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EAP Guidelines for WSM’s Telephone Assessment & Counselling Team (TACT), January 2014 Page 1 of 40

Counsellor Guidelines

A Briefing, Process & Procedures Guide

for

TACT Telephone & Assessment Counselling Team

January 2017

C O N F I D E N T I A L


Published by Wellbeing Solutions Management (WSM)

11a Turney Road London

SE21 8LX

Tel. 020 7708 5000

Web: www.wsm-wellbeing.co.uk

Counselling Guidelines for TACT Version 5

December 2014

(Case Management\Forms and Administration\21TACT\Tact Manual December 2014) Confidential This document contains confidential information. It must not be shared with any unauthorised third party. This document remains the property of WSM Ltd. ©

http://www.wsm-wellbeing.co.uk/


Contents: Page:

A. Introduction

1. Call Intake into EAP 24/7 Counselling Helpline Centre 5 2. Counselling Process Summary 6

B. Telephone Counselling & Assessment

1. Counsellor Selection, Availability & Confirmation 8 2. Telephone Counselling & Assessment – Process Summary 8 3. Guidelines on Contacting Clients by Telephone 9 4. Telephone Counselling Provision 11 5. Service Levels 13 6. Assessment and Case Notes 14 7. Website Login Instructions for TACT 15 8. Online Assessment Notes & web Form – Sample & Instructions 15

C. Face-to-Face Counselling

1. Arranging Face-to-Face Counselling 23 2. Requesting Additional Sessions 24 24 3. Consent & Employee Disclosure 24 4. Missed & Cancelled Appointments 24 5. Case Notes 25

D. Referrals from HR Managers and OH Providers

1. Reports for Employers 26 2. Confidentiality & Client Consent 26 3. Assessment & Evaluation Reports 26 4. OH Report Process & Administration 27

E. Clinical Standards

1. Clinical Governance & Standards 28 2. Confidentiality 28 3. Clinical Advisory Panel 28 4. Risk Assessment Levels & Procedure 29

F. Administration

1. Invoicing and Payment of Counsellors 30

G. Joining WSM’s Counselling Network

1. The Contract Between Counsellors and WSM 32 2. Joining WSM’s Network of Counsellors 32 3. Qualifications & Accreditation 32 4. Counselling Network Application Form 33

H. Additional Information

1. Background & Information on WSM 34 2. Onward Referral and External Resources 34 3. WSM’s Employee Assistance Website 36 4. Terms and Phrases Used 37 5. Contacting the WSM Team


Section A.

Introduction

Dear Colleague,

This Counselling Guidelines document has been prepared as a comprehensive guide for counsellors providing telephone assessments, telephone counselling and face-to-face counselling for WSM’s clients.

It has been specially written for members of WSM’s Telephone Assessment & Counselling Team (TACT) and is intended to provide clear and detailed information on all relevant aspects of WSM’s processes involving TACT. TACT is our very important and specialist team of counsellors who provide all of WSM’s telephone counselling sessions and telephone assessments.

This is a relatively lengthy document, and we do not expect TACT members to plough through all of it in one go! Some sections are important for day-to-day working with WSM, whilst other sections are more for reference, should you have a question about a specific process. We have attempted to group all topics together in logical sections to ease navigation.

Section B covers the telephone counselling and assessment process and this is the most important part of this document for TACT members.

Please respect the confidential nature of this document. This Guideline contains commercially sensitive information and its contents must never be disclosed to individual clients, customers or to any other unauthorised third party.

Finally, please do share any comments, feedback and suggestions. We welcome input and recommendations and aim to work in a collaborative way with our counselling partners.

Yours sincerely,

Petra

Petra Nunzi Clinical Director Wellbeing Solutions Management

January 2017


1. Call Intake into 24/7 EAP Counselling Helpline Centre

1. Self-referring clients contact WSM via a free-phone (0800) 24/7 helpline.

2. The free-phone number is 0800 328 1437. Please do not use this 0800 number to contact the WSM office. All contact to WSM should be via 020 7708 5000 during office hours (9.30 – 5.30 Monday to Friday) or by calling the Counselling Helpline Centre directly on

01482 66 11 60 out of hours or Grant Swart on 07540 413 981.

3. The 0800 call is answered as the “Employee Assistance Helpline” by a fully trained and friendly helpline operator, normally within 5 rings, 24 hours a day, 7 days a week. The

helpline team are not qualified counsellors, but have received extensive training and are

carefully selected for their empathetic and thoughtful attributes.

4. The helpline team will take the client’s details:

Name if they choose to give it (although they do not have to give their name),

Name of their employer

Contact telephone number

Presenting Issue - A summary of what the caller wishes to discuss – e.g.

personal or work related issues.

The helpline operator will explain how the service works and answer any procedural questions raised, for example, on confidentiality, but they do not provide any counselling

services.

WSM provides a full and ongoing training programme for the team at the Counselling Helpline Centre. They are not qualified counsellors – their role is to take information from the

employee and to arrange a call-back from a counsellor or adviser at an appropriate time.

They are all professional in their approach and aware of the meticulous conditions and procedures, including confidentiality, respect, empathy and intuition, required to take calls

from employees seeking counselling.

Employees will normally be offered a call back by a counsellor from TACT between the hours

of 8.00am – 9.00pm, 7 days a week.

The Counselling Helpline Centre team will advise employees that they need to be prepared and in suitable surroundings to get the maximum benefit from a telephone counselling

session. In our experience most employees choose to give a time later that day to book their telephone counselling appointment.

WSM’s Counselling Helpline Centre is operated for us by a company called:

Night & Day P.A.

Their contact telephone number is: 01482 66 11 60


2. Counselling Process Summary

This first section is a step-by-step summary of WSM’s overall counselling process - from call intake

to counsellor payment. This 11-stage sequence is designed to show the WSM operational process

from beginning to end. TACT members (telephone counsellors) should follow the arrows;

Face-to-Face Counsellors join after stage 6 – and follow the arrows.

1. Client Contact

2. Counselling Allocation

If counselling is required, the CHC arranges a telephone counselling appointment with the client – (starting) between 8.00am – 8.00pm seven days a week. The CMT (during office hours) or the CHC (out of hours) then contacts a member of the Telephone Assessment Counselling Team (TACT) to confirm their availability to take the telephone counselling referral.

3. Email Referral Details to TACT

The CMT or the CHC emails the selected member of TACT with all the necessary background information, including the client’s service level and corresponding guidance on escalation to face-to-face counselling as determined by the client’s employer.

4. Telephone Counselling

All WSM clients are first offered a full (up to 30 minute) telephone counselling session. In many cases telephone counselling will be the only counselling service available to the client. In some cases, a single telephone counselling session should be sufficient to meet the client’s needs in terms of support available via the EAP.

5. Clinical Assessment

The initial telephone counselling session provided by TACT includes an assessment. This clinical assessment process is used to recommend any further therapy or support (if necessary) in accordance with the client’s service level; it also records an assessment of risk level for the client and any third party (‘other’) and provides an evaluation of Clinical Outcome and Workplace Functionality.

6. Online Telephone Assessment Note

After the initial telephone session, the TACT member completes a secure online Assessment Note. Any recommendations for further therapy – including any face-to-face counselling – must by guided by the client’s clinical presenting issues, the Clinical Outcome and Workplace Functionality Evaluations and importantly, the service level escalation criteria. This Assessment Note must be completed and submitted online to WSM within 24 hours of the session being completed.

