Support

Here, you will find out more about other support channels. You can explore the tabs below, and

The Employee Assistance Program (EAP) provides support and coaching to help staff and their families access professional and confidential counselling services. It’s for times when you need support as well as to further develop yourself. The service is to help people at their best, not just when there are areas of concern, so you can continually enhance your health and wellbeing.

Coronavirus Update: Temporary changes to EAP service delivery

With a strong focus on the safety and wellbeing of their customers, Benestar have introduced temporary changes to their service delivery to mitigate any risks that come with the current spread of coronavirus (COVID-19).

In situations like this many in the community are experiencing feelings of increased anxiety and distress. It is important to know that our Employee Assistance Program (EAP) is still available and accessible. When requesting an appointment with the EAP you will be asked to declare any recent travel or contact with a confirmed case of Coronavirus. To minimise risk, Benestar are increasingly moving to use phone/video/livechat sessions in place of face to face appointments.

Benestar have developed informative resources to help further support your health and wellbeing. These are available on the BeneHub.

Contacting EAP

To contact the EAP simply call the Helpline. A variety of appointment times are generally available for face-to-face and phone counselling.

TfNSW and Sydney Metro: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 360 364

More information

Read the brochurepadlock find out more about the services available to you

See the user guidepadlock for more info on logging in to the website

EAP FAQspadlock

Why use the EAP?

Everyone needs assistance now and then in dealing with personal or work related issues. The EAP offers you the opportunity to resolve problems, improve the quality of your life and enhance or maintain work performance.

What types of problems can the EAP assist with?

  • marital or relationship issues
  • workplace conflict
  • emotional stress
  • management issues
  • gambling
  • anxiety and depression
  • financial issues
  • care of the elderly
  • parenting troubles
  • balancing family and work
  • poor health
  • drugs and alcohol

Will anyone know I have used the EAP?

No. All contact between you and the EAP is confidential. No information can be reported without your written consent. In the case of workplace related issues you can authorise your counsellor to speak directly with your manager or another nominated representative, however this is up to you.

What does the EAP cost?

The short-term counselling services provided through the EAP are paid for by Transport for NSW. There is no charge to you. If you require long-term counselling you will be referred to the most appropriately qualified health professional and costs associated with referred services will be your personal responsibility.

BeneHub

BeneHub is the online EAP portal that can be used to access a range of health and wellbeing resources anywhere, anytime from your preferred device via an application through BeneHub Login or via the website. BeneHub is easy to navigate and offers many tools and resources (blog posts, podcasts, animations, videos, learning modules and toolkits) on topics such as life, body, money, relationships, work, family, managing stress and mental health.

  • See the user guide for more information on how you can login.padlock

The Manager Assistance Program (MAP) provides professional support to all managers, supervisors and team leaders across Transport for NSW. MAP provides an opportunity for managers to seek coaching and advice on strategies to manage difficult staff and real life issues. The program can be used in conjunction with a referral of an employee to the EAP or as a ‘stand-alone’ service by a manager seeking assistance with a particular issue.

MAP case studies

Case study 1: Performance managing an emotional employeepadlock

Case study 2: Managing an employee whose personal life is impacting work performancepadlock

Critical Incident Managementpadlock

TfNSW, Sydney Metro & Roads and Maritime: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 360 364

Critical or major events are often unpredictable and can have a significant impact on the health, wellbeing and safety in our workforce. Therefore, immediate and superior care and support is essential. Benestar provides support during these times, minimising long term impact on individuals, reducing downtime, and helping people leaders to care for their teams.

Managers play a key role in facilitating the recovery of their employees after a traumatic event and should contact Benestar immediately following a critical incident.

For more information

Should you require additional information or support, please contact the HR Advisory team on 1800 618 445, Try HR Knowledge or email TfNSWHR@transport.nsw.gov.au

Supporting materials:

Benestar Best You e-Brochurepadlock

BeneHub User Guide - Transport for New South Walespadlock

MAP FAQspadlock

What kind of questions can the MAP help me answer?

