Essential Skills for EAP Providers

Transcription

Welcome to this course for Magellan EAP
providers. When you finish, please see the
attachments in this document to access the
course post-test and other documents.
Welcome!
This course is for outpatient Mental Health Providers who want to learn about the EAP provider role and function in
Magellan’s Employee Assistance Program (EAP).
An EAP is a worksite-based program designed to assist work organizations in addressing productivity issues and to assist
the individual client in identifying and resolving personal concerns across a broad spectrum including financial, legal,
emotional, substance abuse, family/marital, health, and dependent care problems.
This training program provides the Mental Health Professional with essential knowledge to enhance understanding and
skills when functioning as an EAP provider.
Upon completion of this training, participants should be able to:
1.
2.
3.
4.
5.
6.
Identify three different types of management referrals to EAP
Distinguish between routine and crisis referrals to EAP
Recognize the importance of the dual client relationship when providing EAP services
Determine whether a client is a candidate for resolution of the presenting problem within the EAP
Include substance abuse screening and assessment as an essential element of a comprehensive assessment
Recognize when and how to make a referral if a client needs services beyond the scope of the EAP
The course takes about two hours to complete and offers two (2.0) continuing education (CE) credits/ hours. To obtain CE
credits you must 1) Complete the course in its entirety; 2) Complete the post-test with a passing score; and 3) Complete the
course evaluation. Click here for additional details about this training program.
To navigate, use the links in the footer on each page. Click ‘Next’ below to begin.
EAP Vignette
EAP Vignette
You are an EAP provider, sitting in your office after a busy day of conducting back-to-back client sessions. You
feel pretty good about your day, but you are also tired. Looking at the blinking light on your answering
machine reminds you that there are messages waiting, with work still to attend to.
Click on the name of each caller to listen to your messages. A transcript for each caller appears below.
John Templeton
Jack Striker
Whose call should you return first? Click ‘Next’ below for more about this client
referral.
file:///U|/Desktop/EAPEssentials/Intro1.html [11/9/2010 1:06:14 PM]
Maggie Carter
EAP Vignette
EAP Vignette
You are an EAP provider, sitting in your office after a busy day of conducting back-to-back client sessions. You feel pretty
good about your day, but you are also tired. Looking at the blinking light on your answering machine reminds you that there
are messages waiting, with work still to attend to.
John Templeton
Jack Striker
Maggie Carter
“Hi, Dr. Smith? This is John Templeton with the Big Box Company. I need to come and see you right away. My
boss thinks I have a drinking problem so he sent me home. I swear it was just the new mouthwash I used this
morning. I really need your help! I can’t go back to work until I see an EAP counselor. Can I stop by in about an
hour? Please get back in touch. Thanks.”
Whose call should you return first? Click ‘Next’ below for more about this client referral.
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EAP Vignette
EAP Vignette
John Templeton
Jack Striker
Maggie Carter
“This is Jack Striker down at the Big Box Company near the mall. I’m sending one of my guys over. I sure hope
you can straighten him out. I know all about drinking from my ex-wife’s family, and I certainly don’t need that
aggravation again. John’s an okay guy, but I won’t cover for him. I need to know if you can help him as soon as
possible. Otherwise, I have to kick this thing upstairs.”
EAP Vignette
EAP Vignette
John Templeton
Jack Striker
Maggie Carter
“Hello, this is Maggie Carter. I’m a Care Manager with Magellan’s EAP. I’m calling about a client we need you to
see. He had an incident at work today and the situation is escalating fast. We’d like your help to address it.
Maybe you could see him this evening after you finish up with your clients? Please call me back as soon as you
can. Oh, and please don’t call his boss or have any contact with his workplace before we get a chance to talk.”
EAP Questions
EAP Questions
You have a new client referral, with three different requests for return phone calls. In addition to figuring
out which call to return first, you’re faced with many questions, such as:
●
How do you deal with the dilemma you face between the boss who’s requesting feedback, and the request from
the EAP Care Manager not to call him?
●
How do you balance the request to see this new referral with the reality of your existing clientele and a
busy practice?
●
How do you assess John’s drinking?
●
Can John’s problem be addressed within the EAP service delivery model?
This training program has the information you need to answer these and other questions about
the provision of EAP services.
