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Werner & DeSimone (2006) 1
Employee Counseling and Wellness Services
Chapter 11
Werner & DeSimone (2006) 2
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
Werner & DeSimone (2006) 3
The Need for Employee Counseling
Have 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?
Werner & DeSimone (2006) 4
The Need for Employee Counseling – 2
Personal problems are a part of life
Personal problems affect job performance
Healthcare costs continue to rise
Reducing tardiness, absenteeism, lost time and worker’s compensation saves money
Reducing turnover can improve productivity and the bottom line
Werner & DeSimone (2006) 5
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
Werner & DeSimone (2006) 6
Employee Counseling as an HRD Function
Counseling serves the same goal as other HRD activities Improving/maintaining worker
performance
Same techniques are used, especially coachingSame kinds of analysis and planning needed
Werner & DeSimone (2006) 7
Overview of Counseling Programs
Problem IdentificationEducationCounselingReferralTreatmentFollow-up
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Problem Identification
Screening deviceAbsenteeism recordsSupervisor’s observationsReferralVoluntary participation
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Education
PamphletsVideosLecturesUnsolicited Television Radio Other media
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Counseling
Needs a non-threatening person with whom the worker can discuss problems and seek help. Options include: Supervisor/coach Ombudsman HRD Counselor Professional Counselor
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Referral
Directing employee to appropriate resources for assistance – e.g., Physician Substance abuse treatment center Marriage counselor Alcoholics Anonymous (AA) Other options (clergy)
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Treatment
The actual intervention to solve the problem – e.g., Group therapy Medications Individual therapy Psychological therapy
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Follow-up
Needed to: Ensure the employee is indeed
carrying out the treatment Obtain information on employee
progress Ensure that referrals and treatment
are effective
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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
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Who Provides Employee Counseling?
Depends on the organization and organizational cultureCan be done using: Corporate resources (In-house) Outside resources (Out-of-house)
Werner & DeSimone (2006) 16
In-House Efforts
Advantages: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
Werner & DeSimone (2006) 17
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
Werner & DeSimone (2006) 18
Characteristics of Effective Programs
Top management supportClear policies and proceduresCooperation with unions and employee groupsA range of care: Referral to community resources Follow-up
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Characteristics of Effective Programs – 2
Policy of guaranteed confidentialityMaintenance of records for program evaluationHealth insurance benefit coverage for servicesFamily education
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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
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General Topics that EAPs Might Address
AlcoholismDrug abuseAnxietyDepressionEating disorders
Compulsive gamblingMarital problemsFinancial problemsPersonal problems
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Issues/Outcomes Affected by EAPs
ProductivityAbsenteeismTurnoverUnemployment costsSubstance abuse treatment
AccidentsTrainingReplacement costsInsurance benefitsEtc.
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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
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Items of Importance
Extent of substance abuse and mental health problems faced by companies
Approaches to employee assistance
Effectiveness of EAPs in treating substance abuse and mental health problems
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Substance Abuse
Over 19 million Americans abuse alcohol or drugsAlcohol is involved in 47% of industrial injuriesSubstance abuse costs U.S. businesses over $100 billion per year
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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?
Werner & DeSimone (2006) 27
Mental Health
It 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
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Common Mental and Emotional Health Problems
Individual adjustmentVictim of external factors (rape, incest, battering, crime)Sexual problems, including impotenceDivorce and marital problems
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Common Mental and Emotional Health Problems – 2
Depression and suicide attemptsDifficulties with family and childrenSexual harassment in workplaceLegal and financial problemsGambling addiction
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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
Werner & DeSimone (2006) 31
EAP Approach to Resolving Employee Personal Problems
Basis 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
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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
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Behavior Problems Indicating Possible Substance Abuse
AbsenteeismOn-the-job absencesHigh accident ratePoor job performancePoor relationships with co-workers
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Constructive Confrontation
In 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
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The Typical EAP
Clear 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
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Effectiveness of EAPs
Effectiveness 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
Werner & DeSimone (2006) 37
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 person
Healthcare organizations are increasingly involved in EAPs (behavioral healthcare management)
Werner & DeSimone (2006) 38
Stress Management Interventions
“Any activity, program, or opportunity initiated by an organization, which focuses on reducing work-related stressors….”
Werner & DeSimone (2006) 39
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
Werner & DeSimone (2006) 40
Stress Management Interventions
Educationally-Oriented Interventions Sources or stress, how it feels, how to
avoid it, how to cope with it
Skill-Acquisition Interventions Provides new ways to manage stress
such as: Time management training Assertiveness training
Werner & DeSimone (2006) 41
Employee Wellness and Health Promotion
Wellness is more than the absence of diseasePromotes physical fitness and other nonstress issues: Obesity Smoking
Helps control healthcare costs
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Exercise and Fitness Interventions
Most popular interventionsEven modest exercise helps prevent diseaseResearch shows effectivenessProblem: Getting those who would benefit the most to exercise
Werner & DeSimone (2006) 43
Issues in Employee Counseling
Effectiveness of programsLegal issuesWho is responsible for counseling?Ethical issuesUnintended negative outcomes
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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
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Responsibility for Employee Counseling
HRD Professionals?Supervisors?Unions?Management?Individuals?What are your thoughts?
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Potential Unintended Negative Outcomes
Increased worker’s compensation costsEmployee scheduling problems, increased fatigue, lower performanceConflicts at work over smoking bans
Werner & DeSimone (2006) 47
Closing Thoughts
EAPs 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.
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Summary
Employee 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