Employee Assistance Program Orientation About Optum Optum is part - PowerPoint PPT Presentation

Employee Assistance Program Orientation

About Optum ​ Optum is part of UnitedHealth Group [Fortune 6] • 11 international staff operation hubs (UK, Ireland, Canada, Australia, China, France, India, Brazil, Singapore, Hong Kong, US) • 40 years experience in international delivery • 150 countries with service capability • 3,000+ Global company customers • 10,500 strong provider network • 11,000,000 individuals covered

What is EAP? ​ New Employee Benefit ​ “This program is designed to provide you with information, consultation, coaching, advice and support to assist you to address work and/or personal issues that may be impacting productivity, morale and wellbeing .”

Overview: Top 15 Issues addressed • Anxiety • Interpersonal Conflict • Stress & Coping • Parenting Issues • Quality of Family Relationships • Scope of Work • Organizational Change • Career Development • Quality of Couple Relationships • Communication • Depression • Separation/Divorce/Family & Parenting Issues • Family Issue *Optum EAP Database – Book of Business 2016

Range of various issues Optum addresses Workplace issues Family issues Relationships Milestones    Stress & Burnout Bereavement Moving in together    Interpersonal conflicts Caring for relatives Jointly owning property    Work related dissonance Disputes Getting Married    Organization change Ill health/disability Civil Partnership    Mediation skills Unplanned Step families   pregnancy Management support Managing joint finances   Leadership support Family friction Illness Having Children Personal issues    Diagnosis Pregnancy Anxiety    Terminal illness Birth Abuse    Depression Juggling work & home Racial discrimination    Living with illness Childcare Miscarriage    Accident Adopting Separation    Telling the family Post natal depression Divorce   Addiction Infertility

Services Available ​ Counseling ​ Manager Referral ​ Manager Consult ​ Service Availability ​ Service Availability ​ Service Availability • • • 24/7/365 days 24/7/365 days 24/7/365 days ​ Connect with us via ​ Connect with us via ​ Connect with us via • • • Phone / Email Phone / Email Phone / Email Consultation via Consultation via Consultation via • • • Telephone Telephone Telephone • • • Email Email Email • • • Online Chat Online Chat Online Chat • 4 Face to Face sessions per user, per issue, per year(call for appointment)

Manager Hotline ​ Manager Referral & Consultation Process Flow ​ Manager Referral ​ Manager Consultation • • Manager calls EAP Manager calls EAP • • Optum takes relevant information including Optum counselor understands the concern of the employee name and discusses the referral manager. procedure. • Appropriate coaching is provided as per the concern • Manager/HR encourages employee to call EAP. of the manager Contacting Optum is voluntary. • Employee calls and appropriate service delivered. Optum provides feedback to HR ONLY on the following: • Whether or not employee called in • Whether or not they have taken up recommended course of action.

Manager Referral ​ Areas of Support for Managers Attitude and behavior: Work performance: • • Loss of motivation Increased mistakes and accidents • • Tearfulness or irritability Loss of concentration and poor decision making • • Tension with colleagues and a decrease in co- Avoiding responsibility operation • Negative Appraisal • Increase in tobacco or alcohol consumption

Manager Consultation ​ Benefits of Manager Consultation • Differentiates between personal and professional boundaries • Aids in managing difficult employees • Effective intervention planning • Psychological support in understanding different team members • Skills on developing Managerial Abilities (Leadership, Communication, Motivation etc.)

Key Benefits as an Employer ​ How this service can benefit you as a manager/leader? • Productive & Healthy Workforce • Save management time by referring to employees to EAP. • Develop & train New Managers

Key Benefits as an Individual ​ How this service can benefit you? • 100% free service sponsored by your employer. • 100% guarantee of confidentiality*. • Independent and impartial support and service. • Expert advice to help you deal with life’s challenges either personal or work related. • Access to online self-help tools, articles and many more resources. * Information related to your identity will not be shared with anyone unless there is a serious or significant risk to you, others or the organization.

Protecting your Confidentiality ​ Confidentiality is assured • Your employer will not know that you called as we only report number of times the service was used which does not contain individual information. • Counsellors are bound by code of professional ethics. • Contract requires confidentiality. • Information related to your identity will not be shared with anyone unless there is a serious or significant risk to you, others or the organization.

Ease of Access ​ How to reach us? ​ Call Us The country specific dial-in details can be found on the EAP portal Online Access • https://www.livewell.optum.com • Access Code: dentsply • Email Us using the quick links on the portal

FAQ’s ​ Frequently Asked Questions • Will my employer know I used the service? No, not unless you tell them, sign a consent form, or present an imminent risk. • Will the program resolve any problem? The program is a great place to start for any personal issues. We resolve most issues within the program, but specialized or longer term needs are referred to other resources, and we’ll help coordinate that. • How does Optum verify employee status? With the volume of client organizations Optum service, and the potential of an ever changing workforce, it is not practical for Optum to hold employee lists. During the intake process, we identify employees by asking questions regarding their employment location, title and division. In our experience the EAP is not a service that is likely to be abused, and we find it is better to accidently include someone than accidently exclude them. • How can I use the Manager Hotline Service? You can access the Manager Hotline Service by calling the same EAP dedicated numbers provided in your region and informing the call center intake professional that you wish to use the Manager Hotline service. Your request will be processed and a consultant will provide a call back to you to manage your enquiry.

Case Studies ​ Anonymous Examples • X had recently suffered a close family loss and called Optum for help. After a conversation with a counsellor, face-to-face sessions were set up in the same town as X lived. Following five counselling sessions, X reported that he was satisfied with the service and how the counsellor helped him. Most importantly, he reported he felt better able to manage in spite of the loss. • Y felt stuck about how to connect better as a family. Y called the program and brainstormed ideas, and put them to work the next weekend to the whole family’s delight.

Case Studies cont.…. ​ Anonymous Management Referral Examples ​ Case 1 - Mr ‘X’ has been an employee in your organization for the last 3 years. His performance and social skills have always been good. In the last few months you notice that his performance has dipped and that he is absented from work. You also notice that he is aloof, unsocial and at times irritated and angry. As a manager you try to talk to him about it, but he is unwilling to disclose his concerns. ​ Case 2 - The team has informed you that ‘ Mr A’ has had a bereavement in the family and has been experiencing panic attacks since then. ​ You can refer such employees under ‘Manager Referral’, with their consent, assuring them of confidentiality.

Case Studies cont.…. ​ Anonymous Management Consultation Examples ​ Case 1 - A project is soon to be completed and the 2 team leaders are in conflict with each other, and this is hampering the completion and quality of the project. The conflict is silently escalating and many others are also getting involved. ​ Case 2 - An employee is basically a short tempered person and is constantly having issues with other employees. His performance is good but his temper is affecting the atmosphere.

Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Contact information: Contact information: Contact information: Contact information: Contact information: Contact information: For more visit livewell.optum.com and enter your access code.