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Agreement A-17-615 with Deer Oaks EAP Services LLC.pdf
k Agreement No. 17-615 1 AGREEMENT 2 3 THIS AGREEMENT is made and entered into this 5th day of December, 2017, by and 4 between the COUNTY OF FRESNO, a Political Subdivision of the State of California, hereinafter 5 referred to as "COUNTY", and Deer Oaks EAP Services, LLC, a Delaware corporation, whose ,6 address is 126 E. Main Plaza Ste. 1, San Antonio, TX 78205, hereinafter referred to as 7 "CONTRACTOR". 8 WITNESSETH: 9 WHEREAS, COUNTY requires the service of a contractor to provide Employee 10 Assistance Program (EAP) services for its employees, their dependents and members of their 11 households; and 12 WHEREAS, CONTRACTOR represents it is capable of providing such EAP services. 13 NOW, THEREFORE, in consideration of the mutual covenants, terms and conditions 14 herein contained, the parties hereto agree as follows: 15 1. OBLIGATIONS OF THE CONTRACTOR: CONTRACTOR shall provide EAP 16 services as described in Exhibit A, COUNTY'S Request for Proposal No. 18-004 and Addendum 17 Number One (1), collectively referred to as RFP No. 18-004, attached hereto and incorporated 18 herein by reference, and Exhibit B, CONTRACTOR'S Proposal to RFP No. 18-004, attached 19 hereto and incorporated herein by reference. Such services will be provided to all active 20 COUNTY employees, their dependents, and their household members, as well as to COUNTY 21 employees and retirees who terminate their employment for any reason for up to six (6) months 22 post-employment. Such services include but are not limited to: 23 A. Access to EAP services 24 hours per day, 7 days per week, 365 days per 24 year via the toll-free Helpline, iConnectYou Smartphone App and online via LiveCONNECT instant 25 messaging. 26 B. Telephone triage conducted by Master's Level Counselors 24/7 to assess 27 initial care management needs and appropriate referrals, including but not limited to clinical 28 assessment, short-term counseling, legal or financial consultation, work/life consultation, -1- 1 community resource referral or referral to other resources. 2 C. Provide up to eight (8) sessions per separate issue for assessment and 3 short-term counseling per 12 month period to employees along with their dependents and 4 household members. 5 D. Provide clinical case management/follow-up for all clinical EAP cases by a 6 case manager who is responsible for managing the progress, quality, and clinical content of the 7 counseling. 8 E. Premium work/life balance services —work/life, daily living, child care and 9 elder care services, including: Consult with members regarding work/life needs i.e. child care, 10 elder care, adoption, parenting education, pet care, relocation services, vacation planning, event 11 planning, home repair, etc.; and provide referral packets to members within three (3) business 12 days for standard cases and within six (6) business hours for urgent cases. 13 F. Unlimited access to Advantage Legal Assist, including: Free 30-minute 14 telephonic advice consultation or in-person consultation with an attorney; and a 25% discount on 15 hourly attorney fees if representation is required; 16 G. Advantage Financial Assist: Free unlimited telephonic consultation with a 17 financial counselor qualified to advise on a range of financial issues such as bankruptcy 18 prevention, debt reduction and financial planning; 19 H. Identity Theft Prevention & Recovery Services, including: Provide victims 20 consultation with an Accredited Financial Counselor who will discuss the situation with the 21 member and provide consultation and information on steps that should be taken upon discovery of 22 identity theft; and free credit monitoring service available at deeroakseap.com 23 I. Unlimited on-site, webinar, and prerecorded orientations, including: 24 employee orientations, supervisor orientations, supervisor training, work/life seminars, 25 professional development seminars, alcohol/substance abuse education & awareness seminars, 26 healthy living program seminars, and special event participation with a minimum of 10 attendees 27 per training, with special requests considered on a case-by-case basis; 28 J. Unlimited access to on-demand webinars that are available at -2- 1 deeroakseap.com; 2 K. Unlimited Supervisor Mandated Referrals. 3 L. Critical Incident Stress Management Services — Unlimited on-site critical 4 incident response included with a minimum of two (2) hours per event and no additional charge for 5 events over two (2) hours. 6 M. Unlimited on-site attendance at health fairs & open enrollment fairs. 7 N. Unlimited access to Work/Life website featuring resource articles, 8 assessments, audio, and video files covering emotional well-being, health and wellness, and 9 workplace issues as well as child care, elder care, adoption, and education. 10 O. Promotional materials including electronic and hard copy brochures, wallet 11 cards, posters, and topical flyers advertising the EAP benefit, its confidentiality, and means of 12 accessing services will be provided during implementation and on an on-going basis at no 13 additional charge to COUNTY. 14 P. Distribute monthly employee and supervisor electronic newsletters to 15 COUNTY. 16 Q. Telephonic interpretation in 200 of the most commonly spoken languages 17 and dialects including Spanish and Hmong. 18 R. Take the High Road Ride Reimbursement Program: CONTRACTOR 19 reimburses EAP participants for their cab, Lyft and Uber fares in the event that they are 20 incapacitated due to impairment by a substance or extreme emotional condition; this service is 21 available once per year per participant with a maximum reimbursement of$45.00 (excludes tip). 22 S. Provides expert telephonic consultation dealing with decisions regarding 23 the need for a Fitness-for-Duty (FFD) Evaluation and can assist in recommending a FFD facilitator 24 and coordinating a referral to the provider. 25 T. Quarterly utilization reports include statistical usage information. 26 U. Provide annual customer satisfaction statistics for COUNTY employees. 27 2. OBLIGATIONS OF THE COUNTY 28 A. COUNTY shall provide internal communication channels such as COUNTY -3- 1 website, COUNTY intranet site, COUNTY e-mail, open enrollment fairs and other forums for 2 CONTRACTORSs use in providing services pursuant to this Agreement. All CONTRACTOR 3 communications must receive prior approval from the COUNTY'S Department of Human 4 Resources — Employee Benefits Division. 5 B. COUNTY shall designate staff to coordinate activities with CONTRACTOR 6 in planning orientations and training sessions, and to monitor and evaluate the effectiveness of, 7 and satisfaction with, services provided pursuant to this Agreement. 8 3. TERM 9 The term of this Agreement shall be for a period of three (3) years, 10 commencing on January 1, 2018 through and including December 31, 2020. This Agreement 11 may be extended for two (2) additional consecutive twelve (12) month periods upon written 12 approval of both parties no later than thirty (30) days prior to the first day of the next twelve (12) 13 month extension period. The Director of Human Resources or his or her designee is authorized to 14 execute such written approval on behalf of COUNTY based on CONTRACTOR'S satisfactory 15 performance. 16 4. TERMINATION 17 A. Non-Allocation of Funds - The terms of this Agreement, and the services to 18 be provided hereunder, are contingent on the approval of funds by the appropriating government 19 agency. Should sufficient funds not be allocated, the services provided may be modified, or this 20 Agreement terminated, at any time by giving the CONTRACTOR thirty (30) days advance written 21 notice. 22 B. Breach of Contract - The COUNTY may immediately suspend or terminate 23 this Agreement in whole or in part, where in the determination of the COUNTY there is: 24 1) An illegal or improper use of funds; 25 2) A failure to comply with any term of this Agreement; 26 3) A substantially incorrect or incomplete report submitted to the 27 COUNTY; 28 4) Improperly performed service. -4- 1 In no event shall any payment by the COUNTY constitute a waiver by the COUNTY 2 of any breach of this Agreement or any default which may then exist on the part of the 3 CONTRACTOR. Neither shall such payment impair or prejudice any remedy available to the 4 COUNTY with respect to the breach or default. The COUNTY shall have the right to demand of 5 the CONTRACTOR the repayment to the COUNTY of any funds disbursed to the CONTRACTOR 6 under this Agreement, which in the judgment of the COUNTY were not expended in accordance 7 with the terms of this Agreement. The CONTRACTOR shall promptly refund any such funds upon 8 demand. 9 C. Without Cause - Under circumstances other than those set forth above, 10 this Agreement may be terminated by COUNTY upon the giving of thirty (30) days advance written 11 notice of an intention to terminate to CONTRACTOR. 12 5. COMPENSATION/INVOICING 13 A. COUNTY agrees to pay CONTRACTOR and CONTRACTOR agrees to 14 receive compensation as follows: $8,050.00 per month. CONTRACTOR shall submit monthly 15 electronic invoices to the County of Fresno Department of Human Resources. CONTRACTOR 16 agrees that payment of said invoice will be made no sooner than forty-five (45) days from date of 17 receipt of invoice by the COUNTY. 18 B. If CONTRACTOR provides any "Optional Services" to COUNTY as 19 described in page 54 of CONTRACTOR'S proposal for EAP services in response to COUNTY'S 20 Request for Proposal No. 18-004, CONTRACTOR shall receive such compensation as follows: 21 1) DOT Substance Abuse Professional (SAP) Evaluations: $600.00 per 22 case. 23 2) Full-Service Mediation: $300.00 per hour 24 3) LiveWell Standard Wellness Coaching: $0.36 per employee per 25 month. 26 4) Executive Coaching. One-on-one telephonic executive coaching 27 designed to reinforce key leadership skills. Includes 60-minute telephonic sessions, post-session 28 reports, and a coaching plan with goals set forth by the individual's supervisor and/or HR: $500.00 -5- 1 per hour. 2 C. If COUNTY cancels an On-site Training, a Live Webinar or a Critical 3 Incident Session and provides CONTRACTOR with less than 72-hours' notice, the cancellation 4 fee is $300.00 per hour of the event. If the Critical Incident Session was initially scheduled less 5 than 72 hours prior to the start of the session, this fee is waived. 6 D. In no event shall services performed under Section 5.A and 5.13 of this 7 Agreement be in excess of$500,000.00 during the term of this Agreement. It is understood that 8 all expenses incidental to CONTRACTOR'S performance of services under this Agreement shall 9 be borne by CONTRACTOR. 10 6. INDEPENDENT CONTRACTOR: In performance of the work, duties and 11 obligations assumed by CONTRACTOR under this Agreement, it is mutually understood and 12 agreed that CONTRACTOR, including any and all of the CONTRACTOR'S officers, agents, and 13 employees will at all times be acting and performing as an independent contractor, and shall act in 14 an independent capacity and not as an officer, agent, servant, employee, joint venturer, partner, or 15 associate of the COUNTY. Furthermore, COUNTY shall have no right to control or supervise or 16 direct the manner or method by which CONTRACTOR shall perform its work and function. 17 However, COUNTY shall retain the right to administer this Agreement so as to verify that 18 CONTRACTOR is performing its obligations in accordance with the terms and conditions thereof. 19 CONTRACTOR and COUNTY shall comply with all applicable provisions of 20 law and the rules and regulations, if any, of governmental authorities having jurisdiction over 21 matters the subject thereof. 22 Because of its status as an independent contractor, CONTRACTOR shall have 23 absolutely no right to employment rights and benefits available to COUNTY employees. 24 CONTRACTOR shall be solely liable and responsible for providing to, or on behalf of, its 25 employees all legally-required employee benefits. In addition, CONTRACTOR shall be solely 26 responsible and save COUNTY harmless from all matters relating to payment of 27 CONTRACTOR'S employees, including compliance with Social Security withholding and all other 28 regulations governing such matters. It is acknowledged that during the term of this Agreement, -6- 1 CONTRACTOR may be providing services to others unrelated to the COUNTY or to this 2 Agreement. 3 7. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT 4 A. The parties to this Agreement shall be in strict conformance with all 5 applicable Federal and State of California laws and regulations, including but not limited to 6 Sections 5328, 10850, and 14100.2 et seq. of the Welfare and Institutions Code, Sections 7 2.1 and431.300 et seq. of Title 42, Code of Federal Regulations (CFR), Section 56 et seq. of the 8 California Civil Code, Sections 11977 and 11812 of Title 22 of the California Code of Regulations, 9 and the Health Insurance Portability and Accountability Act (HIPAA), including but not limited to 10 Section 1320 D et seq. of Title 42, United States Code (USC) and its implementing regulations, 11 including, but not limited to Title 45, CFR, Sections 142, 160, 162, and 164, The Health 12 Information Technology for Economic and Clinical Health Act (HITECH) regarding the 13 confidentiality and security of patient information, and the Genetic Information Nondiscrimination 14 Act (GINA) of 2008 regarding the confidentiality of genetic information. 15 Except as otherwise provided in this Agreement, CONTRACTOR, as a 16 Business Associate of COUNTY, may use or disclose Protected Health Information (PHI) to 17 perform functions, activities or services for or on behalf of COUNTY, as specified in this 18 Agreement, provided that such use or disclosure shall not violate the Health Insurance Portability 19 and Accountability Act (HIPAA), USC 1320d et seq. The uses and disclosures of PHI may not be 20 more expansive than those applicable to COUNTY, as the "Covered Entity" under the HIPAA 21 Privacy Rule ( 45 CFR 164.500 et seq.), except as authorized for management, administrative or 22 legal responsibilities of the Business Associate. 23 B. CONTRACTOR, including its subcontractors and employees, shall protect, 24 from unauthorized access, use, or disclosure of names and other identifying information, including 25 genetic information, concerning persons receiving services pursuant to this Agreement, except 26 where permitted in order to carry out data aggregation purposes for health care operations [45 27 CFR Sections 164.504 (e)(2)(i), 164.504 (3)(2)(ii)(A), and 164.504 (e)(4)(i)] This pertains to any 28 and all persons receiving services pursuant to a COUNTY funded program. This requirement -7- 1 applies to electronic PHI. CONTRACTOR shall not use such identifying information or genetic 2 information for any purpose other than carrying out CONTRACTOR's obligations under this 3 Agreement. 4 C. CONTRACTOR, including its subcontractors and employees, shall not 5 disclose any such identifying information or genetic information to any person or entity, except as 6 otherwise specifically permitted by this Agreement, authorized by Subpart E of 45 CFR Part 164 7 or other law, required by the Secretary, or authorized by the client/patient in writing. In using or 8 disclosing PHI that is permitted by this Agreement or authorized by law, CONTRACTOR shall 9 make reasonable efforts to limit PHI to the minimum necessary to accomplish intended purpose of 10 use, disclosure or request. 11 D. For purposes of the above sections, identifying information shall include, 12 but not be limited to name, identifying number, symbol, or other identifying particular assigned to 13 the individual, such as finger or voice print, or photograph. 14 E. For purposes of the above sections, genetic information shall include 15 genetic tests of family members of an individual or individual, manifestation of disease or disorder 16 of family members of an individual, or any request for or receipt of, genetic services by individual 17 or family members. Family member means a dependent or any person who is first, second, third, 18 or fourth degree relative. 19 F. CONTRACTOR shall provide access, at the request of COUNTY, and in 20 the time and manner designated by COUNTY, to PHI in a designated record set (as defined in 45 21 CFR Section 164.501), to an individual or to COUNTY in order to meet the requirements of 45 22 CFR Section 164.524 regarding access by individuals to their PHI. With respect to individual 23 requests, access shall be provided within thirty (30) days from request. Access may be extended if 24 CONTRACTOR cannot provide access and provides individual with the reasons for the delay and 25 the date when access may be granted. PHI shall be provided in the form and format requested by 26 the individual or COUNTY. 27 CONTRACTOR shall make any amendment(s) to PHI in a designated record 28 set at the request of COUNTY or individual, and in the time and manner designated by COUNTY -8- 1 in accordance with 45 CFR Section 164.526. 2 CONTRACTOR shall provide to COUNTY or to an individual, in a time and 3 manner designated by COUNTY, information collected in accordance with 45 CFR Section 4 164.528, to permit COUNTY to respond to a request by the individual for an accounting of 5 disclosures of PHI in accordance with 45 CFR Section 164.528. 6 G. CONTRACTOR shall report to COUNTY, in writing, any knowledge or 7 reasonable belief that there has been unauthorized access, viewing, use, disclosure, security 8 incident, or breach of unsecured PHI not permitted by this Agreement of which it becomes aware, 9 immediately and without reasonable delay and in no case later than two (2) business days of 10 discovery. Immediate notification shall be made to COUNTY's Information Security Officer and 11 Privacy Officer and COUNTY's DPH HIPAA Representative, within two (2) business days of 12 discovery. The notification shall include, to the extent possible, the identification of each individual 13 whose unsecured PHI has been, or is reasonably believed to have been, accessed, acquired, 14 used, disclosed, or breached. CONTRACTOR shall take prompt corrective action to cure any 15 deficiencies and any action pertaining to such unauthorized disclosure required by applicable 16 Federal and State Laws and regulations. CONTRACTOR shall investigate such breach and is 17 responsible for all notifications required by law and regulation or deemed necessary by COUNTY 18 and shall provide a written report of the investigation and reporting required to COUNTY's 19 Information Security Officer and Privacy Officer and COUNTY's DPH HIPAA Representative. This 20 written investigation and description of any reporting necessary shall be postmarked within the 21 thirty (30) working days of the discovery of the breach to the addresses below: 22 County of Fresno County of Fresno County of Fresno 23 Dept. of Public Health Dept. of Public Health Dept. of Internal Services 24 HIPAA Representative Privacy Officer Information Security Officer 25 (559) 600-6439 (559) 600-6405 (559) 600-5800 26 P.O. Box 11867 P.O. Box 11867 333 W. Pontiac Way 27 Fresno, CA 93775 Fresno, CA 93775 Clovis, CA 93612 28 H. CONTRACTOR shall make its internal practices, books, and records -9- 1 relating to the use and disclosure of PHI received from COUNTY, or created or received by the 2 CONTRACTOR on behalf of COUNTY, in compliance with HIPAA's Privacy Rule, including, but 3 not limited to the requirements set forth in Title 45, CFR, Sections 160 and 164. CONTRACTOR 4 shall make its internal practices, books, and records relating to the use and disclosure of PHI 5 received from COUNTY, or created or received by the CONTRACTOR on behalf of COUNTY, 6 available to the United States Department of Health and Human Services (Secretary) upon 7 demand. 8 CONTRACTOR shall cooperate with the compliance and investigation reviews 9 conducted by the Secretary. PHI access to the Secretary must be provided during the 10 CONTRACTOR's normal business hours, however, upon exigent circumstances access at any 11 time must be granted. Upon the Secretary's compliance or investigation review, if PHI is 12 unavailable to CONTRACTOR and in possession of a Subcontractor, it must certify efforts to 13 obtain the information to the Secretary. 14 I. Safeguards 15 CONTRACTOR shall implement administrative, physical, and technical 16 safeguards as required by the HIPAA Security Rule, Subpart C of 45 CFR 164, that reasonably 17 and appropriately protect the confidentiality, integrity, and availability of PHI, including electronic 18 PHI, that it creates, receives, maintains or transmits on behalf of COUNTY and to prevent 19 unauthorized access, viewing, use, disclosure, or breach of PHI other than as provided for by this 20 Agreement. CONTRACTOR shall conduct an accurate and thorough assessment of the potential 21 risks and vulnerabilities to the confidential, integrity and availability of electronic PHI. 22 CONTRACTOR shall develop and maintain a written information privacy and security program 23 that includes administrative, technical and physical safeguards appropriate to the size and 24 complexity of CONTRACTOR's operations and the nature and scope of its activities. Upon 25 COUNTY's request, CONTRACTOR shall provide COUNTY with information concerning such 26 safeguards. 27 CONTRACTOR shall implement strong access controls and other security 28 safeguards and precautions in order to restrict logical and physical access to confidential, -10- 1 personal (e.g., PHI) or sensitive data to authorized users only. Said safeguards and precautions 2 shall include the following administrative and technical password controls for all systems used to 3 process or store confidential, personal, or sensitive data: 4 1) Passwords must not be: 5 a. Shared or written down where they are accessible or recognizable by anyone else; 6 such as taped to computer screens, stored under keyboards, or visible in a work 7 area; 8 b. A dictionary word; or 9 c. Stored in clear text 10 2) Passwords must be: 11 a. Eight (8) characters or more in length; 12 b. Changed every ninety (90) days; 13 c. Changed immediately if revealed or compromised; and 14 d. Composed of characters from at least three (3) of the following four (4) groups from 15 the standard keyboard: 16 (1) Upper case letters (A-Z); 17 (2) Lowercase letters (a-z); 18 (3) Arabic numerals (0 through 9); and 19 (4) Non-alphanumeric characters (punctuation symbols). 20 CONTRACTOR shall implement the following security controls on each 21 workstation or portable computing device (e.g., laptop computer) containing confidential, personal, 22 or sensitive data: 23 1) Network-based firewall and/or personal firewall; 24 2) Continuously updated anti-virus software; and 25 3) Patch management process including installation of all operating 26 system/software vendor security patches. 27 CONTRACTOR shall utilize a commercial encryption solution that has received 28 FIPS 140-2 validation to encrypt all confidential, personal, or sensitive data stored on portable -11- 1 electronic media (including, but not limited to, compact disks and thumb drives) and on portable 2 computing devices (including, but not limited to, laptop and notebook computers). 3 CONTRACTOR shall not transmit confidential, personal, or sensitive data via 4 e-mail or other internet transport protocol unless the data is encrypted by a solution that has been 5 validated by the National Institute of Standards and Technology (NIST) as conforming to the 6 Advanced Encryption Standard (AES) Algorithm. CONTRACTOR must apply appropriate 7 sanctions against its employees who fail to comply with these safeguards. CONTRACTOR must 8 adopt procedures for terminating access to PHI when employment of employee ends. 9 J. Mitigation of Harmful Effects 10 CONTRACTOR shall mitigate, to the extent practicable, any harmful effect that 11 is suspected or known to CONTRACTOR of an unauthorized access, viewing, use, disclosure, or 12 breach of PHI by CONTRACTOR or its subcontractors in violation of the requirements of these 13 provisions. CONTRACTOR must document suspected or known harmful effects and the outcome. 14 K. CONTRACTOR' s Subcontractors 15 CONTRACTOR shall ensure that any of its contractors, including 16 subcontractors, if applicable, to whom CONTRACTOR provides PHI received from or created or 17 received by CONTRACTOR on behalf of COUNTY, agree to the same restrictions, safeguards, 18 and conditions that apply to CONTRACTOR with respect to such PHI and to incorporate, when 19 applicable, the relevant provisions of these provisions into each subcontract or sub-award to such 20 agents or subcontractors. 21 L. Employee Training and Discipline 22 CONTRACTOR shall train and use reasonable measures to ensure 23 compliance with the requirements of these provisions by employees who assist in the 24 performance of functions or activities on behalf of COUNTY under this Agreement and use or 25 disclose PHI and discipline such employees who intentionally violate any provisions of these 26 provisions, including termination of employment. 27 M. Termination for Cause 28 Upon COUNTY's knowledge of a material breach of these provisions by -12- 1 CONTRACTOR, COUNTY shall either: 2 1) Provide an opportunity for CONTRACTOR to cure the breach or end 3 the violation and terminate this Agreement if CONTRACTOR does not cure the breach or end the 4 violation within the time specified by COUNTY; or 5 2) Immediately terminate this Agreement if CONTRACTOR has 6 breached a material term of these provisions and cure is not possible. 7 3) If neither cure nor termination is feasible, the COUNTY's Privacy 8 Officer shall report the violation to the Secretary of the U.S. Department of Health and Human 9 Services. 10 N. Judicial or Administrative Proceedings 11 COUNTY may terminate this Agreement in accordance with the terms and 12 conditions of this Agreement as written hereinabove, if: (1) CONTRACTOR is found guilty in a 13 criminal proceeding for a violation of the HIPAA Privacy or Security Laws or the HITECH Act; or 14 (2) a finding or stipulation that the CONTRACTOR has violated a privacy or security standard or 15 requirement of the HITECH Act, HIPAA or other security or privacy laws in an administrative or 16 civil proceeding in which the CONTRACTOR is a party. 17 O. Effect of Termination 18 Upon termination or expiration of this Agreement for any reason, 19 CONTRACTOR shall return or destroy all PHI received from COUNTY (or created or received by 20 CONTRACTOR on behalf of COUNTY) that CONTRACTOR still maintains in any form, and shall 21 retain no copies of such PHI. If return or destruction of PHI is not feasible, it shall continue to 22 extend the protections of these provisions to such information, and limit further use of such PHI to 23 those purposes that make the return or destruction of such PHI infeasible. This provision shall 24 apply to PHI that is in the possession of subcontractors or agents, if applicable, of 25 CONTRACTOR. If CONTRACTOR destroys the PHI data, a certification of date and time of 26 destruction shall be provided to the COUNTY by CONTRACTOR. 27 P. Disclaimer 28 COUNTY makes no warranty or representation that compliance by -13- 1 CONTRACTOR with these provisions, the HITECH Act, HIPAA or the HIPAA regulations will be 2 adequate or satisfactory for CONTRACTOR's own purposes or that any information in 3 CONTRACTOR's possession or control, or transmitted or received by CONTRACTOR, is or will 4 be secure from unauthorized access, viewing, use, disclosure, or breach. CONTRACTOR is solely 5 responsible for all decisions made by CONTRACTOR regarding the safeguarding of PHI. 6 Q. Amendment 7 The parties acknowledge that Federal and State laws relating to electronic data 8 security and privacy are rapidly evolving and that amendment of these provisions may be required 9 to provide for procedures to ensure compliance with such developments. The parties specifically 10 agree to take such action as is necessary to amend this agreement in order to implement the 11 standards and requirements of HIPAA, the HIPAA regulations, the HITECH Act and other 12 applicable laws relating to the security or privacy of PHI. COUNTY may terminate this Agreement 13 upon thirty (30) days written notice in the event that CONTRACTOR does not enter into an 14 amendment providing assurances regarding the safeguarding of PHI that COUNTY in its sole 15 discretion, deems sufficient to satisfy the standards and requirements of HIPAA, the HIPAA 16 regulations and the HITECH Act. 17 R. No Third-Party Beneficiaries 18 Nothing express or implied in the terms and conditions of these provisions is 19 intended to confer, nor shall anything herein confer, upon any person other than COUNTY or 20 CONTRACTOR and their respective successors or assignees, any rights, remedies, obligations or 21 liabilities whatsoever. 22 S. Interpretation 23 The terms and conditions in these provisions shall be interpreted as broadly as 24 necessary to implement and comply with HIPAA, the HIPAA regulations and applicable State 25 laws. The parties agree that any ambiguity in the terms and conditions of these provisions shall be 26 resolved in favor of a meaning that complies and is consistent with HIPAA and the HIPAA 27 regulations. 28 T. Regulatory References -14- 1 A reference in the terms and conditions of these provisions to a section in the 2 HIPAA regulations means the section as in effect or as amended. 3 U. Survival 4 The respective rights and obligations of CONTRACTOR as stated in this 5 Section shall survive the termination or expiration of this Agreement. 6 V. No Waiver of Obligations 7 No change, waiver or discharge of any liability or obligation hereunder on any 8 one or more occasions shall be deemed a waiver of performance of any continuing or other 9 obligation, or shall prohibit enforcement of any obligation on any other occasion. 10 8. MODIFICATION: Any matters of this Agreement may be modified from time 11 to time by the written consent of all the parties without, in any way, affecting the remainder. 12 9. NON-ASSIGNMENT: Neither party shall assign, transfer or sub-contract this 13 Agreement nor their rights or duties under this Agreement without the prior written consent of the 14 other party. 15 10. HOLD HARMLESS: CONTRACTOR agrees to indemnify, save, hold 16 harmless, and at COUNTY'S request, defend the COUNTY, its officers, agents, and employees 17 from any and all costs and expenses, damages, liabilities, claims, and losses occurring or 18 resulting to COUNTY in connection with the performance, or failure to perform, by 19 CONTRACTOR, its officers, agents, or employees under this Agreement, and from any and all 20 costs and expenses, damages, liabilities, claims, and losses occurring or resulting to any person, 21 firm, or corporation who may be injured or damaged by the performance, or failure to perform, 22 of CONTRACTOR, its officers, agents, or employees under this Agreement. 23 11. INSURANCE 24 Without limiting the COUNTY's right to obtain indemnification from 25 CONTRACTOR or any third parties, CONTRACTOR, at its sole expense, shall maintain in full 26 force and effect, the following insurance policies or a program of self-insurance, including but not 27 limited to, an insurance pooling arrangement or Joint Powers Agreement (JPA) throughout the 28 term of the Agreement: -15- 1 A. Commercial General Liability 2 Commercial General Liability Insurance with limits of not less than One 3 Million Dollars ($1,000,000) per occurrence and an annual aggregate of Two Million Dollars 4 ($2,000,000). This policy shall be issued on a per occurrence basis. COUNTY may require 5 specific coverages including completed operations, products liability, contractual liability, 6 Explosion-Collapse-Underground, fire legal liability or any other liability insurance deemed 7 necessary because of the nature of this contract. 8 B. Automobile Liability 9 Comprehensive Automobile Liability Insurance with limits for bodily injury of 10 not less than Two Hundred Fifty Thousand Dollars ($250,000.00) per person, Five Hundred 11 Thousand Dollars ($500,000.00) per accident and for property damages of not less than Fifty 12 Thousand Dollars ($50,000.00), or such coverage with a combined single limit of Five Hundred 13 Thousand Dollars ($500,000.00). Coverage should include owned and non-owned vehicles used 14 in connection with this Agreement. 15 C. Professional Liability 16 If CONTRACTOR employs licensed professional staff, (e.g., Ph.D., R.N., 17 L.C.S.W., M.F.C.C.) in providing services, Professional Liability Insurance with limits of not less 18 than One Million Dollars ($1,000,000.00) per occurrence, Three Million Dollars ($3,000,000.00) 19 annual aggregate. 20 D. Worker's Compensation 21 A policy of Worker's Compensation insurance as may be required by the 22 California Labor Code. 23 CONTRACTOR shall obtain endorsements to the Commercial General Liability 24 insurance naming the County of Fresno, its officers, agents, and employees, individually and 25 collectively, as additional insured, but only insofar as the operations under this Agreement are 26 concerned. Such coverage for additional insured shall apply as primary insurance and any other 27 insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees shall be 28 excess only and not contributing with insurance provided under CONTRACTOR's policies herein. -16- 1 This insurance shall not be cancelled or changed without a minimum of thirty (30) days advance 2 written notice given to COUNTY. 3 Within Thirty (30) days from the date CONTRACTOR signs and executes this 4 Agreement, CONTRACTOR shall provide certificates of insurance and endorsement as stated 5 above for all of the foregoing policies, as required herein, to the County of Fresno, (Name and 6 Address of the official who will administer this contract), stating that such insurance coverage have 7 been obtained and are in full force; that the County of Fresno, its officers, agents and employees 8 will not be responsible for any premiums on the policies; that such Commercial General Liability 9 insurance names the County of Fresno, its officers, agents and employees, individually and 10 collectively, as additional insured, but only insofar as the operations under this Agreement are 11 concerned; that such coverage for additional insured shall apply as primary insurance and any 12 other insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees, 13 shall be excess only and not contributing with insurance provided under CONTRACTOR's policies 14 herein; and that this insurance shall not be cancelled or changed without a minimum of thirty (30) 15 days advance, written notice given to COUNTY. 16 In the event CONTRACTOR fails to keep in effect at all times insurance 17 coverage as herein provided, the COUNTY may, in addition to other remedies it may have, 18 suspend or terminate this Agreement upon the occurrence of such event. 19 All policies shall be issued by admitted insurers licensed to do business in the 20 State of California, and such insurance shall be purchased from companies possessing a current 21 A.M. Best, Inc. rating of A FSC VII or better. 22 12. AUDITS AND INSPECTIONS: The CONTRACTOR shall at any time during 23 business hours, and as often as the COUNTY may deem necessary, make available to the 24 COUNTY for examination all of its records and data with respect to the matters covered by this 25 Agreement. The CONTRACTOR shall, upon request by the COUNTY, permit the COUNTY to 26 audit and inspect all of such records and data necessary to ensure CONTRACTOR'S compliance 27 with the terms of this Agreement. 28 If this Agreement exceeds ten thousand dollars ($10,000.00), CONTRACTOR -17- 1 shall be subject to the examination and audit of the Auditor General for a period of three (3) years 2 after final payment under contract (Government Code Section 8546.7). 3 13. NOTICES: The persons and their addresses having authority to give and 4 receive notices under this Agreement include the following: 5 COUNTY CONTRACTOR COUNTY OF FRESNO Deer Oaks EAP Services, LLC 6 2220 Tulare Street 126 E. Main Plaza 14th Floor Suite 8 7 Fresno, CA 93721 San Antonio, Texas 78205 8 All notices between the COUNTY and CONTRACTOR provided for or 9 permitted under this Agreement must be in writing and delivered either by personal service, by 10 first-class United States mail, by an overnight commercial courier service, or by telephonic 11 facsimile transmission. A notice delivered by personal service is effective upon service to the 12 recipient. A notice delivered by first-class United States mail is effective three COUNTY business 13 days after deposit in the United States mail, postage prepaid, addressed to the recipient. A notice 14 delivered by an overnight commercial courier service is effective one COUNTY business day after 15 deposit with the overnight commercial courier service, delivery fees prepaid, with delivery 16 instructions given for next day delivery, addressed to the recipient. A notice delivered by 17 telephonic facsimile is effective when transmission to the recipient is completed (but, if such 18 transmission is completed outside of COUNTY business hours, then such delivery shall be 19 deemed to be effective at the next beginning of a COUNTY business day), provided that the 20 sender maintains a machine record of the completed transmission. For all claims arising out of or 21 related to this Agreement, nothing in this section establishes, waives, or modifies any claims 22 presentation requirements or procedures provided by law, including but not limited to the 23 Government Claims Act (Division 3.6 of Title 1 of the Government Code, beginning with section 24 810). 25 14. GOVERNING LAW: Venue for any action arising out of or related to this 26 Agreement shall only be in Fresno County, California. 27 The rights and obligations of the parties and all interpretation and performance 28 of this Agreement shall be governed in all respects by the laws of the State of California. -18- 1 15. DISCLOSURE OF SELF-DEALING TRANSACTIONS 2 This provision is only applicable if the CONTRACTOR is operating as a 3 corporation (a for-profit or non-profit corporation) or if during the term of the agreement, the 4 CONTRACTOR changes its status to operate as a corporation. 5 Members of the CONTRACTOR's Board of Directors shall disclose any self- 6 dealing transactions that they are a party to while CONTRACTOR is providing goods or 7 performing services under this agreement. A self-dealing transaction shall mean a transaction 8 to which the CONTRACTOR is a party and in which one or more of its directors has a material 9 financial interest. Members of the Board of Directors shall disclose any self-dealing 10 transactions that they are a party to by completing and signing a Self-Dealing Transaction 11 Disclosure Form, attached hereto as Exhibit C and incorporated herein by reference, and 12 submitting it to the COUNTY prior to commencing with the self-dealing transaction or 13 immediately thereafter. 14 16. ENTIRE AGREEMENT: This Agreement constitutes the entire agreement 15 between the CONTRACTOR and COUNTY with respect to the subject matter hereof and 16 supersedes all previous Agreement negotiations, proposals, commitments, writings, 17 advertisements, publications, and understanding of any nature whatsoever unless expressly 18 included in this Agreement. In the event of any inconsistency in interpreting the documents which 19 constitute this Agreement, the inconsistency shall be resolved by giving precedence in the 20 following order of priority: (1) The text of this Agreement (excluding Exhibits A and B); (2) Exhibit 21 A; and (3) Exhibit B. 22 23 24 25 26 27 28 -19- 1 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as 2 of the day and year first hereinabove written. 3 4 CONTRACTOR COU7[IF FR ESNO 5C; L��J (Authorized Signature) Brian Pacheco, 6 Chairman of the Board of Supervisors of the County of Fresno 7 Alicia Barrera, Executive Director 8 Print Name &Title 9 1 10 (Authorized Signature) 11 12 Laura Davies, Chief Financial Officer Print Name &Title ATTEST: 13 Bernice E. Seidel 14 Clerk to the Board of Supervisors 126 E. Main Plaza, Suite 1 County of Fresno, State of California 15 16 San Antonio, TX 78205 Mailing Address By: �S&vn 17 Deputy 18 19 20 21 FOR ACCOUNTING USE ONLY: 22 ORG No.: BQ250200 Account No.: 7295 23 Requisition No_: 8921700197 24 25 26 27 28 -20- Exhibit A COUNTY OF FRESNO co O 15 O REQUEST FOR PROPOSAL NUMBER: 18-004 EMPLOYEE ASSISTANCE PROGRAM (EAP) Issue Date: August 8, 2017 Closing Date: September 7, 2017 at 2:00 PM All Questions and Proposals must be electronically submitted on the Bid Page on Public Purchase. For assistance, contact Nick Chin at Phone (559) 600-7110. Undersigned agrees to furnish the commodity or service stipulated in the attached response at the prices and terms stated in this RFP. Bid must be signed and dated by an authorized officer or employee. COMPANY ADDRESS CITY STATE ZIP CODE TELEPHONE NUMBER E-MAIL ADDRESS SIGNATURE PRINT NAME TITLE G:1Public\RFP1FY 2017-18118-004 Employee Assistance Program(EAP)118-004 Employee Assistance Program(EAP).doc PD-040(03/28/17) Proposal No. 18-004 Page 2 TABLE OF CONTENTS PAGE OVERVIEW..................................................................................................................... 3 KEYDATES ....................................................................................................................4 GENERAL REQUIREMENTS & CONDITIONS .............................................................. 5 INSURANCE REQUIREMENTS ..................................................................................... 8 BID INSTRUCTIONS ...................................................................................................... 9 SCOPEOF WORK ....................................................................................................... 11 SCOPE OF WORK PROPOSAL REQUIREMENTS..................................................... 13 COSTPROPOSAL........................................................................................................ 15 AWARD CRITERIA....................................................................................................... 16 PROPOSAL CONTENT REQUIREMENTS .................................................................. 17 TRADE SECRET ACKNOWLEDGEMENT................................................................... 19 DISCLOSURE — CRIMINAL HISTORY & CIVIL ACTIONS...........................................21 CERTIFICATION...........................................................................................................23 REFERENCELIST........................................................................................................ 24 PARTICIPATION...........................................................................................................25 CHECKLIST .................................................................................................................26 EXHIBITS......................................................................................................................27 G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 3 OVERVIEW The County of Fresno (County) is seeking proposals from qualified vendors to administer the County's Employee Assistance Program (EAP) in accordance with the Scope of Work specified in this Request for Proposal(RFP).The Employee Assistance Program is intended to assist employees with personal issues that might adversely affect their work performance, health, and well-being. Assistance shall be for approximately 7,000 employees and their families. Please review Exhibit A for current plan design and services provided. The County is currently in the final year of a five-year agreement with our current EAP provider, Ann Clark International(ACI). The County is conducting a request for proposals process pursuant to County policyto re- evaluate benefits vendors in the final year of an agreement. The County pays all costs associated with the program. The current monthly per-employee rate is$1.29 and the annual cost is approximately$84,000. The County of Fresno is the third largest employer in Fresno County. It is a culturally diverse organization consisting of 19 separate departments. The population in Fresno County is just over a million people and spans over 6,000 square miles. The County utilizes the services of Buckman Mitchell and Keenan&Associates as its co-brokers.The County may ask its co-brokers to evaluate the responses received by potential EAP vendors. EAP Utilization History Calendar Year: 2016 2015 2014 2013 Usage: 633 651 551 509 Critical Incident Stress 9 3 4 4 Debriefings: Onsite Events: 8 9 9 6 G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 4 KEY DATES RFP Issue Date: August 8, 2017 Written Questions for RFP Due: August 18, 2017 at 10:00 AM Questions must be submitted on the Bid Page. RFP Closing Date: September 7, 2017 at 2:00 PM Proposals must be electronically submitted on the Bid Page. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 5 GENERAL REQUIREMENTS & CONDITIONS TERM: It is County's intent to contract with the successful bidder for a term of three years with the option to renew for up to two additional one year periods based on mutual written consent. The County reserves the right to terminate any resulting contract upon written notice. AWARD: The award will be made to the vendor offering the proposal that is deemed the most advantageous to the County. The award will be determined by factors other than price alone. Past performance and references may factor into the tentative awarding of a contract. The County will be the sole judge in making such determination. The County reserves the right to reject any and all proposals. Award Notices are tentative. Acceptance of an offer made in response to this RFP shall occur only upon execution of an agreement by both parties or issuance of a valid Purchase Order by Purchasing. After award, all bids shall be open to public inspection. The County assumes no responsibility for the confidentiality of information offered in a bid. Award may require approval by the County of Fresno— Board of Supervisors. PARTICIPATION: The bidder may agree to extend the terms of the resulting contract to other political subdivisions, municipalities, and tax-supported agencies. Such participating governmental bodies may make purchases in their own name, make payment directly to the bidder, and be liable directly to the bidder, holding the County of Fresno harmless. CONFIDENTIALITY: Services performed by the bidder shall be in strict conformance with all applicable Federal, State of California and/or local laws and regulations relating to confidentiality, including but not limited to, California Civil Code, California Welfare and Institutions Code, Health and Safety Code, California Code of Regulations, Code of Federal Regulations. The bidder shall submit to County's monitoring of said compliance. The bidder may be a Business associate of County, as that term is defined in the "Privacy Rule" enacted by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). As a HIPAA Business Associate, vendor may use or disclose protected health information ("PHI")to perform functions, activities or services for or on behalf of County, as specified by the County, provided that such use or disclosure shall not violate HIPAA and its implementing regulations. The uses and disclosures of PHI may not be more expansive than those applicable to County, as the"Covered Entity" under HIPAA's Privacy Rule, except as authorized for management, administrative or legal responsibilities of the Business Associate. The bidder shall not use or further disclose PHI other than as permitted or required by the County, or as required by law without written notice to the County. The bidder shall ensure that any agent, including any subcontractor, to which vendor provides PHI received from, or created or received by the vendor on behalf of County, shall comply with the same restrictions and conditions with respect to such information. SUBCONTRACTORS: If a subcontractor is proposed, complete identification of the subcontractor and his tasks should be provided. The primary contractor is not relieved of any responsibility by virtue of using a subcontractor. A specialty contractor cannot contract for work outside of their classification even if they are going to subcontract that work to another licensee who does hold the classification. The only classification that may do that is the B—General Building contractor. SELF-DEALING TRANSACTION DISCLOSURE: Contractor agrees that when operating as a corporation (a for-profit or non-profit corporation), or if during the term of the agreement the Contractor changes its status to operate as a corporation, members of the Contractor's Board of Directors shall disclose any self-dealing transactions that they are a party to while Contractor is providing goods or performing services under the agreement with the County. A self-dealing transaction shall mean a transaction to which the Contractor is a party and in which one or more of its directors has a material financial interest. Members of the Board of Directors shall disclose any self-dealing transactions that they are a party to by completing and signing a Fresno County Self-Dealing Transaction Disclosure Form and submitting it to the County prior to commencing with the self-dealing transaction or immediately thereafter. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 6 LOCAL VENDOR PREFERENCE: The Local Vendor Preference does not apply to this Request for Proposal. CONFLICT OF INTEREST: The County shall not contract with, and shall reject any bid or proposal submitted by the persons or entities specified below, unless the Board of Supervisors finds that special circumstances exist which justify the approval of such contract: 1. Employees of the County or public agencies for which the Board of Supervisors is the governing body. 2. Profit-making firms or businesses in which employees described in Subsection (1) serve as officers, principals, partners or major shareholders. 3. Persons who, within the immediately preceding twelve (12) months, came within the provisions of Subsection (1), and who were employees in positions of substantial responsibility in the area of service to be performed by the contract, or participated in any way in developing the contract or its service specifications. 4. Profit-making firms or businesses in which the former employees described in Subsection (3)serve as officers, principals, partners or major shareholders. 5. No County employee, whose position in the County enables him to influence the selection of a contractor for this RFP, or any competing RFP, and no spouse or economic dependent of such employee, shall be employees in any capacity by a bidder, or have any other direct or indirect financial interest in the selection of a contractor. 6. In addition, no County employee will be employed by the selected vendor to fulfill the vendor's contractual obligations to the County. DISCLOSURE: The bidder is required to disclose if, within the three-year period preceding the proposal, their owners, officers, corporate managers and partners have been convicted of, or had a civil judgment rendered against them for: • fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (federal, state, or local)transaction or contract under a public transaction; • violation of a federal or state antitrust statute; • embezzlement, theft, forgery, bribery, falsification, or destruction of records; or • false statements or receipt of stolen property Within a three-year period preceding their proposal, they have had a public transaction (federal, state, or local)terminated for cause or default. ORDINANCE 3.08.130—POST-SEPARATION EMPLOYMENT PROHIBITED: No officer or employee of the County who separates from County service shall for a period of one year after separation enter into any employment, contract, or other compensation arrangement with any County consultant, vendor, or other County provider of goods, materials, or services, where the officer or employee participated in any part of the decision making process that led to the County relationship with the consultant, vendor or other County provider of goods, materials or services. Pursuant to Government Code section 25132(a), a violation of the ordinance may be enjoined by an injunction in a civil lawsuit, or prosecuted as a criminal misdemeanor. TIE BIDS: In the event of a tie score between two or more proposals at the completion of the evaluation process, the evaluation team will break the tie by re-evaluating the proposals and coming to a consensus on which proposal to award. Additional information or interviews may be requested from bidders with the tied proposals. DATA SECURITY: Individuals and/or agencies that enter into a contractual relationship with the County for the purpose of providing services must employ adequate controls and data security measures, both internally and externally to ensure and protect the confidential information and/or data provided to contractor by the County, preventing the potential loss, misappropriation or inadvertent access, viewing, use or disclosure of County data including sensitive or personal client information; abuse of County resources; and/or disruption to County operations. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 7 Individuals and/or agencies may not connect to or use County networks/systems via personally owned mobile, wireless or handheld devices unless authorized by County for telecommuting purposes and provide a secure connection; up to date virus protection and mobile devices must have the remote wipe feature enabled. Computers or computer peripherals including mobile storage devices may not be used (County or Contractor device)or brought in for use into the County's system(s)without prior authorization from County's Chief Information Officer and/or designee(s). No storage of County's private, confidential or sensitive data on any hard-disk drive, portable storage device or remote storage installation unless encrypted according to advance encryption standards (AES of 128 bit or higher). The County will immediately be notified of any violations, breaches or potential breaches of security related to County's confidential information, data and/or data processing equipment which stores or processes County data, internally or externally. County shall provide oversight to Contractor's response to all incidents arising from a possible breach of security related to County's confidential client information. Contractor will be responsible to issue any notification to affected individuals as required by law or as deemed necessary by County in its sole discretion. Contractor will be responsible for all costs incurred as a result of providing the required notification. AUDITS & RETENTION: The Contractor shall maintain in good and legible condition all books, documents, papers, data files and other records related to its performance under this contract. Such records shall be complete and available to Fresno County, the State of California, the federal government or their duly authorized representatives for the purpose of audit, examination, or copying during the term of the contract and for a period of at least three (3)years following the County's final payment under the contract or until conclusion of any pending matter(e.g., litigation or audit), whichever is later. Such records must be retained in the manner described above until all pending matters are closed. E-PAYMENT OPTIONS: The County of Fresno provides an E-pay Program which involves payment of invoices by a secure Visa account number assigned to the supplier after award of contract. Notification of payments and required invoice information are issued to the supplier's designated Accounts Receivable contact by e-mail remittance advice at time of payment. To learn more about the benefits of an E-pay Program, how it works, and obtain answers to frequently asked questions, click or copy and paste the following URL into your browser: www.bankofamerica.com/epayablesvendors or call Fresno County Accounts Payable, 559-600-3609. DISPUTE RESOLUTION: The ensuing contract shall be governed by the laws of the State of California. Any claim which cannot be amicably settled without court action will be litigated in the U. S. District Court for the Eastern District of California in Fresno, CA or in a state court for Fresno County. ASSIGNMENTS: The ensuing proposed contract will provide that the vendor may not assign any payment or portions of payments without prior written consent of the County of Fresno. ASSURANCES: Any contract awarded under this RFP must be carried out in full compliance with The Civil Rights Act of 1964, The Americans With Disabilities Act of 1990, their subsequent amendments, and any and all other laws protecting the rights of individuals and agencies. The County of Fresno has a zero tolerance for discrimination, implied or expressed, and wants to ensure that policy continues under this RFP. The contractor must also guarantee that services, or workmanship, provided will be performed in compliance with all applicable local, state, or federal laws and regulations pertinent to the types of services, or project, of the nature required under this RFP. In addition, the contractor may be required to provide evidence substantiating that their employees have the necessary skills and training to perform the required services or work. LICENSES AND CERTIFICATIONS: Any license(s) and/or certification(s) required in this RFP must be obtained by the bidder prior to submitting a proposal and must be active and in good standing. Proposals submitted without the proper license(s) and/or certification(s)will be deemed non-responsive. PUBLIC CONTRACT CODE SECTION 7028.15: Where the State of California requires a Contractor's license; it is a misdemeanor for any person to submit a bid unless specifically exempted. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 8 INSURANCE REQUIREMENTS Without limiting the County's right to obtain indemnification from contractor or any third parties, contractor, at its sole expense, shall maintain in full force and effect, the following insurance policies or a program of self- insurance, including but not limited to, an insurance pooling arrangement or Joint Powers Agreement(JPA) throughout the term of the Agreement: A. Commercial General Liabilitv: Commercial General Liability Insurance with limits of not less than One Million Dollars ($1,000,000) per occurrence and an annual aggregate of Two Million Dollars ($2,000,000). This policy shall be issued on a per occurrence basis. COUNTY may require specific coverages including completed operations, products liability, contractual liability, Explosion-Collapse-Underground, fire legal liability or any other liability insurance deemed necessary because of the nature of this contract. B. Automobile Liability: Comprehensive Automobile Liability Insurance with limits for bodily injury of not less than Two Hundred Fifty Thousand Dollars ($250,000.00) per person, Five Hundred Thousand Dollars ($500,000.00) per accident and for property damages of not less than Fifty Thousand Dollars ($50,000.00), or such coverage with a combined single limit of Five Hundred Thousand Dollars ($500,000.00). Coverage should include owned and non-owned vehicles used in connection with this Agreement. C. Professional Liability: If CONTRACTOR employs licensed professional staff, (e.g., Ph.D., R.N., L.C.S.W., M.F.C.C.) in providing services, Professional Liability Insurance with limits of not less than One Million Dollars ($1,000,000.00) per occurrence, Three Million Dollars ($3,000,000.00) annual aggregate. This coverage shall be issued on a per claim basis. Contractor agrees that it shall maintain, at its sole expense, in full force and effect for a period of three years following the termination of this Agreement, one or more policies of professional liability insurance with limits of coverage as specified herein. D. Worker's Compensation: A policy of Worker's Compensation insurance as may be required by the California Labor Code. Contractor shall obtain endorsements to the Commercial General Liability insurance naming the County of Fresno, its officers, agents, and employees, individually and collectively, as additional insured, but only insofar as the operations under this Agreement are concerned. Such coverage for additional insured shall apply as primary insurance and any other insurance, or self-insurance, maintained by County, its officers, agents and employees shall be excess only and not contributing with insurance provided under Contractor's policies herein. This insurance shall not be cancelled or changed without a minimum of thirty(30)days advance written notice given to County. Within thirty(30) days from the date Contractor executes this Agreement, Contractor shall provide certificates of insurance and endorsement as stated above for all of the foregoing policies, as required herein, to the County of Fresno, Human Resources, David Joseph, 2220 Tulare Street, 14' Floor, Fresno, CA 93721, stating that such insurance coverage have been obtained and are in full force; that the County of Fresno, its officers, agents and employees will not be responsible for any premiums on the policies; that such Commercial General Liability insurance names the County of Fresno, its officers, agents and employees, individually and collectively, as additional insured, but only insofar as the operations under this Agreement are concerned; that such coverage for additional insured shall apply as primary insurance and any other insurance, or self-insurance, maintained by County, its officers, agents and employees, shall be excess only and not contributing with insurance provided under Contractor's policies herein; and that this insurance shall not be cancelled or changed without a minimum of thirty(30)days advance, written notice given to County. In the event Contractor fails to keep in effect at all times insurance coverage as herein provided, the County may, in addition to other remedies it may have, suspend or terminate this Agreement upon the occurrence of such event. All policies shall be with admitted insurers licensed to do business in the State of California. Insurance purchased shall be purchased from companies possessing a current A.M. Best, Inc. rating of A FSC VII or better. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 9 BID INSTRUCTIONS • All prices and notations must be typed or written in ink. • Unless otherwise noted, prices shall remain firm for 180 days after the closing date of the bid. • Proposals must be electronically submitted on the forms provided in this RFP with all pages numbered. • Additional material may be submitted with the proposal as attachments. Any additional descriptive material that is used in support of any information in your proposal must be referenced by the appropriate paragraph(s) and page number(s). • Bidders must electronically submit their proposal in .pdf format, no later than the proposal closing date and time as stated on the front of this document, to the Bid Page on Public Purchase. The County will not be responsible for and will not accept late bids due to slow internet connection or incomplete transmissions. • County of Fresno will not be held liable for any costs incurred by vendors in responding to this RFP. • Bidders are instructed not to submit confidential, proprietary and related information within the request for proposal. If you are submitting trade secrets, it must be electronically submitted in a separate PDF file clearly named "TRADE SECRETS" and marked as Confidential, see Trade Secret Acknowledgement section. • If a bidder finds any discrepancies or has any questions, submit all inquiries to the Bid Page on Public Purchase or contact Nick Chin at (559)600-7110. Any change in the RFP will be made only by written addendum issued by the County. The County will not be responsible for any other explanations or interpretations. • Failure to respond to all questions or to not supply the requested information could result in rejection of your proposal. Merely offering to meet the specifications is insufficient and will not be accepted. Each bidder shall submit a complete proposal with all information requested. • Proposals received after the closing date and time will NOT be considered. • Proposals will be evaluated by an evaluation team led by County Purchasing and may consist of County of Fresno department staff, community representatives from advisory boards, and other members as appropriate. If a proposal does not respond adequately to the RFP or the bidder is deemed unsuitable or incapable of delivering services, the proposal may be eliminated from consideration. Upon review and evaluation, the evaluation team will make the final recommendation to the County department. • Appeals must be submitted in writing within seven (7)working days after notification of proposed recommendations for award. A"Notice of Award" is not an indication of County's acceptance of an offer made in response to this RFP. Appeals shall be submitted to County of Fresno Purchasing, 4525 E. Hamilton Avenue 2nd Floor, Fresno, California 93702-4599 and in Word format to gcornuelle(@co.fresno.ca.us. Appeals should address only areas regarding RFP contradictions, procurement errors, proposal rating discrepancies, legality of procurement context, conflict of interest, and inappropriate or unfair competitive procurement grievance regarding the RFP process. Purchasing will provide a written response to the complainant within seven (7)working days unless the complainant is notified more time is required. If the appealing bidder is not satisfied with the decision of Purchasing, he/she shall have the right to appeal to the County Administrative Office within seven (7) working days after Purchasing's notification; if the appealing bidder is not satisfied with CAO's decision, the final appeal is with the Board of Supervisors. Please contact Purchasing if the appeal will be going to the Board of Supervisors. • All communication regarding this RFP shall be directed to an authorized representative of County Purchasing. The specific Analyst managing this RFP is identified on the cover page, along with his or her G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 10 contact information, and he or she should be the primary point of contact for discussions or information pertaining to the RFP. Contact with any other County representative, including elected officials, for the purpose of discussing this RFP, its content, or any other issue concerning it, is prohibited unless authorized by Purchasing. Violation of this clause, by the vendor having unauthorized contact (verbally or in writing)with such other County representatives, may constitute grounds for rejection by Purchasing of the vendor's quotation. The above stated restriction on vendor contact with County representatives shall apply until the County has awarded a purchase order or contract to a vendor or vendors, except as follows. First, in the event that a vendor initiates a formal appeal against the RFP, such vendor may contact the Purchasing Manager who manages that appeal as outlined in the County's established appeal procedures. All such contact must be in accordance with the sequence set forth under the appeal procedures. Second, in the event a public hearing is scheduled before the Board of Supervisors to hear testimony prior to its approval of a purchase order or contract, any vendor may address the Board at scheduled Board Meeting. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 11 SCOPE OF WORK The Scope of Work below is intended to inform bidders of the County's Employee Assistance Program (EAP) needs. If there are any services that a bidder is not able to provide, this should be noted and explained fully. Bidders must complete the Scope of Work Proposal Requirements section contained in this RFP. Your proposal must specifically describe any and all differences between your program and the current EAP. Bidders are welcome to provide a detailed proposal for services that are not addressed in the Scope of Work or Scope of Work Proposal Requirements. The EAP shall provide exclusive quality, confidential assistance for personal and family issues that may have an impact on job performance to eligible employees and their families thereby promoting employee health and wellbeing. The County is requesting a three(3)year contract,with two(2)optional 1-year renewals. Employee assistance shall be for approximately 7,000 employees and their family members and shall consist of the following: Program Requirements 1. Confidential Assessment and Counseling Services a. During each calendar year vendor shall provide up to six(6)face to face counseling sessions per person per problem for the County's employees and their family members, as well as unlimited telephonic consulting for the County's employees and their family members. The County prefers that there are no restrictions on the utilization of face to face counseling sessions. b. Licensed, professional EAP counselors, experienced in providing EAP services, shall deliver confidential, in-person short-term, solution focused assessment and counseling sessions for employees and their families members who are experiencing life problems of any kind. C. The EAP will provide counseling for problems related, but not limited to: stress, family, work, grief, smoking cessation, alcohol & drug abuse, marriage & divorce, depression, parent-child relationships, child/spouse abuse, aging, eldercare, eating disorders, financial and credit problems, gambling, conflict resolution, serious illness/death of a family member, and mental health issues. d. Substance abuse case management and support for return-to-work transition. e. Direct supervisory referrals for work performance problems. f. Conduct critical incident stress debriefings for traumatic events,including death of an employee, workplace accidents, natural disasters and violence in the workplace within 24 hours of urgent requests or within seven days for non-urgent requests.Vendor will provide a minimum of four(4) hours per incident for each debriefing. g. The vendor shall maintain a toll-free telephone number accessible on a 24-hour, 7 days per week basis, where Professional EAP counselors shall provide live, immediate crisis telephone counseling. These services should be provided in multiple languages, including English, Spanish, and Hmong. 2. Referrals a. Provide referrals to licensed and accredited mental health providers and programs for any employee whose issue, in the judgement of the EAP vendor, is a type or level of severity to require a professional diagnostic evaluation and/or consideration of medical intervention of an emergency or nonemergency basis. b. Upon request, vendor shall provide or make a referral to a bilingual counselor according to the language needs of the employee or family member. Languages needed include, English, Spanish, Hmong, and Laotian. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 12 C. Provide resources and referral services to employees and their dependents on child care,elder care, parenting issues, before and after school care, and pet care. d. Vendor shall provide legal and financial services and referrals including, but not limited to: budgeting, tax planning, retirement planning, debt consolidation,financial planning,family law, consumer issues, traffic violations, personal injury, and wills and estates. 3. Training a. Provide health management programs,webinars or requested materials to employees and their families. b. Provide customized training on a variety of subjects including, but not limited to, financial, emotional and wellness topics. C. Provide on-site or web-based training to supervisors and managers on employment related issues. d. Provide on-site forums for employees on topics of general interest. e. Attendance minimums must be no higher than the following: i. In-person trainings: 15 attendees ii. Webinars: 10 attendees 4. Administration/Transition a. Consult with the County of Fresno regarding the implementation and administration of EAP services. The vendor shall provide, at the vendor's expense, promotional materials such as electronic and printed informational cards, brochures, flyers, wallet cards, and promotional/educational materials. b. Provide access to Human Resources staff for inquiries and problem resolution via toll free number and e-mail. The toll free phone number will be available, at minimum,from 8:00 am to 5:00 pm Pacific Standard Time. C. Provide monthly utilization reports with executive overview;annual cost analysis availability upon request, and full color graphs and charts that display key metrics and demographic data. d. Provide a transition plan for services that are in progress at the time of change-over from the existing employee assistance provider to the new service provider. 5. Program Promotion a. Provide printed, color marketing materials as well as online access to all marketing materials for electronic distribution, and access to the EAP website including co-branding with the County of Fresno logo. b. Conduct on-site orientation sessions to introduce the benefits of the programs to new employees. Alternatively, produce a recorded presentation for the County to use;the recorded presentation should be no more than 15 minutes. C. The vendor shall send, at minimum, one (1) representative to the County's annual Open Enrollment fairs to assist with explanation of services and provide promotional materials. Typically, the County has one (1) major health and wellness fair and several satellite fairs over the course of a two-week period during the Open Enrollment period—please review Exhibit C for the 2016 Open Enrollment Fair Schedule. Therefore, the Cost Proposal shall account for attendance at all Open Enrollment fairs. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 13 SCOPE OF WORK PROPOSAL REQUIREMENTS Pursuant to instructions included in this RFP, Proposal Content Requirements, a bidder's proposal shall include a response to the following: Vendor information and Administration 1. Provide a brief history of your EAP organization, including the following: a. Inception and years of experience in providing EAP services. b. History of any EAP mergers and acquisitions. c. Connections, if any, with a parent organization. Other services/products provided by your organization, including your parent organization.What percentage of the organization's revenue comes from EAP and what percentage comes from other activities? 2. Provide the resumes for your trainers and counsellors, including, but not limited to,years of experience, licenses, and certifications. 3. In the table below, indicate the number of Public and Private EAP plans your company has in force as of January 1, 2017, by the number of eligible employees. What is the average tenure among your current clients? Less than 1,000 1,000—5,000 5,001 — 10,000 10,000 + Public Private 4. How do you measure the value that your EAP adds to the client company? What value can your organization specifically add to the County? 5. How often do you measure participant satisfaction with your program? Are you willing to conduct an annual employee satisfaction survey to County of Fresno employees? 6. Will you generate detailed quarterly utilization statements as described in the Scope of Work? What treatment outcome metrics do you track?What benchmark metrics are appropriate for the County with respect to the following statistics? a. Overall EAP utilization rate. b. The percentage of employees using the program. c. The number of follow up contacts. 7. Provide a detailed transition plan for taking over the services with a timeline including estimates for completion of all steps and who is responsible for each step, as well as samples of any communication material that will be utilized. 8. Please describe all performance guarantees you will be providing to the County, such as successful program implementation,meeting minimum participant satisfaction standards,and minimum participation standards. What fees do you put at risk for failing to meet these standards? 9. Please confirm that you have reviewed the Model County Contract(Exhibit B)and are able to comply with the terms and conditions, including:4.Termination,7. Health Insurance Portability and Accountability Act, 10. Hold Harmless, 11. Insurance, and 14. Governing Law. Please note any exceptions and provide a detailed remedy. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 14 Participant Services and Communication 10. Describe your process and procedures when you receive the initial call from a member seeking routine, urgent or crisis counseling. How long must a member wait to speak with a counselor in these situations? 11. Describe your assessment process. What are your criteria to determine whether you will work with a member in-house,or refer the member to an outside provider?Who makes this determination and what is this person's training? 12. Describe your follow-up process for new referrals, ongoing cases, and closed cases. How do you evaluate the effectiveness of the agency to which you are referring members? 13. Explain how you coordinate with medical carriers on mental health benefits. 14. What is the process for helping managers deal with unacceptable job performance? 15. Do telephone sessions count towards session limits? 16. What are the credentialing and experience requirements for the phone staff? 17. What are the license requirements of the providers? How often are providers re-credentialed?What is the turn-over rate for the network? 18. How many providers are in your network in Fresno County? In California? Do you have any plans to recruit additional providers in the County of Fresno? 19. Do you provide onsite instructor-led trainings and/or webinars with certified trainers?Please describe the content available for such trainings and webinars. Is there a minimum attendance requirement per training/webinar?Do you charge cancellation fees for trainings/webinars?If so,please provide a detailed description in your Cost Proposal. 20. What on-line resources are available to employees? Please provide a sample web page and dummy account(if a log-in password is required)for the County to review. 21. Please confirm that you are able to provide at least one (1) representative to the annual health and wellness fair as well as all other satellite fairs to assist with plan enrollment as stated in Scope of Work. 22. Please describe your strategy for increasing the usage of the EAP and educating employees on the benefits of the program. Please provide sample communications materials and describe any additional cost associated with these materials in your Cost Proposal. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 15 COST PROPOSAL A. Please state your monthly fee to provide services described in the Scope of Work to approximately 7,000 employees based on a three (3) year agreement with two (2) one-year renewals based on the pricing scenarios below. Please note that any costs associated with sending at least one(1)representative to all of the County's Open Enrollment fairs (see Exhibit C for an example of the number/locations visited in 2016) should be included in your monthly fee in all scenarios below. 1. Monthly flat fee 2. Monthly flat fee plus a per-incident fee 3. Monthly per-employee fee Please note that the County's current annual cost for services is approximately$84,000. The County expects potential bidders to provide proposals that meet or exceed current service levels while reducing annual costs. B. Will your company guarantee pricing during the length of the contract term, including renewals?If not,will you provide an increase cap on the 4th and 5th year of the contract? C. Does your per-incident or per-employee rates decrease based on program usage or enrollment milestones? If so, please indicate. D. If applicable, please detail any fees your firm will put at risk for failing to meet stated goals. Such goals may include, but are not limited to,successful program implementation, participant satisfaction goals,and annual utilization. E. Please provide hourly rates for critical incident stress debriefings that exceed the maximum per-incident time allowance. F. If applicable, please detail any cancellation fees you charge, as well as the cancellation policies,for services including, but not limited to, webinars and critical incident stress debriefings. G. If applicable, please detail any additional cost associated with the provision of educational and promotional materials. H. Please detail any and all other possible charges/expenses/fees applicable to the administration of the programs. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 16 AWARD CRITERIA All proposals will be evaluated using the same criteria. While cost is important, other factors are also significant, and the County may not select the lowest cost proposal. The objective is to choose the proposal that offers the highest quality services and will best achieve the County's goals and objectives within a reasonable budget. Evaluations will be based on the criteria listed below: COST • Cost, as submitted in the Cost Proposal section. Please note that the County intends to award the contract to the proposing firm whose proposal is determined to be most advantageous to the County, taking into account both technical merit and price. CAPABILITY AND QUALIFICATIONS • The demonstrated ability, including staff, experience and resources, to provide the services requested in the Scope of Work for organizations similar in size to the County of Fresno. • The degree to which the proposed services satisfy the County's needs. • Quality, thoroughness, and clarity of proposal and the absence of exceptions to provisions in the RFP, including, but not limited to the inability to accept the terms and conditions of the model County of Fresno contract or the inability to perform services as stated in the Scope of Work. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 17 PROPOSAL CONTENT REQUIREMENTS It is required that the vendor submit his/her proposal in accordance with the format and instructions provided under this section. I. RFP PAGE 1 AND ADDENDUM(S) PAGE 1 (IF APPLICABLE) completed and signed by participating individual or agency. II. COVER LETTER: A one-page cover letter and introduction including the company name and address of the bidder and the name, address and telephone number of the person or persons to be used for contact and who will be authorized to make representations for the bidder. A. Whether the bidder is an individual, partnership or corporation shall also be stated. It will be signed by the individual, partner, or an officer or agent of the corporation authorized to bind the corporation, depending upon the legal nature of the bidder. A corporation submitting a proposal may be required before the contract is finally awarded to furnish a certificate as to its corporate existence, and satisfactory evidence as to the officer or officers authorized to execute the contract on behalf of the corporation. III. TABLE OF CONTENTS IV. CONFLICT OF INTEREST STATEMENT: The Contractor may become involved in situations where conflict of interest could occur due to individual or organizational activities that occur within the County. The Contractor must provide a statement addressing the potential, if any, for conflict of interest and indicate plans, if applicable, to address potential conflict of interest. This section will be reviewed by County Counsel for compliance with conflict of interest as part of the review process. The Contractor shall comply with all federal, state and local conflict of interest laws, statutes and regulations. V. TRADE SECRET: A. Sign where required. VI. CERTIFICATION —DISCLOSURE—CRIMINAL HISTORY&CIVIL ACTIONS VI I. REFERENCES VIII. PARTICIPATION IX. EXCEPTIONS: This portion of the proposal will note any exceptions to the requirements and conditions taken by the bidder. If exceptions are not noted, the County will assume that the bidder's proposals meet those requirements. The exceptions shall be noted as follows: A. Exceptions to General Conditions. B. Exceptions to General Requirements. C. Exceptions to Specific Terms and Conditions. D. Exceptions to Scope of Work and/or Scope of Work Proposal Requirements. E. Exceptions to Proposal Content Requirements. F. Exceptions to any other part of this RFP. X. VENDOR COMPANY DATA: This section should include: A. A narrative which demonstrates the vendor's basic familiarity or experience with problems associated with this service/project. B. Descriptions of any similar or related contracts under which the bidder has provided services. C. Descriptions of the qualifications of the individual(s) providing the services. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 18 D. Any material (including letters of support or endorsement) indicative of the bidder's capability. E. A brief description of the bidder's current operations, and ability to provide the services. F. Copies of the audited Financial Statements for the last three (3)years for the agency or program that will be providing the service(s) proposed. If audited statements are not available, compiled or reviewed statements will be accepted with copies of three years of corresponding federal tax returns. This information is to be provided after the RFP closes, if requested. Do not provide with your proposal. G. Describe all contracts that have been terminated before completion within the last five (5)years: 1. Agency contract with 2. Date of original contract 3. Reason for termination 4. Contact person and telephone number for agency H. Describe all lawsuit(s)or legal action(s)that are currently pending; and any lawsuit(s)or legal action(s)that have been resolved within the last five (5)years: 1. Location filed, name of court and docket number 2. Nature of the lawsuit or legal action I. Describe any payment problems that you have had with the County within the past three (3) years: 1. Funding source 2. Date(s) and amount(s) 3. Resolution 4. Impact to financial viability of organization. XI. SCOPE OF WORK: A. Bidders are to use this section to describe the essence of their proposal. B. This section should be formatted as follows: 1. A general discussion of your understanding of the project, the Scope of Work proposed and a summary of the features of your proposal. 