Transcription
Manager’s guide to the EmployeeAssistance Program (EAP)Helping you facilitate high performing teams
Contents1.About OptumTM.12.What is an EAP?.33.What is Manager Hotline?.44.Manager Hotline - how does it work?.55.Accessing the service online.86.Critical incidents in the workplace.107.How do you manage challenging situations?.118.Manager responses to frequently asked questions by employees.13
About OptumWith an extensive networkof counsellors, associates andwellbeing providers, Optum is thecomplete health and wellbeingsolution for your organisation.Who are we?From its expansion into Australia in 1993as PPC Worldwide, Optum has becomean industry leader in delivering EAP,EAP Plus and Wellbeing.Optum enables quick and timely access toa comprehensive range of counselling andwellbeing services to small, medium andlarge scale businesses around the world.Optum at a glance: has a global team of over 65,000 people provides services in over 140 countries serves 60,000,000 people globally is a division of the UnitedHealth Groupof companies.1 About OptumOur networkWith unrivalled scope both around Australiaand internationally, Optum’s networkof offices and affiliates has the localknowledge to service smaller companies,alongside a global reach to assist blue-chipmultinationals. Optum has: over 2500 affiliate service providers acrossAsia Pacific qualified and professional psychologists,counsellors and health andwellbeing providers.Our workOptum assists over 1,500 companies acrossAsia Pacific to manage the mental andphysical wellbeing of their staff. On an annualbasis Optum: Develops, implements and manageshealth and wellbeing programs forthousands of organisations acrossdiverse industries. Responds to around 3,000 critical incidentswithin organisations in Australia. Receives approximately 150,000 calls forassistance within Australia.For more informationplease call us today on1300 361 008 (AU)0800 155 318 (NZ)or visitoptum.com.au
Optum - what we doWe provide a complete health and wellbeing solutionfor your organisation.EAPEmployee wellbeing solutionsEmployee Assistance Programs (EAP)provide confidential short term counsellingand wellbeing support to all employees andif eligible, immediate family members.EAP services include:Activities and programs are designed toengage employee interests and positivelyimpact the health and wellbeing ofyour workforce: Flu vaccinations Counselling Health fairs Livewell access and online tools Health screenings and biometricsBenefits for your organisation Critical Incident support Exercise and relaxation Manager Hotline Nutrition and healthy eating advice.Strengthens employee skills.Increases employee motivationand morale. Disaster Response Creates a learning organisation. Face-to-face, online and phonebased delivery. Creates awareness of critical issues. Establishes a caringorganisational climate. Complements learning anddevelopment programs. Improves network and communicationacross the organisation.EAP PlusPrograms designed to create highperforming individuals and boostproductivity within your organisation: Wellbeing Checks Coaching Peer Support programs Team assessments Workplace Support Servicesand many more.2 Solutions and services overviewSpringboardsA range of awareness programs exclusivelydesigned to enhance the wellbeing ofyour employees.Optum Springboards are a series of one(1) hour awareness sessions designed togive employees a basic understanding ofrelevant issues whilst also reminding themabout the EAP. The topics are broadlycategorised into three areas: personal,professional and psychological. They arespecifically designed and developed basedon our EAP data which identifies the maincauses of concern for all employees.
