75P00121R00087.pdf

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07/25/2022 1300 ET

06/24/2022

301-492-5297Saundra Kpadeh (No collect calls)

INFORMATION CALL:

FOR SOLICITATION 8. OFFER DUE DATE/LOCAL TIMEb. TELEPHONE NUMBER a. NAME

4. ORDER NUMBER3. AWARD/ 6. SOLICITATION

75P00121R00087

5. SOLICITATION NUMBER

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITION NUMBER PAGE OF

1 108 OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

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Bethesda MD 20814 8th Floor 7700 Wisconsin Avenue

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13a.

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

8(A)

DHHS/PSC/AMS/DAM

WOMEN-OWNED SMALL BUSINESS

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SMALL BUSINESS PROGRAM

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ITEM NO.

Title: EAP/Worklife Services

Contract Type IDIQ: Firm-Fixed Price (FFP), Time and Materials (T&M), and Labor Hour (LH) Orders

Anticipated Contract Term: November 30,2022 to November 29, 2023 with four 12-month options

All questions/inquiries concerning the solicitation document must be submitted by e-mail (no faxes or telephone calls please) to the Contract Specialist at Saundra.Kpadeh@psc.hhs.gov according to section L.

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ITEM NO.

1 Base Period: EAP/Worklife Services

Period of Performance: 11/30/2022 to 11/29/2023

2 Option Period 1: EAP/Worklife Services

(Option Line Item)

Period of Performance: 11/30/2023 to 11/29/2024

3 Option Period 2: EAP/Worklife Services

(Option Line Item)

Period of Performance: 11/30/2024 to 11/29/2025

4 Option Period 3: EAP/Worklife Services

(Option Line Item)

Period of Performance: 11/30/2025 to 11/29/2026

5 Option Period 4: EAP/Worklife Services

(Option Line Item)

Period of Performance: 11/30/2026 to 11/29/2027

6 Minimum Guarantee: EAP/Worklife Services

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108 2 of

Solicitation No. 75P00121R00087 EAP/Worklife Services

SECTION B – SUPPLIES OR SERVICES AND PRICES/COSTS

B.1 BRIEF DESCRIPTION OF SERVICES

The requirement is to acquire quality integrated Employee Assistance Program (EAP) and Work Life (WL) services to support the mission of Program Support Center (PSC), Federal Occupational Health (FOH) under the Department of Health and Human Services (HHS). FOH provides integrated Occupational Health and Safety (OHS) services throughout the Federal Government.

B.2 TYPE OF CONTRACT

The anticipated contract type is a single-award Indefinite Delivery Indefinite Quantity (IDIQ) contract.

B.3 TYPE OF ORDERS (IDIQ)

Task orders issued under this IDIQ contract shall be: Firm-fixed Price, Time and Materials, or Labor Hour.

B.4 MININUM AND MAXIMUM QUANTITIES (IDIQ)

During the contract period, the Government shall place orders totaling a minimum of $25,000.00. This reflects the contract minimum for the entire period of performance, including any options. The contract maximum for the entire period of performance including any options and any surge for any potential expansion of services, shall be for the placement of orders that shall not exceed $83million.

B.5 CONTRACT LINE-ITEM PRICING (IDIQ)

The price for each task order will be based on the negotiated unit prices listed below and estimated level of effort, to be determined at the time of task order award.

The Contractor will be reimbursed in accordance with pricing section of each task order for satisfactory performance of the work.

Time and Material/Labor Hour Orders (T&M/LH) The Contractor shall not exceed the maximum, fully loaded hourly rates (inclusive of wages, indirect costs such as fringe, overhead, general, and administrative expenses, any other indirect costs for labor, and profit) for each category listed below. The information in the table below will be completed based on Attachment J.1 at time of award.

Loaded Labor Rate Labor Category Year 1 Year 2 Year 3 Year 4 Year 5

Firm Fixed Price Orders (FFP)

Firm Fixed Price orders shall comply with the Per Employee Per Month (PEPM) rate maximums for each category listed below. A payment schedule for Firm Fixed Price orders will be negotiated for individual task orders.

The information in the table below will be completed based on Attachment J.1.

Year 1 Year 2 Year 3 Year 4 Year 5

PEPM EAP-

WORKLIFE

TOTAL

ANNUAL

COST

B.6 MATERIAL (NON-LABOR) INDIRECT COST RATES

Material (Non-Labor) Indirect Cost Rates - Pursuant to the General Provisions of this contract pursuant to FAR 52.212-4; Alt. I, the following fixed indirect rate to be applied against Materials is established:

Type Fixed Rate Material Handling

To be completed at time of award.

