Ask your union: Issue 7 - October 2024 | Accord Magazine

Investigating Employee Assistance Programmes (EAPs)

Cartoon people asking questions and showing support

Investigating EAPs: Your Questions Answered

Recently, Accord raised some important questions with LBG regarding the Employee Assistance Programme (EAP) provided by HealthHero, following a BBC documentary that cast doubt on the practices of another EAP provider, Health Assured.

While the documentary didn’t focus on HealthHero, we felt it was essential to seek reassurance that the issues highlighted were not present in LBG’s EAP service, which many of our members rely on for mental health support.

Here’s a summary of the concerns we raised and the answers we received from LBG.

Confidentiality of Calls

We asked if corporate clients are ever allowed to listen in on confidential helpline calls without the explicit consent of the caller. LBG confirmed that all calls made to HealthHero’s helpline are entirely confidential. The only data shared with LBG is aggregated and anonymised, detailing call volumes and primary presenting issues without any identifying information about individual colleagues.

Targets for Referrals to Therapy

We wanted to know if there were any targets for the percentage of callers that counsellors refer to therapy. LBG reassured us that HealthHero does not set fixed referral targets. Their guiding principle is to make appropriate referrals based on each individual case. They regularly audit clinical work to ensure quality standards are upheld and counsellors’ skills are continually developed.

Call Length Targets

We queried whether there are any specific targets for the length of calls, which could potentially limit the support provided. LBG explained that initial triage calls have no set time limits—colleagues can take as long as they need to discuss their concerns. For counselling sessions, the structure is based on six one-hour sessions, with the option for an additional six sessions if further support is required.

HealthHero's Commitment to Quality

LBG also highlighted that HealthHero is a clinically-led organisation, employing a multi-disciplinary team including mental health counsellors, psychologists, clinical psychiatrists, and GPs. They are regulated by the Care Quality Commission (CQC) and subscribe to ISO standards, ensuring their services are compliant with best practices for remote clinical support. Additionally, HealthHero does not share the problematic case load pressures mentioned in the BBC investigation, maintaining a varied and manageable workload for their clinicians.

Assurance for Our Members

Accord is satisfied with the reassurances provided by LBG and HealthHero regarding the concerns raised. While the EAP is just one of the many support services available to our members, we understand how crucial it can be in times of need. Rest assured, Accord will continue to monitor the services provided and ensure they remain a confidential and effective resource for our members.

If you have any concerns or questions about using the EAP, please get in touch via [email protected]

Your questions answered

Temporary to permanent member of staff

How long do I have to work for LBG before they must offer me a permanent position? I’ve been here for 9 months and am doing really well, but I keep getting knocked back when I ask about a permanent role.

Isn’t there a law that protects agency workers like me?

Answer:

The UK’s Agency Workers Regulations 2010 ensure that agency workers receive equal treatment after 12 weeks of employment, but they do not require an employer to offer permanent positions. Decisions about offering permanent contracts are at the discretion of the business. LBG doesn’t have a specific “temp to perm” hiring policy but may offer permanent contracts depending on operational needs.

Some areas do review their temporary workers and may offer them the chance to move to permanent roles.

Please get in touch with us at [email protected] with details about your role and department, and we’ll look into whether there are any opportunities for you.

Internal recruitment

There’s an internal vacancy I really want to apply for, but I’ve been told I’m not eligible because I haven’t been in my current role for 12 months. Is that true?

Answer:

In February, LBG introduced changes to internal applications, but Accord has successfully negotiated some adjustments based on member feedback. While the general rule is that you should complete 12 months in your current role before applying for a new one, exceptions can be made. In special cases, your current line manager and the hiring people partner can waive the 12-month rule. Additionally, colleagues at risk or those on secondment or involved in an OD programme may be treated as exceptions.

If you feel you’re being unfairly treated, please reach out for more advice.

A black woman sitting on the floor with her hand against her head, indicating stress

Performance management questions

We've recently had an increase in the number of questions we're getting about performance management in Lloyds Banking Group. Here's a couple of those questions answered:

Formal performance discussion

My line manager has invited me to a formal meeting to discuss my performance. I had no idea there was an issue, and I’m really upset and nervous about attending. Can you help?

Answer:

It’s understandable that you’re feeling upset and nervous, especially if this has come as a surprise. Ideally, concerns about your performance should have been raised through regular check-ins, where your manager would have provided support and guidance. If more help was needed, an informal action plan should have been put in place. We can help you challenge the process to make sure you receive the support you’re entitled to before any formal action is taken.

Please get in touch at [email protected] and we’ll assign an officer to support you every step of the way.

Structured support plan adding stress

I’ve been in my current role for a few years, but a lot has changed, and I’m dealing with personal difficulties too. My manager has been supportive and we’ve recently agreed on a structured support plan. However, she mentioned that this process could ultimately lead to dismissal, which is really stressing me out. I called in sick yesterday and now I’m even more worried. Am I going to get sacked?

Answer:

We’re sorry to hear about the additional stress you’re under. We’ve raised concerns with LBG about mentioning dismissal so early in the informal stage of the Your Best Performance Policy because it can cause unnecessary anxiety. A member of our team will be in touch to discuss what a good, structured support plan should look like and how you can work with your manager to get back on track without the need for formal action.

The good news is that very few colleagues on structured support plans progress to the formal process. Please try not to worry—there’s lots of support available, and we’ll be with you every step of the way.