An analysis of Employee Assistance Program client demographics, presenting problems and outcomes at an internal/external EAP

This study examined the differences among client demographics, self-reported presenting problems, and service outcomes of adult employee clients at a broad-brush internal/external EAP. Ninety-five subjects were randomly selected from among active and inactive client records. Demographic and presenting problem data was gathered from two proprietary forms and a ten-item outcome questionnaire was used to interview subjects via telephone to gather quantitative and qualitative service outcome data.Four measures from the outcome questionnaire were used to assess the subjects' opinions of the EAP Overall satisfaction, degree of problem resolution, assistance effectiveness, and likelihood of returning to the EAP in the future were assessed. Results indicated that subjects were very satisfied with the services provided by the EAP.Inferential analyses assessed the relationship between presenting problem and the subjects' opinions about the EAP in various subgroups of the sample: (a) industry of employment, (b) age group, and (c) gender. Results indicated there were no significant relationships between presenting problem and opinions about the EAP in any subgroup. An additional analysis determined there was also no difference in satisfaction between clients who were referred outside of the EAP for services and those who were not.Qualitative responses from the outcome questionnaire were clustered and reported for "what worked," "what did not work," and "recommendations for improvement." Common clusters were found for all three topics, including feedback about Counselor, Counseling/Intervention, and Convenience. Follow-up was a cluster unique to "recommendations for improvement."Implications for EAP practice and programming were discussed. Recommendations for EAPs, EAP professionals, and for future research were provided.