September 25th, 2026
Photo: Annie Spratt / Unsplash.
When an employee’s performance changes, supervisors face an important challenge: addressing workplace expectations while responding with empathy. A supervisory referral to the Employee Business Solutions (EBS) Employee Assistance Program (EAP) can connect employees with support without requiring managers to become counselors or diagnose personal problems.
Recognize the Right Time to Refer
A referral may be appropriate when a supervisor notices repeated attendance issues, missed deadlines, workplace conflict, or declining performance. These concerns may have many causes. Rather than making assumptions about someone’s health or personal circumstances, focus on observable behavior and its impact on the job.
Document specific examples, including dates, expectations, and previous conversations. Consult human resources and your organization’s EAP procedures before initiating a formal referral.
Have a Respectful, Private Conversation
Meet privately and explain your concerns calmly. Describe the performance gap, invite the employee’s perspective, and identify the improvement needed.
For example: “You have missed three project deadlines this month. We need future assignments completed on schedule. Our EAP may offer support with challenges affecting your work, and I would like to explain how to access it.”
Present the referral as a supportive resource, not a punishment. Avoid asking for diagnoses, treatment details, or unnecessary personal disclosures.
Explain Confidentiality and Expectations
Clarify whether the referral is an informal recommendation or part of a formal workplace process. Do not describe participation as mandatory unless that requirement has been confirmed through applicable policy and appropriate HR guidance.
Explain that confidentiality has legal and program-specific limits. Any information shared with the employer should follow applicable requirements and authorizations. Supervisors should not expect access to counseling content. Ask EBS or HR what, if any, participation information can appropriately be provided.
The employee remains responsible for meeting established job expectations. An EAP referral supports improvement; it does not replace performance management.
Follow Up With Care
Set a reasonable follow-up date and review measurable workplace outcomes. Recognize progress, address continuing concerns consistently, and avoid pressuring employees to discuss private counseling conversations. Keep documentation factual and secure, and coordinate next steps with HR when performance concerns continue or circumstances require additional workplace guidance.
For immediate safety concerns, follow emergency procedures rather than relying on a routine EAP referral.
Learn about employee assistance practice through the Employee Assistance Professionals Association (EAPA). For program information and referral guidance, visit the Employee Business Solutions homepage.
A thoughtful referral combines accountability, dignity, and a practical pathway to help.
Tags: EAP counseling, employee business solutions, employee drug abuse, mental health benefits, Mental Wellness Programs, Wellness, workplace health programs, workplace safety
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