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Identifying A Troubled Identifying A Troubled EmployeeEmployee

Identifying A Troubled Identifying A Troubled EmployeeEmployee

Training Objectives:Training Objectives:

Improved understanding of the role Improved understanding of the role of EAP in personnel managementof EAP in personnel management

Improved ability to identify the Improved ability to identify the troubled employee and common job-troubled employee and common job-performance problemsperformance problems

Increased skill in utilizing EAP to Increased skill in utilizing EAP to intervene in performance intervene in performance deteriorationdeterioration

What is the Troubled What is the Troubled Employee?Employee?

A Troubled employee is an A Troubled employee is an individual who has individual who has previously/historically been a previously/historically been a satisfactory performer, and is satisfactory performer, and is now experiencing job now experiencing job performance deterioration that performance deterioration that is not based on capability or is not based on capability or competency. competency.

Areas Where the EAP Can Areas Where the EAP Can HelpHelp

StressStress Marital/relationship Marital/relationship

issuesissues Family/parenting Family/parenting

issuesissues Substance abuseSubstance abuse Anger and impulse Anger and impulse

controlcontrol AnxietyAnxiety Legal ProblemsLegal Problems

Work stressWork stress Grief/bereavementGrief/bereavement Coping with changeCoping with change Domestic Domestic

violence/abuseviolence/abuse DepressionDepression Low self-esteemLow self-esteem Financial problemsFinancial problems

Work Performance:Work Performance: Unexplained changes from prior Unexplained changes from prior

performance.performance. Inconsistent production.Inconsistent production. Missed deadlines.Missed deadlines. Increasing mistakes or poor quality.Increasing mistakes or poor quality. Difficulty with complex assignments or Difficulty with complex assignments or

tasks. tasks. Failure to improve despite coaching. Failure to improve despite coaching. Poor time management.Poor time management. Promises to improve without results.Promises to improve without results.

Attendance & Attendance & Tardiness:Tardiness:

Unscheduled vacations.Unscheduled vacations. Excessive sick days, especially Mon/Fri.Excessive sick days, especially Mon/Fri. Absent from work station.Absent from work station. Repeatedly late returning from Repeatedly late returning from

lunch/breaks.lunch/breaks. Improbable or dramatic excuses.Improbable or dramatic excuses. Frequent “emergencies” for time off.Frequent “emergencies” for time off.

Physical Condition:Physical Condition:

Deterioration in appearance and Deterioration in appearance and groominggrooming

Poor hygienePoor hygiene Impaired balance or unsteady gaitImpaired balance or unsteady gait Poor attention and concentrationPoor attention and concentration Rapid weight loss or gainRapid weight loss or gain Chronic low-grade illnessesChronic low-grade illnesses Lack of energyLack of energy

Mood:Mood: Mood swings or instabilityMood swings or instability Inappropriate or exaggerated reactionsInappropriate or exaggerated reactions Cries easily or frequentlyCries easily or frequently Consistently angry, fearful, or Consistently angry, fearful, or

withdrawnwithdrawn Frequently depressed and anxiousFrequently depressed and anxious Appears confused or overwhelmedAppears confused or overwhelmed Easily agitatedEasily agitated DefensivenessDefensiveness

Relationships:Relationships:

Overreacts to perceived criticismOverreacts to perceived criticism Blames and criticizes othersBlames and criticizes others Withdraws from or avoids othersWithdraws from or avoids others Hostile, aggressive, or resentfulHostile, aggressive, or resentful Subject to complaints by othersSubject to complaints by others Others are worried or concernedOthers are worried or concerned

Types of Referrals:Types of Referrals:

SelfSelf Majority of employees seen by EAPMajority of employees seen by EAP Recognize the need for assistance Recognize the need for assistance

and schedule time to discuss their and schedule time to discuss their situation with a trained counselorsituation with a trained counselor

Supervisor will be aware of this only Supervisor will be aware of this only if employee shares the information or if employee shares the information or signs a release form. signs a release form.

