Introduction
Employee Assistance Programs (EAP) provide free, confidential mental health support to employees and their immediate family members. Most medium to large employers in Australia offer EAP services as part of their employee benefits package.
EAP gives you immediate access to professional counselling without waiting lists, GP referrals, or upfront costs. These programs are designed for short-term support and early intervention, helping you address stress, anxiety, relationship issues, grief, or workplace challenges before they become bigger problems.
What is an Employee Assistance Program?
EAP is a workplace benefit that provides employees with free access to professional counselling and support services. These programs are funded by your employer and delivered by external mental health providers.
Key Features of EAP
- Free to use: No cost to employees or their families
- Confidential: Your employer cannot access session details
- No referral needed: Direct access without GP involvement
- Immediate access: Usually available 24/7 with quick appointment scheduling
- Professional support: Qualified psychologists, counsellors, and social workers
- Multiple formats: Face-to-face, phone, video, and online chat options
Common EAP Providers in Australia
- AccessEAP - Leading EAP provider with national coverage
Who Can Use EAP Services?
Eligible Users
- Employees: All permanent, part-time, and often casual staff
- Immediate family: Spouse, partner, children living at home
- Dependent adults: Adult children with disabilities or elderly parents (varies by provider)
- Former employees: Limited access for 1-3 months after leaving (check with your provider)
Finding Out If Your Workplace Has EAP
- Check your employee handbook or onboarding materials
- Look in your company intranet or staff portal
- Ask your HR, People & Culture, or Wellbeing team
- Check notice boards or employee newsletters
- Ask your manager or team leader
Note: If your employer doesn't offer EAP, consider suggesting it as an employee benefit or explore Medicare psychology rebates as an alternative.
How to Access Your EAP
Step 1: Get Contact Information
Find your EAP provider's contact details from HR or your employee portal. Most provide a 24/7 phone number, website, or app for bookings.
Step 2: Make Initial Contact
Call the number or use the online booking system. You'll typically speak with an intake coordinator who will assess your needs and match you with a suitable therapist.
Step 3: Choose Your Format
Select face-to-face, phone, video call, or online chat sessions based on your preference and availability. Location and appointment times are usually flexible.
Step 4: Attend Your Session
Attend your appointment with no paperwork or payment required. Your therapist will work with you to address your immediate concerns and develop coping strategies.
Step 5: Plan Ongoing Support
Use your allocated sessions effectively. If you need ongoing support beyond EAP, your therapist can help you transition to Medicare, private therapy, or other services.
What Issues Are Covered?
EAP services support a wide range of personal and work-related challenges. You don't need to have a diagnosed mental health condition to access support.
Workplace Issues
- Work stress and burnout
- Workplace conflict or bullying
- Job insecurity or redundancy
- Career transitions
- Work-life balance challenges
- Return to work after illness
Personal Issues
- Anxiety and stress management
- Depression and low mood
- Relationship problems
- Family conflicts or parenting stress
- Grief and loss
- Financial stress
- Health concerns
- Substance use concerns
Crisis Support
Most EAP providers offer 24/7 crisis support for urgent mental health concerns. If you're experiencing thoughts of self-harm or suicide, contact:
- Emergency services: 000
- Lifeline: 13 11 14 (24/7 crisis support)
- Beyond Blue: 1300 22 4636
- Your EAP crisis line: Available in your employee materials
Types of Support Available
Individual Counselling
One-on-one sessions with qualified mental health professionals including:
- Clinical psychologists
- Registered psychologists
- Clinical social workers
- Professional counsellors
Specialist Services
- Critical incident support: Immediate response to workplace trauma
- Management consultations: Guidance for managers supporting staff
- Workplace mediation: Conflict resolution services
- Financial counselling: Budgeting and debt management advice
- Legal consultation: Basic legal advice (varies by provider)
- Nutritional counselling: Healthy eating and lifestyle support
Digital Resources
Many EAP providers also offer:
- Self-help apps and online tools
- Webinars and educational content
- Mental health assessments
- Wellness challenges and programs
Confidentiality and Privacy
What Your Employer Knows
Your employer will only receive:
- Aggregated usage statistics (e.g., "X number of employees used EAP this quarter")
- General feedback about common workplace issues (without identifying individuals)
- Utilization rates to assess program effectiveness
What Your Employer Does NOT Know
- That you personally used the service
- What you discussed in sessions
- Your therapist's recommendations
- How many sessions you attended
- Any personal information or session notes
Legal Exceptions
Like all mental health services, EAP counsellors must break confidentiality only when:
- You pose an immediate risk to yourself or others
- There's suspected child abuse or neglect
- A court order requires disclosure
- You provide written consent for information sharing
Session Limits and Extensions
| Issue Type |
Typical Sessions Provided |
Extension Possible? |
Next Steps |
| General stress/anxiety |
3-6 sessions |
Rarely |
Medicare or private therapy |
| Workplace conflict |
3-8 sessions |
Sometimes |
HR support or mediation |
| Crisis/trauma |
6-10 sessions |
Often approved |
Specialist trauma therapy |
| Relationship issues |
4-6 sessions |
Rarely |
Couples counselling privately |
| Grief and loss |
6-8 sessions |
Sometimes |
Grief counselling services |
Note: Session limits vary by provider and employer package. Your therapist can request extensions for complex cases.
