The Informal EAP Referral

1. Approximately 93% of all EAP use triggered by supervisor or manager involvement are “Informal EAP Referrals.” In recent years, Connections surveyed all EAP users asking this question, “Did anyone at work suggest the EAP may have useful resources for you prior to your first contact with Connections?”   Over 50% of Connections EAP users answer this with a “YES”! This ‘informal’ EAP referral is made by supervisors, managers and HR staff.
2. “Self-disclosure” is the common informal EAP referral trigger. Pay close attention to comments or stories told by employees. Resist the temptation to elicit or pry into further personal details, but listen carefully so you can respond with understanding and concern.  Self-disclosure may range from a brief employee comment to a repeated pattern where the supervisor is the “shoulder to cry on.”
3. Procedure and practice; a helpful “how-to” review for making successful informal referrals.
   1. Listen, accept and validate what you hear, just remember, you are not obligated to fix it! Sample supervisor responses:
      “I can see that your situation is very emotional for you!”
      “Your pain (hurt, disappointment, embarrassment, etc.) is intense.”
      “That’s a lot of pressure on you!”
   2. Respect and Courtesy is number one! Do not judge the employee as “too worried” or “too sensitive.”   Recognize that different people are affected in different ways and to different degrees.  Sample response:
      “I sense that this puts you under a lot of stress”
   3. Firm boundaries introduce accountability for getting the job done.
      1. Use proper pronouns to let employees own the responsibility for their issues.
         “I can hear you are under a lot of pressure, are you looking for resources to provide support or coaching?”
         AVOID using the “we” pronouns! The proverbial monkey will be on the supervisor’s back if you say:
         “We’ve apparently got a high pressure situation here. Let’s take a look at what we can do about it.”
      2. Point out job responsibilities and least disruptive alternatives.
         “I realize this situation is very emotional for you, are you concerned about getting your work done today?”
4. Add the action step – Refer to EAP! Tell the employee that their distracting issues are exactly why we have the EAP helpline. Obtain a Connections flyer from your HR department or from us by emailing a request to info@connectionseap.com  or calling 800-779-6125. If the employee leaves your office with the EAP phone number in their hand, they are much more likely to follow through and make the call!
5. Leadership staff must initiate the conversation when they see evidence of stress with employees who do not self-disclose.  Always give feedback about observations made at work. Pro-act! Don’t “wait till things get worse” or “see if things get better”

HELPFUL “HOW-TO” STRATEGY

1. Use “open-ended” questions following an observation to minimize defensiveness and fear.
   “I really miss your joke of the day! What happened to the smile?”
   “Calling John an S.O.B. was not usual for you!  Where’s the good humor we’re used to?”
   “The mistakes on the schedule two weeks in a row is not like you! What’s happening?”
2. When the answers to these questions yield an indicator of personal stress, suggest EAP and provide the brochure and/or phone number (800-779-6125.)
3. When you do not get any self-disclosure in answer to the questions in “3” above, point out that counter-productive behavior or health problems interfere with excellent team-work and production. Remind the employee you expect a 100% contribution and if anything is interfering with their ability to contribute at work you expect them to contact EAP for resources. Provide the brochure or phone number (800-779-6125)
4. Use optimistic/positive expectations.  Approach employees with past contributions and successes.
   “You have a great history of reliable attendance…”
   “Your production this summer has been exemplary, I concerned you may be jeopardizing that record!”
   “You’ve been a bright spot – always giving your best to the team…”
5. Always express confidence in the EAP process.*
   “You will feel better if you see some hope. An EAP solution plan can give some hope!”
   “Of course I expect you to use the EAP, it’s completely confidential.”
   “The EAP is a benefit and resource designed to resolve those things that distract us from doing a good job.”

*When an employee asks further details about the EAP service, dial the EAP (800-779-6125) hand the phone to them and suggest they ask the questions directly to the EAP.