EAP and WorkLife PWS - USACE_DRAFT.docx

PERFROMANCE WORK STATEMENT (PWS)

Employee Assistance Program & Work-life Services U.S. Army Corps of Engineers (USACE) IDIQ Contract

October 21, 2020

1. GENERAL: This is a non-personnel services contract to provide Employee Assistance Program (EAP) and Work-life services. 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 responsible to the Government.

1.1 Background: It is the responsibility of the U.S. Army Corps of Engineers (USACE) to implement and oversee the EAP services in assisting USACE Federal civilian employees in achieving increased job performance through resolution of the presenting problems and the prevention of the recurrence of these problems.

1.2 Objectives:

a. Empower employees in their efforts to resolve personal problems that may impact adversely on work performance

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

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

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

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

1.3 Scope: The Contractor shall provide a broad range of EAP and Worklife services including consultation, counseling, personalized searches and referrals, website data bases, critical incident support, promotional materials, and wellness educational seminars to federal employees and supervisors. Contract will offer services to full time and part time civilian employees, their dependents, and household members who are part of this PWS. The program shall operate under the following concepts:

· Program design and delivery shall emphasize:

· Encouraging employees, supervisors, managers, and union representatives to call the EAP/Worklife Program to discuss personal concerns that are a cause of stress.

· Reassuring callers that services are confidential.

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

· Informing callers that services are free of charge.

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

· Providing educational materials and seminars on EAP/Worklife issues in either a virtual or in-person setting.

1.4 Period of Performance: The period of performance shall be for one (1) Base Period of 12 months. The Period of Performance reads as follows:

Base Period: 10 Nov 2020 to 9 Nov 2021

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

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

· 1.7. Place of Performance: The work to be performed under this contract will be performed in a contractor provided office space throughout the U.S. Contractor personnel may be requested to work at the Governments alternate locations during emergencies and emergency exercises. Individual Contractor personnel may be designated as essential personnel to support contingency operations at alternate Government locations during actual emergencies and emergency exercises.

· 1.8 Type of Contract: The government will award a firm fixed price contract.

· 1.9 Security Requirements: The Contractor shall comply with all security policies and procedures that apply to USACE. Security procedures shall be made available to Contractor personnel.

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

1.9.2 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

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

2.0. SPECIFIC TASKS: CLIN 1

2.1. Program Management Support – The Contractor shall provide the following program management support:

2.1.1. The Contractor shall provide a dedicated Program Manager (PM) to work with the USACE Technical POC to support all aspect of this PWS including: demographics of the workforce, employee work schedules, and geographic distribution of employees, employee insurance coverages, specific job performance issues, current disciplinary policies and procedures, and types of personal problems already known to be of concern to employees. The PM shall develop and recommend guidelines and procedures concerning the identification and referral of employees who need help with personal problems. The Contractor shall review the overall functioning of the program on a monthly basis and coordinate needed adjustments with the COR and Technical POC.

2.1.2. The Contractor shall provide a continuous quality improvement program that measures the following: Quarterly reports will be emailed to agency COR and Technical POC at the end of following month after quarter ends

· Number of Employees Served

· Method of Referral (self-informal supervisory, formal supervisory)

· Incidence of Presenting Problems

· Demographic Profile of Employees Utilizing the EAP

· Case resolution

· Satisfaction Surveys result (confidentiality not compromise)

· Quarterly reports will be emailed to agency at the end of following month after quarter ends

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

2.1.4. The contractor shall permit on-site visits by the COR and Technical POC to assess contracted services, e.g. adequacy, compliance with contract requirements, record-keeping, etc.

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

2.1.6. The contractor shall provide a standard, comprehensive statistical report on a quarterly basis. Reports will provide demographic and utilization data points. Report will be email to COR and Technical POC ne the last day of the following month after quarter end. Quarterly Utilization reports will be provided using population data provided by USACE.

