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The City agrees to in no way insist or demand confidential information from the REACH program <br />on specific individuals who do not want their information released to the City. <br />Service Providers: Exceptions will also be made in cases when the employee and/or immediate <br />family members sign a written release authorizing the release of information by REACH to one or <br />more agreed upon service providers. <br />2. Definitions <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 />3. CounselinQ Hours <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 />Every attempt will be made to see management referrals and employees in crisis as early as <br />possible to the time of call and no later than 24 hours (during business hours) of the call <br />being made. All other clients will be seen within 48 hours of the call being made. <br />The City agrees to provide REACH with names and telephone numbers of liaison <br />individual(s) at the City who can be contacted in cases of emergencies and keep REACH <br />appraised of changes in contacts and telephone numbers. <br />4. 24-Hour Availability. 7 days a week <br />REACH provides confidential intake and psycho -social assessment and counseling to the <br />point of referral to employees and their irmrrediate family members with a 24 hour <br />telephone service. REACH assures that no calls go unanswered and that all crisis callers <br />receive courteous and prompt service. During non -business hours, all calls answered by the <br />REACH answering service will be connected to the on -call counselor. The REACHline <br />number is 1-800-273-5273. <br />5. Location <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 />3 <br />