DRAFT EAP SOW - Market Survey JIS_KPW 05.30.pdf

1 | P a g e

Office of Human Resource Management

Division of Compensation, Benefits Strategy, and WorkLife

Integrated Employee Assistance Program/WorkLife/Wellness Services

DRAFT STATEMENT OF WORK (SOW)

C.1 INTRODUCTION

C.1.1 BACKGROUND

The FAA's WorkLife Program is a Human Resource business partner in support of an FAA workforce that is responsible for the safety of the National Aerospace System (NAS) and the traveling public. The FAA WorkLife Program is also a strategic employee engagement partner whose benefits are pivotal to attracting, motivating, and retaining employees.

The Federal Aviation Administration's mission is to provide the safest, most efficient aerospace system in the world. We strive to reach the next level of safety, efficiency, environmental responsibility, and global leadership. We are accountable to the flying public and our stakeholders. Our success depends on the respect, diversity, collaboration, and commitment of our workforce. Safety is our passion and people are our strength.

In support of the FAA Mission, the FAA WorkLife Program is seeking:

1. A comprehensive, broad-brush Employee Assistance Program (EAP) whose services incorporate Employee Assistance Professionals Association (EAPA) Core Technology, reflects the latest EAP-industry consumer trends, complies with regulatory authorities, and meets the needs of the FAA workforce.

2. A comprehensive, integrated EAP/WorkLife and Wellness program that provides life management services (also referred to as convenience services), in-person elder-adult care management assessment, healthy lifestyle resources, and coaching.

All EAP/WorkLife/Wellness services will be available to approximately 43,300 FAA employees, dependents, and/or those persons who have an equivalent relationship as a family member such as a domestic partner. Of the 43,300 employees, approximately 27,000 employees are considered Testing Designated Positions (TDP) and subject to the requirements of DOT Order 3910.1D (series). Approximately 35,000 employees are Bargaining Unit Employees (BUE). Retirees are eligible to use the EAP services for six months after the effective date of retirement. The average number of retirees a year is approximately 2,000. These numbers are subject to change based on Agency circumstances.

2 | P a g e

This Agency-wide program will be available to all national and international employees, dependents, and those persons who have an equivalent relationship as a family member. The national program encompasses all 50 states, the District of Columbia, and U.S. territories including the U.S. Virgin Islands, Puerto Rico, Marshall Islands, American Samoa, and Guam. The FAA centers/regions/US territories and corresponding number of employees are in Attachment J001.

C.1.2 APPLICABLE LAWS, ORDERS, AND REFERENCES

The Contractor must provide all services in accordance with the following:

1. All confidentiality laws must be provided under the “Duty to Warn” provisions of those laws.

2. The Health Insurance Portability Act of 1996 (HIPAA)

3. The Privacy Act of 1974

4. U.S. Office of Personnel Management (OPM) Employee Wellness Programs (EWPs): A Guide for Agency Leaders, May 2023

5. AMS Clause 3.14-10 Privacy Act Notification (October 2018)

6. National Institute of Standards and Technology (NIST) Special Publication (SP) 800- 53, Revision 5, Security and Privacy Controls for Information Systems and Organizations.

7. DOT Order 3910.1D (series), Drug and Alcohol-Free Departmental Workplace Program: EAP services provided under DOT Order 3910.1D (series) must follow the guidelines established by federal law, such as:

a. Executive Order 12564, Drug-Free Federal Workplace

b. Public Law 102-143-Oct 28, 1991 Omnibus Transportation Employee Testing Act

c. FAA Order 3930.3C (series)

d. Collective Bargaining Agreements.

C.2 SCOPE OF WORK

The scope of work covers the following tasks:

Program management support Basic EAP services Substance misuse rehabilitation of safety-sensitive and security-sensitive employees

3 | P a g e

Access to services and toll-free numbers Promotional activities Education, outreach, and employee training Management consultation International support Assessment, referral, and short-term counseling service WorkLife services Case response time Database maintenance

Please note that in compliance with DOT Order 3910.1D (series) only the Prime Contractor must perform the “Substance misuse rehabilitation of safety-sensitive and security-sensitive employees” task. The FAA prohibits subcontractors or other contractor-teaming members from performing that task. The FAA does not consider substance abuse providers (SAPs) or individual case monitors (ICMs) as subcontractors or other contractor-teaming members.

C.3 TASK REQUIREMENTS

The Contractor must provide the necessary personnel, materials, equipment, facilities, travel, and support to meet the SOW requirements.

The Contractor must provide program management and project control necessary to perform identified tasks efficiently, accurately, on time, within cost and schedule, and in compliance with the requirements. The Contractor must track and communicate the program/deliverables status to the FAA.

The Contractor must provide confidential EAP services that include the following EAP industry standards:

24/7 availability with one toll-free number to access all services, TTY access, language line capabilities, and website access to include an App.

Up to eight sessions of confidential counseling or assessment/referral, per presenting problem, provided in-person or telehealth per caller request.

Management and monitoring of rehabilitation /treatment cases of safety-sensitive and security-sensitive employees as required under Executive, Departmental DOT Order 3910.1D (series), FAA Order 3930.3C, and Collective Bargaining Agreements (CBA).

