Helplines or Employee Assistance Programmes are ten a penny, but here at Equipsme we like to think our version is pretty special. Run by our partners at Health Assured, one in three businesses choose to add the stress support/EAP to their Equipsme plan.
We spoke to Paul, a senior advisor on the line, about what they do, who they do it for - and why people should really pick up the phone (or send them a message).
Hi Paul! What IS the stress support/EAP?
It’s a helpline people can call up and get a bit of support for their wellbeing or mental health. Including support and signposting for legal and financial concerns.
Because it’s through their employer, a lot of people think they can only talk about workplace issues – or only call during work hours. That’s definitely not the case! We’re open 24/7, and we help people work through all sorts of problems and worries.
What kind of things do you help with?
It can really be anything, from general anxiety to financial issues, low mood or depression to relationship issues, bereavement to workplace stress.
How many calls do you get?
Around 6,000 a week.
Wow. That’s a lot. What actually happens when you first pick up the phone to someone?
The first thing that happens when someone calls up is that we ask for your name, place of work, and the nature of your call. Basic facts so we can get you registered on our system.
Sometimes the practical bit really helps people calm down - and it helps us identify you if you call back. Otherwise, you’d be starting from scratch explaining everything to someone new each time.
And you’re talking to a real counsellor – we’re not like receptionists trying to gatekeep or get rid of you! We don’t turn anyone away, you’re not bothering us, and there’s nothing too silly or too small.
What sort of help can you provide?
We do what’s called solution-focused therapy, so we deliver in-the-moment support, in the here and now, looking for resolutions to whatever the problem is.
What that means is that we’re not going to lie you on a virtual couch and ask about your relationship with your mother! We’re more on the coaching end of things - we help you think through what’s in front of you and decide what to do next.
For some callers, it’s just about getting them regulated at a moment of high stress - having that human-to-human contact to feel heard and have the space to regroup. Sometimes if we feel something more structured would be beneficial, we look at doing a clinical assessment – which usually takes around 15 to 20 minutes.
What happens next?
Once we’ve done the assessment, we can decide together what to do next - and set goals for what you want to achieve from your time with us. We’ve got a whole toolkit of support - and in my experience there’s something to help everyone move forwards.
That might be a series of up to eight structured counselling sessions, which typically last around 50 minutes and can be delivered by video call, or we’ve got around 2,700 affiliated counsellors across the UK who can see people in person.
Some callers we refer on to our Wisdom app, which has things like podcasts on a range of wellbeing topics, breathing techniques, sleep strategies and mindfulness techniques. Or we can put people directly onto our digital CBT platform SilverCloud, which also has lots of brilliant courses and resources to help manage anxiety, and retrain your brain. Our team of digital counsellors can interact with the system to check-in with people about their progress.
Of course, we do refer people to go and see their GP if we think they’d benefit from additional support - and we’ve also got a legal team who can offer basic legal advice, plus a safeguarding team, who step in when someone is in real crisis and possibly at risk.
What do YOU do at the support line?
I’m a Graduate Programme Lead – which means I run the training for newly qualified counselling graduates to get up to speed on our systems. I’m also a senior advisor looking after a team of counsellors, and with my own case load – so I’m still picking up the phone, too.
Who IS actually answering the phones at the support line?
We’re all trained counsellors, so everyone here is qualified, registered with a professional body like the BACP (the British Association for Counselling and Psychotherapy), and we all undergo regular supervision and training.
How many people are on the support line?
There’s around 200 of us, working in shifts around the clock through the week.
Do people find it hard to make the call?
Some people find it really hard. Often we’ll get people changing their minds before we pick up, or calling back later. Asking for help can be very difficult, but as soon as you do it you’ll get through to someone empathetic, who can just listen to you and help you decide if you’re in the right place. You really don’t have anything to lose, or anything to fear. And the pain of making the call probably isn’t anything to the pain you’re already experiencing.
For people who really struggle with the phone, we’ve also got a digital team. So you can video call or live chat with us, instead.
How does the digital system work?
Almost exactly the same! You’re not talking to a chat-bot, again you’re talking to a real counsellor. They’ll want to get the details, and help you choose what happens next. Including getting someone to ring YOU, at a time that works for you.
Is it confidential, or do you tell someone’s company they’ve called?
It’s 100% confidential. Organisations like to know how many people are using the service, so it’s worth their while paying for it, but they won’t ever know who you are or what you’ve talked to us about. We ensure we don’t share any personally identifiable information with the employer.
Obviously, we do have a duty to report anything illegal, or any circumstances where someone might do themselves or others any harm.
Do EAPs/wellbeing helplines actually work?
They really do. That’s why I’m here. There is a real crisis in mental health right now, and a chronic lack of support available. What we do IS filling the gap, and it IS helping people when they don’t have anywhere else to turn.
What’s more, we’re doing it instantly. You’re not waiting on an NHS waiting list, and you’re not even waiting for an appointment every other Tuesday to talk to someone - we’re here in the moment, ready to catch you when you stumble.
We could write a whole book with the ‘thank you’ comments we get - which tells me what we’re doing works.
What’s the best bit about your job?
Making a difference to someone, even if it’s only in a small way. I’ve been a counsellor for more than 20 years and it really doesn’t get old.