3.0. Toll Free Number

3.1 National Service Center: The Contractor will ensure service is accessible through dedicated toll-free telephone number 24 hours a day, 7 days a week. Expert, credentialed staff will answer the phone immediately, establish eligibility for services, and identify the services needed (i.e., referral to a counselor or WorkLife specialist, referral to legal and financial experts, etc.). Access to language translators covering more than 100 languages will be available as well as a phone system utilizing dedicated TDD equipment for quick and easy access to services for those who are hard of hearing. This service shall serve as the gateway to EAP access and mental health professionals. Initial call must obtain information from employee regarding permission, specifying what information can be disclosed and to whom. The Contractor must ensure that a Contractor staff member answers 85% of calls within thirty-seconds

3.2 International Services: Employees in international locations who are seeking services will be instructed to call the dedicated toll-free number to reach Contractor’s National Service Center staff and securely refers the employee to an international affiliate or virtual option by a U.S.-based professional. International services including active phone number and services will be available 24/7/365. Additionally, telephone behavioral health services will be made available with a U.S.-based EAP provider for international deployees.

4.0 Web Based Services

The Contractor will provide a user-friendly suite of web services with fast and easy access to interactive tools and resources on a wide range of topics. The site provides valuable assessment tools; searchable databases; articles; information on topics such as depression, parenting, retirement, finances, substance abuse, workplace conflicts, family issues; and more

Website services complement the traditional EAP services by providing a "self-serve" option that enables employees to obtain accurate information and help on sensitive issues. In performance of this requirement, the Contractor shall provide all necessary personnel, infrastructure, and technical support to implement and maintain a comprehensive, professionally accurate, and user friendly EAP website. The Website must be compliant with Section 508 of the Rehabilitation Act of 1973, as Amended 29 U.S.C. 794 (d).

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

4.1 On-Line Library

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

4.2 Self-Assessment Tools

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

4.3 Self-Guided Skill Enhancement Tools

The Contractor shall have a robust set of skill enhancement tools to help employees manage certain conditions or situations, e.g., stress management, time management, dealing with difficult people, and diversity. These tools must be updated and refreshed on a

4.4 Online Chat

The Contractor will provide EAP staffed online chat during usual business hours to seek assistance.

4.5 Supervisor Links

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

4.6 Message Forums

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

4.7 Employee Orientation

The Contractor shall provide recorded EAP Employee Orientation modules that can be used individually on a self-paced basis.

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

4.9 Website Privacy

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

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

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

· The Contractor must treat any Government-provided employee information as proprietary. Such information may only be used for the purposes of supporting this contract. Under no circumstances should this information be shared with any third parties without the written permission of the COR.

4.10 Resource Links to Other Websites

The Contractor must ensure the trustworthiness and appropriateness of other websites linked from the Contractor’s website.

5.0 Access:

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

· Personal Health and Wellness

· Substance abuse/dependency including alcohol and drugs

· Marital, parenting and family issues

· Emotional conditions (such as depression, anxiety, traumatic)

· Compulsive disorder and addictions

· Grief and loss

5.1.1. Employees may initiate contact with the program or be referred by a supervisor, labor representative, drug-testing program coordinator, nurse from an occupational health center, or any number of other sources.

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

5.2. Both Face-to-face and telephonic counseling services are available through the program’s extensive national and international network of counselors, primarily during normal business hours.

5.2.1 Domestic Affiliate Counselor:

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

· All counselors shall be licensed and/or certified in the state where services are being provided and have, at a minimum, a master's degree in the mental health field and at least five (4) years counseling experience.

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

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

5.2.2 International Counselor: The program has a world-wide network of counselors. In international locations, the Contractor must provide services consistent with the laws of the host country and in accordance with any agreements with the host country. Additionally, international employees may be referred to U.S. behavioral health EAP services for telephonic or virtual support for life coaching or clinical services.

5.3. Management and Organizational Services – The Contractor shall provide unlimited consultation to supervisors and managers for concerns or issues related to an employee’s conduct or performance. The Contractor provides guidance and consultation to help supervisors and managers identify, interact with, and refer employees with performance or conduct issues to the program. Consultation regarding organizational issues may include sexual harassment, drug-free workplace, downsizing, conflict resolution, critical incident stress, and workplace violence.

