EAP Assist | FAQs
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What is an EAP?


An EAP or Employee Assistance Program is a counselling service provided by employers to their staff to support their staffs’ emotional & psychological well-being both in the workplace & in their personal lives. An EAP can help workplaces adopt a more proactive, preventative approach to workplace mental health & assist in creating a culture of care.


What are the Benefits of an EAP?


  1. Increased performance & productivity
  2. Reduced absenteeism, conflict & occupational stress
  3. Improved staff morale, employee retention & recruitment
  4. Reduced worker’s compensation & other costs
  5. Improve employee satisfaction
  6. Enhance employer-employee relationships


With untreated mental health conditions resulting in over 6 million lost working days and 12 million days of reduced productivity every year in Australia EAP Assist can provide professional support to help workers experiencing mental health issues, such as anxiety or depression, to stay at or return to work, benefiting both the worker and the business.


Why should an employer choose EAP Assist?


When choosing an Employee Assistance Program employers look for quality & cost of service.


In respect to quality of service EAP Assist is a full service model providing immediate on-demand telephone & online counselling when it is required by experienced, qualified counsellors.


In respect to costs we charge a significantly lower hourly rate than all other EAP providers, with our rate being between $40-$60 per hour, and all other providers charging between $200-$300 per hour for similar services. Furthermore, we have no registration, management or any other such fees.


Our costs are kept to a minumim due to our extremely efficient business model & ethical profit margins ensuring that we adhere to our Mission Statement that all employees should be able to access EAP services.


How does EAP Assist work?


1.The employer chooses the Plan that suits their company needs.

2. The company is then provided with a dedicated Helpline Number & counsellor as well as promotional material, including Information Flyers, Staff Wellness Cards & Wellness Posters.

3. Employees contact their dedicated EAP counsellor via the Helpline Number or by text or email or by using the employee Booking Form or Wellness Check Up Form.

4. The counsellor will respond by diagnosing the issues of concern & provide immediate confidential support & advice as well as utilize, Digital ProgramsWellness Apps, Assessments, Wellness Videos, Wellness Facts,  Psychotherapy & Counselling Workbook & other Resources, where appropriate.

5. Other services may include Workplace Mediation, Resilience Training, Workplace Training, HR Assist, Manager Assist, Legal Assist & Wearables.


Smiling businesswoman

What is Counselling?


Counselling is an opportunity for an employee to have a confidential conversation with an experienced counsellor. It is a time to talk freely, to discuss strategies, develop skills & gain information & advice to improve well-being & life satisfaction. Counselling should begin by speaking with a qualified EAP Assist counsellor & completing the EAP Assist Wellness Check Up Assessment.


Why Phone Counselling?


  1. Provided immediately when needed & when it will be most beneficial.
  2. No need to make & wait for appointments.
  3. No lost time from work.
  4. No travelling costs.
  5. Available 24 hours a day 7 days per week.
  6. Employees prefer the anonimity of phone counselling.
  7. Phone counselling confidentiality reduces the stigma associated with seeking support.
  8. Therapy delivered by phone has been found to be as effective in reducing symptoms as face-to-face therapy.
  9. Research suggests that Phone Therapy results in employee satisfaction with both the therapy and the quality of their relationship that is similar to levels of satisfaction with face-to-face therapy.
  10. Research has shown that employees prefer EAP phone counselling over face-to-face counselling.


What About Confidentiality


No information regarding what is discussed within a counselling session is released to any third party or organisation without prior consent.


Which Plan should I choose?


An employer may choose from either of the plans below considering their perceived need for EAP services:


Starter Plan: 25 counselling hours over 12 months at $60 p/h ($1,500 +GST)*


Small Plan: 50 counselling hours over 12 months at $60 p/h ($3,000 +GST)


Medium Plan: 100 counselling hours over 12 months at $50 p/h ($5,000 +GST)


Large Plan: 250 counselling hours over 12 months at $40 p/h ($10,000 +GST)


All Plans are paid in advance. To purchase a plan please see Purchase Request Page


Emergency Plan


Our Emergency Plan is designed  for workplaces experiencing a critical incident requiring immediate short term advice & support & includes 10 hours of phone & online counselling at $100 p/h over a 60 day period. Should you wish to purchase this plan kindly contact us.


