COVID-19: Update

The Employee Assistance Program (EAP) is available to you and your family members 24 hours a day, 7 days a week whether you are in distress, or need some mental health support during the COVID-19 pandemic. Not sure which number to call? Look up your department. If you don’t get through on your first attempt, please try again as toll-free lines across telecom carriers may be experiencing network congestion.

If you are concerned about immediate harm to yourself or others please call 9-1-1.

For additional resources, visit the Mental health and COVID-19 for public servants: Protect your mental health.

24-hour crisis and referral center

• highly confidential
• bilingual service (French and English)
• telephone service for people with a hearing impairment
• available 24 hours a day, 7 days a week, 365 days a year
• crisis counselling available (crisis and suicide prevention/intervention)
• calls answered by mental health professionals having a minimum of a Master's degree in counselling, social work or psychology

Counselling services

• network of over 900 mental health professionals providing face-to-face counselling
  • minimum of a Master's degree in counselling, social work or psychology and at least 5 years experience
• e-counselling and telephone counselling
• short-term professional counselling, including follow-ups as needed
• referrals to an appropriate external community resource if the issue is not short-term or specialized treatment is required

Quality assurance

EAS' Quality Assurance Team ensures quality standards by:

• offering services at no cost to the individual seeking assistance
• surveying respondents once services are complete (95% of respondents indicated that they were "totally" or "very satisfied" with the assistance services received)
• ensuring compliance with a variety of government policies like:
  • Official Languages Act
  • Treasury Board Employee Assistance Policy
  • Canadian Human Rights Act
  • Personal Information Protection and Electronic Documents Act
• a complaints management process to address service-related issues
• in-depth selection process for contracted mental health professionals
• case management oversight ensuring that intervention plans respect EAS’ mandate and are best suited to meet client needs
• training and guidance for contracted mental health professionals, including online orientation

Dedicated management team

• bilingual reports
• evaluation of all services provided
• personalization to clients across Canada and abroad
• information sessions to employees and managers to promote the use of services
• customer relations team available to answer questions, review data, and work with clients to address concerns and improve service delivery
• advice to management on dealing with difficult and unusual situations like suicide and workplace crisis

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