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Frequently Asked Questions

What is the ESI Employee Assistance Program (EAP)?

ESI’s EAP is a comprehensive employee benefit program with a wide array of tools and services designed to improve the lives of its member employees and their families. While traditional EAPs offer counseling and work-life benefits, ESI EAP offers these plus one-to-one coaching, thousands of training courses, wellness benefits, self-help resources, and much more. Just as health insurance is a benefit that addresses physical health needs, ESI EAP addresses emotional and mental health needs, as well as fostering personal and professional development. It’s a comprehensive and confidential program paid for by employers.

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

ESI is one of the country;s longest running EAPs with over 35 years in business. We represent more than 2,500 employers and over 1,500,000 member employees 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 10-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; municipalities, union and non-union companies.

What is the employer cost for your services?

The cost for our program is based on several variables, including your employee census and other factors we’d be happy to discuss so we could offer specific pricing for your organizations. It is a surprisingly affordable and hard-working benefit. We’d love to talk to you – please call 1-800-535-4841 to speak with a marketing service representative.

What is the employee cost for using EAP services?

There is no cost to member employees for using our services. ESI EAP is prepaid by employers as a benefit to employees and eligible family members. Members can learn more about available services by calling the counseling line or logging in to the Self-Help Resource Center at www.theEAP.com.

While your EAP will address many issues, some life problems may require the help of outside professionals and we might refer to other service providers such as attorneys or a local behavioral health professional. External service providers might entail fees.

Are there any issues not covered through the EAP?

Actions against the employer, evaluations requested by a 3rd party such as a driving under the influence assessment or court ordered/court related cases (examples: family law issues, vehicular accidents, and medical malpractice claims), psychological evaluations such as ADHD, treatment programs, and Fitness for Duty evaluations.

How do members know if your services cover their problem?

They can call us! Our professional counselors will help with any problems that members may be experiencing. If it’s a problem that our services don’t cover, we can point them in the right direction.

Are services available for non-English speaking employees?

Yes! We have telephonic translation services available to assist anyone who doesn’t speak English.

When we begin working with a new client, we request that employers identify any languages spoken by their workforce so we can plan resources accordingly.

Will my employer know if members use your services?

No. Our EAP is totally confidential, and employers won’t even know that individual employees are using our services. No personal information – including names – is shared with anyone without written permission.

(In accordance with applicable state laws, there may be exceptions for certain reports of child, elder and abuse of a disabled person or significant threats to your safety or the safety of others.)

How do employers know if EAP benefits are being utilized?

While our services are totally confidential on an individual basis, we provide a complete set of aggregate service reports to employers with 25 or more employees. Reports address overall benefit utilization, such as how many employees used our services in each period, and which type of services were used.

How do employees know about your services?

We provide introductory tools to orient both managers and employees to EAP benefits. These include brochures and videos that employers can distribute to their employees, as well as introductory letters that can be issued by senior staff or HR managers. On an ongoing basis, we provide monthly newsletters that highlight benefits.

We work with HR to deploy an ongoing communication program that is best for each organization’s needs. For example, we provide a variety of topical brochures and flyers on request. We also supply regular drafts of benefit communications. These reminders can be issued by senior staff or HR as letters or articles for your newsletters or Intranet. ESI also features a proprietary Automated Digital Communications System. Through this optional employer service, we can help manage ongoing EAP communications and reminders to employees directly.

Who can use the EAP?

EAP services are available to all employees and any of their family members residing in their homes, as well as dependents up to age 26. For any further questions about family eligibility, give us a call.

How do members access EAP services?

ESI EAP services are available 24-hours a day, 7 days a week. There are several convenient ways to access our services:

By phone: Dial 1-800-252-4555. (both voice and TTD services.)  Calling during standard business hours ensures access to a variety of resources.

Online: Members can log in to Self-Help Resources in our password-protected site at www.theEAP.com. From there, members can connect to us via an online request form.

How do members make appointments to meet with a counselor?

Many issues receive help via consultation with our telephonic counseling. In some cases, a referral for face-to-face counseling is appropriate. EAP phone counselors will walk a caller through options and provide referrals to providers who have confirmed ability to help you.

What if there are questions or problems with your website?

E-mail tech or website questions or problems to our webmaster using our Contact Us Form.

Do you have a Drug-Free Workplace program?

