121962 O3 Coast Professional Inc Confidential.pdf

ST

June 26, 2025

Mr. Kyle McConnell

The State of Nebraska, Department of Labor

550 South 16th Street

Lincoln, NE 68508

Dear Mr. McConnell, Re: Exemption from Disclosure

In submitting our proposal, Coast Professional, Inc. (Coast) has deemed four (4) required items to be protected records under Nebraska Revised Statute§ 84-712.05 that are confidential and proprietary in nature, subject to a claim of business confidentiality:

1. Coast's audited financial statements in Exhibit I: Financial Statements

2. Banking reference in Exhibit II: Banking Reference

3. Coast's similar project references under Section h. Summary of Bidder's Corporate Experience

4. Key personnel references under Section i. Summary of Bidder's Proposed

Personnel/Management Approach

The above information is not considered public knowledge, nor is it available to the public. This information constitutes trade secrets and protects commercial information, and as a result, this item is not required to be open or disclosed under Nebraska Revised Statute§ 84-712.05(3).

Our audited financial statements derive economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain economic value from its disclosure or use.

Coast's banking reference, similar project references, and its key personnel references contain sensitive and personal information which is not intended for public disclosure. Additionally, such information may be proprietary to the organization's internal decision-making and should be safeguarded to prevent misuse or unauthorized access.

Coast appreciates the opportunity to provide references in a confidential manner. We understand that the

State of Nebraska is subject to Nebraska Revised Statute§ 84-602.04 and has sole discretion to determine if the information identified in our request is exempt from disclosure.

Should you have any questions regarding our request for the confidential treatment of the aforementioned material, please reach out to proposals@coastprofessional.com.

Sincerely, General Counsel/Chief Compliance Officer 4273 Volunteer Road I Geneseo, NY 14454

T: 800.231.0225 I www.coastprofessional.com

Submitted by:

Kimberly Perry Director of Business Development Coast Professional, Inc.

4273 Volunteer Road Geneseo, NY 14454

(585) 991-2133 kperry@coastprofessional.com

Submitted to:

Mr. Kyle McConnell The State of Nebraska, Department of Labor 550 South 16th Street Lincoln, NE 68508

(402) 471-9944 ndol.procurement@nebraska.gov

The State of Nebraska, Department of Labor

Coast Professional, Inc. Response to RFP 121962 O3 for

Services Contract

Mission Statement:

Coast Professional, Inc. is a top-performing accounts receivable management and customer support center specializing in communications for private, public, and government entities across the United States. Our mission is to perform services with the highest standards of integrity, efficiency, and ethics.

We develop rapport with companies and consumers, create long-term relationships with clients, and improve communities through philanthropic initiatives. We further our corporate culture of compliance, customer service, and teamwork by investing in our most valuable asset: our people. We maintain a professional environment and always do what is right.

Vision Statement:

Coast strengthens relationships between consumers and our partners while empowering employees to excel.

Core Values:

In all decisions, actions, and outcomes, Coast’s guiding principle is to do what is right. We believe in:

• Community: Volunteer efforts and philanthropic initiatives are essential to the improvement of our communities.

• Compliance: Strict compliance with applicable laws and regulations is an absolute requirement in all aspects of our business.

• Influence: Our efforts make a positive impact on consumers, clients, employees, and our local communities.

• Integrity: Fair, proper, credible, and honest communication is required in every interaction.

• People: Hiring competent individuals and providing them with support and advancement opportunities improves our organization.

• Performance: Our technology advancements, compliance initiatives, and experience makes us an industry leader.

• Perseverance: Our company stability and longevity requires adaptability, agility, grit, and decisiveness.

• Respect: People deserve to be treated with respect, professionalism, and responsiveness.

• Trust: Preserving the integrity and the reputation of the partners we serve is of the utmost importance.

Coast is proud of our employees. Coast is proud of our accomplishments. Coast is proud of what we do.

Equal Opportunity Employer Coast Professional, Inc. is an equal opportunity employer and federal contractor or subcontractor. Consequently, the parties agree that, as applicable, they will abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a) and that these laws are incorporated herein by reference. These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities. These regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment and otherwise treat qualified individuals without discrimination based on their status as a protected veteran or individual with a disability. The parties also agree that, as applicable, they will abide by the requirements of Executive Order 13496 (29 CFR Part 471, Appendix A to Subpart A), relating to the notice of employee rights under federal labor laws.

June 26, 2025

Mr. Kyle McConnell The State of Nebraska, Department of Labor 550 South 16th Street Lincoln, NE 68508

Dear Mr. McConnell:

Coast Professional, Inc. (Coast) is honored to submit our proposal in response to RFP 121962 O3 for Request for Proposal for Services Contract, issued by The State of Nebraska, Department of Labor (the State). We appreciate the opportunity to present our capabilities, and we are confident that Coast is well-positioned to meet and exceed your expectations.

