joint labor-management benefits committee (jlmbc) · an unlimited number of cisd incidents with a...

JOINT LABOR-MANAGEMENT BENEFITS COMMITTEE www.keepingLAwell.com

Joint Labor-Management Benefits Committee (JLMBC) COMMITTEE REPORT 18-30

JOINT LABOR-MANAGEMENT BENEFITS

COMMITTEE MEMBERS:

Management

Wendy G. Macy, Chairperson

June Gibson

Rich Llewellyn

Tony Royster

Matthew Rudnick

Employee Organizations

Cheryl Parisi, Vice-Chairperson

Paul Bechely

Chris Hannan

David Sanders

William Violante

Date: May 31, 2018

To: Joint Labor-Management Benefits Committee

From: Staff

Subject: Employee Assistance Program Request for Proposal Evaluation and Recommendation

RECOMMENDATION That the JLMBC recommend to the General Manager Personnel Department that Optum be selected as the service provider for Employee Assistance Program (EAP) services for an initial three-year contract term, with the option to renew for up to two additional years.

DISCUSSION

A. Background

At its May 17, 2018 meeting, the JLMBC considered the findings of the review panel for the Request for Proposal (RFP) for EAP services for the City of Los Angeles Civilian Benefits Program. The original report, including supporting information and a revised financial analysis, is provided as Attachment A to this report. The JLMBC also invited Optum to make an oral presentation before the JLMBC prior to the JLMBC making a final recommendation to the General Manager Personnel Department. Optum’s presentation is provided as Attachment B.

At the May 17, 2018 meeting, the JLMBC also asked for a report regarding current EAP benefit design as that relates to employer-initiated services, as well as overall utilization information. Both of these topics are addressed in this report.

B. EAP Employer-Initiated Services

The EAP’s incumbent provider, Managed Health Network (MHN), currently provides four primary services: 1) Clinical Services/Work & Life Services; 2) Critical Incident Stress Debriefings (CISDs); 3) Training/Group Education; and 4) Employer Consultations. The latter three are considered employer-initiated services. Those services may be requested by City departments, typically their human resources or personnel staff, or Employee Benefits Division staff. An overview of employer-initiated services is summarized as follows:

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Critical Incident Stress Debriefings

CISDs are used by departments when a traumatic event occurs and immediate counseling is requested for individual sessions, group sessions, or both. Examples of situations may include a traumatic encounter with a member of the public, workplace violence, or the unexpected death of a co-worker. The incumbent provider, Managed Health Network (MHN), provides services for an unlimited number of CISD incidents with a 20-hour cap per incident. Optum’s proposal to the City for EAP services also provides services for an unlimited number of CISD incidents but has no hourly cap per incident.

Training/Group Education

Trainings/group education modules are available to City departments on a broad range of topics such as work/life balance, personal finance, estate planning, and marriage/relationships. Training sessions can be provided in-person or via webinar, depending on the topic and course objective. Departments typically initiate training by contacting Employee Benefits Division staff, who facilitate identifying the appropriate module and scheduling logistics, as well as providing approval for the use of allotted hours under the annual training bank allowance. MHN presently provides the City’s EAP with up to 250 hours of training each year. Optum’s proposal to the City for EAP services also provides for 250 hours of training each year.

Employer Consultations

Employer consultations are available to human resources staff, managers, and supervisors for guidance on addressing employee issues that may arise, although that guidance is not related to City disciplinary processes. Counselors can provide input as to whether certain work performance changes or other concerning behaviors exhibited by the employee may be signs of an underlying issue for which the EAP may be able to provide assistance. If the EAP is identified as a resource, the requestor can inform the employee of the available EAP services. Any EAP services provided to the employee are completely confidential. If the employee decides to utilize EAP services as a result of the interaction, the employee has the option, but is not required, to have the EAP notify the manager/supervisor that the contact with the EAP was made. No other information about the employee may be released. The specific design features of employer consultations, whether through MHN or Optum, is at the City’s discretion.

C. Utilization

Employee Clinical Services and Work & Life Services

Employees or their dependents may contact the EAP for an array of services categorized into either Clinical Services or Work & Life Services. Call center representatives who answer the 24-hour service line are not trained and certified to provide clinical services, but are trained to assess the caller’s needs and initiate the process for the caller to gain access to a qualified and certified clinical counselor who can perform counseling services. Each individual is allowed five clinical sessions per year per event (the number of sessions will not change from the current to the proposed new service provider). Not all calls are clinical service calls, and the call center assesses and directs non-clinical service calls to the appropriate Work & Life service provider.

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Overall call center activity includes any call initiated to the call center, regardless of the service requested. If a call turns into a service request call, either for Clinical Services or Work & Life Services, MHN records this as an EAP “case.” Staff reviewed utilization statistics from 2015 through 2017. Summary data is provided in the following chart:

With respect to clinical cases, MHN further provided an historical breakdown by employee, spouse/domestic partner, and other dependents:

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Employer-Initiated Services

The chart below provides data regarding the number of employer-initiated events for calendar year 2017:

D. Conclusion

The City’s EAP provider plays a critical role in providing a broad range of clinical and non-clinical support services to the City’s LAwell Civilian Benefits Program members. Driving improved utilization and engagement is an ongoing objective for City staff. Staff’s determination is that Optum best demonstrated its capabilities to effectively and proactively administer EAP benefits and support ongoing improvements in utilization and engagement. Staff recommends the JLMBC recommend to the General Manager Personnel Department that Optum be selected as the service provider for Employee Assistance Program (EAP) services for an initial three-year contract term, with the option to renew for up to two additional years. This contracting structure is similar to that used for other Civilian LAwell Benefits Program service providers.

Submitted by: ___________________________________ Russell Escueta

___________________________________ Paul Makowski

Approved by: ___________________________________ Steven Montagna

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Trainings, Workshops, Orientations CISDs Employer Consultations

2017 Employer-Initiated Services

JOINT LABOR-MANAGEMENT BENEFITS COMMITTEE www.keepingLAwell.com

Joint Labor-Management Benefits Committee COMMITTEE REPORT 18-28

JOINT LABOR-MANAGEMENT BENEFITS

COMMITTEE MEMBERS:

Management

Wendy G. Macy, Chairperson

June Gibson

Rich Llewellyn

Tony Royster

Matthew Rudnick

Employee Organizations

Cheryl Parisi, Vice-Chairperson

Paul Bechely

Chris Hannan

David Sanders

William Violante

Date: May 17, 2018

To: Joint Labor-Management Benefits Committee

From: Staff

Subject: Civilian Benefits Program Employee Assistance Program Request for Proposal Evaluation and Recommendation

RECOMMENDATION That the JLMBC (a) consider the Employee Assistance Program (EAP) review panel recommendation that Optum be recommended to the General Manager Personnel Department as the EAP services provider for the LAwell Civilian Benefits Program for an initial three-year contract term, with the option to renew for up to two additional years; and (b) invite Optum to provide a presentation to the JLMBC prior to making a recommendation to the General Manager Personnel Department.

DISCUSSION

A. Overview

Following is a review of the JLMBC’s actions to date relative to the development and issuance of a Request for Proposal (RFP) for Employee Assistance Program (EAP) services for the City of Los Angeles Civilian Benefits Program:

October 5, 2017 – The JLMBC reviewed and approved a draft RFP for EAP services andauthorized its release.

December 13, 2017 – The RFP for EAP services was released to the vendor community on theLos Angeles Business Assistance Virtual Network (LABAVN), with a response deadline ofJanuary 30, 2018.

January 8, 2018 – A mandatory pre-proposal conference was held in City Hall, Room 805.

January 30, 2018 – A total of six RFP responses were received from the following vendors: Anthem Claremont EAP Magellan Health Managed Health Network (MHN) Morneau Shepell Optum

The Personnel Department’s Administrative Services Division evaluated each vendor’s proposal for compliance with the City’s general contracting requirements. All six proposals were determined to have satisfied these requirements.

ATTACHMENT A

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B. Program Mission and RFP Evaluation Process

The mission of the EAP services procurement was to identify the service provider which can best support the LAwell civilian population in its program by:

Providing a broad range of quality professional counseling services for LAwell Programmembers;

Providing access to services through a wide network of licensed professionals in Los Angelesand surrounding communities;

Communicating with and assisting members in navigating benefit and service complexity; and Providing EAP services that effectively integrate with the City’s LAwell Civilian Benefits

Program and engages its membership.

To properly assess the vendor’s capability to provide these services, the RFP consisted of a written questionnaire comprised of four primary sections outlined below:

(1) Organizational Strength & Plan Sponsor Services

(2) Member Services

(3) Communications

(4) Financial Cost

Section (1) addressed each proposer’s organizational strength and reliability as a City contractor and included questions regarding organizational background, financial strength and experience, external agency ratings, client experience, plan sponsor services, regulatory and compliance services, and security and disaster recovery protocols. This section was worth 25% of the overall score.

Section (2) addressed core EAP services. Proposers were asked to demonstrate resources, responsiveness, availability, reliability, and versatility in providing members with direct information and access to counseling resources; and resources for providing emergency, crisis response, and crisis intervention services to members and their dependents. This section of the RFP was worth 30% of the overall score.

Section (3) addressed website capabilities and multi-media content. Proposers were asked to identify how they support and measure member satisfaction and administer EAP training programs. This section of the RFP was worth 25% of the overall score.

Section (4) addressed each proposer’s fees and performance guarantees. This section of the RFP was worth 20% of the overall score.

In addition to the RFP written questionnaire, performance exams were conducted with each of the six proposers on March 27-28, 2018. The performance exams provided an opportunity for the review panel to further assess each proposer’s resources, philosophy, and skills on specific topics and provided for a deeper review in particular of how each proposer establishes goals, develops strategies, and measures success.

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The review panel, consisting of Employee Benefits Division staff members Paul Makowski and Russell Escueta, reviewed and rated the written proposals and performance exams. Segal Consulting assisted in review of the cost proposals.

C. Review Panel Scoring Summary and Recommendation

The following is the rating panel’s combined consensus scoring summary for the six firms:

Ranking Proposer Score

1 Optum 941.13

2 MHN 892.13

3 Anthem 885.00

4 Magellan Health 883.38

5 Claremont EAP 817.00

6 Morneau Shepell 810.88

The consensus recommendation of the review panel is that Optum be selected as the Employee Assistance Program (EAP) provider for the City of Los Angeles Civilian Benefits Program. Optum’s proposal included the following features that were considered to best address the selection criteria established in the RFP and which represent important objectives for the City’s Civilian Benefits Program:

Organizational strength and strong financial revenues and client references; Highly qualified call center representation in compliance with Knox-Keene regulations; Strong and diverse network of counselors and counseling referral options within Los

Angeles and surrounding communities; Responsive service enhancements including unlimited Critical Incident Stress Debriefing

(CISD) hours with no cap per incident; Unlimited management consultations and job performance referrals; Extensive training options and a confirmed annual bank of 250 training hours; Strong ability to support the City’s ambitious communications objectives; Dynamic and diverse online services with a large array of online educational video

content; Confirmation to put fees at risk for all performance standards listed in the RFP; and Competitive pricing relative to other proposals.

Attachment A provides a summary of staff’s scoring and recommendation and the vendor responses. Attachment B provides a fee analysis from Segal Consulting.

D. Conclusion and Proposed Next Steps

The goal of this RFP was to identify a vendor that could best partner with the City to provide a broad range of quality professional counseling services through a wide network at a competitive price and support the Civilian Benefits Program’s engagement and communications objectives. The finding of the review panel is that Optum best demonstrated these capabilities. However, consistent with prior

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practice, staff recommends that the JLMBC invite Optum to make a presentation to the JLMBC prior to making its recommendation to the General Manager Personnel Department.

Submitted by: ___________________________________ Russell Escueta

___________________________________ Paul Makowski

Approved by: ___________________________________ Steven Montagna

Employee Assistance Program Request for Proposal Results

May 17, 2018

ATTACHMENT A

Table of Contents

• Executive Summary 3

• Scoring Results & Summary Findings 11

• Appendix 19

2

3

Executive Summary

4

EAP Program Mission

The mission of the Civilian Benefit Program EAP is to:

• Provide a broad range of quality professional counseling services for LAwell Program members;

• Provide access to services through a wide network of licensed professionals in Los Angeles and surrounding communities;

• Communicate with and assist members in navigating benefit and service complexity; and

• Provide EAP services that effectively integrate with the City’s LAwell Civilian Benefits Program and engage its membership.

