SlideShare a Scribd company logo
1 of 30
800 Corporate Drive, Ste 600 Ft. Lauderdale, FL 33334 | 888.335.9545 Toll-Free | alphastaff.com
2013 Webinar Series
Employee Assistance Program
Overview & Supervisory Awareness
June 20, 2013
Presented by:
Simplifying business. Benefiting people.
AlphaStaff Welcomes Our Featured Partner!
2
Dan Shields
Assistant Vice President
EAP and Work/Life Product Specialist
Health Advocate, Inc.
Health Advocate EAP Overview and Supervisory Awareness
Simplifying business. Benefiting people.
We’re always at your side
• Nation’s leader in healthcare advocacy and assistance
• Distinguished roster of 8,200+ nationwide clients
• Serving over 25 million eligible lives
• Outstanding, experienced management team
• Expert staff of healthcare and insurance professionals
• Powerful and proprietary infrastructure
• Strong brand recognized as objective and well-
respected
• Privately held company founded in 2001
• Financially strong, profitable and debt-free
• Integrated multi-solution platform designed to reduce
medical costs and improve healthcare outcomes
• Winner of numerous major awards including
Deloitte’s North America Technology Fast 500™, Best
Places to Work, Healthiest Companies
ABOUT US
Simplifying business. Benefiting people.
EAP
Provides short-term problem
resolution with a licensed
counselor to help address
issues, such as:
• Stress, depression,
anxiety, crisis
• Marital relationships,
family/parenting issues
• Work conflicts
• Anger, grief and loss
• Drug and alcohol abuse
Work/Life
Helps find supportive
services and secure
references to help with:
• Eldercare, childcare
• Legal concerns
• Financial issues
• Time management
• Relocation issues
Management
Assistance
Unlimited telephonic
consultation to management,
such as:
• Confidential support to all
managers and supervisors
on “informal referrals”
• Managers can use “session
model” to enhance their
interpersonal skills
• Partner with HR &
Management on Fitness
for Duty evaluation and
“formal referrals”
Health Advocate EAP+Work/Life
Simplifying business. Benefiting people.
Clinical Service Features
• Assessment and evaluation (problem identification)
• Determination of clinical protocol with EAP affiliate/in-network provider
• Short-term problem resolution
• Case management and follow-up if referral is needed
• Education about community service options, when appropriate
Support Components
• 50,000+ Masters Level Clinicians
• Located in all 50 states plus Canada and Puerto Rico
• Available 24 hours a day, 7 days a week
EAP Features
Simplifying business. Benefiting people.
Unlimited telephonic and web-based support
• Childcare services
• Eldercare services
• Identity theft
• Financial issues
• Legal concerns
• On-Line Savings Center
• On-Line Relocation Center
• On-Line Learning Center
• Skill Builders
• Webinars
Full Work/Life Features
8
9
Simplifying business. Benefiting people.
Management Assistance Features
• Unlimited telephonic counseling for Management and
Supervisory personnel
• Available to all levels of management team 24/7
• Improve managers’/supervisors’ interpersonal skills
• Assist in resolving employee conflicts
• Collaborate with management team and HR on sensitive cases
Simplifying business. Benefiting people.
Role of the Supervisor
• Recognition
• Documentation
• Action
• Referral
• Reintegration
SOLUTIONS
Recognition
Signs that may indicate deteriorating work performance:
• Increased Absenteeism
• On-The-Job Absenteeism
• Concentration Problems
• Confusion
• Spasmodic Work Patterns
SPOTLIGHT
ON SAVINGS
• Lowered Job Efficiency
• Friction with Other Employees
• Unusual Behavior
• High Accident Rate
• Excessive Complaints
Simplifying business. Benefiting people.
