2022 Edition

Employee Assistance Program Services (CA-EAP) 6: Contractor Accountability

The EAP implements a mechanism to ensure that affiliates and subcontractors comply with EAP policies and procedures.


The EAP will need to demonstrate implementation of standards that address services provided by subcontractors. Implementation can be demonstrated via the contract that outlines elements of standards, and a mechanism to monitor quality. Subcontracting organizations are not required to be accredited, but as noted in the interpretation to CA-EAP 6.04, implementation of the standards can support quality improvement.
NA The EAP does not use affiliates or subcontractors.




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.
Note: Organizations must also implement the standards in CA-RPM 6 and CA-RPM 7 when they contract with subcontracting organizations.
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
  • Sample affiliate agreement
  • Procedures for conducting random quality improvement reviews of affiliates and subcontractors
No On-Site Evidence
  • Interviews may include:
    1. Program director
    2. Affiliates
  • Review affiliate client records


CA-EAP 6.01

Affiliate agreements address:
  1. compliance with all applicable laws, including health, safety, and accessibility laws;
  2. record maintenance;
  3. transfer of confidential information;
  4. hours of operation;
  5. CEU, PDH, and other professional training requirements, including training on the EAP's policies, procedures, and service delivery model;
  6. standards for physical facilities, including comfort and privacy provisions; and
  7. use of standard data collection and client information forms.


Record maintenance should address:
  1. ownership of records;
  2. information that must be recorded in client records;
  3. organization access to client records for internal and external quality oversight, including review by external funders or regulators, and accrediting bodies;
  4. secure storage;
  5. destruction of records; and
  6. whether copies of records may be retained by the contractor.
NA The EAP does not use affiliates.


CA-EAP 6.02

Agreements with affiliates require them to carry professional liability insurance in the amount of $1 million/$3 million, or as required by applicable law.
NA The EAP does not use affiliates.


CA-EAP 6.03

The EAP routinely conducts random quality improvement reviews of a representative sample of affiliates used in the past year to assess:
  1. appropriateness of protocol and procedures;
  2. compliance with EAP contract requirements;
  3. attainment of the requisite credentials required of affiliates providing services, including assessment and referral, information and referral, and short-term counselling; and
  4. possession of current licensure, certification, or registration.


The EAP should determine an appropriate sampling methodology based on the volume of work affiliates produce (e.g., 10% of cases per year). Reviews can be conducted on-site or off-site through another quality improvement mechanism.
NA The EAP does not use affiliates.


CA-EAP 6.04

The EAP routinely conducts random quality improvement reviews of subcontractors to assess, as appropriate:
  1. appropriateness of service delivery procedures;
  2. safety of physical facilities;
  3. possession of current licensure; and
  4. compliance with EAP contract requirements.


Reviews can be conducted on-site or off-site through another quality improvement mechanism.
NA The EAP does not use subcontractors.
Examples: Examples of subcontracted services include, but are not limited to, legal services, work-life services, and financial services.