Contracted by around 1400 organisations nationwide (including Fonterra, New Zealand Police and SPCA), EAP (Employee Assistance Programme) is a confidential and professional service that offers counselling and careers advice to employees of these organisations.
While health and safety protocols often focus on keeping employees safe from physical dangers, psychological stress can wreak just as much damage. Wilson says that mental health issues are often shied away from in the workplace. He explains that EAP is committed to demystifying mental health issues; the organisation has a range of professionals who can work with employees on whatever challenges they are facing.
These professionals include counsellors, psychologists, career advisers, financial advisers and solicitors - all of whom can offer individuals help and guidance.
One of the key benefits of EAP is the confidential and objective nature of the service.
Staff in the midst of a restructuring, for example, may feel uncomfortable speaking to their managers or HR people about the pressures they may be feeling. EAP offers a impartial sounding board outside the workplace; employees often feel happier speaking with someone who won't report back to management.
EAP Services has offices nationwide where employees can meet representatives. It also offers a 24-hour-a-day, seven-day-a-week service for people who have problems that arise outside normal working hours.
As well as face-to-face or phone sessions, employees can access EAP services via video and web-based e-counselling. Wilson says EAP offers short-term counselling, aimed at nipping problems in the bud before they escalate.
"We like to encourage people to seek help early," he says. "If people wait to address a pressing issue, this can spill over into other parts of their lives."
At the start of the sessions, the "presenting" (or main) issue is assessed, it will then be worked through during the subsequent sessions. Feedback after counselling is provided through questionnaires that are completed at the end of the sessions.
These sessions don't need to be approved by a manager - the success of EAP relies on management not having access to this information or knowing who has used the service.
While employers aren't given information about who attends sessions, they can access a portal that shows them how many people have used EAP services, and what the presenting issues were for each case.
EAP also provides usage reports to organisations; this gives a breakdown of the issues and when most people accessed the service. It also offers additional six-month and three-month reports, depending on the organisation's requirements. These can be revealing - clusters of interest in EAP services often occur around times of unrest in the company and can help management pinpoint when and why problems occur.
EAP also offers companies support in times of change, helping to make transitions smoother and easier on both staff and management.
Staff members who are likely to be moving on from an existing role can, with the approval of management, take advantage of career transition programmes that include services such as CV assessment, networking and job strategies, interview techniques and career assessment tools that analyses the workers' values, expertise and suitability for future roles.
Some may question why a company would invest in providing an independent counselling service for its staff, but Wilson says it makes sound business sense.
"It is suggested that every dollar spent on identifying and supporting employees through an employee assistance programme yields close to 500 per cent return in improved productivity," he explains.
He says this is realised through reduced lost time due to injury, reduced absenteeism, reduced staff churn, and improved staff performance and productivity, workplace satisfaction and less stress.
"EAP assists with the implementation of an employer's duty of care for their staff by providing access for employees to qualified professionals to self-manage the joys, challenges and tragedies that mark our work/life journey."
