Practical assistance

We provide practical assistance to employees when personal or work issues arise that may impact on their ability to do their job or affect their wellbeing.

EAP Services provides a focused intervention of assistance for employers and clients to enhance, enable and assist functionality in the workplace. It is an employer funded programme and provides therapeutic counselling interventions within a contracted timeframe. Flexibility of counselling approaches, which are tuned to individual or group needs, are provided via a range of contact options including ‘in person’: video’: ‘phone’: ‘web chat and web journaling’ or workplace modalities. The maintenance of mental fitness and personal wellbeing are key foundational principles in the EAP context.

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Such issues can include:

  • Stress and pressure – personal or work.
  • Depression and anxiety.
  • Workplace issues and changes.
  • Bullying and harassment support.
  • Anger and conflict issues.
  • Relationship and family matters.
  • Grief and loss.
  • Life transition and personal development.
  • Health and wellbeing.
  • Career planning.
  • Budgeting and money management/coaching.
  • Personal legal advice.

Employers, managers, supervisors and team leaders can also access support when faced with an employee who has work problems but has not responded to normal supervision.

It’s important for you to use consistent procedures when dealing with employees whose personal problems are affecting their work performance – and we show you how.

Features & benefits

Our programme stands apart from other EAP programmes because we offer a mix of professional and confidential counselling services across NZ and internationally.

You can take advantage of:

  • Three counselling models: in-person, telephone and video.
  • Our IT Counselling Management System that allows employees from anywhere in New Zealand to make local appointments during their initial call.

  • Local customer service representatives that promote the employee assistance programme to managers and employees right throughout New Zealand free of charge.
  • 24/7 Critical incident support for customer organisations.
  • A secure web-based information system that allows customer organisations to access their EAP statistical data.
  • A structured process for identifying EAP Programme trends and patterns.
  • Counselling professionals who all have formal qualifications and professional body memberships.

Critical incident support

A critical incident is any event that is unexpected, acute or stressful and that may exceed the normal coping capacities of those involved.


While some people will have the ability to 'ride through' such an event, others may struggle.

The severity of the impact most often depends on the severity of the event itself and the psychological make up of those directly affected.

Critical incidents can lead to emotional, and sometimes physical, distress, often to the point where the employee can no longer function in the workplace.

EAP Services provides immediate response to any critical incident on a 24 hour, every day of the year, basis. Our professionals train in psychological first aid and have critical incident and case management expertise.

Key features of our critical incident support services:

  • Guaranteed response times and action plans.
  • Coverage 24 hours per day, 7 days per week.
  • Professional support for employees involved in a serious incident.
  • Individual and/or group support as required.
  • Liaison and support for management, both immediately in response to the incident and following the initial intervention.
  • Proactive care that assists employees return to the workplace.
  • Formal critical incident reporting to management.

For further information on this service or to obtain assistance to support a critical incident, please contact us on:

New Zealand 0800 327 669
Australia 1800 726 474
Fiji 00800 3362
International +64 9 353 0906

Whistleblower Hotline

The whistleblower hotline provides an alternative to using existing administrative channels to report instances of Code of Conduct violations.

Ethics & Compliance Hotline

Our Ethics and Compliance, or Whistleblower, Hotline allows employees or members of the public to voice their concerns about suspected violations of the Company Code with no negative reprisals to themselves.

Employees have access to this confidential service to report concerns or possible serious wrongdoings against the organisation's Code of Conduct.

For further information or to call the Support Centre please contact EAP Services Limited:

0800 327 669

The Protected Disclosures Act 2000

Often referred to as the Whistleblowers Act, the Protected Disclosures Act 2000 came into force on 1 January 2001. It provides protection for employees who make disclosures of information about serious wrongdoings.

The act promotes public interest in the disclosure of important information by facilitating the disclosure and investigation of matters of serious wrongdoing in or by an organisation. It provides procedures under which disclosures can be made and gives statutory protection from liability or unfavourable treatment for employees making disclosures.

The term ‘employee’ includes former employees, home workers, people seconded to an organisation, and independent contractors working for an organisation.