Documentation
• Early Warning Signs
• Positive and Negative Work Performance
• Don’t Leave it to Memory
• Document Objectively
• Your Own Records
SOLUTIONS
Simplifying business. Benefiting people.
Documentation (continued…)
• Did you record the documentation properly?
• Day, Date and Time?
• Action taken?
• Anyone else involved?
• Have you been objective?
• Did you record the action taken?
• Did you indicate your response?
• Did you indicate the employee’s response?
SOLUTIONS
Simplifying business. Benefiting people.
Documentation Examples:
• January 17 – Employee stormed into my office and exhibited a
temper tantrum.
• January 18 – Employee came into my office at 9:20am pounded
his fist on my desk, pointed his finger at me and yelled “You’ll
never get away with this.”
SOLUTIONS
Preparing for the Meeting
What’s the plan?
Recognition of changes in work performance
• Pattern of concerns
• Documentation/notes
• Determine Performance Expectations
• Consult with Supervisors/HR/Peers/Health Advocate
SPOTLIGHT
ON SAVINGS
Simplifying business. Benefiting people.
Action
When Meeting With Employee
• Create a comfortable, private setting
• Be aware of personal bias
–Be a good listener
–Stay calm, don’t argue, don’t harass
–Keep meeting brief
SOLUTIONS
Simplifying business. Benefiting people.
When Meeting With Employee:
• Acknowledge past and present positive performance
• Express concern
• Describe performance decline
• Describe performance expectations
• Describe consequences
• Give timeline/follow-up meeting
• Offer Health Advocate EAP
• Keep Supervisor/HR informed
SOLUTIONS
Simplifying business. Benefiting people.
Action
Facilitators to communication
when meeting with the employees
• Empathetic not sympathetic
• Be aware of time
• Be specific
• Be aware of your non-verbal cues
• Word choice is critical
SOLUTIONS
Simplifying business. Benefiting people.
Action
Employee reactions
SOLUTIONS
• Sympathy
• Tears
• Excuses
• Apology
• Promises
• Diversions
• Innocence
• Anger
• Pity
• Bargaining
Simplifying business. Benefiting people.
Action
Checklist for closing the discussion
 Summarize discussion
 Express appreciation
 Reassure of confidentiality
 Confirm next steps
 Follow-up meeting
SOLUTIONS
SOLUTIONS
ReferralProcessSupervisor’sRole
Recognizes. . .
Documents. . .
Consults Health Advocate/HR. . .
Action. . .
Follow up. . .
Employee Refuses Assistance
Further
observation of
Performance
Progressive
Disciplinary
Steps
Performance
Unacceptable
No further
Action
Performance
Acceptable
Employee Accepts Assistance
Simplifying business. Benefiting people.
Reintegration
• Welcome employee back to work
• Review knowledge, skills and abilities
• Hold the employee responsible for work performance
SOLUTIONS
Confronting an employee
What are the barriers?
• Anger
• Sympathy
• Fear
• Guilt
• Denial
• Tact
• Friendship
• Policy Issues
• Passivity
• Time constraints
• Accessibility to supervisors
SOLUTIONS
Enabling
Shielding a person from experiencing the
consequences of their behavior
Examples of enabling behavior:
• Rescuing
• Caretaking
• Curing
• Passivity
• Not enforcing company policy
SPOTLIGHT
ON SAVINGS
Wrap-Up
26
Simplifying business. Benefiting people.
Conclusion
Questions?
Thoughts?
Napping?
Simplifying business. Benefiting people.
Contact Us !
• . Copies of the presentation
hrsc@alphstaff.com
888-335-9545 (Option 8)
For more information contact:
Dan Shields
Assistant Vice President/Product Specialist
610.397.7693
dshields@HealthAdvocate.com
Upcoming AlphaStaff Webinar
Please mark your calendars !!!
Date: Thursday - July 18, 2013
Topic: Employee Relations Best practices:
EPLI Claims Avoidance
Simplifying business. Benefiting people.
Thank you for your participation!

