Q: What is an EAP?

A: EAP stands for Employee Assistance Program. As the name indicates, an EAP is a comprehensive problem solving resource for employers and employees. Managers/supervisors may use the service for either personal issues and/or assistance in his/her role as a manager/supervisor. The telephonic consultation regarding workplace issues is unlimited for managers/supervisors. To use the service, please contact an intake counselor at (800) 834-3773.


Q: What kinds of problems do you handle?

A: Managers/supervisors call for a variety of issues. Some may call for personal reasons such as marital issues, depression, anxiety, and stress management, parenting issues. Managers/supervisors also contact the EAP for guidance on how best to respond to difficult or troubled employees who have personal or family issues that are affecting work performance. Claremont's staff will assist managers/supervisors by facilitating informal and formal referrals.


Q: What is the difference between a "Formal" referral and an "Informal" referral?

A: Typically, referrals progress from informal to formal when an employee's work performance is not improving. A "Formal" referral requires that the employee sign a "Release of Information" document, legally permitting communication among employees, managers, and EAP counselors in order to permit the employee to have the chance to continue employment.


Q: As a manager/supervisor, can I require an employee to contact the EAP?

A: No. The EAP is a voluntary program and employees always have the choice to follow through with a recommendation to contact the EAP.


Q: Will the EAP mean more work for me as a manager?

A: The EAP should actually reduce the manager's workload. It will relieve the manager of the need to be a "counselor" to employees. It will also help resolve performance issues more quickly, with significantly fewer complications and time involvement by management staff. Further, the EAP reduces the likelihood of having to contend with legal repercussions and causes the employee to take responsibility for problem resolution.


Q: Isn't the solution to these behavioral health problems a matter of individual willpower?

A: No, not at all. The troubled individual typically has misinformation and/or lacks information regarding the issues he/she is facing. Denial/rationalization of a problem is characteristic. As a result, the employee often diverts his/her personal resources towards "covering up" the situation, versus taking corrective action. Treatment generally involves gaining essential "education" regarding the nature of the problem as well as developing new skills. The EAP helps support, enhance and redirect the individual's "willpower," which is positive for all involved.


Q: As a manager, can't I handle employee problems myself?

A: Not nearly as appropriately, quickly and effectively as an EAP. A manager typically does not possess the necessary expertise, nor does the management role place him/her in the best position to be helpful. Over-involvement by managers in employees' personal problems can compromise the manager's objectivity and may backfire or even lead to litigation, prolonging or increasing a costly problem. The EAP offers the specialized clinical skills necessary to effectively help employees and family members with personal problems. The manager is then able to remain focused on what he/she knows best -- work performance.


Q: As a small business, how can I afford to become involved with problem employees?

A: You can't afford not to have a system in place to prevent and address behavioral health issues that affect work performance. A dysfunctional employee and the associated costs have a greater impact on small employers than on larger ones. The Claremont EAP creates availability of a high quality, specialized resource, at very affordable rates, that is not generally accessible to smaller employers.


Q: What is the proper role for a manager in dealing with an employee's personal problem(s)?

A: Managers should maintain focus on work performance issues and let the EAP deal with the personal problems. However, the manager should be perceptive and encourage employees with obvious personal problems to seek timely assistance. Managers should understand that behavioral health issues can cause otherwise unexplained performance problems. Finally, managers should know how to appropriately refer employees to the EAP, thereby assuring "reasonable accommodation" and "due process" in employee disciplinary cases.


Q: Is someone available 24 hours a day to answer calls, or is it automated?

A: Yes, Claremont's office hours are 8:00 AM-5:00 PM Monday-Friday PST. For non-emergencies, it is best to call during these hours. However, a licensed EAP counselor is available to answer calls 24 hours a day, 7 days a week. We guarantee that a live voice will answer the call.


Q: Who answers the phone calls?

A: Calls are handled by Claremont's intake staff, which is made up of specially trained intake counselors who have extensive experience and familiarity with Claremont's provider panel. Any complicated situations or emergencies are triaged to Claremont's supervisory clinical staff or medical director.


Q: Is my involvement with the EAP confidential?

A: Yes. A person's involvement with the EAP is strictly confidential and subject to state and Federal laws. No information will be shared with anyone without a "Release of Information" form signed by the individual. In certain instances, the individual may request that the EAP keep the employer informed regarding his/her EAP participation. It may be necessary for him/her to establish a "reasonable expectation" with the employer that the performance problems will not reoccur and/or persist in the future. Communication between the EAP and the manager is done only on an appropriate "need to know basis" that is specifically detailed in the Release of Information.


Note: If you are a manager and you or a family member would like more information about how the EAP assists individuals regarding personal issues, please click here and you will be linked to our employee/family member section.