RFQ 2031JW24Q00002_EAP-WLS.pdf

RFQ# 2031JW24Q00002

Employee Assistance Program and Work-Life Services Program

PART I - SUPPLIES AND SERVICES AND PRICES/COSTS

1.0 GENERAL

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Federal Acquisition Regulation (FAR) Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation of which quotation packages are being requested and a written solicitation will not be issued.

This solicitation number is 2031JW24Q00002 and this is issued as a request for quote (RFQ). This solicitation document and incorporated provisions and clauses are those in effect through Federal

Acquisition Circular 2023-05. FAR Clause 52.212-1, Instructions to Offerors – Commercial Items

(MAR 2023) applies to this solicitation.

This request for quotation is issued on an unrestricted basis using the simplified acquisition procedures prescribed in FAR subpart 13.5, Simplified Procedures for Certain Commercial Products and Commercial Services, in conjunction with the policies and procedures prescribed in Part 12, Acquisition of Commercial Items, to promote competition to the maximum extent practicable. The

North American Industry Classification System (NAICS) code for this requirement is 624190—

Other Individual and Family Services with a size standard of $16.0M.

2.0 TYPE OF CONTRACT

This is a combined firm-fixed-unit-price (FFUP), time and materials (T&M), and labor hour (LH) contract type.

3.0 CONTRACT LINE-ITEM NUMBER (CLIN) DESCRIPTION

In accordance with this contract, the Contractor shall provide all management, materials, equipment, and facilities, except as specified herein to be furnished by the Office of the Comptroller of the

Currency (OCC) and shall do all that is necessary to satisfy the requirements listed in Part II –

Statement of Work (SOW).

3.1 Contract CLIN Types

FFUP CLIN (applicable to the monthly per employee price for CLINs 0001, 2001, 2002, 2003, 2004) - The FFUP includes all costs, expenses, up to 600 branded trinkets (not to exceed $3 per trinket), direct and indirect cost, as well as any profit, fee associated with administering a comprehensive integrated EAP and Work/Life Services program. The monthly FFUP is per employee. The estimated number of eligible employees is subject to change. The monthly per employee FFUP is firm and not subject to increase.

T&M/LH CLINs (applicable to CLINs 0002, 0003, 1002, 1003, 2002, 2003, 3002, 3003, and 4002, 4003) – The Contractor's hourly rate(s) and material cost are established in accordance with FAR 52.212-4 (ALT I). The OCC will reimburse the Contractor for actual work hours as they comply with the requirements in paragraph (i)(1)(ii)(B) of the aforementioned clause, including allowable reimbursements for materials (e.g., bulk materials, “starting a career” materials, and pandemic and flu informational materials). The

Contractor shall provide materials for mass distribution, as required. The Contracting

Officer Representative (COR) may request this material, as needed, during the base and option years, if exercised. The ceiling amounts for the bulk material line items (base plus each option year, if exercised, respectively) are $3,000 annually. The Contractor must bill for bulk materials based on the actual prices paid for the items, which excludes reimbursement of overhead and general and administrative costs. All rates on a time-and-material basis must be fully-loaded rates. The established not-to-exceed (NTE) price is based on an estimated number of employees. The estimated quantities for the number of employees and dedicated counseling hours are estimates only and are subject to change throughout the performance of this contract.

3.2 Pricing

The Contractor shall operate a comprehensive employee assistance and work life services program for OCC employees and their family members. The Contractor shall provide all services as specified herein and according to the established price for each CLIN. The number of eligible employees is anticipated to fluctuate monthly over the life of this contract, including all options, if exercised. The contractor shall bill all CLINs structured as firm-fixed unit-price (FFUP) based in arrears at the end of each month, based upon the exact number of employees covered under the program and services. Actual payments shall depend upon monthly fluctuations in the number of eligible employees. The OCC shall adjust invoice amounts to reflect the weighted average number of employees employed during each month.

3.3 Integrated Employee Assistance Program and Work Life Services.

The information provided below related to estimated employee populations (based in part on historical figures) is intended to aid the Contractor in understanding the requirements for the described services.

Estimated Annual Population Summary

Service Type Service

Requirement

Estimated

Employee

Population

Location

Employee

Assistance

Program

Services

As needed 365 days a year; 24 hours a day

Estimated 3,800 Continental

US

Work Life

Program

Services

As needed 365 days a year; 24 hours a day

Estimated 3,800 Continental

US

3.4 CLIN Structure. Contract line-item prices shall be proposed as described in the below table and provided in MS Excel Spreadsheet format. The Contractor shall propose the necessary personnel, material, equipment, and services to meet the full performance objectives outlined in the SOW as follows:

BASE PERIOD – Period of Performance 01/01/2024 – 12/31/2024

CLIN Deliverables/Tasks Type Unit Quantity Unit

Price

Extended Price or Ceiling Price

0001*

Integrated EAP and Work

Life Services (Including an

Accts./Proj. Mgr.; see Part

II of the RFQ)

FFUP EA 3,800 $

Bulk Material - Misc.

