Making an Effective Referral to the EAP

A manager should always contact the EAP when he or she has questions regarding the most effective way to refer an employee to the EAP.

The EAP distinguishes referrals as either an informal (compassionate) referral or a formal (direct) referral. 

In an informal referral a manager may be aware that an employee is having a personal problem and could benefit from the use of the EAP.  Typically, the employee’s job performance is minimally, if at all, affected.   In this case the manager should informally give the employee information about EAP services, along with a brochure and contact information. 

If the employee’s work performance starts to be impacted, the supervisor should tell the employee that she is making a direct referral to the EAP.  The manager should explain that as a regular practice EAP is being offered to all employees who experience work performance difficulties.  Remind the employee that use of the EAP is voluntary and confidential.  Express your belief that the EAP could be very beneficial.  At that moment offer to help arrange an appointment for the employee, however, make sure the employee understands it is an offer, not a mandate.

In both informal and direct referrals, reinforce that what is discussed with the EAP consultant is confidential.  Though management is concerned about the welfare of the employee, make sure the employee understands that the only issue of concern to management is job performance.

It is recommended that the manager contact the EAP to speak with an EAP consultant about a referral.  In the case of a direct referral, if a manager requests, the EAP consultant may discuss the manager's concerns with the employee, and request a release from the employee to speak to the manager or supervisor about the employee's attendance at the EAP.  When making a direct referral the manager should also update the EAP clinician of any changes, positive or negative, in the employee’s attendance or work performance.

Never hesitate to contact the EAP regarding a referral.  If you have ongoing concern for an employee you have referred to EAP, always feel free to contact EAP for additional consultation.  The EAP will share information with you if we have written permission from the employee.

For more information or to discuss employee or workplace concerns please contact Partners Employee Assistance Program at 1-866-724-4EAP.

In case of emergency, please call 911 or your local hospital emergency service.