Factors affecting the utilisation of EAP services in a waste management company

Abstract

Success of Employee Assistance Programme (EAP) is mostly determined by high utilisation rate of EAP services. However, there are various factors that contribute towards utilisation of EAP services in the workplace such as confidentiality, marketing and accessibility. Good and high utilisation of EAP services positively affects the company s bottom line, (Berry, 2010:1) resulting in improved productivity, low staff turnover, high employee morale, low levels of absenteeism and low cost of health care in the workplace (Brennan & Beidel, 2006:36).The researcher conducted a quantitative study in a waste management company using a questionnaire which was distributed to 128 selected respondents from four different depots that falls within Cluster South, referred to as Custer B in the study. The study explored factors affecting the utilisation of EAP services in a Waste Management Company. The results of the study proved that the success and utilisation of EAP services depends on various factors. Amongst the factors, awareness and marketing of EAP services were found to encourage utilisation of EAP by all stakeholders. Regular communication with employers was also found to promote EAP services and high utilisation rate. EAP s success and credibility was found to depend on the maintenance of confidentiality. Supervisors are the key players in implementing EAP services and are the EAP s most significant lint to the company. Support from top management was found to be one of the contributing factors in making the EAP a success through their buy-in of the programme. Other important factors that affected utilisation of EAP services included the physical location of EAP offices, the level of employees education, gender, and perception. Stigma and discrimination also affected utilisation of EAP service. It can be assumed that organisations with successful EAP services benefits through the reduction of workplace accidents and errors, lost workdays as well as increase in the morale of workers and productivity.