Expenses (see Subsection

1.2.1 of the RFQ)

Reimbursement based on actual price paid (Other

Direct Cost (ODC))

T&M NTE 1 $3,000.00 $3,000.00

0003**

Dedicated Counselor(s)

(see Subsection 2.5 of the

RFQ)

LH HR 624 $

Total Price $

OPTION ONE – Period of Performance 01/01/2025 – 12/31/2025

Unit

Price

Extended Price or Ceiling Price

1001*

Integrated EAP and Work

Life Services (Including an

Accts./Proj. Mgr.; see Part

II of the RFQ)

FFUP EA 3,800 $

Bulk Material - Misc.

Expenses (see Subsection

1.2.1 of the RFQ)

Reimbursement based on actual price paid (ODC)

T&M NTE 1 $3,000.00 $3,000.00

1003**

Dedicated Counselor(s)

(see Subsection 2.5 of the

RFQ)

LH HR 624 $

OPTION TWO – Period of Performance 01/01/2026 – 12/31/2026

Unit

Price

Extended Price or Ceiling Price

2001*

Integrated EAP and Work

Life Services (Including an

Accts./Proj. Mgr.; see Part

II of the RFQ)

FFUP EA 3,800 $

Bulk Material - Misc.

Expenses (see Subsection

1.2.1 of the RFQ)

Reimbursement based on actual price paid (ODC)

T&M NTE 1 $3,000.00 $3,000.00

2003**

Dedicated Counselor(s)

(see Subsection 2.5 of the

RFQ)

LH HR 780 $

OPTION THREE – Period of Performance 01/01/2027 – 12/31/2027

Unit

Price

Extended Price or Ceiling Price

3001*

Integrated EAP and Work

Life Services (Including an

Accts./Proj. Mgr.; see Part

II of the RFQ)

FFUP EA 3,800 $

Bulk Material - Misc.

Expenses (see Subsection

1.2.1 of the RFQ)

Reimbursement based on actual price paid (ODC)

T&M NTE 1 $3,000.00 $3,000.00

3003**

Dedicated Counselor(s)

(see Subsection 2.5 of the

RFQ)

LH HR 780 $

OPTION FOUR – Period of Performance 01/01/2028 – 12/31/2028

Unit

Price

Extended Price or Ceiling Price

4001*

Integrated EAP and Work

Life Services (Including an

Accts./Proj. Mgr.; see Part

II of the RFQ)

FFUP EA 3,800 $

Bulk Material - Misc.

Expenses (see Subsection

1.2.1 of the RFQ)

Reimbursement based on actual price paid (ODC)

T&M NTE 1 $3,000.00 $3,000.00

4003**

Dedicated Counselor(s)

(see Subsection 2.5 of the

RFQ)

LH HR 1,040 $

Total Price $

*Population estimate

**Ceiling for number of hours

Pricing Schedule Notes:

1) Applicable to the monthly FFUP per employee (CLINs 0001, 1001, 2001, 3001, 4001):

Contractor 's FFUP shall include all costs and expenses, direct and indirect, as well as any profit, fees, and markups, i.e., shall represent the monthly fixed prices for the services on a per employee basis. The not-to-exceed price is based on the estimated number of employees, which the

Government establishes as an NTE value for the variable. The estimated number of eligible employees is subject to change based on OCC’s employee population.

2) Applicable to T&M and LH CLINs 0002, 1002, 2002, 3002, 4002, 0003, 1003, 2003, 3003, 4003

(per the terms and conditions of FAR 52.212-4 (ALT I) (NOV 2021): Contractor's hourly rates and materials’ costs shall be established in accordance with FAR 52.212-4 (ALT I). The labor rate for the dedicated counselor shall be a fully loaded rate, which must include, as applicable, overhead, general and administrative, fringe benefits, and other direct costs.

3) The estimated quantities for the number of employees and dedicated counseling hours are estimates only and are subject to change during the performance period of this contract.

PART II – REQUIREMENTS DOCUMENT

STATEMENT OF WORK (SOW) FOR

EMPLOYEE ASSISTANCE PROGRAM (EAP) AND WORK/LIFE SERVICES PROGRAM

1.0 INTRODUCTION

The Office of the Comptroller of the Currency (OCC) is a non-appropriated federal financial regulatory agency of the Department of the Treasury. The OCC supervises national banks, federal savings associations, and federal branches and agencies of foreign banks that serve consumers, businesses, and communities across the United States and conducts approximately 70 percent of banking activity in the country. These banks range from community banks serving local neighborhood needs to the nation’s largest most internationally active banks.

The OCC Headquarters is in Washington, DC, with four district offices in New York, Chicago, Dallas, and Denver. The OCC employs about 3,700 employees nationwide in offices throughout the contiguous United States with most employees located in Washington, DC. This population count changes throughout the year.

See Attachment A for a snapshot of the OCC population count by location.

2.0 BACKGROUND

The OCC recognizes the importance of its employees and realizes its employees may experience a wide range of personal and professional issues from time to time, and that, usually, employees are able to cope successfully with these situations as they occur. In some cases, however, there may be instances when employees may desire assistance with personal and/or professional issues, especially if these issues are persistent and/or if job performance is affected. Mental, emotional, professional, and family wellness are vital for individual employees and their families, as well as, for the well-being of the OCC.

