How to address a team member when they're struggling with their mental health

Mental health issues can impact an employee's ability to work effectively or to attend work at all. Poor mental health affects every area of a person's life and can happen due to events in their personal life, work-related stress, or for no apparent reason.

How poor mental health impacts your employees will vary depending on the type and severity of their symptoms. They may struggle with routine work tasks and self-care or take more sickness absences. Your employees may have ongoing mental health issues and manage them effectively sometimes while struggling at others. Work can be helpful by giving your employees structure and offering support from their peers and managers.

The World Health Organisation estimates that 15% of working-age adults live with a mental health condition. Some are unable to work due to serious mental health issues and may require ongoing care from a family member or professional carer, which can impact family life and financial security.

Mental health issues can also lead to social isolation, which creates a vicious circle of worsening mental health problems. They'll likely feel unable to engage in work and social activities that could boost their mental health and let them lead a fulfilling life.

Poor mental health can be devastating to your employees and tangibly impact your business. Mental health issues can affect an individual's performance as they may lack motivation, procrastinate more and find it more difficult to concentrate. Some people with mental health issues can experience insomnia and physical illness, which cause lower energy levels. For these reasons, mental health is closely linked with productivity, making it more challenging to manage workloads effectively.

If one team member is less productive or takes time off due to a mental illness, this can impact other team members who must cover their workload. This, in turn, can lead to other team members experiencing low morale and mental health issues and taking sick leave or resigning, causing increased staff turnover. Customer service standards may also suffer with potential reputational damage for your company.

Research shows that in 2022, mental health issues were the 5th most common reason for sickness absence in the UK. UK businesses lose an estimated £42 to £45 billion each year due to lost productivity, presenteeism, absence and staff turnover. While mental ill health can occur for any reason, 875,000 workers experienced work-related stress in 2022/23.

Acting to improve employees' mental health and providing advice and support for employee's mental health problems clearly makes sense.

Prevention is better than cure, and every business should start by considering how to promote good mental health at work while also providing support for employees with mental health issues. Poor mental health can arise at any time, but having a strategy in place to manage mental health and promote mental well-being can help your team seek support when needed.

Supporting mental health in the workplace can take various forms. The measures you implement will vary depending on your employees' needs, the nature of your work, and the resources you can access. A smaller business can likely implement a highly personalised approach, particularly if they work to develop close relationships within teams. Larger corporations may have greater resources to offer financial support and provide training from external providers.

There may be known mental health challenges associated with your work that may increase the risk of work-related stress. While it's a good idea to prioritise known risks, your team may face mental health issues for many reasons.

You must tailor your approach to promoting good mental health to your team. However, there are a few key principles to consider.

Get to know your employees

Getting to know your employees helps you manage them well, as it helps you learn about their skills and understand what management style gets the best from each team member. It can also help you identify the signs of poor mental health. Learning what is normal behaviour for each employee means you're more likely to spot potential mental health problems before they become more serious.

Enabling employees to build relationships is also good practice as it lets colleagues look out for each other and discuss any mental health issues. Many employees will likely discuss their mental health concerns with a colleague before bringing them to a manager due to concerns over the impact on their career.

Showing empathy and learning about your employees' lives helps them feel supported and empowers them to discuss their mental health. Their colleagues are also more likely to approach you with concerns if they know you'll be supportive. It also enables your team to talk to you about their personal lives and anything causing stress or mental health issues. For example, suppose a team member is experiencing bereavement or divorce or is supporting a family member through ill health. In that case, you can offer extra support or adjust their workload as needed.

Create a positive work environment

Getting to know your team is essential to creating a positive environment that supports good workplace mental health. Promoting good mental health can help to reduce mental health issues. It can also help you address an employee's mental health problem by creating a supportive environment to aid their recovery and help them manage mental health issues. Ultimately, it may also help prevent a mental health condition from developing into a crisis.

A positive environment supports workplace mental health and can focus on caring for employee's mental health as part of daily life, preventing mental health issues where possible, rather than rather than addressing problems that have already arisen.

There are several specific ways to support people in caring for their mental health, which we'll discuss shortly. However, encouraging managers to be open about their mental health issues can reduce stigma and encourage employees to speak about any mental health challenges. Managers don't have to have experienced severe mental health issues to do this. Acknowledging the small stresses that can build up over time can be enough. For example, say a manager arrives at work feeling stressed because they were stuck in traffic or their train was delayed. Asking for a few minutes of breathing space before they start work helps create an atmosphere where employees can do the same.

Well-being initiatives

Sometimes, supporting mental health at work involves taking practical steps to promote good mental health. Well-being initiatives help your team focus their attention on mental health, identify the signs of mental health issues in themselves and others and learn valuable skills to help people manage their mental health in the long term.

Well-being initiatives can take various forms. They should include some form of training to ensure managers and employees understand the importance of good mental health and why you've chosen a particular approach. Training on work-related stress can help managers identify the signs and learn techniques to reduce the likelihood that an employee will experience stress at work.

