For small to medium-sized businesses (SMB), mental health and wellbeing support, delivered by an Employee Assistance Program (EAP) is essential. Many SMB operators contend with significant mental health challenges. For SMB business owners, the Australian Chamber of Commerce has reported that more than one-third of SMB operators have been diagnosed with a mental health condition. Such challenges include:
23%
Anxiety
17%
Depression
15%
Stress
4%
Other mental health conditions
Equally, SMB workforces are dealing with many mental health concerns including burnout, stress, pressure, and anxiety. To manage these challenges, relieve pressure on SMB operators – as well as offering them expert support – and maintain engagement and productivity, SMBs must consider investing in a workplace mental health and wellbeing EAP program. In this guide, we’ll explore the benefits of EAP, why SMB organisations need EAP support, and how to choose the right EAP for your company.
EAP Support for SMB
Reviewed by Marylise Talbot, Executive Director of Digital and EAPAA President
This guide explores how an EAP for small and medium businesses can support employee mental health, wellbeing and business performance. You’ll learn:
What an EAP is and why small and medium businesses need employee wellbeing support
The benefits of EAP for employee mental health, productivity and retention
How to choose the right EAP provider and what small businesses can expect to pay
How Converge provides scalable EAP support for growing businesses
What Is an EAP for Small and Medium Businesses?
EAP is an employer-funded mental health and wellbeing program, providing confidential, free support to employees for a range of personal and professional wellbeing challenges. Support for these challenges is delivered through counselling and coaching, independent of an organisation.
The confidential nature of EAP is one of the main benefits, as employers, managers and colleagues are not informed of, or able to see, the conversations the employee has had with their clinician. This helps to break barriers to support, destigmatise help-seeking, and prevent fears of potential repercussions and backlash.
EAP counselling is delivered to employees by a qualified, experienced and tertiary-qualified clinician, and can be confidentially conducted:
In-person (face-to-face counselling)
Over the phone (telehealth)
Virtually through a video conferencing platform
Again, all forms of support, regardless of which delivery method is chosen, are completely private and confidential. Overall, EAP support acts as an affordable way for SMB organisations to provide mental health, wellbeing, nutrition, financial, legal and neurodiversity support to their employees, without the need for an in-house HR team.
The effectiveness of EAP
“EAP doesn’t need to be a big-business investment to make a meaningful difference. For small and medium businesses, affordable access to the right support can have an outsized impact, helping people address challenges earlier while protecting the wellbeing, productivity and resilience of the whole team.”
Marylise Talbot
Executive Director of Digital, Converge, and EAPAA President
Do Small and Medium Businesses Need an EAP?
All organisations, including SMBs, should consider investing in mental health support for their workforce as EAP is closely correlated with increased productivity, focus, and engagement. Not to mention, EAP support can help employees overcome challenges that impact their ability to perform inside and outside of work. EAP provides practical guidance, easily implementable wellbeing strategies, crisis and preventative support, and psychosocial risk management – all of which can be delivered affordably and cost-effectively, offering significant return on investment.
Challenges an EAP can support with, impartially and objectively, include:
- Stress, anxiety, burnout and depression
- Interpersonal relationships and conflict
- Life and family challenges
- Sleep and fatigue
- Addictive behaviours
- Change and adaptation
- Financial wellbeing
- Career direction
- Nutrition and diet guidance
- Legal concerns
- Neurodiverse conditions
SMB organisations are not legally required to offer an EAP. However, what they are legally required to do is keep workers safe from psychological and mental harm under Work Health and Safety Laws. EAP is one simple way to support your compliance and help your staff handle stress and other mental health and wellbeing-related challenges.
What are the benefits of EAP?
Benefits of an EAP for Growing & Scaling Organisations
The main benefits of an EAP for small and medium businesses include reduced absenteeism and presenteeism, greater employee engagement, improved productivity, burnout prevention and stronger employee retention. There is also significant ROI associated with EAP. According to Deloitte, investing in mental ill-health prevention and support can save Australian organisations upwards of $4.5 billion per year. Similarly, Deloitte says that ROI ranges from $1.30 to $4.70 for every dollar spent.
