19-C4 - EAP Questionnaire.xlsx
XLSX spreadsheet 89 KB Posted
- Attached to
- Ancillary Insurance Benefits
- Solicitation number
- RFP 2026-018
- Issued by
- Johnson County, Texas
About this file
This is a Request for Proposal questionnaire and financial analysis document prepared by Lockton Companies on behalf of the City of Burleson, Texas, for the procurement of an Employee Assistance Program (EAP) and mental wellbeing solution. The City seeks comprehensive mental health services including counseling and referral services for employees and household members, behavioral risk assessments, online capabilities such as virtual care and chat therapy, critical incident support services, supervisor and manager training, workplace trainings, work-performance referrals, legal and financial counseling services, peer-to-peer counseling, public safety-specific solutions, resiliency programming, and telemental health services. The effective date for the new contract is January 1, 2027. Vendors are required to submit proposals through the City's online procurement platform, Bonfire, and must provide a comprehensive questionnaire addressing implementation, communication, customer service, account management, network and provider information, reporting capabilities, performance guarantees, and public safety offerings. The RFP includes detailed requirements for vendor qualifications, current client references, and specific service delivery capabilities.
The current EAP vendor is Alliance Work Partners, operating under a 6-session model at a rate of $1.97 per employee per month (PEPM) with an annual cost of approximately $13,002 for 550 covered lives. Vendors must submit pricing for multiple session models (6-session, 8-session, 10-session, and unlimited visits options) and provide a mandatory five-year rate guarantee. The City's employee population fluctuates seasonally, ranging from 545 to 625 employees annually, and vendors are required to account for this variability in pricing assumptions. The current program includes critical incident stress debriefing services, onsite counseling, training and education, a Safe Ride Program with substance abuse referrals, case management, legal and financial services, well coaching, chat therapy, and customized training. Vendors must demonstrate capability to provide performance guarantees with fees at risk for implementation, claims processing, customer service, and reporting performance, and must commit to available attendance at up to 30 annual open enrollment meetings across City facilities.
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Text version
Front Cover
Request for Proposal Employee Assistance Program
City of Burleson
Prepared by:
Lockton Companies
| 2100 Ross Ave |
| Suite 1200 |
| Dallas, TX 75201 |
| www.lockton.com |
Introduction Mental Wellbeing Solutions
| Background |
| City of Burleson has requested Lockton Companies to complete an evaluation of its Mental Wellbeing strategy. |
| Because the City covers all full‑time and part‑time employees, membership naturally fluctuates throughout the year. For the 2025 plan year, enrollment levels ranged from 545 to 625 as seasonal staffing needs changed. We ask that you consider this variability in your pricing assumptions. |
| Current Program | ||
| The current EAP vendor is Alliance Work Partners (AWP). | ||
| Requested Services | ||
| Please quote a mental health solution that includes all or part of the following: | ||
| v | Counseling and referral services for the employee and household members | |
| v | Behavioral risk assessment | |
| v | Evaluation and assessment tools | |
| v | Online capabilities for employees and family members such as virtual care, text, or chat therapy | |
| v | Critical incident support services | |
| v | Supervisor and Manager training | |
| v | Workplace trainings and seminars | |
| v | Management consultation | |
| v | Work-performance referrals | |
| v | Use of EAP sessions for financial and legal counseling | |
| v | Online program featuring do-it-yourself legal forms, financial calculators, and self-search locators for child care and elder care | |
| v | Peer-to-peer counseling | |
| v | Public Safety specific solutions | |
| v | Resiliency programming | |
| v | Employer utilization reports | |
| v | Specialized network of clinicians for Public Safety/ First Responders | |
| v | Telemental health services / access to network | |
| Effective Date | ||
| January 1, 2027 |
| Proposals should be uploaded via the City's online procurement site, Bonfire. Go ONLINE to enroll in Bonfire and pull down the RFP specifications and documents. |
| Lockton Team - Dunning Series |
| Morgan Young |
| Kristy Hinojosa |
| Commission Level |
| Net commissions |
| Service |
| Rates |
| Rate Validation/Check |
| Network Accessibility |
| Claims Service |
