Exhibit_A_-_Scope_of_Work.docx

EXHIBIT A – SCOPE OF WORK

1. INTRODUCTION

The City of Phoenix is Arizona’s capital and the fifth largest city in the United States with a workforce of approximately 15,000 full and part-time employees and approximately 8,000 retirees. City retirees may reside outside of the State of Arizona.

The City of Phoenix seeks to contract with a qualified vendor to provide comprehensive Employee Assistant Program (EAP) services to support the health and well-being, and productivity of the City’s workforce and their families. The selected contractor shall deliver confidential counseling, consultation, referral, and supportive services designed to assist eligible participants in addressing personal, family and work-related concerns that may impact overall well-being and job performance.

Service Population The selected Contractor shall provide services to the following eligible populations:

· Eligible full-time employees and their eligible household members, who shall have access to comprehensive EAP services.

· Eligible part-time employees and their eligible household members, who shall have access to limited EAP services as defined by the City.

· Eligible retirees and their eligible household members who shall receive limited elder care support services.

· Eligible public safety sworn personnel and designated non-sworn employees in specified job classifications, who shall have access to traumatic event counseling services in accordance with Arizona Revised Statute (A.R.S.) §§ 38-672 and 38-673.

· Employees subject to Department of Transportation (DOT) and Federal Motor Safety Carrier Association (FMSCA) regulations who shall have access to Substance Abuse Professional (SAP) Program Support.

The City reserves the right, at its sole discretion, to determine eligibility requirements and to require the implementation of an Electronic Data Interchange (EDI) file process at any time during the term of this Agreement. The Contractor shall implement such EDI process upon request, at no additional cost to the City.

Required Services The Contractor shall provide a comprehensive range of EAP services, which include but are not limited to the following:

· Short-term confidential counseling and referral services.

· Elder care support services.

· Traumatic event counseling services in compliance with A.R.S. §§ 38-672 and 38-673.

· Critical incident stress response services provided in both on-site and live virtual settings.

· Substance Abuse Professional (SAP) services in accordance with Federal Motor Carrier Safety Administration (FMSCA) regulations and applicable U.S. Department of Transportation (DOT) regulations, including evaluation, treatment recommendations, and management of the return-to-duty process, and ensuring adherence to all applicable FMCSA and DOT requirements.

· Supervisor and management training, including educational workshops and training modules. Training shall be available on-site and via live virtual platforms.

· Consultation services for supervisors and managers regarding employee performance concerns, workplace stressors, and appropriate referrals to EAP resources.

· City of Phoenix Fire Department employees both sworn and non-sworn personnel, receive EAP Services through the Fire Department’s independent separate Agreement with the exception of Traumatic Event Counseling Services as set forth in A.R.S. § 38-673.

Participant Counts for EAP and Elder Care Services Count as of January 1, 2026

Services

Full Time Employees – (excluding Fire Department employees)

Yes

Yes In-person, phone and web-based services

services

2. SCOPE OF SERVICES – DELIVERABLES

2.1. EMPLOYEE ASSISTANCE PROGRAM

The Contractor shall provide the following Services:

2.1.1. Service Access/Availability and Response – The Contractor shall ensure services are accessible and responsive to the needs of eligible participants through the following:

2.1.1.1. An eligible Participant will initiate the self-referral EAP process by calling a designated toll-free, confidential telephone access line that is available 24 hours a day, seven (7) days per week. Contractor shall ensure that intake for each call shall be handled by a live qualified master’s level clinician who will triage calls based on the caller’s needs and any life-threatening elements. The intake specialist shall conduct a brief assessment, determine eligibility for services, determine a clinically appropriate level of care, and inform the caller of the services available.

2.1.1.2. Contractor shall maintain adequate staffing, technology and call routing systems to ensure timely response to Participant inquiries. At a minimum, the Contractor shall meet performance standards that include average speed of answer, abandonment rate, service level, maximum hold time, call back option(s), first call resolution. The Contractor shall provide the City quarterly performance reports detailing all call center metrics.

2.1.1.3. Urgent or crisis situations shall receive immediate attention and appropriate intervention.

2.1.1.4. For non-emergency situations (non-life-threatening circumstances), Contractor shall provide an appropriate referral with a licensed clinician and counseling appointments shall be available within a reasonable timeframe, but no later than five (5) days from the initial call. Any outpatient counseling referrals through the health plan benefits or other community-based resources recommended by the EAP Counselor beyond the covered EAP session(s) shall be the responsibility of the covered Participants. Contractor shall ensure that Participants are provided necessary contact information when requested.

2.1.1.5. Critical incident response services shall be available within a timeframe mutually agreed upon by the City and the Contractor.

2.1.1.6. Provide online scheduling for users to view and schedule appointments with providers.

2.1.1.7. Contractor shall have the capabilities to accommodate hearing, visually impaired and/or non-English speaking Participants.

