Assure Programs Associate Manual€¦ · Your involvement with the Assure Programs EAP network is...

Assure Programs Associate Manual version 200613. This manual is commercial-in-confidence and is © Copyright to Assure Programs Assure Programs – part of the Ingeus group of companies | Ingeus Australia Pty Ltd ABN 87 152 509 370

Assure Programs Associate Manual


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WELCOME TO ASSURE ....................................................................................................... 2

Welcome to the Assure Programs EAP network 2 The nature of the agreement .................................................................................................................................................................................... 3 Who do you call? ....................................................................................................................................................................................................... 3 About Assure Programs ............................................................................................................................................................................................. 4 About Ingeus ............................................................................................................................................................................................................. 4 Assure Programs customers and clients .................................................................................................................................................................... 4 Assure Programs psychologists and consultants ....................................................................................................................................................... 5 Other EAP Services Provided by Assure Programs .................................................................................................................................................... 5 What we give you as an Assure Programs associate ................................................................................................................................................. 5 What we ask of you as an Assure Programs associate .............................................................................................................................................. 6 Quality - certificate number QEC25900 ..................................................................................................................................................................... 6 How you can meet Assure’s Quality and Continuous Improvement Standards ........................................................................................................ 6 Criteria: Selection and Separation of EAP counseling associates .............................................................................................................................. 6

MANDATORY READING ..................................................................................................... 7

Efficient EAP Administration 7 Invoicing .................................................................................................................................................................................................................... 7 EAP Forms you will become familiar with (using the online portal or hard copy) ..................................................................................................... 7 Fees and EAP Allowance Structure ............................................................................................................................................................................ 7 Maintaining the Philosophy of Service ...................................................................................................................................................................... 9 The Process of the EAP Counselling Interventions (brief) ....................................................................................................................................... 10 Guidelines for managing potential complications in EAP cases .............................................................................................................................. 10

ADDITIONAL READING AND RESOURCES ......................................................................... 12

Overview of EAPs 12 What is an EAP? ....................................................................................................................................................................................................... 12 Benefits of EAP services & Return on Investment ................................................................................................................................................... 13 Philosophy of Service................................................................................................................................................................................................. 9

Best-Practice EAP Counselling (detailed) 15 Understanding the parameters and role of EAP ...................................................................................................................................................... 15 Initial confidential EAP............................................................................................................................................................................................. 15 Neutrality (not advocating for the client or organisation)....................................................................................................................................... 15 Appropriate liaison with the workplace or other treating practitioners ................................................................................................................. 16 Managing EAP entitlements and appropriate role of Extensions of EAP Entitlements ........................................................................................... 16 Suggested Phrasing for managing expectations of request for extensions ............................................................................................................. 17 Assure Programs primary, solution-focused counselling interventions .................................................................................................................. 18 Assure Programs philosophy of therapeutic intervention (detailed) ...................................................................................................................... 19 Multicultural counselling and EAP ........................................................................................................................................................................... 21 Relevant Industrial Relations Legislation and policies related to workplaces and EAP ........................................................................................... 22

CASE STUDIES .................................................................................................................. 23

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Case 1 - EAP counselling

Case 2 - Manager Support Program

Case 3 - Critical Incident Counselling Response 26

Welcome to Assure

Welcome to the Assure Programs EAP network

Congratulations on accepting our invitation to become an EAP associate for Assure Programs. You are now part of a network of

psychologists throughout the world participating in the provision of psychological services to our EAP clients.


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Our main reason for establishing this network of selected psychologists was to extend the availability of quality Employee

Assistance Programs to our clients. However another important goal we have, and which we hope is shared with you, is that the

network is professionally enriching and of mutual commercial benefit.

Your involvement with the Assure Programs EAP network is completely voluntary and you are free to cease your links with

Assure Programs at any time, subject to the service agreement. We also have this right.

The nature of the agreement

To ensure that all parties are clear on the conditions of the relationship we have prepared a Services Agreement, which you will

need to sign and return to us. This Services Agreement is designed to protect everyone’s interests and we are sure you will find

it easy to understand and perhaps even reassuring.

By formalising the agreement we are ensuring that everyone knows what is expected of them so that the arrangement can work

smoothly and professionally.

This manual summarises more than 20 years of experience in the field. However, this is the initial guide for experienced

professionals who join our network. Please call us for any clarification and for specific scenarios that you'd like guidance on.

Who do you call?

During your orientation to the Assure network and for ongoing peer supervision, advice, feedback and general enquiries…. we

are just a phone call away. This open-door policy is essential for maintaining great relationships and customer care.

In your state:

During your orientation you will be given the contact details of your state-based Director or Managers. Please call them in

relation to EAP services, unless requested otherwise on a case-by-case basis. The EAP number for clients, nation-wide is 1800

808 374

Assure Programs Australian Headquarters (345 Ann Street, Brisbane, Qld 4000):

Our phone number is 1800 505 015 or 07 3211 8919

Our fax number is (07) 3211 8024

Our email is [email protected]

Our Web-site is www.assureprograms.com.au


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About Assure Programs

Assure Programs is a national provider committed to improving workplace wellness at the individual, team and organisational

level. Founded in the practice areas of organisational development and employee assistance programs, Assure's core services

include individual confidential counselling, complex referral management, critical incident management, vocational counselling,

crisis support and leader advice.

Our capabilities are built on the principles of positive psychology and extend to any service that enables people to better take

advantage of work and life opportunities (e.g. health and wellbeing, positive parenting, learning) and which ultimately enables

people and organisations to flourish. Our services are delivered by highly experienced, registered psychologists who benefit

from the collective knowledge and evidence-based practice that we have built up since our inception in 1991.

Read more.. http://www.assureprograms.com.au/

Assure Programs Purpose: Empower individuals, organisations and communities to flourish by inspiring authentic change with

quality, ethics & passion.

About Ingeus

The Ingeus group evolved from a small rehabilitation company that commenced operations in Australia in 1989. Founded by

Managing Director, Thérèse Rein who holds an Honours degree in Psychology, Ingeus assisted individuals to overcome injuries,

regain strength and confidence, return to optimal health and wellbeing and re-enter the workforce. Ingeus assisted employers

with strategies to reduce absenteeism and downtime caused by injury and illness, reduce workers compensation claims and

premiums, and adapt their workplaces to assist injured workers back to work. The company also worked closely with the

government and insurers to provide rehabilitation and injury management solutions.

Ingeus quickly recognised that many of the skills needed to assist injured workers could be adapted and refined to assist long-

term unemployed people back into the workforce. This led to its expansion into employment services in Australia in the early

1990s and subsequent international expansion. Ingeus currently delivers employment services in the United Kingdom, France,

Germany, Sweden, Switzerland, Poland, South Korea and Saudi Arabia and continues to provide specialist vocational health

services in many of these countries.

When Ingeus sought to find new ways to serve Australian people, Assure Programs, with its inherent belief that ‘people matter’

was the right fit. Ingeus’ core focus was to support encourage and enable people to gain and sustain work – the natural

progression was to extend this support to enable individuals to better manage the challenges, pressures and opportunities of

day-to-day life. Most importantly, Ingeus and Assure were united in a shared commitment to providing individually tailored

services which focus on providing the best outcome for each individual and to empowering them to build a better future.

Read more… http://www.ingeus.com/

Assure Programs customers and clients

We provide services that are available to more than 180 organisations, covering 200,000 employees and their immediate family

members. Assure Programs provides services to a diverse range of public and private sector organisations across Australia and

New Zealand in varying industries including:

Banking & Finance

Legal and ProfessionalServices

Insurance

Retail

Mining and Energy

Construction and Projects

Manufacturing

Health and Human Services

Travel & Tourism

State and LocalGovernments

Education


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Assure Programs psychologists and consultants

All Assure Programs psychologists and consultants are registered psychologists or clinical social workers and eligible for full

membership of the Australian Psychological Society or the Australian Association of Social Workers. They have been invited to

join the Assure Programs team through their demonstrated experience in the provision of EAP counselling and consultancy

services. All Assure Programs psychologists and consultants recognise the complex interplay of organisational dynamics, morale,

wellbeing and leadership in contemporary work environments. Assure Programs service delivery standards are consistent with

the Employee Assistance Professional Association of Australasia (EAPAA) Code of Ethics.

