Family Service Employee Programs: Embracing Change

Family Services Employee Assistance Programs (FSEAP), is an extension of Family Service Toronto’s commitment to a strong, healthy and sustainable Toronto. FSEAP’s focus on demonstrating positive outcomes through providing the highest quality clinical services and a broad and diverse range of workplace relationships to employers across Canada extends the core mission of Family Service Toronto. FST pioneered EAP in this city more than 30 years ago. FSEAP has been recognized by the Employee Assistance Society of North America as the only provider to receive the Corporate Award of Excellence three years in a row.

The EAP industry, however, is currently experiencing a period of significant change. Highly competitive pricing, consolidation and investment, globalization, technology and commoditization are all reflective of a maturing business that demands more service to more people at decreased cost. Many of these pressures have been felt by FSEAP over the past two years. The loss of several major contracts has had a negative impact on the financial health of FSEAP after almost a decade of profitability. FSEAP recognized that the value proposition of the business needed to be revisited and redefined according to shifting market conditions.

In the past year, FSEAP has completed an operational review with external consultants focusing on internal efficiencies and business development. A targeted marketing strategy has already seen success for FSEAP. The acquisition of new contracts, the retention of existing business and efficient administration will see this division return to profitability. FSEAP is now well-positioned to succeed and to maintain its priorities of service excellence, accountability, support for diversity, and a collaborative approach with its customers.

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