Minutes of the National EAP Advisory Committee

INTRODUCTIONS

Since there were new faces around the table, each person was invited to introduce themselves.

OPENING REMARKS

The Director General, Workplace Relations and Compensation Directorate, Claude Tremblay, welcomed everyone, particularly Myriam Pierre‑Louis, Employee Assistance Program (EAP) Coordinator-counsellor (C‑C) at Headquarters, who will occupy the Senior EAP Advisor position for the summer; and Lucie Houle who was appointed to the position of Director, National Conflict Resolution and National Employee Assistance Program Offices Division, effective May 6, 2013. Due to operational requirements, Ms. Houle will continue to assume the responsibilities of her current position, and Hélène Grandmaître will remain the Acting Director for the time being.

Claude Tremblay also said a few words on the new ʺNational Standard of Canada for Psychological Health and Safety in the Workplaceʺ. The Canada Revenue Agency (CRA) will be taking a look at it more closely and determine its application within our organization. There have already been meetings with the unions on the standard and discussions will continue.

Bill Blair, Union of Taxation Employees (UTE) representative, thanked the National EAP Office (NEAPO) for providing the speakers for their most recent conference. The sessions were well received and the speakers represented CRA very well. He added that he was pleased to be at the National EAP Advisory Committee (NAC) meeting and expressed a sense of pride for belonging to a committee that functions so well. He highlighted how important it is to focus on the health and well-being of CRA members/employees who are experiencing difficulties given the current climate of change and uncertainty.

Bill Blair also thanked NEAPO for the opportunity to attend the Referral Agent (RA) Basic Course as an observer. He thought it was excellent and well done, and that the candidates were all extremely professional.

Hélène Grandmaître commented on the positive nature of this committee and thanked Lucie Houle and Myriam Pierre‑Louis for being there.

1. COMMITMENTS FROM LAST MEETING

NEAPO apologized for the delay in sending the minutes from the December 12, 2012 meeting.

NEAPO reviewed the commitments made at the last meeting and the actions taken with respect to each one. Additional items derived from this item will be covered in the ʺUpdatesʺ section of the meeting.

2. 2012-2013 EAP STATISTICS/ANNUAL REPORT

NEAPO provided an overview of the 2012-2013 annual statistics. The document was shared prior to the meeting. A little bit of data still needs to be added, but it will change the overall numbers minimally. Highlights include the following:

• Since 2007, the utilization rate has remained above 14%. This year, it went from 14.9% to 14.2%. This is the first time in seven years that there’s a decrease in utilization rate. Note that there were two fewer C-Cs on staff for most of the year.

• New for 2012-2013 is the tracking of crisis calls received by the C-Cs. There were 29 such calls during that period.

• There were 33 occurrences where e‑counselling was used as a modality. The lowest number was in the last quarter which coincides with e‑counselling services being suspended in February 2013.

• General inquiries noted in the RAs’ and external service providers’ statistics went up by 12.1%. This is positive since responding to these types of calls should not occupy the bulk of the C-Cs’ time.

• Types of issues brought to EAP counselling services:

  • As usual, the top three presenting issues were related to family, emotional/mental health and work.

  • There was an increase in the number of employees seeking EAP assistance for:

    • Work - Change (by 64%). Increase is in the C-C and RA statistics.
    • Work - Work Force Adjustment (WFA) (from 35 to 101 cases).
    • Trauma increased significantly in the external service providers’ statistics, from 60 in 2011‑2012 to 115 in 2012‑2013. NEAPO will be following up with external service providers to get more information, as it is quite a jump in numbers.
    • Although Health-Emotional/Mental numbers have decreased this past year, the C-Cs have seen an increase in counselling for this issue.

  • A decrease was noted in the following areas:

    • Addiction – total (by 15.7%) - (for external service providers and RAs).
    • Financial (by 25%).
    • Grief (by 22.9%).
    • Handling of Suicidal Calls (from 22 cases down to 5). The difference between suicidal call and suicide statistical categories was explained.
    • Legal issues (by 59%).
    • Work – Conflict (peer) - (by 11.3%) and Work – Conflict (supervisor) - (by 14.5%). Management enquired about the drop in numbers for conflicts between employees and their supervisors, given the many changes experienced by CRA employees during the past year. Research indicates that conflict tends to increase during such times. This drop in numbers could be as a result of all the training and promotion done by the Informal Conflict Resolution (ICR) Program. Employees may be more equipped to deal with conflicts on their own, and/or they may be more inclined to contact the ICR Program directly as opposed to turning to the EAP for assistance with conflict related issues.
    • NEAPO will cross-reference both EAP and ICR Program statistics to see if the ICR numbers have gone up, which could explain the decrease in numbers for the EAP.

