Lichfield employee assistance provider highlighted on national radio

The work of The Listening Centre, a long-standing Lichfield employee assistance provider has been highlighted on BBC’s File on 4 programme as part of a national Radio 4 investigation.

Sharon McCormick (pictured) was interviewed for the Radio 4 feature, with her Employee Assistance Program service cited as a desirable model for companies to access.

Despite being a small EAP, Sharon said a focus on offering a service that places employees' wellbeing as their main priority had led to an excellent reputation among customers, which include West Midlands Ambulance Service and Keele University.

However, allegations were made against one of the UK’s biggest EAPs, where targets were allegedly set on how many callers could be referred for counselling, with often less than 20 minutes only being allowed for each call.

One caller who was having suicidal thoughts claims a National EAP counsellor told him to “go on a date” with his wife while counsellors said they felt like they were letting down employees who were in need of support.

Sharon said: “For years in the counselling arena, we have been hearing how some larger EAPs put unrealistic targets on their call centre staff. They also apply an inflexible approach to the type of talking therapy on offer, and counsellors feel ethically compromised, trying to hit company targets before meeting employees’ mental health needs.

“EAPs are a business-to-business service that employers can use to provide quick access to wellbeing services for their staff. The sector is still growing but it’s dominated by large EAPs, I’m trying to network with the smaller providers like us here at The Listening Centre but we are very few and far between.”

According to the File on Four programme, almost 25 million workers in the UK have access to an EAP through their employer. They are designed to help people deal with personal problems that might affect their performance at work by offering advice, support or counselling sessions.

Sharon said: “There is no quick fix - life’s traumas and troubles can’t be fixed with a magic wand, it takes time, patience, respect and confidentiality in a space where people feel really safe to explore anything that is troubling them.

“We were once approached by another EAP provider that wanted to buy us out – but when I looked at their business model it was shocking. I asked them how they made a profit and they said they signpost most employees to self-help, the rest they try to convince to have telephone counselling, which is a cheaper outlay than face-to-face talking therapy.

“To hear that just blew me away, it’s a clear indication that many EAPs are putting profits and targets before people. That’s not how we work, and as a therapist myself I know that nothing beats face-to-face contact.”

When an employee contacts The Listening Centre, therapists’ availability and specialisms are considered to ensure they are a good match for the person calling. Employees can choose virtual sessions based on their preference, but the majority of staff opt for face-to-face support.

Since the start of the pandemic, there has been a rise in people being out of work due to health conditions, partly influenced by the surge in mental health challenges. This trend puts a financial strain on employers, costing them tens of billions due to absenteeism and decreased productivity.

Experts believe this could shed light on the fourfold increase in the demand for Employee Assistance Programs (EAPs) over the past two decades. With over a million individuals on NHS waiting lists for mental health services, many are seeking support beyond traditional channels.

Sharon added: “When we get a call, some people are very clear about what they want while others are so distressed and overwhelmed they don’t know how to articulate what they need, they just know they need help. It’s absolutely critical that people get a positive experience when they first pick up the phone - they could be suicidal and just one drop in that very full bucket could tip them over.”

To contact The Listening Centre call 01543 300068, email [email protected] or visit their website The Listening Centre