2-Attachment 2-B Offeror's Experience and Capacity.pdf

Solicitation Instructions Part 2

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B o n l i n e a t : A P P . A Z . g o v

Offer Forms

Request for Proposal Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Attachment 2-B Offeror’s Experience and Capacity

The Offeror is cautioned that it is the Offeror's sole responsibility to submit information related to the evaluation categories and that the State of Arizona is under no obligation to solicit such information if it is not included with the Offeror's proposal. Failure of the Offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal. It is strongly discouraged for you to copy the Scope of Work in lieu of providing unique responses below.

OFFER MAY BE DETERMINED AS NON-RESPONSIVE IF ALL QUESTIONS ARE NOT ANSWERED FULLY.

Question 1: Describe the Entity’s experience providing parenting time services, including the number of years of experience, history and capability.

Offeror Response:

Family Service Aides (FSA) was established in 2016, in Maricopa County, Arizona and was awarded its first Supervised Visitation Only (SVO) contract in August of the same year. In 2017, FSA bid on and was awarded the SVO and Parent Aid (PA) contract. In 2018, FSA extended its SVO and PA services through a contract award for Pinal County. In 2021, FSA was awarded the Family Connections (FC) and SENSE contract. In 2022, FSA was awarded the Post Permanency contract. In total, FSA has three (3) active contracts with the Arizona Department of Child Safety (ADCS). All contracts have been renewed annually or in the case of the PA contract, run through its expiration. FSA has been providing services on behalf of ADCS since 2016, including supervised parenting services, for eight (8) years.

FSA’s mission of helping families reunite and vision of modeling to employees the way services should be provided to families to create stability and strengthen Arizona families, is firmly rooted in the values of CEO, Michelle Cerniglia. FSA believes that when employees are valued, cared for and respected, receive training and ongoing professional development, have clear expectations with accountability, along with competitive pay and recognition, in a supportive environment, with culturally diverse individuals, and opportunities for collaboration and advancement, that employees are more likely to focus on their clients. FSA fosters a growth mindset and strives to model excellent service delivery to its employees.

Indeed.com March 23, 2025, 12:00 pm 5 Star Review - Best Job Ever Case Aide (Current Employee) November 18,2024 “This company has shown what a true company can do for families and employees. I have had great success working at this company. I love that we provide supervised visits to families and support the families we take care of as well as the coworkers we see on a daily basis. I highly recommend this company for services with families as well as employment.”

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

FSA has grown from a small company of six (6) employees to a thriving company of forty-eight (48) employees, with administrative offices and the Good Living Center (GLC), located together in Phoenix, Arizona. FSA is centrally located in midtown Phoenix, within city bus routes and adjacent to light rail transit system, making the GLC accessible to families who have community visits and rely on City transportation. Additionally, FSA has eight (8) company vehicles that Case Aides use daily, to safely drive children to and from Supervised Parenting Time. FSA also provides all Case Aides with car seats to ensure proper installation and safety.

The FSA Resource Coordinator has also used company vehicles to provide rides for parent(s)/caregiver(s) who have a visit at the GLC, are close in proximity, but do not have transportation, as well as to drive parent(s)/caregiver(s) to the hospital and to Mind 24/7, a mental health facility. Additionally, the Resource Coordinator has provided transportation within Phoenix, one hundred twenty-six (126) times for the past three

(3) years for parent(s)/caregiver(s) who want to attend the FSA parent support groups, but do not have transportation. FSA has also provided transportation for parent(s)/caregiver(s) when an ADCS contracted transportation provider has failed to provide the service.

To aid in the consistent delivery of services, FSA regularly makes decisions to provide tools and resources in consideration of its employees and their immediate and anticipated needs. For example, during the COVID pandemic when Governor Ducey issued the “Stay at Home” order, FSA transitioned to virtual services in less than 24 hours, ensuring zero disruption to service delivery. This swift pivot allowed FSA to continue supporting families remotely, with zero gaps in service, demonstrating FSA’s commitment to continuous service provision even in the most challenging circumstances, because FSA provides technology for employees with Internet service.

Further, FSA immediately adopted a COVID safety policy which was forwarded to DCS and recognized in a 2020 Vendor Performance Review (VPR) by the Statewide Coordinator, Raven Bracy, as being aligned with ADCS policy.