This ROI is achieved through:
- Reduced absenteeism
- Reduced presenteeism
- Reduced disengagement
- Improved focus
Other benefits of offering confidential, evidence-based EAP support can include:
- Higher engagement
- Greater productivity and performance
- Stress management and burnout prevention
- Reduced staff turnover
Mental Health Support for SMB Employees: How EAP Programs Support Small and Medium Businesses
EAP programs support SMB organisations in a number of ways – from helping employees through their personal and professional challenges to increasing engagement and performance. Ultimately, many unique challenges impact SMB workforces, and therefore, owner-operators who also experience significant stress and other mental health conditions.
In modern, growing SMB organisations, absence can significantly impact day-to-day operations. Similarly, workers’ compensation claims, arising from mental health conditions related to their working environments, can be very costly. Safe Work Australia reports that mental health compensation claims have increased by 36.9% since 2017-18. And concerningly, absenteeism, time away from work due to mental health issues and disengagement cost Australian organisations upwards of $11.5 billion, according to the Australian Human Resources Institute. Ultimately, this figure arises from lost productivity and temporary replacements or overtime payments, AHRI adds.
An EAP program works with organisations to address the pressing and underlying wellbeing challenges that impact their operations. Additionally, employers have a moral obligation to support their staff; it’s not just a legal requirement. Here is how EAP programs support small to medium sized business:
Increase productivity and performance by targeting the wellbeing challenges employees are facing inside and outside of work, enabling them to concentrate on their work and thrive.
Support SMB managers with their leadership skills, team performance concerns, and challenging conversations. SMB teams are often small and tight-knit with leaders being the people employees turn to, making EAP Manager Support essential.
Crisis and trauma support for when employees face significantly difficult or traumatic events. This could include in retail, contact centres, logistics and many other industries. Equally, when an employee needs crisis counselling, EAP support is often available 24/7, 365 days a year.
Prevention and proactive wellbeing are also underpinned by EAP, with a bank of resources and wellbeing tools available to support growth and learning, as well as support for minor challenges, preventing them from escalating into a crisis.
How an EAP Can Improve Employee Retention in a Growing Business
Small to medium-sized businesses often operate with lean, high-performing teams, leaving little room for absenteeism and high staff turnover. As a result, EAP providers are uniquely placed to address wellbeing issues early, to lower burnout rates and demonstrate your commitment to wellbeing – which helps increase employee loyalty.
Staff turnover is expensive. According to Scale Suite, hiring an employee with an annual salary of $80,000 can result in recruitment costs of between $12,000 and $16,000. Imagine if staff turnover increases, this figure can inflate fast. Through EAP, providers help organisations prevent burnout, which can often lead to turnover, in addition to challenges including financial stress, family and relationship issues, and anxiety – all of which can hurt job performance.
EAP programs can also help SMBs hire the right candidate through tools such as psychometric testing. This benefits all organisations because you reduce the candidate pool by identifying potential behaviours that could lead to morale and turnover issues. Finally, in tight-knit teams, conflict can arise and be hard to manage. EAP providers can help prevent and mediate conflict before it becomes an ongoing issue.
Key call outs:
Recruitment costs can hit $12,000 – $16,000 per employee
EAP helps address wellbeing challenges early, before they escalate.
EAP can also help fix conflict and promote harmony
How to Choose the Right EAP Provider: Six Things SMBs Should Consider
When choosing the right EAP provider for your growing business, there are many factors you need to consider. Here is your six-step checklist for identifying the right EAP for your organisation:
Tools and resources
EAP providers should offer a range of wellbeing tools and resources that are easily accessible and readily available for employees to access. Equally, accessing said tools should be easy and simple. Such resources should include a wellbeing app, portal, tipsheets, articles, podcasts, videos, and webinars – all of which Converge provides.
Counsellor expertise
The EAP provider you choose should have a comprehensive clinical network comprising wellbeing experts, including coaches, psychologists, nutritionists and dieticians, counsellors, occupational therapists, and social workers. At Converge, our human, clinical network spans 2,000 experienced, qualified, and certified clinicians and coaches. We offer the same care regardless of company size – whether that’s 50 employees or 100,000 employees – and we’re experienced in all industry types.
