Why most employees never use their mental health benefits

What the awareness gap actually costs

Mental health conditions are among the leading drivers of absenteeism, presenteeism, and disability claims in the US workforce. An employee who does not know their Employee Assistance Program (EAP) exists, or who has never been told what it covers, is more likely to delay care and miss work when a crisis hits.

Every benefit that goes unused because employees did not know it existed is money the organization spent and got nothing back from. The gap is not primarily a benefits design problem. It is a communication problem, fixable without changing the plan. That tension is compounded by a wider trend: employer spending on mental health resources fell roughly 7 percent year over year in 2025, even as demand climbed, according to the NFP 2026 US Benefits Trend Report.

Why one message does not reach five generations

“Five generations are currently in the workforce, each consuming information differently,” Brooks said. “A single communication approach will not reach all employees effectively.”

Gen Z and millennials tend to respond to app-based outreach and email. Gen X and baby boomers are more likely to engage with print materials, postcards, and in-person sessions. Gen Z has grown up treating behavioral health as a normal topic of conversation. Many older workers entered the workforce in environments where it was rarely acknowledged professionally. HR teams that overlook that divide risk building communications that resonate with one group while missing another entirely.

The practical starting point, Brooks said, is analyzing current benefits utilization against workforce demographics to identify where the gaps are largest. That analysis is available through existing plan reporting.