Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services

The City of Phoenix invites sealed offers for employee assistance program, including elder care, traumatic event counseling, and substance abuse professional services for a five-year contract commencing on or about April 1, 2027, in accordance with the specifications and provisions contained herein or the “Effective Date” which is upon award by City Council, conditioned upon signature and recording by the City Clerk’s department, as required by the Phoenix City Code, whichever is later.

This solicitation is available through the City’s Procurement Portal. For technical support issues related to the City's Procurement Portal, Offeror may use the support bubble on the bottom right, or email procurement-support@opengov.com for any assistance.  For other issues related to this solicitation please contact the procurement officer listed under Contact Information.

Notwithstanding the foregoing, this Agreement will terminate upon the earliest occurrence: by reaching the end of the term including any extensions exercised, or termination pursuant to the provisions of this Agreement.  

Project Details

• Reference ID: RFP PS-27-0001
• Department: Finance Central Procurement
• Department Head: Austin Soldano (Chief Procurement Officer)

Important Dates

• Questions Due: 2026-06-22T21:00:00.000Z
• Answers Posted By: 2026-07-02T21:00:00.000Z
• Pre-Proposal Meeting: 2026-06-12T15:30:00.000Z — Meeting link: https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=mcf91a97a986a2ce45e013fbc9188d8ee Meeting number - 2346 455 8050 Meeting password - urPMqtvF237 Join by video system - 23464558050@cityofphoenix.webex.com Join by phone, US Toll +1-415-655-0001 Access code - 23464558050 Global call-in numbers: https://cityofphoenix.webex.com/cityofphoenix/globalcallin.php?MTID=m1c8335d78631c7ba3c77ca6fe9ba9c6a

Evaluation Criteria

• Method of Approach (Technical Questionnaire) (450 pts)
• Qualifications and Experience (Technical Questionnaire) (325 pts)
• Pricing Proposal (225 pts)

Submission Requirements

• PAYMENT TERMS & OPTIONS: Vendors must choose an option, if a box is not checked, the City will default to 0% - net 45 days: (required)
• Prompt Payment Discount —

  ______% - 30 days or 0% – 45 days 

  If none is specified, the City will default to 0% - net 45 days.

• Emergency 24-Hour Service Contact (required) —

  Please provide a full contact name, telephone number, alternate contact, and their phone number. 

• Certification Regarding Debarment, Suspension, and Other Ineligibility and Voluntary Exclusion (required) —

  Please download the below documents, complete, sign, and upload.

  Failure to submit a signed Certification Regarding Debarment, Suspension, and Other Ineligibility and Voluntary Exclusion will deem your offer non-responsive and result in disqualification from further consideration. 

• Offer (required) —

  NOTE: Please download the blank form from the link below, fill out the form, and upload the completed document.

• Conflict of Interest and Transparency (required) —

  NOTE: Please download the blank form from the link below, fill out the form, and upload the completed document.

• CONFIRM you have read Section 1, Instructions, Subsection 1.3. Minimum Qualifications and your entity meets ALL Minimum Qualifications in the Section 1.3. (required) —
  1. Offeror must have a minimum of 5 years’ experience in administering an Employee Assistance Program (EAP), including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services. 
  2. Have a minimum of 5 consecutive years' experience providing the Services as listed in this Solicitation for private and public entities comparable in size to the City of Phoenix.
  3. Offeror must have a minimum of 300 EAP network behavioral health professionals (“Providers”) within Maricopa County.
• Please upload supporting documentation to demonstrate compliance with the Minimum Qualifications listed in Section 1, Instructions, subsection 1.3. (required)
• Offeror Introduction Overview/Cover Letter (in PDF format) (required) —

  The cover letter shall provide a brief overview of the firm’s history. Describe your organization, including such information as when it was organized, when it began operations, provide a description of all of the services provided by your firm and how many consecutive years the Offeror has been providing employee healthcare clinic services as described in this Solicitation.

  Provide “an overview” of the services offered in your proposal. The detailed description of the offerings shall be included below, in Item No. 11 Method of Approach of this section.

