EAP & WorkLife - Trends in Economic Relief Programming

for Today's Workforce

Barbara J. McMahon

Practice Leader

Welcome and Introductions

Session Learning Objectives

• Demonstrate how the economic crisis has impacted the types of EAP and Work Life case experiences

• Review three different models of collaboration and integration around the delivery of EAP and Work Life programming

• Build the case for breaking down organization silos

• Recognize where leveraging internal and supplier partnerships can have a significant impact on human capital management

• Create a case for continued development of programs that emphasize resiliency

About LifeCare

• 25 year history of supporting ‘Best Companies” with Work/Life balance programs

• A focus on counseling and support for

– Employees and their household members to manage life events

– Corporate wellness initiatives

– Older adults to maintain optimal health and wellbeing

• Award winning quality, customer service and communications

• 1,500 plan sponsors and 4.5 million members (10 million including family members) in the U.S.

• Global Work Life services to U.S. companies with international locations through a partnership with PPC

• Partners with Aetna EAP to support an integrated EAP/WL product

Best Practice

• To eliminate the silos that have stymied collaboration and integration of workforce programs including

– EAP

– Work Life

– Disability

– Safety/Security Risk Management

– Occupational Health

– On-site Clinics

– Wellness and Preventive Health

Result

• An overall improvement in workforce health and productivity and a positive impact on the bottom line

EAP – What’s changed in the past 2 years

• Mental health conditions are more prevalent than any other medical condition. Based on a 2005 study:

– Over 26% of the general population has symptoms of a diagnosable mental health disorder

– 55% of Americans will suffer from a mental disorder in their lifetime

– Almost 20% of U.S. adults are using antidepressants

– Overall employees with depression are 20% less productive

– 82% of that loss is due to presenteeism

• The NIH estimates that depression is the leading cause of short and long-term disability

Work Life – What’s changed in the past 2 years

• Increase in financial hardship cases – Utility assistance

– Child care subsidies

– Food stamps/food banks

– Funds to pay day-to-day expenses

– Homelessness

• More recent changes in types of requests

– Increase in divorce-related cases

– More domestic abuse related cases

– Less adoption support activity

Work Life – What’s changed in the past 2 years, cont.

January - August 2009 2008 ’08 – ‘09 ’07 – ‘08 ’07 – ‘09

Divorce 12,738 5,079      151% -12% 121%

Finance 54,418 56,135 -3% 139% 132%

Depression/Stress 8,273 6,551 26% -66% -57%

Sleep Disorder 10,690 3,441 211% 45% 352%

LifeCare day-by-day top 200 content views on web site

The challenges

• Impact of layoffs on those left behind has increased workplace and family stress levels

• Quickly developing new resources that effectively respond to workforce financial and stress related needs

• Creating a sense of community to rebuild confidence in the organization

• Engaging and retaining valued employees

• Keeping productivity high despite mounting work life pressures

• Taking a new view of workforce flexibility and alternative work arrangements

• Dealing with delayed retirements

• Anticipating and planning for the cost impact of mental health parity

• Communicating in a pro-active and positive framework

#1: Client Integrated Model

EY ASSIST

Sandra Turner

Ernst & Young (www.ey.com) is a global leader in assurance, tax, transaction and advisory services

• Worldwide, its 135,000 people are united by shared values and an unwavering commitment to quality

• Ernst & Young makes a difference by helping their people, their clients and their wider communities achieve their potential

History of EAP and Work/Life

• EAP started in 1975 as part of Benefits

• Work/life contract initiated in 1994 under Human Resources

• Functions combined in 1998

– Ease of employee access to services

– Reduce duplication

• Services

• Cost

• Administration

EY Assist800 333 4119

Unsure who to call?

Repeat these options

College coaching

• Academic and scholarship

• Adoption• Child and adult

care resources• Special needs• Personal

research• Travel tips and

destination information

• Entertainment options

• Nutrition and wellness

Discounts:•Products

and services•Dining•Tickets•Personal

travel•Entertainment•Gifts

Temporary back-up child and adult care

•Personal and family counseling

•Legal services

• Immediate

counseling

assistance

• Management

consultation

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Retaining People First During an Economic Downturn

“Our commitment to putting people first should not diminish as the economic climate and work environment pose

challenges. It is important our people see themselves as a tool of positive change.”

Nancy Altobello Americas Vice Chair, People

Communicate, Communicate, Communicate • Firms new vision and strategy for these volatile times• Expectations of our people• Accountability• How firm will maintain culture of inclusiveness and flexibility,

recognition and reward, and career development

Ensure broadest reach using all distribution channels• Voice mail messages from leadership• Daily Connection articles• Business unit and team discussions • ‘All hands’ webcasts, e-mail messages, etc.

• Recognition and rewards

• EY Personal Financial Planning

• Automatic 401K enrollment

• EY Assist

• Backup child and adult care

• ‘Extra babysitting’

• Violence awareness and prevention

Add new resources for our people

• Discussion groups for People Consultants who are the ‘first responders’ in the workplace

• Group Legal plan

• Pre-tax commuter benefits

• EY Discounts

• College Coach

• Stress Management Toolkit

• Training, mentoring, and career management

Refresh existing services for our people via collaboration among departments

Add new resources for our people, cont.• “Economic” Stress Buster Blog launched March, 2009

• Resiliency Toolkit

Launched July, 2009

Add new resources for our people, cont.

Add new resources for our people, cont.

• Daily Connection

September 3, 2008

“Energy Savings,

Shopping Tips, etc.”

