Attachment 1 - PWS EAP and WorkLife _Final.pdf

PERFORMANCE WORK STATEMENT (PWS)

August 26, 2020

Defense Civilian Personnel Advisory Service (DCPAS)

Employee Assistance Programs (EAP) & Work-Life Services

1. GENERAL: This is a non-personnel services contract to provide Employee Assistance Program

(EAP) and Work-Life services. The federal government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the federal government.

1.1. Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform EAP and Work-Life services as defined in this PWS, except for those items specified as federal government furnished property and services. The contractor shall perform to the standards in this contract.

1.2. Background: The Department of Defense is a world class employer seeking to hire and retain exceptional quality employees by offering a variety of programs and services. The overall intent is to ensure that the Department can meet mission goals and objectives by ensuring the safety and welfare of its employees. It is the responsibility of Department of Defense (DoD), through Washington

Headquarters Services (WHS), Acquisition Directorate (AD), to implement and oversee EAP and

Work-Life services. Delivery of services will assist DoD federal employees in achieving increased job performance through resolution of presenting issues and the prevention of the recurrence of these issues.

1.3. Objectives:

a. Empower employees in their efforts to resolve personal issues that may adversely impact or cause deficiencies in work performance or conduct.

b. Assist employees in balancing their professional and personal lives by linking them with programs and services that can help them attain and maintain this equilibrium.

c. Equip employees with information and referral resources that assist in the caring for dependent family members.

d. Provide high quality programs and services that will lead to a more productive workforce.

e. Support supervisors, managers, and other workplace leaders in managing the diverse, complex demands of the workplace.

1.4. Scope: The Contractor shall provide a broad range of EAP and Work-Life services CONUS, OCONUS and worldwide. Services include; consultation, counseling, personalized searches and referrals, website data bases, critical incident support, promotional materials, and educational seminars to federal employees and supervisors. Contract will offer services to full time and part time employees, their dependents, and household members who are eligible for this PWS. The program shall operate under the following concepts:

Program design and delivery shall emphasize:

o Encouraging employees, supervisors and managers to call the EAP and Work-Life Program representatives to discuss personal concerns that are a cause of stress.

o Reassuring callers that services are confidential.

o Reminding callers that EAP and Work-Life professionals are qualified to discuss a full range of personal, family, financial, legal and work-related issues.

o Informing callers that services are free of charge.

o Analyzing agency demographics, identifying trends, developing prevention education programs, and designing other services in direct response to these findings.

o Providing educational materials and seminars on EAP and Work-Life issues.

1.5. Period of Performance: The Single Award Indefinite Delivery Indefinite Quantity contract will have a five (5) year ordering period.

1.6. General Information:

1.6.1. Quality Control: The contractor shall develop and maintain an effective quality control program

(QCP) to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective service. The

QCP is to be delivered within 30 days after contract award. Three copies of a comprehensive written

QCP shall be submitted to the KO and COR within 5 working days when changes are made thereafter.

1.6.2. Quality Assurance: The federal government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan.

1.6.3. Recognized Holidays: The Contractor is not required to perform service on the following holidays (except for 24/7/365 National Service Center in para 3.0 and 5.2)

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.6.4. Hours of Operation: The Contractor Field Consultant is responsible for conducting business, between the DoD core hours of 8:00 AM to 4:30 PM, arriving no earlier than 6:30 AM and departing no later than 6:30 PM Monday through Friday except federal holidays or when the federal government facility is closed due to local or national emergencies, administrative closings, or similar federal government directed facility closings. For other than firm fixed price contracts, the Contractor will not be reimbursed when the federal government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the federal government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential. Any change in schedule will be communicated to the agency to ensure agency support needs are met.

1.6.5. Place of Performance: The work to be performed under this contract will be performed in a government provided office space. The contractor shall provide EAP and Work-Life services within the continental United States (CONUS), as well as outside of the United States, to include the Virgin

Islands, Guam, Puerto Rico, Hawaii and Alaska (OCONUS), and international services. Contractor personnel may be requested to work at the federal governments alternate locations during emergencies and emergency exercises. Individual Contractor personnel may be designated as essential personnel to support contingency operations at alternate locations during actual emergencies and emergency exercises.

