What is the Employee Assistance Program (EAP)?
The EAP is a confidential and independent counselling and support service for employees (and often their immediate family members).
It’s designed to help people manage personal, family, or work-related issues that might affect their wellbeing or performance at work.
As a manager, you can also contact the EAP for advice on supporting team members, managing difficult situations, or maintaining your own wellbeing.
How can the EAP help my team?
The EAP can assist employees with:
- Work stress, burnout or workload pressure
- Conflict or communication issues
- Anxiety, depression, or low mood
- Relationship or family problems
- Grief and loss
- Financial, legal or substance use concerns
When employees get timely support, it helps them recover faster and stay engaged and productive at work.
Is the EAP confidential?
Yes — completely confidential.
You’ll never be told who accessed the service or what was discussed. The only exception is if there’s a serious safety concern (such as risk of harm to self or others).
EAP providers give employers only de-identified data (for example, “15 staff accessed the service this quarter; common issues were stress and relationship concerns”).
When should I suggest the EAP to an employee?
You can recommend the EAP when you notice that an employee:
- Appears unusually stressed, anxious, or withdrawn
- Is having difficulty concentrating or performing
- Has had changes in attendance or reliability
- Seems affected by a personal issue or workplace conflict
- Has shared that they’re struggling but unsure where to turn
You don’t need to diagnose or counsel the person — simply listen, express concern, and let them know confidential help is available.
How do I refer someone to the EAP?
There are two main types of referral:
- Self-referral – The most common. The employee contacts the EAP directly and privately.
- Manager or supported referral – You encourage or help the employee make contact, especially if you’re concerned about their wellbeing or performance.
You can say something like:
“I’ve noticed you seem under a lot of pressure lately. Our EAP offers confidential support for any personal or work-related issues — you might find it helpful. Here’s their contact number.”
If the issue is serious or performance-related, you may contact HR or the EAP provider for guidance on how to approach the referral appropriately.
Can I call the EAP for advice as a manager?
Yes — absolutely.
Managers can use the EAP to:
- Discuss how to approach a sensitive staff issue
- Get guidance on difficult conversations
- Understand signs of mental health distress
- Seek support for your own stress or workload
Many managers find this service invaluable in maintaining both team wellbeing and their own resilience.
How do I recognise when an employee might be struggling?
Common warning signs include:
- Noticeable changes in mood, appearance or energy
- Withdrawal from colleagues or usual activities
- Increased irritability, conflict, or emotional reactions
- Declining performance or attendance
- Mentioning stress, anxiety, or personal problems
If you notice a few of these signs, it’s appropriate to check in gently and offer support — you don’t have to solve the problem yourself.
How can I promote the EAP to my team?
Promoting the EAP helps normalise its use and reduces stigma. You can:
- Mention the EAP in team meetings and one-on-one catch-ups
- Include EAP details in onboarding and wellbeing communications
- Lead by example — show that using the EAP is a sign of strength, not weakness
- Display EAP posters or links in shared areas or online workspaces
Remind staff that the service is free, confidential, and available anytime — for both personal and work concerns.
What should I do if an employee refuses EAP support?
You can’t make someone use the EAP, but you can:
- Respect their decision and keep communication open
- Continue offering reasonable workplace support
- Remind them that the EAP remains available at any time
If their performance is affected, you can manage that separately through normal performance processes, while still encouraging wellbeing support.
Can the EAP help in critical or traumatic situations?
Yes.
EAP providers often offer critical incident response or on-site support following events such as workplace accidents, sudden deaths, or major organisational change.
Contact HR or the EAP provider immediately if this is needed.
Can I get a report about how my team is using the EAP?
No individual details are shared, but employers may receive aggregate reports showing overall usage rates and common themes.
These reports help organisations track wellbeing trends and plan workplace initiatives — while protecting individual privacy.
What’s my role as a manager in employee wellbeing?
Your role is to:
- Notice changes in behaviour or performance
- Check in with care and empathy
- Encourage professional support such as the EAP
- Maintain appropriate boundaries — you’re not expected to be a counsellor
By showing compassion and awareness, you play a crucial role in fostering a mentally healthy workplace.
💡 In summary
The EAP is a confidential, free, and professional service that supports both employees and managers.
It’s there to help resolve issues early, reduce stress, and promote a healthy, high-performing workplace.
If you’d like to know more about our Employee Assistant Programs (EAP), please contact us today. Alternatively, you can book a counselling session here.