Case Study: Nationwide achieves increased EAP utilization and improved associate well-being with Optum360

Nationwide® Associate Assistance Program A study in EAP excellence

Nationwide faced the challenge of proactively supporting the health and well‑being of its 35,000 associates through a high‑impact employee assistance program. Partnering with Optum360 to operate its Associate Assistance Program (EAP), Nationwide sought to increase early intervention, engagement, and access to behavioral health resources across its workforce while integrating support into everyday workplace and leadership practices.

Optum360 implemented a comprehensive solution of 11 on‑site assistance professionals across 10 locations, up to eight face‑to‑face counseling sessions per issue, WorkLife services, health‑assessment–driven outreach, manager support, and critical‑incident response. The program drove measurable results: EAP utilization rose from 8.8% to 11.7% (2009–2014), overall EAP services grew nearly 10% in one year (2012–2013), 79% of counseling needs were resolved within the EAP in 2014, and 94% of claims were in‑network that year—helping Nationwide lower downstream behavioral health use and earn industry recognition.

Nationwide

Kathleen Herath

Associate Vice President, Health and Productivity