WHO IS ACCREDITED?

Private Organization Accreditation

Lutheran Social Services of New England is a high-performing nonprofit organization. LSS is a powerful difference maker and go-to resource, driving ourselves to constantly anticipate futures that are different from the past. For 140 years, LSS has been caring for people in need in New England.
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ORGANIZATION TESTIMONIAL

Orange County Government, Youth & Family Services Division

Rodney J. Hrobar Sr., LMHC, CPP, Quality Assurance Manager

As the lead agency in Orange County, providing the safety net for children and families, it is reassuring that our clients can be confident that their needs will be addressed in accordance with the most stringent standards of public, as well as private, accountability as monitored and reviewed by the Council on Accreditation. 
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Purpose

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 behavior, as well as remain at or return to the workplace.

EAP 11: Personnel

The EAP retains sufficient qualified, trained personnel to meet the demand for its services.

Rating Indicators
1
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.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice standards; e.g., 
  • With some exceptions, staff (direct service providers, supervisors, and program managers) possess the required qualifications, including: education, experience, training, skills, temperament, etc., but the integrity of the service is not compromised.
    • Supervisors provide additional support and oversight, as needed, to staff without the listed qualifications.
    • Most staff who do not meet educational requirements are seeking to obtain them.
  • With some exceptions staff have received required training, including applicable specialized training.
    • Training curricula are not fully developed or lack depth.
    • A few personnel have not yet received required training.
    • Training documentation is consistently maintained and kept up-to-date with some exceptions.
  • A substantial number of supervisors meet the requirements of the standard, and the organization provides training and/or consultation to improve competencies.
    • Supervisors provide structure and support in relation to service outcomes, organizational culture and staff retention.
  • With a few exceptions caseload sizes are consistently maintained as required by the standards.
  • Workloads are such that staff can effectively accomplish their assigned tasks and provide quality services, and are adjusted as necessary in accord with established workload procedures.
    • Procedures need strengthening.
    • With few exceptions procedures are understood by staff and are being used.
  • With a few exceptions specialized staff are retained as required and possess the required qualifications.
  • Specialized services are obtained as required by the standards.
3
Practice requires significant improvement, as noted in the ratings for the Practice standards.  Service quality or program functioning may be compromised; e.g.,
  • One of the Fundamental Practice Standards received a rating of 3 or 4.
  • A significant number of staff, e.g., direct service providers, supervisors, and program managers, do not possess the required qualifications, including: education, experience, training, skills, temperament, etc.; and as a result the integrity of the service may be compromised.
    • Job descriptions typically do not reflect the requirements of the standards, and/or hiring practices do not document efforts to hire staff with required qualifications when vacancies occur.
    • Supervisors do not typically provide additional support and oversight to staff without the listed qualifications.
  • A significant number of staff have not received required training, including applicable specialized training.
    • Training documentation is poorly maintained.
  • A significant number of supervisors do not meet the requirements of the standard, and the organization makes little effort to provide training and/or consultation to improve competencies.
  • There are numerous instances where caseload sizes exceed the standards' requirements.
  • Workloads are excessive and the integrity of the service may be compromised. 
    • Procedures need significant strengthening; or
    • Procedures are not well-understood or used appropriately; or
  • Specialized staff are typically not retained as required and/or many do not possess the required qualifications; or
  • Specialized services are infrequently obtained as required by the standards.
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.,

?For example:
  • 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
    • Program staffing chart showing lines of supervision
    • List of program personnel that includes:
      1. name;
      2. title;
      3. degree held and/or other credentials;
      4. FTE or volunteer;
      5. length of service at the organization;
      6. time in current position
    • Table of contents of training curricula
    • Procedures and criteria used for assigning and evaluating workloads
    • Job descriptions
    • Documentation of training
    • Training curricula
    • Documentation of workload assessment
    • Interview:
      1. Supervisors
      2. Relevant personnel
    • Review personnel files

  • EAP 11.01

    The EAP senior manager or equivalent is qualified by:

    1. an advanced degree in a field related to EAP services;
    2. appropriate state licensure, certification, or registration;
    3. at least two years of post-graduate experience; and
    4. competence in administering and providing EAP services.

  • EAP 11.02

    Assessment and referral, and short-term counseling personnel are qualified by:

    1. an advanced degree in a human service field;
    2. appropriate state licensure, certification, or registration;
    3. training and experience in substance use treatment; and
    4. EAP related experience.

    Interpretation: When organizations utilize interns, individuals working towards licensure, or are unable to recruit individuals with an advanced degree, they should receive appropriate training and ensure that supervision is provided by a professional with an advanced degree. Examples of related experience can include in-house EAP training; training and experience in organizational dynamics; CEAP designation; at least 2,500 hours post-master’s degree clinical experience; or two years of EAP experience in a management, consultant, and/or direct service role.

    Interpretation: This applies to services provided through all means, including face-to-face, telephone, Internet-based online services, and other electronic communication tools (i.e., smart-phone applications).


  • EAP 11.03

    Information and referral and intake staff possess an associate’s degree in a human services profession and at least one year of clinical practicum in social work, psychology, mental health, or another human services profession.


  • EAP 11.04

    Each year, EAP counseling professionals complete required state professional development hours (PDHs), continuing education units (CEU), or the equivalent.

    Interpretation: Such requirements are completed at accredited colleges/universities, other licensed institutions, or through EASNA, EAPA, or CEAP-sponsored courses. Criteria for selection of affiliates require ongoing attainment of state-required professional development hours, continuing education units, or other professionally required training. This criteria applies to both EAP staff counselors and to network affiliate part-time counselors.


  • EAP 11.05

    Counselors receive training and demonstrate knowledge of:

    1. EAP core technology and optional EAP services;
    2. EAP theory and practice;
    3. the application of counseling skills in a workplace setting;
    4. crisis intervention preparedness;
    5. short-term counseling models;
    6. use of health care insurance benefits;
    7. critical incident response services and/or psychological first aid;
    8. mental health and substance use conditions;
    9. work performance assessments;
    10. provision of services in a culturally responsive manner to recognize and address an individual’s specific needs;
    11. applicable information privacy and security regulations; and
    12. organizational development and human resource management.

  • EAP 11.06

    Non-clinical staff, such as account managers, receives training on:

    1. EAP products and services;
    2. essential components of EAPs;
    3. applicable information privacy and security regulations;
    4. wellness services, as applicable;
    5. risk prevention and crisis response;
    6. outreach; and
    7. consultation and training for managers, supervisors and union representatives.

  • EAP 11.07

    EAP staffing procedures address back-up and support in managing cases that involve threats of violence, including homicidal and suicidal ideation.


  • EAP 11.08

    Personnel workloads support the achievement of client outcomes, are regularly reviewed, and are based on an assessment of the following:

    1. the qualifications, competencies, and experience of the worker, including the level of supervision needed;
    2. the work and time required to accomplish assigned tasks and job responsibilities; and
    3. service volume, accounting for assessed level of needs of new and current clients and referrals.

  • EAP 11.09

    The EAP has a system to analyze its capacity to meet the demand for services.

    Interpretation: The system needs to address the EAP’s capacity to provide services in relation to responding to risk level according to urgency, as well as its ability to manage its network to meet demand.

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