ESBD_File_336434_HHS0013654 DFPS Employee Assistance Program RFP.pdf

PCS 550 HHS RFP RFP No. HHS0013654 Page 1 of 62 Version 2.10 (09/12/2023)

Stephanie Muth, DFPS Commissioner

Request for Proposals (RFP) for

DFPS Employee Assistance Program (EAP)

RFP No. HHS0013654

Date of Release: September 22, 2023

Responses Due: October 20, 2023 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. Introduction, Definitions, and Authority

1.1 Introduction

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 Direct Services

2.1.5 24-Hour Help Line

2.1.6 Counseling

2.1.7 Trained Counselors

2.1.8 Referrals and Resources

2.1.9 Critical Incident Report Support Services

2.1.10 Secondary Traumatic Stress Support-Individual or Group Sessions

2.1.11 Tele-Language Service

2.1.12 Legal Assistance

2.1.13 Financial Assistance

2.1.14 ID Recovery

2.1.15 Nationwide Transportation Reimbursement

2.1.16 Education, Training, and Information Services

2.1.17 Trainings and Seminars

2.1.18 Special Services

2.1.19 Surveys

2.1.20 Continuous Quality Assurance

2.1.21 Information Security Management Plan

2.1.22 Disaster Recovery and Business Continuity Plan

2.1.23 Place of Performance

2.1.24 Key Personnel

2.1.25 Costs

2.1.26 Performance Measures and Associated Remedies

2.1.27 Service Level Agreement Table

2.1.28 Deliverables

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2.2 Contract Award, Term, and Historical Compensation

2.2.1 Contract Award and Execution

2.2.2 Contract Term

2.2.3 Acceptance Criteria

2.2.4 Payment Terms

2.3 No Guarantee of Volume, Usage, or Compensation

2.4 Governmental Entities

2.5 Change Control and Amendments

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

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

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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 Advancement Criteria

4.2.7 Best and Final Offer (BAFO)

4.2.8 Final Written Response Score

4.2.9 Summary of Best Value Determination

4.3 Questions or Requests 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 Plan of Operations Response

5.1.4 Technical Proposal

5.1.5 Technology Architecture

5.1.4 Key Staffing Profile

Article 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

Article VII. Cost Proposal

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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

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. INTRODUCTION, DEFINITIONS, AND AUTHORITY

1.1 INTRODUCTION

The Texas Department of Family & Protective Services (DFPS), by and through the HHSC (Health and Human Services Commission), seeks to contract with an Employee Assistance Program (EAP) to provide statewide services in accordance with the specifications contained in this Request for Proposal (RFP). DFPS’s mission for this procurement is to provide a confidential resource to assist its employees with issues that may impact their job performance, work behavior, or overall emotional health and wellness.

DFPS’s objectives for this procurement are to:

a. Secure an EAP contractor (Contractor) to provide a broad scope of services to include high quality assessments, short-term counseling, referrals, and follow-up services for long-term counseling to Clients utilizing EAP services;

b. Provide services with consideration given to the fact that DFPS employees consist of persons who speak other than English; 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 DFPS and its programs is available online and can currently be accessed at: https://www.dfps.texas.gov/.

1.2 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.

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

https://www.dfps.texas.gov/

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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 this, 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 Section 508 of the 1973 Rehabilitation Act; 36 C.F.R. Part 1194 and Section 255 of the Telecommunications Act of 1934, as amended 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 B, DFPS Vendor Uniform Terms and Conditions (September 2023), Section VII(Y) (DFPS Uniform Accessibility Requirements).

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

“Advancement Criteria” means the published criteria for Respondent to advance to the next phase of evaluation if multiple evaluation methods are utilized.

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

“Clients” means the following individuals who are eligible for Employee Assistance Program (EAP) services:

a. An employee of a Texas Department of Family & Protective Services (DFPS) (the approximate number of employees at DFPS is 12,444 ); or

b. A DFPS employee's spouse (including common law spouse); or

c. A DFPS employee's dependent child (including natural/biological child, adopted child, stepchild, foster child, legal ward/guardian).

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

e. Retirees and former employees may be eligible for services for a period of up to one (1) year post-employment; or

f. An individual who is living in the employee’s household.

“Competitive Range” has the same meaning as the definition under Title 1 of the Texas Administrative Code Part 15, Chapter 391, Subchapter A, Rule §391.107(3).

“Contract” means the Signature Document, these Uniform Terms and Conditions, along with any Attachments, and any Amendments, purchase orders, or Work https://www.section508.gov/manage/laws-and-policies/ https://www.ecfr.gov/current/title-36/chapter-XI/part-1194 https://www.ecfr.gov/current/title-36/chapter-XI/part-1194 https://www.fcc.gov/consumers/guides/telecommunications-access-people-disabilities#:%7E:text=FCC%20rules%20under%20Section%20255,such%20access%20is%20readily%20achievable.

https://texreg.sos.state.tx.us/public/readtac$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=1&pt=15&ch=391&rl=107

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Orders that may be issued by the System Agency, to be incorporated by reference for all purposes.

“Contract Term” means the period of time beginning with the commencement date or Effective Date of a Contract and ending when the Contract expires in accordance with its terms, or when it has been terminated.

"Contractor” means the Party selected to provide the goods or Services to the State under this Contract.

"Critical Incident Support Services (CISS)” means services that are designed to decrease stress and activate mechanisms of natural resilience after a traumatic event.

“DFPS” means the Department of Family and Protective Services.

“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 concerns. 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, etc.

“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.

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

“FTP” means File Transfer Protocol

“HHSC” means the Health and Human Services Commission.

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

HHSC.

“HUB” means Historically Underutilized Business, as defined by Chapter 2161 of the Texas Government Code.

“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 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.

“Master Level Clinician” licensed or certified staff delivering counseling services with at least a master's degree from an accredited college or university in behavioral science, with a minimum of two (2) years related work experience.

“Participant” means the individual receiving services provided by the Contractor. A participant could be a DFPS employee (current or former employee up to one year of post-employment), or a direct family or household member of a DFPS employee.

http://www.txsmartbuy.com/esbd

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“Portal” means a website or webpage that provides access to Participants records, links, and sites.

“Protected Health Information (PHI)” means 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.

“Preferred Provider” means a Provider of choice.

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

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

“Solicitation” means this RFP including all exhibits, attachments, forms, and Addenda, if any.

“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 DFPS, and any other state agency, its officers, employees, or authorized agents.

“Secondary Trauma Stress Support (STSS)” means support services for clients with vicarious trauma or compassion fatigue which is experienced by people who are exposed to others traumatic stories.

“System Agency” means DFPS or any of the agencies of the State of Texas that are overseen by DFPS under authority granted under state law and the officers, employees, authorized representatives, and designees of those agencies.

“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 computer 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/information-security/texas-risk-and-authorization-management-program-tx-ramp.

“Utilization” means a report of health care services that are being provided to clients is appropriate and efficient, ensuring that clients are getting the care needed, administered via proven methods, provided by an appropriate health care provider on time and in an appropriate setting.

“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.

https://dir.texas.gov/information-security/texas-risk-and-authorization-management-program-tx-ramp https://dir.texas.gov/information-security/texas-risk-and-authorization-management-program-tx-ramp https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2262.htm#2262.055 https://texreg.sos.state.tx.us/public/readtac$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=34&pt=1&ch=20&rl=115 https://texreg.sos.state.tx.us/public/readtac$ext.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

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“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 DFPS Uniform Accessibility Requirements. Federal 508 also includes additional requirements for hardware and communications technologies and extends the WCAG guidelines to apply them to software

1.3 AUTHORITY

DFPS is soliciting the services stated in this Solicitation under the authority of Texas Gov’t Code § 2155.061, in addition to Tex. Gov’t Code § 2155.062 and Tex. Gov’t Code § 2156.121.

ARTICLE II. SCOPE OF WORK

2.1 STATEMENT OF WORK

2.1.1 General Information

The Texas Department of Family & Protective Services provides an EAP for its employees and their family members. DFPS recognizes that a variety of personal problems can disrupt employees' personal and work lives. While many employees may solve their problems on their own or with the help of friends, family, or community organizations, employees may also need professional assistance and advice.

The EAP shall provide confidential access to professional counseling, training and educational services for help in confronting such personal problems, including but not limited to, vocational issues, alcohol and other substance use, marital, family, financial or legal matters, and physical and emotional impact of physical conditions/concerns and behavioral health issues, secondary trauma, anxiety, and stress. The DFPS EAP is available to Clients, including all employees and their immediate family members and dependents or persons living in their household;

and offers problem assessment, short-term counseling, and referral to appropriate community and private services.

The EAP services are strictly confidential and iare designed to safeguard DFPS employees' privacy and rights. All counselors are guided by their professional code of ethics.

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 such as an EAP. An EAP must be designed to assist organizations in reducing turnover and addressing productivity issues by assisting employees in identifying and resolving personal and work-related concerns.

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

https://www.dfps.texas.gov/Doing_Business/documents/DFPS-Uniform-Accessibility-Requirements-Section508-WCAG2.0.pdf https://www.dfps.texas.gov/Doing_Business/documents/DFPS-Uniform-Accessibility-Requirements-Section508-WCAG2.0.pdf 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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a. Toll-free, 24-hour help line, seven (7) days a week, 365 days per year, telephonic access to professional counselors for consultation, referral, and crisis management.

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

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

d. Services available through video conferencing.

e. Professional assessment of issues related to mental health, substance use, 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.

f. Face-to-face, in-person or virtual upon discretion of the Participant, short term focused counseling for individuals and families up to a maximum of six

(6) counseling sessions per issue per each 12-month rolling period to an individual Participant.

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

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

i. Education and training opportunities related to life and work issues.

j. Critical Incident Support Services (CISS) to include debriefings.

k. Secondary Trauma Stress Support (STSS) - Individual or Group Sessions;

and

l. EAP work-site services for supervisors, managers, and human resource professionals to deal with unusual and complex issues.

2.1.2 Services Implementation Plan

2.1.2.1 Transition Plan

DFPS expects a seamless transition of EAP services from the existing contractor to the incoming Contractor. To ensure Participants have full access to EAP services, the incoming Contractor is required to submit a transition plan within thirty (30) calendar days after Contract execution. Contractor must collaborate with DFPS in the development of the plan and DFPS must approve the plan before it is implemented. In addition, DFPS expects the current Contractor to collaborate to ensure a seamless transition with any future EAP contractor.

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

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The key objectives of the EAP Services Implementation Plan are:

a. EAP services will continue without interruption in services;

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

c. The 24-hour help line number answered by Master Level Clinicians for DFPS will be provided at time of contract execution;

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

e. Electronic promotional material specific to DFPS will be available within thirty

(30) calendar days of Contract execution with an associated communication and messaging plan;

f. At an operational level, all DFPS requirements are fully understood by Contractor’s staff that are involved in service delivery and Contract requirements;

g. A needs assessment will be conducted to customize implementation and the program to meet Client and DFPS needs;

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

i. All relevant systems and processes are in place prior to the effective date;

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

k. Avail Clients and Participants of current DFPS services, resource and referral information;

l. Refer and promote Participants to other DFPS-sponsored benefits to include notification of processes and protocols;

m. The Contractor’s communication and awareness or engagement material is with HR, EAP administrators, and other personnel for distribution to employees;

n. The framework of orientation, training, events, meetings and reporting is established for each forthcoming calendar year, the first three (3) months;

and

o. 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 of Contract execution, at a mutually agreed upon time, the Contractor will present a condensed overview of the EAP to key DFPS staff. The overview will provide key stakeholders with a description of the

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EAP services, its benefits to Participants and the DFPS divisions, its impact on working conditions, and how Participants access services.

2.1.2.3 Informational Campaign

In support of an informational campaign to be conducted within the first thirty (30) calendar days of Contract execution, Contractor shall provide:

a. An EAP orientation for employees in electronic format that complies with Web Content Accessibility Guidelines 2.0 (WCAG) AA DFPS Uniform Accessibility Requirements. Information is available in Exhibit B, DFPS Vendor Uniform Terms and Conditions (September 2023), Section VII(Y) (DFPS Uniform Accessibility Requirements).

b. Pamphlets, brochures, posters, wallet cards (the minimum number of pamphlets, brochures and wallet cards needed will be the number of employees in each DFPS agency) plus twenty percent (20%) to be used for newly hired employees.

