Frequently Asked Questions

Yes. All of the counselors that work at CONCERN EAP are Licensed Clinicians who are bound by a Code of Ethics that says they must keep their counseling sessions confidential unless the client shares something that places the client or someone else in imminent danger of being harmed. CONCERN EAP will not even acknowledge whether you are a client or not. Your employer only gets a numerical report once a quarter showing how many employees/family members have been seen, never any names or identifying information.

Yes. When you are a FMR the same confidentiality guidelines are in place for your actual counseling sessions. Our Licensed Clinicians are bound by a Code of Ethics that says they must keep their counseling sessions confidential unless the client shares something that places the client or someone else in imminent danger of being harmed. As a FMR, since your employer has mandated that you come to CONCERN EAP, your employer is aware that you are a client. As part of your FMR paperwork, you will sign a release that allows us to inform your employer whether you are in compliance with your treatment recommendations or not. We do not disclose what the treatment recommendations are at any time without the written permission of the client. However, if the client is referred for a treatment that requires use of FMLA or some cost is involved that the employer might cover, then the client will end up divulging the location or name of the treatment facility to Human Resources. But remember they are bound by HIPAA guidelines, so your information should still remain confidential. However, since what your employer does is outside the purview of CONCERN EAP, you are encouraged to learn your rights.

Counseling services are available to the employee and anyone living in their household. If the employee has a child aged 26 and under away at college, that child can use the service as well.

Counseling services and CONCERN EAP sponsored groups are always free for employees and anyone living in their household. If the employee/client needs to be referred out for a higher level of care or to a specialist, then the client would have to access their insurance and pay any out-of-pocket expenses.

CONCERN EAP in-office counseling services are offered by appointment only. If you are in crisis or need to be seen on an urgent basis, we can accommodate most same-day appointments if you are flexible and willing to take whatever appointment time is available and go to any of our locations that are in the Mid-South region. Depending upon the crisis or urgent need, we may recommend and refer you to a higher level of care in lieu of a same-day appointment.

EAP is supposed to be brief, solution-focused therapy. Therefore, the goal is to see the client for the least amount of time needed to bring about a resolution for their issue. For some people that may take three sessions, for others it may take 12 or more sessions. Or you could have resolution for the initial problem, only to have another problem arise. For these reasons, CONCERN EAP does not state a certain number of sessions. As long as we can justify medical necessity the client can continue to be seen at one of our Mid-South offices. For clients being seen by one of our affiliates outside of the Mid-South area we approve five (5) initial sessions. After those five sessions are completed, and if the affiliate provides documentation that more sessions are medically necessary, additional sessions are approved.

When you come to see a counselor at CONCERN EAP it is considered the same as a medical appointment, so check in your employee handbook or with your Human Resources to find out your company’s policy on time off for medical appointments. Some of our Mid-South locations offer appointments as early as 8:00 a.m. and as late as 5:30 p.m.

CONCERN EAP will see children aged 11 years and older. We will see some children that are younger depending upon their level of maturity and the issue being addressed. Children 10 and under often garner better results when being seen by a play therapist or a child psychologist. Therefore, we recommend that the parent or guardian come for the first appointment prepared to speak with the counselor alone first and, based upon the information provided, ascertain if CONCERN will be a good fit for the therapeutic needs of your child. If a referral is recommended, then you will need to access your insurance and may have to pay out-of-pocket expenses.

No. As an employer you will get a quarterly report that shows how many employees/family members have been seen, but never any names or identifying information.

As the employer, you should first download the CONCERN FMR paperwork from our website. Please complete the paperwork thoroughly, providing as much information as possible related to the reason for the referral. On the paperwork, you will put a date by which the employee must contact CONCERN. Make sure you have emailed or faxed the signed paperwork to CONCERN prior to the employee calling to schedule an appointment. Also, make sure that you put all the necessary names on the release of information (ROI) for the individual(s) who will receive compliance updates from CONCERN. Anyone NOT listed on the FMR for release of information we will not be able to receive compliance updates on any individual. Also, we can neither confirm nor deny that any individual is being seen by CONCERN.

EAP is supposed to be brief, solution-focused therapy. Therefore, the goal is to see the client for the least amount of time needed to bring about a resolution for their issue. For some people that may take three sessions, for others it may take 12 or more sessions. Or the individual could have resolution for the initial problem and then another problem arises. For these reasons, CONCERN EAP does not state a certain number of sessions. As long as we can justify medical necessity, the client can continue to be seen at one of our Mid-South offices. For clients being seen by one of our affiliates outside of the Mid-South area we approve five (5) initial sessions. After those five sessions are completed, and if the affiliate provides documentation that more sessions are medically necessary, additional sessions are approved.

CONCERN provides training sessions for employees and employers on a variety of topics. Please view our training list and contact our Assistant Director 901-458-4000 to schedule a training session. We are also available to provide onsite support for Critical Incident Stress Debriefing (CISD). We can never plan for a crisis like the death of an employee, layoffs or an on the job accident. However with CONCERN as your EAP, you know that when something does happen you have immediate support available for your employees. You can call us 24/7 and we typically respond onsite in 24 hours or less. CONCERN is also able to be available for health fairs and new employee orientations, and we can help you create a wellness program for your company. CONCERN is available to consult with your management team when faced with difficult situations or employees. We will provide referral resources and information on just about any need from elder care to adoption. CONCERN will go the extra mile for you, so you and your employees don’t have to. If you are not sure if it is a service that we can provide submit a request. If we do not provide the service you need directly, we will connect you to a resource that can help you.

You can download our Affiliate Provider paperwork from our website, complete it and add any required documents. Once the application is completed email or fax it back to us.

All clients must call CONCERN to get approval to be seen by one of our affiliates. Once approved our office manager will send the counselor an authorization. If a client from CONCERN EAP comes into your office to be seen without an authorization, please call our offices immediately so we can provide you with an authorization. Our goal is to make sure the client is served and that our affiliates are able to be paid for the services rendered. In order to do that, the proper paperwork needs to be completed by all parties involved.

No. You must get prior approval for additional sessions in order to be paid for them by CONCERN EAP.

Not without prior approval. EAP is supposed to be brief solution focused therapy. The type of issues being addressed should not require the client to be seen twice a week or even every week. When you need that type of frequency you are looking at possibly needing a higher level care like an Intensive Outpatient Program (IOP). If you believe you have justification for needing to see them more often instead of referring them for a higher level of care, please submit a request. However, do not deviate from the approved frequency until your request has been processed and approved.