• Advisory services continue to be well utilized:

  • Of the managers, union representatives and human resources (HR) professionals accessing the Program’s advisory services, 93.5% contacted the C‑Cs.

  • Types of issues addressed include:

    • Addictions (36 cases);
    • Mental Health (represents almost 20% of all issues);
    • WFA (79 cases which represents 11% of all issues, and 3 times more cases than last year).

• The number of hours related to the support given to the local advisory committees (LAC) has decreased. NEAPO will be going back to the regions to find out what may explain this dip.

• There were 46 ʺFocused Conversationʺ sessions (interventions) offered by the C-Cs.

• The number of orientation sessions provided by the C-Cs, RAs and external service providers decreased, as well as the overall number of employees who attended.

• Fewer wellness fairs took place, but more employees participated.

• The number of training sessions for employees and the number of participants remain comparable for 2012-2013. The C‑Cs offered 97% of the sessions.

• The number of training sessions for managers and union representatives decreased. However, it remains similar to previous years. All sessions were offered by the C-Cs.

• There was a slight decrease in the number of information sessions provided. UTE expressed that eldercare sessions are increasing which is reflective of the population that we are dealing with.

3. STATISTICAL TRENDS

Several five-year comparison statistical graphics were shared prior to the meeting.

This year, NEAPO decided that it would be interesting to examine five-year trends. As the statistical forms have remained consistent for the past five years, we are now able to examine trends. However, we need to be cautious about interpreting this data and drawing any cause and effect relationships, as a great variety of factors come into play, some of which are outside the public service itself.

The utilization rate for 2012‑2013 is expected to hover around the 14.3% mark which is higher than the industry standard. At the CRA, EAP C‑Cs, external service providers, volunteer RAs and union-management advisory committees all play an important role in promoting the Program.

1. EAP Counselling – Mental Health:

It is interesting to note that there has been a steady increase in counselling services provided for mental health related issues. For many years now, the EAP has been proactive in raising awareness of mental health issues in the workplace. In the last five years, close to 9,000 employees, managers and union representatives have attended EAP mental health workshops. Employees may be more comfortable with coming forward and getting the support they need. This mirrors what is going on in society at large. Stigma associated with mental illness has gone down.

2. EAP Advisory Services – Mental Health, Change and WFA:

Last year, EAP counsellors gave advice and guidance to 564 managers, union representatives and HR professionals. Topics discussed included mental health, stress, suicide and return to work options. Interestingly, the topics of change and WFA follow a similar parallel increase, much like the increase seen in individual counselling sessions for those same topics. Intuitively, this makes sense as these issues were at the forefront of what was happening in the workplace last year.

Both the Professional Institute of the Public Service of Canada (PIPSC) and UTE representatives mentioned that they encourage the unions and WFA coordinators to always promote EAP services in WFA situations.

3. EAP Mental Health and Change Training Sessions:

NEAPO noticed a significant increase in the number of change training sessions for employees, from 42 sessions in 2011‑2012 to 89 in 2012‑2013. The ʺLiving Well in Transitionʺ workshop for employees was created in 2012‑2013, enabling us to respond to the needs of employees during the Agency’s transformation initiatives.

4. EAP Focused Conversations:

As part of the support to the CRA transformation agenda, the EAP created a group process facilitated by the C‑Cs to assist managers and teams in dealing with difficult news and enabling them to move from reaction to action. The pattern here shows a peak in the second quarter, the period following the announcements. This pattern makes sense since there is typically an initial response of shock during change, often followed by an emphasis on immediate needs, such as understanding the implications of WFA, making decisions, updating their résumés.

Management mentioned that it would be interesting to see how many change sessions were offered overall in the organization since last year. Other areas also provide training and tools, but on different aspects of the change process.

