EAP SOO.docx

U.S. Customs and Border Protection

Statement of Objectives (SOO)

Administrative Services Support for Childcare Subsidy Program

Office of Human Resources Management (HRM) Workforce, Resilience and Engagement Division Employee Assistance Program (EAP) and WorkLife (WL) Services

November 25, 2019

1. BACKGROUND:

As a component of the United States (U.S.) Department of Homeland Security (DHS), the U.S. Customs and Border Protection (CBP) is a federal law enforcement agency responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the U.S., while facilitating the flow of legitimate trade and travel. CBP employees approximately 60,000 employees, to include approximately 21,000 Border Patrol Agents and nearly 22,000 CBP Officers. CBP employees are located in any of the 50 United States, the U.S. Virgin Islands, Puerto Rico, Guam, Bahamas, Canada, and other overseas locations. Many employees work and reside in remote areas along the northern and southern borders of the United States.

The mission of the CBP Office of Human Resources Management (HRM) is to promote a safe work environment for all CBP employees and deliver employee services and benefits that facilitate workforce effectiveness. HRM provides a variety of resources that help employees balance work and personal responsibilities, including an Employee Assistance Program (EAP), WorkLife (WL) services, and other family support programs. More than ever before, CBP employees seek employer-supported programs and resources to help alleviate workplace and personal issues.

CBP’s agency-wide EAP and WL services are available to all national and international employees, dependents, and/or those persons who have an equivalent relationship as a family member. CBP’s EAP and WorkLife services vendor will continue to provide EAP Core Technology services and must follow the guidelines established by federal law, along with the Department of Homeland Security and CBP directives, policies, and procedures. CBP’s agency-wide EAP services will be available to approximately 60,000 national and international CBP employees, dependents, and/or those persons who have an equivalent relationship as a family member.

2. SCOPE:

Provide a comprehensive, scalable Employee Assistance Program integrated with WorkLife services to all national and international CBP employees and their eligible family members. These employees and family members are located across the 50 United States, the U.S. Virgin Islands, Puerto Rico, Guam, Bahamas, and Canada. Of the approximate 60,000 employees, almost 1,000 employees are located in Africa, Asia, Europe, Middle East, and the Western Hemisphere.

CBP’s EAP and WL services are targeted to a diverse workforce that includes union and non-unionized law enforcement, veterans, first responders, lawyers, program analysts, and administrative personnel. Employees and their eligible family members who have retired or separated by death may receive services for up to twelve (12) months after the effective date of separation. Access to EAP and WL services is required for all employees, namely officers and agents, who work and reside in rural and remote areas along the northern and southern borders, border towns, and other remote locations. Many CBP employees work extended hours and weekends and are not tethered to a desk or computer. Resources are often limited or completely inaccessible.

CBP’s EAP will incorporate EAP Core Technology and other innovative industry trends. Other essential core EAP components will include critical incident response, topical and specialized trainings, and reporting. Specialty issues include suicide prevention, alcohol/substance use, domestic violence, and enhancing intimate partner relationships.

Targeted educational and awareness activities about EAP and WL services, the confidential nature of using the resources, and knowledge of CBP’s culture will be crucial in reaching employees and family members who otherwise may not participate and may be reluctant to seek or utilize services. WorkLife services will also support the most significant needs of CBP’s workforce, with special emphasis on legal and financial issues. These essential program and service components will be combined to create a unique approach to address the needs of CBP’s workforce.

In FY 2019, CBP’s employee assistance and worklife services utilization rates and trends:

a. 8,028 clinical cases (87% employees and 22% family members).

b. The average total rate of engagement, including employees and family members serviced through EAP, informational calls, management consultations, website usage, presentations, and critical incidents, was approximately 18,000.

c. 62 trainings were provided and the EAP provided 206 critical incident responses, serving approximately 6,447 employees. Critical incident responses range from employee deaths, employee involved shootings, natural disasters, and other large-scale incidents.

d. 325 management consultations and referrals.

e. Nearly 200 calls concerning suicide, domestic violence, or a related crisis.

f. 229 calls concerning alcohol or other drug misuse.

g. Approximately 50 Drug-Free Workplace cases.