Critical incident stress management services (CISM) provided in-person or by virtual means per FAA request including the capability to provide surge services

4 | P a g e in the event of a large-scale disaster.

Promotional literature including brochures, educational tipsheets, flyers, monthly campaigns, schedule of EAP, WorkLife, health and wellness, and financial literacy webinars.

In-person and webinar training options per FAA request. Options for training will include on-demand webinars via website access.

Consultation and training of supervisors and managers.

Coaching that includes video coaching through telehealth/virtual capability.

Legal and financial resources.

The Contractor must provide the following tasks:

C.3.1 Program Management Support

C.3.1.1 Program Management

The Contractor must:

Provide a qualified and experienced program manager who will serve as key personnel, oversee and manage the contract, devote at least 32 hours per week, and be within a two-hour commute of FAA Headquarters in Washington, DC.

Provide program management support to perform identified tasks efficiently, accurately, on time, and in compliance with the requirements.

Maintain action item lists, calendars, and timelines for all identified tasks daily, weekly, monthly, or when directed by the Contracting Officer Representative

(COR).

Participate as a member of an FAA-led team when directed by the COR.

Participate in a Kick-Off meeting between the FAA, COR, and Contractor to review the SOW requirements and to understand work scope and deliverables.

The Contractor must provide meeting minutes following the meeting.

Participate in in-person or virtual (if necessary and approved by the FAA National EAP Program Manager) meetings. The Contractor Program Manager must meet with:

o The FAA National EAP Program Manager in Washington DC, at least once quarterly.

o The FAA WorkLife Program Office and the National Air Traffic

5 | P a g e

Controllers Association, at least twice-yearly.

o The Professional Aviation Safety Specialists (PASS), at least twice-yearly.

o The Association for Federal State County Municipal Employees (AFSCME) EAP Committees, at least twice-yearly.

o Other unions who bargain for EAP Committees in Washington DC., at least twice-yearly.

o The FAA EAP Manager team, at least yearly.

o The Contracting Officer’s Representative (COR) at least twice a year to discuss the Contractor’s performance.

o The Office of Human Resource Management leadership, when requested by the National EAP Program office.

C.3.1.2 Program Management Plan

The Contractor must:

Develop and submit a project management plan (PMP) for FAA approval within thirty (30) calendar days after contract award. The PMP must include a project schedule that documents, at a minimum, key milestones, task-level resource requirements, and task-level results/deliverables that the Contractor must produce.

Keep the PMP current and resubmit the PMP for COR approval within seven (7) calendar days whenever any proposed changes result in a schedule impact of more than fourteen (14) calendar days.

C.3.1.3 Quality Assurance Program

The Contractor must:

Develop and submit a Quality Control Plan (QCP) for FAA approval within thirty (30) calendar days after contract award. The QCP for the requirements specified in this SOW must support the FAA’s Quality Assurance Surveillance Plan (QASP), which the FAA will use to monitor Contractor performance, including the performance of staff and subcontracted personnel. The QCP must:

o Identify the standards that are applicable to this effort.

o Include procedures for complying with those standards.

o Identify metrics and techniques for measuring quality and performance, 6 | P a g e including, at a minimum, the following:

Call abandonment rate

Customer/employee satisfaction pertaining access routine care.

o Include an approach for:

Managing the complaint process.

Resolving complaints, i.e., quickly intervene and take corrective action whenever a problem is evident.

Eliminating the causes of unsatisfactory performance, i.e., procedures to identify, prevent, and ensure non-recurrence of defective services.

Increasing customer/employee satisfaction pertaining access routine care.

Perform quality assurance program functions in accordance with the approved QCP. The Contractor must:

o Review and update the approved QCP upon any changes to the contract (e.g., additional duties, new quality assurance measures) or when directed by the COR.

o Submit QCP updates for approval to the COR within fifteen (15) calendar days of the FAA’s request.

Provide a quality assurance report every six months.

C.3.1.4 Promotional Plans

The Contractor must:

Submit quarterly and yearly promotional plans to the National EAP Program Office to maintain or increase utilization rates. The FAA has achieved an average quarterly utilization rate of 38%-58%, which includes all contracted services over the past four fiscal years.

Include in its plans, a road map for the work specified in SOW Section C.3.5 to ensure that promotional efforts of EAP/WorkLife/Wellness services maintain or increase the utilization rate.

C.3.1.5 Statistical Reports

The Contractor must:

7 | P a g e

Provide quarterly and annual statistical reports that reflect utilization rates of all EAP/WorkLife services for the entire agency with separate regional reports for each of the FAA's nine regions including the Mike Monroney Aeronautical Center and the William J. Hughes Technical Center. Regional reports include:

o New England Region - Boston, MA.

o Eastern Region, to include Washington DC Headquarters, - Jamaica, NY.

o Southern Region - Atlanta, GA.

o Mike Monroney Aeronautical Center - Oklahoma City, OK.

o Southwest Region - Dallas/Fort Worth, TX.

o Central Region - Kansas City, KS.

o Great Lakes Region - Chicago, IL.

o Western Pacific Region - Los Angeles, CA.

o Northwest Mountain - Des Moines, WA.

o Alaska Region - Anchorage, AL.

o National Report that includes all regions and centers.