Digital wellbeing technology
Support delivery should be backed by digital technology to increase flexibility, immediacy, and convenience. Equally, that digital technology should house a bank of resources to promote proactive learning and wellbeing awareness. For example, Converge is backed by our comprehensive digital footprint that underpins our expert human support.
Service Delivery
When considering your EAP provider, you may have a diverse workforce who are spread across the country (or worldwide). You may also have teams in isolated environments – such as virtual or hybrid work. Therefore, your EAP provider needs to be able to accommodate those nuances. For example, at Converge, our counselling services can be facilitated virtually, over the phone, or in person at one of our wellbeing hubs. We can provide in-person support across 95% of Australia, and 100% of the population we support virtually.
Evidence-based support
The EAP you choose must provide practical, evidence-based support. This includes robust clinical governance models and strict confidentiality in line with AHPRA guidelines. At Converge, we deliver proven, evidence-based support to employees, overseen by our Chief Clinical Officer and wellbeing expert, Cate Page, to ensure accountability, EAPAA compliance, and quality care.
Employee experience
The goal of EAP is to support as many of your employees as possible. Therefore, the experience of your employees is paramount; they must gain value from their counselling and a pathway to greater wellbeing outcomes. At Converge, we proudly hold an 87% employee satisfaction rate, 91% ease-of-booking rate, and 95% first-appointment timeliness rate.
How Much Does an EAP Cost for a Small or Medium Business?
The cost of EAP for small to medium-sized businesses depends on the program you select for your organisation. EAP providers have different rates and management fees. Similarly, some EAP providers offer:
Per-employee pricing model
Pay-for-what-you-use model
Or a combination of both
Therefore, there is not a single figure for how much an EAP costs. However, as we’ve previously explored, EAP provides significant ROI, and for smaller teams, employers can often access cost-effective care models.
Ultimately, the cost of an EAP for a small and medium sized business should be considered against the value it provides through improved employee wellbeing, productivity, retention and early intervention. The right EAP program can provide affordable access to professional support while scaling alongside your organisation as your workforce and wellbeing needs grow.
1/3
Mental Health in SMB Organisations
of SMB operators have been diagnosed with a mental health condition
Source: Australian Chamber of Commerce
57.6%
of SMB owners are highly stressed
2nd
most occurring reason employees reach out to Converge is for workplace stress challenges
Converge Data
69%
of Converge support sessions are for personal issues – impacting their ability to work
Converge Data
Converge data is based on de-identified service utilisation across Converge International’s Employee Assistance Program and workplace wellbeing services during FY2025. Figures are aggregated and reported for informational purposes only.
Mental health claims have grown by…
36.9%
Why Choose Converge for SMB EAP Services?
Converge provides EAP services for SMBs across Australia, combining expert human support, digital wellbeing technology and flexible workplace wellbeing solutions that can scale as your organisation grows.
Small and medium businesses shouldn’t have to compromise on the quality of employee mental health and wellbeing support they provide. Converge gives growing organisations access to the same high-quality care and wellbeing ecosystem trusted by more than 1,700 Australian organisations.
With Converge, scaling businesses can access:
2,000+ qualified clinicians and coaches: Employees can access experienced wellbeing professionals for confidential, evidence-based support.
More than traditional EAP counselling: Support can include Manager Support, financial coaching, career coaching, nutrition, legal support and specialist wellbeing services.
Flexible ways to access support: Employees can connect with support in person, over the phone or virtually, helping you support on-site, remote and hybrid teams. Many of our appointments are usually available same-day or within a few days, making our EAP support highly accessible. Comparatively, EAP can be more accessible than private counselling where wait times are often lengthy.
Digital wellbeing technology: The Converge App and Employee Wellbeing Portal make it easier to book appointments, access wellbeing resources and engage with proactive wellbeing tools.
Proactive and preventative wellbeing support: Resources and digital tools help employees engage with their wellbeing earlier, rather than waiting until challenges reach a crisis point.
