2-CFSS-Attachment 3-A Method of Approach.pdf

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:

Child & Family Support Service, having the benefit of working through the last Supervised Visitation contract renewal and implementation, is proposing capacity that we believe is sustainable with existing staffing and historical agency hiring trends. The larger unknown frankly is referral volume within ADCS following go-live with the new contract and some level of resolution of existing wait lists.

To ensure the ongoing responsiveness to contract requirements, CFSS has established a robust system of monitoring and measurement, which includes the following key components:

1. Weekly Caseload Monitoring: We conduct weekly reviews of caseloads, paying close attention to Service Authorization Request (SAR) expirations and the measurement of individual Case Aide productivity assumptions. These productivity assumptions involve:

a. Conducting a weekly review of scheduled visits to ensure that Case Aides have at least 20% more visits scheduled than their target billable hours.

b. Daily reviews to compare scheduled visits with actual kept visits and visit times.

c. Daily reviews to ensure that canceled visits are communicated and rescheduled for the same week when the family's schedule allows.

2. Program Caseload Reviews: At the start and end of each week, program-specific caseload reviews occur within each program. These reviews encompass SA (service authorization) expirations, planned extensions, and discussions related to inconsistent, difficult-to-engage, or paused families that might necessitate additional referral requests.

3. Communication with the Department: CFSS maintains a proactive communication channel with the Department of Child Safety (DCS). Every Friday and Wednesday, each DCS referral unit in the geographic areas covered by CFSS contracts sends a Capacity and Availability email to communicate referral needs and open capacity. This mechanism ensures real-time updates regarding the status of our caseloads and our ability to accept new referrals.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

4. Immediate Response to Unanticipated Capacity: In the event that unanticipated capacity becomes available, CFSS Program Managers take swift action to engage with the ADCS Referral Units to request additional referrals. This approach allows us to maximize our capacity and responsiveness to the Department's needs, ensuring that all eligible families receive the services they require promptly.

5. Referral Management: Once referrals are received, they are carefully managed by CFSS Program Managers and Supervisors. Each referral is assigned to a Case Aide, tracked meticulously, and communicated to DCS in accordance with the guidelines outlined in Attachment 3-A, Question 2.

As a legacy provider, CFSS has implemented a comprehensive and proactive approach to ensure ongoing responsiveness to the contract requirements. Our commitment to monitoring, communication, and swift action allows us to adapt to changing needs and maintain the capacity necessary to fulfill our contractual obligations effectively. We are dedicated to providing high-quality services to the Department and the families we serve, with a focus on meeting or exceeding the stipulated contract requirements.

With any cursory review of CFSS Key Personnel listed, you will see those listed have long standing tenure within the agency. Tammy Guerra has been with the agency since the initial contract in 2012. The executive management team is very stable as frankly the ADCS contract accounts for less than 10% of the overall agency revenues and approximately the same percentage of the agency staffing.

All key positional responsibilities are cross trained between various members of the team to ensure that if one leaves, services, institutional knowledge and functions will be maintained. Our program managers and assistant program managers have the same training and knowledge of the contract Scope of Work as Tammy Guerra and Troy Bailey and vice versa in order to ensure continuity of services.

As explained in Attachment 2-B, question #4, as an existing contracted “legacy provider” CFSS has already implemented several strategies to accommodate and plan for turnover and unanticipated workforce issues. As an agency that will celebrate our 22nd year anniversary this June, CFSS knows it is not a matter of “if” but “when” the unexpected will occur. To mitigate the adverse impacts of the unexpected CFSS is utilizing these existing strategies:

● Proposing capacity consistent with current agency staffing and historic referral volume and trends in each location

● Case Aide Supervisors, by design, do not have assigned caseloads.

● CFSS has implemented specialty teams of two (2) experienced Case Aides who exclusively work to cover make-up, canceled visits or coverage for planned and unplanned case aide absences.

● CFSS has the capability of utilizing existing DCS trained and qualified supervisory resources within the agency to flex and/or travel to programs to assist with oversight, supervision, coordination, transportation or even the provision of visitation services.