2.1.1.8. Contractor shall have all participant-facing services – including customer call center, participant portal, mobile application(s), and website fully implemented, tested and operational no later than 60 days from Contract effective date. Customer services representatives assigned to the City’s account shall be fully trained on the City’s EAP benefits prior to the initial Contract effective date and subsequently thereafter, as benefits may change during the term of the Agreement.

2.1.2. Core EAP Services

Services shall include counseling for, but not limited to the following:

2.1.2.1. Substance Abuse: conduct clinical assessments for substance abuse and misuse, provide brief intervention, education, coordinate referral to appropriate levels of care and available health care benefits.

2.1.2.2. Grief Counseling: assist employees with processing their feelings, absorbing information so they can resume to a reasonable level of functioning due to a traumatic event such as the loss of a family member or co-worker.

2.1.2.3. Crisis or Emergency Intervention: timely crisis and emergency intervention services for employee and eligible household members presenting with acute behavioral health or situational crisis. Services shall include rapid assessment to determine the appropriate level of care, intervention, and/or referral for treatment. Assessments must be performed by qualified clinicians and be available regardless of whether the employee or eligible household member has exhausted their annual EAP benefit.

2.1.2.4. Fitness for Duty evaluations: upon request by the City, limited to behavioral health and EAP related clinical assessments performed by qualified clinician. These assessments will assess an employee’s ability to safely perform job-related responsibilities from a psychological and functional standpoint and will include appropriate documentation and recommendations, in compliance with applicable laws and regulations.

2.1.2.5. Threat of Violence Potential: upon request by the City, provide immediate consultation and support for situations involving potential or actual workplace violence, threats, or safety concerns. Conduct appropriate level of risk-informed assessments, notify and collaborate with City designated Human Resources Benefit Management liaison.

2.1.2.6. Work-Life and Support Services provide comprehensive work-life and support services designed to assist employees and eligible household members in addressing a broad range of personal, behavioral health, and practical life challenges. Services shall include, but not be limited to, the following: Assessment, short-term counseling, and /or referral for:

· Depression, anxiety, and stress related conditions

· Relationship, marital, and family concerns

· Child and adolescent behavioral or emotional issues

· Emotional or personal issues

· Access to legal and financial consultation services, including referrals

· Anger management and conflict management

· Substance use, misuse, and addiction related concerns

· Work-life resource and referral services, including, but not limited to:

· Childcare and eldercare resources

· Community-based services and support programs

· Daily living and life management assistance

· Support for work-related issues, including job stress, performance concerns, workplace conflict and organizational change(s).

2.1.2.7. Services shall be provided through qualified professionals, using confidential, solution-focused approaches and made available through multiple access points, including telephonic, virtual, and in-person modalities.

2.1.3. EAP Services - Appointment Access

Appointments shall be provided as follows:

2.1.3.1. Same day or within 24 hours at a clinical office most proximate to the participant’s location for urgent or emergency cases.

2.1.3.2. Non-emergency appointments must be available within five (5) business days or less.

2.1.3.3. For non-emergency appointments, within 24 hours, provide the caller with a list of Providers who are available within five (5) business days.

2.1.4. EAP Counseling Model and Visit Structure

2.1.4.1. Provide up to twelve (12) no-cost sessions, per incident per employee/household member, per incident, per calendar year and one (1) no-cost session for purpose of intake assessment and referral per incident. An incident is defined as a distinct presenting issue or concern requiring assessment and short-term intervention.

2.1.4.2. Contractor shall ensure that all counseling and clinical services shall be provided by licensed and credentialed professionals who meet applicable state licensing requirements. Providers should demonstrate experience in areas such as work-life, workplace, behavioral health, trauma-informed care, and substance abuse.

2.1.4.3. Contractor shall ensure equitable access to services for individuals with disabilities and those with communication barriers. Access to qualified interpreters, including American Sign language and language translation services, TTY/TDD and other communication accommodations for individuals who are deaf or hard of hearing. Provide materials and resources in accessible formats (e.g., large print, digital accessibility).

2.1.4.4. For additional care beyond the EAP scope, the Contractor shall facilitate a warm handoff and referral to appropriate ongoing treatment or resources. Referrals, as appropriate, shall be directed to in-network providers under the employee’s/household members medical insurance or appropriate community resources.

2.2. ELDER CARE SERVICES

Contractor shall provide comprehensive elder care and aging support services for employees, retirees, and their eligible household members. Services shall be integrated within standard EAP offerings and include assessment, counseling, and referral services to support aging-related needs.

2.2.1. Telephone Counseling

2.2.1.1. Services shall be available regardless of geographic location of eligible members or the elder relative.

2.2.1.2. Once a call is determined to be elder care services, the eligible member will be connected to an elder care specialist.

2.2.1.3. Unlimited consultation and assistance for research, prescreening of all referrals and customized referral packets completed by in-house elder care specialists.

2.2.1.4. Provide simultaneous telephone translation shall be available for those participants who are hearing impaired, have other communication impediments or speak other languages.

