THE COMMONWEALTH OF MASSACHUSETTS

EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES

MASSABILITY

40 BROAD ST., BOSTON, MASSACHUSETTS, 02109

Request for Response (RFR)

Instrumental Activities of Daily Living (IADL) Support Services and In-Home Evaluations

COMMBUYS Bid: BD-27-1071-AO-02021-134555

Agency Doc #: CLS-2026

RELEASE DATE: 10-20-2026

Please Note: This is a single document associated with a complete Bid (also referred to as Solicitation) that can be found on COMMBUYS (www.COMMBUYS.com). All Bidders are responsible for reviewing and adhering to all information, forms, and requirements for the entire Bid, which are all incorporated into the Bid. Bidders may also contact the OSD

Helpdesk at osdhelpdesk@mass.gov or the OSD Helpdesk line at 1-888-MA-STATE. The

Helpline is staffed from 8:00 AM to 5:00 PM Monday through Friday Eastern Standard or

Daylight time, as applicable, except on federal, state and Suffolk County holidays.

http://www.commbuys.com/ mailto:osdhelpdesk@mass.gov

PROCUREMENT CALENDAR & DEADLINE FOR RESPONSES

BIDDER'S CONFERENCE:

DATE & TIME: October 28, 2026 @ 11:00 am EST.

LOCATION: Zoom Meeting Link:

https://mass-gov-massability.zoom.us/j/93557242436

Meeting ID: 935 5724 2436

CONTACT INFORMATION

PURCHASING MASSABILITY: MassAbility

PROGRAM DIRECTOR: ANNA HERMANN

EMAIL: mby-procurement@mass.gov

COMMBUYS HELP DESK:

OSDHelpDesk@mass.gov |1-888-627-8283 or 617-720-3197

PROCUREMENT INFORMATION

RFR NAME:

Instrumental Activities of Daily Living (IADL) Support Services and In-Home Evaluations

ALTERNATE ID (AGENCY DOC

CLS-2026

SHORT DESCRIPTION

The purpose of this procurement is to establish a flexible, statewide network of qualified providers that can deliver IADL support services, in-home evaluations, and limited ancillary support to eligible

MassAbility participants with disabilities. Services are intended to support each participant’s authorized service plan, strengthen health and safety, promote independence and community living, improve timely access and continuity, and reduce the risk of avoidable hospitalization or institutional placement. Services may be purchased separately or in combination and may be adjusted over time based on assessed need, participant preference, geography, provider capacity, specialized expertise, and available funding.

RFR RELEASE DATE: 10-20-2026

TOTAL PROCUREMENT

PERIOD:

02/01/2027 - 01/31/2036

ACTIVITY CODES 2220

OBJECT CODES M03, M04

ANNUAL TOTAL CONTRACT

VALUE

Up to $ 3,000,000.00 https://mass-gov-massability.zoom.us/j/93557242436 https://mass-gov-massability.zoom.us/j/93557242436 mailto:mby-procurement@mass.gov mailto:OSDHelpDesk@mass.gov

One tap mobile

+16469313860,,93557242436# US

+19294362866,,93557242436# US (New York)

Join by SIP

• 93557242436@zoomcrc.com

Join instructions https://mass-gov-massability.zoom.us/meetings/93557242436/invita tions?signature=9HL2DJ5I6TzTfaILR-

PjFFFRqvKvl1DCJcp2G8VVaL8

MassAbility will provide American Sign Language (ASL) interpretation and Communication Access Real-time Translation (CART) services during the Bidders Conference. If another form of reasonable accommodation is required to allow meaningful access and participation, please contact mby-procurement@mass.gov

Please note that AI-generated recording tools that record or transcribe a meeting may be prohibited by the Commonwealth’s Guidelines. The use of these tools may restrict your access to the Conference.

QUESTIONS & ANSWERS

(BIDDER SUBMISSIONS):

DATE & TIME: November 3, 2026, by 4:00 pm

EST.

Questions must be submitted to COMMBUYS.

QUESTION & ANSWERS

(MASSABILITY RESPONSES):

DATE & TIME: November 17, 2026, by 4:00 pm

EST.

Responses to the questions received via

COMMBUYS will be posted on COMMBUYS.

mailto:93557242436@zoomcrc.com https://mass-gov-massability.zoom.us/meetings/93557242436/invitations?signature=9HL2DJ5I6TzTfaILR-PjFFFRqvKvl1DCJcp2G8VVaL8 https://mass-gov-massability.zoom.us/meetings/93557242436/invitations?signature=9HL2DJ5I6TzTfaILR-PjFFFRqvKvl1DCJcp2G8VVaL8 https://mass-gov-massability.zoom.us/meetings/93557242436/invitations?signature=9HL2DJ5I6TzTfaILR-PjFFFRqvKvl1DCJcp2G8VVaL8 https://mass-gov-massability.zoom.us/meetings/93557242436/invitations?signature=9HL2DJ5I6TzTfaILR-PjFFFRqvKvl1DCJcp2G8VVaL8

INITIAL RESPONSE

SUBMISSION:

(DEADLINE)

DATE & TIME: December 1, 2026, at 4:00 pm EST.

Vendor should register & submit electronic proposals only to COMMBUYS.

