A day in the life of an EAP Information Team Leader
My first experience of using an advice service was when, during a family crisis, I contacted the CAB. Until then, I had met with a lot of ‘closed doors’. I was 20 and caring for a relative, and had no idea where to start. Speaking with the various statutory agencies only made me more confused, and no-one seemed to have time to answer my questions. When I contacted the CAB, the help they gave was invaluable, and just knowing there was a free advice service out there was a huge comfort.
Two years later I trained as a CAB adviser myself. It was a massive challenge, but rewarding in equal measure. I carried on volunteering for as long as I could, but as it was unpaid, it was inevitable that I would have to start working full-time at some point. I expected that I would have to leave advice work behind, so when the opportunity to work for an EAP came up I couldn’t believe my luck! Working as a telephone adviser was nothing like any job I had done before. It was neither routine nor repetitive, and I never quite knew what was coming next! It was less hands-on than my CAB work, but equally I could assist more people in one day. I also think that for a telephone adviser, the emphasis is on empowering people to take proactive steps in resolving their problems. This, in turn, takes some of the strain off the voluntary sector, allowing them to assist those who do require more hands-on support.
I was recently promoted to Team Leader of the advice team, and I love the job. When I start my day, there will usually be several urgent requests to follow up; such is the nature of a 24-hour service. There may also be queries from the team, and I may have some pre-arranged calls to take. Although I take fewer calls now, I do like to keep my hand in. Other responsibilities include devising training sessions, updating the website and auditing. Some of our callers will have straightforward legal questions, while others will be extremely distressed. Luckily I have a remarkably adaptable team, and I think this adaptability explains the frequent positive feedback we receive.
Currently I am very excited about our new corporate social responsibility project. As an EAP, our role is to make a difference in the lives of individuals. It seems a natural progression, therefore, that we should take a broader perspective, and look to the differences we as a company can make to our community. The project was started by two of my colleagues, who have put a lot of work into setting it up. We now recycle, support a local charity and use fair trade products, to name but a few initiatives.
When I began working here in 2005, the economy was booming, borrowing was easy and unemployment was low. Since the recession took hold, we have had many queries relating to redundancy, repossession, bankruptcy and state benefits. One very sad trend we have noticed relates to the recession’s impact on relationships. In times of financial uncertainty, nerves can easily become frayed, and frustrations can be vented on those close to us. In addition, there are couples who wish to separate, but cannot afford to do so, and are thus living under the same roof as their estranged partner.
In a changing climate, we have to adapt our knowledge and skills to deal with growing enquiry areas such as these. For this reason we are constantly developing how we work. I have recently given extra training on issues such as redundancy, short-time working and government-backed help for homeowners. We have also sent advisers on on-site visits to companies who are making redundancies, with a view to supporting employees through this period of transition. I feel that as long as we remain flexible, need-focused and open to new ideas, the future is bright for the EAP.
Sarah Donnelly is a Specialist Advice Team Leader at PPC Worldwide