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RFP Service Objectives

The EAP provider complements support resources provided by the City’s other health and wellness benefit service providers:

EAP Provider • Clinical counseling services • Support for broad array of

life challenges/needs • Crisis intervention support

services • Analysis & reporting

LAwell Health/Wellness Benefit Service Providers

• Health plan behavioral and mental health services

• Wellness provider stress management and healthy lifestyle support services

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Organizational Strength and Plan Sponsor Services

Member Services

Financial Cost and Performance Guarantees

Communications

EAP RFP Structure

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EAP RFP Proposers

Large national health insurance provider offering medical, dental, vision, wellness, EAP, behavioral health, and other health services; EAP services headquartered in California, other services headquartered in Indiana.

Provider of EAP, work-life, wellness, and organizational assistance services with a focus on preventive and early intervention services; headquartered in California.

Provider of EAP and behavioral health care management services; subsidiary of Magellan Health, a healthcare management company providing behavioral health, pharmacy, and health services; headquartered in Arizona.

Human resources services and technology company offering employee benefits administration, wellness, and EAP services; headquartered in Canada.

Provider of EAP, non-medical counseling, and behavioral healthcare services; subsidiary of Centene Corporation, a multi-line healthcare enterprise; headquartered in California.

Provider of behavioral health services and wholly owned subsidiary of UnitedHealth Group Incorporated, a health services and innovation company; headquartered in California.

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EAP RFP Review Process

Written Proposal Rating

Personnel Department

Employee Benefits Division

staff rated the written

proposals. Segal Consulting

provided fee analysis

support.

Performance Examinations

Each vendor met with the

review panel to review their

philosophy, resources, and

strategies for engagement

and utilization.

Client Review

Each vendor was required

to provide current/

terminated client contact

information. Staff

contacted those client

representatives.

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EAP RFP Available Points and Final Scores

Anthem Claremont Magellan

Health MHN

Morneau Shepell

Optum

885 Points 817 Points 883.38 Points 892.13 Points 810.88 Points 941.13 Points

Review Category Points

Organizational Strength and Plan Sponsor Services 250

Member Services 300

Communications 250

Financial Cost and Performance Guarantees 200

Total Points Available: 1,000

Available Points

Final Scores

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Recommended Provider:

Organizational strength and strong financial revenues and client references Highly qualified call center representation in compliance with Knox-Keene regulations Strong and diverse network of counselors and counseling referral options within Los Angeles

and surrounding communities Responsive service enhancements including unlimited Critical Incident Stress Debriefing (CISD)

hours with no cap per incident Unlimited management consultations and job performance referrals Extensive training options and a confirmed annual bank of 250 training hours Strong ability to support the City’s ambitious communications objectives Dynamic and diverse online services with a large array of online educational video content Confirmation to put fees at risk for all performance standards listed in the RFP Competitive pricing relative to other proposals

+ = +

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Scoring Results & Findings

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Organizational Strength & Plan Sponsor Services 250 Points Possible

Anthem Claremont EAP Magellan MHN Morneau Shepell

Optum

223.25 219.75 223.88 226.25 209.13 228.63

Anthem is both an EAP and healthcare insurance provider. They have the largest number of EAP clients and considerable organizational depth, but EAP services are not the primary focus of their business. They were able to satisfy all of the City’s core requirements regarding cyber-security, being a direct provider of services, having strong client retention rates, and strong external agency rating. They do not offer online plan sponsor reporting but can provide on-demand reporting.

Claremont is exclusively an EAP provider. They have been providing EAP services since 1990 but have the smallest number of EAP clients and only one client similar in size to the City's population. However, they were able to satisfy all of the City's core requirements regarding cyber-security, being a direct provider of services, and having strong client retention rates. They are not rated by outside agencies.

Magellan has the most years of experience (48) providing EAP services. They reported the second largest numbers of clients with approximately 8% of their clients similar in size or larger than the City's population. They satisfied the City's core requirements regarding cyber-security, being a direct provider of services, having strong client retention rates, and adequate external agency rating. They use a subcontractor to comply with Knox-Keene licensing requirements.

MHN is the incumbent provider for the City and has the third largest large client base of the proposers, although they did not provide a breakdown of their client base by population, so it’s unclear how many comparably sized clients they service. They were able to satisfy all of the City’s requirements regarding cyber-security, being a direct provider of services, having strong client retention rates, and adequate external agency rating.

Morneau Shepell is a large benefits administration company but has the second smallest EAP client base with no clients similar in size to the City's population. They were able to satisfy all of the City's core requirements regarding cyber-security and client retention. They are not rated by outside agencies. They indicated that their ability to comply with Knox-Keene licensing requirements would be through the use of subcontractors.

Optum defines itself as a health services innovation company; it has the fourth highest EAP client base but approximately 12% of their clients are similar in size to the City's population; they also have the largest number of total employee members under administration of all proposers. They were able to satisfy all of the City’s core requirements regarding cyber-security, being a direct provider of services, having strong client retention rates, and also had the strongest external agency rating.

The Knox-Keene Health Care Service Plan Act of 1975 was originally directed at regulating HMOs but also applies to Employee Assistance Programs providing services to employers and employees in California. A California EAP provider must generally be licensed under Knox-Keene in order to provide services.

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Member Services 300 Points Possible


Optum

256.25 240.25 280.38 267.88 255.25 289.00

Anthem • Network - Has one of the larger networks with 802 EAP providers located in the greater Los Angeles area, but only 7% (58) of them have offices

located within LA City limits. • CSRs - 46 (clinical and non-clinical) Customer Service Representatives (CSRs) available 24/7 and staffing ratio of one CSR to 100,000 members. • Counseling Sessions/Qualifications – Provide five sessions per member per issue annually; indicated that their EAP providers are licensed (minimum

Master’s level) behavioral health professionals from disciplines in psychology, social work, professional counseling, psychiatric and behavioral health nurse specialists, and marriage & family therapists; providers hold licenses to practice independently as behavioral health professionals and have five or more years clinical experience.

• CISD Services - 60 Crisis Intervention Support Debriefing (CISD) hours annually, the second lowest, but one of the fastest response times (2 hours).

Claremont • Network - Has the smallest network with 152 providers; 17% (21) are within City of Los Angeles limits. • CSRs -Proposed 10 customer service representatives available 24/7 to handle the City’s account and provided a staffing ratio of one CSR per 4,000

plan members. • Counseling Sessions/Qualifications – Provide five sessions per member per issue annually; CSRs are Master’s degree intake counselors who refer to

licensed clinicians in their network; all provider network clinicians must have Master’s degrees and at least five years experience. • CISD Services - Unlimited CISD hours included but capped at 3 hours per incident, and had slowest CISD response time at up to 72 hours.

Magellan • Network - Has largest provider network with 4,274 providers, with 3.5% (152) located in LA City. • CSRs - Proposed 33 clinicians (CSRs) that service 1,533,321 members and assume one clinician can handle 600 calls per month. • Counseling Sessions/Qualifications – Provide five one-hour sessions per member per issue annually; require CSRs to have two years of experience

in a managed care or health-related setting but Master’s level degrees are not required. • CISD Services - Proposed 100-hour annual cap on CISD hours, but conditionally offered to make them unlimited pending review of the City's

utilization data; have one of the faster response times at eight hours.

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Member Services - Continued 300 Points Possible


Optum

256.25 240.25 280.38 267.88 255.25 289.00

MHN • Network -Has largest network of EAP providers located in LA City at 775, which represents 22% of MHN’s total number of providers (3,553). • CSRs -Assume that one CSR is needed for every 125,000 members and each CSR can handle 30-35 calls per day. • Counseling Sessions/Qualifications - Provide five sessions per member per issue annually; counselors hold Master’s degrees in counseling or

related fields and telephonic counselors must be provisionally licensed at minimum, with at least two years of previous clinical experience. • CISD Services - Proposed unlimited CISD hours capped at 20 hours per incident, the second highest amount; CISD response time was third

highest as being within 24 hours.

Morneau Shepell • Network -Has smallest network of EAP providers located in LA City at 34; did not specify what percentage of their total providers this number

represents. • CSRs -EAP call center staff of 100 (comprising CSRs, account, and clinical managers) handling 90 intakes per month and has the only call center

of all bidders located out-of-state. • Counseling Sessions/Qualifications – Provide five sessions per member per issue annually; require that EAP clinicians have Master’s or

Doctorate degree in Psychology, clinical social work, educational psychology, or related mental health field with minimum five years of post-Master’s level clinical experience, minimum five years of EAP experience, and at least 2,500 hours of professional counseling experience.

• CISD Services - Smallest annual amount of 25 hours for Critical Incident Stress Debriefings; minimum CISD response time was two hours, one of the two fastest of all proposers.

Optum • Network -Provider network is the third largest at 1,731 with 433 providers in LA City, representing 25% of their EAP provider network. • CSRs - Proposed 150 Employee Assistance Specialists (EAS), expected to handle an average of 18 calls per day, the best ratio of CSRs to

members. • Counseling Sessions/Qualifications – Provide five sessions per member per issue annually; EAS must have Master’s degree in a mental health

field and three to five years of relevant clinical experience in assessment treatment before joining Optum. • CISD Services – Proposed the highest amount of unlimited CISD hours with no annual cap per incident ; their incident response time is within six

hours for emergency incidents, making them the second fastest.

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Communications 250 Points Possible


Optum

227.00 198.00 213.63 220.00 206.50 236.00

Anthem • Web/Mobile App – Anthem’s website was not fully engaging as there were few links to resources and it was unclear how to utilize the benefit;

they offer a mobile app titled “myStrength” to directly engage members needing support with anxiety, depression, and trauma; issue monthly newsletters and also offered to create a microsite for the City to customize its content.

• Workshops/Training - Indicated their workshops and trainings improve employee awareness and motivation to use the EAP, but no specific metrics or figures were provided to demonstrate results; on-site training topics include risk management, parenting & family, aging adult, health & wellness, financial, legal, and other topics, along with an annual bank of 250 training hours for City departments and divisions.

• Media/Video – Provide live webinars, pre-recorded videos, and podcasts as education media.

Claremont EAP • Web/Mobile App - Website was difficult to navigate and had very limited functionality, lacking options to initiate online engagement with service

provider other than calling the phone (other vendors have some means of initiating contact online).; they do not offer a mobile app but their website is mobile friendly; articles of EAP topics along with newsletters are available on their website and are emailed to members quarterly; offered to create a microsite for the City to customize its content but don’t provide online directories.

• Workshops/Training – Conduct brown bag seminars but did not include metrics on attendance and successful outcomes; proposed an annual bank of 250 training hours for departments and divisions, although the number of available on-site workshop topics was the smallest of all bidders; on-site training topics include positivity, health & wellness, career management, workplace, communication skills, and time management.

• Media/Video - Offered webinars as an option for educational media and orientation videos, but did not provide any sample videos of educational material.

Magellan • Web/Mobile App – Website provided user-friendly navigation and allowed for certain user preference elections permitting access to preferred

content; “Ascend” platform can be accessed via desktop and mobile; they post articles, educational content, and resources monthly to engage membership; also engage through use of text-message-based-therapy to provide direct support for variety of emotional health issues; offer flexibility in customizing educational materials but cannot provide a custom City microsite nor directly email members.

• Workshops/Training – Stated they seek to maintain positive member experience to increase awareness and drive usage but did not identify specific results or outcomes with their other clients; proposed an annual bank of 250 training hours; training topics include emotional well-being, healthy living, home & family, leadership, and working well.

• Media/Video - Webinars and podcasts were proposed as digital education media options for members.

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Communications - Continued 250 Points Possible


Optum

227.00 198.00 213.63 220.00 206.50 236.00

MHN • Web/Mobile App - Member website does not focus member on content as directly as other bidder websites; content search functions

were not user-friendly; provided too many clickable links and utilized few visuals; the mobile app called “iConnectYou” allows members to connect with a counselor via phone, video, or text; they also offer an online computerized service, “In My Hands,” which lets members interact with an application on a weekly basis and monitor their progress.

