In the wake of the pandemic, HR managers and business leaders have been pivotal in reshaping Employee Assistance Programs (EAPs) to better cater to their teams. From fostering connections through enhanced virtual support to offering targeted support for caregivers, these professionals share eight powerful success stories. Discover how these adjustments have made a profound impact on employee well-being and organizational health.
- Enhanced Virtual Support Builds Connection
- Deployed EAP Services Reduce Stigma
- Personal Experience Encourages EAP Utilization
- Accessible Mental Health Resources Improve Productivity
- Proactive EAP Approach Transforms Employee Well-being
- Flexible EAP Offers Tailored, Immediate Support
- EAP Implementation Boosts Performance and Retention
- Targeted EAP Support for Caregivers Increases Engagement
Enhanced Virtual Support Builds Connection
During the pandemic, our EAP really shined through. One team member, battling isolation and burnout, turned things around thanks to virtual counseling. We pivoted by adding mental health workshops, webinars, and a 24/7 counseling service. Our biggest lesson? Keeping communication lines open and checking in regularly is crucial. It’s all about building a supportive, connected workplace where everyone feels they truly matter.
Dur e Sameen Sarmad, HR Manager, Big Immersive
Deployed EAP Services Reduce Stigma
Prior to the pandemic, EAP services were more formalized and followed a systematic approach where the employee made an appointment, and things flowed from there. Following the system-wide crisis of COVID-19, we ‘deployed’ ourselves and met the employees where they were, on their units, in the trenches. This helped them feel seen, heard, valued, and important, both in their lives and in their mental health. Now, our department encourages ‘lifeline’ calls. Employees are motivated just to call in the moment of difficulty and receive that real-time support, de-escalation, and resources. It’s much more informal and also assists with reducing the stigma of needing mental health support.
Andrea Ciaravino, EAP Coordinator, HR, Broward Health
Personal Experience Encourages EAP Utilization
As an HR leader, try to take the time to try out the services for yourself so you can truly talk about the offerings instead of just handing out a flier; it makes the experience more personable. Employees are more likely to use EAP services when they see leadership or other colleagues using and speaking about it; this helps to make the experience normalized, less isolating, and they can ask questions.
Too often, employees are given their benefits packages at the beginning of their employment. The more we remind them about the offerings during pivotal moments and show the different ways they can be used, the more likely an employee will utilize the service. This is another example of how leading from the top can be transformative to a company culture.
Morgan Williams, Fractional People Partner, PeakHR
Accessible Mental Health Resources Improve Productivity
Since implementing Spill as our Employee Assistance Program (EAP) at Switchee, we have witnessed remarkable success stories, including one where an employee significantly improved their mental health through a tailored six-session therapy course. A valuable lesson we’ve learned is the critical importance of accessible mental health resources. Providing immediate, user-friendly access to professional help has had a substantially positive impact on our team’s well-being and productivity. We’ve understood that accessibility plays an integral part in the uptake of EAPs.
Olya Yakzhina, People Director
Proactive EAP Approach Transforms Employee Well-being
At the Ling app, we’ve seen the demanding and unpredictable toll the pandemic has taken on our workforce’s mental health. In response, we significantly expanded and reshaped our Employee Assistance Program (EAP) to meet these emerging needs. We transitioned from a reactive setup to a proactive one. We initiated frequent mental health check-ins, offered flexible work hours, and provided resources for mindfulness practices.
One great success story following these changes was the remarkable transformation of a valued, highly talented employee. Battling severe anxiety due to the pandemic, he initially struggled, but with proactive intervention and support through our revamped EAP, he regained confidence and delivered an award-winning project.
The valuable lesson for us has been the affirmation that caring for mental health in the workplace isn’t just about policies and programs, but also about adopting an attitude of empathy and flexibility. This attitude, paired with targeted support, can be a true game-changer in nurturing workforce resilience and productivity in challenging times.
Jarir Mallah, Human Resources Manager, Ling
Flexible EAP Offers Tailored, Immediate Support
At our company, we’ve always been big on looking out for our employees, but the pandemic made us realize just how important that really is. Our Employee Assistance Program (EAP) became a lifeline during these tough times.