Define its determination of utilization, which will be provided as percentages, with each quarterly and annual statistical report.

Submit the reports to the FAA National EAP Manager, Regional/Center EAP Managers, and the COR by the 21st of the month following the end of the reporting period.

Provide the National EAP Program Manager and COR with monthly safety/security sensitive chemical dependency reports for those cases regulated by DOT Order 3910.1D (series), by the 21st of the following month.

Provide reports, by the 21st of the month following the end of the reporting period., that track the following:

o Training and other WorkLife program deliverables.

o WorkLife Wednesday metrics to assess workforce trends and utilize resources from the WorkLife Solutions program that support workforce interest.

Provide other miscellaneous program reports as requested by the FAA.

8 | P a g e

C.3.1.6 Transition-In

To support a smooth migration from the outgoing Contractor, the Contractor must plan and execute the transition-in activities in a manner that does not disrupt the FAA EAP/WorkLife/ Wellness program services. At a minimum, the Contractor must:

Develop and submit a transition-in plan for FAA approval within fifteen (15) calendar days of contract award. The transition-in plan must include a transition-in schedule.

Identify a transition-in task lead.

Provide an easy-to-remember 800 number that is proprietary to the FAA and is used for all services. The Contractor must recommend how to promote the 800 number.

Transition all administrative tasks and contracted services from the outgoing Contractor per the approved transition-in plan. These include, at a minimum, contractor-performed DOT Order 3910.1D (series) Treatment Rehabilitation Plan (TRP) case management and monthly FAA Chemical Dependency (CD) reports;

scheduled training, EAP (personal counseling), and scheduled CISM responses.

Provide materials for the notification of change of contractor to the Office of Human Resource Management, National EAP Program Office, Regional EAP Manager Team, and other stakeholders including but not limited to Aerospace Medicine, Labor Relations, and the unions.

Coordinate with the outgoing Contractor and the FAA and facilitate the transfer of EAP personal counseling recipient information while protecting Personally Identifiable Information (PII).

Prepare agendas and support weekly transition status meetings with the Contracting Officer Representative (COR), National EAP Program Office, Regional EAP Manager Teams, and the outgoing Contractor until the transition process is complete.

Complete transition-in within sixty (60) calendar days from the contract start date.

C.3.1.7 Transition-Out

To support a smooth migration of the EAP/WorkLife/Wellness administration between contractors, the Contractor must plan and execute the transition-out activities in a manner

9 | P a g e that does not disrupt the FAA EAP/WorkLife/ Wellness program services. At a minimum, the Contractor must perform the following activities:

Develop and submit a transition-out plan for FAA approval. The transition-out plan will be due no later than ninety (90) days before the end of the contract and must include:

o Transition-out tasks, activities, schedule, and deliverables required to efficiently transition out services.

o Sufficient details to ensure continuity of services to FAA employees and the organization with an emphasis on TRPs under DOT Order 3910.1D (series) and Critical Incident Stress Management Services.

o The plan to protect PII of FAA employees and submission of requested reports.

Identify transition-out lead.

Coordinate with the FAA an agenda for the transition-out kick-off meeting.

Transition all administrative tasks and contracted services, including TRP case management and monthly FAA CD reports, scheduled training, EAP (personal counseling), and pre-scheduled CISM response, to the incoming Contractor per the approved transition-out plan.

Notify the service recipients/current clients of the change of contractor.

Transfer EAP personal counseling recipient information to the incoming Contractor while protecting PII.

Participate in the weekly transition status meetings with the COR, Program Office, Regional EAP Manager Team, and incoming Contractor until the transition process is complete.

Conduct transition-out within sixty (60) calendar days before the end of the contract.

Submit all invoices for payment within three months of contract expiration.

C.3.2 Basic Employee Assistance Program Services

The Contractor must provide up to eight (8) EAP sessions of confidential short-term counseling and/or assessment/referral services per issue. These sessions must be available

10 | P a g e for a wide range of problems and life management issues that could adversely affect job performance or conduct. The Contractor must provide the EAP counseling sessions in-person or telehealth per caller request.

Examples of problems/life management issues include, but are not limited to:

Lifestyle coaching for personal health and wellness.

Substance misuse/dependence, including alcohol and drugs (prescription/legal and illegal).

Referral for financial resource assistance and access to a money coach.

Referral for legal services.

Marital, parenting, and family issues.

Emotional conditions (for example, depression, anxiety, trauma).

Compulsive disorders and addictions, such as gambling, etc.

Grief and loss coping services.

C.3.3 Substance Misuse Rehabilitation of Safety-Sensitive and Security-Sensitive

Employees

FAA's primary mission is to protect the flying public and the National Airspace (NAS). The referral, treatment, and rehabilitation of security and safety-sensitive employees are of major importance. Approximately 27,000 employees are designated security and safety-sensitive employees, also referred to as Testing Designated Positions (TDP). These numbers are subject to change. Employees who are identified via testing or other means as having a potential substance misuse problem that is consistent with a violation in DOT Order 3910.1D (series) will be issued a referral for a substance misuse evaluation.

