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LifeMatters®

Services Overview for

The State of Wisconsin

© 2011 Empathia, Inc.

Presented by:

LifeMatters®

1-800-634-6433 mylifematters.com

Today

• Introduction to LifeMatters®

• Overview of program

• Overview of manager-specific consultation services

• Review of confidentiality and program access

About LifeMatters®

• LifeMatters® is the name of our EAP, work/life and management consultation services

• Provided by Empathia, Inc.

• Headquartered in Wisconsin

• In business since 1982

• Serves over 300 client organizations, representing 1.8 million covered lives

• Nationwide network of affiliate providers

Overview of Program

• LifeMatters – Employee benefit

• Support services

• Work/life and healthy living services

• Financial and legal services

• Self-assessment program

• Web services

Why People Call

• Balancing work and personal life

• Stress, anxiety, depression

• Family conflict/concerns

• Personal law questions

• Alcohol/drug concerns

• Financial/budgeting difficulties

• Workplace issues/conflicts

• Family and dependent care needs

Over 65% of program users self-refer

Presenting Concerns

When Someone Calls

• A LifeMatters professional:

–Explains confidentiality and your benefit plan

–Listens to your concerns

–Provides support and problem solving

–Explores options and develops a plan to assist you with resolving your issue

–Offers ongoing support and follow-up

Counseling Services

• No call monitoring

• Unlimited telephonic access – 24 hours a day, 7 days a week

• In-person counseling (5 sessions) with a local counselor

• Referral to insurance covered resources for ongoing assistance

• Ongoing follow-up and satisfaction surveying

Work/Life Services

• Child and elder care assistance

• Legal consultation

• Financial consultation

• Identity theft services

• Convenience resources

• Online health assessments

• Online learning modules

Child/Elder Care Services

• Comprehensive adoption, child/elder care and college resources and referrals

• Telephonic and online access to work/life specialists and dependent care consultants

• A minimum of 3 confirmed referrals with vacancy checks

• Educational materials – tip sheets, handbooks, etc.

• Online searches: Child/elder care, adoption, summer camps, schools/universities, pet care

Financial Services

• Unlimited financial consultation with certified financial representatives.

• Debt consolidation, credit report reviews, budgeting, financial planning

• Online educational materials and financial calculators

Legal Services

• Free initial consultation available for:

Divorce/custody, domestic disputes, real estate, personal injury, estate planning, adoption, etc.

• Will kits for simple wills

• 6-page document review

• Phone call or letter prepared by attorney to resolve simple disputes

• Online legal templates and forms

Identity Theft Services

• A consumer credit counselor will help the individual:

–Review credit report

–Develop a plan

• Sample letters, a uniform affidavit and an

Identity Theft Solutions Kit

• Ongoing access to consumer credit counselor for support

Convenience Resources

• Telephonic convenience resources and referrals

–Home repair

–Travel planning

–Wellness

–Entertainment services

–Pet sitting

–Apartment locators

–And more...

Healthy Living Services

Promoting health and wellness through:

• A tobacco cessation program

• Stress management tips

• Health and wellness articles and tips

• An online self assessment program

Online Health Assessments

Physical

• Health

• Cardiac risk

• General health risk

• Fitness

• Diabetes

Behavioral

• Addictions

• Depression

• Anxiety

• Gambling

• PTSD

• Etc.

Tobacco Cessation

• Included in LifeMatters program

• 6-session telephonic model

• Materials provided

• Significantly increases the success rates for those quitting tobacco use

Website

SOWI-Employees/Family Members

SOWI2-Managers/Supervisors

SOWI3-EAP Liaison

Web Services: Resources

• Work/life resource locators

• Monthly health updates

• Health tip of the month

• Topical libraries, calculators and self-tests

• Family, lifestyle & wellness information

• Health information library, database and videos

Web Services: Online Learning

• Online orientation

–Easy-to-access information

–Available for entire family

–mylifematters.com

• Monthly and archived webinars

–Free, online seminars on a variety of topics

–Past topics include: Improving the Quality of

Your Life, Communication Between

Generations and Business Etiquette

Relocation Center

• Online relocation information in the following areas:

• Neighborhood information

–Climate

–Demographics

–Average income

–Employment

• Recent home sales

• Local schools

Points to Remember

• INCLUDES FAMILY – For employees, their dependents and household members

• FREE – There is no cost for LifeMatters services

• VOLUNTARY – Use is at the discretion of the individual

• CONFIDENTIAL – Within the limits of the law

Limits of Confidentiality

• Probable or imminent risk of SUICIDE

• Probable or imminent risk of HOMICIDE or grave bodily harm

• Possible ABUSE or NEGLECT of a child or vulnerable adult

• Probably threat to NATIONAL SECURITY

Services for Managers

Management services available:

• Supervisory consultation

• Coaching

• Trauma response

• Ongoing support and follow-up

• …. And more

Services available 24 hours a day, 7 days a week!

Why Managers Call

Consultation Specialists

• Point of contact for managers, supervisors, medical departments, HR and unions

• Wide range of concerns related to performance, personal, drug & alcohol concerns

• Performance concerns include interpersonal issues around co-workers and clients, productivity, etc.

• A problem-solving resource through individualized consultation and recommendations

Performance Specialists

• Partners with consultation specialists on every case

• Point of contact for the employee being referred for performance issues

• Provides coaching to the employee for performance and personal issues

• Acts as advocate to confirm that every employee is receiving the correct treatment

• A go-to person if the employee has any questions about treatment plans, provider concerns or options

Types of Referrals

• Three types of referrals available:

–Personal – Generated out of personal concern

–Performance – Generated for substandard performance. Updates provided in accordance with HIPAA authorization

–Mandatory – Generated usually in combination with a Last Chance Agreement.

Updates provided in accordance with HIPAA authorization

Personal Referral

• Reminder to employee

• Usually in situations with no or minimal performance problems

• Not in conjunction with job action

• Supervisor may call LifeMatters to facilitate

Performance Referral

• A strong recommendation to contact LifeMatters, often in tandem with disciplinary action

1. Evaluate job performance

2. Document performance issues

3. Consult with HR and LifeMatters

4. Meet with employee and refer to LifeMatters

5. Follow through

Mandatory Referral

• Generally used with company policy violations and/or last chance agreement to avoid termination

1. Review company policy and consult with

HR

2. Review employee’s prior disciplinary action, past and current job performance and workplace behavior

3. Draft document and review with HR/Legal

Mandatory Referral

3. Draft document and review with HR/Legal confirming conditions of mandatory referral

4. Contact LifeMatters consultation specialist

5. Meet with employee

6. Schedule follow-up meetings with employee

Supervisory Survey Results

The consultation specialist I spoke with:

• Understood our unique needs

• Provided helpful options to address our needs

• Helped me be more effective in addressing the workplace issue

4.8

4.7

4.6

Supervisory Survey Results

The consultation and referral service:

• Is a valuable resource to me in my role

• Is a tool I would recommend to others in my organization

4.8

4.9

Trauma Response (CISM)

• Providing consultation and support in times of crisis such as:

–Violence in the workplace

–Co-worker death or suicide

–Natural disaster

–Tragedy affecting an employee

–Terrorist attack

Trauma Response (CISM)

HR Managers Employees

Triage What to expect Reactions

Response plan How to support Self-care tips

On-site services

Consultation Support

Sample language

Self-care Counseling

Case Studies

Using LifeMatters®

Professional assistance is available 24/7 at

1-800-634-6433 and