Other EAP Services Provided by Assure Programs

You may be contacted by Assure to discuss providing other important EAP related services such as:

Critical Incident Management Services (CIMS)

EAP awareness (information) sessions for employees and leaders

On-site EAP counseling services for remote and some metro based customers

Specifically requested psychological services (Specific Referrals) whereby the organisation requires some feedback,

reporting and recommendations.

Education sessions on a range of topics including, wellbeing, stress management, communication, conflict, health

psychology, improving sleep and more

What happens if you are contacted directly by the customers or the referral comes directly to you (and not via Assure

Programs).

If you are requested to provide a specific service beyond confidential EAP, please gain an understanding of what the referrer is

requiring and contact Assure Programs. We can then further the referral using our standard protocols (which includes a written

referral, logging the service on our record management system and discussing costs directly with the referrer).

What we give you as an Assure Programs associate

In valuing our excellent relationship with you and as part of our professional agreement we offer the following support and resources:

Orientation to best-practice EAP services

Open door policy for support in admin, EAP and other issues related to Assure Programs services

Open door policy for case discussion and managing complex cases related to workplace issues

Regular feedback as part of our Quality Management System - Please see section below for examples of positive

feedback to Assure Programs counsellors.

Access to a collegiate support from a network of experienced psychologists and counsellors with a range of expertise.

Opportunity to attend in-service professional development sessions conducted by metropolitan officers

Regular updates and newsletters - let us know if these don't reach you

Access to Assure Programs web-based resources for clients and leaders. Click on the Resources tab on the top right

corner. www.assureprograms.com.au

Secure associate section of our website with e-versions of our EAP forms, Best practice resources and news and update:

Password available by calling or emailing Assure Programs head office.

Timely payment of approved services that you provide

EAP related Articles and Documents: The following is a list of information you can request to be emailed or sent to you from Assure Programs.

Contemporary practices for ‘early psychological interventions’ post-critical incidents

Assure Programs EAP Leader Guide (guidelines for referral and managing distressed employees)

Generic EAP Brochure (explains what is any EAP, and how it works for employees)

ABS Mental Health Information

Ask us about a whole range of other topics by phone or email, we may have them!!


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What we ask of you as an Assure Programs associate

In valuing our relationship with you we ask the following of you as an Assure Programs associate:

Commitment to Assure Programs Philosophy of service including providing a professional and friendly service whiledelivering best practice EAP services

Commitment to quality through our two-way feedback process as an opportunity to develop as individuals and anetwork

Proactive advice seeking; please do call us for queries or for direction regarding cases and administration

Keep up to date with us - if you haven't been receiving newsletters or calls, please let us know. We want you to beinformed of our clients, their needs and changes as they occur

Keep us informed of any changes to your availability, contact details and holidays.

Quality - certificate number QEC25900

Assure Programs operates a Quality Management System that is registered to AS/NZS ISO 9001:2008 for the provision and management of employee assistance programs and associate network, and provision of organisational development and consulting services, critical incident management services and clinical psychology services.

Assure Programs is committed to providing a quality service to individuals and our client organisations. Further details of our quality systems and a copy of our Quality Manual can be provided upon request to contracted associates.

How you can meet Assure’s Quality and Continuous Improvement Standards

Maintain competent practice, through ongoing registration and professional development Participate mindfully in the giving and receiving of feedback related to EAP service delivery Provide Assure with suggestions for improvement and identify risks where you see them Participate in audits upon request. You will be given sufficient notice of such audits, which will always remain within

your scope of knowledge. The system is being audited, not the quality and performance of individual people.

Criteria: Selection and Separation of EAP counseling associates

The criteria for selection of EAP counselling associates (contracted to Assure):

Qualifications, registration and experience/knowledge of discipline (eg tertiary qualified social science degree, currentregistration with relevant board, experience in related field of psychology, social work, counselling)

Professional and ethical practice (eg adherence to confidentially, secure store of records, lack of serious complaints,lack of ethical/professional breaches with the relevant registration boards)

Adherence to providing a safe and comfortable consulting room(s) (eg comfortable consulting rooms, good condition,evacuation procedures)

Ability to Supply & Responsiveness (eg return calls, administration and forms, follow up on supervised cases, adequateappointment hours and availability),

Performance (eg evidence of positive feedback, satisfactory interventions observed during case discussion, repeatbusiness, referees)

The criteria for separating an EAP counselling associate from the Assure network includes

Failure to perform satisfactorily despite reasonable assistance and management action – monitored over time, withopportunity to improve with feedback

Failure to maintain registration and indemnity insurance

Loss or lack of supply and responsiveness

Continued negative feedback provided by our clients in either written or verbal format

Actions that result in impacts to the Assure Programs business, such as reduced value for money, change in focus ofsupplier’s business, supplier is downsizing or relocating

Ethical or quality breach (depending on circumstances, may invoke immediate separation) relating to Assure Programsservice or during service to other customers, and may include:

o Serious environmental or WH&S breacho Evidence of complaint published in appropriate media or regulation boardso Illegal practiceso Practices or behaviours which contravene the Assure Programs, APS and EAPAA guidelines – such as

inappropriate behaviours bringing the profession into disrepute.


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Mandatory reading

Efficient EAP administration

Efficient EAP administration enables swifter payments and on-time reporting for our EAP customers. The process of invoicing,

completing paper work and managing administration will be provided to you by your nominated orientation contact.

In servicing the needs of EAP clients our aim is to provide goal focused, short-term therapy for clients. Assure Programs thus wishes to keep time spent on administration to an absolute minimum. To this end we have developed a few simple procedures which, if followed as specified below, will make life simple for all of us and will ensure you receive prompt remuneration for your services.

When a client contacts Assure Programs for a referral to a local psychologist, our administration team records the client’s name and contact details in our database, and also gathers non-identifying statistical information for reporting purposes.

Clients will be either given your contact details (which we keep up to date on our electronic systems) to call directly or an Assure Programs intake officer will call you to help arrange a suitable appointment time on the client’s behalf.

If a client contacts you directly please check with them by asking if they have ‘registered’ their intake (personal) details with Assure Programs. IF they have yet to do this, please make an appointment for them, but refer the client back to Assure Programs so we can enter them onto our database and gather all necessary information. This can easily happen if the client has seen you for a previous entitlement or has heard about you from a work colleague.

The Assure Programs 1800 number. Please ensure that your Assure Programs clients have the 1800 808 374 number should they wish to contact the EAP down the track or access at a later time. This provides an extra level of assurance that we can respond in a timely manner.

Invoicing

The process of invoicing to Assure for any and all EAP services will be discussed with you during orientation. Pleaseensure that correct forms are received by the 28th of each month for data entry and invoicing.

Invoices with all associated forms are to arrive at your states’ nominated office, by the 28th of the month.

Read the EAP Client Organisations Listing (website version or hardcopy) and its updates in relation to every new client,to ensure your client receives the correct EAP entitlement and is eligible to attend the Assure Programs EAP

When a Client Misses an Appointment or Cancels at Short Notice - If a client formally books a time to see you under theEAP but fails to show or cancels within 24 hours you should charge a late cancellation fee of 1 hour of the client’s time.In such cases tick the appropriate boxes in the ‘Consultation and Presenting Form’. This applies only if you are unableto fill the cancelled appointment time on the day.

Please refer to your Agreement for your hourly rate

Call or email us if your circumstances or availability change for any reason.

