We believe that really listening to our clients is fundamental to our work and have designed a quality assurance program that focuses on all aspects of our EAP service offerings.
EAP Quality Assurance Program
We request feedback from our clients in all of our major touch points including:
- Three points of quality review during the EAP intake/case management process
- Managers/human resources input after each management referral
- Participant evaluation of both on-site trainings and webinars
- Live chat experience
- Motivational and intake text messaging
- Assessment of trauma response by both individuals and company liaisons
Response and feedback from our clients directly influences both how and what we do. The development of our email case follow-up program, was a direct result of feedback provided by our clients. Our clinical management team meets weekly to review client response and assesses ways in which our EAP can change and adapt to both individual and organizational needs.