A full-service Employee Assistance Program should provide the buyer with a set of comprehensive, integrated EAP services that meet the needs of the organization, the employees and their dependents.

Here are the Critical Components you want for your EAP:

(Clinical Services)

24-Hour Crisis Telephone Response
Professional EAP counselors provide live, immediate telephone crisis counseling 24 hours/day, seven days a week. A toll-free number should be provided

Confidential Assessment and Counseling Services
Licensed, professional counselors – experienced in providing EAP services – should deliver assessment and brief, solution focused counseling in safe, private, confidential offices. Experienced EAP counselors should have earned the CEAP designation – Certified Employee Assistance Provider.

Referral Support, Tracking and Follow-up
The EAP should assist with referrals for long-term or specialized care based on assessed client need, recommended treatment, client preferences, financial and other resources. Follow-up and ongoing support is provided.

Emergency Intervention / Critical Incident Stress Management
Onsite assistance is provided in a timely fashion for emergencies, including critical incident stress management (CISM) defusing and debriefing, and other crisis response needs for management and employees

Substance Abuse Expertise
Given its disproportionately significant impact on the workplace, EAP providers should have specific knowledge, training and experience in the assessment and treatment of chemical dependency and other addictions.

Access to Qualified EA Clinical Providers
CEAPs and other licensed, professional EAP counselors should be available in sufficient numbers and in appropriate locations to deliver services within specified time frames for urgent and non-urgent services.

What is a CEAP?
The Certified Employee Assistance Professional (CEAP) credential was created in 1986 to identify to the public and the profession those individuals who have met established standards for competent, client-centered practice and who adhere to a professional code of conduct designed to ensure the highest standards in the delivery of employee assistance services.
The credential is now recognized by employers, human resources professionals, accrediting agencies, and employees as the standard in employee assistance.

Dependent and Domestic Partner Coverage
Comprehensive EAP services are typically provided for all eligible employees. Many EAPs serve dependents as well.

Guaranteed Confidential Recordkeeping
EAP client records should be guaranteed complete privacy and protection. Employers, insurance companies or healthcare entities should have NO access to EAP records.EAP records and all related private health information should be maintained in accordance with all state and federal laws and EAPA guidelines. The EAP should provide ongoing training for its provider network on confidentiality practices.

EAP Orientation for all Employees
Onsite EAP orientations should be offered for all managers and employees.

Supervisory-Leadership Training
Comprehensive EAP Leadership Training for managers and supervisors regarding use of effective management skills in the workplace.  Training may be delivered in a variety of formats, and cover topics such as effective supervisory skills, performance-based identification of troubled employees, the EAP management referral process, and consultation with the EAP.

EAP Communication/Awareness Materials
The EAP should provide a variety of printed materials (e.g. posters, newsletters), online services and other supports to maximize awareness in the workplace and promote easy access to EAP services and support.

EAP Policy Development and Coordination
The EAP should consult with management and key liaisons at the onset of the program and periodically regarding the development of EAP policy statements, coordination with related policies and services, coordination with risk management activities, addition of onsite training programs and other support activities.

Labor Coordination
The EAP should communicate effectively with labor unions and its worksite representatives, and coordinate services with existing labor support programs.

Management Communication and Consultation
The EAP should provide on and offsite assistance with management referrals, “difficult” employees, workplace conflicts, return-to-work conferences and other identified needs of the workplace.

Annual and Periodic Utilization Reports
The EAP Services should provide comprehensive, user-friendly EAP utilization and activity reports customized specifically for the organization’s benefit.

EA Program Evaluation
Comprehensive, customized EAP service outcomes reports should be provided that track key success indicators, including return on investment.

Client/Company Satisfaction Evaluation
Customized client and organization satisfaction reports should be provided.

This report is excerpted from “The EAP Buyers Guide” Created for the Employee Assistance Professionals Association by Donald G. Jorgensen, Ph.D., CEAP