EAP METRICS: MAKING BETTER USE OF WHAT WE ALREADY HAVE NEXT STEPS FOR NBC EAP GROUP National Behavioral Consortium EAP Group

Overview  Selling the EAP Value Proposition in Utilization Reports  Proactively addressing low/no cost competition & EAP Apathy  Using our own data  Using our own case and consultation stories to support that data  Using EAP Study data  NBC EAP Group – Sharing EAP Operations/Finance data?  NBC EAP Group – Advocacy Role? 2

Selling the EAP Value Proposition in Utilization Reports  Data Oriented  Visually easy – key data extracted from typical EAP report, placed at front and graphed for trending  Narrative supported  Short narrative support directly under related data  Underline value proposition thru: Standard Text Options “Touch Points” EAP Benefit Cost Analysis Studies 3

Selling the EAP Value Proposition in Utilization Reports  Standard Text Options – Individual  __% of (non-online) cases were resolved within the EAP and/or referrals to resources not requiring healthcare benefits  The __ dependent care cases during this reporting period, according to World At Work, would average 12 hours of lost work time in presenteeism and absenteeism without EAP assistance.  Standard Text Options – Organizational  Perspectives’ _____________ training is a Risk Management service demonstrating __________________’s due diligence in an area where legal fees/awards typically run between $___ and $___.  If billed at our standard hourly fees of $125 for consultation and $200 for onsite services/training, this reporting period’s costs for Organizational Services would have been $_______. 4

Selling the EAP Value Proposition in Utilization Reports  Touch Points  Client contacted Perspectives after receiving services here approx one yr ago. Client said that she wanted to address relationship issues. Client said that relationships have always been a struggle for her and she tends to play the role of a "people pleaser" and gets involved in matters that she later regrets. After EAP STC, when counselor followed up with client, she said that she had tried the techniques and had discussed the issues with family members. Client said that she felt supported and said that she was proud of herself for stepping out of her comfort zone to feel more empowered  Female presented to the EAP due to teenaged son being killed one week prior due to a case of mistaken identity. Client presented very tearful and disheveled. Client had suicidal thoughts as well as a plan. This writer contacted local in-network treatment provider and scheduled same day evaluation. This writer spoke with clients family member and had them escort her to the hospital. Within two hours this client was evaluated & admitted to hospital. Client is currently receiving intensive outpatient mental health services. Client scheduled a follow-up appointment whereby she thanked the EAP for assisting her during a time whereby she could not help herself. 5

Selling the EAP Value Proposition in Utilization Reports  BCA Reports  Jorgensen reports an 87.5% reduction in absenteeism for EAP users (Journal of Employee Assistance)  Work/Life programs estimate that the average time spent searching for child or eldercare is 12 hours, much of which must be spent during work hours (World At Work)  The U.S. Dept of Health & Human Services data indicates a 58% reduction, after EAP intervention, in employees reporting difficulty doing their jobs (EAP Digest)  Campbell Soup reduced their mental/nervous healthcare expenditures by 28% due to the accurate matching of patient problems with appropriate care by the EAP (SAMHSA) 6

Individual Services 7

Organizational Services 8

Immediacy 9 Highly anxious client received immediate counseling over a weekend and was scheduled with a Monday morning appointment which settled the client Client calling with acute grief was scheduled for an appointment within 2 hours

Client Satisfaction 10 EAP Advocacy for a client needing rental assistance resulted in client getting new housing for which the client was very grateful Three months after the provision of EAP problem-resolution counseling with a family, the father stated that his daughter was transforming into the woman he always knew she could be

Work Place Impact 11 Client involved in Relapse Prevention Monitoring post IOP substance abuse treatment stated she received a positive evaluation at work

NBC EAP Group – Sharing EAP Operations/Finance data?  Utilization by EAP, WorkLife, online, CISD  Average sessions by A&R, STC  % cases by phone/in-person  Call Center stats  Clinicians/Account Managers per covered ee  % cases resolved w/in EAP; w/o healthcare referral  % profit generated from revenue  expenses as % of revenue  Other? 12

NBC EAP Group – Advocacy Role?  EAP Value Proposition  Standardized EAP Reporting Metrics (MBGH)  MH Parity/Healthcare Reform 13