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Providing training for EAP affiliates: continuous training of network affiliates is critical to ensuring that both clients and providers develop manageable expectations about service delivery.

Article Excerpt
EAS (Employee Assistance Services) is a company that provides employee assistance programs to different businesses in Chile. The programs cover around 12,900 workers, which entails 45,200 eligible persons when considering family groups.

EAS provides its services to companies located throughout Chile, so it needs to satisfy demand within a territory of more than 750,000 square kilometers (approximately 290,000 square miles, which is slightly smaller than twice the size of Montana). This involves coordinating networks to provide services that cover each and every city in the country.

EAS delivers its services through a network of 72 professionals throughout the country. To become part of the network, EAS psychologists must meet criteria that ensure quality and warmth. All psychologists must have clinical experience and be trained under specific clinical models, from which they must have gained experience handling and solving conflicts. Approximately 90 percent of these psychologists have obtained post-graduate degrees in brief psychotherapy, which allows them to conduct focused interventions within a limited period of time.

A key challenge regarding our affiliates is to maintain their sense of belonging to, and believing in, EAS. Consequently, we need to provide a program of continuous training that ensures a uniform level of quality in our processes.

MANAGING CLIENTS' EXPECTATIONS

The need for affiliate training is all the more important because utilization of our services varies from an annual rate of...

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