260125_Chapter_1D_-_Attachment_EAP_Questionnaires_(MOA_and_QE)-RETURN_WITH_BID.xlsx
XLSX spreadsheet 35 KB Posted
- Solicitation number
- 260125
- Issued by
- Pima County, Tucson City, Arizona
About this file
This is an Employee Assistance Program (EAP) Questionnaire for RFP #260125 issued by the City of Tucson, Arizona, seeking a comprehensive EAP services provider. The document is a detailed questionnaire designed to evaluate potential contractors, with sections covering minimum requirements, method of approach, qualifications, experience, and reporting capabilities. The contract is targeted to begin on July 1, 2026, with an implementation period leading up to open enrollment in May 2026. The questionnaire requires respondents to provide extensive information about their organizational capabilities, including service delivery methods, customer support, compliance with HIPAA regulations, counseling approach, and ability to support the City's workforce.
The document outlines specific requirements for the EAP provider, including maintaining a minimum of five face-to-face counseling sessions per employee/household member, 24-hour access to counselors, multilingual support, and capabilities for crisis intervention and management referrals. The City seeks a provider with at least five years of experience, 5,000 full-service covered members, three Arizona clients with a minimum of 2,000 members per client, and no recent bankruptcy filings. The questionnaire emphasizes the need for comprehensive services including legal advice, financial wellness, elder and child care support, and robust reporting capabilities, with a focus on supporting the overall health and wellness of the City's workforce through a holistic and accessible employee assistance program.
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Questionnaire Instructions
| Questionnaire Instructions to Offerors: |
| ***DO NOT ALTER THE QUESTIONS OR QUESTION NUMBERING***. |
| Ø Provide answers to the questionnaires in MS Excel format (per instructions on the Excel files--Questionnaires. |
| Ø Provide an answer to each question even if the answer is “not applicable” or “unknown.” |
| Ø Answer the question as directly as possible. |
| Ø If the questions ask “How many…” provide a number. |
| Ø If the question asks “Do you…” indicate Yes or No first, followed by your additional narrative explanation. |
| Ø Lengthy responses may be truncated when displayed. Be concise in your response. Use bullet points as appropriate. Reconsider how to word any response that exceeds 200 words in length so that the response contains the most important points you want displayed. |
| Ø Where you desire to provide additional information to assist the reader in more fully understanding a response, refer the reader of your RFP response to your appendix/attachments. |
| Ø RFP responses will become part of the contract between the winning Contractor and the City of Tucson. |
| Ø Any references to “Client” in the questionnaire refer to the City of Tucson. |
Answers to the questions must be provided in MS Excel format. Failure to complete the questionnaire and submit in MS Excel format without alterations will make it difficult to thoroughly understand your proposal.
&"-,Bold"&14RFP #260125 Attachment 1D - Employee Assistance Program
&"-,Bold"&10&F&"-,Regular" Page &P
MOA Questionnaire
| MINIMUM REQUIREMENTS | OFFEROR RESPONSE | |
| 1 | Please confirm you have been in business, performing the services being proposed herein, for a minimum of five (5) years. | |
| 2 | Confirm you have five thousand (5,000) full-service Contractor covered members | |
| 3 | Confirm you have at least three (3) Arizona clients under contract with a minimum of two thousand (2,000) total members per client | |
| 4 | Confirm you have had no bankruptcy filings within the last five (5) years | |
| 5 | Acknowledge you are compliant with all City of Tucson and federal applicable regulations and currently not restricted or prohibited from conducting business in all states where City of Tucson’s members reside or access related goods and services | |
| 6 | Confirm you have no current senior officer, board member, or director with a felony conviction on record. |
Address how you will meet each of the requirements listed under Scope of Work. If you intend to provide services that differ from what is outlined in the Scope of Work, you must provide a detailed explanation of how your services will differ and why that method is an appropriate method for meeting the City’s needs in the Deviations and Exceptions section.