INITIAL RESPONSE

EVALUATION PERIOD

ESTIMATED TIME FRAME: December 3, 2026 –

January 22, 2027.

NOTICE OF AWARD ESTIMATED DATE & TIME: January 25, 2027, by

4:00 pm EST.

All vendors who respond to this RFR will be notified of the outcome of their submission to COMMBUYS.

Bidders are prohibited from communicating directly with any employee of MassAbility regarding this RFR, except as specified in this RFR; and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR. Bidders may contact mby-procurement@mass.gov if this RFR appears incomplete and/or if the Bidder is having trouble obtaining any required attachments electronically through COMMBUYS.

I. Procurement and Contract Structure

This Request for Response (RFR) incorporates all relevant provisions of 801 CMR

21.00 Procurement of Commodities and Services, the Standard Contract Form and

Instructions, the Commonwealth Terms and Conditions for Human and Social Services, the Operational Services Division (OSD) required specifications for Purchase of Service

(POS), and any amendments and/or additions to these documents during the life of this bid. References to MassAbility in this document include all MassAbility offices, programs, and internal departments.

This procurement will result in a Master List of Vendors who have been deemed qualified and may be awarded a contract. Proposals will be reviewed and scored by a

Proposal Review Team composed of MassAbility staff. This is a Rolling Enrollment

RFR, meaning that bidders may continue to submit proposals anytime up to six (6) months prior to the Total Procurement Period End Date.

All qualified Bidders must sign a standard contract form to be placed on a Master

Agreement. The Master Agreement contract does not guarantee the qualified Bidder a specific level of funding or referrals awarded. Funding will be managed by MassAbility either through a Service Authorization Form, Statement of Work, or another mechanism to track authorized units of service and the rate of service(s). Awarded Bidders must receive written authorization from MassAbility prior to delivering services under this

RFR.

➢ Applicable Procurement Law

CHECK

ONE (“X”) TYPE OF PURCHASE APPLICABLE LAWS

☒ GOODS AND SERVICES

MGL C. 7, § 22; C. 30, § 51, § 52; 801

CMR 21.00

HUMAN AND SOCIAL

SERVICES

MGL C. 7, § 22, § 22N; C. 30, § 51, §

52; 801 CMR 21.00; 808 CMR 1.00

☐ LEGAL SERVICES

MGL C. 30, § 51, § 52 AND § 65; C. 7,

§ 22; AND 801 CMR 21.01(2) (B)

☐ GRANTS

MGL C. 7A, § 7; ST. 1986 C. 206, § 17;

815 CMR 2.00

➢ Single or Multiple Contractors

CHECK ONE

(“X”) NUMBER OF ANTICIPATED CONTRACT(S)

SINGLE

CONTRACTOR

MULTIPLE

CONTRACTORS

MassAbility anticipates awarding up to 50 contracts but reserves the right to award more or fewer contracts if it is in the best interests of the Commonwealth to do so.

➢ Calendar Rule Type

CHECK ONE

(“X”)

CALENDAR

RULE TYPE DEFINITION

☐ STANDARD Vendors bid before the Response deadline date.

☒ OPEN

Vendors may submit a bid when the RFR is open to accept bids, anticipated on a Quarterly basis.

After the initial submission date of December 1st, 2026, at 4pm, bidders may submit responses on this quarterly schedule: June 1-15, September 1-15, December 1-15, March 1-15.

Please note that the first time this RFR will reopen is in June 2027. We will not accept responses after June 15th, 2035

☐ ROLLING

Bidders may submit unsolicited proposals at any time.

➢ Acquisition Method

CHECK ALL THAT

APPLY CATEGORY

☒ COST REIMBURSEMENT

☒ UNIT RATE (CH 257)

☐ UNIT RATE (NON-NEGOTIABLE)

☐ UNIT RATE (NEGOTIABLE)

☐ ALL-INCLUSIVE RATE (PROJECT-BASED)

☐ Other: Specify Here

➢ Entities Eligible to Use the Resulting Contract

CHECK ONE

(“X”) ELIGIBLE ENTITIES

☐ Limited User Contract – Restricted to Use by MassAbility Only

Limited User Contract – Restricted to Use by other designated entities

Other designated entities that may use this contract include Department of Developmental Services, Department of Mental Health, and the Massachusetts Commission for the Blind.

➢ Expected Duration of Contract:

CONTRACT

DURATION

INITIAL DURATION 02/01/2027 - 01/31/2032

RENEWAL OPTIONS

Two (2) optional two-year renewals: 02/01/2032

- 01/31/2034 and 02/01/2034 - 01/31/2036

TOTAL MAXIMUM DURATION

02/01/2027 - 01/31/2036

➢ Funding Provisions

All services provided under this RFR are subject to appropriation and the availability of funds. In the event of a reduction, delay, or reallocation of funding, MassAbility will communicate with the Providers as early as practicable and may modify the scope of services, funding levels, or program requirements. MassAbility may request the

Provider to confirm its ability and willingness to continue performance under any modified terms.

MassAbility may suspend, modify, or terminate a contract, in whole or in part, if the needs of individuals served change such that services can no longer be appropriately provided under the original terms of this procurement, or if other circumstances arise requiring a significant change in services. In such cases, MassAbility will work with the Provider, to the extent feasible, to support an orderly transition that prioritizes the needs of participants and continuity of services.

