Search for information you're curious about
Bookmarks
All Posts
Hot
공지사항

Case Studies

29% of On-site Counseling Participants Led to Actual Counseling | 2-Year Operation Case Study of EAP in Public Enterprises Nationwide
2026.10.12 15:33
Views 31Scraps 2
Operational Cases · EAP

29% of On-site Counseling Participants Led to Actual Counseling | 2-Year Operation Case Study of EAP in Public Enterprises Nationwide

EAP Program Case Study: 2 Years of Operational Data on Outreach Psychological Counseling, Organizational Assessment, and High-Risk Group Management

How did state-owned power companies, with approximately 3,000 employees scattered across business sites nationwide, operate their EAP? Instead of merely keeping a counseling window open... On-site counseling, organizational mental health assessment, group programs, follow-up care for high-risk groups I have summarized the results and areas for improvement of the 24 months of operating together.

short answer
126 to 127 people participated in the outreach counseling every year, and among them Approximately 29% (37 people annually) apply for follow-up external professional counseling. ...did. In the counseling level classification, the proportion of the crisis management stage (Pink Flag) is 5.4%→0.6% It decreased, and satisfaction with on-site counseling was 4.7 to 4.8 points. On the other hand, the participation rate in organizational diagnosis dropped from 16.3% to 13.5%, even though compensation was increased fivefold.

🙋 This would be good for organizations like this to refer to.

This case serves as a reference for HR, personnel, and health managers who are already operating an EAP but are concerned that "the counseling channel is open, but I don't know who is actually using it or how."

  • Cases where employees have difficulty accessing the consultation window due to the headquarters and business locations being scattered across various regions
  • When usage rates are similar year after year but criteria are needed to determine if operations are going well
  • Cases where organizational mental health assessments are being conducted but the results are difficult to utilize due to low participation rates
  • Cases where clarification is needed regarding the extent to which the company is aware of and involved in the follow-up management of high-risk groups

📌 Case Studies at a Glance

item detail
Industry Public power generation enterprises (dispersed offices nationwide)
Employee size Approximately 2,800–3,300 people (based on annual tenure), including family members, partner company, and subsidiary employees.
assignment Establishing a channel that allows employees scattered across business offices nationwide to access counseling at their workplaces and proceed to formal counseling.
Operating method Individual Counseling (Maximum 8 sessions per person, In-person, Phone, Video) + Mobile Psychological Counseling Center + Organizational Mental Health Assessment + Group Programs + Self-Care & Reminder Care for High-Risk Groups
result Approx. 29% of on-site counseling was connected to external counseling, the proportion of the crisis management stage decreased from 5.4% to 0.6%, and satisfaction levels ranged from 4.7 to 4.9 points.
Problem Decline in diagnostic participation rate (16.3% → 13.5% despite increased compensation), repeated requests for expanded counseling sessions and agency selection.
Next year improvement Non-face-to-face counseling application/self-care platform, walking challenge, sleep improvement/mindfulness program proposal

📊 2 years of operational data

characteristic 1st year 2nd year
Individual counseling users (utilization rate) 184 people (5.6%) 154 people (5.5%)
On-site Counseling Workplaces / Participants 18 places / 126 people 14 places / 127 people
→ Request external professional consultation 37 people (29.4%) 37 people (29.1%)
Satisfaction with On-site Counseling (Response Rate) 4.7 points (46.8%) 4.8 points (75.6%)
Group Program Operation / Satisfaction 20 times / 4.8 points 29th / 4.9 points
Organizational mental health assessment participation rate 16.3% 13.5%
Proportion of Crisis Management Stage (Pink Flag) 5.4% 0.6%

🔍 2 things read from the results

1) On-site consultation became the gateway to the 'first consultation'.

80% of the reasons for applying for outreach counseling were “wanting to experience psychological counseling at least once.” Among the employees who had a brief experience at the workplace, about 29% went on to apply for formal counseling.

2) Crisis cases were managed even after counseling.

