| Is your phone answered by a live voice or is there a voicemail queue?
Are calls outside of regular business hours answered directly by clinicians or an answering service?
Do you have translation services available to handle foreign language callers?
Do you provide on-site crisis response in an emergency?
What are your Providers' credentials?
What types of childcare referral services do you provide?
What types of eldercare referral services do you provide?
Do you provide financial services as part of your Employee Assistance Program (EAP)?
Do you provide legal services as part of your EAP?
Do you offer career management services?
Do you offer seminars for employees?
How does ACI assure confidentiality is maintained on all services provided?
Is your phone answered by a live voice or is there a voicemail queue?
Yes, our telephone is answered by a live intake specialist, not an automated voice. We believe this sets us apart from other programs that usually begin the intake process by asking the caller to go through a series of automated prompts before speaking to a live person. The abandonment rate of callers faced with the gauntlet of choices is much higher than when the caller is greeted by a person who can immediately begin the intake process.
Are calls outside of regular business hours answered directly by clinicians or an answering service?
ACI provides emergency services 24 hours per day, 7 days per week. Normal hours of operation are 7:00 a.m. to 5:30 p.m. PST, Monday through Friday. We use a medically trained answering service to connect the employee to an on-call services after hours. Providers are available nationwide for after hours emergency counseling simply by calling the toll-free number.
Do you have translation services available to handle foreign language callers?
Yes, our international headquarters are staffed with intake specialists who are multi-lingual in languages such as Spanish, French, Vietnamese, Korean and Cantonese Chinese. For other languages we use the Language Line.
Do you provide on-site crisis response in an emergency?
Yes, on-site crisis services are available in an emergency.
What are your Providers' credentials?
Subject to a complete credentials review, evaluating expertise and experience, providers must:
- Meet state licensing requirements;
- Participate in ACI's utilization review and quality assurance including client status surveys;
- Demonstrate five years experience in working with corporations or EAPs;
- Have extensive knowledge of community resources; and
- Provide proof of professional liability insurance at $1 million occurrence, $1 million aggregate, or higher.
What types of childcare referral services do you provide?
Employees receive consultation and referrals on issues such as:
Infant Care; Daycare and Preschools; Before/After School; Summer Camps; Sick Child Care; Au Pair Arrangements; Nanny Agencies; Babysitter Agencies; Emergency Care; 24-Hour and Weekend Care; Care for Special Needs Children; Transportation Options; Relocation Assistance; Backup Childcare Options; and Adoption Assistance.
What types of eldercare referral services do you provide?
- A one-on-one assessment to evaluate the eldercare issue.
- A no-cost list of care providers and/or support services that match requests and needs.
- One pre-paid evaluation of a dependent care facility when facing that difficult decision (for pre-qualified clients only).
Do you provide financial services as part of your Employee Assistance Progam (EAP)?
Yes, simple budgeting and credit card debt are handled by local resources specializing in debt management. Organizations like Debt Relief and Springboard offer statewide and national resources for more complex issues.
Phone consultation nationwide with organizations that offer the comprehensive services of a large group of financial advisors, accountants, and tax consultants.
Do you provide legal services as part of your EAP?
Yes, ACI is pleased to use Consolidated Legal Concepts, Inc. (CLC, Inc.) as our primary legal referral and service company. Telephone consulting only firms, both companies assures that no conflict of interest can occur between employee and employer.
Do you offer career management services?
AFFINITY Life Management Solutions clients may receive assistance in their decision-making, location of resources and options regarding continuing education, advanced training, and management development. This module includes a broad range of services to assist both children and adults in finding the right educational fit for achieving goals. The organization will profit from the special attention paid to management development, executive coaching, and on-site training. Employees receive telephone consultation and referrals on matters such as:
- Academic programs beyond high school
- Employer-sponsored programs
- Special degree and vocational programs
- Decision trees and career counseling referrals
- Financial aid resources and assistance referrals
- Career consultation
Do you offer seminars for employees?
One unique feature of ACI's program is the very popular Lunch 'n Learn seminar, offered on an unlimited basis. These are informal wellness programs held onsite during the lunch hour. Designed to be both motivational and educational, these fast-paced and entertaining presentations are highly interactive, offer practical suggestions, and foster utilization of EAP services. The topics cover a broad range and are built around contemporary problem issues.
How does ACI assure confidentiality is maintained on all services provided?
In accordance with the Federal Health Insurance Portability and Accountability Act (HIPAA), ACI maintains full compliance of EAP specified confidentiality regulations. For more information, visit the Health and Human Services website for a free HIPAA Privacy Rule Handbook.
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