2-Attachment 3-A Method of Approach.pdf

Solicitation Instructions Part 2

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A 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 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.

Include staff turnover rate for the last year;

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

Offeror Response:

FSA currently has a Supervised Visitation Only (SVO) Supervised Parenting Time Director, Supervisor, Referral Coordinator, Data Specialist, and 15 Case Aides. FSA will hire an additional 15 Case Aides by July 1st, 2025, and two (2) additional supervisors. This will increase the Parenting Time Case Aides to 30. FSA requires Case Aides to carry a minimum caseload of 7 cases and work one weekend day, evenings, daytime, and morning hours, to provide services on behalf of the Arizona Department of Child Safety (ADCS).

On the Go-Live date, FSA will request 75 Parenting Time referrals and build capacity to 125 Parenting Time referrals within a three (3) month period. FSA will have a total capacity of 125 referrals for each 90-day period in a year or 500 referrals annually. FSA has consistently exceeded its contracted capacity for SVO services and has staffed up, when the Department requested help from providers and expanded services in 2019 for Pinal County, when the Department needed to increase services in that region. Although the model presumes seven (7) cases per Case Aide for full-time hours, which would be a 210-referral capacity for each 90-days, FSA prefers to leave room to address unforeseen issues and formally and gradually increase capacity.

In 2024, FSA experienced a 66% turnover rate of Case Aides. This was due to employees resigning for unexpected health issues, pregnancies, return to full time education, relocation, consistency in hours, a need for a more structured schedule due to childcare needs, and employees who were terminated. Despite the high turnover rate, FSA continued to exceed its capacity for the SVO contract.

If a Case Aide resigns or is terminated, before requesting any new referrals, the Referral Coordinator checks with

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

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 the Supervisor to see if any cases need to be transferred to another Case Aide. This ensures consistent service delivery to families. The SVO (Supervised Parenting Time) leadership, which consists of the Program Director, Supervisors, Referral Coordinator, and Data Specialist, all of whom have been Case Aides or Parent Aides, are required to cover visits, if necessary. Further, FSA has Case Aides that have been promoted to Family Connection Consultants or Triple P Practitioners, that are able to cover visits if necessary. This procedure resulted in zero gaps in coverage in 2024.

FSA understands that ADCS relies on FSA to maintain its capacity during the life of the Parenting Time contract.

FSA takes this commitment seriously. FSA’s leadership is knowledgeable of the contracted capacity and Scope of Work (SOW), which includes timelines for service delivery, forms and program deliverables. FSA holds weekly meetings to keep lines of communication open. FSA has an Open Door Policy, which is outlined in the FSA Employee Handbook. In most cases, Case Aides are actively communicating with their supervisor or Program Director regarding potential plans to resign.

FSA unfortunately, experienced the passing of the Human Resources (HR) Manager, a key member, in 2024.

Because leadership is cross trained in multiple areas, such as hiring, the passing of the employee did not disrupt the hiring process. FSA continued to hire throughout 2024 and is actively hiring for the HR position.

FSA’s hiring process starts with a detailed job description posting on Indeed.com, the Maricopa Community Colleges job board, ZipRecruiter, social media sites, and posted hiring flyers. Additionally, many candidates have come from individuals in the field, who have experienced the culture and support while providing services to their clients at the Good Living Center (GLC).

Applications are screened for education and experience and phone calls are made to screen candidates for driving history, Level One Fingerprint Clearance Cards, and probation or restraining orders. The candidates must meet the minimum criteria as outlined in the Scope of Work (SOW) and FSA’s hiring practices.

Once an interview is scheduled, there are two FSA employees, typically the HR Manager and Program Supervisor, or the CEO and Program Supervisor, who will facilitate the interview. If an employment offer is to be extended, professional reference checks are completed. Upon completion of the reference checks a phone call is made to extend the offer, reiterating the requirements and process for onboarding. An email is then sent confirming the details.

All employees are required to pass a pre-hire drug screen, provide a 3-year motor vehicle record (MVR), a copy of their educational diploma, GED, or degree, along with a copy of their Arizona license, vehicle registration, and auto insurance. The employee must also register and complete the Central Background Check, provide a valid Level One Fingerprint Clearance Card, and certification of CPR/First Aid. Employees are required to attend all mandatory ADCS and FSA training, to continue with employment.

