Support for employees who are caregivers: toll-free number, online platform, or dedicated advisor—which option should you choose?

With the number of employees who are caregivers on the rise (one in five employees), more and more organizations are looking to implement support programs. The question is no longer whether to take action, but how.

Should we offer a toll-free number? Launch a digital platform? Or provide personalized support with a dedicated advisor?

Behind these options lie very different rationales—and the results are different as well.

The decision isn't based solely on cost. It's a practical one: which solution actually addresses the challenges employees face?

What it's really like for an employee who is also a caregiver

Before comparing solutions, we need to start with the reality on the ground.

An employee providing assistance isn't just looking for information.
They are trying to manage a situation that is often urgent, complex, and constantly changing.

Typically, they have to arrange for in-home care, understand the financial assistance available, manage medical appointments, and continue to perform their job duties…

These topics follow one another, accumulate, and evolve over time.

This is the key point: an effective system must not only inform—it must also help people take action.

Three support models, three approaches

Not all caregiver support solutions address the same needs. They fall under different levels of service and intervention, which it is important to understand clearly before making a decision.

The toll-free number: for assistance

The toll-free number is the simplest option. It allows an employee to call a representative for initial guidance.

In practice:
The employee explains their situation,
receives advice or contacts,
and must then take the necessary steps on their own.

Real-life example:
An employee calls to find home care assistance. They are given several organizations to contact. The rest is entirely up to them.

This type of system is easy to set up and relatively inexpensive. It is well suited to addressing a one-time need for information. However, it has its limitations when the situation requires ongoing monitoring or coordination.

This model is useful for providing quick information, but it does not address the situation over the long term.

The digital platform: providing information

The digital platform provides centralized access to content, guides, service directories, and self-assessment tools. 

In practice:
the employee must figure out their situation on their own,
find the right information,
and choose and contact the right people.

Real-life example:
A platform provides a list of home care providers. The employee must compare them, call them, and check their availability.

This model works well for raising awareness and organizing information. It helps raise awareness on a broad scale and gives employees a degree of autonomy. However, it relies on one key condition: that the employee is able to identify their own needs and take action. In practice, this is not always the case, particularly in situations involving high mental workload.

Your dedicated advisor: providing support

Finally, the dedicated advisor is based on a model of long-term, personalized support. A single point of contact takes charge of the employee’s situation, helps them clarify their needs, and coordinates appropriate solutions. 

In practice:
the employee explains their situation once,
a representative assesses their needs,
concrete solutions are proposed,
the process is supported and monitored.

Practical example:
The advisor identifies the need, selects appropriate solutions, assists with implementation, and remains available to make adjustments over time.

This model does more than just provide guidance; it helps resolve situations. While this model is more demanding, it reflects the reality on the ground: caregiving situations are rarely straightforward and often require multiple coordinated interventions.

On paper, these three approaches may seem similar or complementary. In reality, their effectiveness depends on the complexity of the situations encountered.

An employee who is a caregiver does not face a single problem, but rather a series of decisions: organizing care, adapting the home, securing financial assistance, and balancing these responsibilities with their job. In this context, access to information is not always enough. What makes the difference is the ability to turn that information into action.

This is where the differences between the systems become apparent. A toll-free number provides guidance. A platform offers information. Personal support, on the other hand, helps navigate the situation.

How to Choose the Right Solution for Your Organization

When choosing a device, you should start by considering your goal.

If your priority is to raise awareness and bring the topic of caregiving to the attention of your employees, a simple initiative may be sufficient at first. It helps broach the subject and create an initial point of access.

If you are already seeing HR-related impacts and your goal is to address absenteeism, presenteeism, or employee turnover, the level of support needed must be higher. In this case, the issue is no longer simply about providing information, but about offering concrete support to employees in situations that are often complex.

The size of your organization also plays a role. A large organization can combine several approaches. A smaller organization will often be better off opting for a solution that is immediately operational.

The size of your organization also plays a role. Finally, you need to consider your internal resources. If your HR or social services teams are already stretched thin, external support can provide the time and expertise you need.

Decision-making criteria to consider

Beyond the format, there are several criteria that can be used to assess the effectiveness of a system.

The first is the actual usage rate. A device that is rarely used, even if it is inexpensive, has limited impact.

The second is the ability to handle complex situations. Caregiving often involves multiple stakeholders (medical, social, administrative), and coordination is a key factor for success.

The third is measurable impact. An effective program must be linked to HR metrics: reduced absenteeism, improved engagement, and retention of key employees.

Finally, clarity for employees is essential. A system that is too complex or poorly explained will not be used, even if it is effective.

What the most advanced organizations are implementing

The most mature companies in this area do not simply choose a default solution. They seek to solve a problem, support their employees, and build a system that aligns with their level of maturity.

In some cases, they start with an awareness-raising tool and then move on to more structured support. In others, they opt from the outset for a model that includes human support, in order to address the most critical situations directly.

In any case, they all share the same goal: shifting from a focus on information to a focus on impact. Moving from “What tool should we implement?” to “What level of support is needed to make a real impact?”

Summary Table of Solutions

Do you want to simply provide access to information… or do you want to truly support your employees in resolving their issues?

The answer to this question largely determines the type of solution to be implemented.