CHECK ONE

(“X”)

☒ Contract will NOT have a Maximum Obligation Amount

☐ Contract will have a Maximum Obligation

CHECK ONE

(“X”)

WILL FEDERAL FUNDS BE USED TO FUND ANY PART OF

CONTRACT(S)?

☒ No

☐ Yes

Table of Contents

1.0 Procurement Introduction

1.1 Scope and Description

1.2 Purpose and Background

1.3 Individuals to be Served

1.4 Goals and Objectives

1.5 Definition of Terms

2.0 Scope of Services

2.1.1 Ancillary Supports

2.1.2 In-Home Evaluations

2.2 Additional Service Models

2.3 Access, Referrals, and Enrollment

2.3.1 Disenrollment and Service Closure

2.3.2 Participant Choice to Disengage

2.4 Service Boundaries and Excluded Services

2.4.1 Scheduling and Availability

2.4.2 Direct Care Worker Preferences

2.4.3 Services Outside the Scope of IADL Support Services

2.4.4 Service Reductions, Funding Availability, and Program Limits

2.5 Outreach, Promotion, and Referral Development

2.6 Collaboration and Communication with MassAbility

2.7 Transportation

2.8 Participant Funds, Grocery Purchases, and Money-Handling Limits

2.8.1 Limited Grocery Purchasing

2.8.2 Required Provider Safeguards

2.8.3 Referral of Other Money-Handling Needs

2.9 Reporting Concerns

2.10 Participant Voice in Program Operations

2.11 Physical Site

2.12 Hours of Operation

2.13 Provider Portal Requirements

2.13.1 EVV and Visit Verification

2.13.2 Minimum Visit Verification Data

2.14 Reporting Required by MassAbility

2.15 Program Certifications and Staff Credentials

3.0 Compensation

3.1 IADL Support Services - 101 CMR 422.00 Rates

3.2 In-Home Evaluations

3.3 Ancillary Support Reimbursement

3.3.1 Administrative Fee

3.4 Budget and Cost Documentation Requirements

3.5 Billing and Invoicing

4.0 Performance Requirements and Monitoring

4.1 Performance Measures

4 .1. 4.1.2 IADL Support Services

4.1.2 4.1.3 In-Home Evaluations

4.1.3 4.1.4 Ancillary Supports

4.2 Minimum Reporting Requirements

4.3 Incident Reporting, Complaints, and No-Answer Protocols

4.4 Contract Management

5.0 Evaluation Criteria

5.1 Mandatory Minimum Criteria

5.2 Scored Criteria

5.3 Rating Scale

6.0 Administrative Requirements

6.1 Submission of Bidder Response

6.1.1 Page Limit and Format

6.1.2 File Format and Naming Conventions

6.1.3 Required Forms and RFR Submission Checklist

6.1.4 Other Forms

6.1.5 Instructions for Submission of Forms and Questions

6.1.6 Online Quote Submission via COMMBUYS Is Required

6.1.7 Electronic Signatures

6.2 COMMBUYS Support

6.3 Amendments to Bid

6.4 Alterations

6.5 Ownership of Submitted Quotes

6.6 Public Records

6.7 Requests for Correction or Clarification Terms

6.8 Debriefings and Appeals

6.8.1 Administrative Appeals to the Department

6.8.2 Acceptance or Denial of Appeal

6.8.3 Review

6.8.4 Appeals to the Operational Services Division

6.9 Debarment

6.10 Enterprise Invoice / Service Management (EIM/ESM)

6.11 Virtual Gateway Business Services

6.12 EOHHS Qualification Process

6.13 Uniform Financial Statements (UFRs)

6.14 Criminal Offender Record Check (CORI)

6.15 Privacy and Security

6.16 Best Value Selection and Negotiation

6.17 Supplier Diversity Program

7.0 OSD Required Specifications

7.1 OSD Required Specifications

7.2 OSD Required Specifications for POS

7.3 Electronic Quote Submission Instructions

1.0 Procurement Introduction

1.1 Scope and Description

The purpose of this procurement is to establish and maintain a flexible statewide network of qualified Providers that can deliver Instrumental Activities of Daily Living

(IADL) Support Services, In-Home Evaluations, and limited Ancillary Supports to eligible

MassAbility participants with disabilities throughout Massachusetts. MassAbility may authorize services separately or in combination based on assessed need, service-plan goals, participant preference, Provider capacity, geography, program requirements, and available funding.

The Community Living Support Program (CLS) is a newly designed program within

MassAbility that includes services historically administered through its Home Care

Assistance Program as well as its Supported Living Program. CLS provides specific supports to eligible participants with disabilities who need assistance with certain IADL activities and related supports to maintain independence and community living and reduce the risk of avoidable hospitalization or institutional placement.

This RFR is designed both to support CLS and to establish a broader purchasing vehicle that may be used by other MassAbility, or other authorized purchasing entity, programs when participants need the same or substantially similar services. Use of the resulting Master Agreement by another MassAbility program does not make CLS-specific eligibility or program requirements applicable to that program. Each purchasing program remains responsible for determining participant eligibility, assessed need, funding, service authorization, and any program-specific requirements.

