ESBD_356861_1713797803026_HHS0014125_ HHS Employee Assistance Program (EAP).pdf

PCS 550 HHS RFP

Version 2.10 Revision Date 09/12/2023

RFP No. HHS0014125 Page 1 of 60

Cecile E. Young, Executive Commissioner

Request for Proposals (RFP) for

HHS Employee Assistance Program (EAP) RFP No. HHS0014125

Date of Release: April 22, 2024 Responses Due: May 21, 2024, by 10:30 a.m. Central Time

915-05 *Answering and Paging Services

915-49 *High Volume, Telephone Call Answering Services

948-07 Administration Services, Health

952-21 Counseling Services

952-38 Employee Assistance Programs, Including Unemployment Compensation Administration Services and Try-out Employment

952-85 Support Services

958-56 Health Care Management Services, Including Managed Care Services

961-75 Translation Services, All Languages

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TABLE OF CONTENTS

Article I. Executive Summary, Definitions, and Authority

1.1 Executive Summary

1.2 Definitions

1.3 Authority

Article II. Scope of Work

2.1 Statement of Work

2.1.1 General Information

2.1.2 Services Implementation Plan

2.1.3 Work Requirements

2.1.4 Performance Measures and Associated Remedies

2.1.5 Payment Terms

2.2 Contract Award and Term

2.2.1 Contract Award and Execution

2.2.2 Contract Term

2.3 No Guarantee of Volume, Usage or Compensation

2.4 Governmental Agencies

Article III. Administrative Information

3.1 Schedule of Events

3.2 Ambiguity, Conflict or Discrepancy

3.3 Inquiries

3.3.1 Sole Point of Contact

3.3.2 Prohibited Communication

3.3.3 Exception to Sole Point of Contact

3.3.4 Solicitation Questions

3.4 Pre-proposal Conference

3.4.1 Attendance

3.4.2 Conference Logistical Information

3.4.3 Questions at Pre-Proposal Conference

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3.5 Solicitation Response Composition

3.5.1 General Information

3.5.2 Page Limit and Supporting Documentation

3.5.3 Discrepancies

3.5.4 Exceptions

3.5.5 Assumptions

3.5.6 Binding Offer

3.6 Solicitation Response Submission and Delivery

3.6.1 Deadline

3.6.2 Submission Option

3.6.3 Submission Checklist

3.6.4 Labeling and Delivery for USB Submission and Other Materials

3.6.5 Modifications and Withdrawals

Article IV. Solicitation Response Evaluation and Award Process

4.1 Conformance with State Law

4.2 Best Value Determination

4.2.1 Selection Methodology

4.2.2 Minimum Qualifications

4.2.3 Initial Compliance Screening

4.2.4 Written Solicitation Response Evaluation

4.2.5 Written Response Evaluation Criteria

4.2.6 Best and Final Offer (BAFO)

4.2.7 Final Written Response Score

4.2.8 Summary of Best Value Determination

4.3 Questions or Request for Clarification

Article V. Narrative/Technical Proposal

5.1 Narrative Proposal

5.1.1 Executive Summary

5.1.2 Demonstrated Ability, Qualifications and Experience

5.1.3 Project Work Plan

5.2 Technical Proposal

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5.2.1 Technology Architecture

5.2.2 Security Management

5.2.3 Disaster Recovery Plan

Aricle VI. Required Respondent Information

6.1 Company Information

6.1.1 Company Narrative

6.1.2 Company Profile

6.2 Franchise Tax – Right to Transact Business in Texas

6.3 References

6.4 Major Subcontractor Information

6.5 Affirmations and Certifications

6.6 Other Reports

6.6.1 Dun and Bradstreet Reports

6.6.2 Financial Statements and Financial Solvency

6.6.3 Alternate Report

6.7 Corporate Guarantee

6.8 HUB Subcontracting Plan

6.9 Secretary of State Certification

6.10 EIR Accessible Products and Services

6.11 VPATS or Accessibility Conformance Report

Article VII. Cost Proposal

7.1 Cost Proposal

Article VIII. General Terms and Conditions

8.1 General Conditions

8.1.1 Changes, Modifications, and Cancellation

8.1.2 Offer Period

8.1.3 Costs Incurred

8.1.4 Contract Responsibility

8.1.5 Public Information Act - Respondent Requirements Regarding Disclosure

8.1.6 Respondent Waiver – Intellectual Property

8.1.7 Standards of Conduct for Vendors

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8.1.8 Disclosure of Interested Parties

8.2 Insurance

8.2.1 Required Coverage

8.2.2 Alternative Insurability

8.3 Protest

Article IX. List of Exhibits, Forms and Attachments

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ARTICLE I. EXECUTIVE SUMMARY, DEFINITIONS, AND AUTHORITY

1.1 EXECUTIVE SUMMARY

The Texas Health and Human Services Commission (HHSC), seeks an Employee Assistance Program (EAP) to provide Statewide professional services in accordance with the specifications contained in this Request for Proposal (RFP). HHSC’s mission for this procurement is to provide a confidential resource and safe environment to assist HHS employees with issues that may impact their job performance or work behavior. The EAP will be a resource to assist HHSC and the Texas Department of State Health Services (DSHS) with promoting emotional health and wellness at work and at home. The approximate number of employees (headcount) at HHS is 41,207.