The brochure was distributed to other supervised parenting time providers by ADCS. FSA also purchased Personal Protective Equipment (PPE) items and provided them for all employees to mitigate the spread of COVID. Further, FSA converted its administrative offices into private visitation spaces for parents to physically meet in the initial stages of the reopening of business, until securing a second designated location for supervised parenting time.

FSA is extremely capable when working in collaboration with the Department. FSA continues to increase its contracts and services, and its capacity for servicing families. In fact, when ADCS had a significant SVO/PA parent waitlist (2022-2023) and continuously implored providers to staff up to help the Department, FSA responded and was able to order twenty-five (25) parent referrals in single requests on twenty-eight (28) separate occasions. FSA leadership participates in ADCS Service Provider meetings and meetings with the Arizona Council for Human Service Provider to remain aware of the Department’s struggles and be part of the solution.

Since its initial contract award, FSA has provided home and community services to approximately seven thousand (7,000) families in Maricopa and Pinal Counties. Services which required collaboration with ADCS Statewide Coordinators, Supervisors, Safety Specialists, and parents/caregivers who were in different states of reunification or severance. Each with varying degrees of trauma and trauma exposure, including sexual violence, domestic violence (DV), Intimate Partner Violence (IPV) and physical abuse, substance dependance and abuse, mental

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SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts health issues and diagnoses, neglect, and parenting abilities. FSA also navigated working with foster families and kinship out-of-home (OOH) placements, who had strong beliefs about the children they were caring for and the parents/caregivers.

FSA provides SVO services or Supervised Parenting Time for families in communities, ADCS offices, visitation centers, sober living homes, and parent’s homes. The SVO (Supervised Parenting Time) team includes the Program Director, Supervisors, Referral Coordinator, Data Specialist, and Case Aides. Together, the team ensures the consistent delivery of services to families through direct communication via secure platforms, including email, text, calls, and Microsoft Teams. They also use tools such as the Referral Central List, summary notes, calendars, and regular team meetings to coordinate and review progress.

The CEO is committed to providing professional growth and training opportunities for the SVO team. In 2024, the CEO sent the SVO Supervisor and Referral Coordinator to the Ultimate Leadership Workshop in Orange, California. The five (5) day workshop covered trauma, grieving, and healing through connection among other leadership topics. In 2024, the entire company received training on (DV) from the Arizona Council to End Sexual and Domestic Violence.

Case Aides also received mental health awareness training from the National Alliance on Mental Illness (NAMI), Visitation Safety from Street Smarts, and 14-hours of Cultural Proficiency and Boundaries from Senta Burton, MSW of Senta Burton Consulting, grief counseling from Heidi Broulette MA. LPC. of Discovery and Wellness Counseling. Other training included communication, trauma, bias and rapport, time management, and more.

Training in 2025 for March and April, includes Harvest Compassion, Hope Women’s Center, NAMI, and Mind 24/7.

The Program Director is responsible for ensuring contract compliance according to the Scope of Work (SOW) and maintaining high-quality service delivery. This includes providing mentorship and oversight for the supervisors, referrals, data, and the overall program.

Supervisors manage referrals by requesting them from the Referral Coordinator. Upon receipt of a referral, the Supervisors, make initial contact with the parent(s)/caregiver(s), and staff and assign referrals to Case Aides. They also conduct monthly one-on-one supervision sessions and complete field checks with each Case Aide.

Supervisors are copied on emails to ADCS Safety Specialists and stay updated on the status of each referral.

Supervisors attend Team Decision Meetings (TDM) and Child Family Team Meetings (CFT)s to further support Case Aides in service delivery and advocacy.

The Referral Coordinator is responsible for communicating weekly capacity to the ADCS Referral Unit. Upon receiving a referral, they create a hard copy case file and send the FSA Welcome Letter to the parent(s)/caregiver(s). The FSA Welcome Letter includes the agency name and contact information, name, and contact information for the Case Aide, a brief description of Supervised Parenting Time, FSA parent resources, information about a parent satisfaction survey, and an email address to contact the CEO with questions or concerns.

