693KA9-19-R-00021 EAP SIR Vendor Questions August 8 2019.pdf

FAA Employee Assistance Program RFP Questions

ID SIR Sectio Question FAA Response

1 B.3 Does the CISM quantity on the Schedule B represent hours or number of events? Number of Events

2 B.3

CLIN Structure – In the base period CLIN 0001AB and CLIN 0001AC are based on a month, whereas in the remaining years they are based upon the cost of each interaction. Should these quantities be consistent across the entire period of performance?

SubCLINs 0001AB and 0001AC are correct, SubCLINs for the Option Years wil be corrected to reflect monthly pricing for these services.

3 C.3.4

The RFP states that “Counselors must be physically located at the contractor's toll-free operation site around the clock”.

Since many counselors who handle after-hours calls are strategically placed around the United State and have access to the toll-free number and the bidder’s case management system, will that approach be deemed acceptable?

The Government confirms that the majority of the counselors (over 50%) must be physically located at the contractor's toll-free operation site around the clock. The SOW will be updated to reflect this language.

4 3.17

Statistical Reports – Can the Contracting Officer clarify what is included in the 22% utilization rate? (i.e. EAP telephonic contact, EAP face to face, web hits, number of participants attending trainings, critical incidents, ) This refers to 22% of the FAA workforce have participated in the EAP and/or WorkLife services.

5 4.1

There is a requirement for the Project Manager/Consulting Account Manager to be within a two-hour commute. Can you confirm that a flight under 2 hours will be deemed acceptable?

As long as the Program Manager/Consulting Account Manager resides within a two-hour commute of DC, the FAA is not requiring a specific mode of transportation. Note, any associated travel costs must be included in the contract's fixed price CLINs.

6 3.2

The RFP requirement is to allow an employee/household member to have up to 8 sessions per problem per year.

Can you please provide the annual average sessions per case? The average number of sessions per case is 6.6 per year.

7 3.2 What is the historical percent of employees that utilize the program for face-to-face sessions?

The average number of employees that utilize the face-to-face sessions is 2,873 per year.

8 3.11.1 What is the historical annual amount of work life utilization calls?

The historical annual amount of worklife utilization calls is 1484 per year.

9 Can the Contracting Officer provide the annual travel costs incurred in the existing program?

All annual travel costs are to be included in the fixed pricing of the contract. FAA does not track these costs.

10 Who should receive the final electronic proposal? Refer to SIR Section L.2.3 for instructions on proposal submittal.

11 What is the estimated start of the base period (i.e. period of performance)?

Refer to SIR Section L.15 which refects Contract Award on October 25, 2019

12 C.3.1

What is the targeted transition-In timeline?

This transision-in timeline is for the contractor to propose.

Refer to the deliverable that states "Preparation and submission of a project plan documenting the schedule of activities and associated time framesfor the transition period."

13 L.20.2 If a bidder’s SAM profile is up-to date, does the bidder need to submit Section K?

Yes, submittal of Section K is required per the SIR instructions.

14 M.5.4

This evaluation factor is specific to the any proposed exceptions, deviations, and assumptions which is specific to L.20.1. Will any information provided in L.20.3 (i.e.

pending or on-going Federal legal action) be considered as part of the evaluation? If so, should this section be modified to include additional evaluation criteria?

This L.20.3 Resonsibility Determination information is not considered a technical evaluation factor but information required for a Contractor responsibility determination. The SIR does not request supporting rationale to any pending or on-going Federal Legal action. In addition, refer to L.6 Alternate Proposals, L.20.1 Exceptions, Deviations, Assumptions and M.5.4 Additional Proposal Documentation (Volume IV) for related information.

15 C.3.5 Will the Government reimburse the Contractor for promotional materials or is this to be included in the applicable FFP CLIN?

These costs are to be included in the applicable FFP CLIN.

16 L.17

The SIR states: Sub-Factor 1: Basic Employee Assistance Program (SOW C.3.1) Offerors must demonstrate their firm’s technical approach and understanding of the work described in Statement of Work Task C.3.1: Basic Employee Assistance Program (SOW 3.3.1). Given page constraints, would the Government confirm that the correct SOW paragraph we are to address in this sub-factor is "SOW C.3.2 Basic EAP Services"?

The proposal must address all SOW requirements - Sections L and M will be updated to make this clear.

17 L

Please confirm that tables are to be included in the statement "The exception is for charts, graphs, and pictures which the font size must be no less than 8-point font," when referencing font size.

Confirmed, tables are included under this exception. Refer to L.16(d) and (e).

& (e)

18 L

On Page 69, the SIR states that "(b) The FAA will not accept any submission made by facsimile, telex, telegraph, electronic mail, or similar devices." but on Page 73, the RFP provides directions on electronic proposal submissions. Please confirm that this proposal will be an electronic submission.

Refer to L.2.3 that prescribes submission of proposals by email.

The reference to "electronic mail" contained on page 69 will be deleted in a SIR update. Refer to L.4(b) and l.16(d)

19 C.3

Please confirm that the Government meant Worklife Services is in Section C.3.11 as opposed to C.3.2.