2. A detailed description of your proposal as it relates to each item listed under the "Scope of Work Proposal Requirements" section of this RFP. Bidder's response should be stated in the same order as are the "Scope of Work Proposal Requirements" items. Each description should begin with a restatement of the "Scope of Work Proposal Requirements" item that it is addressing. Bidders must explain their approach and method of satisfying each of the listed items. C. When reports or other documentation are to be a part of the proposal a sample of each must be submitted. Reports should be referenced in this section and submitted in a separate section entitled "REPORTS." D. A complete description of any alternative solutions or approaches to accomplishing the desired results. XII. COST PROPOSAL: Quotations may be prepared in any manner to best demonstrate the worthiness of your proposal. Include details and rates/fees for all services, materials, equipment, etc. to be provided or optional under the proposal. XIII. CHECK LIST G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 19 TRADE SECRET ACKNOWLEDGEMENT All proposals received by the County shall be considered "Public Record" as defined by Section 6252 of the California Government Code. This definition reads as follows: "...Public records" includes any writing containing information relating to the conduct of the public's business prepared, owned, used or retained by any state or local agency regardless of physical form or characteristics"Public records"in the custody of,or maintained by,the Governor's office means any writing prepared on or after January 6, 1975." Each proposal submitted is Public record and is therefore subject to inspection by the public per Section 6253 of the California Government Code. This section states that"every person has a right to inspect any public record". The County will not exclude any proposal or portion of a proposal from treatment as a public record except in the instance that it is submitted as a trade secret as defined by the California Government Code. Information submitted as proprietary, confidential or under any other such terms that might suggest restricted public access will not be excluded from treatment as public record. "Trade secrets"as defined by Section 6254.7 of the California Government Code are deemed not to be public record. This section defines trade secrets as: "...Trade secrets,"as used in this section, may include, but are not limited to, any formula, plan, pattern, process, tool, mechanism, compound, procedure, production data or compilation of information that is not patented, which is known only to certain individuals within a commercial concern who are using it to fabricate, produce, or compound an article of trade or a service having commercial value and which gives its user an opportunity to obtain a business advantage over competitors who do not know or use it." Information identified by bidder as "trade secret"will be reviewed by County of Fresno's legal counsel to determine conformance or non-conformance to this definition. Such material should be electronically submitted in separate PDF file named "Trade Secret" and marked as Confidential. Examples of material not considered to be trade secrets are pricing, cover letter, promotional materials, etc. INFORMATION THAT IS PROPERLY IDENTIFIED AS TRADE SECRET AND CONFORMS TO THE ABOVE DEFINITION WILL NOT BECOME PUBLIC RECORD. COUNTY WILL SAFEGUARD THIS INFORMATION IN AN APPROPRIATE MANNER. Information identified by bidder as trade secret and determined not to be in conformance with the California Government Code definition shall be excluded from the proposal. Such information will be returned to the bidder at bidder's expense upon written request. Trade secrets must be electronically submitted in a separate PDF file that is plainly named "Trade Secrets" and marked as Confidential. The County shall not in any way be liable or responsible for the disclosure of any proposals or portions thereof, if they are not(1) electronically submitted in a separate PDF that is named "Trade Secret" and marked as Confidential; and (2) if disclosure is required or allowed under the provision of law or by order of Court. Vendors are advised that the County does not wish to receive trade secrets and that vendors are not to supply trade secrets unless they are absolutely necessary. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 20 TRADE SECRET ACKNOWLEDGEMENT have read and understand the above "Trade Secret Acknowledgement." understand that the County of Fresno has no responsibility for protecting information electronically submitted as a trade secret if it is not delivered in a separate PDF file named "Trade Secret" and marked as Confidential. I also understand that all information my company submits, except for that information electronically submitted in a separate PDF file named "Trade Secret' and marked as Confidential, are public records subject to inspection by the public. This is true no matter whether my company identified the information as proprietary, confidential or under any other such terms that might suggest restricted public access. Enter company name on appropriate line: Has submitted information identified as Trade Secrets in (Company Name) a separate marked binder.** Has not submitted information identified as Trade (Company Name) Secrets. Information submitted as proprietary confidential or under any other such terms that might suggest restricted public access will not be excluded from treatment as public record. ACKNOWLEDGED BY: Signature Telephone Print Name and Title Date Address City State Zip **Bidders brief statement that clearly sets out the reasons for confidentiality in conforming with the California Government Code definition. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 21 DISCLOSURE - CRIMINAL HISTORY & CIVIL ACTIONS In their proposal, the bidder is required to disclose if any of the following conditions apply to them, their owners, officers, corporate managers and partners (hereinafter collectively referred to as"Bidder"): 1. Within the three-year period preceding the proposal, they have been convicted of, or had a civil judgment rendered against them for: a. fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (federal, state, or local)transaction or contract under a public transaction; b. violation of a federal or state antitrust statute; c. embezzlement, theft, forgery, bribery, falsification, or destruction of records; or d. false statements or receipt of stolen property 2. Within a three-year period preceding their proposal, they have had a public transaction (federal, state, or local)terminated for cause or default. Disclosure of the above information will not automatically eliminate a Bidder from consideration. The information will be considered as part of the determination of whether to award the contract and any additional information or explanation that a Bidder elects to submit with the disclosed information will be considered. If it is later determined that the Bidder failed to disclose required information, any contract awarded to such Bidder may be immediately voided and terminated for material failure to comply with the terms and conditions of the award. Any Bidder who is awarded a contract must sign an appropriate Certification Regarding Debarment, Suspension, and Other Responsibility Matters. Additionally, the Bidder awarded the contract must immediately advise the County in writing if, during the term of the agreement: (1) Bidder becomes suspended, debarred, excluded or ineligible for participation in federal or state funded programs or from receiving federal funds as listed in the excluded parties list system (http://www.epls.gov); or(2)any of the above listed conditions become applicable to Bidder. The Bidder will indemnify, defend and hold the County harmless for any loss or damage resulting from a conviction, debarment, exclusion, ineligibility or other matter listed in the signed Certification Regarding Debarment, Suspension, and Other Responsibility Matters. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 22 CERTIFICATION REGARDING DEBARMENT, SUSPENSION, AND OTHER RESPONSIBILITY MATTERS - PRIMARY COVERED TRANSACTIONS INSTRUCTIONS FOR CERTIFICATION 1. By signing and submitting this proposal, the prospective primary participant is providing the certification set out below. 2. The inability of a person to provide the certification required below will not necessarily result in denial of participation in this covered transaction. The prospective participant shall submit an explanation of why it cannot provide the certification set out below. The certification or explanation will be considered in connection with the department or agency's determination whether to enter into this transaction. However, failure of the prospective primary participant to furnish a certification or an explanation shall disqualify such person from participation in this transaction. 3. The certification in this clause is a material representation of fact upon which reliance was placed when the department or agency determined to enter into this transaction. If it is later determined that the prospective primary participant knowingly rendered an erroneous certification, in addition to other remedies available to the Federal Government, the department or agency may terminate this transaction for cause or default. 4. The prospective primary participant shall provide immediate written notice to the department or agency to which this proposal is submitted if at any time the prospective primary participant learns that its certification was erroneous when submitted or has become erroneous by reason of changed circumstances. 5. The terms covered transaction, debarred, suspended, ineligible, participant, person, primary covered transaction, principal, proposal, and voluntarily excluded, as used in this clause, have the meanings set out in the Definitions and Coverage sections of the rules implementing Executive Order 12549. You may contact the department or agency to which this proposal is being submitted for assistance in obtaining a copy of those regulations. 6. Nothing contained in the foregoing shall be construed to require establishment of a system of records in order to render in good faith the certification required by this clause. The knowledge and information of a participant is not required to exceed that which is normally possessed by a prudent person in the ordinary course of business dealings. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 23 CERTIFICATION (1)The prospective primary participant certifies to the best of its knowledge and belief, that it, its owners, officers, corporate managers and partners: (a) Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded by any Federal department or agency; (b) Have not within a three-year period preceding this proposal been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, State or local)transaction or contract under a public transaction; violation of Federal or State antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, or receiving stolen property; (c) Have not within a three-year period preceding this application/proposal had one or more public transactions (Federal, State or local)terminated for cause or default. (2)Where the prospective primary participant is unable to certify to any of the statements in this certification, such prospective participant shall attach an explanation to this proposal. Signature: Date: (Printed Name&Title) (Name of Agency or Company) G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 24 REFERENCE LIST VENDOR MUST COMPLETE AND RETURN WITH REQUEST FOR PROPOSAL Firm: Provide a list of at least five (5) customers for whom you have recently provided similar services. Be sure to include all requested information. Reference Name: Contact: Address: City: State: Zip: Phone No.: ( ) Project Date: Service Provided: Reference Name: Contact Address: City: State: Zip: Phone No.: ( ) Project Date: Service Provided: Reference Name: Contact Address: City: State: Zip: Phone No.: ( ) Project Date: Service Provided: Reference Name: Contact Address: City: State: Zip: Phone No.: ( ) Project Date: Service Provided: ------------- Reference Name: Contact Address: City: State: Zip: Phone No.: ( ) Project Date: Service Provided: Failure to provide a list of at least five (5) customers may be cause for rejection of this RFP. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 25 PARTICIPATION The County of Fresno is a member of the Central Valley Purchasing Group. This group consists of Fresno, Kern, Kings, and Tulare Counties and all governmental, tax supported agencies within these counties. Whenever possible, these and other tax supported agencies co-op (piggyback) on contracts put in place by one of the other agencies. Any agency choosing to avail itself of this opportunity, will make purchases in their own name, make payment directly to the contractor, be liable to the contractor and vice versa, per the terms of the original contract, all the while holding the County of Fresno harmless. If awarded this contract, please indicate whether you would extend the same terms and conditions to all tax supported agencies within this group as you are proposing to extend to Fresno County. * Note: This form/information is not rated or ranked for evaluation purposes. Yes, we will extend contract terms and conditions to all qualified agencies within the Central Valley Purchasing Group and other tax supported agencies. No, we will not extend contract terms to any agency other than the County of Fresno. (Authorized Signature) Title G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 26 CHECK LIST This Checklist is provided to assist vendors in the preparation of their RFP response. Included are important requirements the bidder is responsible to submit with the RFP package in order to make the RFP compliant. Check off each of the following (if applicable): 1. Signed cover page of Request for Proposal (RFP). 2. Check https://www2.co.fresno.ca.us/0440/Bids/BidsHome.aspx for any addenda. 3. Signed cover page of each Addendum. 4. Provide a Conflict of Interest Statement. Signed Trade Secret Form as provided with this RFP (Trade Secret Information, if provided, 5. must be electronically submitted in a separate PDF file and marked as Confidential). 6. Signed Criminal History Disclosure Form as provided with this RFP. 7. Signed Participation Form as provided with this RFP. 8. The completed Reference List as provided with this RFP. Indicate all of bidder exceptions to the County's requirements, conditions and specifications 9. as stated within this RFP. Bidder's proposal, in PDF format, electronically submitted to the Bid Page on Public 10. Purchase. Return Checklist with your RFP response G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 27 EXHIBITS A. Current Plan Designs B. Sample Contract C. 2016 Open Enrollment Fair Schedule G:\Public\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc EXHIBIT A AGT. # 12-638 1 EMPLOYEE ASSISTANCE PROGRAM AGREEMENT 2 3 THIS AGREEMENT is made and entered into this 111" day of December, 2012, by 4 and between the COUNTY OF FRESNO, a Political Subdivision of the State of California, 5 hereinafter referred to as "COUNTY", and ACI Specialty Benefits, a California Corporation whose 6 address is 6480 Weathers Place, Suite 300, San Diego, CA 92121, hereinafter referred to as 7 "CONTRACTOR". 8 In consideration of their mutual covenants and conditions, the parties hereto agree 9 as follows: 10 1. OBLIGATIONS OF THE CONTRACTOR: CONTRACTOR shall, under this 11 Agreement, provide COUNTY Employee Assistance Program (EAP) services as described in 12 CONTRACTOR's proposal for EAP services, attached hereto as Exhibit A and incorporated 13 herein by reference, including but not limited to: 14 A. Face-to-face sessions for assessment, diagnosis, short-term problem 15 resolution and referral; 16 B. Legal assistance for unlimited number of issues per year. Includes 60- 17 minute in-office or telephonic consultation session with local attorney, and 25% discount for 18 continued consultation; 19 C. Telephonic financial assistance for unlimited number of issues per year. 20 Includes 30-day financial coaching benefit, and 90-day financial wellness action plan takeaway; 21 D. Unlimited child care, elder care, and pet care referrals; 22 E. Unlimited referrals and resources for personal services including home 23 repairs, moving and relocation, car repairs, and community based resources; 24 F. Unlimited referrals and resources for education including career 25 counseling, financial aid, scholarships, grants and loans; 26 G. Identity Theft prevention/recovery, including 60-minute consultation; 27 H. AffnityTM Online work/life website services; 28 I. 24-hour toll-free access to a dedicated line; -1- 1 J. Mobile smartphone access through myACI App; 2 K. Nationwide network of over 40,000 fully credentialed and licensed 3 providers; 4 L. Unlimited onsite employee orientations, providing there are a minimum of 5 50 employees attending; 6 M. Unlimited onsite management trainings, providing there are a minimum of 7 20 employees attending; 8 N. Unlimited virtual and onsite Live `N Learn Seminars, providing there are a 9 minimum of 20 employees attending; 10 O. Critical Incident Stress Management, limited to two hours onsite, per 11 occurrence, providing immediate and comprehensive crisis support services; 12 P. Unlimited HR consultation and support for workplace challenges; 13 Q. Unlimited supervisory referrals and clinical consultation services to help 14 managers address employee behavior concerns; 15 R. 100% Follow-up for all requests, referrals and services utilized; 16 S. Comprehensive promotional campaign, including unlimited virtual 17 marketing materials; 18 T. Online virtual folder and dedicated landing page providing employees with 19 2417 access to benefits information and services, and management with all pertinent benefit- 20 related information and resources instantly, including essential forms and materials for 21 orientations, trainings, supervisory referrals and other HR support services; 22 U. Monthly HealthYMailTm e-newsletter covering health related subjects; 23 V. Quarterly utilization reports with executive overview. 24 2. OBLIGATIONS OF THE COUNTY 25 A. COUNTY shall provide internal communication channels such as COUNTY 26 website, COUNTY intranet site, COUNTY e-mail, open enrollment fairs and other forums for 27 CONTRACTOR's use in providing services pursuant to this Agreement. All CONTRACTOR 28 communications must receive prior approval from the County Department of Personnel Services- -2- 1 Employee Benefits. 2 B. COUNTY shall designate staff to coordinate activities with CONTRACTOR 3 in planning orientations and training sessions, and to monitor and evaluate the effectiveness of, 4 and satisfaction with, services provided pursuant to this Agreement. 5 3. TERM 6 A. This Agreement shall become effective on the 1st day of January, 2013 7 and shall terminate on the 31St day of December, 2015. 8 B. This Agreement shall automatically be extended for a period of not more 9 than two (2) additional one (1) year terms beyond termination date unless either the COUNTY or 10 the CONTRACTOR gives at least thirty (30) days advance written notice prior to the expiration of 11 the term. All terms and conditions herein set forth remain the same with the exception that the 12 CONTRACTOR may increase the rates no more than five (5) percent above the rate of one dollar 13 and twenty-nine cents ($1.29) per eligible permanent COUNTY employee per month in year four 14 (4) and an additional five (5) percent in year five (5). 15 4. TERMINATION 16 A. Non-Allocation of Funds - The terms of this Agreement, and the services to 17 be provided thereunder, are contingent on the approval of funds by the appropriating government 18 agency. Should sufficient funds not be allocated, the services provided may be modified, or this 19 Agreement terminated, at any time by giving the CONTRACTOR thirty (30) days advance written 20 notice. 21 B. Breach of Contract - The COUNTY may immediately suspend or terminate 22 this Agreement in whole or in part, where in the determination of the COUNTY there is: 23 1) An illegal or improper use of funds; 24 2) A failure to comply with any term of this Agreement; 25 3) A substantially incorrect or incomplete report submitted to the 26 COUNTY; 27 4) Improperly performed service. 28 In no event shall any payment by the COUNTY constitute a waiver by the COUNTY -3- 4 1 of any breach of this Agreement or any default which may then exist on the part of the 2 CONTRACTOR. Neither shall such payment impair or prejudice any remedy available to the 3 COUNTY with respect to the breach or default. The COUNTY shall have the right to demand of 4 the CONTRACTOR the repayment to the COUNTY of any funds disbursed to the CONTRACTOR 5 under this Agreement, which in the judgment of the COUNTY were not expended in accordance 6 with the terms of this Agreement. The CONTRACTOR shall promptly refund any such funds upon 7 demand. 8 C. Without Cause - Under circumstances other than those set forth above, 9 this Agreement may be terminated by COUNTY upon the giving of thirty (30) days advance written 10 notice of an intention to terminate to CONTRACTOR. 11 5. COMPENSATION/INVOICING: COUNTY agrees to pay CONTRACTOR and 12 CONTRACTOR agrees to receive compensation as follows: COUNTY shall pay CONTRACTOR 13 a fee of one dollar and twenty-nine cents ($1.29) per eligible permanent COUNTY employee per 14 month. COUNTY shall provide a count of eligible permanent employees each month to 15 CONTRACTOR which shall form the basis for the total monthly compensation. CONTRACTOR 16 shall submit monthly invoices to the County of Fresno Personnel Services— Employee Benefits, 17 2220 Tulare Street, 141h Floor, Fresno, CA 93721. Invoice terms shall be Net 45 days. 18 It is understood that all expenses incidental to CONTRACTOR'S performance 19 of services under this Agreement shall be borne by CONTRACTOR. 20 6. INDEPENDENT CONTRACTOR: In performance of the work, duties and 21 obligations assumed by CONTRACTOR under this Agreement, it is mutually understood and 22 agreed that CONTRACTOR, including any and all of the CONTRACTOR'S officers, agents, and 23 employees will at all times be acting and performing as an independent contractor, and shall act in 24 an independent capacity and not as an officer, agent, servant, employee, joint venturer, partner, or 25 associate of the COUNTY. Furthermore, COUNTY shall have no right to control or supervise or 26 direct the manner or method by which CONTRACTOR shall perform its work and function. 27 However, COUNTY shall retain the right to administer this Agreement so as to verify that 28 CONTRACTOR is performing its obligations in accordance with the terms and conditions thereof. -4- 1 CONTRACTOR and COUNTY shall comply with all applicable provisions of 2 law and the rules and regulations, if any, of governmental authorities having jurisdiction over 3 matters the subject thereof, 4 Because of its status as an independent contractor, CONTRACTOR shall have 5 absolutely no right to employment rights and benefits available to COUNTY employees. 6 CONTRACTOR shall be solely liable and responsible for providing to, or on behalf of, its 7 employees all legally-required employee benefits. In addition, CONTRACTOR shall be solely 8 responsible and save COUNTY harmless from all matters relating to payment of 9 CONTRACTOR'S employees, including compliance with Social Security withholding and all other 10 regulations governing such matters. It is acknowledged that during the term of this Agreement, 11 CONTRACTOR may be providing services to others unrelated to the COUNTY or to this 12 Agreement. 13 7. MODIFICATION: Any matters of this Agreement maybe modified from time 14 to time by the written consent of all the parties without, in any way, affecting the remainder. 15 8. NON-ASSIGNMENT: Neither party shall assign, transfer or sub-contract this 16 Agreement nor their rights or duties under this Agreement without the prior written consent of the 17 other party. 18 9. HOLD HARMLESS: CONTRACTOR agrees to indemnify, save, hold 19 harmless, and at COUNTY'S request, defend the COUNTY, its officers, agents, and employees 20 from any and all costs and expenses, damages, liabilities, claims, and losses occurring or 21 resulting to COUNTY in connection with the performance, or failure to perform, by 22 CONTRACTOR, its officers, agents, or employees under this Agreement, and from any and all 23 costs and expenses, damages, liabilities, claims, and losses occurring or resulting to any person, 24 firm, or corporation who may be injured or damaged by the performance, or failure to perform, 25 of CONTRACTOR, its officers, agents, or employees under this Agreement. 26 10. INSURANCE 27 Without limiting the COUNTY's right to obtain indemnification from 28 CONTRACTOR or any third parties, CONTRACTOR, at its sole expense, shall maintain in full -5- 1 force and effect, the following insurance policies or a program of self-insurance, including but not 2 limited to, an insurance pooling arrangement or Joint Powers Agreement (JPA) throughout the 3 term of the Agreement: 4 A. Commercial General Liabilitv 5 Commercial General Liability Insurance with limits of not less than One 6 Million Dollars ($1,000,000) per occurrence and an annual aggregate of Two Million Dollars 7 ($2,000,000). This policy shall be issued on a per occurrence basis. COUNTY may require 8 specific coverages including completed operations, products liability, contractual liability, 9 Explosion-Collapse-Underground, fire legal liability or any other liability insurance deemed 10 necessary because of the nature of this contract. 11 B. Automobile Liabilitv 12 Comprehensive Automobile Liability Insurance with limits for bodily injury of 13 not less than Two Hundred Fifty Thousand Dollars ($250,000.00) per person, Five Hundred 14 Thousand Dollars ($500,000.00) per accident and for property damages of not less than Fifty 15 Thousand Dollars ($50,000.00), or such coverage with a combined single limit of Five Hundred 16 Thousand Dollars ($500,000.00). Coverage should include owned and non-owned vehicles used 17 in connection with this Agreement. 18 C. Professional Liabilitv 19 If CONTRACTOR employs licensed professional staff, (e.g., Ph.D., R.N., 20 L.C.S.W., M.F.C.C.) in providing services, Professional Liability Insurance with limits of not less 21 than One Million Dollars ($1,000,000.00) per occurrence, Three Million Dollars ($3,000,000.00) 22 annual aggregate. 23 D. Worker's Compensation 24 A policy of Worker's Compensation insurance as may be required by the 25 California Labor Code. 26 CONTRACTOR shall obtain endorsements to the Commercial General Liability 27 insurance naming the County of Fresno, its officers, agents, and employees, individually and 28 collectively, as additional insured, but only insofar as the operations under this Agreement are -6- 1 concerned. Such coverage for additional insured shall apply as primary insurance and any other 2 insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees shall be 3 excess only and not contributing with insurance provided under CONTRACTOR's policies herein. 4 This insurance shall not be cancelled or changed without a minimum of thirty (30) days advance 5 written notice given to COUNTY. 6 Within Thirty (30) days from the date CONTRACTOR signs and executes this 7 Agreement, CONTRACTOR shall provide certificates of insurance and endorsement as stated 8 above for all of the foregoing policies, as required herein, to the County of Fresno, Paul Nerland, 9 2220 Tulare Street, 14th Floor, Fresno, CA 93721, stating that such insurance coverage have 10 been obtained and are in full force; that the County of Fresno, its officers, agents and employees 11 will not be responsible for any premiums on the policies; that such Commercial General Liability 12 insurance names the County of Fresno, its officers, agents and employees, individually and 13 collectively, as additional insured, but only insofar as the operations under this Agreement are 14 concerned; that such coverage for additional insured shall apply as primary insurance and any 15 other insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees, 16 shall be excess only and not contributing with insurance provided under CONTRACTOR's policies 17 herein; and that this insurance shall not be cancelled or changed without a minimum of thirty (30) 18 days advance, written notice given to COUNTY. 19 In the event CONTRACTOR fails to keep in effect at all times insurance 20 coverage as herein provided, the COUNTY may, in addition to other remedies it may have, 21 suspend or terminate this Agreement upon the occurrence of such event. 22 All policies shall be issued by admitted insurers licensed to do business in the 23 State of California, and such insurance shall be purchased from companies possessing a current 24 A.M. Best, Inc. rating of A FSC VII or better. 25 11. AUDITS AND INSPECTIONS: The CONTRACTOR shall at any time during 26 business hours, and as often as the COUNTY may deem necessary, make available to the 27 COUNTY for examination all of its records and data with respect to the matters covered by this 28 Agreement. The CONTRACTOR shall, upon request by the COUNTY, permit the COUNTY to -7- 1 audit and inspect all of such records and data necessary to ensure CONTRACTOR'S compliance 2 with the terms of this Agreement. 3 If this Agreement exceeds ten thousand dollars ($10,000.00), CONTRACTOR 4 shall be subject to the examination and audit of the Auditor General for a period of three (3) years 5 after final payment under contract (Government Code Section 8546.7). 6 12. NOTICES: The persons and their addresses having authority to give and 7 receive notices under this Agreement include the following: 8 COUNTY CONTRACTOR 9 COUNTY OF FRESNO ACI Specialty Benefits Paul Nerland Dr. Ann Clark, Founder and CEO 10 2220 Tulare Street, 14'h Floor 6480 Weathers Place, Suite 300 Fresno, CA 93721 San Diego, CA 92121 11 Any and all notices between the COUNTY and the CONTRACTOR provided 12 for or permitted under this Agreement or by law shall be in writing and shall be deemed duly 13 served when personally delivered to one of the parties, or in lieu of such personal services, when 14 deposited in the United States Mail, postage prepaid, addressed to such party. 15 13. GOVERNING LAW: Venue for any action arising out of or related to this 16 Agreement shall only be in Fresno County, California. 17 The rights and obligations of the parties and all interpretation and performance 18 of this Agreement shall be governed in all respects by the laws of the State of California. 19 14. DISCLOSURE OF SELF-DEALING TRANSACTIONS 20 This provision is only applicable if the CONTRACTOR is operating as a 21 corporation (a for-profit or non-profit corporation) or if during the term of the agreement, the 22 CONTRACTOR changes its status to operate as a corporation. 23 Members of the CONTRACTOR's Board of Directors shall disclose any self- 24 dealing transactions that they are a party to while CONTRACTOR is providing goods or 25 performing services under this agreement. A self-dealing transaction shall mean a transaction 26 to which the CONTRACTOR is a party and in which one or more of its directors has a material 27 financial interest. Members of the Board of Directors shall disclose any self-dealing 28 transactions that they are a party to by completing and signing a Self-Dealing Transaction -8- 1 Disclosure Form, attached hereto as Exhibit B and incorporated herein by reference, and 2 submitting it to the COUNTY prior to commencing with the self-dealing transaction or 3 immediately thereafter. 4 15. ENTIRE AGREEMENT: This Agreement constitutes the entire agreement 5 between the CONTRACTOR and COUNTY with respect to the subject matter hereof and 6 supersedes all previous Agreement negotiations, proposals, commitments, writings, 7 advertisements, publications, and understanding of any nature whatsoever unless expressly 8 included in this Agreement. In the event of any inconsistency in interpreting the documents which 9 constitute this Agreement, the inconsistency shall be resolved by giving precedence in the 10 following order of priority: (1) the text of this Agreement, (2) the CONTRACTOR'S proposal 11 (Exhibit A). 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 -9- 1 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as 2 of the day and year first hereinabove written. 3 CONTRACTOR COUNTY OF FRESNO 4 ACI SPECIALI BENEFI S 5 (Authorized Signature) Chairman, Boardof pervisors 6 �'l 7 Print Name &Title (Chairman of the Board,or 8 President, or any Vice President) ATTEST: BERNICE E.SEIDEL, Clerk 9 DATE: �p�V �� Board ofSupervis s 10 By`K � Deputy 11 12 (Authorized Signature) 13 Li G Print Name&Title (Secretary(of Corporation),or 14 any Assistant Secretary) 15 DATE: 16 17 18 t 92.1 ) Mailing AddreVs 19 20 21 22 23 24 PLEASE SEE ADDITIONAL SIGNATURE PAGE ATTACHED 25 26 27 28 -10- 1 REVIEWED & RECOMMENDED FOR APPROVAL 2 F0 fZ 3 Beth Bandy Director of Personnel Services 4 5 APPR VED AS TO LEGAL FORM J 6 7 Ke . Briggs Co ty Counsel 8 9 APPROVED AS TO ACCOUNTING FORM 10 11 Vickl Crow Auditor-Controller/Treasurer-Tax Collector 12 13 FOR ACCOUNTING USE ONLY: 14 15 ORG No.: 89250200 Account No.: 7295 16 17 18 FCMC 10/12 19 CADOCUMENTS AND SETTINGS\LARRYGOMEZ\LOCAL SETTINGS\TEMPORARY INTERNET FILES\CONTENT.OUTLOOK\HH3EYMY2\2013 EAP AGREEMENT-ACI_COUNSEL REVIEW(2).DOC 20 21 22 23 24 25 26 27 28 -11- EXHIBIT A Prepared for: C ig. ` The County of Fresno Provider:SU t� ' t ACI Specialty Benefits t 4 Policy: t. Employee Assistance Program ` Summary Date: Dili \O r wm M d 11/20/2012 A 01 51art Date: Anniversary Date: SPECIALTY 01/01/2013 01/01/2014 BENEFITS ✓:. zm '- s Benefit Description ACI Specialty Benefits (ACI) will provide employee assistance program (EAP) services, including diagnosis, assessment, referral and short-term problem resolution. Following the diagnostic plan, the employee or family member may be referred for therapy or other professional services. ACI will also provide comprehensive work/life referrals, resources and services. Corporate EAP Services • Face-to-Face Sessions EAP Work/Life Services • Legal assistance for number of issues per year. Includes 60-minute in office or telephonic consultation with local attorney and 25%discount for continued services • Telephonic financial assistance for - „ ---- number of issues per year. Includes 30-day financial coaching benefit with 90-day action plan take-away. • n child care,elder care, pet care and education referrals • referrals and resources for personal services • Identity theft prevention/recovery, includes 60-minute consultation • Affiinity'rm Online work/life website services • 100%Follow-up for all requests,referrals and services utilized Training 8 Orientations virtual and Onsite • Employee Orientation Meetings' • Manager and Supervisor Trainings2 YDu a , + Live 'N Learn Seminars2 ASP • Just-Do-It Training consultation and facilitation tools for onsite management • 24/7 access to training videos on ACI's YouTube Channel ............ Attendance minimum of 50 employees for onsite orientations;travel costs for trainers included. Attendance minimum of 20 employees for onsite trainings and seminars;travel costs for trainers included. ACI Specialty Benefits Initials: ACI RN 800.932.0034 p Y g on\ \ www.aas ecialt beneAts.com COF Page 1 rio OR o ,. , At Z\ \ / Prepared for: F The County of Fresnor�t ` r Provider: r �. ACI Specialty Benefits ,. . .: Policy: 4r'!21 10 § g Employee Assistance Program Summary Date: 11/20/2012 * Start Date: Anniversary Date: SPECIALTY \ M u ti 01/01/2013 01/01/2014 pe BENEFITS HR Support Services Crisis Response U ;'i:'=. Critical Incident Stress Debriefing (CISD)3 - Critical Incident Stress Management (CISM) - Disaster Contingency Consultation Materials • Substance abuse case management and support for return- to-work transition • Direct supervisory referrals for work performance problems • Management consultation regarding difficult employee issues • Consultation and development of policies to prevent workplace violence and manage high risk situations • Support to Human Resources during workforce reductions, management changes,reorganizations, plant closures, and other transitions Clinical Services clinical consulting on difficult employee issues • Access to panel of in-house clinicians Provider Network Availability • Over 40,000 providers nationwide Program Promotion Materials 4 & Web Services including electronic brochures, flyers,wallet cards, and summary plan descriptions website with access to services g '";:r containing all marketing materials ready for electronic distribution Monthly HealthyMailT"' newsletter t k & Quick Response (QR) Codes for instant access to information k: via smarfphone i UQ'ilk Online access to ACI's website: www.acispecialtybenefits.com • work/fife website services • Cc-branding with client's logo available 3 Limited to 2 hours onsite,per incident 4 ACI Specialty Benefits provides unlimited virtual marketing materials.Printed materials are available at an additional cost ,', M %^ •.'a ,_ fir..'I M RWI a\\,,,�r / Yma \R�All o s ! \ ACI Specialty Benefits Initials: ACI .` 800.932.0034 '^ www.acispecialtybenefits.com COF Page 2 �. r Prepared for: Cj W, The County of Fresno ;2k1 a � Provider: � - V ACI Specialty Benefits �� 4 Policy H „ Employee Assistance Program ? sQ r Summary Da Date: 11/20/2012 �« 1 Start Dote: Anniversary Date: .; 01/01/2013 01/01/2014 SPECIALTY , � BENEFITS y. ft/1,» Program Access 24-hour, 365 day-a-year nationwide toll free number (800.932.0034) • Always live answer in 175 different languages • for mobile access Reporting Quarterly utilization reports with executive overview • Annual cost analysis available on request • Full-color graphs and charts display key metrics and demographic data Eligibility Easy Access: No cumbersome membership Us or Social Security Numbers required Employee: Determined by employer Dependents:Spouse, domestic partners,dependents, Termination of Benefits 30 days from employee termination date at no cost to employer Session Employee Per Employee Program Model Count Per Month 6 Sessions Per Year All Employees Corporate EAP 5,313 $1.29 and Work/Lifer Rate guaranteed for 3 years Rate will not increase by more than 5%in years 4 and 5 Rate assumes no broker commission Attendance minimums may apply along with 3 business day cancellation notice for onsite services s Limited to 3 sessions per 6 months for California employees NA f $. 551 ACI specialty Benefits Initials: ACI 800.932,0034 ;'? ,, www.acispecialtybenefits.corn COF Page 3 EXHIBIT A AC I SPECIALTY BENEFITS . y �. 4WAFFINITY t+'J.JI-5�wC, � �7 PROGRAM, PROPOSAL G�` a for s S 5Y « vk a, L AN *0R E_ *FUSION Na'Pts7ta'> 3 �' �', ..li � ^ u . n �71 i��ll�lr r� VIVH� ""'� xu''� 1� �� � ,,�\ ^��'�✓n\. ,,,��` s �` ����/ y ice. is 1.1 ACT's EAP is Good for Business 2 1.2 What ACT Can Do For You 3 1.3 What ACT Can Do For Your Community 3 1.4 Experience 4 \ � \ 2.1 Benefits Overview 5 2.2 Program Implementation:Training and Orientation 7 2.3 Counseling, Assessment and Referral 8 2.4 Work/Life Benefits 9 2.5 Human Resource Support Services 11 2.6 Crisis Response and Support: Critical Incident Stress 11 Management(CISM) 2.7 Clinical Services 13 2.8 Program Promotion 14 2.9 Web Services 18 3.1 Account N/1anagemenr Team 22 3.2 Accountability and Reporting 25 3.3 National & International Service Locations 26 3.4 Quality Assurance 26 3.5 Satisfaction Outcome Surveys 27 3.6 Follow-Up 27 3.7 Program Access and Eligibility 28 4 ACI Company Background 4.1 Founder's Message 29 4.2 ACl Company Background 29 4.3 Thou;ht Leadership and Industry Expertise 30 AW 5.0 Pricing 32 ACl Specialty ffeneGrs The County of Fresno Employee Assistance Program I Table of Contents 1 EAPs are one of the inost cost-effective benefits available. When companies provide employees with confidential counseling and professional networks to work out personal issues, then workers' performance improves, stress claims decrease, and health care costs see significant reductions. Aiarming Anneal Statistics Ps.yclwloc call Pro blems account for: E]'+?we;I'On accounts for: of absences from work million lost work days of employee terminations billion in lost productivity of industrial accidents. billion in direct treatment costs AV's EAP delivers measurable R0 : For each dollar invested in an EAP, the average return on investment is $5 to$16.' EAPs can reduce sick leave usage by 33%, work-related accidents by 65%, workers' compensation claims by 30%, lost time by 40% and grievances by 50%.2 When employees receive help for their psychological problems, counseling can have a positive impact on personal well-being,absenteeism,and productivity Employees who received assistance through their EAP for mental or emotional problems experienced the following reductions in health care costs:3 s. i 'US Department of Labor 'National Institute for Mental Health(NIMH) Portland State University study,HR Magazine,2002 ACI Specialty Benefits The County of Fresno Employee Assistance Program I Why ACI Specialty Benefits EAP 2 ee, ACI is a full-service provider of EAP, Wellness, Student Assistance, Work/Life and il Concierge products across the nation and around the world. With over 30 years' experience and a ranking in the nation's Top Ten EAPs, ACI successfully balances the advantages of a large benefits provider with the appeal of a high-touch, service-oriented business. ACI products are known for: gam` • Cost Favorable Pricing: ACI will always make the most competitive bid for your yy business. • Unlimited Benefits: Customers love ACT's hallmark unlimited services, Your _ personalized benefits summary will highlight the savings. • All Family Members Covered: Regardless of location, immediate and extended family,spouses, domestic partners—all are covered. • Cost Effectiveness: Documented ROI and demonstrated performance are provided with every product. A Fresh Perspective:An employee owned and privately held corporation,ACI is not ' - bound by internal company politics or red tape. ,# Latest Technology: Through platforms, portals, apps and mobile sites, ACI has access to the best and latest. • Cost Efficiency: One-stop shop for EAP, Wellness, Work/Life and Concierge benefits. ACI gets to know corporate culture and tailors programs for maximum Miranda L results. Dallas,Texas • No Barriers to Service: ACI services are easily accessible by phone, text, email, apps, "ACI has provided prompt service with and without membership IDs or cumbersome systems that slow you down. Professionalism and empathy[hat has • Innovation and Creativity; ACI brings the latest benefit must-haves to every been priceless during all of our times of need.The staff is quick in responding customer—exciting and convenient services. to inquiries and always follows up to • Customer Service: ACT's dedication to hands-on customer service challenges any ensure services are provided competitor.We do more and better. appropriately.Working with ACI has been like having additional staff in the . Real People: From 24/7 Live Answer to expert coaches, therapists, and work/life department." t resources,ACI's dedicated staff is up front and personal. That's the ACI difference. i ACI Specialty Benefits is a national corporation with a strong local presence. ACI believes that working closely with community-based resources and partners in The County of Fresno's specific location helps boost the economy, strengthen local business relationships,and offer employees and families convenient access to services. With dedicated service to the community,ACI has brought increased revenue to Fresno and outlying areas. Over $600,000 in the past four years has been contributed to the local economy through payments to therapists, trainers and consultants. Based on projected EAP utilization of Fresno County should ACI be awarded the contract, direct payments to local providers may approach approximately $30,000 in additional revenue to the surrounding communities. ACI established business in .Fresno, CA in 1998 with local therapists in Fresno and adjoining counties to provide EAP and Work/Life services. Since that time ACI has added such Fresno businesses and branches as Business Wire, Mercury insurance, Mercy Hospital, DeVry University, Corinthian Colleges and more. The network has grown to include more than 500 providers in Fresno County and over 1000 including the adjacent counties and cities. In 2000 ACI was selected to replace the incumbent vendor with the goal of improving utilization and reducing costs. The program has proved highly successful. Since then, ACI Specialty Benefits I The County of Fresno Employee Assistance Program I Why ACI Specialty benefits FAP 3 Cheryl Carlson (former Personal Services Manager) has continued to act as a strong reference for ACT's EAP services. Mr. Tom Morrison, the broker at Segal,stated, "oJaL'. "ACA "'flouid be ploud of d (Me "'A" VOU havc pi'ovidcd the Conaty. You reci cved tbc : 10 0nf��' �4 Ch a ervi nd rearn 0' tontinuing the, "ervii'k- f.hrou-01 dk�- lf.ICUO�L The County of Fresno in 2004 and the City of Fresno in 2011 elected to change vendors to a consolidated program. The desired medical components eliminated ACI Specialty Benefits from the running. However, ACI continues to have an extremely cordial relationship with both the County of Fresno and the City of Fresno. ACI received high accolades for service, efficacy and the hands-on approach that is the hallmark of ACI FX EAP services. 1.4 !Mal ACI's experience in service to both public and private institutions includes client companies in 2 variety of sectors, including: • Municipalities: The City of Charlottesville, The County of Shasta and Teliama County to name only a few, with services provided to administrative city/county workers as well as Sheriff and law enforcement personnel. a Medical: ACI has been the EAP provider for institutions such as Mercy Medical Center, Presbyterian Intercommunity Hospital, and St Elizabeth Community Hospital.These customers have been with ACI for more than 10 years. - Technology: Customers include GenProbe, Hitachi, SanDisk and more, with benefit programs ranging from CORE wellness to Leverage Concierge, • Financial: Star One Credit Union, Washington Savings Bank, Answer Financial to name only a few. ACT's unlimited CISDs have been an invaluable benefit in the aftermath of robberies,theft,or other serious situations. • Private Industry: Mercury Insurance Group, JW Marriott Hotels and Resorts, Business Wire and numerous other corporations receive ACT's services locally and 4 around the world. • Colleges and Universities: ACI has been a longstanding provider of specialty benefits to college faculty, staff, and student body for Stanford University, DeVry University,Corinthian Colleges, Inc,and many more across the nation. • Restaurant and Food Service Industry: ACI has been a longstanding provider of specialty benefits to restaurants and the food service industry. Contracting with Sizzler International in 1985, ACT's client list includes, DineEquiry, AppleBee's, IHOP,El Polio Loco,Taylor Farms and many more across the nation. ACI understands the unique needs of every diverse workforce and gets to know your corporate culture in order to provide the best fit for benefits and services. ACI Specialty Benefits The County of Fresno Employee Assisranct Program Why ACI Specialty Benefits EAP 4 Saa'�' .. <`R Nk ACI employs the highest standards of ethical and professional conduct regarding all communication of privileged information. Critical to the success and high utilization of the ACI EAP is the confidence that the employees have in the confidential nature of their communications. lob A 411 iy M/SP i Michelle H., Human Resource Manager, t San Diego,California f _ "The ACI FAP has been an essential tool viral to the mental health and well- hcing of all of our employees and Family members. The accessibility and , convenience of their services have hcen a perfect match for our company values and bave proven strong bottom-line value by enhancing the performance I and productivity of our workforce." ACI's Employee Assistance Program (EAP) is an easy-to-use, confidential, results- oriented service designed to help employees and family members better cope with emotional responses to today's busy lifestyles. A diverse multilingual and multicultural network of qualified providers is available to assist employees with any concern or problem affecting behavioral health, well-being, or even job performance. Typical concerns include, but are not limited to: stress, relationship concerns, work/life issues, personal loss, mental health,major life changes and more. ACI's comprehensive corporate EAP benefit includes a wide range of flexible, "extra mile"and high-touch services clients consistently report as top notch. ACI Specialty Benefits The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 5 Corporate EAP Package Includes: MWOw ew nw��, ,,, .... MT- 4 i y \ / 4�9 ME u , s �� r i v a vv� �� vv` Yj rJ \ An a; a \ \ oa s\ -$p. g rii AM 71 JaneM., a 5 , \ \ p'ilii % O Supervisor, \ \. �\ `; SO` \� IL Redding,California \a s ` \ A \ y �• s r \ \\s �O\ .`. ram, r�\"i •� % � �i � `��\ �. "Being a single mom working afull- / \ r \ o p time job,I often find[here isn'tk. \ \\ \ � enough time in the day. I was having x•. \ „t "" ? 5 r some issues at home with my son and \ le Q v his schoolwork but had a very difficult a time locating an affordable tutor. ] /r V1 finally decided in contact the ACI EAP j � aM L t and I was amazed at the high quality e M v 1 quick turnaround they gave me. z.. / ° l Within 24 hours I had referrals to t f. \/ _, \ r o o several reputable tutors chat were not \ / t a�v . only in my area,but also in my price "" \ range and all I had to do was pick up Ca r / f \ f s r ✓/ .,r av \ the phone for a quick call to my AC '; i/ , Wrl" O EAP. I am exceedingly grateful for the I help I've received from the ACI EAP \ / \ MIN � w and couldn'r be more satisfied with my „' \\ ii \Y� �\. son's scholastic improvements." \ _ OF Why employees love ACI's EAP: a ME MR/ \ M ME A Ma pm 0 0� WN ME ANO \ r� S .:.,.,. .. .. F. ,. r «.¢ Attendance minimum of 50 employees for onsite orientations;travel costs for trainers included, i Attendance minimum of 20 employees for onsite trainings and seminars;travel costs for trainers included. 'Limited to 2 hours onsite,per occurrence 'ACI Specialty Benefits provides unlimited virtual marketing materials, Printed materials are available at an additional cost. ACI Specialty Benefits The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 6 ACI offers the following training and orientation services to drive a strong roll-out and high utilization: Account Consultation: ACI's dedicated account management team provides seamless coordination of new benefits, enrollment of requested providers, and ongoing transfer of any services currently being used by the County of Fresno employees and/or family members. Unlimited Virtual and Onsite Employee Orientations': Describe program features and accessibility, including types of referrals made to the EAR Unlimited Virtual and Onsite Management Trainings2: Enhance workplace safety with topics including Identifying the Troubled Employee, Substance Abuse in the Workplace, How to Handle Violence in the Workplace. Unlimited Virtual and Onsite Live `N Learn Seminars2: From Bridging the Mary J., Generation Gap to Coping During Financially Stressful Times, ACI offers over 40 Washoe County,Nevada training topics in the broad categories of managing people, managing stress, and "The Live`N Learn Seminars were so managing life. helpful in teaching me how to handle a srressfid financial situarion. The cools I learned helped me get back on my feet Promotional Materials: Designed by ACI's in-house marketing and graphic design and now I'm much more focused at specialists. work and at home-" x� Expert Credentialing: National Organization of Victim Assistance; Kaiser Permanente Workplace Violence Training; Certified Employee Assistance Professionals; Risky Business; and COMPASS to name a few. Three Flexible Formats: Clients choose from Onsite Facilitator; Webinar; or Just- Do-It Training where ACI provides internal trainers with consultation and facilitation tools to easily conduct trainings themselves. ACI YouTube Channel: 24/7 access to ACI's popular trainings is now readily available with ACI's YouTube channel. Employees and family members can access ACI's trainings and videos at any time, from any personal computer,tablet or smartphone. 4 You y ACI Y 1mJ N.YYGI�R+wW.:a'b C.a'xW e Pg SY.SAP -. CORE 11p, *AFFINITY SOAR Attendance minimum of 50 employees for onsite orientations;travel costs for trainers included_ Attendance minimum of 20 employees for onsite trainings and seminars;travel costs for trainers included. ACI Specialty Benefits The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 7 E ..,•. ,: ,, ,..:era. ,,. / i / x / g a rAN ... TRAINING WON • % sY ^f Michael P., �l supervisor, Charlottesville,Virginia is i o t t o<arrs r YLv rz n `7 hank you so much for helping our troubled employee.She felt whatever 1 you did was extremely helpful and she tea' feels like a huge weight has been lifted off her shoulders due to your support. It really means a lot to as that you are " there when we need you." < A ACI Wr .., - , , The scope of the EAP program includes assessment, diagnosis, referral and short-term problem resolution. The first phase of assistance is professional assessment of the ACI in Action; employee problem. ACI's intake specialists are trained to listen attentively to Gr;ef and Loss Support employees' concerns, conduct a brief confidential intake of questions, and refer callers ACT offered heartfelt support to a qualified local provider for further assessment, diagnosis, and short-term problem resolution. The professional mental health provider will then rake the necessary steps along with grief and loss materials upon learning that to: a client recently lost a . Assess the severity of the problem beloved employee. Touched . Identify the appropriate resources necessary for response by the personalized support, . Develop a specific action plan based on the situation the manager responded, . Provide short-term EAP counseling services "Thank you so much for the handout, your compassion °"' In the event that the employee requires assistance with a long-term issue, the provider and thoughtfulness. You are will ensure that a referral to community, healthcare, or other outside resources meets so great to work with!" specific geographic, economic, and other needs. An ACI counselor will also monitor the results of treatment in high-risk cases such as those involving substance abuse or suicidal ideation. Often times, short-term problem resolution can occur within the EAP model sessions without need for further referral. ACI Specialty Benefirs I The County of Fresno Employee Assistance Program l Employee Assistance Program Basics 8 ACI Referral Process Flow Chart wh a Ow sssszz T .. ':t wq ,..rgrr(•€' nor•N y.:.,:.IFarv13;F. a � T T ... As",el - € nw(!4 Jsrh c ; Jesse S., Human Resource Manager, T r Fremont,California i a?r i ! "We had an employee char had severe 's e financial issues char put his security ;,_T.,.,_.S_..., ,_•«• „,,,,,_._,.,....'r,_.__..._.; suitability in jeopardy.I referred him " ab" to the FAP for financial and/or legal ! vt€wl " J I i'C,, i.'x.,.Y,y,,,CR i trbl3tfY f.f,^•4 guidance. He saw me three weeks, \ later and was well on his way in resolving his issues.He was amazed u .......... and very appreciative of rho FAP n representatives who helped him and ` % AY, gave the program high praise." a_••J. ACI Specialty Benefits offers comprehensive work/life services as part of the Employee Assistance Program. Through an innovative blend of direct and referral services, ACI Specialty Benefits is able to assist today's busy employees and families in better managing life's demands,and achieving the best quality of life possible. Services include: -,,,, UNLIMITED Legal Consultation and Referrals �w /h .1711 • Legal consultation for unlimited number of issues per year. Includes 60-minute in office or telephonic consultarion with a local attorney or mediator per issue. 25% preferred rate reduction for continued consultation. Covers divorce and child custody issues; contracts; consumer disputes; real estate and tenant issues;wills and trusts. • Do-it-yourself legal forms document preparation 0 Idenrity theli prevention and recovery services • Employment disputes are NOT covered. ! r k , ACI Specialty Benefits l The County of Fresno Employee Assistan e Program l Employee Assistance Program Basics 9 UNLIMl'1'FD Financial Consultation and Referrals ...., f • Financial consultation assistance for unlimited number of issues per year. Includes free 30-day financial coaching benefit per issue and 90-day action plan take-away. • 25% preferred rate reduction from CPA's normal fee for preparation of all personal income tax documents %\ %� ROF sigh Covers credit counseling, debt and budgeting assistance, and financial planning for a retirement,college and more • Tax planning: Employees and family members are entitled to receive up to 30- ' " minutes (two 15 minute sessions) of telephonic income tax planning related " c consultation per year on each separate tax issue they encounter. A • For severe financial hardship, ACI's work/life specialists may provide referrals for WN11 community based resources for free or low-cost housing, transportation, education,clothing,health care and other common life needs, UNLIMITED Child Care Referrals and Resources aos` • Affordable and reliable day care, nanny and babysitting services Jennifer L., • Last-minute back-up and emergency child care resources Reston,Virginia • Adoption and pre-natal resources As an owner of a big dog,it's very • Before/after-school care,summer camps difficulr for me to plan a vacation and • Special needs care and resources make sure that my dog is taken care • Background and seeurtry check referrals while I'm away. After contacting the • Nationwide and international assistance, referrals ACI LAP,they provided me with cheap,reputable referrals for kennels, • Referrals match employees' specific needs regarding cost, location, scheduling and per hntels,and even affordable dog more daycate along with all the contact information and pricing options available at each place. Thank you for "' "' UNLIMITED Elder Care Referrals and Resources __ making my dog's and my life easier • Adult home health referrals and saving me time and money so I • N can focus on work and plan my dream homes,day care,support groups vacation!" x • Transportation and meal sources • Emergency and respite care „ ,; ,,,, •, • Companionship programs;and much more, • Nationwide and international assistance, referrals • Referrals match employees' specific needs regarding cost, location, scheduling and more UNLIMITED Pet Care Referrals and Resources • Pet-proofing homes • Grooming,vet care and insurance • Training and discipline • Dealing with loss and final resting • Teaching children to care for pets • Pet-sitting and dog walking services -'V�gm :"'........, i.7NI,IMITF,D Educational Referrals and Resources 3 _. • Career counseling • Locating programs and schools, from pre-K through post-graduate • Referrals for financial aid, scholarships,grants and loans • Vocational, technical and career program referrals FN UNLIMITED Personal Services Referrals and Resources • Horne repairs • Moving and relocation • Entertainment • Restaurant,dining • Car repairs and rentals • Community based resources ACI Specialty Benefits I The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 10 Turn to ACI Specialty Benefits for management consultation,supervisory referrals, crisis support,and creative ideas for any workplace challenge.ACI Specialty Benefits acts as an extra set of HR hands, working closely with each client to tailor EAP, wellness, student assistance,work/life and other specialty benefit solutions to meet specific needs. Clinical Emergency Services In the event of a clinical emergency such as coping with tragic death or other pressing clinical needs, ACI's expert panel of clinicians are available to listen, address, and respond to concerns. In cases where further treatment or counseling is needed, ACI can also refer employees to an excellent local counselor from A.CI's extensive network of clinical professionals. . ..... Nu, m. . ,. . .»».. ACI in Action: Employee in Crisis A manager recently turned to ACI for help in assisting an employee struggling with multiple sclerosis and blindness. ACI immediately provided customized referral information and recommendations for the employee, the family, and the workplace. The manager was extremely grateful,saying,"Thank you very much. This is very impressive." \is /, \\ \....,. � ACI Specialty Benefits provides immediate and comprehensive crisis support services to all clients and handles trauma intervention with care and empathy. Some examples of critical incidents include: workplace violence, natural disasters, untimely deaths, accidents,robberies, random crime, national crises,and other traumas. matic symptoms, assess the need for follow-up, and often CISDs help mitigate post-tram .. :• % , provide a sense of closure. If prompt trauma intervention is provided at the onset of the .VIN crisis, damaging long-term effects can be minimized and employees will be better equipped to return to the daily work routine and productivity. R ._., ." .{ esponse As ,:- f soon as a manager or supervisor calls in an incident, ACI responds immediately with `j crisis intervention, planning, telephonic consultation, and crisis support materials and M resources. If the situation requires onsite support, ACI is generally able to schedule an t: onsite specialist within 24 hours. ACI uses a network of specially trained providers with expertise in victim assistance, workplace violence, COMPASS, and a variety of critical incident situations. In emergency situations, ACI works closely with management and first responders to provide seamless, immediate and effective leadership following a traumatic event. Joni M., CISDs � Seattle,Washington Critical Incident Stress Debriefings (CISDs) are a specific tool of Critical Incident Stress "As managers,we aren't cpipped to Management (CISM) designed to help individuals, groups, or entire organizations cope handle the myriad of challenges faced with the often difficult, overwhelming and/or stressful emotions associated with critical by our employees and it is good to incidents or traumatic events. Some examples of critical incidents include: workplace know that those resources are a phone violence, natural disasters, untimely deaths,accidents, robberies, random crime, national call away.Thank you,Dr.Ann Clark, for the wonderful team you have built crises, and other traumas. CISDs help mitigate post-traumatic symptoms, assess the and the work you are all doing." need for follow-up, and often provide a sense of closure. If prompt trauma intervention is provided at the onset of the crisis, damaging long-term effects can be minimized and employees will be better equipped to return to the daily work routine and productivity. ACI Specialty Benefice 1 The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 11 Following a critical incident, ACI Specialty Benefits staff will continue to coordinate care with the appropriate management personnel to ensure that all erployees affected arc connected to the EAP services in a helpful way. S f' Disaster Assistance Program In light of major natural disasters, like the Japanese earthquake and tsunami, as well as numerous other crises around the globe„ ACI recognizes the pressing need for disaster preparedness and assistance in the workplace. To address this, ACI's EAP has gone beyond the traditional model for crisis response, and provides onsite counseling services ACI in Action: 1 to help employees deal with a variety of issues stemming from such an event. These can Corporate Re-org be worries about an immediate threat such as shootings, natural disasters or terrorism, or After assisting a client in they might simply be feelings of anxiety and depression resulting from exposure to the managing a large-scale `, disaster. Providing this type of support and training is instrumental in alleviating any corporate reorganization, the employee anxiety they. client reported, "This was the most seamless re-org I've seen, "_.---.:First" Responders �l o. ! ::_ Mffl 1 n The administrator seems ACI is a leader in providing EAP assistance to First Responders dealing with fire, police more relaxed and on task; the and EMS issues. ACI understands the enormous pressure faced by these heroic citizens new managers seem to be and has developed special protocol centered specifically around dealing with issues such accepted by their new direct as Post-Traumatic Stress Disorder (PTSD), First Responder Burnout, and many other difficult emotional issues resulting from such a demanding work environment. accepts; and the managers are using their new bosses to Workplace Violence Prevention 19 .....; facilitate some long overdue ACI Specialty Benefits EAI' includes consultation and support in developing policies to r changes with much less prevent workplace violence and manage high-risk situations..Additiona ,ll ACI provides resistance. Thank you so P p gy y training For managers and supervisors on all aspects of violence including reactions, much for your support." minimizing trauma, and dealing with the aftermath; as well as training on identifying potentially violent employees. Management Consultation and Support _ - ACI Specialty Benefits EAP includes unlimited management consultation and support to help clients address a variety of workplace challenges and difficult employee issues. ACT's in-house clinicians provide consultation for conflict mediation, team building, threat/risk assessment, change management, leadership communication and other human resource concerns.ACT's EAP also includes support to Human Resources during workforce reductions, management changes, reorganizations, plant closures and other transitions, DOT and Drug-Free Workplace Act Compliance ACT Specialty Benefits EAP includes periodic all-employee meetings, distribution of literature, and supervisory trainings that meet the requirements for the federal DOT and Drug-Free Workplace Act. Additionally, ACI's staff and clinicians are specially trained in substance abuse assessment and counseling, and available to consult with supervisots and mariagernenr regarding policies, procedures, and referrals surrounding drug and/or alcohol abuse at the workplace. ACI in Action: Disaster Response When the tragic Japanese earthquake and tsunami struck, ACI was proactive in offering immediate assistance, support and resources for clients in Japan and across the Pacific. Comprehensive crisis response resources included information about locating loved ones, emergency services, how to help, coping advice, and managing in times of r crisis. ACI Specialty Benefit l The County of Fresno Employee Assistance Program 1 Employee Assistance Program basics 12 Clients have access to ACI's panel of in-house clinicians, available to provide unlimited clinical consultation services for a wide range of difficult employee and workplace issues. e Supervisory Referrals The Supervisory Referral process is a powerful yet easy-to-use tool for managers to d MN �a address employee behavior concerns. The referral process can be done either through mandatory or non-mandatory means, and can be accessed through ACT's 24/7 dedicated horline. Working with the company supervisor, manager, HR personnel of others, AC.11's Clinical Staff coordinates a plan of intervention and behavior change often _. making continued employment contingent on successfully attending counseling sessions and remedying job performance.deficiencies. Examples of workplace issues that can be resolved through this process include: difficulty working with others, anger management, substance abuse, loss of productivity, excessive absenteeism, TW insubordination, disregard for the safety of others, and more. The Supervisory Referral 1, process reduces the amount of time managers spend dealing with workplace issues and maximizes the potential for issues to be resolved. w Melody M., H°`non Resource Manager, CaliforniaJackson,Ca It is important to note that Supervisory Referrals are a tool for the client company to use, and not a threat to employees. Supervisory Referrals are completely optional for the The ACT expert trainer hit a employee; and if he or she decides to attend, a waiver, releasing them of their right to training econdth etedformanagementyconfidentiality must be signed, Session content however, is still confidential, only vaining he conducted for us yesterday. He did a Fantastic job teaching and ; attendance or lack thereof, and general statements of improvement and/or motivation explaining the materials and according are reported. ACI follows up on Supervisory Referrals periodically until resolution is to management feedback,he was obtained. Substance abuse and severe mental health problems are followed for one year. extremely well received." ACI maintains records on Supervisory Referrals for utilization purposes, and does not release any confidential information, Only aggregate demographics are listed for client company quarterly utilization reports. Provider Network ains a diverse nationwide network of over 40,000 ACI Specialty Benefits actively maint fully eredentialcd and licensed providers. Provider credentialing is an important aspect of ACI's Quality Assurance plan and customer service standards. ACI's Clinical Department is responsible for the credentialing program, and interviews potential providers to verify proper clinical expertise., necessary education, and background. Random interviews and case reviews are conducted on a regular basis to ensure quality services. To be part of the ACI Specialty Benefits provider network,all providers must. • Provide evidence of a current state license such as MFT, LCSW,or Psychologist. • Demonstrate 5 years experience in working with corporations and/or EAPs, • Have extensive knowledge of community resources. • Provide proof of professional liability insurance at $1 million occurrence, $3 million aggregate, or higher. Annual cerrif ation of providers includes ongoing training and review. ACI actively recruits and values bilingual and multilingual providers in providing the highest level of service to diverse clientele. ACT Specialty Benefits I The County of Fresno Employee Assistance Prognun I Employee Assistance Program Basics 13 -- „. g .. i�..... ACI Specialty Benefits believes that effective marketing, continued promotion, and strong communication will boost program utilization and maximize ROL 'Io achieve this, ACI works one-on-one with each client to create a customized benefit marketing and communication plan that meets the specific needs of[hat organization. As a proud participant in the universal GREEN movement,ACI Specialty Benefits offers all benefit marketing and communication materials in an eco-friendly electronic format. All of ACI's electronic benefit communication and marketing materials are provided completely free of charge to the client. MR MA ACI PRO iih r yam: o r_ I t; 4 Y i.,Acl Comprehensive Promotional Campaign includes the following electronic materials, • Brochures • Wallet cards • Summary Plan Descriptions(SPDs) • Program posters, flyers • Supervisory resource manuals • Informational letters to families • Orientation CDs ACI is able to co-brand- marerials to include client's logo. ACI Specialty Benefits provides unlimited virtual marketing materials.Printed materials are available at an additional cost. 'Co-branding niay require additional cost ACI Specialty Benefits The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 14 Landing Pages ACI creates landing pages for clients, providing employees with 24l7 access to benefits information and services along with our 24l7 dedicated phone line. Landing pages are easily accessible through employees' smartphones and personal computers, and feature quick links to ACT's legal, financial, and counseling resource centers, an information s to a variety of other helpful services. The landing page is request: form, as well as link also a live Link, which allows for real-time and automatic updates, and features a co- branded style fit with the County of Fresno's logo. The landing page also includes a calendar of upcoming onsite EAP events and activities that employees can easily reference and plan on attending. Finch A-,!:istance with See Promotional Matcrials EAP R�sources like Brochures and Ffy(mrs 1 3 ` i + ' r' � Tnp?`.4P,q 2t?i!�+�4F"�p��resi:,ah--•ca ` � ?as.x:Q'I.vWt=(!f.Utt•4®",8:t5.t:*Y,F K'..'>_4,n1 x M.1•JA. �l..... ,-+::,,,.11', � p.e'R.rhx C•, >y iy y+t�!t --.��z a�x ,2.. .�4.. "t;e.*M,a a t r e t 'at A y e^ .'A N �.'OB'.:Sh¢'fYSIlR�'f.'YA4pfl1^la'i'il'.^.(<.1.*,fail.,{..f',:i',F•.;C'; - 1 ..(,eya;A Er,:a,z„s.rakr:.n N rp•+:1Xss -,v?(p?N+r319 i;"p,Pg3Ab!iKM./? 1 f/ l--vorv:ew of the (r`5(:'no tit- Contact ils vvAll Questions Additional Resources and offered through tt)t', EAP or to N?:ylr.c:a Reouest finks can be provided ACI Specialty Benefits I The County of Fresno Employee Assistance Program ( Employee Assistance Program Basics 15 Monthly HealthYMail— Newsletter At no additional cost,ACI provides clients with a monthly reproducible e-newsletter on health related subjects of interest to a wide range of employees. Some arc timely, for example "Reducing Holiday Stress,"and others may address contemporary topics such as "Keeping Safe from Cyberbullying." Offering practical suggestions, each HealthYMail"" provides interesting and easily readable information for coping with daily life issues,and promotes utilization of EAP services. H A LTa ; IVIAI L --- Jum 2011 i The p,ev Ute,,ce of Social r-.ed:o today nay opened up o new franNe'for peaplr.to 't cDrnn)unicote orld Share whin',happening in tnCi;iYeS.bu•:'he rns+Jik hove r-ot ali bean - positive. for some,it's openea the;Joor to 2417 _ - hafacsm-i;nt. The Ne:lic nal Crime Freveni:on Counci'':Defines cyberbillying as"wlier,the Internet.,vet phones or other devices are users to send or post text or images intended to ht,fi a embarrass another person:'FhiS may incalxie abltsfvc:of threalon!ng nt--S;�CJeT,S',n:.fJng)ou nr?alor excluding • inJividuals ftc-m a group.'outing'someune by disclosing their prvalu nG]rtnatnn,of I 'n�csquerodirig-as o false identity 1(Jr the purposes -- — ---- ?` of harassment..W9ae;it's nearly impcssible to prevent cyberbuliyinct alfogeiner.oelow are o fey.' f lips to ne;ip kids stay cvber•Sofe. Respond with action:In the,event of a oyherbuPying incidenl,toik to your chi:dren about Gel educated: In order is teach child,en how to what happened and now'they feet;report the appropriately communicate ono behave in:the 'abuse.'on the Site that it aa:uned,'and if it was t digital tea. ,parei%creed to be fonii!iaf WWI how schoobrelated,contact 5r,.ha0=a(fiCialS 1C set,if trip social networking sites wcix.how they may be there,s an of*(aai cyoeibui ying policy or prolocoi used tar cync:rouliyingt,and what ptivocy settings is follow through on. and tools core be Used to enhan.^(,onfine safety. Mn ny websiies a.so have melt;4Js of'teprytir-g ubilse'if and wren it cccv;s initiate the discussion: Instead of saying "If you't e ever having any lrouble With anyihinp.ycu con o1ways la!x+a rne."try opening the discussion by �+ asking your kids stow they typically convr..:nicafe with their trends onllno.B lney've ever posted anything hAtul ghoul Someone,or sent a text they wish they r.;ould take back.This can trod to a t larger dx+4LSS::)rl about What'Rinds of probia;ns ihev'w.,experienced or witnessed r]rnong mends r:nCi cassmotes. Establish Around rules for digital behavior:heist as •�.��..�.�� ° pa'ervs teach thtic9r<gn now to bet.Uve in the'rent worry'paierls no,v,have to teem children how 1a beh-;vet chime. :`Six to your chit„ter:about your expos;;athans tot digital communir;olion,what kind of photaT ana posts or,wh'he eyare of a or � ACI unCCCectUL'le,Gnd wi'�n trio.are cr ore na! + allowed to e']rloge with online. Establish cL;ar ground toes cana consequences to fellow nmough ' SPECIALTY on, BENEFITS Multilingual and Spanish Materials To meet the diverse needs of multi-location, multilingual, and cross-continental corporations, ACI Specialty Benefits provides employee communications in a variety of languages, including Spanish. ACI Specialty Benefits I The County of Fresno Employee Assistance Program I Employee Assistance Program Basics 16 Quick Response Codes A.CI now features QR (Quick Response) codes on many printed materials including program flyers, summary plan descriptions and wallet cards. 'They are a useful tool for quick, effortless and effective program promotion—after employees simply scan QR codes with their smartphones, they are instantly linked to ACI's main websire for access to important benefits information, intake services and other resources. QR codes have particular appeal ro first adopters as well as ncc rapidly growing workforce of rech-savvy individuals, and are a product of ACI's commitment to providing clients with the latest technologies. . ' IM\ qs f � r. 'r ACI Specialty Bettefirs The Counry of Fresno Employee Assistance Program Employee Assistance Program Basics 17 ACI utilizes state-of-the-art, emerging technologies in benefits communication and delivery, of service. ACI removes all barriers to benefits access with the following creative, convenient, and easy-CO-tISe Well services: Virtual Folders ACI creates virtual folders for each valued customer, including client's logo. The virtual folder is a live link that provides management with all pertinent benefit-related information and resources instantly. The virtual folder contains essential forms and materials for orientations, trainings, supervisory referrals, marketing and other human resource support services, and increases awareness and visibility of the EAP services to management and employees alike. Contort info i',}nd F1ata r'ldterfYmEr r v a ACI i '.`«:[•_—?T'sv Yi' ".*45rr N1: �l A.teiYt� .kk�vT$ 1 is Y.fl:1.GKrP:a..LC . I/2 SAMPLE CO MP f yi a 1.. ..�.�. 1 f,3irl°Jlml(3nd Links for C onte.nt 1-wrrtan Resources nano i'i:.-,k ACI Contact lrtfornm ation h,:) Youf Program 'rla;ac^lemment Malmrink,: ACI Specialty Benefits I The County of Fresno Employee Assistance Program Employee Assistance Program Basics 18 myACI App ACI's myACI App offers instant access to ACI's benefits and services. Employees, students and family members can directly connect with an ACI Specialty Benefits representative via phone or email to request services, get questions answered, and receive assistance. Specific benefit services may vary depending on the corporate or school benefit package selected. Create a personal profile l y " SPECIA ."Y The myACIA BENEFITS /pp offers instant access to ACI's Top Ten employee assistance program{EAPI,CORE Wellress Leverage Corcierge, '. �, ,ACI and SOAR stodent cs,i,tanco '` Instantly connect to er✓ces an ACI representative Don't know you Company Code? Contact ACI - f Request a referral ACI Specialty Benefits The County of Fresno Employee Assistance Program Employee Assistance Program Basics 19 Ilf nity'" Online Work/Life Website Services A( I's innovative and interactive Affinity" Online Fork/Life website offers employees 24/7 access to the multitude of work/life resources. 111e site acts as a virtual help desk offering resources for education,assessment and self-help on an unlimited basis. Here are some of the other resources available tbrough the Amity" Online Worlc/Life website: • The latest in work/life news and happenings • Self-help tools for achieving better work/life balance • Mental health resources and referrals • Personal development tools and resources • Daily Living and family-related assistance topics for better work/life management and balance. � f _ ('F tali ilz? Airr. Y" GO to www.affinity, < .r)i try login page,tinter tira r.Lxrnpdny o5ot 1( I ,.„y Entof the =e-turi:r m_ _—: r. AMMy x wrr :.tt �- •rrwl ry [r c'Sv *�. .. 3 sc�me a I 4.k mry11 r Ikw^vt-a" S 5.•s G li tD y.:s. (A..3..... �. ,vmo,.5i•,},ii;lKi pSS!5•!w is,,... IP10111 CW TREE r - i i *AFF[I ITY" ACI ,>,7ayrnt.n.ua-s..t .. a Ea •,a. Ftf"'�F'Fi:S t. ACI Corporate Website For general inquiries, contact information, and access to a variety of resources and information offered by ACI, clients may also access Affs website at www.acispecialrybenefits.com as an additional point of reference. Access to the website is provided at no additional cost, and is completely confidential. ACI Specialty Benefits The County of Fresno Employee Assistance Prognun I Employee Assistance Program basics 20 w To help clients reach goals and maximize program effectiveness, ACT's Account Team coordinates, tracks and monitors delivery of services and employee utilization. C.MC ? twat O tf�e Certificate of APP reciation- I'rownled To -ACI IN RI OWO 1ION AND AP'l tat s�:� ION OF YOUR EXC ITIONAL cv5,1 RIlii'TIF rn�l�o"ttlt t^1,tE't ND 1 lStlt.Y READI tit SS BI—%, tTrs t-AIR given by Conunander.Navy lnstaliations Command i Fleet&Family Reatlin45s _,i 1 NE7Y ti.g7�NJ\ td � � { r M1,f11rYDEN 1 i G t:tw 2;5t ....'.T, . ACI in Action: Military Assistance ACI receives Department of the Navy Certificate of Appreciation in recognition of exceptional contributions to the Fleet and Family Readiness Benefits Fair, ACI's Senior VP of Corporate Relations Tori Barr delivered a compelling presentation on "Coping with Financial Stressful Times" to navy personnel and family members,and feedback from 150 attendees was"excellent." a 3.1 ACT's Account Management Team will seamlessly coordinate the implementation and provision of services including employee orientations and management training. The Account Management Team serves as problem solvers, point of information, and community specialists, especially for difficult referrals and special needs employees and/or family members. ACT's experienced Account Management Team works hand-in- hand with customers to provide the highest level of positive outcomes: utilization, customer satisfaction, employee-focused marketing, and outstanding training. This team includes the following key personnel: ACI Specialty Benefits The County of Fresno Employee Assistance Program l Program Management 21 Tori Barr Senior VP of Corporate Relations ,i Tori joined ACI over 11 years ago as the Senior Vice President of Corporate Relations. Tori has developed a customer service team and approach that provides exceptional, high-touch services to ACI's clients across the nation and abroad. Tori personally handles the inception of all new contracts, creating an efficient and personal plan for each new company introducing the ACT benefit package to their employees. Tori spends time developing relationships and visiting client companies in order to better understand their culture and employee needs for a perfect Pit of ACI's EAP services. A native San Diegan, Tori Barr holds a Bachelor of Arts in Social Work from San Diego State University. Tori worked for more than 14 years in the non-profit sector before joining ACT, developing and implementing more than 20 alcohol and drug treatment programs for perinaral addiction. Patrick Gilligan, Ph.D. Clinical Director ,,,,, Dr. Gilligan is a veteran and psychologist who has been in charge of directing ACT's Clinical Department for over a decade. Dr. Gilligan oversees the implementation and 1 handling of all EAP issues and conflicts from stress management, suicide prevention, . , ' conflict resolution, Substance Abuse Professional E vqluations (SAFE), parenting 3 issues,and any other type of clinical EAP request. As a professional, Dr. Gilligan spent over 15 years working as all EAP psychologist before joining the team at ACT,and has extensive experience in providing EAP clinical support to client populations in the private, public, non-profit, and military sectors. Dr. Gilligan received his Master's and Doctorate degrees from the Professional School of Psych'alogical Studies Sate Diego in Counseling Psychology, and also holds a B.S. in Bioldpit from Indiana University. Gilbert Manzano AOft ChiefAdrninistrative Officer With Fifteen years of Human Resource experience with Banana Republic, Gap Inc.'s luxury brand, EDS, an HP company, and Kimpton Hotel & Restaurant Group , Gil understands the major workforce challenges of roday's HR professionals. As CAO of ACT, Gil oversees consulting around ACI's training offerings, requests for crisis management, layoff support and conflict mediation services, and provides hands-on support to Human Resource Directors. Gil studied Industrial and Organizational Psychology at San Jose State University. lie is a DISC certified trainer and has spoken at the annual PIHRA conference and the California Worker's Compensation Forum and Expo on wellness related topics, and was recently selected as a Finalist for the San Diego Business Journal's Human Resource Professional of the Year. ACI Specialty Benefits l The County of Fresno Employee Assistance Program I Program Management 22 Theresa Baptiste VP of Customer Outcomes As VP of Customer Outcomes, Theresa oversees ACI's internal Quality Assurance (QA) Plan to ensure a level of care that meets or exceeds professionally recognized standards of practice. She provides leadership and direction to the Corporate D Relations team and works closely with clients to promptly assess and correct any gym_ quality of care concerns I In and out of the office, Theresa is passionate about helping people achieve optimal wellness through healthy lifestyle changes. Theresa earned a Bachelor's degree in Business Administration and Management from Regis University in Denver, CO. She is an active member of Direct Marketing Association (DMA), and has been a featured speaker..at annual conferences., Rafael J. Cortina, LMFT, MBA 7"1) Clinical Manager Rafael Cortina is a bilingual (English and Spanish) licensed and marriage family therapist with over 13 years of experience in Mexico and the United States. As Clinical Manager at ACI Specialty Benefits, Rafael oversees a team of in-house clinicians and global network of over 40,000 providers, while assuring the highest standards of clinical service in every aspect of ACI's operations. Currently a professor at the University of Phoenix, Rafael was previously Lead Faculty member at the Humanistic Institute of Gestalt Psychotherapy in Tijuana,Mexico and has held a variety of esteemed positions at Sharp Mesa Vista Outpatient Dual Diagnosis Program, San Diego LGBT Comrnunity Center, San Diego Hospice, and Bayview Behavioral Health Campus. Rafael earned a Masters of Arts in Counseling Psychology and MBA from National University in San Diego, and is a frequent speaker at international conferences and events. ACI Specialty Benefits The County of Fresno Employee Assistance Program ( Program Management 23 3.2 A quarterly statistical report will be provided via ACI's secure website including an executive summary, trends and activities, and a full demographic breakdown of utilization. Provided are: the number of employees and family members seeking assistance; categories of problem types in which assistance is sought; age; sex; reason for contact; type of referral made; and referral source. Clear graphics and summaries make statistics clear and easily readable. Sample Utilization reports are available on request. Based on the report findings, the Account Management Team will work closely with the client to ensure the program is being effectively promoted and utilized. These reports are included quarterly but also available by request at no additional charge. AC I Utilization Summary and Cost-Benefit Analysis SAMPLE COMPANY COMPANY NAME AC 1 19.7% LIII Uvntali Ut7l,zatto,a Vme�k a;8,a ssa:. ,t L onteGt o� I zc 0 Employment data... . Is I8 ea£a ACI Specialty Benefits The County of Fresno Employee Assistance Program Program Management 24 F✓�vdd As a worldwide service company,ACI provides programs throughout the United States and Canada. ACT's offices and affiliates are located in 50 states, major cities and many ourlying locations. For face-ro-face appointments with providers, ACT's nationwide network of 40,000 providers allows employees to choose convenient locations near work or home. From Alaska to Florida, ACT's extensive provider network allows coverage of all family members, regardless of location. Employees and family members can seek help with maximum flexibility finding that right provider for their particular combination of personality, presenting problem and convenient location. ACI's expansive online EAP resources, ability to provide a language line that covers over 175 different languages, and extensive experience with providing international EAP services make for a seamless transition to international services for all of ACT's growing client companies. For inquiries regarding international services, ACI has a separate proposal available for clients upon request. fah p f t t a 1 >�✓ it i ^. � >�,"w / � . ACI utilizes the following assurance process in quality service delivery: Peer Review - staff with a broad range of clinical specializations and areas of expertise are an invaluable resource, • Weekly case conferences to monitor unusual or high-risk cases. • In-service training to further clinical skills, review training models and update on technology trends. • Psychiatric and medical consultation. • Continuing Education- staff and providers often participate in outside seminars and advanced degree programs. Professional Development Hours, Certified Employee Assistance Professional re-certification and state licensing are some of the requirements. • Follow-up feedback process for counselors and client organizations. Quarterly utilization reports are reviewed by Executive staff to monitor EAP usage,trends and potential "red flags" to the employer. • Professional affiliation - staff maintain memberships in diverse professional associations such as APA, CAMFT, CAC, NOVA and ADA, as well as broad interest groups such as EAPA, NCA, EASNA, and CWC,. AC[Specialty Benefits l The County of Fresno Employee Assistance Program I Program Management 25 3.5 1�,0. Ntiw � t u Ensuring that customers of AC1 get the best service possible is the most important part of AC1 Specialty Benefits' Quality Assurance (QA) plan. After initial contact, each client is sent a courtesy follow-up email, inviting feedback, comments, and questions from the client. 