  1. Provide a single main contact name, title, address, phone number, and email address for all matters related to this RFP.
  2. Provide the contact name, title, address, phone number and email address for the primary contact who will have day-to-day responsibilities for working with the City.
• Upload your entity's organizational chart(s) (in PDF format) (required) —

  Provide an Organizational chart of the team(s) who will be working on the City’s account. Please identify key personnel by name, title, location and contract role(s). For each proposed team member, include proposed staffing for the City (role, % dedication or number of FTEs who will be designated to the City’s account, and start and end date) that you believe will be necessary to support each project team’s work for each of the following:

  1. Implementation Team: Outline the proposed Implementation Team Members responsible for the implementation of this project and ongoing program improvements/changes going forward during this project phase. Include proposed staffing for the City (role, dedication, or number of FTEs, start and end dates for each member and % dedication.
  2. Account Management Team: Outline the proposed Account Management Team responsible to provide for the smooth daily operation of the Benefit Plans, as well as problem resolution and addressing elevated member and client issues. Identify team members and roles. Include proposed start and end dates for each member and % dedication.
  3. Customer Service Team(s):  Outline the proposed Customer Service Unit(s) Team(s).  Proposed team(s) will be responsible for answering participant inquiries regarding health care clinic services, hours of operation, treatments, and related issues. Identify team members and roles. Include proposed start and end dates for each member and % dedication.
• Upload your entity's key personnel resumes (in PDF format) (required) —

  Provide up to a one-page resume for each proposed key personnel (include all positions identified in the Organizational chart) who will be providing Services covered in the RFP's Scope of Work. Refer to Exhibit A – Scope of Work, Subsection 12. Account Management and Administrative Support, for a listing of the minimum positions identified by the City for the Account Management Team.

  Resumes shall reflect relevant experience and qualifications for the Services as outlined in this Solicitation. For each Key Personnel identified, provide the following:

  1. Name
  2. Length of employment with the company
  3. Proposed percentage of overall time to be dedicated to the resulting agreement
  4. Brief summary of each individual's:
     1. Professional experience
     2. Relevant experience (with similar roles to the proposed key position)
     3. Education (training and education including institution, degree, major)
     4. Certifications (certifications relevant to the proposed key position, including type of certification)
• Provide your entity's Method of Approach (required) —

  Evaluation of the Method of Approach will be based on the Offeror’s demonstrated ability to meet the City’s project requirements, project implementation and the project schedule which demonstrates the ability to begin work quickly and ensure all Services will begin by April 1, 2027.

  Narrative of City's project requirements and Offerings:

  1. Provide a detailed narrative response to describe your ability to comply with the City’s requirements identified in Exhibit A – Scope of Work and provide a detailed description which demonstrates your understanding of the requirements and describe the offered services.
  2. Provide detailed narrative response to describe your approach to guidance on complex compliance issues and keeping up to date with all applicable rules and regulations.
  3. Provide a detailed narrative response to describe your technological approach to all applicable compliance process(es), delivery of required notices and letters, deadline adherence and protection of information privacy.
  4. Provide detailed narrative response to describe your approach to ensure high-quality and competent customer support to the City employees.
• Provide your entity's qualifications, experience and references. (required) —

  Provide the required documentation to demonstrate the firm’s compliance to the requirements outlined in this section. Evaluation of Qualifications, Experience and References will be based on the Offeror’s demonstrated qualifications and experience in successfully completing similar projects to the satisfaction of their customers. Offeror must provide a narrative for each requirement, provided that the information supplements with a clear and concise response to the specific requirement.

  Firm Experience and Qualifications Narrative

  1. Describe your firm’s overall your experience providing Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services to other clients of similar scope and comparable to the City of Phoenix.
  1. 1. Indicate the number of employees for each client referenced.  Government agencies are preferred but not required.
  2. The Offeror must be lawfully authorized to conduct business in Arizona or must have no impediments to conducting business in Arizona.
  3. Demonstrate your firm’s resources available for this project.
  4. Demonstrate Offeror’s capabilities, experience and expertise on how you propose to manage the Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services for the City in accordance with the scope of work requirements.
  • • Provide a list of subcontractors which will be used to provide the Services outlined in the solicitation
  • • • Describe the Services which they will be providing.
      • Describe the percentage of the services they will be providing.
      • Describe how you will ensure that the subcontractor(s) are performing the services in accordance with the Scope of Work.
  5. Demonstrate that your firm is HIPAA certified and that protected health information is handled appropriately through the term of the Agreement.
• Technical Proposal (ENTIRE PROPOSAL WITHOUT PRICING) (required) —

  Note: Please upload a PDF of the entire Offeror's submittal excluding price.