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

FSA hires in groups to enhance the onboard training and camaraderie. FSA starts new employees at the beginning of the 2nd and 4th week of the month. Employees complete 7 – 10 days of training, depending on experience. For example, if a new employee has been a Case Aide, they may need less time to shadow in the field. All Supervised Parenting Time staff participate in the onboard training.

To address turnover rates, in January of 2025, FSA provided and reviewed with all employees the updated FSA Employee Handbook. FSA highlighted steps for employees wishing to resign from the company. The policy states, that employees who provide a professional courtesy notice of their intent to resign of three (3) weeks, submit all documentation, and remain engaged, are provided with an additional $250 on their final check.

FSA also offers several benefits to support retention of employees. FSA offers insurance and an Employee Assistance Program (EAP), Paid Time Off (PTO) and holiday pay. FSA provides technology and tech support and has a fleet of eight (8) company vehicles for Case Aides. FSA has also allowed temporary assignment of vehicles to employees. This has been done when an employee’s car needs a significant repair, or the employee needs a new vehicle. This is done for retention purposes and to maintain service delivery. New Case Aides are also provided with a backpack containing wipes, hand sanitizer, a first aid kit, and a $75 dollar QT gas card. Employees may also request an advance from the company if needed.

FSA frequently recognizes employees for excellent work and solicits feedback on what would make the company better. FSA completes an annual employee survey and shares the results with the entire FSA team. FSA makes changes based on employee feedback. FSA also offers discounts and savings through a Fleet Account with Discount Tires and up to a 29% savings with Verizon, for employees who have Verizon as their cellular carrier.

January 2025 to date, FSA reduced turnover from 66% to 9%, reflecting three (3) employee losses.

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:

FSA takes seriously the responsibility to provide services to Arizona Families on behalf of the Arizona Department of Child Safety (ADCS). FSA provides services with integrity, fidelity, and collaboration with ADCS, parents/caregivers, OOH placements, other contracted ADCS service providers, and community organizations.

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

FSA reinvests revenue back into the company to support sustainability, especially during unforeseen events, such as a drop in referrals, a sudden change in financial incentives from the state, historic inflation rates, and the pandemic. This requires financial strength to provide resources and maintain continued operations. In 2025, FSA was able significantly reduce rent and other expenses. FSA also started to receive referrals from the ADCS Adoption and Permanency Unit, for a contract that had awarded 2023.

First, FSA will begin by ensuring that key personnel understand the Scope of Work (SOW) and timeframes for compliance. Second, FSA will review and revise procedures for service delivery in line with the SOW. Third, The FSA Supervised Parenting Time team will assess the efficiency of the revised procedures and process from start to finish, ensuring the training is effective and the transition is seamless. FSA will use the new forms provided as exhibits in the solicitation and incorporate the training into the onboarding for newly hired Case Aides.

FSA will continue to hire and employ culturally and linguistically diverse staff. FSA will remain aware of issues and solutions, through conversations, training, and memberships to organization, such as the Arizona Council of Human Service Providers, as well as ADCS provider meetings. FSA will be transparent on all site visits and communicate with the Statewide Service Coordinator, and other ADCS Departments, Contracts, and Procurement, to ensure compliance in all areas of the contract. FSA’s policy for communication is outlined in the FSA Employee Handbook. All employees are required to respond to communication within 24-hours or sooner if urgent.

FSA has 47 employees with diverse ethnic and cultural backgrounds; 35% or 16 employees are bilingual, some of which are multilingual. Employees are from Africa, Haiti, Russia, Ukraine, Sudan, Mexico and the US. All FSA employees have a vast array of social service experience and educational backgrounds, including working as behavioral health technicians, parent educators, ADCS Safety Specialists, in group homes, in shelters, in schools, etc., and with individuals, children and families, and diverse populations. FSA embraces cultural diversity and encourages insight and contributions to the team’s service delivery.

FSA reviews employment applications and resumes for qualifications and experience related to the position and as outlined in the (SOW). FSA prescreens applicants, facilitates interviews and checks references before employment offers are made. Once employment offers are made applicants are required to pass a pre-hire drug screen, complete the Central Background Check (CBC), provide a 3-year motor vehicle record (MVR), have a valid Level One Fingerprint Clearance Card (FPCC), a valid Arizona Driver’s License, auto insurance, and vehicle registration, as well as a high school diploma, GED or degree, and valid CPR/First Aid. These documents are saved in the employee’s personnel file. Additionally, the new employee will receive a company ID badge.