| New Client/Prospect |
| Renewal Review |
| Other |
| Flat fee |
| Capitated fee (per employee per month) |
| Flat percentage of premium |
| Graded percentage of premium |
| Member-based sliding schedule |
| Net of commission |
| Other |
&"Garamond,Regular"&8&G &"Garamond,Regular"&8&P
Vendor Information
| Carrier Name |
| Carrier Contact Name |
| Carrier Contact Email Address |
| Carrier Contact Phone Number |
Questionnaire
| Mental Wellbeing Questionnaire | ||||||
| For completion by bidding vendor | ||||||
| Organization | [Insert Vendor Name] | |||||
| 1 | Provide three current client references similar in size (based on funded lives) and industry. Include contact name, title and phone number. | |||||
| 2 | Provide relevant examples of your successes with current public entity clients. | |||||
| 3 | Describe your efforts to accommodate client needs to address mental health during the pandemic. | |||||
| Implementation | ||||||
| 4 | Do you provide initial interface meetings with the employer's benefit carriers, if necessary? | Please Select | Please Select | Yes | No | |
| 5 | Can you provide EAP/Mental Health programming and/or Work Life-related HR policy review and recommendations to employers? | Please Select | ||||
| 6 | Do you provide introductory communication to member's homes? (If postage is a pass through cost, please list that out on the financial analysis tab) | Please Select | ||||
| Communication | ||||||
| 7 | Do you provide initial employee orientations? | Please Select | ||||
| 8 | Do you provide the following at no additional cost? | |||||
| - | Enrollment kits, posters, brochures | Please Select | ||||
| - | Monthly employee articles | Please Select | ||||
| - | Ongoing employee orientations | Please Select | ||||
| - | Participate in health fairs and/or organizational events | Please Select | ||||
| - | Monthly HR e-mailer | Please Select | ||||
| - | Employee wellness seminars | Please Select | ||||
| - | Work-Life seminars (child care, elder care, parenting, and lifestyle) | Please Select | ||||
| - | Member access to a Web site for educational tools | Please Select | ||||
| - | Can your website be customized for City of Burleson? | Please Select | ||||
| Customer Service/Member Service | ||||||
| 9 | Can members sort caregivers by demographic? (i.e., religion, gender, race) | Please Select | ||||
| 10 | Do you provide life cycle kits (i.e. new baby, child safety, college bound, senior fitness)? | Please Select | ||||
| 11 | What was the turnover rate of your customer service representatives in the last 12 months? | |||||
| 12 | What was your toll-free number average answer time and abandonment rate for the last 12 months? | |||||
| 13 | What are the hours available for the call center? If 24 hour support is available, please describe any limitations in service offerings. | |||||
| Account Management | ||||||
| 14 | Do you provide a dedicated account manager? | Please Select | ||||
| 15 | What was the turnover rate of your account managers in the last 12 months? | |||||
| 16 | How often will your account manager review the quality and effectiveness of the EAP program with City of Burleson? | |||||
| 17 | Is your organization able to work/coordinate with any internal programs or models the client may have in place or have in development? | Please Select | ||||
| Network and Provider Information | EAP Providers Only | |||||
| 18 | Provide the total number of clinicians in your network within a 30 mile radius of the City of Burleson. |
| 19 | Complete a GeoAccess analysis using the census data provided and identify the percentage of employees by level of access to network providers. |
| 20 | Confirm ability to complete in person counseling services or virutal based on client needs. |
| 21 | Describe your ability to integrate with the current health plan for transition of care. |
| Reporting | |||
| 22 | Do you monitor participation in these programs through reporting? | Please Select | |
| 23 | Does your reporting indicate the following: | ||
| - | Total Identified Members | Please Select | |
| - | Total Participating Members | Please Select | |
| - | Total Members who declined participation | Please Select | |
| 24 | How often is reporting available (monthly, quarterly, annually)? | ||
| 25 | Do you utilize member satisfaction surveys? | Please Select | |
| 26 | Do you provide the client detailed reporting on the number and presenting issues for counseling sessions? | Please Select | |
| 27 | Do you have capabilities to manage a mandatory referral program including providing updates to employer, specifically HR, of compliance (non-PHI) with the mandatory referral program? | ||
| Performance Guarantees/Fees at Risk | |||
| 28 | Please describe performance guarantees available for |
customer service, account management, and program utilization.
| 29 | Please indicate any fees at risk available for performance of your solution. |
| Public Safety | |
| 30 | Describe your products and services dedicated specifically to public safety / first responders. |
| 31 | Describe your ability to roll out the program directly to public safety separate from the rest of the civilian population. |
32 Explain how your network/vetting will get public safety / first responders to a qualified clinician.
33 Does your offering include an app specific to public safety / first responders? If so, please describe.
34 Do you support direct contracting with specific counselors vetted by public safety support groups?
35 Would you include the direct contracting with specific counselors within your PEPM rate or as a pass-through cost?
| Plan Design and Exclusions | |
| 36 | Does your plan offer counseling services for juvenile dependents? Please note details and any exclusions. |
| 37 | Do you support Department of Transportation regulated substance abuse services, such as mandatory referrals and counseling? Please note any exclusions. |
| 38 | Do you provide a Department of Transportation mandatory reasonable suspicion training program? Please provide specific details. |
&"Garamond,Regular"&8&G &"Garamond,Regular"&8&P
Financial Analysis
| Mental Wellbeing Solution Financial Analysis | ||||
| For completion by bidding vendor | ||||
| Current - Alliance Work Partners | [Carrier] | [Carrier] | [Carrier] | |
| 6-Session Model | 8-Session Model | 10-Session Model | Unlimited Visits Model | |
| Mental Wellbeing Services | [Effective Date] | [Effective Date] | [Effective Date] | |
| Approx Employee Lives* | 550 | |||
| Rate PEPM (if applicable) | $1.97 | $0 | $0 | $0 |
| Annual Cost | $13,002 | $0 | $0 | $0 |
| Rate Guarantee (You must offer a 5 year rate guarantee) | 5 Years | 5 Years | 5 Years | |
| Ancillary Services | ||||
| Work/Life Services | Included | $0 | $0 | $0 |
| Critical Incident Support/Critical Incident Stress De-Briefing (CISD) Services—Standard Services (On-site attendance response time in greater than 3 hours) | Unlimited Standard CISD sessions are included in the EAP Session Model PE/PM Rate. CISD Services are limited to 5 hours per incident. CISD hours used, whether fee for service and/or within the bank of standard hours, are calculated based upon the combined total number of hours all clinicians are on-site. Reponse time is more than 48 hours. Minimum of 5 participants required - even less than 5 participants, session is considered Onsite Counseling/Grief Support service. | $0 | $0 | $0 |
| Critical Incident Support/Critical Incident Stress De-Briefing (CISD) Services—Immediate Services (On-site attendance response time within 3 hours or less) | Fee for Service Immediate CISD Pricing: $300.00 per hour with a 2 hour minimum plus travel and preparation expenses reimbursed at a flat rate of $200.00 per counselor. Response time is within 5 to 48 hours. | |||
| Onsite Counseling/Grief Support related to CISD | One-on-one onsite counseling, at private location provided by employer during normal business hours Mon-Fri, 8AM to 5PM - rate is $250 per hour with 2 hour minimum and $95 per hour travel time for counsleor with 1 hour minimum. Rates for outside normal business hours are $300 per hour with 2 hour minimum and $95 per hour travel time for counsleor with 1 hour minimum. | |||
| Onsite Counseling/Grief Support UN-related to CISD | $150 per hour plus travel expenses | |||
| Training and Education | 3 hours of Training and Education are included in the EAP Session Model PE/PM Rate. Training and Education services may be on-site, or for web-based seminars for a minimum of 5 employees. |
Training beyond provided 3 hours is $200 per hour plus travel expenses.
Specialized Training $200 per hour in the Training Catalog.
