Your Employee Assistance ProgrammeQualified support for life’s ups and downs

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Welcome to your Employee Assistance Programme – the personal support service to complement your Group Income Protection cover.

This guide has been developed to provide you with all the information

you need to get the most out of this valuable benefit. Please keep

everything safe as you may need this information in future – particularly

if you want to call us.

In order to ensure you can always contact us, it’s a good idea to save the telephone

number into your mobile to make sure you have it handy.

ContentsIntroduction 3

Helping you get back on track 3

What sort of issues can I call with? 5

Online Services 8

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Life’s a journey and every road has a few bumps

Buying a new home, illness, managing money, relationships and raising children – just a few of the events

we experience in life’s ups and downs, making the journey both exciting and challenging. But through

your Employee Assistance Programme, provided in association with the recognised provider FirstAssist,

you can rest assured you have an expert team to help you plan the highs and support you through

the lows.

With access to the Employee Assistance Programme you now have 24 hour personal assistance. At any time, day or night,

you can talk in confidence* to a qualified adviser.

All you have to do is call

0800 404 9452

How we help you get back on track…

Our Servicesl Counselling Services

Qualified counsellors can provide advice and support to help

you work through your concerns and deal with anxiety or stress.

l Medical Services

If you ever need help or guidance on a health problem or just

have a general query we have GP’s and nurses on hand to

support you.

l Information Services

The programme’s information services can equip you with

essential knowledge to help you address everyday challenges

at work or in your personal life.

We aim to answer your queries and offer immediate help or

if necessary, refer you to an adviser or counsellor. If it is a

question requiring further information, we will pass you to an

appropriate legal, financial, consumer or personal expert.

24 hours a day, 365 days a year, you can access your own personal support system – just by picking

up the phone. Whether it’s professional advice, or counselling, the Employee Assistance Programme

is there to help you.

The programme is:

l Professional

l Impartial

l Independent

l Confidential

l Free

* The service is confidential unless we consider there is a risk of serious harm to yourself or anyone else.

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Unlike many helplines, we’re not just here for life’s crises.

Research conducted by FirstAssist demonstrated that we

don’t just need support when we’re anxious or stressed

– although there is no doubt that impartial advice is

invaluable during these times. Everyday issues such

as getting married, moving house and even childcare

can raise questions which can benefit from discussion.

So whether you need a shoulder to cry on or just a

sounding board to talk to, you can rest assured that help

is on hand.

Through the Employee Assistance Programme, you now have access to qualified advisers who are trained to help. Whether it’s to help you prepare for a challenge and gather essential information, or get some sound and confidential advice on a life event that’s affecting you or your family, you should feel free to call us. We can help with both the expected challenges and the unexpected crises.

What sorts of issues can I call with?

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The challenges you expect:

l �Managing money: Financial issues can have a significant impact on our personal and professional lives. Whether you need guidance on budgeting, credit cards, pensions, investments or savings we’re here to help.#

l �Legal issues: Feeling strained due to legal jargon? Expert help with negotiations, claims or even buying a house is just a phone call away.*

l �Relationships: Is arranging your wedding proving too much? Choosing a venue is one thing – but planning the guest list… How do you broach the subject that you can’t invite everyone without upsetting your relatives? How do you make sure you get what you want – whilst keeping everyone else happy? What if you have last minute doubts and want some re-assurance? We’ll offer you guidance and advice to help you keep your sanity when you’re planning what could ultimately be ‘the best day of your life’.

l �Personal life: Having and raising children, education, moving or buying a house. All of these can be challenging. We can offer invaluable guidance – whatever the issue.

l �Moving house: Although it should be simple, buying a house, arranging a mortgage, dealing with estate agents, finding the right solicitor and even organising the removal company can be a minefield – but our advisers are on hand to explain the process and help you through every step of your move.

l �Having a family: Pregnancy, birth and adoption all come with their challenges. You just think you’ve mastered parenting and the teenage years hit you. Even when you’ve got it right – there’s still schooling, peer pressures and your own work-life balance to consider. Talk to us – we’ll offer objective unbiased advice.

Don’t let a bump in the road slow you down…

# Financial Advisers are available to provide guidance only. They are unable to recommend specific provider products or assist in the arrangement of sales.

* The service offers legal help and guidance, not representation.

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l �Work: Work takes up a lot of our time… and energy. Speak to us today if you want to discuss the best way to approach the move to a new position. What’s the best way to build relationships? How do you best manage work pressures and deadlines? What can you do to help you develop your career?

l �Returning to work after a break? Whether it’s following maternity leave or an illness we can offer you useful advice to make the transition that much easier.

l �Time for a break? Although we all look forward to retirement when it becomes a reality you need to ensure you’re prepared both emotionally and financially. Rest assured we’re here to help.

And those you might not:

l �Family crises: The strain of a family crisis can sometimes be too much. Bereavement, disputes and caring for relatives are all sensitive areas that our counsellors can help with.

l �Personal crises: You don’t have to go through an unexpected personal tragedy such as divorce, abuse or racial discrimination alone.

l �Illness: Depression, terminal illness, addiction or even a car accident. All of these can prove a strain, but a problem shared is a problem halved.

Don’t let a bump in the road slow you down…

All you have to do is call

0800 404 9452

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Let us help you

Just talking to someone can really help - whatever the issue.

We actively encourage you to phone and speak to us whenever you feel you need some objective impartial advice. This is why we believe its best to save our number into your mobile. That way there can be nothing to stop you calling when you feel the need.

All you have to do is call

0800 404 9452

GEN4562 04/2012 © Aviva plc

Aviva Health UK Limited. Registered in England Number 2464270. Registered Office 8 Surrey Street Norwich NR1 3NG.

This insurance is underwritten by Aviva Life & Pensions UK Limited. Registered in England Number 3253947,

Registered Office 2 Rougier Street York YO90 1UU.

Authorised and regulated by the Financial Services Authority.

Aviva Health UK Limited, Head Office: Chilworth House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3RY.

www.aviva.co.uk/health

Online Services

In addition to the help and support available from the helpline, as a member of the EAP you also have

access to a website full of invaluable information.

FirstAssist Online is a web-based information and support resource designed to assist you and your family

with the challenges of daily life.

The Employee Area:

This area is designed to support you and your family in being prepared for life’s ups and downs. It may help you to reduce the impact an event may have on your wellbeing, at home or at work, and supplies a wealth of information on issues such as:

l �Personal Life - family and legal concerns, relationships, money, bereavement and housing

l �Work Life - return to work, retirement, work life balance, redundancy and workplace conflict

l �Health and Wellbeing - physical health, nutrition, illness and smoking cessation.

The Manager Area:

If you are a manager, there is also a specific area of the website to assist you to support your staff, enhance your leadership skills and develop strategies for you to deal with difficult situations. It covers areas of concern such as employee performance, supporting employees through difficult times and managing them during times of change.

You can log on to Online Services by going to www.firstassistonline.com. To enter your area of the website you will need to enter the access code which is available from your company.

*Online Services are only available to UK members of the Employee Assistance

Programme.

We believe that the EAP proposition offered by Aviva UK Health Ltd falls within HMRC guidelines. We recommend that you seek confirmation regarding any tax liabilities incurred based on the specific circumstances of your business. The Employee Assistance Programme is provided by Aviva Health UK in partnership with FirstAssist Services Limited, part of Capita plc.

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