By taking advantage of an EAP, a company is eligible for benefits that will greatly improve the quality of its employees’ lives. Part I of the EAP training reviews the basics of management and encourages those in a supervisory position to use Health Advocate as a consulting tool when they have employees whose work performance is being impacted by their personal problems. This seminar presents techniques for supportively confronting an employee, making a referral to the EAP when appropriate, and prepares managers for the different reactions the employee may exhibit. It also lists the obstacles to a successful confrontation, as well as the danger of enabling. The goal of the training will focus on utilizing the EAP as a preventive resource.
Presented by Health Advocate.
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
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
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
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