Sample Employee Assistance Program EAP Information

Sample_Documents

DISCLAIMER: This is a sample template provided for informational purposes only. It does not constitute legal, tax, or financial advice. Organizations should consult their own legal and tax advisors and tailor this document to reflect their specific business needs, geographies, and applicable laws.

Employee Assistance Program (EAP) Information for <Company Name>

Field	Value
Document Type	Employee Assistance Program (EAP) Information
Category	Benefits & Wellness
Company	<Company Name>
Version	v<Number>
Effective Date	<Date>
Last Reviewed	<Date>
Next Scheduled Review	<Date> (or every <Number> months from Effective Date)
Document Owner	<Total Rewards Leader Name/Title>
Approver(s)	<CHRO/Legal/Privacy/Finance Titles>
Confidentiality Level	Internal

Purpose and Objectives

Describe how the Employee Assistance Program (EAP) supports employee wellbeing, productivity, safety, and retention at <Company Name>.
Provide Total Rewards and HR professionals with a comprehensive, practical reference for designing, implementing, and managing an EAP.
Clarify roles, responsibilities, scope, and governance to ensure quality, compliance, and value.
Offer end-user communications guidance to drive awareness and appropriate utilization.

Scope and Applicability

In Scope
- EAP plan design, eligibility, and covered services
- Global and country-specific considerations for <Country/Region>
- Vendor selection, onboarding, service level expectations, and ongoing governance
- Data privacy, confidentiality, and legal compliance guidelines
- Cost, funding, invoicing, and performance guarantees
- Crisis response protocols and manager consultation services
- Metrics, reporting, and continuous improvement processes
- Employee and manager communications

Out of Scope
- In-depth clinical protocols or medical advice
- Fitness-for-duty evaluations and independent medical examinations
- Ongoing psychotherapy beyond short-term counseling
- Workers’ compensation adjudication or legal representation
- Non-work-related legal or financial services beyond consultation limits set by the EAP

Applicability
- Applies to employees of <Company Name> in <Country/Region> as defined in the Eligibility section.
- Applies to eligible dependents where permitted by local law and EAP plan terms.
- Certain provisions may vary by country; see Global Considerations for localization.

EAP Overview

What is an EAP

An EAP is a confidential support service providing short-term counseling, work-life resources, manager consultations, and critical incident response to promote mental, emotional, and practical wellbeing.
EAPs offer early intervention, triage, and referral to in-network providers when needs exceed short-term scope.

Program Goals

Improve access to timely, stigma-free support for employees and their families.
Reduce absenteeism and presenteeism related to stress, burnout, and life events.
Provide managers with guidance for sensitive situations and team well-being.
Support a psychologically safe and inclusive workplace.
Align with <Company Name>’s wellbeing strategy, DEI objectives, and safety programs.

Core Services Provided by <Vendor Name>

24/7/365 telephonic and digital access to master’s-level counselors
Short-term counseling: up to <Number> sessions per issue per year per eligible individual
Crisis support and critical incident response within <Number> hours
Work-life referrals: childcare, eldercare, pet care, relocation, and daily living
Legal and financial consultations: <Number> free consultations per topic; discounts for ongoing services
Digital tools: self-guided modules, mindfulness and CBT-based resources, and wellbeing content
Management consultations: coaching for performance, conflict, and return-to-work
Manager and employee training sessions: <Number> sessions per year included
Dedicated account management, utilization reporting, and QBRs

Eligibility and Access

Who is Eligible

All regular full-time employees of <Company Name> in <Country>.
Part-time employees working at least <Number> hours per week.
Temporary employees and interns where legally permissible or as designated by <Company Name> policy.
Eligible dependents as defined by <Company Name> policy in each <Country/Region> (e.g., spouse/domestic partner, children up to age <Number>).

When Coverage Begins and Ends

Coverage begins on the employee’s start date or the first of the month following hire, per <Company Name> policy.
Coverage generally ends on the last day of employment. <Company Name> may offer a post-termination grace period of <Number> days, subject to legal requirements.
Where the EAP is considered a group health plan under local rules, COBRA- or continuation-like rights may apply; see Legal and Compliance.

