Employee Assistance Program Questions and Answers No. 1

Agency:	Shelby County
State:	Tennessee
Type of Government:	State & Local
NAICS Category:	624190 - Other Individual and Family Services
Posted Date:	Feb 26, 2026
Due Date:	Mar 4, 2026
Solicitation No:	RFP 25-010-10A
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

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Shelby County

Tennessee

Lee Harris, Mayor

Questions & Answers

Issued: February 26, 2026

RFP #25-010-10A

Employee Assistance Program

(Human Resources)

TO ALL PROSPECTIVE BIDDERS:

The following questions were submitted by potential bidders. Our answers are listed below in red.

Section: General Information Question 12a

1. Are you aware that the Employee Assistance Society of North America (EASNA) is no longer serving

as an accrediting body for EAP programs? They exist to sell products and share information but do not

accredit EAP programs or have members.

Please provide your feedback in your response to the RFP.

Section: Minimum Proposer Requirements Question 3

2. Is the SCG Title VI (6) Self-Survey for FY 26 the appropriate form to serve as proof/documentation of

adherence to Title VI provisions and requirements?

There is no form. You must attest to the adherence to Title VI provisions and requirements.

Section: Technology Question 30

3. What qualifies as a webchat feature? Are you looking for asynchronous or real-time chat capabilities?

A webchat feature refers to real time communication between a business and a customer on their

website. We are looking for anything that falls under the webchat category.

Section: General Information Question 4

Shelby County Government RFP for Employee Assistance Program – Vendor Questions and Responses

4. What number range are you using when looking for comparable sized companies in question number 4?

Census data and reporting have been provided to vendors that submitted Intent to Bid forms for bidders

to determine what would be considered comparable to the County.

Section: General Information Question 4

5. What if you do not have 3 public sector companies of comparable size, is it okay to list other public

sector clients and annotate their size?

If a bidder is unable to meet the requested criteria and chooses to provide alternative information, bidder

should provide full details of what should be taken into consideration.

Section: Services Question 46c

6. What do you consider as Care Navigation please be specific?

Care Navigation refers to a person provided with access to a system / resources to help them access the

care and services they need on their healthcare / mental health journey.

Section: Minimum Proposer Requirements Question 1

7. As relates to question number 1, since we are not required to have a business license as a nonprofit

organization in the state of Tennessee is there another form or document that you will provide for us to

complete, or do we need to submit a letter stating why we do not have a business license?

Submit a 501(3)c letter from the IRS.

Section: Department Specific/Technical Requirements Excel Form, Column F, Line 8

8. If a question requires a yes or no answer, do you want an explanation, or should we only provide an

explanation when asked?

The following provides additional clarification regarding the use of the column heading options listed in

Column F of the Excel.

• YES-included std Please answer “Yes” if you can provide the information that is being asked

(provide details in column G) or if the answer to the question being asked is simply “Yes”.

• FUTURE-not incl. Please answer “Future” if you do not presently meet a department specific

requirement, presently provide a specific service or meet a specific qualification however the

requirement, service or qualification will be met in the documented future.

• CUSTOM-not incl. Please answer “Custom” if the response you are providing is outside the

“standard” and involves additional costs or details.

• NO-not available. Please provide “No” if you cannot provide the information that is being asked or

if the answer to the question being asked is simply “No”.

Section: Department Specific/Technical Requirements Excel Form, Column F, Line 8

Shelby County Government RFP for Employee Assistance Program – Vendor Questions and Responses

9. When answering Future do we have to provide an exact date, or will an estimated time frame suffice?

Please refer to the answer in question #8 above.

Section: Department Specific/Technical Requirements Excel Form, Column F, Line 8

10. When answering Custom what information should be included in the response other than the additional

cost?

Please refer to the answer in question #8 above.

Section: Utilization Question 81

11. Please explain the expectation or degree to which you desire the EAP to be able to coordinate/track the

provider relationships that the employer offers via its medical plans and refer to a specific provider

within a network?

It is the desire of the County to provide a strong benefits Ecosystem for its members. Therefore, this

question seeks to determine bidder’s capabilities in the area of provider coordination. Bidders should

provide all details as it relates to this inquiry, so the County can gain an understanding of the bidder’s

capabilities and possible enhancements that can be provided to its members.

Section: Network Question 84

12. When you ask about the reimbursement arrangements for network providers, what aspect of the

reimbursement process are you referring to? Please specify.