On an annual basis CFSS submits our Annual Workforce Development Plan in collaboration with AHCCCS and the AZ Association of Health Plans, CFSS turnover at the agency level (across all programs) is the number of employees present January 1, of the prior year and from that number, how many were employed with CFSS for at least a year. Using this measure of the 459 employees on January 1, 2025, 287 were employed with us for more than a year or 62%. That would then assume 38% of the employees were new within the past year and filling roles that had been vacated. Measuring turnover by this methodology shows program stability and longevity that accounts for any promotions or lateral moves across programs or locations.

While this turnover is consistent with other agencies across Arizona, CFSS still finds it unacceptable. CFSS has sought to improve work life balance for the Case Aides specifically through the implementation of the specialty teams to cover canceled and make-up visits. CFSS has increased hourly salaries by over 30% since the

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts initial Supervised Visitation contract award. Additionally, CFSS has created targeted career ladder development opportunities for experienced Case Aides.

Steps Taken to Ensure Staff Capacity and Improve Retention: In response to these challenges, CFSS is committed to taking several proactive steps to enhance staff retention and maintain capacity:

1. Equalizing Entry-Level Wages: To reduce the disparity in turnover rates between DCS and behavioral health programs, CFSS will be working to minimize differences in entry-level wages. By offering more competitive compensation in our DCS programs, we aim to attract and retain case aides, thereby decreasing the number of employees transitioning to behavioral health roles. This strategic adjustment in compensation will contribute significantly to improving our retention rates moving forward.

2. Specialty Teams for Coverage: CFSS has established specialty teams consisting of experienced Case Aides who are dedicated exclusively to covering make-up visits, handling canceled visits, and providing coverage for planned and unplanned case aide absences. This approach ensures continuity of service delivery and minimizes disruptions caused by staff absences.

3. Utilization of Supervisory Resources: We leverage our existing DCS-trained and qualified supervisory resources within the agency. These supervisors have the flexibility to travel to different programs, providing oversight, supervision, coordination, transportation, and visitation services as needed. This ensures that our staff receive the necessary support and guidance to perform their duties effectively.

4. Fleet Expansion: CFSS has taken steps to enhance the mobility of our workforce by increasing our fleet of vehicles. This expansion was initiated during the previous contract to reduce the wear and tear on employees' personal vehicles, thereby promoting employee satisfaction and retention.

5. Collaborative Initiatives: CFSS actively collaborates with AHCCCS (Arizona Health Care Cost

Containment System) and the Arizona Health Plan Association in the development and execution of the Annual Workforce Development plan. These partnerships enable us to access valuable resources and insights for improving recruiting and retention strategies statewide, aligning with our commitment to long-term capacity maintenance.

In conclusion, CFSS has recognized the challenges posed by staff turnover, particularly within our DCS programs, and is taking proactive measures to address this issue. We are committed to enhancing recruitment and retention strategies, ensuring competitive compensation, and providing robust support mechanisms to maintain our staffing capacity and deliver high-quality services to our clients. These efforts align with our commitment to continuous improvement and the provision of consistent, reliable services.

CFSS is dedicated to ensuring that we meet and maintain our proposed staffing requirements throughout the contract period. To achieve this, we have implemented a comprehensive approach that includes the following steps and details about our recruitment process:

1. Proposing and Maintaining Staffing Levels: As a legacy provider, CFSS has reviewed our staffing levels from the previous contract and proposed a minimum staffing level that we are confident we can maintain throughout the upcoming contract. Our current staffing levels, as of the Best and Final Offer (BAFO) stage, will meet or exceed our proposed staffing levels to provide a cushion for potential turnover before the contract's go-live date.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

2. Talent Acquisition Team: CFSS maintains a dedicated talent acquisition team consisting of three

(3) full-time recruiters. These recruiters conduct ongoing interviews at each program location a minimum of two (2) days a week.

3. Recruitment Efforts: CFSS utilizes various job boards, including Indeed, Zip Recruiter, Handshake, and Glassdoor, in addition to our own Careers Page on the CFSS.com website, to reach a wide pool of candidates. Our recruiters collaborate closely with program leaders to assess candidates' qualifications and skills in child development, communication, cultural awareness/sensitivity, safety, and compassion.

4. Recruitment Success Rate: CFSS recruiter have a proven track record of being able to attract and hire qualified case Aides sufficient to maintain capacity assumptions outlined in this response.