• Workshops/Training – Proposed an annual bank of 250 training hours along with a broad list of topics including Work-Life Seminars, Health & Wellness, Employee Skill Development, Management/Supervisory Skill Development, and Workplace Safety and Protection.

• Media/Video - Provide webinars, a library of pre-recorded videos on training topics (which they indicated was available on youtube but did not provide the youtube address), and indicated they have a DVD library with 8 health related DVD topics that can be loaned to the City (the DVD offering was viewed as impractical).

Morneau Shepell • Web/Mobile App – Member website was easy to navigate and allowed bookmarking of articles; mobile app to access EAP benefit and

instant messaging app allows for counseling and is a unique form of engagement for the membership, however they cannot provide customized microsite, don’t provide online directories, and not able to track engagement specific to the City’s population.

• Workshops/Training – Proposed an annual bank of 250 training hours; the list of training topics for City-wide departments was large but topic descriptions were brief making it difficult to evaluate underlying content.

• Media/Video – Indicated that webinars are offered but no video samples were provided since they were noted as a work in progress.

Optum • Web/Mobile App – Website was user-friendly, intuitive, and had clear labels for organizing site content; various resources are made

available in both text and video format, and a search bar is provided to address questions; all of these resources are fully optimized in their mobile app.

• Workshops/Training – Proposed an annual bank of 250 training hours along with the most diverse list of training topics compared to other bidders and included topics including stress management, wellness, retirement, and providing assistance to employees facing customer service challenges.

• Media/Video – Provide webinars and extensive on-demand video library for various topics that cover a broad scope of EAP issues; videos were engaging and professional.

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Fees & Performance Guarantees 200 Points Possible


Optum

178.50 159.00 165.50 178.00 140.00 187.50

Anthem proposed the lowest five year cost at $139,200 (fee of $1.05 per member per month in year one one with increases annually) and 14% of fees at risk in year one (12% for the remaining four years); cannot provide unlimited CISD hours.

Claremont proposed the third-lowest five year cost at $153,700 (fee of $1.19 per member per month for the initial two years and gradually increasing years three to five); they did not propose to place fees at risk; CISD hours were capped at three hours per incident but unlimited on the number of incidents, a reduction in the CISD benefit relative to current offering.

Magellan proposed the second highest five year cost at $159,700 (fee of $1.28 per member per month for five years); they placed 20% of fees at risk and offered 100 CISD hours annually, only conditionally offering to make them unlimited CISD hours pending review of City's utilization data.

MHN five year cost is apparently minimally $148,500 over five years, but did not provide pricing for years four and five so those years were estimated by staff (per member per month cost is $1.19); proposed unlimited amount of CISD hours capped at 20 hours per incident annually, and placed 10% of fees at risk for performance guarantees based on City's experience.

Morneau Shepell proposed the highest five year cost at $185,900 (fee of $1.49 per employee per month) with a guaranteed five year rate and did not place any fees at risk; they offered 25 CISD hours, representing a large reduction in the current benefit.

Optum provided the second lowest five year cost at $148,900 (fee of $1.17 per member per month for the first three years with the rate increasing to $1.21 and $1.25 in years four and five, respectively); they place 25% of fees at risk for performance; offer unlimited CISD hours annually with no cap per incident, an enhancement of the current benefit.

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PERFORMANCE EXAM: MEASURING SUCCESS The performance exam was focused on exploring how each vendor establishes goals, develops strategies, and measures success for Employee Assistance Programs.

Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•When asked how they measure success, responses focused on utilization generally, evaluating how well members understand EAP benefit, and improvement in mental health and addiction outcomes.

•Emphasized integration of clinical data and EAP services with existing Anthem members since they’re already a service provider, but indicated that for City’s Kaiser members they would function in more traditional EAP role.

•Indicated that to gauge post-implementation success they would look at whether they were able to improve mental health and addiction metrics for the City and establish a successful partnership with the City.

•When asked how they measure success, discussed how many members are accessing services, utilizing chat features, and using mobile app.

•Discussed client example of rebranding EAP to CARE and rolling it into Wellness, tripling utilization in 3 years.

•Discussed creating positivity center focused on mindfulness and gratitude and how this helped re-cast from EAP stigma.

•Use text, email, or phone to follow up with those using clinical services.

•Discussed how therapists are leaving EAP networks generally, so their emphasis is on paying them weekly, providing them strong support, and using satisfaction surveys to maintain provider satisfaction and stability.

•When asked how they measure success, they discussed a broad range of metrics including utilization, member interests, length of time spent on website, satisfaction, and outcomes.

•Indicated that moving metrics can be slow but they look for ways to disrupt existing perceptions of EAP (provided example of providing additional communications during a natural disaster).

•Indicated that to increase engagement they can help establish champion network, provide wallet cards, and conduct coordinated campaigns.

•Indicated they also work with other service providers to help drive utilization.

• When asked how they measure success, they indicated public entities tend to have higher utilization and recommended quarterly meetings to set goals and review results.

•Indicated that EAP often has stigma associated with it and members are often not aware of other resources, so they try to promote services such as legal and financial. Stated most engagement occurs when people have a need for a service.

•Indicated they’d be willing to work with stakeholders to increase awareness and referrals.

•Suggested re-branding in order to change perception and perhaps drive utilization.

•When asked how they measure success, discussed a variety of data measurements that are used; stated 3-4% utilization of clinical services is typical but goal is to get to 5-6%; however, also focused on driving engagement (not including clinical cases) to 25-30%.

•Promote less intrusive services such as legal and financial services to address stigma around EAP as being a mental health resource only.

•Use multiple channels of access via phone, text, and email.

•Discussed engaging stakeholders as part of their strategy and doing so would not count towards the 250 training bank hours.

•Discussed using technology to help learn about member interests and target resources based on what’s learned.

•When asked how they measure success, outlined a strategy of using non-counseling non-traditional EAP services to drive utilization on the premise that this will help gain comfort with clinical resources if/when member needs them.

•Indicated they would like members to think of Optum as a personal assistant for broad range of life issues.

•Provide two levels of access – resources available through unsecured website and secure I.D. access services; if the latter, can do secure chats and create multi-modal access. Stated most (90%) want simple access, but secure is there for those who want it.

•Discussed partnering with the Wellness program to engage members.

•Discussed ability to customize and partner with City in driving success.

19

Appendix

20

ORGANIZATIONAL STRENGTH & PLAN SPONSOR SERVICES Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•Has provided EAP services for over 36 years

•Subsidiary of Blue Cross Blue Shield

•Knox-Keene licensed

•Subcontracts 1.5% of services

•Has 1,275 EAP clients - 17 are equal to or larger than the City’s plan size

•Total EAP client employee membership of over 3.6 million

•Has 70+ employees providing EAP services

•46 employees would service the City plan

•AA- Standard and Poor’s rating

•Uses presumed eligibility model

•Can alert City to legislative or related regulatory issues, but cannot provide legal advice or written updates on legislative changes

•Founded in 1990

•Not a subsidiary or affiliated with any other company


•Does not subcontract services

•Has 247 EAP clients – one is equal to or larger than the City’s plan size

•Total client membership of over 151,000



•Not rated; no Standard and Poor’s rating


•Legislative and regulatory services available through the Life Management and Claremont Personal Advantage services; would be willing to provide written updates on legislative updates in the future

•Has provided EAP services for over 48 years

•Subsidiary of Magellan Health Inc.

•Subcontracts 8-10% of services with two separate companies

•Subcontracts with a company for Knox-Keene license

•Has 880 EAP clients – 72 are equal to or larger than the City’s plan size


•Has 1,000+ employees providing EAP services

•17-139 employees would service the City’s plan

•BBB- Standard and Poor’s rating


•Performs regular reviews of legislative and regulatory compliance and Account Executives provide updates to clients as necessary

•Has provided EAP services since 1974

•Subsidiary of Centene Corp

•Subcontracts less than 1% of services


•Has 758 EAP clients




•BB+ Standard and Poor’s rating


•Keeps up to date on legislative and regulatory changes and can notify clients of changes, but does not provide written updates on legislative changes


•Not a subsidiary or affiliated with any other company

•Subcontracts with at least 5 companies for services (did not indicate percentage)

•Subcontracts with a company for Knox-Keene license

•Has 321 EAP clients – none are equal to or larger than the City’s plan size

•Total EAP client employee membership of over 300,000


•4,000+ employees would service the City plan

•No Standard and Poor’s rating

•May require an eligibility list to provide some service methods

•Clients are eligible to receive one 30-minute telephonic or face-to-face session with an experienced attorney per problem per year


•Subsidiary of OptumHealth

•Subcontracts 5-14% of services with four separate companies


•Has 620 EAP clients – 73 are equal to or larger than the City’s plan size




•A+ Standard and Poor’s rating


•Performs regular reviews of legislative and regulatory compliance and notifies clients with written notifications in compliance of Knox-Keene regulations

21

MEMBER SERVICES Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•Prime Call Center located in San Diego, CA

•Backup Call Center located in Denver, CO

•46 Customer Service Representatives (CSR) answer calls and each CSR averages 50 calls per day

•CSRs average tenure is 5+ years

•CSRs are assigned to specific accounts

•New CSRs receive four weeks of training

•Average call answer speed is 18.7 seconds

•English and Spanish language assistance available

•TDD and TTY services are available

•EAP counselors have 5+ years’ experience, Master’s Degrees, and are licensed

•Counseling services by referral only

•Prime & Backup Call Center located in Alameda, CA


•CSRs are not assigned to specific accounts

•New CSRs receive two to four weeks of training

•Average call answer speed is less than 10 seconds

•English and Spanish language assistance available


•Counseling services by referral only

•Network providers located in United States

•21 providers located within City of Los Angeles limits

•Five sessions per person, per issue, per year, up to 50 minutes each

•Prime Call Center located in San Diego, CA

•Backup Call Center located in Maryland Heights, MO


•4+ years average tenure


•New CSRs receive modular training

•Average call answer speed is 34-37 seconds

•English, Spanish, Hmong, and Laotian language assistance available

•TDD services are also available


•Counseling services by telephone and video are provided exclusively by employees, but licensed EAP counseling services are through referral

•Network providers located in United States

•99 Customer Service Representatives (CSR) answer calls and each CSR averages 30-35 calls per day

•6 years average tenure

•CSRs are assigned to specific accounts

•New CSRs receive seven weeks of training

•Average call answer speed is 19 seconds

•English, Spanish, Chinese, Korean, Vietnamese, and Tagalog speaking CSRs are available, and interpreters are also available in over 250 additional languages

•EAP counselors have 2+ years of experience, Master’s Degrees, and are licensed

•Web counseling services provided by MHN employees, all other services - including telephonic - are provided by referral

•Network providers are available both nationally and Internationally

•Primary Call Center located in Chicago, IL

•Backup Call Center located in Brookfield, IL

•100 EAP clinicians answer calls and each averages 90 calls per month



•New EAP clinicians attend orientation and monthly training meetings

•80% of calls are answered within 20 seconds

•English and Spanish speakers are available, and interpreters are also available in over 200 additional languages

•TTY, video, and text services are available


•Counseling is provided by employees and through referrals

•Primary Call Center located in San Francisco, CA

•Backup Call Center located in San Diego, CA

•150 Employee Assistance Specialists (EAS) answer calls and each EAS averages 16 calls per day


•EAS are assigned to specific accounts

•New EASs receive two week initial general training followed by two-to-four weeks of job specific training

•Average call answer speed is 22 seconds

•English and Spanish speaking EAS are available, and interpreters are also available in over 240 additional languages

•TTY and TDD services are available

•EAP counselors have 5+ years of experience, Master’s Degrees, and are licensed

22

MEMBER SERVICES – CONTINUED Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•Strong emphasis made on ease and ability of Anthem members to access Anthem services

•Network providers located in United States and US territories


•Five sessions per person, per issue, per year, but did not indicate length of sessions

•Maximum length of time between determination and appointment: - Emergency – triaged

immediately - Urgent – 48 hours - Non-urgent – 5

business days

•Unlimited job performance management referrals included

•Licensed Master’s level CSRs respond to CISD incidents

•60 hour annual cap for CISD Incidents

•Can provide onsite CISD counselors within two hours

•Maximum length of time between determination and appointment:

- Emergency – within 24 hours

- Urgent – 24 hours - Non-urgent – 3

business days

•Unlimited job performance management referrals included; in-person risk assessments are billed as fee for service

•Account Managers or Intake Counselors respond to CISD Incidents.