Once employed, new hires attend a company orientation. During the New Employee Orientation (NEO) employees are introduced to the company’s culture and expectations. Employees are provided with an FSA Employee Handbook and review policies and procedures for the company.

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

New employees will receive a minimum of 40 hours of training in Mandatory Reporting, Trauma and De-escalation, Parenting and Child Development, How to End Visits, Professional Boundaries, and Car Seat use and installation. Additionally, new employees complete online training through ADCS and through FSA’s Relias platform. New employees will be training in the Case Aide position, role and responsibilities, safe transportation of clients, scheduling, timeframes for service delivery, documentation, Incident Reports, and submission. New Case Aides also shadow experienced Case Aides in the field to gain hands on experience before receiving cases.

Before a new Case Aide ever receives a case for service, they are fully versed in the requirements and responsibilities of the position.

Once Case Aides are trained or as employees have openings for new clients, the openings are communicated to their supervisor, who in turn communicates the openings to the Referral Coordinator. The Referral Coordinator requests referrals from the Department’s Referral Unit. Upon receipt of the new referrals, the Referral Coordinator adds the information to the Referral’s Central List for tracking and advises the supervisor of the receipt of the referral. The Referral Coordinator then sends out the FSA Welcome Letter. The letter provides information on the type of service, frequency and duration, the Case Aide assigned and their contact information and introduces expectations for services. The letter also provides information on the Good Living Center (GLC) and FSA resources such as parent education and support groups, food boxes, hygiene kits and clothing.

The supervisor immediately makes 1st contact with the parent(s)/caregiver(s) to ensure the contact information is accurate for the parent(s)/caregiver(s). If the contact information is inaccurate, the supervisor will send the case back to the Referral Coordinator for engagement efforts, which includes making in person visits and leaving a “Sorry We Missed You, card.” If contact is not established, the Referral Coordinator will reach out to the ADCS Safety Specialist to request help in making contact. ADCS engagement and closure procedures are followed.

If contact is confirmed, the supervisor will introduce themself and the company and ask for initial availability. The supervisor will ask if the parent(s)/caregiver(s) have any barriers to services, are engaged in other services from ADCS, and if there is any immediate need for resources. The supervisor will advise the Case Aides of any scheduling needs during the staffing and assignment.

Referrals are immediately assigned to Case Aides based on geographic location, primary language spoken, expertise in the areas of trauma, skill level for the needs of the family, and cultural competency. The Case Aide makes contact within 24-hours with the OOH caregiver, to introduce themselves and provide contact information as well as for the company and to ensure the needs of the child(ren) are being met with a visitation schedule.

The Case Aide also contacts the parent(s)/caregiver(s), to introduce themselves and the company, and provide contact information. The Case Aide also develops a visitation schedule with the parent(s)/caregiver(s) that best meets the child(ren) and parent(s)/caregiver(s) schedule. The Case Aide then contacts the ADCS Safety Specialist, all within the 1st 24-hours upon receiving the referral. The Case Aide provides their name and contact

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts information, and visitation schedule. The Case Aide schedules the 1st visit within five (5) days of receiving the referral.

The Case Aide arranges to pick up the child(ren) with the OOH placement and transports the child(ren) to the visitation location. Visit locations are established in the referral and agreed upon with the parent(s)/caregiver(s) prior to the 1st visit. Case Aide use company vehicles when their vehicles are not large enough to safely drive multiple children in car seats.

FSA is developing an App for Case Aides to use to reserve company vehicles, track mileage, and report damage.

The app also has an SOS feature, which does not replace emergency assistance. The SOS feature notifies the Supervisor of the Case Aide’s location, who is in the vehicle, and the type of emergency, such as a flat tire, breakdown, or dead battery. Help can then be immediately dispatched to the Case Aide’s location. Also, notifications are sent to the Case Aide for what to do, such as contact the police and remain in the vehicle with seatbelts and the air conditioner on.

If a Case Aide is struggling to provide services because of the cost of gas, FSA Supervisors will assist with gas cards or fill up the Case Aides car with fuel, to avoid service disruption. FSA also provides car seats for Case Aides to use. This is a strategic decision to offset additional employee related costs of providing services as well as allows the company to ensure uniform training of car seat use and installation, respond to manufacturer recalls, and monitor expiration dates.

