R401--VISN 10 Employee Assistance Program

STATEMENT OF WORK Employee Assistance Program for Veteran Integrated Service Network 10 (VISN 10). RATIONALE BACKGROUND - It is the policy of the Department to provide its employees, and family members, access to an Employee Assistance Program (EAP) to offer resources to address: work-related problems, traumatic incidents, substance abuse, mental illness, marital or family problems, and financial or other personal problems. EAP is a comprehensive program that can provide employees with the support, tools, and resources they need to manage through challenging times and remain productive on the job. AUTHORITY - Federal law requires that Agencies must offer counseling services to employees. The EAP is the vehicle through which these laws are implemented (Public Law 79-658 (5 U.S.C. § 7901), 91-616 (42 U.S.C. § 290aa-1), and 92-255; Executive Order 12564 Drug-Free Federal Workplace Act; and the Americans with Disability Act Amendment Act (ADAAA). The U.S. Office of Personnel Management (OPM), as the lead Agency for Federal EAPs under these laws, offers recommendations regarding the provision of EAP services. Specifically, EAP services should: be effective and efficient, and, based on the best available professional practices; be provided within a safe, secure, and confidential environment; maintain clear and open lines of communication with stakeholders; treat clients equitably while demonstrating flexibility in meeting their needs; allow clients appropriate control over their own care; and provide continuity of care to help clients achieve their goals. The EAP shall embrace OPM's guidelines and incorporates them into service delivery. SCOPE OF WORK AREA OF COVERAGE The EAP Contractor must provide services to all employees of the VISN 10. Total number of employees is approximately 27,632.74 FTE as of December 4th, 2020. SERVICES SHALL INCLUDE, but are not limited to: Assessment, Treatment Planning, Short-term Counseling, Financial Counseling, Traumatic Incident Management (TIM), Social Service Assistance, Information and Referral, Health Education Training, Short-term substance abuse counseling. Education for employees and managers about substance abuse, assessing employees with potential substance abuse problems; identifying resources for treatment and rehabilitation for employees found to need them; and, working with VISN 10 and/or CBOC managers to successfully transition employees back to the workplace. The maximum number of visits per issue covered by this contract will be six (6). TECHNICAL QUALIFICATIONS EAP Counseling Staff shall: At a minimum, professional counselors, shall hold a Bachelor degree and a current state license or certificate to practice at the highest independent level as a mental health practitioner consistent with state laws. Professional counselors must be trained to assist employees with a wide range of personal issues, as well as, to provide coaching, management consultations, and presentations on a variety of health and wellness topics (Section II. b.). EAP counseling, communications, and information and referral services may be in person, by telephone, or fax, but generally may not be by e-mail, internet, or intranet. Exceptions may be made when the employee gives consent to send and receive information to and from the EAP by e-mail, internet or intranet. Consent must be documented and retained in the employee's EAP file. Before an employee gives consent, he or she must be informed that there is no expectation of privacy regarding such communication or information stored within the Agency s computer system. The EAP Contractor shall be available 24 hours day, 7 days a week, through a toll-free EAP point of contact. Expert, credentialed staff must answer phone calls within 5 minutes, establish eligibility for services, and identify the services needed (e.g., referral to an EAP counselor, information on community resources, referral to legal and financial experts, etc.). A separate TTD number (for the hearing impaired) is also provided. Face-to-face counseling services must be available. The EAP offers unequalled accessibility for employees and their family members no matter where they live or work. PUBLICATIONS At contract initiation, the VISN 10 employees, and CBOC employees will receive introductory brochures, wallet cards, and posters. The Contractor shall provide each site with sufficient brochures and wallet cards to distribute one to each employee, plus ten (10) percent. The number of posters provided at contract start-up will be agreed upon by the Agency and the EAP Contractor. Quantities will be based upon the number of Agency locations, the number of covered employees, and the needs of the Agency. Thereafter, and upon request, the EAP Contractor will supply additional copies of brochures, wallet cards, and posters every 18 months. The EAP Contractor will mail brochures, wallet cards and posters third class bulk rate, to all Agency locations. Any materials requested beyond those provided, or to locations beyond the first two, will be at the expense-of the Agency. Supervisor manuals shall be provided for distribution. ORIENTATION Initial orientation for employees and supervisors, and annually thereafter as requested by the Agency. REPORTING REQUIRMENTS The Contractor's Operations Manager will be an EAP professional, who will serve as the main point of contact for all operational issues throughout the term of the agreement, including the following: Communication with the Agency Point of Contact and other identified Agency representatives (e.g., Union Representatives, Human Resources staff, Continuity of Operations Plan coordinators, etc.). Review relevant Agency and EAP Contractor policies and procedures to discuss their effect on program operations, as well as, to identify any inconsistencies with professional best practices, standards, laws, and regulations with the Agency Point of Contact. Access to Agency policies regarding the EAP, Privacy Act System of Records notices, relevant personnel procedures, Drug-Free Workplace Plan, etc., to identify their impact on the program and its clients, as well as, any incongruities with the EAP Contractor's procedures. Review and changes shall be coordinated with