The employees who seek assistance for drug and alcohol problems without having work or DOT Order 3910.1D (series) violations are considered self-referrals.

In compliance with DOT Order 3910.1D (series), o Only the Prime Contractor must provide substance misuse case management services for employees in a security/safety-sensitive position or TDP.

o The FAA prohibits subcontractors or other contractor-teaming members from performing these services. The FAA does not consider substance abuse providers (SAPs) or individual case monitors (ICMs) as subcontractors or other contractor-teaming members.

11 | P a g e

The Contractor must apply aviation medical qualification standards in the diagnosis and treatment of substance abuse, where applicable.

The Contractor must provide four (4) full-time key personnel, credentialed, and dedicated National Case Managers (NCMs).

o NCMs must meet the Substance Abuse Providers (SAP) qualification/credential requirements per the DOT Order 3910.1D (series).

o The NCMs must be available to teleconference with FAA EAP Managers and Office of Aerospace Medicine Flight Surgeon/Medical Review Officer as requested by the Agency.

o NCMs must provide case management services for an average of 160 substance abuse cases each year. If a temporary spike in a one-month total caseload exceeds 160 cases, the Contractor must support this temporary increase. The Contractor must manage each case for a minimum of one year per DOT Order 3910.1D (series).

o NCMs must identify licensed, affiliate professionals who meet the DOT Order 3910.1D (series) definition of SAP, who possess a Master's or doctoral level degree in clinical mental health counseling, counseling psychology, or social work to perform comprehensive substance abuse assessments including in-depth psychosocial interviews, family/spouse/significant others collateral interviews whenever possible, clinical assessments and diagnosis.

o The NCMs must educate SAP providers about FAA Order 3930.3C (series) criteria, if appropriate to the referral, as it relates to the diagnosis of substance misuse and recommendations for treatment and aftercare.

o The NCMs must coordinate the assessments and the SAPs must conduct the assessment:

The SAP must assess both self-referrals and Agency-initiated referrals for a diagnosis per the DSM-5 (series). If applicable, the SAP will assess the employee per the medical standards criteria of FAA Order 3930 3C. The SAP’s assessment must be in writing, legible, and include, at a minimum, the following:

• A comprehensive psycho-social intake interview.

• History of the extent, duration, and severity of the problem.

• A description of the misuse pattern, frequency, and amount used.

12 | P a g e

• Diagnosis using the DSM-5 (series) or subsequent editions.

• Assess criteria for substance misuse per FAA Order 3930.3C (series), if applicable to the employee.

• Recommended treatment and relapse prevention strategies following strict FAA medical qualification standards and the employee's total substance misuse history, including previous legal implications of misconduct.

The SAP must conduct in-person assessments at a location within a 40-minute drive from home or work. Virtual assessments can only be provided by approval from the FAA Regional EAP Manager.

SAP assessments will include using evidence-based screening modalities such as Screening, Brief Interventions, Referral to Treatment (SBIRT), and Alcohol Use Disorders Identification Test-C (AUDIT-C).

o The NCMs oversee the quality and thoroughness of the SAP’s written assessment. If an assessor’s report is incomplete or illegible, The NCM must provide a response to the FAA with the clarifying information within one week.

o Within three (3) days of receiving the SAP assessment, the NCM must provide a detailed case narrative summary and other relevant information to the jurisdictional/regional FAA EAP Manager and Medical Review Officer/Regional Flight Surgeon. The narrative summary must include the following:

History and extent of substance misuse to support the DSM-5 (series) diagnosis.

Criteria met under FAA Order 3930.3C (series), if applicable.

Recommended Treatment Rehabilitation Plan (TRP) including relapse prevention.

A copy of the employee's signed Employee Consent/Release of Information forms.

o NCMs advocate for the Agency and the FAA safety mission with the SAP to ensure accurate diagnosis consistent with criteria for that diagnosis and treatment or education recommendations.

o NCMs coordinate referral to a treatment provider consistent with the FAA-developed TRP and covered by the employee’s Federal Employee Health Plan.

13 | P a g e o NCMs assign and oversee the Individual Case Monitor (ICM) for each employee on a TRP.

The ICM must meet with the employee once a week for the first 12 weeks after the employee signs his or her TRP; once (1) every two (2) weeks for weeks 13 through 24; once (1) a month thereafter for the duration of the TRP; or as stipulated in the TRP. The FAA Regional EAP Manager can modify the frequency of ICM visits upon written notice to the employee.

TRPs generally last a minimum of twelve (12) months but can be extended.

In-person ICM appointments are preferred. However, in extenuating circumstances approved by the Regional EAP Manager, some appointments can be virtual due to the travel distance for the employee.

The ICM must transmit the completed individual case monitoring forms to the NCM and the employee's Regional FAA EAP Manager by electronic mail or fax within 72 hours after every session.

The ICM must immediately notify the NCM if the employee failed to keep an appointment, has relapsed, there exists a strong probability of relapse, or other significant clinical findings indicated that could adversely impact the TRP compliance and the National Air Space.

The ICM must provide weekly, biweekly, or monthly reports to the NCMs starting from the first week of the employee meeting with the ICM.