Types of Referrals:Types of Referrals:

Informal ReferralInformal Referral Made early in the processMade early in the process Manager expresses concern to Manager expresses concern to

employeeemployee Manager will not try to counselManager will not try to counsel Suggests employee contact EAPSuggests employee contact EAP

Types of Referrals:Types of Referrals:Formal ReferralFormal Referral Performance and/or behavior Performance and/or behavior

deterioratesdeteriorates Manager meets with HR to determine if Manager meets with HR to determine if

formal referral is appropriateformal referral is appropriate HR will meet with manager and HR will meet with manager and

employee to make the referralemployee to make the referral Specific performance issues are the focusSpecific performance issues are the focus Goal of EAP service is to help employee Goal of EAP service is to help employee

return to satisfactory performancereturn to satisfactory performance

Types of Referrals:Types of Referrals:

Formal ReferralFormal Referral Compliance is mandatoryCompliance is mandatory Supervisor and/or HR are provided Supervisor and/or HR are provided

reportsreports Disclosure is limited to compliance or Disclosure is limited to compliance or

non-compliance onlynon-compliance only Referral is active until dismissed by EAPReferral is active until dismissed by EAP EAP requests performance evaluationsEAP requests performance evaluations

The Sometimes The Sometimes Speech:Speech:

““Sometimes job problems like these Sometimes job problems like these are the result of things going on are the result of things going on outside the workplace. It may not be outside the workplace. It may not be true in your case, but because it is true in your case, but because it is sometimes true, the company has an sometimes true, the company has an Employee Assistance Program. It’s Employee Assistance Program. It’s free and it’s confidential. It has free and it’s confidential. It has helped a lot of people.”helped a lot of people.”

The Referral Meeting:The Referral Meeting:

Identify performance deficienciesIdentify performance deficiencies Review the documentationReview the documentation Communicate your expectationsCommunicate your expectations Set a time-frameSet a time-frame Make the referralMake the referral Schedule a follow-up meetingSchedule a follow-up meeting

Supervisor’sSupervisor’s Do’s and Do’s and Don’tsDon’ts

DO….DO…. Protect the employee’s confidentiality and Protect the employee’s confidentiality and

dignitydignity Communicate concernCommunicate concern Allow the employee to be responsible for Allow the employee to be responsible for

resultsresults Express confidence in their ability to Express confidence in their ability to

improveimprove Offer to call EAP, then provide privacyOffer to call EAP, then provide privacy Encourage ongoing dialog regarding Encourage ongoing dialog regarding

performanceperformance

Supervisor’s Do’s & Supervisor’s Do’s & Don’tsDon’ts

Don’t…..Don’t….. Attempt to diagnose the problemAttempt to diagnose the problem Get drawn into discussing personal Get drawn into discussing personal

problemsproblems Apologize for addressing performance Apologize for addressing performance

deficienciesdeficiencies Accept excuses or blameAccept excuses or blame Moralize or pass judgmentMoralize or pass judgment Discuss possible treatment optionsDiscuss possible treatment options Make threats to actMake threats to act

Barriers To ReferralBarriers To Referral

AngerAnger GuiltGuilt FearFear Denial Denial Ego InvolvementEgo Involvement

ENABLINGENABLING Attempting to “help” an individual Attempting to “help” an individual

when that act enables the person to when that act enables the person to avoid personal responsibility for avoid personal responsibility for arriving at real solutions:arriving at real solutions:

Avoiding the performance issuesAvoiding the performance issues

Hoping it will fix itselfHoping it will fix itself

Making/accepting obvious Making/accepting obvious excusesexcuses

Covering for the individualCovering for the individual

RationalizingRationalizing

Attempting to controlAttempting to control

Accessing ServicesAccessing Services

Toll-free phone linesToll-free phone lines

(800) 862-3398(800) 862-3398

24-hour access24-hour access Website/e-mailWebsite/e-mail

www.ppeap.comwww.ppeap.com Local providersLocal providers Regional officesRegional offices

EAP Work-life EAP Work-life BenefitsBenefits

LegalLegal FinancialFinancial Family LifeFamily Life Child Care Child Care

LocatorLocator Emotional Emotional

WellbeingWellbeing

HealthHealth Small BusinessSmall Business Personal Personal

GrowthGrowth StressStress