12 questions to ask an EAP provider

Training and qualifications Training and qualifications

  1. 1. What type of training or degree do the people taking my employees’ calls have?

  2. 2. Do intake personnel work for the EAP provider or are they outsourced?

  3. 3. Are counselors available 24/7?

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Crisis management Crisis management

  • 4. What type of assistance is available if we have a critical incident?

  • 5. Does the provider offer counseling and referrals only, or also manager training on how to spot an employee in crisis?

  • 6. Is manager training included in the package or can we pay for it as needed?

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Health and wellness Health and wellness

  • 7. Does the provider offer employees access to a health advocate?

  • 8. Does the EAP offer wellness seminars?

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Industry knowledge Industry knowledge

  • 9. Does the EAP have other clients in my industry?

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Account services and reporting Account services and reporting

  • 10. Will we have a dedicated account representative whom we can call with questions?

  • 11. Does the EAP provide reporting on a regular basis?

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Communications Communications

  • 12. How can the provider help us in communicating benefits to employees?

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When one of your employees calls your employee assistance program provider for help, you want to feel confident that he or she will be treated well. Colleen Grady, senior consultant with Longfellow Benefits, a Boston-based employee benefits consulting firm, suggests employers ask the following questions of prospective EAPs.

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