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. Materials are available in English and Spanish, including large print and accessible electronic format or braille format.

e. All printed materials provided shall be offered in an accessible format, for example, in large print, accessible electronic or mobile application.

2.1.3 Work Requirements

The Contractor will manage processes and support Participants with EAP services.

All services provided must comply with Section 508 of the Rehabilitation Act and the American Disabilities Act (ADA) and DFPS’s Uniform Accessibility Requirements.

DFPS must be notified of modifications or improvements to the contracted services prior to implementation and with sufficient time, to be agreed upon by DFPS and the Contractor, for DFPS to evaluate compliance with the requirements of the Contract. Approval from DFPS 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.

2.1.4 Direct Services

Direct services shall include short-term counseling, referral, training, and education services. The Contractor will provide on 24-hour basis Master’s Level Clinicians answering the helpline seven (7) days a week, 365 days per year for emergency and short-term counseling, assessment and/or referral when indicated.

The Contractor will provide services with the following requirements:

https://www.dfps.texas.gov/Doing_Business/documents/DFPS-Uniform-Accessibility-Requirements-Section508-WCAG2.0.pdf https://www.dfps.texas.gov/Doing_Business/documents/DFPS-Uniform-Accessibility-Requirements-Section508-WCAG2.0.pdf https://www.section508.gov/ https://www.ada.gov/ http://www.dfps.texas.gov/Doing_Business/documents/DFPS-Uniform-Accessibility-Requirements-Section508-WCAG2.0.pdf

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Direct Services

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

b. Provide short-term counseling services related to Participants’ issues.

c. Provide referral services related to Participants’ issues.

d. Provide training and educational seminars to Participants across the state as requested.

e. Ensure confidentiality of Participants in all EAP services.

f. Ensure compliance with Health Insurance Portability and Accountability Act (HIPAA) requirements as applicable.

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

h. Ensure compliance with ADA.

2.1.5 24-Hour Help Line

Help Line

a. Provide Participants with a 24-hour, toll-free, seven (7) days a week, three hundred sixty-five (365) days per year, help line, staffed with Master Level Clinicians.

b. Provide a variety of relay service options to Participants who are deaf or hard of hearing and/or speech impaired.

c. Provide an assessment for Participants in extreme crisis (harmful to self or others) during the initial call and immediately referred to the appropriate resources. Contractor will identify ways to see Participants in extreme crisis on the same day as initial call or will take other steps to ensure safety of Participant until they can be seen or further advised by a trained counselor.

Handling of crisis calls may include coordinating with local police and emergency service dispatch. The EAP Provider will remain on the phone with the Participant until emergency services arrive.

d. Escalate urgent cases, and provide a referral within six (6) business hours with appointment availability within two (2) business days. Exception:

Additional time may be needed if the Participant has special requests for the referral. Crisis support is coordinated in the moment with first responders for crisis or emergency cases.

e. Follow-up with Participants within forty-eight (48 hours) of the initial help line contact to provide them with the confirmed referral to a Provider for further support. The Participants case manager follows up again five (5) days after the referral has been offered to ensure that the Participant received the

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2.1.6 Counseling

The Contractor will make available a maximum of six (6) counseling sessions per issue per each 12-month rolling period to an individual Participant for the purpose of identifying areas of concern and for problem-solving. The Contractor may propose more sessions be provided to the extent there will be no additional cost to DFPS. There will be no limit to the number of issues for which a Participant can request services.

The Contractor will provide services with the following requirements:

Counseling

a. Contractor will provide a maximum of six (6) counseling sessions per issue per each twelve 12-month rolling period to an individual Participant with no limit to the number of issues.

b. Contractor will provide Participant with a confirmed referral to in-network Providers with the Participant’s insurance as administered by ERS, that they have confirmed has availability and is appropriate for the case.

c. Contractor will seek to contract with licensed “in-network” behavioral health Providers who accept State of Texas health plans offered by Employee's Retirement System to promote continuity of care following the initial six (6) sessions provided by the EAP.

d. Contractor will schedule face-to-face counseling sessions or alternative method of communication (i.e., virtual) if agreed upon by both Participants and counselors.

