2-Attachment 2-B Org Experience and Capacity 022425.docx

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:

History Against Abuse, Inc., (AAI) has been providing trauma informed Supervised Visitation services since 2009. Services are family-centered, strength based, and choice driven. Services are provided by trained Case Aides who are professional, courteous, and dressed appropriately. Their mission is to ensure the provision of strength-based visitation services that are, first and foremost, safe, free from abuse and neglect. Case Aides maintain neutrality when providing services, with a strong focus on the services vs. the ebb and flow of potential agreement with one parent/caregiver over the other. AAI services are available Monday through Sunday, with visitations occurring between 8am to 10pm, including holidays. On occasion, they may start earlier, depending on the family’s needs.

Capability in supporting and supervising visitation services AAI has an organizational infrastructure that robustly supports the healthy operations of Parenting Time Services (visitation). The board oversees an Executive Director. The Executive Director supervises key personnel: the Deputy Director, Human Resources Director and Associate Director (whose responsibilities are similar to a Finance Director). The Deputy Director supervises key staff to include the Program Director who supervises all Case Aides. AAI ensures contractual capacity by posting positions and utilizing word of mouth options to identify and hire Case Aides. As a result, open positions are filled quickly, ensuring strong service fulfillment of contractual levels of capacity. The Director has developed a strong and positive rapport with staff who are responsive to meeting training requirements, participating in additional training and performance improvement initiatives. To ensure communication of new information, issues or changes, the Director facilitates staff meetings on a regular basis.

AAI Case Aides learn from each other, and new Case Aides shadow experienced Case Aides for 40 hours, providing opportunities to observe the process, ask questions, observe and learn documentation requirements, and understand the parameters of the scope of their responsibilities. In addition, prior to providing services, Case Aides complete 40-hours of class time, to include but not limited to: Reporting Child Abuse and Neglect, Identifying Signs of Child Abuse and Neglect, Parenting Time, Documentation, and Transportation. Continued education can be in person, external or virtual (webinars).. Some examples of Annual Training are updates on Guardian, Documentation, and The Neurosequential Model in Caregiving and/or other classes that will sharpen the quality of work being performed.

AAI has an established method of managing and maintaining documentation requirements. The Human Resources Director tracks and files Case Aides’ qualifications and training requirements as well as when drivers licenses have been suspended and/or fingerprint clearances are restricted. She communicates regularly with the Director to ensure staff are all up to date with contractual expectations. The Program Director ensures staff complete all documentation requirements, to include but not limited to: Parenting Time Visitation forms, incident report forms, discharge summaries, transportation logs. To ensure services are consistent with the authorization, Case Aides complete a biweekly timesheet, which includes the tracking of hours remaining in the authorization. The Program Director oversees all documentation and elicits corrections/clarification as needed. The Program Director reviews all visitation forms no more than 48 hours after the visit. Incident reports are communicated to the DCS Case Manager within 2-hours via phone call or email. The form is processed and submitted within 24-hours. Discharge summaries are reviewed within 24-hours after expiration of the authorization. The Program Director reviews transportation logs and time sheets biweekly. Completed documents reflecting service delivery are filed into case files and entered into Guardian by the Case Aide. The Program Director reviews and submits mileage logs and invoices to the DCS Finance Division and are entered into Guardian. Monthly capacity reports, quarterly reports are submitted to the DCS Fidelity and Compliance division via email. The Program Director submits all hard copies to the Associate Director who files them. The PC also files them into the password protected program electronic filing system (external hard drive).

AAI has a small fleet of vehicles that staff can use to transport children from their current location to the identified visitation site/location. AAI has established a strong relationship with local mechanics and vendors who help maintain the vehicles in top working condition. In addition, AAI has a strong relationship with local car dealers who are willing to work with us to purchase vehicles that meet the needs of the visitation.

Safety is a high priority and Case Aides receive training to ensure any and all transportation related requirements are clearly understood and part of the routine. These may include the use of car seats (provided by the Casa Grande PD), seat belts, vehicle cleanliness, what to do in the event of an emergency, no texting, no smoking or vaping, and more. When alternate transportation services are needed due to medically complex needs, AAI staff obtain prior authorization from DCS.

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:

Anticipated number of referrals on the first day of contract implementation: If classes are available, AAI intends for current Case Aides to complete the Parenting Time Case Aide training requirement prior to the go-live date. This will allow us to respond to referrals as they are assigned by the DCS Service Referrals Department as early as the go-live date. Should the classes not be available prior to the go-live date, AAI will ensure Case Aides complete the training as soon as possible, after which they will be ready to provide services.

During FY 23 and FY24, due to our strong staffing complement, our capacity has been 50 cases at any given time. AAI is prepared to provide services either by the go-live date or after staff have completed their required training.

Anticipated increase in capacity throughout the contract term: At this time, AAI requests that our contract capacity be expanded to 50 cases (from the previous 36). When we are at full staffing capacity, it may be possible to provide services to more than 50 cases, based on current caseloads and visitation schedules.

1. Plan for scaling up – According to AAI’s Monthly Capacity Reports submitted to DCS, during 2023 and 2024, the average number of cases served was 51.

