1) Service Access and Consultation: Participants will have 24-hour access to clinicians via a tollfree number. Participants are able to utilize this service on an unlimited basis for program questions, problem assessment and referrals to benefits and community resources. The clinician will perform a telephonic holistic needs assessment, screen for emergencies, provide crisis support as appropriate and determine which services would best address the needs of the Participant. 2) Care Coordination Services: Vendor shall assign a Care Coordinator to each Participant request. The Care Coordinator will serve as an advocate for the Participant and will provide support and follow-up to ensure the Participant is connected to the right resources and is making progress. The Care Coordinator will also collect and review Participant satisfaction and outcomes. 3) EAP Assessment, Referral and Short-Term Problem-Solving: Vendor shall provide up to six (6) EAP assessment, referral, and problem-solving sessions, or the number of sessions allowed by state law, per unique problem episode per year to Participants. These sessions will take place face to face, telephonically or virtually. Telephonic and virtual sessions will only be offered if clinically appropriate. The initial 1-2 sessions are typically used for assessment. If the problem can be resolved within a total of six (6) sessions, the Participant will use the remaining EAP sessions for short-term problem solving. If the EAP assessment determines that the Participant requires and is ready to commit to medical care or specialized treatment, the Participant will receive referrals to community resources or health insurance for clinically appropriate services. The Participant or the Participant's insurance is responsible for payment of services received beyond the scope of the EAP. 4) Performance Consultation Services: Customer's supervisors, managers and/or Human Resources personnel may contact vendor via a dedicated toll-free number on an unlimited basis to receive telephonic consultation regarding personal supervisory skills coaching, i.e., constructive confrontation, problem identification and action steps to take regarding problematic staff or consultation around workplace situations. 5) Compliance Monitoring and Reporting for Formal and Mandatory Referrals: Customer's supervisors, managers and/or Human Resources personnel may refer employees exhibiting performance related issues potentially resulting from personal or work-related problems. A Vendor Performance Consultant will provide ongoing follow-up and monitor the employee's compliance to clinical recommendations pending a signed release of authorization from the employee. 6) Work-life Services: Vendor will provide referrals for the following work-life services. The decision to engage in services with any referral is at the sole discretion and responsibility of the Participant. The Participant is responsible for payment of any work-life services received beyond the EAP. a. Legal Consultation Services: Vendor will provide telephone access to attorneys. Up to a 30- minute telephonic or face to face legal consultation are available to Participants per unique problem episode, per year. If the Participant needs to retain an attorney a referral will be provided to them, in addition to a 25% discount on any further services. Referrals are made to local, pre-screened and credentialed attorneys. b. Financial Consultation Services: Vendor will provide telephone access to financial counselors within one {1) business day. An unlimited number of telephonic financial consultations are available to Participant, per unique problem episode, per year. Referrals made to local, prescreened and appropriately credentialed financial counselors for additional assistance are also provided. 7) Program Management: Vendor shall assign Customer a Program Management team to serve as the primary contact to Customer, to oversee the execution of the services outlined herein. a. Employee and Supervisory Program Orientations: The purpose of the orientation is to provide an overview of the program's purpose, communicate the details of the program, including service components and to encourage program participation. A recorded orientation will be provided by vendor. b. Travel: Vendor will travel to Customer headquarters up to two (2) times during each contract year on mutually agreeable dates/times. c. EAP Program Reporting: Vendor shall provide comprehensive program reports to Customer on a quarterly basis. The reporting will include utilization and program activity data. Data will be reported so as to protect the identity of all Participants. 8) Customer Portal: Vendor shall provide Participants with access to an interactive Customer portal and mobile app wherein Participants may access articles, tips, assessments, calculators, forms, webinars and trainings related to a variety of health and well-being topics. The portal ls also available in Spanish. 9) Referrals to Frederick Area Businesses: Whenever clinically appropriate and possible, vendor shall make referrals to local businesses in the Frederick and surrounding community including, but not limited to, the Mental Health Association of Frederick County (hereafter known as MHN) an independent contractor.