1.6.6. Type of Contract: The federal government will award a Single Indefinite Delivery Indefinite

Quantity (IDIQ) contract consisting of Firm-Fixed-Priced (FFP) and Time-and-Material (T&M) contract line item numbers (CLINs).

1.6.7. Security Requirements: Contractor personnel performing work under this contract must be cleared with a National Crime Information Center (NCIC) check for issuance of a Common Access

Card (CAC) and must maintain the level of security required for the life of the contract. The

Contractor must also have received a favorable National Agency Check with Inquiries (NACI) as well as a favorable response to an Federal Bureau of Investigation (FBI) fingerprint check.

1.6.7.1. Physical Security: The Contractor shall be responsible for safeguarding all federal government equipment, information and property provided for Contractor use. At the close of each work period, federal government facilities, equipment, and materials shall be secured.

1.6.7.2. Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the federal government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the

Contractor by the federal government shall be duplicated. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.6.7.2.1. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the federal government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the federal government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the

Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the federal government and the total cost deducted from the monthly payment due the

Contractor.

1.6.7.2.2. The Contractor shall prohibit the use of federal government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the

Contracting Officer.

1.6.7.3. Lock Combinations. The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.8. Special Qualifications: Contractor personnel will be required to sign a Non-Disclosure

Agreement

1.6.9. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers

Representative (COR), and other federal government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the federal government views the contractor's performance and the contractor will apprise the federal government of issues, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the federal government.

1.6.10. Contracting Officer Representative (COR): The COR will be identified by separate letter. The

COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance:

maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including federal government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting

Officer and Contractor of any deficiencies; coordinate availability of federal government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11. Key Personnel: The personnel listed below are considered essential to the work being performed under this contract. Before removing, replacing, or diverting any of the listed or specified personnel or facilities, the Contractor shall (1) notify the Contracting Officer reasonably in advance and (2) submit justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on this contract. The Contractor shall make no diversion without the Contracting

Officer's written consent; provided that the Contracting Officer may ratify in writing the proposed change, and that ratification shall constitute the Contracting Officer's consent required by this document.

Program Manager

Minimum Qualifications: Employees must demonstrate that they have successfully completed a master's or equivalent graduate degree OR have successfully completed two full years of progressively higher graduate level education leading to a master's degree in business, health care administration or related field or equivalent education. 5 years of experience in project management, including such areas as budget reconciliation, data management, billing, accounting and customer service. Proficient in Microsoft applications, specifically Word, Excel and web-based applications.

Service Center Manager, EAP

Minimum Qualifications: The Service Center Manager, EAP shall meet or exceed the requirements for a qualified Staff Counselor and, in addition, must be an experienced mental health clinician and clinical supervisor. Experience/Requirements: The position shall have five (5) years post-masters experience in Mental Health (MH)/Chemical Dependence (CD) or EAP service delivery settings, two

(2) years direct clinical supervisory experience, and three (3) years supervised EAP experience.

Qualified onsite Staff Counselors

Minimum Qualifications: Shall hold a Masters and/or Doctorate degree from an accredited college or university recognized by the corresponding professional association(s) in a clinical mental health field.

In addition, they:

Shall have a current state license or state certification to practice as a mental health practitioner (e.g., social worker, clinical psychologist, marriage and family counselor, and professional counselor) in the state(s) where practice takes place. If such licensure/certification is not available in that state, the individual shall hold appropriate certification from a recognized national certification organization or board.

Any Counselor assigned to perform duties related to clients in other states, e.g., telephonic screening, CISM, assessment, counseling and referral; back-up for remote locations; and short-term temporary case-management must be licensed or certified in the state where he/she is physically located and have adequate knowledge of the state laws governing mental health issues and clinical practice for the population they are serving. Clinical supervision and consultation must be available (24 hours a day) and used to ensure adequate knowledge of state laws is appropriately integrated into the delivery of services.

