Post on 19-Dec-2015
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About WPO Trends Challenges ValueOptions Global Approach Global Services Delivery Clinical Excellence Shared Technology Service Promotion Q&A
Agenda
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Workplace Options – Our Company
26 years of experience - privately owned Largest Work-Life provider in the world 12,000+ individual client companies – among them:
54 Working Mother “Top 100 Companies” & 41 Fortune “Best 100 Companies to Work For” 18.5 million employees served - 1,000,000 employees served outside the US Acquisition of EAR (UK) in 2006 & EAP Solutions (Ireland) in 2007 275 employees 95 Work-Life consultants & 40 EAP Intake Specialists 100+ countries covered Provider Network of 8,000 affiliates outside the US 24/7 emergency service Only EAP in the world with a dedicated call center in Ireland
Affiliated Service Centres: - Brussels (Belgium)- Copenhagen (Denmark)- Sydney (Australia)- Hong Kong & Beijing (China) - Sao Paulo (Brazil)- Mexico City (Mexico)
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Workplace Options - Our philosophy
Equally attentive to the:
- Client company culture
- Country in which program is implemented
Focused on commonalities over differences
Customized service offering and program design
Invest in people and technology
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Quick poll
Questions for the audience:
1) Is this the first time you are being exposed to a discussion about Global EAP?
Yes – No
2) Does you organization offer an EAP outside North America – in one or multiple countries?
Yes - No
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Research tells us …
Stress is increasing everywhere:
o 28% of employees in Europe report stress at work
o Finland: 50% of the workforce reports some kind of stress-related symptoms
o Turkey: 40.2% of employee find workplace stressful
o According to the EU the cost of stress in the workplace is 20 billion euros annually
Depression is costly to employers
o China: 3% to 5% of the population is depressed
o England: estimated total costs of adult depression is €15.46 billion or €309.2 per head of population
o France: 31.9 million working days were lost because of depression
o Pan American Health Organization predicts that by the year 2010: 35 million Latin Americans will suffer from depression.
Mental Health impact the work place:
o UK: 3 out of 10 employees experience mental health problems each year
o Egypt: 70-80% of the public continues to express mental health issues as physical ailments
o Every year 93 million individual or 27% of EU population experience at least mental health disorder
Work-Life balance is difficult to achieve
o Greece: 33.4% of employee reports the job prevents giving time to the family
o Bulgaria: 31.2% of employees report they are too tired after work
o Slovakia: 16.4% of employees report their partner/family get fed up with job pressure
Sources WHO (World Health Organization); ILO (International Labour Organization); European network The European Alliance against depression European foundation for living and working conditions
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Critical incidents happen everywhere
Benefit equity
Attraction and retention of professional talent
Containment of healthcare costs (health and wellness link)
Reducing absenteeism and presenteeism
Employer of choice in a competitive global marketplace
Government legislation increasingly making corporate employer accountable for managing the soaring cost of mental health and welfare
Impact of ongoing industrialization and societal change on workforce- Increased mental health issues (depression, suicide, stress and anxiety)
- Increasing disability claims
- Blurring of boundaries between professional and personal life
- Increasingly mobile and multicultural workforce
Driving force behind Global EAP …
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EAP Concept – maximizing common elements
For employees & their eligible family members who are experiencing personal/family or work-related problems
Voluntary, confidential, professional assessment and counseling
Face-to-face or telephonic short-term (up to 8 sessions per issue per employee per year), solution-focused counseling
No cost for the employee/family members to use the service
Program accessible 24 hours a day and 7 days a week
24/7 crisis intervention
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Different cultural attitudes to counseling
Acceptance of counseling
Expectations of counseling
Seeking professional assistance/ support/ advise/coaching
Different cultural attitudes towards EAP
Relationship to workplace and the employer
Stakeholders
Challenge 1: 100 countries = 100 unique cultures
In addition to all of this is a universal concern regarding confidentiality
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Challenge 2: Delivering a “GLocal” program
Different needs of members (international assignees – foreign nationals, local nationals)
Local hot button – what will work (i.e.: Aids prevention,…)
Complexity of laws, time zones, legislation, technology
Currencies and tax implication
Accepting of the higher cost (not a commodity outside the US)
Global case management
Differences in clinical education and standards
Resources – physical/mental health, dependent care,…
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Global Service Delivery
Focus on commonalities Accessibility: 24/7 – web – phone – in-person
Timely response to and resolution of client concerns
Centralized oversight of clinical quality and standards of practice
Seamless global case management system
Innovative outcome measurement and tracking on all cases
Differences – adapt and customize as needed Unified promotional strategy adapted to local variances to ensure cultural
congruence.
Local implementation
Multi-language capabilities
Web offering
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Global Clinical Excellence
Aligning standards for clinical excellence
– Wherever possible using the US or European standards (Master level & licensed
clinician)
– On-going clinical supervision
Local/Regional Professional Associations involvement (i.e.: EAPA trainings in China)
Committee oversees credentialing for Global Network
– 8,000 credentialed individual affiliates
– 8 partners guaranteeing clinical excellence
Ongoing provider training
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Shared Technology
Telephony – Global toll free – Warm transfer options – Direct access to local providers – Collect call
Case Management System – Collecting the same data elements – Tracking service levels – Uniform reporting – global and local – Conforming to quality indicators – Measuring outcomes
Website – Shared flexible web platform – Robust content – Ease of access – Culturally appropriate – Flexibility of content
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Service Promotion
Branding
– Consult with local stakeholders for key messages
– Simple key messages and visuals
– Resonate with both international assignees and locals
Core Promotional Materials –
– Keep it simple
– Multiple formats (i.e.: posters, emails, flyers,…)
– Build on what has worked in the past
Create awareness
– Set utilization targets
– Understand needs of each target group
– Adapt messages and materials to get attention