Clients (employees) call WSM’s 24/7 Counselling Helpline Centre (CHC). The CHC takes all necessary details from the client and performs a basic initial triage to determine if the client requires counselling or practical advice (or occasionally both). The client’s details are then immediately passed to WSM’s Case Management Team (CMT) during office hours or are held by the Counselling Helpline Centre out of hours.


8. Confirmation Email to Counsellor

WSM emails a Referral Notification to a F2F or telephone counsellor providing contact details of the client and including all necessary background information from the telephone assessment. This Referral Notification

specifies the number of sessions to be provided.

7. Telephone & face-to-face courses

Depending on the service level , if any further therapy is recommended the client will be given their case ID and advised to contact WSM’s CMT. A Case Manager will discuss options with the client and advise the TACT counsellor if further telephone support is required.

Counsellors are paid by WSM on a monthly basis in the month following the counselling provision - irrespective of whether a course of counselling sessions is still ongoing and straddles more than one month. 1. The first two weeks (of the month after the sessions) is statement

sending fortnight. WSM sends counsellors a Counselling Session Statement which is a complete record of all sessions that are due for payment from the preceding month and is produced to assist counsellors in preparing their invoice. The statement will highlight any discrepancies between the counsellor’s and WSM’s records, which can then be sorted out. 2. The last two weeks (of the month after the sessions) is invoice

sending fortnight. Counsellors then send WSM their invoice (for the preceding month). Invoices must match the Counselling Session Statement and should be received in the third or fourth week of the month to be included in the next payment run. 3. The next two weeks (of the next month) is BACS payment

fortnight. Counsellors are paid electronically by BACS payment in the first seven working days of the next month, between 10 – 25

days after the invoice is received.

The F2F or telephone counsellor then makes contact with the client and arranges the next counselling session. The counsellor informs WSM of the date of this next session and provides sessions in accordance with directions set out in the Referral Notification.

11. Counsellor Payment Process

9. F2F or Telephone Counselling Provision

10. Case Notes

An online Case Note must be completed after each and every session (telephone and face-to-face). This online Case Note must be recorded and saved online within 48

hours of the session being completed.


Section B.

Telephone Assessment & Counselling

1. Counsellor Selection, Availability & Confirmation

When counselling is required, the Case Management Team (in office hours) or the Counselling

Helpline Centre (out of hours) calls TACT members to select a counsellor who will be free to take the referral at the time agreed with the client. TACT currently (November 2014) consists of around

fifteen counsellors and WSM tries to distribute telephone counselling referrals to TACT members evenly, depending on their availability.

The coverage provided by TACT is from 8.00am to 9.30pm, Monday to Friday (i.e. 30 minute appointments can be started between 8.00am and 9.00pm). This does not imply that all TACT

members are available at all these times – but that these times are covered by at least one member! WSM does not pre-book TACT members, or expect them to be “on call” to take referrals

from WSM.

TACT members should indicate and update their availability via the website www.wsm-

wellbeing.co.uk. This is our main way of allocating counselling referrals and TACT members who want to receive regular referrals should ensure that their availability is

updated regularly (at a minimum of once a week) on the WSM website. This helps to speed the process and encourages our Case management Team (CMT) to call you when you will be

able to take a referral.

2. Telephone Counselling and Assessment - Process Summary

1. The Case Management Team (CMT) or the Counselling Helpline Centre (CHC) calls TACT

members to identify a counsellor who will be able to take the call-back referral at the time

agreed with the client.

2. Following verbal agreement of taking the call, the CMT (or the CHC if out of hours) emails the counsellor the Telephone Referral Notification – giving the client’s name and telephone number, presenting issue, call-back time and Service Level. The email is sent to

maximise accuracy and efficiency in the client referral process.

3. Counsellors should telephone WSM (on 020 7708 5000) or the CHC (on 01482 66 11 60) –

depending on who called them to offer the referral – if after 5 minutes they have not

received the Telephone Referral Notification.

4. Counsellors must operate in a secure and professional environment, and must ensure that

their email arrangements are secure and do not compromise confidentiality.

5. Before making the call to the client, the TACT counsellor must refer to these guidelines to

understand and apply the service level rules that apply to the client. This provides clear guidance on what additional levels of support (including access to face-to-face counselling)

are available, and what the criteria is for recommending additional support.

6. The TACT counsellor calls the client. The service level determines whether this will be a

stand-alone session or may develop into a course.

7. This call will also involve an element of assessment – to determine if the client will need

further support either by telephone or face-to-face counselling (please refer to Service

Levels).

8. TACT counsellors must always complete an Assessment Note online within 24 hours of

completing a session.

9. If any additional counselling is to be recommended, counsellors must bear in mind the

service level available to the client while completing their Assessment Note.

Counsellors should never promise a client that they will receive any further




support at all!. Counsellors may also refer the client back to WSM for legal, employment or general practical advice.

10. If there is an urgent referral counsellors should back up the Assessment Note with a phone

call to the Case Management Team.

11. For Service Level 2 and 4 clients only counsellors should inform clients that they will be

contacted within a few days by the CMT. They should also be encouraged to call the CMT

office themselves for further support.

12. If the client is not available at the appointed time, counsellors should try to call back later,

and may leave a brief message that does not compromise confidentiality on a mobile telephone. If no contact is made after 3 attempts the counsellor should record this as a DNA

on the Assessment or Case Note.

3. Guidelines on Contacting Clients by Telephone

As all members of WSM’s Telephone Assessment and Counselling Team (TACT) are BACP accredited and well experienced counsellors, they will be aware that the issue of confidentiality is

absolutely crucial. Telephone contact from a counsellor requires a particular sensitivity to the client’s situation, both personal and environmental, whether contact is actually made or a message

left.

Therefore, the purpose of this Clinical Guidance Note is to ensure a significant measure of

consistency of standards in managing telephone contact with clients, incorporating the counsellor’s personal style. Please note that the counsellor’s telephone number should always be withheld by

dialling 141 before the client’s number. It is assumed that calls to clients are made promptly at

the agreed appointment time. Remember to check the client’s Service Level Agreement before your call.

Scenario A: No reply and the call goes to Voicemail:

A brief message should be left so that the client knows that contact was attempted, but

ensuring no direct or indirect breach of confidentiality. A suggested ‘script’ is: ‘Hello, my name is Mary/John. This is a message for Elsie/Imran. I was asked to call you at this time following an earlier call from you. I will ring again in 5 minutes’.

Try a second time leaving a short message ‘Hello, this is Mary/John calling again as

promised. It may be that you are unavailable at this time so I will try you again in 20 minutes.

Call a third and final time leaving a message ‘Hi, this is Mary/John calling again. I’m sorry I’ve been unable to speak with you, it may be that you are unavailable or no longer require this call, so I won’t ring again. However, if you would still like a call, please do feel free to ring the 0800 number you called earlier. Many thanks, bye’.

Please note that there is no direct or indirect actual or potential breach of confidentiality as no

telephone number is left and no mention of counselling is made. The tone is welcoming further contact, but is also validating if they have changed their mind about wanting to be called.

Scenario B: The call is answered by someone else:

Firstly, to ensure that you are speaking to the correct person, always ask to speak to

Elsie/Imran, regardless of whether it is a landline or mobile number.


If the person doesn’t immediately identify themselves as the client it may be because they

are wary and checking out their caller (see Scenario C) OR that someone else has replied.

If someone else has answered and the call is not passed to the client, exit the dialogue as

quickly as possible by saying ‘Ok fine, thank you very much, I’ll call later’ and hang up leaving little space for questions.

If they ask ‘Who’s speaking?’ just say ‘It’s Mary/John and I’ll call back later, thanks very

much, bye’.