How to Access the EAP

24/7 hotline: <Toll-Free Number> and <Local Number> (TTY: <Number>)
Website: <EAP URL> with SSO or access code <Access Code>
Mobile app: <App Name> available in <App Store Names>
Live chat and video sessions available where permitted
Multilingual support in <Number> languages, including <Languages>
In-person sessions where available

Referral Pathways

Self-referral by employee or eligible dependent
Manager or HR recommended referral (voluntary)
Formal referral process for performance or safety concerns in alignment with HR and Legal policies

Confidentiality and Privacy

Confidentiality Principles

EAP use is confidential to the fullest extent permitted by law.
Counselors do not share names or content with <Company Name> without written consent, except where disclosure is required by law or to address imminent risk.
Aggregated, de-identified reporting is provided to <Company Name> for program management.

Exceptions to Confidentiality

Imminent risk of harm to self or others
Suspected abuse or neglect as required by applicable law
Valid court order or legal requirement
Threats to workplace safety

Data Privacy and Security

Vendor adheres to <Regulation> (e.g., GDPR in <Region>, HIPAA where applicable in <Country>).
Data Processing Agreement and appropriate international data transfer mechanisms are required.
Data retained only as long as necessary for service delivery and legal obligations; standard retention: <Number> years.
Minimal data collection; no sharing of identifiable counseling content with <Company Name>.

Program Design and Service Parameters

Counseling Session Model

Up to <Number> sessions per issue per year per eligible individual
Reset annually on <Date or Cycle>
Modality: phone, video, chat, or in-person where available
Clinical triage determines the most appropriate pathway; referrals provided for longer-term therapy via health plan networks

Work-Life and Daily Living Support

Research and referrals for childcare, eldercare, education, and housing
Life-event kits (e.g., new parent, caregiver)
Legal: <Number> free consultations per topic; <Percentage>% discount thereafter
Financial: debt counseling, budgeting, and financial wellness modules

Manager and HR Consultations

Management consultation within <Number> business hours for non-clinical guidance
Support for team dynamics, performance concerns, and post-incident recovery
Guidance for reasonable accommodations in coordination with HR and Legal

Critical Incident Response (CIR)

24/7 triage and same-day consultation
Onsite or virtual group support within <Number> hours
Post-incident follow-up plan with resources and resilience workshops
Coordination with Security, HR, and Communications

Cost, Funding, and Contracting

Funding Model

Employer-paid EAP at <Amount> PEPM (per employee per month) for eligible population of <Number> employees
Optional add-ons: onsite counseling hours, global expansion, manager training packages
No cost to employees for included services; employees may incur costs for services beyond EAP scope or after included limits

Invoicing and Reconciliation

Monthly or quarterly invoicing to <Billing Entity> by the <Day> of each month
Headcount true-up quarterly using HRIS snapshot as of <Date>
Credits for service-level failures: <Percentage>% of monthly fee for each missed KPI, capped at <Percentage>% per quarter

Contract Terms

Initial term <Number> years with auto-renewal for <Number> year increments
Termination for convenience with <Number> days’ notice
Termination for cause including material breach or data incident
Performance guarantees tied to KPIs and user satisfaction

Vendor Management and Service Levels

Selection Criteria

Clinical quality and accreditation (e.g., <Accreditation>)
Geographic coverage and language capabilities
Digital experience, SSO, and accessibility compliance
Data privacy posture, cybersecurity controls, and incident response
Reporting sophistication, dashboards, and benchmarking
Pricing transparency and scalability
References and proven outcomes in <Industry>

Service Level Agreements (SLAs) and KPIs

Metric	Target	Notes
Call answer speed	<Number> seconds or less	Rolling monthly average
First contact resolution	<Percentage>%	Non-clinical inquiries
Counseling appointment availability	Within <Number> business days	Routine; urgent within <Number> hours
CIR response time	<Number> hours	From request to engagement
Case closure satisfaction	>= <Percentage>% satisfied	Post-case survey
Utilization reporting cadence	Monthly by <Day>	Includes de-identified data only
Data incident notification	Within <Number> hours	From discovery

