Making a referral to the assistance programme
Referring someone to your organisation’s assistance programme (commonly referred to as an employee assistance programme [EAP] or member assistance programme [MAP] strengthens your position as a people leader in demonstrating care and support to your employee, associate, or member of your staff. People leaders often refer someone because they are experiencing personal problems, to address workplace behaviours, or as a recommendation included in a performance improvement plan.
When to refer an employee to the assistance programme
Here are some examples of when a manager might make a referral:
When the person exhibits symptoms of stress, often indicated by headaches, stomachaches, irritability, difficulty concentrating, or memory problems.
When someone exhibits signs of depression. You may observe a drop in productivity, increased absences, loss of energy, memory difficulties, unprovoked outbursts of anger, or more mistakes than usual. If an employee expresses thoughts of suicide or exhibits signs of suicidal behaviour, you should immediately address concerns. Contact human resources (HR) or your assistance programme immediately for guidance and support on the best approach to address your concern.
When someone reports having personal problems. You may also observe such things as a change in work behaviour, including missed deadlines or unusual mistakes; forgetfulness or poor concentration; an increased number of personal calls; moodiness; uncharacteristic behaviour of any kind, including outbursts of anger.
When you see signs of a possible substance misuse problem. These may include a decline in quality of work or productivity, returning late from lunch or breaks, accidents at home or at work, problems with colleagues, increased irritability, and taking an excessive number of sick days.
When a member of your staff is having performance issues, including exhibiting inappropriate workplace behaviours (e.g., emotional outbursts). Always follow company policies and consult your HR.
Types of referrals
Voluntary or self-referrals
Most people seek assistance from the assistance programme on their own for help with personal or family issues, work issues, and other concerns. This is called a voluntary referral, or self-referral. The programme may be contacted at any time. You can provide staff with the programme’s phone number or website, and remind them that it’s a free and confidential service available 24/7.
Informal management referrals
People leaders will sometimes informally refer someone to the programme. For example, a member of your team with a good performance record may be experiencing problems outside of work. They may be caring for a sick relative or going through a separation or divorce. An informal referral is where a manager will ask for an employee’s consent to share their name and contact number with the assistance programme, and the employee would receive a call directly. The manager can simply call the assistance programme helpline and provide the contact details and verbal consent from the employee. An informal referral may also be used in cases involving work performance issues.
In such a situation, a people leader might say, "I can tell this has been a stressful time for you. I'd like to call the assistance programme and pass on your details so that someone can call you and offer support.” and then explain what the programme offers. In these cases, the organisation is not requesting confirmation of attendance within the programme and no release of information is required.
Formal management referrals to address workplace performance
A formal management referral may be used in cases where someone's job is in jeopardy because of an attendance, behaviour, or performance issue at work.
To help ensure and document that the staff member has been connected with appropriate resources, including individual counselling when appropriate, it is important for management to first contact the assistance programme to confer with a consultant who specialises in workplace issues. The management consultant will help clarify available assistance options, answer questions about the formal referral process, forward any necessary paperwork, and open a case for the staff member. In these cases, the employer or organisation is requiring confirmation of participation within the programme and a release of information is required. Only information that is necessary is shared with the organisation and typically includes dates of contact with the assistance programme. Personal or confidential information is not shared.
Typically, an HR representative calls the programme to set up a formal management referral.
Steps to take when making a formal referral
1. Contact your HR representative to learn about your organisation's policies and procedures. This is especially important if you are handling a difficult workplace issue.
2. When management has decided it is appropriate to go forward with a formal referral, call the assistance programme and speak to a management consultant. They will obtain relevant information, open a case, and provide specific instructions to ensure the staff member is appropriately assisted once management (typically HR) has met with them concerning this course of action.
What to say when making a formal referral to the assistance programme
The programme’s management consultant will walk you through the steps of what to say and do when making a formal referral due to work performance issues. You will want to schedule a time to meet with the staff member in a private place. The outline of your conversation might go something like this:
Express concern to your staff member about continued productivity issues. You could say, "I'm concerned about your performance. You missed two important deadlines this month. If your performance does not show improvement, you are in danger of losing your job. It is expected that there will be immediate and permanent improvement."
Explain to your staff member that the assistance programme is available to assist with work-related issues. You could say, "The assistance programme can assist you with these issues. You are being formally referred to the programme, and your participation and follow-through is important for your success within the organisation."