EAP and Work/Life Services are important partners in the creation of a mentally and emotionally healthy workplace and provide support services related to life and work issues. Additionally, these programs provide for quality services for managers or work groups that are dealing with stressful or potentially stressful organizational issues.

See Attachment B for the OCC utilization report from January 1, 2022 To December 31, 2022

The OCC population is about 56 percent male and 44 percent female. The average age of employees is 46. OCC employees typically have about 16 years of service, with an average salary exceeding

$154,000.00.

OCC employees are eligible to participate in federal group health, life, and long-term care insurance programs; federal retirement plans; and earn vacation and sick leave. In addition to federal benefit programs, OCC has developed its own benefit programs. OCC employees receive dental and vision, long-term disability, and business travel accident insurance at no cost.

Employees are eligible to participate in the OCC-sponsored life, short-term disability, and personal accident insurance programs, 401(k) plans (both regular and Roth), and flexible spending accounts for healthcare, dependent care, and parking expenses. In addition, each OCC employee receives a yearly dollar amount to apply towards work life and wellness expenses.

The OCC has a dollar value for its Life Cycle Account benefit and is subject to change in accordance with the Collective Bargaining Agreement with the employee union. Finally, OCC employees are provided access to a caregiver database (currently SitterCity) through a group membership provided by the OCC. The OCC provides access to caregiver database for its employees and is provided to supplement and compliment (not replace) caregiver referrals provided by the traditional resources and referrals provided through the EAP and Work/Life Services program.

2.1 Authorities

Employee Assistance Program (EAP) and Work/Life Services Program are provided for under the

EAP legislation, regulations, & executive orders. Title 5 U.S.C. 7901, Public Law 79-658 enables each federal agency to establish a health service program to promote and maintain the physical and mental fitness of employees.

Counseling programs for Federal civilian employees who have substance abuse problems are required by:

Sec. 201 of Public Law 91-616, 84 Stat. 1849, as amended and transferred to Sec. 520 of the Public

Health Services Act by Sec. 2(b)(13) of Public Law 98-24 (42 U.S.C. §290dd-1), Sec. 413 of Public Law 92-255, 88 Stat. 84, as amended and transferred to Sec. 525 of the Public

Health Services Act by Sec. 2(b)(16)(a) of Public Law 96-24 (42 U.S.C. §290ee-1), and Sec. 7361 and Sec. 7362 of Public Law 99-570.

Public Law 99-570 (5 U.S.C. §§7361 and 7362), The Federal Employee Substance Abuse Education and Treatment Act of 1986, and title 5 Code of Federal Regulations (CFR) Part 792, requires Federal agencies to establish appropriate prevention, treatment, and rehabilitative programs and services for alcohol and substance use disorders for Federal civilian employees.

Public Laws 96-180 and 96-181 authorize your agency to extend counseling services, to the extent feasible, to family members of employees who have alcohol and drug problems, and to employees with family members who have a substance use disorder.

Public Law 79-658 authorizes the head of agency to establish health services programs for employees, also forms the basis for expanding counseling programs from those dealing solely with a substance use disorder to broad range programs which provide counseling for other personal problems, e.g., family, financial, marital, etc.

Executive Order 12564 (external link) (PDF file) requires your agencies to establish a drug-free

Federal workplace program, including an EAP as an essential element in achieving a drug-free workforce. Agencies must refer all employees found to use illegal drugs to the EAP for assessment, counseling, and referral for appropriate 'treatment or rehabilitation.

2.2 Requirements

The Contractor shall administer a comprehensive integrated EAP and Work/Life Services program for all OCC employees and their family members. Taking care of our workforce and their families is vital to the integrity of operational readiness, reliability, capability, continuity, and mission accomplishment. A well and resilient workforce is a ready workforce. The EAP/Work/Life

Services program is a crucial resource to providing support for employees and families who are facing day-to-day challenges.

The OCC provides EAP and Work/Life services program at no cost to employees and their family members. It is a 100% employer-paid benefit. All OCC employees and their family members may seek EAP and Work/Life services by self-referral, or, in the case of employees, a supervisory referral may initiate the process. “Family members” are defined as general as possible to include all members of the employee’s household, including spouse, domestic partner, dependent children, and any other individual related by blood or affinity whose close association with the employee is the equivalent of a family relationship.

2.3 SCOPE OF WORK

2.3.1 General

The Contractor shall operate a comprehensive integrated EAP and Work/Life Services program for employees of the OCC and their family members. The goal of the EAP is to enhance employee and workplace effectiveness through assisting employees with personal problems and productivity issues that may adversely impact their work performance by:

• Providing high quality services to individuals including assessment and face-to-face counseling,

• Providing support for work-life balance issues through a robust resource and referral network,

• Assisting managers and supervisors to improve employee job performance by providing consultative services,

• Supporting organizational health through consultation with supervisors who request help to address existing workplace issues,

• Providing training to employee groups on EAP and Work/Life topics, and

• Providing professional services in response to critical incidents.

2.3.2 Performance Requirements

The Contractor shall provide services in accordance with this SOW. The Contractor shall provide services to meet the SOW, for which the OCC shall perform quality oversight of the Contractor’s performance.

