IMPLEMENTATION APPROACH AND INFRASTRUCTURE
Virtual Call Centre
Nyavani EAP and Wellness Consultants implement a dedicated toll-free number for the exclusive use by employees of our client organisation and their immediate family members nationally. All employees and their immediate families/dependants, i.e. spouse or life partner, children, siblings, parents, will have immediate, access to telephonic counselling via a multilingual professional confidential and unlimited 24/7/365 virtual call centre, with arranged face-to-face counselling, where appropriate. The telephonic counselling service is available in a language preference of the client.
Much like most presenting problems, the telephonic counselling service is equally multi-layered. Using this holistic approach, each caller will receive a support solution uniquely crafted to suit his or her needs.
· In the case of a self-referral, a clinical consultant will answer the employee’s call, conduct a risk assessment, and agree with the caller on an appropriate solution path. A multi-layered offering can include emotional counselling, financial and/or legal advice.
· Ongoing follow-up calls to the employee will be scheduled up until the employee is able to self-manage the situation effectively. The majority of employee self-referrals can usually be resolved through this process. If not, a process of further in-depth assessment and/or referrals for in-person (face-to-face) counselling will be initiated.
· The call centre provides confidential assistance 24/7/365, by a team of clinically qualified, multilingual accredited counsellors.
· Appropriate solution planning, intervention implementation and monitoring of progress in followed to ensure quality care is provided at all times.
Multichannel access
All employees and their immediate families/dependants can access the call centre through multiple channels of entry as listed below:
Infrastructure
Case Management System
Nyavani EAP and Wellness Consultants uses a Case Management System which is a reliable and configurable cloud-based case management system that helps manage and track client and service data in one place, streamline our processes, and improve outcomes, while keeping data secure. Our case management system help improve data accuracy and save time for staff, while generating increased capacity for service delivery, better reporting, and improved client engagement and satisfaction.
All clients information is recorded in a case management system which enables appropriate reporting which is disaggregated and customised to the needs of the client organisation. All client files and data are retained electronically in a cloud hosting infrastructure for a period of five (5) years and subsequently archived. Client information is stored in secured cloud data hosting which are managed by Information Management experts. All data is also backed up and regularly checked for integrity. In alignment with the PoPI Act, all employees receive training on the conditions required for responsible processing of health and wellness information.