The objectives for this procurement are to secure an EAP contractor (Contractor) to:

a. Provide a broad scope of services to include high quality assessments, short-term counseling, referrals, and follow-up services for long-term counseling to Participants utilizing EAP services;

b. Provide services with consideration given to the fact that HHS employees consist of persons who speak languages other than English, including but not limited to: Spanish, Vietnamese, French, Hindi, Korean, and Arabic; persons with a variety of cultural, ethnic, and religious backgrounds; and persons with disabilities;

c. Promote emotional health and wellness at work and at home;

d. Provide access to a variety of services as listed in this RFP;

e. Provide employees and supervisors with tools to effectively manage work and personal issues; and

f. Provide supportive, professional, confidential, and timely assistance.

HHSC PCS will administer the procurement process for this Solicitation, which includes RFP publication, handling of communications from vendors, as well as managing the receipt of Solicitation Responses for review and evaluation.

To be considered for award, a Respondent must execute Exhibit A, HHS Solicitation Affirmations Version 2.4 and provide all other required information and documentation as set forth in this Solicitation.

Information regarding HHSC or DSHS and its programs is available online and can currently be accessed at: https://www.hhs.texas.gov/

1.2 DEFINITIONS

Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4, for additional definitions.

As used in this Solicitation, unless a different definition is specified or the context clearly indicates otherwise, the following terms and conditions have the meanings assigned below:

“AA or Level AA” means the level of compliance that the guidelines comply with. Guidelines are developed by Web Accessibility Initiative (WAI) and also list versions series.

https://www.hhs.texas.gov/

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“Accessibility” means people with disabilities can access the same information and perform the same functions as anyone else. Accessibility products must be:

a. Perceivable - content available to most senses;

b. Operable - usable by keyboard, mouse, voice;

c. Understandable - readable, predictable, instructions provided; and

d. Robust - works with a variety of users and assistive technology (any item, piece of equipment, or system, whether acquired commercially, modified, or customized, that is commonly used to increase, maintain, or improve functional capabilities of individuals with disabilities).

To achieve accessibility, all electronic documents, websites, and other forms of information technology provided by the Respondent to meet this Contract must comply fully with all provisions of Section 508 of the 1973 Rehabilitation Act; 36 C.F.R. Part 1194 and Section 255 of the Telecommunications Act of 1934, as amended by 47 U.S.C §255. Web based applications, web sites, and other electronic documents conforming to all Level A and Level AA of the Web Content Accessibility Guidelines 2.0 published by the World Wide Web consortium shall be considered to meet the requirements of Section 508 of the 1973 Rehabilitation Act. Additional information is available in Exhibit M, Uniform EIR Accessibility Clause.

Per Texas Administrative Code Title 1 Part 10, Chapter 213 §213.18. - Credible evidence of the vendors ability to produce accessible EIR products and services is required, this may include vendor’s internal accessibility processes and policies, contractual warrantees for accessibility, and/or examples of prior work where accessible products and/or services were provided. For any software, websites, or software as a service that will be provided to HHS as part of the contract Accessibility Compliance Reports or VPATs must be provided.

“Addendum” means a written clarification or revision to this Solicitation issued by HHSC PCS and posted to the ESBD.

“Award Consideration (AC) Documents” means documents Respondent must submit as part of the Solicitation Response to be considered for negotiations or award.

“Contract” means the Signature Document, these Uniform Terms and Conditions, along with any Attachments, and any Amendments, purchase orders, or Work Orders that may be issued by the System Agency, to be incorporated by reference for all purposes.

“Contract Term” Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4, for additional definitions.

“Contractor” Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4, for additional definitions.

“DSHS” means the Department of State Health Services.

“Desk Review” means a monitoring process to review information and documents to validate compliance with contract requirements.

“Employee Assistance Program (EAP)” means a confidential workplace service that helps employees deal with work-life stressors, improve lifestyle, better physical and mental health, poor morale, family issues, financial concerns, relationship problems, and even drug or legal https://www.section508.gov/manage/laws-and-policies/ https://www.ecfr.gov/current/title-36/chapter-XI/part-1194 https://www.fcc.gov/consumers/guides/telecommunications-access-people-disabilities#%3A%7E%3Atext%3DFCC%20rules%20under%20Section%20255%2Csuch%20access%20is%20readily%20achievable https://www.fcc.gov/consumers/guides/telecommunications-access-people-disabilities#%3A%7E%3Atext%3DFCC%20rules%20under%20Section%20255%2Csuch%20access%20is%20readily%20achievable https://texreg.sos.state.tx.us/public/readtac%24ext.TacPage?sl=T&app=2&p_dir=P&p_rloc=197302&p_tloc&p_ploc=1&pg=16&p_tac=197302&ti=1&pt=10&ch=213&rl=19&z_chk=3057342

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RFP No. HHS0014125 Page 8 of 60 concerns. It’s available to both employees and their families to help workers remain productive at work. Employees have a confidential place to go with their personal problems. It also helps employees deal with stressors — from drug abuse to legal problems, including, but not limited to, drug abuse and legal problems.