• Provide Pre and Post Implementation, Training and Communication Materials (in PDF format) (required) —

  A. Provide a detailed draft project schedule which includes at a minimum: major milestones and timeline for each milestone, detailed sequence of tasks/deliverables and duration, key milestones, responsibilities and assignments, project implementation, reporting, data migration (if applicable), and final acceptance. Clearly describe how you will ensure Services will begin timely on April 1, 2027.

  B. Upload your entity's standard communication materials for Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services.

  Refer to Exhibit A-Scope of Work, Subsection 8. Program Pre and Post Implementation Training and Communication Materials.

• Please download, complete all tabs, and upload the Financial Workbook (Exhibit B Fee Schedule) (required) —

  Please download the below document, complete all tabs, and upload the Financial Workbook (Exhibit B Fee Schedule) for RFP PS-27-0001 Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services.

• Please download, complete all tabs, and upload the EAP Vendor Questionnaire. (required) —

  Please download the below document, complete all tabs, and upload the EAP Vendor Questionnaire for RFP PS-27-0001 Employee Assistance Program, including Elder Care, Traumatic Event Counseling, and Substance Abuse Professional Services.

• Upload the Statement of Bonding Ability (in PDF format) (required) —

  Submit a letter from a licensed bonding or insurance agency stating that the Offeror can qualify for and procure the performance bond and/or payment surety in accordance with RFP Section I, Paragraph 1.6.18. Statement of Bonding Ability.

• Provide your entity's financial ratings (Standard and Poors/A.M. Best/Moody's/Other) (in PDF format) (required)
• Data Privacy Question 1: Has your organization implemented a privacy program that covers privacy risk across all operations, services, projects, programs and systems that process personal data? (required)
• Can you confirm you can comply with both the Punchout Catalog Integration requirements outlined in the Special Terms and Conditions and the SAP Open Catalog Interface technical requirements listed under the Attachments tab? (required)
• Data Privacy Question 2: Does your organization have an incident/breach escalation and response plan? (required)
• Data Privacy Question 3: Has your organization experienced any reportable privacy or security breaches within the last 2 years? (required)
• Confirm that your entity agrees to execute the Business Associate Agreement (BAA) - Exhibit C (required)
• Provide your entity's list of exceptions, per the RFP instructions (Excel document) (required) —

  NOTE: Submission of Exceptions must comply with the requirements listed in RFP section 1.6 Instructions, subsection 1.6.2.

• Financial Responsibility Questionnaire (required) —

  Please download the below documents, complete, and upload.

• FTA - Federal Certifications (required) —

  Please download the below documents, complete, sign, and upload.

  Failure to submit the signed FTA - Federal Certifications may deem your offer non-responsive and result in disqualification from further consideration.

• Sensitive Security Information Acknowledgement Form (required) —

  Please download the below documents, complete, sign, and upload.

  Failure to submit a signed Sensitive Security Information Acknowledgement Form may deem your offer non-responsive and result in disqualification from further consideration

• Confidential Attachments (required) —

  This section only applies if the Offeror identifies some of the Offeror’s information as Confidential and/or Proprietary. All documents which the Offeror identifies as Confidential and/or Proprietary should be included in this section. Please do not identify every page as Confidential and/or Proprietary.

• Provide a redacted version of your Offer (PDF) - PLEASE DO NOT INCLUDE PRICING. (required) —

  This version of your Offer will be used in case of a Public Records Request. The City of Phoenix complies with Arizona Public Record Law and the redacted version will be made available if requested. 

• DOT Regulated Referral Workflow (required) —

  Please upload a detailed DOT-Regulated Referral Workflow. See Exhibit A-Scope of Work, Section 7. Substance Abuse Professional (SAP) Services.

• Please confirm that all required documents have been duly signed and uploaded, including but not limited to: the Offer Page, Conflict of Interest and Transparency, and any other mandatory forms requiring signature. (required) —

  Failure to submit all required signed documents may deem our offer non-responsive and result in disqualification from further consideration.

• Department Name(s) (required) —

  Select from one of the following Department Names to insert department-specific provisions and/or attachments.

• Description (required) —

  Enter the description of the procurement here in lowercase.

• Contract Term (required) —

  Enter the contract term in lowercase.

  Examples:

  five-year contract (strongly recommended)

  three-year term, with two option years

  one-time purchase

• Would the contractor be required to provide progress reports? (required)
• Who Contractor is to provide report to? (required)
• Contract Start Date (required) —

  Enter the contract start date (on or about).

  Example: March 1, 2023

• Pricing Proposal (required)
• Will Delivery be a factor in determining award? (required) —

  Selecting "Yes" will insert the Delivery provision into the Instructions section.

