The Process From Start to Finish

• Member Initiates Contact via Toll-Free Number
• Counselor Responsibilities:
  • Explain the role of an EA
  • Ensure confidentiality
  • Conduct an initial assessment
  • Determine member’s needs and related resources
• Counselor Aligns Resources from assessment, through recommendation and follow-up.
  • Schedule appointment for in-person assessment with a local Provider.
  • Involve, where needed, a dependent care coordinator or legal or financial professional to assist in securing resources and arranging all referrals.
  • Directly refer member to a community agency or local hospital if an emergent situation is evident.
• Counselor Assesses Progress and Takes Next Steps
  • Counselor follows up with the local Provider to coordinate recommendations.
  • Recommendations may include referrals to local mental health providers, detoxification facilities, hospitals, physicians, or short-term counseling.
  • For work/life issues, the Counselor oversees the resource search and ensures that the consultation and resources provided have addressed the issues presented.
  • Coordinates with member’s benefit plan to ensure a seamless service progress.
• Satisfaction and Closure
  • Counselors will follow-up with member in a timely fashion to ensure quality and satisfaction of services.
  • Counselors close the case only after determining with member and the Provider that the issue has been successfully resolved and that member has completed all recommended treatment.