“Employee(s) and Employee(s)’ Dependent(s)” (Participant) means the following individuals who are eligible for EAP services:

a. An employee of HHS;

b. An HHS employee’s spouse (including common law spouse); or

c. An HHS employee’s dependent child (including natural/biological child, adopted child, stepchild, foster child, legal ward/guardian) who is twenty-six (26) years of age or younger, and

1. Resides in the same household; or

2. Does not reside in the same household, but is covered under a Qualified Medical Support Order;

d. An HHS employee’s disabled dependent child who is eligible for health insurance coverage under the Group Benefit Plan administered by the Employees Retirement System of Texas (ERS); or

e. An individual whom an HHS employee is legally claiming as a dependent for federal income tax purposes in the current year; or

f. An employee’s child (including natural/biological child, adopted child, stepchild, foster child, legal ward/guardian) of any age who has served or is currently serving in the military.

“Effective Date” has the same meaning as the definition in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions – Vendor, Version 3.4.

“ESBD” means the Electronic State Business Daily, the electronic marketplace where State of Texas bid opportunities over $25,000 are posted. The ESBD may currently be accessed at http://www.txsmartbuy.com/esbd.

“Fiscal Year (FY)” The State Fiscal Year – September 1 through August 31 of each year.

“Final Written Response Score” refers to the final scoring of the written response as documented in the Solicitation.

“HHS” means the Health and Human Services. HHS includes HHSC and DSHS agencies.

“HHSC” has the same meaning as the definition in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions – Vendor, Version 3.4.

“HHSC PCS” means Procurement and Contracting Services (PCS), a division of HHSC.

“HUB” has the same meaning as the definition in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions – Vendor, Version 3.4.

“HUB Subcontracting Plan” or “HSP” means written documentation regarding the use of subcontractors, which is required to be submitted with all responses to state agency contracts with http://www.txsmartbuy.com/esbd

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RFP No. HHS0014125 Page 9 of 60 an expected value of $100,000 or more where the state agency has determined subcontracting opportunities are probable. The HSP subsequently becomes a provision of the awarded Contract and shall be monitored for compliance by the state agency during the term of the Contract.

“Participant” means the individual receiving services provided by Contractor. See also “Employee(s) and Employee(s)’ Dependent(s)” “Portal” means a website or webpage that provides access to Participants records, links, and sites.

“PHI” means Protected Health Information, the HIPAA Privacy Rule provides federal protections for personal health information held by covered entities and gives patients an array of rights with respect to that information.

“Provider” means one that provides direct services and/or on behalf of Contractor (counselors, trainers, affiliates, etc.).

“Respondent” means the individual or entity responding to this Solicitation.

“Solicitation” has the same meaning as the definition in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions – Vendor, Version 3.4.

“Solicitation Consideration (SC) Documents” means documents that must be submitted by Respondent with the Solicitation Response in order to be considered for evaluation and cannot be resubmitted or have errors remedied after the submission due date and time in the Schedule of Events has passed.

“State” means the State of Texas and its instrumentalities, including HHSC or DSHS, and any other state agency, its officers, employees, or authorized agents.

“TX-RAMP” means the Texas Risk and Authorization Plan established by DIR that provides a standardized approach for security assessment, authorization, and continuous monitoring of cloud computing services that process the data of a state agency. To become TX-RAMP certified, entities must submit prescribed documentation to DIR. Information regarding TX-RAMP is currently located at: https://dir.texas.gov/texas-risk-and-authorization-management-program-tx-ramp.

“VPTS” means Vendor Performance Tracking System, as defined under Section 2262.055 of the Texas Government Code and Title 34 of the Texas Administrative Code Part 1, Chapter 20, Subchapter B, Division 2, Rule §20.115 and Subchapter F, Division 2, Rule §20.509.

“W3C” means World Wide Web Consortium. The W3C is the standards governing body for all web technologies.

“WAI” means Web Accessibility Initiative which is a program within the World Wide Web Consortium (W3C) that develops the guidelines.

“WCAG” means Web Content Accessibility Guideline. Reference guidelines for accessibility requirements for Federal 508, HHS Policy, ISO and Texas HHS Accessibility Center - EIR Accessibility Policy, Chapter 11. Federal 508 also includes additional requirements for hardware and communications technologies and extends the WCAG guidelines to apply them to software.

https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2262.htm#2262.055 https://texreg.sos.state.tx.us/public/readtac%24ext.TacPage?sl=R&app=9&p_dir&p_rloc&p_tloc&p_ploc&pg=1&p_tac&ti=34&pt=1&ch=20&rl=115 https://texreg.sos.state.tx.us/public/readtac%24ext.TacPage?sl=R&app=9&p_dir&p_rloc&p_tloc&p_ploc&pg=1&p_tac&ti=34&pt=1&ch=20&rl=509 https://accessibility.hhs.texas.gov/policy_htm/ch11.htm https://accessibility.hhs.texas.gov/policy_htm/ch11.htm

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1.3 AUTHORITY

HHSC is soliciting the services stated in this Solicitation under of the authority Texas Government Code § 2155.061.

ARTICLE II. SCOPE OF WORK

2.1 STATEMENT OF WORK

2.1.1 General Information

Health and Human Services (HHS) provides an Employee Assistance Program (EAP) for its Employees and their family members. HHS recognizes that a variety of personal problems can disrupt Employees’ personal and work lives and professional assistance may be needed.