EAP that scales with your business: Converge can grow alongside your organisation, providing consistent workplace wellbeing support as your workforce, locations and needs evolve.
Whether you have a small team today or are preparing for your next stage of growth, Converge provides an EAP and workplace wellbeing solution designed to support your people now and into the future.
Give Your People the Support They Deserve
Bring enterprise-quality EAP and workplace wellbeing support to your growing business.
Talk to Converge today about an EAP solution that can grow with you.
FAQ about EAP for Small and Medium Businesses
Do small businesses need an Employee Assistance Program?
Small businesses can benefit significantly from an Employee Assistance Program (EAP) because it gives employees confidential access to professional mental health and wellbeing support. EAP can help employees manage stress, anxiety, burnout, relationships, financial concerns and work-related challenges before they have a greater impact on their wellbeing or performance.
For small businesses with lean teams, early support can be particularly valuable in reducing the impact of absenteeism, disengagement and employee turnover.
How much does an EAP cost for a small business?
The cost of an EAP for a small business varies depending on workforce size, services, usage and the pricing model offered by the EAP provider. Models may include per-employee pricing, usage-based arrangements or a combination of both.
For growing businesses, choosing a flexible EAP program can provide cost-effective access to professional support while allowing the service to scale as employee numbers and wellbeing needs change.
What are the benefits of an EAP for small businesses?
The main benefits of an EAP for small businesses include improved employee wellbeing, early intervention, greater productivity and engagement, reduced absenteeism and stronger employee retention.
An EAP can also give managers access to professional guidance, provide employees with confidential support for personal and workplace challenges, and help businesses build a healthier and more psychologically safe workplace.
How do EAP programs support employee mental health?
EAP programs support employee mental health by providing confidential access to qualified clinicians and wellbeing professionals for personal and work-related concerns. Support can address stress, anxiety, burnout, depression, relationships, conflict, financial wellbeing, career concerns and other challenges.
Modern EAP programs can also provide proactive wellbeing resources and digital tools that encourage employees to engage with their wellbeing earlier, before concerns escalate.
Can small businesses afford an EAP?
Yes, EAP programs can be affordable for small businesses, particularly when the program and pricing model are designed around the organisation’s size and needs. EAP should also be considered in the context of the potential business costs associated with absenteeism, presenteeism, reduced productivity and employee turnover.
For growing businesses, a scalable EAP can provide access to professional wellbeing support without requiring a large internal HR or wellbeing function.
What should I look for in an EAP provider for my small business?
When choosing an EAP provider for a small business, look for qualified clinicians, strong clinical governance, confidentiality, flexible service delivery, digital wellbeing tools, evidence-based support and a positive employee experience.
It is also important to choose an EAP provider that can scale with your business, so your workplace wellbeing program can evolve as your workforce, locations and support requirements grow. These factors align with the five areas covered in this guide for assessing an EAP provider.
How does an EAP improve employee retention?
An EAP can improve employee retention by supporting wellbeing challenges that may otherwise contribute to burnout, disengagement or employees leaving the organisation. Confidential counselling and coaching can help employees manage personal and workplace concerns earlier, while demonstrating that their employer is invested in their wellbeing.
For small businesses, the loss of even one experienced employee can have a significant operational and financial impact. Supporting employee wellbeing can therefore be an important part of a broader retention strategy.
Are EAP services mandatory for small businesses in Australia?
No, small businesses in Australia are not specifically required to provide an Employee Assistance Program. However, employers have responsibilities to protect workers from risks to their health and safety, including psychological health.
An EAP can therefore form part of a broader workplace approach to supporting employee mental health, managing psychosocial risks and providing employees with access to professional support.
Why should small businesses invest in employee wellbeing?
Small businesses should invest in employee wellbeing because healthy and supported employees are better positioned to remain engaged, productive and effective at work. For smaller teams in particular, stress, burnout, absenteeism and turnover can quickly affect business performance and place additional pressure on other employees.
Investing in employee wellbeing through an EAP provides employees with confidential professional support while helping the organisation build a healthier, more resilient and sustainable workforce.