SECTION C - DESCRIPTION/SPECIFICATION/WORK STATEMENT

TITLE: Federal Occupational Health (FOH) – Integrated Employee Assistance Program (EAP) and Work Life (WL) Program Services

Federal Occupational Health (FOH), a component of the Program Support Center (PSC) within the U.S. Department of Health and Human Services (HHS), provides various occupational health and related health services to both HHS and other Federal agencies. FOH’s authority to provide such services is found in 5 USC § 7901. The intent of the statute is to promote and maintain the physical and mental fitness of the workforce. The employee occupational health services authorized under 5 USC §7901 are performed by FOH as centralized services through the HHS Service and Supply Fund, a revolving fund appropriation, which was established pursuant to 42 USC §231 for the purpose of providing (1) supply services to HHS and other government offices and (2) such other services as the HHS Secretary determines may be performed more advantageously as central services. The Continuing Appropriations Act, 2021, and Other Extensions Act, Pub. L. No. 116-159, div. C, title I, sec. 2107 (Oct 1, 2020) states that the SSF Statute “shall be applied with respect to any fiscal year as though the phrase ‘central services’ referred to central services for any Federal agency.” This provides specific transfer authority for the provision of occupational health services under 5 U.S.C. §7901 for both HHS employees and employees of another federal agency.

FOH designs and provides a suite of occupational health services as well as consultation to Federal customer agencies exclusively through Interagency Agreements (IAAs). FOH is the largest provider of occupational health services in the Federal Government, serving more than 300 Federal agencies and reaching 1 million federal employees. FOH enters into agreements that are negotiated with federal departments and federal agencies’ national headquarters, and/or with their regional/local components for standard occupational health services, including behavioral health services such as Employee Assistance and Work Life programs. FOH maintains sole responsibility for consulting with its Federal agency customers. FOH enters into interagency agreements with HHS and other federal agencies to either deliver occupational health services directly or enters into contracts with qualified vendors to provide such services. When FOH uses a contractor, FOH monitors the contract and provides technical oversight.

C.1. BACKGROUND

FOH’s integrated Employee Assistance Program (EAP) and Work Life (WL) Program services are provided to federal agency client employees covered by interagency agreements with FOH to meet the health and wellness needs of clients. This Program plays an essential role to reduce stress to prevent chronic health conditions of clients. This is accomplished through assessments, counseling, and assistance identifying additional services for clients with personal and/or work-related concerns and stress-related concerns, including family problems, office conflicts, financial issues, legal issues and alcohol and substance use. The Contractor shall fully support this Program to assist clients seeking confidential help with preventative health measures to deal with stress and anxiety arising from work, family, personal matters, work-life stressors, and other issues affecting their mental and physical well-being. This Program also helps connect clients to resources to manage stress and anxiety-producing life challenges that include childcare, senior care, adoption, funeral planning, moving, and special needs.

FOH’s integrated EAP and WL Program, managed through the division of Behavioral Health Services, focuses on the delivery of preventative health care that adheres to recognized industry standards and that is consistent with federal guidelines for workplace practices, including those listed below:

1. HealthCare.gov defines preventative health care services as “Routine health care that includes screening, check-ups, and patient counseling to prevent illness, disease, or other health problems.” (https://www.healthcare.gov/glossary/preventive-services/)

2. The HHS Office of Disease and Health Promotion (ODPHP) plays a vital role in keeping the nation healthy and identifies long-term stress as leading to health problems. ODPHP encourages the importance of stress management in order to lower the risks for heart disease, obesity, high blood pressure, and depression (https://health.gov/myhealthfinder/topics/health-conditions/heart-health/manage-stress).

3. The U.S. Office of Personnel Management (OPM) provides policy and guidance on Federal civilian employee health and assistance programs (https://www.opm.gov/policy-data-oversight/worklife/). In this oversight capacity, OPM links EAP and WL together as mutually dependent services and states: “Work-life is the business practice of creating a flexible, supportive environment to engage employees and maximize organizational performance. Work-life programs are critical management tools for the Federal community as we strive to maintain an excellent, engaged workforce.” OPM work-life best practices include health and wellness activities, Employee Assistance Programs, and family and dependent care. OPM emphasizes work-life programs can demonstrate significant benefits for agencies, employees, and communities. OPM further identifies EAP services as including assessments, counseling, and referrals for additional services to employees with personal and/or work-related concerns, such as stress, financial issues, legal issues, family problems, office conflicts, and alcohol and substance use disorders.

OPM states EAP also often works with management and supervisors, providing advanced planning for situations, such as organizational changes, legal considerations, emergency planning, and response to unique traumatic events. OPM emphasizes and promotes health and wellness and states: “The leading causes of death and disability in the United States are not only preventable but also responsive to workplace interventions.

