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LifeAssist.

engaging people

Contact LifeAssist.Call: 0860 72 22 72

SMS: 32341

Email: help@lifeassist.co.za

Website: www.yourlifeassist.co.za

SMS and email are not emergency response services, or a Please Call Me service. In case of emergencies please contact us telephonically.

VOLUNTARY • PRIVATE • CONFIDENTIAL

Beneficiaries: For you and your family.

The EWP is for the benefit of the Family Unit. Family Unit is defined as the employee of Board of Healthcare Funders of Southern Africa, his or her spouse or adult life-partner(s), children who are aged 13 years and older (natural, fostered or adopted), relatives of the employee and domestic worker/helpers, who work for the employee. Relatives, children and domestic worker/helpers must be financially dependent on the employee – and relatives must reside in the same household* as the employee. *Household is defined the same physical address as the employee. Tell us who you are and how we can help. When you, as the employee, contact LifeAssist, please provide us with your employee number and/or ID number. When a beneficiary of the programme contacts LifeAssist, please ensure they have your employee number and/or ID number handy. We will also ask the following information; name of employee and relationship to the employee.

This programme is sponsored by your employer out of concern for your health and wellbeing.

EWP Handbook1

Contents

About LifeAssist 2 Engaging People. The scope of the EWP 3 • CounsellingandAdvice 3-5 • Expertswithinreach.TheLifeAssistAffiliateNetwork 6-7Ethical principles • RighttoProfessionalism 8 • IndependenceandNeutrality 8 • RighttoProtection 8 • FreedomofChoice 9 • PrivacyandConfidentiality 9-10 How to use the EWP 11 • Processestoprotectprivacy 11-12 • Self-referral 13-14 • ManagerReferral 15-17 • ThirdPartyReferral 18-19Rules of engagement 19 •Making,confirmingandkeepingappointments 19-20

Exclusions 21Costs 22Online wellness 22-23

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About LifeAssist.

LifeAssisthasbeenchosenbyyourcompanytoprovideemployeewellbeingsolutions.ItisthepassionandpurposeofLifeAssisttomakeyourworldabetterplace.Helpingyoutodiscoverandexperiencemeaningandpurposeinyourpersonallifeandatwork.

Weinviteyoutodeveloparelationshipwithus,andtotrustourprofessionalteamtosupportandguideyouonyourjourneytowellness.ItwillbeaprivilegetoassistyouthroughthisEWP.

Youcanusetheprogrammeindependently,togetherwithafamilymemberor,ifyouwanttogrowyourpotentialandimproveperformanceatwork,youcanseekassistanceinpartnershipwithyourmanager.

EWP Handbook3

Engaging People. The scope of the EWP.

WORK LIFE PERSONAL

RELATIONSHIPS TRAUMA ADDICTION

DIET FITNESS FINANCIAL

Counselling and AdvicePsycho-social counsellingCounsellingisprovidedbypsychologists,socialworkers

andcertifiedcounsellorsonawiderangeofissuesthatimpactyourpersonal,family,socialandworklife,withinabriefsolution-focusedtherapymodel.

What is Solution Focused Therapy [SFT]? SFTisaspecialisedformofcounsellingthatisvery

successful.Itaimstoeffectchangeinapositivedirection.

Thefocusisonthepresentandthefuture,andnotonthe

past[‘big windscreen and small rear-view mirror’]andon

solutionsratherthanproblems.Itisgoal-orientatedand

encouragesresourcefulness,soyoucanexpecttoplayan

activeroleinyourcounsellingprocess.

LEGALHEALTH

LifeAssist.4

Trauma SupportBydefinition:Trauma is a real or perceived threat to a

person’s life resulting from an event that is outside of normal human experience and in which a person experiences intense feelings of fear, helplessness, or horror. A traumatic event involves actual or threatened death, violence or serious injury.

LifeAssist’s response includes:• Defusingforworkplaceincidents• Traumacounselling,preferablybetween24and72hours oftheincident

Diet / NutritionAdviceonthemanagementofenergy,weightandgeneral

health.Acaseismadeupofanassessmentandeatingplan,andthenafollowup.

