Frequently Asked Questions

EAP offers professional guidance to you and your family members when personal or work-related problems become difficult to manage alone. EAP offers free assessment, short-term counseling and referral information to employees and their family members. The goal is to address these issues before job performance is affected. Finding solutions to problems or developing better coping techniques will help you to better manage life’s difficulties.

EAP services are free of charge. An EAP counselor will assess if your issue can be resolved in the number of sessions you have available. If your issue cannot be resolved during your available visits, your EAP counselor will refer you to a provider who's best suited to address your needs. Once referred, you'll be responsible for payment.

Written records of all services are kept private and are unavailable to employers or others without the written consent of the identified client (or legal guardian). EAP guarantees strict standards of privacy and confidentiality according to State and Federal guidelines unless disclosure of information is required by law or court order.

In general, all employees of our customer companies and members of their household are eligible to use EAP services. Often, when one family member is experiencing some difficulties, it affects other family members as well. You may verify your eligibility by contacting our office directly at (585) 276-9110.

EAP’s providers have a master’s degree/license in either Mental Health Counseling, Marriage and Family Therapy, or Social Work. Some staff are also Certified Employee Assistance Professionals.

Although you may call for any type of concern or problem, there are some issues that are handled more frequently through the EAP. The most common problems include:

• Problems with a supervisor or co-worker
• Depression or anxiety
• Grief and bereavement
• Family, marriage and other relationship issues
• Domestic violence
• Addictions (drug, alcohol, sexual, gambling, shopping, internet etc.)

• Eating disorders
• Child and adolescent issues
• Child-parent problems
• Stress related illness
• Coping with chronic illness
• Financial problems

When you arrive, you will be asked to sign a Statement of Understanding, to fill out a pre-screen survey and a client intake form.

These forms allow the counselor to gather important information and allows you the time to focus on the issues of most importance to you when you meet with your counselor.

EAP provides counseling for a variety of issues that can be handled within a brief time frame. While some issues brought to EAP can be addressed within a few sessions, other issues are more complicated or longstanding, and cannot be handled within the scope of EAP. If you have an issue that may take longer to address, it is important to start with a counselor who can continue working with you until the issue is resolved - rather than begin with one counselor and then begin again with a long-term therapy provider when your sessions end. If your issue cannot be handled within the EAP, your counselor will make recommendations for resources that can assist you.

There may be times when you need to speak with a counselor immediately. If it is after normal business hours (8:00 a.m. - 5:00 p.m. Eastern Time) and you have an urgent need, we can be reached by calling (585) 276-9110. Our answering service will contact the EAP clinician on call who will return your call and provide immediate assistance. Alternatively, you can call 2-1-1/Lifeline at (585) 275-5151 in crisis situations.

No record of your contact with EAP will be provided to your employer without your written consent.

If your job performance is significantly affected, your supervisor may recommend EAP to you as a resource for you to use to resolve any personal or work related problems that may have negatively impacted your performance. The goal is to improve your personal well-being and work performance.