For staff

Staff Wellbeing - Employee Assistance Programme

Find out more about PAM Assist

About PAM Assist & the Employee Assistance Programme:

  • PAM Assist is an external and independent service, based in Glasgow, offered to all staff at the University of Glasgow as part of the Employee Assistance Programme (EAP).
  • The EAP service is provided free of charge to all employees.
  • The EAP is provided by PAM Assist, who can provide personal counselling by phone, email, video or face to face.
  • The EAP provided by PAM Assist can provides invaluable information and signposting on life issues via their website, including referrals to expert advice on legal and debt matters and support when you need it most, any time of the day. 
  • The service also has the option for email and video counselling, as well as online Cognitive Behaviour Therapy.
  • The EAP provides access to an extensive range of online resources where you can seek information and advice on a wide range of topics concerning work-life balance, personal issues, health and well-being.

To access Service contact: 0800 882 4102.

What happens when you call PAM Assist: 

  • Calls are answered by qualified counsellors. At busy moments, calls are answered by nurses who will ensure you get called back when you need.
  • The counsellor will, collaboratively with you, assess you to determine what you need at this time – whether it be practical advice or counselling
  • The assessment will gather information about the difficulties you are experiencing. This will help to determine what level of treatment/intervention will be most appropriate.
  • The call can last from 5 mins to an hour, so please make sure you are somewhere quiet and can talk freely if you call regarding personal issues.

What Telephone Counselling Involves: 

  • All telephone counsellors are based in the UK
  • All counsellors are either accredited or working towards accreditation.
  • Following assessment, you will be called back in around 3 working days and offered an appointment.
  • Formal telephone counselling works in the same way as face-to-face in that you will call in (like attending) every week for the sessions, which last about 50 mins.

What Face to Face Counselling Involves: 

  • If face-to-face counselling is agreed at assessment, PAM Assist will aim to contact you within 3-5 working days to arrange this. Face-to-face counsellors employed by PAM are based at a clinic at Speirs Wharf in Glasgow. If you cannot attend there, you will be assigned someone from our trusted associate network who will contact you to arrange an appointment at a mutually convenient location, normally within 10 miles of your workplace.
  • On average, your first face-to-face session will take place within 5 days of your allocated counsellor contacting you. There are a maximum of 6 face-to-face counselling sessions available, the number varies according to the issue(s) and type of programme. This will be agreed with you and tailored to meet your needs – for instance, CBT may be suggested, and the structured nature of this approach generally requires a smaller number of sessions in total. For this reason, a maximum of 4 CBT sessions are offered. Each session will last 45-50 minutes.

Professional backgrounds of PAM assist counsellors: 

  • All PAM Assist counsellors have at least a Master’s/Postgraduate Diploma level qualification in their specialty and are BACP registered/accredited practitioners.

Feeling Unsure: 

It is natural to feel a little apprehensive about speaking to a counsellor for the first time, either on the telephone or in a face-to-face setting. For instance, sometimes people worry that the problems they are experiencing are trivial, embarrassing or difficult to share. Please be assured that your counsellor is used to hearing about a range of personal circumstances and difficulties. Their job is to create a confidential and supportive space where you feel listened to and understood, regardless of the problem.

Remember, too you not obliged to give your name or engage in a structured manner with PAM Assist, but it might be better for you if you do attend sessions. You are in control no matter what happens.

Through PAM Assist you can:

  • Access extensive online resource where you can seek information and advice on a wide range of topics concerning work life, personal issues, health & wellbeing.
  • Access a legal advice line where you will get free advice from a lawyer on any issue, including debt organisation.
  • Be guided to other support services on other issues.

Concerns or complaints:

If you have any concerns you would wish to raise in relation to accessing these services, or the quality of the services themselves, please contact:
Selina Woolcott
Safety & Wellbeing, University of Glasgow, 63 Oakfield Avenue, Glasgow, G12 8LP
0141 330 3232


Helping a Distressed Student

Please read the below University of Glasgow Staff Guide on Helping Distressed Students: 

Helping Distressed Students: A Guide for University Staff

What University Staff Can Do:

  • Listen
  • Give student time to talk
  • Be sympathetic and not dismissive
  • Understand the situation from the student's point of view
  • Make approrpiate referrals

What University Staff Cannot Do:

  • Solve the student's problem
  • Take responsibility for the student's emotional state or actions

Contact our service:

  • +44 (0)141 330 4528
  • Our service can provide letters/reports for academic departments on students’ mitigating circumstances where the student has had involvement with the service prior to the need for such a letter or report.