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PPC WorldwideManagerResourceGuideAct as if what you domakes a difference.It does.William James(1842-1910 – American Philosopher)
Take control of the Employee AssistanceProgram in your workplace.Become an expert on the scope of services as part of your package withPPC Worldwide. Use the material included in this pack to your advantage: Run brief information sessions for your staff at times that suit you andyour organisation. Maximise the message by using the PowerPoint presentation availableas part of your package. Keep electronic versions of our promotional material handy for whenneeded and keep them on your intranet for easy accessibility.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
INTRODUCTIONWhat is an EAP?Your Employee Assistance Program (EAP)provides short term counselling and supportto all employees and immediate familymembers. Your employees can feelcomfortable using the EAP to confidentiallydiscuss any work or personal issues thatare an inevitable part of life. The EAPis a benefit that health and well-beingconscious organisations provide foremployees at no cost.Methods of DeliveryThe EAP counselling sessions can bedelivered at one of our convenient officelocations face to face, by way of telephone,or accessed online via easily accessibleself-help modules and email interactionwith counsellors.PPC has one of the largest associatenetworks of registered psychologists andsocial workers available in the Australianmarket, with offices from Hobart to Broome.How can I get the message acrossto my employees?Short presentation – a customisablePowerPoint presentation with notes isavailable upon request to deliver duringemployee meetings.Promotional Material – The newpromotional material ordering systemcan get wallet cards, brochures, postersand more, delivered directly to where itis needed for easy distribution and accessfor employees. Electronic versions are alsoavailable if requested.introductionEAP/TriageCritical incidentThere has been a Critical Incidentin the workplace, HELP!PPC provides a 24/7 onsite service fordistressing events that can occur in theworkplace, events such as workplaceaccidents, death of an employee orfamily members, violence and assault,organisational restructure to name a few.There are no call queues and your call willbe treated with top priority. Counsellors canbe onsite within 2 hours (metro locations).A Psychological First Aid model ofintervention will be used by trainedprofessionals to reduce the impact anddistress of critical workplace incidents.What more can PPC offer besidesbasic EAP?Manager Hotline – Are you a manager orsupervisor that needs help with employeemental health issues? Performancemanagement? Conflict? Speak to one ofour senior clinicians via Manager Hotline.Our senior clinicians have a wealth ofknowledge on workplace issues and mentalhealth and are ready to assist.Manager HotlineOnline GuideSpringboard Sessions – Short, sharp andinformative, our spring board sessions aredesigned with relevant topics in mind suchas stress management, work life balanceand happiness. These useful sessionsare delivered by dedicated professionalsdesigned to fit into one hour sessions formaximum impact with minimal disruption.Organisational Development –Help your organisation develop and grow.Organisational development is inclusiveof training and coaching, conflict resolution,career management and outplacement,change management and internalinvestigations. Work with our specialist teamof OD consultants to find tailored solutionsspecifically designed to meet the needsof your organisation.Whistleblower Hotline – Whistleblowerencourages the reporting of incidentsrelating to harassment and bullying, theft,fraud and any other identified inappropriateor illegal conduct. If your employees feelthat something isn’t right at work, they canshare their concerns confidentiallyand anonymously through thewhistleblower hotline.TAILORED solutionsMANAGER RESOURCEGUIDE FAQS
WHAT IS AN EAP?Counselling and coaching services are available to your employees andimmediate family members through your Employee Assistance Program.Work and personal related issues may be discussed with an expert counsellorin a confidential manner.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
EAP/TRIAGEWork-life balance is a vital issue foreveryone and the EAP is designed tocontribute to your employees wellbeing,quality of working life and productivitythrough the provision of counselling andrelated well-being services.The EAP promotes an early interventionapproach to assist individuals to resolvea broad range of work or personal issuesbefore they have an adverse impact on theindividuals’ health and well-being.The aim of the EAP is to work inpartnership with the individualto help them to identify, exploreand manage issues that areimpacting on their life. Someof the issues that are oftenpresented can include: Work life balance Retirement / career path Depression, anxiety, stress Relationship and marital problems Elder care AddictionintroductionEAP/TriageCritical incidentAustralia:1300 361 008From Abroad: 61 3 9658 0025New Zealand:0800 155 318From Abroad: 64 3 351 6703This is the only number you or youremployees need to make an appointment,contact the Managers Hotline, or report aCritical Incident. Workplace conflict andcommunication Grief and bereavementHow do my employees access the EAP?Our dedicated 1300 number can be used byyour employees and their immediate familymembers 24 hours a day, 7 days a week,365 days a year.Making an appointmentOur Service Representative will identifythe needs of the caller, collect some basicpersonal details and book an appointmentwith a PPC Counsellor. This usually takes 5to 6 minutes and in most cases results in abooking confirmation at the end of the call.Manager HotlineOnline GuideUrgent appointments (Triage)PPC understands that some calls need to bedealt with immediately. Our triage serviceensures that the caller is patched throughto a counsellor quickly and effectively tominimise further distress to the caller.All clients who make contact with ourservice are assessed for risk of harm. If atany stage during the intake process theclient is assessed as being ‘at risk’ theclient is transferred through to a qualifiedcounsellor for an immediate clinicalassessment.After Hours ServiceCalls taken by our After Hours service areassessed and where counselling is required,the call will be patched directly throughto an on-duty psychologist to provideimmediate support.TAILORED solutionsMANAGER RESOURCEGUIDE FAQS
Responding to a Critical Incidentin the WorkplaceCritical incidents are any sudden or unexpected incidents which havethe potential to significantly impact on an individual or a group’sphysical, emotional or psychological well-being or sense of safety.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
critical incidentThe Critical Incident Response service isavailable to employees individually or toworkgroups affected or impacted by anevent.Critical incidents that arecommonly responded to by theEAP include issues such as: physical threats and assaultsterminal illnessdeath or suicide of an employeedealing with threateningbehaviour in the workplace serious accidents or emergencies natural disastersThe Critical Incident Response uses aPsychological First Aid model of interventiondesigned to reduce the initial distresscaused by traumatic events, and to supportadaptive functioning and coping.PPC will respond to your Critical Incidentrequest immediately. Our response startswith a telephone assessment designed toassess the type of incident, design the bestresponse and support to management inrelation to how to manage the incidentfrom a well-being perspective until the PPCcounsellor arrives on-site.When assessed as appropriate, on-siteattendance is typically within two (2) hoursin the metropolitan area, and as soon aspracticable in regional areas (within 24hours, subject to need, distance, transportavailability and travel times).Speak to your HR or OH&S team if youbelieve your team or workplace is onewhere the risk of critical incidents may behigh, to determine your procedures.introductionEAP/TriageCritical incidentManager HotlineOnline GuideIf you are authorised to do so, you can contactPPC in the event of a critical incident on:Australia:1300 361 008From Abroad: 61 3 9658 0025New Zealand:0800 155 318From Abroad: 64 3 351 6703Follow the automated response by pressingOption 2 and advise the operator immediatelythat you wish to activate a critical incidentresponse and you will be connected to PPC’scritical incident coordinator in your area.Critical Incidents and Trauma CounsellingPPC responds to critical incidents and traumacounselling requests within 2 hours withinmetropolitan sites and generally 24 hours inregional areas. PPC’s counsellors will comeon-site to respond to your urgent counsellingrequirements whether it is for an individualor a group debrief. Typical Critical Incidentsinclude threats against an employee, injuriesor death of a employee, dealing with naturaldisasters, employee terminations andredundancies, armed holdups,employees who have been inor witnessed a serious accident,threats of suicide or self harm etc.TAILORED solutionsMANAGER RESOURCEGUIDE FAQS
Manager HotlineManager Hotline is a service wheremanagers and supervisors can accessa telephone based ‘helpline’ to assistthem in dealing with employeerelated difficulties.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGERManager ResourceRESOURCEGUIDEPack FAQ’sFAQS
Manager HotlinePPC’s Senior Clinicians respond toManager Hotline calls. All have extensivemanagement experience, and are registeredpsychologists.Managers should contact1300 361 008 within Australiato make contact with aPPC Worldwide consultant.Examples of issues raised by Managers withPPC consultants include: Strategies for addressing difficultemployee behavioural issues. This mayinclude but is not limited to angermanagement, depression, workplaceconflict, absenteeism, suspected alcoholand/or drug misuse Support in identifying and implementingcoping strategies during times of pressureand stress Responding to employee grief & trauma Performance issues for which thereappears to be no tangible reasonThe Manager Hotline is available duringstandard business hours (08:00 to 18:00,Monday to Friday) and accommodatesreasonable requests outside of these hours.The Manager Hotline provides assistanceto managers within 24 hours of initialcontact by the manager, or at a time theynominate. If there are serious risk issues,the call will be responded to immediatelyduring business hours, or referred to ourafter-hours psychologist.This service is not intended to take the placeof HR advice or internal consulting services,but to be an additional resource and supportfor both HR and line supervisors in dealingwith people issues. Change management issues Information on issues such as depression,anxiety & stressintroductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
what is ppc online?PPC Online is your online well-being resource. It provides interactiveand user friendly information and guidance on work and personalissues. It contains an extensive library of informative articlesdeveloped by PPC Worldwide’s team of professional counsellors.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
ONLINE GUIDEOur enhanced and strategictechnological platform has enabledPPC Worldwide to develop focusedinnovations in the mode of delivery ofour EAP services. Constantly developingnew and exciting online services, PPCWorldwide is moving forward to deliveryour employees more than just an EAP.PPC Worldwide is committed to providingyour employees with a holistic approach tohealth and well-being. PPC Online is anotherway that we can support your employeesthrough all facets of life. This sophisticatedonline service contains up to date andrelevant information, expert advice andself help tools available at your employeesfingertips.Understanding our customer base anddeveloping easy accessible services thatform part of our everyday employeewell-being has been the focus for PPCWorldwide. We are here to provide youremployees support in all aspects of theirlife such as work, personal, physical andemotional well-being.EAP/Triage Email@ssistAn online question and answer facilityfor basic information and advice. Thisis not a counselling support service. Forprofessional counselling, advice andsupport, call 1300 361 008 withinAustralia to arrange an appointment oruse the Ask the Psychologist service. Exec@ssistAn online question and answer facilityfor managers, executives and HRpersonnel regarding managerial issues.Your employees can access PPC Onlinefrom work or home and it is alsoaccessible 24 hours a day, 7 daysa week.introduction Factsheets and programAn extensive e-library that providesadvice and information on how to planand prepare for the challenges ofeveryday life.Critical incidentManager HotlineOnline Guide Online surveysCurrently consisting of the Health RiskAssessment (HRA), the survey examinesgeneral health, well-being and risk.It also identifies areas in your life thatrequire urgent attention and those thatare tracking well. Health Steps OnlineAn internet based program that allowsyour employees to understand andmanage their concerns around mentalhealth issues such as depression oranxiety. Ask the PsychologistAn online email facility for counsellingsupport.TAILORED solutionsMANAGER RESOURCEGUIDE FAQS
WHAT MORE CAN PPC OFFER?PPC Worldwide is a leader in delivering innovative and tailored solutions tomany of the organisational issues you and your employees face. With expertisein psychology, human resources and management our consultants will partnerwith you, assess your needs and create effective programs which facilitatedesired behaviour change and business improvement for your organisation.Read more introductionEAP/TriageCritical incidentManager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
TAILORED SOLUTIONSTraining and Facilitated WorkshopsTailored training sessions to meet the needsof your employees, with flexible formatsand engaging workshop facilitation in areassuch as Leadership, Conflict Resolution,Resilience, Performance Management,Health & Well-being, EEO & Diversity.Springboard SessionsShort, sharp and informative presentationson a wide range of topics. All seminarsare of a one hour duration, and includea briefing on the Employee AssistanceProgram services to introduce or maintainemployee awareness of the program.CoachingAimed at developing your employees,in the process providing pathways forthem to make greater contributions tothe organisation. We provide Executiveand Management Coaching, WorkplaceCoaching, Conflict Coaching and CareerCoaching.introductionEAP/TriageChange ManagementProcess designed to manage stages oforganisational change and support all levelsof the organisation through times of change.Conflict Resolution ServicesSpecialist support to address challengingand complex conflict situations throughservices such as mediation, facilitateddiscussion and internal investigations.Career Management & OutplacementComprehensive and tailored assistance isprovided to individuals to support careermanagement goals. Career Outplacementis a specific career management servicethat provides individuals with the necessarytools to re-enter the workforce as soon aspossible and gives the organisation a degreeof comfort that their former employees arereceiving the professional help and advicethat is required.Critical incidentTeam Assessment & Team ReviewsWorking closely with the organisationto build team effective work teams.Developing team strengths and overcomingchallenges in areas such as team culture,practices and behaviour.Psychometric AssessmentWe partner with your organisation to helpyou make good employment decisionsand decisions about employee professionaldevelopment. We use only the mostvalid and reliable assessment tools toensure that we are working with the bestavailable materials to meet your specificorganisational needs.Manager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
MANAGER RESOURCE GUIDE FAQSHow confidential is the service?PPC Worldwide is bound by The PrivacyAmendment (Private Sector) Act 2000,which provides protection of personalinformation for all clients and our contractswith employers expressly deny the releaseof any information about ourclients to the employer. Unless youremployee informs the employer that theyhave visited EAP the organisation hasno way of finding out who accessed theservice. PPC Worldwide does not provideWorkCover reports, legal reportsor similar, in relation to EAP counsellingsessions unless directed by the courts.Who are PPC’s counsellors?PPC Worldwide only recruits and employshighly qualified psychologists and socialworkers in their state of practice, and allhave experience in the provision of EAP.All counsellors are accredited members ofeither the Australian Psychological Society orthe Australian Association of Social Workers.introductionEAP/TriageWhere are PPC’s counsellors located?PPC Worldwide has one of