Some of the most common situations that managers and supervisors seek assistance on include:

  • How do I share information about an employee who has been diagnosed with a terminal illness with my team in a sensitive, respectful and professional way?
  • I have an employee who is regularly arriving late and seems distressed.
  • What is the best way for me to check on their wellbeing?
  • I am about to have a difficult performance discussion and need some assistance to manage my own emotions.
  • How do I advise my team about a major change that will affect them?
  • I have a team member that regularly turns up with bruises and I am concerned she may be experiencing family violence. What is the best way to approach this with her and provide her support?

How do I use the MAP?

You can access tools and information on the website, through the online BeneHub portal or by calling 1300 360 364 and ask for a MAP appointment.

Is the MAP confidential?

Yes. No identifying information regarding your use of the service is provided to Transport for NSW.

What services does the MAP provide?

The MAP can offer you specialised people management advice. For example, when dealing with a difficult or complex people management issue you many need advice and support on how to manage issues such as:

  • delivering a difficult message in a sensitive manner
  • managing conflict between individuals or within a team
  • dealing with a difficult personality
  • understanding the impact of a mental illness or other psychological issue
  • responding to aggressive or confrontational situations
  • If you need to refer an employee to the EAP, the MAP can provide advice on various issues including:
  • whether the EAP is the best option for a staff member or suggesting other suitable alternatives
  • how to present counselling to a staff member who may be reluctant to use the EAP.

Once an employee has been referred to the EAP you can use the MAP to provide background information on the staff member, performance issues or work conflict issues (with the staff member’s prior knowledge).

BeneHub

BeneHub is the online EAP portal that can be used to access a range of health and wellbeing resources anywhere, anytime from your preferred device via an application through BeneHub Login or via the website. BeneHub is easy to navigate and offers many tools and resources (blog posts, podcasts, animations, videos, learning modules and toolkits) on topics such as life, body, money, relationships, work, family, managing stress and mental health.

At Transport, we say no to domestic, family violence and abuse (DFVA). If you or someone you know may be impacted by DFVA, please know that there are many avenues of support available both via external specialist providers and internal support outlined below. We have a Transport policy and leave arrangements in place. If you or someone you know is in immediate danger, please call 000.

PRESS ‘X' at the top right-hand corner of the page to IMMEDIATELY LEAVE THIS PAGE if you need to. Alternatively, click on any of the links on the right to go to another page or press and hold ‘ALT+TAB’ to switch to another window.

Workplace support

Our biggest priority is to ensure the physical and psychological safety of our people, and we are committed to supporting you. Speak to your People Leader or People Partner about some of the many ways we can support you, including:

  • Working from a Transport office during Covid-19
  • 10 days Special Leave
  • Flexible working arrangements
  • Changes to work location, or work station where practicable if required
  • Changing work contact details including email address and/or phone number
  • Supporting an employee’s safety plan by storing copies of important documents
  • Use of a safe word, sign or signal as a call for help

Support lines

  • 1800RESPECT (1800 737 732) is a 24/7 confidential service to support people impacted by domestic violence. There are also additional accessible services
  • NSW Domestic Violence Line (1800 65 64 63) is a 24/7 confidential service in New South Wales. Interpreters and Text Telephone (TTY) are available
  • Kids Helpline (1800 55 1800) provides support for children affected by family violence
  • Aboriginal and Torres Strait Islander support lines
  • Men's Referral Service (1300 766 491) if a man is worried about his own behaviour or violence
  • Another Closet for LGBTI support on 1800 656 463. Includes information for supporting a friend or family member.

