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Reason
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Converge Team
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Personnel changes, away time, blocks to calendar, scheduling issues.
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People Assist Admin team
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| Info |
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Unwell and need to urgently block today’s diary? View this guide: If you are unwell and require schedule block for what to do if you are unwell today and urgently need to block your schedule and/or re-schedule today’s appointments. |
Team | Reason | |
|---|---|---|
User Support Team | Calendar scheduling/diary enquiries (break periods & changes in hours), annual & personal leave & supervision enquiries |
For Converge Employees, contact your line manager or the People Team.
Login issues with the Phoenix portal
APP Support team
| ||
User Support Team | For login issues, troubleshooting, help & guidance in the Phoenix portal and anything else Phoenix for EAP Consultants | Raise a ticket or view guides: convergeinternational.com.au/support then click “EAP Consultant Support” |
Customer Service | If you are unwell and need to urgently block your diary and reschedule today’s appointments | See this guide first: |
Customer Service | Please only email customer service for: creating the 1st booking with new clients |
Customer Service
, updating client details, client only queries (they cannot help with diary or Phoenix support). |
or for urgent enquiries, call 1300 687 327
|
People, |
User Support Team
Culture & Learning team | Changes to contract and profile (contact details, address changes, banking details, specialties, etc.) | |
Rapid Response | Rapid Response sessions |
Contract variations/ contract updates, Connx (employees only)
People
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Onsite Wellbeing Consultant Support | Using OWS tools including Converge supplied laptops or the OWS portal | Raise a support ticket or view guides: Go to convergeinternational.com.au/consultants then click “Onsite Wellbeing Consultant Support”
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Clinical Escalations
In the event of an urgent clinical escalation, please always contact Customer Service - 1300 687 327 or customerservice@convergeintl.com.au for non-urgent clinical escalations, who will relay your message to a clinical manager Clinical Manager to support you. If you need to support your client in an emergency or where there is a risk for harm, our customer service team can re-schedule reschedule upcoming appointments.
If you have an assigned clinical manager, you can CC them in your email to the customer service email address.
Any Clinical Governance Policies can be located on the Converge Consultant Portal which is located here: https://convergeinternational.com.au/portal/clinical-governance/. If you need support with your username and password, please feel free to submit a ticket here for assistance.
In an emergency, always call 000 or 112 (New Zealand)
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