Attachment 1-Statement of Work_Final.pdf

Statement of Work Employee Assistance Program

A. General This is a non-personal services contract to provide Employee Assistance Program (EAP) services to U.S. National Science Foundation (NSF) employees. The 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 accountable to the Government.

B. Introduction

EAP is designed to assist organizations in addressing productivity issues and employees in identifying and resolving personal concerns, including, but not limited to, health, marital, family, financial, alcohol, drug, legal, emotional, stress, or other personal issues that may affect job performance. EAP services may be available to immediate family members to assist the employee.

The contractor will be expected to provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform EAP services as defined in this Statement of Work (SOW), except for those items specified as government-furnished property and services. The contractor shall perform to the standards in this contract.

Services will be provided virtually or in person at locations convenient for employees. There shall be no hidden charges, fees, or billed services to employees for services rendered in accordance with this SOW, including parking expenses at the contractor’s site location.

The contractor shall comply with all Federal laws, regulations, and policies governing Federal EAPs. Federal EAPs are established in accordance with the following federal regulations:

1. PL 79-658 authorizes establishing health programs to promote and maintain federal employees' physical and mental fitness.

2. PL 91-616 and 92-255 require federal agencies to make alcoholism and drug abuse programs available to federal employees.

3. Public Laws 96-180 and 96-181 authorize agencies to provide counseling services, to the extent feasible, to family members of employees who have alcohol and drug problems and to employees with family members who have substance abuse problems.

4. 42 Code of Federal Regulations (CFR), Confidentiality of Alcohol and Drug Abuse Patient Records, and the Privacy Act of 1974 cover confidential requirements regarding the EAP.

5. Executive Order 12564, dated September 15, 1986, Drug-Free Federal Workplace (DFW) requires agencies to establish drug-free Federal workplace programs, including drug testing and substance abuse education for Federal employees and EAP services. The executive order defines EAPs as “agency-based counseling programs that offer assessment, short-term counseling, and referral services to employees for a wide range of drug, alcohol, and mental health programs that affect employee job performance.”

C. Background

In addition to the normal work and life issues faced by employees in any organization, and because of the unique mission of the NSF, a portion of the workforce are rotating employees who complete temporary appointments within the agency. This ongoing recurring change to NSF’s workforce results in a large number of agency employees being in a state of transition of moving to and adjusting to living in a new area, often geographically located away from their normal residence, community, and, at times, family members. NSF’s rotating workforce may experience stress associated with relocation. NSF employees may also experience stress during instances of change to the management hierarchy, reporting to rotating management officials who are sometimes unfamiliar with the federal government and temporarily joining the agency in management positions.

D. Objectives

1. Provide EAP services for employees and their immediate family.

2. Provide ongoing EAP awareness training and outreach.

3. Provide critical incident stress management.

4. Provide core work/life referral services.

E. Scope

The contractor shall offer professional, confidential counseling services through fully credentialed and licensed, reputable, and reliable employees and networks. The Contractor shall provide 24/7 access to counseling services to ensure employee coverage within and outside typical office hours. Services shall be provided in a manner that supports employees who may require alternative access, such as by telephone, video, or live chat.

Crisis counseling shall be available by telephone 24/7, and immediate crisis intervention, such as an employee disclosing an intention to self-harm, must be provided in the event of an emergency. Appointments will be offered at times and locations convenient and accessible to clients.

1. Intake Assessment. The contractor shall provide a platform using technology that can customize care, such as pairing employees with a qualified provider considering symptoms, preferences, and health history, as well as track progress over time. Employees must be able to request an appointment with an EAP counselor over the phone or through an online system. The initial assessment appointment will be made available within two (2) business days of the intake assessment for routine cases. The contractor shall provide at least five (5) recommendations for an EAP counselor based on the intake assessment, including short biographies of the counselor’s experience and specialty areas. After an employee receives their recommended counselor list, they can book an appointment immediately.

2. Short-Term Counseling. The contractor shall provide short-term, evidence-based counseling for up to twelve (12) sessions per employee and their eligible family member per issue per year. Counseling can be conducted via video, phone, or in person at the employee's choice. The contractor shall encourage employees to participate fully with their EAP counselor in developing a time-limited treatment plan with specific therapeutic goals.

Counselors shall also offer support for clients between sessions.

If, during the assessment or counseling session, the EAP counselor concludes that a client's problem(s) necessitates specialized services or longer-term care, the Contractor has the capability for the client to continue sessions using their private health insurance to maintain continuity of service or refer the client to additional resources within the local community (e.g., health care provider, local mental health resources, etc.).

