1. HCR ManorCare Employee Assistance Program Supervisory Training

2. Supervisory Training Agenda
Benefits of the EAP & Concierge
Goals of Supervisor Training
Supervisor/Manager Role
Types of Referrals
Signs and Symptoms of the Troubled Employee
Managing the Troubled Employee
Confidentiality & Reporting
Summary

3. Benefits of the EAP EAP Sessions All Family Members Covered
CONFIDENTIAL
24-hour Emergency Availability
Convenient Locations
All Family Members Covered
Multicultural Services
Legal/Financial Consulting
Elder/Childcare Referrals
Contracts vary by company and State – The State of California requires some restrictions on sessions - and for more information on that you can contact your HR Department or ACI for clarification.

4. EAP Sessions Employees and Family members are authorized for:
Up to 5 face to face sessions provided by your employer
EAP is a short-term approach for diagnosis, referral, and/or short term problem resolution
Mental Health sessions are provided by their employer for employees and family members. They are authorized for the certain amount of sessions. The employees and family members of HCR ManorCare are authorized for up to five (5) sessions per issue. The sessions again are for assessment, diagnosis, and referral or short-term problem resolution.
Providers may self refer or refer to someone on their insurance plan if they are not. For more information on your EAP benefit, they may contact the ACI directly or contact the HR Department.
FAQ
What if I need more? The provider can self refer and work out a payment plan outside of the EAP, or they can continue services by using their primary insurance.
How do I know how many will I need? Generally within the first session, the provider can asses whether the issue is short-term or long term.
What if I have a problem with the referral? The employee can call ACI directly to either get another referral or speak with our Clinical Department.

5. 24 Hours Medical answering service available for after-hours calls.
On-call counselors are available.
This is not an Emergency Number. Call 911 if there is an emergency.
ACI prides itself in providing quality Customer Services. For example, when an employee calls the (800) number, ACI will guarantee that they will be assisted or spoken to by a person. ACI does not believe in automated answering services. This helps convey to the employee and family members that we are here to assist and speak with them and find the appropriate service.
ACI has live operators after business hours and will take a message or in case of an urgent matter. We will be able to connect you with a mental health clinician after hours if necessary. The operator will asses the situation with the caller and will make the appropriate referral whether that is to take a message and have an intake operator call them the next business day or conference a call to a stand by licensed mental health professional.
For Life threatening cases, such as a suicide or where someone wants to cause harm to themselves or other, please call 911 or call their nearest emergency center.
FAQ
Where is ACI located?
ACI’s Corporate headquarters is in San Diego, CA.
What are the business hours?
General business hours are Monday through Thursday 7:00 AM – 5:30 PM PST, Friday from 7:00 AM – 4:30 PM.

6. Comprehensive Work/Life
Childcare Referrals
Eldercare Referrals
Legal Service
Financial Services
Discus the next portion of the EAP. Most Employees and family members associate the EAP with just Mental Health, but this is just half right. Asides from the Mental Health portion of the EAP, Employees and Family Members also have a Comprehensive Work/Life aspect with lots of resources and information. These include Childcare, Eldercare, Legal, and Financial.

7. Concierge Service
Information and referrals including, but not limited to:
Car Rentals & Repairs
Cleaning Service
Event Planners
Errand Runners
Entertainment
Personal Safety
Reservations & Tickets
Transportation & Travel
ACI & WPO Information Services are here to help!
Information and referrals including, but not limited to:
Car Rentals & Repairs
Cleaning Service
Event Planners
Errand Runners
Entertainment
Personal Safety
Reservations & Tickets
Transportation & Travel

8. Confidential
All information provided by the employee and family member is protected by State and Federal Law
No information gets back to the company that the employee accessed the EAP
The utilization report has no names on it
All information provided by the employee and family member is protected by State and Federal Law. No names will be on the utilization report. All information is confidential.

9. Goals of Training
To understand the EAP services as a resource to employees and their family members
To learn to recognize signs of troubled employees
To understand how to initiate “Supervisory Referrals”

10. Live ‘n Learn Seminars Schedule During Lunch and Bring Your Lunch!
Topics that Highlight the EAP Services
Fun, Entertaining & Educational
Your choice of how they’re conducted:
On-site trainer
Webinar
Do-It-Yourself
Schedule During Lunch and Bring Your Lunch!
Managers/Supervisors can coordinate with Human Resources to help coordinate Live ‘n learn presentations that can assist in addressing underlying issues. The Seminars are to highlight the EAP and provide helpful information to the employees.

