E A P f o r m a n a g e r s Understanding your Employee Assistance Program (EAP)Manager information session

h o w t h e E A P c a n

assist your people

What is EAP?• Employee assistance program funded by your organisation

• Available to all employees, managers and leaders at no cost to the individual

• Provides access to short-term, solution-focused counselling

• Delivered by qualified psychologists

• Independent and objective advice

• Completely confidential

What are staff entitlements under the EAP?• 4 x one hour counselling sessions for two discrete matters per year

• Individuals usually attend appointments in their own time

• Most issues can be resolved within a couple of sessions

• If additional sessions are required, the individual may:– Choose to continue to see Assure privately at their own cost– Discuss referral to another counsellor or specialist health provider– In some circumstances, request an extension of their employer-funded sessions

When should I refer someone to EAP?• As a leader, the EAP can be a valuable source of assistance to your people

• Individuals may access the service for a range of issues:– Relationships– Family and parenting– Problems at work including conflict and harassment – Goal setting and career plans– Overcoming stress, anxiety and depression– Smoking and alcohol management– Introductory non-work-related legal advice– Comprehensive financial counselling

• EAP is completely voluntary, but you may choose to suggest a staff member attend. This is called a specific referral.

Specific referral• One in five Australians suffer some form of significant stress in a 12 month

period. This can lead to increased absenteeism and presenteeism, turnover, decreased commitment and burnout

• When this stress is a direct result of the workplace, a specific referral can enable you to support an individual’s recovery as well as receive feedback on how you/your organisation can help their recovery

• Referring an employee at the first sign of an issue can improve their engagement levels, improve teamwork and reduce conflict, and provide managers with more time to focus on the business

• Referrals may also assist in achieving a specific change to meet organisational needs – e.g. behaviour change, improved communication, return-to-work support

Specific referral cont’d• With an employee’s consent, you may request information about that

employee’s progress if they have accessed via a specific referral

• This enables feedback between the psychologist and the organisation to assist with the recovery process

• We can assist you with referring an employee

Referring an employee to the EAP

Step 1 - Recognise signs of stress and mental health concerns

• Sudden shift in performance or reduced quality of work

• Frequent absence from work

• Loss of sense of humour

• Becoming aggressive or irritable

• Obvious signs of stress and anxiety

• Difficulty with decision making or lack of concentration

• Lack of interest in work/life in general

• Conflict with co-workers

• Unrealistic standards for self and others

Consult your Leader Guide for further guidance

Referring an employee to the EAP

Step 2 - Respond in a supportive manner

• Approach the individual at the earliest indication of an issue

• Arrange a time and suitable location for a private meeting

• Prepare yourself

• Consult with HR for feedback

• Use active listening skills

• Indicate you wish to talk about how things have been going – let them know you have noticed some changes and want to help

• Convey your observations of their behaviour – remain objective, fair, consistent

• Be prepared for emotional reactions

Referring an employee to the EAPStep 2 cont’d

• Remain empathetic, but reiterate you also require certain performance standards

• Have your facts documented

• Consider possible solutions including seeking suggestions from the employee

• Arrange a follow-up meeting

Step 3 - Refer the individual to the EAP or other support

• Communicate the role of the EAP

• Suggest the individual contact the EAP

• Follow up to see how useful the EAP was for them

Rapid response to crisis situations• 24/7 on call emergency assistance for critical incidents such as workplace

accidents, fatalities and bereavement, armed robbery and crime, natural disasters

• Immediate telephone triage from a senior psychologist for individuals and teams

• On-site support if required

• Assistance in helping managers and leaders to assist their teams through critical incidents and to self care

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assist you

Can I use the EAP?• As an employee of BCE you are entitled to 4 x one hour sessions for two

discrete issues

• You can use the EAP to assist with your own personal or work-related issues

• You can make an appointment via 1800 808 374 (toll free)

• You can talk to a counsellor:– Face-to-face at our offices during business hours– By phone– By Skype

• Limited after-hours sessions are also available

• 24/7, 365 day emergency after-hours support

Manager Support Program • We appreciate that managers are under increasing pressure to perform and

manage change

• We also provide tailored support for managers via our Manager Support Program (MSP)

• The MSP enables you to seek specific advice around:– Referring people to the EAP – Supporting distressed staff– Managing relationships, change and teams– Leading difficult conversations

Benefits of the MSP• Improved confidence in approaching difficult conversations

• Assisting with ‘closure’ of frustrating, stressful or distressing situations

• Support in resolving complex people management scenarios which may involve wellbeing, personality issues and performance concerns

• Provides a confidential, independent sounding board

Features of the MSP• Timely and confidential advice

• Usually delivered by telephone by a senior psychologist

• Unlimited access via 15 minute consultations

• Complements HR functions by providing specialist advice on mental health and wellbeing

• Includes short-term, solution-focused leadership counselling

• Refer to your EAP Leader Guide for further information

• Accessed via 1800 505 015 (toll free)

Why Assure Programs?• Qualified psychologists with multiple areas of specialty matched to the

individual’s needs and extensive counselling experience

• 22 years’ experience in delivering EAP

• Responsive, best-practice EAP service

• Senior psychologists available 24/7

• Caring, responsive and trained intake and reception staff

• Discreet, professional offices

• Practical discussion focused on finding solutions

• Psychologists and office locations nationwide

More information and resources

Visit www.assureprograms.com.au for checklists and tips on items such as:

• Supporting employees following a critical incident

• Coping with stressful events

• Developing change resilience

• Giving and receiving feedback

• Improving wellbeing

• … and much more

Questions?