If they ask ‘What’s it about?’ or ‘who are you?’, just say ‘It’s Mary/John about a work issue, but it’s not urgent and I’ll call back later, thank you very much, bye ’- and hang up. However, be hypersensitive to clients’ possibly difficult domestic situations, and express

professional courtesy and sound measured, even though you are exiting the call rapidly.

Although the other person answering may sound reasonable, remember that you will have

called at the specific time requested by the client. It is therefore the client’s

responsibility to be available. And they can call the Helpline 0800 number at any time to re-book if they wish.

Scenario C: The call is answered by the client:

Firstly, to ensure that you are speaking to the correct person, always ask to speak to

Elsie/Imran, regardless of whether it is a landline or mobile number.

When they confirm that they are the client, you can introduce yourself as a counsellor and

ask them if they are alone and free to speak. If there are others around, offer the client a different appointment if they prefer.

Introduce and explain the purpose and boundaries of the session before commencing the

counselling itself. A suggested script might be: ‘Hello Doris, my name is Mary/John. I am an accredited counsellor and have been asked to call you at this time as you asked. You were expecting my call, yes? Can I just check that you are alone and free to speak right now? OK, well this is a telephone counselling session and we have up to ½ hr to speak right now. So how might I be able to support you Doris?

It is also essential to be mindful of the primary purpose and limitations of EAP counselling,

i.e. to support and maintain clients’ well-being, performance and attendance at work; that

it is short term and focussed; that it is neither for long term nor ongoing conditions (except perhaps to provide intermediate support whilst long term arrangements are in

progress). It is most definitely not in lieu of GP/NHS referred services. These boundaries might need to be explained to some clients.

WSM is totally committed to providing an excellent standard of professional and

personal support to all members of its TACT team. This reflects its overall commitment to excellence in all its operations. Should any difficulties or concerns arise requiring

further casework decision, discussion or reflection, whether clinical or operational, the relevant members of the Case Management Team will be on hand to support and work

alongside you.


4. Telephone Counselling Provision

1. All WSM EAP clients – who self-refer – are always first offered a full (up to 30 minutes)

telephone counselling session.

2. The only circumstances where a telephone counselling session may be “skipped” – and the

client can go straight to face-to-face provision – is following a management referral where

this is the expressed instruction of the customer.

3. Some clients will expect to be simply making an appointment for F2F sessions - these

clients need to be managed TACTfully!

4. In many cases telephone counselling will be the only counselling service available to the

client – as determined by the EAP package purchased by their employer and indicated by the service level in the referral. Many of WSM’s customers subscribe to WSM’s

“Telephone EAP” - where referral to and provision of face-to-face counselling is very rare and requires authorisation by HR.

5. Telephone counselling should never be regarded as somehow an inferior or second-best counselling delivery model. Indeed there are many studies and scenarios that indicate the benefits of telephone counselling over the traditional face-to-face model. We should never

be apologetic about providing telephone counselling, or suggest that it is in some way just a “stop-gap” or an interim form of counselling.

6. In many cases, our objective should be to deliver the required counselling support through telephone counselling alone.

Single Sessions

7. In WSM’s experience, many clients find that a single, structured and high quality telephone

counselling session is all they require and is sufficient to help them look at their situation in a different or positive way.

8. A single telephone counselling session can be very effective at pointing the client in the

right direction and giving them an indication of the way forward.

9. The delivery of a single, stand-alone telephone counselling session should be our initial

objective.

Ad-Hoc Sessions

10. Repeat telephone counselling sessions, where the client chooses to re-contact the EAP, are

also OK in all circumstances and with all categories of WSM client/customer. At the end of

the (initial) telephone counselling session, counsellors should always offer all clients the option of re-contacting the Employee Assistance Helpline – via the 0800 number – to

arrange an additional telephone counselling session.

11. Clients should be told that if they want an additional (telephone) counselling session, they

should call the CMT office on 020 7708 5000 (between 10am and 5.00pm) and speak to a

Case Manager to discuss further support.

12. Clients can ask for the same TACT counsellor and WSM will ensure that the same member

of TACT receives the repeat referral from the client.


Telephone and Face-to-face Courses

13. It is also possible to recommend a structured course for Service Level 2 and 4 clients

only.

14. This recommendation should be made on the Assessment Note and not discussed with

the client. The Case Management Team will follow up with the client to see if F2F or telephone is preferred (subject to the contract service level) and either instruct the

telephone counsellor when a course is authorised or arrange a F2F provider.

15. Counsellors should not under any circumstances independently arrange a

structured course of telephone counselling sessions with a client directly.

16. As with a recommendation for a course of face-to-face counselling, the counsellor should

not indicate to the client that a telephone course will automatically be provided, and

should never discuss the quantity of sessions that might be offered.

Information on Client’s Service Levels is for the guidance of counsellors only.

They are confidential and must never be mentioned to or discussed with clients.


5. Service Levels

All WSM EAP clients are automatically allocated a Service Level before referral to TACT. There

are 4 Service Levels and each one indicates what additional counselling options might be available – based upon the client’s employer’s EAP contract with WSM.

TACT counsellors should check the conditions of a client’s Service Level before making a call to a

client. Below is a quick reference guide showing how TACT members should approach each Service Level:

On completing the initial counselling and assessment session, the TACT member completes an online Assessment Note via: www.wsm-wellbeing.co.uk

When completing an online Assessment Note, select the relevant Escalation Recommendations section (1 – 4) based on the client’s Service Level.

Service Levels - A Quick Guide:

1. This is a stand-alone single session referral

2. Structured full length course – telephone counselling only

3. This is a stand-alone single session referral

4. Structured full length course – telephone or F2F counselling

(Exception to any Service Level provision is when the client presents as a Risk Level 2 or 3. In this event please follow the WSM Risk Assessment Levels and Procedure.)



Service Levels 1 and 3

These referrals are stand-alone, single session TACT referrals.

A single stand-alone telephone counselling session is the objective. The session should be planned and structured as a stand-alone single session and the client should be given appropriate strategies to support this objective.

At the start of the session, provide the client with their WSM Case Reference Number and advise them that: ‘If (at a later date)

they would like further counselling support, they should call WSM (on 020 7708 5000) between the hours of 10am and 5pm Monday-Friday, quoting their case reference number.

At the end of the session, repeat the Case Reference Number message above.

If the client is obviously expecting more follow-up counselling, (a multi-session course), they still need to call the WSM Case

Management Team to arrange any follow-up sessions.

An online TACT assessment note is to be completed within 24 hours of the session.

Never discuss with the client the number of sessions that might be offered. (This will be handled by the Case Management Team). Exception When a client has been measured as a High Risk Level of 2 or 3 the counsellor should follow the High Risk Levels and Procedure.

Service Levels 2 and 4

These referrals are structured multi-session course TACT referrals.

A structured course of counselling is the objective. The ideal course length is 5 – 6 sessions (in addition to this first assessment session). Your session should be planned as the first (assessment) session of a multi-session course of therapy.

At the start of the session, provide the client with their WSM Case Reference Number and advise them that they can request

further counselling support at any time by calling WSM (on 020 7708 5000) between the hours of 10am and 5pm Monday-Friday, quoting their case reference number.

At the end of the session, repeat the Case Reference Number message above. Importantly, please also tell the client that our Case

Management Team will attempt to contact them in the next 2-3 working days – to discuss further therapy with them. (Note: This CMT call-back to the client is for service level 2 and 4 clients only).

An online TACT assessment note is to be completed within 24 hours of the session.

Exception When a client has been measured as a High Risk Level of 2 or 3 the counsellor should follow the High Risk Levels and Procedure.