Digital Platforms


As well as traditional counselling services EAP Assist facilitates research & evidence based technology driven digital programs for all member employees providing on-demand, prompt, accessible & flexible support at no extra cost. Program are based on Cognitive Behavioural Therapy (CBT) which is scientifically proven to be effective. The Online programs include phone and/or chat coaching to manage a range of mental health issues, including depression, anxiety, stress & burnout & can be completed during times that suit the employee. All Programs are mediated through your company’s dedicated counsellor. By the completion of each digital program it is assumed that employees will have learnt to inspect their thoughts & change their behaviour adopting tools to become more resilient & more engaged in life & work. Not just an UpRise but a SuperRise in the State of the Art Medical Technology in the delivery of EAP Services. Programs include:


Anxiety & Other Mental Health Issues

Depression & Other Mental Health Issues

Stress Management Program

Posttraumatic Stress Program

Obsessive & Compulsive Program

Insomnia Program

Eating Disorder & Body Image Program

Young Person’s Anxiety Program

Suicide Awareness & Prevention Program

Grief & Bereavement Program

Drug & Alcohol Program

Gambling Program

Anger Management & Relationships Program

Domestic Violence Program

Dietary& Exercise Program

Quit Smoking Program

Pain Management Program

Debt Management Program

Parenting Program

LGBTI Program

Mindfulness Meditation Program

Small Business Owners Program

Work Well Employer’s Program

Symptom Checker Program

My Health Check Program

Workplace Advice Program

New Parents Program

Young Parents Program

Divorce & Seperation Program

Panic Attack Program

Healthy Lifestyle Program

Supporting Others Program

Social Anxiety Program

Generalized Anxiety Program

Reduce Your Use Program

Wellness Program


Wellness Apps


EAP Assist facilitates the best evidence-based, clinically tested wellness apps free for all member employees mediated through your company’s dedicated professional counsellor. The Apps address a comprehensive range of mental health issues, including depression, anxiety & stress as well as many wellbeing issues, including resilience, confidence & sleep. Select an app most applicable to your current situation to start creating a positive change in your wellbeing. Apps include:


Social Anxiety

Mental Health & Wellness

Health & Wellbeing

Anxiety, Stress & Depression

Feeling Sad or Depressed

Depression, Anxiety, Anger & Stress

Mental Disorders for Working Males

Posttraumatic Stress Disorder (PTSD)

Suicide Safety Plan





Meditation & Mindfulness

Yoga, Pilates & Meditation

Meditation & Mental Health

Mental Wellbeing Support

Looking After Your Money

Mental Wellbeing Support

Looking After Your Money

Anger Management

Mindfulness Coach

Domestic Violence

New Parents

Depression During Pregnancy

Aboriginal Health


Stress Gym

Daily Challenge

Living Life to the Full


Who should use EAP Assist?


EAP Assist services should be utilized by all employees, not just those struggling with mental health issues, to make a positive impact on their personal & professional lives. EAP Assist is focused on helping all employees feel better, feel less stressed, be more resilient & more confident by providing a very broad range of professional wellness services. EAP Assist is not a ‘one trick pony’, unlike so many other EAP providers who seem to suggest that one app can address all workplace wellness issues.


Resilience Training


The EAP Assist Resilience Program has been designed for all employees to help develop coping skills they can use to endure the tough times & quickly bounce back, to face change head-on & come out in a better place. EAP Assist encourages all employees to participate in our Online Resilience Training Program. To login use your dedicated EAP Assist Helpline Number.


How quickly can it be set up?


All EAP Assist Plans can be set up within 60 minutes. Simply chose your plan, make payment & we will then provide you with your dedicated Helpline Number which can then be used immediately.


What if I exceed my plan usage?


We will advise you when your usage reaches 80% allowing you adequate time to top up or upgrade your plan should you need to do so. 


What if I don’t exceed my plan usage?


Unused hours will carry forward if the employer chooses to purchase a plan of similar or higher value immediately following the expiration of their current plan. (Carry forward does not apply to Starter Plan).


Billing Hours


Phone counselling is billed in 30 minute intervals and not in 60 minute intervals to ensure that the maximum number of counselling sessions are delivered to employees.


Are there sessional limits?


The number of counselling sessions are limited to five per employee unless otherwise advised by the employer, which equates to approximately three counselling hours. Where approriate Digital ProgramsWellness Apps, Wellness Training & other Resources are used to maximum support given within this time frame. 


What about reporting?


Employer reports are provided on an as requested basis & include utilisation rates. (Other data, such as basic demographic data, average number of counselling sessions, type of presenting problems & recommendations may be included when available & applicable). 


What about Quality Control?


At the completion of a telephone consultation employees may be asked to rank their satisfaction with the support provided in order to ensure that valued services are being delivered. 


When can I access counselling?


The Helpline is answered by counsellors ready to provide immediate support  9.00 am to 5.00 pm Monday to Friday AEST. For counselling outside of these hours please request a suitable call-back time by either phone, text, email or Booking Form. (International users may also use our Contact Form  to request a call back providing their company name, contact number & preferred call-back date & time).


