Employee Assistance Program Services

The vendor is required to provide that employee assistance program to assist its employees with a wide range of services designed to help employees balance the needs of personal life with the requirements of work and to address personal problems that may affect an employee’s work performance.
- The program will provide a confidential and cost-effective method of delivering services, including identifying personal problems and motivating employees to seek appropriate treatment.
- The program services must be available 24 hours a day, seven days a week.
- All the services offered by the program will be available to all agency employees and their families (including both immediate family members as well as parents, parents-in-law, siblings, domestic partners, children, etc., hereinafter “family members”).
- The awarded contractor shall provide information, guidance and referral services in the basic areas of childcare, legal assistance, elder care and consumer information.
- In addition, the contractor shall assess, identify, evaluate, motivate and treat employees whose job performance may be impaired by stress, alcoholism, alcohol abuse, substance abuse, emotional and family problems, mental illness and other problems.
- Services for the counseling program: the services to be provided by the contractor for the counseling program shall include but are not limited to counseling for the following:
• Anger
• Stress
• Grief
• Depression
• Sleeping disorders
• Eating disorders
• Marital issues
• Relationship communication issues
• Conflict resolution
• Domestic violence
• Dual career issues
• Separation or divorce
• Parenting
• Family violence
• Aging parents or relatives
• Children and adolescents
• Alcohol and drug problems
• Work problems
• Job dissatisfaction
• Authority conflicts
• Financial
• Legal concerns
• Group counseling or debriefing with employee groups experiencing emotional trauma related to events occurring in the community or workplace, such as in the event of a reduction in workforce.
• Health and wellness
• Concierge services
• Pre-retirement consultation
- Core services and deliverables for the counseling services
a. Contractor shall designate and establish a toll-free call center number;
b. Contractor shall provide and staff telephone and video conference services to all agency employees and their family on a 24 hour per day / 7 day per week basis;
c. All calls must be answered live – no voice recordings;
d. Emergency and crisis intervention calls must be addressed immediately and;
e. non-emergency calls such as referrals must be addressed within 24 hours.
- Contractor shall maintain a nationwide network of licensed mental health and substance abuse providers who are trained to assess and treat participants.
- Contractor shall ensure that each incident or situation for which crisis intervention for emergency services, a trained clinician must be available telephonically to assess the immediate needs of the participant and remain with or be available to attend to the participant until the emergent need is resolved.
- For emergency services, a trained clinician must be available telephonically to assess the immediate needs of the participant and remain with or be available to attend to the participant until the emergent need is resolved.
- Contractor must follow up with the participant within one (1) week of a referral to determine the outcome of the referral.
- Contractor must manage and securely maintain all confidential participant information obtained during the course of providing service, discussion, assessment, referrals and/or treatment of the participant. contractor shall not disclose such information, except as permitted or required under state or federal law or upon written consent of the participant.
- Contractor must manage and securely maintain all confidential participant information obtained during the course of providing service, discussion, assessment, referrals and/or treatment of the participant.
- Contractor shall not disclose such information, except as permitted or required under state or federal law or upon written consent of the participant.
- Provide onsite critical-incident assistance for employees and staff, upon request.
- Provide an employer and employee interactive website to be hosted by contractor, with an array of wellness, legal, financial information in addition to monthly news articles and other resources.
- The contractor must also provide self- help online capabilities for seeking services including mobile capabilities.
- The website must be compliant with the most current version of web content accessibility guidelines (WCAG) and remain current throughout the term of the agreement.
- Provide additional referral resources for financial assistance, legal assistance, elder and dependent child care and other additional services to assist participants in daily living.
- Contractor must coordinate with agency designated representative on issues of workplace safety concerns.
- Provide assistance to agency management/human resources staff regarding employee workplace and employment compliance issues, upon request.
- Provide 10 yearly such services and any unused services will be rolled over into the next contract year
- Contractor must ensure that all speakers meet the qualifications necessary to deliver information on the specific topic; are familiar with agency and its role within the state community; and has been fully vetted by the contractor.
- Account management
• Contractor must provide quarterly reporting, within thirty (30) calendar days after the end of each quarter, containing utilization statistics of the program to include website, telephonic and face-to-face utilization
• Contractor must ensure that all reports protect individual employees’ confidentiality and that personally identifying information is capable of being de-identified.
• The reports must provide information on program utilization and include data such as number of cases, types of problems/issues presented to the program, case disposition and demographic data.
• Each report must include an analysis, summarizing observations and trends in light of the organization's business and people challenges
• Contractor must provide other ad hoc reporting as specifically requested by cuny and agreed to by the contractor, not to exceed five (5) reports per year.
• Contractor must report any complaints and include the context of any complaints received by the contractor from cuny members regarding the services or delivery of services that provider rendered.
- Marketing plan
• Contractor must assist in the communication campaign of the program when first launched including one (1) onsite visit to each campus and central office, 27 sites in total.
• Contractor must provide electronic communication materials to employees and benefits staff for dissemination.
• At minimum two sets of hard copies of materials per college must be available at no additional cost.
• Contractor must participate in annual on-site benefit fair and open enrollment events at each campus and central office, 27 sites in total, to communicate features of the program as requested.
- Provider network
• Contractor must maintain a nationwide network of licensed mental health and substance abuse providers who are trained to assess and treat participants.
• Contractor must maintain certified mental health and substance abuse call center professionals who are trained to assess and refer members to the appropriate providers of treatment. providers must hold any required certification for their field, such as licensed social workers.
• Contractor must coordinate with agency current behavioral health vendors for continuity of care.
- Implementation
• Contractor must provide a detailed implementation plan that must include a seamless transition from incumbent if applicable.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: March 17, 2025