Participants served under this RFR are people determined eligible and authorized by

MassAbility or another entity authorized to use the resulting contract. Providers do not determine program eligibility or independently authorize services.

1.2 Purpose and Background

MassAbility is committed to supporting people with disabilities in living independently, safely, and with dignity, choice, and control in their homes and communities. Access to reliable in-home supports can be essential to maintaining community living. Assistance with routine IADL activities, evaluation of changing needs, and limited Ancillary

Supports can help participants maintain their home environment, preserve independence, and reduce circumstances that may otherwise create barriers to continued community living.

Services historically administered through the MassAbility’s Home Care Assistance

Program are now administered through MassAbility's Community Living Support

Program (CLS). This organizational structure reflects a broader agency approach to helping participants obtain coordinated supports that promotes independence and successful community living. For CLS services will be governed by the Home Care

Assistance Program regulation at 107 CMR 11.00 and/or 101 CMR 422 (Rates for

Disability Programs and Services), or successor regulation.

This procurement is intentionally designed to serve two (2) related purposes. First, it establishes the Provider network and service infrastructure needed by CLS to purchase

IADL Support Services, In-Home Evaluations, and Ancillary Supports. Second, it establishes a broader MassAbility purchasing vehicle that may be used by other

MassAbility programs, or other authorized purchasing entity, when participants need the same or substantially similar services.

Although CLS is an initial and significant user of the services established through this

RFR, the resulting Master Agreement is not limited to CLS. Other MassAbility programs may purchase services through the resulting contract when the service is within scope, the purchasing program has authority and funding to purchase the service, and the service has been authorized in accordance with that program's requirements.

Each purchasing program remains responsible for determining participant eligibility, assessed need, service authorization, funding, applicable program requirements, and any program-specific limitations. Requirements derived specifically from 107 CMR

11.00 and/or 101 CMR 422 (Rates for Disability Programs and Services), or a successor regulation, apply to services purchased under that regulatory authority and do not automatically apply when another MassAbility program, or other authorized purchasing entity, purchases services under different authority.

The service environment in which these supports are purchased and delivered has continued to evolve. Participant needs, IADL circumstances, communication and language access needs, geographic considerations, workforce availability, Provider capacity, technology, funding, and administrative requirements may change over time.

This procurement is therefore designed to strengthen statewide capacity, improve timely access after referral, reduce unmanaged service gaps, and give MassAbility better information about utilization, Provider capacity, spending, service reliability, missed visits, and authorization balances.

This RFR also reflects MassAbility's effort to modernize how in-home services are purchased, administered, documented, monitored, and paid for across the agency. The procurement is designed first to support CLS while creating common Provider and administrative infrastructure that other MassAbility programs can use without establishing separate Provider networks for substantially similar services.

MassAbility intends to establish common expectations for Provider qualification, referrals, authorization, documentation, visit verification, reporting, billing, quality assurance, and contract monitoring, with program-specific requirements applied based on the authority, funding source, participant population, and service needs of the purchasing program.

Providers must use Electronic Visit Verification (EVV) when required by MassAbility or when otherwise legally required for the service being delivered. When MassAbility does not require EVV, Providers must use the MassAbility-approved visit-verification process applicable to the service. These requirements support service verification, program integrity, participant safety, utilization monitoring, invoice reconciliation, and future program planning.

The procurement also strengthens service reliability, safety, and fiscal accountability through incident reporting, no-answer procedures, participant complaint response, quality assurance, corrective action, verified service delivery, authorization controls, and invoice reconciliation. Services must remain within authorized tasks, units, hours, dates, locations, and service-plan limits. Providers must identify and communicate changes that may warrant reassessment or modification by the purchasing program rather than independently changing the participant's authorization.

The resulting structure is intended to reduce unnecessary duplication of procurements across MassAbility, strengthen the agency's statewide Provider network, create more consistent service and administrative expectations, and allow qualified Providers to support participants across programs when authorized. It also provides flexibility to respond to changes in organizational structure, participant needs, funding sources, technology, reporting standards, and service models during the life of the procurement.

1.3 Individuals to be Served

Participants served under this RFR are individuals determined eligible by the

MassAbility program or other authorized purchasing entity using the resulting contract.

For services purchased through CLS under 107 CMR 11.00 and/or 101 CMR 422

(Rates for Disability Programs and Services), or a successor regulation, eligibility, service planning, authorization, redetermination, and other program-specific requirements remain governed by that regulation and applicable MassAbility procedures. Other MassAbility programs using the Master Agreement remain responsible for applying their own legal authority, eligibility standards, funding requirements, service criteria, and authorization processes.

Providers do not determine eligibility or independently expand authorized services.

MassAbility will consider participant preference when matching or assigning a Provider, subject to Provider availability, geography, language and communication needs, continuity considerations, and requirements of the purchasing program.

MassAbility will support participant choice of Provider whenever feasible, considering

Provider capacity, geographic coverage, availability, the participant’s authorized service needs, and any other program-specific requirements.

1.4 Goals and Objectives

Through this procurement, MassAbility seeks to establish and maintain a reliable statewide network of qualified contracted Providers capable of delivering IADL Support

Services, In-Home Evaluations, Ancillary Supports, and related services for CLS and other MassAbility programs authorized to use the resulting contract. The procurement is intended to improve timely access to authorized services following referral, reduce unmanaged service gaps, and support participant voice, dignity, independence, communication and language access, choice of Provider when capacity and geographic coverage allow, and successful community living.

