Summary
May is Mental Health Awareness Month, and a good time to address a frustrating reality for most employers: you’re paying for an EAP, but almost nobody is using it.
Average EAP utilization rates in the U.S. are just 5 to 7%, with some employers reporting rates as low as 3%. That means out of every 100 employees, only 3 to 7 are accessing the mental health support you’re providing. The fix isn’t adding more benefits. It’s understanding why employees aren’t using what you already offer, and making strategic changes that actually move the utilization number.
The gap between offering and using
You have an EAP. You promoted it during onboarding. You sent reminders during Mental Health Awareness Month. But when you check the utilization data, the number is still in the single digits.
This isn’t unique to your company. According to 2024 research, 61% of U.S. workers have access to an EAP, but utilization rates average only 5-7%. Some industries see rates as low as 2-3%. That’s not a communication problem. That’s a design problem.
Why utilization stays low
The reasons employees don’t use EAPs are consistent across industries and company sizes:
Lack of awareness: Employees don’t know the EAP exists, or they confuse it with their health insurance.
Stigma: Asking for help still feels risky. Employees worry about confidentiality, judgment from managers, or career consequences. Even when the EAP is confidential, many employees don’t believe it.
Access friction: Traditional EAPs require multiple steps to get help. Employees call a number, explain their problem to an intake coordinator, wait for a callback, schedule an appointment during business hours, and hope the provider is a good fit. Each step is a barrier.
Perceived effectiveness: Employees skip EAPs because they’ve heard the sessions are limited (often 3 to 6 sessions), providers aren’t available quickly, or the service feels transactional rather than therapeutic.
Unclear scope: Most employees don’t understand what an EAP covers beyond “counseling.” They don’t know it can help with financial stress, legal issues, childcare referrals, or work-life balance challenges.
The difference between your EAP and your mental health coverage
One of the most common questions HR teams get during open enrollment is: “What’s the difference between the EAP and my mental health benefits?”
Here’s the simple breakdown:
Your EAP provides:
- Short-term, immediate support (typically 3 to 6 free sessions)
- No copays, claims, or out-of-pocket costs
- Quick access (often same-day or next-day appointments)
- Help with everyday challenges (stress, relationship issues, work conflicts, financial concerns)
- Confidential service not connected to insurance or HR notifications
Your health insurance mental health benefits provide:
- Longer-term or ongoing therapy and psychiatry
- Specialist services (psychologists, psychiatrists, in-network providers)
- Treatment for diagnosed mental health conditions
- Copays or deductibles apply
- Part of your medical claims history
The EAP acts as a front door. If an employee needs ongoing care, the EAP can refer them to the health plan. They’re not either/or. They’re designed to work together.
What actually increases utilization
Research from the Employee Assistance Professional Association shows that companies that actively promoted their EAPs saw utilization rates rise by 30%. Here’s what works:
Use welcoming, employee-friendly language: Sometimes a simple wording change can make the program feel more approachable. Instead of only referring to it as an “EAP,” use the full term “Employee Support Program.”
Make awareness ongoing: A single email during onboarding isn’t enough. Mention the EAP in team meetings, post flyers in break rooms, include it in monthly newsletters, and remind employees during high-stress periods (such as tax season, open enrollment, or major organizational changes).
Reduce stigma through leadership: When managers openly discuss using the EAP or normalize mental health conversations, employees follow suit. You don’t need executives to share personal stories. A simple acknowledgment that “we have this resource and it’s worth using” changes the culture.
Simplify access: If employees have to hunt for a phone number, navigate a confusing portal, or wait weeks for an appointment, they won’t use it. Modern EAP models offer mobile apps, online scheduling, and appointments available within 24 to 48 hours.
Communicate scope clearly: Employees need to know the EAP isn’t just for crisis moments. It covers financial counseling, legal referrals, childcare resources, eldercare support, and everyday stress management. Promote the full range of services, not just mental health counseling.
Track and improve: If your utilization is below 10%, the program design is the barrier, not the employee’s need. Audit your EAP’s access model, promotion strategy, and whether confidentiality is clearly communicated.
When to consider upgrading your EAP
Traditional EAPs were designed in the 1970s for substance abuse and crisis intervention. They haven’t kept pace with how employees access care today.
If your EAP has any of these characteristics, it may be time to evaluate alternatives:
Limited session models: 3 to 6 sessions aren’t enough for many employees. If the EAP serves only as a referral engine, employees skip it entirely and go straight to their health insurance (if they use it at all).
Reactive-only design: Traditional EAPs wait for employees to call when they’re in crisis. Enhanced EAP models use digital tools, proactive outreach, and preventive care to help employees before issues escalate.
No outcome tracking: If your vendor can’t show you clinical outcomes, return on investment, or satisfaction data, you’re paying for a service without knowing if it works.
Low engagement across demographics: If younger employees, remote workers, or shift workers aren’t using the EAP, the access model doesn’t fit their needs.
Enhanced EAP models (like those offered by Spring Health, Lyra, and similar providers) typically achieve utilization rates of 40% or higher, compared to the 3-7% average for traditional EAPs.
Small changes that make a difference
You don’t need to replace your entire EAP to improve utilization. Start with these operational fixes:
Promote the EAP at high-stress moments: Tax season, benefits enrollment, company restructuring, and personal life events (new baby, caregiving responsibilities) are natural times to remind employees that the EAP exists.
Train managers to mention it: Managers don’t need to be therapists. They just need to know how to say, “If you’re dealing with something stressful, we have an EAP that can help. Here’s how to access it.”
Make confidentiality explicit: Don’t assume employees understand that EAP use is confidential. State it clearly in every communication: “Your use of the EAP is completely confidential. HR and your manager will not be notified.”
Expand promotion beyond email: Post the EAP phone number and website in break rooms, restrooms, and team meeting slides. Make it as visible as your safety protocols.
Ask employees why they’re not using it: Anonymous surveys can reveal specific barriers (stigma, access, awareness, or trust) that you can address directly.
What we’re here for
At 1706 Advisors, we help employers evaluate whether their EAP is actually serving employees or just checking a box on the benefits list.
If your utilization is below 10%, let’s talk. We can review your current EAP design, identify where employees are hitting barriers, and help you build a mental health strategy that employees actually use.
Reach out anytime. This is what we’re here for.