The goal of Essential Skills for EAP Providers is for you to learn how to:
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●
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Respond appropriately to management referrals
Determine whether a referred client is a candidate for EAP services
Intervene effectively within the EAP service delivery model
Click ‘Next’ below for perspectives on EAP
services.
Perspectives on EAP Services
Perspectives on EAP Services
Compare the employee's perspective of EAP services on the left with the perspective of the
referring employer on the right.
The employee’s perspective on EAP services
Recall John Templeton, the employee from the Big Box Co.
In the vignette, John was sent home by his boss and can't
return to work until he sees a Provider at the EAP.
●
The EAP provides a way for John to get help in
dealing with issues affecting his work performance.
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An EAP can provide referral recommendations and
often solutions to a variety of work/life problems.
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John is eager to make an appointment because he is
motivated to save his job.
The employer’s perspective on EAP services
Recall Jack Striker, the Manager from the Big Box Co.
In the vignette, Jack referred his employee to the EAP
because of suspected substance use.
●
The EAP provides a way for Jack to address
workplace issues that affect productivity caused by
employee absences and interpersonal problems.
●
An EAP provides assessment, brief counseling, and
referral and follow-up services to help in maintaining
or restoring workplace performance.
●
The employer is giving John an alternative to
disciplinary action.
Click ‘Next’ below for an overview of the course
contents.
The rest of this program focuses on EAP services from the perspective of the EAP provider.
EAP Course Contents
Course Contents
Menu
The three parts of the course are summarized below. You can link to each part via the Menu provided at the
top right of every page.
Part 1: Handling EAP Referrals
This section describes three different types of management referrals that EAPs receive from employer
organizations. You will learn about responding to these referral requests as well as how to distinguish between a
routine referral and a crisis referral.
Part 2: Guidelines for EAP Providers
This section will help you understand the dual client relationship inherent in providing EAP services. This
knowledge will help you determine whether a referred client is an appropriate candidate for resolution of the
presenting problem within the EAP.
Part 3: EAP Service Delivery
In this section, you will learn about essential elements of a comprehensive assessment, including the particular
importance of substance abuse screening. This information will help you recognize when to make an outside
referral for a client versus resolving the client's issue through EAP services.
Click ‘Next’ below to proceed to Part 1: Handling EAP
Referrals.
file:///U|/Desktop/EAPEssentials/Contents.html [11/9/2010 1:06:16 PM]
Menu
Handling client referrals appropriately is an essential skill when functioning as an EAP provider.
The role of the EAP provider is to conduct precise assessments of all individuals, couples, or family
members referred for EAP services. This function requires that you respond appropriately to various types
of requests for EAP services, including how to handle both routine and crisis situations.
In Part 1, you will learn how to:
1. Identify three different types of management referrals to EAP
2. Distinguish between routine and crisis referrals to EAP
Click ‘Next’ below to learn about management referrals to the
EAP.
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Types of Management Referrals
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There are three types of management referrals that EAPs receive from employer organizations. Click on the
name of each type of referral type to read the description.
Informal
Formal
Mandatory
In the vignette, what type of a management referral was Jack making for his employee John Templeton?
Type the correct answer in the space provided.
Submit
Reset
Click ‘Next’ below to make a decision about whose call to return
first.
file:///U|/Desktop/EAPEssentials/Part1A.html [11/9/2010 1:06:18 PM]
Menu
Menu
There are three types of management referrals that EAPs receive from employer organizations. Click on the name of each
type of referral type to read the description.
Informal Management Referral
Informal
Formal
When an employer observes that an employee may be experiencing emotional difficulties that affect job
performance, or if the employee requests assistance, the employer can informally recommend EAP
participation to the employee.
With an informal referral, the employer may or may not contact the EAP to facilitate the referral.
The EAP Provider does not provide any information or feedback to the employer about the referred
employee.
Mandatory
Submit
Reset
Click ‘Next’ below to make a decision about whose call to return first.
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Menu
Menu
Formal Management Referral
Informal
Formal
Mandatory
If an employee shows signs of deterioration in work performance, the employer can contact Magellan’s EAP
to make a Formal Management Referral. Circumstances for making a Formal Management Referral might
be when an employee has emotional problems that affect work, or when the employee violates company
rules, tests positive for drugs or alcohol or otherwise is suspected of having a substance abuse problem.
With this type of referral, the employee’s participation in the EAP remains voluntary, although the
employer will get a report from the EAP to confirm if the employee followed through with the initial
appointment.
