3. What is EAP?
• Employee assistance program funded by your organisation
• Available to all employees, managers and leaders at no cost to the individual
• Provides access to short-term, solution-focused counselling
• Delivered by qualified psychologists
• Independent and objective advice
• Completely confidential
4. What are staff entitlements under the EAP?
• 4 x one hour counselling sessions for two discrete matters per year
• Individuals usually attend appointments in their own time
• Most issues can be resolved within a couple of sessions
• If additional sessions are required, the individual may:
– Choose to continue to see Assure privately at their own cost
– Discuss referral to another counsellor or specialist health provider
– In some circumstances, request an extension of their employer-funded sessions
5. When should I refer someone to EAP?
• As a leader, the EAP can be a valuable source of assistance to your people
• Individuals may access the service for a range of issues:
– Relationships
– Family and parenting
– Problems at work including conflict and harassment
– Goal setting and career plans
– Overcoming stress, anxiety and depression
– Smoking and alcohol management
– Introductory non-work-related legal advice
– Comprehensive financial counselling
• EAP is completely voluntary, but you may choose to suggest a staff member
attend. This is called a specific referral.
6. Specific referral
• One in five Australians suffer some form of significant stress in a 12 month
period. This can lead to increased absenteeism and presenteeism, turnover,
decreased commitment and burnout
• When this stress is a direct result of the workplace, a specific referral can
enable you to support an individual’s recovery as well as receive feedback on
how you/your organisation can help their recovery
• Referring an employee at the first sign of an issue can improve their
engagement levels, improve teamwork and reduce conflict, and provide
managers with more time to focus on the business
• Referrals may also assist in achieving a specific change to meet organisational
needs – e.g. behaviour change, improved communication, return-to-work
support
7. Specific referral cont’d
• With an employee’s consent, you may request information about that
employee’s progress if they have accessed via a specific referral
• This enables feedback between the psychologist and the organisation to assist
with the recovery process
• We can assist you with referring an employee
8. Referring an employee to the EAP
Step 1 - Recognise signs of stress and mental health concerns
• Sudden shift in performance or reduced quality of work
• Frequent absence from work
• Loss of sense of humour
• Becoming aggressive or irritable
• Obvious signs of stress and anxiety
• Difficulty with decision making or lack of concentration
• Lack of interest in work/life in general
• Conflict with co-workers
• Unrealistic standards for self and others
Consult your Leader Guide for further guidance
9. Referring an employee to the EAP
Step 2 - Respond in a supportive manner
• Approach the individual at the earliest indication of an issue
• Arrange a time and suitable location for a private meeting
• Prepare yourself
• Consult with HR for feedback
• Use active listening skills
• Indicate you wish to talk about how things have been going – let them know
you have noticed some changes and want to help
• Convey your observations of their behaviour – remain objective, fair,
consistent
• Be prepared for emotional reactions
10. Referring an employee to the EAP
Step 2 cont’d
• Remain empathetic, but reiterate you also require certain performance
standards
• Have your facts documented
• Consider possible solutions including seeking suggestions from the employee
• Arrange a follow-up meeting
Step 3 - Refer the individual to the EAP or other support
• Communicate the role of the EAP
• Suggest the individual contact the EAP
• Follow up to see how useful the EAP was for them
11. Rapid response to crisis situations
• 24/7 on call emergency assistance for critical incidents such as workplace
accidents, fatalities and bereavement, armed robbery and crime, natural
disasters
• Immediate telephone triage from a senior psychologist for individuals and
teams
• On-site support if required
• Assistance in helping managers and leaders to assist their teams through
critical incidents and to self care
13. Can I use the EAP?
• As an employee of BCE you are entitled to 4 x one hour sessions for two
discrete issues
• You can use the EAP to assist with your own personal or work-related issues
• You can make an appointment via 1800 808 374 (toll free)
• You can talk to a counsellor:
– Face-to-face at our offices during business hours
– By phone
– By Skype
• Limited after-hours sessions are also available
• 24/7, 365 day emergency after-hours support
14. Manager Support Program
• We appreciate that managers are under increasing pressure to perform and
manage change
• We also provide tailored support for managers via our Manager Support
Program (MSP)
• The MSP enables you to seek specific advice around:
– Referring people to the EAP
– Supporting distressed staff
– Managing relationships, change and teams
– Leading difficult conversations
15. Benefits of the MSP
• Improved confidence in approaching difficult conversations
• Assisting with ‘closure’ of frustrating, stressful or distressing situations
• Support in resolving complex people management scenarios which may
involve wellbeing, personality issues and performance concerns
• Provides a confidential, independent sounding board
16. Features of the MSP
• Timely and confidential advice
• Usually delivered by telephone by a senior psychologist
• Unlimited access via 15 minute consultations
• Complements HR functions by providing specialist advice on mental health
and wellbeing
• Includes short-term, solution-focused leadership counselling
• Refer to your EAP Leader Guide for further information
• Accessed via 1800 505 015 (toll free)
17. Why Assure Programs?
• Qualified psychologists with multiple areas of specialty matched to the
individual’s needs and extensive counselling experience
• 22 years’ experience in delivering EAP
• Responsive, best-practice EAP service
• Senior psychologists available 24/7
• Caring, responsive and trained intake and reception staff
• Discreet, professional offices
• Practical discussion focused on finding solutions
• Psychologists and office locations nationwide
18. More information and resources
Visit www.assureprograms.com.au for checklists and tips on items such as:
• Supporting employees following a critical incident
• Coping with stressful events
• Developing change resilience
• Giving and receiving feedback
• Improving wellbeing
• … and much more
