Employee assistance programs (EAPs)

Scope

Some organizations provide help to their employees for all kinds of issues. This help is a rather common benefit known as an employee assistance program (EAP).

Regulatory citations

• None

Key definitions

• Employee assistance program (EAP): A worksite-focused program designed to assist in the identification and resolution of productivity problems associated with personal problems, such as alcohol and/or drug abuse. Other problems may involve family, marital, emotional, behavioral, vocational, smoking cessation, legal, or financial issues.

Summary of requirements

An EAP is intended to maximize the health and efficiency of the workforce while conveying a caring attitude on the part of the employer.

• EAPs often help prevent employees from starting to abuse drugs and/or alcohol by addressing personal problems before they become unmanageable by the employee.
• EAPs are also excellent tools for supervisors to use when dealing with troubled employees.

Productivity. Not only do employees have a stake in their own well-being, organizations have a stake in the well-being of their most valuable resource—the employees.

• When an employee is experiencing personal problems, the employee’s work usually suffers.
• One of the arguments for implementing an EAP is to catch a problem before it becomes too big and negatively impacts productivity even more. This benefit may also put the employer in a positive, and more attractive light in the eyes of prospective employees.

Costs. Employers usually pay the cost of EAP services for a set maximum quantity of sessions for each situation. If the EAP refers an employee for specialized counseling/treatment not covered by insurance or other benefits, employees may be responsible for those services.

Any company considering an EAP should evaluate for itself the financial factors and success of such programs as well as the number of times an employee would be allowed to participate. Some companies set up their EAPs internally, and they are administered by employees of the company. Other companies contract with an outside entity to privately interview troubled employees and, when appropriate, refer them for treatment or counseling.

Utilization of an EAP is usually short-term. If more long-term help is needed, the EAP counselor may refer an individual to specialized help.

Referral. Employees may find themselves referred to an EAP through a variety of paths:

• Self-referral. The individual voluntarily seeks out contact with the EAP providers.
• Informal referral. A supervisor, co-worker, family member, or community professional recommends/suggests that an individual utilize an EAP.
• Formal referral. The performance of an employee has deteriorated and the employee is required to utilize the EAP or face disciplinary measures. The organization normally indicates who has the authority to issue formal disciplinary referrals to an EAP. The EAP providers may then notify the organization to verify whether or not the employee has utilized the EAP and followed through on the consultant’s recommendations.

These are not cast in stone, but rather, are one format that can be followed. Employers often meet with a variety of EAP service providers to find one that fits well with their organization.

Confidential and professional. EAPs are generally designed to offer confidential consultation and counseling services to employees and their dependents who are experiencing problems that may be impacting their life at work and/or at home.

Often, the employees referred to EAPs are not troublemakers, but are simply going through a difficult time. Who is referred and the related diagnoses is kept between the consultants and the individuals. The information does not go any further. One of the cornerstones of effective EAPs is that they are confidential. No one outside of the individual and the counselor(s) involved is to be aware of the individuals’ problems.

The services also need to be those of professionals in their field. Knowing that they’re being helped by someone who is properly trained should help individuals feel secure that they are obtaining valuable assistance. When selecting an EAP provider, organizations should look for licensed and experienced professionals.

Supervisor/manager training. Since supervisors or managers may be the first to spot a performance problem, they should be trained in how the EAP works and when employee referral is appropriate. Some performance problems may be alleviated with appropriate training, and may not involve a personal problem at all. Organizations may want their supervisors and managers to be aware of not only how to identify potential personal problems, but the appropriate procedure to refer an employee to an EAP, if needed. Supervisors and managers should:

• Document performance issues. Such documentation can help identify the source of a problem, and perhaps indicate a possible solution.
• Not be expected to diagnose an employee’s problems, or try to counsel an employee; only to identify performance problems. If the documentation and evidence indicate the need for help, then an EAP may eventually be an effective avenue.
• Prior to referral to an EAP, go through the steps to identify and describe the performance problem, and indicate what the employee’s performance should be. This should be communicated to the employee, along with a plan of action that includes a schedule for improvement. This can be done with a performance appraisal. At this step, the supervisor or manager may determine that the problem is one of training or motivation.
• Investigate other possible causes and solutions if the employee’s performance does not improve with this intervention. Perhaps help from a company trainer or other manager may provide some insight. Again, the employee may provide some of the best insight, and the supervisor or manager should work directly with the employee to help solve the problem.
• If nothing else seems to work, decide to refer the employee to the EAP. They may also want to coordinate their efforts with an HR representative.

Get the word out. Employers generally provide information about their EAP to employees using posters, notices, or intranet sites. Employers want employees to be aware of these services so employees are more apt to take advantage of the service and derail any personal problem that may exist.