Other support services

  • The Daisy App has information about support services in your local area. It’s free and includes safety features to help protect the privacy of people using it
  • The Sunny App has information and support services for people impacted and who have a disability
  • My Safety Kit is a reflection resource for people who are (or may be) impacted by domestic and family violence or abuse
  • Follow My Lead is an awareness raising resource for any person who may be listening to and responding to a person impacted
  • Familiarise yourself with the special leave available for people impacted by domestic and family violence or abuse (note: the supplied link is applicable for TfNSW and RMS employees but all divisions and agencies have provisions for special leave. Speak to your manager or P&C partner about the leave available to you).
  • Let your manager, People Partner or one of our Mental Health First Aiders know if you need support. They’re there to support you, can help you with the right course of action and the special leave you’re eligible for

Finding a safe place to stay

If you need somewhere to stay urgently, there are options available:

  • Link2Home 1800 152 152 if you have nowhere to stay. Link2Home is available 24 hours a day, 7 days a week, every day of the year. They can help with emergency temporary and crisis accommodation, including refuges.
  • Refuges will remain open during the COVID-19 pandemic. Services are following NSW Health regulations to maintain social distancing

Helping someone else stay safe

If you have concerns about someone’s immediate safety, please call 000. There are practical things we can all do support each other including regularly checking in on others by calling, text or video calls, and being educated and aware about DFVA. Here are some resources to learn more.

  • Follow My Lead is an awareness raising resource for any person who may be listening to and responding to a person impacted
  • 1800 Respect has a range of information and resources for people impacted as well as those wanting to support a potential impacted person
  • Domestic and Family Violence short course and videos developed by SBS and the Male Champions of Change, these short course/videos share the role employees can play in supporting people impacted by domestic and family violence or abuse
  • Please familiarise yourself with the special leave available for people impacted by domestic and family violence or abuse
  • This recent Women’s Agenda article on how to help someone experiencing violence or abuse at home during isolation has some good tips on how we can support others
  • Use of a safe word, sign or signal as a call for help

People Partnerspadlocksupport employees and managers to understand and use proactive, confidential and supportive short-term, solution oriented coaching and advisory services (such as EAP and MAP) on a wide range of personal and work-related issues.

Mental Health First Aiderspadlockare volunteer employees available to everyone at Transport for NSW. Mental Health First Aiders are an avenue of support where you can confidentially discuss your issues and receive advice on potential next steps.

TfNSW People and Culture - organisational effectiveness supports the Transport for NSW agency in the provision of evidence based and tailored interventions that create a mentally healthy workplace.

Below is a list of current relevant policies, procedures and workplace documents.

Procedurespadlock

TfNSW

RMS

Attendance and Overtime ProcedureFlexible and Standard Working Hours Procedure
Flexible Work Arrangements ProcedureFlexible Working Arrangements Procedure
Flexible and Standard Working Hours Procedure
Teleworking Procedure
Changing from Full-Time to Part-Time Work Procedure
Reasonable Adjustment Procedure
Grievance Management ProcedureGrievance Management Procedure
Leave ProcedureExtended (Long Service) Leave Procedure
Military Leave Procedure
Purchased Leave Procedure
Annual (Recreation) Leave Procedure
Sick Leave Procedure
Maternity, Parental and Adoption Leave
Family, Community Service, Bereavement and Other Pressing Necessity Leave Procedure
Special Leave Procedure
Study and Exam Leave
Concessional Leave Procedure
Local Public Holidays and Events Days Procedure
Public Service Holiday and Picnic Day Procedure
Leave Without Pay Procedure
Managing excess staff policyManagement of Excess Staff Procedure
Parental Leave ProcedureMaternity, Parental And Adoption Leave Procedure
Responding to bullying and harassment procedureBullying, Harassment and Discrimination Management Procedure
Workplace Professionalism and Conduct Policy
Return to Work and Injury Management ProcedureInjury Management Program
Return to Work Program
Secondary Employment ProcedureSecondary Employment Procedure


Factsheets & Guidespadlock

TfNSW

RMS

Complaints of bullying, harassment and discrimination - manager's guide(External link)
Drug and Alcohol Rehabilitation Program(External link)Drugs and Alcohol Procedure
Grievance Management - Manager’s Guide(External link)Grievance Management Procedure
Guide for flexible work options(External link)Flexitime Employees working Temporary Night Shifts - Quick Guide
Factsheet - how to record excess credit time in your timesheet
Managing Sick Leave - A Manager’s Toolkit


TfNSW and RMS

Injured workers return to work fact sheet
Mental Health First Aider Fact Sheet
Staying Connected
Redeployment Services FAQs
Workers compensation employee guide
Workers compensation manager guide

Here, you will find out more about other support channels. You can explore the tabs below, and

The Employee Assistance Program (EAP) provides support and coaching to help staff and their families access professional and confidential counselling services. It’s for times when you need support as well as to further develop yourself. The service is to help people at their best, not just when there are areas of concern, so you can continually enhance your health and wellbeing.

