ATTACHMENT A OVAHCS PRIOR YEAR STATISTICAL REPORT.pdf

FOR

UTILIZATION REPORT

Orlando VA Healthcare System (OVAHCS) June 01, 2018 - May 31, 2019

Enclosed is the Employee Assistance Program’s utilization and impact report for the last reporting period. It shows the usage of the program by your employees and organization. If you have any questions or would like to discuss the report, please contact your representative at EAP Consultants, LLC at 800-869-0276.

Glossary of Key Terms in the Report

EAP Cases indicates records created for employees or dependents who contacted the

EAP for counseling or work/life services this reporting period. This number also includes information only calls.

Count refers to the number of cases opened for employees or dependents who contacted the EAP.

Serviced refers the total number of individuals served within each case. For example, this may include the employee and their spouse or children if they are seen as a family in the EAP counseling sessions.

Supervisor Referral means the number of employees who were formally referred to the EAP by a supervisor/ manager/ human resources staff due to an employee’s work performance or conduct issue.

Management Consultations refers to the number of supervisors/ managers/ human resources staff who conferred with our management consultants about an employee or organizational issue.

Presentations/Critical Incident Responses includes EAP trainings or presentations and the number of critical incident debriefings conducted.

Count refers to the number trainings, presentations and critical incidents debriefings conducted.

Serviced refers the total number of employees who participated in trainings, presentations and critical incidents debriefings.

Web Hits refers to the number of visits to the EAP website.

OVAHCS

June 01, 2018 - May 31, 2019 on New Cases

UTILIZATION RATE SUMMARY

Weighted Population 4210 4210 4210 4210 4210

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

EAP Cases 56 98.25% 75 98.68% 52 98.11% 65 100.00% 248 98.80%

Mobile APP 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Management Consultation 1 1.75% 0 0.00% 0 0.00% 0 0.00% 1 0.40%

Presentations/ Critical Incident Responses 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Supervisor Referrals 0 0.00% 1 1.32% 1 1.89% 0 0.00% 2 0.80%

Web Hits N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Total 57 100% 76 100% 53 100% 65 100% 251 100%

Count

Total Current Period Rate 1.35% 1.81% 1.26% 1.54% 5.96%

Total Annualized Utilization Rate 5.31% 7.16% 5.05% 6.06% 5.96%

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

EAP Cases 69 98.57% 79 98.75% 69 98.57% 77 100.00% 294 98.99%

Mobile APP 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Management Consultation 1 1.43% 0 0.00% 0 0.00% 0 0.00% 1 0.34%

Presentations/ Critical Incident Responses 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Supervisor Referrals 0 0.00% 1 1.25% 1 1.43% 0 0.00% 2 0.67%

Web Hits 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Total 70 100% 80 100% 70 100% 77 100% 297 100%

Serviced

Serviced Current Period Rate 1.66% 1.90% 1.66% 1.83% 7.05%

Total Serviced Annualized Utilization Rate 6.53% 7.54% 6.67% 7.18% 7.05%

3/15 6/4/2019

June 01, 2018 - May 31, 2019

Case Status

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Info Only 8 14.04% 9 11.84% 14 26.42% 14 21.54% 45 17.93%

New Problem 46 80.70% 61 80.26% 36 67.92% 49 75.38% 192 76.49%

Re-Open New Problem 3 5.26% 6 7.89% 3 5.66% 2 3.08% 14 5.58%

Total 57 100 % 76 100 % 53 100 % 65 100 % 251 100 %

Case Status

4/15 6/4/2019

June 01, 2018 - May 31, 2019

Client Type

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Caregiver 2 3.51% 3 3.95% 0 0.00% 4 6.15% 9 3.59%

Child 4 7.02% 4 5.26% 0 0.00% 2 3.08% 10 3.98%

Dependent Other 0 0.00% 0 0.00% 1 1.89% 0 0.00% 1 0.40%

Employee Other 1 1.75% 2 2.63% 0 0.00% 0 0.00% 3 1.20%

Full-Time 44 77.19% 63 82.89% 51 96.23% 52 80.00% 210 83.67%

Part-Time 2 3.51% 1 1.32% 0 0.00% 2 3.08% 5 1.99%

Spouse 2 3.51% 3 3.95% 1 1.89% 5 7.69% 11 4.38%

Supervisor/Manager 2 3.51% 0 0.00% 0 0.00% 0 0.00% 2 0.80%

Total 57 100 % 76 100 % 53 100 % 65 100 % 251 100 %

Client Type

5/15 6/4/2019

June 01, 2018 - May 31, 2019

Referral Source

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Co-Worker 2 3.57% 3 3.95% 2 3.77% 6 9.23% 13 5.20%

Family 1 1.79% 6 7.89% 2 3.77% 0 0.00% 9 3.60%

Human Resources 3 5.36% 8 10.53% 4 7.55% 3 4.62% 18 7.20%

Other 4 7.14% 1 1.32% 2 3.77% 4 6.15% 11 4.40%

Self 39 69.64% 48 63.16% 35 66.04% 45 69.23% 167 66.80%

Supervisor 7 12.50% 10 13.16% 8 15.09% 6 9.23% 31 12.40%

Vendor/Partner 0 0.00% 0 0.00% 0 0.00% 1 1.54% 1 0.40%

Total 56 100 % 76 100 % 53 100 % 65 100 % 250 100 %

Referral Source

6/15 6/4/2019

June 01, 2018 - May 31, 2019

Gender (Primary)

