Support

Here, you will find information on where to go for help and who can assist you in staying well.


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.

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, Sydney Metro & Roads and Maritime: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 687 327

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.


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 687 327

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 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

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- Organisational Effectiveness Team supports the Transport for NSW agency in the provision of evidence based and tailored interventions that create a mentally healthy workplace.

Here, you will find information on where to go for help and who can assist you in staying well.


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.

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, Sydney Metro & Roads and Maritime: 1300 360 364

Sydney Trains and NSW TrainLink: 1300 364 213

State Transit: 1300 687 327

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.


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 687 327

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 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

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- Organisational Effectiveness Team supports the Transport for NSW agency in the provision of evidence based and tailored interventions that create a mentally healthy workplace.