City_of_St._Petersburg_Utilization_Report_Telephonic_and_Online_04-01-2023_through_03-31-2024.pdf
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- Solicitation number
- RFP- 25 - 003
- Issued by
- Pinellas County, Florida
About this file
This document is a GuidanceResources Engagement Report for the City of St. Petersburg, covering the reporting period from April 1, 2023, to March 31, 2024. The report details the utilization of employee assistance program (EAP) services across various support categories, including counseling, legal assistance, financial guidance, and digital resources. The city has 2,700 employees, with an overall engagement rate of 23.63% during this period, which represents a slight decrease from the previous 12-month period's 26.41% engagement rate. Key service utilization includes 250 counseling/behavioral health engagements, 91 FamilySource interactions, 146 LegalConnect consultations, and 78 FinancialConnect services.
The report provides granular insights into employee service usage, breaking down engagement by consultation types, client demographics, and digital resource interactions. Notable trends include a significant portion of live engagements being counseling-related (72%), with stress (21%), partner/relationship issues (15%), and depression (11%) being primary concerns. Digital engagement remains robust, with 413 total digital interactions across various platforms. The report also highlights device usage, showing a preference for desktop browser access (65%), and details online resource utilization, with articles (62%) and search databases (16%) being the most accessed asset types. The data suggests the city's EAP services are actively used but may have room for increased participation and awareness among employees.
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Engagement Report Reporting Period (4/1/2023 - 3/31/2024)
City of St. Petersburg
GuidanceResources Engagement Report
Reporting Period: (4/1/2023 - 3/31/2024) Customer Name: City of St. Petersburg
This Period Previous 12 Months
Access To Services
Live Engagement
Counseling 72% 140 137 78%
FamilySource 5% 10 11 6%
FinancialConnect 4% 7 4 2%
LegalConnect 17% 33 22 13%
Well-Being Coaching 1% 1 0 0%
Well-Being Coaching – Custom 2% 4 1 1%
Sub Total 175 195
Digital Engagement
Behavioral Health 27% 110 154 29%
FamilySource 20% 81 116 22%
FinancialConnect 17% 71 49 9%
Health and Well-Being 8% 33 64 12%
Health Care Navigation 1% 5 8 2%
LegalConnect 27% 113 140 26%
Sub Total 531 413
Total Engagement
Counseling/Behavioral Health 41% 250 291 41%
FamilySource 15% 91 127 18%
FinancialConnect 13% 78 53 8%
Health and Well-Being 5% 33 64 9%
Health Care Navigation 1% 5 8 1%
LegalConnect 24% 146 162 23%
Well-Being Coaching 0% 1 0 0%
Well-Being Coaching – Custom 1% 4 1 0%
Total 706 608
Enterprise Support
Critical Incident Stress Management Sessions (number is excluded from overall engagement counts)
8 3
Critical Incident Stress Management Participants
30 7
Overall Engagement 638 713
11052024-62032 Page 2 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Engagement Rates
Based on Annual Average Employee Counts
23.63% 26.41%
2,700 2,700
Total Engagement Rate (% - Annualized)
Enterprise Support Engagement Rate
Digital Engagement Rate
Live Engagement Rate
0.26%
19.67%
6.48%
1.11%
15.30%
7.22%
Counseling Resolution
95% 106 99 93%Resolved within Counseling
5% 6 8 7%Referred to Outpatient
Total 107 112
11052024-62032 Page 3 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Client Status
Employee/Member 168 86% 137 78%
Dependent 13 7% 26 15%
Other Household Member 0 0% 2 1%
Spouse/Partner 14 7% 10 6%
Sub Total 175 195
Client Gender
Decline 6 3% 7 4%
Female 93 48% 75 43%
Male 95 49% 89 51%
Non-Binary 0 0% 2 1%
Not Specified 1 1% 1 1%
Other 0 0% 1 1%
Sub Total 175 195
Client Age Group
0-12 2 1% 6 3%
13-19 7 4% 13 7%
20-29 13 7% 14 8%
30-39 38 19% 37 21%
40-49 37 19% 34 19%
50-59 52 27% 30 17%
60 + 18 9% 19 11%
Unknown 17 9% 15 9%
Decline 11 6% 7 4%
Sub Total 175 195
GRA User Count - Unique User by Product
GRA Unique Users 123 139