Services must be delivered within tasks, units, hours, service-plan parameters, and other limitations authorized by MassAbility, while Providers are expected to identify and communicate changes in participant needs or circumstances that may warrant reassessment or modification of the service plan. MassAbility will use EVV when required for the service and a MassAbility-approved visit-verification process when EVV is not required to strengthen verification of service delivery and program integrity.

Timely and accurate reporting will provide greater visibility into utilization, Provider capacity, expenditures, service reliability, Provider-caused missed visits, service gaps, and remaining authorization balances.

The procurement is also designed to strengthen incident reporting, no-answer procedures, participant complaint response, quality assurance, performance monitoring, and fiscal accountability through documented authorizations, verified service delivery, invoice reconciliation, and controls governing Ancillary Supports. Taken together, these requirements establish a common agency-wide purchasing framework that supports consistent service expectations and accountability while allowing other MassAbility programs to access the qualified Provider network when program authority, participant need, and available funding support use of the services.

1.5 Definition of Terms

Ancillary Support: A MassAbility-approved one-time good, repair, or service that supports a participant's safety, health, independence, community living, or ability to benefit from authorized services. Ancillary Supports are limited, subject to funding availability, and require prior written MassAbility authorization unless MassAbility establishes another process in writing.

Authorized Unit: A 15-minute increment MassAbility authorizes for payment under a service plan, service authorization, Statement of Work, RFQ, or other written contract mechanism.

Community Living Support Program (CLS): A MassAbility program that includes services historically administered through the Home Care Assistance & the Supported

Living Program established by MassAbility.

Home Care Assistance Program (HCAP): The former program name used in 107

CMR 11.00 and/or 101 CMR 422 (Rates for Disability Programs and Services) and related rate authorities for services now administered within CLS. References to HCAP in applicable regulations remain controlling when those regulations, or a successor regulation, govern a service purchased under this RFR.

Instrumental Activities of Daily Living (IADL) Support Services: Authorized assistance with IADL activities, which may include meal preparation, grocery shopping, medication pick-up when authorized, participant laundry, light housekeeping in the participant's primary living areas, and other MassAbility-authorized IADL activities consistent with the participant's service plan or written authorization.

IADL Support Worker: An employee of the Provider who delivers authorized IADL

Support Services under the Provider's supervision and the requirements of this RFR.

In-Home Evaluation: A MassAbility-authorized assessment conducted by a qualified professional to identify functional abilities and limitations, IADL support needs, available supports, risks, barriers, and other information needed to inform service planning.

Electronic Visit Verification (EVV): An electronic method of documenting required visit-level information for home-based services. Required data may include the participant, worker, service type, service location, date of service, start and end times, and applicable exception information. Providers must use EVV when required by

MassAbility or otherwise legally required and must comply with MassAbility data, privacy, reporting, and system requirements.

Participant: A person determined eligible and authorized by MassAbility or another authorized purchasing entity to receive services under this RFR.

Provider: A Bidder qualified to receive an awarded Master Agreement under this RFR and authorized by MassAbility to provide one (1) or more service components.

Service Plan: The MassAbility-approved plan or other written authorization identifying services, tasks, frequency, units, location, goals, and other service expectations applicable to the participant.

2.0 Scope of Services

IADL Support Services

Instrumental Activities of Daily Living (IADL) Support Services are delivered by qualified nonprofit or for-profit Provider agencies selected through this RFR. Providers are responsible for hiring, screening, training, supervising, scheduling, and supporting IADL

Support Workers who deliver authorized in-home assistance.

Services must be coordinated by the Provider in collaboration with MassAbility program staff. Providers must deliver services consistent with the participant's authorized hours or units, service plan, written service authorization, and program-specific instructions.

Providers are responsible for timely communication with MassAbility regarding referral responses, service start dates, schedule changes, missed visits, participant concerns, changes in need, and barriers to service delivery.

For purposes of this RFR, IADL Support Services may include the following when authorized in the participant's service plan or written authorization:

• Grocery shopping;

• Meal preparation;

• Medication pick-up, but not medication administration;

• Laundry for the participant;

• Light housekeeping in the participant's primary living areas, including vacuuming, dusting, sweeping or mopping floors, cleaning bathrooms, washing dishes, taking out trash, cleaning kitchen surfaces, and changing bed linens; and

• Other routine IADL activities expressly authorized by MassAbility.

Other non-routine IADL activities, such as cleaning an oven or refrigerator, may be authorized on a limited basis when MassAbility determines that the activity supports the participant's ability to maintain community living and benefit from IADL Support

Services. Such activities must be authorized before the Provider delivers or bills for the service.

IADL Support Services do not include hands-on personal care, skilled nursing, clinical treatment, medication administration, heavy chore services, or services outside the participant's authorization unless separately authorized in writing by MassAbility. IADL

Support Services are provided only to the eligible participant and not for any other members of the IADL.

2.1.1 Ancillary Supports

Ancillary Supports are limited, case-specific goods or services and are not a routine or guaranteed program benefit. They may be authorized when funding is available and when the support is connected to an identified participant need, service-plan goal, or ability to benefit from authorized services.

