36C10E20Q0015-001.pdf

PERFORMANCE WORK STATEMENT

EMPLOYEE ASSISTANCE PROGRAM (EAP) SERVICES

1. GENERAL

The Department of Veterans Affairs Western Area Offices have a requirement to provide Employee Assistance Program (EAP) services by an independent, local counseling service for assessment, referral and limited face-to-face counseling for approximately 745 employees inclusive of their immediate family members, with costs paid by the Regional Office issuing the task order. Immediate family includes spouse, children, including adopted children and employee’s parents.

Costs of additional counseling services will be paid by employees or their health insurance providers. Referrals of employees and/or eligible family members may be self- referral or by a recommendation by any supervisor of the Department of Veterans Affairs Western Area Offices.

2. BACKGROUND

This program serves employees who are experiencing personal problems that may be affecting their job performance, attendance, or conduct. EAP counselors provide assessment, referral, and short-term counseling services to employees with family or marital difficulties, alcohol or drug dependency, financial, mental, emotional or other problems.

3. OBJECTIVE OF THE EMPLOYEE ASSISTANCE PROGRAM (EAP)

Contractor shall independently provide support services to satisfy the overall operational objectives of the Regional Office issuing the task order. Contractor shall provide access to appropriate prevention, treatment and rehabilitation programs and services for employees of the Regional Office issuing the task order with alcohol, drug, mental, emotional, family or other personal problems which adversely affect job performance, and to provide guidance for supervisors to effectively handle problems of employees, which adversely affect job performance.

4. EMPLOYEE ASSISTANCE PROGRAM (EAP) POLICY

4.1. The program is available to all employees and their immediate families, since problems at home may affect work.

Immediate family includes spouse, children, including adopted children and employee’s parents.

4.2. All records and discussions of personal problems will be confidential and will not jeopardize an employee’s job security, promotional opportunities or reputation. These records will be kept by the designated counseling resource;

furthermore, an individual’s specific records will not be reported to the regional office.

4.3. Verification of usage will be accomplished through auditors or auditors suggested by contractor or independent auditors selected by the Regional Office issuing the task order, ensuring confidentiality is maintained for the user.

4.4. Supervisors may use the program to obtain guidance when personal problems of subordinate staff cause unsatisfactory job performance and/or to refer employees to the program.

4.5. It is the policy of the Regional Office to intervene only when problems affect job performance or reflect discredit to the regional office.

4.6. Employees in treatment or rehabilitation will be eligible for sick leave on the same basis as is granted for other health problems; if sick leave is not available, annual leave or leave without pay will be considered.

4.7. These policies do not alter nor replace existing administrative policy or contractual agreements of the Regional Office issuing the task order, but are intended merely to assist the Regional Office issuing the task order in carrying out existing policies.

5. PROGRAM REQUIREMENTS TASKS AND OBJECTIVES

The EAP Contractor is expected to provide, at a minimum, the following:

5.1. Diagnostic Services: To include up to three visits per presenting problem for evaluation, assessment and initial counseling directed toward identifying and assessing the complexity of personal problems, which may affect job performance. The contractor shall provide services of the type herein described to employees and their immediate families during regular work hours. The contractor shall provide a 24 hours toll-free line where callers speak immediately to a counselor.

5.2. Referral Services: Motivational counseling and referral to competent care and follow-up directed toward appropriate community resources for employees and dependents whose problems warrant specialize and/or longer-term counseling. The Services performed under said referrals are not paid for under this Contract. Contractor shall work with Counselee in setting up a referral that is to be paid for by the Counselee and/or by their Federal Employees Health Benefits (FEHB).

5.3. Work-Related Issues: Issues covering job dissatisfaction and/or work-related problems will be referred to the EAP Coordinator of the Regional Office issuing the task order EAP Coordinator or other HR designee assigned in the task order.

5.4. Work-life services to include:

5.4.1. Childcare information and referrals for all types of childcare, camps, and schools. —Eldercare information and referrals

5.4.2. Adoption resources

5.4.3. Academic resources, including customized profiles for military schools, boarding schools and colleges.

College planning guides include sources of financial assistance, educational consultants, SAT information and relevant web sites.

5.4.4. Pet care services that offer information on breeders and groomers, walkers and sitters, kennels, veterinarians, and pet publications.