Counseling 100 104
FamilySource 10 7
FinancialConnect 4 6
LegalConnect 21 33
Well-Being Coaching 0 1
Well-Being Coaching – Custom 1 4
11052024-62032 Page 4 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Counseling
U.S. Services
Primary Issue Presented
3% 4 1% 1Alcohol/Related
1% 2 1% 1Anger Issues
15% 20 9% 12Anxiety Related
1% 1 0% 0Attention Issues
9% 12 7% 10Bereavement/Grief
5% 7 11% 16Depression Related
1% 2 0% 0Eating Related Issues
5% 7 1% 1Family/Child
2% 3 0% 0Family/Child - Behavioral Issues
6% 8 3% 4Family/Child - Family Issues
0% 0 1% 1Health Crisis
4% 6 6% 8Interpersonal Issues
3% 4 0% 0Legal
0% 0 1% 1Life Coaching
0% 0 1% 2Medical
3% 4 9% 13Occupational
16% 22 15% 21Partner/Relationship
9% 12 5% 7Psychological
9% 12 21% 30Stress
7% 9 6% 8Substance Use Related
1% 1 3% 4Trauma
136 140Sub Total
Consultation Type
0% 0 1% 1Chat
43% 59 54% 75Face to Face
36% 49 29% 40Telephone
10% 13 9% 13Video
3% 4 0% 0Bar Association / Consumer Credit Counseling
1% 2 1% 1BehavioralExpert
3% 4 3% 4DOT
4% 5 4% 6Supervisor / Management Consult
136 140Sub Total
11052024-62032 Page 5 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Local National
Primary Issue Presented
100% 1 0% 0Partner/Relationship
1 0Sub Total
Consultation Type
100% 1 0% 0Face to Face
1 0Sub Total
Total Number of Issues 140 137
Digital Engagement
154 110Sub Total
Client Status
74% 101 84% 117Employee/Member
19% 26 7% 10Dependent
1% 1 0% 0Other Household Member
7% 9 9% 13Spouse/Partner
137 140Sub Total
291 250Total Product Engagement
Employee Count
2,700 2,700
10.78% 9.26%
Based on Annually Average employees
Total Engagement Rate (% - Annualized)
11052024-62032 Page 6 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
FamilySource ®
U.S. Services
Primary Issue Presented
9% 1 0% 0Child Care-Consultation
9% 1 10% 1Child Care-Infant/Toddler (Centers)
9% 1 0% 0Child Care-Weekend Care
0% 0 10% 1Elder Care-Consultation
9% 1 30% 3Elder Care-Home Care
9% 1 30% 3Gov't Services-Financial Assistance
9% 1 0% 0Gov't Services-Fire/Flood/Disaster Assistance
9% 1 0% 0Home Improvement-Contractor
18% 2 10% 1Moving-Apartment Hunting
9% 1 0% 0Pet Care-Pet sitting/daycare
0% 0 10% 1Support Groups-Caregiving
9% 1 0% 0Support Groups-Mental Health
11 10Sub Total
Total Number of Issues 10 11
Digital Engagement
100% 116 100% 81Total Digital Engagement
116 81Sub Total
Client Status
100% 11 100% 10Employee/Member
11 10Sub Total
127 91Total Product Engagement
11052024-62032 Page 7 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Employee Count
4.70% 3.37%
Based on Annually Average employees 2,700 2,700
11052024-62032 Page 8 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
LegalConnect®
U.S. Services
Primary Issue Presented
9% 2 0% 0Advanced Directives
9% 2 3% 1Child Custody
5% 1 0% 0Child Support
9% 2 15% 5Civil
0% 0 3% 1Credit
5% 1 9% 3Criminal
9% 2 18% 6Divorce / Separation
0% 0 3% 1Education
5% 1 0% 0Employment
9% 2 12% 4Estate Planning
5% 1 12% 4Family Law
5% 1 0% 0General Legal
9% 2 3% 1Landlord/Tenant
5% 1 0% 0Probate
5% 1 6% 2Real Estate
0% 0 3% 1Tax
0% 0 3% 1Traffic
5% 1 3% 1Trusts
9% 2 6% 2Wills
22 33Sub Total
Consultation Type
9% 2 0% 0Ask the Expert
59% 13 64% 21Consultation and referral (main source)
0% 0 3% 1Consultation and referral (other source)
32% 7 33% 11Consultation only
22 33Sub Total
Total Number of Issues 33 22
Digital Engagement
11052024-62032 Page 9 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
100% 140 100% 113Total Digital Engagement
140 113Sub Total
Client Status
0% 0 3% 1Dependent
91% 20 97% 32Employee/Member
5% 1 0% 0Other Household Member
5% 1 0% 0Spouse/Partner
22 33Sub Total
162 146Total Product Engagement
Employee Count
6.00% 5.41%
Based on Annually Average employees 2,700 2,700
11052024-62032 Page 10 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
FinancialConnect ®
U.S. Services
Primary Issue Presented
0% 0 14% 1Assist with major purchase decision / affordability analysis
0% 0 14% 1Budgeting techniques & discipline
25% 1 14% 1Credit Card Debt
0% 0 14% 1Credit history & issues
25% 1 0% 0Estate planning (wills, etc.)