5.4. Emergency Services for Non-Federal Employees and Employee Family Members. The Contractor provides services to federal employees and their immediate family members. It is recognized, however, that from time to time the program is called upon to assist with emergencies of non-federal employees (e.g., contract employees working onsite in an agency, spouses or partners of federal employees recently lost in the line of duty; or individuals who are “federalized” for a period of time to respond to national crises or to serve on a federal jury). In these situations, USACE shall ask the Contractor to provide temporary, limited emergency services such as bereavement counseling for family members and worklife support.

These services may include one (1) to two (2) phone consultations and/or face-to-face sessions for the purpose of stabilizing the situation and referring the individual to a community facility or another professional resource. The full range of programmatic services is not offered.

5.5. EAP will be available to USACE retirees for a period up to 3 months, following their retirement. In the event of a death of a USACE civilian employee, the Contractor will provide up to three months to the employee’s dependents and household family members to receive bereavement support.

6.0 Critical Incident Response Services.

The Contractor shall provide critical incident response (CIR) services to support employees, managers, and the organization after a disturbing or traumatic event in concert with the USACE Critical Incident Stress Management Team. The goal of a critical incident intervention is to minimize the potential impact of a traumatic event by helping employees and the organization return to normal productivity as quickly as possible. Crisis response activities may include individual consultations; psychological first aid; crisis management briefings; and/or grief education presentations. If a Critical Incident Stress Debriefing is performed, it will be done in concert with USACE CISM.

6.1. The Contractor shall assist with emergencies in the workplace to include unlimited crisis management briefings, support to the USACE Critical Incident Stress Management Team, and, grief counseling (events).

6.1.1. One event equals one provider per day for up to four (4) hours at one location. No charge when facility’s own onsite Field Consultant is providing the service.

6.2. Emergency Services for Non-Federal Employees and Employee Family Members. The Contractor provides services to federal employees and their immediate family members. It is recognized, however, that from time to time the program is called upon to assist with mental health emergencies of non-federal employees (e.g., contract employees working onsite in an agency, spouses or partners of federal employees recently lost in the line of duty, or individuals who are “federalized” for a period of time to respond to national crises or to serve on a federal jury). In these situations, the Contractor will provide temporary, limited emergency counseling services such as bereavement counseling for family members or emergency stabilization for contract employees. These services may include one (1) to two (2) phone consultations and/or face-to-face sessions for the purpose of stabilizing the situation and referring the individual to a community facility or another professional resource. Generally, the full range of programmatic services is not offered.

6.3. An agency may incur additional costs for a large-scale critical incident or disaster response and/or frequent critical incident responses due to the nature of the agency’s work. Travel and related costs associated with large scale response will be at the expense of the government.

7.0 WorkLife Services:

Employees have 24/7 access to bachelor and master’s-level consultants who have expertise in areas such as child development, education, and gerontology. Consultants find childcare, elder care, and other resources, which meet the specific needs of the employee, including location, cost, and confirmed availability. Services include:

7.1. Child Care and Parenting

Parenting tips and tools; child care resource screenings (centers, in-home care, camps, etc.); caregiver counseling and education; child development; and transportation resources.

7.2. Adult Care and Aging

Care options and living arrangements; caregiver issues and concerns; community and local programs; emergency, respite, and hospice care; grief and bereavement; health insurance; home meal delivery programs; hospitals; in- home services; retirement; and support groups

7.3. Academics and Financial Aid

Information on pre-kindergarten through doctoral-level and continuing education; grants and scholarships; tutoring services; extracurricular activities; and public and private options

7.4. Services for Children with Special Needs

Programs and child care options for children with special needs, such as physical, behavioral or emotional disabilities; child development; and testing assessments

7.5. Pregnancy and Adoption

Prenatal care; birthing options; breastfeeding; formula feeding; adoption agencies and resources; managing international adoptions; legal issues; and support groups