Additional Services (Please list)
Please use this space to share pricing for any additional available programs or solutions that may compliment an internal EAP program. Safe Ride Program (included). One way travel cab/ride share fee reimbursed up to $50 (excludes tips and surcharges) after receving claim form and supporitng receipt documentation. Participants that use Safe Ride more than 1 time in 12 month period or 3 times in 36 month period, will be referred to substance abuse counselor. 3 years from third use, Safe Ride participant ability will be reinstated.
Unlimited Consultation Including Assistance with Development of Policies and Procedures - included with no extra fee
Case Mangement Services included at no extra fee
Referral to Long-Term Treatment Resources included at no extra fee.
USDOT SAP services referrals and case management services included at no extra fee.
Well Coach and Legal and Financial Services WellCoach - preventive health and complimentary care, coaching and educational services aimed at participants to become and reamin healthy.
Legal and Financial Services include a free 30 miute consultation with an attorney or advisor and a 25% discount on services rendered. Access to free legl documents and forms are included on the Aetna member website.
| Chat Therapy/Talk Space | Chat Therapy delivers counseling via telephone, video and by text. | |||
| Online Resources | Online resources include articles and self assessments, adult care and child care search tools, stress resource center, video resources, live and recorded webinars, mobile app. | |||
| Customized Training | Customized Training is designed to meet the needs of your specific workplace. May include adapting a wellness or workplace seminar to meet your organization’s needs or creating a new presentation tailored to your specifications. Current resources catalog is included in RFP source documents. | |||
| Performance Guarantees/Fees at Risk | ||||
| $0 | $0 | $0 | ||
| Commissions | Net of Commission | Net of Commission | Net of Commission | |
| Additional Notes |
*Because the City covers all full‑time and part‑time employees, membership naturally fluctuates throughout the year. For the 2025 plan year, enrollment levels ranged from 545 to 625 as seasonal staffing needs changed. We ask that you consider this variability in your pricing assumptions.
&"Garamond,Regular"&8&G &"Garamond,Regular"&8&P
Summary - EAP Services
| EAP Services | |
| For completion by bidding vendor |
| [VENDOR NAME] | |||
| Current Schedule of Benefits | Schedule of Benefits | ||
| General Plan Information | Notes: | ||
| Number of Visits | 6 per member, per issue, per year | ||
| Eligible Members | All employees and household members; includes any individual residing in the employees household | ||
| Virtual Care Services | Included | ||
| Chat/Text Services | Included | ||
| Resiliency Services | Included | ||
| Visit Referred by Licensed Clinician | Yes | ||
| Chemical Dependency Visit, Referral and Community Support | Included | ||
| Personal and Workplace Stress/Conflict Resolution | Included | ||
| Health Management Programs (Smoking Cessation and non-smoking related, etc.) | Included | ||
| Identity Theft Services | Included | ||
| Discount Center | Included | ||
| Mobile App | Included | ||
| Management Referrals | Included | ||
| Legal Resource and Referral Service | Included | ||
| Financial Counseling Resource | Included | ||
| Child Care Referral Service | Included | ||
| Elder Care Referral Service | Included | ||
| Onsite Employer Services (including employee assistance after an on-site accident involving multiple employees) | Included | ||
| Management Training | Included | ||
| Website Training | Included | ||
| Critical Incident Debriefing | Included | ||
| Annual Peer Support Check-Ins for Fire/Police | Included | ||
| Substance Abuse Program (SAP) | Included | ||
| Reporting | Included | ||
| Multilingual Services | Included | ||
| Public Safety / First Responder specific programming | Not Available |
EAP - Geoaccess
| EAP GeoAccess | |
| Network Access Results | |
| GeoAccess reports should detail the percentage of eligible employees that meet the following access criteria: | |
| For completion by bidding vendor | |
| Urban: | xx network EAP vendors within 10 miles |
| Suburban: | xx network EAP vendors within 15 miles |
| Rural: | xx network EAP vendors within 20 miles |
&"Garamond,Regular"&8&P
Template Employee Assistance Program Questionnaire Comparison
| Organization | Carrier 1 | Carrier 2 | ||
| v | Identify and describe your relevant experience with administering EAP/Managed Behavioral Health products similar to this plan in both size and design. | |||
| v | Provide three current client references similar in size (based on funded lives) and industry. Include contact name, title and phone number. | |||
| v | Provide three prior client references similar in size and industry. Include contact name, title, and phone number. | |||