Reports are to include the attendance at 12-Step programs, including 12- Step secular programs. NCMs will immediately submit the reports to the

FAA.

o NCMs immediately inform the FAA EAP Manager when an ICM or treatment facility reports that the employee failed to keep an appointment, has relapsed, if there is a strong probability of relapse, significant clinical findings, and/or non-compliance with the TRP that could impact airspace safety.

o NCMs liaise with the treatment facility and provide updates on the progress of the employee on a TRP to the FAA EAP Manager

The Contractor must prepare and maintain all documents for TDP employees referred to the EAP for substance abuse evaluation and/or rehabilitation per DOT Order 3910.1D (series). The Contractor must provide EAP referral documentation for every employee referred to the EAP.

14 | P a g e

The Contractor must immediately remove any ICM who fails to notify the NCM with a significant finding that may jeopardize the safety of the National Air Space.

The Contractor Program Manager must submit the monthly chemical dependence reports to the FAA National EAP/WorkLife Manager no later than two weeks into the next month.

The Regional FAA EAP Manager and Medical Review Officer/Regional Flight Surgeon have the authority to develop or modify a TRP upon receiving new information about the employee. The FAA has the final authority to recommend requirements for the TRP.

C.3.4 Access to Services and Toll-Free Numbers

The Contractor must provide employees access to the magnitude of services using only one phone number and one website. Should there be a subcontractor for any of the WorkLife Services who merges their website into the Contractor’s website for FAA, there will only be one login required to register for events.

Effective upon contract award, the Contractor must maintain a year-round 24-hour, 7 days a week, toll-free proprietary telephone number to allow current and eligible retired employees, along with their immediate family/household members and legal dependents to obtain information, guidance, and counseling from professional clinicians. A healthcare professional must answer the toll-free number promptly. The Contractor must ensure that a contractor staff member answers 85% of calls within twenty (20) seconds. The FAA does not allow the use of prerecorded messages including phone trees in this service.

The Contractor must provide only one toll-free number to cover all 50 states, including DC and U.S. territories. Either the same number, if feasible, or another toll-free number must be available for clients overseas to call the counselors staffing the call center. The Contractor must make all efforts to obtain an easily remembered number. The Contractor must also provide the TTY number (711). The Contractor must provide language translation services for callers whose first language is not English.

C.3.5 Promotional Activities

The Contractor will work closely with the FAA EAP Manager team to provide ongoing promotional activities to make aware of, maintain or increase utilization of the EAP/WorkLife/Wellness services. The FAA utilization of services averages 38% per quarter; however, the utilization has reached an average utilization of 58% of services in

15 | P a g e some fiscal year (FY) quarters.

The Contractor must support FAA efforts with educational material to increase awareness of OPM’s designated commemorative months, such as National Domestic Violence Awareness Month, Suicide Prevention Awareness Month, and those designated by FAA due to workforce needs. In addition, The Contractor must provide the following promotional support:

The Contractor must provide EAP/WorkLife/Wellness promotional flyers of a new design every three months to be sent to the FAA EAP Team, two-page EAP Bulletin every three months, and other documents as mutually agreed upon by the FAA WorkLife Program Manager and the Contractor. The Contractor must ensure that all promotional items are professionally edited and include the FAA’s 800 number, TTY number, and website URL before submission to the FAA WorkLife Program Manager for approval. Flyers must be distributed electronically to the FAA’s EAP Team for field distribution. The Contractor must submit brochures by ground delivery to the FAA’s EAP Team for field distribution per the FAA EAP Team's request. In addition to the hard copy brochure, the Contractor must also send an electronic version of the brochure to the FAA EAP team.

The Contractor must consult with the FAA EAP/WorkLife Program Manager in the design of new brochures every two years.

As requested by the FAA, the Contractor must participate and supply promotional items for WorkLife booths at health fairs, FAA association conferences, health and wellness events, and benefit fairs. There are approximately nine (9) health fairs and panelist events a year that may require contractor participation anywhere nationally.

Approximately twenty (20) events will require promotional materials to support FAA EAP staff participation. The number of required events is subject to change and may be virtual or in-person events.

The Contractor must provide the FAA EAP staff with weekly electronic tip sheets/wellness articles for newsletters and other publications as requested.

The Contractor must provide webinars, at least once (1) a month, on EAP/WorkLife/ Wellness/financial topics, e.g., relationships, workplace communication, retirement, elder care issues, raising children, and other behavior health topics. The Contractor must ensure that these webinars are available on demand after the live presentation.

The Contractor must provide employees and managers with webinars and newsletters that correspond to OPM commemorative months or per FAA request due to

16 | P a g e unforeseen events.

The Contractor must provide a comprehensive website that includes a “live chat” availability as a method to acquire EAP/WorkLife/Wellness services.

The Contractor must provide a website app that facilitates easy access to EAP/ WorkLife/Wellness information.

The Contractor must provide materials that are 508 compliant.

C.3.6 Education, Outreach, and Employee Training

The Contractor must coordinate with the FAA National EAP Program Manager and/or the Regional EAP Manager to identify specific educational program needs and to provide recommendations to the FAA on how to meet those needs. The Contractor must recommend ways to increase employee awareness of the EAP and all WorkLife services. The Contractor must receive the FAA National EAP Program Manager and the appropriate Regional EAP Manager approval of any recommendations before implementation.