As a benefit to FSA Case Aides and families, FSA opened the Good Living Center (GLC) in 2019. The Center provides a safe and comfortable space, with friendly GLC Assistants, to support family engagement in a homelike environment. The GLC is filled with couches and oversized chairs, toys and games for both children and parents and has an art studio with a local Phoenix artist, creating some amazing artwork for families to be proud of. The GLC has a kitchen for use by families who like to cook their own meals, the Sunflower Boutique which has clothing and small items for parent(s)/caregiver(s) and their child(ren), and a small market, the Grocer’s Bag, that has food items and produce, available for purchase onsite. FSA also partners with St. Mary’s Food Bank to offer free prepackaged meals through the Kid’s Café program.

FSA has obtained an NPI number and is actively pursuing approval through AHCCCS to offer onsite counseling and behavioral health services. Although the Department is moving toward more in home services, having several services in a single location reduces parental stressors and supports family engagement.

The GLC Team Lead received this feedback from a parent, father, on 2/22/2025 regarding the GLC.

“I have been attending the Good Living Center for almost a year, and it has been an essential part of my

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts reunification process with my son. This facility provides a structured, supportive, and safe environment where parents can maintain and strengthen their bond with their children under supervision. The staff ensures visits are conducted smoothly, offering guidance when needed and facilitating positive interactions between parents and their children.

Before starting supervised visitation, I felt ashamed and reluctant to go through this experience. However, from the moment I stepped into the facility, the staff was incredibly welcoming and professional. They were knowledgeable, answered all my questions, and created an environment that put me at ease.

Since my first visit, I have experienced a sense of relief knowing that I could reunite with my son in a comfortable and well-monitored setting. The facility provides various forms of entertainment and activities, allowing me to engage with my son in meaningful ways while strengthening our bond.

Under my current circumstances, I always look forward to my visits at this facility, and my son does as well. The structure and support provided here have helped us grow closer and have made a significant impact on our relationship.

Without a facility like this, it would be much harder for parents in similar situations to have consistent, meaningful interactions with their children. I would highly recommend this center to anyone in need of supervised visits.”

Supervisors meet with each Case Aide monthly, or more frequently, if needed. Supervision includes case staffing, case progress, successes and barriers to service, needs of the family, ADCS Safety Specialist input or concerns, timeliness of document submission, and extensions. Additionally, the supervisor and Case Aide develop S.M.A.R.T. goals to promote professional growth. Supervisors also conduct monthly field checks to support Case Aides and families. Case Aides also attend a monthly team meeting and All-Staff meeting.

If a parent/caregiver becomes disengaged in services, the Case Aide will notify the ADCS Safety Specialist via email and copy the FSA supervisor. All efforts to reengage the parent(s)/caregiver(s) in services will be documented, including reaching out to the ADCS Safety Specialist, communication attempts with the parent(s)/caregiver(s), and unannounced home visits in the Summary of Parenting Time.

The Data Specialist will track submission of the Summary of Parenting Time documents against the Data Central list. The Program Director will track Summary of Parenting Time documents against the Case Aide’s Microsoft Calendar to ensure the visit took place. If the visit took place and the document has not been submitted, the Program Director will inform the Supervisors. The supervisors will contact the Case Aide to request any late document. Included in the FSA Employee Handbook are steps to mitigate sub-par performance for late documentation, which include talking with the Case Aide to ensure an understanding of requirements and tools to submit documents. A verbal warning. A Performance Improvement Plan (PIP), A Corrective Action Plan (CAP), and termination.

Case Aide timecards are submitted on the 1st and 16th of each month. Timecards include dates of visits and

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts services. Timecards are matched to actual documents to ensure services were delivered and case progression is ongoing. The Data Specialist also tracks each case as well as each Case Aide and their timeliness of document submission, the number of services delivered, and reason for cancellations. FSA also has a part-time employee who analyzes timecards to generate reports on the number of visits per Case Aide, the average visit time, the number of no-shows, and the number of cancellations.

The Data Specialist also tracks data points pertinent to the SOW and completes and submits the Quarterly Report which is sent to the ADCS Fidelity and Compliance Unit. Quarterly reports have always been submitted on time or early to the Department.

FSA recognizes that services are more effective when collaboration is inclusive of all parties, is client centric, and trauma informed. Case Aides seek collaboration with ADCS Safety Specialist via email, phone, and text messages.

FSA understands that ADCS is subject to employee turnover and staffing changes and that cases transition through ADCS Investigators to ADCS Safety Specialists.

