Are you concerned about an employee’s emotional well-being or workplace behavior? The Johns Hopkins Employee Assistance Program (JHEAP) On-Site Clinical Team can help you respond effectively.

The best place to start is to talk to a JHEAP On-Site clinician about your concerns so that you can receive professional guidance on how to proceed. You can also access the mySupport Managers' Toolkit for more information. 

To consult a JHEAP On-Site clinician, call 888-978-1262, 8:30 a.m. to 5 p.m., Monday through Friday. When you call, please clarify that you are a supervisor calling to consult about an employee concern. A member of the JHEAP On-Site Clinical Team will hear your concerns and provide recommendations.

Professional ethics and state and federal laws dictate that sessions conducted by the JHEAP On-site Clinical Team are confidential. Information about sessions or their content will be released only upon an employee's written request, and/or in circumstances where a clear danger to the individual, others, or the institution exists, or as may be required by law. The JHEAP On-Site Clinical Team adheres strictly to this policy.

You also can refer employees you’re concerned about directly to JHEAP. They can reach JHEAP at 888-978-1262. When prompted, they should use JHHS for both the username and password.

Making a Referral

The JHEAP On-Site Clinical Team is dedicated to supporting employees whose health or personal lives have begun to impact their lives at work. The best way to connect your entire team with support is to regularly remind all your employees that JHEAP is available to them and their family members.

If you have particular concerns about a specific employee, you might consider making an individual referral using one of these approaches:

Supportive Suggestion (Informal Referral)

• A supportive suggestion is best when managers are aware that problems at home or work are causing an employee distress. A supportive suggestion is most appropriate when the distress is not significantly impacting work performance and relationships.
• A manager may suggest the employee call JHEAP.
• It’s often helpful to explain to employees that JHEAP clinicians help employees with a wide range of concerns—that you’re not “sending them to therapy.”
• If the employee chooses to make an appointment with a JHEAP OnSite clinician, it’s helpful to offer the employee time away from work to attend the initial appointment, if possible.
• Under some circumstances, especially when the employee is acutely distressed, it’s helpful for the manager to facilitate the employee’s call in a private space, either joining the employee on the call or simply providing the space. Keep in mind that when employees are acutely distressed, they can speak with a JHEAP clinician on the phone immediately.

Facilitated Management Referral (Voluntary, Documented Referral)

• A Facilitated Management Referral is useful when a manager wishes to address work performance problems, behavioral concerns, or both, and when the manager would like confirmation that the employee has attended an appointment. Under an FMR, managers are welcome to provide updates to the JHEAP On-Site clinician about the employee’s progress. 
• When employees are referred to JHEAP under an FMR, they remain on duty.
• An FMR is a voluntary referral; employees are not required to engage in the FMR process. Whether or not the employee chooses to participate, supervisors are encouraged to continue monitoring performance and behavioral concerns. An FMR is not part of a disciplinary process, will not be included in the employee’s human resources file, and is meant to convey that the employee is responsible for his or her own behavior and performance and for doing what is necessary to improve.
• To initiate an FMR, the manager should call JHEAP at 888-978-1262 and ask to speak with the On-Site Clinical Team about a management referral. The team will assess the situation, consider the context, and make recommendations about best next steps.

Crisis Response Services

Crisis Response Services available through JHEAP can help you and your department provide an appropriate response when a difficult workplace event occurs.

Emotional Support for Individuals and Groups

JHEAP provides the following services in response to difficult work events:

• Consultations with managers and supervisors to plan a response to staff who are coping with a difficult workplace event
• Staff briefings and tips for coping with the event
• Small group interventions following a traumatic event
• On-site outreach to provide initial support and psychological first aid
• Same-day appointments for crisis victims
• Individual assessment and referral for emotional problems related to a crisis
• Departmental briefings for supervisors and tips for supporting employees
• Resource materials for individuals impacted by the crisis

Most people who’ve faced a crisis recover and return to work without additional support. Others, however, may need supportive attention. Feeling better is unique to each individual and does not follow any set pattern or timeline.

If you or your department experiences a crisis that exceeds your resources and ability to cope, please call JHEAP at 888-978-1262 . JHEAP can lend guidance and consultation about the best ways to respond to difficult workplace events. JHEAP also can assist you in understanding the normal response to grief and traumatic stress, and help your team adopt positive coping strategies and foster resiliency.