Worksite health and wellness programs help employees modify their lifestyles and move toward an optimal state of wellness. They can also produce organizational and employee benefits, such as lower healthcare costs, increased productivity, improved recruitment and retention, reduced absenteeism and presenteeism, and enhanced employee engagement. Worksite health and wellness interventions include, but are not limited to, health education, nutrition services, lactation support, physical activity promotion, screenings, vaccinations, traditional occupational health and safety, disease management, and linkages to related employee services. Federal agencies are encouraged to develop and sustain programs that address the current and future needs of their employees to produce the healthiest possible workforce.”

4. American Psychological Association (APA) identifies a variety of actual and perceived stressors impacting health and psychological well-being. The APA Stress in America 2020 Report (https://www.apa.org/news/press/releases/stress/2020/report-october) notes finances are the most reported source of stress, and 6 in 10 adults identify finances as a significant source of personal stress. Signs of financial stress impacting mental health include trouble sleeping, loss of appetite, feeling anxious, feelings of anger, arguing, withdrawal, anxiety, depression, and mood disorders, depression, and suicide. Signs of financial stress impacting physical health include increased cortisol levels, migraines, cardiovascular disease, insomnia, digestive problems, memory and concentration impairment, and weight gain. Additionally, APA notes legal matters, such as making sense of subpoenas or court orders, legal custody issues, hearings, mediations, etc., are significant contributors of stress, and often cause uncertainty and ambiguity, which diminish how efficiently and effectively one can prepare for the future and can result in chronic stress and anxiety.

5. The Employee Assistance Trade Association (EASNA) fosters best practices, research, education, and advocacy in behavioral health and wellness that impacts workplace performance (https://easna.org/about/). EASNA also refers to EAP as Employee and Family Assistance Programs (EFAPs) or Member Assistance Programs (MAPs).

EASNA’s definition of the range of EAP services includes consultation to management on behavioral aspects of the workplace, behavioral risk management, educational information on emotional, work-life, and workplace issues, assessment, support, short term counseling, referral, and follow-up for employee and/or family member issues, support for preventive health and wellness presentations, awareness training and critical incident interventions, and website and online kinds of assessments and information.

EASNA notes work-life issues usually evolve into EAP issues as the lines between work and home are blurred with the increased use of laptops and cell phones, employees are forced to bring their work home, and employers are downsizing while at the same time upsizing work load.

6. The Employee Assistance Professionals Association (EAPA) promotes the highest standards of employee assistance practice and the continuing development of employee assistance professionals, programs, and services (https://www.eapassn.org/whatisEAPA).

Additionally, EAPA recognizes between 20% and 50% of employees in America care for a child, an aging family member or both, and that work-life services focus on supporting stressful family life experiences, including finding daycare for children or locating appropriate homecare for aging parents, and most work-life programs offer assessment and referral to quality child care and eldercare providers, caregiver support groups, family financial and legal education, resources for supporting diverse and non-traditional families, and encouraging corporate and community involvement.

C.2 SCOPE

The purpose of this contract is to acquire integrated EAP and WL services to address a wide range of preventative health care, wellness, and work-life balance concerns. The Contractor shall provide:

Initial assessments and short-term counseling services Drug-Free Workplace services Critical Incident Response services EAP and WL program orientations for supervisors and employees

Consultations services to managers (supervisors) on how to address staff stress and anxiety issues

EAP presentations WL seminars Monthly Program outreach campaign newsletter and associated promotional materials Monthly Program outreach campaign webinars EAP and WL health fairs and related customer program support activities EAP and WL resources website Associated reporting and metrics

The Contractor shall provide services through efficient and cost-effective means including:

24/7/365 Call Center equipped with EAP Consultants and Work Life Consultants to provide telephonic and virtual counseling, and clinical assessment for high-risk issues and crisis response services.

EAP Field Consultants to provide onsite counseling at specified federal facilities Affiliate Consultants to provide counseling across the United States and US Territories Work Life Consultants to provide counseling across the United States and US Territories Innovative information technology services (e.g., online scheduling, apps, etc.)

C.3 DEFINITIONS

The following definitions shall apply when used throughout this contract.

Affiliate Consultant: An individual or group of professional mental health practitioners who, through a contractual relationship with the Contractor, provides EAP services to through an extended network of counselors. All Affiliate Consultants shall meet the qualification requirements of EAP Field Consultants as defined herein.

Authorization to Use or Disclose Protected Health Information: A document signed by a client that permits an EAP Field Consultant or counselor to disclose specified information to identified supervisors, treatment facilities, etc. Except where disclosure without consent is allowed or required by law, the client's written consent shall be obtained prior to the release of information to any individual, institution and/or organization. This authorization applies to all releases without regard to the type of problem the individual is experiencing.

Case Record: Electronic and hard copy records of case activity.

Client: An eligible individual who receives services through this contract. A client may include an employee or the employee's spouse, dependent child, parent, domestic partner, or significant other living in the employee's household, or any legal dependent regardless of home address.

Connection Rate: The percentage of clients who are assigned to an affiliate counselor that converts into a case (e.g., the client meets either in-person or by phone with an affiliate counselor for a counseling session).

