Virtual EAP FAQ

While our EAP has offered virtual sessions (either by video or phone) for many years, when the pandemic hit, our virtual sessions increased overwhelmingly. We found that it was extremely well received by our clients and we’ve seen an increase in utilization of our services. We’ve also seen a decrease in “no-show” appointments and cancellations. Our clients have expressed their satisfaction with our services through our customer satisfaction surveys. And we want to continue to meet them where they are at. 

Because there is a need for technology to have a virtual appointment, there may be connectivity issues for the client or the counselor. However, the counselor can always meet with the client by phone to help troubleshoot the issue or provide the session via phone. In addition, clients may be challenged to find a confidential place within their environment to meet. In any situation, we put client-centered service first to solve barriers to our services. Lack of technology for the client will never cause us to not provide service.

We haven't run across a situation where virtual care won’t work, but of course, it may happen. If it does, we will work with the client to figure out the best solution.

While we continue to assess strategy and demand for our physical office presence across our service area, we do recognize the need for access to in-person appointments, when necessary. EAP offices are available at multiple locations across the state. We talk with the caller to assess needs and preferences at the point of intake to ensure the client is getting the right service, at the right place, at the right time. We also recognize that it may be helpful to have a counselor come into the workplace to deliver service occasionally. We'll work with you and the client to provide the best service possible.

Yes! We will work with you to provide the best option for your teams to deliver virtual education/lunch and learn sessions to large groups for multiple organizations. You'll see invitations to those events going forward.

The same way they always have. They can call 1-800-540-3758, email eap@ascension.org or click on the 'schedule an appointment' link on our Homepage.

When you call, you will reach the main office where a professional counselor is available to talk Monday Friday, 8am-5pm. They can either help you set up an appointment or connect you with someone to talk to immediately on the phone. If you are in crisis after hours, the answering service can page a counselor who will call you back shortly. You never have to struggle alone! 

You will be asked your name, the reason for scheduling and your contact information. The intake counselor will work with you to offer the soonest appointment available and work with you to get you scheduled at a convenient time and with a counselor who is a good fit for you. Intake will follow up with an email that includes your appointment information and link to join your session if you opted for a video call. 

All our counselors are licensed to provide counseling in the state in which they practice. Click on Staff Bio's for more information.