FAQs

How can Morneau Shepell’s services help me?

Morneau Shepell provides professional, confidential support services including counselling, programs for help with common life issues and resources to employees and members of their immediate families. We can also give you the information, tools and insights you need to deal with minor issues in the present so they don't grow into more serious problems in the future.

Is the service confidential?

Yes. Our strict confidentiality policy and safeguards ensure that no one will ever know you’ve used Morneau Shepell’s services unless you choose to tell them. This includes your employer and co-workers. Complete confidentiality is the foundation of our services.

Personal information is only ever provided to authorities when certain conditions—including threat of violence to oneself or others, child abuse or a subpoena—require Morneau Shepell to release it by law.

What kinds of issues can the program help me with?

You can access the program for confidential support to address a variety of personal or work-related problems, including concerns related to:

• Emotional and mental health
• Relationships and family
• Work-life balance and stress
• Addictions
• Physical health and nutrition
• Your career
• Child and elder care
• Legal and financial matters

No problem is too big or too small to bring to Morneau Shepell.

How do I contact Morneau Shepell?

Call the Morneau Shepell Care Access Centre 24 hours a day, seven days a week to connect to caring and professional support. Your call is always answered by a professional Client Care Representative (CCR), not an answering service.

During your call with a CCR you can find out more about the services your program offers, make appointments for further consultation and if you’re dealing with an urgent problem, access counselling.

What are the ways I can receive counselling from Morneau Shepell?

Our goal is to ensure that you are provided with the service that will best meet your needs—leading to efficient and effective problem resolution. Our unique model of service helps us to establish your needs and connect you to programs and services that will help you discover that resolution.

Once the Client Care Representative understands your needs it may be suggested that you connect with a counsellor in-person, over the telephone or online (via E-Counselling, First Chat or an interactive support program).

Is the service bilingual?

Yes. Service is available in English and French.

Prefer services in another language? Let us know at the time of your call and our language matching service will ensure you receive help in the language you’re most comfortable with.

Who pays for Morneau Shepell services?

The cost of Morneau Shepell services is paid by your employer as a health benefit.

Will I ever be referred to an external service?

Under special circumstances or when the situation requires long-term counselling, our counsellors will make a referral to community resources, working together with you to ensure your understanding and acceptance of the referral. To facilitate these referrals, we maintain an extensive roster of community resources that have been pre-screened and approved. Keep in mind that even when you are referred to a community-based resource, we'll support you every step of the way.

Who pays if I am referred to an external service?

Fees for referred services are your responsibility, however many may be covered by your provincial or organizational health plan.

Can my employer make me use Morneau Shepell services?

No. Your participation is always voluntary. Employers can privately remind you Morneau Shepell services are available if they notice that the problem or challenge you are experiencing is impacting your work or home life.

Do I have to make the initial contact for a family member to access the program?

No. Family members must access the program on their own. Why? Because your family member’s right to confidentiality is just as important as yours.

Will Morneau Shepell provide service to my minor children without my consent?

Laws vary by province. Children under the age of 16 require a signed parental consent form to use Morneau Shepell services. Unless the law requires otherwise, services provided to children between age 16 and the local age of majority remain confidential. Because the successful resolution of a minor's problem often depends on parental support, Morneau Shepell counsellors usually encourage the minor to involve the parent(s).