Supervisor Orientationto CONCERN® Services

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• CONCERN is a part of the Corporate Health division of the TriHealth Healthcare System.

• We provide a range of services, including assessment, referral, short-term counseling, crisis intervention, work/life services, management consultation, individualized parent and lifestyle coaching, and absence management.

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• Self-referrals account for 95% of all referrals.

• The employee, spouse or dependent calls and schedules an appointment.

• Convenient times and locations are offered.

COUNSELING SERVICES

SELF-REFERRALS

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CONCERN® ASSISTS WITH:

• Family conflict, marital, parenting concerns

• Work-related problems

• Loss, grief issues

• Eldercare issues

• Emotional adjustments

• Retirement planning

• Illness, aging concerns

• Any work/life issue

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• Call 513-891-1627 or 1-800-642-9794 outside the Cincinnati area

• CONCERN has convenient office locations

• Day and evening appointments are available

TO SCHEDULE A CONFIDENTIAL APPOINTMENT:

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CONCERN’s ONLINE SERVICESwww.concernservices.com

• CONCERN WorkLife Services

• My CONCERN

Coach

– Parenting

– Wellness/Lifestyle

• Ask-A-Counselor®

• Online registration for seminars

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CONCERN WORKLIFE SERVICES

• WorkLife Services are…

– Confidential

– Available around the clock, every day of the year

– Accessible on the web, through the CONCERN Worklife Services link

– Free to employees of CONCERN companies and their dependents

– Bilingual-many content areas are available in Spanish

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……

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CONCERN WORKLIFE CONTENT CATEGORIES INCLUDE:

• Child Care and Parenting– Adoption

– Child Care

– Education

– Developmental Stages

• Aging– Caregivers

– Seniors

– Adults with Disabilities

– Home Health Care

• Balancing– Personal Growth

– Relationships

– Families

– Mental Health

– Addiction and Recovery

• Thriving– Healthy Eating

– Medical Care

– Health for all Ages

• Working– Effective Manager

– Training and Development

– Career Transitions

– Workplace Productivity,

– Safety, Stress and Diversity

• Living– Financial

– Legal

– Safety

– Fraud and Theft

– Home Buying/Selling

– Leisure Time/Travel

– Pets

– Resource Locaters for child care, elder care, pet sitting services, and more

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• Parenting made simple

• Quick and convenient access, 24 hours a day 365 days a year

• A one-stop parenting resource

• Personal attention, with a tailored plan of action

• Just what you need, when you need it, with a human touch

My CONCERN COACHParenting

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Ask-A-Counselor

Ask-A-Counselor , a confidential service located on CONCERN’s website, www.concernservices.com is designed to provide practical information and assistance for problems of daily living.

Through encrypted email communication, you can ask your question and you will receive a private response to your inquiry within two business days from one of CONCERN’s licensed professionals.

Go to CONCERN’s website; www.concernservices.com

Click on ‘Ask-A-Counselor

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PHONE-BASED WORK/LIFE SERVICES

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What Legal Services are Available?

�Access to a scheduled meeting with an in-person attorney; or immediate access to attorney via telephone (Telephone Advice Attorney Network) for up to 30-minute consultation, at no charge, around a variety of common legal issues

�Consultation consists of an analysis of the situation and advice on how to proceed. There is no document review or creation during this free consultation.

�25% discount (certain exclusions apply)

MY LEGAL CONCERNS

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Adoption

Child Custody

Child Support

Credit or Debit Issues

Criminal

Divorce

DUI/DWI

Elder Law

Estate Planning

Grandparents’ Rights

Guardianship or Conservatorship

Immigration

Injury

Insurance

Landlord/Tenant

Medical Malpractice

Medicare

Name Change

Nursing Home

Power of Attorney (POA)

Probate

Real Estate

School Issues

Social Security/Disability

Taxes

Traffic Tickets

Trusts

Wills

Most common types of law employees need:Family Law, Criminal, Bankruptcy, Adoption, Elder Care,

Wills, Trusts, Estate Planning, Consumer Issues

MY LEGAL CONCERNS

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Discount

If you choose to retain the in-person referred attorney, you receive a *25% discount off the attorney hourly fee for most types of law (criminal, bankruptcy, immigration have discounted flat rates).

*The 25% discount excludes any retainer fees, court fees, filing fees,

administrative charges, investigative fees, or discounts for flat rate fees.

Types of Issues not Covered:

Employment-related for employees and family members, own business, class

action lawsuits, and taxes.