Finding correct contact information for an ADCS Safety Specialist can be a barrier for Case Aides and families. FSA has adopted the following procedure to mitigate this problem. When sending an email, the Case Aide will type 1st Attempt in the subject line. If there is no response, the Case Aide will send another email to the ADCS Safety Specialist and their supervisor and type 2nd Attempt in the subject line. If no response is received, the Case Aide will send another email to the ADCS Safety Specialist, their Supervisor and the Area Program Manager (APM) and cc their FSA Supervisor. If no response is received, the Supervisor and Program Director will reach out to the Statewide Coordinator, after contacting the ADCS Safety Specialist, for assistance.

All Case Aides have company technology. Case Aides set up voicemails with their name and brief message. Case Aide email signatures include their name, position, contact information and the name and contact information of their supervisor. Per FSA policy, Case Aides are required to respond to all communication within 24-hours, Monday through Friday.

After initial contact with the parent(s)/caregiver(s) and OOH placement, the 1st visit is scheduled to take place within five (5) days. Upon meeting the parent(s)/caregiver(s) for the 1st Supervised Parenting Time visit, the Case Aide will review the Parenting Time Guidelines, obtain the parent’s signature, and provide a copy of the Guidelines to the parent(s)/caregiver(s). The Case Aide will explain the program and services to the parent(s)/caregiver(s), the frequency and location for services, the documentation of statements, reactions, and parent’s preparedness.

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The Case Aide will inform the parent(s)/caregiver(s) of their Mandatory Reporter requirement and work with the parent(s)/caregiver(s) to prepare them for their child(ren)’s behavior and establish a rapport. The Case Aide will also advise the parent(s)/caregiver(s) of FSA’s weekly parent education and support groups, and any upcoming free training offered through FSA.

FSA trains all Case Aides on recognizing opportunities to provide coaching and feedback during Supervised Parenting Time. As a policy, FSA requires all Case Aides to provide coaching and feedback to parents/caregivers during Supervised Parenting Time and will continue this process in the Parenting Time contract.

Per FSA policy, Case Aides are not permitted to discuss the elements of the case with either the parent(s)/caregiver(s) or OOH placements. Case Aides will redirect all parties to the ADCS Safety Specialists and document any concerns.

When referrals are 30-days from closure, the Referral Coordinator will notify the ADCS Safety Specialist via email and inform them of the pending closure. The Referral Coordinator will continue to provide upcoming closure notices weekly, until the referral closes, or an extension is received. The Referral Coordinator may also call the ADCS Safety Specialist.

Question 3: Describe your process for communication with the State specific to contract administration, including but not limited to, personnel changes, updated agency information, VPR related issues and general communications. Identify any key roles or points of contact.

Offeror Response:

The CEO regularly communicates with Arizona Department of Child Safety (ADCS) Contracts and the Statewide Coordinator for the following: scheduling of Site Visits, responses to Site Visit questionnaires and if applicable, countermeasures, and for providing documents for Personnel Audits. Other areas of communication include notifications of changes to key personnel, Significant Incidents and Vendor Performance Reviews (VPRs).

Notifications of changes to key personnel – the CEO immediately updates ADCS Contracts. For example, the CEO notified ADCS Contracts in April of 2024, when the HR Manager passed away as well as in January 2025, when there was a change to the FC Program Supervisors personnel. The CEO also provides updated contact information for key personnel.

Significant Incidents - the process outlined in the FSA Case Aide binder requires the FSA Case Aide to immediately notify their Supervisor of a Significant Incident. The Supervisor immediately notifies the CEO. Per the Scope of Work (SOW), the CEO notifies ADCS Contracts within 2-hours of the occurrence. The FSA Case Aide completes an Incident Report which is sent to the Supervisor and CEO for review. The CEO forwards the Significant Incident

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts report to ADCS Contracts within 24-hours. The FSA Case Aide calls the ADCS Specialist to provide notification and sends the Significant Incident Report.

VPRs – the process for receiving a VPR is embedded in the CEO’s desire to provide excellent service. If a VPR is received, the CEO acknowledges receipt immediately. The CEO immediately meets with key personnel to review the VPR, discuss the circumstances and to collect information for a response. The information is provided prior to the timeframe established by ADCS Contracts and further information is provided if needed. For example, on March 2025, FSA immediately acknowledged receipt of the positive VPR forwarded from Honey Bahre, highlighting “above and beyond” service by an FSA Case Aide.

