The contractor must demonstrate capability to operate a 24/7/365 toll-free intake hotline and online support, and provide timely referrals to qualified local providers within 60 miles of employee duty locations or homes of record throughout Illinois. Services also include up to five counseling/coaching sessions per issue per employee, delivered by experienced licensed counselors with no extra billing. Quarterly usage and tracking reports must be delivered to the COR within 30 calendar days of quarter end.