With more than 49 years of experience in business process outsourcing (BPO) and call center operations, Coast has earned a reputation for delivering reliable, high-quality services. Our extensive experience working with both public and private sector clients, including federal agencies such as the Department of Education, Federal Student Aid (FSA) and the Internal Revenue Service (IRS), has provided us with the expertise to consistently deliver dependable, empathetic support.

We understand the importance of providing prompt, accurate, and compassionate service to your claimants. Coast’s team, resources, and technology are equipped to deliver seamless service to the State’s callers, ensuring a positive experience for every interaction. Additionally, our expertise in managing full-service call center services will ensure that every caller receives the support they need in a timely and professional manner.

We are committed to providing a solution that is not only tailored to meet the State’s specific needs but also designed to exceed your service expectations. Coast takes pride in our ability to adapt and deliver results, and we are confident that our partnership will help the State maintain the highest level of caller satisfaction.

If you have any questions or would like further information regarding our proposal, please feel free to reach out to Director of Business Development Kimberly Perry at (585) 991-2133 or via email at kperry@coastprofessional.com.

On behalf of the entire Coast Team, thank you for this opportunity.

Sincerely, Jonathan Prince Chief Executive Officer

Coast Professional, Inc. Response to Request for Proposal for Services Contract for The State of Nebraska, Department of Labor

June 27, 2025

Table of Contents, Page 1

TABLE OF CONTENTS

A. SOLICITATION RESPONSE SUBMISSION

1. CORPORATE OVERVIEW

a. BIDDER IDENTIFICATION AND INFORMATION

b. FINANCIAL STATEMENTS

c. CHANGE OF OWNERSHIP

d. OFFICE LOCATION

e. RELATIONSHIPS WITH THE STATE

f. BIDDER’S EMPLOYEE RELATIONS TO STATE

g. CONTRACT PERFORMANCE

h. SUMMARY OF BIDDER’S CORPORATE EXPERIENCE

i. SUMMARY OF BIDDER’S PROPOSED PERSONNEL/MANAGEMENT APPROACH

j. SUBCONTRACTORS

II. TERMS AND CONDITIONS

III. VENDOR DUTIES

IV. PAYMENT

2. TECHNICAL RESPONSE

a. Understanding of the business requirements

b. Detailed project work plan

c. Deliverables and due dates

d. Attachment #1: Required Bidder Responses

e. Attachment #2: Cost Proposal

Contractual Agreement Form

Exhibits:

Exhibit I: Financial Statements – Confidential and Proprietary

Exhibit II: Banking Reference – Confidential and Proprietary

Exhibit III: Similar Project References – Confidential and Proprietary

Exhibit IV: Key Personnel References – Confidential and Proprietary

Exhibit V: Proposed Personnel Resumes

Exhibit VI: Deliverables and Due Dates

June 27, 2025 RFP Response Page 1

A. SOLICITATION RESPONSE SUBMISSION

1. CORPORATE OVERVIEW

The Corporate Overview section of the solicitation response should consist of the following subdivisions:

a. BIDDER IDENTIFICATION AND INFORMATION The bidder should provide the full company or corporate name, address of the company's headquarters, website, entity organization (corporation, partnership, proprietorship), state in which the bidder is incorporated or otherwise organized to do business, year in which the bidder first organized to do business and whether the name and form of organization has changed since first organized.

Full company or corporate name: Coast Professional, Inc.

Address of the company's headquarters:

4273 Volunteer Road Geneseo, NY 14454

Website: www.coastprofessional.com

Entity organization: S Corporation

State in which the bidder is incorporated or otherwise organized to do business: Nevada

Year in which the bidder first organized to do business: 1976

Whether the name and form of organization has changed since first organized:

Coast was originally formed in 1976 as LA County Professional Services, Inc. The company underwent three (3) subsequent changes, ultimately becoming Coast Professional, Inc. in 2003. We have been in continuous operation under that name since that time. Please see the history of our firm names below:

1976 – 1989 LA County Professional Services, Inc.

1989 – 1998 Coast Professional Services, Inc.

1998 – 2003 St. Clair Financial Services, Inc.

2003 – Present Coast Professional, Inc.

Coast's form of organization has not changed since the company was first organized.

June 27, 2025 RFP Response Page 2

b. FINANCIAL STATEMENTS The bidder should provide financial statements applicable to the firm. If publicly held, the bidder should provide a copy of the corporation's most recent audited financial reports and statements, and the name, address, and telephone number of the fiscally responsible representative of the bidder’s financial or banking organization.

If the bidder is not a publicly held corporation, either the reports and statements required of a publicly held corporation, or a description of the organization, including size, longevity, client base, areas of specialization and expertise, and any other pertinent information, should be submitted in such a manner that solicitation evaluators may reasonably formulate a determination about the stability and financial strength of the organization. Additionally, a non-publicly held firm should provide a banking reference.

The bidder must disclose any and all judgments, pending or expected litigation, or other real or potential financial reversals, which might materially affect the viability or stability of the organization, or state that no such condition is known to exist.