2.3.2.1 Quality Control and Performance

The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control and performance shall be a means by which it assures itself that the work complies with the requirement of the contract.

2.3.3 SPECIFIC REQUIREMENTS/TASKS

2.3.3.1 Employee Assistance Program (EAP)

2.3.3.2 Intake/Hours of Operation

The Contractor shall provide confidential employee assistance services including in-person, virtual, and telephone clinical assessments, short-term counseling, referrals, monitoring, and follow-up for individuals experiencing mental health, personal, job, stress, and addiction concerns (e.g., relationship difficulties; marital and family problems; life transitions; eating disorders; depression;

alcohol and drug dependency; grief and loss; and other emotional needs). At a minimum, the

Contractor shall provide the following services and delivery methods to provide employee assistance services to OCC employees and their family members:

A nationwide toll-free telephone-counseling center available 24 hours a day with TTY access, 365 days a year. Intake counselors shall be professionally trained or certified and experienced to provide employee assistance services and referrals.

The Contractor shall provide toll free call centers with both English and Spanish speaking Intake

Specialists and counselors/consultants. The Contractor shall also make its website available in

English and Spanish and provide informational and educational materials in both languages.

Calls to the Contractor’s toll-free number shall be answered by a live representative within four rings and handled by an Intake Specialist who shall refer the caller to an appropriate resource. Callers shall not be requested to provide their social security number as an identifier.

For non-urgent employee assistance services, a local counselor to offer an appointment within 3 to 5 business days of the caller’s initial contact with the Contractor. In an emergency, trained clinicians shall be available by the Contractor to address telephonically the situation immediately and to make a referral to a local counselor or crisis intervention center for assessment, referral and/or short-term problem resolution.

The OCC requires six 50-minute, short-term counseling sessions per employee or family member per issue per year.

EXAMPLE:

Employee A - Issue 1 (anxiety) = (up to 6) 50-min sessions

Employee A - Issue 2 (alcohol) = (up to 6) 50-min sessions

Employee A’s Spouse - Issue 3 (divorce) = (up to 6) 50-min sessions

Employee A – 2 issues total

Employee A’s Spouse – 1 issue total

Access to a nationwide network of affiliated local mental health and substance abuse counselors who are experienced and licensed/certified psychologists and Master’s degree counselors (e.g., certified substance abuse counselors and licensed clinical social workers, and licensed marriage and family counselors, possessing at least a Master’s degree in a relevant field, e.g., social work, psychology, or counseling) who shall assess the problem, provide short-term problem resolution and/or guide the

OCC employee or family member to appropriate local treatment resources.

2.3.3.3 Contractor Website

The Contractor shall provide secure web-based access to services, on which users can search for a variety of emotional health and wellbeing information and to take private self-assessments for concerns such as chemical dependency and depression. The website shall have information on all topics covered by the EAP and Work/Life Services program, and shall have self-directed trainings, recorded webinars, and interactive search engines for various work-life topics. The website shall be mobile optimized, and accessible via an app.

2.3.3.4 Mobile Application

In addition to the mobile optimized website, the Contractor shall provide access to EAP and

Work/Life information through a mobile application. The Contractor shall ensure that the mobile application provides the maximum interaction with the EAP and Work/Life content through push notifications of newly published EAP articles and health observance information monthly messaging.

2.3.3.5 Work/Life Services Program

The Contractor shall provide work life program services 24 hours a day, 365 days a year via a nationwide toll-free call center with TTY access and a secure website. Intake specialists and

Counselors shall be professionally trained or certified to provide consultations, referrals, and information at a minimum on the below work life categories, but are not limited to the below work life categories:

• Childcare, Parenting, and Adoption

• Eldercare

• Geriatric Assessments and Care Services

• Financial Services

• Legal Services

• Educational Services

• Health and Wellness

• Pet Care

• Disability Issues

• Convenience Services

• Management Consultations

• Discounts

• On-site Critical Incident Response Stress Debriefings

• Visibility/Outreach Events

At a minimum, the Contractor shall provide the following services and delivery methods to provide work life services to OCC employees and their family members:

2.3.3.5.1 Childcare, Parenting, and Adoption.

The Contractor shall provide resources and referrals for childcare options, such as childcare centers;

family in-home care; nanny, au pair, and babysitting agencies; preschools; temporary and backup care; summer camps; and before and after school programs. Childcare counselors shall provide counseling, referral, and educational assistance. Prior to making referrals, childcare counselors verify that providers meet the needs of the caller and confirm that an opening is available. For non-urgent needs, three written referral options are provided to the caller within 3 to 5 business days of the request. For urgent needs, referrals are made within 24 hours of the request. Appropriate follow up is made to ensure that the childcare search is complete and satisfactory.

The Contractor’s website shall provide self-search and assisted search functions to locate childcare providers. The Contractor also shall provide online educational information on a variety of childcare and parenting topics, such as adoption, prenatal care, parenting, summer care, adolescent behavior, and special needs for children.

The Contractor shall provide telephone consultation services with adoption specialists to include advice and counseling on adoption options and the adoption process.

The Contractor shall ensure that its consultants make referrals as appropriate to caregiver database for self-service caregiver searches and advertise the OCC’s group membership to the caregiver database on its website.

