Frequently Asked Questions

  • Why has the University’s preferred EAP provider changed?

    The leading global EAP Provider, Morneau Shepell, has purchased the Australian branch of Optum (our previous provider).  LifeWorks is the EAP service and wellbeing platform offered to University employees by Morneau Shepell.

  • Has the EAP phone number changed?

    No, you can still access the EAP service on 1300 361 008

  • Will I need to change my counsellor?

    No, you can still continue see your same counsellor

  • Are there any changes to my counselling service?

    All EAP counselling services are unchanged and remain private, confidential, free, and available 24/7

  • How can the EAP help?

    Below are some examples of how the EAP can support you.

    Work related issues:

    • Problems with performance
    • Relationships with co-workers
    • Managing conflict
    • Adjusting to change
    • Handling work stress
    • Making career choices
    • Dealing with traumatic events

    Personal or family issues:

    • Concerns about children
    • Relationship issues
    • Financial or legal problems
    • Midlife issues
    • Domestic violence
    • Emotional or physical abuse
    • Grief or loss
    • Substance abuse, alcohol and other drug dependencies
    • Stress management
  • How much does it cost to access the service?

    The EAP is an employer funded counselling, health and wellness initiative; there is no personal charge to you.

  • How many sessions can I access through the EAP

    This service provides short term and immediate assistance. You can access three (3) counselling sessions through the EAP.  A further three (3) sessions may be available upon approval; your counsellor can request this approval from LifeWorks.

  • What is the duration of each counselling session?

    Each EAP session is approximately 1-hour in duration

  • Who can access the service?

    All Charles Sturt University employees and their immediate families

  • How do my immediate family members access the service?

    Your immediate family members can access the counselling service by phoning 1300 361 008.

    You can also invite your immediate family members to create a dependant account on the LifeWorks wellbeing platform.  You can send them an invitation via the ‘profile’ page of your portal.

  • How are the counselling sessions delivered?

    EAP sessions can be delivered:

    • face-to-face;
    • over the phone; or
    • online via Skype
  • Is my engagement in the sessions and the wellbeing platform confidential?

    LifeWorks will not share any information about your counselling with anyone.  As your employer, we will not have access to know who has used the service.

    LifeWorks will only share your information with your written permission or for safety obligations

  • Are LifeWorks counsellors experienced and qualified

    LifeWorks counsellors are professional, friendly and caring qualified psychologists and social workers.  All counsellors have peak industry body accreditation and substantial experience.

  • What can I expect when making an appointment by phone?
    • Call 1300 361 008 and your call will be answered by a Client Care Consultant who will undertake an initial registration over the phone; taking about 5 - 7 minutes.
    • All questions asked by the Client Care Consultant are standard and are used to link you with the most appropriate service.
    • You will be asked about the level of risk attached to your issue; this is standard and asked of all callers.
    • Have a pen and paper ready to note down any instructions.  You will be asked to provide a phone number and have your diary handy so you can find the best time to book an appointment.
    • All telephone calls are confidential and your conversation may be monitored or recorded for quality purposes.  Let the Client Care Consultant know if you do not wish to have your call monitored or recorded.
    • If you are unsure about anything, ask the Client Care Consultant to clarify. They are trained professions who will actively listen to you and point you in the right direction for getting the support you need.
  • How can I prepare for my initial counselling appointment?
    • If attending a phone session, choose a quiet location where you can speak freely with no distractions.
    • If attending a face-to-face session, arrive 10 - 15 minutes prior to your counselling appointment. This can help to offset some of the anxieties you may be experiencing. You may bring a partner, friend or relative to the appointment for support you if you wish.
    • Before your appointment write down some of the things you would like to explore during the session.
    • Think about your objectives for counselling (try to be realistic and specific - this will help you achieve your goals): What do you want to achieve? How would you like your life or aspects of it to be different?
    • Practice how much you feel something, for example, on a scale of 1 to 10 how happy/sad/anxious/depressed and so forth do you feel at any given moment?
  • What are the benefits of the wellbeing platform?

      Traditional EAPs only reach a few employees who reach out to engage.  The wellbeing platform embraces the digital experience to proactively support 100% of employees, so they stay healthy at work and home

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