On-line introduction
The UCC Employee Assistance Programme (EAP) is a totally free and confidential service for UCC employees, their household family members (counselling is only available to those aged 16 and above) and retired staff. To ensure the confidentiality of the service, the programme has been outsourced to Positive People Company (PPC). Information and advice on consumer, debt management and legal issues are available on-line on www.ppconline.info (user name: ucc/ password eap) or by telephone on freephone 1800409476. Telephone couselling and short term face-to-face counselling (up to 8 sessions per issue) with qualified professionals is also available free of charge to all users on 1800409476. You do not have to identify who you are when you ring the service if you do not feel comfortable sharing this information with the service.
Please click here to access the on-line introduction to the programme. If you have speakers on your computer please turn them on for the full effect.
Frequently Asked Questions
1 What is the EAP?
Positive People Company (PPC) have been contracted by UCC to provide a fully independent and confidential support service to staff and members of their family household (counselling is only available to household family members aged 16 years of age and above). PPC provide expert advice through a team of information, financial (qualified debt counsellors) and legal advisors (qualified solicitors) on life events such as moving house, returning faulty goods, getting married, retiring, returning to work, career progression, managing change, role change, staying healthy, moving location, starting a new job, managing debt, childcare, post natal depression etc.
PPC can also help with dealing with life’s less predictable crises such as a bereavement, ill health, sleep deprivation, unexpected pregnancy, divorce, anxiety, bullying and harassment, depression, car accidents, addiction, terminal illness, drug and alcohol abuse etc through their team of telephone and face-to-face counsellors. All UCC staff and members of their household family members (over the age of 16) are entitled to 8 face-to-face counselling sessions per issue and to be convenient to staff, all face-to-face counsellors are based within a 30 mile radius of the University.
If English is not your native tongue, PPC can provide telephone based interpretation within 30 seconds of making your phone call and they also provide Minicom access for those with speech or hearing difficulties. Even more, PPC can provide their service to family household members studying in a third-level institution abroad.
All of the above is offered totally free of charge to staff and members of their family household.
2 Who are PPC?
PPC was founded in 1975 in the United States and is a leading provider of advice, information and support to organisations and their employees all over the world. The European Headquarters are in Oxford.
Nearly 1.5 million employees worldwide benefit from the services provided by PPC. They include some of the largest organisations in both the private and public sectors. Employers recognise the importance of staff well-being. The logic is simple: happy staff enjoy their work more, perform better and deliver a better service to their customers.
PPC counsellors and advisors are fully qualified professionals. They are recruited for their specialist expertise in occupational healthcare, psychology and counselling, business administration, citizen's advice, finance and banking, or law and social work.
Strict codes of practice are applied in the recruitment and monitoring of all staff so you can be sure you are getting the very best help and advice.
3 What can this service do for me?
We can all benefit from good advice or support at sometime in our lives, either for an existing issue or to enable us to plan ahead for the future. It may be that you need to rearrange your finances to help you pay off debt or you're concerned about a relationship. PPC advisors can help make your life easier, whether your issue is personal or work-related.
4 Will it cost me anything?
No. UCC is paying the full cost of the service.
5 How do I access the service?
By calling the freephone 1800409476 or if ringing from a mobile, call +441865397497, mention to PPC that you are calling from a mobile phone and they will call you back to keep the cost to a minimum. Minicom access is also available for those with hearing impairments. You can also email PPC at: askus@ppcworldwide.com
On-line at www.ppconline.info
User name: ucc
Password: eap
6 Are there limits to the confidentiality of the service?
PPC’s service is entirely confidential and no information, which could lead to your identification, will be released to any external party unless:
- You provide your explicit permission;
- Your life or safety is seriously threatened or;
- You disclose any behaviour which places the safety of others at risk; for example, excessive consumption of alcohol or other substance if you are in a safety-sensitive position at work.
7 When I phone what information will I be asked to provide?
The two essential key pieces of information that you will be asked for are:
- Your organisation’s name- so that PPC know what services you are entitled to and
- A contact telephone number- this could be your personal number rather than your work number if you prefer
You don’t have to give your name or any other details that would identify you.
8 When can I access this service?
The service is available at any time, day or night, on any day of the year, including bank holidays.
