Q. How does the EAP work?

A. Call the toll free number (800.343.3822) anytime, 24 hours a day, 365 days a year, and ask to speak to one of our professionals or to set an appointment with an EAP counselor. During the assessment, a licensed counselor will discuss objective, appropriate solutions to your problems. The EAP can also be reached by calling 800-448-1823 (TDD) or 800-334-TEEN (Teen Helpline). Our Intake staff has access to the AT&T Language Line to provide translation services in 140 languages.

Q. Does the EAP cost anything?

A. There is never any charge to participants for EAP services. Assessment visits, crisis intervention, and short-term counseling are provided free of charge. Fees for any additional help which may be recommended are usually based on what you can afford and in some cases, may be covered by insurance or other benefits.

Q. How confidential is the EAP?

A. Alliance Work Partners adheres to all applicable state and federal confidentiality laws. We strictly protect the right to privacy for all employees and their family members. All client files associated with the EAP are coded and kept in a locked file at all times. None of the information in the client records is made available unless and until a signed and dated Release of Confidential Information form is completed by the client that specifically details the exact information to be disclosed and to whom it may be disclosed. In cases where the employee or family member self-refers into the EAP, no information regarding the contacts will be provided to an employer, except for blind statistical data included in the standardized utilization reports.

Q. What if I have a crisis?

A. Licensed clinicians are available 24 hours a day, 365 days a year to help with any type of crisis. Simply call your EAP, and ask to be immediately connected to a professional who can help.

Q. What are the qualifications of the EAP?

A. Headquartered in Austin, Texas, AWP is the largest independent provider of EAP services in the country. AWP’s independent status, which means we have no financial or organizational ties to any treatment provider, insurance company, hospital, or corporation, is vitally important to our customers. It ensures that our services to you are completely free from any conflict of interest and that we will be objective advocates for each individual who seeks our services. AWP, established in 1977, is a private, non-profit corporation registered in the State of Texas.

All AWP staff and affiliates involved in direct client services, (e.g., assessment, counseling, referral and case management), are experienced, licensed and/or certified counselors. These individuals include doctoral-level psychologists, master-level psychologists, licensed master-level clinicians (LMSW), and licensed chemical dependency counselors (LCDC - for chemical dependence only). In addition, they represent diverse cultural and religious backgrounds and can provide bilingual counseling as the needs of the client dictate. All clinicians must have a minimum of three years post-license clinical experience, specific training in chemical dependency, knowledge of area resources and appropriate professional liability insurance.

Q. What if I have a complaint?

A. AWP is a consumer-oriented organization with well-established policy and procedures for effectively resolving client complaints. We are committed to resolving these difficulties as quickly as possible and ensuring that the client is satisfied with the outcome. In almost all cases the complaint is resolved immediately and satisfactorily by the Director of Customer Service who can be reached at 800-343-3822.

Q. What is a debriefing?

A. A Critical Incident Stress Debriefing (CISD) is a work site intervention provided to a group of employees for the purpose of relieving the stress and trauma induced by a crisis impacting the work group. AWP will have qualified counselors on-site within 24 hours of a traumatic event at any facility or location.

Q. What is a procedural referral?

A. One of the purposes of the EAP is to assist employees to identify on-or off-the job personal or behavioral problems that are adversely impacting their work performance and to assist the employee to deal with the problem in a constructive fashion for a long-term positive solution to the problem. Employees may independently seek assistance without supervisory or procedural referral. A procedural referral is when the employee is referred to the EAP by his/her supervisor as result of a personal or behavioral issue that has begun to affect an individual’s performance. This referral process compliments the disciplinary process in which upon receipt of authorization by the individual, AWP staff provide assessment and referral services. An action plan is then developed whereby recommendations for resolution are made to the employee and key supervisory staff.

Q. How do I access the newsletter?

A. Click on the Newsletter button. You will be asked for a user name and password which you can obtain from your HR department. You will then have access to both Working Solutions and Frontline Supervisor newsletters; the topics change monthly. Please contact us if you have ideas or requests for newsletter topics.

Q. What is AWP Law Access?

A. This is an optional benefit your employer may have in addition to all the EAP benefits described above. Participants are able to receive a free legal consultation by phone or in person with a licensed attorney. If after the first visit the participant decides to go forward, a minimum 25% discount from the attorney’s standard fees is applied. This benefit also extends to financial consultation, as well. Additionally, AWP Law Access online library services includes access to over 1200 legal forms and over 1000 legal articles and real audio files.

Q. What is AWP HelpNet?

A. This is an optional benefit your employer may have in addition to all the EAP benefits described above. Our national database has been customized for ease of use and reference in helping you maintain a healthy balance between work, family, and your own individual needs. By visiting HelpNet you will find a variety of articles to include 1500 tip sheets, resources, and interactive tools geared to assist you in satisfying your needs. A host of information is categorized into specific areas of interest, including Family & Caregiving, Emotional Well-being, Health & Wellness, and Daily Living. These valuable programs can assist you in your drive toward self-actualization, allowing you to focus on the ingredient key to your success!

Q. What is AWP Work/Life?

A. This is an optional benefit your employer may have in addition to all the EAP benefits described above. To achieve the overall satisfaction in life we all strive for takes more time and energy than most of us have readily available. That's why we developed Work/Life services. Whether it be locating day care for your child or medical care for an elder loved one, researching consumer product and service information, evaluating the latest diet program, or finding the perfect sitter for your pets, Work/Life specialists are there to assist you throughout the process. These consultants will help by gathering and researching information, evaluating the pros and cons, and offering suggestions and referrals so that you can make the best choices for you and your family.