An investment in the future of support
We're making the biggest step forward for our systems in many years. This means more ways for your people to book support, and giving your organisation an online space to manage requests, training, and reporting. Every part of it is built around one thing: the moment someone decides to seek help. Nothing you already rely on goes away, we're adding a front door, not closing any.
Andy Jamieson, Chief Executive Officer, AccessEAP
About this Page
This page is for you as your organisation’s key contact. The videos show you both hubs, the guides walk you through setting up, and the questions at the bottom cover access, roles, bookings and reporting.
One thing to note: this page is written for you, not your staff. Most of what’s here is Employer Hub detail that only applies to your role. The Staff Education Pack is for your employees.
See it for yourself
A few minutes each, these videos show exactly what’s waiting for you and your people.
Your Guides
What to expect
Your first look at what's coming: what's actually changing, and what we'll ask of you along the way.
Staff Education Pack
Ready-to-send wording you can forward to your staff, so they hear about the Wellbeing Hub from you.
Your Quick-Start Guide - coming soon
The full walkthrough: your first login, finding your way around, and managing your team's access.
Have some Feedback or a Question on the new systems?
Common questions
About the new Employer Hub
What is the Employer Hub?
The Employer Hub is your organisation’s online space with AccessEAP. It’s where your HR team and people leaders manage who has access, book manager support, critical incident response and training, track the status of every request, reach your resources, and view your reporting.
What's the difference between the Employer Hub and the Wellbeing Hub?
They’re deliberately separate. The Employer Hub belongs to your organisation and is used by your HR team, managers and key contacts. The AccessEAP Wellbeing Hub belongs to your employees, and it’s where they book their own support privately. Your organisation never sees into it. Keeping the two apart is part of how we protect your people’s confidentiality.
Does the way we work with our AccessEAP contact change?
No. Your existing relationship and contact points stay exactly as they are. The Employer Hub takes the waiting and the back and forth out of routine tasks, so the conversations you have with your contact can be about the things that matter. The people you work with today are the people you’ll work with tomorrow.
How does our organisation get access to the new Employer Hub?
How does our organisation get access?
They’re deliberately separate. The Employer Hub belongs to your organisation and is used by your HR team, managers and key contacts. The AccessEAP Wellbeing Hub belongs to your employees, and it’s where they book their own support privately. Your organisation never sees into it. Keeping the two apart is part of how we protect your people’s confidentiality.
Who in our organisation can use it?
Your key contact acts as the administrator and invites everyone else. Access is role-based, so each person sees only what their role allows. There’s no limit on how many managers you can register, and managers can be scoped to a single division or department if that suits how your organisation is structured. Role names can be configured to match the language you already use internally.
Can one person hold more than one role?
Yes. Where someone needs to do more than one thing, their permissions combine.
What happens when someone leaves our organisation?
Their access to the Employer Hub can be removed. If that person also has a personal account on the Wellbeing Hub, it stays theirs. Personal accounts sit entirely apart from any workplace role.
Bookings and requests
How do we book manager support?
In the Employer Hub, choose to book a session and select manager support. You’ll tell us your role and what you’d like to discuss, then choose a time and a format from what’s available. The request goes straight to the right team, and you can check its status whenever you like.
How do we request critical incident support?
The Employer Hub has a dedicated pathway for critical incident response. A short form captures what’s happened and what you need. Your request goes directly into the critical incident queue and is triaged by urgency straight away, you’ll receive an email confirmation, and a coordinator will be in contact promptly.
How do we book training?
Training is booked through the Employer Hub under team bookings. Each type of training has its own short request form so we can tailor the session to your group. Every learning and development booking begins with a conversation with one of our Learning and Development Consultants, which you book the same way, so we understand what your people actually need before anything is scheduled.
Can bookings require internal approval on our side?
Yes. Where your agreement calls for internal sign-off on team bookings, the Employer Hub builds that step into the process, so bookings follow your own governance rather than working around it.
How do we see where a request is up to?
Everything your team submits appears in one place with its current status, so you can check whether something is confirmed or still being actioned without having to ask.
Reporting and confidentiality
What reporting can we see?
Reporting sits inside the Employer Hub. There are no separate logins and no extra licences to buy. Reports are designed and maintained by AccessEAP so the figures are consistent, comparable over time, and safe to share internally. The level of detail available to your organisation is set by your agreement.
Can we see which employees have used the EAP?
No, and that’s by design. You’ll see usage numbers, never names or personal details. Reporting also protects small teams automatically: where a population is small, less detail is shown, and richer insight becomes available across larger groups.
Can we export our reporting data or connect it to our own systems?
Reporting is viewed inside the Employer Hub and you can extract PDF exports based on a time range of your choosing.
Your employees
How do our employees get access to the Wellbeing Hub?
Employees register themselves. You share your organisation’s work email domain with your people, and they use it along with a personal email address to create their own account. We provide ready-made material you can send out.
Can our international employees use the Wellbeing Hub?
Yes. Where we support your international employees by telephone or video, they can register on the Wellbeing Hub and book appointments with our clinician network.
Privacy, security and billing
Is our information secure?
Yes. Accounts are protected with multi-factor authentication, so signing in involves a verification code much like the one you already use for work systems. Access to information is role-based, meaning people see only what’s relevant to their role. AccessEAP is certified to ISO/IEC 27001:2022 for information security management, and our Privacy Policy sets out in full how we collect, hold, use and disclose personal information.
Does this change our invoicing or how services are charged?
Your invoicing arrangements stay the same. What changes is how you reach your invoices, which are now available in the Employer Hub. Your key contact can view them, and you can add a team member with the finance role to view and manage them as well. Organisational services such as training are charged as agreed in your contract and are never taken from your employees’ EAP session allowances.