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ACCESS - Employee Assistance Program


For Employees
What is an Employee Assistance Program?

Your Employee Assistance Program (EAP) is a service provided by your employer which is free for you to access, voluntary and confidential. EAPs are programs provided to assist employees in managing personal, family and work related issues that affect your quality of life. Through access to qualified counsellors, employees and their families have the opportunity to identify problems and find ways of resolving them. Your EAP is provided by ACCESS Programs, an external service that offers counselling to employees of a number of organisations. All counsellors employed by ACCESS Programs are qualified and experienced.


When to get in touch?

How you feel is always a good way of knowing when you might need assistance.

If you find yourself:
  • Being distracted by problems at work or home
  • Getting tired or sick regularly
  • Having days off work
  • Running late, missing deadlines, or being involved in conflicts
  • Just burdened by everyday concerns
  • Feeling anxious or unable to go to work

These are the times you may wish to make use of your EAP.

Some of the more common issues people seek assistance for are:
  • Family and relationship problems
  • Grief and loss
  • Conflict with fellow workers
  • Parenting
  • Alcohol and drug use
  • Stress and emotional distress
  • Victimisation
  • Bereavement
Is the EAP confidential?

Your EAP is provided by counsellors who are outside of the workplace and are committed to confidentiality. Information shared with a counsellor will not be disclosed to your employer unless you agree in writing. Counsellors, like other professionals, may be legally bound to disclose information, for example, in the case of risk to persons. Your privacy is important and will be assured.

Will it affect my position?

Each EAP contract does differ, however, in most cases your employer will not know if you have attended counselling. You will always be notified if this is not the case. Counselling can be offered out of hours and in a number of locations ensuring no one need know your attendance.

Appointment Times

Appointments are generally made on a fortnightly basis and take 50 – 60 minutes. After hours appointments are available on select days only. Please talk to us for more information.

Townsville Outreach Service

The ACCESS program provides an outreach service to Ingham, Ayr, and Charters Towers. Appointments in outreach areas are made either fortnightly or monthly, depending on availability and demand.

How to make an appointment

You may decide that you would like to speak to an ACCESS counsellor, or a work colleague or supervisor may suggest that you consider using the EAP service. It will always be your decision to make the contact.

We do require the person attending the appointment to call to make the appointment. For children under 16 years we require the parent or legal guardian to call. Contact Centacare NQ on 1300 672 273 and request an EAP appointment while mentioning your place of employment.

Once you have contacted Centacare NQ, you will be offered an appointment within 2 working days of contact and an appointment will occur generally within 5 working days of contact.

Office hours are:


Monday, Wednesday and Thursday 8:30am – 5:00pm

Tuesday 8:30am – 7:30pm

Friday 8:30 – 4:30pm

Mount Isa

Monday - Friday 8:30am – 5:00pm



ACCESS Employee Assistance Program (EAP) is a professional and independent service which assists workplace productivity by providing counselling to staff and families on personal, family and work related concerns. Centacare NQ’s ACCESS Program has a proven track record in providing quality services to both small and large organisations.

Centacare NQ’s ACCESS Program is a member of the State and National ACCESS networks, operating in over forty sites Australia wide. ACCESS EAP Program is currently one of a handful of EAP providers in the Asia-Pacific region to have accreditation as a quality endorsed company.

Program Aims

The ACCESS Program provides a comprehensive service aimed at maximising successful outcomes for Employers and Employees, not just minimising problems. Through provision of quality services such as counselling, educational workshops, mediation, corporate coaching and crisis intervention, the ACCESS Program promotes an approach that is focused on prevention, resolution of issues as they arise, and supporting Employers and Employees to take a proactive approach to problem solving.

The ACCESS EAP provides professional and confidential short term counselling to employees who have either family, personal or work related problems. Research has shown that Employees that do not successfully seek support to address personal or workplace issues can be vulnerable to suffering reduced productivity, loss of confidence, anxiety, stress, substance abuse, and workplace conflict.

Common issues presented to ACCESS counsellors are:
  • Family and relationship issues
  • Grief, loss & bereavement
  • Parenting support
  • Managing stress and work/life balance
  • Drug, alcohol or gambling issues
  • Improving workplace relationships
  • Adolescent and parent conflict
  • Leadership skills and education
Other ACCESS Services
  • Training and Workshops: Covering a broad range of topics such as stress management, team building, conflict resolution, Mental Health First Aid and many more. Training can vary from one hour sessions to full day seminars
  • Critical Incident Stress Management Response: Debriefing and/or counselling of employees following a traumatic event in the workplace (i.e. fire, robbery, death) and 24 hour/7 days a week Critical Incident contact
  • Workplace Mediation: Appropriately qualified and skilled mediators can assist in resolving workplace disputes and conflict
  • Professional supervision
  • Corporate Coaching: Structured problem-focused consultations with experienced professionals in order to enhance outcomes through people management
Benefits to your Organisation

ACCESS Employee Assistance Programs have a proven record for assisting employees and their immediate families with personal and work related issues. Ultimately resulting in Employees who are better supported and able to focus and perform in their job.

ACCESS Employee Assistance Programs can benefit organisations by:

  • Enhancing employee’s work and personal life
  • Reducing sick leave, absenteeism, stress claims, staff turnover, recruitment costs and workplace conflict
  • Improving staff performance, morale and productivity
  • Increasing loyalty to the organisation
  • Reducing accidents in the workplace
  • Providing managers and supervisors with a means to fulfil their duty to ensure the health, safety and welfare of employees in the workplace
  • Providing management and supervisors with more time for their work rather than trying to resolve workplace conflict or support employees experiencing work or personal difficulties
  • Providing management and supervisors with support with raising their concerns and observations of an employee whilst assisting them in the development of a plan of action in order to effectively address their concerns with an employee
Benefits to Employees

Employees who use the program typically find that they are able to handle problems more effectively, which improves their home and work lives. ACCESS helps employees to resolve or manage their problems so that they can be positive and productive in not only the workplace but in their home lives also.

What does it cost?

The ACCESS Program is cost-effective in that it provides early intervention to potential ongoing problems that cost your organisation time, money and personnel. Fees can be on a retainer basis, a fee-for-session basis, or some combination. The cost is quickly recovered through increased morale and higher employee performance. A contract can be specifically tailored to your organisation.

Office hours are:


Monday, Wednesday and Thursday 8:30am – 5:00pm

Tuesday 8:30am – 7:30pm

Friday 8:30am – 4:30pm

Mount Isa

Monday - Friday 8:30am – 5:00pm

For further information about ACCESS, contract details, and fee structures, contract Centacare NQ in Townsville or Mount Isa on 1300 672 273 and request to speak with the ACCESS Team Leader.

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