Donald G. Jorgensen, Ph.D., CEAPRandal Brooks, MA, LPC, LISAC, CEAP

Jorgensen/Brooks Group Tucson, AZ (USA)

www.jorgensenbrooks.com

DEMONSTRATING EAP VALUE: DEMONSTRATING EAP VALUE: PREACHING WHAT YOU PRACTICEPREACHING WHAT YOU PRACTICE

DEMONSTRATING EAP VALUEDEMONSTRATING EAP VALUE

How does your EAP calculate the How does your EAP calculate the economic benefit provided to the economic benefit provided to the employer or host organization?employer or host organization?

How do you demonstrate the How do you demonstrate the effectiveness of the EAP?effectiveness of the EAP?

DEMONSTRATING EAP VALUEDEMONSTRATING EAP VALUE

The 2 Key Value Indicators:The 2 Key Value Indicators:

The Return on Investment – ROIThe Return on Investment – ROI

EAP Service EffectivenessEAP Service Effectiveness

A “FULL-SERVICE” EAPA “FULL-SERVICE” EAP

“ “A comprehensive or full-service EAP A comprehensive or full-service EAP embraces EA core technology as the embraces EA core technology as the

foundation or philosophy from which the foundation or philosophy from which the service array is established.” service array is established.”

DEMONSTRATING EAP VALUEDEMONSTRATING EAP VALUE

An effective EAP outcomes system should: An effective EAP outcomes system should:

Address the primary needs of the host Address the primary needs of the host organizationorganization

Document the economic benefit or ROIDocument the economic benefit or ROI

Provide a competitive advantage for the Provide a competitive advantage for the full service EAPfull service EAP

DEMONSTRATING EAP VALUEDEMONSTRATING EAP VALUE

““HOW an EAP communicates the value and HOW an EAP communicates the value and benefit of their services is as important as benefit of their services is as important as WHAT information is provided to the client WHAT information is provided to the client

organization.”organization.”

Utilization SummaryUtilization Summary(A Typical Format)(A Typical Format)

-This Period- -This Period- 1/1/2005 to 12/31/2005 1/1/2005 to 12/31/2005 Count Count % %

Client Case Activity SummaryClient Case Activity Summary Number of new cases Number of new cases 337 5.19% 337 5.19% Employee Cases Employee Cases 232 3.57% 232 3.57% Non-Employee Cases Non-Employee Cases 105 105 Number of pre-existing cases with activity Number of pre-existing cases with activity 27 0.42% 27 0.42% (Cases with Contacts or Referrals) (Cases with Contacts or Referrals) Employee Cases Employee Cases 16 0.25% 16 0.25% Non-Employee Cases Non-Employee Cases 11 11 Total for all casesTotal for all cases 366 5.63% 366 5.63% Employee Cases Employee Cases 250 3.85% 250 3.85% Non-Employee Cases Non-Employee Cases 116 116

Total Cases and Workplace Consults Total Cases and Workplace Consults 366 5.63% 366 5.63% Total Cases, Workplace Consults & Auxiliary Svcs. 453 6.97% Total Cases, Workplace Consults & Auxiliary Svcs. 453 6.97%

Economic Value Analysis and Economic Value Analysis and CalculationCalculation

The economic value of EAP services is based The economic value of EAP services is based upon the identified business costs associated with upon the identified business costs associated with a specific problem suffered by the employee or a specific problem suffered by the employee or their dependent. their dependent.

““Business costs avoided” were calculated for a Business costs avoided” were calculated for a

ninety-day period only.ninety-day period only.

Economic Value Analysis and Economic Value Analysis and CalculationCalculation

Sample Format:Sample Format:

Service Category: Service Category: # of Category Business Satisfaction # of Category Business Satisfaction Economic Economic

Clients x Cost = Cost Avoided x Rate = Clients x Cost = Cost Avoided x Rate = Value Value (3 mo.) (3 mo.)

