In Need of Assistance

HRM asks Ken LeBeau about employee assistance programs and their growing prevalence in HR markets.

HRM. Employee assistance programs might seem to some like an unnecessary burden for employers. How can providing this type of additional care generate real ROI?
KL. A good employee assistance program will reduce burdens on employers, not create new ones, because an EAP can help companies develop and maintain a healthy, productive workforce. Moreover, offering an EAP through a third-party vendor with a turnkey program places very little burden on the employer. While outcomes vary, EAPs tend to reduce employees’ use of sick time and decrease employee turnover. They promote a work/life balance for employees, and help them reduce stress and cope with the everyday worries of work and life .

EAPs can assist managers who handle a wide range of performance issues, drug-free workplace polices or government regulations and can help companies respond quickly in the aftermath of a traumatic event in the workplace or help employees cope with a tragedy. Companies should make EAPs an integral part of their health and wellness strategy, as EAPs can provide wellness seminars on many topics such as stress and change management . While ROI has not been studied extensively, there is ample evidence to show that EAPs provide value.

HRM. What are the benefits for companies that choose to employ a professional external provider of employee assistance programs?
KL. The number one benefit of using a third-party vendor is the confidentiality they provide, which is very important to employees. A third-party counsellor is completely anonymous, compared to one who might be a co-worker. Another benefit is the depth of the resources third parties can provide, with expertise in crisis intervention, substance abuse, childcare referrals, and a wide variety of issues that could tax even the largest HR department. External providers can provide comprehensive research and have the ability to locate hard-to-find-resources for very specialized requests, and they are more likely to have licensed clinicians on staff to help an employee who calls the EAP during a mental health crisis.

HRM. What should companies look for in a provider when seeking to set up assistance programs?
KL. An employer should consider the depth and breadth of the services offered, for individuals and for the organization as a whole. It’s also important to consider the qualifications and credentials of the staff providing the services. Employers should also consider how easy it is for employees to access services, and whether the provider offers multiple . Another important consideration is the communications program the provider offers. A good EAP will provide mailings, web content, posters and other promotional resources, and offer reporting capabilities that enable employers to analyze data, identify trends and create action plans based on those trends.

HRM. Are employee assistance programs a good fit for all types of employers or are they particularly suitable for companies of a certain size or business type?
KL. While one size might not fit all, EAPs are well-suited for almost any company in virtually any type of industry – manufacturing, retail, financial services, white collar and blue collar. They may be expensive for small companies, but offering an EAP could be a valuable recruiting and retention tool.

HRM. What is it about your EAP offering that makes you stand out in the market?
KL. Readers of Business Insurance have cited CIGNA’s EAP as the best in the US for the past three years, so clearly we stand out. All of our clinical consultants are licensed for independent practice and hold a master’s degree or a doctorate, and are Certified Employee Assistance Professionals (CEAP). Everyone taking incoming calls and having the initial client contact has a master’s degree. All staff members who interact with clients are trained in CIGNA Care Coaching, which takes a holistic view of the individual, and focuses on a collaborative relationship with the client through listening and responding. Through the use of our Integrated View, consultants have access to an individual’s behavioral and medical history to coordinate care and referrals. This supports our holistic approach and assures a comprehensive and personalized level of service.