Governance Cadence

Monthly operations reviews focused on tickets, SLAs, and service issues
Quarterly Business Reviews (QBRs) to review utilization, trends, outcomes, and roadmap
Annual strategic planning session aligned to wellbeing strategy and budget cycle
Executive escalations via <Escalation Path>

Legal and Compliance Considerations

Plan Status and ERISA-like Considerations

In some jurisdictions, EAPs that provide significant medical benefits may be treated as group health plans subject to additional requirements.
Consult Legal to determine if the EAP requires plan documents, SPD-like materials, or filings in <Country/Region>.
If continuation coverage (e.g., COBRA) applies, coordinate with Benefits Operations to integrate election and billing processes.

Tax Considerations

Employer-paid EAP services are generally not taxable to employees, but confirm in <Country/Region>.
Legal and financial services beyond limits or discounted attorney fees may have tax implications; seek tax counsel input.

Accessibility and Anti-Discrimination

Ensure reasonable accommodations for disability access to services.
Provide language access and culturally competent care.
Avoid use of EAP in a manner that could be perceived as discriminatory or retaliatory.

Records and Retention

Vendor retains case records in accordance with clinical standards and law.
<Company Name> retains only de-identified aggregate reports and program documentation.
Retention periods and destruction protocols documented with <Vendor Name>.

Global and Regional Considerations

Coverage Footprint

Region/Country	Access Numbers/Channels	Language Coverage	Notes
<Country/Region 1>	<Number/URL/App>	<Languages>	<Notes>
<Country/Region 2>	<Number/URL/App>	<Languages>	<Notes>
<Country/Region 3>	<Number/URL/App>	<Languages>	<Notes>

Adapt services to local regulatory and cultural norms.
Localize crisis response, mandatory reporting rules, and data transfer mechanisms.

Cultural and Inclusive Care

Offer counselors with competencies in <Topic> (e.g., LGBTQ+, neurodiversity, veterans).
Provide gender-affirming, trauma-informed, and culturally aware care.
Respect national holidays, work schedules, and preferred communication channels.

Integration with Benefits and Wellbeing Ecosystem

Coordination with Health Plans and Navigation Vendors

Warm transfers to in-network mental health providers for ongoing care
Ensure navigators and EAP share de-identified referrals to reduce member friction
Align with pharmacy, behavioral health, and digital CBT point solutions to avoid duplication

HRIS, SSO, and Identity Management

SSO via <IdP Name> with role-based access
Nightly eligibility files or real-time APIs with <Data Fields>
Least-privilege access for vendor portals

Safety, Leave, and Accommodation Processes

EAP resources for return-to-work after leave
Manager consults prior to performance or corrective actions when personal issues may be present
Distinct from fitness-for-duty evaluations; do not mandate EAP counseling as a condition of employment unless aligned with legal guidance

Risk Management and Business Continuity

Incident Scenarios and Response

Vendor outage: notify <Company Name> within <Number> minutes; publish alternate numbers
Data breach: escalate per DPA; notify privacy within <Number> hours; launch containment and notification plan
Surge demand: activate overflow network; prioritize critical cases; extend hours for group sessions

Contingency Planning

Maintain a secondary backup EAP vendor for coverage during prolonged outages
Annual tabletop exercises with HR, Security, and Communications
Documented crisis playbooks for <Scenario Examples>

Program Metrics, Reporting, and ROI

Utilization and Engagement Metrics

Overall utilization rate: unique users as a percentage of eligible headcount
Modality mix: phone, video, chat, in-person
Top presenting issues: stress, anxiety, relationship, financial, legal
Time-to-appointment and case resolution duration
Satisfaction and Net Promoter Score (NPS)

Outcomes and Impact

Self-reported improvement in productivity and well-being
Reduced absence days post-engagement
Manager satisfaction with consultations and incident response
Correlation with safety metrics and turnover trends

ROI Estimation Example

Sample model: ROI = (Productivity gains + Absence reduction savings + Avoided medical costs) / Program cost
Example assumptions for illustration only:
- Average hourly wage: <Amount>; average absenteeism reduction: <Number> hours per engaged user
- Productivity gain assumption: <Percentage>% improvement for <Number> weeks
- Avoided external therapy onboarding cost: <Amount> per case redirected appropriately
Replace with <Company Name>-specific data for accurate modeling.

