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Frequently Asked Questions

What is the cost of your services?

The cost for our program is based on several variables. We’d be more than happy to talk to you to determine an answer to this question – please call 1-800-535-4841 to speak with a marketing service representative.

What if I have questions or problems with your website?

You can e-mail your question or problems to our webmaster using our Contact Us Form.

Do you provide services to employees who do not speak English?

We have telephonic translation services available to assist anyone who doesn’t speak English. When we begin work with a new client, we identify and plan for any specific language issues within the workforce.

How do I know if my employees are using EAP services?

While our services are totally confidential on an individual basis, we can provide a complete set of aggregate service reports to employers. For example, our reports could tell you how many employees used our services in a given time frame and which type of services were used.

How will my employees know about your services?

We provide introductory brochures that employers can distribute to their employees. In addition, we have topical brochures and payroll stuffers that we can provide on request; we can also supply introductory letters that can be issued by senior staff or HR, or articles for your company newsletter. We encourage employers to talk with us to plan the communication methods that will best suit their organization and their culture.

I haven’t heard of ESI before. Are you a new company?

ESI is one of the country’s longest running EAPs with over 30 years in business. We represent more than 1800 employers and over 1,250,000 employee members and their families across the country.

My company is small – what size and type of companies do you work with?

Our current clients range from a 20-employee start-up company to Fortune 500 companies. We work with virtually every type of industry, including both public and private companies; profit and not-for profit organizations; union and non-union companies.

What is the DOT Drug & Alcohol Program?

In response to an increasing trend of transportation-related accidents caused by substance abuse, the U. S. Department of Transportation (DOT) proposed laws to eliminate substance abuse in “safety sensitive” occupations. In 1991, the Omnibus Transportation Safety Act was passed. This law requires that all employers who have employees who work in “safety sensitive” jobs must provide substance abuse testing and substance abuse training programs for any employees or managers who engage in safety sensitive work.

Which employers must comply with the DOT ‘safety sensitive’ requirements for substance abuse testing and training?

The Omnibus Transportation Safety Act is a law that affects virtually all workers in “safety sensitive” jobs from airline pilots to truckers, as well as workers who have a hand in manufacturing critical parts. Many other organizations that are not governed by the DOT such as tow motor operators and snowplow drivers have also chosen to adopt these rules. If your organization works in any “safety-sensitive” areas related to the above, or if you are unsure, contact the Department of Transportation at (www.dot.gov) for guidance.

How does ESI assist employers to comply with DOT Omnibus Transportation Safety Act?

ESI has full online training to ensure supervisor compliance. We also provide comprehensive information on all compliance requirements – including a 10-step checklist, articles, information, resources and links to help employers meet all requirements.

Who can use the EAP?

EAP services are available to both you and to any members of your immediate family. Please call us if you have any questions about who in your family is eligible for services.

How do I access EAP services?

There are several convenient ways to access our services:

By phone: call 1-800-252-4555 during standard business hours.

Emergencies or crises: If you need immediate assistance, our toll-free hotline is available 24 hours a day, seven days a week. Dial 1-800-252-4555. (both voice and TTD services.)

By e-mail: If it is not an emergency, you can contact us by e-mail and get a response the next business day. Click here to email us.

Online: Access a variety of resources and tools by logging on to our password-protected confidential EAP website.

Will my employer know if I use your services?

Your EAP is totally confidential and your employer won’t even know that you are using our services. None of your information – including your name – will be shared with anyone without your written permission.
(In accordance with applicable state laws, exceptions must be made for certain reports of child abuse or significant threats to your safety or the safety of others.)

What is the cost for using the EAP?

There is no cost to you for using our professional services. The program has been prepaid by your employer as a benefit to you and to your eligible family members. Our counselors will explain the range of services that our program provides and answer any questions you may have.
Some life problems may require the help of outside professionals and we might refer you to other service providers such as attorneys or mental health specialists. External service providers are not covered by this program and might entail fees.

How do I know if my problem is covered by your services?

Call us! Our professional counselors will help you with any problems that you may be experiencing. If it’s a problem that isn’t covered by our services, we can point you in the right direction.

Can I make an appointment to meet with a counselor?

Many of the questions we receive can be answered conveniently and quickly on our website or through telephonic counseling. In some cases, however, it just makes sense to schedule a face-to-face meeting. We suggest you discuss this with your case manager when you call.

What is the Employee Assistance Program (EAP)?

The EAP is a confidential counseling, assessment and referral program designed to help you manage work and life problems. Just as health insurance is designed to address your physical well being, your EAP program is designed to address your emotional and mental well being, as well as to help you to manage work/life problems and achieve a healthy work/life balance. It’s a comprehensive and confidential program in your benefit package that is fully paid by your employer.

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Our Clients

Hallkeen Management, Inc.

