EAP Service Use in a Managed Behavioral Health Care Organization: From the Employee Perspective

Contemporary employee assistance program (EAP) services are typically provided in broad-brush programs delivered by large external vendors in a network model. Yet research has not kept pace with EAP evolution, including in terms of how EAP clients themselves view services. We surveyed a random sample of EAP service users from a national provider (361 respondents). About one-third of respondents reported getting help for workplace issues. Most learned about the EAP through employer communications such as the company website. The large majority reported that the EAP helped them "a lot" or "some," suggesting they valued this benefit.     

Preparing marriage and family therapy students to become employee assistance professionals*

While the number of Employee Assistance Programs (EAPs) has grown tremendously, opportunities for marriage and family therapists in EAP settings have not been adequately described. This paper addresses issues pertinent to training Marriage and Family Therapy (MFT) students to develop the skills needed to become EAP professionals. Qualifications for becoming an EAP professional are described and suggestions are made as to how these skills may be taught within the framework of an academically based MFT training program.     

Women and HIV:

Women constitute one of the fastest growing groups of people infected with HIV. Women have always been affected by HIV as informal or formal caregivers. Despite this, HIV services and education have been directed almost exclusively towards men. Given that women comprise half of the workforce, the change in the face of the epidemic requires a reexamination of the EAP professional's approach to AIDS education and services. This article delineates HTV-related issues specific to women and their impact on the functions of the EAP. Suggestions are made for targeting AIDS workplace education and prevention to women. The implications of women's issues on early identification, counseling, and referral by EAP professionals are also explored. Consideration is given to the cultural and socioeconomic diversity of women affected by HIV.     

Women Survivors of Sexual Abuse:

This article discusses issues that employees bring to the workplace and to the EAP counselor when childhood incest is the refering problem. It examines three broadly related areas of potential difficulty that EAP counselors, employers and coworkers can anticipate from a coworker who is an incest survivor: power, control and connection. The impact of these dynamics on the workplace and the EAP counselor is explored. Treatment goals and interventions emphasize five key areas of intervention: ( I ) therapeutic relationship; (2) rituals; (3) flexible boundaries; (4) recognizing family and workplace patterns; and (5) creating workable realities for the survivor.     

Paving the Way for EAP Evaluations:

The theme of this chapter centers on the development of key process questions that precede and direct the development of EAP evaluations. The main assumptions of this chapter are: (1) that nonthreatening process-type questions may be used in helping EAP evaluators plan their evaluations; and (2) that the profession of social work can meaningfully assist in developing and answering such questions. These process questions emerge from considcring issues related to: (1) policies and procedures; (2) services; And (3) the administration of EAP programs. The role of the social worker in this process is described, and the unique knowledge and skill of the social work profession in this particular role is explored and identified.     

Workplace Problems and Needs for Lesbian and Gay Male Employees

Abstract

This article presents research findings pursuant to the problems and needs of lesbian and gay male employees, as perceived from a randomly selected national sample of employee assistance professionals. The research was based on a conceptual model for framing workplace interventions addressing issues of protection, inclusion and equity (PIE) for gay/lesbian employees. Findings indicate that heterosexual employees greatly underestimate the level of discrimination sexual minorities experience; women respondents were more sensitive to gay/ lesbian workplace issues than men; existing EAP and human resource services, programs and policies inadequately address gay/lesbian needs; significant differences exist between heterosexual and gay/lesbian employees' on perceptions of diversity training content and gay/lesbian EAP professionals feel the workplace is only somewhat “safe” for them as sexual minority employees.     

The Current State of Evaluation Practices in Employee Assistance Programs,San Francisco

This study assessed the current state of evaluation practices within Employee Assistance Programs (EAPs). Because of structural variation and previous design problems, an examination of EAPs was needed. The sample consisted of 34 EAPs, primarily drawn from the San Francisco ALMACA chapter. A Program Survey was sent to each EAP, which included a demographics and an evaluation section. This study found that 59% of the sample reported conducting program evaluation and another 20% planned future evaluations. The findings of this study suggest a trend toward an increasing awareness of the value of EAP evaluation; however, important issues still need to be addressed.     

