12.7 Critical incident/severe stress

A critical incident is an extremely traumatic experience that may affect one or more staff-for example, hostage taking, extreme violence, etc. The CO should take steps to provide culturally appropriate support after critical or traumatic incidents. This may include standing arrangements (on an as-needed basis) with local or regional psychological specialists. Where a CO may access such professional support, each Member has a separate service provider to ensure that professional standards are fully met for delivering psychosocial welfare. Full details are found in Annex 21.41 Emergency personnel support programme/critical incidents. Contact details for the respective Member service providers are as follows

Member Program Contact Notes
CARE USA Employee Assistance Program (EAP) CIGNA Global Health  

FREEPHONE: 1.800.870.5068
WEBSITE: available through www.CignaEnvoy.com
SMS TEXTING: +44 790 934 1229 (standard and international text messaging rates may apply)
EMAIL: globaleap@workplaceoptions.com
When emailing or texting, please include your name, your company, your country location, and the phone number where you can be reached.


This provider covers international staff. National staff can be reimbursed for counselling services through the Chronic and Critical Illness Fund. Contact CARE USA Human Resources for assistance at staffsupport@care.org
CARE Australia EAP service provider is PPC. From Australia – 1300 361 008

From Abroad – +61 3 9658 0025

www.ppconline.info/au  Username: careaust  Password: care2007


The EAP only covers staff either international or Australian based, directly employed by CARE Australia. For national staff, local arrangements need to be set up by the CO itself. Address any queries to the HR unit in Canberra.
CARE Canada EAP services are provided by “Shepell-fgi” Toll-free English/French services:

In North America: 1 888 509-5560

From Outside North America:

Step A: Access your local operator

Step B: Request to place a call to Canada with reverse charges to 905 886-3605

Step C: Once connected to Shepell-fgi, you will be speaking with a professional Intake Counsellor who will request some initial information in order to connect you with the appropriate qualified psychologist in your country, specific to your needs.

Online Appointment request: https://www.shepellfgiservices.com/app/eap/entersite2.asp Username: cdf001
Password: can001

This service is available ONLY to our overseas international staff (not domestic Canada-based staff and not national/local staff who have their own providers or use counsellors on as needed individual basis). Domestic Canada-based employees who are deployed on short-term assignments overseas during emergencies are also eligible to these services prior to their deployment/during and upon return.


CARE International  Services are provided by Headington Institute  Donald S. Bosch, Ph.D.
Director of Clinical Services
Headington Institute
Skype: donbosch
 All staff are requested to have an initial discussion with Don once they are hired; thereafter they should be checking in as often as needed, or at minimum after each deployment.
 CARE UK  Services provided by Simply Health; and for deployment and critical incidents by Interhealth  All staff can call Simply Health at 0800 072 5850.  All staff have access to a confidential counselling service provided by Simply Health. Also offered is support via Interhealth to staff returning from stressful assignments or in case of critical incidents.
 CARE France  Services provided by ACE Europe  Police no. FRBBBA08048
Depuis la France:
Téléphone: 01 40 25 57 25
Télécopie: 01 40 25 52 62
Depuis l’Etranger:
Téléphone: 33 40 25 57 25
Télécopie: 33 1 40 25 52 62
 Pour toute demande d’assistance, références à rappeler obligatoirement: 920 617 / FRBBBA08048