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3 <br />3. Definitions <br /> <br />a. “Client” shall mean an employee or his/her immediate family member participating <br />in the REACH EAP program. <br />b. “Treatment Service Providers” or “Service Providers” shall mean an outside <br />counseling professional or agency, referred by REACH, whose services will be paid by the <br />client. <br /> <br />4. Counseling Hours <br /> <br />REACH provides counseling hours from 8:00 a.m. to 8:00 p.m. Monday through Thursday, <br />Friday 8:00 to 5:00 p.m. and will respond appropriately and effectively to employee needs. <br /> <br />Every attempt will be made to see management referrals and employees in crisis as early as possible <br />to the time of call and no later than 24 hours (during business hours) of the call being made. All <br />other clients will be seen within 48 hours of the call being made. <br /> <br />The City agrees to provide REACH with names and telephone numbers of liaison individual(s) at <br />the City who can be contacted in cases of emergencies and keep REACH appraised of changes in <br />contacts and telephone numbers. <br /> <br />5. 24-Hour Availability, 7 days a week <br /> <br />REACH provides confidential intake and psycho-social assessment and counseling to the <br />point of referral to employees and their immediate family members with a 24 hour telephone <br />service. REACH assures that no calls go unanswered and that all crisis callers receive courteous <br />and prompt service. During non-business hours, all calls answered by the REACH answering <br />service will be connected to the on-call counselor. The REACHline number is 1-800-273-5273. <br /> <br />6. Location <br /> <br />Employees and family members will have a choice of counseling either at one of our several <br />conveniently located offices or at one of our service provider's office. <br /> <br />7. Referral Network <br /> <br />When necessary, REACH will refer employees and dependents to appropriate, cost <br />effective, geographically convenient and high quality services provided by individuals and agencies <br />which have been screened by our staff.