More Related Content

What's hot

TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15
TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15
TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15TalentMap
 
Ppt dce-pg - leadership retreat - oak brook 4-30-10
Ppt   dce-pg - leadership retreat - oak brook 4-30-10Ppt   dce-pg - leadership retreat - oak brook 4-30-10
Ppt dce-pg - leadership retreat - oak brook 4-30-10Joan Czarnowski-Hill
 
Hr presentation at ci cs departmental meeting
Hr presentation at ci cs departmental meetingHr presentation at ci cs departmental meeting
Hr presentation at ci cs departmental meetingCSaC
 
Change Management: How to Enable Organizational Change for Real & Lasting Res...
Change Management: How to Enable Organizational Change for Real & Lasting Res...Change Management: How to Enable Organizational Change for Real & Lasting Res...
Change Management: How to Enable Organizational Change for Real & Lasting Res...PerfectMind
 
Turning Performance Feedback Into Positive Employee Engagement
Turning Performance Feedback Into Positive Employee EngagementTurning Performance Feedback Into Positive Employee Engagement
Turning Performance Feedback Into Positive Employee EngagementTalentMap
 
Simona dan gf k romania
Simona dan gf k romaniaSimona dan gf k romania
Simona dan gf k romaniaRevistaBiz
 
Operational Excellence and Credit Management
Operational Excellence and Credit ManagementOperational Excellence and Credit Management
Operational Excellence and Credit ManagementSteve Mitchinson
 
Employee Engagement in a Challenging Economy
Employee Engagement in a Challenging EconomyEmployee Engagement in a Challenging Economy
Employee Engagement in a Challenging EconomyTalentMap
 
Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides SlideTeam
 
Tm webinar apr-skeptics-28apr16
Tm webinar apr-skeptics-28apr16Tm webinar apr-skeptics-28apr16
Tm webinar apr-skeptics-28apr16Stephen Shinnan
 
Webinar: How to Make Employee Feedback Effective
Webinar: How to Make Employee Feedback EffectiveWebinar: How to Make Employee Feedback Effective
Webinar: How to Make Employee Feedback EffectiveGabriela Torres-Soler
 
Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service ExcellenceKathryn Larkin
 

What's hot (13)

TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15
TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15
TalentMap-Webinar-Deck-Impact of-Immediate-Manager-26mar15
 
Ppt dce-pg - leadership retreat - oak brook 4-30-10
Ppt   dce-pg - leadership retreat - oak brook 4-30-10Ppt   dce-pg - leadership retreat - oak brook 4-30-10
Ppt dce-pg - leadership retreat - oak brook 4-30-10
 
Hr presentation at ci cs departmental meeting
Hr presentation at ci cs departmental meetingHr presentation at ci cs departmental meeting
Hr presentation at ci cs departmental meeting
 
Change Management: How to Enable Organizational Change for Real & Lasting Res...
Change Management: How to Enable Organizational Change for Real & Lasting Res...Change Management: How to Enable Organizational Change for Real & Lasting Res...
Change Management: How to Enable Organizational Change for Real & Lasting Res...
 
Turning Performance Feedback Into Positive Employee Engagement
Turning Performance Feedback Into Positive Employee EngagementTurning Performance Feedback Into Positive Employee Engagement
Turning Performance Feedback Into Positive Employee Engagement
 
Simona dan gf k romania
Simona dan gf k romaniaSimona dan gf k romania
Simona dan gf k romania
 
Jeff Dalton David Carrithers V2 Member Recognition Start With The End In...
Jeff Dalton   David Carrithers  V2 Member Recognition   Start With The End In...Jeff Dalton   David Carrithers  V2 Member Recognition   Start With The End In...
Jeff Dalton David Carrithers V2 Member Recognition Start With The End In...
 
Operational Excellence and Credit Management
Operational Excellence and Credit ManagementOperational Excellence and Credit Management
Operational Excellence and Credit Management
 
Employee Engagement in a Challenging Economy
Employee Engagement in a Challenging EconomyEmployee Engagement in a Challenging Economy
Employee Engagement in a Challenging Economy
 
Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides
 
Tm webinar apr-skeptics-28apr16
Tm webinar apr-skeptics-28apr16Tm webinar apr-skeptics-28apr16
Tm webinar apr-skeptics-28apr16
 
Webinar: How to Make Employee Feedback Effective
Webinar: How to Make Employee Feedback EffectiveWebinar: How to Make Employee Feedback Effective
Webinar: How to Make Employee Feedback Effective
 
Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service Excellence
 

Similar to Health Advocate EAP Overview and Supervisory Awareness

EAP Presentation for Heritage VT
EAP Presentation for Heritage VTEAP Presentation for Heritage VT
EAP Presentation for Heritage VTGenevieve Habeck
 
