Note:

For a program to be effective, it must be used.

Utilization rates (or penetration rates) reflect the percentage of employee family problems the EAP has actually addressed. Such percentages do not rightfully include phone contacts or the counting of different family members separately (unless these family members are coming to the EAP separately and for separate problems). We've also seen situations where companies have counted each session as a new contact. Although utilization rates vary and are affected by such things as periods of turmoil in a company, nevertheless guidelines show what a company can realistically expect in terms of utilization figures.

(See also: Effective Design)

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