2. Timeline for scaling up – AAI is currently providing services for an average of 51 cases per year over the last two years. As a result, AAI can provide the increased capacity effective on the go live date of the contract.

3. Staffing and resource allocation – AAI’s current staffing pattern currently supports the increased capacity, and no other changes are needed regarding staffing or resource allocation.

Tracking and managing Service Capacity and the progression of referrals in real time: The Program Director monitors capacity in real time on a daily basis, being continuously aware of Case Aide schedules and case load, and the nature of the case load, i.e. a case may have multiple children from various parts of Pinal County and even Maricopa or Pima Counties. The Program Director and Case Aides maintain a healthy level of communication, providing the Program Director with any additional or important information needed pertaining to the current capacity and ability to respond to referrals on a daily basis. In addition, the Program Director refers to the Quarterly Report to be in the know about current number of open cases, case closure dates and the need to request extensions as needed. After submittal to DCS, the Coordinator transforms the Quarterly Report into a working document that is updated on a daily basis. Twice per week, the Program Director reaches out to DCS Service Referrals requesting new cases, based on authorized case closures. The coordinator also utilizes the monthly capacity report to determine the number of active/open referrals at the end of each month.

Tools, Systems and Processes for timely scheduling and service delivery AAI is committed to schedule service delivery within 24-hours of receiving an authorization, to ensure that the first visit occurs within 5-days of the authorization. When AAI receives a referral via an authorization from a DCS Specialist, the Program Director reviews the completeness and clarity of authorization. The Program Director will verify the phone numbers, addresses and emails are accurate. If there is missing information, the Program Director connects with the DCS Specialist to obtain needed information or clarification of the elements of the authorization. Once the authorization is vetted, the Program Director reviews all Case Aide’s schedules to identify current capacity. The Program Director will assign the case to a Case Aide that has the capacity and would be a good fit for the referral. The Case Aide will access and review the authorization located in the DCS Guardian database. The Case Aide will reach out to the family to schedule a first visit that occurs within the 5-day window after receiving the authorization. The Program Director will document information into the AAI DCS Case Files form electronically. This form includes information from the original authorization, updated information, number of visitations and the number of hours provided. This provides information verifying that services are being provided within the parameters of the authorization. If there is an area of concern, or in need of clarification, the Program Director will reach out to the Case Aide to provide clarity and discuss remediation in case of needed improvement. If the Case Aide is not able to connect with the family to schedule a first visit after 3-days, they will inform the Program Coordinator. The Program Director will reach out to the DCS Specialist to inform them of the problem and seek additional or more accurate/efficient ways to connect with the family. Once services are provided, the Case Aide will electronically document the visit on the Parenting Time Visitation form. Once complete and within 48 hours, they send the form to the Program Director for review. If additional information or corrections are needed, the Program Director will connect with the Case Aide to discuss and make corrections needed. Once complete, the Program Director uploads the data into the Guardian database within 7-days of the service delivery.

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:

Challenges AAI is open to identifying challenges and resolving them effectively and efficiently. AAI was providing services for a family whose mom did not work. She subsequently obtained employment, requiring her to change the visitation times. The Case Aide assigned was not able to accommodate those changes due to being previously scheduled with other visits. The Program Director worked with a variety of Case Aides and identified another Case Aide who could complete the visitations based on the new schedule. Sometimes, there is a need to have more than one Case Aide, based on the number of children and the multiple locations they need to be picked up from or children who need additional supervision while being transported.

Contract Capacity AAI has not had any issues with maintaining contract capacity, and in fact, has continuously exceeded contract capacity due to the program’s staffing capacity.

Against Abuse, Inc. Proposal Solicitation No. BPM006769 Parenting Time Services

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

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:

AAI has a strong collaborative relationship with the Nurturing Parenting Program partners. For example, the Program Director and Case Aides communicate with them routinely to schedule visitations (time, date, location, etc.) so they can observe/monitor and evaluate the visit and provide feedback on how to improve their parenting response to a variety of circumstances.

AAI maintains a strong collaborative relationship with the assigned DCS specialist to address issues and concerns. For example, if the authorization needs to be corrected, the Program Director and DCS Specialist will communicate needed changes so AAI can move forward with the visits. In addition, AAI readily works with the Fidelity and Compliance Service Coordinator to elevate unresolved issues as needed. For example, if there is a discrepancy in the quarterly or monthly report, the Program Director works with the Fidelity and Compliance Coordinator to make corrections as needed.

Through the years, AAI has developed and maintained deeply rooted community partnerships (behavioral health/substance use, community health centers, employment related, financial, housing, etc.) and, from a holistic perspective, the Program Director can provide the DCS Specialist with community referrals based on each family’s needs as they are identified. For example, a DCS Specialist was provided resource information by the AAI Program Director for a local behavioral health referral. AAI’s Deputy Director is the Chair of the Pinal County Child Abuse Prevention Council. Through this Council, AAI has the ability to reach out to organizations such as First Things First, the Casa Grande Alliance, Home of Hope, and others, for collaboration and coordination.

End of Attachment 2-B