Seven Step Exit Planning Process™
Seven Step Exit Planning Process™Seven Step Exit Planning Process™
Seven Step Exit Planning Process™Keith Brown
 
Maximizing Your Return on Employee Investment (ROEI)
Maximizing Your Return on Employee Investment (ROEI)Maximizing Your Return on Employee Investment (ROEI)
Maximizing Your Return on Employee Investment (ROEI)Net at Work
 
Rethinking Empowerment to Create a Dynmanic Team
Rethinking Empowerment to Create a Dynmanic TeamRethinking Empowerment to Create a Dynmanic Team
Rethinking Empowerment to Create a Dynmanic TeamAndrew Cheung
 
A simple guide to the effective business plan
A simple guide to the effective business planA simple guide to the effective business plan
A simple guide to the effective business planAmelia Lobo
 
Grace Engineered Products Culture Document- Mission and Culture
Grace Engineered Products Culture Document- Mission and CultureGrace Engineered Products Culture Document- Mission and Culture
Grace Engineered Products Culture Document- Mission and CultureGrace Engineered Products
 
Engagement_Driven to Sustain Positive Change _ SME kirk 092110
Engagement_Driven to Sustain Positive Change _ SME kirk 092110Engagement_Driven to Sustain Positive Change _ SME kirk 092110
Engagement_Driven to Sustain Positive Change _ SME kirk 092110Kirk Hazen, P.E.
 
Releasing Individual Potential through Employee Wellbeing
Releasing Individual Potential through Employee WellbeingReleasing Individual Potential through Employee Wellbeing
Releasing Individual Potential through Employee WellbeingOPRA Psychology Group
 
Who are bozeat consulting and how we help organisations facilitate change n...
Who are bozeat consulting and how we help organisations facilitate change   n...Who are bozeat consulting and how we help organisations facilitate change   n...
Who are bozeat consulting and how we help organisations facilitate change n...Simon Bozeat
 
Wk7 assgnkente
Wk7 assgnkenteWk7 assgnkente
Wk7 assgnkentebethskip
 
2015-4 MSchaper Res AZ HR HS BH EAP
2015-4 MSchaper Res AZ HR HS BH EAP2015-4 MSchaper Res AZ HR HS BH EAP
2015-4 MSchaper Res AZ HR HS BH EAPMary Schaper
 
Business survival and success 111115
Business survival and success   111115Business survival and success   111115
Business survival and success 111115GuideDotYou
 
EAP Presentation for Heritage VT
EAP Presentation for Heritage VTEAP Presentation for Heritage VT
EAP Presentation for Heritage VTGenevieve Habeck
 
Human factors in project management v2
Human factors in project management v2Human factors in project management v2
Human factors in project management v2Vicki Z. Lauter
 
5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris 5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris MAXfocus
 
The Prima Eye Group Story
The Prima Eye Group StoryThe Prima Eye Group Story
The Prima Eye Group StoryPrima Eye Group
 

Similar to Health Advocate EAP Overview and Supervisory Awareness (20)

Facilitator and coaching overview2
Facilitator and coaching overview2Facilitator and coaching overview2
Facilitator and coaching overview2
 
EAP Presentation for Heritage VT
EAP Presentation for Heritage VTEAP Presentation for Heritage VT
EAP Presentation for Heritage VT
 
Seven Step Exit Planning Process™
Seven Step Exit Planning Process™Seven Step Exit Planning Process™
Seven Step Exit Planning Process™
 
Get 5-Star Reviews Every Time
Get 5-Star Reviews Every Time Get 5-Star Reviews Every Time
Get 5-Star Reviews Every Time
 
Maximizing Your Return on Employee Investment (ROEI)
Maximizing Your Return on Employee Investment (ROEI)Maximizing Your Return on Employee Investment (ROEI)
Maximizing Your Return on Employee Investment (ROEI)
 
Rethinking Empowerment to Create a Dynmanic Team
Rethinking Empowerment to Create a Dynmanic TeamRethinking Empowerment to Create a Dynmanic Team
Rethinking Empowerment to Create a Dynmanic Team
 