Shall be able to practice at the independent level without requiring state mandated clinical supervision.

In rare cases, requests for waiver of this requirement will be approved at the discretion of the COR.

Shall have demonstrated capability to complete accurate bio- psycho-social assessments including substance abuse assessments.

Shall have or be covered by professional liability insurance coverage of at least $1,000,000 per occurrence; $3,000,000 aggregate.

The Contractor shall ensure that Counselors performing phone counseling have specialized experience and training in phone counseling.

Shall have a minimum of five years of clinical experience after receiving the graduate degree that qualifies the Counselor for this position.

Field Counselor Supervisors

Minimum Qualifications: Supervisors shall meet or exceed the requirements for qualified Staff

Counselor and, in addition, must have at least two (2) years of direct clinical supervisory experience or at least three (3) years of supervised EAP experience.

Supervisors must have experience working in a complex labor-management environment, and must understand labor relations, union operations, and grievance procedures.

Supervisors shall oversee the day-to-day clinical policies, procedures, and practice of Staff and/or

Affiliate Counselors, as well as coordinate communication between Staff and Affiliate Counselors and the federal government.

Work-Life Specialists

Minimum Qualifications: A degree in behavioral or social science; or related disciplines appropriate to the position. 2 years of progressively higher level graduate education leading to a master's degree or master's or equivalent graduate degree in a related field.

A combination of education and experience that provided the applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field.

or

Four years of appropriate experience that demonstrated that the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field.

Applicants must have at least one (1) year of specialized experience. Examples of specialized experience include advising on personal financial management practices to provide clients with skills to make informed personal financial management decisions; conducting interviews, developing goals and determining appropriate options for referral services.

1.6.11.1 Non Key Personnel:

Program Management Assistant

Minimum Qualifications: Associate’s Degree in business, health care administration or related field or equivalent education and experience and some experience in project management, including such areas as budget reconciliation, data management, billing, accounting and customer service. Proficient in

Microsoft applications, specifically Word, Excel and web-based applications.

Care Manager

Minimum Qualifications: Must meet or exceed the requirements for a qualified Staff Counselor, have a Masters' degree or above in behavioral health or a related field and at least five years of experience in mental health, chemical dependency, or EAP service delivery.

Quality Improvement (QI) Manager

Minimum Qualifications: The Quality Improvement Manager must be experienced in quality improvement, data gathering, and/or federal government procedures. The QI Manager shall have five

(5) years healthcare quality improvement experience and no less than a BA/BS degree from an accredited college or university. A master’s degree is preferable.

Follow-up Specialist

Minimum Qualifications: Has at least two years of college and three years of experience in the behavioral health field.

Financial Advisors/Licensed Attorneys

Minimum Qualifications: The Contractor shall ensure that all attorneys are licensed and certified by the Bar Association in the state(s) in which the client resides. Attorneys and law firms shall be licensed in the state in which they practice and shall maintain a policy of Errors and Omissions coverage consistent with State requirements and/or a minimum of $300,000 coverage, whichever is greater.

Financial Advisors/Consultants/Planners shall be experienced and professionally qualified to perform the services provided.

1.6.12. Identification of Contractor Employees: All contract personnel attending meetings, answering federal government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are federal government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be required to obtain, use, and display a Common Access Card in the performance of this service.

1.6.13. Contractor Travel: In According with FAR 31.205-46-Travel Cost, the Contrator shall provide travel in support of the DoD and 4th Estate Wellness and Health Support Services. The Not-to- Exceed amount for travel is $10,000.

1.6.14. Other Direct Costs: This category includes travel (outlined in 1.6.13), reproduction, and shipping expenses associated with training activities and visits to contractor facilities.

1.6.15. Data Rights: N/A

1.6.16. Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the

Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the

Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17. Phase In/Phase Out Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the sixty

(60) day, phase in/phase out periods. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the federal government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the federal government.

Note: The only individual who can legally bind the federal government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. federal government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the

PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of federal government property.

