Thursday, February 21, 2019       


  Frequently Asked Questions  

Q: What is an EAP?

A: An Employee Assistance Program, or EAP, is a confidential, short-term counseling service for employees with personal problems that affect their work performance.


Q: What is your EAP?

A: Our EAP is a benefit sponsored by your company designed to improve the personal and professional lives of your employees.  The EAP offers quick, easy access to professional behavioral health care and substance abuse services at no cost to your employees.  The services provided by the EAP are confidential.


The EAP offers tools to help balance your employees’ professional and personal issues.  EAP counselors are available to address marriage and family concerns, alcohol and drug abuse, parenting issues, stress management, anxiety and depression, bereavement, and work-related issues, as well as all other behavioral health concerns.  The EAP offers assistance to help address and resolve personal concerns so that when your employees are at work, they can focus on professional goals.


Q: What will the benefit cost?

A: These services are provided at no cost to your employees.


Q: What types of services does your EAP offer?

A: EAP benefits include:

  • 24-hour Toll-Free Hotline: EAP counselors are available to your employees and their families 24 hours a day, 7 days a week by calling the appropriate toll-free EAP number.
  • Free evaluation: EAP counselors offer telephonic support and also are available to make referrals for face-to-face counseling sessions from our nationwide network of mental health providers, all at no cost to your employees.
  • Qualified Counselors: All EAP counselors are qualified professionals, with experience in crisis phone line work.
  • Local Availability: If face-to-face counseling is needed, the EAP counselor will refer your employee to the most appropriate provider meeting your employee’s criteria, such as proximity, convenient office hours and available appointments.
  • ClientConnectÒ Program: With this program, our counselors call providers on behalf of your employee and ascertain provider availability and appropriateness based on your employee’s preferences. 
  • Referral for On-going Assistance: Need Further Help? For many people, the telephonic or face-to-face sessions are sufficient to address their concerns.  But if your employee needs more care or additional services, MHNet will not leave them on their own.  The provider will assist your employee in locating the appropriate resources in your area or in connecting with your health insurance benefit.


Q: Who is eligible to use EAP?

A: Your employees and their dependents, including spouse, children and household members are eligible to use EAP.


Q: What happens when an employee calls the EAP?

A: When an employee contacts us, one of our counselors will take an assessment with that employee over the phone to determine what services will best assist him or her.  If a referral to a network provider is necessary, the assessment will include gathering specific provider criteria, such as location, day and time availability and specialty.  The network provider will conduct a formal, face-to-face assessment at the first session.


Q: What happens when an employee receives an EAP referral?

For routine calls, that employee will receive a call back from EAP within one business day with a pre-approved provider referral matching the requested criteria.  All an employee needs to do is call the provider to schedule an appointment.  If preferred, an employee can also request a list of providers to contact on their own.


Q: Is it confidential?

A: Seeking help from our EAP is always confidential.  No information will be shared with anyone else unless the employee gives the counselor or provider written permission to do so.


Q: What services are part of the EAP on-line?

A: The EAP on-line contains a full collection of information tools and resources to support emotional well-being, including hundreds of tip sheets, articles and resource guides. The content and feature enhancements on our Web site are updated monthly.


Q: How Do I Access EAP on-line?

A: Access our Website by clicking here. Log in using your company’s username and password, and the online services menu will appear.


Q: When should I conduct a formal referral, an informal referral and a mandatory referral?

A: An informal referral is when an employee is recommended, but not required to call the EAP by the Corporate Client.  There are no ramifications if this request is not acted upon.


A formal referral occurs when an employee is strongly recommended to comply with an EAP referral by the Corporate Client.  The employee may be subject to disciplinary action if she/he choose not to comply with the recommendation.


A mandatory referral relates to employees who are under Department of Transportation regulations or one in which the Corporate Client has a policy and procedure that requires the employee to comply with an EAP recommendation as a condition of continued employment.


Q: What is a Fitness for Duty Evaluation? How do I proceed if a Fitness for Duty Evaluation is deemed necessary?

A: A Fitness for Duty Evaluation is a specialized psychological assessment performed by a neutral provider to determine if an employee can perform the essential functions of his or her job without threatening the employee’s own safety or the safety of co-workers. If you feel a Fitness for Duty evaluation may be necessary, you should contact your primary MHNet Management Consultant immediately. Together, you and your consultant will determine if a referral is necessary, and your consultant will assist in coordinating any necessary services.

Q: How should I proceed if an employee makes a threat of violence?

A: MHNet recommends that you follow your company's policies and procedures if there is an immediate and present threat. This may include calling the appropriate authorities or having the employee escorted out of the building. Once the immediate threat has been resolved, we recommend that you call your primary consultant at MHNet. Together, you and your Management Consultant can assess the situation and determine what further action should be taken regarding the employee.  MHNet may recommend a Fitness for Duty Evaluation, a Formal or Mandatory Referral to the EAP, or some other course of action.


Q: When should I request a Critical Incident Stress Debriefing (CISD) or an Emotional Incident Stress Debriefing (EISD)?

A: A CISD is an intervention provided as a result of the threat of or actual physical harm to an employee.  Such events include, but are not limited to, an explosion, natural disasters, workplace violence, murder or serious injury/death.  It is generally two hours in length and should take place one to three days after the event


An EISD is an intervention provided as a result of the threat of or actual emotion harm of an employee.  Such events include, but are not limited to, layoff, bomb threats, robbery, or the death of a co-worker.  The EISD is approximately one to two hours in length and should generally occur within two weeks of the event.


Q: What are your Supervisor Training Programs?

A: MHNet offers a number of training programs to assist management including:

  • EAP Supervisor Training Orientation
  • Positive Confrontation Methods
  • Job Performance and Mental Health Issues
  • Job Performance and Substance Use
  • Progressive Discipline Techniques
  • Managing Stress and Change in the Workplace
  • Dealing Effectively with Absenteeism and Tardiness
  • Dealing with Violence in the Workplace
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