RFP26-0047_Exhibit_3_-_City_of_Orlando_Utilization_Report.pdf

PDF 722 KB Posted Apr 7, 2026

Attached to: Employee Assistance Program
Solicitation number: RFP26-0047
Issued by: Orange County, Orlando City, Florida

About this file

Written by GovTribe AI · Apr 20, 2026

This is a utilization report for the City of Orlando, Florida's Employee Assistance Program (EAP) contract for the reporting period January 1, 2025 through December 31, 2025. The report documents service delivery metrics for approximately 3,650 to 3,706 covered employees throughout the year. The EAP provided member services including telephonic clinical support, counseling, referrals, legal/financial assistance, on-site counseling, general consultation, and coaching, with an overall annualized utilization rate of 12.4% and an annualized engagement rate of 5.7%. Organizational services included critical incident consultation cases, critical incident on-site services, management consultation events, management referral events, and training/webinar sessions. The report details quarterly and monthly service utilization trends, member demographics, presenting issues, and engagement patterns across multiple service categories and delivery modalities (face-to-face, chat, telehealth, and telephonic).

The report demonstrates significant service activity across all service categories, with 487 total services delivered toward the utilization rate and 2,637 management consultation cases handled during the reporting period. Website utilization showed 584 sessions with 49 unique users and 2,302 topic-of-interest visits, with life relationships and resources representing the top topics of interest at 40.6% of visits. The provider delivered fourteen public webinars across the year with 7.545 total hours of training content and engaged in one critical incident response in October 2025 involving three organizational participants. Member presenting issues were predominantly relationship/marital concerns (16.6%), trauma/PTSD (4.1%), and anxiety (7.3%), with varying prevalence across age groups and employee versus dependent populations. The data reflects active utilization of EAP services with consistent quarterly engagement and indicates the provider's capacity to serve the City's diverse workforce including law enforcement, firefighters, professional staff, and blue-collar personnel.

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Other files

File	Type	Posted
Employee_Assistance_Program_(Addendum_#1_Revision).pdf	PDF	Apr 17, 2026
Employee_Assistance_Program.pdf	PDF	Apr 9, 2026
RFP26-0047_Exhibit_4_-_EAP_Mental_Health_and_More_Brochure-11.2025.pdf	PDF	Apr 7, 2026
RFP26-0047_Exhibit_3_-_City_of_Orlando_Utilization_Report.pdf	PDF	Apr 7, 2026
RFP26-0047_Exhibit_2_-_EAP_Census.xlsx	XLSX spreadsheet	Apr 7, 2026
RFP26-0047_EXHIBIT_1_-CONTRACT.pdf	PDF	Apr 7, 2026

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Business Units list for this PS All

Report Start Month Jan

Start Date 1/1/2025

End Date 12/31/2025

Parent_Name City of Orlando - FL

Business_Unit All

To generate a report by Business Unit, first select the Parent Name from the filter above, then Select the Business Unit from below.

Jan-21-2026

City of Orlando - FL (All Business Units)

Utilization Report 1/1/2025 to 12/31/2025

Program Overview

City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025

Place Holder YTD PYTD

Employee count Covered

Total Member Services

Total Organizational Services

Annualized Utilization Rate

Annualized Engagement Rate

3,4503,645

386451

457140

12.4%13.4%

5.7%6.0%

Member Services

Actual Utilization Rate = (Total Member Services + Critical Incident Consultation + Critical Incident On-Site Participants + Management Consultations) / Total Covered Employees

Annualized Utilization Rate = The forecasted utilization rate for a one year period. The formula is: Actual Utilization Rate * (365 / # of days in reporting period)

Annualized Engagement Rate = Members utilized at least one RFL service over the course of reporting period. ((Unique Members/Total Covered Employees)/no of days)*365

Q1 Jan Feb Mar Total

Q2 Apr May Jun Total

Q3 Jul Aug Sep Total

Q4 Oct Nov Dec Total

1.2%

17.8%

3,575

1.0%

19.5%

3,575

1.1%

19.8%

3,575

2.5%

57.1%

3,575

0.7%

7.2%

3,656

0.8%

13.8%

3,656

0.8%

9.5%

3,656

1.6%

30.5%

3,656

0.6%

11.1%

3,678

0.6%

5.2%

3,678

0.9%

14.4%

3,678

1.4%

30.7%

3,678

0.9%

21.4%

3,706

0.8%

12.0%

3,706

0.9%

10.7%

3,706

1.9%

44.0%

3,706

Notes:

Total Member Services included for the above summary:

Telephonic Clinical Support Counseling Referrals Worklife Requests Legal/Financial Referrals On-Site Counseling General Consultation & Referrals Coaching

Total Organizational Services included for the above summary:

Critical Incident Consultation Cases Critical Incident On-Site Services Participants Management Consultation Events Management Referral Events Training/Webinar Sessions Training/Webinar Participants

Q1 Jan Feb Mar Total

Q2 Apr May Jun Total

Q3 Jul Aug Sep Total

Q4 Oct Nov Dec Total

YTD

Total Services towards Utilization Rate 168585753 93294222 90411633 136333766 487

19.0% 10.2% 10.2% 14.7% 13.5%

3,5753,5753,5753,575 3,6563,6563,6563,656 3,6783,6783,6783,678 3,7063,7063,7063,706 3,654

Program Overview

YTD PYTD

General Consultation

FaceToFace

Chat

TeleHealth

Telephonic Consultation

Legal and Financial

Work Life Request

Grand Total 305

Member Engagement

YTD PYTD

Management Consultation Cases

Management Referral Events

Critical Incident Consultation Cases

Critical Incident/Clinical Onsite Services

Organizational Services

Critical Incident Participants 154

Training - Free Webinar 313

Training/Webinar Sessions

Meetings and Orientations

Q1 Jan Feb Mar Total

Q2 Apr May Jun Total

Q3 Jul Aug Sep Total

Q4 Oct Nov Dec Total

Q1 Jan Feb Mar Total

Q2 Apr May Jun Total

Q3 Jul Aug Sep Total

Q4 Oct Nov Dec Total

Note: Authorizations with no sessions aren't included in this Member Engagement summary table.

4 4

Grand Total 9 10 7 26 8 14 3 25 3 4 7 14 16 9 5 30

1 1

3 3 1 1 2 1 1 2 3 3 6

YTD PYTD

Relationship: Marital/Sig..

Trauma/PTSD

Anxiety

Other Member/Benefit In..

Workplace Crisis (CI an..

16.6%16.9% 4.1%7.1% 7.3%6.9% 5.2%6.7% 2.3%5.3%

Top 5 Presenting Issues

Female 48%

Male 51%

Gender

5-12 13-19 20-29 30-39 40-49 50-59 60+

100% 60%

42% 43%

53% 58% 57%

45%

29% 30%

18%

1% 5%

9% 6%

Age by Gender

Relationship:

Marital/Sign. Other Anxiety Grief/Loss Other Member/Benefit

Inquiry Trauma/PTSD Stress/Distress Self Esteem/Personal Dev Relationship: Family Workplace Crisis (CI and Trauma) Anger

YTD

Employee Dependent

PYTD

Employee Dependent

0.2% 3.5%

0.0% 5.3%

0.7% 2.4%

0.0% 3.8%

0.7% 4.2%

1.3% 5.8%

0.2% 6.4%

0.7% 4.4%

2.7% 4.2%

2.2% 14.6%

1.0% 2.3%

1.0% 1.3%

0.8% 4.1%

0.5% 3.9%

0.0% 6.5%

0.0% 4.1%

0.3% 4.9%

0.3% 7.0%

2.6% 4.7%

1.3% 15.3%

Employee/Household Member

Relationship:

Marital/Sign. Other Anxiety Grief/Loss Other Member/Benefit

Inquiry Trauma/PTSD Stress/Distress Self Esteem/Personal Dev Relationship: Family Workplace Crisis (CI and Trauma) Anger

YTD

5-12

13-19

20-29

30-39

40-49

50-59

60+

PYTD

5-12

13-19

20-29

30-39

40-49

50-59

60+

0.0% 2.0% 5.3% 7.3% 1.8% 0.4% 0.0%

0.2% 1.1% 2.2% 1.6% 0.0% 1.8% 0.0%

0.7% 2.4% 0.2% 1.1% 0.0% 0.7% 0.0%

0.9% 1.3% 1.6% 2.4% 0.2% 0.2% 0.0%

0.0% 0.0% 0.7% 4.0% 1.8% 0.0% 0.7%

0.2% 1.3% 1.3% 1.3% 0.0% 0.7% 0.0%

0.0% 0.9% 0.2% 0.9% 0.0% 1.8% 0.0%

1.1% 0.2% 0.4% 0.7% 0.4% 0.2% 0.0%

0.0% 0.4% 2.7% 2.2% 0.0% 0.0% 0.0%

0.4% 0.7% 1.8% 0.7% 0.0% 0.0% 0.2%

1.0% 2.1% 8.5% 3.9% 1.0% 0.0% 0.0%

0.5% 1.6% 1.3% 2.3% 0.8% 0.0% 0.8%

0.0% 2.1% 1.8% 2.6% 0.3% 0.0% 0.5%

0.0% 2.3% 1.8% 0.5% 0.5% 0.0% 0.0%

0.0% 0.3% 0.5% 1.6% 1.8% 0.0% 0.0%

0.0% 1.3% 2.8% 1.3% 0.5% 0.5% 0.0%

0.0% 0.0% 0.3% 1.0% 2.6% 0.5% 0.0%

0.0% 2.1% 0.8% 0.0% 0.0% 1.3% 0.8%

0.0% 0.0% 0.8% 1.3% 0.3% 0.0% 0.0%

0.0% 0.5% 1.8% 0.8% 0.0% 0.0% 0.3%

Age Group

Presenting Issues

City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025

Comments: Benefit inquiry is when the member calls about benefits or have questions that do not fit into other presenting issues that deal with emotions and social determinants.

Q1 Jan Feb Mar Total

Q2 Apr May Jun Total

Q3 Jul Aug Sep Total

Q4 Oct Nov Dec Total

4.1% 6.1% 12.2% 4.1% 16.3%

5.5% 9.1% 1.8% 1.8% 21.8%

0.0% 3.6% 10.7% 17.9% 12.5%

3.1% 6.3% 8.1% 8.1% 16.9%

33.3% 27.8% 5.6% 5.6% 5.6%

22.9% 2.9% 5.7% 5.7% 2.9%

0.0% 3.6% 0.0% 10.7% 14.3%

17.3% 8.6% 3.7% 7.4% 7.4%

0.0% 0.0% 9.1% 9.1% 15.2%

7.1% 0.0% 0.0% 42.9% 14.3%

0.0% 5.0% 15.0% 0.0% 10.0%

1.1% 2.3% 10.3% 10.3% 12.6%

0.0% 3.6% 0.0% 5.4% 30.4%

11.4% 5.7% 8.6% 0.0% 34.3%

0.0% 21.9% 9.4% 3.1% 9.4%

3.3% 8.9% 4.9% 3.3% 26.0%

Services

Life Relationships

Resources

Mental Well Being

Workplace

40.6%84.9%

36.1%8.6%

1.0%3.9%

0.3%2.0%

0.0%0.7%