The realities of providing care in a crisis heavily impacted its staff.
CHRISTUS Health needed a confidential, supportive method to address associate resiliency.
CHRISTUS Health leaders noticed a lot of staff were not using their Employee Assistance Program (EAP) free counseling benefits.
The organization also realized its EAP was not setup to perform a high volume of outbound calls.
All inbound calls were outsourced to Carenet.
Carenet's specialty trained agents performed the outbound calls.
Providing comfort and when needed, a referral to the EAP and/or warm transfers to CHRISTUS Health chaplains, were the goals of the program.
Carenet made more than 2,000 associate calls.
Agents spoke with 400 people.
100 inbound calls were also received.