Maine National Guard (Jan 20-Dec 20).pdf

Espyr Service Report

FOR

Maine National Guard

January 1, 2020 - December 31, 2020 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, please contact your representative at Espyr.

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 1/1/2020 - 12/31/2020

Close Date 1/1/2020 - 12/31/2020

Parent Org Maine National Guard

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)

0.46%431 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

Primary Presenting Problem by Gender

Presenting Prob… Gender # %

Total 2 100%

Interpersonal Female 1 50%

Other Male 1 50%

CASE INFORMATION

Service Type # %

Counseling 2 66.67%

Information Only 1 33.33%

Client Type # %

Full-time 2 100%

CASE INFORMATION

No results found

Referral Source # %

Self 1 50%

Supervisor 1 50%

CUSTOMER SATISFACTION RESULTS

No results found

ORGANIZATIONAL SERVICES SUMMARY