EAP Forms you will become familiar with (using the online portal or hard copy)

Client record form (used in your own file management)

Client record management form and statement of confidentiality (provided to client)

EAP consultation form (sent to Assure Programs only)

EAP Feedback Form (provided to client at the first appointment)

Request for extension of EAP Form (sent when required to Assure Programs only)

Fees and EAP allowance structure

EAP session length

The length of each session is up to the discretion of the psychologist and should be worked out according to the needsof the client. Keep in mind, however, that each client is generally only covered for a total of up to 4 hours (see ClientOrganisation Listing via the website or email for details), so sessions should be structured for maximum effectiveness.


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If frequent contact is deemed to be a primary consideration in the intervention, 30 and 45 minute sessions should be used where possible.

Session categories

The Assure Programs fee scheduling system is based on 15-minute session categories. Session categories include:

client contact time

administration

writing up case notes (may take up to 10 minutes)

There are four separate sessional categories, defined as follows:

15 Very brief client contact between 5 and 15 minutes is called a 15 (this may be made up of phone calls from

clients or follow up of details for a particular case)

30 A brief consultation of between 15 and 30 minutes is called a 30

45 A short consultation of between 30 and 45 minutes is called a 45

60 A standard consultation of between 45 and 60 minutes is called a 60

An individual session which runs for longer than one hour should be regarded as a combination of a 60 and the other appropriate session category. For instance a session which runs for one and a quarter hours would be regarded as a 60 and a 15.

The ‘Consultation and Presenting Form’ which is completed at the end of each session has been designed for use with this system. All that is required is the ticking of the appropriate box.

Phone consultations

If you have a significant phone consultation with, or about, a client, you are entitled to charge for your time. Tick the “Phone Consultation” box in appropriate section of the ‘Consultation and Presenting Form’ . Let the client know this has been part of their counselling time.

Managing approved EAP entitlements

Always check with clients if they have seen (phone/face-to-face) another Assure Programs associate in the current

entitlement year (they may have already used some of their EAP time).

Do not proceed with sessions over the time pre-approved by Assure Programs (even if a client mentions they have an

extension - always check with us) .

Request appropriate extensions of EAP early on a fully completed Request for Extension Form and with the

explicit/written permission of the client.

Extensions for family members are generally not approved as a part of the organisations contracted agreement. If there

is a significant impact on the employee and their work, you may like to discuss the extension with a senior intake

psychologist.

Managing client's perceptions and misperceptions of the role of EAP and entitlements is part of your role as a quality

EAP associate. We are happy to assist you in responding to unreasonable requests or to clarify EAP's role for clients.

Initiate referral beyond EAP early if a client needs longer-term support, especially for personal issues. Initiate linkage

back to internal HR or OH&S early (via Assure preferably) if required, and especially if clients report alleged workplace

injury or harassment.


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Maintaining the philosophy of service

Philosophy of Service

The following key ethical responsibilities are paramount in providing best practice EAP counselling and services:

Competence (Professional services)

Confidentiality

Neutrality

Duty of care and continuity of care

Quality Assurance

Responsibility

Accountability

Professional Code of Ethics

We recommend that you read the Australian Psychological Society’s Code of Ethics. These guidelines are especially relevant to EAP associates, irrespective of whether or not they are members of the APS. A copy of the Code can be obtained from the Australian Psychological Society.

The Privacy Act

The National Privacy Principles of the Privacy Amendment (Private Sector) Act 2000 gives individuals the right to know what information an organisation holds about them and a right to correct that information if it is wrong. These provisions apply to client records created or modified from 21 December 2001. Assure Programs and its associates adhere to these principles and outlined below are our guidelines with respect to client records.

Confidentiality

We ask that a copy of Assure Programs privacy statement and client record management is to be provided to each client at the initial session. As per APS guidelines we maintain total confidentiality of services unless the client has granted permission to liaise with or provide information to a third party and when such liaison is appropriate

Professional and neutral EAP service

Always be mindful that EAP requires a confidential, professional and neutral approach, especially when discussing

organisational issues and 'alleged workplace caused issues' ie. 'dual-client issues'.

Only doctors/GPs can recommend/authorise time off work; if you feel this is indicated refer clients to their treating GPs

for their opinion and action.

Do not provide reports/letters directly to clients or Managers/HR without consulting Assure Programs. Any

letters/reports (that ultimately you provide) must be addressed to a receiver and not 'to whom it may concern'.

Cases requiring services outside of standard confidential EAP: Call Assure Programs to discuss any cases which may

require rehab, Return to Work services or Organisational interventions (ie. Mediation) or where you need to invoice

time outside of the standard/approved EAP.

Pro-actively manage client feedback; let us know ASAP of any significant feedback about the EAP and Assure Programs

that we would need to manage.

Pro-active follow up and timely feedback to Assure Programs following specifically requested referrals (CISD and

specific referrals) is essential for feedback to our referrers and HR personnel.

If you're unable to respond to a request from an existing Assure Programs client or for a service requested by us please

let us know ASAP so we can respond quickly to the client and our organisations to provide alternate arrangements.

Please alert Assure’s intake psychologist prior to any conversations with an organization.

Record keeping and storage

As per the Australian Psychological Society Code of Ethics, psychologists must make and keep adequate client records. These records and their contents are the property of the Assure Programs associate and are stored and archived in a secure location for a period of 7 years or as required by law. After this time, records are destroyed.


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The Process of the EAP counselling interventions (brief)

After making the initial booking, the employee will attend their initial appointment with either an Assure Programs staff counsellor or a contracted quality assured associate. The Assure Programs EAP Associate Manual forms the basis for induction and training of all counsellors and specifies a standard approach to assisting our client, following the process below:

Greeting the client and completing EAP record forms for private files – including contact details, privacy statement,

information about the EAP service and confidentiality, and an EAP Feedback Form which clients are encouraged to

complete

Introduction and clarifying the role of EAP – including our philosophy of service (confidentiality)

Initial discussion of needs and goals in EAP counselling

Asking: “what is the main goal or concern for you today, and how can I help you?”

Targeted assessment, formulation and goal setting with the client

Determining the level of intervention which can be provided in a time-focused EAP

Commencement of education and intervention strategies in the first session where appropriate

Assessment of motivation and barriers

Identification of helping resources and active encouragement to use these (e.g. family, workplace, manager, doctor)

Provision of appropriate reading materials

Proactive re-booking and follow up for those clients accepting to engage in a counselling program

Referral service where indicated for longer term intervention plans

Identification of complex or special cases (e.g. escalating conflict or rehabilitation needs) whereby the counsellor will

seek confidential case conference with senior psychology team at Assure Programs main offices to determine further

interventions

At the end of each session.. Asking: “has this been helpful? Is there more information or strategies I can help you with,

or other points to discuss that we haven’t touched on yet?”

Guidelines for managing potential complications in EAP cases

The effective management of these cases most often requires open and effective communication between key parties, readiness to change or engage in the process and a systematic and organised approach by those facilitating the intervention. The potential for complications, misunderstanding, unintended outcomes and frustration arising in both the employee and the workplace is often high in these situations.

Things to look out for

The following points might indicate a potential challenge to a case that begins as confidential EAP but might require further intervention:

Delays in workplace support processes - ie. WorkCover or support from HR

Misunderstandings leading to escalating conflict

Lack of validation and poor assessment of the situation

Lack of commitment and understanding by any key stakeholders

Inadvertent adversarial contexts created by mistrust or miscommunication

Poor existing relationships or morale within the workplace

The employee or employer have unrealistic expectations about the situation and its resolution or unrealistic

expectations about Assure Programs and EAP's role

The employee gaining an unintended perception that EAP is advocating for them

The client, employee or organisation requests you to make direct contact with another party without your knowledge

of that parties consent to be contacted

The employee is reluctant to discuss issues openly with the workplace - given previous issues or other fears

The existence of current or historical conflict or industrial issues - that are complex or in some way not straight forward

The client wanting to access their file from Assure Programs or to request this for legal matters

The client indicates that their HR or managers are not responsive or they have limited trust or confidence in those

whose role it is to manage workplace matters


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Clients with history of issues or communication styles that might indicate a complex case

Slow or no progress causing frustration for client or workplace

What to do - some general points to remember for minimising complications:

Case discussion

Talk to Assure Programs about any cases in transition or likely to require transition to Rehab, RTW or Organisational interventions (organisational work) that are not straight forward and where you'd like some peer discussion or guidance.

