The Value of The Value of AttendanceAttendance SupportSupportAnnette PattersonDirector, Health Management Solutions

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• Organizational culture

• Proactive Employer Approach

• Attendance Support ~ the Big Picture

• inConnection

• Success Story

Outline….Outline….

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Organizational CultureOrganizational Culture

Do you have an absence policy?Do you have an absence policy?

What does it say?What does it say?

Is it …Is it …• Disciplinary in tone

• Inconsistent and ineffective

• Lacking a formal process to support managers and/or employees

Resulting in a….Resulting in a…. Culture of Culture of

EntitlementEntitlement

Understanding the issue ……..Understanding the issue ……..

Management

Support is

key..

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Proactive instead of reactive Supports the philosophy of a safe return to work policy;

• focus on a healthy and safe work environment• modification of duties and work programs• accommodation• occupational therapy assessments• early return to work• team approach

Or is it …Or is it …

Understanding the issue …Understanding the issue …

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• Improved productivity• Reduced costs for absenteeism• Attraction & retention tool• Changes attitudes towards entitlement• Measurable results• Assists in developing solutions

• addressing workplace issues• wellness initiatives

Reality Check Reality Check

A good organizational health strategy includes an

attendance management

policy

The average duration for long-term sick leave in Canada is 11 weeks ~ early intervention is the key**

***Source: Statistics Canada, 2004

Absenteeism is often not the problem but a symptom

Absenteeism costs are on the Absenteeism costs are on the rise……..rise……..

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Cooperation is Cooperation is key…key…• Employees

• Managers

• Doctors

• Occupational Health & Safety

• Union

Enhance existing Enhance existing programs…programs…• Forms

• Procedures (fair/practical policies)

• Compliance with regulations & guidelines

Realize employer Realize employer rights…rights…• Obligations of employees

• Setting and abiding by workplace rules

• Be real, be fair, consistent and be proactive….

Proactive employer approach …Proactive employer approach …

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Why Offer Attendance Why Offer Attendance Support?Support?

Provides the opportunity to identify the• scope of absenteeism within the company

• real reasons why people are missing time

• impact of interventions (benchmarking) through measurement

• issues with return to work initiatives

• other resources that can be utilized within the community to support employees

• opportunities to integrate data from other sources (engagement surveys, HRA, EAP)

Essential in the development of a business strategy and particularly important during these economics times – “doing more with less”

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Dollars and Sense of AbsenteeismDollars and Sense of Absenteeism

Direct Costs• sick time• overtime• replacement workers• short-term disability

Indirect Costs• customer dissatisfaction• disruption of work teams• increased workplace stress• reduction in morale• missed deadlines• lost productivity• quality assurance• time to find replacement worker• strategic leadership time lost

+

EmployersEmployers pay in lost productivity & pay in lost productivity &

EmployeesEmployees pay with their health pay with their health=

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What lies beneath?What lies beneath?

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Attendance Support ~ the Big Picture

CardiovascularGastrointestinal

Cholesterol LoweringAntidepressants

DiabetesPhysiotherapy

Massage Therapy

Cold and FluSurgery

Work Related IssueMental Health

GastrointestinalMigraine

Musculoskeletal

Personal EmotionalFamily

RelationshipWork Issues

Situational StressorsLegal

FinancialNutritional

Weight ManagementFitnessNutrition

Coronary RiskWork ContentWork Culture

Reward & RecognitionBack & Neck Pain

Issue IdentificationIssue Identification

Health Experience Absence Reasons EFAP Accesses HRA Data

Identify links in data sources and where Identify links in data sources and where change can be “measured”change can be “measured”

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Success CriteriaSuccess Criteria

1. Sustained reduction in absenteeism

2. Participation rate of 95%

3. Support perceived by employees as a value added service

4. Support from human resources team

5. Enhanced process for: a. Tracking Absences

b. Capturing Reasons for Absence

c. Statistical Analysis of Data

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Experience yields Experience yields results..results..Medavie Blue Cross has been Medavie Blue Cross has been

successfully delivering attendance successfully delivering attendance support for over 10 yearssupport for over 10 years

• inConnection has provided support to clients in various industries and

differing population sizes (<100-4,000) in both unionized and non-

unionized workforces

• We are proud to promote the success we have achieved in partnership

with our clients over the past decade

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A Collaborative A Collaborative PartnershipPartnership

Health Assessment & Benefits

Health Assessment & Benefits

RehabilitationPrograms

RehabilitationPrograms

inConfidenceEFAP

inConfidenceEFAP

Attending Physicians

Attending Physicians

Employer&

Union Reps

Employer&

Union Reps

EmployeeEmployee

inConnectioninConnection

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Tracking

Attendance Support Services

Reporting Measurable Outcomes

Program Implementation Strategies

What is What is inConnectioninConnection??

