Employee Frequently Asked Questions

We will start with what EAP is not. EAP is not crisis care or urgent care. If you or your loved one are under major stress, duress, facing a medical or mental crisis, contact emergency help. Call 911 or 988, contact your primary care physician, or locate an urgent care center. EAP is not built to be care in an emergency or crisis.

At Northstar EAP we pride ourselves on expediting your care. Once you fill out an intake form online, intakes are then processed often times within minutes and sent through to the EAP Counselor or Coach who will then reach out within 1-3 business days to schedule your first session within one to two weeks. EAP is built to address bumps and barriers being faced by the client and assist them getting back to their professional and personal life while building resilience and learning skills to help the client/employee the next time they face a mental health challenge. Again, we cannot overstate that EAP with any group and organization is there as a support tool and resource. It can be done in parallel with additional care or as a stop gap while you are on a wait list of another counseling professional or practitioner.

EAP is short-term, solution driven mental health and wellness care. EAP is extremely useful for what it is built to address: Mental Health and Wellness Issues, Stress, Anxiety, Depression, Relationship Challenges, Workplace Conflict, Life and Career Goals and Questions. Encouraging the mental health and wellness of employees and their families helps to mitigate health care costs, larger issues escalating, and overall organizational productivity and climate improvements.

Northstar is a stand alone EAP Service for small to mid/large size organizations. With our counselors located throughout the regions where our employees and organizations are located. Our Northstar Network Providers understand the specific dynamics and landscape of your area. We are real people who serve our organizations and understand the concerns and specific issues that are in play for this modern and every changing work landscape.

Our personalized approach is structured to help you find professional and personal solutions. We are not looking to check a box, or be a national firm who is out of touch with local concerns. We have become an evolving company with modern adaptations that still is small enough to be personable and nimble to support your business and people.

Northstar EAP has expanded services and offerings to options like Human Resources Consulting, Business Coaching, and access to Counseling and Therapy for various user groups, Health and Wellness and more.

What this means for you and your family members seeking EAP Counseling or Coaching is we are here when you need us. We want this to be a smooth and straightforward process. If this is your first time seeing a 'therapist' we want you to find a benefit from your sessions. If you have any additional questions or concerns, please do not hesitate to call or email our support team. 

Absolutely! Yes. If you have one (or two) sessions with a provider and feel unsure that it's the best option or fit. Please contact our help team at 906-225-3145 or email us at hello@northstareap.com and we can easily get you switched. 

This happens from time to time and we are happy to accomodate a preference for you or your dependent. We don't need a reason (although we appreciate feedback) we simply want you to both enjoy and find benefit in your EAP journey. 

If you have a preference based on what you want to address in the sessions you can make that known on your intake form. If you would like a specific counselor you can ask if they are in our network, we are always happy to expand our counseling team. If you are searching for a specialty, certification or qualification in a counselor, you should explore private pay or insurance covered options with other providers matched to your wants and needs. Northstar works with licensed EAP Counselors who are subject matter experts and suited to help with the various issues and challenges EAP addresses.

Great question. Our goal is to make the Northstar EAP journey as smooth, simple, and easy as possible for our clients and partners. Unlike other EAPs we have one point of entry for our clients. You fill out the intake form and then can relax and wait to hear from our team. Other EAPs might give you a list to call, various assessments to fill out, overwhelming options and information, our goal is to keep it simple and focused on the client's access to EAP care. 

If you have questions or comments you can call or email us at any time at 906-225-3145 or email hello@northstareap.com. A few weeks after your begin EAP or approximately each quarter of the calendar year, we send out a Net Promotor Score survey to our clients. This is one minute survey asks client if they enjoyed the Northstar EAP experience and would recommend to a friend or colleague. We are simply trying to learn if we met your expectations. We have traditionally scored very high on this item, however we take any and all feedback very seriously and do our best to serve, correct, and assist persons with their EAP experience and workplace mental health journey. 

If you have worked with a counselor recently, please watch for our NPS email and provide your review. 

If your child or dependent is 17 years old and younger, their parent or guardian fills out the form for them and can use their contact information for scheduling and outreach.

Anyone 18 and older, including dependents of the employee, spouse or designated partners of the employee with the EAP benefit, fill out their intake form.