The CEO also acknowledged receipt of each of the three (3) VPRs in 2024 and responded with documentation for each in accordance with the timelines provided by ADCS Contracts. In each instance, it was determined that FSA provided services, communicated accordingly or there was a miscommunication when an FSA supervisor contacted ADOT for roadside assistance and the dispatcher incorrectly assumed the call was from ADCS. The CEO has also acknowledged and acted, including terminating employees and changing procedures when warranted per FSA policy and sub-par performance.

The CEO has also reached out to ADCS Contracts for technical assistance. The CEO also notified ADCS Finance Director, Tina Lee, when FSA received an overpayment for services.

Additionally, the CEO has invited ADCS Personnel to tour the Good Living Center (GLC) and meet for opportunities to collaborate to support AZ families, such as co-locating. The CEO has also provided opportunities to ADCS Statewide Coordinators, Raven Bracy and Daya Foster, to participate in Nurturing Parenting Training with Senta Burton MSW, and verbally invited Honey Bahre to attend a Cultural Proficiency and Engagement training with Senta Burton in September 2024, hosted at FSA. FSA has facilitated Q & A sessions with the Family Connections Statewide Coordinator, Vicki Berry.

The CEO has also notified ADCS Contracts when actions contrary to the Scope of Work (SOW) from other provider staff have been visually observed. For example, on 2/23/24, the FC Program Manager relayed information regarding a Nurturing Parent Program (NPP) provider, for an FSA FC client, whom the family alleged of not providing services.

The family further alleged that the NPP was submitting positive reports, and intimidating the family with negative reports, if anyone was made aware of her actions. The Family Connections Consultant (FCC) indicated that the family was scared to speak up on their own.

Other examples from 2024 include notification to Contracts when it was observed by GLC Assistants that another Provider’s Case Aide was transporting children without car seats. The GLC Assistant provided FSA car seats so that the children would be transported safely. Or, when another Provider’s staff was supervising two families at the same time.

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SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The Referral Coordinator communicates FSA’s capacity to the ADCS Referral Unit each week did so during the Burndown Incentive. The Referral Coordinator requested bulk referrals of 25 in a single request 28 times in addition to other requests. The Referral Coordinator provides notifications of upcoming closures. Emails are sent at 30 days prior to service closure and weekly thereafter to the assigned ADCS Safety Specialist.

The Supervisor communicates with ADCS Safety Specialists when there is an issue or barrier to service, such as transportation for a parent/caregiver, referral questions or to address concerns by a parent/caregiver or OOH provider. The Supervisor also communicates with ADCS during Site Visits and during attendance of OOH meetings.

The Data Specialist uploads documents to the Child Welfare Case Management System, Guardian and will send Summary of Parenting Time documents to ADCS Safety Specialists when requested to do so. The Data Specialists tracks and reports all data required for the Quarterly Reports and submits reports to the ADCS Fidelity and Compliance Unit. The Data Specialist also participates in the ADCS Data meetings as well as the OOH meetings.

All Case Aides communicate with ADCS Safety Specialists throughout the service authorization period. Case Aides introduce themselves, provide visitation schedules, update ADCS Safety Specialist with changes in parent/caregiver’s level of engagement, incidents, requests for approval of other people to attend visits, visit locations, concerns from parent(s)/caregiver(s) or OOH providers, and upcoming closures.

An FSA survey was completed for SA # 002934071, on April 024, regarding Case Aide Christy Craner.

The ADCS Safety Specialist stated, “So far things are going great. I know that the SVO service recently started for the parents again, with her being the newly assigned SVO. So far, no complaints from the parents or placement. Christy has good communication skills. I really like the reports she sends me. I like how she words everything and provides details about how the parents do with the kids. Like all the interactions they have with them and everything. It’s very helpful for my case to see how the parents interact when having these visits. Everything is good.”

FSA values collaboration and fully intends to follow the Scope of Work for communication with ADCS.

Question 4: Provide a detailed response for each of the following bullet points listed below:

How does your agency ensure service delivery practices are in line with service design and best practice? Describe any internal monitoring, quality assurance processes, or staff oversight used to maintain quality across all referrals.

Agency's process for ensuring annual training and continued education are met? What considerations does your agency take when identifying opportunities for staff knowledge enhancement?

What strategies does your agency use to promote positive parent-child interactions, A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts include strategies to de-escalate challenging situations?

Explain your approach to ensure safety during transportation, including process for vetting vehicles and mitigating potential risk.