A simple guide to the effective business plan
A simple guide to the effective business planA simple guide to the effective business plan
A simple guide to the effective business plan
 
ALC_Coaching_Deck_(spt2022).pdf
ALC_Coaching_Deck_(spt2022).pdfALC_Coaching_Deck_(spt2022).pdf
ALC_Coaching_Deck_(spt2022).pdf
 
Grace Engineered Products Culture Document- Mission and Culture
Grace Engineered Products Culture Document- Mission and CultureGrace Engineered Products Culture Document- Mission and Culture
Grace Engineered Products Culture Document- Mission and Culture
 
Operational Excellence
Operational ExcellenceOperational Excellence
Operational Excellence
 
Engagement_Driven to Sustain Positive Change _ SME kirk 092110
Engagement_Driven to Sustain Positive Change _ SME kirk 092110Engagement_Driven to Sustain Positive Change _ SME kirk 092110
Engagement_Driven to Sustain Positive Change _ SME kirk 092110
 
Releasing Individual Potential through Employee Wellbeing
Releasing Individual Potential through Employee WellbeingReleasing Individual Potential through Employee Wellbeing
Releasing Individual Potential through Employee Wellbeing
 
Who are bozeat consulting and how we help organisations facilitate change n...
Who are bozeat consulting and how we help organisations facilitate change   n...Who are bozeat consulting and how we help organisations facilitate change   n...
Who are bozeat consulting and how we help organisations facilitate change n...
 
Wk7 assgnkente
Wk7 assgnkenteWk7 assgnkente
Wk7 assgnkente
 
2015-4 MSchaper Res AZ HR HS BH EAP
2015-4 MSchaper Res AZ HR HS BH EAP2015-4 MSchaper Res AZ HR HS BH EAP
2015-4 MSchaper Res AZ HR HS BH EAP
 
Business survival and success 111115
Business survival and success   111115Business survival and success   111115
Business survival and success 111115
 
EAP Presentation for Heritage VT
EAP Presentation for Heritage VTEAP Presentation for Heritage VT
EAP Presentation for Heritage VT
 
Human factors in project management v2
Human factors in project management v2Human factors in project management v2
Human factors in project management v2
 
5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris 5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris
 
The Prima Eye Group Story
The Prima Eye Group StoryThe Prima Eye Group Story
The Prima Eye Group Story
 

More from AlphaStaff

Year end process 2013
Year end process 2013Year end process 2013
Year end process 2013AlphaStaff
 
Managing Performance Using Job Descriptions
Managing Performance Using Job Descriptions Managing Performance Using Job Descriptions
Managing Performance Using Job Descriptions AlphaStaff
 
General Workplace Safety
General Workplace Safety General Workplace Safety
General Workplace Safety AlphaStaff
 
Osha Recordkeeping Highlights
Osha Recordkeeping HighlightsOsha Recordkeeping Highlights
Osha Recordkeeping HighlightsAlphaStaff
 
Social media in the workplace
Social media in the workplace Social media in the workplace
Social media in the workplace AlphaStaff
 
Aon: A Health Care Reform Update
Aon: A Health Care Reform UpdateAon: A Health Care Reform Update
Aon: A Health Care Reform UpdateAlphaStaff
 
Preventing EPLI Claims
Preventing EPLI ClaimsPreventing EPLI Claims
Preventing EPLI ClaimsAlphaStaff
 
Recent NLRB Rulings and Their Impact on Non-Union Employers
Recent NLRB Rulings and Their Impact on Non-Union EmployersRecent NLRB Rulings and Their Impact on Non-Union Employers
Recent NLRB Rulings and Their Impact on Non-Union EmployersAlphaStaff
 
Worker’s Comp. Claims Reporting
Worker’s Comp. Claims ReportingWorker’s Comp. Claims Reporting
Worker’s Comp. Claims ReportingAlphaStaff
 
Healthcare Reform: The Road Ahead
Healthcare Reform: The Road AheadHealthcare Reform: The Road Ahead
Healthcare Reform: The Road AheadAlphaStaff
 
