4886_Questionnaire_Attachment_A_Final.xlsx
XLSX spreadsheet 25 KB Posted
- Solicitation number
- BPM006831
- Issued by
- Maricopa County, Chandler City, Arizona
About this file
This is a Request for Proposal questionnaire and response document issued by the City of Chandler, Arizona, seeking qualified vendors to provide comprehensive Employee Assistance Program (EAP) services to city employees and their eligible dependents. The RFP solicitation number is HR5-918-4886, with proposals due by March 26, 2025. The proposed contract will be awarded for an initial one-year term with options to renew for four additional one-year periods, for a maximum contract duration of five years. Vendors must submit responses in Excel format only, including completed questionnaires and financial worksheets. The RFP requires vendors to demonstrate experience providing EAP services including face-to-face and virtual counseling sessions, crisis intervention capabilities, 24/7 access to qualified counselors, worksite counseling services, and wellness programming. Vendors must also address their capacity to serve public safety and civilian employees, provide services specific to post-traumatic stress disorder, coordinate with Arizona's Officer Craig Tiger Act (HB 2502), and maintain in-network medical provider referral capabilities.
The questionnaire requires vendors to confirm numerous contractual terms and conditions, including pricing guarantees for a minimum of 36 months, firm rates not subject to recalculation based on enrollment, 30-day notice for service changes or data breaches, HIPAA and HITECH compliance, 90-day termination notice for convenience after the first 12 months, and seven-year record retention. Vendors must provide detailed information regarding staff qualifications and certifications, customer service availability (8:00 AM to 6:00 PM Arizona Time minimum), multilingual capabilities, account management structure, implementation timelines, and performance metrics including speed to answer, abandonment rates, and first-call resolution percentages. The document specifies that proposals become part of the final contract, pricing terms are valid for 180 days minimum from the proposal due date, and vendors must confirm they will not solicit city members for additional products or services without written consent. No specific budget or pricing amounts are detailed in the questionnaire document itself, with pricing responses to be submitted separately in the financial workbook.
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Other files
| File | Type | Posted |
|---|---|---|
| 4886_Financial_Exhibit_Attachment_B_Final.xlsx | XLSX spreadsheet | |
| 4886_RFP_FINAL.pdf | ||
| 4886_Addendum_1_FINAL.pdf |
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Text version
Vendor Instructions RFP Response Sheet
| Please read the directions below as our process has changed. |
| Please read, review and provide the information requested in this workbook. The cells will automatically expand as needed if your response is longer than the space shown in the cell, however, brevity is expected. Limitations do exist. |
| Beware that some questions request only a Yes or No response. Some questions contain limits on the length of your response. |
| The purpose for these limitations allows the city to assess the responses as appropriate in a brief manner. |
| The worksheet is also locked so that you can only enter information in the Answers column or on the exhibits as requested. |
| Do NOT insert tabs or extra attachments unless instructed to do so. |
| Do NOT respond by "referring the city to an attachment". |
| Do NOT delete sections of the questionnaire. If something does not apply to you leave it blank, or mark N/A. If you take something out, it will cause your responses to not line up correctly with the questions when we do the analysis. |
| Should you have any questions concerning the Questionnaire in this RFP, please reach out to the following contact(s) at Segal: |
| 0 |
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| Response Documents Required for this Request for Proposal: |
| 1) Questionnaire - Excel. Requires responses completed and returned in Excel format. DO NOT PDF |
| 2) Financial tabs - Excel. Requires responses completed and returned in Excel format. DO NOT PDF |
| We will not be able to include a response in any format other than Excel in the RFP analysis for the city. |
| Copyright © 2025 by Segal. All rights reserved. |
| This Request For Proposal form is the sole property of Segal and is not intended to be reproduced for any purpose other than review by the Plan Sponsor contracted with Segal to prepare a procurement analysis. This file cannot be copied or reproduced in any method without the written consent by Segal. |
Questions
| ID | Questions | Answers |
| Section 1 - GENERAL QUESTIONS / QUALIFICATIONS & EXPERIENCE | ||
| 1.1 | What is your company name? | |
| 1.2 | How many years has your firm offered the benefits outlined in the referenced Scope of Work ? | |
| 1.3 | In the last 5 years, has your organization been involved in any Litigation that would prohibit your organization from delivering the Scope of Work outlined in the RFP? | |
