The INFORMAL EAP Referral is typically prompted by employee self-disclosure or behaviors of concern which do not reach a level of concern meriting formal corrective action. Approximately 93% of all EAP usage is designated as “self-referrals”; meaning a person called the EAP on their own accord without it being required by their employer. Of this 93%, 55% indicated that leadership staff suggested that the EAP may have useful resources for them.
The more a leader recommends the EAP, the more it is utilized. This benefits both the employee and the employer. The employee is connected to qualified helping professionals. The personal issues that distract employees are redirected away from work. The employer sees a direct impact to the bottom line through reduced absences, increased focus at work, increased productivity and reduced “presenteeism” (physically present at work, but mentally somewhere else).
Self-disclosure is the most common informal referral trigger. This is where an employee makes comments about their current situation. Self-disclosure may range from a brief employee comment to a repeated pattern where the supervisor is the “shoulder to cry on”. As a leader, pay close attention to comments or stories told by employees, but resist the temptation to pry into any further details; simply listen carefully and respond with understanding and concern.
Self-disclosure doesn’t always happen. Leadership must initiate the conversation when they see evidence of stress with these employees. Always give feedback about observations made at work.
“I’ve noticed you haven’t joined the others at lunch lately, is everything okay?”
“You are usually so upbeat and quick with a smile or a joke and I haven’t seen that recently. Is everything okay”
“You were late to work 3 times in the last two weeks and that’s not like you, what’s going on?”
“Calling John an S.O.B. was not usual for you! Where’s the humor we’re used to?”
“The mistakes on the schedule two weeks in a row is not like you, what’s happening?”
How to respond in the real world
Listen, accept and validate what you hear, but remember, it is not your job to “fix” employees or their problems. Here are some sample responses
“I can see why that would be difficult”
“I can see that it is really stressing you out”
“Your (pain, hurt, disappointment, embarrassment, etc.) is evident”
“That’s a lot of pressure on you”
“I sense that this puts you under a lot of stress”
Respect and courtesy are absolutely essential! Do not judge the person as being “too worried” or “too sensitive”. Recognize that people are affected in different ways and to different degrees.
Maintain appropriate boundaries! As mentioned above, it is not your job to “fix” employees or resolve their situations. Avoid taking the proverbial “monkey” on your back. Doing so will only serve to complicate the situation and likely lead to delayed resolution. Below are a couple of tips:
Use the proper pronouns – Let the employee take responsibility for their issues. Use “you” instead of “we”. For example:
“YOUR situation sounds complicated and difficult. What resources are available to help you resolve these issues?”
“I can hear you’re under a lot of pressure, where might you find resources to provide support and solutions?”
Tie it back to their work
“I realize this situation is very emotional for you, are you concerned about getting your work done today?”
“I need to know that you’re able to do your job safely, are you able to do that under these circumstances?”
“I need you to be at 100% when you are here, is that something you can commit to at this moment?”
Be proactive! Do not wait to “see if things get better”. Put any potential discomfort aside and address issues early on. It is better for both the employee and the employer to address these issues sooner rather than later.
Refer them to the EAP! After you have listened and determined the EAP may be a good resource for them, remind them about this benefit. Obtain a flyer from your HR department and hand it to them. We know that an employee is more likely to seek help when they leave with contact information in their hands. If they express an interest, offer to call with them to start the process. If your HR department doesn’t have the information, email a request to info@connectionseap.com or call us at 800-779-6125.
“Are you familiar with the EAP? I think they may have some resources that could be helpful. I think it would be worthwhile to reach out and see what may be available. Here is their information.”
“Do you know about our EAP benefit? They can provide help at no charge to you and it’s completely confidential. Here is their information.”
“The EAP is a benefit and resource designed to resolve those things that distract us from doing a good job. I think it would be wise for you to consider it. Here is their information.”
What is an EAP Referral? Informal vs Formal