Consortium: A group of organizations or federal agencies that pool resources and share the expertise of specialized professional staff, inclusive of on-site EAP Field Consultants, which maximizes efficiency, purchasing power and return on investment and cost on a per employee per month basis.

Consultant: An employee of the Contractor (not an affiliate) who provides counseling services to FOH clients.

Critical Incident: A situation that is perceived to threaten life and/or cause serious physical and/or emotional injury or distress to a person or group.

Crisis Intervention Services: Constellation of services or activities provided on-site that may be used to respond to and mitigate atypical stress and/or a crisis incident. Services and activities include psychological first aid, management consultations, stress management, health and wellness presentations and orientations, crisis management briefings for leadership, didactic grief education groups for impacted staff, anniversary responses of a traumatic event, etc.

Customer Organization: A federal agency that has entered into an agreement with FOH to provide services to its employees.

Drug-Free Workplace Coordination: The case assignment of a client to a Substance Abuse Professional as a result of a positive drug test in accordance with the Drug-Free Workplace policy (49 CFR Part 40). Coordination may include, as appropriate, inpatient and outpatient treatment monitoring, client and provider contacts, notification to the supervisor and Reviewing Medical Officer, aftercare plan review, and return-to-work coordination.

EAP Field Consultant: An employee of the Contractor (not an Affiliate) who provides day-to-day services typically onsite at federal facilities.

Follow-up: One or more contacts with a client, a client’s supervisor, or a site to monitor progress and/or the impact of recommendations. Follow-up may consist of telephone contact, in-person interviews, written satisfaction and progress surveys, and a review of job-performance and attendance records.

Last Chance Agreement: A written agreement defining the intervention and administrative steps to be taken by an employee and supervisor to resolve productivity and/or performance issues, generally prior to potential separation from service.

Project Director: An individual identified by the Contractor who is responsible for managing the FOH contract. The Project Director is the Contractor’s main point of contact to the

Professional Care Management: A holistic, client-centered approach to caring for older adults or disabled persons. The goal is to improve the client’s quality of life and reduce family stress through assessment and monitoring, planning and problem-solving, and education and advocacy.

Statement of Understanding: A document signed by clients that describes the confidentiality parameters of the EAP.

Substance Abuse Professional (SAP): A licensed physician (Doctor of Medicine or Osteopathy), or licensed or certified psychologist, licensed or certified social worker, licensed or certified employee assistance professional, or a drug and alcohol counselor as certified by the National Association of Alcoholism and Drug Abuse Counselors Certification Commission (NAADAC) or by the International Certification Reciprocity Consortium/Alcohol and Other Drug Abuse (ICRC) or by the National Board of Certified Counselors (NBCC) with the Master Addictions Counselors (MAC) certification. Only those who qualify as SAPs may conduct mandatory substance abuse assessments in cases involving positive employee alcohol and/or drug tests.

Supervisor or Management Consultation: Discussion with a supervisor or management official regarding a variety of employee or organizational issues.

System of Records Notices (SORN): A System of Records is a group of any records under the control of any agency from which information is retrieved by the name of the individual or by some number, symbol, or other identifier assigned to the individual. The Privacy Act requires each agency to publish notice of its systems of records in the Federal Register. This notice describes the purpose and agency’s authority to maintain records, security controls, and routine uses of the information contained therein. The Contractor shall follow and maintain records in accordance with the FOH EAP and Work Life SORN.

Utilization Rate: Confirmed cases/population in period X 365.

Work Life Consultant: Individuals responsible for intake, assessment, direct services, case assignment, monitoring, and follow-up of Work Life services provided to clients.

Workplace Outcome Suite: Psychometrically validated tools designed to measure the workplace effects of EAP.

C.4 REQUIREMENTS – TRANSITION SERVICES

C.4.1. Contract Transition In

The transition from the Incumbent Contractor to the new Contractor shall be completed within 90-calendar days after award. During this period, staff from the incumbent contract shall be available to familiarize and train the new Contractor staff with operations. The Contractor’s transition plan shall provide adequate coverage to ensure uninterrupted service to FOH customer agencies and be effectively and efficiently administered. The Successor Contractor shall cooperate fully with the Incumbent Contractor, as directed by the Contracting Officer Representative (COR), to ensure that all services continue without interruption.

1. Transition Plan: The Successor Contractor shall submit an acceptable transition plan that details the methods that will be used to ensure a smooth transition from the Incumbent Contractor operation to sole operation by the Successor Contractor. At a minimum, the plan shall include:

Phone Line Transition

Scripting, testing of lines, etc.

Website Transition Access confirmation, vetting/audit of content -accessibility of features i.e., archived webinars, orientations Client Care Transition – Management Cases/Routine Cases

Collection of necessary releases to maintain communication with referring manager, provider (availability of provider in network with Successor Contractor, treatment facilities, etc.)