  Delivery

  Delivery is an important consideration and will be a factor in determining the award. A delivery time after receipt of order (ARO) must be stated in definite terms. Should there be variations in delivery times by item, the submittal should be clear concerning these variations.

• Include Pre-Award Qualifications Instructions to Offeror? (required) —

  Selecting "Yes" will insert the Pre-Award Qualifications provision into the Instructions section.

• Number of Years in Operation (required) —

  Enter the number of years an Offeror must have been in operation.

• Will a Site Inspection be conducted? (required) —

  Selecting "Yes" will insert the Site Inspection provision into the Instructions section.

• Is Exhibit B - Fee Schedule combined into Exhibit A - Scope of Work (required)
• Will the contract involve work in outdoor environment? (required) —

  By responding "Yes", the provision "Contractor Requirements for the Mitigation of Heat-Related Illnesses and Injuries in the Workplace" will populate in Standard Terms and Conditions.

• BONDS —

  Select if appropriate.

  Discuss with your supervisor and attorney the standard bonds for your scope. It may depend on the cost and type of project as to whether bonds are advisable.

• Performance Bond Amount (required) —

  Enter the Performance Bond percentage or dollar amount.

  Example: 10% or $1,000.00

• Solicitation Bond Percentage (required) —

  Enter the Solicitation Bond percentage.

  Example: 10%

• Payment Bond - Required By (Number of Days) (required) —

  Enter the number of days the Payment Bond is required after notice award.

  Example: 7

• Payment Bond - City Retention of Surety (in Days) (required) —

  Enter the number of days the City will retain a surety if submitted in a form other than a bond.

  Example: 7

• Include Professional Services Terms and Conditions? (required)
• SPECIAL TERMS AND CONDITIONS (required) —

  This is a list of the Special Terms and Conditions sections available to add to a document. Select all that are applicable.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• FOB Options (required) —

  Select the option(s) appropriate for this document.

• Destination Address(es) (required) —

  Enter the destination address(es) where delivery should be made.

  Example: 251 W Washington St, Flr 8, Phoenix, AZ 85003

• Delivery Timeframe (Hours Range) (required) —

  Enter the delivery timeframe (hours range).

  Example: between the hours of 8:00 a.m. and 2:00 p.m.

• Delivery Contact Phone Number (required) —

  Enter the delivery contact's phone number.

  Example: (602) 555-1234

• Price Options (required) —

  Select the option(s) appropriate for this document.

• Fixed Price Term (required) —

  Enter the fixed price term (years, months, or days) in lowercase.

  Example: one-year, or six-months, or ninety-days

• Catalog Price Adjustment - Number of Copies (required) —

  Enter the number of copies of a revised price list that will be required to be submitted with a price adjustment request.

  Capitalize the first letter of the first word.

  Example: One

  If this is not a requirement, this question may be skipped by typing N/A.

• SPECIAL TERMS AND CONDITIONS (APPLICABLE TO MOST AGREEMENTS) (required) —

  Options should be applicable to most agreements. Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this solicitation. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• Method of Payment - Frequency (If periodic invoicing is applicable) (required) —

  Enter the frequency of payment in lowercase.

  Example: one-year, or six-months, or ninety-days

  If this is not a requirement, this question may be skipped by typing N/A.

• Delivery Date (required) —

  Please enter the date that delivery is required by.

  Example: March 1, 2022.

  If this is not a requirement, this question may be skipped by typing N/A.

• MISCELLANEOUS OPTIONAL ITEMS —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• Liquidated Damages Amount (required) —

  Enter the dollar amount of the liquidated damages to be collected.

  Note: Consult with your Procurement Manager and the Department to determine the appropriate amount.

  Example: $50.00

  If this is not a requirement, this question may be skipped by typing N/A.

• Procurement Reports - Frequency (required) —

  Enter the frequency with which the Contractor should submit procurement reports.

  Example: monthly, quarterly, yearly

  If this is not a requirement, this question may be skipped by typing N/A.

• Procurement Reports - Day of the Month Due (required) —

  Enter the day of the month that procurement reports are due from the Contractor.

  Example: 15th

  If this is not a requirement, this question may be skipped by typing N/A.

• Warranty - Repair Response Time (required) —

  Enter the reasonable number of hours or days (in lowercase) within which a Contractor should respond. If you are unsure, please consult with the Department.