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SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The Program Director, Supervisors, and Referral Coordinator track all referrals on the Referral Central list. This involves updating referral information and service authorizations. The Referral Coordinator sends out notifications to ADCS Safety Specialists of pending closures at the thirty (30) day mark, and weekly thereafter. The Referral Coordinator also assigns company vehicles for use and is responsible to schedule all vehicles for maintenance and service.

The Data Specialist receives all Supervised Parenting Time documentation and is responsible for reviewing it for accuracy and completeness prior to uploading it to the ADCS Child Welfare Data System, Guardian. Documents are reviewed to ensure parent-child engagement and service delivery. The Data Specialist tracks the number of units for each parent/caregiver, ensures that when a visit is canceled that a makeup visit has been offered within the same week, and that documentation is submitted on time. Additionally, the Data Specialist tracks all SVO data and is responsible for completing and submitting quarterly reports to ADCS Fidelity and Compliance Unit.

Case Aides are required to work at least one (1) weekend day and carry a minimum caseload of seven referrals.

FSA’s policy is to assign two (2) Case Aides for referrals with 4+ children to ensure supervision and safety of the children. FSA also provide transport assist (TAs) for referrals with multiple children or children who are separated by long-distance, to minimize mileage reimbursement costs to ADCS and travel time for children. Case Aides receive referrals and initiate contact with the parent(s)/caregiver(s), OOH placement(s), and ADCS Safety Specialists within 24-hours and document all attempts. Case Aides establish visitation schedules that best meet the needs of the parent(s)/caregiver(s) and child(ren).

All Case Aides receive forty (40) hours of initial training for their position. Training encompasses the duties and responsibilities of the Case Aide position, timelines, and forms as well as parenting skills, child development, trauma and de-escalation, professional boundaries, how to end visits early, mandatory reporting, cultural competency, and car seat training as well as seven (7) online modules on the Relias platform. Additionally, Case Aides complete the required ADCS training, and shadowing of experienced Case Aides in the field, to ensure competence. They also attend the monthly companywide trainings and Case Aide Team meetings.

FSA’s current location is also home to the Good Living Center (GLC). The Center is open for use by other provider agencies and ADCS to utilize for supervised parenting time, Nurturing Parenting Program (NPP) services, and Family Connections (FC). The GLC has four (4) full time employees who provide support. Agencies who have provided services to their clients at the GLC include New Leaf, Arizona Baptist Children’s Service, Cornerstone, ADCS, Home Community, Life Tran, Maximum Family Care, Pinnacle Services, Voyager, and We Care.

Feedback provided from a family receiving services at the GLC, from Arizona Baptist Children’s Services.

Family – Name Omitted, February 2024

“We have been coming here since November 2024. 1.) It’s a great & clean place for family (sic) to come & see their children that’s been taken away from them. 2.) The staff or employees are respectful & helpful at this center. 3.) This center we like more cause, they have a family room were (sic) we can spend time with our daughters like a family again…this center is a great place.”

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The GLC is filled with comfortable seating, has games for all ages, books, toys, Easy Roller ride on cycles for parents and children, and climbing structures. The GLC also has an art instructor that facilitates art activities for parents and children of all ages, to encourage parent/child engagement. The GLC has a kitchen equipped with items for families to cook together. Additionally, FSA partners with St. Mary’s Food Bank for the Kid’s Café. A program that provides prepackaged meals for children at no cost.

In 2024, FSA co-hosted a Back-to-School event with Arizonans for Children, which was held at the GLC.

Participants at the event included: Hushabye Nursery, Circle the City, Maricopa County Sheriff’s Office, Free Arts, Church on the Streets, Triple P Practitioners, an optometrist, and barbers. Combined, there were over 167 backpacks filled with school items distributed. In addition to the backpacks, food boxes and clothing was also provided.

The FSA Resources Coordinator provides resources to all families. Resources include food boxes, hygiene kits, bakery items, formula and diapers, and clothing from the FSA Sunflower Boutique. This past year FSA provided over 1,050 food boxes to families and helped 1,019 individuals with clothing.

