Developmental Disabilities Case Manager | Vancouver, BC | Feb 22, 2019
Competitive pay - only if you work within the 8 hours of a day
This company runs like a typical nightmare corporation.
- Incompetent and condescending leadership
- Unreasonable work expectations
- Extreme favouritism
- Unequal pay between employees of equal qualifications and performance (hint, pay is based on either your gender or your level of favouritism with the hiring manager)
- You get to work from home
The people in the positions of power are completely incompetent and unknowing of how long a job takes, how much effort is required or even the steps needed to accomplish the goal. The management I experienced is also unable to think for themselves and make adjustments as required to adapt to changing situations (which is essential in Disability Management).
30 hours worth of work is expected to be crammed into an 8 hour day since they state "We're not saying you have to do overtime, but everything on this list needs to be done today".
- if you are an unfavourite you can do (unpaid) overtime, get all the tasks done, work 13 hours per day, but if ONE task is overdue, you get called in a reprimanded. I have seen this happen.
Example: New files come in, the first step is an introductory call. This introductory call requires you to get a full history of the illness, all symptoms, what the person is doing throughout the day, what treatment has been sought - also a full explanation of how the whole Disability Management (DM) process works, what will be expected of them, including timeline
ProsWork from Home
Cons30 hrs of work in an 8 hr day expectation is considered "normal", Favouritism in terms of time off/general treatment/salary is evident, Management is condescending/uncaring/incompetent at job
I am not sure who are writing tthese reviews on this site, but they are telling you ALL LIES. Yes the salary is OKAY and the Benfits are great but the company as a "WHOLE" is lacking.
Take it from me who has been with the company for many years, and has seen the ins and outs of what goes on, it is worst than being in a concentration camp. They could care less that they pile on more work and more work, and DON'T want to PAY you for the hard work that you do. The company has the HIGHEST employee's on Short Term Disablility. That should give you a hint that the work is hard, stressful, and depressing and you will not be compensated for your HARD WORK.
For an EAP company that promotes HEALTH AND WELLNESS to their clients surely doesn't practice what they preach when it comes to their OWN EMPLOYEES. Apparently it is the way of WORLD to treat your employee's like they do not matter, don't know what world they are living in but it isn't the world that I live in.
The RAISE LOL LOL is laughable, they shouldn't even bother give raises to their employee's it is like spitting in your face and saying "who cares if you work hard here is ten cents for your hard work"
MANAGEMENT is another story in itself, it is like high school, management is on a power trip. They gossip and talk bad about their employees to other co works and other management it is sick.
JOB SECURITY I don't think so, they will drop you in a heart beat, this place has the HIGHEST TURN OVER RATE than any other call cen
Poor clinical supervision and support, isolating work environment
Clients are booked by a central administrative office. Counsellors are expected to see six or seven clients each shift. Very little or no clinical supervision provided. No training or continuing education provided. Isolated from clinical colleagues. Meetings held by teleconference, the content of which included operational updates rather than clinical issues. As one might expect in a corporate environment, emphasis was not placed on client-centred care; rather, the focus was on maintaining and securing more contracts. EAP work is generally tailored for a specific kind of client, one who is able to function in a work environment and/or who has supports in her life. However, not all clients fit inside this "box". Clients with histories of trauma, complex grief, strong Axis II traits, etc. are difficult to assess and treat within the EAP model. The difficulty within this model does not lie in being unable to treat such clients. Instead, the fact that clinical supervision is not available to assist with consultation around treatment planning to transition these indiv iduals to more appropriate resources within the allotted time frame is problematic Instead of being a supportive, rewarding experience as work in this field typically is, employment with Morneau Shepell was stressful, supervision and/or peer support was difficult to access, and situations that should have been discussed in clinical supervision were instead used as an opportunity to blame and shame. I have worked f
ProsNice office space
ConsVarying office hours, inadequate clinical support
A company that makes efforts to be on the cutting edge and has developed worthwhile initiatives to clients and customers. However, programs are developed and rolled out before logistics or resources are in place - often because an organizational customer has placed a demand for the program. This has resulted on stress of Morneau employees who are trying to deliver the service or build the platform for it and has generally resulted in complaints from clients and and breakdown in delivery. Excellent talent across the company. Encouragement, morale and respect between employees on the front lines (not management). Good benefits. Poor wages, below industry standards. Emphasis is on profit. Employee morale is low.
Micromanagement and hierarchical management style. Aggressive. Lack of transparency from middle management up. Consistent failure to acknowledge contributors to committees or projects, generally endorsing only certain people. Opportunities are limited - under argument of restructuring they often demote or shift people into positions that are not qualified or displace people to move someone else into that position. Very high turnover rate.
