Standards for Canadian organizations

2020 Edition

Employee Assistance Program Services (CA-EAP) 11: Case Closing

Case closing is a planned, orderly, client-centered process.

Interpretation

The EAP should clearly define a "case", including what constitutes a new case, a closed case, and a re-opened case, and should be able to articulate how case closure impacts service utilization reports. Established protocols and mechanisms for determining when a case is closed will be based on the EAP’s unique business practices, service model, and/or contractual obligations.
2020 Edition

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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 behaviour, as well as remain at or return to the workplace.
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.,   
  • 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
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • In a few instances, the organization terminated services inappropriately; or  
  • Active client participation occurs to a considerable extent; or
  • A formal case closing evaluation is not consistently provided to the public authority per the requirements of the standard.
3
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
  • Services are frequently terminated inappropriately; or  
  • Aftercare planning is not initiated early enough to ensure orderly transitions; or
  • A formal case closing summary and assessment is seldom provided to the public authority per the requirements of the standard; or  
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
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. 
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Case closing procedures
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records

 

CA-EAP 11.01

Case closing is a clearly defined process that actively involves the client, as appropriate.

Interpretation

Some clients may only receive 1-2 counselling sessions and thus case closing activities may be minimal in order to meet the client's need for brief support and interest in continuing to receive services.

 

CA-EAP 11.02

Case closure is based upon the following: 
  1. clinically appropriate EAP services, for which the client is eligible, have been made available to and/or used by the client;
  2. follow-up has been offered and/or completed; and
  3. clinically appropriate treatment aftercare recommendations have been provided, as appropriate.

Interpretation

The EAP counsellor should follow-up with the client to determine whether post-EAP services were received.