What to Expect When Calling EFAP

Looking for confidential, solution-focused counselling support for personal, work, health or life issues? UBC’s Employee and Family Assistance Program (EFAP) can help. Through our EFAP provider, Morneau Shepell, you can access a wide range of services 24/7 and choose the counselling format that works best for you. Whether you’ve used Morneau Shepell before or are using them for the first time, here’s an overview of what to expect when you access EFAP services.

About EFAP services:

  • Available to all eligible UBC staff and faculty and their dependent family members
  • Free (no cost other than your monthly premiums)
  • Voluntary and confidential (UBC is not informed of the identity of those who use EFAP services)
  • Available 24 hours, seven days a week, 365 days a year
  • Multiple languages available
  • Short-term counselling with community referrals available for longer-term or ongoing support
  • Professional counsellors have master’s level training and five to 10 years of EFAP-specific training

Seven ways to access services:

  • Telephone counselling (Care Access Centre at 1-800-387-4765)
  • In person counselling (various locations)
  • Instant chat (First Chat)
  • Mobile in-app counselling
  • Web and e-counselling
  • Video counselling
  • Online group counselling

What to expect when you contact Morneau Shepell’s Care Access Centre (CAC):

1. When you call 1-800-387-4765, after the language prompt, choose from three selections:

  • Press 1 for immediate telephone counselling. You will be transferred to a counsellor immediately. If you would like to arrange for in-person counselling during this call, an appointment will be set up within 24 hours.
  • Press 2 to schedule an EFAP service or if you need to cancel or reschedule an appointment. (If you press 2 and you are experiencing trauma or at risk of harming yourself or others, you will be transferred to a counsellor immediately.)
  • Press 3 for critical incident debriefing (for onsite crises). This service is available to Human Resources professionals who are requesting services for their department/faculty.

2. CAC intake specialist will:

  • Gather your contact information
  • Confirm your eligibility in the program
  • Ask you some preliminary questions about your issue so that they can let you know about the available services to help you resolve it

3. If you are scheduling an EFAP service:

  • You will be asked some preliminary questions about your issue.
  • You will be asked to complete an online pre-assessment form* prior to scheduling your appointment. This form will be emailed to you within 24 hours of your call. Once you submit the form, you can call the CAC back to schedule your appointment.
  • If you are scheduling an in-person counselling** appointment, the general wait time to see a counsellor in person is within five business days (non-emergency counselling). If you have specific preferences, you may have to wait longer. For example, if you request an in-person appointment with a female counsellor in Burnaby on a weekend, you may need to wait longer than five business days.

* 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. For each new case or series of counselling sessions, a new form must be completed.

** In-person counselling through EFAP is available at many different locations. Morneau Shepell’s main offices are located in downtown Vancouver, Richmond, Burnaby, Coquitlam, Surrey, Kelowna and Kamloops. Other private offices in the Metro Vancouver and the Okanagan are also available.

For more information: