Key person Orientation Inter-Aide Key person Orientation

Agenda Understanding the need for Inter-Aide, your Employee Assistance Program About Homewood HealthTM? Using Inter-Aide as a resource Recognizing the “troubled employee” Suggesting Inter-Aide appropriately Inter-Aide services are provided by Standard Life in association with Homewood Health™, a trusted Employee Assistance Program (EAP) provider who has been offering services since 1979. The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

The Need for Support Rising costs of mental illness 1/3 of long-term disabilities are due to mental or nervous disorders. - Standard Life long-term disability claims data. Higher demands on supervisors/managers 80/20 rule (20% of your staff takes up 80% of your time) Pressure to manage your “management style” Expectations to do more with less The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

About Homewood Health™ Canadian EAP organization since 1979 Leader in mental health and addiction services Standard Life’s business partner for Inter- Aide services 1,200,000 employees and family members covered in Canada Over 3,500 counsellors across Canada The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

What is Inter-Aide? Voluntary and confidential 24/7 help line (365 days) By phone, online and face to face Short-term and “solution-focused” counselling Access to a network of specialists for a wide range of problems The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Eligibility Who is eligible? Employees Immediate family: Spouse or common-law partner Children or children of spouse or common-law partner Eligible family members for up to three (3) months following the death of the insured employee The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Counselling Inter-Aide Counselling network Multidisciplinary team of psychologists, social workers, registered therapists, etc. Counselling available to match the diversity of the Canadian population Professional counsellors: Doctorate or Master’s degree Minimum of five (5) to seven (7) years of experience Member of a professional association The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide can help with Family matters: relationship issues, youth or parenting issues, blended family challenges Couple issues: such as relationship issues and separation/divorce Work-related problems: professional burnout, stress, career orientation and job dissatisfaction The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide can help with Personal/Mental health problems: depression or anxiety, grief, bereavement, isolation, anger, low self-esteem Addictions: compulsive gambling, alcohol and drug abuse Health problems: such as chronic illness and pain. And more The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services What are Work-Life Balance Services? Professional assessment, information and coaching on a wide range of issues Support to prevent everyday challenges from escalating into more serious life or health problems Specialists listen and offer customized information and resources to help with each specific situation Access by phone The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Family Support Services Childcare and Parenting / New Parent Support Practical advice for new moms and dads Transitioning back to work Childcare resources, e.g., sourcing daycare options Children with special needs, e.g., autism or requiring additional support Elder and Family Care Homecare advisory service, e.g., options for maintaining a relative’s ability to live independently in their own home Qualified eldercare professionals The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Family Support Services Relationship Solutions Coaching on relationship and/or communication challenges Couple relationship resource tool kit Tips on resolving conflict and differences to enhance your relationship with your partner The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Health and Wellness Smoking Cessation Addresses physical and psychological dependence and initiates foundations for successful behaviour change Nutritional Counselling Learn healthy eating habits to improve weight and energy and manage disease The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Health and Wellness Wellness sessions One-hour standard session Available on site or by webinar Topics include but are not limited to: Stress busters Managing your time and energy Foundations of positive parenting Handle with care – conflict resolution in the workplace Relationships in the early, middle and later stages Building resilience: learning to roll with life’s punches The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Personal Resources Career Planning / Workplace Issue Counselling Job concerns and conflicts with colleagues or supervisor Time management Financial counselling Establishing a budget Debt resolution Legal advisory service Finding a helpful and affordable lawyer Guidance on separation or writing a will The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Work-Life Balance Services Personal Resources Pre-retirement Planning Assessment of psychological, emotional and financial needs to prepare for retirement Shift Worker Support Keeping sleep patterns and other health issues on track Keeping family relations harmonious The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide as a Manager Resource Manager consultation and coaching Professional advice from experienced counsellors Support in managing employees who are facing difficulties that may impact work performance The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide as a Manager Resource Trauma/Crisis Management Services On-site support: Worksite accidents Natural disasters Organizational restructuring And other traumatic incidents On-site deployment within 24-72 hours For both directly impacted employees and employees with residual impact The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide as a Manager Resource 3 types of referrals Self-Initiated Referral Assisted Referral Formal Referral The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide as a Manager Resource Online educational resources for managers Key Person Health Library with leadership articles to support productivity, and Self-Help Guides on a variety of workplace situations (Adapting to change, Helping grieving employees, How to defuse entrenched conflicts, etc.) Childcare and Eldercare Resource Locators Key Person Orientation to learn the warning signs of a troubled employee; learn how to support employee performance; or better understand available services Vitality! Newsletters Quarterly newsletters on various workplace topics and services (managing a multi-generational workforce, supporting employees in returning to work, anger in the workplace, etc.) Accessed through www.standardlife.ca/eap The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Inter-Aide as a Manager Resource e-learning courses: 5 for managers Leading the Human Side of Change Values-Based Leadership Fundamentals of Effective Supervision Managing Sensitive Employee Issues Supporting Respect in the Workplace 15 for employees Taking Control of Anger Taking Control of Stress Taking Control of your Career Taking Control of your Mood Foundations of Effective Parenting Taking Control of Job Loss and Transition Embracing Workplace Change Responsible Optimism Resolving Conflict in Intimate Relationships Stop Smoking: Get your Life Back! Preparing for your Retirement Resilience: Facing Life’s Challenges with Courage and Conviction Taking Control of your Money Taking Control of Alcohol Use Respect in the Workplace The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 21

