1. PAM Assist’s EAP service Aston University
Presenter:
Claire Smith, EAP Account Development Manager

2. EAP Benefits Benefits to Organisation Benefits to Managers
Because employees have access to a resource that can assist with decreasing the effects of life’s problems, it can reduce absenteeism, turnover, grievances, terminations, medical disability, etc. As a result, you'll have a happier, more productive workplace
Benefits to Managers
PAM Assist’s Management Support service is available via a specified Freephone telephone helpline number and provides managers with the confidence and resources to respond to the day to day needs of their employee group.
PAM Assist can give advice on managing the situation appropriately and sensitively whilst maintaining the effectiveness of the team and, importantly, enabling the manager to focus on the work related tasks whilst supporting the team member to access the right support for the more personal issues.
Benefits to Employees
EAP are intended to help employees deal with personal problems that might adversely impact their work performance, health and well-being. Confidential support 24/7, freephone number,

3. EAP Benefits Organisation Benefits:
Raise morale and productivity for a more focused workforce by providing a valued benefit
Reduce absenteeism and staff turnover
Demonstrate a commitment towards meeting legal requirements and duty of care towards your employees
You’ll be perceived as an employer of choice through the promotion of a caring work environment
Monitor trends in the workplace
High value employee benefit

4. EAP Benefits Manager/Supervisor Benefits:
Management support service available through advice line
Support and advice with sensitive issues
Guidance on how to approach a situation
Support with bereavement or health issue
Assist manager with identifying additional support needs
Assist in managing a situation appropriately and sensitively

5. EAP Benefits Employee Benefits: Free telephone number
Available 24 hours a day, 7 days a week, 365 days a year
Information and support for all work / personal issues
All calls handled sensitively and professionally
Website for wellbeing topics, with videos tackling issues such as stress management & health advice
Telephone and Face to Face Counselling
Online Counselling
Call from home on evenings and weekends
Up to 6 structured telephone or face to face counselling sessions

6. Understand Employee Needs
EAP Overview
Understand Employee Needs
Deliver Help &
Assistance
Free and confidential advice for all employees - 24/7/365 days a year
Telephone, Online & Face to Face Counselling – CBT as standard option
Critical Incident / Trauma Support - Tel based and/or on-site support
EAP Website and Mobile App
Webchat
Management Information identifying usage rates & trends
Range of supporting promotional materials incl both hard copy and online
Access to wide range of additional ad hoc resources

7. Clinical Excellence
We ensure that our accreditations do not just become an annual paper evidence exercise.
Our Compliance Board & Business Improvement Managers ensure that these standards are applied consistently across every clinic all year round.
Every clinic & client operation is audited twice a year by PAM’s Business Improvement Managers to ensure compliance with the above standards.
Counsellors are qualified to minimum of Diploma level, minimum 4 days a year CPD – many hold Degrees
PAM Academy is responsible for the development, training and auditing of our staff

8. Comprehensive Support
National Service Support Centre
Our service support centre is based in Warrington and houses a team of clinicians, client service operators & administrators.
Advice Line
Our 24 hour advice line is resourced by counselling and support colleagues who provide advice, triage and counselling services
Triage
Upon contacting the advice line we triage the enquiry to determine the correct support pathway :
Advice required
Referral for specialist consultation, e.g. legal, financial etc.
Counselling required
Emergency assistance required, e.g. suicide

9. EAP – Access to Therapy
Triage to determine best pathway for the employee:
PAM provides access to BACP qualified counsellors for both generic or CBT counselling via the following:
Face to Face Counselling within 20 miles of an employee’s home or workplace (90%+ within just 15 miles)
Telephone Counselling / Secure Video Conference
The PAM Assist’s telephone counselling team is unique in that all Telephone Counsellors are employees of PAM Assist.
E-Counselling (Online)
Counselling & CBT as Standard
We also provide access to other therapies such as Occupational Psychology & EMDR

10. PAM Assist Service Delivery
Telephone and/or SVC Services
We can offer both Telephone & Online Secure Video (SVC) support. Counselling delivered via telephone or SVC is delivered by directly employed therapists. This intervention typically requires 6 x 45 min sessions delivered over 6-8 weeks. Telephone counselling is carried out by PAM Assist employed counsellors, based at our service support centre.
PAM also provides online therapy for employees benefiting from face-to-face counselling; but unable or advised not to travel. Designed and built by NHS professionals, it offers ‘video’ consultations using a secure integrated web-conferencing facility
Unlike Skype and other similar products, our system is securely integrated within our ISO27001 approved IT platform OHIO and has been developed for healthcare purposes. The clinician and employee both have access to a webcam and are able to speak “face to face” through the computer.
Like with tele-consultation, SVC appointments are provided where determined clinically appropriate.

11. PAM Assist Service Delivery
Face to Face Counselling
Where face-to-face counselling is outlined as the best therapeutic pathway, PAM can offer this delivery method through the following means:
At PAM Clinics (of which there are 60 UK Wide);
Client sites; and
Associate Counsellor premises.
Our infrastructure gives the ability to provide NHSBT with access to counselling and CBT from our own clinics throughout the UK, as well via our accredited network of over 600 BACP qualified counsellors
Face-to-Face intervention uses the same skills and techniques but is delivered where a face to face relationship is considered more beneficial, or NICE guidelines do not advocate the use of telephone / virtual delivery. EMDR therapy or occupational psychology may also be recommended and provided by PAM.
Focused training is also provided alongside therapy to reduce the likelihood of future occurrences – e.g. employees referred with any form of stress are provided with education and training to help build resilience and cope when stressful situations arise.
Face to face counsellors offer appointments throughout the day/evening to ensure access to an appointment that is most convenient to the individual member of staff. We are very aware that most people want their use of the EAP to remain entirely confidential, so prefer to meet with a counsellor outside of their work commitments.