| Implementation | ||||
| v | Describe your process for implementation of the benefit plan including: | |||
| v | Timeline required by your company. | |||
| v | ID card design and welcome package options including time needed for approval by City of Burleson. | |||
| v | Claim form design and approval from City of Burleson. | |||
| v | Participant material production, review, approval, and distribution process. | |||
| v | Implementation and open enrollment communication strategy. | |||
| v | Assuming a business award date of (date), please include a copy of your detailed transition plan/timeline that includes completion dates for each specific task. List any start-up fees. | |||
| v | Please provide an implementation guarantee that includes having ID cards in employees hands and loading/testing of all benefits accurately on or before the effective date of the new plan. Include 'drop dead' dates for receiving all information and the fees you will place at risk for non-performance. |
| v | What type of cost and performance guarantees are you willing to provide for the following areas, along with the amount you will be putting at risk: | |
| v | Implementation | |
| v | Delivery of Cards | |
| v | Delivery of Contract/SPD | |
| v | Account Management | |
| v | Claims Processing | |
| v | Customer Service | |
| v | Reporting | |
| v | Are your fees (rates) guaranteed for more than one year? If not, are you willing to provide a guarantee of two or three years? | |
| v | Do you provide introductory letters to member homes? | |
| v | If so, please provide a copy of your standard new member communications materials. | |
| v | Are you willing to work with the incumbent vendor to transfer data electronically through out the implementation phase? | |
| v | Open enrollment meetings each year will be held at each of the [Client]'s facilities . The carrier representative will need to be available to attend those meetings. There could be as many as 30 different enrollment meetings the first year of implementation. | |
| v | Please provide if you will allow enrolled members to change or drop coverage during an annual open enrollment period. | |
| v | What is the minimum amount of time you believe is necessary to implement City of Burleson's plans in an efficient and effective manner? | |
| v | Please describe the banking options for bill payment that are available to this client. | |
| v | What specific information, not already provided in this RFP, do you need in order to be able to implement properly? | |
| Communication | ||
| v | Do you provide the following at no additional cost? | |
| v | Enrollment kits, posters, brochures | |
| v | Monthly employee articles | |
| v | Monthly payroll stuffers | |
| v | Wallet cards | |
| v | Ongoing employee orientations | |
| v | Participate in health fairs and/or organizational events | |
| v | Monthly HR e-mailer | |
| v | Member access to a Web site for educational tools | |
| v | Can your Web site be customized by client? | |
| Customer Service/Member Service | ||
| v | Describe your standards and procedures for maintaining contact with the employer and employee. Provide timing of these contacts. | |
| v | Does your organization have service offices in [City/State]? If not, from which location will you service City of Burleson's account? | |
| v | Do these offices have previous experience in City of Burleson's type of business? If yes, please specify which and what size employee groups. If not, what will you do to become familiar with the claims experience and nuances of City of Burleson's business? | |
| v | Will you guarantee that all incoming calls form City of Burleson will be returned the same day they are placed? | |
| v | Do you provide dedicated customer service teams to handle member questions/issues or do service center call agents handle claim issues? | |
| v | Provide your performance standards and actual results for the last year for: | |
| v | Average speed of answer | |
| v | Abandonment rate | |
| v | Call blockage | |
| v | Provide the following statistics for the last year: | |
| v | Total number of calls | |
| v | Average length of call | |
| v | Percentage of calls requiring follow-up | |
| v | Percentage of calls totally handled through your voice response system. | |
| v | What is the level and background of staff involved in making service decisions? | |
| v | How does your call center accommodate non-English speaking and hearing impaired callers? | |
| v | The bidder will provide a description of their resources for effective and timely customer service. This will include current customer service staffing levels, dedicated staff commitments, customer service representative (CSR) training (initial and ongoing), systems for CSR call reporting and tracking, CSR performance management and other related activities. | |
| Account Management | ||
| v | What is the current number of clients serviced by the account manager/account executive that would be assigned to City of Burleson? | |
| v | Do you provide a dedicated account manager? | |
| v | What was the turnover rates of your account managers for the last three years, respectively? | |
| v | Will you provide support to City of Burleson to manage client eligibility and other administrative tasks? Can City of Burleson update in real time on-line? | |
| v | How will you help City of Burleson monitor plan performance? | |
| v | How frequently do you provide status updates to your clients? What information is documented and provided at these meeting? | |
| v | How often will your account manager review the quality and effectiveness of the program with the client? | |
| Claims | ||
| v | Do you have the capability to feed the client's Flexible Spending Account (FSA) vendor claims data to be used for substantiation of claims under the FSA program? | |
| v | Is it available for this client? | |
| v | If so, is there an additional cost for this service? | |
| v | What claims reporting will be provided to monitor claims dollars paid in-network, dollars paid by participant tier, total savings attributable to network discounts, dollars not covered, etc? Provide samples of claims reports considered ‘Standard’ and those considered ‘Custom’ (additional cost). |
v Please provide your claim service center statistics for turn-around-time, pay dollar accuracy, average speed of answer, percentage of paid claims paid accuracy, etc. Are you willing to provide service level guarantees, placing fees at risk?
| Benefit Plan Design | |
| v | What incentive-based benefit plan designs and communication tools do you have to encourage employee work performance, health, and well-being? |
| v | Describe how recent improvements in your administrative systems and billing capabilities will enhance the internal administration at City of Burleson. |
v What resources will you provide to ensure effective and timely communication of the new program?
| v | Do you have the ability to price only desired services (i.e., a la carte) versus your full array of services? | |
| v | Please describe your willingness to waive pre-existing condition limitations? | |
| Network and Provider Information | ||
| v | What level (percentile) are you quoting as the out-of-network reasonable and customary allowance? | |
| v | What options are available for out of network payment levels. | |
| v | Please discuss how you determine your out of network payment levels. | |
| v | The source of your data | |
| v | Frequency of updates | |
| v | Provide the total number of psychiatrists in your network in each of the 3 digit zip codes City of Burleson has locations. What percentage of the total psychiatrists in each zip code area participate in your network? |
v What is the average weighted discount (based on book of business utilization) in each of the areas City of Burleson has locations?
v Complete a GeoAccess analysis using the census data in each employer location and identify the percentage of employees having no access to network providers.
| v | What actions are you prepared to take to reduce or eliminate inadequacies in your current network service area? Please describe your process for reviewing nominations of non-participating psychiatrists into your network and the percentage of successful additions occurring in the zip codes relevant to [Client]. |
| v | Are you willing to guarantee your overall network savings percentage if City of Burleson implements a plan design with significant steerage to in-network providers? |
| Reporting | ||
| v | Describe what reporting is available to City of Burleson. | |
| v | Can City of Burleson generate these reports? Is this reporting capability available on-line at no additional charge? | |
| v | Do you offer ad hoc or special-request reporting? Are these also available on-line? Are there additional fees for the standard reporting package and/or ad hoc reports? If so, explain costs. | |
| v | What standard reports are available and how frequently (monthly, quarterly, annually)? Are there additional costs associated with any of these reports? | |
| v | Does your reporting indicate the following: | |
| v | Total Identified Members | |
| v | Total Participating Members | |
| v | Total Members who declined participation | |
| v | Are customized reports available through your organization's web site? | |
| v | Do you provide the client reporting on the number of face-to-face consultations? | |
| Underwriting and Renewal | ||
| v | Do you agree to provide the renewal no later than 120 days prior to the renewal date? |
&"Garamond,Regular"&8&G &"Garamond,Regular"&8&P
Back Cover
| Our Mission |
| To be the worldwide value and service leader in insurance brokerage, employee benefits, and risk management |
| Our Goal |
| To be the best place to do business and to work |
www.lockton.com
© 2021 Lockton, Inc. All rights reserved.
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