MY LEGAL CONCERNS

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What Financial Assistance is Available?

�Bankruptcy

�Budgeting (to cope with reduction in household earnings; to reduce debt; to save; household budgeting)

�Buying a home for the first time

�Foreclosure prevention

�Major life event planning (wedding, adoption, divorce)

�College fund planning

�Credit card debt (lowering rates; consolidating debt)

�Credit card fraud

�Financial planning

�Retirement planning

�“Strategies” financial planning with CFP

Access to free, telephonic-only financial education on a variety of consumer issues:

MY FINANCIAL CONCERNS

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What ID Theft Recovery Services are Available?

� Provides basic education from a legal/financial consultant to support employees in their efforts to restore financial identity or avoid identity theft

� Service is available Monday - Friday 8 am - 9 pm Eastern

� Free Identity Theft Packet

� The Identity Theft Protection Guide: Safeguard Your Family, Protect Your Privacy, Recover a Stolen Identity

� The Federal Trade Commission’s “Taking Charge” (brochure)

� The Federal Trade Commission’s “ID Theft Affidavit form”

MY ID THEFT CONCERNS

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SUPERVISOR & EMPLOYEE ENRICHMENT TRAINING

Free Seminars for our CONCERN customers

• Registration By PhoneCall: 513-977-2165

• Online Registration: www.concernservices.com

– Click the ‘Enrichment Seminars’ or ‘Supervisory Seminars’ link on the home page.

– Click ‘Sign Up Online’ to the right of the training topic.

– Complete the registration form and click the send button.

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2015 Supervisory Training

Team Building

February 4, 9:00-11:00am, Bethesda North Hospital, SchreinerFebruary 5 and February 10, 12:00-1:00pm, Live Webinar

Managing Change in the WorkplaceMay 7, 9:00-11:00am, Bethesda North Hospital, Schreiner

May 6 and May 11, 12:00-1:00pm, Live WebinarMotivating Employees

August 5, 9:00-11:00am, Bethesda North Hospital, SchreinerAugust 10 and 12, 12:00-1:00pm, Live Webinar

Recognizing Assets: Using Positive Psychology in the Workplace

November 4, 9:00-11:00am, Bethesda North Hospital, SchreinerNovember 5 and 10, 12:00-1:00pm, Webinar

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2015 Employee Training

Caring for the Caregiver

January 7 and January 12, 12:00-1:00pm, Live Webinar

Managing Your Work Stress

April 7 and April 15, 12:00-1:00pm, Live Webinar

Time Management at Work: Making Time Work for You

July 7and July 15, 12:00-1:00pm, Live Webinar

Emotional Intelligence

October 7 and October 12, 12:00-1:00pm, Live Webinar

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MANAGEMENT REFERRALS

CONCERN can assist

managers through its informal

and formal referral process

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EMPLOYER REFERRALS

• Management referrals are utilized when a manager or supervisor refers an employee to CONCERN before the employee’s job is affected

• This referral directs the employee to CONCERN before problems at home begin affecting the quality of their work.

• If the employee’s performance deteriorates, the next referral step will be taken.

Informal Management Referral

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FORMAL MANAGEMENT REFERRALS

Performance Referral

Utilized when the employee’s work performance, attitude, or behavior has deteriorated to the point of being a significant problem

• Designed as a management tool to assist supervisors and employees when there is a specific problem that needs to be dealt with

• May be mandatory or non-mandatory

• The employee usually remains on the job, and with signed releases the counselor makes recommendations and counselor and supervisor are able to provide feedback.

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FITNESS FOR DUTY REFERRALS

Used when there are substantial questions about the appropriateness or safety of the employee in the workplace

• Reasons for FFD referrals include:

– Risk of harm to self or others

– Evidence of serious mental health symptoms

– Antagonism, anger outbursts, threats of violence

– Suicidal or homicidal thoughts or threats

– A failed drug and/or alcohol screen

– Coming to work under the influence of drugs or alcohol

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FIVE STEPS TO A SUCCESSFUL SUPERVISORY INTERVENTION

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• These signs could indicate that a