FitnessAbiokineticassessmentandexerciseprescription topromotefitnessandinjurypreventionandrecovery.

HIV and AidsIncludeseducation,counsellingandhealthandlifestyleadvice–supportingthoseinfectedandaffectedbythispandemic.

Legal Adviceincludes,butisnotlimitedto:•FamilyLaw

• MatrimonialLaw• CommercialLaw

EWP Handbook

5

• PropertyLaw• WillsandEstates(excludingtrusts)• Criminaloffences(includingarrestandDUI)• 3rdPartyClaims(MVA,damagetopersonorproperty)• Humanrights

Financial Coaching•Financialliteracy

• Budgeting• Creditrestructuringrecommendations

Debt Counselling* ReferralintoourcontractednetworkofdebtcounsellorswhoareaccreditedbytheSouthAfricanNationalCreditRegulator[NCR].TheNCRrequiresthatthebeneficiaryisliableforthecostsofthisprocess.Costsareincludedintherepaymentplanoftheindividual,sotheydon’thaveafurthernegativefinancialimpact.

Includedinthisprocess:• Completionofafinancialneedsanalysis• Auditofallaccountsbeingpaid• Recommendationsastowherecreditcanberestructured• Completionofadetailedbudget• Obtaindebtinformationfromcreditors• Negotiatefavourablepaymentswithcreditors• Followuponbudgets–ensureadherence.

*ThisserviceisonlyavailableinSouthAfrica.

[RefertoExclusionsonpage21] 

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Experts within reach.ContactLifeAssistanytime,dayornight.ACareCentrecounsellorwillassessyourneedssothatyougetintouchwiththemostsuitableprofessionalandthemostappropriatetypeofsupport–eithertelephone,face-to-faceoremailcounsellingandadvice.YoucantalktousinEnglish,Afrikaans,isiXhosa,isiZulu,Sepedi,Sesotho,Setswana,Tshivenda,Xitsonga.Ifyourlanguageofchoiceisnotondutyatthetime,wecanarrangeforsomeonetocallyouback.WrittencommunicationisinEnglish.

Quality assured• Allcallsarevoicerecorded.• ACaseManagerreviewseachcaseandapprovesthenumberofsessionsaccordingtotheprofessionalguidelines.

The LifeAssist Affiliate Network.TheLifeAssistnetworkofprofessionals[Affiliates]includespsychologists,socialworkers,accreditedtraumaandHIVcounsellors,dieticians,biokineticists,financialcounsellorsandlawyers.LifeAssistaimstoreferyoutoaprofessionalwhoistherightmatch–takingintoconsiderationgender,culture,languageandlocation.PriorityisgiventoisthequalificationoftheAffiliate(scopeofpractice)inallreferrals.

EWP Handbook7

Counselling optionsWeoffercounsellingtelephonically,electronicallyandface-to-faceattheconsultingroomsoftheAffiliate.TheCareCentrecounsellorwillassessyourneedandrecommendthetypeofcounselling.

Face-to-face counsellingusuallytakesplaceattheconsultingroomsoftheLifeAssistAffiliate.Visitsarescheduledinyourpersonaltime–beforeorafterwork,andno-oneotherthanLifeAssistknowsthatyouhaveattended.

Counselling at the workplacecanbeofferediftheemployeragreesandifitispractical–e.g.thereisasuitablevenueandtheinterventiondoesnotneedspecialequipmentormaterials.

Visits in work time. TheEWPmaynotbeusedasareasonfornon-attendanceatwork.IftheemployeewishestousetheEWPduringworkhours,theemployeemustgetpermissionfromtheirManager.TheManagerdoesnotneedtoknowthereason.

TheManagerhasarighttodeclinethepermissionandtorequestanAttendanceNote.YoucanrequestanAttendanceNotefromyourtherapist.

LifeAssist.8

Ethical principles.

The right to professionalismAllbeneficiariesreceivethesamecarefulconsiderationandprofessionalassistance.

Independence and neutralityLifeAssistisindependentandwillnotbedrawnintoEmployeeRelationsordomesticissues.

