H.A. basics - Knowledge check on our current package Flashcards

This should be a piece of cake!

1
Q

Are there any hours Health Assured is closed?

A

Nope, the helpline is open 24/7 - 365 days out of the year!

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2
Q

Are my calls confidential?

A

Absolutely, you will receive confidential independent support. (Important word choice)

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3
Q

Who’s picking up the phone on the other end?

A

Health Assured is a BACP accredited organisation. You will always be met by a certified counsellor on the other end of the phone - no matter what time you call.

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4
Q

Isn’t Health Assured super busy with COVID?

A

Health Assured ensures their phone lines and shift schedules are staffed at over-capacity. In fact, they recruited more counsellors right at the beginning of the pandemic.

They’re a really good resource at this time. Not surprisingly, the most popular reasons for calling have been around childcare and eldercare!

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5
Q

Ok, you say 24/7… But is it quieter on the weekends?

A

H.A. estimates that roughly 25% of calls their receive take place outside of the 9-5 typical working hour / week days. Counsellors work overnight and on weekends to make sure they answer the phone within 8 seconds (3 rings).

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6
Q

What about the live chat? How does that work?

A

Health Assured has a live chat that isn’t available 24/7. When it is, you’ll see the chat bubble in the lower right hand corner of their website.

They have a live agent (instant chat) plus an email address to be extra accessible. These two channels are intended to help guide people to phone line (where a counsellor can help the most).

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7
Q

I’m an Admin and I’d like to promote Health Assured. What resources do I have access to?

A

Health Assured’s website has a tab dedicated to their wellbeing resources.

You have access monthly webinars (this months was ‘How to Avoid a Sedentary lifestyle’.

You can also find 4-week programs on topics like hydration, sleep, quit smoking.

Plus financial tools (budgeting calculators and assessments). Oh, and tons of fact sheets.

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8
Q

Health Assured follows a holistic approach. What are 5 types of wellbeing covered?

A
Mental Health
Financial wellbeing
Physical Illness
Work Life
Personal life
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9
Q

Why would I call a counselling helpline to be connected with a Legal advisor?

A

This is part of Health Assured’s holistic approach.

The holistic approach is great because someone might call in saying they have anxiety, but through their initial triage a caller could uncover that it might be to do with debt, etc.

In this case, perhaps they might benefit from structured therapy or they might benefit from speaking to a legal advisor.

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10
Q

Are H.A.’s legal advisors actual lawyers?

A

Yup. And they are also available 24/7.

H.A.’s in-house legal professionals have four years’ study having both a law degree and completed a Legal Practice Course (LPC).

They can support on a range of issues including but not limited to: Motoring, consumer, family (including childcare), dependent care, wills and commercial

They can also help signpost callers to appropriate specialist free organisations such as CAB, ACAS etc.

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11
Q

What about the Financial & Debt service, are those legitimate professionals?

A

Definitely. You have access to advisors with four years’ study, degree qualification and a minimum of two years experience providing signposting and support services

These advisors are also advised by leading organisations like Money Advice Service and Stepchange

They can support on a range (this isn’t exhaustive): Debt, investments, pension, money, negotiating with creditors
Signposting to appropriate specialist for long-term free support with Stepchange (national debt charity)

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12
Q

I’m tempted to give them a call. How can I do this?

A

Well you’ll have to take a few quick steps:

1) Redeem the Health Assured perk
2) Ring the number in the upper right hand corner
3) Make sure you quote Perkbox - not your company name - to get started with the call

That’s all there is to it!

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13
Q

How will a counsellor on the helpline know how to help me?

A

When someone engages on the helpline, Health Assured’s counsellors will welcome you into a conversation to gain a clear picture of what is occurring.

This is known as their triage process. The goal during triage: Provide a resolution in that call, in that moment.

Following triage, a counsellor will make the correct recommendation as to whether structural therapy or Information Services (Financial / Legal advisor) is best fit.

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14
Q

What if I have a crisis going on? Or just experienced something traumatic?

A

If an individual makes contact via the helpline in crisis and in distress, then a counsellor will perform in-the-moment support.

They will ascertain the level of risk, take action on the call, and also provide advice for ongoing support. You’re in very safe hands.

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15
Q

Is there an app I can use?

A

No, it’s only the online (web) functionality we have access to via Perkbox.

By clicking ‘redeem’ you get access to the website without needing a log-in of any sort! This is just another way we are able to protect confidentiality.

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16
Q

Can you tell me some awards & accreditations?

A

1) Feefo Gold Trusted Service 2019 & 2020
2) BACP accredited as an organisation
3) Nat’l Suicide Prevention Alliance Member
4) Stonewall

17
Q

Does H.A. offer critical incident support as part of my package? (i.e. Could someone speak to my company re: COVID)

A

HA offers immediate support via the helpline. Another element at an additional cost is “Critical Incident Support” (a counsellor comes to the office to debrief for a group of people - or currently via video conference).

18
Q

Can you provide reporting for me about Health Assured usage?

A

No [for our current package] - as people quote Perkbox, we don’t have details stored by company name for confidentiality reasons.