Transcript EMPLOYEE ASSISTANCE PROGRAM

EAP Train-the-Trainer for Managers/Supervisors
Presented by: Kim Johnson – Director of Account Services
Objectives
 Review EAP benefits
 Review specific benefits that are available for
supervisors and managers
 Discuss appropriate reasons for and how to make a
management referral
 Understand and use the EAP referral process as a
way to offer help
What is the EAP?
 A confidential counseling and referral service for
employees and their household members.
 A starting place for addressing personal problems.
 An avenue of assistance for managers and
employees whose personal problems may be
affecting their work performance.
 Help for participants to deal privately and
effectively with personal problems.
EAP Benefits
 Cost-free employee benefit
 Confidential
 Nation-wide provider network
 Covers employee and anyone in the employee’s
household
 Unlimited telephone counseling 24 hours a day, 7
days a week
 Legal and Financial Consultation
 WorkLife Services
 Services offered through the Organizational Risk
Management Center
Reasons To Consider Calling The
EAP
 Psychological
 Grief and Loss
 Stress
 Family issues
 Drug or Alcohol issues
 Retirement
 Marital/Relationship
 Financial Consultation
 Career/Job issues
 Legal Consultation
The Nature Of The Problem
 Depending on the nature of the problem, our EAP
clinician may offer a referral to one of our many
network providers and community resources
 We can also offer additional information about a
wide range of resources that may be locally
available, including:
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Social service agencies
Community support groups
Self-help groups
Reading materials
Crisis hotlines/help lines
Worklife Services
All members have web access to
services and resources on the following topics:
 Prenatal Care
 Adoption
 Colleges and Universities
 Grandparents As Parents
 Child Care
 Parenting
 Emergency Care
 Adult Care
 Disaster Relief
 Personal Services, Pet Care
 Summer Care
 Special Needs
 At Risk/High Risk Adolescents
 Primary/Secondary Education
Worklife Services - Telephonic
 Resource and referral service by phone
 Worklife counselor will research and pre-screen
options
 Up to 5 referrals in 24-48 hours and more as
requested
 Resources and educational materials that address
the employee’s specific needs
Legal Services
 Telephonic Attorney Consultations
 30 min. each new issue
 Covered issues: Domestic/Family, Civil,
Landlord/Tenant, Criminal, Estate Planning,
Immigration, Motor Vehicles
 Face-to-Face Attorney Consultations
 30 min. each new issue
 Covered issues: Same as above
 After-hour Telephonic Attorney Consultations
 30 min. each new issue
 Covered issues: Criminal, Incarceration, DUI
Legal Services
 Subsequent hours with Attorney beyond initial 30
min.
 25% discount
 Do-It-Yourself/Assisted Document Preparation –
 10% discount
 Examples: Divorce forms, Estate Planning Forms,
Immigration Forms, etc.
 Free Online Will for all eligible dependents
 available in all 50 states, except Louisiana
 Covered wills: Simple wills, Power of Attorneys,
Living Wills
As an Employer sponsored benefit, employees cannot use the
services to pursue legal action against the Employer, therefore, work related matters are not covered
Financial Services
 Budgeting
 Debt
 Retirement
 College Funding
 Buying vs. Leasing
 Mortgages/Refinancing
 Financial Planning
 Tax questions and Tax preparation
 IRS Matters
Financial Services Benefits
 Telephonic Tax Consultations
 30 min. each new issue
 Telephonic Consultations
 30 min. each new issue
 Telephonic Tax Levy/Garnishment Resolution
 30 min. each new issue
 Consumer Credit Counseling – paid by employee
 Referrals to Community Services
ID Theft Resolution Consultation
Services
 Free 60-minute telephonic consultation with a
Certified Fraud Resolution Specialist per each new
issue
 Specialist assists employees with ID Theft breaches
and identity restoration
 Free “Emergency Response Kit” provided upon
identity breach (sent by email, mail, or fax)
 Counseling on “Preventative Steps” to take to
avoid future ID theft losses and damages to
employee’s credit score and reputation
EAP Website
 Self-assessments, information, and links to other
websites for:
 Addictions
 Personal and emotional issues
 Martial/Relationships
 Family
 Legal/Financial
 Workplace/Career
 Health and Wellness
 Personal Growth
EAP Website
Management Resource Services
 Unlimited telephonic consultation for supervisors
and managers
 Supervisory Coaching and Consultation
 Policy and Procedure consultation
 Risk and liability reduction
 Fitness-for-duty coordination
