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.