Attachment A_Final.pdf

Attachment A

Defense Civilian Personnel Advisory Service (DCPAS)

Employee Assistance Programs (EAP) & Work-Life Services

Critical Task Elements That Should be Addressed:

1. Describe your firm’s experience performing and managing the following critical tasks:

Critical Task Element Description

Task 1: Program

Management Support

Services

The Contractor shall provide oversight of the performance of its vendor employees, quality of deliverables, and support the federal government with current and emergent requirements for EAP and Work-Life services. These activities may include any, or any combination of, the following Sub-Tasks:

5.1.1. A dedicated Program Manager (PM) to work with

the DoD/WHS Office of Civilian Human Resources to support all aspects of this PWS including: demographics of the workforce, employee work schedules, and geographic distribution of employees, employee insurance coverages, specific job performance issues, current disciplinary policies and procedures, and types of personal issues already known to be of concern to employees.

5.1.2. The PM shall develop and recommend guidelines

and procedures concerning the identification and referral of employees who need help with personal issues.

5.1.3. The Contractor shall review the overall functioning

of the program on a monthly basis and coordinate needed adjustments with the COR. The contractor shall review all monthly invoices for accuracy and submit by COB of the first working day following day of receipt, through the

Wide Area Workflow e-business suite. The invoices must distinguish which specific DoD Component received or utilized the services. Invoices shall also indicate service type by CLIN and any associated sub- CLIN.

5.1.4. The Contractor shall provide a continuous quality

improvement program that measures the following:

Quarterly reports will be emailed to each agency no later than 30 days after quarter ends.

5.1.5. The Contractor shall notify the DoD EAP COR and

Program Manager in writing whenever a malpractice claim involving a DoD employee has been filed against the

Contractor. The Contractor will forward a copy of the malpractice claim within three (3) workdays after receiving notification that a claim has been filed. The

Contractor will also notify the COR and DoD/WHS EAP coordinator/director within 48 hours after any onsite

Counselor furnishing services under this contract is reported to the National Practitioner Data Bank. This notification will include the name, title, and specialty of the provider.

5.1.6. The contractor shall make recommendations to the

COR and Program Manager to ensure optimum counseling staffing levels and placement based on agency geographic dispersion, program utilization, affiliate counselor accessibility and other relevant factors to maintain program quality and access. The contractor shall track staff counselor capacity and affiliate counselor assignment utilization and make adjustments to onsite counselors hybrid schedule to meet requests for onsite services from

DOD. The contractor shall conduct an analysis of staff placement for all service areas and coordinate status with agency.

Task 2:

National/International

Call Center Support

The Contractor will ensure service is accessible through a dedicated toll-free telephone, a Video Teleconference

(VTC) number, or mobile app 24 hours a day, 7 days a week.

5.2.1. The contractor will be responsible for answering

phones within a timely manner (i.e. answers 85% of calls within thirty-seconds), establishing eligibility for services, and identifying the services needed (i.e., referral to a counselor or Work-Life specialist, referral to legal and financial experts, etc.)

5.2.2. The contractor shall provide access to language

translators covering more than 100 languages, as well as a phone system utilizing dedicated TDD equipment for quick and easy access to services for those who are hard of hearing.

5.2.3. This service shall serve as the gateway to EAP and

Work-Life services access, and mental health professionals. Initial call must obtain information from employee regarding permission, specifying what information can be disclosed and to whom. The Contractor must ensure that a Contractor staff member answers 85% of calls within thirty-seconds.

5.2.4. The contractor shall provide international phone

support services. Employees in international locations who are seeking services will be instructed to call the DOD dedicated toll-free number to reach Contractor’s National

Service Center staff and securely refers the employee to an international affiliate. International services including active phone number and services will be available

24/7/365.

Task 3: Web Based

Services

The Contractor shall provide a user-friendly suite of web services with fast and easy access to interactive tools and resources on a wide range of topics. Employees will gain access to the websites through an authorizing code.

5.3.1. The contractor shall provide valuable assessment

tools; searchable databases; articles; information on topics such as depression, lifestyle management, parenting, retirement, finances, substance abuse, workplace conflicts, and family issues.

