Understanding Clearhead EAP Session Extension Process

Purpose and Expectations of Session Extensions
Session extensions are intended for special and exceptional circumstances only and should not be expected as part of standard EAP support. Providers are expected to work within the allocated number of sessions and to be transparent with clients about what can realistically be achieved therapeutically within this limit. All Session Extension requests need to always be made to Clearhead and never to the employer. 

Approval and Funding Considerations
Session extensions are not guaranteed, as organisations working with Clearhead have different approaches to funding additional sessions. Requests are therefore considered on a case-by-case basis, and approval will vary depending on the organisation.

Alternatives for Ongoing Support
If a client requires ongoing support beyond their allocated sessions, providers are encouraged to stay informed about appropriate external referral pathways and funding options to ensure continuity of care. Where appropriate, clients may also choose to continue working with you privately through Clearhead’s self-funded pathway, where sessions can be paid for by card.

When Session Extensions May Be Requested
There are occasions where an EAP intervention may not be possible to complete inside of the number of sessions assigned by the employer. As the therapist, you may use the Clearhead platform to make requests for additional sessions. Additional EAP sessions are only to be requested in limited circumstances when in line with short-term EAP intervention principles, and are in no way guaranteed.

Review Process and Employer Decision-Making
Clearhead’s clinical team reviews each request, and if eligible, passes on the request to the employer, ensuring that the anonymity of the employee is protected. Employer organisations make the final decision about whether or not to approve further sessions, and they vary in their approach to requests. Some have set criteria which they delegate to Clearhead to apply. For instance, acute work-related issues may be more frequently accommodated for by the session extension request process.

Factors That Support Approval
Requests are more likely to be approved if you clearly explain how several additional sessions will resolve a client’s issue(s) or outline how you need extra sessions to support a referral to another service. Session extensions can only be approved by our therapy contact. If a client advises that a manager has approved more sessions, please provide the manager’s name and the number of sessions discussed in the request. Please note that this could identify the individual so please ensure your client is aware of this and consents to sharing this information. This information will be included in the request for the therapy contact to consider.

How to Submit a Session Extension Request
Requests for session extensions are made through the Provider Portal (see FAQ: How to request a session extension for your EAP client ). All requests are reviewed by the Clearhead clinical team before going through to the employer contact, including checks that there is no identifiable detail (which we would redact). We may need to ask you for some additional information or points of clarification. We will email you to let you know if the extension has been approved or not. If we do not hear a response from the employer within specified time periods, the request is declined by default.

What questions are included in a Session Extension Request:

• Do you have client’s consent?
• Is this the client’s first session extension?
• Why did the client reach out to you?
• Is this a short term or long term issue or situation?
• Has any public transition support been explored and how come if not? 
• What has been achieved through sessions delivered?
• How many extra sessions are needed for the client and how will you use these sessions? 
• Will you use these to transition to transition or close?
•  What would be the impact to client if session extension not granted?
• Is this due to a workplace or personal issue? 
• Do you believe these sessions will improve your client’s ability to perform at work? 

Calendar Year Allocations
Some clients, but not all, receive a new allocation of sessions at the start of each calendar year. If you are seeing a client towards the end of the year, and it is clinically appropriate, continuing sessions under their new allocation may be a suitable option instead of requesting a session extension. Clients can access their new allocation by making a new booking on the platform. You will only be able to view the new allocation once the client has initiated a new booking. However, providers should not proactively contact clients at the beginning of the year to offer additional sessions unless this has been previously agreed.

Client‑Initiated EAP Support
It is important to note that EAP sessions must always be client-initiated rather than therapist-driven. Clients should take the lead in requesting further support, and providers should avoid prompting or encouraging requests for additional sessions unless there are current safety concerns.