Frequently Asked Questions

Did Western's EAP provider change?
In 2019 Western began using Morneau Shepell to provide Employee (& Family) Assistance Programming (EAP) and wellness services to Western employees. In 2021 the program from Morneau Shepell has been re-branded under the name LifeWorks by Morneau Shepell. The web and app-based services provide for a better experience and integrates with Western's other well-being programming.

Employees are encouraged to register for access to the LifeWorks website and/or the LifeWorks app. See instructions in the question How do I register and access LifeWorks?

Access to workhealthlife.com and the My EAP app remain fully available for the time being.

What kind of issues can EAP counsellors help me resolve?
The program can help with just about any psychological, emotional or relationship concern:

  • Individual pressures
  • Family troubles
  • Couple and partnership difficulties and concerns
  • Family violence
  • Coping with illness or injury
  • Separation or divorce
  • Eldercare
  • Financial problems
  • Preparing for retirement
  • Legal consultations
  • Nutrition counselling
  • Health coaching
  • Relationship difficulties
  • Parenting
  • Addictions, drug or alcohol abuse
  • Stress - personal or job
  • Sexual abuse
  • Grief
  • Depression
  • Balancing work and family

The EAP encourages employees and those close to them to seek help early, before a minor problem becomes more serious. The EAP is designed to address short-term issues and to identify resources and referrals for emergency and long-term issues. When in doubt contact the EAP for help or support.

Are there services other than counselling?
In addition to traditional counselling, LifeWorks by Morneau Shepell offers telephone support using other professionals who are specialists in their field. These programs can help you optimize your current well-being by helping you prevent issues or get back on track. They also offer online programs in areas including Health & Well-being, Career & Workplace, Relationships, Family, Finances, Legal and online Group counselling. Call 1-844-880-9142 or go to www.lifeworks.com and select Get CareNow. Additional programs are under Support & Resources > Online Programs.

How do I register and access LifeWorks?
All employees receive an invitation via email to sign up for online access when eligible. The email contains a personal invitation code. Visit lifeworks.com or download the mobile app from the Apple App Store or the Google Play Store and select Sign Up. If you have lost track of your invitation code, you will see a link “I can't find my invitation code” to request this be re-sent to you. Note that all emails are sent to your @uwo.ca Western email account.

Is the username and password for my other Western accounts also used for LifeWorks?
No, Western does not use Single Sign On to connect your access to LifeWorks.

Who can access these services?
Counselling services are available to all employees of Western University as well as the employee's spouse and dependent children up to age 21 or up to age 25 if still in school full-time. When arranging services for themselves, an employee will be asked to identify their employer (Western University) and employee group/union/association if they belong to one. Dependents can arrange service for themselves simply by providing the name of the employee and that they work for Western University. It's as easy as that!

Online access is also available to these family members. The employee can invite their family members to set up their own online access. The employee logs into their own account to extend invitations.

At www.lifeworks.com Login > select Profile > select Family > and then Invite Family Members.

From the LifeWorks app Login > select More > Invite Family

How can I receive support?
Ways to access counselling include calling 1-844-880-9142 or connecting through First Chat at LifeWorks or through the app.

  • Urgent or emergency support is available 24/7/365 by calling 1-844-880-9142.
  • In-person counselling is a traditional session format, ideal for families or couples who need interaction. Call 1-844-880-9142 or connect through First Chat online or through the app. NOTE: in-person counselling has been paused due to the pandemic. Counselling remains available by telephone, video and secure email.
  • Telephone counselling is convenient and ideal for time-restricted or travelling individuals.
  • Video counselling offers virtual face-to-face support, in the convenience and comfort of your home.
  • E-counselling via email exchange with a Counsellor is best suited for those most comfortable with written communication. It is also ideal for travelling individuals, providing support anywhere.
  • First Chat provides instant support with a Counsellor online, via Lifeworks (under the ‘Support & Resources’ menu) or through the LifeWorks app.
  • Health and wellness resources are online and self-directed. Just login to LifeWorks to get access to hundreds of articles, tools and resources.

What should I expect when I call?
Your call will be answered by a Client Care Representative (CCR) on the Intake Team who is trained to connect you with the help you need to deal with the issue at hand. They will assess your situation, risk, needs and preferences and guide you to the assistance best suited to resolving your issue. They will ask you a series of questions, including the name of your employer to ensure you're eligible for the program.

How do I make an appointment?
By calling 1-844-880-9142 you will be supported by a Client Care Representative (CCR) who will help you access appropriate services. These might include:

  • Speak immediately with a counsellor by phone 24 hours a day, 7 days a week, 365 days a year.
  • Make an appointment to speak with a counsellor. Appointments are available in-person, by telephone or by video-conference and daytime, evening and weekend appointments are available.
  • Make an appointment with a professional in the areas of financial, legal, nutrition, family, career and health.
  • Access on-line programs.

Where is Morneau Shepell located?
There are two Morneau Shepell offices in London (on Pall Mall Street and on Wellington Road). There are also counsellors providing service from other locations throughout London and surrounding communities. You may prefer to access a counsellor closer to home, closer to work or in another area. NOTE: During the pandemic, counselling is being provided by phone and video.

Morneau Shepell also has offices and counsellors across Canada as well as internationally. This means support is available for you and your family in many locations and time zones including while on sabbatical or studying away from home.

How many sessions am I eligible for?
There is no fixed number of sessions available to you. Each issue you'd like to work on will be handled one at a time and you will work with your counsellor towards achieving desired outcomes. This means you can access counselling multiple times each year as life unfolds and you'd like support with different challenges.