NEAPO indicated that over the past year, the EAP has been able to adapt and respond quickly to meet CRA’s emerging needs. Through the provision of counselling services to employees and members of their family, coaching and advisory services to managers, union representatives and HR professionals, through training and intervention sessions, EAP continued to support and promote the creation of a psychologically safe and healthy workplace.

4. E‑COUNSELLING

An update regarding the security breach that occurred in February 2013 when an employee accessed services through e‑counselling was provided.

Following the breach, it was decided, after a consultation with the NAC union representatives, that the e‑counselling service for all CRA employees would be suspended until further notice.

It was determined that the breach was a result of human error when merging two electronic programs. Since then, the Security and Internal Affairs Directorate, in consultation with the Contracting Division and NEAPO have made modifications to the existing contract template. A separate section for security standards for EAP e‑counselling was developed and it will be included in each contract as additional criteria. These security provisions must be met by external EAP service providers in order to provide e‑counselling services to CRA employees. Since this incident was caused by human error as opposed to system failure, NEAPO will follow-up with the Security and Internal Affairs Directorate to ensure that the new section on e‑counselling security requirements includes guidelines to safeguard confidentiality by reducing or eliminating the potential for human error, especially when upgrades or merging of systems have just been carried out.

The consensus between management, unions and EAP practitioners is that it would be acceptable to re-introduce e‑counselling for the external service providers who can meet the new security requirements.

5. REPLACING C‑Cs WHEN THEY ARE ON LEAVE

UTE expressed concerns about the length of vacancies in C‑C positions due to, for example, the extended health leave of a C-C or the retirement of another. Since the situation was specific to a region, management recommended that the issue be taken up with the Assistant Commissioner of the region.

This discussion brought forth the following issues:

• the complexity of the staffing process;
• the importance of succession planning in EAP which is a specialized field of work; and
• the impact on a region when there is a void, as other areas or regions need to take on the additional workload.

6. UTILIZATION RATES BY WFA AFFECTED EMPLOYEES

UTE requested data on the utilization rate of employees affected by WFA. EAP does not identify employees by their WFA status. Data is captured on employees accessing EAP services, with the issue being WFA. Employees could be consulting because their spouse or their colleague is affected, for example. This information is captured under both counselling and advisory services issues. As mentioned in the statistical overview, 101 employees accessed counselling services for a WFA related issue in 2012‑2013.

7. FEEDBACK ON MENTAL HEALTH WORKSHOP AND ANY PLANNED FOLLOW‑UP SESSIONS

The PIPSC representative had requested this item be put on the agenda. As he was absent, the issue will be discussed at the next meeting.

8. UPDATES

A. Learning Event

• The Learning Event took place on January 8-9, 2013.
• The two new national training products ʺResilience during Changing Timesʺ and ʺWorking Well: Fostering Employee Wellness and Organizational Healthʺ were very well received by the C-Cs. The final versions of the ʺWorking Wellʺ workshop were sent to the regions in the spring. The ʺResilienceʺ workshop is almost finalized and will be sent shortly to the regions.
• The professional training ʺUnderstanding Burnout, Compassion Fatigue and Vicarious Traumaʺ was appreciated and useful to both the EAP network and the ICR Program network.

B. Key points on feedback on regional consultation regarding orientation sessions and union representatives’ participation in EAP training

1. Orientation sessions:
   At the December NAC meeting, the Committee expressed concern about the decrease in the number of orientation sessions being offered. NEAPO looked into the situation.

   1. Regions were consulted.
   2. The drop appeared greater because there had been a significant increase the previous year, probably due to the onboarding of new employees in the Ontario and Pacific regions.

 

	2010-2011	2011-2012	2012-2013
C-Cs	49	58	24
External service providers	24	31	15
RAs	118	135	95
TOTAL	191	224	134

3. Regions will pay closer attention to ensure that orientation sessions are offered at every opportunity.
4. Consultation with the regions included a reminder and has led to increase in planning and looking for opportunities to deliver the orientation sessions at the LAC level.
5. As a consequence, many opportunities were used to provide some orientation: at introduction of lunch and learns or training workshops.
6. It is part of the LAC responsibility to ensure the promotion of the Program. It is part of their terms of reference. They are able to assist the C-Cs by identifying opportunities.