The Right to ProtectionEmployeesseekingassistancewillnotbeviewednegativelybythecompany–infactitisaseenaspositive.

AnyonewhohasbeenauthorisedtoreceivepersonalinformationregardinganyEWPcaseisobligedtoprotecttheprivacyoftheEWPparticipant.

Y ou have the right to se rvice that is:

Profe ssion a l IndependentVolu nta ry Private

EWP Handbook9

Freedom of ChoiceTheoutcomesofcounsellingaresignificantlyimprovedwhenpeoplevolunteertheirparticipation.UtilisationoftheEWPisstrictly VOLUNTARY–evenwhenrecommendedbyamanageroraparent.

Privacy and ConfidentialityConfidentiality is the cornerstone of our business. Itisnon-negotiableandtherecanbezerocompromisewhenitcomestopeoples’lives.Thereareseriousconsequencesifconfidentialityisbreached.

LifeAssistwillnotrevealanypersonalinformationunless:• theindividualgivesconsent–inwritingorverbally(voicerecording)

• thelawrequiresdisclosure–e.g.acourtorderforrecords• itisbelievedthatlifeorsafetyisthreatenedbyfailuretodisclose–suchasariskofharmtoself(suicide)orothers(homicide),athreattosafetyattheworkplace,domesticviolenceorneglectorabuseofchildren.

What information do you give to my employer?Nopersonalinformationisgiven.Yourcompanygetsregularutilisationreports.Groupdataensuresthatitisnotpossibletoidentifyanythingpersonalinthereport.

LifeAssist.10

TheinformationisabouthowmanytimesLifeAssisthasbeencontacted,thecontactpoints,counsellingtype,summaryofreasonsandtheprofileofpeoplewhoarebenefitingfromtheEWP.Wemakerecommendationsforthecompanytoconsiderwhennecessary.

IfyouchoosetousetheEWPtoimproveyourworkperformanceinthecontextofaManagerReferral,yougivepermissionontheManager Referral FormforustogivefeedbacktoyourManagerand/oranyoneelseyounameonyourform.[RefertotheManagerReferralprocessonpages15-17]

Will my colleagues, life partner or family know if, or why, I am using the EWP?No–unlessyougiveuspermissiontotellthem.Processesareinplacetosafeguardyourprivacy.• AuthorisationtoReleaseInformation

• ComplaintResolution

• ManagerReferral

AlltheformsyouneedcanbefoundonyourEWPwebsite,intheResourceCentre>YourProgrammeForms.

How to use the EWP

EWP Handbook11

How to use the EWP.Processes to protect privacyAuthorisation to Release Information ProcessWecannottellanyoneifyouareusingtheEWPornotandno-oneoutsideofLifeAssistcanknowyourpersonalinformationwithoutyourpermission.Itisforthisreason thatyouneedtosignanAuthorisation to Release Information Form to enable us to disclose to anyone else.LifeAssistdoesnotdiscloseyourinformationtoyouremployerwithoutgoodreason.

Completeandsigntheform

FormtobedownloadedfromtheEWPwebsite>ResourceCentre>YourProgrammeForms>AuthorisationtoRelease

InformationForm

Scantheformand Email:help@lifeassist.co.za

or Fax:0119121254

LifeAssisttorespondaspermitted

LifeAssist.12

Complaint Resolution ProcessIfyouarenothappywiththeserviceyouhavetherighttolodgeacomplaint.LifeAssistwelcomesfeedback,intheinterestofimprovingourservice.TheComplaintResolutionprocessrespectsprivacy.ThesignedComplaint Resolution FormgivespermissiontotheLifeAssistpaneltostartinvestigating,whichmightwarrantlisteningtovoicerecordingsand/orviewingpersonalrecordsandcounsellingnotes.

FormtobedownloadedfromtheEWPwebsite>

ResourceCentre> YourProgrammeForms>ComplaintResolutionForm

Completeandsigntheform.

Nominatepersonsotherthanyourselfifyouwantthemto

getfeedback

Scantheformand Email:help@lifeassist.co.za

or Fax:0119121254

Itwillbebroughttotheattentionof yourLifeAssistRelationshipManager.

