Employees have a clear, well-communicated way to connect directly with support.

Information is available, but employees may need to search or ask HR for help.

Most employees would probably be unsure where to start.

Employees can connect directly with a trusted local provider who understands our organization and community.

Employees use a larger provider network that may include local and national professionals.

Employees typically begin through a national call center or centralized intake system.

Employees can generally schedule an appointment within two weeks.

Employees may wait three to four weeks, depending on availability.

Wait times frequently exceed one month, or we do not know how quickly employees are seen.

Employees can choose between convenient in-person and virtual services.

Employees have access to both formats, but one option is limited or difficult to schedule.

Support is primarily available through one format, such as telephone or virtual care.

Employees are encouraged to seek support proactively for everyday stress, growth, and prevention.

Employees generally use the benefit once a concern begins affecting their work or personal life.

The benefit is primarily viewed as a resource for significant problems or crises.

Employees can choose from multiple services, such as therapy, coaching, neurofeedback, brief support, training, and self-care resources.

Employees have access to counseling and a limited number of additional resources.

The benefit is primarily limited to traditional counseling or crisis support.

Employees and eligible family members or dependents can access services.

Some family support is available, but eligibility or services are limited.

The benefit is primarily available to employees only.

The benefit is promoted consistently through trainings, reminders, leadership communication, and workplace engagement.

Employees hear about it during onboarding or annual enrollment, with occasional reminders.

Employees are expected to remember the benefit or locate the information themselves.

Managers receive training and know how to recognize concerns, respond appropriately, and connect employees with support.

Managers have general resources but may not feel fully prepared for difficult situations.

Managers are largely expected to navigate these situations without formal guidance or training.

We have a clear plan and can access in-person or virtual professional support promptly.

We have general resources available but would need to coordinate the response after an event occurs.

We would likely rely on internal leadership, insurance resources, or a national hotline to determine the next steps.

We receive confidential reporting that includes utilization, engagement, attendance, and service trends.

We receive basic utilization information, but it provides limited insight into employee engagement.

We receive little or no meaningful reporting about whether employees are using the benefit.

Employees clearly understand that services are confidential and their individual information is not shared with the employer.

Confidentiality information is available, but employees may not fully understand what is or is not shared.

Employees may hesitate to use the benefit because they are unsure who can see their information.