2.2.2. Elder Care Counseling and Referral Services

Services shall include, but not be limited to, assessments, counseling and referral resources for the following:

· Adult day care programs

· Licensed adult care homes and adult foster care

· Assisted living and long-term care facilities

· Retirement communities and subsidized senior housing

· Respite care for caregivers

· Home health care and personal care services

· Senior centers and community-based programs

· Home delivered meal programs

· Geriatric assessments and care coordination

· Mental health programs and counseling support

· Durable medical equipment resources

· Referral to elder law attorneys

· Transportation Services

· Referral to advocacy and health related organizations

· Medicare and Medicaid education and navigations support

The Contractor shall maintain current and geographically relevant elder care resources and demonstrate the ability to provide timely referrals and care coordination, including for complex or urgent caregiving situations.

2.2.3. Transition Care Services

Contractor shall provide the following transition Services:

2.2.3.1. Provide transition services to support and assist the eligible member with the transition of an elder from an acute care setting (e.g., hospital) to an appropriate post-acute setting, including assisted living or long-term care facility. Contractor shall conduct a comprehensive needs assessment addressing the elder’s individualized needs. These services may include, but not be limited to identifying facilities that:

· Meet the elder’s physical, psychological, and spiritual needs for care and support.

· Maintain staffing levels that are indicative of quality care.

· Have a current and prior three-year regulatory free history free of major deficiencies, as documented by applicable state oversight agencies (e.g., department of health services).

· Demonstrate compliance with all applicable federal and state regulations, including Medicare certification requirements, where applicable

2.2.3.2. Transition planning services shall include:

· Individualized transition planning and guidance

· Identify and present appropriate facility options that align with the elder’s care needs, preferences, and financial considerations.

· Coordinate and schedule visits to prospective facilities.

· Arrange transportation for the elder and/or household members, as needed

· Upon request, accompany elder and/or household members during facility tours to provide guidance and support.

· Assist with the organization of financial documentation, including unpaid bills and relevant records.

· Provide guidance on financial planning considerations related to long-term care. Facilitate referrals to qualified financial advisors, legal counsel, or other consultation services, as appropriate.

· Provide follow-up to ensure a smooth transition and appropriate placement

· Offer ongoing consultation to address emerging needs or concerns post-transition.

2.2.4. Utilization and Statistical Reporting

2.2.4.1. Provide the City detailed utilization reports on these of Elder Care Services. The quarterly report shall include but not be limited to the following information:

· Total number of unique client consultations by phone, by virtual, and in-person

· Total number of client consultations (including repeat client consultations) by phone, by virtual, and in-person

· Total number of website visits

· Total number of geriatric/onsite assessments

· Total contracts by enrollee status (employee, household member, retiree)

· Number of classes, subject and attendance

· Client’s satisfaction

2.2.4.2. Provide utilization reports to the Human Resources Benefits Management liaison or designee within thirty (30) business days after the end of each service quarter.

2.2.4.3. Utilization report shall be sorted by department and active vs retiree.

2.2.4.4. Utilization reports are subject to audit by the City or contractor designated by the City.

3. ELDER CARE IN-HOME ASSESSMENTS AND RECOMMENDATION REPORTS

Contractor shall provide the following in-home assessment Services for employees, retirees, and their household members:

3.1. Determine appropriateness of an in-home assessment after telephonic consultation with an elder care specialist.

3.2. Qualified professionals will provide assessments throughout the United States.

3.3. Assess and provide a written report to the employee or retiree on the following:

· Assessment of elder’s living situation

· Consultation with family members regarding elder care options

· Implementation of a personalized care plan devised by an elder care specialist

· Screening for mental health issues, dementia, and Alzheimer’s disease

· Activities of daily living (ADL’s)

· Instrumental daily living activities (IADL’s)

· Physical health status to include nutrition, medication usage, and gait stability

· Psycho-social functioning and emotional well-being

· Family context and dynamics

· Financial status and eligibility for public benefits

· Physical environment and home safety

· Formal and informal support systems

· Religious and spiritual care needs

· Cultural and ethnic background

· Primary language

· Transportation needs and capacities

· Current care Providers

· The ability of the elderly to protect his/her own interests

4. TRAUMATIC EVENT COUNSELING

Contractor shall provide traumatic event counseling per Arizona Revised Statute sec. 38-672 and 38-673 and certain other employees as identified by the City.

4.1. Eligible Employee Counts – Full or Part Time who has been involved in a traumatic event as defined below. All services will be provided at no cost to the eligible employee. The City reserves the right to broaden the definition of Eligible Employees through the term of the Agreement.