We offer a wide range of resources to help employers establish a drug-free workplace, from sample policies and programs to online training for both supervisors and employees. We also offer tools and information to help employers comply with laws on substance abuse testing and training requirements for DOT “safety sensitive” employees.

Resource Library

Our Clients

Bank of Greene County

“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!!!”

Bank of Greene County

Page Southerland Page, Inc

“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.”

Page Southerland Page, Inc

Cattaraugus – Allegany 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 BOCES

Massachusetts College of Liberal Arts

“Higher Ed EAP has been a valuable resource for our employees, with a tremendous range of services. They understand the needs of our faculty and staff and work to provide individualized assistance. We are pleased with Higher Ed EAP as a partner in supporting our employees.”

Massachusetts College of Liberal Arts

City of Saratoga Springs, Public Safety

“ESI continues to provide exceptional services to our organization. The team at ESI is always readily available to assist, and the training and counseling services are top notch!”

City of Saratoga Springs, Public Safety

Mestek, Inc.

“Our employees at Mestek have been so pleased with the offerings ESI provides. From administrative referrals to their online trainings, we find our level of participation with all the services available is above average, and especially when employees face serious life issues.

I have and will continue to recommend ESI as a premier provider of programs for all employee populations.”

Joanne Berwald, Senior Vice President, Human Resources
Mestek, Inc.

Illinois Wesleyan University

“We have worked with ESI for over 10 years and developed a great working relationship. Our employees appreciate the many resources available to them to navigate personal issues. Supervisors utilize the professional training courses offered.

We have found the administrative referral process very valuable for both employees and supervisors. When working through an administrative referral ESI staff is responsive, supportive, knowledgeable and keeps the HR staff informed throughout the process.”

Londa Dunlap, Assistant Director of Human Resources
Illinois Wesleyan University

Company Confidential

“I have been in Human Resources management for over thirty (30) years. I am so pleased to have partnered with ESI HealthCare EAP to be able to offer the most professional and comprehensive employee assistance program to our staff. This company and the service they consistently provide are unmatched in the industry. ESI is the best – there simply is no comparison.”

Ginger Frasca, Director of Human Resources
Company Confidential

Signet, LLC/UpNine, LLC

“ESI has been the Employee Assistance provider for Signet, LLC/UpNine, LLC for the past 10 years. Our employees have come to trust and rely on ESI to deliver quality care and resources in a confidential and professional manner. Each year we have seen our utilization rate continue to climb, to a rate of almost 43% last year. Like all companies, some of our employees will face difficult problems or circumstances in the coming year and not know where to turn. We recommend ESI to our team members without hesitation, knowing they can find assistance 24/7/365, whatever the issue.”

Signet, LLC/UpNine, LLC

Town of Burlington, MA

“I am proud to consider ESI Employee Assistance Group an extension of my Human Resources department. With the diverse nature of employees within a municipal environment, ESI demonstrates a deep understanding of the work that we perform as well as a genuine care for our employees’ needs both personally and professionally. The suite of services that ESI provides is second to none, and available to employees in the format that they are most comfortable with – online, over the phone, or face to face. I regularly advise our employees that whenever they come across an issue – large or small – that they need to address and don’t know where to start, they can’t go wrong with their first step being a phone call or online visit to ESI.”

Town of Burlington, MA

Income Research + Management

“We’ve developed a great partnership with ESI Employee Assistance Group over the years. They’re extremely responsive, always willing to go the extra mile and have rolled out several recent benefits that are well-received by our employees, including college tuition discounts and free personal and professional coaching. I would recommend them to anyone, especially those looking for a more personal EAP program.”

Income Research + Management

Massachusetts Technology Collaborative

“Here at MassTech, we recently switched our Employee Assistance Program over to ESI Employee Assistance Group, and we could not be more pleased. One of the things we value most about ESI is how proactive they are with our employees. Employees appreciate getting emails updating them on all that ESI has to offer.

Thank you for always being there when we have questions or need support. We look very forward to continuing our relationship with ESI!”

Massachusetts Technology Collaborative

Unitarian Universalist Association

“ESI Employee Assistance Group provides a superb and thorough set of counseling, financial, training, legal, wellness, and other services that our staff have come to rely on and trust. We continue to work with ESI year after year and trust that our staff are well cared for.”

Unitarian Universalist Association (UUA)

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

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

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


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