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Female 43 75.44% 48 63.16% 39 73.58% 28 43.08% 158 62.95%

Insufficient Data 0 0.00% 0 0.00% 0 0.00% 27 41.54% 27 10.76%

Male 14 24.56% 28 36.84% 14 26.42% 10 15.38% 66 26.29%

Total 57 100 % 76 100 % 53 100 % 65 100 % 251 100 %

Gender (Primary)

7/15 6/4/2019

June 01, 2018 - May 31, 2019

Presenting Problem Summary

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Alcohol 0 0.00% 1 0.96% 1 1.39% 2 2.25% 4 1.12%

Caregiver Stress 0 0.00% 0 0.00% 0 0.00% 2 2.25% 2 0.56%

Crisis 1 1.10% 1 0.96% 3 4.17% 0 0.00% 5 1.40%

Domestic Violence 2 2.20% 1 0.96% 0 0.00% 0 0.00% 3 0.84%

Domestic Violence Accused/Offender 0 0.00% 0 0.00% 1 1.39% 0 0.00% 1 0.28%

Domestic Violence Survivor 0 0.00% 0 0.00% 1 1.39% 1 1.12% 2 0.56%

Drug 1 1.10% 1 0.96% 0 0.00% 1 1.12% 3 0.84%

Emotional - Adjustment Difficulties / Transitions 4 4.40% 4 3.85% 3 4.17% 2 2.25% 13 3.65%

Emotional - Anger 2 2.20% 1 0.96% 0 0.00% 0 0.00% 3 0.84%

Emotional - Anxiety / Fearfulness 7 7.69% 6 5.77% 4 5.56% 10 11.24% 27 7.58%

Emotional - Depressed Mood / Sadness 8 8.79% 12 11.54% 5 6.94% 5 5.62% 30 8.43%

Emotional - Grief and Loss 2 2.20% 1 0.96% 1 1.39% 4 4.49% 8 2.25%

Emotional - other 7 7.69% 3 2.88% 1 1.39% 4 4.49% 15 4.21%

Emotional - Trauma 0 0.00% 3 2.88% 1 1.39% 1 1.12% 5 1.40%

Family Problems 11 12.09% 9 8.65% 10 13.89% 11 12.36% 41 11.52%

Interpersonal 0 0.00% 2 1.92% 4 5.56% 6 6.74% 12 3.37%

Job Related - absenteeism / tardiness 1 1.10% 1 0.96% 0 0.00% 0 0.00% 2 0.56%

Job Related - bullying 0 0.00% 0 0.00% 1 1.39% 0 0.00% 1 0.28%

Job Related - conflict with coworker(s) 3 3.30% 1 0.96% 0 0.00% 0 0.00% 4 1.12%

Job Related - conflict with supervisor(s) 4 4.40% 3 2.88% 0 0.00% 1 1.12% 8 2.25%

Job Related - job performance 0 0.00% 3 2.88% 0 0.00% 0 0.00% 3 0.84%

Presenting Problem Summary

8/15 6/4/2019

June 01, 2018 - May 31, 2019

Presenting Problem Summary

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Job Related - other 1 1.10% 1 0.96% 0 0.00% 0 0.00% 2 0.56%

Job Related - stress 9 9.89% 5 4.81% 3 4.17% 10 11.24% 27 7.58%

Job Related - work/life balance 2 2.20% 0 0.00% 2 2.78% 1 1.12% 5 1.40%

Job Related - workplace culture/morale 0 0.00% 0 0.00% 1 1.39% 0 0.00% 1 0.28%

Marital 8 8.79% 9 8.65% 11 15.28% 13 14.61% 41 11.52%

Moving and Relocation 1 1.10% 0 0.00% 0 0.00% 0 0.00% 1 0.28%

Other Problem 2 2.20% 0 0.00% 5 6.94% 1 1.12% 8 2.25%

Post-Traumatic Stress/PTSD 0 0.00% 1 0.96% 0 0.00% 1 1.12% 2 0.56%

Psychiatric 0 0.00% 3 2.88% 0 0.00% 0 0.00% 3 0.84%

Stress 3 3.30% 8 7.69% 5 6.94% 5 5.62% 21 5.90%

Suicidal 0 0.00% 2 1.92% 1 1.39% 2 2.25% 5 1.40%

Work-Life Childcare 0 0.00% 1 0.96% 0 0.00% 2 2.25% 3 0.84%

Work-Life Concierge 1 1.10% 2 1.92% 0 0.00% 0 0.00% 3 0.84%

Work-Life Eldercare 0 0.00% 1 0.96% 0 0.00% 0 0.00% 1 0.28%

Work-Life Financial 4 4.40% 2 1.92% 0 0.00% 1 1.12% 7 1.97%

Work-Life Free Simple Will 0 0.00% 0 0.00% 2 2.78% 0 0.00% 2 0.56%

Work-Life Legal 6 6.59% 15 14.42% 6 8.33% 3 3.37% 30 8.43%

Work-Life Pet 1 1.10% 1 0.96% 0 0.00% 0 0.00% 2 0.56%

Total 91 100 % 104 100 % 72 100 % 89 100 % 356 100 %

9/15 6/4/2019

June 01, 2018 - May 31, 2019

Resolution

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Client Helped 41 77.36% 62 72.09% 42 77.78% 36 76.60% 181 75.42%

