FAQs for Individuals
How do I know what program I’m covered under?
How confidential is this service?
After your signed consent form is returned by your counsellor, subsequent communications never include your name or other identifying information. Instead, a confidential client coding system is used to protect your privacy. Details on the nature and content of your counselling sessions cannot be shared with anyone without your written consent, which you can revoke at any time.
Your counsellor is governed by their professional association’s code of conduct and ethics requirements, which are in place to protect your privacy.
Arete is, however, legally and ethically obligated to divulge certain information under special circumstances. Under provincial and Canadian law, confidentiality cannot always be maintained in instances where it is determined that you may present risk of harm to yourself and/or others, disclose child abuse, or if your file is requested by a court order.
Please note that on occasion, your employer may be provided with high level, program usage reports. These reports never include any information that could be used to identify individuals. In fact, if there is any risk of exposure at all, we simply don’t issue them. Your privacy comes first.
I’m concerned that my employer will find out I’m going for counselling and hold it against me. Should I be worried?
Congratulations on deciding to access this support. You’re not alone if you are struggling with issues affecting your sense of well-being. For example, every year one in five Canadians will find themselves facing issues that impact their mental wellness.
Your employer knows stress and responsibilities can sometimes affect productivity, which is why they added an Employee or Member Assistance Program to your group benefits package. It’s there for you to use. They want you to use it.
How many hours of counselling can I access each year?
Employees or members covered by the Arive® assistance program, for example, are provided with up to twelve hours of counselling each calendar year and also have access to additional consultation hours for personal legal, financial, nutritional and other issues.
The majority of our clients find that after just a few sessions they have the tools they need to address the issue at hand. We have excellent, professionally trained counsellors who will help you develop practical strategies.
During your sessions, you and your counsellor will discuss your progress and in the rare case where additional time might be needed, we will do our best to arrange it.
I just don’t think my counsellor “gets” me. I’ve seen him twice now and he keeps diverting sessions toward subjects I’d rather not discuss. Can I work with someone else instead?
But before you do, ask yourself why you are feeling uncomfortable. A counsellor will sometimes ask us to look at areas of our lives they suspect may be the root cause of a symptom. A good counsellor is there to listen, but is also highly trained to help us move forward by dealing with matters that may be uncomfortable.
Can I get help for problems with my son? His behaviour is affecting the whole family and something has to change!
It’s best to speak with one of our highly trained Arete® staff to explain what’s going on. They are very good at helping determine the right approach and will set you up with the best counselling arrangement possible.
Besides personal counselling and consulting on legal, financial, nutritional and other concerns, what other support do you provide?
We recommend reputable websites with content based on thorough research. For example, the Mental Health Commission of Canada and the Canadian Mental Health Association are great places to start when looking for more information about mental wellness. You can trust what you learn there.
We use these and other reputable associations as sources for our Life and Work Blog content and Health Sense bulletins. These resources offer practical views and suggestions on how to deal with common—and some uncommon—situations.
If you’re covered by one of our Employee Assistance Programs (EAP) or Member Assistance Programs (MAP), you and your family members have a place to turn if you need help.
Simply call us and you’ll be connected with confidential, professional guidance at no cost to you. Make the call. You’ll be glad you did.