We provided a self-care app to 31 high-risk and crisis-stricken individuals, and in the second year, added reminder care and counselor case monitoring. Since changes in the weight of crisis management stages are influenced by various factors, they cannot be attributed solely to the effects of a single program.

⚠️ 2 things that didn't go well

1) The participation rate in diagnosis did not increase solely due to compensation.

Although the participation reward for the diagnosis was increased from 100 to 500 people, the participation rate decreased from 16.3% to 13.5%. Compared to the reward How results are returned, and what the company does not look at The task of explaining first remains.

2) Requests regarding the number of sessions and the range of counseling agency selections were repeated.

Although satisfaction was high, requests such as “please increase the number of sessions” and “it would be nice to have more counseling agencies to choose from” were repeatedly submitted to the comments section. How to continue cases where counseling becomes prolonged within the structure of a maximum of 8 sessions per person, and how to expand the range of counseling agency choices, remain tasks for the design of the next year.

If you want to compare our company's EAP usage rate

You can assess the level of operation based on the number of employees, current consultation usage, and operating methods.

Inquire about EAP Operations Check →

🛠️ This is how Nudge EAP was designed and operated

Nudge EAP does not stop at 'opening a counseling window' and Inflow → Counseling → High-risk group management → Operational data analysis → Next year's improvement plan Connects up to.

step What was done in this case
inflow Creating pathways for first-time encounters to counseling through visiting consultations at branch offices, weekly letters, and public lectures.
counsel Operation of an application pathway leading directly to individual counseling at an external counseling agency after on-site consultation
High-risk group management Self-care apps, reminder care, and counselor case monitoring for high-risk diagnosed groups and crisis cases
Operational data analysis Analysis by year of counseling topics (personal emotions 62–64%), age (30s 52.7%→68.8%), job title, and satisfaction opinions
Next year's improvement plan Proposals for a non-face-to-face platform, walking challenge, and sleep program based on requests for session expansion and institution selection, as well as cases of sleep problems.

🧭 When applying to our company

Our company situation Operating methods to refer to
Business locations are scattered across various regions. Guide to Applying for On-Site Individual Counseling at Office Visits + On-Site Consultation
The barrier to first-time counseling use is high. Guided as “experiential counseling” combining psychological test interpretation and counseling.
I am concerned about managing high-risk groups. Self-care and reminder care after counseling ends; only the totals are reported to the company.
The participation rate in diagnosis is low. Strengthen guidance on the scope of result utilization and confidentiality before compensation.

✅ EAP Operations Inspection Checklist

The checklist below is for internal review by HR personnel operating an EAP to verify any operational omissions when wrapping up annual operations or preparing for the next year's contract.

especially Scope of application, application channels, confidentiality guidelines, scope of result reporting These are basic verification items. If even one of these items is not organized, it is recommended to improve the default operating settings first rather than increasing the number of programs.

Among all items If 3 or more are insufficient It is recommended to review the application procedures, personnel, reporting standards, and follow-up management methods, rather than simply increasing promotion.

division Confirmation items check
Target range The eligible users and the number of eligible individuals, including employees, their families, and partner companies, were finalized and announced. ☐
Application Path We provided guidance on application channels such as phone, online, and on-site, and created a pathway leading directly from on-site programs to individual counseling. ☐
Confidentiality Guide The notice specified information that the company does not verify (consultation details, personal usage status). ☐
Scope of result reporting It was decided to accept company reports based solely on aggregated data such as usage rates, topic proportions, and satisfaction. ☐
Accessibility We operated on-site counseling and non-face-to-face counseling for employees at local workplaces. ☐
High-risk group management After the counseling concluded, follow-up management methods such as self-care and reminder care were determined. ☐
Diagnostic utilization We provided advance notice on how the results of the organizational diagnosis would be returned to the employees. ☐
Reflected in the following year Satisfaction feedback and operational data were reflected in the improvement plan for the following year. ☐