Client Never Attended EAP Session 12 22.64% 24 27.91% 12 22.22% 11 23.40% 59 24.58%

Total 53 100 % 86 100 % 54 100 % 47 100 % 240 100 %

Resolution

10/15 6/4/2019

June 01, 2018 - May 31, 2019

Outcome

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

None - Client Never Attended EAP Session 12 22.64% 24 27.91% 12 22.22% 11 23.40% 59 24.58%

Problem Assessed / Client Referred 3 5.66% 1 1.16% 0 0.00% 0 0.00% 4 1.67%

Problem Assessed / Resolved 18 33.96% 36 41.86% 18 33.33% 18 38.30% 90 37.50%

Short Term Counseling / Client Referred 1 1.89% 2 2.33% 0 0.00% 0 0.00% 3 1.25%

Short Term Counseling / Problem Resolved 19 35.85% 23 26.74% 24 44.44% 18 38.30% 84 35.00%

Total 53 100 % 86 100 % 54 100 % 47 100 % 240 100 %

Outcome

11/15 6/4/2019

June 01, 2018 - May 31, 2019

Closing Recommendation

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Individual Counseling 1 1.89% 5 5.81% 3 5.56% 0 0.00% 9 3.75%

Inpatient Alcohol and Drug Treatment 0 0.00% 0 0.00% 0 0.00% 1 2.13% 1 0.42%

Intensive Outpatient Alcohol and Drug Treatment 0 0.00% 0 0.00% 0 0.00% 1 2.13% 1 0.42%

Intensive Outpatient Psychiatric Treatment 0 0.00% 1 1.16% 0 0.00% 0 0.00% 1 0.42%

Marital/ Family Counseling 0 0.00% 1 1.16% 1 1.85% 0 0.00% 2 0.83%

Medical 1 1.89% 0 0.00% 0 0.00% 0 0.00% 1 0.42%

None - Client Never Attended EAP Session 12 22.64% 24 27.91% 12 22.22% 12 25.53% 60 25.00%

None-Problem Resolved 39 73.58% 53 61.63% 38 70.37% 33 70.21% 163 67.92%

Other 0 0.00% 1 1.16% 0 0.00% 0 0.00% 1 0.42%

Outpatient Alcohol and Drug Treatment 0 0.00% 1 1.16% 0 0.00% 0 0.00% 1 0.42%

Total 53 100 % 86 100 % 54 100 % 47 100 % 240 100 %

Closing Recommendation

12/15 6/4/2019

June 01, 2018 - May 31, 2019

Service Type

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

Immediate Support 2 3.57% 11 14.67% 6 11.54% 4 6.15% 23 9.27%

Information 4 7.14% 2 2.67% 2 3.85% 5 7.69% 13 5.24%

In-person Counseling 37 66.07% 41 54.67% 36 69.23% 50 76.92% 164 66.13%

Work Life 13 23.21% 21 28.00% 8 15.38% 6 9.23% 48 19.35%

Total 56 100 % 75 100 % 52 100 % 65 100 % 248 100 %

Service Type

13/15 6/4/2019

June 01, 2018 - May 31, 2019

Presentations / Critical Incident Response

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/28

3/1 - 5/31

6/2018 - 5/2019

No Data To Report 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Presentations / Critical Incident Response

14/15 6/4/2019

Client Satisfaction Survey Results

(%)(#)Overall, how would you describe the service you received from the EAP?

25.00%3Excellent

25.00%3Very Good

16.67%2Good

25.00%3Fair

8.33%1Poor

(%)(#)Did the EAP help you with the reasons you sought assistance?

75.00%9Yes

16.67%2N/A

8.33%1No

(%)(#)Has the EAP helped you be more effective at your job?

50.00%6Yes

50.00%6No

0.00%0N/A

(%)(#)What areas has the EAP helped you be more effective at your job:

0.00%0Attendance

0.00%0Punctuality

26.67%4Quality of Work

20.00%3Work Relations

13.33%2Other

40.00%6N/A

Page 15 of 1506/04/2019

FOR

June 01, 2019 - May 31, 2020

Enclosed is the Employee Assistance Program’s utilization and impact report for the last reporting period. It shows the usage of the program by your employees and organization. If you have any questions or would like to discuss the report, please contact your representative at EAP Consultants, LLC at 800-869-0276.

Glossary of Key Terms in the Report

EAP Cases indicates records created for employees or dependents who contacted the

EAP for counseling or work/life services this reporting period. This number also includes information only calls.

Count refers to the number of cases opened for employees or dependents who contacted the EAP.

Serviced refers the total number of individuals served within each case. For example, this may include the employee and their spouse or children if they are seen as a family in the EAP counseling sessions.

