About Aurora's Employee Assistance Program
Committed to continuously finding better ways to serve you
| Organization | Quality/Service Indicator |
| Length of Time in Business: | Since 1983 |
| Business Retention Rate: | Over 90% |
| EAP Contracted Organizations: | Over 300 |
| Covered Lives Served | Over 330,000 |
| Overall Client Satisfaction: | 98% of clients recommend the Aurora EAP to family & friends (81% very good ratings/ 17% good ratings) |
| Average Staff Retention Rate: (past 5 years) |
95% |
| Work Environment: | Aurora Health Care is rated "Best Place to Work" by Modern Healthcare Magazine - 2008 |
| Aurora Health Care awarded the Gold Well Workplace Award by the Wellness Council of America - 2009 | |
| Intake | Quality/Service Indicator |
| Availability: | Live Person, 24/7 |
| Average Time to Answer: | Surpass National Committee for Quality Assurance (NCQA) standards |
| Counselor Services | Quality/Service Indicator |
| Credentialing and Training: | 100% of counselors are licensed in behavioral health and/or have CEAP certification |
| Continuing Education: | Counselors receive 16 hours of continuing education per year |
| Accessibility: | Standard reflects the provision of clinic access within 20 miles/30 minutes of client's company or home |
| Employee Consultations: | Telephonic or in-person available upon the employee's request (2008 usage reflected 60% in-person, 40% telephonic) |
| Client Satisfaction: | 100% of clients rate their counselor service very good (79%) or good (21%) |
| Average Years of Clinical Experience: | 23 years |
| Quality Assurance: | Meets Council on Accreditation (COA) standards |
| National Network | Quality/Service Indicator |
| EAP Provider Network: | Over 350 providers in WI (approx. 115 clinics) more than 1,000 EAP providers nationwide & Canada (approx. 500 clinics) |
| Credential Verification: | Meets COA standards |
| Accessibility: | EAP providers are contracted to meet geographic needs as new business is attained. Two business days standard exists to locate and contract with new EAP providers. |
| Employer Services | Quality/Service Indicator |
| Overall Utilization: | 28% in 2008 |
| Supervisory Referrals: | Approximately 75% of all supervisory referrals result in employee job retention |
| Training: | On a scale of 1-4, 100% of clients rate presenter's knowledge/understanding of training topics 3.8 out of 4 |
| Work/Life Services: | Approximately 15 hours of time saved "per case" when using childcare and 30 hours saved for eldercare services |
| Financial/Legal/Mediation: | Over 86% of those accessing services rate their experience as excellent |
| Utilization Reports/Annual Summaries: | Documents program use, outcomes and employer savings |
| Average Years of Experience: | 20 years |
| Behavioral Health Management | Quality/Service Indicator |
| Credentialing & Training: | 100% of case managers are licensed independent behavioral health professionals or registered nurses |
| Average Years of Experience: | 22 years |
| Network Providers: | Meets NCQA standards |
| Average Time to Answer Provider/Client Calls: | Surpasses NCQA standards |