It's a good idea to include practical advice and support that employees can include in their daily lives. For example, activity sessions such as mindfulness and meditation, yoga, or a lunchtime walking group offer mental health benefits and support good physical health. You can also arrange a wellness challenge to help your team focus on their mental health.

Access to treatment

Employee health insurance can provide access to treatment and support for mental health issues. Health insurance includes core coverage, which you can extend by adding optional extras at an additional cost. Most policies include access to 8-10 counselling or CBT sessions as part of their core coverage. Your employees can typically book these directly with the provider without a GP referral. Basic health insurance also provides 24/7 virtual GP appointments and telephone helplines, which can provide advice and reassurance for mental health concerns. Trained nurses staff most helplines, but some providers also provide access to other specialist advisors. Bupa's health insurance includes a family mental health helpline where employees can seek advice about mental health issues for themselves or a family member.

You can add further mental health coverage to your policy to provide a broader range of services. Extended mental health coverage includes access to more counselling sessions, plus in-patient treatment for more serious mental health problems. Business health insurance can also provide you with data to identify mental health trends and support in developing well-being initiatives.

Self-help resources

Everyone is different, and supporting mental health can take various forms depending on each employee's needs and circumstances. Providing your team with self-help resources empowers them to take control of their mental health and choose appropriate support.

There are many free resources discussing mental health topics and common mental health problems which you can share with your team. The NHS offers self-help resources along with advice on seeking help for mental health problems. Mind is a UK-based mental health charity offering information and support on various topics, including understanding mental health issues and supporting someone else. The Mental Health Foundation is also an excellent source of advice with resources for the general public and mental health professionals.

Many employers invest in health insurance to provide their staff with mental health support. Some policies include access to mindfulness and meditation apps as part of their member rewards programs. You can also provide access to these apps without health insurance. Popular apps like Calm and Headspace offer corporate subscriptions. You can also use employee benefits platforms to offer various perks and benefits.

Most health insurers provide articles on various mental health subjects, which you can access even if you aren't a customer.

We've mentioned the importance of training as part of your well-being initiatives, but it's also essential to supporting mental health at work. High-quality training helps people identify the signs and symptoms of work-related stress and other mental health issues. We'll discuss ways to support people experiencing poor mental health, but it's vital you approach mental health issues with compassion and understanding. Everyone can face mental health challenges, and while there has been progress in understanding mental health issues, some stigma remains. As mentioned, creating an open culture where employees feel able to discuss their mental health at work enables them to seek help when needed.

Choose appropriate people to offer support when needed and create a structure to ensure employees get the right support. An employee's mental health problem may need specialist advice or treatment, which their manager can't provide. However, they can signpost them to resources or treatment with the proper training.

The HSE's guidance on mental health at work is a useful starting point for understanding how mental health issues can impact work and ways to provide suitable support.

Understand the signs and symptoms

We've discussed how getting to know your team can help you identify behaviours that are out of character or enable them to discuss their mental health challenges. Symptoms can take various forms depending on the condition, and employees may exhibit some symptoms and not others. A change in behaviour and mood can often suggest an employee is experiencing mental health struggles. They may also change the way they interact with their colleagues.

NHS guidance provides resources on common mental health issues, including feelings, symptoms and behaviours. Someone experiencing mental health symptoms at work may appear tired and anxious or become more withdrawn than usual when interacting with their colleagues. You might notice a drop in the standard of their work and ability to focus. They may lose interest in tasks they've enjoyed before or become irritable with their colleagues. Increased absence is a common symptom, so check in with any team member who starts taking more time off.

Training a mental health first aider (MHFA) can help you identify potential issues in your team. Various providers offer suitable training, which teaches participants how to recognise the symptoms, support people with mental health issues and advise employers on ways to support employees struggling with their mental well-being.

It can be more difficult to recognise the signs of mental ill health in remote workers. Ensure you have regular catch-ups with your team so you can spot any changes in their behaviour.

Recognising symptoms is the first step to providing support.

Ensure staff know how to get help

If an employee is struggling with mental health problems, they may wonder where to find support. Ensure every employee knows who they can approach for help or where to go for third-party support. It's a good idea to have various sources of help, as these allow employees to choose their preferred option. For example, employees may request flexible working hours or adjustments to their workload if they feel stressed. Some people feel able to speak with a manager and ask for help, while others prefer to seek confidential advice from someone impartial to work out what they need. Others might want to speak with a colleague, such as an MHFA, who knows the company and can talk them through their options and provide support if they need to approach a manager. If an employee approaches you for help, show empathy and thank them for speaking openly.

Sometimes, the approach will come from a team member worried about the signs of mental ill health in themselves. However, you or your team members may also notice symptoms in their colleagues. In those circumstances, ensure all employees know who to speak to if they have concerns. That might be a line manager, MHFA, or another nominated person. In turn, those representatives should receive training so they can approach employees in the right way and offer appropriate support.

Training sessions can increase awareness, but you should also ensure that information is readily available when needed. This could include guidance and resources on the intranet, via email, or on posters around the office reminding employees of the available help.