Mental Health:Mental Health:DepressionDepression 8 x 3,794.36 = 30,354.88 x 98% = 8 x 3,794.36 = 30,354.88 x 98% =

$29,747.78$29,747.78

Addiction:Addiction:Drug AbuseDrug Abuse 7 x 4,278.08 = 29,946.56 x 98% = 7 x 4,278.08 = 29,946.56 x 98% =

$29,347.63$29,347.63

Totals:Totals: 1515 $59,095.41$59,095.41

EAP SERVICE EFFECTIVENESSEAP SERVICE EFFECTIVENESS

1. Clinical Effectiveness Measure:1. Clinical Effectiveness Measure:

Pre & Post EAP Problem Severity RatingPre & Post EAP Problem Severity Rating• Measures degree of problem resolution or Measures degree of problem resolution or

improvement improvement • Rating determined by the EAP client Rating determined by the EAP client • Simple data collection andSimple data collection and

measurement systemmeasurement system

EAP SERVICE EFFECTIVENESSEAP SERVICE EFFECTIVENESS

1. Clinical Effectiveness Measure:1. Clinical Effectiveness Measure:

Pre & Post EAP Problem Severity Rating Pre & Post EAP Problem Severity Rating (2005)(2005)

““How would you rate the severity of this How would you rate the severity of this problem?”problem?”

5 = severe5 = severe 1 = resolved1 = resolved

Prior to EAP service: 4.5 Prior to EAP service: 4.5 averageaverage

After EAP service:After EAP service: 0.8 0.8 averageaverage

EAP SERVICE EFFECTIVENESSEAP SERVICE EFFECTIVENESS

2. Workplace Clinical Effectiveness Measure:2. Workplace Clinical Effectiveness Measure:Reduction in Absenteeism Reduction in Absenteeism (management (management referrals)referrals)

Questions:Questions:Average number of days absent in the 30 days Average number of days absent in the 30 days prior prior to EAP contact?to EAP contact?

Average number of days absent in 30 days Average number of days absent in 30 days afterafter EAP EAP contact? contact?

EAP SERVICE EFFECTIVENESSEAP SERVICE EFFECTIVENESS

2. Workplace Clinical Effectiveness Measure:2. Workplace Clinical Effectiveness Measure:Reduction in Absenteeism Reduction in Absenteeism (management referrals)(management referrals)

Questions:Questions:Average number of days absent in the 30 days prior to Average number of days absent in the 30 days prior to EAP contact?EAP contact? 2005: 5.6 days2005: 5.6 days

Average number of days absent in 30 days after EAP Average number of days absent in 30 days after EAP contact? contact?

2005: 0.7 days2005: 0.7 days

THE EAP IMPACT RATETHE EAP IMPACT RATE

A new, balanced scorecard approach to measuring A new, balanced scorecard approach to measuring the total value of all EAP services provided to an the total value of all EAP services provided to an organization. organization.

The Impact Rate serves as a predictive indicator of The Impact Rate serves as a predictive indicator of the benefit provided by the EAP. the benefit provided by the EAP.

The EAP Impact Rate provides a more accurate The EAP Impact Rate provides a more accurate picture of the total level of service and support picture of the total level of service and support provided than a provided than a clinical utilization rate. clinical utilization rate.

So…So…

How Does This Report Help How Does This Report Help Me to Practice What I Me to Practice What I

Preach?Preach?

EAP as a Commodity

EAP is not an commodity – you EAP is not an commodity – you cancan differentiation your differentiation your “product” from another based “product” from another based on factors other than money. on factors other than money.

Don’t believe the nay-sayers.Don’t believe the nay-sayers.

““The Importance of Being The Importance of Being Different “ Intuitive, Thinkers, Different “ Intuitive, Thinkers,

Feeling and SensingFeeling and Sensing

IntuitiveIntuitive – Show them the possibilities – Show them the possibilities and where you are going next.and where you are going next.

ThinkersThinkers – present logical bottom-line – present logical bottom-line about products and servicesabout products and services

FeelersFeelers – Present third-party – Present third-party endorsement and testimonialsendorsement and testimonials

Sensors Sensors – Let them understand the – Let them understand the context of the reportscontext of the reports

If All Things Are Equal – If All Things Are Equal – Trust Makes the DifferenceTrust Makes the Difference

Find the value matches between you and Find the value matches between you and your customer’s way of doing businessyour customer’s way of doing business

Put your customers interest first – Put your customers interest first – strengthen the partnering relationshipstrengthen the partnering relationship

Create continuous improvement- faster, Create continuous improvement- faster, better, easierbetter, easier

Manage moments of truth – interactions Manage moments of truth – interactions with the customerwith the customer

Run towards problems – show your Run towards problems – show your responsivenessresponsiveness

Document all of the above on your reportsDocument all of the above on your reports

Selling Points Selling Points (when it’s not a commodity)(when it’s not a commodity)

Economic ValueEconomic Value (Thinkers and Sensors Like this) (Thinkers and Sensors Like this)

Let them know right away that you are going Let them know right away that you are going to save them money. More than a cookie to save them money. More than a cookie cutter EAP!cutter EAP!