The State may elect to use a third party to conduct credit checks as part of the corporate overview evaluation.

Coast is not a publicly held corporation. We have provided the reports and statements required of a publicly held corporation in Exhibit I: Financial Statements and a banking reference in Exhibit II:

Banking Reference. Coast considers both exhibits Confidential and Proprietary and requests they be withheld from public disclosure. No known judgments, pending or expected litigation, or other real or potential financial reversals exist that might materially affect the viability or stability of Coast. Coast has read and understands that the State may elect to use a third party to conduct credit checks as part of the corporate overview evaluation, and we agree to comply.

c. CHANGE OF OWNERSHIP If any change in ownership or control of the company is anticipated during the twelve (12) months following the solicitation response due date, the bidder should describe the circumstances of such change and indicate when the change will likely occur. Any change of ownership to an awarded bidder(s) will require notification to the State.

Coast has read, understands, and agrees to comply. No change in ownership or control of the company is anticipated during the 12 months following the solicitation response due date. If that changes, Coast will notify the State, describe the circumstances of such change, and indicate when the change will likely occur.

d. OFFICE LOCATION The bidder’s office location responsible for performance pursuant to an award of a contract with the State of Nebraska should be identified.

Coast will oversee performance of this contract from its headquarters located in Geneseo, New York.

Work will be performed at one of our three (3) office locations, as shown in Figure 1 on the following page. Coast's accounting, data processing, and client service activities will take place in our West Monroe, LA office. Currently, Coast employs approximately 700 employees at three (3) call center locations and six (6) satellite office locations nationwide. Please note, Coast utilizes a network of

June 27, 2025 RFP Response Page 3 satellite offices to allow our Directors of Business Development to meet with clients across the United States. These satellite offices are solely utilized for business development purposes. No State accounts will be worked from our satellite offices.

Figure 1

Geneseo, NY Office (Company Headquarters) 4273 Volunteer Road Geneseo, NY 14454

East Aurora, NY 300 Gleed Avenue East Aurora, NY 14052

West Monroe, LA 651 Downing Pines Road West Monroe, LA 71292

e. RELATIONSHIPS WITH THE STATE The bidder should describe any dealings with the State over the previous (five) (5) years. If the organization, its predecessor, or any Party named in the bidder’s solicitation response has contracted with the State, the bidder should identify the contract number(s) and/or any other information available to identify such contract(s). If no such contracts exist, so declare.

Coast was awarded a contract by the University of Nebraska in 2023 under solicitation number 3778-23- 8015, purchase order E001045703 to provide call center services for accounts receivable management for the Department of Cashiering/Student Accounts.

June 27, 2025 RFP Response Page 4

f. BIDDER’S EMPLOYEE RELATIONS TO STATE If any Party named in the bidder’s solicitation response is or was an employee of the State within the past (twelve) (12) months, identify the individual(s) by name, State agency with whom employed, job title or position held with the State, and separation date. If no such relationship exists or has existed, so declare.

If any employee of any agency of the State of Nebraska is employed by the bidder or is a subcontractor to the bidder, as of the due date for solicitation response submission, identify all such persons by name, position held with the bidder, and position held with the State (including job title and agency). Describe the responsibilities of such persons within the proposing organization. If, after review of this information by the State, it is determined that a conflict of interest exists or may exist, the bidder may be disqualified from further consideration in this solicitation. If no such relationship exists, so declare.

Coast has read, understands, and agrees to comply. No party named in Coast's solicitation response is or was an employee of the State within the past 12 months.

g. CONTRACT PERFORMANCE If the bidder or any proposed subcontractor has had a contract terminated for default during the past (five) (5) years, all such instances must be described as required below. Termination for default is defined as a notice to stop performance delivery due to the bidder’s non-performance or poor performance, and the issue was either not litigated due to inaction on the part of the bidder or litigated and such litigation determined the bidder to be in default.

It is mandatory that the bidder submit full details of all termination for default experienced during the past (five) (5) years, including the other Party's name, address, and telephone number. The response to this section must present the bidder’s position on the matter. The State will evaluate the facts and will score the bidder’s solicitation response accordingly. If no such termination for default has been experienced by the bidder in the past (five) (5) years, so declare.

If at any time during the past (five) (5) years, the bidder has had a contract terminated for convenience, non-performance, non-allocation of funds, or any other reason, describe fully all circumstances surrounding such termination, including the name and address of the other contracting Party.

Coast has not had any contracts terminated for default during the past five (5) years. A contract with the FSA was terminated for convenience when FSA recalled all student loans from all private collection agencies in 2021. Coast demonstrated consistent success on this contract with three (3) first place finishes out of five (5) competitive review quarters which measures compliance (50%) and performance (50%).

