Heading up an organisation dedicated to offering counselling and support to those in need can be challenging but has many rewards, according to Martha Pitman, the executive director of the Employee Assistance Programme (EAP) of Bermuda.

Over 12,000 local employees have access to EAP's services through its 222 member companies. The core of the services offered is short-term counselling to help Bermuda's workers who are struggling with everything from relationship issues to substance abuse problems.

With the economic downturn shaking the Island, these services are more important than ever, Ms Pitman said.

She oversees a team of both full and part-time counsellors and support staff in order to ensure that these needs get met. Ms Pitman has been in her role for eight years after working with EAP since 1996.

She actually came to counselling later in life having first trained and worked in the business sector as an accountant. In 1995, she went back to school and obtained her Masters in counselling and then joined EAP.

Ms Pitman said having two skill sets — business acumen and counselling — has greatly helped her in her role fronting EAP. "It's a really good mix for this position because in an addition to our individual counselling services, we work with companies and I have a good understanding of those workplaces and the business environment and its needs, which has been very beneficial and helpful," she said.

Ms Pitman still sees clients for individual counselling although most of her role now consists of administration. An average day at EAP starts around 8.30 a.m. when the first clients arrive for the day. Each counsellor typically sees five to six clients a day and calls are pouring in all day from those either seeking services or information.

The programme takes pains to ensure the privacy of those in counselling. They have two separate waiting rooms so that clients' paths should not overlap and they stagger appointment times. On this small island, that additional privacy is very important to clients, Ms Pitman said.

When a new business joins the programme, EAP also organises an information session for its employees of what it has to offer and these presentations and others must be planned and executed. Ms Pitman also attends a number of conferences off Island on EAP and counselling to stay abreast of developments.

The most rewarding parts of her job arise from the satisfaction of seeing clients helped to cope with their problems and working with her strong and dedicated staff, she said. "We work hard to support each other," she said of the three full-time counsellors, two support counsellors and office manager.

Along the way there is much juggling of resources and people management to be done, however.

Counsellors at Bermuda's Employee Assistance Programme (EAP) opened 1,021 new cases last year and this year is expected to see a similar utilisation rate. "With fears of a tightening economy, employees are concerned about their job security and finances," Ms Pitman said. "It becomes more challenging to make ends meet and single parents are especially vulnerable." With too much stress, people's coping mechanisms are compromised and there are increases in incidents of depression, relationships become strained, domestic violence increases and so can drinking and drug use.

Ms Pitman recommended that EAP member companies "use their internal resources to inform employees about EAP" to build awareness of the help in coping that is on offer.

She said counsellors are already reporting an increase in stress levels on the Island associated with the global economic downturn — whether directly or indirectly. "People already work long hours here which leads to a lot of stress," she said. "And now, with some companies downsizing, financial concerns are adding new strain — particularly on single parents. The cost of living is so high. The work-life balance is always a challenge as many people must work two jobs. And now, the financial crisis adds additional pressure as people fear for their job stability and how long their jobs will be there.

"And, if they already have stress or problems at their jobs, there is less opportunity to move jobs. The pressure is more dramatic and people get stressed and overwhelmed which can manifest itself in many ways."

These challenges are building as we also approach a season when many people struggle emotionally anyway — the holiday season.

For some it's a time of joy and relishing family but for others the holiday season is filled with depression, grief and added financial burdens. Some people also end up reliving past traumas over the holidays. "For some it is just not a happy time," Ms Pitman said.

Typically EAP sees an increase in demand in November related to the holidays. All kind of issues arise from infidelity and increased drinking and partying to the financial and time burdens of trying to create the "perfect Christmas".

As Christmas draws closer, demand at EAP drops slightly as people become busier with social engagements, but once early January arrives, it spikes again as those dealing with the fallout of the holidays start calling for help.

Typically EAP counsellors will see clients for six to eight sessions to help them overcome their issues, but Ms Pitman was quick to say they will continue counselling longer where there is a need. The programme also offers referrals to health professionals or other types of counsellors where needed. Usually clients calling for the first time can be seen within a week but EAP will bring them in on an emergency basis as is necessary.

With private counselling services costing $150 to $200 and upwards an hour, the EAP's programme is a true blessing for many of the Island's workers. Anyone who works at a member company can access the service, free of charge, as can their spouses and children up to the age of 21 — or 25 if still in full time schooling.

"The benefit provided by EAP companies is really a tremendous benefit to allow people to get the assistance they need," Ms Pitman said. The programme also sees a high degree of client satisfaction.

"Employees value the EAP of Bermuda," Ms Pitman said, in a recent report to member companies. "We provide them with a quiet, confidential, safe place to discuss their problems and vent their emotions. When people are overwhelmed by their problems, they become paralysed with indecision. Through counselling they can be guided into exploring their options and developing coping skills so that they can manage their problems and find solutions."

Twenty-two percent of those who seek out counselling at EAP are dealing with marital or relationship issues, while another 12 percent are there for family issues, 31 percent for psychological/emotional issues, four percent for addictions and 15 percent for work-related problems.

Most are self-referred, Ms Pitman said, with only 12 percent reporting they were referred by supervisors or managers for job concerns.