Ancillary Supports are considered case by case. Before approval, MassAbility may require that available comparable benefits and resources be explored and that the participant, Provider, and MassAbility discuss any ongoing responsibility for maintenance or future costs. When approved, MassAbility will issue authorization before purchase. The Provider must obtain the authorized good or service, document participant receipt or completion, and submit required fiscal documentation through the

MassAbility-designated process.

2.1.2 In-Home Evaluations

In-Home Evaluations are conducted by qualified professionals hired, trained, supervised, or contracted by the Provider. Evaluators may include Registered Nurses, Occupational Therapists, Physical Therapists, or other qualified professionals approved by MassAbility based on the purpose of the evaluation and participant need.

In-Home Evaluations are conducted in the applicant's or participant's home or another

MassAbility-approved community setting. The purpose of the evaluation is to assist

MassAbility assess the participant's functional abilities, IADL circumstances, ability to perform IADL activities, available supports, barriers to independent living, and other information relevant to service planning.

Evaluations must be timely, objective, and person-centered. Providers must use

MassAbility-approved evaluation tools and forms, clearly document findings, and submit completed evaluations within required timeframes. Evaluators must identify critical IADL support needs, functional abilities and limitations, IADL composition, available natural or community support, and risks or barriers that may affect the participant's ability to remain safely in the community.

2.2 Additional Service Models

MassAbility recognizes that participant needs, agency responsibilities, technology, funding, and community-based service models may change during the term of this procurement. In addition to the service categories described in this RFR, MassAbility may establish additional or modified service models, service components, pilot approaches, specialized supports, or related purchasing options that are reasonably connected to the purposes and scope of this procurement.

From time to time, and subject to available funding and applicable procurement requirements, MassAbility may issue Requests for Quotes (RFQs) to Providers holding active Master Agreements under this RFR. RFQs may be used to address emerging participant or program needs, regional or specialized capacity, pilots, time-limited initiatives, enhanced service components, new technology or reporting requirements, or other related services not fully defined at the time of this RFR.

Each RFQ will identify the applicable scope of work, eligible respondents, participant population when relevant, qualifications, service requirements, performance expectations, payment methodology, documentation requirements, and evaluation criteria. An RFQ may establish requirements that differ from the core service models when necessary for the additional service being purchased. Additional services may support CLS, another MassAbility program, or another entity authorized to use the resulting contract. Eligibility to respond to an RFQ does not guarantee an award, service volume, or funding.

2.3 Access, Referrals, and Enrollment

MassAbility or another authorized purchasing program is responsible for determining participant eligibility, service need, and authorization. Providers do not determine program eligibility and may not initiate billable services without prior written authorization.

After MassAbility determines that a participant is eligible and requires services available under this RFR, MassAbility may make a referral available to qualified Providers through the designated referral process. Referral information may include participant initials or identifier, town or service area, service component, anticipated frequency, hours or units, requested start date, priority level, and access, communication, or language considerations. Referral visibility does not guarantee assignment, create a payment obligation, or authorize service delivery.

A Provider interested in serving the participant must respond with its availability within two (2) business days unless MassAbility establishes another timeframe. If the Provider accepts the referral, MassAbility will provide available information necessary for service initiation and issue a written service authorization. Providers should complete initial participant outreach within three (3) business days of assignment and begin services within ten (10) business days from authorization unless MassAbility approves another timeframe, the participant requests a later date, or documented circumstances prevent the start date. In-Home Evaluations must be scheduled and submitted within

MassAbility-established timeframes.

2.3.1 Disenrollment and Service Closure

MassAbility may end, reduce, pause, transfer, or modify a participant's services consistent with applicable program requirements, evaluations or reevaluations, comparable benefits, participant choice, Provider availability, funding availability, service needs outside the IADL Support Services model, or changes in participant circumstances. MassAbility may also close or pause services when the participant cannot be reached after documented reasonable outreach attempts. If MassAbility and/or the Provider are unable to establish contact with the participant for 30 days, MassAbility may close the service authorization or require reassessment before services resume unless another action is warranted based on health, safety, participant preference, or program requirements.

Providers must notify MassAbility when a participant requests to stop services, cannot be reached, moves, is hospitalized, declines authorized services, repeatedly cancels or cannot provide access, requests activities outside the authorization, receives overlapping supports, or experiences a change that may require reassessment.

Providers must cooperate with MassAbility to support orderly transitions between

Providers or service models.

2.3.2 Participant Choice to Disengage

A participant may choose at any time to disengage from or discontinue authorized services. This may include telling MassAbility or the Provider that they no longer want the service, repeatedly declining scheduled services, or otherwise clearly communicating that they do not wish to continue. When a participant chooses to disengage, the Provider must notify MassAbility promptly and document the participant's expressed preference and relevant service activity. MassAbility will review the circumstances with the participant, when feasible, and determine whether services should be paused, modified, transferred, or discontinued.

A participant's informed decision to discontinue services may result in disenrollment from the applicable service or closure of the service authorization in accordance with the requirements of the purchasing program. A missed visit, isolated cancellation, or temporary inability to contact the participant does not by itself establish voluntary disengagement.

