A BBC article talked about the British Association for Counselling and Psychotherapy (BACP) investigating claims regarding the handling of calls by a major provider of workplace mental health services in the UK.
Allegations include improper handling of calls from vulnerable individuals, such as advising a caller with suicidal thoughts to go on a date with his wife. The EAP provider denies these claims.
Concerns About Referral Limits and Call Targets
Employee Assistance Programs (EAPs) aim to support employees with personal issues that may affect their work performance and wellbeing. Some counselors report feeling pressured to limit referrals for further counseling due to company targets.
Internal communications suggest setting weekly targets for call duration and referral rates. They asked them to keep calls below 19 minutes and refer just 18% of callers to therapy in one week.
Training and Support Issues
Concerns about the clinical training and support of managers at the EAP arose, with instances where non-clinical managers hesitated to call an ambulance for callers at risk.
One individual, Mikey, recounts his experience of not being referred for structured counseling until his third call, six weeks after his initial contact with the EAP provider. The BACP is investigating these and other concerns.
Limited Access to Therapy
According to research by UnMind, 42% of callers who need therapy are rejected. Despite EAP usage sitting at around 5% (which may only reflect self-serve content, not therapy) access to treatment is still restricted.
Fear of Accessing Services
EAPs began in the 1950s to deal with alcohol abuse that was impacting productivity. Over the past 75 years, they have expanded, but there is often a concern in accessing services.
Former Forbes Councils member James Kinney highlights how stigma contributes to low utilization of EAP.
He notes that many employees may avoid these services due to concerns about confidentiality, professional consequences, or judgment from colleagues and supervisors. This fear can ultimately prevent them from reaching out for support.
EAP Limitations for Content Moderators
When we speak to customers who are comparing what Zevo provides with an EAP, we advise caution. EAPs deal with a small proportion of the total employee population.
Even when approved for therapeutic services, most traditional EAP vendors limit access to a number of counseling sessions per employee per month.
The Mental Toll of Tragedy
Consider what Content Moderators experienced on October 7, 2023. Their workday began with an onslaught of footage from the Hamas attack on Israel—graphic, audio-visual, real-time recordings of violence.
This was the first time we had a real front seat to the impact of war on people, and over the following days, they removed hours of war-related content.
The Urgent Need for Specialized Care
Typical EAP services lack the Trust and Safety expertise to recognize the psychological burden of this work. Imagine that after 6 sessions, their access to support is cut off – or that they need to spend time convincing their EAP provider that they need longer-term support.
We believe Content Moderators do a very difficult job. They need and deserve more access to mental health providers trained in Trust and Safety—providers who understand not just the trauma of disturbing content but the additional pressures they face.
While we have no doubt that there are very capable mental health professionals working for EAP providers, the level of care needed to support Content Moderators is simply insufficient via a traditional wellness program.
Why Zevo Health is Different
Our wellbeing services are supported by a robust clinical framework developed in conjunction with external leaders and maintained by me — Dr. Michelle Teo, as Clinical Director, with our entire clinical team.
We regularly review our framework and update it as we discover new impacts of harmful content and advancements in psychological understanding.
Zevo Health’s Expert Wellbeing Specialists
Our Wellbeing Specialists are all clinically trained, typically to the Master’s level, with three or more years of clinical experience. This means we don’t just hire professionals with theoretical knowledge.
We only place providers who have worked directly with clients in individual and group therapy for hundreds of hours.
Comprehensive Training for Industry Understanding
During their training, they will have personal therapy to minimize any biases, undergo intense supervision from senior clinicians, have their therapeutic work audited by tenured professionals, and develop exceptional skills in treating mental health issues.
We also provide CPD-accredited training that upskills our Wellbeing Specialist teams to truly understand the Trust and Safety industry. This includes knowledge of operational models, organizational structures, systems and processes, language and terminology specific to the field, and more.
Our Flexible and Client-Centered Approach
Despite operating a short-term, brief therapy model, we do not impose hard session limits. Our Wellbeing Specialists have no targets for handling time, and each session lasts 50 minutes—similar to traditional counseling services. If necessary, sessions can be extended, especially in cases of imminent risk.
We also have strong referral pathways for longer-term counseling or psychotherapy, including external providers like community mental health, licensed therapists, GP/Psychiatry, private practice professionals, etc.
In addition, we work extensively in group sessions, where we bring people together to share their experiences, develop strong working relationships to support one another and discuss coping strategies.
Accessible Mental Health Support
Meeting the demand for mental health services externally is challenging. Since we do not have hard session limits, users can return to our service with new presenting issues.
This safeguards users and means that they will always have access to support, which includes both our team and external providers to whom we can refer them.
It is also imperative for Content Moderators, who need ongoing access to therapeutic services to protect their mental health. Many have taken legal action against companies, including BPOs and their clients, due to insufficient support, causing massive reputational damage.
Why Onsite Therapy Matters
Content Moderators face significant mental health risks due to the nature of their work environment. Research shows that their stress can affect their personal lives, leading to long-term emotional harm. They are at a higher risk for burnout, PTSD, depression, and other mental health issues.
Most people agree that providing moderators with an onsite experience for therapy is more beneficial. It shows the organization’s commitment to protecting its people’s mental health.
Protect Your Moderators with Zevo Health
EAPs fall short of meeting the needs of Content Moderators. When legal cases arise, as we know they will be, it’s clear that many EAPs lack the clinical depth required to help employees.
Zevo Health provides a level of care that goes beyond what traditional EAPs can offer. If you are interested in finding out more about our services, please contact us.