Listen to your employee

If an employee approaches you with concerns about their mental well-being, listen carefully before responding. Mental ill health can be complex, and one employee's feelings and worries may vastly differ from a colleague in the same situation. The way an employee responds to stress at work or in their personal life is usually unique to them, impacted by their past experiences and current circumstances.

You may not have the solution to a problem, but you can suggest other sources of support. Your employee may want to know what options are available so they can decide what to do next. When you listen carefully, you can suggest ideas and let them decide. You may also need time to reflect before having another conversation, so be clear about what you will do and when you'll speak again.

If you're approaching an employee because you or another colleague are worried about them, they may not be ready to open up. Mention that they don't seem to be themselves or you've noticed a particular behaviour and wonder if they're OK. That way, they know the door is open if they're not ready to talk immediately.

Offer further support

In some circumstances, you can provide the support employees need to feel better. For example, if an employee feels stressed because of a challenging relationship with a colleague, good communication and high-quality management skills could offer a solution. However, it's worth seeking advice from HR to ensure a fair and balanced approach. Some employees may need a temporary adjustment in their duties and responsibilities while they deal with a stressful situation outside work, which you can approve.

We've mentioned the support and treatment available via health insurance. If an employee approaches you about a specific issue, it's worth reminding them that they can use their health coverage to access counselling or other treatment. An Employee Assistance Programme (EAP) can also provide support. Most providers offer an EAP as an optional extra if you've invested in employee health insurance. Alternatively, you can choose a standalone service. EAPs provide confidential third-party counselling and telephone support. Some providers also have specialist legal and financial advice helplines.

Maintain confidentiality

It takes a certain amount of bravery for an employee to admit they're struggling. If they choose to speak with you, it shows they trust you to support and help them without judgment. Reassure them that anything they tell you will remain confidential unless they give you permission to disclose it elsewhere. For example, you may need to discuss adjustments with other managers or speak with occupational health services so they can arrange suitable support. There are exceptions to this rule. You have a legal duty of care towards your employees. If you believe someone is in crisis and needs emergency treatment, you can call 999 for help.

If you signpost them towards external help from an EAP or other agency, let them know that those providers will also keep conversations private. Reassure them that they can still come and talk to you whenever they need to.

Adjust their work as needed

Mental ill health can impact an employee's productivity and performance. It's important to manage performance issues effectively while also being aware that these can be a symptom of stress, depression or anxiety. You may need to make temporary or permanent adjustments to an employee's workload or responsibilities to protect their mental well-being or enable them to recover.

In some cases, flexible working arrangements can help. For example, if an employee is juggling work with caring responsibilities or finds their symptoms are exacerbated by a stressful commute to work, adjusting their hours can offer respite. Alternatively, they may need time away from the office environment, meaning a couple of days working from home each week is the ideal solution.

Sometimes, mental health issues can be classed as a disability. In that case, you have a legal duty to make reasonable adjustments and avoid discrimination. Reasonable adjustments will vary depending on each employee's needs, meaning you must work with them to agree on the best approach. It's wise to consider making reasonable adjustments even if an employee doesn't have a disability, as it can help prevent worsening symptoms and support positive mental well-being in the workplace. ACAS offers excellent guidance on your legal responsibilities and ways to make reasonable adjustments.

Managing a crisis

We've mentioned that you can call 999 (or 112) if you believe an employee is in immediate danger. However, it's usually best to encourage employees to seek help for mental illness in the first instance. You could suggest they book an appointment with their GP or use the services available via your employee health insurance. They can also get advice by phone from NHS 111, the Samaritans or by texting Shout on 85258. Managers can provide details of these services during a one-to-one conversation, and it's also a good idea to share information via the intranet or posters and leaflets in the workplace.

If you believe an employee is in immediate danger, you can call emergency services if they aren't prepared to do so themselves. You can continue to support your employee while waiting by staying with them in person or talking on the phone if they're working remotely. Ultimately, an employee may need to take time off to receive treatment and recover, meaning you must manage their return to work when the time comes.

Keep in touch

If an employee needs time away from work due to mental illness, you must manage their absence as you would with physical ill health. Long-term illness requires careful management. Staying in touch can help an employee feel supported but can also remind them of negative thoughts and feelings, particularly if they've experienced workplace stress. Let your employee guide you when deciding how often to make contact and what method to use. An email may feel easier to deal with than a ringing phone or text message alert. It's also wise to involve HR and occupational health to ensure you get professional advice. Your employee can also discuss their return to work and any adjustments they may need so everything is in place by the time they come back. You should also arrange regular conversations and encourage them to speak with you to see how things are going when they return. The adjustments may need to change over time. Ultimately, if a team member has experienced long-term chronic stress or burnout, they may not be able to return.

Checking in with your employees is wise, even if they don't need time off. Mental health problems can fluctuate, so having regular catch-ups with your staff can help you identify a potential recurrence in their symptoms and help them feel supported.

Supporting mental well-being in the workplace involves a multi-layered approach, including a positive environment, effective management and other support. Health insurance can be key in helping your team take care of their mental health and access treatment when needed. Contact us for tailored advice on the right policy for your business.