2-Attachment 3-A Method of Approach.docx

Attachment 3-A Method of Approach 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 steps that you will take to ensure you are meeting the staffing requirements and maintaining staff capacity. Include how you plan to ensure ongoing responsiveness to the requirements of the Contract and to the needs of the State in case of staff turnover for designated Key Personnel.

· a). Include staff turnover rate for the last year;

· b). Detail Entity’s recruitment process including average time to hire staff, and efforts to recruit and maintain staff.

Offeror Response:

a). In the last year, we have had a turnover rate of 1 employee who resigned due to graduating from college. Currently we have a team of 10 employees that have been with us from 1 yr to 10 yrs. Also, recently we have an excellent former employee contact us to return working with us. She had moved away for about 15 months, and is now back in Tucson and we are happy to have her back on our team.

b). In order to recruit new staff, the StarrCare Director submits an ad, normally in Indeed, which is a national job search engine site. Our ad gives a detailed description of the Case Aide position, stating that the applicant would be supervising visitation to families whose children are in the custody of DCS. Stating that Case Aide’s will be transporting children to and from their visits, then supervise the parenting time and provide support to families in a safe and secure environment. They must have a reliable vehicle. The ad explains that they are required to write reports, maintain mileage logs and must complete all of the documentation required of the position. They must have excellent documentation skills and be proficient in Microsoft word and PDF. We further explain that we prefer experienced CA’s, with 1-2 years of experience, but we will consider candidates with 1-2 years of experience working in a group home, shelter care, behavioral health fields or related experience working with children and teens. We state that the hours can vary and they must be available to work various days Monday thru Sunday from 8am to 7pm. We also list all of the job requirements of the position. Listing that the applicant must have at:

· High school diploma or GED.

· Be at least 21 yrs of age.

· Pass the Central Registry Background Check

· They must have or be able to obtain a level one fingerprint clearance card.

· They must have a valid driver's license that has not been suspended or revoked due to a moving violation within the most recent thirty-nine (39) months. If their driver’s license has been suspended or revoked due to issues other than

· Must be able to meet the requirements of the 39 mos. driving record. We discuss the details of what is required during our over the phone screening.

· Must have at least one year of experience in a related field.

· Current CPR or must obtain prior to providing parenting time.

· Complete a pre-employment drug screen

We also offer a sign on bonus for all new employees and competitive pay. The requirement for the sign on bonus is that they must be in good standing within their position 90 days after hire and if so, then the sign on bonus is issued. We also offer our existing employees a bonus for referring an employee to work with us.

Then the same policy applies, that once the new employee has worked for us for 90 days and is in good standing with their position, then the employee who referred them is given the bonus for referring them. We have found this is a great incentive and we have hired some very reliable and wonderful staff from them being referred by existing employees. We offer regular raises and competitive pay to all of our team. At StarrCare we care greatly about our team and provide ongoing support and feedback. We feel that is why our turnover rate is low. We also offer medical, dental, vision and paid time off to full time employees who work at least 30 hours per week.

When hiring new Case Aide candidates, our Executive Director reviews and screens the new candidates resume and application to see if they have at least 1 year of experience as Family Support Worker, Youth Care Worker or other related field as it is our preference to hire candidates with at least 1 year of experience. She looks to see if they have the necessary documents or are able to obtain them. Then she looks to see if they have a consistent work history at their previous position because we want long term, dedicated, reliable staff. It we feel they would be a good fit, then our Executive Director calls them and speaks with them over the phone to further discuss the position. She asks a few pre-screening questions in order validate if they have the qualifications specified on their resume and she answers any questions they may have about the position. Pre-screening questions she may ask include but are not limited to asking if they are at least 21 years of age. If they have a clean driving record and then she goes over the list of requirements for the driving record. She lets them know they will be required to take a pre-employment drug screen. She asks them if they have a high school diploma or GED, as well as a reliable vehicle. Then she asks them about their experience working with families. Then if she feels they would be a good candidate, she schedules a time for them to come in for an in-person interview. She lets them know they should bring all of the documents necessary for hire and she emails them a copy of our StarrCare Case Aide check list, which lists all of the documents they would need in order to complete the application process upon arrival to our office. This list helps them to stay organized in preparing for their interview with us and understanding the documents required. The list includes: resume, application, Level 1 Fingerprint clearance card, CPR First Aid, Social Sec Card, Driver's license, Auto Insurance, 39 month driving record, W4, A4, I9, Direct Service Position, High school diploma, College Degree (if applicable), background check information, and pre-employment drug screen, Car Seat Safety and Case Aide Online Training, StarrCare policies.

