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What to Expect

  1. Who answers the phone when I call and how do I schedule an appointment with a counselor?
  2. What happens when an employee calls the EAP for a personal problem?
  3. How long are counseling sessions?
  4. How many appointments are required before I will see results?

Who answers the phone when I can and how do I schedule an appointment with a counselor?

When you call (513) 733-3800 or (800) 875-5540 the phone will be answered by the EAP intake worker familiar with your companies benefits.  This worker is available Monday to Friday 8:30 - 5:00 pm.  For non-emergency matters it is best to call during these times.  After hours and on weekends calls are answered by our after hours answering service.  In emergency situations you can be connected to an EAP professional within minutes.  The intake worker will be able to provide you with information, referrals to ther services, or schedule an appointment with one of our clinical counselors. 

You can schedule an appointment in two ways: by phone or by sending us a private, encrypted email. Our phone numbers are:

(513) 733-3800 or 1-800-875-5540

When you call, you will answer a few general questions so that we can identify the most appropriate therapist and location for your counseling sessions.

You can send an email using the Ask the EAP feature of this website. If you contact the EAP by email, we will still need to ask you some personal questions. Please realize that your or our return emails may be visible to others on your computer. For this reason, most of our clients prefer to call to schedule appointments.

What happens when an employee calls the EAP for a personal problem?

When you call the Intake at (513) 733-3800 or 1-800-875-5540, you will be asked for the following information:

  • Your name
  • Your employer
  • Your demographic information
  • The reason for your call
  • Questions regarding the immediacy / extent of your need
  • Your availability to schedule time with a counselor

If your initial call is placed after normal business hours and it is not an emergency situation, we may take your information and ask if it is okay to return your call on the next business day to schedule your appointment.

When you speak to the EAP’s intake department, you will be provided with the following information:

  • An explanation of how we can help
  • An explanation of your employer’s benefits package
  • Our privacy policy

The employee and/or family members will be scheduled an appointment to meet with the EAP counselor/therapist. These sessions are conducted in private offices at one of our 4 Tri-State local offices or through our national network.

In the initial session, the employee’s issues are assessed. A treatment plan is then developed jointly between the client and the EAP counselor/therapist. This plan identifies the presenting issue(s) is, what the strategy of treatment will consist of, and what time-frame is being established to accomplish treatment goals.

The employee will continue to meet with their counselor/therapist until the issue has been resolved, or when benefits have been exhausted. Once benefits have been exhausted, the employee may decide to continue treatment via their company’s medical insurance coverage.

Note that there is usually a limit to the number of visits covered in an EAP contract. In many cases, the EAP sessions provided may be all of the treatment that is required. If the employee’s needs are greater than what the EAP counselor can address or if the employee needs additional counseling sessions beyond that provided in his/her employer’s EAP contract, there are two options:

  1. he/she may continue meeting with the EAP counselor for a fee that is not covered by his/her employer, or
  2. he/she may be referred to another counselor, therapist, service, or community support agency, potentially with coverage provided by the employee’s medical benefit package.

The EAP representative will help the employee to understand their benefits for additional resources and to maximize them for their needs.

How long are counseling sessions?

Generally, sessions are about 1-hour in length.

How many appointments are required before I will see results?

The response time for treatment depends on many things, including the depth and breadth of the problem(s), the number of people involved, the openness of the individual to treatment, etc. Every case is different. The first (and sometimes second) session is used to identify the problems and develop a plan to address them. From there, most people are helped in 2-6 additional sessions. EAP counselors will tell you the number of free sessions that are covered in your employee benefit package.