Highly-Skilled Consultants
We pride ourselves on the quality and expertise of our consultants. Each member of our staff was carefully chosen based on their education and work experience to support the wide scope of our service offerings. Work-Life child care consultants have bachelor degrees and an average of over three years experience in a child development-related field. Our elder care consultants have master degrees and an average of 5 years of elder service experience.

24/7 Call Center
Unlike other work-life providers that rely on an answering service to take messages after hours, we maintain our own 24/7 state-of-the-art call center. All calls are answered live by one of our own expert consultants any time, day or night. In many cases, research to fulfill the callers need can begin immediately which helps us to insure the fastest turnaround time in the industry.

Customizable Intake and
Call Forwarding Options
We invite you determine the best method for connecting your users to the service. For EAPs, our state-of-the-art Avaya™ telecommunications switch allows for seamless linking to your office or call center – work-life calls can be simply and easily transferred to our consultants without any inconvenience to either your user or staff member. In addition, we can provide a full suite of primary intake and eligibility screening services to support or supplement those of your own.

Case Management and Case Follow-Up
Complete case histories are maintained in our database to insure that all consultants have access to case details should follow-up needs arise.

For our EAP clients, case management integration is a key differentiator for our service. We believe strongly that as case manager, your consultant should have complete information about every aspect of the case at his or her fingertips. We provide detailed service history as a normal component of both our consultation, and resource and referral processes. This information is delivered in electronic format and can be easily pasted into your own case management system. We can also work with your IT staff to develop a function custom data bridge to your system.

Company benefit information can be stored on our system to allow for cross referral to other important benefits your employees need.

Call Center Support
Our telecommunications infrastructure allows us to easily adapt to your own telephone network or switch. As such, we offer a variety of call center support services including emergency back-up and over-flow call processing for our EAP partners.

Quality and Customer Satisfaction Polling
Quality and customer satisfaction are key to the success of any service. Our consultants participate in both random and scheduled weekly case reviews to monitor the appropriateness and facility of their response. We appoint a member of our consulting staff to be a liaison to your service group and offer regular opportunities for them to meet and discuss issues and share thoughts.

Our direct service clients can rely on our expert account managers to provide you with up-to-them minute statistical data about your employee’s utilization of the service.

We also provide a process for users of the service to rate their satisfaction with the service they receive. It can be as simple as filling out a written customer survey or as easy as using our telephonic customer feedback service – you decide.