Employee Assistance Programs (EAPs) 101: Everything you need to know

A practical guide to how an Employee Assistance Program (EAP) works, how employees can access support, and why it’s a smart investment for your workplace.

What is an Employee Assistance Program?

An EAP is a confidential, employer-funded service designed to help employees (and often their immediate family members) manage personal, family, or work-related challenges that may affect wellbeing or job performance. These services are provided at no cost to the employee and are designed to offer timely, professional support when it’s needed most.

Access is voluntary, confidential, and independent of workplace management. Employees can speak with a qualified counsellor or psychologist face-to-face, by phone, or via telehealth to address issues such as stress, anxiety, relationship challenges, family conflict, grief, adjustment to change, and more.

For organisations in Adelaide or South Australia, choosing a local provider adds the extra benefit of deeper understanding of local workplace culture, workforce pressures, and the challenges unique to South Australian industries and communities.

At Solasta, our EAP is delivered through a team of qualified psychologists and counsellors. We work closely with organisations to implement a formal service agreement, define how the service is accessed, and provide professional support in a way that is transparent, confidential, and easy for employees to use — with no identifying information shared with employers.

How does an EAP work?

Below is a breakdown of how EAPs typically operate, and how Solasta works with organisations across Adelaide and South Australia to provide support to staff.

1. Establishing the service

The employer and EAP provider establish a formal service agreement outlining:

Who is eligible for support (employees and/or immediate family).
Number of sessions that will be funded.
The scope of the service, including identifying the types of services and supports that will be provided.
Reporting and data requirements that maintain confidentiality.
How the sessions will be delivered (in-person, phone, or online).
Additional services that can be provided such as wellbeing focused workshops

Solasta offers customised packages to help you align the EAP with your business goals, workforce size, demographics, and risk profile.

2. Promotion and awareness

EAPs are most effective when they’re visible, easy to access, and well-communicated so that employees know what it is, how to use it, and that they can trust it.

At Solasta, we support organisations with promotional materials and clear messaging to help embed the EAP in everyday workplace culture.

3. Accessing support

When an employee chooses to use the EAP:

They contact the EAP provider directly.
The administration team will link the client to a suitable clinician and ensures the EAP is the right service for their needs.
The employee attends the required number of sessions with a qualified clinician (up to the maximum funded).
Sessions remain fully confidential. No personal information is shared with the employer.
Clinicians provide short-term counselling or psychological intervention.
If additional support is needed, the Solasta clinician will support the client to explore options for continued support. This may involve further sessions with Solasta or referral to other services.

4. Reporting and continuous improvement

While confidentiality is maintained, organisations receive non-identifiable, aggregate data including utilisation rates, common themes, and satisfaction measures. This allows organisations to monitor trends, plan proactive wellbeing initiatives, and assess overall impact.

What issues can employees access support for?

Through Solasta’s EAP, employees and their eligible family members can access professional support for a broad range of personal or work-related challenges. Common challenges include, but are not limited to:

Anxiety or worry.
Depression or low mood.
Conflict at home or work.
Relationship and family issues.
Stress management.
Decision making.
Managing life changes or transitions.
Emotional regulation
Career guidance.
Bereavement and loss.
Adjustment to illness or injury.

Support is available face-to-face, either by appointment at one of our Adelaide clinics (Klemzig or Christies Beach), or via telehealth for convenience.

Why does an organisation need an EAP?

Implementing an EAP is a worthwhile consideration for any employer. Here’s why:

1. Early intervention and risk reduction

Mental health challenges in employees can lead to absenteeism, presenteeism (when people are at work, but not fully functioning), higher staff turnover, and lower productivity.

EAPs offer timely, professional support before challenges escalate. Research shows that EAPs can contribute to reductions in absenteeism and improved wellbeing, as well as higher job satisfaction and organisational commitment. Further, a review of Australian EAP programs found they were effective in resolving 84% of presenting issues.

2. Strong return on investment

Workplaces that invest in wellbeing support for staff improved performance and reduced costs. A PwC analysis for Beyond Blue found an average return on investment of approximately $2.30 for every dollar spent on mental health interventions in workplaces, and high returns where early intervention is effective.

3. Improved retention and employer brand

In a competitive labour market, benefits like an EAP signal a genuine commitment to staff wellbeing. This strengthens your employer brand, improves workplace culture, helps retain talent, and attracts values-aligned employees.

4. Compliance and duty of care

Under Australian Work Health and Safety frameworks, employers have obligations to manage psychosocial risks (e.g. stress, bullying, harassment) in the workplace. An EAP supports this duty of care and can complement broader risk mitigation strategies, demonstrating a commitment to safe and supportive work environments.

Of course, an EAP is part of a bigger ecosystem, and is most effective when paired with broader workplace wellbeing initiatives, psychosocial risk management, a supportive culture, and mental health literacy amongst leaders and managerial staff.

5. Local value

As a South Australian provider, Solasta understands local workforce pressures, especially within the not-for-profit, mental health, and community sectors. As such, we’ve tailored our EAP to reflect the unique pressures that your teams face.

Plus, selecting a local provider can deliver additional value with face-to-face support, familiarity with local employment frameworks, and easier alignment with your organisational ethos.

Why choose Solasta for your EAP in Adelaide?

What sets us apart:

Local, trusted provider: Solasta is one of Adelaide’s leading psychology and therapy providers and has a strong reputation for delivering high-quality, evidence-based support. Your team will receive care that is confidential, professional, and grounded in best practice.
Highly qualified team: Our EAP is delivered by psychologists and counsellors who are highly experienced in supporting people experiencing a wide range of challenges through a range of evidence-based psychological therapies.
Flexible and tailored delivery: Whether your workforce is office-based, remote, shift-work, regional or hybrid, we can work with you. Our team can deliver face-to-face support at Solasta or on-site in the Adelaide metropolitan region, online, or via phone/telehealth.
Consultative partnership: We collaborate with you to design an EAP package that suits the size, structure, and needs of your workforce.
Values-driven service: As a social enterprise, Solasta is a purpose-driven provider, which means your investment also supports broader wellbeing initiatives in the community.
Clear access and confidentiality: Employees access support directly and discreetly. Employers receive only aggregated, anonymised data to measure uptake and effectiveness.

In summary

For Adelaide-based organisations looking to foster a thriving, healthy, resilient workforce, an Employee Assistance Program (EAP) is a strategic investment. It improves individual wellbeing, addresses early-stage issues before they escalate, enhances productivity and retention, and contributes to a positive workplace culture.

At Solasta, we bring local expertise, qualified clinicians, tailor-made delivery, and a partnership approach to help you embed a best-practice EAP in your organisation. If you’re seeking an employee assistance program provider, or simply a trusted partner in workplace mental health, we’d welcome the opportunity to talk through how we can customise a solution for your team.

Getting started

Contact us at info@solasta.net.au to request an initial advice call. We’ll have a no-obligation discussion to understand your business focus, workforce size and demographics. From there, we’ll tailor a package that suits your organisation.