ProsTalent across departments, comradery and support from peers, good benefits
ConsHierarchical management style, Micro-management, engagement is supposed to be critical but management doesn't acknowledge the contributions of people, Revenue and profit margin is the priority, upselling is pushed, raises have been only 1 to 2% max
I spent three years with this company at a mid-senior level. There is a severe disconnect throughout the organization.
The culture clash between Morneau (administering pensions and benefits), and Shepell ("work/life balance" services) is astounding, but no one ever seems to acknowledge, or address the inherent differences between the two companies. Yes, they are still two companies, just ask the people of Shepell-fgi.
Anything good that happens at this company is usually taken over by leadership, and they find a way to screw things up because of their petty differences and political sensitivities.
I realize this is a pretty negative review, but look up Morneau Shepell and the words they use when referring to themselves in terms of workplace mental health: "leaders", "pioneers", "part of small group of companies leading the way in Canada". i mean really, that's just too much. I can think of at least a dozen people who have suffered from psychological damage and severe depression because of this toxic environment. I know people who have been bullied and shunned by HR, I know that some bullies are still at the company, while the good people who were tormented have moved on.
Don't be fooled by the fact that this company has "good people". You find good people everywhere you go. It's the leadership you have to watch out for, and the leadership at this company stinks.
In my present job with Morneau Shepell I am employed as a responsible gambling coordinator inside Casino Nova Scotia, Sydney. I have occasion to meet with many members of the gambling public and offer any assistance to them from a responsible gambling education stand point as I represent not only my company but also Nova Scotia Gaming our corporate client. A typical day would be a 12 hr shift (3 times a week) where I work out of our Responsible Gambling Centre ( inside our casino) meeting the gambling public, mingling and offering RG tips and education. I get to learn a great deal about the patrons and how they act with us and while they play. Our management runs out of Moncton & Toronto and we keep in touch on a daily basis.This is a very culturalistic environment to work in serving both the gambling public and dealing cooperatively with various colleagues. The hardest part of my job is convincing the gambling public to rely on true statistical info compared to their own interpretations of odds of winning. The most enjoyable part of my job is that I get to meet lots of interesting individuals and knowing that I have good management behind me to gage my activity with the gambling public. I will be retiring from this full time position near the end of this year and will be seeking part time employment to supplement my income.
I would not recommend this company. They keep everyone as a short term client, even those who should ethically be referred for long term services. I had to leave suddenly and they stopped my last pay on me and said I would get the remainder on my next pay. After asking several contacts, no one would give me contact information for anyone in the proper department and now I am without money for 15 days. I was only there a short time and my experience was that the environment was fast paced and I was unable to do the proper research to truly service clients. I was very appalled to see some clients referred to me for 3-6 sessions who had sustained long term trauma and had diagnoses such as complex PTSD and severe mental health issues like Schizoaffective Disorder. I feel like this company gives false hope to clients when short term services are not appropriate and therefore puts well meaning clinicians in a negative spot where they are unable to give the promised support. The company is not there for clients or their own staff in my experience. I would not recommend working there.
ProsManagement seemed nice, Documentation was simple and concrete
ConsPay is low for the field, Admin changes rules about pay and you have to adapt, Fast paced environment, Accepts unsuitable clients
Counsellor role good/bad? - depends on what you put into it
The client care counsellor role is part crisis intake, part customer service. The quality of counselling/psychotherapy you offer depends on your commitment to, experience and interest in single-session counselling. You could develop a good competency with appropriate training but don’t expect to get that within the company. You will need to take the initiative to develop as a therapist here. You may at times wish you could do more for clients and you may also feel like you are on an assembly line. That said, there is a supportive and collaborative atmosphere among bright people and some good supervision to be had specific to this setting. EAP work is not for everyone, and you may feel ethically conflicted by the dual clients (individual and organization) you serve. If you are looking to help people, practice basic counselling skills, gain knowledge of resources, and value job security, you may be happy here. If you are looking for more focused growth in psychotherapy, this may feel like a limiting role if you don’t put in a lot of outside effort into training and skill development. Pay is lower than competitors.
ProsSupportive team, good first job, some opportunity for advancement
Satisfying position with great benefits and perks.