Offeror Response:

FSA aligns with the Arizona Department of Child Safety (ADCS) vision, ‘Children thrive in family environments free from abuse and neglect,’ striving for excellent service delivery. FSA key personnel review the Scope of Work (SOW) and forms for deliverables and timelines for compliance. Procedures are outlined and a 40-hour training developed and delivered to Case Aides along with resources.

The Data Specialist reviews and tracks documents submitted by Case Aides for the effectiveness of training and compliance with timelines. The Data Specialist provides monthly reports to the CEO and program leadership for review of compliance and program deliverables. Additionally, review of documents allows for training opportunities with the Case Aides and procedure revisions. FSA key personnel then review progress using data.

This includes a review of timeliness for initial contact, 1st visit, weekly engagement, submission of the weekly Summary of Parenting Time, Discharge and Closure Summaries, and case outcomes.

FSA also measures success of service delivery through client satisfaction surveys. FSA uses a third party to conduct client satisfaction surveys. Parent(s)/caregiver(s), OOH placements, and ADCS Safety Specialists are contacted and given an opportunity to provide feedback on Case Aides, flexibility of scheduling services, professionalism, cancelled and makeup visits as well as open-ended questions that promote feedback in areas of success and concern. Typically, 10+ client surveys are conducted each month. The FSA program director is notified with any concerns or efforts that are above and beyond.

Further, FSA provides oversight of the program via the CEO, Program Director, Supervisors, Referral Coordinator, and Data Specialist via internal protocols and from ADCS Site Visits. Key personnel review feedback from Site Visits and make improvements to service delivery.

FSA is committed to professional development and training for all employees, regardless of oversight.

In 2017, when FSA was awarded the Parent Aid contract, the first thing the CEO did was find a national trainer of the Nurturing Parenting Program (NPP). The trainer, Senta Burton MSW, provided an in-person five (5) day training of the program and curriculum. All employees who were promoted or hired as Parent Aides attended this training.

Additionally, every time a group of employees was hired for the Parent Aide position, the CEO contracted with Senta Burton to provide the same training. At no time did FSA ever allow Parent Aides to facilitate services without 1st receiving this training, which was required according to the curriculum.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The Department did not have any metric in place to assess if Providers were receiving training from a certified trainer of NPP at the time. The Department did not require Providers to receive training in the NPP curriculum until it transitioned from the Parent Aid contract to the Nurturing Parenting Program contract in 2022. The Department contracted with Nurturing Parenting, which required any Provider of the Parent Aid services to go through their training.

Likewise, FSA requires a significant amount of training for new Case Aides. This includes completing ADCS Case Aide training, FSA car seat use and installation, Case Aide position responsibilities, forms and timelines, mandatory reporting, trauma and de-escalation, parenting and child development, professional boundaries, ending visits early, and shadowing in the field.

New Case Aides are also trained on company vehicle use and tour the Good Living Center. New Case Aides are also required to complete 4.75 hours of training on the Relias platform. Modules include Ethical Practice for Paraprofessionals, Strategies for Safely Transporting Clients, Safety When Working in the Community, Applying Health Insurance Portability and Accountability Act (HIPPA) Regulations in Behavioral Health, Ways to Communicate to Support Families for Paraprofessionals, Incident Reporting in Behavioral Health, and Basics of Effective Documentation. All newly hired Case Aides receive 40 hours of training during their onboarding.

FSA holds monthly All-Staff meetings on the 1st Friday of every month, from 9 – 11 am. Training is provided and certificates are made for employees in attendance which are retained in the employee’s personnel file. In 2024, FSA provided 32 hours of annual training on topics such as Effective Communication, Engagement, Trauma Informed Care, Professional Boundaries and Integrity, National Association of Mental Illness (NAMI), Time Management and Personal Organization, 14-hours of training in September with Senta Burton MSW on Cultural Proficiency 2.0 and Engagement, Building Rapport, and Domestic and Sexual Violence.

The 2025 training schedule also contains presenters that are relevant to social work such as Harvest Compassion, Women’s Hope Center, Mind 24/7, NAMI, AZ Coalition to End Sexual and Domestic Violence, ADCS, Southwest Human Development, FSA car seat use and installation refresher, and more.

Supervisors also meet with Case Aides during supervision and can identify trends and opportunities for training.

Additionally, the Data Specialist reviews documentation submitted by all Case Aides and identifies areas of opportunity for training. This is communicated to the supervisor and program director. Training is also provided during monthly Case Aide team meetings which includes evaluation of FSA policies and procedures and role play.

FSA Case Aides are required to provide coaching and feedback during supervised parenting time. Case Aides are empathetic and utilize active listening skills with the parent(s)/caregiver(s) and children. Case Aides provide verbal affirmation to the parent(s)/caregiver(s) when recognizing strengths and newly developed skills. Case Aides also encourage parent(s)/caregiver(s) to engage with their child(ren).

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

In a third-party FSA client survey, for case SA #002949155, in August 2024, regarding FSA Case Aide Nixon Rincher, the parent stated the following, “I like Nixon very much. I think he is very kind and he’s a Godly man. My faith is in the toilet right now, but I still believe. I think that he has the best of intentions which I can’t say for everybody. He seems like a very kind and genuine person who is navigating a very difficult case where a lot of people don’t like me.

I appreciate him very much.”

Case Aides observe parent/caregiver and child(ren) interactions and may make recommendations for the parent and/or use modeling to assist with skill development. Case Aides are actively preparing parent(s)/caregiver(s) for what to expect regarding their child(ren’s) behavior.

In another FSA client survey, in September 2024, for case SA #002954413, regarding FSA Case Aide Katelyn Spriggs, the parent stated the following, “I really like the advice she gives toward reading him because it’s been 3 months since I’ve lived with him. I have missed out on a lot of time, and she has really great suggestions and milestone moments to look forward to and things that I can be working on when I do have him…”

Case Aides receive training on recognition of personal bias which can lead to judgement and power struggles. Case Aides strive to support positive parent/caregiver child(ren) engagement by establishing a positive rapport with the parent(s)/caregiver(s) and their child(ren). Case Aides also provide clear expectations, including a review of the ADCS Visitation Guidelines. Case Aides support healthy communication, using active listening, reframing, and summarizing statements made by the parent(s)/caregiver(s) and child(ren). Case Aides are professional and relaxed.

The Good Living Center (GLC) provides several activities for parent(s)/caregiver(s) and their child(ren). The activities are designed to promote positive engagement through art and crafts, riding Easy Rollers through the building, shooting basketballs, playing arcade games, climbing on structures and cooking and eating together.

When de-escalating a situation Case Aides utilize the skills they’ve learned in training. Case Aides remain calm, provide personal space, keep a relaxed posture, and use a softer voice. Case Aides are trained to be empathetic and utilize active listening skills while validating the feelings of the upset or angry parent/caregiver or child(ren). Case Aides offer choices to support a sense of control and reach out for support if necessary. For example, at the GLC there are GLC Assistants present to provide support as well as FSA supervisors, and other FSA staff. GLC Assistants have provided de-escalation support for other agencies and newer Case Aides during visits at the GLC.

FSA requires Case Aides to complete the online Relias training, Strategies for Safely Transporting Clients. FSA also provides a 2.5-hour training on car seat use and installation, which is based on training from the National Highway Traffic Safety Administration (NHTSA) in addition to the required online ADCS CWTI Transportation training. FSA provides car seats for all Case Aides. This allows FSA to monitor car seat recalls and expiration dates as well as compliance with use.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 3-A

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

In a company survey for the placement of case SA #002667831 regarding FSA Case Aide Shahidah Jabaar, the placement stated the following, “She works great with the us and the girls like her. I appreciate the way she talks to the girls and how safe she is, making sure none of the kids go on the street when she puts them in the car and safely in their car seats.”

FSA supervisors also complete visual inspections of Case Aide vehicles during supervision. The visual inspection includes lights, tires, check engine lights, windshield damage, and seatbelts. The CEO has become aware of a Case Aide’s vehicle needing new tires and purchased tires for the Case Aide prior to vehicle use. The CEO is committed to safety. FSA has eight (8) company vehicles for use by Case Aides. Vehicles are assigned for daily use or for extended short-term use to an employee, if an employee’s vehicle needs repair or replacement.

Additionally, FSA has policies and procedures for any traffic incident that may occur. The policies and procedures always ensure the safety of the child(ren) and Case Aide. FSA is in the process of developing an app, which is scheduled to be completed by 2026, after a beta test. The FSA app will provide an SOS feature that notifies supervisors of immediate issues. The SOS feature on the app does not replace 911 but it does provide the location of the vehicle and allows the Case Aide to indicate a breakdown, flat tire, or dead battery. FSA has a AAA membership and has a maintenance plan for all company owned vehicles.

End of Attachment 3-A