eni BalanceWorks Employee Assistance Program Supervisor Training Balance Your Life Balance Your Health Balance Your Work

Who are we? eni is a national provider of behavioral health and work/life benefits. Established 1983. Serving all 50 states and Canada. Corporate headquarters located in Upstate N.Y. with satellite offices in Florida, Ohio, Rochester and Manhattan.

What is BalanceWorks? BalanceWorks is an enhanced employee assistance program available to employees and family members. It is included at no additional cost as part of the employee benefits package. provides 24/7, professional help, for resolving personal situations and concerns that may affect an individual s well-being or job performance provides assessment of needs, short term counseling, referrals, and appropriate follow-up provides supervisors with a tool showing how to identify and properly respond to employees who show signs of personal or professional difficulties.

Who is Eligible For BalanceWorks? Employees and eligible family members can participate in BalanceWorks immediately. Eligible family members include: All employees Employee s spouse or domestic partner Employee s dependent children up to age 26 Employee s unmarried children, regardless of age, residing with the employee who are mentally or physically incapable of earning their own living.

What Are the Benefits? The BalanceWorks EAP will help: reduce employee sick leave, absenteeism, workers compensation, work related accident, and disability premiums [1] Keep the supervisor/employee relationship on a professional basis Help employees effectively balance the competing demands of work and life. [1.] U.S. Department of Health and Human Services report: reduce sick leave usage by 33 percent, work-related accidents by 65 percent, workers compensation claims by 30 percent, lost time by 40 percent and grievances by 50 percent.

Is BalanceWorks Confidential? Confidentiality is a key principle of BalanceWorks. No information is released without the employee s written permission, except as required by law. Legally required exceptions include threat or harm to oneself or others. Use of the service is strictly voluntary, but employers may refer and encourage employees to use BalanceWorks.

BalanceWorks Benefit Services www.mybalanceworks.com or 800-327-2255 24 hours a day, 7 days a week

Counseling Services eni offers professional short term counseling for a variety of concerns, including but not limited to: marital problems alcohol and/or family problems substance abuse stress emotional problems Eligible members are entitled to a number of free visits with a counselor per separate issue during a 12-month period based on your organization s agreement with eni. A national network of 40,000+ counseling providers across the U.S. to connect you to someone in your area. If an employee needs long-term care, eni will assist in finding and facilitating that care.

Counseling Services Benefits to Supervisors Allows supervisors to remain on professional turf Proven to help employees with difficult personal concerns Saves time addressing job performance issues Studies indicate that 70% of personal issues can be resolved in short term counseling if there is early intervention.

What Happens When Someone Calls BalanceWorks? Client calls the EAP to request services at. The individual is immediately connected to an intake specialist. For counseling inquires the intake specialist conducts an brief intake. For counseling inquiries the intake specialist conducts an intake which takes about 5 minutes and consists of basic demographic questions, along with questions relating to the situation the individual is calling about. The intake specialist will also assess for suicidal ideation, domestic violence, or drug or alcohol abuse as required by law. The intake specialist ranks the call and schedules an appointment for the client. Routine: Urgent: Emergency: The individual is scheduled with an appointment within 3-5 business days. The individual is provided with an appointment within 24 hours or 1 business day. The individual is handled immediately.

Financial Consultations 30 minute free phone consult per a financial professional per each issue. with Get advice and resources on any financial matter, including budgeting, bankruptcy, estate planning, and credit report issues. Telephonic appointments can be provided immediately. Discounted 90-minute face-to-face referrals provided locally to certified financial professionals for more complex issues such as retirement planning/funding college/ investment etc.

Legal Consultations & Referrals ½ hour free phone consult per legal issue with a licensed attorney. Any legal matter including wills, custody matters, purchasing a home, small claims, etc. Appointments typically are provided within 3 business days. If the individual retains the attorney after the initial consultation, there will be a 25% discount on all retained services and a 10% discount on flat rate services (Bankruptcy, wills, etc.)

Personal Assistant Services How may I assist you? Need to locate a pet-friendly hotel? Need a contractor? Need help planning an event? Compare Pricing? Need Tickets? Need college information?