“Thank you for providing helpful assistance to our employees.  ESI has been such a great resource for our employees, thanks for all you do!”

Hallkeen Management, Inc.

Summit Federal Credit Union

“The Summit Federal Credit Union has worked with ESI since 1984 and I am extremely impressed with the level of support, responsiveness, expertise and overall service provided to the credit union and to our employees. With their guidance and partnership, we have successfully implemented, or plan to implement, solutions that will continue to make a positive impact on our organizational culture. ESI is extremely easy for our employees to work with, too. The staff at ESI is caring and compassionate. They have always handled employee situations on a priority basis and in a highly confidential manner. I am very pleased to be working with ESI. ”

Summit Federal Credit Union

Central MA Collaborative

“Since joining ESI in 2009 the Central MA Collaborative employees have found invaluable resources and training to help deal with work and life challenges. The EAP has helped us establish a successful program allowing our staff to find assistance to both administrative and personal issues. We have been pleasantly surprised to find such prompt response to issues at any time day or night.”

Central MA Collaborative

Cattaraugus-Allegany-Erie-Wyoming BOCES

“ESI has always responded to the needs of the Cattaraugus-Allegany BOCES in a prompt and professional manner. The employee assistance program has been an asset to our management personnel in dealing with sensitive employee issues that impact work performance. It also has been a vital resource to our employees when they needed a place to turn for assistance with a wide range of personal difficulties.”

Cattaraugus-Allegany-Erie-Wyoming BOCES

Whirley Industries

“At Whirley-DrinkWorks!, we feel that ESI clearly sets the standard for a “business partner.”

Our utilization rate for the Employee Assistance Program is high across all categories of services and we attribute that to the excellent services and reputation ESI has established with our TeamMates. ESI exceeds expectation through their service, professionalism, training and care they take with each individual who reaches out for assistance.

ESI continues to go above and beyond by offering flexible schedules to allow our TeamMates to get help at any time. They also provide valuable service to our supervisors and management staff going above and beyond normal training. Our organization is very satisfied and would recommend ESI based off of their professionalism and “people focus.” ”

Beth Pellegrino – HR Director

Whirley Industries

EYP Architecture & Engineering, P.C.

“As the Director of Human Resources, I was looking for a comprehensive EAP program to meet our diverse needs. For more than two years now, ESI has exceeded our expectations by providing personalized and effective services.

Our utilization is up over our previous EAP – largely due to the excellent educational programs offered through ESI. Our employees are extremely pleased by the wide range of services offered and feedback continues to be positive. All matters are handled in a capable and confidential manner. I consider ESI to be a true leader in Employee Assistance Programs.”

EYP Architecture & Engineering, P.C.

Academic Travel Abroad, Inc.

“I have been very impressed by the quality and variety of services provided by ESI. They span much more than the traditional counseling services provided by an EAP, and they seem to be adding at least one or two new services each year. Our employees are one call away from an answer to a weight loss question, a pet care issue or a legal concern.”

Academic Travel Abroad, Inc.

Rochester Midland Corporation

“Rochester Midland Corporation has worked with ESI since 2001. We have always received immediate and appropriate response when we have needed their services. Our employees have been impressed with the level of service they receive when they are in need. The ESI Personal Development online training programs are an excellent benefit and are often “required” training for specific subject matter. The website is easy to navigate and full of useful information for both employees and their families.

The counseling staff is knowledgeable and compassionate. They have always handled employee situations in a highly confidential manner. Thank you ESI!”

Rochester Midland Corporation

Freedom Credit Union

Some of the comments heard by employees are: I don’t know what we would have done if we didn’t have them to turn to My daughter is doing so much better at home and at school thanks to the assistance I received from our EAP. They really made me feel comfortable and like I was being heard and, What a wonderful benefit, thank you so much for providing this!” Our employees have had nothing but good things to say about their experiences with ESI.

ESI is always responsive and helpful whether to our employees calls, my requests, or even during robbery response/counseling. In fact we are about to utilize their services for our mandatory on-site Anti-Sexual Harassment Training. Their monthly newsletters are packed with important information relative to their services and serve as a reminder to our employees that ESI is just a phone call away.”

Freedom Credit Union

The Bank of Greene County

“The Bank of Greene County has been using the EAP services of ESI since 2005. We couldn’t be happier. Not only are there services for our employees but also for us, the employer. We have used the Management Academy for our management team training and have used the Administrative Referral program to assist specific employees that we send or refer to the program for assistance in an area that they may be struggling with. Pre-employment screening is also offered at a very reduced price. The EAP has been very well received by our employees – there is the usual assistance with personal matters, family issues including child or elder care, work-related matters handled on a confidential basis and, of course, financial information including debt counseling. This is more than just an EAP. Plus the cost has been kept low and the results are high!! We give them a 5 star rating!!!”

The Bank of Greene County


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