'f"he results and comments are monitored continually, and feedback to individual providers is immediate. Surveys are available online, and included after delivery of wort:/life referrals and clinical set-vices to ensure employees and family members had a positive outcome. a All persons utilizing the EAP counseling service will receive a follow up on their experience within 48 hours in addition to feedback surveys once the c.asc is closed. The ' intervals ac which the employee will be contacted vary according to the nature of the problem, but in general begin at one month, and in some cases may continue for up to one year. All chemical and alcohol dependency referrals are automatically monitored for at least one year. Specifically, ACf will seek information from the client regarding their Success .with Elie EAP service and the effectiveness of treatment.. High-risk cases including chemical and alcohol dependency, suicidal or homicidal ideation, psychosis, victimization, suspected abuse, violence potential and management referrals receive follow-up monitoring from ACPs professional staff. David H., .� � Rocklin,California .` �o `I just wanted to thank you very much for all of your help. You and your stiff ' �3 k have been very friendly and resourceful in rendering aid m my son and me. s � The information provided was concise and accurate,and your response to my case was as quick as it was efftcienc .A o high standard of service has been upheld by your company and I am �y deeply appreciative,"� rr �- {S ..... >»;>„ x 4 ACi Specialty Beneftu; The County of Fresno Employee.Assistance Program Program.Management 26 33 Program Access • 24-hour, 365 day-a-year nationwide toll free number (800.932,0034) • National service locations across 50 states • International services for global locations • Online portals for convenient access • Always live answer in 175 different languages 24/7 Helpline Helpline staffers are extremely knowledgeable, experienced, and prepared to deal with distraught and difficult callers. For callers requiring immediate assistance, ACI maintains an on-call staff of qualified, Master's-level therapists available at all times to provide telephonic counseling for urgent matters. After-hours emergency calls, so identified,are immediately handled by on-call ACI staff therapists. Eligibility All employees, spouses, domestic partners, dependents and family members—regardless of location—may use ACI's EAP program. ACI recognizes the complexity, variety and influence of employees' relationships, and therefore does not limit eligibility to the employee and household. Family and loved ones can easily access EAP benefits by calling directly—no cards, membership IDs, social security numbers or other identification are required to receive service. Privacy is well protected by ACI. Guaranteed Confidentiality and HIPAA Compliance ACI Specialty Benefits works in accordance with state and federal regulations, including HIPAA, to ensure strict confidentiality. Privacy is protected by law. When it is felt that the best interest of the employee could be served by disclosure, the employee is asked to sign an informed consent to release confidential information. No individual reports are provided,except with the written authorization of the employee. NOW USING: AM ACI Specialty Benefits I The County of Fresno Employee Assistance Program Program Managemcnt 27 it ACI is a full-service international Employee Assistance Program (EAP) provider with over 27 years of experience dedicated to providing EAP, Student Assistance, Work/Life and Wellness services. ACI has successfully balanced the responsibilities of a large benefits provider with the appeal of a high-touch service-oriented business. ACI offers innovative and customized services designed to make each employee more productive and successful in the workplace and at home. 4.1Founder's Message As CEO of ACI Specialty Benefits, I have been proud to oversee nearly 30 years of continued growth. ACI first made the Top-Ten list of EAPs in 2002, and has remained on top with a demonstrated commitment to innovation, industry leadership, and high- level service. ACI was America's first specialty benefits corporation. As the CEO I see our best years . ahead.Always innovative and hands on,ACI's current products encompass EAP, SOAR: % Student Outreach, Assistance, and Resources, CORE Wellness, and Leverage Concierge benefits. With each innovation we have strengthened ACI's service team and newly invigorated each product with a host of exciting online tools and modules for convenient access to information and services. From EAP counseling to concierge, each of ACI's products represents a piece of the puzzle in ACI's holistic approach to solving complex challenges,enhancing personal growth, and strengthening corporate productivity. As ACI continues to grow, our dedicated staff remains committed to providing clients with the high level of service that ACI is known for. I feel humbled by the customer base that has placed its most valued asset—the employees—in the care of ACI programs. I know I speak for all of ACI's staff in saying that we are so grateful to provide these services and treasure the relationships we build with clients. ACI looks forward to a long future of fearlessly moving forward, building stronger programs, and providing businesses, employees and families with dynamic solutions to their ever-changing benefit needs. 4.2 ACI Company After a successful tenure as a college professor, Dr. Ann Clark decided to follow her entrepreneurial drive and pursue a new career that combined her psychological expertise with her desire to help people. In the summer of 1983, Dr. Clark founded ACI Specialty Benefits—originally an employee assistance program under the name Ann Clark Associates. Under Dr. Clark's leadership, the company has evolved, expanded and adapted its services to meet the diverse and changing needs of today's workforce. ACI introduced the award-winning AppleCore Wellness program in 2005, and launched FUSION— ACi's unique pairing of a full-service wellness program and top-ranked EAP—in 2008. In 2009, ACI pioneered a widely successful and groundbreaking approach to student assistance with SOAR: Student Outreach,Assistance„Resources,and acquired two major ACI 5peeialry Benefits The Councy of Fresno Employee Ass istance Program I ACI Company Background 28 corporations, Leverage Life and Life Care Services EAP. Due to unprecedented growth, ACI relocated and expanded offices in 2010,while nearly doubling staff. In 2011,ACI 2 unveiled myAClonline—a first-of-its-kind corporate concierge website as part of Leverage Concierge; and introduced the CORE platform for wellness, a transition from the popular AppleCore Wellness program. CORE wellness is a full-service wellness program with a customized online portal that gives employees unprecedented real-time access to wellness news, benefits, services, and initiatives tailored to personal health needs. 10, With an annual client retention rate of over 90% and record-breaking new sales each L�tvorsiYyF3usiness.cotn year, ACI's full spectrum of specialty benefits services—EAP, wellness, student assistance, work/life and concierge—now reaches over five million subscribers worldwide. Consistently ranked in the nation's Top-Ten EAPs since 2002, ACI's reputation for service and integrity contributes to its long-time success and client satisfaction. ACI's diverse clientele ranges from small regional businesses to large multi-sire corporations, including Fortune 500 companies, governments and municipalities, educational institutions,hospitals, transportation and retail industries. ACI remains a privately-owned specialty benefits corporation---meaning its priorities lie with its customers, not shareholders—headquartered in San Diego. cminz THE SAN DIEGO THE CAMERA NEVER LIES '+ R TIUBUNE ACI in the News: Skype Counseling The San Diego Union Tribune highlighted ACI's Skype counseling services in a front page article, "The Camera Never Lies;" and Human If,, Resource Executive magazine featured a full-length article by Dr. Clark, "Being y - Prepared for When Disaster Strikes." 4.3 Thought Leadership and Industry Expertise Front & Center: ACI's CEO Dr. Ann Clark and other high-ranking executives are regular fearured speakers at numerous national conferences including Society for Human Resource Management (SHRA4), Employee Benefits Forum & Expo, Benefits Selling Expo, PIHRA, HFMA, and EAPA, among numerous others. Topics range from "Healthy People, Healthy Bottom Line,"to"Conquering Recession Depression." In the News: ACT's extensive feature articles have been featured in USA Today, San Diego Union Tribune, Corporate Wellness Magazine, Business Insurance, Benefits Selling,Workforce Management Magazine, CA Broker Magazine, Human Resource Executive, and other notable ACC Specialty Benefit I The County of Fresno Employee Assistance Program I ACI Company Background 29 ---•-- publications. ACI's CEO, executive team,wellness and clinical staff are frequent contributors for f a variety of news stories. Top Awards: Recognized as a Top Ten EAP since 2002, Top 2012 Business by Diversity Business, Psychologically Healthy Workplace nominee, as well as one of San Diego's Healthiest Companies. ACI's leading executives have earned Most Admired CEO, HR Person of the Year, Women who Mean Business,and other top industry awards. ACI in the News: Clinical Expertise ACI CEO Dr. Ann Clark �. appeared on San Diego's Fox 5 news network providing clinical insight in the wake of two local tragedies. ` rE Social Media & Networking: From the San Diego Union Tribune to Human Resource Executive magazine, numerous publications have highlighted ACI's groundbreaking use of social media and networking in benefits communication and service delivery. Clients enjoy communicating with ACI through twitter (CaACISpecBenefits), blog (wordpress.acieap.com), faccbook and LinkedIn. ACI Specialty Benefits J The County of Fresno Employee Assistance Program I ACI Company Background 30 ..,,., i , 3f"£ g ° It Ali g X; a. .>.• ..- A_ h 1 k Y�• F fj k . - lir $1.35 PEPM 111M. All family members covered • Open to all family members, regardless of locarion • Includes dependents,spouses,domestic partners and all extended family ,/, ,` °%ice• • Face-to-face sessions for assessment, diagnosis, short-term problem resolution and referral, convenient locations • 24-hour toll-free access to a dedicated line • Nationwide network of 40,000 providers, including multilingual and multicultural specialists • 100% Follow-up for all requests, referrals and =_ services utilized 3 Sessions per 6 months for California employees ACI Specialty Benefits The County of Fresno Employee Assistance Program ( Cost Proposal 31 AIN s< ;r, \ i)i1llil�` ::, 1� "'iis • Af�inity'" Online work/life website \ • myACI App for mobile access ACi • Comprehensive promotional campaign' including electronic tr brochures,wallet cards,summary plan descriptions, posters, etc. • Virtual folder and dedicated landing page -. • Monthly HealthYMail e-newsletters • Quick Response (QR) Codes for instant access to information via smartphone IN Unbeatable Legal assistance for unlimited number of issues per year. Includes 60-minute in office or telephonic consultation and 25%discount for additional services. • Telephonic financial assistance for unlimited number of issues per year. Includes 30-day financial coaching benefit per issue and 90-day action plan take away. • Identity Theft Prevention/Recovery includes 60-minute consultation • Unlimited HR consultation and support for workplace challenges Unlimited Supervisory Referrals and clinical consultation services • Critical Incident Stress Management'for unlimited number of events • 2417 access to training videos on ACI's YouTube Channel • Unlimited Virtual and Onsite Management Trainings • Unlimited child care,elder care, and pet care referrals • Unlimited referrals and resources for personal services ■ Unlimited Virtual and Onsite Live`N Learn Seminars] • Unlimited Virtual and Onsite Employee Orientations • Quarterly utilization reports You a:. Rate a;SSl.11r 1pt Ws Rates based on an employee count of 5,313 • 3 year rate guarantee;quote valid for six months • Rate assumes no broker commission • Attendance minimum may apply along with 3-business day cancellation notice for onsite services ACI Specialty Benefits provides unlimited virrual markering materials. Printed materials available at an added cost. 2 Limited to 2 hours onsite per occurrence. 3Attendance minimum of 20 employees for onsire trainings and seminars;travel costs for trainers included. °Attendance minimum of 50 employees for onsite orientations;travel costs for trainers included ACI Specialty Benefits I The County of Fresno Employee Assistance Program I Cost Proposal 32 EXHIBIT B SELF-DEALING TRANSACTION DISCLOSURE FORM INSTRUCTIONS In order to conduct business with the County of Fresno (hereinafter referred to as "County"), members of a contractor's board of directors (hereinafter referred to as "County Contractor"), must disclose any self-dealing transactions that they are a party to while providing goods, performing services, or both for the County. A self-dealing transaction is defined below: "A self-dealing transaction means a transaction to which the corporation is a party and which one or more of its directors has a material financial interest" The definition above will be utilized for purposes of completing the disclosure form. INSTRUCTIONS (1) Enter board member's name,job title (if applicable), and date this disclosure is being made. (2) Enter the board member's company/agency name and address. (3) Describe in detail the nature of the self-dealing transaction that is being disclosed to the County. At a minimum, include a description of the following: a. The name of the agency/company with which the corporation has the transaction; and b. The nature of the material financial interest in the Corporation's transaction that the board member has. (4) Describe in detail why the self-dealing transaction is appropriate based on app►icable provisions of the Corporations Codes. (5) Form must be signed by the board member that is involved in the self-dealing transaction described in Sections (3) and (4). Form provided on following page. EXHIBIT B SELF-DEALING TRANSACTION DISCLOSURE FORM (1) Company Board Member Information: Name: Date: Job Title: (2) Company/Agency Name and Address: (3) Disclosure (Please describe the nature of the self-dealing transaction you are a party to) (4) Explain why this self-dealing transaction is consistent with the requirements of Corporations Code 5233 (a) (5) Authorized Signature Signature: Date: EXHIBIT B 1 AGREEMENT 2 3 THIS AGREEMENT is made and entered into this day of [Month] , [Year] , by 4 and between the COUNTY OF FRESNO, a Political Subdivision of the State of California, 5 hereinafter referred to as "COUNTY", and [Contractor] , a (Type of business) (Note to County 6 staff: Type of business the contractor is; such as a corporation — including the state in which they 7 are incorporated, e.g., a California corporation; a partnership; a private, non-profit corporation; or a 8 sole proprietorship), whose address is "[Contractor's Address]" , hereinafter referred to as 9 "CONTRACTOR". 10 WITNESSETH: 11 (Add WHEREAS Clauses) (Note to County staff: explains the need/purpose for the contract and 12 the process by which the Contractor was chosen) 13 NOW, THEREFORE, in consideration of the mutual covenants, terms and conditions herein 14 contained, the parties hereto agree as follows: 15 1. OBLIGATIONS OF THE CONTRACTOR 16 A. 17 B. (etc.) 18 2. OBLIGATIONS OF THE COUNTY 19 A. 20 B. (etc.) 21 3. TERM 22 The term of this Agreement shall be for a period of three (3) years, 23 commencing on (Effective Date) through and including (Last day of three year period) . This 24 Agreement may be extended for two (2) additional consecutive twelve (12) month periods upon 25 written approval of both parties no later than thirty (30) days prior to the first day of the next twelve 26 (12) month extension period. The (Title of department head) or his or her designee is authorized 27 to execute such written approval on behalf of COUNTY based on CONTRACTOR'S satisfactory 28 performance. -1- 1 4. TERMINATION 2 A. Non-Allocation of Funds - The terms of this Agreement, and the services to 3 be provided hereunder, are contingent on the approval of funds by the appropriating government 4 agency. Should sufficient funds not be allocated, the services provided may be modified, or this 5 Agreement terminated, at any time by giving the CONTRACTOR thirty (30) days advance written 6 notice. 7 B. Breach of Contract - The COUNTY may immediately suspend or terminate 8 this Agreement in whole or in part, where in the determination of the COUNTY there is: 9 1) An illegal or improper use of funds; 10 2) A failure to comply with any term of this Agreement; 11 3) A substantially incorrect or incomplete report submitted to the 12 COUNTY; 13 4) Improperly performed service. 14 In no event shall any payment by the COUNTY constitute a waiver by the COUNTY 15 of any breach of this Agreement or any default which may then exist on the part of the 16 CONTRACTOR. Neither shall such payment impair or prejudice any remedy available to the 17 COUNTY with respect to the breach or default. The COUNTY shall have the right to demand of 18 the CONTRACTOR the repayment to the COUNTY of any funds disbursed to the CONTRACTOR 19 under this Agreement, which in the judgment of the COUNTY were not expended in accordance 20 with the terms of this Agreement. The CONTRACTOR shall promptly refund any such funds upon 21 demand. 22 C. Without Cause - Under circumstances other than those set forth above, 23 this Agreement may be terminated by COUNTY upon the giving of thirty (30) days advance written 24 notice of an intention to terminate to CONTRACTOR. 25 5. COMPENSATION/INVOICING: (Note to County staff: If sales taxis 26 applicable and to be paid to an out-of-state vendor, it must be separated from the total 27 compensation and the vendor must have a California Sales Tax Permit Number.) COUNTY 28 agrees to pay CONTRACTOR and CONTRACTOR agrees to receive compensation as follows- -2- 1 "[Enter compensation]" . CONTRACTOR shall submit monthly invoices in triplicate to the County 2 of Fresno "[Enter Department Name]" . 3 In no event shall services performed under this Agreement be in excess of 4 "[Enter maximum contract amount]" during the term of this Agreement. It is understood that all 5 expenses incidental to CONTRACTOR'S performance of services under this Agreement shall be 6 borne by CONTRACTOR. (Note to County staff: If the number of days within which payment 7 must be made is specified, this paragraph must provide for payment after a minimum of forty-five 8 (45) days from date of receipt of invoice by the COUNTY.) 9 6. INDEPENDENT CONTRACTOR: In performance of the work, duties and 10 obligations assumed by CONTRACTOR under this Agreement, it is mutually understood and 11 agreed that CONTRACTOR, including any and all of the CONTRACTOR'S officers, agents, and 12 employees will at all times be acting and performing as an independent contractor, and shall act in 13 an independent capacity and not as an officer, agent, servant, employee, joint venturer, partner, or 14 associate of the COUNTY. Furthermore, COUNTY shall have no right to control or supervise or 15 direct the manner or method by which CONTRACTOR shall perform its work and function. 16 However, COUNTY shall retain the right to administer this Agreement so as to verify that 17 CONTRACTOR is performing its obligations in accordance with the terms and conditions thereof. 18 CONTRACTOR and COUNTY shall comply with all applicable provisions of 19 law and the rules and regulations, if any, of governmental authorities having jurisdiction over 20 matters the subject thereof. 21 Because of its status as an independent contractor, CONTRACTOR shall have 22 absolutely no right to employment rights and benefits available to COUNTY employees. 23 CONTRACTOR shall be solely liable and responsible for providing to, or on behalf of, its 24 employees all legally-required employee benefits. In addition, CONTRACTOR shall be solely 25 responsible and save COUNTY harmless from all matters relating to payment of 26 CONTRACTOR'S employees, including compliance with Social Security withholding and all other 27 regulations governing such matters. It is acknowledged that during the term of this Agreement, 28 CONTRACTOR may be providing services to others unrelated to the COUNTY or to this -3- 1 Agreement. 2 7. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT 3 A. The parties to this Agreement shall be in strict conformance with all 4 applicable Federal and State of California laws and regulations, including but not limited to 5 Sections 5328, 10850, and 14100.2 et seq. of the Welfare and Institutions Code, Sections 6 2.1 and431.300 et seq. of Title 42, Code of Federal Regulations (CFR), Section 56 et seq. of the 7 California Civil Code, Sections 11977 and 11812 of Title 22 of the California Code of Regulations, 8 and the Health Insurance Portability and Accountability Act (HIPAA), including but not limited to 9 Section 1320 D et seq. of Title 42, United States Code (USC) and its implementing regulations, 10 including, but not limited to Title 45, CFR, Sections 142, 160, 162, and 164, The Health 11 Information Technology for Economic and Clinical Health Act (HITECH) regarding the 12 confidentiality and security of patient information, and the Genetic Information Nondiscrimination 13 Act (GINA) of 2008 regarding the confidentiality of genetic information. 14 Except as otherwise provided in this Agreement, CONTRACTOR, as a 15 Business Associate of COUNTY, may use or disclose Protected Health Information (PHI) to 16 perform functions, activities or services for or on behalf of COUNTY, as specified in this 17 Agreement, provided that such use or disclosure shall not violate the Health Insurance Portability 18 and Accountability Act (HIP AA), USC 1320d et seq. The uses and disclosures of PHI may not be 19 more expansive than those applicable to COUNTY, as the "Covered Entity" under the HIP AA 20 Privacy Rule ( 45 CFR 164.500 et seq.), except as authorized for management, administrative or 21 legal responsibilities of the Business Associate. 22 B. CONTRACTOR, including its subcontractors and employees, shall protect, 23 from unauthorized access, use, or disclosure of names and other identifying information, including 24 genetic information, concerning persons receiving services pursuant to this Agreement, except 25 where permitted in order to carry out data aggregation purposes for health care operations [45 26 CFR Sections 164.504 (e)(2)(i), 164.504 (3)(2)(ii)(A), and 164.504 (e)(4)(i)] This pertains to any 27 and all persons receiving services pursuant to a COUNTY funded program. This requirement 28 applies to electronic PHI. CONTRACTOR shall not use such identifying information or genetic -4- 1 information for any purpose other than carrying out CONTRACTOR' s obligations under this 2 Agreement. 3 C. CONTRACTOR, including its subcontractors and employees, shall not 4 disclose any such identifying information or genetic information to any person or entity, except as 5 otherwise specifically permitted by this Agreement, authorized by Subpart E of 45 CFR Part 164 6 or other law, required by the Secretary, or authorized by the client/patient in writing. In using or 7 disclosing PHI that is permitted by this Agreement or authorized by law, CONTRACTOR shall 8 make reasonable efforts to limit PHI to the minimum necessary to accomplish intended purpose of 9 use, disclosure or request. 10 D. For purposes of the above sections, identifying information shall include, 11 but not be limited to name, identifying number, symbol, or other identifying particular assigned to 12 the individual, such as finger or voice print, or photograph. 13 E. For purposes of the above sections, genetic information shall include 14 genetic tests of family members of an individual or individual, manifestation of disease or disorder 15 of family members of an individual, or any request for or receipt of, genetic services by individual 16 or family members. Family member means a dependent or any person who is first, second, third, 17 or fourth degree relative. 18 F. CONTRACTOR shall provide access, at the request of COUNTY, and in 19 the time and manner designated by COUNTY, to PHI in a designated record set (as defined in 45 20 CFR Section 164.501), to an individual or to COUNTY in order to meet the requirements of 45 21 CFR Section 164.524 regarding access by individuals to their PHI. With respect to individual 22 requests, access shall be provided within thirty (30) days from request. Access may be extended if 23 CONTRACTOR cannot provide access and provides individual with the reasons for the delay and 24 the date when access may be granted. PHI shall be provided in the form and format requested by 25 the individual or COUNTY. 26 CONTRACTOR shall make any amendment(s) to PHI in a designated record 27 set at the request of COUNTY or individual, and in the time and manner designated by COUNTY 28 in accordance with 45 CFR Section 164.526. -5- 1 CONTRACTOR shall provide to COUNTY or to an individual, in a time and 2 manner designated by COUNTY, information collected in accordance with 45 CFR Section 3 164.528, to permit COUNTY to respond to a request by the individual for an accounting of 4 disclosures of PHI in accordance with 45 CFR Section 164.528. 5 G. CONTRACTOR shall report to COUNTY, in writing, any knowledge or 6 reasonable belief that there has been unauthorized access, viewing, use, disclosure, security 7 incident, or breach of unsecured PHI not permitted by this Agreement of which it becomes aware, 8 immediately and without reasonable delay and in no case later than two (2) business days of 9 discovery. Immediate notification shall be made to COUNTY's Information Security Officer and 10 Privacy Officer and COUNTY's DPH HIPAA Representative, within two (2) business days of 11 discovery. The notification shall include, to the extent possible, the identification of each individual 12 whose unsecured PHI has been, or is reasonably believed to have been, accessed, acquired, 13 used, disclosed, or breached. CONTRACTOR shall take prompt corrective action to cure any 14 deficiencies and any action pertaining to such unauthorized disclosure required by applicable 15 Federal and State Laws and regulations. CONTRACTOR shall investigate such breach and is 16 responsible for all notifications required by law and regulation or deemed necessary by COUNTY 17 and shall provide a written report of the investigation and reporting required to COUNTY's 18 Information Security Officer and Privacy Officer and COUNTY's DPH HIPAA Representative. This 19 written investigation and description of any reporting necessary shall be postmarked within the 20 thirty (30) working days of the discovery of the breach to the addresses below: 21 County of Fresno County of Fresno County of Fresno 22 Dept. of Public Health Dept. of Public Health Dept. of Internal Services 23 HIP AA Representative Privacy Officer Information Security Officer 24 (559) 600-6439 (559) 600-6405 (559) 600-5800 25 P.O. Box 11867 P.O. Box 11867 2048 N. Fine Street 26 Fresno, CA 93775 Fresno, CA 93775 Fresno, CA 93727 27 H. CONTRACTOR shall make its internal practices, books, and records 28 relating to the use and disclosure of PHI received from COUNTY, or created or received by the -6- 1 CONTRACTOR on behalf of COUNTY, in compliance with HIPAA's Privacy Rule, including, but 2 not limited to the requirements set forth in Title 45, CFR, Sections 160 and 164. CONTRACTOR 3 shall make its internal practices, books, and records relating to the use and disclosure of PHI 4 received from COUNTY, or created or received by the CONTRACTOR on behalf of COUNTY, 5 available to the United States Department of Health and Human Services (Secretary) upon 6 demand. 7 CONTRACTOR shall cooperate with the compliance and investigation reviews 8 conducted by the Secretary. PHI access to the Secretary must be provided during the 9 CONTRACTOR's normal business hours, however, upon exigent circumstances access at any 10 time must be granted. Upon the Secretary's compliance or investigation review, if PHI is 11 unavailable to CONTRACTOR and in possession of a Subcontractor, it must certify efforts to 12 obtain the information to the Secretary. 13 I. Safeguards 14 CONTRACTOR shall implement administrative, physical, and technical 15 safeguards as required by the HIP AA Security Rule, Subpart C of 45 CFR 164, that reasonably 16 and appropriately protect the confidentiality, integrity, and availability of PHI, including electronic 17 PHI, that it creates, receives, maintains or transmits on behalf of COUNTY and to prevent 18 unauthorized access, viewing, use, disclosure, or breach of PHI other than as provided for by this 19 Agreement. CONTRACTOR shall conduct an accurate and thorough assessment of the potential 20 risks and vulnerabilities to the confidential, integrity and availability of electronic PHI. 21 CONTRACTOR shall develop and maintain a written information privacy and security program 22 that includes administrative, technical and physical safeguards appropriate to the size and 23 complexity of CONTRACTOR's operations and the nature and scope of its activities. Upon 24 COUNTY' s request, CONTRACTOR shall provide COUNTY with information concerning such 25 safeguards. 26 CONTRACTOR shall implement strong access controls and other security 27 safeguards and precautions in order to restrict logical and physical access to confidential, 28 personal (e.g., PHI) or sensitive data to authorized users only. Said safeguards and precautions -7- 1 shall include the following administrative and technical password controls for all systems used to 2 process or store confidential, personal, or sensitive data: 3 1) Passwords must not be: 4 a. Shared or written down where they are accessible or recognizable by anyone else; 5 such as taped to computer screens, stored under keyboards, or visible in a work 6 area; 7 b. A dictionary word; or 8 c. Stored in clear text 9 2) Passwords must be: 10 a. Eight (8) characters or more in length; 11 b. Changed every ninety (90) days; 12 c. Changed immediately if revealed or compromised; and 13 d. Composed of characters from at least three (3) of the following four (4) groups from 14 the standard keyboard: 15 (1) Upper case letters (A-Z); 16 (2) Lowercase letters (a-z); 17 (3) Arabic numerals (0 through 9); and 18 (4) Non-alphanumeric characters (punctuation symbols). 19 CONTRACTOR shall implement the following security controls on each 20 workstation or portable computing device (e.g., laptop computer) containing confidential, personal, 21 or sensitive data: 22 1) Network-based firewall and/or personal firewall; 23 2) Continuously updated anti-virus software; and 24 3) Patch management process including installation of all operating 25 system/software vendor security patches. 26 CONTRACTOR shall utilize a commercial encryption solution that has received 27 FIPS 140-2 validation to encrypt all confidential, personal, or sensitive data stored on portable 28 electronic media (including, but not limited to, compact disks and thumb drives) and on portable -8- 1 computing devices (including, but not limited to, laptop and notebook computers). 2 CONTRACTOR shall not transmit confidential, personal, or sensitive data via 3 e-mail or other internet transport protocol unless the data is encrypted by a solution that has been 4 validated by the National Institute of Standards and Technology (NIST) as conforming to the 5 Advanced Encryption Standard (AES) Algorithm. CONTRACTOR must apply appropriate 6 sanctions against its employees who fail to comply with these safeguards. CONTRACTOR must 7 adopt procedures for terminating access to PHI when employment of employee ends. 8 J. Mitigation of Harmful Effects 9 CONTRACTOR shall mitigate, to the extent practicable, any harmful effect that 10 is suspected or known to CONTRACTOR of an unauthorized access, viewing, use, disclosure, or 11 breach of PHI by CONTRACTOR or its subcontractors in violation of the requirements of these 12 provisions. CONTRACTOR must document suspected or known harmful effects and the outcome. 13 K. CONTRACTOR' s Subcontractors 14 CONTRACTOR shall ensure that any of its contractors, including 15 subcontractors, if applicable, to whom CONTRACTOR provides PHI received from or created or 16 received by CONTRACTOR on behalf of COUNTY, agree to the same restrictions, safeguards, 17 and conditions that apply to CONTRACTOR with respect to such PHI and to incorporate, when 18 applicable, the relevant provisions of these provisions into each subcontract or sub-award to such 19 agents or subcontractors. 20 L. Employee Training and Discipline 21 CONTRACTOR shall train and use reasonable measures to ensure 22 compliance with the requirements of these provisions by employees who assist in the 23 performance of functions or activities on behalf of COUNTY under this Agreement and use or 24 disclose PHI and discipline such employees who intentionally violate any provisions of these 25 provisions, including termination of employment. 26 M. Termination for Cause 27 Upon COUNTY' s knowledge of a material breach of these provisions by 28 CONTRACTOR, COUNTY shall either: -9- 1 1) Provide an opportunity for CONTRACTOR to cure the breach or end 2 the violation and terminate this Agreement if CONTRACTOR does not cure the breach or end the 3 violation within the time specified by COUNTY; or 4 2) Immediately terminate this Agreement if CONTRACTOR has 5 breached a material term of these provisions and cure is not possible. 6 3) If neither cure nor termination is feasible, the COUNTY's Privacy 7 Officer shall report the violation to the Secretary of the U.S. Department of Health and Human 8 Services. 9 N. Judicial or Administrative Proceedings 10 COUNTY may terminate this Agreement in accordance with the terms and 11 conditions of this Agreement as written hereinabove, if: (1) CONTRACTOR is found guilty in a 12 criminal proceeding for a violation of the HIP AA Privacy or Security Laws or the HITECH Act; or 13 (2) a finding or stipulation that the CONTRACTOR has violated a privacy or security standard or 14 requirement of the HITECH Act, HIP AA or other security or privacy laws in an administrative or 15 civil proceeding in which the CONTRACTOR is a party. 16 O. Effect of Termination 17 Upon termination or expiration of this Agreement for any reason, 18 CONTRACTOR shall return or destroy all PHI received from COUNTY (or created or received by 19 CONTRACTOR on behalf of COUNTY) that CONTRACTOR still maintains in any form, and shall 20 retain no copies of such PHI. If return or destruction of PHI is not feasible, it shall continue to 21 extend the protections of these provisions to such information, and limit further use of such PHI to 22 those purposes that make the return or destruction of such PHI infeasible. This provision shall 23 apply to PHI that is in the possession of subcontractors or agents, if applicable, of 24 CONTRACTOR. If CONTRACTOR destroys the PHI data, a certification of date and time of 25 destruction shall be provided to the COUNTY by CONTRACTOR. 26 P. Disclaimer 27 COUNTY makes no warranty or representation that compliance by 28 CONTRACTOR with these provisions, the HITECH Act, HIP AA or the HIP AA regulations will be -10- 1 adequate or satisfactory for CONTRACTOR's own purposes or that any information in 2 CONTRACTOR's possession or control, or transmitted or received by CONTRACTOR, is or will 3 be secure from unauthorized access, viewing, use, disclosure, or breach. CONTRACTOR is solely 4 responsible for all decisions made by CONTRACTOR regarding the safeguarding of PHI. 5 Q. Amendment 6 The parties acknowledge that Federal and State laws relating to electronic data 7 security and privacy are rapidly evolving and that amendment of these provisions may be required 8 to provide for procedures to ensure compliance with such developments. The parties specifically 9 agree to take such action as is necessary to amend this agreement in order to implement the 10 standards and requirements of HIP AA, the HIP AA regulations, the HITECH Act and other 11 applicable laws relating to the security or privacy of PHI. COUNTY may terminate this Agreement 12 upon thirty (30) days written notice in the event that CONTRACTOR does nor enter into an 13 amendment providing assurances regarding the safeguarding of PHI that COUNTY in its sole 14 discretion, deems sufficient to satisfy the standards and requirements of HIP AA, the HIP AA 15 regulations and the HITECH Act. 16 R. No Third-Party Beneficiaries 17 Nothing express or implied in the terms and conditions of these provisions is 18 intended to confer, nor shall anything herein confer, upon any person other than COUNTY or 19 CONTRACTOR and their respective successors or assignees, any rights, remedies, obligations or 20 liabilities whatsoever. 21 S. Interpretation 22 The terms and conditions in these provisions shall be interpreted as broadly as 23 necessary to implement and comply with HIP AA, the HIP AA regulations and applicable State 24 laws. The parties agree that any ambiguity in the terms and conditions of these provisions shall be 25 resolved in favor of a meaning that complies and is consistent with HIP AA and the HIP AA 26 regulations. 27 T. Regulatory References 28 A reference in the terms and conditions of these provisions to a section in the -11- 1 HIPAA regulations means the section as in effect or as amended. 2 U. Survival 3 The respective rights and obligations of CONTRACTOR as stated in this 4 Section shall survive the termination or expiration of this Agreement. 5 V. No Waiver of Obligations 6 No change, waiver or discharge of any liability or obligation hereunder on any 7 one or more occasions shall be deemed a waiver of performance of any continuing or other 8 obligation, or shall prohibit enforcement of any obligation on any other occasion. 9 8. MODIFICATION: Any matters of this Agreement maybe modified from time 10 to time by the written consent of all the parties without, in any way, affecting the remainder. 11 9. NON-ASSIGNMENT: Neither party shall assign, transfer or sub-contract this 12 Agreement nor their rights or duties under this Agreement without the prior written consent of the 13 other party. 14 10. HOLD HARMLESS: CONTRACTOR agrees to indemnify, save, hold 15 harmless, and at COUNTY'S request, defend the COUNTY, its officers, agents, and employees 16 from any and all costs and expenses, damages, liabilities, claims, and losses occurring or 17 resulting to COUNTY in connection with the performance, or failure to perform, by 18 CONTRACTOR, its officers, agents, or employees under this Agreement, and from any and all 19 costs and expenses, damages, liabilities, claims, and losses occurring or resulting to any person, 20 firm, or corporation who may be injured or damaged by the performance, or failure to perform, 21 of CONTRACTOR, its officers, agents, or employees under this Agreement. 22 11. INSURANCE 23 Without limiting the COUNTY's right to obtain indemnification from 24 CONTRACTOR or any third parties, CONTRACTOR, at its sole expense, shall maintain in full 25 force and effect, the following insurance policies or a program of self-insurance, including but not 26 limited to, an insurance pooling arrangement or Joint Powers Agreement (JPA) throughout the 27 term of the Agreement: 28 -12- 1 A. Commercial General Liability 2 Commercial General Liability Insurance with limits of not less than One 3 Million Dollars ($1,000,000) per occurrence and an annual aggregate of Two Million Dollars 4 ($2,000,000). This policy shall be issued on a per occurrence basis. COUNTY may require 5 specific coverages including completed operations, products liability, contractual liability, 6 Explosion-Collapse-Underground, fire legal liability or any other liability insurance deemed 7 necessary because of the nature of this contract. 8 B. Automobile Liability 9 Comprehensive Automobile Liability Insurance with limits for bodily injury of 10 not less than Two Hundred Fifty Thousand Dollars ($250,000.00) per person, Five Hundred 11 Thousand Dollars ($500,000.00) per accident and for property damages of not less than Fifty 12 Thousand Dollars ($50,000.00), or such coverage with a combined single limit of Five Hundred 13 Thousand Dollars ($500,000.00). Coverage should include owned and non-owned vehicles used 14 in connection with this Agreement. 15 C. Professional Liability 16 If CONTRACTOR employs licensed professional staff, (e.g., Ph.D., R.N., 17 L.C.S.W., M.F.C.C.) in providing services, Professional Liability Insurance with limits of not less 18 than One Million Dollars ($1,000,000.00) per occurrence, Three Million Dollars ($3,000,000.00) 19 annual aggregate. 20 D. Worker's Compensation 21 A policy of Worker's Compensation insurance as may be required by the 22 California Labor Code. 23 CONTRACTOR shall obtain endorsements to the Commercial General Liability 24 insurance naming the County of Fresno, its officers, agents, and employees, individually and 25 collectively, as additional insured, but only insofar as the operations under this Agreement are 26 concerned. Such coverage for additional insured shall apply as primary insurance and any other 27 insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees shall be 28 excess only and not contributing with insurance provided under CONTRACTOR's policies herein. -13- 1 This insurance shall not be cancelled or changed without a minimum of thirty (30) days advance 2 written notice given to COUNTY. 3 Within Thirty (30) days from the date CONTRACTOR signs and executes this 4 Agreement, CONTRACTOR shall provide certificates of insurance and endorsement as stated 5 above for all of the foregoing policies, as required herein, to the County of Fresno, (Name and 6 Address of the official who will administer this contract), stating that such insurance coverage have 7 been obtained and are in full force; that the County of Fresno, its officers, agents and employees 8 will not be responsible for any premiums on the policies; that such Commercial General Liability 9 insurance names the County of Fresno, its officers, agents and employees, individually and 10 collectively, as additional insured, but only insofar as the operations under this Agreement are 11 concerned; that such coverage for additional insured shall apply as primary insurance and any 12 other insurance, or self-insurance, maintained by COUNTY, its officers, agents and employees, 13 shall be excess only and not contributing with insurance provided under CONTRACTOR's policies 14 herein; and that this insurance shall not be cancelled or changed without a minimum of thirty (30) 15 days advance, written notice given to COUNTY. 16 In the event CONTRACTOR fails to keep in effect at all times insurance 17 coverage as herein provided, the COUNTY may, in addition to other remedies it may have, 18 suspend or terminate this Agreement upon the occurrence of such event. 19 All policies shall be issued by admitted insurers licensed to do business in the 20 State of California, and such insurance shall be purchased from companies possessing a current 21 A.M. Best, Inc. rating of A FSC VI or better. 22 12. AUDITS AND INSPECTIONS: The CONTRACTOR shall at any time during 23 business hours, and as often as the COUNTY may deem necessary, make available to the 24 COUNTY for examination all of its records and data with respect to the matters covered by this 25 Agreement. The CONTRACTOR shall, upon request by the COUNTY, permit the COUNTY to 26 audit and inspect all of such records and data necessary to ensure CONTRACTOR'S compliance 27 with the terms of this Agreement. 28 If this Agreement exceeds ten thousand dollars ($10,000.00), CONTRACTOR -14- 1 shall be subject to the examination and audit of the Auditor General for a period of three (3) years 2 after final payment under contract (Government Code Section 8546.7). 3 13. NOTICES: The persons and their addresses having authority to give and 4 receive notices under this Agreement include the following: 5 COUNTY CONTRACTOR COUNTY OF FRESNO (click here to enter Contractor] 6 (click here to enter Countv Address] (click here to enter Contractor Address] (click here to enter Countv Address] (click here to enter Contractor Address]7 [click here to enter County City/State] [click here to enter Contractor City/State] 8 All notices between the COUNTY and CONTRACTOR provided for or 9 permitted under this Agreement must be in writing and delivered either by personal service, by 10 first-class United States mail, by an overnight commercial courier service, or by telephonic 11 facsimile transmission. A notice delivered by personal service is effective upon service to the 12 recipient. A notice delivered by first-class United States mail is effective three COUNTY business 13 days after deposit in the United States mail, postage prepaid, addressed to the recipient. A notice 14 delivered by an overnight commercial courier service is effective one COUNTY business day after 15 deposit with the overnight commercial courier service, delivery fees prepaid, with delivery 16 instructions given for next day delivery, addressed to the recipient. A notice delivered by 17 telephonic facsimile is effective when transmission to the recipient is completed (but, if such 18 transmission is completed outside of COUNTY business hours, then such delivery shall be 19 deemed to be effective at the next beginning of a COUNTY business day), provided that the 20 sender maintains a machine record of the completed transmission. For all claims arising out of or 21 related to this Agreement, nothing in this section establishes, waives, or modifies any claims 22 presentation requirements or procedures provided by law, including but not limited to the 23 Government Claims Act (Division 3.6 of Title 1 of the Government Code, beginning with section 24 810). 25 14. GOVERNING LAW: Venue for any action arising out of or related to this 26 Agreement shall only be in Fresno County, California. 27 The rights and obligations of the parties and all interpretation and performance 28 of this Agreement shall be governed in all respects by the laws of the State of California. -15- 1 15. DISCLOSURE OF SELF-DEALING TRANSACTIONS 2 This provision is only applicable if the CONTRACTOR is operating as a 3 corporation (a for-profit or non-profit corporation) or if during the term of the agreement, the 4 CONTRACTOR changes its status to operate as a corporation. 5 Members of the CONTRACTOR' Board of Directors shall disclose any self- 6 dealing transactions that they are a party to while CONTRACTOR is providing goods or 7 performing services under this agreement. A self-dealing transaction shall mean a transaction 8 to which the CONTRACTOR is a party and in which one or more of its directors has a material 9 financial interest. Members of the Board of Directors shall disclose any self-dealing 10 transactions that they are a party to by completing and signing a Self-Dealing Transaction 11 Disclosure Form, attached hereto as Exhibit A and incorporated herein by reference, and 12 submitting it to the COUNTY prior to commencing with the self-dealing transaction or 13 immediately thereafter. 14 16. ENTIRE AGREEMENT: This Agreement constitutes the entire agreement 15 between the CONTRACTOR and COUNTY with respect to the subject matter hereof and 16 supersedes all previous Agreement negotiations, proposals, commitments, writings, 17 advertisements, publications, and understanding of any nature whatsoever unless expressly 18 included in this Agreement. [If applicable, add the following In the event of any inconsistency in 19 interpreting the documents which constitute this Agreement, the inconsistency shall be resolved 20 by giving precedence in the following order of priority: (1) the text of this Agreement (excluding 21 Attachment "A" the COUNTY'S Request for Quotation/Proposal No. "[Enter RFQ/RFP No.]" and 22 the CONTRACTOR'S Quote/Proposal in response thereto), (2) Attachment "A"; (3) the 23 COLINTY'S Request for Quotation/Proposal No. "[Enter RFQ/RFP No.]"; and (4) the 24 CONTRACTOR'S quotation/proposal made in response to COUNTY'S Request for 25 Quotation/Proposal No. "[Enter RFQ/RFP No.]".] 26 27 28 -16- 1 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as 2 of the day and year first hereinabove written. 3 CONTRACTOR COUNTY OFFRESNO 4 (Authorized Signature) Gary E. Cornuelle 5 Purchasing Manager 6 Print Name &Title 7 8 9 Mailing Address 10 DATE: DATE: 11 REVIEWED & RECOMMENDED FOR APPROVAL 12 Department Head's Signature 13 14 APPROVED AS TO LEGAL FORM APPROVED AS TO ACCOUNTING FORM 15 County Counsel Auditor-Controller/Treasurer-Tax Collector 16 17 FOR ACCOUNTING USE ONLY: 18 ORG No.: [click to type type org] Account No.: [click to type type account] 19 Requisition No.: [click to type requisition number] 20 FCMC 10/12 21 G:\EB\OTHER BENEFITS\FLEX SPENDING ACCOUNTS\RFPS\FSA RFP 2017\EXHIBITS\EXHIBIT E-MODEL COUNTY CONTRACT.DOCX 22 23 24 25 26 27 28 -17- 1 IN WITNESS WHEREOF, the parties hereto have executed this Agreement 2 as of the day and year first hereinabove written. 3 CONTRACTOR COUNTY OFFRESNO 4 (Authorized Signature) Chairman, Board of Supervisors 5 6 Print Name &Title 7 8 9 Mailing Address 10 DATE: DATE: 11 REVIEWED & RECOMMENDED FOR APPROVAL 12 Department Head's Signature 13 14 APPROVED AS TO LEGAL FORM APPROVED AS TO ACCOUNTING FORM 15 County Counsel Auditor-Controller/Treasurer-Tax Collector 16 17 FOR ACCOUNTING USE ONLY: 18 ORG No.: [click to type type org] Account No.: [click to type type account] 19 Requisition No.: [click to type requisition number] 20 FCMC 06/11 G:\EB\OTHER BENEFITS\FLEX SPENDING ACCOUNTS\RFPS\FSA RFP 2017\EXHIBITS\EXHIBIT E-MODEL COUNTY CONTRACT.DOCX 21 22 23 24 25 26 27 28 -18- EXHIBIT C 2016 Open Enrollment Fair Schedule Date Location Address October 26 Main Health Fair 2220 Tulare St. Fresno, CA 93721 October 27 American Ave. Disposal Site 18950 W American Ave. Kerman, CA 93630 Kerman Regional Center 15180 West Whitesbridge October 28 Kerman, CA 93630 Coalinga Regional Center 311 Coalinga Plaza Dr. Coalinga, CA 93210 Air Fresno 2719 N. Air Fresno Dr. November 1 Fresno, CA 93726 Heritage Center 3151N. Millbrook Fresno, CA 93703 UMC Main Building 4455 E. Kings Canyon November 2 Fresno, CA 93702 Brix Mercer 1221 Fulton Mall Fresno, CA 93721 Selma Regional Center 3800 McCall Ave. November 3 Selma, CA 93662 Reedley Regional Center 1680 E. Manning Reedle , CA 93654 November 4 Senior Resource Center 2025 E. Dakota Fresno, CA 93726 COUNTY OF FRESNO CoU�,��C O 15 O ADDENDUM NUMBER: ONE (1 ) RFP NUMBER: 18-004 EMPLOYEE ASSISTANCE PROGRAM (EAP) Issue Date: August 30, 2017 Closing Date: September 14, 2017 at 2:00 PM All Question and Proposals must be electronically submitted to the Bid Page on Public Purchase. For assistance, contact Nick Chin at (559) 600-7110. NOTE THE FOLLOWING AND ATTACHED ADDITIONS, DELETIONS AND/OR CHANGES TO THE REQUIREMENTS OF REQUEST FOR PROPOSAL NUMBER: 18-004 AND INCLUDE THEM IN YOUR RESPONSE. PLEASE SIGN AND RETURN THIS ADDENDUM WITH YOUR PROPOSAL. ➢ The bid closing date has been moved to September 14, 2017 at 2:00 PM. Questions and Answers ACKNOWLEDGMENT OF ADDENDUM NUMBER ONE (11 TO RFP 18-004 COMPANY NAME: (PRINT) SIGNATURE: NAME & TITLE: (PRINT) Purchasing Use:NC:rrmh ORG/Requisition:89250200/8921 8001 05 G:\PUBLIC\RFP\FY 2017-18\18-004 EMPLOYEE ASSISTANCE PROGRAM(EAP)\18-004 ADDENDUM ONE(1).DOC (3/28/17) Addendum No. One (1) Page 2 Request for Proposal Number: 18-004 August 30, 2017 QUESTIONS & ANSWERS Q1: Please provide insight into the condition of the workforce. Are there specific issues facing your workforce (i.e. stress, morale, etc.) and HR? Have there been any major events in the last year(i.e. reductions in force, critical incidents, etc.)? A1: Through wellness surveys, staff have indicated that they'd like more information and support regarding stress-related issues. There have not been any County-wide events in the last year, there have been two (2) incidents where law enforcement officers were shot in the line of duty. Q2: Are there any improvements you would like to see related to your EAP? A2: The current vendor has provided satisfactory service. The County would like to see the EAP become more integral in the lives of our employees, so bidders should focus on expanding the EAP beyond current levels. Q3: Please provide additional insight into what is working well with your current program and what you would like to see improved. Do you have any current pain points? A3: The current vendor has provided satisfactory service. The County would like to see the EAP become more integral in the lives of our employees, so bidders should focus on expanding the EAP beyond current levels. Q4: Please describe the level of customization you would like in the communication materials? Le. wallet cards, posters, brochures, etc.? Does every employee receive communications or just the full time employees? A4: The County would like co-branded, professional-looking, color materials—printed, as well as digital— that can be distributed to employees. Please provide examples of the different types of communications available and, if possible, which communication types you have found to be successful for other clients. Only full-time benefited employees receive communications. Q5: The EAP will be happy to attend any health fairs, open enrollment meetings, or other on-site events requested by the County. The hours spend onsite for the event will be deducted from the bank of onsite hours. Is this acceptable? A5: Bidders will not be disqualified for deducting open enrollment meetings from the bank of onsite hours. However, the County strongly prefers that attending health fairs and open enrollment meetings should be separate from other on-site events. Q6: What is the employee population count on which pricing should be based? A6: 7,000 employees Q7: How long has ACI served as the County's EAP provider? A7: ACI has been the County's EAP provider since January 1, 2013. G:\PUBIIC\RFP\FY2017-18\18-004 ENPLOYEE ASSISTANCE PROGRAM(EAP)\18-004 ADDENDUMONE(1).DOC Addendum No. One (1) Page 3 Request for Proposal Number: 18-004 August 30, 2017 Q8: The current contract included a clause related to a potential 5% rate increase in years 4 and 5. Was the rate increase implemented? If yes, what is the current rate? A8: Rate increases were not implemented. Q9: The RFP requests resumes for trainers and counselors. We have an extensive network of counselors and trainers in the area. Are you really wanting resumes for our entire network or just for key clinical and training staff members? A9: Resumes for key clinical and training staff members will be sufficient. Q10: What will be required of the clients we list as references? Will you conduct a telephone interview, require a written reference response, etc.? A10: The County will conduct a short telephone interview or send a brief email questionnaire to references. Q11: Is the County's health plan self-funded? A11: The County has several self-funded health options and we offer fully-insured coverage through Kaiser Permanente. Q12: Why is the County requiring a minimum of 4 hours onsite for critical incident response? In our experience, every incident does not require a 4-hour response time. Some cases only require a counselor to be on-site for 2 hours. Is there any flexibility with the 4-hour timeframe based on the incident? The number of hours per incident also greatly affects cost. Al2: The County desires the flexibility to offer its employees up to 4 hours per C/SD without incurring additional costs. It is not required that each and every CISD be at least 4 hours. Q13: Please confirm the effective date is 1/1/18. A13: Confirmed. Q14: Please provide the total membership size, including the number of dependents. A14: There are approximately 7,000 County employees. The County does not have information regarding the number of dependents. Q15: How many mandatory/supervisory referral cases were handled in 2015? 2016? A15: The County does not use this service at this time. Q16: Is it the expectation that this rate will be guaranteed and held constant for 3 or 5 years? A16: That is the County's expectation. Q17: Please provide an employee zip code census so we may run a GeoAccess provider coverage report. A 17: Please refer to Exhibit F. G:APUBLICRFP\FY2017-18\18-004 ENPLOYEE ASSISTANCE PROGRAM(EAP)A18-004 ADDENDUMONE(1).DOC Addendum No. One (1) Page 4 Request for Proposal Number: 18-004 August 30, 2017 Q18: Please provide member demographic information. What percentage of the membership is male? What percentage of the membership is female? What is the average member age? A18: Approximately 58% Female and 42% Male. The average age is approximately 43 years. Q19: Please confirm that you want vendors to include Work Life services beyond what is provided as a standard digital solution (i.e. a telephonic Work Life solution). A19: Confirmed. The County is interested in telephonic and face to face services such as— but not limited to— financial planning and budgeting. Q20: Does the County provide member and employee email addresses to the current EAP vendor for email communications? A20: Email addresses are not currently provided. Q21: Please provide copies of 2014, 2015 and 2016 EAP utilization reports. A21: Please refer to Exhibit D. Q22: Please provide the actual number of hours (not number of event) of the following services utilized in each of the last 3 years: • Onsite critical incident response • Onsite training • Webinar training A22: Please refer to Exhibit E. Q23: Please provide further EAP utilization information by identifying the average number of visits per EAP episode for each of the years 2016-2013. Also please confirm that is the number provided in the RFP is EAP episodes per year and not the total number of EAP visits. A22: 2014: 853 hours/369 = 2.3 sessions per case 2015: 806 hours/357 = 2.3 sessions per case 2016: 809 hours/351 = 2.3 sessions per case Q23: Please provide the historical utilization of training seminars for each of the past 4 years. Provide the number of seminars (if different than the onsite events listed). Please also provide number of training hours used broken down by employee orientation hours and supervisor training hours. A23: Please refer to Exhibit E. Q24: Please provide further CISD utilization information by identifying the number of hours used each year. A24: Please refer to Exhibit E. G:APUBLICRFP\FY2017-18\18-004 ENPLOYEE ASSISTANCE PROGRAM(EAP)A18-004 ADDENDUMONE(1).DOC Addendum No. One (1) Page 5 Request for Proposal Number: 18-004 August 30, 2017 Q25: Please provide the number of webinars provided in each of the past four years. A25: Please refer to Exhibit E. Q26: How many confirmed face-to-face EAP cases were conducted in 2015? 2016? A26: 2014: 853 2015: 806 2016: 809 Q28: How many EAP calls were handled in 2015? 2016? A28: Please note that our current vendor refers to "new cases"as "calls" 2014: 551 2015: 651 2016: 633 Q29: Please clarify that the County does want three years of audited financial statements with the proposal submission. A29: Refer to Item F. on Page 18 of the RFP. "Copies of the audited Financial Statements for the last three (3) years for the agency or program that will be providing the service(s) proposed. If audited statements are not available, compiled or reviewed statements will be accepted with copies of three years of corresponding federal tax returns. This information is to be provided after the RFP closes, if requested. Do not provide with your proposal." Q30: Please elaborate on the requirement for page numbering of our submission. Do vendors need to match the page numbers provided on the required forms in the RFP document, or should vendors just ensure their proposal has sequential page numbers? A30: Number the pages of your proposal sequentially. Q31: Please provide a Word version of the RFP and required forms. A31: Documents available in Word format have been uploaded to the Bid Page. G:APUBLICRFP\FY2017-18\18-004 ENPLOYEE ASSISTANCE PROGRAM(EAP)A18-004 ADDENDUMONE(1).DOC Addendum No. One (1) Page 6 Request for Proposal Number: 18-004 August 30, 2017 EXHIBITS D. 2014-2016 Utilization Reports E. ACI County of Fresno Statistics F. Zip Code Census G:\PUBIIC\RFP\FY2017-18\18-004 ENPLOYEE ASSISTANCE PROGRAM(EAP)\18-004 ADDENDUMONE(1).DOC County of Fresno (AKA Fresno County) EXHIBIT D s���Q4 BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Utilization Summary and Analysis y co U r COUNTY OF FRESNO (AKA FRESNO COUNTY) January 1, 2016 - December 31, 2016 Projected Annual Rate: 11.4% Overall Utilization There were 633 new contacts. 8 were referred by Email, 27 were referred by Family Member, 1 was referred by Health Fair, 131 were referred by Human Resources, 11 were referred by Intranet, 3 were referred by ACI Portal, 1 was referred by Onsite Event, 7 were referred by Orientation/Training, 17 were referred by Other Employee, 111 were referred by Poster/ Brochure, 3 were referred by Supervisor- Informal, 252 had Used Before, 61 were referred by Website. The presenting problems were: Alcohol, Drugs, Emotional, Family/Child, Marital/ Relationship, Personal Services, Work Stress and WorkLife. 32 new contacts were for a Family Member and 598 new contacts were self-initiated. Emotional and Stress (39.0 0%) WorkLife 139.0%) Marriage and Family(15-8`,c) i Personal Services(5.5%) Drug and Alcohol(0,6"o) ACI states that all materials herein are proprietary and must be kept confidential. Page 1 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Work/Life Utilization In this time period there were 247 cases that were opened: 6.9 % of the cases were Child Care, 0.4 % of the cases were Not Selected, 1.2 % of the cases were Education, 18.6 % of the cases were Program Consultation, 1.2 % of the cases were Elder Care, 56.7 % of the cases were Legal, 12.6 % of the cases were Financial, 1.6 % of the cases were Financial Hardship, 0.8 % of the cases were Pet Care. Legal was the most utilized with 140 cases. ACI Specialty Benefits is committed to addressing the needs of today's flexible, tech- savvy workforce with 24/7 access to services and resources through mobile apps, employee landing pages, social media messaging, online videos and blogs. From highly- customized child, pet and elder care referrals to legal and financial services, ACT's comprehensive work-life benefits support a new generation of employees and family members. ACI Specialty Benefits has been recognized for walking the walk when it comes to work- life balance. From receiving the 2016 When Work Works Award and the WorldatWork Seal of Distinction, to appearing on Workforce's EAP Hot List, ACI understands modern employees. To address the needs of today's flexible, tech-savvy workforce, ACI offers 24/7 access to services and resources through mobile apps, employee landing pages, social media messaging, online videos and blogs. From highly-customized child, pet and elder care referrals to legal and financial services, ACT's comprehensive work-life benefits support a new generation of employees and family members. October is National Work and Family Month, a time to focus on the work-life needs and everyday challenges of employees and their family members. Due to today's 24/7 work environment, making employees' lives easier is key. As your partner for the new workforce, ACI offers 24/7 access to services and resources through mobile apps, employee landing pages, social media messaging, online videos and blogs. From highly- customized child, pet and elder care referrals to legal and financial services, ACT's comprehensive work-life benefits support a new generation of employees and family members. ACI is passionate about making a positive impact on the lives of all who reach out for services, and happily extends benefits to all family members. ACI offers all-inclusive caretaking support, legal and financial services and highly-customized referrals and resources for any personal or professional need. By providing personalized work-life referrals for employees and family members, from pet-sitting and tax preparation to education resources and moving companies, ACI's services are an effective way to reduce employee stress and enhance productivity for the ultimate ROI - return on individual. Training and Onsite Services January 2016 Topic Date Start Duration Type Location CISD 1/6/2016 1:30 PM 2.00 CISD Fresno,CA "=Training Cancelled; —=Training on Hold March 2016 Topic Date Start Duration Type Location Stress: How to Deal 3/29/2016 11:00 AM 1.00 Just-Do-It Fresno,CA A=Training Cancelled; —=Training on Hold ACI states that all materials herein are proprietary and must be kept confidential. Page 2 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report April 2016 Topic Date Start Duration Type Location CISD 4/15/2016 8:30 AM 8.00 CISD Fresno,CA CISD 4/25/2016 9:00 AM 2.00 CISD Fresno,CA A=Training Cancelled; —=Training on Hold May 2016 Topic Date Start Duration Type Location CISD 5/2/2016 2:00 PM 2.00 CISD Fresno,CA Passing the Torch 5/18/2016 1:00 PM 1.00 Webinar A=Training Cancelled; —=Training on Hold July 2016 Topic Date Start Duration Type Location CISD 7/5/2016 9:00 AM 2.00 A CISD Fresno,CA A=Training Cancelled; —=Training on Hold August 2016 Topic Date Start Duration Type Location Time Management 8/10/2016 11:00 AM 1.00 Webinar *Mood Food 8/24/2016 11:00 AM 1.00 Webinar CISD 8/30/2016 9:30 AM 2.00 CISD Fresno,CA A=Training Cancelled; —=Training on Hold September 2016 Topic Date Start Duration Type Location Building a Better Team 9/7/2016 11:00 AM 1.00 Webinar CISD 9/13/2016 11:00 AM 0.00 A CISD Fresno,CA *Stretch and Strengthen At Your Desk 9/21/2016 11:00 AM 1.00 Webinar A=Training Cancelled; —=Training on Hold October 2016 Topic Date Start Duration Type Location *Reducing Your Risk for Cancer 10/12/2016 11:00 AM 1.00 Webinar Wellness Fair 10/26/2016 7:30 AM 6.50 Fairs Fresno,CA A=Training Cancelled; —=Training on Hold November 2016 Topic Date Start Duration Type Location Health Fair 11/1/2016 9:30 AM 2.00 Fairs Fresno,CA Health Fair 11/1/2016 2:00 PM 2.00 Fairs Fresno,CA Health Fair 11/2/2016 9:30 AM 2.00 Fairs Fresno,CA Health Fair 11/2/2016 2:00 PM 2.00 Fairs Fresno,CA Health Fair 11/3/2016 9:30 AM 2.00 Fairs Selma,CA Health Fair 11/3/2016 2:00 PM 2.00 Fairs Reedley,CA Health Fair 11/4/2016 9:30 AM 2.00 Fairs Fresno,CA Employee Engagement 11/16/2016 10:OOAM 1.00 Webinar Setting SMART Goals 11/30/2016 11:00 AM 1.00 Webinar CA A=Training Cancelled; —=Training on Hold December 2016 Topic Date Start Duration Type Location CISD 12/2/2016 1:00 PM 2.00 CISD Fresno,CA ACI states that all materials herein are proprietary and must be kept confidential. Page 3 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report CISD 12/2/2016 1:00 PM 2.00 CISD Fresno,CA CISD 12/5/2016 9:00 AM 3.00 CISD Fresno,CA CISD 12/5/2016 12:00 PM 4.00 CISD Fresno,CA *Holiday Survival 12/7/2016 11:00 AM 1.00 Webinar CA A=Training Cancelled; —=Training on Hold Training Comment: ACI is pleased to have provided training services that met organizational needs during the second quarter of 2017. This quarter, ACI delivered the Quarterly Management Training Series webinar"The Secret to Engagement: Stress Management." Next quarter, look for the upcoming "Plan for the Future with Leadership Development" training. Visit ACT's YouTube channel for 24/7 access to more trainings and popular videos. For consultation, support services and flexible training options tailored to your workplace, contact ACI at 800-932-0034 and ask to speak with a member of the training team, or email ACI at training@acispecialtybenefits.com. Newsletters ACI provided the following HealthYMails this quarter: 5 Tips to Achieve Any Goal; A 7- Day Guide to Happiness; Financially Fit in 5 Simple Steps; Spring Clean Your Life in 5 Simple Steps; 9 Ways to Maximize Family Time; 7 Apps for Emotional Wellness; 5 Ways to Support Veterans in the Workplace; Work Smarter, Not Harder; Loving Your Job Is a Skill; Treat Yourself; Focus on Family; A Holiday Message from CEO Dr. Ann Clark. Formal Referrals The Supervisory Referral process is a powerful yet easy-to-use tool for managers to address employee behavior concerns. Examples of workplace issues that can be resolved through this process include: difficulty working with others, anger management, substance abuse, loss of productivity, absenteeism, and more. The Supervisory Referral process reduces the amount of time managers spend dealing with workplace issues and maximizes the potential for issues to be resolved. To begin a Supervisory Referral, or for more information or consultation, contact the ACI Clinical Department at 800-932-0034. Number of Formal Referrals: 0 Number of Informal Referrals: 3 ACI states that all materials herein are proprietary and must be kept confidential. Page 4 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Utilization Hours Onsite Services and Webinars 59.50 Employee Assessment 809.00 Consultation: Work/Life & Concierge 570.00 Consultation: Employee Consultation 30.00 Consultation: Supervisor, Management and Outside Consultants 183.00 Total Program Hours this Period: 1,651.50 Utilization Comments The global revenue from wearable technology is expected to reach 53 billion U.S. dollars in 2019, more than ten times its value five years prior. Today's employees are interacting with more devices than ever before, from smartphones and tablets to smartwatches and fitness trackers. ACI Specialty Benefits utilizes the latest mobile, global and social technology to engage users in every way possible. From videos on Youtube to live chat, online intake, mobile app and text access to services, ACI provides on-demand benefits and resources to meet tech-savvy employees' needs 24/7. Today's workforce is known for being tech-savvy, socially motivated and multi- generational. By 2025, 75% of the workforce will be millennials. With 50% of ACI Specialty Benefits made up of millennials, ACI understands the needs of modern employees and is proud to be your partner for the new workforce. By utilizing the latest mobile, global and social technology, ACI engages users in every way possible. From videos on Youtube to live chat, online intake, mobile app and text access to services, ACI provides on-demand benefits and resources to meet global employees needs 24/7. With the rise of Millennials in the workplace and 24/7 work-life blending, employees expect much more from employers than a paycheck. Businesses are tasked with recognizing and addressing ever-changing workforce needs, and supporting employees both personally and professionally. ACI's contemporary EAP offers a wide range of creative perks and innovative services to support employees and employers, and to enhance workplace resiliency. ACI goes above and beyond to offer a clients an unparalleled EAP partnership and positively impact retention, engagement and performance, with benefits including: comprehensive threat assessment and critical incident response services; 24/7 access to support; and all-inclusive caretaking resources and referrals. ACI's Top Ten EAP continues to be on the forefront of emotional wellness benefits and technology with 24/7 access to services. ACI reminds customers that behind every phone call, text, chat and email request is a real person, ready to listen and ready to help, even in times of crisis. When nearly 200 client families lost everything in the Louisiana flooding, ACI responded with same-day assistance and emergency resources. ACI was also on the ground within 24 hours supporting Dallas shooting victims' families, and helping families rebuild after the San Bernardino wildfires. As your partner for the new workforce, ACI will provide personalized support, management consultation and exceptional care to help employees, families and businesses overcome any challenge. From 1/1/2016 to 12/31/2016, County of Fresno (AKA Fresno County) achieved an annualized utilization rate of 11.4%. With ACI 's data calculated in real-time, annualized utilization rates presented in this report may be subject to a <2% variation. This decreased from the previous Utilization period which was 12.2%. ACI states that all materials herein are proprietary and must be kept confidential. Page 5 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) * AC SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Primary Issue for Assessment Primary Issue New Previous Year To Quarter Date Alcohol 2 1 2 Drugs 2 0 2 Emotional 234 61 234 Family/Child 53 15 53 Marital/Relationship 47 18 47 Personal Services* 35 12 35 Substance Abuse/Family Member 0 1 0 Work Stress 13 4 13 WorkLife* 247 60 247 According to a recent study, family issues accounted for 21% of all unscheduled absences and personal needs accounted for 11% (Human Resources Management). ACI's comprehensive work/life services provide employees and their family members with the financial consultation, legal consultation, child care and elder care referrals, resources and support necessary to better manage life's everyday responsibilities while staying focused and productive at work. New Issues this Quarter WorkLife'(39%) Emotional(37%) Family/Child(8%) Marital/Relationship(7%) Personal Services'(6%) ME Work Stress(2%) = Other Issues"(1 %) 'Any WorkLife and Personal Services cases are detailed later In the report,and'Other Issues'includes Issues<t%_ ACI states that all materials herein are proprietary and must be kept confidential. Page 6 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) * ACI SIPMALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Primary Issue Breakout for Personal Services Referral Made New Previous Year To Quarter Date ACI Portal 2 0 2 Apartment Search 1 0 1 General Community-Based Resources 29 8 29 Home Services 2 0 2 Personal Services 1 0 1 New Issues this Quarter General Community-Based Resources(82.9°S) k Home Services(5.7%) IM ACI Portai(5.7%) Apartment Search(2.9%) 10 = Personal Services(2.9%) Primary Issue Breakout for Work/Life I— Previous Year To Referral Made New Quarter Date Child Care 17 0 17 Education 3 0 3 Elder Care 3 4 3 Financial 31 1 31 Financial Hardship 4 1 4 Legal 140 27 140 Not Selected 1 0 1 Pet Care 2 1 2 Program Consultation 46 26 46 New Issues this Quarter III Legal(56.7%) Program Consultation(18.6%) Financial(12.6%) Child Care(6.9%) Financial Hardship(1.6%) Education(1.2%) Elder Care(1.2%) Other Issues(1 %) ACI states that all materials herein are proprietary and must be kept confidential. Page 7 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report ACI states that all materials herein are proprietary and must be kept confidential. Page 8 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) fft CI W*1r A SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Demographic Data Gender New Previous Year To Quarter Date Female(74 %) Female 467 122 467 Male(26`%c) Male 165 40 165 � unknown(o%) Unknown 1 10 1 Age Range New Previous Quarter Year To Date Information not available 0 1 0 0-9 0 0 0 10-19 6 0 6 20-29 82 30 82 30-39 175 57 175 40-49 228 52 228 50-59 119 23 119 60-69 21 9 21 70-79 2 0 2 80-89 0 0 0 90-99 0 0 0 40-49(36 910 30-39(28 9/0) 50-59(19%) r R 20-29(13%) 60-69(3 9�0) Other(I %) Who is InitiatingPrevious Year To Contact with ACI New Quarter Date -information not 9 t self(94%) available Family Member(5%) Information not avail___ e Other(0 ,) Family Member Other ACI states that all materials herein are proprietary and must be kept confidential. Page 9 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) � i AC SPECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Employment Data Years Employed New Previous Year To Quarter Date < 6 Months 74 5 74 < 1 Year 38 11 38 1 - 5 Years 182 46 182 6 - 10 Years 75 25 75 11 - 15 Years 83 34 83 16-20 Years 136 40 136 20+Years 44 11 44 Information not available 1 0 1 1 -5 Years(29%) 16-20 Years(21 %) 11 -15 Years(13%) 6-10 Years(12%) <6 Months(12%) 20+Years(7%) <1 Year(6%) Information not available(0%) Job Category New Previous Year To Quarter Date Clerical 81 16 81 Labor 5 2 5 Management 8 0 8 Other 1 1 1 Production 1 0 1 Professional 463 124 463 Sales 0 0 0 Service 27 20 27 Supervisor 28 1 8 28 Technical 19 1 1 19 M Professional(73%) Clerical(13%) = Supervisor(4%) Service(4%) Technical(3%) Management(1 %) Other(1 %) ACI states that all materials herein are proprietary and must be kept confidential. Page 10 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) API PECIALTY BENEFITS 1/1/2016-12/31/2016 Employee Assistance Program Utilization Report Referral Source Referral Source New Previous Year To Quarter Date ACI Portal 3 0 3 Supervisor- Formal 0 0 0 Supervisor- Informal 3 0 3 Other Employee 17 2 17 Family Member 27 8 27 Human Resources 131 29 131 Orientation/Training 7 4 7 Poster/ Brochure 111 34 111 Health Fair 1 1 1 Intranet 11 2 11 Email 8 1 8 Website 61 30 61 Used Before 252 61 252 Onsite Event 1 0 1 M Used Before(40%) Human Resources(21 %) Poster/Brochure(18%) Website(10%) Family Member(4%) Other Employee(3%) Intranet(2%) Email(1 %) Orientation!Training(1 %) Supervisor-Informal(0%) 1111111110 ACI Portal(0%) Health Fair(0%) Onsite Event(0%) ACI states that all materials herein are proprietary and must be kept confidential. Page 11 A Corporate Resource For Employee Assistance Programs. Ref.:809 County of Fresno (AKA Fresno County) ��T `t 1 SPLCI,I LTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Utilization Summary and Analysis Go Ll COUNTY OF FRESNO (AKA FRESNO COUNTY) January 1, 2015 - December 31, 2015 Projected Annual Rate: 12% Overall Utilization There were 651 new contacts. 6 were referred by Email, 32 were referred by Family Member, 1 was referred by Health Fair, 141 were referred by Human Resources, 11 were referred by Intranet, 1 was referred by ACI Portal, 2 were referred by Onsite Event, 20 were referred by Orientation/Training, 23 were referred by Other Employee, 84 were referred by Poster/ Brochure, 4 were referred by Supervisor- Informal, 232 had Used Before, 94 were referred by Website. The presenting problems were: Alcohol, Drugs, Emotional, Family/Child, Marital/ Relationship, Personal Services, Substance Abuse/ Family Member, Work Stress and WorkLife. 44 new contacts were for a Family Member, 4 new contacts were for an Other and 589 new contacts were self-initiated. Emotional and Stress(33.5%) WorkLife(35.3",6 i 'AAA Marriage and Family(20.6"r6) — Personal Services(9.8%) ® Drug and Alcohol(0,8°o) ACI states that all materials herein are proprietary and must be kept confidential. Page 1 A Corporate Resource For Employee Assistance Programs. 1806 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Work/Life Utilization In this time period there were 230 cases that were opened: 5.2 % of the cases were Child Care, 3.0 % of the cases were Education, 26.1 % of the cases were Program Consultation, 2.6 % of the cases were Elder Care, 53.0 % of the cases were Legal, 6.5 % of the cases were Financial, 2.2 % of the cases were Financial Hardship, 1.3 % of the cases were Pet Care. Legal was the most utilized with 122 cases. 50 percent of Millennials cite "flexibility to balance life and work issues" as very important for job satisfaction. ACI's comprehensive work/life benefits, user-friendly technology, and 24/7 access to resources help this new generation of employees manage work and life responsibilities in order to thrive at work, at home, and everywhere in between. From highly-customized child, pet and elder care referrals to legal and financial services, ACI Specialty Benefits provides support for any personal, professional or family need. Forty-five percent of Millennials use personal smartphones for work purposes. ACI Specialty Benefits is committed to addressing the needs of this flexible, tech-savvy workforce with 24/7 access to services and resources through mobile apps, employee landing pages, social media messaging, online videos and blogs. From highly-customized child, pet and elder care referrals to legal and financial services, ACT's comprehensive work/life benefits support a new generation of employees and family members. Homing from work is the new workplace epidemic. From child, pet and eldercare responsibilities to legal and financial concerns, 93% of employees are spending multiple hours at work each week taking care of personal and family business. ACI's comprehensive work/life benefits help employers get back that time, with professional and highly-customized referrals and resources for all employee and family member needs. 