AGENDA• LifeScope highlights • LifeScope services• Confidentiality• LifeScope online• Management supports• Crisis services

High BloodPressure

360 View of the Person

Financial Autistic Child

Divorce

Diabetic

Stress

Lack ofEnergy

Depression

OverWeight

Parent-ing

Elders

Anxiety

Overall Wellbeing

Personal and Work Stress

Social Support

Fitness and Nutrition

Challenges Around Life Transitions

Emotional Health and Wellbeing

Alcohol/ Substance Use

3

Eligibility All Faculty and Staff

All Household Members of Faculty and Staff

4

Immediate family members who impact faculty and

staff

• Legal Consultations & Referrals•On-line Will Prep• Identity Theft• Financial

Consultations & Referrals•Convenience

Services

•Nutrition/Weight Management• Smoking

Cessation Programs• Stress

Management• Support Groups•Gyms/Health

Clubs

• Prenatal/Fertility/Adoption•Childcare•Adult/Elder Care:

Entitlement, Housing & Hospice• Educational

Services• Parenting

Life Services for Everyday Living

•Counseling Services Face-to-Face Telephonic

•Grief/Loss•Dependent Coverage•Robust Network:

5

LifeScope More to Life

EAP

LifeChoice

EAP/Wellness

Solutions:In-depth consultations Information about government, community-based and private resourcesReferrals to child care centers, nursing homes, nanny services, emergency back-up providers, summer camps, public and private schools, lactation support, adoption assistance and much moreMaterials & Resources: tip-sheets, check-lists, handbooks, electronic media and other educational materials

LifeLync

Family and Caregiving

Common Concerns:Prenatal/Fertility/AdoptionChildcare: in-home, centers, nannies, etc.Gifted children/Special needs Adult and Eldercare: entitlement, housing, hospicePet careAcademic guidance: pre-school through continuing educationParenting

LifeScope More to Life

EAP

LifeChoice

EAP/Wellness

LifeLync

Analytics

Daily Living Legal

Eldercare tools (i.e. wills, health care proxies, and powers of attorney) Adoption Divorce/custody Landlord/tenant Contracts Criminal Up to 30 minutes free telephonic legal consultation 25% discount if participating lawyer is retained

*Employment issues not covered

Mortgages Estate planning Identity theft recovery Debt management Financial management skills Up to 30 minutes free initial phone consultation with a financial

educator Referrals to certified financial professionals

Daily Living Financial

Assistance with everyday tasks:Recreation and leisureMajor purchasing decisionsMoving and relocation Household maintenanceEventsCommunity and civic involvement

Resources and referrals:Chore services/house cleanersConsumer comparisonsReal estate brokers and rental agentsContractors, electricians and plumbersEvent and party plannersVolunteer opportunities

Daily Living Convenience Services

LifeScope More to Life

EAP

24 hour telephonic access to Master’s-level clinicians, including crisis counseling

1-5 free face to face counseling sessions near work or home

Multi-cultural/multi-lingual counselors; TTY/TDD capability for hearing impaired

Convenient referrals for ongoing needs

Confidential

Emotional Well Being

LifeScope More to Life

EAP

Emotional Well Being

Relationship difficulties Family Mental health concerns Life cycle events Grief and loss Alcohol/substance misuse Workplace challenges Stress

LifeScopeMore to Life

EAP

LifeChoice

EAP/Wellness

LifeLync

Analytics

Referrals to:Gyms & health clubsNutrition & weight management programsSmoking cessation programsStress managementTraditional & alternative medical resourcesSupport groups

Health and Wellness

Adherence to federal and state confidentiality requirements

Professional code of ethics and guidelines

Release of information only with written consent

Confidentiality revoked only in the event of imminent harm to self or others, as required by law

Confidentiality

• Lawyers and Financial Counselors are available by phone

• Work/Life Consultants are available 24/7 by phone or through the web site

• Licensed Mental Health Counselors available by phone 24/7

• Call 1-800- 828-6025

Access

Access

User Name: Williams CollegePassword: guest

Features Continued

Relocation Center – Information on US communities Savings Center – on-line discounts on hundreds of name-brand goods, travel,

restaurants, and more Skill Builders – 65 interactive e-learning sessions on management, workplace

& interpersonal topics Health Tools – interactive health resources MEDLINEplus – Online access to the National Library of Medicine WebMD – obtain medical appointments online

Quick Quiz

1. The EAP isa. Federal Agencyb. Employee Assistance Programc. Environmental Protection Act

2. LifeScope services is/area. Confidentialb. For just faculty and staffc. Thinks of the whole person

Quick Quiz

3. Work Life Consultants area. Available 24/7b. Help you find child care resourcesc. Do a comparison analysis of a product such as an appliance

4. LifeScope can help you locate a. Child care resourcesb. Spas and yoga programsc. Pet care services

Quick Quiz

5. LifeScope legal servicesa. Telephonicb. Makes referrals to local attorneys and you get 25% discountc. Will help you with writing a will