The EAP is available to Participants; and offers problem assessments, short-term counseling, referrals to appropriate community services, and referrals for long-term counseling. The EAP provides confidential access to professional counseling, training and educational services for help in confronting such personal problems, including but not limited to, work stress, alcohol and other substance abuse, marital and family difficulties, financial or legal matters, and emotional distress.

The State Employee Health Fitness and Education Act [1983], as codified in Chapter 664 of the Texas Government Code, authorizes state agencies to establish wellness programs which may include an EAP. An EAP must be designed to assist organizations in addressing productivity issues by assisting Employees in identifying and resolving personal and work-related concerns. These concerns include: health, marital, work, family, financial, alcohol and other substance abuse, legal, emotional, stress; and other personal issues that may affect job performance.

Through the EAP, Participants can confidentially, and without charge, utilize services including, but not limited to:

a. Toll-free, 24-hour help line(s), seven (7) days a week, 365 days per year, telephonic access to professional counselors for consultation, referral, and crisis management;

b. Professional assessment of issues related to mental health, substance abuse, the workplace, and other challenges in living such as: family and/or marriage counseling, depression, stress, gambling addiction, financial difficulties, anger management, coping with change, natural disasters, and workplace violence;

c. Face-to-face, short-term focused counseling for individuals and families; up to a maximum of six (6) counseling sessions per issue for the purpose of identifying areas of concern and for problem-solving. Counseling sessions may be in-person, by phone, or virtual, upon discretion of the Participant;

d. Referral for additional services, including referrals to long-term counseling professionals as needed;

e. Promotional and educational materials covering a range of emotional, family, work, and living skills;

f. Education and training opportunities related to life and work issues;

https://statutes.capitol.texas.gov/Docs/GV/htm/GV.664.htm https://statutes.capitol.texas.gov/Docs/GV/htm/GV.664.htm

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g. Critical Incident Stress Debriefings

h. Access to HHS Participant Portal through Contractor’s website and/or application that can be accessed from a mobile application or web browser.

i. Availability to text, instant message, and communicate via email.

j. Services available through video conferencing.

k. EAP work-site services for supervisors, managers, and human resource professionals when in need of professional assistance and advice.

The EAP is strictly confidential and is designed to safeguard the Participant’s privacy and rights.

All providers are expected to be guided by multiple ethical codes governing professional counselors and EAP providers. (Ethics - Texas Counseling Association (txca.org).

2.1.2 Services Implementation Plan

2.1.2.1 Transition Plan

HHSC expects a transition plan of EAP services from the incoming Contractor immediately after Contract Execution and prior to implementation of the new contract. The transition plan should include, but is not limited to:

a. Process ensuring Participants have continued full access to all EAP services;

b. Defined responsibilities of all parties; and

c. Contact information.

Contractor must collaborate with HHSC in the development of the plan and HHSC must approve the plan before it is implemented. In addition, HHSC expects the current Contractor to collaborate to ensure a seamless transition with any future EAP contractor.

The incoming Contractor must provide EAP services defined in this RFP to Participants for issues effective at the start of the Contract or on a date determined by HHSC even if all transition items have not been completed. This is to ensure there is no break in service for Participants during Contractor transition.

The key objectives of the EAP Services Implementation Plan are:

a. EAP services will continue without interruption in services;

b. Counseling sessions will continue for Participants with the same Provider without interruption;

c. The 24-hour help line(s) number answered by trained licensed counselors;

d. Contractor website will be available for HHS employees with customer login/password and a customized website landing page for administrative use and available within 45 calendar days of Contract Execution;

e. Electronic promotional material specific to HHS will be available within thirty (30) calendar days of Contract Execution with an associated communication and messaging plan;

f. A needs assessment will be conducted to customize implementation and the program to meet Participants and HHS needs;

https://www.txca.org/ethics.php

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g. Contractor will define needs, goals and objectives, review policies and procedures, schedule program deadlines, define a marketing approach in accordance with HHS's current culture and climate;

h. All relevant systems and processes required to provide EAP services to HHS should be in place prior to the Contract effective date;

i. Contractor’s service center is equipped to receive calls of any nature from members (Employees, referrals, key wellbeing stakeholders);

j. Avail Participants of current HHS services, resource and referral information;

k. Contractor’s communication and awareness or engagement material is with HHS HR, HHS EAP administrators, and other HHS personnel for distribution to Employees;

l. The framework of orientation, training, events, meetings and reporting is established within three (3) months of Contract Execution and within three (3) months prior to each calendar year; and

m. The management of the program is fully established to deal with scheduled, unexpected, and ad-hoc events.

2.1.2.2 On-Site Overview

Within the first thirty (30) calendar days after Contract Execution, at a mutually agreed upon time, Contractor will present an on-site, condensed overview of the EAP to key HHS stakeholders. The overview will provide key stakeholders with a description of the EAP services; its benefits, its impact on working conditions, and how Participants access services.