•Unlimited CISD events with a three hour cap per incident

•Can provide onsite CISD counselors within 72 hours


•Five sessions per person, per issue, up to approximately 40 minutes each


- Emergency – 6 hours - Urgent – 24 hours - Non-urgent – 3 business days

•Unlimited job performance management referrals included

•Customer Services Associates respond to CISD incidents

•Unlimited CISD events are included, pending further verification

•Response time to CISD events and the providing of onsite counselors varies by incident type

•775 providers are located within Los Angeles City limits

•Five sessions included but did not indicate length of sessions


- Emergency – 24 hours

- Urgent – 48 hours - Non-urgent – 5 days

•Unlimited job performance and management referrals included

•Licensed staff clinician responds to CISD incidents

•20 hour cap per incident for CISD Incidents

•Can provide onsite counselors within 24 hours of the CISD incident

•Network providers are available both nationally and internationally

•34 providers are located within the City of Los Angeles



- Emergency –12-24 hours

- Urgent – 24 hours - Non-urgent – 3-5 days


•Master’s level clinician responds to CISD incidents

•25 hour annual cap for onsite CISD Incidents

•Can provide onsite counselors within 2 hours of the CISD incident

•Telephonic counseling services provided both by licensed Optum employees and face-to-face or virtual visits are provided by referral

•Network providers are available both nationally and internationally

•433 providers are located within Los Angeles City limits


•Maximum length of time between determination and appointment: - Emergency – 6 hours - Urgent – 24 hours - Non-urgent – 3 days


•Master’s or PhD level CIRS coordinators respond to CISD incidents

•Unlimited CISD events are included

•Can provide CISD counselors on-site same day as the incident; immediate telephonic support

23

COMMUNICATIONS Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•Provides both a general member website and a custom City microsite

•Network provider directories available online

•Website in both English and Spanish

•Website is ADA compliant

•News can be posted to website frequently and can generate and send emails to members

•Provides a library of videos and webinars with customization available using the 250 training hour bank

•Website is mobile optimized

•Provides an array of customizable print materials for communication and education

•Surveys are used after initial call and again after use of service to measure member satisfaction

•Provides onsite training opportunities under a 250 annual bank of hours with a diverse and appealing training course catalog


•Network provider directories are not available online

•Website content can be translated into other languages

•Website is not ADA compliant

•News can be posted to website frequently and can generate and send emails to members

•Orientation videos are available online

•Website is mobile friendly


•A seven question survey is used after services to measure member satisfaction

•Provides onsite training opportunities under a 250 annual bank of hours with a course catalog that had few options and was difficult to follow

•Provides a general member website; custom microsite is not available

•Network provider directories are available online

•Website is in English with select content available in Spanish

•Website is ADA compliant

•News can be posted to website frequently but the system cannot generate emails to members

•Live and On-Demand webinars are available

•Website is mobile optimized


•Satisfaction surveys are used with up to three different distribution methods to measure ongoing member satisfaction

•Provides onsite training opportunities under a 250 annual bank of hours but did not provide a course catalog.



•Website is available in both English and Spanish

•News can be posted to website frequently and can generate and send emails directly to members

•Videos are available on YouTube or through a DVD lending library

•Both a mobile optimized website and a mobile app are available


•A survey is used after services and again at the closure of a case to measure member satisfaction

•Provides onsite training opportunities under a 250 annual bank of hours; course catalog has a dated appearance but good diversity of topics and options

•Provides a general member website; custom microsite would require further discussion

•Network provider directories are not available online; EAP clinicians schedule sessions directly for members

•Website is available in both English and Spanish


•Video content is being developed for release in the US in 2018

•Both a mobile optimized website and a mobile app are available


•Satisfaction surveys are used at the completion of service

•Provides onsite training opportunities under a 250 annual bank of hours; course catalogue provided had title of courses without any description

•Provides a general member website and a custom City microsite


•Website is available in English with extensive Spanish content


•Extensive online video library

•Both a mobile friendly website and a mobile app are available

•Provides an array of customizable print materials for communication and education; a one-time bulk shipment is included

•Satisfaction surveys are used for non-urgent or routine cases, but follow-up calls are used in urgent and emergency cases

•Provides onsite training opportunities under a 250 annual bank of hours; training course catalogue was diverse with descriptive text of each topic that includes duration

24

FEES AND PERFORMANCE GUARANTEES Anthem Claremont EAP Magellan MHN Morneau Shepell Optum

•Provides lowest per employee per month fee with gradual annual increases

•Provides cost savings over five-years

•Places 14% of fees at risk in year one

•Reduces CISD hours

•Per employee per month cost matches City’s current cost for first two years with gradual increase annually in years three to five

•Did not place any fees at risk, but indicated willing to discuss

•Requires a 3-hour cap per incident on CISD hours, but otherwise unlimited

•Proposes a price increase and 2nd highest cost proposal of all bidders

•Price does not fluctuate over five year proposal

•Places 20% of fees at risk

•Providing unlimited CISD hours conditional pending further review of City data

•Per employee per month cost matches current City cost

•Proposed a three-year guarantee with no proposal for years four and five

•Places 10% of fees at risk

•Requires a 20-hour cap per incident on CISD hours, but otherwise unlimited

•Proposed the highest cost proposal with costs guaranteed for five years

•Did not place any fees at risk

•Reduces CISD hours

•Provides the second lowest per employee per month cost for years one, two, and three, with gradual increases in years four and five

•Places 25% of fees at risk, the highest amount of any bidder

•Proposed unlimited CISD hours

25

EMPLOYEE ASSISTANCE PROGRAM 2018 REQUEST FOR PROPOSAL RATING PANEL COMBINED CONSENSUS SCORING SUMMARY

ORGANIZATIONAL STRENGTH & PLAN

SPONSOR SERVICES Percent Point Scale Anthem

Claremont EAP Magellan MHN

Morneau Shepell Optum

Organizational Background, Financial Strength, Experience 5.00% 50.00 34.25 38.75 39.00 40.25 38.75 42.25

External Agency Ratings 2.00% 20.00 19.25 16.50 18.13 18.25 16.25 19.50

Public Sector Client References 3.00% 30.00 30.00 28.38 30.00 30.00 23.50 30.00

Regulatory Actions 2.00% 20.00 19.00 17.75 16.75 18.75 17.25 19.00

HIPAA Compliance 2.00% 20.00 20.00 19.88 13.50 13.50 19.88 19.88

Plan Sponsor Services 7.00% 70.00 60.75 62.50 68.50 65.75 56.00 61.00

Security Protocols, Disaster Recovery & Guarantees 4.00% 40.00 40.00 36.00 38.00 39.75 37.50 37.00

Section Total 25% 250 223.25 219.75 223.88 226.25 209.13 228.63

MEMBER SERVICES Percent

Point Scale Anthem



Call Center 3.00% 30.00 27.00 23.50 25.75 27.50 24.50 28.25

General Counseling Referral Service 8.00% 80.00 68.50 67.00 73.75 71.50 69.25 77.75

`Emergency, Crisis Response, Crisis Intervention and Management Referral Services 4.00% 40.00 28.25 38.25 39.88 38.75 27.50 40.00

Internal Resources & Provider Network 7.00% 70.00 65.50 51.00 66.00 63.63 63.00 68.00

Quality Assurance Process and Programs 3.00% 30.00 29.50 28.00 30.00 26.50 29.00 30.00

Performance Exam 5.00% 50.00 37.50 32.50 45.00 40.00 42.00 45.00

Section Total 30% 300 256.25 240.25 280.38 267.88 255.25 289.00

RFP Scoring

26

EMPLOYEE ASSISTANCE PROGRAM 2018 REQUEST FOR PROPOSAL RATING PANEL COMBINED CONSENSUS SCORING SUMMARY - CONTINUED

COMMUNICATIONS Percent

Point Scale Anthem



Member Website Facility and Content 7.00% 70.00 58.00 40.50 58.88 59.75 51.00 69.00

Website News/Messaging 2.00% 20.00 20.00 19.00 16.50 20.00 17.50 19.00

Website Customization Capabilities & Resources 2.00% 20.00 20.00 17.00 16.75 18.25 14.50 17.00

Video, Mobile Apps, and Other Media 3.00% 30.00 29.00 26.00 27.50 24.00 28.50 29.50

Planned Enhancements 1.00% 10.00 7.50 9.50 10.00 7.50 7.00 10.00

Print Communication Materials 2.00% 20.00 20.00 20.00 20.00 19.00 20.00 15.00

Member Satisfaction 3.00% 30.00 26.50 27.00 26.50 27.00 26.00 29.00

Onsite Educational Resources 5.00% 50.00 46.00 39.00 37.50 44.50 42.00 47.50

Section Total 25% 250 227.00 198.00 213.63 220.00 206.50 236.00

FINANCIAL COST Percent

Point Scale Anthem



Member Fees 17.00% 170.00 152.5 144.00 136.50 153.00 120.00 157.50

Performance Guarantees 3.00% 30.00 26.00 15.00 29.00 25.00 20.00 30.00

Section Total 20% 200 178.50 159.00 165.50 178.00 140.00 187.50

TOTAL Percent

Point Scale Anthem



Final Total 100% 1,000 885.00 817.00 883.38 892.13 810.88 941.13

RFP Scoring

Copyright © 2018 by The Segal Group, Inc. All rights reserved.

CITY OF LOS ANGELES

Employee Assistance Program RFP Analysis Report: Financial Competitiveness Assessment

Prepared By: Stephen Murphy & Robert Mitchell, Segal Consulting

Amended May 21, 2018

5530543v5/08133.002

Attachment B

i

Ta b l e o f C o n t e n t sFinancial Competitiveness Assessment ................................................................... 3

Appendices

A. Financial Analysis

B. Services Analysis

C. Performance Guarantees

D. Financial Strength Ratings

3

Financial Competitiveness Assessment

Six vendors responded to the City’s RFP soliciting bids for Employee Assistance Program services.

MHN (Incumbent) Anthem Claremont EAP Magellan Health Morneau Shepell Optum

Proposal competitiveness was determined based on projected annual fees for the minimum services outlined in the RFP.

Issue Assessment (Five counseling visits per incident) Work and Life Services (i.e., financial and credit, legal, eldercare/childcare referrals,

etc.) Critical Incident Stress Debriefing (CISD) services (Unlimited hours) Seminars and Training Sessions (250 hours annually; independent of CISD hours)

In addition to projected annual fees, other financial considerations included fee guarantee period, performance guarantees, maximum number of hours allocated towards CISDs and training sessions, reporting, communication materials, and external financial ratings.

Anthem

Proposed the lowest monthly administrative fee. Their first-year fee is $1.05 PerEmployee Per Month (PEPM).

• Fee increases annually during years two through five with a cap at $1.18 PEPMduring year five.

Placed 14% of fees at risk for first-year performance guarantees. Subsequent yearsplace 12% at risk.

• Assuming sufficient sample size is provided, approximately 70% of Anthem’sfees at risk are performance metrics directly related to the City’s experience.

Proposal includes up to 60 hours per year for CISDs and an additional 250 hoursannually for seminars and training sessions.

4

Financial Competitiveness Assessment (cont’d)

Optum

Proposed the second lowest monthly administrative fee at $1.17 PEPM guaranteedfor years one through three.

• Fee increases to $1.21 PEPM during year four, then caps at $1.25 PEPM duringyear five.

Placed 25% of fees at risk for performance guarantees.

• Assuming sufficient sample size is provided, approximately 75% of Optum’s feesat risk are performance metrics directly related to the City’s experience.

Proposal includes unlimited CISD hours per year and an additional 250 hoursannually for training sessions. Seminars do not count against the hour bank.

Participant resources include a dedicated toll-free number.

MHN

Proposed no change to its existing administrative fee of $1.19 PEPM andguaranteed it for three years.


• Assuming sufficient sample size is provided, all fees at risk are associated withperformance metrics directly related to the City’s experience.

