Choosing the Right EAP: It’s More Than Just a Benefit
Employee Assistance Programs (EAPs) are supposed to provide support for employees facing personal, workplace, and mental health challenges. But too often, they don’t deliver. Many traditional EAPs operate as little more than a call center, a place employees might reach out to once, only to be met with long wait times, strict time limits on conversations, or impersonal referrals to providers who may not even be accepting new clients. Other complaints about EAPs are low utilization, poor reporting, and lack of technology (e.g. online scheduling).
For an EAP to truly make an impact, it has to be more than just a list of resources. It needs to be a real, proactive support system, for both employees and the organization and be technology forward. Here’s where most traditional EAPs fall short—and how Goodpath’s approach ensures employees actually get the help they need.
Support That Meets People Where They Are
Most traditional EAPs provide a 1-800 number that connects employees to an intake coordinator, often not a licensed clinician, who quickly screens them and sends them off with a referral. The problem? Many employees never follow up, either because they don’t know what to do next or the referred providers don’t have availability.
With Goodpath, employees speak with a master’s-level counselor immediately, not an intake rep with a script. And unlike other EAPs, these conversations aren’t rushed, there are no time limits, so employees get real support on the first call. If further care is needed, we don’t just provide a list of names; we curate and confirm referrals, making sure employees connect with a provider who is available and suited to their needs. Then, we follow up to ensure they actually received care.
Beyond a Call Center: A True Partner for Organizations
Traditional EAPs tend to be reactive, they wait for employees to reach out, but don’t actively engage with the organization to improve well-being or address challenges before they escalate. This "check-the-box" approach is why many EAPs have utilization rates as low as 3-5%.
Goodpath takes a different approach. We don’t wait for problems to arise, but rather we actively partner with HR leaders, conducting organizational assessments, providing leadership consultations, and implementing proactive outreach initiatives. Our multi-disciplinary account team is available 24/7, not just for employee crises, but for HR teams managing complex workplace challenges. From mental health training for managers to crisis response, we’re embedded in the organization as an ongoing resource.
Customization That Traditional EAPs Can’t Match
Many EAPs offer a standard package of services, assuming that what works for a financial services company will work just as well for a healthcare workforce or a manufacturing team. This one-size-fits-all model leads to programs that feel irrelevant and underutilized.
Goodpath does things differently. We customize EAP solutions to fit each organization’s workforce, industry, and specific challenges. Whether it’s addressing burnout in high-stress environments, providing tailored support for shift workers, or designing initiatives for specific demographics, we make sure the program reflects the needs of the people it serves.
Making the Best Choice
If your EAP simply provides a phone number and a list of therapists, it’s not enough. The best programs ensure that:
Employees can immediately speak with a master’s-level clinician (not just an intake rep).
Calls aren’t cut short due to time limits.
Referrals are vetted and followed up on, ensuring employees don’t fall through the cracks.
HR and leadership teams have access to real, proactive partnership and crisis support.
The program is tailored to the organization’s unique workforce.
Many companies don’t realize they’re settling for an EAP that does the bare minimum, until employees try to use it and get nowhere. Ensuring your workforce gets real, high-quality support isn’t just about offering a benefit; it’s about choosing a program that actually delivers.
Because when employees reach out for help, they deserve more than a phone tree and a referral list. They deserve a partner who makes sure they get the care they need.