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Employee Assistance Program. Supervisor Orientation. agenda. The EAP—What is it? How does the benefit work? The Supervisor’s Role with the EAP Supervisor Referrals. what is the employee assistance program?.

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  • The EAP—What is it? How does the benefit work?
  • The Supervisor’s Role with the EAP
  • Supervisor Referrals
what is the employee assistance program
what is the employee assistance program?
  • A resource outside the work environment available to employees and their families to use whenever they are experiencing personal problems.
  • Confidential
  • Provided at no cost to the employee/family
some problems addressed
Family Concerns

Emotional and Behavioral Problems

Compulsive Behaviors

Substance Abuse

Work Related Problems

Work Life Issues

some problems addressed


  • A couple who wants to improve their communication in the relationship
  • A parent who wants information on how to deal with a teenager who is depressed
  • An individual who gets anxious in social situations
  • An individual who needs some help in communicating with a co-worker
  • An individual struggling with a gambling problem
  • Information on substance abuse treatment

the assessment process

An individual can call the toll free phone line 24/7 to speak with a Wellspring professional or send an online request.

The service begins when the individual contacts Wellspring via the toll free line, or sends an online request for services via

Online requests are responded to by a triage therapist by phone within the day it was sent or the next business day if sent during the evening or weekend.

The toll free line is always answered live. A caller always has the option to leave a message should they encounter any delay. They will receive a call back within an hour.


the assessment process

The individual will either be given information on the phone or an appointment with an assessment provider

  • The individual will be asked to briefly describe what problem or resource they need help with and then will either be assisted with:
  • a resource
  • transferred to a specialist
    • Eldercare
    • Childcare Specialist or
    • Daily Living
  • helped with scheduling an appointment.

the assessment process

The individual calls the provider to schedule an appointment

If the individual wants to be seen face to face, then the triage therapist asks for best times and days they can schedule, and then facilitates the appointment.

Telephonic counseling is also available if the triage therapist determines that it is appropriate. Typically, telephonic counseling is restricted to certain types of issues such as stress, anxiety and work related issues.

The triage therapist contacts the assessment provider and informs them that an individual or couple is being referred.

The individual or the provider will make the first contact based on preferences stated in the initial intake call.


the assessment process

assessment completed

  • After the assessment, the provider:
  • May have helped the individual resolve the presenting problem
  • May recommend ongoing care
  • The individual has the option of continuing with that provider though they are always given the option of another referral.
  • Coverage for ongoing care is coordinated with the employees insurance. Please advise of your insurance carrier during your initial call to EAP.
provider network standards
provider network standards
  • All providers must have a Masters or Doctorate degree and be licensed or certified to practice;
  • Minimum of five years In practice;
  • Professional office location;
  • Maintain membership in professional organization and complete ongoing education annually;
  • Define specialty areas of treatment;
  • Maintain malpractice insurance;
  • Demonstrate knowledge of community resources.
program promotion
program promotion
  • Posters
  • Brochures
  • Quarterly Newsletter
  • Employee Orientations
  • Website > Health and Wellness > Microsoft CARES
Program Evaluation
  • Utilization Reports

program evaluation

All services are confidential and are provided without cost to the employee and their benefit eligible family members.

making an appointment

Call toll free anytime


TTY 1.866.704.6355

Local 1.206.654.4144

On the web

http://myMicrosoftBenefits click on Health and Wellness and then Microsoft CARES click on Appointments

Knowledge of the program
  • Willingness to confront performance problems
  • Willingness to make a referral

supervisor’s role with the EAP

Unlimited confidential supervisory phone consultations
  • Job performance referral support
  • Psychological First Aid
  • Wellness and supervisor training
  • Facilitated group support

EAP resources for leaders

  • Documentation
  • Confrontation

performance management

The First Step

Observing changes in an employee work

pattern that violate policy and/or

adversely impact safety or job



Changes in personal habits

Increase in co-worker conflict

Increase in Absenteeism

Anger control problems

Difficulties concentrating

behaviors of a troubled employee

The second step

Write down the observed signs of change

Document - Avoid Diagnosis

    • State the specific problem
    • Highlight the company policy
    • Note expectations for improvement





meeting with the employee

  • The Third Step

Meet with the employee.

Tell the employee what you have noticed
  • Avoid accusatory language
  • Ask if there is a problem
  • Make a note of the discussion

informal discussion

Self Referral

Informal Referral

Formal Referral

Mandatory Referral

referral process

Generally, mandatory referrals are not encouraged for supervisors to address performance related issues. In very extreme situations, with the approval of the supervisor’s direct report and the legal department, with an endorsement by Human Resources, a mandatory referral may be required to address a performance issue.

Attitudes and Beliefs
  • Information
  • Awareness
  • Communication
  • Feelings

barriers to action

A process where a supervisor and/or co-workers contribute to an employee’s poor performance by making it possible or easy for the person to continue the behavior:




the tip of the iceberg

The supervisor is responsible for:

setting expectations, documentation and job performance feedback.

The EAP is responsible for:

identifying underlying causative factors.

Focus on recognizing positive behavior
  • Be Specific
  • Motivation—Toward the behavior you want
  • Self motivate—leadership books, tapes, seminars

recognizing accomplishments

A supervisory Resource
  • Not a substitute for performance management
  • Non-punitive and non-adversarial
  • Voluntary and confidential

in summary – the EAP is...


Call toll free anytime


Local 1.206.654.4144

TTY 1.866.704.6355

On the web > Health And Wellness > Microsoft Cares