The Quiet Crisis: Why Employees Don’t Trust EAPs and What We Can Do About It

Let’s be honest. Employee Assistance Programmes (EAPs) have become a bit of a tick-box item for many workplaces. “We have an EAP,” they say. “It’s there if you need it.” But too often, that is where the conversation ends.

On paper, EAPs sound like a lifeline. Confidential support for stress, burnout and personal issues. But in practice, there is a growing sense that people just do not really trust them. I have noticed this myself, and I suspect you have too.

Where the Doubt Creeps In

It is not that EAPs are useless. Many offer solid resources and qualified counsellors. The issue, however, is perception. A lot of employees worry: Is it really confidential? Who is paying for this? Will my manager find out I am using it?

According to a 2022 study by the Chartered Institute of Personnel and Development (CIPD), only about 44% of employees who needed help with their mental health actually used the EAP available. That is not because they did not need support, but because they did not feel safe enough to ask.

That figure is concerning. Less than half.

I remember talking with a friend who works at a large firm. She told me plainly, “I would never use it. I just don’t trust it.” Her tone said it all.

A Real Issue, Not Just a Feeling

This is not just a vague feeling. A report from Mind, the mental health charity, found that employees often doubt whether EAP counsellors are truly independent of their employer. In some cases, that suspicion is justified.

When the employer pays for the service, it is hard to believe there is no back channel or subtle pressure to share information that, legally, should remain confidential. Even if EAPs promise confidentiality, the fear is real. Once that doubt sets in, it is difficult to overcome.

The Human Cost of Distrust

What happens when people do not trust these systems? They do not use them. When facing anxiety, depression or burnout, that silence can be dangerous. It is like watching a fire smoulder and hoping it will go out on its own.

Sometimes, it does not.

I am not trying to be dramatic. But mental health support only works when people feel safe enough to reach out. Without trust, the system becomes little more than window dressing.

Enter ReechUs: A Different Approach

At ReechUs, we recognised this gap — between what is offered and what people actually trust. We decided to rethink the experience.

We operate outside the employer’s usual HR structures. There is no back-channel reporting or divided loyalties. Instead, employees have direct access to real experts — therapists, counsellors and coaches — who focus solely on the individual in front of them.

We also make it easy to access support discreetly, without complicated triaging or third-party administration hurdles. Just people talking to people. It sounds simple, but it makes a significant difference.

I have seen how this trust makes an impact. One client told me they had never reached out for support before because of concerns about HR involvement. With ReechUs, they said, “I finally felt like I was not being watched.”

The Bottom Line: People Need to Trust the Help They Are Offered

There is no one-size-fits-all solution. EAPs can still play a role. But without trust, it does not matter how many resources or training modules are available. People will keep their struggles to themselves. That is the real risk.

ReechUs aims to change that. Not by replacing every EAP, but by offering an alternative that is more human, more direct and, above all, more trusted.

Resources:

• CIPD, “Health and Wellbeing at Work 2022”
• Mind, “Employee Wellbeing: How Employers Can Build Trust”
• Mental Health Foundation, “Why Trust Matters for Workplace Wellbeing”

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