Then we give them a tour of our facility. Our facility is set up in a home like setting for families with a kitchen, fully stocked with dishes and utensils for families to use. We have a separate dining room with dining room table and 2 high chairs. We have a lobby area and work station area for staff. We have 2 visitation rooms stocked with toys, games, books, puzzles for all ages. Both rooms have changing tables for babies. We also have an enclosed outside area for families and children with a picnic table and outside toys.

During the interview our Executive Director then explains the CA Parenting Time position in further detail and answers any questions they may have. Then she asks them a list of questions related to problem solving and how they would handle certain situations regarding families and children to further assist us in determining if we feel our candidate would be able to fulfill the Parenting Time guidelines of the position in a caring, safe and competent manner. Some of the questions she may ask are: Do you believe you can maintain professional boundaries? If so, explain. Do you believe you can help a participant or family by redirection if needed using positive reinforcement? Please give examples. If you encounter scheduling issues between you, the participant and placement how would you work to resolve the issue? We then discuss their replies and the position further in detail, allow them to review our Parenting Time job description and answer any further questions they may have.

Once the interview is completed, if we feel we have a candidate who qualifies for the Parenting Time Case Aide position and that they would be an asset to our StarrCare team, then she has them meet with our Administrative Assistant who assists both the Executive Director and Program Director. Our Admin Assist gives them all of the employment packet for the case aide position that includes the necessary documents required for hire. She goes over the Case Aide Checklist which lists all of the documents required for the Case Aide position. It also lists the links and information of where to obtain the background check, level one fingerprint clearance card and any other documents needed. She has them sit at a workstation and goes over the check list and has them complete an employment application and all of the required forms. If the applicant has questions, then we she will answer any questions needed to make sure the applicant is completing the documents thoroughly and correctly.

While they are completing their employment packet, our Admin Assistant makes copies of the front and back of all required original documents which include: Level 1 Fingerprint clearance card, CPR, First Aid, Social Security Card, Driver's license, Auto Insurance card, 39 months driving record, and High school diploma or College degree and any additional training certifications they may already have.

Once our AA receives all of the documents, she makes an employee file. Any documents the applicant did not have or bring, we will ask them bring at a later date or guide them on how to obtain. If an applicant is missing documents such as their 39 months driving record or they need assistance on how to set up their CBC account for their background check we assist them as needed. She can also refer them to the Case Aide Check list which has links with instructions on how to obtain their 39-month driving record and lists all of the requirements regarding the driving record, which is listed on our Case Aide Check List. We also have our own information sheet with instructions on how to set up their CBC that we give them along with the CBC quick set up guide to assist in setting up their account for the background check to further assist them.

Once they have completed their new employee paperwork, she gives them a Pre-Employment Drug screen form with the list of locations, so that they can go and complete the pre-employment drug screen. This must be completed within 24 hours of receipt. The pre-employment drug screen form is dated and cannot be completed past the 24-hour time frame. This is our policy. We let our new candidate know that as soon as we have verified their references, reviewed their 39-month driving record, received a negative drug screen and they have set up the CBC account, linked it to our employer account and we have received their background check, then we will contact them to move forward with scheduling training.

Our Administrative Assistant then verifies and checks their references. Our AA also verifies Fingerprint clearance card to ensure the necessary statutes and driver's license. If they do not have the necessary statutes then we add them. She also E-Verifies all employees. She receives their drugs screen and add it to their file. Our Program Director then reviews all documents submitted to ensure that they meet the specified requirements.

All of our Parenting time CA’s must have the following qualifications and documents supporting their employee file:

· Be at least 21 years of age.

· Have a minimum of a high school diploma or GED.

· Level 1 Fingerprint Clearance Card Clear Central Registry Background Check (prior to delivering services) and reviewed/updated annually.

· Obtain a Negative pre-employment drug screen. Have a clear/negative pre-employment drug test result, as well as a clear/negative random drug test bi-annually from the date of hire. StarrCare utilizes the 5-panel drug screen. Our business account for employees to obtain their drug screenings is through Concentra Medical Center.

· Prior to hire we inform all new candidates that ADCS prohibits all contractors, sub-contractors and anyone else working under this contract to use marijuana or be under the influence of marijuana when providing services to ADCS.

a). We further explain that to ensure the safety of ADCS children, ADCS Procurement and Contracts Department prohibits all employees including Medical Marijuana Cardholders to use or be under the influence of marijuana. Although medical and recreational marijuana use is lawful in Arizona, ADCS must comply with all state and federal laws. Since federal law prohibits the use of marijuana, employees, contractors and sub-contractors are prohibited from consuming marijuana in any of its various forms.

