Transcript Employee Assistance Program Presentation Who is Deer Oaks? • Deer Oaks is a nationwide Employee Assistance, Work/Life, and Wellness Organization • Deer Oaks was founded.

Employee Assistance Program
Presentation
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Who is Deer Oaks?
• Deer Oaks is a nationwide Employee Assistance, Work/Life,
and Wellness Organization
• Deer Oaks was founded in San Antonio in 1992 and is owned
by psychologist, Paul Alan Boskind, Ph.D.
• Deer Oaks offers a combined network/staff based model
comprised of clinicians trained in evidence-based short- term
models of cognitive behavioral therapy.
• Deer Oaks offer a multidisciplinary team of EAP specialists
nationwide available 24/7 for EAP assessments, counseling,
training, and referrals.
The Deer Oaks Mission
To offer assessment, counseling, guidance, resources, and referrals to
employees and their family members in order to maximize their
well-being and commitment to their work.
To partner with employer groups toward goals of increasing
productivity, morale, health and wellness, while reducing
absenteeism, turnover, violence, and unhealthy workplace patterns.
To provide short term education, prevention, and solution-focused
health and wellness interventions that will help to reduce
unnecessary medical claims costs and control employer group health
plan premiums.
Capabilities & Experience
• Largest provider of EAP/Work-Life Services to public employer
groups in Texas, North Carolina, and Arizona
• Currently serving over 250 employer groups and 500,000
member lives
• Core competency in EAP/Work-Life industry with over 14
years of experience
• Nationwide Network of 10,000 EAP Specialists for geographic
ease of access. Will add to our network at participants request.
• Large clinical team
• Quality Assurance Program
Our Goal to the Employer
To offer support, education and consultation to managers,
supervisors, and human resource directors regarding
workplace policies and issues pertaining to….
• Responsibilities of managing & supervising
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Organizational Consultation
Team Building
Workplace Violence
Employee Safety & Training
Employee Health & Productivity
Unlimited CISD
Unlimited DOT/SAP Services
Fitness for Duty Evaluations
Mandatory Referrals
Deer Oaks EAP Serving Many
Political Subdivions
Local employer groups that have chosen Deer Oaks as their EAP
benefit provider
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Bexar County, TX
Chaves County, NM
City of Brownsville, TX
City of Carrollton, TX
City of Corpus Christi, TX
City of Farmington, NM
City of Kansas City, MO
City of Killeen, TX
City Of Lawton, OK
City of Litchfield Park, AZ
- City of Laredo, TX
- City of Midland, TX
- City of Mission, TX
- City of Missouri City, TX
- City of Olathe, KS
- City of Peoria, AZ
- City of San Antonio, TX
- City of Schertz, TX
- City of Waco, TX
- Clay County, MI
- Grayson County, TX
- Montgomery County, TX
- NVEAC Northern
Virginia EAP
Consortium
- State of North
Carolina (44 Agencies)
- Health and Human
Services Commission
(5 Agencies)
And More, Totaling over 160,384 lives
Deer Oaks EAP Services
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An EAP or Employee Assistance Program is a link to wellness resources and
short term counseling services.
– EAP 3 Session Model = Up to 3 visits per person, per problem, per year.
– EAP 6 Session Model = Up to 6 visits per person, per problem, per year.
EAP Referral (Gatekeeper Level 1)
– All employees and dependants would call Deer Oaks to
both access their EAP as well as the behavioral health
benefits.
EAP Gatekeeper (Gatekeeper Level 2)
– Deer Oaks provides initial assessments, authorizations,
pre-certifications, concurrent reviews, and follow-up monitoring
Billed quarterly, due on the 1st day, of the 1st month of each
quarter.
Deer Oaks offers licensed Utilization Management services for the behavior
health and substance abuse benefit nationwide.
Gatekeeper Managed Health
Services
EAP 3 Session Model = $.96
EAP 6 Session Model = $1.27
EAP Referral (Gatekeeper Level 1)
– 3 Session w/ Level 1 = $1.34
– 6 Session w/ Level 1 = $1.65
EAP Gatekeeper (Gatekeeper Level 2)
– 3 Session w/ Level 2 = $1.70
– 6 Session w/ Level 2 = $2.01
Types of Referrals
• Self referral
– when employee identifies a need to speak with a
counselor.
