A broker’s guide to helping clients and their teams understand the employee EAP experience from first contact to follow-up
One of the most common barriers to EAP engagement is fear of the unknown. Employees and HR leaders alike often don’t know what to expect when someone reaches out for help—which can lead to hesitation, confusion, or underuse.
This guide offers a transparent, step-by-step explanation of what happens behind the scenes when an employee uses the EAP. As a broker, you can use this to demystify the experience and help clients build trust with their workforce.
Step 1: First Contact – How Employees Reach Out
Employees can initiate contact with the EAP through multiple channels:
- 24/7 phone line
- Mobile app or text-based chat
- Online portal or live web form
- Direct email or case intake (in some models)
Sample Language for HR:
“You can call or message the EAP anytime—24/7. A real person will answer, and you don’t need to go through HR.”
Step 2: Intake and Issue Identification
The intake specialist asks:
- What’s going on, in simple terms
- What kind of support the employee is seeking
- Any preferences for language, location, or modality (in-person, virtual, phone, etc.)
- Timing needs (e.g., urgent, flexible)
All conversations are confidential, and no personal information is shared with the employer.
Sample Intake Script:
“Thanks for calling. Can you tell me a bit about what’s been going on? We’ll match you with someone who can help—at no cost to you.”
Step 3: Matching and Scheduling
Based on intake:
- The employee is matched with a counselor, coach, or resource expert
- Appointments are typically scheduled within 1–5 business days (often sooner for urgent needs)
- The employee chooses the format: video, phone, in-person (if available)
What HR Leaders Should Know:
- Employees don’t need to use PTO to attend EAP sessions
- Household members are eligible in most programs
Step 4: The Session(s)
EAP sessions are short-term, solution-focused, and free of charge. Common focus areas include:
- Stress and burnout
- Relationship issues
- Financial concerns
- Grief and loss
- Parenting and caregiving
Most employees resolve their issue within 3–6 sessions. If more support is needed, the EAP provides referrals.
Step 5: Referral or Closure
If additional care is needed, the EAP helps:
- Transition the employee to a provider in their medical plan network
- Connect them to a community resource
- Set goals for ongoing wellness or coaching
Employees can return to the EAP for different issues throughout the year.
Optional: Manager Referral Workflow
- Manager observes signs of distress (e.g., absenteeism, performance changes)
- Manager suggests the EAP as a resource: “You don’t have to go through this alone.”
- Employee contacts EAP directly—no manager follow-up needed
Final Word for Brokers
Helping clients understand what actually happens when someone calls the EAP increases confidence, reduces stigma, and encourages real usage. Share this walkthrough during open enrollment, manager trainings, or HR onboarding refreshers.