Roles and Responsibilities

Internal Stakeholders

Total Rewards Owner responsible for strategy, budget, and vendor oversight
Benefits Operations manages eligibility, billing, and issue resolution
HR Business Partners consult with managers and coordinate referrals
Legal and Privacy advise on compliance, contracts, and data governance
IT/Security manages SSO, integrations, and security reviews
Health and Safety coordinates crisis response and workplace safety resources
Internal Communications plans employee outreach and campaigns

External Partner (Vendor)

Provide high-quality, confidential services per SLAs
Maintain accreditation, licensure, and security certifications
Deliver utilization and outcomes reporting on schedule
Support implementations, trainings, and critical incident response
Participate in QBRs and continuous improvement

Implementation Guidelines

Project Phases and Timeline

Discovery and Design (Weeks <Number>–<Number>): confirm scope, population, services, geographies, and success metrics
Contracting and Security (Weeks <Number>–<Number>): finalize MSA, DPA, SLAs; complete security and privacy assessments
Configuration and Integration (Weeks <Number>–<Number>): set up SSO, eligibility files, branding, and portals
Content and Training (Weeks <Number>–<Number>): prepare communications, FAQs, manager toolkits, and training sessions
UAT and Readiness (Weeks <Number>–<Number>): test access channels, phone trees, apps, and reporting
Launch and Stabilization (Weeks <Number>–<Number>): go-live communications, hypercare, and early metrics review

Implementation Checklist

Finalize services and regional coverage
Confirm session limits, referral processes, and crisis protocols
Execute agreements: MSA, SOW, DPA, BAA (if applicable)
Complete InfoSec review and penetration test evidence
Build SSO and eligibility file with field mapping and error handling
Brand the portal and app with <Company Name> assets
Validate access numbers and language services in each <Country/Region>
Draft policies for referrals, manager consults, and confidentiality
Prepare training for HR, managers, and employee ambassadors
Develop launch communications and post-launch reinforcement plan

Policies and Program Rules

Appropriate Use and Limitations

Short-term counseling is solution-focused and not a substitute for long-term therapy
Legal and financial consults are advisory; execution services may incur fees
EAP does not conduct fitness-for-duty evaluations or provide work restrictions

Post-Termination Access

Standard grace period of <Number> days may be offered where permitted
If continuation coverage applies, follow election and payment process per policy

Escalations and Safety

For imminent threats, call local emergency services first, then notify EAP
Managers escalate workplace safety concerns to Security and HR
EAP participates in post-incident support but does not conduct investigations

Review, Approval, and Document Control

Review Cycle

This document is reviewed at least annually or upon material changes in services, vendors, or applicable law.

Approval Workflow

Total Rewards Owner completes draft updates
Legal and Privacy review for compliance
Finance reviews cost and contract implications
CHRO or delegate approves and publishes

Change Log

Version	Date	Description of Change	Author/Owner	Approver
v<Number>	<Date>	Initial creation	<Name>	<Name/Title>
v<Number>	<Date>	Updated SLAs and global coverage	<Name>	<Name/Title>
v<Number>	<Date>	Revised confidentiality language	<Name>	<Name/Title>

Glossary of Terms and Definitions

EAP – Employee Assistance Program providing confidential short-term support and resources
PEPM – Per Employee Per Month pricing structure
CIR – Critical Incident Response for acute events
SSO – Single Sign-On for authentication
DPA – Data Processing Agreement governing personal data handling
BAA – Business Associate Agreement where applicable
NPS – Net Promoter Score measuring user satisfaction
QBR – Quarterly Business Review between <Company Name> and <Vendor Name>
PHI/PII – Protected Health Information/Personally Identifiable Information

