Standards for public agencies

2020 Edition

Employee Assistance Program Services (PA-EAP) 10: Work-Life Services

Work-life services help employees integrate and achieve balance with work and family roles and demands, and create a more effective, healthy, and productive workplace.
NA The agency does not provide work-life services.
2020 Edition




Employee Assistance Programs help agencies 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.
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed service delivery infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
No Self-Study Evidence
  • Work-life information and materials
  • Resource and referral list
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records

PA-EAP 10.01

The EAP assesses the current work-life situation of individuals and customer agencies to develop a coordinated, integrated accessible work-life portfolio.

PA-EAP 10.02

Work-life services are provided based on the assessed needs of the individuals and customer agency and can include any combination of:
  1. health and wellness promotion;
  2. childcare and parenting resources and referrals;
  3. eldercare resources and referrals;
  4. consultation and referrals on life events;
  5. assistance with policy and program development related to workplace flexibility;
  6. consultation regarding financial support for work-life related resources and services;
  7. community support and involvement opportunities; and
  8. cultural change initiatives.
Examples: Examples of life events for which consultation may be provided include education, adoption, parenting, financial or legal issues. Health and wellness promotion can focus on activities such as access to health reimbursement accounts, on-site health assessments, and health coaching on topics including chronic disease, stress management, and physical fitness. Workplace flexibility policies may address, for example, paid and unpaid time off, phased return from leave, job sharing, flexible time, and telecommuting, and programs related to on-site childcare, back-up childcare, and elder care support and resources.

PA-EAP 10.03

Work-life materials and information provided on the EAP’s website are up-to-date and accurate.
Examples: Examples of information to be maintained include contact information; type of service offered; licensure information; and location.