How to Navigate Employee Assistance Program: Complete Guide

1. Watch Tutorial Video here

2. Access Guide Fyler here

Follow Step by Step Guide

Note: While the screenshots below show the desktop app, you can follow the exact same steps on your phone using the mobile app.

How does it works?

When you reach out, you’ll first connect with an intake counselor who will listen, understand your situation, and guide you to the right help. Depending on your needs, they may provide immediate support, connect you to a specialist, or schedule ongoing counseling sessions.

Accessing EAP Services

1. Open the Wellness Coach app.

2. From the home screen, scroll down to your employer’s name — just below, you’ll find a carousel of cards.

3. Tap the card titled “Employee Assistance Program (Personal and Confidential Support).”
   

   This will open the EAP Landing Page, where you’ll see: (Like image below)

• An overview of available support services:

• Call (Toll-Free): Speak with an intake counselor right away.

• Call (Charges Apply): Use this option if you’re calling from a different country or location than where you live.

• Meet Face-to-Face: Connect with an intake counselor through a secure video session.

• Chat: Get guidance on available services and appointment scheduling. Please note: this chat is for information only and not a counseling service. For professional support, use Meet Face-to-Face or Book a Session.

• Schedule an Appointment: If your situation can wait, choose a convenient time to meet with an intake counselor. *You’ll need to download an app for this option.

How to Call for Immediate Assistance

If you need help right away, you can call directly from the EAP page:

• Simply tap the phone number shown on the screen to start your call.

• Choose Toll-Free if you’re calling from your home country.

• Choose Charges Apply if you’re calling from a different country or location.

You’ll be connected with an intake counselor who will provide immediate support and guide you through the next steps.

How to Schedule an Appointment:

1. On the EAP page, go to the Scheduling tab.
   

2. Follow these simple steps to book your session:

   • Personal Information: Enter your basic contact details.

   • Counselor Preferences: Choose your language, preferred expertise, and time zone.

   • Date & Time: Pick a date and one or more available time slots.

   • Preferred Counselor: Select an available counselor for your chosen slot.

   • Review & Confirm: Double-check your details and confirm your booking.

✅ You’ll then receive a confirmation email from WPO with your appointment details.
If you selected a video call, the email will include a link to the Balancy app.

Once confirmed:

• You’ll join the session via phone or the Balancy app.

• Your counselor will follow up within 48 hours with details about ongoing support.

• Any future sessions will take place through your counselor’s preferred platform (Zoom, Teams, Roam, etc.).

• After your sessions, you’ll be invited to complete a short feedback survey from WPO.

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  How to Connect by Video Call

  If you’d like to talk to a counselor face-to-face right away:

  1. On the EAP Landing Page, select the Video Call tab.
     

  2. The first time you use it, you’ll register with WPO by entering your phone number.
     

  3. You’ll see a quick preparation screen to check your camera and microphone.

  4. Tap I’m Ready to Connect to start.

  5. You’ll be connected with an available counselor within 2 minutes.
     

  When your session is finished, simply close the video — your counselor will follow up if needed.

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  How to Chat Option

• Please note: this chat is for information only and not a counseling service. For professional support, use Meet Face-to-Face or Book a Session.
  

   

• Prefer to chat instead of calling?

  1. Go to the Chat tab on the EAP page.
     

  2. Register with WPO if you haven’t already.

  3. Once connected, you can start chatting directly with a counselor for real-time support.

  NOTE: Every EAP option is completely confidential and designed to help you get the support you need, anytime, anywhere.
  
  

Other Helpful Links:

• Balancy App for EAP Services

Support

Live Video Support
Schedule a live support session with our team for real-time, face-to-face help whenever you need it.
Learn more about how to book
[Book live support]

Email Support
Reach out to support@wellnesscoach.live for assistance. This contact is also available directly inside the app. Responses may take up to 24 hours.
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