United States Department of Education Federal Student Aid 830 First St. NE – Suite 91F3 Washington, DC 20202

June 27, 2025 RFP Response Page 5

h. SUMMARY OF BIDDER’S CORPORATE EXPERIENCE The bidder should provide a summary matrix listing the bidder’s previous projects similar to this Solicitation in size, scope, and complexity including call center services for government agencies, unemployment insurance programs or projects similar thereto. The State will use no more than three (3) narrative project descriptions submitted by the bidder during its evaluation of the solicitation response.

The bidder should provide three (3) references for call center services provided. Include contact name, phone number, email address, length of relationship, and a brief overview of the services provided. Bidder should also describe its company culture and how it aligns with this solicitation. The bidder should address the following:

i. Provide narrative descriptions to highlight the similarities between the bidder’s experience and this Solicitation. These descriptions should include:

a) The time period of the project,

b) The scheduled and actual completion dates,

c) The bidder’s responsibilities,

d) For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number, and e-mail address);

and

e) Each project description should identify whether the work was performed as the prime Vendor or as a subcontractor. If a bidder performed as the prime Vendor, the description should provide the originally scheduled completion date and budget, as well as the actual (or currently planned) completion date and actual (or currently planned) budget.

ii. Bidder and Subcontractor(s) experience should be listed separately. Narrative descriptions submitted for Subcontractors should be specifically identified as subcontractor projects.

iii. If the work was performed as a subcontractor, the narrative description should identify the same information as requested for the bidders above. In addition, subcontractors should identify what share of contract costs, project responsibilities, and time period were performed as a subcontractor.

Similar Projects and References

Coast has included a summary matrix with similar projects and references in Exhibit III: Similar Project References. We consider this information to be Confidential and Proprietary and request it be withheld from public disclosure. Narrative descriptions are below, and they include brief overviews. Coast is a prime vendor for each contract and none of them list a budgeted amount on their purchase orders.

June 27, 2025 RFP Response Page 6

State of Oregon Department of Administrative Services Narrative Description

Service Overview: Call center-based collection services for state debts

Coast has been contracted by Oregon Department of Administrative Services for the collection of delinquent debts from in-state and out-of-state taxpayers whose debts include, but are not limited to, Oregon state taxes, penalties, and interest. This business relationship began as an RFP in 2019 whereby collection agencies competed to get on an approved list for the State of Oregon. From a field of 23 competing agencies, Coast was awarded one (1) of six (6) spots on the statewide contract list. While the endorsement placed the agencies onto this coveted short list, the award itself was not a guarantee of placements. This was followed by nearly two (2) years of relationship building, after which Coast was rewarded for its diligence with not one, but two (2) contract awards. As a result, Coast is responsible for accounts receivable management (ARM) and debt collections of delinquent debts owed to both:

• Oregon Department of Revenue – Outside Agency Accounts (OAA)

• Oregon Department of Revenue – Tax Accounts

Terrebonne Parish Consolidated Government Narrative Description Service Overview: After-hours call center answering services

Coast began supporting TPCG in 2023, providing answering services during business hours, after-hours, and 24/7 on weekends and holidays. TPCG is similar in size and scope to the State and experiences surges in call volume during hurricanes, flash floods, and other local events impacting the community.

We developed a customized approach to address these challenges, improve resource allocation, and enhance after-hours response capabilities. Our skilled agents quickly evaluate calls during non-business hours and activate timely emergency responses, when necessary, efficiently prioritizing calls to identify true emergencies. Urgent matters are escalated to the appropriate authorities through a coordinated network of voice, email, and text messaging, reducing caller wait times for TPCG. Non-emergency calls are logged and attended to during regular hours, optimizing the focus of first responders. A TPCG manager shared "Coast's proactive approach has significantly enhanced our emergency response system, allowing us to better protect and serve our community."

UCPath Narrative Description

Service Overview: Call center for employee payroll overpayments

UCPath stands as the University of California's (UC) transformative initiative to consolidate and modernize its payroll, benefits, human resources, and academic personnel systems across all UC. This program went live in 2019 with a goal of creating a more sustainable and efficient integrated environment for the university system. As part of its comprehensive services, Coast is entrusted with managing both inbound and outbound communications to address and resolve issues related to payroll overpayments. This includes clarifying discrepancies, providing detailed explanations, and collaborating with employees to develop and implement effective repayment plans. Through these efforts, Coast plays a pivotal role in maintaining the financial integrity of the UCPath system and ensuring that employees are accurately compensated for their contributions.

June 27, 2025 RFP Response Page 7

Company Culture

Coast’s company culture aligns well with this solicitation because our character, integrity, reputation, judgment, experience, and efficiency uniquely position us as the ideal partner for the State. At Coast, the greatest asset is our people. The company fosters a culture of respect, collaboration, and continuous improvement, ensuring every team member is empowered to thrive both personally and professionally.

The team environment celebrates individual contributions, promotes inclusivity, and personal growth through team-building events and professional development opportunities.

Work-Life Balance: Coast’s employee retention program prioritizes a healthy work-life balance through flexible scheduling, allowing employees to balance their professional and personal commitments.