Proposal includes up to 20 hours per incident for CISDs and an additional 250 hoursannually for training sessions. Seminars do not count against the hour bank.

Claremont EAP

Proposed a monthly administrative fee of $1.19 PEPM guaranteed for years one andtwo.

• Fee increases to $1.24 PEPM during years three and four, then caps at $1.30PEPM during year five.

Claremont EAP is willing to develop mutually agreeable performance standards.

Proposal includes up to 3 hours per incident for CISDs and an additional 250 hoursannually for seminars and training sessions.

5


Magellan Health

Proposed a monthly administrative fee of $1.28 PEPM guaranteed for five years.


• City and Magellan Health would mutually agree upon the performance metricsand the allocation of fees at risk.



Morneau Shepell

Proposed a monthly administrative fee of $1.49 PEPM guaranteed for five years.



Additional Observations

On-line reporting is available from Magellan Health and Morneau Shepell is activelydeveloping this capability.

Micro-sites are offered by Anthem, Claremont EAP, MHN, and Optum

Unlimited printed material access is available through Anthem, Claremont EAP,Magellan Health, and Morneau Shepell.

• Optum’s fees include the initial shipment of printed materials. The City will becharged for additional printed materials. Electronic versions are available at anadditional cost.

Anthem, Claremont EAP, MHN, and Optum maintain their own Knox-Keenelicenses. Magellan Health and Morneau Shepell use subsidiaries or partner firms todeliver EAP services in California.

Bidders responded to inquiries regarding organizational financial strength byproviding ratings from traditional rating agencies and annual financial reports.Results are summarized in Appendix D.

6


Attached for your reference are the following Appendices:

Appendix A: Financial Analysis Appendix B: Services Analysis Appendix C: Performance Guarantees Appendix D: Financial Strength Ratings

Appendix A - Financial Analysis

City of Los Angeles - LAwell Civilian Benefits Program2018 Employee Assistance Program RFP

Financial Analysis

Current Plan

Proposed PlansEffective 1/1/2019 - 12/31/2023

MHN MHN Anthem Claremont EAP

Magellan Health (2)


Employee Assistance Program (EAP)Enrollment (1) 24,948Per Enrollee Per Month (PEPM) 1.19$

Jan 1, 2019 - Dec 31, 2019 1.19$ 1.05$ 1.19$ 1.28$ 1.49$ 1.17$ Jan 1, 2020 - Dec 31, 2020 1.19$ 1.08$ 1.19$ 1.28$ 1.49$ 1.17$ Jan 1, 2021 - Dec 31, 2021 1.19$ 1.12$ 1.24$ 1.28$ 1.49$ 1.17$ Jan 1, 2022 - Dec 31, 2022 Not Provided 1.15$ 1.24$ 1.28$ 1.49$ 1.21$ Jan 1, 2023 - Dec 31, 2023 Not Provided 1.18$ 1.30$ 1.28$ 1.49$ 1.25$

First-Year Annual Premiums 356,300$ 356,300$ 314,300$ 356,300$ 383,200$ 446,100$ 350,300$ Dollar Change from Current -$ (42,000)$ -$ 26,900$ 89,800$ (6,000)$ % Change from Current 0.0% -11.8% 0.0% 7.5% 25.2% -1.7%Total Cost of Five-Year ContractTotal Contract Period Premiums N/A 1,670,500$ 1,844,200$ 1,916,000$ 2,230,400$ 1,787,300$ Dollar Change from Lowest N/A -$ 173,700$ 245,500$ 559,900$ 116,800$ % Change from Lowest N/A 0.0% 10.4% 14.7% 33.5% 7.0%First-Year Set Up Costs

Implementation Fees None None None None None NonePerformance Guarantees

Maximum Amount at Risk 10% of paid premium

14% of paid premium

To be determined

20% of paid premium None 25% of paid

premium

Knox-Keene Yes Yes Yes Through Subsidiaries

Through Empathia Yes

(1) Enrollment count is based on approximate eligible employees between July 2017 and January 2018 as provided by the City of Los Angeles.(2) Magellan Health's rate was based off of Question 138, which includes all of the services requested by the City.

General

Claremont EAP

Magellan Health

Morneau Shepell

OptumOptum reserves the right to adjust rates if the employee population shifts by more than 10% from their assumption of 24,800 enrolled employees.

Morneau Shepell reserves the right to adjust rates if the employee population shifts by more than 5% from their assumption based on information provided in the City's addenda.

Plan

This bid analysis report is for the sole use of the plan and its authorized representatives involved in the competitive bid. Some material provided by the bidders may be deemed proprietary and confidential to the bidder and may not be disclosed or shared with any third parties other than the authorized employees of the plan and members of the City of Los Angeles Joint Labor-Management Benefits Committee, unless required by public disclosure laws or other legal requirements.

Note that bidders may be proposing varying levels of services within their rates provided above. Please refer to Appendix B.

Magellan Health reserves the right to review rates if the employee population shifts by more than 10% from their assumption of 23,000 to 25,000 enrolled employees throughout the life of the contract.

Magellan Health has also provided a lower rate if the City would like to forgo onsite training sessions.

Magellan Health has also provided a lower rate if the City would like to forgo CISD and onsite training sessions.

Claremont charges $1,000 per case for Department of Transportation Substance Abuse Professional testing and support services.

5528392_1 Financial Amended May 21, 2018

Appendix B - Services Analysis


Services Analysis

Services Included In Proposed Fees

MHN Anthem Claremont EAP Magellan Health Morneau Shepell Optum

General ServicesCounseling Services(Five visits per issue) Included Included Included Included Included Included

Critical Incident Stress Debriefings 20 hour capper incident

60 annualhour cap

3 hour capper incident

100 annualhour cap (1)

25 annualhour cap

Included with no hour cap

Management Referrals /Workplace Consultations Included Included Included Included Included Included

Work and Life Services Included Included (2) 1 per issue Included Included IncludedHealth Fair Participation Included Included 40 hours Included Included IncludedCity Management Meetings Included Included Included Included Included Included

Travel Included Pass-through Included Less than 30 miles included Included Included

Call CenterCustomer Service Representatives Included Included Included Included Included IncludedTelephonic Interpreter Services Included Included Included Included Included IncludedTDD/TTY Access Included Included Included Included Included Included

Training SessionsOrientation Seminars Included IncludedTraining Sessions 250 hour bank 250 hour bank

Communication MaterialsElectronic Materials Included Included Included Included Included IncludedPrinted Materials Included Included Included Included Included Pass-through (3)

Website Included Included Included Included Included IncludedCustomization Basic included Included Included Basic included Basic included Basic included

ReportsStandard Reports Included Included Included Included Included IncludedCustomized Reports Included Included (4) Included (4) $125 per hour Included Included (4)

(1) Magellan will remove the 100 total hour cap if the City provides historical utilization data on past CISD hour usage for 2017.(2) Unlimited telephonic consultations are provided for all Work and Life Services except for legal services, which are limited to one consultation per issue.(3) First shipment of printed materials is included. Subsequent materials are pass-through expenses.

The following table shows services proposed by bidders. For services with limits, the limits have been specified. If no limit is specified, there is no limit to the service. All limits are per year.

Services

250 hour bank 250 hour bank 250 hour bank250 hour bank

(4) Customized reports are subject to discussion with the bidder.

5528392_1 Services Amended May 21, 2018

Appendix C - Performance Guarantees


Performance Guarantees

MHN Anthem Claremont EAP

Magellan Health


Performance Guarantees

Maximum Amount at Risk 10% of paid premium

14% of paid premium

To be determined

20% of paid premium None 25% of paid

premium

General

Anthem

Claremont EAP

Magellan Health

MHN

Optum

For subsequent years of the contract after the first year, Anthem provides up to 12% of paid premium as a performance guarantee.

All performance guarantee proposals are guaranteed for multiple term lengths beyond the first year.

Guarantees are based on a mix of Anthem's overall book of business and the City's own results.

Claremont does not typically develop performance guarantees. They will discuss developing these with the City.

Guarantees are based on the City's own results assuming sufficient sample size is provided.

Guarantees are based on the City's own results assuming sufficient sample size is provided.

Guarantees are based on a mix of Optum's overall book of business and the City's own results.

5528392_1 Perf Guarantees Amended May 21, 2018

Appendix D - Financial Strength Ratings


Financial Strength Ratings

MHN Anthem Claremont EAP

Magellan Health


Standard and Poor's BB+ AA- Not Rated BBB- Not Rated A+Duff and Phelps Not Rated A+ Not Rated Not Rated Not Rated Not RatedA.M. Best Not Rated A Not Rated Not Rated Not Rated bbb+Moody’s Ba2 A2 Not Rated Ba1 Not Rated A3

AAA (A++)

AA (A+)

A (A, A-)

BBB (B++, B+)

BB (B)B (B-)

CCC (C++, C+)CC (C, C-)

R; NRThe rating R is reserved for companies who “have experienced a REGULATORY ACTION regarding solvency.” The rating NR indicates that the insurer’s financial solvency is not rated.

Following is a chart, which explains the Standard & Poor’s rating categories. (Duff & Phelps uses the same rating system as Standard & Poor’s; A.M. Best’s rating system is shown in parentheses).

Investment Grade or Secure:Companies rated AAA have the highest rating assigned. Capacity to pay interest and repay principal is extremely strong.Companies rated AA have a very strong capacity to pay interest and repay principal and differ from the highest rated issuers only to a small degree.Companies rated A have a strong capacity to pay interest and repay principal, although they are somewhat more susceptible to adverse changes in economic conditions than those in higher rated categories.

Notes: In lieu of ratings from traditional ratings agencies, Claremont EAP has provided it's Dun & Bradstreet rating of ER6 and D&B PAYDEX of 80. Morneau Shepell has provided its annual report.

Companies rated BBB are regarded as having an adequate capacity to pay interest and repay principal, however, adverse economic conditions or changing circumstances are more likely to lead to a weakened capacity to pay interest and repay principal.

Below Investment Grade or Vulnerable:

Companies rated BB, B, CCC and CC are regarded, on balance, as speculative with respect to their credit worthiness. While such companies may have some protective characteristics, uncertainties and major risk exposure or adverse conditions outweigh them.

5528392_1 Ratings Amended May 21, 2018

Overview for City of Los Angeles JLMBC May 31, 2018

Employee Assistance & WorkLife Program

2

Margaret Kelly National Vice President Employer Government, Education & Labor Optum

Introductions

Jennifer Schlecht Senior Strategic Client Executive Employer Government, Education & Labor Optum

Steven Kruse EAP/WorkLife Subject Matter Expert Optum

Attachment B

3

Our discussion today

1 2 3

Overview of Optum’s EAP/WL program

Share how our innovative approaches can support your goals

Demo of award winning www.liveandworkwell.com site

Attachment B

http://www.liveandworkwell.com/

Confidential property of Optum. Do not distribute or reproduce without express permission from Optum.

San Francisco, CA

Portland, OR

Minneapolis, MN

Philadelphia, PA

San Antonio, TX

San Diego, CA

7staff operation hubs

38years’ experience in U.S.

127,000 U.S. EAP providers

39 MM individuals covered

The Optum EAP solution footprint

4

Atlanta, GA

Attachment B


States Counties and Cities Education/Labor Unions (Taft-Hartley Trusts)

Optum is currently partnering with and serving the employees of 12 states, 23 counties, 21 cities, 10 public university systems, 21 education associations/school district consortiums and 96 union/labor clients across the US.

Partnering with customers & agencies like YOU

Arizona California Connecticut Colorado Florida Georgia

Louisiana Nebraska Maryland Ohio Rhode Island Tennessee

• County of San Diego, CA • Montgomery County, OH • Broward County, FL • City of Austen, TX • City of Bakersfield, CA • City and County of San

Francisco

• California Schools VEBA • Unite Here Health • United Transportation

Union • IBEW Local 595 Health &

Welfare Trust • School District of Palm

Beach County • Union Benefits Trust

5

Attachment B

Confidential property of Optum. Do not distribute or reproduce without express permission from Optum. 6

Partnering with the City of Los Angeles

An EAP program that is innovative and customized to the City’s vision.

