How would you reply to the employee?
You coordinate employee wellness programs at Marshline Components, a fictional U.S. employer.
The question
An employee emails the shared wellness inbox to ask how to contact the employee assistance provider. The staff directory lists a sign-in portal. The program lead can answer questions about employer reporting.
Your contact is anonymous. I’ll register you using your message.
You can share approved contact details. The provider owns its individual records. The employee decides whether to contact the provider.
“Give the employee a route and explain what you can verify about records.”
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A strong answer, step by step
Open each step in turn. This is one strong answer, not the only one.
Step 1: Which parts can you verify?
What would you do here? Open the move you’d make.
Keep the draft as written.
Tempting, but it misses something. The draft gives an unsupported promise and acts before the employee chooses.
Check the contact route and remove the promises.
The strong move. The employee gets verified information and keeps control of the choice.
Forward the draft to the supervisor for approval.
Tempting, but it misses something. The program lead owns reporting questions. The supervisor does not need this request.
See how a strong candidate says it
“I can check the contact details in the directory. I’d remove the guarantee and the promise to register the employee.”
Why it works: The draft promises something that the directory and your role do not establish.
Step 2: What do you ask next?
What would you do here? Open the move you’d make.
Give the portal and check whether they can use it.
The strong move. You can look up another route if this one is inaccessible.
Ask why they want to contact the provider.
Tempting, but it misses something. The reason is not needed to find a contact route.
Ask the employee to send their message to the provider through you.
Tempting, but it misses something. The employee can decide whether to contact the provider directly.
See how a strong candidate says it
“Here’s the approved portal. Does this sign-in route work for you? If it does not, I can check the current alternatives.”
Why it works: A question about access can resolve the request without collecting personal circumstances.
Step 3: Which route works now?
The employee says they cannot use work email and asks whether their supervisor sees who contacts the provider. The current guide confirms a direct phone line and says the employer receives approved program totals only.
What would you do here? Open the move you’d make.
Send the direct line and the exact reporting statement.
The strong move. The employee can make a choice using verified access and reporting facts.
Tell the employee that nobody can see their contact.
Tempting, but it misses something. The provider owns its records. The guide only describes what the employer receives.
Ask the employee’s supervisor to arrange access.
Tempting, but it misses something. The provider already has a direct route that does not require work email.
See how a strong candidate says it
“You can use the direct phone line in the current guide. The employer gets approved program totals. The provider can explain how it handles its own records.”
Why it works: The verified phone route solves the sign-in problem. The guide defines what this employer receives.
Step 4: What do you say about records?
What would you do here? Open the move you’d make.
State what the guide says and name who can check each question.
The strong move. The employee gets an answer within your role and can choose what to do.
Offer to collect the details and submit them for the employee.
Tempting, but it misses something. You can give an access route without collecting their circumstances.
See how a strong candidate says it
“Our guide says the employer receives program totals. You can ask the provider about its records when you call. If you have a question about what the employer receives, I can check it with the program lead.”
Why it works: The reply distinguishes the two owners and gives the employee a next step.
The answer, in short
- Decision
- Give the verified direct line and leave the contact decision with the employee.
- Because
- The guide supports that route and defines the employer’s reporting.
- What would change it
- If the guide or the employee’s access changes, verify the current route with the program lead.
Common traps
- Promise that nobody can see a record.
- Ask for personal circumstances to answer an access question.
Check your answer
- I checked the AI draft against the program guide.
- I asked only about access.
- I used the current route and reporting statement.
- I left the contact decision with the employee.
Last reviewed Nov 11, 2026