A broker’s guide to helping clients equip frontline leaders to support mental health at work
Many employees struggling with personal or emotional issues won’t go directly to HR—or the EAP. They’ll go to their manager. That makes managers a frontline force in connecting employees to support.
Yet most managers don’t know how or when to refer someone to the EAP—or how to talk about it with confidence.
As a broker, you can help your clients deliver manager-facing resources that remove the guesswork and strengthen their internal support system.
A Manager’s Role in EAP Awareness
Managers don’t need to diagnose problems or fix them—they need to recognize when someone might be struggling, offer support, and make a referral to the EAP.
What managers should know:
- What the EAP is and what it offers
- How to access it (phone, website, app, etc.)
- When and how to mention it in conversations
- That EAP use is confidential and free to the employee
Signs an Employee May Need Support
Managers may notice behavioral or performance changes like:
- Frequent absences or tardiness
- Emotional outbursts or mood swings
- Withdrawal from teams or communication
- Declining performance or focus
- Unusual errors or safety issues
- Talking about stress, personal struggles, or overwhelm
EAP Talking Points for Managers
Here’s simple, supportive language managers can use when referring someone to the EAP:
“I’ve noticed you seem overwhelmed lately. I just want to remind you that we have an EAP—it’s completely confidential, free, and can help with a lot of things, whether work-related or personal.”
“You mentioned you’re going through a tough time. If you haven’t used our EAP before, it’s a great starting point. They can connect you with support quickly.”
“We want to support you however we can. The EAP is one resource available—whether it’s stress, financial pressure, family challenges, or something else.”
Scenarios to Practice or Share in Training
- An employee shares that they’re dealing with divorce or loss
- A team member breaks down emotionally during a 1:1
- A high performer is suddenly missing deadlines and disengaging
- A newer employee shares they’re having trouble adjusting or coping
How Brokers Can Help
- Provide EAP referral cards or email templates for managers
- Offer to co-host a virtual “Manager EAP Awareness” training with your client
- Help clients add EAP info into manager toolkits and onboarding
Final Note
When managers are equipped to spot concerns and connect team members to support, everyone benefits—from employees to HR to the organization as a whole.