Technical Terminology

The client application must collect the member's preferred counseling modality and submit it as part of the intake request.

Allowed values:

• telephonic
• virtual
• in_person

The client application must collect the member's primary area of support.

Allowed values:

1. Grief/Loss
2. Relationship/Family Concerns
3. Adjustment/Change
4. Stress
5. Workplace Concerns
6. Addiction Concerns
7. Anxiety
8. Depression
9. Emotion Regulation
10. Self Growth

The client application must collect responses to the following risk assessment questions before proceeding with intake or scheduling.

Classification Rule

If any response = Yes, the case must be classified as High Risk.

State Management — High Risk

When a High Risk condition is detected, the client application must enter a blocked state immediately. The intake or scheduling flow must not continue.

Required blocked-state message (render with dynamic organization values):

Thank you for answering. To complete your request, please call our 24/7 support line now:

{Emergency Phone Number by Country}

Support is moments away.

If you are experiencing suicidal thoughts, homicidal thoughts, or domestic violence, please call us at {Emergency Phone Number by Country}. If you are experiencing a life-threatening situation, please call emergency services or go to the nearest emergency room.

In-App Scheduling requires the client application to collect the member's location before querying provider availability.

When country is United States, state must be one of:

• All 50 U.S. states
• Puerto Rico
• U.S. Virgin Islands

U.S. values must use USPS two-letter abbreviations (e.g., CA, NY, TX, PR, VI).

Provider Query

The system takes into account providers availability and licenses as follows:

• Domestic (U.S.): Backend queries self-scheduling providers whose licensed state matches the state selected by the member.
• International: Backend queries self-scheduling providers located in the country selected by the member.

Provider Profile — Required Display Fields

The API returns the following provider attributes. The client application must display all listed fields:

Booking Rules — System Validation Constraints

The client application must enforce the following scheduling constraints:

Example 1: Provider availability from 9:00 AM–1:00 PM

• 9:00 AM – 9:45 AM
• 10:00 AM – 10:45 AM
• 11:00 AM – 11:45 AM
• 12:00 PM – 12:45 PM

Example 2: Provider availability from 2:30 PM–4:30 PM

• 2:30 PM – 3:15 PM
• 3:30 PM – 4:15 PM

No Available Appointment Handling

If the availability API returns no appointment slots matching the member's preferences, the client application must seamlessly fall back to submitting an intake request without scheduling data (see Stand-Alone Intake). This routes the member to the internal provider matching team, who will connect the user with a provider outside of the In-App Scheduling system.

The client application must collect PHQ-9 and GAD-7 survey responses and submit them with the intake request. These responses are stored for clinical context and help determine the risk severity of a case.

Note: Risk-based handling of survey results (e.g., classifying a member as high risk and redirecting them to the blocked page) is not currently enforced and will be implemented in a future phase.

GAD-7 Survey Format

Response values (all GAD-7 questions 1–7):

Questions:

1. Feeling nervous, anxious, or on edge
2. Not being able to stop or control worrying
3. Worrying too much about different things
4. Trouble relaxing
5. Being so restless that it is hard to sit still
6. Becoming easily annoyed or irritable
7. Feeling afraid, as if something awful might happen

PHQ-9 Survey

Response values (PHQ-9 questions 1–9):

Questions:

1. Little interest or pleasure in doing things
2. Feeling down, depressed, or hopeless
3. Trouble falling or staying asleep, or sleeping too much
4. Feeling tired or having little energy
5. Poor appetite or overeating
6. Feeling bad about yourself — or that you are a failure or have let yourself or your family down
7. Trouble concentrating on things, such as reading the newspaper or watching television
8. Moving or speaking so slowly that other people could have noticed, or the opposite — being so fidgety or restless that you have been moving around more than usual
9. Thoughts that you would be better off dead or of hurting yourself in some way

PHQ-9 Question 10 (Functional Impact):

The client application must collect the following member information before submitting an intake or scheduling request.

Personal Information

State Management — Under 18

If the member is under 18 years old, the client application must enter a blocked state immediately. Parental consent is required to provide counseling to a minor.

Required blocked-state message (render with dynamic organization values):

Thank you for answering. To complete your request, please call our 24/7 support line now:

{Emergency Phone Number by Country}

Support is moments away.

If you are experiencing suicidal thoughts, homicidal thoughts, or domestic violence, please call us at {Emergency Phone Number by Country}. If you are experiencing a life-threatening situation, please call emergency services or go to the nearest emergency room.

Identity Information

Member Details

Contact Information

Address Information

Legal Acceptance

The success page message must vary based on the flow used. The client application must render the appropriate message exactly as defined below, with values rendered dynamically based on organization-specific configuration.

Note: All success page messaging may be overridden by values defined in the organization's internal Custom Success Message Settings. If custom messaging is configured, the client application must render the organization-provided content instead of the default messages below.

In-App Scheduling — Default Success Message

Displayed after an In-App Scheduling request is submitted.

Your appointment request has been received!

Please allow up to 48 hours for your clinician to confirm your appointment. You will receive a confirmation or follow-up via email.

If you do not hear back within that time, feel free to reach out to us at eapsupport@myeap.io

Note: This service is not intended for emergencies. If you are in crisis, please call our 24/7 hotline at {emergency_phone_by_country}.

Stand-Alone Intake — Default Success Message

Displayed after a Stand-Alone Intake request is submitted (the API payload name is Intake).

Your request has been received!

Please allow up to 48 hours to hear back regarding your request. You will receive a confirmation or follow-up via email.

If you do not hear back within that time, feel free to reach out to us at eapsupport@myeap.io

Note: This service is not intended for emergencies. If you are in crisis, please call our 24/7 hotline at {emergency_phone_by_country}.

Organization-configurable intake settings are managed on the backend and delivered to the client via the API. The client application must inspect the API response for these configuration values and dynamically render the corresponding UI elements when present.

Configuration Inheritance

Intake customizations can be configured at either the parent or child organization level:

• Parent-level settings apply to all child organizations by default.
• Child-level settings override parent configurations and apply only to that specific organization.

Custom Success Messages

When a custom success message is configured, the client application must render the organization-provided content instead of the default messages defined in Success Page.

Custom Modality Message

When present, the client application must render this banner before the member selects a counseling modality.

Custom Intake Questions

The API supports organization-level configuration for additional intake UI elements. When returned by the API, the client application must render each custom question dynamically.