Employee perceptions on the employee assistance programme to boost productivity in the eThekwini Metropolitan Municipality.

Abstract

This study explored employee perceptions of the employee assistance programme (EAP) as a strategic intervention to enhance workplace productivity in the eThekwini Metropolitan Municipality, with the focus on the eThekwini Metro Police Service (EMPS). EAPs are designed to support employees in managing personal and work-related challenges that affect performance; however, their utilisation and impact on South African municipal policing remain inconsistently understood. A qualitative phenomenological approach was adopted, using semistructured interviews with purposively selected EMPS employees in Queensburgh. Guided by the person-in-environment, ecological systems, and general systems theories, the study examined how individual, organisational, and environmental factors influence EAP utilisation and perceived effectiveness. Thematic analysis revealed that employees recognise the EAP’s potential to support well-being and productivity, but its effectiveness is constrained by low awareness, confidentiality concerns, cultural stigma, accessibility challenges, and inconsistent leadership support. These factors shape both the utilisation and employees’ perceptions of the EAP’s value and its contribution to productivity-related outcomes. The study concludes that employees’ perceptions and experiences are central to the effective implementation and strategic impact of EAPs in municipal policing. It recommends strengthening leadership involvement, improving communication, enhancing accessibility, and fostering a supportive organisational culture to increase EAP uptake, employee well-being, and overall performance.