Supervisor Referral means the number of employees who were formally referred to the EAP by a supervisor/ manager/ human resources staff due to an employee’s work performance or conduct issue.

Management Consultations refers to the number of supervisors/ managers/ human resources staff who conferred with our management consultants about an employee or organizational issue.

Presentations/Critical Incident Responses includes EAP trainings or presentations and the number of critical incident debriefings conducted.

Count refers to the number trainings, presentations and critical incidents debriefings conducted.

Serviced refers the total number of employees who participated in trainings, presentations and critical incidents debriefings.

Web Hits refers to the number of visits to the EAP website.

June 01, 2019 - May 31, 2020 on New Cases

UTILIZATION RATE SUMMARY

Weighted Population 4210 4210 4210 4444 4269

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

EAP Cases 59 96.72% 68 98.55% 52 98.11% 54 98.18% 233 97.90%

Mobile APP 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Management Consultation 1 1.64% 1 1.45% 1 1.89% 1 1.82% 4 1.68%

Presentations/ Critical Incident Responses 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Supervisor Referrals 1 1.64% 0 0.00% 0 0.00% 0 0.00% 1 0.42%

Web Hits N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Total 61 100% 69 100% 53 100% 55 100% 238 100%

Count

Total Current Period Rate 1.45% 1.64% 1.26% 1.24% 5.58%

Total Annualized Utilization Rate 5.75% 6.57% 5.05% 4.91% 5.58%

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

EAP Cases 71 95.95% 69 98.57% 56 98.25% 64 98.46% 260 97.74%

Mobile APP 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Management Consultation 2 2.70% 1 1.43% 1 1.75% 1 1.54% 5 1.88%

Presentations/ Critical Incident Responses 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Supervisor Referrals 1 1.35% 0 0.00% 0 0.00% 0 0.00% 1 0.38%

Web Hits 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Total 74 100% 70 100% 57 100% 65 100% 266 100%

Serviced

Serviced Current Period Rate 1.76% 1.66% 1.35% 1.46% 6.23%

Total Serviced Annualized Utilization Rate 6.97% 6.67% 5.43% 5.80% 6.23%

3/15 6/4/2020

June 01, 2019 - May 31, 2020

Case Status

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Info Only 15 24.59% 13 18.84% 8 15.09% 11 20.00% 47 19.75%

New Problem 45 73.77% 51 73.91% 40 75.47% 39 70.91% 175 73.53%

Re-Open New Problem 1 1.64% 5 7.25% 5 9.43% 5 9.09% 16 6.72%

Total 61 100 % 69 100 % 53 100 % 55 100 % 238 100 %

Case Status

4/15 6/4/2020

June 01, 2019 - May 31, 2020

Client Type

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Caregiver 2 3.28% 1 1.45% 2 3.77% 0 0.00% 5 2.10%

Child 3 4.92% 2 2.90% 7 13.21% 2 3.64% 14 5.88%

Dependent Other 0 0.00% 2 2.90% 0 0.00% 2 3.64% 4 1.68%

Employee Other 0 0.00% 0 0.00% 0 0.00% 1 1.82% 1 0.42%

Full-Time 53 86.89% 63 91.30% 41 77.36% 50 90.91% 207 86.97%

Spouse 2 3.28% 0 0.00% 1 1.89% 0 0.00% 3 1.26%

Supervisor/Manager 1 1.64% 1 1.45% 2 3.77% 0 0.00% 4 1.68%

Total 61 100 % 69 100 % 53 100 % 55 100 % 238 100 %

Client Type

5/15 6/4/2020

June 01, 2019 - May 31, 2020

Referral Source

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Co-Worker 2 3.33% 2 2.94% 2 3.85% 3 5.56% 9 3.85%

Family 2 3.33% 2 2.94% 4 7.69% 3 5.56% 11 4.70%

Human Resources 4 6.67% 3 4.41% 1 1.92% 3 5.56% 11 4.70%

Other 3 5.00% 6 8.82% 1 1.92% 4 7.41% 14 5.98%

Self 40 66.67% 49 72.06% 32 61.54% 34 62.96% 155 66.24%

Supervisor 8 13.33% 6 8.82% 12 23.08% 7 12.96% 33 14.10%

Vendor/Partner 1 1.67% 0 0.00% 0 0.00% 0 0.00% 1 0.43%

Total 60 100 % 68 100 % 52 100 % 54 100 % 234 100 %

Referral Source

6/15 6/4/2020

June 01, 2019 - May 31, 2020

Gender

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Female 44 72.13% 39 56.52% 34 64.15% 35 63.64% 152 63.87%

Male 17 27.87% 30 43.48% 19 35.85% 20 36.36% 86 36.13%

Total 61 100 % 69 100 % 53 100 % 55 100 % 238 100 %

Gender

7/15 6/4/2020

June 01, 2019 - May 31, 2020

Presenting Problem Summary

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Alcohol 2 2.27% 1 1.05% 2 2.67% 0 0.00% 5 1.47%

