5 Questions Every HR Pro Should Ask an EAP Provider

Whether you’re re-evaluating your current Employee Assistance Program (EAP) or starting a program from scratch, asking these 5 questions can help you assess quality, impact, and value when shopping around.

Question 1: Is this your core business?

EAPs have become a multi-billion dollar business. Sometimes it feels like anyone and everyone now offers an EAP.  Know who you’re talking to. Is this company actually focused on people helping people (the core of any quality EAP)?

What to look for in an answer:

• The provider’s core focus is delivering direct, personalized services to employees.

• If the provider offers an array of products, look to see that the products align and work in tandem to increase employee well-being.

• The provider can describe the evolution of their product, how they’ve improved it over time, and how they’ve responded to customer feedback.

Question 2: What data do you provide to HR and how often?

Most EAPs provide basic data on usage, but strategic HR pros need more. Know your strategic goals for your EAP investment and ask how the data provided will help you get there. Remember, data is only useful when it can provide the insights you need. 

What to look for in an answer:

• The provider talks in depth about data, insights, and strategic partnerships provided to HR.

• They provide Examples to illustrate how their insights have helped CHROs, CEOs and CFOs.

• Sample reports and reporting schedules are shared.

• Reports are synthesized/, well-presented data that is delivered quarterly – it’s the gold standard.

Question 3: How will your EAP services meet the needs of my workforce specifically?

Watch out for one-size-fits-all EAPs. The composition and demographics of your workforce are unique to your organization. A strong provider should be able to highlight specific services (or service attributes) that were intentionally built to address important areas of need for the types of workers you employ.  

What to look for in an answer:

• If your workforce commonly struggles with financial insecurity, does the EAP service feature a financial health component that feels robust and appropriate?  

Tip:  Ask for specifics!  An exceptional provider will work with employees on monthly cash flow analysis and address key sources of financial insecurity – even healthcare bills.

• Does the EAP thoroughly vet the service providers they refer employees to for both quality and availability (you’d be surprised how often employees get turned away from services they need due to poorly vetted referrals by EAPs).

• Can the provider describe the specific services or service attributes that were purpose-built for the challenges your workforce commonly faces?

Question 4: How do you hire and retain top talent?

When an employee is in need of help, the person who answers that call (or chat or zoom) matters. What types of hard skills, soft skills, experience and formal training does the provider look for when hiring?  Do they value and grow their talent?

What to look for in an answer:

• The provider offers specific details on the skill sets that make their service impactful.

• The provider speaks to training and development and freely shares the average retention of its counselors.

Question 5:  Are there alternatives I should consider?

To be fair, you’re not likely to get a straight answer to this question, but we’d suggest you ask it anyway.  An exemplary provider may have formed partnerships with complimentary service providers to meet specialized needs for certain workforce populations.   

Here at WorkLife Partnership, our Resource Navigation Services have served HR teams as a replacement for EAP programs OR as a complement when tailored, skilled assistance to lower-wage workers is needed. To learn more please contact us.