Five Steps to Increasing Utilization of Your Employee Assistance Program

Abstract

Despite increased stress and free services, the national average for EAP use within a company continues to be 3% to 4%. This article describes the steps one company has taken to achieve a 16% utilization rate for the last 3 years.

Employee Assistance Programs (EAP) have expanded their role from the original alcohol and substance abuse counseling to include family, financial, legal, domestic abuse, generational, bullying, and health and well-being services

At any given time, 20% of employees have personal problems that impact their job. According to the National Institute of Mental Health, 30% of all absenteeism and 66% of all terminations are related to employees’ personal problems. EAPs are a proven, cost effective solution to many of the problems employers face today. Research shows that each dollar invested in an EAP saves the employer $5.00-$16.00. (EAP, n.d., para. 2 and 3)

The following five steps describe how one company successfully increased its EAP utilization rate to 16% after 3 years by cultivating EAP as a wellness benefit and healthy choice. A distinct brand and logo that easily identifies the program throughout the company is the first step. Marketing strategies include annual letters home with an EAP wallet card, placing EAP posters throughout facilities, advertising webinars and EAP topics on electronic message boards, the in-house webpage, and in wellness offices. Monthly safety meetings end with EAP infomercials on various topics.

Program education and reinforcement is the second step. Training for managers includes how to access EAP services through the formal and informal referral process, recognizing signs that services are needed, how to start a dialogue with associates, and the importance of having a subsequent conversation with the associate to ensure they have engaged with EAP services and are working toward resolution of their problem. Health Services and Health Wise Coaches meet regularly with associates to reinforce the availability of EAP services. EAP counselors seem more approachable after presenting short workshops on hot topics, making future initial counseling sessions less intimating.

The third step is ensuring confidentiality. It is vital that associates know that individual cases are never discussed within the company without associates’ consent. On-site offices are located within Health Wise areas, away from Human Resources or management areas.

The fourth step involves availability of services. Most EAPs provide an 800 number with 24-hour services. On-site counseling was added to complement traditional off-site services. Telephonic counseling and 24-hour EAP website access from home or electronic devices (i.e., tablets or smartphones) increase usage opportunities.

The final step is holding annual meetings with EAP account managers and Health Services, Health Wise, and Human Resources staff to identify trends, usage, and general program needs. Health Services meets with EAP counselors quarterly and as needed to promptly address new or trending issues and coordinate presentation topics.

The true measure of program success is shown by the increase in the number of associate to associate referrals. Despite increased utilization, about 8% of associates who need services do not access them. Through annual reviews, it was determined that the EAP website was underused, and staff would look at new ways to market the value of the online resources to company associates.

EAP services are a valuable resource that will always be needed. Managing EAP as a wellness and health benefit is an opportunity for success.