2.1.2.3 Informational Campaign

Within the first thirty (30) calendar days after Contract Execution, at a mutually agreed upon time, Contractor will conduct an informational campaign. Contractor shall provide:

a. An EAP orientation for employees in electronic accessible format.

b. Education strategy and distribution of pamphlets, brochures, posters, wallet cards (the minimum number of pamphlets, brochures and wallet cards needed on an annual basis will be the number of employees in each HHS agency plus twenty percent (20%) to be used for newly hired employees); and

c. Informational website that complies with WCAG 2.0 AA and includes all information provided through the pamphlets, brochures, posters and wallet cards mentioned above.

d. Informational materials in English and Spanish, including large print and accessible electronic format or braille format; and

e. Printed materials provided in an accessible format, for example, in large print, accessible electronic or mobile application.

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2.1.3 Work Requirements

The services defined and described herein are the minimum HHS will require Contractor to perform. Contractor will provide services with consideration given the fact that HHS agencies include persons of diverse language (English, Spanish, French, Korean, Arabic, Mandarin, Vietnamese, and others), cultural, ethnic, religious backgrounds, and persons with disabilities. All services provided must comply with Section 508 of the Rehabilitation Act and the American Disabilities Act (ADA). Contractor, subcontractors and affiliates have to abide by all State and federal provisions related to the data privacy rights of Participants and confidentiality as required by law concerning the relationship between Contractor, subcontractors, affiliates and Participants.

HHSC must be notified of modifications or improvements to the contracted services at least sixty

(60) days prior to implementation and with sufficient time, to be agreed upon by HHSC and Contractor, and for HHSC to evaluate compliance with the requirements of the Contract. Approval from HHSC Contract Manager will be required for implementation of updates. Sample of updates include, but are not limited to reporting formats and content, service processes, topics for training sessions, etc.

2.1.3.1 Direct Services

Services shall include short-term counseling, assessment and/or referral when indicated, and training and education services.

Contractor will provide:

Direct Services

a. Initial assessment and/or referral services. Referral information should be provided within forty-eight (48) hours from the first EAP contact.

b. Short-term counseling and referral services related, but not limited to:

1. Substance abuse;

2. Marital/family problems;

3. Psychological/emotional problems;

4. Financial problems;

5. Legal concerns;

6. Vocational problems; and

7. Health-related problems.

c. Training and educational seminars across the state as requested.

d. Ensure compliance with Section 508 of the 1973 Rehabilitation Act.

https://www.section508.gov/ https://www.ada.gov/ https://www.ada.gov/

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2.1.3.2 24-Hour Help Line(s)

Contractor will provide two (2) toll-free helplines, on a 24-hour basis with trained licensed counselors answering the helpline seven (7) days a week, 365 days per year.

Help Line

a. One of the helplines should be designated as a Teen helpline.

b. Provide a variety of relay service options for deaf/hard of hearing, and/or speech-impaired Participants.

c. Contractor will be required to follow up after initial helpline contact within 48 hours to ensure Participant was provided with appropriate resources and support.

d. Ensure compliance with Section 255 of the Telecommunications Act.

2.1.3.3 Trained Counselors

Staff delivering counseling services must have at least a master’s degree from an accredited college or university in a behavioral science, counseling, psychology, social work, and certified and licensed in their particular licensing specialization such as addictions counseling, and must be licensed or certified by one or more of the following State regulating agencies and/or as required per specialized field (may include national certifications):

a. Texas Medical Board

b. Texas State Board of Examiners of Psychologists

c. Texas State Board of Social Workers Examiners

d. Texas State Board of Examiners of Professional Counselors

e. Texas State Board of Examiners of Marriage and Family Therapists

f. Texas Department of State Health Services

Exception to the master’s degree requirement may be made for licensed, accredited, or certified staff in fields requiring specialized knowledge, training, and expertise obtained through professional training programs that do not award academic degrees. Exceptions include, but are not limited to, Certified Alcoholism and Drug Abuse Counselor (CADAC). Other exceptions must be approved in advance by HHSC.

Staff delivering counseling must have a minimum of two (2) years of practical related work experience.

Contractor will:

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Trained Counselors

a. Recruit and ensure counselors meet the education and professional experience described in this section.

b. Maintain a network of qualified counselors who meet the education and professional experience described in this section.

c. Ensure that staff delivering counseling services comply with the ADA and that electronic information or resources are provided conformant with WCAG 2.0 AA.

d. Provide an annual list of all affiliates/providers utilized for services to the HHSC Contract Manager, within thirty (30) calendar days prior to the end of each operational year, to select a sample for licensing verification.

e. Develop a procedure to conduct due diligence to ensure counselors providing services have appropriate credentials and are not involved in malpractice, pending legal cases, legal actions, etc.

2.1.3.4 Counseling

Contractor will make available a maximum of six (6) counseling sessions per issue for the purpose of identifying areas of concern and for problem-solving. No limit to the number of issues for which Participants can request counseling services.

Counseling

a. Counselors within all cities listed in Section 2.1.3.14 (Place of Performance) and within a reasonable driving distance for Participants who do not reside within geographical boundaries. (HHS prefers that Participants not be required to travel more than 50 miles to receive services).

b. Facilities where counseling services are provided will comply with architectural requirements under the ADA.

c. A list of available counselors to Participants requesting service.

d. Schedule face-to-face counseling sessions or alternative method of communication agreed upon by both parties. Face-to-face sessions are preferred.

e. Primary consideration of the Participant’s preferred mode of communication shall be adhered to when providing services to Participants who are deaf/hard of hearing and/or speech-impaired.

f. Counselors will make available a minimum of forty-five (45) minutes per session.

g. Counseling sessions should be available within three (3) business days of the first contact with the EAP direct services Provider. Attempts should be made by the Contractor to see Participants in need of more urgent care with a referral to a counselor within six (6) business hours and appointment availability within two (2) business days.

