A. Program Delivery The Firm shall: • Conduct a one-hour training session for designated supervisors and managers of the City to assist in determining and identifying when an Employee needs assistance; • Consult with designated supervisors and managers concerning specific Employees whom the City has identified as Employees believed to need assistance; and • Orient Employees as to the services available through the FIRM’s Employee Assistance Program (“EAP”) through a one-hour training session or other mutually agreed upon method. B. Administrative Management The Firm shall: • Coordinate with the City’s designated liaison(s) concerning the services available; • When requested, meet with the City’s senior management, or designee(s), and/or participate in the City’s Employee Assistance Advisory Committee or similar group designated by the City; and • Produce periodic reports and narrative summaries of the services provided for specific time periods. At a minimum, the firm shall submit a written quarterly utilization report by the last day of the month following the end of each quarter. The City shall determine the quarters once the RFP is awarded which will be outlined in the final contract. C. Clinical Component The Firm shall provide a toll-free 24-hour answering service that is operational 365 days per year, including nights, weekends, and holidays. The answering service must have: • Emergency access instructions to reach a crisis invention counselor or Employee Assistance Program Officer. • Non-Emergency access instructions to schedule and re-schedule appointments and have general service questions answered. • Bilingual (English and Spanish) capabilities.