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. The same consideration will also be provided for non-English speaking persons.

f. Counselors will make available a minimum of fifty (50) minutes per session to the Participant.

g. The caller will be matched with a counselor within two (2) business days of the individual's first contact with the EAP for standard, non-urgent cases within six (6) business hours for urgent cases. Additional time may be needed and is acceptable if the Participant has special requests for the referral.

Help Line information and to encourage him or her to schedule an appointment with the assigned counselor.

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

https://www.fcc.gov/general/section-255-disability-rights-office

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Counseling

h. All written, printed, or electronic documents, websites or materials shall be available in an accessible electronic format that meets all the requirements of Section 508 of the 1973 Rehabilitation Act.

i. Contractor will make available alternative services to in-person counseling such as Texas Resilience and Recovery. The alternative sessions are offered in place of counseling and may be recommended by Contractor’s clinical team following the initial intake and clinical assessment based on the caller's identified issues; however, it will be the Participant’s choice of an alternative or in-person counseling.

2.1.7 Trained Counselors

Staff delivering counseling services must have at least a master's degree from an accredited college or university in a behavioral science, with a minimum of two (2) years of practical related work experience and must be licensed or certified by appropriate state regulating agencies in the state where practicing. No interns shall be allowed to counsel Participants unless direct supervision during the counseling session is provided, and the Participant agrees to service provided by the supervised intern. In Texas, licensing must be from at least one of the following:

a. Texas State Board of Medical Examiners,

b. Texas State Board of Psychologists,

c. Texas State Board of Licensed Social Workers,

d. Texas State Board of Licensed Professional Counselors,

e. Texas State Board of Marriage and Family Therapists, or

f. Texas Department of State Health Services.

Additionally, Certified Employee Assistance Professionals shall not provide counseling to Participants.

Exceptions 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 DFPS.

The Contractor will provide services with the following requirements:

Trained Counselor

a. Recruit and ensure counselors meet the minimum requirements.

b. Maintain a network of qualified in-network counselors who meet the education and professional experience and who are in-network with the state of Texas https://www.hhs.texas.gov/about/process-improvement/improving-services-texans/behavioral-health-services/texas-resilience-recovery

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Trained Counselor health insurance administered by Employees Retirement System of Texas

(ERS).

c. Prior to and at commencement, each counselor that intends to work with Participants will obtain six (6) hours of training in trauma informed care and secondary or vicarious trauma. Each counselor will also be required to view the videos on the DFPS public website regarding the role of a Child Protective Services (CPS) and APS worker. These videos can be accessed at The CPS Experience (2010) (texas.gov) and at Job Preview Video: Working for Adult Protective Services (texas.gov).

d. Screening process that includes a review and consideration of any malpractice claims, complaints filed, pending legal actions, licensing actions, and sanctions by Medicaid/Medicare when deciding whether counselors may provide services under Contractor.

2.1.8 Referrals and Resources

Contractor will only make referrals to Providers who are in-network with the Participant’s insurance as administered by ERS. A Participant may need to be referred to additional resources 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.

The Contractor will provide services with the following requirements:

Referrals and Resources

a. Counselors will assist Participants in locating the most appropriate resources for and in the best interest of the Participant.

b. Resources covered by the Participant's insurance or health coverage should be identified if possible. If the Contractor must make a referral out of network the Participant will be notified in writing.

c. Counselors will assist Participants with accessing resources if requested.

d. Counselor will assist the Participant in accessing the resources and will follow up to determine if services are received and the appropriateness and usefulness of the service.

e. Contractor will maintain a current list of searchable database community resources to refer eligible Participants.

f. Contractor will assist Participants caring for children and/or aging parents with the search for licensed, regulated, and inspected child and elder care facilities in their area, including in-home care and support groups. Searchable databases and other resources will be made available on the EAP website.

https://www.dfps.texas.gov/Jobs/CPS/working_at_cps.asp https://www.dfps.texas.gov/Jobs/CPS/working_at_cps.asp https://www.dfps.texas.gov/Jobs/APS/aps_caseworker_video.asp https://www.dfps.texas.gov/Jobs/APS/aps_caseworker_video.asp

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Referrals and Resources

g. Contractor will 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.

