Organisations want to know they are providing a valuable Employee Assisted Program (EAP) service for their employees at a time in their life when they need help the most. With so many EAP service providers available now how does an HR manager or small business owner know how to select the right one? Below is a list of items to consider when finding the most suitable provider for your organisation.
What is EAP?
EAP is a counselling service organisations make available to their employees to assist with personal or work related issues. The short-term psychological service may also be available to employee’s immediate family members.
What problems can EAP assist with?
Employees may need access to an EAP for a wide variety of problems including:
Choosing a Quality EAP provider
Qualifications of Staff
The EAP industry is unregulated and many service providers use unqualified counsellors. Your employees need to be assured that whatever their problem, they will be seen only by qualified and registered psychologists. A qualified psychologist has completed six years of study and training while a counsellor may have no qualifications, only on the job training and isn’t equipped to handle complex problems. Ask for details of the staff who will be seeing your employees and insist on qualified staff.
Services Provided
Employees often need more than EAP. In the instance of a work injury, an employee may need counselling for depression but also strength training rehabilitation to assist in getting them back to work. Rather than being referred to multiple organisations, your employee may need the continuity of care available in an organisation that offers psychological services, EAP, injury management and prevention, strength training and conditioning and aquatic therapy.
How will the EAP provider get to know your company
Ask any potential providers what they will do to at the beginning of the relationship to understand your organisation and employees. Will you be able to brief them on the demographics of your workforce, locations of employment and job descriptions so there is no delay in providing services to your employees?
Experience in your Field
Ask what other organisations your EAP provider services. In some industries, it is important that counsellors understand the type of work employees do and the stresses that may come with the job. If they have worked with similar organisations in the past, they are likely to have assisted employees like yours.
Hours of Operation
While an employee may work standard business hours, their need for immediate access to a therapist may be outside work hours. An EAP needs to be able to help depressed and suicidal clients at any time of the day or night. Ensure your EAP provider has a qualified staff member answering the phone after hours rather than an answering service or, worse still, a recorded message over the weekend.
Resources
Ask how many staff are available to counsel your employees should a major incident occur. The death of an employee working in a large department may require multiple counselling sessions in a week to help staff come to terms with their colleague’s passing. An armed hold-up at a retail store or an accident involving multiple staff are all events which could result in your employees not being able to gain immediate assistance.
Confidentiality
Finally, your staff trust that their most confidential of records will be protected. Ask your EAP provider how they ensure private client records are kept and disposed to ensure data doesn’t leave their organisation.
Unlike psychology the EAP industry is unregulated and providers may not be qualified to handle some of your staff’s problems. Asking the right questions as part of your due diligence will ensure your valued staff receive the high-quality EAP service they deserve.
If you have any questions about EAP, please don’t hesitate to contact PeopleSense on 9388 9000.