A better way of working together
We're taking the biggest step forward for our systems in many years. You're moving to a new way of managing your work with AccessEAP, your credentials, your availability, and your calendar, all in one place. It's built to be simple, even if you're not particularly tech-savvy. You're not doing this alone. Guides, videos, and the Associates team are all here to help, by phone if that's easier.
Setting up Guide
Your Guides
Two short guides, each covering one part of getting set up.
Have some Feedback or a Question on the new Professional Hub?
Common questions
Getting set up
What is the Professional Hub?
The Professional Hub is your online space with AccessEAP. It’s where you keep your profile and credentials current, set the hours you’re available, manage your calendar and bookings, write your session notes, and complete sessions for payment.
What do I need to do to get set up?
You’ll receive an email with your personal link and sign-in details, so there’s nothing to create yourself. From there, log in and complete your profile, upload your current credential documents, and set the hours you’re available so clients can book you. If you’d like to, you can also connect your own calendar. Written guides and short videos cover each step, and the Associates team can walk you through any of it by phone.
Which credential documents do I need to upload?
That depends on your role and the services you deliver with us, so there’s no single list that applies to everyone. A psychologist’s requirements aren’t the same as a nutritionist’s. Common examples include a police check, a working with children check, a professional licence or registration, and insurance. Your own checklist comes with your access details, and if anything on it is unclear the Associates Support Team can talk it through with you.
What's the difference between a credential and a professional membership?
They’re recorded separately in the Professional Hub. Credentials are the documents that permit you to practise, such as your licence, registration, checks and insurance, and they carry a start date. Professional memberships are your body memberships, recorded with the body, the membership name and an expiry date where one applies. Both are added from the same place, using either Add Credential or Add Membership.
What file types can I upload, and how do I upload them?
Open Credentials from the menu, choose Add Credential or Add Membership, fill in the details and attach a copy of the document. Attachments can be a PDF or an image, so a clear photo of a physical document is fine. There’s a fifty megabyte limit per file, which is well above anything a scan or phone photo will produce.
I'm not confident with technology. Will I manage?
Yes. You can be taken through your setup over the phone, there are printable guides if you’d rather work from paper, and where notes are concerned you can photograph handwriting instead of typing. You won’t be left to work it out on your own.
Your details
Do I need to update my details in more than one place?
No. Everything works from a single record, so you update your details once in the Professionals Hub and that’s it. Finance works from the same record, so there’s no need to notify anyone separately. Updating your address also updates your office location.
Can my clients see my phone number or email address?
No. Your contact details aren’t visible to clients, so changing them doesn’t affect anyone’s bookings. If you’ve shared your number or email with a client directly, that’s the only case where you’d need to let them know yourself.
Your availability
How do I set my working hours?
You set them yourself, and you can change them whenever you like. Open Working Hours, then either drag across the day and time you want to work or use Add shift. In the shift window you choose which services you’ll offer during that time, and only the services AccessEAP has enabled for you will appear. Then pick the modality, whether that’s video, phone or face-to-face, and for face-to-face choose your service location. If you’re part of a practice or clinic, it’ll be there in the dropdown. Set your start and end time and save. That time becomes bookable straight away.
Can I set hours that repeat every week?
Yes. Switch on Make Recurring and set the pattern, whether daily, weekly, monthly or yearly, along with the dates it runs between. Later you can click any block on your calendar and edit the whole series, change just that one occurrence, skip a single occurrence to remove it for one week only, or delete the series altogether.
How do I take leave or block out time?
Open Blackout Periods and add a period with a start and end date and time, plus a reason. Nothing can be booked during it, you can have several in place at once, and you can edit or delete any of them later. One thing to know before you set one: if an appointment you already have falls inside a new blackout period, it’s automatically declined and your client is emailed to rebook. That’s deliberate, so you’re covered if you’re suddenly unwell, but it does mean you should check your calendar first so you don’t cancel a session you meant to keep.
Can I connect my own calendar?
Yes, and we’d encourage it. Microsoft Outlook, including live.com, and Google are both supported. Connect it once from Settings and it keeps syncing on its own, with nothing to press or repeat. From then on, anything already in your personal calendar during your working hours blocks that time automatically, so a client can’t book you over an outside commitment. Bookings you take through the Professionals Hub also flow out into your own calendar, so you have one view of your week. Where availability is concerned the traffic only goes one way: your outside appointments remove availability, and your AccessEAP bookings stay protected.
Will AccessEAP or my clients see what's in my calendar?
No. A connected calendar tells us only that time is taken, never what it’s for. Your private commitments stay private. Clients see less again. They never see your calendar at all, only the open bookable times inside your working hours.
What if I'd rather not connect a calendar, or my software isn't supported?
That’s fine, and plenty of associates work this way. The Professionals Hub calendar manages your working hours, blackout periods and bookings whether or not you connect anything. The difference is that without a connected calendar we can’t see your outside commitments, so bookings may come through for times you’ve got something else on, and it’s up to you to decline those. If you use scheduling software that doesn’t sync, or you don’t have an Outlook or Google calendar, managing your availability directly in the Hub is the way to go. Support for other calendar types may be added later.
Can I disconnect my calendar later?
Yes, at any time from your settings. From then on you’d manage your availability directly in the Professionals Hub, exactly as if you’d never connected one.
Your sessions
What happens if I decline a booking request, or don't respond to one?
Where a booking works on acceptance, such as critical incident work, we’re notified either way and will resource another clinician. A prompt response of either kind helps us place the work quickly, so please reply even when the answer is no.
How do video sessions work?
As they do now. You open the meeting directly from the appointment, and the joining link is handled for both you and your client.
How do session notes work?
Write them inside the appointment. They save as you type and the Professionals Hub confirms when they’ve saved. If you’d rather not type, you can upload an attachment instead, including a photograph of handwritten notes. Both are equally valid. Notes need to be finalised before you complete a session, because completing the session is what sends it through for payment.
What is AI note-taking and when can I use it?
An AI-assisted note tool is available for clients who have consented to it. You’ll see each client’s consent status alongside their forms. Where a client hasn’t consented, AI note-taking isn’t available for them.
Can I request additional sessions for a client?
Yes. Where it’s clinically appropriate, you request them through the Professionals Hub with a brief justification, as part of completing the session.
Payment
How do I get paid?
Complete the session in the Professionals Hub, with your notes finalised and your activities logged, and it goes through to finance for payment automatically.
Do I still need to submit invoices?
No. There are no invoices to raise, submit or follow up. Completing the session is what triggers your payment.
How do I claim travel and preparation time?
Log them as activities against the session in fifteen minute blocks. They go through to finance with everything else, so there’s no separate claim to make.
What is AI note-taking and when can I use it?
An AI-assisted note tool is available for clients who have consented to it. You’ll see each client’s consent status alongside their forms. Where a client hasn’t consented, AI note-taking isn’t available for them.
Help and support
Where do I get help, and is there training?
There are short how-to videos and step by step PDF guides covering things like uploading your documents and setting your availability, plus a full reference guide and these questions. If you’d rather talk it through, the Associates Support Team is on 1800 818 728 or at associates@accesseap.com.au. For anything about payment, contact finance as you do now.
Does the Professionals Hub work on my phone or iPad?
Yes. It’s fully responsive, including writing or photographing notes while you’re out.