  Example: four hours or one business day

  If this is not a requirement, this question may be skipped by typing N/A.

• Warranty - Term (required) —

  Enter the minimum period of years (in lowercase) from the date of acceptance by the City that a Contractor's warranty should be fully guaranteed.

  Example: two

  If this is not a requirement, this question may be skipped by typing N/A.

• GENERALLY PERTAINING TO MATERIALS —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• Equipment Installation Property Address(es) (required) —

  Enter the property address(es) where equipment shall be installed.

  If this is not a requirement, this question may be skipped by typing N/A.

• Training - Duration (required) —

  Enter the required duration in hours/days (in lowercase) of onsite training to be provided by the Contractor.

  Example: eight hours

  If this is not a requirement, this question may be skipped by typing N/A.

• Training - Number of Staff to be Trained (required) —

  Enter the minimum number of staff / City personnel to be trained (in lowercase) to assure proper operation and utilization of the equipment.

  Example: three

  If this is not a requirement, this question may be skipped by typing N/A.

• GENERALLY PERTAINING TO SERVICES —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• GENERALLY PERTAINING TO ENVIRONMENTAL/SAFETY —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• GENERALLY PERTAINING TO VEHICLE/FLEET —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• Warranty - Fleet Services - Labor Reimbursement (required) —

  Enter the current warranty hourly labor reimbursement rate.

  Example: $70.00

  If this is not a requirement, this question may be skipped by typing N/A.

• Warranty - Fleet Services (required) —

  Enter the minimum of years, hours, and miles that vehicles supplied shall be fully warranted by the manufacturer against mechanical and electrical defects.

  Example: three years, 200 hours, and 36,000 miles

  If this is not a requirement, this question may be skipped by typing N/A.

• GENERALLY PERTAINING TO WATER SERVICES —

  Select as appropriate.

  Please review the selected subsections in detail to ensure that they are relevant to this document. Several areas have options which are dependent on the scope.

  Allow adequate time for an attorney to address potential legal issues, of any, including redlines if you wish to change or insert any language.

• Include Federal Contract Clauses - Housing HUD Specific? (required)
• Include Federal Contract Clauses - Public Transit FTA Specific? (required)
• Include Special Program - Supplemental Terms and Conditions? (required)
• Special Program - Supplemental Terms and Conditions (required)
• DEFENSE AND INDEMNIFICATION (required) —

  LAW DEPARTMENT APPROVED INDEMNIFICATION LANGUAGE

  (Revised August 2020)

  If applicable, Environmental Services Contracts and Technology Software/Hardware Contracts selections shall be used in addition to the appropriate Indemnification clause.

• INSURANCE SPECIFICATIONS BY CONTRACT TYPE (required) —

  Choose the best and most comprehensive option based on the contract type.

  If additional insurance policies are required or if you have questions as to whether additional insurance policies are required, please consult with Finance Risk Management and the Law Department.

• Construction, Engineering & Design Contracts (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Professional Services Contracts (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Services Contracts (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Crime Insurance (or Fidelity Bond) —

  Enter the Crime Insurance (or Fidelity Bond) amount.

  Example: $250,000

  If this is not a requirement, this question may be skipped.

• Commercial Lease / Rental Agreements (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Use of City Premises (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Commodity Purchase Contracts (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Environmental Services & Consulting Contracts (required) —

  Verify the selected options in detail to ensure that they are relevant to this document. If you are unsure, please consult Finance Risk Management.

• Insurance-related Communications (required) —

  Please enter the mailing and/or email address that insurance-related communications/documents should be sent.

  Example: City of Phoenix Finance Department, Procurement Division, 251 W Washington Street, Phoenix, AZ 85003 OR procurement@phoenix.gov

• Is this solicitation/contract for technology? (required)
• Will the vendor’s solution or staff process, store, transmit, or have access (including view-only or support access) to City personal data at any point (e.g., in a vendor-hosted/SaaS system, logs, backups, integrations, or remote support)? (required)
• Is punchout catalog integration a viable option for this contract? (required) —

  Includes Punchout Catalog Integration clause in the Special Terms and Conditions section

• Submittals Section
• Offer In Effect Period (required) —

  Enter the number of calendar days from the opening date that an offer will remain in effect.

  Example: 180

• Do you anticipate receiving catalogs and/or price lists? (required)
• Catalogs and/or Discount from Published Price List (required)
• Additional Quantities —

  Enter the date prior to which additional quantities may be requested from the Contractor.

  Example: May 25, 2025