How Employee Assistance Programs (EAP) Help Ensure Satisfied and Loyal Employees
It’s the special moments that count: “Moments that Matter” are far more important to a company’s employees than everyday interactions that have little emotional impact. Offering a yoga class for the third time isn’t a benefit that particularly resonates with people. Being able to rely on the company during a challenging time in one’s life, on the other hand, touches the heart and may be remembered forever. Employee Assistance Programs (EAP) provide the right framework for what truly supports people in the workplace. And those who receive support will stay. It’s a give-and-take.
It was all over after just two years: The medium-sized company from North Rhine-Westphalia had invested a lot of money in setting up its own fitness center. State-of-the-art equipment, a pleasant atmosphere, and even a personal trainer if you’d like. But almost no one took advantage of this benefit. After work, the employees just wanted to go home. Anyone who still wanted to work out in the evenings or on weekends could find plenty of options on the open market starting at 19.99 euros a month.
This is an example of a social benefit that was well-intentioned but failed to achieve its intended effect. You don’t win over satisfied and loyal employees with an in-house gym or a basket of fruit on the reception desk. When it comes to employee loyalty, companies that support their employees during challenging life situations can gain an edge.
Why EAP Is Often Still Underestimated
The term “Employee Assistance Program” (EAP) is anything but new. Nevertheless, in practice, I often get the impression that every HR professional has a slightly different understanding of the term: Some view it as psychosocial coaching, others see it as a workplace wellness initiative, and still others as “external employee counseling.” None of this is wrong, but each point describes only a small part of what an EAP can do today. An EAP continually offers employees services that make their lives easier and empower them to cope with difficult situations.
The English word “assistance” also appears in “roadside assistance,” which refers to help with vehicle breakdowns and other emergency situations on the road. And that’s exactly what EAP is all about: The company often comes to the rescue of its employees in times of need —and that’s exactly why it leaves a lasting impression on them. The best part is that the company can leave the implementation entirely up to an EAP service provider.
EAP steps in when it counts
Unfortunately, life here in Germany isn’t getting any easier right now. As a result, the search for suitable childcare is increasingly driving working parents to despair. It’s great when you can turn to professionals through your employer—people who have an excellent network and almost always find a solution.
If there is tension with coworkers at work, not all supervisors are sensitive, open to discussion, or trained in conflict mediation. What a relief that there’s now a hotline that can connect you, anonymously and confidentially, with coaching sessions paid for by the company. And what about mental illness, debt, alcohol problems, or a marriage in crisis? What a relief it is when a solution is found quickly through an Employee Assistance Program without bosses or coworkers even noticing.
These are typical EAP services in practice
EAP stands for employee benefits that make a real difference for employees and help both them and the company move forward.
Here are a few real-world examples:
- The daycare center is closed again due to a staff shortage. The affected employee contacts the EAP service provider via the hotline. This person will provide emergency care for your child. After it became clear that in-home care would not be as affordable, an alternative arrangement was made to provide care in the company’s on-site playroom.
- The mother of a one-year-old son is desperate because she can’t find a daycare spot for him at all. The specialized department of the EAP service provider commissioned by her employer can’t just pull one out of thin air either. However, she can arrange for day care as a short-term alternative. That, too, takes the mother’s problem off the table for now.
- An employee’s 88-year-old father is in the hospital after a fall. This suddenly creates pressure to let him go as soon as possible. However, his wife will not be able to provide the care on her own. The son discusses the case with a specialist counselor from the EAP service provider. They can arrange home care services on very short notice.
- An employee lost his wife and both of his children in a house fire. Since then, he has been addicted to medication and has lost control of his spending. Having to witness a serious workplace accident has re-traumatized him. Through the EAP provider, the company arranges for psychotraumatological care. After that, the employee receives counseling for addiction and debt problems.
- A young employee is expecting her first child. On the date of her choice, she will receive counseling on parental allowance and parental leave. Together with a specialist advisor, she is working out a customized plan for her parental leave. After returning to work, she gratefully takes advantage of life coaching offered by the EAP provider. The counseling helps her cope better with the stress caused by being separated from her child.
- A company wants to demonstrate its “family-friendliness”: The EAP service provider takes charge of organizing a high-profile KidsDay and the company’s own summer camp activities. Of course, your best friend is welcome to come along. Later, during an in-house event at the company, the EAP service provider will provide childcare for employees’ and customers’ children. With exciting events and lots of fun for the kids!
These are all examples of typical EAP services: counseling on parental benefits and parental leave, advice on daycare centers and referrals to in-home childcare, counseling on caregiving emergencies and hospital discharges, assistance with workplace trauma, addiction or excessive debt, and, finally , household-related services that help reduce stress and ensure that employees can once again focus more on their work. The portfolio of most EAP service providers includes much more than that.
What factors determine how employees rate a company?
All of the examples mentioned above have one thing in common: Interactions between companies and employees revolve around significant moments in the employee journey— the “Moments that Matter.” There’s more at stake here than just your favorite fruit in the fruit basket on the office counter. Analysis of customer relationships shows that it is these key moments that have the greatest impact on how customers—or employees, for that matter— evaluate a company. A few very positive (or negative) experiences shape the overall impression. What touched your heart (or what upset you) stays in your memory. In contrast, conveniences that are taken for granted are simply filtered out. Companies can and should therefore set a goal of deliberately and positively influencing significant employee experiences. One of the best ways to do this is through an Employee Assistance Program.
Conclusion
It’s time to put an end to arbitrariness. If you want dedicated and loyal employees, you should support people in the areas that really matter to them. That doesn’t rule out the proverbial icing on the cake when it comes to benefits, as long as it fits with the company’s culture. However—and this may come as a surprise to some—the most effective approach is to focus on the basics. A lack of childcare, family members who need care, sudden life crises, experiences of fleeing one’s home, or dramatic events at work are experiences that deeply unsettle people. A company that stands firm in the face of adversity and provides timely assistance will secure a place in the hearts of those affected. They may continue to speak highly of the company for a long time to come and show their loyalty to it.
