Use your knowledge base to BROADLY assess your Client's needs.
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Know your community resources! This may include: self-help groups,
support groups, psychotherapy, other types of therapy, church groups or
other organizations or services. Remember that Aurora EAP also offers
Specialized Work-life Services, including: child care or elder care
information and referrals, assessment and referral for money management
and credit problems, and consultation with and/or referral to an
attorney. Affiliates may direct Clients back to Aurora EAP for these
particular services.
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Resolve the problem in the limited format of the EAP Services, if
possible.
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Maintain flexibility in your approach and in the content of the EAP
Assessment.
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Be clear about the specific role you have as an EAP counselor when
working with the Client.
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Work with the client's health benefits if referring to an
insurance-covered service. This means finding out whether the person you
wish to refer to is covered by the insurance, and working with the
insurance company if there is a provider network which must be used. If
the client has no insurance for needed services, work within the
client's means, using agencies with sliding fee scales, etc.
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Attempt to complete the assessment process in one EAP Assessment if
at all possible. This allows the client to move on and begin any future
services as soon as possible.
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Provide and clarify information so the client will understand what
the EAP process is.
DON'T…
Treat the client yourself for mental health or AODA problems.
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Give a diagnosis. This is not psychotherapy or treatment. (See the
Affiliate Manual, page 24 for explanation of one exception to this).
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Bill the client or their insurance company. EAP services authorized
by Aurora EAP are paid for by Aurora EAP, based on your submitting the
completed EAP Assessment paperwork according to our requirements.
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Allow the client to become too connected with you. If the client
must be referred to another resource (i.e. for therapy), this will avoid
the client feeling as if they must start all over.
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Refer the client to yourself for treatment. Self-referring can blur
your roles and confuse the client. It also opens the door to many
problems (e.g., the opportunity for the Affiliate to mistakenly assume
that they are covered by the client's insurance, only to later have
claims rejected by the insurance company).
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Have clients sign all forms while in the waiting room, or sign forms
without reading and understanding.