3. APPLICABLE DOCUMENTS / AUTHORITIES

The following laws and authorities established Federal agency responsibility for developing and maintaining prevention, intervention, and rehabilitation programs and services for Federal employees who have alcohol and/or other problems, and their family members. The contractor shall comply with all Federal laws, regulations and policies governing Federal EAPs.

a. Federal EAPs are established in accordance with the following public laws (PL):

1. PL 79-658 authorizes the establishment of health programs to promote and maintain the physical and mental fitness of federal employees;

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

3. Public Laws 96-180 and 96-181 authorizes 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.

b. Comptroller General of the U. S. Decision, B-270446, dated February 11, 1997, authorizes the use of operating appropriations to cover the cost of extending its psychological assessment and referral services to its employee’s family members in limited situations, expressly work-related incidents that arise from law enforcement activities or traumatic incidents involving death or serious injury to its employees in the line of duty.

c. 42 Code of Federal Regulations (CFR), Confidentially of Alcohol and Drug Abuse Patient Records and the Privacy Act of 1974 cover confidential requirements in relation to the EAP.

d. Executive Order 12564, dated September 15, 1986, Drug-Free Federal Workplace (DFW) requires agencies to establish drug-free federal workplace programs, to include drug testing and substance abuse education for federal employees and EAP services.

e. As defined by the executive order, EAPs are “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.”

f. DHS Management Directive 3060.2 dated March 13, 2006 establishes DHS policy for Employee Assistance Programs, and DHS Management Directive 3062 dated April 25, 2006 sets procedures for traumatic incident management, including EAP’s role.

4. OBJECTIVES:

Describe, in detail, how your organization will deliver the following using EAP industry-led innovations to meet the unique needs of CBP’s workforce:

Objective 1 – EAP Core Technology

Provide a comprehensive EAP with services that are predominately targeted to law enforcement, veterans, or first responders. The program will allow flexibility in the model to scale services and costs based on usage. The Contractor will incorporate the essential components of EAP Core Technology.

a. Management Consultation Provide consultation with, training of, and assistance to work organization leadership (managers, supervisors, and union officials) seeking to manage troubled employees, enhance the work environment, and improve employee job performance.

Consultation will also include CBP’s Peer Support members (Peer Support, Veterans Support and Chaplains).

b. Marketing Actively promote the availability of EAP services to employees, their family members, and the work organization.

All EAP and WorkLife services materials will be customized with CBP branding only.

c. Assessment Provide confidential and timely problem identification/assessment services for employee clients with personal concerns that may affect job performance.

d. Direct Services Provide constructive confrontation, motivation, and short-term intervention with employee clients to address problems that affect job performance.

e. Referrals

1. Provide referrals of employee clients for diagnosis, treatment, and assistance, as well as case monitoring and follow-up services.

2. Provide formal processes for supervisor, management, substance abuse, suicide, and fitness for duty referrals.

3. Provide processes for confirming linkages between employee client and affiliate network counselors.

f. Service Providers Assist in establishing and maintaining effective relations with treatment and other service providers, and in managing provider contracts.

g. Medical & Behavioral Consultation Provide consultation to encourage availability of and employee access to health benefits covering medical and behavioral problems including, but not limited to, alcoholism, drug abuse, and mental and emotional disorders.

h. Evaluation Evaluate the effects of EAP services on the organization and individual job performance.

Objective 2 –Access to Services Provide access to services for employees who typically work extended hours and weekends and work and live in rural and remote areas where resources are limited. Services will be provided in a manner that supports employees who do not have regular access to computers or cellphones.

a. Utilize CBP’s existing toll-free EAP telephone line.

1. Provide a variety of methods for employees to access and request EAP and WL services.

2. Call Center

i. Provide a call center with 24-hour live answer. Prerecorded messages are prohibited.

ii. Provide the metrics used to ensure quality assurance, including but not limited to, average speed of answer and call abandonment rate.

iii. Provide processes for handling and monitoring calls.