2.1.8. QUALITY ASSURANCE. The federal government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The federal government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.13. WORK WEEK. Monday through Friday 8:00am-4:30pm, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

BCTF Boards, Commissions, and Task Forces

CAT Community Action Team

CFR Code of Federal Regulations

CIR Critical Incident Response

CONUS Continental United States (excludes Alaska and Hawaii)

COR Contracting Officer Representative

COTR Contracting Officer's Technical Representative

COTS Commercial-Off-the-Shelf

DD Form 254 Department of Defense Contract Security Requirement List

DFARS Defense Federal Acquisition Regulation Supplement

DMDC Defense Manpower Data Center

DOD Department of Defense

EM Enterprise Management Directorate

FAR Federal Acquisition Regulation

HIPAA Health Insurance Portability and Accountability Act of 1996

KO Contracting Officer

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

PIPO Phase In/Phase Out

POC Point of Contact

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Program

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Program

SCM Senior Care Management

TE Technical Exhibit

WHS Washington Headquarters Services

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. FEDERAL GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The federal government will provide basic services to phones, desks, utilities, information technology, and general office supplies while working in federal government facilities.

3.2 Facilities: The federal government will provide basic facilities such as work space and its associated operating requirements (i.e., phones, desks, utilities, information technology, and general office supplies). Tele-workers will only use federal government furnished equipment to remotely access DoD networks. The federal government shall also provide On-Site Field Consultant with

Private and Confidential Office Space: Basic facilities such as work space and associated operating requirements (i.e., phones, desks, utilities, information technology, and general office supplies) shall be provided while working in federal government facilities. The physical office space may be either on-site or off-site, depending upon the availability of federal government space and the needs of the employee population being served.

3.3 Utilities: The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Equipment: The federal government will provide basic services to phones, desks, utilities, information technology, and general office supplies) while working in federal government facilities.

Tele-workers will only use federal government furnished equipment to remotely access DoD networks.

3.5 Materials: The federal government will provide applicable Standard Operating Procedures (SOP) and Policies, when appropriate.

3.5.1 DoD will provide the following support services to the contractor and all costs associated with these support services will be paid for by DoD:

3.5.2 Postage and postal carrier service (but not clerical preparation for mailing) for DoD program related materials only. Materials mailed to contractor’s employees or subcontractors in relation to their employment, benefits or contract issues are the responsibility of the contractor.

3.5.3 Any and all waste disposal as necessary at each location.

3.5.4 The contractor shall review all monthly invoices for accuracy of above federal government provided services and submit by COB of the first working day following day of receipt, to designated

DoD personnel.

3.5.6 The federal government will provide all necessary stationery, forms and other office supplies, stocked in adequate quantity to provide the required services.

3.5.7 Supplies and services must be obtained via DoD approved policies and procedures. Unauthorized procurement by contractor personnel may result in a deduction to the contractor’s invoice.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1. General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2. Facility Clearance: The Contractor’s employees, performing work in support of this contract shall have been granted up to and including SECRET security clearance. The DD 254 is provided as

Attachment.

4.3. Materials: The Contractor shall provide all materials listed in section 6 of this PWS.

4.4. Equipment: Loss or Damage of Equipment and Facilities - The cost of replacing/repairing federal government-furnished equipment/facilities caused by other than normal operating usage, and/or for losses attributable to acts of negligence and/or theft on the part of employees, agents, subcontractors or consultants will be processed in accordance with FAR 52.245 – 1- federal government Property (Aug

2010).

Part 5

SPECIFIC TASKS

5. Specific Tasks: The contractor shall provide services for EAP and Work-Life services to support the

DoD and 4th Estate.

5.1. Task 1 - Program Management Support Services: The Contractor shall provide oversight of the performance of its vendor employees, quality of deliverables, and support the federal government with current and emergent requirements for EAP and Work-Life services. These activities may include any, or any combination of, the following Sub-Tasks:

5.1.1. A dedicated Program Manager (PM) to work with the DoD/WHS Office of Civilian Human

Resources to support all aspects of this PWS including: demographics of the workforce, employee work schedules, and geographic distribution of employees, employee insurance coverages, specific job performance issues, current disciplinary policies and procedures, and types of personal issues already known to be of concern to employees.

