Standards for public agencies

2020 Edition

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

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


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




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
  • Case closing procedures
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records

PA-EAP 11.01

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


Some clients may only receive 1-2 counseling 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.

PA-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.


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