Choosing Your Therapist
Standard EAP Assignment
Most EAP providers will:
- Match you with a therapist based on your needs
- Consider your location and preferred appointment times
- Assign someone with relevant specialization
- Allow you to request a different therapist if needed
Self-Selection Options
Some employers offer "self-selection" EAP where you can:
- Choose any qualified therapist from our directory
- Book directly with your preferred provider
- Submit receipts for reimbursement
- Have more control over your therapeutic relationship
Ask your HR team if this option is available with your EAP provider.
Important Considerations
- Therapist fit: Don't hesitate to request a different therapist if you don't feel comfortable
- Specialization: Ensure your therapist has experience with your specific concerns
- Communication style: Find someone whose approach works for you
- Practical factors: Consider location, availability, and session format preferences
What Happens After EAP Sessions?
Transition Planning
Your EAP therapist will help you plan for ongoing support by:
- Assessing whether you need additional therapy
- Providing referrals to appropriate long-term providers
- Helping you access Medicare psychology rebates
- Connecting you with community mental health services if needed
- Teaching you self-management strategies for ongoing wellbeing
Ongoing Support Options
After EAP, you can access support through:
- Medicare rebates: Up to 10 subsidised sessions per year with a Mental Health Treatment Plan
- NDIS funding: If you're an eligible participant
- Private therapy: Full fee sessions with your chosen therapist
- Community mental health: Free or low-cost services through local health services
- Support groups: Peer support for specific issues
Returning to EAP
You can usually access EAP again if new issues arise, typically with:
- A 3-6 month gap between episodes of care
- Different presenting concerns
- Assessment to ensure EAP is still appropriate
- Fresh allocation of sessions for the new issue
Need Ongoing Support After EAP?
Find qualified therapists who can continue your mental health journey with Medicare rebates or private sessions.
Find Therapists for Ongoing Support
Frequently Asked Questions
Q: Will using EAP affect my job security or career prospects?
A: No. EAP usage is confidential and cannot be used in employment decisions. Using mental health support demonstrates self-care and professional responsibility.
Q: Can I use EAP for issues unrelated to work?
A: Yes. EAP covers personal issues like relationship problems, family stress, grief, anxiety, or depression - even if they're not work-related.
Q: What if I don't like my assigned EAP therapist?
A: You can request a different therapist. Contact your EAP provider's coordinator to discuss your preferences and arrange a better match.
Q: Can family members use EAP even if they don't work for the company?
A: Yes, immediate family members (spouse/partner and dependent children) are typically covered under the employee's EAP benefit.
Q: How quickly can I get an EAP appointment?
A: Most EAP providers offer appointments within 24-48 hours. Crisis support is usually available immediately via phone.
Q: What if my employer doesn't offer EAP?
A: You can suggest EAP as an employee benefit, or access subsidised therapy through Medicare rebates with a GP referral.
Disclaimer: EAP benefits vary by employer and provider. Check your specific program details with your HR team or EAP provider. This information is general guidance only and not a substitute for professional advice.