6. Assessment and Case Notes

1. Each TACT member should complete an online Assessment Note as soon as possible after the initial session – i.e. the first contact with the client. The Assessment note should be

completed within 24 hours of the Assessment session. Notes are confidential and secure

on the website, and are sent directly to WSM’s Case Management Team.

2. The Assessment Note must include a Risk Assessment. There are 4 choices and normally a

level of 0 will be appropriate for Client and Other. If a Risk Level of 2 or 3 (High Risk Alert) is recorded, the counsellor must inform WSM immediately, either by calling the office

on 020 7708 5000 or (out-of-hours) 07540 413 981 (see page 28).

3. The Clinical Outcome Evaluation and Workplace Functionality Evaluation aim to identify

clients’ issues specifically so that we can obtain a more accurate measurement of their

current situation and track their improvement through a course of counselling. These should be recorded at every session.

4. The Assessment Note should indicate any recommendation for further counselling, whether

telephone or F2F; it can also indicate when a client needs to be referred back for practical

advice.


5. It is essential that the counsellor refers to and follows the guidance corresponding to the

client’s service level when making a recommendation for additional counselling. Counsellors should never recommend “Up to” X number of sessions, but should be specific

as to the recommended quantity – based upon their clinical assessment and the service level parameters (see pages 13 and 14).

6. On receiving the completed Assessment Note WSM will then assess this recommendation,

will confirm the quantity of any additional sessions to be offered, and will either confirm the

course length to a telephone counsellor or F2F counsellor if this is the client’s preference

and their service level allows.

7. Website Login Instructions for TACT Members: (www.wsm-

wellbeing.co.uk)

1. All TACT members are set up with a dedicated TACT account (which allows the creation of

Assessment Notes – for telephone assessments only) by WSM’s Operations Director; the user name is your name (e.g. John Smith) and your password is communicated to you by

email.

2. The online Assessment and Case Notes are accessed by logging on to the website and then

clicking on the Assessment Note or Case Note in the top left hand box. Your name and email address automatically appear.

3. Complete the referral information by selecting appropriately from the drop down menus. All

boxes marked with * must be completed.

4. Employment related and personal issues should be recorded in the purple boxes. Complete

a Risk Assessment, Clinical Outcome and Workplace Functionality Evaluations and a Caller Satisfaction Measure (the default is ‘satisfied’) and then go to the red box for reporting on

the outcome of the telephone session and making recommendations for any further action if applicable.

5. Remember to click on “Save and send to WSM”!

6. You will then see at the top of your screen:

“Assessment (or Case) Notes Assessment (or Case) Notes has been created”

Your note will be saved in your account and will have been received by WSM. If you do not see this message please contact WSM as soon as possible.

8. Online Assessment Notes

Below we have reproduced the online Assessment Note:

Status Summary This first section is a summary of the date, time and status of the counselling session:




Issues Raised These next 2 sections require you to tick between 1 – 5 boxes that best summarise the main

subjects or issues raised in the course of the counselling session. This helps us measure what employees are calling the EAP about. Client confidentiality is never compromised as this data is

never connected to the employee’s details.


Risk Assessment This section is very important. A Level 3 risk is an Alert Call and will indicate to WSM that immediate action is required.


Clinical Outcomes This section measures the client’s overall “state of mind” at the first session, and is an important

part of the WSM clinical assessment process. For each of the 5 questions, give a score of between 0 – 4, with 0 indicating that the question does not apply to the client, and 4 indicating

that the question does very strongly apply to the client. The client’s overall score is therefore

measured out of a maximum of 20, with high scores close to 20 indicating a very severe set of presenting issues. If the client goes on to have a course of counselling, the overall score at the

end of their final session is compared to this first score, to measure any improvement and/or change in their overall “state of mind.”

Note. Last question is changing on the portal to: Client has made plans to end their life


Workplace Functionality This section is very similar to the clinical outcome measure above, but measures the impact of the

client’s “state of mind” on their ability to carry out their workplace duties fully. For each of the 5 questions, give a score of between 0 – 4, with 0 indicating that the question does not apply to

the client, and 4 indicating that the question does very strongly apply to the client. The client’s

overall score is therefore measured out of a maximum of 20, with high scores close to 20 indicating a very severe impact on their workplace functionality. If the client goes on to have a

course of counselling, the overall score at the end of their final session is compared to this first score, to measure any improvement and/or change in their overall level of workplace functionality.

Client Satisfaction This section is your impression of the client’s overall level of satisfaction with all aspects of their

EAP experience, including the call-intake process, the counselling with you, and all administrative parts of the EAP service.


Outcome & Recommendations This important section tells WSM what (if any) further action is required, and if you are

recommending an escalation to a course of counselling beyond this initial counselling & assessment session. It is important that your recommendation corresponds with the parameters of

the client’s service level. If you are recommending a course of counselling that differs from the

service level guideline (for example, if you believe that face-to-face counselling is strongly clinically recommended for a “telephone only” client), then you must summarise your reasons for this in the

“Special Recommendations” box at the end of this section.


General Notes Please use this section to include a general summary of the main presenting issue and other

relevant notes.


Section C.

Face-to-Face Counselling The provision of high quality nationwide face-to-face counselling is a core activity of WSM. Our network of BACP accredited counsellors covers all parts of the UK (and equivalent for Republic of

Ireland).

Face-to-face counselling will be initiated in two ways:

A. Pre-Assessed Face-to-Face Referral

Employees who self-refer to the EAP (by calling the 24 hour helpline confidentially) will first be provided with a telephone counselling session. The initial telephone counselling

session always incorporates a telephone-based clinical assessment.

WSM’s assessing counsellor completes an online Assessment Note. Based upon their

clinical recommendation and the service level of the employer, the employee may then be offered face-to-face counselling sessions.

B. Management or Occupational Health Referral

WSM also arranges face-to-face counselling at the request of Occupational Health or a HR or

line manager who wants to offer face-to-face counselling to a particular employee.

1. Arranging Face-to-Face Counselling The Case Management Team (CMT) makes the initial contact with each client who has been

referred for face-to-face counselling: to tell him/her that arrangements are being made to provide a face-to-face counsellor, to explain the process and to get any necessary additional information

from the employee such as availability and any special requirements (e.g. language, special needs etc). The CMT also explains the need for the client’s signed consent if any reports are to be sent

back to the employer, and either emails or posts Frequently Asked Questions (FAQs) on

counselling to the client along with a Disclosure Consent Form if necessary.

The CMT then identifies a suitable counsellor whose practice is as close to the client as possible, unless the client requests otherwise, or where specialist clinical services are further away.

The CMT adds the client’s details to an Assessment Report (if required) or F2F Referral Notification and emails this to the counsellor who has accepted the referral.

When a counsellor has agreed to take on a case, the counsellor makes contact with the client to

set up the first appointment and then informs WSM of the date of this session.

Please note that for Pre-Assessed Face-to-Face Referrals (A above):

The NUMBER of face-to-face counselling sessions is recommended at the telephone assessment stage and then confirmed by the CMT. It is essential that this instruction, indicated on the referral Notification Form, is not exceeded.

At the initial face-to-face appointment counsellors are expected to clinically assess with regard to therapeutic planning ONLY, and NOT for re-consideration of number of

sessions. The number of sessions will have been determined based upon clinical needs and contractual conditions. In very exceptional circumstances, for example where

there may have been a significant event between assessment and the face-to-face session and

the counsellor is presented with previously unknown, relevant information, it may be appropriate to request additional sessions, but guidance should always be sought in the first instance from

the Client Services Manager.

