Your First Call
When should I call Shepell·fgi?
Employees and their family members can call their EAP service, 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 EAP Support Specialists are trained to connect you with the help you need to deal with the issue at hand.
What can I expect when I call?
When you first call, you’ll speak with a qualified EAP Support Specialist who will assess your situation, risk, needs and preferences and guide you to the assistance best suited to resolving your issue. The specialist will ask you a series of questions, including the name of your organization to ensure you’re covered by a Shepell·fgi EAP.
Though the specialist 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 EAP user’s needs and provide the best, most relevant service possible.
For crisis situations: The EAP Support Specialist ensures you receive immediate help, while urgent counselling matters are given an appointment within 24-48 hours.
For any other questions and concerns: The EAP Support Specialist is there to direct you to the right assistance in the format 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.
Full Coverage: Payment for EAP services is fully covered through your employer. With some exceptions, family members are also typically eligible for EAP services. Check your benefits package or call us directly to determine your eligibility.