What is the Employee Assistance Program (EAP)?
EAP’s are employer-sponsored programs designed to alleviate and assist in eliminating a variety of workplace problems. EAP’s typically provide screening, assessments, brief interventions, referrals to other services and case management. The source of these employee problems can be either personal or work-related.
Are EAP services kept confidential from the client's employer?
Confidentiality is an important part in providing employee assistance services. Unless the client provides written authorization, the client's confidentiality will be protected to the fullest extent allowed by law.
What types of problems can the program handle?
No one is immune to personal problems. Life’s troubles can affect anyone at any time, in any job. Your EAP is committed to working with employees and their families in resolving a wide range of personal problems. Areas covered include:
- Parenting concerns
- Marital conflict
- Anger management
- Credit or budget problems
- Domestic violence
- Mood swings
- Alcohol or drug abuse
- Grief and loss
- Family concerns
- Communication problems
What can the EAP do for me?
We can all benefit from good advice or support at some time in our lives. It may be that you would like to rearrange your finances or you are concerned about a relationship. Perhaps you would like extra help with your family or feel there are areas in your life that you would like to improve.
Why would my employer be concerned about my personal problems?
Companies realize that, on occasion, employees may face personal problems in their lives. Often, they are able to work those problems out themselves. Yet, there are times when personal problems become so complex and overwhelming that, without help, they affect personal satisfaction, health, family harmony, and job performance. These problems can be resolved through professional help.
Will my employer know who uses the program?
No - not unless you tell them or authorize the counselor to talk to them. The program is voluntary and completely confidential. Job security and promotional opportunities will not be jeopardized or enhanced solely because of participation in the program. Periodic reports will be given to organization on the number of employees using the program. However, no names or other identifying information will be included in this report.
What does the service cost?
Services provided to you and your family members by the EAP are absolutely free. Employees and their immediate family members receive sessions of problem assessment, consultation, and counseling at no cost to them. If any additional help is recommended, your health insurance and other benefits may apply. In any case, the counselor will strive to arrange help in the most cost-effective and professional manner to meet your needs.
Are the EAP counselors qualified?
All counselors are experienced professionals qualified at the appropriate level or higher in their country of practice and in the fields of counseling, clinical psychology, marriage and family therapy, and clinical social work. Many counselors have areas of specialization, such as treating children or adolescents, couples therapy, addictive disorders, and anxiety or depression.
How will the counselor work with me?
The counselors will listen to what you have to say, help you to clearly define the problem, discuss alternative solutions, and assist you to decide on the best approach to resolving your problem. If your problem cannot be adequately resolved within the number of sessions offered by your employer, the counselor will offer an appropriate referral.
Isn’t an EAP only for those with serious concerns?
The EAP is valuable to everyone. No issue or query is too small or large. The EAP is there to provide support through life’s more difficult times, such as bereavement or relationship issues. Personal advisors are also there to assist with everyday aspects of our lives. The service offers information, advice and counseling.
What if I need more counseling or services than the benefit can offer?
If you need a referral to another professional or community resource, the counselor will explain how that referral works. If that referral involves any cost to you, that will be explained. If the referral involves use of your healthcare benefits that will also be explained to you before you leave the office.
Where are the offices located?
You and your family will have access to private affiliate counseling offices where company has operations and facilities. You may choose a location near to home or work.
How do I use the EAP?
You or a family member may call the CGP counselors and request information or an appointment. The counselor will then answer your questions and schedule an appointment for you as soon as possible. Daytime and evening appointments are available to accommodate your work schedule. You may receive phone counseling by request.
Can a member of my family use the EAP?
All immediate family members and dependents are eligible for EAP services. Dependents qualify for services when they are covered under the employee insurance benefits and/or if they are under 21 years of age. (Dependents are considered those immediate family members covered by your insurance and/or full time students under the age of 25.)
How do I access the EAP?
By calling the phone numbers listed on the brochures, posters, or wallet cards distributed by your employer.
When can I access this service?
CGP counselors are available to assist 24 hours a day, seven days a week. At no time will a client hear a recording or be given phone options.
Do you provide services to employees who don't speak English?
We have telephonic translation services available to assist anyone who doesn't speak English. When we begin work with a new client organization, we identify and plan for any specific language issues within the workforce.
Do I have to use this service?
The program is voluntary and completely confidential. Your employer may occasionally refer an employee to the service if they feel they could benefit from professional advice and support.
If I’m not sure whether the EAP can help me, what should I do?
Call the EAP – it’s the best way to find out. If the advisors can’t help, they will always do their best to point you in the direction of other resources available to you.
What role do supervisors and managers play in the service?
Your manager should be able to answer questions of a general nature about the EAP and will advise you to take advantage of the service if they think you would benefit. Managers are encouraged to see the service as an important asset helping employees deal with issues and answering questions that lie beyond the scope of the manager's role.
If managers are concerned about an employee despite the support the EAP is providing, can they help by also calling CGP to discuss the employee's problems?
No. CGP will not discuss individual cases with managers, and will not even confirm whether the individual has called. Information cannot be released without the written consent of the employee.
If I am not happy with the service provided by CGP's counselors, what should I do?
CGP hopes you never have to make a complaint about the service, but if you do this will be very straightforward. If you are not happy with the service you receive, call the EAP number. The case manager who receives a call from a client with a complaint completes a specific complaint form in order to document the complaint, note date and time of occurrence, and identify its type. When complaints are upheld, provider records become inactive and are removed as referral options.
Who should I contact with any questions?
Please contact us by sending an e-mail message to firstname.lastname@example.org or by calling 1.800.433.7916 (toll free in the U.S.A.) or 1.309.820.3604.