5.3.2. The contractor shall provide a "self-serve" web

service option that enables employees to obtain accurate information and help with sensitive issues, such as mental health and drug abuse.

5.3.3. In performance of this task, the contractor shall

provide all necessary personnel, infrastructure, and technical support to implement and maintain a comprehensive, professionally accurate, and user friendly website. The Websites and all electronic materials must be compliant with Section 508 of the Rehabilitation Act of

1973, as Amended 29 U.S.C. 794 (d).

5.3.4. The contractor shall provide easy entrance to the

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

5.3.5. The Contractor shall have a comprehensive on-line

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

5.3.6. Website Branding and Page Customization: The

Contractor shall customize the home page of the website to meet the federal government’s needs.

5.3.7. Website Privacy: The Contractor shall maintain the

privacy and confidentiality of website users including adherence to the following privacy guidelines:

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

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

▪ The federal government owns all employee membership information and all site logs. When requested by the COR, the Contractor shall provide the COR with membership information and site logs, such as the total number of website usage separated by component.

▪ The Contractor must treat any federal government-provided employee information as proprietary.

Such information may only be used for the purposes of supporting this contract. Under no circumstances should this information be shared with any third parties without the written permission of the COR.

5.3.8. Resource Links to Other Websites: The Contractor

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

5.3.9. Website Advertisements: Sites branded for the

federal government, or program content elected as an option under this contract may contain advertisements from the Contractor. All advertisements and links to other websites that contain advertisements must have the prior approval of the COR.

5.3.10. Self-Assessment Tools: The Contractor shall have

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

5.3.11. Self-Guided Skill Enhancement Tools: The

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

5.3.12. Online Chat: The Contractor will provide EAP

staffed online chat during normal business hours (8am –

4:30pm) Central Standard Time (CST) to seek assistance.

5.3.13. Supervisor Links: The Contractor shall provide

separate supervisor links that are designed to provide training on supervisor related issues. These sites shall include online interactive, for example periodic knowledge assessments, training and will allow managers to learn at their own pace and participate on demand. Managers shall also be able to schedule consultation appointments with

EAP professionals.

5.3.14. Message Forums: The Contractor may be required

to develop and maintain message forums that provide overviews of newsworthy topics of interest. The

Contractor shall be responsible for refreshing any such message board.

Task 4: EAP Counseling The Contractor shall provide up to six (6) sessions of short-term counseling per issue per calendar year, assessment/referral services for wide range of issues and life management issues that could adversely affect job performance or conduct. All clients are to receive an initial appointment in a timely fashion regardless of where the employee is located. The Contractor shall provide the option to elect an Appointment Search concierge service which guarantees an appointment within seven business days of the initial call. Example of issues include but are not limited to the following:

▪ Personal Health

▪ Substance abuse/dependency including alcohol and drugs

▪ Marital, parenting and family issues

▪ Emotional conditions (such as depression, anxiety, trauma)

▪ Compulsive disorder and addictions

▪ Grief and loss

▪ Sexual Harassment/Sexual Assault

5.4.1. The contractor shall provide qualified counselors as

a part of the National Call Service Center operations at all times to immediately and directly interact with the caller, e.g., when a direct counselor response is required by the federal government, when the Customer Service

Representative determines that a counselor’s involvement is needed, or when the caller requests to speak to a counselor. Certain categories or groups of callers may be required to be immediately connected to specialized resources, e.g., law enforcement callers.

5.4.2. The contractor shall provide both face-to-face and

telehealth counseling services available through the program’s extensive national and international network of counselors, primarily during normal business hours.

5.4.3. International Counselor: The program has a world-

wide network of counselors. In international locations, the

Contractor must provide services consistent with the laws of the host country and in accordance with any agreements with the host country.

5.4.4. Management and Organizational Services: The

Contractor shall provide unlimited consultation to supervisors and managers for concerns or issues related to an employee’s conduct or performance. The Contractor provides guidance and consultation to help supervisors and managers identify, interact with, and refer employees with performance or conduct issues to the program.

Consultation regarding organizational issues may include sexual harassment, drug-free workplace, downsizing, conflict resolution, and workplace violence.

