A broker’s guide to addressing key client concerns about EAPs with clarity and confidence
HR teams and leadership often come to brokers with recurring questions about EAPs—especially as mental health becomes a more frequent topic in benefit discussions. This FAQ library offers clear, ready-to-use responses brokers can provide to clients navigating EAP evaluation or renewal.
Use these answers in meetings, proposals, RFPs, or client emails.
Q: Is EAP usage confidential?
A: Yes. EAP services are 100% confidential. No information is shared with the employer about who uses the EAP or why, unless the employee gives written consent or it involves a safety risk. Confidentiality is protected by law and by the EAP provider’s internal protocols.
Tip for Brokers: Always recommend including this language in all EAP communications to reassure employees and HR teams alike.
Q: What if someone needs more than the allotted EAP sessions?
A: EAPs are designed to provide short-term support (usually 3–6 sessions per issue). If additional care is needed, the EAP can help transition the individual to long-term care through their medical plan or a community resource. The EAP acts as a front door—not a final destination—for care.
Tip for Brokers: Remind clients this transition process is designed to be seamless and supportive, with no disruption in care.
Q: Can we customize support for our industry or workforce type?
A: Many EAPs offer customization options, including communication materials, management consultation, crisis response, and reporting tailored to your industry. Whether you’re in healthcare, education, public safety, or manufacturing, the EAP can adjust its support to meet the unique needs of your workforce.
Tip for Brokers: Help clients ask for industry-specific engagement plans or critical incident protocols as part of onboarding.
Q: What services are included beyond counseling?
A: Most modern EAPs include legal and financial consultations, work-life resources (like help finding child care or elder care), life coaching, wellness tools, and support for family members. Many also offer mobile apps, text-based support, and digital self-guided tools.
Tip for Brokers: Use a “EAP Services Snapshot” one-pager to visually break this down for clients and employees.
Q: How can we make sure employees know about the EAP?
A: Consistent promotion is key. Best practices include:
- Quarterly email reminders
- EAP posters or digital signage
- Including EAP info in onboarding and all-hands meetings
- Empowering managers to mention it during 1:1 check-ins
Tip for Brokers: Offer ready-made templates for clients or ask their EAP vendor for promotional materials.
Q: How do we measure if the EAP is working?
A: Key indicators include utilization trends, service mix (counseling vs. legal/financial), manager referrals, and employee feedback. Some clients also track absenteeism, HR escalations, and employee satisfaction over time.
Tip for Brokers: Offer to review utilization reports with clients and translate the data into actionable insights.