Introduction to China EAP Service Center and Its EAP

Introduction to China EAP Service Center and Its EAP

Contents

1 What is EAP

2

What we are providing: CESC EAP Program 3

CESC EAP Team4

Overview of China EAP Service Center

Why do you need EAP service

Employees are concerned about:

Stress Management

Career & Workplace issues

Marriage & Family

Relocation & Cultural adjustment

Counseling issues for Chinese

0. 00%

10. 00%

20. 00%

30. 00%

40. 00%

Issues assessed during counsel l ing sessions and their frequency

Loves & Marri age

Chi l dren & El ders

Depressi on & Anxi ety

Career Devel opment

I mportant Personal Li fe Events

Occupati onal Stress

Changes at Workpl ace

Puzzl es at Work

Cri t i cal I nci dents at PersonalLi feI nter-personal Rel ati onshi p atWorkSoci al I nterpersonalRel ati onshi p

Why do you need EAP service

Management needs to consider :

Team building and management issues

Communication skills with subordinates

Coping with “problem” employees

Also offer a consultation service to the client corporation for an improvement of management and organizational optimization based on the services for employees

What Is EAP

EAP Services

Provides a professional, confidential, mental health service, for all employees and their immediate family. Help them, if in need, with any problems or concerns that affect their psychological or emotional well-being which will in turn affect their life quality and productivity

What can EAP do for employees

Offer professional personal consultation through hotline telephone service and face-to-face consultation service

Help them build a balanced work-life Help them build a balanced work-life

What can EAP do for management

Offer a management consultation service

Provide competence training workshops Provide competence training workshops

.

Decrease costs related to turnover,burn- out, absenteeism, and accident-related disability

Improve employee performance & increase productivity

Provide a proactive and preventivecrisis management approach

Benefits for organization

China EAP Service Center

The first firm in China specializing in providing EAP and psychological services to large corporations in China;

Focusing on a range of behavioral health services including psychological assessment, training, and counselling services to both local Chinese and expatriate employees

Headquartered in Shanghai with more than 20 service stations located in other major cities in China

Currently working for multi-national clients such as Johnson & Johnson, Alcoa, Google, Agilent, and other famous local companies like China Mobile ， Bank of China, and Vanke;

A network of over 200 professionals for China with different specialties including local Chinese professionals and foreign experts in the country

Through EAP, we are seeking for “Harmony”, “Love”, “Integrity”, and “Profession”

Service Brand

China EAP Service Center ( 中国 EAP 服务中心 ) as a special brand of Shanghai EAP Consulting Co., Ltd. is supposed to focus on:

Promoting EAP maximally in China

Exploring a new model for EAP which can be specially suitable for Chinese population

Demonstrating a qualified EAP service delivering model

Clients Service Experience

What we are providing

Understand the conditions of the employees’ mental health and their needs of EAP through survey and research.

To enhance the staff readiness and acceptance in using the

services

To offer the complete services to employees

(manager and staff) and their family members for their needs

and concerns through this program

To help organization assess the effectiveness of the program on people’s mental health, their behaviors and benefits to the organization in general.

Complete Complete Project Project

ManagementManagement

Service Promotion

Purpose:Purpose:

To increase employee awareness andacceptance to use the services

• HR launch letters via email or mail, phone card, brochure, and Poster

• Orientation Sessions

• Annual meetings

• Internal referral by HR Managers, and OH

• Family Day

• Intranet/Newsletters

Ways:Ways:

Service Delivering

Purpose:Purpose:

To maximize the services to employees (managers and staff) and immediate family members for their needs and concerns through this Program

• Call – Center ( 24/7/365 national toll-free lines & internet access)

• Individual counseling • English service • Referral service• Online service• Mental health survey• Group training • Managers consultation• Organizational feedback• Critical incident stress

management• On-site regular visiting

Ways:Ways:

Qualified SR/ intake counsellor

24/7/365 national toll-free lines & internet access

Calls pick-up within 30 seconds or 3 confirmed the format of counselling

24 Hours Call Center Service

Appointment (toll free, email, online) Number of Sessions (up to 6 sessions per issue) Formats of Counselling (face to face, telephone,

email, and multimedia) Issues to be covered: either for employees self or for

managers’ subordinates Service Hours: 7 X 24 hours for appointment

7 X 12 hours for counseling Venue: off-site and on-site sessions

Individual Counseling

Call Center and Psychological Counseling Flow

Referral

Case Recording & filing

Follow-up(after 90 days)

Appointment Counseling

Assessment & Counseling （ TC/F2F/MM ）

800-988-0826400-820-0141Internet

Emergency Services

Enquiry & Information Service

Taking Service Requests

Case management SupervisionFeedback (within 7 days)

If Needed

CESC has developed several ways in which to support and welcome overseas workers stationed in China. Whether this is a short or long term contact CESC can provide cultural induction courses and counselling support while they are working in P.R. China.