5.4.5. In the event of a death of the DoD civilian

employee, the DoD CEAP will also be available, up to 3 months, to the employee’s dependents and household family members to receive short- term bereavement support with transition to local agency resources upon request.

Task 5: Onsite Counselors The contractor shall provide master’s level or higher, licensed mental Onsite Counselors. These health professionals will provide employees and their family members with short-term, solution-focused services. EAP consultants focus on prevention, early intervention, and practical resolution to life’s challenges. Services include assessment, short-term, solution-focused problem solving, and referral to community resources. Onsite Counselors also provide emergency information and referrals. Onsite

Counselors are available for face-to-face or telehealth sessions at designated times throughout the business day.

The onsite Counselors may be authorized in writing by the

COR or CO through the DOD Program Manager, to work a hybrid schedule to include a combination of both on-site and off-site support at the designated worksite, or remote site during DOD core hours. The contractor shall provide

Domestic Affiliate Counselors to include the following:

▪ Regarding the location and Confidentiality of

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

▪ All counselors shall be licensed and/or certified in the state where services are being provided and have, at a minimum, a master's degree in the mental health field and at least five (5) years counseling experience.

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

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

5.5.1. Onsite Counselors shall provide management

consultation, employee and supervisor orientation, presentations (trainings/seminars), at the site they are assigned or virtually.

5.5.1. Onsite Counselors shall provide management

consultation, employee and supervisor orientation, presentations (trainings/seminars), at the site they are assigned or virtually.

5.5.3. The Contractor shall secure all required credentials

needed to obtain a DoD Common Access Card. The

Contractor will also promptly provide other information when requested by the agency when the agency determines the information is needed to resolve issues, customer complaints, and related concern. The Contractor’s Onsite

Counselors will have at a minimum a public trust investigation for personnel working under this contract.

5.5.4. Communications: The Contractor will ensure that

communications to Onsite Counselors which relate to presence or operations with agency personnel and population are communicated in timely manner.

Participation in Agency Activities. In addition to set responsibilities as outlined above, Onsite Counselors will participate in agency meetings when appropriate to include but not limited to installation community action team

(CAT) and community action board (CAB). Staff counselors will also collaborate, when appropriate, with installation helping agencies to increase awareness and synergy of efforts.

5.5.5. Onsite Counselor support will be performed by a

mix of both dedicated and part-time counselors as required at each of the following specific locations.

5.5.6. Onsite Counselor Absences: During the year, Onsite Counselors may be away from the office on sick leave, vacation, or responding to a critical incident. They may also be away from the office to participate in mandatory or professional training to maintain their licensure. In total, counselors may be absent from their assigned sites for up to five (5) weeks (or parts of multiple weeks) over the course of the calendar year. Program services remain available to all employees, despite a scheduled or planned counselor absence. The program’s

National Service Center is available twenty-four hours a day, seven days a week through a toll-free telephone number. Employees who contact the program will be referred to counselors in their local area. Onsite

Counselors shall post their schedules and instructions on how to access services in their absence.

5.5.6.1. When a counselor is scheduled to be out of the

office in excess of one (1) week, the Contractor shall make notification to the agency to ensure local site awareness and provide opportunity to mitigate the absence. The

Contractor will ensure notification to National Service

Center to ensure referrals are directed to local area affiliate providers who are available to provide support.

5.5.6.2. Generally, the contractor will not provide a

substitute when a Field Consultant/Counselor is on short-term leave. The contractor will ensure notification to

National Service Center to ensure referrals are directed to local area affiliate providers who are available to provide support.

5.5.6.3. The Contractor shall work with DoD to set Onsite

Counselor staffing levels and placement based on agency geographic dispersion, program utilization, affiliate counselor accessibility and other relevant factors to ensure cost-effective placement of counselors while maintaining program quality and access.

5.5.6.4. The number of staff counselors may vary based on

an increase or decrease in the number of employees covered and/or based on increase or decrease needs of each customer organization.

5.5.6.5. Annually the Contractor shall conduct an analysis

of staff placement for all service areas and coordinate status with the agency.

5.5.6.6. The number of staff counselors may also be

adjusted based on the development of program access, service delivery systems, and agency needs. The agency will provide the Contractor 30days’ notice when an Onsite

Counselor is no longer needed at a particular facility.

5.5.6.7. Each On-Site Counselor shall be assigned under

the supervision of qualified Clinical Supervisor. Remote work shall be performed with the degree of skill, care, and judgment which is in accordance with the highest professional standards in the industry. Counselors will be accessible to customers during DOD core hours of 8:00

AM to 4:30 PM, when needed.

5.5.6.8. Private Practice Restriction: Onsite Counselors

may not accept as private clients any person or family member of a person who contacts the Onsite Counselors through the EAP office.

5.5.6.9. The vendor will bill monthly for services provided.

Monthly billings will be prorated based on any On-site vacancies during that month, as measured in days. For example, if 3 of 30 days in a month were vacant, the vendor will bill only 90% of the full monthly amount.

Vendor will maintain a schedule of all vacant and non-vacant days in support of all invoices submitted.

Task 6: Critical Incident

Response Services

The contractor shall provide critical incident response

(CIR) services to support employees, managers, and the

Agency’s organization after disturbing or traumatic event.

The goal of a critical incident intervention is to minimize the potential impact of a traumatic event by helping employees and the organization return to normal productivity as quickly as possible. Crisis response activities may include individual consultations;

psychological first aid; CIR debriefings; crisis management briefings; and/or grief education presentations. Within twenty-four (24) hours of any critical incident, Staff Counselors shall notify the COR or other designated official. The COR or designee may require additional written information and/or ad hoc written reports about the critical incident and response. Each

Supervisor shall review, comment on, consult with the

Contractor's legal counsel when appropriate, and make suggestions regarding corrective actions to the handling of

Critical Incidents. Supervisor's comments and suggested corrective follow-up shall be received by the COR within seventy-two (72) hours after the occurrence of any critical incident.

5.6.1. The contractor shall assist with emergencies in the

workplace to include unlimited critical incident stress debriefings and, grief counseling (events). The Contractor shall, within fifteen (15) days after award of the contract, submit via electronic mail to the COR for approval, written protocols and procedures for Critical Incident Stress

Management. The Contractor shall ensure that it has a cadre of International Critical Incident Stress Foundation trained professionals located throughout the country. At the request of the COR, these professionals shall be utilized to provide CISM services. The following program elements shall be included in the CISM protocols and procedures.

5.6.2. One event equals one provider per day for up to

four (4) hours at one location. No charge when facility’s own onsite counselor is providing the service.

5.6.3. Emergency Services for Non-federal Employees

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

5.6.4. If additional surge support is required, an agency

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

5.6.5. Contractor will be notified at least 3 calendar days

in advance of any cancellation. Any cancellation less than

3 calendar days that have been staffed, will be charged at full cost.

Task 7: Drug-Free

Workplace Services

The Contractor will provide for the Drug-Free Workplace

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

5.7.1. Self-Referral/Prevention: The contractor shall

provide counseling and assistance to employees who self-refer for treatment.

5.7.2. The contractor shall provide needed education and

training on types and effects of drugs, symptoms of drug use and their impact on performance and conduct, relationship of the EAP to drug testing, and related treatment, rehabilitation, and confidentiality issues.

5.7.3. The contractor shall provide education and training

to assist supervisors and managers in recognizing and addressing illicit drug use by agency employees.

5.7.4. The contractor shall provide agency referrals due to

Positive Drug and or Alcohol Test.

5.7.5. DoD agency employees who test positive for drug

and alcohol screenings as a result of their DFW are mandated to complete a substance abuse assessment by a qualified provider. Employees who are regulated under

Department of Transportation will have an assessment completed by a Substance Abuse Professional (SAP) as outlined under DOT Order 3910.

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

5.7.6. The contractor will assist in locating recommended

treatment/education and monitor their compliance. As well as provide support to agency management and employees on their return-to-work support.

5.7.7. The contractor will provide an employee’s

treatment recommendation(s) on DOT and non- DOT referrals, compliance, and progress to the Agency with the appropriate signed release of information.

Notification shall be provided in writing of compliance, non-compliance, treatment completion and finally, program completion.

5.7.8. All referrals will be managed by

National/International Call Center Support Team.

5.7.9. The contractor shall ensure that confidentiality of

test results and related medical treatment and rehabilitation records are maintained in accordance with Federal

Regulations.

5.7.10. EAP shall not be involved in the collection of urine

samples or the initial reporting of test results.

Task 8: Legal and

Financial Services

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

5.8.1. The contractor shall provide a legal/financial online

resource library. This service makes available numerous articles providing information on important legal and financial matters. Also included is a Legal Document

Library that provides examples of 50 different legal documents. The Contractor shall provide an online EAP and Work-Life program with information, assistance and resources for family & care giving, emotional well-being.

5.8.2. The Contractor does not provide advice on issues

regarding the DoD EAP and Work-Life Program, its employers, other providers or attorneys associated with this this Program, or matters relating to an employee’s job.

In addition, legal and financial referrals are not endorsements or recommendations of any specific attorney, law firm or financial advisor. Employees are solely responsible for selecting and employing an attorney or financial advisor.

Task 9: Work-Life

Services

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

5.9.1. Child Care and Parenting: Parenting tips and tools;

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

5.9.2. Adult Care and Aging: Care options and living

arrangements; caregiver issues and concerns; community and local services; emergency, respite, and hospice care;

grief and bereavement; health insurance; home meal delivery programs; hospitals; in-home services; retirement;

and support groups.

5.9.3. Academics and Financial Aid: Information on pre-

kindergarten through doctoral-level and continuing education; grants and scholarships; tutoring services;

extracurricular activities; and public and private options.

5.9.4. Services for Children with Special Needs:

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

5.9.5. Pregnancy, Infertility and Adoption: Prenatal care;

birthing options; breastfeeding; formula feeding; adoption agencies and resources; managing international adoptions;

legal issues; and support groups.

5.9.6. Everyday Responsibilities: Moving and relocation;

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

5.9.7. Senior Care Management (SCM). The program

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

5.9.8. Work-Life Kits: which contain helpful educational

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

▪ Prenatal Kit for employees who are starting family

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

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

▪ College Kit to help students safely transition to college

▪ Be Well Kit to help employees proactively manage their health

▪ Emergency Kit to help employees prepare for emergencies

▪ Pet First Aid to help keep pets safe and healthy

5.9.10. Backup Care: Backup Care assists employees in

finding and paying for temporary/backup care when they need to get to work, and their regular care plans are disrupted. The program offers placement with vetted network childcare centers and/or in-home caregivers for a low co-pay. Members also have the option to use caregivers of their choice--and the program will reimburse them the full cost of care, if they use other licensed providers or privately secured caregivers of choice (e.g., trusted friends or family members) the copay is at a higher cost. Employees are eligible for up to 10 visits per employee per year, which can be used to cover care for children, adults, and/or self-care for employees recovering from an illness/injury.

Task 10: Outreach and

Promotion Services

The contractor shall provide outreach to promote the EAP and Work-Life program benefits through orientations, educational presentations, marketing, campaigns, and

Webinars.

5.10.1. Program Promotion: The Contractor shall provide

standard promotional materials with DoD/WHS contact information and logo. Promotional materials such as brochure, flyer and posters will be co-branded with contractor and DoD/WHS.

5.10.2. Standard materials will be emailed to the

DoD/WHS, or be available online, to keep agency costs down and to align with governmental green efforts.

5.10.3. Any customization of promotional materials will be

at the expense of the Agency.

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

▪ One (1) brochure per employee per contract year

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

5.10.5. Additional material requests will be at the expense

of the Agency.

5.10.6. The Contractor shall ship printed promotional

materials to select offices for Agency to distribute.

5.10.7. Campaigns and Routine Program Promotion. The

Contractor shall provide monthly electronic campaigns to promote the EAP and Work-Life programs. The

Contractor shall also disseminate electronic tip sheets and informational resources during times of crisis or when issues arise that impact federal employees (e.g., furloughs).

The Contractor shall provide co- branded logo materials.

Additional customization of the promotional materials can be done at the expense of the federal government.