2.1.9 Critical Incident Report Support Services

The Contractor will provide an unlimited number of on-site (as defined by DFPS in each unique situation) Critical Incident Support Services (CISS) group counseling sessions, as needed, for Participants who have experienced job-related critical incidents or in response to other issues or circumstances significantly impacting the workplace. Examples of critical incidents include, but are not limited to, death of a family member or employee or Participant of DFPS; employment separation;

violence in the workplace such as hostage or bomb threat; work conflict; workplace accidents; secondary trauma and grief/loss associated with such incidents.

The Contractor will provide services with the following requirements:

Critical Incident Support Services

a. The Contractor will provide an unlimited number of on-site Critical Incident Support Services, as needed, for Participants who have experienced job-related critical incidents at multiple locations as needed.

b. The Contractor will ensure that counselors responding to critical incidents have been trained in evidence-supported crisis response models including trauma informed care, grief counseling, secondary and residual trauma counseling.

c. The Contractor will ensure that counselors are informed of DFPS’ mission and the unique types of stress that DFPS employees and Participants face.

d. The Contractor will provide critical incident support services and consultation with DFPS Executive Staff following critical incidents affecting public health and/or public safety regarding mental health messaging and staff needs, upon request. DFPS will make the determination, with Contractor's input, on how the support services will be provided to DFPS executive staff.

e. Contractor's clinical manager will be the designated point of contact for DFPS staff, and Contractor staff will meet at an agreed upon time with designated DFPS staff to explore and define expectations and requirements of crisis response and consultation processes. In addition, the Contractor will assist designated DFPS staff with development of messaging to affected staff and broader audiences (other regional staff, public, media, etc.) in anticipation of, as well as during and after, critical incidents.

f. Contractor will provide and facilitate training or telephonic consult for DFPS supervisors regarding critical incident support policies and procedures and best practices, including feedback from staff-satisfaction surveys.

g. Contractor will allow DFPS the flexibility to create a preferred Provider List of Providers who have previously successfully assisted DFPS staff. Preferred Providers will be trained in evidence-based practices for trauma and have

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Critical Incident Support Services experience working with professionals at high risk for experiencing secondary traumatic stress, compassion fatigue and burnout.

h. If a Preferred Provider is not available, Contractor will identify another credentialed Provider from the DFPS health insurance provider network who has the availability and experience to attend. Contractor and DFPS will collaborate and determine the process of assessing new Providers to be added to the Preferred Provider list during implementation.

i. With the approval of the Participants, other therapeutic methods may be utilized during group sessions to facilitate a comfortable and open environment and reduce the stigma of seeking mental health assistance; these include but are not limited to therapy animals, holistic approaches, mindfulness practices, and aromatherapy.

j. Contractor will coordinate with designated DFPS staff to hold the session and provide resource materials within forty-eight (48) hours of the request.

k. DFPS may implement processes that decrease or eliminate the need for the CISS services through Contractor. If approved, DFPS implementation will not occur for a minimum of eighteen (18) months. In its proposal, Contractor must include an estimated cost reduction equivalent to the relational expense of performing the reduced or eliminated CISS functions under the contract. The decision to exercise the cost savings option is entirely at the discretion of DFPS, which will provide Contractor with at least sixty (60) days' notice of its intent.

2.1.10 Secondary Traumatic Stress Support-Individual or Group Sessions

Contractor will offer in person (with virtual optional if approved by DFPS) 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.

The Contractor will provide services with the following requirements:

Secondary Traumatic Stress Support-Individual or Group Sessions

a. Contractor will allow DFPS the flexibility to create a Preferred Provider List of therapists who have successfully assisted staff in the past. Preferred Providers will be trained in evidence-based practices for trauma and have experience working with high-risk professionals.

b. If a Preferred Provider is not available, Contractor will identify another credentialed Provider from the DFPS insurance provider network who has the availability and experience to attend. Contractor and DFPS will collaborate and determine the process of assessing new Providers to be added to the Preferred Provider list during implementation. Contractor requires a twenty-four (24)

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Secondary Traumatic Stress Support-Individual or Group Sessions hour cancellation notice for critical incident stress debriefings and secondary traumatic stress support sessions.

c. Contractor will coordinate with designated DFPS staff to announce the session and provide resource materials.