Regular employee appreciation events and tenure awards celebrate staff contributions and long-term dedication, promoting a positive and inclusive workplace culture. These initiatives are designed to enhance job satisfaction and foster a stable, motivated workforce.

Training and Career Development: Coast emphasizes the importance of training and career development as key elements of its employee retention strategy. The company offers training programs to enhance skills and knowledge, while also providing career advancement opportunities. This focus on professional growth and progression supports a dynamic work environment and helps retain top talent, contributing to the company’s overall success.

Succession Planning: The company’s succession planning strategy supports career growth and provides clear advancement pathways within the organization. By identifying and nurturing employees who align with Coast’s core values, the program ensures that key positions are filled with capable and committed individuals. This proactive approach enhances employee satisfaction and loyalty while strengthening the company’s leadership pipeline for long-term success.

Leveraging Rural Areas: Coast strategically utilizes rural locations for its offices, offering high-paying jobs and career opportunities in smaller communities. This approach supports local economic growth and fosters a loyal and stable workforce. By operating in areas with lower overhead and living costs, Coast can expand rapidly while minimizing expenses, thus enhancing its competitive advantage and employee retention.

Benefits: Coast prioritizes the well-being of employees with a benefits package that includes competitive healthcare plans, dental and vision coverage, and a 401(k)-retirement savings plan. The company is dedicated to providing resources that support a healthy and fulfilling lifestyle.

Anniversary Program: Coast's Anniversary Program honors employee dedication by recognizing significant milestones with meaningful rewards. Employees celebrating milestones such as five, 10, 15, and 20 years with the company receive rewards in partnership with prestigious retailers including Tiffany & Co. and Tourneau, as well as travel vouchers. This program highlights the company’s appreciation for long-term contributions and celebrates the integral role employees play in our success.

Paid Time Off: Coast recognizes the importance of work-life balance and offers generous paid time off for employees to recharge, spend time with loved ones, and pursue personal interests. Coast will also align with contract requirements to ensure full compliance with any specific paid time off (PTO) policies, ensuring the team remains well rested and motivated.

June 27, 2025 RFP Response Page 8

Opportunities for Advancement: The company is committed to helping employees reach their full potential by providing ongoing training and development opportunities. With a clear career path and a supportive environment, Coast empowers team members to advance and achieve their professional goals.

Charitable Endeavors Philanthropy is always in the forefront of Coast’s culture. We run a program where employees are able to contribute to local charities they vote on directly from their own wages. To help keep staff interested in making a difference, we randomly pick a winner of eight (8) hours of paid time off out of the team members who are enrolled.

During the last two (2) years, Coast has donated to:

• American Cancer Society

• Louisiana Baptist Children’s Home

• Geneseo Fire Department (New York)

• Northeastern Louisiana “Wish I Could” Foundation

• March of Dimes

• Humane Society Adoption Center

• Susan G. Komen Race for the Cure

• Family Promise o Assists children and their families experiencing homelessness by providing shelter, meals, and support services

• MedCamps o A summer camp for severely disabled and ill children

• Ronald McDonald House

• Buddy’s Second Chance Rescue

Coast recently presented a check, raised through employee donations, to Operation Build Up, a non-profit organization dedicated to assisting and improving the lives of veterans across New York State. This contribution, made in July of 2024, at Coast’s Geneseo, NY headquarters, continues Coast's longstanding tradition of supporting local charities and non-profit organizations. Coast’s donation is a result of its employees’ strong sense of philanthropy and community. To make donations like these possible, Coast employees can elect for a portion of their paycheck to benefit a selected local charity or organization.

Coast upholds an annual tradition of providing complimentary hams and turkeys to employees during three (3) holiday occasions. Any surplus items are donated to local food banks. This past year, additional hams and turkeys were distributed to food banks in Geneseo, NY; East Aurora, NY; and West Monroe, LA.

June 27, 2025 RFP Response Page 9

Coast Cares Education Open

In 2019, Coast established Coast Cares, an employee-driven initiative dedicated to supporting local communities. That same year, Coast launched the inaugural Coast Cares Education Open, a charity golf tournament benefiting underprivileged children in school districts where many of our employees' families are based.

On August 23, 2024, the second Coast Cares Education Open raised money to support school districts in counties where employees reside, providing resources for educational programs, extracurricular activities, and classroom supplies. Coast remains committed to giving back to the community and supporting families in need through initiatives such as this.

GLOW 5K Corporate Cup Coast is deeply committed to enhancing employee well-being and supporting local community initiatives. This dedication was recently showcased through the company's enthusiastic participation in the 11th GLOW Corporate Cup, a team 5K race supporting the Genesee, Livingston, Orleans, and Wyoming (GLOW) YMCA programs. The company sponsored employees, covering all associated costs, including water and snacks, which demonstrates dedication to fostering community engagement and promoting employee well-being. In addition to this event, Coast has implemented other health initiatives, such as an internal company step challenge, including wellness articles in the company newsletter, and posting health tips on social media pages. Looking ahead, Coast plans to continue this tradition, reinforcing its commitment to supporting local initiatives and enhancing employee health and camaraderie.

