The 3 Main Barriers to EAP Utilization

The 3 Main Barriers to EAP Utilization

A “household pulse” survey administered by the Census Bureau this spring showed one-third of Americans had symptoms of clinical anxiety, depression, or both. The National Safety Council is now emphasizing employers’ role in combatting this crisis, saying they must brace for an increase in substance misuse, absenteeism, presenteeism, and more.

As the NSC points out, it’s more important than ever to support employee mental health. Yes, we may need to innovate new methods of support. We shouldn’t overlook a critical front door to mental health care: the Employee Assistance Program (EAP).

An EAP program offers third-party counseling services to help employees navigate challenging life situations that affect their personal and professional lives. While more than three-quarters of US employers offer EAP’s, most of their employees don’t know about the service. In this post, we’ll outline the three main barriers to engaging employees with their EAP.

What do EAP programs include?

An EAP program helps employees with stress management for a variety of situations. Services can address relationships, legal challenges, drug abuse, financial concerns, elder care support, employee mental health, and more. EAPs are strictly confidential and intended to help employees effectively deal with their problems, so they don’t carry them into the workplace.

We know that EAP services are a great way to increase employee productivity, happiness, and wellness. Estimates place the ROI on EAP at anywhere from $1.49 to $13 for every $1 spent.

Why Employees Ignore Their EAP Program

We see three main reasons why your employees don’t use EAP’s:

1. Too hard to understand

On a basic level, the nuts and bolts of an EAP program may be unclear to your employees. Awareness is the first step, as many employees might not know it exists. They may also be afraid to access the offering because of a misunderstanding of cost. Is it truly free? How many sessions are covered by their employer?

You can imagine that taken together, this stack of questions could keep already discouraged employees from ever reaching out.

Solution:
Create a year-round communication plan that highlights your EAP offering services, costs, contact numbers, and any other simplified details. Distribute information in bite-sized pieces throughout the year, and don’t rely on email alone. Instead, alternate where and how you educate employees with SMS messages, emails, posters, and even Slack or Microsoft Teams messages.

2. Too much stigma

Mental illness, financial struggles, and marital problems remain heavily stigmatized, even in modern life. EAP’s address these issues, but employees may be hesitant to engage out of fear of stigmatization. That fear may even be unconscious; employees could be unwilling to seek help not only because they fear someone will see them struggle, but also because they don’t want to admit to themselves that they are struggling.

A misunderstanding of the EAP program can compound that fear, especially if employees think they need permission. Those who believe EAP use requires HR approval are unlikely to seek it for fear of being stigmatized.

Solution: Invite senior leadership to share stories about their positive EAP experience. If that isn’t possible, work to collect anonymous stories from your EAP provider. Social proof helps employees understand that everyone needs help from time to time, and helps break down the stigma.

Emphasize the confidential nature of EAP services in every communication about this benefit. Employees need to understand that management will not know who has accessed the 3rd party service, and anything they say will not make it back to any internal employees. Also, make it clear that employees don’t need prior authorization of any kind to seek help. You really can’t say it often enough.

Employee Assistance Program Guide

EAP’s are often buried in a benefits booklet and ignored. Here, we’ll share our best tips for helping employees navigate life with the help of your EAP.

3. Too hard to use

Lastly, your EAP may be too difficult to use. This barrier could be due to clunky software, a confusing benefits booklet, or adding too many similar services to your benefits offering. To access their EAP, do they call a number? Visit a website? Getting to the EAP can become an insurmountable obstacle.

An EAP is most effective when it’s clearly explained and offered alongside other benefits. A lack of centralized benefits, on the other hand, can drive down utilization across the board.

Solution: Make it simple to use your EAP by clearly displaying contact numbers throughout your office or company intranet. If you use Slack, pin contact information in a popular channel. If you use a benefits experience platform, point employees to this point of contact often so they can familiarize themselves with the process of using EAP.

Employees need mental health support more than ever before. Your EAP is poised to help—but only if you make it easy for them to vault these barriers. Make your EAP process easy to understand, work to break down stigma, and simplify EAP access. Sure, utilization will go up, but another outcome is more important: more employees will get the help they need.

That’s well worth your efforts.

How to Engage Remote Employees Right Now

How to Engage Remote Employees Right Now

As we endure ongoing coronavirus-prompted shutdowns, many companies are reckoning with a “new normal.” Employees thrown suddenly into remote work may be hunkering down for an extended amount of time (or forever, even). Other companies are cautiously returning to full capacity but swearing off the social gatherings that once punctuated office life.

