Frequently Asked Questions

What kind of computer or operating system do I need to use for Shepell programs?

Shepell software platforms and tools are designed to be used on the most commonly used personal computer's (PC's) and operating systems. Your computer will need to meet the following base requirements:

System Requirements:

  • Internet Explorer 8+
  • Mozilla Firefox 3.6+
  • Google Chrome 11+
  • Apple Safari 5+

Other Requirements:

  • JavaScript must be enabled in your browser.
Can you send me my password / my password won't work?
  • If you chose to create an account using the Shepell site:
    • Please click on the "forgot password" link and you will be directed to the Change Password Page. You will be prompted to validate the security questions you chose when you signed up for the site and a new email with the updated login link and password will be sent to you.
    • If you're getting a message that says that we have sent your password to your email address and you do not receive the email, check your email program safe list, junk mail folder or virus protection program to make sure that this program is on your safe list. Alternatively you can email the technical support provided on this site.
  • If you chose to create an account using an external source (Google/Facebook/Twitter, etc.):
    • Please go directly to your external source you chose to retrieve your password.
How do I change my password?
  • If you chose to create an account using the Shepell site:
    • Please click on the "forgot password" link and you will be directed to the Change Password Page. You will be prompted to validate the security questions you chose when you signed up for the site. If you answered the security questions correctly you will receive an email with the necessary instructions for re-setting your password.
    • If you're getting a message that says that we have sent your password to your email address and you do not receive the email, check your email program safe list, junk mail folder or virus protection program to make sure that this program is on your safe list. Alternatively you can email the technical support provided on this site.
  • If you chose to create an account using an external source (Google/Facebook/Twitter, etc.):
    • Please go directly to your external source you chose to retrieve your password.
How can Shepell's services help me?

Shepell provides professional, confidential support services including counselling, programs for help with common life issues and resources to employees and members of their immediate families. We can also give you the information, tools and insights you need to deal with minor issues in the present so they don't grow into more serious problems in the future.

Is the service confidential?

Yes. Our strict confidentiality policy and safeguards ensure that no one will ever know you've used Shepell's services unless you choose to tell them. This includes your employer and co-workers. Complete confidentiality is the foundation of our services.

Personal information is only ever provided to authorities when certain conditions—including threat of violence to oneself or others, child abuse or a subpoena—require Shepell to release it by law.

For more details please review our privacy policy found on this site.

How do I contact Shepell?

Call the Shepell Care Access Centre 24 hours a day, seven days a week to connect to caring and professional support. Your call is always answered by a professional Client Care Representative (CCR), never an answering service.

During your call with a CCR you can find out more about the services your program offers, make appointments for further consultation and if you're dealing with an urgent problem, access counselling. Furthermore, eligible organizations can access many services online through workhealthlife.com.

What are the ways I can receive support from Shepell?

Our goal is to ensure that you are provided with the service that will best meet your needs. Our unique model of service helps us to identify your needs and connect you to programs and services that will help you towards the road to better health and wellness. Our goal is to provide solutions in ways that meet both your clinical and lifestyle needs and may include connecting with a counselor in person, over the telephone, via wellness resources or online (via e-counselling or interactive support programs). Solutions may also include a wide range of services promoting a better work/life balance such as legal, financial, nutrition, naturopathic, and family support services.

Is the service bilingual?

Yes. Service is available in English and French.

Let us know at the time of your call and our language matching service will attempt to ensure you receive help in the language you're most comfortable with.

Who pays for Shepell services?

The cost of Shepell services is paid by your employer as a health benefit.

If my family member wanted to access this program, how would they go about doing so?

Family members who are eligible for Shepell services must access the program on their own. Why? Because your family member's right to confidentiality is just as important as yours. Please have them contact our Care Access Centre at 1-866-833-7690 or access many of our services online at www.workhealthlife.com.

Will Shepell provide service to my minor children without my consent?

Laws vary by province. Children under the age of 16 require a signed parental consent form to use Shepell services. Unless the law requires otherwise, services provided to children between age 16 and the local age of majority remain confidential. Because the successful resolution of a minor's problem often depends on parental support, Shepell counsellors usually encourage the minor to involve the parent(s).

Please refer to your benefit material for more information about your Shepell services.