5.1.2. The PM shall develop and recommend guidelines and procedures concerning the identification and referral of employees who need help with personal issues.

5.1.3. The Contractor shall review the overall functioning of the program on a monthly basis and coordinate needed adjustments with the COR. The contractor shall review all monthly invoices for accuracy and submit by COB of the first working day following day of receipt, through the Wide Area

Workflow e-business suite. The invoices must distinguish which specific DoD Component received or utilized the services. Invoices shall also indicate service type by CLIN and any associated sub-

CLIN.

5.1.4. The Contractor shall provide a continuous quality improvement program that measures the following: Quarterly reports will be emailed to each agency at the end of following month after quarter ends o Number of Employees Served and Website Utilization rates o Method of Referral (self-informal supervisory, formal supervisory) o Incidence of Presenting Issues o Demographic Profile of Employees Utilizing the EAP and Work-Life services o Case resolution o Satisfaction Surveys result (confidentiality not compromised) o Quarterly reports will be emailed to agency at the end of the following month after quarter ends

5.1.5. The Contractor shall notify the DoD EAP COR and Program Manager in writing whenever a malpractice claim involving a DoD employee has been filed against the Contractor. The Contractor will forward a copy of the malpractice claim within three (3) workdays after receiving notification that a claim has been filed. The Contractor will also notify the COR and DoD/WHS EAP coordinator/director within 48 hours after any onsite Field Consultant furnishing services under this contract is reported to the National Practitioner Data Bank. This notification will include the name, title, and specialty of the provider.

5.1.6. The contractor shall make recommendations to the COR and Program Manager to ensure optimum counseling staffing levels and placement based on agency geographic dispersion, program utilization, affiliate counselor accessibility and other relevant factors to maintain program quality and access. The contractor shall track staff counselor capacity and affiliate counselor assignment utilization. The contractor shall conduct an analysis of staff placement for all service areas and coordinate status with agency.

5.2. Task 2 – National/International Call Center Support: The Contractor will ensure service is accessible through a dedicated toll-free telephone and Video Teleconference (VTC) number 24 hours a day, 7 days a week.

5.2.1. The contractor will be responsible for answering phones within a timely manner, establishing eligibility for services, and identifying the services needed (i.e., referral to a counselor or Work-Life specialist, referral to legal and financial experts, etc.).

5.2.2. The contractor shall provide access to language translators covering more than 100 languages, as well as a phone system utilizing dedicated TDD equipment for quick and easy access to services for those who are hard of hearing.

5.2.3. This service shall serve as the gateway to EAP and Work-Life services access, and mental health professionals. Initial call must obtain information from employee regarding permission, specifying what information can be disclosed and to whom. The Contractor must ensure that a Contractor staff member answers 85% of calls within thirty-seconds.

5.2.4. The contractor shall provide international phone support services. Employees in international locations who are seeking services will be instructed to call the DOD dedicated toll-free number to reach Contractor’s National Service Center staff and securely refers the employee to an international affiliate. International services including active phone number and services will be available 24/7/365.

5.3. Task 3 - Web Based Services: The Contractor shall provide a user-friendly suite of web services with fast and easy access to interactive tools and resources on a wide range of topics. Employees will gain access to the websites through an authorizing code.

5.3.1. The contractor shall provide valuable assessment tools; searchable databases; articles;

information on topics such as depression, lifestyle management, parenting, retirement, finances, substance abuse, workplace conflicts, and family issues.

5.3.2. The contractor shall provide a "self-serve" web service option that enables employees to obtain accurate information and help with sensitive issues, such as mental health and drug abuse

5.3.3. In performance of this task, the contractor shall provide all necessary personnel, infrastructure, and technical support to implement and maintain a comprehensive, professionally accurate, and user friendly website. The Websites and all electronic materials must be compliant with Section 508 of the

Rehabilitation Act of 1973, as Amended 29 U.S.C. 794 (d).