drug or alcohol problem is affecting

the job

• It could also indicate that other

problems are affecting job

performance, including personal or

medical difficulties

• The Supervisor remains alert to changes in the

employee’s behavior that could signal a

performance problem, or unsafe work practices

STEP ONE: RECOGNITION

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ATTENDANCE

• A large number of unscheduled absences, particularly on Fridays or Mondays

• Frequent tardiness• Questionable excuses for

absences or tardiness• Unexplained disappearances

during the workday• Extended break times• Too much time on the phone

handling personal business• Frequently leaving work early

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PRODUCTIVITY

• Inconsistent quality of work

• Making more mistakes than is acceptable

• Missing deadlines

• Wasting time and materials

• Poor follow through with tasks

• Slow at starting a task, or taking more time to complete a task

• Difficulty following instructions

• Poor decisions

• Difficulty remembering tasks or details

• Needing constant supervision

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ATTUTUDES AND MOOD

• Alternating times of high and low morale

• Lying and exaggerating

• Defensiveness

• Irritability

• Frequent complaints

• Overreacting to criticism

• Temper outbursts

• Difficulty working with others

• Increased nervousness

• Criticizing or berating others

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• Document any time you’ve met with any employee to address on-the-job behavior

• It helps you express your concerns in concrete, specific words

• It directly outlines the action that’s needed

• It helps to see the situation objectively

• It is a memory aid for facts, dates, and figures

• It prepares you in case the situation worsens, and you need to take further action

• Consider talking with HR or calling CONCERN for a consultation

STEP TWO: DOCUMENTATION

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WHAT SHOULD THE DOCUMENTATION CONSIST OF?

The date

and time it

occurred

A narrative of

what occurred

The results of

consulting

Supervisor’s

observations

A checklist of

symptoms

Witness

statements

The final

decision

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• Meet privately with the employee. Assure them of confidentiality

• Start on the positive. Describe the issue in a constructive way, focusing on the behavior not personality

• Seek employee input using open-ended questioning

• Clearly define your expectations for improvement and a timeframe to meet those expectations

• Place the responsibility for the problem and the solution on the employee

• Explain the consequences if there is no improvement in the areas discussed

STEP THREE: INTERVENTION

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� “My observations of your work have been . . .”

� “The performance I expect from you is . . .”

� “It is important that you correct the problems

as soon as possible.”

� “I expect to see improvement by . . .”

� “You need to attend an assessment at CONCERN,

and to follow their recommendations.”

� “If there is no improvement, the consequences

are . . .

Give clear, concise

feedback and expectations

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APPROPRIATE ACTION CAN BE . . .

An Informal recommendation

Approaching the employee with empathy, letting them know that free counseling is available

A Management Recommendation

Based on some performance problems, recommending counseling voluntarily

A Management Referral Based on performance problems, a referral for an assessment and recommendation for counseling

Fitness for Duty Suspension until completes CONCERN’s recommendations

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THE COMPANY REPRESENTATIVE CALLSThis provides CONCERN with the opportunity

to serve as a consultant to the Supervisor. We

obtain the background information, and clarify

the requirements for the referral, including the

necessary forms.

THE EMPLOYEE SIGNS THE RELEASE

This form allows CONCERN to communicate

with company regarding the date and time of

the initial appointment. When the employee

attends the appointment, a more permanent

release is signed.

STEP FOUR: REFERRAL TO CONCERN

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• COMPLETED FORMS ARE FAXED TO CONCERN

The referral form allows CONCERN to communicate with company

personnel regarding the date and time of the initial appointment. Once the employee has attended the appointment a more permanent release will be signed.

• FFD CASES MAY REQUIRE AN INDEPENDENT EXAM

This exam is approved and paid for by the employer. This exam rules

out risk of harm to self or others. We recommend that the Company’s

Human Resources Professional be involved in these cases.

STEP FOUR: REFERRAL TO CONCERN cont’d

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• An essential part of the process

– It allows for ongoing exchange of

information and review of treatment

participation, progress, and improvement

in the workplace

– It is also critical that the supervisor meet

regularly with the employee to review

progress in meeting performance

expectations

Please note: Confidentiality binds Counselors at all times and they

are able to release specific information only with a signed consent

STEP FIVE: FOLLOW-UP

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UTILIZING CONCERN FOR ONGOING CONSULTATION

CONCERN continues to be available to the Supervisor for any questions he or she may have in the course of working with this or any other employee experiencing performance problems.

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For any service or questionsCall 513-891-1627 or 1-800-642-9794

or check our web site www.concernservices.com

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WITH CONCERN’S HELP, THE SUPERVISOR CAN CONTINUE TO BE PROACTIVE IN THE

COMPANY’S COMMITMENT TO SAFETY.