STATEMENT OF WORK.pdf

STATEMENT OF WORK

A. BACKGROUND

The Bureau of Prisons’ (BOP) mission is to protect society by confining offenders in the controlled environments of prisons and community-based facilities that are safe, humane, cost-efficient, and appropriately secure, and that provide work and other self-improvement opportunities to assist offenders in becoming law-abiding citizens. BOP realizes it can accomplish its mission most effectively when employees maintain sound mental health. An effective Employee Assistance Program (EAP) improves employee health and safety, increases productivity and effectiveness, and reduces absenteeism.

BOP is a large agency with approximately 37,000 employees located at over 130 duty stations across the United States and Puerto Rico, and it is necessary that EAP services be readily accessible to all employees and their immediate family members via in-person and telepsychology service delivery platforms (e.g., video, telephone, email, text).

In addition to counseling services, the EAP will also provide organizational services such as management support, critical incident response services, well-being/skill-building tools and resources, training courses, program promotion materials, and specialized substance abuse counseling and referral services.

B. SCOPE OF WORK

The scope of work for this contract is a comprehensive employee assistance program inclusive of the following industry standard services:

1. Counseling Services

2. Referral to Substance Abuse Counseling Services

3. Organizational Services

4. Training/Education/Self-Help Services

5. Work-Life Resources

All EAP services will be available to all BOP employees, their dependents, and domestic partners. BOP employees will remain eligible for EAP services for eighteen (18) months following retirement or separation from the agency. In cases of employee death, the employee’s dependents and domestic partners will remain eligible for the full range of EAP services for twelve (12) months following the employee’s death. People who are eligible for EAP services under these terms are referred to as “participants.”

1. COUNSELING SERVICES

All participants will have access to comprehensive counseling services, regardless of their physical location. The Contractor will provide up to six (6) hours of short-term solution-focused counseling and/or assessment/referral services per issue. These services will be provided at no cost to participants.

a. Toll Free Service/Emergent Access. Effective upon contract award, the Contractor must maintain a year-round 24-hour toll-free telephone number to allow participants access to

EAP services. A master’s level clinician must answer the toll-free number promptly (i.e., within

10 seconds). Prerecorded messages, including phone trees, are not permitted. The Contractor must provide language translation services for callers whose first language is not English. The

Contractor must provide a TTY number.

The clinician who answers the participant’s call must be trained to provide crisis counseling, screen for safety, and initiate an emergency response when necessary.

b. Non-Emergent Access. For non-emergent issues, the Contractor must provide multimodal methods to request services (i.e., text, email, and a live chat feature available on the

Contractor’s website and smartphone/tablet applications).

c. Assessment, Counseling, and Referral Service. The Contractor must have a comprehensive network of providers throughout the United States and Puerto Rico. Referral sources will include a variety of private/public/non-profit resources with which the Contractor has no financial affiliation. The Contractor must evaluate each referral resource for suitability and monitor for quality and effectiveness on an ongoing basis.

All network providers must have the following qualifications:

• A master’s degree or higher in an appropriate social service field (e.g., clinical or counseling psychology, clinical social work);

• Availability of at least 20 hours per week in clinical practice;

• Ability to offer appointments within 48 hours for emergencies and 72 hours for routine issues;

• Unrestricted license or certification to practice independently issued by the appropriate state or jurisdiction.

Network providers must provide initial evaluation and short-term counseling up to six (6) sessions per issue for a participant seeking services. Examples of these include, but are not limited to:

• Personal health and wellness

• Depression

• Anxiety / trauma

• Relationship problems

• Suicide prevention

• Work-related stressors

• Substance abuse

The Contractor will make every effort to secure referral sources within 30 miles of the participant’s work or residence. In addition to a network of providers who can provide in-person counseling services, the Contractor will maintain providers capable of providing counseling services via telepsychology to any participant who chooses this service delivery platform (e.g., video, telephone, email, text).