4.2. Eligible Employee - Means an employee of the City who is employed on a full or part-time basis who has been involved with a traumatic event as defined herein, provided that the employee is a:

4.2.1. Police Department employee required to possess an Arizona Peace Officer Certification or Police Recruit, or

4.2.2. Fire Department employee who is covered by Public Safety Retirement System (PSPRS).

4.2.3. Non-sworn staff of the Police, Fire and Aviation Departments who perform or supervise the following:

4.2.3.1. Emergency dispatching functions including without limitation employees receiving, evaluating and processing 9-1-1 calls for police, fire and medical assistance; and

4.2.3.2. Reviewing of body worn camera images and forensic imaging; and

4.2.3.3. Gathering of evidence on scene or processing other crime scene evidence.

4.2.4. Eligible employees as defined under Arizona State law(s).

4.3. Licensed Counseling means counseling provided by a licensed mental health professional.

4.4. Licensed Mental Health Professional means a licensed individual who specializes in trauma and crisis, who uses evidence-based treatment options and who is a provider pursuant to title 32, chapters 13, 17, 19.1, or 33 if licensees under title 32, chapter 33 have training and expertise in treating trauma, a mental health nurse practitioner or a psychiatric clinical nurse specialist who is licensed pursuant to title 32, chapter 15, a physician assistant who is licensed pursuant to title 32, chapter 25 for those employees receiving services pursuant to A.R.S. § 38-672, or any other licensed mental health Provider approved by the City’s Human Resources Department.

4.5. Traumatic Event means:

4.5.1. Audibly or visually witnessing the death or maiming or visually witnessing the immediate aftermath of such a death or communication with direct party involved with such a death or maiming of one or more human beings

4.5.2. Responding to or being directly involved in a criminal investigation of an offense involving a dangerous crime against children as defined in section A.R.S. sec. 13-705

4.5.3. Requiring rescue in the line of duty where one’s life was endangered

4.5.4. Witnessing the death of another firefighter or police officer while engaged in the line of duty

4.5.5. Responding to or being directly involved in an investigation regarding the drowning or near drowning of a child

4.5.6. Audibly responding to or communicating with an individual involved in an investigation regarding drowning or near drowning of a child

4.5.7. Dispatching public safety personnel to a scene involving an offense of a dangerous crime against children as defined by A.R.S. sec. 13-705 or responding to or being directly involved in a criminal investigation of the same

4.5.8. Providing instructions on lifesaving techniques

4.5.9. Actively participating in an incident involving deadly force in line of duty, regardless of whether a police officer or firefighter is physically injured

4.6. Evaluation and Counseling:

4.6.1. Provide evaluation and up to thirty-six (36) counseling session per traumatic event with a licensed mental health professional of the eligible employee’s choosing in compliance with A.R.S. sec. 38-673. Such services are in addition to the employee assistance and elder assistance services.

4.6.2. Complete all visits within one year after the first visit

4.6.3. Provide counseling sessions via confidential telephonic, web-video and/or face to face as requested by the eligible employee

4.6.4. Procure authorization from eligible employees participating in the Traumatic Event counseling that authorizes the contractor to notify the City in the event the Provider is concerned about the eligible employee’s fitness for duty. If the individual refuses to sign, Contractor will refer the employee to the Human Resources Department and notify the City so that the City can initiate their internal fitness for duty protocol.

4.7. Tracking and Reporting

4.7.1. Monthly Invoicing: Contractor shall provide a monthly invoice and spreadsheets which detail the counseling services received in the prior month. Data must include the department name, employee name, job title, dates of services, per session Provider fee, total cost of service per employee, and total number of visits used and remaining.

4.7.2. Annual Reporting:

By August 10th of each year, Contractor shall provide an Excel worksheet to the City which includes the following data required by Arizona State law:

· Total number of employees who have participated in traumatic event counseling services over the prior 12 months.

· Average number of visits per person. (Total number of visits divided by total number of participants.)

· Average number of months persons participated in the program.

· Total number persons deemed not fit for duty by a licensed mental health professional.

· The percentage of persons who received more than 12 visits within one year after the first visit.

4.7.3. Tracking and Reporting Software:

4.7.3.1. Contractor shall complete a transition to automated traumatic event counseling tracking and reporting, timeline to be mutually agreed upon based on scope.

5. CRITICAL INCIDENT STRESS MANAGEMENT (CISM) SERVICES / DEBRIEFINGS

5.1. Provide Critical Incident Services at the worksite(s) for traumatic events that affect the psychological and/or emotional well-being of the City’s employees (e.g., serious incident, injury or death of an employee/employees, critical public safety incidents). The City determines the approval process for these services and shall provide the Contractor an approval process workflow during implementation. The City reserves the right to modify the approval process workflow through the duration of this Agreement and will provide the Contractor revised version, as applicable.

5.2. Reporting and Response Time

5.2.1. Telephone response within fifteen (15) minutes from the initial call from a designated CISM liaison for a briefing on the incident and develop an appropriate response.

5.2.2. On-site response, unless directed otherwise by the City, is to be within four hours from time of request.

5.2.3. Counselors must be qualified and experienced as Critical Incident Response professionals.

5.2.4. Contractor shall provide the City an intake report prior to proceeding with Critical Incident Response. Contractor shall upon completion of an on-site response, provide the designated HR CISM designee a detailed summary report from the responder within seven (7) business days. Summary report shall include dates and times of CISM response period, number of attendees, department point of contact and any additional notes that may be considered for continuous improvement.

