1. Donald G. Jorgensen, Ph.D., CEAP Randal Brooks, MA, LPC, LISAC, CEAP Jorgensen/Brooks Group Tucson, AZ (USA) www.jorgensenbrooks.com DEMONSTRATING EAP VALUE: PREACHING WHAT YOU PRACTICE

2. DEMONSTRATING EAP VALUE How does your EAP calculate the economic benefit provided to the employer or host organization? How does your EAP calculate the economic benefit provided to the employer or host organization? How do you demonstrate the effectiveness of the EAP? How do you demonstrate the effectiveness of the EAP?

3. DEMONSTRATING EAP VALUE The 2 Key Value Indicators: The 2 Key Value Indicators: The Return on Investment – ROI EAP Service Effectiveness

4. A “FULL-SERVICE” EAP “A comprehensive or full-service EAP embraces EA core technology as the foundation or philosophy from which the service array is established.” “A comprehensive or full-service EAP embraces EA core technology as the foundation or philosophy from which the service array is established.”

5. DEMONSTRATING EAP VALUE An effective EAP outcomes system should: Address the primary needs of the host organization Address the primary needs of the host organization Document the economic benefit or ROI Document the economic benefit or ROI Provide a competitive advantage for the full service EAP Provide a competitive advantage for the full service EAP

6. DEMONSTRATING EAP VALUE “HOW an EAP communicates the value and benefit of their services is as important as WHAT information is provided to the client organization.”

7. Utilization Summary (A Typical Format) -This Period- -This Period- 1/1/2005 to 12/31/2005 Count % Count % Client Case Activity Summary Number of new cases 337 5.19% Employee Cases 232 3.57% Non-Employee Cases 105 Number of pre-existing cases with activity 27 0.42% (Cases with Contacts or Referrals) Employee Cases 16 0.25% Non-Employee Cases 11 Total for all cases 366 5.63% Employee Cases 250 3.85% Non-Employee Cases 116 Total Cases and Workplace Consults 366 5.63% Total Cases, Workplace Consults & Auxiliary Svcs. 453 6.97%

9. Economic Value Analysis and Calculation The economic value of EAP services is based upon the identified business costs associated with a specific problem suffered by the employee or their dependent. “Business costs avoided” were calculated for a ninety- day period only.

10. Economic Value Analysis and Calculation Sample Format: Service Category: # of Category Business Satisfaction Economic Clients x Cost = Cost Avoided x Rate = Value (3 mo.) Clients x Cost = Cost Avoided x Rate = Value (3 mo.) Mental Health: Depression 8 x 3,794.36 = 30,354.88 x 98% = $29,747.78 Addiction: Drug Abuse 7 x 4,278.08 = 29,946.56 x 98% = $29,347.63 Totals:15 $59,095.41

11. EAP SERVICE EFFECTIVENESS 1. Clinical Effectiveness Measure: Pre & Post EAP Problem Severity Rating Measures degree of problem resolution or improvementMeasures degree of problem resolution or improvement Rating determined by the EAP clientRating determined by the EAP client Simple data collection andSimple data collection and measurement system measurement system

12. EAP SERVICE EFFECTIVENESS 1. Clinical Effectiveness Measure: Pre & Post EAP Problem Severity Rating (2005) “How would you rate the severity of this problem?” 5 = severe1 = resolved 5 = severe1 = resolved Prior to EAP service: 4.5 average After EAP service:0.8 average

13. EAP SERVICE EFFECTIVENESS 2. Workplace Clinical Effectiveness Measure: Reduction in Absenteeism (management referrals) Questions: Average number of days absent in the 30 days prior to EAP contact? Average number of days absent in 30 days after EAP contact?

14. EAP SERVICE EFFECTIVENESS 2. Workplace Clinical Effectiveness Measure: Reduction in Absenteeism (management referrals) Questions: Average number of days absent in the 30 days prior to EAP contact? 2005: 5.6 days Average number of days absent in 30 days after EAP contact? 2005: 0.7 days

15. THE EAP IMPACT RATE A new, balanced scorecard approach to measuring the total value of all EAP services provided to an organization. The Impact Rate serves as a predictive indicator of the benefit provided by the EAP. The EAP Impact Rate provides a more accurate picture of the total level of service and support provided than a clinical utilization rate.