Caregiver Stress 0 0.00% 1 1.05% 3 4.00% 0 0.00% 4 1.18%

Crisis 1 1.14% 1 1.05% 1 1.33% 0 0.00% 3 0.88%

Domestic Violence Accused/Offender 0 0.00% 0 0.00% 1 1.33% 0 0.00% 1 0.29%

Domestic Violence Survivor 1 1.14% 2 2.11% 3 4.00% 2 2.44% 8 2.35%

Drug 1 1.14% 1 1.05% 1 1.33% 0 0.00% 3 0.88%

Emotional - Adjustment Difficulties / Transitions 5 5.68% 1 1.05% 3 4.00% 3 3.66% 12 3.53%

Emotional - Anger 0 0.00% 1 1.05% 3 4.00% 0 0.00% 4 1.18%

Emotional - Anxiety / Fearfulness 6 6.82% 8 8.42% 3 4.00% 6 7.32% 23 6.76%

Emotional - Depressed Mood / Sadness 4 4.55% 7 7.37% 4 5.33% 4 4.88% 19 5.59%

Emotional - Grief and Loss 1 1.14% 3 3.16% 1 1.33% 2 2.44% 7 2.06%

Emotional - other 3 3.41% 0 0.00% 0 0.00% 2 2.44% 5 1.47%

Emotional - Trauma 1 1.14% 2 2.11% 1 1.33% 0 0.00% 4 1.18%

Family Problems 9 10.23% 7 7.37% 7 9.33% 6 7.32% 29 8.53%

Global Crisis 0 0.00% 0 0.00% 0 0.00% 10 12.20% 10 2.94%

Interpersonal 6 6.82% 5 5.26% 3 4.00% 4 4.88% 18 5.29%

Job Related - absenteeism / tardiness 0 0.00% 1 1.05% 0 0.00% 0 0.00% 1 0.29%

Job Related - behavior/conduct problem 1 1.14% 0 0.00% 0 0.00% 0 0.00% 1 0.29%

Job Related - bullying 0 0.00% 0 0.00% 0 0.00% 1 1.22% 1 0.29%

Job Related - conflict with coworker(s) 3 3.41% 1 1.05% 0 0.00% 1 1.22% 5 1.47%

Job Related - conflict with supervisor(s) 2 2.27% 3 3.16% 2 2.67% 0 0.00% 7 2.06%

Presenting Problem Summary

8/15 6/4/2020

June 01, 2019 - May 31, 2020

Presenting Problem Summary

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Job Related - critical Incident/traumatic event 0 0.00% 3 3.16% 0 0.00% 0 0.00% 3 0.88%

Job Related - harassment 3 3.41% 2 2.11% 1 1.33% 1 1.22% 7 2.06%

Job Related - job performance 0 0.00% 1 1.05% 0 0.00% 0 0.00% 1 0.29%

Job Related - organizational change 0 0.00% 2 2.11% 0 0.00% 0 0.00% 2 0.59%

Job Related - other 0 0.00% 0 0.00% 1 1.33% 0 0.00% 1 0.29%

Job Related - stress 8 9.09% 7 7.37% 7 9.33% 5 6.10% 27 7.94%

Job Related - substance abuse/ positive drug test 0 0.00% 0 0.00% 2 2.67% 0 0.00% 2 0.59%

Job Related - work/life balance 1 1.14% 3 3.16% 1 1.33% 0 0.00% 5 1.47%

Job Related - workplace violence 0 0.00% 0 0.00% 0 0.00% 1 1.22% 1 0.29%

Marital 6 6.82% 5 5.26% 4 5.33% 5 6.10% 20 5.88%

Moving and Relocation 1 1.14% 0 0.00% 0 0.00% 1 1.22% 2 0.59%

Other Problem 1 1.14% 3 3.16% 2 2.67% 0 0.00% 6 1.76%

Post-Traumatic Stress/PTSD 0 0.00% 0 0.00% 3 4.00% 2 2.44% 5 1.47%

Psychiatric 0 0.00% 0 0.00% 2 2.67% 2 2.44% 4 1.18%

Stress 8 9.09% 5 5.26% 3 4.00% 7 8.54% 23 6.76%

Suicidal 2 2.27% 2 2.11% 0 0.00% 1 1.22% 5 1.47%

Work-Life Academic 0 0.00% 1 1.05% 0 0.00% 2 2.44% 3 0.88%

Work-Life Childcare 0 0.00% 0 0.00% 0 0.00% 1 1.22% 1 0.29%

Work-Life Concierge 1 1.14% 1 1.05% 0 0.00% 1 1.22% 3 0.88%

Work-Life Eldercare 1 1.14% 1 1.05% 0 0.00% 1 1.22% 3 0.88%

Work-Life Financial 3 3.41% 3 3.16% 3 4.00% 2 2.44% 11 3.24%

Work-Life Free Simple Will 0 0.00% 1 1.05% 0 0.00% 2 2.44% 3 0.88%

Work-Life Legal 7 7.95% 10 10.53% 8 10.67% 7 8.54% 32 9.41%

Total 88 100 % 95 100 % 75 100 % 82 100 % 340 100 %

9/15 6/4/2020

June 01, 2019 - May 31, 2020

Resolution

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Client Helped 37 72.55% 52 80.00% 36 76.60% 51 77.27% 176 76.86%

