Standards for public agencies

2020 Edition

Employee Assistance Program Services (PA-EAP) 7: Record-Keeping

Records are maintained in accordance with the EAP’s policy.
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
  • Record-keeping policy
  • Record-keeping procedures
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Relevant personnel
  • Review client records


PA-EAP 7.01

A separate and distinct EAP record is maintained for each client that is never part of or stored with any other client related record.
Examples: Other client related records may include managed care, personnel, medical records, or records of other services provided that are outside of the EAP's scope.


PA-EAP 7.02

EAP record-keeping practices are based upon an established definition of “client” and address the following:
  1. when a new client record is to be created;
  2. separation of client record contents when services are provided to individuals, couples, minors, and families; and
  3. disclosure protocols when the client record includes services provided to individuals, couples, minors, and families.


PA-EAP 7.03

EAP policy establishes ownership of client records.