Absence Leave Management Services

The Vendor is required to provide to move beyond manual "leave tracking" to a system that utilizes Single Case Record architecture to manage the "Triangle" of leave (FMLA, ADA, Workers' Comp) and utilizes IoTstyle connectivity to automate timekeeping data entry.
- The City has identified that leading market solutions offer advanced automation, API-driven connectivity, and legal defensibility tools.
- Provide a timely and efficient means for City employees to report FMLA claims. The process shall include a customer service center, call center, and/or help desk.
- Provide the following services: which may include but not limited to: Intake, Claim Administration (Eligibility, Claim Management, Claim Processing, Intermittent Leave, Recertification, Handling, Escalation, Communication, Tracking, Return to Work, Compliance), Contractor shall have the capability to administer workability and/or independent medical evaluations and/or a release to return to work, as appropriate.
- Account Management and Customer Services.
• Training.
• Implementation and Transition Services.
• Records Management.
• Service Level Agreement
- provide complete documentation for each FMLA claim including documentation of communication with employees.
- ADA Monthly & Quarterly Reporting Structure
• Accommodation Volume: Total requests received, approved, denied, and pending (by type: workplace, leave, telework, etc.).
• Case Timeliness (SLAs): Average days to reach a determination (Intake to Approval/Denial).
• Top Request Drivers: Primary reasons for accommodations (e.g., specific medical conditions, workplace accessibility).
• Accommodation Type Breakdown: Percentage of accommodations involving equipment, schedule changes, leave, or policy changes.
• Pending/Active Cases: Current status of open cases, specifically flagging any that have exceeded standard processing times.
• Initial Trend Observation: Short-term spikes in requests or changes in the average time to resolve cases.
- Benchmark Comparisons
• Accommodation Request Rates: Comparison of your organization's request rate per 100 employees vs. industry averages.
• Approval/Denial Rates: Comparing approval rates to benchmark data to ensure consistency and fairness.
• Average Processing Time: How does your average turnaround time compare to industry best practices.
• Employee Disclosure Rates: Percentage of employees disclosing disabilities compared to national or industry averages.