Transition of cross walk from historical case id’s to new case id’s Case Record Transition/Report –

Data migration from exiting Management Information System (MIS) to Successor Contractor’s

MIS

Incumbent Staff Transition Affiliate Network Provider Verification/Invitation/Transition

Crosswalk of Incumbent Contractor’s network to Successor Contractor’s network.

Successor Contractor’s network/credentialing team’s capability to invite providers to join network e.g. frequently used/anchor providers, and geographic areas where network access may be limited Training

Call Center Field Staff Key Personnel

Notifications to partners Affiliate clinicians, presenters, CIR providers

2. A milestone chart detailing timelines and stages of transition from the effective date of contract performance until the Successor Contractor assumes sole responsibility for providing services.

3. An organizational chart that displays internal and external organizational relationships.

The organizational chart shall identify the individuals by name (at all levels) who will be responsible for the transition and their respective roles; detail the lines of communication and how the Successor Contractor will interface with FOH during this phase of contract performance.

4. Methods to orient and educate incumbents/new hires about the Successor

Contractor and FOH processes.

5. Plans to communicate and cooperate with the current Incumbent Contractor.

The Government will provide to the Successor Contractor within one (1) business day after award the following information for the EAP Field Consultants:

Service Provision Site (SPS) Incumbent Full Name and Contact Information Months on Contract/Seniority Work Status Vacancies at Transition

The Government will assist in facilitating direct communication between incumbent EAP Field Consultants and the Successor Contractor. Toward this end, the Successor Contractor shall provide to the COR an email and phone number to share with incumbent EAP Field Consultants allowing them to directly contact the Successor Contractor. This information shall be provided on Day one (1) of the Transition Period.

Beginning on Day ten (10) of the Transition Period, the Successor Contractor shall conduct a daily progress meeting that provides transition status. Meeting content shall include status on, but not limited to:

Transitional Vacancies (Existing and new) Incumbent EAP Field Consultants New hires

The frequency of the transition meetings may be reduced upon mutual agreement between the Successor Contractor and the COR.

C.4.2 Contractor Transition Out

At the completion of the contract, the Incumbent Contractor shall provide transitional services to FOH and the Successor Contractor (refer to Federal Acquisition Regulation (FAR) Clause 52.237-3 Continuity of Services). The Incumbent Contractor shall provide within ten (10) calendar days upon written request from the COR a list of all EAP Field Consultants and other Fee for Service Labor Categories filled at the Transition Out period to include full names, phone numbers and email addresses as well as all personnel training files to the Contracting Officer and/or COR. The Incumbent Contractor shall also provide with this report each staff’s Training File.

All services shall be transitioned from the Incumbent Contractor to the Successor contractor within thirty

(30) calendar days, unless the government agrees to a longer period of time.

C.5. REQUIREMENTS - PERSONNEL

The Contractor shall staff a well-qualified team of professionals to meet the requirements of this contract.

C.5.1 Key Personnel

The Contractor shall provide a list of names, organizational structure, and contact information for all individuals who are considered essential to service provision and are supervising or leading personnel on this contract within ten (10) business days of contract award. Listing shall include but is not limited to non-billable labor categories (e.g., Contractor’s Project Director) and billable labor categories (e.g., EAP Field Consultants) identified in the task order as applicable.

The organization structure shall identify a single Point of Contact (POC) for the contract whom the COR will be able to direct questions and concerns, or POCs for specific portions of the contract (e.g., scheduling or badging). Any updates and/or changes shall be provided to the COR within three (3) business days of being effective.

If key personnel are removed from the contract, the contract is terminated due to cause, or the key personnel separates from the Contractor’s employment voluntarily with less than thirty (30) calendar days’ notice, the Contractor shall provide the maximum notice practicable to the Contracting Officer (CO). The Contractor shall not divert, replace, or announce any such change to staff without the written consent of the CO.

Prior to the Contractor voluntarily diverting any of the key personnel to other programs or contracts the Contractor shall notify the CO within thirty (30) calendar days of the action for approval. The Contractor shall submit a justification for the diversion or replacement, and a request to replace the individual to the CO, who will obtain concurrence from the COR. The request must substantiate how the proposed replacement's skills, experience, and credentials meet or exceed the skills, experience, and credentials of the outgoing personnel.

Key Personnel associated with this contract shall include the Project Director. The Contractor shall submit resumes for all Key Personnel to the CO, prior to the Key Personnel starting work.

The cost for the Project Director shall be included in the PEPM pricing and shall be clearly identified in the task order’s pricing methodology.

