EMPLOYEE ASSISTANCE PROGRAMS:
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.
EAP Services for the Individual:
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
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. Our EAP serves household members 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 Services for the Organization:
EAP Orientation for all Employees
Onsite EAP orientations are offered for all managers and employees.
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.
The EAP should communicate effectively with labor unions and its worksite representatives, and coordinate services with existing labor
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
EA Program Evaluation
Comprehensive, customized EAP service outcomes reports should be provided that track key success indicators, including return on
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
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