2-Attachment 2-B Offerors 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:

Compass to The Crest was established in February 2022 to formalize and expand a long-standing commitment to child welfare services. While the agency itself is three years old, its foundation is deeply rooted in over two decades of expertise in mental and behavioral health care, child advocacy, and family support. At the forefront of this expertise is Dr. Jennifer McChristian, LCSW, whose 22 years of experience in child protective services and family preservation have shaped Compass to The Crest’s trauma-informed and family-centered approach to care.

In November 2024, Compass to The Crest expanded its service model, transitioning from primarily supporting organizations, such as providing therapy to group homes and contracting with clinics and companies, to offering direct services to individuals. This expansion allowed clients to access therapy, behavioral health coaching, and case management services without needing an intermediary referral while still maintaining the option to be referred by partner agencies, companies, and clinics. By broadening service accessibility, families in need of support and mental health services can now engage with

Compass to The Crest more seamlessly, ensuring they receive the care and resources necessary for stability and long-term success

Since expanding to direct-to-client services, Compass to The Crest has:

• Expanded staffing capacity fivefold, growing from 1 clinician in late 2023 to 5 clinicians in 2024, demonstrating the ability to rapidly scale to meet demand. To date, Compass to The Crest has expanded further to 7 clinicians, reinforcing our commitment to maintaining service availability and meeting increasing referral needs.

• Increased families served by over 600%, growing from 7 families in 2023 to 50 families in 2024, reflecting a measured and sustainable scale-up process.

https://procure.az.gov/bso/

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

• Enhanced service utilization, providing 578 therapy, coaching, and case management sessions in

2024, a 16-fold increase from 2023.

• Strengthened client engagement, with the average number of sessions per client more than doubling from 5 in 2023 to 11.5 in 2024, ensuring families receive consistent, structured support.

• Built a scalable service model, positioning Compass to The Crest for continued expansion in

Arizona’s child welfare and behavioral health sectors.

Leadership Background & Key Qualifications

Dr. Jennifer McChristian, LCSW, is a recognized leader in child welfare and behavioral health, with 22 years of frontline and administrative experience. Her extensive background in child protective services, case management, crisis intervention, and family preservation has shaped Compass to The Crest’s structured, trauma-informed, and family-centered approach to behavioral health and family support services.

Dr. McChristian has worked extensively with DCS, juvenile courts, and community-based child advocacy organizations to enhance family stability and improve outcomes for at-risk children. Her leadership ensures that Compass to The Crest’s services align with Arizona’s child welfare priorities and best practices in family reunification and behavioral health coaching.

Relevant Experience in Parenting Time Supervision & Child Welfare Services:

• Family Case Manager 2 (2003–2007), FSSA - State of Indiana, Marion County o Investigated child abuse and neglect allegations in collaboration with law enforcement.

o Completed safety, risk, and needs assessments for at-risk families and children.

o Provided counseling and supportive services to families to maintain children's safety in their homes.

o Made community referrals and collaborations as necessary to support families.

• Assistant Director of Clinical Services (2007–2008), Firefly Children and Family Alliance

(Formerly Children's Bureau) o Oversaw a $1.3 million budget to implement family preservation initiatives.

o Trained frontline professionals in eco-mapping, genogramming, and financial planning to improve service coordination for at-risk families.

o Developed structured behavioral health intervention protocols, supporting high-risk families in mental health and coaching settings.

• Owner/Consultant (2007–Present), The Crest Coaching, Counseling, and Consulting o Provides mentoring, coaching, and clinical oversight for students and graduates in social work and behavioral health fields.

o Contracts with multiple agencies to provide assessment, diagnosis, treatment planning, and therapy services for children, adolescents, and adults.

o Facilitates connections between community-based, non-profit, and faith-based organizations to maximize the overall impact on targeted populations.

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

This extensive behavioral health and leadership experience has shaped Compass to The Crest’s trauma-informed, family-centered approach to mental health, behavioral health, and family support services.

Key Milestones & Organizational Growth:

Since its inception, Compass to The Crest has quickly established itself as a trusted provider of therapy, behavioral health, and coaching services, helping individuals and families improve emotional well-being, develop coping strategies, and strengthen interpersonal relationships. Our services are culturally responsive, developmentally appropriate, and aligned with the best practices in behavioral health and family support.

• 2022 – Agency Foundation & Service Launch o Established partnerships with state agencies, behavioral health providers, and community organizations to expand access to behavioral health, therapy, and coaching services.

o Developed service models focused on trauma-informed therapy, skill-building, and emotional regulation support for individuals and families.

