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Aug 12, 2018

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Page 1: handbook - YourLifeAssistyourlifeassist.co.za/wp-content/uploads/2017/08/ewp-handbook_gene… · EWP Handbook 1 Contents About LifeAssist 2 Engaging People. The scope of the EWP 3

h a n d b o o k

Empl

oy

EE

pro

gra

mm

E

LifeAssist.

engaging people

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Contact LifeAssist.Call: 0860 72 22 72

SMS: 32341

Email: [email protected]

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.

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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.

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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

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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

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• 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.

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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.

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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

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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.

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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

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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:[email protected]

or Fax:0119121254

LifeAssisttorespondaspermitted

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

FormtobedownloadedfromtheEWPwebsite>

ResourceCentre> YourProgrammeForms>ComplaintResolutionForm

Completeandsigntheform.

Nominatepersonsotherthanyourselfifyouwantthemto

getfeedback

Scantheformand Email:[email protected]

or Fax:0119121254

Itwillbebroughttotheattentionof yourLifeAssistRelationshipManager.

WrittenfeedbackfromLifeAssist

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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.

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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

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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.

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• 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].

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Manager Referral Process

EmployeeorManagertodownloadEWPManagerReferralFormfromEWPwebsite>ResourceCentre>Yourprogrammeforms>ManagerReferralForm

EmployeeandManagermeettodiscusscurrent

performanceandcompletetheManager

ReferralForm

Scantheformandemailto [email protected]

+27119121254

LifeAssistcontactstheemployee

EmployeetotakecopyofManagerReferralFormto

1stappointment

Counsellorschedulessubsequentsessions withtheemployee

Assessmentoftheneedandreferralfor

counselling

1stAppointmentscheduled

CaseManagement Approve#ofsessionspercase

FeedbacktotheManagerafter1stappointmentand

onCaseClosure

1.TheManagercontactstheCareCentretoinformLifeAssistofthereferral

[OPTIONAL]

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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.

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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.]

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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.

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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.

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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

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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.

LifeAssist.