This is a good company to work for with reasonable compensation, stability, and great benefits/perks for salaried employees. Fellow employees are great to work with. Counsellors/therapists are able to choose their hours and days of work allowing for flexibility and regular life activities. Delivery of service provides standard therapeutic frameworks making this position easy to adjust and settle into. Counsellor/therapists are able to gain a wide variety of therapeutic experience, while at the same time working with Shepell's various customer models thus providing an opportunity to develop versatility and competency as a counsellor/therapist. Training includes on-boarding with a reasonable learning-curve, plus on-going clinical and personal professional development, allowing the counsellor/therapist to adapt as their therapeutic base expands. As a Canadian company and a leader in this service-industry, Shepell's customer-base continues to expand allowing for new positions and advancement. Join the team and experience the benefits.
ProsInvolves functioning clients with whom the counsellor is able to see active progress.
ConsHours can get out of hand if schedule or reporting is not managed well.
Customer Support Representative | Toronto, ON | May 13, 2020
High Turnover, Underpaid, and Lack of Empathy
I have never worked for a company that was so morally corrupt. The company claims to champion mental health (they're the mental health partner of the Canadian Olympics), and yet when their own employees are asking for accomodation or assistance with their own mental health issues that are affecting their work, the company refuses any accomodation, dismisses your disability/condition, and attempts to force you back to work ASAP. Oh, and that you should just learn better coping skills.
You will be expected to meet high targets and deal with enormous volumes of phone calls, emails, and online chats. You will be spoken down to (and sometimes harassed) by almost all management figures, and you will be left feeling helpless. Company culture is that if you can meet targets, have zero empathy for clients, and take on more work than you were hired for, you will move up in the company.
Targets are relative to booking (or not booking) services for clients. Trust me, it's not about helping the client. It's about meeting targets, making numbers, and doing things as cheaply as possible. I learned that every employee is literally just a number to this company- you can and will easily be replaced once you burn out.
Customer Service Representative | Remote | Nov 5, 2021
Lifeworks is a joke, they're ripping their clients off!
Helping the elderly with their benefits is very rewarding. However, the way this company is run is laughable. They gave us a month of sub-par training. The only way you will be comfortable is if you study the material off the clock. Reading and Google will be your best friend If you want to be comfortable talking to customers. They made us learn 3 different clients who all have different rules, instead of having us learn 1 client, master that and the processes, and train for other clients later. The computer system crashes daily and the phone system is a JOKE. Half of the day when talking to a customer it sounds like the customer is underwater. You're on the phone saying, "Can you hear me, hello, can you hear me". So, the company has these chat rooms set up where you go and ask questions if you cannot find the answer in your reading material..... WTF! If you ask a question in the chat you will be lucky if you get an answer. I've waited 15 minutes for an answer, mind you, the customer is on hold the whole time! Sometimes you get a response and the team-lead who answered, gives you an attitude! This place is a joke. Then they take your team lead and put them into other training classes to train on clients they don't know about while you have to fend for yourself. Most people call in for health benefits once a year. Shouldn't that experience be a good one? Why would you have poorly trained people help those customers, not have the right computer and phone system in place and no
ConsThe phone, computer, training, trainers, the company.
What is the best part of working at the company?
Work from home.
What is the most stressful part about working at the company?
It is a customer service position with a clinical aspect. Company claims it is only when there is "overflow". But the company has contracts for counselors to automatically pick up a call from certain organizations, regardless of the nature of the call, therefore the "overflow issue" isn’t accurate . Besides being customer service representatives, we are expected to be IT, employees of various states and university counselor. All of these positions can be exhausting because each require to continuously learn about their individual system.
We were given 3 weeks of PTO, but the PTO is based on their needs not ours. I was denied over 4 days requested. Now they assign your PTO if you don’t use it by a certain date. On top of that, the holidays we have off are not guaranteed off. You get told a couple hours of your shift that you are expected to work the next work day. They used to approve unpaid time off, but no longer. People who already gave a month notice, had to leave earlier then stated because unpaid time off was denied.
The schedules are primarily in the evenings and they change every three months. Your typically given a 2 week notice.
On top of all stressors of this job, we started get evaluated based on our length of calls and the time we use to write notes. We are no longer being assessed clinically for our merit increase. But that does
I would be cautious before you took a position here. The job was pitched as a counseling position and while there is some counseling of clients who are either members of an EAP that are outsourced to MS, the real clients are the companies that hire them.
The problem is you aren't trained. They give you a 'training site' you go to and work at your own pace. Well, from the start there is an issue because the computer systems they use-yes, more than one-are complicated and stressful. You are given time to practice on their practice site but the classes should be around how to navigate this very difficult system. Since I was going to work remote, it was told to me it was probably because I was remote. But I've worked remotely before and always received training and help with navigating a new computer system.
The training itself is just not helpful, you are given material to read and tests to take. Your 'Trainer' checks in with you once a day. You do 'workshops' but they are not-you read more, take a test, and do roleplay.
