Getting EAP Staffing Right

Getting EAP Staffing Right
Tips for Hiring and Retaining Employee Assistance Programs Staff

By: Katherine V. Cleary

Finding mental health resources over the past four years since the COVID pandemic has been challenging for many Americans. It can be difficult to find available providers in the community or to afford treatment fees because many therapists are no longer paneled with insurance companies. Even when they can find a therapist who accepts their insurance, some people find it difficult to afford copays. Because of these barriers, many Americans seek out mental health care through their employers’ employee assistance programs (EAP). Retaining a cohesive team of employee assistance professionals is thus more important than ever to meet the growing demand for quality mental health care. Here are some best practices for overcoming staffing and retention challenges to build a stronger EAP.

Prioritize Employee Satisfaction

There are several effective strategies that promote employee satisfaction and staff retention in employee assistance programs (EAPs). The process begins with onboarding and the orientation of new employees. The first step includes offering competitive incentives such as a mentorship program, a comprehensive compensation package, and other perks, such as flexibility of staff schedules and employer wellness offerings. Once hired, maintaining clear and timely employee communication, ongoing training and development, recognition and rewards, acknowledgement of milestones, and an emphasis on teamwork. This process leads to higher employee satisfaction and staff retention.

Define Roles and Responsibilities

When hiring a new EAP clinician, it is important that the candidate be thoroughly briefed about the culture of both their employer as well as the customer agency or business. Because the role of the employee assistance program counselor varies greatly depending on customer contracts, it is imperative that the candidate grasp not only the job duties but understand the nuanced boundaries with customers. Once hired, providing thorough training and fostering an atmosphere of learning where questions are encouraged help new employees to thrive in their new position.

Encourage Professional Growth

Pairing the new EAP clinician with a mentor who can provide a sounding board and supplement training helps the EAP professional feel more integrated within the team. The new clinician will also have a fresh perspective that can breathe new life into old systems. The mentor can “show them the ropes” and assist in those areas that are less comfortable for the new clinician, be it mastering new technology, navigating sometimes delicate relationships with customer points of contact, or perfecting presentation skills.

Offer Competitive Compensation

Pay structures vary within the employee assistance field, and competitive compensation is key to attracting talent. Other competitive benefits such as quality health insurance and bonus programs can serve as incentives for retaining talented staff. Many employees find that besides the comfort of a reliable paycheck, the ability to have a flexible schedule promotes good work/life balance. While work is an essential ingredient to a fulfilled life, employees are more well-rounded and happier if they can balance the demands of work with other responsibilities. Providing some flexibility in an employee’s schedule gives enough space to enjoy both work and family or other recreational time.

Consider Additional Wellness Benefits

Many larger businesses offer similar wellness benefits that EAPs encourage their customers to use, such as stress management resources, fitness programs, and financial and legal services. Providing extras in these areas gives the EAP clinician a reason to stay with their employer beyond the works with clients, paycheck and benefits package.

Connect and Engage Frequently

Regular communication within teams, particularly since many employees are working in a hybrid or remote environment, is essential for staff cohesiveness. It is imperative that employees are kept up-to-date on their performance. Providing regular and continuous feedback about performance ensures that the EAP clinician can correct mistakes and grow professionally.

Recognition of staff accomplishments and contributions is an important part of building morale. When possible, highlighting accomplishments with the larger employee workforce is recommended so that the EAP clinician’s contributions are recognized and celebrated.

Conclusion

These strategies go a long way to promoting employee satisfaction. The combination of training and development, fair compensation through both wages and benefits, professional growth and stimulation, cohesive teams, and recognition for their contributions will encourage retention of employees in the EAP field.