EMPLOYEE ASSISTANCE PROGRAMME HOSPITALITY ACTION BACKGROUND Helping - - PowerPoint PPT Presentation

THE HOSPITALITY INDUSTRY'S EMPLOYEE ASSISTANCE PROGRAMME

Helping our people

• Hospitality Industry's Benevolent Charity for over 175 years
• In 2013 we supported hospitality people in two main ways:
• Financial and emotional support – over £½ Million supported over

1,500 people.

• Drug and Alcohol educational seminars to more than 11,000 students

in over 200 colleges and universities

• We recognised that we could do more: indeed we should do more.
• We created a bespoke Hospitality Industry Employee Assistance

Programme.

HOSPITALITY ACTION – BACKGROUND

Helping our people

• Waitress – aged 40 with three children – made homeless with

significant debts. HA grant helped to resolve debt issues and helped family get back into housing and back to work.

• Hotel Receptionist – aged 29 with four children – diagnosed with

terminal cancer in skin, brain, lungs – debts were mounting because she was unable to work HA helped with a grant to clear her debts and gave support.

• Caterer – aged 58 – his wife suffered a stroke leaving her disabled

– husband had to finish work to become her carer. They live in a rural area. Mrs hoping to live independent life after recuperation enabling Mr to get back to work. She needed alterations to the car to enable her to drive again and be independent. HA helped with the cost of adaptations.

EXAMPLE CASE STUDIES

Helping our people

Hospitality workers c 3m Potential beneficiaries c 5m

High employee turnover 34% Issues of low pay £7.20 p/h average Alcohol problems 15% vs 9%

Helping our people

THE HOSPITALITY INDUSTRY – SOME ISSUES

“A specialist service designed by hospitality people for hospitality people to provide expert help, support and assistance to those in crisis or need.”

DEFINITION OF THE HOSPITALITY INDUSTRY’S EAP

Helping our people

HOW IT WORKS

Helping our people

Critical Incident Support Signposting: Information and Advice Sheets Advice Line Counselling and support: Financial, Debt, Personal, Legal and Addiction

A member after our EAP has intervened! A member with problems

Benevolent Support

• Award-winning provider of EAP advice lines in charity and third sector.
• Social Enterprise based in South Wales.
• Fully accredited provider of helpline assistance.

OUR PARTNERS – CONNECT ASSIST

Helping our people

South Wales Police

• Independent provider of EAP services and counselling for 25 years.
• Founded by Westminster Pastoral Foundation - one of the UK’s

leading centres for counselling, psychotherapy and training.

• Member of the British Association of Counselling and Psychotherapy.
• Reputation for clinical excellence with specialist expertise including

addiction, serious illness & sickness absence.

• Leading personnel in Critical Incident Debriefing (“CID”) services

including 7/7, Madrid bombings, Manchester Police WPC Murders.

OUR PARTNERS – CIC

Helping our people

CIC CLIENT BASE - EXAMPLES

Helping our people

• Partner for health and wellbeing related help and advice

sheets.

• Partner for benefits, disability, money and tax etc.
• Step Change debt counselling – formerly Consumer Credit

Counselling Service.

• Law Express is a dedicated telephone legal advice service

established in 1995. It helps callers to help themselves by providing timely, pragmatic legal advice.

• We have considerable expertise in this area from our alcohol

and drug seminars and real life experiences from our

• presenters. A full range of counselling and support will be given

and residential rehabilitation is available.* Rehabilitation support can be provided through Action on Addiction.

OTHER PARTNERS

*For an additional cost

Helping our people

• Employee in a four star establishment in a large city.
• Received EAP pack from employer.
• Contacted EAP helpline:
• Employee had been victim of violence away from their workplace.
• Needed to move urgently to a new, safer, location but lacked funds to move.
• HA awarded grant to pay the deposit on a new property.
• Client currently receiving counselling via the EAP to help come to terms with the attack.
• Win Win Win!

CASE STUDY

Helping our people

Feedback from Clients who have received Counselling via the EAP:

• “ I am a total advocate for the service, it truly has made a huge difference to my life

… I feel enthused again, and more importantly hopeful about my future which I haven’t felt for a long time…..”

• “They listened, acknowledged and …told me exactly what to expect of the service

and I felt totally reassured. The counsellor was able to fit the sessions in around my life to suit me which was such a huge help and meant I didn’t have an added worry

• f rearranging my schedule. So valuable. It was just perfect for me and I am so

glad I made that first call.”

• “It has been an incredible journey for me and I am truly thankful for the difference its

made to me personally and my work.”

CLIENT FEEDBACK

Helping our people

• Advice, support and assistance to employees via triage system.
• Counselling support.
• Professional management advice.
• Satisfaction of ‘duty of care’ requirement.
• Low cost per head!
• As a charity our objective is to help people; the decision to help has no

financial constraint.

• Developed by hospitality people for hospitality people.
• We have specialism in addiction support.
• Immediate link to HA for benevolent support.
• Enhanced accessibility – digital platform, 24/7/365, free dial-in for users etc.

HOSPITALITY ACTION’S EAP PROVIDES

Helping our people

• We want to help your team and will do all we can!
• Employee and line manager information packs and support.
• Whistleblowing line through unique number – confidential and independent

service allowing employees to report concerns about work related issues.

• Language line facility for over 170 languages.
• Bespoke reporting and anonymised feedback of cases and benchmarking

to industry averages.

• Rapid access to a full range of support services including: mediation and

emergency critical incident debrief (“CID”) and rehabilitation WHAT OUR EAP PROVIDES TO SUBSCRIBING COMPANIES

Helping our people

• Helping to improve productivity.
• Reduction in sickness absence.
• Compliance with the law and employer’s duty of care.
• Helping and supporting managers.
• Improving employee relations.
• Assistance in managing unexpected events – Critical Incident Debriefing.
• A professional quality assured system.
• Fulfilling corporate and social responsibilities.
• Helping Hospitality Action to help the industry’s people.

TOP BENEFITS FOR OUR EAP EMPLOYERS

Helping our people

• Help when needed 24/7/365.
• Multiplatform access – online, web chat, email, telephone, face to face.
• QR coded literature.
• Free from mobiles and landlines.
• Knowledge that the employer genuinely cares for their employee – develops loyalty.
• Totally confidential and easy to use system.
• Less individual sickness as issues are quickly and expertly tackled.
• Personal and employment stability.

BENEFITS FOR EMPLOYEES

Helping our people

One in a series of staff room posters

A ^

A6 staff introductory booklet Wallet card for staff in every introductory booklet

Helping our people

EMPLOYEE COMMUNICATIONS

• On signing up you will receive packs

containing your:

• Employer’s Guide
• Employee’s Booklets
• Poster Set
• Template Presentation and Letter to

introduce the EAP to your team.

EMPLOYER’S BRIEF AND DISTRIBUTION

Helping our people

• We want to help and fully support your team!
• Our EAP is fully integrated with the charity and benevolent support.
• It is designed and managed by hospitality people for hospitality people.
• We provide full package of EAP benefits along with proactive management

support and advice.

• We specialise in addiction support.
• Here to help - 24/7/365.

SUMMARY

Helping our people