What is an EAP?The Employee Assistance Program (EAP) is aconfidential, short term counselling and supportservice designed to enhance your overallemotional and mental wellbeing and that of youremployees and their immediate family members(if eligible).The Optum support processThe aim is to provide preventive and proactiveinterventions for the early detection,identification and/or resolution of both work andpersonal problems that may adversely affectperformance and wellbeing.The EAP is totally confidential, easily accessible,voluntary and can provide support on a range ofpersonal and work related problems, such as: maximising your potential/performance andthat of your employees managing your teams relationship and marital problems workplace conflict and communication organisational changes career path and retirement grief and bereavement balancing family and work responsibilities concerns about your children orfamily members depression, anxiety stress management elder care issues eating disorders addictions.3 EAPFor more informationplease call us today on:1300 361 008 (AU)0800 155 318 (NZ)
What is Manager Hotline?The Optum data below shows theManagers today face complextop issues that concern managers.situations and demands that impactTo support managers and supervisors inon their ability to manage theirproactively managing staff, Optum offers astaff effectively. Managers knowtelephone based ‘helpline’ called Managerthat employee management isHotline. The service has been developed totheir most critical work role, alongconfidentially support managers as they workto achieve good working relationships withwith managing environmentstheir staff, for improved team performancethat are in a constant state ofand productivity.change. Managers have greaterresponsibilities to accomplish morewith less. As a result manystruggle to maintain team moraleand productivity.Manager issues reported (2012 to 2015)Source: Optum OCMS4 Manager HotlineFor more informationplease call us today on:1300 361 008 (AU)0800 155 318 (NZ)
Manager Hotline - how does it work?Consider the followingtwo scenarios:Scenario oneA staff member is displaying erraticbehaviour which is impacting on the restof the team. She is regularly absent fromwork, often requiring peers to ring her tosee if she plans to come to work. Peers havefrequently complained to their managerand feel unsupported. Peers are conflicted,as they are left to cover her workload, butare also concerned for her health. The staffmember becomes even more isolated andthe team is unhappy.Scenario twoA manager needs to have a performancemanagement discussion with an employee.The employee has been constantly late,despite previous assurances to rectifythe issue. Team members are becomingirritated by the constant tardiness. Themanager commences the discussion with theemployee, who becomes very aggressive andstates to the manager “My GP has diagnosedme with depression”.In both cases there areconsequences for the team,individual and the organisation.5 Manager HotlineIndividualOrganisation f eels increasingly isolated from therest of the team increased absenteeism more mistakes and accidents fears being labelled feels their work performance hasdeteriorated furtherreduced staff creativity, innovationand productivity feels there is a further erosion ofself-esteem and confidence.hidden costs of manager’s time inresolving issues negative public image. Team members feel they are not qualified to dealwith mental health issues are resentful of regularly carryingthe extra workload feel unsupportedand unacknowledged.
Manager Hotline - how does it work?How will the ManagerHotline improvemanager performance?Advice and professional support receivedfrom the hotline service will assistmanagers to: Gain a clearer understanding of howto resolve or overcome issuesresulting from challenging situations.Form stronger professionalrelationships with direct reports anddirectors/managers. Develop improved assertiveness,self-assurance andleadership strength. Increase responsiveness whendealing with issues. Manage interpersonal conflictmore effectively. Confidently respond to staff whoseproblems are having an impacton work.Accessing Manager HotlineManagers call their relevant countrycontact number, where they will be askedfor details of the issue. Depending upon theissue described, the manager willnormally be booked in for a 30 minuteconsultation at a suitable time and date.The service is confidential, so no identifyinginformation regarding a manager’s use ofthe service will be provided.Book an appointment and receivesupport on any people issues ororganisational matters that may arise.If the issue is urgent and the employee isat risk, the manager will be immediatelytransferred to our triage counsellor who willassess the situation, support the managerand employee and identify the steps thatneed to be taken.Risks of not accessingManager Hotline Loss of productivity. Assist a staff member who isnot coping. Complaints of harassment, bullyingand discrimination. Improve team relationshipsand functioning. Individual does not takeresponsibility for their behaviour. Loss of opportunity to coach/support individual inbehaviour change. Individual may not be fit for work;duty of care implications. Negative impact on the team. If issues are left unattended, it caninfect an organisation’s cultureand morale.6 Manager HotlineThe Manager Hotline is notintended to take the place ofHuman Resources (HR) advice orinternal consulting services, butto be an additional resource andsource of support in dealing withpeople issues.To contact an Optum consultantcall on:1300 361 008 (AU)0800 155 318 (NZ)
Livewell - your online wellbeing resourceVisit www.livewell.optum.com which contains over350 factsheets on a range of mental health andwellbeing topics. Simply log on to Livewell andenter your access code to start benefiting from allthe information on the site.7 Livewell
Access the service online - LivewellManager Hotline can also be accessedonline. It provides managers and teamleaders the opportunity to seek specialisedadvice and support through a dedicatedand confidential online facility.To access Manager Hotline Online,log onto Livewell throughwww.livewell.optum.com and enter yourorganisation’s unique access code. Click on‘My Services and Programmes’ and fill inthe appropriate form to obtain assistance.8 LivewellLivewell and self-help toolsLivewell allows you and your employees toaccess their very own wellbeing resource.It provides interactive and user friendlyinformation on work and personal issues.In addition, there are a number of toolsavailable such as: Wellbeing Screeners - helping you toreview your health. Smoking Cessation Planner. Health and Wellbeing calculators. eCards – enabling you to send specialmessages of thanks or support tocolleagues, friends and family.Livewell also has extensive articles thatprovide support to managers such as: Breaking redundancy news. Bullying and Harassment. Dealing with difficult people. Handling conflict.and many more.Logon to www.livewell.optum.comand access Manager Resources today.