5.4.5. Legal consultation provided by attorneys for such matters as bankruptcy, credit, estate planning, real estate, wills, etc.

5.4.6. Financial consultation by experts regarding debt matters, investment options, money management and retirement planning.

5.4.7. Tutoring referrals for children needing academic assistance. Employees can receive information on programs that provide tutoring at a designated site or in the home.

5.5. Maintaining individual case files: The contractor shall be responsible for maintaining complete, individual case files for every employee referred for assistance. Such case records shall be maintained in accordance with the confidentiality requirements of Public Law 92-282 and the implementing Federal Regulations. All records of the Employee Assistance Program are considered to be the property of the Department of Veterans Affairs. Contractor shall return the original records to the appropriate persons at the termination of the contract.

5.6. Contractor will provide the Regional Office issuing the task order with brochures, posters and other materials to promote and maintain employee awareness, to familiarize employees and supervisors with services available through the EAP, and to enhance employee and supervisory understanding of how personal problems can affect job performance.

5.7. Management consultation services: To include telephone consultation for the purpose of assisting supervisors to determine and implement a course of action for dealing with an employee with performance problems that may be connected with mental, emotional, drug, alcohol, or personal problems within the scope of this contract. When management requests a consultation, the contractor must respond to the manager within a 24 hour period.

5.7.1. Contractor will provide Annual Supervisory training to the Regional Office issuing the task order to promote the EAP program and detail the various avenues in which Supervisors can utilize the EAP Program.

Training will be approximately one (1) hour annually.

5.8. Training, orientation, and promotional material to include:

5.8.1. Introductory, and quarterly thereafter, informational brochures highlighting EAP topics of employee interest. The brochures shall include, but not be limited to, how to obtain EAP services, what services are available, and who are covered under the program. Material shall emphasize the confidential nature of the EAP program.

5.8.2. An EAP website that can be accessed at home or work so employees have another avenue to be educated and seek topics of interest.

5.8.3. Orientation sessions for employees shall include, but not be limited to, how to obtain EAP services, what services are available and for whom. The orientation shall emphasize the confidential nature of the EAP program. The contractor is expected to have orientation sessions for employees annually.

5.8.4. Training sessions for supervisors shall include, but not be limited to, the following topics: availability of advice and consultation for supervisors, basic distinction between supervision and counseling, general principles of crisis management, need for supervisors to emphasize privacy and confidentiality, voluntary vs. involuntary referral (alternative to administrative adverse action), methods of reporting breakdown or adequacy or continuity of treatment, basic concepts of mental health, illness, alcoholism and substance abuse, treatment methods and prognosis. The government reserves the right of final review and approval of all informational materials to be distributed to employees and supervisors. The contractor is expected to have orientation sessions for managers annually.

5.8.5. Contractor will be notified by the EAP Coordinator(s) of the Regional Office issuing the task order (or other HR designated in the task order) at least 30 days in advance of orientation and training sessions for both employees and supervisors. (*Note: EAP Coordinator(s) are not authorized to give directions to the contractor or make changes to the scope of this PWS without authorization from the Contracting Officer and a modification to the contract.)

5.9. Statistical Reporting Required:

5.9.1. Quarterly, within 30 days after the end of the quarter, the contractor shall provide a summary status report and individual status reports on all active cases, cases dropped, and cases resolved. For each of the categories, alcohol, other drugs and emotional/other (which shall be further sub-classified into emotional/psychological/psychiatric, marital, other family, financial, legal, smoking, weight and other, or such other categories approved by the government).

5.9.2. In order to reduce the possibility (or perception by employees of the possibility) that information extracted from statistical data could be used to identify employees, data provided by the contractor will be limited to the above data elements.

6. PERFORMANCE REQUIREMENTS AND STANDARDS FOR TASKS/OBJECTIVES:

6.1. Performance Requirements:

6.1.1. Availability: The contractor is required to provide Telephonic EAP Services on a 24 hour, 7 Days a week basis (i.e. 24/7). Service price will be based upon Employee Population and the BPA contracted rate which will be identified by the Regional Office issuing the task order.

6.1.2. Confidentiality of records and referrals: Contractor will ensure that no employee of the Regional Office issuing the task order will be assigned for diagnosis; referral or counseling to a VA affiliated person unless specifically requested by the employee.