· All employees are notified that StarrCare HR Department will verify their driver’s license upon hire and bi-annually to ensure they have a Valid Arizona driver’s license that has not been suspended or revoked due to a moving violation in the last 39 months.

a). Any new hires and current employees who have had their license suspended or revoked for issues other than moving violations (i.e., due to nonpayment of registration fee or parking ticket), can provide transportation to ADCS clients if: Their license has been reinstated, and; they have had no further moving or nonmoving violations for at least 6-months from the first date of suspension.

· If an employee providing direct client services has their license suspended and/or their fingerprint clearance card is in restricted status, they are required to notify us immediately. We will then notify ADCS by secure email within 3 days. The suspension notice will be placed in their personnel file.

· No criminal violations in the most recent 39 months.

· No at fault accidents in the last 39 months.

· No arrests or convictions for Driving While Intoxicated (DWI) or Driving Under the Influence (DUI) as per, (A.R.S. 28-1381-1383) in the most recent thirty-nine (39) months or related driving restrictions notated on their level I fingerprint clearance card.

· 39 month driving record, updated bi-annually.

· No more than 6 points accumulated on their driving record in the last 39 months.

· Valid motor vehicle insurance. It shall be updated after the expiration of the current policy; and the new record of insurance will be updated in their employee file with all records concurrently without any lapses of insurance.

· Have not been placed on probation or parole for the last ten (10) years from present date.

· Have no civil, criminal, or juvenile restraining orders within the last ten (10) years from present date.

· We provide all of our employees with a photo ID badge listing our agency name, the employees name and title.

· All staff and volunteers will have a photo ID badge with their name, title and contracting agency name.

· CPR and First Aid that will be updated prior to it expiring.

· Car Seat Safety training completed with certificate for employee file within 30 days of hire.

· All documents and records will be kept in their confidential Employee Personnel File and our Program Director maintains all employee files and sends them reminders 30 days prior to documents expiring when we need updated records.

Once we have all of the required documents and they have completed their CBC account information for the background check, references checked, 39 month driving record clearance and pre-employment drug screen, then we contact them to schedule them to come into our office and complete the ADCS Parenting Time Case Aide Training before providing any client services. All trainings will be completed through ADCS Learning and Development. They will receive a certificate or certificates of completion. We will ensure that all of StarrCare staff new and existing employees, including supervisors will take this training upon award and will be fully trained in the new Parenting Time guidelines prior to any direct client services. We will await details given by DCS and plan to implement these new Parenting Time trainings as mentioned in the pre-offer conference then all new and existing Case Aides will take the required training for staff will include 6-8 hours of Computer Based Trainings (CBTs) and a 4-6 hours webinar. We will await the details related to training will be provided post award.

Once this portion of the training is completed, we add their training certificates to their employee file and then we schedule their orientation training which takes place at our office. If DCS has implemented new Parenting Time trainings as mentioned in the pre-offer conference then all new and existing Case Aides will take the required training for staff will include 6- 8 hours of Computer Based Trainings (CBTs) and a 4-6 hours webinar. We will await the details related to the training that will be provided post award.

Once the orientation training is scheduled, upon the new CA’s first day, our Executive Director introduces the new CA to our Administrative Assistant and Program Director's and they each discuss their role as part of our team and how it relates to the Parenting Time Program. We also discuss their role and what is to be expected as an integral part of the team.

Our Program Director updates their employee file with all training certificates the same week completed and we will maintain proof in their employees personnel file within 2 weeks after the training was received for all training, such as sign-in sheets for any training certificates, etc. All of our new employees receive 20 hours of Orientation training upon hire and then annually. The annual training includes a refresher to reinforce policies and procedures within our office, as well as cover responsibilities required for the Parenting Time Case Aide position. The annual training may also cover any pertinent updates that may have come up, which might include a new policy that DCS or StarrCare has implemented and it will also be 20 hours.

We have a workstation area that all of our employees to utilize, if needed with computers. We also use this area for our training of new employees. Our Program Director facilitates the Parenting Time Orientation. During the in-office Orientation training she will take a photo for their photo ID badge, so that we can order it. Then she will give them The Orientation Agenda and Training Packet which includes, a time sheet, mileage log, copies of all required documents for the Case Aide position such as the Parenting Time Summary, Parenting Time Guidelines, Significant Incident Report, Weekly schedule, Payroll Calendar, Orientation Training agenda for the week, training materials and StarrCare policies as well as StarrCare office policies and our Case Aide handbook. The packet includes our policies and she has the new CA review our company policies. When the CA reviews our policies procedures, she answers any answer questions necessary.

Our Policies Include:

1). We have them review and sign our Parenting Time Case Aide Roles and Responsibilities handbook. This explains all aspects of the position and our policies for CA’s in order to implement the DCS guidelines for Parenting time.