2.4 Service Boundaries and Excluded Services

Services under this RFR are intended to support eligible participants in remaining safely in their homes and communities, maintaining independence, and reducing avoidable need for higher levels of care. Providers may deliver only the service components, activities, frequency, hours, units, dates, and locations that are authorized in writing.

Providers may not add, substitute, expand, or bill for services outside the authorization.

When a participant or Provider identifies a need outside the current authorization, the

Provider must notify MassAbility and request review before delivering or billing for the additional service.

2.4.1 Scheduling and Availability

IADL Support Services are generally expected to be scheduled during regular weekday business hours unless MassAbility authorizes another schedule. MassAbility and

Providers will consider participant needs, workforce availability, geography, language access, disability-related access needs, Provider capacity, and the authorized service plan when arranging schedules.

Participants may express scheduling and worker preferences, and Providers should make reasonable efforts to honor those preferences when feasible. Specific days, times, or workers cannot be guaranteed. Providers must document cancellations, missed visits, and access barriers and notify MassAbility when patterns develop that may require reassessment, schedule changes, service-plan review, or other follow-up.

Providers must ensure that all staff maintain professional conduct and clear service boundaries. Professional conduct includes arriving as scheduled or communicating delays promptly; wearing or carrying identification when required by the Provider;

communicating respectfully; protecting participant privacy; avoiding personal, financial, political, or religious pressure; declining gifts, tips, loans, personal favors; and performing only authorized tasks. Providers must address professionalism concerns promptly and notify MassAbility when concerns affect service quality, participant experience, safety, or continuity.

Frequent cancellations, repeated inability to access the home, or ongoing scheduling barriers may affect the provider’s ability to deliver successful and reliable services.

Providers must document cancellations, missed visits, and barriers to access and must notify MassAbility when patterns develop that may require reassessment, schedule revision, service plan review, or other follow-up.

2.4.2 Direct Care Worker Preferences

Participant preferences regarding IADL Support Workers should be requested, documented, and considered whenever feasible. Preferences may relate to communication style, language, cultural considerations, prior working relationships, scheduling compatibility, or other service-related factors. MassAbility and Providers cannot guarantee assignment of a particular worker.

2.4.3 Services Outside the Scope of IADL Support Services

Unless MassAbility separately authorizes a service, Ancillary Support, or other written exception, IADL Support Services do not include:

• heavy chore or deep cleaning;

• hoarding remediation;

• pest or environmental remediation;

• biohazard or hazardous waste cleaning;

• major sanitation work;

• moving services or large-scale removal of belongings;

• furniture disposal or storage-unit cleanouts;

• extensive IADL organization;

• lawn care, snow removal, exterior maintenance, or window washing;

• structural repairs or home modifications;

• hands-on personal care;

• medical care, skilled nursing, therapy, wound care, or other clinical services;

• medication administration or clinical medication management;

• childcare or pet care;

• services for other IADL participants;

• banking, bill payment, or handling participant mail;

• transportation of the participant unless separately authorized;

• errands outside authorized grocery shopping, medication pick-up, or approved Ancillary Support activity; or

• services exceeding authorized hours, units, activities, dates, locations, or frequency.

When a Provider observes needs or conditions outside the IADL Support Services model, the Provider must notify MassAbility. MassAbility may consider reassessment, referral to another resource, a different service model, one-time ancillary supports pending funding availability, or another response consistent with program authority and available funding.

2.4.4 Service Reductions, Funding Availability, and Program Limits

All services under this RFR are subject to participant eligibility, assessed need, written authorization, Provider capacity, available funding, and applicable program requirements. MassAbility may reduce, pause, modify, or end authorized services based on changes in assessed need, comparable benefits, Provider capacity, participant circumstances, utilization, program priorities, budget limitations, or available funding.

Providers must not continue to deliver or bill for services beyond the written authorization, even when the participant previously received a higher level of service.

When funding or capacity limitations require prioritization, MassAbility may consider risk of hospitalization or institutional placement, availability of natural or other in-home supports, degree of functional limitation, evaluation or reevaluation findings, participant circumstances, and other program-specific factors.

Providers must support participants through clear communication, timely documentation, and coordination with MassAbility when service changes occur. Service changes should be implemented in a respectful, clear, and participant-centered manner that supports health, safety, independence, and community living.

When funding limitations or capacity constraints require prioritization within the scope of homemaker services, MassAbility may prioritize: (1) participants at risk of hospitalization or institutional placement who do not have other natural or in-home supports available;

(2) participants with higher homemaking-related functional limitations identified through evaluation, re-evaluation, survey information, or service-plan review; and (3) participants with lower homemaking-related functional limitations or stronger available supports, who may receive reduced, deferred, or adjusted services as funding and capacity allow. Prioritization decisions remain subject to eligibility, assessed need, comparable benefits, available funding, and MassAbility authorization.

2.5 Outreach, Promotion, and Referral Development

MassAbility is responsible for public information about CLS and other MassAbility programs using this RFR, applicable eligibility pathways, and enrollment into services.

Providers awarded under this RFR do not determine eligibility, approve services, enroll participants, or guarantee access to services under this RFR.

Providers may be asked to support outreach, promotion, and referral development in the geographic areas they serve. Provider communications must be accurate, accessible, culturally and linguistically responsive, and consistent with MassAbility-approved program information. Providers must direct interested applicants and referral sources to MassAbility Connect or another MassAbility-designated pathway.

