How to use the Employee Assistance Program

Published by MAXSolutions on April 25, 2022
how to use the Employee Assistance Program

What happens when I call EAP?


When calling during business hours for a non-urgent appointment, you will be asked a series of questions such as your name and some contact details. We also need some information about your work.

Everything you tell us is kept in strict confidence. The only way someone can find out you have called us is if you tell them yourself.

We will ask you what you want to talk to a counsellor about. That is so we can match you with a counsellor who is best skilled to help you.

You don’t have to tell us, most of our counsellors can help you with most issues. Very rarely, they may find they can’t, so then they can refer you at that point.

Please tell us if you have any particular requests regarding your counsellor; we will try to accommodate you.

What happens at the appointment?


Please come a few minutes early to your appointment. We have a form for you to review which tells you about how we keep your private information private.

Your counsellor will briefly review confidentiality with you and then start the session.

Some people aren’t sure where to start when they talk to a counsellor; don’t worry; your counsellor will know how to ask you about your concerns so you can find what you want to work on in counselling.

If yours is a telephone appointment your counsellor will call you. Please try to be someone where private and quiet when you are on the call.

If you are accessing on line for the first time; it might take a few minutes for your device to download the application.

If you can be somewhere quiet and private with good connectivity; your counselling experience will be much better.

Please feel free to ask your counsellor about anything you are unsure of and book a follow up appointment if you need one.

What information goes to my organisation?


Only very general information is given to your organisation about the people who have accessed the EAP. Identifying information is never passed without your consent.

Most organisations receive an EAP report which identifies any themes in the reasons people are accessing as well as information about the number of people who have accessed.

This is a good way for them to be alerted of any systemic problems they may have.


If you have any questions that aren’t covered here please call us, we will be pleased to help you.

Call 1800 629 277 or email


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