2022 Edition

Employee Assistance Program Services (CA-EAP) 9: Service Elements

The EAP partners with the host or customer organization to identify the needs of organizations and eligible participants, and provide services matched to client and organization goals.




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
  • Procedures for referring individuals to services
  • Follow-up procedures
  • Procedures for critical incident planning
  • Table of contents of training curricula
  • Resource and referral list
  • Promotional materials and/or educational newsletters or articles
  • Training curricula
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client records


CA-EAP 9.01

The EAP service is designed to:
  1. help organizations develop and maintain a healthy and productive workplace for their employees;
  2. help individuals address the personal and work-related issues that interfere with being present and productive at work;
  3. help employees and clients with relationship, family, addiction, legal, financial, emotional, stress, work-life balance, and other personal problems;
  4. make referrals to appropriate services as needed; and
  5. provide preventive strategies to stimulate individual awareness and education and encourage early intervention.
Examples: The term “addiction” can address alcohol, drugs, gambling, sexual, internet, and other chemical and behavioural addictions or addictive behaviours.


CA-EAP 9.02

The EAP has the capability to provide the following core EAP services to the organization and individuals:
  1. information and referral to support services;
  2. assessment and referral;
  3. employee education on personal, psychosocial, and workplace performance issues;
  4. training on the EAP for supervisors, managers, and human resource and union representatives;
  5. critical incident advance planning and training, and post-incident response services;
  6. development of referral options for needed services not provided under the contract or not available at the EAP; and
  7. capability for follow-up with more severe cases as appropriate.


CA-EAP 9.03

The EAP maintains up-to-date information for services available in the community and demonstrates a rapid and effective response in linking clients with appropriate EAP resources and supportive interventions.


CA-EAP 9.04

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.
Examples: For example, in the case of a short-term counselling model, it may be appropriate to refer the client for alcohol or drug rehabilitation or psychiatric care.


CA-EAP 9.05

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.


CA-EAP 9.06

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 relevant prevention activity quarterly based on the needs and feedback of the host or customer organization and its employees.


CA-EAP 9.07

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.


CA-EAP 9.08

The EAP offers appropriate education to individuals and management at the client organization on the following, as appropriate:
  1. crisis intervention;
  2. managing change;
  3. workplace violence prevention and response;
  4. tobacco, alcohol, and other drug related issues;
  5. availability and appropriate use of benefits and services; and
  6. supporting employees’ reintegration into the workplace when they return to work from disability claims for mental health disorders, addiction, and other cases with behavioural health comorbidities.


CA-EAP 9.09

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 individual job performance and behavioural problems.


CA-EAP 9.10

The EAP arranges for follow-up contacts to determine if the individual:
  1. is adhering to the action plan;
  2. is improving work performance; and
  3. needs a referral for additional services.
NA The EAP does not provide high risk case management services.
Examples: 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.