Client Never Attended EAP Session 14 27.45% 13 20.00% 11 23.40% 15 22.73% 53 23.14%

Total 51 100 % 65 100 % 47 100 % 66 100 % 229 100 %

Resolution

10/15 6/4/2020

June 01, 2019 - May 31, 2020

Outcome

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

None - Client Never Attended EAP Session 14 27.45% 13 20.00% 11 23.40% 15 22.73% 53 23.14%

Problem Assessed / Client Referred 0 0.00% 1 1.54% 0 0.00% 0 0.00% 1 0.44%

Problem Assessed / Resolved 18 35.29% 26 40.00% 16 34.04% 24 36.36% 84 36.68%

Short Term Counseling / Client Referred 2 3.92% 0 0.00% 0 0.00% 1 1.52% 3 1.31%

Short Term Counseling / Problem Resolved 17 33.33% 25 38.46% 20 42.55% 26 39.39% 88 38.43%

Total 51 100 % 65 100 % 47 100 % 66 100 % 229 100 %

Outcome

11/15 6/4/2020

June 01, 2019 - May 31, 2020

Closing Recommendation

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Individual Counseling 1 1.96% 1 1.54% 0 0.00% 1 1.52% 3 1.31%

Intensive Outpatient Alcohol and Drug Treatment 1 1.96% 0 0.00% 0 0.00% 0 0.00% 1 0.44%

None - Client Never Attended EAP Session 14 27.45% 13 20.00% 11 23.40% 15 22.73% 53 23.14%

None-Problem Resolved 34 66.67% 51 78.46% 35 74.47% 49 74.24% 169 73.80%

Other 0 0.00% 0 0.00% 0 0.00% 1 1.52% 1 0.44%

Psychiatrist 0 0.00% 0 0.00% 1 2.13% 0 0.00% 1 0.44%

Referral To Community Resource 1 1.96% 0 0.00% 0 0.00% 0 0.00% 1 0.44%

Total 51 100 % 65 100 % 47 100 % 66 100 % 229 100 %

Closing Recommendation

12/15 6/4/2020

June 01, 2019 - May 31, 2020

Service Type

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

Immediate Support 3 5.08% 5 7.35% 3 5.77% 6 11.11% 17 7.30%

Information 2 3.39% 1 1.47% 2 3.85% 2 3.70% 7 3.00%

In-person Counseling 43 72.88% 45 66.18% 36 69.23% 29 53.70% 153 65.67%

Work Life 11 18.64% 17 25.00% 11 21.15% 17 31.48% 56 24.03%

Total 59 100 % 68 100 % 52 100 % 54 100 % 233 100 %

Service Type

13/15 6/4/2020

June 01, 2019 - May 31, 2020

Presentations / Critical Incident Response

Name

6/1 - 8/31

9/1 - 11/30

12/1 - 2/29

3/1 - 5/31

6/2019 - 5/2020

No Data To Report 0 0.00% 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Presentations / Critical Incident Response

14/15 6/4/2020

Client Satisfaction Survey Results

(%)(#)Overall, how would you describe the service you received?

76.92%10Excellent

15.38%2Very Good

7.69%1Good

0.00%0Fair

0.00%0Poor

(%)(#)Did you receive help you with the reasons you sought assistance?

100.00%13Yes

0.00%0No

(%)(#)Has the program helped you be more effective?

100.00%13Yes

0.00%0No

0.00%0N/A

(%)(#)What areas has the program helped you be more effective:

0.00%0Attendance

31.25%5Work Relations

6.25%1Punctuality

31.25%5Quality of Work

6.25%1Relations

25.00%4Other

0.00%0N/A

Page 15 of 1506/04/2020

June 1, 2020 - May 31, 2021 http://www.espyr.com/

Enclosed is the Employee Assistance Program’s utilization and impact report for the last reporting period. It shows the usage of the program by your employees and organization. If you have any questions or would like to discuss the report.

Glossary of Key Terms in the Report

Utilization Review Overview dashboard:

Total Population – Your current employee count.

Engagement rate - This is a total count of cases serviced in the reporting period, divided by the total population of employees covered. The total count encompasses primary, secondary, and tertiary prevention indicating the depth of EAP involvement or penetration within the organization. It accounts for counseling cases, individuals engaged in organizational services (in terms of employees and leaders serviced via management consults and formal referrals, employees serviced in Critical Incident

Responses, and training attendees). It also includes unique users for the mobile app and the website.

This metric not only highlights crisis and counselling contacts but also the proactive and preventative efforts of the EAP by including consultations, and educational and preventative workshops and resources.

EAP Cases indicates records created for employees or dependents who contacted the EAP for counseling or work/life services this reporting period. This number also includes information only calls and

TalkNow.

Employees and dependents serviced refers to the number of employees or dependents that were serviced on the above EAP cases.

Management Consults/Employees Serviced via Management Consults refers to the number of supervisors/ managers/ human resources staff who conferred with our management consultants about an employee or organizational issue.

Trainings/Training Attendees includes number of EAP trainings and presentations conducted, and the number of employees that attended.