How is EAP Assist Different?


EAP Assist is the only Australian provider to employ full-time counsellors, with all other providers using contract casual counsellors through a brokerage model. What this means is that when you speak with an EAP Assist counsellor you can be assured that, not only will they have appropriate qualifications, but also have a minimum of ten years experience in providing EAP services, as opposed to possibly speaking with a graduate with no or minimal EAP experience.


EAP Assist Counsellors


All EAP Assist counsellors have tertiary qualifications in either psychology or social work obtained from Australian Universities & all have extensive experience in the delivery of Employee Assistance Programs. All counsellors are employed on a full time basis & remunerated according to award conditions & are all located in our Head Office in Melbourne to ensure quality control. Each company is allocated a dedicated counsellor to ensure continuity of services & to minimizing the need for employees to repeat their story. Unlike other EAP providers, EAP Assist does not employee contract or casual counsellors.


EAP Assist Wellness Check Up


To assist in the delivery of services employees may be requested to take a few minutes to complete our Wellness Check Up Assessment. Employees will then be contacted & provided with professional feedback, advice & support. It is recommended that all employees with any wellbeing concerns consider completing the Wellness Check Up.


EAP Assist Psychotherapy & Counselling Workbook


The EAP Assist Psychotherapy & Counselling Workbook is generated after completing our comprehensive 220 item Problem Checklist. Once the checklist is completed our state-of-the-art software generates interactive worksheets to address identified needs. Worksheets are based on Cognitive Behaviour Therapy, considered to be the most effective form of therapy for many psychological conditions.


EAP Assist Wellness Assessment


Valid & reliable assessment tools for specific conditions may be found at our Wellness Assessments page including:


Depression Assessment

Anxiety Assessment

General Mental Wellbeing Assessment

Mental Health Self-Assessment Checklist (K-10)

Emotional Intelligence Skills Assessment

Leadership Assessment

Risky Drinking Assessment

Well-being Assessment


What about response time?


When an employee calls our Helpline during business hours it is answered by a counsellor able to provide immediate support or to arrange a suitable call back time. All requests for call backs, including those made outside normal business hours, are guaranteed to occur within 24 hours or as requested by the employee.  


Promotional Material


Employers are provided with a promotional Flyer containing their dedicated Helpline Number as well as details explaining our services. Individual business size Wellness Cards containing contact details are also provided for distribution to staff. There is no charge for promotional material. (Starter Plan limited to 50 Wellness Cards). 


Wellness Posters


Employers please go to our Employee Wellness Posters page & download wellness posters to display throughout your workplace.


Wellness Newsletter


Employers please go to our Employee Wellness Newsletter page & download wellness newsletters to distribute to your staff.


Wellness Videos


Please go to our Wellness Videos page to view high quality mental health information.


Wellness Fact Sheets


Please go to our Wellness Fact Sheets page to view high quality mental health information.


Which Plan do I Need?


While there are a number of variables which may influence usage, such as critical incidents & workplace culture, the industry standard is the 10-5 Rule: 10% of employees will use the service 5 times annually. For example, if  you have 100 employees: 100 X 10% X 5 = 50 hours.


Where is the Helpline Phone Number?


Your dedicated company’s Helpline Number can be obtained from your employer once financially registered for services. 


Do we provide referrals to other support services?


If it is felt that an employee will benefit from other specialist services, such as Drug & Alcohol Rehabilitation, these recommendations will be made as promptly as possible. We will always endeavour to use community based services to ensure that the employee will not incur costs. 


Face to Face Counselling


Face to face counselling may be arranged for those employees suffering from chronic mental health conditions, via a bulk billing psychologist or social worker where available. A GP referral will be required. These counselling hours do not contribute to the purchased Plan. Source: http://eap.net.au/


What about family members?


Support is also provided to immediate family members, including spouse & children, unless otherwise specified by the employer.


What about ex-employees?


Employees who have been terminated or who have resigned are able to access support for up to 30 days post termination/resignation, unless otherwise specified by the employer.


Workplace Wellness Training Programs


EAP Assist facilitates a range of free online evidence-based workplace mental health & wellbeing training programs to support employers & employees to understand mental health in the workplace & to build positive psychologically safe environments including:


Managing Mental Health Risks at Work

Approaching an Employee you’re Concerned About

Returning to Work

Having a Conversation

Workplace Mental Health Awareness

Managing Employees

Diversity & Discrimination

Workplace Flexibility

Difficult Conversations in the Workplace – Managers Course

Difficult Conversations in the Workplace – Employees Course

Health & Wellbeing Coordinator Training

Sit Less Stand More Training Program

Mental Health in the Workplace Toolbox Training Program

Create a Resume Program


Manager Assist


Employers & managers, like employees, are strongly encouraged to use our services to obtain advice & support on both workplace & personal issues. 


