EXHIBIT A- SCOPE OF SERVICES.pdf

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RFP NO. PS141248

EXHIBIT A- SCOPE OF SERVICES

EMPLOYEE ASSISTANCE PROGRAM (EAP)

JULY 21, 2026

1.0 BACKGROUND

As of July 16, 2026, the Los Angeles County Metropolitan Transportation Authority (Metro) has approximately 13,471 employees and over 25 central work locations and divisions throughout Los Angeles County. To date, this population group consists of approximately 2,332 non-represented employees and 11,139 employees represented by five labor contracts. The labor contract groups are as follows:

Union Workers Represented Approximate Number

SMART

Formerly known as the United Transportation Union (UTU)

Bus and Train Operators, Schedule Checkers, and Schedule Makers

5,425

Amalgamated Transit Union (ATU) Mechanics, Service Attendants, and Property Maintenance

2,890

Transportation Communications Union (TCU)

Clerical and Custodial Workers 1,,320

American Federation of State, County & Municipal Employees (AFSCME)

Supervisory Staff 911

Teamsters Security Officers and Ambassadors

TOTAL REPRESENTED 11,139*

*Staff numbers to change on a fiscal year basis upon board approval.

The Metro Employee Assistance Program (EAP) provides personal counseling and work-life resources to its employees through a contracted vendor. The goal of the program is to help employees and their family members cope with problems on the job, at school, and at home, and to promote job effectiveness and workplace productivity. All employees, including part-time, temporary, or as-needed employees and their immediate family members, are eligible for the EAP.

Immediate family is defined as a legal spouse or domestic partner and dependent children – adopted, natural, foster, and step. The benefit provides each eligible individual up to three sessions per issue, not to exceed three issues per six-month period.

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Metro’s Department of Public Safety (DPS) recently expanded to include sworn and non-sworn Metro police department employees and Metro is in the process of hiring these employees. As such, all DPS employees, including part-time, temporary, as-needed employees, and their immediate family members, are eligible for EAP. Immediate family members are defined as a legal spouse or domestic partner and dependent children -adopted, natural, foster and step. The benefit provides each eligible individual up to six sessions per issue, not to exceed six issues per six-month period.

The Metro Chief People Office is responsible for administering the EAP agreement with three contract years and two one-year options. Metro’s Project Manager will actively participate in development, promotion, coordination and evaluation of the EAP services, collaborating with the Contractor’s account manager and clinical supervisor.

The Metro EAP is a benefit shared equally by all employees and has a workforce-focused design to support employees through challenges in multiple areas of their lives. Metro expects the EAP to be customized to its organizational needs and to support employee productivity and performance. The program is much more complex and integrated into the organization than a minimal adjunct to mental health services.

2.0 CONTRACTOR RESPONSIBILITIES

A. The Contractor shall provide professional and confidential consultation for individuals and the organization as a whole. The Contractor shall provide a broadly based, comprehensive Employee Assistance Program, including but not limited to the following services: intake (administrative processing), assessment, problem identification, brief solution-focused treatment and/or referral services, and follow-up activities for a broad range of personal issues. Such issues can include, but are not limited to, the following:

i. Substance abuse and co-dependency;

ii. Family and marital conflicts;

iii. Difficulties at work;

iv. Emotional and behavioral problems;’

v. Financial and legal difficulties;

vi. Eating disorders and weight control; and

vii. Child and elder care needs.

viii. First Responder emotional and peer support

B. Related Employee Health Benefits

Health benefits for represented employees (except AFSCME) are provided

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through the union. The following organizations currently provide Metro employees with mental health benefits based on available information:

Non- Rep

SMART ATU TCU AFSCME Teamsters

Anthem Blue Cross (PPO) X X X Anthem Blue Cross (HMO) X X Kaiser (HMO) X X X X X United Healthcare (PPO) X X X Self-Funded Plan (Trust Fund)