Total Users – Website Hits refers to the number of visits to the EAP website.

Critical Incident Responses (CIR)/Employees Serviced in Critical Incident Responses includes number of critical incident debriefings conducted, and the number of employees that attended.

Formal Referrals means the number of employees who were formally referred to the EAP by a supervisor/ manager/ human resources staff due to an employee’s work performance or conduct issue.

Coaching Cases refers to the number of coaching cases, and employees serviced by those cases.

NPS (Net Promoter Score) - This is based on the responses from customers after they call EAP. NPS® is one of the most common customer experience metrics used by companies around the world to measure customer perception. NPS scores are reported with a number from -100 to +100, a higher score is desirable. The healthcare benchmark is 48.

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely to recommend the services). Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers, who also take “word-of-mouth” spontaneous promotional actions. Passives respond with a score of 7 or

8. They are satisfied with the service.

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Charts and Graphs –

The charts and graphs include all case opened during the reporting period. The case will not be included in the count if we were not able to capture the chart specific data. For example, if there were 10 cases, but 2 did not have a client type, only 8 would be represented on the chart.

Primary Presenting Problem by Gender – Includes a count of the primary presenting problems, grouped by gender.

Cases by Client Type – Total count by the type of client associated with each case.

Cases by Outcome based on Cases Closed in this period – Refers to the case outcome for cases closed during the reporting period.

Cases by Referral Source – Total count by who referred the client for services.

Customer Satisfaction Results – This is based on the responses from customers sent after they have an opportunity to use their referral.

UTILIZATION REPORT - GENERICPrimary Acc… All

Created Date 6/1/2020 - 5/31/2021

Close Date 6/1/2020 - 5/31/2021

Parent Org VA Orlando Medical Center

UTILIZATION OVERVIEW

EAP Cases

Management Consults

Formal ReferralsCritical Incident Responses (CIR) Employees Serviced in Critical Incident

Responses

10 65

0 - Trainings Training Attendees

Engagement Rate (Serviced)

23.6%4,551 Total Population

Employees and Dependents Serviced

Employees Serviced via Management Consults

Total Users - Website Hits

0 0 Coaching Cases Employees Serviced in Coaching Cases

CUSTOMER CARE SURVEY

Not at all likely to recommend Extremely likely to recommend

Primary Presenting Problem by Gender

Presenting Prob… Gender # %

Total 302 100%

Emotional Female 62 20.53%

Male 23 7.62%

Family Problems Female 30 9.93%

Male 13 4.3%

Global Crisis Female 3 0.99%

Male 4 1.32%

Job Related Female 20 6.62%

Male 24 7.95%

Other Female 38 12.58%

Male 13 4.3%

School Related Female 2 0.66%

Substance Abuse Male 2 0.66%

WorkLife Female 41 13.58%

Male 27 8.94%

CASE INFORMATION

Service Type # %

Counseling 207 62.92%

Work Life 71 21.58%

TalkNow 25 7.6%

CIR 14 4.26%

Information Only 9 2.74%

Consultation 2 0.61%

Recovery Assist 1 0.3%

Client Type # %

Full-time 259 84.64%

Child 27 8.82%

Part-time 9 2.94%

Spouse 5 1.63%

Supervisor/Manager 3 0.98%

Dependent other 2 0.65%

Employee other 1 0.33%

Outcome # %

Short term counseling/Problem Resolved 72 33.49%

Problem assessed / Client referred 59 27.44%

Client did not attend EAP 57 26.51%

Problem assessed / Resolved 24 11.16%

Short term counseling / Client referred 3 1.4%

Referral Source # %

Self 190 81.2%

Supervisor 18 7.69%

Human Resources 11 4.7%

Family 7 2.99%

Co-Worker 4 1.71%

Other 4 1.71%

CUSTOMER SATISFACTION RESULTS

Overall, how would you rate the service you received. # %

Excellent 6 37.5%

Very Good 6 37.5%

Poor 3 18.75%

Good 1 6.25%

ORGANIZATIONAL SERVICES SUMMARY

Session Date Case Service Type Session Duration Location Attendees Description

2020-08-06 CIR 60 - 9 Resiliency during the pandemic and social unrest.

2020-08-05 CIR 5400 - 4 Resiliency during the pandemic and social unrest

2020-08-04 CIR 60 - 7 Resiliency during the pandemic and social unrest

2020-07-29 CIR 60 - 8 Resiliency during the pandemic and social unrest

2020-07-23 CIR 60 - 3 Resiliency during the pandemic and racial unrest.

2020-07-22 CIR 60 - 11 Resiliency during the pandemic and social unrest

2020-07-16 CIR 60 - 0 Resilency During the Pandemic and Social Unrest

2020-07-15 CIR 60 - 12 Resiliency During the Pandemic and Social Unrest

2020-07-15 CIR 0 - 0 Resiliency during the Pandemic and Social Unrest

2020-07-09 CIR 60 - 11 Resiliency during the Pandemic/ Social unrest

June 1, 2021 - December 31, 2021 http://www.espyr.com/

Enclosed is the Employee Assistance Program’s utilization and impact report for the last reporting period. It shows the usage of the program by your employees and organization. If you have any questions or would like to discuss the report.