At the same time, employees working from home are reporting “Zoom fatigue” brought on by increased video meetings. They’re juggling the additional mental stress of police killings and reckoning with racial injustice. This volatile season leaves employees needing more support than ever, and employers with fewer ways to engage remote employees.

We talked to HR experts about how companies can engage and support employees in a contactless work environment.

Employees are sick of video, not connection

As more employees work from home, their companies are turning to video conferencing software like Zoom, Skype, or Microsoft Teams. According to App Annie, Zoom’s app topped download charts throughout February and March, and other apps like Google’s Hangout Meet and Microsoft’s Teams surged, too.

The problem, says Breakout co-founder and CEO Kari Clark, is that video is draining. She co-founded Breakout early this spring to create experiences that build remote teams without burnout. That’s become even more important as the shutdown drags on.

“We’ve found that productivity is up, but it’s up at the expense of wellbeing and culture,” Clark said.

Video can also be more draining than in-person or phone meetings because it requires us to read a screen for reactions continually. According to one series of surprising studies, we may be better at reading emotion in voice calls.

This influx of video meetings also places pressure on employees to perform for the camera when work and life overlap like never before.

Dr. Sheri Bias, associate professor of human resources at Saint Leo University’s Tapia College of Business, surveyed employees regarding their perception of business preparations before the pandemic. Survey respondents described the challenges of working from home, and often mentioned the pressure of videoconferencing, Bias said.

“There does seem to be a pattern of trying to juggle Zoom and teleworking arrangements in their personal situation expressed by some respondents from our survey. As an example, a respondent noted:

“Many Zoom meetings. Trying to keep my dogs from barking while I am on calls or in Zoom meetings. The dining room is my office, my husband is using the computer room and the den, depending on WiFi connectivity.”

Another survey respondent noted similar stressors: “Endless distractions. Trying to undertake homeschooling and child care while attempting to work. Bombarded with emails and newsletters from work. Reliance on Zoom and Microsoft Teams to communicate.”

Given external pressure and the limitations of technology, employers will need to work harder than ever to engage remote employees.

“Creating a remote culture and connecting remotely has to be way more intentional than when you were in the office,” Clark said.

Engage remote employees without overwhelming them

As a first step, Clark suggests envisioning how employees used to interact in the office. The Breakout process involves surveying employees to uncover what’s missing. Social butterflies may actually thrive at a virtual happy hour, while introverts prefer to be paired 1:1 for a phone chat. Other employees might prefer workshops, skill-building, idea jams, and the like. Breakout tailors these experiences to meet specific employee needs.

Video isn’t inherently wrong, Clark said, but with so many video meetings on the calendar, adding a “social” event that feels like work can be counterproductive.

“Don’t treat everything as a meeting,” Clark said.

Workplace social events used to be fun and informal, Clark said. Now that lines are blurred by video, we can help employees by considering their whole experience, as you would when planning a workshop or in-person event.

Other leaders are finding the key to engage remote employees may lie in lower-tech solutions.

Laura Fuentes, Operator at Infinity Dish, says taking video out of the daily equation has helped her employees.

“We’ve stopped using video for the majority of our meetings, saving it for social events only,” Fuentes said. “Since we’ve switched to a voice-only meeting protocol, we’ve seen a massive rise in productivity and general mood. It’s easy to think that more virtual human contact is the answer, but sometimes less is. Our brains and eyes need time to rest. Adding more time staring at computer screens is not the answer.”

Researcher Bias found that many employers she surveyed are turning back to old-school tools to boost engagement: picking up the phone to check on them, hosting puzzles on the intranet, or offering additional time off to juggle personal responsibilities.

“Overall, there is a theme that employers have been flexible with employees in regard to teleworking environments. In this new normal, there may be multiple distractions for employees that employers seem to be very understanding of based on telework circumstances,” Bias said.

Investing in remote work culture

Breakout’s Clark pointed out that the issues employers are experiencing with remote workers may be different, but they aren’t new. Extended remote work can expose underlying issues or prove how well your organization is already meshing.

“Remote work basically puts a magnifying glass on what is and isn’t working in your organization,” Clark said.

The way we work may never look the same. Instead of predicting the future, HR can use this time to focus on strengthening remote work culture, so it matters less where we work and more how we work together.

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