11. Affinity™ Online Personalized self-paced assistance
Strategies for better and healthier living
FREE services no matter how often accessed
Help available 24 hours per day, seven days per week
Affinity includes:
Enhanced Childcare Services
Enhanced Senior Care Services
Enhanced Legal Services
Educational Opportunity
Pet Care Services
Healthy Literature
Affinity Online

12. CISD Response CISD= Critical Incident Stress Debriefing
It is difficult to determine the impact of an unexpected and traumatic event. People can respond to the same traumatic event in many different ways. In such events, ACI would have a professional counselor on site who would be able to talk with and how they can cope and help others cope with such events
Typical Examples Include:
Death of an Employee
Severe Injury
Prolonged /severe Illness
Work/place violence
Any traumatic event that impacts employees
How can a CISD help Employees?
Provide means of emotional expression
Inform individuals of stress, reactions and coping methods
Assess individuals coping skills & make referrals if necessary
Decrease in Distressing symptoms and onset of PTSD
To Dispel myths and reduce blame/self-blame
Provide Structure and stability
And much more
Companies Commitment:
Decrease Companies Exposure
Provide Structure and Stability
Dispel Myths and reduce Blame
Promotes companies commitment to employee overall well being
It is difficult to determine the impact of an unexpected and traumatic event. People can respond to the same traumatic event in many different ways. In such events, ACI would have a professional counselor on site who would be able to talk with and how they can cope and help others cope with such events.
CISD= Critical Incident Stress Debriefing
A Critical Incident is defined in this context as a workplace event which is extraordinary in nature with the expectation of producing significant reactions on the part of victims or those either directly or indirectly impacted. Who can be affected? Witness, employees, colleagues, clients, and or family members all can be affeced and can create risk.Typical Examples include:
Robberies
Death of an employee
Severe injuries
Severe or prolonged illness (cancer, AIDS, etc)

13. Supervisor/Manager Role
To expect good job performance
To provide a safe work environment
Make sure the job gets done
Ensure quality in the product/service
To do this the manager must:
Know what it takes to get job done
Know the employees’ abilities
Know if there is a change in either
Communicate job expectations
This implies clear open communication.

14. Signs and Symptoms Absenteeism On-the-Job Absenteeism
Difficulty in Concentration
Appearance
Confusion
Spasmodic Work Patterns
Generally Lowered Job Efficiency
Poor Employee Relationships
If you find you need to refer an employee, the process is based on your company. Some companies require you go through HR, other companies allow supervisors to contact the EAP directly. Contact your HR person to find out your process.
Hand out the Manager/Supervisor Manual. Have them turn to page 10 and review the checklist and have them think about any past or current examples that might have indicated a problem.

15. Stages of Addiction & Alcoholism
Early Stage
Middle Stage
Late Stage
Let’s think about the stages of Addiction and Alcoholism and the observable behaviors to look for. Review the behaviors on page 11 & 12.

16. Workplace Violence Some indications of impending violence:
Overreaction to changes
Threats, even in jest
History of antagonistic or violent behavior
Blaming of others for serious problems
Repeated policy violations
Vague references to a “plan” to “get even”
Mood swings or substance abuse
Repeated references to weapons
Refer to page 17 of the Manager and Supervisor Manual
Each year, nearly one million employees become victims of violence at work. This costs nearly $55 million in lost wages due to absence.

17. Managing the Troubled Employee
Recognition
Documentation/Consult with H.R.
Discussion
Job Performance Improves or
Job Performance Problems Continue
EAP Interview
Follow-Up
Recognition. You are in a key position to recognize problems the employee may not be aware of in terms of deteriorating job performance – always remember you job is to “identify work problems” not “diagnose”.
Refer to Pages in the managers and supervisors manual
Documentation: bring written outline of concerns with examples and data to the discussion.
Missed expectations
Record of absences and lateness
Relationship issues
Safety issues
Review expectations with measurable goals and timeline – if they improve, provide positive feedback.

18. Supervisory Referrals
EAP is not a part of the disciplinary process
100% confidential unless employee signs a release of information
Excellent resources to get problems solved
If performance does note improve…….supervisors may refer the employee to the EAP. The disciplinary process is separate from this even though a mandatory referral may be a condition of continued employment. Work with your HR Department to understand your company’s disciplinary process.

19. Types of Referrals
Self-Referrals- An employee or family member contacts the EAP directly
Supervisory Referrals- You recognize that an employees’ job performance has deteriorated and that continuing or emerging patterns of behavior are cause for concern
Job is effected – not personality conflicts unless it really impacts the job. Job Performance is the key. It depends on the company whether the manager/supervisory goes through HR or direct to EAP with referrals. Always feel free to consult the clinical department of ACI.
Over 90% of all referrals are self-referral.
Ask if anyone has used the referral procedure before? What was their experience?

20. Types of Job Related Supervisory Referrals
Positive substance screen result
Refusal to submit to substance screen
Frequent/unexplained absenteeism/tardiness
Absent from the worksite while on the job
Difficulty in working with others
Inconsistency in quality/quantity of work output
Extreme irritability/anger
Insubordination/Questioning authority
Disregard for the safety of others
ACI monitors attendance and compliance and liaison to problem solve once a referral is made. Once a referral is made, the employee is required to sign the referral form.
At this time, pass out the referral form that can be obtained from ACI’s website.

21. Summary Promotes early intervention for employees personal problems.
Reduces employee absenteeism and low productivity.
Facilitates good mental health which reduces overall health care costs.
Communicates the company’s commitment to their employees’ well being.
To summarize the EAP benefits offered to the employees and their family members of HCR ManorCare, the EAP:
Promotes early intervention for employees personal problems.
Reduces employee absenteeism and low productivity.
Facilitates good mental health which reduces overall health care costs.
Communicates the company’s commitment to their employees’ well being.

22. Do you need someone to talk to? Talk to us!
Confidential help at your fingertips…
Toll free number is (800)
Please do not hesitate to contact us anytime by phone at or at
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