Frequently Asked Questions

1. What is an EAP?

The professional association for the Employee Assistance industry defines EAP as a worksite-based program designed to assist (1) work organizations in addressing productivity issues and (2) "employee clients" in identifying and resolving personal concerns, including, but not limited to, health, marital, family, financial, alcohol, drug, legal, emotional, stress, or other personal issues that may affect job performance. In addition, an EAP may offer additional services to help with the complexities of daily living. These may include legal and work/life services. Learn more about Employee Assistance Programs.

2. What does FIRSTCALL EAP offer?

FIRSTCALL offers a variety of services to help employers and their employees deal with situations that affect their performance at work or at home. Our customized plans may include the following services: short-term counseling, eldercare and childcare resourcing, legal and financial resources, health advocacy services, employee training, health risk assessments, wellness coaching, nurse hotline, and organizational development. Please see Services for a description of FIRSTCALL’s full range of services.

3. Who is eligible?

FIRSTCALL’s EAP program is an employer-sponsored service that covers the employees of our customer companies as well as all household members. Additionally, dependents who are full-time students are covered up to age 25, no matter the location.

4. How does the FIRSTCALL program work?

All of FIRSTCALL’s services can be accessed via our toll-free number. Keeping the program simple and easy to use will improve your satisfaction with the program, and will more easily connect you to the services you need. Upon contacting FIRSTCALL, you will speak with a “live” counselor who will assess your situation and help make the appropriate referral. For more about making an appointment, click here. In addition, many non-counseling services may be accessed through our website or via telephone.

5. In what areas does EAP help?

FIRSTCALL EAP can help individuals who experience difficult or stressful situations in their lives due to factors at work or at home. For problems with stress, anxiety, depression, substance abuse, relationship difficulties, health concerns, legal or financial difficulties, childcare or eldercare needs, FIRSTCALL can offer services which may help you to resolve those problems. Click here for a list of sample issues.

6. What services are available for Managers/Supervisors?

FIRSTCALL’s covered services include unlimited telephonic support to managers and supervisors. FIRSTCALL EAP counselors may coach the manager/supervisor to appropriately handle difficult situations. Manager referrals to the EAP are recommended when an employee’s issues have impacted his/her job performance.

7. Are EAP’s cost effective?

An EAP’s early intervention and referral service has been shown to be effective at reducing the cost of treatment under a medical plan. Keeping claims under the medical plan low results in a lower medical plan premium at renewal. As the cost of the medical plan far exceeds the cost of the EAP program, studies have estimated that for every $1 spent on an EAP program results in a $3 savings in other employee benefit programs.

8. How is FIRSTCALL’s EAP program different?

FIRSTCALL has developed an integrated program that offers our customers referrals to many of our service areas with a single phone call. For example, should a customer require information on nursing homes for a parent, legal and financial services will also be offered to assist with the original presented issue. With a single phone call, users can access a wide variety of services.

9. Who owns FIRSTCALL?

FIRSTCALL is a non-profit wholly-owned subsidiary of Main Line Health System, a five-hospital health system located in the western suburbs of Philadelphia. EAP services have been our only business since 1985. Backed by the rich healthcare resources of our parent company Main Line Health, FIRSTCALL delivers a superior quality service to our customers.

10. How should I contact FIRSTCALL?

Call 1.800.382.2377 to contact us for any reason. For a specific need, such as billing or fax numbers, check out our Contact Us page.

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©2010 Main Line Health. By using This Web site, you accept these terms of use. Please read our privacy statement. The Web site for Main Line Health, its contents and programs, is provided for informational and educational purposes only and is not intended as medical advice nor is it intended to create any physician-patient relationship. Please remember that this information should not substitute for a visit or a consultation with a health care provider. The views or opinions expressed in the resources provided do not necessarily reflect those of Main Line Health or its staff.

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