5.3.4. The contractor shall provide easy entrance to the website. Employees must view the entrance and navigational process as user-friendly and not as a deterrent to use of the website. If the user elects to register, e.g., to enable the Contractor to alert them to new information on topics of special interest to the user, then the user will be alerted to the availability of the new information when the user next accesses the first page of the website.

5.3.5. The Contractor shall have a comprehensive on-line library that enables employees to view and print professionally accurate informational, educational, promotional resources on a variety of EAP and Work-Life topics. The Contractor shall maintain an up-to-date library of current information through regularly scheduled content refreshment.

5.3.6. Website Branding and Page Customization: The Contractor shall customize the home page of the website to meet the federal government’s needs.

5.3.7. Website Privacy: The Contractor shall maintain the privacy and confidentiality of website users including adherence to the following privacy guidelines:

o The Contractor shall not make the list of site members or users available to any third parties without the written permission of the COR.

o For services offered via the website that "push" content, e.g., bulletins or mass electronic mailings, members shall have the option of opting out of the service.

o The federal government owns all employee membership information and all site logs. When requested by the COR, the Contractor shall provide the COR with membership information and site logs.

o The Contractor must treat any federal government-provided employee information as proprietary. Such information may only be used for the purposes of supporting this contract.

Under no circumstances should this information be shared with any third parties without the written permission of the COR.

5.3.8. Resource Links to Other Websites: The Contractor must ensure the trustworthiness and appropriateness of other websites linked from the Contractor’s website.

5.3.9. Website Advertisements: Sites branded for the federal government, or program content elected as an option under this contract may contain advertisements from the Contractor. All advertisements and links to other websites that contain advertisements must have the prior approval of the COR.

5.3.10. Self-Assessment Tools: The Contractor shall have self-assessment tools such as: alcohol and other drugs, leadership, depression, anxiety, self-esteem, relationship satisfaction, Type a personality, etc. These instruments shall ask questions, summarize responses, and provide recommendations for addressing issues.

5.3.11. Self-Guided Skill Enhancement Tools: The Contractor shall have a robust set of skill enhancement tools to help employees manage certain conditions or situations, e.g., stress management, time management, dealing with difficult people, and diversity. These tools must be updated and refreshed on an annual basis.

5.3.12. Online Chat: The Contractor will provide EAP staffed online chat during normal business hours (8am – 4:30pm) to seek assistance.

5.3.13. Supervisor Links: The Contractor shall provide separate supervisor links that are designed to provide training on supervisor related issues. These sites shall include online interactive training and will allow managers to learn at their own pace and participate on demand. Managers shall also be able to schedule consultation appointments with EAP professionals.

5.3.14. Message Forums: The Contractor may be required to develop and maintain message forums that provide overviews of newsworthy topics of interest. The Contractor shall be responsible for refreshing any such message board.

5.4. Task 4 - EAP Counseling: The Contractor shall provide up to six (6) sessions of short term counseling per issue, assessment/referral services for wide range of issues and life management issues that could adversely affect job performance or conduct. All clients are to receive an initial appointment in a timely fashion regardless of where the employee is located. Example of issues include but are not limited to the following:

o Personal Health o Substance abuse/dependency including alcohol and drugs o Marital, parenting and family issues o Emotional conditions (such as depression, anxiety, trauma) o Compulsive disorder and addictions o Grief and loss o Sexual Harassment/Sexual Assault

5.4.1. The contractor shall provide qualified counselors as a part of the National Call Service Center operations at all times to immediately and directly interact with the caller, e.g., when a direct counselor response is required by the federal government, when the Customer Service Representative determines that a counselor’s involvement is needed, or when the caller requests to speak to a counselor. Certain categories or groups of callers may be required to be immediately connected to specialized resources, e.g., law enforcement callers.