Here is our EAP STATEMENT OF UNDERSTANDING AND AGREEMENT ON CONFIDENTIALITY AND CONSENT TO ELECTRONIC BASED SERVICES:

Information you provide to an Employee Assistance Program (EAP) Coordinator during a counseling session is confidential. EAP will not disclose the information without your written consent except as set forth below:

1. EAP may disclose confidential information if it concerns abuse or neglect of a child, dependent adult, or disabled person.
2. EAP may disclose confidential information if it concerns the infliction of bodily harm or the intent to inflict bodily harm on a person.
3. EAP may disclose confidential information if served with a subpoena compelling disclosure.
4. EAP may disclose confidential information if disclosure is reasonably necessary for YOUR Employer, its departments, divisions, agencies, and employees to defend against any charges or claims by the employee, related to the employee's EAP counseling session(s).
5. EAP may disclose confidential information if EAP determines that disclosure is reasonably necessary to prevent a direct threat to the health or safety of yourself or others during the performance of your job.
6. If your department has directed you to meet with an EAP Coordinator for any reason, including the department's concern about your use of alcohol and drugs, EAP may disclose:

• whether you have kept mandatory appointments;
• whether you are compliant with EAP recommendations and other treatment recommendations;
• whether EAP recommends your return to duty; and
• whether there are any known restrictions in the performance of your job.

All communication with Northstar EAP, including telephone, email, messaging, text and webcam platforms are considered private and confidential. Northstar follows all HIPPA regulations in order to safeguard your Protected Health Information (PHI). PHI will never be forwarded to a third party without your written request and agreement. The use of technology to assist in counseling makes it possible for clients to access expert care anytime, anywhere. However, clients must be aware of the risks. Please take steps to safeguard the information on your device; understand that it may be breached by those that have access to your device or passwords and protect your privacy during therapist-client interactions.

EAP will not disclose other confidential information unless it falls within exceptions 1 - 6 above or you give your written permission to EAP to disclose it. If you believe that you have a medical condition that requires reasonable accommodation, or if you wish to report discrimination or retaliation in the workplace, EAP will not disclose these facts unless you give EAP written permission to do so.

Northstar EAP holds all client records from Northstar EAP Sessions. EAP Providers submit notes and cannot provide information to a client. Northstar EAP must be point of contact for all matters concerning EAP sessions and release of records and information pertaining to EAP sessions.

NorthStar EAP is the official record holder for all client information and session records. This designation emphasizes our commitment to maintaining the confidentiality, security, and integrity of your personal information and session data in accordance with HIPAA. Any requests for access to or copies of your records should be directed to NorthStar EAP.

Cancellation Policy: By signing below, the client agrees to adhere to our cancellation policy by contacting us at least 24 hours in advance to reschedule or cancel their appointment. If a client fails to do so, the scheduled session will count toward clients' total allowable sessions assigned for the calendar year.

An example of one of the tools each company partner automatically has access to, is TESS.

Other examples of tools and resources is the Northstar Resource Portal. The Northstar Resource Portal, if your employer has selected access, has a content library filled with articles, webinars, videos, health calculators and more. Ask your HR contact if the portal is part of your EAP plan.

Northstar EAP continues to adapt and offer revolutionary mental health technology for those that don't have access to mental health services or prefer not to seek traditional mental health counseling. Our goal is to make available all forms of mental health support for everyone. 

TESS is a FREE virtual chat service providing encouragement and strategies on how to manage everyday stress and anxiety available to Northstar EAP company partners and clients.

• Tess is anonymous, private, and available 24/7.
• Researched and scientifically proven emotional and mental support service.
• Tess offers proven technology to offer custom mental health help when and where you need it. She is used by over 13 million users world wide.

Per the instructions email, you should hear from your provider within 1-3 business days of filling out your intake form. From there they will get you scheduled, and you will stay in contact with them for questions and scheduling related items.

If your session is scheduled virtually, the counselor will send you information on how to connect. Northstar EAP counselors and coaches are responsible for providing their own virtual platform to connect with clients. They will be the ones to contact you first, work with you to schedule around your availability and preferences. 

If your session is face-to-face, the counselor will send the address and instructions for that style of meeting. You can choose virtual instead, since that is often the most convenient way to schedule and meet. 

