Employee and Family Assistances Program FAQ

When Should I Call Shepell·fgi?

What Can I Expect When I Call?

Confidentiality

How can Shepell·fgi’s services help me?

Is the service confidential?

What kinds of issues can the program help me with?

How do I contact Shepell·fgi?

What are the ways I can receive counselling from Shepell·fgi?

Is the service bilingual?

Who pays for Shepell·fgi services?

Will I ever be referred to an external service?

Who pays if I am referred to an external service?

Can my employer make me use Shepell·fgi services?

Do I have to make the initial contact for a family member to access the program?

Will Shepell·fgi provide service to my minor children without my consent?

When is an online intake suitable for me?

What can I expect when I register online?

When Should I Call Shepell·fgi?

Employees and their family members can call the program, 24 hours a day, seven days a week, for completely confidential support, information and assistance. From a personal crisis, to parenting questions, career matters to alcohol and drug concerns: our Client Care Representatives (CCRs) are trained to connect you with the help you need to deal with the issue at hand.

What Can I Expect When I Call?

Assessment. When you first call, you’ll speak with a qualified CCR who will assess your situation, risk, needs and preferences and guide you to the assistance best suited to resolving your issue. Our representative will ask you a series of questions, including the name of your organization to ensure you’re eligible for the program.

Confidentiality. Though the representative collects information including your name, employer, address, reason for calling, etc., this information remains completely confidential and is never released to your employer. Information gathered provides general statistical data—without ever singling out individuals or identifiable groups—to help Shepell·fgi understand program user’s needs and provide the best, most relevant service possible.

Support

For crisis situations. The CCR ensures you receive immediate help, while urgent counselling matters are given an appointment within 24-48 hours.
For any other questions and concerns. The CCR is there to direct you to the right assistance in the way you’re most comfortable with, whether it's connecting you to a specialized program, linking you to a counselling appointment, or sending you a self-directed resource package.

Remember, no problem is too big or too small for the EAP and contacting Shepell·fgi is the first step towards addressing an issue.

Confidentiality

Preserving your confidentiality is at the heart of a Shepell·fgi EAP. Our strict privacy policy goes the extra mile to ensure when you reach out for help, you can feel confident no one will ever know you've contacted your EAP, including your employer and co-workers.

Steps in place to protect your privacy mean we never:

Schedule two employees from the same organization back-to-back
Give your employer data which could identify you in statistical reports
Leave identifying messages at home or work

Shepell·fgi’s Legal Obligations

Individual information is only provided to authorities when circumstances require it by law—such as threat of violence to oneself or others, child abuse or subpoena.

How can Shepell·fgi’s services help me?

Shepell·fgi provides professional, confidential support services including counselling, programs for help with common life issues and resources to employees and members of their immediate families. We can also give you the information, tools and insights you need to deal with minor issues in the present 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’ve used Shepell·fgi’s 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 issues can the program help me with?

You can access the program for confidential support to address a variety of personal or work-related problems, including concerns related to:

Emotional and mental health
Relationships and family
Work-life balance and stress
Addictions
Physical health and nutrition
Your career
Child and elder care
Legal and financial matters

No problem is too big or too small to bring to Shepell·fgi.

How do I contact Shepell·fgi?

Call the Shepell·fgi Care Access Centre 24 hours a day, seven days a week to connect to caring and professional support. Your call is always answered by a professional Client Care Representative (CCR), not an answering service.

During your call with a CCR you can find out more about the services your program offers, make appointments for further consultation and if you’re dealing with an urgent problem, access counselling.

What are the ways I can receive counselling from Shepell·fgi?

Our goal is to ensure that you are provided with the service that will best meet your needs—leading to efficient and effective problem resolution. Our unique model of service helps us to establish your needs and connect you to programs and services that will help you discover that resolution.

Once the Client Care Representative understands your needs it may be suggested that you connect with a counsellor in-person, over the telephone or online (via E-Counselling, First Chat or an interactive support program).

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.

Who pays for Shepell·fgi services?

The cost of Shepell·fgi services is paid by your employer as a health benefit.

Will I ever be referred to an external service?

Under special circumstances or when the situation requires long-term counselling, our counsellors will make a referral to community resources, working together with you to ensure your understanding and acceptance of the referral. To facilitate these referrals, we maintain an extensive roster of community resources that have been pre-screened and approved. Keep in mind that even when you are referred to a community-based resource, we'll support you every step of the way.

Who pays if I am referred to an external service?

Fees for referred services are your responsibility, however many may be covered by your provincial or organizational health plan.

Can my employer make me use Shepell·fgi services?

No. Your participation is always voluntary. Employers can privately remind you Shepell·fgi services are available if they notice that the problem or challenge you are experiencing is impacting your work or home life.

Do I have to make the initial contact for a family member to access the program?

No. Family members must access the program on their own. Why? Because your family member’s right to confidentiality is just as important as yours.

Will Shepell·fgi 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 Shepell·fgi services. Unless the law requires otherwise, 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, Shepell·fgi counsellors usually encourage the minor to involve the parent(s).

When is an online intake suitable for me?

Eligible employees and their dependants can access the program online for confidential services, information and assistance. Our site provides an overview of services that may be available to you. Online access is available to support you through a variety of life experiences, including counselling solutions, parenting questions, healthy living, legal and financial concerns. Our online service is tailored to connect you with the assistance you require. Not all situations are suited to our online access such as those that involve harm to yourself or others.

What can I expect when I register online?
Assessment. Each time you access our services you will be required to complete a series of questions, to assess your needs and preferences to provide you with the ideal service suited to address your situation. As part of our assessment you will answer a risk question upon every access.
For crisis situations. If you feel you need to speak to a counsellor immediately please call our toll-free number under "Get in Touch" on the right; we will connect you to the support you require.

Confidentiality. The information we collect, including your name, employer, postal code, reason for access, etc., remains completely confidential within the limits of the law. Information gathered provides general statistical data—without ever singling out individuals or identifiable groups—to help us understand program user’s needs and provide the best, most relevant service possible.