EAP services for performance management and crisis response

A primary purpose of any EAP is to help employees identify and resolve personal problems that may interfere with job performance. EAPs also help organizations triage and respond to traumatic situations experienced by groups or individuals.

Three Washington State EAP services — formal referrals, critical incident response, and support for managing personal crises — can help supervisors, managers, and HR resolve performance issues and recover from crises and traumatic events.

Referrals as performance management tools

Supervisors can use EAP referrals as part of an effective performance management strategy. Referrals help supervisors and managers fulfill their responsibilities while connecting employees with trained professionals who can help.

Understanding the different types of referrals helps you best meet the employee’s needs.

• Self-referrals — your employee independently contacts the EAP for a confidential appointment. Job performance problems may or may not exist. You will not be notified of EAP contact without your employee’s consent.
• Informal referrals — management suggests the employee connects with the EAP, and the referral is not for work performance problems. You will not be notified of EAP contact without your employee’s consent.
• Formal referrals are when you as a supervisor or human resource manager refer an employee to the EAP for work performance problems. When we have the referral information from you, we can let you know if your employee contacted the EAP.

It’s important to know that a formal referral is not a substitute for discipline. Instead, it is one of several tools supervisors, managers and HR can use to support employees and manage work performance. To make a formal referral, notify the EAP before your employee contacts us, so we can better understand the situation.

Critical incident response for traumatic events

A critical incident is any event that has the power to overwhelm typically-effective coping skills. Some examples of critical incidents include threats of violence, natural disasters, accidents, and employee deaths or suicides.

Employees who are impacted by traumatic events might show symptoms like:

• Increased absenteeism
• Reduced productivity
• Inability to focus, concentrate, or remember
• Increased errors
• Lowered morale
• Generally disrupted work performance

All levels of workers can be affected including you as management. You have the dual role of managing the workplace as well as taking care of yourself. The EAP’s critical incident response services can help you meet these needs by:

• Helping identify critical issues, next steps and potential risks to individuals and the organization.
• Giving supervisors and managers the tools and resources to support individuals and groups before, during, and after an event.
• Providing incident stress management including management consultation, de-escalation, debriefing, and follow-up.

The best way to determine if EAP’s critical incident response is needed is to ask staff directly about their needs. You can request a consultation online or by calling 877–313 4455. Visit our Incident Stress Guide for Managers to learn more.

Managing with care during personal crises

When your employees show signs of emotional distress, it can be hard to know what to say and do. In a 2018 article for the Harvard Business Review, leadership experts Linda Hill and Annie McKee share their recommendations:

• Make yourself available, but don’t pry. Maintain an atmosphere of compassion. Recognize they are going through a tough time without asking too many questions.
• Listen first. Know what you can offer (flexible hours, for example), but hold off on suggesting solutions or actions. Ask how you can be supportive.
• Manage expectations. Set a timeline for temporary accommodations (adjusted workload, for example) and a check-in meeting to discuss next steps.

In some situations, you may be concerned that an employee is considering suicide. Here’s what you can do:

• Know the signs. Take other employees’ concerns about the person seriously.
• Call 911 if someone is at immediate or imminent risk of suicide.
• Get professional consultation. Call the National Suicide Prevention Lifeline at 1–800–273–8255, or the Washington State Employee Assistance Program at 1–877–313–4455.
• Express concern. Let the employee know you care about them. Ask directly if they are thinking about suicide.

Visit the EAP website to learn more about suicide prevention in the workplace.

Preventive actions can help establish a workplace culture that promotes well-being and employee safety. Normalize care for mental health by regularly promoting awareness of EAP services and resources. Get training and education on issues like mental health first aid, burnout, depression, and suicide prevention.

As a supervisor or manager, you have many responsibilities, and your EAP is here to support you.

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The Washington State Employee Assistance Program (EAP) is a free, confidential program created to promote the health, safety and well-being of public service employees. The EAP is available to provide confidential and expert consultation in a variety of areas. Reach out to EAP online or by calling 877–313–4455. To find out if the Washington State EAP serves your agency or organization, contact your supervisor or human resources department.

Links to external websites are provided as a convenience. The Employee Assistance Program and the Department of Enterprise Services do not endorse the content, services, or viewpoints found at these external sites. Information is for general informational purposes only and is not intended to replace the counsel or advice of a qualified health or legal professional. For further help, questions, or referral to community resources for specific problems or personal concerns, contact the EAP or other qualified professional.