On-site promotion via:

• EAP orientation presentations• “Did You Know” events• Onsite Training program• Attendance at Health Fairs, safety

meetings and employee events(as appropriate)

Annual communications calendar customized to the City

Focus on and promotion of WorkLife services as the main point of entry into the EAP program

Re-branding to fit the feel of the LAwell program

Detailed reporting to track and measure success

A program that evolves to meet the City’s changing needs over time

Live and Work Well

Attachment B


Core Service Offering

Multiple ways to access EAP: • Face-to-Face • Telephonic EAP • Virtual Visits

• Legal and Financial Resources

• Full suite of WorkLife programs

• Onsite Training Program (250 Hours)

• Unlimited Critical Incident Response Services

• www.liveandworkwell.com plus mobile app

5 face-to-face counseling visits

per problem per year

with an Optum Network provider

7

Attachment B



An EAP that Connects the Dots

Manager, employee or extended family member contacts Optum EAP

800-000-0000 | liveandworkwell.com

Unlimited access to masters-level specialists 24/7/365

Skilled in solution-focused consultation and motivational interviewing

Immediate access to help, or referral for a face-to-face clinical consultation

Referral to attorney, financial planner, mediation specialist, or other benefit provider

24/7 Access to support

Toll-Free Accessibility

Online Access at www.liveandworkwell.com

Mobile EAP App myLiveandworkwell (click-to-call functionality)

Intake Assessment & Consultation

1

2

3 Education, Action Planning,

Resources and Referral

Average speed to answer is less than 30 seconds

Solution-focused Consultation,

Resources and Referrals

Full Benefit Exploration

WorkLife Services

Management Consultation and

Referral

Critical Incident Response Services

On-site and Virtual Training

and Development

8

Telephonic EAP

Attachment B

Hearing Betty’s childcare concerns, she is also provided a Worklife consultation to help find lower cost childcare, and get a referral to a financial coach to help with her money concerns.

As a part of the consultation, the specialist also shares some helpful articles and other content from www.liveandworkwell.com, and offers to send information to Betty for her to review at her convenience.

Betty calls her EAP toll-free number for assistance

A masters-level EAP specialist discusses Betty’s sources of stress, and together they develop a plan of action, including referral to a local counselor.

Pulling It All Together One call helps a member improve her home and worklife well-being

As a part of the follow-up offered to all EAP participants, Betty is contacted (two emails, and a call if she does not respond to the email inquiries) to understand her satisfaction with the EAP and any need for additional assistance. As a result of her expressing new financial concerns, she is connected with a financial coach for additional consultation.

After six months, Betty is much better, and is optimistic about her future. Her job situation is better, too. She gives the service a “10” on an NPS score, and talks to all of her friends about the great benefits she gets through City of Los Angeles!

Betty has been suffering from depression

after having a pre-mature birth and it has been affecting her

home and work-life, too. She’s feeling overwhelmed

at work and at home and struggling with childcare expenses.

*Stock photo used. Member name and some details changed to protect member privacy. Confidential property of Optum. Do not distribute or reproduce without express permission from Optum.

Attachment B


10 Confidential property of Optum. Do not distribute or reproduce without express permission from Optum.

Additional Resources

Financial Services Legal Services Mediation Services One telephone consultation (30–60 minutes in length) per issue per year *Does not count toward 5 EAP visit limit

One 30-minute telephone or in-person consultation per issue per year at no cost to you* Ongoing representation by an attorney at a 25% discounted rate *Does not count toward 5 EAP visit limit

One 30-minute telephone or in-person consultation per issue per year at no cost to you Ongoing representation by a mediator at a 25% discounted rate *Does not count toward 5 EAP visit limit

• Bankruptcy • Budget

management • College

funding • Debt reduction • Estate

planning

• Investment

plans • Retirement

planning • Taxes • Wage

garnishment

• Consumer issues

• Criminal matters

• Deeds • Document

preparation • IRS matters • Living wills • Power of

attorney

• Probate • Real estate

services • Separation

and divorce • State-specific

will • Traffic

matters • Trusts

Financial advice only. No referrals or recommendations are made to specific companies or programs

• Child custody

• Collections • Consumer

disputes • Contractual

disputes • Estate

settlement

• Family disputes

• Landlord and tenant disputes

• Real estate • Separation

and divorce • Small-claims

matters

Attachment B

Training/Education, Critical Incident Services, and Management Consultation

11

Attachment B


Immediate telephonic helpavailable 24/7 by specializedCIRS intake team

On-site group and individualcounseling from a nationalnetwork of more than 6,550clinicians

Follow-up consultation withmanagers within 24 hours toassess satisfaction anddetermine additional needs

Critical Incident Preparation &

Response

12

Group Education & Employer Services

Unlimited consultation withclinically-licensed managementconsultants 24/7/365

Case monitoring with customizedworkflows, if needed

Manager Toolkit available onliveandworkwell.com

Management Consultation

Customized trainingprograms can be developedfrom more than 250 options

Topics include:o Professional developmento Human

resource/workplaceconcerns and work skills

o Wellness and work-lifeseminars

o Healthy lifestyleso Life skills and challengeso Leadership certification

program

Educational Programs

Attachment B


Training and education to support your members

More than 3,400 educational seminars were conducted in 2017. The most requested topical areas were:

1. Stress management/life balance 2. Physical fitness and healthy eating 3. Avoiding burnout 4. Building resiliency

We provide education programs to engage & support your members on a wide array of topics.

• Trainings are conducted by a network of 1,650 experienced training professionals.

• Workshops and seminars use adult-learning strategies, including individual and group exercises and facilitated discussions.

• A leadership certificate training program for managers is available.

• In-person or webcast training is available.

• A dedicated team of training specialists helps with course selection based on your priorities and needs.

• Communication techniques for today’s workforce • Parenting teens • Unconscious bias • Wills and estate planning • “Take Your Children to Work Day” programs

Here’s a sampling of topics and categories we offer. There are many more!

13

Attachment B


Critical incident response services (CIRS)

14

of our clients who used our service in 2017 said they were satisfied with the timeliness of the response and the outcomes.

critical incidents each week in 2017, totaling more than 9,000 hours of on-site service. The top reasons we were called upon:

1. Grief counseling 2. Reductions in force 3. Shootings

• Specialized critical incident intake team is available by phone 24/7.

• An Optum EAP counselor manages the immediate response by phone.

• Interventions may include on-site support for employees, generally within 24-72 hours of the event, and can last days, weeks or even months as needed.

• Managers receive on-site counseling and how to provide ongoing support to employees.

• We can also assist in disaster-preparedness planning.

99%

56 We’ve helped employers cope with major events:

Boston Marathon bombings Sandy Hook school shootings Super Storm Sandy Hurricanes Harvey, Maria, Katrina Philippines and Japan tsunami, floods and earthquakes

1

1. 99.7% timeliness satisfaction and 99.4% outcome satisfaction. Baker 1/26/17

We mobilize comprehensive responses to crises wherever your employees and their loved ones are working or traveling.

Attachment B


Management consultation

• 24/7 access by phone to a team of specialists

• Consultations conducted over the phone withclinically-licensed management consultants

• Substance abuse professional services

• Unlimited consultations

• Included in all Optum EAPs without additional charge

15

We help managers and HR administrators deal effectively with workplace and employee challenges and opportunities.

Top presenting issues

in 2017 were:1.Anxiety2.Stress-related issues3.Marriage and primary

relationshipchallenges

Attachment B

WorkLife Services

16

Attachment B

Adult / Elder Services PLUS

Child / Parenting Services PLUS

Convenience Services

Chronic Condition Support

Life Learning

Suite of integrated WorkLife services

17

Attachment B

Digital EAP Services

18

Attachment B


liveandworkwell.com Self-help programs and tools • Cognitive therapy-based programs • Self-assessments with immediate feedback • Quick-search databases • Caring eCards • Financial tools and legal templates

Educational information • Over 100 specially-designed ‘Centers ‘to address all

aspects of life • More than 5,000 clinician-reviewed articles, discussion

boards, videos, webinars & newsletters in English and Spanish

• Kid and teen wellness-related tools, articles, stories, movies and games

Access to professional services • Clinician search tool (web and mobile) • Benefit coverage toolkit • Legal and financial consultation

URAC accredited and global • 1 of only 10 URAC accredited health websites and the

only accredited behavioral site • Global versions available in sixteen languages

• Your logo • Dedicated phone number • Welcome message • Benefits and programs • Admin toolbox for HR team

Highly customizable EAP/WorkLife portal

Guest pass code: https://www.liveandworkwell.com/default.asp?programPIN=OHdemoint

19

Attachment B

https://www.liveandworkwell.com/default.asp?programPIN=OHdemoint

Monthly eNewsletter

• Dynamic, Interactive, Engaging, Customized Digital Delivery • Monthly release with real-time updates possible • Launched 1/1/17 in English, Spanish version available 1/1/18 • Single page simplicity • Interactive engagement via polling, video, deeplink to LAWW and article choice • Tie in to google analytics and client level reporting in real-time • Mobile responsive design compatible with the redesigned LAWW site • WCAG 2.0 accessible

20

Attachment B


Innovative digital engagement tools

myLiveandworkwell EAP mobile app • Confidential, ready access to EAP on-the-go • Drives utilization and awareness • Meets people where they are, when they want it • Customer-specific content and phone number

EAP promotional content features the new app

Entire family enjoys instant access to help!

Employer promotes availability of the app

Downloaded from Apple & Google Play app stores

• Click to call • Request a call back • Look up available EAP benefits • Conduct a provider search • Request an authorization for counseling • Access liveandworkwell.com content

21

Attachment B

© 2018 Optum, Inc. All rights reserved.

Online: NEW virtual visits tab to search for

providers.

Member selects a virtual visit provider. Member follows instructions from

provider on day of appointment to initiate session.

Member obtains an EAP authorization, calling EAP or online

Member views provider schedule online

to set appointment.

1

2 Phone: Member calls the EAP to conduct a virtual

visit provider search.

OR virtual visits

A network of 4,000 providers offer more service delivery options and convenience.

Virtual visit session occurs.

Virtual Visits

Roughly 350 providers participate in online appointment scheduling.

22 22

Attachment B

Member Marketing

23

Attachment B

Anti-Stigma Content Strategy Through the use of consumer research, call center analytics and conversations with our Master’s-Level EAP Specialists Optum was able to identify the most relevant information to highlight within our marketing and how/where members want to consume this information. From this research we developed: • A concise content strategy to deliver an Anti-Stigma tone and focus on the

“soft services” with a helpful, supportive, conversational approach. • A very relatable True or False creative concept that plays on the theory of

debunking old wives’ tales, and highlighting real questions members have asked.

• The EAP True/False brand campaign has been awarded by the industry with multiple awards.

24

Attachment B

Multi-Modal Approach Optum’s EAP marketing communications for consumers has historically been printed and bulk shipped to the client/employer for distribution to employees. With EAP being a confidential service, Optum does not use eligibility files with member-level data, creating a barrier to message at the individual level. Our approach to our EAP brand needed to be simple to use and easily accessible for the Optum Client Service Managers to request client customizations to our e-Toolkit of materials.

• Your logo • Dedicated phone number

• Welcome message • Benefits and programs

• Admin toolbox for HR team

Highly customizable EAP/WorkLife portal

25

Attachment B

The Marketing

Posters personalized and eDelivered 26

Attachment B

Our approach achieves positive outcomes for employees while saving employers dollars.

of all presenting issues are resolved within our EAP, without referral to additional behavioral benefit services1

78%

96% 93% 97% 51% 47% are satisfied and would use our services again2

felt less worry or stress as a result of life events services2

believed they were helped by the information or services received2

decrease in days impacted by presenteeism2

decrease in days absent for members who used the EAP2

Results

27

1. 78.3% book of business resolution rates based on 2016 EAP cases, Baker. 2 . 2017 Optum EAP satisfaction and outcome survey, Baker.