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Counseling

h. Participants in crisis will be connected directly by phone to a mental health professional for crisis counseling and in-the-moment telephonic counseling for support.

2.1.3.5 Referrals and Resources

When a referral is indicated, the counselor will assist in locating the most appropriate resource for and in the best interest of the Participant. Additional resources may need to be referred in the event the Participant has exhausted the six (6) sessions per issue, or the service needed is specialized and outside of the counselor’s area of expertise.

Referrals and Resources

a. Provide resources covered by the Participant’s insurance or health coverage should be identified. If Contractor must make a referral out of network the Participant will be notified in writing.

b. Provide Counselors will assist Participants with accessing resources if required.

c. Assist Participants in accessing the resources and will follow up within 48 hours to determine services were received and the appropriateness and usefulness of the service.

2.1.3.6 Critical Incident Stress Debriefings

The EAP Contractor will provide an unlimited number of on-site Critical Incident Stress Debriefings, as needed, for Participants who have experienced job-related critical incidents. Examples of critical incidents include, but are not limited to, death of a family member, employee, or Participant;

employment separation; violence in the workplace such as hostage or bomb threat; work conflict;

workplace accidents; and grief/loss associated with such incidents.

Critical Incident Stress Debriefings

a. Provide clinical mental health debriefing and consultation with HHS Executive Staff following critical incidents affecting public health and/or public safety regarding mental health messaging and staff needs (local and statewide), upon request. HHSC Contract Manager will make the determination, with Contractor’s input, on how the debriefing will be made to HHS Executive Staff. Contractor's clinical manager will be the designated point of contact for executive staff, and Contractor staff (including the clinical manager) will meet with HHS Executive Staff to explore and define expectations and requirements of the executive level debriefing and consultation. In addition, Contractor will assist HHSC Office of Communications with development of messaging to affected staff and

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Critical Incident Stress Debriefings broader audiences (other regional staff, public, media, etc.) in anticipation of, as well as during and after, critical incidents.

b. Provide/facilitate training for HHS agency supervisors regarding critical incident, mental health, and best practices.

c. Ensure that staff-delivering services comply with the ADA and that information, websites and other electronic materials are conformant with WCAG 2.0 AA.

2.1.3.7 Secondary Traumatic Stress Support-Individual or Group Sessions

Contractor will offer in person (with virtual optional if approved by HHS) support services to assist staff and units or divisions in coping with ongoing stress due to work and life related high- risk stress and trauma exposure. Secondary traumatic stress support services may be utilized at any time, with or without a connection to a specific critical incident. Sessions may occur individually or in groups.

Secondary Traumatic Stress Support-Individual or Group Sessions

a. Provide counselors trained in evidence-based practices for trauma and have experience working with high-risk professionals.

b. Allow HHS a twenty-four (24) hour cancellation notice for secondary traumatic stress support sessions.

c. Coordinate with designated HHS staff to announce the sessions and provide resource materials.

2.1.3.8 Education and Information Services

Education and information services are important to promote awareness of the EAP and the related services. Awareness is often promoted through a variety of media to ensure effective communication is accomplished. Promotional and educational materials are to be developed and produced by the EAP Contractor and distributed to agency program contacts within five (5) business days after the request is made. Materials may be tailored to target audiences. Examples of target audiences include, but are not limited to, all Employees, managers, direct care professionals, administrative professionals, executives, et cetera.

Contractor will provide an online resource bank of health and wellness topics, including but not limited to articles, videos, webinars, child and elder care resources, work/life balance resources, and natural disaster recovery assistance.

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In addition, the EAP website will serve as a repository for education and information as a valuable resource for employees.

Education and Information Services

a. Provide the following monthly promotional materials about EAP services approved by HHSC Contract Manager in advance of distribution:

1. Multimedia presentations and posters will be provided to each HHS agency upon request.

2. The minimum number of pamphlets, brochures, posters, and wallet cards needed on an annual basis based on the number of employees in each HHS agency plus twenty percent (20%) to be used for newly hired employees.

3. The text and graphics included in promotional/informational materials to each HHS agency in a format each agency may use to publicize the EAP via interagency e- mail or Intranet or transfer to audio format or any other format deemed necessary by each HHS agency.

4. Maintain and update all materials to ensure information is current and accurate.

b. Provide two monthly newsletters in electronic/email and accessible format, conformant with WCAG 2.00 AA; one tailored for Employees and one tailored for supervisors.

Newsletters should also be available at Contractor’s website for download and for historical purposes, for the duration of the Contract.

c. Provide and maintain a fully functional website for HHS employees to access EAP services information.