Corporate Social Responsibility and Charitable Initiatives

Coast is committed to making a positive impact in the communities where its employees live and work.

Through innovative programs and employee-driven initiatives, Coast encourages and supports its workforce in giving back to organizations in need.

Volunteer Engagement

Coast staff and management actively participate in volunteer services, dedicating time and resources to the following organizations:

• Boys & Girls Club

• Regional Food Banks

• Fellowship of Christian Students (FCS Coaching)

• Refuge Temple Ministry

• Children and Youth Sports (as coaches and sponsors)

June 27, 2025 RFP Response Page 10

Recognizing the importance of time for community organizations, Coast introduced its Charitable Time Off (CTO) Policy to empower employees to contribute meaningfully:

• Salaried employees are eligible for 16 hours of paid time off annually to volunteer at non-profit organizations.

• Hourly employees may utilize 4 hours of paid time off annually for volunteer activities.

This initiative underscores Coast’s dedication to fostering a culture of giving and community support.

Dress Down for Charity Program To further its charitable efforts, Coast implemented the Dress Down for Charity Program as part of its Business Casual dress code. This program allows employees to participate in a Relaxed Dress Code in exchange for a small donation per pay period (twice per month).

Program Details:

• Employees may follow the Relaxed Dress Code for the designated month by contributing in advance.

• Donations are directly deducted from participants’ paychecks twice a month, ensuring seamless participation.

By combining practical support for charitable organizations with employee-driven initiatives, Coast demonstrates its ongoing commitment to corporate social responsibility. These programs align with Coast’s core values of community influence and service excellence. Employee satisfaction is a priority for Coast and it leads to higher call scores and a better customer experience for your claimants.

i. SUMMARY OF BIDDER’S PROPOSED PERSONNEL/MANAGEMENT APPROACH The bidder should present a detailed description of its proposed approach to the management of the project.

The bidder should identify the specific professionals who will work on the State’s project if their company is awarded the contract resulting from this Solicitation. The names and titles of the team proposed for assignment to the State project should be identified in full, with a description of the team leadership, interface, and support functions, and reporting relationships. The primary work assigned to each person should also be identified.

The bidder should provide resumes for all personnel proposed by the bidder to work on the project. The State will consider the resumes as a key indicator of the bidder’s understanding of the skill mixes required to carry out the requirements of the Solicitation in addition to assessing the experience of specific individuals.

Resumes should not be longer than three (3) pages. Resumes should include, at a minimum, academic background and degrees, professional certifications, understanding of the process, and at least three (3) references (name, address, and telephone number) who can attest to the competence and skill level of the individual. Any changes in proposed personnel shall only be implemented after written approval from the State.

June 27, 2025 RFP Response Page 11

Company-Wide Organizational Chart

Coast has provided a copy of its company-wide organizational chart below as Figure 2 to illustrate company structure which ensures performance, compliance, and communication across all departments.

Figure 2

Proposed Project Management Approach

Coast utilizes a democratic management approach: a leadership style in which group members take a more participative role in the decision-making process. This approach is designed to mitigate the risk of unsuccessful performance by fostering a culture of collaboration, transparency, and inclusivity. This

June 27, 2025 RFP Response Page 12 approach encourages collective problem-solving, enhances decision-making, promotes continuous improvement, and builds a sense of ownership and responsibility among employees. By valuing the input of all team members, Coast ensures a diverse range of perspectives are considered, leading to more effective and innovative solutions to challenges. This approach positions the organization for long-term success. The assignments and responsibilities of the personnel who will execute this contract are below in Table 1.

Group Assignment Responsibilities

Executive leadership; Coast’s Operating Board members

• Daily Operations of Coast

• Project Implementation

Team

Strategic decisions on project funding, operations, staffing structure and assignment, and act as Authorized Representatives for the company

Vice President of Operations • Project Implementation Team

• Operational Strategy Implementation

Implement operational strategies, hire staff, provide performance reviews, and make recommendations

Director of Operations • Project Implementation Team

• Daily Operational Team

Provide daily operational management, oversee team assigned to the State, provide monthly performance to Operating Board, and implement strategic initiatives

Supervisor Daily Operational Team Oversee a team of agents, provide support, and handle call escalations

Agents Daily Operational Team Communicate with claimants in a compliant manner to provide the State with high-quality services and strong returns

Business Development Team (Director of Business Development, Kimberly Perry)

• Project Implementation Team

• Ongoing Point of Contact

Manage the relationship between the State and Coast, provide problem resolution, and act as liaison between Coast and the State

Operations and Client Services (Senior Vice President of BPO Operations Chris Brown and Client

• Project Implementation Team

• Daily Client Contact

Provide daily client support to the State, manage reporting requirements, provide issue

