Member Assistance Program--Quality Control Measures

Our goal is to provide the highest quality assistance services to the members of the organizations we serve. This new model of service with the use of video-assisted counseling is an emerging area. We are contributing to the research in this area by engaging in our own ongoing studies validating research that shows positive results. Because this is a new approach, we are taking extra measures to ensure members are satisfied.

The following are a few methods we employ to ensure a high level of quality.

Staff Training

Counselors go through an extensive training program for the Member Assistance Program as well education, certification, and licensure in their particular field of mental health. The also have additional training in their area(s) of expertise. Finally, each counselor is required to participate in continuing education to maintain their credentials.

Staffing

Counselors meet at least twice a month as a group to discuss specific cases with one another and obtain feedback and advice from colleagues.

Case Review

Each counseling case is reviewed by our Clinical Director to ensure the counseling approach used is appropriate. Cases continue to be reviewed on an ongoing basis until closed to ensure progress is being made toward goals.

Client Feedback Survey

A representative sample of cases is randomly selected to receive a feedback survey. The information obtained from this survey is used to improve the program.

Account Management

Each organization participating in the Member Assistance Program is assigned an Account Representative whose job it is to ensure the needs of the organization are being met. The Account Representative will meet regularly with the organization's leader(s) to review utilization.

Research Studies

WLCFS is conducting professional research studies on the effectiveness of the program intervention. Several aspects of the program are currently being studied and will be submitted for publishing upon completion. Results will also be used to improve the program.

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