Communication Guide. Introducing and Promoting your Employee Assistance Program (EAP) and Work-Life/Wellness Resource

Transcription

1 Communication Guide Introducing and Promoting your Employee Assistance Program (EAP) and Work-Life/Wellness Resource Contact LifeWorks: Toll-free: En français : TTY: Username: XXXXXXXXXXXX Password: XXXXXXXXXX

2 Table of Contents We re Here to Help 3 Getting to Know the Program 4 LifeWorks Online 5 Ceridian LifeWorks Mobile 6 Online Support for You 7 Designing Your Communication Strategy 8 Promoting the Program 10 Understanding Your Audience and Evaluating Your Communication Channels 13 Appendices 14

3 We re Here to Help Your organization has chosen to provide the LifeWorks Employee Assistance Program (EAP) and work-life/wellness resource to help employees stay healthy, reduce stress, and be happier and more effective at work and at home. But, why have a great EAP if employees don t know about it? We re pleased to present your Communication Guide and companion Communication Toolkit to support you in your role as a point-person for LifeWorks in your organization. We designed the guide and toolkit to help you: understand the value and scope of the program; think about communication channels that are available for your use and choose promotional materials that will work for your organization; consider and craft messages that will resonate with your organization s employees, and access content you can use to educate them about the program; inform managers and employees about the scope of LifeWorks services and how the program can help individuals and/or their dependents during difficult times and with the challenges of everyday life; promote the program in an ongoing fashion to increase awareness and usage; and, reduce possible stigma about EAP usage. Your LifeWorks account management representative and/or members of the account services team are available to help you develop a communication plan, promote the program, and access promotional materials. Our goal is the same as yours: to ensure that your organization gets the full value of the program. Did you know? 53% of unscheduled days off are due to family issues, personal needs, or stress and burnout. 35% are due to personal illness. 1 LifeWorks can contribute to reduced absenteeism by helping employees deal effectively with personal and family issues, and take steps to improve their health. 1 CCH Unscheduled Absence Survey.

4 Getting to Know the Program We recommend that you become familiar with the program and the many ways it can support employees, managers, HR professionals and your organization. Understanding the scope of services will help you effectively communicate the value of LifeWorks. LifeWorks is available any time, 24 hours a day, seven days a week by phone, online and by mobile application. LifeWorks provides: Toll-free access to qualified, professional consultants for confidential, expert help with work, life and everything in between (all services available in English or French and live translation service available in 140 languages for needs assessment during intake); Telephonic, face-to face or video counselling live via webcam with Master s level counsellors across Canada; Alternative access to the program online at Customized research to assist employees in addressing their particular issues; Information about resources and support agencies located in an employee s community; and, Access to hundreds of educational materials including articles, booklets, audio recordings/ CDs, toolkits and assessments, and more. 4

5 LifeWorks Online The LifeWorks website is the best source of information about the program and the range of support and services it provides. Take some time to thoroughly explore the site, view a recorded demo available on the website, or ask your account management representative or a member of the account services team for a tour of the site. Site features: Click on each of the three Homepage Features to learn about support dedicated to topical issues and themes. Access featured resources pertaining to Life, Health, Family, Money, Work. Use the Search functionality to find a wealth of articles, podcasts and audio recordings, seminars, self-assessments, interactive toolkits and other educational materials. Tour our Life Events tab to access materials and resources dedicated to supporting you through challenging, exciting and sometimes stressful transitions in life, from starting a family to starting a new job. Try out Featured Tools such as the Ceridian Depression Centre, Stop Smoking Centre, Career Cruising for Teens, Complete Will Kit, Financial Toolkit and Healthy Weight Calculators. Helpful Locators The site offers easy-to-use tools for finding childcare and elder care resources, summer camps, schools, colleges and and more. more. Access Timely Help. This website area features information and support pertaining to current events, health issues or traumatic incidents that affect people, places and everyday life, i.e., natural disasters, violent incidents, wellness promotions, etc. The rotating Carousels at the top of the screen display your toll-free program phone number and and link a to link submit to submit a request a request online. online. You You can also can also access access a selection a selection of wellness of wellness resources resources and and tools tools directly directly from from the Wellness the Wellness carousel, carousel, including the Ceridian Health Assessment or Ceridian Wellness OneSource (available only to organizations who have implemented a complementary wellness solution). He too res and Acc info eve affe nat pro The dis and als and inc Ce org com 5

6 Ceridian LifeWorks Mobile Application (Mobile site coming 2015) Available for download to iphone, Android and BlackBerry devices and exclusively to LifeWorks customers. This FREE app provides the convenience of EAP access via smartphone. There are two easy ways to get the app: 1) Search LifeWorks in your device s app store. OR 2) Scan the QR code below with your smartphone to access more information about the mobile app on our website, and/or to download your app. 6