 Department of Transportation (DOT) education
 Critical incident responses and follow up
Management Resource Services
 Management Referrals
 Case Management -Monitor progress of employees
 Provide Feedback to Supervisors regarding
Compliance
 Facilitate the referred employee’s access to EAP
services
 Training Services
 Organizational and Leadership Development
Critical Incident Stress Management
Consultation/Onsite Services
As an important part of the EAP and/or
organizational support, the CISM is intended to:
 Provide quick response to traumatic events in the
workplace
 Provide support to employees and managers
 Educate to identify reactions to traumatic experiences
 Normalize emotions and feelings
 Educate participants on signs of stress and adaptive
coping mechanisms to promote resiliency
 Screen those needing additional support
Dept. Of Transportation (DOT),
Substance Abuse Professional (SAP)
Coordination Services
 DOT policy and procedure coaching
 Access to Horizon’s specialized SAP provider
network
 Coordination of initial meeting between the SAP
and Designated Employee Representative (DER) to
establish expectations of services and case
management protocol
 Continued case management if needed/requested
once employee has returned to safety sensitive
functions
Training And Education Services
 Work and Life Management seminars
 Compliance training
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Sexual Harassment
Violence in The Workplace
Diversity
DOT Drug/Alcohol Awareness for Supervisors
 Organizational Development
 Leadership Development
 Skill Development for Managers and Supervisors
 Customized trainings and workshops
What Happens When You Call The
EAP?
INTAKE
Identifies Caller & Need
MANAGER CALL
Speak with Manager
Resource Consultant
(MRC)
Discussion &
Assessment of Situation
EMPLOYEE CALL
ROUTINE
URGENT
Schedule Appointment
Phone Duty Counselor
Legal or Financial
Referral
Development of Plan
WorkLife
Reasons For Making A Management
Referral
 Violations of company policy
 Harassment
 Safety issues
 Threat of Violence
 Attendance issues
 Performance issues
 Emotional instability of an employee
 On-the-job impairment or possession
How To Spot The Troubled
Employee
 Lateness
 Friction with co-workers
 Absenteeism
 Negative attitude
 Poor concentration
 Difficulty learning from
mistakes
 Decreased productivity
 Unusual behavior
 Increased mistakes
and/or accidents
 Excessive time on
phone
 Lying
Guidelines For Management Referral
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Call Horizon Health to reach a Management Resource
Consultant (MRC) for consultation before initiating the
referral
Once the type of referral is decided upon, the MRC will
send a referral form which serves as the HIPAA required
release of information to be completed by workplace and
employee
Create a memo for employee, objectively stating
reasons for referral and directing employee to the
Management Resource Consultant
Fax completed form and documentation to the MRC
Once documentation is received and employee has
contacted EAP, the MRC will contact supervisor with
compliance verification as necessary or as requested
EAP Confidentiality
 Signed release
NECESSARY to
communicate with EAP
 MRC will request
completed Management
Referral Form
 Fax completed form to:
 888-892-8832
Information You Will Receive
 Attendance: is the employee attending their
scheduled sessions?
 Compliance: is the employee following the
counselors recommendations?
 Investment: is the employee invested in making
changes to rectify their workplace issues?
 Recommendations from the EAP clinician
NO CLINICAL INFORMATION IS SHARED
Confidentiality
 Keep all records locked
 Communicate with only those who need to know
 Avoid idle conversation regarding employees
Documentation
Always make sure to document:
 Observed suspicious behavior
 Facts – not opinions
 Job performance – not personalities
 Policy Violations
If Management Referral Is
Recommended
Before making a management referral:
 Make sure to always check your company’s policies
and procedures and apply them consistently to all
employees
 Confirm with your Human Resources Department
and/or Legal Department that this is appropriate
How To Use The EAP
 Call us anytime you think you need help with a
problem
 Talk with one of our Management Resource
Consultants
 The consultant will help identify the problem, develop
specific goals, and offer appropriate referrals and
resources
How To Access Horizon Health EAP
 8 Sessions with a counselor
 Access Phone Number
Call: 888-825-3509
 Web Access
Access: www.horizoncarelink.com
Login: firstdata
Password: myeap
Thank you for attending!
Q&A