The Contractor must provide appointment coordination. Specifically, within 72 hours of the initial contact by the participant, the Contractor will offer the participant a minimum of three (3) appointment options (to include telepsychology). Once the participant has identified preferred options, the Contractor will make the appointment and confirm the date, time, and location with the participant. The Contractor will follow up with the participant following the first scheduled appointment to ensure appropriate connection to services and to resolve any concerns.

In cases where a referral for specialized, continuing treatment is necessary, the Contractor will initiate a referral to an appropriate specialist. The Contractor will make every effort to connect the participant with a specialist within their health insurance provider network.

2. SUBSTANCE ABUSE SERVICES

The Contractor will provide “short-term substance abuse counseling services for requesting employees and for employees who have been referred due to a positive drug test” (Department of

Justice HR Order DOJ1200.1: Part 7, Chapter 7-1, Employee Assistance Program).

a. Employer Referral. The Federal Drug-Free Workplace Program was initiated by

Executive Order 12564 (Drug-Free Federal Workplace, 1986) which established the goal of a

Drug-Free Federal Workplace and made it a condition of employment for all Federal employees to refrain from using illegal drugs on or off-duty.

The Contractor must provide dedicated substance abuse evaluation and case management services in support of the Federal Drug-Free Workplace Program, to include:

• A referral network of qualified substance abuse treatment providers;

• Initial substance abuse evaluations, to include a comprehensive psychosocial evaluation, diagnosis, and treatment recommendations;

• Customized referral letter, violation letter, and/or rehabilitation agreement;

• Ongoing treatment monitoring and compliance reporting.

b. Self-Referral. The Contractor will maintain a network of substance abuse treatment providers for participants who self-refer with substance abuse and misuse concerns.

The Contractor will make every effort to secure referral sources within 30 minutes travel time of the participant’s work or residence. In addition to a network of providers who can provide in-person counseling services, the Contractor will maintain providers capable of providing counseling services via telepsychology to any participant who chooses this service delivery platform (e.g., video, telephone, email, text).

The Contractor must provide appointment coordination. Specifically, within 72 hours of the initial contact by the participant, the Contractor will offer the participant a minimum of three (3) appointment options (to include telepsychology). Once the participant has identified preferred options, the Contractor will make the appointment and confirm the date, time, and location with the participant. The Contractor will follow up with the participant following the first scheduled appointment to ensure appropriate connection to services and to resolve any concerns.

In cases where a referral for specialized, continuing treatment is necessary, the Contractor will initiate a referral to an appropriate specialist. The Contractor will make every effort to connect the participant with a specialist within their health insurance provider network.

3. ORGANIZATIONAL SERVICES

a. Critical Incident Stress Management Services (CISM). The Contractor must provide twenty (20) Critical Incident Stress Management service events as part of the basic Employee

Assistance Program. Each event response for onsite services must consist of four (4) hours of service delivery.

b. Management Coaching Sessions. The Contractor will provide unlimited telephonic coaching sessions to assist management and supervisors in addressing issues related to employee morale/motivation, conduct, performance and threats of workplace violence.

c. Staff Engagement and Program Promotion. The Contractor must provide a range of promotional materials, promotional posters, wallet cards, and brochures describing EAP services.

The materials will be provided in digital and hardcopy format. Materials will be shipped at the

Contractor’s experience to institutional and regional EAP Coordinators in accordance with a distribution plan provided by the BOP National EAP Coordinator.

d. Quarterly Utilization Reports. The Contractor will provide quarterly reports describing program activities, utilization rates for all services, participant feedback, and demographics. These reports will be submitted to the BOP National EAP Coordinator no later than December 31, March 31, June 30, and September 30 of each year. The format for this report is optional, but may be prescribed by the Contracting Officer’s Representative (COR) if required for data management purposes. Any mandatory format would be made available by

BOP at no cost to the Contractor.

e. Annual Report of Network Counseling Services. The Contractor will submit an annual report describing availability of counseling and substance abuse counseling providers within 50 miles of all BOP facilities and duty locations no later than October 31 of each year.