• Suggested referral
– when supervisor identifies a pattern of absences,
tardiness, decrease productivity or overall concern in
the work place he/she can recommend the EAP.
• Mandatory referral
– when supervisor is mandating employee to the EAP
in conjunction with a disciplinary action.
Implementation Plan
• 60 day lead time
• Meeting with the director of human
resources
• Transition of Active Cases- Tranquil
Transitions Program
• Transition of DOT case management
• Transition of UR function
Program Education
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Wallet Cards
Brochures
Posters
Newsletters
Orientation Videos
EM PLOY EE
ASSISTAN CE
PROG RAM
Help is just one phone call away...
Toll Free: (866) EAP-2400
Website: www.deeroaks.com
E-mail: [email protected]
EM PL OYEE A SSIS TANC E PROGRAM
You r free, confiden tial E AP
b en efit inclu des sh ort-term
counselin g and referrals for you
and your dep enden ts.
Stress
Depression
Anxiety
Anger
Sub stanc e Abuse
Con fusion
Rela tionship s
Ma rital/Family
Issues
Workp lace
P roblems
Referra ls for
Lega l, Financia l, and
Medical Assistanc e
www.deeroaks.com
Program Design
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Employee Wellness Seminars
Supervisor Trainings
Management Consultations
Visit Model
Work-Life Services
Wellness Services
Community Link Program
EAP Services
• 24/7/365 access for employees and household
members
• Accessible toll-free number
• Completely confidential & HIPAA compliant
• The current telephone system is successfully handling
a call volume of approximately 100 external calls per
day, or 2000 per month, with the capacity to handle
many more calls
Call Center Statistics
Measurement
Standard
Actual Results 2005
Actual Results 2006
Average Speed to
Answer
14 seconds
9 seconds
13 seconds
Average Time on Hold
15 seconds
11 seconds
11 seconds
Average Length of Call
12 minutes
13.5 minutes
13.5 minutes
Abandonment Rate
< 2%
1.87 %
< 1%
AVERAGE WAITING PERIODS FOR OUR APPOINTMENTS:
Diagnostic Assessments:
Mandatory referral assessments:
Routine counseling:
Emergency/urgent care:
After hours/holiday care:
Financial counseling:
Legal counseling:
24-72 hours
24-72 hours
24-72 hours
immediate access
Many of our offices have evening
hours available
24-72 hours
24-72 hours
Assessment & Referral
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Telephonic triage
Face-to-face diagnostic assessments
Treatment planning
Telephonic/face-to-face counseling per
visit model
• Referrals as needed to health plan for
medical care, long-term behavioral health
care, and/or inpatient hospitalization
Counseling
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Short-term counseling
Telephonic & face-to-face
Cognitive-behavioral model
Effective and holistic
Involve entire family system
when applicable
• Counseling for all ages and all
types of problems
• Crisis counseling
Types of Problems
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Legal difficulties
Relational/Marital issues
Stress/Anxiety
Child/Adolescent Problems
Work-related problems
Addiction/Substance abuse
Depression/Grief
Anger Management
Emotional/Personal problems
Financial problems
Violence prevention
Take the High Road!
Your ride is on us !
Just turn in
your receipt!
Legal/Financial Services
• Legal Assist
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Free 30-minute initial visit with in-plan attorney
25% reduction in fees following retainer
Onsite legal seminars
Legal document reviews
Telephonic and web-based legal resources
Electronic legal library
• Frank about Finances
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Free 30-minute initial visit for financial planning and counseling
Reduced rates on certified financial planners
Quarterly newsletters on financial topics
Online links to financial resources, budget templates, calculators
Resources for combating identity theft
Work/Life Services
• Childcare/Eldercare Services
– Referrals for child day care, respite care, assisted
living, nursing home care
– Assistance with access to Medicare resources
– Resources for Alzheimer’s Disease and other
issues of aging
• Balancing Work & Family
• Maternity at Work (MAW) Program
• Relocation Assistance
Health & Wellness Services
• Matters of the Heart Program
– Quarterly newsletters on health topics
– On-site seminars
• Healthy Weight Management
• Smoking Cessation
• Stress Management
- Resources, tips, tools, articles, videos on healthrelated information at www.deeroaks.com
- Onsite “Ask a Physician” seminars twice per year
- Tele-Disease Management Coaching
The Resource Experts
• E-Toolkits - Online resources
– articles, tools, tips, power point presentations, links, personal plans, chat
rooms, discussion boards, elder assistance, health and wellness, legal and
financial assistance
• Electronic newsletters
• Resources for HR departments, managers, supervisors
– Web-shared brochures, power-point slide shows,
conferencing.
