Employee Assistance Program

Commitment to Our Customers

Confidentiality

Confidentiality is a crucial factor to consider when implementing an Employee Assistance Program. In accordance with federal confidentiality regulations and HIPAA privacy rules, Child & Family Services EAP and its staff are strictly prohibited from disclosing any confidential information regarding assessment and recommendations for an employee or family member to a third party, including the employer, unless the individual involved has provided expressed written consent to do so.

Professionalism

All of our administrative and clinical staff are professionals with masters degrees in social work or other disciplines. Our Program Director has over 25 years of experience in mental health and substance abuse treatment and over 18 years in the employee assistance program field. Our clinical staff have experience and expertise in assisting individuals with mental health concerns, bereavement, marital issues, parenting concerns, substance abuse, emotional trauma, domestic violence, and other personal or family concerns. All of our clinical staff receive supervision on a regular basis from our Clinical Supervisor and all staff are provided with ongoing opportunities for continued education. Child & Family Services is also nationally accredited by the Council for Accreditation for Children & Families.

Compassionate & Ethical Care

The comments most frequently written on our follow-up surveys by clients who have used the program are similar to this one: “...my counselor was extremely warm and caring and really seemed to understand what I was going through.” Our staff also recognize the importance of providing ethical care to clients and adhere to the professional standards established by the Employee Assistance Professionals Association and the National Association of Social Workers.

Easy Accessibility

Our program serves employers in the Buffalo/Erie County area. Our office is located at 1967 Wehrle Drive, Suite 9, Williamsville, New York, and is easily accessible from downtown Buffalo and the surrounding suburbs. In general, routine (non-emergency) appointments are offered within 3-5 working days. When clinically necessary, appointments may be offered within the same day or within 24 hours. Daytime and evening appointments are available in order to accommodate employees’ work schedules. There is free parking available, and our office is handicap accessible. Services are also available to employees and their families who reside or work outside our primary service areas through our State/National Affiliate Network. We recognize that employees and their families may need assistance in the evenings or on weekends. Our clinical staff are “on-call” 24 hours a day, which provides individuals with easy access to our program for telephone crisis counseling, should the need arise.

Courtesy and Respect

In accordance with professional practice standards and in conjunction with our sensitivity to individual needs, our staff always treat clients, referral sources, and other professionals with the utmost courtesy and respect.

Cultural Sensitivity

In accordance with professional practice standards and in conjunction with our sensitivity to individual needs, our staff always treat clients, referral sources, and other professionals with the utmost courtesy and respect.

Responsiveness, Flexibility & Follow-Up

Regardless of the problems or concerns presented, our staff recognize the importance of responding to the unique needs of each individual. Although our program is guided by policies and procedures, our philosophy regarding service is that we need to be flexible and “go the extra mile” in order to effectively provide help to someone in need. Our staff initiate follow-up contact with clients in order to assess the outcome of services and other assistance. We also routinely ask clients to evaluate their experience with our program through follow-up surveys.