121963 O3 Public Support Ventures File 3 of 4.xlsx

Instructions

Minimal Requirements

Required Responses

Cybersecurity and IT leadership Jayda Zeller, PSV’s Cybersecurity and IT Support Specialist, oversees our information security program. She has five years of IT experience, including two years focused on cybersecurity, and holds five industry certifications related to compliance, threat management, and data ownership. She will complete her B.S. in Cybersecurity in August 2025.

Physical security measures PSV’s headquarters includes the following layered controls:

- Secured building entry with restricted key access

- Internal lock on PSV’s main office space

- PIN-protected IT / networking room with limited personnel access

- Full-time on-site presence of our Director of Safety and Office Operations, Ray Chavez

- Visitor access is logged and monitored per internal controls

All CARE Center employees work on PSV-issued devices, and PSV enforces a strict No BYOD (Bring Your Own Device) policy to prevent unauthorized access or data leakage.

Device and network security

- All company-issued laptops are equipped with full-disk encryption, antivirus software, and EDR (Endpoint Detection and Response) tools.

- Devices are monitored and managed via a RMM platform.

- Multi-factor authentication (MFA) is required across all core platforms (CRM, VoIP, Google Workspace).

- Remote staff must connect via secure networks or mobile hotspots; use of public Wi-Fi is prohibited.

- VPN deployment and secure endpoint configurations are in place for encrypted communication.

Access control and data handling

- PSV follows the principle of least privilege for all software and data systems.

- User permissions are reviewed quarterly and upon staff transitions.

- Personally identifiable information (PII) and case-related documentation are stored in an encrypted, role-based access environment (e.g., HubSpot CRM).

- All PPI is prohibited from being stored on locally or unapproved platforms.

PSV enforces Acceptable Use Policies (AUP) and conducts an annual IT policy review to ensure relevance to emerging threats and technologies.

Training and monitoring

- Mandatory cybersecurity training is provided to all new staff and repeated semiannually.

- Phishing simulations, internal security alerts, and suspicious activity detection are integrated into daily operations.

- All business communications must occur on company-approved platforms (Dialpad, HubSpot, Google Workspace).

Vendor and data management controls

- All vendors undergo a Vendor Security Risk Assessment prior to onboarding.

- PSV complies with encryption standards for sensitive data: AES-256 for data at rest and TLS 1.2+ for data in transit.

- Data Loss Prevention (DLP) tools and audit logging are deployed across systems to detect and prevent unauthorized data transfers.

PSV does not share, sell, or disseminate any client or user data. Access to data is strictly restricted to authorized personnel supporting service delivery.

Incident response and recovery

- In the event of a data breach or system compromise, PSV’s Incident Response Plan (IRP) outlines protocols for:

- Detection and alerting (via EDR, phishing reports, audit logs)

- Containment (e.g., account lockdown, device isolation)

- Eradication and recovery (system patching, credential resets, backup restoration)

- Post-incident follow-up (compliance review, notification to affected parties, and corrective action)

These procedures align with state and federal privacy expectations and are tested annually via tabletop exercises and recovery simulations.

Data use compliance All data collected and generated as part of service provision under this contract will be securely stored, accessed only by authorized personnel, and used solely for the purposes authorized by NDOL. No data will be accessed, disseminated, or repurposed in any manner outside the scope of services defined by this contract. Full documentation, including our BCP, IRP, DRP, Acceptable Use, and Data Security policies, is available to NDOL upon request.

All call center employees are familiar with Boostlingo. Once call center employees are connected, they confirm the language support required and then connect to Boostlingo as needed.