Objective 3 - Critical Incident Response (CIR) Onsite assistance will be provided for emergencies, including critical incidents and other crisis response needs.

a. Provide processes for assembling CIR teams in support of employees and management.

b. Provide process for training CI responders.

c. Provide processes for tracking critical incidents and after-action reporting.

d. Provide process of identifying and assigning CIR team members to critical incidents.

e. Provide process for coordination with CBP Peer Support members and Tier Teams.

Objective 4 – [Optional] Onsite EAP Onsite clinicians will be located in select CBP offices to support employees, namely those with limited access to resources and/or with high EAP utilization needs. Onsite EAP support will provide a wide range of services to increase accessibility for employees who work and live in remote areas, work extended hours and weekends, and have difficulty accessing needed EAP resources.

a. Provide processes for selecting, screening, training, managing, and supervising onsite clinicians.

b. Provide process for reporting onsite EAP activities and outcomes.

Objective 5 – WorkLife Services An integrated worklife program will be provided to complement EAP services. These services will include a comprehensive legal and financial assistance program.

a. Provide a financial services program that is embedded with the EAP, including consultation benefits.

b. Provide a legal services program that is embedded with the EAP, including consultation benefits.

Objective 6 – [Optional] Additional WorkLife Services In addition to legal and financial assistance programs, other worklife services will be provided to support identified needs of CBP.

a. Identify additional worklife services, other than child/eldercare locator services, that will support the needs of the CBP workforce. Include professional/career development services.

b. Provide process for determining additional worklife services designed to meet the unique needs of the workforce.

b. Provide processes for delivering additional embedded worklife services.

Objective 7 – Topical Training & Programs Provide tools, resources, training, and programs specifically targeted to the most prevalent issues affecting CBP’s workforce, including suicide prevention, drug and alcohol use, domestic violence, and enhancing intimate partner relationships.

a. Identify innovative strategies for educating, supporting, and training the workforce on special issues.

b. Administer the American Foundation for Suicide Prevention’s Interactive Screening Program (ISP).

c. Support CBP efforts with resources to increase awareness of designated commemorative months, such as National Domestic Violence Awareness Month.

d. Coordinate with CBP to customize trainings and presentations to meet the existing and emerging needs of the workforce. Customized resources will be in addition to existing catalog of trainings and presentations.

Objective 8 – Specialized EAP Training In addition to topical trainings, EAP-related training will be provided to educate and increase familiarity with EAP and WL services.

a. Provide EAP introductory orientations and ongoing trainings for employees, supervisors and managers. Orientations will be customized to meet the unique mission and needs of CBP and its workforce.

b. Provide EAP training to Peer Support teams. Training will include basic, quarterly, and advanced classes.

Objective 9 – Network & Account Management Experience managing projects similar in size, scope, complexity, and with the geographical diversity, and workforce composition of CBP.

a. Identify how CBP’s EAP and WL services will be managed.

b. Provide processes to recruit, train, and manage affiliate network providers.

c. Identify methods used to enhance affiliate network to meet the full scope of needs.

d. Provide processes to screen, train, supervise, and manage EAP clinicians.

e. Identify key personnel responsible for coordinating and implementing the EAP and WL services.

f. Identify processes for submitting deliverables for approval.

Objective 10 – Data & Reporting Gather and measure targeted variables to evaluate impact and outcomes on CBP and its workforce.

a. Identify the EAP information data collection system and reporting capabilities.

1. Utilize Workplace Outcome Suite (WOS) to measure and evaluate work-related outcomes of employee assistance services, including work engagement, absenteeism, workplace distress, and life satisfaction.

2. Identify strategy for responding to on-demand requests for utilization, satisfaction, and other program outcomes data.

b. Identify processes for collecting, analyzing, and reporting information for performance measurement.

1. Identify measures used to report standard EAP utilization.

2. Identify measures used to report program performance/service success and gaps.

3. Identify process for determining return-on-investment.

c. Maintain a system for receiving, reporting, and addressing utilization feedback (positive and negative).

d. Provide processes and systems for generating detailed monthly, annual, and ad hoc utilization and trends reports that are editable and shareable.