• Referrals to attorneys, mediators, faith-based counselors, financial
planners, support groups and community assistance organizations
• Resource network including health plan providers, DOT SAP providers
• Support Groups for cancer, depression, divorce, parenting,
Alzheimer's, etc…
Employer Services
• Management Assistance Program:
– Supervisor Training
– MISSION Program
– Lend an Ear/Validating Voices
– Mandatory Referrals
• Employer Reports for Return-to-Work
• Case Management
– Performance Improvement Program
– Supervisor Supplement E-newsletter
– Workplace Violence Prevention
– Diversity Training
– Team Building
– Validating Voices Program
RESULTS Program
Deer Oaks will partner with the HR
Department to examine the impact of the EAP
on absenteeism, turnover, employee morale
and productivity as compared to industry
standards.
The MISSION Program
Through this program, the Mission of the EAP and
the Mission of the HR Department are intertwined.
Deer Oaks will….
• Modify and Individually-Tailor the EAP benefits to fit
with HR’s Mission
• Initiate a telephonic assessment of the needs
of the HR department.
• Suggest possible solutions.
• Continuously coordinate with HR to monitor
and manage goals.
The MAP Program
Often there can be an environment in which employees
and management have become estranged and separated
by a wall of distrust.
The MAP interventions can help to bring this wall down
and open the path for healthy workplace
communications and systems.
The MAP program also offers telephonic consultation to
managers & training to supervisors, as
well as electronic newsletters on
human resource and supervisory topics.
Unlimited Critical Incident Stress
Debriefings
• Follow Gold Standard – Mitchell Model
• Onsite within 24 hours of request
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• Let the employer define the critical
incident
• Doctoral level clinicians
• Education/Support on coping with traumatic events
• Follow-up with referrals to EAP
• Expertise – Providers who have been recognized by the
American Psychological Association and the American
Red Cross for Disaster Assistance
Training
• One of the most proactive and comprehensive
approaches to training in the industry.
• PEPM includes:
– 10 Employee Wellness/ Supervisor Seminar Topics
– Employee & Management Training:
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Employee Wellness Training
Supervisor Training
4 Financial Seminars
4 Legal Seminars
DOT Reasonable Suspicion and Drug
and Alcohol Education Training
» Unlimited online access to training seminars
Program Evaluation
• Quarterly Utilization Reports
• Employee Satisfaction
Surveys
• Treatment Results
• Employer Satisfaction
Surveys
• 100% Follow-up
• Case Management for all
Mandatory Referrals
• Training Seminar Surveys
Quality Assurance
• The quality assurance committee meets weekly.
Current Statistics for City of Carrollton:
• Patient Satisfaction Survey Results:
– 1st Quarter January to March 2007 Patient Satisfaction Survey
Results averaged 100% satisfied with EAP Services.
• Treatment Outcome Results:
– 1st January to March 2007 Treatment Outcome Survey Results:
Treatment Outcome data notably indicated an average of 19%
improvement in presenting symptomatology from the point of
intake to follow-up. This is significant given the short-term
native of EAP counseling. The greatest degree of improvement
for the participants was observed in the area of being fearful
marked at 42% and in the area of being upset which was marked
by 35% reduction in symptom severity.
Value Added Services From
Deer Oaks
• Customized Programs: emphasis
on flexibility & individually
tailored services
• Expertise in multiculturalism and
diversity training
• A more personal approach to
EAP: no voice mail mazes; talk
to a live person, rapid response
to needs, 100% client follow-up
• A more comprehensive EAP for a
greater value
• Systemic and effective clinical
approaches
• Proactive approach to education,
prevention, work/life, and wellness
services
• EAP clinicians available throughout
the state and nation-wide
• Expertise in child/adolescent issues
and geropsychology
• Knowledgeable about all areas of
psychopathology ensuring successful
referrals when needed
• Emphasis on customer service and
employer group satisfaction
Thank You For Your Time!
Deer Oaks is honored to serve the employees and
families of
PEBA
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