For Management or Occupational Health referrals (B above), a F2F counsellor will be asked

to conduct an initial assessment at the first meeting with the client; the counsellor will then complete the Assessment Report outlining the presenting issues of the client and make

appropriate recommendations for type and number of sessions (e.g. CBT – 6 sessions).


2. Requesting Additional Sessions

As an EAP provider, our intervention is usually short term and to support the client either to

maintain performance and attendance at work, or to return to work if absent. If longer term therapy is indicated and required by the client, the counsellor should support the client in

identifying and establishing alternative resources. However, should a few further sessions appear to be clinically indicated and necessary, the counsellor must contact WSM’s Case Management

Team to discuss this recommendation before the last authorised session is to be provided, not

least because a proper therapeutic ending may be compromised if requests are made after that session. It is absolutely essential that clients are not led to assume or expect extra sessions as they

may (and are quite likely to) be refused by the employer.

If the client has presented via a management referral, additional sessions can be requested using an Additional Counselling Request Form. This should be completed and returned to WSM who

will liaise with the employee’s HR manager and inform the counsellor of the outcome of the

recommendation.

The Additional Counselling Request Form can also be used for clients who have self-referred in the first instance. In this case a signed Consent Form will also be required from the client

before an approach can be made to the HR manager for sessions that may be extra-contractually

chargeable.

If the initial referral has been via Occupational Health, further sessions should be requested on the Interim Report (see no. 3, page 25) or Final Report; however, it is more clinically appropriate

to obtain authorisation before submitting a final report as this will have implications for the conduct of the ‘final’ session. Authorisation is required before any further sessions can be given or

promised to the client.

If a client informs a counsellor that HR has authorised further sessions (through WSM) the

counsellor must always check with WSM that this is the case. Any sessions undertaken without WSM’s instruction will not be paid by WSM and the counsellor should be aware of this before

entering into any further agreement with the client!

Private Sessions Policy

On the conclusion of a course of counselling the client may ask for additional sessions privately.

If the client wishes to continue privately beyond the scope of the authorised course the counsellor must contact Wellbeing Solutions’ Case Management Team initially

The counsellor should refrain from discussing requests for ongoing support privately or with the client until it has been discussed with the Wellbeing Solutions’ CMT.

3. Consent & Employee Disclosure

In any case where an employer is to be contacted to request additional sessions for an employee or if an Assessment or Evaluation report is requested by the employer, the client will first need to

sign a Consent Form allowing their name to be disclosed and/or a brief report to be sent.

4. Missed and Cancelled Appointments WSM pays the counsellor for a DNA (Did-Not-Attend) if a client fails to attend and/or provides

less than 24 hours notice of cancellation. That session is forfeited by the client and counts as

one of the sessions they have been allocated

Counsellors should still complete the Case Note online (recording DNA) to be paid for the session.


5. Case Notes

All WSM counsellors must complete an online Case Note within 48 hours of completing each

individual session. This enables us keep track of the sessions that have been delivered, provides the data for our (anonymous) statistical reporting and crucially, records the confidential clinical

notes relating to each session. This is done online using the Case Note form via our secure website. The Case Notes are used by TACT for any ongoing telephone courses and also for any

telephone assessments for a management or OH referral.

Counsellors should always include a risk assessment at each session. Information on WSM’s Risk

Assessment system can be found on page 29 of this guide.

The online Case Note also includes a Clinical Outcome Evaluation, a Workplace Functionality Evaluation and Client Satisfaction Measurement, all of which should be

completed after each session. These measurement tools are straight-forward and easy to

complete online.

The online Case Note takes no more than ten minutes to complete (often less) and payment for the time taken is included in the fees for each counselling session.

Accessing the Online Case Note form:

To access the form you first must go to the WSM main website: www.wsm-wellbeing.co.uk

Then you should Login The login link is at the top right hand corner of the home page.

Your login will be sent to you when you join WSM as an affiliate counsellor. If you have not

received these details, please email [email protected]

Completing the online Case Note

Follow the instructions given on the screen and remember to Save your note after you have completed it; this stores your note so that it can be accessed by the Case Management Team.

Further instructions can be obtained by emailing [email protected]



mailto:[email protected]



Section D.

Referrals from HR Managers & Occupational Health Providers

In addition to providing face-to-face counselling for clients who have initially self-referred by calling the helpline, WSM arranges counselling in response to management or occupational

health referrals. Referrals from managers and occupational health providers often include the requirement for a written report.

1. Reports for Employers

Employers and OH normally require an Assessment Report to be prepared after an initial assessment session. This is similar to a medical report but from a psychological perspective. The

Assessment Report recommends any additional counselling therapy (i.e. number of sessions)

needed to follow the assessment session. Reports should be clear and straight-forward and should enable an employer to understand what should be done to facilitate a return to work (if

appropriate).

2. Confidentiality & Client Consent

Confidentiality remains a core principle of WSM’s code of professional conduct and is one of the most fundamental ethical obligations owed by counsellors to their clients. The major part of what

is discussed in a counselling session will remain confidential.

A report will only go back to an employer or other health professional if the client has given their explicit consent. If a client has accessed the service through the Employee Assistance Helpline

(self-referral) and it is necessary to ask the employer for authorisation for further support, the

client will have to sign a Disclosure Consent Form confirming their agreement to their identity being revealed to the employer.

A Consent Form is also required for Occupational Health and Management referrals when an

Assessment Report is required after the first session. WSM contacts the client and sends the

consent form directly by email or post, and the client posts the signed form back to WSM. This allows WSM to forward the counsellor’s Assessment Report along with the consent form to the

Occupational Health team or HR. WSM does not send the reports to OH or the employer until WSM has received the employee’s signed consent form to allow this. The consent form clearly states that

some issues raised in the counselling session(s) will remain confidential between the client and counsellor and counsellors should be aware of what is appropriate information to include on a

report. A scanned copy of the signed consent form will be sent to counsellors on request.

3. Assessment & Evaluation Reports

An Assessment Report is provided after an initial assessment that is usually arranged as a stand alone session. The Assessment Report, emailed to the counsellor before the session, gives contact

details of the client and may also give information on the presenting issue from an HR manager or OH. An Evaluation Report is usually provided by the counsellor at the end of a course of

counselling and gives more information on the counselling process; an Interim Evaluation

Report may also be requested halfway through a course of counselling. Examples of an Assessment Report and/or Evaluation Report with suggestions of the type of information to include

can be sent to a counsellor on request.


4. HR & OH Referrals - Process & Administration 1. WSM emails a partially completed Assessment Report to the counsellor (who has

already accepted the referral). This includes contact details of the client and a summary

of the presenting issue.

2. WSM contacts the client to explain that a signed consent form is needed in order that

a report may be sent to the employer. WSM sends the consent form along with Counselling FAQs to the client, either by post or email; the client posts the signed form

to WSM before the assessment date.

3. The counsellor calls the client to arrange an assessment session: this is a stand-

alone session and although it is expected that it will normally lead to a course of

counselling, no further appointments should be made until authorisation is received.

4. The client brings their signed consent form to the session if they have not already

sent it back to WSM. The counsellor will be sent a blank consent form for the client to sign if necessary.

5. After the assessment counselling session, the counsellor completes the Assessment

Report and uploads it to their Case Note for that session. At this point the signed

consent form must also be sent to WSM if necessary, either as a scanned attachment,

by fax (020 7084 0324) or post.

6. WSM forwards the report and consent form to the employer or Occupational Health

provider and awaits authorisation for any recommended sessions. It is important that any further counselling does not commence before authorisation is received!