See also V.C.3.E.v The IVR shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. Describe in detail your Interactive voice response system. Include the total capabilities and any self-service options. The CARE Center has used the software DialPad for the past 3 years to create customer IVR’s and perform inbound and outbound telecommunication functions directly within the web-based application. Users can easily log in to DialPad. It integrates with our HubSpot CRM, enabling the creation of new contacts for first-time callers and linking to existing contacts for returning callers. The dashboards are accessible remotely and allow our supervisory team to continuously monitor hold times, talk time, and wrap-up time. Our system allows for all of but not limited to the following functionality as denoted in the RFP:

- Callers are able to remain on the line until their call is answered or request a callback when it is their turn in the queue

- For the CARE Center’s existing call center operations, ASA is less than 2 minutes

- The IVR is scalable, can have an infinite number of calls in the queue and integrates with existing as well as future additions

- IVR is configurable within 48 hours of a proposed change

- The CARE Center is capable of making changes to its IVR within 24 hours

- IVR provides call routing based on the customer’s language preferences, situation / intent

- IVR provides monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics

- Queues allow for escalation and routing of interactions to specialized teams or departments when needed, ensuring that complex or escalated cases receive the appropriate level of support for timely resolution In addition to these features, Dialpad offers extensive configuration options. Real-time dashboard reports keep users and management consistently informed about call center performance. Our leadership and half of our current agents have managed this system for the past three years and can implement changes swiftly and effectively.

The CARE Center has provided call center services since 2022, and its leadership team also possesses significant prior call center experience.

Kirby Rising, Vice President, Program Operations: With 15+ years of experience, Kirby Rising developed and managed call centers in diverse sectors, including housing and disaster response. He spearheaded the CARE Center, overseeing 35 staff and managing 145,000 annual omni-channel client contacts, focusing on flexible process improvement. His resume is attached.

Aly DeWills-Marcano, CARE Center Director: Aly brings 5 years of call center management and 16 years of customer service team management experience across IT, government, and non-profit sectors. She has developed knowledge bases, implemented chat systems, and applied trauma-informed service practices since the CARE Center’s launch, hiring and supervising its team. Her resume is attached.

Elaine French, Senior Development & Data Analyst: Elaine holds a Bachelor’s in Data Science and has over 7 years of experience in data analysis, including experience in Excel, Filemaker, Tableau, Python, C+++. She has also supported the implementation of two CRMs. Her resume is attached.

Sam Gilman, Co-Founder & Co-CEO: Sam is an attorney and social entrepreneur with over a decade of experience launching social ventures. He built a nationally recognized emergency rental assistance model, managed the launch of the CARE Center (overseeing a $100M annual budget), and previously served as a Sr. Housing and Economic Policy Advisor at the White House. His experience includes managing call center operations for a large EdTech company. His resume is attached.

PSV will deploy its existing, highly experienced CARE Center team to staff and support the Nebraska Department of Labor’s Contact Center. This seasoned group brings an average tenure of over two years, which is rare for a call center, demonstrating stability and a deep understanding of our operational protocols and values. CARE Center agents are familiar with eligibility rules, client documentation, and appeal processes.

The CARE Center employs an ongoing training program by offering live training through Google Meets and on-demand training on Absorb. The CARE Center has a number of existing training modules such as conflict resolution, confidentiality policies and procedures, system use, script familiarity that it will share with the NDOL for approval. The CARE Center boasts a strong call center training program for our new employees, supported by an experienced Learning and Development Lead, Director, and Supervisors. This program emphasizes key training elements such as: role-playing various scenarios, handling unexpected situations outside of prepared scripts, reviewing recorded calls, and providing live training as required.

With the support of the Benefits Enrollment team, Elaine Jackson (Project Lead – Learning and Development) and Lisa Mares (Senior Benefits Specialist) can also create new training modules to meet all requirements stated in the RFP (e.g., Federal, State, Local policies and procedures, Communicating with Confidence and Competence) and seek state approval.

- Inbound Calls

- Outbound Calls

- Text conversations

- Chat Conversations

- Self Help (knowledge base) reviews

- Abandoned calls

- Total Dispositions

- Average Talk Time

- Average Speed to Answer (Hold Times)

- Repeat Call Volume

- Customer Satisfaction Scores (CSAT) with examples

- Demographic information based on application to call

The CARE Center’s Quality Assurance monitoring includes multiple weekly touch points such as one-on-one performance reviews, random call reviews, peer call reviews, and comprehensive reviews of interactions including all CSAT 1/5 and 5/5 scores.

Program Director Aly DeWills-Marcano has 5 years of experience managing 3 call centers and has achieved an average customer satisfaction rate of 88% in the last year. She will directly oversee operations of the NDOL UI Call Center to confirm high quality service is delivered.

