Frequently Asked Questions

Life Happens. We’re Here to Help.

Our People-Focused Team Wants to Help

Here are some of the questions we are most frequently asked by our clients. If you have a specific question that is not answered here, please call us at

800-327-4692

What's different about EFR's EAP?

An employee assistance program (EAP) is a work-based intervention program designed to assist employees in resolving personal problems that may be adversely affecting the employee’s performance.

EFR is Iowa’s first Employee Assistance program provider. We have been servicing employer groups across the country since 1975. Our EAP is full service in addition to providing up to 6 counseling sessions (per set of circumstances a year), we have a number of other services to meet the needs of employees and employers. We integrate wellness program deliverables into our EAP at no additional charge. Employers get monthly motivators, quarterly campaigns, access to assessment resources and an annual Culture Audit at no additional fee. We provide support via our 24 hour call center staffed 365 days a year with Master’s level clinicians. Our response time to crisis is unparalleled and we customize our approach to the specific needs of the client and the situation. We have over 7000 counselors all over the country ready to serve our clients. Our retention rate has consistently remained at 98% and customer satisfaction rate averages 95%.

How often can I use the EAP in a year?

EFR’s EAP services comprise assessment, referral, and brief counseling. Therefore, your EAP counselor will do a thorough assessment of your current situation. This means your counselor will work with you on your presenting concerns, but will also gather information about other areas of your life to assess how they all come together to create your current circumstances.

Within your EAP sessions, your counselor will help you to identify your priorities and goals to make a plan to address your concerns. If your life circumstances change within the (rolling calendar) year, you are eligible for a new set of EAP sessions. For instance, I accessed the EAP 6 months ago for a family concern and resolved that issue. Now I just found out my spouse has a serious health condition. Because my life circumstances are now different, I can access the EAP again.

How confidential are EFR’s services?

EFR protects the identity and confidential records of each client as required by its professional, ethical standards, state laws, and the federal laws of the Health Information Portability and Accountability Act (HIPAA) and 42CFR, Part 2.

Do I have to be an EAP customer to get an EFR training?

No, EFR’s trainings are available to any companies or groups, however they are available to EFR’s EAP customers at a reduced rate.