7. When WSM has received authorisation the counsellor is contacted and instructed to

call the client to begin the course of counselling. A blank Interim report form may be

emailed at this stage if required.

8. The counsellor arranges the first appointment (which is recorded as Session 1) with

the client and informs WSM of the date of this.

9. After each session, the counsellor completes an online Case Note within 48 hours of

the session, via WSM’s website. These are for the clinical records which are held by

WSM and are not sent to employers.

10. If an Interim Evaluation Report is requested this is completed after the 3rd session

of a 6 session course and emailed back to WSM as an attachment – this will then be sent on to OH or the employer. The Interim Report provides the opportunity for a

counsellor to recommend further sessions if needed.

11. The counsellor will need further authorisation for any extra sessions recommended,

but meanwhile should continue with the course already started. Authorisation may be

given for extra sessions at this time, along with requests for a further interim report.

12. After the final session, the counsellor should complete a Final Evaluation Report. If

the counsellor recommends further sessions this should be communicated to the Client Services Manager before the final session so that a good therapeutic ending is not

compromised.


Section E. Clinical Standards

1. Clinical Governance & Standards WSM operates to the highest clinical and ethical standards. We are members of both main

professional bodies associated with the provision of EAP and counselling services, namely:

British Association for Counselling and Psychotherapy (BACP)

Employee Assistance Professional Association (EAPA)

All of WSM’s clinical standards, practices and processes are fully compliant with the standards,

guidance and best practice models as set out by the BACP.

Models of Counselling & Theoretical Approaches WSM’s Counsellors (and psychotherapists) work from a variety of theoretical approaches. The choice of which approach (or combination of approaches) to use will be made by our clinical team

based upon the client’s (employee’s) needs. An employee (or their manager) can also request that a particular approach be used, e.g. CBT. We welcome counsellors from a variety of modalities:

the most common are Integrative, Cognitive Behavioural therapy (CBT), Solution-focused brief therapy, and Person-centred Counselling.

2. Confidentiality

Confidentiality lies at the heart of Wellbeing Solutions’ code of professional conduct. Wellbeing Solutions abides by the principles and practices of the British Association for Counselling and

Psychotherapy (BACP) and each clinician we use is accredited by and abides by the code of practice of their professional body.

No information about individual employees - including the fact that they have called - will go back

to their employer unless they have provided their signed consent to allow this.

There are certain circumstances, however, in which a counsellor may break confidentiality without

the client’s express permission. No counsellor will do this without a great deal of reflection, assuming time is available for that. To break confidentiality a counsellor must act within the law

and have a legitimate objective, such as the protection of life and health, or the prevention of a

serious crime.

A counsellor will normally consult a colleague and may also take independent professional advice

before proceeding. Every effort is made to ensure the action is both reasonable and proportional. Professional codes (e.g. the BACP or BPsS Code of Ethics and Practice) help to inform such actions,

as does being informed by legal advice. In almost all cases of disclosure the client is aware of it immediately, but should that not be the case we will seek to inform the client in a manner

appropriate to the particular situation.

It is WSMs intention that all affiliate counsellors will abide by the BACP code of ethics and as such inform clients at the beginning of sessions of their confidentiality rights.

3. Clinical Advisory Panel

The WSM Clinical Advisory Panel is a small group of highly experienced, BACP accredited counsellors who provide general clinical and professional advice to the Case Management Team,

and also offer clinical supervision for WSM counsellors, if required. If a counsellor has any concerns about a client that cannot be resolved by speaking to a member of the Case Management Team or

in that counsellor’s normal supervision, the counsellor can request to speak to a member of WSM’s

Clinical Advisory Panel for further guidance. The counsellor should call the CMT to arrange a telephone appointment.


4. Risk Assessment Levels & Procedure

All Wellbeing Solutions’ Affiliate counsellors are competent BACP accredited therapists and are trained to identify and respond appropriately to clients where risk is assessed. Wellbeing Solutions

takes its responsibilities and duty of care extremely seriously and closely monitors all cases where

any potential risk to a client or a third party is identified, providing rapid intervention where that risk is determined as significant.

After every counselling session counsellors are required to complete an online note which includes

a client risk assessment measuring risk of self-harm and/or risk of harming someone else (a 3rd party risk). The following table outlines the Risk Levels and actions to take. It is also available on

the website. After every counselling session, counsellors are required to complete an online note which includes a client risk assessment measuring risk of self-harm and/or risk of harming someone else (a 3

rd party risk). The following table outlines the Risk

Levels and Actions to Take by the Counsellor, WSM Staff and WSM’s 24/7 Call Centre in each level.

Risk Measurement (Level)

Client symptoms that may be present Actions

Counsellor

Level 0

No Risk

No Risk Identified

Normal clinical presentation without risk indicators present.

Complete online assessment or case notes as normal.

Level 1

Low Risk

awareness but no action needed

Low mood.

Client may be showing signs of stress, anxiety or difficulty coping with work or personal life.

No ideas or statements about suicide ideation or not wanting to live.

Record & Monitor Counsellor describe risk-related presenting

issues in the online case note (so that they are clear to CMT).

CMT & Counsellor to continue to monitor in subsequent sessions.

No further specific action required

Level 2

Moderate

Risk

(Yellow Flag)

Awareness but no action needed

Continuous low mood for 2 weeks or more. Indication that client may have self-harming behaviors or coping strategies. Suicidal ideation may be present, client may use statements such as "What's the point? People wouldn’t miss me if I was gone” etc. Client does not appear to have a clear and concise plan, or the specific means to hurt themselves or others but suggests or hints at this at least once at which point this should be clearly questioned and probed with the client.

If questioning client and more information reveals intent of suicide or harm to others then escalate risk level to Level 3

Record & Monitor Describe risk-related presenting issues in the online case note (so that they are clear to CMT). Continue to monitor in subsequent sessions. If feeling low for 2 weeks or more advise client to make an appointment with a GP to discuss mental health Advise client on practical strategies for managing wellbeing i.e. signpost to online resources or local organisations. Empower client to strengthen support networks from the first session. No further specific action required

Level 3 High Risk or

Emergency Action (Red Flag) Consider Immediate action

CALL 999

During the call or F2F session, a real and plausible intention to harm self or 3

rd party is

identified. Client shows signs of acute distress, describes details of plans and harmful intent i.e. criminal activity, terrorism, or threat to vulnerable person. This includes significant threat to the health and safety of those within an orginsation.

Suicide with intent expressed - client has the means, plans and intention to do so.

CALL 999 1. Get client’s name/location/ number and

details of next of kin or someone nearby. 2. Keep the client talking 3. Get the number of the GP who is

responsible for the clients mental health 4. Tell the client what actions you are about to

take and why you are legally obliged to take them

5. Advise client that emergency services are on the way

6. Call 999 – Ambulance and Police this

may 'freak' client, so needs to be talked through with them if they are lucid before the 999 call is made if at all possible

7. Contact WSM as soon as practical 8. Describe clearly and in detail in the

online case note all actions discussed and taken

If a counsellor requires any consultative or clinical support following a traumatic or challenging

session they should contact the Case Manager or Operations Director as above, who will direct them to an appropriate source of support.


Section F. Administration

1. Invoicing and Payment of Counsellors

1. We pay all our counsellors on a monthly basis via BACS.

2. WSM pays for all sessions actually completed in a calendar month period – irrespective of

whether an on-going course of counselling straddles one or more months.

3. In the first half of the month following that in which sessions have been provided, you will

be sent a Counsellor Provider Statement detailing the sessions (including any Reports)

that you have completed in the previous month. This is generated from the online case

notes sent to us (it is vital that all Case Notes are submitted on time and within 48 hours of the session time).

4. If you have completed a session that does not appear on the statement, please inform the

Case Management Team; the case note may not have been saved and in this case will need

to be resubmitted – alternatively there may have been an administrative error at WSM.

5. After you receive a statement that agrees with your records please send us your invoice.

The deadline for receipt of invoices is the end of the month following the month when the sessions took place. A sample invoice is shown on the next page.

6. Invoices must match the Counsellor Provider Statement to be authorised for

payment.

7. Payment will be made via BACS in the first two weeks of the next month following the

receipt of your correct invoice. A Remittance Advice note will be emailed to you.

Example Payment Timetable Summary:

March Counselling sessions delivered (between 01 – 31 March).

First half of April WSM sends a Statement of all sessions delivered in March.

Second half of April Counsellors send WSM an Invoice – matching the Statement.

First half of May WSM pays counsellors (by BACs).

8. In order to ensure prompt payment of your invoice we will need your Bank Account details as follows:

Bank Name Bank Account Name

Sort Code Account Number

Please forward your bank details to:

[email protected]



INVOICE (sample)

To: Wellbeing Solutions Management

Name and Address of

Counsellor:

Date of Invoice:

Counselling for the month of:

Session Details (cut and paste from statement)

Case ID Session Date Session Type Fee

Total Due

Payment Type: BACS

Name of Payee

Bank

Bank Sort Code

Bank Account Number

Invoices must be emailed to WSM:

[email protected]



Section G. Joining WSM

1. The Contract Between Counsellors and WSM At WSM we value our counsellors highly: they are essential partners to us and we rely upon their

standards of professionalism and integrity. Many of our counsellors have worked with us for a number of years and we have built up excellent working relationships with them; we are also

always happy to welcome new counsellors to our team.

Counsellors working on behalf of WSM are acting as our representatives and ambassadors; we

rely on their standards of professionalism and integrity and trust them always to represent the company in a professional manner. On joining WSM as an affiliate, the counsellor must agree to

work within the systems and processes used by WSM as set out in this document; signing the registration form is an indication that this is accepted and confirmed.

2. Joining WSM’s Network of Counsellors

Quality, integrity and professionalism are WSM’s core values. As an organisational member of the

BACP we are bound by its Ethical Framework and in everything we do, WSM seeks to maintain the highest standards of professional conduct and practice.

Fundamental to WSM's quality management ethic is the selection of appropriately experienced and fully qualified counsellors, supported by WSM's comprehensive policies and procedures (i.e.

confidentiality, administration etc.).

WSM aims to work with counsellors from a variety of different cultural and social backgrounds. We

employ counsellors who use a number of theoretical approaches, including: Behavioural, Cognitive, Eclectic, Gestalt, Humanistic, Integrative, Person-centred, Psychodynamic, Solution-focused and

TA. We seek a diversity and pluralism to match the profile of our clients. Because of the nature of the WSM service, we also seek counsellors who have particular expertise and experience in one or

all of the following areas:

Telephone counselling

Short-term work

Employment related difficulties

Post Traumatic Stress

Relationships

Stress

3. Qualifications & Accreditation First and foremost, Wellbeing Solutions Management aims to provide a high quality, valuable,

practical and ethical service to its clients. To do this we require a motivated team of professional counsellors who share our values and standards.

WSM Network Affiliation Criteria:

1. Be an accredited member (or working towards accreditation) of the BACP, BABCP, BPS or

UKCP, 2. Abide by the code of ethics of one of the above organisations,

3. Have a minimum of two years post qualifying experience as a counsellor

4. Provide a supervisor reference verifying counsellor training. 5. Attend regular supervision – with your usual supervisor in line with BACP requirements i.e.

1 ½ hours a month. 6. Meet the BPS/BACP requirements for Continued Professional Development.

7. Have professional liability insurance of at least £250,000.


Counselling Network Application Form WSM reserves the right to terminate this agreement if we do not receive evidence of qualifications.

Contact Details

First name Surname Title

Address Home address:

Work Address: (where you see clients)

Main contact telephone number The number that will be used by WSM and where messages about client referrals can be left and accessed by you out of hours.

Home no.

Email address

Web address

Counselling Services Provided (please tick boxes)

Telephone Face-to-face Online i.e. Skype

Other Services Provided

Indicate any additional services you provide.

Yes / No Additional information:

CBT

Critical Incident Stress Debriefing – to individuals

Critical Incident Stress Debriefing – to groups

Anger Management

Are you DBS checked?

Other services provided?

Other relevant information

Additional information not included on your CV

Declaration & Attachment Check List: 1. I confirm that I meet WSM’s Network Affiliation Criteria (as set out on page 15). 2. I confirm that I have read, understood and agree with WSM’s Counselling Procedures. 3. I attach a copy of my current certificate of Professional Indemnity Insurance. 4. I attach copies of my counselling qualification certificate(s). 5. I attach a copy of my BACP, UKCP or BPS accreditation certificate. 6. I attach a comprehensive CV, showing all qualifications, relevant training, courses attended and other relevant information.

Signed: Date:

Please email this signed form & scanned copies of documents to: [email protected] If we do not receive your documents you may not receive counselling clients from WSM.



Section H.

Additional Information

1. Background information on WSM

WSM is one of the UK’s leading providers of employee assistance programmes (EAPs) and

confidential staff counselling services. An EAP is a service that is paid for by employers (normally through HR) and offered as a free and confidential benefit to employees – and normally their

immediate family. The service is free to use for employees, is accessed via a free-phone line, and provides confidential advice and counselling (and legal and general advice) on all workplace,

family, personal and domestic issues.

See our website for more information: www.wsm-wellbeing.co.uk

WSM brings a fresh approach to the traditional EAP market. By concentrating on the core aspects

of counselling and management reporting, we are able to combine high quality service delivery

with unrivalled value for money.

The provision of high quality EAPs is our core activity. We combine the resources and professionalism of a multi-national corporate provider, with the customer care, hands-on passion

and commitment of a Small to Medium Enterprise. Alongside EAPs we also provide a full range of

complementary stress management services including:

Critical Incident Support

Psychological Assessments

Mediation and Dispute Resolution

Stress Management Training:

Cognitive Behavioural Therapy (CBT)

Eye Movement Desensitisation and reprocessing (EMDR)

Counselling Assessment & Evaluation Reports

2. Onward Referral & External Resources

It is the responsibility of counsellors to know how to refer clients on at the end of the

therapy agreed with WSM.

As an EAP, WSM offers short-term intervention and this is not always appropriate or

sufficient for clients who present with complex or numerous issues e.g. psychiatric

disorders, problems relating to childhood abuse etc. which will require more long-term support.

Where appropriate, and especially where work-related issues are involved, WSM

counsellors should encourage clients to discuss their concerns with their employer directly.

This will help employers to take any necessary internal action.

If clients require specialist advice (i.e. legal advice from a lawyer) beyond the scope of a

standard counselling and advice service, and/or would benefit from contacting a specialist

organisation or individual, the WSM counsellor should contact the Client Services Team.

If in doubt about referring a client on, counsellors should refer to the BACP information

sheet P17 which gives information on this.



