Objectives

The primary objective of this tender is to appoint a service provider to deliver a comprehensive, confidential, and integrated Employee Assistance Programme (EAP) for Eskom employees, their immediate families, learners, apprentices, graduates-in-training, and contractors. The programme aims to support employees affected by critical incidents through psychosocial, emotional, legal, financial, and organisational support, as well as trauma response, wellness initiatives, and capacity building for managers.

Scope

The scope of the tender includes:

• Provision of accessible counselling, advice, and psychosocial information via multiple channels (in-person, telephonic, virtual, mobile app).
• Establishment and management of a fully operational call centre with multi-channel support (SMS, WhatsApp, email, toll-free hotline, callback system).
• Delivery of clinical counselling services covering emotional, psychological, behavioural, financial, legal, career, personal, and family issues.
• Provision of trauma and critical incident response, on-site support, and timely intervention (24-48 hours response time).
• Managerial consultancy, training, and formal referral processes for psychosocial support.
• Development and implementation of preventative wellness initiatives and participation in organisational wellness activities.
• Development and execution of marketing and communication strategies to promote EAP services.
• Implementation of a key account management framework with regular reporting, monitoring, and continuous improvement.
• Provision of comprehensive reporting and analysis on service utilization, outcomes, and organisational risks.

Technical Requirements

The technical requirements for the tender include:

• Establishment of a robust call centre infrastructure or virtual system with sufficient capacity and multi-channel communication facilities.
• Availability of a 24/7 toll-free hotline with call-back guarantees and trained, qualified staff (including clinical psychologists, social workers, registered counsellors).
• Provision of a secure mobile application platform for employee engagement and ongoing communication.
• On-site support at employer-designated sites for a minimum of four hours per site per week.
• Delivery of a full spectrum of clinical counselling services, trauma response, and crisis management.
• Development of preventative wellness initiatives aligned with organisational needs.
• Effective marketing, communication, and promotional activities to ensure high visibility and utilisation of services.
• Structured key account management with regular training, reporting, and continuous improvement processes.
• Compliance with data protection, privacy, and governance standards, ensuring confidentiality and security of employee data.

Skills Requirements

The skills and professional qualifications required include:

• All professionals involved must be registered with the Health Professions Council of South Africa (HPCSA) and the South African Social Service Professionals (SACSSP), with 100% compliance required.
• Provision of evidence such as valid registration certificates and signed employment or service contracts.
• Experienced call centre staff trained in confidential, ethical guidance, triage, and referral processes.
• Qualified clinical psychologists, social workers, and registered counsellors with relevant expertise in trauma, mental health, and organisational support.
• Capability to deliver training sessions, conflict mediation, and managerial support with trained practitioners.
• Strong project management, reporting, and communication skills to coordinate services across multiple levels and regions.
• Ability to develop and implement wellness initiatives, marketing strategies, and continuous professional development activities.