X X

Self-Insured Indemnity for Browning Therapy Group

X

Southwest Administrators X

C. Employee Utilization Figures

January 1 – June 30, 2020 Comparison to January 1 - June 30, 2025

SERVICE 2020 YR 2025 YR

Approximate Average Number of Eligible Employees 10,995 11,911

EAP Assessment & Referral Cases 424 571

Work/Life Consultations – Legal & Financial 174 298

Work/Life Consultations – Family Source 46 178

Substance Abuse Professional Services (DOT & Metro Authority):

Total referrals

43 47

Critical Incident Debriefing Sessions/Grief Groups 15 96

Critical Incident Debriefing Event Participants 70 488

3.0 SPECIFIC SERVICES TO BE PROVIDED BY CONTRACTOR

A. Intake, Assessment, and Referral Services

The Contractor shall provide and maintain a professional and competent system of delivery of individual EAP consultation/counseling that assures accessibility, availability, and confidentiality. The Contractor shall:

1. Maintain a 24-hour, 7-day-a-week toll-free telephone line staffed by qualified and trained mental health professionals.

2. Provide welcoming access to services by assuming eligibility based on the attestation of the employee or family member. The Contractor’s system

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should accommodate a trust-based system. In no circumstances should individuals be denied immediate access to services.

3. Provide telephone initial intake and crisis counseling services to employees and immediate family members.

4. Provide employee outreach calls at the request of Metro’s EAP Project Manager or other Metro designees.

5. Provide prompt referrals to staff or network counselors who can offer appointments within 3-5 days. In crises, facilitate same-day or next-day appointments.

6. Use California licensed mental health practitioners (lMFT, LCSW, PHD, or

EDD) with EAP experience, experience supporting first responders, and expertise to conduct one-on-one sessions for purposes of assessment, problem clarification, and referral for further treatment. General EAP experience alone is insufficient without exposure to trauma-exposed populations.

7. Evaluations shall include presenting problem, precipitating event, past history of problem, mental status, relevant personal and family history, drug and alcohol use, level of risk to self or others, effect on job performance, provisional assessment/diagnosis, and recommendations.

Requests for work/life resources may not require a full evaluation in some cases.

8. Provide up to three (3) counseling sessions per problem for employees who are not in first responder roles, not to exceed three (3) issues per six-month period for each covered individual. Provide up to six (6) counseling sessions per problem for employees in first-responder roles, not to exceed six (6) issues per six-month period for each covered individual. A counseling session is defined as a scheduled one-on-one meeting lasting a minimum of 45 minutes.

9. Counselors and case managers will collaborate with Metro’s benefits providers or other available benefits to facilitate a smooth transition into recommended treatment.

10. Track referrals and make follow-up contact to assure resource was appropriate and problems have been addressed.

11. Maintain confidentiality to the limits of the law unless the individual

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authorizes in writing a release of information.

B. Substance Abuse Professional Services

The Contractor shall provide Substance Abuse Professional (SAP) services to comply with all Department of Transportation (DOT) requirements as specified in 49 CFR Part 40, Subpart O provisions and Metro’s Drug and Alcohol-Free Work Environment Policy. The SAP will meet all credentialing, training and examination requirements as detailed in the regulations. SAP services are offered to all employees at the time the violation is reported.

Metro policy also requires this same return-to-duty process for Metro specified violations (non-DOT), which includes alcohol breath levels between 0.02 and 0.039, employees that self-disclose drug abuse or alcohol misuse, as well as convictions for driving under the influence on personal time. However, for non- DOT violations, employees should be referred to a Substance Abuse Counselor (SAC). Under this agreement with three contract years and two one-year options, the SAC is the same individual who would act as a SAP after a DOT violation. The SAC must meet the same qualification requirements and must follow the same return-to-duty process as an SAP, as referenced above. SAC referrals are made at the time the violation or disclosure is reported.

Determination of discipline and termination for DOT and non-DOT violations may not be made until a later date. The Contractor shall:

1. Identify one primary SAP to serve all Metro cases. Two back-up/alternate SAP/C’s should also be designated, but only used if the primary SAP/C is unavailable. (Outsourcing these services to a national specialty network company would not meet Metro’s requirements.)