2). We have them review and sign our Conditions of Employment Policy, which explains our policies for employment with our company and what we require if the employee is to take time off. Time off must be approved in advance and we require at least 2 weeks Written notice and they must complete a Time off Request form listing which cases need to be covered or if they have already scheduled make up time for the families, so that it has as little impact on the families as possible during this time. It discusses how we track mileage to ensure accurate documentation. It also discusses our requirement to give 3 weeks’ notice, when an employee resigns.

3). They review our Confidentiality Agreement which discusses our policies of employment and maintaining client confidentiality. It also explains that we are contracted with DCS and that the employee must follow the guidelines set forth in the contract. They review and sign it.

4). They read and review our Substance Abuse Policy stating that we maintain a drug free environment and that all staff are required to take a pre-employment drug test upon hire, a 6-month drug test, annual and random testing. They must review and sign it and we answer any questions they may have to ensure they have a clear understanding.

5). They must review and sign our Worker's Compensation policy stating that they must report any injury or illness to our office and HR Director within 24 hours, if not sooner.

6). Anti-Harassment Policy, StarrCare Children's Services is committed to maintaining a work environment that is free of discrimination and harassment with this commitment, we will not tolerate the harassment of employees or by anyone including any supervisor, co-worker, vendor, client or customer.

7). StarrCare Visit Center office policies and the policies of the Parenting Time Case Aide position. They must review and sign. This goes over the policies for our visitation rooms, such as having families leaving the rooms they way they found them. To please have parents clean their dishes after use.

8). Cybersecurity Agreement- This policy covers the expectations of maintaining that all documents are secure and that they will not share any usernames, passwords or confidential information assigned them in order to maintain the confidentiality of the families we serve. For this policy, we provide a training that covers guidelines when using their

StarrCare assigned emails, how to use our secure database and secured system when documenting the Parenting time summaries and maintaining confidentiality.

9). If the employee is going to work FT and they would like to obtain, medical, dental or vision, we have them review the guidelines that all employees must work for 90 days and they may apply. It discusses what portion we cover as well.

During their training our Program Director explains the importance of her role as part of our team, stating that she maintains all employee files with all of the documents necessary for hire. She sends all of the weekly reminders to ADCS specialists regarding expiring cases once a week starting a month prior to it expiring and assists in maintaining case files for all referrals. Notifies staff if a case will be closed or will continue and updates our records. She reviews summaries and reports, also provides ongoing education to staff in properly documenting and objective documentation when needed. Assists with training staff on how to use our secure database via our employee workstation. She maintains all employee files and orders the ID badges.

She explains that staff must wear their photo ID badge at all times when providing Parenting Time Services with families. The badge has a photo of the staff member, listing their name, job title and our agency name.

She provides all of the training to our CA’s. She answers any questions they may have during the training. She provides the StarrCare orientation training, Parenting Time Program Roles and

Responsibilities for CA’s. She trains and provides continuing education In-Services to our staff.

We introduce them to our Accountant/payroll manager and he has them fill out their direct deposit form and explains his role that he is in charge of the financials, bookkeeping, payroll, tax documents. He answers any questions they may have.

Our Executive Director then explains her role in that she is their Direct Supervisor and oversees the whole facility.

She receives referrals for all contracts, contacts DCS Specialists regarding all updates, questions, concerns, schedule changes, assigns all cases, performs employee reviews, is the main point of contact for all CA and Administrative staff. She maintains the StarrCare secure database, time sheets, billing logs, transportation logs, quarterly reports, employee emails and answers any questions and reviews all summary reports, discharge summaries and incident reports. Completes, maintains and submits all quarterly reports and maintains all employees’ schedules and assists with providing in-services for ongoing education. Our ED also facilitates, prepares for and attends all site visits, attends DCS workshop meetings, updates staff on changes. She prepares payroll bi-weekly and submits it to the payroll department. Updates DCS on any staffing changes, oversees all case records and employee personnel files, attends all DCS meetings and workshops and attends ongoing education.

Then our Program Director begins the Orientation Training for Parenting Time Program which is comprised of approximately 20 hours of class room time facilitated by our Program Director. They will also receive at least 10 hours of shadowing with a Team Lead CA once all of their classroom time if completed. The Team Lead CA’s are our seasoned CA’s who have worked for us for at least 2 years with strong communication skills, who have received additional training from us in order to ensure our new CA’s are ready to be in the field. The class room time is comprised of lecture, reading, power point presentations, discussion and quizzes that must be passed with an 80% or better. Sometimes the orientation training can take longer if we feel someone needs more time in certain areas. The same is applicable to the shadowing if we feel a new CA needs more time shadowing. If so, then we spend more time with them as needed.

