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 | people.assistadmin@convergeintl.com.au The People Assist Admin email is not to be used for general Phoenix support or login support. |
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: www.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, updating client details, client only queries (they cannot help with diary or Phoenix support). | customerservice@convergeintl.com.au or for urgent enquiries, call 1300 687 327 The 1300 Customer Service line is not to be used for general Phoenix support or login support. |
People, Culture & Learning team | Changes to contract and profile (contact details, address changes, banking details, specialties, etc.) | |
Rapid Response | Rapid Response sessions | |
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/consultant then click “Onsite Wellbeing Consultant Support” The 1300 Customer Service line is not to be used for general Onsite Wellbeing Consultant Support with Tablets or Portal. |
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 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 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)