Make EAP Great Again: 10 Tips to Find a Robust EAP Partner

November 6, 2017      |      Posted on Posted in In the News
Make EAP Great Again: 10 Tips to Find a Robust EAP Partner

The EAP is in the middle of a major identity crisis. Crippled by the stigma of baked-in programs and health care giant price wars, the deep-rooted purpose of employee assistance programs is lost and buried. EAPs have been stripped down, thrown in and forgotten in the benefit puzzle.

Yet at the same time, businesses are facing rising health care costs, mental health claims, and workers’ comp claims; high rates of absenteeism and turnover; and major challenges in risk management and critical incident response. Now more than ever, there is a strong business need to have an engaged EAP partner to proactively address new workplace issues.

While EAPs have been around longer than nearly any other employee support program, long gone are the days of old-school EAPs plagued by an ‘onsite’ counselor in the ‘not-so-confidential’ office down the hall. More evolved and engaged EAPs of today are offering a full spectrum of nontraditional benefits, from robust financial wellness programs to unlimited pet parenting referrals, critical incident response and performance management support. And when it comes to those all-important mental health benefits, forward-thinking EAPs are offering convenient video chat clinical sessions, life coaching, and total well-being support.

When choosing or renewing an EAP contract, it pays to look closely at what is being offered, because not all EAPs are the same. There may appear to be “free EAP” options, but many often cut primary services and value to drive down costs, and create blatant barriers to program access to limit utilization. Watch for fine-print limitations and exclusions, added fees for services, and check employee utilization rates. Here are ten questions to ask when choosing an EAP provider:

1. How and when can employees access the program? What kinds of technology are available?

A strong EAP partner should offer 24/7 program access 365 days of the year via phone, online chat, and text from any device and location. It should provide a resource-rich website and mobile app, and should be constantly evolving to take advantage of new technologies.

2. Will a dedicated account management team be assigned?

Many EAPs have abandoned dedicated account management altogether as a strategy to limit utilization and program costs. An engaged EAP partner however, will provide a highly experienced account management team including clinical experts, training leaders, and marketing and communications specialists. These team members partner with the employer to maximize the EAP’s effectiveness, support company goals and achieve measurable results.

3. Describe your approach to managing critical incidents.

Are onsite Critical Incident Stress Debriefings (CISDs) and crisis communications provided at no additional fee? When a natural disaster, national tragedy, or workplace incident occurs, the right EAP partner can be an invaluable resource. Look for a partner who will provide immediate and proactive outreach to all affected locations; rapidly compile and share relevant emergency resources; offer crisis outreach messaging across social media; and deliver a full suite of critical incident preparedness and response resources, training, and tools. Watch out for more limited EAPs that require additional fees for these services—costs can add up quickly.

4. Who would be covered by this program?

Limiting eligibility is one way some EAP providers will try to keep utilization rates down. Today’s employee families come in all shapes and sizes, from single parents, to same-sex couples, to blended and foster families and more. Compare coverage, checking for limitations on dependents, domestic partners, extended or long-distance family members and roommates. Eligibility barriers turn off members who legitimately need help.

5. How does the EAP promote utilization?

Look for EAP partners that provide creative engagement strategies, including digital communications campaigns with proven results. There is no point in offering a full-service benefit program that nobody knows about or uses. Your EAP should be concerned if utilization is too low. (See Question 2, for assessing the role of dedicated account managers who know your business.)

6. Does the program cover travel costs for trainers and onsite facilitators?

Limitations on onsite services and a variety of additional costs and fees—including for travel—are often buried in the fine print. These costs can add up quickly, leading to thousands of additional dollars annually. Be sure to take included coverage and added fees into account when comparing potential EAP partners.

7. Will the EAP integrate easily with other service partners?

Many employers use one or more online platforms to administer payroll, benefits, and other human resources functions. EAP services should be easy to integrate into these existing platforms, and the EAP should be able to partner with other benefits providers for seamless communications and benefits solutions.

8. Are EAP resources for veterans and military family members included at no additional charge? According to the American Council on Education, an additional 1.5 million U.S. veterans will be transitioning to the civilian workforce over the next three to five years. A strong EAP partner should be addressing this trend with dedicated resources that address the specific emotional, financial, career, and life management needs of returning vets.

9. Are HR support services, including mandatory referrals and drug-free workplace compliance included?

Services like this can make a big difference for busy HR teams, taking the worry out of compliance issues and leaving the team free to focus on building and maintaining an engaged workforce.

10. Are services comprehensive? What about services for employees outside of the U.S.?

Today’s EAP services should include life convenience benefits, wellness, legal and financial services, work-life resource and referral and more. And, for the growing number of multinational companies, they should be able to support employees working in other parts of the world with relevant, appropriate resources.

In today’s competitive global market, a strong and highly engaged EAP partner can make a tremendous difference to companies looking to build a winning workforce. Asking a few specific questions up front will ensure the EAP services being offered are comprehensive, affordable, and effective in achieving employer goals.

ACI President Erin Krehbiel is a regular contributor to BenefitsPRO. See Krehbiel’s recent article below, originally published on BenefitsPRO.