HR Assist


HR Assist provides support for human resource practitioners, people managers & small business owners, as well as employees, with questions relating to Human Resource matters. To ask HR related questions please use our Contact Form


Legal Assist


Legal Assist provides up to 5 hours of legal support annually to employees of registered employers (limited to one hour per employee). Employees wishing to use this service should contact us via our Contact Form detailing the legal issue of concern. 


Mediation Services/Dispute Resolution


EAP Assist offers a confidential telephone dispute resolution service to assist employees to identify & explore their issues, develop new options, consider alternatives, reconcile conflict, negotiate & reach agreement.  Employees are required to initially document their grievance with dates, times & incidents, including any supporting documentation, as well as indicate their desired outcome & provide this by email. Your EAP Assist counsellor will consider the written communication & then liaise with each party in an attempt to resolve the dispute. When agreements are reached they are prepared & sent by email to each party to acknowledge. Workplace Mediation is a means of support offered by the employer, for the benefit of the employee’s emotional wellbeing, not only in the workplace, but generally. To discuss the process please contact your EAP Assist counsellor using your dedicated Helpline Number. To commence the process please go to: https://eapassist.com.au/workplace-mediation/


What about Critical Incidents?


Counselling for critical incidents is provided via the Helpline Number & employees showing signs of distress following a critical incident should be encouraged to contact us as soon as possible after the event. 


What about Redundancy & Restructure?


EAP Assist can support staff & their families in dealing with redundancy & restructure by:

  • Support employees in dealing with the loss
  • Provide a safe space to listen & validate their experience
  • Give constructive advice in dealing with their families
  • Aid them move to a place where they find hope of future meaningful employment
  • Develop strategies to help maintain & build confidence & resilience
  • Provide practical tips, tools & strategies for job searches & interview skills


In which countries are EAP services provided?


EAP Assist currently provides services in Australia, New Zealand, USA, Canada & the UK. We also provide services in English in France, Greece, Cyprus, China, Hong Kong, Singapore, Malaysia, Taiwan, Thailand, South Korea, Vietnam, India & Bangladesh.


Languages other than English


For support in languages other than English please use the translator located on the bottom right corner of the EAP Assist website pages. 


Employee Anonymous Reporting


Employees often wish to report issues of concern, such as workplace bullying, harassment or discrimination, but are not always sure the best way of doing so due to various concerns, including retribution, resulting in 75% of such incidents being unreported. When employees are empowered to report freely organizations gain deeper insight into the health of their workplace. To report an issue of concern please complete our Contact Form using the words Private & Confidential in the subject box & we will anonymously forward it to your HR Department.


Wearable Technology in the Workplace


As part of our ongoing commitment to the wellbeing of all employees EAP Assist is making Smart Bands (Fitbits) available & affordable. Smart Band health, fitness & wellbeing trackers in the workplace have been shown to effectively help prevent illness & encourage healthier lifestyles. Registered member employers will be provided with Smart Bands to lease at a one-off fee of $15.00 per unit, significantly reducing the normally prohibitive high up-front costs. Employers will be able to give their employees Smart Bands for this one-off lease fee while remaining financially registered with EAP Assist. Each new employer registration will be given one free Smart Band. To order Smart Bands please go to: Wearables Page.


Hearing Aids


The hearing health of employees is directly connected to their overall health & wellbeing. EAP Assist will provide our registered employers with Hearing Aids to lease at a one-off fee of $49.00 per unit, significantly reducing the normally prohibitive high up-front purchase costs. Employers will be able to keep the Hearing Aids for this one-off lease fee while remaining financially registered with EAP Assist. For further information & to order please see Hearing Page


EAP Assist services also include:


Critical Incident Support, Domestic Violence Counselling, Bullying & Harassment Support, Anger Management Counselling, Drug & Alcohol Rehabilitation Counselling, Grief & Bereavement Counselling, Redundancy & Termination Counselling, Resume Writing Advice, Return to Work Support, Financial Counselling & Debt Management Advice, Manager Coaching, Support & Advice, Family & Parenting Counselling, Separation & Divorce Counselling, Physical Fitness Advice, Dietary & Nutritional Advice.