2.3.3.5.2 Eldercare.

The Contractor shall provide resources and referrals for eldercare options, such as independent senior communities, assisted living facilities, nursing homes, home health agencies, social and recreation programs, adult daycare centers, hospice care, backup care, respite care, transportation, and meals. Eldercare counselors shall provide counseling, referral, and educational assistance. Prior to making referrals, eldercare counselors verify that providers meet the needs of the caller and confirm that an opening is available. For non-urgent needs, three written referral options are provided to the caller within 3 to 5 business days of the request. For urgent needs, referrals are made within 24 hours of the request. Appropriate follow up is made to ensure that the eldercare search is complete and satisfactory.

The Contractor’s website provides self-search and assisted search functions to locate eldercare providers. The Contractor shall also provide online educational information on a variety of eldercare topics, such as long-distance care giving, Medicare, Alzheimer’s and other medical conditions, elder safety information, and caregiver information.

The Contractor shall ensure that its consultants make referrals as appropriate to the OCC’s caregiver database for self-service caregiving searches and advertise the OCC’s group membership to caregiver database on its website.

2.3.3.5.3 Geriatric Assessments and Care Services.

The Contractor shall provide up to 6 hours of geriatric assessment services per employee and/or per employee’s elder loved one a year. Services may be used by the employee to assess the living conditions of an elder loved one at home or in a facility or to conduct evaluations of prospective elder care facilities. Licensed or certified social workers, registered nurses, or clinical professionals with a minimum of two years of experience in geriatrics or care management of seniors shall conduct all assessments and evaluations.

Living condition assessments shall include reviewing the elder’s social needs, health and medications, management of daily living activities, emotional health, household or facility safety, nutrition, and cognitive status. The assessment shall take place at the elder’s home or facility where he or she is located within 2 business days of the request or at a mutually agreed upon date between the geriatric professional and elder and/or employee. Within two business days after the visit, the employee is mailed an assessment report and care management plan. Shortly thereafter, the geriatric professional who conducted the assessment shall review the report with the employee and assist with implementing the care plan.

Facility evaluations shall include reviewing elder care facilities, such as nursing homes, assisted living facilities, and hospices. Facility reviews are conducted on-site and encompass facility operations, staffing types and levels, the health and comfort of residents, food services, special programs, and fees and financial information. The geriatric professional shall conduct facility reviews within two business days of the request or a mutually agreed upon date between them and the employee. Within two business days after the review, the employee is mailed a report. At the employee’s choosing, the geriatric professional who conducted the evaluation is available to discuss his or her findings with the employee.

Employees may also use their geriatric care hours for professional assistance and advice. The

Contractor shall provide professional care managers to assist employees with managing different geriatric services and products or to assist with arranging for new services. Additionally, care managers shall, as needed, to assist employees with understanding bills and insurance; to provide support at family meetings; to attend visits at nursing homes, hospitals or with doctors; and to assist with respite care.

2.3.3.5.4 Financial Services.

The Contractor shall provide telephonic consultation services with Accredited Financial Counselors

(AFCs). Telephonic consultations are up to 60 minutes, per call, free of charge and include advice and counseling on financial difficulties and how to resolve them, including helping employees prioritize issues, explore options, identify and address non-financial difficulties, and create action plans. Coaching and support also include helping employees with budgeting, credit and debt management, and saving and investing.

The Contractor shall also provide telephonic consultation services with Certified Financial Planners to assist callers with retirement planning, investing, insurance, money management, and selecting a local financial planner. Telephonic consultations of this nature are up to 30 minutes free of charge.

The Contractor shall provide telephonic consultation services with Certified Public Accountants to assist callers with tax concerns such as past due taxes, changes in tax rules, filing requirements, and selecting a local tax specialist. Telephonic consultations of this nature are up to 30 minutes free of charge.

The Contractor shall also provide referrals to local financial and tax professionals to assist callers with more complex financial matters. Telephonic consultations and referrals shall be provided within 48 hours of request.

The Contractor shall also provide online educational information on a variety of financial topics, such as budgeting, investing, and saving, debt and credit management, retirement planning, and taxes.

2.3.3.5.5 Legal Services.

The Contractor shall provide a legal referral program with access to licensed attorneys for consultation and local referrals. The Contractor’s services shall include a 30-minute face-to-face or telephonic consultation with an attorney free of charge with reduced rates for additional services.

Legal services shall include estate planning, domestic relations, bankruptcy, and property claims.

The Contractor shall not make available legal services to callers if the issue is related to a potential cause of action against the OCC. The Contractor shall provide referrals for non-urgent legal services telephonically within 48 hours of the request and a consultation within 3 to 5 business days of the request. For urgent legal needs, the Contractor shall make an immediate referral and a consultation within 24 hours of the request.

2.3.3.5.6 Educational Services.

The Contractor shall provide telephone consultation services with certified education and special needs consultants. Telephonic consultations are up to 60 minutes free of charge and include advice and counseling on choosing a school, preparing for college, talking with teachers, and dealing with special needs. The Contractor shall also provide information and referrals on all types of schools and learning programs for children and adults from kindergarten to graduate programs. The

Contractor shall provide referrals shall be provided telephonically or in writing. In addition, the

Contractor shall provide information about tutoring programs, test preparation courses, and scholarship programs. Referrals are made and materials sent to the caller within 48 hours of the request.

