What is an Employee Assistance Program (EAP)?

An Employee Assistance Program (EAP) is an optional service offered as part of an employee benefits package that provides 24/7 assistance to employees on a wide variety of topics. EAP is often considered as a complimentary service to a benefit such as Long Term Disability, providing help and advice to employees that are experiencing physical or emotional hardship to facilitate a faster recovery. However EAP’s often offer a wide variety of services that cover a range of circumstances. For example, an employee that has recently become a parent can call the EAP for advice on a host of child related topics. Consultations may be over the phone, through a dedicated online portal or face to face, depending on the plan design selected.

Some of the topics that are often covered by EAP’s are:

• Workplace stress
• Substance abuse or smoking cessation
• Disability support
• Grievance counselling
• Relationship issues
• Financial advice
• Legal advice
• Advice for managers on employee situations

Everything discussed with the EAP provider is strictly confidential and is free for the employees and their immediate family to use. The separation of the EAP provider and the employer is a key component of the benefit, enabling employees to talk openly about issues that they may not be comfortable discussing with their employer for fear or reprisals.

The focus of an EAP program is on employee wellness and in being proactive, resolving problems before they impact work performance. The nominal cost is potentially offset by a reduction in absenteeism and turnover, faster recovery and less burden for managers and/or HR. The key is in making employees aware of the EAP program and all that it offers through regular employee communications and information sessions. Under utilization of the EAP benefit is usually due to a lack of awareness of the services available.

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How does an EAP work?

The initial point of contact with the EAP provider is via a phone call using the number provided. The employee or a member of their immediate family calls this number within the hours of operation (typically 24/7) and speaks to a phone agent that helps them determine the nature of their problem. The agent will either then proceed with the call (if it is within their area of expertise) or refer the caller to an appropriate resource that is suitably trained to handle the issue. A call back time or face to face meeting may be scheduled if no suitable resource is currently available.

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Options

There are limited options to choose from for most EAP benefits. If there are options they typically centre around the level of EAP services provided, for example whether face to face EAP consultations are available. There may also be choices around the different categories the EAP covers, with topics such as legal advice or financial advice constituting optional extras.

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Rates

EAP is usually priced on a flat per employee basis. The rate may be bundled with other products (such as EHB or LTD) or sold separately.