7.6. Health and Wellness

Fitness (gyms, classes, yoga, etc.); diet and nutrition; weight loss; children, women, men and seniors’ health; prevention; support groups; medications; and emotional well-being

7.7. Everyday Responsibilities

Moving and relocation; pet care; home and lawn services; automotive repair; event planning; and travel

7.8. Senior Care Management (SCM). The program offers one in-person, in-home assessment (up to three (3) hours) from a highly qualified Care Manager – providing a thorough assessment of the senior’s home and activities of daily living. A detailed care plan will be provided summarizing the result of the assessment along with recommendations. The program also includes unlimited access to a Senior Care Specialist to help review the care plan; implement the recommendations; and provide referrals to local resources. This can include, but is not limited to, detailed overviews of senior care facilities and ongoing care coordination to get the necessary help in place for both the senior and their caregivers.

7.9. WorkLife Kits: which contain helpful educational materials and products. Kits are available in the following areas: prenatal, child safety, college, adult care, and general health (“Be Well”). The contractor will provide marketing materials to help advertise the availability of these kits. Sample kits for marketing or display purposes, or bulk shipments of kits, are not included but are available on a fee for service basis. Kits requested by employees are provided on a no-fee basis to include shipping.

· Prenatal Kit for employees who are starting a family

· Adult Caregiver Kit to help caregivers better care for aging loved ones.

· Child Safety Kit to help parents prevent common childhood safety hazards

· College Kit to help students safely transition to college

· Be Well Kit to help employees proactively manage their health

· Emergency Kit to help employees prepare for emergencies

· Pet First Aid to help keep pets safe and healthy

8.0. Legal and Financial Services.

The Contractor shall provide telephonic or face-to-face consultation with licensed, practicing attorneys to provide assistance with a wide range of legal issues, such as divorce, living will preparation, and health care power of attorney. Qualified financial consultants shall provide telephonic consultation on general tax information, financial planning, investment strategies and family budgeting. The program also provides a suite of identity theft services including information on how to prevent identity theft; consultation with specialists who provide support, answers, and guidance; forms; credit bureau contacts; and step-by-step action plans.

8.1. The Contractor shall provide a legal/financial online resource library. This service makes available numerous articles providing information on important legal and financial matters. Also included is a Legal Document Library that provides examples of 50 different legal documents. The Contractor shall provide an online EAP and Work/Life program with information, assistance and resources for family & care giving, emotional well-being, health & wellness, etc.

8.2. The Contractor does not provide advice on issues regarding the USACE WorkLife Program, its employers, other providers or attorneys associated with this this Program, or matters relating to an employee’s job. In addition, legal and financial referrals are not endorsements or recommendations of any specific attorney, law firm or financial advisor. Employees are solely responsible for selecting and employing an attorney or financial advisor.

9.0 Drug-Free Workplace.

The Contractor will provide for the Drug-Free Workplace (DFW) as mandated of Executive Order 12564. The EAP educates employees and managers about substance abuse, assesses employees with potential substance abuse problems, identifies resources for treatment and rehabilitation for employees found to need them, and works with agencies to successfully transition employees back to the workplace.

9.1 Self-Referral/Prevention

10.1.1 Provide counseling and assistance to employees who self-refer for treatment

10.1.2. Provide needed education and training to all levels of the [Agency] on types and effects of drugs, symptoms of drug use and their impact on performance and conduct, relationship of the EAP to drug testing, and related treatment, rehabilitation, and confidentiality issues;

10.1.3. Provide education and training to assist supervisors and managers in recognizing and addressing illicit drug use by agency employees

9.2. Agency Referral due to Positive Drug and or Alcohol Test

9.2.1 USACE agency employees who test positive for drug and alcohol screenings as a result of their DFW are mandated to complete a substance abuse assessment by a qualified provider. Employees who are regulated under Department of Transportation will have an assessment completed by a Substance Abuse Professional (SAP) as outlined under DOT Order 3910

· Contract shall have qualified substance abuse providers and qualified SAP under DOT Order 3910

· Contract shall comply with DOT order 3910 for any DOT regulated employees

9.2.2 The Contractor will support located recommended treatment/education and monitor their compliance. As well as provide support to agency and employee on their return-to-work support.