• 2022-2023 – Rapid Growth & Workforce Expansion o Hired behavioral health coaches to expand access to mental health, behavioral health, and coaching services for individuals and families.

o Further implemented evidence-based interventions focused on emotional regulation, skill-building, and trauma-informed care, enhancing client engagement and overall well-being.

• 2023-Present – Technology Integration & Service Optimization o Expanded from organization-based contracts to include direct service provision for families needing behavioral health and mental health support.

o Increased referral acceptance rates and enhanced operational efficiency through real-time case tracking.

o Implemented data-driven performance tracking to ensure compliance with contractual requirements and measurable improvements in client outcomes.

• 2025 – Future Growth Projection o Expand capacity to serve 100 families annually, ensuring greater access to parenting time and behavioral health services.

o Increase staffing by 3-5 additional clinicians to meet rising referral demand.

o Continue enhancing technology-driven service tracking to streamline operations and improve scheduling efficiency.

Multi-Agency Collaboration & Community Partnerships

Compass to The Crest prioritizes collaboration with key stakeholders to ensure that families receive comprehensive, wraparound behavioral health and family support services. Our formal partnerships and accepted insurance plans include:

• Arizona Department of Child Safety (DCS)

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 o Provides counseling, behavioral health coaching, and case management services for parents and children involved in the child welfare system.

o Coordinates referrals and service plans to support family reunification efforts.

• Arizona Health Care Cost Containment System (AHCCCS) (Medicaid) o Ensures access to behavioral health and mental health services for families including those involved in parenting time services.

• Sunflower Living LLC o Provides behavioral health services for children in group home care.

• Accepted Insurance Plans for Behavioral Health & Counseling Services:

o Traditional AHCCCS (Arizona’s Medicaid program) o American Indian Health Program (AIHP) o Tribal ALTCS (Arizona Long Term Care System) o Tribal Regional Behavioral Health Authority (TRBHA) o Blue Cross Blue Shield o Aetna o United Health Care o Cigna/Evernorth o Medicare

While parenting time services are a new line of business for Compass to The Crest, our extensive experience in mental health, behavioral health, and family support services positions us exceptionally well to integrate these offerings. For over two decades, our leadership has worked directly with child welfare agencies, juvenile courts, and community-based organizations to provide trauma-informed care, coaching, and therapeutic interventions that support family stability. Our expertise in case management, behavioral health coaching, and therapy ensures that our family support services will be structured, developmentally appropriate, and aligned with state goals for parental engagement, reunification, and child safety..

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 o Provides counseling, behavioral health coaching, and case management services for parents and children involved in the child welfare system.

o Coordinates referrals and service plans to support family reunification efforts.

• Arizona Health Care Cost Containment System (AHCCCS) (Medicaid) o Ensures access to behavioral health and mental health services for families including those involved in parenting time services.

• Sunflower Living LLC o Provides behavioral health services for children in group home care.

• Accepted Insurance Plans for Behavioral Health & Counseling Services:

o Traditional AHCCCS (Arizona’s Medicaid program) o American Indian Health Program (AIHP) o Tribal ALTCS (Arizona Long Term Care System) o Tribal Regional Behavioral Health Authority (TRBHA) o Blue Cross Blue Shield o Aetna o United Health Care o Cigna/Evernorth o Medicare

While parenting time services are a new line of business for Compass to The Crest, our extensive experience in mental health, behavioral health, and family support services positions us exceptionally well to integrate these offerings. For over two decades, our leadership has worked directly with child welfare agencies, juvenile courts, and community-based organizations to provide trauma-informed care, coaching, and therapeutic interventions that support family stability. Our expertise in case management, behavioral health coaching, and therapy ensures that our family support services will be structured, developmentally appropriate, and aligned with state goals for parental engagement, reunification, and child safety..

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

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:

Compass to The Crest has a structured plan to ensure full operational readiness upon contract award, with scalable capacity, robust tracking systems, and a phased growth strategy to meet increasing demand throughout the contract term.

Anticipated Referral Capacity on Day One

● Compass to The Crest has the capacity to accept 20 referrals on the first day of contract implementation.

● A dedicated team of 4 case aides, visitation supervisors, and behavioral health professionals will be assigned to cases immediately upon referral.

● Our scheduling system ensures that initial outreach is completed within 24 hours and that supervised visits begin within five business days of referral receipt.

Scaling Plan: Increasing Capacity Throughout the Contract Term

Compass to the Crest has a phased scaling approach to expand service capacity while maintaining quality and compliance.