WrittenfeedbackfromLifeAssist

EWP Handbook13

Referrals.

WhenyoureachouttoLifeAssistforhelp,wecallthisa‘referral’,andweopena‘case’.Acaseismadeupofanumberof‘sessions’.Wemanageyourcasethroughthreetypesofreferral:

1Self-Referral

2ManagerReferral

3ThirdPartyReferral

1. Self-ReferralAself-referralispersonallymotivatedandinitiatedbythepersonwhoneedstheassistance.Thereareverygoodoutcomeswhenapersontakestheinitiativetoseekprofessionalcounsellingandadvice.No-onewouldknowthatyouhavechosentousetheservice.Whenanemployeeself-refers;• Managementisnotawareofyourparticipation,norwilltheybeinvolvedintheprocessunlesspermissionisrequiredfortimeoff.

• Noinformationisgiventothecompany.IfsomeoneelsefeelsitisappropriateforyoutousetheEWP,theycangiveyouthecontactdetailsandencourageyoutocontactLifeAssist.Ifyoutaketheiradviceandcontactus,itbecomesaself-referralandno-oneisentitledtoreceivefeedback.Thisincludesmanagementorcolleaguesatwork,parentsandlifepartners.

LifeAssist.14

IfyouwantLifeAssisttogiveanypersonalinformationtoanyoneelse,youneedtofollowthe Authorisation to Release Information Process. [Refertopage11]

ContacttheLifeAssistCareCentre

Assessmentofyourneed

Counsellingtype

Firstappointmentscheduled

CaseManagement

CaseClosedwhengoalshavebeenreachedorbeneficiary

optsout

Tele-counselling

Face-to-facecounselling

Emailcounselling

Counsellormakessubsequent

appointmentswith thebeneficiary

Numberofsessionsapproved

Self-Referral Process

EWP Handbook15

2. Manager ReferralIfitisapparentthatthereissomethingtroublinganemployeethatisaffectingworkperformance,amanagerorHRmaysuggestaManagerReferral.

Theearlyidentificationofunder-performingstaff,andtheirreferralintotheEWP,benefitsboththeemployeeandthebusiness–helpingthepersontofindsolutionstopreventfurtherlossofproductivity.

LifeAssistwillrespondwhenwereceivethe completedcompletedManager Referral Formthatissignedbytheemployee.

Confidentiality is assured.Theemployeeneedstoagreetothecounsellingandthenatureoffeedback.Wewillonlygivefeedbacktotheperson/swhoyounameontheform.

Feedbackislimitedtoprocessandprogress:• Iftheemployeekepttheappointment• IfLifeAssisthasrecommendedatreatmentplan• Whetherornottheemployeeagreestofollowtheserecommendations

TheEWPcanhelpemployeeswithchallengesthatcancompromisejobperformance.

A Manager Referral is a suggestion to seek assistance through the EWP – motivated by concern. Participation is voluntary.

LifeAssist.16

• Iftheemployeewillorwillnotneedtimeawayfromwork• Ifthesupervisorneedstobeinvolvedinsettingthedateonwhichtheemployeeisexpectedtoreturntowork.

LifeAssistwillnotinterferewiththeemployer’sperformancemanagementordisciplinaryprocess.

Itistheresponsibilityoftheemployeetoseekhelpforchallengesthataffecttheirworklife.IfanemployeeprefersnottogotherouteofaManagerReferral,theemployeeiswelcometoself-refertotheEWP,orseekhelpprivately.

Manager consultationLifeAssistofferssupporttomanagerstohelp

themtoleadthroughchallengingtimesandto

promoteemployeeengagementbymanaging

performanceconstructivelyandgrowingthe

potentialoftheirpeople.

AlessformalrouteistheManager-initiated Referral.TheintentionisfortheManagertoshowconcernbymakingtheemployeeawareofthesupportthatisavailablethroughtheEWP.IfthepersonchoosestocontactLifeAssist,itbecomesaSelf-Referral.ThereisnoneedforaManagerReferralForm,orfeedbackfromLifeAssisttotheManager,withouttheconsentoftheemployee[Refertopage11].

