Employee assistance programme

Explain what the service actually provides

An EAP is a benefit an employer may buy from an external provider. Services vary. They can include a helpline, information, counselling sessions, manager guidance or referral to other support. The employer should describe the contracted service, eligibility, access route, hours and limits instead of assuming the acronym explains them.

Acas lists an employee assistance programme as one possible source of mental-health support. It is not a statutory entitlement unless the employer has made it contractual.

The provider should explain how it handles personal information and any limits to confidentiality, including urgent safety concerns. Employers usually need service-level information rather than the content of individual conversations. Check the contract, privacy information, security arrangements and retention terms before launch.

Do not ask an employee to report what they discussed or treat EAP use as proof of fitness for work. Managers still need to talk about workplace needs and agreed actions.

Keep the EAP in its proper role

An EAP is not occupational health, clinical diagnosis, long-term treatment or an emergency service. It also does not replace a manager's response to bullying, excessive workload, work-related stress or another workplace risk. HSE's stress workbook treats individual support as part of a broader organisational response.

If someone may be in immediate danger, use the organisation's emergency or safeguarding route rather than relying on a routine helpline. If work may need to change, consider reasonable adjustments, occupational health or risk controls as appropriate. Review anonymised service use and employee feedback carefully, without trying to identify individuals, to decide whether the benefit remains accessible and useful.