12. What can employees call about?
Personal Life
Health
Growing Older
Buying a new Home
Getting Married
Raising Children
Family Friction
Bereavement
Pregnancy
Addictions
Infertility
Miscarriage
Parents at Home
Abuse
Anxiety
Discrimination
Legal Problems
Housing
Neighbours
Health Advice
Health Terminal Illness
Drug / Alcohol Abuse
Long term illness
Accident & Injury
Post natal depression
Nurse Helpline
Retirement planning
Life after work activities
Early retirement
Relationships
Keeping healthy
Estate Planning
Loneliness
At Work
Money Management
Employment disputes
Starting a new job
Returning to work
Redundancy
Dealing with Conflict
Flexible working rights
Mediation
Debt management
Budgeting
Reduced income
Identity theft
Credit cards
Interest rates and finance
Court proceedings
We cover all areas of concerns / issues that people face from caring for a disabled or elderly family member to advice on family issues to providing the right support and assistance for issues within the work place
Expert Legal help line provided by qualified Lawyer
Expert debt advice All areas of money advice covered

13. What can employees call about?
Legal - Telephone based Legal guidance from qualified and experienced solicitors, barristers and legal executives to provide advice or guidance on personal legal issues including matrimonial, consumer, tenancy, housing, Wills/probate etc.
Debt Management - Telephone based Debt or budget management guidance provided by trained, experience debt counsellors.
OTHER SUPPORT THROUGH OUR FREEPHONE 0800 NUMBER
Our 0800 number can also provide 24-hour telephone access to other services include:
Management Support available to those responsible for supporting staff in line management, HR, OH or Health and Safety related roles;
Bullying and Harassment Support;
Whistleblowing Services.
Critical Incident or Trauma Support through critical incident service specialists for management coaching and support, including assessment of services needed, such as diffusion and follow on post-traumatic stress counselling.

14. Management Support Management Support
If a manager is experiencing conflict or managing difficult behaviour or performance issues within their team, or they are supporting an employee through a bereavement or other significant loss or health issue, PAM Assist can give advice on managing the situation appropriately and sensitively whilst maintaining the effectiveness of the team and, importantly, enabling the manager to focus on the work related tasks whilst supporting the team member to access the right support for the more personal issues.
Support focuses on the emotional and psychological wellbeing of the team but also helps the manager identify additional support needs he/she may need.
In addition to assessing/triaging the issues being presented, we are also mindful of the duty of care the manager has more widely, within the team and as part of the management team within your organisation.

15. Themes from Website

16. EAP Everywhere Mobile App
Improving Services
One time registration
Web chat to PAM Assist Counsellors
Appointment Scheduler
Access to Information on line
Health & Wellbeing Newsletters
Compass Magazine
PAM Health Manager (Upgrade Required)
PAM Medicine Chest
Online Feedback

17. Online Portal

18. PAM Assist Website

19. Remain Focused on Objective
Wellbeing Strategy
PAM can provide an evidence based strategy, delivering targeted initiatives based on the main health risks identified. This will be led by assigned Wellness Manager Alex Duthie
Initiatives provided will include:
Health Promotion: onsite & online events to engage employees in specific health and wellbeing areas, workshops, lunch n learn sessions or mini drop in clinics.
Wellness Programmes: coach led appointments to guide, motivate and support employees towards their health and wellbeing goals and manage any existing lifestyle based health conditions.
Mental Wellbeing / Resilience Programmes: using a combination of or group based sessions with advanced technology to combat stress in real time, build resilience and boost both cognitive & physical performance.
Injury Prevention: tailored workshops delivered by PAM physiotherapists to teach colleagues strengthening and conditioning techniques as well as how to perform identified job tasks better to avoid injury.
The Wellbeing strategy will be continuous and updated every 6 months based on up to date data collated.
Remain Focused on Objective
Ongoing Manager Training How to effectively use OH to manage people
Manager Engagement Briefing sessions with managers before and after consultations
New Manager Inductions Clinic visit & presentation to embed manager responsibilities
Absence Focus Groups Share ideas & promote best practice (includes online webinars)
Line by Line Reviews Monthly meetings to accelerate outstanding absence cases
Absence League Tables To reinforce accountability & introduce competitive element

20. PAM Wellness
Our new developments Health Manager and Health Genie, scheduled for launch in March 2018, will provide our latest integrations, further enhancing PAM’s total employee wellness experience delivered through our online platform

21. Online Wellbeing
Our onsite Health Screening Stations are state of the art machines providing employees with the opportunity to take their own metrics in confidence without having to make an appointment to see a healthcare professional. The Health Genie provides guidance, advice and online assessments. Physical tests include Weight & BMI, Body Fat, and Blood pressure, Heart Rate, Stress Risk Assessments and Resilience Assessments. Individual reports are provided to the user with a unique Q risk score.

22. Please feel free to ask any questions
Thank you
Please feel free to ask any questions