0% 0 14% 1General Financial
25% 1 0% 0Hardship call, requesting financial assistance or loans
25% 1 0% 0Income tax issues
0% 0 14% 1Investment options & risk-return
0% 0 14% 1Retirement planning
4 7Sub Total
Consultation Type
75% 3 29% 2Ask the Expert
0% 0 14% 1Consultation and referral (other source)
25% 1 57% 4Consultation only
4 7Sub Total
Total Number of Issues 7 4
Digital Engagement
100% 49 100% 71Total Digital Engagement
49 71Sub Total
Client Status
0% 0 29% 2Dependent
100% 4 71% 5Employee/Member
4 7Sub Total
11052024-62032 Page 11 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
53 78Total Product Engagement
Employee Count
1.96% 2.89%
Based on Annually Average employees 2,700 2,700
11052024-62032 Page 12 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Well-Being Coaching
Coaching Service Requests
0% 0 100% 1Building resiliency
0 1Total Number of Coaching Service Requests
Client Status
0% 0 100% 1Employee/Member
0 1Sub Total
11052024-62032 Page 13 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
Well-Being Coaching - Custom
Coaching Service Requests
Weight Management 1 0
Resiliency 1 0
Consultation 2 0
Cardiovascular Disease Prevention 0 1
4 1Total Number of Coaching Service Requests
Coaching Sessions
Cardiovascular Disease Prevention 0 5
0 5Total Number of Coaching Sessions Excluded in overall engagement
11052024-62032 Page 14 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
GuidanceResources Online®
GRO User Counts
Registered Users 73 72
Repeat Users 68 63
Unique Users 113 110
Device Usage Counts (Logins & Registrations)
7% 19 11% 21APP
66% 173 65% 128Desktop Browser
27% 71 22% 43Mobile Browser
0% 0 2% 4Tablet
Total logins and Registrations 196 263
English USA Usage
Online Topics
Financial 2% 8 4% 14Consumer Issues
1% 4 12% 40Debt & Bankruptcy
1% 4 1% 5Insurance
6% 22 1% 5Personal Finance
1% 4 1% 2Real Estate
0% 0 1% 2Tax
Home & Auto 0% 0 1% 5Buying & Selling an Auto
1% 2 1% 4Driver Safety & Education
0% 0 1% 2Home Improvement & Maintenance
1% 5 0% 0Home Safety & Security
Legal 1% 2 1% 2Consumer Issues
2% 9 0% 0Criminal Law
0% 1 3% 10Debt & Bankruptcy
3% 11 3% 11Estate Planning & Elder Law
7% 25 4% 14Family Law
1% 2 0% 0Insurance
2% 6 1% 3Lawyers & Court
0% 1 0% 0Personal Injury & Health Law
1% 4 0% 0Real Estate
Lifestyle
11052024-62032 Page 15 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
0% 0 0% 1Food & Beverage
0% 0 1% 2Going Green
1% 4 1% 3Pets
0% 0 0% 1Planning an Event
Relationships 1% 2 0% 0Child Care
5% 18 11% 37Divorce & Domestic Issues
5% 19 3% 9Elder Care
1% 2 1% 2Expanding a Family
4% 15 8% 26Marriage & Relationships
1% 2 1% 5Parenting
1% 2 1% 4Special Needs & Gifted Children
Wellness 6% 23 2% 7Addiction
20% 76 10% 33Emotional Well-being
6% 23 4% 14Fitness & Nutrition
4% 14 1% 2Grief & Loss
5% 21 4% 13Personal Growth
2% 6 1% 3Physical Health
1% 2 0% 0Pregnancy
5% 19 9% 31Stress & Anger Management
Work & Education 1% 2 1% 5Career Development
3% 10 1% 4In the Workplace
0% 1 0% 1Manager Guidance
3% 11 4% 12Personal Development
334 382
On-Demand Trainings
17% 3 0% 0Are You Financially on Track for Retirement?
11% 2 25% 2Communicating Without Conflict With Your Significant Other
6% 1 0% 0Connecting Mind & Body for Healthy Living
0% 0 25% 2Difficult Conversations During Times Of Unrest
17% 3 0% 0Emotional Eating: The Connection Between Mood and Food
6% 1 0% 0From Smoker to Smoke-Free
6% 1 0% 0Learning To Relax
6% 1 0% 0Managing Emotions in the Workplace
22% 4 25% 2Managing Personal Finances
6% 1 0% 0Managing Staff through Change & Stress
6% 1 25% 2Time Management Tools and Principles
11052024-62032 Page 16 of 17CONFIDENTIAL
Customer Name: City of St. Petersburg
This Period Previous 12 Months
8 18
Online Centers
0% 0 33% 1Balance and Resiliency
0% 0 33% 1Healthy Habits
0% 0 33% 1Relaxation Tips and Techniques
3 0
Online Searches Topics
4% 5 19% 13Certified Financial Planner
11% 15 9% 6Child Care Provider
2% 3 3% 2College and University
24% 31 0% 0Elder Care Provider
59% 77 69% 47Lawyer
68 131
Online Asset Type
50% 267 62% 254Article
3% 18 3% 11Assessment
1% 7 3% 14Merchandise
8% 42 5% 21Multimedia
0% 1 0% 0Newsletters
3% 18 2% 8On-Demand Trainings
0% 0 1% 3Online Centers
9% 47 8% 34Resource
25% 131 16% 68Search Database
Total Activity Types 413 531
531 413Total Product Engagement
11052024-62032 Page 17 of 17CONFIDENTIAL
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