EMPLOYEE ASSISTANCE PROGRAM (EAP) PROPOSAL
Proposal prepared by: Amanda Stonestreet Client Relationship Manager Drake WorkWise T 02 9273 0606 M 0428 525 246 E AStonestreet@drakeworkwise.com.au
CONTENT Executive Summary
3
Your Wellbeing
4
Workplace Wellbeing
7
ManagerSupport 7 Wellbeing Plan
8
Conflict Management
8
Change Management
8
Suicide Awareness Training
8
Debt Management
9
Wellbeing Seminars
9
Psychometric Testing
9
Fitness for Work
9
Promotion of Program
9
Reporting 10 Client Satisfaction Survey Critical Incident Management
10 11
EXECUTIVE SUMMARY
Drake WorkWise (DWW) is a leading workplace wellbeing provider. We have been providing comprehensive, confidential EAP and Organisational Psychological services to a wide range of Australian and New Zealand organisations for over 22 years. As part of Drake International, a global HR specialist company, we continue to provide outstanding service to our valued clientele. We are dedicated to supporting wellbeing in the workplace through EAPs – a service that will deliver a measurable ‘return on investment’ by reducing absenteeism and workrelated stress and increasing retention, through the provision of employer funded counselling and manager assistance services. Employees are able to access free confidential counselling and coaching for any work-related or personal issues, before the issue escalates and causes deterioration in work performance, safety, or personal wellbeing. A combination of professional, qualified, experienced and skilled staff, stringent confidentiality practices, easy access to our services, and the experience and understanding of diverse environments is how Drake WorkWise has built the solid reputation that we have today. Our service levels are maintained at a consistently high standard, and the longevity of our tenure with a number of our clients is testament
to our focus on customer satisfaction. We are experienced in providing EAP services to organisations across a broad spectrum of industries. We currently provide EAP services to organisations in metropolitan, regional and remote locations throughout Australia and have an understanding of the importance of ease of access to EAP services.
At Drake WorkWise we foster innovative and mutually beneficial partnerships with our clients and seek to exceed client expectations. Drake WorkWise views individuals in the context of the whole organisation. This focus enables us to provide services to our clients that enhance and assist in achieving their operational and business goals.
EXECUTIVE SUMMARY
3
YOUR WELLBEING
Drake WorkWise provides Employee Assistance Program (EAP) services. It is a wellbeing partnership with your organisation that provides free and confidential counselling for any work or personal issues you might be experiencing. We recognise that overcoming the difficulties in life can feel stressful or isolating, and sometimes, some help and additional support is needed. These issues can include: • • • • • • •
Depression, anxiety or stress Managing grief and loss Feeling overwhelmed by any demands or pressures Dealing with change or restructure Developing work-life balance Issues or conflict with a partner, friend or colleague Financial counselling or debt management
COUNSELLING OPTIONS Counselling can be accessed via different mediums, depending upon the individual’s preference and time pressures. Face to face, telephone and online options are available. Drake WorkWise offers 24/7 EAP access via Australian and New Zealand wide toll free 1300/ 0800 phone numbers. As part of our ethical responsibility to clients, Drake WorkWise ensures that clients have access to the same counsellor for all sessions. Alternatively, should a different counsellor be requested, this is handled through the case’s dedicated Clinical Intake coordinator, ensuring no discomfort to our clients.
4
YOUR WELLBEING
COUNSELLORS Our counsellors are diverse in age, gender and cultural background and have a range of specialised expertise and all are experienced in providing EAP. All staff comply with relevant State, Commonwealth and professional regulations and standards.
CONFIDENTIALITY The Drake WorkWise EAP is strictly confidential which means we do not relay any personal information to the client organisation, the client organisation cannot access any employee EAP information, and also cannot contact Drake WorkWise to enquire about attendance or matters discussed in counselling.
APPOINTMENTS During business hours the call is answered by Clinical Intake Coordinators who have been trained to obtain the information required to match the client with the most appropriate counsellor. Drake WorkWise’s Clinical Intake Coordinators are trained counsellors, or staff with extensive administrative health backgrounds also trained in ASIST. The Clinical Intake Coordinators match the client with the most appropriate counsellor, based on the presenting issue (if the client wishes to reveal this), experience, specialisation and gender of the psychologist, while also ascertaining any cultural, linguistic, or disability requirements that the client may have. A telephone counselling appointment will be secured within one day (generally within less than an hour for urgent sessions), while an appointment for face to face counselling will be made within 48 hours of initial contact. Counselling appointments are generally 60 minutes in length.
AFTER HOURS Outside of standard office hours (8:30am to 5pm AEST/AEDT NSW time), the phone call will be answered by one of our on-duty senior psychologists or counsellors, ensuring the immediacy of service delivery (i.e.: on-the-spot counselling [urgent] or details are taken for a referral to be made in business hours [non-urgent]).
