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User Frequently Asked Questions

What does it cost to call the EAP line?

Nothing. Each call or e-mail contact is free. Your employer provides it as an employee benefit for you and members of your household. A professional counselor answers each call, 24 hours a day, 7 days a week.


What can I expect when I call?

When you call our EAP, a professional counselor will answer your call and immediately provide assistance. This is what you can expect:

  • The EAP counselor will begin by helping you sort out your problem or concern.
  • Then, the counselor will help you identify your options and guide, support and coach you in exploring ways to resolve the situation.
  • Finally, the counselor will help you develop a specific, concrete plan to solve your problem.


I’d rather see a counselor near my home. Can my EAP help me with this?

Some employers offer face-to-face counseling sessions as an EAP benefit. If your EAP benefits include face-to-face counseling, we can refer you to a counselor near your home or workplace. Your company pre-pays for this service, so you pay nothing out-of-pocket. 

If your EAP benefits do not include free face-to-face sessions, we’ll find a counselor that takes your insurance or charges a fee that is based on what you can afford – called a sliding fee scale.


My EAP benefits include face-to-face counseling sessions. How do I set that up?

To set up face-to-face counseling sessions, simply call your EAP, anytime day or night, at 1-800-531-0200 and request to see a therapist in an office.


Counseling sessions on the phone are free, but do I pay to see a therapist in an office?

Some employers offer EAP benefits that cover the cost of visits to a therapist and some do not. Your EAP counselor will be able to tell you if your EAP benefit includes free face-to-face visits.


My EAP benefits do not include free face-to-face visits, but I’d like to see someone. Can you help me with this?

If your EAP benefits do not include face-to-face visits, your EAP counselor can refer you to someone in your insurance network. You will be responsible for any co-pays.

If you don’t have insurance, we will do our best to find someone within 10 miles of your home who will charge according to what you can afford. We call this a “sliding fee scale.”


Who can use the EAP?

You and your dependents. This includes any children that may be away at school.


How do I obtain EAP services?

It’s easy. You can:

  • Call us 24/7 at 1-800-531-0200
  • E-mail us at
  • Text us from mobile app and website
  • Website
  • Self-Help Wellness Library, where you will find hundreds of articles about all kinds of topics from adoption to wills


When can I call?

A live EAP counselor is available to you and your dependents 24 hours a day, 7 days a week, 365 days a year. You can also email at any time for assistance.


I’d rather use e-mail. Can I contact you through e-mail?

Yes. We call this e-counseling. E-mail us at A counselor will get back to you the next business day. You can also explore our interactive Self-Help Wellness Library.


What is e-counseling?

E-counseling is counseling through e-mail. Just like phone counseling, e-counseling helps you deal with life issues and encourages your personal growth. E-counseling is based on a dialog between you and your counselor that may include assigned readings or “homework” (such as journaling) that will expand your horizons and give you a new perspective.
Email us at


Why would I choose e-counseling?

Maybe you’ve never reached out for counseling before, and you’re used to “chatting” online through e-mail or Facebook, so it feels less intimidating to you than picking up the phone.

Perhaps you are unable to leave your home or your situation does not allow for telephone or face-to-face sessions. Many people choose e-counseling because it gives them time to think through what they want to say. By using
e-counseling, you also have the additional benefit of being able to read and re-read your therapist’s responses.

Some people find that e-counseling has the following advantages:

  • You may feel freer to be yourself
  • You may feel more comfortable connecting through your computer
  • You may feel more comfortable writing about problems than talking about them
  • Writing may help you to think through your problems and to feel your emotions
  • You can read and re-read your emails
  • Writing enhances your relationship with yourself
  • You can fit emails into your schedule – anytime, day or night
  • You can take as long as you want to write


Will my employer find out I’ve contacted the EAP?

No. There is no way for your employer to know that you’ve contacted the EAP. Your EAP is completely confidential. None of your information will be shared with anyone except for these two exceptions, in which we must notify authorities in accordance with state laws:

  • If we believe that your life is in danger or you are putting someone else’s life in danger
  • We become aware of child or elder abuse


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

Call us at 1 (800) 531-0200. We can help with any problem or provide support in what to do next.


Do you provide services to employees who don’t speak English?

We have Spanish (Español) and French (Français) speaking counselors available at all times. We also have a translation service available for all other languages.

Help is a phone call away.
Call us at 1 (800) 531-0200