Employee Assistance Program Policy

Well-Being Committee
Employee Assistance Program Policy

Board of Management reference:  02.13
Effective date:  June 20, 2002

 

EMPLOYEE ASSISTANCE PROGRAM
POLICY

 

Employee Assistance Program Division
HUMAN RESOURCES BRANCH


TABLE OF CONTENTS

POLICY STATEMENT ................................................................................................... 1
APPLICATION OF THE POLICY .................................................................................. 1
POLICY REQUIREMENTS ............................................................................................ 1

Services Offered

  ................................................................................................. 3

Accessing Services

........................................................................................... 4
REVIEW ........................................................................................... 5
ROLES AND RESPONSIBILITIES .............................................................................. 5

National EAP Advisory Committee

................................................................ 5

National EAP Office

............................................................................................ 5

EAP Coordinator-counsellors

......................................................................... 6

Local EAP Advisory Committees

................................................................... 6

EAP Contracted Counsellors

.......................................................................... 7

Referral Agents

................................................................................................... 7

Union Representatives

..................................................................................... 8

Managers/Supervisors

...................................................................................... 8

Employee Involvement

...................................................................................... 9
ADDITIONAL INFORMATION ....................................................................................... 9

Definitions

. ................................................................................. 9

References

............................................................................................. 11

Enquiries

.......................................................................... 11

Appendices

............................................................................ 11

Terms of Reference – National EAP Advisory Committee

..... 12

Terms of Reference – Local EAP Advisory Committees

........ 16

CANADA REVENUE AGENCY
EMPLOYEE ASSISTANCE PROGRAM POLICY

POLICY STATEMENT

The Canada Revenue Agency (CRA) is committed to promoting, fostering, and maintaining the well-being of its diverse employee population. Many situations can affect employee relationships, health, and work performance. The CRA believes that it is important to offer assistance to employees facing these situations, and to encourage them to seek help voluntarily at the earliest stage, to minimize any adverse effects on their work and personal life.

The objective of the CRA’s Employee Assistance Program (EAP) Policy is to help employees who may be experiencing personal, health or work‑related problems by making available to them and their families an effective, confidential, neutral, and voluntary EAP, without prejudice to job security or career progression.

APPLICATION OF THE POLICY

The policy applies to CRA employees and their families as defined in this policy.

POLICY REQUIREMENTS

The CRA will:

  • Maintain an EAP with multiple service options (contracted counsellors; CRA coordinator-counsellors; peer referral agents)

    The CRA recognizes that employees deal with their personal problems in different ways and that the same approach might not suit everyone. The CRA facilitates access to EAP services through its network of peer referral agents, CRA coordinator‑counsellors and contracted counsellors.
     

  • Ensure confidentiality of services

    The CRA is committed to ensuring that strict confidentiality is maintained within the program. No information discussed between an employee (including their family members) and the EAP service providers will be released without the written and signed consent of the employee or family member. The only limitations that apply to confidentiality are cases of child abuse, cases where a life is threatened or there is serious threat of violence or injury to a third party, or any other cases where disclosure of information is required by law.

    EAP client case files maintained by professional CRA coordinator-counsellors and contracted counsellors are protected and are subject to the Privacy Act. Employees who wish to access their own file can simply request it from their counsellor.

  •  Maintain an EAP that is neutral

    EAP referral agents, coordinator-counsellors, and contracted counsellors shall remain neutral in conflicts between EAP clients, the union, or management.
     

  • Ensure that EAP is a voluntary program

    The EAP is a workplace program that helps employees resolve their concerns. No one can force an employee to use the EAP: accessing its services is always voluntary on the part of the employee. The EAP does not serve as a disciplinary action, nor does it protect employees from such an action. Managers do have a responsibility, however, to recommend the EAP to employees who are experiencing personal, health or work-related problems that may be affecting work performance.
     

  • Ensure that all employees have access to the Program

    CRA will ensure that Program services are available in all work locations, and managers will ensure that employees have time off with pay during working hours to access services.
     

  • Consult with the unions on program objectives, structure, policies, strategies, and related issues

    The CRA and its employees need the important contribution of the unions in shaping a program that meets the needs of its diverse population. Meaningful consultation is not merely information exchange; rather, it means that management will actively seek, consider, and follow up on the views of the unions by way of the National EAP Advisory Committee, on all program design and development issues.
     

  • Involve the unions in program application and activities

    Local union representatives play an important role in identifying service needs, generating ideas on program promotion, and evaluating services. Union involvement and participation will be encouraged at the local level by way of the local EAP advisory committees.
     

  • Ensure employees are aware of the services offered by the program

    There is a direct, positive correlation between the amount of program promotional activity and program utilization. The EAP service providers and EAP committees will ensure that the program is promoted regularly and comprehensively.
     