Choosing not to participate fully or to follow EAP Provider recommendations does not affect the
employee’s employment status.
Submit
Reset
Menu
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Mandatory Management Referral
Informal
Formal
Mandatory
When an employee violates the employer’s policy, which may include workplace violence or testing positive
for drugs or alcohol, the employer may make the employee's participation in the EAP mandatory.
With a Mandatory Referral, the employee's participation in the EAP and compliance with EAP
recommendations are both required as conditions of continued employment.
Magellan will send the employer ongoing follow-up reports regarding the employee's attendance and
compliance with EAP recommendations.
Mandatory referrals occur most commonly for employees in safety-sensitive jobs such as machine
operators, truck drivers, railroad workers, and pilots. These employees are often suspended from their
jobs at the time of the EAP referral.
Submit
Reset
Menu
John Templeton’s employer was making a formal management referral to the EAP. With this type of
referral, the employer expects a rapid response.
How are you supposed to deal with the three different requests that you have received for return phone calls?
Whose call should you return first?
Select the best choice from the list below.
The Individual Client
The Employer
The EAP Care Manager
For a more comprehensive list of requirements related to
management referrals, see Magellan's EAP Handbook
Supplement: Section 5: Workplace Support Services.
Click ‘Next’ below to learn about management referrals to the
EAP.
file:///U|/Desktop/EAPEssentials/Part1B.html [11/9/2010 1:06:18 PM]
Menu
Menu
John Templeton’s employer was making a formal management referral to the EAP. With this type of referral, the
employer expects a rapid response.
How are you supposed to deal with the three different requests that you have received for return phone calls?
Whose call should you return first?
Select the best choice from the list below.
The Individual Client
The Employer
The EAP Care Manager
Correct! In most instances, all communication related
to a management referral from an employer
organization will be done by Magellan's EAP Care
Manager.
For a more comprehensive list of requirements related to
management referrals, see Magellan's EAP Handbook
Supplement: Section 5: Workplace Support Services.
Click ‘Next’ below to learn about management referrals to the EAP.
What is a crisis?
Menu
Menu
You decide to call Magellan’s EAP Care Manager first.
When you speak with the Care Manager, she tells you that the employee is being referred to the
EAP due to quickly deteriorating work performance. She asks you to see him as soon as you
possibly can. How do you balance this request with your existing clientele and a busy practice?
To respond appropriately to the referral, you will need to
determine if the situation is routine or if it is a crisis.
What is a crisis?
A crisis is an emotionally stressful event or a traumatic
change in a person’s life.
When a crisis occurs:
All covered employees and their dependents have
immediate access to an EAP provider through a tollfree line staffed by Mental Health Professionals 24
hours a day, 7 days a week.
A preliminary assessment is conducted by telephone and, if appropriate, the individual/family will be referred to an
EAP provider for an in-person intervention.
Click ‘Next’ below to learn about your responsibilities as an EAP provider.
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Examples
Menu
EAP providers must be available for both crisis and routine referrals.
Examples of Crisis Referrals
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Learning about the death of a close relative
Being told of a spouse's affair
Suicidal/homicidal gestures
Examples of Routine Referrals
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Child is withdrawn in school
Couple having difficulty communicating
Can’t let go of a dysfunctional relationship
Employers who contact Magellan’s EAP for services expect you to provide a confidential consultation for
each referred employee.
If what initially appears to be a routine EAP referral becomes a crisis, contact a Magellan
Care Manager to obtain valuable consultation.
Magellan Care Managers have considerable experience fielding crisis calls and other high risk situations. They
wish to collaborate and will work with you within your schedule to address the situation.
In responding to such requests, we ask that you be mindful of your EAP agreement with Magellan.
You have committed your availability to respond rapidly to our members and client companies in these
critically important situations.
Click ‘Next’ below to continue to Part 2: Guidelines for EAP
Providers.
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Part 2: The EAP Model
Menu
This section provides guidelines for the provision of EAP services that will assist your understanding of how
EAP service delivery differs from standard outpatient mental health services.
1. Recognize the importance of the dual client relationship when providing EAP services
2. Determine whether a client is a candidate for resolution of the presenting problem within the EAP
Click ‘Next’ below to learn about the dual client relationship inherent in EAP
services.
Menu
Menu
The most important aspect of an EAP that differentiates it from standard outpatient mental health services is the
dual client nature of the work.
