Employee and Family Assistance Program

1. Employee and Family Assistance Program People Leader Orientation

2. Agenda 2. Challenges for People Leaders in the Workplace 1. How EFAP can support all employees 3. Addressing Sensitive Employee Related Situations 4. Shepell Supports People Leaders

3. About Shepell • Largest EFAP provider covering 10,000 organizations and 8 million employees and their families. • Accredited by Council of Accreditation • Broad suite of services addressing mental, physical and social health • Over 100 offices & 3,000 + counsellors across North America

4. What is covered by my Shepell EFAP benefit?

5. Understanding your Shepell EFAP • Voluntary • Confidential • Help for work, health, life issues faced by you and your family • No cost to you or your eligible family members

6. Confidentiality is Key • No one will know you have used the EFAP unless YOU tell them • Convenient counselling locations – close to home or office or online • No back-to-back appointments with others from your organization • Discreet, non-identifying messages • Confidential records • Online services and programs are firewall and password protected • * Confidential within limits of the law *

7. Help with any concern • Nutrition/Health/ Naturopathic questions • Stress, depression, anxiety • Legal/Financial worries • Family/Parenting • Workplace challenges • Relationships • Addiction concerns • Crisis

8. Program accessibility - 24/7/365 WorkHealthLife.com Care Access Centres My EAP Mobile App

9. EFAP Intake and Assessment 24 / 7 / 365 Access to Bilingual Intake Professional Immediate Assessment of Caller’s Needs Non Urgent Requests Urgent Request/ Crisis Situation Work/Life Solution Counselling • Employee • Identifies need for help • Needs answer ASAP • Organization • Expert consultation • Onsite support • Trauma • Client matched with appropriate professional • Legal • Financial • Family Support Solutions • Nutrition • Naturopath • Health Coaching • Counseling modality matched to client need and/or preference: • Face to face • Telephonic • E-Counseling • Video Counseling • First Chat • Self-Directed Online Immediate access to Counselor Onsite support as requested Closure & Follow-Up

10. WorkHealthLife.com – go-to online EFAP resource centre Average of 29,114 unique visitorseachmonth

11. My EAP mobile device application – on-the-go EFAP support • Immediate access to counselling • First Chat • E-Counselling • Interactive tools: Relationship Meter & Stress Index • Health and wellness articles, videos • Download on every device - scan code or visit workhealthlife.com • Learn more on YouTube

12. Quality Assurance – we value your feedback! • After you use the EFAP you may receive: • A voluntary satisfaction survey • A telephone follow-up call by an EFAP service representative with your consent • Your EFAP is committed to ensuring the resources and support you receive are the right fit for you. If you have any questions about the service, please contact us immediately.

13. Challenges for People Leaders in the Workplace

14. Signs of a Troubled Employee • Have you ever… • Been confronted with an employee in distress and wanted to help, but didn’t know what to say or do? • Witnessed an employee as he or she tried to manage a difficult family situation? • Known that an upcoming workplace change was going to be difficult for one or two employees in particular? • Noticed a ‘high performer’ falling behind in his or her work? • …the EFAP can help support you.

15. The Challenge for People Leaders • The effects of personal and work-related problems on an employee’s ability to perform are more common than you think. Consider… • More Canadians are taking medication for health conditions. • Employer health costs continue to rise. • More employees are absent from the workplace due to mental health issues. • Mental illnesses continue to impact the Canadian economy and billions of dollars are lost each year. • The public health system continues to be overstretched. • High stress levels and mental health problems can cause other health conditions.

16. Addressing Sensitive Employee Related Situations

17. The Challenge for People Leaders Group Discussion How do you know when an employee is in trouble?

18. Signs of a Troubled Employee • Lateness or frequent breaks • Excessive sick leave & ‘presenteeism” (on the job absenteeism) • Reduced quality of work or missed deadlines • Confusion or forgetfulness • Withdrawal / avoidance • Changes in physical appearance • Employee conflict • Inappropriate behaviour, mood swings, negative attitude • High rate of accidents

