Counselling Services

Through UBC’s Employee and Family Assistance Program (EFAP), you have access to unique, solution-focused confidential counselling services and clinically developed resources to help you and your family resolve a wide range of issues. Morneau Shepell’s professional EFAP counselling services are available in six different formats – from in-person counselling to texting.

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).

First steps

You and your eligible dependents’ first contact with Morneau Shepell can be by phone at 1-800-387-4765 or First Chat (an instant online chat service accessible through your computer or mobile device). Morneau Shepell is available 24 hours a day, seven days a week.

When you call the Morneau Shepell Care Access Centre, an Intake Counsellor will spend some time talking with you to:

  • gather your contact information,
  • confirm your eligibility in the program,
  • conduct a risk assessment, and
  • conduct a service needs assessment.

The intake team will then recommend appropriate services to meet your specific needs. If a counselling session is required or requested, they will schedule something within five business days. You can specify any requirements you have for a counsellor (such as language, gender, area of expertise, location) and your preferred method of counselling (in-person, telephone, video, etc.). If your requirements are quite specific, you may need to wait longer than five business days for an appointment.

After your first counselling session, any additional sessions will be booked directly through your counsellor and you do not need to call the Access Centre to book a subsequent appointment.

If you are in 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 during this call, an appointment will be guaranteed within 24 hours.

In-person counselling sessions

If you choose to pursue in-person counselling sessions, you will meet one-on-one with a trained counsellor. Counselling sessions are around 45 to 50 minutes in length. During the initial call to request services, the intake counsellor will send you an online pre-assessment form* within 24 hours of your call, which you will need to complete prior to scheduling your in-person appointment. Once you submit the form, you can call the Care Access Centre back to schedule an in-person appointment. The general wait time to see a counsellor in person is within five business days (non-emergency counselling).

There is no predetermined limit to the number of counselling sessions you can attend; however, the EFAP offers short-term counselling and if the counsellor determines that you would benefit from the expertise of a counsellor to address long-standing or chronic issues, you may be referred to an external provider.

*Your pre-assessment form gives your counsellor background details in advance, allowing you to maximize the time spent with your counsellor during your appointment. If you’ve used Morneau Shepell’s services in the past, this form was previously completed at the beginning of your counselling appointment.

Categories of service
  • Stress
  • Anxiety
  • Depression
  • Self-esteem
  • Life stages
  • Post-traumatic stress
  • Anger issues
  • Gender and gender transition
  • General relationship
  • Relationship breakdown
  • Separation/divorce
  • Intimacy issues
  • Communication/conflict resolution
  • Family planning
  • Parenting
  • Child behaviour
  • Adolescent behaviour
  • Blended family
  • Communication
  • Elder related
  • Extended family relations
  • Workplace stress
  • Work relationships/conflict
  • Career
  • Retirement planning
  • Workplace violence/harassment
  • Work performance
  • Alcohol
  • Drugs
  • Smoking
  • Gambling
  • Other addictions

Other support formats

Morneau Shepell’s professional EFAP counselling services are available in six different formats – from in-person counselling to texting.

Note: Dependents younger than 16 (18 for First Chat) will need to call the Morneau Shepell Care Access Centre at 1-800-387-4765 to connect with counselling services and will require parental consent.


In-Person Counselling

In-Person Counselling allows you to talk to a counsellor face-to-face to address your concerns in a private office, in a location that’s convenient for you.

Book an appointment by visiting or by calling 1-800-387-4765.


Telephonic Counselling

Speak with a counsellor on your land line or mobile telephone. This option eliminates the need to travel, and may be suitable if you feel more comfortable with the sense of privacy offered by counselling over the phone. Extended after-hours appointments offer great convenience and flexibility for your whole family.

For Telephonic Counselling, call 1-800-387-4765.


First Chat

Connect instantly with a counsellor via online chat! First Chat provides real time online conversation with a counsellor when you or your family members need it most, with no delay or appointment needed. Ideal for anyone comfortable with online chat. You can access this service on a computer or mobile device.

Visit or access directly on your mobile device with the My EAP app.



E-Counselling allows you to exchange secure email messages with a counsellor anytime and anywhere, based on your schedule. Gain perspective on your situation with words you can hold on to, and engage in a written dialogue with a professional from the privacy of your computer. You can access this service on a computer or mobile device.

Register for E-Counselling through or directly on your mobile device with the My EAP app.


Video Counselling

Another innovation in EFAP counselling: communicate with a counsellor using your computer’s webcam. Video counselling flexibly accommodates busy schedules and allows you to have “real time”, private, secure and confidential conversations with a counsellor.

For Video Counselling, call 1-800-387-4765 to set up the service.


My EAP App

The award-winning and free My EAP app offers interactive support tools and easy access to health and wellness information directly on your mobile device. You can also access First Chat – an instant chat with a counsellor or the ability to book an EFAP support service – on the My EAP app.