| METHOD OF APPROACH - GENERAL INFORMATION | OFFEROR RESPONSE | |||
| 1 | Organization: Please complete the following background information about your organization: | |||
| 1a | Organization’s name | |||
| 1b | Address of your corporate headquarters | |||
| 1c | Address of the location that will service the City of Tucson’s account | |||
| 1d | Date your firm became operational | |||
| 1e | Ownership of your firm | |||
| 1f | If your firm is not a corporation, please advise who each of the partners, proprietors or other owners are and whether they have interest in any other service provider firms related to any services requested under this RFP. | |||
| 1g | Is your organization "affiliated" with another company? If so, describe the affiliate relationship. "Affiliated" means owned by another company, owned by a common controlling shareholder or interest, or inter-tied by contract so as to be under the dominion or influence of another. | |||
| 1h | Has your organization acquired, been acquired by, or merged with another organization in the past 24 months? | |||
| 1i | Is your organization anticipating restructuring or reorganizing in the next two years? (Include any major staff relocations or office closings.) | |||
| 1j | In order to meet ALL of the services in this Attachment are you including any subcontractors or partners in the delivery of ANY services to the City? If so, please list ALL subcontractors and partners including a list of services they will provide, their location and any fees that will be associated with their services. | |||
| 1k | Offshore: Identify any services under any subsequent contract that may be awarded as part of this RFP that are currently or planned to be performed outside the borders of the United States. | |||
| 2 | Litigation: | |||
| 2a | Is your organization involved in any current litigation against or from the City? If yes, please describe. | |||
| 2b | Have you been involved in litigation within the last five years arising out of your performance in the administration of a program similar to what your organization is proposing for the City of Tucson? Exclude routine matters involving participants that do not reflect on your organization’s performance under the contract with your client. If the answer is yes, explain fully. | |||
| 3 | Laws: | |||
| 3a | Explain how you stay current with changes in federal and state laws pertaining to the services you are proposing. | |||
| 3b | Do you agree to supply, upon request by the City, verification of compliance with any regulation stipulated herein or pursuant to any state or federal law? | |||
| 4 | HIPAA: | |||
| 4a | Are all your systems and staff HIPAA compliant? | |||
| 4b | Have you had a HIPAA violation in the past? If yes, please describe. | |||
| 4c | Are you aware of any complaints that have been filed against your organization regarding HIPAA EDI, Privacy or Security with a government oversight agency? | |||
| 4d | Do you collect the minimum necessary data needed to administer your program in compliance with HIPAA privacy? | |||
| 4e | How do you remain current on the latest HIPAA developments / changes? | |||
| 4f | Do you plan to sell, lease or transfer the City’s protected health information (PHI) to a third party in the course of administering this contract or after the contract has terminated? | |||
| 4g | Please discribe the liability insurance (including the amount) that your organization currently holds. Include HIPAA coverages you hold. | |||
| 4h | Do ou agree to communicate through HIPAA-coompliance electronic sites to exchange data between yourself and any other required contractor as requested by the City at no additional cost? | |||
| 5 | Implementation: | |||
| 5a | Do you agree to begin implementation immediately upon award or at the direction of the City, and participate as specified in this RFP in the open enrollment for coverage that will begin July 1, 2026? Open Enrollment generally occurs the month of May. | |||
| 5b | Provide an implementation plan outlining tasks necessary to install the program, the timetable and the parties responsible with a July 1, 2026 effective date. | |||
| 5c | Will you provide the City with communications and data support within a specified time-frame designated by the City during implementation for a successful transition to the new contractor? Describe. | |||
| 5d | What is the minimum amount of implementation lead-time you need in order to initiate the proposed services for the City of Tucson? | |||
| 5e | List any transition issues the City of Tucson should consider with respect to moving services from an existing Contractor to your organization. | |||
| 5f | Are there any specific administrative procedures or information that your firm will need from the City of Tucson in order to implement your services? If yes, describe. | |||