Project Director - The Project Director must meet the qualifications required for EAP Field Consultants (see Attachment J.3). In addition, it is recommended that the Project Director have at least ten (10) years of health care administration experience, including five (5) years of experience in the administration of a multi-state EAP. The Project Director shall have, or be eligible to obtain, Certified Employee Assistance Professional (CEAP) certification. The Project Director shall have or be covered by professional liability insurance coverage of at least $1,000,000 per occurrence; $3,000,000 aggregate.

C.5.2 Other Contractor-Identified Staff

The Contractor shall be responsible for identifying all other counseling and administrative support staff necessary to meet the functions and requirements of the contract. Counseling staff shall meet the minimum qualifications identified for EAP Field Consultants in Section J, Attachment 3, Labor Category Descriptions. The Contractor shall ensure appropriate clinical supervision for staff, which shall be based on counselor experience and state licensure requirements by degree.

All Contractor Staff must be fluent in reading, writing, and speaking English to effectively communicate with all recipients and other providers/professionals.

Some sites may require that all Contractor Staff who work onsite are U.S. Citizens, and this will be indicated in the Task Order.

C.5.3 Staff Credentialing

The Contractor shall maintain accurate credential files on all professional staff including licenses, certification, and prime source verification of professional degrees. The Government reserves the right to inspect credential files at any time.

The Contractor shall provide a quarterly Staffing Report within 3 business days of the end of each quarter that includes staff names, addresses, positions, supervisors, training, continuing education, CEAP certification, license verification and security clearance status.

The Government will perform regular random audits of files to confirm compliance with contract standards.

C.5.4 FOH Employees

The Contractor shall not employ any FOH federal employee under this contract.

C.5.5 Private Practice

Contractor providers are not prohibited by reason of their employment, under this contract, from conducting a private practice, so long as there is no scheduling conflict of duty hours with the performance of required services under this contract. Contractor providers are prohibited from self-referrals.

C.5.6 New Procedures/Services

The Contractor and/or Contractor providers shall not introduce new procedures or services without prior recommendations to, and written approval by, the COR. Knowledge of customer agency interest in receiving new or expanded services must be forwarded to FOH customer account executive and/or FOH business development specialists with accompanying customer contact information.

C.5.7 Resignation/Termination The Contractor shall maintain a stable workforce. It is unacceptable to FOH to have a high turnover rate of staff. An annual retention rate of less than 90% for the EAP Field consultants and other Fee for Service positions is unacceptable to the government. If the EAP Field consultants and/or other Fee for Service positions leave within 12 months the vendor may be assessed a disincentive for the cost of the security clearance, as indicated in section C.14.2.

The Contractor shall notify the COR of all Contractor staff resignations/terminations within the same business day of the Contractor having received notification or providing action. The Contractor shall start recruiting as early as possible to fill the vacancy within 30 days.

C.6. REQUIREMENTS – SERVICE DELIVERY

The Contractor shall provide an integrated EAP and WL Program in accordance with the different service models described within this Performance Work Statement (PWS).

C.6.1 Hours of Operation

The Contractor shall provide Call Center services 24 hours a day, 7 days a week, and 365 days a year. The EAP Field Consultants typically work during core business hours on Monday through Friday. The Contractor shall be familiar with the federal calendar, including federal holidays (as specified in Section F of the Contract).

C.6.2 Per Employee Per Month (PEPM) Staffing Needs and Office Locations

The Contractor shall be responsible for providing on-site staff coverage at locations specified in Section J, Attachment 2 “Staffing Locations”. The staffing of 27 EAP Field Consultants in federal hubs are integral to the FOH EAP Consortium model. The cost for the 27 EAP Field

Consultants located in federal hubs shall be included in the Per Employee Per Month pricing and clearly identified in the pricing methodology.

Typically, FOH secures office space at Government locations and provides basic office necessities (i.e., office phones, desks, file cabinet and shredders). If the Contractor is requested to secure office space, the office space shall be secure, smoke-free, ergonomically appropriate, and accessible to the physically challenged. The number of office locations is estimated and will vary with the increase or decrease of agency populations. The Contractor shall provide the IT hardware/software and hot spot for internet connectivity, which shall be included in the PEPM price, for the onsite field consultants who work at the government locations.

FOH has agreements with agencies that require supplemental on-site EAP Field Consultant services. The Contractor shall be responsible for providing these on-site EAP Field Consultant staff according to the Fee for Service labor hours indicated in Section J, Attachment J.1 “Pricing Worksheet.” The job descriptions for the labor categories can be found in Section J, Attachment J.3.

C.6.2.1 Adding/Deleting of Labor Categories

During the performance of this contract, the Government may require additional labor hours for the Fee for Service labor categories listed in Attachment J.1. Pricing Worksheet. The COR will provide to the Contractor the required labor category, number of hours, and location. The position shall be identified as a vacant position from the date of written notification by the COR.

Through the issuance of a Task Order or a modification to an existing Task Order, I Contractor shall have thirty (30) calendar days from COR notification to hire for the new labor category and obtain FOH Security Clearance Package acceptance as complete. Any formal contract action required will occur with the next contract modification.