Per FAA request, the Contractor must conduct training to FAA employees and managers that will provide an overall view of the EAP and WorkLife contracted programs. Affiliate counselors who are also trainers are to have a minimum of three years paid experience as a trainer on behavioral health topics. As FAA facilities are open around-the-clock, trainers may be required to conduct training throughout the 24-hour day. The Contractor must provide all training materials electronically or hard copy if training location cannot make copies. The FAA WorkLife Program Manager must approve training materials and syllabi.

The Contractor must provide the training materials and syllabi to the FAA WorkLife Program Manager for approval. The number of participants will be counted towards the 3,800 participant goals.

Per FAA individual manager request, the Contractor must have available a list of training topics for onsite training, and webinar presentations on EAP/WorkLife/Wellness/Financial/ and leadership–related topics to be available for approximately 3,800 participants every contract year. If in any year the FAA requests the contractor to schedule training for fewer than 3,800 participants, the contractor will not be held accountable for meeting the annual target. The contractor's satisfaction of this training obligation will be measured by the greater of number of participants projected to attend training versus the number of participants who actually attend training. It should be noted that since March 2020 the majority of training requests are via webinar; however, because of the mandate for federal employees to increase in-office presence, the number of in-person trainings may increase. FAA averages approximately 117 trainings a year, however this varies based on the Agency’s need.

17 | P a g e

The contractor must provide at least monthly webinars on EAP/WorkLife/Wellness-related topics for Agency-wide participation. Financial wellness webinars will be available at least monthly for Agency-wide participation. Webinars for leaders will be conducted at least quarterly.

The Contractor must provide program assistance support as follows:

Utilize Employee Assistance Professional Association (EAPA) core technology and support the National EAP Program Manager.

Support FAA EAP/WorkLife Briefings:

o Develop relationships to prepare and provide regional LOB/SO requests for in-person briefings on all EAP and WorkLife services.

o Coordinate WorkLife Solutions training per manager request.

o Develop consultative relationships with employee associations and unions to assist the members by aligning the WorkLife Solutions program to address behavioral health concerns.

Support EAP and WorkLife promotions:

o Plan, develop, and implement EAP initiatives for the jurisdictional and national workforce in partnership with the FAA EAP Team.

o Advertise/promote the WorkLife Solutions program services messages through written communications strategies.

o Assist the EAP Manager team in developing and implementing communications strategies for monthly regional and national promotional campaigns due to workforce interest.

Align training offerings with LOB/SO’s business initiatives across the Enterprise, consult with POC to assess training needs, provide education regarding contractor-facilitated training options, and coordinate training requests.

Support coordination of CISM requests.

Research trends in EAP and WorkLife to align the WorkLife Solutions program to consumer interest.

Per Collective Bargaining Agreements, assist the National EAP Program manager in planning and implementing agendas for the union EAP Committee meetings.

Assist in planning health and/or benefits fairs at Headquarters (HQ) and staffing the FAA WorkLife Solutions booth as needed.

Support the National EAP Program Manager to respond to the workforce in

18 | P a g e preparation for and after natural disasters and catastrophic events with outreach and promotional efforts aligning the WorkLife Solutions program services appropriate to the event and customer request.

C.3.7 Management Consultation:

The Contractor must have counselors with supervisory experience available 24/7 by telephone or live chat through the website who can provide leaders their expertise and guidance on a full range of behavioral health or workplace issues. These confidential workplace consultations may include, but are not limited to:

How to refer an employee to EAP whose issues do not affect workplace performance.

Work performance/conduct issues.

Threats of workplace violence or Duty to Warn situations.

Safety/security-sensitive violations of DOT Order 3910.1D (series).

Provide guidance for response due to a critical incident, such as accidents, employee death, man-made or natural disasters.

C.3.8 Critical Incident Stress Management Services (CISMs)

The voluntary and confidential Critical Incident Stress Management services must follow the International Critical Incident Stress Foundation's model. It is required that CISM counselors have a working knowledge of Psychological First Aid as to provide flexible CISM services appropriate to the event, such as natural disasters, etc. CISM services may range from pre-incident educational/awareness activities in collaboration with the FAA Regional EAP Manager, peer support team, or local management; telephonic counseling, and/or on-site Critical Incident Stress debriefings, management and union consultation, and one-to-one counseling. The CISM services can be delivered virtually per FAA request.

The Contractor must support surge activities due to large natural or manmade disasters. The Contractor will utilize International Critical Incident Stress Foundation (ICISF) trained counselors outside of the impact zone of the disaster if no local ICISF counselors are available. Travel costs to the impact zone will be the responsibility of the Contractor if local counselors are not available. Onsite CISM services must be compatible with operations and must not interfere with staffing and safety; therefore, Contractor CISM services must be available during non-customary 9-5 business hours, if required. The Contractor must utilize state-licensed counselors who have had International Critical Incident Stress Foundation training. Non-ICISF-trained counselors may be utilized when there is a grief group request, but those counselors must have experience providing grief groups.

