Ongoing Committment to Quality EAP Service

Associate Selection Process - The counsellors and other professionals who provide service for Pace are called "Associates". To become an associate of Pace you must have a minimum of: Masters level certification in a recognized health discipline, membership in good standing in a governing professional body, at least 7 years of practice experience and a proven track record in your field, that can be substantiated by credible references.

Associate Orientation - Each Associate is oriented to ensure that they understand the level of service we expect from them as well as guidance specifically about working in the Employee Assistance Program field.

Standards and Policies - Pace as a company has put together a set of guidelines that outline the standards for all of our services. These policies and procedures are contained in our Associates Manual.

Ongoing Communication - For all those professionals who are a part of our network we encourage regular contact by phone, email etc.. We, at the company head office, make ourselves available at any time to discuss case management issues and to provide support and who provides guidance .

Peer Support - We encourage counsellors who live and work in the same community or who are within reasonable distance from one another to use each other as a peer support network. We believe firmly in the notion that errors in service provision are greatly reduced when the providers themselves are connected to others who are doing similar work.

Ongoing Education - As a company, Pace requires that Associates remain current in both their knowledge and skills. To that end we ask Associates to provide us with a yearly update on the ongoing education that they have pursued and organize our own in-service presentations on a monthly basis. Each Associate additionally has access to a range of professional information provided by us through an area on the company website, that is devoted specifically to them.

Monitoring The Progress - The employee care map that is created at the time of intake forms the basis of a monitoring process. Associates are contacted at random regarding the progress of cases we have assigned to them.

Outcome Evaluations - As has been mentioned, each employee who uses the program completes an evaluation, which assesses their satisfaction or lack of it with the associate they saw or with the program in general. With these evaluations we are able to assess employee satisfaction in regard to a particular counsellor. We are also able to track the satisfactionl level of an organization's employees with our service.

Random File Audits - As a part of our quality management system a sample of counselling files are pulled at random and audited using guidelines set by the professional governing bodies and by our own company standards.

An Open Invitation To Call Us - During employee orientation and through ongoing communication, we invite the employees of our accounts to access the management personnel at Pace confidentially whenever they wish. We feel that it is extremely vital as a quality assurance measure that the employee/client have a voice in the service they receive and that they are provided an opportunity to express themselves directly to the management at Pace without fear of reprisal.