8 Reasons Why Employees Don't Use Your EAP Benefit (and How to Fix it)

You've spent countless times and effort creating an Employee Assistance Program (EAP) that you're proud of.

It's well-planned, designed to help your team, and you're eager to see it in action.

It's ready for launch, and you're excited to see your employees benefit from it.

You push it live, but then... crickets.

Yes, some employees show interest, but it looks like many aren't using it as much as you thought they would.

“It feels like throwing a big party, where everyone says they'll come, but hardly anyone shows up.”

You've offered them something valuable, but they don't seem to see value in it.

Why is this happening?

Why aren’t employees using your EAP like you hoped? To figure this out, we must look at it from their side.

Yes, you've put a lot of effort into this. And no, fixing it might not be simple. But making changes is important if you want to truly make a difference.

Here are eight of the most common reasons employees neglect to utilize EAP benefits (and how to fix it).

1. They're worried about the associated stigmas.

When employees go through difficult times at work or in their personal lives, they often feel overwhelmed, stressed, and need support.

Deep down, they know that reaching out to the Employee Assistance Program (EAP) could provide them with the help they need, but they hesitate due to a fear of being judged or seen as weak.

Employees worry about how their coworkers or supervisors might perceive them if they find out they're seeking assistance.

They fear that others may think they are incapable of handling their responsibilities or label them as losers who can't cope with the challenges of work or life.

These thoughts weigh heavily on their minds and cause anxiety and self-doubt.

The fear of judgment becomes an emotional barrier that prevents employees from taking the crucial step of seeking the support they need.

To fix this issue and encourage employees to use the EAP, you can take below important steps:

• Raise awareness: Start by educating employees about the EAP and its benefits. Let them know that seeking help is a sign of strength, not weakness. Provide information about the confidentiality and privacy measures in place to address their concerns.
• Normalize seeking support: Foster a culture that values mental health and well-being. Encourage open conversations about mental health and the importance of seeking help when needed. Share stories of successful EAP experiences to reduce the stigma and show that it is a positive and beneficial resource.
• Provide multiple access points: Make the EAP easily accessible to employees through various channels, such as online platforms, phone hotlines, or in-person sessions. This allows employees to choose the method that suits them best and increases the likelihood of engagement.
• Train managers and supervisors: Provide training to managers and supervisors on how to support employees in using the EAP. Equip them with the knowledge and skills to create a supportive environment where employees feel comfortable seeking help without fear of judgment or negative consequences.

2. They're worried about privacy:

Some Employees who work at your company might be nervous about using this EAP.

They might worry that if they do, their boss or other people at work will find out about their personal problems.

And they don't want that to happen.

They might worry that if their employer finds out about their issues, it might affect their job somehow.

So, you have to make sure that your EAP is confidential. That means when someone uses it, their personal information is kept private. No one else at the workplace will know they're using the service or what they're talking about unless they want them to.

Here’s how to fix this:

• Clearly communicate the confidentiality policy of the Employee Assistance Program (EAP) to your employees, so they know their information is safe.
• Train the EAP staff to understand and respect confidentiality, and make sure they can explain when confidentiality might need to be breached.
• Encourage employees to use secure and private channels when accessing the EAP services, like a dedicated phone line or online portal.
• Address any concerns promptly and honestly, showing that you take confidentiality seriously.
• Lead by example and respect employee privacy in your own actions, so employees see your commitment to confidentiality.

Remember, trust takes time, but by following these steps, you can create an environment where employees feel comfortable seeking help from the EAP.

3. They don't know about it:

If your employees don't know that your amazing program exists, they won't be able to benefit from it. It's like having a lifeline right in front of them, but they're unaware of its existence.

So, it's crucial to create a strong connection between you and your employees, to let them know that you genuinely care about their well-being.

One way to do this is by regularly informing them about the EAP in a heartfelt manner.

• During team meetings, take a moment to talk about the program and how it can be a guiding light during challenging times.
• Send out heartfelt emails, sharing stories of how the EAP has helped others and reminding them that it's always there for them too.
• Or consider putting up inspiring posters around the workplace that convey the message that they are not alone and help is just a call away.

4. They don't understand it:

If your EAP is too complicated or isn't explained well, employees might not know how it can help them.

It is like when you try to put together a piece of furniture, and the instructions are all jumbled and confusing. You know it's supposed to help you, but you can't figure out how!

