RFP_26-500-01_Questionaire.xlsx

1. Instructions CalHR EAP RFP

Bidder Instructions:

1. Responses to this questionnaire will be used for the proposal analysis.

2. Some questions have a drop-down for "yes" or "no" or other limited options, other questions require a text response.

3. Please carefully review the instructions at the top of each tab. Note that responses to tab 5 (Pricing Assumptions) are only required if bidder's model includes a PEPM + utilization-based counseling and coaching fees that are billed separately to the employer. If the bidder's solution only includes a PEPM, completion of tab 5 is not required.

4. Please send any questions to: Christine.Schulze@mercer.com, Anne.Somerset@mercer.com, Josephine.Tang@mercer.com, and Madeline.Adamy@mercer.com.

• Level 1 employees: ~57,000 First Responders with CalFire, California Highway Patrol (CHP) and the California Department of Corrections and Rehabilitation (CDCR), who are eligible for up to twenty-eight (28) counseling sessions per member, per year with culturally competent counselors who specialize in supporting First Responders and their families. The EAP benefit extends to employees, employee's spouses or domestic partners, and eligible dependents.

• Level 2 employees: ~33,000 employees in support roles at CalFire, California Highway Patrol (CHP) and the California Department of Corrections and Rehabilitation (CDCR), who are eligible for up to twelve (12) counseling sessions per for member, per year. The EAP benefit extends to employees, employee's spouse or domestic partner, and eligible dependents.

• Level 3 employees: ~153,000 employees in other roles who are eligible for up to three (3) counseling sessions per member, per year. Benefit extends to employees, employee's spouse or domestic partner, and eligible dependents.

Client and Opportunity Overview: The State of California is seeking a bidder partner to provide a holistic Employee Assistance Program (EAP) solution that encompass the five elements of well-being: career, physical, social, financial, and community, as well as mental well-being. Examples include but are not limited to digital emotional wellness tools, mindfulness and resiliency activities, stress management tools, legal services, financial wellbeing services, wellbeing coaching, appointment assistance, in-person and virtual counseling, work-life services (elder care, child care, referral services), identity theft resolution, community resources, and discount centers.

Currently, there are three levels of counseling services. The number of counseling sessions available for the employee, the employee's spouse or domestic partner, and eligible dependents is based on the employee’s employment level (e.g. Collective bargaining identification code). The EAP can be accessed by self-referral, supervisor recommendation, and formal referral (referral by HR, but participation is voluntary).

The organization has 148 departments across the state, and departments may have multiple field offices. CalHR Benefits Division supports departmental EAP Coordinators. Those Coordinators, in turn, support employees in understanding and accessing the EAP. This means the selected bidder may interface with 148 EAP Coordinators who need support to serve their department's employees. Therefore, it will be important to provide a dedicated Account Executive based in California, with extensive experience working with large public agencies, including First Responders (e.g. law enforcement, protective service, public safety and fire agencies), ensuring a deep understanding of the unique challenges and needs faced by these groups. It's critical that the Account Management team provide strong, proactive, comprehensive account management, including strategic and operational support on a regular basis. The bidder will also be required to participate in a number of meetings (in-person and virtual) throughout the year, including but not limited to stewardship meetings, mid-year reviews, reporting reviews, etc.

Strong member support from Customer Service Representatives and licensed, master's level mental health professionals (dedicated or designated) with a clear understanding of the State of California's culture and demographics, is expected to be available via a dedicated toll-free phone number 24 hours a day, 7 days a week, including holidays. The bidder must hold an active Knox-Keene license, be registered with the Secretary of State to do business in the State of California, have a call center located in California and meet all other listed minimum business requirements.

A robust website and mobile app that includes, among other things, self-guided tools, resiliency activities, assessments, guidance, articles, pod-casts, videos, referrals, on-line provider scheduling, etc. is expected to be accessible without a requirement to log-in.

The State requires comprehensive organizational support including but not limited to formal referrals, manager consultations, training and Critical Incident Response. Subject matter experts must be available for training (on-site and virtual) to deliver engaging and informative content that addresses the specific needs of various departments. The bidder is also expected to conduct 'Train the Trainer' sessions to ensure the EAP Coordinators are well-equipped to manage and promote EAP resources effectively. The State requires a robust critical incident support system that includes providers with experience in supporting the unique needs of First Responders. This system will encompass crisis intervention services and ongoing follow-up support to ensure long-term recovery and well-being.

A diverse, experienced provider network that allows members to select providers based on nuances of diversity such as gender, race, ethnicity, LGBTQ+ competency, age, location, language, etc. is expected. These aspects of provider diversity should be accessible on the member website, allowing members to view them without the need to make a phone call.

Bidders should have a demonstrated, best-in-class provider network who use evidence-based treatment and assess the effectiveness of interventions through evidence-based clinical outcome tools such as the PHQ-9, GAD-7, C-SSRS, AUDIT, SBIRT, DAST-10 and PSS to ensure that the services provided lead to meaningful improvements in member health.

Further, experience with branding, innovative and proactive promotion of the EAP program is required, including developing and providing co-branded digital content (web/mobile app), educational and outreach materials specifically tailored to the State of California, such as brochures, supervisor/coordinator handbooks, posters, wallet cards, newsletters, and promotional items. The vendor partner will be required to print certain communication material and remediate all digital materials for accessibility compliance for those using assistive technology, using Common Look®.

Finally, the bidder partner will not invoice the State of California for any fees until after the platform/program has launched.

Additional Instructions With your submission, please include the following additional attachments:

•Rate card (if quoting utilization-based pricing model) •Sample reporting •Sample view of the reporting dashboard •Most recent ROI study •Sample communications package (including samples of promotions in Spanish) •Training/workshop catalogue •Eligibility file specs •Documents that provide insight into your company's financial stability (e.g., financial rating, annual reports and financial statements, etc.).

•EAP organization chart •Complaint and grievance procedures •A copy of the questionnaire used in selecting and evaluating Critical Incident Support providers •A copy of the contract used to hire network providers for EAP counseling and for Critical Incident Support •Detailed project implementation work plan that illustrates desired time for implementation, all key activities, and the person on your team who would be responsible for each activity. Call out any critical dates that must be met in order to keep the implementation on schedule and all implementation-related costs must be detailed in the financial proposal response.

2. Core EAP Questions CalHR Core EAP RFP Questions

Bidder Instructions:

Please provide your responses in columns B & C as applicable. If column B is in grey, please respond in column C. If column B has a drop down, please select a response and provide comments as necessary in column C only. Please limit responses to 5,000 characters.

Please use the following definitions as you answer the questions below:

• CSR: Customer Service Representative, non-clinical support for non-clinical questions about the EAP benefit (e.g. session model, provider's network status).

• CM: Care Manager, a licensed mental health professional with a minimum of a master's degree in a metal health field (e.g. LMFT, LCSW, LPC), who provides 24/7 telephonic support to members regarding clinical needs (e.g. triage and referral, crisis support).

• Client: Refers to employers who have contracted with your EAP to provide services for their membership.

• Member: Refers to individual employees, employees' spouses or domestic partners, or eligible dependents who utilize the EAP.

• Covered Lives: Refers to the number of total individuals covered under your EAP.

• EAP Provider Network: The contracted, licensed mental health professionals who have a minimum of a master's degree in a metal health field (e.g. LMFT, LCSW, LPC), and who provide counseling to member's either in-person or virtually.

• Train the Trainer Sessions: Training to prepare departmental EAP Coordinators, leaders, management, personnel staff, stakeholder, and trainers to conduct additional EAP orientation and supervisor/management training for their department employees.

• Peer Support Program: This program is comprised of employees trained to provide peer support for employees with mental health concerns by providing empathy, validation and guidance to the EAP when appropriate.

delivery.

out by service type (ex: claims, customer services, etc.).

claims and clinical systems into your organization.

•If your organization is involved in a merger or acquisition expected to close within the next 18 months, please provide the details of that transaction and expected close date.

for payment?

for substance abuse treatment, medical dx (e.g. diabetic coaching) executive/career coaching)

• Clinical and operational assessments typically include:

• Review of policies and procedures governing clinical interactions with members

• Redacted case reviews of selected member experiences with your program, and associated call recordings or text conversations supporting member needs

• Process work flows and escalation protocols

• Detailed information on staffing credentials and ongoing training efforts

• Quality assurance measures to support the integrity of your offering

• Network development and management standards

LGBTQ+ competency, modality, location, etc.)

- Calculate each type of utilization by (number engaged cases/average eligible population for the reporting period) * 100 unless otherwise indicated; for the purpose of this exercise, an engaged case is defined as one in which a member has at least one session (virtual or in-person) with a provider in your network or utilized a service (e.g. Legal, financial, ID Theft, etc.)

- For dCBT please (number of individuals completing at least one module/average eligible population for the reporting period) * 100.

- For website utilization, engagement is defined as the number of individuals accessing resources.