The Associate Resource Line

Marriott International's Associate Resource Line is a toll-free resource and referral service that gives the company's employees confidential consultation and referral on personal issues, including family, child care, and elder care issues. The Associate Resource Line is part of Marriott's Work-Life initiatives that include programs such as on-site child development centers and education and training for employees. The Associate Resource Line is available 24 hours per day and in more than 150 languages to all Marriott associates. It is staffed by social workers who use a case management approach and who are familiar with the social service programs available to lower-income individuals and families. The resource line is also a valuable tool for frontline managers who reported spending between 25 percent and 50 percent of their time helping employees with "social work" issues before the resource and referral service was implemented.

The goal of this program is to provide a resource and referral service that could meet the needs of lower-income employees who might not be well served under a typical employee assistance program.

The company estimates that it has earned a 4-to-1 return on its investment in the resource line by reducing turnover and absenteeism.