Before we get started, I want to cover a few housekeeping items. You’ll find both a chat and Q&A feature available, so feel free to submit your questions at any point during the session. There's also a handout section—click the provided link to download any documents or resources you might need.

Now that we’ve covered the basics, I’m pleased to introduce Lindsay Watson from Mazzitti & Sullivan EAP, a partner of Capital Blue Cross. We’re also joined by Sean Madera from Capital Blue Cross. Today, we’ll be reviewing the Employee Assistance Program (EAP), which is included with Capital Blue Cross plans for group clients. We hope you find the information valuable. With that, I’ll turn it over to Lindsay.

 
Presentation by Lindsay Watson – Mazzitti & Sullivan EAP

Thank you, Elise. As mentioned, my name is Lindsay Watson and I’m with Mazzitti & Sullivan EAP. Today I’ll be giving you a brief overview of what’s built into Capital Blue Cross health insurance plans for your groups and their employees.

This program is called the Employee Assistance Program, or EAP, and it is included at no additional cost to eligible members. If any questions come up during the presentation, please don’t hesitate to ask. I don’t mind being interrupted and would be happy to clarify anything.

The EAP is a value-added service provided through Capital Blue Cross. It includes a wide range of support, including counseling services and other helpful resources. These services are available to any employee enrolled in a Capital Blue Cross plan, as well as their covered dependents. It applies to small groups, mid-market, and small business health plans. As of January, individual subscribers are also eligible. If the employer offers coverage for dependents, those dependents can also access the EAP benefits.

The service most people think of first is mental health counseling. Each eligible member receives four free counseling sessions. These are not shared across family members—each individual gets their own set of four sessions. These sessions can be conducted virtually, over the phone, or in person, depending on availability and preference. This benefit is renewable. After a two-month waiting period following their fourth session, members are eligible to receive another four sessions, which means they can potentially access up to twelve sessions per year. Many people use the service for issues like family conflicts, marital concerns, anxiety, stress, and workplace challenges. When someone reaches out for support, we ask about the specific issue they're facing so we can match them with a counselor who specializes in that area. If we don’t already have someone in our network who meets their needs, we’ll actively recruit to find one.

We do verify Capital Blue Cross coverage when someone contacts us. They can provide their member ID, or we can verify using their name and date of birth.

Another important part of the EAP is our elder care resource. Members can use their sessions to speak with an elder care law specialist. This is especially helpful for individuals caring for aging parents or other relatives. Topics might include long-term care planning, estate planning, Medicare or Medicaid questions, or end-of-life planning. Although many people find what they need in just one session, up to four sessions are available, and like counseling, they can be renewed.

More recently, we’ve added legal resources. Members receive a free 30-minute consultation with an attorney for each separate legal issue they’re facing. While employment law is excluded due to conflict of interest concerns, this benefit covers a wide range of topics. We’ve had members reach out about wills, custody disputes, bankruptcy, immigration, and more. After the free consultation, if they choose to continue with the attorney, they receive a 25% discount on legal services. This service is available nationwide. The intake process includes gathering some basic demographics, and then we provide the member with an attorney in their area. We also offer a large library of online legal forms and templates. For example, if someone is looking to create a will, they can use the available templates and consult an attorney to walk them through the process.

We also offer financial support through our partner, Balance, which provides unlimited 30-minute consultations. Members can speak with financial planners or coaches about topics such as budgeting, student loan debt, credit management, or preparing to buy a home. Like our other services, Balance provides a wide array of online tools and resources to help guide members toward financial wellness.

In addition to these four main areas—counseling, elder care, legal, and financial—we also help members connect with local community resources. If someone needs help paying a utility bill, finding food assistance, or securing housing, we have a wide network of community-based organizations we can refer them to. Our goal is to meet members where they are and connect them with the support they need.

It’s important to emphasize that EAP services are completely confidential and voluntary. Many people are hesitant to reach out because they fear their employer will find out, but that is not the case. We will only break confidentiality in four legally required circumstances: if someone is a danger to themselves, a danger to others, if there is a court order, or in cases involving child abuse. Otherwise, everything remains private.

We are available 24/7, 365 days a year. If someone calls after regular business hours, they will always reach a live person. Our answering service can help with referrals and connecting them with resources. We also have licensed therapists available around the clock for crisis situations. If someone is in distress and needs to talk immediately, help is always available.

We also have a user-friendly website at www.mseap.com. At the top right-hand corner of the homepage, you’ll see an orange button labeled “Work-Life Section.” Clicking that will prompt the user to enter an access code, which varies depending on the group. For example, brokers can use the code "broker demo" to explore the site. Employees of small or mid-size groups should use the code “CBG.” HR professionals and supervisors can use “CBG2” to access additional tools, and individual subscribers can use the code “CBGMAP.” Registration is not required to access most resources. However, if someone wants to complete a training that provides a certificate of completion, they will need to register. Registering also allows users to start a training, pause, and return to it later.

Once logged in, users will see a short six-minute video summarizing the services available to them. Scrolling further down the page reveals tiles for various resources, including webinars, financial calculators, legal tools, wellness assessments, and more. We also post monthly newsletters, recipes, emotional wellbeing content, and even downloadable legal forms. The platform is full of helpful, self-guided materials.

One important feature of the website is the "Get Help Now" button, which links to our online referral form. Members who don’t want to call can fill out this form to request services. This is especially useful for those who prefer not to speak on the phone. The form asks for basic information—name, employer, contact preferences, and what type of service they’re seeking. We also ask if they have any preferences regarding their counselor, such as gender, format (in-person or virtual), or faith-based support. We do our best to match them with someone who fits their needs. Once we receive the form, we follow up by email if that’s the member’s preferred method of communication. From there, we provide a list of options that accept EAP, and the member can schedule directly with the provider that works best for them.

Finally, we provide our contact information at the end of the presentation. This includes our phone number, general inbox, website, and the contact details for me and my colleague Jessica. We are both Capital Blue Cross Retention Specialists and work closely with the Capital Blue Cross team. If you have questions or need support, we’re here to help.

 
Closing Remarks – Elise Fry & Sean Madera

Thank you, Lindsay. That was incredibly informative. I don’t see any questions at this time, but if anyone thinks of something later, feel free to reach out to me and I’ll pass it along to Lindsay or Sean.

Just a reminder: handouts are available, and there’s also a dedicated Mazzitti & Sullivan section on the Capital Blue Cross website. This EAP is already built into your clients’ medical plans. If you’re working with a small group that has a Capital Blue Cross PPACA-compliant plan or a small business ASO plan, they already have this benefit today. Even if you’re selling a high-deductible health plan and clients are concerned about out-of-pocket costs, this benefit is still available for them to use—at no cost—if they need someone to talk to.

Sean added that one of the key points that needs to be repeated is that this benefit is already included in the plan. Many employer groups may be paying separately for similar services through a third party without realizing that Capital Blue Cross already provides this support. This can be a major advantage in the market.

Lindsay reiterated that awareness is the biggest hurdle. Many people simply don’t know the EAP exists or that it's included in their health plan. She emphasized that it’s available not only to employees but also to their covered dependents—including students living out of state. Mazzitti & Sullivan has providers in nearly all 50 states, so members can access services no matter where they live.

Elise thanked Lindsay and Sean again and expressed her appreciation to everyone who attended the session.