How Flywire implemented a Wellbeing service in time for IPO and won Employee Mental Health and Wellbeing awards.
Challenge:
Flywire is an insight and technology company that helps organisations to optimise payment experiences for their customers. They have over 500 employees referred to as FlyMates, across 13 locations. In the lead up to their IPO on the Nasdaq and in line with their values, Flywire wished to lead the way in offering wellbeing support for their employees.
Solution:
ComposurePsychology established an effective transparent partnership with Flywire.
We provided an easily accessed, highly skilled, diverse and multilingual team of Clinical Psychologists
who delivered effective Wellbeing Coaching and Mental Health Services.
ComposurePsychology rapidly established an effective partnership with Flywire. We quickly scaled up our clinical team to provide expert, easy to access, one to one Wellbeing Coaching for any Flywire employee, wherever they were located in the world.
Dr Janine Hayward, ComposurePsychology's Director earlier life working for over 15 years in corporate environments, on e-commerce and CRM projects in IT Project Management and Team Leadership roles for the likes of Vodafone, Chase Manhattan Bank, Reuters and Local Government, enabled a strong understanding of the relevant contexts and nature of wellbeing challenges faced by Flywire employees. Janine was able to hold these factors in mind while recruiting, supervising and supporting the team and in this way ensured an Employee Wellbeing service underpinned by both technology industry and mental health expertise.
Provided access to a global team of expert Wellbeing Coaches
ComposurePsychology provided a global team of rigorously vetted, HCPC registered (or local equivalent), highly qualified, experienced, Clinical Psychologists who delivered an outstanding wellbeing service.
Delivered evidence based wellbeing and mental health intervention
Our team applied research based approaches, tools and strategies for improving wellbeing and overcoming challenges employees faced including anxiety, depression, grief/bereavement, work and general stress, work and personal relationships, trauma and chronic health, pain and cancer related concerns for themselves and their families.
Oriented Flymates to our service
To orient the employees to the wellbeing service and put them at their ease, our Clinical Psychologists attended location specific Flywire meetings where they introduced themselves and explained what the service was about, what it could offer, expected outcomes and how the process worked.
Made Service Engagement Easy, Flexible and Personal
Multiple ways to refer
To ensure the service was timely and even easier to access than health insurance services, Employees were referred by Flywire Wellbeing representatives, line managers or self-referred with a simple single email.
A coach choice or a match
Each employee chose their Clinical Psychologist after viewing profiles online or were matched with an expert in the challenges faced and who was able to converse in the employee’s preferred language.
Six pre-approved sessions
In line with Flywire’s accounting protocol six pre-approved sessions were made available with flexibility to reduce or increase this based on needs and goals agreed by employee and Psychologist.
Regular yet Flexible sessions
Regular weekly yet flexible bookings were made in and out of work hours according to employee preference.
Session length variation
Session times ranged between 60 and 90 minutes depending on individual, couple or family work.
Sessions matched need
Number of sessions received varied in line with employee wellbeing needs and goals; ranged from 1 to 18.
Online sessions
Sessions were delivered online to optimise employees’ time, accommodate hybrid working and because it is proven effective.
Kept the service safe and confidential
ComposurePsychology held all client records and data confidentially on a secure client records system, a platform made for healthcare professionals, used by over 13,000 clinicians, trusted and used by the NHS.
Provided timely reports and outcome data.
Regular reports were provided to Flywire depicting number of sessions delivered and the high level reason for which the employee sought support (reported with employee consent).
An 180 day report showing aggregated anonymous employee feedback about the Wellbeing service was produced. This highlighted service impact on Flywire brand, retention and engagement factors.
Meetings with Flywire’s Chief Wellness and Engagement Officer were held to review progress, forecast needs and discuss ways to further enhance processes.
Results:
Over 50 FlyMates based in 9 countries engaged with the service (USA, UK, Spain, Romania, Israel, Australia, China, Singapore and Japan)
Over 300 Wellbeing sessions delivered.
Sessions facilitated in 7 different languages Spanish, Romanian, Hebrew, Mandarin, Cantonese, Japanese, English(Bengali, Sylheti, Hindi and Urdu were also available)
Employee feedback was positive across the board about Flywire Brand, Employee Retention and Engagement.
100% of employee responders were satisfied with the service from ComposurePsychology.
100% of employee responders are likely to recommend ComposurePsychology and the Wellbeing Coaching service to colleagues and friends
Employees said after using the ComposurePsychology service they:
- are happier and more confident
- better able to focus and manage their workload
- needed fewer sick days and no longer considered leaving
- improved their work and personal relationships
- feel supported and understood by Flywire
- learned new wellbeing skills and clarified their values
- are empowered to prevent and overcome work/life stress and promote wellbeing in themselves and others
Employee feedback:
“I think it's important that Flywire cares about its employees’ wellbeing and offers concrete help when needed. I felt supported and found the sessions with my coach very helpful, she was great!”
“I really appreciate the offering … It makes me think more favorably about them as an employer.”
It is a great service and check-in to evaluate my mental and emotional wellbeing, it’s like speaking to a friend but one who is void of judgment and prejudice. Good opportunity to also allow for reflection and internalizing improvements or small enhancements to make in life or my career that could go a long way overtime .”
“I felt the sessions helped me to be more confident with myself.”
“For me, it has been a truly useful service and I'm really grateful for it.
I feel more adept when to comes to tackling my own well being and having a positive approach in challenging situation at work and in my own personal life.”
“The sessions were very helpful, … and I think I feel much better now than I did 6 months ago.”
“It was an extremely positive experience. I entered into it wondering how the sessions would work and if it would help me. But I left feeling so much better!
Client Feedback:
Video and quotes from Kelly Hartman, Chief Wellness and Engagement Officer, Flywire
We are so grateful to have our own wellness coaches [including] Dr Janine Hayward who are trained psychologists and bring in their teams to help support our FlyMates and their families.
ComposurePsychology made a genuine impact to overall performance of our business through our employees.
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