For all existing employees, we provide an annual refresher training that is also 20 hours of classroom training. Often our refresher training may include an in-service related to ongoing education as well. Then for all trainings they receive a certificate of completion that goes into their employee file. Upon award, we will ensure that all of our new and existing CA’s will have first complete the DCS required Parenting Time trainings prior to completing our in-office Orientation Training Curriculum. Orientation Training includes all of the DCS required trainings as well as trainings we have developed from In-Services, workshops and webinars that our Administrative Staff have attended. For our existing CA’s the orientation training will also cover the changes from the current SVO contract to the new Parenting Time contract and how we will be implementing these changes in order to make for a smooth transition. Ensuring they have an understanding of the new Parenting Time guidelines, how to properly complete the new Parenting time summary, closure forms, the significant incident report when applicable and all other changes will be discussed. We also cover how to complete the new mileage and transport logs.

Our Parenting Time Contract curriculum is as follows:

All CA’s will have completed the online Case Aide Parenting Time training given through ADCS Learning and Development with the training certificate issued by L&D. Once completed they will complete the 20 hour StarrCare Orientation Training Curriculum. This given at our Facility. All new Parenting Time Case Aide staff will receive all of the required trainings within 30 days of hire and then annually as a refresher. New Case Aide staff will not provide Parenting Time visits until they have completed all of the required trainings within the specified time frame and submitted all of the required documents and certifications.

Parenting Time Orientation Training Curriculum.

1). Parenting Time Program Orientation- lecture, discussion and written training with quizzes, exercises that teach Parenting Time and Family Centered Practice; Ethics/Multiple Relationships; Staff Safety; Identifying Child a). Case Aide requirements agreement form.

Abuse and Neglect, visitation procedures that promote family reunification, and quality documentation.

2). Confidentiality of Information and keeping client information secure and HIPPA guidelines when applicable.

3). Communication is key. StarrCare and ADCS. Which covers the guidelines for keeping ADCS specialists as well as StarrCare administrative staff updated.

4). Confidentiality and protecting sensitive material, guidelines for passwords, receiving cases, utilizing StarrCare secured database. This goes over how to securely utilize our database in a secure manner and maintaining client confidentiality and maintaining emails security and documents.

5). Reviewing and understanding documents. Parenting Time Visitation Guidelines, Parenting time summary, Parenting Time discharge report, significant incident report, time sheets, mileage/transport logs.

6). Contacting Parent/caregiver and Placement/Foster parents/Group homes. This covers the policies and guidelines expected upon making contact, reporting to admin staff/ADCS specialist and completing our New Case Call log that logs all attempts to make contact with the parent/caregiver.

7). Scheduling Parenting sessions with parents and placement, maintaining guidelines. Office Visits, community visits, home visits, transporting children.

a). Parent communication b). Placement/foster/group home.

8). Planning your schedule. Maintaining a weekly schedule and sending updates to ensure our internal tracker is up to date.

9). Transporting children. All guidelines for transporting children required by DCS and StarrCare. It covers safe driving, no texting.

a). Maintaining vehicles and obtaining inspections.

b). Ensuring car seats are correctly installed and children are properly fastened.

c). Keeping car seats/booster clean.

d). Keeping vehicles clean.

f). The importance of keeping their vehicles maintained, (oil changes, tune ups etc) 10). Proper documentation – thorough, objective and without opinion. When to report to ED 11). Parenting time visits.

a). Engaging families and children during visits.

b). Office visits, community visits and home visits and maintaining safety during visits.

c). Developmentally Related Activities d). Locations for sessions if outside of the home e). Observation of Child/Parent interactions.

f). De-escalating challenging situation during parenting time.

g). Modelling proper parenting.

h). Do’s and Don’ts during visits. Maintaining professional boundaries.

i). Weather conditions and scheduling family parenting time visits.

j). Basic stages of Child development.

13). Family violence, including domestic violence and the effects of domestic violence on children.

a). Domestic Violence within families, understanding and recognizing the cycle.

14). Child abuse.

15). Grief and loss associated with parental separation and removal from the home due to child abuse and neglect.

16). Understanding child abuse, sexual abuse, domestic violence and the impact it can have.

a). Visits with Parents with alleged sexual abuse.

17). Family in substance abuse treatment and recovery.

18). Parenting Skills-Positive Reinforcement and helping families build confidence during Parenting Time.

a). Discipline Guidelines b). Punishment Vs Discipline c). Acceptable Discipline methods.

d). Protective Capacities 19). Incident Reports- When to report. The process. Completing reports. Issues during visits and how to de- escalate in crisis situations.

a). What to do if you suspect a parent is under the influence of drugs/alcohol during a session.

b). If a parent attempts to abduct a child 20). Dress Code 21). Reimbursement- our policy for visits that require a fee, such as the zoo or the movies.

