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

SLIDE 1

Employee Assistance Program

Orientation

SLIDE 2

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

SLIDE 3

What is EAP?

​“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.”

​New Employee Benefit

SLIDE 4

Overview: Top 15 Issues addressed

• Anxiety
• Stress & Coping
• Quality of Family Relationships
• Organizational Change
• Quality of Couple Relationships
• Depression
• Family Issue
• Interpersonal Conflict
• Parenting Issues
• Scope of Work
• Career Development
• Communication
• Separation/Divorce/Family & Parenting Issues

*Optum EAP Database – Book of Business 2016

SLIDE 5

Range of various issues Optum addresses

Workplace issues



Stress & Burnout



Interpersonal conflicts



Work related dissonance



Organization change



Mediation skills



Management support



Leadership support

Relationships Milestones



Moving in together



Jointly owning property



Getting Married



Civil Partnership



Step families



Managing joint finances



Family friction

Having Children



Pregnancy



Birth



Juggling work & home



Childcare



Adopting



Post natal depression

Family issues



Bereavement



Caring for relatives



Disputes



Ill health/disability



Unplanned pregnancy

Personal issues



Anxiety



Abuse



Racial discrimination



Miscarriage



Separation



Divorce



Infertility

Illness



Diagnosis



Terminal illness



Depression



Living with illness



Accident



Telling the family



Addiction

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Services Available

​Counseling ​Manager Referral ​Manager Consult

​Service Availability

• 24/7/365 days

​Connect with us via

• Phone / Email

Consultation via

• Telephone
• Email
• Online Chat
• 4 Face to Face

sessions per user, per issue, per year(call for appointment) ​Service Availability

• 24/7/365 days

​Connect with us via

• Phone / Email

Consultation via

• Telephone
• Email
• Online Chat

​Service Availability

• 24/7/365 days

​Connect with us via

• Phone / Email

Consultation via

• Telephone
• Email
• Online Chat

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Manager Hotline

​Manager Referral

• Manager calls EAP
• Optum takes relevant information including

employee name and discusses the referral procedure.

• Manager/HR encourages employee to call EAP.

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 Consultation

• Manager calls EAP
• Optum counselor understands the concern of the

manager.

• Appropriate coaching is provided as per the concern
• f the manager

​Manager Referral & Consultation Process Flow

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Manager Referral

Attitude and behavior:

• Loss of motivation
• Tearfulness or irritability
• Tension with colleagues and a decrease in co-
• peration
• Increase in tobacco or alcohol consumption

Work performance:

• Increased mistakes and accidents
• Loss of concentration and poor decision making
• Avoiding responsibility
• Negative Appraisal

​Areas of Support for Managers

SLIDE 9

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.)

​Benefits of Manager Consultation

SLIDE 10

Key Benefits as an Employer

• Productive & Healthy Workforce
• Save management time by referring to employees to EAP.
• Develop & train New Managers

​How this service can benefit you as a manager/leader?

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Key Benefits as an Individual

• 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.

​How this service can benefit you?

* 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.

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Protecting your Confidentiality

• 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.

​Confidentiality is assured

SLIDE 13

Ease of Access

​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

​How to reach us?

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FAQ’s

• 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

• r 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.

​Frequently Asked Questions

SLIDE 15

Case Studies

• 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.

​Anonymous Examples

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Case Studies cont.….

​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

• f confidentiality.

​Anonymous Management Referral Examples

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Case Studies cont.….

​Case 1 - A project is soon to be completed and the 2 team leaders are in conflict with each

• ther, 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.

​Anonymous Management Consultation Examples

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Thank you.

Contact information:

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Contact information:

For more visit livewell.optum.com and enter your access code.