LOCATIONS DWW has over 200 counselling locations in Australia and New Zealand. All counsellors have academic qualifications and industry accreditation and a minimum 5 years of experience in the EAP sector. Please refer to Google map for our main locations (please note, these lists are not completely exhaustive, and we may have additional locations): https://www.google.com/maps/d/viewer?mid=zyScxDxuO4VQ.kCof9Cv0GnoQ Our clients benefit of one centralised intake team here at Drake WorkWise to assist in organising accessible means of counselling and post-critical incident support for all service users from the company. The team can always be contacted via the toll free 1300/0800 number, at intake@ drakeworkwise.com.au or through our mobile app. We respond the same or next business day to all non-urgent enquiries, and urgent enquiries can be responded to by the intake coordinator or clinician on duty.
YOUR WELLBEING
5
REFERRAL SERVICES Whilst most EAP referrals can be managed within the three (3) session entitlement, occasionally further support is required to assist employees to manage their issues. Sometimes several additional sessions may assist this process and Drake WorkWise may seek authorisation for a limited number of additional sessions from appropriate personnel. On other occasions more extensive and/or specialised assistance is required. Due to the short-term solutions focused model of an EAP, it is occasionally necessary to refer individuals to suitable services.
DEDICATED SERVICES LGBTQI Drake WorkWise can provide access to highly experienced clinicians who are engaged in the LBTQI+ community, and also link you in with specialised services to ensure you have access to general and community resources. Aboriginal and Torres Strait Islander Access to counselling support which understands your cultural needs in a safe and nurturing environment is essential. Should you wish to speak to a clinician who also identifies as being Aboriginal or Torres Strait Islander, we can arrange this. Drake WorkWise is also able to link you in with specialised services and ensure you have access to general and community resources. Disability and Carers We have a network of clinicians who are highly experienced working with the specific challenges experienced not only by those living with a disability, but also their carers. Drake WorkWise is also able to link you in with specialised services and ensure you have access to general and community resources. Domestic and Family Violence We have a network of clinicians who are highly experienced working with those experiencing domestic and family violence. Drake WorkWise is also able to link you in with specialised services and ensure you have access to general and community resources. We are here to help you. Financial Counselling Finances are a cause of anxiety for many and accessing a financial counsellor provides great relief. The financial counsellors encourage better debt management and options for people looking for a solution to manage their finances more efficiently. This service is accessed directly through Drake WorkWise as part of the employee’s entitlement with no additional fees to the individual client. Legal Assistance During difficult times in life it can be hard to access legal assistance. Drake WorkWise offer ease of access to a legal consultation, providing employees with confidential advice and legal information in the complex areas of non-work related issues. Health and Wellness We all know the link between your physical health and mental health is intrinsically linked. Drake WorkWise is able to provide you with access to nutritional support, health promotion and health resources.
6
YOUR WELLBEING
WORKPLACE WELLBEING
MANAGERSUPPORT ManagerSupport is a confidential service for managers requiring assistance with difficult or complex people situations. ManagerSupport is not a replacement of the Human Resources function; it complements and encourages delivery of exceptional people management for organisations. The clinicians responsible for the ManagerSupport line are experienced in organisational psychology and human resources. They have many years of experience in dealing with the various issues that appear within the working environment and which may affect workplace function. Assistance may be required for various people management issues including: • • • • • • • • • •
Assertive communication strategies Bullying and Harassment Dealing with difficult people Diffusing conflicts Guidance on interpersonal issues Supporting an employee in distress Referring an employee to the EAP Specific information on mental health Stress management Work/life balance
ManagerSupport Line Available to all managers and supervisors and is accessible 24 hours / 7 days per week, via a toll free 1300/ 0800 phone number. When calling the 1300/0800 phone number, the manager or supervisor must specify the requirement for ManagerSupport, to ensure the call is directed to the appropriate practitioner. WORKPLACE WELLBEING
7
WELLBEING PLAN Drake WorkWise offer more than just support services when personal, work and critical incidents occur. We can work with you to create a wellbeing plan that aligns with issues and values important to your organisation.
CONFLICT MANAGEMENT Conflict in the workplace will always be present, as conflict is a natural human interaction. Drake WorkWise can assist in identifying workplace conflict and negotiating real and responsive resolutions. Drake WorkWise Conflict Management service confidentially, sensitively and independently deals with workplace conflict and seeks, where appropriate, a carefully structured process to resolve issues. Our clinicians work with your employees to reach an agreed to resolution and recommend appropriate changes to avoid recurrence of issues.
CHANGE MANAGEMENT Often change can be viewed as a threatening situation where control is diminished, but with preparation it can also be viewed as an opportunity to grow and develop. Drake WorkWise Change Management assists individuals and companies to modify their focus during periods of change creating a positive change environment.
SUICIDE AWARENESS TRAINING Drake WorkWise is able to offer a proactive suicide awareness training program in which nominated employees attend a training session focusing on identifying common changes/red flags in employees, developing appropriate communication skills, action to take once risk is identified and self-care strategies.
