2022 Edition

Employee Assistance Program Services (CA-EAP) 10: Work-Life Services

Work-life services help employees integrate and achieve balance with work and family roles and demands, and create a more effective, healthy, and productive workplace.
NA The organization does not provide work-life services.




Employee Assistance Programs help organizations achieve business health and productivity goals, and support individuals working to maintain or improve their productivity, functioning, and pro-social behaviour, as well as remain at or return to the workplace.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
No Self-Study Evidence
  • Work-life information and materials
  • Resource and referral list
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records


CA-EAP 10.01

The EAP assesses the current work-life situation of individuals and customer organizations to develop a coordinated, integrated accessible work-life portfolio.


CA-EAP 10.02

Work-life services are provided based on the assessed needs of the individuals and customer organization and can include any combination of:
  1. health and wellness promotion;
  2. childcare and parenting resources and referrals;
  3. eldercare resources and referrals;
  4. consultation and referrals on life events;
  5. assistance with policy and program development related to workplace flexibility;
  6. consultation regarding financial support for work-life related resources and services;
  7. community support and involvement opportunities; and
  8. cultural change initiatives.
Examples: Examples of life events for which consultation may be provided include education, adoption, parenting, financial or legal issues. Health and wellness promotion can focus on activities such as access to health reimbursement accounts, on-site health assessments, and health coaching on topics including chronic disease, stress management, and physical fitness. Workplace flexibility policies may address, for example, paid and unpaid time off, phased return from leave, job sharing, flexible time, and telecommuting, and programs related to on-site childcare, back-up childcare, and elder care support and resources.


CA-EAP 10.03

Work-life materials and information provided on the EAP’s website are up-to-date and accurate.
Examples: Examples of information to be maintained include contact information; type of service offered; licensure information; and location.