Employee Assistance Program Utilization and User Satisfaction in an AbilityOne Program Compared to Non-AbilityOne Programs

Abstract

The present study examines the effectiveness and utilization of an Employee Assistance Program (EAP) that was designed to serve 218 employees of an AbilityOne company whose mission it was "to improve the quality of life for persons with disabilities." Within the company, 88% of the direct labor work force was estimated to have a severe disability. After two years of operation, the EAP in the study had a utilization rate estimated to be 24.8%. According to 41 responses to a Likert-scale survey, over 90% of supervisors and non-supervisors rated the EAP highly in helpfulness, promptness of service, professionalism, understanding of the situation, and satisfaction with the results. Similar findings in ratings were found when the EAP was compared to a larger, traditional EAP program. In company initiated Likert-scale surveys distributed in 2008 and 2009 to all employees, the majority of all employees sustained favorable attitudes toward the EAP in both years. Over 75% felt they understood the EAP, were given an opportunity to use it, and were more likely to use it in the future. The concepts of supervisory support, early intervention, and program integration were felt to be important components of the EAP. The study findings indicate that an EAP designed to serve employees with disabilities can work effectively and benefit multiple stakeholders.