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The Regional Municipality of Waterloo (hereinafter referred to as the “Region”) wishes to enter into an Employee and Family Assistance Program (hereinafter referred to as the “Program”) to provide employees and their immediate family members (dependents) with short-term, confidential, professional help aimed at supporting individuals, couples, families, and teams facing a range of difficulties.  The program will also provide management consultation services, critical incident response, crisis management, coaching, mediation, online health information resources, health and wellness seminars, program management, and insightful reporting. It is the expectation of the Region that counselling services be available within 24 hours after a service request is made and that the provider have coverage 24 hours per day, 7 days per week to deal with crises and critical issues. The Program must provide culturally competent, equitable and accessible services and supports.  Services and supports in the Program should address the unique challenges faced by Indigenous employees and their families and contribute to healing and understanding within the context of truth and reconciliation.