Attachment B

28

Demographics in Reporting Attachment B

Appendix

29

Attachment B


WorkLife

Integrated WorkLife services

ADULT/ELDER SERVICES

CHRONIC CONDITION SUPPORT SERVICES

CHILD/PARENTING SERVICES

• Childcare • Parenting support • Child development

experts • Special needs support • Help for teens • Pregnancy services • Childbirth/Nursing

professionals • Camps • Family activities

• Adoption support

• Grand-parenting assistance

• Help for non-traditional families

• Communication training

• Pet services • Domestic relocation

• Aids to daily living • Medical suppliers • Food/nutrition assistance • Self-care tools • Travel assistance • Social services

• Home health care • Mail-order pharmacies • Medical alert systems • Special housing • Help with work issues • Assistive technology

• Financial planning • Retirement planning • Legal services • Housing assistance • Support services • Insurance information

• Respite care • Medicare/

Medicaid support • Transportation • Long-distance caregiving • Aids to daily living

CONVENIENCE SERVICES

• Household needs • Personal issues • Recreational activities • Shopping • Entertainment

• Dining • Nightlife options • Education • Health and wellness

LIFE LEARNING

• School issues • Special education

resources • College selection • Financial aid assistance • Alternative

education programs • Community

education programs

• Career consulting • Adult education classes • Enrichment classes • Lectures • Music, dance, art and

craft classes • Online learning

We refer members to pre-screened and verified community resources and referrals

Saving time: One call handles it all

Attachment B


Integrated WorkLife services

• Access to professional mediators

• Free 30-minute consultation per issue

• Ongoing representation at 25% discounted rate

• Divorce/separation • Child custody • Estate settlement

• Family disputes

• Real estate • Landlord/tenant

disputes • Small claims matters • Consumer disputes • Contractual disputes • Collections

• Access to credentialed financial professionals

• Free 30–60-minute telephonic consultation per issue

• Investment plans • Estate planning • Debt reduction

• Retirement planning

• Budget management • Bankruptcy • Wage garnishments • IRAs • Taxes • College funding

• Access to licensed, state-specific attorneys

• Free 30-minute telephone or in-person consultation per issue

• Ongoing attorney representation at a 25% discounted rate

• State-specific wills • Deeds • Document preparation • Probate matters

• Divorce • Consumer issues • Criminal matters • Real estate services • IRS matters • Trusts • Living wills • Power of attorney • Separation • Traffic matters

• 12-step programs • Support groups • Self-help groups • AIDS-related assistance • Community mental

health agencies

• United Way agencies

• Battered women’s shelters

• Family services agencies • Child abuse services

WorkLife

We refer members to pre-screened and verified community resources and referrals

Saving time: One call handles it all

LEGAL SERVICES

FINANCIAL SERVICES

MEDIATION SERVICES

COMMUNITY RESOURCE REFERRALS

Attachment B

Marketing Samples

3

Attachment B

Flyers personalized and eDelivered

The Marketing

33

Attachment B

The Marketing

Emails personalized and delivered in Html or OFT formats 34

Attachment B

Wallet Card

Banner Ad

Brochure

The Marketing

Tri-Fold Brochure with tear-off wallet cards personalized, printed and drop shipped for client to distribute during the first year of implementation.

Wallet Cards personalized, printed and shipped for 15% of total population Banner ad personalized and formatted for client intranet 35

Attachment B

4 Postcards and 4 Bi-Fold Mailers were created to meet the client product configuration needs, all with areas to allow for client specific customization, offered as a buy-up to client

Bi-Fold Mailer

Post Card

The Marketing

36

Attachment B

37

Sample of Logo on www.liveandworkwell.com

Attachment B

Sample Report

38

Attachment B

Reporting Period and Date Range: 1/1/2017 - 3/31/2018

Attachment B

Covered 58,850 employees in 2018

EAP was accessed 417 times (annual rate of 2.8%)

Optum services were engaged 1,554 times across the organization (10.6%)

The top 3 Presenting Issues this year are:Anxiety / Worry,Family Issues andBenefits Information Only

The top 3 Presenting Issues last year were:Anxiety,Benefits Info andMarital/Primary Relationships

The top 3 Presenting Issues across the book of business are:Anxiety,Depression andMarital/Primary Relationships

C u s t o m e r N a m e

Attachment B

Core Utilization

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0.0%

1.0%

2.0%

Core Utilization %

2.8%

1.9% 2.0%1.9%

2.8%

Core Utilization over time

Label % represents total core utilization for all EAP cases

Event TypeManagement Referral

Management Consultation

Worklife

EAP

Year Quarter OrMonth

CoreUtilization

% Headcount

Total EAPCases

EAP Cases WorklifeCases

Mgt ConstCases

MgtReferralCases

Uniqueusers

2017 Q1 2017

Q2 2017

Q3 2017

Q4 2017

2018 Q1 2018

248

254

252

350

1

2

0

0

5

1

1

1

7

10

8

7

259

262

260

375

272

275

269

383

57,796

55,138

55,297

55,324

1.9%

2.0%

1.9%

2.8%

38531740641758,8502.8%

Reporting Period

Year Core

Utilization%

HeadcountTotal EAPCases

EAP Cases WorklifeCases

Mgt ConstCases

MgtReferralCases

Uniqueusers

2017

2018 385

1,007

3

3

1

8

7

32

406

1,156

417

1,199

58,850

55,889

2.8%

2.1%

Year to Date

YTD:Core Utilization

2.8%

BOB Core Utilization

6.2%EAP Cases

406

Worklife Cases

7

Mgt Consult

1

Mgt Referral

3

EAP Core Indicators Cu s t o m e r N a m e

Attachment B

Total Engagement

Year Quarter OrMonth

TotalEngag. %

Headcount TotalEngag.

Total EAPCases

TrainingParticipants

CIRSParticipants

LWW WebVisitorSessions

DigitalEngag. Hub

2017 Q1 2017

Q2 2017

Q3 2017

Q4 2017

2018 Q1 2018

0

0

0

0

374

424

333

361

3

0

5

0

293

235

468

366

272

275

269

383

942

934

1,075

1,110

57,796

55,138

55,297

55,324

6.5%

6.8%

7.8%

8.0%

037307644171,55458,85010.6%

Reporting Period

Year TotalEngag. %

Headcount TotalEngag.

Total EAPCases

TrainingParticipants

CIRSParticipants

LWW WebVisitorSessions

DigitalEngag. Hub

2017

2018 0

0

373

1,492

0

8

764

1,362

417

1,199

1,554

4,061

58,850

55,889

10.6%

7.3%

Year to Date

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0.0%

5.0%

10.0%

Total Engagement %

8.0% 7.8%

6.8% 6.5%

10.6%

Total Engagement over time

Label % represents total engagement for all cases

Total Engagement BreakdownTotal EAP Cases

CIRS

Live and Work Well

Training

YTD:Total Engagement

10.6%

BOB Total Engagement

18.6%

Training Hours Used

78

CIRS hours used

2LiveandWorkWell

373

Digital Eng. Hub

0

Total Engagement Core Indicators Cu s t o m e r n a m e

Attachment B

YTD EAP cases by State

406

EAP Cases(where at least 10 cases have happened year to date)

400# of Cases

MemberState

EAP Cases Worklife Cases Total EAP Cases

CA 4067399

EAP Cases Location Cu s t o m e r N a m e

Attachment B


2.8%

YTD EAP Case Utilization

2.8%

EAP BOB Utilization

5.8%

EAP Case Utilization %

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0%

1%

2%

EAP Case Utilization

1.9%

1.9%

2.7%

1.8%

2.8%

EAP Case Utilization over time

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0%

2%

4%

6%

EAP BOB Utilization

4.9%

5.7%

4.4%4.3%

5.9%

BOB EAP Case Utilization over time

2017 2018

YTD EAP Case Utilization 2.8%2.1%

YTD EAP Case Utilization

2017 2018

EAP BOB Utilization 5.8%4.8%

YTD BOB EAP Case Utilization

Service 2018

0 50 100 150 200 250 300 350 400

EAP Cases

0 50 100 150 200 250 300 350 400

EAP Cases last quarter

EAP

FBE Referral

Live And Work Well

Legal Services - CLC

Financial Service - CLC

Solution Focused Consultation

Information Only

Telephonic EAP

WorkLife Phone Resources

387

56

29

21

6

6

1

1

1

387

56

29

21

6

6

1

1

1

Top 20 EAP Case Services

EAP Case Utilization Cu s t o m e r N a m e

Attachment B


2.8%

YTD Worklife Case Utilization

0.0%

Worklife BOB Utilization

0.2%

Worklife Case Utilization by Services

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0.0%Worklife Case Utilization

0.1%

0.1%

0.1% 0.0%0.0%

Worklife Case Utilization over time

2017 2018

Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018

0.0%

0.1%

0.2%

WL BOB Utilization

0.2%0.2%

0.3%0.2%

0.2%

BOB Worklife Case Utilization over time

Worklife Case Utilization %

2017 2018

YTD Worklife Case Utilization 0.0%0.1%

YTD Worklife Utilization

2017 2018

Worklife BOB Utilization 0.2%0.2%

YTD BOB Worklife Case Utilization

Service 2018

0 1 2 3 4 5 6

Worklife Cases

0 1 2 3 4 5 6

Worklife Cases last quarter

Adult/Elder Support Services

Child/Parenting Support Services

5

2

5

2

Worklife Utilization over time

Worklife Case Utilization Cu s t o m e r N a m e

Attachment B

Management Consult Description

Mgt Const Cases

2017 2018

% of Total

2017 2018

CISM

Inappropriate Workplace Behavior

Other

Personal Issues

Work Performance

Grand Total

1

1

1

2

6 1

13%

13%

13%

25%

75% 100%

8 1 100% 100%

Management Consultation Services by Year

Q1 Q2 Q3 Q4

0

2

4

6

Mgt Const Cases

1

5

111

Management Consultation Services by Quarter

Year 20182017

Management Referral Services

Referral Type

Mgt Referral Cases

2017 2018

Percent of Total

2017 2018

Mandatory

SAP-DOT

Special Handling 1

1

1

1

1

1

33%

33%

33%

33%

33%

33%

Management Referral Services by Year

Q1 Q3 Q4

0

1

2

3

4

Mgt Referral Cases

3

1

2

Management Referral Services by Quarter

Year 20182017

Management Services Cu s t o m e r N a m e


2.8%

YTD Management Consultation %

0.01%

YTD Management Referral %

0.02%

BOB YTD Management Consultation %

0.08%

BOB YTD Management Referral %

0.07%

Management Consultation Services

Attachment B


10.6%

YTD Training Engagement

5.2%

YTD CIRS Engagement

0.0%CIRS hours used

2

Training Hours Used

78

Q1 Q2 Q3 Q4

0

200

400

600

800

Training Participants

764

366293

468

235

Training Participants by Quarter

Q1 Q2 Q3 Q4

0

2

4

6

CIRS Participants

0

3

5

0

0

CIRS Participants by Quarter

Year 20182017

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% 105%

CIRS

Training Onsite Training

1.3%

98.7%

YTD Onsite Activities

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Why Diets Don't Work

Getting started

Grief 25.0%

50.0%

25.0%

YTD Top Onsite Service Topics

CIRS Training

CIRS and Training Services Cu s t o m e r N a m e

Attachment B

Visitor Sessions

Material Access

Find Resources

373

296

178

LiveandWorkWell Activity YTD

Date

2017 2018

January February March April May June July August September October November December January February