The CARE Center has an ongoing quality assurance process in place that ensures calls are answered in a professional manner and are accurate in providing information. The CARE Center will provide feedback on call monitoring procedures and regularly review agent performance to maintain high service levels.

If PSV call center agents do not meet the contractual standards or metrics, the following disciplinary process will be enacted:

- Step 1: Coaching with additional client interaction reviews.

- Step 2: Verbal Warning.

- Step 3: Written Warning.

- Step 4: Performance Success (Improvement) Plan.

- Step 5: Termination.

It is important to note that depending on the severity of the infraction, any of these steps may be bypassed.

Reviews of client interactions address and measure key areas including service quality and connection (e.g., warm greetings, active listening, empathy, clear explanations), information accuracy (e.g., identity verification, correct transfers, accurate program details, complete notes), and agent strengths and opportunities (e.g., approachability, compassion, confidence).

In line with requirements laid out in the RFP, PSV maintains audio recordings of all calls for at least 30 days and is able to make call recordings available to NDOL within 24 hours upon request, but in most cases within a few hours. PSV has an ongoing quality assurance process in place that ensures calls are answered in a professional manner and are accurate in providing information. PSV will provide feedback on call monitoring procedures and regularly review agent performance to maintain high service levels.

Miles Tonini, Technical Support and Systems Management–Call Center, has three years of experience with Hubspot and has managed the Hubspot operations for all previous and running call centers.

PSV’s CRM system meets all requirements laid out in the RFP, including but not limited to ease of configurability, integration with other systems, ability to export data in multiple formats, comprehensive library of standard reports and tools, robust ad hoc and dashboard reporting capabilities, customizable views, ability to set due dates and prioritization, and more.

The CARE Center has existing, fully functional call center operations. That allows us to quickly reallocate team members to support new contracts or adjustments in volume. The CARE Center already operates a shared center between two programs, which allows us to flexibly shift capacity as needed or pull coverage from one program to another. Additionally, all of our supervisors are trained in call center operations and are capable of providing coverage as needed.

Our CARE Center model, recognized by the Colorado Governor’s Operations Cabinet as best-practice for its low hold times and strong user feedback, is grounded in four key principles:

1. Community: Tailoring support to each person’s needs and preferred communication method–voice, chat, text, or email.

2. Access: Maintaining reliable availability and multilingual support, with real-time responsiveness and issue tracking.

3. Resource: Prioritizing one-contact resolution and clear pathways to escalation, minimizing transfers and rework.

4. Education: Equipping residents with straightforward information and self-help tools to reduce call frequency and enhance trust.

In Colorado, the CARE Center’s current contact centers serve as dynamic hubs for housing-related support, handling both inbound and outbound communication across multiple channels, including phone, email, and text. Our approach prioritizes efficient, high-quality service–resolving most inquiries on the first contact or seamlessly connecting clients to the right resource through a warm transfer when needed.

Last year, the CARE Center managed over 120,000 client contacts, achieving a 90% single-contact resolution rate. The system was designed to enable warm transfers for the 10% of clients with more acute needs, striking a strong balance between responsiveness and personalization. This model resulted in an 88% client satisfaction rate, even among individuals facing high-stress situations such as housing instability.

We also build flexibility into our staffing model to adapt to fluctuating demand. For example, in February 2024, the State of Colorado launched new rental assistance funding, triggering a significant surge in call volume–on some days, tripling the usual number of contacts. We were able to quickly scale up capacity by reallocating staff from two other call centers, maintaining high service levels across all programs without disruption.

In addition to the required elements of this RFP, the CARE Center will provide an omni-channel approach within Year 1. As a non-profit focused on serving state and local governments and their residents, the CARE Center has found that this technology best meets people where they are and strengthens the relationships between residents and their local systems of governments and community. Those who have an issue but work a job that won’t allow them to call deserve an efficient way to resolve their inquiries.

Clients will have the ability to connect with us through multiple platforms, already built to launch. We can leverage our existing technology.

This system is also equipped to make referrals to social service providers and other civic organizations.