DEBT MANAGEMENT One of our differentiating factors when considering referral services is our partnership with Debt Fix. Introduced in 2009, this service has received extremely high utilisation and positive feedback from clients across Australia. Debt Fix is a government registered, qualified debt management specialist. Through our partnership we have been able to assist individuals and families across Australia access a financial counsellor. The financial counsellors encourage better debt management and options for people looking for a solution to manage their debts more efficiently. This service is accessed directly through Drake WorkWise as part of the employees’ entitlement with no additional fees to the individual client.
WELLBEING SEMINARS Drake WorkWise clinically developed wellbeing programs provide managers and employees with the tools to recognise and communicate mental health issues. Providing staff training on mental health, is proven to deliver longer term outcomes of reduced stress and absenteeism and improved employee wellbeing.
8
WORKPLACE WELLBEING
Seminars are catered toward general employee groups or tailored for management teams; topics include: • • • • • • • • • • • •
Insights on Mental Health in the Workplace Insights on Mental Health in the Workplace - for Managers Building a Resilient Workplace through Leadership Stress and Resilience in the Workplace – Feedback, Communication and Growth Leading Change (in the face of redundancies) Grief and Loss Domestic and Family Violence Workplace Culture Personal Wellbeing and Mindfulness Assertive Communication – Growth in Your Role Managing Stress and Health Related Anxiety – COVID-19 Managing Financial Stress
These seminars can be delivered on-site at a time and location convenient to you, or via webinar. Drake WorkWise can also work with clients to deliver programs on other specific topics or develop tailored programs as required. These short and interactive seminars can be delivered at lunch times or times convenient to work schedules.
PSYCHOMETRIC TESTING Drake P3 is a behavioural profiling tool that uses objective, scientifically based data to highlight traits, communication and motivational needs predictive of performance. P3 is a propriety Drake software that assesses traits and behaviours that are predictive of workplace performance. The tool allows you to get to know people better, faster. The online survey takes only 10-15 minutes to complete and will provide insights from “Selection to Succession”. P3’s scientifically-based assessment will assist you in using personality traits to select the ‘right’ fit, onboard new hires, enhance teamwork, as well as motivate top performers.
FITNESS FOR WORK Drake WorkWise’s Fitness For Work (FFW) services actively promote an early and sustainable return to work for injured or ill employees.
PROMOTION OF PROGRAM The effectiveness of any EAP is reliant upon the awareness of the service, along with the trust, credibility and confidence in the service provider. Your Client Relationship Manager will work with you to determine the need for awareness sessions and marketing material.
WORKPLACE WELLBEING
9
DRAKE WORKWISE APP Drake WorkWise’s comprehensive app is available for download for both iPhone and Android smartphone users. The app is also is an extension of our core service offering, designed to provide the following: • 24/7/365 to an appointment form, where requests to book, change or cancel an appointment can be made • Information on what an EAP is, how it works, and how to access it • ‘Contact Us’ form, to make an initial enquiry, appointment or to seek further information confidentially. Easy click links to our 1300/0800 telephone number is also inclusive • Easy click links to Crisis Contact support organisation phone numbers. Organisations include Lifeline, Beyond Blue, Police and Emergency Services and the Suicide Prevention Callback service • EAP Privacy Policy information • Links to external mental health resources/organisations • Links to send Feedback, find out more About Us and Share the App with others
REPORTING Accurate reporting provides a clear insight into how the EAP is being used, as well as highlighting any emerging workplace issues. Drake WorkWise is experienced in both the technical aspects and confidentiality requirements surrounding the extraction and aggregation of statistical data for quality, timely reporting. Your Client Relationship Manager will work with you to determine your reporting needs and preferences.
CLIENT SATISFACTION SURVEY As part of our commitment to continuous improvement and quality assurance practice, we collect data on the effectiveness and timeliness of our services. Each client accessing the EAP service is given a feedback form to complete at the end of their EAP counselling sessions. The feedback is completely confidential and assists in improving our services, helps us to identify and deal with complaints, as well as monitor Drake WorkWise staff performance.
10
WORKPLACE WELLBEING
CRITICAL INCIDENT MANAGEMENT
Under WHS legislation, organisations are expected to manage psychological and emotional risks and hazards in the workplace. This is particularly the case following a workplace critical incident. Drake WorkWise responds to many critical incidents a year including armed hold-ups, assaults, sudden deaths, serious accidents, terrorist attacks, needle stick injuries, suicides, death threats, fire, natural disasters and many other types of critical incidents that may arise. Drake WorkWise Critical Incident Management services assist organisational preparedness by providing protocols and training managers in responding to workplace critical incidents. Our objective is to minimise the impact on staff and to facilitate return to work and the timely resumption of normal operations by providing specialist clinical trauma intervention services such as: • • • • • • • •
Psychological first aid Individual and/or group debrief Face to Face Counselling Telephone Counselling Case Feedback Critical Incident Management Management Consultation Psychological Assessment Consultation
CRITICAL INCIDENT MANAGEMENT
11
12
YOUR WELLBEING
www.drakeworkwise.com.au