Employee and Family Assistance Program People Leader Orientation

Agenda 2. Challenges for People Leaders in the Workplace 3. Addressing Sensitive Employee Related Situations 4. Shepell Supports People Leaders 1. How EFAP can support all employees

About Shepell Largest EFAP provider covering 10,000 organizations and 8 million employees and their families. Accredited by Council of Accreditation Broad suite of services addressing mental, physical and social health Over 100 offices & 3,000 + counsellors across North America

What is covered by my Shepell EFAP benefit?

Understanding your Shepell EFAP Voluntary Confidential Help for work, health, life issues faced by you and your family No cost to you or your eligible family members

Confidentiality is Key No one will know you have used the EFAP unless YOU tell them Convenient counselling locations – close to home or office or online No back-to-back appointments with others from your organization Discreet, non-identifying messages Confidential records Online services and programs are firewall and password protected * Confidential within limits of the law *

Help with any concern Nutrition/Health/ Naturopathic questions Stress, depression, anxiety Legal/Financial worries Family/Parenting Workplace challenges Relationships Addiction concerns Crisis

Program accessibility - 24/7/365 My EAP Mobile App WorkHealthLife.com Care Access Centres

EFAP Intake and Assessment 24 / 7 / 365 Access to Bilingual Intake Professional Immediate Assessment of Caller’s Needs Work/Life Solution Client matched with appropriate professional Legal Financial Family Support Solutions Nutrition Naturopath Health Coaching Closure & Follow-Up Counseling modality matched to client need and/or preference: Face to face Telephonic E-Counseling Video Counseling First Chat Self-Directed Online Urgent Request/ Crisis Situation Employee Identifies need for help Needs answer ASAP Organization Expert consultation Onsite support Trauma Immediate access to Counselor Onsite support as requested Non Urgent Requests Counselling

WorkHealthLife.com – go-to online EFAP resource centre Average of 29,114 unique visitors each month

My EAP mobile device application – on-the-go EFAP support Immediate access to counselling First Chat E-Counselling Interactive tools: Relationship Meter & Stress Index Health and wellness articles, videos Download on every device - scan code or visit workhealthlife.com workhealthlife.com Learn more on YouTube YouTube

Quality Assurance – we value your feedback! After you use the EFAP you may receive: A voluntary satisfaction survey A telephone follow-up call by an EFAP service representative with your consent Your EFAP is committed to ensuring the resources and support you receive are the right fit for you. If you have any questions about the service, please contact us immediately.

Challenges for People Leaders in the Workplace

Signs of a Troubled Employee Have you ever… Been confronted with an employee in distress and wanted to help, but didn’t know what to say or do? Witnessed an employee as he or she tried to manage a difficult family situation? Known that an upcoming workplace change was going to be difficult for one or two employees in particular? Noticed a ‘high performer’ falling behind in his or her work? …the EFAP can help support you.

The Challenge for People Leaders The effects of personal and work-related problems on an employee’s ability to perform are more common than you think. Consider… More Canadians are taking medication for health conditions. Employer health costs continue to rise. More employees are absent from the workplace due to mental health issues. Mental illnesses continue to impact the Canadian economy and billions of dollars are lost each year. The public health system continues to be overstretched. High stress levels and mental health problems can cause other health conditions.

Addressing Sensitive Employee Related Situations

The Challenge for People Leaders Group Discussion How do you know when an employee is in trouble?

Signs of a Troubled Employee Lateness or frequent breaks Excessive sick leave & ‘presenteeism” (on the job absenteeism) Reduced quality of work or missed deadlines Confusion or forgetfulness Withdrawal / avoidance Changes in physical appearance Employee conflict Inappropriate behaviour, mood swings, negative attitude High rate of accidents

Morneau Shepell 19 Confidential – Not for Distribution WHAT YOU SEE Life Issues Stress/Emotional Relationships Legal/ Financial Addictions Health Issues Heart Health Nutrition Sleeping Depression Work Issues Environmental Interpersonal Job-Related WHAT YOU DON’T SEE Lateness Withdrawal Mood Swings Emotional outbursts Troubled employee in the workplace Workplace symptoms are only the “tip of the iceberg” Source of the Problem

Addressing Sensitive Situations Stepping in to Help Out Document throughout Follow up Observe Assess Inquiry Discuss solutions. Offer help