AlphaStaff Webinar Importance of Drug and Background Screening
AlphaStaff Webinar Importance of Drug and Background ScreeningAlphaStaff Webinar Importance of Drug and Background Screening
AlphaStaff Webinar Importance of Drug and Background ScreeningAlphaStaff
 
Welcome to the New I-9 Form
Welcome to the New I-9 FormWelcome to the New I-9 Form
Welcome to the New I-9 FormAlphaStaff
 
Hiring Best Practices
Hiring Best Practices Hiring Best Practices
Hiring Best Practices AlphaStaff
 
Harassment and Discrimination
Harassment and Discrimination  Harassment and Discrimination
Harassment and Discrimination AlphaStaff
 
Title VII: Stories of Shock and Awe
Title VII: Stories of Shock and Awe Title VII: Stories of Shock and Awe
Title VII: Stories of Shock and Awe AlphaStaff
 
Controlling Unemployment Costs
Controlling Unemployment CostsControlling Unemployment Costs
Controlling Unemployment CostsAlphaStaff
 
Healthcare Reform – The State of the Union
Healthcare Reform – The State of the Union Healthcare Reform – The State of the Union
Healthcare Reform – The State of the Union AlphaStaff
 
New CA Laws and Regulations Compliance Overview
New CA Laws and Regulations Compliance Overview New CA Laws and Regulations Compliance Overview
New CA Laws and Regulations Compliance Overview AlphaStaff
 

More from AlphaStaff (18)

Year end process 2013
Year end process 2013Year end process 2013
Year end process 2013
 
Managing Performance Using Job Descriptions
Managing Performance Using Job Descriptions Managing Performance Using Job Descriptions
Managing Performance Using Job Descriptions
 
General Workplace Safety
General Workplace Safety General Workplace Safety
General Workplace Safety
 
Osha Recordkeeping Highlights
Osha Recordkeeping HighlightsOsha Recordkeeping Highlights
Osha Recordkeeping Highlights
 
Social media in the workplace
Social media in the workplace Social media in the workplace
Social media in the workplace
 
Aon: A Health Care Reform Update
Aon: A Health Care Reform UpdateAon: A Health Care Reform Update
Aon: A Health Care Reform Update
 
Preventing EPLI Claims
Preventing EPLI ClaimsPreventing EPLI Claims
Preventing EPLI Claims
 
Recent NLRB Rulings and Their Impact on Non-Union Employers
Recent NLRB Rulings and Their Impact on Non-Union EmployersRecent NLRB Rulings and Their Impact on Non-Union Employers
Recent NLRB Rulings and Their Impact on Non-Union Employers
 
Worker’s Comp. Claims Reporting
Worker’s Comp. Claims ReportingWorker’s Comp. Claims Reporting
Worker’s Comp. Claims Reporting
 
Healthcare Reform: The Road Ahead
Healthcare Reform: The Road AheadHealthcare Reform: The Road Ahead
Healthcare Reform: The Road Ahead
 
AlphaStaff Webinar Importance of Drug and Background Screening
AlphaStaff Webinar Importance of Drug and Background ScreeningAlphaStaff Webinar Importance of Drug and Background Screening
AlphaStaff Webinar Importance of Drug and Background Screening
 
Welcome to the New I-9 Form
Welcome to the New I-9 FormWelcome to the New I-9 Form
Welcome to the New I-9 Form
 
Hiring Best Practices
Hiring Best Practices Hiring Best Practices
Hiring Best Practices
 
Harassment and Discrimination
Harassment and Discrimination  Harassment and Discrimination
Harassment and Discrimination
 
Title VII: Stories of Shock and Awe
Title VII: Stories of Shock and Awe Title VII: Stories of Shock and Awe
Title VII: Stories of Shock and Awe
 
Controlling Unemployment Costs
Controlling Unemployment CostsControlling Unemployment Costs
Controlling Unemployment Costs
 
Healthcare Reform – The State of the Union
Healthcare Reform – The State of the Union Healthcare Reform – The State of the Union
Healthcare Reform – The State of the Union
 
New CA Laws and Regulations Compliance Overview
New CA Laws and Regulations Compliance Overview New CA Laws and Regulations Compliance Overview
New CA Laws and Regulations Compliance Overview
 

