Frequently asked questions
How Can
We Help You?
Find answers to common questions about Life Counsel Connect, counselling services, confidentiality, wellbeing resources and employee support.
Frequently Asked Questions
How Can
We Help You?
Find answers to common questions about Life Counsel Connect, counselling services, confidentiality, wellbeing resources and employee support.
General
Questions
1. What is Life Counsel Connect?
Life Counsel Connect is a secure employee wellbeing platform that provides employees with confidential access to professional counselling, wellbeing resources, self-help tools, crisis support, and wellness programmes.
3. Is the platform available 24/7?
Yes. Employees can access the platform, wellbeing resources, and request counselling appointments anytime.
5. Can I access the platform from my phone?
Yes. Life Counsel Connect is fully accessible on smartphones, tablets, and computers.Â
2. Who can use Life Counsel Connect?
Employees whose employers have partnered with Life Counsel Connect can access the platform. Depending on your employer’s plan, family members may also be eligible.
4. How do I create my account?
Simply register using the invitation or company code provided by your employer and follow the registration process.
1. What is Life Counsel Connect?
Life Counsel Connect is a secure employee wellbeing platform that provides employees with confidential access to professional counselling, wellbeing resources, self-help tools, crisis support, and wellness programmes.
2. Who can use Life Counsel Connect?
Employees whose employers have partnered with Life Counsel Connect can access the platform. Depending on your employer’s plan, family members may also be eligible.
3. Is the platform available 24/7?
Yes. Employees can access the platform, wellbeing resources, and request counselling appointments anytime.
4. How do I create my account?
Simply register using the invitation or company code provided by your employer and follow the registration process.
5. Can I access the platform from my phone?
Yes. Life Counsel Connect is fully accessible on smartphones, tablets, and computers.Â
Confidentiality
6. Is my counselling confidential?
Absolutely. Your sessions remain confidential except where disclosure is legally required to protect you or someone else from serious harm.
8. Can my manager see my information?
No. Your personal information and counselling records are private.
7. Will my employer know what I discuss?
No. Employers never receive details about individual counselling sessions. Only anonymous, aggregated wellbeing data may be shared for reporting purposes.
6. Is my counselling confidential?
Absolutely. Your sessions remain confidential except where disclosure is legally required to protect you or someone else from serious harm.
7. Will my employer know what I discuss?
No. Employers never receive details about individual counselling sessions. Only anonymous, aggregated wellbeing data may be shared for reporting purposes.
8. Can my manager see my information?
No. Your personal information and counselling records are private.
Counselling
Services
9. What issues can I receive counselling for?
Our counsellors can assist with:
- Stress and burnout
- Anxiety and depression
- Relationship and family
- challenges
- Trauma
- Grief and loss
- Workplace conflict
- Financial stress
- Personal development
- Addiction support
- Life transitions
11. Are counselling sessions online?
Yes. Sessions can be conducted online via secure video, telephone, or other approved communication methods.
13. Can I change counsellors?
Yes. If you feel another counsellor would be a better fit, you are welcome to change at any time.
10. How do I book an appointment?
Simply log into your account, select a counsellor, choose an available time, and confirm your booking.
12. Can I choose my own counsellor?
Yes. You can browse available counsellors and choose the one that best suits your needs.
9. What issues can I receive counselling for?
Our counsellors can assist with:
- Stress and burnout
- Anxiety and depression
- Relationship and family
- challenges
- Trauma
- Grief and loss
- Workplace conflict
- Financial stress
- Personal development
- Addiction support
- Life transitions
10. How do I book an appointment?
Simply log into your account, select a counsellor, choose an available time, and confirm your booking.
11. Are counselling sessions online?
Yes. Sessions can be conducted online via secure video, telephone, or other approved communication methods.
12. Can I choose my own counsellor?
Yes. You can browse available counsellors and choose the one that best suits your needs.
13. Can I change counsellors?
Yes. If you feel another counsellor would be a better fit, you are welcome to change at any time.
Employee Assistance
Program (EAP)
14. What is an Employee Assistance Program (EAP)?
An EAP provides confidential professional support to help employees manage personal and work-related challenges that may affect their wellbeing and performance.
15. How many counselling sessions do I receive?
This depends on your employer’s Employee Assistance Programme package.
14. What is an Employee Assistance Program (EAP)?
An EAP provides confidential professional support to help employees manage personal and work-related challenges that may affect their wellbeing and performance.
15. How many counselling sessions do I receive?
This depends on your employer’s Employee Assistance Programme package.
Wellbeing
Resources
16. What resources are available?
Employees may access:
- Articles
- Videos
- Mental health assessments
- Wellness campaigns
- Monthly awareness content
- Self-help resources
- Webinars
- Workshops
17. Are there self-assessment tools?
Yes. Employees can complete confidential wellbeing screenings to better understand their emotional wellbeing.
16. What resources are available?
Employees may access:
- Articles
- Videos
- Mental health assessments
- Wellness campaigns
- Monthly awareness content
- Self-help resources
- Webinars
- Workshops
17. Are there self-assessment tools?
Yes. Employees can complete confidential wellbeing screenings to better understand their emotional wellbeing.
Emergencies
18. What if I am in crisis?
If you believe you are in immediate danger, contact your local emergency services immediately. The platform also provides emergency contact information and crisis support resources.
Technical
Questions
19. I forgot my password. What should I do?
Click “Forgot Password” on the login page and follow the instructions to reset your password.
20. I'm having trouble logging in.
Please contact our support team using the Help section or email support for assistance.
19. I forgot my password. What should I do?
Click “Forgot Password” on the login page and follow the instructions to reset your password.
20. I'm having trouble logging in.
Please contact our support team using the Help section or email support for assistance.
Employers
& HR
21. What reports do employers receive?
Employers receive anonymous, aggregated reports showing trends in employee wellbeing, utilisation, and wellness programme engagement. Individual employee information is never disclosed.
23. Does Life Counsel Connect comply with privacy laws?
Yes. We are committed to protecting personal information and complying with applicable privacy legislation, including South Africa’s POPIA and other relevant regulations in the countries where we operate.
22. Can Life Counsel Connect be customized for our company?
Yes. We can customise the platform with your company branding, wellbeing campaigns, resources, and organisational information.
21. What reports do employers receive?
Employers receive anonymous, aggregated reports showing trends in employee wellbeing, utilisation, and wellness programme engagement. Individual employee information is never disclosed.
22. Can Life Counsel Connect be customized for our company?
Yes. We can customise the platform with your company branding, wellbeing campaigns, resources, and organisational information.
23. Does Life Counsel Connect comply with privacy laws?
Yes. We are committed to protecting personal information and complying with applicable privacy legislation, including South Africa’s POPIA and other relevant regulations in the countries where we operate.
Christian
Counselling
24. Do you offer Christian counselling?
Yes. Where requested, employees can choose to receive counselling from professionally qualified counsellors who integrate Christian values into the counselling process.
Costs
25. Do employees pay for counselling?
In most cases, counselling is funded by the employer as part of the Employee Assistance Program. Additional services may depend on your employer’s selected package.
Contact
26. How can I contact Life Counsel Connect?
You can contact us through the Contact Us page, email our support team, or use the support options available within the platform.
Your Privacy & Confidentiality
Your wellbeing matters. Your privacy is protected. All counselling sessions and self-assessments are confidential, giving you a safe and trusted space to seek support whenever you need it.
Still Have Questions?
We’re here to support you.
Reach out anytime for confidential assistance.
