Thousands of veterans are returning from American engagements inIraq and Afghanistan, and their transition back to civilian lifehasn’t been easy. It’s been estimated that up to 20 percent of theU.S. force suffers from post-traumatic stress disorder. But whilePTSD is a major issue facing veterans and gets a lot of attentionin the mass media, there’s a host of other issues veterans face asthey leave the military for civilian life.

And benefits brokers and agents across the country already havestarted to feel the impact. Some estimates state that half ofAmerican workplaces have a returning veteran or an employee with areturning veteran in their family on staff. So if the calls haven’tstarted, they’re bound to. And those calls will be calls forhelp.

Employee assistance programs saw a surge in requests from theirclients about veteran issues. And as forces continue to leave Iraqand soldiers return from extended tours in Afghanistan, EAPs arebracing for an even larger demand.

Brokers and agents would be wise to bone up on their EAPproviders and what they’re doing for veterans as well.

“Inform yourself about EAPs that have a good and comprehensivemodule,” recommends Ann Clark, CEO and founder of ACI SpecialtyBenefits in San Diego. “Make them show you what they’ve got and ifthey don’t have it, go to another EAP that’s concerned aboutveterans. It’s not enough to say to an HR director that you have aseminar about veterans coming up. Veterans are very sensitive totheir issues. It’s not only your duty, but there’s a profitmotive—it’s humanistic self-interest. You can improve your serviceand your service to customers by demanding that the EAP produce anoutstanding veterans program.”

Returning veterans face myriad issues when they come home andmany of them or their colleagues will turn to their EAP forguidance. Industry insiders say they receive the most requests inareas such as workplace re-integration and family issues. Veteransalso call EAPs looking for help with finances, legal problems andservices.

“I think it’s a permanent aspect of what EAPs should be doingnow,” says Rich Paul, senior vice president of health andperformance at Value Options in Norfolk, Va. “We’ve been in wartimenow for quite a while and that’s raised people’s consciousnessaround these issues. But we have 24.3 million veterans in thecountry and not all them from Iraq and Afghanistan, so I think thatall EAPS should maintain this on their radar.”

At work

There are host of reasons for employers to prepare for returningveterans. Some need to transition an existing employee back intotheir jobs. Other employers are adding former military to takeadvantage of their special skill sets and work ethic. Others arehiring veterans because of tax credits or veteran’s hiringpreferences. No matter the reason, employers need to prepare.

“Have a good policy to bring them back. Stay in contact with thefamily during deployment. And when they come back to work,renegotiate what they’re there to do,” says Sharon O’Brien, vicepresident of EAP and work-life operations for Ceridian Life Worksin Toronto. “Obviously this person has changed tremendously. Justas they return to the family a different person, they return to theworkplace a different person.”

But the civilian workplace differs greatly from the military andoften times the transition can be tricky. Some times, veterans havetrouble adjusting to life outside the rigid discipline of themilitary command structure.

“Communications strategies are different in the military— it’sdirect, it’s top-down,” says Bernie Dyme, CEO of Perspectives Ltdof Chicago. “When you get in the workplace, it’s a lot moreindirect and so that poses a challenge that causes problems.They’re used to following orders. There may be some morediscretionary decisions they get to make. The workplace has alittle more latitude than the military.”

EAPs often step in to help train managers and supervisors abouthow to work with employees who are returning veterans. Some times,it’s one-on-one coaching while other companies train brigades ofmanagers in a seminar setting.

Other times, veterans face issues adjusting to their co-workers.EAP counselors report that veterans can feel a sense of isolationin the civilian workplace because they may not have many co-workerswith similar experiences. Employees may also report some uneaseabout a returning veteran—they may have the wrong idea about PTSD,or work alongside a veteran with a missing limb or have troubleadjusting to the non-military co-workers.

At home

After the welcome-home party ends, veterans often face the sometimes difficult task of re-integrating into theirfamilies.

During deployment, a veteran’s relationship with spouses,children, parents and other family members can change dramatically.Parenting challenges such as reestablishing parental roles, spousalintimacy and financial responsibilities are common issues forveterans. EAPs provide much guidance for returning veterans andfamily members to work through these issues.

One thing brokers and agents should find out about their EAP iswho can use it. Many EAPs allow family members to use theirservices. Ceridian even allows boyfriends and girlfriends touse their service. Opening the EAP up to these people means the EAPcan help the veteran through issues without the veteran eventhaving to call in.

Financial issues also crop up in a returning veteran’shousehold. Often times, a spouse takes over financial management ofthe household and returning veterans may be expecting a return tofinancial responsibilities that were in place before theirdeployment. And EAPs routinely link veterans and their spouses toresources that can help them work through these issues.

EAPs are also saying they’re helping out with returningveterans’ living situations. Homelessness among returning veteransare surprisingly high. Some veterans return to foreclosed homes orfind out they’ve been evicted from their off-basehousing.

At life

Of course, veterans aren’t immune from some of the problemsnon-military workers face in the workplace. Returning veterans mayneed help finding childcare or eldercare services when they returnhome. Veterans also may need legal referrals for a variety ofreasons.

But EAPs also have become adept at helping connect soldiers,sailors and airmen to veteran’s resources when they return. Thereare many organizations devoted to helping veterans get access tosupport services and navigate the federal bureaucracy, some timesthe challenge is locating them. Some times, EAPs are called on tohelp do paperwork.

“The Veterans Benefits Administration required a lengthyapplication document that had to be filled in by hand so the vet,who had a huge medical file, had to go through his record and fillout the form. We can step in and perhaps negotiate some help forthe vet,” Clark says. “Our people are trained to cut through thebureaucracy. We’re talking about $1,600 per month in support forthis aging vet so it’s life and death thing.”

Of course, brokers and agents need to help their clientscommunicate their value to returning veterans in theworkplace.

Just in time for Veterans Day, ACI launched a new module inNovember aimed at veterans and family members. The idea was toprovide clinical services and life management resources to meetveterans’ needs. What made the program cutting-edge is itsutilization of new communications methods to reachveterans.

The module included extensive social media utilization,including a presence on Youtube to provide training, outreach andconsultation.

So, if there’s patriotism in doing a job, then brokers andagents, if they haven’t already, need to devote some time andattention to returning veterans. Do your bit for yourcountry.