5.4.2. The contractor shall provide both face-to-face and telephonic counseling services available through the program’s extensive national and international network of counselors, primarily during normal business hours.

5.4.3. International Counselor: The program has a world-wide network of counselors. In international locations, the Contractor must provide services consistent with the laws of the host country and in accordance with any agreements with the host country.

5.4.4. Management and Organizational Services: The Contractor shall provide unlimited consultation to supervisors and managers for concerns or issues related to an employee’s conduct or performance.

The Contractor provides guidance and consultation to help supervisors and managers identify, interact with, and refer employees with performance or conduct issues to the program. Consultation regarding organizational issues may include sexual harassment, drug-free workplace, downsizing, conflict resolution, and workplace violence.

5.4.5. In the event of a death of an employee, family members can receive short-term bereavement support with transition to local agency resources upon request.

5.5. Task 5 - Field Consultants: The contractor shall provide master’s level or higher, licensed mental

Onsite Field Consultants. These health professionals will provide employees and their family members with short- term, solution-focused services. EAP consultants focus on prevention, early intervention, and practical resolution to life’s challenges. Services include assessment, short-term, solution-focused problem solving, and referral to community resources. Onsite Field Consultants also provide emergency information and referrals. Field Consultants are available for face-to-face or telephonic sessions at designated times throughout the business day. The contractor shall provide

Domestic Affiliate Counselors to include the following:

o Regarding the location and Confidentiality of Services, all counseling sessions will be provided at private offices within 10 miles for urban areas, 25 miles for suburban area and 40 miles for rural areas in relation to employee’s worksite and/or residence.

o All counselors shall be licensed and/or certified in the state where services are being provided and have, at a minimum, a master's degree in the mental health field and at least five (5) years counseling experience.

o Counseling shall be kept confidential in accordance with federal and state laws and regulations.

o In order for any information to be disclosed about the counseling to management, the employee must give written permission, specifying what information can be disclosed and to whom.

5.5.1. Field Consultants shall provide management consultation, employee and supervisor orientation, presentations (trainings/seminars), at the site they are assigned.

5.5.2. If asked and if scheduling allows, onsite Field Consultants are encouraged to participate as a member of agency disaster mental health/crisis response teams.

5.5.3. The Contractor shall secure all required credentials needed to obtain a DoD Common Access

Card. The Contractor will also promptly provide other information when requested by the agency when the agency determines the information is needed to resolve issues, customer complaints, and related concern. The Contractor’s Field Consultants (on-site) will have at a minimum a public trust investigation for personnel working under this contract.

5.5.4. Communications: The Contractor will ensure that communications to Field Consultants which relate to presence or operations with agency personnel and population are communicated in a timely manner.

5.5.5. Participation in Agency Activities. In addition to set responsibilities as outlined above, Field

Consultants will participate in agency meetings when appropriate to include but not limited to installation community action team (CAT) and community action board (CAB). Staff counselors will also collaborate, when appropriate, with installation helping agencies to increase awareness and synergy of efforts.

5.5.6. Onsite Field Consultants will be performed by a mix of both dedicated and part-time counselors as required at each of the following specific locations.

Location FTE Agency

Mark Center 1.0 WHS

Pentagon 1.0 WHS

Battle Creek, MI 0.4 DLA

Richmond, VA 1.0 DLA

New Cumberland PA 0.8 DLA

Philadelphia, PA 0.6 DLA

Ft Belvoir, VA 1.0 DLA

Tracy, CA 0.4 DLA

Austin, TX 1.0 Army Futures Command

Dahlgren, VA 1.0 Navy

Washington, DC 1.0 Navy

Jacksonville, FL/Kings Bay, GA

1.0 Navy

Patuxent River, MD 1.0 Navy

Portsmouth, VA 1.0 Navy

Ridgecrest, CA 1.0 Navy

Joint Base Pearl Harbor, HI

1.0 Navy

San Diego, CA 1.0 Navy

Bremerton, WA 1.0 Navy

Point Mugu, CA 1.0 Navy

5.5.7. Field Consultant Absences: During the year, Field Consultants may be away from the office on sick leave, vacation, or responding to a critical incident. They may also be away from the office to participate in mandatory or professional training to maintain their licensure. In total, counselors may be absent from their assigned sites for up to five (5) weeks (or parts of multiple weeks) over the course of the calendar year. Program services remain available to all employees, despite a scheduled or planned counselor absence. The program’s National Service Center is available twenty-four hours a day, seven days a week through a toll-free telephone number. Employees who contact the program will be referred to counselors in their local area. Field Consultants shall post their schedules and instructions on how to access services in their absence.

