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Frequently Asked Questions (FAQs)
Below are common questions about using an Employee Assistance Program.
What is an Employee Assistance Program?
An Employee Assistance Program (EAP) provides professional, confidential support services including counselling, programs for help with common life issues and resources to employees and members of their immediate families. It can also give you the information, tools and insights you need to deal with minor issues now so they don't grow into more serious problems in the future.
Is the service confidential?
Yes. Our strict confidentiality policy and safeguards ensure that no one will ever know you're using EAP services unless you choose to tell them. This includes your employer and co-workers. Complete confidentiality is the foundation of our services.
Personal information is only ever provided to authorities when certain conditions—including threat of violence to oneself or others, child abuse or a subpoena—require Shepell·fgi to release it by law.
What kinds of problems or concerns can the EAP help me with?
Employees can bring any problem or issue to an EAP that they feel is affecting their physical or mental health, quality of life or work.
Common issues include:
- Emotional and mental health
- Relationships and family
- Workplace concerns
- Work-life balance and stress
- Addictions
- Physical health and nutrition
- Career questions
- Child and eldercare
- Legal and financial concerns
What is the hotline, and how does it work?
Our toll-free hotline—available 24 hours a day, seven days a week lets you ask questions and make appointments directly with Shepell·fgi, without ever having to inform your employer you are using EAP services.
Your call is always answered by a professional EAP Support Specialist, not an answering service.
Is the service bilingual?
Yes. Service is available in English and French.
Prefer services in another language? Let us know at the time of your call and our language
matching service will ensure you receive help in the language you’re most comfortable with.
What are the different services my EAP offers?
Your EAP provides you with a variety of services including:
- Professional counselling including an online program.
- Expert advice: from subject matter specialists
- Online resources: including articles, self-assessments and recommendations
- Self-directed resource packages and tools
- A combination of the above catered to solving your specific issue
Do I have to come in to Shepell·fgi offices to use EAP services?
No. Shepell·fgi provides services and resources in formats that don't require an in-person visit. We offer access to our programs over the telephone, online and/or through text-based tools. Our intake and assessment process will identify the solution that best fits your lifestyle and learning preferences.
What if I don’t need counselling?
Your EAP covers a broad range of services, resources and support including, but not limited to, counselling. Whether you’re searching for information on a specific issue or want to learn more about the different EAP services available, a Support Centre Specialist can best direct you to what you’re looking for.
Who pays for EAP services?
The cost of EAP services is paid by your employer as a health benefit.
In situations where you are referred to a resource outside the EAP, payment for these services is your responsibility. These fees are often partially or completely covered through the public health system, your company’s medical benefits, and/or federal income tax credits.
Can my employer make me use EAP services?
No. Your participation is always voluntary. Employers can privately remind you EAP services are available if you are noticeably suffering, or if your work performance has been negatively impacted.
Do I need to make initial contact for a family member to access EAP services?
No. Family members must access the service on their own. Why? Because your family member's right to confidentiality is just as important as yours.
Will the EAP provide service to my minor children without my consent?
Laws vary by province. Children under the age of 16 require a signed parental consent form to use EAP services. Unless the law requires otherwise, EAP services provided to children between age 16 and the local age of majority remain confidential. Because the successful resolution of a minor's problem often depends on parental support, EAP counsellors usually encourage the minor to involve the parent(s).
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