Employee and Family Assistance Program
People Leader Orientation
Agenda
1. How EFAP can support all employees
2. Challenges for People Leaders in the Workplace
3. Addressing Sensitive Employee Related Situations
4. Shepell Supports People Leaders
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
What is covered by my Shepell EFAP benefit?
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
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 *
Help with any concern
• Nutrition/Health/
Naturopathic questions
• Workplace challenges
• Relationships
• Stress, depression,
anxiety
• Addiction concerns
• Legal/Financial worries
• Crisis
• Family/Parenting
Program accessibility - 24/7/365
Care Access Centres
My EAP Mobile App
WorkHealthLife.com
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
Employee
Organization
•
• Identifies need
for help
•
• Needs answer ASAP
•
Expert
consultation
Onsite support
Trauma
Immediate access Onsite support
to Counselor
as requested
Counselling
Counseling modality
matched to client need
and/or preference:
•
•
•
•
•
•
Face to face
Telephonic
E-Counseling
Video Counseling
First Chat
Self-Directed Online
Closure & Follow-Up
Work/Life Solution
Client matched with
appropriate professional
•
•
•
•
•
•
Legal
Financial
Family Support Solutions
Nutrition
Naturopath
Health Coaching
WorkHealthLife.com – go-to online
EFAP resource centre
Average of 29,114 unique visitors each month
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
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.
Challenges for People Leaders in the Workplace
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.
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.
Addressing Sensitive Employee Related Situations
The Challenge for People Leaders
Group Discussion
How do you know when an employee is in trouble?
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
Source of the Problem
Workplace symptoms are only the “tip of the iceberg”
WHAT YOU SEE
Troubled employee
in the workplace
Lateness
Withdrawal
Mood Swings
Emotional outbursts
Work Issues
Environmental
Interpersonal
Job-Related
Life Issues
Stress/Emotional
Relationships
Legal/ Financial
Addictions
Health Issues
WHAT YOU DON’T
SEE
Confidential – Not for Distribution
19
Heart Health
Nutrition
Sleeping
Depression
Morneau Shepell
Addressing Sensitive Situations
Stepping in to Help Out
Observe
Assess
Document throughout
Follow up
Inquiry
Discuss
solutions.
Offer help
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
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
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.
Addressing Sensitive Situations
Step Three: Communicate Continued…
Common employee reactions to
an offer of EFAP support
• Denial that an issue exists
• Concerns about EFAP
confidentiality
• Belief in the stigmas
associated with seeking help,
(e.g. a sign of weakness)
• Heightened emotions
Ways a Manager can be prepared
to respond
• Normalize the situation, (e.g.
EFAP is widely used today for
all kinds of life challenges)
• Re-assure EFAP confidentiality
• Be prepared with EFAP
literature and information
Addressing Sensitive Situations
Step Four: Discuss Solutions, Offer Help
Source of problem
Work
(i.e. interpersonal conflicts, ergonomic
issues, organizational change, workload,
attendance concerns, harassment,
violence)
Health
(Change in health status of employee or
family member; side effects of
medication, chronic conditions, new
conditions)
Life
(Marital issues, family, change in family
makeup, childcare, legal, financial
concerns)
Primary
Responsibility
Manager/Supervisor
with the Employee
Employee
Employee
Resources to support
Primarily resolved in the
workplace
• Policy and Procedures
• Consultation with Human
Resources
• EFAP Support
Referral to professional
health services or EFAP
• Consult with Family Doctor
• EFAP
Referral to EFAP or
community resources
• EFAP
• Community Resources
• Personal Resources
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
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.
Shepell Supports People Leaders
Employee Support Solutions
Employee & Family
Assistance Programs
Workplace Learning Solutions
Targeted Health Solutions
 Domestic EFAP
 Mental Health Training
 Workplace Referral Program
 Global EFAP
 Workplace Training
 Depression Care
 Traumatic Event Support
 Mediation/Coaching/Investigations
 WorkAssist
 Substance Abuse
Program/Structured Relapse
Prevention Program
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.
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.
People Leader Supports
Online Manager Resources
Career and Workplace
Healthy Working Newsletter
WorkHealthLife Blog
HR Fundamentals Microsite
EFAP Manager
Consultations
EFAP People
Leader Guide
EFAP Promotional Tools
Brochure
Postcard
Magnet
Wallet Card
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**
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