A practical guide brokers can use to help clients navigate renewals, upgrades, or vendor selection
Employee Assistance Programs can vary widely in quality, structure, and outcomes. For HR leaders and executives evaluating EAP options during a renewal or RFP process, knowing how to assess vendors critically is key to choosing a solution that truly supports employees and aligns with the organization’s goals.
As a broker, you can guide your clients through this process by focusing on the evaluation criteria that matter most.
Key Evaluation Categories
1. Access & Convenience
Employees are more likely to use an EAP that’s easy to access. Ask:
| What access options are available? (phone, app, chat, in-person, virtual) | |
| Is 24/7 live support available with immediate response? | |
| Can family members use the service? | |
| Is support available in multiple languages? |
2. Breadth of Services
Modern EAPs should offer more than just short-term mental health counseling. Look for:
| Legal and financial support | |
| Work-life assistance (childcare, elder care, daily living) | |
| Life coaching and wellness resources | |
| Crisis response and critical incident management | |
| HR consultation and leadership support |
3. Reporting & Data Insights
Utilization is only one part of the story. Strong reporting should include:
| Clear data on usage, service types, and access channels | |
| Trends and benchmarking against similar industries | |
| Manager referrals and repeat user analysis | |
| Actionable insights and recommendations |
4. Communication & Engagement
The best EAP won’t matter if no one knows about it. Ask:
| How does the vendor support EAP promotion year-round? | |
| Do they offer toolkits, campaigns, or custom materials? | |
| Is there onboarding support for new hires and managers? | |
| Are there engagement benchmarks and goals? |
5. Integration & Culture Fit
Consider how well the EAP will align with the client’s culture and other benefits. Look for:
| Tailored support by industry or workforce type | |
| Compatibility with remote or hybrid workforces | |
| Ease of integration with intranet, wellness programs, etc. |
What to Ask During Vendor Interviews
Help clients go deeper than surface-level presentations. Here are the questions HR leaders should be encouraged to ask:
| “What percentage of our population typically uses your EAP?” | |
| “How do you help clients increase engagement over time?” | |
| “Can you walk us through a real report and explain what to look for?” | |
| “What support do you provide to HR and managers beyond employee services?” | |
| “How do you ensure cultural inclusivity and language accessibility?” | |
| “What does your onboarding and implementation process look like?” | |
| “Can you share client references in our industry?” |
Red Flags to Watch For
| Low engagement rates with no clear strategy to improve them | |
| Lack of communication tools to promote the benefit effectively | |
| Minimal service offerings limited to a hotline or basic counseling | |
| No manager or leadership support outside of employee counseling | |
| Vague or hard-to-interpret reporting | |
| No customization or flexibility based on client workforce or goals | |
| Infrequent contact or support once the program is launched |
Bottom Line for Brokers
This guide positions you as a trusted advisor, not just a product messenger. Use it to help clients ask the right questions, avoid common mistakes, and choose an EAP that delivers real value—not just basic coverage.