the world’smost extensive associate networks. Withlocations nationwide, PPC will find the mostconvenient office for you to attend. Forfurther information on the office closestto you, please contact our call centre on1300 361 008 (Australia) or 0800 155 318(New Zealand).What is PPC’s counselling approach?The experience of our counsellors allowsthem to work across a variety of therapeuticmodels to suit the circumstances of theclient. The EAP brief therapy model lendsitself to a cognitive behavioural approachand so techniques based on the principals ofrational emotive therapy and reality therapyare widely used by our counsellors.When would a referral be made?External referrals are made in the followingcircumstances:Can I choose the counsellor I wish to see?The counselling team is comprised of abalance of female and male professionalconsultants representing varyingbackgrounds, specialisations and agegroups and gender to ensure we are ableto meet the expressed needs of a diverseclient base. If you, your employee or familymember have a preference for a maleor female counsellor, or if feel you havespecial requirements, please indicate thesepreferences or requirements when youspeak to our call centre employee.What if I need longer-term or specialisedsupport?For some people who access the EAP, itmay be evident to the counsellor thatlonger-term or specialised support may berequired. The counsellor will discuss theoptions available to your employee or theirfamily member and the counsellor will helpto link in with the service that the employeefeels is the best one for them. In situations where the client has a needto undergo longer-term therapyWe recognise that on occasion peoplemay not feel that the counsellor they havespoken to is the right ‘fit’ for them, and caneasily provide employees with a choice ofcounsellors.Critical incidentWe will take into account their capacityto access private or government fundedservices and support them until the serviceis available.Manager HotlineWhere the client is assessed to be in needof more specialised assistance: e.g. domesticviolence issues, vocational rehabilitationneeds, alcohol or other drug detoxification,psychiatric support, etc. When there is a requirement for specificassessment: eg. Neuro-psychologicalconcerns Where clients require information andgroup support from others experiencingsimilar difficulties:e.g. Cancer Council, Alzheimer’s Australia. PPC may also refer to selectedpsychiatrists and clinical psychologistsaccording to the need and the specialistskills of the practitioner.Read more Online GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
MANAGER RESOURCE GUIDE FAQSWill I see the same counsellor each time?PPC Worldwide understands that it isimportant that employees whereverpossible should continue care with the samecounsellor. Where possible all subsequentbookings for EAP sessions will be with thesame counsellor. Our call centre employeesare able to identify the counsellor theemployee has been seeing and continue tobook with that counsellor. If the counsellor isunavailable, another suitable counsellor willbe sourced and they will have access to thetreatment notes of the previous counsellor.What can I expect duringa counselling session?Counselling is an opportunity for youremployees to have a confidentialconversation with a neutral and qualifiedperson, to help them to better understandthemself and their situation. It is time setaside for your employee to talk freely, todiscuss strategies, gain information andadvice to improve their well-being andsatisfaction with life.introductionEAP/TriageHow long does a session last?Generally speaking sessions are booked foran hour in duration. For your employees firstsession we ask that they arrive about 15minutes early to complete some essentialpaperwork.How should I prepare for counselling?Sometimes it is useful for employees tospend a few minutes before their sessionreviewing questions such as: How would you like your life or aspectsof it, to be different? What do you hope to get outof counselling? What are your objectives? What do you want to achieve?If something is said during yourappointment that you don’t understand, askthe counsellor to explain what they mean.Feel free to check – it is your sessionafter all.Critical incidentHow do I provide feedback to PPC?PPC Worldwide welcomes and appreciatesall feedback. Feedback on the EAP isimportant for PPC Worldwide, but it is justas important for you and your employees.We recognise that employees and theirfamily members who access our servicesdo so because they are currently facingchallenges and need support. The soonerwe are made aware of any issues thesooner we can help them access thesupport they need.With your employees permission, PPCWorldwide will send a survey by email orregular mail, asking them to provide us withconfidential feedback on the service. Thisinformation helps both us and you as anorganisation to determine if the standardsof service are being met. This feedback alsoassists us to improve and better meet yourneeds and the needs of future employeesaccessing the EAP. We encourage allemployees to complete and return thissurvey.Manager HotlineOnline GuideTAILORED solutionsMANAGER RESOURCEGUIDE FAQS
For more details visit our website:www.au.ppcworldwide.comPPC Worldwide is a UnitedHealth Group companyMRG-0312-M 2012 PPC Worldwide. All rights reserved
PPC's Senior Clinicians respond to Manager Hotline calls. All have extensive management experience, and are registered psychologists. Manager ho Tline Managers should contact 1300 361 008 within a ustralia to make contact with a ppc worldwide consultant. Examples of issues raised by Managers with PPC consultants include:
