Newport & Wildman

FAQs

Please feel free to contact us if you have a question not answered here, or you need more information.

How do I make an appointment?

You can email us via the website to arrange an appointment or simply phone us 6332 0999 or 1800 650 204 and speak to our Receptionist who will negotiate a suitable time for you. You may like to view the Counsellor Profiles on the website www.newportwildman.com before calling.

Can I come after hours?

Some of our counsellors are available for after hours appointments, so please ask Reception when you call to make a time. Our Critical Incident Stress Management Response includes groups programs and individual counselling which are available after hours if needed.

What members of my family are covered by EAP?

Workplaces vary in their policy regarding the provision of counselling to family members. You will need to check with our Reception, or the HR section of your workplace. In most cases, counselling is available to the members of your immediate family.

Is the service totally confidential?

What you discuss with your Counsellor, and what they write in their case-notes is generally completely confidential. However, if a situation arises where a Counsellor is concerned about your safety or another person’s safety they have a duty of care to take action to protect a person’s physical wellbeing. In some cases this may mean giving the minimum possible information about you to another person. This would normally be discussed with you first, but on rare occasions it may not be possible to discuss this with you first.

The other occasion where it may not be possible to ensure all your information is kept confidential is in the situation of a Court Case where a case note file is subpoenaed to Court. This again is rare, but it is worth knowing that it can happen.

If you have been referred by your employer for a specific work-related matter, such as a performance review process, they may request a report or feedback from the Counsellor.

Organisations who contract us for EAP services also maintain the right to audit our book-keeping. This is extremely rare, but could mean that a person from your organisation could see your name listed as a client, but they do not have access to information about why you came. The person auditing the books would sign a confidentiality statement, agreeing to maintain total confidentiality about the personal information they view.

How many sessions can I have?

The majority of organisations allow 3 sessions in a year for employees and 3 sessions for each family member. However, workplace policies do vary and it is best to check with your employer, or call our Receptionist to find out.

What if I need more sessions?

If you have used your allocated sessions and require more, the Counsellor will discuss the options available at that time. Generally Newport Wildman can seek permission from your supervisor or HR representative to have up to 3 more sessions. By asking permission, your workplace will know that you are attending. You may have to sign a form permitting your Counsellor to discuss your need for ongoing counselling.

Other options are to attend and pay privately at Newport Wildman or elsewhere. It may be possible to obtain a Medicare rebate for ongoing counselling from some Counsellors, if your GP refers you for a mental health condition such as depression or anxiety. Some people find that Private Health cover is available. You can discuss these options with your Counsellor.

What happens in a counselling session?

The Counsellor will outline how the service works and the limits to confidentiality. You are most welcome to ask any questions you have about how the service works or the Counsellor’s professional background, at any point throughout your counselling sessions.

Counsellors tend to operate differently and some are more directive than others, but they will all endeavour to assist you to clarify the issues you have and what you think and feel, and help you to find solutions which suit you. If you have a specific need (eg “I just wanted someone to listen to me” or “I’d like some tips on how to communicate better with her” etc) then it’s helpful to mention these to your Counsellor so they know how best to assist you. Given that EAP counselling is short term, the Counselling sessions tend to be around clarifying, exploring and resolving what’s happening for you now. A counsellor may suggest you seek assistance from a specialist service or longer term Counselling if there is a large number of issues, or problems which need more time.

Are the Counsellors and Mediators Professionals?

All our Counsellors and Mediators have relevant qualifications and undertake ongoing training. As qualifications vary, it’s best to ask about the individual Counsellor or Mediator you see. Our Staff Profiles (accessed through the main menu) outline our Counsellors' and Mediators' qualifications and experience.

What happens in mediation?

For information on our mediation service, see the Services page. This page includes a link to our pamphlet on Mediation.

What if I don’t feel comfortable with the Counsellor or Mediator or I’m not happy with the how the session goes?

It’s very important that you feel “on the same wavelength” as your Counsellor or Mediator. Our Counsellors and Mediators understand this and will not be offended if you opt to try a different worker. If you have concerns, try to resolve it within the session (eg If you feel the Counsellor misunderstood something you said, simply let them know and they will listen again and work through it with you.) If you leave the session still feeling unsatisfied, it is ok to make an appointment with another Counsellor.

If you have serious concerns about a Counsellor or Mediator’s behaviour then you may wish to make a complaint to the Manager, Tony Newport, or the Counsellor / Mediator’s professional association.

We offer feedback forms to clients because we welcome being informed of concerns as well as compliments.

How do I give feedback or make a complaint?

We have a feedback form that is generally given to clients when they attend Counselling or Mediation. If you didn’t receive a copy and would like one, please contact our Reception.

Otherwise, you can email or phone with a comment or if you wish to discuss something in more detail, please contact our Director Tony Newport, Our Hobart Manager Carolyn Cox or our Launceston Office Manager Lynne Newport. A further option is to approach the staff member’s Professional Association (eg Australian Psychological Society or the Australian Association of Social Workers), however it’s always best to start with the people concerned directly and if still unsatisfied, then move on further.

What if the Counsellor has a conflict of interest?

Sometimes during Counselling or Mediation, the worker becomes aware (not always immediately) that they know a significant person in your situation. This may be that they have met them professionally or know them personally. The Counsellor, while trying to maintain confidentiality of the other person, will inform you of this as soon as they realise. It is very difficult for a Counsellor or Mediator to be fully impartial and give you the best professional service if they have such a ‘conflict of interest’, especially if there is conflict between you and the person they know. Generally it’s considered unprofessional to continue in those circumstances so it is best for the client to be referred to another Counsellor or Mediator.

What happens if I miss an appointment or cancel late?

Cancellations made after 5pm on the previous day to the appointment are considered late cancellations. A missed appointment or late cancellation uses up one of your allocated sessions so it’s in your own interests as well, to inform us the day before if you can’t make your appointment.

Does it have to be a work issue?

A few employers stipulate that only work issues are covered by their EAP. However, most employers make the Counselling sessions available for any issue which is affecting you, in the knowledge that whatever affects you personally is likely to affect you at work as well. People attend counselling for personal issues, work issues or a mix of both.

What if I need some general advice about workplace issues or management?

See the Services page for general information or view Staff Profiles of those staff working in the area through the Organisational Support page.

Do you do workshops?

Yes we do training and education workshops on a range of topics. Give us a call to discuss your particular needs, or further information can be found on the Services page. Our Staff Profiles list of staff involved in workshop presentations can be found through the Organisational Support page.

What other resources are available through Newport Wildman?

See our Services page for outlines of our services which include Counselling, Mediation, Critical Incident Stress Management responses, Organisational Support, Education and Training, Assessment and Research, and Supervisor and Management Support.