Access Isn’t Enough: Why Utilization Is the True Mental Health Gap
Jaclyn Wainwright, CEO & Co-Founder of Humankind
Video Intro:
We know that more access to mental health benefits doesn’t equal better outcomes. There’s still a lot of hope — or maybe myth — that by simply offering a solution, it will automatically be right for everyone. And that the fact you offered it will be enough. It’s sort of like, you can lead a horse to water, but you can’t make it drink. One unique thing about Humankind is that we understand who may require help or support, and we help make sure they actually get to the benefit. It’s like holding someone’s hand to make sure they stay in the game long enough to reach the end of the process.
The Cowboy Myth Meets Modern Mental Health
In our earlier piece, Mental Health and the Myth of the American Cowboy, we unpacked the cultural idea that resilience is about going through life alone.
The “American cowboy” is a powerful metaphor: the lone figure, stoic, independent, toughing it out under wide-open skies. That image has shaped not just our cultural stories — but our workplaces.
We’ve inherited the belief that asking for help is a sign of weakness. That good employees “push through” stress and burnout on their own. That mental health challenges are private burdens, not shared concerns.
So even when employers roll out excellent mental health resources, many employees are still riding solo, thinking:
I don’t need help. I can handle this myself.
If I use these services, people will think I’m weak or failing.
No one understands my situation anyway — a generic solution won’t work for me.
Here’s where the real paradox kicks in: Access doesn’t dismantle these cultural barriers.
You can cover the cost of therapy, offer apps, or share resource lists. But if people don’t see themselves as the kind of person who needs or deserves help, they won’t take the step.
This is why utilization matters so deeply. Because utilization isn’t just about making benefits available — it’s about reshaping the story people tell themselves. It’s about creating an environment where the “cowboy myth” softens, and where reaching out becomes a strength, not a failure.
At Humankind, we recognize that walking alongside employees — instead of assuming they’ll saddle up and fix things themselves — is the key to unlocking better outcomes.
The Numbers Behind the Utilization Gap
✅ 84% of large employers (those with 200+ workers) now offer some kind of mental health benefit. That includes Employee Assistance Programs (EAPs), teletherapy, mental health apps, digital coaching, and more.
✅ Yet only 5-7% of employees typically use EAP services in a given year. That’s not just low — that’s barely a ripple.
✅ Industry data shows fewer than 10% of eligible employees ever sign up or meaningfully engage with these tools. And of those who do sign up, many drop off after just one or two interactions.
✅ Among employees with mental health coverage, only about one-third of those who meet diagnostic criteria for a mental health condition actually seek professional help.
Let’s put this in real-world terms:
If you have a workforce of 10,000, chances are fewer than 500–700 people are tapping into your EAP — while thousands who could benefit are going without support.
Even worse, nearly 60% of employees with symptoms of depression or anxiety report not accessing any mental health care at all.
This isn’t because employers aren’t investing. In fact, U.S. employers spend billions annually on mental health solutions, platforms, and programs. But the utilization gap means that much of that spend never translates to better employee outcomes — because the benefits simply aren’t getting used.
Here’s the uncomfortable truth:
We don’t have a supply problem. We have a utilization and connection problem.
Without strategies that actively guide people to services, build trust, and lower the threshold for engaging, we’re pouring resources into solutions that sit unused on the shelf.
Why Aren’t People Using the Benefits They’re Given?
Here’s what Humankind has seen again and again:
Stigma is still alive. Just because you offer a service doesn’t mean people feel psychologically safe to use it.
The path is too complicated. Long lists of apps, platforms, logins, and steps to navigate — people give up before they begin.
“Help fatigue” is real. When someone’s already struggling, asking them to also figure out what benefit to use feels like another burden.
It’s impersonal. One-size-fits-all solutions assume the individual knows what they need, when often, they don’t.
Shifting Focus: How to Drive Utilization, Not Just Access
At Humankind, we don’t believe in throwing benefits out into the wild and hoping they stick. We believe in walking with people to help them get the right support. Here’s how we make that shift:
1️⃣ Identify at-risk populations early: Don’t wait for people to self-refer. Use data and behavioral signals (e.g., absenteeism patterns, health claims, manager referrals) to spot who might need support — and proactively reach out.
2️⃣ Make the path human, not technical: Apps and platforms are great — but people respond to people. Pair digital tools with human guides or coaches who can help employees navigate choices.
3️⃣ Simplify, simplify, simplify: One-click scheduling. One conversation to understand needs. One access point that doesn’t require an employee to sort through 20 program options.
4️⃣ Stay with them, not just at the start: Utilization isn’t a single point-in-time event. It’s an ongoing relationship. Offer follow-ups, check-ins, and encouragement so the employee doesn’t fall off midway.
5️⃣ Make it emotionally safe: Normalize mental health conversations, train leaders on how to open doors, and send the message from the top: “It’s okay to ask for help.”
Access Opens the Door. Utilization Walks Them Through It.
In the end, providing access is only part of the equation. True outcomes come from making sure people actually cross the threshold — and stay engaged long enough to experience change.
At Humankind, we believe that holding the door open isn’t enough. Sometimes, you have to walk alongside, carry the bags, and light the way. That’s what creates real impact.
If you’re ready to move past “access” and start focusing on utilization, let’s talk.