Personal Assistant Services Each employee is assigned a dedicated personal assistant, who: is a work/life specialist trained to respond to employee requests on a wide range of topics. PA s will help address day-to-day responsibilities or major life events including: Trip or vacation planning Major event planning Eldercare Educational programs Shopping Locating housing Project planning Child Care Mechanic Contractor Specialty items Tutors PA s can be contacted as often as needed by phone or by accessing the MyBalanceWorks web site.

Web Access www.mybalanceworks.com

Your Personal Web Portal www.mybalanceworks.com Personal Assistant Ask -a- Counselor Resource Center

BalanceWorks How The EAP Fits Into Supervision www.mybalanceworks.com or 800-327-2255 24 hours a day, 7 days a week

Troubled Employee vs. Problem Employee Problem Employee a problem employee presents disciplinary issues and may have never shown competency in the requirements of the job. Bending the rules Ignoring company policies, safety protocols, etc. Troubled Employee A troubled employee has performed at acceptable levels in the past but are sometimes unable to resolve personal problems and may need intervention.

Types of Issues Two underlying problem areas to identify: Work-related problems Co-worker conflict Changes in job duty, hours, etc. Lack of understanding of expectations No opportunity for advancement Fear of layoffs, mergers, etc. Personal problems Marriage or relationship problems Family issues Financial Difficulties Stress from work or home Emotional Problems Substance Abuse Domestic Violence

Making Referrals to the EAP 1. Voluntary Referrals Suggest that the employee contact the EAP. Stress to your employee that the EAP and work/life services are provided for free. Stress that the EAP is 100% confidential. Examples of when to refer an employee to the EAP When an employee is experiencing signs of stress When an employees appears anxious or depressed When you become aware that an employee is having personal problems When you suspect a substance abuse problem When an employee is having work performance issues

Making Referrals to the EAP 2. Mandated Referrals A last chance corrective action effort for employees based on job performance problems or other workplace issues. HR/Labor Relations working in conjunction with the supervisor may call 1-800-327-2255 to speak to an eni Care Manager who will guide them through the mandated referral process.

Employee Scenario An employee has been showing a decrease in productivity and is often late or absent for work. You are concerned for the employee s performance. You suspect personal issues may be the cause of why the employee s performance is slipping. Follow the four-step model: 1. RECOGNITION 2. DOCUMENTATION & SUPPORTIVE COMMUNICATION 3. EAP REFERRAL 4. FOLLOW-UP MEETING

Recognizing the Signs Quality of work performance Excessive tardiness/absenteeism Attitude towards work/co-workers has changed Reasonable suspicion of substance abuse Employee seems anxious /depressed

Documentation Impaired judgment or performance issues Performance patterns Include dates & times Be clear & concise avoid subjective of emotional language ASK: Am I using language in my documentation that is measurable and "describes," not "interprets" unacceptable behavior?

Constructive Confrontation Meet privately with the employee Begin by stating the employees value to the group or organization Be direct in your discussion of the performance issue with the employee State your observations and use any previous documentation or performance reviews Do Not offer personal advice and avoid non job-related issues Recommend the employee contact the EAP if you believe that personal issues are an underlying cause

Follow-Up Monitor the employees job performance and arrange a time to meet and discuss his/her progress Do not discuss the employee s personal problems Expect the EAP to call if the employee was mandated and fails to show for appointments If performance problems return, consider what disciplinary or administrative actions are appropriate in response to a return to unsatisfactory performance.

Additional Resources for Supervisors Supervisory Consultation - Supervisors may call the EAP to have an objective consult regarding a troubled employee. Advice on handling issues such as: absenteeism poor work performance suspected substance abuse Note: The consult should be cleared with with your HR department.

Summary Easy Phone Access - 1-800-327-2255 Mobile App for easy access. Premium services beyond a traditional EAP A tool for helping with performance management Live response available 24/7/365 A network of over 40,000+ licensed mental health providers located nationwide Flexible appointments including weekends and evenings.

Questions/Discussion Thank You! Note: Presentation templates used with permission of Microsoft, Inc.