Employee & Family Assistance Program
The Employee and Family Assistance Program (EFAP) is a confidential and voluntary counselling support service that provides you and your family with the help you need to resolve a wide range of personal, work, health or life issues. Expert information and immediate support resources are available in-person and by phone, video, web or mobile app.
EFAP provides both short-term clinical counselling and work-life consultations to all eligible UBC employees and their dependent family members, at no cost to users other than the cost of your monthly premiums. EFAP is also available to UBC retirees and eligible surviving family of UBC employees who enrol in this program through the Retirement & Survivor Benefits Program.
UBC’s EFAP service provider is Shepell. Visit them at workhealthlife.com.
Professional counselling services
Shepell’s Care Access Centre is available 24 hours, seven days a week, at 1-800-387-4765. After phoning the toll-free confidential Shepell Care Access Centre, you will be connected to an Intake Counsellor who will collect information about the issue(s) you are facing and schedule services based on any requirements you may have (for example, if you would like an in-person appointment with a female counsellor in Burnaby on a weekend).
Counsellors can help with a range of issues, including relationship challenges, stress, depression, anxiety, addiction, family issues, grief and more.
Services are confidential and available in multiple languages and formats.
Learn more about counselling services.
Emergency counselling services
If you are experiencing an emergency or crisis and require immediate counselling services, call 1-800-387-4765 and select the emergency option to speak to a crisis counsellor. If you want to arrange an in-person counselling session during this call, an appointment will be guaranteed within 24 hours.
Additional support services
You can access many other WorkLife support services through EFAP. These include financial and legal support, career counselling, nutrition support and wellness counselling. Shepell’s workhealthlife.com website includes many additional resources, including self-directed online programs and a collection of articles. Visit workhealthlife.com for more information.
All EFAP services are confidential, within the limits of the law. This means that no one will ever know that you have used the program unless you choose to tell them. UBC is not informed of the identity of those using any of the EFAP services, including online services.
Shepell is required, by law, to contact law enforcement if they believe there is imminent danger to a child or to yourself, or if you are going to harm others.
UBC’s EFAP is provided by Shepell, the largest provider of EFAP services in Canada and a leading provider of workplace learning and development solutions.
Shepell has locations across British Columbia and has a counselling network of over 300 to service both UBC campuses. All Shepell counsellors have master’s-level training and five to 10 years of EFAP-specific training.
The Shepell Care Access Centre is open 24/7/365, with counselling services available in multiple languages and in six different formats. In-person counselling is available in English, French, Mandarin, Cantonese, Punjabi, Hindi, Farsi, Spanish, Italian, German and Russian. Telephone counselling is available in over 180 languages through advanced translation services technology provided by Language Line (click here for a list of languages supported) and hearing impaired clients can be served through Telephone Devices for the Deaf (TTY).
Eligibility and Coverage
Am I eligible for EFAP?
All eligible UBC staff and faculty must enrol in the Employee and Family Assistance Program.
EFAP is available to UBC retirees and to eligible surviving family of UBC employees. You must enrol in the Retirement and Survivor Benefits Program within a specific time frame to be eligible for this benefit.
Are my dependents covered?
Your spouse, children and dependent parents may be eligible to receive coverage under your EFAP. Learn more about whether your spouse or children are considered dependents.
When does my coverage begin and end?
See Benefit Coverage Start and End Dates for details on when your coverage begins and ends.
How do I opt out of coverage or change my coverage?
You can opt out of EFAP coverage if you already receive similar coverage elsewhere, such as through your spouse’s benefit plan. You can also add or remove dependents from your current coverage.
Visit the Forms page to complete an opt-out form or change form.
- Medical Services Plan
- Dental Benefits
- Extended Health Benefits
- Health Spending Account
- Employee & Family Assistance Program
- Life Insurance
- Income Replacement & Disability Benefits
- Vacation & Leaves
- Benefits While Travelling
- Tuition Waivers and Professional Development
- Retirement & Survivor Benefits
Phone: 1-800-661-7334 or 1-800-361-6212
Active Plan Group Number: 025205
Member ID: your 7-digit UBC employee ID number
Retirement & Survivor Benefits Plan Group Number: 020605
Member ID: your 7-digit UBC employee ID number
Call the Shepell Care Access Centre at 1-800-387-4765 to chat with a counsellor.