| 6 | Scope of Work: | |||
| 6a | Do you agree to provide each and every item listed in the Scope of Work? | |||
| 6b | If not, have you listed all deviations or exceptions on the Deviations exhibit? | |||
| 7 | Future: | |||
| 7a | What features or enhancements to the program or services you are proposing are on your roadmap for the next 12 months? | |||
| 7b | How do you anticipate assisting members if another pandemic crisis were to arise? | |||
| 8 | Commissions: Confirm your proposal is net of commissions. | |||
| 9 | Eligibility and Billing: | |||
| 9a | Confirm you agree that the City determines eligibility for coverage. | |||
| 9b | Do you agree to provide coverage for members on approved leave of absence (with or without pay) provided the member and the City continue to pay premiums according to the City's rules for the period of the approved leave of absence? | |||
| 10 | Account Management: | |||
| 10a | Provide information about access you can provide to the City of any electronic tracking and resolution log of all open and closed City issues. | |||
| 10b | Do you agree to notify the City within 1 business day of receipt of any public information written request regarding any information that relates to the City’s benefit plans and to review all responses with the City and obtain approval prior to the release or response of any inquiry? | |||
| 10c | Do you agree to respond to the City’s HR team’s questions within 1 business days of request (even if the answer is “I am working on it”)? | |||
| 11 | Onsite Visits: | |||
| 11a | Do you agree to provide knowledgeable personnel to attend onsite meetings as noted in this RFP? | |||
| 11b | Do you agree to attend in person benefit fairs (2 per year), quarterly and annual on-site program reviews, with periodic telephone calls, upon request from the City’s insurance benefits office? | |||
| 12 | Customer/Member Service: | |||
| 12a | Describe your company’s expectations for quality of customer service. | |||
| 12b | Describe your customer service capabilities. | |||
| 12c | How many customer service representatives are employed by your organization? | |||
| 12d | What is the average tenure of your customer service representatives? | |||
| 12e | Confirm you will provide at a minimum a designated customer service team of representatives for the City and describe that team. | |||
| 12f | How are after hours calls handled? | |||
| 12g | Do members have access to the customer service group via: | Yes | No | Hours Available if |
Applicable (AZ Time)
| 12gi | Phone |
| 12gii | |
| 12giii | On-site face-to-face as needed |
| 12h | Would the City be provided with a dedicated member services 800 number? |
| 12i | Where is the customer service staff located that will service the City of Tucson account? |
| 12j | What is the ratio of member services representatives to 1,000 members? |
| 12k | Describe your phone management system's ability to track, monitor and manage incoming calls. How are calls distributed to staff? |
| 12l | Describe your training program for member services representatives. |
| 12m | Describe the type of background checks your organization conducts on potential new employees. |
| 12n | Do your customer service representatives have outbound call capabilities and authority? |
| 12o | Do you provide members with limited English proficiency, Spanish-speaking, and those who are deaf or hearing impaired with access to communication services that enable them to utilize the phone lines? |
| 12p | Please detail your escalation process to assist in matters that cannot be resolved at the customer service unit level. |
| 13 | Data: (Respond with no more than 500 words in total) |
| 13a | Describe your organization’s approach to authorizing systems access and City information access both for your employees and for participants of the program. |
| 13b | Who owns the critical data (i.e., client information, network data, etc.) within your organization and how is it secured? |
| 13c | What quality control measures do you have in place to ensure it remains secured? |
| 13d | Are these processes audited? If yes, how often? |
| 14 | Historical Results: Please provide the following statistics for calendar years 2024 and 2025: |
| 14a | Average speed to answer: ___% within 30 seconds |
| 14b | Busy rate: ___ seconds |
| 14c | Abandonment Rate : ___% |
| 14d | Resolution of an issue on the first call |
| 15 | Communications: |
| 15a | What type of communication support do you provide to your clients (videos, posters, kits, etc.)? |
| 15b | Please provide sample communication materials you have produced for your clients. |
