When an employee contacts ValueOptions to access services through the EAP, the caller will speak with a licensed clinician who will discuss the reason for the call and identify what services the caller is seeking. Together, the caller and the clinician will determine what the next steps will be. Frequently, the next step is to schedule a face-to-face meeting with a counselor in the caller’s local area to further define the issues, identify both internal and environmental strengths and supports, and develop an action plan to address the participant’s concerns.

While the majority of individuals accessing care through the EAP are seeking guidance around everyday living problems, the assessment by the professional also includes evaluation of the caller’s safety and any history of abuse. The EAP is focused on early identification and early intervention with individuals, providing assistance before problems become overwhelming and incapacitating. Because of the nature of domestic violence and the feelings of shame, guilt and fear often experienced by the victim, ValueOptions often will offer telephonic assistance and support for those individuals who prefer the anonymity of the phone. This can be a helpful motivational resource to build the confidence of a victim until the victim is ready to see someone in person for ongoing counseling.

When an individual discloses that she or he is the victim or perpetrator of domestic violence, the counselor follows ValueOptions’ protocols to gather history and more detailed information in order to evaluate the degree of risk and create a safety plan. For those individuals at risk, the clinician will engage the caller in a discussion about safety and alternatives. During the discussion, the clinician also will locate community-based safe havens or attempt to obtain names and phone numbers of a trusted family member or friend who may provide immediate support to the caller.

If a person indicates intent to harm another, rules of confidentiality are waived in an effort to preserve the intended victim’s life. While the caller is on the phone with the clinician, another clinician will research resources in the caller’s local area, including identifying local emergency services and obtaining the local number for the police. The clinician will maintain telephone contact with the caller until the caller is persuaded to go directly to a local emergency room or until a family member or friend arrives, or, in extreme situations, the police arrive at the caller’s location.