5. Candidate Qualification Process: Prior to joining CFSS, candidates go through a thorough qualification process conducted by the Human Resources department. This process includes verifying education, pre-employment drug screening, DPS Level One Fingerprint Clearance card, Valid Arizona Registration and Car Insurance, an acceptable 39-month Motor Vehicle Report, and completion and acceptance of the DCS Central Registry background check.

6. Recruitment Timeline: Once a candidate has completed the interview process, our recruiters work diligently to inform the candidate of the interview outcome within one (1) business day. The total recruitment timeline, from initial completion of the interview to the offer of employment, may vary but typically ranges from two (2) to five (5) business days.

7. Average Time to Hire: The average time to hire is as follows:

a. Continuous job posting: zero (0) days

b. Applicant expresses interest and is scheduled for an interview: five (5) to ten (10) business days depending on applicant availability.

c. Interview conducted and hiring decision made: one (1) business day

d. Offer extended, and candidate has a start date: up to ten (10) days (depending on pre-employment compliance timelines and notice given if the candidate is currently employed)

e. Candidate completes new hire training requirements and is assigned families: ten (10) business days

f. On average, the total time from application to hire and supervising Parenting Time visits is approximately thirty (30) days.

8. Onboarding Opportunities: CFSS offers continuous weekly onboarding opportunities for new hires in DCS positions. Company-wide onboarding occurs during the first three (3) weeks of every month, with the fourth week reserved for mandatory staff development trainings. DCS employees at CFSS benefit from additional behavioral trainings and cross-training experiences with teammates to support their skill and personal development.

In summary, CFSS has developed a robust recruitment process and timeline to ensure that we meet and maintain our staffing requirements. We are committed to efficiently identifying qualified candidates and providing them with the necessary support and training to excel in their roles within the organization.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

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:

As a contracted agency with ADCS for the provision of Supervised Visitation services for the past thirteen (13) years, CFSS has developed extensive internal tracking, reporting and communication feedback loops to assure compliance with ALL timelines and standards incorporated in the Scope of Work.

CFSS Program Managers respond to new referrals to acknowledge receipt of any new referral via ADCS encrypted e-mail. This e-mail includes the DCS referral unit and DCS assigned field supervisor and specialist. CFSS utilizes the New Referral Tracker for Parenting Time which is an internal tracker to coordinate and document our outreach efforts to ADCS, parents, and caregivers within 24 hours of receipt of the referral. (Click here to see an example of the CFSS New Referral Tracker: https://bit.ly/3rZOuvl.)

Additionally, CFSS engages the ADCS specialist and supervisor via email to confirm receipt of the referral and key contact information at the agency as well as all the relevant information present in Guardian. This includes where visits can take place, who can be present, how frequent the visits are to occur and for how long, as well as any other special considerations such as known allergies, special needs of the child, or complexities with the parent including safety concerns or court orders. At this time, CFSS also inquires about any other agency involvement including behavioral health and if there are any scheduled interdisciplinary meetings (such as a Child and Family Team meetings (CFT). Click here to see an example of the CFSS Introductory e-mail: https://bit.ly/3rQ4Qq8).)

Perhaps unlike other smaller agencies, CFSS has a dedicated Quality Management Team that supports the operations and participates in all Fidelity and Compliance meetings. The CFSS QM team assists the programs with tracking all internal deadlines for document completion and upload into Guardian. CFSS utilizes an EAD (Expired and Approaching Deadline) tracker to manage key document completion and updates. (Click here to see an example of the EAD: https://bit.ly/45LHq4b.)

CFSS Case Aide Supervisors also utilize an internal tracker (CFSS SA Hours Tracker for Parenting Time) to ensure the units of visitation provided in the referral recommendations align with the frequency and duration being provided. (Click here to see an example of CFSS SA Hours tracker https://bit.ly/3qjMaPb). This tracker is also used to manage service authorization end date, extension or closure contacts.