| 15c | Are customized communications available at no additional cost to the City? |
| 15d | Does your organization have the capability to provide communication pieces in Spanish and other languages? Please specify which languages you can accommodate |
| 15e | Identify the services and any communication allowances you will provide to help the City introduce the new program to its employees. |
| 15f | Describe all services currently available to members on your website. What on-line services do you expect to make available to members in the coming year? |
| 15g | Confirm you will supply electronic member communication materials (flyers, plan benefit information, etc.) at no additional cost to the City. Contractor will print materials and ship them to the City at no additional cost on an as needed basis. |
| 16 | Website and/or Mobile Applications: |
| 16a | Indicate if you have a mobile application or mobile optimized website. |
| 16b | What features does the mobile application include or is it limited compared to the regular member website? |
| 16c | What information (if any) can be customized by the City at no additional charge? |
| 16d | If you offer one, provide information regarding how to access your mobile application. |
| 16e | Indicate whether and how you maintain consistency between your mobile application and website. |
| 16f | Please provide a temporary login and link to your website and/or information on your mobile application(s) that would be used by the City and their participants. |
| METHOD OF APPROACH - EAP | OFFEROR RESPONSE | ||||
| 1 | Describe your proposed program in detail. Include the following information, at a minimum: | ||||
| 1a | Number of face to face sessions per employee/household member per issue | ||||
| 1b | Approach to connecting a plan member with an appropriate counselor | ||||
| 1c | Accommodations for Public Safety personnel (Police & Fire) | ||||
| 1d | Approach to connecting members in need of continuing counseling to in-network providers. How do you coordinate with the City’s medical program to ensure members are utilizing an in-network provider or transitioned to an in-network provider. | ||||
| 1e | Resources available through the program in addition to counseling (crisis lines, live web chat, wellness resources, newsletters, etc.) and how these resources are made available | ||||
| 1f | Methods available for scheduling services (telephone, email, web portal, etc.) | ||||
| 2 | Describe your approach to educating employees about the program and your plan for ongoing communications. Include samples such as brochures, screen shots, etc. | ||||
| 3 | Please explain how you promote services to eligible household members of employees. | ||||
| 4 | How do you propose to alert the City’s key management and Benefits staff regarding problem areas or trends identified from your EAP services? | ||||
| 5 | Will you provide 24-hour access to an EAP counselor qualified to assess and triage cases? Will you maintain this 24-hour service seven days a week, through a toll-free number, including telephonic crisis counseling? | ||||
| 6 | If the coverage furnished by your company differs in any respect from the benefits general conditions, stipulations or other provisions of the specification requested herein, indicate clearly on the Deviations exhibit. If you do not so indicate, it will be assumed that the benefits and contract provisions including services contained in your proposal do match or improve upon the benefits described herein. | ||||
| 7 | Can you provide initial and ongoing training for the City’s Benefits staff and appropriate managers and supervisors regarding the EAP program, proper referrals, early warning signs, problem employees, etc.? Describe the training program. | ||||
| 8 | Does your plan use maximum allowable cost for limiting non-network allowances? If yes, explain how the allowable is derived. | ||||
| 8a | Please confirm that the billing will be conducted on a self-bill basis and there will not be a reconciliation done following payment. | ||||
| 8b | Grace Period: Confirm you agree to accept payment of fees and premiums 60 days in arrears. For example, July’s premium would be due August 29. | ||||
| 9 | How will you assist the City’s supervisors and managers in identifying employees appropriate for referral to your EAP services? | ||||
| 10 | Indicate who may make a referral to your services (e.g. supervisor, co-workers, doctor, family member, etc.). | ||||
| 11 | How do you handle anonymous referrals (e.g., a co-worker or family member makes a referral regarding an employee but does not want to be “known”)? | ||||
| 12 | Outline the process from initial phone call to the first meeting with an EAP counselor. | ||||
| 13 | Indicate the average time to complete your intake process. | ||||