FSA has spoken with many of its clients and asked for feedback regarding service barriers. Overwhelmingly, the response from parents/caregivers was having to go to two (2) or three (3) locations for services at opposite ends of town and using City transportation or waiting for ADCS transportation. FSA seeks to mitigate barriers to service engagement through offering convenience and multiple services and resources in a single location, thereby increasing parent/caregiver engagement and strengthening families, while reducing parenting stressors.

FSA opened the Grocer’s Bag within the GLC. The Grocer’s Bag is a small market, complete with fresh produce, dairy items, breads and cereals, meats and deli items, and other healthy foods and snacks. Offering this resource makes it easier for parents as many parents bring food and groceries with them in extreme heat while riding City transportation. This also provides an opportunity for parents to shop with their children. It provides healthy options, an opportunity for budgeting, and increased parenting skills which can be easily observed and documented.

FSA is adding counseling services onsite to further support AZ families. FSA has received its national NPI number and is in the process of getting approved through AHCCCS. Services will be available in person and virtually, making it convenient for families.

Additionally, FSA supports families receiving Supervised Parenting Time through parent support and women’s self-care groups. Groups are held weekly. In 2024, FSA provided a total of eight (8) Positive Parenting Program (Triple P) courses and seminars to clients and the community.

Also, to strengthen OOH providers who are caring for children and clients of FSA and other providers, FSA launched a weekly Foster and Kinship Care Support Group on March 20th, 2025. This group is supported through training and curriculum from Creating a Family, a nationally recognized foster and adoption non-profit.

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SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

FSA consistently seeks ways to support clients and families on behalf of ADCS and is grateful for the opportunity to do so.

Question 2: Provide a detailed plan of how your agency will be ready to serve cases on the go-live date, after award. The response shall at a minimum describe and provide a response for each of the following bullet points listed below:

Provide the anticipated number of referrals your agency expects to have the capacity to serve on the first day of contract implementation.

Does your agency anticipate an increase in capacity throughout the contract term? If yes, describe your plan for scaling up, including timelines, staffing, and resource allocation.

Describe how your agency tracks and manages service capacity and the progression of referrals (cases) in real-time. What tools, systems, or processes do you use to ensure timely scheduling and service delivery?

Offeror Response:

FSA will be able to request 75 Parenting Time referrals on the go-live date.

Currently FSA ‘s contracted capacity is 75 SVO referrals or 75 families in a 90-day period, or 300 families annually;

however, FSA has consistently served between 100 – 125 families in a 90-day period, or 400+ families annually.

To support the request of 75 Parenting Time referrals on the Go-Live date, FSA will hire an additional 15 Case Aides by July 1st, 2025, thereby increasing capacity, along with two (2) Parenting Time Supervisors, for a total of three (3) supervisors and 30 Parenting Time Case Aides. Current SVO referrals will close services at a maximum of 90-days after the Go-Live date increasing FSA’s capacity to 125 referrals or 125 families in a 90-day period, or 500+ families annually.

As the contract award date is announced, FSA will begin to move SVO referrals to newer Case Aides, so that the more experienced Case Aides, will be ready to serve new referrals under the Parenting Time contract. The experienced Case Aides will have had significantly more training. FSA will also continue to utilize the current closure procedures to communicate with ADCS to ensure that referrals do not remain open when families are disengaged, in treatment facilities, or incarcerated.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

FSA uses the following model to determine capacity and consistency of services. Every Case Aide is required to flex their schedules to accommodate the needs of the child(ren), parent(s)/caregiver(s), and OOH placements.

Case Aides are required to work a minimum of one weekend day, evenings, daytime and morning hours.

A typical SVO referral is generally 52 units (hours) during a 90-day period, with one (1) four (4) hour visit or two

(2) two (2) hour visits per week. Based on this, the minimum caseload for a Case Aide is seven (7) referrals. The average time for a two (2) hour visit is approximately 5.75 hours including documentation.

In 2024, FSA Case Aides completed more than 4,229 visits for supervised parenting time, of which 333 were eight

(8) hour visits, on their combined caseloads, for an average of 6.5 eight (8) hour visits per week. In addition to the visits that took place, there were significant no-shows on the Case Aide’s schedules. The approximate time for a no-show is 2.75 hours. FSA reinforces the importance of engagement with families, which includes makeup visits within the same week, if canceled. With the current model, FSA serves 105 families in a 90-day period.

