What an EAP is actually for
Employee Assistance Programs were designed in the 1970s to provide confidential counseling and referral to employees dealing with personal challenges — originally substance abuse and mental health, expanded over the decades to cover family stress, financial counseling, legal questions, and caregiver burden. Modern EAPs are typically structured as a 24/7 phone line, a short series of free counseling sessions, and a curated referral network.1
For an employee in acute distress — grieving, navigating a new diagnosis, in a crisis — an EAP is one of the most cost-effective benefits available. The 800 number works, the counselors are competent, the referrals are vetted. None of that is in question here.
What an EAP cannot do for working caregivers
EAPs help the employee cope. They do not help the family member the employee is caring for — the person whose medical records, appointments, providers, and home services are consuming the employee's time during the workday.
An EAP can refer your employee to a geriatric care manager. It cannot make the referral call, organize the records, follow up on the authorization that's been stuck for three weeks, brief the new home-health aide, or send the weekly written update that keeps the family aligned. Those are execution tasks — the work of administrative care coordination — and they are precisely what's bleeding into the employee's workday.
The result: an employee using their EAP for caregiving support typically gets emotional support, a list of options, and a feeling of being heard. They then go back to managing the logistics personally, during work hours, on Sunday nights, during PTO days they were going to use for rest.
What PTO, FMLA, and LSAs cover (and miss)
- PTO: Caregivers use it — often quietly redirected from vacation toward provider visits and crisis windows. PTO is a time-allocation lever, not a coordination lever. It doesn't reduce the work; it gives the employee a fixed budget of hours to absorb it.
- FMLA: Unpaid leave for serious health conditions of the employee or a covered family member. Designed for episodic acute events, not the chronic low-grade rhythm of adult caregiving. Most caregiving doesn't qualify; the small fraction that does often goes unused because employees can't afford unpaid time off.
- LSAs: A Lifestyle Spending Account is a flexible employer-funded allowance employees can apply to a defined list of wellness/financial/family categories. LSAs that include caregiving coordination as an eligible service let employees apply LSA dollars to a benefit like Averyn — but only if caregiving is on your eligible list, which it usually isn't unless you've explicitly added it.
Notice the pattern: each of these tools assumes the employee is doing the coordination work themselves and just needs time, money, or emotional support to keep doing it. None of them remove the work.
The administrative layer: ~32% of caregiver hours, and nothing is built for it
AARP/NAC 2025 categorizes caregiver activities into ADLs (activities of daily living — hands-on care), IADLs (instrumental activities — meals, transportation, light help around the house), and care coordination/administrative tasks (scheduling, records, portals, family communication).2
The admin/coordination layer represents approximately 32% of working-caregiver hours — the largest single category for working caregivers, who typically aren't doing the hands-on care themselves (paid caregivers, family members, or facilities cover that). Yet there is no standard benefit category designed to address it. EAPs counsel the employee through it. PTO lets them take time to do it. FMLA tries to formalize the time off when it's acute. None of them do the work.
This is why offering a coordination/concierge benefit alongside an EAP isn't redundant — the two address fundamentally different parts of the problem. The EAP is about helping the employee. The coordination benefit is about reducing the underlying work.
How to close the gap without replacing what works
Adding a caregiving coordination benefit does not require replacing your EAP, restructuring your PTO, or changing your FMLA policy. It slots in alongside, as a discrete benefit-stack category. With Averyn Keystone it's one offer, and you choose how much you fund along a contribution dial:
- Fund most or co-fund a launch: You fund a share of each 90-day launch (a Record Vault + 90 days of coordination); we generally recommend keeping a family share unless you fund 100%. Aggregate-only utilization reporting. Best when you want measurable data inside 90 days or are starting with a small pool.
- Make available at preferred rates (no employer cost): Listed in your benefits portal at the preferred rate; employees opt in and pay directly. Sharpest math for retention at the HCE level.
- Fund it through an LSA: Add caregiving coordination to your existing LSA eligible-services list. A post-tax LSA is a payment method, not a separate program.
However you set the dial, it's designed to coexist with your existing EAP, PTO, FMLA, and LSA architecture. The EAP keeps doing what it does well; the coordination benefit handles the layer the EAP can't. This is a retention play for the people you already have, not a recruiting line for the careers page.
How to test whether this matters in your org
- Take the 15-question gap checklist — you'll see whether the admin/coordination layer is currently in your stack at all (Section 2). Most score low here.
- Run the cost-to-business calculator with your specific headcount and industry. The output gives you a defensible internal number.
- Ask your EAP vendor for their caregiver-utilization stats. They'll typically report high case volume in the caregiving category — which confirms the underlying need but doesn't change that the EAP isn't built to address it.