Counsellors
Who is our one and only In-House Counsellor?
Ari
What are the main four types of EAP accounts that we have?
Standard EAP, Mercer, Kii and SAP.
What platform allows you access to inbound and outbound call abilities with clients?
RingCentral
DAILY DOUBLE
How many Care Pathways do we have? List them.
3, Routine, Urgent, Crisis
How do you view your paystubs?
Through ADP
What are three tiers of ITMS/single session support?
In-house, SST's, Protocall/REC.
List all of the modes that client's can request supports.
Phone, on-line requests, Live Chats
If you have issues logging into Protocall, what do you do?
Double check you have the right link, and login credentials, including the secondary access code. When all else fails, connect with L&D.
How many business days is expected to have a counsellor reach out for a routine request?
3-5 business days
Where do you find your schedule that will reflect what days you work, extra hours worked, lieu days, stat days etc?
On The Hub, under Staff and Task Related Items.
Are you required to book sessions through Outlook for our Single Session Therapists?
No. In-house counsellors only.
Do all clients have access to Medical Second Opinions?
No- they must have MSO within their account type.
Where would you find exact services that a client has access to?
Either option is acceptable:
1. Under the account type in an EAP File
2. Under the account type in an Info Call
3. Under the specific company name, within the Organizational Tab
How many business days is expected to have a counsellor reach out for an urgent request?
24 hours for reach out, 48 hours to session
What are our organizations operational hours?
24/7
Are counsellors permitted to provide support outside of their province/territory?
What are the three organizations that have access to New Baby Kits?
Trick Question: there are only two, CIBC Mellon and FYI Doctors
What is the cause of receiving an alert stating "Client File Check- The Selected Organization Does Not Deal With That File Type?"
1. You may have chosen the incorrect file type for the organization. i.e., EAP vs. SAP. The organization receives EAP support, but you opened a SAP file, or vice versa. You will need to open the correct file type to proceed.
2. The contract for the chosen organization may not be updated in the system. Reach out to the Account Manager to have it fixed. Save the file under “No Name” or “No Name SAP” in the interim.
How many business days is expected to have a counsellor reach out for a crisis request?
Reach out same day, session within 24 hours.
Where would you look to find prescheduled events that you have not received invites to yet?
On The Hub, Under the Upcoming Events area towards the bottom.
How are counsellors paid?
Submitting their session notes, acts as their invoice.
Who do we utilize to assist with navigating resource finding?
The Research Team
What important tool do we utilize to invite client's to sign up for services?
Kii Admin Tool
If you are unsure whether you should call EMS, CAS or both, who would you consult with?
Shellie during business hours and Sarah Eric for all other times.
DAILY DOUBLE
Who can you rely on for fun, frolic, social and educational input?
Learning & Development