Is Your EAP Working for You?
In today’s fast-paced work environment, the well-being of employees has become more than just a corporate checkbox—it’s a business imperative. Many organisations offer Employee Assistance Programs (EAPs) to support the mental, emotional, and financial health of their staff. But a critical question often goes unasked: Is your EAP actually working for you?
What Is an EAP?
An Employee Assistance Program is a confidential service designed to help employees manage personal and work-related challenges. These programs typically offer brief confidential counselling, legal and financial advice, work-life support, and crisis intervention. The goal is to improve employee well-being and, by extension, workplace productivity and morale.
Signs Your EAP Is Working
1. High Utilisation Rates
If employees are actively using the program, it’s a good sign that the EAP is accessible and relevant. Utilisation rates vary, but anything between 6-12% annually is generally considered strong, depending on the size of your organisation.
2. Positive Employee Feedback
Employees who feel supported are more likely to speak positively about the EAP. Anonymous surveys can help gauge satisfaction and trust in the service.
3. Noticeable Impact on Workplace Culture
A good EAP contributes to a culture of openness and mental health awareness. Look for signs like reduced stigma around seeking help, better work-life balance, and improved relationships between management and staff.
4. Ease of Access
If employees find it easy to connect with the services they need—whether through phone, online, or in-person—it means the EAP is meeting them where they are.
5. Manager Engagement
Well-informed managers who refer employees to the EAP or use it themselves help normalise the program and integrate it into the broader organisational support system.
Red Flags Your EAP Might Not Be Working
• Low Awareness or Confusion About Services
If employees don’t know the EAP exists or what it offers, that’s a failure of communication and engagement.
• Barriers to Access
Long wait times, limited hours, or complex sign-up processes can discourage usage and reduce impact.
• Lack of Follow-Through
An EAP should be more than a helpline. If employees don’t receive follow-up care or ongoing support, it may not be effectively helping them. If the EAP does not meet the expectation of the employee (i.e., they are unable to access structured counselling support) this reduces engagement and trust in the EAP provision.
• Outdated Offerings
EAPs must evolve to address current needs, including remote/online therapy, and specialised resources for issues like burnout or financial planning.
What You Can Do
If you’re unsure whether your EAP is effective, consider the following steps:
• Survey employees anonymously to find out how many are aware of and have used the EAP, and what their experience was like.
• Audit the program to see what services are offered and whether they align with the real needs of your workforce.
• Train Managers to understand when and how to refer team members to the EAP.
• Communicate Regularly about the program through emails, intranet, posters, or wellness events.
• Review Performance Metrics provided by the EAP vendor, such as usage rates, satisfaction surveys, and case outcomes (always de-identified).
Final Thoughts
An EAP is a valuable tool—but like any tool, it only works if it’s visible, accessible, and tailored to the people it’s meant to serve. Regularly checking in on your EAP’s effectiveness is not just good practice—it’s a commitment to employee well-being.