Who can use the Telephone Counselling Service?

Any existing or new SPAEN member or any person employed by a Personal Assistant Employer who is a SPAEN member can access the counselling service.

What does it cost?

The service is free to use and the telephone number is also free to call from most U.K. landlines. Calling the counselling line from a mobile phone will incur charges and you should check with your network provider regarding these charges before calling. However, the advice line can return your call at a time and on a telephone number suitable to you also.

Other services such as mediation or face-to-face counselling can be made available on request but these services are chargeable. You will be advised of the cost of these services on enquiry so that you can made an informed decision before incurring any additional costs.

However, the majority of people find the telephone counselling service is sufficient and that remains free.

What can I use the service for?

There are a whole range of issues the trained and qualified counsellors can provide advice and guidance on, these include:

• Family issues
• Gambling
• Domestic abuse
• Debt
• Childcare
• Family matters
• Financial
• Insurance claims
• Legal
• Work
• Drugs & alcohol
• Relationships
• Consumer issues
• Stress
• Housing

What can I not use the service for?

The counsellors will not provide employment law advice to employers or their employees. This is because your Indemnity Insurance requires that you only follow the advice of your insurance provider.

SPAEN members with the Advice & Indemnity Insurance policy as part of their membership will continue to receive free and unlimited assistance and advice through the Employment Law Advice line.

Is there a limit to the service?

No. You and your employees (PA’s) can continue to access and use the advice line as much as you require and it will always be free for the telephone counselling.

I’m not a SPAEN member, can I access the service?

If your employer is a SPAEN member, you can access the service for free.

If you or your employer is not a SPAEN member, you can’t access the advice line through SPAEN at this time.

How do I become a SPAEN member?

If you are a PA employer, you can become a SPAEN member at any time. Just visit our Membership area, e-mail our Membership Services Team or call 0845 601 1156.

How do I know if my employer is a SPAEN member?

SPAEN members will have, or will shortly after joining SPAEN, receive details of how to access the telephone counselling service. At the time of joining, your employer will also have been provided with information leaflets and wallet cards to provide to their employees, giving details of how to access the service.

If you are unsure, we recommend you ask your employer if they are a member.

Will my employer be told if I use the service?

No. The counselling service is entirely confidential and details of who calls the advice line will never be disclosed to an employer or any other party unless there is a serious risk to life or some other substantial reason. In such instances, the counsellor will advise that they are required to contact external services as they have concerns about health and welfare but this will be done in a confidential manner and your ongoing health and welfare as well as your right to privacy and confidentiality are always respected and upheld.

Access to the Telephone Counselling service is free to use and is completely unlimited for SPAEN members and their employees.