When an employee’s personal problems spill over into his or her work,
the result can be problematic, for both the employee and the employer. To help
resolve the employee’s problems, companies
often utilize Employee Assistance Programs
(or EAP) as resources capable of helping
both parties in the equation. While EAPs are
often seen as an HR benefit program, in fact,
they represent an important component for
employers looking to improve the overall
health of their work force.
The value of providing special services for
troubled employees with EAPs is widely
accepted, but the “cost” of such services is
misleading. It is often assumed that using
EAP services is something only a large company can afford, but the opposite may be
closer to the truth. In many cases, it’s the
small company that can’t afford not to offer
assistance to troubled employees.
“Employee assistance programs aren’t just
a perk for large companies,” says Richard S.
Citrin, Ph.D., vice president of EAP Solutions
and Worklife Services, part of the UPMC
Insurance Services Division. “Smaller businesses can benefit from the variety of services that go well beyond offering support for
mental health problems and drug and alcohol
addictions, the historic role of EAP.”
Smart Business talked with Citrin about
how EAPs are changing and how companies
can benefit from such services.
Do small companies really need EAPs?
In many ways, small companies have a
greater need for EAP services than bigger
ones. For example, if an employee who
works in a company of six people were going
through a difficult divorce, it could conceivably have more of an impact on the overall
workplace atmosphere and productivity than
it would if the employee were part of a much
larger organization. If a company has a problem with an employee who is performing
poorly, that employee could be more easily
compartmentalized in a large company than
would be the case at a smaller company.
Another reason a small company needs
EAP services is because people tend to know
each other on a more personal level at small
companies. This means it may be more difficult for management to deal with a problem employee. Sometimes, at small companies,
management is not as effective in imposing
limits or setting performance expectations. A
large company that has a human resources
department generally does a better job in
those areas. It’s reasonable to conclude that
the kind of management coaching that an
EAP could provide would be very helpful to
a small company.
What types of EAP services make the most
sense for small companies?
Historically, EAP services have been associated with employees who have alcohol or
drug use problems. While EAPs have
expanded far beyond that, that traditional
service is certainly still very important for
small companies. If a small company has an
employee with an alcohol or drug use problem, chances are the company does not have
the resources to deal with that employee in
an effective manner.
An EAP can provide specific recommendations about courses of action for an employer to take. For example, if an employee
comes to work intoxicated, the company
needs to properly document that fact. There
are steps companies need to take to avoid legal issues, and EAP services guide management in the correct direction.
Why should small companies use EAPs
instead of simply terminating an employee?
Small companies understand how much it
costs to replace an employee. In most
instances, it is in a company’s best interests
to try to rehabilitate an employee before
trying to replace that employee. Simply put,
when a company uses EAP services to help
its employees make it through difficult times,
it is making an important statement to its
employees: Your employer cares about you.
It’s important for employees to know that
their employer cares about their health and
well-being. This increases retention.
How are EAP services changing?
EAP services now include the training and
coaching of managers, which may be more
crucial for those in small-business settings.
EAPs can provide a host of work-life
resources designed to help employees manage their finances, seek legal help, plan a
vacation, schedule a car repair or even
reduce credit card debt. EAP services, as
always, are confidential and now can be
delivered in person, by telephone or online.
They are designed to help employees address
life and work issues at the earliest stages,
when the problem can be more easily managed. EAP services can help employees to
find a better balance in their life and avoid
more complicated and costly health care or
workplace interventions later. Increasingly,
EAP services include on-site educational programs on work-life issues, such as stress
management, the increasing importance of
health in the workplace and balancing work
responsibilities with family obligations.
How do you know when to use EAP services?
In general, you can use the ‘60-minute’ rule.
Any personal problem or activity that would
require more than 60 minutes of an employee’s time on the job to resolve could be better
handled by EAP services.
RICHARD S. CITRIN, Ph.D., is vice president of EAP Solutions and Worklife Services, which is part of the UPMC Insurance Services
Division. Reach him at (412) 647-9471 or [email protected].