EAP Assist Provides services the following industries:


Aged care industry, Agricultural industry, Airline operations, Ambulance & patient transport, Amusement, events and recreation industry, Animal care & veterinary services, Asphalt industry, Banking, finance & insurance industry, Broadcasting & recorded entertainment industry, Building services, Building, metal & civil construction industries, Business equipment industry, Cement & concrete products, Children’s services, Cleaning services, Clerical industry, Clothing industry, Commonwealth employment, Contract call centre industry, Corrections and detentions, Dry cleaning & laundry services, Educational services, Electrical contracting industry, Fast food industry, Food, beverages & tobacco manufacturing industry, Funeral directing services, Grain handling industry, Graphic arts, Hair & beauty, Health & welfare services, Hospitality industry, Indigenous organisations & services, Journalism, Licensed & registered clubs, Live performance industry, Local government administration, Manufacturing & associated industries, Marine tourism & charter vessels, Meat industry, Mining industry, Nursery industry, Passenger vehicle transport industry, Pet food manufacturing, Pharmaceutical industry, Plumbing industry, Port authorities, Publishing industry, Quarrying industry, Racing industry, Real estate industry, Restaurants, Retail industry, Road transport industry, Scientific services, Seafood processing, Security services, Social, community, home care & disability services, Sporting organisations, Stevedoring industry, Storage services, Telecommunications services, Textile industry, Timber & paper products industry, Tourism industry, Vehicle industry. Waste management industry, Water, sewerage & drainage services, Wine industry & Wool industry.


Do we provide EAP services to all employers?


EAP Assist reserves the right to refuse the provision of services to employers who have been deemed to have repeatedly breached workers’ Human Rights. 


Do you provide pay-as-you-go EAP counselling?


For those employers preferring a pay-as-you-go EAP Provider see: EapProgram.com.au. EapProgram allows employers to purchase the number of Employee Assistance Program consultations they need when they need them & which can then be accessed immediately 24/7 Australia wide.


Cost Comparison: How much do other Employee Assistance Program Providers charge?


In order to assist employers to make an informed choice below is a list of EAP Providers. (Costs may not be current so employers are advised to make their own enquirees). For further cost comparison data you may also wish to see: http://eap.org.au/eap-costs/


When comparing EAP Assist with other providers please note that we have no registration or management fees & counselling is capped between  $40 – $60 p/h. 



LifeWorks offer 3 Packages, Basic, Standard & Premium. Basic is an entry level package for small sized organisations and requires a $300 + GST set-up fee & then telephone or face-to-face counselling are charged between $180 to $220 per session. Standard & Premium Packages have higher costs & include a few more services.




A pay-as-you-go EAP provider with no retainer or membership fee. Employers simply choose the number of EAP counselling sessions required which range in cost from $60 to $100 per hour depending on the number of hours purchased.



AssureCare: A self-referral service which involves an annual retainer + sessional rates for services. The retainer is $10 per employee (minimum $1,000 + GST per annum). Sessional rates start at $190 + GST per session. AssureFirst: Ad-hoc support via a manager referral only, billed when the service is accessed. EAP & critical incident services billed at a rate of $300 + GST and $330 + GST per hour.



Retainer & fee for service model comprised of an annual administration fee, based on staff numbers, plus monthly invoicing for services. The fee paid in advance is $4574 (25 hours) plus a retainer & fee for service of $1525. Phone & face-to-face counselling are then billed from $185 to $260 per hour. Pricing options & services may differ depending on individual client needs.



Eudoxia provides phone counselling as well as face to face sessions. Annual registration fee based on total employee population plus counselling fees of $185 per hour.



Phone & face-to- face counselling with other services available at additional costs. Annual registration fee is $990 plus $155 per session.


Occupational Assistance Service (OAS)

Phone & face-to- face counselling with other services available at additional costs. Annual retainer fee required plus $165 to $231 per session.



Basic EAP Contract with counselling costs from $180 to $244 per hour plus two other contract options with higher cost & service structures.


Relationships Australia

An annual EAP Contract Management Fee with a minimal charge of $660 per annum, with costs increasing according to staff numbers, number of delivery sites, complexity of processing plus $165 per session for telephone or face-to-face counselling.


Prima Careers

Phone or face-to-face counselling with costs ranging from $210 to $310 per session.



A minimum of $4,000 set up fees plus counselling costs.


  • Eap Assist believes the above indicative information to be correct at the time of publication & employers are recommended to contact the individual EAP providers for their current costs & charges.


EAP Assist Location & Contact


EAP Assist Head Office is located in Melbourne, Australia. Services are provided throughout Australia, NZ, USA, Canada, UK & other parts of the world. Employers can contact our mobile consultant on 0414809443 to discuss registration. This is not the Helpline Number & should not be used by employees. Employees should obtain their company’s dedicated Helpline Number from their employer.