Chapter 5: Perspectives on the Integration of Employee Assistance and Work-Life Programs

SUMMARY

A recent qualitative study explored perceptions of critical issues and challenges from the point of view of experts and key informants working in diverse roles in the Employee Assistance Program (EAP) field (Sharar & Hertenstein, 2005). One of the central themes that came out of the study is that EAPs have become a type of platform for the expansion of integrated collateral services, chiefly work-life (WL) programs. This paper presents a variety of perceptions and opinions from experts in the EAP field, both pro and con, on the growing convergence of EA and WL programs, including the rationale to integrate, segregate, and concerns regarding the diffusion of traditional and core EAPs. The paper concludes with the authors? perspectives on implications for the EA field, along with the need to find ways to measure if and when integration leads to employee and organizational improvement.     

Evaluation of an employee assistance program at a transportation company

The purpose of this study was to determine the effectiveness of an Employee Assistance Program (EAP) in terms of selected work performance indicators and treatment outcomes. Three primary data sources were utilized: a questionnaire administered to EAP users, reports from EAP counsellors on treatment diagnoses and outcomes, and employee records on absenteeism and other performance criteria over a five year time period. On the whole, EAP clients reported very favourable outcomes regarding the quality of services and improved well being, and the counsellors reported successful treatment outcomes. However, employee records on performance outcomes indicated that EAP clients had higher rates of problems before, during and after treatment, compared to a matched control group. Additionally, rates of sick days significantly increased from before to after treatment among EAP users.     

Prerequisites of EAP Evaluation:

This chapter's main contention is that EAP evaluators, coordinators and administrators need to spend more time in thoughtfully planning EAP evaluations as such activities directly influence the quality of any subsequent evaluation. The chapter outlines four prerequisites to be considered in this regard. These are: (1) a sincere commitment to evaluate the program, (2) answering the why, when, and how of the evaluation; (3) the goals and objectives of the EAP require specification; and (4) information should be in retrievable form. These prerequisites are discussed within the context of a cooperative planning process between the administration, the EAP coordinator and EAP evaluator(s), and are described as to how they may directly influence the EAP evaluation.     

Experiences of internal and hybrid employee assistance program managers: Factors associated with successful,at-risk,and eliminated programs

Employee Assistance Programs (EAPs) originated as workplace-focused programs delivered largely by peer employees. Over the past 25 years, the once standard internal EAP has largely been replaced by internal/external hybrid programs or outsourced EAP vendors. Many long-standing internal programs have been downsized or eliminated, along with their internal program manager positions. This qualitative study examined the organizational, leadership, and programmatic characteristics associated with the internal and internal/hybrid EAPs from the perspectives of EAP managers working in programs that have thrived and those that have depreciated. Twenty-four current and former internal or internal/hybrid EAP managers were interviewed using a semistructured interview schedule. Qualitative methods were used to identify patterns and themes within the data to describe the experience of internal and internal/hybrid EAP managers and the critical success and risk factors associated with their positions and programs. Five final themes, with 15 subthemes emerged from the data, suggesting that both individual and organizational characteristics of EAP internal and hybrid programs are important to the program’s sustainability. These findings offer insights regarding best practices and critical success factors to EAP professionals, EAP purchasers, and the EAP industry.     

Case Studies of Federal Occupational Health's EAP Responses to Natural Disasters

Summary

Employee assistance professionals have increasingly been called upon to address the emotional and mental health needs of customer organizations and their employees in response to large-scale natural or man-made disasters. In doing so, employee assistance program (EAP) professionals must use a repertoire of responses that encompasses a broad range of interventions, generally anchored in an understanding of and focus on the organization and its culture, mission, management and labor concerns, and other critical characteristics. The EAP's fallback response to a crisis affecting the workplace is often a critical incident stress debriefing or close variant of it. However, EAPs can best serve their customers at all levels with interventions attuned to an understanding of the workplace culture gained through a consultative relationship with management, while factoring in the nature of the disaster, the length of time and characteristics of the disaster's aftermath, and the nuances of the employees' physical and emotional needs throughout the entire disaster response and recovery process.

This article highlights these issues through the presentation of two case studies, gained from the hurricane response activities of the Federal Occupational Health (FOH) EAP. FOH, a service unit within the U.S. Department of Health and Human Services' Program Support Center, has 60 years of experience working in partnership with its federal agency customers to deliver comprehensive occupational health services to improve the health, safety, and productivity of the federal workforce. FOH's EAP contracts with vendor organizations to provide direct employee assistance, work/life, and related services to more than 1.3 million federal employees. The first case study describes (from the first person perspective) an on-site, multi-focused EAP intervention at a federal facility. The second case study describes management consultation with the U.S. Postal Service in response to major hurricane activity.     

