This presentation describes the business rationale and quasi-experimental longitudinal research design of a 1997 study of employee assistance program (EAP) services provided at The Hartford insurance company in the United States. Results from 1,155 employees and 183 managers surveyed at baseline are featured. Topics addressed concerning the outcomes study design and measurement, needs assessment and promotional strategies for EAP services. As expected, analyses revealed that the treatment group who received Optum Care24 (combined EAP and nurse advice call services) and the control group (no Care24; internal EAP staff) were similar on all key factors measured at the baseline year before Care24 was started. Ratings of 14 topics relevant to EAP use found that 84% of employees had one or more issues of high or very personal concern; also 27% of employees had one or more issues that interfered with their work productivity. 13% of employees planned to use the new Care24 service in the future. Only 4% of employees had used the internal staff model EAP at the company in the past year. Managers were asked to estimate their employees’ level of concern for EAP issues, how those issues interfered with their employees’ productivity, and if employees would use EAP services for such issues. • Managers had higher ratings on all three dimensions, especially on work interference.