Frequently Asked Questions

Frequently Asked Questions

  • What is an Employee Assistance Program?

    An Employee Assistance Program (EAP) is a voluntary program that provides highly professional, and confidential sources of support and resources to help employees (and other eligible members) address issues that arise in everyday life, both at work and at home.

  • What services does Texas Health EAP offer?

    At Texas Health EAP our focus is providing participants with tools and resources to enhance their self-care, develop emotional and physical well-being, build resiliency, and improve self-efficacy. We offer a variety of services to meet those goals including: 

    • On-site or virtual short-term, solution-focused counseling
    • 24/7/365 crisis support
    • Personalized concierge services
    • Child and eldercare resources
    • Legal and mediation assistance
    • Financial Fitness Resources
    • My Life Expert (Online Resource Portal)
    • MyWellness Connection Outreach and Support Services including Critical Incident Stress Management support
  • What types of issues can Texas Health EAP assist with?

    Texas Health EAP provides support and resources for a variety of issues including:

    • Stress/anxiety/depression
    • Life transitions
    • Challenges or conflict at work
    • Unhealthy use/misuse of alcohol
    • Drug/substance use
    • Grief and loss
    • Financial and legal worries
    • Child/elder care
    • Health and well-being
    • Anger management
    • Self-Care
    • Improving relationships at home or work
    • Conflict resolution
  • What type of counseling is provided through Texas Health EAP

    Texas Health EAP counselors provide short-term, solution focused counseling interventions. EAP counselors are trained to assess a variety of issues and determine if the situation falls within the scope of EAP services. Texas Health EAP counselors do not diagnose, prescribe medication, or provide long-term therapy or specialized counseling/treatment. If those are needed, the EAP counselor will work to connect participants with an in-network insurance provider, however, Texas Health EAP does not cover the cost associated with those referrals and/or ongoing care with those providers.

  • Why doesn’t Texas Health EAP counselors prescribe medication?

    EAP counselors are not physicians so medications cannot be prescribed. However, after meeting with an EAP counselor, if it is determined that medication may be helpful, the EAP counselor will work to connect participants with an in-network insurance provider, however, Texas Health EAP does not cover the cost associated with those referrals and/or ongoing care with those providers.

  • What type of training do Texas Health EAP counselors have?

    All counselors have at least a master’s degree and are licensed mental health providers in the State of Texas.

  • Who is eligible for Texas Health EAP services?

    EAP services are available to all Texas Health full-time, part-time and PRN employees. EAP services also extend to an employee’s dependents and anyone permanently residing in an eligible employee’s residence.

  • Can my spouse, partner or child utilize Texas Health EAP services?

    Any person who is permanently residing in the covered employee’s household and individuals who qualify as the employee’s dependents are eligible for EAP services. In most situations, parental consent must be obtained before EAP services are rendered to anyone under the age of 18.

  • Can I use EAP services following termination, resignation, or retirement?

    EAP services may be accessed up to twelve weeks after termination, resignation, or retirement.

  • How much does it cost to meet with an EAP counselor or to use WorkLife services?

    All EAP services are free and confidential. Participants are eligible for up to eight free telephonic, web-video, or face-to-face counseling sessions per issue, per calendar year. However, there may be fees associated with referrals to community providers or programs. EAP counselors will attempt to provide referrals to in-network providers to reduce the costs associated with copays and deductibles.

  • How do I contact Texas Health EAP?

    Call us anytime at 682-236-6861, 24 hours a day, 7 days per week, 365 day a year or submit an online request to be contacted by our staff by visiting the Contact Us page.

  • When can I meet with a Texas Health EAP counselor?

    An urgent request or crisis will be handled immediately by an EAP counselor, usually by phone or through a web-video consultation. Routine appointments are scheduled in advance. Depending on availability, some same day appointments may be accommodated.

  • Where are Texas Health EAP counselors located?

    Texas Health EAP offers participants the convenience of multiple service locations across the Metroplex, as well as virtual appointment options.

  • Will my employer/leader/colleagues find out that I used EAP services?

    All Texas Health EAP services are private and confidential in accordance with state and federal laws and professional ethics. Information pertaining to an EAP encounter can only be released with a participant’s written consent and/or in circumstances where there is a clear and imminent danger of self-harm, harm to others or the institution, suspicion of child/elder abuse, or as may be required by law. Participants must sign a consent form before any EAP counseling services are rendered. The consent form describes the confidentiality policy and the limits to confidentiality, as prescribed by law.

  • What about my EAP records, are they confidential too?

    All Texas Health EAP records are confidential and are maintained and managed by Texas Health EAP staff only. All documentation is maintained separately from EPIC medical records or THR employment records and only Texas Health EAP staff can access EAP records. Texas Health EAP files cannot be released without a participant’s written permission or as required by law.

  • What type of WorkLife services are available through Texas Health EAP?

    Texas Health EAP helps participants better integrate their work life and personal life by offering financial and legal consultation services, child and eldercare resources and referrals, and personalized concierge services (referrals and resources for a variety of requests, including but not limited to, event planning, vacations, or contractors for home repairs).

  • How can Texas Health EAP help me secure childcare/eldercare providers?

    Based upon the unique needs of the participant, Texas Health EAP will provide the names and numbers of at least five local providers with confirmed openings and/or community resources, all within 1-2 business days.

  • Can Texas Health EAP help me manage my finances?

    Many questions and concerns may be easily resolved through a free 60-minute telephonic consultation with a financial coach. A variety of free online financial tools including financial calculators, a library of articles, and many do-it-yourself tools through the My Life Expert online portal.

  • Does Texas Health EAP have funds to help me during a financial emergency?

    While the EAP does not have a fund or loan program to provide emergency financial relief, the EAP can assist by learning more about the situation and then providing customized community resources that may be of assistance.

  • What type of legal/mediation assistance is available through Texas Health EAP?

    Legal questions and concerns may be easily resolved through a free 30-minute office or telephonic consultation with a qualified attorney. If there is a need for additional legal/mediation consultation, participants receive a preferred rate reduction of 25% from the attorney’s normal hourly rate, should the attorney be retained for additional services. A variety of free online legal tools, including access to a library of articles, and many do-it-yourself tools through the My Life Expert online portal.

  • Can Texas Health EAP help me develop a last will and testament?

    Participants can access a variety of legal forms and worksheets in the legal section of the My Life Expert portal. Downloadable items include:

    • Will for Adult with No Children
    • Will for Adult with Child(ren)
    • Property Worksheet
    • Will Codicil
    • Advance Directive Form
  • Can Texas Health EAP help with identity theft/ fraud?

    Texas Health EAP offers participants a free telephonic consultation with a legal/fraud specialist who will recommend options on how to place fraud alerts, freeze credit, file police reports, and contact other resources as necessary to resolve fraud concerns.

  • Is it true that Texas Health EAP can help with things like planning a vacation, finding a plumber, and setting dinner reservations?

    Our personalized concierge service will assist in tracking down businesses and consultants to help plan an event, vacation, or set dinner reservations. We can also find local contractors to help manage home repairs or assist with finding medical providers and community support resources. Texas Health EAP does not cover the cost, nor guarantee delivery of the vendors’ services.

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