9 Do I have to use this service?
You can choose to use the service if and when you want to. UCC may occasionally refer an employee to the service if they feel they could benefit from professional advice and support.
10 Is there any limit to the number of times I can access the service?
There is no limit to the number of times you may access the service. If specialist ongoing support or advice is required, PPC advisors will provide information and suggestions as to where this may be obtained.
11 How many sessions of face-to-face counselling am I entitled to?
All staff are entitled to 8 face-to-face counselling sessions per issue (counselling is only available to household family members who are 16 years of age and above).
12 What do I do if I am unhappy with the counsellor assigned to me?
If you are not happy with the counsellor assigned to you, you can asked to be changed to another counsellor. PPC have many counsellors with many different skills available to the staff of UCC. Changing counsellors will not affect the number of sessions you get. You will still get the full complement of 8 face-to-face sessions with your new counsellor.
13 What information will be recorded about me?
Every time you contact the EAP service a confidential record will be kept - similar to the way your GP maintains your medical records. These records are not disclosed outside PPC unless you expressly wish it and give your written consent. You can be assured that anything discussed between you and your personal advisor will remain confidential.
14 What information does UCC get about the users of the EAP?
PPC maintains client confidentiality at all times (unless waivered by the individual or there is an immediate threat to their health and safety). UCC only sees group demographics about users such as gender, age profile, issues of interest, how many times the service was used, what part of the service was used etc. This report is only accessible to Catherine Maguire in the Department of Human Resources and Organisational Development. To arrange a viewing of the report, please contact Catherine Maguire at extension 3409 or by e-mail at c.maguire@ucc.ie to make an appointment.
15 Isn't this service only for those with very serious concerns?
This service is valuable to everyone; no issue or query is too small or too large. The service is there not only to provide support through life's more difficult times, but also as a planning tool for the future.
16 If I raise a work-related query such as a salary problem, transfer, or promotion, what action will PPC take?
PPC advisors will help establish to what extent they can be of assistance. If your query is best dealt with by UCC, advisors will suggest that you approach either your Supervisor, Head of Discipline/Department/Unit or the HR Director in UCC.
17 If I were to ask the service to intercede on my behalf with my organisation, would they do it?
No, the service is not there for this purpose. PPC advisors will help clarify thoughts and explore the options available, but will not intercede or act on a staff member's behalf. PPC advisors can only provide direction to the appropriate channels within UCC. On medical issues, if you ask PPC to intercede on your behalf this will only be done with your written consent, and the approach would be via your GP/ primary carer.
18 What happens if I need treatment or advice outside the scope of the service?
PPC advisors will do all they can to help you find further support. This can involve your GP if you wish.
19 If I'm not sure whether the service can help me, what should I do?
Call the service on free phone 1800 409 476 (or on+441865397497)- it's the best way to find out. If the advisors can't help, they will always do their best to point you in the direction of other resources available to you.
20 Will PPC be involved in work related disciplinary actions?
No. Your organisation has sole responsibility for disciplinary actions. The service can provide the necessary emotional support. Talking a situation through can often help you see your options more clearly and resolve anxieties.
21 What role do line managers play in the service?
Your manager should be able to answer questions of a general nature about the service and will advise you to take advantage of the EAP if they think you would benefit. Managers are encouraged to see the service as an important asset helping employees deal with issues and answering questions that lie beyond the scope of the manager's role.
22 If managers are concerned about a member of staff, can they call PPC to check if the staff member is using the service?
No. PPC won't discuss individual cases with managers and will not even confirm whether an individual has called. Information cannot be released without the written consent of the member of staff. The service can only work with managers on their own personal development to enable them to handle any difficult situations effectively.
23 How can managers find out more about the service?
The best step to take is to call the service on free phone 1800 409 476 (or on +441865397497 if calling from abroad) and make a general enquiry.
24 If I am not happy with the service by PPC what should I do?
If you are not happy with the service you receive, call the free phone number 1800 409 476 to give your feedback. PPC welcomes feedback to help maintain the highest quality of service. You will also be giving PPC the opportunity to ensure you receive the advice and support you would like.
If you do not feel your complaint has been resolved satisfactorily, please contact Catherine Maguire at c.maguire@ucc.ie
25 Is the Employee Assistance Programme open to retired UCC staff members?
This programme is available to all retired members of staff.