| 1.4 | If you have been involved in any litigation in the last 5 years, please explain. | |
| 1.5 | Have you ever had any litigation specific to the City of Chandler? | |
| 1.6 | If you have had any litigation specific to the City of Chandler, please explain. | |
| 1.7 | Has your organization completed any mergers or acquisitions in the last 24 months? | |
| 1.8 | If you have completed a merger or acquisition in the last 24 months, what impact will this have on the services provided? | |
| 1.9 | Have you made any recent changes in your operational platform that will impact the success of delivering the services outlined in the Scope of Work? | |
| 1.10 | Does your firm have affiliates with any other company? (even if working under same name but operating seperately) Name the parent company of your organization if applicable. | |
| 1.11 | If your firm is not a corporation, do you have any partners, proprietor, or other owners who have any interest in any provider firms utilized to provide the services of this RFP? | |
| 1.12 | Are you a broker or agency offering the products in this Scope of Work? | |
| 1.13 | Please respond to the following: | |
| 1.13.a | Is your firm the sole responder to this RFP or are you partnering with other vendors to deliver the Scope of Work? | |
| 1.13.b | If you are partnering with other vendors, please explain who and why? | |
| 1.14 | Do you anticipate any restructuring or reorganizing within the next two years? (this includes addition, reductions, relocations, or redesign of systems) | |
| 1.15 | Will any services be impacted by a time difference? And if so please describe. | |
| 1.16 | What are the most recent ratings, including the date of the rating for your company by the following (If not applicable, include a N/A)? | |
| 1.16.a | AM Best | |
| 1.16.b | Standard and Poor's (S&P) | |
| 1.16.c | Moody's | |
| 1.17 | What is your firm's Net Promoter Score (NPS)? | |
| 1.18 | Do you have a local office to serve the city? | |
| 1.19 | Do you agree that any data and information regarding the City of Chandler supplied to you for purposes of responding to this RFP will be destroyed immediately upon receiving notice that you were not the successful offeror? | |
| 1.20 | Recipient confirms and agrees that the data and information provided, which may include protected health information related to plan’s participants and beneficiaries, provided under the Agreement (“Plan Data”) is and shall remain the property of the plan. Recipient is not granted any right, title or interest in any Plan Data. Recipient may use and disclose Plan Data solely as necessary to effectuate the purpose and will not use, disclose, decompile, or reverse engineer, any Plan Data in support of Recipient’s other business activities. Specifically, Recipient will not de-identify any Plan Data or aggregate Plan Data (whether or not de-identified) with data received from Recipient’s other clients, customers or data sources. | |
| 1.21 | Do you anticipate any transition issues with the following: | |
| 1.21.a | Eligibility | |
| 1.21.b | Benefit administration | |
| 1.21.c | Transition of care | |
| 1.21.d | Data conversion from HRIS system or benefits administration system | |
| 1.22 | Should your firm be the successful offeror, how soon after notification (# of business days) of award would you be able to prepare the rough draft for the following: | |
| 1.22.a | Contract Draft | |
| 1.23 | Identify any services performed outside the borders of the United States of America. | |
| 1.24 | Does your firm have the capability to prepare communication pieces for the enrollees in languages other than English? | |
| 1.25 | Does your firm have the capability to prepare communication pieces for the enrollees in languages other than English, what languages can you accommodate? | |
| 1.26 | Can your website be translated to other languages othern than English? | |
| 1.27 | Explain your experience providing services to other Public Sector Clients of similar size in the last 5 years. | |
| 1.28 | Provide the names, titles, resumes and phone numbers of all proposed key personnel designated to the City of Chandler, who will provide services to the City, its employees and their eligible dependents. Provide their respective qualifications and credentials and the capacity in which they will serve. Identify the City’s main point of contact within the organization. | |
| 1.29 | Identify the counselors with experience specific to the issues faced by public safety and civilian employees and their eligible dependents. Please specify counselors specific for public safety employees. | |
| 1.30 | Identify the counselors with experience specific to the issues associated with Post Traumatic Stress Disorder. | |
| 1.31 | Describe your ability to refer enrollees to the City’s in-network medical plan providers for continuing services. | |
| 1.32 | What is the average tenure of your behavioral health counseling staff in your network? | |
| 1.33 | What is your organization’s customer service philosophy? How do you ensure consistent implementation of the philosophy? | |
| 1.34 | What certifications and accreditations has your organization received relative to the services in this RFP? | |