Recently uploaded

A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato pptElizangelaSoaresdaCo
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsyasinnathani
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toumarfarooquejamali32
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.ukaroemirsr
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)tazeenaila12
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
To Create Your Own Wig Online To Create Your Own Wig Online
To Create Your Own Wig Online  To Create Your Own Wig OnlineTo Create Your Own Wig Online  To Create Your Own Wig Online
To Create Your Own Wig Online To Create Your Own Wig Onlinelng ths
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 

Recently uploaded (20)

A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato ppt
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story points
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb to
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.uk
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
To Create Your Own Wig Online To Create Your Own Wig Online
To Create Your Own Wig Online  To Create Your Own Wig OnlineTo Create Your Own Wig Online  To Create Your Own Wig Online
To Create Your Own Wig Online To Create Your Own Wig Online
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 

Health Advocate EAP Overview and Supervisory Awareness

  • 1. 800 Corporate Drive, Ste 600 Ft. Lauderdale, FL 33334 | 888.335.9545 Toll-Free | alphastaff.com 2013 Webinar Series Employee Assistance Program Overview & Supervisory Awareness June 20, 2013 Presented by:
  • 2. Simplifying business. Benefiting people. AlphaStaff Welcomes Our Featured Partner! 2 Dan Shields Assistant Vice President EAP and Work/Life Product Specialist Health Advocate, Inc.
  • 4. Simplifying business. Benefiting people. We’re always at your side • Nation’s leader in healthcare advocacy and assistance • Distinguished roster of 8,200+ nationwide clients • Serving over 25 million eligible lives • Outstanding, experienced management team • Expert staff of healthcare and insurance professionals • Powerful and proprietary infrastructure • Strong brand recognized as objective and well- respected • Privately held company founded in 2001 • Financially strong, profitable and debt-free • Integrated multi-solution platform designed to reduce medical costs and improve healthcare outcomes • Winner of numerous major awards including Deloitte’s North America Technology Fast 500™, Best Places to Work, Healthiest Companies ABOUT US
  • 5. Simplifying business. Benefiting people. EAP Provides short-term problem resolution with a licensed counselor to help address issues, such as: • Stress, depression, anxiety, crisis • Marital relationships, family/parenting issues • Work conflicts • Anger, grief and loss • Drug and alcohol abuse Work/Life Helps find supportive services and secure references to help with: • Eldercare, childcare • Legal concerns • Financial issues • Time management • Relocation issues Management Assistance Unlimited telephonic consultation to management, such as: • Confidential support to all managers and supervisors on “informal referrals” • Managers can use “session model” to enhance their interpersonal skills • Partner with HR & Management on Fitness for Duty evaluation and “formal referrals” Health Advocate EAP+Work/Life
  • 6. Simplifying business. Benefiting people. Clinical Service Features • Assessment and evaluation (problem identification) • Determination of clinical protocol with EAP affiliate/in-network provider • Short-term problem resolution • Case management and follow-up if referral is needed • Education about community service options, when appropriate Support Components • 50,000+ Masters Level Clinicians • Located in all 50 states plus Canada and Puerto Rico • Available 24 hours a day, 7 days a week EAP Features
  • 7. Simplifying business. Benefiting people. Unlimited telephonic and web-based support • Childcare services • Eldercare services • Identity theft • Financial issues • Legal concerns • On-Line Savings Center • On-Line Relocation Center • On-Line Learning Center • Skill Builders • Webinars Full Work/Life Features
  • 8. 8
  • 9. 9
  • 10. Simplifying business. Benefiting people. Management Assistance Features • Unlimited telephonic counseling for Management and Supervisory personnel • Available to all levels of management team 24/7 • Improve managers’/supervisors’ interpersonal skills • Assist in resolving employee conflicts • Collaborate with management team and HR on sensitive cases