Clarify the role of EAP

Clearly articulate to the client the nature of the EAP and neutrality while impressing upon them the positive action and strategies that EAP can assist with. This allows the client to correct any unrealistic expectations about the EAP and its role in workplace matters.

Maintaining neutrality:

Remain neutral when discussing systemic issues by reframing your verbal and written (i.e. reports) interventions with words such as, ‘the employee stated that..’ and 'the employee reported they experienced….', or 'their perception of the situation was.' This clearly shows to the listener/reader that we are reporting what the client reported and not our own opinion, and also helps to open the listener toward effective dialogue versus confrontation or defensiveness. We want to minimise the perception that we draw conclusions based solely on the client's reported experience.

Early identification and intervention:

Identify potential WorkCover or systemic issues as early as possible and encourage the employee to seek appropriate support within the organisation (e.g. HR etc) and encourage appropriate dialogue between the client and workplace. Don't wait until the end of the EAP entitlement to begin a referral process or workplace liaison - start early. Identify if other challenges might arise, such as conflict or personality issues, and consider how best to respond to the client and/or workplace.

Appropriate liaison with the workplace or other party with the client's permission:

With the client's permission, and when appropriate, we liaise with the workplace, but must keep in mind (and state this when needed) that the role of the EAP is to guide the employee toward effective options and not advocate for them or the organisation. ie. we do not investigate or direct parties - however, we can be most effective in providing guidance on helpful people management and rehab processes based on our knowledge of psychology and experience. Ensure whilst doing this you are maintaining confidentiality. Any communication with another party, at the request of a client or an organisation, should not occur without the other parties prior knowledge or consent. This includes requests for the psychologist / practice to contact individuals who have not registered with Assure Programs or whom would not be expecting our call. This includes but is not limited to employees, clients partners or other family members. In such cases the person requesting the service needs to be informed that under the Privacy Act 1988 we are unable to contact a third party without that parties consent and instead encourage the person making the request to make the contact with the third party themselves to request they contact Assure Programs on their own accord. If there are questions or queries regarding this process or you feel it clinically important that a third party be contacted, you must call Assure Programs Head office and consult with a Senior Intake Psychologist prior to responding.

Request for reports for legal matters to be flagged

If an EAP client requests their client record, a report from Assure Programs regarding a workplace matter, or indicates that they are taking legal action against their employer - please call Assure Programs to talk to one of our senior psychology team ASAP if the situation is not straightforward.

Keep in touch with key stakeholders where you are approved to do this on behalf of Assure:

When appropriate, keep the workplace and Assure Programs up to date with progress or significant changes to the expected process or situation.


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Additional Reading and Resources

Overview of EAPs

What is an EAP?

An ‘EAP’ is an organisation sponsored service that enables employees to confidentially access short term, professional services

to assist with the resolution of work related or personal concerns that may be impacting on work performance or quality of

work life.

Most of our customers received a suite of EAP Services as part of the gold-standard approach, including:

Assess to EAP Counselling for an annual EAP entitlement (typically 4 sessions per person per year)

o Face to face

o Phone

o E-counselling

o Skype

Access is granted to immediate family where approved

24hr access to crisis counseling

Triage of concerns and referral services

Manager Support Program (MSP)

Introductory Legal advice

Introductory or comprehensive Financial counseling

Access to a wide range of resources, via the Assure Programs website

EAP reporting

EAP promotional resources for the internal awareness raising of EAP

The Assure Programs EAP Client Organisations listing is available on an ongoing basis from Assure Programs. This listing, via

newsletters and our website, provide you with the entitlements for each of the Organisations we provide EAP services too.

People access Assure Programs for a variety of work and personal matters. The most common reasons for approaching us are

detailed below:

Resolving Challenges Reaching Goals

• Relationship difficulties• Stress, anxiety and depression• Workplace conflict or disharmony• Coping with organisational change• Addictions (drug, alcohol or gambling)• Reactions to traumatic or distressing events• Ongoing stress and burnout• Grief and bereavement• Financial and legal concerns• Schooling and study difficulties• Clarifying career needs and direction

• Wellbeing and lifestyle counselling• Improving sleep• Elder-care• Transition to retirement• Improving communication• Work life balance• Social confidence• Forward planning and goal setting• Self awareness• Smoking cessation• Weight management

We are often asked why organisations should provide support for resolving personal issues. The response is simple: whether an issue is work-related or personal, the impacts will flow over into all areas of person’s life, including work performance. Organisations that care for their people’s health, wellbeing, relationships, safety and life satisfaction will benefit from better focus, concentration, mood and motivation at work.


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Benefits of EAP services and return on investment

The fast pace and dynamic nature of modern life means everyone experiences pressures and challenges at some point. Left

unchecked, stress and other issues can lead to increased absenteeism and presenteeism, turnover, decreased commitment and

burnout. Employers are becoming increasingly committed to improving employee wellbeing and minimising and managing risks

associated with stressed/troubled employees in the workplace. A high quality employee assistance program (EAP) can assist in

achieving this goal.

Improved productivity

An effective EAP can assist people to address challenges, whether work or personal, that might impact their work performance,

and assist them to return to optimal functioning by:

Increasing engagement – by improving overall wellbeing, addressing work/life balance, and assisting employees

through challenging periods, EAPs can help people to engage more fully in their day-to-day work

Decreasing absenteeism and turnover – challenges such as pressure from job demands, conflict and responses to

change can be addressed early by a qualified professional, before they result in extended periods of absence

Improving relationships – addressing relationship issues at home or work can reduce the impact of such issues on

concentration and stress levels

Reducing workers compensation claims and grievances – addressing workplace issues before they escalate and

effectively managing accidents and incidents

Returning staff to work – assisting staff who may be on leave due to unresolved issues to overcome their issues,

recover and rejoin the workforce

Reducing the amount of time HR and management spend on assisting under-performing, troubled or distressed

individuals, freeing-up time to focus on proactive activity.

Improved attraction and retention

As well as being positive and rewarding for individuals, an effective EAP can assist organisations to attract and retain good

people by:

Building resilience – supporting employees to manage and cope with stress and change

Enhancing morale – in addition to improving an individual’s ability to address challenges and take advantage of

opportunities, investment in a quality EAP program signals to employees that management cares about their wellbeing

Building reputation – investment in employee wellbeing can assist in building a positive reputation and position

organisations as Employers of Choice.

Improved customer service

Our experience shows that a more engaged and personally satisfied workforce provides significantly improved customer service.

Return on investment

Return on investment studies using measures of productivity and absenteeism alone, including Assure Programs’ own 'EAP and

Wellbeing study’*, typically show a $3-$10 return on investment for every $1 spent on EAPs.

Fast facts

20% of the Australian population suffer mental health issues in a 12 month period

16% of the workforce are stressed

5% of the workplace are depressed

65% don’t seek help.


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The costs

Typically, people who suffer depression take 3 - 4 sick days per month and perform at 40% of their capacity. The

resultant average cost of one untreated case of depression is $10,000 per year. Treatment is effective in over 70% of

cases with employees returning to near 100% functionality

One of the most common work-related reasons for people accessing EAP is workplace conflict. The cost of a protracted

conflict case is conservatively $10,000

The average psychological injury claim is $28,000

The cost of a person leaving an organisation can be as much as three times their annual remuneration package in

tangible and intangible turnover costs.