| 1.35 | Name three key attributes that distinguish your organization from your competitors. | |
| 1.36 | List all other benefits/offerings available to city employees included with your EAP services (i.e., legal assistance, financial counseling, home/life assistance, etc.). | |
| Section 2 - MINIMUM REQUIREMENTS / QUALIFICATIONS & EXPERIENCE | ||
| 2.1 | Proposal Responses (Initial and Best and Final, if applicable) and Interviews (if applicable) will become part of the final contract. Do you agree that your written response to this RFP, written information provided as part of the interview or clarification questions will become part of the final contract for services outlined in the Scope of Services? | |
| 2.2 | Do you agree that the terms of the proposal in response to the RFP are guaranteed for at least 180 days from the proposal due date? | |
| 2.3 | Do you agree that the terms of the proposal in response to the RFP are valid until a final contract is executed? | |
| 2.4 | Confirm you understand that the Contract, if awarded, will be written for the length of one (1) year with the option to renew for four (4) additional one-year periods. | |
| 2.5 | Confirm you understand that the Contract, if awarded, will expire at the end of the available renewal terms and will not automatically renew. | |
| 2.6 | Do you agree that this proposal response is NOT contingent on purchasing any services other than in the Scope of Work? | |
| 2.7 | Do you agree that any provisions for restating premium rates due to changes in enrollment that exceed a 15% need to be confirmed as acceptable with the client? | |
| 2.8 | Do you agree to provide no less than 30 day notice for any changes involving the sale, merger, data breaches, layoffs, participating provider terminations, consolidations, or outsourcing of services to foreign workers? | |
| 2.9 | Do you agree that the contract will contain a mutual indemnification/hold harmless provision? | |
| 2.10 | Do you agree to meeting all applicable HIPAA, EDI, Privacy, Security, and HITECH requirements and agree to hold the client harmless for breaches that are the result of your actions? | |
| 2.11 | Describe your organization’s approach to authorizing systems access and client information access both for your employees and for clients of the program. | |
| 2.12 | Who owns the critical data (i.e., client information, network data, etc.) within your organization and how is it secured? What quality control measures do you have in place to ensure it remains secured? Are these processes audited? If yes, how often? | |
| 2.13 | Confirm you will not solicit the city's members for any other products or services that your firm might offer, and confirm you will not sell any mailing or other list that includes Client member information without express written consent from the Client. | |
| 2.14 | Do you agree to maintain all required records for seven years, pertaining to the administration of the plans in force? | |
| 2.15 | Do you agree to the transition of all records as requested by the Client in the case of termination? | |
| 2.16 | Do you agree to a 90 day notice for termination for no cause after completing the first 12 months of the contract? | |
| 2.17 | Do you agree to a 30 day notice of termination for cause at any time during the term of this contract? | |
| 2.18 | Do you agree to supply the necessary documentation for all renewals 180 days prior to the effective date? | |
| 2.19 | Are you able to provide the services outlined in the Scope of Work? | |
| 2.20 | 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 Offer Section 2, Exceptions to RFP, where such differences exist. If you do not so indicate, it will be assumed that the benefits and contract provisions including services contained in your proposal do exactly match the benefits described herein. Confirm that you agree. | |
| 2.21 | Confirm that your pricing does not include commissions? | |
| Section 3 - ACCOUNT MANAGEMENT / METHOD OF APPROACH | ||
| 3.1 | Confirm the Account Manager will respond to phone calls or emails within 24 hours of receipt. | |
| 3.2 | Confirm you will provide in-person attendance for the Benefits Fair and Open Enrollment meetings to review benefits and respond to questions. | |
| 3.3 | How many Account Managers do you currently have? | |
| 3.4 | How many clients does each Account Manager currently support? | |
| 3.5 | Confirm your Account Manager will meet with the client to define the group, subgroup, and other reporting criteria necessary to support the city's decision making process. | |
| 3.6 | Confirm that Account Manager will be present for meetings established by the city or as requested. | |
| 3.7 | Can you confirm the city will have a dedicated Account Manager assigned to them? | |
| Section 4 - ADMINISTRATIVE SERVICES / METHOD OF APPROACH | ||
| 4.1 | What is the minimum time for implementation needed to initiate the proposed benefits or scope of work? | |
| 4.2 | Confirm you have provided a sample implementation schedule with a January 1, 2026 effective date. | |
| 4.3 | How many customer service representatives are employed by your organization? | |