EAP providers have two clients:
The individual Client
and
The Employer Organization
This dual client relationship often raises questions about communication and
confidentiality. For example, in the previous vignette, you have a request for feedback from the employer, and a request from
the EAP Care Manager not to call him.
How do you deal with this dilemma in your role as an EAP provider?
Click ‘Next’ below to find out.
Guidelines for the provision of EAP services
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EAP providers follow three guidelines for the provision of EAP services.
1. 1. Do not communicate directly with employer organizations unless the EAP Care Manager asks you to do so.
1. 2. Maintain confidentiality for both the individual client and the employer in all aspects of EAP delivery.
1. 3. Always maintain a neutral stance when dealing with a referred employee.
Click ‘Next’ below to learn about these guidelines for the provision of EAP
services.
Guideline #1
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Menu
Guideline #1 for the Provision of EAP Services
Do not communicate directly with employer organizations unless the EAP Care Manager asks you to do so.
In your EAP agreement with Magellan, you have committed to not having direct contact with a client’s employer (unless
specifically requested by Magellan).
Whenever you receive a request to communicate with a client’s employer, always notify your Magellan EAP contact for that
case. Magellan's Care Managers will assist you in responding to the request you have received.
Click ‘Next’ below to learn about Guideline #2 for the provision of EAP services.
file:///U|/Desktop/EAPEssentials_Providers/Part2C.html[9/29/2011 1:22:21 PM]
Guideline #2
Menu
Maintain confidentiality for both the individual client and the employer in all aspects of EAP delivery.
In most instances all communication to an employer organization will be done by Magellan's EAP Care Manager.
●
●
If an employer contacts you directly, refer him or her to the EAP Care Manager involved with the case.
Do not provide information to anyone outside of Magellan without a written Authorization to Disclose signed by
the employee.
Click ‘Next’ below to learn about Guideline #3 for the provision of EAP
services.
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Guideline #3
Menu
Always maintain a neutral stance when dealing with a referred employee.
When an employee’s job is at risk he/she may be anxious at the prospect of demotion or job loss and may strive
to seek refuge in the EAP.
Your goal is not to “save” or “defend” the employee from the employer, but rather to preserve the employee's
ability to work or return to work. This can be done through precise assessment and supportive confrontation
when indicated.
It is not helpful to collude with an employee’s denial of his/her chemical abuse or other
problems that could ultimately prove destructive to current employment and future health.
By remaining neutral and objective, the EAP provider will be in a better position to meet the needs of the
workplace as well as the needs of the referred employee.
Click ‘Next’ below to learn about your responsibilities as an EAP
provider.
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Assessment Issues
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EAP providers are expected to perform a comprehensive assessment for all referrals, which may
include individuals, couples, and/or family members.
You must be a generalist with the ability to assess any and all areas a client may present,
including workplace issues, chemical dependency, and issues related to both children and
older adults.
EAP providers must be able to determine whether or not the client is a candidate for resolution of the
presenting problem within the EAP. Keep in mind that the number of allowed EAP sessions with a client is
limited, as specified in the contract with the associated employer.
●
●
For some issues, EAP providers offer short-term counseling to maximize a client’s strengths and coping skills
to help resolve personal issues and improve performance in the workplace.
For other issues, EAP providers play a vital role in facilitating a referral to a more appropriate resource or to
a higher level of care.
Which of the following presenting problems is not generally appropriate for resolution within the EAP?
Select all that apply.
Parent child problems
Submit
Work stress
Reset
Click ‘Next’ below for more on the EAP
model.
file:///U|/Desktop/EAPEssentials/Part2F.html [11/9/2010 1:06:23 PM]
Bi-polar disorder
Bereavement
DUI evaluation
Menu
Menu
EAP providers are expected to perform a comprehensive assessment for all referrals, which may include individuals,
couples, and/or family members.
You must be a generalist with the ability to assess any and all areas a client may present, including workplace
issues, chemical dependency, and issues related to both children and older adults.
EAP providers must be able to determine whether or not the client is a candidate for resolution of the presenting problem
within the EAP. Keep in mind that the number of allowed EAP sessions with a client is limited, as specified in the contract
with the associated employer.
For some issues, EAP providers offer short-term counseling to maximize a client’s strengths and coping skills to help
resolve personal issues and improve performance in the workplace.
For other issues, EAP providers play a vital role in facilitating a referral to a more appropriate resource or to a higher
level of care.