The contractor shall establish an infrastructure (equipment, counselors, etc.) to provide telephonic or video counseling for employees and their eligible family members. The contractor shall provide telephonic or virtual video access 24 hours per day, seven days per week, on a confidential and as-needed basis, not limited by geographic location. The contractor shall operate and maintain a toll-free number providing employees and their eligible family members with immediate access to skilled and trained counselors. The contractor shall ensure EAP counselors answer EAP-related telephone calls live, with no voice prompt or automated system. In addition, the contractor shall provide Teletypewriter (TTY) access for hearing/speech-impaired clients. The contractor shall ensure that adequate personnel are trained to accept TTY calls.

3. Referrals for Long-term Treatment. EAP counseling services requiring more than the established twelve (12) sessions per employee issue generally address longer-term or more complex problems and may require referral to resources outside of the EAP. Such longer terms or more complex services may include but are not limited to counseling assistance for severe mental health conditions or disorders and long-term disease. If an employee completes twelve (12) sessions with their counselor, they must be offered an opportunity to continue treatment using their private health insurance.

In situations where short-term counseling is not appropriate (e.g., severe depression or substance abuse disorders), the contractor shall provide a competent and timely assessment of the client’s needs for long-term treatment and shall recommend the least restrictive, most cost-effective, accessible, and clinically appropriate services available. In such instances, the contractor shall provide an assessment and, to the greatest extent possible, research a series of appropriate service providers to continue assisting the client and suggest services that benefit the client concerning his/her existing health insurance coverage and location.

4. Management Consultations. The Contractor shall provide unlimited one-on-one management consultations to assist managers and supervisors in addressing issues related to employees, such as morale/motivation, conduct, performance, conflict resolution, sexual harassment, and workplace violence, among others. Consultants should have the appropriate professional background, experience, and training to support managers and supervisors.

5. Critical Incident Response. At the request of the Contracting Officer’s Representative

(COR), the Contractor shall provide unlimited critical incident support services that cover the entire spectrum of a traumatic experience (e.g., employee loss, a public health crisis, workplace conflict, natural disasters, etc.), including immediate response, defusing, debriefing, and recovery support.

The Contractor shall be able to appropriately respond (typically within one business day) to or support the request. On-site assistance shall be provided for emergencies, including critical incidents and other crisis response needs.

6. Orientation, Training, and Education. Within thirty (30) days of the contract award, the

Contractor will make a representative available to provide up to three (3) live 1-hour webinars to provide an overview of EAP services available to employees, including a demo of navigating the website and connecting with a provider with the option to record and distribute at least one of the webinars internally.

The Contractor shall provide twelve (12) webinars each year for employees that address various topics concerning emotional well-being and mental health, such as domestic violence awareness, understanding trauma, grief, depression, holiday stress, etc.

Facilitators must be subject matter experts and have professional training in a field associated with the topic of discussion.

The Contractor shall provide employees and managers with access to various on-demand learning courses and self-care resources supporting mental health. These training courses will be available through the Contractor’s webpage or platform.

The Contractor shall provide a representative to participate in one (1) agency-sponsored, in-person event per calendar year to inform employees and managers about EAP services.

Participation may include distributing EAP materials and answering attendees' questions.

7. Provider Network. The contractor shall maintain a diverse network of geographically dispersed counselors and coaches, including sufficient numbers to respond to all client requests for service promptly and appropriately, depending on the need. The network of providers must also support non-English-speaking clients. The Contractor must maintain an adequate workforce to ensure uninterrupted performance of all tasks defined within this

SOW.

All counseling providers must have the following minimum qualifications:

a) Master’s degree from a clinical track (e.g., MSW, MFT, MC, MMHC) or Doctorate in clinical psychology from an accredited college or university.

b) Unrestricted LCSW, LMFT, LPC, PsyD, PhD, or equivalent license

c) Experience and commitment to providing evidence-based treatments (e.g., ACT, CBT, CPT, DBT)

d) Minimum three (3) years of post-graduate clinical experience in a mental health setting or providing individual or family counseling

All coaching providers must have the following minimum qualifications:

a) International Coaching Federation’s Associate Certified Coach (ACC) Certification, or equivalent certification from another recognized credentialing coaching body, such as the European Mentoring and Coaching Council (EMCC).

8. Work Life Referral Services. The Contractor shall provide NSF employees with unlimited referral services and educational materials to help employees find child care, elder care, academic, and other resources that meet the employee's specific needs, including location, cost, and confirmed availability.

