Confidential counselling was available 24/7 by phone, with video and face-to-face options and support in multiple languages.
Scale is only
part of the story.
A diverse workforce brings different pressures, schedules and opportunities to seek help. The program adapted to these working realities.
Their working reality
Managers & leaders had to balance work demands with supporting their teams. Recognising signs of distress, handling sensitive conversations and managing different employee expectations added to this responsibility.
How support was adapted
Manager sensitisation, First Responder Training and confidential counselling helped leaders recognise concerns early and support employees more effectively.
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3 Practical
priorities
helped bring
support into employees’
everyday lives
Workplace visits, wellness kiosks, webinars and regular communications kept employees aware of the EAP. Digital resources offered support between sessions.
Quarterly reviews of anonymised usage trends and employee and HR feedback helped identify where more attention was needed and plan the next activities.
The Number Tells a Bigger Story
Employees continued beyond the first conversation, following through with counselling to work on their concerns. This ongoing engagement gave them time to explore challenges, practise coping skills and work towards their goals with a counsellor’s support-making completion an important part of the program’s story.
The full report explores the engagement trends, program evolution and outcomes behind this story.
81%
Reported Counselling Completion