21). No Smoking!

23). Communication with supervisor, ADCS Specialists and StarrCare team.

24). Parents and their infants, toddlers and preschoolers. Parents and their school aged children 5-11. Young parents and their families. Parents and adolescents. Families in substance abuse treatment and recovery.

Nurturing skills for families. Nurturing skills for teen parents.

25). Arizona Mandated Reporter -Given via StarrCare. CA’s complete an Arizona Mandated Reporter Quiz that they must get an 80% or better. Training is given annually.

26). Cultural Competencies Power Point-Given via StarrCare Cultural Competencies.

27). Working with Families with Special Needs- How to meet the individual needs of the family.

a). Families with Medically Fragile Children- (For applicable staff) 8-hour class room training with demonstration and competency test.

28). StarrCare Visitation room guidelines.

29). Guardian- (for applicable staff)

30). Ongoing education- At StarrCare we provide ongoing education to our team every quarter and given via In-Service, webinar and In-person workshops. For further info, please see question 4 (Agency’s process for annual training and staff enhancement).

Once our new CA has completed all of their orientation trainings, then our Administrative Assistant updates their personnel file with all of the required documents within 2 weeks of completing the trainings. Then our Amin Assist will update and maintain their files prior to documents or trainings expiring with no lapses and update their personnel files bi-annually and annually depending on the due date of the documents. Their personnel file will include:

a). Proof of education (high school diploma/GED/College Transcripts).

b). Proof of work experience (job application/resume) c). Any certification required (CPR, First Aid) d). Level One fingerprint clearance card e). Central registry background check f). Proof of valid Driver’s or Chauffer’s License for all driver g). Proof of training (with certificates of completion, quizzes) h). Proof of current and valid motor vehicle insurance and it will be updated after expiration of the current policy with no lapses in coverage and the employees name must be listed on the policy.

i). 39 month driving record with documentation showing verification of the driving record for the driver providing transportation services to assure no revocation or suspension of their license within the last 3 years. This will be updated bi-annually.

j). Drug testing records, with documented verification of Pre-employment drug screen showing results and random biannual drug testing from the date of hire.

h). employment application, W-4, A-4 and I9 and StarrCare policies.

If an employee providing direct client services has their driver’s license suspended and/or their level one fingerprint clearance card becomes in restricted status then this will be updated and placed in their personnel file within 3 business days.

Professional Standards:

StarrCare maintains professional standards within our team ensuring that our staff are well-groomed, and present a professional appearance. Staff shall treat clients in a courteous manner, refraining from profanity and adverse personal gestures toward them during services performed and model appropriate behavior in a positive and supportive manner. Our Case Aide staff will be well groomed with a professional appearance. They will maintain proper dress code, meaning they are prohibited from wearing clothing that is tight, revealing, short, midriff, tank tops, mesh tops, tube tops, stretch pants, work out pants, t-shirts that reference drugs or illegal activity, low cut tops or low waist pants where skin or undergarments are exposed. Short, skirts/dresses no more than 2 inches above the knee. T-shirts that have decals, slogans, or pictures that contain references to illegal substances (i.e., alcohol, drugs, etc.) or immoral behavior are not allowed. We do allow staff to wear

Once our staff have completed the Orientation training and all of the training document are then updated by the Program Director and added to the employee file. Our Executive Director meets with the new CA to see how they are feeling and if they have any further questions or concerns before beginning their shadowing. Then we schedule to have them shadow with one of our Team Lead CA’s who have been trained to coach and mentor new employees when learning to supervise visits. We always ask the families permission first to see if they feel comfortable having a new CA shadow with one of our Team Lead CA’s during Parenting time supervised visits. They shadow and observe and may write down any questions they have to discuss after the parenting time so that their shadowing does not interfere with the parenting time. Then after the visits have taken place and our Team Lead will go over any questions they may have. Once they have completed all of the required trainings and have shadowed for at least 10 hours and feel they are ready. Our ED meets with them to ensure they are ready and then we assign them cases to supervise during the Parenting Time visits. Then once their training is complete, they meet with our director to ensure she feels they are ready to receive their own assignments. During this time the Director may ask and answer any further questions the new CA my ensure a smooth transition in providing Parenting Time. Upon their first visit and sometimes the first few visits of Parenting time our Team lead CA will reverse the role and attend with the new CA and observe and provide feedback to the CA. Then the CA meets with the ED again to ensure they are ready provide parenting time visits on their own.

