5 ways to build a proactive support system for employees

Caring for others is at the heart of many roles across industries, particularly for those working in HR, customer support or caregiving capacities. Yet, while companies increasingly emphasize the importance of exceptional customer care, too many often overlook a critical component of their success: the well-being of their own teams. 

It's imperative that all businesses and HR leaders take a look at what it means to truly appreciate and support their employees. How can you embrace a culture of compassion, create a safety net for when things do occur that could impact employee well-being, and what does it mean to truly care?

As the senior director of the care team at Empathy, a company that supports families through life's toughest moments, I've seen firsthand how essential it is to prioritize the emotional health of employees. Every day, my team helps families manage the logistical and emotional challenges of losing a loved one. It's deeply rewarding work, but also uniquely challenging. Supporting a workforce that deals with grief — whether personally or professionally — requires companies to foster a culture of compassion, openness and support.

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Unfortunately when it comes to the hard moments, there are some that we know will likely affect all of us at one point or another: the loss of a loved one, sudden financial hardship, potential medical illness. It's important to prepare for these things so that questions about benefits and policies don't remain unclear when those supports are eventually needed. 

Managers and HR leaders must be intentional about creating spaces where employees feel safe discussing grief and other sensitive topics. This requires a multi-faceted approach that we call proactive compassion.

Here are six key ways HR leaders and society as a whole can truly "appreciate" their employees and build a culture of proactive support:

1. Embrace open conversations
Leaders must normalize conversations about grief and vulnerability. Sharing personal experiences or simply acknowledging the reality of loss can set the tone for a more empathetic workplace. For example, at Empathy, we hold regular check-ins where team members can openly discuss the emotional aspects of their work.

2. Educate on emotional fatigue and burnout
Managers need to recognize the signs of emotional exhaustion and be equipped with tools to address them. Seeking out training opportunities to increase leadership EQ can help leaders understand when to intervene and how to provide appropriate support.

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3. Create additional outlets for employees in the business of caring
Employees in caring professions are tasked with assisting customers during life's most vulnerable moments, and the emotional toll can be significant. From healthcare workers to customer service representatives, employees in caregiving or client-facing roles are often the lifelines for those in need. This work demands a delicate balance of empathy and professionalism, but without the right boundaries and support, it can lead to emotional fatigue and burnout. 

4. Provide clear guidelines and resources
Employees often feel adrift after difficult conversations with clients or colleagues. Offering clear next steps — such as taking a break, accessing mental health resources, or dedicated space for peers to connect and debrief — can make a significant difference. Making these clear expectations of self care is an investment that is clearly seen by employees and has compounding benefits. 

5. Solidify the blurred line between work and home
Boundaries between people's professional and private selves remain blurred, making it harder for employees to mentally step away from work's demands. For those working with vulnerable populations or handling sensitive issues, this lack of separation exacerbates stress. When employees feel they cannot disconnect or seek support for their own challenges, their performance and overall well-being suffer. Dedicated times to disconnect and proactive conversations with teams about over-extending are imperative. Time off isn't a perk or a benefit; it's a necessity. 

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Destigmatizing conversations and equipping managers with the tools and benefits to truly support their teams is what it means to truly care for employees in the modern world. When employees feel seen, heard, and supported, they're happier and healthier, better equipped to perform their roles effectively, and they're more likely to remain with the company for a longer term. 

Creating a safety net for your employees in the workplace isn't just the right thing to do — it's a necessary investment in the health and success of any organization. Supporting employees in their most vulnerable moments enables them to thrive, both personally and professionally. And that's a win for all.