Private Organization Accreditation

CSS Healthcare Services provides Community based health services to the young, the elderly and to Individuals with Developmental Disability. Founded in 1997, we have the ability to offer a variety of quality community-based services to our clients, which has greatly contributed to our growth and success.


Barry Gourley

Volunteer Roles: Endorser; Peer Reviewer

It is an honor to be a COA volunteer. I’ve had a great opportunity to work with fabulous COA volunteers, I’ve grown professionally in the COA accreditation process and I’ve met some wonderful people across this nation who are working hard to help and support children and families.
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Employee Assistance Programs help organizations achieve business health and productivity goals, and support individuals working to maintain or improve their productivity, functioning, and pro-social behaviour, as well as remain at or return to the workplace.

CA-EAP 3: Program Implementation and Contract Management

The organization’s needs and contractual obligations determine the EAP services provided and the content of service utilization reports.

Rating Indicators
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted, however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations (CA-HR 6.02) and training (CA-TS 2.03); or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • A number of client records are missing important information  or
  • Client participation is inconsistent; or
  • One of the Fundamental Practice Standards received a rating of 3 or 4.
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or
  • Documentation is routinely incomplete and/or missing; or  
  • Two or more Fundamental Practice Standards received a rating of 3 or 4.

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
    • Procedures for implementation planning
    • Copy of a sample contract between EAP and customer organization
    • Narrative describing how client confidentiality is maintained in EAP’s reporting process
No On-Site Evidence
    • Interview:
      1. Program director
      2. Customer organizations

  • CA-EAP 3.01

    The EAP develops an implementation plan in collaboration with the organization to facilitate program design that identifies tasks and responsibilities for the EAP and the organization, and the timeline for completion.

    Interpretation: Examples of information that may be gathered to develop an implementation plan include, as applicable:

    1. a confidential survey of individual and management representatives to identify key problem areas;
    2. employee profiles and demographics;
    3. employee absenteeism rates;
    4. employee turnover rates;
    5. accidental injuries;
    6. health insurance costs;
    7. worker’s compensation claims;
    8. previous EAP utilization information;
    9. transition planning for continuity of care for existing high risk cases and those requiring ongoing case management;
    10. regulatory and legislative requirements applicable to the customer organization;
    11. history of disability insurance claims for mental health and/or addictions; and
    12. descriptions and utilization figures for other relevant workplace programs at the customer organization, such as work-life, wellness, occupational medicine, and disease management programs, as applicable. 

  • CA-EAP 3.02

    The implementation or program plan includes mechanisms for promotional and employee communications that include, but are not limited to, the following, as applicable:

    1. printed communications;
    2. company website;
    3. referral resource database;
    4. listservs, discussion groups, chat rooms, instant messenger, and other electronic communication tools;
    5. training of supervisors, key management, and union representatives;
    6. employee orientation;
    7. coordinating branding for integration of EAP with other relevant programs such as work/life and wellness; and
    8. other promotional and educational activities.

    Interpretation: Plans for integration of the EAP with other programs might address, for example, the use of a combined or common web portal for the multiple programs.

  • CA-EAP 3.03

    Prior to initiating a contract, and at renewal, the EAP and host or customer organization address the following operational practices and definitions for reporting practices: 

    1. how a case for individual services is defined (i.e., criteria for case open and case closed);
    2. how a “new” client is defined (i.e., a client is a person who can potentially have multiple case episodes of services);
    3. the amount (for example, number of hours) of clinical and account management time projected per defined period;
    4. the outcomes and metrics to be used in evaluating EAP service delivery;
    5. the evidence required to assess if service performance standards are being met;
    6. the methodology used to measure service user satisfaction and outcomes;
    7. the measurement process for assessing outcomes for cases after using the service (i.e., level of satisfaction with the service, level of overall improvement, level of change in work performance/productivity; level of work performance in absenteeism);
    8. how the utilization of individual services are counted and calculated (for use of services provided by the counsellors);
    9. how the utilization of other non-clinical individual services are counted and calculated (for use of services provided by the EAP for financial assistance, legal assistance, work-life services, etc.);
    10. how the utilization of management consultation and other organizational level services are counted and calculated (i.e., counsellor meetings with supervisors alone and with groups of supervisors and workers, on-site support after a traumatic event or crisis, support for organizational changes, etc.);
    11. how the utilization of training and educational services lead by EAP staff are counted and calculated (i.e., for onsite trainings on specific topics, lunch and learn sessions, health fairs, etc.);
    12. how the utilization of Internet and website EAP services are counted and calculated (i.e., for general information, for educational resources, webinars, affiliate counsellor search tools, educational resources downloaded, assessment tools completed, etc.); and
    13. the format and frequency of reports.

    Interpretation: The standard requires the EAP to designate the numerator and denominator for purposes of utilization as addressed in each of the utilization rates provided by the company (h, i, j, k, and l from above). For example: The Counsellor Case Rate for h (see above) is calculated by dividing the total number of counsellor cases (including both employees and family/ dependents) by the population count of the total number of covered employees and then multiplying this figure by 100. Training to supervisors and other units are not acceptable factors to be addressed in utilization.

  • CA-EAP 3.04

    The EAP abides by formal contractual agreements and stipulates in writing:

    1. a designated account manager;
    2. objectives for the contract;
    3. services to be provided and by whom;
    4. financial terms;
    5. facility, equipment, and staff resources required;
    6. projected utilization rates;
    7. mutual indemnification, when appropriate; and
    8. roles and responsibilities  of the EAP and customer organization.

    NA The organization is an internal EAP only.

  • CA-EAP 3.05

    The EAP and customer organization determine the components of data reporting and frequency of reporting.

    Interpretation: For example, the EAP may provide information, such as: 

    1. the number of new cases opened;
    2. types of services requested;
    3. number of sessions provided for counselling services;
    4. number of educational trainings and associated participants;
    5. website usage;
    6. the number of client and/or supervisory consultations;
    7. the number of management consultations;
    8. the number of other services to the organization (e.g., crisis response events);
    9. the number of other administrative activities;
    10. the standardized level of utilization for individual cases who received counselling from the EAP;
    11. the standardized level of utilization for non-clinical individual services from the EAP;
    12. the standardized level of utilization for management consultations and other organizational services;
    13. the standardized level of utilization for trainings and other educational services;
    14. the standardized level of utilization of the Internet and web-related services; and
    15. other utilization trends identified.

    Interpretation: The EAP ensures that client confidentiality is maintained in its reporting process.

    Research Note: Many studies now exist that elaborate on the best practices for the measurement and reporting of EAP service utilization and also how it can be combined with outcomes measures to yield evidence for financial return on investment (ROI) for the program.

  • CA-EAP 3.06

    The EAP maintains up-to-date information on each host or customer organization’s demographics, business, and covered EAP benefits.

    Interpretation: Examples of information maintained include, but are not limited to, employee locations; available health coverage, including mental health benefits; products or services provided by the customer organization; and whether it’s a unionized or non-unionized setting.

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