Critical incident (CI) services
Whenever there is a traumatic event in the workplace, SupportLinc is available to provide immediate support, guidance and consultation. A traumatic event, also referred to as a critical incident (CI), may include any of the following types of events:
Unexpected employee death
Workplace accident
Workplace violence
Natural disaster
Robbery
Downsizing/reduction in force
Whenever there is a critical incident in the workplace, organizational leadership is encouraged to contact SupportLinc for an immediate consultation. Based on the information gathered during this consultation, we will make an initial recommendation, which may include any of the following interventions:
Distribute tip sheets and EAP flyers
Remind all employees of the 24/7 toll-free number for immediate support and a referral to a local counselor if needed
Monitor employees for impact or ongoing reactions
Conduct outreach calls (if appropriate)
Develop a plan for onsite CI services
If onsite critical incident services are recommended, we will provide additional consultation regarding the most appropriate timing and format for these services. In general, the goals of onsite critical incident services are to:
Educate – regarding common reactions
Normalize – all reactions
Identify – participants who may need additional support
Provide – coping skills for managing reactions in healthy ways
Remind – all participants of availability of EAP services
Once a course of action has been determined, a written action plan will be sent that summarizes the event, as well as the nature and timing of services that will be provided.
Process
1. An Authorized Company Representative contacts the program to request a consultation following a traumatic workplace event.
Note: Although multiple access points are available, it is recommended that a call be placed to the EAP access number for the country where the incident occurred. You may also email RapidResponse@workplaceoptions.com directly. Taking these steps helps prevent any unnecessary service delays.
2. Within 30 minutes, a Critical Incident Manager contacts the Company Representative to conduct a critical incident consultation.
3. If the Authorized Company Representative requests onsite (or virtual) critical incident response services, a Crisis Response Plan is discussed and confirmed.
Note: If onsite (or virtual) critical incident response services are declined, additional ways to support employees and managers will be discussed.
4. The Critical Incident Manager coordinates the requested services directly with the crisis response professional, the Company Representative and/or the local contact.
5. Critical incident response services are delivered per the confirmed Crisis Response Plan.
6. All participants are encouraged to contact the EAP for additional, ongoing support if needed.
7. Within 24 hours of services, the Critical Incident Manager follows up with the Company Representative to confirm satisfaction with services and determine if additional support is needed.
Important information and requirements:
Onsite: 4-hour minimum
Virtual: 2-hour minimum
*Travel expenses are additional
Required information to coordinate support
1. Client name
2. Point of contact at the location with whom we need to coordinate the support
3. Location (country and city)
4. Reason for service/any other relevant details about the event
5. Audience (group/individual)
6. Language(s) support may be needed
7. Delivery method - onsite and/or virtual support
8. Preferred date and time
9. Client representative contact details at the location
Approval process
We have a four-hour pre-approval process in place to avoid delays in sourcing the requested support. If someone other than an Authorized Company Representative requests critical response services or for anything over four hours, please include their name and title and describe the process in order to obtain approval:
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Cost
Critical Incident Services are billed as indicated in the EAP Services Agreement.
