PA-EAP 3: Program Implementation and Contract Management
The customer organization
’s needs and contractual obligations determine the EAP services
provided and the content of service utilization reports.
The EAP develops an implementation plan to facilitate program design.
Interpretation: Examples of information that may be gathered to develop an implementation plan include, as applicable:
- a confidential survey of employee and management representatives to identify key problem areas;
- employee profiles and demographics;
- employee absenteeism rates;
- employee turnover rates;
- accidental injuries;
- health insurance costs;
- worker’s compensation claims;
- previous EAP utilization information; and
- transition planning for continuity of care for existing high risk cases and those requiring ongoing case management.
The implementation or program plan includes mechanisms for promotional and employee communications that include, but are not limited to, the following, as applicable:
- printed communications;
- company website;
- referral resource database;
- listserves, discussion groups, chat rooms, instant messenger, and other electronic communication tools;
- training of supervisors, key management, and union representatives;
- employee orientation; and
- other promotional and educational activities.
Prior to initiating a contract, and at renewal, the EAP and host or customer organization address:
- how a case is defined and how utilization is calculated;
- how a “new” client is defined;
- the amount (for example, number of hours) of clinical and account management time projected per defined period;
- desired outcomes and performance standards;
- the means of measuring outcomes; and
- the format and frequency of reports.
The standard requires the EAP to designate the numerator and denominator for purposes of utilization as addressed in (a). Training to supervisors and other units are not acceptable factors to be addressed in utilization.
The EAP abides by formal contractual agreements and stipulates in writing:
- a designated account manager;
- objectives for the contract;
- services to be provided and by whom;
- financial terms;
- facility, equipment, and staff resources required;
- projected utilization rates;
- mutual indemnification, when appropriate; and
- mutual obligations of the EAP and customer organization.
The EAP reports to the customer organization regularly or as indicated, on the following, as appropriate:
- cases opened;
- types of services requested;
- number of sessions;
- number of training or seminar participants;
- website usage;
- client and/or supervisory consultation;
- outcome measures, such as goal achievement and client satisfaction;
- other utilization trends identified; and
- other administrative activities.
The EAP ensures that client confidentiality
is maintained in its reporting process.
The EAP maintains up-to-date information on each host or customer organization’s demographics, business, and covered EAP benefits.
Examples of information maintained include, but are not limited to, employee locations; available health coverage, including mental health benefits; products or services provided by the customer organization; and whether it’s a unionized or non-unionized setting.