2.6 Collaboration and Communication with MassAbility

Providers must maintain designated contacts for scheduling, service coordination, contract management, billing, reporting, and backup coverage. Providers must respond to MassAbility within required timeframes and sooner when participant safety, service gaps, or authorization concerns are involved. Providers must promptly communicate changes in participant circumstances, worker availability, authorized personnel capacity, service delivery, and authorization issues and must participate in onboarding, Provider training, performance reviews, technical assistance, audits, and corrective action processes as directed by MassAbility.

2.7 Transportation

Transportation of participants is not included under this RFR unless MassAbility issues specific written authorization and confirms applicable insurance, driver, safety, and billing requirements. Provider travel to and from service locations is not separately billable unless MassAbility expressly authorizes it in writing. Grocery shopping, medication pick-up, or Ancillary Support errands must follow the participant's authorization, Provider policy, privacy requirements, and MassAbility instructions.

2.8 Participant Funds, Grocery Purchases, and Money-Handling Limits

Providers must maintain internal written policies and staff training that protect participant funds, benefits, financial information, and personal property. Provider staff, IADL

Support Workers, volunteers, and any person acting on behalf of the Provider may not manage a participant's money or financial affairs except for the limited purchasing activities expressly authorized under this RFR.

Managing money includes reconciling accounts; writing checks; using bank, debit, credit, ATM, mobile banking, payment-app, or digital-wallet access; withdrawing cash;

paying bills; holding or storing participant funds or financial credentials; serving as a representative payee or fiduciary; or otherwise controlling participant finances.

2.8.1 Limited Grocery Purchasing

IADL Support Services may include grocery shopping only when authorized in the participant's written service plan or service authorization. Providers must maintain safeguards for payment, receipts, change, documentation, and communication with the participant and MassAbility.

Cash provided by the participant may be used solely for the authorized grocery purchase. The IADL Support Worker must obtain an itemized receipt when available, return remaining change, and document the transaction.

A check may be used only when made payable directly to the specific grocery store or vendor. The check may not be made payable to the IADL Support Worker, Provider, or any person acting on behalf of the Provider.

A participant's EBT card may be used for authorized grocery shopping only when requested by the participant and permitted under the Provider's written policy. The IADL

Support Worker may not keep or retain the card or PIN.

A store account, delivery account, or pre-arranged payment process may be used only when established and controlled by the participant unless MassAbility approves a specific written process.

2.8.2 Required Provider Safeguards

Provider procedures for authorized purchasing must address how payment is received, how amounts spent and change returned are documented, how receipts are retained, how participant financial access is protected, how suspected exploitation or misuse is reported, how supervisors review transactions, and how the Provider responds when a participant cannot provide a safe payment method.

Provider staff may not purchase items for themselves using participant funds, combine participant and personal purchases, accept loyalty rewards or incentives from participant purchases for personal use, or substitute items for personal convenience rather than participant preference unless the substitution is necessary and documented.

2.8.3 Referral of Other Money-Handling Needs

All money-handling needs outside authorized purchasing must be referred to the

MassAbility case manager or designated program staff. The Provider may not expand the IADL Support Worker's role to include bill payment, banking, budgeting, account management, benefits management, or other financial support without separate written authorization.

2.9 Reporting Concerns

Providers must report suspected financial exploitation, theft, misuse of funds, coercion, missing property, or other concerns involving participant money, benefits, or property in accordance with MassAbility incident-reporting requirements, mandated-reporting requirements, and Provider policy. The Provider must immediately remove a worker from a situation involving unresolved concerns when continued assignment could place the participant, worker, or Provider at risk.

2.10 Participant Voice in Program Operations

Providers must deliver services in a way that respects participant goals, preferences, communication style, culture, language, accessibility needs, privacy, home routines, and right to raise concerns. Providers must have a process for receiving participant feedback, acknowledging complaints within one (1) business day, notifying MassAbility when required, and using feedback in quality improvement. Participants must not be required to own a smartphone, internet service, or other technology as a condition of receiving services.

2.11 Physical Site

This RFR does not require a participant-facing Provider site. Services are generally delivered in the participant's home or another MassAbility-approved service location.

Providers must maintain administrative capacity, secure records, supervisory availability, and technology access sufficient to fulfil contract requirements.

2.12 Hours of Operation

IADL Support Services are generally expected to be delivered during regular weekday working hours, Monday through Friday. These services are planned, authorized supports and are not emergency, on-call, overnight, or crisis-response services unless

MassAbility establishes a different service model in writing.

Evening, weekend, holiday, or other non-standard hours are not guaranteed. A Provider may offer non-standard hours when it has capacity, the schedule is consistent with the participant's authorization, and MassAbility permits the arrangement. Supervisory support must be available during all hours when workers deliver services.

Providers must report any material reduction in business hours, service hours, staffing, supervisory coverage, geographic coverage, or referral capacity to MassAbility within two (2) business days. Providers may not accept referrals or continue service schedules they do not have capacity to support.

2.13 Provider Portal Requirements

All Providers delivering services under this RFR are required to use the MassAbility

Provider Portal for all contract-related activities. The Provider Portal is the central, standardized system for documentation, communication, referral activity, service updates, reporting, and contract-related information unless…