0

50

100

150

200 194

121

128

115

137

108

166

97

87

93

156

90

182191

Visitor Sessions by Month

LiveandWorkWell Cu s t o m e r N a m e


10.6%

YTD LiveandWorkWell Utilization

2.5%

BOB LiveandWorkWell Utilization

11.7%

Total Count of Visit Sessions

373

Year 20182017

Attachment B

Description Q1 Grand Total

Anxiety / Worry

Family Issues

Benefits Information Only

Depression

Marital / Primary Relationship

Legal

Not enough information available

Emotional

Grief & Loss

Workplace Issues - Job Stress

Relationship - Other Issues

Work / Life Management

Divorce

Life Transitions

Mental Illness - Other Issues

Anger Management / Conduct

Parenting & Child Development

Eldercare

Post Traumatic Stress

Medical - Self

Grand Total 376

2

3

3

6

6

7

7

10

13

13

14

14

14

15

30

41

42

44

53

69

376

2

3

3

6

6

7

7

10

13

13

14

14

14

15

30

41

42

44

53

69

YTD Presenting Issues by Quarter

Description

0 20 40 60 80 100 120 140

Cases

Anxiety / Worry

Benefits Information Only

Family Issues

Marital / Primary Relationship

Depression

Legal

Grief & Loss

Relationship - Other Issues

Divorce

Emotional

Workplace Issues - Job Stress

Not enough information available

Work / Life Management

Parenting & Child Development

Life Transitions

Teen / Adolescent Issues

Attention Deficit Disorder

Mental Illness - Other Issues

Anger Management / Conduct

Financial - Planning

▼

▼

▲

▼

▲

▲

▼

▼

▼

▲

▲

▲

▲

▼

▲

▼

▼

▲

▲

▲

16.7%

10.7%

12.8%

10.2%

17.8%

15.4%

11.3%

11.3% 9.9%

7.3%

3.4%

3.1%

2.4%

3.4%

3.4%

3.6%

3.1%

7.3%

5.8%

4.2%

4.5%

4.2%

3.1%

3.1%

2.4%

Top 20 Presenting Issues YTD

Year 20182017

2017 2018

Adult/Elder Child/Parenting Work/LifeManagement

Education/Career ConvenienceServices

Adult/Elder Child/Parenting Work/LifeManagement

Education/Career ConvenienceServices

0%

20%

40%

% of Cases

47%

33%

20%

2% 2%

32%

25%

33%

13%

3%

YTD Priority Presenting Category Totals

Presenting Issues Cu s t o m e r N a m e

Attachment B

Presenting Issues Details Cu s t o m e r N a m e

Quarter Q1

Parenting & ChildDevelopment

Teen / Adolescent IssuesAttention DeficitDisorder

Childcare

Q1 2018 Q1 2018 Q1 2018 Q1 2018

0%

10%

20%

30%

40%

% of Child/Parenting Issues

YTD Child/Parenting Issues

Grief & Loss EldercareAdult/Elder In Home

CareCaregiver Issues Elder Care Facilities

Q1 2018 Q1 2018 Q1 2018 Q1 2018 Q1 2018

0%

20%

40%

60%

% ofAdult/Elder Issues

YTD Adult/Elder

Work / Life Management Life Transitions

Q1 2018 Q1 2018

0%

20%

40%

60%

% of Work/Life Mgt Issues

YTD Work/Life Management

Education - School Issues (P-12) Career Planning Learning Difficulties

Q1 2018 Q1 2018 Q1 2018

0%

20%

40%

60%

% of Education/Career Issues

YTD Education/Career

Personal / H..

Q1 2018

0%

50%

100%

% of Convenience Is..

YTD ConvenienceServices

Attachment B

Year

2017 2018

Other

Previous Use of Benefit

EAP On-site

Human Resources

Family Member

Employer Website

Medical / MH Provider

Allina Health Be Fit Well-being

Co-worker

Online Resource Direct Request

UBH Website

Supervisor / Manager

WorkLife

Literature / Poster

Union

Home Mailing

Medical Department

Allina Health Be the Change

Aon Medical Aetna

Aon Medical Kaiser

BCBS of TN

Healthways TN

Optum Staff

Training Session

40.6%

22.3%

8.6%

7.5%

5.2%

4.9%

2.6%

1.9%

1.6%

1.2%

0.4%

0.8%

0.8%

0.7%

0.3%

0.2%

0.2%

0.1%

0.1%

0.1%

43.1%

24.9%

6.5%

6.5%

5.6%

4.6%

1.5%

0.7%

1.7%

1.2%

1.7%

0.2%

0.2%

0.5%

0.2%

0.2%

0.2%

0.2%

How Employees Learned about Services (YTD)

Year 20182017

Information Source Cu s t o m e r N a m e

Attachment B

Dependent

0% 10% 20% 30% 40% 50% 60% 70% 80%

Employee

Spouse

Dependent

70.2%

10.9%

18.9%

YTD EAP and Worklife Cases by Employee Relationship Dependent

0% 10% 20% 30% 40% 50% 60% 70%

Employee

Spouse

Dependent

67.1%

11.5%

21.5%

YTD EAP and Worklife BOB Cases by Employee Relationship

Male Female

0%

20%

40%

60%

80%

29.1%

70.9%

YTD EAP and Worklife Cases by Gender

Male Female

0%

20%

40%

60%

39.6%

60.4%

YTD EAP and Worklife BOB Cases by Gender

Demographics Cu s t o m e r N a m e

Age range

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Under 20

20 to 34

35 to 49

50 to 65

Over 65

15.0%

13.6%

40.4%

27.8%

3.1%

YTD EAP and Worklife Cases by Age Age range

0% 5% 10% 15% 20% 25% 30% 35%

Under 20

20 to 34

35 to 49

50 to 65

Over 65

16.3%

26.0%

32.8%

23.0%

1.9%

YTD EAP and Worklife BOB Cases by Age

Attachment B

EAP Visits per Member Cu s t o m e r N a m e

1 2 3 4 5 6 7 8 9 or More

2017 2018 2017 2018 2017 2018 2017 2018 2017 2018 2017 2018 2017 2018 2017 2018 2017 2018

0%

5%

10%

15%

20%

25%

30%

Percentage of Total

22.5%

14.7%

19.2%

14.5%

10.5%

13.1%

10.5%11.4%

26.1%

31.8%

1.8%2.9%

1.8%2.7%

1.4%1.6%

6.2%7.3%

% EAP Visits per Member per Year

Year 20182017

EAP Visits Per Member are only available when there are at least 5,000 covered employees

Attachment B

Optum Recommendations

May is Mental Health Month. Please consider promoting the EAP benefits in your communications to your members at this time. Pleasecontact your Client Executive for assistance in developing a communication strategy.

Summer is just around the corner. Optum’s WorkLife benefit can help your members find the best summer camps for their children thissummer. If you don’t have the WorkLife benefit, contact your Client Executive for more information.

Feeling stressed! Take a look at Liveandworkwell.com for helpful hints in dealing with stress.

Recommendations Cu s t o m e r N a m e

Attachment B

Optum EAP Book of Business Client Satisfaction Results Cu s t o m e r N a m e

Calls were answered in a reasonable time.

The staff was helpful.

My contact helped me (and/or my family) feel less stress orworry.

I have seen improvement in myself (and/or my family).

The information and resources I received were useful.

How did the help you received compare to your expectations?

If the need arose, I would use services again.

90.6%

91.1%

91.3%

91.8%

94.5%

96.2%

96.8%

Client Satisfaction Survey Results

NPS Score

70

Customer Training Satisfaction

91.0%

CIRS Satisfaction

97.0%

Management Consultation Services Satisfaction

95.0%

NPS Definition:

NPS or Net Promoter Score is a standard metric used across industries to measure "Loyalty"that exists between a company and end users.

NPS is calculated by asking one simple question: "How likely is it that you would recommendOptum EAP to a friend or colleague"

Responses are captured on a scale of 0 - 10 with any score of 6 or below considered aDetractors, scores of 7 or 8 are considered Passives and those who provide a score of 9-10 areconsidered Promoters. The NPS score provided above is the % Promoters - % of Detractors.

Due to how it is calculated, the NPS can range from -100 to 100.

Attachment B

# of Hours Employees attended

1/9/2018 CA Lightening your life with laughter Training

1/10/2018 CA Assertive communication Training

Dealing with conflict for employees Training

Food in the fast lane Training

1/16/2018 CA Health and wellbeing in the workplace Training

Relaxation Training

1/18/2018 CA Building customer satisfaction Training

1/19/2018 CA Diversity in the workplace Training

Preventing sexual harassment for employee Training

1/22/2018 CA Substance abuse in the workplace for managers Training

1/23/2018 CA Avoiding burnout Training

Compassion fatigue Training

Stress and life balance Training

1/24/2018 CA Compassion fatigue Training



Managing strong emotions for employees Training


1/26/2018 CA Collaborative customer service Training

Compassion fatigue Training

Emotional Intelligence Training

Fostering inclusion in the workplace Training

Managing Stress for Success Training

Motivate recognize and energize employees Training


Unconscious bias Training

751

321

271

451

81

81

261

131

131

132

91

81

82

152

173

141

81

122

152

121

722

182

202

2

121

Training and CIRS Services Appendix

Attachment B

# of Hours Employees attended

1/26/2018 CAStress and life balance Training

Unconscious bias Training



1/30/2018 CA Grief CIRS


Science of goal setting Training


Science of goal setting Training

2/6/2018 CA Meeting the challenge of the difficult customer Training

2/14/2018 CA Getting started Training

2/20/2018 CA Respect and positive interaction in the workpl.. Training

2/21/2018 CA Dealing with negativity in the workplace Training

Stress management 101 Training

Wellness and you Training

2/22/2018 CA Managing priorities to maximize your day Training

2/23/2018 CA Five Buckets Principle Training

Improving communication skills for employees Training

Why Diets Dont Work Training

2/28/2018 CA Why Diets Dont Work Training

3/9/2018 CA Healthy Food on a Budget Training

3/14/2018 CA Stress management 101 Training

3/15/2018 CA Life in todays uncertain times Training

Lightening your life with laughter Training

3/16/2018 CA Health and wellbeing in the workplace Training

Life in todays uncertain times Training

Building customer satisfaction Training

482

201

141

2

61

61

121

81

231

81

92

201

1

41

421

31

292

81

41

1

1

2

1

1

1


Attachment B

# of Hours Employees attended3/16/2018 CA Life in todays uncertain times Training


Business etiquette Training

Communication skills for the workplace Training

Creating positive work environments Training

Managing priorities to maximize your day Training

3/20/2018 CA Stress management 101 Training


Collaborative customer service Training

Lightening your life with laughter Training

Managing customer expectations Training

3/23/2018 CA Natural energy boosters Training

3/26/2018 CA Respect and positive interaction in the workpl.. Training

3

3

4

1

3

1

0

0

1

1

1

0


Attachment B

Glossary Cu s t o m e r N a m e

Core Utilization % - Annualized Utilization % of core EAP Services including: EAP cases, WorkLife cases (if applicable), Management Consultations, and Management Referral cases.

Total Engagement % - Annualized Utilization % of all touchpoints with Optum EAP including: Total EAP cases used to make up Core Utilization as well as Live and Work Well visitor sessions,Digital Engagement Hub sessions, Training attendees and Critical Incident attendees.

EAP Case - When a participant accesses EAP benefits, we create a case specific to that participant and the issues they are currently experiencing.

Worklife Case - When a participant accesses Worklife benefits, we create a case specific to that participant and the issues they are currently experiencing.

Management ReferralThis is when a manager or supervisor calls a Management Consultant and discusses an issue regarding an employee or other work-related issue.This is when a manager works with a Management Consultant to make EAP visits part of a formal performance improvement plan for a specific employee. Special Handling will no longer beincluded in the management Referral count. Categories included are: Mandatory, MandatorySAP, FFD, Mandatory NRC, SAPDOT, and SAPFAA.

Management Consultations - This is when a manager or supervisor calls a Management Consultant and discusses an issue regarding an employee or other work-related issue.

BOB or Book of Business – The overall value for all Optum customers receiving service

Services - Services are distinct categories of assistance we provide participants when they access their EAP benefits. One case may account for multiple services. Services are counted in eachquarter between the quarter the case was opened and the quarter it was updated. The information for services excludes web visits.

Unique Users - Count of members who received services.

Web Visitor Sessions - Measures an individual session to the website only once per website visit, and is captured by the organization PIN number.

List of referral sources - Self, Family, Employer, Medical / MH Provider, Union, Other, EAP, WorkLife, Nurseline, Health Insurance Carrier, Pharmacy, Wellness/HRA Program, Medical Disability,Medical Disease Management, Depression Management, LifeSolutions.

Educational Materials - An article or packet of articles, pamphlets, tips sheets or booklets sent to the member via email or regular mail to provide information and education in support of themember's presenting needs. This does not include articles/materials that a member accessed on his/her own on Liveandworkwell.com.

Data Privacy Standard - Reporting is only available for organizations that have at least 100 headcount. Additionally each identifiable cohort must have at least 10 case respondents to view theresults.

Attachment B

joint labor-management benefits committee (jlmbc) · an unlimited number of cisd incidents with a...

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