Frequently Asked Questions

These are our most commonly asked questions. If your question isn’t on this list, please contact us!


What is an Employee Assistance Program?
The Employee Assistance Program (EAP) is a benefit offered by your employer to provide assistance for a variety of issues. This benefit is free, voluntary, and confidential. 

Employee and family eligibility varies per employer contract. We will be happy to clarify what your employer has specifically contracted with us when you contact us.

One aspect of this benefit provides face-to-face sessions with a professional therapist. The number of sessions is dependent on the contract with your employer. We will let you know when you contact us, or you can anonymously contact your Human Resources Department or Benefits Administrator. For more information on counseling referrals through the EAP, please click here.

The EAP is more than just counseling!  No matter what you are going through, we can help to direct you to the right resources.  Our Work/Life Section also has a variety of links and articles that you may find helpful. Contact us if you need your employer-specific username and password.

We can also provide referrals to community resources as well as offer Financial, Legal, and Elder Care resource referrals.

Our resources for financial referrals can help you with debt consolidation and management, budgeting, housing counseling, and other money management questions.  Telephonic and online access to BALANCE Financial Fitness Services for financial consultation and information is free – contact us for a referral.

If you need a lawyer, we can refer you to an agency in your area that will connect you with someone who can provide a half-hour consultation at a reduced rate.

Our Elder Care component allows you access Senior Management Services for a free 30-45 minute telephonic consultation if you need help with an Elder Care-related question or concern. Contact us for a referral!

You may call us 24 hours a day, 7 days a week. Anytime is the right time to call. You can also contact us online, and we will respond by the end of the next business day.


What types of help can I receive from the EAP?
Just about anything! There are no restrictions on the reasons for using the EAP. Whether it be stress, family issues, marital/couples counseling, issues with children, loss of a loved one, depression, anxiety, job stress, financial issues, elder care concerns, drug and/or alcohol concerns, gambling or other addictions, housing issues, and anything else… we can assist you. We have Elder Care services if you find yourself at a loss and do not know what to do about your aging parents and troubles that come along the way.  Are you a first-time home buyer?  Need some help with budgeting or perhaps you aren’t sure what to do about student loans?  Free financial counseling and resources are available to you.  Simply call and ask an account manager for more details. We also have providers that can help with job coaching and resume review in case you find yourself or a family member in need of some occupational advice. Our account managers are also knowledgeable of many community programs that are in your area that may be relevant to your needs.  Sometimes we may be able to find you discounted or free services.  If you don’t see what you’re looking for in our Work/Life section - or if you simply feel lost, or are unsure where to turn, please contact us so we can do some research for you.  We are here to listen.  We are here to help.


How does this work?
First, you contact us – you can call our toll-free number, 1-800-543-5080, anytime. Our phone lines are open 24/7.

You will be connected to a staff person who will take some information on you and your situation. They are mostly pertaining to demographic information – name(s), address, birthdate(s), phone numbers, place of employment, etc. You will also be asked for the reason(s) you are contacting us – we ask this in order to connect you with the right resources, but we understand you may not be able to go into detail if you are calling and there are others around. Simply let us know that you “can’t say,” and we will ask some clarifying yes/no questions so that we can refer you to the best resource for you.

Once all the information is collected, our staff will refer you to appropriate resource(s) that either specializes in your particular problem or can handle your problem. The staff member will then give you the number of the resource. You will then need to call that resource directly for more information.

You can also contact us online if you prefer. We will respond by the end of the next business day.  However, if you are in crisis, please call us for immediate assistance, dial 911, go to your nearest emergency room, or contact your local crisis intervention agency!


Can my family members call for resources?
Absolutely!  Eligible family members are welcome to use the program even if the employee does not, and they may call us directly without having to use the employee as a go-between. Parents may call for their minor children, but anyone over 18 must call for themselves since they are over the age of consent.


What does this service cost?
The EAP is completely free to eligible employees and family members! Your employer has already pre-paid for the benefit. However, some outside resources may charge a fee.


Does this get back to my employer?
Just because your employer has paid for the EAP does not mean they have the right to know you are using it – Federal and State confidentiality laws (such as HIPAA) prohibit us from releasing information to anyone without your written consent. There are only four exceptions to these laws (if you are a threat to other people, an immediate threat to yourself, if there is a report of child abuse, or if we receive a court order to release records), and these exceptions occur very rarely. In fact, we cannot speak with a spouse, parent, or family member if you have not given us permission to do so; we also ask if we have your permission to leave messages. No one will know about your call to us unless you choose to release that information, either by speaking directly to them or by giving us your written permission.

We need to know who your employer is so that we can verify what your benefits and eligibility are, according to the contract that your employer has with us.

Confidentiality is as important to us as it is to you. Although employers receive statistical reports on EAP usage, the information contained in this report consists of raw numbers and there is absolutely no way they could trace that information back to you or your family members. Click here if you would like to view our Notice of Privacy Practices.


Can I use the EAP for more than one resource?
Absolutely!  For resource referrals, there is no limit and no timeframe requirement – you can call us for a legal referral one day and a financial referral the next.


My boss recommended that I use the EAP. Do I have to go?
The EAP is a voluntary program. This means that you are free to call us – or not. If your employer has recommended that you call the EAP, it is likely because they feel that we can offer resources that may help you. However, unless you sign a written release form, we will not be able to tell them if you called or not.


I just lost my job/quit/retired. Can I still use the EAP?
Yes, as long as you call us within 90 days after your last day of work – even if you call us on day 89, we can still provide information on EAP resources that you can access at your convenience.  (Please note that the EAP extension is separate from other benefit continuation such as COBRA.)


Do you lend money?
The EAP does not lend money or provide direct financial assistance. We can, however, refer you to local agencies and resources that may be able to assist you in your specific circumstances. Contact us for more details.



If you have any other questions please feel free to give us a call at 1-800-543-5080 or email us at