Employee Counseling and Wellness Services

Werner & DeSimone (2006) 1

Employee Counseling and Wellness ServicesChapter 11


Learning objectives Explain the need for employee counseling in organization and why counseling is an HRD activity. Describe the typical activities include in employee counseling programs. Describe the focus and effectiveness of three types of employee counseling programs: employee assistance program, stress management interventions, and employee wellness/health promotion programs. Describe the role of supervisors in the various types of employee counseling program


The Need for Employee CounselingHave you ever seen people:

Struggling due to high levels of anxiety?Refusing treatment for a treatable condition?Experiencing job burnout?Involved in efforts to promote good health?


The Need for Employee Counseling – 2

Personal problems are a part of lifePersonal problems affect job performanceHealthcare costs continue to riseReducing tardiness, absenteeism, lost time and worker’s compensation saves moneyReducing turnover can improve productivity and the bottom line


Addressing Employee Well-Being

Promotes employee moraleReduces the impact of external factors on workPromotes productivity Cheaper to train, treat, and retain

existing workers than to hire new ones


Employee Counseling as an HRD Function

Counseling serves the same goal as other HRD activities Improving/maintaining worker

performanceSame techniques are used, especially coachingSame kinds of analysis and planning needed


Overview of Counseling Programs

Problem IdentificationEducationCounselingReferralTreatmentFollow-up


Problem IdentificationScreening deviceAbsenteeism recordsSupervisor’s observationsReferralVoluntary participation


EducationPamphletsVideosLecturesUnsolicited Television Radio Other media


CounselingNeeds a non-threatening person with whom the worker can discuss problems and seek help. Options include: Supervisor/coach Ombudsman HRD Counselor Professional Counselor


ReferralDirecting employee to appropriate resources for assistance – e.g., Physician Substance abuse treatment center Marriage counselor Alcoholics Anonymous (AA) Other options (clergy)


TreatmentThe actual intervention to solve the problem – e.g., Group therapy Medications Individual therapy Psychological therapy


Follow-upNeeded to: Ensure the employee is indeed

carrying out the treatment Obtain information on employee

progress Ensure that referrals and treatment

are effective


A Caution About Employee Counseling

All six approaches are not always neededThe following issues drive which approach is taken: Type of problem identified Appropriate response Available resources


Who Provides Employee Counseling?

Depends on the organization and organizational cultureCan be done using: Corporate resources (In-house) Outside resources (Out-of-house)


In-House EffortsAdvantages:Internal controlFamiliarity with organizationBetter coordination of effortsSense of ownershipGreater internal credibility

Disadvantages:ConfidentialityLack of needed resourcesEmployee reluctance to use servicesLimitations in staff skill and expertise


Contracting Externally (Out-of-House)

Advantages:Subject matter expertsConfidentiality easier to maintainLower costBetter identification and use of resources

Disadvantages:Lack of on-site servicesPossible communications problemsLack of organizational knowledge


Characteristics of Effective Programs

Top management supportClear policies and proceduresCooperation with unions and employee groupsA range of care: Referral to community resources Follow-up


Characteristics of Effective Programs – 2

Policy of guaranteed confidentialityMaintenance of records for program evaluationHealth insurance benefit coverage for servicesFamily education


Employee Assistance Programs (EAPs)

Job-based programs operating within an organization that: Identify troubled employees Motivate them to resolve their

problems Provide access to counseling and

treatment, as appropriate


General Topics that EAPs Might Address

AlcoholismDrug abuseAnxietyDepressionEating disorders

Compulsive gamblingMarital problemsFinancial problemsPersonal problems


Issues/Outcomes Affected by EAPs

ProductivityAbsenteeismTurnoverUnemployment costsSubstance abuse treatment

AccidentsTrainingReplacement costsInsurance benefitsEtc.


Who Offers EAPs?62% of medium- and large-sized companies33% of companies with 50+ employeesEstimated 82% of large firm employees have access to an employee assistance program


Items of ImportanceExtent of substance abuse and mental health problems faced by companiesApproaches to employee assistanceEffectiveness of EAPs in treating substance abuse and mental health problems


Substance AbuseOver 19 million Americans abuse alcohol or drugsAlcohol is involved in 47% of industrial injuriesSubstance abuse costs U.S. businesses over $100 billion per year


Reasons for Immediate Concern

Drug and alcohol users are more prone to accidents, injuries, disciplinary problems, and “involuntary” turnoverWould you want to fly in a plane with a drunken pilot?Do you want to drive a car put together by someone abusing marijuana or cocaine?