6.1.2.1. All services are to be provided by the contractor to employees without regard to race, color, creed or national origin.

6.1.2.2. Contractor agrees to comply with requirements to the confidential nature of patient records in accordance with 42 USC Section 290dd-2 and Section 333 of Public Lab 91-616 (as amended by PL 92- 282), Section 408 of PL 92-255, and Federal Regulations of the Special Action Office for Drug Abuse Prevention (21 CFR Part 1401). The government agrees to provide the contractor with a copy or website address of these requirements upon written request. Contractor will ensure the physical security of records and prevention of disclosure of the records, reports, or other private information of employees, except with the employee's informed written consent.

6.1.2.3. Privacy Act Notification: Contractor shall maintain counseling records which fully comply with the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5 U.S.C.552) and applicable agency regulations, and which are accurate and complete. Violations of the Act may involve the imposition of criminal penalties. Contractor shall ensure the physical security and prevention of disclosure of the records, reports or other private information regarding the employees of the Regional Office issuing the task order. This information even with the employee’s informal written consent cannot be used without the approval of the Regional Office issuing the task order. These records shall be maintained on the business premises in a secured locked file.

6.1.2.4. Exclusions: Medications and physical examinations are not to be considered a part of the independent counseling services for the EAP and shall not be provided under this contract. Employees shall be advised that the government will not reimburse through this program for physical examinations, drugs, hospitalizations or other medical treatments.

6.1.2.5. Fees paid by the Department of Veterans Affairs shall not be greater than fees paid to the contractor by any other referral source for the same service. Fees cannot be paid for the services not authorized.

6.1.2.6. The contractor agrees to save and hold harmless the Department of Veterans Affairs and its employees from any and all claims and liabilities of any type whatsoever and for damage to, loss or destruction of/on any property of a person, firm, corporation and/or other party; and for the injury to or death of any person or persons which now or hereafter arise out of or result from or be in any way connected, directly or indirectly, with said provision of services or the performance of this agreement.

6.1.3. Program Availability: The program office listed below is authorized to designate an official representative of the awarding Contracting Officer and individuals will be specified at the issuance of the task order. Diagnostic and referral services will be available from a least one location in or around the metropolitan areas of the following location:

Salt Lake City Regional Benefit Office Approximate Number of Employees: 745 550 Foothill Drive Salt Lake City, UT 84158

A toll free number will be available for out-based employees that are not within 30 miles travel distance of the designated Regional Offices. Contractor will have referral capability in the out-based areas.

6.1.4. Emergency (crisis capability with psychiatric/psychological backup) and after-hours EAP calls shall be responded to by a professional staff member on a 24-hour daily basis. Contractor to forward medical emergency calls to 911 when applicable.

6.1.5. Appointments will be made so that the client will be seen within three (3) working days or sooner as appropriate.

6.1.6. The above are designated by the Contracting Officer and are authorized to act within the limitations specified and written restrictions specifically imposed under the terms of the order and by the Contracting Officer.

This authority shall extend to the following: inspection, acceptance, or rejection of work.

6.1.7. This designation does not include authority to direct changes in scope, price, terms or conditions of the contract or order. The authority herein also does not include authority to execute modifications to the contract or order, which require the signature of the Contracting Officer, or to bind the Government by contract in terms of a proposed contract change.

6.2. Performance Standards/Thresholds: Please reference the Performance Requirements.

6.3. Quality Assurance: Contractor shall submit a quality control plan prior to award to address performance standards and requirements.

6.3.1. Contractor will provide the Regional Office issuing the task order with program evaluation data obtained by Contractor through the seeking and evaluation of client and/or supervisory feedback of services rendered.

Such evaluation shall pertain to diagnostic and referral services provided as well as services provided by referral sources. This follow-up activity with clients and/or supervisors may be conducted on a quarterly basis for one year following initial intake.

6.3.2. Program Assessment: The contractor shall provide the following (minimum):

6.3.2.1. A method of surveying program users, including employees, family members and supervisors about their experiences and overall satisfaction with the services provided (survey shall preserve the anonymity of the users from the government).

6.3.2.2. A balance summary of employee and supervisor comments (without identifying employees) about experience with the program.

