A quick-hit checklist for brokers and consultants in high-stakes, time-sensitive conversations.
When your client asks, “Can you take a quick look at this EAP provider and let me know what you think?”—you don’t always have hours to dig in.
That’s where this checklist comes in.
Use it to quickly assess whether a provider is credible, modern, and aligned with your client’s goals — especially when the clock is ticking.
1. Do they offer 24/7 access to live clinical support?
If not, it’s a red flag. Mental health needs don’t keep business hours.
Ask: “Can employees speak to a live counselor anytime, day or night?
2. How easy is it to schedule counseling?
Modern EAPs allow self-scheduling online or via app—without a phone call.
Ask: “Can employees book their own sessions digitally, or is it phone-based only?”
3. What digital tools are included?
Look for features like:
- Guided iCBT programs
- Self-assessments
- On-demand video and article libraries
Ask: “Beyond live counseling, what resources can employees access on their own?”
4. Is there real-time triage support?
AI or smart digital intake tools are now a standard part of the user journey.
Ask: “How do you help employees figure out what kind of help they need and where to go?”
5. What’s included beyond mental health?
Work-life services like legal, financial, caregiving, and concierge support should be part of the package.
Ask: “What non-counseling services are included, and are they available to family members too?”
6. How are utilization and impact measured?
If they can’t show engagement metrics, red flag.
Ask: “What data do you provide on usage, satisfaction, and outcomes?”
7. How is the EAP promoted year-round?
If the answer is “we give a brochure,” that’s not enough.
Ask: “What kind of communications, campaigns, or digital assets do you provide to drive engagement?”
8. Do they support leadership, too?
Modern EAPs offer training, consultations, and critical incident response for managers and HR teams.
Ask: “What resources do you offer for leaders and organizational health?”
9. Can they flex for different populations?
First responders, educators, unions, and shift workers need tailored support.
Ask: “How do you customize support for high-need or high-stress populations?”
10. Do they sound like a partner—or just a hotline?
You’ll know it when you hear it.
Ask yourself: “Is this provider focused on outcomes and experience—or just ticking boxes?”