Employee Assistance Program

1. Employee Assistance Program

2. Supervisor Orientation

3. agenda • The EAP—What is it? How does the benefit work? • The Supervisor’s Role with the EAP • Supervisor Referrals

4. what is the employee assistance program? • A resource outside the work environment available to employees and their families to use whenever they are experiencing personal problems. • Confidential • Provided at no cost to the employee/family

5. Family Concerns Emotional and Behavioral Problems Compulsive Behaviors Substance Abuse Work Related Problems Work Life Issues some problems addressed

6. examples • A couple who wants to improve their communication in the relationship • A parent who wants information on how to deal with a teenager who is depressed • An individual who gets anxious in social situations • An individual who needs some help in communicating with a co-worker • An individual struggling with a gambling problem • Information on substance abuse treatment

7. the assessment process An individual can call the toll free phone line 24/7 to speak with a Wellspring professional or send an online request. The service begins when the individual contacts Wellspring via the toll free line, or sends an online request for services via www.microsoftcares.com. Online requests are responded to by a triage therapist by phone within the day it was sent or the next business day if sent during the evening or weekend. The toll free line is always answered live. A caller always has the option to leave a message should they encounter any delay. They will receive a call back within an hour.

8. the assessment process The individual will either be given information on the phone or an appointment with an assessment provider • The individual will be asked to briefly describe what problem or resource they need help with and then will either be assisted with: • a resource • transferred to a specialist • Eldercare • Childcare Specialist or • Daily Living • helped with scheduling an appointment.

9. the assessment process The individual calls the provider to schedule an appointment If the individual wants to be seen face to face, then the triage therapist asks for best times and days they can schedule, and then facilitates the appointment. Telephonic counseling is also available if the triage therapist determines that it is appropriate. Typically, telephonic counseling is restricted to certain types of issues such as stress, anxiety and work related issues. The triage therapist contacts the assessment provider and informs them that an individual or couple is being referred. The individual or the provider will make the first contact based on preferences stated in the initial intake call.

10. the assessment process assessment completed • After the assessment, the provider: • May have helped the individual resolve the presenting problem • May recommend ongoing care • The individual has the option of continuing with that provider though they are always given the option of another referral. • Coverage for ongoing care is coordinated with the employees insurance. Please advise of your insurance carrier during your initial call to EAP.

11. provider network standards • All providers must have a Masters or Doctorate degree and be licensed or certified to practice; • Minimum of five years In practice; • Professional office location; • Maintain membership in professional organization and complete ongoing education annually; • Define specialty areas of treatment; • Maintain malpractice insurance; • Demonstrate knowledge of community resources.

12. program promotion • Posters • Brochures • Quarterly Newsletter • Employee Orientations • Website www.MyMicrosoftBenefits.com > Health and Wellness > Microsoft CARES

13. Program Evaluation • Utilization Reports program evaluation

14. All services are confidential and are provided without cost to the employee and their benefit eligible family members. making an appointment Call toll free anytime 1.800.553.7798 TTY 1.866.704.6355 Local 1.206.654.4144 On the web http://myMicrosoftBenefits click on Health and Wellness and then Microsoft CARES click on Appointments

15. Knowledge of the program • Willingness to confront performance problems • Willingness to make a referral supervisor’s role with the EAP

16. Unlimited confidential supervisory phone consultations • Job performance referral support • Psychological First Aid • Wellness and supervisor training • Facilitated group support EAP resources for leaders

17. Identification • Documentation • Confrontation performance management

18. The First Step Observing changes in an employee work pattern that violate policy and/or adversely impact safety or job performance identification

19. Changes in personal habits Increase in co-worker conflict Increase in Absenteeism Anger control problems Difficulties concentrating behaviors of a troubled employee

20. The second step Write down the observed signs of change Document - Avoid Diagnosis • State the specific problem • Highlight the company policy • Note expectations for improvement documentation

21. DOCUMENT! • DOCUMENT! • DOCUMENT! documentation

22. meeting with the employee • The Third Step Meet with the employee.

23. Tell the employee what you have noticed • Avoid accusatory language • Ask if there is a problem • Make a note of the discussion informal discussion

24. Self Referral Informal Referral Formal Referral Mandatory Referral referral process Generally, mandatory referrals are not encouraged for supervisors to address performance related issues. In very extreme situations, with the approval of the supervisor’s direct report and the legal department, with an endorsement by Human Resources, a mandatory referral may be required to address a performance issue.

25. Attitudes and Beliefs • Information • Awareness • Communication • Feelings barriers to action

26. A process where a supervisor and/or co-workers contribute to an employee’s poor performance by making it possible or easy for the person to continue the behavior: WITHOUT EXPERIENCING THE CONSEQUENCES! enabling

27. the tip of the iceberg The supervisor is responsible for: setting expectations, documentation and job performance feedback. The EAP is responsible for: identifying underlying causative factors.

28. Focus on recognizing positive behavior • Be Specific • Motivation—Toward the behavior you want • Self motivate—leadership books, tapes, seminars recognizing accomplishments

29. A supervisory Resource • Not a substitute for performance management • Non-punitive and non-adversarial • Voluntary and confidential in summary – the EAP is...

30. Call toll free anytime 1.800.553.7798 Local 1.206.654.4144 TTY 1.866.704.6355 On the web www.MyMicrosoftBenefits.com > Health And Wellness > Microsoft Cares