EWP Handbook17

Manager Referral Process

EmployeeorManagertodownloadEWPManagerReferralFormfromEWPwebsite>ResourceCentre>Yourprogrammeforms>ManagerReferralForm

EmployeeandManagermeettodiscusscurrent

performanceandcompletetheManager

ReferralForm

Scantheformandemailto help@lifeassist.co.zaorfaxto

+27119121254

LifeAssistcontactstheemployee

EmployeetotakecopyofManagerReferralFormto

1stappointment

Counsellorschedulessubsequentsessions withtheemployee

Assessmentoftheneedandreferralfor

counselling

1stAppointmentscheduled

CaseManagement Approve#ofsessionspercase

FeedbacktotheManagerafter1stappointmentand

onCaseClosure

1.TheManagercontactstheCareCentretoinformLifeAssistofthereferral

[OPTIONAL]

LifeAssist.18

3. Third Party ReferralCare and concern Weareoftenaskedtocontactsomeonewhoseemstoneedcounselling.Weneedtorespectprivacyandknowthatthebestoutcomesareachievedwhenpeopleaskforhelppersonally.Asaresultwedonotmakeoutgoingcalls.

ItisbesttogivethecontactdetailstothepersonandencouragethemtousetheEWP.

Ifitseemsthatthereisarisktotheirlife,ortheyposeadangerintheworkplace,orthereisdomesticviolenceorchildabuse,wewillreachout.

Wellness-related referralsInsomeworkplaceprogrammes,LifeAssistworksinpartnershipwithotherserviceproviderslikethemedicalaidscheme,disabilityinsureroroccupationalhealthclinic.Ifweidentifythatyoucouldbenefitfromtheservicesofanyofthesepartners,wecansuggestthatyoucontactthem,oraskyouiftheycancontactyou.Wecanonlyshareyourinformationwithyourconsent.Youhavetherightto‘useorrefuse’.Essentially,aself-referralresults.

You must respect privacy and should not talk about someone’s private life to other people without their permission.

EWP Handbook19

Parental referralAparentalreferralismadewhenaparenthasconcernsabouttheirchild.Ifthechildisyoungerthan13years,wecanguidetheparent.

Achildaged13yearsandoldercanrequesthis/herowncounselling.Theissueofconfidentialityiscriticalandfeedbackissubjecttothesameconditionsasforadultbeneficiaries.

Rules of engagement.

YouhaveanimportantroletoplaytoensurethesuccessoftheEWP.

Making appointmentsIfyourequirecounsellingoradvice,youneedtocontacttheCareCentre.Tellushowwecanhelpyousothatwecanarrangeforyoutoreceivethemostappropriateassistance.

Confirming appointmentsIfweareschedulingappointmentsfortele-orface-to-facecounsellingthatisnoturgent,weundertaketogetbacktoyouwithin48businesshours,duringwhichtimewewillmaketwoattemptstoreachyoutoconfirmanappointment.PleasereturnourcallASAP.Ifwedon’thearfromyouafterthetwoattempts,weassumethatyounolongerrequirehelp.Ifyoudon’thearfromuswithin48businesshours,pleasecontactus,asyoumayhavemissedourcalls.

Emergencyorhighriskcasesareattendedtowithinmoreurgenttimelines.[RefertoyourServiceLevelAgreement.]

LifeAssist.20

Contact boundariesWhenLifeAssistneedstoconfirmappointments,provide tele-counsellingoradviceortogivefeedback,weneedtoprotectyourprivacy.Tellushowyouwouldlikeustocontactyouandwhenitisconvenient.

ItisbesttogiveusyourpersonalmobilenumberwherewecanleaveavoicemailorSMSmessage.

Ifyouonlyhavealandlinenumber,wecannotleavemessagesatworkorathome.Ifyoudon’thearfromusin48businesshours,itisbestforyoutophoneustoconfirmyourappointment.

WewillreplybyemailorSMSunlessyouaskusnotto.

