H.A. basics - Knowledge check on our current package Flashcards
This should be a piece of cake!
Are there any hours Health Assured is closed?
Nope, the helpline is open 24/7 - 365 days out of the year!
Are my calls confidential?
Absolutely, you will receive confidential independent support. (Important word choice)
Who’s picking up the phone on the other end?
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.
Isn’t Health Assured super busy with COVID?
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!
Ok, you say 24/7… But is it quieter on the weekends?
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).
What about the live chat? How does that work?
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).
I’m an Admin and I’d like to promote Health Assured. What resources do I have access to?
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.
Health Assured follows a holistic approach. What are 5 types of wellbeing covered?
Mental Health Financial wellbeing Physical Illness Work Life Personal life
Why would I call a counselling helpline to be connected with a Legal advisor?
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.
Are H.A.’s legal advisors actual lawyers?
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.
What about the Financial & Debt service, are those legitimate professionals?
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)
I’m tempted to give them a call. How can I do this?
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!
How will a counsellor on the helpline know how to help me?
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.
What if I have a crisis going on? Or just experienced something traumatic?
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.
Is there an app I can use?
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.