Question is to seek all details relating to how you are reimbursed as part of a network (e.g. contracting,

discounts, performance, etc.)

Section: General requirements and Information Section A, Exhibits

13. Where can we find or download exhibits A through F.4?

Exhibit A (Intent to Bid form) was issued with the RFP document. All other exhibits were provided to

all vendors that submitted exhibit A.

Section B. Proposal Submission, Section C-Proposal Format

14. Where can we access the attachments that need to be downloaded as related to this section?

Exhibit A (Intent to Bid form) was issued with the RFP document. All other exhibits were provided to

all vendors that submitted exhibit A.

Section B. Proposal Submission Section C-Proposal Format Question 4 Cost & Fees

15. Are we expected to include this information in Exhibit B only or should we include an additional

narrative?

Exhibit B must be fully completed. Any additional narratives should be kept to a minimum.

Shelby County Government RFP for Employee Assistance Program – Vendor Questions and Responses

Section B. Proposal Submission Section C-Proposal Format Question 5 Experience of Respondent

16. Are we expected to include this information in the Excel Scorecard or should we include an additional

narrative?

The excel scorecard is for minimum and department requirements.

Section B. Proposal Submission Section C-Proposal Format Question 7 Additional Information

17. Are we expected to include this information in the Excel Scorecard or should we include an additional

narrative?

This is not the information requested in the scorecard. Please provide this additional information in your

proposal.

18. What is the current rate or pricing structure for EAP services under the existing contract (e.g., flat

annual fee, PEPM, or hybrid model)?

This information is not being provided.

19. What has been the annual utilization rate (number of cases or percentage of employees) for the past

three years?

Utilization reporting was provided to all vendors that submitted an Intent to Bid form.

20. How many total EAP training hours were utilized in the past three years?

a. Can the County provide examples of the training topics offered during that time?

Training information is provided in reporting provided with the RFP.

b. Where does the County see its greatest training needs or priorities for employees and

supervisors under the new contract?

The County would like to continue the standard trainings that are available. Additional possible

topics are stress, burnout, and work life balance.

21. How many onsite or critical incident hours were used in the past three years?

Listings of critical incident events are included in the reporting provided after submitting the Intent to

Bid form.

22. The RFP references approximately 8,000 active and retired employees:

a. Can the County provide a breakdown of active employees versus retirees within that figure?

Census data with this breakout was provided after Intent to Bid form was provided.

b. Are retirees eligible for the EAP benefit?

Yes

c. Are any departments, employee groups, or unions members excluded from EAP eligibility

under this contract?

Shelby County Government RFP for Employee Assistance Program – Vendor Questions and Responses

d. For pricing and utilization modeling purposes, can the County confirm the total number of

covered lives under this contract?

Census data was provided after Intent to Bid form was submitted.

23. Does the County have a preferred reporting format or sample template for quarterly utilization reports?

24. Are there specific expectations regarding employee communication, benefit awareness campaigns, or

supervisor training prior to June 1st, 2026?

Communications should be monthly or quarterly newsletters, and any information relating to sessions

for the general employee population is expected.

25. Can the County clarify whether the employee displacement provision applies to subcontracted clinical

affiliates under this contract, or if it is limited to direct employees of the incumbent vendor assigned

specifically to the Shelby County EAP contract?

Employee displacement provision does not apply; contract is limited.

26. Can the County clarify its expectations for ‘critical illness debriefing,’ including anticipated scope and

delivery format?

It should be included in the scope. Bidders can provide additional details of the critical illness

debriefing in their scope for clarification.

27. Can the County clarify whether post-crisis monitoring is expected to include ongoing case management

services or limited follow-up to ensure referral and stabilization?

It is not expected to be included.

28. Is a SOC 1 or SOC 2 report mandatory for consideration, or may alternative documentation

demonstrating internal controls and data security practices be provided?

Yes, those are required. However, if additional documentation of systems / procedures, etc. are

available, the County will take that into consideration.

29. What is the current fee being paid for the program?

This information is not being provided.

30. What is the current counseling visit model (ex.: 3 visits, 5 visits, 8 visits, etc.)?

Unlimited

31. How many onsite orientation/training hours are included each year?

Shelby County Government RFP for Employee Assistance Program – Vendor Questions and Responses

This page summarizes the opportunity, including an overview and a preview of the attached documents.

Employee Assistance Program Questions and Answers No. 1

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