Which of the following presenting problems is not generally appropriate for resolution within the EAP?
Select all that apply.
Parent child problems Submit
Work stress ✔
Bi-polar disorder Reset
Click ‘Next’ below for more on the EAP model.
Bereavement ✔
DUI evaluation
Examples
Menu
The key to being an effective EAP provider is your awareness of the nature of the EAP model
before beginning work with a client.
The combination of the session model, diagnosis, and severity of symptoms will be an indicator of whether or
not resolution might take place within the EAP.
Examples of EAP appropriate services might be:
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●
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Parenting issues
Marital discord
Job stress
Simple bereavement
Health concerns
Examples of assessed problems generally not appropriate for resolution within EAP are:
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Substance abuse
Multiple problem areas
Chronic psychiatric issues
Magellan EAP providers have access to all forms necessary for providing EAP services. Visit
MagellanProvider.com for a complete list of EAP clinical forms.
Click ‘Next’ below for information on determining a client's
needs.
file:///U|/Desktop/EAPEssentials/Part2G.html [11/9/2010 1:06:24 PM]
Menu
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An effective EAP provider is able to determine various needs of a client related to a wide variety of clinical and life
issues.
Determining the needs of an EAP client can be similar to the role of a triage nurse in a hospital. Many times this involves
making a referral to external services. Examples of these situations might occur if, for example, the assessed issue is
chemical dependency or domestic violence. In these situations, it is especially helpful if the EAP provider has the ability to
educate and motivate the client to seek appropriate treatment when necessary.
Some EAP providers struggle with the notion of assessment and referral without
being able to engage the client in a therapeutic relationship.
Keep in mind that providing information and education about an illness is a legitimate way
to respond and intervene.
Information like this can be a tremendous relief to a client who may have misconceptions
about mental health issues either through ignorance or misunderstanding. Recognizing
that they are not alone in dealing with their problem(s) can be a great motivator for the
person to seek care.
Click ‘Next’ below to continue to Part 3: EAP Service Delivery.
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Within the EAP, one of the roles of an EAP provider is to provide a variety of services to help with maintaining
or restoring a client’s workplace performance. These services include assessment of treatment needs, with
either solution-focused brief counseling or referral to external resources.
1. Include substance abuse screening and assessment as an essential element of a comprehensive assessment
2. Recognize when and how to make a referral if a client needs services beyond the scope of the EAP
Click ‘Next’ below for information about EAP
assessments.
EAP Assessments
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In order to identify a wide variety of clinical and life issues, EAP providers are responsible
for conducting a comprehensive assessment for all referred employees.
The EAP provider must perform a complete bio-psychosocial assessment of the client’s concerns, including
the impact of the client’s issues in the workplace. This is especially significant given the dual client
relationship inherent in EAP work.
EAP customers who contract with Magellan's EAP have the expectation that the EAP will provide
a thorough assessment that includes, but is not limited to:
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Personal stressors
Family concerns
Physical illnesses/ medical treatment
Threat of violence concerns/ risk assessment
Depression screening
Substance abuse, chemical dependency, and other addictions
Click ‘Next’ below for information about screening for substance
use.
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Screening for Substance Use
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Screening and assessment of substance abuse is one of the most basic and critical components
of EAP work.
If the presenting problem involves substance abuse, or if the screening identifies a substance use issue, a
more comprehensive assessment is needed.
Early identification of substance abuse, addiction, or dependence is critical.
Roll your cursor over each term below for a definition.
Abuse
Addiction
Dependence
Employers are well aware of the impact of substance use problems on the workplace, such as
decreased performance and productivity due to accidents, absences, interpersonal problems, and theft.
They realize that an incomplete assessment or a delay in facilitating a client’s movement to an appropriate
resource or referral may result in a client experiencing unnecessary distress.
To see a list of EAP assessment requirements, visit the COA (Council on Accreditation) web site.
Click ‘Next’ below for more on substance abuse
assessments.
Screening/Assessment Resources
Menu
Screening and the assessment of substance use is a core component of the overall EAP assessment.
Remember John Templeton from the Big Box Company scenario?
As an EAP provider, how would you assess his drinking?
Click to learn about various tools that could be used to screen for
and assess an EAP client's drinking behavior.
Every client or dependent 12 years of age or older who comes to
the EAP for services is to be screened for substance abuse.
Resources for Magellan EAP providers:
●
View or print a copy of Magellan's Substance Abuse/Chemical
Dependency Assessment tool.
●
For a selection of Magellan EAP forms that you can use as
needed, visit MagellanProvider.com and scroll down to the list
of Auxiliary forms.
●
Learn about EAP Core Technology on the Employee Assistance Professionals Association web site.
Click ‘Next’ below for an example
vignette.
file:///U|/Desktop/EAPEssentials/Part3C.html [11/9/2010 1:06:28 PM]
Screening/Assessment Tools
Screening/Assessment Tools for the EAP Provider
There are many screening/assessment instruments available to assess for Chemical Dependency and Substance
Abuse, including self-report and interview style questionnaires.
MAST - Michigan Alcoholism Screening Test
This tool is a 25-item questionnaire designed to provide rapid and effective screening for lifetime alcoholrelated problems and alcoholism. MAST can be used in either paper/pencil or interview format.
SASSI - Substance Abuse Subtle Screening Inventory
This tool has three scales specifically designed to increase accuracy in the face of denial and defensiveness.
One scale distinguishes substance abusers from non-abusers even when substance abusers are trying to
conceal an addiction problem. Two other scales identify defensive clients and determine if their
defensiveness is indicative of an underlying substance abuse disorder.
DAST - Drug Abuse Screening Test
This tool helps assess the severity of a client’s problems with drugs other than alcohol. The brief
questionnaire takes five minutes to administer and can be used in either self-report or interview format.
CAGE FOR YOUTH and ADOLSCENTS
This tool consists of four yes or no questions and two questions about frequency and multi-substance abuse.
UNCOPE
This tool consists of six questions regarding the impact of substance use. When two or more questions are
answered yes, this indicates abuse or dependence.
EAP providers may also use some of the many other available instruments to screen for depression, anxiety, etc.
Close Window
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Vignette
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The following vignette illustrates how a complete assessment by the EAP provider helps to clarify some of the underlying
issues behind the client’s presenting problem.
Mary Smith presents to the EAP with depression related to continued
marital problems. She admitted being not as focused at work, but
tardiness was not a problem. She is finding it difficult to enjoy and
participate in her normal social activities. She has not seen her PCP.
When asked to identify her marital concerns, Mrs. Smith became
quiet and appeared to withdraw. When she finally spoke, she admitted
that her husband drinks alcohol most days, but does not miss work.
They are stretched financially as a result of a DUI he received last
year. She denied any use of alcohol or drugs on her part.
After careful probing, Mrs. Smith gave a detailed report of her
husband’s drinking, including amount, frequency and consequences.
She compared him to her father who was a functioning alcoholic. She
is contemplating a divorce because she wants relief from the worry
and from covering for her husband.
Click ‘Next’ below for information on EAP interventions.
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Models of Intervention
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There are two models of intervention available in the EAP service delivery model.
(For some accounts, only the Assess and Refer option is available.)
1. The Assess and Refer Model is for assessment and referral purposes only.
2. The Brief Counseling Model is to identify and address goals that can be achieved within the EAP sessions
available, typically within one to five months.
EAP clients are required to read and sign a Statement of Understanding that explains these EAP services.
View or print a copy of Magellan's Statement of Understanding.
If Brief Counseling is an available option for the particular client, then the EAP provider will need to
carefully document the results of the bio-psychosocial assessment.
Documentation for both the initial and any subsequent sessions must support the identified
issues and rationale for the counseling sessions.
Click ‘Next’ below to check your understanding of EAP
interventions.
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STATEMENT OF UNDERSTANDING
You have chosen to receive employee assistance program (“EAP”) services which are provided through a Magellan Behavioral
Health* company (“Magellan”). EAP services may include assessment and referral or brief counseling. The EAP counselor will work
with you to clarify the problem, identify choices, and develop an action plan. Magellan customer service associates and EAP
consultants are available to respond to your call 24 hours a day, 365 days a year.
FEES
These services are provided at no direct cost to employees and family members. The employee's company pays for the services.
However, if you need longer-term counseling or a specialized service, Magellan will assist in locating a resource or service in the
community. It is your responsibility to pay for services provided by any resources outside the EAP. (Your benefit plan may
cover some of the cost. Check with your benefits representative before services are provided by outside resources.)
CONFIDENTIALITY
The EAP will maintain confidential records of your contact with the EAP and the services provided to you in order to provide
continuity and coordination of your care.