2.3.3.5.7 Health and Wellness.

The Contractor shall provide telephonic referrals to health and fitness services and facilities, such as health clubs, personal trainers, nutritionists, health food stores, exercise programs, swimming pools, and tennis/racquetball courts. The Contractor shall also provide printed and online educational information on a variety of health and wellness topics, such as weight management, nutrition, smoking cessation, disease management, time management, self-improvement, stress management, and organization techniques. The Contractor shall provide referrals and send materials to the caller within 48 hours of the request.

The Contractor shall also provide comprehensive and interactive, multi-week programs for employees to lose weight, quit smoking, or reduce stress. The Contractor shall make these programs accessible through the Contractor’s website or by toll free consultations.

2.3.3.5.8 Pet Care.

The Contractor shall provide pet-sitting referrals telephonically or in writing and information on veterinarians, pet insurance, pet health issues, pet stores, and training. Information shall also be provided online. Referrals are made and materials sent to the caller within 48 hours of the request.

The Contractor shall ensure that its consultants make referrals as appropriate to pet sitters and dog walkers on the caregiver’s database (currently Sittercity.com) and advertise the OCC’s group membership to the current caregiver’s database (Sittercity) via its website.

2.3.3.5.9 Disability.

The Contractor shall provide telephone consultation services with disability specialists to include advice and counseling on legal protections, independent living arrangements, transportation programs, advocacy, and rights, accessing services and benefits, and caregiving support.

The Contractor also provides online educational information on a variety of disability and special needs topics.

2.3.3.5.10 Convenience Services.

The Contractor shall provide information and referrals on all types of personal or day-to-day needs, such as home maintenance, recreation and leisure activities, relocation (including city/area profiles and neighborhood reports), event planning, automotive and transportation needs, and personal maintenance needs (e.g., dry cleaning and tailoring). Referrals shall be provided telephonically, and materials sent to the caller within 48 hours of the request.

2.3.3.5.11 Management Consultations.

The Contractor shall provide management consultations and verbal advice to supervisors who request assistance concerning referrals to the employee assistance program for work-related problems of employees. No individually identifiable employee information concerning the employee’s treatment shall be provided without the employee’s written consent on a form approved by the Contractor and in compliance with all applicable privacy statutes.

2.3.3.5.12 Discounts.

The Contractor shall provide an employee discount program that includes health and wellness products and services, eldercare products and services, emergency response system services, travel and entertainment, and on other goods and services as determined by the contractor.

2.3.3.5.13 On-Site Critical Incident Response (CIR) Stress Training/Debriefings.

The Contractor shall provide on-site critical incident counseling within 24 hours after receiving a call from the Contracting Officer’s Representative (COR) for these services . The Contractor shall provide individual/group counseling or debriefing sessions for victims, co-workers of victims or any employee directly or indirectly involved in a traumatic incident. The OCC should provide the

Contractor 2 hours or more advance notice of a need for counseling. OCC’s counseling requests to the Contractor should be limited to one counselor per onsite incident. The OCC may be require the

Contractor to provide these services at any OCC location either on-site or via teleconference.

Additional fees may apply if the request for counseling is made less than two hours prior to when services need to be provided or if more than one counselor is required onsite per incident. Travel expenses associated with critical incident events shall be the responsibility of the Contractor.

The Contractor shall provide CIR Counselors trained in critical incident response to provide workplace support and follow-up in response to any critical incident or natural or manufactured disaster at the request of the COR. The CIR Counselor shall be highly qualified and educated (i.e., Masters degree counselors). These CIR Counselors shall also be able to show evidence of receiving formal CIR training.

2.3.3.6 Marketing of EAP and Work/Life Services including Outreach/Visibility Events

2.3.3.6.1 Promotion of EAP and Work/Life Services Program

The Contractor shall conduct an ongoing promotional campaign to provide EAP and Work/Life

Services program awareness to all employees that encourages utilization. Promotional materials shall consist of both hardcopy handouts and electronic, web-based materials.

The Contractor’s promotional materials shall publicize the EAP and Work/Life Services program, its purpose, types of services, phone and TTY numbers, and staff availability (24-7). Promotional materials shall also include access instructions, confidentiality notices and a statement that services are free of charge to employees and their family members. Within 15 calendar days after the effective date of the contract award, the Contractor shall submit to the COR for approval drafts of the promotional materials. Government approval/disapproval will be completed within 5 working days of receipt. The Contractor shall deliver final promotional within 15 calendar days of COR approval.

2.3.3.6.2 Contractor’s Support at Health and Wellness Fairs

The Contractor shall participate in any OCC’s event (e.g., benefits or wellness fair). If a fair is onsite, it will be held at the Headquarters location in Washington, DC. In addition to that, if there is a separate wellness fair, the Contractor shall participate in the wellness fair (onsite or virtual). The

COR will provide a 1-month advance notice in the year that the OCC plans a wellness fair event.

Travel expenses associated with the annual benefits fair and the wellness fair shall be the responsibility of the Contractor.

