SATPC0041738 Tab 04 4 SOW.pdf

NASA – Employee Assistance Program (EAP) After-Hours/Emergency Telephonic Support

Statement of Work

Objective: Provide telephonic support by professional mental health counselors to NASA employees during “after-hours” for non-routine and potentially urgent situations.

Bidders should provide two proposal cost estimates

1. One cost estimate for actual cost per bona fide call, excluding hang-ups, prank calls, telemarketing calls, and wrong numbers

2. One cost estimate for a flat monthly rate, regardless of the number of incoming calls—bona fide or otherwise

Bidders must be fully registered on SAM.GOV

1. Proposals must include SAM.GOV information, including:

Vendor point of contact names(s) Vendor point of contact e-mail address Vendor point of contact telephone number

2. NASA will not accept or process an award for any vendor without an active SAM.GOV Account

Statement of Work Requirements

1. The agreement for services will be between NASA’s Office of the Chief Health and Medical Officer (OCHMO), located in Washington, DC and the Contractor.

2. The Contractor shall confidentially interface only with specific NASA designated Points of Contact (POCs). A list of all authorized NASA POCs shall be provided to the Contractor upon award of contract.

3. The Contractor shall possess the necessary expertise in telephone crisis intervention counseling and provide after-hours Employee Assistance Program (EAP) telephone coverage for employees at NASA facilities across the United States, NASA employees on official business travel abroad, and NASA employee family members.

4. The Contractor shall provide a single long-distance/toll-free phone number for after-hours EAP support. NASA shall internally advertise to eligible employees the toll-free telephone number that they should use.

5. The Contractor shall answer the toll-free number, with a greeting indicating to the caller that he/she has reached the NASA After-Hours EAP assistance line (or some other equivalent method to indicate that the caller has reached the EAP service dedicated to NASA employees).

6. Note that certain NASA Regional locations (aka Centers) across the U.S. currently employ EAP providers with their own after-hours telephonic support. These Center employees rarely (if ever) would use the Agency after-hours Contractor for assistance. NASA locations with their own after-hours support: Ames, Goddard, HQ, Glenn, Langley, White Sands, Wallops. However, the Contractor shall always assist any NASA caller, regardless of their Center’s affiliation with another EAP provider’s after-hours service.

7. A bona fide phone after-hours call is defined as: a NASA employee or NASA employee family member who contacts Contractor for assistance. The call must be substantive enough for the Contractor to be able to collect information: (1) the caller’s associated NASA Center; (2) whether the call is a civil service employee, a contractor employee, or a family member of a civil service/contractor employee; and (3) the basic reason why he/she called.

8. The Contractor shall relay the basic caller information to NASA’s primary designated POC.

NASA will designate a back-up POC if the POC is unavailable.

9. Wrong numbers, hang-ups, telemarketing and other miscellaneous calls do not qualify as bona fide calls and shall not count toward the number of calls received on the toll-free phone line assigned to NASA.

10. As a point of reference, the total number of calls per year are approximately 20 or less. No calls received have been life-threatening; however, some required immediate attention by the Contractor in assisting the caller in the moment. The average call purpose has ranged from routine employee requests to make appointments with a NASA EAP Counselor to requesting information on local alcohol/drug treatment centers, to alleviating a caller’s anxiety related to a recent family matter.

11. Below is the actual eligible population that has the opportunity to use NASA’s after-hours EAP toll free phone support. Contractor should be aware that the total eligible population is not indicative of the actual historical usage of the after-hours telephonic support.

NASA Regional Center/Facility Total Population Eligible Armstrong (California) 1200 Ames (California) 1000 Glenn (Ohio) 1100 Goddard, Wallops, GISS, IV&V, WSC (Maryland, 2000 Virginia, New York, West Virginia, New Mexico) Headquarters (Washington, DC/Maryland/Virginia) 1000 Johnson and White Sands (Texas, New Mexico) 9900 Kennedy (Florida) 7900 Langley (Virginia) 1300 Michoud (Louisiana) 1600 Marshall (Alabama) 1900 Stennis, NSSC (Mississippi) 900

12. Other requirements for this support:

a) The Contractor shall possess the necessary expertise in telephone crisis intervention counseling and provide after-hours Employee Assistance Program (EAP) telephonic assistance for employees from NASA facilities across the United States, including eligible NASA employees on official business travel abroad and NASA employee family members.

b) All Contractor personnel answering telephone lines on behalf of NASA must possess, at a minimum, (1) a master’s degree in appropriate clinical fields of psychology or social work and (2) a minimum of three years’ experience in counseling. Personnel assisting NASA employees must be current on licensure and certification in their field of expertise as required by the state in which the Contractor operates.

c) The Contractor and all personnel shall maintain strict confidentiality of all caller identities, communications, and records in accordance with applicable federal and state privacy laws.

Additionally, all personnel must adhere to the highest professional standards, best practices, and ethical guidelines established by their respective clinical licensing boards.

d) “After-hours” assistance encompasses the hours between 4:00 pm and 8:00 am, Monday through Friday, Eastern. It also encompasses all day Saturday, Sunday, and Federal holidays. It also includes unscheduled/unplanned furloughs and federal government shutdowns.

e) It should be noted that the time zone in which an employee is located (e.g., international/overseas) may contradict the typical “after-hours” definition. In these cases, the NASA employee shall be assisted as appropriate.

f) Any calls received during regular business hours must be answered and the caller's information recorded. This information shall then be provided to the NASA designated POC so the caller can be immediately referred to their associated onsite NASA EAP Counselor. These calls would be considered bona fide calls.

g) Callers - Harm to Self or Others and Other Urgent Situations: if the caller presents an assessed need for immediate emergency or poses a threat to self or others, the Contractor shall remain on the line with the caller, recommend/initiate a course of action, and seek to find emergency treatment resources in the area of the caller’s vicinity.

h) In the event of an emergency or critical incident, the Contractor shall first manage the immediate crisis according to standard emergency protocols. The Contractor shall notify the primary NASA designated POC as soon as possible if the incident occurs between the hours of 8:00 AM and 6:00 PM ET, Monday through Sunday. For incidents occurring outside of this timeframe, the Contractor shall notify the primary POC by 8:00 AM ET the following morning.

If the primary POC cannot be reached, the Contractor shall contact the secondary POC.

i)The Contractor shall have in place, within 14 days of the effective date of the contract, a method/system to confidentially capture the content of NASA caller conversations with Contractor. This method shall ensure that all pertinent information can be relayed to the designated NASA point of contact.

Deliverable The Contractor shall prepare and electronically transmit simple, non-complex, quarterly reports to NASA that include: (1) number of bona fide EAP assistance calls received (excluding prank calls, wrong numbers, marketing calls, hang-ups); (2) each caller’s NASA Center affiliation; (3) general nature of the calls received (chief presenting complaint/issue/question); and (4) disposition of calls received (i.e., did the Contractor handle or did Contractor notify NASA that a NASA EAP Counselor needed to contact caller). No confidential personal identifying information of the callers shall be provided in the quarterly reports.

Place of Performance Support by the Contractor shall be conducted by telephone after normal business hours, weekends, federal holidays, and if/when the federal government is on furlough or shut-down.

Period of Performance Support shall be performed beginning on October 1, 2026 and ending on September 30, 2027.

After the base performance period, at NASA’s discretion, there shall be four options to extend as follows:

Base: October 1, 202 – September 30, 202 Option 1: October 1, 20 – September 30, 202 Option 2: October 1, 202 – September 30, 20 Option 3: October 1, 20 – September 30, 20 Option 4: October 1, 203 – September 30, 203