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Our PhilosophyOur Philosophy

To make a connectionTo maintain confidentialityTo be supportiveTo be understandingTo be non-punitiveTo be solutions oriented

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Attendance Attendance SupportSupport

Organization’sAttendance Policy and Procedures

Organization’sAttendance Policy and Procedures

Non-punitiveNon-punitive

Team effortTeam effort

Maintain ConfidentialityMaintain Confidentiality

SupportiveSupportive

ProactiveProactive

Medavie Blue Cross inConnectionPhilosophy

Medavie Blue Cross inConnectionPhilosophy

“Early Intervention is the Key”

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inConnection ProcessinConnection Process

Low Risk• Straight Forward• Cold/Flu• Call with no follow up required

Medium Risk• Chronic illness• Medical diagnosis• RTW unclear• Case management Activity required

High Risk• Subjective Diagnosis• Mental/nervous• Work Issues • Employer Involvement• Regular contact and follow up needed

inConnection Care ManagementinConnection Care Management

HealthHealth PersonalPersonal Work Work

Individual Situational AssessmentIndividual Situational Assessment

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The inConnection Contact ProcessThe inConnection Contact Process

Employee calls work to report they will be away from the workplace

Information is entered into the inConnection system

inConnection case manager calls to offer support on the 3rd consecutive day and/or the 6th cumulative day of

absence

Individual wellness plans are developed with the employee

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Our experience and Our experience and dedication is what makes dedication is what makes us successful . . . us successful . . .

and it shows in the results

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Success StorySuccess Story

• Long Term Care Facility

– 36 residents requiring 24 hour care

– 31 year history with connection to Regional Health Authority

• 40 permanent & 17 casual employees comprised of:

– Nursing (RN’s/LPN’s & Resident Attendants), dietary, housekeeping, recreational and maintenance personnel

• Union environment

• 99% female staff

• Average age of staff is 44

• Shift work

• 35% of staff smoke

• Average 15-30 minute commute to work

• Located in a small community of

692 residents

The Goals:•Reduce trend on sick leave usage•Support organization’s Attendance Policy •Become a leader in their field•Provide reporting and analysis that current payroll system could not•Ability to make recommendations to support organizational health strategy

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The challenges…The challenges…

• Commitment of staff, union and key leaders• Communication• Had not exhausted “duty to accommodate”• Thoughts of program being punitive• Small community• Workplace respect• Culture of entitlement

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Enhancing current Enhancing current policiespolicies

1. Preliminary meeting with employer• Bring concerns to the forefront• Recognize the need for interventions

2. Quarterly employee meetings • Attendance management review & implementation of

interventions (duty to accommodate, medical interventions, ergonomics assessments, EFAP referrals, etc.)

• Build employee/employer relationships

• 2 month meetings if required

• Possible immediate interventions (modify work schedules, ergonomics, duty to accommodate)

Internal Attendance Policy

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The feedback…The feedback…

• Reports triggered the stage 1 follow up with internal program

• Union, Senior Management and HR have embraced program fully

• Internal communication improved

• Program provided feedback on employees that required immediate attention

• The organizational culture has changed

• Program has demonstrated no terminations

Linkage to all other programs for additional resources

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Employee Health – a calculated Employee Health – a calculated riskrisk

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Employee support servicesEmployee support services

Attendance Support (inConnection)

Disability Management (Medavie Blue Cross)

Workers’ Compensation (inConnection)

Organizational Health Programs: EFAP (inConfidence),

Health Risk Screenings, Wellness Initiatives

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Attendance SupportAttendance Support

The Importance of MeasurementThe Importance of Measurement

“If you can’t measure it, you can’t understand it.

If you can’t understand it, you can’t control it.

If you can’t control it, you can’t improve it.”

James HarringtonThe Improvement Process

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Thank you…

Questions?