  • Ensure EAP services are provided in English and French

    In keeping with the official languages policy on language of work, the EAP service providers will ensure that, in designated bilingual regions, all EAP services, training sessions, and publications are available simultaneously in both official languages and that the employee’s preferred official language is respected. In unilingual regions, the EAP network will make every effort to ensure that EAP services, training sessions, and publications are available in the employee’s preferred official language.
     

  • Ensure that members of the EAP network receive the training required to effectively discharge their duties

    Local committees, referral agents, and coordinator‑counsellors have crucial roles in the program that require ongoing support and adequate training. 

Services Offered

  •  Assessment, short-term counselling, referral, and follow‑up

    EAP coordinator-counsellors and contracted counsellors provide individual assessment of personal, emotional, or work‑related concerns, one‑on‑one short‑term counselling when appropriate, and referral to resources within the CRA (e.g. Alternate Dispute Resolution) or the community when longer‑term or specialized services are required (e.g. credit counselling or financial planning). Referral agents offer support, facilitate access to the EAP counsellors, and provide information on resources available in the Agency and the community. All service providers follow up with clients to ensure their needs have been met. Services can be provided during or outside work hours. Employees may access any service provider they choose in their area.

    Examples of issues that employees and their families can bring to EAP include: anxiety, depression, grief and bereavement, interpersonal relationships, lifestyle, stress, dealing with change, job dissatisfaction, balancing work and family, financial difficulties, substance abuse, and daycare or eldercare.
     

  • Critical Incident Stress Management

    A critical incident is any unusual situation that causes strong emotional or physical reactions that could interfere with an employee’s ability to function either at the scene or later. Examples are a hostage situation, a death on the job, the suicide of a co-worker, an earthquake, flood, or other disaster. When such an incident occurs, the EAP responds through education, defusing, and debriefing sessions to lessen the impact of the incident and accelerate the recovery process before stress reactions can damage employees’ health, family life, and career performance.
     

  • Advisory services for managers, supervisors, and union representatives

    The EAP can provide advice and training to managers, supervisors, and union representatives on how to recognize employees who may be experiencing personal, health or work-related concerns, and how to encourage them to use the EAP.
     

  • Training and information sessions on EAP and health-related topics

    An important focus for the EAP is on wellness and prevention. Training programs and information sessions related to EAP services and wellness issues are offered to employees.

Accessing Services

  • Employees may contact the service provider of their choice (contracted counsellor, coordinator-counsellor, or referral agent). Names and telephone numbers of service providers are located on office bulletin boards and on the EAP Web site on InfoZone.

  • Employees can access EAP services during work hours by requesting leave (e.g. medical/dental, family related, personal reasons).

  • Employees can also obtain EAP services outside work hours.

  • For longer‑term or ongoing treatment beyond EAP services, employees will be granted leave in accordance with existing collective agreements.

REVIEW

The implementation of this policy will be monitored by the National EAP Office on a regular basis, and reviewed as necessary.

ROLES AND RESPONSIBILITIES

National EAP Advisory Committee

  • Provides advice to the National EAP Office on program objectives, structure, policies, strategies, and related issues. 

  • Monitors program performance. 

National EAP Office

  • Provides functional direction and advice nationally.

  • Develops policy, directives, guidelines, strategies (promotion), plans (training, evaluation), and tools (brochures, posters, courses, etc.).

  • Establishes professional standards of performance and service delivery.

  • Evaluates coordinator-counsellor performance with respect to clinical services.

  • Monitors program performance in consultation with the National EAP Advisory Committee.

  • Allocates regional functional EAP budgets.

EAP Coordinator-counsellors 

  • Provide advice to regional and local management on the interpretation and application of policy and standards and the administration of the program.

  • Provide functional direction to referral agents, local committee members, and contracted counsellors.

  • Manage the program in their area of responsibility.

  • Select, coach, and monitor referral agents.

  • Manage the EAP contracts.

  • Develop promotional, training, Critical Incident Stress Management, and evaluation plans.

  • Monitor program performance and report program usage to the National EAP Office.

  • Provide input to the National EAP Office on policy and program issues.

  • Deliver promotional, educational, and training activities.

  • Provide direct client services (clinical assessment, short-term counselling, referral, and follow‑up; Critical Incident Stress Management) and advisory services to management and union representatives.

Local EAP Advisory Committees

  • Provide advice to EAP Coordinator-counsellors and generate ideas on program activities.

  • Participate in developing promotional and educational plans with the Coordinator-counsellor.

  • Promote the program.

  • Promote wellness through preventative information sessions on topics of interest and recognize individuals or work teams who have made a contribution to wellness in the workplace.

