Converge, an industry-leading employee mental health and wellbeing provider (EAP), recently participated in the 32nd Employee Assistance Professional Association of Australia (EAPAA) International Conference to discuss the evolution of EAP.
Andrew Hume, Chief Executive Officer at Converge, was invited by EAPAA to partake in the CEO panel, where the hot topic of traditional EAP delivery vs non-traditional was discussed. Three other CEOs joined Andrew onstage, and all involved gave their thoughts on where the industry was heading.
During the panel, Andrew suggested there is no such thing as a traditional or non-traditional EAP, arguing that it’s a marketing illusion. Andrew said that experienced providers with a depth of clinical expertise plus contemporary technology-enabled business models are best equipped to deliver quality customer experiences.
Andrew contended that delivering quality employee mental health and wellbeing services at scale is a complex task requiring both significant clinical quality and technology investments.
“A brilliant experience occurs when you have a choice – it’s timely, and you get a resolution. Technology enables choice. It removes friction. It creates immediacy. People want to be able to call, email, chat, message or use social channels. They want to access these pathways through the web, an app or a contact centre. They want a consistent, seamless experience,” Andrew said.
He continued: “Converge offers tailored support through an omnichannel approach to ensure care is immediate and readily accessible. Our customers can choose how they access our clinical services – they can arrange an appointment directly via online booking from their mobile phone or our website. They may choose to ask the AI-powered bot on our website to support them through the intake process, or they may prefer to call, email, chat or interact via instant messaging via our contact centre. The possibilities are endless. We’re excited to see the future of EAP and even more excited to play a part.”
Our national network of psychologists and consultants provides clinical support to over 2 million employees and their immediate family members. We also make counselling available through the employee’s pathway of choice—that can be in person, through telehealth, or through live chat. We make counselling available anytime, anywhere.
Lana Schwartz, Executive Director of Strategic Solutions at Converge and current president of EAPAA, said: “The conference was a hit. We had many great insights from a range of experts in the mental health and wellbeing industry. This annual event is a space for many organisations to convene and discuss the importance of supporting employees with quality care.”
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About Converge
Converge is an employee wellbeing and mental health support provider serving over 1,500 businesses with our clinical network of over 2,000 mental health and wellbeing practitioners. We support many well-known businesses across Australia and New Zealand, including Bupa, Coles, Bunnings, Qantas, and Australia Post. We’ve been active in the Employee Assistance Program (EAP) industry since the 1960s and have solidified ourselves as one of Australia and New Zealand’s most trusted providers. We believe in providing businesses with mental health and wellbeing support that’s accessible, effective, and available 24/7, anytime, anywhere.