1. The website must be compliant with Section 508 of the 1973 Rehabilitation Act.

2. The website must include information specific to the HHS EAP.

3. The website must be user friendly in terms of usability and finding information.

4. Access must be login and password required. User IDs and passwords will be set up for each agency.

5. The homepage of the website must include, but not limited to, the toll-free contact numbers (easily visible to those accessing the site), HHSC point of contact information, program utilization reports, promotional material, and training information. This website must be conformant with WCAG 2.00 AA.

d. Respondent must comply with the accessibility clause, EXHIBIT M, UNIFORM

EIR ACCESSIBILITY CLAUSE

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2.1.3.9 Trainings and Seminars

Trainings and seminars shall cover a wide range of work-life, wellness, and other EAP topics.

HHS staff request on-site trainings or seminars through a coordinated process. On-site trainings/seminars may be sixty (60) to ninety (90) minutes in duration or longer for special events. Services will include customized training programs tailored to the workplace issues associated with HHS core competencies.

Training and seminars must be conducted in a manner that is accessible to staff with disabilities, and all materials presented must be available in a format that is conformant with WCAG 2.0 AA.

Trainings/seminars should include, but are not limited to, the following topics:

a. New Employee EAP Orientation

b. Workplace Issues and Resources

c. Family Issues and Resources

d. Health Issues and Resources

e. Personal Issues and Resources

f. Stress Management

g. Supervisory Topics

h. Health Fairs

Training and Seminars

a. Provide on-site trainings/seminars to HHS employees and supervisors to train and inform them on a variety of topics.

b. The on-site trainings may be presented as web based, classroom, recorded or blended.

c. All training materials must meet ADA and WCAG 2.0 AA guidelines.

d. Provide trainings that address workplace issues and resources specific to the health and social services industry. Contractor will tailor trainings to the audience that support agency-specific business needs.

e. Provide a webinar catalog provided, maintained, and available thru Contractor’s website.

f. Provide a training catalog provided, maintained, and available thru Contractor’s website.

2.1.3.10 Additional Services or Benefits

Contractor may provide additional services to HHS staff that are relevant to improving the quality of life of the Participant(s). If Contractor elects to provide additional services, Contractor shall comply with the following:

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Contractor shall offer work-life services consultations and referrals such as:

a. Legal, financial, and daily living consultation services to Participants to speak to a consultant who can assist with Legal Services, interactive online Simple Will Preparations, Financial Assistance, and ID recovery;

b. Locating resources such as finding care for pets, personal care, travel, home improvement contractors, education, and managing day-to-day responsibilities at home, and at work.

c . Online library of resources including templates and forms.

d. Free consultations, services, and discounts to specialized work-life related services.

Contractor shall provide services with the following requirements:

Work-Life Services Consultation and Referrals

a. Contractor shall provide Participants with access to a qualified individual to assess their situation and provide the Participant with an appropriate referral.

b. For Legal Services one (1) free, thirty (30) minute telephone or in-person consultation per incident or topic with attorneys nationwide specializing in, but not limited to, criminal, civil, and real estate matters. And 25% discount off hourly attorney fees with in-plan attorney referrals. Any applicable costs associated with the referral would be the responsibility of the employee.

c. Free 30-minute telephone consultation per incident with a financial counselor qualified to provide financial advice in the State of Texas or in the appropriate state given the unique circumstances of a given situation to advise on a range of financial issues, such as bankruptcy prevention, debt reduction and financial planning.

d. Free credit monitoring services to Participants who have experienced identity theft.

Credit monitoring services will last for one year per incident.

e. Unlimited online access to legal and financial resources, links, tools, templates and forms (i.e. tax guides, financial calculators, etc.).

f. Contractor shall provide work/life consultants to assist Participants by phone with a wide range of daily living resources, including but not limited to, event planners, home repair, tutors and moving services.

2.1.3.11 Surveys

Contractor is responsible for developing and distributing satisfaction surveys. Surveys must allow the HHS to assess the quality of services provided by Contractor. Information from the surveys must be included in the EAP utilization reports.

Surveys must collect Participant’s demographics and information relevant to the evaluation of EAP services such as:

a. Person Accessing Services (employee, dependent, or both)

b. Agency

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c. Date Service Requested and Received

d. Type of Service Received

e. Ease of Accessing Services

f. Initial Telephone Triage

g. Availability of Appointment

h. Convenience of Location

i. Education Materials

j. Responsiveness, Professionalism, and Knowledge of Provider

k. Referrals

l. Needs Met

m. EAP Contractor Website Navigation

n. Overall Satisfaction

o. Improvement Suggestions

Surveys

a. Customer feedback surveys to Participants to assess the satisfaction of services after each service received (CISD, training, short term, referrals, and other).

b. Surveys which include, at a minimum, the information listed in this section, and the opportunity for comments by the Participant who received Contractor’s services.

c. HHSC Contract Manager will approve the survey method and content. (Surveys may be conducted online or through other methods as appropriate to the Participants).

d. To HHSC Contract Manager electronic copies of surveys within (30) calendar days after the end of each quarter.