Glossary of Key Terms in the Report

Utilization Review Overview dashboard:

Total Population – Your current employee count.

Engagement rate - This is a total count of cases serviced in the reporting period, divided by the total population of employees covered. The total count encompasses primary, secondary, and tertiary prevention indicating the depth of EAP involvement or penetration within the organization. It accounts for counseling cases, individuals engaged in organizational services (in terms of employees and leaders serviced via management consults and formal referrals, employees serviced in Critical Incident

Responses, and training attendees). It also includes unique users for the mobile app and the website.

This metric not only highlights crisis and counselling contacts but also the proactive and preventative efforts of the EAP by including consultations, and educational and preventative workshops and resources.

EAP Cases indicates records created for employees or dependents who contacted the EAP for counseling or work/life services this reporting period. This number also includes information only calls and

TalkNow.

Employees and dependents serviced refers to the number of employees or dependents that were serviced on the above EAP cases.

Management Consults/Employees Serviced via Management Consults refers to the number of supervisors/ managers/ human resources staff who conferred with our management consultants about an employee or organizational issue.

Trainings/Training Attendees includes number of EAP trainings and presentations conducted, and the number of employees that attended.

Total Users – Website Hits refers to the number of visits to the EAP website.

Critical Incident Responses (CIR)/Employees Serviced in Critical Incident Responses includes number of critical incident debriefings conducted, and the number of employees that attended.

Formal Referrals means the number of employees who were formally referred to the EAP by a supervisor/ manager/ human resources staff due to an employee’s work performance or conduct issue.

Coaching Cases refers to the number of coaching cases, and employees serviced by those cases.

NPS (Net Promoter Score) - This is based on the responses from customers after they call EAP. NPS® is one of the most common customer experience metrics used by companies around the world to measure customer perception. NPS scores are reported with a number from -100 to +100, a higher score is desirable. The healthcare benchmark is 48.

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely to recommend the services). Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers, who also take “word-of-mouth” spontaneous promotional actions. Passives respond with a score of 7 or

8. They are satisfied with the service.

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Charts and Graphs –

The charts and graphs include all case opened during the reporting period. The case will not be included in the count if we were not able to capture the chart specific data. For example, if there were 10 cases, but 2 did not have a client type, only 8 would be represented on the chart.

Primary Presenting Problem by Gender – Includes a count of the primary presenting problems, grouped by gender.

Cases by Client Type – Total count by the type of client associated with each case.

Cases by Outcome based on Cases Closed in this period – Refers to the case outcome for cases closed during the reporting period.

Cases by Referral Source – Total count by who referred the client for services.

Customer Satisfaction Results – This is based on the responses from customers sent after they have an opportunity to use their referral.

UTILIZATION REPORT - GENERICPrimary Acc… All

Created Date 5/31/2021 - 12/31/2021

Close Date 6/1/2021 - 12/31/2021

Parent Org VA Orlando Medical Center

UTILIZATION OVERVIEW

EAP Cases

Management Consults

Formal ReferralsCritical Incident Responses (CIR) Employees Serviced in Critical Incident

Responses

0 0

0 0 Trainings Training Attendees

Engagement Rate (Serviced)

16.92%4,551 Total Population

Employees and Dependents Serviced

Employees Serviced via Management Consults

Total Users - Website Hits

0 0 Coaching Cases Employees Serviced in Coaching Cases

CUSTOMER CARE SURVEY

Not at all likely to recommend Extremely likely to recommend

Primary Presenting Problem by Gender

Presenting Prob… Gender # %

Total 197 100%

Emotional Female 49 24.87%

Male 10 5.08%

Family Problems Female 20 10.15%

Male 5 2.54%

Global Crisis Female 1 0.51%

Job Related Female 18 9.14%

Male 8 4.06%

Other Female 26 13.2%

Male 8 4.06%

School Related Female 3 1.52%

Substance Abuse Female 1 0.51%

Suicidal Female 1 0.51%

WorkLife Female 35 17.77%

Male 12 6.09%

Service Type # %

Counseling 128 57.4%

Work Life 47 21.08%

Information Only 28 12.56%

TalkNow 16 7.17%

Recovery Assist 3 1.35%

Consultation 1 0.45%

Client Type # %

Full-time 175 87.5%

Child 14 7%

Spouse 5 2.5%

Supervisor/Manager 5 2.5%

Coast Guard Member 1 0.5%

Outcome # %

Problem assessed / Resolved 82 47.13%

Short term counseling/Problem Resolved 46 26.44%

Client did not attend EAP 42 24.14%

Problem assessed / Client referred 4 2.3%

Referral Source # %

Self 120 79.47%

Supervisor 12 7.95%

Family 9 5.96%

Other 6 3.97%

Co-Worker 2 1.32%

Human Resources 2 1.32%

CUSTOMER SATISFACTION RESULTS

Overall, how would you rate the service you received. # %

Excellent 7 50%

Good 2 14.29%

Poor 2 14.29%

Very Good 2 14.29%

Fair 1 7.14%

ORGANIZATIONAL SERVICES SUMMARY