EMPLOYEE

Paid member of an organization. Foster parents are not considered employees and are specifically referenced in relevant standards. 		 
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  PROGRAM

A system of services offered by an organization. For example, an organization providing a mental health service may offer several mental health programs to different populations, e.g., a mental health program for adolescent teens. The word "program" can be used interchangeably with the word "service" or to describe specific programs.		  
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  CUSTOMER ORGANIZATION

An employer, organization, union, or association who signs a contract with an EAP organization to pay all or part of the costs for the employee assistance program.

  
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  ELIGIBLE PARTICIPANTS

Those individuals (i.e., spouse, significant other, child, grandchild, step-child, or adopted child for whom the employee is legally responsible) who meet criteria to receive paid benefits and the services provided by the EAP.		  
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  SERVICE

One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  CLIENT

See service recipient.		  
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  FAMILY

Two or more people who consider themselves family and who assume obligations, functions, and responsibilities generally essential to healthy family life. Child care and child socialization, income support, long-term care, and other caregiving are among the functions of family life. The definition of "family" will rest with an individual's indication of who plays a family member role, including current or former foster family, adoptive family, extended family members, fictive kin, or significant others. Organizations that believe family is the central constellation in a child's life, and that family attachments are of primary importance for human development, will strive to work with professional staff to develop a common understanding of "family."		  
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  REFERRALS

Resource suggestions provided to consumers to address problems or needs that are beyond the scope of the organization's mission.		  
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  PERFORMANCE

A measure of how well an organizational system provides services to consumers. Performance is often based on key indicators, such as rates of service, cost per consumer, degree of satisfaction with services, and extent of consumer access to services.		  
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  ASSESSMENT

An evaluation, which utilizes professional expertise and skills in the collection and analysis of data to understand and describe the nature of service needs of an individual, family, or group. Assessment, as in needs assessment, is also used to determine priorities of program planning and service development for the organization as a whole. See also DIAGNOSIS.		  
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  OUTREACH

Contact initiated by a provider to identify persons in need of services, to provide information to them about services and benefits, and to encourage the use of appropriate services.		  
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  TRAINING

Instruction so as to make fit, qualified, or proficient in a skill or body of knowledge.		  
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  MANAGEMENT

See ADMINISTRATION		  
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  CONTRACT

A formal written agreement between two or more parties that specifies the services, space, or products to be provided in exchange for some form of compensation. Also known as "purchase of service arrangement."		  
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  RESEARCH

For purposes of COA accreditation, all forms of internal or external research involving persons served except internal program evaluation and outcomes research, or educational projects performed by students and interns that are part of their professional training.		  
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  CASE

A general term used to designate clients (including individuals, families, and groups) served by an organization for purposes of monitoring the provision of services. A foster care case is generally based on the placement of an individual child, although casework for the child may include services to the child's family. A child protective services case is based on an entire family household if a family assessment model is used; otherwise a case is defined as a child.		  
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  SERVICE PLAN

A written plan of action based on the assessment of consumer needs and strengths that identifies problems, sets goals, and describes a strategy for achieving those goals and engaging in joint problem solving with the consumer. Also known as a "treatment plan".		  
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  PREVENTION

Actions taken to minimize and/or eliminate social, psychological, or other conditions. Prevention can occur at the individual, group, community, and societal levels and enhances opportunities to achieve positive fulfillment.		  
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  CONFIDENTIALITY

An ethical and practice principle that requires the protection of information shared within a professional-client relationship. An organization that upholds confidentiality prohibits personnel from disclosing information about persons served without their written consent.		  
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  PROCEDURES

Written instructions that outline the steps for performing a task(s) or operationalizing an administrative or service delivery process. A procedure can be written as a step-by-step set of instructions or as a narrative description of a process. A procedure tells someone how to do something not just what to do.

Unlike policies, procedures do not need to be approved or reviewed by the governing body, and need not be associated with a specific policy. For example, whereas a broad anti-discrimination policy requires grievance or other procedures in order to be operationalized within an organization, assessment procedures do not require a governing body approved assessment policy.

Note: Procedures are sometimes referred to as administrative policies.

  
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  CRISIS INTERVENTION

The immediate response to the acute needs of a person in crisis including referral to appropriate community resources, advocacy, support, or direct assistance.		  
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  PERSONNEL

The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards		  
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  CLINICAL

The study, assessment, and diagnosis of the client situation followed by direct treatment to help the client achieve prescribed goals.		  
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  SUBSTANCE ABUSE

The misuse of a chemical substance in a manner that is detrimental to an individual's physical or mental health.		  
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Employee Assistance Program Services
 
Private Org Public Agency  

EAP 8: Service Elements

 
EAP processes correctly identify the needs of host or customer organizations and eligible participants and provide services matched to client and organization needs.