In the event the OCC hosts a benefits or wellness fair, the Contractor shall provide up to 600 branded trinkets, not separately priced, for these events.

2.3.3.6.3 Training and Orientation

In addition, at the OCC’s request, the Contractor shall have the ability to provide facilitator-led training for outreach events, virtual or onsite, at a location determined by the OCC within 2 weeks of receiving the request for training. If the OCC requests onsite training, the OCC is responsible for providing office space, furnishings, and related equipment. The Contractor shall provide a catalog of available EAP and Work/Life related training sessions within 15 calendar days of the start of a contract year, and whenever updates are made to the available offerings. At the most, there should not be more than 13 requests per year.

The Contractor shall develop and utilize modules for the EAP orientation, training, and briefings customized for the OCC. The Contractor shall provide these orientations in person, virtual, and/or via live and recorded webinars. The Contractor shall submit all training material to the COR for approval prior to release to an OCC organization.

2.3.3.6.4 Manager/Supervisor Training

The Contractor shall provide training to managers and supervisors to promote the awareness of EAP and Work/Life Services and help managers to identify when best to collaborate with the EAP on various workplace challenges facing managers and employees. At a minimum the training should cover topics such as but is not limited to: Benefits of EAP and Work/Life Services; Information about substance abuse; Signs and symptoms of deteriorating job performance, attendance, and conduct; the EAP referral process; and EAP follow up and community referral.

2.3.3.6.5 Scheduling

The Contractor shall schedule outreach events – training, briefings, and orientations etc. with the requested organization upon approval from the COR. The Contractor shall notify the COR and POC of the organization requesting the outreach anytime the Contractor’s personnel cancel a training session and explain what alternatives are being considered to meet the original training request or other options for consideration.

2.3.3.6.6 General Content Guidance

The Contractor shall ensure that all training materials, including modules, are non-discriminatory in content and tone. These modules are to be designed to help attendees use the EAP and Work/Life

Services effectively. They should assist in maintaining and improving job performance, in maintaining health and well-being, and in effectively coping with life crises and job stress. These training materials shall include a Trainer’s guide and participant handouts appropriate to the subject matter.

The Contractor personnel participating in all outreach/visibility training and orientation events shall be highly qualified and well versed in the OCC’s comprehensive integrated Employee Assistance

Program and Work/Life Services program. These trainers may be either counselors who possessed the proper credentials to practice as a counselor (state license or state certification to practice as a mental health practitioner e.g., social worker, clinical psychologist, marriage and family counselor, and professional counselor) in the state(s) where practice takes place and shall be permanent, full, and unrestricted etc.) or persons employed solely to provide training that possesses a demonstrated skill or experience in a particular subject area. Trainers must show evidence of having a minimum of 2 years in delivering EAP and Work/Life training.

2.3.3.6.7 EAP and Work/Life Services Brochure

The Contractor shall provide an electronic brochure to include all program offerings. The brochure will include the toll-free telephone number for counseling/consultation and instructions on how to use the program.

2.3.3.6.8 EAP and Work/Life Services Newsletter

The Contractor shall provide an electronic EAP and Work/Life Services Newsletter and publish it monthly and make it accessible via the Contractor’s website. Subject material shall address such areas as interpersonal skills, communications, problem solving strategies, day care and elder care resources, health information, employee burnout, stress and other articles that are unique to the

OCC.

2.3.3.6.9 Manager Fact Sheet

The Contractor shall provide an electronic fact sheet to be distributed to managers describing the nature, scope, and availability of EAP and Work/Life management consultation services as well as information on management referrals to EAP. This information shall also be posted to the

Contractor’s website.

2.3.3.6.10 Critical Incident Brochures

The Contractor shall provide an electronic fact sheet to be distributed describing the nature, scope, and availability of Critical Incident Response counseling. The Contractor shall also post the information on its website. The fact sheet shall define the term critical incident technique (CIT), highlight potential physical and emotional reactions to a CIT and provide suggested measures for handling a CIT.

2.3.3.6.11 Customizable Reports

The Contractor shall provide EAP utilization reports customized for the OCC that ascertains participation rates and satisfaction data. Reporting shall include useful operational metrics and measure the variables that matter to the OCC, such as clinical outcomes, the program’s influence on productivity. The Contractor shall validate the efficacy of the results of their programs and services.

The Contractor shall demonstrate the usefulness of the services provided based on both quantitative measures (such as outcome-based survey tools) and qualitative information (such as case studies).

It is critical that the OCC has data to ascertain the quality of the EAP and Work/Life Service program and that it is evaluated to determine if the programs and services are effective at creating a more positive work environment, are meeting workforce and organizational needs, and are contributing to the recruitment and retention goals, and results are used to improve programs and services.

2.3.3.6.12 Reporting

The Contractor shall prepare and submit regular reports to OCC on the status of the EAP and

Work/Life Services program. Quarterly and annual reports shall provide aggregated information on usage trends and shall include no information on individual users of the program. Quarterly and annual reports shall include quality assurance metrics. Quarterly and annual reports shall also include a narrative executive summary of trends observed and recommendations for program enhancements and improvements. The Contractor shall prepare and submit a written report following each incident/event where counseling services are provided. The Contractor shall have the ability to report on any of the intake data elements, mandatory and voluntary, at the aggregate in concert with services provided.