An updated list of BOP facilities and duty locations will be provided to the Contractor by the

BOP National EAP Coordinator no later than August 31 of each year. The report will include an assurance statement that each provider on the list is currently active, appropriately licensed, and accepting referrals. In locations where there are no counseling or substance abuse counseling providers identified within 50 miles of the facility or duty location, the Contractor will outline steps taken to fill the service gap and provide counseling and substance use counseling services in that location.

4. TRAINING/EDUCATION/SELF-HELP SERVICES

a. Initial Training Events. Within 30 days of contract award, the Contractor will make a representative available to the BOP to provide up to three (3) live 2-hour webinars in conjunction with the BOP’s National EAP Coordinator. The webinars will include an overview of EAP services available to participants, discuss the process of referral and service connection, and identify strategies to promote EAP services and engage participants.

b. Website and Smartphone/Tablet Application Resources. The Contractor will provide a comprehensive website and applications for smartphones and tablets with access to well-being/skill-building tools and resources. These resources may include (but are not limited to) health calculators, professional videos, and articles that address a variety topics concerning emotional well-being, physical health, legal concerns, and financial questions.

c. Monthly Webinars. The Contractor will deliver professional monthly webinars that address a variety of topics concerning emotional well-being, physical health, legal concerns, and financial questions. These webinars will be available on demand after the live presentation.

d. Web-Based Training Courses. The Contractor will provide access to a variety of self-paced training courses designed to help participants develop effective work-life skills. Examples of these include, but are not limited to:

• conflict resolution

• managing change

• stress management

• managing anger

• effective communication skills

• mindfulness

• recognizing symptoms of depression

• personal financial planning

• avoiding burnout

• time management

• substance abuse

e. On-site Training Events. The Contractor will provide facilitated, on-site training events in conjunction with participation in health fairs or other regularly scheduled agency training events. The Contractor will provide high-level management training events for senior supervisory staff designed to develop leadership and communication skills.

5. WORK-LIFE RESOURCES

The Contractor will provide a comprehensive range of work-life services developed to address common areas of stress that interfere with effective functioning and reduce employee productivity.

a. Legal Resources. The Contractor will facilitate referral and connection (via warm hand-off) to appropriate resources for advice, consultation, and representation related to a variety of legal concerns, including but not limited to:

• identity theft

• adoption, guardianship, custody/support matters

• divorce

• contracts and partnerships

• bankruptcy proceedings

• lawsuits and mediations

• leases, real estate sales and acquisitions

• wills and estates

b. Financial Services. The Contractor will facilitate referral and connection (via warm hand-off) to appropriate resources for advice, consultation, and representation related to a variety of financial concerns, including but not limited to:

• debt management

• credit counseling

• personal savings

• mortgages

• estate and retirement planning

• insurance needs

• investing

• taxes

c. Children/Parenting Resources. The Contractor will facilitate referral and connection

(via warm hand-off) to appropriate resources for advice, consultation, and representation related to a variety of parenting concerns, including but not limited to:

• foster care and adoption

• high-risk adolescents

• childcare

• academic planning

• discipline

• developmental concerns

• prenatal care

• special needs

C. TASKS/OBJECTIVES

1. COUNSELING SERVICES

All counseling services will be available to approximately 35,000 BOP employees, their dependents, and/or those persons who have an equivalent relationship as a family member, such as a domestic partner. Participants will have 24/7 access to comprehensive counseling services, regardless of their physical location in any state, the District of Columbia, and Puerto Rico. The

Contractor will provide up to six (6) hours of short-term counseling and/or assessment/referral services per issue. The Contractor will make every effort to secure referral sources within 30 minutes travel time of the participant’s work or residence. In addition to a network of providers who can provide in-person counseling services, the Contractor will maintain providers capable of providing counseling services via telepsychology to any participant.