FSA is capable of handling the range of the new Parenting Time contract of one (1) to eight (8) hours of visitation per week. In hopeful anticipation of a contract award, FSA has reviewed the new program forms with FSA leadership and created a training program to support the transition. FSA leadership is aware of the new ADCS training requirements in the Supervised Parenting Time contract for Case Aides and will ensure that the new training is completed. Additionally, all Case Aides are provided with a Case Aide binder that includes a copy of FSA leadership contact information, policies and procedures, SOW, timelines, program forms, and resources on child development, parenting, conflict resolution, DV, trauma and de-escalation, etc. and a list of resources to address emergency and concrete needs.

To ensure consistent service delivery, FSA has eight (8) company vehicles allocated for use by Case Aides and will expand the company fleet by three (3) additional vehicles by 2026. FSA provides iPhones and iPads as well as car seats for every Case Aide. FSA has 15 Case Aides, eight (8) of who are bilingual, and several who speak multiple languages.

FSA has always been able to meet its capacity and supported the Department when the waitlist for services was well over 500 families. This required FSA to hire and staff up, which was also encouraged by ADCS. In 2024, when the waitlist for services significantly decreased, FSA reassigned Case Aides to support other services and offerings.

FSA has proven to be agile and will respond accordingly to the demands of the Department as it has and continues to do.

FSA will continue to participate in Department and Arizona Council for Human Service Provider meetings and monitor the weekly waitlist to forecast hiring needs. FSA utilizes Indeed, Maricopa Community College job boards, and social media to promote job openings. The Human Resource Manager will continue to screen

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SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts resumes, schedule interviews, and offer employment to qualified applicants who meet the hiring requirements in the Scope of Work (SOW). Start dates are typically the 2nd and 4th week of the month, to allow for a shortened time for new employees to receive paychecks. From the hire date to the completion of onboarding, is 10 days.

This allows for the completion of ADCS training, online training through Relias, in person FSA training, and shadowing in the field.

To ensure that families are served timely, the (SVO) Supervised Parenting Time administrative team, meets weekly. Referrals are requested in accordance with ADCS Referral Units requirements. Once referrals are received from the ADCS Referral Unit, the FSA Referral Coordinator immediately acknowledges receipt in Guardian. The Referral Coordinator adds the referral information to a Referral Central list and provides the referral to the Supervisor the same day.

The Supervisor makes immediate contact with the parent(s)/caregiver(s). The Supervisor contacts the Case Aide and staffs the referral. The Supervisor sends the referral through secure email to the Case Aide the same day.

The Case Aide is required to contact the OOH placement to introduce themselves, provide their contact information and the name and contact information of the company. The Case Aide also determines the scheduling needs of the child(ren). The Case Aide then contacts the parent(s)/caregiver(s) to set up a visitation schedule, based on the information provided in the referral. The Case Aide then contacts the ADCS Safety Specialist to introduce themself and provide their, their supervisor’s and the company’s contact information and visitation schedule. The Case Aide schedules the 1st visit within five (5) days; however, if the visit is unable to take place due to limitations from the parent(s)/caregiver(s) or OOH placement, the Case Aide documents this and the reason why as well as when the visit will be scheduled. Further, the Case Aides must copy their supervisor on all emails to ADCS Safety Specialists. Email signatures include the Case Aide’s contact information and the name and contact information of their immediate supervisor.

The Case Aide is required to add the name of the client and visit dates and times to their Microsoft Outlook Calendar. The calendar is required to be updated weekly with any changes. The Program Director checks documentation against the Case Aide’s calendar to ensure that services have taken place. In most instances, the Case Aide is already in contact with their supervisor when a parent/caregiver has cancelled a visit and if a Case Aide has requested coverage or is unable to facilitate a visit. The Supervised Parenting Time team utilizes a Microsoft Teams thread to communicate internally for visit needs. FSA is looking into real time solutions for tracking documentation, such as Extended Reach. A software for social work and case tracking.

FSA has forms for updated case information and visit coverage that Case Aides must complete and submit to their supervisor. The Master list is then updated. The Data Specialist tracks all cases and units, reasons for cancellations, dates of makeup visits, extensions and closures on the Data Central list.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The Referral Coordinator utilizes the Referral Central list and Microsoft Outlook and Calendar to send out extension and closure notices to ADCS Safety Specialists.

