EAP Train-the-Trainer for Managers/Supervisors

1. EAP Train-the-Trainer for Managers/Supervisors Presented by: Kim Johnson – Director of Account Services

2. 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

3. 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.

4. 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

5. Psychological Stress Drug or Alcohol issues Marital/Relationship Career/Job issues Grief and Loss Family issues Retirement Financial Consultation Legal Consultation Reasons To Consider Calling The EAP

6. 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: • Social service agencies • Community support groups • Self-help groups • Reading materials • Crisis hotlines/help lines

7. Prenatal Care Adoption Child Care Parenting Emergency Care Summer Care Special Needs Colleges and Universities Grandparents As Parents Adult Care Disaster Relief Personal Services, Pet Care At Risk/High Risk Adolescents Primary/Secondary Education Worklife Services All members have web access to services and resources on the following topics:

8. 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

9. 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

10. 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

11. Budgeting Debt Retirement College Funding Buying vs. Leasing Mortgages/Refinancing Financial Planning Tax questions and Tax preparation IRS Matters Financial Services

12. 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 Financial Services Benefits

13. 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

14. 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

15. EAP Website

16. 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

17. 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

18. 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

19. 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

20. Training And Education Services • Work and Life Management seminars • Compliance training • 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

21. What Happens When You Call The EAP? INTAKE Identifies Caller & Need MANAGER CALL EMPLOYEE CALL Speak with Manager Resource Consultant (MRC) ROUTINE URGENT Schedule Appointment Phone Duty Counselor Discussion & Assessment of Situation Legal or Financial Referral Development of Plan WorkLife

22. 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

23. Lateness Absenteeism Poor concentration Decreased productivity Unusual behavior Increased mistakes and/or accidents Friction with co-workers Negative attitude Difficulty learning from mistakes Excessive time on phone Lying How To Spot The Troubled Employee

24. Guidelines For Management Referral • 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

25. EAP Confidentiality • Signed release NECESSARY to communicate with EAP • MRC will request completed Management Referral Form • Fax completed form to: • 888-892-8832

26. 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

27. Confidentiality • Keep all records locked • Communicate with only those who need to know • Avoid idle conversation regarding employees

28. Documentation Always make sure to document: • Observed suspicious behavior • Facts – not opinions • Job performance – not personalities • Policy Violations

29. 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

30. 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

31. How To Access Horizon Health EAP • 8 Sessions with a counselor • Access Phone Number • Web Access Call: 888-825-3509 Access: www.horizoncarelink.com Login: firstdata Password: myeap

32. Thank you for attending! Q & A Live Well