When you sign off in the intake form you agree to our Cancellation Policy. As stated this policy reads, Cancellation Policy: By signing below, the client agrees to adhere to our cancellation policy by contacting us at least 24 hours in advance to reschedule or cancel their appointment. If a client fails to do so, the scheduled session will count toward clients' total allowable sessions assigned for the calendar year.

Missing a virtual appointment is the same as missing a face-to-face appointment with a counselor, doctor, or anyone else. Thank you for your respect and understanding of the EAP provider's time.

A number of benefits are available from participating in counseling.  Our professional social workers can provide support, problem-solving skills, and enhanced coping strategies for issues such as depression, anxiety, relationship troubles, unresolved childhood issues, grief, stress management, body image issues and addiction. Many people also find that counselors can be a tremendous asset to managing personal growth, interpersonal relationships, family concerns, marriage issues, and the hassles of daily life. They can provide a fresh perspective on a difficult problem or point you in the direction of a solution. The benefits you obtain from counseling depend on how well you use the process and put into practice what you learn. Some of the benefits available from therapy include:

• Attaining a better understanding of yourself, your goals and values
• Developing skills for improving your relationships
• Finding resolution to the issues or concerns that led you to seek therapy
• Learning new ways to cope with stress and anxiety
• Managing anger, grief, depression, and other emotional pressures
• Improving communications and listening skills
• Changing old behavior patterns and developing new ones
• Discovering new ways to solve problems in your family or marriage
• Improving your self-esteem and boosting self-confidence

Everyone goes through challenging situations in life, and while you may have successfully navigated through other difficulties you've faced, there's nothing wrong with seeking out extra support when you need it. In fact, counseling is for people who have enough self-awareness to realize they need a helping hand, and that is something to be admired. You are taking responsibility by accepting where you're at in life and making a commitment to change the situation by seeking help.  Counseling provides long-lasting benefits and support, giving you the tools you need to avoid triggers, re-direct damaging patterns, and overcome whatever challenges you face. 

People have many different motivations for coming to us.   Some may be going through a major life transition (a stressful move, divorce, troubled children, etc.), or are not handling stressful circumstances well.  Some people need assistance managing a range of other issues such as low self-esteem, depression, anxiety, addictions, relationship problems, spiritual conflicts and creative blocks.  Counseling can help provide some much needed encouragement and help with skills to get them through these periods.  Others may be at a point where they are ready to learn more about themselves or want to be more effective with their goals in life.   In short, people seeking counseling are ready to meet the challenges in their lives and ready to make changes in their lives.

Because each person has different issues and goals for counseling, it will be different depending on the individual.  In general, you can expect to discuss the current events happening in your life, your personal history relevant to your issue, and report progress (or any new insights gained) from the previous session.  It is most common to schedule regular sessions with your social worker bi-weekly. It is important to understand that you will get more results from  counseling if you actively participate in the process.  The ultimate purpose is to help you bring what you learn in session back into your life.  Therefore, beyond the work you do in the sessions, your counselor may suggest some things you can do at home to support your process - such as reading a pertinent book, journaling on specific topics, noting particular behaviors or taking action on your goals. People seeking counseling are ready to make positive changes in their lives, are open to new perspectives and take responsibility for their lives.

Confidentiality is one of the most important components between a client and counselor. Successful counseling requires a high degree of trust with highly sensitive subject matter that is usually not discussed anywhere but the counselor's office.  Sometimes, however, you may want your counselor to share information or give an update to someone on your healthcare team or employer (you're your Physician, Naturopath, Attorney), but by law your counselor cannot release this information without obtaining your written permission. However, state law and professional ethics require social workers (counselors) to maintain confidentiality except for the following situations:

• Suspected past or present abuse or neglect of children, adults, and elders to the authorities, including Child Protection and law enforcement, based on information provided by the client or collateral sources.
• If the counselor has reason to suspect the client is seriously in danger of harming him/herself or has threatened to harm another person.

PHQ-9 stands for Patient Health Questionnaire.  The PHQ-9 form is a brief, self-administered questionnaire that assesses depression symptoms. Having our clients fill this out on the form gives our EAP counselors a better sense of your overall health and wellbeing prior to your first session.

The Generalized Anxiety Disorder Assessment (GAD-7) is a seven-item instrument that is used to measure or assess the severity of generalized anxiety disorder (GAD). Having our clients fill this out on the form gives our EAP counselors a better sense of your overall health and wellbeing prior to your first session.