Keeping appointmentsPlease respect that even though there is no cost to you, the EWP is not free – your employer is sponsoring a professional service. Ifyoucan’tkeepanappointment(face-to-faceortelephonesession),pleasecallyourcounsellor/advisortocancelorpostponethesession.Thesoonerthebetter–weaskthatyoucontactusatleastadaybefore(24hoursinadvance),asthetimecanbeusedtohelpsomeoneelse.Ifyoudon’tcontactus24hoursinadvanceoryoudonotarrive,itisconsideredaFTA(FailuretoAttend)–alostopportunityandwasteofprofessionaltimeandmoney.

Itispossiblethatyoumaynotrelatetoyourcounsellor.Ifyouareuncomfortablewiththecounsellor,pleaseinformthecounsellorthatyouwon’tbecontinuingwiththem.AsktheCareCentretore-referyoutosomeoneelse.

EWP Handbook21

Exclusions.

• Longtermpsychotherapy• Psychiatry• Careercounselling• Aptitudeorpsychometrictests• Educationalassessments• Playtherapy• Medicalconsultation,diagnostictestsormedication• Rehabilitation• Financialadviceandpolicybrokering• Legalrepresentation,litigation,conveyancingandlabourlawmatters

TheEWPisnotareasontogettimeoffworkorareplacementforanycompanypoliciesordisciplinaryprocedures.

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Mind • Body • Family • Environment His Health • Her Health • Relationships Your Future • Financial • Retirement • Fitness Nutrition • Recreation • Addiction Work-life • HIV • Diabetes • Asthma Hypertension Tuberculosis • Multiple Sclerosis Epilepsy • Resilience • Sleep

Costs.TheseEWPservicesaresponsoredbytheemployeroutofconcernforyourhealthandwellbeing.

AnycoststhatariseinthefollowingcircumstancesarenotcoveredbytheemployerorLifeAssist:• Ifabeneficiaryseekscounsellingoradviceprivately,andthecounsellor/advisorisnotaLifeAssistAffiliate.

• IfthebeneficiaryconsultsaLifeAssistAffiliatewithoutbeingreferredbytheCareCentre.

• IfthebeneficiarycontinuestoconsultwiththeLifeAssistAffiliateoncethecasehasbeenclosedand/orfurthersessionshavenotbeenauthorised.

• WhenacaseisassessedasbeingoutsidethescopeoftheEWP,LifeAssistmightsuggestthatthebeneficiarygetshelpfromanappropriateserviceprovider.Thisistechnically‘referredout’.Itistheresponsibilityofthebeneficiarytotakeitfurther.

Online Wellness.

EWP Handbook23

VisittheEWPwebsitewhereyouwillfind• Awealthofinformationandinteractivetools.• InformationaboutyourEWP• Aphotogallerytorecordworkplaceactivities• OpinionpollsandFAQs• ResourceCentreforYour programme formsand aDIYtoolkit.

e-SupportGetintouchwiththeCareCentreonline:

1.Gotoe-Support

2.Choose •Ask-an-Expert •RequestCounselling •EmailCounselling

3.Telluswhoyouareandwhatyouneedandwewillrespondwithin48businesshours.

LifeAssist DirectAneNewsletterandDirectemailsaresentmonthlysothatwecandeliverwellnessandhealthinformationdirectlytoyou.Thesearesenttoyourcompanyemailaddress,andifyouoryourfamilywanttoreceivetheminyourpersonalmailbox,youareinvitedtoSubscribe.Ifyoudon’thaveanemailaddress,askHRoryourManagertomakeaplanforyoutoaccesstheEWPwebsitewheretheeNewsletter,LifeAssistDirectemailsandInFocusseriesofhottopicsarestored–makingiteasyforyoutodownload. and share.

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Notes

Sharing is caring.Take this handbook home and tell your family about the EWP so that they can benefit from the services. Remember to share your employee number and/or ID number with your beneficiaries.

The information in this handbook reflects the services contracted by Board of Healthcare Funders of Southern Africa as at March 2017. Refer to the Service Level Agreement.

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LifeAssist - a member of the LifeSense Group88 Oxford Rd, Houghton Estate, Johannesburg, 2198

www.lifeassist.co.za

© LifeAssist (Pty) Ltd.This handbook may only be reproduced with permission.

Designed by The Communication Craftshop.

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