EAP & Clinical Doc
What is the ComPsych standard greeting when answering the phone?
Thank you for calling ComPsych Guidance Resources. This is . How may i help you?
I am calling from Kohls and I have questions about my health insurance. How will you help?
1. Refer the caller/client back to their Human Resources or Employee Relations Department.
2. Also educate the caller about what we do provide at this number.
A client is calling seeking legal services because of workplace discrimination. What would you do?
Empathize with the client and refer them back to their Human Resources or Employee Relations Department.
Note: Check to see if the client can benefit from counseling services and offer an EAP referral.
What template should you use if an employer calls to initiate a formal referral?
Formal Referral: Referral Contact template
Name any 2 places outside the USA, where ComPsych has an office?
1. Canada
2. Costa Rica
3. London
4. Manila
5. Shanghai
6. Mumbai (Non clinical)
7. Prague
Name any three times we can offer an Availability Search to the Client?
This is the category/group FamilySource is listed under in CPP.
Work-Life
Name any three financial issues that FinancialConnect can support a client with?
- Standard Loans, Hardship Loans, Home Equity Loans, Borrowing Money
- Financial Planning, Budgeting, Estate Planning
- Taxes
- 401k's, IRA's, Stocks, Investments
- Pension, Retirement
- Home Morgages,
Caller Johnny Walker is calling you today because his Manager requested him to. He then tells you that he refused to take an alcohol test at work. Checking for his account in CPP you realize that his employer/manager has not initiated a Formal Referral. How do you proceed with the call?
Proceeded as a formal referral and use the Formal Referral: Employee template for the assessment.
You are on a call with an international caller.
1. Where will you go to locate a GE for the EAP referral?
2. Do you have to create a GRA for the referral?
1. Use the "International" tab in CPP.
2. No, you DO NOT have to create a GRA
This is the best time to offer a BetterHelp referral
- The case has moved to an Availability Search and the client is open to PC/VC, Chat or Text.
- Client requests text counseling
- Client requests text/video/phone/chat counseling on a weekend and cannot be accommodated by an individual network provider
- A TL directs you to offer a BetterHelp referral
Since FamilySource does not require us to provide a GRA# to the client. What should we provide the client before ending the call and document in our note that it was provided?
The Client Number
How long are the following consultation appointments?
1. LegalConnect Telephonic Consultation?
2. FinancialConnect Telephonic Consultation?
1. LegalConnect Telephonic Consultation? 20 Minutes.
2. FinancialConnect Telephonic Consultation? 30 Minutes.
What is the proper procedure to follow for a CISM request during business hours (Mon-Fri 7am to 7pm CST)?
- Locate the customer Account in CPP.
- Click “Account Events” in the navigation bar and proceed to complete the CISM Event Request
- Once request is submitted wait in After-Call until confirmation is received from the CISM Team.
- if no confirmation is received in 5 minutes follow the call guidelines listed in the CISM training manual Pg.4
I am calling from Oshwa, Ontario Canada and I want a therapist and an attorney because I’m going through a bankruptcy.
1. Which assessment will you use for the counseling referral?
2. Where will you go to search for a Legal Specialist in Canada?
1. Canadian Risk Assessment
2. CPP - Non Clinical GE Tab
I have the Phone Counseling (PC) benefit and I would like to get a session for my 15 year old child. What would you tell me?
1. The initial Telehealth Counseling session must be scheduled with the parent/guardian.
2. For minors over the age of 14, the parent/guardian must be present or available during all Telehealth Counseling sessions.
What is the turnaround time for a FamilySource request? Is this different for Urgent and VIP requests?
The turnaround time for FamilySource requests is within five (5) to seven (7) business days. Urgent and VIP Requests have a 24-hour turnaround time.
You created a GRA and FC Appointment Note in order to scheduled the client with a Financial Specialist. What is the last step you need to remember to do before taking your next call?
Make sure to attache your Note to the FinancialConnect GRA that was created.
I punched someone in the throat at work and called in but my employer did not. What would you do?
Proceed with a Standard EAP referral
I am calling from Manitoba, Canada and I have received a Notice to Move from my residence. I might need Legal help. What will you do?
1. I will direct the client to contact their province's Residential Tenancies Branch and speak with an Officer there.
2. I will also check with the client if they need a referral for EAP services.
How many EAP sessions will you approve for the following?
1. Standard EAP?
2. Risk Case?
3. California?
4. TelehealthCounseling?
5. Client Centered Model?
6. BetterHelp?
1. Standard EAP? All
2. Risk Case? 2
3. California? 3, Unless noted as Approve All
4. TelehealthCounseling? 1
5. Client Centered Model? 3
6. BetterHelp? All
When should you schedule a client for a Consultation with the Child Care or Elder Care Specialist?
We can schedule the client for a consultation with the CC or EC specialist for any of the following questions or concerns:
- What type of care is appropriate / needed for the situation?
- How can I find appropriate resources?
- What is the associated cost? Will I be able to afford it?
- Family members have different opinions regarding the care/services needed.
- Client has multiple questions regarding the services.
What is a Law Point referral and who can it be offered to?
- Referrals to a in-network local attorney for a free 30-minute consultation and a 25% discount on legal services.
- Can be offered to clients who have LegalConnect and would benefit from or need legal representation.
What is the right Referral Source and Triage Level to use when creating a Formal Referral GRA?
- The Referral Source for FR GRA: Formal Referral
- The Triage Level for FR GRAs: Urgent
You have a client calling from Alberta, Canada and is requesting additional sessions. How will you proceed?
- Check the PD to determine if the session model is ‘Client-Centered’ or a standard capped.
If the account has a ‘Client-Centered’ model, assess whether the client is calling regarding a new presenting issue or their existing one.
- If the issue is new, open a GRA and certify three (3) sessions accordingly.
- If the request is to continue seeing the GE for the current presenting concern, advise that a clinical care reviewer (CCR) will contact the GE directly to review the case.