| 4.4 | Describe your company's expectations for quality of customer service. | |
| 4.5 | Arizona has its own timezone, what are your customer service hours and in what time zone? | |
| 4.6 | In addition, describe your customer service in these areas: | |
| 4.6.a | Confirm your customer service team is available to serve the Client's participants from 8:00AM - 6:00PM, Arizona Time. | |
| 4.6.b | What is the average response time to reach a live person? | |
| 4.6.c | Are the calls received "after hours" of operation handled by a service or voicemail system allowing participants to leave a message? | |
| 4.6.d | Does the customer service team offer a dedicated or designated team for the city? | |
| 4.6.e | During business hours, do the city's participants reach a live representative or an interactive voice response unit? | |
| 4.6.f | Do you offer access assistance for the Hearing Impaired, 24 hour toll-free automated benefits, eligibility, and customer service via internet? Specify which. | |
| 4.6.g | Do you offer customer service representatives fluent in multiple languages such as Spanish, French, etc.? Which languages? | |
| 4.6.h | Please provide the geographic location for the Customer Service unit that will be serving the city. (City/State) | |
| 4.6.i | Confirm all customer service representatives are located in the continental United States of America. | |
| 4.6.j | What is the average tenure of your customer service representatives? | |
| 4.7 | Have you increased or decreased your staff counts by more than 5% in the last 24 months, specifically Customer Service or Claims Operations? | |
| 4.8 | Indicate the qualifications of the staff who interact with the individual from initial phone call or walk-in, to triage and actual counseling. | |
| 4.9 | Indicate the process/protocol for triage intake. | |
| Section 5 - EAP / METHOD OF APPROACH | ||
| 5.1 | Describe your proposed program in detail. Include the following information, at a minimum: | |
| 5.1.a | How many face to face/virtual sessions per employee or dependent per issue are you proposing? | |
| 5.1.b | Define your approach to connecting a plan participant with an appropriate counselor on their first visit for each instance/during their initial contact seeking assistance. (Ability to select provider by gender, race, etc.). | |
| 5.1.c | How do you approach connecting participants in need of continuing counseling to in-network providers. | |
| 5.1.d | What resources are available through the program in addition to counseling (crisis lines, live web chat, financial, wellness resources, applications, newsletters, in-person/virtual education, etc.) and how are these resources made available? | |
| 5.1.e | What methods do you use for scheduling services (telephone, email, web portal, mobile app., AI). | |
| 5.2 | Describe the facilities where counseling services are provided in the client's region. Includes types of counseling addressed per location and hours. | |
| 5.3 | Describe your approach to educating participants about the program and your plan for ongoing communications. | |
| 5.4 | How many years has your organization been providing EAP services? | |
| 5.5 | Is any aspect of your services outsourced? | |
| 5.6 | How does your program support the overall health and wellness of the workforce? | |
| 5.7 | Describe the type of background checks your organization conducts on potential new employees? | |
| 5.8 | Indicate your staff counseling services available and staffing levels for Pediatric, Adolescent, Adult and Geriatric? | |
| 5.9 | How do you promote services to eligible participants and their dependents? | |
| 5.10 | Confirm you have provided your implementation schedule? | |
| 5.11 | How do you train your representatives? | |
| 5.12 | What is the minimum certification required for your counselors? | |
| 5.13 | What is the average response time for all customer service portal or calls? | |
| 5.14 | What systems are clients able to view for client information and utilization of their participants? | |
| 5.15 | For the past two years, what was the average speed to answer? | |
| 5.15.a | Year 1 | |
| 5.15.b | Year 2 | |
| 5.16 | For the past two years, what was the abandonment rate? | |
| 5.16.a | Year 1 | |
| 5.16.b | Year 2 | |
| 5.17 | What is the percent of "First Call Resolution" for the past two years? | |
| 5.17.a | Year 1 | |
| 5.17.b | Year 2 | |
| 5.18 | What measures do you take to secure your patient and client information? | |
| 5.19 | How do you notify a client of patterns, trends or frequency of problem areas recognized by their participants? | |
| 5.20 | Will you provide 24-hour access to an EAP counselor qualified to assess and triage cases? | |
| 5.21 | Will you maintain 24-hour access, seven days a week including telephonic crisis counseling? | |
| 5.22 | Can you provide ongoing training for the city's human resource staff and appropriate managers and supervisors regarding the EAP program, proper referrals, early warning signs, problem employees, etc. | |
| 5.23 | Describe the training available for human resource staff, appropriate managers and supervisors regarding the EAP Program. | |
