A broker’s guide to helping clients shift outdated thinking about mental health support
Despite the growing focus on mental health in the workplace, many organizations still hold outdated beliefs about Employee Assistance Programs. These misconceptions limit the impact of the benefit and create missed opportunities to support employees effectively.
As a broker, you can play a key role in resetting the narrative—by equipping HR leaders and executives with facts, context, and a modern understanding of how EAPs work.
Misconception #1: “No one uses it.”
The Truth: Low utilization is often a result of low awareness—not low need.
- Many employees simply don’t know what the EAP offers or how to access it.
- Others may worry about stigma or confidentiality.
How to Correct It:
- Encourage clients to run quarterly campaigns or embed EAP reminders into onboarding, intranet, and manager communications.
- Help clients ask their EAP provider for detailed usage data and breakdowns by service type, channel, and department.
- Share that national benchmarks suggest good EAPs have 6–12% utilization annually—and can improve with promotion.
Misconception #2: “It’s just for crisis situations.”
The Truth: Modern EAPs support everyday challenges—not just emergencies.
- Legal help, financial coaching, childcare navigation, life coaching, and more
- Many employees use the EAP to prevent burnout or get proactive support
How to Correct It:
- Encourage clients to talk about EAP in day-to-day scenarios: “If you’re feeling stuck, call the EAP.”
- Include non-clinical examples in materials—like “Talk to a financial counselor” or “Get help finding elder care.”
Misconception #3: “It’s not worth promoting—it’s already listed in our benefits.”
The Truth: If it’s not actively promoted, it’s rarely used.
- Employees are overwhelmed with benefits info—repetition matters.
- HR teams may not have time or tools to market the EAP consistently.
How to Correct It:
- Offer templated emails, flyers, and open enrollment slides to your clients.
- Suggest promoting EAP year-round: during tax season (financial help), back-to-school (parenting stress), or holidays (grief, relationship strain).
- Frame EAP promotion as a low-cost, high-impact employee engagement tactic.
Final Takeaway for Brokers
The more your clients understand what a modern EAP can do, the more likely they are to support, promote, and optimize its impact. Use this article as a conversation tool to reset expectations and elevate the EAP from overlooked to indispensable.