| 14 | Indicate the qualifications of the staff who interact with the individual from initial phone call or walk-in, to triage and actual counseling. | ||||
| 15 | How do you manage individuals who are initially assessed as having long-term treatment needs (e.g., needs beyond the purchased number of EAP visits)? | ||||
| 16 | How do you accommodate calls to your EAP Program from people who: | ||||
| 16a | Do not speak English? | ||||
| 16b | Are hearing-impaired? | ||||
| 17 | Indicate the process/protocol for triage intake. | ||||
| 18 | How do you match the enrollee’s needs with the EAP counselor’s skills and expertise? | ||||
| 19 | List any behavioral health (mental or substance abuse) diagnosis which your EAP does not handle. | ||||
| 20 | What services can your organization offer to an employee who tests positive during a random drug screening? | ||||
| 21 | Indicate your staff counseling services availability for: | ||||
| 21a | Pediatric | ||||
| 21b | Adolescent | ||||
| 21c | Adult | ||||
| 21d | Geriatric | ||||
| 22 | Describe your wellness promotion / maintenance services available for the City (e.g., stress, weight reduction, smoking cessation, eating disorders, adolescent conduct, positive parenting, etc.), seminars/lunch and learns. How many hours are available, if any? | ||||
| 23 | What is your protocol for individuals who indicate that they may have Post-Traumatic Stress Disorder due to work related activities? | ||||
| 24 | What do you do when a patient exhausts the number of visits available under their employer’s EAP plan design? | ||||
| 25 | How do you assist an individual who exhausts their number of visits on the EAP find and transition to a new provider in their medical plan who has the expertise to treat their issue? | ||||
| 26 | When a patient exhausts the available visits and is referred to another provider for continuing care, how are the patient’s records transferred? What steps are taken to refer the patient to a provider in the patient’s healthcare plan network? | ||||
| 27 | Please provide a list of medical networks that your providers are also contracted with in order to help facilitate the ease of care for the City’s plan participants should they need to transition from the EAP to the medical network for continued care. | ||||
| 28 | Describe your resources for mediation / management referrals relative to job performance problems, substance abuse identification and intervention, and conflict resolution, and other items including general counseling. Confirm that these sessions are included in your base pricing and are not applied as "training" hours. Confirm that these sessions are included in your base pricing and are not applied as “training” hours. | ||||
| 29 | Describe your mediation / management referral process for emergencies, crisis response, and crisis intervention. Indicate what you believe to be the best practices regarding management referral for services, and what steps you take relative to addressing matters with the greatest amount of discretion and confidentiality possible. Confirm that these sessions are included in your base pricing and are not applied as “training” hours. | ||||
| 30 | Provide a listing of all available training programs in your library to include title, description and length (30 mins, 1 hr, etc.) | ||||
| 31 | Do you offer telephonic, video or text sessions in lieu of face to face sessions? If so, please describe how the member accesses care and how they stay connected with the same provider. | ||||
| 32 | Complete the following chart regarding services available from your EAP Program. | Benefit Available Yes/No | Benefit Available Within Fees Quoted? Yes/No | Services Provided by Staff of Your Firm Yes/No | If services provided under a subcontracted arrangement, indicate name of Contractor with whom you work. |
| Service (Advice and Information) | |||||
| Legal | |||||
| Identity Theft | |||||
| Financial | |||||
| Wellness | |||||
| Elder Care | |||||
| Child Care | |||||
| Pet Care | |||||
| Worik/Life Resources | |||||
| Health Information Audio Library | |||||
| Mediation / Management Referrals – General Counseling | |||||
| Mediation / Management Referrals – Emergency & Crisis Response | |||||
| Career or Education Services | |||||
| Training / Educational Resources | |||||
| Other: | |||||
| 33 | Please provide descriptions regarding “Yes” answers to services available from your EAP Program in the above chart. | Description | |||
| Service (Advice and Information) | |||||
| Legal | |||||
| Identity Theft | |||||
| Financial | |||||
| Wellness | |||||
| Elder Care | |||||
| Child Care | |||||
| Pet Care | |||||
| Worik/Life Resources | |||||
| Health Information Audio Library | |||||