6.3.2.3. A summary of activities, including statistics of program utilization and the education and outreach activities carried out by the contractor.

6.3.2.4. Major problems and/or obstacles encountered and how these were resolved or dealt with.

6.3.2.5. Major success of the program.

6.3.2.6. An executive summary of the findings, of not more than 3 pages.

7. ISSUING REGIONAL OFFICE RESPONSIBLITIES:

To assure adequate acceptability and utilization of these diagnostic and referral services, the Regional Office issuing the task order agrees to participate in program exposure and employee education of the services available. Distribution of promotional materials to employees shall be at the expense of the Regional Office issuing the task order.

The awarded holder shall furnish all the necessary qualified personnel, materials, facilities and management resources to furnish the services set forth in the Performance Work Statement (PWS) within the terms specified and at the price(s) stated.

It is understood and agreed that the holder shall provide Fixed-Price proposals when requested by the Contracting Officer (CO). The contractor's proposal shall be priced using labor rates and labor categories provided in the holder’s GSA Contract. The CO will issue Fixed Priced Task Orders upon completion of negotiations of contractor proposals.

8. PUBLISHING RESULTS:

None of the information or data gathered in connection with the services specified in this contract, or studies or materials based thereon or relating thereto, shall be publicized without the prior approval of an authorized official of the VA Regional Office.

9. LICENSES AND QUALIFICATIONS:

9.1. All personnel under this contract shall be employees or assignees of the contractor who shall be responsible for validation of their qualifications to perform the services herein described.

9.2. The EAP staff shall have demonstrated ability to work in a business setting, and to advise supervisors and managers on dealing with troubled employees and, at a minimum, shall possess the following qualifications:

9.2.1. He/she shall be a professional trained psychologist, social worker, psychiatric nurse, psychiatrist, or physician.

9.2.2. The individual shall meet applicable state requirements as to licensure and/or qualifications which are necessary to practice within the applicable state.

9.2.3. He/She shall have at least 2 years of experience in the field of alcoholism and drug abuse counseling.

9.3. Any personnel proposed as EAP counselors shall be:

9.3.1. Graduate Mental Health Professionals (Master's Degree) with at least 2 years of experience in the field of alcoholism and/or drug abuse.

9.4. The offeror shall certify that all employees or assignees have the required qualifications and credentials, and are registered/licensed in the applicable state of performance.

10. DELIVERABLES/SUBMITTALS

10.1. Insurance documents (ONLY Prior to Award)

10.2. Quality Control Plan

10.3. Certifications of employees/assignees

10.4. Monthly or Quarterly Invoices

10.5. Quarterly Usage Report (With each Invoice)

11. INVOICES

Invoices are to be submitted monthly in arrears, citing the contract number and purchase order number for the applicable Regional Office. The invoice address will be provided with the task order.

Contractor is specifically prohibited from invoicing for anything not covered under this contract; i.e., physical examinations, medication, other medical treatment. All telephone calls with employees or significant others, consultations between contract counselor and other individuals, contractor employee travel, employees not keeping appointments (no shows), or services not specifically authorized in contract costs are fixed monthly costs.

Performance Requirement Summary

Task Description

Performance objective

Performance Threshold

Method of Surveillance

Remedies

6.1.1 Program

Availability

Zero wait time and 24/7 access

100% minimum satisfaction

Periodic surveillance by

EAP

Coordinator and or validated customer complaint received by Program Coordinator

Performance Evaluation Report

6.1.2 Confidentiality

of records and referrals

Compliance with applicable regulations and Privacy laws

100% minimum satisfaction

Performance Evaluation Report

6.1.3 Program

Availability of referral service

At least one location in and around each Regional Office in the Western Area

No more than 7 complaints each quarter

Periodic surveillance by

EAP

Coordinator and or validated customer complaint received by Program Coordinator

Performance Evaluation Report

6.1.4 Emergency and

after-hours EAP calls

Zero wait time and 24/7 access

100% minimum satisfaction

Periodic surveillance by

EAP

Coordinator and or validated customer complaint received by Program Coordinator

Performance Evaluation Report

6.1.5 Appointments Appointments

coordinated within 3 working days

No more than 7 complaints each quarter

Periodic surveillance by

EAP

Coordinator and or validated customer complaint received by Program Coordinator

Performance Evaluation Report