19 | P a g e

The Contractor must provide the following Critical Incident Stress Management services:

Collaborate with FAA Regional EAP Managers, the FAA National EAP/WorkLife Program Manager, impacted FAA management, and Labor CISM Teams to assess and plan for an appropriate level of service consistent with the event.

Receive CISM requests Contractor anytime (24/7) and notify the appropriate Regional EAP Manager, who will consult with local management requestors.

Refer CISM requests to the appropriate Regional EAP Manager or National EAP Manager for further assessment and approval. Please note that the Contractor does not approve the CISM request.

Provide one-on-one in-person counseling as requested during the CISM response.

Adhere to the International Critical Incident Stress Foundation Model and apply Critical Incident Stress Management knowledge and expertise when responding to the event.

Provide ICISF-trained affiliates and licensed EAP counselors/responders.

Provide ICISF-trained affiliates and EAP counselors for a fifteen (15) to thirty (30) minute telephonic briefing with the National Air Traffic Controller Association (NATCA) and Professional Aviation Safety Specialist, or (PASS) CISM team member before onsite services, if appropriate to the event.

Facilitate grief groups, as needed.

Support surge requirements in the event of a large-scale disaster.

Develop a preferred provider network of CISM responders/counselors experienced in aviation-related CISM.

Develop a preferred provider network of CISM counselors with experience partnering with the NATCA and PASS CISM teams to facilitate CISMs.

Brief the FAA EAP team after the CISM event to guide them in determining further services.

Each CISM response for onsite services/events must consist of four (4) hours of service delivery. FAA has had an average of forty-six (46) CISM events a year over the past four (4) years. There will be circumstances whereby the CISM is facilitated by virtual means due to natural disasters or remote-located employees. A virtual CISM is two (2) hours in length and is focused on education and the group process. The average number of virtual CISMs is fifteen (15). These numbers are subject to change per the occurrence of unexpected, tragic events.

20 | P a g e

Only the National EAP Program Manager, or designee, can approve virtual and onsite CISM requests after the Regional EAP Manager consults with the management requestor and the Labor CISM Team representative, if appropriate to the event. The Contractor does not approve CISMs, but staffs CISMs according to the above requirements.

C.3.9 International Support

The contractor will provide EAP counseling either by in-person or telehealth/virtual means.

A licensed, proficient English-speaking counselor must be available to FAA employees who are working on assignments. Contracted counselors must be available to FAA employees, family members, dependents, spouses, or domestic partners located in or near London, United Kingdom, Brussels Belgium, Frankfurt Germany, Singapore, and Shanghai China.

The Contractor must have counselors available 24/7 via the toll-free 800 number or live chat.

Assessment, Referral, and Short-Term Counseling Service

The Contractor must provide the following services:

The Contractor must provide a confidential assessment, referral, and/or short-term counseling for up to eight (8) sessions per issue for an employee or eligible family members seeking services. All in-person counseling will be within a 30-minute drive from work or home. There may be exceptions to travel time depending on location, such as rural areas versus urban areas. A licensed affiliate counselor within the same state as the eligible employee or family member must conduct virtual sessions.

The Contractor must offer appointment assistance to the caller to ensure the service request is completed. The caller may decline this assistance. If declined, the Contractor must follow up with the caller to ensure the request is completed.

In cases where a referral for specialized, continuing treatment is recommended, the Contractor will initiate a referral to a specialist working within the parameters of their medical insurance if possible. With the FAA EAP Program Manager approval, if no counselor is available through the employee’s insurance, the affiliate counselor may offer continuing treatment with no financial obligation by the FAA or the Contractor if the affiliate counselor has the specialized treatment experience.

The Contractor must have a comprehensive network of providers established for each local area identified in the Statement of Work (SOW) and FAA center/region/USA territory identified in Attachment J001. Referral resources will include a variety of private, public, or non-profit resources with which the Contractor has no financial affiliation. The Contractor will have a network of affiliate counselors that reflects the FAA’s goals of Diversity, Equity, Inclusion, and Accessibility (DEIA).

21 | P a g e

The Contractor must evaluate each referral source for suitability and monitor for quality and effectiveness on an ongoing basis.

C.3.10 WorkLife Services

The Office of Personnel Management (OPM) defines WorkLife as a business strategy of creating a flexible, supportive work environment to recruit, retain, and engage employees to maximize organizational performance. The Contractor must provide resources incorporating a wide scope of WorkLife services complementing the Employee Assistance Program and OPM’s guidance for Employee Wellness Programs. These services will include, but not limited to, life management/convenience services, in-person elder/geriatric/adult care assessment services, childcare and elder care locators, and healthy lifestyle wellness services.

C.3.10.1 Life Management/Convenience and Discount Services

The Contractor must provide life management/convenience services constituting a comprehensive consumer research and referral service ranging from urgent needs such as temporary housing due to natural disaster, to short-term needs such as plumbers, mechanics, etc. Life Management/convenience services will provide resources for locating childcare and elder care options. Life management/convenience categories will include, but not limited to:

Relocation services (places of worship, housing information, licenses, local transportation, housing, and rental resources).

Automobile services (repair shops, dealerships, tire stores).

Medical supplies (crutches, home hospital equipment).