Information, Sign-Posting and Legal Advice

EAPs today provide much more than counselling support. WSM offers comprehensive information, advice and signposting on a broad range of practical issues. All employees have

access to our website: www.employeeassistance.org.uk

Money and General Advice WSM provides comprehensive money and general sign-posting advice covering many areas

including:

Debt Counselling

Money and banking

Benefits advice

Childcare & eldercare information

Health support

Housing and accommodation

Schools and university

The WSM EAP can signpost employees to specialist services where referral to the Employee Assistance Programme is inappropriate. WSM will undertake bespoke research for an employee

for a particular enquiry, if required.

Employment Advice

Our employment advisers are trained to help employees manage work-related problems and challenges and to encourage good communication to promote harmony in the workplace. We will,

where appropriate, always encourage employees to talk to their manager or employer about a workplace problem they have.

If requested, we will act as a mediator and approach an employer on an employee’s behalf.

Our employment advisers will never provide direct assistance to an employee who is seeking to take action against their employer. This is not an appropriate role of an EAP service. Indeed,

EAPs help to minimise formal grievance actions and are shown to reduce the incidences of disputes

going to Employment Tribunals.

In the vast majority of cases, the employment related information provided by our employment advisors is non-contentious, straight-forward practical advice on basic contractual and employment

issues, such as working hours, holiday arrangements, over-time payments, etc.

Legal Advice The EAP provided by WSM includes access to WSM’s team of experienced and multi-disciplined

legal advisers. Employees can use the EAP to access confidential telephone legal advice on a variety of legal topics, including:

Property law

Consumer law

Financial law

Family law

Marital law

Commercial law

http://www.employeeassistance.org.uk/


3. WSM’s Employee Assistance Website

The Employee Assistance website gives employees links to a variety of useful

sources of practical help and advice. Where available we also provide the telephone

numbers and opening times of many specialist help-lines run by leading experts in their fields.

The website also gives employees another way of getting in touch with WSM. They can

email us about any issue and give a preferred time for one of our counsellors or advisers to call them back.

The Employee Assistance Online address is: www.employeeassistance.org.uk

To enter the Employee Assistance website employees need to use the password allocated to their organisation.

Employees’ use of the website is completely confidential and anonymous - the access

code simply tells us how many times the site is visited.

Employers will have communicated the password to employees when the service was

launched. This will often be included in a covering letter and/or may be on the

employer’s intranet site for staff. Normally their HR team will know. Alternatively if an employee does not know their password, they can request it via the website.

This website is also a resource for counsellors – please take time to have a look at it,

using our internal password w6sm

This password is CONFIDENTIAL and must not be disclosed to any third party.

Clients will have their own employer specific password.

http://www.employeeassistance.org.uk/


4. Terms and Phrases Used

Term Description

Assessment A clinical evaluation by a counsellor of a client’s presenting

issue(s) and recommendation for further therapy.

Assessment Note (AN)

The case note provided by TACT after the first contact

from a self-referring client. In addition to reporting on the (telephone) counselling session provided, the AN records

any recommendations for further therapy, in particular any

escalation to a course of counselling or other external (GP etc.) referral. Must be completed after each and every

session and within 24 hours of delivering the session.

Assessment Report

A one-page report completed by a counsellor that records a

client’s presenting issue(s) and recommendation for further therapy. Most Assessment Reports are requested by the

client’s employer. Completed at the beginning of a

(possible) course of counselling – to determine what type of therapy and how many sessions may be recommended.

Before an Assessment Report is compiled, clients must sign a Disclosure Consent Form.

Authorisation

Normally used in the context of the provision of face-to-face counselling when permission is required from the client’s

employer (normally HR) to proceed with face-to-face counselling. This will be requested if the employer’s EAP

contract only covers telephone counselling and/or if an

additional course of counselling is being sought/recommended. Authorisation also comes from WSM

in terms of how many face-to-face counselling sessions are to be provided to a client.

Case

The activity relating to a specific client. A case can last for many weeks until it is finally closed on completion of the

final session. A case can comprise of one or multiple

sessions.

Case ID

WSM’s internal reference number to identify separate cases.

The Case I.D. is used at all stages of the counselling process and enables WSM to track and manage all activity.

Counsellors should always refer to the Case ID in any contact with the Case Management Team.

Client The individual or employee who is receiving counselling

therapy.

Client Services Team / Case Management Team

The Client Services Manager and Administrators working in the WSM office.

Case Note

The online feedback session note completed after each and

every session. Must be completed within 48 hours of

delivering the session.


Counselling Session

Statement

A statement generated by WSM’s I.T. system showing all the sessions provided by a counsellor in a calendar month

period. Normally produced for counsellors to assist with the

preparation of invoices from counsellors to WSM. Only sessions that have been reported back to WSM via the

online reporting system will appear on a Counselling Session Statement. Invoices must match Counselling Session

Statements before they can be paid.

Course

A number of counselling sessions provided to a client in a

particular case. A course can comprise of one or multiple sessions.

Customer The client’s employer and the organisation with whom WSM has a contract to provide EAP services.

Disclosure Consent Form

A form that is signed by a client giving permission for a report(s) on their counselling to be written by the counsellor

and sent to their employer. This is normally used in

conjunction with an Assessment Report and Evaluation Report.

EAP

Employee Assistance Programme. Originally an American

description, the term is now also used in the UK to describe a service provided to UK employers. Principally a

management tool for an employer as part of a wider

absence management, health and safety, occupational health, risk management and employee benefits strategy.

Evaluation Report

A one or two page report completed by a counsellor that

records a client’s progress and development in relation to the counselling therapy they have received. Completed at

the end of or part way through a course of counselling –

normally but not necessarily following an initial Assessment Report. Most Evaluation Reports are requested by the

client’s employer. Before an Evaluation Report is compiled, clients must sign a Disclosure Consent Form.

Referral

The transfer of a client to a counsellor or other professional

who will provide services.

Referral Notification Briefing

Contact details of the client with a summary of the

presenting issue from either a telephone assessment, management referral or occupational health referral. (NB

OH referrals normally sent by Assessment Reports.)

Session

A single delivery of counselling to a client. A session can be

either for telephone counselling, telephone advice and

information or face-to-face counselling. Telephone sessions will typically last for 25 – 30 minutes. Face-to-face

counselling sessions will normally be for 50 minutes. An administrative call to a client does not constitute a session.

Usage Report

A report sent to customers showing the quantities and types

of sessions provided to their employees in a given period. Confidentiality is maintained and the identity of clients and

counsellors is never revealed.


5. WSM Team Roles and Contact Details

Clinical & Case Management

Petra Nunzi (Clinical Director)

07808528803 [email protected]

Mandy Rudland, Case Manager [email protected]

Liz Attawell, Case Manager [email protected]

Emma Swayne, Case Manager [email protected]

Gosia Rohde, Case Manager [email protected]

Katherine Stroud, Case Manager [email protected]

Account Management

Patrick Chamberlain, Head of Employment Advice Team Any queries about employment law should be directed to Patrick

[email protected]

Mobile: 07738 124 130

Krisztina Majer, Finance Manager Krisztina is responsible for sending out Counsellor Statements (of completed sessions) and paying fees. Invoices and any queries about payment should be sent to

[email protected]

Josephine Bey, Operations Director

Your first point of contact for any out of hours queries. [email protected]

Office: 020 7708 5000 Mobile: 07800 86 29 30

Business Development

Steven Stanbury, Commercial & Managing Director

[email protected]

Mobile: 07751 095 281

Alex Mirfield, Account Manager

[email protected]

WSM Wellbeing Solutions Management

11a Turney Road London

SE21 8LX Tel. 020 7708 5000

www.wsm-wellbeing.co.uk














Wellbeing Solutions Management 11a Turney Road

London SE21 8LX

Tel. 020 7708 5000

www.wsm-wellbeing.co.uk


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