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Employee Assistance Program Presentation

• Deer Oaks is a nationwide Employee Assistance, Work/Life, and Wellness Organization

• Deer Oaks was founded in San Antonio in 1992 and is owned by psychologist, Paul Alan Boskind, Ph.D.

• Deer Oaks offers a combined network/staff based model comprised of clinicians trained in evidence-based short- term models of cognitive behavioral therapy.

• Deer Oaks offer a multidisciplinary team of EAP specialists nationwide available 24/7 for EAP assessments, counseling, training, and referrals.

Who is Deer Oaks?

The Deer Oaks Mission

To offer assessment, counseling, guidance, resources, and referrals to employees and their family members in order to maximize their well-being and commitment to their work.

To partner with employer groups toward goals of increasing productivity, morale, health and wellness, while reducing absenteeism, turnover, violence, and unhealthy workplace patterns.

To provide short term education, prevention, and solution-focused health and wellness interventions that will help to reduce unnecessary medical claims costs and control employer group health plan premiums.

Capabilities & Experience

• Largest provider of EAP/Work-Life Services to public employer groups in Texas, North Carolina, and Arizona

• Currently serving over 250 employer groups and 500,000 member lives

• Core competency in EAP/Work-Life industry with over 14 years of experience

• Nationwide Network of 10,000 EAP Specialists for geographic ease of access. Will add to our network at participants request.

• Large clinical team

• Quality Assurance Program

Our Goal to the Employer

                                                                                       

To offer support, education and consultation to managers, supervisors, and human resource directors regarding workplace policies and issues pertaining to….

• Responsibilities of managing & supervising– Organizational Consultation– Team Building– Workplace Violence– Employee Safety & Training– Employee Health & Productivity – Unlimited CISD– Unlimited DOT/SAP Services– Fitness for Duty Evaluations– Mandatory Referrals

Deer Oaks EAP Serving Many Political Subdivions

Local employer groups that have chosen Deer Oaks as their EAP benefit provider

- Bexar County, TX - City of Laredo, TX - Grayson County, TX- Chaves County, NM - City of Midland, TX - Montgomery County,

TX- City of Brownsville, TX - City of Mission, TX - NVEAC Northern- City of Carrollton, TX - City of Missouri City, TX Virginia EAP- City of Corpus Christi, TX - City of Olathe, KS Consortium- City of Farmington, NM - City of Peoria, AZ - State of North- City of Kansas City, MO - City of San Antonio, TX Carolina (44 Agencies)- City of Killeen, TX - City of Schertz, TX - Health and Human- City Of Lawton, OK - City of Waco, TX Services Commission- City of Litchfield Park, AZ - Clay County, MI (5 Agencies)

And More, Totaling over 160,384 lives

Deer Oaks EAP Services

• An EAP or Employee Assistance Program is a link to wellness resources and short term counseling services.

– EAP 3 Session Model = Up to 3 visits per person, per problem, per year.

– EAP 6 Session Model = Up to 6 visits per person, per problem, per year.

• EAP Referral (Gatekeeper Level 1)

– All employees and dependants would call Deer Oaks to

both access their EAP as well as the behavioral health

benefits.

• EAP Gatekeeper (Gatekeeper Level 2)

– Deer Oaks provides initial assessments, authorizations,

pre-certifications, concurrent reviews, and follow-up monitoring

• Billed quarterly, due on the 1st day, of the 1st month of each

quarter.

• Deer Oaks offers licensed Utilization Management services for the behavior

health and substance abuse benefit nationwide.

Gatekeeper Managed Health Services

EAP Referral (Gatekeeper Level 1)– 3 Session w/ Level 1 = $1.34– 6 Session w/ Level 1 = $1.65

EAP Gatekeeper (Gatekeeper Level 2)– 3 Session w/ Level 2 = $1.70 – 6 Session w/ Level 2 = $2.01

EAP 3 Session Model = $.96

EAP 6 Session Model = $1.27

Types of Referrals

• Self referral – when employee identifies a need to speak with a

counselor.

• Suggested referral– when supervisor identifies a pattern of absences,

tardiness, decrease productivity or overall concern in the work place he/she can recommend the EAP.