The COR will inform the Contractor as early as possible when a labor category will no longer be required at a given location. The Contractor shall have seven (7) calendar days to comply with the request to remove the contractor staff from the SPS. Any formal contract action required will occur with the next contract modification.

C.6.2.2 Work Hours

Normal work week for EAP Field Consultants and Fee for Service Labor Categories is Monday through Friday excluding federal holidays. Any variation must be approved by the COR.

Occasional emergency workload peaks, or changes in Government priorities, may necessitate the Contractor discuss workload priorities with the COR and request the approval of a variance in regularly scheduled hours. Alternate Work Schedules (AWS) and telework/telecommuting is not permissible for positions that provide direct in-person client services, for a preponderance of their work, unless pre-approved by the COR under special circumstances. See Section F.5 of the contract regarding Government site closures.

Daily Staff Sign In/Sign Out Sheet or Attendance Log for Invoice Verification must be maintained daily by the Contractor and available upon request from the COR.

C.6.3 PEPM EAP Presentations

The Contactor shall provide a variety of 60-minute live presentations with skilled professionals and/or subject matter experts in order to promote the program and educate clients on such topics as behavioral health, mental well-being, substance abuse, misuse and addiction, nutrition, and caregiving. The Contractor shall be able to provide presentations in a variety of formats (e.g., in-person, webinar or video conferencing, etc.). These can be staffed by EAP Field Consultants in federal hubs or through local, trained affiliate providers. The contractor should be prepared to provide approximately 1,100 EAP presentations per year.

C.6.4 PEPM Work Life Seminars

In addition to WL program outreach to customer agencies for WL services, the Contractor will provide a robust catalogue of live presentations with skilled professionals and/or subject matter experts in order to educate clients on such topics as work-life balance, elder care, childcare, coping with life events, parenting, special needs, etc. On occasion the government may request a copy of the slide deck to be provided to the customer. The contractor should be prepared to provide approximately 300 WL presentations per year. Presentations are reviewed by the government annually; however, the government may request to review a presentation at any time.

C.6.5 PEPM EAP and WL Program Outreach

The Contractor shall provide integrated EAP and WL Program outreach promotion and orientations to customer agencies. EAP Field Consultants shall deliver outreach orientations.

Affiliate providers may deliver outreach orientations when an EAP Field Consultant is unavailable.

As part of the outreach promotions, the Contractor will provide a monthly electronic newsletter for the integrated EAP and WL Program that can be distributed to FOH’s customer agencies. In addition, the Contractor will provide a Webinar that aligns with the identified monthly campaign topic. The webinar will be provided on the Contractor’s webinar platform that shall be compatible with federal agencies’ IT security accessibility. (WebEx and Adobe are known platforms that are compatible with federal agencies’ IT security). The average monthly attendance is 500 clients.

C.7 PEPM SERVICE MODELS

FOH offers a menu of PEPM services to FOH customers. The Contractor shall be responsible for providing a range of EAP and WL Program services depending on the service model selected or chosen by an FOH customer. For example, customers may elect an EAP and WL Program with 12 sessions, 8 sessions, 6 sessions, telephonic EAP services only, or WL services only. At contract award, the COR shall provide the Contractor with the service package of each customer agency. All services required to be provided in the PEPM model shall be included in the PEPM pricing.

The Government provides the following service models for informational purposes, so that the Contractor understands the types of service models that the Government offers to its customers.

At a minimum, the Contractor shall provide the services described below.

C.7.1 EAP Only Service Models

The EAP only service models include the comprehensive variety of EAP services included in Section C.2 SCOPE, with a selection of multiple-session models (3, 4, 6, 8, and 12 session models) and industry standard emphasis on in-person, telephonic, videoconference, and virtual stress assessments, counselor assignments, short-term counseling, and follow-up.

C.7.2 WL Only Service Models

The WL only service models include the comprehensive variety of WL services included in Section C.2 SCOPE, with industry standard emphasis on assessment and assistance for life-stress events, such as adoption, becoming a parent, newborn and childcare, elder care, relocation, retirement, and adults with disabilities and illnesses, etc., in order to address a wide range of preventative health care, wellness, and work-life balance concerns.

C.7.3 Combined EAP and WL Service Models

The combined EAP and WL service models provide several various configurations of the EAP Only and WL Only service models mentioned above (3, 4, 6, 8, and 12 session EAP models + WL service models).

C.7.4 Nursing Mothers at Work Lactation Support Program

The Nursing Mothers at Work program offers 24/7 telephonic access to board-certified and pre-screened lactation consultants to assist in order to ease mental and physical stress for new mothers during any periods of heightened anxiety.