By addressing common work related issues (such as pressure from job demands, conflict, bullying, change and restructure, vocational discontent) alongside personal concerns (such as stress, depression, anxiety, family and relationship issues, grief and loss, and substance abuse issues), an EAP can increase wellbeing and improve productivity providing a return well beyond the initial cost of the program.

Furthermore our Employee Assistance Programs (EAP) division is conducting an exciting evaluation study of the Assure Programs EAP counselling interventions. Results are consistent with international research depicting the positive effectives of EAP utilisation on attendance, wellbeing and productivity.

Read more about the Assure Programs EAP & Wellbeing Study …

http://www.assureprograms.com.au/assure/eap_and_wellbeing_study/eap_and_wellbeing_study_abstract.php/


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Best-Practice EAP Counselling (detailed)

Understanding the parameters and role of EAP

EAPs provide a timely, quality, confidential counselling service to employees who are facing personal or work concerns that have the capacity to disrupt their routine, health and performance. EAP assists in either the resolution of issues or appropriate action planning and referral so that employees maintain their wellbeing and productivity in their home and work life. EAP can assist the system (of work and it's culture) and it's people to better maintain the productivity, wellbeing and development of the employee and the organisation.

Naturally every program has its parameters, and for EAP these include standard entitlements, processes for extension, confidentiality processes and so forth. EAP is successful not only when a presenting concern is resolved within the entitlement, but when an action plan or appropriate referral is made for issues that will require more time than the EAP can provide.

It is important to re-frame (or clarify) for the client the high value and positive aspects of the EAP if their perceptions about EAP are misguided (e.g. that EAP should be open ended, or that more time should be allowed, or that we should advocate for clients etc). Therefore part of your role as an associate is to manage the client's perceptions and possible miss-perceptions of the EAP.

Initial confidential EAP

Our role is to provide professional and timely counselling services based on best practice EAP and clinical practice,

within the EAP entitlement. This often means providing intermediate strategies (e.g. psycho-education, safety plans,

brief CBT skills) for clients while arranging appropriate support and referral beyond the EAP.

Always inform the client of the entitlement available to them and the role of EAP, to correct any false perceptions

about EAP (e.g. advocacy, open ended sessions etc)

Long-term issues, complex personal issues and chronic pain are examples of presenting concerns, which inevitably

require further support beyond EAP. In these and other cases that clearly require more than the entitlement can offer,

it is ethical practice to initiate referral early.

While we understand that some clients present in a distressed manner and can take a few sessions to 'get to the

bottom of issues' or 'feel safe enough to open up issues' we still ask that you begin to create action plans and discuss

'what maybe needed beyond EAP' early.

The request for extension process is available for providing further time to resolve or significantly improve critical issues

and unresolved workplace issues. (See Section 6)

Neutrality (not advocating for the client or organisation)

One of the fundamental principles on which Assure Programs operates is that our EAP services do not adopt an

advocacy role for either the organisation or the individual client. Acknowledging the client's perceptions of her/his

experiences does not necessitate accepting them as the full picture.

By maintaining this neutrality, Assure Programs can play a mediating role in situations involving conflict, thereby

optimising the chance of facilitating a solution acceptable to all parties involved. This is especially so with individuals

presenting with diminished work performance, alleged work related stress or harassment/bullying concerns or the

possible need for time off or alternate duties.

In EAP work it is usually very risky for the EAP psychologist to be seen “recommending clients take time off work”. A

client’s GP is the only person who can recommend or sanction sick leave and the safest course of action is to encourage

people to discuss this with him or her

Please remember never to comment to clients about your experience with other clients (either numbers seen or trends

observed) from their respective organisation. The risks in this are self-evident!

Where perceived bullying and harassment is the presenting concern, it is always a good idea to suggest to the client to

discuss their concerns with their HR area to help resolve the issue as opposed to suggesting they go to their union or

seeking legal advice. Keep an open mind that the client’s perspective is only one side of the situation and there may be

a history of concerns that you are not aware of.


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Appropriate liaison with the workplace or other treating practitioners

There may be times where, in the interests of the client, you need to liaise with a third party, e.g. someone at the

workplace such as a supervisor or HR person or with other treating practitioners such as a GP or psychiatrist. (NB Any

liaison you invoice for will accordingly use up some of the client's allowable hours.) In these circumstances, please use

the Form D - Authority for Release of Information form to gain the client's permission for you to liaise with the

particular person. The form allows for the client to specify the nature of and any limits to the authority.

There are appropriate situations where the employee requests or you would recommend liaison with the Organisation

(HR or manager) to better assist a client to manage their concerns at work. This may be in context to a workplace

trauma or conflict etc.

Call Assure Programs to discuss these needs before proceeding to talk directly to the organisation, as we can assist with

context issues.

Always explain the process, the benefits of involving the workplace and ask permission of the client. The client may

refuse this and its benefits and if this occurs the client only has access to their confidential entitlement.

If they agree and we make contact with an appropriate HR person or manager always be mindful of remaining neutral

and open to further information. We suggest that you frame your conversations in terms of 'linking the employee into

workplace supports'. Ensure that this is done in consultation with a Senior Intake Psychologist from Assure Programs.

The use of appropriate questioning can clarify how the organisation is responding to the employee and via this

conversation the organisation may ask us to comment on what may be helpful from the psychological perspective. This

way we do not come across, unintentionally, as directing or advising them in a manner which looks like we are making

comment/judgment on the organisation's response or process.

Sometimes the employee is well known to HR and there can be a complex history.

Managing EAP entitlements and appropriate role of extensions of EAP entitlements

Entitlement Hours (commencement of new entitlement periods)

Most of our client organisations provide a yearly entitlement of EAP hours which begins at 1st January or 1 July. For

some client organisations the entitlement begins in a different month (the date the contract was started). Please check

the EAP Client Organisation Listing to confirm when a client’s new entitlement will begin.

Unused hours from the previous year's entitlement cannot be 'rolled' over into the new year, even if it is the same

presenting concern.

Referral beyond the EAP

This is an important part of EAP, which should be looked at in the first session.

We strongly encourage associate to start the referral process and termination issues of EAP as early as possible to best

manage the person and their perception of EAP

Do not request an extension for further EAP time for 'referring clients on beyond the EAP' at the end of the

entitlement; this process is to be initiated early, before the entitlement is concluded.

Mindfulness of the funding of EAP (& pre-approval for sessions)

Our client organisations are conscious about costs and outcomes and we must always inform them up-front about

additional counselling needs and gain a clear approval for EAP sessions.

Most of the time this process is clearly stipulated in the contract.

We require some time to clarify funding and invoicing arrangements as sometimes the workplace who wants to provide

further counselling sessions/EAP to an employee must decide 'who is paying'.

Call us early to discuss cases where you believe the workplace may need to provide further sessions.


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Systems level issue - effective EAP provision also calls into attention the systems levels issues

The need for systems thinking and interventions - where appropriate

Knowledge of the modern workforce, organisations, industries and occupational psychology

A focus on the benefits of and understanding of EAP as an integral part of developing effective and healthy

organisations and communities

Suggested Phrasing for managing expectations of request for extensions

The following paragraphs can be used as a guide to help explain situations where you believe a request does not meet the

criteria for a standard request. Please note that any discussion about extensions should be delivered in a supportive manner by:

Upholding the positive short term nature of the EAP as a great service

Discussing other suitable options for counselling or support

Encouraging the employee to understand the natural expectation and responsibility of the individual to take on private

options beyond the employer funded EAP

Example 1: Client requests more time, yet extension is unlikely to be granted (for a personal issue) does not meet criteria for the organisation’s EAP

"As you may know there can be situations where we, as the psychologist, would recommend further support and look at options for counselling beyond the EAP within your capacity to pay. Most often people choose to enter into private counselling arrangements. There are times when an organisation may fund an additional couple of sessions when the matter is urgent, or a complex work situation has arisen. Typically these situations do not include when employees are accessing primarily for personal reasons. So in this instance I would advise we look into other options. "

"It is great that the EAP can provide a professional service, free for you and with a minimal wait list. The natural parameter around confidential EAP is that the organisation must instruct us on some criteria. We usually don’t request an extension unless we’re pretty sure it will be granted under the criteria, as sometimes it requires your name to be given to a dedicated HR manager in your organisation. This will naturally change the confidentiality of your attendance (although that one person is also bound by confidentiality)."