2. Promptly schedule a one-on-one assessment at a reasonably convenient site for employees who have violated DOT regulations or Metro’s Drug and Alcohol Policy. One-on-one SAP/C evaluation includes a thorough clinical and psychosocial assessment. Use of objective tools is recommended.

3. Make appropriate recommendations and referrals for treatment and/or education to the employee. Monitor the employee’s participation in recommended treatment and/or education.

4. Conduct a follow-up one-on-one evaluation and determination of employee’s successful completion of rehabilitation plan and potential to maintain sobriety.

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5. Prescribe the follow-up testing plan for the employee that Metro’s Designated Employer Representative (DER) will execute. Also make recommendations to the employee for aftercare including continuing education, treatment or self-help groups.

6. Submit written reports required by the regulations to Metro’s DER within 24 hours of each completed evaluation.

7. Provide monthly telephone follow-up and case management for each employee after return to duty for one year, although this period may be extended if requested by Metro and/or recommended by SAP/C. Contractor staff, rather than SAP/C, may perform the monthly follow-up monitoring.

8. Provide a minimum of one one-on-one follow-up meeting with SAP/C after return to duty to assess rehabilitation progress. These are to be scheduled at the first anniversary of returning to duty. SAP/C should extend or update prescription for follow-up testing based on these assessments.

9. Modify services to meet any new or revised interpretations by DOT of the regulations.

10. Provide monthly summary status reports on all open cases and review reports with DER.

C. Crisis Intervention and Traumatic Incident Counseling Program

The Contractor shall provide crisis intervention to Metro employees and work groups who experience a work- related critical incident with the potential to produce traumatic stress reactions. Although Metro occasionally needs workgroup crisis intervention, the greater need is for individual crisis counseling following serious and sometimes fatal road and rail accidents.

Labeled the Traumatic Incident Counseling Program (TICP), this service is designed to mitigate the stress reaction through prompt intervention, guidance and education. Requirements include:

1. Critical Incident Stress Debriefings and Grief Groups:

a. Provide one primary contact person to respond to requests from Metro’s

EAP Project Manager (within 24 hours for phone or email requests).

Designate alternate contact to be available to respond to requests after-business hours (including weekends and holidays).

b. Upon request from Metro, provide group and/or individual grief counseling at worksites to respond to employee death or other group critical events.

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c. Provide psychological first aid to employees after community disasters, including but not limited to, earthquakes, health pandemics or fires.

2. Traumatic Incident Counseling Program:

a. Assign trained professional staff, who are familiar with Metro’s unique needs, to be available 24 hours a day, seven days a week, to respond immediately (within 30 minutes) by telephone to managers/supervisors and employees after a critical incident such as a serious bus or rail accident or serious incident involving a first responder.

b. Send a trained professional counselor to worksite/division within two hours upon request by Division, Operations Control or EAP Project Manager after incident involving fatality or other particularly traumatic incident.

c. Monitor traumatized employee by telephone until the initial crisis is resolved or services are declined.

d. Provide one-on-one session by professional trained in crisis intervention and critical incident debriefing approximately 24-72 hours after initial trauma. These services are provided in the counselor’s office.

e. Program services should appear seamless to employee even when different individuals provide different components. Metro does not believe that outsourcing the initial on-site crisis intervention to a national specialty network could meet its expectations for a fully responsive and integrated program. Metro requires Contractor to establish a designated pool of responders to go on site for bus, rail, or first responder incidents.

These counselors will need to receive rail safety training at Metro to become familiar with hazards unique to the rail setting.

f. E-mail initial case reports to employee’s manager and EAP Project

Manager within one business day of incident. E-mail completion case report within two days of closing case. If the employee initiates Workers’ Compensation claim, provide summary of services to Metro’s Risk Management Department.

g. Monthly status reports to Metro’s Project Manager of cases, which include work location, type of accident, date of accident, date of in-

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person intervention, date of case manager contact, date of first appointment, and total number of sessions.