Induction Course: Given by both Chinese instructor and Foreign Expert who has

lived and worked in China for over five years. To introduce the culture, the life, the ideology, how to conduct

yourself and fit into your new world. To support via telephone difficulties with depression caused by

being home-sick, relationship difficulties or child mental health issues such as loneliness and making new friends.

Ways: English speaking 24/7 telephone support. Counselling by Western Psychologists or Counsellors. Workshops for Expatriates Other languages supported where possible by foreign experts.

English Service

Referral Service

Why we need referral?--Beyond our service scope or service capability--Ensure our customers to receive the right service

with appropriate resources

How we manage the referral case?--Decision based on client needs & case manager’s

judgment--Continued follow-up by CESC

Online Service

Purpose: All the employees can log on to the “Myself Help” website and choose different subjects to receive help from. Contents include psychometric testing, knowledge link, Case analysis, materials download center, etc.

Methods: Test on-line, browse web pages, download materials.

Mental Health Survey

For organization:For organization: • Overview of a whole picture of employee mental health• Establish a file of mental health for each employee• Screen for employees at risk and needing special care by both internal

physicians and external EAP• Adjust suitability of employees with their position if necessary based on

the survey results• Special industries safety requirements

For employees:For employees: • Increase self-awareness of their status of mental health• Promote their willingness of lifting the level of their mental health

through “Self-help Guidelines” (in both e-version and hard copy) and EAP

Objectives:

Group Training

Purpose:Purpose:

To maximally offer the services to employees (manager and staff) And their family members for their needs and concerns.

• Seminar • Mini Training • Workshop • Group

Counseling

Format: Catalog:

• Coping with change

• Stress Management• Emotion

Management• Self-development• Interpersonal

relationship• Working Life

balance

Managers Consultation

Purpose: To increase managers’

ability to deal with issues of

subordinates

Contents: Group Sessions for Managers Manager Hotline

Manager Referral

Organizational Feedback

Purpose:Purpose: Help organization monitor the

progress and quality of the Program and gather information from the program to improve management and policy delivering

Contents: Regular Statistical Feedback Report

Immediate Feedback System on management issues with the permission of employees Account Management

Contents

Part 1 Background of the EAPPart 2 Review of the EAP

Unit 1 Individual Counseling• The Statistical Number of the EAP• Basic EAP Summary• Estimated utilization rate of the branches• The promotion of EAPUnit 2 The EAP Related TrainingsUnit 3 Employee Mental Health Survey• EMHS of ALCOA• Comparing within Companies

Part 3 DiscussionUnit 1 Several issues from the last year EAPUnit 2 EAP relevant trainings/seminarsUnit 3 New service formats of programsUnit 4 How to cooperate with HR department?

Part 4 Other issues to be raised by the EAP coordinatorsPart 5 Action plans for the next contract period

Annual Report Contents

Goal: To provide immediate on-site counselling and crisis

management to restore order and minimize any post-traumatic stress symptoms.

Services & Features: Preventive crisis management Critical Incident Stress Debriefing (CISD) On-site counseling support Emergency Hotline Assistance on request

Critical Incident Stress Management (CISM)

Service Evaluation

Myself help online CTR & Feedback

Evaluation system

ROI

Employee Satisfaction Investigation

Employee Mental Health Survey

Promotion Evaluation

Call Center and Counseling Evaluation

Training Evaluation & Feedback

Result Evaluation

Process Evaluation

Appointment form (SR/internet)

Case check list (SM) Counseling note (C)

Feedback survey I. II (SR)

Case filing (SR)

Supervision form (CM)

Referral form (SM)

Case Management

Complaining Management

Review the problems and difficult issues

Follow-up after 90 days and case filing

Feedback within 7 days

Communicate with counselor

Our Service Team

OperationDivision

Account Management

Clinical Service Management

Marketing & Sales

Current Clients Management

Case Management

Call Center Management

Affiliates Network

Management

Management of CESC’s professional team

We consider that the management of professional team as one of the most important factors for CESC’s current service quality and capacity for future expansion.