"The organisation also expects that the individual will take the responsibility for entering into further confidential/private options beyond the initial EAP. We believe that the EAP is extremely beneficial even to create an action plan, referral and a starting point for getting the long-term help you might need."

"In your case we have a number of options (XYZ) in the community or privately, and therefore, given the criteria of the program, I will not be seeking an extension."

Example 2: Client requests more time, yet extension is only likely to be granted with more information regarding how the organisation can help the individual (as a work issue)

"There are times when an organisation may fund additional sessions when the matter is urgent, or a complex work situation has arisen. As the psychologist, we can make this recommendation, but I’m also aware that organisations wish to support their employees in an open and transparent support process. Typically there is a manager, HR personnel or QH&S/rehab representative in the workplace who can be informed of the workplace matter and assist."

"As per the action plan we discussed, I believe that further counselling would help, however it’s my recommendation that you speak openly with a workplace representative about your concerns. To request an extension regarding your situation, we may need to offer more detail and your name, so that the workplace can be assured they are responding in an informed and supportive way. This still remains your choice, so let’s talk through your thoughts or concerns regarding this first. I can also gain some advice from our head office regarding this situation before we take any steps."

Example 3: The employee reports feeling unsupported by a non-approved extension

"The EAP is one way in which your organisation does support you, through a confidential professional counseling service. To remain confidential and discrete, these programs have certain criteria for administration, like the extension process, so that a consistent service is delivered. Your organisation also has the confidence, through reasonable expectation, that suitable counselling options do exist beyond the EAP and therefore will not automatically approve an extension of counselling (unless there are special circumstances on a case by case basis). If the organisation declines a routine request, it does not mean that they


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are not supportive of the employee or do not take the concerns seriously, it merely means that other options for support are available, with an expectation that we have discussed or initiated these if required."

"If you have particular questions regarding this, we are able to give you the name of the internal representative of your organisation who could talk with you about the EAP, however you would need to be aware that by doing so, this same representative will know you have attended counselling."

Assure Programs primary, solution-focused counselling interventions

1. Cognitive Behaviour Therapy (CBT), for all major mental health concerns (e.g. Anxiety and Mood disorders, Substance

misuse, Personality issues etc) including expertise in various branches:

a. Mindfulness based therapies

b. Acceptance and Commitment Therapy

c. Schema-based CBT

d. Behavioural change strategies and motivational interviewing

2. Solution focused and time-limited therapies

3. Advanced goal setting and problem solving

4. Life-skills training and coaching including:

a. Communication skills

b. Personal development

c. Wellbeing and health psychology

d. Stress Management and Resilience Training

e. Relaxation training

5. And other well-regarded counselling and coaching approaches which can provide depth in treatment and development

programs

a. Modern Psychodynamic approaches

b. Narrative Therapy

c. Positive psychology – strengths based – approaches

d. Emotional Intelligence

6. Psychological Assessments and reporting

a. Vocational

b. Clinical and Neuropsychological

c. Aptitude and learning

7. Rehabilitation and return to work programs

8. Critical incident stress counselling and management

9. Health psychology

a. Weight management

b. Wellbeing and stress

c. Smoking cessation

10. Coaching, 360 degree feedback, and leadership development

11. Mediation and conflict management services

12. Organisational consulting

13. Change management

14. Bibliotherapy – self help and reading resources and on the Assure Programs and other quality assured web-sites, books

and articles


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Assure Programs philosophy of therapeutic intervention (detailed)

The core components of our operating philosophy and practice guidelines ensure a professional EAP service delivery model encompassing best practice counselling, short term, solution focussed and Cognitive Behaviour Therapy based interventions and appropriate referrals which respect the confidentiality and unique circumstances of the client.

The Assure Programs approach to psychological intervention acknowledges that individual therapists will often employ different models of therapy and therapeutic styles. However we also believe that high quality psychological intervention is characterised by a number of common principles which, for example, have been delineated by the APS.

The key principles, which we regard as most important for effective short-term psychological intervention, are detailed briefly below.

The Initial Phase of Intervention - during the initial phase of any psychological intervention the therapist should always incorporate the following procedures:

Specify the primary presenting concerns

It is always important to pinpoint the key presenting issues. At times, the client may be uncertain about these or an important issue may be presented as peripheral. There may also be an underlying issue identified by the therapist, which the client is not fully aware of. In such cases the focal issues for therapeutic intervention may need to be negotiated. Experienced therapists of differing orientations will invariably focus on pinpointing the key presenting issues in the initial stage of any intervention.

Clarify the client’s perception of the presenting issues

Apart from assisting in understanding the client’s frame of reference, cognitive schemata or other dynamic patterns, such clarification will contribute to formulating a suitable rationale for the intervention. Clarifying the client’s perspective will also assist the therapist in framing the treatment strategy and will facilitate cooperation and adherence to these suggested strategies.

Formulate a working hypothesis regarding the major contributing factors to the presenting concerns

This is important for determining realistic goals for brief intervention. Individuals in EAP programs occasionally present with a pre-existing stress vulnerability that has been aggravated by work pressures. In such cases, it may be impractical to aim at complete resolution of these problems given the brief intervention framework. Recognition of any pre-existing psychological concerns and the extent to which the presenting concern has ingrained aspects will also facilitate the formulation of realistic goals.

Screen for presence of any diagnosable psychological disorders

This may have important implications for how interventions are conducted and what is realistic to achieve in a brief intervention. Moreover, there are well established intervention protocols for major psychological disorders. Application of appropriate techniques to address these deeper issues is based on an accurate appraisal of the presenting issues.

An example of such a situation which was badly managed involves a woman with a chronic obsessive compulsive disorder who presented in a public sector EAP and was told by an inexperienced therapist that three sessions of stress management would resolve her difficulties. For such a condition, this approach was obviously inappropriate. While it is possible that short term intervention may contribute to better containing an acute exacerbation of obsessional behaviours, it can certainly not be expected to resolve the underlying psychopathology, which invariably requires long term therapy. For any such cases identified, it would be appropriate to consult a senior psychologist, who can then ascertain the extent of the employer’s support for any recommended intervention.

Formulating a Therapeutic Plan

Once the presenting concerns have been clarified, it is important that the therapist formulates a therapeutic plan, which includes strategies to be employed and selection of any specific technical procedures. This may appear self evident but is worth emphasising.

On the basis of the therapist’s opinion regarding the nature and severity of presenting concerns, and any dynamic considerations, the plan should be formulated with clearly defined goals and objectives. It is at this stage that appropriate techniques and strategies may be selected. Even if the intervention remains predominantly counselling focused, it may be that the therapy will be more effective, for example, if the therapist adopts a ‘mirroring’ response style as opposed to an ‘empathic’


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style. Experienced therapists tend to reflect on each case anew, without taking anything for granted or applying standardised approaches. Thus the decision concerning the most appropriate interventions is facilitated through thoughtful consideration of the presenting issues and the other points covered above.

Developing a Sound Therapeutic Relationship

A sound therapeutic relationship is essential for effective therapy. The human relationship dimension of therapy is always a central factor in conducting successful therapy and failure to engage the client, or to establish an adequate rapport, will always diminish the impact of therapy, irrespective of technical virtuosity.

Using a Collaborative Approach

Therapy should always be a collaborative effort between the therapist and client with both being active partners in the therapeutic process.

Focus on Solutions to Current Problems

Brief psychological intervention focuses on developing practical solutions to current problems. The therapist should thus be looking for specific and achievable improvements to the client’s level of functioning.