Mental HealthIt is estimated that:

18.8 million Americans suffer from a depressive illness every year23% of the American population has some sort of mental disorder5.4 % have a serious mental illness


Common Mental and Emotional Health Problems

Individual adjustmentVictim of external factors (rape, incest, battering, crime)Sexual problems, including impotenceDivorce and marital problems


Common Mental and Emotional Health Problems – 2

Depression and suicide attemptsDifficulties with family and childrenSexual harassment in workplaceLegal and financial problemsGambling addiction


Why Care About Mental and Emotional Problems?

Problems can cause: Absenteeism Poor performance and work habits Low job satisfaction Indecisiveness Interpersonal conflicts Violence and aggressive behaviors at

work


EAP Approach to Resolving Employee Personal ProblemsBasis of the EAP approach:

Work is very important to peopleWork performance can help identify an employee’s personal problemsEmployees can be motivated to seek help


Characteristics of the EAP Approach

Problem is defined in terms of job performance, rather than in clinical termsSupervisors monitor employees to identify changes in workplace behavior that indicate potential problems


Behavior Problems Indicating Possible Substance Abuse

AbsenteeismOn-the-job absencesHigh accident ratePoor job performancePoor relationships with co-workers


Constructive ConfrontationIn this approach, a supervisor: monitors performance confronts employee on poor

performance coaches to improve performance urges use of EAP’s counseling service emphasizes the consequences of

continued poor performance


The Typical EAPClear policies, procedures, and responsibilities concerning health and personal problems on the jobEmployee education campaignsSupervisory training programClinical services (In- or out-of-house)Follow-up monitoring


Effectiveness of EAPsEffectiveness is “generally accepted”Estimated 50% to 85% effectiveness rateEstimated savings of $2 to $20 per dollar invested in EAPHowever, much EAP evaluation is subjective, and strongly criticized


EAPs and the HRD Professional

EAPs are often housed within the HRD area of the organizationHRD must determine: Costs vs. benefits of the program in dollars Whether it’s cheaper to replace an individual

than to successfully treat that personHealthcare organizations are increasingly involved in EAPs (behavioral healthcare management)


Stress Management Interventions

“Any activity, program, or opportunity initiated by an organization, which focuses on reducing work-related stressors….”


What is Stress?Some environmental force affecting the individual (a stressor)Individual’s response to the stressorInteraction between individual and the stressorIndividuals react in different ways to stress


Stress Management Interventions

Educationally-Oriented Interventions Sources or stress, how it feels, how to

avoid it, how to cope with itSkill-Acquisition Interventions Provides new ways to manage stress

such as: Time management training Assertiveness training


Employee Wellness and Health Promotion

Wellness is more than the absence of diseasePromotes physical fitness and other nonstress issues: Obesity SmokingHelps control healthcare costs


Exercise and Fitness Interventions

Most popular interventionsEven modest exercise helps prevent diseaseResearch shows effectivenessProblem: Getting those who would benefit the most to exercise


Issues in Employee Counseling

Effectiveness of programsLegal issuesWho is responsible for counseling?Ethical issuesUnintended negative outcomes


Effectiveness of Counseling

Determine organizational demographicsDetermine expected participation ratesEstimate start-up and maintenance costsImplement test and tracking systemMeasure pre- and postprogram Analyze results for users and non-usersDo present and future cost-benefit analyses


Responsibility for Employee Counseling

HRD Professionals?Supervisors?Unions?Management?Individuals?What are your thoughts?


Potential Unintended Negative Outcomes

Increased worker’s compensation costsEmployee scheduling problems, increased fatigue, lower performanceConflicts at work over smoking bans


Closing ThoughtsEAPs show that companies careHRD professionals have the skills and expertise to provide EAP informationPromoting employee health and well-being can contributes positively to an organization’s bottom line.


SummaryEmployee well-being affects ability, availability, and readiness to perform a jobEmployee counseling encompasses a lot of areasIt is an HRD function that: Ensures that employees are now effective

contributors to the organization, and that they will continue to be in the future

Needs professionals who are qualified to deal with the difficult issues involved with this topic

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Employee Counseling and Wellness Services

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