Frequently Asked Questions

• What is TripleTrack?
• Who can use it?
• How do I access TripleTrack services?
• Will my employer know if I use your services?
• If I use TripleTrack, will the information be placed in my personnel file?
• Is TripleTrack confidential?
• What is the cost for using TripleTrack?
• How do I know if my problem is covered by your services?
• Are most problems handled over the telephone or through face-to-face meetings?
• What if I have questions or problems with your website?
• Can a supervisor mandate an employee to counseling?
• Is there a limit to how many times I can use TripleTrack?
• What types of issues will TripleTrack address?
• Do you use satisfaction surveys?

• What is TripleTrack?
  

  TripleTrack helps companies improve productivity by offering low-cost solutions to workplace, family, and personal problems. Employers benefit from assistance with human resource problems, managing challenging employees, and boosting morale and productivity. TripleTrack can assist business owners and their employees to either "get on track" or "stay on track" in terms of balancing the many demands at work, at home, and in life.

• Who can use it?
  

  TripleTrack services are available to you and any members of your immediate family including dependant children up to age 21. Please call us if you have any questions about who in your family is eligible for services.

• How do I access TripleTrack services?
  

  There are several convenient ways to access our services:

  • By phone: call 716.639.8041 or 1.800.355.2372.
  • By e-mail: If it is not an emergency, you can contact us by e-mail at info@triple-track.com and get a response within 24 hours.
  • By accessing us on the web: www.triple-track.com and logging into our affiliate site for a wealth of self-help resources.
  
  
• Will my employer know if I use your services?
  

  TripleTrack is totally confidential and your employer won’t know that you are using our services. None of your information – including your name - will be shared with anyone without your written permission. (In accordance with applicable state laws, exceptions must be made for certain reports of child abuse or significant threats to your safety or the safety of others.)

• If I use TripleTrack, will the information be placed in my personnel file?
  

  If you contact TripleTrack, your employer will not be notified. If your employer refers you to counseling, we will ask you to sign a written consent for us to communicate with them regarding your attendance at counseling sessions. Specific information regarding issues discussed during your sessions will not be communicated to your employer

• Is TripleTrack confidential?
  

  Yes. TripleTrack is a confidential referral and counseling service. Information about your use of these services cannot be released without your written consent unless the law mandates such release. You may contact TripleTrack if you have further concerns about confidentiality.

• What is the cost for using TripleTrack?
  

  There is no cost to you. The program has been paid by your employer as a benefit to you. Our counselors will explain the range of services that our program provides and answer any questions you may have.

  Some issues may require the help of outside professionals above and beyond any free initial consultations (i.e. attorneys or mental health specialists). These service providers are not covered by this program and might entail fees.

• How do I know if my problem is covered by your services?
  

  Call us at 716.639.8041 or 1.800.355.2372 or email us at info@triple-track.com. Our professional counselors will help you with any problems that you may be experiencing. If it’s a problem that isn’t covered by our services, we can refer you to someone who can help.

• Are most problems handled over the telephone or through face-to-face meetings?
  

  Many of the questions we receive can be answered quickly over the phone or via e-mail. In some cases, however, a face-to-face meeting may be a better fit. This is something to discuss with a counselor when you call TripleTrack.

• What if I have questions or problems with your website?
  

  Please e-mail ksaccomando@triple-track.com so that your question or problem can be addressed immediately.

• Can a supervisor mandate an employee to counseling?
  

  How referrals are made really depends upon your organization’s internal policies and procedures. Supervisors may suggest that an employee utilize counseling or in certain circumstances, may mandate the employee to attend counseling. However, employees have a right to refuse a referral to counseling.

• Is there a limit to how many times I can use TripleTrack?
  

  There is a limit to the number of counseling sessions you may receive from TripleTrack for a specific issue, however, you may return to the program any time you are experiencing a new, unrelated problem.

• What types of issues will TripleTrack address?
  

  TripleTrack can address many different concerns including but not limited to:

  • Aging and health
  • Senior housing option
  • Parenting
  • Childcare options
  • Communication issues
  • Co-worker conflict
  • Emotional stress
  • Alcohol & substance abuse
  • Family, marital, & relationship issues
  
  
• Do you use satisfaction surveys?
  

  TripleTrack requests that each person who uses services fill out a satisfaction survey. This information is used to make improvements in our program.