Employees are experts. Do not engage your employee in a discussion about personal problems to discover what course of administrative action you will take or whether a supervisor referral to the EAP is necessary. Base these decisions on job performance. Employees can easily demonstrate a high level of competence at convincing you that their personal problems are well managed or on the mend. Typically, the family members of troubled employees have been prior recipients of these well-practiced presentations, and you are no match for arguing against them. The probability of convincing yourself to postpone an EAP referral is high.
"I'm already getting help." What if your employee claims that a referral to the EAP is not necessary because they are already getting help from a professional counselor in the community? Answer: Still make the supervisor referral. Your referral is based on job performance problems. The EAP and the mental health provider don't equate. Supervisors who hesitate to make a supervisor referral when confronted with this argument usually do not fully understand how EAPs work.