APS Employee Assistance Program Presented to: State of Georgia

1. APS Employee Assistance Program Presented to: State of Georgia Atlanta, Georgia April 2014

2. APS Healthcare Life Work Program Leadership Team

3. Agenda Introductions and Objectives APS Healthcare Overview State of Georgia Employee Assistance Program (EAP) Overview General EAP Information Counseling Model Work Life Services Management Consultation Critical Incident Support/Training Web Based Services – www.apshelplink.com Promotional Material Q&A

4. EAP Marquee Set of Customers APS has extensive experience serving a wide array of customer types and tailoring our services to meet their specific needs • Over 280 EAP Customers • Over 25 years EAP Experience • Serve over 1.3 million EAP members

5. What Is the EAP? The Employee Assistance Program is: ...an employee benefit which provides confidential counseling and or consultation for a variety of issues that may cause you concern. It is branded LifeWork Employee Assistance Program (EAP) for the State of Georgia and participating agencies.

6. Eligibility Who is eligible to use the program? • You • Your spouse • Your household members or dependents • The EAP is free of charge to members. • There is no out of pocket expense.

7. Confidentiality Participation in the EAP is confidential, except when release of information is mandated by ethical practice and applicable state or federal law. These situations include: • If a caller reports to us any knowledge or suspicion of child or elder abuse or neglect • If a caller threatens to harm him or herself or others • When an employee signs a Release of Information • If there is a court order to release information

8. Common Reasons to Use the EAP • Stress/Anxiety • Financial/Legal Concerns • Managing Change & Transition • Drug/Alcohol • Work Related Concerns • Family/Relationship Issues • Grief • Depression • Parenting Issues • Child/Eldercare Issues • Management or Supervisory Issues • Any other reason

9. State of Georgia: Agencies Covered • APS was selected as the State EAP vendor through SPA (currently DOAS) in July 2010. • Agencies Covered as of March 2014: (17,592 ees) • Department of Administrative Services • Department of Human Services • Georgia Vocational Rehab Agency • State Road and Tollway Authority • Soil and Water Conservation • State Accounting Office • Georgia Emergency Management/Homeland Security • Georgia Department of Defense Youth Challenge Academy Fort Gordon & Fort Stewart • Georgia Technology Authority • View Point Health • Georgia Department of Behavioral Health & Developmental Disabilities • Unison Behavioral Health • Georgia Department of Community Health

10. State of Georgia Program • Employee Assistance Plan • Local Face to Face Counseling Services (4, 6 or 8 session models) • Unlimited Telephonic Clinical Support • Web Based Resources • Workplace Services • Management Consultations • Crisis Management • Critical Incident Stress Debriefing • Work Life • Child Care Resource and Referral • Elder Care Resource and Referral • Convenience/Daily Living Resource and Referral • Legal/Financial Consultation and Referral

11. State of Georgia Program • APS’ Programs are engaging, simple to access and supportive of Georgia employees • Dedicated team of APS professionals with in-depth knowledge of the demands and challenges facing the State of Georgia culture • One Call Resolution • 24/7 availability with Masters level EAP Counselors • WorkLife Specialists in childcare, eldercare, education and convenience services • Management Services/Workplace Consultation Team • Unlimited Telephonic Support • Credentialed EAP network within Georgia and across the U.S. • Legal and Financial Services • Unlimited Online Resources • Comprehensive EAP/WorkLife Educational Resources • Interactive Tools • Live and Archived Topical Seminars

12. Total Health Management Model State of Georgia Toll Free Number

13. Counseling Model Provides telephonic consultation, counseling and referral services for members including: 24/7 availability to Masters Level Counselors Immediate crisis support Comprehensive problem assessment and resolution Supportive counseling and subsequent sessions Education 100% Follow up Referrals (if needed) to medical, behavioral health plans or community resources Customized web site (APSHelplink.com) Facilitate referral to local provider for EAP counseling sessions in an area convenient to employee’s home or work.

14. APS Network Counselors Services are provided by counselors who have: Master’s or PhD level degrees Mental Health Counselors Social Workers Psychologists Marriage and Family Therapists Clinical Professional Counselors Experience in providing assessment, referral, short-term counseling and problem resolution Minimum of 3-5 years of counseling experience Licensed or certified by the state to practice

15. APS National EAP Network of Providers • 426+ EAP providers in 86 Georgia cities. • APS collaborates with our customers to customize and expand the network to meet your agency needs. 