9.2.3 The Contractor will provide an employee’s treatment recommendation(s) (only on DOT referral), compliance, and progress to the Agency with the appropriate signed release of information.

9.2.4 All DFW and DOT referrals will be managed by National Call Center Workplace Support Team

9.2.5. The Contractor shall ensure that confidentiality of test results and related medical treatment and rehabilitation records are maintained in accordance with Federal Regulations.

9.2.6. EAP shall not be involved in the collection of urine samples or the initial reporting of test results.

10.0. Outreach.

The Contractor shall provide outreach to promote program benefits through orientations, educational presentations, marketing, and campaigns

10.1. Program Promotion - The Contractor shall provide standard promotional materials with USACE contact information and logo. Promotional materials such as brochure, flyer and posters will be co-branded with contractor and USACE.

10.1.1 Standard materials will be emailed to the USACE COR and Technical POC, to keep agency costs down and to align with governmental green efforts

10.1.2 Any customization of promotional materials will be at the expense of the Agency.

10.1.3 Limited print materials will be provided for start of the contract, and for, planned annual events such as health fairs and periodic program orientations. This amount should not exceed:

· One (1) brochure per employee per contract year

· Twenty (20) percent of employee population in commination of brochure and flyers for use at health fairs and orientations per contract year.

10.1.4. Additional material requests will be at the expense of the Agency

10.1.5. The Contractor shall ship printed promotional materials to select major command offices for Agency to distribute.

10.2. Campaigns and Routine Program Promotion. The Contractor shall provide monthly electronic campaigns to promote the program. Monthly campaigns are on various health and wellness topics. The Contractor shall also disseminate electronic tip sheets and informational resources during times of crisis or when issues arise that impact federal employees (e.g., furloughs). The Contractor shall provide co-branded logo materials. Additional customization of the promotional materials can be done at the expense of the government.

10.3. Supervisor and Employee Orientations

The Contractor shall provide supervisor and employee orientations to inform the Agency about the range of services offered.

10.3.1. During the supervisor orientation, supervisors learn about their roles and responsibilities for the successful implementation and utilization of the program, including techniques and procedures for referring employees to the program.

10.3.2. During the employee orientation, employees receive information about how to access the program and the range of services offered.

10.3.3. Supervisor and employee orientations are available online via the website and can be viewed at any time.

10.3.4. At program start up and throughout the life of the agreement, the Agency and Contractor negotiate the manner in which orientation sessions are delivered (in-person, telephonically, and/or online). As a general guideline and where geographically feasible, The Contractor will provide in- person orientations when there are at least 15 people attending.

10.3.5. In locations with multiple federal agencies, The Contractor will encourage joint orientation sessions.

10.3.6. The Contractor shall receive a minimum 30-day’s notice prior to a scheduled presentation or orientation

10.3.7. An orientation not done by Onsite Field Consultants at their own location will be on a fee for service

10.3.8. Contractor will Co-branding orientation and handout at the expense of the government. Orientation recorded on the contractor website will not be co-branded.

10.4. Educational Presentations, Seminars, and Health Fairs:

The program provides a variety of educational presentations and seminars, many of which are available online. Presentations and seminars provide information regarding behavioral health, emotional well-being, and everyday work or life concerns, and are a vehicle for promoting other services.

10.4.1. The Contractor has a nationwide network of presenters with experience in public speaking in various specialty areas.

10.4.2. The Contractor representatives shall also participate in agency-sponsored health fairs. The manner in which educational presentations or seminars are delivered (in-person, online, and/or telephonically) will be negotiated by the Agency and Contractor.

