Overview of International EAP OptionsSupport Around the World

September 2008

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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,…

ValueOptions Global Model

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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

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Questions?