We strictly follow EAPA’s criterion for our EAP Professionals’ management with the ways as: Recruiting Case management Training Supervision Re-credentialing

We are going to use OQ45/30 as the way for the quality control of EAP counseling session

Senior Consultants

We have the following external Senior Consultants, supporting CESC’s work in both professional and business development, they are: Dr. Dennis Derr Mr. Tony Buon Dr. Huang Shuzhen Professor Zheng Richang

Senior Consultants also helps us to train our counselors or psychologists through Supervision or special training programs

Dennis brings the consortium global recognition for tracking business environment, human resource and workplace trends related to the broad issues of workplace behavioral health, EAP and wellbeing, and their impact upon business and government. He is also recognized as one of the foremost evaluators of EAP design and operations for Fortune 500 companies. Dennis has been linked with China EAP Service Center since June 2004 with his enthusiastic to the promotion of EAP and Human Resource Management services to China.

Senior Consultants 1

Tony has over 20 years experience in workplace training, coaching and counseling. He is a Certified Employee Assistance Professional (CEAP), a qualified workplace mediator and experienced workplace psychologist. Tony has worked with over eighty of the top 100 global companies and has consulted with government and non-government agencies in over twenty countries. Since 2005, Tony joined the team of professional advisors for China EAP Service Center, especially for liaising CESC with global EAP providers and potential international clients et.

郑日昌教授，北京师范大学心理学院博士生导师、心理学教授。曾先后在美国教育测验中心、匹兹堡大学、大学考试中心作访问学者，在比利时布鲁塞尔国际笔迹学研究所和英国利物浦大学彻斯特学院合作研究，并在澳大利亚新南威尔士大学心理学院任客座教授。郑教授经常到中国各地演讲，并通过报纸、杂志、广播、电视等大众传媒推动心理学知识的普及与应用。

Senior Consultants

Dr. Stephen Myler is from England, he holds a B.Sc (Honours) in Psychology from the UK’s Open University the largest in the UK; he also has an M.Sc and Ph.D in Psychology from Knightsbridge University in Denmark. In addition to this Stephen holds many diplomas and awards in a variety of academic areas including journalism, finance, teaching, EAP and advanced therapy for mental health. Stephen has as a Professor of Psychology has many years teaching experience in colleges and universities in England and China. Stephen is also well published in Chinese mental health and culture.

Jane Xu studied developmental and educational psychology in Institute of Psychology, CAS. While receiving abundant related training, Jane has over 10 years experience in counselling and coaching. With the professional credentials as a Grade 1 Counsellor, Grade 2 Counsellor and CBT Psychologist, Jane is active in individual consulting, workshop and group coaching. She is skilled in organizing activities and group training. After working as a trainer and a manager for years , Jane has accumulated plentiful experience on companies.

Senior Consultants 3

Dr. Zhu has the long-term learning and working experience in Western countries, and he makes well acquainted with the difference between western and eastern culture, knows how to combine the excellent management conception and mode of west with social and cultural characteristic of the east. In 1999, Dr. Zhu brought the conceptions and service mode of EAP back to China. He accumulates rich experience and meanwhile, he gropes for the EAP design solution and implement mode which not only strictly take the international EAP service criteria but also accord with the China’s actual society situation.

Strategic Partnership

Currently we are allied with the following EAP organizations for both our business development and service expansion: Taiwan: Double F for joint training programs and

support to each other for EAP services Hong Kong: Quality HealthCare, Psychological

Service Group, currently working with us for J&J Hong Kong’s EAP

US: ComPsych International, as its local affiliate partners for multinational clients

UK: ICAS International, as its local affiliate partners for multinational clients

★

★

★

★

★

★★

★

★★

★★

★★

★

★★

★

★

★★

★

★

City Coverage of CESC’s Counselors

The core service team is led by Dr. Zhu has with Ph.D., Masters, and Bachelors in Psychology or related majors.

Supported by more than 210 affiliate professionals with different specialties covering 26 major cities in China to deliver face-to –face counseling, telephone counselling and training services for our national clients

Expatriate psychologists available in Beijing and Shanghai for expatriate employees of our clients

Counselor team

Counsel l ors' Mal e- femal eRati o

38%

62%

Mal e

Femal e

Counsel l ors' Age Di stri buti on

51%

25%

22% 2% 25-3536-4546-5556 and above

Counsel l ors' Professi onalBackground

13%17%

57%

13%

Psychol ogi stDoctorSupervi sorI nstructor

Counsel l ors' Educati onBackground

59%

30%9% 2%

B. S.M. S.Ph. D.Post - doctral

Network Counselors’ Profile 1

5

34

54

29

32

7

32

27

22

10

10

9

0 10 20 30 40 50 60

No.

Nursi ng Ki ds

Teenage Devel opment

Love and Marri age

Fami l y Matters

Addi cti on Probl em

Work-Li fe Bal ance

Career Devel opment

Worki ng Stess

Management Ski l l

Rel ati onshi p at Workpl ace

I mportant Li fe Events

Cri t i cal Events

Scopes

Counsel l ors' Scope

Network Counselors’ Profile 2

Thank you very much!