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Offering Integrated Employee Assistance and Work/Life Programs: A Primer for Businesses

Many companies today offer both employee assistance programs (EAPs) and work/life programs. These company-sponsored benefits address the personal and family issues that can interfere with an employee's ability to perform effectively on the job. However, while EAPs follow a clinically-based, broad-brush approach to assisting employees with a myriad of life issues, work/life programs focus on supporting employees in their roles as caregivers. The motivation for offering both types of services is straightforward: today's fast-paced, knowledge-based marketplace demands that employees not be distracted by child care, health, financial or other personal problems while at work. Companies are also finding that providing such benefits increases their ability to attract and retain top-notch talent in a competitive labor market.

Up until recently, EAPs and work/life programs primarily co-existed as distinct entities, mostly in large companies. This model of service delivery, however, is changing. Not only are large organizations offering both programs in a more integrated fashion, but small and mid-size companies also are seeking to benefit from the advantages of providing linked support services.

There are several advantages for employees of companies seeking an integrated EAP and work/life program:

  • Personal and work-related needs are multifaceted, complex issues. People experience problems in an integrated way, with one problem impacting upon another. An integrated EAP and work/life service model is best positioned to holistically address multiple problems as individuals naturally experience them. Employees thus receive help from a single vendor that handles all needs.

  • Integrated EAP and work/life programs are characterized by a high degree of interaction among counselors who represent various specialty areas. Counselors work closely together, drawing upon one another's expertise. Employees who access integrated support services benefit from maximized case collaboration among a team of experts.

  • Cross-referrals between an integrated EAP and work/life program occur more efficiently in comparison to programs that operate independently within the workplace. For example, when an employee contacts the EAP, his or her counselor not only identifies those problems best solved through the EAP, but also listens for concerns that can be addressed through the work/life program. Integrated EAP and work/life programs operate synergistically so that employees are referred quickly and easily from one professional service to another. It all happens under one roof, with one set of counselors who work collaboratively across disciplines to best meet that individual's needs.

For the organization implementing integrated EAP and work/life services, there are several benefits as well:

  • Employers experience the convenience of one-stop shopping combined with the quality available only through specialty vendors.

  • Benefits and human resources staff are flooded with an abundance of information from vendors about their organization and its use of benefits. With integrated EAP and work/life services, the organization manages only one relationship with a single vendor, who oversees all programs concerning its "people" issues.

  • The company thus receives streamlined service delivery as a result of reducing the number of vendors it must supervise. Likewise, the vendor providing such integrated services can more easily observe trends and patterns within the organization and can consult around these issues.

What To Look for When Selecting an Integrated EAP-Work/Life Program

When selecting a vendor for an integrated EAP and work/life program, first start by identifying the key needs of your company. During this initial step, you'll want to clarify your general expectations around important vendor characteristics such as: staffing qualifications, quality assurance measures, cost, preferred service features, standards for service delivery, access to the program, and account management support. For example, how significant is it for the vendor to have serviced companies your size? In your region?

Second, it's important that the vendor you select has the ability to deliver services tailored to the unique needs of your workforce. Specifically, your vendor should understand your company's culture and special qualities. How sensitive is the vendor to the particular problems of your environment? Does the vendor appreciate the culture of your industry, as well as the stressors that are unique to your population?

Third, you should consider asking about the vendor's philosophy of providing integrated support services. How do they show that they are committed to attending to people's problems in an integrated fashion? What is the vendor's experience with providing integrated support services in the past? How long have they offered multiple services under one roof, and how did these services evolve into an integrated delivery model? What was their rationale?

Fourth, as you select a vendor for integrated services, you'll also need to inquire about the logistical features of the service. What is the mechanism by which cross-referrals happen? How many toll-free numbers are associated with the services? Some vendors offer differently defined "doorways" for specific problem areas, while other vendors triage all employee contacts through a single 800 number.

Fifth, make sure to ask about the professionals who will be staffing the service. Does the vendor utilize one staff of counselors who address all needs through a generalist format? Or, does the vendor maintain distinct staff who represent various disciplines, individuals who are assigned to cases by matching their backgrounds with the employee needs being presented?

Finally, with a benefit such as EAP or work/life, you'll want to view your relationship with the vendor as one of partnering, not purchasing. Your EAP-work/life vendor will come to learn important information about your organization and its employees, and is in the strategic position of helping you to address organizational problems that compromise productivity.

Source: © Harris, Rothenberg International, LLC