Household trade services (electricians, landscapers, plumbers).

Community (service organizations, CPR training, volunteering).

Education (learning centers, lectures, adult education).

Miscellaneous (insurance, notary public, photographer).

Household services (housekeeping, furniture rentals).

Referral for legal services with discounts for ongoing assistance, such as estate planning.

Referral for financial management services including money coaching.

Federal and State resources, such as shelters, in case of a natural or man-made disaster.

Other Life management services including adoption, summer camps, and resources for special needs children.

22 | P a g e

C.3.10.2 Wellness/Healthy Lifestyle Resources

The FAA WorkLife program seeks to be in alignment with the Office of Personnel Management’s guidance for the Employee Wellness Program to support the total well-being of the federal workforce.

The Contractor must provide wellness/healthy lifestyle online resources including but not limited to monthly health and wellness tipsheets or webinars.

The Contractor must provide seminar options including but not limited to topics for nursing mothers, fitness, webinars, and podcasts related to health and wellness.

The Contractor must provide web access to guides for exercise and meal planning, fitness club discounts, and wellness educational topics to employees of FAA.

C.3.10.3 WorkLife Consultants

The Contractor must provide WorkLife consultants who provide a minimum of three referrals for the requested service and provide information to the employee via the preferred delivery method - either by e-mail, fax, or U.S. Mail. The information must include:

Name of company or individual.

Business hours.

Street address.

Phone, fax, and email address.

Quality assurance information.

Years in business.

License, insurance, and bonding information.

References.

Other information as requested.

C.3.10.4 Elder/Geriatric/Senior/Adult Care Management Services

The Contractor must provide Elder/Geriatric/Senior/Adult Care Management Services designed to develop an onsite assessment of the senior in his or her home or care facility by a geriatric care professional.

The elder care service must include:

23 | P a g e

Care planning and assessment services to identify issues requiring additional resources and services to keep an elderly person in his/her home environment or recommended care environment such as an assisted or skill living facility.

Identification of appropriate private and community resources to facilitate ongoing care for the elder and support for their caregivers.

Review of financial, legal, and medical issues with appropriate referrals to support a care continuum.

Caregiver liaison to families at a distance from their elderly loved one

Consumer advocacy and education that includes web-based, telephonic, printed, and face-to-face education and support regarding elder care issues.

Referral for counseling and support.

Approximately thirty (30) in-person assessments were provided pre-COVID. Approximately seven (7) in-person assessments have been provided post-COVID.

The Contractor must complete an initial assessment telephonically before the on-site assessment. Within three (3) days after a face-to-face assessment, the Contractor must provide the FAA employee with a written report that explains the geriatric professional's evaluation of the elder as well as recommendations for the elder's care and includes any concerns, resources, and appropriate referrals.

C.3.10.5 Backup Care

The Office of Compensation, Benefits and WorkLife needs additional resources to assist Line of Businesses (LOBs)/Staff Offices (SOs) with recruitment, retention, and productivity by providing the workforce with child and adult care support to ensure mission readiness.

Backup care provides quality, temporary child and adult care to help employees work and be productive on those days when their regular care arrangements are disrupted due to school/provider closures, inclement weather, illness, caregiver vacation, or work-related travel or schedule change that impacts caregiver availability.

When regular care isn’t available, backup care is an affordable, subsidized benefit to help employees fill their gaps in care without sacrificing work. The Contractor must:

Provide backup care for children and adults including self-care for employees who are recovering from an illness/injury.

24 | P a g e

Provide 24/7/365 access to child/adult care specialists via phone or website for consultation and placement.

Respond with available care options within two business days for non-urgent requests.

Respond to urgent care requests immediately.

Provide access to a nationwide network of credentialed childcare centers and in-home care agencies, and other flexible placement options.

Describe credentialing standards for care providers as required by law, ongoing quality assurance measures, and re-credentialing process.

Describe recruitment strategy to ensure nationwide coverage during non-traditional work hours, especially for more rural locations.

Accommodate any schedule, including shift work, evening, weekend, and holiday care needs.

Collect employee co-pay as applicable per visit used; the number of visits allowed per employee per year will be set by the Agency.

Describe a flexible Backup Care structure/per unit cost.

Create a communication plan and materials to support the program launch.

Coordinate with the FAA WorkLife Division to educate the workforce on the program and its benefits.

Develop ongoing promotional materials.

Develop a tracking mechanism to provide utilization of services and costs.

Currently, there is no available funding for Back-Up Care. The FAA reserves the right to contract for this service at a future time.

C.3.11 Case Response Time

The Contractor must make available an appointment for a face-to-face or virtual counseling session with a counselor within three (3) calendar days of the employee's request for service in a non-emergency situation. In the case of an emergency/crisis, the Contractor must respond by providing a face-to-face meeting with a counselor immediately. The Contractor

25 | P a g e must offer appointment assistance to find a counselor with open appointments and will notify the caller within three (3) calendar days of a counselor's availability.

C.3.12 Database Maintenance

The Contractor must create and maintain a database that will include approximately twenty-two (22) data elements on each employee in a substance abuse rehabilitation program, both former and current cases, as well as the date for each employee's follow-up test and whether the employee was tested on that date.