EMPLOYEE ASSISTANCE PROGRAM

1. When you call, you will be connected to a representative.  Expect to be on the call about 20-30 minutes.  During the call you will encounter the following:

• Questions regarding name, DOB, and the company you are affiliated with. In this case, it is Alliance College-Ready Public Schools.

• The rep will then create a profile for you. 

• Prior to proceeding, the rep will inquire about safety and immediate needs for assistance. 

• They will ask if you are currently experiencing suicidal thoughts or thoughts related to self-harm or harming others. 

  • If you answer yes to any of these questions, it is very likely that the process will end and that you will be connected to emergency services for immediate support.

• If you are currently safe and not in need of immediate support, the rep will then ask about concerns for substance use.

• Next, they will ask about the area of concern that you are hoping to address (depression, anxiety, substance use, etc.). 

• You will then be provided with two options:

  • Option #1: 

    • The rep will compile a list of providers.

    • These providers have partnerships with NYLGBS. 

    • The rep will inquire of your home address.

    • The list will have providers within a 15 mile radius of your home address. 

    • The list can be faxed or emailed to whatever email address you provide.

  • Option #2: 

    • The rep will submit a “Customer Service Request,” on your behalf.

    • The list of providers is the same.

    • Primary difference with this option, is the NYLGBS rep taking the extra step to contact providers on your behalf. 

    • They will gather information about a provider’s availability and then share that information with you.

      • You still have to make the final contact to set the appointment.

      • This option can eliminate some barriers such:

        • Sifting through the list of providers

        • Trying to make a decision on who to contact

        • Taking time to contact each provider about their availability.

2. Once you choose an option, the rep will proceed accordingly.

• If you chose Option #1:

  • The NYLGBS representative will send a test email to the email address you provided. It may be a good idea to ensure you have immediate access to this inbox.

  • Once you confirm receipt of the email, an additional email will be sent (you may receive a third email that is identical to the second).

• If you chose Option #2:

  • You will have to give NYLGBS time to act on your behalf. 

  • Reach out if you haven’t heard back from them in a few business days.

• The call will end with the rep asking if you need any additional assistance or if you are interested in materials that may be helpful until you connect with a provider.

3. Following the phone call with the representative, you will receive an email (or two) from Cigna. 

• Both will have a link that takes you to a sign-up page for a Cigna portal. This is where the list of providers will be sent. 

• You will need to create an account for the Cigna portal. Once you create the account, you may need to exit out and click the link in the original email, to enter the portal.

• Once you’ve made it into the portal, you should already have 2 emails from Cigna.

  • They will contain information regarding the list of providers and an Authorization Code.

  • The code is very important! You must provide this code to the provider, to ensure you are not billed for the services.

  • Additionally, if you choose to switch providers after starting, you will need to obtain a new authorization code.

Don't forget that Alliance's health insurance plans also cover behavioral health services, including counseling.  If you intend to utilize counseling long-term, you may ask the EAP representative to assist you with finding a provider that is also in your health insurance network. If you need help accessing care under your health plan, please contact us at hr@laalliance.org.