• Mandatory referral– when supervisor is mandating employee to the EAP

in conjunction with a disciplinary action.

Implementation Plan

• 60 day lead time

• Meeting with the director of human resources

• Transition of Active Cases- Tranquil Transitions Program

• Transition of DOT case management

• Transition of UR function

Program Education

• Wallet Cards

• Brochures

• Posters

• Newsletters

• Orientation Videos

E M P L O Y E E A SSI S T A N C E P R O G R A M

Your free, confidential EAP benefit includes short-term

counseling and referrals for you and your dependents.

Stress Depression Anxiety Anger Substance Abuse Confusion Relationships

Marital/Family Issues

Workplace Problems

Referrals for Legal, Financial, and Medical Assistance www.deeroaks.com

E M P L O Y E E A SS I ST A N C E P R O G R A M

Toll Free: (866) EAP-2400

Website: www.deeroaks.com

E-mail: eap@deeroaks.com

Help is just one phone call away...

Program Design

• Employee Wellness Seminars• Supervisor Trainings• Management Consultations• Visit Model• Work-Life Services• Wellness Services• Community Link Program

                                                                                       

EAP Services

• 24/7/365 access for employees and household members

• Accessible toll-free number• Completely confidential & HIPAA compliant• The current telephone system is successfully handling

a call volume of approximately 100 external calls per day, or 2000 per month, with the capacity to handle many more calls

Call Center Statistics

Measurement Standard Actual Results 2005 Actual Results 2006

Average Speed to Answer

14 seconds 9 seconds 13 seconds

Average Time on Hold 15 seconds 11 seconds 11 seconds

Average Length of Call 12 minutes 13.5 minutes 13.5 minutes

Abandonment Rate < 2% 1.87 % < 1%

AVERAGE WAITING PERIODS FOR OUR APPOINTMENTS:Diagnostic Assessments: 24-72 hoursMandatory referral assessments: 24-72 hoursRoutine counseling: 24-72 hoursEmergency/urgent care: immediate accessAfter hours/holiday care: Many of our offices have evening

hours available Financial counseling: 24-72 hoursLegal counseling: 24-72 hours

Assessment & Referral

• Telephonic triage

• Face-to-face diagnostic assessments

• Treatment planning

• Telephonic/face-to-face counseling per visit model

• Referrals as needed to health plan for medical care, long-term behavioral health care, and/or inpatient hospitalization

Counseling

• Short-term counseling• Telephonic & face-to-face• Cognitive-behavioral model• Effective and holistic• Involve entire family system

when applicable• Counseling for all ages and all

types of problems• Crisis counseling

Types of Problems• Legal difficulties• Relational/Marital issues• Stress/Anxiety• Child/Adolescent Problems• Work-related problems• Addiction/Substance abuse • Depression/Grief• Anger Management• Emotional/Personal problems• Financial problems• Violence prevention

Take the High Road!

Your ride is on us !

Just turn in

your receipt!

Legal/Financial Services

• Legal Assist– Free 30-minute initial visit with in-plan attorney– 25% reduction in fees following retainer– Onsite legal seminars– Legal document reviews– Telephonic and web-based legal resources– Electronic legal library

• Frank about Finances– Free 30-minute initial visit for financial planning and counseling– Reduced rates on certified financial planners– Quarterly newsletters on financial topics– Online links to financial resources, budget templates, calculators– Resources for combating identity theft

Work/Life Services• Childcare/Eldercare Services

– Referrals for child day care, respite care, assisted living, nursing home care

– Assistance with access to Medicare resources– Resources for Alzheimer’s Disease and other

issues of aging• Balancing Work & Family• Maternity at Work (MAW) Program• Relocation Assistance

Health & Wellness Services

• Matters of the Heart Program– Quarterly newsletters on health topics– On-site seminars

• Healthy Weight Management

• Smoking Cessation

• Stress Management

- Resources, tips, tools, articles, videos on health-related information at www.deeroaks.com

- Onsite “Ask a Physician” seminars twice per year- Tele-Disease Management Coaching

The Resource Experts

• E-Toolkits - Online resources – articles, tools, tips, power point presentations, links, personal plans, chat

rooms, discussion boards, elder assistance, health and wellness, legal and financial assistance

• Electronic newsletters• Resources for HR departments, managers, supervisors

– Web-shared brochures, power-point slide shows, conferencing.

• Referrals to attorneys, mediators, faith-based counselors, financial planners, support groups and community assistance organizations

• Resource network including health plan providers, DOT SAP providers

• Support Groups for cancer, depression, divorce, parenting, Alzheimer's, etc…

Employer Services

• Management Assistance Program:– Supervisor Training– MISSION Program– Lend an Ear/Validating Voices– Mandatory Referrals

• Employer Reports for Return-to-Work• Case Management

– Performance Improvement Program– Supervisor Supplement E-newsletter– Workplace Violence Prevention– Diversity Training– Team Building– Validating Voices Program

RESULTS Program

Deer Oaks will partner with the HR Department to examine the impact of the EAP on absenteeism, turnover, employee morale and productivity as compared to industry standards.

The MISSION Program

Through this program, the Mission of the EAP and the Mission of the HR Department are intertwined.

Deer Oaks will….• Modify and Individually-Tailor the EAP benefits to fit

with HR’s Mission • Initiate a telephonic assessment of the needs

of the HR department. • Suggest possible solutions. • Continuously coordinate with HR to monitor

and manage goals.

The MAP Program

Often there can be an environment in which employees and management have become estranged and separated by a wall of distrust.

The MAP interventions can help to bring this wall down and open the path for healthy workplace communications and systems.

The MAP program also offers telephonic consultation to managers & training to supervisors, as

well as electronic newsletters on human resource and supervisory topics.

Unlimited Critical Incident Stress Debriefings

• Follow Gold Standard – Mitchell Model

• Onsite within 24 hours of request •

• Let the employer define the critical incident

• Doctoral level clinicians

• Education/Support on coping with traumatic events

• Follow-up with referrals to EAP

• Expertise – Providers who have been recognized by the American Psychological Association and the American Red Cross for Disaster Assistance

                                                                                 

Training

• One of the most proactive and comprehensive approaches to training in the industry.

• PEPM includes:– 10 Employee Wellness/ Supervisor Seminar Topics– Employee & Management Training:

• Employee Wellness Training• Supervisor Training• 4 Financial Seminars• 4 Legal Seminars• DOT Reasonable Suspicion and Drug

and Alcohol Education Training

» Unlimited online access to training seminars

Program Evaluation

• Quarterly Utilization Reports • Employee Satisfaction

Surveys• Treatment Results• Employer Satisfaction

Surveys• 100% Follow-up• Case Management for all

Mandatory Referrals• Training Seminar Surveys

Quality Assurance

• The quality assurance committee meets weekly.Current Statistics for City of Carrollton:

• Patient Satisfaction Survey Results:– 1st Quarter January to March 2007 Patient Satisfaction Survey Results

averaged 100% satisfied with EAP Services.• Treatment Outcome Results:

– 1st January to March 2007 Treatment Outcome Survey Results:

Treatment Outcome data notably indicated an average of 19% improvement in presenting symptomatology from the point of intake to follow-up. This is significant given the short-term native of EAP counseling. The greatest degree of improvement for the participants was observed in the area of being fearful marked at 42% and in the area of being upset which was marked by 35% reduction in symptom severity.

• Expertise in multiculturalism and diversity training

• Emphasis on customer service and employer group satisfaction

• EAP clinicians available throughout the state and nation-wide

• Expertise in child/adolescent issues and geropsychology

• Knowledgeable about all areas of psychopathology ensuring successful referrals when needed

Value Added Services From Deer Oaks

• Customized Programs: emphasis on flexibility & individually tailored services

• A more personal approach to EAP: no voice mail mazes; talk to a live person, rapid response to needs, 100% client follow-up

• A more comprehensive EAP for a greater value

• Systemic and effective clinical approaches

• Proactive approach to education, prevention, work/life, and wellness services

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Thank You For Your Time! Deer Oaks is honored to serve the employees and

families of

PEBA