Task 11: Supervisor and

Employee Orientations

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

5.11.1. Information Released to Supervisors: The

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

Life services office to supervisors, and or other members of the Agency.

5.11.2. During the supervisor orientation, supervisors learn

about their roles and responsibilities for the successful implementation and utilization of the program, including techniques and procedures for referring employees to the program.

5.11.3. During the employee orientation, employees

receive information about how to access the program and the range of services offered.

5.11.4. Supervisor and employee orientations are available

online via the website and can be viewed at any time.

5.11.5. At program start up and throughout the life of the

agreement, the Agency and Contractor negotiate the manner in which orientation sessions are delivered (in-person, telephonically, and/or online). As a general guideline and where geographically feasible, the

Contractor will provide in- person orientations when there are at least 15 people attending.

5.11.6. In locations with multiple federal agencies, the

Contractor will encourage joint orientation sessions at no additional cost to the requesting agency or the other agencies in attendance.

5.11.7. Contractor will provide Co-branded orientation and

handouts at the expense of the federal government.

Orientation recorded on the contractor website will not be branded.

5.11.8. Educational Presentations, Seminars and Webinars:

The Contractor shall use standard training materials with the DoD logo for programs that provides a variety of educational presentations and seminars, many of which are available online. Presentations and seminars provide information regarding behavioral health, emotional well-being, and everyday work or life concerns, and are a vehicle for promoting other services.

5.11.9. The Contractor has a nationwide network of

presenters with experience in public speaking in various specialty areas.

5.11.10. The Contractor representatives shall also

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

5.11.11. In-person presentations and seminars will be

provided for a minimum of 15 persons.

5.11.12. To maximize effectiveness, it is suggested that

agencies work with the Contractor to plan effective outreach.

5.11.13. The Contractor shall receive a minimum 30-days’

notice prior to a scheduled presentation, seminar. If the

Contractor receives less than a 30-day’s notice, the

Contractor will make its best effort to meet the request of the Agency, but the Contractor shall not guarantee that the request can be met.

5.11.14. Presentation and seminar materials will be

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

5.11.15. Educational presentations and seminars not done

by Onsite Counselors at their own location will be on a fee for service basis and must be pre-approved by the COR.

5.11.16. Contractor will Co-brand presentation and

seminar handouts at the expense of the federal government. Presentation and seminar recorded on the contractor website will not be co- branded.

5.11.17. Training Contractor will be notified at least 5

business days in advance of any cancellation of requested presentations, seminars, orientations, and health fairs that was requested and scheduled by the Government. Any cancellation without 5 business days’ notice will be charged at full cost.

Task 12: Quality Control 5.12.1. The Contractor shall be responsible for assuring that counselors are available to meet with employees and their family members at a mutually agreeable time.

5.12.2. The Contractor shall ensure that initial

appointments are made and conducted in a timely manner.

5.12.3. The Contractor shall provide necessary coverage

through the efficient assignment of qualified staff.

Additional affiliate coverage may, at the contractor’s discretion, be utilized to ensure that employees are seen within a reasonable distance and commuting time from the client’s home or worksite when services are to be delivered face-to-face. Any affiliate coverage will adhere to the degree and other credential requirements (see segment that discusses the roles, credentials and license e.g., “counselor” etc.) and adhere to and meet confidentiality and security requirements. All counseling sessions will be provided at private offices within 10 miles for urban areas, 25 miles for suburban areas and 40 miles for rural areas in relation to the employee’s worksite and/or residence.

5.12.4. The Contractor shall notify the agency when the

duty-to-warn is invoked because the stated intended victim is an employee of or connected to the Agency, consistent with applicable law.

5.12.5. The Contractor will promptly provide information

when requested by the Agency when the Agency determines the information is needed to resolve issues, customer complaints, and related issues, exclude

Protective Health Information (PHI).

5.12.6. Client Satisfaction Survey: The Contractor shall

distribute a Client Satisfaction Survey to all clients who use EAP and Work-Life services. At the end of the counseling/problem solving process, the Contractor shall e-mail client satisfaction surveys to each client utilizing the program. The Contractor shall tabulate and provide statistical reports on a quarterly basis. Reports should include the total number of surveys issued and the total number completed.