Employee Assistance Program Supervisory Orientation For:

1. Employee Assistance Program Supervisory Orientation For: CNIC

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

3. Manager/Supervisor/HR Virtual Folder The virtual folder is your managers’ tool box which includes: • ACI contact list • Promotional materials • Program training materials • Supervisory referral documents http://vfolders.acieap.com/cnic

4. Employee Landing Page CNIC’s landing page gives employees a brief overview of the EAP benefits and gives them access to: • Benefits summary • Links to resource web portals • EAP brochure & announcement flyer http://cnic.acieap.com

5. Why use the EAP? Mental Health • Marriage & family conflicts • Substance abuse • Stress management • Emotional challenges • Health concerns • Grief and loss Work/Life • Child Care Referrals • Elder Care Referrals • Legal consultation • Financial consultation

6. EAP Sessions Employees and family members are authorized for: • Up to 5 sessions per issue provided by your employer • EAP is a short-term approach for diagnosis, referral, and/or short-term problem resolution

7. 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. • Business Hours: PST – 7:00 a.m. – 5:30 p.m. CST – 9:00 a.m. – 7:30 p.m. EST – 10:00 a.m. – 8:30 p.m.

8. We mean all family members. Living with you or not. In the same state or not. All are welcome: Children Spouses Significant others Parents Grandparents All Family Members

9. Multicultural/Multilingual • All ethnic concerns accommodated • All cultural issues addressed • All special interests acknowledged • Multilingual services available

10. Many Locations Just tell the intake specialist where the most convenient location is for you to be seen: • Near work • Near home • Or in between

11. Comprehensive Work/Life Comprehensive Work/Life benefits offer an innovative blend of referral services designed to make life easier • Child Care referrals • Elder Care referrals • Pet Care referrals • Legal service • Financial services • Identity theft • Educational assistance referrals • Personal services • Community-based resources

12. Child Care Services • Referrals for preschool, after school, and daycare facilities • Special needs • Summer camps • Background and security check referrals • And much more

13. Elder Care Services • Referral for nursing and home health care • Adult daycare and support groups • Transportation and meal sources • Emergency and respite care • Companionship programs

14. Pet Care Services • Referral for boarding and grooming • Referrals for veterinarians • Resources for traveling with pets • Emergency pet services

15. Legal & Financial Services • Speak directly with an attorney about your legal problems • Speak directly with a financial planner • 90% of all calls handled over the phone without further referral needed

16. Legal Services • Unlimited phone consultation with a licensed attorney • Landlord tenant/Real Estate • Custody/visitation concerns • Wills and Trusts • Family law • And much more

17. Financial Services • Unlimited phone consultation with a financial planner • Credit card consolidation • Credit restoration • Retirement planning • And much more

18. Identity Theft • Prevention and security • Immediate response suggestions • Fraudulent charges and disputes • Credit restoration and follow-ups • And much more

19. Educational Opportunities • College preparation guide • Resources for advancing education • Financial aid referrals • Two-year, Undergraduate, and Graduate programs • Career counseling • GED, Special Degrees, and Vocational program resources • Scholarship information • And much more

20. 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

21. Healthy Literature • Information is available to you on any issue of concern on a variety of topics • HealthYMail monthly newsletters • Affinity Quarterly newsletters

22. Personal Services & Community-Based Resources • Information and referrals are provided for but not limited to: • Home repairs • House cleaning service • Entertainment events • Landscaping services • Ridesharing programs • ACI is here to help!

23. 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

24. Training • Topics that highlight the EAP services • Fun, entertaining & educational • Your choice of how they’re conducted: • Onsite trainer • Webinar • Do-it-yourself To arrange a training work through your location HRD and/or contact ACI directly.

25. EAP Help in Critical Times • Examples of Critical Incidents Include: • Death of an employee • Severe injury • Prolonged/severe illness • Workplace violence • Any traumatic event that impacts employees

26. Supervisor/Manager Role • To expect good job performance • To provide a safe work environment • To make sure the job gets done • To ensure quality in the product/service To do this the manager must: • Know what it takes to get the job done • Know the employees’ abilities • Know if there is a change in either • Communicate job expectations

27. Managing the Troubled Employee • Recognition • Documentation/consult with HR • Discussion • Job performance improves or • Job performance problems continue • EAP interview • Follow-up

28. Signs and Symptoms • Absenteeism • On-the-job absenteeism • Difficulty in concentration • Appearance • Confusion • Inconsistent work patterns • Generally lowered job efficiency • Poor employee relationships

29. 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

30. Types of Referrals • Self-Referrals- An employee or family member contacts the EAP directly • Supervisory Referrals- You recognize that an employee’s job performance has deteriorated and that continuing or emerging patterns of behavior are cause for concern

31. 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 • How and when to make a referral – refer to the Virtual Folder Risk Management tab for procedures

32. 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

33. 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

34. Do you need someone to talk to? Talk to us! Multiple resources are available at your fingertips… Manager/Supervisor/HR link: Employee link: Email: Call: http://www.acieap.com/vlink/vfolder/cnic/ http://cnic.acieap.com eapinfo@acieap.com 800.932.0034