June 27, 2025 RFP Response Page 13

Group Assignment Responsibilities

Relations Director, Jeff Jopling) resolution, and field client inquiries

Table 1

Supervisory Capability Coast's management structure is designed to ensure that our agents are fully supported in their inbound and outbound outreach efforts. This is accomplished by enacting the following:

• Strategic supervisor-to-agent ratio

• Detailed training process including new hire and ongoing training

• Workflow process to ensure that supervisors are available to take over or assist with calls as necessary

• Documented policies and procedures regarding standards of conduct and workflow

• Specific management training designed to enhance leadership and management skills including Dale Carnegie seminars

• Hiring practices that provide opportunities for advancement to high-performing employees

• Review of performance and agent activity to make adjustments to procedures as necessary

Supervisor Training In addition to annual training required for all Coast staff, supervisors undergo additional training in security awareness, sexual harassment, and annual sessions with agents. They also receive etiquette training for interacting with clients and consumers.

Supervisors are equipped with skills for tracking accounts, conducting audits, processing payments, and achieving goals. A key focus of their training is managing disputes and complaints, as they handle escalated issues. For example, they participate in role-playing exercises with senior management to refine their ability to manage complaints and remain composed during challenging interactions.

Many supervisors also benefit from Dale Carnegie training, which emphasizes leadership, communication strategies, and relationship building. Coast maintains an average management-to-agent ratio of 1:12.5 and a director-to-supervisor ratio of 1:4 to ensure effective and compliant operations.

Proposed Personnel

Coast provides dedicated client managers and staff to assist its clients with processing, technical, and operational issues. The experience and background of the individuals who will be directly responsible for providing services to the State are as follows. Each of these individuals possesses years of experience and deep understanding of BPO and the call center industry, having been directly involved with the majority of our most successful call center programs. The following are the specific professionals who will work on the State’s project if Coast is awarded the contract resulting from this solicitation.

Background information for each individual can be found in Figures 3, 4, and 5 on the following pages.

June 27, 2025 RFP Response Page 14

Figure 3

Senior Vice President (SVP) of BPO Operations Responsibilities The SVP serves a key role on the Operations Leadership Team while delivering on the organizational strategic plans. The SVP is responsible for delivering best in class service while delivering on financial commitments within a culture that is consistent with the values of Coast. The position provides direction, leadership, and management to the Operations team.

Figure 4

Director of Business Development Responsibilities The Director of Business Development is responsible for driving sales by developing relationships with existing and new clients in their assigned market. The Director of Business Development travels to locations in their prescribed territory and communicates with clients/prospects via phone and email.

Director of Business Development will also attend trade shows at which they will maximize opportunities to meet with clients/prospects with the intent of growing and nurturing those relationships. This position will partner with the Vice President of Business Development to ensure the highest level of sales performance and service. Ms. Perry will serve as the State’s primary point of contact and remain involved throughout project implementation to ensure that your expectations are not only met, but exceeded.

June 27, 2025 RFP Response Page 15

Figure 5

Director of Client Relations Responsibilities The Client Service team is led by our Director of Client Relations, Jeff Jopling. His primary role is to work closely with clients, develop positive relationships, and ensure complete satisfaction. He accomplishes this by:

• Facilitating the distribution and processing of client reports

• Identifying client issues and provides prompt resolution

• Providing support to the Business Development team

• Ensuring effective and efficient communication between Coast and our clients

• Providing web-based and onsite training to clients

• Coordinating quarterly training webinars

Proposed Personnel Resumes For full job function details, experience, and qualifications, see proposed personnel full resumes included as Exhibit V: Proposed Personnel Resumes.

Key Personnel References

Key personnel references have been provided in Exhibit IV: Key Personnel References. Coast considers this information to be Confidential and Proprietary and requests it be withheld from public disclosure.

j. SUBCONTRACTORS If the bidder intends to subcontract any part of its performance hereunder, the bidder should provide:

i. name, address, and telephone number of the subcontractor(s),

ii. specific tasks for each subcontractor(s),

iii. percentage of performance hours intended for each subcontract; and

iv. total percentage of subcontractor(s) performance hours.

Coast does not intend to subcontract any part of its performance hereunder.

June 27, 2025 RFP Response Page 16

II. TERMS AND CONDITIONS

Coast has no exceptions to note for Section II. Terms and Conditions and accepts all terms and conditions within the section as written.

SPB Form 22 | RFP Template | Effective 12162024

Unless otherwise specifically agreed to in writing by the State, the State’s standard terms and conditions, as executed by the State, shall always control over any terms and conditions or agreements submitted or included by the Vendor.

Any ambiguity or conflict in the contract discovered after its execution, not otherwise addressed herein, shall be resolved in accordance with the rules of contract interpretation as established in the State of Nebraska.

B. NOTIFICATION

Bidder and State shall identify the contract manager who shall serve as the point of contact for the executed contract.

