Standards for Canadian organizations

2020 Edition

Employee Assistance Program Services (CA-EAP) 3: Access to Service

Eligible participants and client organizations receive EAP services promptly and responsively.
2020 Edition

Currently viewing: EMPLOYEE ASSISTANCE PROGRAM SERVICES (CA-EAP)

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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
  • 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 and training; or
  • Active client participation occurs to a considerable extent.
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
  • Timeframes are often missed; 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
  • Access procedures
  • Procedures for addressing life-threatening emergency situations
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records

 

CA-EAP 3.01

The EAP communicates to customers, individuals, and eligible participants that access to services occurs through:
  1. self-referral by individuals and eligible participants;
  2. suggestions or referrals by supervisors, union representatives, human resources, and/or medical personnel;
  3. formal referrals; and
  4. mandatory referrals.

 
Fundamental Practice

CA-EAP 3.02

Client or host/customer organization problems that occur during and outside of work hours are addressed as follows:
  1. life-threatening emergency situations are addressed immediately, 24 hours a day, seven days a week, 365 days a year;
  2. non-life threatening emergencies are addressed by the end of the next business day; and
  3. counsellors with clinical backgrounds are available by telephone to respond to emergencies and able to access appropriate resources either directly or by referral.

 

CA-EAP 3.03

The EAP adjusts its staffing patterns and availability to accommodate the working hours of individuals at the host or customer organization, and counsellors:
  1. are available within a reasonable proximity of client homes, work sites, and/or public transportation, unless the geography of the area prohibits such availability;
  2. offer appointments outside of normal business hours, such as at least one evening a week or on weekends; and
  3. provide clear directions to the counselling site.

 

CA-EAP 3.04

EAP direct service staff has access to a description of services, as stipulated under the terms of each contract, that is provided to clients and eligible participants.

 

CA-EAP 3.05

The EAP offers access to services, educational resources, and manager/leadership information through a variety of channels.
Examples: For example, services may be provided via:  
  1. in-person meetings at a private office located at the company;
  2. in-person meetings at a private office located off-site at an EAP counsellor's office; 
  3. telephone;
  4. a website for information and education;
  5. e-mail exchange for services;
  6. video and audio live exchange for services; and
  7. smart-phone based technology for texting, chat, or other communication tools.