TELUS Health One FAQs

TELUS Health One (previously called LifeWorks) is an employee assistance program funded by the Law Society that offers free, confidential, 24/7 support for issues related to mental, physical, social and financial well-being for articled students, lawyers and their immediate families.

Services include confidential consultations, access to information and resources, connections to community agencies and supports and referrals to counselling.

TELUS Health can help you find confidential support and resources for a wide range of issues, including:

• Depression, anxiety and other mental health issues
• Problematic substance use
• Physical wellness
• Eldercare and childcare
• Sleep issues
• Personal finance concerns
• Time management
• Workplace challenges

No issue is too big or too small. You can contact TELUS Health for advice, support, resources and referrals to help you manage any challenge or concern, whether personal or professional.

You do not need a diagnosis or to specify what you need, as TELUS Health professionals can help to determine what support services may be most helpful for you.

You can call TELUS Health One 24/7 to connect with an advisor that is knowledgeable about their services and can refer you to support and resources. You can also access a range of resources directly through the TELUS Health One website and app.

• Online resources: Access to an extensive library of online well-being tools, information and resources, including over 8,000 articles, toolkits, podcasts, infographics and e-books.
• Counselling services: Immediate access to free, confidential counselling by phone, in-person, virtual group conferencing, by chat or by live video.
• Referrals to community support services: Connections and referrals to resources and agencies in your community who can help you manage any issue you may be experiencing.
• Workplace training: Access to customized training on a range of topics, including workplace mental health and resiliency.

Contacting TELUS Health One is easy and confidential. There are three ways to contact them 24 hours a day, 7 days a week:

1. Call the toll-free number 1.888.307.0590 for a confidential in-person call
2. Log in to learn more about the services TELUS Health One provides, including website materials and access to a confidential online chat or in-person call (see details in the Member Portal).
3. Download the free app on Android or IOS and simply search for “TELUS Health One.” Once downloaded, open the app, click on “log in” and enter your username and password (see details in the Member Portal).

TELUS Health One advisors and counsellors maintain strict confidentiality, except where disclosure is required by law (e.g. release of documents is required by a court order, if a counsellor identifies that there is an imminent risk of harm to self or others, child abuse).

No one at the Law Society or your workplace will know you have contacted TELUS Health One or used its services unless you tell them.

You are no longer required to login into TELUS Health One through the member portal. You will not be asked to provide your membership number to advisors or counsellors. You will not be required to disclose your use of TELUS Health One to the Law Society at any time.

TELUS Health One prioritizes confidentiality, including ensuring that there are no back-to-back in-person counselling appointments with others from your organization and that all email or phone contact is discreet, including non-identifying emails and voicemails.

TELUS Health One's online services and programs are secure and password protected.

When you call or use the online chat function via the website or app, a TELUS Health One advisor will be your first point of contact. Advisors are trained to quickly evaluate your needs and connect you with appropriate services and/or resources to address your issue.

The advisor will open a confidential file and ask you a series of questions, including your name, date of birth, and information about your concern or issue. The advisor will make a preliminary assessment of the level of care or support that may benefit you. This information will not be shared with the Law Society.

If you are seeking counselling, the advisor will match you with a counsellor within TELUS Health One's network of professionals that has specialized training most appropriate for your circumstances.

All counsellors affiliated with TELUS Health One are highly qualified and carefully screened. Many counsellors have PhDs and MDs. Minimally, all counsellors are required to have a Master’s degree in psychology, social work, educational counselling or other related fields.

In urgent situations, you can be connected to a counsellor by phone immediately. In-person appointments can be arranged the same day.

For non-urgent issues, you will have access to specialized counselling services within two to three business days.

TELUS Health One’s counsellors apply a short-term, solution-focused counselling model. Your counsellor will determine the appropriate counselling plan for you. Typically, no more than ten sessions are provided.

If your issue is ongoing in nature, your counsellor will work with you to determine what longer-term support you may need and make appropriate referrals to community resources.

You can access counselling for each individual issue you are experiencing.