← Home page

Frequently asked questions

How many hours of professional telephone support are a manager or union representative entitled to per year?

There is no limit on the number of hours of professional telephone support a manager or union representative can receive per year.

Who is entitled to Tandem help services?

All employees covered by the program through group insurance as well as their immediate family members.

What are the hours of operation of the Tandem call centre?

Tandem responds to help requests 24 hours a day, 7 days a week, 365 days a year.

What is the territory covered by Tandem?

Canada from coast to coast (toll free telephone number).

Who are Tandem’s counsellors?

All Tandem counsellors are duly qualified professionals and members of a recognized professional association or order.

How many hours of consultation are offered to employees entitled to Tandem support services?

Tandem provides up to 12 hours of consultation per eligible employee, including his immediate family, each year.

What happens if an employee needs more hours of consultation than the ones provided by Tandem support services?

Those who reach the maximum number of hours of consultation provided by Tandem can continue to consult the same professional, at their expense, of which most is reimbursed by the group insurance program.

Are Tandem help services confidential?

Absolutely. These are confidential services. Anybody who wishes to remain anonymous may do so. Tandem counsellors must comply with very strict standards in this regard. In addition, because of the Access to Information Act, no confidential information may be disclosed to anyone without written consent from the person who is the subject of the requested information. You can, therefore, use the services with confidence.

What are the methods of intervention used?

Aside from the information and useful tips available on this website, Tandem offers professional interventions by phone, online or in person.

In what languages are Tandem’s services offered?

Tandem‘s services are offered in English and French. In some parts of Canada, the services are available in additional languages also. Contact us for information!

How does one make a help request to Tandem?

A help request to Tandem can be made by phone at 1-855-874-8558, or by email, at tandem@lacapitale.com. In case of emergency, we prefer you to contact us by phone.

What information must be provided when making a help request to Tandem?

When making an initial help request to Tandem, contact information, group insurance, division and member numbers, as well as certain details about the request are taken by an agent. Any urgent request is sent directly, or within the next hour, to a counsellor. If the request is not urgent, a phone or in-person appointment is set up with a counsellor.

If a serious situation occurs within an organization, what service is offered by Tandem?

In the event of a crisis, whether the negative impacts seem limited or not, it is recommended that you contact Tandem as quickly as possible to assess the repercussions of such a crisis on the organization. Tandem offers support to members of the organization, if appropriate. If needed, a crisis management counsellor is sent to the premises within 24 hours of receiving the request.

If a person is already working with his own counsellor, is it possible for him to have meetings with this counsellor as part of Tandem?

Just mention it when your file is opened, during your initial request to Tandem. If the counsellor is not a professional from the Tandem network, an agreement can be made with him so that his services are offered to the client as part of Tandem.

After the hours of consultation authorized by Tandem, is it possible to continue the process with the same counsellor?

Once the number of hours authorized by Tandem has been reached, it is possible to continue the process with the same counsellor (at the person’s expense). This is what we call “self-referral”.

What topics can be discussed as part of Tandem?

As part of Tandem, numerous topics can be discussed. Here are some examples: sadness, exhaustion, depression, mourning, post-traumatic stress, anxiety, addictions (drugs, alcohol, gambling, Internet), conflict, recurring absenteeism, attitude or behaviour problems, lack of motivation, physical health problems, family or relationship problems, suicidal ideas, problems with a child or loved one, etc.

What happens if the person is not satisfied with the counsellor?

By contacting us about this incompatibility, we will be able to evaluate the situation and, if needed, suggest another counsellor to the person.

Can the employer find out about the state of health of an employee using Tandem‘s services before or after the employee’s work stoppage?

This information is confidential; however, certain authorized persons can find out about the physical limitations that prevent the employee from continuing or resuming work, as well as those requiring some form of accommodation.

Is the employer required to accommodate an employee’s return to work by a gradual increase in workload and/or simplified tasks?

Although a gradual return to work and other types of accommodations are, in some cases, rehabilitation measures that allow for a faster and more sustainable return to work, the employer is not required to provide them if the negative impact on work is deemed excessive. However, given the low cost of most accommodations and their numerous advantages, each request must be evaluated, if possible, by a disability or rehabilitation management specialist.

Do we have to wait for the employee or colleague to be on the verge of missing work or in a work stoppage before referring him to Tandem’s services?

On the contrary, making a referral at the first signs of difficulty often helps to keep the person at work or to avoid a prolonged work stoppage.

Once an employee returns to work following a disability, is meeting with the employee recommended?

Each case is unique. Any return to work must be prepared, but does not always require an official meeting. In addition, in some cases, a preparatory meeting a few days or weeks before returning to work is advisable. A Tandem specialist can provide good advice in determining which is the best course of action based on the employee’s situation. In all cases, you must be available to meet the employee on his first day back to work and inform him of his duties.