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Presentation Eng Revised


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Introduction to our EAP service in P.R. China - servicing international companies.

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Presentation Eng Revised

  1. 1. Introduction to China E A P Service Center and Its EAP
  2. 2. Contents 1 What is EAP 2 What we are providing: CESC EAP Program 3 CESC EAP Team 4 Overview of China EAP Service Center
  3. 3. Why do you need EAP service <ul><li>Employees are concerned about: </li></ul>Stress Management Career & Workplace issues Marriage & Family Relocation & Cultural adjustment
  4. 4. Counseling issues for Chinese
  5. 5. Why do you need EAP service <ul><li>Management needs to consider : </li></ul>Team building and management issues Communication skills with subordinates Coping with “problem” employees
  6. 6. What Is EAP EAP Services Provides a professional, confidential, mental health service, for all employees and their immediate family. Help them, if in need, with any problems or concerns that affect their psychological or emotional well-being which will in turn affect their life quality and productivity Also offer a consultation service to the client corporation for an improvement of management and organizational optimization based on the services for employees
  7. 7. What can EAP do for employees Offer professional personal consultation through hotline telephone service and face-to-face consultation service Help them build a balanced work-life
  8. 8. What can EAP do for management Offer a management consultation service Provide competence training workshops
  9. 9. <ul><ul><li>. </li></ul></ul>Provide a proactive and preventive crisis management approach Benefits for organization Decrease costs related to turnover, burn- out, absenteeism, and accident-related disability Improve employee performance & increase productivity
  10. 10. China EAP Service Center <ul><li>The first firm in China specializing in providing EAP and psychological services to large corporations in China; </li></ul><ul><li>Focusing on a range of behavioral health services including psychological assessment, training, and counselling services to both local Chinese and expatriate employees </li></ul><ul><li>Headquartered in Shanghai with more than 20 service stations located in other major cities in China </li></ul><ul><li>Currently working for multi-national clients such as Johnson & Johnson, Alcoa, Google, Agilent, and other famous local companies like China Mobile , Bank of China, and Vanke; </li></ul><ul><li>A network of over 200 professionals for China with different specialties including local Chinese professionals and foreign experts in the country </li></ul><ul><li>Through EAP, we are seeking for “ Harmony ”, “ Love ”, “ Integrity ”, and “ Profession ” </li></ul>
  11. 11. Service Brand <ul><li>China EAP Service Center ( 中国 E A P 服务中心 ) as a special brand of Shanghai EAP Consulting Co., Ltd. is supposed to focus on: </li></ul><ul><ul><li>Promoting EAP maximally in China </li></ul></ul><ul><ul><li>Exploring a new model for EAP which can be specially suitable for Chinese population </li></ul></ul><ul><ul><li>Demonstrating a qualified EAP service delivering model </li></ul></ul>
  12. 12. Clients Service Experience
  13. 13. What we are providing Understand the conditions of the employees’ mental health and their needs of EAP through survey and research. To enhance the staff readiness and acceptance in using the services To offer the complete services to employees (manager and staff) and their family members for their needs and concerns through this program To help organization assess the effectiveness of the program on people’s mental health, their behaviors and benefits to the organization in general. Investigation Promotion Delivering Evaluation Complete Project Management
  14. 14. Service Promotion <ul><li>HR launch letters via email or mail, phone card, brochure, and Poster </li></ul><ul><li>Orientation Sessions </li></ul><ul><li>Annual meetings </li></ul><ul><li>Internal referral by HR Managers, and OH </li></ul><ul><li>Family Day </li></ul><ul><li>Intranet/Newsletters </li></ul>To increase employee awareness and acceptance to use the services Ways: Purpose:
  15. 15. Service Delivering <ul><li>Call – Center ( 24/7/365 national toll-free lines & internet access) </li></ul><ul><li>Individual counseling </li></ul><ul><li>English service </li></ul><ul><li>Referral service </li></ul><ul><li>Online service </li></ul><ul><li>Mental health survey </li></ul><ul><li>Group training </li></ul><ul><li>Managers consultation </li></ul><ul><li>Organizational feedback </li></ul><ul><li>Critical incident stress management </li></ul><ul><li>On-site regular visiting </li></ul>To maximize the services to employees (managers and staff) and immediate family members for their needs and concerns through this Program Ways: Purpose:
  16. 16. <ul><li>Qualified SR/ intake counsellor </li></ul><ul><li>24/7/365 national toll-free lines & internet access </li></ul><ul><li>Calls pick-up within 30 seconds or 3 confirmed the format of counselling </li></ul>24 Hours Call Center Service
  17. 17. <ul><li>Appointment (toll free, email, online) </li></ul><ul><li>Number of Sessions (up to 6 sessions per issue) </li></ul><ul><li>Formats of Counselling (face to face, telephone, email, and multimedia) </li></ul><ul><li>Issues to be covered: either for employees self or for managers’ subordinates </li></ul><ul><li>Service Hours: 7 X 24 hours for appointment </li></ul><ul><li>7 X 12 hours for counseling </li></ul><ul><li>Venue: off-site and on-site sessions </li></ul>Individual Counseling
  18. 18. Call Center and Psychological Counseling Flow Referral Case Recording & filing Follow-up (after 90 days) Appointment Counseling Assessment & Counseling ( TC/F2F/MM ) 800-988-0826 400-820-0141 Internet 24 - 7 - 365 Emergency Services Enquiry & Information Service Taking Service Requests Case management Supervision Feedback (within 7 days) If Needed
  19. 19. <ul><li>CESC has developed several ways in which to support and welcome overseas workers stationed in China. Whether this is a short or long term contact CESC can provide cultural induction courses and counselling support while they are working in P.R. China. </li></ul><ul><li>Induction Course: </li></ul><ul><li>Given by both Chinese instructor and Foreign Expert who has lived and worked in China for over five years. </li></ul><ul><li>To introduce the culture, the life, the ideology, how to conduct yourself and fit into your new world. </li></ul><ul><li>To support via telephone difficulties with depression caused by being home-sick, relationship difficulties or child mental health issues such as loneliness and making new friends. </li></ul><ul><li>Ways: </li></ul><ul><li>English speaking 24/7 telephone support. </li></ul><ul><li>Counselling by Western Psychologists or Counsellors. </li></ul><ul><li>Workshops for Expatriates </li></ul><ul><li>Other languages supported where possible by foreign experts. </li></ul>English Service
  20. 20. Referral Service <ul><li>Why we need referral? </li></ul><ul><ul><li>--Beyond our service scope or service capability </li></ul></ul><ul><ul><li>--Ensure our customers to receive the right service with appropriate resources </li></ul></ul><ul><li>How we manage the referral case? </li></ul><ul><ul><li>--Decision based on client needs & case manager’s judgment </li></ul></ul><ul><ul><li>--Continued follow-up by CESC </li></ul></ul>
  21. 21. Online Service <ul><li>Purpose: All the employees can log on to the “ Myself Help ” website and choose different subjects to receive help from. Contents include psychometric testing, knowledge link, Case analysis, materials download center, etc. </li></ul><ul><li>Methods : Test on-line, browse web pages, download materials. </li></ul>
  22. 22. Mental Health Survey <ul><li>Objectives: </li></ul><ul><li>For organization: </li></ul><ul><li>Overview of a whole picture of employee mental health </li></ul><ul><li>Establish a file of mental health for each employee </li></ul><ul><li>Screen for employees at risk and needing special care by both internal physicians and external EAP </li></ul><ul><li>Adjust suitability of employees with their position if necessary based on the survey results </li></ul><ul><li>Special industries safety requirements </li></ul><ul><li>For employees: </li></ul><ul><li>Increase self-awareness of their status of mental health </li></ul><ul><li>Promote their willingness of lifting the level of their mental health through “Self-help Guidelines” (in both e-version and hard copy) and EAP </li></ul>
  23. 23. Group Training <ul><li>Seminar </li></ul><ul><li>Mini Training </li></ul><ul><li>Workshop </li></ul><ul><li>Group Counseling </li></ul><ul><ul><li>Coping with change </li></ul></ul><ul><ul><li>Stress Management </li></ul></ul><ul><ul><li>Emotion Management </li></ul></ul><ul><ul><li>Self-development </li></ul></ul><ul><ul><li>Interpersonal relationship </li></ul></ul><ul><ul><li>Working Life balance </li></ul></ul>To maximally offer the services to employees (manager and staff) And their family members for their needs and concerns. Format: Catalog: Purpose:
  24. 24. Managers Consultation <ul><li>Purpose: To increase managers’ </li></ul><ul><li>ability to deal with issues of </li></ul><ul><li>subordinates </li></ul><ul><li>Contents: Group Sessions for Managers </li></ul><ul><li>Manager Hotline </li></ul><ul><li>Manager Referral </li></ul>
  25. 25. Organizational Feedback <ul><li>Purpose: Help organization monitor the </li></ul><ul><li>progress and quality of the Program and </li></ul><ul><li>gather information from the </li></ul><ul><li>program to improve management </li></ul><ul><li>and policy delivering </li></ul><ul><li>Contents: Regular Statistical Feedback Report </li></ul><ul><li>Immediate Feedback System </li></ul><ul><li>on management issues with the </li></ul><ul><li>permission of employees </li></ul><ul><li>Account Management </li></ul>
  26. 26. Contents <ul><li>Part 1 Background of the EAP </li></ul><ul><li>Part 2 Review of the EAP </li></ul><ul><ul><li>Unit 1 Individual Counseling </li></ul></ul><ul><ul><li>The Statistical Number of the EAP </li></ul></ul><ul><ul><li>Basic EAP Summary </li></ul></ul><ul><ul><li>Estimated utilization rate of the branches </li></ul></ul><ul><ul><li>The promotion of EAP </li></ul></ul><ul><ul><li>Unit 2 The EAP Related Trainings </li></ul></ul><ul><ul><li>Unit 3 Employee Mental Health Survey </li></ul></ul><ul><ul><li>EMHS of ALCOA </li></ul></ul><ul><ul><li>Comparing within Companies </li></ul></ul><ul><li>Part 3 Discussion </li></ul><ul><ul><li>Unit 1 Several issues from the last year EAP </li></ul></ul><ul><ul><li>Unit 2 EAP relevant trainings/seminars </li></ul></ul><ul><ul><li>Unit 3 New service formats of programs </li></ul></ul><ul><ul><li>Unit 4 How to cooperate with HR department? </li></ul></ul><ul><li>Part 4 Other issues to be raised by the EAP coordinators </li></ul><ul><li>Part 5 Action plans for the next contract period </li></ul>Annual Report Contents
  27. 27. <ul><li>Goal: </li></ul><ul><li>To provide immediate on-site counselling and crisis management to restore order and minimize any </li></ul><ul><li>post-traumatic stress symptoms. </li></ul><ul><li>Services & Features : </li></ul><ul><li>Preventive crisis management </li></ul><ul><li>Critical Incident Stress Debriefing (CISD) </li></ul><ul><li>On-site counseling support </li></ul><ul><li>Emergency Hotline Assistance on request </li></ul>Critical Incident Stress Management (CISM )
  28. 28. Service Evaluation Myself help online CTR & Feedback Evaluation system ROI Employee Satisfaction Investigation Employee Mental Health Survey Promotion Evaluation Call Center and Counseling Evaluation Training Evaluation & Feedback Result Evaluation Process Evaluation
  29. 29. Appointment form (SR/internet) Case check list (SM) Counseling note (C) Feedback survey I. II (SR) Case filing (SR) Supervision form (CM) Referral form (SM) Case Management
  30. 30. Complaining Management Review the problems and difficult issues Follow-up after 90 days and case filing Feedback within 7 days Communicate with counselor
  31. 31. Our Service Team Operation Division Account Management Clinical Service Management Marketing & Sales Current Clients Management Case Management Call Center Management Affiliates Network Management
  32. 32. Management of CESC’s professional team <ul><li>We consider that the management of professional team as one of the most important factors for CESC’s current service quality and capacity for future expansion. </li></ul><ul><li>We strictly follow EAPA’s criterion for our EAP Professionals’ management with the ways as: </li></ul><ul><ul><li>Recruiting </li></ul></ul><ul><ul><li>Case management </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Supervision </li></ul></ul><ul><ul><li>Re-credentialing </li></ul></ul><ul><li>We are going to use OQ45/30 as the way for the quality control of EAP counseling session </li></ul>
  33. 33. Senior Consultants <ul><li>We have the following external Senior Consultants, supporting CESC’s work in both professional and business development, they are: </li></ul><ul><ul><li>Dr. Dennis Derr </li></ul></ul><ul><ul><li>Mr. Tony Buon </li></ul></ul><ul><ul><li>Dr. Huang Shuzhen </li></ul></ul><ul><ul><li>Professor Zheng Richang </li></ul></ul><ul><li>Senior Consultants also helps us to train our counselors or psychologists through Supervision or special training programs </li></ul>
