Standards for public agencies

2020 Edition

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

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

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

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Purpose

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.
1
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. 
2
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.
3

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.
4
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
  • 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

PA-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

PA-EAP 3.02

Client or host/customer agency 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. counselors with clinical backgrounds are available by telephone to respond to emergencies and able to access appropriate resources either directly or by referral.

PA-EAP 3.03

The EAP adjusts its staffing patterns and availability to accommodate the working hours of individuals at the host or customer agency, and counselors:
  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 counseling site.

PA-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.

PA-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 counselor'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.