Coronavirus Update: Temporary changes to EAP service delivery

With a strong focus on the safety and wellbeing of their customers, Benestar have introduced temporary changes to their service delivery to mitigate any risks that come with the current spread of coronavirus (COVID-19).

In situations like this many in the community are experiencing feelings of increased anxiety and distress. It is important to know that our Employee Assistance Program (EAP) is still available and accessible. When requesting an appointment with the EAP you will be asked to declare any recent travel or contact with a confirmed case of Coronavirus. To minimise risk, Benestar are increasingly moving to use phone/video/livechat sessions in place of face to face appointments.

Benestar have developed informative resources to help further support your health and wellbeing. These are available on the BeneHub.

Contacting EAP

To contact the EAP simply call the Helpline. A variety of appointment times are generally available for face-to-face and phone counselling.

TfNSW and Sydney Metro: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 360 364

More information

Read the brochurepadlock find out more about the services available to you

See the user guidepadlock for more info on logging in to the website

EAP FAQspadlock

Why use the EAP?

Everyone needs assistance now and then in dealing with personal or work related issues. The EAP offers you the opportunity to resolve problems, improve the quality of your life and enhance or maintain work performance.

What types of problems can the EAP assist with?

  • marital or relationship issues
  • workplace conflict
  • emotional stress
  • management issues
  • gambling
  • anxiety and depression
  • financial issues
  • care of the elderly
  • parenting troubles
  • balancing family and work
  • poor health
  • drugs and alcohol

Will anyone know I have used the EAP?

No. All contact between you and the EAP is confidential. No information can be reported without your written consent. In the case of workplace related issues you can authorise your counsellor to speak directly with your manager or another nominated representative, however this is up to you.

What does the EAP cost?

The short-term counselling services provided through the EAP are paid for by Transport for NSW. There is no charge to you. If you require long-term counselling you will be referred to the most appropriately qualified health professional and costs associated with referred services will be your personal responsibility.

BeneHub

BeneHub is the online EAP portal that can be used to access a range of health and wellbeing resources anywhere, anytime from your preferred device via an application through BeneHub Login or via the website. BeneHub is easy to navigate and offers many tools and resources (blog posts, podcasts, animations, videos, learning modules and toolkits) on topics such as life, body, money, relationships, work, family, managing stress and mental health.

  • See the user guide for more information on how you can login.padlock

The Manager Assistance Program (MAP) provides professional support to all managers, supervisors and team leaders across Transport for NSW. MAP provides an opportunity for managers to seek coaching and advice on strategies to manage difficult staff and real life issues. The program can be used in conjunction with a referral of an employee to the EAP or as a ‘stand-alone’ service by a manager seeking assistance with a particular issue.

MAP case studies

Case study 1: Performance managing an emotional employeepadlock

Case study 2: Managing an employee whose personal life is impacting work performancepadlock

Critical Incident Managementpadlock

TfNSW, Sydney Metro & Roads and Maritime: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 360 364

Critical or major events are often unpredictable and can have a significant impact on the health, wellbeing and safety in our workforce. Therefore, immediate and superior care and support is essential. Benestar provides support during these times, minimising long term impact on individuals, reducing downtime, and helping people leaders to care for their teams.

Managers play a key role in facilitating the recovery of their employees after a traumatic event and should contact Benestar immediately following a critical incident.

For more information

Should you require additional information or support, please contact the HR Advisory team on 1800 618 445, Try HR Knowledge or email TfNSWHR@transport.nsw.gov.au

Supporting materials:

Benestar Best You e-Brochurepadlock

BeneHub User Guide - Transport for New South Walespadlock

MAP FAQspadlock

What kind of questions can the MAP help me answer?