Developing Skills Acquisition and Coping Resources

Short term psychological intervention emphasises skills acquisition and strengthening of coping resources to enhance self reliance and future coping. For some presenting concerns, appropriate goals may include reassurance, an educative focus on a particular issue, or emotional expression in the presence of an empathic other. Notwithstanding this, therapy should generally be oriented towards enhancing coping skills and self reliance. The general emphasis of psychological intervention on practical skills development is demonstrably more effective in reducing subsequent service utilisation and relapse.

Cases Requiring Non-Psychological Intervention

Sometimes a client’s presenting concerns will be obviously secondary to financial, social or other problems. In such cases, where these problems are creating substantial distress, which is in turn affecting work performance, you should contact an Assure Programs director or senior psychologists to discuss a suitable course of action. It may be appropriate that the person is referred on to another agency or assisted through internal resources of the employer. Many organisations provide an EAP entitlement, which include introductory legal advice and introductory financial counseling, via Assure Programs.


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Multicultural counselling and EAP

Assure Programs does not require associates to specifically be ‘multicultural counsellors’ however we encourage all associates to be familiar with, and sensitive to, the range of cultural issues that may present in EAP and how best to respond to these needs/issues as they arise in EAP.

This consideration is important in order to assure the client is linked into EAP counselling which may best suit their needs and where (as per APS code of ethics) the (culturally specific) issues raised do not exceed the competence and experience of the EAP counsellor.

For example:

An employee specifically seeks a counsellor with the same cultural background and you need to contact AssurePrograms to facilitate the best referral

A manager seeks a counsellor with similar cultural experience or ‘knowledge’ of the cultural area of the client and theassociate has partial experience – how to decide on best option (ie. phone contact and best referral)

Client seeks specific counselling related to religious issues or sexual orientation, and this is not the speciality of the EAPassociate

Understanding cultural-relational issues such as intergenerational issues for immigrants, survivors of war torncountries, culture clash in blended families etc – which might necessitate supervision with a counsellor who hasexperience in this area

Understanding cultural norms and styles of presentation and problem resolution for clients who identify with othercultures (ie. indigenous backgrounds)

Understanding issues of stigma, racism, historical & systemic inequities

Understanding of diversity in our communities including spirituality, family make up, same-sex couple and sexualorientation

Considering relevant social-cultural-historical issues as they relate to the client’s presenting concerns and theconceptualisation and EAP counselling plan

An understanding of our own beliefs, history, culture and preferences and how these relate to counselling diverse clients, better positions us to manage our own biases and countertransference in order to deliver effective EAP counselling. Supervision, peer discussion, professional development and self reflective practice remain essential avenues to developing multicultural and diversity awareness and competence in the EAP setting.

We suggest that in order to facilitate best practice EAP for clients who present with issues that require specific culturally sensitive counselling in which the associate does not have experience, the associate seek supervision, training, discussion with Assure Programs, or referral on.

As most good texts on counselling include generic sections on multicultural counselling and numerous articles exist in the wider literature, we will not seek to provide here a duplicate of these resources. Please call Assure Programs to discuss any points raised here or for further clarification.


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Relevant Industrial Relations Legislation and policies related to workplaces and EAP

Some employees/clients may present in session with questions related to workplace matters, industrial issues, or work-related stressor/injuries.

Having a basic knowledge and familiarity with relevant legislation and policies related to workplaces will facilitate the client’s confidence (and HR and Managers whom you have contact with) in you as the associate. For example - having some knowledge and experience with regard to the support options and avenues that employees may require when a workplace related issue is discussed.

Naturally any information provided must remain within our philosophy of neutrality, confidentiality and independence. We can direct clients to clarify information and options through their HR departments as the first option and facilitate where possible, discussion versus formal industrial procedures for arising issues.

Assure Programs requires EAP associates to be familiar with the purpose of the relevant state (and where appropriate, Federal) legislation and polices which impact on our working communities and how they relate to the EAP context.

For example

The purpose of WH&S and OH&S acts, regulations and policies as they relate to psychological injuries, rehabilitation,

harassment, equity etc

The purpose and role of Worker’s Compensation legislation and Guidelines per state and connection to insurance

bodies including WorkCover, ComCare

The Mental Health Act and State Legislation and how this relates to clinical practice in terms of safety and

hospitalisation

The National Privacy Act

Grievance Directives

We do not require that associates have detailed knowledge about these Legislation/Acts, guidelines or directives from Government Departments and Industrial bodies, however it is important to know how to refer clients/ employees to avenues to clarify answers. These include:

Referring employees to their Human Resources department

Discussing the query with Assure Programs

Dept of Industrial Relations and relevant Industrial Relations Bodies

Talking to WorkCover or ComCare directly

Talking with local Mental Health Services

Please call Assure Programs to discuss any points raised here or for further clarification.


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Case Studies

The following cases provide examples of employees partially reluctant to use the service, yet showing signs of distress. These cases involved timely phone support and encouragement to access the EAP. Most employees are engaged in counselling and outcomes will be measured via self-report questionnaires, evidence of behavioural changes, self-reported improvements, counsellor observations, and checking health status. In these cases, outcomes were measured in terms of maintaining and returning the clients to the workplace, and reducing risk of harm and escalation.

Case 1 - EAP counselling

Scenario, EAP counseling for a distressed client by phone, then face-to-face sessions

Service Sequence:

1. A 50 year old female employee working for an information line (call centre) called to speak with a counsellor as was ‘told to

by her manager’, was teary on the phone, but not sure if she really wanted to attend EAP as ‘it might not help her situation’.

2. The admin team member who took the call then transferred the call to a senior psychologist to provide an immediate

phone support conversation.

3. The client was reassured about the confidentiality and benefits of the program and accepted an appointment for the next

morning.

4. Client attended counselling and described a situation of feeling overwhelmed by work and her family; four (4) issues were

noted, all with a theme of feeling ‘responsible to help and look after others’:

a) Worried about her son overseas who broke up with his girlfriend

b) Exhausted by listening to her husband talk about his discontent at work – immediately after she gets home – everyday!

c) Busy at work trying to help her colleague who disclosed to her that he has Asperger’s Disorder - while doing her own

work – leading to monitoring him and fixing his mistakes each day

d) Major worry about her daughter who recently returned from Sydney with her 5 year old son, who was experiencing an

episode of Bi-polar disorder (pacing at night, not sleeping etc).

5. The counsellor helped to separate out these issues and focus on one at a time, giving brief psycho-education, reassurance

and an overall plan. The counsellor quietly noted potential burnout factors for this client and risk of her not attending work.

6. It was mutually decided that problem (a) could not be managed immediately, and problem (d) was the most concerning and

health related, problems (b) and (c) would require an action plan and set for the next session.

7. First two sessions were planning medical support and coping strategies for the client to assist her daughter and understand

Bi-polar disorder – strategies for managing symptoms and worry were written down for the client and daughter (who was

invited by the client to also attend the sessions) to take away and trial (relaxation, problem solving and worry diary).

8. At second session, the daughter had attended medical appointment and was recovering well; the strategies had been

working for the family. Problem 1 had resolved itself by then.

9. The second session additionally focused on strategies for talking to her husband about ways to wind down after work

(problem b) before ‘talking about work’ and establishing calm. Secondly a strategy for pulling back the micro management

of her work colleague and approaching her manager was discussed (problem c). Both strategies were working at third

session.

10. Third session was attended by the client alone (without the daughter) and focused on wellbeing management – the

counsellor had picked up on sleep and substance use issues which were minimised by the client during the first session. The

client did not attend the fourth scheduled appointment, and the counsellor, concerned about the client’s tendency to ‘not

want to bother anyone’, called to proactively rebook the client. The fourth session was booked and kept.

Outcomes


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1. The client reported significant and positive changes to her stress and worry, and had improved her sleep pattern.