Addressing Sensitive Situations Step One: Observe What kind of performance issues are you observing? Note the changes in behaviour, performance or physical appearance Any trends, patterns or the duration Keep notes for yourself, document your observations

Addressing Sensitive Situations Step Two: Assess Reflect on your Observations – what is happening here? Recognize that your assumptions are just that: you do not have the total picture (iceberg) Get assistance – consult with HR/ER, Attendance Management and or your EFAP

Addressing Sensitive Situations Step Three: Communicate Take time to plan the meeting: Consider when it would be the right time to approach the staff member. Where would be the appropriate place to meet? Plan to discuss concerns. What are the facts? Meeting with the individual: How will you begin the conversation? Provide examples of behaviour/performance issues. What questions would you use to find out what’s going on? Respect boundaries – what is your role? Remain non-judgmental, behaviour focused and specific.

Addressing Sensitive Situations Step Three: Communicate Continued… Common employee reactions to an offer of EFAP support Ways a Manager can be prepared to respond Denial that an issue exists Concerns about EFAP confidentiality Belief in the stigmas associated with seeking help, (e.g. a sign of weakness) Heightened emotions Normalize the situation, (e.g. EFAP is widely used today for all kinds of life challenges) Re-assure EFAP confidentiality Be prepared with EFAP literature and information

Addressing Sensitive Situations Step Four: Discuss Solutions, Offer Help Source of problem Primary Responsibility Resources to support Work (i.e. interpersonal conflicts, ergonomic issues, organizational change, workload, attendance concerns, harassment, violence) Manager/Supervisor with the Employee Primarily resolved in the workplace Policy and Procedures Consultation with Human Resources EFAP Support Health (Change in health status of employee or family member; side effects of medication, chronic conditions, new conditions) Employee Referral to professional health services or EFAP Consult with Family Doctor EFAP Life (Marital issues, family, change in family makeup, childcare, legal, financial concerns) Employee Referral to EFAP or community resources EFAP Community Resources Personal Resources

Addressing Sensitive Situations Step Five: Follow Up How will you follow up? Schedule date, What will be reviewed Expectations During the follow-up meeting : Acknowledge improvements, speak to additional improvements Reassess improvement time frames Provide consistent feedback and realistic expectations If they disclose using the EFAP, ask about satisfaction

Addressing Sensitive Situations Supporting Performance Management Keep in mind… Employees are responsible for acceptable work performance—the EFAP does not exempt employees from meeting those expectations. People Leaders are responsible for performance management. The EFAP can complement, but not replace, effective supervisory practices. There are no ‘quick fixes’ - people don’t overcome difficulties easily. Take a personal interest without getting personally involved.

Shepell Supports People Leaders

Employee Support Solutions  Domestic EFAP  Global EFAP  Traumatic Event Support Employee & Family Assistance Programs  Mental Health Training  Workplace Training  Mediation/Coaching/Investigations  Workplace Referral Program  Depression Care  WorkAssist  Substance Abuse Program/Structured Relapse Prevention Program Employee & Family Assistance Programs Workplace Learning SolutionsTargeted Health Solutions

People Leader Consultation Sometimes you will need extra assistance… Aggressive behaviour; harassment, difficult personalities, suspected substance abuse, etc… Use EFAP Manager Consultations EFAP professionals available for consultation and advice Provide support and tools they need to sensitively and appropriately refer employees into the EFAP or to other suitable solutions.

People Leader Consultations continued… People leaders may receive: Advice on how to work with a troubled employee. Help to distinguish between performance and personal issues. Assistance to deal with performance problems. Tips on how to introduce the EFAP to an employee. Hands-on tips for problem solving employee issues. Guidance in addressing tough situations where there’s uncertainty on how to proceed.

People Leader Supports Online Manager Resources Career and Workplace Healthy Working Newsletter WorkHealthLife Blog HR Fundamentals Microsite EFAP People Leader Guide EFAP Manager Consultations

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EFAP Orientations English Employee/Family Video on workhealthlife.com French Employee/Family Video on travailsantevie.com EFAP 101 What is Covered by My Shepell EFAP? **Log in/”My Services”/Employee Orientation Videos English Manager Orientation Videos French Manager Orientation Videos Signs and Sources of a Troubled Employee Addressing Sensitive Situations Shepell Supports People Leaders **Username: manager; Password: orientation**

For confidential and immediate support with your work, health and well-being contact Shepell 24/7/365 Call: Visit: workhealthlife.com Composez le Visitez le site travailsantevie.com