Some of the most common situations that managers and supervisors seek assistance on include:

  • How do I share information about an employee who has been diagnosed with a terminal illness with my team in a sensitive, respectful and professional way?
  • I have an employee who is regularly arriving late and seems distressed.
  • What is the best way for me to check on their wellbeing?
  • I am about to have a difficult performance discussion and need some assistance to manage my own emotions.
  • How do I advise my team about a major change that will affect them?
  • I have a team member that regularly turns up with bruises and I am concerned she may be experiencing family violence. What is the best way to approach this with her and provide her support?

How do I use the MAP?

You can access tools and information on the website, through the online BeneHub portal or by calling 1300 360 364 and ask for a MAP appointment.

Is the MAP confidential?

Yes. No identifying information regarding your use of the service is provided to Transport for NSW.

What services does the MAP provide?

The MAP can offer you specialised people management advice. For example, when dealing with a difficult or complex people management issue you many need advice and support on how to manage issues such as:

  • delivering a difficult message in a sensitive manner
  • managing conflict between individuals or within a team
  • dealing with a difficult personality
  • understanding the impact of a mental illness or other psychological issue
  • responding to aggressive or confrontational situations
  • If you need to refer an employee to the EAP, the MAP can provide advice on various issues including:
  • whether the EAP is the best option for a staff member or suggesting other suitable alternatives
  • how to present counselling to a staff member who may be reluctant to use the EAP.

Once an employee has been referred to the EAP you can use the MAP to provide background information on the staff member, performance issues or work conflict issues (with the staff member’s prior knowledge).

BeneHub

BeneHub is the online EAP portal that can be used to access a range of health and wellbeing resources anywhere, anytime from your preferred device via an application through BeneHub Login or via the website. BeneHub is easy to navigate and offers many tools and resources (blog posts, podcasts, animations, videos, learning modules and toolkits) on topics such as life, body, money, relationships, work, family, managing stress and mental health.

At Transport, we say no to domestic, family violence and abuse (DFVA). If you or someone you know may be impacted by DFVA, please know that there are many avenues of support available both via external specialist providers and internal support outlined below. We have a Transport policy and leave arrangements in place. If you or someone you know is in immediate danger, please call 000.

PRESS ‘X' at the top right-hand corner of the page to IMMEDIATELY LEAVE THIS PAGE if you need to. Alternatively, click on any of the links on the right to go to another page or press and hold ‘ALT+TAB’ to switch to another window.

Workplace support

Our biggest priority is to ensure the physical and psychological safety of our people, and we are committed to supporting you. Speak to your People Leader or People Partner about some of the many ways we can support you, including:

  • Working from a Transport office during Covid-19
  • 10 days Special Leave
  • Flexible working arrangements
  • Changes to work location, or work station where practicable if required
  • Changing work contact details including email address and/or phone number
  • Supporting an employee’s safety plan by storing copies of important documents
  • Use of a safe word, sign or signal as a call for help

Support lines

  • 1800RESPECT (1800 737 732) is a 24/7 confidential service to support people impacted by domestic violence. There are also additional accessible services
  • NSW Domestic Violence Line (1800 65 64 63) is a 24/7 confidential service in New South Wales. Interpreters and Text Telephone (TTY) are available
  • Kids Helpline (1800 55 1800) provides support for children affected by family violence
  • Aboriginal and Torres Strait Islander support lines
  • Men's Referral Service (1300 766 491) if a man is worried about his own behaviour or violence
  • Another Closet for LGBTI support on 1800 656 463. Includes information for supporting a friend or family member.

Other support services

  • The Daisy App has information about support services in your local area. It’s free and includes safety features to help protect the privacy of people using it
  • The Sunny App has information and support services for people impacted and who have a disability
  • My Safety Kit is a reflection resource for people who are (or may be) impacted by domestic and family violence or abuse
  • Follow My Lead is an awareness raising resource for any person who may be listening to and responding to a person impacted
  • Familiarise yourself with the special leave available for people impacted by domestic and family violence or abuse (note: the supplied link is applicable for TfNSW and RMS employees but all divisions and agencies have provisions for special leave. Speak to your manager or P&C partner about the leave available to you).
  • Let your manager, People Partner or one of our Mental Health First Aiders know if you need support. They’re there to support you, can help you with the right course of action and the special leave you’re eligible for

