"Because we are in your office every week and you see our face, it's not like calling an 800 number and talking to a total stranger. We may have talked about fishing or baseball last week, but now you may face a serious issue, such as a son on drugs or your spouse leaving you."

Marketplace, founded in 1984, has placed chaplains in 600 cities in 46 states, as well as several other nations. It employs 2,700 chaplains.

Positive feedback

Although most progressive companies offer comprehensive employee assistance programs, employees are "dramatically" more likely to use workplace chaplains than standard mental health benefits, according to preliminary results from an ongoing study by David Miller and Faith Ngunjiri of Princeton University's Faith & Work Initiative. At least one-half of 1,000 employees surveyed had used the services of a workplace chaplain, far more than those who use standard assistance programs.

Chaplains typically are salaried employees of the contracting agency. Businesses pay a monthly fee, which usually ranges from $10 to $15 per employee. Despite their job title, the role of a chaplain is not to proselytize for any particular denomination or religion. Chaplains usually work on contract through a company's EAP, just as a counselor would. Employee participation is both voluntary and confidential. Chaplains also make themselves available to family members (including those in other cities) and even vendors.

"They visit a business regularly (usually once a week), get to know employees casually and are ready to respond when asked," Stricklin says. "We come in as part of employee benefit package and help people. We can't help them get a raise or a corner office, but if they have an issue or problem, we will be there weekly, biweekly or daily to help."

Joseph Bennett, area team leader for Marketplace in Rockwell, Texas, oversees chaplains working in about 85 businesses. The position combines his counselling and seminary education with his business experience.

"Everybody has to work, but not everybody has to go to church," he says. "I was in limited contact with people outside of church. I like to get in the weeds with people and help them on a day-to-day basis."

Ray Huffines, CEO of Huffines Auto Group, hired his first corporate chaplain more than 15 years ago. He owns nine dealerships in North Texas and has 700 employees.

"Someone told me about corporate chaplains, and I felt it would be a good thing for our team members," he says. "As with any business, our team is very important to our success. I felt then and now it is something that benefits our team." 

One of Huffine's biggest challenges is to build a consistent corporate culture across seven locations. As he points out, his name and reputation are on each dealership. He believes the chaplains help build the trust and commitment that contribute to his success.           

"Our team managers know that everything employees say is confidential," he says. "Employees feel safe. The chaplain may visit team members in the hospital. They are there when a family member dies. The chaplain is there to help walk them through the process, including the practical aspects. They can conduct the memorial service or the funeral, or even weddings. Many people today don't have a personal relationship with a minister when they need one."

Relationship based

Employees seem to appreciate to have a third party available as a sounding board, even if they don't use the service themselves.   

"Everyone is encouraged by building relationships," Bennett says. "We don't preach or have a judgmental attitude. People get excited when their company makes them feel valued, listened to and encouraged. I know of several employees who would have left their jobs if we hadn't been there for them."

Huffines has heard the same feedback. "It usually is when something comes up in an employee's life that they see the need for a chaplain," he says. "I have had a number of employees tell me, `I didn't think I needed this until I had a death in the family.'"

Human resource departments also benefit, especially now that compliance issues consume more of their time.

"What I hear a lot during evaluation meetings with HR departments is that there are many issues in which they are not trained, such as personal and family issues," Bennett says. "If the chaplain is there, it keeps the business out of it. There are some things an employee may not want to discuss with an HR person. It also takes a lot of time to follow up and go to their homes or funerals as needed."

However, chaplains can report general concerns in the company without referring to specific employees. For example, they may be able to pinpoint an undetected problem that is causing some employees consider to consider changing jobs.

Trained chaplains also are careful not to overstep their boundaries. Businesses that hire chaplains set the rules for how and when they interact with employees.

"You can't have church at work; that's not what we do," Stricklin said. "We are completely voluntary and confidential, like a prepaid legal service that you can take or leave."

ROI

As with many EAPs, it's hard to quantify the return on investment. However, many employers agree that working with a chaplain has helped with worker retention, as well as job satisfaction and productivity.

"A happy, satisfied employee will work harder," Stricklin says. "We worked with a Taco Bell franchisee in Austin. Their turnover rate was 300 percent when we started, and it now is 100 percent in two years. The recently were named one of the top five franchisees in the nation."

Huffines agrees: "If people are happy at work and feel like their employer cares about them, it can be nothing but positive," he says. "Their satisfaction carries over to the customer."