Alex works as a customer service advisor in a medium-sized organisation. They have worked there for three years and are generally seen as reliable and engaged.

Over several months, Alex begins to feel increasingly overwhelmed. Workloads have increased, and staffing levels are stretched.

Alex starts arriving late, appears tired, and becomes withdrawn in team meetings—common signs that could indicate mental health struggles at work.

Following good practice, Sam arranges a private, supportive conversation and approaches it calmly and positively.

Creating a safe and open environment encourages employees to speak honestly about their mental health.

Alex explains that the workload and constant deadlines are contributing to stress, which has begun affecting sleep and concentration.

Employers have a duty of care to support employee wellbeing and should treat mental health with the same importance as physical health.

Alex and his manager agree on several practical adjustments:

• Temporary reduction in workload 
• Flexible start times 
• Weekly check-ins 
• Access to an employee assistance programme 

Small, tailored adjustments—such as flexible hours or workload changes—can significantly help employees manage their mental health.

Over the next few weeks, Alex’s wellbeing improves. Regular check-ins help maintain open communication. Good mental health at work is a shared responsibility—employers, managers, and employees all play a role in maintaining wellbeing.

Following this experience, the organisation:

• Introduces mental health awareness training for managers
• Implements regular wellbeing check-ins
• Reviews workload allocation across teams
• Promotes a culture of openness and support

Key Learning Points

• Mental health issues can develop gradually and may be hard to spot
• Early, supportive conversations make a significant difference
• Employers have legal and moral responsibilities to support staff
• Reasonable adjustments do not have to be complex to be effective
• A positive workplace culture reduces stigma and encourages openness

By recognising the signs early and responding with understanding and practical support, workplaces can help employees like Alex stay well, productive, and engaged.

It’s common place to have a first aider at work to look after the physical wellbeing of those in the workplace, but what about mental wellbeing? Just like physical first aid, a Mental Health First Aider is a trained individual who can provide initial support to someone experiencing mental health challenges or crisis; providing immediate and non-judgemental assistance to safely guide the person towards professional help.