  • 11. Simplifying business. Benefiting people. Role of the Supervisor • Recognition • Documentation • Action • Referral • Reintegration SOLUTIONS
  • 12. Recognition Signs that may indicate deteriorating work performance: • Increased Absenteeism • On-The-Job Absenteeism • Concentration Problems • Confusion • Spasmodic Work Patterns SPOTLIGHT ON SAVINGS • Lowered Job Efficiency • Friction with Other Employees • Unusual Behavior • High Accident Rate • Excessive Complaints
  • 13. Simplifying business. Benefiting people. Documentation • Early Warning Signs • Positive and Negative Work Performance • Don’t Leave it to Memory • Document Objectively • Your Own Records SOLUTIONS
  • 14. Simplifying business. Benefiting people. Documentation (continued…) • Did you record the documentation properly? • Day, Date and Time? • Action taken? • Anyone else involved? • Have you been objective? • Did you record the action taken? • Did you indicate your response? • Did you indicate the employee’s response? SOLUTIONS
  • 15. Simplifying business. Benefiting people. Documentation Examples: • January 17 – Employee stormed into my office and exhibited a temper tantrum. • January 18 – Employee came into my office at 9:20am pounded his fist on my desk, pointed his finger at me and yelled “You’ll never get away with this.” SOLUTIONS
  • 16. Preparing for the Meeting What’s the plan? Recognition of changes in work performance • Pattern of concerns • Documentation/notes • Determine Performance Expectations • Consult with Supervisors/HR/Peers/Health Advocate SPOTLIGHT ON SAVINGS
  • 17. Simplifying business. Benefiting people. Action When Meeting With Employee • Create a comfortable, private setting • Be aware of personal bias –Be a good listener –Stay calm, don’t argue, don’t harass –Keep meeting brief SOLUTIONS
  • 18. Simplifying business. Benefiting people. When Meeting With Employee: • Acknowledge past and present positive performance • Express concern • Describe performance decline • Describe performance expectations • Describe consequences • Give timeline/follow-up meeting • Offer Health Advocate EAP • Keep Supervisor/HR informed SOLUTIONS
  • 19. Simplifying business. Benefiting people. Action Facilitators to communication when meeting with the employees • Empathetic not sympathetic • Be aware of time • Be specific • Be aware of your non-verbal cues • Word choice is critical SOLUTIONS
  • 20. Simplifying business. Benefiting people. Action Employee reactions SOLUTIONS • Sympathy • Tears • Excuses • Apology • Promises • Diversions • Innocence • Anger • Pity • Bargaining
  • 21. Simplifying business. Benefiting people. Action Checklist for closing the discussion  Summarize discussion  Express appreciation  Reassure of confidentiality  Confirm next steps  Follow-up meeting SOLUTIONS
  • 22. SOLUTIONS ReferralProcessSupervisor’sRole Recognizes. . . Documents. . . Consults Health Advocate/HR. . . Action. . . Follow up. . . Employee Refuses Assistance Further observation of Performance Progressive Disciplinary Steps Performance Unacceptable No further Action Performance Acceptable Employee Accepts Assistance
  • 23. Simplifying business. Benefiting people. Reintegration • Welcome employee back to work • Review knowledge, skills and abilities • Hold the employee responsible for work performance SOLUTIONS
  • 24. Confronting an employee What are the barriers? • Anger • Sympathy • Fear • Guilt • Denial • Tact • Friendship • Policy Issues • Passivity • Time constraints • Accessibility to supervisors SOLUTIONS
  • 25. Enabling Shielding a person from experiencing the consequences of their behavior Examples of enabling behavior: • Rescuing • Caretaking • Curing • Passivity • Not enforcing company policy SPOTLIGHT ON SAVINGS
  • 27. Simplifying business. Benefiting people. Conclusion Questions? Thoughts? Napping?
  • 28. Simplifying business. Benefiting people. Contact Us ! • . Copies of the presentation hrsc@alphstaff.com 888-335-9545 (Option 8) For more information contact: Dan Shields Assistant Vice President/Product Specialist 610.397.7693 dshields@HealthAdvocate.com
  • 29. Upcoming AlphaStaff Webinar Please mark your calendars !!! Date: Thursday - July 18, 2013 Topic: Employee Relations Best practices: EPLI Claims Avoidance
  • 30. Simplifying business. Benefiting people. Thank you for your participation!