50 percent of Millennials cite "flexibility to balance life and work issues" as very important for job satisfaction. ACI's comprehensive work/life benefits, user-friendly technology, and 24/7 access to resources help this new generation of employees manage work and life responsibilities in order to thrive at work, at home, and everywhere in between. From highly-customized child, pet and elder care referrals to legal and financial services, ACI Specialty Benefits provides support for any personal, professional or family need. Training and Onsite Services April 2015 Topic Date Start Duration Type Location CISD 4/20/2015 7:00 AM 2.00 CISD Fresno,CA CISD 4/27/2015 7:00 AM 1.25 CISD Fresno,CA ^=Training Cancelled; -=Training on Hold June 2015 Topic Date Start Duration Type Location Stress: How to Deal 6/24/2015 11:00 AM 0.00 Just-Do-It Fresno,CA CISD 6/29/2015 10:00 AM 2.00 CISD Fresno,CA A=Training Cancelled; -=Training on Hold July 2015 Topic Date Start Duration Type Location Coping with Change 7/31/2015 9:00 AM 1.00 Onsite Fresno,CA Coping with Change 7/31/2015 10:30 AM 1.50 Onsite Fresno,CA A=Training Cancelled; -=Training on Hold ACI states that all materials herein are proprietary and must be kept confidential. Page 2 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report August 2015 Topic Date Start Duration Type Location Identifying and Developing Leaders 8/19/2015 1:00 PM 1.00 Webinar Webinar A=Training Cancelled; —=Training on Hold September 2015 Topic Date Start Duration Type Location Building a Better Team 9/28/2015 11:00 AM 0.00 Just-Do-It Fresno,CA A=Training Cancelled; —=Training on Hold October 2015 Topic Date Start Duration Type Location Managing Conflict 10/12/2015 1:15 PM 1.00 A Onsite Fresno,CA EAP Orientation 10/12/2015 10:00 AM 1.00 A Onsite Clovis,CA Stress: How to Deal 10/12/2015 2:30 PM 1.00 A Onsite Fresno,CA Health Fair 10/12/2015 11:00 AM 1.00 A Fairs Clovis,CA CISD 10/13/2015 11:00 AM 0.00 A CISD Fresno,CA Health Fair 10/28/2015 7:30 AM 6.50 Fairs Fresno,CA A=Training Cancelled; —=Training on Hold November 2015 Topic Date Start Duration Type Location Health Fair 11/3/2015 9:30 AM 2.00 Fairs Fresno,CA Health Fair 11/3/2015 2:00 PM 2.00 Fairs Fresno,CA Health Fair 11/4/2015 9:30 AM 2.00 Fairs Fresno,CA Health Fair 11/4/2015 2:00 PM 2.00 Fairs Fresno,CA Health Fair 11/5/2015 9:30 AM 2.00 Fairs Reedley,CA Health Fair 11/5/2015 2:00 PM 2.00 Fairs Selma,CA Health Fair 11/6/2015 9:30 AM 2.00 Fairs Fresno,CA Health Fair 11/6/2015 2:00 PM 2.00 Fairs Fresno,CA A=Training Cancelled; —=Training on Hold Training Comment: ACI is pleased to have provided training services that met organizational needs during the second quarter of 2017. This quarter, ACI delivered the Quarterly Management Training Series webinar"The Secret to Engagement: Stress Management." Next quarter, look for the upcoming "Plan for the Future with Leadership Development" training. Visit ACI's YouTube channel for 24/7 access to more trainings and popular videos. For consultation, support services and flexible training options tailored to your workplace, contact ACI at 800-932-0034 and ask to speak with a member of the training team, or email ACI at training@acispecialtybenefits.com. Newsletters ACI provided the following HealthYMails this quarter: Best Apps to Achieve Your Goals; 5 Ways to Maximize Productivity; 10 Tips for Financial Wellness; 5 Ways to De-clutter E- clutter; 4 Tips for Better Work Relationships; 5 Tips for Coping in Times of Crisis; 5 Ways to Support Veterans in the Workplace; 5 Ways to Support Veterans in the Workplace; 6 Tips to Improve Leadership Skills; 5 Workplace Perks for Fall; 5 Tips for Modern Families; 5 Ways to Improve Performance; A Special Holiday Message. ACI states that all materials herein are proprietary and must be kept confidential. Page 3 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Formal Referrals The Supervisory Referral process is a powerful yet easy-to-use tool for managers to address employee behavior concerns. Examples of workplace issues that can be resolved through this process include: difficulty working with others, anger management, substance abuse, loss of productivity, absenteeism, and more. The Supervisory Referral process reduces the amount of time managers spend dealing with workplace issues and maximizes the potential for issues to be resolved. To begin a Supervisory Referral, or for more information or consultation, contact the ACI Clinical Department at 800-932-0034. Number of Formal Referrals: 0 Number of Informal Referrals: 4 ACI states that all materials herein are proprietary and must be kept confidential. Page 4 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Utilization Hours Onsite Services and Webinars 35.25 Employee Assessment 806.00 Consultation: Work/Life & Concierge 378.00 Consultation: Employee Consultation 60.00 Consultation: Supervisor, Management and Outside Consultants 161.00 Total Program Hours this Period: 1,440.25 Utilization Comments ACI understands what an important investment benefits programs are for every organization. To help our customers drive utilization and maximize ROI, ACI is excited to introduce MacroLife, a gamified platform for benefits engagement. MacroLife integrates ACI's current benefit offerings— Employee Assistance (EAP), Wellness, and Concierge— with each customer's full suite of additional benefits and corporate initiatives. Seamlessly integrated technology, customizable perks and services, and points and rewards for benefits participation help maximize employee performance and increase the value of benefits. ACI encourages all customers to speak with ACI's dedicated account management team for more information about increasing EAP utilization and enhancing their current benefits package with MacroLife. ACI Specialty Benefits offers innovative benefits technology solutions to boost employee engagement and benefits utilization. ACI is excited to announce that all EAP customers will soon have access to myAClonline, a robust website that provides 24/7 instant access to EAP and work/life benefits and resources, including online requests and referrals. For mobile access to benefits, ACI encourages all employees and family members to use the popular myACI mobile app, available for iOS and Android. MacroLife, ACI's newest product, is a gamified engagement platform that integrates employee benefits, corporate initiatives and rewards to drive benefits utilization. The first product of its kind, MacroLife serves as a single point of access for all company perks and initiatives, and employees earn real-time rewards for every benefit interaction. Learn more about MacroLife at www.gameofbenefits.com, and reach out to ACI's dedicated account management team for more information. ACI Specialty Benefits offers innovative benefits technology solutions to boost employee engagement and benefits utilization. ACI is excited to announce that all EAP customers will soon have access to myAClonline, a robust website that provides 24/7 instant access to EAP and work/life benefits and resources, including online requests and referrals. For mobile access to benefits, ACI encourages all employees and family members to use the popular myACI mobile app, available for iOS and Android. MacroLife, ACI's newest product, is a gamified engagement platform that integrates employee benefits, corporate initiatives and rewards to drive benefits utilization. The first product of its kind, MacroLife serves as a single point of access for all company perks and initiatives, and employees earn real-time rewards for every benefit interaction. Learn more about MacroLife at www.gameofbenefits.com, and reach out to ACI's dedicated account management team for more information. In 2015, ACI Specialty Benefits saw incredible user engagement with over 100,000 video views on Youtube, in addition to increases in live chat, online intake, mobile app and text access to services. Tech-savvy employees and family members are looking for on- demand benefits and resources to meet their needs 24/7. These trends point to a revolutionary benefit solution—MacroLife. ACI states that all materials herein are proprietary and must be kept confidential. Page 5 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report ACI's MacroLife is the ultimate enhancement for ACI benefit packages—a custom-built platform that integrates EAP, Wellness and Concierge services to streamline benefits communication and solve HR challenges. MacroLife serves as a single point of access for all company perks and initiatives, offering a seamless benefits experience with real- time rewards. Learn more about MacroLife at www.gameofbenefits.com. 10/28/15 -ACI's Director of Client Relations Karina Di Stasio and Sr. Account Executive Sandy Glashaw attended the Annual Fresno County Health Fair. The turnout was significant and the employees were very happy to hear about the different benefits of the EAP. From 1/1/2015 to 12/31/2015, County of Fresno (AKA Fresno County) achieved an annualized utilization rate of 12.0%. With ACI 's data calculated in real-time, annualized utilization rates presented in this report may be subject to a <2% variation. This was an increase over the previous Utilization period which was 8.6%. ACI states that all materials herein are proprietary and must be kept confidential. Page 6 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) * AC SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Primary Issue for Assessment Primary Issue New Previous Year To Quarter Date Alcohol 2 0 2 Drugs 1 0 1 Emotional 198 45 198 Family/Child 61 12 61 Marital/Relationship 73 16 73 Other 0 3 0 Personal Services* 64 6 64 Substance Abuse/Family Member 2 0 2 Work Stress 20 5 20 WorkLife* 230 32 230 According to a recent study, family issues accounted for 21% of all unscheduled absences and personal needs accounted for 11% (Human Resources Management). ACI's comprehensive work/life services provide employees and their family members with the financial consultation, legal consultation, child care and elder care referrals, resources and support necessary to better manage life's everyday responsibilities while staying focused and productive at work. New Issues this Quarter WorkLife"(35%) Emotional(30%) Marital/Relationship(11 %) Personal Services"(10%) Family I Child(9%) Work Stress(3%) Other Issues"(1 %) 'Any WorkLife and Personal Services cases are detailed later in the report,and'Other Issues'includes issues et% ACI states that all materials herein are proprietary and must be kept confidential. Page 7 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) * AC SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Primary Issue Breakout for Personal Services Referral Made New Previous Year To Quarter Date Apartment Search 1 0 1 Emergency/Transitional Housing 1 0 1 General Community-Based Resources 49 6 49 Home Services 1 0 1 Personal Services 3 0 3 Program Consultation 4 0 4 Relocation Services 1 0 1 Transportation 2 0 2 Travel 2 0 2 New Issues this Quarter General Community-Based Resources(76.6%) Program Consultation (6.3%) Personal Services(4.7%) Transportation(3.1%) _ Travel(3.1%) Relocation Services(1.6%) Apartment Search(1.6%) Emergency+Transitional Housing i 1.6%) Home Services(1.6%) ACI states that all materials herein are proprietary and must be kept confidential. Page 8 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) * AC SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Primary Issue Breakout for Work/Life Referral Made New Previous Year To Quarter Date Child Care 12 0 12 Education 7 0 7 Elder Care 6 0 6 Financial 15 6 15 Financial Hardship 5 1 5 Legal 122 15 122 Pet Care 3 1 1 1 3 Program Consultation 60 9 60 New Issues this Quarter wr Legal(53.0%) Program Consultation(26.1 %) Financial(6.5%) = Child Care(5.2%) = Education(3.0%) = Elder Care(2.6%) Financial Hardship(2.2%) Pet Care(1.3%) ACI states that all materials herein are proprietary and must be kept confidential. Page 9 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) 4P ACI L. SPECIALTY lr BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Demographic Data Gender New PreviousT Year To Quarter Date Female(73%) Female 474 90 474 Male(24 %) Male 155 28 155 W unknown (3%) Unknown 22 1 22 1 %WON Age Range New Previous Quarter Year To Date Information not available 1 0 1 0-9 0 0 0 10-19 5 1 5 20-29 103 16 103 30-39 191 27 191 40-49 209 41 209 50-59 109 27 109 60-69 33 7 33 70-79 0 0 0 80-89 0 0 0 90-99 0 0 0 IIIIIIIIIIIIIN 40-49(32%) 30-39(29%) = 50-59(17%) il 90 20-29(16%) 60-69(5%) Other(1 %) Who is Initiating Previous Year To Contact with ACI New Quarter Date Information n0 i self(90%) available w Family Member(7%) e � Information not avail... Other(1%) Family Member Other '. ACI states that all materials herein are proprietary and must be kept confidential. Page 10 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) 4* AC VWr SPECIALTY BENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Employment Data Years Employed New Previous Year To Quarter Date < 6 Months 35 5 35 < 1 Year 32 4 32 1 - 5 Years 156 21 156 6 - 10 Years 110 27 110 11 - 15 Years 141 25 141 16-20 Years 106 17 106 20+Years 67 20 67 Information not available 4 0 4 E3€ 1 -5 Years(24%) 11 -15 Years(22%) 1=I 6-10 Years(17%) 16-20 Years(16%) 20+Years(10%) M <6 Months(5%) <1 Year(5%) Information not available(1 %) Job Category New Previous Year To Quarter Date Clerical 70 15 70 Labor 3 0 3 Management 5 4 5 Other 1 2 1 Production 0 0 0 Professional 468 81 468 Sales 0 0 0 Service 66 2 66 Supervisor 31 1 13 31 Technical 7 1 2 7 Professional(72%) Clerical(11 °;6} Service(10 9oy Supervisor(5 4c) Technical(1 %) Other(1 %) ACI states that all materials herein are proprietary and must be kept confidential. Page 11 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) API ' PECIALTY EENEFITS 1/1/2015-12/31/2015 Employee Assistance Program Utilization Report Referral Source Referral Source New Previous Year To Quarter Date ACI Portal 1 1 1 Supervisor- Formal 0 0 0 Supervisor- Informal 4 2 4 Other Employee 23 6 23 Family Member 32 4 32 Human Resources 141 32 141 Orientation/Training 20 0 20 Poster/ Brochure 84 14 84 Health Fair 1 2 1 Intranet 11 2 11 Email 6 0 6 Website 94 15 94 Used Before 232 41 232 Onsite Event 2 0 2 jkL Used Before(36 9b) Human Resources(22%) Ut Website(14%) M Poster,' Brochure(13%) Family Member(5%) M Other Employee(4%) W Orientation i Training(3%) Intranet(2%) M Email(1 °rb) 11116, Supervisor- Informal(1 %) Onsite Event(0 0.) AC I Portal(0'1,'.) Health Fair(0",0) ACI states that all materials herein are proprietary and must be kept confidential. Page 12 A Corporate Resource For Employee Assistance Programs. Ref.:806 County of Fresno (AKA Fresno County) JP ACI SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Utilization Summary and Analysis CIO Px COUNTY OF FRESNO (AKA FRESNO COUNTY) January 1, 2014 - December 31, 2014 Projected Annual Rate: 10.2% Overall Utilization There were 551 new contacts. 32 were referred by Family Member, 2 were referred by Health Fair, 132 were referred by Human Resources, 13 were referred by Intranet, 1 was referred by ACI Portal, 8 were referred by Orientation /Training, 27 were referred by Other Employee, 128 were referred by Poster/Brochure, 4 were referred by Supervisor- Informal, 144 had Used Before, 60 were referred by Website. The presenting problems were: Alcohol, Drugs, Emotional, Family/Child, Marital / Relationship, Other, Personal Services, Substance Abuse/ Family Member, Work Stress and WorkLife. 34 new contacts were for a Family Member, 4 new contacts were for an Other and 513 new contacts were self-initiated. Emotional and Stress(41,0°4) Marriage and Family(24.9°'0) WorkLife(27.91/0 go Personal Services(42°r6 i Drug and Alcohol(1.1 %} Other(0.9%) ACI states that all materials herein are proprietary and must be kept confidential. Page 1 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Work/Life Utilization In this time period there were 154 cases that were opened: 1.3 % of the cases were Child Care, 0.6 % of the cases were Elder Care, 22.7 % of the cases were Program Consultation, 55.8 % of the cases were Legal, 14.3 % of the cases were Financial, 3.9 % of the cases were Financial Hardship, 1.3 % of the cases were Pet Care. Legal was the most utilized with 86 cases. According to a recent Gallup Poll, only 30% of employees are truly engaged and focused at work. The Harvard Business Review also claims that happier employees have 31% higher productivity, and are three times more creative than their unmotivated counterparts. In a world of incessantly rising demand, employers are seeking new ways of investing in their employees' success. ACI's work/life benefits offer complimentary assistance with a variety of personal issues, which ultimately lessens employee stress and increases job satisfaction and productivity. The growing trend of"homing from work"dominates the office landscape, with employees spending significant time during work hours taking care of important personal tasks. As many as two hours per employee per workday are used for things like finding a pet sitter or searching for affordable after-school programs—that's up to 25 percent of a regular 40-hour work week. ACT's comprehensive work/life benefits help employers get back that time, with professional and highly-personalized referrals and resources for all employee and family member needs. Nearly 70% of employees report that work is a significant source of stress in their lives, leaving little time to take care of personal or family needs. As a result, from paying bills online to scheduling doctor's appointments, busy professionals are now spending over 25% of their 40-hour work week tackling a variety of non-work-related tasks. ACI's comprehensive work/life benefits help employers get back that time, with professional and highly-customized referrals and resources for all employee and family member needs. Approximately 46% of employees report that job demands interfere with family life "sometimes" or"often," and one in three workers have passed up a job because it conflicted with family obligations. From child, pet and elder care responsibilities to legal and financial concerns, employees are spending multiple hours at work each week taking care of personal and family business. ACT's comprehensive work/life benefits help employers get back that time, with professional and highly-customized referrals and resources for all employee and family member needs. ACI states that all materials herein are proprietary and must be kept confidential. Page 2 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Training and Onsite Services January 2014 Topic Date Start Duration Type Location CISD 1/22/2014 9:00 AM 2.00 CISD Fresno,CA August 2014 Topic Date Start Duration Type Location CISD 8/22/2014 2:00 PM 2.00 CISD Fresno,CA September 2014 Topic Date Start Duration Type Location CISD 9/19/2014 1:00 PM 2.00 CISD Fresno,CA October 2014 Topic Date Start Duration Type Location Health Fair 10/22/2014 7:30 AM 6.50 Fairs Fresno,CA November 2014 Topic Date Start Duration Type Location How to Respond to a Critical Incident 11/19/2014 10:00 AM 1.00 Webinar Training Comment: ACI is pleased to have provided training services that met organizational needs during the second quarter of 2017. This quarter, ACI delivered the Quarterly Management Training Series webinar"The Secret to Engagement: Stress Management." Next quarter, look for the upcoming "Plan for the Future with Leadership Development" training. Visit ACT's YouTube channel for 24/7 access to more trainings and popular videos. For consultation, support services and flexible training options tailored to your workplace, contact ACI at 800-932-0034 and ask to speak with a member of the training team, or email ACI at training@acispecialtybenefits.com. Newsletters ACI provided the following HealthYMails this quarter: How to Think Less and Do More; Demystifying 4 Myths of Happiness; Financially Fit in 5 Simple Steps; Spring Clean Your Life in 5 Simple Steps; The Impact of Obsession on Daily Life; Digital Detox in 4 Simple Steps; Readjusting to Relationships; Address Workplace Bullying in 4 Simple Steps; 4 Ways to Ease Back-to-School Stress; Ease Holiday Stress with 4 Simple Tips; 7 Easy Ways to Pay it Forward; A Holiday Message from Dr. Ann Clark. ACI states that all materials herein are proprietary and must be kept confidential. Page 3 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Formal Referrals The Supervisory Referral process is a powerful yet easy-to-use tool for managers to address employee behavior concerns. Examples of workplace issues that can be resolved through this process include: difficulty working with others, anger management, substance abuse, loss of productivity, absenteeism, and more. The Supervisory Referral process reduces the amount of time managers spend dealing with workplace issues and maximizes the potential for issues to be resolved. To begin a Supervisory Referral, or for more information or consultation, contact the ACI Clinical Department at 800-932-0034. Number of Formal Referrals: 0 Number of Informal Referrals: 4 ACI states that all materials herein are proprietary and must be kept confidential. Page 4 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Utilization Hours Onsite Services and Webinars 13.50 Employee Assessment 853.00 Consultation: Work/Life & Concierge 238.00 Consultation: Employee Consultation 30.00 Consultation: Supervisor, Management and Outside Consultants 65.00 Total Program Hours this Period: 1,199.50 Utilization Comments ACI states that all materials herein are proprietary and must be kept confidential. Page 5 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report ACI customers can now instantly access benefits and services with the tap of a touchscreen using the myACI app. Available for free download on both IOS and Android, the myACI app allows customers to make direct requests for services and choose their preferred method of response, by either text, phone or email. Once a request is submitted, customers will hear back from one of ACI's intake specialists in seconds. Customers will have to enter a company code to get started, and ACT's Account Management Team has all the details, information and promotional materials ready to share. An added bonus, all of ACI's mobile apps are available for all family members— even abroad! ACI encourages all customers to download and use the myACI app, provide ACI with any feedback on the user experience, and contact ACI's account managers for any specific questions or additional support. ACI Specialty Benefits thanks you for your partnership that has helped us achieve 30 years of excellence—truly a milestone and certainly a tribute to the loyalty, trust and confidence you have placed in ACI. ACI recently unveiled the new and improved Veteran Connection, a one-stop site that offers extensive links and resources tailored to meet the needs of a broad spectrum of service members. Redesigned and updated with exclusive multimedia content, Veteran Connection is the ultimate guide for veterans and active duty military. Visit http://veteran- connection.com/. Have you tried the myACI app? Available for free download on both IOS and Android, the myACI app allows customers to make direct requests for services. Once a request is submitted, customers will receive a prompt response from one of ACI's intake specialists. ACI encourages all customers to download the myACI app, provide ACI with any feedback on the user experience and contact ACI's dedicated account managers for any specific concerns. Did you know that the average employee checks their phone over 150 times a day? That equates to at least once every 6.5 minutes of daily waking hours. Additionally, email is opened on average 48 hours after it is sent, compared to text messages opened on average within four minutes of being sent—making SMS 720 times faster and more effective than traditional email communication. ACI Specialty Benefits meets the current mobile demand in benefits with apps that provide instant access to benefits, a website with responsive design for mobile devices, and new text reminder services to improve the customer experience. ACI encourages all customers to download the myACI app, provide ACI with any feedback on the user experience and contact ACT's dedicated account management team for any specific concerns. About 60% of all Internet activity in the U.S. originates from mobile devices, and 86% of mobile usage is within apps. With mobile, global, and social features and access, ACI Specialty Benefits meets business and employee needs through transformative technology. Employee landing pages, mobile apps, websites with responsive design, text message reminders, a YouTube channel, and Virtual Folders for benefits management provide instant, 24/7 access to information and services. ACI encourages all customers to download the myACI app to take full advantage of EAP benefits, and ACI's dedicated account management team is always available to answer specific questions and provide additional support. From 1/1/2014 to 12/31/2014, County of Fresno (AKA Fresno County) achieved an annualized utilization rate of 10.2%. With ACI 's data calculated in real-time, annualized utilization rates presented in this report may be subject to a <2% variation. This was an increase over the previous Utilization period which was 7.5%. ACI states that all materials herein are proprietary and must be kept confidential. Page 6 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) * AC SPECIALTY" BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Primary Issue for Assessment Primary Issue New Previous Year To Quarter Date Alcohol 2 0 2 Drugs 2 1 2 Emotional 207 38 207 Family/Child 68 9 68 Marital/Relationship 69 17 69 Other 5 0 5 Personal Services* 23 3 23 Substance Abuse/Family Member 2 1 2 Work Stress 19 7 19 WorkLife* 154 29 154 Nearly$44 billion is lost by businesses and corporations each year due to the effects of depression, including lost productivity and lost work days (according to the Journal of AMA). Utilizing ACT's Employee Assistance Program services helps employees and family members better address everyday work and life issues affecting mental, emotional, and/or behavioral health. New Issues this Quarter p Emotional(38%) WorkLife"(28%) Marital/Relationship(13%) Family/Child(12%) Personal Services"(4%) Work Stress(3%) t,.J Other Issues"(2%) 'Any WorkLife and Personal Services cases are detailed later In the report,and'Other Issues'includes Issues<I% ACI states that all materials herein are proprietary and must be kept confidential. Page 7 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) * AC SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Primary Issue Breakout for Personal Services Referral Made New Previous Year To Quarter Date General Community-Based Resources 16 3 16 Home Services 1 0 1 Personal Services 2 0 2 Transportation 3 0 3 Travel 1 0 1 New Issues this Quarter = General Community-Based Resources(69.6%) Transportation(13.0%) = Personal Services(8.7%) Travel(4.3%) Home Services(4.3%) Primary Issue Breakout for Work/Life Referral Made New Previous Year To Quarter Date Child Care 2 0 2 Elder Care 1 0 1 Financial 22 6 22 Financial Hardship 6 0 6 Legal 86 20 86 Pet Care 2 0 2 Program Consultation 35 1 3 1 35 New Issues this Quarter L--- Legal(55.8%) Program Consultation(22.7%) Financial(14.3%) 11111110 Financial Hardship(3.9%) = Child Care(1.3%) M Pet Care(1.3%) Elder Care(0.6%) ACI states that all materials herein are proprietary and must be kept confidential. Page 8 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) *A* ACI CI W*1r SPECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Demographic Data Gender New Previous Year To Quarter Date Female(78%) Female 430 76 430 Male(22%) Male 120 29 120 unknown(o%) Unknown 1 0 1 Age Range New Previous Quarter Year To Date Information not available 1 1 1 0-9 0 0 0 10-19 3 1 3 20-29 62 13 62 30-39 163 30 163 40-49 179 27 179 50-59 107 28 107 60-69 36 5 36 70-79 0 0 0 80-89 0 0 0 90-99 0 0 0 111111M 40-49(32%) M 30-39(30%) 50-59(19%) 20-29(11 %) 60-69(7%) I� Other(1 %) Who is Initiating Previous Year To Contact with ACI New Quarter Date Self Self(93%) Family Member Family Member(6°6) Other(1 ?5) er amm +.gyp ACI states that all materials herein are proprietary and must be kept confidential. Page 9 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) *�� AC SPECIALTY Wwr BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Employment Data Years Employed New Previous Year To Quarter Date < 6 Months 19 9 19 < 1 Year 32 9 32 1 - 5 Years 91 19 91 6 - 10 Years 110 17 110 11 - 15 Years 139 22 139 16-20 Years 86 13 86 20+Years 71 15 71 Information not available 3 1 3 11 -15 Years(25%) 6-10 Years(20%) 1 -5 Years(17%) 16-20 Years(16%) 20+Years(13%) < 1 Year(6%) <6 Months(3%) Information not available(1 %) Job Category New Previous Year To Quarter Date Clerical 83 21 83 Labor 2 1 2 Management 10 1 10 Other 7 1 7 Production 0 0 0 Professional 343 54 343 Sales 0 0 0 Service 40 13 40 Supervisor 48 1 10 i 48 Technical 18 1 4 1 18 a Professional(62%) Clerical(IS%) M Supervisor(9%) Service(7%) Technical(3%) M Management(2%) Other(1%) 01 Labor(0%) ACI states that all materials herein are proprietary and must be kept confidential. Page 10 A Corporate Resource For Employee Assistance Programs. Ref.:853 County of Fresno (AKA Fresno County) API PECIALTY BENEFITS 1/1/2014-12/31/2014 Employee Assistance Program Utilization Report Referral Source Referral Source New Previous Year To Quarter Date ACI Portal 1 0 1 Supervisor- Formal 0 0 0 Supervisor- Informal 4 2 4 Other Employee 27 10 27 Family Member 32 8 32 Human Resources 132 37 132 Orientation/Training 8 7 8 Poster/ Brochure 128 23 128 Health Fair 2 0 2 Intranet 13 0 13 Email 0 0 0 Website 60 4 60 Used Before 144 13 144 Onsite Event 0 1 0 Used Before(26%) Human Resources(24%) - Poster/Brochure(23%) Website(11 %) Family Member(6%) Other Employee(5%) Intranet(2%) Orientation!Training(1 %) Supervisor-Informal(1 %) Health Fair(0%) ACI Portal(0%) ACI states that all materials herein are proprietary and must be kept confidential. Page 11 A Corporate Resource For Employee Assistance Programs. Ref.:853 AC T ACI County of Fresno Statistics EXHIBIT E PECVILTY 8/23/17 E3ENEF1 I`= Event/Year Hours Notes Onsite Critical Incident Response 2017 15.00 2016 27.00 Three events cancelled 2015 5.25 2014 8.00 Onsite Training 2017 0.00 2016 0.00 2015 2.50 Three 1-hour events cancelled 2014 0.00 Webinar Training 2017 10.00 Four 1-hour events scheduled for the remainder of the year 2016 9.00 2015 1.00 2014 1.00 Just-Do-It 2017 0.00 2016 1.00 "Stress: How to Deal" 2015 2.00 "Stress: How to Deal" and "Building a Better Team" 2014 0.00 Health Fairs 2017 0.00 2016 20.50 2015 22.50 One 1-hour event cancelled 2014 6.50 EXHIBIT F ID Postal 00008096 93657 00016106 93711 00001727 93725 00016422 93654 00001177 93711 00007438 93730 00015482 93630 00027293 93711 00027559 93637 00027478 93722 00023697 93722 00021264 93727 00012968 93712-0725 00021451 93725 00012762 93728 00025810 93618 00014450 93705 00026453 93703 00026875 93710 00014093 93722 00018254 93727 00020778 93714-0941 00017481 93720 00016313 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93730 00018974 93292 00011819 93612 00026886 93710 00025406 93723 00001167 93711 00004519 93704 00025544 93711 Exhibit B DEER OAKS E VICES County of Fresno RFP No. 18-004: Employee Assistance Program Due: September 14, 2017 by 2:00 PM ontact: Mr. Greg Brannan Director of Business Development & Training Deer Oaks EAP Services, LLC 126 E. Main Plaza, Ste. 8, San Antonio, TX 78205 Phone: (301) 829-0364 Email: gbrannan@deeroaks.com COUNTY OF FRESNO co xR�s� REQUEST FOR PROPOSAL NUMBER: 18-004 EMPLOYEE ASSISTANCE PROGRAM (EAP) Issue Date: August 8, 2017 Closing Date: September 7, 2017 at 2:00 PM All Questions and Proposals must be electronically submitted on the Bid Page on Public Purchase. For assistance.. contact Nick Chin at Phone (559) 600-7110. Undersigned agrees to furnish the commodity or service stipulated in the attached response at the prices and terms stated in this RFP. Bid must be signed and dated by an authorized officer or employee. Deer Oaks EAP Services, LLC COMPANY 126 E. Main Plaza, Ste. 1 ADDRESS San Antonio Texas 78205 CITY STATE ZIP CODE 30 829-0364 gbrannanrA�deeroaks.com TELEPHONE NUMBER E-MAIL ADDRESS SIG ATUR Paul Alan Boskind, Ph.D CEO PRINT NAME TITLE G!pubbc1RFPTY 2017-18118-004 Employee Assistance Program(EAP)118-004 Employee Assistance Program(EAP).doc PD-040(03/28117) COUNTY OF FRESNO 0 15660� ADDENDUM NUMBER: ONE (1 ) RFP NUMBER: 18-004 EMPLOYEE ASSISTANCE PROGRAM (EAP) Issue Date: August 30, 2017 Closing Date: September 14, 2017 at 2:00 PM All Question and Proposals must be electronically submitted to the Bid Page on Public Purchase. For assistance, contact Nick Chin at (559) 600-7110. NOTE THE FOLLOWING AND ATTACHED ADDITIONS, DELETIONS AND/OR CHANGES TO THE REQUIREMENTS OF REQUEST FOR PROPOSAL NUMBER: 18-004 AND INCLUDE THEM IN YOUR RESPONSE. PLEASE SIGN AND RETURN THIS ADDENDUM WITH YOUR PROPOSAL. is The bid closing date has been moved to September 14, 2017 at 2:00 PM. y Questions and Answers ACKNOWLEDGMENT OF ADDENDUM NUMBER ONE (1) TO RFP 18-004 COMPANY NAME: Deer oaks EAP services, LLC J/j (PRINT) / SIGNATURE: GL�G ':2_ � / NAME & TITLE: Paul Alan Boskind, Ph.D, CEO (PRINT) Purchasing Use:NCmh ORG/Requisition:89250200/8921800105 G:IPUBLfC1RFP\FY 2017-18118-004 EMPLOYEE ASSISTANCE PROGRAM(EAP)118-004 ADDENDUM ONE(1).DOC (3/28/17) September 13, 2017 VP Nick B Chin County of Fresno 4525 E. Hamilton Avenue, 2nd Floor Fresno, CA 93702 Re: RFP No. 18-004 for Employee Assistance Program (EAP) Dear Mr. Chin: It is with pleasure that Deer Oaks EAP Services (Deer Oaks), a Limited Liability Company, submits this official response to Fresno County's above mentioned RFP. We appreciate the opportunity to respond and guarantee the scope of services and rates quoted herein, as well as the financial stability and clinical and technical resources pertinent to the implementation, administration, and evaluation of the requested services. With more than two (2) decades of experience in the EAP & Work/Life industry, Deer Oaks is one of the most experienced EAPs working with public-sector employers. In fact, 95% of our book of business is comprised of public employers including municipalities, counties, state agencies, colleges, universities, school districts, and utilities. We currently cover approximately 1 million members nationally through our EAP and Work/life programming. Throughout our proposal, we have worked to demonstrate how Deer Oaks offers the most effective combination of integrated EAP, Work-life, and Organizational Development services for the County. Our integrated, holistic approach and client and employee-centric programming combined with aggressive program promotion will proactively assist members with both mental health and day-to-day issues, resulting in improved overall workforce productivity, well-being, engagement, and retention. We offer the County the full depth and breadth of services that you require with an added level of high-touch customer support at a competitive rate. We excel in the EAP Core Technologies and offer clinically-sound, holistic support to achieve efficient and thorough resolution of issues. We are committed to building a strategic partnership with the County and to deliver a program that will serve your needs not just now, but into the future. Deer Oaks appreciates the opportunity to compete for the County's business. We hope that the Evaluation Committee will find the proposal to be comprehensive and competitive. Should you have any questions or require further information about our proposal, please do not hesitate to contact: Mr. Greg Brannan, Director of Business Development &Training Ph. (301)829-0364 Fax: (210) 569-8157 Email: gbrannan@deeroaks.com. We would be honored to serve Fresno County, its employees, retirees, and their household members. Sincerely, Paul Alan Boskind, Ph.D CEO & Owner/ Deer Oaks EAP Services, LLC 126 E. Main Plaza Ste. 1, San Antonio,TX 78205 Table of Contents RFP Page 1 &Addenda Cover Letter Table of Contents Tab I: Required Forms A. Conflict of Interest Statement B. Trade Secrets C. Certification- Disclosure, Criminal History&Civil Action D. References E. Participation F. Exceptions TabII:Vendor Company Data ..............................................................................................................2 TabIII: Scope of Work ....................................................................................................................... 13 TabIV: Cost Proposal ........................................................................................................................ 51 Tab V: Checklist Attachments A. Letters of Reference B. GeoAccess Report Data C. 2017 Training Catalog D. 2017 Webinar Catalog E. Reports F. Sample Premium Work-Life Referral Packet G. Sample Communication Materials County ofFresnol 1 Employee Assistance Program Tab I: Required Forms A. Conflict of Interest Statement B. Trade Secrets C. Certification- Disclosure, Criminal History & Civil Action D. References E. Participation F. Exceptions Conflict of Interest Statement Deer Oaks has identified no potential conflicts of interest for this contract. Deer Oaks shall comply with all federal, state and local conflict of interest laws, statutes and regulations. Proposal No. 18-004 Page 20 TRADE SECRET ACKNOWLEDGEMENT I have read and understand the above"Trade Secret Acknowledgement." I understand that the County of Fresno has no responsibility for protecting information electronically submitted as a trade secret if it is not delivered in a separate PDF file named "Trade Secret' and marked as Confidential. i also understand that all information my company submits, except for that information electronically submitted in a separate PDF file named "Trade Secret' and marked as Confidential, are public records subject to inspection by the public. This is true no matter whether my company identified the information as proprietary. confidential or under any other such terms that might suggest restricted public access. Enter company name on appropriate line: Has submitted information identified as Trade Secrets in (company Name) a separate marked binder.*" Deer Oaks EAP Services Has not submitted information identified as Trade (Company Name) Secrets. Information submitted as proprietary confidential or under any other such terms that might suggest restricted public access will not be excluded from treatment as public record. ACKNOWLEDGED BY: 01' ) � � � 30 829-0364 L Sg ture Telephone Paul Alan Boskind, Ph.D, CEO 9/5/2017 Print Name and Title Date 126 E. main Plaza, Ste. 1 Address San Antonio TX 78205 city State Zip "Bidders brief statement that clearly sets out the reasons for confidentiality in conforming with the California Government Code definition. G:\Public\Rf P\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 F nplopee.Assistance Program (F.AP).doc Proposal No. 18-004 Page 21 DISCLOSURE - CRIMINAL HISTORY & CIVIL ACTIONS In their proposal, the bidder is required to disclose if any of the following conditions apply to them, their owners, officers, corporate managers and partners (hereinafter collectively referred to as"Bidder"): 1. Within the three-year period preceding the proposal, they have been convicted of, or had a civil judgment rendered against them for: a. fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (federal, state, or local)transaction or contract under a public transaction; b. violation of a federal or state antitrust statute; c. embezzlement, theft, forgery, bribery, falsification, or destruction of records; or d. false statements or receipt of stolen property 2. Within a three-year period preceding their proposal, they have had a public transaction (federal, state, or local)terminated for cause or default. Disclosure of the above information will not automatically eliminate a Bidder from consideration. The information will be considered as part of the determination of whether to award the contract and any additional information or explanation that a Bidder elects to submit with the disclosed information will be considered. If it is later determined that the Bidder failed to disclose required information, any contract awarded to such Bidder may be immediately voided and terminated for material failure to comply with the terms and conditions of the award. Any Bidder who is awarded a contract must sign an appropriate Certification Regarding Debarment, Suspension, and Other Responsibility Matters. Additionally, the Bidder awarded the contract must immediately advise the County in writing if, during the term of the agreement: (1) Bidder becomes suspended, debarred, excluded or ineligible for participation in federal or state funded programs or from receiving federal funds as listed in the excluded parties list system (http://www.epls.gov); or(2)any of the above listed conditions become applicable to Bidder. The Bidder will indemnify, defend and hold the County harmless for any loss or damage resulting from a conviction, debarment, exclusion, ineligibility or other matter listed in the signed Certification Regarding Debarment, Suspension, and Other Responsibility Matters. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 22 CERTIFICATION REGARDING DEBARMENT, SUSPENSION, AND OTHER RESPONSIBILITY MATTERS - PRIMARY COVERED TRANSACTIONS INSTRUCTIONS FOR CERTIFICATION 1. By signing and submitting this proposal, the prospective primary participant is providing the certification set out below. 2. The inability of a person to provide the certification required below will not necessarily result in denial of participation in this covered transaction. The prospective participant shall submit an explanation of why it cannot provide the certification set out below. The certification or explanation will be considered in connection with the department or agency's determination whether to enter into this transaction. However, failure of the prospective primary participant to furnish a certification or an explanation shall disqualify such person from participation in this transaction. 3. The certification in this clause is a material representation of fact upon which reliance was placed when the department or agency determined to enter into this transaction. If it is later determined that the prospective primary participant knowingly rendered an erroneous certification, in addition to other remedies available to the Federal Government, the department or agency may terminate this transaction for cause or default. 4. The prospective primary participant shall provide immediate written notice to the department or agency to which this proposal is submitted if at any time the prospective primary participant learns that its certification was erroneous when submitted or has become erroneous by reason of changed circumstances. 5. The terms covered transaction, debarred, suspended, ineligible, participant, person, primary covered transaction, principal, proposal, and voluntarily excluded, as used in this clause, have the meanings set out in the Definitions and Coverage sections of the rules implementing Executive Order 12549. You may contact the department or agency to which this proposal is being submitted for assistance in obtaining a copy of those regulations. 6. Nothing contained in the foregoing shall be construed to require establishment of a system of records in order to render in good faith the certification required by this clause. The knowledge and information of a participant is not required to exceed that which is normally possessed by a prudent person in the ordinary course of business dealings. G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 Page 23 CERTIFICATION (1)The prospective primary participant certifies to the best of its knowledge and belief, that it, its owners, officers, corporate managers and partners: (a) Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded by any Federal department or agency, (b) Have not within a three-year period preceding this proposal been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, State or local) transaction or contract under a public transaction; violation of Federal or State antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, or receiving stolen property: (c) Have not within a three-year period preceding this application/proposal had one or more public transactions (Federal, State or local) terminated for cause or default. (2) Where the prospective primary participant is unable to certify to any of the statements in this certification, such prospective participant shall attach an explanation to this proposal. Signature: L C Date: 9/�/2o�v Signature: Paul Alan Boskind, Ph.D, CEO Deer Oaks EAP Services, LLC (Printed Name&Title) (Name of Agency or Company) G:\Public\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 1sniployee Assistance Program(F:%P)Aoc Proposal No. 18-004 Page 24 REFERENCE LIST VENDOR MUST COMPLETE AND RETURN WITH REQUEST FOR PROPOSAL Firm: Deer Oaks EAP Services, LLC Provide a list of at least five (5) customers for whom you have recently provided similar services. Be sure to include all requested information. Reference Name: Bexar County, Texas Contact: Manuel Gonzalez, HR Benefits Address: 211 S. Flores Coordinator City San Antonio State: Texas Zip: 78204 Phone No.: ( 210 ) 335-2849 Project Date: 1/1/2004-Present Service Provided: Full scope of EAP and Work-life services including a 6 visit counseling model covering 4,800 employees. IS�poarie C"o'u'n£'y"'""7A ... .... Tim�Hansen,�HR Director Reference Name: Contact Address: 1101 W. College Ave. City. Spokane State: WA Zip: 99201 Phone No.: ( 509 ) 477-2122 Project Date: 1/1/2011-Present Service Provided: Full scope of EAP and Work-life services including an 8 visit counseling model covering 1, 952 employees. Ab� �1as]�.�Zaw�3.a/.D, u :crr.., tar ..- Reference Name: Contact: ane rTP Madden, HR Analyst Address: 404 James Robertson Pkwy City. Nashville State: TN Zip: 37219 Phonetb.: (615 ) 862-6437 Project Date: 1/1/2016-Present Service Provided: Full scope of EAP and Work-life services including an unlimited visit model covering 13, 054 employees ---------------- Reference Name: Travis County, Texas Contact: Shannon Steele, Benefits Manager Address: 1010 Lavaca St. , Suite 420 City: Austin State: Texas Zip: 78701 Phone No.: (512 ) 854-6046 Project Date: 12/1/2014-Present Service Provided: Full scope of EAP and Work-life services i nc:l udi nZ a 5 vi si t counseling model covering 5, 000 employees. Reference Name: Andeavor/Tesoro�Companies Contact: Michelle Blomstedt, Wellness Mgr. Address: 19100 Ridgewood Parkway City: San Antonio State: Texas Zip: 78259 Phone No.: ( 210 ) 626-6479 Project Date: 1/1/2016-Present Service Provided: Full scope of EAP and Work-life services including a 5 visit counseling model. Our original contract covered 5,700 employees. They recently awarded Deer Oaks another division including California employees. The contract now covers Failure to provide a list of at least five (5) customers may be cause for rejection of this RFP. G:\Public\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc Proposal No. 18-004 IF Page 25 PARTICIPATION The County of Fresno is a member of the Central Valley Purchasing Group. This group consists of Fresno, Kern, Kings, and Tulare Counties and all governmental, tax supported agencies within these counties. Whenever possible, these and other tax supported agencies co-op (piggyback) on contracts put in place by one of the other agencies. Any agency choosing to avail itself of this opportunity, will make purchases in their own name, make payment directly to the contractor, be liable to the contractor and vice versa, per the terms of the original contract, all the while holding the County of Fresno harmless. If awarded this contract, please indicate whether you would extend the same terms and conditions to all tax supported agencies within this group as you are proposing to extend to Fresno County. Note: This form/information is not rated or ranked for evaluation purposes. EYes, we will extend contract terms and conditions to all qualified agencies within the Central Valley Purchasing Group and other tax supported agencies. No, we will not extend contract terms to any agency other than the County of Fresno. E] (Authorized Signature) Paul Alan Boskind, Ph.D, CEO Title GAPublic\RFP\FY 2017-18',18-004 Employee_Assistance Program(EA1P)\18-00.1Employee_Assistance Pro�aam(EAP)Aoc Exceptions/Deviations Deer Oaks proposes the following deviation to RFP No. 18-004 for Employee Assistance Program, Exhibits-A. Current Plan Designs. • Legal Services: 60-minute in-office or telephonic consultation session with local attorney Deer Oaks includes a 30-minute telephonic or in-office consultation session with a local attorney per separate issue. Tab II: Vendor Company Data Tab II- Vendor Company Data A. A narrative which demonstrates the vendor's basic familiarity or experience with problems associated with this service/project. A More Comprehensive & Proactive Approach to EAP Deer Oaks offers the County a scope of services that altogether are "more than an EAP". Our comprehensive approach to the delivery of Employee Assistance Programs focuses on utilizing the EAP as a Strategic Management Tool that effectively improves the health and productivity of the County's most valuable asset — its employees. Employees are the soul of an organization. Without employees, organizations would not thrive. Therefore, it is important that employees are happy, healthy, productive, engaged, and effective in their roles to assist with accomplishing organizational goals at their highest potential. DID YOU KNOW? PSYCHOLOGICAL PROBLEMS ACCOUNT FOR: STRESS ACCOUNTS FOR: 61 percent of absences from work each year Est. $300 billion per year cost to U.S. organizations 65-85 percent of employee terminations 70 percent of employee visits to a family doctor 80-90 percent of industrial accidents 30 percent of all disability claims At least 50 percent reduction in productivity Significant cause of employee productivity problems Employees with mental health disorders such as difficulty concentrating, conflict with generate direct health care costs that can be coworkers, missed deadlines, etc. 4.2 times higher than the typical employee. Therefore, psychological problems and stress cost employers on many levels including habitual absenteeism, lost productivity, and an increase in overall medical claims. Early identification of issues, intervention, and timely case resolution through the EAP are fundamental to assisting employers in reducing lost time due to employee personal problems. Deer Oaks offers the County a holistic, comprehensive, integrated EAP and Work-life Program. Our best practice model is multi-pronged and can assist both the County and its employees in the following areas: 24/7 Telephon is Support The Result? EMPLOYEE Short-term Counseling Resolution of issues that Happier,healthier SUPPORTLegal/Financial cause worry and stress employees=a more Consultation productive and engaged workforce. Work-life Assistance Wellness&Professional The Result? Development Training Managers that can HEALTHY Management Consultation Professional support for confidently respond to supervisors/managers workplace challenges, Mandatory Referral more effectively lead, WORKPLACES Coordination and maximize employee Critical Incident Response productivity and retention. Effective EAPs help to: The Result? Reduce absenteeism BUSINESS Reduce medical,disability, Support workforce Reduced monetary losses and workers compensation productivity and reduce VALUE claims business costs A more efficient,effective Reduce organizational risk workforce that can better Increase productivity C o u tf1�et(gk%R ia3lp8aI goals Employee As Through our whole-health approach, we provide employee-centric services that provide confidential, reliable guidance for a wide range of challenging issues—stress management, family care options, anxiety, depression, dealing with grief and loss, legal concerns, and financial challenges. Proactive use of the EAP by employees can reduce the frequency of workplace incidents, overall medical claims, and absenteeism and increase workforce productivity, morale, and engagement. We employ the following best practices in order to provide the County and its employees with a more holistic, comprehensive approach to EAP: • EAP should be an integral part of employees' lives. Deer Oaks offers a combination of counseling and work-life services including legal, financial, child/elder care, and other daily living convenience services that can truly be used by employees on a day-to-day basis. We not only provide assistance with mental health concerns, but also daily challenges such as finding a plumber to fix a leaky faucet, locating a travel agent to plan a vacation, or taking the guess work out of finding area day care centers that offer emergency child care services. • Understand that employee issues do not always fit into neat boxes and are multi-dimensional. Our clinicians and consultants value the power of a conversation and seek to identify not only the primary presenting problem, but also contributing underlying issues and develop a plan for addressing all of the employee's needs—all with one phone call. • An EAP is only effective when it is highly utilized. 44-70% of individuals with a mental health disorder don't seek or receive care according to The World Health Organization. A highly-utilized EAP program can be an effective way to meet this challenge, bring mental health services to those employees who need them, and help to mitigate the impact of these conditions on overall health care expenditures and employee absenteeism. • Creatively build program visibility and awareness throughout the year through training and program promotion. Our book-of-business utilization is nearly 40% higher than the national industry utilization average. The more employees know about the EAP and its various services, the more likely they will be to use it when issues arise before those issues negatively impact their work performance and attendance. • Flexibility. We are willing and able to go above and beyond for our clients, ultimately delivering a service that exceeds expectations. We are here to design a program that meets the County's needs—not to force you to fit into our existing service offerings. This includes customized branding of promotional materials,the work-life website, and tailored Webinar training. • Deer Oaks does not just deliver counseling;we help our clients understand the positive impact and value of our EAP. We back up our claims with confidential outcomes reports that include aggregate counseling session outcome ratings with a comparison of the scores from the first session and final session. The Deer Oaks Advantage Backed by 25 years of industry experience, Deer Oaks specializes in administering high-quality, built-to- suit EAP programming to public employers similar to Fresno County. EAP isn't just something we do- It's all we do. This is more than a slogan; for the County, it means that with Deer Oaks, you have an EAP that concentrates on proactively supporting your employees, assisting those struggling with stress, anxiety, or other issues.To make a difference in their lives,truly makes a difference to us. County ofFresnol 3 Employee Assistance Program Deer Oaks offers the County the following advantages: • Tailored Programming for County Clients. Because of our specialization in administering EAP and Work/Life Programs for County clients, Deer Oaks understands the County government culture and is able to tailor services at the County, departmental, and employee population levels in order to provide resources relevant to various cross-sections of your workforce including higher risk populations such as the Sheriff's Office, Social Services, and Courts. • Seek to lower County medical claims costs through an 8 visit counseling model. As a self- funded organization, the cost and utilization of medical programs is important to the County. As stated, there is a direct correlation between mental health issues and higher medical, disability, and worker's compensation claims. Therefore, we have included a robust 8 visit counseling model for the County. In our experience and based on research, most short-term mental health issues can be resolved within 8 visits, resulting in higher case resolution within the EAP without the need for additional referral into costly medical plans. Further, by choosing a higher visit model, employees are more likely to see the value of the program, leading to increased program usage, positive outcomes, increased employee productivity, and decreased health care claims. • Integrated Premium Work-life Services included at no additional charge. Our Work-Life Consultants are available day and night to assist members with locating nearly endless resources such as finding care for pets, personal care, travel, home improvement contractors, education, and managing day-to-day responsibilities at home, and work. Unlike many EAPs, all provided referrals are qualified and matched to the specific needs and requirements of the user-100% of the time. • Focus on Stress Management. Workplace stress is estimated to cost U.S. employers an estimated $200 billion per year in absenteeism, decreased productivity, staff turnover, and medical/worker's compensation and other stress-related expenses. Further, according to Attitudes in the American Workplace VII Report, 80%of workers feel stress on the job, nearly half say they need help learning how to manage stress, and 42% say their coworkers need such help. Therefore, addressing stress management should be a key component of the County's overall employee wellness initiatives. Deer Oaks believes that the EAP is an ideal tool to assist the County with issues related to stress management. Deer Oaks offers a) a tailored Stress Management for County Supervisors & Employees Webinar Series, b) seeks to educate leadership and supervisors on the damaging impact that high levels of stress and change can have on a workforce, c) provide helpful tools and tips on how leadership/supervisors can assist employees in better managing workplace stress; d) develop a Stress Management Awareness Promotional Campaign, e) highlight our work-life programming as a service that helps to make employees' lives less stressful and promotes better work-life balance; and f) individual and family counseling around stress management techniques. Through these proactive strategies, Deer Oaks seeks to partner with the County to implement a tailored EAP that is more than "just a counseling service." Our integrated, holistic approach and client and employee-centric programming combined with aggressive program promotion will proactively assist members with both mental health and day-to-day issues, resulting in improved overall workforce productivity, well-being, engagement, and retention. By re-thinking what a counseling provider can and should do for our clients and their employees, Deer Oaks sets itself apart from our competitors. We are excited about the opportunity to work with the County to put these words into action. County of Fresno B. Descriptions of any similar or related contracts under which the bidder has provided services. About Deer Oaks A national and global provider, Deer Oaks has successfully administered integrated EAP and Work/Life programming to employer groups throughout the country for 25 years. Implementing high-quality, built- to-suit EAP programming to public employers at competitive rates is our core business. In fact, 100% of our revenue is derived from EAP. With 95% of our membership comprised of public employers, we are public sector experts. Our client base includes a diverse mix of local and state government, higher education, school districts, transit agencies, and utilities. We currently cover approximately: • 1 million members nationally • 172,000 school district members • 190,000+ local government members • 216,000+state government members • 234,000+ higher education members Sample Client List of Similar Contracts Counties: Spokane County (WA), Salt Lake County (UT), Hamilton County (OH), Davidson County (TN), Knox County (TN), Bexar County (TX), St. Mary's County (MD), Garrett County (MD), Oklahoma County (OK), Oswego County(NY), Atlantic County(NJ), Harford County (MD), Municipalities: City of Austin (TX), City of San Antonio (TX), City of Nashville (TN), City of Lawton (OK), City of Auburn (AL), City of Lawrence (MA), City of Brownsville (TX), City of Knoxville (TN) State government: Texas Health & Human Services System, State of Nebraska (68 agencies), South Carolina Dept. of Corrections, North Dakota Department of Agriculture, North Dakota Department of Commerce, South Carolina Dept. of Health & Human Services, Connecticut Dept. of Education, Connecticut Dept. of Developmental Services, North Carolina Administrative Office of the Courts Other: Peace Corps, Federal Law Enforcement Training Center, United States Postal Service, Andeavor/Tesoro Companies, Inc., Money Management International Understanding of Challenges Facing County Government Due to our work with counties throughout the country, we understand the unique needs and challenges faced by Fresno County employees and administration. Local government employees and supervisors are constantly adjusting to fiscal constraints, turnover, increased performance demands with decreased resources, implementation of new legislation, employee absenteeism and morale issues. Stress is also pervasive across all workforces. These many stressors can cause staff to become overwhelmed and experience stress that can negatively impact their performance at work, the way they interact with colleagues, communicate with constituents and their personal well-being and family relationships. Therefore, it is important to have programs in place such as the EAP to provide support to employees struggling to meet the demands of their work and personal lives. County ofFresnol 5 Employee Assistance Program While we acknowledge these general trends, we also understand that the needs and challenges of county departments and employee populations such as Human Resources, Sheriff's Office, Courts, and Social Services staff are unique and different. For example, Social Services employees largely suffer from depression, compassion fatigue, and Secondary Stress Trauma (SST), while these issues are much lower for general administrative departments. Sheriff's Office employees and first responders work odd shifts, oftentimes in the elements, face safety risks, and have a higher risk of addiction, marital issues, and Post-Traumatic Stress Disorder (PTSD). Deer Oaks does more than understand these differences —we act on it. By applying the right programs, to the right departments, at the right time, we proactively assist employees to better assess and cope with day-to-day stress. This specialized approach is key to maintaining an effective program design, administration, and evaluation for the County. C. Descriptions of the qualifications of the individual(s) providing the services. Deer Oaks utilizes a team approach to administer EAP and Work-Life services to its clients to ensure that every need is met. Therefore, an Executive-level Project Manager will be assigned for the County in addition to a Primary Account Manager for the day-to-day direction of the required work. Key personnel include: • Project Manager:Alicia Barrera, Executive Director of EAP • Implementation/Primary Account Manager:Kristina Herrera,Account Manager • Training Consultant: Greg Brannan, Director of Business Development& Training Implementation/Primary Account Manager Kristina Herrera will serve as the Implementation and Primary Account Manager for the County. Kristina has more than five (5) years of account management experience with Deer Oaks and serves as account manager for public employers throughout the country. She is fluent in both English and X Spanish and is available during normal business hours, as well as after-hours x via the Helpline,to provide support and information. She will lead the implementation process and be responsible for the overall contract management, reporting, communications, billing and complaint resolution. She will actively keep the County informed of program usage, trending data, and suggested specialized programming and/or support based on presenting issues, organizational strategies and goals. Further, Kristina's ability to tailor programming at the County, departmental, and employee population levels is an additional advantage to Fresno County. Project Manager Alicia Barrera, Executive Director will serve as Project Manager for the County. She is our most experienced Account Manager, with more than 20 years of account management and project leadership experience. She has been a team r member since 1995 and served as Deer Oaks' Director of Account Management prior to her promotion to Executive Director in 2014. She will provide account management support to Kristina and assist with quality assurance activities and allocation of resources.Alicia is fluent in both English and Spanish. County ofFresnol 6 Employee Assistance Program Additional Implementation & Support Staff Greg Brannan, Director of Business Development&Training Greg serves as our primary contact during the RFP process and supports training/marketing program development and implementation for our clients. He develops and conducts issue-focused and professional development webinar series and conducts executive coaching sessions for our client employers. Greg has more than 20 years of experience in the industry, 16 years of corporate training experience and holds a B.S. in Speech Communications from the State University of New York- College of Brockport, and completed the Graduate Program in Marriage, Family & Child Counseling from the Pacific Christian College. Team Roles in Account Administration & Service Delivery In addition to our key Project Management personnel, our EAP program design involves the use of our telephonic counselors, our network of affiliate counselors, and our team of work-life specialists. Our staff counselors deliver telephonic counseling, video counseling, and case management services, while affiliate providers deliver face- to-face counseling and some telephonic counseling. All calls to the Helpline are answered live, 24/7/365. When employees contact the EAP, they will first speak to one of our telephonic counselors who performs the intake and initial assessment. The intake specialist then determines the most appropriate course of action, which may be a confirmed referral to short-term counseling, referrals to community resources for issues outside the scope of the EAP, or a warm transfer to a work-life specialist. Our degreed work-life specialists deliver resource and referral services, providing practical assistance to employees around a wide variety of issues. The below chart highlights the various teams,their key tasks, qualifications and education. Corporate . . . Key Project Management Person I L Personnel Type Key Tasks Qualifications/Education Alicia Barrera Executive Director Project Manager More than 20 years of experience in the EAP field of EAP/Project 0 Provides direct support to the Team member since 1995 Manager for the Primary Account Manager County 0 Assists with account management- Served as Director of Account Management prior to related activities her promotion in 2014 to Executive Director of EAP • Assists in program implementation, Extensive experience in leadership, business new initiative development, development, and account management reporting and quality assurance Bilingual (English and Spanish) Executive Director • Overall strategic and operational B.A., Interdisciplinary Studies responsibility for staff, programming, University of Texas Pan American and execution of services for clients • Ensures financial, material,and personnel resources are allocated to ensure contract performance • Ensures ongoing programmatic excellence and quality assurance County ofFresnol 7 Employee Assistance Program activities Kristina Account Manager 0 Overarching responsibility for 5 years of experience in the EAP field Herrera for the County contract performance Team member since 2011 • Contract management and day-to-day customer interaction Serves as an Account Manager for public employers • Executive representative for interface throughout the country. Provides one-on-one tailored with senior personnel during support to clients. transition and contract performance Available on an as-needed basis daily Participates in the Employee Assistance Professionals Association (EAPA) Bilingual (English and Spanish) B.A.,Criminal Justice University of Texas at San Antonio Greg TDirector of Business Primary contact during the RFP More than 20 years of experience in the industry Brannan Development& process Training Supports training program Team member since 2012 development 16 years of training experience Develops and conducts issue-focused and professional development B.S.,Speech Communications webinar series State University of New York,College of Brockport • Assists with marketing and Graduate Program in Marriage, Family&Child communication strategies Counseling, Pacific Christian College-Fullerton,CA PersonnelCall Center Telephonic Call Center Team Answer the Helpline 24/7; provide All of our in-house counselors have a minimum of a Counselors telephonic assessments, in-the-moment master's degree in social work,counseling,or a support, and crisis intervention; handle related area of study and at least two years' requests for mandatory referrals,CISDs experience providing direct counseling or mental and organizational/management health services.Clinicians providing telephonic or consultations online counseling are licensed mental health professionals. Our intake staff has solid experience in intake and crisis management, clinical assessments,chemical dependency,trauma response, and other relevant interventions.Counselors are required to complete our induction training including assessment skills training, risk assessment and crisis response,and outcome management; participate in ongoing training; and are supervised by a clinical management team. County ofFresnol 8 Employee Assistance Program In addition to meeting or exceeding the minimum Manager Call Center Team Dedicated team of clinicians responsible requirements for telephonic counseling staff, 'Consult& for manager consults and clinicians on the manager consultation and Mandatory mandatory/manager referrals mandatory referral team must: Referral Team • Be selected by supervisor based on achievement of I quality scores of 93%or higher for three II consecutive months • Have experience as an EAP counselor and pass the probationary period required for staff clinicians • Complete the Manager Referral Specialist Training and Management and Disciplinary Referral Training (24 additional hours of training) • Complete referral specialist training assessments with a passing score of 85%or higher • Sign and establish understanding of the document ' "What it Means to be a Manager Referral Specialist" • Maintain a quality score of 93%or higher on monthly case audits Work-Life I Call Center/ Provide Work-Life Consultation via the Elder Care:A bachelor's degree in counseling,social Consultants Work-Life Team Helpline and LiveCONNECT instant work,or a related field, plus three years of direct messaging,contact referral organizations, experience within elder care systems/facilities. and provide confirmed match referral packets to members. Child Care:A bachelor's degree in early childhood education, elementary education, or a related field, Our Work-Life Consultants are content plus at least three years of direct care experience. Iexperts in various areas of the work-life spectrum (e.g.,child care, adult/elder Daily Living:A bachelor's degree and one to two years care,daily living)and are also cross of related experience. trained in all work-life areas.We hire individuals with a rich combination of education and experience who display a unique mix of academic and practical knowledge. Legal Assist Work-Life Team- Intake for legal issues is available 24/7. Advice Attorney Qualifications: Attorneys Legal Assist Attorneys are available for telephonic • Must be a general practice attorney advice consultation and in-person • Must have an active license in the state(s)for consultation Monday through Friday which he or she will be taking calls through scheduled appointments. • Must have 10 years'experience as an attorney (the current average is 25) • Must have current Errors and Omissions insurance to the amount of$300,000 per incident/$500,000 aggregate • No public records of discipline within the last 10 years In-Person Attorney Qualifications: • The firm's operating partner must have a minimum of 10 years'experience in the type of law needed based on the issue • Each attorney within the firm who is identified to potentially take cases must have a minimum of three years'experience • Must be a local,community-based practice • Individual attorneys must be licensed in the County ofFresnol 9 Employee Assistance Program state in which they practice • Must have current Errors and Omissions insurance to the amount of$100,000 per incident/$300,000 aggregate • Must submit self-authentication on penalty of perjury background check summary • No public records of discipline within the last 10 years • Must submit to random secret shopper and service surveys Financial Work-Life Team- Intake for financial issues is available 24/7 Each of our financial counselors holds a bachelor's Assist- Financial Assist followed by scheduled telephonic degree and certification as an Accredited Financial Accredited financial counseling sessions with an Counselor(AFC),accredited through the Association Financial Accredited Financial Counselor for Financial Counseling, Planning, and Education Counselors (AFCPE),which requires the completion of 15 hours of Continuing Education Units(CEU)and an annual fee for renewal. Additionally,they must successfully complete a minimum of 120 hours of training before having any interaction with customers.These training hours cover topics including:consumer rights and responsibilities,spending plans and budgeting,debt management and bankruptcy,creditor policies and practices,challenging issues,counseling principles and practices Response Trauma Trauma Response Provide on-site critical incident stress Each of our Trauma Professionals must meet the Response Team management(CISM)services following a following criteria: Professionals workplace critical incident • Complete Foundations of Crisis Support,our in- house training program • Have a minimum of three years of trauma experience in a workplace or community setting • Have special training in crisis counseling, post- traumatic stress,trauma counseling,and grief counseling • Hold a recognized diploma in counseling and fulfill the local requirements to engage in behavioral health practice • Have a membership in a professional association • Have satisfactory professional references • Be personally insured to cover his/her counseling work through public liability,including treatment risk and professional indemnity • Have fluency in the local language where he/she delivers counseling services • Fulfill Deer Oaks'continuing education requirement of 12 hours per year Trainers Trainer Team Conduct seminars from our 2017 Training Our trainers are local to your communities, have a Catalog minimum of five(5)years of experience in their content area(s), knowledge of the industry,and familiarity with workplace environments.All trainers County ofFresnol 10 Employee Assistance Program DI E.1"."RO A have knowledge of adult learning theories and principles,facilitation skills,and a minimum of an associate's or bachelor's degree;the majority of our trainers are degreed at the master's level.All experience and licensing information is verified prior to acceptance into our network. Subcontractor Deer Oaks currently maintains a contractual relationship with Workplace Options to provide 24-hour call center operations and related services for its book of business. Deer Oaks first switched its work/life services to Workplace Options in 2012. We then expanded our relationship to include 24-hour call center operations July 1, 2013. By leveraging this partnership, Deer Oaks was able to centralize its call center operations and enhance quality control measures. In addition, with both EAP clinical and work/life personnel working under the same roof, using one case management system, and following the same quality standards, there was greater harmony among the service delivery philosophy, supervision structure, training methods, and operating procedures. This genuine integration allows for greater consistency in the management/delivery of services to our clients. Partnership The Deer Oaks/Workplace Options relationship is much more than the average prime/subcontractor arrangement. Deer Oaks and Workplace Options are partners. In fact, Deer Oaks is one of their largest national partners. We have a mutual commitment to supporting each other's goals and objectives related to business growth and the provision of the highest quality services to our clients. Alicia Barrera, Executive Director of EAP, works directly with Workplace Options and oversees quality control over our contract and service delivery. She also has a direct relationship with Workplace Options' President & Chief Operating Officer, Alan King, who is committed to a long-term relationship with Deer Oaks. About Workplace Options Founded in 1982, Workplace Options began by providing work/life consulting and training services to companies in North Carolina. Then in 1997, they launched a new business model that focused exclusively on providing resource and referral solutions to EAPs and other third-party organizations. In 2005 through 2006, Workplace Options established a partnership with Accor Services and acquired UK- based Employee Advisory Resource (EAR), a leader in the provision of EAPs and integrated work/life services in the UK and around the globe. In 2008, they established an Advantage Answer 24 service, allowing them to offer clinical EAP solutions through partners in the US. Since then, Workplace Options has grown to become the world's largest integrated employee wellbeing company. Their 13 global service centers support more than 48 million employees in more than 59,000 organizations in more than 200 countries and territories around the world through a variety of employee assistance, wellness, and work/life services. D. Any material (including letters of support or endorsement) indicative of the bidder's capability. Letters of reference from current clients are provided as Attachment A. County ofFresno E. A brief description of the bidder's current operations,and ability to provide the services. The day-to-day operations of the EAP are managed by Alicia Barrera, the Executive Director of EAP with input from the CEO, Paul Alan Boskind, Ph.D and CFO and President, Laura Davies. Alicia is responsible for the overall strategic and operational responsibility for staff, programming, and execution of services for clients; allocation of financial, material, and personnel resources to ensure contract performance; and ongoing programmatic excellence and quality assurance activities. Business development activities are led by Greg Brannan, Director of Business Development and Training. We also employ 155 staff and subcontractor personnel in the roles of executive leadership, program management, account management, marketing, administrative support, clinical, work/life, and call center management and support staff. We also maintain a network of 56,000+ affiliate counselors nationally who are contracted to provide in-person, short-term counseling and related services to our client employees and their family/household members. This includes more than 6,200 affiliate counselors in California and 75 counselors in Fresno County. Through these resources, Deer Oaks has the established operational infrastructure and existing manpower necessary to accommodate the County contract if awarded. F. Copies of the audited Financial Statements for the last three (3) years for the agency or program that will be providing the service(s) proposed. If audited statements are not available, compiled or reviewed statements will be accepted with copies of three years of corresponding federal tax returns. This information is to be provided after the RFP closes, if requested. Do not provide with your proposal. Confirmed. Deer Oaks will provide financial information if requested following proposal submission. G. Describe all contracts that have been terminated before completion within the last five (5) years: 1. Agency contract with 2. Date of original contract 3. Reason for termination 4. Contact person and telephone number for agency None. Deer Oaks has not had any contracts terminated prior to contract completion within the last five (5)years. H. Describe all lawsuit(s) or legal action(s)that are currently pending;and any lawsuit(s) or legal action(s)that have been resolved within the last five (5)years: 1. Location filed, name of court and docket number 2. Nature of the lawsuit or legal action Deer Oaks does not have any pending lawsuits or legal actions nor has it had any lawsuits or legal actions that have been resolved within the last five (5)years. I. Describe any payment problems that you have had with the County within the past three (3) years: 1. Funding source 2. Date(s) and amount(s) 3. Resolution 4. Impact to financial viability of organization. None. Deer Oaks does not have a contract with the County. County ofFresno Tab III: Scope of Work Tab III- Scope of Work 1. A general discussion of your understanding of the project,the Scope of Work proposed and a summary of the features of your proposal. As an integrated provider of EAP and Work/Life solutions, Deer Oaks is positioned to deliver the most seamless services to County employees, retirees, and family members. We have the knowledge and capability to provide employees with the most holistic support to achieve efficient and thorough resolution of their issue. Unlike many of our competitors that utilize separate call centers and/or organizations for the provision of EAP, Work/Life and Wellness services, as well as after-hours Helpline coverage, the Deer Oaks program is delivered 24/7 by EAP and Work/Life staff members who are working under one roof, using one case management system, and following the same quality standards. While different departments maintain their core competencies, there is harmony among the service delivery philosophy, supervision structure, training methods, and operating procedures. This genuine integration allows for greater consistency in the management and delivery of services to our clients. Due to this integration, when calling the Helpline, employees are connected with all of the relevant services at once. When the two programs are delivered separately, the EAP counselor might not be as well-versed in what is offered by the Work/Life program (or vice versa), and would be less able to confidently offer the employee all of the relevant services to address his/her needs. Employees of a truly integrated EAP and Work/Life program are the best equipped to identify underlying issues and develop a plan for addressing all of the employee's needs. For example, an employee may be overwhelmed by the loss of her parent, who had been the caregiver for her young children. With just one phone call, we can begin the process of arranging face-to-face counseling sessions, locating referrals for local support groups, and identifying suitable child care providers near the employee's worksite. Further, our services are designed to support employees with a wide range of emotional health issues when short-term counseling has been deemed appropriate. These are issues for which we can assist in facilitating a positive outcome within a number of sessions offered over a short period of time. The therapy concentrates on helping individuals identify the skills, strengths, and resources that are already present and moves them towards a solution. This model has been proven effective in helping address employees' personal and professional issues, helping them to avoid being absent from work or helping them to return to work as quickly as possible. Examples include but are not limited to stress, bereavement, depression, anxiety, relationship issues, dependent care concerns, wellness, substance abuse/dependence, and addictions. Deer Oaks accepts unlimited self-referrals, supervisory-suggested referrals and formal management referrals to the EAP, as well as offers a full suite of Work/Life services and organizational management services. Our counselors are experienced at accurately assessing the presenting problem(s) during the initial assessment and identifying the appropriate type and level of assistance needed to effectively assist the participant in resolving his/her issue. County ofFresnol 13 Employee Assistance Program If the presenting issue(s) fall outside of the scope of the EAP or require longer-term treatment, we offer resources to ensure that the employee is placed on the path he/she needs to get more intensive support. Finally, our EAP and Work/Life Programming is anything but one-size-fits-all. Our programs are designed to be flexible and are able to be customized to the individual needs of our clients- even if those needs change throughout the contract term. An overview of our scope of services is provided in the below chart: FRESNO COUNTY: SCOPE OF SERVICES Employee/Dependent Access ■ All employees, dependents, and household members are eligible to access the EAP Elig ib ility starting on day one of the contract ■ Eligibility is based on the attestation of the member—an eligibility file is not necessary ■ Employees and retirees who terminate their employment for any reason will have continued access to the EAP for six(6) months post-employment. ■ Availability 24 hours per day, 7 days per week, 365 days per year via the toll-free Helpline, iConnectYou Smartphone App and online via LiveCONNECT instant 24/7 Ac c e ss (SOW 1.g) messaging ■ Helpline answered "live"24/7 by Master's Level Counselors- members will never reach an automated voice messaging system, phone tree or general customer service representative.They will speak directly with a live EAP clinician each and every time they call for assistance, no matter the day or time. A toll-Free TTY Service for the Hearing Impaired and language line are available. ■ iConnectYou Smartphone Application through which members may engage with a counselor via phone,video, instant messaging or SMS text.The App is free to download for EAP members. ■ LiveCONNECT Instant Messaging through which members may chat live with a Work/Life Consultant regarding child care, elder care and other daily living work/life issues. ■ Offering employees multiple ways to access services allows them the opportunity to choose the avenue that is most comfortable for them, thus increasing the likelihood that they will utilize the service. This is especially important in today's multi- generational workforce. A "Baby Boomer" employee may prefer to pick up the phone to access services, where a "Millennial" would be attracted to the idea of instant messaging,texting,or video chatting with a counselor. Intake/Short-term Counseling ■ Telephone triage conducted by Master's Level Counselors 24/7 to assess initial care Telephone Triage management needs and appropriate referrals i.e. clinical assessment, short-term counseling, legal or financial consultation, work/life consultation, community resource referral or referral to other resources ■ EAP Counselors provide in-the-moment telephonic support and crisis intervention In-the-Moment for members who are experiencing suicidal ideation, homicidal ideation, violent Telephonic Support behavior, substance abuse related emergencies, need for in-patient psychiatric hospitalization, child/elder abuse, and/or domestic violence. County ofFresnol 14 Employee Assistance Program 'I Lri ■ In extreme crisis situations, the case manager follows the escalation procedure as warranted. This may include involvement of emergency services, ER or hospitalization to preserve the employee's safety. ■ All clinical calls receive an in-depth telephonic assessment by an EAP Counselor Telephonic Assessments during the initial call. ■ The telephonic clinical assessment focuses on psychosocial factors to determine the need and urgency for an appointment. ■ The assessment identifies and clarifies presenting problems as described by the employee, relevant background history, initial goals, and current risk factors. ■ Following the assessment, if it is determined that an in-person appointment is needed with a local EAP provider, the case manager in coordination with our network management team identifies and contacts counselors based on the member's location, presenting problem, needs, availability, and counselor-client matching (gender, ethnicity, religious preference, etc.). The client is then provided Appointment Scheduling with the selected provider's information for appointment scheduling. ■ The following indicates the timelines for confirmed referrals and appointment availability by standard, urgent and emergent cases. Intake & Telephonic Clinical Assessment — Available immediately during the member's initial call into the EAP 24/7 Standard —A counselor is appointed within two (2) business days from the time of the telephone assessment. The case manager contacts the employee with the appointed counselor's name and contact information. The counselor must have appointment availability within five (5) business days of accepting the case. Urgent - The definition of an urgent case is one in which the caller is moderately distressed with some impairment in ability to function or presents with some suicidal or homicidal ideation, but there is no clear plan or intent to harm self or others. Case manager develops safety plan with the member; confirmed match referral provided within 1 business day. The provider must have appointment availability within three (3) business days of the initial contact with the EAP. In-the-moment telephonic counseling is provided to those in need of such support. Emergent- In these situations the case manager follows the escalation procedure as warranted. This may include involvement of emergency services, ER or hospitalization to preserve the employee's safety. If emergency services become involved, we ensure that the appropriate services are being offered by confirming with the emergency responders who arrive on the scene, whenever possible. If not possible, we provide a welfare check to ensure that the crisis has been resolved. If the safety of the caller is confirmed and emergency services are not needed, the counselor provides in-the-moment support. Face-to- face counseling is then provided on the timeframe for urgent requests. ■ Employees along with their dependents and household members will be eligible to Short-term Counseling receive up to eight (8) sessions per separate issue for assessment and short-term (SOW La, Lc) counseling per 12 month period. ■ The primary counseling model used by Deer Oaks is called solution-focused brief Up to 8 sessions p e r issue therapy.This involves a move away from the analysis of problems to the discovery of per 12 month period solutions that are already at work in an individual's life. County ofFresnol 15 Employee Assistance Program ■ Through this method, the Deer Oaks EAP supports employees and their family/household members on a wide range of mental health topics for which short- term counseling is appropriate. Individuals may access the service for support with a variety of personal and work-related issues such as depression, stress, anxiety, grief or loss of a loved one, substance abuse, workplace difficulties, depression, and other behavioral health issues. ■ In-person, telephonic, video, and SMS text counseling are available based on the preference of the member and clinical suitability; although in-person counseling remains the most used option. ■ The EAP does not cover issues that require physician/psychiatric evaluation, psychological testing, chronic mental health illness, long-term psychotherapy treatment, or inpatient or residential treatment services. In these cases, we will provide the individual with an appropriate referral to either his/her health plan or to other community resources. Seek to lower County • As a self-funded organization, the cost and utilization of medical programs is m e d is a 1 c la im s costs important to the County. As stated, there is a direct correlation between mental through increased visit health issues and higher medical, disability, and worker's compensation claims. model ■ Therefore, we have included a robust 8 visit counseling model for the County. In our experience and based on research, most short-term mental health issues can be resolved within 8 visits, resulting in higher case resolution within the EAP without the need for additional referral into costly medical plans. ■ Further, by choosing a higher visit model, employees are more likely to see the value of the program, leading to increased program usage, positive outcomes, increased employee productivity, and decreased health care claims. ■ All clinical EAP cases are overseen by a case manager who is responsible for Clinic a 1 Ca se managing the progress, quality, and clinical content of the counseling. Management/Follow-up ' The case manager interacts with the face-to-face counselor at the beginning phase to establish the treatment focus and follows-up telephonically at prescribed intervals during the case process to ensure quality and review the client's progress toward goal attainment. ■ It is our goal to assist as many members as possible within the EAP without the need 95% Case Resolution for additional intervention through costly medical plans. within the EAP • Currently, approximately 95%of cases across our book of business are resolved within the EAP without the need for outside referral. ■ Of the remaining 5%, 3%are referred to longer-term care/the participant's behavioral health provider and 2%are referred for work/life-related consultation (i.e. daily living, legal,financial,child/elder care). AWARE Mindfulness-Based ' Our unique research-based MBSR program, Aware, is an alternate modality of Stre ss Re d u c tion (MBSR) support for participants experiencing life stress, pain, and challenges with focus and concentration, as well as individuals who want to increase their awareness of and commitment to intentional living. ■ With a personalized approach to applying mindful practices to life, Aware teaches