18. So… How Does This Report Help Me to Practice What I Preach?

19. EAP as a Commodity EAP is not an commodity – you can differentiation your “product” from another based on factors other than money. EAP is not an commodity – you can differentiation your “product” from another based on factors other than money. Don’t believe the nay-sayers. Don’t believe the nay-sayers.

20. “The Importance of Being Different “ Intuitive, Thinkers, Feeling and Sensing Intuitive – Show them the possibilities and where you are going next. Thinkers – present logical bottom-line about products and services Feelers – Present third-party endorsement and testimonials Sensors – Let them understand the context of the reports

21. If All Things Are Equal – Trust Makes the Difference  Find the value matches between you and your customer’s way of doing business  Put your customers interest first – strengthen the partnering relationship  Create continuous improvement- faster, better, easier  Manage moments of truth – interactions with the customer  Run towards problems – show your responsiveness  Document all of the above on your reports

22. Selling Points (when it’s not a commodity) Economic Value (Thinkers and Sensors Like this) Economic Value (Thinkers and Sensors Like this) Let them know right away that you are going to save them money. More than a cookie cutter EAP! Let them know right away that you are going to save them money. More than a cookie cutter EAP! Service Effectiveness ( Intuitives and Feelers like this) Service Effectiveness ( Intuitives and Feelers like this) “If we can decrease the use of sick days by 500% think of the possibilities. Look at the help we are offering!” “If we can decrease the use of sick days by 500% think of the possibilities. Look at the help we are offering!”

23. Separate Yourself From the Pack Client Satisfaction: Client Satisfaction: If you have a 97% satisfaction rate and query clients for testimonials you will make those feelers and intuitive folks very happy! “Spectacular service!” “Counselor was wonderful!” “Work relationships improved!” “Appreciate service availability!”

24. The Herd Mentality Must End  Impact Summary: If you have the ability to impact 20 – 40 % of the workforce why would you not tell management about it?  Clinical Service Utilization: Now talk about the items you usually discuss at the beginning of your report – and compare yourself with the national average (+/- 5%).  Let them know that many companies are proud of only a 2 – 3 % utilization!

25. EAP SERVICE DEMOGRAPHICS

26. Demographics “Assessed Problem”… A pretty graph, but how does that impact their business? Tell them! Tell them! “Did you know Mr. Businessman that the work group struggling the most are the 30 – 59 year olds? If it will increase productivity may we offer additional services to assist those midlife issues? “

27. Performance Standards “How does this kind of efficiency sound to you Mr. Thinker and Sensor?” Measure everything! Call ResponseTraining Scheduling Consultation services Utilization Response to inquires CISM Complaints/Resolution Reporting CyclesCompany Satisfaction WWWProblem Resolution standard Providers Satisfaction

28. Bragging Is Expected What separates you? Tell them! New newsArticles What is new in your world… your region, c ountries, business coverage (Intuitives and feelers are going to love you for this)

29. Prove Your Position Thinkers and Sensors:  Prove your data – where did you get it  Rationale behind your assumptions  Be realistic – don’t over promise  Post your citations  Encourage dialogue

30. Finally…Make It Happen Is it the truth? Don’t Over Sell Turn down business you can’t handle Do not over invest with any company or proposal Share your success Get out of your head and on the phone, on the internet and in the community

31. DEMONSTRATING EAP VALUE “EAP provider organizations who effectively communicate the value of their services in a format that respects the needs of the recipient will gain a competitive advantage in the EAP marketplace.”

32. DEMONSTRATING EAP VALUE DEMONSTRATING EAP VALUE Donald G. Jorgensen, Ph.D., CEAP Randal Brooks, MA, LPC, LISAC, CEAP Jorgensen/Brooks Group www.jorgensenbrooks.com Thank you