• Daily Connection

May 14, 2009

“Financial Counseling”

EY Assist Intervention for Depression

• EY Assist is the dynamic collaboration between vendored EAP and work life services

• Chronic stress regarding the economy inspired a campaign to heighten awareness and education regarding depression and suicide

– Website screening tool

– Website articles for individuals and families

– Face-to-face counseling

– Management consultation

– Disability/Leave management support

Video clip from depression awareness campaign

Continue to challenge the status quo

• With each iteration of the changing economy and marketplace, the firm is motivated to find new ways to support its people.

• This is a great opportunity for grand ideas!

#2 EAP & Work-Life Integrated Model

Christine Fossaceca

Global Work-Life Manager

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion

• Operation – In more than 60 countries

• Employees– More than 220,000 (170,000+ in the U.S.)

• Six lines of business– Asset Management– Investment Bank – Treasury & Securities Services– Commercial Bank– Card Services

– Retail Financial Services

• Company Brands– J.P. Morgan, Chase, WaMu

History of EAP & Work-Life at JPMC

• EAP – Around since 1960/70’s

– Stigma attached to the program due to perception that it was for drug and alcohol addictions

• 9/11: This changed. Focus on trauma & stress – group debriefings; coping strategies

• Work-Life

– Part of the Organizational Development / culture change effort (early 1990’s); Diversity/inclusion

– Began with one back up child care center; one fitness center open by lottery to employees; intramural sports (1992)

– Resource & Referral Program (1994); child care, elder care, parenting

– Initiatives centered around employee engagement

• Both critical functions however operated independently of one another

The Decade of Challenge

• Environment – Mergers, budget cuts, redundancy, lay offs, analysis of costs, economic downturn,

“deep recession”, erratic markets, great financial loss

• Employees reaction – Fear, stress, financial hardship, feeling of despair, living paycheck to paycheck, living

standard has decreased, putting off critical life events (e.g. retirement, college, etc.)

• Goals – Streamlining, efficiencies, systems improvements, partnership, leverage, cost

savings, new corporate initiatives

RESULTS– Integrated systems (e.g. banking), managing costs at the lowest level (e.g. supplies),

greater partnerships and leverage across the LOBs, many new initiatives (e.g. Mortgage Re-modification) - Many results still TBD

Integrated EAP&WL Service – July 2008

Our Integrated EAP & Work-Life Program

• Offered through Aetna/LifeCare strategic partnership (PPC for Int’l)

• Goals of integrated service

– One Point of Contact to streamline process and ensure a holistic and comprehensive experience

– Quick response in dealing with all employees emotional and work life needs

– Cost & resource effectiveness; can be offered globally

– Be viewed as a value added service

Integrated EAP & Work-Life Key Features

• Dedicated JPMC Team including Clinicians and Work-Life Consultants in one location

• Dedicated JPMC phone line with Intake specialist trained on Clinical aspects and Work-Life programs so they can effective refer employees

• Comprehensive program offering: all life stages, all emotional issues, business focus

• Comprehensive partnerships with Critical Care Network (CCN); PPC (Int’l EAP)

• Education available to supplement core program and drive employees to service

• Deeper consultation for financial assistance

• EAP & Work-Life Service available in US, Canada, UK, Asia Pacific (15 countries)

Year 1 Reflections: Financial Support for JPMC Employees

The Need: Financial Support for JPMC employees– Debrief with JPMC Dedicated team on types of call they have been receiving

– Review of Emergency Financial Assistance cases/calls coming in

– Found high volume need for more in depth support

Outcomes:– Redefined the level of support provided by dedicated JPMC team

• more in-depth research

• specific targeted local resources

• identify linkage for more comprehensive assistance

– Focus on EAP/WL website - Financial information front & center

– Define services more explicitly for employees (e.g. Legal & Financial Consulting)

– Enhancement of JPMC Financial Series

#3 Work/Life & EAP Integrated Model

Christine PfeifferWorkLife Manager

• 34,000 Globally • 60 Countries• 17,000 US Employees

Pearson is an international media company with world leading business in education, business information and consumer publishing

Background of Benefits

• WorkLife: strong history including R & R, On-site Eldercare, Back Up Care, Adoption assistance. etc

• EAP: strong utilization, multiple on-site events, including management consulting and coaching

• Integrated EAP and WorkLife in 2005

• Health Promotion: Dedicated wellness manager hired in 2007

Recession Impact

• Increased anxiety

• Salary freeze & hiring freeze

• Commitment not to cut jobs

• Increased depression rates noted in population health study

• Decrease in adoptions

• Dealing with deaths in the workforce

• Resiliency

WorkLife/EAP Response

• On-site EAP Pilot

• National Employee Health & Fitness Day Event

• Rebranding flexibility

On-site EAP• Special oversized postcard distributed across the country• Counselors brought on-site in 3 locations to provide easy access and increased

awareness

Utilization Impact• 18.6% increase in unique individuals that accessed the program• Over 11% increase in services requested

National Employee Health & Fitness Day

• A chance to get out and get personal with employees

• Focus on their health and wellbeing

• 37 locations had on-site screenings, demonstrations, incentives, information etc.

• Results: 2,500+ (20% of eligible) screened in 2 days

• Feedback: “Thanks for caring”

Rebranding Flexibility

• Flexibility + Accountability = Results

• Appealing to managers and employees for reciprocal flexibility

• A strategy to address hiring freeze and stress as well as business continuity and sustainability

• Results: pending