No one will reveal information concerning your use of the EAP to anyone outside the program except as follows: (1) you consent in
writing; (2) life or safety is seriously threatened; (3) disclosure is required by law; or (4) your counselor refers you to benefits-covered
treatment and the claims payor requires information. In addition, your counselor will disclose information and records to Magellan as
needed for coordination of EAP services, quality assurance, or payment. Professional auditors (not employed by the employee's
company) may also examine your file to evaluate the services. Depending on the privacy policy of the employer, the employer’s
privacy official might have access to information in connection with the employer’s obligations in the Privacy Rule under HIPAA (the
Health Insurance Portability and Accountability Act). Check the employer’s privacy policy to see if the privacy official or anyone else
will have access to information.
IF YOU HAVE BEEN REFERRED TO THE PROGRAM DUE TO A WORK PERFORMANCE PROBLEM:
Under your employer’s policy,
1) Magellan is expected to confidentially advise the referral source whether you are participating in the EAP and
cooperating with the EAP plan. To permit Magellan to do so, you will need to sign an authorization permitting
disclosure of that information. However, you may use EAP services even if you do not sign an authorization. Your
personal problems will not be discussed with the referral source, unless you request, in writing, that this be done.
2) Participation is voluntary--whether or not you decide to use the EAP services, your decision will not affect your
employment security or advancement opportunities.
I, (print name)
, understand this form, including the confidentiality of the EAP and the limitations to
confidentiality, and accept it as the terms of my participation in the program. As an EAP consumer, I also understand that I
may request written information describing Magellan's confidentiality policy and/or the EAP counselor’s confidentiality policy.
Signature
Witness
Parent, guardian, or legal representative (when required)
Date
Counselor Signature:
_________ Initial if a copy was given to client.
*Services in California are delivered by Human Affairs International of California or Magellan Health Services of California—Employer Services.
©Magellan Health Services, Inc. 2005
SOU/Generic Standard SOU-Magellan/206
Scenario 1
Menu
Menu
Check your understanding of the two different intervention models. Click on the name of the client to hear his voice and
read a transcript of his words. Then answer the question below by indicating whether the assessment supports the Brief
Counseling Model or the Assess and Refer Model.
Joseph
16 year old male
“I don’t really care that school kicked me out
for punching that kid. I’d do it again if I had
to. So what if my grades are down – no one
cares. My parents certainly don’t. They’re too
busy fighting over custody and who gets the
house. Never mind. It doesn’t really matter.
Besides, hanging out with my friends is way
better than school anyway. We party all the
time these days.”
Which method of intervention is most appropriate for Joseph?
Assess and Refer
Brief Counseling
Click ‘Next’ below for another scenario.
file:///U|/Desktop/EAPEssentials_Providers/Part3F.html#[9/29/2011 1:34:12 PM]
Scenario 2
Menu
Menu
Check your understanding of the two different intervention models. Click on the name of the client to hear her voice and
read a transcript of her words. Then answer the question below by indicating whether the assessment supports the Brief
Counseling Model or the Assess and Refer Model.
Rosette
42 year old female
“Don’t get me wrong, I like my new position
at work. I just didn’t think there would be so
many deadlines, and the boss seems so
inflexible. This is the first time I’ve ever been
to counseling. You must have clients with
more important problems. I debated
whether I should come or not, since my
husband and girlfriends are very
understanding. But I’ve got to find a better
way to handle this stress. I really want to
make this job work out.”
Which method of intervention is most appropriate for Rosette?
Assess and Refer
Brief Counseling
Click ‘Next’ below for more about EAP interventions.
file:///U|/Desktop/EAPEssentials_Providers/Part3G.html#[9/29/2011 1:35:58 PM]
Models of Intervention
Menu
What about your client John Templeton from the Big Box Company?
If your assessment (including an alcohol screen) revealed that John had a significant alcohol problem, would
you refer him out for services?
Click on each choice below to consider factors that might influence your decision.
Assess and Refer
Brief Counseling
Click ‘Next’ below for information about making referrals for ongoing
care.
file:///U|/Desktop/EAPEssentials/Part3H.html [11/9/2010 1:06:37 PM]
Menu
Menu
Generally, you should be able to determine within the first few sessions whether or not the EAP is the appropriate
level of care.
While most clients who access the EAP will be able to resolve their problems within the EAP, there are times when a
referral for ongoing care is needed.
