Reaching Out to the EAP: No Issue is Too Big or Too Small

Profiles in Caring: Crystal Lee, LGSW, BHS Care Coordinator

September 28, 2017
Meghan Stokes By Meghan Stokes

As a graduate of the University of Maryland’s School of Social Work with a Master’s Degree, Crystal Lee, LGSW, attended a job fair in 2006 that changed her life. That’s because she met a Care Coordinator at the BHS exhibit who told her about the company and the counseling services it provides. Crystal was further intrigued by BHS when she learned that fellow University of Maryland alumnus Dawn Motovidlak was instrumental in forming the company and serves as the President and CEO. So, Crystal arranged for an interview, and was thoroughly impressed with the company’s high-touch philosophy and commitment to overall employee wellness.

As a result, Crystal accepted a position as a BHS Care Coordinator, and has been helping clients to manage life challenges and bring their best selves to work for eleven years now. As a Care Coordinator, Crystal completes an in-depth clinical assessment for individuals in need who call the BHS 24/7 Support Line. She reviews the scope of their issue and determines the best course of action that will best meet their needs. This can include but is not limited to: in the moment support, short term problem solving sessions, work-life resources or treatment referrals through the individual’s health insurance. Crystal then creates a plan and remains involved in the case through completion.

Crystal Lee

“Often, a caller just needs someone to listen. We’re great listeners, and can offer recommendations for next steps to resolve an issue.”

When she first walked up to that exhibit booth, Crystal didn’t fully understand what an employee assistance program (EAP) could do for employees or employers. Through her years at BHS, the employee benefit has evolved into the robust program that it is today, and Crystal has helped to shape that change. Today’s EAP focuses on work/life balance to help employees resolve concerns that can interfere with their performance at work.

For example, many participants call the EAP Support Line as a result of a work stressor. This could be changes in job responsibilities, possible layoffs or adjusting to a new manager. Another common reason for a call is marital or relationship issues which can cause a ripple effect of emotional, financial and legal concerns. “I always say that there is no issue too big or too small for our team to handle,” says Crystal.

BHS has a wide range of resources to address participant issues which allows a customized approach for each individual that calls. Having master level clinicians be the ones that are talking to these individuals when they call in allows us to dig deep and uncover what their needs truly are and help them in the best way possible.

One of Crystal’s favorite things to hear from a client is “I’m so glad I called.”

Follow up and feedback is important for the BHS Care Coordinators, and is a required part of every case. As she explains, “The hardest part of the entire process of reaching out to the EAP is making the first call. After that, we work together to come up with a plan for success.”

Although the position can sometimes be challenging, Crystal wouldn’t have it any other way. “There’s never a dull moment, and we have a great team at BHS. We support each other and the clients we serve. I enjoy helping others, and the BHS commitment to holistic approach to well-being makes a big difference in the lives of our participants.”

Meghan Stokes

By Meghan Stokes, BHS Vice President, Service

Meghan knows BHS from the ground up, having begun her career in the call center as a care coordinator over 11 years ago. She is also a Licensed Certified Social Worker (Clinical) and serves as a field instructor for the graduate programs at the University of Maryland School of Social Work and University of Southern California’s Social Work and Business in a Global Society concentration.