Service EffectivenessService Effectiveness ( (Intuitives and Feelers like Intuitives and Feelers like this)this)

“ “If we can decrease the use of sick days by If we can decrease the use of sick days by 500% think of the possibilities. Look at the 500% think of the possibilities. Look at the help we are offering!”help we are offering!”

Separate Yourself From the PackSeparate Yourself From the Pack

Client Satisfaction:Client Satisfaction: If you have a 97% satisfaction rate If you have a 97% satisfaction rate and query clients for testimonials you and query clients for testimonials you will make those feelers and intuitive will make those feelers and intuitive folks very happy!folks very happy!

““Spectacular service!”Spectacular service!”““Counselor was wonderful!”Counselor was wonderful!”““Work relationships improved!”Work relationships improved!”““Appreciate service availability!”Appreciate service availability!”

The Herd Mentality Must EndThe Herd Mentality Must End

Impact Summary:Impact Summary: If you have the ability to If you have the ability to impact 20 – 40 % of the workforce why impact 20 – 40 % of the workforce why would you not tell management about it? would you not tell management about it?

Clinical Service Utilization:Clinical Service Utilization: Now talk about Now talk about the items you usually discuss at the the items you usually discuss at the beginning of your report – and compare beginning of your report – and compare yourself with the national average (+/- yourself with the national average (+/- 5%).5%).

Let them know that many companies are Let them know that many companies are proud of only a 2 – 3 % utilization! proud of only a 2 – 3 % utilization!

EAP SERVICE DEMOGRAPHICSEAP SERVICE DEMOGRAPHICS

DemographicsDemographics

““Assessed Problem”… A pretty graph, Assessed Problem”… A pretty graph, but how does that impact their but how does that impact their business? business?

Tell them!Tell them!

““Did you know Mr. Businessman that the Did you know Mr. Businessman that the work group struggling the most are the 30 work group struggling the most are the 30 – 59 year olds? If it will increase – 59 year olds? If it will increase productivity may we offer additional productivity may we offer additional services to assist those midlife issues? “services to assist those midlife issues? “

Performance StandardsPerformance Standards

““How does this kind of efficiency sound to you How does this kind of efficiency sound to you Mr. Thinker and Sensor?” Measure Mr. Thinker and Sensor?” Measure everything!everything!

Call ResponseCall Response Training Training

Scheduling Scheduling Consultation servicesConsultation services

Utilization Utilization Response to inquires Response to inquires

CISM CISM Complaints/ResolutionComplaints/Resolution

Reporting CyclesReporting Cycles Company SatisfactionCompany Satisfaction

WWWWWW Problem Resolution standardProblem Resolution standard

Providers SatisfactionProviders Satisfaction

Bragging Is ExpectedBragging Is Expected

What separates you? What separates you? Tell them!Tell them!

New newsNew news ArticlesArticles

What is new in your world… What is new in your world… your your region,region, c countries, business coverage ountries, business coverage (Intuitives and feelers are going to love (Intuitives and feelers are going to love you for this)you for this)

Prove Your PositionProve Your Position

Thinkers and Sensors:Thinkers and Sensors: Prove your data – where did you get itProve your data – where did you get it Rationale behind your assumptionsRationale behind your assumptions Be realistic – don’t over promiseBe realistic – don’t over promise Post your citationsPost your citations Encourage dialogueEncourage dialogue

Finally…Make It HappenFinally…Make It Happen Is it the truth?Is it the truth?

Don’t Over SellDon’t Over Sell

Turn down business you can’t handleTurn down business you can’t handle

Do not over invest with any company or Do not over invest with any company or proposalproposal

Share your successShare your success

Get out of your head and on the phone, Get out of your head and on the phone,

on the internet and in the community on the internet and in the community

DEMONSTRATING EAP VALUEDEMONSTRATING EAP VALUE

““EAP provider organizations who effectively EAP provider organizations who effectively communicate the value of their services in communicate the value of their services in

a format that respects the needs of the a format that respects the needs of the recipient will gain a competitive recipient will gain a competitive

advantage advantage

in the EAP marketplace.” in the EAP marketplace.”

DEMONSTRATING EAP DEMONSTRATING EAP

VALUEVALUE

Donald G. Jorgensen, Ph.D., CEAPDonald G. Jorgensen, Ph.D., CEAP

Randal Brooks, MA, LPC, LISAC, CEAPRandal Brooks, MA, LPC, LISAC, CEAP

Jorgensen/Brooks GroupJorgensen/Brooks Group

www.jorgensenbrooks.comwww.jorgensenbrooks.com

Thank you