Further, Case Aides meet monthly to staff cases with their supervisor during supervision. Case statuses are also confirmed during Case Aide team meetings.

The SVO Administrative team is always aware of case status and progression as are the Case Aides who service the families.

Question 3: Provide examples of challenges your agency has encountered in parenting time services and how you addressed them. Include challenges with maintaining contract capacity, if applicable.

Offeror Response:

FSA has had zero contract capacity challenges, nor has FSA ever sent a referral back or refused to service a client of ADCS. FSA has also exceeded its contracted capacity throughout the life of the contract.

In challenging cases, when referrals close prior to an ADCS Safety Specialist putting in an extension which had been discussed, and the parent(s)/caregiver(s) and Case Aide have built a solid rapport, parents have contacted the CEO. The CEO will advise the FSA Referral Coordinator to contact the ADCS Referral Unit to accept the extension, to support the parent(s)/caregiver(s) engagement success.

In 2019 – 2021 when COVID-19 required virtual visits, and personal protective equipment (PPE), FSA was prepared. FSA was able to transition to virtual services without interruption because Case Aides were already equipped with Internet and company technology. When services gradually returned to in person, FSA had already purchased PPE and developed a safety procedure, which was recognized by ADCS. FSA also converted its administrative offices to visit space for parent(s)/caregiver(s) and their child(ren). There was no interruption in services.

In 2020, ADCS held regular provider meetings and implored providers to staff up to meet the demands of the Parent Aid (PA) and SVO programs due to increasing waitlists. FSA routinely attended meetings, offered feedback, communicated to ADCS about efforts to support a reduction in the waitlists. Communication continued from ADCS indicating that although the Nurturing Parenting Program (NPP), Family Connections (FC) and SENSE contracts had been awarded, that services for PA would continue due to the number of families that needed to be serviced on the ADCS waitlist. Subsequently, further communication from ADCS continued directly to Providers and through Arizona Council of Human Service Providers meetings, requesting providers to staff up.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

FSA did so and hired additional Parent Aides to support the Department’s request and requested 30 PA referrals in the morning of 9/17/2020. The same day ADCS sent an email from procurement stating that effective immediately, ADCS would stop referring for PA services. This presented a challenge as FSA had hired and trained staff, at a significant cost, to meet the waitlist demands. CEO Michelle Cerniglia contacted the Department and requested that the PA referral request be honored. Alex Ong agreed, and the Referral Unit assigned the last 30 PA referrals.

In 2022 FSA adapted to the change in the state’s data platforms. The switch from CHILDS to Guardian proved to have more internal limitations than projected. This included delays for approval of invoices, missed invoices and payments, out of date client contact information, and periods of system down times. FSA continued to communicate with ADCS and work through these challenges along with the provider community.

FSA participates in out-of-home/provider meetings and Child Welfare meetings through the Arizona Council of Human Service Providers, to stay current on issues and changes with the Department and services. FSA’s CEO routinely provides input and feedback when asked to do so and relies on her team for ideas, input, and solutions.

In 2018 and in 2024, FSA lost two (2) employees, one by accident and one by suicide. Both times, the CEO had the unfortunate responsibility of informing the team. In 2024, the employee who passed by suicide was the Human Resources Manager, a key personnel member. This was extremely devastating to the team. The CEO encouraged the team to grieve together while at work through shared meals and memories and other activities. While this was debilitating emotionally, the FSA team supported one another and continued to work through it. FSA was able to maintain its capacity and serve families while continuing to provide the HR services. Further, FSA continued to hire employees, including Case Aides. FSA is hiring for an HR Manager and will hire 15 Case Aides and one (1) Supervisor, by July 1st, 2025, to handle the increased capacity.

Frequent turnover of ADCS Safety Specialists and non-responsiveness have posed challenges for FSA. FSA reaches out to the ADCS Supervisor listed in the referral. If the Supervisor is not listed, the contact information may be found in the ADCS Safety Specialist’s voice message or in the last email communication. FSA also utilizes the ADCS contact list which is sent out to providers. The Case Aide will request updated ADCS Safety Specialist contact information. FSA also utilizes the ADCS contact list which is sent out to providers. Typically, the parent(s)/caregiver(s) or OOH placements, know of the change a head of time and provide the contact information to the FSA Case Aide.

