Employee Assistance Network of North Carolina

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Management Referral Guidelines

How the Employee Assistance Program Helps Supervisors

The most difficult part of the supervisor’s job is usually not the technical aspects but the supervision of an employee with a personal problem. When an employee comes to you with a personal problem it’s sometimes easy to get overly involved in that employee’s personal life. Here are some tips for staying away from personal issues:

* Focus on job performance only

* Avoid diagnosing a personal problem

* Focus on the goal: to restore performance

* Maintain confidentiality

How Do You Know When to Intervene?

It is the responsibility of an organization’s supervisors to appropriately confront an employee whenever they see changes in performance that do not respond to corrective actions. Examples of appropriate times to intervene and initiate a referral to the EAP: positive drug screen; policy violations; critical incident; or performance problems that have not responded to previous corrective actions.

Supervisor’s Role

* Observe employees on a regular basis to identify problematic patterns of performance

* Recognize problems as they occur

* Consult with your Human Resources department and Employee Assistance Network

* Document performance problems

* Determine the type of referral to make

Types of Referrals

* Informal (self-referred)

* Formal (management initiated)

Informal (self-referred)

Step 1. The supervisor may inform the employee of the benefits provided by the EAP and give the employee a copy of the EAP brochure which includes the telephone number to call.

Step 2. The supervisor may contact the EAP to inform them of the informal referral and the circumstances leading to it, but this is not necessary.

Step 3. The EAP counselor WILL NOT TELL the supervisor whether the employee used the EAP and will not divulge any information to the supervisor about the visit unless the employee authorizes this by signing a release of information.

Formal (management initiated)

Step 1. The supervisor, or another manager designated by the organization, should contact the EAP to discuss the employee’s problem and alert the EAP that the employee will be calling. This call must take place BEFORE the employee comes to the EAP so that we can clearly understand the supervisor’s concerns about work performance.

Step 2. The EAP counselor will ask the employee to sign a release of information allowing the counselor to tell the supervisor or other manager that the employee attended the appointment and has agreed to follow recommendations to address the performance issue. NO OTHER detailed information will be revealed to the supervisor. There are two reasons for the limits on the release:

* to protect the supervisor/organization from being pulled into the employee’s personal problems and potentially creating legal issues such as ADA, etc.

* to protect the employees right to keep personal information confidential

How To Make A Referral

Step 1. Consult your Human Resources Department and follow your organization’s policy regarding who makes the call to Employee Assistance Network.

Step 2. Call Employee Assistance Network before the employee schedules an appointment so that we are alerted that this is a management-initiated referral and can have a clear understanding about the work performance problems before we see the employee.

Step 3. We will request that the employee sign releases enabling us to report back to you regarding the employee’s attendance and cooperation with the process.

Step 4. Expect a phone call and a follow-up letter from us shortly after the first appointment.

Step 5. If the work situation changes during the referral process, the supervisor should notify the counselor involved so that we can be aware of positive or negative changes. We will keep you informed throughout the process regarding attendance and compliance with EAN recommendations.

Step 6. Follow your usual disciplinary procedures with the employee. Management initiated referral does not provide a reprieve for the employee nor does it replace or set aside usual disciplinary procedures.

Step 7. Follow up with the employee frequently to give feedback on progress toward restored performance.

If you have questions or concerns regarding the supervision of your employees, please feel free to contact Employee Assistance Network at (828) 252-5725 or 1-800-454-1477.

Announcements

 

Our offices will be closed on  Monday, 1/18/2021 in observance of Dr. Martin Luther King, Jr. day. We will re-open on Tuesday, 1/19/2021.

As always, please contact our office if you need immediate assistance at 828-252-5725 or 800-454-1477. If you have an after hours or holiday emergency, you can reach EAN’s on-call counselor by calling 1-800-454-1477 or 828-252-5725 and listening for instructions.

Things to do to celebrate:

  • Drop off a meal to a neighbor.
  • Make hygiene kits for local homeless shelters.
  • Send care packages to deployed troops.
  • Plan an outdoor activity with people who live with you, such as a park cleanup or walk.
  • Attend a virtual speech or event, such as the annual religious ceremony.

 

 

 

2021 List of mini webinars  – read more for list and links below

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Learn More

  • EAN brochure (PDF)
  • Frontline Supervisor Newsletter
  • Balanced Living Newsletter

Testimonials

"EAN did an excellent job covering the topics and the material was spot on with issues we are dealing with and experiencing within the fire service.”

Chief Tim Garren
Valley Hill Fire & Rescue

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EAN Online

This is a service available to employees and family members of organizations that incorporate on-line services in their EAP contract.

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Locations

Asheville Office

Hendersonville Office

Sylva Office

Waynesville Office

Appointments

Want to make an appointment to see an EAN counselor?

Call 800-454-1477 and talk with the person who answers the phone. We will need to know the employer you or your family member has the EAN benefit through and some other demographic information to schedule your first appointment.

Insurance

Want to know who is in network to see a mental health provider through your insurance?

Call 800-454-1477 and talk with the person who answers the phone. We will need to know the employer who provides your health plan and if we manage the benefit, we will be able to connect you to an in network provider who specializes in the issues you want to work on.

EAP

Looking for an EAP?

Call 800-454-1477 and we will talk with you about the unique needs of your organization and how best to develop an Employee Assistance Program that meets those needs.

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