Fast, Accessible, Convenient 

Our EAP process is designed to give users an optimal experience from the moment they first make contact with Converge. Your employees and their family members can make appointments via multiple channels to accommodate your staff’s needs and preferences:

• Instant online self-booking and appointment management: Employees can log in and schedule appointments instantly, manage appointment booking themselves (cancel/reschedule), view their booking history and know which clinician/s they previously visited to book again with the same clinician. We are the only EAP Provider in Australia offering online self-booking for face-to-face appointments, with two-step authentication to ensure privacy and security.
• Phone: 1300 687 327
• Email
• Live chat service through the website

Converge’s Melbourne-based call centre is managed 24/7/365. All calls are triaged for urgent support, provided 24/7.

Booking Process & Data Collection

When clients book an appointment via phone, email, or live chat, the Client Services Officers (CSOs) in our contact centre will determine:

• The type of service required
• The nature of the referral
• The degree of urgency (transfer to a clinician in an emergency)
• Clinician preference, e.g., gender, mobility, cultural & language considerations
• Contact details
• Preferred modality of service; face to face, video, phone, live chat.
• Preferred counselling location if applicable
• basic profile data (date of birth, gender, department/division details, employment status for deidentified reporting purposes)

Any additional details required by your EAP Activation Sheet (tailored statistical information including any specific data requested by <CLIENT NAME> for deidentified reporting purposes).   
The CSO then books the appointment, matching the client and clinician with consideration to:

• Appointment reason – we match clients with clinicians experienced in the presenting issue
• Client’s preferred location/delivery mode
• Date/time preferences
• Specific client requests about clinician demographics

Any information about the presenting issue/s that is collected during intake is then passed onto our consultant through our core operating system.
Optimal intake model

Our CSO team are experts at triaging all requests to determine urgency, with on-call clinicians available 24/7 to offer immediate support for high-risk clients.

There are a number of reasons why this is a best-practice intake model:

• Our triaging process is designed to identify the clinician who will be the best ‘fit’ for that client with their experience and qualifications in the presenting issues, not simply the first clinician to answer the call.
• Valuable counselling time is not wasted on intake paperwork.
• If a client calls in distress we arrange a warm transfer to one of our on-call clinicians. These clinicians are all are experienced in trauma and urgent counselling scenarios. A warm transfer includes a briefing from the CSO to the clinician, so the counselling session can be commenced immediately.
• We have greater capacity for faster call answer times as our intake team are exclusively focused on triage and will warm transfer the longer calls requiring immediate counselling support. This is important in managing risk as any wait period can exacerbate client risk.