What to Expect

What to Expect When Contacting the Employee Assistance Program

While many federal employees access the EAP every day, some people may be shy about making that first call. Asking for help is difficult and not knowing what to expect when you contact the EAP can increase anxiety about calling. Our licensed counselors are sensitive to this fact and treat every caller with respect and compassion. Whether you're calling for counseling, legal and financial advice, or a management consultation, the EAP staff is eager to assist you.

Frequently Asked Questions

What information should I have available when I call the EAP?

The most important piece of information we need is how we can help you. Please clearly state the reason for your call and do not hesitate to convey its urgency. Then, depending on why you’re calling, we will gather certain information to ensure we provide the best support possible.

  • We’ll need to know which agency you work for to confirm the program benefits available to you. Please be specific and provide your division if applicable (e.g., USDA, FSIS), as services can vary across divisions within an agency or department.
  • It's also helpful to have your home and work addresses, telephone numbers, and zip codes on hand so we can find a counselor in a location that is convenient to you.
  • In addition, we will ask for a contact number in case we need to get back to you about an appointment, as well as your birthdate and pay grade to differentiate you from another employee who may have the same name.

If, for some reason, you are uncomfortable providing this information, we will assist you to the best of our ability without it.

Is the information I provide protected?

Yes. All of your data is protected and shared only with those who will be providing services to you.

How will I be connected to an EAP Counselor?

The EAP provides short-term solution-focused counseling, and we have several ways of getting you connected with a counselor. Our goal is to schedule you with someone while you’re on the phone. If an appointment is not available, you can view our counselors online and reach out to them or do an appointment search, which can take up to 72 hours. If, for some reason, you were unable to successfully schedule an appointment or don’t hear back from the provider within two business days, please call 1-800-222-0364 for assistance.

Where are EAP Counselors’ offices located?

Some government buildings have FOH EAP counselors on site, and there is a wide network of EAP counselors across the country who provide services virtually and in private offices. If you'd like to see a counselor in person, we will work with you to locate one who is convenient for you. Services are confidential, and the EAP is independent of your agency. Counselors are not employed by your agency, nor are they associated with your Human Resources or other employee benefits.

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