2. SUBSTANCE ABUSE COUNSELING

In compliance with the Federal Drug-Free Workplace Program was initiated by Executive Order

12564 (Drug-Free Federal Workplace, 1986) the Contractor must provide dedicated substance abuse evaluation and case management services to include

• Referrals to a substance abuse treatment provider for comprehensive assessments, diagnosis, treatment recommendations, and individual case management as appropriate;

• Acquisition and maintenance of all documents for employees referred to the EAP for substance abuse evaluation and treatment.

The Contractor will make every effort to secure referral sources within 30 minutes travel time of the participant’s work or residence. In addition to a network of providers who can provide in-person counseling services, the Contractor will maintain providers capable of providing substance abuse counseling services via telepsychology to any participant who chooses this service delivery model.

3. ORGANIZATIONAL SERVICES

a. Critical Incident Stress Management Services (CISM). CISM services will include pre-incident educational/awareness activities, telephonic counseling, psychological first aid, critical incident defusing, and/or Critical Incident Stress debriefings, management consultation, and one-to-one counseling. Services may be provided on-site or via secure video conferencing.

The Contractor must utilize state licensed counselors with CISM training. The Contractor must provide twenty (20) Critical Incident Stress Management service events as part of the basic

Employee Assistance Program. Each event response for onsite services must consist of four (4) hours of service delivery.

b. Management Coaching Sessions. The Contractor will provide unlimited telephonic coaching sessions to assist management and supervisors in addressing issues related to employee morale/motivation, conduct, performance and threats of workplace violence.

c. Staff Engagement and Program Promotion. The Contractor must coordinate with the

BOP National EAP Coordinator to identify specific program needs and provide recommendations on how to address them. The Contractor must provide EAP promotional posters of a new design every six months. Within 60 days of contract award the Contractor will provide no less than 50,000 wallet cards and 35,000 brochures describing EAP services to the

BOP. Every year thereafter, the Contractor will provide 35,000 wallet cards and 10,000 brochures describing EAP services. Materials will be shipped at the Contractor’s expense to institutional and regional EAP Coordinators in accordance with a distribution plan provided by the BOP National EAP Coordinator.

d. Quarterly Utilization Reports. The Contractor will provide quarterly reports describing program activities, utilization rates for all services, participant feedback, and demographics. These reports will be submitted to the BOP National EAP Coordinator no later than December 31, March 31, June 30, and September 30 of each year. The format for this report is optional, but may be prescribed by the Contracting Officer’s Representative (COR) if required for data management purposes. Any mandatory format would be made available by

BOP at no cost to the Contractor.

e. Annual Report of Network Counseling Services. The Contractor will submit an annual report describing availability of counseling and substance abuse counseling providers within 50 miles of all BOP facilities and duty locations no later than October 31 of each year.

An updated list of BOP facilities and duty locations will be provided to the Contractor by the

BOP National EAP Coordinator no later than August 31 of each year. The report will include an assurance statement that each provider on the list is currently active, appropriately licensed, and accepting referrals. In locations where there are no counseling or substance abuse counseling providers identified within 50 miles of the facility or duty location, the Contractor will outline steps taken to fill the service gap and provide counseling and substance use counseling services in that location.

4. TRAINING/EDUCATION/SELF-HELP SERVICES

a. Initial Training Events. Within 30 days of contract award, the Contractor will make a representative available to the BOP to provide up to three (3) live 2-hour webinars in conjunction with the BOP’s National EAP Coordinator. The webinars will include an overview of EAP services available to participants, discuss the process of referral and service connection, and identify strategies to promote EAP services and engage participants.

b. Website and Smartphone/Tablet Application Resources. Within 30 days of contract award, the Contractor will provide a comprehensive website and applications for smartphones and tablets with access to well-being/skill-building tools and resources. These resources may include (but are not limited to) health calculators, professional videos, and articles that address a variety topics concerning emotional well-being, physical health, legal concerns, and financial questions.

c. Monthly Webinars. Within 60 days of contract award, the Contractor will deliver professional monthly webinars (30-60 minutes in length) for participants that address a variety of topics concerning emotional well-being, physical health, legal concerns, and financial questions.

