1. Are the services confidential?
Yes. All counseling services are confidential by law as well as within the ethical code of any of the counseling professions.
2. How do I schedule an appointment to see a counselor or advisor through the EAP?
Simply contact our Administrative Case Managers at 303-832-1068 or 1-800-873-7138 between the hours of 8:30 A.M. and 5:00 P.M. Mountain Standard time, Monday through Friday and they will schedule you with a counselor at a time and location that is convenient to you.
3. How long does it take to be seen?
This commonly depends upon the urgency of your need. For emergencies, you will be seen immediately. For urgent issues that are not life-threatening, you will be scheduled by the next day. And, for more routine appointments, generally within 3-5 working days.
4. What if I live in an outlying area where MINES does not have staff/affiliates?
For those who live outside of areas where MINES has offices, MINES will set up a confidential telephonic or video appointment with one of our providers. MINES will also make every effort to locate a provider/affiliate in your area so that you may be seen face-to-face.
5. Are my family members covered by the EAP?
Typically, anyone living in your household is covered by the EAP.
6. What does "per issue" mean?
If your EAP services are on a "per issue" basis, you may use a complete set of EAP sessions, the number of sessions being dependent on your specific plan, for each separate and distinct situation that comes up in your life. A MINES case manager will review requests for additional sets of sessions as the need arises.
7. Are the offices handicapped accessible?
Yes. It would be helpful to us to be informed of this at the time you make your appointment, so we can be sure that everything is in place to make your visit as comfortable as possible.
8. What kinds of problems do people come to the EAP for?
Individuals seek assistance through the EAP for a wide array of concerns. Some of these include problems with drugs or alcohol, depression, anxiety, relational problems, parenting concerns, work-related problems, career issues, life transitions, divorce, grief and loss, financial/legal concerns, etc. Many of these issues can be addressed within the EAP and for those requiring appropriate referral to resources outside of the EAP, MINES will assist you in the process of securing the assistance that best addresses your needs.
9. If I am referred to a provider outside of the EAP, how are those services paid?
After meeting with an EAP advisor or counselor, if it is determined that your needs can best be met by an external provider, the cost for those services becomes your responsibility. In many cases, your insurance plan may cover some, most or all of the costs for such services. In the current insurance environment, it is critically important to understand which provider is authorized under your insurance plan to provide services. Your EAP advisor will assist you in securing the appropriate referral to meet your needs.
10. Under what conditions do I need to contact MINES before seeing a provider for psychological services or substance abuse services?
For some EAP clients, MINES is not only the employee assistance program but is also responsible for managing your psychiatric and substance abuse benefits. It will be indicated on your insurance card or in your benefits booklet if you need to contact MINES before starting psychiatric or substance abuse care.
11. Can I choose a particular EAP advisor or counselor?
Yes. For many of our clients, with whom we have worked in the past, they would like to continue their work with the same advisor or counselor. We will honor these requests, assuming the counselor is still with MINES. In addition, some individuals are more comfortable with a male or a female provider or request someone with a particular specialty and MINES will do their best to honor those requests although MINES cannot guarantee this.
12. What happens if I feel the EAP advisor or counselor is not a "good fit" for me?
In counseling, feeling comfortable with your counselor is essential to the process. Most of the time clients feel comfortable with their counselor or advisor but in those situations where you do not, you simply need to contact MINES and request a new counselor or advisor. We will not charge you for the session used in seeing the initial counselor.
13. What is a "Work Performance Referral" and when is it an appropriate intervention with an employee?
Many organizations have as a part of their EAP services a referral process which is part of the employer's progressive disciplinary procedure. When an employee is having performance problems, it can be a function of a variety of issues. The manager/supervisor may work with the employee to address the work-based issues and refer the employee to the EAP as an additional resource in resolving the work related difficulties. Referral to the EAP does not excuse the employee from performing their job up to the employer's standards.
14. As a manager/supervisor, what does the EAP have to offer me?
The EAP is a potentially invaluable resource to the manager/supervisor who is facing difficult employee situations. The EAP is available to consult on how to approach the employee with whom you are experiencing difficulties and provide coaching where desired, as well as how the EAP may be able to support the manager/supervisor in their work with the employee. These consultations are completely confidential and the manager/supervisor maintains their autonomy in determining whether the advice they receive is helpful in their setting or not.
15. What if English is not the native language of the employee? Can MINES accommodate this?
Many of MINES clients are not native English speaking. Several of our staff are bilingual in Spanish and we have a network of Affiliates who are fluent in languages other than English who are available to see these individuals. In addition, MINES utilizes interpreter services that can accommodate over 240 languages.
16. How is my EAP benefit different than my insurance benefit?
Your EAP benefit is a separate benefit offered to you through a contract your organization has established with MINES. The EAP is built upon the premise that when people can readily access services, address problems early, they are more likely able to solve problems, when they are most easily addressed. Then there may be no need to even access your insurance plan, for services that will prove more costly than through the EAP. The EAP can also address many issues that are not normally covered by insurance benefits (e.g., marital counseling). With the EAP, the service is free.
17. What happens if I (supervisor, employee, family member) have an emergency in the middle of the night or on a weekend?
MINES is available seven (7) days a week, 24 hours per day to respond to emergencies. MINES is always on call to answer emergencies. The MINES counselor or advisor will provide the assistance required to stabilize emergency situations. These emergency services, after hours and during business hours, are accessed through our main phone number, that is, 303-832-1068 or 800-873-7138.
18. As a supervisor/manager, am I supposed to diagnose the employee's personal problems?
No supervisor should attempt to medically or psychiatrically diagnose an employee who is experiencing performance problems, but should meet with the employee to discuss their performance problems and attempt to resolve those difficulties. As part of that process, the supervisor should offer the EAP to the individual for assistance in determining solutions to help the employee perform at the level the employer expects. The supervisor will continue to do what they can to assist the employee in the workplace and monitor their performance as they always have. An employee's involvement with the EAP does not excuse them from completing the requirements of their job.
19. What other kinds of services can MINES offer within the EAP?
MINES provides assistance in writing and reviewing policies such as "Drug Free Workplace", "Sexual Harassment" and "Violence in the Workplace". "Conflict Resolution" services are available for supervisors and employees as well. Assessment of "Behavioral Risk" is a valuable tool for organizations concerned about any risk exposure they may have in the workplace (e.g., toxic supervisors, sexual harassment, etc.).
20. Does MINES offer services other than EAP?
MINES does Organizational Development, Team Building, Leadership Development and Succession Planning. In addition, MINES functions as an extension of Human Resources. We offer Human Resources investigations for issues that HR does not want to handle in house. MINES provides Critical Incident Stress Management services for work place trauma or deaths of beloved employees. Please click here to see more details about our services, and access our full training catalogs
21. Why would I use my EAP to perform these services?
As your EAP, MINES is already familiar with your organization and your needs and is in a ready position to apply this experience to the unique dimensions of your workplace. Also, as a psychology firm, MINES is uniquely qualified to apply psychological and learning theory and principles to today's complex business environment.
Please feel free to e-mail or call us if we can answer any additional questions or be of service.