This page provides information about your session entitlements (how many sessions you can use) with Converge International - your Employee Assistance Provider.
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Issue types
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What is an issue type?
Depending on your organisations' agreement with Converge International you may have access to a set amount of services by issue type, which resets every 12 months or annually - these are known as “Assist Cases”.
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When cancelling or rescheduling an appointment, a session entitlement will be used if the cancellation or reschedule occurs within 24 hours of the start time of your upcoming session. To avoid using a session entitlement, cancel or reschedule with more than 24 hours notice.
If you are unable to attend a session due to illness for a session needing to change your in person appointment to a telehealth appointment or there are extenuating circumstances due to occur within 24 hours, contact our customer service team on 1300 387 327 and we’ll helpwe can assist.
Find out how to reschedule your appointment: Rescheduling your appointment : https://convergeintl.atlassian.net/wiki/spaces/CG/pages/142082080?parentProduct=JSM-Portal&parentProductContentContainerId=10053&initialAllowedFeatures=disable-login-flow.disable-share
Find out how to cancel your appointment: Cancelling your appointment : https://convergeintl.atlassian.net/wiki/spaces/CG/pages/141295656?parentProduct=JSM-Portal&parentProductContentContainerId=10053&initialAllowedFeatures=disable-login-flow.disable-share
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