Who are the EAP counsellors?
EAP counsellors are all professionally trained and have a minimum of a Master's degree and five years clinical experience. You may specify your preference for either male or female counsellor. Some counsellors may also speak another language, or specialize in a particular area.

Who pays for the counselling?
Western University pays for the services accessed by employees and their dependents. The fees are paid up front and not tied to individual services, to protect your privacy.

Are part-time and contract employees eligible for this service?
Yes, all employees, regardless of contract type, are eligible to access these services.

Who will know that I'm using this service?
No one will know unless you tell them. EAP counselling only works if employees can be certain that services are entirely confidential. Both Morneau Shepell and Western take this very seriously. For added privacy, Morneau Shepell doesn't book back-to-back appointments for any Western employees or their family members. Your dependents should also be reassured that no one (including you!) will know if they have accessed the services. Also see 'What if one of my family members needs help?'

What reporting does Western receive?
Maintaining confidentiality is a cornerstone of EAP. With respect to EAP services, Western receives an aggregated report on a quarterly basis. No names or personal employee information are included. This report is shared with the EAP Committee, and each employee group at Western is eligible to have a representative. Reporting includes aggregate login information to lifeworks.com and the LifeWorks app and frequently visited pages or topics. No individual user data is shared.

With respect to participation in challenges, Western receives a spreadsheet report of points earned and reward tier achieved, IF an employee has consented to allow this information to be shared. See question "What is the Consent for Well-being incentive?" for additional details on consent.

Why is my Western email used for accessing the online services?
Administration and communication of the challenges and rewards features of LifeWorks requires Western to have a systematic way to report on and administer the rewards. By providing Morneau Shepell with your Western email address we can ensure only Western employees are accessing the features and rewards that have been offered.

Will I be able to take time off work to use this service?
You will have the same opportunity to attend EAP counselling sessions as is provided under the existing policies for health care appointments. Also note that appointments are available evenings and weekends. Further, counselling by telephone and video-conference can be arranged with counsellors nation-wide to take advantage of time zones and extend hours of availability.

How long will it take to solve my problem?
There are no hard and fast rules, nor is there any guarantee your situation can be "fixed". Some problems can be worked out in a single phone call. Others may require a longer course of counselling and treatment from a specialized service to which you would be referred.

The EAP is designed to provide direct "short-term, solution-focused" counselling. You will work directly with your counsellor to identify goals and a plan.

If long-term or specialized counselling is required, the counsellor will assist you with a referral to another resource within your community. Community services may involve a fee.

What if one of my family members needs help?
EAP services are available to immediate family members of Western employees, including their spouse and dependent children up to age 21 or up to 25 if still in school full time. Note that laws governing minor children vary by province. Unless the law requires otherwise, services provided to children between age 16 and the local age of majority remain confidential. Because the successful resolution of a minor's problems often depends on parental support, counsellors usually encourage the minor to involve their parent(s).

Why is Western backing this program?
We know that when you and your family are well, you can bring your best self to work. EAP is part of our efforts to continuously improve the programs we offer to support you and your family's well-being. We are confident that Morneau Shepell will provide the support you need to balance the various stresses in your life.

What is the Privacy Policy for LifeWorks by Morneau Shepell?
When you first sign up for online access you will be presented with the Privacy Policy. If you wish to review this at any time, visit the LifeWorks Privacy and Cookies Policy webpage.

What are well-being challenges?
In your LifeWorks account, you have the option to participate in Personal well-being challenges. You decide what habits fit your goals, and track your progress. No one else can see what you're working on or how you are progressing.

Periodically, Western will also offer corporate well-being challenges. You can participate for prizes and incentives offered by Western. You will also have the option to join a team for extra support and motivation.  Others will be able to see your participation on the Leaderboard.  There is currently no option to opt-out of the Leaderboard.

When you are participating in a personal or corporate challenge you’ll get nudge messages through the app to help remind you of your goals.  By participating in challenges you will also earn points towards rewards.

To receive incentives and prizes, Western must receive some information about your points earned from LifeWorks. See next question “What is the Consent for Well-being incentive?”

What is the Consent for Well-being incentive?
To participate in the corporate challenges and receive incentives from Western for earning points, as outlined in the question above, Western will need to receive reports of the points you've earned. If you consent to 2.0, 3.0, 4.0 and 5.0 Western will receive your points balance and tier achieved only. No other personal information will be conveyed to Western. NOTE: consent 1.0 refers to the Total Well-being Index. This assessment has been disabled for Western employees. Employees are encouraged to “Decline”, however regardless of the response there is no related assessment and therefore no information being released to Western.

Within your LifeWorks account, under the Well-being menu, you'll find that you can review/update your consent at any time.

Do I need a wearable fitness device to participate in the well-being challenges?
For steps challenges, you can sync your steps using the Apple Health, Google Health, or Fitbit apps. Apple Health and Google Health allow you to use your smartphone to track steps, if you don't have a wearable step tracker.

Personal challenges do not require the app or a wearable device.

I am using the LIFT app to help with my fitness. Will anything change with the re-branding to LifeWorks?
LIFT is a stand-alone app and there will be no impact with this change. If you haven't yet signed up for LIFT, you can find the link on the Support & Resources page of the LifeWorks App. Look under Quick Links. 

I am currently participating in an Online Program or Group Counselling through the workhealthlife.com website. Will this be interrupted?
You continue to have access to workhealthlife.com – so you can complete your sessions. We hope that when you're ready to try another program, you'll set up access to lifeworks.com. Currently these programs are available under the Support & Resources menu. You may need to scroll down to Online Programs. Note that Group Counselling is an option for some of the Online Programs, and not a stand-alone link.


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