Frequently asked questions

Want to learn more about Moda Health EAP services? This page answers some of the most common questions we hear from our members. If you still need information, please call us toll-free at 800-826-9231.

How will the EAP help?

We know that dealing with stress or problems can feel overwhelming. It’s often difficult to know where to start. Our EAP counselors can help. We can sit down with you to help:

  • Identify and define stressors and problems
  • Prioritize concerns in terms of immediacy and severity
  • Help with problem-solving and in developing an action plan
  • Facilitate referrals as needed
  • Identify resources within your community
  • Provide support and motivation

Our EAP counselors are experts at helping people make changes today to reach their goals for a better tomorrow. If you need to speak with us right away, just call our 24-hour crisis phone line at 800-826-9231. Our experienced crisis counselors will assist you in handling the immediate situation and make plans for follow-up assistance. They also can answer questions based on your specific concerns.

How do I know when I need to use the EAP?

  • You’ve tried various solutions, and none seem to work
  • The situation is affecting your work and your relationship with others
  • You are preoccupied with the problem
  • You know something is wrong, but you can’t seem to identify the nature of the problem
  • You are having physical signs of stress such as headaches, upset stomach, insomnia, etc.
  • You need an objective point of view about a problem

How do I access the EAP?

You can call us toll-free 800-826-9231 anytime.

For a life-threatening situation, you will receive help immediately. For other situations, you will be offered an appointment with one of our EAP professionals within 48 hours of your call. All of our EAP counselors have a variety of times available for scheduling, including evenings.

A courteous and caring EAP staff member will listen, answer your questions, and set up an appointment for you. We will ask you:

  • Your name
  • Whether you are the employee or a dependent
  • If you are a dependent, the name of the employee
  • The name of the company providing the EAP service
  • Where you live (city and state)
  • To give a one or two word description of the problem (i.e. marital, stress, anger, parenting)
  • To give some basic demographic information

We will give your name and contact number to an EAP counselor. They will call you to set up a time and date for your first appointment.

What can I expect during an appointment?

The EAP professional will discuss confidentially limits, as well as policies and procedures for such things as scheduling and telephone calls. They will then ask you about your home or workplace concerns and will conduct a brief social history including information about your drug and alcohol use, legal problems, education, and current stressors.

Feel free to ask the EAP professional questions about their education, background and training, how they work with clients, how often they see clients, and how much experience they have working with your particular concern.

What are the qualifications of the EAP professionals?

All of our EAP counselors:

  • Are licensed in the state(s) in which they practice
  • Have a minimum of a master’s degree in psychology, counseling, social work, mental health nursing or marriage and family counseling
  • Have a minimum of four years post-masters experience in their chosen field
  • Have experience with and an understanding of employee assistance programs
  • Are familiar with resources available within their communities
  • Are located throughout the United States
  • Practice brief solution-focused counseling
  • Make referrals based on needs, insurance coverage, financial considerations and best practice standards

What is the difference between a self-referral and a supervisor referral?

A self-referral is when you contact the EAP on your own. In this situation, no one else knows about your contact. Most EAP contacts are self-referrals.

A supervisor referral may occur when an employee demonstrates a pattern of declining job performance or has been involved in a serious job incident.

Participation in the EAP is still voluntary.

In the case of a supervisor referral, the EAP counselor will report back to the supervisor only the following information (unless otherwise requested by the client):

  • Whether the appointment was kept
  • Whether or not any recommendations were made
  • Whether or not the employee has followed recommendations to completion

No specific information about the individual case is discussed with the supervisor.

Sometimes a supervisor may recommend that an employee make a self-referral. This situation is not the same as a management or supervisor referral and does not follow the procedures outlined above for a supervisor referral.