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Monica Ratcliff, LCSW PHR EAP Program Director, Caterpillar Inc. Todd Donalson, MA LCPC

Adapting EAP to Support Expatriate Populations. Monica Ratcliff, LCSW PHR EAP Program Director, Caterpillar Inc. Todd Donalson, MA LCPC Director of Training & Consultation, Chestnut Global Partners. Global Business News Conference Chicago IL, USA June 13, 2014.

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Monica Ratcliff, LCSW PHR EAP Program Director, Caterpillar Inc. Todd Donalson, MA LCPC

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  1. Adapting EAP to Support Expatriate Populations. Monica Ratcliff, LCSW PHR EAP Program Director, Caterpillar Inc. Todd Donalson, MA LCPC Director of Training & Consultation, Chestnut Global Partners Global Business News Conference Chicago IL, USA June 13, 2014

  2. The personal impact of global mobility Expat mental health research (CGP & Caterpillar collaboration) Caterpillar’s IAP program Agenda

  3. What “Risk” Are We Managing? A failed expat assignment may be defined as: . . . early repatriation of the employee and/or family . . . a lack of optimal job performance . . . family or employee “burnout” . . . negative interactions between cultures . . . family or employee stress / illness . . . turn-over, even after repatriation

  4. Company Others:Culture, Community, etc. Employees and families Expatriate success. • Does the assignment maximize the benefits to all three? Risks / Benefits of an expatriate assignment. General Adjustment- general living, lifestyle and family Work Adjustment- job tasks in a foreign workplace, performance measures Interactional Adjustment- interactions with host country nationals

  5. Factors Responsible For Assignment Failure (excluding attrition) GMAC 2006 Global Relocation Trends Survey Report.

  6. Reason For Early Return • Brookfield 2012 Global Relocation Trends Survey Report

  7. Family suitability was a competency assessed in the selection process of only 29% of candidatesBrookfield 2012 Global Relocation Trends Survey Report One half of all expats report their company does not do enough to support their personal needsNational Foreign Trade Council, Cigna, Worldatwork. 2002. Less than 20% of companies provide any assistance for the personal needs of the spouse and family SHRM/Willimatteuniversity study, “Emerging Trends in Global Mobility: An Assignees Perspective. 2004) Are Companies Doing Enough To Address Relocation Stress Experienced By The Family

  8. Circumstances That Impact Expatriate Health & Productivity • Increased workload • Isolation, loneliness, lack of social support, language barriers • Cross-cultural adjustment and culture shock • Unreliable means of communication/transportation • Difficult living conditions/harsh environments/pollution • Reduced access to medical and professional services • Exposure to suffering, violence, insecurity, poverty • Risk of infectious disease • High expectation of self-sufficiency All of these increase stress and the risk of emotional and social problems (work and home) 

  9. What Do We Know About Expat Mental Health? Expats are commonly assumed to be more resilient because they are often high performing employees. Mental health professionals, however, have suggested that the stress of cultural adjustment places expats at higher risk. There are few empirical studies of mental health risk in expats. Most are anecdotal reports or case studies.

  10. Historical study U.S. nationals vs. expatriates

  11. Research Study: Truman, Sharar & Pompe (2012) The Mental Health Status of Expatriate Versus U.S. Domestic Workers. A comparative Study. Truman, Sharar and Pompe. International Journal of Mental Health. Vol. 40. No. 4. Winter 2011-12. pp 3-18. Cross sectional comparison of 2 large multinational employers headquartered in the US. Expatriate Group (n=455) living overseas > 6 months. US Based Group (n=1460) Each group comprised of production and management employees

  12. Increased Risks For Expatriates The Mental Health Status of Expatriate Versus U.S. Domestic Workers. A comparative Study. Truman, Sharar and Pompe. International Journal of Mental Health. Vol. 40. No. 4. Winter 2011-12. pp 3-18.