Finally, CFSS utilizes a tracker to manage the timelines for completion and submission of Discharge Summary reports within seven (7) days of the approval to close out services. (Click here to see an example of the Discharge Summary Tracker https://bit.ly/45enxCj).As an existing legacy agency already providing Supervised Visitation services, CFSS has the experience and luxury of having these existing tools in place and currently being utilized. Again, the Scope of Work in the prior Supervised Visitation contract and the new Parenting Time contract are largely unchanged, making these existing tools nearly interchangeable in their existing format.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

As a legacy provider of Supervised Visitation, CFSS would encourage ADCS to not only consider the information presented in this proposal but to review our past site visits program summaries. CFSS has consistently met or exceeded all contract deliverables and has received previous perfect performance scores during site visits. Our performance metrics as measured against other providers are also consistently among the top for timelines and engagement activities.

Prior to the first visit, a CFSS Case Aide Supervisor always attempts to review the ADCS visitation guidelines with the parent. After review of the Guidelines and any additional information or stipulations provided by the DCS Specialist, CFSS asks if the parent(s) have any questions, provides any necessary clarifications, and then obtains the required signatures. Once the initial contact with the parents occurs, CFSS works to identify consistent days, times and the location that work best for placement, parents and the child(ren). If a child(ren) is unwilling to attend a parenting time visit, CFSS does not force the child(ren) to comply but does notify the ADCS Specialist within 24 hours. If multiple children are participating in the parenting time visit and one chooses not to engage, the Case Aide will allow that child to have space, still within hearing distance and in eyesight, while the parenting time visit continues for the other children.

As a best practice measure, Child & Family Support Services confirms parenting time with all parents 24-hours prior to the scheduled visit. If a family is on “call to confirm” status and we cannot contact them, we proceed with canceling the parenting time visit and our cancellation team reaches out to the parent and caregiver to coordinate and reschedule the visit. CFSS does not cancel visits with parents who fail to confirm if they are not on “call to confirm” status.

CFSS Case Aides work to create trusting relationships with bio-parents and caregivers outside of the parenting time visits. These relationships aid in supporting all parties with what to expect during the parenting time visit. CFSS Case Aides debrief after parenting time visits to provide real-time feedback and utilize teachable moments to problem solve for future visits. CFSS approaches the work from a trauma informed lens which helps bio-parents and caregivers understand and possibly prepare for predictable behaviors before, during and after the visits occur. Effective, concise, and timely communication of behaviors, interactions and events is key to the relationship process.

CFSS Case Aides may terminate a visit if the Visitation Guidelines are not followed or if any behaviors or actions are deemed unsafe, inappropriate or potentially harmful to the safety and well-being of the child(ren). If the parenting time visit is terminated or otherwise interrupted, the ADCS Specialist is notified within 24-hours.

If a parent does not show up at the scheduled time and designated location for the parenting time visit, CFSS will attempt to contact the parent and will wait 15 minutes. If we have had no contact with the parent and 15 minutes has transpired, we will cancel the visit. If a parent no-shows for two (2) consecutive visits, CFSS notifies ADCS and seeks instruction on how to proceed.

As discussed in other sections, CFSS has implemented a specialty team that helps coordinate cancellations, make-up visits and overflow. This team is composed of an Assistant Case Aide Supervisor and Case Aide Lead. Cancellations and make-up visits are managed across multiple tracking tools to assure CFSS has a plan to reschedule the visit within seven (7) days. This team conducts most rescheduled and make-up visits to afford some degree of work / life balance for the assigned Case Aide. If a parent no-shows for a make-up visit, we do not schedule another make-up visit and notify ADCS. CFSS also regularly communicates with the ADCS Specialist to discuss increasing or decreasing parenting time if a parent is requesting more time or, conversely, if the parent is consistently not utilizing all the allotted time.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

CFSS Case Aides are routinely and consistently coordinating with any assigned Nurturing Parenting practitioners to keep them informed of scheduled visit times, locations and if there are any changes to the plans.

Finally, CFSS has consistently transported children who reside outside of the contracted counties when requested by ADCS. CFSS coordinates with all placements and caregivers on specific details related to transportation to and from the parenting time visits. CFSS is keenly aware and complies with all MVR requirements outlined in the Scope of Work as evidenced by our annual program reviews which consistently are exemplary. CFSS provides extensive training on child car seat installation, the correct size and fit of car seats based on the child’s age, development and weight. CFSS supplies all Case Aides with company purchased rear facing infant seats, forward facing toddler seats and small child booster seats. In addition to the fleet of company vehicles, upon hire, all CFSS Case Aide vehicles undergo a rigorous inspection to assure they are smoke-free, in good working condition, and minimally meet all the compliance requirements outlined in the Scope of Work.