5.2.5. The Contractor shall assess each request and determine the appropriate level of response (Critical Incident, Non-Critical Incident Support, or General EAP Services) based on the nature and impact of the event. The City reserves the right to review and approve the level of response.

6. SUPERVISOR REFERRALS

6.1. City staff may refer employees to Services to address work performance problems, behavioral or safety issues. Such referrals will be conducted through the City’s Human Resources Department, and the Contractor shall not disclose any diagnostic information to the City without the written consent of the employee.

6.2. Contractor and the City will agree on the process for documenting and managing supervisory referrals for job performance concerns.

6.3. The referral process may include a pre-referral discussion between the supervisor and the Contractor’s Clinical Director to determine background for the referral, the supervisor’s goal in making the referral, and review the Contractor’s procedure for informing the supervisor of the referral progress (requires signed consent from the employee).

6.4. If the Contractor has not been contacted by the referred employee within three

6.5. (3) business days, the Contractor shall notify the referring supervisor immediately.

6.6. Contractor shall report in writing the assessment and recommendation to the supervisor and Human Resources liaison within ten (10) business days from the employee’s appointment. Subsequent written reports will be submitted at least monthly to the supervisor by Contractor.

7. SUBSTANCE ABUSE PROFESSIONAL (SAP) SERVICES

7.1. The Contractor shall provide SAP services in full compliance with all applicable requirements of the United States Department of Transportation, including 49 CFR Part 40, and the Federal Motor Carrier Administration, including 49 CFR Part 382, as amended. All SAP services must be performed by qualified and duly licensed SAP professionals meeting DOT qualification standards. The SAP shall maintain independence and exercise clinical judgement in accordance with federal regulations and free from conflicts of interest.

7.2. The Contractor shall ensure initial appointment for assessment and evaluation is scheduled within three (3) business days of the initial self-referral or referral by authorized City supervisor and/or Alcohol & Drug Testing Program Coordinator. As Attachment #4 the Contractor shall include a detailed DOT-Regulated Referral Workflow and provide the City a copy of an updated DOT-Regulated Referral Workflow every January 1 during the term of this Agreement.

7.3. The Contractor shall provide the required DOT-Regulated SAP services that include, but are not limited to:

7.3.1. Initial face-to-face clinical assessment and evaluation.

7.3.2. Development of treatment and/or education recommendations.

7.3.3. Referral to qualified treatment and/or education providers.

7.3.4. Ongoing case management and compliance monitoring.

7.3.5. Follow-up evaluation to determine eligibility for return-to-duty.

7.3.6. Development of federally compliant follow-up testing plan.

7.3.7. Timely written reports and documentation to the City in accordance with DOT regulations. See 8.4

7.3.8. Compliance with all federal drug and alcohol testing and drug-free workplace requirements, including proper coordination with the FMSCA Drug and Alcohol Clearinghouse, where applicable.

7.3.9. Maintain complete and auditable records of all SAP activities and shall make such records available to the City upon request.

7.4. Provide assessment and evaluation reports for supervisory referred employees to the City’s Alcohol & Drug Testing Coordinator within three (3) business days of the initial appointment.

7.5. Drug testing Services for referred employees are to be coordinated with the City’s Alcohol & Drug Testing Coordinator. Reports are to be provided to the Alcohol & Drug Testing Coordinator. Contractor recognizes that there may be exceptions to the above which will be closely coordinated with the City’s designated Alcohol & Drug Testing Coordinator.

8. PROGRAM PRE AND POST IMPLEMENTATION, TRAINING AND COMMUNICATION MATERIALS

8.1. Contractor shall begin implementation activities including an implementation kickoff meeting with the City upon Contract commencement. All implementation activities must be completed to begin services on April 1, 2027.

8.2. Within thirty (30) days (or other agreed-upon date, as approved by the City) of the approval of Contract award by Phoenix City Council, the Contractor shall schedule a kickoff meeting with the City and within fifteen (15) days of the approval of Contract award provide a detailed implementation and/or transition plan outlining timelines, communication strategies, program rollout initiatives, and coordination with the City to ensure continuity of care, services and minimal disruption for participants, regardless if Contractor is incumbent or newly selected.

8.3. Within forty-five (45) days (or other agreed-upon date, as approved by the City) of the approval of Contract award, provide the City a redline draft of EAP marketing and education materials. Materials shall include, at a minimum, all content intended for the City’s public facing platform, including but not limited to the City’s website, participant communications, and digital or print outreach.

8.4. Within ninety (90) days (or other agreed-upon date, as approved by the City) of the approval of Contract award, Contractor shall begin system development and set-up to support program operations, including but not limited to the website, mobile apps, electronic provider directory, and designated telephone line.

8.5. Contractor shall schedule and facilitate a pre-implementation review by the City, including but not limited to review of the Contractor’s operational readiness for all services (e.g., IT processes, member services, member portal, training and website development). Contractor shall schedule pre-implementation review ninety (90) days (or other agreed-upon date, as approved by the City) prior to go live date of April 1, 2027.