19. Source of the Problem Workplace symptoms are only the “tip of the iceberg” Troubled employeein the workplace Lateness Withdrawal Mood Swings Emotional outbursts What you see Work Issues Environmental Interpersonal Job-Related • Life Issues • Stress/Emotional • Relationships • Legal/ Financial • Addictions Health Issues Heart Health Nutrition Sleeping Depression What you don’t see

20. Addressing Sensitive Situations Stepping in to Help Out Observe Assess Document throughout Follow up Inquiry Discuss solutions. Offer help

21. Addressing Sensitive Situations Step One: Observe • What kind of performance issues are you observing? • Note the changes in behaviour, performance or physical appearance • Any trends, patterns or the duration • Keep notes for yourself, document your observations

22. Addressing Sensitive Situations Step Two: Assess • Reflect on your Observations – what is happening here? • Recognize that your assumptions are just that: you do not have the total picture (iceberg) • Get assistance – consult with HR/ER, Attendance Management and or your EFAP

23. Addressing Sensitive Situations Step Three: Communicate • Take time to plan the meeting: • Consider when it would be the right time to approach the staff member. • Where would be the appropriate place to meet? • Plan to discuss concerns. What are the facts? • Meeting with the individual: • How will you begin the conversation? • Provide examples of behaviour/performance issues. • What questions would you use to find out what’s going on? • Respect boundaries – what is your role? • Remain non-judgmental, behaviour focused and specific.

24. Addressing Sensitive Situations Step Three: Communicate Continued…

25. Addressing Sensitive Situations Step Four: Discuss Solutions, Offer Help

26. Addressing Sensitive Situations Step Five: Follow Up • How will you follow up? • Schedule date, • What will be reviewed • Expectations • During the follow-up meeting : • Acknowledge improvements, speak to additional improvements • Reassess improvement time frames • Provide consistent feedback and realistic expectations • If they disclose using the EFAP, ask about satisfaction

27. Addressing Sensitive Situations Supporting Performance Management • Keep in mind… • Employees are responsible for acceptable work performance—the EFAP does not exempt employees from meeting those expectations. • People Leaders are responsible for performance management. • The EFAP can complement, but not replace, effective supervisory practices. • There are no ‘quick fixes’ - people don’t overcome difficulties easily. • Take a personal interest without getting personally involved.

28. Shepell Supports People Leaders

29. Employee Support Solutions Employee & Family Assistance Programs Employee & Family Assistance Programs Workplace Learning Solutions Targeted Health Solutions • Domestic EFAP • Global EFAP • Traumatic Event Support • Mental Health Training • Workplace Training • Mediation/Coaching/Investigations • Workplace Referral Program • Depression Care • WorkAssist • Substance Abuse Program/Structured Relapse Prevention Program

30. People Leader Consultation • Sometimes you will need extra assistance… • Aggressive behaviour; harassment, difficult personalities, suspected substance abuse, etc… • Use EFAP Manager Consultations • EFAP professionals available for consultation and advice • Provide support and tools they need to sensitively and appropriately refer employees into the EFAP or to other suitable solutions.

31. People Leader Consultations continued… • People leaders may receive: • Advice on how to work with a troubled employee. • Help to distinguish between performance and personal issues. • Assistance to deal with performance problems. • Tips on how to introduce the EFAP to an employee. • Hands-on tips for problem solving employee issues. • Guidance in addressing tough situations where there’s uncertainty on how to proceed.

32. People Leader Supports Online Manager Resources Career and Workplace Healthy Working Newsletter WorkHealthLife Blog HR Fundamentals Microsite EFAP Manager Consultations EFAP People Leader Guide

33. EFAP Promotional Tools Brochure Postcard Magnet WalletCard

34. EFAP Orientations • English Employee/Family Video on workhealthlife.com • French Employee/Family Video on travailsantevie.com • EFAP 101 • What is Covered by My Shepell EFAP? • **Log in/”My Services”/Employee Orientation Videos • English Manager Orientation Videos • French Manager Orientation Videos • Signs and Sources of a Troubled Employee • Addressing Sensitive Situations • Shepell Supports People Leaders • **Username: manager; Password: orientation**

35. For confidential and immediate support with your work, health and well-being contact Shepell 24/7/365 Call: 1 800 387-4765 Visit: workhealthlife.com Composez le 1 800 361-5676 Visitez le site travailsantevie.com