participants how to be engaged, diminish distractions, and counteract stress. The program cultivates focused and resilient employees, who are more engaged and productive in the workplace. ■ Through six weekly sessions, MBSR-trained health and wellness professionals County ofFresnol 16 Employee Assistance Program provide on-on-one support and supply electronic resources for self-guided individual practice. Assessments conducted at the start of the program and upon completion provide measurable outcomes to demonstrate personal progress. Affiliate Ne twork of • Deer Oaks maintains an extensive national network of 56,000+ counselors located in Counselors (SOW l.b) every state and Puerto Rico, available to provide in-person counseling services to employees and their family members. ■This network includes 6,296 providers in the State of California and 75 providers in Fresno County ■ All of our providers go through a strict credentialing and re-credentialing process and must possess at minimum a Master's degree in a mental health discipline,three years minimum post master's experience in the direct provision of clinical care and a current and unrestricted license as a mental health practitioner at the independent practice level. ■ Many of our providers have specialized training in substance abuse assessment, treatment, mental health, and marriage and family counseling. ■ Mental health or behavioral issues that are serious, severe or persistent in nature Re fe rra is Outside o f the EAP are not appropriate for treatment under the aegis of the EAP benefit. Our counselors (SOW 2.a) are experienced at accurately assessing the presenting problem during the initial clinical assessment and identifying the appropriate type and level of assistance needed to effectively assist the participant in resolving his/her issue. ■ Counselors provide referrals as clinically needed to the employer group's health plan, community resources, legal resources and attorneys, child/elder care resources, and financial counselors/planners. ■ Deer Oaks maintains a referral network of community resources to facilitate referrals outside of the EAP and coordinates with other County-sponsored health and wellness vendors when needed. Work/Life Services ■ Deer Oaks EAP offers a more comprehensive approach to supporting the overall Work/Life Philosophy wellness of your employees. Our belief is that true employee wellness combines physical health, mental/emotional health, and practical life management. Our EAP services complement County employee wellness initiatives by providing not only counseling services to improve the mental and emotional health of employees, but a wide scope of work-life/life management services to help individuals deal with the daily issues and stress that can increase risk of illness and reduce overall productivity. ■ Work/Life consultants consult with members regarding their work/life needs i.e. Premium Work/Life Balance child care, elder care, adoption, parenting education, pet care, relocation services, Services- work/Life, daily vacation planning, event planning, home repair,etc. living, child care and elder ■ All provided referrals are qualified and matched to the specific needs and c a re se rvic e s (SO W 2.c) requirements of the user-100% of the time. For example, is the agency within a reasonable distance of the member's work or home? Does the agency have availability meeting the member's requirements? Does the agency's fees meet the member's budget? Does the agency accept the specified form of payment? ■ Referral packets are provided to members within three (3) business days for standard cases and within six (6) business hours for urgent cases. A sample Premium Work-Life Referral Packet is provided as Attachment F. County ofFresnol 17 Employee Assistance Program ll� ■ Each agency is contacted to ensure availability and to determine if it is an appropriate match for the employee's needs. The consultant then selects three (3) to five (5) providers with confirmed vacancies and provides them to the caller in the agreed upon method. ■ Online Work/Life Resource Locators ■ Retiree Assistance Program provides counseling, legal, and financial referrals to retirees post-retirement ■ Easy access to EAP, legal and financial services via the Helpline Advantage Le g a 1 Assist ■ Free 30-minute telephonic advice consultation or in-person consultation with an (SOW 2.d ) attorney;93.60%of EAP participants resolve legal matters within this free consultation ■ 25%discount on hourly attorney fees if representation is required ■ There is no limit to the number of times you can use the service for different issues ■ Free unlimited telephonic consultation with a financial counselor qualified to advise Advantage Fina nc is 1 Assist on a range of financial issues such as bankruptcy prevention, debt reduction and (SOW 2.d ) financial planning ■ Supporting educational materials available ■ Financial articles included in monthly newsletters ■ Unlimited online access to a wealth of educational legal and financial resources, links Advantage Le g a 1&Financial and tools Online Resources ■ Interactive Online Simple Will-create a legally-binding simple state-specific will at no (SOW 2.d) cost through a step-by-step online "interview process" ■ Access to state agencies to obtain birth certificates and other records ■ Links to tax guides,the current year's tax forms and financial calculators ■ Self-improvement"Task Builders"for interactive financial improvement ■ Provides victims consultation with an Accredited Financial Counselor who will discuss the situation with the member and provide consultation and information on steps Id entity Theft Pre ve ntio n & that should be taken upon discovery of identity theft ■ Consultation may include: how identities can be stolen and common warning signs; Recovery Se rvic e s how to obtain one's credit report(s)to look for indications of identity theft; how to (SOW 2.d) read and understand one's credit report; and steps to take if identity theft is indicated ■ Free credit monitoring service available at deeroakseap.com ■ Resource links,tip sheets,and brochures on avoiding and identifying identity theft are available along with referrals to full-service credit recovery agencies Tra in in g Se rvic e s ■ Orientation and educational seminars are one of the most important ways of Training Methodology reaching out to employees, supervisors, and senior-level management. (SOW 3.a-e) ■ The Deer Oaks Employee Assistance Program (EAP)offers a variety of specialized training, orientation sessions, and wellness seminars covering a range of work/life, wellness, and EAP topics. ■ By providing a wide variety of seminars, Deer Oaks can assist the County in promoting a healthy and motivated work environment where employees are engaged and effective in their roles.These learning opportunities are designed to educate and motivate employees and managers to be proactive and effective in managing their work responsibilities and personal lives. County ofFresnol 18 Employee Assistance Program On-site, We b ina r, and Pre- • Onsite and Webinar employee and supervisor orientations available. recorded Orientations • The purpose of the employee orientation is to provide individuals with a thorough (SOW 5.b) understanding of how the EAP works and allow the opportunity for them to ask questions.The sessions also focus on the very practical aspects of the service, as well Unlim ite d included as the counseling,so that employees are aware of the broad scope of support that is available. ■ The supervisor/manager workshops not only highlight the service provided, but also give managers an understanding of how the EAP can help support them in their role as a manager.Supervisor orientations include topics such as: - Overview of the EAP - Explanation of the services offered and how they can support managers - Indicators that an employee may need assistance - How to recognize the warning signs of stress - How to monitor employee work performance - How to conduct constructive confrontation interviews with troubled employees - Rationale for managers to address employee's problems through utilization of the EAP - How to make an effective EAP referral (either suggested or mandatory) - How to follow up with employees following referral to the EAP - Substance abuse information - Manager roles and responsibilities in the implementation and use of the EAP ■ On-site training services: employee orientations, supervisor orientations,supervisor On-site Training from our training,work/life seminars, professional development seminars, alcohol/substance 2017 Training Catalog abuse education &awareness seminars, healthy living program seminars, and special event participation. ■ More than 100 educational seminars are available in the following categories: Unlimited included People Management, Caregiving, Financial, Legal,Wellness, Personal and Professional Development. ■ Sessions are delivered in face-to-face seminar or online webinar formats. ■ Our 2017 Training Catalog is provided as Attachment C. ■ Includes consultation with our Director of Training, Greg Brannan, to design issue- We b ina r C a to log and focused training and awareness programs for various employee populations Orientation We b ina rs - Webinars may be tailored to County and departmental challenges and various audiences ■ Some of our popular webinar series include stress management, employee Unlimited Included engagement, diversity in the workforce, and the effective management of inter- generational relationships ■ We can design webinar series specific to change management and stress management for employees and supervisors that may provide valuable tools to cope with the stress of change and improve the resiliency of your staff ■ Online attendance tracking makes webinars an effective tool for staff development training ■ Increases training outreach to all locations and maximizes attendance Attendance Minimums • A minimum of 10 attendees per training, with special requests considered on a (SOW 3.e) case-by-case basis. County ofFresnol 19 Employee Assistance Program ■ On-demand webinars through deeroakseap.com may be accessed at any time for On-Demand We b ina rs individual or group training at home or work. ■ A new webinar is added monthly. ■ Webinar archive available on-demand covering a variety of topics ■ 18 skill builders combine valuable training with the ease and flexibility of learning Online Skill Builder online. Training Courses ■ E-learning courses provide training for success both on and off the job by giving your employees practical tips on managing the workplace and their world. ■ Courses are fully narrated with an optional closed-captioned feature for your Unlim ite d a c c e ss privacy. ■ Certificates of completion are available for download following each session, making them an effective tool for workplace training. ■ Free webinar series presented by our Director of Training, Greg Brannan Sup e rviso r Exc e Ile nc e ■ Designed to provide supervisors and managers with enhanced skills to improve We b ina r Se rie s &Le a de rship workplace morale, employee motivation and staff productivity 2017 Topics: Thinking for Success, How to Motivate your Employees, Five Steps to Certificate Program Building Trust with your Team,Advanced Coaching Skills for Leaders, Maximizing the Productivity of Your Team, Emotional Intelligence for Supervisors ■ Managers/supervisors who attend 5 of the 6 webinars will receive the Deer Oaks 2017 Leadership Certificate. Recordings of previously presented webinars will be provided to the County for distribution to employees interested in receiving the certificate in addition to the upcoming topics. ■ Utilize our archive of on-demand seminars, online skill builders, pre-recorded EAP Orientation DVDs and orientation links, orientation DVDs,free Supervisor Excellence Webinar Series& Pre-Recorded Orientation Leadership Certificate Program, live orientation webinars, and Webinar Catalog We b in a rs training to facilitate simultaneous training at various office locations or individual training at times convenient for your employees. Management Assistance Program ■ No limit to the number of mandatory referrals accepted each year Sup e rvisor Ma nda to d ■ Assistance to managers in making Management-Directed/Mandatory Referrals Re fe rra is (SOW 1.d, I.e) including telephonic consultation with our Manager Consult Team to process the behavior/issues and determine the appropriate action i.e. coaching sessions, supervisor-suggested referrals, mandatory referrals,fitness-for-duty referrals, Unlim ite d Included mediation, etc. ■ Rapid response to all mandatory referral requests ■ Follow-up assessment/compliance reports provided to the employer's point of contact within the limits of the professional confidentiality regulations ■ Substance abuse case management and support for return-to-work transition ■ In the event of a major incident, Deer Oaks provides rapid and efficient telephonic Critic a 1 Inc ide nt Stre ss and/or on-site support based on needs, preferences and clinical suitability. Management Se rvic e s ■ Our trauma response professionals are local residents who reside in your (SOW l.f) communities and are available quickly to be on-site in the case of a critical event. ■ Trauma Response Professionals are available within 24-72 hours of the critical incident, or in as little as 2 hours in extreme emergencies,to provide group critical Unlimited on-site c ritic a 1 incident stress debriefings,with recommendations for follow-up treatment. incident response included ■ These interventions are customized to meet the needs of various employee groups. with a minimum of two (2) ■ We have provided onsite crisis support ranging from accidents resulting in death and hours p e r e ve nt; No injury to employees, employees who have died by suicide on and off workplace sites additional charge fora to major emergencies such as natural disasters. We have also found that CISM County ofFresnol 20 Employee Assistance Program 4-hour e ve nt services are useful in assisting employees through times of transition and change from reductions-in-force, department/program consolidation and new program implementation to operational changes such as the stress associated with learning a new phone system. ■ Deer Oaks provides telephonic and on-site debriefings and/or consultation with C ISD- Supervisor/Manager managers/supervisors regarding the incident, traumatic stress reactions, self-care, Sup ort their role in planning and recovery and how they can best assist employees following the critical incident. ■ Coaching on how to talk to employees about the incident is also very important. ■ Assist HR and administration with the development of messaging to affected staff and broader audiences. ■ Additional online disaster assistance resources, tools and tips, as well as seminars on managing traumatic stress are also available. Attendance at Health Fairs & - Attendance at County health fair(s),wellness program events, open enrollment Op e n Fnro llm e nt (SOW 5.c) sessions and other training events is an integral part of our program awareness campaign. Unlim ite d • These types of events create awareness and interest while allowing employees to interact, ask questions and learn about the program at a deeper level. ■ Conflict Resolution:two-party counseling via a formal mandatory referral-included C o nflic t Re so lutio n/ in proposed rates Mediation Se rvic e s ' A 30-minute in-person mediation session with an attorney qualified as a mediator- included within our Legal Assist Program ■ Full-service in-person mediation service with a qualified mediator;the mediator meets with each party separately and then jointly, establishes an action plan and follows up-fee-for-service ■ Unlimited telephonic supervisory, management, and human resources consultation Telephonic Management/ is available to provide guidance regarding issues, policies, practices and events that O rg a niza do na 1 C o n sulta don affect behavior in the workplace. (SOW 4.b) • Our comprehensive management consultation process offers strategic solutions and practical advice that can open the path for healthy workplace communications and Unlimited included systems. ■ Our dedicated Management Consult Team can help County managers and supervisors to work through strategies for helping their team manage the stress of organizational changes such as reductions-in-force, hiring freezes, etc. Program Promotion ■ Unlimited access to our innovative Work/Life website featuring an extremely Online Tools and Resources comprehensive level of resource articles, assessments, audio, and video files a t www.de e ro a kse a p.c o m covering emotional well-being, health and wellness,and workplace issues as well as (SOW 5.a) child care, elder care, adoption,and education. ■ The site is kept current and up-to-date by a team of dedicated staff,with new information added monthly. ■ Organization-specific username and password to access the site. ■ Demo link: https://www.advantageengagement.com/1601/login_company.php Login: deeroaks Password: deeroaks ■ Deer Oaks is committed to working collaboratively with the County to develop and Program Awareness implement a custom turnkey multimedia awareness campaign in order to create Methodology (SOW4.a) program visibility and awareness from program implementation and onward throughout the year. ■ Your Account Manager will spearhead the process, and provide the materials for County ofFresno, Employee Assistance Program EILP SERVICES distribution. We can help the County to determine the best way to internally disseminate information to its employees. ■ Topic-specific, ongoing promotions are provided throughout the year to reinforce program awareness and stimulate continued utilization. We keep the messages fresh through the development of"Did You Know"campaigns, monthly flyers on topics of interest to employees (i.e.finding summer camps for children, managing the stress of parenting, keeping your work and home life in balance, etc.),on-demand webinars available through our website, and reminders to managers and supervisors of how the EAP can be used as an effective management tool and to assist in dealing with difficult employee situations. ■ It is also important that leadership send the signal that it is not just okay to use the program, but they actually encourage use of the EAP. Our experience shows that when the EAP is openly embraced by senior leadership,we see the highest utilization rates. Therefore, educating County executive leadership and department heads about the EAP, its various uses and ways to spread the word internally will be a key element of our promotional strategy. ■ Promotional materials including electronic and hard copy brochures,wallet cards, Pro m o do na 1 Ma to ria is posters, and topical flyers advertising the EAP benefit, its confidentiality, and means (SOW 5.a) of accessing services will be provided during implementation. ■ Promotional materials are available on an on-going basis. ■ Other materials include orientation DVDs,Supervisor EAP Handbook(electronic), Training Catalog(electronic),Supervisor Guidelines Handbook(electronic), and a CD with camera-ready materials. ■ We welcome the County's input into these promotional activities, as with all features of the program, and can customize a plan to meet the County's requests. ■ Materials are available in a language other than English upon request. Monthly Employee and • Monthly Employee and Supervisor Electronic Newsletters are distributed to our Sup e rviso r Ne wsle tte rs client points of contact and uploaded onto our website. Other Services/Program Components ■ Telephonic interpretation in 200 of the most commonly spoken languages and Te le-Language Se rvic e s dialects including Spanish and Hmong. (SOW 2.b) • For in-person counseling referrals, individuals are matched with an affiliate who is an appropriate match to their clinical needs, as well as primary language. ■ Deer Oaks reimburses EAP participants for their cab, Lyft and Uber fares in the event Take the High Road Ride that they are incapacitated due to impairment by a substance or extreme emotional Re im b urse m e nt Pro g ra m condition. This process is simple,and like all other EAP services, confidential.This service is available once per year per participant with a maximum reimbursement of $45.00(excludes tip). ■ Deer Oaks provides expert telephonic consultation dealing with decisions regarding Fitness-for-Duty Consultation the need for a Fitness-for-Duty(FFD) Evaluation and can assist in recommending a &Re fe rra 1 FFD facilitator and coordinating a referral to the provider. ■ The employer is solely responsible to decide whether to refer an employee for a Fitness-for-Duty Evaluation and is responsible for working directly with the FFD provider and paying for the FFDE directly. DOTSubstance Abuse ■ Deer Oaks follows the standards for SAP services as stipulated by the State of Pro fe ssiona 1(SAP) Eva lua tions Transportation- 49 CFR Part 40 and makes recommendations concerning education, treatment,follow-up testing, and aftercare. Available on a fee-for- County ofFresnol 22 Employee Assistance Program se rvic e b a sis Program Evaluation ■ Quarterly utilization reports include statistical usage information without infringing Re p o rting on member confidentiality ■ Designated County personnel are able to track utilization and run canned reports on demand through our Focus Administrative Dashboard ■ A sample utilization report is provided as Attachment E. ■ Interactive Voice Response (IVR)-based satisfaction survey offered to members live Program Evaluation at the end of their initial phone call with a counselor or work/life consultant and at (SOW 4.c) case closure (results reported on a book-of-business basis) ■ Online member satisfaction survey available at case closure ■ Training survey ■ CISD survey ■ Monitoring of utilization,trends, and the effects of promotional campaigns ■ Monthly utilization reports and quarterly formal review of the data with County personnel ■ Call service centers hold International Organization for Standardization (ISO) Inte ma 1 Qua lity Contro 1 Pla n 9001:2008 certification. ISO 9001 is an international quality certification that defines requirements for a company's quality management system (QMS).Undergo annual audits to maintain this quality certification. ■ Internal audits of call center personnel each month consisting of silent call monitoring, clinical case work review,work/life case work review, secret shopper programs ■ Grievance procedure in place. We are committed to taking immediate action and corrective steps if deficiencies are identified by our clients. County ofFresnol 23 Employee Assistance Program K t,i 2. A detailed description of your proposal as it relates to each item listed under the "Scope of Work Proposal Requirements" section of this RFP. Bidder's response should be stated in the same order as are the "Scope of Work Proposal Requirements" items. Each description should begin with a restatement of the "Scope of Work Proposal Requirements" item that it is addressing. Bidders must explain their approach and method of satisfying each of the listed items. SCOPE OF WORK PROPOSAL REQUIREMENTS Pursuant to instructions included in this RFP, Proposal Content Requirements, a bidder's proposal shall include a response to the following: Vendor information and Administration 1. Provide a brief history of your EAP organization, including the following: a. Inception and years of experience in providing EAP services. Deer Oaks was established in 1992 and is wholly owned and privately-held by Paul Alan Boskind Ph.D. A national and global provider, Deer Oaks has successfully administered integrated EAP and Work/Life programming to employer groups throughout the country for 25 years. Implementing high-quality, built- to-suit EAP programming to public employers at competitive rates is our core business. In fact, 95% of our client base is comprised of public sector employers. b. History of any EAP mergers and acquisitions. Deer Oaks has not had any recent EAP mergers or acquisitions and does not have any pending. c. Connections, if any,with a parent organization. Other services/products provided by your organization, including your parent organization. What percentage of the organization's revenue comes from EAP and what percentage comes from other activities? Deer Oaks is not affiliated with a parent organization. Further, 100% of our revenue is derived from EAP. 2. Provide the resumes for your trainers and counsellors, including, but not limited to,years of experience, licenses, and certifications. Deer Oaks utilizes its network of trainers and affiliate counselors to conduct in-person training and counseling services for our client employers. The qualifications of these personnel are included in Vendor Company Data, C. Below are the resumes/bios for our key clinical and training personnel: Kennette Thigpen PhD, MSW, LCSW- Clinical Director Kennette Thigpen, PhD, MSW, LCSW-S serves as Director of Global Clinical Operations. Kennette joined the clinical team in May of 2013 as Clinical Operations Manager and transitioned to her current role in 2015. As Director of Global Clinical Operations, she specializes in streamlining and implementing processes across global service centers, maintaining unified processes and service quality while adapting to varying cultural contexts. Kennette holds a PhD in International Psychology from the Chicago School County ofFresnol 24 limptoyee Assistance Program of Professional Psychology, as well as a master's degree in social work from East Carolina University. She is an active member of the National Association of Social Workers and We the World. Colleen Coombs, MSSA, LCSW, CEAP—Clinical Team Lead Colleen Coombs began her career with our call center in 2011 as an elder care consultant. One year later, she transitioned into the role of a counselor on our clinical team. In the spring of 2014, Colleen transferred into her current role as clinical team lead, where she now provides day-to-day management of clinical operations and clinicians, oversees training and supervision structures, and works to ensure case quality. Colleen's experience includes providing care for the elderly at the Veteran's Administration, work with the Department of Social Services to helping at-risk youth, and intensive in-home treatment for adolescents in the community. Colleen currently volunteers as a support group facilitator for domestic violence survivors. She earned a bachelor's degree in social work from the University of North Carolina at Greensboro and a master's degree in social administration at Case Western Reserve University. Greg Brannan — Director of Business Development &Training Greg has been a Deer Oaks team member since 2012. He serves as our primary contact during the RFP process and supports training/marketing program development and implementation for our clients. Greg has more than 20 years of experience in the behavioral health industry and 16 years of corporate training experience. He specializes in developing and conducting engaging, interactive training courses designed to help organizations improve employee engagement and morale and to help both employees and managers to build strong workplace relationships and cope more effectively with stress. He's presented programs for the FBI, the State & Local Government Benefits Association (SALGBA), the National Association of State Personnel Executives (NASPE), the National Institutes of Health, the State of New Jersey, and various municipalities, school districts, and private companies. Greg holds a B.S. in Speech Communications from the State University of New York-College of Brockport and completed the Graduate Program in Marriage, Family&Child Counseling from the Pacific Christian College. 3. In the table below, indicate the number of Public and Private EAP plans your company has in force as of January 1,2017, by the number of eligible employees. What is the average tenure among your current clients? Less than 1,000 1,000-5,000 5,001-10,000 10,000+ Public 102 57 8 9 (includes 118 separate agencies) Private 20 5 1 1 The average tenure among our current clients is 5.42 years. 4. How do you measure the value that your EAP adds to the client company? Due to the difficulty encountered when attempting to quantify the monetary values of employee attraction and retention, absenteeism, and productivity in the workplace, we believe that the value of an EAP is relayed most evidently in the soft savings that having happy, healthy employees brings— including increases in productivity and loyalty. County ofFresno Therefore, we provide annual clinical outcomes reports (ECOMS), which measure the effectiveness of our clinical services throughout the participant's experience. The participant rates his/her status in terms of personal wellbeing, family relations, work relations and general wellbeing. ECOMS reports include aggregate counseling session outcome ratings with a comparison of the scores from the first session and final session. We also track general program utilization statistics in order to analyze trends and make suggestions for programming, promotion, and policies as appropriate. What value can your organization specifically add to the County? As stated in our Executive Summary, a highly utilized EAP can have an incredibly positive impact on employee productivity and presenteeism and assist in decreasing health plan, short-term disability, and worker's compensation claims. As a self-funded organization, the cost and utilization of medical programs is important to the County. Therefore, we have included a robust 8 visit counseling model for the County. In our experience and based on research, most short-term mental health issues can be resolved within 8 visits, resulting in higher case resolution within the EAP without the need for additional referral into costly medical plans. Further, by choosing a higher visit model, employees are more likely to see the value of the program, leading to increased program usage and positive outcomes. Secondly, we offer fully integrated EAP and Work-life Programming that is delivered by EAP and Work- life teams who are working under one roof, using one case management system, and following the same quality standards. This genuine integration allows for greater consistency in the management and delivery of services to our clients. Further, our combination of counseling and work-life services including legal, financial, child/elder care, and other daily living convenience services can truly be used by employees on a day-to-day basis. We not only provide assistance with mental health concerns, but also daily challenges such as finding a plumber to fix a leaky faucet, locating a travel agent to plan a vacation, or taking the guess work out of finding area day care centers that offer emergency child care services. The confirmed match referral process and rapid turnaround time are important steps in making employees' lives less stressful. Through this process, we ensure that the referrals we provide to individuals have availability and appropriately meet their needs. Otherwise, EAPs that simply provide online databases and/or work-life referral lists cause individuals more stress as they are then required to call several different agencies that may or may not have vacancies or end up not providing the services they require. Further, our work-life referral turnaround time (in as little as 6 business hours for urgent cases) provides individuals with a greater opportunity to take advantage of vacancies that oftentimes do not last very long. The sooner we get information into the hands of employees, the better their chances of successfully using the services of the work-life provider. Finally, we work to increase utilization of these services through targeted promotional campaigns such as our Did You Know Campaign, which focuses on promoting the range of available services outside of counseling. Due to our effective program awareness activities, our book of business EAP and Work-life case utilization rate in 2016 was nearly 40% higher than the national industry average. By maximizing the utilization of counseling and work-life/life management services for our client organizations, we help to significantly improve the health of their employees leading to lower health care costs and higher levels of productivity. County ofFresno 5. How often do you measure participant satisfaction with your program?Are you willing to conduct an annual employee satisfaction survey to County of Fresno employees? Deer Oaks evaluates participant satisfaction with customer service and delivery of services at various points throughout the process. A survey is offered live at the end of the initial phone call with a counselor or work-life consultant. This allows us to track customer satisfaction regarding the responsiveness, professionalism, and helpfulness of our staff. When a participant's case has been closed, an Interactive Voice Response (IVR)-based survey is made available to allow participants the opportunity to provide feedback on services/referrals they have received. Currently, the IVR-based surveys are for internal quality assurance purposes only and may be reported on a book-of-business basis. In addition to our IVR-based satisfaction survey, we also have an online satisfaction survey available on our website for members to complete upon case closure. We welcome members' reactions and feedback regarding a variety of satisfaction issues, including the location and convenience of offices, the efficiency and attitudes of the staff, and the effectiveness of the counseling. Each member is encouraged to login and complete the survey upon case closure. The results of online member satisfaction surveys are included on utilization reports when available based on the member completion rate. We are willing to conduct an annual online employee satisfaction survey for County employees if desired by the County in addition to the above activities. Further, satisfaction surveys are also provided to client points of contact following each critical incident response and training to ensure complete satisfaction with the provided service(s). These results are available to the County on a quarterly basis. Finally, in addition to quality assurance surveys, we also have ongoing internal quality assurance activities that assist us in measuring staff and process efficiency. Below is a summary of these additional activities: Case Mar------'-'P., Pvnnrti--r Cvctor • All client information, calls, instant message session, and face-to-face interaction with an individual are tracked in our proprietary case management system, allowing us to efficiently and effectively log and monitor cases in real time. Every interaction with an employee is stored in the system, ensuring that each time an employee contacts the EAP, he will not have to reiterate any information already provided. Our utilization reports are run directly from the data stored in the system. Program Participatio- • Account manager monitors utilization, trends, and the effects of various promotional campaigns on an on-going basis • Monthly utilization reports and formal review of the data with client personnel • Discuss trends and make suggestions regarding programming, promotion, and policies as appropriate Call Center • Our call service centers hold International Organization for Standardization (ISO) 9001:2008 certification. ISO 9001 is an international quality certification that defines requirements for a company's quality management system (QMS). A company's QMS comprises the organization's policies, procedures, and other requirements that ensure consistent customer satisfaction. ISO awards certification only after a lengthy application process, an internal audit, and an audit by an County ofFresnol 27 Employee Assistance Program independent external certification body. They undergo annual audits to maintain this quality certification. lntvrnryl Aiirlit- Our Quality Department conducts internal audits on a monthly basis, which consist of: • Silent monitoring of counselor/consultant intake calls and outgoing calls to assess an overall service quality index for each individual; • All EAP counselors have their case work reviewed formally on a monthly basis. Three cases per counselor per month are monitored for overall quality, accuracy and clinical protocols; • Team leads audit three to five work/life cases per consultant per month to review compliance with the edits made by the editors prior to sending the case to the end-user; • Secret Shopper Program: An independent (external) secret shopper service randomly tests the service up to three times per month. The secret shopper presents as a real caller needing services and never indicates that it is a secret shopper call. As he speaks with the consultant,the secret shopper uses a rubric to rate the consultant's greeting, tone of voice, active listening skills, and expectations set for next steps; • Each month, internal employees such as account managers and sales staff also test the service in a secret shopper model. • Our Quality Department uses a set of Quality Key Performance Indicators to measure overall quality performance: audits, complaints, secret shopper scores and participant satisfaction. These are calculated on a monthly and year-to-date basis; Complaints/Grievances • Deer Oaks has a grievance procedure in place. We want to know when the interaction with the service did not meet a member's need or expectation. Therefore, any complaint/appeal is considered very seriously. We conduct an in-depth investigation of each reported issue to identify where the breakdown occurred and to evaluate current processes to ensure that the issue does not reoccur. Concerns are documented, including a complete description of the complaint and the actions taken for resolution. Our quality assurance program ensures that we consistently provide the highest quality of services to our clients and achieve program objectives. We are committed to taking immediate action and corrective steps if deficiencies in service are identified by our clients. 6. Will you generate detailed quarterly utilization statements as described in the Scope of Work? What treatment outcome metrics do you track?What benchmark metrics are appropriate for the County with respect to the following statistics? a. Overall EAP utilization rate. b. The percentage of employees using the program. c. The number of follow up contacts. Yes, Deer Oaks will generate monthly or quarterly utilization reports as described in the Scope of Work for the County. Standard utilization reports are provided electronically each month or quarter and annually and include information requested by the County without infringing on member confidentiality. County ofFresnol 28 Employee Assistance Program Additionally, through our Focus Administrative Dashboard, designated County personnel will be able to track utilization data and run canned reports on-demand, anytime. Your account manager reviews the detailed reports on an ongoing basis, monitoring utilization trends and the effects of various promotional campaigns. Through dialogue with County representatives and reviewing the utilization reports, your account manager has the opportunity to keep her finger on the pulse of the EAP services being offered, keeping an eye out for trends that may indicate a need for specialized support. For example, if we notice that a number of employees are contacting the EAP regarding frustrations with colleagues, we might suggest offering training on dealing with workplace conflict. Similarly, if we see that a particular department has unusually low utilization levels, we could look at ways to increase program awareness through targeted promotions. She then applies these results to adapting the program as needed for the County, keeping in mind your organizational strategies and goals.A sample standard utilization report is included in Attachment E. Clinical Outcomes Reporting Due to the difficulty encountered when attempting to quantify the monetary values of employee attraction and retention, absenteeism, and productivity in the workplace, we believe that the value of an EAP is relayed most evidently in the soft savings that having happy, healthy employees brings— including increases in productivity and loyalty. Our Evolution Case Outcome Management System (ECOMS) measures the effectiveness of our clinical services throughout the participant's experience. This information is available in real time and supports the case manager, the counselor, and the employee by evaluating the effectiveness and progress of counseling at key points in the program. This process allows our case manager to intervene where necessary to direct the type of therapy being utilized as well as the relationship between participant and clinician, ensuring the best possible outcome is attained. Deer Oaks does not just deliver counseling; we help our clients understand the positive impact and value of our EAP. We back up our claims with confidential outcomes reports that include aggregate counseling session outcome ratings with a comparison of the scores from the first session and final session. The tool utilizes an Outcome Rating Scale to track participant-reported data after each counseling session. The participant rates his/her status in terms of personal wellbeing, family relations, work relations and general wellbeing. Reports are provided annually. A sample outcomes report is provided in Attachment E. Benchmark Data What benchmark metrics are appropriate for the County with respect to the following statistics? The following benchmark metrics are based on the average utilization statistics of counties of a similar size within our book of business. a. Overall EAP utilization rate. 10.25% EAP and Work-life case utilization (excludes web hits, training, onsite services,follow-up, etc.) b. The percentage of employees using the program. 10.25% c. The number of follow up contacts.This is not tracked on our utilization reports. Follow-up contacts as part of our case management process are performed within five (5) days of issuance of a referral to determine the outcome and status of the referral. County ofFresno 7. Provide a detailed transition plan for taking over the services with a timeline including estimates for completion of all steps and who is responsible for each step, as well as samples of any communication material that will be utilized. We are prepared to execute a seamless transition to the Deer Oaks program as we have done with hundreds of other clients. Kristina will lead the process and develop a streamlined implementation plan based on the County's needs and goals. We recognize the need to customize the program to individual departments and employee populations within the larger system and are mindful of the need to provide dedicated support to HR, managers, and employees. Our goal during implementation is to align our services to both your benefit and organizational goals, while executing a seamless, well-communicated transition and initiation of our program. We seek to gain a full understanding of the challenges you face, to design a targeted communication and training plan, and to set utilization targets. This goes beyond processes and procedures—we also want to understand your values and vision. The key objectives of the Deer Oaks Implementation Plan are: • At an operational level, all County requirements are fully understood by Deer Oaks staff involved in service delivery and contract management • All relevant systems and processes are in place prior to the effective date • All active cases are effectively transitioned for continuing support • The Deer Oaks service center is geared to receive calls of any nature from members (employees, managers, referrals, key wellbeing stakeholders) • The communication and awareness/engagement material is with HR, EAP administrators, and other personnel for distribution to employees • The framework of orientation/training/events/meetings/reporting is established for the forthcoming calendar year, in particular the first 3 months • The management of the program is fully established to deal with scheduled, unexpected and ad- hoc events Although a typical implementation plan is set at 30 days, we are able to implement programs in as little as one week in order to meet project deadlines. Kristina will be available to consult with County liaisons and other key personnel as needed and will guide program promotion and training efforts. She will work hand-in-hand with County personnel to identify key issues and develop innovative solutions through programming and consultation. Open and honest communication with clients is the foundation of our success. The following chart illustrates a sample implementation timeline based on a contract award date of 11/30/2017 and a 1/1/2018 contract effective date. Actual dates and tasks are subject to change. Implementation Task Representative(s) Involved Anticipated Anticipated Start Date End Date Contract Award& Execution Approval of Contract Fresno County(County) 11/30/2017 11/30/2017 Deer Oaks Executes Contract Deer Oaks CEO 12/1/2017 12/5/2017 Provide required insurance certificates Deer Oaks AMS (Account 12/1/2017 12/5/2017 Management Team comprised of Account Manager, Kristina County ofFresnol 30 Employee Assistance Program Herrera and Project Manager, Alicia Barrera ) County approves and executes contract County 12/05/2017 12/06/2017 Program Oversight Schedule initial conference call with key County County and Deer Oaks AMS 12/06/2017 12/06/2017 personnel to discuss implementation process and activities Identify key members from County and Deer Oaks and County and Deer Oaks AMS 12/06/2017 12/06/2017 determine schedule of implementation meetings and distribution of needs assessments and implementation packets Determine frequency of implementation meetings and County and Deer Oaks AMS 12/06/2017 12/06/2017 updates Conduct implementation meetings with procurement County and Deer Oaks AMS 12/11/2017 12/13/2017 and County personnel. Includes review of plan services and discussion of program expectations and goals Receive County EAP representative contact County and Deer Oaks AMS 12/06/2017 12/06/2017 information Incorporate needs assessment information and any Deer Oaks AMS 12/13/2017 12/14/2017 additional requirements and/or expectations into the project plan Determine preferred process for transition of active County and Deer Oaks AMS 12/11/2017 12/13/2017 cases Create customer profile in database Deer Oaks AMS 12/04/2017 12/04/2017 Schedule and conduct internal training on County Deer Oaks AMS 12/27/2017 12/27/2017 culture and employer-specific procedures, protocols and program design features Online Access Set-up a username/password for web access, Deer Oaks IT 12/06/2017 12/11/2017 iConnectYou App, and focus reporting Discuss website branding and color scheme County and Deer Oaks AMS 12/12/2017 12/12/2017 Implement web branding preferences Deer Oaks IT 12/12/2017 12/20/2017 Provide EAP link to be added to County member Deer Oaks IT/County IT 12/22/2017 12/22/2017 intranet sites Ensure website, email and live chat functions are Deer Oaks IT 12/28/2017 12/31/2017 working appropriately EAP Programmatic Design Work with incumbent to transition active cases per the Deer Oaks AMS 12/1/2017 12/31/2017 processes specified by County Review current County policies and procedures County and Deer Oaks AMS 12/11/2017 12/13/2017 regarding referrals to the EAP as part of the disciplinary action or management tool Review County eligibility standards County and Deer Oaks AMS 12/11/2017 12/13/2017 Establishment of Protocol for interfacing and County and Deer Oaks AMS 12/11/2017 12/13/2017 coordinating with TPA, Health Plan,Wellness Vendor, on-site clinic, etc. Establishment of CISM procedures and protocol County and Deer Oaks AMS 12/11/2017 12/13/2017 County ofFresnol 31 Employee Assistance Program Establishment of report formatting and procedures County and Deer Oaks AMS 12/11/2017 12/13/2017 Establishment of protocol for participant,training and County and Deer Oaks AMS 12/11/2017 12/13/2017 CISD satisfaction surveys Review of Confidentiality Rules and Regulations County and Deer Oaks AMS 12/11/2017 12/13/2017 Establishment of the Helpline Number for the County Deer Oaks AMS 12/05/2017 12/11/2017 Ensure call center is available to accept calls from the Deer Oaks AMS 12/28/2017 12/31/2017 County Network Receive an updated zip code census from County County 12/11/2017 12/11/2017 Run a GeoAccess Provider Coverage Report based on Deer Oaks Network Development 12/11/2017 12/15/2017 the County census Team Identify any gaps in coverage and enhance provider Deer Oaks Network Development 12/18/2017 ongoing network, including special or preferred providers as Team needed Program Promotion Discuss past program promotion/communication County and Deer Oaks AMS 12/11/2017 12/13/2017 efforts Develop multi-faceted communication plan for County and Deer Oaks AMS 12/11/2017 12/13/2017 program roll-out Develop communication materials County and Deer Oaks AMS 12/11/2017 12/15/2017 Obtain Approval of Design, Final Count, and Method of County and Deer Oaks AMS 12/18/2017 12/20/2017 Distribution for Welcome Letter, Wallet Cards, Posters, Brochures Deliver communication materials for implementation County and Deer Oaks AMS 12/28/2017 12/28/2017 Develop schedule & method for distribution of County and Deer Oaks AMS 12/11/2017 12/13/2017 electronic newsletters/materials Develop Schedule for Employee Orientations County and Deer Oaks AMS 12/11/2017 12/13/2017 Develop Schedule for Supervisory Trainings County and Deer Oaks AMS 12/11/2017 12/13/2017 Develop Schedule for health and wellness fairs and County and Deer Oaks AMS 12/11/2017 12/13/2017 other events Provide training/event request forms to County key County and Deer Oaks AMS 12/11/2017 12/13/2017 personnel Review process for requesting trainings/orientations/ County and Deer Oaks AMS 12/11/2017 12/13/2017 CISM and other events with the County Sample communication materials are provided as Attachment G. County ofFresno 8. Please describe all performance guarantees you will be providing to the County,such as successful program implementation, meeting minimum participant satisfaction standards,and minimum participation standards. What fees do you put at risk for failing to meet these standards? Deer Oaks offers the County the following performance guarantees. These are open to discussion and negotiation. Service Area Performance Standard/Metric Used Penalty/%of Fee at Risk 1. Customer Service All member concerns will be logged and tracked 1%of fees at risk annually and >_95%will be resolved within 30 calendar days./Number of complaints received from Participants resolved within 30 calendar days divided by the total number of complaints received from Participants. 2. Reporting Monthly utilization reports will be delivered at 1%of fees at risk per minimum within 30 days after the end of each quarter month./County will confirm receipt of the reports. 3. Reporting Annual utilization reports will be delivered within 1%of fees at risk annually 45 days following the end of the annual contract period./County will confirm receipt of the reports. 4. Account Management Deer Oaks shall guarantee staffing at each benefit 1%of fees at risk annually fair and open enrollment meeting as requested by the County or its designee./County will confirm attendance. 5. Implementation Deer Oaks shall complete all implementation 2%fees at risk following activities by the program effective date as implementation (one-time designated by the County. fee) 6. Member Satisfaction 90%positive response rate on training satisfaction 1%of fees at risk annually surveys./Average annual training satisfaction survey score as reported on utilization reports. 9. Please confirm that you have reviewed the Model County Contract(Exhibit B)and are able to comply with the terms and conditions, including:4.Termination, 7. Health Insurance Portability and Accountability Act, Hold Harmless, 11. Insurance, and 14. Governing Law. Please note any exceptions and provide a detailed remedy. Deer Oaks confirms that it has reviewed the Model County Contract and is able to comply with the terms and conditions including the specific sections notated above. Participant Services and Communication 10. Describe your process and procedures when you receive the initial call from a member seeking routine, urgent or crisis counseling. How long must a member wait to speak with a counselor in these situations? County ofFresno Multiple Access Points Deer Oaks offers members a variety of 24/7 access points to the EAP including: • Toll-free Helpline answered live by Master's level Counselors 24 hours a day. Employees will never reach an automated messaging system, phone tree, or general customer service representative.They will speak directly with a live EAP clinician each and every time they call for assistance, no matter the day or time. This immediate clinical access eliminates the delay in receipt of services associated with intake conducted by an answering or similar service that relies on paging an on-call clinician for after-hours assistance. • iConnectYou Smartphone Application through which members may engage with a counselor via phone,video, instant messaging or SMS text.The App is free to download for EAP members. • LiveCONNECT Instant Messaging through which members may chat live with a Work-life Consultant regarding child care, elder care and other daily living work-life issues. Offering County employees multiple ways to access services allows them the opportunity to choose the avenue that is most comfortable for them, thus increasing the likelihood that they will utilize the service. This is especially important in today's multi-generational workforce. A "Baby Boomer" employee may prefer to pick up the phone to access services, where a "Millennial" would be attracted to the idea of instant messaging, texting, or video chatting with a counselor. Intake & Clinical Assessment Immediate clinical assistance is available 24/7/365. Calls received after-hours and on weekends receive the same level of service as those received during regular business hours. Master's level counselors and a clinical supervisor are always available to handle emergency(and other) cases. The assessment process, which determines the need for counseling, begins at the case intake. A Master's level clinician gathers demographic information and through a series of routine questions, screens for risk, identifies the presenting problem(s), and triages participants to the most appropriate resource(s)to meet their needs and preferences. Resources may include: • Telephonic EAP clinical assessment • Immediate crisis intervention and in-the-moment support for urgent/emergent cases • Referral coordination to an EAP network provider for short-term counseling sessions • Connect with an attorney or financial counselor for legal and financial assistance • Consult with a Work-life Consultant for child/elder/daily living referrals • Discuss referrals to local community resources i.e. the United Way, AA meeting, support groups or other benefit plan resources i.e. medical plan, wellness program, etc. as appropriate via BenefitCON N ECT If the issue is determined to be clinical in nature, the member receives a thorough, telephonic clinical assessment with one of our counselors during the initial call that includes: • Expert identification of the presenting problem or need • Investigation into support systems • Coping strategies • Additional background information • Mandatory risk assessment County ofFresno The final step is a treatment plan that encompasses the short-term focus as well as clearly identified goals that have been agreed upon with the client. Aside from the severity of the presenting problem, risk in relation to self and others is a key factor in determining the need and urgency of an appointment. If during the course of the clinical assessment, it is determined that a referral to a network provider for in-person short-term counseling is necessary, the assigned case manager in coordination with our Network Advantage Team: • identifies and contacts counselors based on the member's location, presenting problem, needs, availability, and counselor-client matching (gender, ethnicity, religious preference, etc.) and • provides the identified counselor's information to the member to schedule an appointment at a time that is convenient for him/her. The following indicates the timelines for confirmed clinical referrals and appointment availability by standard, urgent, and emergent cases. • Intake & Telephonic Clinical Assessment — Available immediately during the member's initial call into the EAP 24/7 • Standard — A counselor is appointed within two (2) business days from the time of the telephone assessment. The case manager contacts the employee with the appointed counselor's name and contact information. The counselor must have appointment availability within five (5) business days of accepting the case. • Urgent —Appointments for urgent requests are escalated and the case manager contacts the employee with a confirmed referral to an affiliate counselor within one (1) business day. The provider must have appointment availability within three (3) business days of the initial contact with the EAP. In-the-moment telephonic counseling is provided to those in need of such support. • Emergent — In extreme crisis situations, the case manager follows the escalation procedure as warranted. This may include involvement of emergency services, ER or hospitalization to preserve the employee's safety. If emergency services become involved, we ensure that the appropriate services are being offered by confirming with the emergency responders who arrive on the scene, whenever possible. If not possible, we provide a welfare check to ensure that the crisis has been resolved. If the safety of the caller is confirmed and emergency services are not needed, the counselor provides in-the-moment support. Face-to-face counseling is then provided on the timeframe for urgent requests. Multi-lingual Services To assist non-English speaking persons, we utilize our telephonic translation service that covers more than 200 of the most commonly spoken languages. For in-person counseling referrals, individuals are matched with an affiliate who is an appropriate match to their clinical needs, as well as primary language. The successful match occurs in 98% of the members served. In the 2% of cases where there is not an available provider to speak the preferred language, we provide bridge counseling via the translation service, while we are identifying an affiliate with the appropriate clinical credentials and language fluency. County ofFresno JI� Short-Term Counseling County employees along with their dependents and household members will be eligible to receive up to eight (8) sessions per issue for assessment and short-term counseling Family per 12 month period. Through the increased visit model, the County may experience higher case resolution within the EAP resulting in a decrease in the number of cases that require onward referral into the County's health plan. Counselingr'� may be provided in-person, telephonically, video, or SMS text Top 6 based on the member's preferences and clinical suitability. Reasons ' People RelotionshipM Contact the The primary counseling model used by Deer Oaks is called Issues EAP solution-focused brief therapy. This involves a move away from the analysis of problems to the discovery of solutions that are already at work in an individual's life. The therapy Depression— concentrates on helping individuals identify the skills, strengths, and resources that are already present and moves them towards a solution. Through this method, the Deer Oaks EAP supports employees and their family/household members on a wide range of mental health topics for which short-term counseling is appropriate. Individuals may access the service for support with a variety of personal and work-related issues, including but not limited to: • Emotional & psychological issues • Domestic violence • Stress/tension/grief • Physical &emotional abuse • Depression, anxiety • Substance abuse &dependency • Anger management • Occupational issues/job stress • Marital &family relationships • Career planning • Interpersonal relationships • Job performance &attendance issues • Family& parenting issues • Interpersonal problems with coworkers • Child &adolescent problems • Adjustment to disability counseling • Bullying/discrimination/harassment • Crisis management, workplace violence • Childcare/eldercare issues • Coping with chronic medical conditions The EAP does not cover issues that require physician/psychiatric evaluation, psychological testing, chronic mental health illness, long-term psychotherapy treatment, or inpatient or residential treatment services. In these cases, we will provide the individual with an appropriate referral to either his/her health plan or to other community resources. 11. Describe your assessment process. What are your criteria to determine whether you will work with a member in-house, or refer the member to an outside provider? Who makes this determination and what is this person's training? Clinical Assessment Framework Through the clinical assessment process, our Master's level counselors seek to identify the presenting problem or need, investigate into support systems, discuss coping strategies, gather additional background information and assess for risk. The telephonic clinical assessment focuses on psych000cial factors to determine the need and urgency for an appointment. Aside from the severity of the County of Fresno 1 36 Employee Assistance Program presenting problem, risk in relation to self and others is also a key factor in determining the need and urgency of an appointment. Where required, an appropriate safety plan can be discussed and implemented immediately with employees who are at immediate risk of harm to self or others. Below is an overview of the initial clinical assessment framework: 1. Presenting Problem: • How does the individual define/identify the problem? • Is there a precipitating event or trigger? • How is the problem affecting the individual physically, emotionally, and mentally? • Changes are identified in relation to mood, appetite, sleep, anxiety levels, energy levels, etc. • What changes/goals would the individual like to see happening in his/ her life? • The assessment process is discussed • Determine ability to focus in the short-term format 2. Background History: • Has he/she received counseling before? • Is the individual experiencing a recent problem or a recurring one? • What in his/her background history is relevant to the presenting problem? • What is the individual's support system (family/friends/etc.)? • How is the problem affecting his/her job performance? • Has he/she used coping strategies in the past? Is the individual currently using coping strategies?What are they? • What are the individual's strengths? 3. Risk Assessments: • Substance misuse/abuse (alcohol/drug assessment is used when indicated) • Suicidal intent(following guidelines for suicide risk) • Self-harm (e.g., cutting, risky sexual behavior, etc.) • Domestic violence • Psychiatric history • Medical conditions • A list of current medications is collected 4. Counseling Plan: • Solution-focused • Redirect to long-term counseling • Clearly identify the short-term focus Short-Term Counseling Criteria For a participant to be appropriate for short-term EAP counseling, he must be able to achieve some benefit from counseling in a limited time frame. During the telephonic clinical assessment,the counselor seeks to identify the specific short-term focus for the sessions, as well as any specific goals that have been noted and agreed on with the participant. The problems that the participant presents with should be reasonably addressed in a time-limited format, and the participant should be able to remain focused on those problems for the duration of the counseling contract. County ofFresno Below are our clinical guidelines for making the determination: • Purposes of short-term counseling • To work toward resolving problem areas and reducing symptoms that are acute and responsive to brief treatment • To support participants in managing adjustment problems • To assist participants in the development of better coping strategies and abilities • Crisis intervention • To motivate, mobilize, and provide psycho-education to participants who could benefit from ongoing psychotherapy • Indicators for short-term counseling • Symptoms are acute (sudden onset and short duration) • Recent onset of presenting problems • Participant's functioning is minimally to moderately compromised • Participant is agreeable to the short-term treatment process • Participant is able and willing to focus on short-term issues even though there may be long-term issues present • Possible issues for focus of short-term counseling • General stress • Work-related stress • Moderate psychological symptoms: Participant is experiencing acute and/or moderate anxiety or depression and needs support in identifying basic coping skills for managing symptoms • Relationship conflict with colleagues • Family/partner relationship conflict • Bereavement • Adjustment issues (changes at work, relationships, cultural) • Life transitions • Problem identification and further assessment: Participant may be unable to define the problem (or has multiple issues), but has willingness to participate in counseling and may benefit from a few sessions to define and clarify the best way forward. Long-Term Treatment Criteria For a participant whose presenting problem cannot be reasonably addressed in a time-limited format, or who has multiple concerns and no clear focus, the counselor will discuss this with the participant and determine appropriate resources that the participant may access outside the EAP.The counselor may, in this case, provide some telephone support (or limited face-to-face or structured telephone counseling sessions)to aid in the participant's transition to those long-term resources. Below are our clinical guidelines for making the determination: • Indicators for long-term psychotherapy • Symptoms are chronic (slow to develop and of long duration) • Presenting problems have been in existence for a long time • Participant's functioning is severely compromised • Previous attempts at short-term counseling have been unsuccessful • Abrupt ending of sessions could be detrimental to the participant emotionally • Possible issues for focus of long-term psychotherapy • Evidence of psychosis • Severe depression (untreated previously) County ofFresno • Personality disorders (e.g., schizoid, borderline) • Sexual problems/dysfunction of some duration • Childhood abuse as a presenting issue • Chemical dependency as a presenting issue and in need of treatment • Eating disorders as a presenting issue and where medical evaluation is needed • Complex phobias • Impulse controls (e.g., kleptomania, gambling) Counselor Qualifications All of our in-house counselors have a minimum of a master's degree in social work, counseling, or a related area of study and at least two years' experience providing direct counseling or mental health services. Clinicians providing telephonic or online counseling are licensed mental health professionals. Our intake staff has solid experience in intake and crisis management, clinical assessments, chemical dependency, trauma response, and other relevant interventions. Counselors are required to complete our induction training including assessment skills training, risk assessment and crisis response, and outcome management; participate in ongoing training; and are supervised by a clinical management team. 12. Describe your follow-up process for new referrals, ongoing cases, and closed cases. How do you evaluate the effectiveness of the agency to which you are referring members? Case management/follow-up is provided for all clinical cases within the EAP and ongoing for mandatory referrals. All clinical EAP cases are overseen by a case manager who is responsible for managing the progress, quality, and clinical content of the counseling. The assigned case manager interacts with the face-to-face counselor at the beginning phase to establish the treatment focus and follows up at prescribed intervals during the case process to ensure quality. The case manager reviews the suitability of the referral as well as the client's progress toward goal attainment. Finally, at the conclusion of the case, the case manager reviews the case again, and discusses the employee's overall satisfaction as well as any onward referrals and resources that may be appropriate. If a self-refer clinical case requires referral to a resource outside of the EAP, we follow-up to ensure that the referral is received and the appointment has been made. No additional telephone review or follow-up is provided. Ongoing case management is provided for all mandatory referrals. Provider Effectiveness We evaluate the effectiveness of our providers through our clinical case management process (described above), provider monitoring and quality assurance activities, outcomes reporting, and participant satisfaction surveys. Our affiliate providers are expected to deliver the highest quality of EAP counseling. Under the direct management of a case manager, all affiliate counselors must deliver services as trained by our team, and must do so with our universal case management system. Affiliate counselors are monitored on all interactions with participants via a secure electronic database. Clinical governance is provided by our clinical team, including case managers and clinical service and quality managers. A designated case manager offers clinical oversight and case review. Any anomalies or quality issues are addressed immediately by a clinical manager for appropriate case review. Additionally, our affiliates are required to participate in our Clinical Foundations Training Series. The series offers four one-hour sessions of professional development training designed specifically to County ofFresno familiarize our affiliates with our policies and practices. This series offering allows us to align clinical goals among affiliates and the organization as a whole. Our counselor training is an ongoing process. We meet with affiliate counselors on a quarterly basis (either face-to-face or via WebEx) to review cases, discuss trends in case types, review operational processes, and conduct a quality audit. This ensures that our training is not only introductory, but ongoing, in a collaborative setting to ensure that best practices are always followed. In addition, there are regularly scheduled training courses, personal therapy, and other broadening professional activities. Finally, through our Evolution Case Outcome Management System (ECOMS), we measure the effectiveness of our clinical services throughout the participant's experience. This information is available in real time and supports the case manager, the counselor, and the employee by evaluating the effectiveness and progress of counseling at key points in the program. This process allows our case manager to intervene where necessary to direct the type of therapy being utilized as well as the relationship between participant and clinician, ensuring the best possible outcome is attained. 13. Explain how you coordinate with medical carriers on mental health benefits. We understand the importance of integrating and coordinating the EAP with other County health care vendors. Oftentimes, mental health issues are accompanied by physical ailments and require a holistic approach. Through BenefitCONNECT, we work to proactively integrate EAP services with other significant employer health benefits i.e. health EAP Case Resolution Rote Across the Deer Oaks book of plan, disease management, wellness, etc. As part of the service, we business,95%of cases are reach out to each employer-sponsored benefit provider during Iresolved within the EAP with only implementation to introduce our program and agree to protocols 3%referred to long-term care/the for transferring and connecting employees to each service. This participant's behavioral health process includes establishing procedures for cross-promoting and provider and 2%referredfor cross-referring members to appropriate County-sponsored work/life-related consultation. programs including health plans, with a focus on supporting clients who have identified health risks, especially healthy weight maintenance, tobacco cessation, physical inactivity, healthy eating/nutrition, and stress management. This information is incorporated into our case management system for easy review by our staff and can also be made available through the 'My Benefits' center on the EAP website. For cases that present with issues that are outside of the scope of the EAP, we will make an immediate referral to an appropriate provider through the employee's health plan and/or to cost-effective community resources. 14. What is the process for helping managers deal with unacceptable job performance? Deer Oaks offers unlimited telephonic consultation to supervisors attempting to manage employees with job performance problems. Our counselors can assist County supervisors in processing the behavior/issues and determine the appropriate action i.e. coaching sessions, supervisor-suggested referrals, mandatory referrals,fitness-for-duty referrals, mediation, etc. If the counselor and supervisor agree that a mandatory referral is appropriate, the counselor explains the referral process, coaches the supervisor on how to engage with the employee regarding the referral and ensures that the supervisor has all of the applicable forms. County ofFresno Once Deer Oaks has the signed consent of the employee, we contact him or her as soon as the referral form has been received or, if the County prefers, the employee may contact the EAP within two (2) business days. The case manager completes an initial assessment within two (2) business days and provides a confirmed match referral/appointment. If the employee does not call within this timeframe, the Employer-designated representative is notified. The Clinical Case Manager then contacts the Employer-designated representative via e-mail or phone to inform him/her of the date of the first appointment and provides progress reports at clinically appropriate periods during the process. At the end of the case, the Clinical Case Manager provides the Employer-designated representative with a formal letter of case closure summarizing the dates of the employee's appointments. Deer Oaks is available to provide training seminars to supervisors and managers on the mandatory referral process and to provide management consultations throughout the contract term on this and other issues facing managers and supervisors. We also have a Mandatory Referral Guidelines Handbook that is available electronically for distribution to your management team. Conflict Resolution/Mediation Services In addition to mandatory referral coordination, Deer Oaks is experienced at providing conflict resolution/mediation services in the workplace for our client employers. We can provide work-related mediation services to assist with resolving workplace conflict and interpersonal issues and offer three levels of service. • Conflict Resolution: two-party counseling via a formal mandatory referral- included in proposed rates • A 30-minute in-person mediation session with an attorney qualified as a mediator- included within our Legal Assist Program • Full-service in-person mediation service with a qualified mediator; the mediator meets with each party separately and then jointly, establishes an action plan and follows up-fee-for-service As part of this process, we provide input and advice to your HR department as to whether mediation would be appropriate for each potential case through our telephonic management consultation service. Managers, supervisors and HR may call our dedicated Helpline for a management consultation and to request workplace conflict resolution and mediation services. 15. Do telephone sessions count towards session limits? The initial telephonic intake, telephonic clinical assessment, follow-up calls, general information calls, etc. do not count towards the session limits. Following the assessment, if a member prefers structured telephonic counseling in lieu of face-to-face counseling, the structured telephonic counseling sessions would count towards the member's 8 sessions per issue per year. 16. What are the credentialing and experience requirements for the phone staff? Telephonic Intake Counselors All of our telephonic intake counselors have a minimum of a master's degree in social work, counseling, or a related area of study and at least two years' experience providing direct counseling or mental health services. Clinicians providing telephonic or online counseling are licensed mental health professionals. Our intake staff has solid experience in intake and crisis management, clinical assessments, chemical dependency, trauma response, and other relevant interventions. Counselors are required to complete our induction training including assessment skills training, risk assessment and crisis response, and County ofFresno outcome management; participate in ongoing training; and are supervised by a clinical management team. Manager Consult & Mandatory Referral Team In addition to meeting or exceeding the minimum requirements for telephonic counseling staff, clinicians on the manager consultation and mandatory referral team must: • Be selected by supervisor based on achievement of quality scores of 93%or higher for three consecutive months • Have experience as an EAP counselor and pass the probationary period required for staff clinicians • Complete the Manager Referral Specialist Training and Management and Disciplinary Referral Training (24 additional hours of training) • Complete referral specialist training assessments with a passing score of 85%or higher • Sign and establish understanding of the document"What it Means to be a Manager Referral Specialist" • Maintain a quality score of 93%or higher on monthly case audits Work-Life Consultants Elder Care:A bachelor's degree in counseling, social work, or a related field, plus three years of direct experience within elder care systems/facilities. Child Care:A bachelor's degree in early childhood education, elementary education, or a related field, plus at least three years of direct care experience. Daily Living: A bachelor's degree and one to two years of related experience. 17. What are the license requirements of the providers? How often are providers re-credentialed? What is the turn-over rate for the network? Deer Oaks maintains an extensive national network of 56,000+ counselors located in every state and Puerto Rico to provide in-person assessment, counseling, and related services for client members. The minimum standards for network inclusion in the US are as follows: • Possession of a minimum of a master's degree in a mental health discipline • Three years minimum post master's experience in the direct provision of clinical care • Current and unrestricted license as a mental health practitioner at the independent practice level • Maintenance of professional liability insurance at the level of $1 million per occurrence and $3 million aggregate • Attestation/disclosure to the existence of prior sanctions or limitations to license, malpractice claims history, the existence of felony convictions, and the ability to perform the essential functions of an EAP counselor As a certified Credentials Verification Organization (CVO) through the National Committee for Quality Assurance (NCQA), our credentialing department performs primary source verification in accordance with NCQA standards each time a provider is credentialed or re-credentialed (every three years). As such, each provider's accreditations, insurance, supervision, and continuing professional development credits are primary source verified by our network management team. County ofFresno 1 42 Employee Assistance program Provider Turnover Our provider turnover rate in 2016 was 3% (includes both voluntary and involuntary). Provider turnover is a natural occurrence in a dynamic network, such as ours. We find that voluntary terminations are most often a result of retirement, an affiliate at maximum client capacity, an affiliate's decision to no longer practice, an affiliate's decision to leave their group, or death. Additionally, providers who fail to meet re-credentia ling requirements; are not recommended by the credentialing committee; have been the subject of disciplinary action; or do not adhere to contract negotiations are involuntarily terminated. Our network gains, however, continue to outweigh these losses; the dedicated efforts of our recruitment and credentialing teams ensure that we continue to see exponential network growth. 18. How many providers are in your network in Fresno County? In California? Do you have any plans to recruit additional providers in the County of Fresno? We have an established network of 75 affiliate providers in Fresno County and 6,296 affiliate providers in the State of California. Based on our GeoAccess Coverage Report, 98.74% of County employees have access to at least one counselor within a 25-mile radius of his/her home. We will use this data in order to focus provider recruitment efforts in areas with limited coverage if we are awarded the contract. We have a dedicated team that is responsible for conducting outreach and provider credentialing, ensuring an efficient recruiting process within a timeline of 60 to 90 days. Once the County is an existing client, we perform monthly analysis of the network and utilization rates to determine areas of ongoing focus. Our internal network database tracks where requests are coming from and compares this information against our existing provider network on an ongoing basis. Our overall provider network development strategy is constantly changing based on our clients' needs. We continually assess the network and establish priorities related to areas where additional coverage is required based on existing, new, and anticipated needs. Finally, in instances where a specific provider is requested by a County member and he/she is not already a credentialed member of our network, we can create a one-time agreement with the requested counselor while he/she is pending approval into our network so as to not delay the case referral. Below is a summary of our California and Fresno County-area provider networks: Providers in Fresno County by Provider Type #Providers Providers in Fresno County Marriage & Family Therapist 20 by City #Providers Master Level Clinician 4 Clovis 12 Professional Counselor 5 Fresno 63 Psychologist 1 17 75 Providers in Fresno County Social Worker 1 29 75 Providers in Fresno County County ofFresno Fresno County GeoAccess Coverage Assessment Summary Number of Employees 6,925 Coverage Criteria 1 Provider in 25 Miles Employees with Match# 6,838 Employees with Match % 98.74% Employees without Match 87 State of California State of California State of California Providers by County #Providers Providers by County #Providers Providers by County #Providers Alameda 255 Los Angeles 1474 San Luis Obispo 60 Amador 4 Madera 8 San Mateo 79 Broward 1 Marin 82 Santa Barbara 64 Butte 42 Mariposa 2 Santa Clara 188 Calaveras 6 Mendocino 29 Santa Cruz 109 Clallam 1 Merced 18 Shasta 35 Colusa 2 Mono 2 Siskiyou 4 Contra Costa 158 Monterey 66 Solano 30 Del Norte 7 Napa 11 Sonoma 199 El Dorado 43 Nevada 37 Spokane 1 Fremont 1 Orange 584 Stanislaus 59 Fresno 75 Placer 121 Sutter 17 Glenn 1 Plumas 3 Tehama 5 Humboldt 24 Riverside 303 Tillamook 1 Imperial 5 Sacramento 313 Tulare 24 Inyo 3 San Benito 1 Tuolumne 12 Kern 50 San Bernardino 340 Ventura 187 Kings 8 San Diego 826 Wade Hampton 1 Lake 9 San Francisco 218 Yolo 29 Lassen 1 San Joaquin 56 Yuba 2 6,296 Affiliate Providers in the State of California 19. Do you provide onsite instructor-led trainings and/or webinars with certified trainers? Please describe the content available for such trainings and webinars. Is there a minimum attendance requirement per training/webinar? Do you charge cancellation fees for trainings/webinars? If so, please provide a detailed description in your Cost Proposal. Yes, Deer Oaks offers the County unlimited onsite and Webinar training conducted by experienced trainers. We maintain a robust training program that is designed to assist the County in promoting a healthy and motivated work environment where employees are engaged and effective in their roles. Our wellness and personal development topics may also be used by the County to provide important health and wellness education as a means of proactive prevention and may supplement other wellness initiatives in place through the County's health and wellness programs. Deer Oaks understands that county government faces unique challenges in providing professional development opportunities for their staff. Because of the diverse nature of its workforce who work County ofFresno many different schedules and at dispersed locations, reaching them with professional development opportunities can be a challenging undertaking. Deer Oaks meets this challenge by including a customized training approach designed to maximize staff participation as part of our core EAP Services. Our customized approach includes the following components: o Consultation to Develop an Annual Manager/Supervisor & Employee Training Program. Our Director of Training, Greg Brannan specializes in the development of issue-focused webinar series for supervisors, managers, and employees. He consults with client personnel to discuss workgroup issues and then develops a tailored training program that addresses the identified challenges. Some of the specific campaigns he has development and conducted for our clients include stress management, respect in the workplace, employee engagement, diversity in the workplace, and leadership development. Greg has more than 16 years of experience in training and organizational development. He specializes in providing engaging, interactive training courses designed to help organizations improve employee engagement, and to help both employees and managers to build strong workplace relationships and cope more effectively with stress. o Unlimited onsite services that may be used for event attendance and onsite training for employees and managers at City of Austin every County location. Our Training Catalog has 100 seminars Stress Management Webinar covering a variety of work/life, wellness and EAP topics in the Series following categories: People Management, Caregiving, 706 employees completed the Financial, Legal, Wellness, and Personal and Professional 2016 Stress Management Series Development. We utilize a network of local trainers to deliver onsite seminars for our clients. 