That's why it's really important to break down the EAP benefits into simple, easy-to-understand language. Explain how it can be helpful in practical situations.

For instance, instead of saying "This program provides psychological support," you could say, "If you're feeling really stressed or down, this program can connect you with a professional who can help."

5. They don't think they need it:

There's a common belief out there that Employee Assistance Programs (EAPs) are only meant for people going through major life crises or dealing with serious mental health issues.

But that's a misconception!

EAPs are actually designed to help with all sorts of problems, big or small.

EAPs are there to support when your employees are:

• facing work-related stress
• having conflicts with colleagues
• struggling with time management
• dealing with relationship challenges
• worrying about finances
• or even just trying to find the right balance between work and personal life.

But here's the thing: Many employees don't end up using the EAP because they feel like they don't have the "right" kind of problems for it. They think their issues are too minor or not serious enough to seek help.

In this situation, it is important for you to make it clear that your employees know EAP isn't just for major problems. It can help with small stresses and worries too.

6. They forget it's available:

You know how we sometimes forget our keys when we're rushing out the door in the morning?

The same can happen with our folks at work, too. When the heat is on and deadlines are zooming, it's easy for them to forget about the super-useful tools they have at their disposal - just like your Employee Assistance Program (EAP).

Here's a simple fix: Let's remind them about it!

An occasional, "Hey team, remember we've got the EAP if you're feeling overwhelmed," can make a big difference. especially during those hair-on-fire moments like the end-of-year deadlines.

7. They don't trust it:

You may find this funny but there might be a few employees in your workplace that may not trust or believe that a program like an Employee Assistance Program (EAP) can actually help them.

They might think that it's just a way for the company to spy on them or pass judgment on their personal problems.

So, how do we turn things around?

Here are some effective strategies to ensure employees feel comfortable and secure using the EAP:

• Transparent Policies: Make sure there's a clear, accessible policy about the EAP that includes how the company receives usage statistics. Employees should know if the company only receives aggregate data and has no way to track individual use.
• Privacy Training: Ensure that managers and team leaders are trained on privacy rights and how to uphold them. Employees will feel more comfortable if they trust their superiors to respect their privacy.
• Invite EAP Representative for Q&A: If possible, invite an EAP representative to a team meeting to explain the program and answer questions. Having a third-party expert can enhance credibility.
• Anonymous Testimonials: If some employees are comfortable sharing their (anonymized) positive experiences with the EAP, this can help others understand its benefits and feel safe using it.

8. Access is difficult:

Let's be real: nobody likes a complicated process, especially when they need help.

Imagine, your team member is having a tough day and they think, "Maybe I should try out that EAP benefit at work."

They take that brave step, only to be met with a labyrinth of forms, phone numbers, and emails.

It's like trying to assemble a 1000-piece puzzle with no image on the box. Before you know it, they're discouraged and decide it's just not worth it.

So, what's the solution?

Well, we need to make our EAP benefits as simple as saying "hello."

If you’re running a big company, think about the most likely services your team will use. Let's say, mental health support - because let's face it, we all need a little help sometimes.

It should be as easy as pie for your folks to get to these services. They shouldn't have to feel like they're on a wild goose chase just to find the right contact or form.

Remember, if you have a big team, it's super important to make sure your EAP benefits are clear, organized, and easily reachable.

If not, your people might give up before they've even started.

And that's not what you want, right?

You're aiming for happy, supported team members - not frustrated puzzle solvers.

Ready to support your employees' well-being?

Register for our free EAP now!

Enhance employee satisfaction, productivity, and mental health with our Employee Assistance Program.

Invest in your team's success. Register your company for our free EAP and create a happier, healthier workplace.

Conclusion

The truth is, there could be multiple reasons why employees aren't using your EAP benefit.

If you see that many people know about the EAP but few are using it, it might be time to look deeper.

First, ask yourself: is the EAP really useful? It should offer services that employees need and want.

Second, make it easy for employees to access the EAP. Don't make it complicatedake it easy for employees to access the EAP. Don't make it complicated.

Then, look at the smaller things, like how you're telling employees about the EAP and if it's easy for them to use.

The bottom line? Make it relevant, make it accessible, and (try to) make it user-friendly.

What are your top tips for getting employees to use the EAP more and keep coming back to it?