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Frequently Asked Questions

What is Employee Assistance Program (EAP)?

Life-Work Connections EAP offers professional guidance to you and your family members when personal or work-related problems become difficult to manage alone. EAP offers free assessment, short-term counseling and referral information to employees and their family members. Finding solutions to problems or developing better coping techniques will help you to better manage life’s difficulties.

Is there a fee?

EAP services are free of charge. An EAP counselor will assess if your issue can be resolved in the number of sessions you have available. If your issue cannot be resolved during your available visits, your EAP counselor will refer you to a provider who's best suited to address your needs. Once referred, you'll be responsible for payment. 

Who can use EAP?

All UR employees and their household members are eligible to use EAP services. Often, when one family member is experiencing some difficulties, it affects other family members as well. Our free service includes up to 5 visits per person, referrals, and access to our weekly health and wellness blogs. 

What are the EAP Counselors qualifications?

EAP’s providers have a master’s degree/license in either Mental Health Counseling, Marriage and Family Therapy, or Social Work. Some staff are also Certified Employee Assistance Professionals.

What types of problems are seen through the EAP?

Although you may call for any type of concern or problem, there are some issues that are handled more frequently through the EAP. The most common problems include:

  • Conflict with a supervisor or co-worker
  • Depression or anxiety
  • Grief and bereavement
  • Family, marriage and other relationship issues
  • Domestic violence
  • Addictions (drug, alcohol, sexual, gambling, shopping, internet etc.)
  • Financial problems
  • Child and adolescent issues
  • Child-parent problems
  • Stress related illness
  • Coping with chronic illness
  • Eating disorders

What happens at the first appointment?

When you arrive or prior to your first visit, you'll be asked to sign a Statement of Understanding, to fill out a pre-screen survey and a client intake form. EAP offers telehealth services to eligible University employees. Telehealth is the delivery of assessment and care through video conferencing. If you take advantage of this service, you must sign our telehealth consent form

These forms allow the counselor to gather important information and give you the time to focus on the issues most important to you.

EAP provides counseling for a variety of issues that can be handled within a brief time frame. While some issues brought to EAP can be addressed within a few sessions, other issues are more complicated or longstanding, and cannot be handled within the scope of EAP. If you have an issue that may take longer to address, it is important to start with a counselor who can continue working with you until the issue is resolved - rather than begin with one counselor and then begin again with a long-term therapy provider when your sessions end. If your issue cannot be handled within the EAP, your counselor will make recommendations for resources that can assist you.

Is EAP available after business hours?

There may be times when you need to speak with a counselor immediately. If it is after normal business hours (8:00am-5:00pm Eastern Time) and you have an urgent need, we can be reached by calling (585) 475-0432. Our answering service will contact the EAP clinician on call who will return your call and provide immediate assistance.

What about confidentiality?

Confidentiality is truly the hallmark of our services. All services are confidential, unless you give written permission or when mandated by law. The EAP counselor will discuss the issue of confidentiality fully with you prior to or at your first appointment.

Does using EAP affect my job?

No record of your contact with EAP will be provided to your employer without your written consent.

If your job performance is significantly affected, your supervisor may recommend EAP to you as a resource for you to use to resolve any personal or work related problems that may have negatively impacted your performance. The goal is to improve your personal well-being and work performance.

How can I contact Life-Work Connections EAP?

You can reach us by calling (585) 475-0432 or via email at