Qualified professionals, quality serviceAll Optum counsellors are qualifiedpsychologists and social workers, withpeak industry body accreditation andvast experience.9 Crittical Incidents
Critical Incidents in the workplaceCritical incidents are any sudden orunexpected incidents which have thepotential to significantly impact anindividual or group’s physical, emotional orpsychological wellbeing, or sense of safety.Critical incidents that are commonlyresponded to include issues such as: physical threats and assaults terminal illness death or suicide of an employee dealing with threatening behaviour inthe workplace serious accidents or emergencies natural disasters.10 Critical IncidentsCritical incident responseThe Critical Incident Response serviceuses a Psychological First Aid model ofintervention designed to reduce theinitial distress caused by traumatic eventsto support adaptive functioningand coping.Optum will respond to your criticalincident request (24/7) immediately.Our response starts with a telephoneassessment designed to assess the typeof incident, design the best responseand support to management in relationto how to manage the incident from awellbeing perspective until the Optumcounsellor arrives onsite.Speak to your HR or OH&S team todetermine your procedures if you believeyour team or workplace is one where therisk of critical incidents may be high.If you are authorised to do so, you cancontact Optum in the event of a criticalincident on:1300 361 008 (Australia) 61 3 9658 0025 (From abroad)0800 155 318 (New Zealand) 64 3 353 0906 (From abroad)Once you call, follow the automatedresponse. Select ‘Option 2’ and advise theoperator immediately that you wish toactivate a Critical Incident Response andyou will be connected to Optum’s criticalincident coordinator in your area.
How do you managechallenging situations?Take the opportunity to reflect on how you manage challenging situations. Think of the timeswhere you have faced challenging staff situations that you wished you had managed moreeffectively. How would you rate yourself with the following issues?On a scale of 1 - 5, where 1-managed very well, 2-managed reasonably well, 3-managed just ok, 4-unsatisfactory,5-very poorly. (Please circle and calculate to get a total number).Situationsmanagedmanagedmanagedun-very wellreasonablyjust oksatisfactoryvery poorlywellunder performance12345poor time management12345performance reviews/appraisals12345personality clashes12345increasing mistakes in tasks12345salary discussions12345disciplinary procedure12345absenteeism12345working consistently long hours12345personal hygiene12345aggressive behaviour12345drug abuse12345insubordination/disruptive behaviour12345alcohol abuse12345redundancies12345frequent short term sick absences12345termination of services12345inappropriate clothing12345giving positive feedback12345Grand total11 Challenging situations
How do you managechallenging situations?If your score is between:20 to 40 – you are managing the situation.You don’t find them challenging and areable to resolve/deal with them as they arise.40 to 60 – there will be times and situationsthat cause concern and anxiety. Rather thanworrying, call the Manager Hotlinefor support.60 to 100 – you have more than your shareof complex situations which may causeyou to worry about what the best solutionmight be and make it difficult for you toswitch off. Call the Manager Hotline rightaway for support.Remember - by the time asituation becomes critical theremay be: an increase in absenteeism a reduction inproductivity - disengagement increased levels of unresolved conflict a number of accidents/mistakes andwork cover claims.The hotline is resourced by our mostexperienced senior consultants who haveextensive management experience andare registered psychologists. They areexperienced in providing consultation ona range of staff management issues. Thisservice is designed to support managers inproactively addressing issues at anearly stage.12 Challenging situations6%15%14%7%To contact an Optum consultantcall on:1300 361 008 (AU)0800 155 318 (NZ)33%
