View customer contract information
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Customer and Client definitions
Note that from January 1st, 2024, Converge International has altered the definitions of two key words used in our day-to-day language.
The end-user of the EAP product (formerly known as a client) is now known as a Customer.
The Organisation the customer is from (formerly known as a customer) is now known as a Client).
We are in progress of updating our User Support guides with the updated terminology. Any guide dated 01 May 2024 or newer (for the last update) will use new terminology. Any guide with a date before 01 May 2024 will reference the previous terminology.
From time to time, you may want to review the customers' (formerly known as a client) EAP contract. This may assist with knowing information about what services you may offer to the customer and the limitations of them.
Step 1: Navigate to a customer Appointment screen
In Quick View, find the customers' most recent appointment in the “Appointments recently completed” section or an upcoming appointment listed in the “Appointments not started” section.
Then, click the Appointment button on the left side.
Step 2: Navigate to the Assist Case linked to the Appointment
On the Appointment page, click the Parent Case link (see image) with the Assist Case number
Step 3: Scroll to the Product section
Scroll down past the task filter section until you see the “Case details” section
From the sub-section under “Case details”, click “Product”
Then, scroll down to see product information
If you can’t see information correctly, expand your browser window to full screen or adjust your zoom level to a lower setting to see more information.
How to understand some of the product detail information
Product detail name | Information |
|---|---|
Product name | This is usually EAP Counselling. It may also show Financial Assist, Money Assist, Legal Assist depending on the category of service provided |
Product category | This indicates a 1:1 setting for appointments or a family assist for 1:Many sessions |
Family name | This will always be Assist for EAP services |
Per Issue contract | If yes, we can service the customer per issue. This indicates that the customer can be granted the entitled sessions per issue they present for. If the customer presents for a different issue to the one they are booked for, they may be eligible to create a new Assist case file for a different issue. When rebooking, they can select a new issue or they can call the Customer Service line for assistance. The session count resets every 12 months from the date of the 1st appointment. If it indicates No, then the contract is per annum and in total per year they have a set amount of sessions, regardless of issue. |
Number of sessions | Indicates how many sessions are granted per issue or assist case. |
Further down in the “Single Attributes” section are additional fields
Product detail name | Information |
|---|---|
Additional Sessions Eligible | Indicates that Extra Sessions can be requested (subject to approval) for this assist case / product |
Manager refferal | Indicates that a refferal from a manager is required before servcies can be booked |