16. Management Consultation APS provides services for those in human resources or leadership positions 24/7 telephonic management consultation Our Workplace Specialists are seasoned clinicians with experience handling human resources or other management issues Support and coaching on how to maintain positive, productive work environments for their employees. Customized interventions

17. Workplace Support – Crisis Response • Immediate access to trained counselors in Critical Incident Stress and Psychological First Aid for response coordination 24/7 • Provision of Onsite Services to provide a tailored response which addresses the impact to both State of Georgia and your employees • National Network of trained interventionists • Follow up to re-assess for additional planning and/or resources

18. Critical Incident Support Services APS has provided on site support services to employees, management, family members and contractors in response to a wide range of events including but not limited to: • Workplace accidents • Acts of violence or terrorism • Illness, death • Weather related incidents • Organizational restructuring • Any event that impacts the workforce

19. Training & Educational Seminars APS offers training and seminars on a wide range of topics to management staff and employees • Web based live • Web based on demand • Available at www.apshelplink.com • In person

20. Work Life Resources The EAP also provides the following Work Life resources to assist with a wide variety of day to day concerns and needs. Legal Consultation & Referral Financial Consultation & Referral Adult/Elder Care Resource & Referral Child Care Resource & Referral Convenience Services

21. Legal Consultation & Referral Services Local Referrals – One (1) initial up to 30-minute office or telephonic consultation per each separate legal issue, at no cost, with a network attorney. In the event that the member wishes to retain a participating attorney after the initial consultation, they will be provided with a preferred rate reduction of 25% from the attorney's normal hourly rate or fixed fee rate. Legal Services are available for a wide range of issues, including: 24 Hour Emergency Services – In the event of an emergency, legal providers will be available during after hours and weekends. Typical matters include a member being jailed or arrested. Non-emergency issues will be handled the next business day and during normal hours of operation. • Civil/Consumer Issues • Personal/Family Legal Services • Financial Matters • Business Legal Services • Real Estate • Criminal Matters • IRS Matters • Estate Planning Law • Immigration and Naturalization

22. Legal Consultation & Referral Services (cont.) Mediation – One (1) initial thirty-minute office or telephone consultation per separate legal matter with a network mediator at no cost. In the event that the member wishes to retain a participating mediator after the initial consultation, they will be provided with a preferred rate reduction of 25% from the mediator’s normal hourly rate. Typical matters may include divorce & child custody, contractual & consumer disputes, real estate & landlord tenant, car accidents & insurance disputes, etc. “Do It Yourself” Legal Forms Document Preparation - A simple and inexpensive online/assisted (telephonic document preparers) process will enable consumers to complete their own legal document preparation from the comfort of their home, without incurring the cost of an attorney, or dealing with lengthy completion and delivery periods. Member’s will receive a preferred discount of 10% off and the types of forms include, divorce, wills, living wills, power of attorneys, immigration and much more.

23. Financial Consultation & Referral Services Consultation - Initial 30-60 minute telephonic consultation with a professional financial counselor or licensed tax professional at no cost. This benefit may assist members with financial issues surrounding a legal matter, such as divorce, collections, bankruptcy, etc. Services are available for a wide range of issues, including: Tax Consultation/Preparation - Members are entitled to receive up to 30-minutes income tax related consultation per year on each separate tax issue they encounter. Preparation of all personal income tax documents are prepared by a CPA at a preferred rate reduction of 25% from the CPA’s normal fee. • Financial Coaching • Credit Report Review & Improvement • Debt & Budget Assistance • Mortgage Counseling • Tax Planning • Retirement Planning • College Fund Analysis • Other Financial Issues

24. Financial Consultation & Referral Services (cont.) ID Theft/Fraud Resolution - In the event of an identity theft or a fraud related event, members will receive a free consultation of up to 60 minutes with a highly trained Fraud Resolution Specialist (FRS) who helps with seven (7) emergency response activities. In addition the FRS: Assists members with restoring their identity and good credit; Assists with the costly steps to dispute fraudulent debts and advises members how to communicate with creditors and collection agencies; Counsels and provides a document stating the “Preventative Steps” necessary to take in an effort to avoid future ID theft losses and damages to a member’s credit score; Makes a legal referral to an attorney for a free initial consultation who can be retained at 25% off of the attorney’s standard fixed or hourly rates, if legal representation is needed.

25. Adult/Elder Care Consultation & Referral Services In-home and inpatient services (nursing homes, respite care, intermediate care facilities, assisted living facilities, ambulatory facilities, etc.) Senior health and other types of medical services for seniors (geriatric specialists, rehabilitation services, screening clinics) Paying for eldercare services Home-based services (nutrition, Meals on Wheels, cleaning/repair) Housing (i.e. retirement communities, subsidized housing, etc.) Transportation services Older adult support services (i.e., adult day care, volunteer opportunities, support/advocacy groups, and senior citizens center)

26. Child Care Consultation & Referral Services Family Day Care Homes and Group Homes Emergency and Back Up Care Care for Mildly Ill Children In-home care for children Summer Camps Before/After School Programs Pregnancy and Infertility Adoption Educational services (i.e., nursery and/or preschools, high schools, college planning, etc.) Prenatal Care Special Needs/Tutoring

27. Convenience Services Consultants acts as a personal assistant for employees, finding resources related to daily living needs. Convenience referral services can help employees alleviate stress when they don't have the time to do the legwork. Convenience services included consist of locating resources; however, the employee is responsible for the cost of the goods/services.