9. Legal and Financial Referral Services. The Contractor shall provide legal and financial services.

a. Legal: Free attorney consultations on up to three (3) new legal topics per year, plus a discount on additional legal services; legal document review; free preparation of a simple will and simple living will; and low-cost preparation of power of attorney and health care directives.

b. Financial: Free consultations with certified financial planners; assistance with creating family budgets; free credit and debt guidance; discounts on additional services; document preparation; and tax dispute counseling.

10. Web-Based Services. The contractor shall provide a web-based platform for online appointment scheduling, on-demand learning, live webinars, self-care resources, and live coaching to support managers and employees in building knowledge and skills around well-being topics and mental health. The web-based platform must also have an accompanying mobile app that is available for Apple and Android phones.

The contractor shall provide all necessary personnel, infrastructure, and technical support to develop, implement, and maintain a comprehensive, secure, 508-compliant, professionally accurate, and user-friendly website and platform. Section 508 of the Rehabilitation Act requires Federal agencies to make electronic and information technology accessible to people with disabilities. This applies to all Federal agencies when they develop, procure, maintain, or use electronic and information technology. All electronic and information technology procured through this SOW shall meet the applicable accessibility standards specified in 36 CFR 1194.2 unless an agency exception to this requirement exists.

11. Marketing Resources. An EAP's success is often based on its visibility to employees and their knowledge of its use. To maintain employee awareness of the service, the contractor shall provide promotional items (such as pens, magnets, etc.), brochures (paper and electronic), or other timely advertising materials to disseminate to employees, raising awareness of EAP services. The contractor shall also provide quarterly campaigns and email announcements or other advertisements to be communicated to employees.

12. Reporting. The Contractor shall provide quarterly and annual reports that include the number of unique employees counseled and/or coached, the classification of the problem, family involvement, and case disposition. In addition, the report shall include the number of training sessions conducted, a summary of the training material covered, and the number of attendees.

The Contractor shall also make available on its website on-demand reports showing high-level utilization metrics, including the number of registered clients, care searchers, clients who started care, and active clients.

F. Case Files and Information Management

The contractor shall maintain complete, individual case files for all employees referred for assistance consistent with industry standards. Case files shall be maintained in accordance with the confidentiality requirements of PL 93-282 and the implementing Federal Regulations, section 2.11(n) of 42 CFR Part 2 and PL 93-579 (Privacy Act).

To implement the SOW effectively, the contractor must have appropriate databases and automation systems for enhanced referral linkages to counselors, record maintenance, quality assurance, local referrals, and other operations. The Contractor shall ensure the security, privacy, and confidentiality of all electronic protected health information as required by law, including the Privacy Act and the Health Insurance Portability and Accountability Act (HIPPA).

G. Confidentiality The contractor shall ensure that all EAP policies and procedures comply with federal and state laws and regulations and ensure the confidentiality of client contact with EAP. All records shall be kept confidential in accordance with the EAP system of records and Sections 122 and 303 of PL 93-282, the Privacy Act of 1974, and 42 CFR, Part 2 “Confidentiality of Alcohol and Drug Abuse Patient Records.” Because the regulations prohibit implicit and negative disclosure about persons with alcohol and other drug abuse problems (e.g., whether a given person has utilized the EAP), the confidentiality of all EAP clients shall be maintained. Under the provisions of the Privacy Act and the Alcohol and Drug Abuse Patient Records regulations, information may not be disclosed to any person or organization without the client's written consent or a court order requiring the disclosure.

Disclosure of pertinent client information is permitted under the following circumstances:

1. The client gives prior written consent to disclose information, such as permission to confirm with their supervisor, management of EAP appointments during duty time, or progress reports provided as terms of an agency agreement. This consent of release is specific, indicating the nature and scope of topics to be released, to whom information will be released, the purpose of the disclosure, and the date on which the consent terminates.

2. The client poses a danger to self or others.

3. There is a suspicion of child and/or elder abuse or neglect.

It is legally permissible or required to warn the target(s) of a credible threat of violence or a future criminal act made by a client or to warn the legal authorities of such a threat. The disclosure of the information is allowed by a valid court order and/or to medical personnel in a medical emergency. The contractor is responsible for ensuring that the person to whom confidential information is released is notified of the prohibition on secondary disclosure of this information to another. The contractor shall document this notification in the client's record. In compliance with Federal and State laws and regulations, the contractor shall notify the COR when the duty to warn is invoked.