CFSS has received numerous and frequent compliments from ADCS Specialists, placements, caregivers and other child serving agency staff for our communication and collaboration efforts. CFSS Case Aides frequently attend Child and Family Team meetings (CFT), Team Decision Making (TDM) and professional staffing meetings to communicate progress in Parenting Time visits or to strategize means to overcome presenting barriers. CFSS also routinely engages all levels of ADCS on contract concerns and issue resolution to assure the collective goals of the Parenting Time visit are satisfactorily met in the most efficient manner.

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.

Child & Family Support Services has enjoyed stability in our contractually identified Key Personnel and agency locations such that we have not had the need to notify the Department of any changes. Similarly, CFSS has not had any Vendor Performance Issues over the term of the prior contract. CFSS is extremely proactive in our communication with ADCS to head off any issues that, if not communicated, could lead to concern or confusion. These communications typically are managed by either Troy Bailey, or the CFSS Statewide Director- Tammy Guerra.

Contract concerns, strategic initiatives, and advocacy activities are typically communicated from Troy Bailey to ADCS Leadership including Alex Ong, Tasia Grzecka, Honey Bahre or the assigned ADCS Statewide Service Coordinator. These communications may occur via e-mail, telephone call or in any number of system meetings we are collectively participating in.

Tammy Guerra routinely engages Unit Supervisors, Program Managers and our assigned Statewide Coordinator for real-time resolution of any number of barriers to service delivery. This may range from transportation issues to service extension timelines, to clarification of Specialist requests that may be perceived as being outside the Scope of Work. However, where we believe CFSS and Tammy exceed expectation is in the timely communication of any perceived safety concerns. For issues of significant concern, Case Aide Supervisors start with the DCS Specialist to make sure they are informed while Tammy engages higher levels of ADCS authority to make sure multiple layers are aware of any issues or concerns and have the ability to weigh-in or direct actions and activities for resolution. This communication can range from safety concerns, to incident reporting, including self-reporting on CFSS service delivery concerns involving our assigned Case Aides. We believe this frequent, Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts transparent communication leads to trust and understanding that CFSS does value our partnership with ADCS and that we are aware of our contractual obligations.

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, include strategies to de-escalate challenging situations?

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

As identified extensively in section 2a of this attachment, CFSS utilizes a variety of internal trackers, managed across multiple departments, to provide checks and balances to assure we are meeting the required timelines and compliance requirements. But, when used in conjunction with supervision and other reports, these “tools” are effective means to ask questions which assure fidelity in service delivery and the development of good habits. For example, on a weekly basis, the executive leadership team compiles three (3) different productivity reports that compares scheduled parenting hours to kept hours. Within these reports we have data to be able to look at drive times and documentation-to see if there is opportunity for improvement or to engage a teammate that may be struggling. We are able to see trends in Parenting Time visit changes or cancellations so that we can ask questions to explore what barriers may be leading to the inconsistencies and make any necessary changes to better accommodate all individual needs. Of course, comparing scheduled versus kept visits and the hours of the visits not only is a way to look at individual case aide productivity and efficiency-it is also a way to verify the accuracy of other trackers that monitor Service Approval and visitation utilization.

CFSS utilizes a multitude of trackers within the programs. However, as part of a much larger agency, the CFSS Parenting Time program has access to administrative support far more robust that most smaller agencies would be able to sustain given the relative size of the program. CFSS does have a dedicated Quality Management team which provides a multitude of functions ranging from data entry into Guardian, completion of the required workbook submissions, internal qualitative reviews of the documentation, and participation in all site visits in conjunction with the program leadership. Specifically, they also monitor compliance with all signed visitation guidelines, parenting time summaries, and Service Approval and discharge summaries.