Online Services Go to www.standardlife.ca/eap The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Online Member Service The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Recognizing the “Troubled Employee” Red flag indicators Accidents More accidents or frequent near misses Inattentiveness to safety procedures Attendance/sickness Increased number of sick days Lateness – arrival/breaks On-site absenteeism (“presenteeism”) Quality/quantity of work Errors and omissions More time required to complete tasks Missed deadlines Confusion and concentration lapses The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Recognizing the “Troubled Employee” What to look out for? Poor physical appearance General deterioration Weight loss/gain Looks sick or fatigued Negative attitude/low morale More frequent excuses and defensive behaviour Blaming and critical of others Poor cooperation with others Changes in normal behaviour Changes in attitude Strong emotional reactions The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Suggesting Inter-Aide How to suggest Inter-Aide? Show empathy for the employee’s situation Focus on work performance issues – don’t play “therapist” Suggest Inter-Aide as a potential resource and have information about it handy Clearly outline the confidentiality of the program The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Suggesting Inter-Aide How to suggest Inter-Aide? Remind them that fully bilingual services are available 24/7 Make sure employees receive information on the services and help line – hand out the Inter-Aide bulletin and wallet card Place Inter-Aide posters in high-traffic areas To access the service, the employee or family member must provide their group insurance policy and certificate numbers to Inter-Aide. The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Accessing Inter-Aide Inter-Aide appointment process Immediate support for crisis situations First appointment booked or call-back within 24 hours First session offered within three (3) business days Ability to match according to preferences, modality of counselling, location and issue presented The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Confidentiality Employee participation as well as the content of the discussions with the counsellor are Confidential information Appointments are arranged to preserve anonymity A professional code of ethics is followed Files are securely kept on Homewood Health’ premises If required, information is released only upon employee’s informed, written, legal consent (exceptions: children at risk, risk to self or others, subpoena) The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Providing Feedback We value your feedback. You can help us improve our services. Ask your employee to: Call the confidential help line services Notify us of any concerns about the Inter-Aide service Provide your comments through our Client Satisfaction Survey The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Providing Feedback Please remember: Inter-Aide is a voluntary and confidential service; Standard Life cannot: - obtain or provide confirmation regarding whether someone did or did not call the help line - disclose personal information Homewood Health will investigate any issues raised by employees using the services and will provide them with feedback. The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Getting help Help is available Canada-wide 24 hours a day, 7 days a week Confidential help line 1 855 263-8648 1 888 384-1152 Secure website standardlife.ca/eap The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

Questions / comments The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)