| Mediation / Management Referrals – General Counseling | |||||
| Mediation / Management Referrals – Emergency & Crisis Response | |||||
| Career or Education Services | |||||
| Training / Educational Resources | |||||
| Other: |
&"-,Bold"&14RFP #260125 Attachment 1D - Employee Assistance Program
Q&E Questionnaire
| QUALIFICATIONS AND EXPERIENCE | OFFEROR RESPONSE | ||||
| 1 | Organization: Please complete the following information about your organization: | ||||
| 1a | Provide a Brief History | ||||
| 1b | Date your firm became operational for the services requested in this Attachment | ||||
| 1c | How many employees does your organization have? | ||||
| 1d | What is the average tenure of your behavioral health counseling staff? | ||||
| 1e | In Arizona, what is the size of the staff that will service the City of Tucson? | ||||
| 1f | How long have you been providing services requested in this Attachment to employers in Arizona? | ||||
| 1g | Describe your experience providing services to other public sector employers in Arizona. | ||||
| 1h | How many direct group plan sponsor clients do you currently service? | ||||
| 1i | What is the average group size (covered employees)? | ||||
| 1j | What proportion of your business is providing the coverage you are proposing? Other lines of group coverage you are not proposing? Please detail. | ||||
| 1k | What are your long-term corporate objectives regarding your business with respect to the coverage you are proposing? | ||||
| 1l | In what states are you NOT licensed to do business? | ||||
| 1m | What certifications, accreditations, awards or recognition has your organization received? | ||||
| 1n | What is your organization’s customer service philosophy? How do you ensure consistent implementation of the philosophy? | ||||
| 1o | Please explain how you will ensure the City and their plan participants will receive exceptional service from your organization. Define exceptional service. | ||||
| 1p | What key attributes distinguish your organization from your competitors? | ||||
| 1q | How will the service you are proposing support the overall health and wellness of the City’s workforce? | ||||
| 2 | Financials: Describe the financial condition of your company. | ||||
| 3 | Account Management: | ||||
| 3a | Provide the name of the client manager who will be responsible for the City of Tucson including a brief bio with location, years with your organization and a brief summary of their experience. | ||||
| 3b | Describe Key Personnel of the team to be designated to the City’s account. Provide the names, titles, location, brief bios, qualifications and capacity in which they will serve. | ||||
| 3c | Confirm you agree to provide the necessary staff for planning, transition, implementation, requested onsite meetings and the ongoing administration of the plan at no additional cost to the City? | ||||
| 3d | Describe your account management team’s experience in providing services for similar entities including how they will be trained in the City’s plan issues, their accessibility to the City and their capacity and authority to respond to the City’s issues in a timely manner. | ||||
| 3e | Provide information about access you can provide to the City of any electronic tracking and resolution log of all open and closed City issues. | ||||
| 4 | References: | ||||
| Current Client References (Similar Sized Arizona Clients Preferred) | |||||
| Client Name | Contact Name | Phone Number and Client Location | Number of Members | Contract Start Date | |
| 4a | |||||
| 4b | |||||
| 4c | |||||
| Recently Terminated Clients (Similar Sized Arizona Clients Preferred) | |||||
| Client Name | Contact Name | Phone Number and Client Location | Number of Members | Contract Start Date | |
| 4d | |||||
| 4e | |||||
| 4f |
| REPORTING | OFFEROR RESPONSE | |
| 1 | Consultative Analytics: Confirm you will provide Quarterly and annual consultative analytics measuring types of EAP services accesses by participants. | |
| 2 | Standard Reports: | |
| 2a | Confirm that at a minimum you are able to provide the reports identified in the Scope of Work section titled “Data and Reporting” and at the frequency rate requested at no additional cost to the City. | |
| 2b | List the reports you will make available to the City | |
| 2c | Please provide sample copies of these reports. | |
| 2d | What kind of reports are accessible by the City through the Internet or on your website? | |
| 2e | Can the City and their designated consultant generate reports on their own or are reports delivered by secure website or email on a periodic basis? Please explain. |
&"-,Bold"&14RFP #260125 Attachment 1D - Employee Assistance Program
File details come from the government source that posted it. Updated .