Before COVID-19, we offered things like counseling, financial advice, and legal help. When the pandemic hit, we saw that our team needed more, especially when it came to mental health. So, we stepped up by adding virtual counseling, 24/7 crisis support, and new resources for stress management and balancing work and life. We also started webinars on mental health and resilience, which our employees found incredibly helpful.
One story that really stands out to me is about an employee who was feeling very isolated and anxious during the lockdowns, as he was locked in an apartment he recently moved into. He reached out to our Employee Assistance Program and got immediate help through virtual counseling. This ongoing support made a huge difference for him, really improving his mental health. He told us that this support not only helped him cope but also boosted his productivity and drive at work.
From this experience, we learned that being flexible and accessible is key. Employees need to know that help is there whenever they need it and that it’s tailored to their specific situation. This experience reinforced our commitment to constantly evolve our EAP to meet our workforce’s needs.
Susan Andrews, HR Consultant, KIS Finance
Employee Assistance Programs: Implementation Boosts Performance and Retention
We actually did not have an Employee Assistance Program in place prior to the pandemic, primarily because we did not realize just how useful this kind of program could be. That is one consistent “silver lining” I’ve heard from employers regarding their experience through the pandemic: it was an opportunity to step back and reassess how the company addresses the full needs of its employees. Many of our team members, including our leadership team, entered the workforce in an era when mental health was not discussed in the workplace, and the past few years have been an adjustment period of rethinking mental healthcare’s place in the organization and how to better provide for the overall needs of our team.
I’ve learned two complementary valuable lessons from our experience implementing an EAP:
1. An employee doesn’t need to be experiencing mental health struggles to benefit from this kind of support.
For example, one of our recruiter consultants used the program to meet with a career-focused therapist, who taught them strategies for better stress management and some very useful time-management techniques to go along with them. The employee was already a strong performer, but this extra knowledge has taken their performance to another level.
2. You don’t necessarily know who on your team needs mental health support until you offer it.
There is still a stigma surrounding the discussion of mental health in the workplace. Some people feel embarrassed to talk about things like depression and anxiety with coworkers, while others may fear it will negatively impact their career to talk about their mental health challenges. Because of these factors, you can’t assume nobody in your organization needs these services just because they haven’t asked for them. Many people won’t ask—they’ll just continue to suffer in silence.
Over the past two years, since the implementation of our Employee Assistance Program, we have seen an increase in retention and overall team productivity, as well as a drop in missed work time. While I can’t definitively connect all of this to our new assistance program, I don’t think the timing is a coincidence.
Jon Hill, Chairman & CEO, The Energists
Targeted Employee Assistance Programs Support for Caregivers Increases Engagement
When the pandemic struck, our company recognized the immense strain it placed on employees caring for children, elderly parents, or ill family members. With schools and daycares closed and social distancing limiting care options, many of our employees were overwhelmed trying to juggle work and caregiving responsibilities. We quickly adapted our Employee Assistance Program to better support their unique needs.
We expanded access to virtual counseling sessions so caregivers could connect with licensed therapists without leaving home. Knowing that coordinating care was a major stressor, we added a care-concierge service to help employees navigate complex healthcare systems and find local resources for their loved ones.
To combat isolation, we organized virtual support groups specifically for caregivers where they could share experiences, advice, and emotional support. Our EAP also launched an online caregiver resource center with articles, webinars, and a message board to help employees feel more informed and empowered in their caregiving roles.
Through regular surveys and utilization reports, we saw a 15% increase in EAP engagement among employees identified as caregivers—which, prior to the pandemic, the EAP was only used by 3% of employees. Many expressed gratitude for the practical and emotional support that helped them manage overwhelming responsibilities at home while still meeting work obligations. Several said the support groups were a “lifeline” that eased their sense of isolation and anxiety.
The greatest lesson we’ve learned is that caregiving is not just a personal issue but a workforce issue that directly impacts employee well-being, productivity, and retention. To meaningfully support caregivers, an EAP must offer targeted, practical resources that address their unique challenges. When we invest in caregiver support, we invest in the resilience of our employees and our organization as a whole.
Jessica Winder, Founder, Hidden Gem Career Coaching
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