Challenges and solution
MCL Medics was contracted in late 2021 to provide a comprehensive Employee Assistance Programme (EAP), including counselling, wellbeing, and crisis support services. The service launched successfully in February 2022, tailored precisely to the diverse and demanding operational environments of the seven participating police forces.
Challenges:
The collaboration required an EAP provider capable of delivering consistent, high-quality mental health and wellbeing support across multiple police forces, addressing unique operational challenges such as stress, trauma exposure, anxiety, PTSD, and workplace pressures. Achieving efficient delivery at scale, while ensuring personalised, responsive support was paramount.
Solution:
MCL Medics developed a fully integrated EAP service model specifically designed for the Seven Forces, featuring:
- 24/7/365 access to immediate welfare information, advice, and counselling support
- Customised mobile EAP application and dedicated web portal for easy, confidential access
- Structured counselling delivered via telephone, online platforms, or face-to-face sessions
- Crisis and critical incident support tailored to policing environments
- Management training and advisory services to support employee wellbeing and absence management
- Specialist therapeutic interventions, including targeted trauma recovery programmes
- Extensive wellbeing resources, events, educational content, and training materials
Detailed Service Implementation:
MCL Medics collaborated closely with the strategic procurement unit and individual police authorities to deliver a tailored mobilisation strategy, incorporating:
- Bespoke onboarding, tailored implementation plans, and proactive service marketing strategies
- Robust relationship management and bespoke account oversight tailored to each force
- Targeted service monitoring, reporting, and continuous improvement frameworks
- Customised wellbeing resources directly addressing operational mental health pressures
Results:
The service rapidly gained traction among users, significantly enhancing the mental health, resilience, and overall wellbeing of employees and their families across the seven forces. The structured yet flexible approach ensured seamless access, high service utilisation rates, and consistently positive feedback from users.
Impact:
The EAP service delivered by MCL Medics has been highly successful, providing essential, accessible, and effective support for the diverse needs of policing staff, resulting in tangible improvements in employee wellbeing and organisational resilience.