Appendices

Sample Performance Guarantees

Guarantee	Target	Credit
Call answer speed	<Number> seconds	<Percentage>% of monthly fee
Appointment availability	<Number> business days	<Percentage>% of monthly fee
CIR response	<Number> hours	<Percentage>% of monthly fee
Reporting timeliness	By <Day> each month	<Percentage>% of monthly fee

Example Utilization Benchmarks

Typical annual EAP utilization: <Percentage>% to <Percentage>% of eligible population
Manager consultation rate: <Percentage>% to <Percentage>% of managers annually
CIR events: <Number> to <Number> per <Number> employees per year

Communication Section: Employee and Manager Guide to the EAP

What the EAP Is and How It Helps

Life gets complicated. The EAP from <Vendor Name> is here to help you and your household with everyday challenges and more difficult moments. It is free for eligible <Company Name> employees and dependents, available 24/7, and completely confidential within the limits of the law. Whether you are dealing with stress, relationship concerns, financial questions, caregiving responsibilities, or a difficult event at work, you can talk to a professional and get practical, caring support.

You decide how to connect: phone, chat, video, or in person where available. A counselor can help you clarify the issue, set goals, and work on a short-term plan. If you need longer-term care, they will connect you to providers covered by your health plan.

What You Can Use the EAP For

Feeling overwhelmed, anxious, or burned out
Relationship, family, or parenting issues
Grief, loss, or life transitions
Financial questions, budgeting, or debt concerns
Legal questions like landlord/tenant or family law
Finding childcare, eldercare, or community resources
Support after a tough event affecting you or your team

What It Costs

There is no cost to you for EAP services included under the program. If you choose services outside the EAP’s scope (for example, ongoing legal representation or therapy beyond the included sessions), the provider will explain any costs up front.

How to Get Started

Call <Toll-Free Number> or visit <EAP URL> and enter access code <Access Code> (you may also use SSO if available)
Choose how you want to connect: phone, chat, video, or in-person where available
Share a few details to match with the right professional
Schedule your session, often within <Number> business days for routine needs
If your need is urgent, tell us and we will prioritize your support

Confidentiality You Can Trust

Your privacy matters. Your conversations with the EAP are confidential to the fullest extent permitted by law. <Company Name> does not receive names or details about your situation. The only exceptions are rare situations like risk of harm, suspected abuse, or a court order. You can ask your counselor to explain confidentiality before you start.

Support for Managers

If you manage people, you are not alone. Managers can call the EAP to talk through tough situations such as team conflict, performance issues, or how to support an employee after a difficult event. The EAP can help you plan conversations, set boundaries, and care for your own well-being. If your team experiences a critical incident, the EAP can provide group support and resources quickly.

Language and Accessibility

Help is available in <Number> languages including <Languages>. If you need accommodations, please let us know when you reach out so we can support your access needs.

Tips for Making the Most of the EAP

Reach out early; you do not need to wait until a problem feels big
Be open about your goals for the session
Ask about digital tools and resources you can use between sessions
If you want ongoing care, request referrals to in-network providers
Managers: consult the EAP before, during, or after challenging conversations

Contact Information

24/7 hotline: <Toll-Free Number> and <Local Number> (TTY: <Number>)
Website: <EAP URL> (access code <Access Code> or SSO)
Mobile app: <App Name> from <App Store Names>

Important Notes

This guide summarizes the EAP at a glance. Services and availability can vary by country and local regulations. If you have questions about eligibility or the scope of services, contact <Benefits Email> or <HR Service Desk>.

This communication is not a contract or guarantee of benefits. For full details or questions about privacy, please refer to the EAP terms, your local policies, and applicable laws in <Country/Region>.

Document Information:

Document Type: Employee Assistance Program (EAP) Information
Category: Benefits & Wellness
Generated: August 25, 2025
Status: Sample Template
Next Review: <Insert Review Date>

Usage Instructions:

Replace all text in angle brackets < > with your company-specific information
Review all sections for applicability to your organization
Customize content to reflect your company's policies and local regulations
Have legal and HR leadership review before implementation
Update document header with your company's version control information
At bottom of the document you find a short example on how the content could be communicated to end-users, for instance employees.

This sample document is provided for reference only and should be customized to meet your organization's specific needs and local legal requirements.