Making a managerial referral

A practical guide for managers on making a supportive, confidential referral to the EAP when a team member is struggling.

2 min read · Awareness resource · Reviewed 2026-09-15

As a manager, you're often the first person to notice when someone on your team isn't doing well - and knowing what to do next can make all the difference.

What it is

A managerial referral is a formal step you take, as a manager, to connect a team member with Cleared Mind's Employee Assistance Programme (EAP) because you've noticed changes in their wellbeing or performance. It's a way of saying "I see you, and there's support available" without needing to diagnose what's going on. You're not expected to be a counsellor - you're the bridge to one.

Signs to notice

A noticeable drop in work quality or missed deadlines
Increased absenteeism, lateness, or sick leave
Withdrawal from colleagues or reduced participation in meetings
Irritability, tearfulness, or uncharacteristic conflict
Comments about feeling overwhelmed, hopeless, or "not coping"
Visible signs of exhaustion or physical health changes

What helps

Choose a private, unhurried moment for the conversation - never raise it in front of others.
Stick to what you've observed, not assumptions: "I've noticed you've missed a few deadlines and seemed quieter in meetings lately."
Ask open questions and listen more than you speak.
Explain that Cleared Mind is confidential - what's discussed with a counsellor doesn't come back to you or HR.
Offer the referral as support, not punishment. Frame it as an investment in them, not a warning.
Share the contact details clearly, ideally in writing as well as verbally, so they can reach out in their own time.
Follow up gently a week or two later without pressing for details.

When to reach out for help

If you're unsure how to approach the conversation, worried about the person's safety, or the situation involves conduct or performance issues that also need an HR process, speak to HR or Cleared Mind's manager support line before the conversation. You don't have to navigate this alone.

Getting help in South Africa

Cleared Mind counsellors are available to support both you and your team member confidentially. For urgent mental health support, the SADAG Mental Health Line is 011 234 4837. Your HR or EAP coordinator can also guide you through the referral process.