Making Effective Referrals to the Employee Assistance Program
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- Jemimah Poole
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1 Making Effective Referrals to the Employee Assistance Program Florida Association of School Personnel Administrators Conference Presented by: Melvina MacDonald, Director The Employee Assistance Tallahassee Memorial
2 Introduction Our goals will be to: Introduce qualities of an effective Employee Assistance Program Discuss how to use the program as a management tool, proactively and on a routine basis Describe how to use EAP for consultation and support Describe performance indicators Discuss barriers- supervisor and employee
3 What has your experience been using EAP as a management tool? Positives & Challenges
4 What is an Employee Assistance Program? A worksite-based program designed to assist: 1. Work organizations in addressing productivity issues 2. Employee clients in identifying and resolving personal concerns, including, but not limited to health, marital, family, financial, alcohol, drug, legal, emotional, stress, or other personal issues that may affect job performance
5 Why have an EAP? Philosophy and basic components Outcome statistics and return on investment Your need as a supervisor
6 EAP Services Consultation with supervisors On-site presence for crisis and conflict situations Assessment and short-term problem resolution Referral to community resources Follow up monitoring of performance based referrals
7 EAP Services CISD and Trauma Response Awareness Materials Employee & Supervisor Orientation 24/7 Crisis intervention Drug-free Workplace Training & Specialty Services
8 Qualities of an Effective EAP Provider Work-site based Strong local presence Expertise in delivery of EAP services as evidenced by membership with EAPA Inc. & business references Responsive, responsive, responsive Certified Employee Assistance Professionals Delivery of EAP core technology
9 1-800-CALL EAP Better than nothing Cheaper Impersonal Not familiar with organization
10 BRANCH OFFICE EAP Better than Service Main office is out of town Are local providers EAP professionals? Are Administrators locally available?
11 PROFESSIONAL LOCAL EAP Best available service Local EAP Administration EAP Professionals Knowledge of local services Familiar with work Organization
12 3 Ways to Refer Self Supervisor Mandatory contact your HR EAP Coordinator Tip: See Your EAP policy
13 EAP Success Stories Video Presentation: EAP Today
14 Appropriate Referrals Chronic, on-going employee performance problems Acute crisis, particularly if suicide or violent behavior is threatened TIP: EAP is not designed to replace normal supervision or disciplinary action; it is an additional tool.
15 Your Role as a Supervisor Motivate Document Evaluate Coach Intervene & Refer Tip: Use your people skills but not your diagnostic clinical skills!
16 Job Performance Indicators What are they? Job performance Behaviors
17 Performance pattern of overall declining productivity increased safety breaches and accidents suspicious property losses decreased work quality increased errors increased time to complete missed deadlines conflict with co-workers or super
18 Behavior changes in mood changes in personal appearance changes in habits isolation from workers and responsibility overreaction to real or imagined criticism increased negative comments increased personal calls
19 Behavior (continued) unusual absenteeism or tardiness frequent or prolonged absences for work site preoccupation with personal concerns sleeping on the job financial problems borrowing money
20 Steps to Making an Effective EAP Referral Be direct Identify the performance problem Stick to objective data Do not go into personal issues or diagnose the problem Do not threaten
21 Steps to Making an Effective EAP Referral Be objective Remind about confidentiality Use the Sometimes Speech Regardless, follow up in 30 days for performance improvement.
22 Barriers to Referral Supervisor barriers avoiding conflict - using the hope method misguided sense of responsibility supervisor s own problems betrayal of the employee fear of retaliation others?
23 Barriers (continued) Employee barriers Defensiveness Others?
24 What to Expect from Your EAP? Appointment scheduled within 2-5 business days Emergency appointments Feedback regarding attendance & recommendations, when employee signs release of information
25 What to Expect from Your EAP? Monitoring of employee s follow through Consultation regarding performance issues On-site presence for crisis and conflicts Licensed and certified counselors knowledgeable in work and personal counseling
26 What Your EAP expects of you? Phone call to discuss performance concerns Documentation of performance concerns Discussion with employee of those concerns Follow up with employee within 30 days to discuss improvements Maintain confidentiality
27 What This Means EAP is one of the most effective management tool you have for resolving performance issues. Remember - Refer Early and Routinely using the Sometimes Speech The ultimate success of EAP rests with the supervisors.
28 Evaluation and Questions What will you take away and apply to REAL LIFE situations? Is there anything we left out?
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