the Agency Point of Contact. Individuals using the EAP shall be offered a client satisfaction survey. The composite results of the entire consortium are provided in the quarterly report. The Contractor shall provide a standard, comprehensive report monthly to the Contracting Officer Representative (COR). EMPLOYEE ACCESS AND EAP ATTENDANCE ELIGIBILITY FOR SERVICE The EAP is available to the employees designated by the Agency. PARTICIPATION AND JOB SECURITY EAP participation is voluntary. An employee may privately access the EAP directly by phone or on a walk-in basis where available. An employee s job shall not be jeopardized solely for requesting counseling assistance from the EAP. Individuals may be referred to the EAP by supervisors based on work performance or conduct deficiencies. Employees may initiate contact with the EAP or be referred by-supervisor, labor representative, drug-testing program coordinator, Employee Health Physician, or any number of other sources. SUPERVISORY APPROVALS Informal Referrals A manager or supervisor may suggest that an employee seek EAP services when the employee s performance, conduct, or attendance has begun to deteriorate, or when the manager or supervisor learns information that suggests that the EAP might be of assistance to the employee. Formal EAP Referrals A manager or supervisor may also formally refer an employee to the EAP. A formal EAP referral is in writing, is usually verbally communicated to the employee, and states the performance, conduct, or attendance reasons why the referral is necessary. ATTENDANCE Employees are not required to seek permission to meet with an EAP counselor when it is on their own time. Employees may meet with an EAP counselor during their workday by taking approved leave or without a charge to leave, with the permission of their supervisors. Employees, who receive approval to visit an EAP counselor during their workday without a charge to leave, shall be allowed travel time to and from the EAP counselor s office. Employees working irregular duty hours may have their tour of duty modified to accommodate their EAP attendance. Supervisors granting EAP visits during duty hours without a charge to leave, at an employee s request, may require confirmation of attendance. CONFIDENTIALITY AND RECORD-KEEPING The EAP Contractor must be committed to the highest professional and ethical standards in maintaining the privacy and confidentiality of client information. EAP staff must adhere to the intent and spirit of the laws, policies, and regulations that provide for the protection of personal information. All individuals who utilize EAP services will be informed about the policies and procedures for maintaining confidentiality. In addition, organizations that partner with the EAP are required to adhere to these policies and procedures. Before the release of any confidential information, the client's signature is required. This signature allows for the flow of information between the client, the program, and the requisite organization. Disclosure may occur when there is a danger to self; others, or property, as outlined in the Statement of Understanding signed by the employee and as authorized by law. EAP client information and records are protected from disclosure under 5 U.S.C. § 552a, the Privacy Act of 1974, Pub. L. No. 93-579 §3, 88 Stat. 1897 (1974) {codified as amended at 5 U.S.C. § 552a (1999)); 42 C.F.R. Part 2 (2001), Confidentiality of Alcohol and Drug Abuse Patient Records ("the Confidentiality Regulations"); and, 45 C.F.R. Parts 160, 162 and 164 (implementing provisions of the Health Insurance Portability and Accountability Act of 1996, Pub. L. No. 104-191, 110 Stat. 1936 (1996)), as applicable. Depending on the location in which RAP services are provided and the professional credentials of the EAP counselor, additional protection of client information may be provided by state and professional association laws, regulations, and procedures. The EAP Contractor will maintain records in accordance with 68VA05 Privacy Act System of Records Notice that can be found at the following link: http://www.rms.oit.va.gov/SOR_Records/68VA05.asp RELEASE OF INFORMATION TO SUPERVISORS Employees may be referred to the EAP by supervisors because of work performance and/or conduct issues. Information about an employee's visit to the EAP will not be released to a supervisor without the employee's written consent, regardless of the nature of the referral, except in very limited situations (e.g., when an employee uses the EAP during work hours, the EAP will confirm that the employee attended an EAP session). Employees are not compelled or required to release information about their visits to the EAP to supervisors. When they choose, to do so, they will sign a consent form that allows for the release of limited information. RECORD KEEPING AND RECORD OWNERSHIP The VISN 10 shall retain ownership of all records created by the EAP contractor for the duration of the contract. Upon completion of the contract, all records in the possession of the EAP contractor must be returned to the VISN 10 Records Manager or EAP program manager for appropriate disposition. Exception: Transfer to another EAP under a new Contract Term. As outlined below, the contractor will be responsible to create a records inventory, file plan and appropriately disposition records that have exceed the records retention period, in accordance with the VA Records Control Schedule and 68VA05 Privacy Act System of Records Notice. The Contractor shall maintain records in a manner that supports the professional delivery of services and the confidentiality requirements, including storage, contents, and destruction. Active records are under the custody of the Contractor for the length of the Contract. Inactive records, if they have already been destroyed because their period of maintenance has passed, are not available for transfer to another EAP vendor. At the completion of the Contract with the Contractor, any active cases may be transferred to another EAP provider with the express permission and instructions from the Contractor staff responsible for the records and the written consent of the clients. AGENCY CONTACTS Contracting Officer Representative: Provided Upon Award