  13. Expats don't typically use traditional passive EAP support programs. They suffer silently due to distrust. Ongoing communication and awareness is critical. Healthcare coverage alone isn’t enough. Finding providers, particularly those sensitive to expat and workplace issues, is complex. Confidentiality and easy access are more important. Services must accommodate the “life cycle” of an expat assignment, including after the assignment. Principles of Adapting Traditional Mental Health and Support Programs For Expats

  14. Caterpillar’s International Assistance Program (IAP) IAP

  15. Caterpillar’s International Assistance Program (IAP) • Early 2000s, Caterpillar had over 1000 expats • Virtually no EAP outside North America • Expats appeared dissatisfied • Generous relocation policy but minimal personal (EAP-type) support provided

  16. International Assistance Program (IAP) • The IAP model was created jointly by Caterpillar and Chestnut Global Partners • Piloted in 2003-2004. Implemented October 2004 • Goals • Provide confidential, global and culturally relevant personal support for ISEs and families at no charge • Minimize risks of family adjustment and personal problems • Enhance the ISE experience for the family and those in the company supporting ISEs IAP

  17. HOME COUNTRY HOST COUNTRY HOME COUNTRY H I G H Emotion & Energy Level L O W Honeymoon Burnout Excitement/anxiety Adjustment/settling in Stages repeat Emotional lifecycle of an expatriate assignment

  18. Pre-acceptance consultation: Repatriation outreach and support: Destination outreach: . . . . . . On going outreach and clinical services (counseling and referrals): Pre-departure outreach and counseling Ongoing outreach and support post repatriation Key elements of expat support HOME COUNTRY HOME COUNTRY HOST COUNTRY H I G H Emotion & Energy Level L O W Adjustment Stages Over time

  19. IAP Services • Pre-departure meeting with family • Proactive Outreach (phone & email) to employee and spouse during assignment for support • Referral to “in country” EAP for counseling as needed • High touch case management • Educational Support – Webinars by expats, Web products, newsletters • Educational booklets tailored to children • Virtual spousal support group • Repatriation support

  20. International Assistance Program (IAP) “I am grateful for having this “safe haven” to reflect, have healthy discussion, and receive a little help from someone who is qualified when I have wandered a bit off my path. The IAP has contributed very positively to my satisfaction with this assignment, my respect and loyalty toward my employer, and my overall mental well-being. I would not recommend an international assignment to another without such a program being available.” - An ISE located in Europe "When our family moved from Europe to the Midwest, the 3 first months were chaos. There were so many things to do, to discover, and so little time to breathe. Then after 6 months, one morning, at 4 am on the day we were supposed to celebrate our daughter's birthday, a terrible "homesick feeling" hit me really hard. I called the 24/7 phone number of EAP and I’m really glad I did. The person I spoke with helped me get through the rest of the day, thanks to her listening skills and her professionalism. I knew I was in good hands. I started counseling a few days later and that help was precious through the most difficult moments.” -ISE spouse in the U.S. IAP

  21. Clinical EAP Utilization 222 160 250 209 129 164 120 100 cases 123 N = 1188 N = 1264 N = 1495 N = 1668 N = 906 N = 1085 N = 1047 N =978 N = 1010

  22. Caterpillar Expat Survey Data Percent reporting dissatisfaction with . . .

  23. Caterpillar Expat Survey Data Percent reporting dissatisfaction with . . . 36% decrease 27% decrease 29% decrease 59% decrease

  24. Caterpillar Expat Survey Data Percent who have considered early repatriation 49% decrease 57% decrease 49% decrease

  25. “How has your personal life been affected while living abroad?” Percent reporting a “negative” impact. 49% decrease 39% decrease

  26. Percentage of expats reporting more than 4 days absent “due to a personal or emotional problem.” 39% decrease

  27. Monica Ratcliff EAP Program Director, Caterpillar Inc. Ratcliff_Monica@CAT.com Todd Donalson, MA LCPC Director of Training & Consultation Chestnut Global Partners tdonalson@chestnut.org

  28. Claus, Lungu & Bhattacharjee (2011). The Effects of Individual, Organizational and Societal Variables on the Job Performance of Expatriate Managers. International Journal of Management Vol. 28 No. 1 Part 2 Mar 2011 249 Brookfield Global Relocation Trends Survey. 2012. GMAC Global Relocation Survey (yearly). Cole, (2011). Managing global talent: solving the spousal adjustment problem. The International Journal of Human Resource Management. Vol. 22, No. 7, April 2011, 1504–1530 Truman, Sharar & Pompe. The Mental Health Status of Expatriate Versus U.S. Domestic Workers A Comparative Study. International Journal of Mental Health, vol. 40, no. 4, Winter 2011–12, pp. 3–18. Valk, (2003) Sending employees and families overseas: Mental health in the workplace abroad. In J. Kahn & A. Langlieb (Eds.), Mental health and productivity in the workplace (pp. 155–168). San Francisco: Jossey-Bass. A.P. Copeland, S.K. Norell / International Journal of Intercultural Relations 26 (2002) 255–272 261 Key citations and references

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