Finding a safe place to stay

If you need somewhere to stay urgently, there are options available:

  • Link2Home 1800 152 152 if you have nowhere to stay. Link2Home is available 24 hours a day, 7 days a week, every day of the year. They can help with emergency temporary and crisis accommodation, including refuges.
  • Refuges will remain open during the COVID-19 pandemic. Services are following NSW Health regulations to maintain social distancing

Helping someone else stay safe

If you have concerns about someone’s immediate safety, please call 000. There are practical things we can all do support each other including regularly checking in on others by calling, text or video calls, and being educated and aware about DFVA. Here are some resources to learn more.

  • Follow My Lead is an awareness raising resource for any person who may be listening to and responding to a person impacted
  • 1800 Respect has a range of information and resources for people impacted as well as those wanting to support a potential impacted person
  • Domestic and Family Violence short course and videos developed by SBS and the Male Champions of Change, these short course/videos share the role employees can play in supporting people impacted by domestic and family violence or abuse
  • Please familiarise yourself with the special leave available for people impacted by domestic and family violence or abuse
  • This recent Women’s Agenda article on how to help someone experiencing violence or abuse at home during isolation has some good tips on how we can support others
  • Use of a safe word, sign or signal as a call for help

People Partnerspadlocksupport employees and managers to understand and use proactive, confidential and supportive short-term, solution oriented coaching and advisory services (such as EAP and MAP) on a wide range of personal and work-related issues.

Mental Health First Aiderspadlockare volunteer employees available to everyone at Transport for NSW. Mental Health First Aiders are an avenue of support where you can confidentially discuss your issues and receive advice on potential next steps.

TfNSW People and Culture - organisational effectiveness supports the Transport for NSW agency in the provision of evidence based and tailored interventions that create a mentally healthy workplace.

Below is a list of current relevant policies, procedures and workplace documents.

Procedurespadlock

TfNSW

RMS

Attendance and Overtime ProcedureFlexible and Standard Working Hours Procedure
Flexible Work Arrangements ProcedureFlexible Working Arrangements Procedure
Flexible and Standard Working Hours Procedure
Teleworking Procedure
Changing from Full-Time to Part-Time Work Procedure
Reasonable Adjustment Procedure
Grievance Management ProcedureGrievance Management Procedure
Leave ProcedureExtended (Long Service) Leave Procedure
Military Leave Procedure
Purchased Leave Procedure
Annual (Recreation) Leave Procedure
Sick Leave Procedure
Maternity, Parental and Adoption Leave
Family, Community Service, Bereavement and Other Pressing Necessity Leave Procedure
Special Leave Procedure
Study and Exam Leave
Concessional Leave Procedure
Local Public Holidays and Events Days Procedure
Public Service Holiday and Picnic Day Procedure
Leave Without Pay Procedure
Managing excess staff policyManagement of Excess Staff Procedure
Parental Leave ProcedureMaternity, Parental And Adoption Leave Procedure
Responding to bullying and harassment procedureBullying, Harassment and Discrimination Management Procedure
Workplace Professionalism and Conduct Policy
Return to Work and Injury Management ProcedureInjury Management Program
Return to Work Program
Secondary Employment ProcedureSecondary Employment Procedure


Factsheets & Guidespadlock

TfNSW

RMS

Complaints of bullying, harassment and discrimination - manager's guide(External link)
Drug and Alcohol Rehabilitation Program(External link)Drugs and Alcohol Procedure
Grievance Management - Manager’s Guide(External link)Grievance Management Procedure
Guide for flexible work options(External link)Flexitime Employees working Temporary Night Shifts - Quick Guide
Factsheet - how to record excess credit time in your timesheet
Managing Sick Leave - A Manager’s Toolkit


TfNSW and RMS

Injured workers return to work fact sheet
Mental Health First Aider Fact Sheet
Staying Connected
Redeployment Services FAQs
Workers compensation employee guide
Workers compensation manager guide