From Invisibility to Voice

The purpose of this article is to articulate the salient issues of gay and lesbian employees, both in the workplace and in general. Hence, it also serves to sensitize Employee Assistance professionals and their interventions to the problems and needs of gays and lesbians. As less research and fewer publications have been focused on lesbian issues, this article offers a specific focus on the problems and needs lesbians experience in the workplace. Within the last year, there has been more visibility focused on lesbians and gays due to both state referenda seeking to curtail their civil rights protections and Federal initiatives to lift the military ban on homosexuals. Therefore, it is pertinent and timely for EAP professionals to become familiar with the issues that confront this group of employees, to ensure that Employee Assistance interventions can be developed which will be both appropriate and effective.     

The Utility of Personality Inventories in the Employee Assistance Process

Abstract

A study was conducted to assess the usefulness of objective measures of personality in (a) the identification of employees in need of an employee assistance program (EAP) and (b) the evaluation of employee mental health change as a result of EAP participation. In addition, comparisons of EAP referred and non-referred employees were made on race, sex, age, and performance variables. MMPI, CPI, and SRA-Verbal Form test data from all or part of a sample of 376 police officers referred for fitness-for-duty evaluations were used in various analyses. Many of the officers were reassessed following an EAP intervention, while others chose not to accept the intervention (forming a natural control group). It was found that the MMPI-2 has the potential utility in both the identification and evaluation stages of the EAP process. Males and black employees were found to more likely to be referees to an EAP. Finally, it was found that referred employee performance was more than a half a standard deviation lower than that of non-referred employees.     

The Role of Needs Assessment in the Design of Employee Assistance Programs:

This paper describes the value of a multimethod needs assessment in developing and tailoring an employee assistance program (EAP) to the particular characteristics, problems, and resources of an organization and then provides an illustration of an EAP needs assessment conducted for a city municipality. Unique concerns of city employees, and the specific EAP programs designed to address these concerns, are highlighted.     

Chapter 12: Wells Fargo's Employee Assistance Consulting Model

Abstract

Wells Fargo and Company's Employee Assistance Consulting (EAC) is an established and successful internal corporate-based EAP that delivers organizationally congruent services to a diversified financial services company with 80+ businesses and over 146,000 team members. While some elements of traditional EAPs are evident in the services provided by this entity, EAC also provides highly specialized and customized consultations to its corporate partners, business group customers and employees. Using a highly integrated service model that aligns closely with the specific strategy and operations of each Wells Fargo business, EAC is an invited guest at many of the company's most influential tables. EAC collaboratively partners with senior and line management, Human Resources, the Employment Law Department, Disability Management (called WorkAbility at Wells Fargo) and Risk Management, Corporate Benefits, Corporate Security, Learning and Development, and others to provide leadership and organizational influence on such wide ranging issues as threat assessment and management, business incident management, workplace trauma, health and productivity, and organizational and employee effectiveness. This article describes proven methods and strategies for maximizing organizational influence and positioning EAP consultants as effective business partners.     

Resistant Employees

The goal of Employee Assistance Programs (EAP) is to assist employees with a host of emotional, behavior, and family problems which interfere with their ability to function optimally on the job (Sussal & Ojakian, 1988). EAP counselors work to quickly identify, assess and resolve employees' problems. Frequently, there are employees, who seek EAP assistance, but are resistant to changing their behavior. The purpose of this article is to propose the use of Brief Counseling (BC) intervention techniques with resistant employees.     

The Role of Supervisory Referral in Employee Assistance Programs

Abstract

A growing number of organizations offer Employee Assistance Programs (EAPs) to help employees with their personal problems. Many organizations rely on their supervisors to help identify and refer troubled employees to the EAP for assistance, yet very little conclusive evidence exists regarding the factors that influence whether or not supervisors identify and intervene with troubled employees. A previous review of the literature (Nord & Littrell, 1989) found that the following variables were consistently related to referral: (a) degree of management support for the EAP, (b) gender of supervisor, (c) gender of subordinate, (d) existence of a supervisor network, (e) occupational category of the employees supervised, (f) social distance between supervisor and troubled employee, (g) supervisors' attitude toward their role in referral, and (h) supervisor knowledge of the EAP. However, results of some of the studies reviewed for the current paper were inconsistent with Nord and Littrell's (1989) findings. Additional research is needed in this area, including research on the effectiveness of EAP supervisory training, in order to provide guidelines for the administration of effective EAP programs.     

The EAP Counselor:

The author conducted a qualitative study of EAP counselors and clients in which they were asked to describe in detail their experiences as EAP counselors. This article describes the findings of one section of the larger study concerning the counselors' attitudes toward their work, their preparation for the field, and the field in general.