10.4.3. In-person presentations and seminars will be provided for a minimum of 15 persons.

10.4.4. In locations with multiple federal agencies, the Contractor will encourage joint presentations and seminars.

10.4.5. To maximize effectiveness, it is suggested that agencies work with the Contractor to plan effective outreach.

10.4.6. The Contractor shall receive a minimum 30-day’s notice prior to a scheduled presentation, seminar, or health fair. If the Contractor receives less than a 30-day’s notice, the Contractor will make its best effort to meet the request of the Agency, but the Contractor shall not guarantee that the request can be met.

10.4.7. Presentations and seminars materials will be provided to the Agency via email. NOTE: Educational presentations and seminars are not intended to replace or satisfy internal agency training requirements or presidential initiatives, and attendance cannot be mandated. Program participation at an agency health fair falls under the category of an educational presentation.

10.4.8. Educational Presentations, Seminars, and Health Fairs not done by Onsite Field Consultants at their own location will be on a fee for service

10.4.9. Contractor will Co-brand presentation and seminars and handout at the expense of the government. Presentation and seminar recorded on the contractor website will not be co-branded.

11.0 Quality

11.1. The Contractor shall be responsible for assuring that counselors are available to meet with employees and their family members at a mutually agreeable time.

11.1.1. The Contractor shall ensure that initial appointments are made and conducted in a timely manner.

11.1.2. Emergency situations shall be responded to immediately, using the most appropriate resources available. Clinically urgent situations shall be responded to within 24 hours of contact.

11.1.3. The Contractor shall provide necessary coverage through the efficient assignment of qualified staff. Additional affiliate coverage may, at the contractor’s discretion, be utilized to ensure that employees are seen within a reasonable distance and commuting time from the client’s home or worksite when services are to be delivered face-to-face. All counseling sessions will be provided at private offices within 10 miles for urban areas, 25 miles for suburban areas and 40 miles for rural areas in relation to the employee’s worksite and/or residence.

11.1.4. The Contractor shall notify the agency when the duty-to-warn is invoked because the stated intended victim is an employee of or connected to the Agency, consistent with applicable law.

11.1.5. The Contractor shall ensure that awareness of the Agency resources is offered. The Agency shall provide resource awareness to the Contractor.

11.1.6. The Contractor will promptly provide information when requested by the Agency when the Agency determines the information is needed to resolve issues, customer complaints, and related issues, exclude Protective Health Information (PHI).

11.1.7. Information Released to Supervisors. The Contractor shall be bound by the laws of confidentiality and shall not discuss specific clinical information with the referring supervisor unless the client has signed a release of information form authorizing the release of specific information. The Contractor shall ensure that information about an employee’s visit to the EAP will not be released to a supervisor without the employee's written consent, regardless of the nature of the referral, Employees are not compelled or required to release information about their visits to the EAP to supervisors.

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

11.1.9. Client Satisfaction Survey: The Contractor shall distribute a Client Satisfaction Survey to all clients who use the EAP. At the end of the EAP counseling/problem solving process, the Contractor shall e-mail client satisfaction surveys to each client utilizing the program. The Contractor shall tabulate and provide statistical report on a quarterly basis

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

12.0 Emergency Planning:

12.1. If the Contractor is impacted by a natural or man-made disaster, services shall remain uninterrupted. The program’s Continuity of Operations Plan (COOP) includes moving the National Service Center to alternate sites, transferring functions to designated off-site offices, protocols for communication, and the ability to mobilize and utilize staff that is geographically dispersed.

12.1.1.A disaster recovery plan provides for prompt telecommunication and MIS coverage, enabling access to and by call service center personnel, preferably from an alternate location when failure occurs at the primary service center site. An automated call tracking system is used for real-time tracking and management of call volume of the call service center.

12.1.2 Within twenty-four (24) hours of any disaster, the Contractor shall notify the COR or other designated official. The COR or designee may require additional written information and/or ad hoc written reports about the critical incident and response

Contractors shall be notified at least 3 business days in advance of any cancellation of presentations, seminars, orientations, or health fairs. Any cancellation of a presentation, seminar, orientation, or health fair without 3 business days’ notice will be charged the full costs.