3. Work/Life Services

The Contractor shall provide additional services consistent with a “broad-brush” EAP as follows:

a. Provide (i) one general website with relevant information on psychological, family, health, legal and financial topics and (ii) a second website with information specific to the Department of Public Safety.

b. Provide telephonic, legal and financial consultation by accredited professionals. Offer referrals to local, screened professionals for services at employee’s expense.

c. Provide telephonic assessment of dependent care needs (child and elderly), make referrals to appropriate resources and provide guidance on selecting the best resource.

d. Provide local resources for housing assistance or displacement services for those who are facing homelessness or eviction.

4. Management Consultation Services

The Contractor shall provide organizational support services to Metro, which include the following:

a. Offer unlimited telephone or virtual meeting consultation to supervisors and managers on handling employee performance problems that may be a result of personal difficulties.

b. Provide guidance to supervisors on managing employees.

c. Provide consultation to Metro’s Threat Assessment Team. On occasion

EAP may be asked to provide initial assessment of an employee to determine if EAP counseling is appropriate for the employee or if a formal fitness-for-duty examination should be conducted.

d. Conduct conflict resolution sessions for individuals and/or groups when requested by the EAP Project Manager. These sessions will require the assigned trained professional staff to facilitate a discussion between conflicting parties to help them reach a mutual resolution.

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e. Present an orientation class for managers and supervisors each quarter on using the EAP to assist in resolving employee performance problems.

5. Program Management and Administration

a. MANAGEMENT: The Contractor shall effectively manage the services and operations to meet the needs of Metro. The Contractor shall:

i. Provide one primary contact person to manage services for Metro and its employees as outlined above. The primary contact will respond promptly to requests from Metro’s EAP Project Manager (within 24 hours for phone and e-mail requests).

ii. Systematically gather and codify information on Metro’s culture and program specifics. Assure Contractor’s staff is trained and updated on the information required to effectively and accurately manage cases involving Metro employees.

iii. Credential and monitor the services of providers when network model is used.

iv. Ensure staff case managers monitor and follow up on assessments of employees and or subsequent referrals.

v. Make referrals to other agencies for services beyond the EAP based on the employee’s current needs. Ensure there are no conflicts of interest or ethical concerns.

b. RECORDS AND REPORTS: Accurate records shall be established, maintained and easily comprehensible and available for Metro to audit.

Any request to audit records would comply with Health Insurance Portability and Accountability Act (HIPAA) requirements designed to protect individual privacy. Contractor shall:

i. Effectively utilize current information technology systems to maintain data and to facilitate reporting and auditing.

ii. Include in EAP case records the following data: relevant demographic data, diagnoses or needs evaluations, referrals made, treatment and/or care plans, goals and objectives for the case and final case dispositions including progress toward specified goals.

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iii. Submit to the Metro Project Manager quarterly and annual summary utilization reports within 30 days of the end of each quarter. The reports shall include the numbers, but not the identities of employees using the program. In addition, the report will indicate the types of problems presented, the types of services provided, work location of employees and case disposition. The report format shall be subject to Metro management approval. All records shall be accurate and adequate for precedent purposes.

iv. Reports will clearly differentiate organizational services from individual cases and include detailed listing of seminars, orientations, site visits, etc.

v. Submit monthly status reports on Substance Abuse Professional cases and Traumatic Incident Counseling Program cases.

vi. Maintain financial records showing to whom and for what purposes money was paid out by EAP Contractor on behalf of Metro’s program.

c. MARKETING: The Contractor shall actively promote utilization of the

EAP through all appropriate means. The Contractor shall:

i. Provide tools and materials for program promotion, which shall include, but not be limited to, customized brochures, posters, wallet cards, announcements and articles for employee publications.

ii. Conduct educational workshops and trainings for employees on

EAP - related topics with an allotment of a minimum of one hundred hours per agreement with three contract years and two one-year options Metro’s Project Manager will coordinate all departmental trainings with Contractor.

iii. Provide representatives to attend health fairs and facilitate presentations on EAP services and/or counseling information at specified work locations if requested by Metro’s EAP Project Manager.

d. CONFIDENTIALITY AND SECURITY: Security measures shall be fully capable of protecting employee records. Confidentiality shall always be maintained within the limits of the law and any applicable Metro policies.

