What you don’t know about your employee assistance program

On one of the top floors of a non-descript building in downtown Toronto, Morneau Shepell Ltd.’s care access centre representatives are fielding intake calls, the first step in helping Canadian employees get help through their employee assistance program. Visually, it’s a typical call-centre environment, but the “magic happens on the phone,” says Lynn Pike, vice-president of contact centres, intake and clinical services. The company has 2,500 counsellors at its six call centres across Canada. They’re available day and night and can provide services in 146 languages while answering about 600,000 calls each year.

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