EAP 8.01

 

The EAP service is designed to:

  1. help organizations develop and maintain optimum work environments for their employees;
  2. help employees become more productive at work;
  3. help employees and eligible participants with relationship, family, addiction, legal, emotional, stress, work-life balance, and other personal problems;
  4. make referrals for individuals who have mental health and substance use conditions that require outpatient, partial hospitalization, or residential treatment; and
  5. provide preventive strategies to stimulate employee awareness and education and encourage early intervention.
Interpretation: “Addiction” addresses alcohol, drugs, gambling, sexual, internet, and other addictions or addictive behaviors.
Research Note: Literature suggests that organizations that offer employees EAP services have fewer accidents, higher staff retention rates, and improved staff performance and morale.

EAP 8.02

 

The EAP has the capability to provide the following core EAP services:

  1. information and referral or assessment and referral;
  2. employee education and outreach;
  3. training for supervisors, managers, and human resource and union representatives;
  4. management or supervisory consultation;
  5. critical incident response services;
  6. referral for needed services not provided under the contract or not available at the EAP; and
  7. follow-up contacts.
Interpretation: Management consultation should address how to help clients reintegrate into the workplace, as needed.

Research Note: Research suggests that the highest use of EAP services is among white males and that more efforts should be made to conduct outreach to cultural, racial, ethnic, or gender groups that historically have been underrepresented in the EAP client base.

EAP 8.03

 

At the initial counseling session, the counselor and the client:

  1. assess the underlying problem and complete the assessment;
  2. determine goals, desired outcomes, and timeframes for achieving them;
  3. determine whether to retain the case for short-term counseling or to refer to an outside provider for ongoing treatment; and
  4. develop the preliminary service plan.

EAP 8.04

 
The EAP demonstrates a rapid and effective response in linking clients with appropriate EAP resources and supportive interventions.
Interpretation: The EAP should maintain up-to-date information on referral resources.

EAP 8.05

 

The EAP makes a referral when:

  1. it cannot promptly provide services;
  2. the client requires services beyond the stated or contractual mandate of the EAP; or
  3. specialized resources are not available through the EAP.
Interpretation: For example, in the case of a short-term counseling model, it may be appropriate to refer the client for alcohol or drug rehabilitation or psychiatric care.

EAP 8.06

 
When making referrals, the EAP informs clients that they will be responsible for the cost of services beyond those provided by the EAP, and/or of any liabilities that may be incurred.
related CR 1

EAP 8.07

 

The EAP emphasizes the importance of prevention in its activities and offers client organizations:

  1. promotional materials or educational newsletters or articles; and
  2. at least one primary prevention activity annually.
Interpretation: Topics addressed in prevention activities are changed and updated to reflect the needs and feedback of the host or customer organization and its employees.

EAP 8.08

 

The EAP, at the discretion of the host or customer organization, offers training which includes, but is not limited to:

  1. the philosophy of the EAP;
  2. confidentiality procedures and protections;
  3. the range of services provided;
  4. contact and accessibility information; and
  5. roles and responsibilities of management, supervisors, and union representatives, as applicable.

EAP 8.09

 

The EAP offers appropriate education and management consultation to client organizations on the following, as appropriate:

  1. crisis intervention;
  2. managing change;
  3. workplace violence;
  4. tobacco, alcohol, and other drug related issues; and
  5. managed care.

EAP 8.10

 

The EAP has the capability to provide training for supervisors and union representatives on:

  1. the use of the EAP as a management tool;
  2. how to recognize signs of deteriorating job performance and the proper means of documenting this in the personnel record; and
  3. how to make referrals to the EAP for employee job performance and behavioral problems.
Research Note: Literature suggests that training workplace supervisors is an essential element that influences whether employees who need EAP services receive them.

EAP 8.11

 

The EAP arranges for follow-up contacts to determine if the employee:

  1. is adhering to the service plan;
  2. is improving work performance; and
  3. needs a referral for additional services.
Interpretation: Follow-up may occur for a variety of reasons depending on the nature of the case. Reasons can include, but are not limited to, contractual mandates, clinical necessity, assisting the person in obtaining the requested services or materials, and/or determining client satisfaction with services.
Research Note: Literature regarding substance abuse treatment services recommends that follow-up continue for a minimum of six months and is most effective at preventing relapse when it continues for at least one year.
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PURPOSE: Employee Assistance Programs help organizations support employees working to maintain or improve their productivity, functioning, and pro-social behavior and remain at or return to the workplace.
 
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