  • Participate in developing training and evaluation plans.

  • Participate in program and contract needs identification and assessment.

EAP Contracted Counsellors

  • Provide direct client services (clinical assessment, short-term counselling, referral, and follow‑up; Critical Incident Stress debriefing sessions) and advisory services to management and union representatives.

  • Deliver promotional, educational, and training activities on request.

  • Participate in developing promotional, educational, and training plans with the coordinator-counsellor.

  • Provide program statistics to regional/district Coordinator-counsellor on a regular basis. 

  • Participate in EAP committee meetings as required. 

Referral Agents

  • Provide confidential support and a listening ear to employees who seek their assistance.

  • Facilitate access to in-house and contracted EAP counsellors. 

  • Provide information on resources available within the CRA (for example, Local Alternate Dispute Resolution Advisor) or in the community (for example, self-help groups, daycare). 

  • Participate in developing promotional, educational, training, and evaluation plans with the coordinator-counsellor. 

  • Promote the program. 

  • Participate in program and contract needs identification and assessment. 

Union Representatives

  • Support the program and encourage members to take advantage of the confidential services offered by the EAP as needed. 

  • Advise members about the benefits of seeking help through the EAP and about the time available to access the program. 

  • Provide support and encouragement to their members as part of the follow-up aspect of EAP. 

  • Participate as members of local EAP advisory committees as required. 

Managers/Supervisors

  • Support the program and ensure that employees are kept informed about its services, how to access them, and the time available to use them. 

  • Recommend EAP to employees experiencing personal, health or work-related problems. 

  • Ensure that Critical Incident Stress Management services are offered to employees who have experienced a traumatic incident, and be especially attentive after an incident involving the use of force. 

  • Grant time off with pay to employees who wish to use EAP services. 

  • Grant leave in accordance with existing collective agreements to employees who require ongoing treatment. 

  • Allow employees time to attend promotional activities and information or educational sessions sponsored by the EAP, subject to operational requirements. 

  • Allow committee members and referral agents the time to participate in EAP activities such as training, meetings, information sessions, and, in the case of referral agents, the time to meet with individual employees who seek their assistance. 

  • Support and participate in the CRA’s EAP training for union representatives and managers. 

  • Participate as members of local EAP advisory committees as required. 

  • If they are responsible for EAP contracts, ensure that they consult with appropriate functional experts (EAP coordinator-counsellors; Materiel Management), use appropriate contract template and mandatory clauses for all EAP contracts, and that contracts are awarded through the competitive process.

Employee Involvement

  • Employees are encouraged to learn about the program by visiting the Web site or attending information sessions.

  • Employees who wish to use the program during working hours should follow standard procedures for requesting permission to be absent from their workstation or location. 


ADDITIONAL INFORMATION

Definitions

Critical Incident

Any unusual situation that causes strong emotional or physical reactions that could interfere with someone’s ability to function either at the scene or later.

Employee

All persons employed by the Canada Revenue Agency in an indeterminate or determinate position, including students and employees who are hired on a part-time basis .  Does not include contractors, suppliers, etc.

Family Member

An employee’s spouse or common‑law spouse, dependent children (including foster children or children of the legal or common‑law spouse), or any relative permanently residing in the employee’s household or with whom the employee permanently resides and who is financially dependent on the employee.

Service Providers

Contracted Counsellor

A professional counsellor from the community, under contract with the CRA, who provides services of assessment, short-term counselling, referral, and follow-up.

CRA Coordinator-counsellor

A professional counsellor and employee of the CRA who manages the EAP in his or her area and provides assessment, short‑term counselling, referral, and follow-up services. The coordinator-counsellor also provides guidance to the network of referral agents.

Peer Referral Agent

An employee of the CRA who is selected and specially trained, who is in the workplace and aware of the services offered through the EAP. Referral agents offer support, facilitate access to EAP counsellors, and provide information on the resources available in the CRA and the community.

Short-Term Counselling

Solution-focused, brief intervention.  This service is provided by professional counsellors only (CRA coordinator‑counsellors and contracted counsellors). It is not intended to replace community counselling services; cases requiring long-term or specialized treatment are referred to appropriate resources.

Work-Related Problems

Issues directly related to an employee’s work situation, such as job dissatisfaction, interpersonal relationships, stress, and other issues arising in the workplace.

References

  • Treasury Board of Canada Secretariat – Policies and Publications – Occupational Safety and Health, Employee Assistance Program - 1-02 (1995-05-29)
  • EAP Bulletins
  • National EAP Web site:
  •  http://infozone.rc.gc.ca/english/r2732472/eap/default.htm 

Enquiries

Please contact your EAP coordinator-counsellor or the National EAP Office.

Appendices