Employee Assistance Program Services (EAP) 2: Personnel
Program personnel have the competency and support needed to provide services and meet the needs of individuals served and customer organizations.
Competency can be demonstrated through education, training, or experience. Support can be provided through supervision or other learning activities to improve understanding or skill development in specific areas.
EAP providers must be appropriately licensed in the states where the service is being received, or as required by law or regulation.
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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 behavior, as well as remain at or return to the workplace.
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.,
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; or
Supervisors provide additional support and oversight, as needed, to the few staff without the listed qualifications; or
Most staff who do not meet educational requirements are seeking to obtain them; or
With few exceptions, staff have received required training, including applicable specialized training; or
Training curricula are not fully developed or lack depth; or
Training documentation is consistently maintained and kept up-to-date with some exceptions; or
A substantial number of supervisors meet the requirements of the standard, and the organization provides training and/or consultation to improve competencies when needed; or
With few exceptions, caseload sizes are consistently maintained as required by the standards or as required by internal policy when caseload has not been set by a standard; or
Workloads are such that staff can effectively accomplish their assigned tasks and provide quality services and are adjusted as necessary; or
Specialized services are obtained as required by the standards.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
A significant number of staff (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; or
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; or
Supervisors do not typically provide additional support and oversight to staff without the listed qualifications; or
A significant number of staff have not received required training, including applicable specialized training; or
Training documentation is poorly maintained; or
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; or
There are numerous instances where caseload sizes exceed the standards' requirements or the requirements of internal policy when a caseload size is not set by the standard; or
Workloads are excessive, and the integrity of the service may be compromised; 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.
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards.
Table of contents of training curricula
Sample job descriptions from across relevant job categories
Documentation tracking staff completion of required trainings and/or competencies
Documentation of current caseload size per worker
Interviews may include:
Review personnel files
Assessment and referral, and short-term counseling personnel are qualified by:
an advanced degree in a human service field;
appropriate state licensure, certification, or registration;
training and experience in substance use treatment; and
EAP related experience.
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).
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: 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.
Information and referral, and intake personnel are qualified by:
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.
The EAP senior manager or equivalent is qualified by:
an advanced degree in a field related to EAP services;
appropriate state licensure, certification, or registration;
at least two years of post-graduate experience; and
competence in administering and providing EAP services.
EAP counseling professionals complete annual requirements for state professional development hours (PDHs), continuing education units (CEU), or the equivalent.
Such requirements should be completed at accredited colleges/universities, other licensed institutions, or through EASNA, EAPA, or CEAP-sponsored courses.
Counselors are trained on, or demonstrate competency in:
EAP core technology and optional EAP services;
EAP theory and practice;
the application of counseling skills in a workplace setting;
crisis intervention preparedness;
short-term counseling models;
use of health care insurance benefits;
critical incident response services and/or psychological first aid;
mental health and substance use conditions;
work performance assessments;
applicable information on privacy and security regulations; and
organizational development and human resource management.
Non-clinical personnel, such as account managers, are trained on, or demonstrate competency in:
EAP products and services;
essential components of EAPs;
wellness services, as applicable;
risk prevention and crisis response;
consultation and training for managers, supervisors and union representatives.
Personnel have access to a supervisor or other professional to provide back-up and support in managing cases that involve threats of violence, including homicidal and suicidal ideation.
Personnel workloads support the achievement of client outcomes and are regularly reviewed.