Family Medical Leave Act Administration Services

The Vendor is required to provide family medical leave act (FMLA) Administration Services for the Department.
- Services must ensure consistent, compliant, and efficient administration of all FMLA requests. In addition, the selected proposer shall provide the department staff with training on FMLA policy and procedures to be used at the sole discretion of county.
- Service Capabilities/Customer Service:
•    Demonstrative ability to handle high volumes of leave request efficiently.
•    Provide a customer service call center and/or help desk, including bilingual services.
•    Conduct all work in a professional, orderly, and businesslike manner.
•    Maintain a strong customer service focus, with the ability to work directly with both employees and management.
•    Assist with employee educational efforts and be available for review meetings with management as needed.
•    Provide a reliable method for answering management and employee questions within a reasonable amount of time. A dedicated account representative or contact is preferred.
•    Ensure all FMLA‑related virtual content, documents, and forms meet ADA accessibility requirements
- Claims Management:
•    Provide employees the ability to request leave or report usage electronically or by phone.
•    Provide Human Resources the ability to request leave or report usage electronically or by phone on employee’s behalf.
•    Issue initial FMLA claim package to employee and provide copy to County.
•    Determine employee eligibility under the FMLA.
•    Prepare and deliver approval or denial correspondence to employees and County.
•    Verify medical certifications.
•    Notify employer and employee of approved FMLA start and end dates.
•    Provide detailed case management for all leave claims.
•    Ensure efficient processing of all FMLA claims.
•    Track all employee FMLA requests and absences.
•    Track FMLA usage by employees including, re-certification, intermittent leaves, and other types of utilization.
•    Maintain complete documentation for each FMLA claim, including all documentation of communications with the employee.