The Contractor shall provide a written report after any management consultation, transition counseling, critical incident response, or group intervention. These reports shall include a narrative summary of the incident and key data points about the services provided but no individual client information.

Reports shall be provided via email to the COR both in PDF and Excel format.

Type of

Report

Report Elements (minimum requirements)

Date Delivered

Quarterly

Report

Aggregate metrics:

• Presenting issue

• Services rendered

• Outcome

• Client demographics

• Utilization

• For mental health counseling, average number of sessions per client issue

Quality Assurance metrics:

• Call answer times

• Hold/wait times

• Client Satisfaction Survey results

• Improvement plan, if applicable

• Performance area metrics

Written Narrative:

• Trends observed

• Recommendation to increase utilization

• Program risks/challenges

10 days after the close of each fiscal quarter

Annual

Report

Same data elements as Quarterly report with a year-end summary of trends and recommendations for program enhancements and improvements.

15 days after the close of the calendar year

Incident/Event

Service

Report

Provided for all Management

Consultation, Transition Counseling, Critical Incident Response, and

Group Intervention services.

Written Narrative:

• Type of incident/event service provided

• Relevant background of incident/ event

• Location of services provided

• Number of participants served

• Number of employees referred to another resource

Five days after the service is provided

Type of

Report

Report Elements (minimum requirements)

Date Delivered

• Outcome

2.3.3.6.13 Client Satisfaction Surveys

Every client contact with the EAP and Work/Life Services provider shall have an associated voluntary client satisfaction survey attached to that interaction. The Contractor shall ensure that it doesn’t require any employee to put any identifying information on the survey forms. The surveys shall address the below information at a minimum. Surveys are designed to collect information on the effectiveness of the services provided and to provide a forum for customer feedback to improve the overall service delivery.

Service Type Survey Timing

Short-Term

Counseling

Intake experience – promptness and politeness of service

Counselor experience – proximity to home or work satisfaction with services

Self-assessment – prior to counseling how well handling problem

Self-assessment – after counseling – problem resolved?

14 days after referral

30 days after referral

90 days after referral

Management

Consultation

Intake experience – resolved?

7 days after consultation

Transition

Counseling

Services

Intake experience –

7 days after consultation

Service Type Survey Timing resolved?

Training

(includes webinars and orientation)

Ease of scheduling

Objectives met

Trainer presentation skills

Appropriateness of materials

Would recommend to a colleague

After completion of training

(includes webinars and orientation)

Critical

Incident

Response

Intake experience –

Counseling – problem resolved?

Satisfaction with overall services

7 days after response

2.4 KEY PERSONNEL

2.4.1 Project/Account Manager

The Project/Account Manager is responsible for the contract performance in accordance with the

SOW. The Project/Account Manager shall have:

• A minimum of a Masters degree from an accredited college or university recognized by the corresponding professional associations in a clinical mental health field.

• Five (5) years of experience in the field of providing EAP counseling services.

• Two (2) years of experience in training as it relates to workplace issues and work and family issues.

2.4.2 Dedicated Counselor

The Dedicated Counselor is responsible for the contract performance in accordance with the SOW.

The Dedicated Counselor shall have:

• A minimum of a master’s degree from an accredited college or university recognized by the corresponding professional associations in a clinical mental health field.

• Five (5) years of experience in the field of providing EAP counseling services.

• Two (2) years of experience in training federal employees on workplace issues (e.g., organizational issues) and family issues.

2.5 DEDICATED COUNSELOR

The Contactor shall provide a Dedicated Counselor. The Contractor shall provide a dedicated counselor to service OCC’s employees virtually in multiple locations (per Attachment A) with scheduling options as agreed to by the OCC COR, such as appointment-based sessions/drop-in sessions for East Coast, West Coast (across the United States). There must be options to choose preferred schedules – frequency and hours (across the United States) to provide this service.

Throughout each year, the Dedicated Counselor shall provide individual counseling to employees, assist with the promotion of EAP/Work/Life services, conduct orientation as requested by lines of business within the OCC, curate lunch and learns about the program offerings, create, and deliver webinars/training to promote each of the Work/Life services, and run support groups (grief, parenting). Employees shall have the option to participate in these activities either face-to-face or virtually. The Dedicated Counselor would be required to ensure surveys are completed per subsection 2.3.3.6.13.

2.6 SECURITY AND PRIVACY REQUIREMENTS

A. Compliance with Applicable Laws, Regulations, and Standards

Secure User-to-Cloud Communications Standards. All user-to-cloud service communications (e.g., via internet) must be encrypted with the latest industry standard browser protocol.

B. General Requirements

Location. Information collected, used, stored, maintained, or otherwise processed by the contractor in the performance of this contract shall be accessed, transferred, stored or processed only within the

United States. In addition, the maintenance and support operations of the contractor's technology and information must take place, and originate from, within the United States.

The contractor shall not host any portion of the information, information system, infrastructure, or environment in facilities outside the contiguous United States, Alaska, Hawaii, and other U.S.

Territori…