96.2%of surveyed participants stated that the series gave o Unlimited live webinar training from our Webinar Catalog for them the tips and resources to both employees and managers is included within our reduce stress in their lives. proposed solution. The webinars can be offered by 95.9%of participants stated department or county-wide, and the content can be that they would recommend customized to the needs of the specific targeted employee the series to a co-worker. population or audience. Through the use of webinars, we are 99.2%of surveyed participants able to increase outreach to all County locations, maximize stated that they enjoyed having attendance, increase program awareness, and track the webinar option to view on attendance for both the live and recorded webinar viewings. their own time. Recordings of all webinars are provided to the County following the live training and may be distributed to employees or uploaded onto the intranet or training center websites. o Unlimited live and pre-recorded Supervisor and Employee Orientation Webinars provide individuals with a thorough understanding of how the EAP works and allow the opportunity for them to ask questions. The sessions also focus on the very practical aspects of the service, as well as the counseling, so that employees are aware of the broad scope of support that is available. County ofFresno 1 45 Employee Assistance Program Our Supervisor orientations cover topics such as: • Overview of the EAP • Explanation of the services offered and how they can support managers • Indicators that an employee may need assistance • How to recognize the warning signs of stress • How to monitor employee work performance • How to conduct constructive confrontation interviews with troubled employees • Rationale for managers to address employee's problems through utilization of the EAP • How to make an effective EAP referral (either suggested or mandatory) • How to follow up with employees following referral to the EAP • Substance abuse information • Manager roles and responsibilities in the implementation and use of the EAP The outcome of conducting initial and ongoing supervisor orientation sessions is that usage of the EAP increases, as employees and managers understand the full scope of the service. Managers also become more proactive in dealing with difficult employee situations, make more referrals, and know how to use the service as a management tool. o On-demand recorded webinars that staff can view at their convenience. These include our pre- recorded webinar orientations, recordings of all live webinars presented for the County, and any topics requested by the County from our Webinar Catalog to be recorded for internal distribution. Recordings may be uploaded onto the County's intranet and Employee Assistance Program websites. o Online seminars, videos, and skill builder e-learning courses available on the Deer Oaks Work/Life Website. They are available 24/7 from the convenience of employees' homes, work, or on-the-go. We maintain an archive of on-demand online seminars and add a new seminar monthly. The skill builder e-learning courses include certificates of completion for download following each session, making them an effective tool for workplace training. o Supervisor Excellence Webinar Series & Leadership Certificate Program. This program is a free webinar series designed to provide supervisors and managers with enhanced skills to improve workplace morale, employee motivation, and staff productivity. Our 2017 topics include Thinking for Success, How to Motivate your Employees, Five Steps to Building Trust with your Team, Advanced Coaching Skills for Leaders, Maximizing the Productivity of Your Team, Emotional Intelligence for Supervisors. Managers and supervisors who attend 5 of the 6 webinars will receive the Deer Oaks 2017 Leadership Certificate. Clients who start with Deer Oaks at any time during the year will have access to recordings of previously conducted seminars in order to count towards the Leadership Certificate requirement. o Wellness education is an integral part of the Deer Oaks EAP and Work/Life program. Approximately $270 billion is spent each year treating preventable conditions related to tobacco, adult-onset diabetes, and obesity. Employers bear the brunt of these costs through escalating health care costs, lost productivity, increased absenteeism and worker's compensation costs. The EAP is a perfect resource to help members address the issues underlying these health risks i.e. depression, stress, anxiety, etc. early before they have a negative impact on the employee's health and functioning, as well as to assist the County in providing important health and wellness education to its employees as a means of proactive County ofFresno prevention. We offer a variety of health and wellness topics in our Training Catalog that may presented as part of a Healthy Living Program Training Series. o Tracking and reporting of staff participation for onsite training, live webinars, and recorded webinars along with satisfaction surveys following each training. Educational seminars are generally offered in 1-hour sessions. In most cases, we are able to schedule seminars and webinars during timeframes that best meet the needs of your workforce. We require a minimum of 10 participants per training, with special requests considered on a case-by-case basis. We do not have a maximum participation limit for onsite training. Our webinars hold 100 participants per session, with the option to hold multiple sessions per training opportunity. Finally, our onsite trainers have a minimum of five (5) years of experience in their content area(s), are local to your communities, are knowledgeable of the industry, and familiar with workplace environments. Copies of our 2017 Training Catalog and 2017 Webinar Catalog are included as attachments. 20. What on-line resources are available to employees? Please provide a sample web page and dummy account(if a log-in password is required)for the County to review. County members will have unlimited access to our members-only information via Engagement Engine- an innovative, re-imagined Work-life website. The site utilizes cutting-edge technology with an emphasis on flexibility and security. It is optimized for both Web and mobile device users and is compatible with the iPhone, Android, Galaxy, iPad, Nook, and Kindle. It is our goal that Engagement Engine be a resource that users utilize and return to frequently for information on health and wellness topics. The site is kept current and up-to-date by a team of dedicated staff, with 100 new articles added monthly. Throughout the website, a range of content types are provided—articles, resource links, calculators, self-assessments, audio and video files, online courses, and online seminars—to appeal to different types of learners and web customers. We utilize content developed by our in-house team, as well as licensed content from premier sources such as Nolo and Peterson's. URLs within existing content records are checked quarterly to ensure accuracy and entire content records are reviewed on a two-year cycle. Members receive an established organization-specific username and password to access the site, ensuring a confidential online experience. Below is a comprehensive listing of the features of the work-life website: • Customizable layout and content options including County branding and preferred color scheme • Many options available to include company-specific benefits information • English and Spanish sites available • 7 content divisions: Parenting, Aging, Balancing,Thriving, Living, Working, and International • 61 content modules, 527 content categories • Searchable databases and resource links for child care providers, elder care and related services, adoption resources, attorneys, certified financial planners, pet sitting, private and public high schools and colleges, and volunteer opportunities • 40 financial calculators • Over 90 streaming audio files and 100 video files covering a range of health and emotional health topics County ofFresno • On-demand, online seminars each month, with archiving of past seminars • Links to Monthly Employee and Supervisor Newsletters • More than 11,000 regularly updated articles • News for You updated monthly, now featuring the option to add customized tabs • Rotating features on Module pages • A new Homepage featuring new articles and resources each month • eLearning Modules: a diverse collection of online training programs offering printable certificates of completion • Savings Center: a discount shopping program offering employees up to 25%discounts on name- brand goods and services • Relocation Center: a collection of resources that allows users to learn about communities across the United States, providing vital • 106 ready-to-use legal forms provided by Nolo • Access to Mayo Clinic medical and health information Demo Site Below are the link, login and password for the demonstration website. As a demo site, some features may not be fully enabled. Engagement Engine Work-life Demo Link: https://www.advantageengagement.com/1601/login company.php Login: deeroaks; Password: deeroaks 21. Please confirm that you are able to provide at least one (1) representative to the annual health and wellness fair as well as all other satellite fairs to assist with plan enrollment as stated in Scope of Work. Yes, Deer Oaks confirms that we will send at least one (1) representative to the annual health and wellness fair as well as all other satellite fairs as requested to assist with plan enrollment as stated in the Scope of Work. These types of events create awareness and interest while allowing employees to interact, ask questions and learn about the program at a deeper level. Oftentimes, if permitted by the employer, we will supply giveaway items, items for raffle or door prizes as incentives to attend the event and to learn more about the EAP. We also provide collateral materials for employees to take with them along with stress balls, key chains, and pens. 22. Please describe your strategy for increasing the usage of the EAP and educating employees on the benefits of the program. Please provide sample communications materials and describe any additional cost associated with these materials in your Cost Proposal. One of the differentiators between Deer Oaks and our competitors is our ability to effectively create program awareness that results in increased program utilization. As the EAP for a number of State and Local Government clients with decentralized employee populations, Deer Oaks understands the challenges associated with marketing/program awareness to a dispersed and diverse workforce. Through our 25 years of experience, we have developed a very effective implementation and ongoing program awareness strategy that has proven results for increasing utilization and sustaining program awareness among all stakeholders. County ofFresno We seek to maximize every opportunity to make a personal connection with employees, as well as to collaborate with client EAP coordinators and department heads to launch coordinated, multi-faceted promotional campaigns. Our success is reflected in the utilization rates of our clients, with a book of business average case utilization that is 40% higher than the national industry average. Our client utilization tends to increase from year to year as we capitalize on the momentum made in consistent program awareness. For example, one of our long-standing clients, the Texas Health & Human Services System (56,000+ employees) has realized a significant increase in EAP utilization over the years, trending from 5.73% at contract inception to 10.17%following a concerted program awareness effort at the beginning of the second contract term. Through the development and implementation of a creative multi-media promotional campaign and in partnership with HHSS Agency EAP Coordinators, the System's program utilization increased each year of the contract and has remained steadily above 10% since 2009, well exceeding the industry standard of 4.6%. The significant increase in utilization signifies the greater impact of the program on employees and their household members. First, establishing a strong partnership and healthy communication between County representatives and Deer Oaks is important. We seek to be your partner, not just your vendor. Through this working partnership, we will discuss past promotional efforts, program objectives and utilization goals during implementation. Utilizing this information, we will develop a custom, turnkey multimedia awareness campaign spearheaded by Kristina, your Account Manager. Secondly, we utilize creative approaches to both launch the EAP and build program awareness starting with a launch letter, then the distribution of wallet cards, flyers, brochures, and monthly supervisor and employee e-newsletters. Posters are provided for display in high traffic areas such as cafeterias, break rooms, bulletin boards and time clock areas. Those initial steps create awareness and interest, which is then reinforced by webinar orientations that allow employees to interact, ask questions and learn about the program at a deeper level. We also provide pre-recorded webinar links that may be posted on the County's intranet site, on the HR website and included in an email for dissemination to employees. Topic-specific, ongoing promotions are provided throughout the year to reinforce program awareness and stimulate continued utilization. We keep the messages fresh through the development of "Did You Know" campaigns, monthly flyers on topics of interest to employees (i.e. finding summer camps for children, managing the stress of parenting, keeping your work and home life in balance, etc.), on- demand webinars available through our website, and reminders to managers and supervisors of how the EAP can be used as an effective management tool and to assist in dealing with difficult employee situations. We welcome the County's input into these promotional activities, as with all features of the program, and can customize a plan to meet your requests. Our marketing materials and communication methods vary, taking into account factors such as demographics, generational differences, lifestyles, and client preferences. Both hard copy and electronic/camera-ready materials branded per the County's specifications will be provided to the County for internal distribution. Materials are also available in English, Spanish, and other languages upon request. Below are some of the activities/elements that we can incorporate within our coordinated communication plan to ensure outreach to diverse employee groups: County ofFresno Outreach to diverse employee groups • Promotional materials are available in English and Spanish upon request • Work/Life website content may be viewed in English and Spanish • Conduct telephonic outreach to each department to provide them with a program overview or provide live webinar orientation • Issue-focused campaigns designed specifically to address issues important to the County and its various workgroups. We have developed specific campaigns on stress management, depression awareness, respect in the workplace, and employee engagement for current clients consisting of promotional materials, webinars and on-site trainings. We can also create materials around the top presenting personal and work-related problems gleaned from utilization data. • Materials and webinar presentations may be geared to represent various employee populations Other marketing activities • Dissemination of electronic and hard copy materials including wallet cards, brochures, fact sheets,topical flyers and posters • Electronic HR/Supervisor Handbooks • Add a link to the County's intranet system to the EAP website • Conduct employee orientations, wellness seminars and professional development webinars as a means of introducing the program to employees • Send out a 90-day follow-up survey to discover what topics employees want to know more about so we may tailor promotional materials and future webinars • Conduct teleconferences, webinars, on-site meetings, and program overviews for key personnel, department heads, and administration in order to ensure that they are aware of the EAP benefit and have the knowledge and materials to proactively promote the program to their colleagues • Schedule additional overviews throughout the year to keep key personnel current on the various elements of the program, aware of any program updates and informed about enhanced services • Create topic-specific, ongoing promotions such as our Did You Know Campaign to reinforce program awareness and drive utilization In addition to the above activities, it is also important that leadership send the signal that it is not just okay to use the program, but they actually encourage use of the EAP. Our experience shows that when the EAP is openly embraced by senior leadership, we see the highest utilization rates. Therefore, educating executive leadership and department heads about the EAP, its various uses and ways to spread the word internally will be a key element of our promotional strategy. Through this integrated multi-media promotional strategy, Deer Oaks seeks to ensure that the County's diverse workforce is aware of benefits available to them through the Employee Assistance & Work/Life Program, as well as ensure that key personnel have the knowledge to internally promote the program with the goal of increasing both EAP and Work/Life utilization. Sample communication materials are provided in Attachment G. County ofFresno 1 50 Employee Assistance program Tab IV: Cost Proposal Tab IV- Cost Proposal A. Please state your monthly fee to provide services described in the Scope of Work to approximately 7,000 employees based on a three (3) year agreement with two (2) one-year renewals based on the pricing scenarios below. Please note that any costs associated with sending at least one(1) representative to all of the County's Open Enrollment fairs(see Exhibit C for an example of the number/locations visited in 2016) should be included in your monthly fee in all scenarios below. a. Monthly flat fee: $8,050 flat monthly fee based on 7,000 employees b. Monthly flat fee plus a per-incident fee: Not Applicable c. Monthly per-employee fee: $1.15 PEPM NOTE: The RFP states that the County's current rate is $1.29 PEPM. This equates to an annual cost of$108,360.00 based on 7,000 employees. Please note that the County's current annual cost for services is approximately $84,000. The County expects potential bidders to provide proposals that meet or exceed current service levels while reducing annual costs. Integrated Employee Assistance & Enhanced Work-life Program Rates are per employee per month (PEPM)for approximately 7,000 employees: o 8 Visit Model EAP: ..........................................................................................$1.15 PEPM -Available to all dependents and household members, regardless of location - 24-hour live answer of the helpline by Master's level Clinicians -All calls answered live- no voice messaging system, phone tree, or general customer service - Program access via Helpline or iConnectYou Smartphone App-engage with a counselor via phone, video, instant messaging or SMS text. - LiveConnect Instant Messaging with a Work-life Consultant -Telephonic translation service (200 languages) - Nationwide network of 56,000+affiliate counselors, including multilingual and multicultural clinicians -Telephonic clinical assessments during the initial call - Referrals to EAP providers and to other resources for in-person services -Short-term telephonic, in-person, video, and SMS text counseling available - 100% EAP clinical case management - Unlimited formal management referral coordination and follow-up - Unlimited two-party conflict resolution through the management referral process o Coverage Post-Employment ..........................................................................Extended 6 months o Enhanced Work-life Program......................................................................... Included - Legal Assist - ID Theft Prevention & Recovery Assistance - Financial Assist - Free Online Simple Will Preparation - Daily Living Assist -Take the High Road Program - Free Credit Monitoring - Unlimited Confirmed Match Work-life Referral Packets _j County ofFresno 1 51 Employee Assistance Program oOn-site Training........................................................................................................Unlimited o On-site Orientation..................................................................................................Unlimited o Health Fair&Open Enrollment Participation.....................................................Unlimited o Travel Expenses..................................................................................................Included o Webinar Catalog Training..................................................................................Unlimited <, Critical Incident Response Services....................................................................Unlimited o Telephonic Management Consultation..............................................................Unlimited o Branded Program Promotion (Electronic and Hard Copy).................................Unlimited o Employee &Supervisor E-Newsletters...............................................................Monthly o Branded Engagement Engine Work-life Website...............................................Unlimited Access o Account Management........................................................................................Included - Designated Account Manager - Hands-on implementation - Monthly utilization reports -Quarterly utilization review meetings - Program evaluation - Performance tracking o Rate Guarantee....................................................................................................5 years Program Exclusions & Limitations o Counseling services beyond the allotted sessions covered in the plan o Counseling for long-term issues that fall outside of the EAP's short-term intervention model o Court ordered treatment or therapy, or any treatment or therapy ordered as a condition of parole, probation, custody, or visitation evaluations, or paid for by Workers' Compensation o Fitness for duty evaluations/determinations which are used to evaluate whether an employee is safely able to perform his or her duties, such as psychological testing and a written report, although a referral may be provided o Formal psychological evaluations which normally involve psychological testing and result in a written report, although a referral may be provided o Inpatient treatment of any kind, or outpatient treatment for any medically treated illness o Investment advice (nor does plan loan money or pay bills) o Legal representation in court, preparation of legal documents, or advice in the areas of taxes, patents, or immigration o Prescription drugs o Psychiatrist services, although a referral may be provided o Services by counselors who are not participating providers o Authorization for leaves of absence or time off County ofFresno 1 52 Employee Assistance Program B. Will your company guarantee pricing during the length of the contract term, including renewals? If not,will you provide an increase cap on the 4th and Sth year of the contract? Yes, Deer Oaks offers the County a 5 year rate guarantee. C. Does your per-incident or per-employee rates decrease based on program usage or enrollment milestones? If so, please indicate. No. Our per-employee rates will remain the same regardless of program usage or enrollment milestones during the five-year contract term. D. If applicable, please detail any fees your firm will put at risk for failing to meet stated goals. Such goals may include, but are not limited to, successful program implementation, participant satisfaction goals, and annual utilization. Deer Oaks offers the County the following performance guarantees. These are open to discussion and negotiation. Service Area Performance Standard/Metric Used Penalty/%of Fee at Risk 1. Customer Service All member concerns will be logged and tracked 1%of fees at risk annually and >_95%will be resolved within 30 calendar days./Number of complaints received from Participants resolved within 30 calendar days divided by the total number of complaints received from Participants. 2. Reporting Monthly utilization reports will be delivered at 1%of fees at risk per minimum within 30 days after the end of each quarter month./County will confirm receipt of the reports. 3. Reporting Annual utilization reports will be delivered within 1%of fees at risk annually 45 days following the end of the annual contract period./County will confirm receipt of the reports. 4. Account Management Deer Oaks shall guarantee staffing at each benefit 1%of fees at risk annually fair and open enrollment meeting as requested by the County or its designee./County will confirm attendance. 5. Implementation Deer Oaks shall complete all implementation 2%fees at risk following activities by the program effective date as implementation (one-time designated by the County. fee) 6. Member Satisfaction 90%positive response rate on training satisfaction 1%of fees at risk annually surveys./Average annual training satisfaction survey score as reported on utilization reports. E. Please provide hourly rates for critical incident stress debriefings that exceed the maximum per-incident time allowance. Deer Oaks does not have a maximum per-incident time allowance; only a minimum of two hours per event. During the initial incident assessment, the requesting manager/supervisor and our clinical trauma response professional will discuss the incident and develop a management plan that is suited for the County ofFresno situation. This discussion includes a recommendation on the number and length of CISM sessions to be conducted. There will be no additional charge for critical incident responses that exceed two (2) hours. F. If applicable, please detail any cancellation fees you charge, as well as the cancellation policies, for services including, but not limited to, webinars and critical incident stress debriefings. We require a 72-business hour cancellation notice for all on-site and webinar seminars, as well as, critical incident stress debriefings. A fee of$300.00 per hour of the scheduled event may be assessed for late cancellation. G. If applicable, please detail any additional cost associated with the provision of educational and promotional materials. None. There is no additional cost associated with the provision of educational and promotional materials. Development, printing, and mailing of materials to County offices are included within our proposed pricing. H. Please detail any and all other possible charges/expenses/fees applicable to the administration of the programs. Optional Services c DOT Substance Abuse Professional (SAP) Evaluations......................................... $600.00/case o Full-Service Mediation............................. ............................................................ $300.00/hour o LiveWell Standard Wellness Coaching..... ............................................................ $0.36 PEPM • Executive Coaching.................................. ............................................................ $500.00/hour One-on-one telephonic executive coaching designed to reinforce key leadership skills. Includes 60-minute telephonic sessions, post-session reports, and a coaching plan with goals set forth by the individual's supervisor and/or HR. Training&Critical Incident Cancellation Fee (less than 72-hours' notice)...........$300.00/hour of the event County ofFresno 54 Employee Assistance Program Tab V: Checklist Proposal No. 18-004 Page 26 CHECK LIST This Checklist is provided to assist vendors in the preparation of their RFP response. Included are important requirements the bidder is responsible to submit with the RFP package in order to make the RFP compliant. Check off each of the following (if applicable): 1. X Signed cover page of Request for Proposal (RFP). 2. X Check https://www2.co.fresno.ca.us/0440/Bids/BidsHome.aspx for any addenda. 3. X Signed cover page of each Addendum. 4. X Provide a Conflict of Interest Statement. Signed Trade Secret Form as provided with this RFP (Trade Secret Information, if provided, 5. X must be electronically submitted in a separate PDF file and marked as Confidential). 6. X Signed Criminal History Disclosure Form as provided with this RFP. 7. X Signed Participation Form as provided with this RFP. 8. X The completed Reference List as provided with this RFP. Indicate all of bidder exceptions to the County's requirements, conditions and specifications 9. X as stated within this RFP. Bidder's proposal, in PDF format, electronically submitted to the Bid Page on Public 10. X Purchase. Return Checklist with your RFP response G:APublic\RFP\FY 2017-18\18-004 Employee Assistance Program(EAP)\18-004 Employee Assistance Program(EAP).doc At OFFICE OF COUNTY MAYOR * xwcwlV. r.'„ •!"�? Human Resources Division • 400 Main Street, Suite 360, Knoxville, TN 37902 ouNt June 22, 2011 Re: Deer Oaks EAP Service To whom it may concern: Knox County Government has contracted with Deer Oaks since September 2010 for provision of EAP services. We are very pleased with the level and quality of service we have received from them. Our contract with our previous EAP vendor expired last summer. We had been with this previous vendor for over 5 years and were nervous about the transition. However, we had no reason to be concerned. The transition went very smoothly. Ruta Jordan, our Deer Oaks Account Manager, made sure that the implementation was seamless. She provided us with all resources necessary to effectively use the services and inform our employees of their availability. Ruta and her Director, Alicia Barrera, even came to our office last fall to meet with us directly and spent a few days introducing our employees to Deer Oaks. We have had a number of employees utilize Deer Oaks' services for themselves or dependants. All feedback we have received has been positive. In addition, we have sent employees for mandatory EAP services. Getting these services scheduled has been very easy and Deer Oaks communicates with us and provides updates in a very timely manner. Knox County Government would recommend Deer Oaks EAP to any organization that wants to provide high quality EAP services for their employees and management. We have been and continue to be very pleased with Deer Oaks EAP Services. Sincerely, Frances Fogerson, Ph.D., Senior Director of HR Brian Barnard, Benefits Manager- Knox County Government Knox County Government Ph: 865-215-3436 Ph: 865-215-3209 Fax: 865-215-3242 Fax: 865-215-2474 Email: frances.fogerson@knoxcounty.org Email: brian.barnard@knoxcounty.org Website:www.knoxcounty.org/hr and Mick on benefits ph :. 865.215.2474 cOUIN ST.MARY'S COUNTY GOVERNMENT �e Commissioners of St. Mary's County James R. Guy,President DEPARTMENT OF — x HUMAN RESOURCES Michael L. Hewitt,Commissioner rA � �a Tom Jarboe,Commissioner Catherine Pratson, 1631 Todd B Morgan, Commissioner Director of Human Resources John E. O'Connor, Commissioner July 19, 2016 Letter of Recommendation: RE: Deer Oaks Employee Assistance Program 126 E. Main Plaza, Suite 8 San Antonio, Texas 78205 St. Mary's County Government began a contract with Deer Oaks for employee assistance services beginning on July 1, 2012. Our current contract which includes EAP and Wellness services is in force through June 30, 2017. St. Mary's County Government is part of a consortium of smaller county agencies that benefit from the county's large employee count which keeps their rates lower. (Refer to attachment for other agency listing). Our experience with Deer Oaks EAP has been very positive. The 24/7 services provided by Deer Oaks in addition to the EAP resources is available to our 685 employees and also their immediate family members. These services include webinars on many and varied topics, on-site supervisor and manager trainings, access to the website with volumes of materials and guidance, and very professional monthly Supervisor and Employee newsletter to circulate to staff. Wellness Services were added to our contract in 2014 and has been a great added benefit to employees to assess their health and elect the extent of follow up or wellness coaching services. Deer Oaks EAP provides a very comprehensive program, continuing to stay current with the new challenges and needs of our employee concentration. Account representatives are always very responsive to any questions and requests, providing excellent customer service. If you should have additional questions, please contact me at 301-475-4200 ext. *1108. Sincerely, Kathy Arnold Risk Analyst Department of Human Resources Attachment P.O.Box 653 • GOVERNMENTAL CENTER•23115 LEONARD HALL DRIVE,LEONARDTOWN,MD 20650 PHONE 301.475.4200 xl 100 •FAx 301.475.4082 •www.stmarysmd.com Other agencies and the point of contact in our consortium include: St. Mary's Metropolitan Commission Ann Mary Cullens/Human Resources hr(dmetcom.org 301-737-7400 23121 Camden Way California, Maryland 20619 St. Mary's Nursing Center Cheri Swailes/Human Resources cswailes@smnci.org 301-475-8000 21585 Peabody Street Leonardtown, MD 20650 Housing Authority of St. Mary's Patricia Stebbing, Administrative Coordinator Pstebbing(a)stmaryshousing.org 301-866-6590 x1434 21155 Lexwood Drive, Suite C Lexington Park, MD 20653 St. Mary's County Library Michael Blackwell, Director mblackwell(d,stmalib.org 301-475-2846 23250 Hollywood Road Leonardtown, MD 20650 Southern Maryland Regional Library 301-884-0436 P.O. Box 459 Charlotte Hall, MD 20622 P.O.Box 653 • GOVERNMENTAL CENTER 23115 LEONARD HALL DRIVE,LEONARDTOWN,MD 20650 PHONE 301.475.4200 x1100 •FAx 301.475.4082 •www.stmarysmd.com tYYc STATE r F u � o NORTH CAROLINA Human Resources Division ADMINISTRATIVE OFFICE Margaret Wiggins e4d",COURTS Human Resources Officer PO Box 2448,Raleigh,NC 27602 T 919 890-1100 F 919 890-1905 February 2, 2015 To: Deer Oaks EAP Services From: Russ Eubanks Human Resources Manager Subject: EAP Excellence This memorandum is about our organization's long term relationship and positive experiences with the Deer Oaks Employee Assistance Program. Deer Oaks has been the NC Judicial Department's authorized vendor of EAP services dating back to January 2006. There are numerous reasons why the Program is valuable to the NC Judicial Department. First and foremost is having a dedicated account executive on standby for urgent questions and unlimited consultations. The account executive is highly trained from a clinical and business perspective. The account executive is readily available to discuss quarterly utilization reports. Other values are described below. Deer Oaks' coordination of management referrals is a service of great value. An employee's struggle with substance abuse, depression, anger, stress or anxiety may prompt a management referral. The management referral is a tool to help Judicial Department managers endure complex personal problems that affect job performance. Most managers are unable to adequately handle these problems without professional guidance. Employees and their dependents are able to confidentially self-refer to the Program to access an array of counseling, financial, and legal services. Along with the toll-free number, employees or dependents have access to a password protected website where they may research topics of interest. The Employee Enhancement Newsletter, provided monthly by Deer Oaks, is a great way to share information with employees and a way to market program services. Likewise, the Supervisor Newsletter is a valuable publication distributed to Judicial Department managers. In addition to newsletters, Deer Oaks' graphics design unit customizes posters for our agency which are displayed in Judicial Department buildings. Training is another area of value. Deer Oaks offers an extensive number of online and classroom style training sessions. Webinar based training sessions are popular amongst our employee population. Supervisors find value in classroom style training on topics like Powerful & Effective Leadership. We've continued the business relationship with Deer Oaks because of these valuable services. North Carolina Judicial Center,901 Corporate Center Drive, Raleigh, NC 27607 I The City fjCl MAY 16 2DIF Vice Chancellor for Student Affairs University 205 East 42nd Street of New York, NY 10017 New York Tel (646)664- 8759 Fax: (646)664-29672967 April 16, 2016 Ms. Carolyn Knowles Mr. Greg Brannan Deer Oaks EAP Services 128 East Main Plaza San Antonio, TX 78205 Dear Ms. Knowles and Mr. Brannan: On behalf of The City University of New York, I write to thank you both for your tremendous assistance, on very short notice, with CUNY's Disaster Relief Planning teleconference on April 22, 2016. CUNY has a large number of faculty and staff whose families in Ecuador and Japan may have been impacted by the recent devastating earthquakes in those countries. CUNY's goal is to make sure that students, faculty and staff who have been impacted are supported and to involve our community in fund-raising efforts to assist victims of the disasters. Deer Oaks immediately agreed to partner with us and provided invaluable resources for the CUNY community. Greg Brannan participated in the teleconference and was a great resource. CUNY faculty and staff are fortunate to have Deer Oaks as our partner. Sincerely, Frank D. Sanchez Vice Chancellor for Student Affairs C: Vice Chancellor Ginger Waters Ms. Talin Spenjian Mr. Leslie Williams Ms. Roberta Nord Li - lr PLANNING AND RESOURCE MANAGEMENT DEPARTMENT Human Resources Division 400 S.Main I"Floor(fferitzgc Plaza)71P-04 Phont: (M)335-2545+Fax; (210)335-2559 6/28/04 To Whom It May Concem: Effective 1/1/04, Deer Oafs RAP Services was selected as the Employee Assistance Program Provider for Bexar County, covering 4,500 employee lives. Deer Oaks was selected due to its services, comprehensive EAP benefit package, expansive geographic coverage throughout San Antonio and the state of Texas, and competitive pricing. Deer Oaks has been very proactive in providing educational in.-services and trait ings to Bexar County. Their online services are very user friendly and infor-aative, and their promotional materials and utilization reports have been timely and professional. Deer Oaks has been extremely professional, flexible, and responsive and has offered to develop systems and services to meet the particular needs of Bexar County_ Their communication has been consistent and clear, easing the responsibility of the contract managers. Their emphasis on systems allows for EL smooth integration of family members into the benefit, which maximizes the impact of short term assessments, counseling, and referrals. 1 recommend Deer Oaks EAP Services without :reservation to any employer group. Their specialization in px-ovidiag services to public employers has carved out a "zxiche" for their continued excellence in the Employee Assistance Program arena. Bexar County has been very pleased with the full range of EAP services that Deer Oaks providcs. Sincerely, / Charlie Maese Benefits Manager Bexar County Human Resol_irces • 1 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Coverage Assessment Summary Number of Employees 6,925 Coverage Criteria 1 in 25 Miles Employees with Match # 6,838 Employees with Match % 98.74% Employees without Match 87 Page 1 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 1 1 0 US Harrietta MI 49638 R H 0.01% 0.74% Yes 3 1 1 0 US Casper WY 82604 R H 0.01% 0.74% Yes 2 1 1 0 US Yuma AZ 85367 R H 0.01% 0.74% Yes 9 1 1 0 US Los Angeles CA 90012 U H 0.01% 0.74% Yes 753 1 1 0 US ITopanga CA 90290 R H 0.01% 0.74% Yes 544 1 1 0 US Sylmar CA 91342 S H 0.01% 0.74% Yes 538 2 2 0 US Armona CA 93202 U H 0.03% 0.74% Yes 18 5 0 5 US Avenal CA 93204 R H 0.00% 0.00% No 0 46 01 46 US Coalinga CA 93210 R H 0.00% 0.00% No 0 4 4 0 US Corcoran CA 93212 R H 0.06% 0.74% Yes 18 3 3 0 US Farmersville CA 93223 S H 0.04% 0.74% Yes 16 27 27 0 US Hanford CA 93230 R H 0.39% 0.74% Yes 18 4 4 0 US Huron CA 93234 R H 0.06% 0.74% Yes 2 2 21 0 US Laton CA 93242 R H 0.03% 0.74% Yes 23 20 20 0 US Lemoore CA 93245 R H 0.29% 0.74% Yes 17 2 2 0 US Lindsay CA 93247 R H 0.03% 0.74% Yes 12 1 1 0 US Pixley CA 93256 R H 0.01% 0.74% Yes 7 3 3 0 US Porterville CA 93257 R H 0.04% 0.74% Yes 1 51 51 0 US Tulare CA 93274 R H 0.07% 0.74% Yes 16 171 171 0 US Visalia CA 93277 S H 0.25% 0.74% Yes 18 151 151 01 US Visalia ICA 93291 R H 0.22% 0.74% Yes 18 Page 2 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 11 11 0 US Visalia CA 93292 R H 0.16% 0.74% Yes 16 1 1 0 US Bakersfield CA 93314 U H 0.01% 0.74% Yes 29 1 1 0 US Santa Maria CA 93455 R H 0.01% 0.74% Yes 35 1 01 1 US Bishop CA 93514 R H 0.00% 0.00% No 0 16 16 0 US jAuberry CA 93602 R H 0.23% 0.74% Yes 3 1 1 0 US Big Creek CA 93605 R H 0.01% 0.74% Yes 3 9 9 0 US Biola CA 93606 S H 0.13% 0.74% Yes 30 1 1 0 US Burrel CA 93607 U H 0.01% 0.74% Yes 16 28 281 0 US Caruthers CA 93609 R H 0.40% 0.74% Yes 36 7 7 0 US IChowchilla CA 93610 R H 0.10% 0.74% Yes 11 435 435 0 US Clovis CA 93611 R H 6.28% 0.74% Yes 30 302 302 0 US Clovis CA 93612 U H 4.36% 0.74% Yes 30 33 33 0 US Clovis CA 93613 U H 0.48% 0.74% Yes 30 24 241 0 US Coarsegold CA 93614 R H 0.35% 0.74% Yes 8 3 3 0 US Cutler CA 93615 R H 0.04% 0.74% Yes 12 11 11 0 US Del Rey CA 93616 R H 0.16% 0.74% Yes 35 30 30 0 US Dinuba CA 93618 R H 0.43% 0.74% Yes 17 311 311 0 US Clovis CA 93619 U H 4.49% 0.74% Yes 29 11 11 0 US Dos Palos ICA 1936201 R H 1 0.01% 0.74% Yes 12 11 01 1 US Dunlap ICA 1936211 R I H 1 0.00% 0.00% 1 No 0 221 221 0 US Firebaugh ICA 1 936221 R I H 1 0.32% 1 0.74% 1 Yes 2 Page 3 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 79 79 0 US Fowler CA 93625 R H 1.14% 0.74% Yes 41 8 8 0 US Friant CA 93626 R H 0.12% 0.74% Yes 32 99 99 0 US Kerman CA 93630 R H 1.43% 0.74% Yes 30 65 651 0 US Kingsburg CA 93631 R H 0.94% 0.74% Yes 26 1 1 0 US Los Banos CA 93635 R H 0.01% 0.74% Yes 3 52 52 0 US Madera CA 93636 U H 0.75% 0.74% Yes 31 57 57 0 US Madera CA 93637 R H 0.82% 0.74% Yes 21 43 43 0 US Madera CA 93638 R H 0.62% 0.74% Yes 30 1 1 0 US Madera CA 93639 U H 0.01% 0.74% Yes 31 13 0 13 US Mendota CA 93640 R H 0.00% 0.00% No 0 2 2 0 US North Fork CA 93643 R H 0.03% 0.74% Yes 3 5 5 0 US Oakhurst CA 93644 R H 0.07% 0.74% Yes 4 1 1 0 US O'Neals CA 93645 R H 0.01% 0.74% Yes 23 20 20 0 US Orange CA 93646 R H 0.29% 0.74% Yes 12 Cove 2 2 0 US Orosi CA 93647 R H 0.03% 0.74% Yes 11 47 47 0 US Parlier CA 93648 R H 0.68% 0.74% Yes 41 1 1 0 US Piedra CA 93649 U H 0.01% 0.74% Yes 18 22 22 0 US Fresno CA 93650 U H 0.32% 0.74% Yes 30 20 20 0 US Prather CA 93651 R H 0.29% 0.74% Yes 29 3 3 01 US Raisin City CA 93652 R H 0.04% 0.74% Yes 32 21 2 01 US lRaymond ICA 193653 R I H 0.03% 0.74% Yes 5 Page 4 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 105 105 0 US Reedley CA 93654 R H 1.52% 0.74% Yes 25 11 11 0 US Riverdale CA 93656 R H 0.16% 0.74% Yes 12 237 237 0 US Sanger CA 93657 R H 3.42% 0.74% Yes 25 3 31 0 US San Joaquin CA 93660 R H 0.04% 0.74% Yes 9 148 148 0 US Selma CA 93662 R H 2.14% 0.74% Yes 47 2 0 2 US Shaver Lake CA 93664 R H 0.00% 0.00% No 0 9 9 0 US Tollhouse CA 193667 R H 0.13% 0.74% Yes 14 9 9 0 US Tranquillity CA 93668 R H 0.13% 0.74% Yes 1 2 21 0 US Traver CA 93673 U H 0.03% 0.74% Yes 19 19 0 19 US Squaw CA 93675 R H 0.00% 0.00% No 0 Valle 19 19 0 US Fresno CA 193701 U H 0.27% 0.74% Yes 30 151 151 0 US Fresno CA 93702 U H 2.18% 0.74% Yes 30 197 1971 0 US Fresno CA 93703 U H 2.84% 0.74% Yes 30 251 251 0 US Fresno CA 93704 U H 3.62% 0.74% Yes 30 245 245 0 US Fresno CA 93705 U H 3.54% 0.74% Yes 30 141 141 0 US Fresno CA 193706 R H 2.04% 0.74% Yes 30 3 3 0 US Fresno CA 93707 U H 0.04% 0.74% Yes 30 1 1 0 US Fresno CA 93708 U H 0.01% 0.74% Yes 30 2 2 0 US Fresno CA 93709 U H 0.03% 0.74% Yes 30 261 261 01 US IFresno CA 93710 U H 3.77% 0.74% Yes 30 277 277 01 US Fresno ICA 193711 U H 4.00% 0.74% Yes 30 Page 5 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 6 6 0 US Fresno CA 93712 U H 0.09% 0.74% Yes 30 4 4 0 US Fresno CA 93714 U H 0.06% 0.74% Yes 30 5 5 0 US Fresno CA 93715 U H 0.07% 0.74% Yes 30 2 21 0 US Fresno CA 93716 U H 0.03% 0.74% Yes 30 2 2 0 US jFresno CA 93717 U H 0.03% 0.74% Yes 30 3 3 0 US Fresno CA 93718 U H 0.04% 0.74% Yes 30 380 380 0 US Fresno CA 93720 S H 5.49% 0.74% Yes 30 36 36 0 US Fresno CA 93721 U H 0.52% 0.74% Yes 30 801 8011 0 US Fresno CA 93722 R H 11.57% 0.74% Yes 30 88 88 0 US Fresno CA 93723 U H 1.27% 0.74% Yes 30 146 146 0 US Fresno CA 93725 R H 2.11% 0.74% Yes 30 323 323 0 US Fresno CA 93726 U H 4.66% 0.74% Yes 30 728 728 0 US Fresno CA 93727 S H 10.51% 0.74% Yes 30 127 1271 0 US Fresno CA 93728 U H 1.83% 0.74% Yes 30 12 12 0 US Fresno CA 93729 U H 0.17% 0.74% Yes 30 67 67 0 US Fresno CA 93730 U H 0.97% 0.74% Yes 30 49 49 0 US Fresno CA 93737 U H 0.71% 0.74% Yes 30 8 8 0 US Fresno CA 93744 U H 0.12% 0.74% Yes 30 41 41 0 US Fresno CA 1937451 U H 1 0.06% 0.74% Yes 36 131 131 0 US Fresno CA 1937471 U I H 1 0.19% 0.74% Yes 30 241 241 01 US Fresno CA 1937551 U I H 1 0.35% 0.74% Yes 30 Page 6 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 3 3 0 US Fresno CA 93771 U H 0.04% 0.74% Yes 30 1 1 0 US Fresno CA 93772 U H 0.01% 0.74% Yes 30 2 2 0 US Fresno CA 93773 U H 0.03% 0.74% Yes 30 2 21 0 US Fresno CA 93775 U H 0.03% 0.74% Yes 30 3 3 0 US Fresno CA 93776 U H 0.04% 0.74% Yes 30 1 1 0 US Fresno CA 93777 U H 0.01% 0.74% Yes 30 2 2 0 US Fresno CA 93778 U H 0.03% 0.74% Yes 30 2 2 0 US Fresno CA 93779 U H 0.03% 0.74% Yes 30 5 51 0 US Fresno CA 93790 U H 0.07% 0.74% Yes 30 1 1 0 US Montara CA 94037 U H 0.01% 0.74% Yes 207 1 1 0 US Concord CA 94521 U H 0.01% 0.74% Yes 230 1 1 0 US Castroville CA 95012 R H 0.01% 0.74% Yes 95 1 1 0 US San Jose CA 95110 U H 0.01% 0.74% Yes 187 1 1 0 US Stockton CA 95204 U H 0.01% 0.74% Yes 49 1 1 0 US Stockton CA 95210 U H 0.01% 0.74% Yes 45 3 3 0 US Atwater CA 95301 R H 0.04% 0.74% Yes 18 1 1 0 US Delhi CA 95315 R H 0.01% 0.74% Yes 46 1 1 0 US Escalon CA 95320 R H 0.01% 0.74% Yes 72 1 1 0 US Keyes CA 1953281 U H 1 0.01% 0.74% Yes 45 1 1 0 US Le Grand CA 1953331 R I H 1 0.01% 0.74% Yes 13 1 1 01 US Mariposa CA 1953381 R I H 1 0.01% 1 0.74% Yes 4 Page 7 Deer Oaks EAP Services Fresno County GeoAccess Coverage Assessment Report Client Fresno County, CA Coverage Ratios Urban/SubUrb an/Rural #ofEmp 6,925 1 Provider In #ofEmp Acces NoAcces Country City State Zip U/S/R W/H (Employee)% (Zip)% Yes/No 25 Miles sl s 6,925 6,838 87 136 98.74% 94.85% 129 5,675 2 2 0 US Merced CA 95340 R H 0.03% 0.74% Yes 13 3 3 0 US Merced CA 95341 U H 0.04% 0.74% Yes 14 3 3 0 US Merced CA 95348 R H 0.04% 0.74% Yes 16 1 1 0 US Modesto CA 95356 S H 0.01% 0.74% Yes 55 1 1 0 US Planada CA 95365 R H 0.01% 0.74% Yes 14 1 1 0 US Riverbank CA 95367 U H 0.01% 0.74% Yes 50 1 1 0 US Tracy CA 95377 U H 0.01% 0.74% Yes 47 1 1 0 US Santa Rosa CA 95409 R H 0.01% 0.74% Yes 141 1 11 01 US Marysville CA 95901 R H 0.01% 0.74% Yes 13 1 1 0 US Carnelian CA 96140 R H 0.01% 0.74% Yes 43 Bay Page 8 DEER OAKS EAP SERVICES t f \ r / I t { 20 ,' Deer Oaks EAP Services IM&I TrainingCatalog 2017 Training • • CONTENTS OVERVIEW ............................................................................................................................. 5 WHAT WE OFFER/PLANNING YOUR TRAINING .................................................................... 6 MONTHLY ONLINE SEMINAR TOPICS .................................................................................... 8 TRAINING CATALOG COURSES............................................................................................... 9 People Management ACCOUNTABILITY...................................................................................................................................................9 COACHINGFOR PERFORMANCE............................................................................................................................9 COMMUNICATING CHANGE TO EMPLOYEES.........................................................................................................10 COMMUNICATION SKILLS FOR COLLABORATION AND WORKING EFFECTIVELY WITH OTHERS...........................10 CONFLICT MANAGEMENT FOR SUPERVISORS AND MANAGERS...........................................................................11 DIVERSITY IN THE WORKPLACE: MAINTAINING AN INCLUSIVE ENVIRONMENT...................................................11 DRUG-FREE WORKPLACE COMPLIANCE ................................................................................................................12 LEADERSHIPESSENTIALS........................................................................................................................................12 MANAGING DIFFICULT PERSONALITIES.................................................................................................................13 MANAGING IN A MULTIGENERATIONAL WORKPLACE..........................................................................................13 MANAGING IN A VIRTUAL WORLD........................................................................................................................13 MANAGING THE APPRAISAL PROCESS...................................................................................................................14 MANAGING UNDER PRESSURE: MAKING DECISIONS AND COMMUNICATING.....................................................14 RECOGNIZING A TROUBLED EMPLOYEE................................................................................................................15 SELECTING THE BEST: EFFECTIVE HIRING TECHNIQUES ........................................................................................15 SEXUAL HARASSMENT PREVENTION IN THE WORKPLACE: OVERVIEW AND COMPLIANCE..................................16 STRENGTHENING THE TEAM: BUILDING A COHESIVE AND INCLUSIVE TEAM.......................................................16 THE ART OF DELEGATION ......................................................................................................................................17 THE ART OF MOTIVATION......................................................................................................................................17 THE STRATEGIC PLANNING PROCESS.....................................................................................................................17 UNDERSTANDING MEDIATION TO RESOLVE DISPUTES.........................................................................................18 VIOLENCE PREVENTION IN THE WORKPLACE........................................................................................................18 2017 Training • • CONTENTS TRAINING CATALOG COURSES (continued) Caregiving 6,570 DAYS:YOUR CHILD FROM BIRTH TO LATE TEENS........................................................................................19 CARING FORAGING RELATIVES.............................................................................................................................19 CHANGING RELATIONSHIPS:YOU AND YOUR AGING PARENT/RELATIVE.............................................................20 EFFECTIVE COMMUNICATION WITH CHILDREN ....................................................................................................20 ENHANCING YOUR CHILD'S SELF-ESTEEM .............................................................................................................21 FAMILYTIES ...........................................................................................................................................................21 GRANDPARENTS RAISING GRANDCHILDREN ........................................................................................................22 HOME ALONE?WHEN KIDS"OUTGROW" CHILD CARE ........................................................................................22 IDENTIFYING SIGNS OF ADDICTION IN A LOVED ONE ...........................................................................................22 MAKING THE GRADE: HELPING YOUR CHILD ACHIEVE IN SCHOOL ......................................................................23 MEETYOUR TEEN...................................................................................................................................................23 PARENTS TAKING ACTION......................................................................................................................................24 SUDDENLY YOU'RE A CAREGIVER..........................................................................................................................24 TEACHING CHILDREN TO EMBRACE CULTURAL AND RACIAL DIFFERENCES .........................................................25 TEACHING YOUR CHILD RESPONSIBILITY ..............................................................................................................25 TECHNOLOGY AND KEEPING YOUR KIDS SAFE ......................................................................................................26 THE SANDWICH GENERATION:STRATEGIES FOR MULTIGENERATIONAL CAREGIVING .......................................26 Financial EFFECTIVE BUDGETING..........................................................................................................................................27 HOMEBUYING STRATEGIES...................................................................................................................................27 IDENTITY THEFT PROTECTION AND PREVENTION .................................................................................................28 INSURANCE ISSUES: MEDICARE AND MEDICAID...................................................................................................28 MAINTAINING PERSONAL AND FISCAL RESILIENCY DURING TOUGH ECONOMIC TIMES......................................29 MAKE YOUR MONEY WORK FOR YOU:A DEBT MANAGEMENT PLAN .................................................................29 PLAN YOUR DREAM VACATION ON A BUDGET .....................................................................................................29 REBUILDING CREDIT...............................................................................................................................................30 RETIREMENT: IT'S NOT JUST ABOUT THE MONEY ................................................................................................30 YOUR ROUTINE FINANCIAL CHECKUP....................................................................................................................30 l � �. s1 A, L t /, ,/ I . �' /� � .� Catalog2017 Training CONTENTS TRAINING CATALOG COURSES (continued) Legal ESTATE PLANNING: FIVE ESSENTIAL DOCUMENTS................................................................................................31 LEGAL ISSUES FOR ADULT DEPENDENTS...............................................................................................................31 POWER OF ATTORNEY AND ADVANCE DIRECTIVES...............................................................................................32 Wellness A PERSONAL GUIDE TO BUILDING RESILIENCY AND COPING WITH CHANGE........................................................33 BEREAVEMENT:COPING WITH LOSSES.................................................................................................................33 BEATINGTHE BLUES..............................................................................................................................................34 BETTER HEALTH THROUGH SCREENING................................................................................................................34 COMPASSION FATIGUE: INCREASING RESILIENCY.................................................................................................34 COPINGWITH CHANGE..........................................................................................................................................35 DISRUPTING NEGATIVE THOUGHTS................................................................................................................ 35 EATING YOUR WAY TO WELLNESS.........................................................................................................................35 EIGHT STEPS TO A HEALTHY HEART ......................................................................................................................35 EMOTIONAL SUPPORT: STAYING BALANCED IN A CHANGING WORLD.................................................................36 EMPLOYEEEAP ORIENTATION...............................................................................................................................36 EXAMINING RELATIONSHIPS: HEALTHY VS. UNHEALTHY .....................................................................................37 IMPROVE YOUR HEALTH WITH PROPER ERGONOMICS AND FREQUENT MOVEMENT.........................................37 LET'S SLEEP ON IT: DEVELOPING A HEALTHY SLEEP PATTERN...............................................................................37 LIGHTEN UP WITH LAUGHTER...............................................................................................................................38 LIVING WELL ON THE FAST TRACK: EATING HEALTHILY ON THE RUN...................................................................38 RELAXATION TECHNIQUES AT THE WORKPLACE...................................................................................................38 SELF-CARE: REMAINING RESILIENT........................................................................................................................38 THEPATH TO INNER PEACE...................................................................................................................................39 THEMIND-BODY CONNECTION.............................................................................................................................39 TIPS FOR SMOKING AND TOBACCO CESSATION....................................................................................................39 Personal and Professional Development BULLYING: CONFRONTING HOSTILITY IN THE WORKPLACE..................................................................................40 BUSINESS ETIQUETTE AND PROFESSIONALISM ....................................................................................................40 CHANGE OR REARRANGE IT WITH FENG SHUI ......................................................................................................41 CREATING A PERSONAL DEVELOPMENT PLAN .....................................................................................................41 CRITICALTHINKING................................................................................................................................................41 DEALING WITH DIFFICULT PEOPLE........................................................................................................................42 2017 Training • • CONTENTS TRAINING CATALOG COURSES (continued) Personal and Professional Development (continued) EFFECTIVECOMMUNICATION...............................................................................................................................42 EVERYTHING IN ITS PLACE: GETTING ORGANIZED................................................................................................43 HOLIDAZE: HOW TO ENJOY THE HOLIDAYS AND MINIMIZE HOLIDAY STRESS.....................................................43 KEEPING YOUR LOVE ALIVE...................................................................................................................................44 MAKING A LIFE WHILE MAKING A LIVING: WORK-LIFE BALANCE.........................................................................44 MAINTAINING RESPECT AND CIVILITY IN THE WORKPLACE.................................................................................45 MANAGING WORKPLACE STRESSORS ..................................................................................................................45 MAXIMIZING YOUR DAY: EFFECTIVE TIME MANAGEMENT .................................................................................45 PLANNING FOR PROFESSIONAL GROWTH ............................................................................................................46 SAY WHATYOU MEAN THE RIGHT WAY: HEALTHY FORMS OF COMMUNICATION .............................................46 THE ART OF CONFLICT RESOLUTION.....................................................................................................................47 THE SCIENCE OF INTERPERSONAL RELATIONSHIPS ..............................................................................................47 YOU MAKE ME SO MAD! ......................................................................................................................................47 Global (Fee-for-Service) CONFLICT IN THE WORKPLACE: HALF-DAY WORKSHOP.......................................................................................48 CONFLICT, MEDIATION,AND SUPPORT IN THE WORKPLACE: 1-DAY WORKSHOP...............................................48 HELPING CHILDREN ADJUST TO AN INTERNATIONAL MOVE................................................................................49 MAKE THE MOST OF AN INTERNATIONAL ASSIGNMENT.....................................................................................49 PRACTICAL STRATEGIES TO STAY SAFE ................................................................................................................ 50 RETURNING HOME: RECONNECTING.................................................................................................................... 50 SUPPORT FOR ACCOMPANYING PARTNERS ......................................................................................................... 51 1 2017 Training Catalog OVERVIEW Initiatives for Life, People THE DEER OAKS TRAINING PHILOSOPHY Management, and Professional Development By providing a wide variety of seminars, Deer Oaks can assist your organization in promoting a healthy and motivated work The Deer Oaks Training Team staffs experts in environment where employees are engaged and effective in human resources, organizational development, their roles.These learning opportunities are designed to talent management, and training and educate and motivate employees and managers to be proactive and effective in managing their work responsibilities development to design and deliver customized and personal lives. programs for organizations' unique training needs. Designed using adult learning theories, the seminars engage participants in collaborative learning. Our carefully selected and experienced training professionals guide facilitation of content that is based on industry research, skills practice, action planning, and group discussions. The interactive environment allows for discussion and sharing of ideas, as well as accelerates the transfer of learning back to the job and the participants' personal lives. Seminars are designed to assist participants in learning new skills, adapting to change and challenges, increasing performance, and utilizing resources that enhance personal effectiveness and morale. Participants gain practical knowledge and useful strategies to help them problem-solve and improve relationships.The benefits to the organization include retention and commitment of key talent and high performers, higher levels of engagement and motivation, and a more knowledgeable and focused workforce. j 5 WHAT WE OFFER The Deer Oaks Training team currently has memberships to professional training and CLASSROOM TRAINING academic organizations to stay abreast of the technology,training research,and Collaborative learning engages workforce development industry.We currently serve on HR management boards, in participants in their own learning professional networking organizations,and as adjunct instructors at local colleges. through guided facilitation of meaningful learning, illustrations, Our network trainers have a minimum of five(S)years of experience in their content exercises, practical examples, and group area(s), knowledge of the industry, and familiarity with workplace environments.All discussions. Facilitators present practical trainers have knowledge of adult learning theories and principles,facilitation skills, information, help manage the session and a minimum of an associate's or bachelor's degree;the majority of our trainers with flexibility to meet participant needs are degreed at the master's level.All experience and licensing information is verified and expectations,and recognize that prior to acceptance into our network. the character and learning style for each learner varies. We continually recruit qualified trainers in specific content areas and specific geographic regions;the training network is continually developed based on the ONLINE TRAINING specifications of client needs. Our facilitators are selected for their subject matter Online seminars and e-Learning are an expertise,facilitation skills, and knowledge of workplace practices and adult excellent venue to communicate topics education principles. Facilitators have experience in the following content areas: of interest to a decentralized workforce. • Workplace issues • Parenting Online seminars offer an excellent • Personal development •Wellness opportunity to connect participants with • Caregiving • Management development subject matter experts without the • Geriatric services • Organizational development geographic constraints. Employees • Legal matters • Leadership development register for the sessions through a Web • Consumer financial Issues portal. Bring instructor-led training directly to your desktop while accommodating your busy schedule. Using a Web browser and your telephone, interact with \ a qualified trainer who will guide your \ learning and answer your questions in real time. Our interactive e-Learning �'- courses are individually paced and offer " -- convenient self-guided learning. 6 PLANNING YOUR TRAINING • All trainings must be requested by completing the Online Training Request Form via https://wpoglstraining.zendesk.com • Requests for training must be submitted 4 weeks in advance in order to ensure the training date and to reserve the best-qualified trainer for your request. • Requests for legal and financial seminars must be submitted 6 to 8 weeks in advance. • Most seminars/trainings are 60 minutes in length. If more or less time is needed, please indicate your desired timeframe on the training request form. In most cases,we are able to schedule seminars during timeframes that best meet the needs of your workforce. • Minimum attendance is 10 participants per seminar/training. Please consider rescheduling if expected attendance does not meet this minimum guideline.Special requests are considered on a case- by-case basis. • Seminars may be provided on-site or by webinar. Please indicate I your desired format on the training request form. • We require a 72-business hour cancellation notice for all on-site ♦ ` and webinar seminars. �I 7 CONDUCTING A SYSTEM CHECK 2017 Prior to joining an online seminar: If you are attending an online seminar for the first time, you will need t check your ONLINE SEMINAR TOPICS current technology against the WebEx technology requirements. Monthly Theme Monthly Online Online Seminar Description —online seminars can be Seminar Title found on your home page,or you can search for them by title. MIND YOUR MONEY Maintaining Personal and Learn how to develop a"stress plan"to visualize a more positive JQN Ensuring your financial Fiscal Resiliency DuringTough Economic Times financial future.Understand the process of prioritizing your well-being th needs and exploring the full extent of your assets. Available on demand starting JAN 17 IGNITE A SPARK Creativity 101 "Creativity is putting your imagination to work,and it's produced FEB Expanding your life 5t the most extraordinary results in human culture"—Ken Robinson. through creativity Available on demand starting FEB 21 Learn to tap into your creativity and apply it in all areas of your life. ACCENTUATE THE POSITIVE Disrupting Negative Thoughts It's not negative thoughts themselves that are the issue;rather, MAR Taking a more " it's when we believe those negative thoughts.Learn how to gain mindful approach Available on demand starting MAR 21 control over negative thoughts and turn them into positive ones. STAYING POWER Compassion Fatigue: Caregivers often take on the emotions of those they help or rescue. APR Resiliency skills for Caregivers Increasing Resiliency th After understanding how compassion fatigue can develop,you'll Available on demand starting APR 18 learn specific strategies to reduce stress and to develop resilience. #HAPPINESS Raising Well-Adjusted Kids Review the current research and science behind raising MAY Creating support Available on demand starting MAY 16t" well-adjusted kids.Learn tips to foster positive mental environments for children health in the children and teens in your life. GOING THE DISTANCE Emotional Support:Staying Change impacts all aspects of life.Every change brings a chance JUN The path to total well-being Balanced in a Changing World th to self-improve or self-destruct.This session explores how people Available on demand starting JUN 20 who know how to manage change have more successful lives. MIXOLOGY Managing in a Multigenerational Identify the characteristics and key motivational factors of each JUL Celebrating the Workplace generation.Explore commonalities and discuss differences to multigenerational workplace Available on demand startingJUL 18t" build strong teams while bridging the generational gap. SAYING GOODBYE Bereavement:Coping With Loss Grief and loss trigger conflicting emotions.Explore your own AUG Honoring the process Available on demand starting AUG 15t" reactions to loss,from a death to divorce.Learn why some people of grief and loss are stuck in a"grief rut"as you discuss more healthy ways to grieve. TMI Information Overload Managing the enormous amount of information that is thrown at SEP Find your way to the right Available on demand starting SEP 19t" us is difficult.Understand what contributes to information overload resources and apply tips and tools for effectively managing information. ENERGY BOOST Improve Your Health With Sedentary behavior is the fourth leading risk factor of death for ()CT An active approach Ergonomics and Frequent Movement people all over the world.Learn to incorporate frequent desk to well-being Available on demand starting OCT 17t" exercises and movement into your day.Additionally,learn proper ergonomic tips to help ease job stress and reduce chronic injury. GRATITUDE ADJUSTMENT The Mind-Body Connection Keeping the body relatively calm is crucial to well-being and optimal NOV Appreciating all that is good Available on demand starting NOV 215t health.Becoming aware of how your body feels when it is under stress is important to maintain a relaxed and calm state. FUSION FORWARD Diversity in the Workplace: Each member of the workforce brings unique skills,background, DEC Embracing a multicultural Maintaining an Inclusive Environment and experience vital to the successful organization.A diverse workplace. Available on demand starting DEC 19t" workforce is a rich source of creativity and problem-solving. g ACCOUNTABILITY COACHING FOR PERFORMANCE Individually we must be accountable for our Coaching is a challenge that can be extremely own performance, but as managers we must also rewarding.As you follow the guidelines in this be accountable for our employees' performance. session,you will meet that challenge and develop We must clearly define and express our relationships that will be meaningful both for you expectations in order for them to perform at the and for those you mentor. level that we want.We must also provide constructive feedback on a consistent basis with the HOW YOU WILL BENEFIT intent to help increase performance. In this session you will learn techniques and tools for appropriate coaching, as well as HOW YOU WILL BENEFIT The value of coaching and successful When you leave this session you should be able to delegation,the various types of coaching, • Create a congruent workplace where and the benefits that it provides in the individual employees contribute to the long run organization's mission Elements of coaching • Develop a plan to effectively How to compare and contrast effective communicate expectations coaching techniques, tools, and • Identify personal barriers to applications employee productivity • Discuss strategies to hold employees accountable in a way that motivates and produces results 9 q a I ir PAN COMMUNICATING CHANGE TO EMPLOYEES COMMUNICATION SKILLS FOR Change management is a planned and organized COLLABORATION AND WORKING approach to moving individuals,teams, and EFFECTIVELY WITH OTHERS organizations from a current state to a desired A manager needs to be able to effectively future state. Employees going through difficult communicate with his or her team to build trust. changes at work usually have a hard time.The You are able to build a better rapport when you good news is that there are many ways we can are able to give clear and concise instructions. As effectively manage the changes in our personal an effective communicator you can also resolve and professional lives.This session will help conflict. In this seminar you will engage in a managers help employees through a change and discussion on basic communication principles, unearth strengths and skills employees never including the impact of nonverbal cues on thought they had. communication.You will also learn about the behaviors and skills involved in active listening. HOW YOU WILL BENEFIT When you leave this session you should be able to HOW YOU WILL BENEFIT • Describe the components This session will help you create a collaborative of change management process that is effective with all communication • Identify the phases of change styles.You will • Provide tips for responding to change Identify the characteristics of effective • Discuss the importance of communicating communication and helping employees adjust Recognize ways to facilitate mutual respect • Recognize the importance and impact of nonverbal cues on communication • Discuss the Golden Rule and the Platinum Rule • Consider ways to create a respectful and cohesive workplace as a leader/manager 10 CONFLICT MANAGEMENT FOR SUPERVISORS DIVERSITY IN THE WORKPLACE: AND MANAGERS MAINTAINING AN INCLUSIVE ENVIRONMENT Keeping your team focused and motivated is a It is very important to understand the value of full-time job in itself, but conflict within your hiring and retaining a respectful and culturally team can make your job impossible. During this sensitive diverse workforce. Every member of the seminar you will explore how to reach resolutions workforce brings unique skills, background, and that are agreeable to all parties involved and get experience vital to the successful completion of your team focused on moving forward.You will the company productivity and service goals. learn conflict management strategies that will Diversity brings to a workforce a rich source of boost performance and increase collaboration creativity and problem-solving to help reach among your team. business goals. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT When you leave this session you should be able to Learn the value of having a diverse workforce as • Explore different types of conflict well as learn ways you can promote respect and • Identify conflict management styles cultural sensitivity. • Develop an understanding of When you leave this session you should be able to the role of communication Recognize the importance of managing for • Connect conflict management styles diversity with a variety of personality types Identify the elements involved in • Consider ways to create a collaborative successfully recruiting and retaining a environment diverse workforce • Put into practice tips for communicating appropriately in a diverse work environment 11 q a I ir Pie DRUG-FREE WORKPLACE COMPLIANCE LEADERSHIP ESSENTIALS Substance abuse can have a number of negative What is the difference between leadership and consequences on the employee(s) in the management?This session explores the role workplace.The safety of employees is severely leadership plays in managing others.You will learn compromised throughout the workday.This methods to achieve success in guiding and seminar models the Department of motivating others,while leading with a sense of Transportation's Drug-Free Workplace training. focus, purpose, and direction. Additionally you will learn tips for addressing employee issues and HOW YOU WILL BENEFIT concerns. This seminar examines • Signs and symptoms of substance use and HOW YOU WILL BENEFIT how to deal with employees who have job This seminar explores the fundamental concepts of performance problems that could be leadership, including related to alcohol and other drugs 0 Differentiating leadership and • The necessary skills for referring management employees to the Employee Assistance 0 Discussing the ways leaders influence and Program (EAP), other treatment providers, motivate employees and/or drug and alcohol testing o Having a plan to address employee issues • Reasonable suspicion and supervisor and concerns responsibilities 12 MANAGING DIFFICULT PERSONALITIES MANAGING IN A MULTIGENERATIONAL Not all employees are the same;some WORKPLACE personalities are easier to interact with than Today's workforce is composed of generations others.Just about every workplace has a diverse with different values and priorities.This session blend of personalities and preferences. Learn how will identify the characteristics and key to communicate and facilitate a positive working motivational factors of each generation. This relationship with any personality type. We will also session evaluates ways to effectively engage and examine the role of attitudes and perceptions, motivate each generation. Explore commonalities along with how to make the most of our diverse and discuss differences to build strong teams while relationships with others. bridging the generational gap. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT When you leave this session you will When you leave this session you should be able to • Develop insight in managing different Identify common areas of personality types in the workplace conflict between generations • Develop a cohesive team through Determine ways to motivate individual strengths and differences each generation • Identify your own attitudes and Effectively communicate perceptions of people who are across generations different from you Create a plan to manage multiple generations successfully MANAGING IN A VIRTUAL WORLD Working remotely is becoming more prevalent in today's society. It has its pros and cons just as working from an office does. We will address many components of how to effectively manage a virtual or decentralized team. HOW YOU WILL BENEFIT When you leave this session you should be able to • Identify challenges to creating and maintaining successful virtual teams • Provide practical strategies and best practices to communicate with and manage a decentralized team 13 q a I ir PAN MANAGING THE APPRAISAL PROCESS MANAGING UNDER PRESSURE: MAKING Performance appraisals are essential for the DECISIONS AND COMMUNICATING effective management and evaluation of staff. When times are tough, how do you manage Appraisals help individuals improve organizational your team? How do you handle the pressure? performance and feed into business planning. This seminar will equip you with techniques that Formal performance appraisals are generally will strengthen your ability to respond (not react) conducted annually by managers for all staff in the to high-pressure situations.This session also organization.This session will assist managers by covers tools for making decisions during tough providing some tips and suggestions for making times and communicating decisions. the process enjoyable and rewarding. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT This seminar will teach you to When you leave this session you should be able to Examine how you respond to • Discuss the managerial role in challenging situations performance appraisals Be empowered during the • Identify barriers in the communication decision-making process process Evaluate options to make • Discuss effective strategies for providing an informed decision feedback Discuss strategies to hold employees accountable in a way that motivates and produces results 14 r 1 74-m- RECOGNIZING A TROUBLED EMPLOYEE SELECTING THE BEST: EFFECTIVE Employee performance should be a major HIRING TECHNIQUES focus for all managers.At some point in Selecting the best candidate is vital to your management career you are likely to establishing and building a successful encounter at least one troubled employee. It is organization. Learn effective interview techniques important that you know to hire the best talent. It is important to note that what to do and what not to do. hiring the wrong candidates can be costly to the organization and can negatively affect employee HOW YOU WILL BENEFIT morale.As a manager,your performance is In this session we will discuss connected to the performance of the people • The difference between a you hire.You can minimize the frustration of troubled and a difficult employee hiring the wrong person by attending this course. • The role of the manager in responding to a troubled employee HOW YOU WILL BENEFIT • Strategies to achieve positive results This session will provide you with knowledge on • How to deal with a dangerous and how to effectively conduct an interview that will troubled employee bring about the most success in finding that perfect candidate. When you leave this session you should be able to • Discuss the three standard interview processes • Discuss the STAR method • Identify the various rating biases and discuss ways to prevent these biases from affecting the interview process 15 SEXUAL HARASSMENT PREVENTION IN THE STRENGTHENING THE TEAM: BUILDING A WORKPLACE: OVERVIEW AND COMPLIANCE COHESIVE AND INCLUSIVE TEAM In this seminar employees will learn the common "The way a team plays as a whole determines its effects of harassment and the legal ramifications success.You may have the greatest bunch of involved with sexual harassment.We will discuss individual stars in the world, but if they don't examples of sexual harassment behaviors and play together,the club won't be worth a dime"— discuss ways to avoid acting in harassing ways. Babe Ruth. Participants will engage in a Additionally, general sexual harassment reporting discussion on basic communication principles and procedures will be reviewed. complete a fun small-group exercise to identify communication barriers.The facilitator will HOW YOU WILL BENEFIT introduce elements of clear communication. When you leave this session you should be able to Participants have an opportunity to practice • Increase your overall awareness about listening, questioning, confirming, and encouraging forms of harassment in the workplace in several interactive group exercises. • Define sexual harassment and discuss examples of this behavior HOW YOU WILL BENEFIT • Review/revisit your organization's anti- When you leave this session you should be able to harassment policy 0 Discuss strategies for creating and • Discuss legal rights and appropriate maintaining an inclusive environment procedures if harassed 0 Understand constructive ways to • Learn how to avoid harassing actions communicate with others • Identify methods for building respectful relationships • Explore tips for overcoming relational challenges in the workplace 16 THE ART OF DELEGATION THE ART OF MOTIVATION Maximize productivity by learning the art of Understanding what motivates people allows delegation. Delegation can foster teamwork managers the opportunity to build a strong team. and boost employee morale. Successful Effective managers learn how to motivate through managers show confidence and competence when interaction and discussion. assigning tasks to experienced employees. Today's employees face an ever-growing workload.There HOW YOU WILL BENEFIT may have been times when it was easier to just do When you leave this session you should be able to it yourself, but you can't do it all. Attend this Discuss research on employee motivation session for tips on delegating an assignment while Identify the three goals that ensuring accuracy in the process. employees seek at work • Discuss the four dimensions HOW YOU WILL BENEFIT of employee engagement When you leave this session you should be able to • Identify the elements of delegation • Discuss the roadblocks to successful delegation THE STRATEGIC PLANNING PROCESS • Recognize 10 key steps to It is crucial for managers and supervisors to successful delegation understand the value that strategic planning • Evaluate 10 warning signs brings to an organization. Knowing how your that your delegation skills department aligns with the mission and goals of need improvement the organization is valuable to the success of the organization.This seminar reviews the stages of the strategic planning process. HOW YOU WILL BENEFIT When you leave this session you should be able to • Identify key concepts involved in strategic planning • Identify ways you can contribute to your organization's strategic success • Discuss strategies to hold employees accountable in a way that motivates and produces results 17 UNDERSTANDING MEDIATION TO VIOLENCE PREVENTION IN THE WORKPLACE RESOLVE DISPUTES Research shows that violence in the home follows Alternative Dispute Resolution (ADR) is the victims into the workplace and often results in method of resolving disputes or issues that are absenteeism, low productivity,and turnover. In considered to be outside of the judicial process. this session we will discuss the prevention of Mediation is a form of ADR and is a way of violence in the workplace as well as how to deal resolving disputes between two or more parties. with it should it actually occur. We will discuss risk Many employers utilize this method for workplace factors that may increase this behavior and also issues. Mediation involves a neutral third party indicators of problem behavior. Once we know the bringing two sides together with the aim of risk factors and indicators, we will move on to the reaching a mutual agreement. Learn how proper response to workplace violence, what organizations are using mediation to resolve employers can do, and how employees can employee issues and to decide if mediation could protect themselves. work in your organization. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT This session will help participants define workplace When you leave this session you should be able to violence, learn how to recognize it, and learn how • Identify the aspects of alternative to handle a potentially violent employee.You will dispute resolution learn to • Discuss how organizations use Discuss ways to prevent and deal mediation to resolve employee issues with workplace violence • Provide strategies for resolving Identify risk factors that may increase workplace issues using mediation a worker's risk for workplace violence • Describe indicators of problem behavior • Discuss methods of responding to disruptive,threatening, or violent behavior • Identify what employers can do to help protect employees and what to do after an incident 18 2017 Training • • rittING 6,570 DAYS: YOUR CHILD FROM BIRTH CARING FOR AGING RELATIVES TO LATE TEENS Learn how to determine the best level of care for an This session provides an overview of key developmental aging relative.As older relatives age,they may require stages of your child from birth to late teens and "leaving more care than family or neighbors can provide. Many the nest." Discuss common issues during each stage as younger relatives then face the difficult decision of well as helpful strategies you can employ as a parent. seeking the right kind of outside care.This seminar is a You'll also learn about resources you can tap into during helpful first step. You'll learn about observing and each phase of your child's life. assessing your relative's ability to perform the activities of daily living (ADLs),from bathing and dressing to eating HOW YOU WILL BENEFIT regularly and correctly taking medications. Some elders You will gain a clearer understanding of the may be unwilling to accept that they require additional developmental stages your child will go through. care; this seminar explains how to communicate more You will productively about care options, from in-home assistance • Identify key developmental stages of childhood to assisted living and nursing care. and adolescence • Discuss the common issues of those stages HOW YOU WILL BENEFIT • Apply strategies to help you and your child You will have a better understanding of how to determine through each phase the most appropriate level of care for your aging • Identify parenting resources to help you relative—and how to select care that ensures your navigate from birth to late teens loved one's highest quality of life and health. You'll learn to • Observe and assess the elder's ADLs • Involve your aging relative and other family members in decision-making • Ask the right questions and observe the environment closely so that you select the best quality of care and lifestyle for your loved one • Stay fully involved if the elder is settled into a new living situation 19 1 CHANGING RELATIONSHIPS: YOU AND YOUR EFFECTIVE COMMUNICATION WITH AGING PARENT/RELATIVE CHILDREN Learn how to communicate more calmly and Learn techniques that help you to communicate productively with aging parents who can no more productively with your children.You'll learn longer live independently. Most adult children about different communication styles and how find it difficult to talk to parents about their to communicate effectively, starting in early decline in physical and mental abilities, outside childhood.The seminar details parental care services they may need, and the possibility techniques that minimize the "whatevers"—from of new living arrangements.To make this paying attention and minimizing distractions process easier, the seminar will present you during conversations to pausing for 30 seconds with techniques that overcome common before engaging the child in a response.You'll also communication barriers when elders are resistant, learn to avoid negative communication styles that angry, or unwilling to listen. You will also explore hamper conversation and increase conflict. helpful assumptions about aging and how to understand the loss of independence from the HOW YOU WILL BENEFIT parent's perspective.The seminar will conclude Your relationship with your child will strengthen as with a summary of how to assess activities of you communicate more effectively.The seminar daily living (ADLs), available care options, and will help you to a list of resources for aging adults. • Understand the family benefits of positive communication HOW YOU WILL BENEFIT • Recognize different styles of As relationship dynamics change, communication communication techniques that help facilitate trust and allow . Use techniques and conversation aging parents or relatives to participate openers that help your child to stay productively in decision-making about their future interested and engaged will help you to preserve their respect and dignity. • Avoid conversation stoppers like This seminar will examine sarcasm, guilt, and nagging in g • The challenges of aging from the aging parent or relative's point of view • The likely changes in your relationship with an older relative • Communication techniques to overcome resistance and anger • Steps to determine the right level of care, services, and housing options for your loved one 20 1 ENHANCING YOUR CHILD'S SELF-ESTEEM FAMILY TIES Learn to recognize indicators of high self-esteem Since over a third of all children can expect to and how to enhance a child's self-esteem.The live in a stepfamily at some time during their seminar will explain that a child who feels good childhood, blended families that co-parent are about him or herself feels capable, confident, becoming the new"normal."This seminar and self-assured. He or she displays creative, illustrates that handled in a consistent and loving imaginative, and independent thinking. Low self- way, managing children in blended environments esteem is often exhibited in a reluctance to try can allow both children and parents to thrive. new experiences, a feeling of powerlessness, and You'll learn tips for custody and visitation poor peer relationships. You'll learn what impacts schedules, school meetings, and managing self-esteem at each step of development as you the child's medical needs.The seminar will explore parental,family, peer, and community lead you through the developmental stages of influences.You'll also learn specific methods to blended families,from fantasy expectations enhance your child's self-esteem, from setting and subsequent conflicts to the development limits to promoting self-discipline. of new roles and norms that coalesce into a strong blended family.You'll learn the power of HOW YOU WILL BENEFIT consistent rules and chores to help build positive By the end of the seminar,you will understand family routines that boost each child's self-esteem the importance of building self-esteem since and sense of responsibility.The seminar will it can determine your child's choices, level of conclude with resources to support new families, achievement, and feelings of happiness and from lists of helpful children's books to community contentment.You will resources and services to ease family conflicts. • Have an understanding of how high or low self-esteem manifests in your HOW YOU WILL BENEFIT child's behavior The seminar paves the way to help a family move • Recognize the factors, especially parental from "step" relationships that focus on exclusion behaviors,that shape your child's self- and disruption to "blended"families that focus on esteem in various stages of development family togetherness and positive routines and • Understand that building self-esteem roles.You'll be able to is cumulative • Understand areas of concern for • Recognize that conflicts may emerge from blended families,from family the parent's dream for the child and the loyalties to discipline and favoritism child's own unique hopes and wishes • Apply practical parenting techniques to build a loving family • Understand methods to help children become more responsible and confident in their family role • Determine when a child is ready to stay home alone 21 1 GRANDPARENTS RAISING GRANDCHILDREN HOME ALONE?WHEN KIDS "OUTGROW" Nearly 6 million children in America are being CHILD CARE raised by other relatives—especially With cell phone in hand, many tweens feel safe grandparents. As families without parents in to stay home alone. Learn the signs for readiness, the home grow(currently about one-third of all general laws around self-care, and ways to help families),the role and profile of grandparents have keep your child safe as he or she grows and changed.You'll learn that those raising children becomes more independent. are usually under the age of 59 and face daunting challenges,from finding additional financial HOW YOU WILL BENEFIT resources to obtaining adequate housing. Many By the end of this session you should be able to also face social isolation, since most of their peers' • Identify the characteristics of responsible children are grown.You will examine why so many behavior parents are unable to raise their children,from • Explain how to teach responsibility to your drug issues to job loss or military deployment.The child seminar will end with extensive resources and a • Identify ways to determine if your child is summary of legal tips for grandparents who have ready to be left alone at home become the primary caregivers for young children. • Apply specific tips for helping to keep your child safe when home alone HOW YOU WILL BENEFIT You will understand that grandparents (and other relatives) raising children when parents are not IDENTIFYING SIGNS OF ADDICTION IN A able is a growing cultural trend as you LOVED ONE • Better understand the challenges There are key signs to consider if you think a many grandparents face when loved one may have an addiction.This session will they raise young children provide an overview to this complex situation and • Learn about the Kinship Support Act options to consider when looking for help. and other legal and support services HOW YOU WILL BENEFIT When you leave this session you should be able to • Define addiction • Identify common signs and behaviors of addiction • Discuss tips for having a conversation with the loved one • Locate options for obtaining help for both the loved one and yourself 22 1 MAKING THE GRADE: MEET YOUR TEEN HELPING YOUR CHILD ACHIEVE IN SCHOOL The seminar explores the profound physical, Parents set the stage for learning.The seminar emotional,and intellectual changes teens provides you with concrete steps to help your child experience.You'll learn that teens' criticism of get the most out of his or her school experience. parental values,their willingness to try out risky You will understand the importance of modeling behaviors, and their desire to follow peer and the behavior you'd like from your child.You'll media trends are a normal part of establishing learn how to make your family life education- their own identity.The seminar will also lead friendly, from limiting TV and Internet access to you through an analysis of parenting styles as structuring homework time.The seminar will also you consider the impact of each style on the offer ways to get involved in your school so that maturing teen. you can be an effective advocate for your child. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT The seminar can help you to strengthen your The seminar will help you set the stage for relationship with your child as you learning as you • Identify the myths of adolescence and • Help your child's education how they influence your expectations become a joyful experience for yourself and your teen • Make your family routines • Understand the motivations and supportive of school work developmental characteristics • Find positive ways to intervene of the maturing adolescent if your child struggles with school • Analyze your own parenting style as you explore the best approaches to supporting a teen's safe journey to maturity 23 1 PARENTS TAKING ACTION SUDDENLY YOU'RE A CAREGIVER Learn the importance of parental involvement Receive information and support if an in a child's educational career. Researchers have unexpected illness in a loved one has made you found that family participation in education is a caregiver. Often a child or younger relative is twice as predictive of a student's academic success surprised to become a caregiver if one parent has as family socioeconomic status. Students who died and the other can no longer safely live at have parents involved in their education have home, or the suddenly deteriorating condition better school attendance,get higher grades, have of an ailing relative makes independent living higher self-esteem, and use drugs and alcohol less impossible.This seminar will guide you through frequently.The seminar explains that parents can the decision process you face. You will learn about keep the student academically engaged by helping all the care options—and associated costs— with homework, establishing supportive family available to an ailing adult,from in-home care routines, and monitoring out-of-school activities. services to assisted living.The seminar also helps You will also explore cultural barriers to school you to consider all aspects of taking a loved one involvement and the important role of the father into your home,from family dynamics to safety in a child's education. modifications. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT The seminar will help you to develop creative ways You will learn about all of the factors to consider to support a child's educational process.You will when an ailing loved one can no longer live • Understand the advantages for your independently, including child when both parents participate • Integrating and understanding in homework and school activities a loved one's wishes • Explore ways you can support • Assessing your capacity and ability as your child's education caregiver, including family needs, time • Identify barriers to parental availability, and home readiness school involvement • Understanding both emotional and financial considerations in caring for the loved one • Considering all care options, including in-home care and nursing facilities • Creating support systems to maintain your own physical and emotional health 24 1 TEACHING CHILDREN TO EMBRACE CULTURAL TEACHING YOUR CHILD RESPONSIBILITY AND RACIAL DIFFERENCES Children can learn to become responsible adults. Children can learn to grow up with a positive In this seminar you will review the characteristics approach to cultural and racial differences.This of a responsible child—from accountability to seminar will explore how perspectives on culture fulfilling obligations. You will then discuss the and race develop in children. You'll also examine importance of effective feedback, appropriate the ways children display lack of tolerance at every rewards, and other steps to raising a responsible age group.The seminar will present models of child.You'll explore the role of self-esteem in behavior that teach children to embrace cultural the process and the negative impact of using and racial differences. Parents can help by guilt and arbitrary rules. listening to their children's feelings, pointing out areas of prejudice, and helping children HOW YOU WILL BENEFIT to handle any conflict that may arise. The seminar provides a great overview of the process of teaching one of the most important HOW YOU WILL BENEFIT lessons in childhood, how to become a responsible You will have a greater understanding of how adult. You'll explore children develop prejudices and how to teach • The characteristics of responsible behavior children to feel positive about the cultural and • The process of learning how to make racial differences they encounter.You will good decisions • Learn how to model • Behaviors that block children from more accepting behavior learning responsibility • Develop strategies for responding to • The importance of the parents' role children's questions and concerns in shaping responsible behavior • Learn strategies to help children think more positively before prejudices deepen 25 1 TECHNOLOGY AND KEEPING YOUR KIDS SAFE THE SANDWICH GENERATION: STRATEGIES Most children use technology with an ease and FOR MULTIGENERATIONAL CAREGIVING frequency that is almost incomprehensible for Almost 25%of all families are currently dealing their parents. In a world of Facebook,texting, with elder care issues—while raising young instant messaging, and endless apps on children at home. Since this percentage smartphones, how can parents keep children safe? is expected to increase to as many as 60%of all This seminar is an overview on childhood in families in the next decade, this seminar provides the Internet age.You'll become aware of all the a timely overview of how to cope as a member communication options available to children and of the "sandwich generation."You will identify learn ways to add parental controls.The seminar common family dynamics—from seniors who feel touches on the risks facing children, from loss of anger and shame at losing their independence privacy,to exposure to inappropriate materials, and role in society, to children who are confused, to how they may engage predators.You'll learn frustrated, and embarrassed by a grandparent's helpful tips, from where to locate the computer decline. As stress increases, you will learn how to in the home to available parental computer identify the triggers that indicate you may need monitoring programs.You'll even learn some more help and outside services. of the most basic texting abbreviations. The seminar concludes with coping strategies for HOW YOU WILL BENEFIT the caregivers, most often women,who face the You'll be more informed about children's access to competing pressures of family life and work information—and be more prepared to monitor while they care for an elderly relative. and take control—as you • Learn about the variety of HOW YOU WILL BENEFIT communication tools available When you leave this session you should be able to • Understand both the benefits and risks • Understand the financial and emotional associated with the devices children use impact on both family and work • Learn tips that keep the adult in control • Discuss the needs of the generations for effective communication • Develop coping strategies • Identify signs that additional assistance is needed 26 II II �t� FINAN7 L EFFECTIVE BUDGETING HOME-BUYING STRATEGIES What does money represent to you?The first Is home ownership the right path for you? step in effective budgeting is defining your money This seminar will explore the advantages and beliefs and your financial goals, both short-term disadvantages of home ownership.You'll learn and long-term.The seminar will guide you through about the process of buying a home,working the process of tracking your spending so that you with a Realtor, shopping for a home mortgage, understand how you currently spend money.You'll and what to expect at closing. examine your obstacles to reaching your financial goals as you learn how to manage your debt and HOW YOU WILL BENEFIT develop a personal debt reduction plan. The seminar will prepare you for home ownership. You'll discuss HOW YOU WILL BENEFIT • Mortgage lender options The seminar will provide you with the steps to • Available housing programs for understand your current budgeting style so that down payment and closing costs you can make effective reductions in debt. • Strategies to make the You'll examine home ownership dream come true • Your money beliefs and how these affect your financial situation • Ways to track your spending • Proven ways to reduce debt and spending • Financial tips and resources during a layoff 27 IDENTITY THEFT PROTECTION INSURANCE ISSUES: AND PREVENTION MEDICARE AND MEDICAID Learn to protect your personal information. With the rising costs of health care,your elderly As we pay bills, order products, and do banking loved one will need proper coverage. Identify on the Internet, we face the constant threat of various care payment sources and examine thieves who can unlawfully obtain our personal eligibility criteria and range of coverage. information to commit fraud or other crimes. Stolen identities allow thieves to open new credit HOW YOU WILL BENEFIT cards, take out loans, and even establish phone You'll understand all aspects of Medicare and service. In this seminar,you'll learn how thieves Medicaid, and additional resources available. gain access to your personal information and how The seminar will help you you can tell that your identity has been stolen. 0 Identify your Medicare options You'll learn the steps to take immediately if you 0 Provide tips for choosing suspect identity theft.The seminar will provide a Medicare option you with detailed resources and phone numbers 0 Discuss the basics of to call, as well as tips so that you avoid identity Medicaid and eligibility theft in the future. 0 Provide resources for more information HOW YOU WILL BENEFIT You'll understand all aspects of identity theft and how to avoid it.The seminar will • Help you to recognize when your identity has been stolen • Provide tips for reclaiming your identity once it has been stolen • Identify ways of protecting yourself from becoming a victim in the future 28 7 1 MAINTAINING PERSONAL AND FISCAL RESILIENCY MAKE YOUR MONEY WORK FOR YOU: A DEBT DURING TOUGH ECONOMIC TIMES MANAGEMENT PLAN An active, positive approach can minimize the impact of Do you wish that your money could work for you a difficult financial outlook.This seminar helps you to instead of the other way around? Learn tips to investigate your own feelings about the current decrease your debt, improve your credit score, economy.You'll learn how to develop a "stress plan" establish or reestablish credit, and better manage that will help you to visualize a more positive future as your money. you identify opportunities for change and strategies to improve your finances.You'll also go through the process HOW YOU WILL BENEFIT of prioritizing your needs and exploring the full extent of Specifically, in this session you will your assets. • Discuss important credit principles • Understand how to improve your FICO HOW YOU WILL BENEFIT credit score You will learn how to face financial challenges with . Identify money management tips resiliency and a positive outlook. The seminar will guide . Discuss strategies for deleting your debt you to • Understand the impact of the current economic climate PLAN YOUR DREAM VACATION ON A BUDGET • Explore resilient responses to uncertain Travel can be a dream come true if you plan circumstances, including emergency events adequately.This seminar will lead you through • Plan a strategy for your own financial future each planning phase of a vacation.You'll be asked that identifies ways to cut costs, explores to consider all aspects of your dream holiday— opportunities you may not have recognized, where to go,with whom, when, and in what and maximizes your assets manner.You'll identify budgetary concerns and how to avoid scams.The seminar will also review in-state resources, best months for specific destinations, and websites that make the planning easy! HOW YOU WILL BENEFIT You will be better prepared to plan a vacation that you'll remember with a smile.The seminar will help you to • Think through all aspects of planning a vacation • Incorporate frugal budgeting tips, including alternatives to expensive hotels • Examine the full range of travel options, from day trips to international tours 29 Alk REBUILDING CREDIT RETIREMENT: IT'S NOT JUST ABOUT THE MONEY It is never too late to build a bright financial Retirement planning is not just about your pension future. Managing your finances and keeping a or 401(k); it's an entirely new chapter in your life. positive financial outlook are two of life's most Retirement can bring with it a new living environment, complex challenges. Learn ways to maximize your a chance to explore interests, or maybe even a new finances, options for making the most of your career. In this session,you will investigate these topics dollars, and strategies for restructuring your credit and more to better prepare you for the retirement rating to keep your financial situation on the right years to come. track.This seminar helps you to create a sound financial management plan. HOW YOU WILL BENEFIT When you leave this session you should be able to HOW YOU WILL BENEFIT 0 Create your personal definition of retirement You will learn how to employ basic financial 0 Discuss the aspects and stages of retirement principles to create a better financial future.The 0 Identify how to find a healthy balance in seminar will guide you to retirement • Identify strategies to increase your savings • Develop methods to decrease debt quicker using your current income YOUR ROUTINE FINANCIAL CHECKUP • Provide tips for maximizing your Learn to manage your finances more effectively. credit score During the seminar, you will be guided through • Identify methods for rebuilding the necessary steps to examine your finances your credit from a variety of perspectives. First,you will review and prioritize all of your debts as you explore your assets.Then you will examine your financial goals in three phases. You will also explore your resources should you face financial emergencies, from illness to job loss.The seminar will conclude with a discussion of the six key areas of personal finance, from cash management to tax planning and estate conservation. HOW YOU WILL BENEFIT You will learn the basics of how to manage your finances and reach your financial goals. You will review • Current debts • Financial resources and assets • Short-term, intermediate, and long-term financial goals • The basics of cash management, risk management, and investment planning • Retirement goals and funding sources 30 f WA MiQ ffili Mirs. c LEGAL ESTATE PLANNING: LEGAL ISSUES FOR ADULT DEPENDENTS FIVE ESSENTIAL DOCUMENTS Prepare your family for the future and the Be prepared to take action on planning your unexpected. Some family members may have estate so your family's assets are protected. lifelong illnesses or conditions that prevent This seminar will guide you through the basics them from making adult decisions; others become of estate planning. You will learn about the five incapacitated as they age.This seminar will help important documents you should have prepared. you to examine the legal options that allow family You will understand the difference between wills, members to care for adults who cannot make guardianships, and trusts.The seminar will also decisions for themselves.You will learn the basics provide tips for identifying the best financial of living wills,the durable power of attorney, advisor so that you can reach your personal and guardianships, trusts and wills, and the legal financial goals while minimizing taxes. provisions available to the healthy spouse when the other partner enters a nursing home. HOW YOU WILL BENEFIT You will be better prepared to plan your estate so HOW YOU WILL BENEFIT you can protect your family's assets in the future. You will understand the legal provisions necessary The seminar will guide you through to care for an adult dependent and how to plan for • Identifying the five important documents your own or a spouse's incapacitation during a that you should have ready major illness or through aging. You will • Understanding the basics of estate • Learn which circumstances require a planning, will planning,guardianships, and living will,the durable power of attorney, trusts or a guardianship or trust • Discussing tips for identifying the best • Understand the importance of financial advisor understanding your relative's wishes • Communicating your wishes and desires to before he or she is incapacitated and family members and other individuals the reasons to plan for all possible health situations in your own life • Identify which documents and information to gather before you seek legal advice • Learn the four essential legal documents everyone should have in place 31 • 0 1 POWER OF ATTORNEY AND ADVANCE DIRECTIVES Communicate your wishes should an unexpected life event occur.This seminar will help you to understand and to select the appropriate legal provisions, from the power of attorney to advance directives, so that your affairs are in order when you face incapacitating illness or death. You will also explore the benefits of having your affairs in order to avoid possible family discord and strife. HOW YOU WILL BENEFIT You will be ready to make the right choices about necessary legal provisions in the face of unexpected illness or death. The seminar will • Detail the basics of preparing a will and selecting the right power of attorney • Provide reasons to prepare an advance directives document • Explore the benefits of developing a financial inventory and a letter of instruction to your estate trustee so you can communicate your final wishes and any personal messages • Prepare you to talk to your family about sensitive illness or end-of-life issues 32 2017 Training • • 1 A PERSONAL GUIDE TO BUILDING RESILIENCY BEREAVEMENT: COPING WITH LOSSES AND COPING WITH CHANGE While grief touches everyone,the pain of loss is Learn strategies to remain resilient and healthy unique to each individual. However, we can learn through all the ups and downs life has to offer, that grieving itself is normal and that major losses from a new baby or a job promotion,to illness or will trigger conflicting emotions,from anger and divorce. It's not what happens to us but how we denial to relief.This seminar will help you to respond to what is happening to us that has the explore your own reactions to loss, from a death strongest impact in our lives. When we are to divorce. You will learn why some people are resilient,we are able to adjust quickly to new stuck in a "grief rut" as you discuss more healthy conditions, change our personal direction if ways to grieve. required, and incorporate every life event more smoothly into our lives.This seminar will empower HOW YOU WILL BENEFIT you to become more resilient as you learn to The seminar will help you to explore both identify the traits of resilient people and the myths and the facts of the grief process. understand the role of your thoughts and You'll examine perception in shaping your response to • The different and individual ways life's joys and challenges. each person handles grief • The ways both adults and children can HOW YOU WILL BENEFIT learn to cope in a more healthy manner You'll be able to adjust more easily to life's ups and • The understanding that since grief affects downs as you us all, grief becomes more tolerable when • Recognize what defines resiliency, we offer the helping hand of support to from flexibility to a positive outlook those in grief • Increase self-awareness about personal and work conditions that trigger stress in you • Learn new ways of thinking about changes in your life that will boost your resilience 33 BEATING THE BLUES COMPASSION FATIGUE: Sadness is a natural emotion that all human beings INCREASING RESILIENCY experience in their lives. It can be due to a number Strategies can overcome symptoms of of reasons, such as disappointment, loss, or divorce. compassion fatigue and stress. From 60%to 80% This emotion typically does not linger. However, of all crisis workers,first responders, and mental when it does and begins to interfere with a person's and medical staff who work in high-stress ability to function on a daily basis, it morphs into environments may experience numbness, apathy, depression. or emotional issues at some time in their careers. This seminar will identify the contributing factors HOW YOU WILL BENEFIT and related symptoms, from emotional outbursts You will better understand the symptoms of sadness to chronic ailments and difficulty sleeping.You'll versus depression and learn practical strategies to explore the common phenomenon of emotional add to your wellness "tool kit." contagion, as caregivers begin to take on the Attend this session to emotions of those they need to help or rescue. • Recognize the difference between sadness After understanding how compassion fatigue can and depression develop,you'll learn specific strategies to reduce • Identify techniques for beating the blues and defuse high stress levels and to develop resilience. BETTER HEALTH THROUGH SCREENING HOW YOU WILL BENEFIT Do you know which health screenings are You will understand the impact of compassion recommended for your age group and gender? fatigue, what it entails, and how to develop Do you understand what all those numbers mean? resilience, defined in the seminar as "the ability to Attend this session to find out which health withstand adverse events and stressful situations screenings are most important for you and what without falling apart, by actively and positively those numbers mean for your health. We'll also share coping with stress."The seminar will help you to a myriad of helpful health-related resources. • Recognize triggers that can lead to symptoms of compassion HOW YOU WILL BENEFIT fatigue and stress The seminar will help you to • Examine your own emotions and • Discuss the value of health screenings responses when you are challenged • Identify the health screenings recommended by high-stress events for you • Evaluate your life and identify areas • Understand what common health screening of life that you'd like to change results mean • Develop alternative strategies, including • Locate resources to assist you in improving meditation and breathing exercises,to your health reduce and defuse high stress levels 34 COPING WITH CHANGE EATING YOUR WAY TO WELLNESS "Every new beginning comes from some other We always hear about having healthy habits; beginning's end" is a lyric from a pop song, but however,so many diet plans have warned us it's also a catchy way to understand the nature to stay away from particular food groups or of change. Learn how to effectively deal with eliminate certain things from our meals.This both the losses and the gains that change session focuses on the USDA's MyPlate with tips brings to your life. and resources on how to eat your way to better and long lasting health. HOW YOU WILL BENEFIT You will be able to HOW YOU WILL BENEFIT • Understand the challenges of change You will be able to • Explore the losses and gains specific Discuss methods of choosing to change and preparing healthy food • Identify personal strategies and 0Consider 11 tips for eating supportive resources to manage healthily on a budget change and transition • Access additional resources to assist you in developing a plan for eating healthily DISRUPTING NEGATIVE THOUGHTS Are negative thoughts normal?Yes. It's not the negative thoughts themselves that are the issue; EIGHT STEPS TO A HEALTHY HEART rather, it's when we believe the negative thoughts. In the United States,the number 1 cause of death Learn how to gain control over negative thoughts for both men and women is heart disease. and turn them into positive ones. Approximately 1 million people lose their lives to heart disease every year. And this doesn't impact HOW YOU WILL BENEFIT just older adults. Half of the victims of sudden You will be able to cardiac death are under age 65. • Identify the symptoms and causes of negative thoughts HOW YOU WILL BENEFIT • Apply strategies to disrupt Utilizing the Mayo Clinic's heart-healthy diet negative thoughts concepts,this session will help you to • Understand when additional Understand which heart disease factors help is needed are controllable • Discuss the types of help available Identify several key components of a heart-healthy diet • Discuss tips for implementing a heart-healthy diet 35 EMOTIONAL SUPPORT: EMPLOYEE EAP ORIENTATION STAYING BALANCED IN A CHANGING WORLD Learn about the benefit of free access to the Change impacts all aspects of life. It is neither Employee Assistance Program (EAP) if you require good nor bad,though every change brings a confidential counseling or consultation about an chance to self-improve or self-destruct.This issue of concern. Major life changes,from the seminar is focused on the concept that people birth of a child to divorce or elder care, impact who know how to manage change have more how we function at work.This seminar will provide successful lives.You will deepen your knowledge you with an overview of when to seek help from of the change process as you review the factors your EAP,who is eligible in your family, and the that influence change and ask yourself key wide range of services and consultations that are questions about change in your life.You'll available. focus on successful change management in the workplace as you review common change factors HOW YOU WILL BENEFIT in corporations, from layoffs to mergers, and the You will understand the EAP benefit and be increased stress and anxiety many employees prepared to use it effectively when you require experience. You'll learn how to take a more counseling or specific legal or financial advice. positive approach as you learn to embrace You'll learn the following: change and manage the elements that are • When to use the EAP within your control. • What kind of credentials you can expect from counselors and advisors HOW YOU WILL BENEFIT • Details about sessions,follow-up, You will be more prepared to accept change as a seminars, lunch & learns, and other challenge rather than a crisis and have a greater available services comfort level managing unexpected events as you • Understand that change is inevitable and a normal part of life • Learn that change in the workplace is handled most successfully when the people who are affected by change are given a chance to be part of the solution • Recognize high-stress symptoms in yourself and others and learn more healthy coping skills • Learn to manage change instead of avoiding it 36 EXAMINING RELATIONSHIPS: IMPROVE YOUR HEALTH WITH PROPER HEALTHY VS. UNHEALTHY ERGONOMICS AND FREQUENT MOVEMENT Learn to identify the characteristics of a healthy Proper ergonomics can ease job stress and prevent relationship both at home and at work—and what chronic injuries and disabilities.Additionally, sedentary kind of relationships to avoid.You'll examine behavior is the fourth leading risk factor of death for different types of relationships,from family and people all over the world. Exercise helps, but it doesn't friendship to romantic and professional.You'll review compensate for all the sitting we do. Research has found real-life scenarios that are sure to stimulate lively that a sedentary lifestyle is just as or more harmful than discussions about what makes a relationship healthy smoking. But we can impact this by incorporating or unhealthy.You'll also discuss bullying in the frequent movement into our lives! workplace and how it differs from legitimate feedback or disciplinary action. HOW YOU WILL BENEFIT For those who need to let relationships go,the Attend this important hands-on session to: seminar explains how to "ACT": accept • Discuss the importance of proper ergonomics the fact, consider one's own needs, and and frequent movement take time to heal. • Apply ergonomic tips to your work environment • Discuss ways to incorporate frequent movement HOW WILL YOU BENEFIT into your day The seminar will deepen your understanding • Identify exercises you can do at your desk or of healthy versus unhealthy relationships. workstation You'll be able to • Identify the characteristics of healthy LET'S SLEEP ON IT: DEVELOPING A HEALTHY and unhealthy relationships SLEEP PATTERN • Understand how to establish personal Did you know that 70 million Americans and professional boundaries experience sleep-associated problems?Sleep is very • Determine when to let a toxic important for everyone, regardless of age. Some people relationship go can get by on less sleep than others, but that does not • Understand when to seek help for prolonged mean that sleep is any less important for them.There sadness at a lost relationship are many factors that can impact our sleep. In this or the inability to let a bad relationship go session we will discuss the types of sleep, steps to help you have better quality sleep, and sleep disorders, as well as myths about sleep. HOW YOU WILL BENEFIT You will be able to • Describe the importance of sleep and its impact when the body is deprived • Describe the types and stages of sleep • Discuss the aspects of shift work sleep disorder • Become aware of actions that sabotage your sleep • Create a sleep "program" for yourself using tips to ensure a better night's sleep 37 LIGHTEN UP WITH LAUGHTER RELAXATION TECHNIQUES AT THE WORKPLACE The joy of laughter! Laughter is ingrained in us from Take a break from the hustle and bustle of work to childhood. Did you know that children laugh over 400 regroup and refocus.This seminar will cover stress times a day? However, as we get older that laughter busters, breath awareness, safe stretching to relieve somehow begins to fade. Laughter has so many tension, and correct posture for sitting and standing. benefits, including some that we are not even aware During this session,you will experience relaxation of. Research has found that laughter is stimulatory. techniques and come away feeling refreshed,with a When we laugh we stretch the muscles in our face. new focus on relaxation. Our pulse rate, heart rate, and blood pressure increase. We also begin to breathe faster.This in turn HOW YOU WILL BENEFIT sends more oxygen to our tissues. Many people who You will learn to believe in the benefits that they receive from Identify common causes of stress laughing say that it is the same as a mild workout. Use stress busters and relaxation techniques to reduce stress HOW YOU WILL BENEFIT Discuss the importance of good posture, the You will be able to advantages it provides, and the consequences • Describe the psychological benefits of humor of developing bad posture • Identify appropriate uses of humor in the Practice easy and safe stretching techniques workplace that can be executed in the workplace • Develop an action plan for improving humor SELF-CARE: REMAINING RESILIENT LIVING WELL ON THE FAST TRACK: Learn to identify ongoing symptoms of stress and EATING HEALTHILY ON THE RUN how to find a more healthy approach to the demands Living a hectic lifestyle but want to remain healthy? of work and home. Reconciling the demands of work It can seem impossible to find time and home life can be a source of constant tension. to exercise, cook healthy foods, and relax. As a result, sleep disturbances, appetite changes, Who has time in their day for all of that?With ever- headaches, poor concentration, and irritability are increasing family commitments and work common signs of too much stress. In this timely responsibilities, you may be depriving yourself of seminar,you will learn to identify emotional and sensible,well balanced meals.You don't have to;this physical symptoms of stress, assess your own seminar will help you make healthier food choices situation, and learn hands-on techniques to bring while eating on the run. balance to your work and personal life. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT Learn basic techniques for quick but effective You will learn to exercises, and fast but healthy meals and snacks.You • Recognize the physical and emotional signs of will learn to stress • Incorporate quick and effective exercises • Assess your own life balance situation • Identify healthy food options • Reduce the stress of transitioning from home • Create a healthy meal plan to work • Create an effective family unit • Implement time management skills • Become mindful of the benefits of self-care 38 THE PATH TO INNER PEACE THE MIND-BODY CONNECTION At some point in all of our lives we may lose track of What people think and believe can affect their ourselves and find ourselves stressed to the max health. Research indicates that keeping the body in a about all of our responsibilities.We spend relatively calm state is crucial to well-being and so much time running from task to task that we optimal health. Becoming aware of how your body forget to stop and take a breath. Getting off feels when it is in a tense or anxious state the fast track and getting in touch with what is important to keeping the body in a relaxed and is important in your life is one pathway to calm state. inner peace. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT In this seminar you will learn relaxation and stress In this session we will explore how the speed at management techniques to help you maintain a calm which our lives carry on can be detrimental to state during stressful situations.You will learn to ourselves. We will talk about what inner peace really Identify the connections is and the five principles we need to develop our between mind and body personal inner peace. Practice the relaxation response During this session we will also Identify how to recognize and • Discuss common dilemmas that we find manage stressful situations ourselves struggling with on Recognize the benefits of a daily basis and ways to become more relaxing your mind and body aware of ourselves as well as others • Discuss principles for developing inner peace TIPS FOR SMOKING AND TOBACCO CESSATION Are you ready to quit smoking?This is a difficult decision, but it is the most important step you can take to improve your health and the health of those around you.This seminar helps you understand why you smoke and how smoking affects those around you.The world around you, your workplace, and your favorite restaurants have all quit smoking, and you can too! HOW YOU WILL BENEFIT You will learn to • Identify the underlying reasons that cause you to smoke • Recognize the obstacles to quitting • Use tips for creating a personalized smoke-free plan 39 2017 Training • • Learrnirfg Planning ?tRISONAL strategy Motivation CTROWTH PERr5= L � r tNDYflatESSIONAL DEVELOPMENT BULLYING: CONFRONTING BUSINESS ETIQUETTE AND PROFESSIONALISM HOSTILITY IN THE WORKPLACE For success in the workplace, it is helpful to identify Bullying behavior can be recognized and the traits of professional behavior. You will examine addressed in an empowering, respectful manner. a wide range of characteristics that can help you to This seminar will examine examples of workplace succeed,from accountability and punctuality to bullying and the many types of behavior that can respect for others.The seminar will also focus on be defined as bullying. All involve a misuse of business etiquette and will help you to recognize power with the intention to intimidate or put tech-etiquette offenses, from too much multitasking someone down.You'll learn about the impact of to distracting interactions with technology during bullying on the employee—from an inability to meetings or conversations.You will review the focus or work productively to stress leading to benefits of professional communications, with an physical ailments.You'll also understand the emphasis on proper e-mail etiquette. The seminar difference between bullying and appropriate will finish with a summary of the characteristics that disciplinary action in the workplace. The seminar constitute a professional work attitude and will conclude with specific actions both you and temperament,from proper business dress to the employer can take to minimize office bullying. personal integrity. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT You will have a clear understanding of the kind You will have a complete picture of the of behavior that constitutes bullying in the characteristics of the highly professional employee workplace and how to address it.The seminar as you examine your own definition of professional will help you to behavior. The seminar will • Recognize bullying behavior • Help you to identify professional behavior • Understand the impact of bullying, • Emphasize the importance of personal both on individual employees integrity and ethics and on the workplace • Examine the elements of proper • Examine contributing factors e-mail etiquette • Provide an overview of professional temperament, work attitude, and spirit 40 ' 1 "1 1 1 1' CHANGE OR REARRANGE IT WITH FENG SHUI CREATING A PERSONAL DEVELOPMENT PLAN Learn to energize and nurture each aspect of your We often know the goals that we want to achieve life—from career to romantic relationships—with but have difficulty understanding how to achieve Feng Shui principles.You will learn to assess each those goals. Participate in this session to room and use Feng Shui principles to apply changes understand effective goal setting and identify that bring harmony and balance to your living space. potential obstacles that can create barriers to You'll learn how to apply the Feng Shui map—the reaching your goals. bagua—to your home so you can identify the areas in your home that correspond to the issues HOW YOU WILL BENEFIT that matter most in your life, including health, You will be able to relationships, children, and wealth. By the end • Recognize the importance of goal setting of the seminar,you'll be ready to start making • Identify the various types of goals some basic changes yourself using colors, • Apply tips for setting effective goals furniture arrangement, mirrors, fountains, • Identify obstacles and different types and other simple decor items. of motivation to help overcome the barriers to goals HOW YOU WILL BENEFIT You will have a basic introduction to a 4,000-year-old practice that millions around the globe use to improve all aspects of their lives.You'll learn that CRITICAL THINKING • Your home is a reflection of your "Too often we ... enjoy the comfort of opinion thoughts, energies, and desires without the discomfort of thought."-John F. • You can change the energy in your home Kennedy.This seminar focuses on how to think by following Feng Shui design principles critically and the benefits of critical thinking in • You can affect your income,your family the workplace. You'll identify what it takes to be relationships,your career, and even your a critical thinker,from judging the credibility of health and family life by making changes in sources to developing and defending a reasonable your physical environment position.You'll learn to use the "RED" model in your thinking, as you recognize assumptions, evaluate arguments, and draw conclusions. HOW YOU WILL BENEFIT You will be able to achieve a greater understanding of critical thinking as you • Identify the attributes of a critical thinker • Develop and enhance current critical thinking skills • Learn how to apply critical thinking skills in the workplace 41 ' 1 "1 1 1 1' DEALING WITH DIFFICULT PEOPLE EFFECTIVE COMMUNICATION While many folks we encounter may be pleasant to The ability to effectively communicate with interact with, others can be extremely challenging. others is one of the most powerful tools for In some instances,the situation personal and/or professional success. Most may escalate into disruptive behavior, and people are challenged by the many day-to-day possibly even more than that. Learn strategies interactions with coworkers, family, and friends. to remain cool and collected when dealing with Emotion, communication, and conflict are present a challenging or difficult person. in all human interactions and affect each of us in different ways. Everyone manages emotion, HOW YOU WILL BENEFIT communication, and conflict from habit—patterns During this seminar you will apply knowledge and styles developed early in life and overtime. of responding to an escalating situation while addressing violent behavior through role-play. HOW YOU WILL BENEFIT The seminar will help you You will learn how to effectively listen and be • Identify contributing factors to a better communicator.The seminar will teach dealing with people who are you how to "challenging" or"difficult" Develop an awareness of your personality Develop an understanding of effective and communication tendencies • Examine listening skills and learn communication and good listening skills ways to become an effective listener • Provide tips for effectively dealing with Discuss ways to overcome barriers coworkers who are a challenge to effective communication 42 • 1 ••1 1 1 1• EVERYTHING IN ITS PLACE: HOLIDAZE: HOW TO ENJOY THE HOLIDAYS GETTING ORGANIZED AND MINIMIZE HOLIDAY STRESS Did you know that clutter and disorganization Holidays are supposed to be joyful, but they can can add stress to your life?When we are not also create many headaches.This workshop will organized, we waste precious time and create consider the sources of holiday stress and explore chaos in our lives.You can minimize the stress and ways to minimize the tension and increase the fun maximize the tranquility that comes from putting for all involved. In this seminar we are going to everything in its place. Learn practical strategies discuss the two causes of holiday stress (internal to get on the path to a calmer surrounding. and external), as well as ways to manage and reduce your stress and make your holiday just HOW YOU WILL BENEFIT what you want it to be. During this seminar we will identify roadblocks to organization and learn ways to get organized, HOW YOU WILL BENEFIT declutter, and simplify life by The seminar will help you • Discussing the characteristics • Identify the sources of holiday stress of the four types of"clutter keepers" • Utilize practical tips for managing • Identifying various roadblocks the holidays to organization • Learn ways to make this "your holiday' • Providing tips and techniques to make getting organized an easier task 43 • 1 ••1 1 1 1• KEEPING YOUR LOVE ALIVE MAKING A LIFE WHILE MAKING A LIVING: Why do some relationships last for 40 or 50 years, WORK-LIFE BALANCE while others simply feel like"forever"?While Ever feel torn between work and fun time with every relationship has its ups and downs,why do the family? Do you have enough "me"time? some of them make it, but an equal number don't? Identify various ways to achieve balance with your Learn 10 relationship essentials, how to cope with personal,family, and work responsibilities.The challenges and conflict, and how to balance conflicting demands of work and home can create communication styles while keeping your stress and zap the time and energy needed to get relationship fresh. everything done. In this seminar participants will find answers that will allow them to be more HOW YOU WILL BENEFIT effective and more satisfied with both their Specifically, in this session you will home and their work lives. • Discuss the types of love relationships • Identify the keys to longevity HOW YOU WILL BENEFIT • Explore how to cope with relationship Competing demands will be identified, and an challenges and conflict assessment of central life goals will contribute • Discuss tips for balancing styles and to an understanding of how to achieve improved keeping it fresh work-life balance.You will learn to • Put into practice the 10 relationship Identify the sources that keep you out essentials of balance • Determine the meaning of work-life balance • Learn time management strategies for effectively managing multiple demands • Discuss the benefits of prioritizing important events • Explore the role of delegation and communication with others • Develop an action plan to balance work and life demands 44 • 1 ••1 1 1 1• MAINTAINING RESPECT AND CIVILITY MAXIMIZING YOUR DAY: IN THE WORKPLACE EFFECTIVE TIME MANAGEMENT Are you respectful to your fellow employees? Does the day seem to fly by and you haven't Respect is the consideration we have for each accomplished a thing on your to-do list? If time other in all aspects: personal property, reputation, management is so easy to accomplish on our own, beliefs,values,feelings,thoughts, and emotional then why do we all feel overwhelmed?This session well-being.Therefore, it is critical to understand will provide a basic explanation of the time how our behavior can negatively affect the work management process, provide characteristics of environment and how we affect others around effective time managers, discuss the importance us, whether we know it or not. of prioritizing important events, and explore the role of delegation and communicating delegation HOW YOU WILL BENEFIT requests with others. You will • Identify methods to assertively HOW YOU WILL BENEFIT address inappropriate conduct Time management is a learned skill. It requires within the workplace self-discipline and a desire to become conscious • Increase civility and respect among of how you manage your daily activities. You have colleagues and coworkers to promote to learn to prioritize your day.The seminar will a healthy work environment 0 Explain the time management process • Provide characteristics of effective time managers MANAGING WORKPLACE STRESSORS 0 Discuss the importance of There are both professional and personal items prioritizing important events that can cause stress.This session focuses on the Explore the role of delegation professional or workplace items that could be and communicating delegation causing stress.The goal for this session is to requests with others provide you with information applicable to the workplace stressors unique to you so that you can begin to address and manage these stressors effectively. HOW YOU WILL BENEFIT In this session you will • Identify workplace stressors • Review the impact of perfectionist tendencies • Explore principles of time management • Discuss tips for handling workplace stressors 45 • 1 ••1 1 1 1• PLANNING FOR PROFESSIONAL GROWTH SAY WHAT YOU MEAN THE RIGHT WAY: Professional growth and success don't just HEALTHY FORMS OF COMMUNICATION happen by chance.This seminar is designed to We may understand on an intellectual level that help participants define individual meanings for communication is important, but how often do success and values, resulting in a personal mission we take the time to evaluate the effect of our statement. It will help workers to develop a communication in our relationships?There are process for creating realistic, attainable goals many ways to communicate how you feel to the and action plans, as well as staying committed people in your life. Good family communication is to reaching those goals even when there are the largest single factor in determining the kinds obstacles. of relationships that we form with others. During this seminar we will explore how you can use HOW YOU WILL BENEFIT communication to strengthen your relationships You will develop a career plan that will lead and to enhance mutual understanding. to growth and development.The seminar will help you HOW YOU WILL BENEFIT ■ Discuss the four stages In this session, learn guidelines and tips for of professional careers healthy and successful communication. You will ■ Analyze strengths and • Identify barriers to clear communication opportunities for growth . Apply tips for effective communication ■ Develop a self-assessment plan . Assess effective ways for dealing with difficult conflict • Discuss ways to maintain successful family relationships 46 • 1 ••1 1 1 1• THE ART OF CONFLICT RESOLUTION THE SCIENCE OF INTERPERSONAL Conflict is inevitable. During this session we RELATIONSHIPS will be exploring different types of conflict "We need merely to reflect for a moment on and identifying conflict management styles. the sources of our greatest pleasure and pain You will gain an understanding of the role of to appreciate that nothing else arouses the communication during conflict and learn to extremes of emotion that are experienced in connect conflict management styles with a the course of personal relationships with other variety of personality types. human beings"—Steve Duck. Our brain affects how we interact and relate to others. The HOW YOU WILL BENEFIT prefrontal cortex(PFC) regulates body systems. You will learn how to It gives us wisdom, mindsight, and empathy. • Discuss why conflict is inevitable Ultimately, it is the part of our brain that makes • Connect conflict management styles with a us human.This seminar explores cutting-edge variety of personality types research around interpersonal neurobiology. • Understand how to resolve conflicts better • Apply effective communication strategies HOW YOU WILL BENEFIT In this session you will ■ Define interpersonal neurobiology ■ Examine the brain function and its impact on relationships ■ Explore the concepts of attachment and affiliation ■ Review aspects of mindlessness, mindfulness, and mindset YOU MAKE ME SO MAD! According to AAA, "at least 1,500 people a year are seriously injured or killed in senseless traffic disputes." Road rage. Rude service encounters. Violence in the workplace. Why is everyone so angry? Learn about the causes of anger and how to manage it. HOW YOU WILL BENEFIT During this session you will ■ Discuss the five natural emotions of humans ■ Discuss the effects anger has on the brain ■ Identify triggers and expressions of anger ■ Explore tips on effectively managing anger 47 2017 Training • ' ,4%. 11,&AL 1 � Available Fee-for-Service CONFLICT IN THE WORKPLACE: CONFLICT, MEDIATION,AND SUPPORT HALF-DAY WORKSHOP IN THE WORKPLACE: 1-DAY WORKSHOP This half-day workshop helps managers consider Dealing with conflict in the workplace is one of the causes, signs and escalation of conflict in the the greatest challenges facing a manager today. workplace. Managers then learn about the This workshop will help that manager identify the mediation process and how it can assist in causes, observe the signs, and assist in intervening resolving workplace issue when those issues have when conflict enters the workplace. Using the escalated.This workshop also includes focused skills of mediation, reinforced through role play, discussion and role play. the manager will be better able to support the employees in conflict so that they resolve their HOW A MANAGER WILL BENEFIT issues and agree to a way forward.This workshop A manager who attends this workshop will also guide managers in how to help employees should be able to who have personal problems that affect their work • Recognize when issues have and those who are returning to work after a escalated into conflict prolonged sick leave. • Use mediation skills to address workplace conflict HOW A MANAGER WILL BENEFIT A manager who attends this workshop should be able to • Understand the nature of conflict and its escalation • Apply the mediation process in resolving workplace conflict • Understand how personal problems can affect the workplace • Positively support an employee returning to work after sick leave 48 0 1 HELPING CHILDREN ADJUST MAKE THE MOST OF AN TO AN INTERNATIONAL MOVE INTERNATIONAL ASSIGNMENT Children are known to be resilient in most Exploring new places can be exciting but a situations. However, culture shock can be tremendous challenge at the same time.The overwhelming for anyone. Leaving their friends, anticipation and anxiety of preparing for an school, and other familiar surroundings for the international assignment can be overwhelming. unfamiliar will understandably cause children This session goes beyond providing a framework to be apprehensive about an international move. for the move. Learn how to adapt to the new Parents explore a variety of strategies to help situation by understanding the adjustment children adjust socially and emotionally and phases and setting realistic expectations. ultimately thrive during the assignment. HOW YOU WILL BENEFIT HOW YOU WILL BENEFIT Going through the process of clearly articulating You will be able to help your children transition personal and career goals will provide an to their new space.The seminar will important framework to use in maximizing the • Discuss the initial steps for informing existing resources to get the most out of this children about a new move unique experience. The seminar will focus on • Address concerns specific • Techniques to help you to each age group organize your move • Provide tips for helping your 0 Creating a timeline for the move children adjust to a new life 0 Easing the transition of a big move for all involved • Learning how to locate needed community resources • Finding and getting settled in your new "home" • Working in a new environment • Coming home after the assignment ends 49 ! 0 1 PRACTICAL STRATEGIES TO STAY SAFE RETURNING HOME: RECONNECTING How prepared are you if a major catastrophe Being separated by distance from family,friends, were to strike tomorrow?According to a study and work can stir up feelings of alienation and conducted by USA Today, most Americans are isolation. Fitting back in requires a period of currently unprepared for a natural disaster, adjustment.Things may be very different upon terrorist attack, or other emergency. Only about your return.Your routine may not fit your current one-third of Americans have a plan of action in situation. What was once familiar has now place with family members in regard to their become unfamiliar,which can cause a feeling means to communicate with each other during of disorientation.This session can help you a crisis.This session provides strategies for how with the transition home. to stay safe and engage in safety planning for yourself and your family. HOW YOU WILL BENEFIT Learn effective strategies to help all family HOW YOU WILL BENEFIT members reconnect and reestablish themselves This seminar addresses ways to stay safe under in work and home communities.The seminar will any circumstances.You will 0 Identify the initial reactions • Identify your"state of readiness" repatriates feel upon returning home for an unexpected disaster 0 Discuss the concept of"reverse • Provide tips for preparing culture shock" and its causes the family for a disaster 0 Identify the four emotional • Develop an action plan for stages of a repatriate both work and home 0 Provide personal coping strategies to relieve the stress of coming home • Provide tips to employers to reduce workplace turnover upon the repatriates' return 50 1. SUPPORT FOR ACCOMPANYING PARTNERS Uprooting from the familiar is difficult for all parties.The anticipation and anxiety of preparing for an international assignment can be overwhelming.This session goes beyond providing a framework for the move. Learn how to adapt to the new situation by understanding the adjustment phases and setting realistic expectations. HOW YOU WILL BENEFIT Going through the process of clearly articulating personal and career goals will provide an important framework to use in maximizing the existing resources to get the most out of this unique experience.The seminar will • Set in place your own goals for the assignment • Fully and creatively utilize your resources as an accompanying partner • Learn how others have successfully addressed challenges 51 DEER OAKS EAP SERVICES DEER OAKS EAP SERVICES (866) 327-2400 www.deeroakseap.com eap@deeroaks.com DEER OAKS EAP SERVICES f 2017 Webinar Catalog Employee Webinar • • Stress &Its Impact on Your Health A practical look at the effect stress has on individuals mentally and physically, along with helpful strategies for listening to internal alarm systems and proactively implementing stress management techniques that can improve health, productivity and life satisfaction. Finding Balance in a Fast-Paced World This timely presentation is designed to help individuals gain valuable insight into the emotional and physical problems that can occur when we let our lives get out of balance. The session also covers several practical strategies that employees can utilize to restore balance and live happier, healthier and more productive lives. Managing the Stress of Time and Competing Priorities Designed to help individuals recognize how personal organization and use of time contribute to stress levels. In addition, the presentation will offer a practical approach to prioritizing efforts and maintaining focus on the most important activities in our lives to reduce stress and increase our effectiveness. Emotional Intelligence at Work Our emotions can bring us joy and happiness, but also pain and frustration if we don't manage them well. This important presentation discusses the steps necessary to building and maintaining a balanced emotional life at work to achieve greater levels of success. The Four Keys to Handling Pressure The challenges of 21St century life place constant personnel and professional demands on individuals trying to succeed in the workplace. This practical seminar will empower employees to better manage their perceptions of what confronts them, develop healthier self-talk, avoid over-reacting to situations, and reduce self-defeating behaviors. Your Attitude Determines Your Altitude This dynamic presentation explores the importance of a good attitude, and its impact on our health and career success. It includes insight into the components that make up our attitudes (beliefs, thought patterns, emotions, etc.), as well as some practical tips for making improvements. Managing the Stress of Change Our constantly changing world creates stress and difficulty for most of us. This important session will provide several techniques designed to help individuals more effectively cope with, and adjust to, the changes in their lives. In addition, the presentation will cover strategies for increasing the overall resilience of the participants. 4 r V` Employee Webinar • • Overcoming Burnout A practical look at the causes of burnout, along with several strategies designed to help individuals regain motivation, increase life satisfaction, improve productivity, etc. The Keys to Managing Negative Emotions Everyone experiences negative emotions from time to time. The challenge is to manage them, and not let them manage you. This important seminar will explore several practical strategies for managing negative emotions such as frustration, resentment, guilt, and fear. How to Become a Resilient Person During these tough economic times, the ability to handle stress and pressure is more important than ever. This seminar will discuss the attitudes necessary to surviving life's difficulties, the keys to responding instead of reacting to stress, and several coping strategies to help individuals maintain physical and emotional health during tough times. Building a Culture of Respect This important session focuses on building awareness in staff of the attitudes, emotions, behaviors, etc. that create barriers to a respectful workplace culture; and providing self-management and interpersonal skills training that will lead to more openness, effective communication, greater collaboration, and better management of differences at the office. Advanced Communication Skills that Foster Collaboration &Teamwork This practical presentation will cover several key interpersonal skills that help strengthen workplace relationships including learning to focus the needs of others, how to respond instead of react during conflict, and ways to amicably resolve disagreements. Successful Approaches to Difficult Conversations - In today's stressful world, individuals find themselves having many rushed, ineffective conversations that compromise the quality of their relationships at work and at home. This timely presentation covers choosing the best times to engage in difficult discussions, the right mindsets to embrace in preparation, and communication techniques that ensure better outcomes. How to Respond Effectively to Difficult People - This session will share valuable insights into the mindset of difficult to get along with individuals, and provide several practical considerations and strategies for responding more effectively to them. The topics covered will include how to manage your own stress response, ways to stay positive during negative interactions, and proactive approaches to dealing with difficult people in the long-term. ti - Employee Webinar Topics-'d Communicating Effectively in a Diverse World This dynamic presentation takes an insightful look at the challenges of interacting with different types of people (different cultures, generations, personality types, etc.), and offers several practical strategies for maintaining quality relationships with all. Four Steps to Better Workplace Relationships This session discusses the importance of workplace relationships and suggests four practical strategies for strengthening them to reduce conflict, improve teamwork and increase job satisfaction. The 7 Habits of Highly Effective Employees Successful employees share many common traits such as integrity, a positive attitude, good interpersonal skills, and a strong work ethic. This dynamic presentation will provide an overview of these and other characteristics important to career success, and outline several strategies for integrating these traits into our own lives. 4 Steps to Maximizing Your Potential This practical presentation provides a roadmap to help individuals focus on further developing their unique strengths and abilities, including: assessing their talents; embracing the full value of them; identifying opportunities to use them in greater ways; and, planning for their use in meeting the needs of others. How to Take More Initiative in Your Work Employees who take initiative are highly valued by their organizations. This dynamic presentation explores the attitudes and habits necessary to become an individual who goes above and beyond to maximize productivity. Caregiver Excellence A stress management and relationship management skills webinar designed to enhance the personal wellness and professional effectiveness of caregivers. The presentation discusses several proven stress management strategies, tips for communicating more effectively with those we are caring for, and how to deal with compassion fatigue. Relationship Excellence A relationship skills presentation designed to enhance collaboration, teamwork, and customer service. This important presentation covers the barriers to effective communication, effective listening skills and practical approaches to resolving conflict. �a� Supervisor Webinar • • How to Recognize and Handle 21st Century Stress - Theirs and Yours Successful leaders in the 21s' century are sensitive to the stress and challenges that are confronting both them and their employees. This presentation takes a deeper look into the impact that today's stress levels are having on individual employees and the organization, and provides several stress management strategies that can improve health and productivity for individuals and teams. Emotional Intelligence for Supervisors Our emotions can bring us joy and happiness, but also pain and frustration if we don't manage them well. This important presentation discusses the steps necessary for supervisors to build and maintain a balanced emotional life at work to improve relationships with employees, and achieve greater levels of success as a leader. Maximizing the Productivity of Your Team This important presentation will cover the most motivating management approaches, the keys to creating an engaging environment for employees, and strategies for maximizing the effectiveness of day-to-day supervisor-employee interactions to improve staff retention. Advanced Communication Skills for Supervisors This practical session will cover several advanced interpersonal relationship skills that will help managers to strengthen their relationships with colleagues and employees, including identifying the needs of others, empathic listening, and strategies for arriving at win-win outcomes. The Four Keys to Handling the Pressure of Being a Manager The challenges faced by organizations in the 21St century place constant personal and professional demands on managers trying to succeed in the workplace. This practical webinar will empower leaders to better manage their perceptions of what confronts them, develop healthier self-talk, avoid over-reacting to situations, and reduce self-defeating behaviors. How to Effectively Coach Employee Performance Employees respond better to managers that coach and encourage, rather than dictate and micro-manage. This important session provides managers with insights into what motivates their employees, shares strategies for becoming more of a "coach" than a "boss", and provides techniques for utilizing a coaching approach to improve employee engagement&performance. • r, Supervisor Webinar • • Building a Culture of Respect; The Keys to Creating a Collaborative & Engaged Work Team This important session focuses on building awareness in managers of the attitudes, emotions, behaviors, etc. that create barriers to a respectful & engaging workplace culture. The presentation will also provide self- management and interpersonal skills training that will lead to more openness, effective communication, greater collaboration, and better resolution of differences at the office. Maintaining Effective Communication Channels This important session will discuss several practical approaches to maintaining consistent two-way communication with your team - as a group and with each individual employee. Creating an Environment that Encourages Employee Growth &Development Employee engagement increases in an environment where individuals are encouraged to grow and develop as professionals. This presentation will discuss strategies for creating and implementing a career development plan for each staff member. Advanced Coaching Skills for Leaders This important presentation will help leaders to adopt a more consistent "coaching approach", discuss how to identify coaching opportunities, and review the elements of communication necessary for effective coaching interactions. How to Respond Effectively to Difficult Employees This session will share valuable insights into the mindsets of difficult to manage individuals, and provide several practical considerations and strategies for effectively interacting with them. The topics covered will include how to manage your own stress response, ways to stay positive during challenging conversations, and proactive approaches to dealing with difficult employees over the long-term. Moving from Manager to Leader This presentation will discuss the key differences between being a manager and a leader, and provide four specific ways to enhance your leadership abilities. Five Steps to Building Trust with Your Team This session will cover the most important management practices that build trust with individual employees and teams, including "walking the talk", acknowledging mistakes, and providing hope for the future. r, Supervisor Webinar • • Aid How to Prevent Bullying in the Workplace This important presentation is designed to help managers and supervisors to better understand bullying behavior, what typically motivates it, and the different forms it takes. The session will also provide several strategies that leaders can utilize to build a more respectful culture that can help prevent bullying from occurring. Creating a Culture of Improved Employee Engagement This dynamic presentation will provide several practical strategies that supervisors can utilize in their day-to-day management approach to improve employee engagement and motivation. The session will discuss methods for identifying the needs and interests of staff, and techniques for getting them to buy into and work towards the accomplishment of organizational goals. Thinking for Success Success in leadership begins and ends with how we think. This important session focuses on helping managers and supervisors to develop the belief systems and thought patterns that create attitudes and behaviors leading to success. The course includes practical exercises that participants can utilize long- term to reinforce positive mental habits. Successful Approaches to Difficult Employee Conversations In today's stressful world, managers find themselves having many rushed, ineffective conversations that compromise the quality of their relationships with their employees. This timely presentation covers choosing the best times to engage in difficult discussions, the right mindsets to embrace in preparation, and communication techniques that ensure better outcomes. The 7 Habits of Highly Effective Supervisors Successful supervisors share many common traits such as a positive attitude, good interpersonal skills, and a strong work ethic. This dynamic presentation will provide an overview of these and other characteristics important to employee engagement & retention, and outline several strategies for integrating these traits into your management style. Communicating Effectively with a Diverse Team This important presentation takes an insightful look at the challenges of interacting with different types of employees (different cultures, generations, personality types, etc.), and offers several practical strategies for maintaining quality relationships with all. ..J r— �S r, Supervisor • Topics Advanced Communication Skills that Improve Employee Motivation This practical session covers several advanced interpersonal skills that can help managers to strengthen relationships with employees to improve their motivation. The skills to be covered include identifying the needs of individual employees, empathic listening, strategies to use in coaching conversations, and ways to provide effective employee recognition. How to Encourage Teamwork, Collaboration&Mentoring within Your Team As many baby boomers move towards retirement, it's more important than ever for leaders to strategically develop the knowledge and skills of their future workforce. This practical presentation provides several approaches that managers can use to encourage greater degrees of teamwork and collaboration between the experienced and younger workers on their staff to maximize productivity and the transfer of knowledge for the future. Moving from Boss to Coach This important presentation will help leaders to adopt a more consistent"coaching approach", discuss how to identify coaching opportunities, and review the elements of communication necessary for effective coaching interactions. Helping Your Employees Adjust to Change In today's constantly evolving world, change management is a crucial skill for supervisors. Employees going through difficult changes can experience frustration and a loss of productivity. This session discusses the stages of change and provides strategies that managers can utilize to help their employees effectively cope with and adjust to change. How to Motivate Your Employees Motivated employees are engaged and productive. This important session discusses research on employee motivation, identifies the three primary needs that employees seek to meet at work, and discusses management approaches to help create and maintain a motivated team. Preparing to Lead Effectively This important session is designed to help both new and experienced managers to further develop the key skills and practices necessary for effective leadership. Topics to be discussed include how to communicate a positive vision to the team, strategies for aligning tasks and projects with organizational goals, and approaches for maintaining employee motivation. _ �__ r DEER OAKS EAP SERVICES j DEER OAKS EAP SERVICES (866)327-2400 www.deeroakseap.com eap@deeroaks.com a 0.ow EAP AND WORK-LIFE UTILIZATION SAMPLE COMPANY Report Period: 01 January 2016 - 31 March 2016 Report Run Date: 27 April 2016 TOTAL UTILIZATION FOR THIS PERIOD 2.35% 01 January 2016 - 31 March 2016 Executive Summary Sample Company's overall usage of services during the period, 01 Jan 2016 to 31 Mar 2016, was 281 cases. The projected annual utilization for Sample Company is 9.43%which is greater than BOB's benchmark of 5.94%. There were 219 EAP counseling cases, and 62 work-life cases. Usage is higher compared to the previous year during this time period where utilization was 0.02%. Year to date the number of cases broken out by gender are: 43.18% male and 56.55% female. 0.27% of callers declined to provide this information. The executive summary provides • Total number of cases for the reporting period • The projected annualized utilization (note this is the only place within the report where projected utilization appears) • The projected annualized utilization compared the EAP's overall utilization. • Number of counseling vs work-life cases • If there is past data available, the summary will also compare use from last year at the same time. If there is no past data then the this is be a 0% • Breakdown users for the reporting period by gender Utilization is calculated by EAP and Work-life cases= population x 100 Projected Utilization is calculated with the following formula: Utilization for the Period_Total number of days in that period x 365 x 100 Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 NUMBER OF PARTICIPANTS: 11960 Number of participants is based on most recent w PERIOD COUNT YTD COUNT UTILIZATION % YTD UTILIZATION % census provided Period Count gives number \ Clinical 219 274 1.83 2.29 of cases based on current /> _ report period Work-life 62 85 0.52 0.71 YTD Count currently gives real time data based on W Web Hits 703 805 5.88 6.73 report run date Utilization %is based on current period O Total YTD Utilization%currently ' gives real time data based on the report run date Z CASES BY MONTH Total provides the number O 79 of cases and web hits for the E0 reporting period and real 66 time data based on the report 60 run date N J 10 20 20 20 U L 2 Cases By Month Graph shows all counseling and work-life cases by month LL for the reporting period M Clinicsl M Work Life UTILIZATION % BY MONTH 14 00 12 82 12 00 - - - - 12 26 10 00 8-00 6 00 4 00 2 00 0.99 128 1.20 0 011 rl 2 L Utilization By Month (graph is still in development)shows utilization by month for the specific organization and UTILIZATION% BOB ben chmgri will compare to the EAP BOB. Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details all cases including those not The 01 Total is the number for the reporting period. traditionally included in utilization The YTD total is the number based on the report run date z 01 02 03 04 YTD O Clinical Face to Face Counseling 160 198 Clinical section lists the type Q Long Term/Psychiatrist Referral 22 34 of support provided and 75 Structured Telephonic Counseling 17 17 number of counseling cases L.L Clinical First Call Resolution 12 16 O Sub Total 211 265 H General Assistance calls are Z General Assistance call that do not result in a counseling or work-life case. General Assistance Clinical 159 195 General Assistance Clinical J calls are listed on this General Assistance Work-life 25 35 overview page but are not counted in the utilization on U Sub Total 184 230 the previous page.General Assistance Work-life calls Work-Life are counted in the utilization Legal In Person 12 15 on the previous page vJ Elder Care 6 11 Work-Life section lists the Daily Living 7 9 types and number of work- Legal Advice 7 8 life cases v, Financial 4 6 Elder Care List 1 1 w Sub Total 37 50 Se Employer Services Formal Manager Referral 5 5 Employer Services are services that support the Manager Consultation 3 4 organization vs just an individual Sub Total 8 9 Total 440 The Q1 Total is the number of all cases including those Total Utilization 3.68 4.63 not counted in the utilization for the reporting period.The Web Logins 117 132 YTD total is the number based on the report run date. Number of Individual Participants Utilizing Services 250 307 Total Utilization gives the utilization for all cases listed Web Usage % (Based on Logins) 0.98 1.1 above including those not part of traditional utilization. Web Logins and Web Usage%are listed for those *Please note that the General Assistance Clinical service and First Serve cases are not wanting to use Web login data vs Web hits which are included in utilization, but are reported in the case counts above. featured on the utilization overview Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details information that is collected from the participant during the initial call.Some participants may decline to answer these questions. z AGE BAND =1011r- Q1 Q2 Q3 Q4 TOTAL % O Undisclosed 24 24 8.54 Adult(18-30) 34 34 12.10 Q Adult(31-40) 79 79 28.11 73 Adult(41-50) 65 65 23.13 0. Adult(51-60) 61 61 21.71 O Elderly(>60) 17 17 6.05 H z Unknown 1 1 0.36 Total 281 L.1_ w GENDER Q1 Q2 Q3 Q4 TOTAL % J Male 133 133 47.33 J Female 147 147 52.31 Undisclosed 1 1 0.36 U Total 281 CLIENT TYPE Q1 Q2 Q3 Q4 TOTAL % Employee 224 224 89.60 Significant Other 16 16 6.40 Dependent 6 6 2.40 Family Member 2 2 0.80 Manager 2 2 0.80 Total 250 Sample Company 9 Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details all types of services provided and only counts those cases that are included in the utilization overview page. uj w MAIN ISSUES OVERALL Z) U) U) Z 211 CQ G ��r�rk-Life 37 General Assistance Employer Seriices 8 ri 106 2 CLINICAL ISSUES WORK-LIFE ISSUES Clinical Wafk-Lire 27 Employer Senfices General Assistance 25 iJ 71 -13 1 Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details counseling case counts first by the type of counseling provided,then provides presenting issues under each type >/ Q1 Q2 Q3 Q4 TOTAL % 00 ()L Face to Face Counseling () 0 Family/Relationship Concerns 77 77 35.16 w r v Emotional Health 56 56 25.57 QUi Grief/Loss 11 11 5.02 UQ Workplace Concerns 8 8 3.65 J U Adjustment/Change 7 7 3.2 Q Addiction Concerns 1 1 0.46 U Sub Total 160 160 73.06 z Long Term/Psychiatrist Referral J Emotional Health 13 13 5.94 U Family/Relationship Concerns 5 5 2.28 Adjustment/Change 3 3 1.37 Grief/Loss 1 1 0.46 Sub Total 22 22 10.05 Structured Telephonic Counseling Emotional Health 9 9 4.11 Family/Relationship Concerns 6 6 2.74 Grief/Loss 1 1 0.46 Workplace Concerns 1 1 0.46 Sub Total 17 17 7.77 Clinical First Call Resolution Emotional Health 4 4 1.83 Family/Relationship Concerns 4 4 1.83 Adjustment/Change 2 2 0.91 Workplace Concerns 2 2 0.91 Sub Total 12 12 5.48 Formal Manager Referral Addiction Concerns 5 5 2.28 Sub Total 5 5 2.28 Manager Consultation Employee Behaviour/Attitude 1 1 0.46 Employee Performance Issues 1 1 0.46 Employee-Related Conflict 1 1 0.46 Sub Total 3 3 1.38 Total 219 Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details participants'responses to a questionnaire that is asked during the assessment and captures if the issue is personal or work related and allows participants to select from a list of concerns. Participants can select more than one concern (n Personal Concerns zN � Q1 Q2 Q3 Q4 TOTAL % Uj Stress 93 93 28.88 w U Anxiety/panic 74 74 22.98 z Low mood 40 40 12.42 O Anger Issues 24 24 7.45 U Difficulty concentrating 24 24 7.45 n O Work Related Concerns Q1 Q2 Q3 Q4 TOTAL % Workplace Stress 24 24 44.44 Work performance issues 12 12 22.22 Conflict at Work 10 10 18.52 Career change/Transition 3 3 5.56 Workplace bullying/harassment 2 2 3.70 Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details how the participant learned of the service.The graph will list up to the top 10 most common W _ U \ Brochure/Poster/Newsletter 75 (Y Used Service Before 43 w Co-Worker/Family Member ?5 H HR/Supervisor 20 O BeneflUHealth Fair 15 �w Website M in v EAP Orientation 5 Uj Email—� 3 J Healthcare Provider 1 0 1� 3R %r z TOTAL PERCENTAGE Brochure/Poster/Newsletter 75 38.07 Used Service Before 43 21.83 Co-Worker/Family Member 25 12.69 H R/Supervisor 20 10.15 Benefit/Health Fair 15 7.61 Website 10 5.08 EAP Orientation 5 2.54 Email 3 1.52 Healthcare Provider 1 0.51 Total Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details the modality the participant used to get connected to the service U Q Z OT_I:Ghone U O EmAil O Cw G n � TOTAL PERCENTAGE Telephone 194 98.48 Email 3 1.52 Total Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 01 Q2 Q3 Q4 TOTAL % General Assistance Work-life OOverview 16 16 25.81 General Assistance n Work-Life are calls where V Benefit Connect 6 6 9.68 the participant received wsupport however the Uj User Response Requested 3 3 4.84 support did not result in a referral.These calls are Sub Total 25 25 40.33 counted as cases and are included in the utilization ULegal In Person Divorce 3 3 4.84 Legal In Person are Power of Attorney 2 2 3.23 referrals to meet face to Wills& Estate Planning 2 2 3.23 face with an attorney.The g types/counts of legal W^� Bankruptcy 1 1 1.61 referrals are detailed. v, Child Support/Child Custody 1 1 1.61 Legal Miscellaneous 1 1 1.61 U w Real Estate 1 1 1.61 H Restraining/Protection 1 1 1.61 J Sub Total 12 12 19.35 Daily Living Housing 3 3 4.84 Daily Living are referrals ry that all referrals that do not O Health/Wellness 2 2 3.23 fall into dependent care or legal/financial referrals. Miscellaneous 1 1 1.61 This is a broad category thus not all referrals will be specifically identified and may fall under the miscellaneous category Sample Company 9 Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 Social Services 1 1 1.61 Sub Total 7 7 11.29 Legal Advice Civil 2 2 3.23 Legal Advice are Credit& Debt Issues 2 2 3.23 telephonic consultations with an attorney.The Auto Accident 1 1 1.61 types/counts of legal referrals are detailed. Legal Miscellaneous 1 1 1.61 Real Estate 1 1 1.61 Sub Total 7 7 11.29 Elder Care Elder Care are referrals Aging Life Care Professional 1 1 1.61 that have to do with the care of an elderly person. Area Agency on Aging 1 1 1.61 The types/counts of referrals are detailed. Financial Assistance 1 1 1.61 Home Care 1 1 1.61 Senior Center 1 1 1.61 Transportation 1 1 1.61 Sub Total 6 6 9.66 Financial Financial Miscellaneous 2 2 3.23 Financial are referrals/consultations that Budgeting 1 1 1.61 have to do with the support finances.The Debt 1 1 1.61 types/counts of referrals are detailed. Sub Total 4 4 6.45 Elder Care List Transportation 1 1 1.61 Elder Care List are lists of referral options that have Sub Total 1 1 1.61 to do with the care of an elderly person.The Total 62 types/counts of referrals are detailed. Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 This section details the web hits for the modules and categories on the website.The modules with the most hits will be listed first. Z o Home gal Ready Docs Financial Legal Relationships Mental Health Pets Training and Development Child Care Families Effective Manager Kids'Well-Being Communication Parenting Personal Growth N 01 JIMJLQ3 Q4 TOTAL J Homepage Home 330 330 Seminars 7 7 w Search 4 4 U^ Sub Total 341 341 00 Living w Legal Ready Docs 66 66 Financial 54 54 Legal 50 50 Pets 15 15 Travel and Leisure Time 6 6 Errands Online 2 2 Safety 2 2 Consumer Tips 1 1 Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 Home Buying or Selling 1 1 Home Improvement 1 1 Sub Total 198 198 Balancing Relationships 30 30 Mental Health 25 25 Families 12 12 Communication 7 7 Personal Growth 7 7 Grief and Loss 1 1 Sub Total 82 82 Parenting Child Care 12 12 Kids'Well-Being 10 10 Parenting 7 7 Education 6 6 Developmental Stages 3 3 Sub Total 38 38 Working Training and Development 14 14 Effective Manager 10 10 Accomplished Employee 5 5 Career Development 4 4 Workplace Diversity 3 3 Sub Total 36 36 Aging Housing Options 2 2 Caregivers 1 1 Planning the Future 1 1 Sub Total 4 4 Thriving Adolescents' Health 4 4 Sub Total 4 4 Total Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 Report Terminology Glossary Overall Utilization: Utilization is calculated by EAP and Work-life cases= population x 100 Projected Utilization is calculated with the following formula: Utilization for the Period =Total number of days in that period x 365 x 100 Clinical: Counseling cases that may include face to face, structured telephonic, video, on-line, first call resolution/in the moment support cCBT(Computerized Cognitive Behavioral Therapy): Self-paced program whereby participants interact with the application on a weekly basis, and to monitor their own perception of how they are functioning in terms of personal well-being, close family relationships, work, and social roles RRCI (Rapid Response Critical Incident): On-site support following a traumatic event Work-Life: Consultation and/or referrals for community resources Web Hits: Recorded each time a user moves from section to section on the website Web Logins: Recorded each time a participant logs in to the website. These can include multiple logins by the same participant Management Consultation: A consultation with a manager to assist in development of management skills or to assist with how to handle a particular situation with an employee or within the organization Number of Individual Participants Utilizing Services: Number of unique individuals accessing services Knowledge of Service: How participants identified they learned about the service Method of Contact: Provides a breakdown for the reporting period of how participant accessed the service General Assistance: Categorizes the General Assistance Inquiries into the reason why outreach by a participant did not result in a case User Response Requested: The participant makes contact with the service center, but fails to provide enough information to complete an intake and therefore more information is being requested EAP Overview: The participant receives an overview of the services available, and the contact does not result in the client requesting service Benefit Connect: The participant is seeking a service that is not administered through the EAP/work-life program, so is connected to the correct resource First Serve: When it is unknown if the participant is eligible for services however initial support is provided LiveConnect: Instant messaging that is accessible via the website. Allows participant to request services without making a phone call Workplace Activities: Provides a chart, a summary, and a list of all services for the reporting period provided in the client's workplace (onsite counseling, benefit fairs, webinars, etc.) Sample Company• Report Period: 01 January 2016-31 March 2016 • Report Run Date: 27 April 2016 Sample EAP Clinical Outcomes Report Session MU MM ORS Pers#We 'de -ig 4.3 4.6 5.6 5.7 6-2 6.6 6.9 7.3 7.0 5.0 8.0 Z' Number of Sessions 773 ORS Family Relations 6.3 5.7 6.3 6.5 6-7 6.9 7.3 7.8 7.9 5.0 9-5 ;_5 number of Clients 208 ORS Work Relation-, 5.3 5.1 6.0 6.1 6.6 6.9 7.0 6.9 7.0 6.0 7.8 L7 Avg No of Sessions 3.7 ORS General 'Ales lbeing 49 5.0 5.8 6.1 6.4 6.8 7.0 69 6.8 6.0 c.0 Total 20.7 20.4 23.7 Z4-3 25.9 Z7-2 28.1 28.9 28.6 23.0 323 -- -■.,''"■ '.4 Outcome Rating Scale (ORS) Case Ref No. Session No. Date: Looking back over the last week, including today, help us understand how you have been feeling by rating how well you have been doing in the following areas of your life, where marks to the left represent low levels and marks to the right indicate high levels. Individually: (Personal well-being) I-----------------------------------------------------------------------------I Interpersonally: (Family, close relationships) I-----------------------------------------------------------------------------I Socially: (Work, School, Friendships) I-----------------------------------------------------------------------------I Overall: (General sense of well-being) I-----------------------------------------------------------------------------I ©2000,Scott D. Miller and Barry L.Duncan Institute for the Study of Therapeutic Change www.talkingcure.com dmcdonald From: no reply@ resou rcesfo ryou r.I ife Sent: Monday,July 17, 2017 12:09 PM To: Wimbish,Janelle Subject: [SECURE]Child care and support group resources for Jenn Attachments: Provider Form 1115659 Final.pdf, Hiring a Nanny to Care for Your Child.pdf; Choosing In-Home Care.pdf, Choosing a Family Day Care Home.pdf, Choosing a Child Care Center.pdf, Qualities of a Good Child Care Provider.pdf Dear Jenn: Thank you for contacting Deer Oaks Work Life Service. Attached is information on three day care centers and three family day care homes located in Oklahoma City. The included providers offer care for infants. We have searched and exhausted zip code 73126 and expanded to its five-mile radius in order to locate providers that meet your needs. Please note that all of the attached centers and homes are state licensed. You may want to contact these caregivers to determine which will best suit your needs. Also, attached is information on three nanny agencies that serve the Oklahoma City area. Representatives will be able to discuss a variety of in-home care options with you and your family. Please note that the included agencies are affiliated the Better Business Bureau. Please contact these agencies at your convenience to determine which will best suit your needs and to begin the interview process. The websites listed below are online posting boards that help families find a nanny or babysitter independent of a placement agency. These sites allow parents to place an advertisement for a caregiver or browse the resumes of nannies and babysitters who are looking for a child care position. Please note that there are fees associated with these services and that parents are responsible for checking references. Some sites partner with background check agencies, and services are available for an additional fee. Please click on the following links for additional information: http://www.4sitters.com http://www.gonannies.com http://www.care.com htt2s://www.seekingsitters.com hLtps://www.care4hire.com http://www.nannies4hire.com hLtp://www.sittercily.com Also, listed below are several websites and books that offer suggestions about what questions to ask a provider caring for a child who has Down syndrome. The books are available at http://www.Amazon.com; however, you may also be able to locate these titles at your local bookstore. To access the websites,please click on the links below. Care.com—Down Syndrome Caregiving Considerations https://www.care.com/c/stories/6645/down-syndrome-care ig ving-considerations 4sitters—Finding a Babysitter for a Child With Down syndrome http://www.4sitters.com/bab, sag-for-a-child-with-down-syndrome.httnl i Parents—Day Care and Babies With Special Needs http://www.parents.com/baby/childcare/daycare/da. c�l2ecial-needs-baby Center for Inclusive Child Care—A Guide for Parents' Questions When Seeking Child Care for Children With Special Needs http://www.inclusivechildcare.org/pdf/A%20Guide%20for%20Parents%200ue stions.pdf Child Aware— Selecting a Child Care Program http:Hchildcareaware.org/families/choosing-quality-child-care/selecting-a-child-care-program Books: Babies With Down Syndrome: A New Parents' Guide by Susan Skallerup The Down Syndrome Handbook: A Practical Guide for Parents and Carers by Dr. Richard Newton and Down's Syndrome Association Teaching the Infant With Down Syndrome: A Guide for Parents and Professionals by Marci J. Hanson An Overview of the Development of Infants With Down Syndrome (0-5 Years) y Sue Buckley and Ben Sacks Practical Down Syndrome Manual, Third Edition by Dawn Lucan In addition, included on the provider form is information on three support groups in Oklahoma City for parents of children who have Down syndrome. We searched and exhausted zip code 73126 and expanded 10 miles to locate these resources. You may want to contact these referrals for additional information. As an additional resource, listed below is a website that offers an online support group for parents of children who have Down syndrome. To access this website,please click on the link. Daily Strength https://www.dail. s� tg horg/search?query=down%20syndrome In addition, attached are some educational materials to assist you in evaluating your options. Our child care handbooks are resources that contain additional information and suggestions to help with your child care search. The handbooks are available electronically at the following websites: http://www.work-lifeservices.com/download/childCareHandbook.pd http://www.work-lifeservices.com/download/inhomechildcarehandbook.pdf To access the documents, please click on the links. If you prefer to receive these handbooks in hard copy, please email or call and we would be happy to mail them to you. We want to remind you that we do not recommend any resources whose name we furnish to you; the service is for informational purposes only. We do offer assistance with selecting resources that best suit your request through consultations and printed materials. We hope you find all of this information helpful. We wish you the best of luck in your search. Sincerely, Child Care Consultant Deer Oaks EAP Services 2 Day Care Center Creative Kids Learning Center offers full-time care for infants.The fee for an infant for full-time care is$250 per week.An annual$50 registration fee is required.The parent must provide lunch.The caregiver can accommodate your child's special needs. Basic Information Business Name: Creative Kids Learning Center Pool: No Outside Play Area: Yes Pets: No First Aid Certification:Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Structured Curriculum: Age Appropriate Ages(From): 6 weeks Ages(To): 5 years Capacity: 52 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 7:30 AM Hours(Closed): 6:00 PM How Long In Business: 1991 Other Activities: Developmentally appropriate activities Schools Served: None Other Information: Call for additional information Language: English Types of Services: Drop-in care; Full days; Half days; Part-time Meals Offered:AM Snack; PM Snack Office Address 335 Southwest 134th Street Oklahoma City,OK 73170 United States Phones Work Phone: 405-799-5437 Family Day Care Home Marilyn Cox offers full-time care for infants.The fee for an infant for full-time care is$40 per day.An annual$25 registration fee is required.The caregiver is willing to discuss accommodations for your child's special needs. Basic Information Business Name: Marilyn Cox Pool: No Outside Play Area: Yes Pets: No First Aid Certification: Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Structured Curriculum:Age Appropriate Ages(From): Birth Ages(To): 12 years Capacity: 6 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 6:00 AM Hours(Closed): 5:30 PM How Long In Business: 2008 Other Activities: Developmentally appropriate activities Schools Served: Local Other Information: Call for additional information Language: English Types of Services: Before/After school; Full days; Half days; Part-time Meals Offered: AM Snack; PM Snack; Lunch Office Address 517 Southwest 156th Court Oklahoma City,OK 73170 United States Phones Work Phone: 405-759-3549 Nanny Agency A Nanny on the Net serves the Oklahoma City area.The placement fee for full-time,live-out care is$1,395. Basic Information Business Name: A Nanny on the Net Website URL: http://www.anannyonthenet.com/oklahomacity.html First Aid Certification: Yes CPR Certification:Yes Ages(From): Birth Ages(To): 18 years Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 9:00 AM Hours(Closed): 6:00 PM How Long In Business: 1979 Other Information: The agency does not require a registration fee.The caregiver's hourly fee ranges from$15 to$20.A caregiver can typically be placed within one to three weeks of the initial request.A temporary caregiver can be placed until a permanent caregiver is located. Previous Experience in Child Care:Yes Minimum Age: Twenty Minimum Education Level Required: High School Salary Determined By: Agency Provider's Salary paid by: Parent Schedule Type: Full-time; Part-time;Temporary care;School vacations; Evening;Overnight;Weekend care; Emergency backup;Live-out;Live-in Other types of care: Baby nurse;Babysitting; Housekeeping; Mother's helper;Special needs;Tutors; Meal preparation;On call Affiliation:APNA-Alliance of Professional Nanny Agencies; Better Business Bureau Background Check: 3 references checked;Criminal record checked; Driving record checked;Social Security number verified; Interview(In person) Office Address Will disclose address to the parent only Oklahoma City,OK United States Phones Work Phone: 405-200-1857 Nanny Agency College Nannies and Tutors serves the Oklahoma City area.The placement fee for full-time,live-out care is $795. Basic Information Business Name: College Nannies and Tutors Website URL: https://www.collegenanniesandtutors.com/edmondok First Aid Certification: Yes CPR Certification: Yes Ages(From): Birth Ages(To): 17 years Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 9:00 AM Hours(Closed):4:00 PM How Long In Business: 1981 Other Information: The agency does not require a registration fee.The caregiver's hourly fee ranges from$15 to$16.A caregiver can typically be placed within one to four weeks of the initial request.A temporary caregiver can be placed until a permanent caregiver is located. Previous Experience in Child Care:Yes Minimum Age: Twenty-one Minimum Education Level Required: High School Salary Determined By: Agency Provider's Salary paid by: Parent Schedule Type: Full-time; Part-time;Temporary care;School vacations; Evening;Overnight;Weekend care; Emergency backup;Live-out;Live-in Other types of care: Baby nurse;Babysitting; Housekeeping; Mother's helper;Special needs;Tutors; Meal preparation;On call Affiliation:APNA-Alliance of Professional Nanny Agencies; Better Business Bureau Background Check: 3 references checked;Criminal record checked; Driving record checked;Social Security number verified; Interview(In person) Office Address 1333 North Santa Fe Avenue,Suite 116 Edmond,OK 73012 United States Phones Work Phone: 405-513-6060 Family Day Care Home Betty Reed offers full-time care for infants.The fee for an infant for full-time care is$200 per week.The caregiver can accommodate your child's special needs. Basic Information Business Name: Betty Reed Pool: No Outside Play Area: Yes Pets: No First Aid Certification: Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Structured Curriculum: Age Appropriate Ages(From): 6 weeks Ages(To): 12 years Capacity: 10 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 7:00 AM Hours(Closed): 5:00 PM How Long In Business: 2006 Other Activities: Developmentally appropriate activities Schools Served: Local Other Information: Call for additional information Language: English Types of Services: Before/After school; Full days; Half days; Part-time Meals Offered:AM Snack; PM Snack; Lunch Office Address 10600 South McKinley Avenue Oklahoma City,OK 73170 United States Phones Work Phone: 405-691-2726 Nanny Agency BrightStar Care of Edmond/Oklahoma City serves the Oklahoma City area.The agency does not charge a placement fee. Basic Information Business Name: BrightStar Care of Edmond/Oklahoma City Website URL: hftp://www.abcnannies.com First Aid Certification:Yes CPR Certification:Yes Ages(From): Birth Ages(To): 18 years Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 9:00 AM Hours(Closed): 5:00 PM How Long In Business: 1981 Other Information: There is no registration fee.The caregiver's hourly fee ranges from$17 to$20.A caregiver can typically be placed within one to two weeks of the initial request.A temporary caregiver can be placed until a permanent caregiver is located. Previous Experience in Child Care:Yes Minimum Age: Eighteen Minimum Education Level Required: High School Salary Determined By: Agency Provider's Salary paid by: Parent Schedule Type: Full-time; Part-time;Temporary care;School vacations; Evening;Overnight;Weekend care; Emergency backup;Live-out;Live-in Other types of care: Baby nurse;Babysitting; Housekeeping; Mother's helper;Special needs;Tutors; Meal preparation;On call Affiliation:APNA-Alliance of Professional Nanny Agencies; Better Business Bureau Background Check: 3 references checked;Criminal record checked; Driving record checked;Social Security number verified; Interview(In person) Office Address 3000 United Founders Boulevard,Suite 104G Oklahoma City,OK 73112 United States Phones Work Phone: 405-896-9600 Family Day Care Home Patricia Hall's Family Day Care offers full-time care for infants.The fee for an infant for full-time care is$190 per week.An one-time$75 registration fee is required. The parent must provide all meals and snacks.The caregiver is willing to discuss accommodations for your child's special needs. Basic Information Business Name: Patricia Hall's Family Day Care Pool: No Outside Play Area: Yes Pets: No First Aid Certification: Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Structured Curriculum: Age Appropriate Ages(From): Birth Ages(To): 5 years Capacity: 6 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 7:00 AM Hours(Closed): 5:00 PM How Long In Business: 2010 Other Activities: Developmentally appropriate activities Schools Served: None Other Information: Call for additional information Language: English Types of Services: Full days; Half days; Part-time Meals Offered: None Office Address 705 Southwest 156th Street Oklahoma City,OK 73170 United States Phones Work Phone: 405-573-8300 Day Care Center Children's Learning Adventure offers full-time care for infants.The fee for an infant for full-time care is$290 per week.An annual$150 registration fee is required.The caregiver can accommodate your child's special needs. Basic Information Business Name: Children's Learning Adventure Pool: No Outside Play Area: Yes Pets: No First Aid Certification: Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Nationally Accredited: NAEYC Structured Curriculum:Age Appropriate Ages(From): 12 weeks Ages(To): 5 years Capacity: 1985 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 7:30 AM Hours(Closed): 5:30 PM How Long In Business: 1985 License Number: 802488 Other Activities: Developmentally appropriate activities Schools Served: None Other Information: Call for additional information Language: English Types of Services: Full days; Half days; Part-time Meals: Breakfast; Lunch;AM snack; PM Snack Office Address 14400 North Pennsylvania Avenue Oklahoma City,OK 73134 United States Phones Work Phone: 405-378-4163 Day Care Center Childtime of South Western offers full-time care for infants.The fee for an infant for full-time care is$260 per week.An annual$55 registration fee is required.The caregiver can accommodate you child's special needs. Basic Information Business Name: Chi ldtime of South Western Pool: No Outside Play Area: Yes Pets: No First Aid Certification: Yes CPR Certification: Yes Sibling Discount: No 24 Hour Facility: No Smoking on Premises: No Structured Curriculum:Age Appropriate Ages(From): 6 weeks Ages(To): 10 years Capacity: 60 Days: Monday;Tuesday;Wednesday;Thursday; Friday Holiday Closings: Closed Major Holidays Hours(Open): 7:30 AM Hours(Closed): 5:30 AM How Long In Business: 1999 Other Activities: Developmentally appropriate activities Schools Served: Local Other Information: Call for additional information Language: English Types of Services: Before/After school; Full days; Half days; Part-time Meals Offered: PM Snack; Breakfast; Lunch Office Address 10212 South Western Avenue Oklahoma City,OK 73139 United States Phones Work Phone: 405-691-0947 Support Group The Down Syndrome Association of Central Oklahoma provides an ongoing support group for parents of children who have Down syndrome.The group meets on the fourth Thursday of every month from 7:00 p.m.to 9:00 p.m.The next meeting will be held on July 27th. Meetings are held at the address listed below. Basic Information Business Name: Down Syndrome Association of Central Oklahoma Location: Located near North Dewey Avenue Hours of Operations Description: Monday though Friday:9:00 a.m.to 5:00 p.m. Fees: Individuals may attend the support group free of charge. Resource Type: Support Group Other Information: Registration is not required to join this group,and anyone is welcome to join at any time. Please call for additional information. Office Address 600 Northwest 23rd Street,Suite 206 Oklahoma City,OK 73103 United States Phones Work Phone: 405-600-9987 Support Group First United Methodist Church OKC provides an ongoing support group for parents of children who have Down syndrome.The group meets on the second Tuesday of each month from 9:00 a.m.to 11:00 a.m.The next meeting will be held on August 8th. Meetings are held at the address listed below. Basic Information Business Name: First United Methodist Church OKC Location: Located near North Robinson Avenue Hours of Operations Description: Monday through Friday:9:00 a.m.4:00 p.m. Fees: Individuals may attend the support group free of charge. Resource Type: Support Group Other Information: Registration is not required to join this group,and anyone is welcome to join at any time. Please call for additional information. Office Address 131 Northwest 4th Street Oklahoma City,OK 73102 United States Phones Work Phone: 405-239-6493 Support Group Parents of Children With Down Syndrome Support Group is an ongoing support group for parents of children who have Down syndrome.The group meets on the second Saturday of every other month from 1:30 p.m.to 3:30 p.m.The next meeting will be held on August 12th.The meeting location will be disclosed to participants only. Basic Information First Name: Parents of Children With Down Syndrome Support Group Location: Will be disclosed to the participant only Hours of Operations Description: Monday through Friday:9:00 a.m.to 4:30 p.m. Fees: Individuals may attend the support group free of charge. Resource Type: Support Group Other Information: Registration is not required to join this group,and anyone is welcome to join at any time. Please call for additional information. Office Address Will disclose the address to the participant only Oklahoma City,OK 73126 United States Phones Work Phone: 405-321-3706 Child care centers provide group care in a nonresidential setting.They are licensed by state agency to care for a specific number of children at each level,with limits on the ratio of children to caregivers.They may offer part-day,full-day,after-school,or kindergarten options.Centers for children 3-5 years old are the most prevalent, however,many centers offer programs for infants,toddlers,and school-age children. Centers are located in schools,hospitals,religious or spiritual organizations,recreation centers,or self- contained buildings.They usually have outdoor play space or a park nearby.Variations of centers include preschools or nursery schools. Nursery schools are part-day programs aimed at providing enrichment activities for children who do not need full day care. Full-day programs may provide breakfast,lunch,and two snacks.Centers usually follow a daily curriculum or schedule. Hours of operation typically begin between 6:00 a.m.7:00 a.m.and end between 6:00 p.m.-6:30 p.m.Times may vary depending on the center.The following is a list of considerations: Pros Cons Centers are usually regulated to set minimum Centers are usually not flexible about hours of operation standards for health,safety,and adult-to-child ratios.and may charge late fees. Center directors and staff usually have education in Center care may be expensive—especially for infants and child development. toddlers. Centers may offer a wide variety of activities and Your child may not get as much individual attention at a experiences as part of their programming. center as in a family day care environment or from a nanny. Your child will have playmates his age and may also A center may not accommodate all of your children. meet children of different backgrounds or cultures. Centers are able to provide care even if a teacher is Centers are unable to care for a mildly ill child. ill. Accreditation In addition to a license,which allows the facility to operate,there is a growing trend to apply for accreditation. The National Association for the Education of Young Children(NAEYC)offers an accreditation program for child care centers.Accreditation is a seal of approval.NAEYC has developed criteria,which includes parent input and inspector validation.Centers must apply to NAEYC in order to be accredited and are subjected to an extensive external review process.While accreditation indicates that the center has met NAEYC's standards,it does not mean that accredited programs are necessarily better than those that have not applied for accreditation. Evaluating Child Care Centers In order to evaluate child care centers,it is important to visit several programs and spend time observing in each one.Carefully review these materials prior to visiting the centers. Call in advance to make an appointment.Your referral service will provide you with basic information regarding vacancies,fees, hours,and policies. It is usually best not to bring your child along to every program you visit. It may be confusing for the child.Once you have narrowed your choices,consider making another visit with your child. The activities of the day and the interaction between the provider and the children are strong indicators of the quality of care provided.Observe your child's prospective classroom. Pay attention to first impressions. Is the room bright and cheerful? Is children's art work displayed?Are children engaged in a variety of activities?Do the children seem involved and happy?Are staff members pleasant and responsive to the children and each other? You will want to spend some time talking with the director about the program and tour the entire center. Family day care is an arrangement in which your child is cared for in the caregiver's home.The provider is the business operator,and you are the consumer.Although this type of care is more open to negotiation,the provider determines fees, hours,and curriculum for the program.The following are possible advantages and disadvantages of family day care homes: Pros Cons Your child may be more comfortable in a home Provider may not have the skills or materials to provide your setting. child with a variety of activities. Your child may have playmates of varying ages.May not have education in child development. The provider maybe flexible to your needs or If the provider or provider's children are ill,you may need to find work schedule. back-up care. May be regulated to set minimum requirements If licensed,provider cannot care for a child that is mildly ill. for health and safety. Licensing Most family day care homes need to be licensed; however the exact regulations differ from state to state. For example,in Illinois,a family day care provider can open his or her home to care for 3 or fewer nonrelated children and be considered license-exempt.When you receive referrals from the Referral Service,the provider profile sheet will indicate license status.License status is not necessarily an indication of a quality day care home,it is a license to operate.The accreditation process is more indicative of a quality environment. NAFCC Accreditation The National Association for Family Child Care(NAFCC)offers an accreditation program to family day care homes.Accreditation is a seal of approval. NAFCC has developed criteria,which includes parental input and monitor validation. Providers must apply to NAFCC in order to be accredited.While accreditation indicates that the home has met NAFCC's standards,it does not mean that accredited family day care homes are necessarily better than those that have not applied for accreditation. Evaluating Family Day Care Homes In order to evaluate a family day care home, it is important to observe the program while children are present. The activities of the day and the interaction between the provider and the children are strong indicators of the quality of care provided.Once you have decided that the home meets your needs based on hours,costs,and policies,schedule a visit to observe the wants on your list. In order for you to be able to go to work confident every day,you must feel comfortable that your child is in a loving and stimulating environment.Trust your instincts regarding the programs. In-home care is a provider you hire to take care of your child or children in your own home.Sometimes this person is known as a nanny. In-home care is a child care relationship where you set the hours,the responsibilities,and the salary.You become that person's employer.The following are possible advantages and disadvantages of in-home care: Pros Cons Child is cared for in a familiar setting. May be isolating for the caregiver. Parent has flexibility to determine the terms of the Provider may not have the skills to offer a variety of arrangement. activities to child. Child is not exposed to illnesses of other children. Child may not have any playmates. Child bonds with one provider. No formal network of providers. May be difficult or expensive to recruit. Child can be cared for when mildly ill. May need to find back-up care when provider is ill. May be economical if family has two very young children Usually the most expensive type of care. or multiple births. More Pros In-home child care is not licensed or regulated.Therefore, no one sets a standard for in-home provider qualifications.You will need to determine requirements in terms of training and experience.Always check references. Some in-home providers have studied child development in nanny training programs or college courses.These providers are usually less likely to consider a job that involves housework other than specific tasks related to the care of the child. Some people looking for in-home care positions are recent immigrants.Some have had experience raising their own children or caring for other children in their native country.Others,with no experience in child care, seek in-home jobs because it is the only kind of employment they can find. Even though in-home providers are not licensed,there are many placement agencies that will assist you in your search.The agencies themselves are required to be licensed by the Department of Labor's Private Employment division. Each agency sets its own standards for provider qualifications.Agencies can provide you with candidates to live in or live out.Some agencies also place part-time and temporary providers. It is important to find out the screening process of the agency and exactly what experience each provider has. Aupairprograms are another option for in-home care.These programs are designed as a cultural exchange for young Europeans interested in studying in America.Au pairs live in your home and provide up to forty-five hours a week of child care.Au pair contracts are for one year.The application process for an au pair is more involved than that for a local agency.Allow several months lead time if you are interested in an au pair.Your Employee Assistance Program(EAP)can assist you with finding au pair programs that have been approved by the U.S. government. If hiring a nanny to care for your child is an option for you,you may either use a nanny agency or hire one on your own. Dealing with an agency is probably the easiest, but also the more expensive way to go.The process begins with a phone call to the nanny agencies in your area. However, if you prefer to search for a nanny on your own by placing ads and interviewing,you will want to consider the following things as you go through the process: • Make a list of the qualities and requirements you are looking for in a nanny and consider these things when you are interviewing. • Ask for at least six references per candidate and call each one.Be thorough in your questions to the references so that you are receiving a clear picture of the person you have interviewed. • Make up a working contract between you and your nanny that describes in detail the requirements of the position such as salary,hours,and vacation or sick time. • Give yourself plenty of time to go through this process.Doing a search on your own is likely to take much longer than going through an agency,but the results are usually well worth the wait. • Do not settle forjust any candidate,because of time or need.Your child will be in the hands of this person, so make sure you are completely satisfied with your final decision. For other resources you will find these Web sites helpful: • http://www.nanny.net • http://www.nannynetwork.com/ The following is a list of qualities and characteristics that are desirable in a child care provider: • Has a sense of humor • Someone with whom you can develop a relaxed,sharing relationship • Someone your child would like • Feels good about him-or herself and the job • Has child-rearing attitudes and discipline methods that are similar to your own • Is sensitive and responsive, but able to use authority in constructive ways(e.g.redirection) • Knows and responds to each child as an individual • Believes that every child has the abilityto learn • Understands child development • Patiently helps children solve their problems • Provides activities that encourage children to explore and think things through • Organizes the environment and experiences to enrich the children's world • Talks to children and encourages them to express themselves through words • Encourages children to express themselves creatively • Helps children know,accept,and feel good about themselves • Helps children become independent in ways you approve • Trained in infant/child cardiopulmonary resuscitation(CPR)and first aid • Is in good physical health and is emotionally stable • Is enthusiastic,energetic,and dedicated • Is flexible • Resourceful • Is someone you can trust with your child De- e- - r- Oa"- ♦ � Se r"Ce.s Wallet Card Brochures Employeef ! f ' P)Wallet Card SAP � V1/ork/Life Program For assistance 21,7/365,please cal I ' ack 1-866-EAP-2400 Actual lrr un emergrrrcr;t�pll 91i Rtivwdcefvaks�.com EAP & Work/Life Program eap(u�deeroaks.com L�LLli(�,1t.ti ►i ' i'rawfais lot s r . sahIDG(Fra <r, and ubstawo abuise Program / Brochure r Easy Access EIvIP�OYEE 7 vmrtto udmY.J6E tlsy4 pmrymcr 9wiply"d M�bl.lnr manila..��a�Inu r�n•aClll.el artlsf an[-npY fia nG rrw P12O1JRA� ' r'�Y3lWr1,Vq•.ilia 4lVJnA 1,v+a r,..r.•+rr,y n...w•,..1•�•.ml YnrIn�VlNmawl.m n.ao VYmaa r•waL iV�r,.,•pMa.••1M Ila a�lm4'•wq ,y.w..iamw�naw�a�e�r 1 a - What types of Problems wrJ r.rtirn..m � •• � � a n ,,,.,y,� ' does the EAP Cover? •r�i IM,a MIV N,rI - Vlb,�anY•Y i 14• rrcss��r'„x :�n„"-: 1NKArYmMMmMYn Nm My nmpa,+ - ^-I-�.,,,wr: narwwlw,Nq,nvna,rarnon r, 1-866-EAP-2400 1 What Is an EAP? ,,;�,;s,;,,,u, How can the EAP help me aa•a�pr'4Yl^I rm'.l1.aMICrPr- � -...I - ��. An FAPism Ern:,nrve As5lslenii �11+arIY 9rmlaYml/•Awq wa• 1-866-327-24 pQ Ploplam Tre EnP um,wfeshw ana balanco work and life? �•,� [mmllllenul mafG9niMi arcn•a:rm E-Mail ""RAN,r •Mgn mu 6c m..0 wwawl n.am.r w• ,r.$ranl aenees im rymM rlWl ar•c.»m.INI Wa�i.f/!mlarul.ncoln. _ e9p QdeeroElks.com 11Bpen011tt9.Tnm omllmlll le pQv�M _7I-�r.�w.lap;cr b...aec•ra o,l.,in ' �• nrvu9n Dcel Otks EAP Sari�S! yro�z�fFMotiv,��a ocr..n=i "�j� Website Hour Can tl,e EAP Help? � •i, ae...»r�s wenoe.,o v� Deeroaks.com �g�,aYn.,,, h�.anmm,wu,sYlr•�oam11U«aV� .gavir admyaurgas �aa�s or1Ar yar as hmly�u.nd . lae+e a nwnnr eaYmne p wW,l� - rnurlkpeNlenlgappa IVRI Itlati _ m�I'ai°t'�rellr"e�°a'bay"°' eurmmmn mo dut u san INm■ -- `.•r1E1ry11n potLrtM�•a"0 elrui' (IOdufblY IlaalYls.8ilrypty pmrt� • .�F►s�N`�s +m Je�ense rya�m1 abns lad r+Om nI11P4mf Ol rdlmlm ,rmh•Ie •lYiiB•mlrin6 Gu+lano•8�t11nN1n5 •Salal-Ivm Grvnswsg •GIW9 VnIHVAntlmn I •@vnmlmlilr i Y/ppfil Ymn kNamlc �' 61rgMo'yae erllfes4 T.aaa•,p •OmYT.lmds.Tlpc.L Vio�c •YlmalOr R tn�mnevs EAucmMn m Lmgal m.Flraivaf luudbponc - —- m WadlAre BebnCe CDeI•laly •Ch•d4trcazc Rs�asmr. •9JIIB[aMaB F�Vg•blIYi0Y4 � Deer Oal<s EAP Services EAP Fact S The Deer Oaks Employee Assistance Program (EAP) is a free service provided for you and your dependents by your employer. This program o ers a wide variety of counseling, referral, and consultation services, which are all designed to assist you and your family in resolving work/life issues in order to live happier, healthier, more balanced lives. These services are completely confide tial and can be easily accessed by calling the toll-free Helpline listed below. DEER OAKS EAP IS A RESOURCE YOU CAN TRUST. Eligibility: All employees and their household members/dependents ID Recovery: Free telephonic consultatio with an Accredited are eligible to access the EAP. Reti ees and employees who have Financial Counselor; information on steps that should be taken recently separated from the employer will continue to have access to upon discovery of identity theft; referral to full-service credit services for up to six (6) months post-employment. recovery agencies;free credit monitoring service. Program Access: Members may access the EAP by calling the toll-free Work/Life Services: Work/Life Consultants are available to assist Helpline number, downloading the iConnectYou Smartphone App, or members with a wide range of daily living resources such as pet instant messaging with a Work/Life Consultant through LiveCONNECT si ers, event planners, home repair, tutors and moving services. available on our website. Please contact HR for your organizations Simply call the Helpline for resource and referral information iConnectYou login information. Find-Now Child & Elder Care Program: This program assists Telephonic Assessments & Support: All clinical EAP cases receive a participa is caring for children and/or aging parents with the thorough telephonic clinical assessment. In-the-moment telephonic search for licensed, regulated, and inspected child and elder support and crisis intervention a e also available 24/7. care facilities in their area. Work/Life Consultants assess each member's needs, provide guidance, resources, and referrals Short-term Counseling: Referrals are made to our mental health within 3 business days for standard cases and within 6 business provider networks in the United States for in-person short-term hours for urgent cases.Searchable databases and other resources counseling. Counseling is also available via structured telephonic are also available on the Deer Oaks website. sessions,video, and SMS text. Tele-Language Services: Deer Oaks has the ability to provide therapy Monthly Electronic Newsletters: Employees and supervisors in a language other than English if requested. Services are available receive monthly e-newsle ers covering a variety of topics for telephonic interpretation in 200 of the most commonly spoken including health and wellness, work/life balance issues, conflict languages and dialects. resolution, leade ship, and more. Referrals & Community Resources: Counselors provide referrals to Online Tools & Resources: Log on to our member website to community resources, member health plans, support groups, legal access an extensive topical library containing health and wellness resources, and child/elder care services. articles,videos,archived webinars,child and elder care resources, and work/life balance resources. Advantage Legal Assist: Free 30 minute telephonic or in-person consultation with a plan a orney; 25% discount on hourly a orney fees if representation is required; unlimited online access to a wealth of education I legal resources, links, tools and forms; interacti e online Simple Will preparation; access to state agencies to obtain CONTACT US: birth certi ates and other records. 0 Advantage Financial Assist: Unlimited telephonic consultation with (888) 993-7650 a finan ial counselor qualifie to advise on a range of fin ncial issues , www.deeroakseap.com such as bankruptcy prevention,debt reduction and financial planning; eap@deeroaks.com supporting educational materials available; objecti e, pressure-free advice; unlimited online access to a wealth of educational financial resources, links,tools and forms (i.e. tax guides, financial calculators, etc.). DEER OAKS EAP SERVICES din-" F?ca_,-ff C_-@ 1, A( I ir 4F 1� "S.y - � �� w\arc�: �,��►./�1 �'� • z �� [ lc �Olp a o . 44 - r i Call your EAP today for confidential around-the-clock assistance for all of life's challenges. Our qualified professionals are here to help. Work Family Personal Financial Legal Change Parentin / divorce Stress/tension Couples/marriage Separation and management and parentin and money divorce Time management College planning Grief and loss Budgetin Estate law Dealing with Blended and step Depression, anxiety Buying or selling a Advance directi es difficult peop families home and living wills E ecti e Military families Substance abuse and Reti ement Adoptio communicatio recovery planning Job stress and Domestic violenc Relocation and Bankruptcy and Child and spousal burnout moving credit support issues Career Referrals for child, Health and wellness/ Saving and Free online simple development adult and elder coping with a chronic investing or will creatio care services illness college Workplace Balancing work Daily living referrals Estate planning Foreclosure violence and home life i.e. pet si ers, travel planning, repairs (866) 327-2400 www.deeroal(s.com eap@deeroalcs.com A* Employee Assistance Program SHORT-TERM COUNSELING Fr "r"^rq INCLUDE: • 24/7 access to an experienced counselor via the toll-free Helpline or iConnectYou App '/ _ �� .�► • Telephonic needs and Iclinical assessments • Confirmed eferral for in- person counseling provided within 2 business days of the initial all • Short-term counseling sessions available • Counseling avai able 101 w in-person, telephonically, r- Services ne or video are completely confide tia `•_� Available to you and •• your family members We understand that life can be hectic and demanding. We also understand that issues such as anxiety, depression, substance abuse, legal/fi ancial difficulti and marital/family stressors can add further stress to your already busy life. Thankfully, your Employee Assistance Program (EAP) is here to help. You may speak with one of our professional counselors 24 hours a day, 7 days a week by calling the toll-free Helpline. The counselor will assess your needs, provide a clinical assessment if appropriate and make recommendations for assistance. If in-person counseling is suggested, the counselor will locate an appropriate provider in your area and provide you with his/her contact information within two business days of your call. You may then contact the provider to schedule an appointment at a time th t is convenient for you. We encourage you to call your EAP today for free, confide tial counseling and work/life referrals for you and your family. Let us help you regain your balance. k844) 81�-04:;I i www.deeroal<seap.com 41MUL 93 eap@deeroal<s.com DEER OAKS EAP SERVICES -AY i You E m p lM -0 4 ee Assistance Pro • ra rn y g • • The Employee Assistance Program (EAP) o ered by your employer provides you and your family with free and confi ential assessments, referrals, and counseling. Deer Oaks EAP Services is available at any time and can assist with work-related concerns, personal problems, and other issues a ecting our well-being. Your EAP Can Help With: • Work/Life Balance • Stress & Time Management • Depression/Anxiety • Legal & Financial Difficul • Substance Abuse • Family & Marital Problems • Preparing for Reti ement • Child/Elder/Adult Care Issues • Emotional & sychological Issues • Healthy Lifestyles • Life Changes & Transition • Loss & Grief HelpIs Just One Phone CallAway... 4- DEER OAKS EAP SERVICES www.deeroal<s.com 866-327-2400 eap@deeroal<s.com DEER OAKS EAP SERVICES YouR EMPLOYEE AssiSTANCE PROGRAM . MORE THAN JUST COUNSELING , The EAP o ers t confide tial access to professional consultants and online resources that provide support, guidance and referrals for any work, personal, or everyday issue ._ y y - that's important to you . Below are some of the resources available to you in addition o counseling: • Legal & Financial Consultation & esources • ID Theft P evention & ecovery Assistance • Online Credit Monitoring • Online Simple Will Preparatio • Daily Living & Convenience Consultation & eferrals • Child/Elder/Adult Care Consultation & eferrals • Health & Well-being Consultation & eferrals • Interacti a Online Tools, Resources and Skill Builders • Take the High Road Program • Continued Access o the EAP for up to 6 Months Post-Employment —mwv---C _qv AL �� .� ANYTIME, fir. . OR NIGHT (888) 99 • 1 1 www.deeroakseap.comeap@deeroaks.com im V vl�_" DEER OAKS EAP SERVICES 2017 Supervisor Excellence Webinar Series and leadership Certificate Program Aseries of topics designed to provide supervisors and managers with enhanced skills to improve workplace morale,employee motivation, and staff productivity. Managers/supervisors who attend 5 of the 6 webinars will receive the Deer Oaks 2017 Leadership Certificate. Thinking for Success Success in leadership begins and ends with how we think. This important session focuses on helping managers and supervisors to develop the belief systems and thought pa erns that create attitude and behaviors leading to success. The course includes practi al exercises that participa is can utili a long-term to reinforce positi a mental habits. When: Friday, February 17th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/7235339944550953476 Monday, February 20th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/registerl9016792873129479684 How to Motivate Your Employees Moti ated employees are engaged and producti e. This important session discusses research on employee moti ation, identifie the three primary needs that employees seek to meet at work, and discusses management approaches to help create and maintain a moti ated team. When: Friday,April 21st, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/6165037942678526724 Monday,April 24th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/registerl4177758636403661060 Five Steps to Building Trust with Your Team This session covers the most important management practices that build trust with individual employees and teams,including"walking the talk", acknowledging mistakes,and providing hope for the future. When: Friday,June 16th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/registerl941955289486818308 Monday,June 19th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.comlregisterl3758445583500168964 Advanced Coaching Skills For Leaders This important presentation helps leaders to adopt a more consistent "coaching approach", discusses how to identi y coaching opportunities, and reviews the elements of communication necessa y for e ecti a coaching interactions When: Friday,August 18th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/4573580623379851012 Monday,August 21st, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/7381134086882635524 Maximizing the Productivity of Your Team This important presentation covers the most moti ating management approaches,the keys to creating an engaging environment for employees, and strategies for maximizing the e ecti eness of day-to-day supervisor-employee interactions o improve staff etention. When: Friday,October 20th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.comlregister/1240113156125835524 Monday,October 23rd, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/7840750838013984772 Emotional Intelligence for Supervisors Our emotions can bring us joy and happiness, but also pain and frustration if we don't manage them well.This important presentation discusses the steps necessary for supervisors to build and maintain a balanced emotional life at work to improve relationshi s with employees, and achieve greater levels of success as a leader. When: Friday, December 15th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/registerl8103962926587316996 Monday, December 18th, 1:00-2:00 PM CT Register:https://attendee.gotowebinar.com/register/8800857585527575300 www.deeroal<seap.com ' 866-327-2400 eap@deeroal<s.com DEER OAKS EAP SERVICES ---�,, EMPLOYEE ASSISTANCE 001111111111111111" ALENDARPROGRAM Monthly Theme Monthly Online Seminar Title Online Seminar Description—Online seminars can be found on your home page,or you can search for them by title. MIND YOUR MONEY Maintaining Personal and Learn how to develop a"stress plan"to visualize a more positive JAN Ensuring your financial Fiscal Resiliency DuringTough Economic Times financial future.Understand the process of prioritizing your well-being th needs and exploring the full extent of your assets. Available on demand starting JAN 17 IGNITE A SPARK Creativity 101 "Creativity is putting your imagination to work,and it's produced FEB Expanding your life FEB 21 5t the most extraordinary results in human culture"—Ken Robinson. through creativity Available on demand starting Learn to tap into your creativity and apply it in all areas of your life. ACCENTUATE THE POSITIVE Disrupting Negative Thoughts It's not negative thoughts themselves that are the issue;rather, MAR Taking a more MAR 21 5t it's when we believe those negative thoughts.Learn how to gain mindful approach Available on demand starting control over negative thoughts and turn them into positive ones. STAYING POWER Compassion Fatigue: Caregivers often take on the emotions of those they help or rescue. APR Resiliency skills for caregivers Increasing Resiliency th After understanding how compassion fatigue can develop,you'll Available on demand starting APR 18 learn specific strategies to reduce stress and to develop resilience. #HAPPINESS Raising Well-Adjusted Kids Review the current research and science behind raising MAY Creating support Available on demand starting MAY 16th well-adjusted kids.Learn tips to foster positive mental environments for children health in the children and teens in your life. GOING THE DISTANCE Emotional Support:Staying Change impacts all aspects of life.Every change brings a chance JUN The path to total well-being Balanced in a Changing World th to self-improve or self-destruct.This session explores how people Available on demand starting JU N 20 who know how to manage change have more successful lives. MIXOLOGY Managing in a Multigenerational Identify the characteristics and key motivational factors of each JUL Celebrating the Workplace generation.Explore commonalities and discuss differences to multigenerational workplace Available on demand starting JUL 18th build strong teams while bridging the generational gap. SAYING GOODBYE Bereavement:Coping With Loss Grief and loss trigger conflicting emotions.Explore your own AUG Honoring the process Available on demand starting 15th reactions to loss,from a death to divorce.Learn why some people of grief and loss are stuck in a"grief rut"as you discuss more healthy ways to grieve. TMI Information Overload Managing the enormous amount of information that is thrown at SEP Find your way to the right Available on demand starting SEP 19th us is difficult.Understand what contributes to information overload resources and apply tips and tools for effectively managing information. ENERGY BOOST Improve Your Health With Sedentary behavior is the fourth leading risk factor of death for ()CT An active approach Ergonomics and Frequent Movement people all over the world.Learn to incorporate frequent desk to well-being Available on demand starting OCT 17th exercises and movement into your day.Additionally,learn proper ergonomic tips to help ease job stress and reduce chronic injury. GRATITUDE ADJUSTMENT The Mind-Body Connection Keeping the body relatively calm is crucial to well-being and optimal NOV Appreciating all that is good Available on demand starting NOV 215Y health.Becoming aware of how your body feels when it is under stress is important to maintain a relaxed and calm state. FUSION FORWARD Diversity in the Workplace: Each member of the workforce brings unique skills,background, DEC Embracing a multicultural Maintaining an Inclusive Environment and experience vital to the successful organization.A diverse workplace. Available on demand starting DEC 19th workforce is a rich source of creativity and problem-solving. CALL OR TOLL-FREE:866-327-2400 GO ONLINE WEBSITE:www.deeroakseap.com EMAIL:eap@deeroaks.com FEATURES INCLUDE: • Initial elephonic Consultation Assessment by a Work/ _QEER OAKS EAP SERvt Life Consultant • Answers to Question about Work/Life Topics such as the di erence ' between care option ,,- (e.g. day care centers vs. family day care homes) : _ or how to evaluate ti - t 1 providers • Guidance on how to manage work, personal, and everyday issues 3-5 confirmed eferrals to providers in your area Nk within 12 hours of the request Support for you, as well as those in your family/ household To help you make time for what ma ers most,you and your family have access to an Enhanced Work/Life Program provided through your EAP. This service o ers telephonic assistance from a professional Work/Life Consultant to provide support, guidance and referrals for any work, personal, or everyday issue that's important to you. Consultants are able to assist with nearly endless resources such as finding pet si ers, child and elder care facilities, tutors, home repair, veterinarians, and moving services. Below are a few of the topics for which we can provide resource and referral services: Adoption A encies Raising Teenagers Reti ement Communitie Adoptee Support Groups Tutors Alzheimer's Support Before & A er School Care Kindergarten Programs Pet-si ers / Kennels In-Home Care Enrichment Programs Apartment Locators Nanny Agencies School District Profile Volunteer Opportunitie Special Needs Child Care 2 and 4 Year Colleges Diet & Nutrition P ograms International Study P ograms Continuing ducatio Chronic Condition Support G oups Child Development Admissions Testin Legal Aid Organization Blended Families Cancer Care Centers Mortgage Brokers Employee Ince Progra YOUR ENHANCED WORKAIFE WEBSITE FEATURES INCLUDE: 30- r`.. • Regularly updated = information and links • Downloadable articles and tip sheets • Self-search provider databases for summer camps, education resources, pet sitters, attorneys, financial advisors, volunteer opportunities, and more • Legal and medical encyclopedias • Financial and daily living calculators • Savings Center providing 25 to 70 percent discounts on name- brand merchandise • Spanish-language content To help you make time for what matters most, your Employee Assistance Program provides online access to a wide range of resources regarding the work and life topics of interest to you and your family—all available on one website. Just logon with your company's username and password, and navigate through articles, links, interactive content,self-searches,self-assessments,and more. TOLL-FREE: 866-3 27-2400 WEBSITE: www.deeroaks.com EMAIL: eap@deeroaks.com DEER OAKS EAP SERVICES • . i • i 6 ti. i Jim `1.:771 Hr 1, Air tt f Need to delegate items on your "to-do" list?" Your EAP can help. C3� Work/Life Consultants are available day and night to assist you with locating nearly endless resources such as findi g care for your pets, 1 1 personal care, travel, home improvement contractors, education, and managing your day-to-day responsibilities at home, and work. So whether you need to find a plumber to fix that leaky faucet or a travel agent to plan your next vacation, the EAP can help, leaving you with more time or what ma ers most. 1 ' Available Features 1 1 1 • 24/7 access to a qualifi d work/life consultant via our Helpline or the LiveCONNECT online instant messaging feature of our website • Live assistance locating esources and referrals per your request • Referrals provided within 12 business hours for standard requests and within 6 business hours for urgent requests • Information-rich website loaded with content and tools for managing work, personal, and everyday issues i \..a�.� ✓- \.:`J `.;. -...._...:.. ..- ~tiJ- q5ld yo If you or someone you love is trying to kick the habit,your Employee Assistance Program (EAP) can help. We have a library of articles on the dangers of smoking and tobacco, and ti s on how to quit. Our YOUR EAP helpful work/life consultants can look for smoking cessation groups in your community. We even have links to free, online support from experts on quittin smoking and raising tobacco-free kids. Call the CANHELP yo U Helpline or log on to our website today to start living smoke free. Ivailable Features QUIT SMOKING . Referrals to smoking cessation g oups • Tip sheets and articles on qui • Links to free online support • Information about medi al treatments for quitti • Wellness support for a smoke-free life CONTACT 1 P . 1 1 ry www.deeroal(seap.com DEER OAK&EAP SERVICES eap@deeroal(s.com • Did yo DEER O Ito AKS EAP SERVICES oe do 01 qMWnt help enhancing your skills in the workplace, becoming a be er YOUREA11" parent, or making be er use of your leisure time? Just log on to the Deer Oaks Work/Life website and explore the wealth of learning OFFERS opportunities available to you. We have webinars, interacti e e-learning courses, informati e articles, and much more. Log on today FREE ONLIN to take advantage of this free and helpful service. Available Features LEARNINGLive topical online seminars held the third Tuesday of every month. Visit the website to register for upcoming sessions • Archived online seminars that may be accessed at any tim THORUGH THE 18 online skillbuilder e-learning courses with printable certi ates of completio WORdLIFE Use the search feature to easily find tools, resources and videos on the topics of interest to you WEBSITE . • A library of webinar presentations including Lifelong Learnin --MFinancial Fitness, and Reti ement �-- YOUR EMPLOYEE ASSISTANCE PROGRAM 11 1 , i. The care of an older family member can be a very rewarding experience. But whether you are providing hands-on assistance, or managing care from afar, caregiving can be both challenging and stressful. Your EAP can help with information and , �1 referrals to assist you in all areas of elder caregiving and family support. • Confidential caregiver support _ services provided 24/7 via phone or web • Qualified Elder Care Consultants available for consultation 4 • Community resources and assistance in your area • Literature on caregiving, insurance, and end-of-life decisions • Referrals for in-home care providers, assisted living providers, and skilled nursing facilities - ALWAYS AVAILABLE. ALWAYS CONFIDENTIAL. TOLL-FREE: 866-327-2400 WEBSITE: www.deeroaks.com EMAIL: eap@deeroaks.com DEER OAKS EAP SERVICES ' DEER OAKS EAP SERVICES - r Co in, in the p g Aftermath of the .. Pari i's a I ces The world was left in a state of shock following the terrorist Although these are normal and understandable reactions a acks in Paris on Friday, November 13th that killed at least to challenging events, seeking professional support is an 129 people. essential step in dealing with these reactions. Gettin help Whether you experienced the incident fi st hand, were a when you need it is a good way to take control of your life. witness, or heard about it from others, a criti al incident Deer Oaks is here to provide free, confide tial guidance and such as the events in Paris can jeopardize your physical and/ resources when you need it most. or psychological integrity, as well as those close to you. It is Your EAP o ers the following individual and organizational common and normal to experience emotional a ershocks services: following a horrible event. However, distress and substantial _ In-the-moment telephonic support stress may limit your ability to cope, impair your ability to _ Short-term counseling adjust and negati ely impact your work environment. - Family counseling The stress response is a natural reaction to any challenge. - On-site Criti al Incident Stress Debriefings (CISDs Sometimes the stress reaction appears a er a few hours or - Seminars on resiliency and self-care days following the event. Other times, signs and symptoms -Telephonic management consultatio will appear a era few weeks or even months. Some common - Online articles and i formation signs and symptoms of stress include: anger, depression, Call your EAP today for confide tial assistance. We are confusion, apprehension, irritability, fear and withdrawal. available 24 hours a day, 7 days a week. O (866) 327-2400 www.deeroal(seap.com eap@deeroalcs.com I R .� r 1 LF � � r DEER OAKS EAP SERVICES HELPFUL RESOURCES FROM YOUR "WP EMPLOYEE ASSISTANCE PROGRAM JAIL L Sept. 17 September Online Seminar About Your EAP Work/Life Consultation & Information Overload Life Can Be Hectic. The EAP Can Referral Services Help You Find Your Balance. Our Work/Life Consultants Managing the enormous amount of are available day and night information th t is thrown at us is Deer Oaks, your EAP, is always available to to assist you with locating difficult. Und stand what contributes to you and your household members. nearly endless resources information verload and apply ti s and If you are struggling with children, finances, such as finding are for pets, tools for e ecti ely managing information or just want some practi al advice on health personal care, travel, home or the mind-body connection, ontact Deer improvement contractors, Available on-demand starting Oaks by calling the Helpline. Counselors education, and managing September 19th at www.deeroakseap.com are available 24/7 to provide you with day-to-day responsibilities immediate care. home, and work. H e l p l i n e: 866-327-2400 Web: www.deeroakseap.com Email: eap@deeroaks.com Top 10 Sleep Myths Myth 1: Sleep is a time when your body and brain shut down for rest and relaxation. No evidence shows that any major organ (including the brain) or ' regulatory system in the body shuts down during sleep. Some physiological processes actually become more acti e while you sleep. For example, secretion of certain hormones is boosted, and activity of the pathways in the brain needed for learning and memory is heightened. - Myth 2: Getting just 1 hour less of sleep per night than needed will not have any effect on your daytime functioning. This lack of sleep may not make you noticeably sleepy during the day. But even slightly less sleep can a ect your ability to think properly and respond quickly, and it can compromise your cardiovascular health and energy balance as well as the ability to fig t infections, particularly if lack of sleep continues. If you consistently do not get enough sleep, eventually a sleep debt builds up that will make you excessively ti ed during the day. Myth 3: Your body adjusts quickly to different sleep schedules. Your biological clock makes you most alert during the daytime and most drowsy at night. Thus, even if you work the night shift,you will naturally feel sleepy when nighttim comes. Most people can reset their biological clock, but only by appropriately timed cues—and even then, by 1-2 hours per day at best. Consequently, it can take more than a week to adjust to a dramati ally altered sleep/wake cycle, such as you encounter when traveling across several time ones or switching from working the day shift o the night shift. Myth 4: People need less sleep as they get older. Older people don't need less sleep, but they o en get less sleep or find their sleep less refreshing.That's because as people age, they spend less time in the deep, restful stages of sleep and are more easily awakened. Older people are also more likely to have insomnia or other medical conditions th t disrupt their sleep. Myth 5: Extra sleep at night can cure you of problems with excessive daytime fatigue. Not only is the quantity of sleep important but also the quality of sleep. Some people sleep 8 or 9 hours per night but don't feel well rested when they wake up, because the quality of their sleep is poor. A number of sleep disorders and other medical conditions a ect the quality of sleep. Sleeping more won't alleviate the daytime sleepiness these disorders or conditions cause. However, many of these disorders or conditions can be treated e ecti ely with changes in behavior or with medical therapies. Myth 6: You can make up for lost sleep during the week by sleeping more on the weekends. Although this sleeping pa ern will help relieve part of a sleep debt, it will not completely make up for the lack of sleep. This pa ern will not make up for impaired performance during the week because of not sleeping enough. Furthermore, sleeping later on the weekends can a ect your biological clock so that it is much harder to go to sleep at the right time on Sund y nights and get up early on Monday mornings. q!"- 0 DEER OAKS EAP SERVICES Myth 7: Naps are a waste of time. Although naps do not substitu e for a good night's sleep, they can be restorati e and help counter some of the impaired performance that results from not gettin enough sleep at night. Naps can actually help you learn how to do certain tasks quicker. But avoid taking naps later than 3:00 p.m., as late naps can interfere with your ability to fall asleep at night. Also, limit your naps to no longer than 1 hour, because longer naps will make it harder to wake up and get back in the swing of things. If you take frequent naps during the day, you may have a sleep disorder that should be treated. Myth 8: Snoring is a normal part of sleep. Snoring during sleep is common, particularly as a person gets older. Evidence is growing that snoring on a regular basis can make you sleepy during the day and more susceptible o diabetes and heart disease. In addition, some studies link frequent snoring to problem behavior and poorer school achievement in children. Loud, frequent snoring can also be a sign of sleep apnea, a serious sleep disorder that should be treated. Myth 9: Children who don't get enough sleep at night will show signs of sleepiness during the day. Unlike adults, children who don't get enough sleep at night typically become more acti e than normal during the day. They also show difficult paying a ention and behaving properly. Consequently, they may be misdiagnosed as having a ention d ficit yperactivity diso der (ADHD) . Myth 10: The main cause of insomnia is worry. Although worry or stress can cause a short bout of insomnia, a persistent inability to fall asleep or stay asleep at night can be caused by a number of other factors. Certain medications and sleep disorders can keep you up at night. Other common causes of insomnia are depression, anxiety disorders, asthma, arthritis, or other medical conditions with symptoms that become more troublesome at night. Some people who have chronic insomnia also appear to be more revved up than normal, so it is harder for them to fall asleep. Source:Patlak, M. (2011,August). Top 10 sleep myths. In Your Guide to Healthy Sleep (National Institutes of Health[NIH]Publication No. 06-5271). Retrieved August 7,2013,from the National Heart Lung, and Blood Institute Web site at http://www.nhlbi.nih.gov Suicide Warning Signs The more warning signs, the greater the risk someone may be headed toward suicide, according to the NIH News in Health. Get help from a mental health professional or the National Suicide Prevention Lifeline at (800) 273-TALK. Warning signs— • Talking about wanting o die • Acti ely looking for a way to kill oneself • Talking about feeling hopeless or having no purpose • Talking about feeling trapped or in unbearable pain • Talking about being a burden to others • Abusing alcohol or drugs • Acting a xious, agitated, or reckless • Having sleep troubles • Withdrawing or feeling isolated • Having extreme mood swings • Giving away belongings, including treasured objects Health-e headlines0 TM DEER OAKS EAP SERVICES How To: Help Aging Parents with Money Management Are you in the sandwich generation? Those in the sandwich generation are caring for their own children while also assisting aging parents. This can be a fin ncial stress on you, so it's important that i°' you figu e out a plan that helps both your parents and yourself. As , with most important financial and personal situations, it's essential that you and your spouse be in agreement with how to assist your parents with money management. Analyzing your parents' financial situation When helping aging parents with their finances,the fi st step is to understand exactly what their current financial situation is.This discussion is easier if your parents live close to you, but regardless of their residence,talk to them about their finances in person. Understand what bills your parents currently have and whether they are being paid on time as well as what their savings and revenues are. If everything is in order and your parents aren't overwhelmed taking care of things on their own, then you probably only need to check on them periodically. However, if your parents are having financial difficu es, it's in your family's best interest to identi y the problem and work toward a solution. Determine if the problem is with cash fl w, or with the work required to actually pay the bills. These are two very di erent problems, with very di erent solutions When the problem is lacking the financial means If your parents do not have the financial means to cover their bills, you'll have to consider some options, such as selling their home or taking out a reverse mortgage.There is also some financial assistance for seniors available. The National Council on Aging has set up a Website that o ers information on benefits available to seniors. Look into all options b fore choosing the one that's best for your family. When the problem is the work required to pay the bills Your parents may have the financial means to cover their bills, but could have difficult with the amount of organization and work required to pay their bills and manage their investments appropriately. In that case, you or another family member may want to consider taking over bill payments. You could set up automatic bill pay for most of the bills, and manually pay the others. For financial advice, consider hiring a personal financial planner. Regardless of the current situation and solution, ou or another family member need to continually assess your parents'fina cial standing, as it could change even in a short period of time. Keeping the lines of communication open is the best way to ensure you help manage their situation, and avoid any financial penalties from late payments. About Money Management International Money Management International(MMI)is a nonprofit,full-service credit-counseling agency,providing confidential financial guidance, financial education, counseling and debt management assistance to consumers since 1958. MMI helps consumers trim their expenses, develop a spending plan and repay debts. Counseling is available by appointment in branch offices and 2417 by telephone and Internet. Services are available in English or Spanish. To learn more, call 800.432.7310 or visit www.MoneyManagement.org. I DEER OAKS EAP SERVICES THE HR NEWSLETTER DEER OAKS EAP SERVICES HELPFUL RESOURCES FROM PROGRAMEMPLOYEE ASSISTANCE Sept. AL r L; - -Vrr 17 L L, September Online Seminar Supervisor Excellence Webinar Series & Leadership Certificate Program Information Overload Below are recordings of the webinars presented so far this year as part Managing the enormous amount of of this series. A endance is tracked for both the live and recorded information th t is thrown at us is sessions; therefore, viewing the below recordings will count toward the ifficult. Und stand what contributes to Leadership Certi ate requirement of a ending 5 out of the 6 webinars. nformation verload and apply ti sand ols for e ecti ely managing information Thinking for Success htt s://a endee.gotowebinar.com/recording/7693502043189076739 Available on-demand starting How to Motivate Your Employees September 19th at www.deeroakseap.com htt s://a endee.gotowebinar.com/recording/1311003071536328962 0 Five Steps to Building Trust with Your Team 1111111L https.Ilattendee.goto webinar.comlrecordingl3879793188239462914 H e l p l i n e: 866-327-2400 Web: www.deeroakseap.com Email: eap@deeroaks.com Striking It Rich in Productivity Involving and supporting employees is the key to mining their potential. The world of work has changed—and so have the workers. Most employers used to o er employees guaranteed jobs. In exchange, employees o ered loyalty, involvement and commitment to the employer. This simple exchange between employer and employee is a thing of the past. Guaranteed employment is gone and so is employee loyalty. Today,managers need new ways to get employees to do their best.Traditional carrots and stic s of management— cash, raises, bonuses and the like—aren't enough. While threats and intimid tion may have once resulted in short-term changes in employee behavior, such negati e techniques now only sap employee morale and build resentment. Employees are looking for managers to have their best interests at heart and to show it on a daily basis.They're looking for more meaning in their work. To be e ecti e today, managers must create supporti a work environments that can influence, but not force, desired behaviors and outcomes. The best managers are masters of making things happen. They create more energy than they consume; instead of draining an organization s energy, they amplify and channel it back to the organization Managers can improve their organizations by energizing individuals, energizing teams and energizing organizations Energizing Individuals The trust, respect, and consideration managers show employees through one-on-one relationshi s—every day of the week—is the foundation of an energized organization. For example, to keep employee morale and energy high during busy times of the year, I've seen executi es at one company personally push co ee around the office serving drinks and refreshments to front-line partners. Employees appreciate such gestures, which also provide opportunities o bring up and resolve customer issues at the same time One of the best ways to involve employees in an organization, and to energize them in the process, is through collecting employees'ideas. For example,the city of Phoenix,Arizona, runs a well-organized employee suggestion program to generate ideas. City employees can win cash if their suggestion • Increase productivit . • Cut costs. • Improve the quality of services. • Boost employee morale or safety. Employees are notifie in writing about the status of their suggestions within 60 days of submission. Employees are eligible for certi ates, plaques or cash. When a suggestion is rejected, a le er explains why the idea wasn't adopted. Employees can appeal the decision to a suggestion commi ee up to a year a er the date of the rejection I er. 0 DEER OAKS EAP SERVICES Energizing Teams In recent years, teams have become fi tures in the business world. Organizations use ad hoc teams, cross- functional teams, self-directed work teams and more. Unfortunately in many cases, teams continue to take orders from managers and have few opportunities to act independently.To energize employees, managers need to empower teams to act independently, decide what needs to be done and how to do it. At 3M in St. Paul, Minn., Vice President Robert Hershock and corporate researcher David J. Braun reviewed the work of a team that had developed a new model of respirator in record time. Hershock and Braun discovered these keys to team success: • Empower teams.As Hershock put it,this means "giving the team the authority to make decisions and then act on them." • Let teams manage risk. Teams should be given the power to select the level of risk that o ers the highest likelihood of success. • Let teams control their internal budgets. Teams—not outside managers—must make all decisions on project ma ers, including financial d terminations • Recognize the phases teams progress through. Managers must recognize when teams needs additional management support or coaching to get through rough times • Let teams be involved in the reward process. No one knows be er what moti ates the team than its members. • Energized team members can come from unlikely places. To challenge thinking and spur energy and creativit , Honda Motor Co. in Tokyo purposefully assigns employees unfamiliar with technology on the company's design teams. Innovations arise from the spirited discussions that fl w from the blank-slate questions and p obing. Energizing Organizations Energy can spring from managers and workers alike. But many organizations actually de-energize employees through strict rules and procedures that reduce employee initi ti e to finding the right page in a policy manual.An organization can be fl xible—providing options, resources and tools to its employees—or it can be bureaucratic and policy-bound, creating an e vironment that erodes confidence, sel -esteem and energy of its employees. As part of its process improvement training program, the Michigan Department of Transportation issues a "license to change"to each participa t.The laminated license, signed by the agency head and deputy director of quality, expresses management's support of employee e orts to break out of their daily routines to streamline processes and improve quality. The U.S. Department of Energy's Offic of Human Resources Administration in Washington, D.C., sponsored an idea day for all employees to examine ways to improve customer services, streamline work processes and enhance the office vironment. The event ne ed 2,134 ideas-68% of which were adopted. Many organizations have found that if they provide fl xibility and support, employees will repay them with loyalty and hard work. Stride Rite Corp., a shoe manufacturer in Cambridge, Mass., o ers subsidized onsite child care and elder care facilities. This commitment to employees is so firm that Stride Rite's management insisted that a new venture partner in Thailand open a daycare center for its employees. Dedicate yourself to culti ating this spirit at your workplace. Your employees will repay you with enhanced e ecti eness and involvement in their jobs, and your organization will reap the rewards through improved productivity and educed costs. Source: Nelson, B. (Reviewed 2017). Striking it rich in productivity. Raleigh, NC: Workplace Options. q_"4- P 0 DEER OAKS EAP SERVICES Ask Your EAP! The following are answers to common questions supervisors have regarding employee issues and making EAP referrals. As always, if you have specific questions about referring an employee or managing a workgroup issue, feel free to make a confidential call to the EAP for a management consultation. Q. The best supervisors in my career did not just supervise; instead, they raised employees up, attracted their loyalty, and inspired their desire to be part of a cohesive and close work unit. I think this is a learned skill, not just charisma. Am 1 correct? A.You are describing the qualities of a good leader.The following are a few contrasts between being a supervisor and being a leader. Instead of simply administratin , look for ways to innovate and improve systems within your work unit. Place your focus on people and developing them, rather than only paying a ention to the le er of their job descriptions. Take safe risks with your employees' abilities and talents, rather than pigeon-holing them into who should do what. This inspires trust between you and them. Think about the future of your work unit, not just what is happening from day to day. When employees complain, pay a ention to their needs. Do not see making changes as giving in to demands, but rather as challenging the status quo. You have unique talents. Know what they are, and how you will elevate your work unit and organization with them. Focus on doing the right thing for your employees, rather than thinking "we can't do it that way because it has never been done." Stepping outside of the structure will cause you to make some mistakes, but leadership means you will lack one attribu e: being perfect. Q. How can supervisors support employees who suffer from depression? I know at least two within my group of workers who are on medication. I don't pry or get personally involved, but I don't want to be completely unaware of what might be helpful to them. A. Recognize that depression is a disease like other chronic illnesses, and that it is managed, usually with the help of a medical doctor. The patie t and doctor work together to reduce symptoms in order to prevent interference with social and occupatio al functioning. Symptoms may lead employees to be less asserti e about their needs or when discussing their thoughts, feelings, or ideas around a project or work problem. Do not misinterpret this as laziness or unprofessionalism. If your workplace is under stress, and serious changes are at hand, this can also make depression worse. Encourage all employees to be open with you about their needs and how you can support them. Remind them as appropriate to reach out to the EAP, but also hold employees to the standards reasonably expected for their positions. This can help troubled employees in general seek help sooner from the EAP, no ma er what their problem might be. Q. 1 had an employee retort, "You have to earn my respect!"I've heard this before, but 1 say it's manipulation. Supervisors deserve respect because of who we are and what we do. Can you discuss this often-heard phrase?1 think younger supervisors are intimidated by it. A. "Respect is earned" may sound valid or like common sense, but it is more fitti for an advertising slogan than for employee expectation in the workplace. Respectful behavior and respect (as in high opinion or admiration) are di erent things. Certainly the position you hold as supervisor entitles you to demonstrated respect from employees beginning on day one, because you represent the employer.You manage and oversee the employment relationship. And you have all its responsibilities. Your supervision style is something your employees may come to admire and respect, however, and this is what is usually meant by the phrase respect is earned. You may hear this one-liner from difficul or troubled employees, but it is typically an a empt to manipulate or control the relationship or a specific purpose. Copyright©DFA Publishing,LLC Information contained in this newsletter is for general information purposes only and is not intended to be specific guidance for any particular supervisor or human resource management concern. Some of it might not apply to your particular company policies and available programs. This information is proprietary and intended only for eligible EAP members. For specific guidance on handling individual employee problems, consult with Deer Oaks by calling the Helpline. 4116 DEER OAKS EAP SERVICES Exhibit C SELF-DEALING TRANSACTION DISCLOSURE FORM In order to conduct business with the County of Fresno (hereinafter referred to as "County"), members of a contractor's board of directors (hereinafter referred to as "County Contractor"), must disclose any self-dealing transactions that they are a party to while providing goods, performing services, or both for the County. A self-dealing transaction is defined below: "A self-dealing transaction means a transaction to which the corporation is a party and in which one or more of its directors has a material financial interest" The definition above will be utilized for purposes of completing this disclosure form. INSTRUCTIONS (1) Enter board member's name,job title (if applicable), and date this disclosure is being made. (2) Enter the board member's company/agency name and address. (3) Describe in detail the nature of the self-dealing transaction that is being disclosed to the County. At a minimum, include a description of the following: a. The name of the agency/company with which the corporation has the transaction; and b. The nature of the material financial interest in the Corporation's transaction that the board member has. (4) Describe in detail why the self-dealing transaction is appropriate based on applicable provisions of the Corporations Code. (5) Form must be signed by the board member that is involved in the self-dealing transaction described in Sections (3) and (4). (1)Company Board Member Information: Name: Date: Job Title: (2)Company/Agency Name and Address: (3) Disclosure(Please describe the nature of the self-dealing transaction you are a party to): (4) Explain why this self-dealing transaction is consistent with the requirements of Corporations Code 5233(a): (5)Authorized Signature Signature: Date: