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Family Services Employee Assistance Programs
Different people, different needs. Unique solutions.
FREQUENTLY ASKED QUESTIONS:
How can service be confidential, if my employer pays for it?
Your employer pays for the service based on estimated program usage. The company never receives any identifying information about the people using the service. They only receive aggregate statistical information about the types of problems that people are encountering (in broad categories), how many people are using the service and how many total hours of service.
If the service is confidential, how come you need my name, date of birth etc?
This information is for our counsellors only. As EAP professionals, we are required to keep files, but the information in these files is only released with your written permission or if mandated by law. Age and address are useful pieces of information for ensuring a good client to counsellor ‘fit’ and convenient location.
If a client is adamant that they don’t want to give identifying information, we are able to provide service with only the name of the company through which they are accessing the EAP.
How much service can I get?
EAP service is provided within a short- to medium-term framework. On average, this means that most people are seen between 4 to 6 sessions (hours).
If the issue you are coming in with is long-term, the counsellor will discuss this with you and assist in referring you to an appropriate service outside of EAP. These other services may have a fee attached.
Who in my family is eligible for this service?
Your spouse, partner and dependents are eligible for EAP service. Dependants are defined as any children under the age of 21 unless they are in full-time attendance at a college or university, in which case they are eligible until age 25.
How often can I use the program and can I use more than 1 service at a time?
You can re-access the program. Oftentimes in life you get help for one issue and then another problem can emerge a short time later. Don’t worry…give us a call and we will reconnect you with your counsellor, or a new one if you prefer. Sometimes you may need counselling as well as benefit from talking with lawyer or financial counsellor. You may access as many of our services as are appropriate for the problem you are experiencing.
What qualifications do the counsellors have?
All of our counsellors have master’s degrees in a counselling discipline with at least 5 years experience.
I want to see a counsellor my doctor or friend recommended. Can I get this covered through my EAP?
As an EAP service, we have our own staff that we have selected and trained to meet our own rigorous standards. We also have affiliates to serve people in outlying areas and to serve clients who have concerns about confidentiality due to close working or personal relationships with our agency staff.
I want to see a psychologist. Can I get this covered through my EAP?
Very few of our contracts cover the services of a psychologist. For those contracts that do cover psychological services there are 3 criteria:
- EAP must determine that the services of a psychologist are warranted
- The psychologist is selected by EAP
- The assessment only is covered by EAP.
In our experience, oftentimes the service of a professional EAP counsellor, meets the client’s needs.
I’m having trouble with my supervisor at work. Will you contact them and advocate on my behalf?
We are required to remain neutral with regards to employee-employer relations. We do not pass on information to managers/supervisors, nor do we advocate for employees, even if they request us to do so. We do offer support and problem-solving to the employee either on the phone or in face-to-face counselling.
If I have a concern or request, who can I speak with?
Melanie Steers, EAP Coordinator or Deane Cornell, Assistant EAP Coordinator can be contacted at 613-549-5561 or 1-888-409-4499 or fseap@k3c.org. Concerns and complaints are addressed immediately.
Contact us at:
613-549-5561 or 1-888-409-4499 or fseap@k3c.org
Accredited by:
The Council on Accreditation (COA)