C.7.5 Work Life Kits

Contractor shall provide prenatal, Child Safety, Adult Caregiver, Emergency and Be Well kits containing helpful products and information for each specific kit designed to assist clients with specific life-stress events and common caregiving anxiety-challenges. These kits are to be included in the PEPM pricing. Kits may also be purchased separately for customer program health fairs and promotion activities. The price per kit for those purchased separately shall be included in the Pricing Worksheet, Attachment J.1.

Prenatal Kit: The Prenatal Kit contains helpful products and information to help parents plan for a healthy pregnancy, prepare for their new child, and educate them about childcare and parenting issues. FOH’s Prenatal Kit is available to clients who are currently expecting or adopting a child.

Adult Care Kit: The Adult Care Kit contains helpful information and products that benefit clients that care for elderly loved ones. FOH’s Adult Care Kit is available to clients who are seeking adult care counseling, education and additional services.

Child Safety Kit: The Child Safety Kit contains information and products that are tailored to home safety and the protection of children from common unintentional injuries. The Child Safety Kit is available to clients with children under the age of three.

Be Well Kit: The Be Well Kit contains information and products that are designed to help clients proactively manage their health. One Be Well Kit is available for a client per lifetime.

Emergency Kit: The Emergency Kit contains information and products designed to help keep a client safe in times of emergency. One Emergency Kit is available for a client per lifetime.

Nursing Mothers Kits: The Nursing Mothers Kits are exclusive to the Nursing Mothers at Work Lactation Support Program. These Kits shall include instructional information on breastfeeding; comprehensive breastfeeding reference book; diary for documenting an infant's milk intake and output; breast milk collection and freezer storage bags; breast cream and bra pads.

C.7.6. Emergency Backup Care Service Program (NOT included in PEMP pricing)

The Emergency Backup Care Service Program helps to ease mental and physical stress during any periods of heightened anxiety as clients are forced to locate care when their regular care arrangements fall through due to school or facility closings, illness, inclement weather, etc. The Emergency Backup Care Service Program service model provides assistance and coordination of quality temporary care for children and adults when regular care is disrupted.

The EBDC services will NOT be included in the PEMP pricing and shall be priced on a per usage rate. The estimated monthly usage is included in the Pricing Worksheet, Attachment J.1.

The EBDC services will be evaluated through the use of a standardized set of criteria proposed by the vendor and approved by FOH. In addition to performance indicators that are considered standard measures of performance for the backup care industry, the instrument or criteria should include the following: Customer satisfaction (vendor and care referrals), Timeliness of fulfillment for routine and emergency request, Provider Network – licensure/credentials, size, availability and diversity of care type.

Customer Satisfaction to include timeliness, quality and appropriateness of referrals and service delivery Fulfillment – time taken to identify and coordinate a care referral for a member o Inclusive of Turnaround times for pre-planned/scheduled request and same day/next day needs Nationwide Network - Flexible care options accessible nationwide to FOH members with capability to meet the o diverse needs/care request; in home, daycare, au pair, nanny, etc.

o age of dependent, special considerations/needs o nontraditional schedules; after hours/overnight request

Delivery of Emergency Back-Up Care Services Services delivered by fully vetted nationwide provider network that includes:

o State Licenses o Insured o Reference and Background checks o CQI standards/monitoring o Annual compliance review

C.8. REQUIREMENTS - NETWORK RESOURCES

The Contractor shall maintain a centralized database that contains a registry of resources.

C.8.1 Affiliate Network Management

1. The Contractor shall manage a large, geographically dispersed network of qualified EAP providers. Within this group of affiliates, the Contractor shall have a preferred network of affiliates that is knowledgeable of and trained on, the FOH program.

2. The Contractor shall have a strategic approach to managing cases assigned to affiliates.

This approach shall ensure the successful client connection rate meets the 80% requirement found in Section C.14.2.

3. The Contractor shall have systematic, consistent policies and procedures for managing high-profile cases and ensuring adequate case management and recording in accordance with EAP practices.

4. The Contractor shall have agreements in place that require their affiliates to protect the privacy of the clients they serve, as defined in this solicitation.

C.8.2 Affiliate Geographic Dispersion

The Contractor shall maintain a network of national affiliate counselors. Affiliate counselors must be available within a 50-mile radius or 1-hour drive of any specified location in the United States, except in Alaska.

C.8.3 Affiliate Qualifications

Affiliate counselors shall meet the professional qualifications for EAP Field Consultants in Attachment J.3, Labor Cat Descriptions.

C.8.4 Affiliate Case Intake and Case Management System

FOH protocols will be provided to the Contractor and the Contractor shall ensure that affiliate counselors utilize FOH protocols for client intake and case recording. Affiliate counselors shall utilize the Contractor’s web-based case management system to transmit case data confidentially and securely to the Contractor’s system. Case information shall be documented and collected by the Contractor using the Contractor’s case management system.