2.1.3.12 Reports

Timely and accurate reporting of EAP utilization and customer feedback is crucial to the monitoring and measurement of the success of the HHS EAP. HHSC has an established frequency of reporting that includes quarterly and annual utilization for the different EAP services. Reports are prepared for each HHS agency and a combined report is prepared for HHS. Information collected through assessments, surveys, and other sources must be incorporated into the utilization reports. Refer to Form F, Sample of Agency EAP Quarterly Utilization Report for a sample. The following HHS reporting categories must be included in the quarterly reports:

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a. Demographics of Participants using EAP services

b. Total number and utilization rate for counseling and other EAP services

c. Total number and utilization rate for population by each HHS agency, state supported living centers, state hospitals, and for HHS as a whole

d. Total number and utilization rate specific to Participant’s type (including whether employee, dependent, full-time, part-time, or retiree, etc.) and case status

e. Total number and utilization rate per activity type and primary presenting issues

f. Detailed summary of organizational services performed such as in-service trainings, seminars, and critical incident stress debriefings

g. Total number and percentage of short-term issues that receive six (6) counseling sessions

h. Total number and percentage of issues that are referred for long-term counseling

i. Total number of surveys provided to Participants after completion of counseling and other services

j. Survey responses including comments

All reports and related materials distributed must be accessible in accordance with Section 508 of the 1973 Rehabilitation Act.

Reports

a. Provide specific statistical and evaluative data in the format agreed upon by Contractor and HHSC Contract Manager.

b. Provide accurate EAP Quarterly Utilization and Summary Reports for each of the HHS agencies and for HHS as a whole.

1. At a minimum, Contractor will provide report categories detailed in this Section.

2. Quarterly EAP utilization reports must include quarterly and cumulative fiscal year-to-date totals and are due within thirty (30) calendar days after end of each quarter.

c. Provide accurate Annual EAP Utilization and Summary Reports, including interpretation of data and recommendations. Annual EAP Utilization and Summary Reports are due within forty-five (45) calendar days after fiscal year end.

d. Provide reports by email in an electronic format that is conformant with WCAG

2.0 AA. Reports will be available to HHS at the HHS EAP website maintained by Contractor for downloading and for historical purposes, for the duration of the Contract.

e. Meet with HHS quarterly, to review the EAP utilization report data.

2.1.3.13 Grievance Procedure

Contractor shall have a formal operational grievance procedure to be distributed to Participants.

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Grievance Procedure

a. A formal grievance procedures to Participants at the time services are provided.

b. Resources and contact information for Participants to provide their complaints and grievances to Contractor regulating entities with appropriate jurisdiction and to HHSC Contract Manager.

c. All grievances must be resolved within thirty (30) days of the complaint.

2.1.3.14 Place of Performance

Services will be available to Participants in all cities identified below and within a reasonable commuting distance of Participants who do not reside near the geographical boundaries of the cities identified below. HHS prefers that Participants not be required to travel more than 50 miles to receive services.

Locations where Contractor will have counseling services available to Participants include, but are not limited to, the following Texas cities and their surrounding areas:

• Abilene • Edinburg • Plano

• Amarillo • El Paso • Pollok

• Arlington • Fort Worth • Richmond

• Athens • Fredericksburg • Rio Grande City

• Austin • Galveston • Rosenberg

• Bastrop • Harlingen • Round Rock

• Beaumont • Houston • Rusk

• Big Spring • Kerrville • San Angelo

• Brenham • Killeen • San Antonio

• Brownsville • Laredo • San Marcos

• Brownwood • Longview • Sherman

• Bryan • Lubbock • Shreveport

• Carlsbad • Lufkin • Temple

• Cleburne • McAllen • Terrell

• College Station • Mexia • Texarkana

• Conroe • Midland • Tyler

• Corpus Christi • Mission • Uvalde

• Dallas • Nacogdoches • Vernon

• Del Rio • Odessa • Victoria

• Denton • Paris • Waco

• Eagle Pass • Pharr • Wichita Falls

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2.1.3.15 Quality Management Plan

Contractor shall submit, implement, and maintain a Quality Management Plan (QMP) including an overall approach for a comprehensive, continuous, and measurable quality management program. The plan must embody Contractor endorsement of the fundamental importance of quality by promoting, reinforcing, and acknowledging quality management activities.

Quality Management Plan

a. Submit, a Quality Management Plan within thirty (30) calendar days after Contract Execution; and annually thereafter within thirty (30) calendar days prior to the end of each operational year.

b. The plan must include, but is not limited to, the following:

1. Strategies and processes to promote quality;

2. Procedures to periodically measure and report quality performance to HHSC Contract Manager throughout the Contract Term;

3. The frequency within which Contractor conducts internal audits and engages external auditing firms to conduct audits of its operations; and

4. Supply the HHSC Contract Manager copies of all internal and external quality assurance audit reports when developed or received by Contractor.

c. Perform quality assurance/quality control (QAQC) reviews in accordance with Contractor’s QMP.

d. Address any deficiencies identified in the QAQC reviews and provide resolution.

e. Include provisions in all its subcontractor contracts to ensure subcontractors understand their responsibility for complying with QMP requirements.

f. Provide QMP files auditable and available to HHSC upon request.

2.1.3.16 Security Management Plan

Contractor must provide a comprehensive Security Management Plan that provides adequate protection of sensitive HHS employee information.

The plan must be in compliance with the requirements described in:

a. Federal Information Security Management Act (FISMA) (PL107-347, Title III, Section 301);

b. OMB M-06-16 as it applies to electronic storage and transport of Personally Identifiable

Information (PII) between systems and the internal processing of records;

c. National Institute of Standards and Technology Special Publication 800-53 Rev.4; and

Health and Human Services (HHS)…