Monitoring and Evaluation Practices of Corporate Clients of an External Employee Assistance (EAP) Service Provider

Abstract

This study explores monitoring and evaluation as a critical element in the success of any EAP. This forms part of Standard 27 in the EAPA-SA standards document. The monitoring and evaluation of the EAP in an organisation refers not only to the individual employee but also to the work organisation and the impact, success, and value of the programme within these two spheres. In recent years, EAPs have been recognised for returning employees to higher levels of efficiency and productivity as a result of the brief therapy offered. In order to maintain this recognition, it is critical for EAPs to demonstrate their cost-effectiveness in terms of both employees and the organisation. This study is based on General Systems Theory and is of a qualitative nature. As is consistent with qualitative research, the aim was to gain an in-depth understanding of the meaning that participants attach to the evaluation of EAPs. This was done by interviewing identified role players, often being those dealing with the EAPs in their organisations. The sample was taken from the client base of a leading EAP service provider and each client was approached to participate voluntarily in the research. The sample size was a total of twelve participants, however the researcher took saturation levels into consideration and therefore a total of ten participants were interviewed. The results of the research highlighted that, in the represented population, there is wide use of monitoring and evaluation processes. The results of these processes are used for various reasons, at different levels of the organisation and are often associated with the success and continuation of the programme. The researcher found that, whilst monitoring and evaluation takes place, standardisation is lacking and a number of clients have mentioned the need for standardised definitions and processes as well as an automated system. It is, therefore, recommended that iv further studies take place with clients of other service providers and that a process of standardisation be considered by EAPA.