WorkLife Services are in Section C.3.11, the SOW will be updated to reflect this change

20 L Could the Government please confirm that the Key Personnel Resumes are outside of the 20 page count for Volume I Technical.

Confirmed, resumes are outside of the 20 page proposal limitation. Refer ot L.16 (e).

21 C.3.4

The government states that the call center must be available to obtain information, guidance, and "counseling". Given the licensing requirements that would be in effect if offerors provide counseling via phone, please clarify that by "counseling" the government is referring to consultation or coaching given the legal nuance related to licensing of call center staff for telephonic counseling.

The call center staff responsibilities are to triage for level of urgency, obtain intake information, and facilitate referrals to counselors or other worklife services. Call center staff do not provide traditional counseling services, which require licensure.

22 C.3.4

On Page 12 the Government states that "Counselors must be physically located at the contractor's toll-free operation site around the clock." It is industry standard to allow for telecommuting Counseling services to achieve greater counseling quality and stability of resources. This also passes on greater program efficiencies to clients. As such, would the Government re-word the requirement to state:

"Majority of the Counselors must be physically located at the contractor's toll-free operation site around the clock."

The Government confirms that the majority of the counselors must be physically located at the contractor's toll-free operation site around the clock. The SOW will be changed to reflect this language.

23 C.3.4

The RFP mentions a “performance benchmark” that states “97% of calls must be answered within ten-seconds by a contractor staff member.” The industry standard ranges from 75% and 85% . Thus, a 97% answer rate would be uncommonly high and could be extremely expensive.

Would the government consider adjusting the benchmark to read: “contractor staff members must answer 80% of calls within 30 seconds”? This standard is aligned to industry standards and would be representative of caller expectations and maintain program price efficiency and value.

The SOW will be changed to read "The Government confirms that the performance benchmark is 85% of calls must be answered within twenty seconds by a contractor staff member.

24 C.3.3

Is it permissible for the Contractor to subcontract with a Substance Abuse Professional network if the Contractor oversees all case management components.

C.3.3 states "The prime contractor staff must perform all management of DOT Order 3910 1(series) substance abuse cases requirements of this contract. Subcontractors and joint ventures are prohibited from providing these services." A Substance Abuse Professional network would be considered a subcontractor or joint venture which is prohibited under this

SOW

25 C.3.3

“the Contractor must manage each active case for approximately twelve (12) to eighteen (18) months”. What are the case management requirements during this period? Please see requirements for National Case Managers in C.3.3 for this detail.

26 C.3.6 We understand that the FAA will require 100 training sessions a year. Are all of these training hours typically utilized?

C.3.6 states FAA will require the Contractor provide approximately 100 training sessions a year, however this varies based on the Agency’s need.

27 C.3.3

"Order 3910.1(series) violations are considered self-referrals. Both self-referrals and Agency-initiated referrals will be assessed by the contractor's Substance Abuse Provider (SAP). . . ." Is it the FAA’s expectation that self-referrals follow the same guidelines as violations?

A Self-referral is a referral for a substance abuse assessment but are those situations where the TDP employee has not violated a work rule violation under DOT Order 3910 1D. A Agency Initiated referral (as also called Agency Initiated Action) are those situations that the TDP employee violated a workrule under the DOT Order 3910 1D, for example, with a positive random test.Guidelines for self-referrals and Agency Initiated referrals are the same as both are to be assessed by the contractor's SAP. C.3.3 states "Both self-referrals and Agency-initiated referrals will be assessed by the contractor's Substance Abuse Provider (SAP), whose credentials are defined by DOT Order 3910.1(series), for a diagnosis per the DSM-V (series).

If applicable, the SAP will assess the employee per the medical standards criteria of FAA Order 3930 3C.

28 C.3.2

What are the expectations for information to be included in the National Case Managers Monthly Reports?

Section C.3.14 The Contractor must create and maintain a database that will include approximately 22 data elements on each Testing Designated Position employee in a substance abuse rehabilitation program as required under DOT Order 3910.1(series)

29 C.3.4

Are the healthcare providers answering the phones required to be licensed?Does FAA allow toll free operations to be managed from virtual/remote locations? Do operations have to be centralized?

The call center staff responsibilities are to triage for level of urgency, obtain intake information, and facilitate referrals to counselors or other worklife services. Call center staff do not provide traditional counseling services, which require licensure. The Government confirms that the majority of the staff who manage toll free operations should be located at the call center.

30 C.3.4 Will the current toll free numbers remain in place and management transfer to the new vendor? Does FAA own the toll free number? No, the new contractor must provide these numbers.

31 C.3.14

What are the FAA quality assurance program requirements for elements for inclusion and reporting?

C.3.14 states "The Contractor must maintain a quality assurance program that is specific to the FAA to continually monitor the performance of staff, subcontracted personnel, and the complaint process and resolution. The Contractor must have a program to quickly intervene and take corrective action whenever a problem is evident. C.3.14 does not reference elements for inclusion and reporting.

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