Phase 1: Initial Implementation (0-3 Months)

● Accept 20 referrals upon contract award.

● Hire case aides and visitation supervisors to meet demand growing demand.

● Conduct comprehensive training on DCS protocols, safety procedures, and trauma-informed care.

● Implement real-time scheduling and case tracking to optimize service coordination.

Phase 2: Capacity Expansion (4-12 Months)

● Increase referral capacity to 100 cases per year through ongoing staff recruitment and training.

● Strengthen data-driven decision-making using KPI tracking to improve service outcomes.

● Integrate additional support services, such as behavioral health coaching and counseling as appropriate.

Phase 3: Long-Term Growth (Year 2+)

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

● Expand capacity to 150 cases annually, with a targeted 50% growth rate per year to sustain long-term scalability and service accessibility.

● Develop advanced staff training programs for retention and continued professional development.

● Implement predictive analytics to identify high-risk cases earlier and allocate resources more effectively.

● Utilize data insights to optimize staffing, scheduling, and intervention strategies to improve service outcomes.

Service Capacity Tracking & Case Progression Management

Compass to The Crest maintains a structured, staff-driven tracking system to ensure timely scheduling, referral management, and compliance with DCS expectations. Our dedicated service tracking team monitors case progression, service delivery, and compliance benchmarks to ensure that every case moves efficiently from referral to case closure while maintaining court-mandated parenting time schedules and child safety standards.

Technology & Tools Used for Capacity Management

● Dedicated Service Tracking Staff: Assigned personnel oversee scheduling, case progression, and compliance tracking, ensuring timely responses to referrals and case updates.

● Structured Scheduling & Referral Management: Our staff-driven tracking process ensures that referrals are promptly processed, cases are matched to available case aides, and visits are scheduled within DCS-mandated timeframes.

● Case Management Oversight: Supervisors conduct weekly case reviews to ensure that all parenting time services, documentation, and compliance benchmarks are met.

Key Metrics & Performance Monitoring

Our staff actively monitors and reports on:

● Referral Response Times: Ensuring initial outreach is completed within 24 hours of receiving a referral.

● First Supervised Visit Timeliness: Ensuring the first visit occurs within five business days per DCS requirements.

● Service Completion & Case Progression Rates: Tracking the timely completion of court-ordered parenting-time services.

● Missed Visit Tracking & Engagement Strategies: Monitoring no-shows and implementing proactive engagement measures to reduce disruptions in supervised parenting time.

● Compliance Checks & Quality Assurance: Weekly supervisor audits ensure adherence to safety protocols, DCS documentation standards, and family engagement best practices.

● Clinical Supervision & Case Staffing: Bi-weekly meetings with the director allow for real-time troubleshooting, case consultations, and immediate implementation of necessary service adjustments to enhance outcomes.

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

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:

Compass to The Crest has successfully navigated challenges related to service engagement, safety, and capacity management through its extensive background in behavioral health, case management, and family support. While parenting time services are a newer component of our service offerings, our deep expertise in trauma-informed care and behavioral health interventions has allowed us to proactively address barriers that often arise in supervised family interactions. Our experience working with families experiencing complex emotional and logistical challenges has strengthened our ability to implement effective engagement strategies, ensure safety, and maintain service capacity.

Challenge 1: Parent No-Shows & Engagement Barriers

Issue:

● Parents referred for parenting time services often face co-occurring challenges, such as anxiety, depression, or behavioral health concerns, which can impact their ability to attend scheduled visits.

● Transportation barriers, work schedules, and inconsistent engagement further contribute to missed visits, delaying reunification efforts.

● Missed appointments disrupt consistency for children, limiting opportunities for positive parent-child interactions.

Solution:

● Establish multi-channel communication protocols, including phone calls, text messages, and email reminders, to ensure appointment confirmations and reduce no-show rates.

● Offer flexible scheduling options, including evening and weekend sessions, to accommodate working parents and minimize scheduling conflicts.

● Integrate behavioral health coaching and motivational interviewing strategies to increase parental engagement, helping parents address emotional barriers that prevent consistent participation.

● Collaborate with AHCCCS behavioral health providers to ensure that parents in need of counseling, addiction treatment, or crisis support could access services that would ultimately improve their ability to participate in supervised parenting time.

Challenge 2: Safety Concerns During Parenting Time

● Some cases involve high-conflict parental relationships, domestic violence histories, or behavioral health concerns that create safety risks during visitations.

