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This guide is for all Consultant engagement types |
Before you begin:
Important information
Under our EAP framework, it is important that in your first session with every client, you check how many sessions they have remaining, by checking the type of contract they are eligible for (per issue or per annum contract), and how many sessions they have remaining on the ASST case they are presenting under. This way you can develop a treatment plan with the Converge client collaboratively, that will cover goals that can be achieved within the quota of their remaining sessions.
To comply with our client organisation contracts, consultants are only able to request extra sessions (ie beyond what clients are contractually entitled to) under specific circumstances and at the approval of the client organisation. It is unlikely extra sessions will be approved so you must plan to complete each ASST referral with the quota of sessions you know the client has available to them.
For clients on a per issue contract, the client can create an ASST case with a set number of sessions available to them for each issue they present with. There should only be one active EAP ASST case running at any one time for a client in order to maintain consistent clinical care. Each consultant should therefore complete treatment for each presenting issue within the number of sessions allowed. Clients on a per issue contract can create a new ASST referral for any new presenting issue that arises for them (by booking online, or by phoning our Customer Service Team).
For clients on a per annum contract, they have a set number of sessions available to them with a Converge consultant for a 12-month period (the 12 months begins when session 1 is commenced). If further support is required beyond the quota of sessions outlined in their contract with us within 12 months of session 1 occurring, extra sessions will need to be requested, if the client is able to access extra sessions under their contract.
Please note:
Not all client organisations allow for extra sessions as a feature so the client must qualify for this process.
Most client organisations will not approve extra sessions unless the customer’s wellbeing requires it so it is best assuming extra sessions are unlikely to be approved.
Best practice is to establish a viable treatment plan with each client for the quota of sessions available to them and do not rely on extra sessions being possible. This means you should establish with each client how to receive further mental health support in the community during your final session with them under their normal session quota should the extra sessions not be approved.
To check the type of contract the client has with Converge, and the number of sessions available:
Step 1: Go to the ASST case in Phoenix, under Product Detail, you will see if the client is on a per issue contract (see screen shot below). In this case, the client is not on a per issue contract, which means they are on a per annum contract.
Step 2: On the same screen in Phoenix, under Case details, click on Session Summary, and you will see a summary like this:
In the above case, the client has used the 6 sessions of counselling they are entitled to under their contract. They are on a per annum contract, so to receive additional counselling sessions this year, extra sessions will need to be requested, noting this client is eligible for additional sessions.
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In the event that your client requires extra sessions, this can be requested via the Quick View page. An extra sessions request is sent to the client’s organisation for review. Standard extra sessions requests receive an outcome (approved or declined) within 7 business days. |
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Please keep in mind that your client may be eligible for a new Assist Case instead of extra sessions. Please check with the Clients Services team. New Assist Cases are available for a new issue (depending on the contract we have with the employer), or after 12 months. Raise a support ticket with User Support if you are unsure. |
Throughout the extra sessions request process, the identity of the consultant and client is protected. The client organisation is informed who drove the request for extra sessions, the client or the treating consultant. Both you (the consultant) and the client will receive the outcome email. |
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Submitted extra session requests can take up to 7 business days for an outcome. Please refrain from contacting Converge within this time for an update on the status of the Extra session request. We also request that you refrain from rebooking or suggesting a future session time with your client until you have received the extra sessions outcome, as this is not a guaranteed process and therefore it may not be covered under EAP. |
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If your customer is not eligible for extra sessions or has used them all, before referring them to your private practice, you must contact a clinical manager to discuss other options. You will also be required to fill out a client transfer form if referring them to your private practice. |
How to request extra sessions, when a client is eligible, and the above information has been taken into account
Step 1: Access Quick View
Login into the portal and make sure you are in the Quick View section, which can be selected from the left menu.
Step 2: Find your client
If your client does not have an upcoming session, find the client in the “Recently Completed” section of the Quick View page. If you can’t find your client, you can search for the client by following the instructions here.
Step 3: Click “Rebook” and request extra sessions
After you’ve found your client, click the blue “Rebook” button on the right side of the page.
Check the total sessions used. You will not have the option to request extra sessions until the second last or last session availble to the client. If you reach the clinical review threshold of 12 sessions, you will receive a notification to complete a clinical review. See the Extra Sessions: Clinical Review guide.
Then click “Request Extra Session”.
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Clients If they are eligible, clients can have a total of 12 10 sessions per 12 months from the date of the first session without clinical review. If the total available session reaches the clinical review threshold including your request and all previous sessions, you’ll need to answer additional questions after completing the steps below. For help, check this guide: Extra sessions - Clinical Review |
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The maximum number of extra sessions you can request at one time is four. If you request more than four at once, it will be automatically rejected. |
Step 4: Complete the Extra Session form
Select “Consultant” as the requestor.
Enter the number of requested extra sessions. The maximum is four. Use the entitled sessions as a guide.
Click the calendar icon and select today’s date for the date of request. Do not type in the date.
Complete the remaining two questions about the goal and referral pathway.
Click the “Submit” button.
Scroll down and click the “Confirm” button.
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Please note: After requesting extra sessions, close the case to ensure the employer can approve the sessions without encountering an error message. |
Next Steps
You’ve now completed an extra sessions request in Quick View.
As mentioned in step 3, if your client’s sessions exceeds the clinical review threshold, including your request, you’ll need to follow additional steps in this guide: Extra sessions - Clinical Review
To view the status of an extra sessions request, use this guide: View the status of an extra sessions request