5.5.7.1. When a counselor is scheduled to be out of the office in excess of one (1) week, the Contractor shall make notification to the agency to ensure local site awareness and provide opportunity to mitigate the absence. The Contractor will ensure notification to National Service Center to ensure referrals are directed to local area affiliate providers who are available to provide support

5.5.7.2. Generally, the contractor will not provide a substitute when a Field Consultant/Counselor is on short-term leave. The contractor will ensure notification to National Service Center to ensure referrals are directed to local area affiliate providers who are available to provide support.

5.5.7.3. The Contractor shall work with DoD to set onsite Field Consultant/counselor staffing level and placement based on agency geographic dispersion, program utilization, affiliate counselor accessibility and other relevant factors to ensure cost-effective placement of counselors while maintaining program quality and access.

5.5.7.4. The number of staff counselors may vary based on an increase or decrease in the number of employees covered and/or based on increase or decrease needs of each customer organization.

5.5.7.5. Annually the Contractor shall conduct an analysis of staff placement for all service areas and coordinate status with the agency.

5.5.7.6. The number of staff counselors may also be adjusted based on the development of program access, service delivery systems, and agency needs. The agency will provide the Contractor 30 days’ notice when a Field Consultant is no longer needed at a particular facility.

5.5.7.7. Each On-Site Field Consultant (Counselor) shall be assigned under the supervision of a qualified Clinical Supervisor.

5.5.7.8. Private Practice Restriction: Field Consultants may not accept as private clients any person or family member of a person who contacts the Field Consultants through the EAP office.

5.6. Task 6 - Critical Incident Response Services: The contractor shall provide critical incident response (CIR) services to support employees, managers, and the Agency’s organization after a disturbing or traumatic event. The goal of a critical incident intervention is to minimize the potential impact of a traumatic event by helping employees and the organization return to normal productivity as quickly as possible. Crisis response activities may include individual consultations; psychological first aid; CIR debriefings; crisis management briefings; and/or grief education presentations. Within twenty-four (24) hours of any critical incident, Staff Counselors shall notify the COR or other designated official. The COR or designee may require additional written information and/or ad hoc written reports about the critical incident and response. Each Supervisor shall review, comment on, consult with the Contractor's legal counsel when appropriate, and make suggestions regarding corrective actions to the handling of Critical Incidents. Supervisor's comments and suggested corrective follow-up shall be received by the COR within seventy-two (72) hours after the occurrence of any critical incident.

5.6.1. The contractor shall assist with emergencies in the workplace to include unlimited critical incident stress debriefings and, grief counseling (events). The Contractor shall, within fifteen (15) days after award of the contract, submit via electronic mail to the COR for approval, written protocols and procedures for Critical Incident Stress Management. The Contractor shall ensure that it has a cadre of International Critical Incident Stress Foundation trained professionals located throughout the country. At the request of the COR, these professionals shall be utilized to provide CISM services.

The following program elements shall be included in the CISM protocols and procedures.

5.6.2. The Contractor shall provide a Crisis Intervention Team. The COR shall retain the right to designate the person who will be the on-site team coordinator. The team as described below shall continue to function until such time as the COR requests that it be disbanded. The Contractor shall provide on-site crisis intervention teams within timeframes specified by the COR as needed to respond to any special or critical incident, or natural or manmade disaster. The Contractor shall mobilize Staff and Affiliate Counselors as well as bring in additional professional resources with specialized credentials as deemed necessary by the COR.