Serious wrongdoings under the act include unlawful or irregular use of funds or resources, conduct that risks public health or safety, conduct that risks the maintenance of law, conduct that constitutes an offence and oppressive, improper discriminatory conduct and gross mismanagement.

EAP Implementation

Organisations should be aware there are several key success factors in the implementation and management of an employee assistance programme.

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Keys to success

  • EAP Services should have a clear understanding of the current issues facing your organisation in the delivery of your work, ie, organisational structures, working roles, important work periods, work environment, organisational working relationships, key health and safety requirements and specific work locations.

  • You should be provided with an EAP policy and model that best augments your own people policies.

  • Our professional team is fully briefed on the parameters of each individual programme and their performance criteria. 

Launching the programme

Once the main components of the programme have been determined and accepted, the next phase is to launch the programme to all employees.

Implementation briefings are usually conducted for both management groups and employees. These 20–30 minute briefings detail the key components of the programme such as:

  • Who can access the programme.
  • What the programme can be used for.
  • Number of sessions available to employees.
  • Key personnel.
  • Privacy and confidentiality.
  • Contact details for EAP Services.

EAP awareness literature, eg, pamphlets, fridge magnets, manager guides, posters, is usually distributed during the awareness briefings phase of the programme launch.


Our employee assistance programme service is totally confidential. This means the identity of an employee using the programme will remain confidential.

We do not share personal information about employees outside of our team without their permission. The exception is under circumstances provided for in the Code of Practice for Health Care Workers, eg, where their own or another’s person’s health or life is at risk.

The Privacy Act allows an individual to request access to information about them that is held by EAP Services Limited.

To ensure client information is safeguarded and information is only released with the consent and verification of identity of the person with whom the information relates we have created a Request to Access Personal Records Form (link to the attached document on this email).

If your employee requires a record of their attendance, they will need to also complete and return the above form.

The employee’s EAP professional can provide a copy and help them complete it.

All information requests should then be emailed to our Clinical Services Team -

Reporting to organisations

Reports to customer organisations are intended to assist with staff development programmes.

We have three models of formal reporting in relation to your staff usage and performance of our employment assistance programme:

  • Regular meetings with customer organisations to discuss programme usage. A formal written report is provided at these meetings.

  • Customer organisations have 24/7 online access to their programme usage data through our client management system. Individual company information is afforded online security that’s further enhanced by the use of a personal user name and password via our website login page.

  • Our professional team is required, under their contractual arrangements, to report any trends or patterns they identify through the referrals of individual employee assistance programmes. Relaying patterns to the customer organisation allows for prompt management and resolution.

NB: EAP Services strictly adheres to the provisions of the Privacy Act 2020 and the Health Information Privacy Code 2020. All reporting is of a statistical nature only and cannot identify individuals.

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Our Professional Supervision

EAP Services has a nationwide network of professionals who provide professional supervision services.

From time to time even the best managers may encounter workplace situations that can be uncomfortable to deal with. These situations can be ongoing and have the potential to impact on the manager’s performance.

EAP Services has a nationwide network of professionals who provide professional supervision services.

Our team employs a technique that enables your managers, supervisors and team leaders to develop and use their abilities in a broad range of workplace situations.

Our professional supervision targets developmental needs, and we provide a challenging yet fully supported experience.

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Types of EAP Services referrals

There are three ways that an employee can access their employee assistance programme.


When an employee is worried about their personal or work problems.

Employees do not have to seek permission from their employer to access the programme, they can seek help directly by calling  0800 327 669.

Formal manager referral

When an employee is referred to the EAP Programme by a manager.

In most cases these types of referral are linked to a performance or behavioural issue that is being managed by the employer.

When making a manager referral, the referring manager should complete the information on the Manager Referral Form with the employee and email the completed form to:

Suggested or informal referral

When an employee seeks EAP Services with assistance from a co-worker, human resources representative, employee representative, manager or team leader or the health and safety representative.

EAP Services provides a 24/7 psychological wellbeing service to the employees of its customer organisations.

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