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Wellbeing

Employee Assistance Program (EAP)

Middle East Conflict March 2026

Following the recent strikes in Iran and the fast-developing and escalating situation in the Middle East, we are reminding any staff or students who may be affected or worried about family or loved ones in the affected regions, and may need support services to please consider the following contacts:

  • Consular Assistance - www.smartraveller.gov.au within Australia: 1300 555 135, outside Australia: +61 2 6261 3305
  • EFAP - TELUS Health within Australia: 1300 361 008, outside Australia: +61 3 9658 0025

In uncertain times, it is natural to feel anxious. UOW is a global university, and we are committed to supporting our workers, students and stakeholders through this crisis.

Confidential counselling services

The University of Wollongong provides confidential counselling services designed to enhance the emotional, mental and general psychological well-being of employees through the Employee Assistance Program (EAP).

All UOW employees and their immediate family members have access to up to six counselling sessions per year with qualified counsellors, available via face-to-face or phone consultations, to assist with any issues impacting their lives.

To arrange a consultation with a counsellor please call 1300 361 008 or use the online live chat function on the TELUS Health website where you can make a booking, request an alternative appointment time or ask any general questions.

After hours or telephone consultations are available upon request.

The EAP is provided by an external organisation, TELUS Health, who specialises in the provision of EAP services to government and private organisations including other universities.

For staff wanting to access support from outside of Australia, please call +61 3 9658 0025.

Managers Assistance Hotline

TELUS Health has a specific The Manager Hotline to provide UOW managers and supervisors access to a telephone based ‘helpline’ for brief support and advice on people related issues.

For more information contact 1300 361 008 or see the Manager Hotline information. 

 

 

TELUS Health One app

TELUS Health has developed an online platform that is available to UOW staff to ensure they feel supported and connected wherever you are. This application can be accessed via desktop or mobile.

The TELUS Health One app is a well-being platform that has a number of benefits including:

  • Search for resources and tools on topics ranging from family and life to health, money and work
  • Receive support on your own schedule with CareNow
  • Access the Total Wellbeing Assessment to help identify your wellbeing strengths and opportunities for improvement
  • Exclusive offers that can save you money across a number of brands and retailers including travel, food, entertainment and personal care

The app acts like a difital wallet card. Dtaff can call an EAP advisor with just one tap - toll-free, 24/7 for expert advice, resources and referrals.

Staff are able to log in to the TELUS Health online platform with their UOW credentials.  

Frequently asked questions

A. Yes, TELUS Health offers telephone counselling or "counselling in a click" real time, online 1 on 1 counselling.

A. Appointments can be made by contacting 1300 361 008 Monday to Friday between 8:30 am to 6:30 pm. An after hours telephone crisis support service has been set up to support clients who require crisis support between 7pm and 8am.

A. The University fully subsidises the Employee Assistance Program.

A. UOW employees and their immediate family members can access up to six counselling sessions per year with qualified counsellors.

A. Yes, TELUS Health clinicians are trained in LGBTQIA+ issues and many have self-identified as LGBTQIA+. For people identifying as LGBTQIA+, our counsellors ensure that if the presenting issues are related to their sexual orientation or gender identification (particularly in their workplace) these are explored and discussed and form the basis for the counselling sessions.

A. Simply call TELUS Health on 1300 361 008, this will get you to the TELUS Health Contact Centre. The TELUS Health service representatives are trained to conduct a thorough assessment and guide clients to the most appropriate service. They will recommend a counsellor with the expertise in the areas you are wishing to address and facilitate the booking.

A. If you have made an appointment to see a counsellor and you feel uncomfortable going on your own you are welcome to bring a partner, friend or family member with you. They can provide support and help you remember what was said during the session.

Give yourself plenty of time, arriving 10-15 minutes before your counselling session can assist in managing some of the anxieties you may be experiencing before the session. It is often parking, travel arrangements, and finding office locations that can add to the stress of your first appointment.

Before your appointment, write down some of the things you would like to explore during the session. You may want to write them down in order of importance to you. What do you hope to get out of the counselling? Sometimes it can be challenging, sometimes cathartic or a release, sometimes revealing and sometimes demanding These are all quite normal thoughts and feelings to be having and the counsellor will support you through this process.

Practice defining how much you feel something; for example on a scale of 1 to 10 how happy/sad/anxious/depressed and so forth do you feel at any given moment.

If something is said during your appointment that you don’t understand, don’t be afraid to ask the person to explain what they mean. Feel free to check - it is your session after all.

A. All telephone calls are confidential and your conversation is not recorded, so you can have trust in the person taking your call. Confidentiality is guaranteed, TELUS Health is completely independent of the University and no information about you will be disclosed without your permission.

A. It is recommended that you call from a private location free from disruptions. Additionally it is recommended that you select a time to call when you are feeling composed or less distressed so that you can clearly talk through the issues affecting you.

The TELUS Health Service representative will perform an initial assessment with you over the phone takes between 5-10 minutes. They will ask you to give a brief overview of your issue and will assess the level of risk attached to your issue. Based on this information they will recommend a counselling service suitable for you. These are standard questions asked of all people ringing in to make an appointment and helps TELUS Health link you in with the most appropriate service.

You will need to provide the service representative with certain personal details including your phone number so they can contact you. Additionally TELUS Health will send a reminder SMS 48 hours prior to your appointment if you wish. You will need to take note any instructions the service representative gives to you.

TELUS Health can experience heavy call volumes and recommend that you stay on the line when you are on hold. Making an appointment to see a counsellor for the first time may be difficult but remember the service representative is understanding and is there to support you with your appointment request.

If you are unsure about any point made by the service representative don’t be afraid to seek clarification, they are there to support you with your appointment booking and finding the right service for you. Prior to the call ending, you should feel that someone has actively listened to you; given you support; and pointed you in the right direction for getting the right support through the Employee Assistance Program.

A. TELUS Health bases its counselling approach on a short term model. TELUS Health counsellors provide emotional support and explore possible strategies that will assist you re-balance your life as soon as possible. TELUS Health counsellors are also trained to provide support to those who may have experience, or be experiencing domestic and family violence.