1. Expert-Aide Key person Orientation

2. Agenda 1.Understanding the need for Expert-Aide, your Manager Assistance Program 2.About Homewood Health TM ? 3.Using Expert-Aide as a resource 4.Recognizing the “troubled employee” 5.Referring to employees appropriately The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 2 Expert-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.

3. 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/key persons 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) 3

4. About Homewood Health™ Canadian EAP organization since 1979 Leader in mental health and addiction services Standard Life’s business partner for Expert- 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) 4

5. Expert-Aide as a Resource What is Expert-Aide? Confidential 24/7 help line Voluntary, confidential, short-term counselling and support services for key persons Available by phone, online and in person Access to a network of specialists for professional consultation and coaching on a wide range of problems Online key person resources/tools Key Persons can refer employees for short-term counselling

6. Eligibility Who is eligible? Managers/Key Persons Referred employees The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 6

7. Counselling Expert-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) 7

8. Expert-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) 8

9. Expert-Aide can help with The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 9 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

10. Expert-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) 10

11. Expert-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) 11

12. Expert-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) 12

13. Expert-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.) 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 www.standardlife.ca/eap The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 13

14. 5 for key persons Leading the Human Side of Change Values-Based Leadership Fundamentals of Effective Supervision Managing Sensitive Employee Issues Supporting Respect in the Workplace Expert-Aide as a Manager Resource 14 E-Learning courses: The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license)

15. 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) 15

16. 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 Work-Life Balance Services 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) 16

17. 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 Work-Life Balance Services The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 17

18. 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 Work-Life Balance Services The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 18

19. Personal Resources Work-Life Balance Services 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) 19

20. Online Services Go to www.standardlife.ca/eap The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 20

21. Online Services The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 21

22. Online Services The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 22

23. Online Services

33. 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) 33

34. 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) 34

35. Suggesting Expert-Aide How to suggest Expert-Aide? Show empathy for the employee’s situation Focus on work performance issues—don’t play “therapist” Suggest Expert-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) 35

36. Suggesting Expert-Aide How to suggest Expert-Aide? Remind them that fully bilingual services are available 24/7 Remind the employee that they need to confirm their manager’s identity and that their manager’s had referred them. Make sure employees receive information on the services and help line—hand out the referral card. To access the service, the employee must provide their group insurance policy to Expert-Aide. The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 36

37. Accessing Expert-Aide Expert-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) 37

38. 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) 38

39. 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 Expert-Aide service Provide your comments through our Client Satisfaction Survey The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 39

40. Providing Feedback Please remember: Expert-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 TM 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) 40

41. 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) 41

42. Questions / comments The Standard Life Assurance Company of Canada ©2014 Standard Life (images reproduced under license) 42