2. Union representatives’ participation in EAP training:
   At the December NAC meeting, the Committee expressed concern about the decrease in the number of union representatives participating in EAP training. NEAPO looked into the situation.
    
   1. There are currently no means of capturing specifically the number of union representatives participating in EAP training, unless it’s training for them specifically, such as the ʺEAP Workshop for Union and Managementʺ or a workshop organized at their request. The drop in numbers may be because most union representatives have already taken part in the ʺEAP Workshop for Union and Managementʺ. There isn’t much turnover among union representatives at that level.

	2010-2011	2011-2012	2012-2013
# sessions	108	136	97
# participants	290	266	214

2. The regions have a variety of ways of ensuring that the unions are informed and invited to EAP training:
   
   1. planning is done with the LAC where the union representatives sit;
   2. invitations are sent to the union representatives directly.
3. Regions also:
   
   1. consult with the unions;
   2. send a copy of the planned EAP training to regional vice‑presidents;
   3. provide a synopsis of training done the previous month and training scheduled for the upcoming month or quarter.
4. Unions were encouraged to track that information themselves.

3. Summer Issue of National EAP Newsletter, On the Road to Wellness
    
   • A copy of the latest issue (spring) of the national EAP newsletter was provided to the NAC members.
   • The summer issue of the newsletter is not yet available. Provider has just provided articles for selection.
   • Theme of the summer issue: Living in the moment.
      
4. Promotion: EAP Agenda
    
   • Due to the current budgetary constraints, it is not an appropriate time to be seeking permission.
      
5. Basic Courses for RAs
    
   • Ten new RAs were trained in February.
   • The 2013-2014 schedule is not yet finalized – regions have started to identify their needs.
      
6. Best Practices
    
   • Will be included in the annual report.

CLOSING REMARKS

Hélène Grandmaître shared that an exemption had been granted at the CRA level in regards to closed offices for C‑Cs. A similar request has been made to Public Works and Government Services Canada by the Network of Internal EAPs of the Federal Public Service. Ms. Diane Lorenzato, Assistant Commissioner for the Human Resources Branch, signed a letter of support to accompany the exemption request.

Claude Tremblay thanked everyone for their input and good work.

UTE brought up two issues around external service provider standards:

1. the scheduling of appointments with employees from the same organization; and
2. the transition period that occurs when a new external service provider is hired.

Management responded that NEAPO was aware of both situations and that there are standards in place that external service providers should adhere to. There is also a complaint resolution process in place for employees which would enable the
C-Cs to address such issues in their areas. NEAPO will follow-up with the regions to ensure that all external service providers are reminded to manage CRA employee appointments in a manner that reduces the chances that two CRA employees have an appointment at the same time. NEAPO will also remind the regions of the importance of planning for the transition period between two service providers.

This was the last meeting for Janet deKergommeaux as she is retiring next month. She was very appreciative of the work of the NAC and feels that it is a valuable and great program to support.

The next meeting will be in December.

 

SUMMARY OF COMMITMENTS
				To be actioned by
1.	NEAPO will be following up with external service providers to get more information on the issue of ʺtraumaʺ, as it is quite a jump in numbers.			NEAPO
2.	NEAPO will cross-reference both EAP and ICR Program statistics to see if the ICR numbers have gone up, which could explain the decrease in numbers for the EAP.			NEAPO
3.	NEAPO will be going back to the regions to find out what may explain the decrease in the number of hours spent supporting the LACs.			NEAPO
4.	NEAPO will follow-up with the Security and Internal Affairs Directorate to ensure that the new section on e‑counselling security requirements includes guidelines to safeguard confidentiality by reducing or eliminating the potential for human error, especially when upgrades or merging of systems have just been carried out.			NEAPO
5.	NEAPO will follow-up with the regions to ensure that all external service providers are reminded to manage CRA employee appointments in a manner that reduces the chances that two CRA employees have an appointment at the same time.			NEAPO
6.	NEAPO will remind the regions of the importance of planning for the transition period between two service providers.			NEAPO

 

Approved by Claude Tremblay, Director General, Workplace Relations and Compensation Directorate Date: July 17, 2013

Approved by Bill Blair, UTE representative Date: July 30, 2013 Gilles Laprise, replacement for Teekah Ramnauth, PIPSC Representative Date: August 19, 2013