Objective 11 – Quality Assurance Maintain a quality assurance program that continually measures and monitors the quality of program services, performance of staff, subcontractors, affiliate network, and employee client services.

a. Identify the EAP and WL quality indicators your organization monitors and measures.

b. Identify how your organization measures quality.

c. Identify the processes your organization uses to improve quality.

5. DELIVERABLES AND DELIVERY SCHEDULE

6. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION:

There will be no Government Furnished Equipment or Information furnished to the Contractor under this award.

7. PLACE OF PERFORMANCE

7.1 Place of Performance Location

The Contractors administrative / business offices should be located within the continental United States. Most work will be performed primarily at the Contractor’s site(s). Per multiple objectives, some activities will be performed at CBP locations throughout the Unites States and its territories.

7.2 Travel

Travel may be required for the performance of this contract. Travel will be conducted on a reimbursable basis for the performance of this contract. All contractor travel shall be in accordance with Federal and CBP Travel regulations. Reimbursement of travel expenses shall be in accordance with Federal Per Diem Rates.

8. HOURS OF OPERATION

8.1 Maintain Access to EAP Service Hours

Maintain EAP service availability twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty five (365) days a year, including all federal holidays. The EAP must be available through a toll-free number dedicated to CBP, including Teletypewriter (TTY) access for hearing / speech- impaired clients. The contractor shall ensure that there is an adequate number of personnel trained to accept TTY calls.

8.2 Maintain Core/ After Core Administrative Office Hours

Maintain administrative office hours from 9:00 AM to 5:00 PM Eastern Standard Time (EST), Monday through Friday, exclusive of Federal holidays. Key personnel must be accessible 24/7 via an on-call system.

9. PERIOD OF PERFORMANCE

The period of performance for this effort one (1) base year with four (4) 12-month option periods and one (1) 6-month extension.

The period of performance shall not exceed sixty-six (66) months.

10. SECURITY

10.1 Background Investigation

A background investigation (BI) is required for onsite EAP counselors, the Program Manager / Director and other key personnel. Contractor employees shall not begin working under this requirement until the entire BI is completed with approval from CBP, Security Programs Division.

All personnel employed by the contractor for the performance of work outlined herein shall either currently possess or are able to favorably pass a background investigation. The contractor shall submit within fifteen (15) working days after task order award a list containing the full name, social security number, and date of birth of personnel claiming to have successfully passed a background investigation by the CBP, or submit such information and documentation as may be required by the Government to have a BI performed for all personnel. The information must be correct and be reviewed by a CBP Official for completeness.

This consists of SF-85P, "Questionnaire for Public Trust Positions;" FD-258, "Fingerprint Chart;", and TDF 67-325 US Customs Authorization for Release of Information. Forms can be obtained from CBP, DHS, or by contacting the designated COR.

10.2 Confidentiality

The contractor shall ensure that all policies and procedures of the EAP are in compliance with both Federal and State laws and regulations, and assure the confidentiality of client contact with the EAP. Any and all counseling / consultation records, as well as any information obtained from employee visits to or, contacts with, the EAP shall be kept in a confidential manner. In accordance with the EAP system of records and Section 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 or not a given person has utilized the EAP), the confidentiality of all EAP clients shall be maintained. Under the provisions of the Privacy Act or the Alcohol and Drug Abuse Patient Records regulations, information may not be disclosed to any person or organization without the written consent of the client or court order requiring the disclosure.

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

a. The client gives prior written consent to disclose information, such as permission to provide confirmation to management of EAP appointments during duty time or progress reports that are provided as terms of a last chance agreement. This consent of release is specific indicating the nature and scope of topics to be released, to whom information is to be released, the purpose of the disclosure, and the date on which the consent terminates.

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

c. There is a suspicion, of child and or elder abuse or neglect.

d. It is legally permissible or required to warn the target(s) or a credible threat of violence or a future criminal act made by a client, or to warn the legal authorities of such threat.

e. The disclosure of information is allowed by a valid court order.

f. The disclosure is made 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 to the client record.

10.3 Duty to Warn

In compliance with both Federal and State laws and regulations, the contractor must notify the EAP Administrator immediately when the duty-to-warn is invoked.