The systems you need to learn are complicated. You are expected to give clients their EAP information, make appointments for them with counselors, and provide gambling and substance abuse information. You could do this if you worked in any Customer Service job where you had to work at a call center. You get an hour of learning how to use the phone system and then the person who shows it to you will never do it again. No-you get another handout. If you ask
ConsAbsolutely no training, Computer system complicated, same with phone.
Notice that any decent reviews come from entry level or people in USA. The Shepell side of the company has deteriorated beyond belief through mergers and growth outside of its original scope, leading to an ethically questionable range of services (i.e. Disability management and EAP). It only cares about the bottom line at the cost of its employees' health and well-being. Agree with negative comments made in other reviews -- overworked, underpaid, undervalued. If you speak up, you are invited to look elsewhere which is to the company's benefit as Shepell replaces experienced, skilled employees with less experienced people at a lower rate of pay. The managers are brilliant spin doctors when confronted with feedback and have succeeded in preventing counsellors across the country from communicating with each other. Employees are regularly bombarded with announcements of growth, profit and efforts to engage employees while imposing increased service targets, loss of benefits and incentives formerly enjoyed and offering (maybe) insulting pay increases. (Some might receive 2%, and some go without for several years -- none of it related to performance!) Not sure where the opportunities for advancement are. Counsellors generally love what they do and are finding it increasingly difficult to provide quality service while being burned out and disregarded. Be prepared to provide counselling sessions to 7 clients in 7 hours. Morale is dead. How ironic given that EAP's focus is th
I was a Customer Service Representative doing medical and pension benefits for a fluctuating number of clients but the number was always 10+. The company seemed as though it was going to move it's US base to Atlanta, Ga when they opened a call center down there. A significant number of upper level client directors and processing analysts took more secure employment opportunities. The company has only hired a few people here and there to replace the lost directors and analysts. As a result, an unreasonable amount of work is circulated to everyone who is left. A typical day for a CSR is answering 30-50+ phone calls, managing client email boxes (and responding to emails asap), keeping detailed notes of each call, handling emergency updates by sending password encrypted emails to carrier contacts, working to resolve ongoing issues, and keeping track of everything you do because it's very important that you be able to account for 90% of what you do all day if asked to produce such a record. It's an "everything needed to be done yesterday but don't worry you might get a $0.20cents/hour raise next year if you continue to work yourself into the dirt" kind of attitude/atmosphere and not a company I would recommend to anyone. They have promoted CSR's twice in the few years I've been there but really promotions seem to be half based on nepotism and half on talent.
ConsNo advancement, rotating schedule makes it hard to plan anything outside of work (doctors appts, etc)
Customer Service Representative | Remote | May 3, 2022
During my time at Lifeworks, I was hired on by a temp agency. I quickly learned the basics of the job as a CSR and was offered to stay at Lifeworks. This was the beginning of the end. They made us start taking on more clients and barely trained us on the Medicare portion which is basically the entire “job” of the new client. Trying to answer questions while barely getting any support to do so was really a struggle. I constantly had people complaining about ongoing issues that prior reps had not addressed. When trying to fix said issues management was very lax and practically kept issues on hold with never ending tickets and escalations with seemingly rare resolutions that I could relay. The final straw for me was on a day I had asked for help and there was none provided for me. The person on the other end was very irritated and impatient with waiting. If you enjoy genuinely helping people with their insurance then this is NOT the job for you. If you can handle being constantly told misinformation and then being blamed for it then this might be for you. Also one more important thing to mention, the company paid me past when I was there and I’ve had to fight for FOUR months straight just to pay them. They didn’t reverse the funds as they said they would and I had to literally go to the bank and get an $8 check and mail them just to pay them back for THEIR MISTAKE. Former Employees are punished for doing the right thing. This company makes me sick.
Questions and answers about Morneau Shepell
What are the perks offered by LifeWorks?
Asked Jul 22, 2017
Answered Feb 14, 2022
Answered Oct 11, 2019
What advice would you give the CEO of LifeWorks about how to improve the company?
Asked Oct 2, 2018
Take a look at the values you promote about wellness and ensure that those values are incorporated with your work force.
Answered Dec 11, 2020
Practice what you preach.
Answered May 13, 2020
What was the most challenging part of your role at LifeWorks?
Asked Apr 6, 2019
Answered Feb 14, 2022
Answered Sept 28, 2020
If you were in charge, what would you do to make LifeWorks a better place to work?
Asked Feb 24, 2019
Be satisfied with a little less profit and pay employees better wages
Answered Feb 14, 2022
Answered Mar 12, 2021
Does LifeWorks allow for flexible working hours? Or are the hours set?