Communications regarding the executed contract shall be in writing and shall be deemed to have been given if delivered personally; electronically, return receipt requested; or mailed, return receipt requested. All notices, requests, or communications shall be deemed effective upon receipt.

Either party may change its address for notification purposes by giving notice of the change and setting forth the new address and an effective date.

C. BUYER’S REPRESENTATIVE

The State reserves the right to appoint a Buyer's Representative to manage or assist the Buyer in managing the contract on behalf of the State. The Buyer's Representative will be appointed in writing, and the appointment document will specify the extent of the Buyer's Representative authority and responsibilities. If a Buyer's Representative is appointed, the bidder will be provided a copy of the appointment document and is expected to cooperate accordingly with the Buyer's Representative. The Buyer's Representative has no authority to bind the State to a contract, amendment, addendum, or other change or addition to the contract.

D. GOVERNING LAW (Nonnegotiable) Notwithstanding any other provision of this contract, or any amendment or addendum(s) entered into contemporaneously or at a later time, the parties understand and agree that, (1) the State of Nebraska is a sovereign state and its authority to contract is therefore subject to limitation by the State’s Constitution, statutes, common law, and regulation; (2) this contract will be interpreted and enforced under the laws of the State of Nebraska; (3) any action to enforce the provisions of this agreement must be brought in the State of Nebraska per state law; (4) the person signing this contract on behalf of the State of Nebraska does not have the authority to waive the State's sovereign immunity, statutes, common law, or regulations; (5) the indemnity, limitation of liability, remedy, and other similar provisions of the final contract, if any, are entered into subject to the State's Constitution, statutes, common law, regulations, and sovereign immunity; and, (6) all terms and conditions of the final contract, including but not limited to the clauses concerning third party use, licenses, warranties, limitations of liability, governing law and venue, usage verification, indemnity, liability, remedy or other similar provisions of the final contract are entered into specifically subject to the State's Constitution, statutes, common law, regulations, and sovereign immunity.

The Parties must comply with all applicable local, state, and federal laws, ordinances, rules, orders, and regulations.

E. BEGINNING OF WORK & SUSPENSION OF SERVICES

The bidder shall not commence any billable work until a valid contract has been fully executed by the State and the successful Vendor. The Vendor will be notified in writing when work may begin.

The State may, at any time and without advance notice, require the Vendor to suspend any or all performance or deliverables provided under this Contract. In the event of such suspension, the Contract Manager or POC, or their designee, will issue a written order to stop work. The written order will specify which activities are to be immediately suspended and the reason(s) for the suspension. Upon receipt of such order, the Vendor shall immediately comply with its terms and take all necessary steps to mitigate and eliminate the incurrence of costs allocable to the work affected by the order during the period of suspension. The suspended performance or deliverables may only resume when the State provides the Vendor with written notice that such performance or deliverables may resume, in whole or in part.

F. AMENDMENT

This Contract may be amended in writing, within scope, upon the agreement of both parties.

G. CHANGE ORDERS OR SUBSTITUTIONS

The State and the Vendor, upon the written agreement, may make changes to the contract within the general scope of the solicitation. Changes may involve specifications, the quantity of work, or such other items as the State may find necessary or desirable. Corrections of any deliverable, service, or work required pursuant to the contract shall not be deemed a change. The Vendor may not claim forfeiture of the contract by reasons of such changes.

The Vendor shall prepare a written description of the work required due to the change and an itemized cost sheet for the change. Changes in work and the amount of compensation to be paid to the Vendor shall be determined in accordance with applicable unit prices if any, a pro-rated value, or through negotiations. The State shall not incur a price increase for changes that should have been included in the Vendor’s solicitation response, were foreseeable, or result from difficulties with or failure of the Vendor’s solicitation response or performance.

No change shall be implemented by the Vendor until approved by the State, and the Contract is amended to reflect the change and associated costs, if any. If there is a dispute regarding the cost, but both parties agree that immediate implementation is necessary, the change may be implemented, and cost negotiations may continue with both Parties retaining all remedies under the contract and law.

In the event any good or service is discontinued or replaced upon mutual consent during the contract period or prior to delivery, the State reserves the right to amend the contract to include the alternate product at the same price.

***Vendor will not substitute any item that has been awarded without prior written approval of NDOL***

H. RECORD OF VENDOR PERFORMANCE

The State may document the vendor’s performance, which may include, but is not limited to, the customer service provided by the vendor, the ability of the vendor, the skill of the vendor, and any instance(s) of products or services delivered or performed which fail to meet the terms of the purchase order, contract, and/or specifications. In addition to other remedies and options available to the State, the State may issue one or more notices to the vendor outlining any issues the State has regarding the vendor’s performance for a specific contract (“Contract Compliance Request”).

The State may also document the Vendor’s performance in a report, which may or may not be provided to the vendor (“Contract Non-Compliance Notice”). The Vendor shall respond to any Contract Compliance Request or Contract Non-Compliance Notice in accordance with such notice or request.