Expert-Aide Key person Orientation. Agenda 1.Understanding the need for Expert-Aide, your Manager...

Expert-AideKey person Orientation

Agenda

The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

2

Expert-Aide services are provided by Standard Life in association with Homewood Health™, a trusted Employee Assistance Program (EAP) provider who has been offering services since 1979.

The Need for Support

Rising costs of mental illness1/3 of long-term disabilities are due to mental or nervous disorders.

- Standard Life long-term disability claims data.

Higher demands on supervisors/managers/key persons

• 80/20 rule (20% of your staff takes up 80% of your time)• Pressure to manage your “management style”• Expectations to do more with less


3

About Homewood Health™

• Canadian EAP organization since 1979

• Leader in mental health and addiction services

• Standard Life’s business partner for Expert-Aide services

• 1,200,000 employees and family members covered in Canada

• Over 3,500 counsellors across Canada


4

Expert-Aide as a Resource

What is Expert-Aide?

• Confidential 24/7 help line • Voluntary, confidential, short-term counselling and support

services for key persons• Available by phone, online and in person

• Access to a network of specialists for professional consultation and coaching on a wide range of problems

• Online key person resources/tools• Key Persons can refer employees for short-term counselling

Eligibility

Who is eligible?

• Managers/Key Persons• Referred employees


6

Counselling


7

Expert-Aide can help with

• Family matters: relationship issues, youth or parenting issues, blended family challenges

• Couple issues: such as relationship issues and separation/divorce

• Work-related problems: professional burnout, stress, career orientation and job dissatisfaction


8

Expert-Aide can help with


9

• Personal/Mental health problems: depression or anxiety, grief, bereavement, isolation, anger, low self-esteem

• Addictions: compulsive gambling, alcohol and drug abuse

• Health problems: such as chronic illness and pain

• And more

Expert-aide as a Manager Resource

Manager consultation and coaching

• Professional advice from experienced counsellors

• Support in managing employees who are facing difficulties that may impact work performance


10

Expert-Aide as a Manager Resource


11


3 types of referrals

Self-Initiated Referral

Assisted Referral

Formal Referral


12


Online educational resources for managers

• Key Person Health Library with leadership articles to support productivity, and Self-Help Guides on a variety of workplace situations (Adapting to change, Helping grieving employees, How to defuse entrenched conflicts, etc.)

• Key Person Orientation to learn the warning signs of a troubled employee; learn how to support employee performance; or better understand available services

• Vitality! Newsletters Quarterly newsletters on various workplace topics and services (managing a multi-generational workforce, supporting employees in returning to work, anger in the workplace, etc.)

Accessed through www.standardlife.ca/eap


13

http://www.standardlife.ca/eap

5 for key persons

• Leading the Human Side of Change• Values-Based Leadership• Fundamentals of Effective Supervision• Managing Sensitive Employee Issues• Supporting Respect in the Workplace


14

E-Learning courses:


Work-Life Balance Services

What are Work-Life Balance Services?

• Professional assessment, information and coaching on a wide range of issues• Support to prevent everyday challenges from escalating into more serious life

or health problems• Specialists listen and offer customized information and resources to help with

each specific situation• Access by phone


15

Family Support ServicesChildcare and Parenting / New Parent Support•Practical advice for new moms and dads•Transitioning back to work•Childcare resources, e.g., sourcing daycare options•Children with special needs, e.g., autism or requiring additional support


Elder and Family Care•Homecare advisory service, e.g., options for maintaining a relative’s ability to live independently in their own home•Qualified eldercare professionals


16

Family Support ServicesRelationship Solutions

•Coaching on relationship and/or communication challenges•Couple relationship resource tool kit •Tips on resolving conflict and differences to enhance your relationship with your partner



17

Personal Resources

Career Planning / Workplace Issue Counselling• Job concerns and conflicts with colleagues or supervisor• Time management

Financial counselling• Establishing a budget• Debt resolution

Legal advisory service• Finding a helpful and affordable lawyer• Guidance on separation or writing a will



18

Personal Resources


Pre-retirement Planning• Assessment of psychological, emotional and financial

needs to prepare for retirement

Shift Worker Support • Keeping sleep patterns and other health issues on

track• Keeping family relations harmonious


19

Online Services

Go to www.standardlife.ca/eap


20

Online Services


21

Online Services


22

Online Services

Recognizing the “Troubled Employee”

Red flag indicators

Accidents• More accidents or frequent near misses• Inattentiveness to safety procedures

Attendance/sickness• Increased number of sick days• Lateness—arrival/breaks• On-site absenteeism (“presenteeism”)

Quality/quantity of work• Errors and omissions • More time required to complete tasks • Missed deadlines• Confusion and concentration lapses


33

Recognizing the “Troubled Employee”

What to look out for?

Poor physical appearance• General deterioration • Weight loss/gain• Looks sick or fatigued

Negative attitude/low morale• More frequent excuses and defensive behaviour• Blaming and critical of others• Poor cooperation with others

Changes in normal behaviour• Changes in attitude• Strong emotional reactions


34

Suggesting Expert-Aide

How to suggest Expert-Aide?

• Show empathy for the employee’s situation• Focus on work performance issues—don’t play “therapist”• Suggest Expert-Aide as a potential resource and have information about it

handy• Clearly outline the confidentiality of the program


35

Suggesting Expert-Aide

How to suggest Expert-Aide?

• Remind them that fully bilingual services are available 24/7• Remind the employee that they need to confirm their manager’s identity and

that their manager’s had referred them.• Make sure employees receive information on the services and help line—hand

out the referral card.• To access the service, the employee must provide their group insurance policy

to Expert-Aide.


36

Accessing Expert-Aide

Expert-Aide appointment process

• Immediate support for crisis situations

• First appointment booked or call-back within 24 hours

• First session offered within three (3) business days

• Ability to match according to preferences, modality of counselling, location and issue presented


37

Confidentiality

Employee participation as well as the content of the discussions with the counsellor are

Confidential information

• Appointments are arranged to preserve anonymity• A professional code of ethics is followed• Files are securely kept on Homewood Health premises• If required, information is released only upon employee’s informed,

written, legal consent (exceptions: children at risk, risk to self or others, subpoena)


38

Providing Feedback

We value your feedback.

You can help us improve our services. Ask your employee to:

• Call the confidential help line services • Notify us of any concerns about the Expert-Aide service• Provide your comments through our Client Satisfaction Survey


39

Providing Feedback


40

Getting help

Help is available Canada-wide

24 hours a day,

7 days a week

Confidential help line

1 855 263-8648

1 888 384-1152

Secure website

standardlife.ca/eap


41

Questions / comments


42

Expert-Aide Key person Orientation. Agenda 1.Understanding the need for Expert-Aide, your Manager...

Documents

Transcript of Expert-Aide Key person Orientation. Agenda 1.Understanding the need for Expert-Aide, your Manager...