6. LifeScope provides you access to a licensed mental health counselor for 1-5 visits. These visits are

5. Confidential6. Free 7. Can only use once in a 12 month period.

Quick Quiz

6. LifeScope provides you access to a licensed mental health counselor for 1-5 visits. These visits are

a. Confidentialb. Free

c. Per Incident

MRC Line: MANAGEMENT SUPPORTS

•Management consultation: high-risk situations, critical incidents, downsizing/reorganization, conflict resolution, performance issues, etc. •Management referrals: formal and informal• Fitness-for-duty consultation and coordination

MANAGEMENT SUPPORTS

Management consultation• Discuss challenging workplace and employee situation• Obtain professional guidance and support• Consider multiple layers of impact (productivity, morale, legal,

employee relations, compliance, union contract issues, policy, and human decency)

• Develop a carefully conceived plan• Review interventions including Formal Referral• Prepare for a constructive meeting with employee

YOUR SUPERVISORY ROLE AS A MANAGER

• Oversee work process and product• Model and enforce appropriate workplace behaviors• Observe and monitor employee well-being• Provide mentorship, feedback and guidance • Address problems proactively, professionally and

sensitively

IDENTIFYING A DISTRACTED EMPLOYEE

• Employee self-disclosure• Co-workers report concerns• Job performance declining (missed deadlines, mistakes)• Accidents• Absenteeism/presenteeism/tardiness• Change in physical appearance/grooming• Excessive emotionality/apathy/withdrawal• Interpersonal conflict

WHAT NOT TO DO

You risk crossing professional boundaries if you: • Ignore it - it affects the work• Discuss it carelessly – it disrespects the employees privacy• Diagnose or be a therapist - it could create a liability

Why Supervisors Don’t Intervene 1. Time2. Confidence 3. Hope the problem will go away 4. Discomfort with the role5. Addressing one problem might bring out

more6. Lack of organizational support7. Fear of the emotional reaction of employee

Key Benefits to Addressing an Employee’s Behavior

1. Morale2. Retention of the best employees3. Productivity of the Department4. Distressed employee’s success

WHAT TO DO

Early intervention is in everyone’s best interest• Document and keep record of specific incidents• Discuss your concerns with appropriate personnel• Address the employee before problems escalate • Express concern• Specify work impact• Communicate expectations• Offer supportive resources, such as the EAP

Three Levels of Response1. Green

1. Early signs2. Inquire3. Set expectations

2. Orange1. Pattern of behavior2. Impacting performance of ee and others, including morale3. Inform HR

3. Red

Three Levels of Response3. Red

1. Ongoing pattern and earlier interventions have not resulted in desired change

2. High Risk Behavior3. HR needs to be included

EAP REFERRALS WHEN PERFORMANCE IS A CONCERN

“Informal” Suggested Referral• Supervisor/manager encourages employee to call for

personal or potential performance issues• All contact remains completely confidential

“Formal” Management Referral• Referral made by supervisor/manager/HR to address

performance concerns• Feedback on compliance with referral/recommendations

provided with written consent

EAP REFERRALS WHEN PERFORMANCE IS A CONCERN

“Informal” Referral• Alex always on time; last two weeks

showing up late 4 of 10 working days; offered no explanation• Toni reports overwhelmed with taking care

of elder parent and is not sleeping

EAP REFERRALS WHEN PERFORMANCE IS A CONCERN

“Formal” Management Referral• Pat is moody and team members “walk on

egg shells” when dealing with Pat. You have spoken to Pat in the past about this behavior. Last week Pat yelled at another employee and called that employee “a total idiot”.

Formal Referrals

1. Call the MRC line (1-877-267-1585) 2. Provide the Clinical Consultant with:

1. Your contact information2. Name of employee who will be calling3. Reasons for referral (work performance)4. Actions taken to date

3. Clinical Consultant will send you a Release for Information (ROI)

Formal Referrals (cont’d)Meeting with the employee

• Clearly state performance concerns• Clearly explain expectations and timelines• Describe LifeScope referral as a supportive resource• Assurance of confidentiality• Limited feedback on compliance only provided to

HR/manager and requires signed release forms sent to LifeScope

Formal Referral (cont’d)1. Employee to sign Release of Information to allow for feedback

between Consultant and designated personnel within organization; feedback limited to compliance with referral

2. Employee will call Life Scope 1-800-828-6025 and be connected with a Clinical Consultant (primary point of contact) for intake and ongoing case management

3. Consultant will facilitate a referral with an EAP counselor, qualified to address specific areas of concern

4. Consultant will monitor employee’s progress /compliance with recommendations, which may extend beyond company session model, if indicated

Formal Referral (cont’d)What kind of feedback can HR/Management expect?

1. Consultant will notify HR/Manager of contact made with EAP2. Consultant will inform HR/Manager of program participation3. Consultant will not reveal diagnostic, treatment or other

personal information4. Referral will be most effective when Consultant provided with

work performance status reports5. EAP and managers work as a team in restoring employee

productivity

CRISIS SERVICES

Crisis Response: Critical Incident Response (CIR)• Traumatic incidents • Violence in the workplace• Death of an employee• Natural disaster• Catastrophic events• Other critical incidents

ACCESSING LIFESCOPE

1-800-828-6025www.LifeScopeEAP.com

Username: Williams College; Password: guest

Manager~LifeScope (EAP) Partnership