StarrCare has staff who are fluent in English, Spanish and Farsi. In order to facilitate the needs of any other languages we will provide a certified interpreter over the age of 21 years, or if needed we will provide a certified sign language interpreter (Interpreting for the Deaf and Hard of Hearing), over 21 years of age, in order to facilitate the family in the event a parent/caregiver or child is deaf or hard of hearing and utilizes sign language.

We have utilized these services for a parent who was deaf as well as a parent who spoke Arabic and the process went smoothly.

StarrCare acknowledges that we will cover all interpreter costs if needed for Spanish, American Sign Language, Arabic, Farsi, and Swahili. We understand that ADCS will reimburse all other languages that require interpretation and/or translation services for the parents and the children at cost upon submittal of receipts or invoices with the monthly invoice.

We have a diverse team who have all received training in cultural competencies to assist us in ensuring cross- cultural communication and support with the involvement of culturally competent staff in all levels of service delivery.

In order to meet the staffing requirements needed to maintain capacity, we currently maintain a team of 10 case aide’s, 2 Administrative supervisors and 1 Administrative Assistant. Four of our CA’s have been trained as Team Lead CA’s who assist in training new CA’s when shadowing during a case and reinforce parenting time guidelines when training new staff. They will continue to do so under the new Parenting Time contract once our team completes Parenting Time training. We are currently growing our team and are in the process of hiring 3 additional CA’s, so that we will be ready to take on additional referrals upon the go-live date of the Parenting Time contract if needed.

Upon hire our staff sign an agreement stating that if they resign then they agree to our company policy which is to give at least 3 weeks written notice, which gives us time to hire and train new CA’s if needed or reassign the resigning employees’ caseload. If an employee becomes ill, incapacitated, or if we terminate their employment, we then work on reassigning the cases to our existing team and plan to hire and train a new CA to take over the former employees’ caseload once they are fully trained and ready to go. Our staff also contact the ADCS Specialist, the parent and the placement family to inform them of who will be providing the parenting time in the event that another CA needs to be assigned. This allows for a smooth transition for the family receiving the parenting time.

If we have any changes in staffing, we will send a secure email providing a revised Facility Location and staffing chart to the assigned DCS contract specialist within 10 days of the change. In order to prevent an interruption of services our employees are required to give us a minimum of 3 weeks written notice, to allow time to hire new staff. We have always been able to facilitate the needs of the referrals we receive.

The average time it takes to hire new staff is approximately 3 weeks from the date of hire. This includes the time that it takes to advertise for the position. As it generally takes one week to submit the ad, review/screen resumes and schedule interviews, then 2 weeks of full-time training prior to assigning them referrals. This can vary at times depending on the new CA’s availability. During training they will complete their online training and all of their in-office orientation training and shadowing. Then we assign the new CA receiving their own referrals.

For all new CA’s who have received cases our Executive Director and Program Manager meet with them once a week for the first month upon reviewing the Parenting time summaries and discuss any areas that may need improvement or assist with trouble shooting during cases and answer any questions, they may have in regards to their visits to ensure the best practices possible. We feel by meeting them weekly during the first month it provides support and feedback to ensure they are following the guidelines during visits and it assists in their learning process. For some CA’s if they need to continue meeting weekly longer than a month, then we meet with them weekly until we feel they have a strong understanding of the position.

Both our Executive Director and Program Director are the direct supervisors to our Parenting time CA team and they also follow up with all of our team daily to provide ongoing support and troubleshoot when needed via email, phone, text and in person regarding their daily needs and provide feedback.

Additionally, our Executive Director and Program Director have meetings with our staff every 2 weeks. During the bi-weekly meeting sessions with our CA staff we answer any questions, discuss barrier regarding visits and assist with troubleshooting, provide solutions, review and discuss capacity needs, proper documentation, as well as availability and providing feedback and ongoing education that may be related to service delivery of our team and we may provide feedback to the ADCS specialist as well. Our meetings provide the opportunity for all of our team to collaborate, problem solve, and increase practice proficiency. We are also available 24/7 to assist them as needed at any time.

At StarrCare we have some CA’s that work full time and some that are part time. Some have open schedules and others have limited schedules. We work hard to accommodate and support our team by keeping in constant contact with them and providing the support they need to fulfill their positions to the best of their abilities.

We provide ongoing education in many different areas related to parenting time and families in need to allow them to feel well informed and have a thorough and compassionate understanding of the families they work with. We also feel that we maintain a professional code of ethics within our team that also enforces the importance of their position and the positive impact it has on the families lives that they serve.

