How can I measure an EAP's performance?

You'll need to keep statistical records of employees' use of the EAP. Don't include the names or identifying characteristics of those employees who utilized the EAP in these statistical reports.

In order to evaluate the performance of an EAP, your organization should ask for data on the following topics:

• the amount of time spent with each individual;

• the follow-up with the individual or supervisor who referred the employee, if any;

• the nature of the calls (i.e., the type of problem);

• the number of calls or visits;

• the recommendation for care;

• the time of day of the call or visit; and

• what price differentials exist that influence the decision.

If you want useful records from your EAP provider, ask for information on utilization rates based on at least one in-person session with a licensed professional.