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.
Examples: Examples of information that may be gathered to develop an implementation plan include, as applicable:
a confidential survey of individual and management representatives to identify key problem areas;
employee profiles and demographics;
employee absenteeism rates;
employee turnover rates;
health insurance costs;
worker’s compensation claims;
previous EAP utilization information;
transition planning for continuity of care for existing high risk cases and those requiring ongoing case management;
regulatory and legislative requirements applicable to the customer organization;
history of disability insurance claims for mental health and/or addictions; and
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.
The implementation plan includes mechanisms for promotional and employee communications.
Examples: Examples of communications include, but are not limited to, the following:
referral resource database;
listservs, discussion groups, chat rooms, instant messenger, and other electronic communication tools;
training of supervisors, key management, and union representatives;
coordinating branding for integration of EAP with other relevant programs such as work/life and wellness (e.g., to address the use of a combined or common web portal for multiple programs); and
other promotional and educational activities.
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:
how a case for individual services is defined (i.e., criteria for case open and case closed);
how a “new” client is defined (i.e., a client is a person who can potentially have multiple case episodes of services);
the amount (for example, number of hours) of clinical and account management time projected per defined period;
the outcomes and metrics to be used in evaluating EAP service delivery;
the evidence required to assess if service performance standards are being met;
the methodology used to measure service user satisfaction and outcomes;
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);
how the utilization of individual services are counted and calculated (for use of services provided by the counsellors);
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.);
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.);
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.);
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
the format and frequency of reports.
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.
The EAP abides by formal contractual agreements and stipulates in writing:
a designated account manager;
objectives for the contract;
services to be provided and by whom;
facility, equipment, and staff resources required;
projected utilization rates;
mutual indemnification, when appropriate; and
roles and responsibilities of the EAP and customer organization.
NA The organization is an internal EAP only.
The EAP and customer organization determine the components of data reporting.
Examples: Examples of information maintained may 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 is a unionized or non-unionized setting.