8.6. Contractor shall develop and deliver comprehensive training and educational resources to all City staff who are involved in, or support, the scope of services, including but not limited to Human Resources staff, Safety, Management, and other designated department staff.

8.7. Contractor shall provide the designated Benefit Management liaison a redline draft training and education plan for the City’s review and approval within forty-five (45) days of go live date of April 1, 2027. The plan shall identify target audience, training topic(s), delivery methods, schedule, and materials. All training shall be tailored specifically to each functional group (e.g., HR, Safety, supervisors). The Contractor shall provide multiple training formats including but not limited to live instructor led sessions (virtual and/or in-person), On-demand, recorded modules, written guides, workflows, and quick-reference materials.

8.8. Contractor shall schedule and facilitate a post-implementation review meeting with the City within thirty (30) days following implementation go live date. The agenda for the meeting shall include an overview of implementation status, outstanding issues with a timeline for resolution, and a discussion of lessons learned and continuous improvement opportunities. All meetings shall be conducted virtually unless otherwise requested by the City.

8.9. Contractor shall provide and maintain an employer and website/portal that provides authorized designated benefits liaison access to de-identified utilization reports (no access to PHI).

8.10. Develop a marketing plan of all program benefits specific to employees and to retirees.

8.11. Contractor shall develop, implement, and maintain a comprehensive training, education, and outreach program(s) to promote awareness, understanding, and utilization of EAP services among employees, supervisors, and managers. Training shall include but not be limited to topics such as:

8.11.1. Overview of EAP services and access procedures

8.11.2. Identification of behavioral and job performance related concerns; guidance on appropriate referrals to EAP;

8.11.3. Education on substance use and misuse in the workplace.

8.12. Contractor shall be available to deliver training in multiple formats (e.g., virtual, in-person upon request, and on-demand) to ensure accessibility and participation. At no additional cost to the City.

8.13. Contractor shall present EAP information at new employee orientation, open enrollment sessions, ad-hoc Citywide trainings, at no additional cost to the City.

8.14. Attend City-sponsored benefit and health fairs upon request by the City, with no additional cost to the City.

8.15. Develop, maintain, and provide the City clear and accessible information materials (e.g., brochures, pamphlets, digital content, and other communication tools) to promote ongoing awareness and utilization of EAP services. All content must be written in manner suitable for public viewing and must not contain confidential or participant information. Any and all program communication and material must be approved by the City prior to any distribution to participants.

9. COMPLAINT RESOLUTION

9.1. Comply with the formal complaint/grievance procedure of the State of Arizona

9.2. Office Health Care Licensure and applicable regulations.

9.3. Maintain a complaint log of all complaints. Respond in writing to the complaining party within ten (10) business days and resolve of the complaint within thirty (30) days.

9.4. Contractor acknowledges all complaints and their resolutions are subject to review by a Human Resources Director or designee.

10. CLIENT SATISFACTION SURVEYS

10.1. Develop a survey to be approved by the Human Resources Director or designee.

10.2. Provide a copy of the survey to each client completing services.

10.3. Achieve satisfaction rating of 90% or above.

10.4. Provide reports of satisfaction surveys to the Human Resources Director or designee within thirty (30) business days after the end of each service quarter.

10.5. Survey reports are subject to audit by the Human Resources Director or designee and/or the City Auditor Department.

11. UTILIZATION AND STATISTICAL REPORTING

11.1. Provide utilization report of EAP Services to the Human Resources Director or designee within thirty (30) business days after the end of each service quarter. Report information shall include, but not be limited to:

· Total number of clients counseled

· Total number of sessions

· Average number of sessions

· Total number of contacts each quarter/each year

· Engagement rates (% of average employee counts utilizing counseling sessions)

· Total contacts by type (City, supervisor, self, family, other)

· Total contacts by enrollee status (employee, spouse, child, household member, retiree)

· Number of sessions by date, by incident, per member (work-related, marital/relationship, family, emotional, substance abuse, grief, others to be identified)

· Number of sessions by clinical group (e.g., marital/relationship, emotional, substance abuse, grief, others to be identified

· Number of clients by occupational group (management, professional, technical service, administrative, other)

· Number of consultations by type (chat, face to face, telephone, video, etc.)

· Number referrals by type

· Number of sessions, hours and employees served for CISD by department

· Number of classes, subject and attendance

· City department of employment

· Percentage of cases resolved or improved

· Number of hits on website

· Number of cases and primary issue presented for Worklife programs such as legal, financial, and child/elder care support

11.2. Provide utilization reports.

11.3. Utilization report will be sorted by department based on list provided by Human Resources Director or designee.

11.4. Utilization reports are subject to audit by the Human Resources Director or designee.

12. ACCOUNT MANAGEMENT AND ADMINISTRATIVE SUPPORT

12.1. The Contractor shall assign a core account management team comprised of an account manager, member services manager, data analytics manager, IT system lead/manager, and account executive sponsor. Assigned core account management team members shall meet with the City’s Benefit Management liaisons and designated Benefit’s Consultant quarterly and within fifty-five (55) calendar days after the close of each quarter. Meetings shall be facilitated by virtual platform unless the City requests in person meeting.

