PA-EAP 1: Access to Service
Procedures for accessing EAP services:
- minimize barriers to the timely initiation of service; and
- give priority to urgent needs.
The EAP communicates to customers, employees, and eligible participants that access to services occurs through:
- self-referral by employees and eligible participants;
- suggestions or referrals by supervisors, union representatives, human resources, and/or medical personnel; and
- mandatory referrals.
Client or host/customer organization problems that occur during and outside of work hours are addressed as follows:
- life-threatening emergency situations are addressed immediately, 24 hours a day, seven days a week, 365 days a year;
- non-life threatening emergencies are addressed by the end of the next business day; and
- counselors with clinical backgrounds are available by telephone to respond to emergencies and able to access appropriate resources either directly or by referral.
The EAP adjusts its staffing patterns and availability to accommodate the working hours of employees at the host or customer organization, and counselors:
- are available within a reasonable proximity of client homes, work sites, and/or public transportation, unless the geography of the area prohibits such availability;
- offer appointments outside of normal business hours, such as at least one evening a week or on weekends; and
- provide clear directions to the counseling site.
The 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.