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Service Providers: Exceptions will also be made in cases when the employee and/or immediate family <br />members sign a written release authorizing the release of information by REACH to one or more <br />agreed upon service providers. <br />2. Definitions <br />a. "Client" shall mean an employee or his/her immediate family member participating in <br />the REACH EAP program. <br />b. "Treatment Service Providers" or "Service Providers" shall mean an outside counseling <br />professional or agency, referred by REACH, whose services will be paid by the client. <br />Counselim 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 calland no later than 24 hours (during business hours) of the call being <br />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 individual(s) <br />at the City who can be contacted in cases of emergencies and keep REACH appraised of <br />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 point <br />of referral to employees and their immediate family members with a 24 hour telephone service. <br />REACH assures that no calls go unanswered and that all crisis callers receive courteous and <br />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 />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 />6. Referral Network <br />When necessary, REACH will refer employees and dependents to appropriate, cost effective, <br />geographically convenient and high quality services provided by individuals and agencies <br />which have been screened by our staff. <br />Monitorine/Follow-un <br />REACH will monitor and follow-up as long as appropriate all people referred by the REACH <br />program to outside individuals and community resources to assure the problem is resolved and <br />