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e. QUALITY ASSURANCE: Contractor shall have in place procedures for monitoring quality, identifying deficiencies, taking corrective actions and on-going program improvement and enhancement. These procedures shall include:

i. Tracking average speed of answer and abandonment rate on phone access line.

ii. Conducting participant satisfaction survey on annual basis.

iii. Conducting peer and/or supervisory review of cases according to established protocol.

f. ACCESSIBILITY: Contractor shall assure services are available to meet the geographic, physical access, linguistic and cultural needs of all Metro employees. Website, promotional materials and counselors must be available in Spanish. Contractor shall also provide toll-free TTY access.

g. PROFESSIONAL INTEGRITY: Contractor shall practice EAP core technology and adhere to all appropriate professional standards, such as those set forth by the Employee Assistance Professional Association and Employee Assistance Society of North America.

4.0 METRO RESPONSIBILITIES

A. BILLING: Metro’s Project Manager or designated representative will inform

Contractor at the beginning of each month of the current number of eligible employees in order to allow Contractor to prepare invoice for services for that month.

B. PERFORMANCE MONITORING: Metro’s Project Manager or designated representative will be responsible for managing and overseeing the EAP Contractor’s performance. Metro requires all portions of this Scope of Services to be fulfilled for the entire duration of the contract and reserves the right to terminate the contract for unsatisfactory performance or failure to meet its requirements. Metro could, if necessary, take the following actions indicated below:

1. Deficiencies in performance will be addressed through consultation with the Contractor. The Contractor will be expected to take remedial actions to address the deficiencies immediately upon notification and correct within a timeframe agreed to during the consultation.

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2. When the Contractor fails to correct the deficiencies promptly within the stipulated timeframe or if Contractor repeats deficiency over a thirty-day period, Metro may require a written corrective action plan.

3. Continued failure to correct the deficiency or deficiencies over a forty-five (45) day period of time will result in a written “Cure Notice,” which will call for specific deliverables.

4. The agreement with three contract years and two one-year options, will be terminated if the specific deliverables required as a result of the “Cure Notice” are not successful in addressing the deficiencies.

5.0 DELIVERABLES

Task Deliverable Date Due Reference

Submit written reports required by the regulations to Metro’s Designated Employer Representative (DER) within 24 hours of each completed evaluation.

Within 24 hours of each completed evaluation

SOS, 3.0, B. 6

Provide monthly summary status reports on all open cases and review reports with

DER.

Monthly

SOS, 3.0, B. 10

E-mail initial case reports to the employee’s manager and EAP Project Manager within one business day of the incident. E-mail completion of the case report within two days of closing the case. If the employee initiates a Workers’ Compensation claim, provide a summary of services to Metro’s Risk Management Department.

Within one business day of the initial case and within two days of the closing of the case

SOS, 3.0, C. 2-f

Monthly status reports to Metro’s Project Manager of cases, which include work location, type of accident, date of accident, date of in-person intervention, date of case manager contact, date of first appointment, and total number of sessions.

SOS, 3.0, C. 2-g

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Conduct conflict resolution sessions for individuals and groups when requested by the Project Manager.

Upon request from the Project Manager

SOS, 3.0, C. 4-d

Present an orientation class for managers and supervisors each quarter on using the EAP to assist in resolving employee performance problems.

Quarterly

SOS, 3.0, C. 4-e

Provide one primary contact person to manage services for Metro and its employees as outlined above. Primary contact will respond promptly to requests from Metro’s EAP Project Manager (within 24 hours of phone and email requests).

Within 24 hours for phone and e-mail requests

SOS, 3.0, C. 5a- i

Submit to the Metro Project Manager quarterly and annual summary utilization reports within 30 days of the end of each quarter.

Within 30 days of the end of each quarter

SOS, 3.0, C. 5b-iii

Submit monthly status reports on Substance Abuse Professional cases and Traumatic Incident Counseling Program cases.

SOS, 3.0, B. 10