These webinars will be available on demand after the live presentation on the contractor’s webpage.

d. Web-Based Training Courses. Within 60 days of contract award, the Contractor will provide access to a variety of self-paced training courses designed to help participants develop effective work-life skills. These training courses will be available through the Contractor’s webpage.

e. On-site Training Events. The Contractor will provide facilitated, on-site training events in conjunction with participation in health fairs or other regularly scheduled agency training events (one training event per year at each BOP installation). The Contractor will develop training curricula for the staff appropriate for the identified audience. It shall include all training materials, participant materials, and lesson plans. Training expenses (including travel costs) will be included in the fixed fee for the task.

The Contractor will provide two 16-hour high-level management training events for senior supervisory staff designed to develop leadership and communication skills. The Contractor will develop training curricula for the staff appropriate for the identified audience. It shall include all training materials, participant materials, and lesson plans. Training expenses (including travel costs) will be included in the fixed fee for the task.

5. WORK-LIFE RESOURCES

The Contractor will provide a comprehensive range of work-life services developed to address common areas of stress that interfere with effective functioning and reduce employee productivity, including (but not limited to):

a. Legal Resources. The Contractor will facilitate referral and connection (via warm of legal concerns.

b. Financial Services. The Contractor will facilitate referral and connection (via warm of financial concerns.

c. Children/Parenting Resources. The Contractor will facilitate referral and connection

(via warm hand-off) to appropriate resources for advice, consultation, and representation related to a variety of parenting concerns.

6. OPERATIONAL REQUIREMENTS

a. Customer Service Plan. The Contractor will implement a customer service plan designed to quickly and efficiently respond to participant questions, and resolve participant concerns and complaints. Specifically, the Contractor will provide participants with multiple methods of contact (e.g., phone, chat, email) and actively solicit feedback from participants. All service complaints will be investigated by the Contractor and reported to the COR within 14 working days of the incident. Corrective actions will be described in the report.

b. Confidentiality. “Information concerning a participant’s status with the EAP may not be divulged without the express written consent of the participant or as otherwise permitted by law” (Department of Justice HR Order DOJ1200.1: Part 7, Chapter 7-1, Employee Assistance

Program).

c. Malpractice/Liability Insurance. The Contractor will carry malpractice/liability insurance in the amount of $5 million.

D. INSPECTION

The BOP will monitor the Contractor's performance via telephone contact, email inquiries and/or review of the deliverables. The monitoring of a Contractor's performance is an ongoing process for the life of the contract. The BOP and its representatives have the right at all reasonable times to inspect, monitor, or evaluate the work the contractor has performed or is performing under the agreement.

E. PERSONNEL

The Contactor must designate a qualified Program Manager for this contract and respond to phone calls or correspondence from the Bureau within one (1) business day. The Program

Manager will work closely with BOP’s Psychology Services staff representatives, the BOP

National EAP Coordinator, and the Contracting Officer’s Representative (COR) to provide the materials and services as outlined above. The Program Manager must have experience managing a large EAP and must be experienced with issues unique to law enforcement. Although not required to be located in Washington, D.C., the Program Manager must be available for travel at short notice and, at a minimum, meet quarterly with BOP staff in Washington, D.C., at the

Contractor’s expense.

The Contractor agrees that during the first ninety (90) calendar days of the contract performance period no senior staff personnel substitutions will be permitted unless such substitutions are required by the Government, or necessitated by an individual’s sudden illness, death or termination of employment. Substitutions must be identified in writing to the COR and CO within three (3) business days of the change occurring.