Aspiria

what to expect

What to Expect When you Make that Call…

The key to achieving successful results is making sure all of the right tools are available from the onset.

Step 1: First point-of-contact. When you reach out to call our 1 800 number, we recognize the importance of that leap of faith. Making that first call is a HUGE step and strong indicator of your motivation and commitment to change. It’s the only chance we get to make a difference so having the wrong people in place to answer that call isn’t an option. It’s our life and our livelihood.

The people who respond to that call are not of the ‘call centre pass you along’ mentality. They are professional crisis counsellors that treat every call as if it were a real crisis or emergency (and often it is). At that first point of contact, our counsellors will help to assess both the presenting and sometimes hidden or real issues.

You want results and it all starts here with the right Aspiria people answering that call – in over 150 different languages too we might add. Our people are specialists, fully trained and qualified to handle ANY situation and they work 24/7/365. The call is always answered by a live PROFESSIONAL. We don’t take chances – this is our moment to make a difference. Do it right – right at that first call.

Step 2: The right match. Once the nature of the problem has been determined, the next step is to ensure that the right counsellor with the proper skill set is selected to meet with you. The Clinical Call Centre accesses the data base to determine who the best match for you is and the appointment is set up – all electronically. You are given options as to when and where would be the best time to meet with the counsellor that has been pre-selected.

Having all of the information available on line from the intake file makes it easier and faster for the counsellor and you to be able to achieve better outcomes. From experience we know that when people meet face to face and establish a rapport and level of trust, the results are far better and have less chance of you falling back. From our experience, telephone counselling and ecounselling work, but do not have the same success rates and we only use them when you request it or cannot meet in person.

Step 3: Follow-up. Making sure the process works and results that are achieved is the responsibility of one person: our Clinical Director. The Director reviews each and every client file. That is Aspiria’s 100% commitment to you (the industry average is 10% of files)! It is kind of like a second opinion to ensure quality along the way and that the best results are always obtained.

Part of what sets Aspiria apart from other EAP providers is our commitment to quality service and care. Everyone who accesses our service is in real need of help. By having our Clinical Director review every case file, it is our assurance to you that we care and are here to help right up until your issue is resolved.