Understanding how assistance programs work

An assistance programme (also referred to as an employee assistance programme or EAP) is a service provided as a benefit to you by your employer (or by a group or organisation to its members). They consist of professionally trained staff that are available to help with a variety of concerns that may be affecting your personal or work life. An assistance programme is a confidential benefit that comes at no additional expense to you, and is typically available 24 hours a day, 7 days a week, 365 days a year. Below is information on how assistance programmes can help and how they work.

Assistance programmes provide resources and support regarding many issues that may include:

Health and safety concerns

• stress
• depression
• anxiety
• substance use
• concern about another person’s substance use
• domestic violence
• grief and loss
• crisis and trauma

Financial and legal topics

• budgeting, financial worries, and reducing debt
• legal matters, including civil disputes

Relationship and family matters

• adoption
• relationship issues
• separation and divorce
• childcare and parenting
• elder care/caring
• education issues

Work issues

• work-related problems and job stress
• conflict at work
• job burnout
• workplace change

You are encouraged to seek help early, before a minor problem becomes more serious. An assistance programme is designed to address short-term issues as well as identify resources and referrals for emergency and long-term issues.

Assistance programme services are confidential. This means that your employer, organisation, or any other third party won’t know that you accessed services unless you’ve given your consent. The only exception to this rule of confidentiality is if, by law, the professional you are consulting may be required to report a situation to the appropriate authorities (such as in the case of learning you or someone else is at risk of self-harm or of harming others).

Contacting an assistance programme is easy:

Simply call the telephone number. If you do not have the number, ask your manager or Human Resources (HR) representative for it, or look for it on your organisation’s internal website.

When you call the assistance programme, be prepared to give your name, address, and the name of your organisation. Your name and any other identifying information will be kept confidential. Your organisation’s name is important because it allows the assistance programme consultant to identify the specific types of services your organisation is providing along with other important benefit-related information. Return calls can be arranged at your discretion.

The assistance programme consultant will discuss your needs and concerns with you, listen, and assess the situation. Depending on your situation, the consultant may:

• help you make a plan to resolve your issues or concerns
• refer you to a support group
• guide you to helpful resources in your community or online
• refer you to a specialist or local counsellor for ongoing counselling

The assistance programme service is provided by your organisation as a benefit to you. However, if you accept a referral to services outside the assistance programme, you may be responsible for any associated costs. The assistance programme consultant will work with you to find the most appropriate and cost-effective help to address your needs.

If you or someone close to you is going through a difficult time, remember that help is only a phone call away. When in doubt, contact your organisation’s assistance programme for help or support.