Manager responses to frequently askedquestions by employeesHow confidential is theEAP service?Optum is bound by The Privacy Amendment(Private Sector) Act 2000, which providesprotection of personal informationfor all clients and our contracts withemployers expressly deny the release ofany information about our clients to theemployer. Unless an employee informs theemployer that they have visited EAP, theorganisation has no way of finding outwho accessed the service. Optum does notprovide WorkCover reports, legal reportsor similar, in relation to EAP counsellingsessions unless directed by the courts.Who are Optum counsellors?Optum only recruits and employs highlyqualified psychologists and social workersin their state of practice and all haveexperience in the provision of EAP. Allcounsellors are accredited members ofeither the Australian Psychological Societyor the Australian Association ofSocial Workers.Can an employee choose thecounsellor they wish to see?The counselling team is comprised of abalance of female and male professionalconsultants representing varyingbackgrounds, specialisations and agegroups and genders to ensure we are ableto meet the expressed needs of a diverseclient base. If an employee or familymember have a preference for a male orfemale counsellor, or feel they have specialrequirements, they need to indicate thesepreferences or requirements when they13 Frequently asked questions (FAQs)speak to our call centre. We recognisethat on occasion people may not feel thatthe counsellor they have spoken to is theright ‘fit’ for them and can easily provideemployees with a choice of counsellors.Where are Optumcounsellors located?Optum has one of the world’s mostextensive associate networks. Withlocations nationwide, Optum will find themost convenient office for you to attend.For further information on the nearestoffice location, please contact our callcentre on 1300 361 008 (Australia) or0800 155 315 (New Zealand).What if an employeeneeds a longer-term orspecialised support?For some people who access the EAP,it may be evident to the counsellor thatlonger-term or specialised support maybe required. The counsellor will discussthe options available to your employee, ortheir family member and the counsellorwill help to link in with the service that theemployee feels is the best one for them.We will take into account their capacityto access private or government fundedservices and support them until the serviceis available.Will the employee see the samecounsellor each time?Optum understands that it is importantthat employees wherever possible shouldcontinue care with the same counsellor.Where possible all subsequent bookingsfor EAP sessions will be with the samecounsellor. Our call centre employeesare able to identify the counsellorthe employee has been seeing andcontinue to book with that counsellor.If the counsellor is unavailable, anothersuitable counsellor will be sourced andthey will have access to the treatmentnotes of the previous counsellor.What can an employeeexpect during acounselling session?Counselling is an opportunity foryour employees to have a confidentialconversation with a neutral andqualified person, to help them tobetter understand their situation. It istime set aside for your employee totalk freely, to discuss strategies, gaininformation and advice to improvetheir wellbeing and satisfactionwith life.As a Manager you can Become an expert on the scope ofservices as part of your packagewith Optum. Keep electronic versions of theOptum promotional materialhandy for when needed andkeep them on your intranet foreasy accessibility.
Take care of your most precious resourceHuman capital is the cornerstone of anyorganisation. Optum can assist the peoplethat drive the continual success ofyour business.14 Optum
“ We aim to be the market leader in the provision of servicesaimed at improving workplace productivity through targeted,innovative and cost effective employee wellbeing strategies toregional, national and global businesses.”Paul Guerra, Optum Managing Director and Senior Vice President, Asia Pacific.optum.com.auLevel 25, 303 Collins Street, Melbourne, Victoria 3000Optum and the Optum logo are registered trademarks of Optum. All other brand or product names aretrademarks or registered marks of their respective owner. Because we are continuously improving ourproducts and services, Optum reserves the right to change specifications without prior notice. Optum is anequal opportunity employer.O-MRG-0616-v3 2014 Optum. All Rights Reserved.
as PPC Worldwide, Optum has become an industry leader in delivering EAP, EAP Plus and Wellbeing. Optum enables quick and timely access to a comprehensive range of counselling and wellbeing services to small, medium and large scale businesses around the world. Optum at a glance: has a global team of over 65,000 people
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