7 Online Support for You HR website for program administrators This companion website is designed to support program administrators, HR professionals and managers in launching and promoting LifeWorks, and in making the best use of the program. Log in using the same username and password you use for to access: Brochures, wallet cards and posters Recorded program orientations to educate employees on services available through the EAP, as well as recorded website tutorials Annual Communication Plan, including monthly feature flyers Quarterly newsletters Topical e-flyers/communications Our Manager Resources Series calendar and the monthly series tools and events Information about Ceridian Crisis Management Helpful resources for leaders and people managers including recorded webcasts, podcasts, whitepapers, research reports, case studies and more, on the topic of HR and wellness trends/news LifeWorks Manager Toolkit which includes flyers, information about management consultations, our Manager s Guide and Manager s Orientation Information about cost-plus services to support your organizational effectiveness and wellness goals Website tutorial (English & French) Take a guided tour of your program administrator website with this helpful recorded tutorial (20 min.) You may also copy and paste a link to the tutorial into an , newsletter or flyer to introduce your managers and program administrators to the program s companion website. Links available in English and French on 7

8 Designing Your Communication Strategy In this section, we present a recommended communication strategy, and refer to sample tools you can use to launch and promote LifeWorks. You will see some of these promotional tools at the end of this document as appendices. Other tools are available in your companion Communication Toolkit in an editable format (Microsoft Word documents) so you can customize them to suit your particular needs and even copy and paste the content you need. To launch LifeWorks, and to encourage continual usage, we recommend using a variety of components in an integrated, meaningful and logical manner. STEP 1: Introduce LifeWorks to your leaders, managers and HR professionals. Your leadership team, people managers and HR professionals play an important role in the launch and ongoing support of any organization-wide initiative. It is important that there is continuity and program awareness at all levels. Action 1: Send a communication to introduce LifeWorks to your managers and leaders. (See Sample #3 in your Communication Toolkit) STEP 2: Launch the LifeWorks program to your employees. Action 1: Record a broadcast voice message from an executive leader to launch LifeWorks within your organization. (See Sample #4 in your Communication Toolkit) Action 2: Send a company-wide communication ( or letter/memo) introducing LifeWorks. (See Sample #5 in your Communication Toolkit) Action 3: Distribute a hard copy of LifeWorks promotional materials including wallet cards, brochures and/or the General Overview flyer to all employees. (See Appendix #1 General Overview flyer) Action 4: Display LifeWorks posters in high-traffic common areas. Action 5: Create a visible link to on your company s intranet site (Banner ads and deep links are available. Contact your account manager and/or account management representatives to provide these links). Action 6: Organize live program orientation sessions, encourage your employees to register for a program orientation session held live via webinar throughout the year, or provide employees with a link to a recorded orientation. The calendar of live sessions (available in English or French) is available on (See Appendix #2 Calendar of Live Orientation Sessions) Action 7: Incorporate content about the program into your benefits handbook and HR documentation, post on your intranet, etc. (See Sample #6 in your Communication Toolkit) 8

9 STEP 3: Plan for ongoing promotion of the LifeWorks program. Communicate frequently without over-communicating. You can incorporate any of the actions in Step 2 into an ongoing promotional strategy. In addition, you may wish to consider some of the following: Action 1: Consider building an annual organizational wellness plan (programs and strategies) around themes from LifeWorks Annual Communication Plan. (See Appendix #3 Annual Communication Plan) Action 2: Distribute LifeWorks monthly feature flyers to employees. Action 3: Distribute LifeWorks quarterly newsletters to employees. Action 4: Access LifeWorks monthly Manager Resources and share these valuable learning tools with people managers. (See Appendix #4 Manager Resources Series Calendar) Action 5: Consider distributing topical e-flyers to your employees to coincide with timely events or to highlight important issues. LifeWorks topical flyers include useful tips and information, and point employees to the program website for additional articles and resources. For instance, you may wish to send a flu prevention flyer to employees in advance of flu season, or a sun sense flyer as summer approaches. (All flyers are available on Action 6: Organize EAP Visibility Events Host an EAP information booth or brief orientation session at your company s wellness fair, employee appreciation event, etc. REMINDER: Your program administrator website, houses all promotional materials and more in both English and French, from newsletters and monthly features to topical flyers, reports and recorded webinars. We encourage you to visit the site regularly to see what s new and to access core program materials. Log in to the password-protected site using the same credentials that you use to log in to 9

10 Promoting the Program You may need printable pieces to post in a break room or cafeteria, banner ads for your Intranet, articles for a newsletter, electronic presentation slides to deliver an in-person orientation, or an to distribute to employees in multiple locations. You can find all of these materials most of which are customizable and all of which are available in English and French on Here are just some of the materials available to help you introduce and promote LifeWorks: Wallet card Designed for distribution with our program brochure, the wallet card is a great way for employees to keep the program phone number, web address, and your organization s specific log-in information handy. Brochure Designed for distribution with the wallet card. Recommended for inclusion in new-hire packets. Provides an overview of the program in a colourful and appealing format. Presentation slides Deliver this presentation (Microsoft PowerPoint) to introduce the program to your employees during a team meeting, or incorporate the slides into a company-wide webinar. 10