2. The daughter remained stabilised with social and medical support. The daughter and client were both generalising their

skills to other areas of their life. They agreed to work together to commence reducing their alcohol intake, and reported

initial success.

3. The client reported she did not require further counselling at that time and the case was closed. A follow up call one month

down the track was planned and provided.


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Case 2 - Manager Support Program

Scenario: Manager Support services and Employee referral to psychiatric admission

Service Sequence:

1. Two Managers contacted Assure Programs to access the Manager Support Program (MSP) and seek advice on how to refer

a staff member (40 year old male) who was displaying odd behaviours in the workplace (ie. strange email content and

sitting reading the paper all day).

2. The senior psychologist who took the call identified potential prodromal psychosis (early stage of a full episode) and advised

on ways to encourage the staff member to attend an EAP appointment. This action was taken and the staff member (client)

gave permission for the manager to make an appointment for him.

3. Assure Programs ensured a senior psychologist was the referral point. The client attended one session with vague suspicion

about counselling and support and declined to return – evidence of potential psychosis was still present, but not enough to

warrant involuntary hospitalisation. Client did not give consent for Assure Programs to talk to managers. We predicted the

symptoms would worsen over the coming two days and allow formal action, within the limits of the mental health act, to

occur.

4. The managers continued to seek advice regarding this case via a second psychologist and were given further strategies to

monitor and manage the behaviours at work. We suggested the manager contact the employee’s Next of Kin, and this was

done. The client’s mother travelled interstate to be with her son and called Assure Programs (number provided to her by

managers) for advice regarding worsening symptoms.

5. Advice on mental health and the Mental Health Act was provided to the mother and managers in separate conversations.

6. Assure Programs provided referral options and assisted in arranging a mental health assessment for the client, via his

mother. This resulted in admission to hospital and treatment.

7. The client provided permission for us to talk with medical staff and provide background detail, as he was not forthcoming

during the admission interview. This allowed the medical staff to understand the severity of the concerns.

Outcomes

1. The client was released home two days following, with a diagnosis of a brief psychotic episode, secondary to stress

(financial and relationship break up), and linked in for a follow up with the outpatient mental health team.

2. The workplace was thankful to have ongoing advice during the early stages of this case given the unsettling and rare

circumstances of this type of case for the leaders and colleagues.

3. The Manager accessed a senior psychologist to discuss strategies for managing staff member’s return-to-work and the

reactions of the team (including how to communicate about his return, etc)

4. The client returned to work three weeks later.

5. The client declined the offer of further EAP support and follow up, however with encouragement did agree to continue to

see his doctor.


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Case 3 - Critical Incident Counselling Response

Scenario: Death of colleague (tradesman) by electrocution at an office site

Sequence of Service:

1. Assure Programs was contacted by HR consultant of a Client Organisation and requested to provide onsite debriefing to

staff members following the news of the sudden accidental death of a work colleague, by means of electrocution. The

event required colleagues to provide assistance and a number of staff witnessed unpleasant imagery of injuries sustained by

their colleague. The Assure Programs Intake Coordinator collected information on the event, the site manager’s name and

phone number and initiated calls to our associate network to arrange onsite counselling should this be required.

2. An Assure Programs senior psychologist provided phone contact to the site manager within 10 minutes to discuss the

service requirements and onsite and telephone support options for the same day. During this first call our senior

psychologist was able to ‘flag’ the event as a combination of a ‘Potentially Traumatic event’ and a ‘Grief and Bereavement

scenario’ (involving stress and grief). We also flagged that some leaders were not experienced with post incident support

scenarios, and required guidance and reassurance during the people support process.

3. The Client Organisation requested a support service for the following morning, and offered Assure Programs phone contact

to staff and managers for the remainder of the day. Staff declined this at the time, preferring to access the group session

the next day.

4. An experienced Assure Programs counsellor (psychologist) attended onsite the following day to provide staff support and

guidance for managers. The counseling and sessions were offered as an automatic support step, yet remained voluntary,

with an invitation for EAP support extended to family members and those who were not at work at the time.

5. All available staff attended a short group information session. This session involved containing the event, normalising the

participants’ responses, providing guidelines for support, and general psycho-education and coping strategies related to

stress, grief and loss. Tips were also provided in how to be mindful of others’ reactions, handling customer enquiries, and

advice on sensitivities regarding contact with their colleague’s family.

6. A number of staff were noted to display a range of expected reactions to the key event and were flagged by the counsellor

and manager – this included understanding who was most ‘exposed’ to graphic detail or those most notably affected (i.e.

those providing CPR, those witnessing the event, those with strong image associations, and those with other concurrent

stressors in their life).

7. All staff were offered individual follow up appointments with three accepting EAP appointments. The staff who were

‘flagged’ as evidencing strong reactions were followed up with a supportive conversation by a manager or phone contact by

the counsellor to offer EAP and check on their wellbeing.

8. All Staff were provided with the Assure Programs 24 hour, 1800 number for follow-up support should they require it.

9. Employees were also provided with written information in the form of a Critical Incident Information Sheet and a Grief and

Loss Information Sheet supplied by Assure Programs.

10. EAP counselling sessions focused on management of anxiety and associated flashbacks, graded return to normal duties and

provided advanced coping skills practice. One employee provided written consent for the counsellor to liaise with their line

manager regarding suitable duties in a short-term plan. The counsellors provided feedback to our senior psychology team

at Assure Programs head office for appropriate feedback to the site manager.

11. EAP and manager support was offered to all leaders

12. An extra factor and complication for this event, included a small sub-contracting unit who witnessed the event yet were not

located onsite. The Client Organisation, upon our advice extended services to the subcontractors and Assure Programs

provided concurrent support to the manager of this unit. This was much appreciated by employees of this unit.

13. Staff attending the sessions and support reported that the session was helpful and individual comments included –

a. I now know how I can support my colleagues better

b. The tips for switching off and getting to sleep were really helpful

c. I was feeling like I was the only one not coping

d. I understand now why I was feeling so bad yesterday and the tips were helpful for my wife to read


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e. It was really good that the manager offered this service, I wish I had this 5 years ago when I was involved in….. at

another workplace

f. I didn’t feel like coming back to work today, but I remembered what the counsellor said, about taking steps to re-

build confidence, and it’s easier each day to walk past the ‘spot’

14. Managers were provided with advice on how to monitor and support staff over the following weeks. Two senior

psychologists from Assure Programs head office were the key contacts. This included ways of approaching staff showing

signs of stress, frustration or fatigue, with the assistance of Assure Programs EAP Leader Guides and simple checklists.

Attention was given to contacting staff who were not onsite at the time and how to ensure they were also offered EAP

support (the manager contacted each staff member and those on leave at the time). Scripting advice on how to discuss the

loss of a team member and managing the funeral and grieving rituals was also explored.

15. An ‘open door’ for manager support was offered – and follow up phone contact was provided to managers over the

following week, and based on issues in point 14 above.

16. Feedback was provided by phone call to initial contact and HR team after the first response and after follow up calls.

17. In this scenario, phone contact and manager support was a primary intervention mode. A second onsite visit for staff was

not required, given management’s supportive approach as guided by Assure Programs.

Outcomes

1. A follow up telephone call to the Site Manager three weeks later indicated that staff were progressing well, with good

morale.

2. All staff had returned to work and normal duties with flexible support options adopted in the workplace and no

extended formal rehabilitation programs were required.

3. Managers were very pleased with the timely and professional service provided and the attention to manager support.

4. No specific issues had been raised at that time, which required further Assure Programs intervention. Leaders planned

to continue monitoring staff and to hold an informal discussion two weeks down the track.

5. A service report was provided four weeks after the event.

6. Individual participants and organisational stakeholders who were involved in Assure Programs response to this

significant event, reported that the intervention actually contributed to morale and team functioning and

demonstrated to employees that the company had an unswerving commitment to their wellbeing and continued

safety.

Assure Programs Associate Manual€¦ · Your involvement with the Assure Programs EAP network is...

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