| 5.24 | How will you assist the city's supervisors and managers identifying employees appropriate for referral to your EAP services? | |
| 5.25 | Who will make a referral to your services (i.e., supervisor, co-workers, doctor, family member, etc.) | |
| 5.26 | How do you handle anonymous referrals (i.e., a co-worker, or family members makes a referral regarding an employee but does not want to be "known")? | |
| 5.27 | How do you handle staffing shortages; specifically for counselors: how many counselors would be available today for city employees who reside in Arizona? | |
| 5.28 | Do you anticipate any transition issues with respect to moving EAP services from the existing vendor to your EAP program? | |
| 5.29 | How do you handle participants who are approved visits or a course of treatment through EAP services when the city terminates your contract? Note the contract will state: The incumbent Vendor shall be responsible for payments of claims and continuation of coverage for the authorized services for the period authorized by the incumbent EAP/BHO or ninety (90) days, whichever is less should the client terminate your policy. | |
| 5.30 | Confirm you are able to offer self-administration billing and there will not be a reconciliation done following payment? | |
| 5.31 | Outline the process and normal expected timeframe from initial phone call/contact to the first meeting with an EAP counselor. | |
| 5.32 | How long does the intake process take? | |
| 5.33 | What are the qualifications of the staff who interact with the individual from the initial phone call or walk-in to triage and actual counseling? | |
| 5.34 | How do you manage individuals who are initially assessed as having long-term treatment needs (ie. Needs beyond the benefit offered by the city?) | |
| 5.35 | Do your counselors receiving calls speak Spanish? | |
| 5.36 | How do your counselors receiving calls handle the hearing impaired? | |
| 5.37 | How do you match the participant's needs with the EAP counselor's skills and expertise? | |
| 5.38 | List all behavioral health (mental or substance abuse) diagnosis which your EAP program does not handle or have the expertise to service. | |
| 5.39 | What services can your organization offer to a participant who test positive during a random drug screening? | |
| 5.40 | Describe your worksite counseling services available for: | |
| 5.40.a | traumatic event debriefing/Critical incident debriefing | |
| 5.40.b | for layoff/workforce reduction | |
| 5.41 | How do you handle worksite counseling services for traumatic event/Critical incident debriefing and layoff/workforce reduction with the management/supervisors and participants? | |
| 5.42 | What services can your organization offer to an employee who tests positive during a random drug screening? | |
| 5.43 | Describe your wellness promotion/maintenance services available for your program/seminars/lunch and learns and state the available hours? | |
| 5.43.a | Stress | |
| 5.43.b | Weight reduction | |
| 5.43.c | Smoking Cessation | |
| 5.43.d | Eating Disorders | |
| 5.43.e | Adolescent conduct | |
| 5.43.f | Positive Parenting | |
| 5.43.g | Other (i.e. mental health related to connection and self awareness, group sessions in addition to individual) | |
| 5.44 | Do you provide webinars for the above mentined services? Have you provided a sample schedule? | |
| 5.45 | When a participant exhausts the number of visits available under their program, what will you do to communicate this and how do you handle the continued services needed. | |
| 5.46 | How do you handle coordination of records should there be a need to transfer services to another provider? | |
| 5.47 | Do you have specific expertise regarding public safety work/family stress/PTSD? | |
| 5.48 | Can you coordinate your program with the needs of the Arizona's Officer Craig Tiger Act (HB 2502)? | |
| 5.49 | If you answered Yes to the above question, please explain. | |
| Section 6 - PRICE PROPOSAL | ||
| 6.1 | Confirm that your proposal fees are guaranteed for a minimum of 36 months. Multi-year guarantees are favored. | |
| 6.2 | Confirm the rates and fees quoted in your proposal are firm and will not be recalculated based on actual enrollment. | |
| 6.3 | Are any employee transition orientation sessions included in the fees being proposed? If so, how many sessions will you provide at no cost? | |
| 6.4 | Do you agree that the contract will not "auto" renew annually, and you will send a renewal confirmation each year, whether or not under a rate/fee guarantee, no later than 180 days from the effective date of coverage? | |
| 6.5 | If your proposal contains offers of optional services, have you provided pricing for those optional services on the Price Sheet in the financial workbook? | |
| 6.6 | Do you typically invoice the city on a monthly or quarterly basis? | |
| Section 7 - REPORTING / EMPLOYEE PORTAL | ||
| 7.1 | Can you provide quarterly, annual, and ad hoc that provide utilization measures and types of EAP services accessed by participants? | |
| 7.2 | Indicate any web site mobile application available to plan participants and the types of information users can access there. |
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