11 Banner ads Include banner ads on your company s intranet as a way to build program visibility and use. Available in dynamic and static formats, with imagery and without, and with embedded deep link. Program orientations Recorded: Post a link to a recorded program orientation (webinar) on your intranet site, or copy and paste a link to send to employees by . Live: Throughout the year, we deliver program orientations live via webinar, open to all program participants. You can find a schedule of planned events posted on Monthly feature flyers You ll receive a feature flyer each month in electronic format to distribute to employees by , or to post in common areas. The themes of our features are based on LifeWorks Annual Communication Plan. Posters For posting in high-traffic areas where employees have time and room to copy down the phone number and online access information. Quarterly newsletters We deliver our quarterly newsletter directly to you via , and we encourage you to forward to your employees as a way to build program visibility. Each themed issue contains articles on work, family and personal issues, and recommends helpful resources available through the program. 11

12 Topical e-flyers Flyers are available to promote virtually any aspect of the program, or to provide information on topics of special interest. Issues range from anti-bullying strategies to health tips, stress management, budgeting, parenting and more. STEP 4: Consider other solutions from Ceridian to complement your EAP. Ceridian HCM is a full-service human capital management solutions provider. You may wish to consider some of the following cost-plus solutions and services to complement your EAP: Ceridian Training & Development: 100+ options include wellness seminars/lunch and learns and more intensive manager training, continuing education tracks, and coaching. (catalogue available on Ceridian Wellness Clinics powered by Centric Health: From biometric clinics that measure key health indicators such as cholesterol, blood pressure and BMI, to flu immunizations and ergonomic assessments, our convenient, on-site wellness clinics support workforce well-being. Ceridian Wellness OneSource: This complete, integrated solution combines the best health and wellness tools into a convenient online platform that provides employees with confidential, 24/7 access to their health data. The application includes a health risk assessment (HRA) questionnaire to help your organization measure workforce risks and design targeted wellness strategies; fun and inspirational organizational challenges; and convenient online, self-directed coaching modules to help effect lasting change. Career Support Services include a range of helpful, practical services to assist employees with understanding the emotions associated with career transition. Through practical skill-building, we can support employees as they embark on new career paths either within your organization or with a new organization. 12

13 Understanding Your Audience and Evaluating Your Communication Channels LifeWorks communication tools appeal to a diverse audience, feature the most valuable aspects of the program, and make use of a variety of media, including print and online. Here are some things to consider as you develop and refine your communication plan: How would you describe your audience? What are some of their defining characteristics? Your employees may have unique characteristics and needs, or present special communication challenges. You may have employees who are hard to reach by , for example. You may have people who are on the road or in manufacturing plants without ready access to a computer. Or, maybe many of your employees are English as a Second Language, dispersed in small or home-based offices, or even working in customer offices as consultants. Think about how you can communicate effectively with all employees groups. How broad is awareness of the program? You may know through employee surveys or from anecdotal evidence that awareness is strong among some employee groups, but not among others. How might you reach under-aware populations with different kinds of messages and using different communication vehicles? Are in-person presentations important in reaching some groups? Who do employees trust? Can you get help from those people in building program awareness? Who in your organization is skilled at crafting messages and creative in using different communication channels? Can you get help from those people in coming up with new tactics? Given the reams of information employees must process, how might you make your messages stand out? Are some employees reluctant to use the program because it involves asking for help from a stranger? Are there ways you might make that initial contact more appealing by sharing anonymous stories from people who have used the program with positive results? Do employees know about the program, but do they have a limited understanding of the many ways it can be helpful? (An EAP sometimes has an image as a program only for people struggling with serious mental illness, or addiction, for example.) How might you change those perceptions so employees see all of the ways in which the program can be valuable? Which aspects of the program will be of most interest to different groups of employees? The fact that it is free? That it is confidential? That it is available 24 hours a day? That employees can use a special number to call a French-speaking consultant? That it can help employees be more successful in their jobs, or with parenting or relationships? That it can help employees who spend time caring for older relatives? That it offers special help for managers? Contact your account management representative and/or a member of the account services team to help with promotional strategies. 13

14 Appendices Appendix 1: LifeWorks General Overview Flyer Appendix 2: Orientation Sessions Schedule Appendix 3: LifeWorks Annual Communication Plan Appendix 4: LifeWorks Manager Resources Series Calendar This program is brought to you by Ceridian. We abide by all provincial and federal laws. These laws may require us to limit service, or to report information to authorities regarding suspected child abuse or elder abuse, as well as threat of harm to self or others Ceridian HCM, Inc. All rights reserved. 14