  34. 34. Senior Consultants 1 Dennis brings the consortium global recognition for tracking business environment, human resource and workplace trends related to the broad issues of workplace behavioral health, EAP and wellbeing, and their impact upon business and government. He is also recognized as one of the foremost evaluators of EAP design and operations for Fortune 500 companies. Dennis has been linked with China EAP Service Center since June 2004 with his enthusiastic to the promotion of EAP and Human Resource Management services to China. <ul><li>Tony has over 20 years experience in workplace training, coaching and counseling. He is a Certified Employee Assistance Professional (CEAP), a qualified workplace mediator and experienced workplace psychologist. Tony has worked with over eighty of the top 100 global companies and has consulted with government and non-government agencies in over twenty countries. Since 2005, Tony joined the team of professional advisors for China EAP Service Center, especially for liaising CESC with global EAP providers and potential international clients et. </li></ul>
  35. 35. <ul><li>郑日昌教授,北京师范大学心理学院博士生导师、心理学教授。曾先后在美国教育测验中心、匹兹堡大学、大学考试中心作访问学者,在比利时布鲁塞尔国际笔迹学研究所和英国利物浦大学彻斯特学院合作研究,并在澳大利亚新南威尔士大学心理学院任客座教授。郑教授经常到中国各地演讲,并通过报纸、杂志、广播、电视等大众传媒推动心理学知识的普及与应用。 </li></ul>Senior Consultants Dr. Stephen Myler is from England, he holds a B.Sc (Honours) in Psychology from the UK’s Open University the largest in the UK; he also has an M.Sc and Ph.D in Psychology from Knightsbridge University in Denmark. In addition to this Stephen holds many diplomas and awards in a variety of academic areas including journalism, finance, teaching, EAP and advanced therapy for mental health. Stephen has as a Professor of Psychology has many years teaching experience in colleges and universities in England and China. Stephen is also well published in Chinese mental health and culture.
  36. 36. Senior Consultants 3 Jane Xu studied developmental and educational psychology in Institute of Psychology, CAS. While receiving abundant related training, Jane has over 10 years experience in counselling and coaching. With the professional credentials as a Grade 1 Counsellor, Grade 2 Counsellor and CBT Psychologist, Jane is active in individual consulting, workshop and group coaching. She is skilled in organizing activities and group training. After working as a trainer and a manager for years , Jane has accumulated plentiful experience on companies. <ul><li>Dr. Zhu has the long-term learning and working experience in Western countries, and he makes well acquainted with the difference between western and eastern culture, knows how to combine the excellent management conception and mode of west with social and cultural characteristic of the east. In 1999, Dr. Zhu brought the conceptions and service mode of EAP back to China. He accumulates rich experience and meanwhile, he gropes for the EAP design solution and implement mode which not only strictly take the international EAP service criteria but also accord with the China’s actual society situation. </li></ul>
  37. 37. Strategic Partnership <ul><li>Currently we are allied with the following EAP organizations for both our business development and service expansion: </li></ul><ul><ul><li>Taiwan: Double F for joint training programs and support to each other for EAP services </li></ul></ul><ul><ul><li>Hong Kong: Quality HealthCare, Psychological Service Group, currently working with us for J&J Hong Kong’s EAP </li></ul></ul><ul><ul><li>US: ComPsych International, as its local affiliate partners for multinational clients </li></ul></ul><ul><ul><li>UK: ICAS International, as its local affiliate partners for multinational clients </li></ul></ul>
  38. 38. Counselor team ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ ★ City Coverage of CESC’s Counselors <ul><li>The core service team is led by Dr. Zhu has with Ph.D., Masters, and Bachelors in Psychology or related majors. </li></ul><ul><li>Supported by more than 210 affiliate professionals with different specialties covering 26 major cities in China to deliver face-to –face counseling, telephone counselling and training services for our national clients </li></ul><ul><li>Expatriate psychologists available in Beijing and Shanghai for expatriate employees of our clients </li></ul>
  39. 39. Network Counselors’ Profile 1
  40. 40. Network Counselors’ Profile 2
  41. 41. Thank you very much!