We also offer annual raises to our staff to ensure that they feel valued. We offer bonuses to our CA team if we have a Parenting time visit that needs to be covered in order to offer incentives and make them feel valued for helping out. Which allows the family to continue with their parenting time. Our team maintains positive reinforcement to our team and we feel through these practices that is why we have been able to maintain a reliable, professional team that we are proud of. We offer holiday pay (time and a half) to all staff for working on days that matter to the parents. The holidays we pay are Thanksgiving, Christmas, Easter, Mother’s Day, Father’s Day, Halloween and 4th of July. If a parent requests a visit on a day that involves another holiday we are happy to pay holiday pay if the staff works on that day as well.

Question 2: Provide a written narrative response that demonstrates the method or manner in which the offeror proposes to satisfy the requirements of the Scope of Work. The language of the narrative should be straightforward and limited to facts, solutions to problems, and plans of proposed action. The response shall at a minimum describe and provide a response for each of the following bullet points listed below:

· What are your processes to document visits, track case progress and manage referrals?

· How will you ensure accurate and timely communication and collaboration with the ADCS and/or other involved parties for visit schedules, progress and concerns?

Offeror Response:

Our responses for Question 2 and the bullet points are inclusive:

In order to satisfy the requirements of the Scope of Work, our Executive Director will request referrals on the specified day, which is currently Friday. She will accept all referrals sent to us that facilitate Pima County. She will oversee all aspects of our team in providing Parenting Time Services. We have been a contracted provider for Supervised visitation since 2015 and we have never returned a referral.

StarrCare’s office hours are Monday through Sunday 8 AM to 7 PM, seven days a week. Our CA’s are available 7 days per week from 8 AM to 7 PM to facilitate the needs of families and later if it suits the needs of the families involved. StarrCare has developed a visitation center that ensures a safe and healthy, homelike environment. We are on call 24/7 and our Executive Director and Program Director rotate being on-call in order to facilitate any after hours, urgent needs.

Our staff are available 7 days per week including holidays to assist in accommodating the needs of the family. We will report any changes in staffing by sending a secure email providing a revised Facility Location and staffing chart to the assigned DCS contract specialist within 5 days. In order to prevent an interruption of services our employees are required to give us a minimum of 3 weeks written notice, to allow time to hire new staff. If we have an employee resign, we will hire a new employee within 2 weeks. If an employee becomes ill or incapacitated being unable to give prior notice, we will assign our existing CA staff to assist with covering their cases until they return or until we hire a new CA.

Our Executive Director is in charge of reviewing applications interview, hiring, training Case Aide staff, employee reviews, receiving referrals, assigning referrals to case aide staff, keeping in contact with the case aide and ADCS Specialist for the duration of the case regarding updates and changes, assisting in resolving any issues in facilitating supervised visits, is the direct contact person to the ADCS Specialist, cc'd in all emails from Case aides to the ADCS Specialist, maintaining all case files, keeping in contact with ADCS Specialists and Case Aide staff involving all aspects of the referral, incident reports, our insurance policies, billing logs, quarterly reports, site visits and is the Supervisor to the Program Director, the Administrative Assistant/Human Resources Director and all Case Aide staff and NPP staff. Staff meetings and ongoing education of staff. She is the direct Supervisor to all Case Aide staff in all aspects of providing and implementing the Parenting time visitation services, submits any Incident reports and maintains closed case files.

For all referrals new and existing, our ED ensures that we maintain secure files with all of the required documents for all of the clients we facilitate. The files are kept in a secured file and may include, but are not limited too. The referral packet, any notes from the case manager, all documents related to the services provided to the client, such as Exhibit F the Parenting Time guidelines form, Exhibit B Parenting Time summaries, Exhibit G significant incident reports (if any occur), copies of documents given by the parent, records of all contacts in person, in writing, electronically or telephonically, documents given by the court, attorneys, mental health professionals, community agencies, and/or referring agencies, Exhibit E. The ED will maintain that all case records are limited to the facts and observations and direct statements of the persons involved and documentation will not include personal opinions, personal conclusions or suggestions by the contractor and contractors’ staff. Documentation in the case notes will be included for all correspondents regarding parenting time, communication, missed appointments of any kind with the parent/caregiver, personnel, placement or any other parties involved in the case.

The ED and the Program Director both ensure that all entries in the case records are complete, dated and signed by the provider staff. The Executive Director, Program Manager and all staff involved have been trained during orientation training portion which covers confidentiality and clearly understand that they are prohibited from changing or altering another staff members notes or entries. The ED will submit an original service case record to ADCS and retain a copy of the requested service case record within 2 business days if requested by ADCS.

The Executive Director is the Parenting Time supervisor and she will participate in all Provider Collaboration

Meetings at a frequency determined by ADCS, not to exceed quarterly. If she cannot attend for an unforeseen reason then the Program Director Dwanda Shivers will attend her place. We acknowledge that the meetings will provide the opportunity for all parties to problem solve, collaborate, and increase practice proficiency.