10.4 Exchange of Information

The exchange of client information between the contractor and contractor’s professional staff (including subcontracted clinicians) does not constitute a disclosure under the confidentiality regulations. However, the contractor and personnel assigned to this contract are equally subject to the confidentiality requirements and the exchange of client information between them does not constitute disclosure.

10.5 Professional Liability Insurance

The contractor must carry and maintain malpractice/liability insurance of at least five (5) million dollars.

10.6 Non-Disclosure Agreements (NDA)

All Contractor personnel performing work under the terms of this contract shall complete and sign DHS Form 1100-6, Non-Disclosure Agreement. The Contractor shall provide the completed form to the COR before a Contract employee has access to any information, materials, or documents pertaining to the Contract.

11. SPECIAL CONSIDERATIONS

11.1 Address and Business Name Changes

The Contractor shall provide written notification and a communications plan to the COR for approval of all business relocation and/or business name changes within sixty (60) calendar days prior to the actual occurrence.

11.2 Changes to the SOO

No changes to the resulting SOO or cost increases shall be incurred without written prior approval of the Contracting Officer as coordinated by the COR. Any changes or cost increases will not take effect until the Contracting Officer executes a written modification.

11.3 Points of Contact

All contract questions and concerns shall be directed to the point of contact as designated below. The Contracting Officer is the only individual with the authority to amend this contract.

11.3.1 Contracting Officer and Contracting Officer’s Representative

Notwithstanding the contractor’s responsibility for management during performance, the administration of this task order will require coordination between the CBP and the contractor. The Contracting Officer (CO) will appoint a Contracting Officer’s Representative (COR) to assure orderly performance of the tasks and provide technical direction. The COR is:

COR

Name:

Email:

Telephone:

11.4 Holidays and Administrative Leave

For administrative employees ONLY, the U.S. Customs and Border Protection (CBP) personnel observe the following days as holidays:

Any other day designated by Federal statute, by Executive Order or by the President's proclamation.

Note: When a holiday falls on a non-workday -- Saturday or Sunday -- the holiday usually is observed on Monday (if the holiday falls on Sunday) or Friday (if the holiday falls on Saturday).

11.5 Key Personnel

Identify the Key Personnel who would be supporting this requirement and provide the resumes. Resumes must show evidence that the key personnel supporting this requirement meet the requirements for the position they are supporting.

Maintain at all times an adequate work force to ensure uninterrupted performance of all tasks defined within the proposed Performance Work Statement (PWS). Government must approve the Key Personnel proposed. After award, any proposed changes to the Key Personnel shall be communicated to the Government in advance, and resumes for replacement personnel shall be provided for review and approval.

The Government will not approve substitutions for the sole convenience of the contractor.

Key personnel shall not be removed, replaced, or added to the contract by the contractor without written approval from the Contracting Officer (CO) and Contracting Officers Representative (COR); unless at the request of the Government, no replacement will be made within the first ninety (90) days after contract award.

The Contractor must at all times maintain an adequate work force to ensure uninterrupted performance of all tasks defined within this SOW.

11.6 Government Quality Assurance

The CBP COR has the right to audit the Contractor during the life of the contract.

11.7 Inspection and Acceptance

The Government reserves the right to reject any deliverable based on defects with respect to completeness, correctness, clarity, and consistencies. In the event of a rejection of any deliverable, the Contracting Officer will notify the contractor in writing within five (5) business days of the receipt of the deliverable of any deficiencies to be corrected. The contractor shall have five (5) business days to correct the deficiencies.

· Accuracy - all deliverables shall be accurate in presentation, content, and shall adhere to the guidelines set forth in this document. All documentation presented to the Government shall be complete, correct, clear, and consistent.

· Clarity - deliverables shall be clear and concise.

· Timeliness - deliverables shall be submitted on or before the due date specified in the statement of work or submitted in accordance with a later scheduled date mutually agreed upon by the Government and contractor. A deliverable is considered timely if submitted on or before the date specified in the Statement of Work and, if the Government provides any written notification of deficiencies, the contractor corrects the deficiencies within five (5) business days.

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