Profile Employee Assistance Program

The vendor is required to provide profile employee assistance program (EAP) for include:
- Counseling services and clinical support
• Provide short-term, solution-focused counseling:
o Up to six (6) sessions per person, per issue, per year
• Conduct thorough clinical assessment, intake, and documentation
• Maintain appropriate clinical record-keeping and case management
• Provide in-person, virtual, and telephonic counseling options
• Ensure access to a geographically appropriate provider network
• Offer culturally competent and diverse provider options
• Provide referrals to long-term or specialized care:
o Aligned with the employer’s medical and behavioral health plans
• Coordinate care transitions and follow-up support as appropriate
- 24/7 access and crisis support
• Provide 24/7/365 access to EAP services via toll-free number
• Ensure immediate access to licensed clinicians for:
o Crisis assessment
o Triage and de-escalation
• Offer telephonic crisis counseling and stabilization
• Maintain protocols for high-risk situations (e.g., suicide, violence, trauma)
• Coordinate emergency referrals when necessary
• Meet defined response time and service level standards
- Work/life and resource services
• Provide comprehensive work/life support services, including:
o Childcare and eldercare referrals
o Legal assistance (initial consultation at no cost; discounted follow-ups)
o Financial counseling and planning resources
o Daily living and convenience services
• Offer support for interpersonal and family-related issues
• Maintain a robust, user-friendly digital resource library:
o Articles, toolkits, and recorded webinars
• Ensure services are available to employees and eligible dependents
- Management consultation and leadership support
• Provide consultation services for managers and supervisors on:
o Employee performance concerns
o Workplace behavioral issues
o Appropriate EAP referrals
• Deliver initial and ongoing leadership training, including:
o Recognizing early warning signs of distress
o Managing difficult employee situations
o Performance coaching techniques
• Offer guidance on handling sensitive workplace situations
• Support HR and leadership with case consultation while maintaining confidentiality
- Training and organizational development
• Deliver a minimum of fifteen hours annually of training services
• Provide training through multiple formats:
o In-person sessions
o Live virtual webinars
o On-demand recorded content
• Cover topics such as:
o Stress and anxiety management
o Conflict resolution
o Work-life balance
o Mental health awareness
o Workplace resilience
o Emerging topics (e.g., public health crises, workforce trends)
• Customize training content based on employer needs and workforce demographics
- Critical incident response
• Provide rapid response services for critical workplace events:
o Trauma, accidents, violence, or sudden loss
• Ensure availability for same-day or as-requested deployment
• Offer onsite and virtual critical incident stress management (CISM)
• Provide group debriefings and individual support sessions
• Assist leadership with communication and recovery strategies following incidents
- Specialty programs and targeted support
• Offer structured support programs for:
o Depression
o Sleep disorders
o Anxiety and stress-related conditions
• Provide telephonic and virtual program delivery options
• Deliver support beyond core counseling visits when clinically appropriate
• Offer targeted programs for high-risk or high-need populations
- First responder and high-stress workforce support
• Provide specialized services tailored to first responder populations, including:
o Trauma-informed counseling
o Post-traumatic stress support
o Anxiety, depression, and burnout management
o Grief and loss counseling
o Anger management and resilience training
• Offer marriage and family counseling tailored to first responder needs
• Demonstrate experience working with public safety personnel
• Provide clinicians with relevant training and cultural competency in this area
- Digital platform and access
• Provide a secure, user-friendly web-based platform that includes:
o Access to EAP services and resources
o Work/life tools and educational content
• Ensure mobile-friendly access
• Offer self-service tools for resource navigation and service requests
• Maintain high standards for accessibility and user experience
- Communication and engagement
• Develop and execute an annual EAP communication strategy
• Provide employee-facing materials:
o Brochures, flyers, emails, and digital content
• Support employer events, including:
o Annual benefits fair (in-person or virtual)
o Open enrollment meetings
• Promote awareness and utilization of EAP services
• Tailor messaging to diverse employee populations
- Reporting, analytics and outcomes measurement
• Provide standard reporting package, including:
o Quarterly utilization reports
o Annual program summaries
• Include metrics such as:
o Utilization rates
o Case types and presenting issues (de-identified)
o Referral patterns
• Conduct and report on participant satisfaction surveys at least annually:
o Use employer-approved format
• Provide insights and recommendations based on program data
• Offer benchmarking data were available
- Account management and governance
• Assign a dedicated account management team
• Conduct regular service review meetings (quarterly at minimum)
• Provide proactive recommendations for program improvement
• Participate in client meetings as requested (virtual or in-person)
• Support alignment with broader benefits and wellbeing strategy.