Employee Assistance Program Services

The vendor is required to provide employee assistance program (EAP) for include:
- Program implementation, management, and administration and program promotions
1. Plan design administration
•    Confirm your ability to administer the services.
2. Account management philosophy
•    Overall account management approach and services that you will provide.
3. Implementation outline
•    Provide a detailed implementation plan assuming a program start date of July 1, 2026. 
•    The process for handling and transitioning cases that remain open at the end of the current contract (ending 6/30/2026). 
5. Monitoring program utilization
•    Monitor utilization levels and communicate trends to government.
6. Code of ethics
•    Organization has a written code of ethics? if so, please provide a copy
7. Client confidentiality policy, legal and regulatory
•    Confidentiality policy and provide a copy.
•    The structure of your legal and regulatory advisory support system.
•    Organization is equipped to identify and handle potential legal liability situations as regards manage and mandatory referrals.
8. Program promotions, employee, management training and seminars
•    Share examples of communication materials, distribution frequency, and customization options.
•    Identify any additional costs.
•    Tools and resources do you offer clients to help increase program utilization.
9. Work life and financial services
•    The various levels of work-life services available.
•    A legal and financial consultation service provide. 
•    Provide information on how your legal and financial counseling services work. 
•    The number of telephone and in-person counseling sessions available for both legal and financial counseling sessions, as well as the length of each session.
- Program services 
1. Business hours and after-hours
•    State your business hours.
•    Explain procedures for after-hours calls and service availability.
2. Appointment scheduling
•    Recent performance for emergency, urgent, and routine appointments.
•    Services for bilingual and multilingual clients and hearing-impaired individuals.
- EAP counseling, trauma response and crisis management services
1. Philosophy and approach
•    Account management philosophy and approach to providing EAP counseling.
2. Referral process
•    Management referral process, including referrals that result from corporate policy violations,
3. Mandatory referrals and confidentiality
•    Case management for mandatory referrals and how your process provides separation between the counselor and the employer contact.
4. Counseling areas
•    List areas of counseling accessible to clients.
- Customer service and client satisfaction
1. Customer service toll-free number
•    Availability of a dedicated toll-free number.
2. Complaint resolution
•    Process for handling complaints.
3. Client satisfaction
•    Methods for assessing satisfaction, customization options, and reporting.
•    Recent satisfaction and utilization results
- Information systems and security
1. Recovery and business continuity
•    Describe your recovery plan.
2. Security procedures
•    Outline security measures for sensitive systems.
3. Service systems and interface
•    Number of systems used and how they interface.
4. Website resources and traffic
•    Details on website resources, traffic volume, and user login capabilities.
5. Technical support
•    Support hours, contact methods, and availability.
6. Secure email
•    Describe your organization’s secure email system.

- Contract Period/Term: 4 years
- Questions/Inquires Deadline: November 4, 2025