When a client asks you to explore whether to keep their current Employee Assistance Program (EAP) or consider alternatives, they’re looking for more than a quote—they’re expecting informed, strategic guidance.
The role of the EAP has evolved. It’s no longer just about counseling sessions—it’s about access, engagement, digital tools, and measurable results. Whether your client is a school district, municipality, hospital, or private company, use the following ten tips to lead a thoughtful evaluation process:
1. Clarify What the Client Needs Most
Start by identifying the primary goals. Are they looking to improve employee well-being? Reduce turnover? Modernize access to care? Or simply compare pricing? Understanding the intent will help prioritize what to assess.
2. Focus on Outcomes, Not Just Services
An EAP should offer clear value. Ask vendors how they measure success—are they tracking usage, satisfaction, speed to care, and organizational outcomes like reduced absenteeism or manager referrals?
3. Evaluate Access to Care
Modern EAPs offer multiple access points: phone, chat, video, and mobile app. Consider how quickly employees can reach someone, and how easy it is to book a session or request help.
4. Ask About Virtual and In-Person Options
Does the EAP provide virtual counseling and onsite support? For clients that operate in multiple locations or hybrid environments, flexibility in service delivery matters.
5. Review Scope of Services
Go beyond the number of sessions. Evaluate whether the EAP includes services like life coaching, financial and legal consultations, work-life support, leadership training, wellness coaching, and crisis response.
6. Consider Member Engagement and Promotion
The best EAP won’t have an impact if no one uses it. Ask vendors how they promote the program to employees year-round—do they provide customizable flyers, videos, toolkits, or campaigns?
7. Understand the Digital Experience
Mobile-friendly platforms, AI chat support, self-guided therapy, and self-scheduling are becoming standard. Review the vendor’s app or portal to see if it’s intuitive, accessible, and built for today’s workforce.
8. Examine Reporting and Utilization Data
Does the EAP provide clear, actionable reports? Are they able to deliver utilization summaries, member feedback, and program performance insights on a regular basis?
9. Assess Clinical Standards and Provider Network
Ask about the credentials of their counselors, how cases are triaged, and what happens in high-risk situations. For clients with diverse populations, consider whether the provider network reflects that diversity.
10. Compare Total Value—Not Just Price
Two programs may look similar on paper but vary dramatically in impact. Consider the total value: accessibility, services, technology, training, reporting, and partnership—not just session limits or PEPM rates.
When clients ask about their EAP options, they’re often asking a bigger question: Are we giving our people what they really need to thrive? By using a structured, outcome-focused approach, brokers and consultants can help ensure the EAP aligns with both workforce needs and organizational goals.