When communicating with ADCS Safety Specialist, Case Aides typically send emails for documentation purposes.

If the ADCS Specialist does not respond the Case Aide will send an email labeled “2nd Attempt” to the ADCS Safety Specialist and their Supervisor. If there is no response, the Case Aide will send another email labeled “3rd Attempt” to the ADCS Safety Specialist and their Supervisor and/or Area Program Manager (APM). The FSA Supervisor and/or Program Director will also attempt contact and may reach out to the ADCS Statewide

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Coordinator for assistance. FSA also allows texting and phone calls to support ongoing communication.

Question 4: Describe your agency's experience in partnering with Child Welfare entities and/or other related fields, including examples that required collaboration and coordination.

Offeror Response:

FSA is collaborative with the Arizona Department of Child Safety (ADCS) and has been recognized for it. In 2020, the Statewide Coordinator, Ravey Bracy, submitted a positive Vendor Performance Review (VPR), in May 2020, regarding collaboration.

“In November 2019, the Provider opened a visitation center in Pinal County. At the Provider Meeting in February 2020, the Provider asked to make an announcement to the group to inform all Providers that the visitation center is open for all to use.

In May 2020, during the COVID crisis, the Provider created a brochure for their staff to distribute to parent(s)/caregiver(s) as services began to transition back to in-person. The information included on the brochure was closely aligned with the directives from DCS leadership. When asked if this resource could be shared with all PASVO providers as a guide, Michelle Cerniglia (CEO of Family Service Aides) willingly agreed and was happy to share this resource.

Generally speaking, Michelle and the entire management team have been very collaborative and helpful to the Department as a whole. Their partnership is appreciated as they continue to service DCS families and children in.”

FSA continues to make available the space for ADCS and other providers. Providers include Voyager, Maximum Family Care, Arizona Baptist Services, Hope Community, Pinnacle Services, New Leaf, Cornerstone, Life Trans, We Care, and ADCS Glendale, Peoria, Avondale, Casa Grande, and Yuma.

Since 2022, FSA has and continues to collaborate with ADCS contracted Nurturing Parenting Program (NPP) providers to schedule supervised parenting time on a day and time in which all parties will be present. This allows for parent observation of the parent by the NPP, for the purpose of delivering NPP parent education.

In 2024, FSA partnered with Arizonans for Children in July and October, for community events. The events included a Back-to-School event, in which 167 backpacks were distributed to children in need of school supplies. In attendance for the event were partners from Hushabye Nursery, Circle the City, Church on the Streets, Free Arts, Maricopa County Sheriff’s Office, an optometrist, and barbers.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

In December, FSA worked with the Maricopa County Sheriff’s Office for the Toys for Tots program as well as Arizonans for Children, to provide Christmas gifts to 50 families.

To further develop support for families of emergency and concrete needs, FSA continues to refer families for food, mental health, substance dependence, and shelter services to community agencies such as Touchstone, JFCS, UMOM, the Halle Center, the Maverick House, the Family Involvement Center, the Dream Center, Harvest Compassion, and Mind 24/7.

In 2024, FSA also provided $500 to Church on the Street to sponsor an event for women who had been sex trafficked.

In 2025, FSA received a positive Vendor Performance Review (VPR) which highlighted the work of an FSA Case Aide ensuring a parent remained safe when an ADCS contracted provider was significantly delayed.

“In the (client name omitted) the ADCS Specialist highlighted Reina in going ‘above and beyond’ her duties as an SVO CA.” DCSS described how Reina ensured updated information from MTBA was communicated to the DCSS to ensure the mother would be transported home. Additionally, she was appreciative that Reina was able to have the mother wait inside the visitation center (GLC) for an extensive period of time waiting for transportation and made sure she was safe.”

FSA is a member of the Arizona Council of Human Service Providers and the Arizona Coalition to End Sexual and Domestic Violence. FSA frequently collaborates with Arizonans for Children and other community organizations.

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