Frequently Asked Questions

What kind of challenges can EFAP 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
  • Anxiety
  • Balancing work and family

Are there services other than counselling?

In addition to traditional counselling, Morneau Shepell offers support through professionals and 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 Enter "Western University" when asked to choose your organization. Look for the register link and complete registration, creating a password. When you have logged on, select “Get started online”.

Who can access these services?

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. An employee will be asked to identify their employer (Western University) and employee group/union/association if they belong to one. Dependents will just need to know the name of the employee and that they work for Western University. It's as easy as that!

How can I receive support?

Ways to access counselling include:

  • Urgent or Emergency support is available by calling 1-844-880-9142.
  • In-person counselling is a traditional session format, ideal for families or couples who need interaction.
  • Telephonic 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 or through the My EAP app.
  • Health and wellness resources are text-based and self-directed. Just login at 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) who is trained to connect you with the help you need to deal with the issue at hand. The 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.

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 EFAP counsellors?

EFAP 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.

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. EFAP 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 the problem originates with a member of my family?'.

Will I be able to take time off work to use this service?

You will have the same opportunity to attend EFAP 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 EFAP 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 the problem originates with a member of my family?

EFAP 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. EFAP 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.

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