Pick a Good EAP

03/07/07

With over 20,000 Employee Assistance Programs in the U.S. to choose from, how do you know which to pick? Consider:

Price. The price of the program generally dictates the level of service you’ll receive. According to Wendelin Patterson of invest EAP, EAPs that charge on the low end ($6–10 per employee per year) offer limited coverage. “These are typically EAPs that provide only telephone counseling on an initial call,” she says. “If the caller needs to be seen by someone, they’ll refer the employee to an affiliate provider.” Ideally, you will get an EAP with its own staff counselors.

In addition, notes Patterson, some low-cost programs are limited to assisting employees with substance abuse and mental-health problems only.

At the other end of the price spectrum, EAPs charging $30–40 per employee per year offer comprehensive services that cover everything from depression to legal problems to debt reduction. They also have staff people who meet employees in person, visit the worksite, and offer workshops.

Credentials/training. Is the staff qualified? In a good EAP, says Patterson, “The staff is appropriately credentialed, typically with master’s degrees in a mental health discipline, and it has certification or licenses to practice in the state you’re in.” Counselors should attend training on a regular basis to keep their knowledge fresh.

Location. Is the EAP nearby in case employees need to see someone in person?

Confidentiality. Can the EAP guarantee that all contacts with your employees will remain confidential?

Conflicts of interest. Is the EAP allied with an insurance company or hospital? Either sometimes offers EAPs at little or no cost to customers. “This represents a potential conflict of interest,” says Patterson. “Insurance companies have a vested interest in denying benefits and may tell an employee they don’t need to be seen by a specialist.” At the very least, query the EAP on its relationship with other companies in the health industry.

Reputation. How do others rate the EAP? Get references when you can 24/7 service. Some problems can’t wait. Is there a staff person on call at all hours?

Coordination. Can the EAP work seamlessly with your health insurer? It should be able to.

Reporting. Can the EAP provide you with statistics that show how many people use each service? This is important information that will help you plan programs that prevent problems.

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