What are Converge’s current process to confirm that new cases and ongoing cases are current employees?
In order to maintain the privacy and confidentiality of the employees we support; our services operate on a trust basis. We have a range of controls in place to ensure that only your employees are accessing the service as per below:
Our biggest upgrade to support client organisations concerned about eligibility was to upgrade our systems to allocate a specific employer code to each organisation. This allows direct communication from your people into our system to qualify their access. This is another control to ensure only eligible employees are getting service.
Being a direct service-based business, we don't find that people engage with us unless they are genuinely from our approved client organisations, noting that our consultants are talking to them specifically about impacts on work and life and hence if they are not employed this would be quickly uncovered.
We understand that there is a small risk that someone accesses our services after they’ve left the organisation. Our existing clients tend to accept this risk and do not manage levers. Their point of view is often that if an ex-employee needs counselling and the only support they have is through their EAP, they don’t want to prevent them accessing mental health support.
It is also worth noting that in some cases, there might be a legitimate reason for someone accessing the service once their employment has been terminated, e.g. they’ve been offered counselling as part of a redundancy or under circumstances which might require mental health support.
We are always reviewing options to support your program and your people and will update you with any future developments as they arise.
Initial Verification: Our Intake officers verify the employment status of individuals when they contact us.
Intakes: When individuals initiate contact, our intake process includes gathering essential information relevant to their workplace.
Reporting: Reporting can identify any discrepancies or anomalies that may indicate potential misuse for example, we might notice a higher utilisation rate that does not align with the number of employees within the organisation. Reporting also indicates that individuals tend to discontinue their use of our EAP services after they have left an organisation.
Organisation Code: The Online Booking code is normally shared internally within the organisation which also serves as an additional layer of verification.
Limited Number of Sessions: Employees are allocated a limited number of sessions as per the contract. Any additional sessions will need to be requested. Our clinical managers may also review requests for additional sessions. Our consultants also assess the necessity of appropriateness of further support through EAP.
- Asking employees for their direct business unit and area of work, tenure of employment and type of role
- Asking employees to provide specific personal details such as DOB, email, and phone
Our biggest upgrade to support client organisations concerned about eligibility was to upgrade our systems to allocate a specific employer code to each organisation. This allows direct communication from your people into our system to qualify their access. This is another control to ensure only eligible employees are getting service.
Being a direct service-based business, we don't find that people engage with us unless they are genuinely from our approved client organisations, noting that our consultants are talking to them specifically about impacts on work and life and hence if they are not employed this would be quickly uncovered.
We understand that there is a small risk that someone accesses our services after they’ve left the organisation. Our existing clients tend to accept this risk and do not manage levers. Their point of view is often that if an ex-employee needs counselling and the only support they have is through their EAP, they don’t want to prevent them accessing mental health support.
It is also worth noting that in some cases, there might be a legitimate reason for someone accessing the service once their employment has been terminated, e.g. they’ve been offered counselling as part of a redundancy or under circumstances which might require mental health support.
We are always reviewing options to support your program and your people and will update you with any future developments as they arise.
Initial Verification: Our Intake officers verify the employment status of individuals when they contact us.
Intakes: When individuals initiate contact, our intake process includes gathering essential information relevant to their workplace.
Reporting: Reporting can identify any discrepancies or anomalies that may indicate potential misuse for example, we might notice a higher utilisation rate that does not align with the number of employees within the organisation. Reporting also indicates that individuals tend to discontinue their use of our EAP services after they have left an organisation.
Organisation Code: The Online Booking code is normally shared internally within the organisation which also serves as an additional layer of verification.
Limited Number of Sessions: Employees are allocated a limited number of sessions as per the contract. Any additional sessions will need to be requested. Our clinical managers may also review requests for additional sessions. Our consultants also assess the necessity of appropriateness of further support through EAP.