⚠️ Common mistakes

mistake Problems that arise Try changing it like this
Operational performance is judged solely by utilization rate. Even if the scope or session structure differs, comparisons are made using the same criteria. We consider on-site participation, connection to formal consultation, and satisfaction together.
They are trying to increase the diagnostic participation rate solely through rewards. As in this example, even if rewards are increased, the participation rate may not rise. We will first strengthen the scope of result utilization and confidentiality guidelines.
They only open a consultation window and conclude promotion once a year. Since there is no initial opportunity to encounter counseling, usage remains limited to a few employees. We provide multiple entry points through outreach counseling, letters, and public lectures.
We intend to receive high-risk group information on an individual basis. Employees become reluctant to use the counseling service itself. The company only receives the data, and individual management is handled by the counseling agency.

What EAP Can Do and What It Cannot Do

In this case, EAP supported the psychological burden of the employee through individual counseling, outreach counseling, group programs, and follow-up care for high-risk groups. However, EAP does not replace official company investigations, HR and labor judgments, medical diagnoses, or emergency rescue.

EAP is a supplementary channel that supports the psychological burden of family members. In cases of suggestions of suicide or self-harm, immediate safety risks, or risks of violence, do not respond solely with general EAP guidance; instead, you must first check emergency channels such as 119, 112, or the suicide prevention hotline 109.

Recommended Posts

❓ FAQ

Q1. Is an EAP utilization rate of 5% normal?

Simple comparisons are difficult as they vary depending on the target scope, number of sessions, and promotional methods. A more accurate assessment of the operational status can be made by examining yearly trends along with participation in outreach counseling, referrals to formal counseling, and satisfaction levels.

Q2. Can the company access information regarding the crisis management level (Pink Flag)?

This is an internal classification used by counseling agencies for crisis management and is reported to the company only as aggregated information, such as ratios. As a general rule, information that can identify an individual is not provided unless there are designated exceptions, such as personal consent or emergency situations.

Q3. If I consult inside the workplace, won't my colleagues find out?

You can reduce the burden by using a separate space and flow of traffic, not disclosing the application list, and operating it alongside programs open to everyone, such as special lectures and psychological test interpretations.

Q4. How many people participate in the outcall counseling at one time?

In this case, 126 people from 18 workplaces participated in the first year, and 127 people from 14 workplaces participated in the second year. Since the number of participants per session varies depending on the size of the workplace and the type of work, it is advisable to check the shift times and movement routes first before scheduling.

Q5. How can we increase the participation rate in organizational mental health assessments?

In this case, the participation rate did not rise even after increasing compensation. You could consider creating an opportunity for participation by placing a line at the beginning of the notice explaining how diagnostic results are returned to individual employees and what information the company does not view, and conducting these activities on the same day as on-site counseling or training.

Designing an EAP Operation Tailored to Our Organization

Based on workplace distribution, work patterns, and current usage data, we design an annual operational plan that covers everything from on-site counseling and high-risk group management to improvement strategies for the following year.

Inquire about EAP implementation and operation →

📚 Source and Information

This content is intended for general informational purposes and is based on the results of the Nudge EAP operation. Operational performance may vary depending on organizational circumstances and operating methods. In the event of indications of suicide or self-harm, or an immediate safety risk, please prioritize checking emergency channels such as 119, 112, or the Suicide Prevention Hotline 109.
Previous PostNext PostSee List
Comments3
  • Unknown User2
    사업소가 지역별로 흩어져 있으면 찾아가는 상담은 사업장마다 1년에 몇 번 정도 잡는지도 궁금하네요
  • Profile Image
    커피리필
    진단 보상을 5배 늘렸는데 참여율이 오히려 떨어졌다는 부분 와닿네요;; 회사가 뭘 안 보는지 먼저 설명해야 한다는 말 체크해둡니다
  • Unknown User1
    찾아가는 상담 신청 이유 80%가 '한번쯤 경험해보고 싶어서'였다는 게 인상적이네요. 창구만 열어두는 거랑은 확실히 다를 것 같아요~

Most Engaging Posts in the Community

See more in Best Posts (Real-Time)