How to choose the best EAP provider for your team?

A well-designed Employee Assistance Program (EAP) can make a big difference in supporting employees’ happiness and satisfaction on the job. Not only that, but EAP services can also help them manage their challenges in and out of the workplace.

If you’re still considering different service providers as you make your EAP business case, you’ve come to the right place. Let’s discuss the most important things to consider and questions to ask in the sections below.

1. Understand the difference between traditional and modern EAPs

Many Australian businesses are familiar with traditional EAP models, which typically offer a fixed number of face-to-face counselling sessions per employee per year.  While traditional EAPs offer structure and familiarity, they can also be limited in accessibility and flexibility. Employees may face long wait times or struggle to attend sessions during business hours.

In contrast, newer EAP models often offer more flexible access, including remote sessions via phone call, video call, or even web chat. They may also allow employees to choose their own therapist, access support outside business hours, or continue care after using their initial EAP sessions through Medicare, private insurance, or out-of-pocket payments.

Some providers also include services outside of mental health, such as legal advice, financial counselling or nutritional support. This broader offering can be valuable if your team has shown demand for those areas, or if internal support doesn’t already exist.

However, if services like financial advice or wellness programs are already provided in-house, or if employee demand is low, a focused EAP that specialises in psychological support may be more cost-effective.

2. Prioritise localised support for local teams

Working with an EAP provider that deeply understands the Australian context can make a meaningful difference. Local therapists are more likely to be familiar with Australian workplace culture and applicable employment and psychological safety laws, which can improve both the relevance and quality of support. 

Local providers are also more likely to offer culturally safe care, including support for Aboriginal and Torres Strait Islander employees and people from diverse backgrounds. Ensuring that practitioners are fully registered with AHPRA or other relevant Australian bodies also helps maintain clinical standards.

For organisations with international teams, the approach may differ. In some cases, it may be beneficial to partner with a global EAP provider that offers therapists across multiple regions, or to work with separate local providers in each country. This can help ensure all employees receive care that aligns with their cultural, legal and clinical context.

Ultimately, the key is to match your provider’s coverage to your team’s needs, ensuring employees in every location have access to relevant, localised support.

3. Focus on accessibility and choice

An effective EAP should be easy to use and flexible enough to meet the diverse needs of your workforce. Many modern providers offer remote access via video, phone, or messaging, along with after-hours and weekend availability. This flexibility supports greater engagement, especially among remote teams or shift workers.

Employees often appreciate having options when it comes to choosing their therapist, especially if they have a clinically diagnosed condition or they prefer therapy delivered via a specific language. Some platforms allow individuals to browse practitioner profiles, while others offer the ability to get matched with a therapist using an algorithm based on preferences and presenting concerns. This can make the process more approachable and save time.

To help employees feel more confident in their choice, Talked also offers free 15-minute consultations. These brief sessions let employees speak with a therapist before using any of their EAP credits, helping ensure a good fit from the start.

4. Look for a provider that supports a wide range of wellbeing issues

While EAPs focus on mental health, the issues that affect mental wellbeing are often broader. Financial anxiety, relationship conflict, parenting stress, burnout, and workplace tension can all take a toll. A good EAP should be able to address this wider context and provide support that reflects the realities employees are facing.

In addition to counselling, some providers offer mental health assessments, psychoeducation, and early intervention tools to help employees recognise and manage challenges before they escalate. For example, Talked gives users access to self-guided tools, including mental health articles, an in-app journal, and check-ins they can use at any time, without needing to book a session. This can be especially helpful for those who prefer to reflect privately or aren’t ready for one-on-one support.

It’s also worth checking whether a provider offers inclusive support for diverse needs. Providers experienced in working with LGBTQIA+ individuals, neurodivergent employees, and people from culturally diverse backgrounds are better placed to deliver care that feels safe and affirming for everyone in your workplace.

5. Understand pricing models and cost flexibility

EAP pricing models can vary widely, and understanding how they work is important when weighing up value for money. Some providers charge a fixed fee per employee, whether or not those employees use the service. While this can offer predictability in budgeting, it may not be cost-effective if uptake is low.

The pay-as-you-go model, on the other hand, charges only when services are actually used. This can be an affordable and low-risk option for organisations that are introducing an EAP for the first time or want to measure staff engagement before scaling up. It also suits smaller businesses or teams with fluctuating headcounts, as costs are directly linked to usage.

For businesses already offering some internal wellbeing initiatives, pay-as-you-go can also work well alongside existing programs. It ensures that mental health support is available when needed, without the commitment of paying for unused sessions.

6. Ask about data, reporting, and confidentiality

Employers often want insights into how their EAP is being used, so they can better understand its impact and plan future wellbeing initiatives.

Most providers offer usage reports, but the quality and frequency of this data can vary. Look for providers that offer anonymised, aggregate data that preserves employee privacy while giving HR and leadership teams useful information.

This could include data on the number of sessions used, types of issues presented, and general usage trends. Such reporting can help guide internal wellbeing strategies and highlight areas where further support might be needed.

7. Choose a provider aligned with your values

The relationship with an EAP provider should feel like a partnership. It’s important to choose a provider whose values align with those of your business and whose communication style and approach are compatible with your workplace culture.

Consider whether the provider is inclusive in their practices, proactive in their communication, and sensitive to the realities of your industry or team environment.

Questions to ask your tentative EAP provider

Here are some key questions to help you evaluate EAP providers. We've also included sample answers from Talked’s Employee Assistance Program called Beyond EAP.

Choose an EAP that suits your people and your context

Selecting an EAP provider is about more than comparing packages. It’s about understanding what your teams need and finding a solution that supports them, not just during a crisis, but as part of everyday wellbeing.

A provider that offers local, flexible, and accessible support can make it easier for employees to seek help. When EAPs are easy to use, well-communicated, and aligned with workplace values, they become a meaningful part of a company’s culture, not just a well-written initiative that people are hesitant to use.