2.1.11 Tele-Language Service

When requested, Contractor will provide therapy in a language other than English.

Services will be available for interpretation for most spoken languages and dialects found in the United States.

The Contractor will provide services with the following requirements:

Tele-Language Service

a. The Contractor will provide access to phone interpreter services via a language line for the most commonly spoken languages and dialects, including but not limited to: Spanish, Vietnamese, Mandarin, Cantonese, Tagalog, German, French, Hindi, Urdu, Korean, and Arabic.

2.1.12 Legal Assistance

Contractor will provide one (1) free, thirty (30) minute telephone or in-person consultation per different incident or topic with attorneys nationwide specializing in, but not limited to, criminal, civil, and real estate matters; unlimited online access to educational legal resources, links, tools and forms; interactive online Simple Will preparation; assistance in navigating State resources to obtain birth certificates and other records.

The Contractor will provide services with the following requirements:

Legal Assistance

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

b. Contractor will maintain an updated list of attorneys nationwide who can assist in a variety of specialties.

c. Contractor will provide an online library of legal resources, including templates and forms.

d. If the Participant requires long-term, complex assistance with legal issues, Contractor will provide referrals at a discount to attorneys.

e. If representation is required, members receive a 25% discount off hourly attorney fees with in-plan attorneys.

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2.1.13 Financial Assistance

Contractor will provide a 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; supporting educational materials available; objective, pressure-free advice; unlimited online access to a wealth of educational financial resources, links, tools and forms (i.e. tax guides, financial calculators, etc.). Contractor will refer to local financial counselors for discounted services and in-person appointments.

Financial Assistance

a. Contractor will maintain a list of resources to which to refer Participants regarding identity theft and recovery.

b. Contractor will make available free credit monitoring services to Participants who have experienced identity theft. Credit monitoring services will last for one year per incident.

c. If the Participant requires long-term, complex assistance with identity recovery, Contractor will provide referrals at a discount to financial counselors within fifty (50) miles of the Participant. Discounts are based on the rates offered by each referral source. Any applicable costs associated with the referral would be the responsibility of the employee.

2.1.14 ID Recovery

Contractor will provide free identify theft recovery consultation by phone with a financial counselor who is qualified to provide financial advice in the State of Texas or in the appropriate state given the unique circumstances of a given situation;

information on steps that should be taken upon discovery of identity theft; referral to full-service accredited credit recovery agencies; free credit monitoring service.

The Contractor will provide services with the following requirements:

ID Recovery

a. Contractor will maintain a list of resources to which to refer Participants regarding identity theft and recovery.

b. Contractor will make available free credit monitoring services to Participants who have experienced identity theft. Credit monitoring services will last for one year per incident.

c. If the Participant requires long-term, complex assistance with identity recovery, Contractor will provide referrals at a discount to financial counselors within fifty (50) miles of the Participant. Discounts are based on the rates offered by each referral source. Any applicable costs associated with the referral would be the responsibility of the employee.

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2.1.15 Nationwide Transportation Reimbursement

Contractor will provide nationwide transportation reimbursement of up to $45 per Participant once per year. This service can be utilized for any purpose the Participant requires such as taxis, buses or other modes of transportation.

2.1.16 Education, Training, and Information Services

Education and information services are important to ensuring Participants are aware 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 will be developed and produced by the EAP Contractor and service Provider. Distribution is facilitated by the DFPS Wellness Coordinator.

Materials will be tailored to target audiences. Examples of target audiences include, but are not limited to, all employees, managers, direct service professionals, administrative professionals, and executives. 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.

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

The Contractor will provide services with the following requirements:

Education, Training, and Information Services

a. Provide promotional materials about EAP services on a quarterly basis with an associated communication and messaging plan. All materials shall be approved by DFPS in advance of distribution.

1. Multimedia presentations and posters will be provided to DFPS upon request.

2. The minimum number of brochures and pamphlets and wallet cards needed on an annual basis will be the number of employees in DFPS plus twenty (20) percent.

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

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

5. Provide two monthly newsletters; one tailored for employees and one tailored for supervisors that will be archived on the EAP website.

b. Contractor shall provide a website for employees to access EAP services information.

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