EWP Practitioner Orientation - iCare

1 2010 Careways (Pty) Ltd EWP Practitioner Orientation Version , January 2010 2010 Careways (Pty) Ltd 2010 The Careways Group (Pty) Ltd i Index List of abbreviations .. 1 1 Welcome .. 3 2 Careways .. 4 What is Careways?.. 4 3 What services does Careways render? .. 6 Executive health consultations .. 6 Insurance 6 Health days .. 6 Voluntary counselling and testing (VCT) .. 7 Financial wellbeing consultations .. 7 Legal wellbeing consultations .. 7 Health and dietary information .. 8 Training .. 8 Psycho-social and wellbeing consultations (EWP).

2 8 Critical incident stress management (CISM) .. 9 Critical incident education .. 9 Defusing .. 9 Critical incident stress debriefings (CISD) .. 10 4 Where do I fit in? .. 11 5 EWP focus .. 12 Dual client relationship .. 12 Confidentiality .. 12 EWP as a management tool .. 12 Assumptions of therapy within the EWP context .. 13 Brief therapy .. 13 6 Attributes of an EWP affiliate .. 19 2010 The Careways Group (Pty) Ltd ii 7 Service models and 20 Service models within the EWP framework .. 20 Assessment and referral model (A&R) .. 20 Fee for service (FFS).

3 20 Full service (FS) .. 20 Benchmarks .. 20 1 Scheduling of appointments .. 20 Loading of session notes .. 21 8 How does the referral process work? .. 22 How employees access the service .. 22 How affiliates receive the referral .. 24 Event importance .. 25 Statement of understanding (SOU) (see Annexure B) .. 26 Session notes .. 26 Benchmarks .. 26 2 Session utilisation and session requests .. 27 3 Session notes .. 27 9 Quality management .. 34 First, Intermidiate, and last session review .. 34 Sessions review .. 34 Red flags.

4 34 Formal or mandatory referrals .. 35 Complaints .. 35 10 iCare .. 36 What is iCare ? .. 36 How do I use iCare ? .. 37 Viewing event details .. 40 How to load session notes .. 42 Adding a note to a file .. 53 How do I claim on iCare ? .. 56 Ad hoc events .. 56 Claiming for closed files .. 59 Additional claiming information .. 64 Other features on iCare .. 65 Service provision .. 65 My profile .. 65 2010 The Careways Group (Pty) Ltd iii Documents .. 65 Frequently asked questions (FAQs) .. 65 Problems with iCare .. 66 12 Protocols.

5 68 Referring clients outside the EWP .. 68 Self-referrals .. 68 Children in the EWP .. 68 Child physical + sexual abuse in children .. 69 Couples .. 69 Forensic or legal cases .. 70 Non-attendance at EWP sessions .. 70 Objectives .. 71 Policy .. 71 The process .. 74 Record keeping .. 74 On-site clinics .. 75 Home visits .. 75 Substance abuse .. 75 Use of a receptionist and/or a voice-mail system .. 76 Leave and locums .. 76 Travelling .. 77 Red flags .. 77 Critical incident stress management (CISM) .. 78 Critical incident education.

6 78 On-scene support services .. 78 Defusing .. 79 Demobilisation .. 79 Critical incident stress debriefings .. 80 Individual consultation .. 80 Follow-up debriefing .. 80 Post-trauma counselling .. 80 Critical incident stress debriefing (CISD) .. 81 What is a critical incident ? .. 81 How does critical incident stress debriefing differ from crisis intervention? .. 81 What clinical approaches are used to treat traumatic stress? .. 82 2010 The Careways Group (Pty) Ltd iv CISD preparation .. 83 Who should attend a CISD? .. 83 CISD steps.

7 84 Debriefing the affiliate .. 90 Domestic violence .. 91 Psychometric assessments .. 91 Annexures .. 93 Annexure A .. 93 Consent to release information .. 93 Annexure B .. 95 Statement of understanding .. 95 Annexure C .. 97 First emotional session notes .. 97 Annexure D .. 105 Intermediary session notes .. 105 Annexure E .. 110 Event closure .. 110 Annexure F .. 113 First session review .. 113 Annexure G .. 115 Case closure review .. 115 Annexure H .. 117 Referral document .. 117 Annexure I .. 120 Practical guide to feeling better (CISD handout to employees).

8 120 Annexure J .. 123 How to help your employees (CISD handout for managers) .. 123 Annexure K .. 125 Critical incident stress information sheet (CISD handout for managers and employees) .. 125 Annexure L .. 128 Post-trauma do s and don ts (CISD handout for employers and managers) .. 128 Annexure M .. 130 CISD session notes .. 130 Annexure N .. 133 Attendance register .. 133 2010 The Careways Group (Pty) Ltd v 2010 Careways (Pty) Ltd 1 List of abbreviations A&R assessment and referral Aids acquired immune deficiency syndrome B-Psych Bachelor of Psychology degree with honours CAT Children's Apperception Test DSM IV Diagnostic and Statistical Manual of Mental Disorders, 4th edition EAP employee assistance programme Etc.

9 Et cetera EWP employee wellness programme CBT cognitive behaviour therapy CIS critical incident stress CISD critical incident stress debriefing CISM critical incident stress management CNA could not attend DAP draw-a-person test DNA did not arrive for example FAQ frequently asked question FFS fee for service FS full service GP general Practitioner HIV human immunodeficiency virus HR human resources ICD-10 International Statistical Classification of Diseases and Related Health Problems, 10th revision ID identification that is IQ intelligence quotient KFD kinetic family drawing Late cancels late cancellations MFRC Micro Finance Regulatory Council Millon Millon Adolescent Clinical Inventory MMPI Minnesota Multiphasic Personality Inventory MSE mental status examination 2010 Careways (Pty) Ltd 2 N/A not applicable p.

10 Page PF Personality Factor Questionnaire PTSD post-traumatic stress disorder RFC reason for call SSAIS Senior South African Individual Scale SFT solution-focused therapy SLA service level agreement SMS short message system SOU statement of understanding TAT Thematic Apperception Test VCT voluntary counselling and testing WAIS Wechsler Adult Intelligence Scale 2010 Careways (Pty) Ltd 3 1 Welcome The Careways Group (hereinafter called Careways ) welcomes you as the EWP Practitioner (hereinafter called Practitioner ) to our dynamic family.