The individual contacts EAP to discuss and/or clarify a problem or issue. An appointment is generally held in the EAP office or the matter could be discussed on the phone.

Together, EAP and the individual clarify and assess the situation, and discuss resource and referral options. EAP recommends various plans of action, explains insurance benefits, and makes appropriate community referrals.

With EAP support, the individual contacts resources, and makes arrangements for services.

EAP will ask for a follow-up consultation or meeting to ensure employee satisfaction with the referral or to suggest an alternative course of action. Every situation is unique so this process will vary to meet individual needs.