12.1.1. Account Manager – shall be the day-to-day contract for the City with the primary responsibilities of program administration, coordination of services, network management, training, program reporting and evaluation, responding to all issues, coordinating the efforts of the Contractor’s staff to resolve issues, and overseeing all aspects of project management including, but not limited to the initial implementation and ongoing new program facilitation. The Account Manager shall have a minimum of two (2) years of experience with the Contractor’s organization or a similar industry. If possible, Account Manager shall also be a local resident of Arizona.

12.1.2. Implementation Manager – Responsible for development and execution of implementation plan. Coordinates with the City, internal and other external resources. The Implementation Manager shall represent the sole, consistent point of contact to the City during the implementation process. Three (3) years of experience as an Implementation Manager and experience with groups of 20,000 Participants and larger are also required.

12.1.3. Executive Sponsor – shall be responsible for collaborating with the City on issues related to legislation and policy and shall provide recommendations to the City. The Executive Sponsor shall work with the entire senior management team in other roles as well, including high-level operational issues resolution.

12.1.4. IT System Manager – shall be a day-to-day contact who will have the primary responsibility of responding to and resolving all IT-related issues that arise for the duration of the Contract.

12.1.5. Member Services Manager –The Contractor shall provide a minimum of one Member Services Manager who is responsible for all customer service functions and reporting. The Member Services Manager shall be intimately familiar with the City’s EAP and Medical Plans to serve the Participants. Three (3) years of experience as a Member Services Manager and experience with groups of 20,000 members and larger are also required.

12.1.6. Data Analytics Manager – shall be responsible for providing analysis, assessment, and recommendations to the City based on the City’s utilization to improve the EAP performance. The Data Analytics Manager shall participate in the City data analytics manager meetings and shall provide recommendations to support quality improvement programs, wellness initiatives, and plan design changes.

12.2. Account Management team shall meet with City Benefit Management liaison(s) via virtual platform on a regular cadence as mutually agreed to between the Contractor and the City, but no less than on a quarterly basis. The City may ad-hoc request Account Management team to meet in-person during the term of this Agreement, this will be at no additional cost to the City. The Account Manager shall maintain and share prior to each scheduled meeting an updated tracking and resolution log of all open and closed items and in a mutually agreed to format.

12.3. The Contractor shall provide the City an escalation process workflow diagram (must include contact name, title, contact information, date/time availability) to assist in matters which are unable to be solved at the account team level. The Contractor shall ensure that the City’s Benefit Management liaison’s consistently have the most up to date workflow diagram.

13. CONFIDENTIALITY AND COMPLIANCE

13.1. The Contractor shall maintain strict confidentiality of participant information in accordance with applicable federal and state laws, including HIPAA and other privacy protections. All services must be provided in a manner that safeguards the privacy of participants.

13.2. Contractor shall ensure that appropriate administrative, physical, and technical safeguards are in place to protect protected health information (PHI) and to ensure its confidentiality, integrity, and availability. The Contractor shall provide a comprehensive written description of the processes and controls that demonstrate how safeguards are implemented and maintained to protect PHI at rest, in transit, and during access.

13.3. Contractor shall not perform any of the Contract services outside of the United States, including not utilizing offshore subcontractors or third-party assignees provided for under this Agreement.

14. PROVIDER NETWORK COVERAGE REQUIREMENTS

14.1. Contractor shall maintain a provider network sufficient to ensure reasonable geographic access to in-person counseling services. Providers should be located within a practical distance of participant population demographics. The Contractor shall ensure availability of virtual counseling options to enhance accessibility for eligible employees, retirees, and eligible household members.

14.2. Contractor shall maintain and deliver to the City on a quarterly basis an updated digital provider directory that includes provider’s contact information, hours of operation and title.

15. BILLING REQUIREMENTS

15.1. Contractor shall submit detailed monthly invoice no later than the 10th of every month for each Service as follows:

15.1.1. EAP Services, the City shall be responsible for remitting monthly payment on a self-bill basis based on employee and retiree count per Exhibit B Fee Schedule.

15.1.2. Traumatic Event Services, monthly invoice, must include detailed Excel report by group (e.g., Police Sworn, Police non-sworn, Fire Sworn, Fire non-sworn, active non-sworn) and the invoice shall include number of counseling sessions, description of group, month/year, price, net amount.

15.1.3. Critical Incident, monthly invoice must include detailed Excel report that includes data points, such as, but not limited to: by group (request by and approved by details), description of critical incident, date/time, total duration, and group size. The invoice shall include duration (by hours), service type rendered (e.g., Critical Incident – virtual, in person, etc.) price, net amount by line item with grand total due.

15.1.4. Substance Abuse Professional (SAP) Services, invoice must include quantity (e.g., 1 employee), description of service rendered, case number reference, initials of employee/client, price, net amount, grand total amount.

