COA Innovation Award: My EAP Case Study

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1 1 Running Head: COA Innovation Award: My EAP Case Study EAP anywhere, anytime Barb Veder Lynn Pyke Nikki Bryan Mark Zhao Matthew Sharron Shepell fgi 130 Bloor Street West, Suite 400 Toronto, Ontario M5S 1N5 T: C:

2 2 Abstract On May 25 th 2011, Shepell fgi became the first EFAP provider to release a mobile device application; signifying a milestone within the industry and digital access to professional support. In our EFAP practice, we strive to deliver services using clinical best practices and technological advances for easy client access - how, when and where they wish to receive support. The purpose of this paper is to examine how the innovation and continued development of our mobile device application (My EAP) supports our goal to deliver professional EFAP support anywhere, anytime, in accordance with our clients needs and requirements. My EAP makes EFAP information and support easily accessible to mobile users through expert information on a wide variety of health and wellness topics, and interactive tools that include professional clinical counselling. Keywords: My EAP, online counseling, text-based communication, web applications, internet communications tools

3 3 My EAP Case Study: EAP Anytime Anywhere Introduction Shepell fgi is a provider of integrated health and productivity solutions that addresses the mental, physical and social health issues affecting the workplace. In our EFAP practice, we strive to deliver services using clinical best practices and technological advances for easy client access - how, when and where they wish to receive support. In recent years, we have responded to increasing demand for text-based and live clinical interventions via digital technology through our existing E-Counselling and development of Video- Counselling and First Chat. The global release of My EAP offers an additional avenue for clients to access relevant health, wellness and EFAP services information, and interactive tools that include professional clinical counselling directly on their mobile device. As industry leaders and innovators, Shepell fgi is dedicated to further investment in My EAP with the goal to enhance the application to provide additional clinically sound and value-added features to our clients. My EAP is currently available on Apple s iphone, ipod Touch and ipad; RIM s BlackBerry Bold, Curve, and Torch models; and Android devices. Benefits & Results The app offers our clients a familiar user experience through similar content, features and tools available as on our Canadian EFAP website, workhealthlife.com. Content is updated monthly on both platforms. The first version of My EAP launched in Canada in two languages (Canadian English and Canadian French) on May 25th, 2011 via BlackBerry App World and the Apple App Store.

4 4 enhancements: Please find below a summary of the release schedule along with the key additions and Release Release 1 (May 2011) Release 2 (Nov 2011) Release 3 (Apr 2012) Release 4 (Nov 2012) Release 5 (scheduled for Apr 2013) Additions and Enhancements Articles and videos E-Counselling BlackBerry OS and Apple ios platforms Android platform Global version release Relationship assessment tool Stress assessment tool Favourites feature for articles and videos First Chat Push notifications Social media Integration Online Access (mobile intake) E-Counselling enhancements Benefits Our goal is to deliver professional EFAP support anywhere, anytime, in accordance with our clients needs and requirements. My EAP makes EFAP information and support easily accessible to mobile users through expert information on a wide variety of health and wellness topics, and interactive tools that include professional clinical counselling. My EAP is available worldwide and free to download. Please find app images below with related information about functionality, features and benefits:

5 5 My EAP welcome screen reflects a familiar grouping of information; work, health, life, EAP Services. Contact information is easily accessible from welcome screen. Users can view video clips that present advice from acclaimed experts on a variety of healthrelated topics. Expert health and wellness articles on topics such as worklife balance, mental health issues, relationships, healthy eating, and more can be explored and shared. My EAP provides users with fresh and engaging content each month.

6 6 Social media integration and favourites. Interactive tools that include professional clinical counselling. Stress and relationship issues are consistently among the top issues that people EFAP is accessed for. My Stress Index and My Relationship Meter engage users in these areas on My EAP.

7 7 E-Counselling offers professional clinical counselling delivered via written exchanges. The security of E-Counselling through My EAP is ensured through a direct connection with the secure Shepell fgi server. To login, users must enter personal username and password.

8 8 First Chat offers instant support via live online chat with a Client Care Representative or professional counsellor. Security of First Chat through My EAP is ensured through a direct connection and encryption with the secure Shepell fgi server. If device is idle for more than 5 minutes, First Chat will automatically log-off the chat session.

9 9 Click to access Shepell fgi Call Access Centres worldwide. Results We measure our success via the number of downloads, engagement (article views), number of calls to our Care Access Centres via the telephone number on My EAP and number of cases booked. Downloads continue to grow at a steady pace of about 7 per cent each month. To date, My EAP app has been downloaded

10 times, and about one per cent of all 2012 EFAP cases were generated directly from My EAP app. We believe we are reaching people who would not have accessed services before! Please see below for a graphic portrayal of some of our key success indicators: Number of downloads by month (2012) Contact Us hits by month Service Information Viewed by month

11 11 E Counselling registrations by month Direct Client Feedback Great app that lets you have your EFAP handy at all times. Perfect stress relief with tips for stress relief and health. Thank you, I needed support immediately and [First Chat] was there, thanks. Simple to use and really informative articles and videos. Great app. I can read the articles on the bus or train. Discussion & Conclusion On May 25 th 2011, Shepell fgi became the first EFAP provider to release a mobile device application; signifying a milestone within the industry and digital access to professional support. To date, My EAP has achieved over 25,500 downloads across three mobile software platforms and an average customer review rating of four and a half stars out of five. In 2012, 1% of My EAP users generated an EFAP case directly from the app by either calling, registering for E-Counselling or using First Chat. Further, several clients (HSBC, YPG, VersaCold, Heftyfoods) include My EAP as a mandatory app on all BlackBerry corporate devices. My EAP was awarded 2012 Innovation of the Year by the Employee Assistance European Forum (EAEF), which honours organizations and people for innovative products or services in employee assistance program

12 12 (EAP) delivery or practice. Planning for 2013 is well underway and we are excited to introduce important new functionality and further global expansion.