28. Examples of referral services include: Convenience Services (cont.) • Travel • Tourist information • Movie listings / tickets • Museum information • Nightlife recommendations • Sports schedules / tickets • Theater / concert tickets • Car rental reservations • Currency information • Destination guides • Passport / visa services • Public transportation • Sightseeing tours • Cleaning services • Home maintenance/appliances • Repairs • Lawn service • Moving / relocation services • Floral delivery • Gift recommendation • Product comparison • Personal shopping • Entertainment • Dining • Recreation • Fitness Clubs

29. APSHelplink APSHelpLink is an interactive, robust, web-based life management and resource solution, which provides a wide array of information and resources to help members enhance their life and personal well being. To Access the Website www.apshelplink.com company code: demo1

30. The website includes: 8,000+ research articles Interactive wellness assessments Self assessments and personal plans for interpersonal and workplace topics 98 Self-paced online trainings Monthly topical Webinars live and on demand Self search locators for child, academic and adult care resources Legal and Financial Resources Wellness Center: library of health and wellness articles, over 40 health assessments and audio tips. Learning Center: Articles, information, audio advice and tips on a range of employee effectiveness; physical and emotional well-being topics. Audio and video optimized for MP3 devices APSHelplink

31. APS Helplink Georgia Web Site

32. EAP Overview for Employees • To introduce our services, and drive employee interest and utilization: • Introductory overview announcing services

33. Quarterly Newsletters: Balance & Solutions Engaging, concise articles Topics chosen to address a wide range of common workplace issues and concerns Member Issue (Balance) available in Spanish Supervisor issue (Solutions) highlights best practices advice for managers to most effectively use the EAP Informative, digitally-served newsletters to support use of the EAP:

34. Monthly Tipsheets General informational pieces used to highlight relevant topics and support use of the EAP: English and Spanish Simple, focused steps Includes call to action to program

35. Critical Incident / Targeted Tipsheets Served to members in the wake of critical incidents (natural disasters, workplace issues, etc.) delivering targeted, relevant and timely information to support use of the EAP. English and Spanish Simple, focused steps Includes call to action Served on short-turnaround basis

36. APS Member Satisfaction 2012-13 EAP Counseling Survey Satisfaction data for 2012-13: • Overall Satisfaction = 96.6% • Quality of Initial Contact = 98.9% • Quality of Counseling = 98.8% • Situation Improved = 90.5% Management Consultation Satisfaction data for 2012-13: • Overall Satisfaction = 96.6% • Would Use Again = 98% • Consultation Added Value = 97% • Would Recommend to Others = 98% Surveys sent 456 Surveys returned 76 (16.7% return rate)

37. Satisfaction Survey Results for State of Georgia EAP

38. EAP Impact Outcomes as Reported by Members

39. Employee Assistance Program Pricing July 2013 – June 2014 In 10,001-20,000 pricing level & within 2500 of next level. • Tier I Assessment & Referral Model 4 sessions $1.35 per employee per month (pepm) FY15: $1.38 pepm • Tier II Short-term Counseling Model 6 sessions $1.56 pepm FY15: $1.56 pepm • Tier III Expanded Counseling Model 8 sessions $1.73 pepm FY15: $1.77 pepm Critical Incident Support Services $175/hour On Site Training/Seminars $150/hour

40. APS Healthcare - Differentiators Proven Performance Over 25 years delivering EAP services and the two time recipient of the prestigious Employee Assistance Professionals Association (EAPA) award for excellence Seasoned Staff Immediate access to dedicated clinicians and management consultation team. Experts on this team provide real time support to managers/supervisors regarding performance issues, behavior concerns, workplace trauma, etc. 100% Follow Up We understand how hard it is to make that first call and how critical it is that individuals get connected to services once they reach out for assistance. With that in mind, we follow up on 100% of all initial calls for services and make sure that the member gets connected to a provider or other resource State of the Art Web Site Interactive self assessment tools, search functions for child and eldercare services, education / training modules, live and archived webinars

41. APS Healthcare - Differentiators Innovative / Research Driven Collaboration with leading educational organizations and research firms to explore innovative ways to increase our effectiveness and develop cutting edge intervention and change motivation strategies Demonstrated Effectiveness In partnering with our customers we demonstrate improvement in the key measure of workplace presenteeism Measuring Quality of Services and Impact on Identified Problems 99% satisfaction with quality of initial contact, counseling services, and overall quality 96% reported improved work performance and improved interpersonal relationships

42. EAP Services Description Services available to employees and their family members • Confidential services are provided • Up to 4, 6 or 8 counseling sessions per issue • Financial/Legal Consultation & Referral Services • Child & Eldercare Consultation & Referral Services • Convenience Consultation & Referral Services • www.apshelplink.com Company Code: demo1 • EAP Counselors are available 24/7 • 100% Follow-Up • Monthly promotional publications and 3 quarterly newsletters • Management Consultation available 24/7 • Web based Training/Seminars/Lunch & Learns • Critical Incident Stress Management Services • Reduction in Workforce Support Services

43. Questions? Chris. A. Kvasnica, MSW, LCSW Sr. Account Executive, APS Healthcare Phone: 262-787-2246 Email: ckvasnica@apshealthcare.com