15.1.5. Elder Care In Home Assessments and Report, invoice shall include each unit by line, description of services rendered, date/time, case number, client number, prices, net amount, and grand total amount.

15.2. Contractor shall allow for retroactive adjustments, as deemed necessary, and/or identified through internal audit/reconciliation initiatives.

15.3. Contractor shall agree to the most preferred method of billing as determined during implementation of this Agreement and approved by the City.

15.4. Contractor shall notify the City in writing of any proposed changes to remittance instructions no less than sixty (60) days in advance of the effective date of the change. No change shall be implemented without the City’s prior acknowledgement and approval. For security purposes, the City reserves the right to verify any such change.

16. END OF CONTRACT TRANSITION

16.1. The Contractor shall provide transition assistance as requested by the City to facilitate an orderly transfer of services to the City or newly selected Contractor, at least sixty (60) days prior to Contract end date, or the termination thereof. Contractor shall adhere to a ninety (90) day run-out period beginning the day after the last day of the final Contract year. Transition efforts shall include but not limited to:

16.1.1. Providing additional services and support as requested to successfully complete the transition;

16.1.2. Maintain services as called for by the Agreement;

16.1.3. Providing the City a copy of the most current operating procedures as it relates to the Agreement.

16.1.4. Contractor shall ensure that all necessary knowledge and materials are transferred to the City or designated third-party (e.g., newly selected Contractor, City designated Benefits Consultant).

16.2. Contractor shall support end-of-Contract transition efforts with technical and project support and provide the City a transition out plan. The Plan shall address all concerns, issues related to the closeout of the Agreement; any communication and reporting processes, outstanding billing, claims, or invoicing, any hardware, software, participant platform, web-portal, mobile application, licensing transfer points, etc., any relevant final training or discussion points, risk factors with the timing and transition out schedule.

17. ELIGIBILITY AND DATA INTEGRATION

17.1. The City shall determine eligibility of Participants for enrollment in and coverage by City sponsored benefit Plans.

17.2. The City's determination of eligibility for City sponsored benefit Plans shall be guided by federal, state and local rules, regulations and laws, including, but not limited to 26 U.S. Code 125, the Internal Revenue Code of 1986, the Patient Protection and Affordable Care Act (PPACA), Public Health Service Act (PHSA); the Consolidated Omnibus Budget Reconciliation Act (COBRA), the Family Medical Leave Act (FMLA), Medicare, Medicaid, and the Uniformed Services Employment and Reemployment Rights Act (USERRA), Federal Emergency Management Agency Act (FEMA), as well as City policies and collective bargaining agreements to the extent such policies and agreements meet or exceed other legal requirements.

17.3. The Contractor shall accept the City's HIPAA compliant, weekly electronic data transmissions as the official Participant eligibility/enrollment records, subject to adjustments as authorized by the City. The City reserves the right to implement a file transmission with Contractor at any time during the term of this Agreement.

17.4. The Contractor agrees to accept weekly eligibility files from the City at no additional cost to the City in adherence to the City's Security and EDI Protocols. The Contractor shall:

17.4.1. Provide the City a weekly discrepancy report

17.4.2. Integrate using the City’s EDI file layout

17.4.3. Encrypt all data storage and back up media.

17.4.4. Use only secured and encrypted PGP, FTP, SFTP, HTTPS, and VPN methods of data transmission as a means of sending and receiving files between City approved parties.

17.4.5. Use secure method to send and receive sensitive, confidential and PHI email communication between Contractor and City.

17.5. The Contractor shall provide technical assistance to the City as it relates to organizing, supplying, processing, or reporting the data.

17.6. The Contractor shall provide all necessary codes, definitions, and data sets or subsets, or other information the City requires within sixty (60) calendar days of the City's request. The Contractor shall provide data dictionaries in industry standard format, including crosswalk files. This data shall be maintained for no less than seven (7) years from termination of the Contract and shall be provided to the City at the termination of the Contract.

17.7. The Contractor shall conduct reconciliation on each data feed and work with the appropriate vendors to keep the data accurate and consistent among all parties as part of the base administrative fees and at no additional cost to the City.

17.8. The Contractor shall provide the City, or its designee all required electronic file feeds as requested by the City. Contractor shall not charge programming fees associated with data file transfers in current data file compliant formats. This data shall be made available through the City's File Transfer Protocol (FTP).

17.9. The Contractor shall establish PGP Encryption connections with the City as part of the base administrative fees and at no additional cost to the City.

17.10. The Contractor shall revise any data feeds according to any new file specifications requested and at no additional charge to the City.

17.11. The Contractor shall work with any of its internal systems, subcontractors' systems, or with the City's contracted vendors to identify opportunities to improve operational efficiencies and program efficacies.

17.12. Upon identification and determination of system problems, programming problems, or transfer problems, the Contractor shall notify the City of the issue immediately, but no later than 24 hours. The Contractor shall make every effort necessary to correct such problem as soon as possible including, but not limited to, working nights, weekends, and holidays, to minimize any negative impact to Participants and to maintain continual operations of the…