● Parents with unmanaged behavioral health issues or unaddressed trauma sometimes struggle with emotional regulation, increasing the risk of escalations during visits.

Solution:

● Utilize staff trained in de-escalation techniques, crisis intervention, and trauma-informed supervision, leveraging the agency’s mental health expertise to create structured, supportive visitation environments.

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

● Implement structured intervention protocols, including:

■ Monitored exchanges for cases involving high parental conflict.

■ Enhanced security measures in visitation locations.

■ Safety Planning for High-Risk Cases

● Establish strong collaboration with DCS case managers and other service providers to ensure coordinated support, including:

■ Parents with active mental health or substance use treatment plans receive coordinated support.

■ Service plans are aligned with therapy, domestic violence intervention, and parenting education programs.

■ Case managers receive timely updates on visit outcomes and behavioral concerns to support integrated family service planning.

■ Child safety remains the top priority, with clear communication and escalation protocols among all involved agencies.

Challenge 3: Managing Emotional or Behavioral Disruptions During Visits

● Some parents or children experience emotional distress or behavioral challenges during supervised visits, which can impact the quality of interactions

● Children adjusting to family transitions may exhibit withdrawal, defiance, or anxiety, affecting engagement.

● Parents may struggle with frustration, emotional regulation, or appropriate responses to their child’s behavior, requiring redirection from staff.

● Unaddressed emotional distress can lead to disruptions that impact the visit’s success and the child’s comfort and well-being.

Solution:

● Pre-Visit Preparation: Staff set expectations for visit behavior, clarify visit structure, and reinforce positive parent-child engagement strategies.

● Trained Case Aides: Staff receive ongoing training in de-escalation techniques, trauma-informed supervision, and structured interventions to manage emotional outbursts or behavioral issues effectively.

● Structured Visit Environment: Staff utilizes redirection techniques, guided coaching, and neutral observation to ensure interactions remain productive and child-centered.

● Behavioral Expectations & Boundaries: Parents are informed of behavioral guidelines in advance, ensuring accountability and maintaining a structured environment conducive to positive interactions.

● Multi-Agency Collaboration: When necessary, Compass to The Crest communicates with DCS and case managers to share behavioral observations and coordinate appropriate family support resources within the child welfare framework (not therapy services).

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

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:

Compass to The Crest has a well-established history of collaborating with child welfare agencies, behavioral health providers, and community-based organizations to ensure families receive comprehensive behavioral health services. Through coordinated service delivery, cross-agency communication, and integrated case planning, we support families referred for mental health and behavioral health services while ensuring that all stakeholders have access to timely updates and case coordination. These partnerships improve service accessibility, enhance engagement, and reinforce long-term stability for individuals and families

Collaboration with Arizona Department of Child Safety (DCS) for Mental & Behavioral Health

Services

• Behavioral Health & Counseling Support Services:

○ Provide behavioral health coaching, therapy, and case management services to individuals referred by DCS.

○ Ensure that individuals receiving behavioral health services have access to coordinated, trauma-informed care that aligns with DCS case planning and service directives.

○ Support mental health stabilization through structured clinical interventions, counseling, and behavioral health assessments.

• Integrated Case Coordination with DCS & Other Providers:

○ Actively participate in case staffing and multidisciplinary team meetings to ensure alignment between behavioral health services and case goals.

○ Provide timely progress updates on participation, engagement challenges, and behavioral health outcomes to support DCS case planning and compliance reporting.

Partnership with AHCCCS (Arizona Health Care Cost Containment System) for Behavioral

Health Services

• Comprehensive Behavioral Health Service Delivery:

o Provide individual and family-focused therapy and behavioral health coaching to individuals needing mental health stabilization and treatment.

o Deliver goal-oriented case management services that connect clients with community-based resources to promote long-term behavioral health stability.

o Ensure accessible, trauma-informed behavioral health interventions that align with AHCCCS standards for quality, cultural responsiveness, and service accessibility.

Collaboration with Mesa Police Department for Community Support Services

• Employee Support Services: Compass to The Crest collaborates with the Mesa Police Department to provide therapy referrals for officers and staff who may need mental health support, ensuring access to confidential counseling resources.

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

Partnership with Sunflower Living LLC for Child Welfare Support

• Therapy for Children in Group Home Care: Compass to The Crest provides therapy services for children residing in Sunflower Living LLC group homes. These services focus on emotional regulation, trauma-informed care, and behavioral support to help children navigate family challenges and personal development.

End of Attachment 2-B