The most frequent reasons for referral are:
The client needs specialized care, such as psychiatric or
substance abuse treatment.
Resolution of the presenting issue(s) requires more sessions
than allotted within the particular EAP’s session model.
The client could benefit from community resources like:
A 12-Step program
Financial counseling
A support group
A Community Mental Health Center
Click ‘Next’ below to learn about referral options.
Referral options
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When the problem cannot be resolved within the scope of the EAP,
you will need to make recommendations and discuss referral
options with the client.
Some employers have Dependent Care and Work Life Services to help
clients connect with resources to assist in dealing with challenges related to
a full continuum of life stages, from newborn to teen and adult to senior.
These resources may include:
●
●
●
●
●
●
●
●
●
Referrals for family and child care
Before and after school care
Day care centers
Adoption assistance
Senior living arrangements
Retirement homes
Skilled nursing or Hospice care
Special needs care for newborns or developmentally challenged adults
Legal and financial services
Click ‘Next’ below to check your knowledge of referral
options.
file:///U|/Desktop/EAPEssentials/Part3J.html [11/9/2010 1:06:39 PM]
Knowledge Check
Menu
Check your knowledge of referral options by answering the question below.
If your client’s employer does not have dependent care or Work Life services, which of the
following resources might you consider using to locate the necessary supports for your client?
Select the best answer from the list below.
Contact your local police or fire department
Reach out to community centers and churches
Use the community pages of your local telephone book
Search the internet or the local newspaper
All of the above
Click ‘Next’ below to learn more about ‘Assess and Refer’
interventions.
file:///U|/Desktop/EAPEssentials/Part3K.html [11/9/2010 1:06:40 PM]
Assess and Refer Interventions
Menu
When ongoing or specialized care is clinically indicated, EAP providers are expected to facilitate
a referral into the client’s mental health benefit plan.
You should be aware that some Employee Assistance Programs contractually prohibit EAP providers from
referring clients to themselves for services beyond EAP.
Read the scenario below to check your knowledge about Assess and Refer EAP interventions.
After a comprehensive assessment, you determine that your client needs ongoing therapy with
a substance abuse specialist. You happen to be a substance abuse specialist and you are also
a provider under the client’s medical plan. However, the client’s EAP paperwork indicates that
the employer does not allow you to continue seeing the client beyond the EAP sessions.
What should you do? Select the best choice from the options below.
Refer the member to yourself for continuity because the client wants to continue in treatment with you.
Refer the client to another substance abuse provider in their health plan network.
Ask the member to call the EAP and request to continue in treatment with you under their medical plan.
Click ‘Next’ below to finish the
course.
file:///U|/Desktop/EAPEssentials/Part3L.html [11/9/2010 1:06:40 PM]
Conclusion
Menu
Menu
Congratulations! Now that you have completed Essential Skills for EAP Providers, you should be able to:
Respond appropriately to management referrals
Determine whether a client is a candidate for EAP services
Intervene effectively within the EAP service delivery model
We appreciate the time you have taken to enhance your understanding of your role as an EAP provider within
Magellan Health Services Employee Assistance Programs.
The authors of this training welcome your feedback, questions, and comments regarding any aspect of this training or
providing EAP services at Magellan. For more information, please contact us at [email protected]
We look forward to hearing from you and hope that this is only the beginning of a stronger partnership between you, our
EAP providers who take care of our members in the field, and all of Magellan Health Services Employee Assistance
Programs.
Note: Magellan Health Services did not receive any commercial support for this continuing education program.
Resources used in preparing this course on Essential Skills for EAP Providers can be found in the Bibliography.
Click ‘Next’ below for CE credit information and exit instructions.
file:///U|/Desktop/EAPEssentials_Providers/End1.html[9/29/2011 1:39:29 PM]
End
This is the conclusion of this online course. Please contact [email protected] if you have questions,
feedback and / or comments.
If you wish to request 2.0 continuing education (CE) credits and / or Professional Development Hours (PDH), click here.
You must achieve a passing score upon completion of the course post-test and complete the CE survey to receive a CE
and /or PDH certificate. Contact [email protected] if you have questions about continuing education or
professional development hours.
END
file:///U|/Desktop/EAPEssentials_Providers/End2.html[9/29/2011 3:05:09 PM]

Essential Skills for EAP Providers

Transcription

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