Aurora Employee Assistance Program 1 888 389 3299

Aurora Employee Assistance Program 1 -888 -389 -3299 Affiliate Partner Orientation

Objectives: • Introduce the Aurora EAP • What is an Employee Assistance Program? • EAP vs. Mental Health Treatment • What concerns can EAP address? • How will client referrals be given? • Who is our Client anyway? • Supervisory Referrals ü Behavioral Change Coaching Modules • Child/Family Cases • What makes a successful Affiliate Partnership? • Affiliate Do’s and Don’ts • Questions?

Our Mission The mission of the Aurora Employee Assistance Program is to provide high-quality, comprehensive and cost-effective services that are designed to help employers and their employees/families promote health, prevent illness, reduce health care costs and increase workplace productivity.

What is an Employee Assistance Program? An Employer-purchased benefit for Employees The EAP will: • Provide assessment and/or brief intervention ü Prompt in-person or phone consultation sessions • Evaluate the scope and complexity of problem • Refer, and serve as a bridge to appropriate resources, Referral Recommendations if necessary • Maintain confidentiality • Offer day and evening appointments Community *Acute Care Education 1% 2% Outpatient 8% EAP & Short. Term Only 89% *Includes Residential, Inpatient & Partial Taken from 2016 Aurora EAP Annual Summary

EAP Services vs. Mental Health Treatment The Aurora EAP counselors conduct a broad assessment in order to provide a range of referral and assistance options. EAP Role Mental health Functions Comprehensive assessment, brief Mental health/AODA assessment intervention, consultation, and ongoing treatment education, and possible referral Identify problem(s), Screen Diagnose Brief Intervention Treatment, possibly long term Focus Generalist Specialist Contract Dual contract Individual contract Limited relationship Ongoing relationship Consultant Advocate Governed by EAP contract and Governed by mental health and ethics, informed by mental health substance use laws and clinical and substance use laws and license clinical license

What concerns can EAP address? • • • Stress Relationship conflicts Parenting issues Grief and loss Depression and anxiety Personal crisis Balancing home and work Alcohol/drug abuse or other addictions Financial, credit and debt problems Child care concerns

Types of problems: Primary Problems Other 1% Grief/Trauma 4% Wellness 11% Work-Life 19% Alcohol/Drug 5% Occupational 8% Stress, Anxiety & Depression 21% Marital/Relationship 13% Child/Family 17% Taken from 2016 Aurora EAP Annual Summary

How will Client Referrals be given? Our communication to you • Clients must first contact the Aurora EAP to utilize EAP Services. • The client will be referred either by an Intake Coordinator or one of our internal EAP counselors. They will either connect the client by phone to the Affiliate or will call to alert the Affiliate that the client will be contacting them to schedule an EAP Assessment. • If a client contacts an Affiliate's office directly, without first contacting Aurora EAP, Affiliates must refer the client back to Aurora EAP before seeing the client (800 -236 -3231). There will be no guarantee of payment for sessions held without the approval of the Aurora EAP. • A Client Data Form, consisting of basic client information, will be faxed to the Affiliate after the client contacts Aurora EAP. This Client Data Form will serve as the authorization for services. If the client speaks with one of our internal counselors, the fax will also include an Initial Clinical Summary.

What is a Supervisory Referral? • A Supervisory Referral is a case in which a client’s employer has requested the client seek EAP services to address a concern that is affecting the client’s job performance. • The Primary Purpose of an EAP Supervisory Referral is to improve job performance. Clinical issues, symptoms and/or diagnoses are only relevant when considering solutions for the performance problems. EAP Supervisory Referrals are not about problems with the employer (e. g. , bad management, bad policies, etc. ). • It is the role and responsibility of the EAP counselor to help the client understand the job performance problem as presented by the employer and work with the client toward solutions to the problem.

Who is our client anyway? Supervisory Referral Cases • Always remember the “dual client role” during supervisory referrals! • Acknowledge client’s feelings while enforcing employer’s concerns (how client attitude/actions are perceived in workplace) • Review “Circle of Responsibility” • Always be professional and positive when speaking to the client about the Employer • If a pattern of concern with the Employer, consult with the Account Executive

Supervisory EAP Referral • Release of Information signed at 1 st session ü Fax to 414 -760 -5418 • Affiliate reports information to Account Executive within 24 hours of session üAppointment made and kept üEmployee cooperative or not üRecommendations made or not üIf recommendations made, does employee plan to follow through or not? üCall AE at 800 -511 -4804

Tools for Supervisory Referrals Behavioral Change Coaching Modules Educational handouts and homework to support client change • Anger Management • Communication/Conflict Management • Dealing with Stress and Change • Rethinking Drinking • Rethinking Marijuana

Who is our client anyway? Child/Family Cases • We provide family counseling to assist the parent to help the child. • The adult is always the client. • Adults must get permission of the other parent prior to bringing the child into their session. The child is considered a collateral party. • Children 16 years and older may be seen as ‘mature minors’, under their own case, at the clinical discretion of the EAP counselor AFTER the first session with a parent and with the consent of both parents.

What makes a successful Affiliate Partnership? Responsiveness and Communication • Timely availability of sessions- ideally within 2 -3 business days • Timely communication for Supervisory Referrals so we can report compliance • Timely billing so we can provide accurate and up-todate Employer Utilization reports • • • Invoice Release of Information to Employer, if SR Case Client Data Form Statement of Understanding Case Closing Form • Timely feedback so we can consult on cases and provide service recovery if needed

Affiliate Do’s and Don’ts DO. . . • Use your knowledge base to BROADLY assess your Client's needs. • Know your community resources! This may include: self-help groups, support groups, psychotherapy, other types of therapy, church groups or other organizations or services. Remember that Aurora EAP also offers specialized Work-life Services, including: child care or elder care information and referrals, assessment and referral for money management and credit problems, and consultation with and/or referral to an attorney. Affiliates may direct Clients back to Aurora EAP for these particular services. • Resolve the problem in the limited format of the EAP Services, if possible. • Maintain flexibility in your approach and in the content of the EAP Assessment. • Attempt to complete the assessment process in one EAP Assessment if at all possible. This allows the client to move on and begin any future services as soon as possible. • Be clear about the specific role you have as an EAP counselor when working with the Client. • Work with the client's health benefits if referring to an insurance-covered service. This means finding out whether the person you wish to refer to is covered by the insurance, and working with the insurance company if there is a provider network which must be used. If the client has no insurance for needed services, work within the client's means, using agencies with sliding fee scales, etc. • Provide and clarify information so the client will understand what the EAP process is.

Affiliate Do’s and Don’ts- Continued DON'T. . . • Treat the client yourself for mental health or AODA problems. • Give a diagnosis. This is not psychotherapy or treatment. • Bill the client or their insurance company. EAP services authorized by Aurora EAP are paid for by Aurora EAP, based on your submitting the completed EAP Assessment paperwork according to our requirements. • Allow the client to become too connected with you. If the client must be referred to another resource (i. e. for therapy), this will avoid the client feeling as if they must start all over.

Questions or concerns? • Network or Clinical Questions: 1 -888 -389 -3299 • Report Supervisory Referral Compliance: 1 -800 -511 -4804 • Client Calls or Paperwork Questions: 1 -800 -236 -3231