FAQ's

What personal information is required for me to access service?
When you call our 1.800.667.0993 access line, a counsellor will ask you for some personal information so that she/he can provide you with the best possible service. The information we collect at that first call is necessary to:

identify who is/will be accessing the service
confirm eligibility
be able to contact you
collect basic demographical information
understand your presenting issue/concern
determine if there any immediate risk or safety concerns

The information we collect is used to ensure we can contact you, maintain accountability as a service provider, ensure that safety, legal and ethical standards are met, and assess the quality and effectiveness of clinical services provided. A typical access call takes about 10-15 minutes.

What if after my first session, I feel that the counsellor or the resource I was referred is not the right fit for me?
Just call our 1.800.667.0993 access line and speak with one of our counsellors. They will be happy to assist you with a referral to another provider

If my employer is paying for this service, won't you need to give them information about the services I used when you bill them?
No. Only collective statistical data on employee groups of more than 50 is released to an employer. These statistical reports tell your employer the types of services used during the billing period, and the amount of service provided. fseap does not include the names of employees who have used the EFAP or any information about individual cases.

Can FSEAP assure me that my coworkers will not find out that I'm seeing a counsellor?
Yes. FSEAP's confidentiality practices include measures to ensure that the people you work with and for never find out that you used the EFAP. These include:

A choice of office locations for counselling appointments - If you don't feel comfortable seeing a counsellor near your work, an alternate location can always be arranged.
Extended hours of service - FSEAP is able to schedule appointments before and after work.
No back-to-back appointments - Every effort is made to avoid booking appointments for employees of the same company at the same time, at the same office.
Counselling services are also offered by telephone or on-line via secure website.

Will my partner/spouse or employer be able to find out that I've called the EFAP or that I'm seeing a counsellor?
No. No information, including that you have accessed the service is released to anyone, including your spouse, without your permission*.

*Except in cases where the counsellor is legally required to provide information to officials. This includes responding to a court order, and reporting suspected or disclosed child abuse. Counsellors also have a legal duty to warn when there is a danger that a client may harm himself or herself or others.

How can I find out if my Employer has an EFAP?
If your employer doesn't have an EFAP, or your EFAP is not with FSEAP, none of the information included on this site will apply to you. If you don't know, follow the steps below to determine whether or not you are entitled to access the services described on this site.

Contact your human resource or benefits department and ask for information on the employee benefits package or employee assistance program.

Look in your employee manual for a section describing your employee benefits package. If your benefits package includes an employee assistance program, it should include the name of your EFAP service provider and a description of the services available to you and your family members.

How do I provide feedback if I have any service concerns?
We welcome feedback anytime. All clients are given the opportunity to complete a client satisfaction survey by mail or phone at the end of their service. However, a client can call us anytime at 1.800.667.0993 and ask to speak with a Manager of Clinical Services to share feedback on their experience.