Throughout this proposal CFSS has discussed and provided examples of the various trackers and data collection tools we utilize. We have attempted to explain the value of these tools to manage not only agency compliance but also their role in practice fidelity and employee learning. The tools and processes we have developed come from years of experience and partnership with ADCS and other agencies in the delivery of Supervised Visitation services-irrespective of the contract name. This experience has been earned and should qualitatively matter for consideration of any contract award. Quality is a function of experience and longevity, developed through consistency and support. It is purposeful and not subject to the whims of the lowest bidder. CFSS has a proven history with ADCS and twenty-two (22) years as a licensed behavioral health outpatient clinic. The processes and monitoring are only as effective as the leadership using them. Our longevity is proof

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts that the systems we have in place are effective in assuring the outcomes of our contractors and needs of our children and families are being met.

The quality standards and measures CFSS uses, and intends to use, are a combination of the requirements outlined in the Scope of Work coupled with our thirteen (13) years of service delivery doing this work. Because the CFSS Parenting Time program is part of a larger state-wide agency with other behavioral health lines of business, it is afforded access to dedicated administrative support that other stand alone programs would not have. In no particular order this includes the following dedicated departments: Quality Management (12 FTE), Recruiting (4 FTE), Human Resources (4 FTE), Training (3 FTE), IT (4 FTE), Finance and Payroll (4 FTE), Administrative assistants/facility management (15 FTE), and a fleet of 40+ well maintained, newer, company vehicles.

The Scope of Work clearly defines the timelines, service delivery expectations, and deliverables. CFSS experience in Supervised Visitation service delivery has defined our best practice standards, as well as staff development and training activities. And the access to support departments across the larger overall agency with twenty-two (22) years of behavioral health experience creates a unique opportunity that a program of this size could never sustain in a smaller agency. Throughout this proposal we have provided links to samples of the tools we utilize in an attempt to convey the concrete actions we take in conducting the work outlined in the Scope of Work. As a legacy agency the advantage we have is to explain what we are currently doing, not what we would promise to do if awarded this contract. The following link will take you to a summary repository of all the various examples CFSS provided throughout the proposal. These examples have been uploaded as additional attachments as well. (Click here to see the appendix of attachments included throughout the proposal: https://bit.ly/3s4Fwg7)

CFSS utilizes a Learning Management System (LMS) we have created and maintained in conjunction with our Electronic Health Record. Similar to the Relias system used in most contracted Behavioral Health agencies, the LMS hosts training information, prompts employees of upcoming requirements, notifies leadership of overdue training requirements, and tracks completion of mandatory training. This system also is able to generate reports which CFSS is able to use with ADCS to comply with annual review requirements.

In addition to the LMS system, again as part of a larger agency, CFSS Parenting Time employees are supported by a dedicated Talent Development team (training). This team assists with new hire training including the required ADCS CORE training, agency overview, initial learning of documentation requirements, various administrative requirements, and agency on-boarding activities. Beyond new hire training and on-boarding, the training department hosts and conducts a variety of training every week to support the learning and continued development of the overall agency. These trainings focus on understanding the role of trauma in behaviors, childhood development, understanding autism spectrum disorder, effective communication, leadership, managing behaviors and what behaviors may be communicating, CFSS core values and beliefs, practice improvement, and self-care just to name a few.

CFSS Case Aides engage with parents to support them with understanding each of their children’s needs and select developmentally appropriate activities to support positive engagement during their parenting time to meet those needs. If a parent lacks resources or ideas, CFSS has art supplies, craft supplies, games, cards, books and other activities/equipment that can be provided. If a parent is struggling to engage during parenting time, the Case Aide will engage with the children and redirect back to the parent to invite them in to the activity. If the parent still struggles to engage, the CFSS Case Aide will encourage them and remind them of how important it is to create new positive memories with their children to help overcome past trauma.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

If a parent/child experiences challenging moments during parenting time, CFSS Case Aides encourage calm communication techniques such as remaining calm themselves, using active listening and empathy, helping the family to step back from the situation by offering space and time, participating in rhythmic activities like taking a walk, slowing things down, using deep breathing exercises, using creative redirection, and most importantly, helping them recognize that the moment will end. CFSS Case Aides have access to On-Call 24/7 for additional support. In addition, Case Aides will also offer their observations to help parents begin to recognize when the parent or child is starting to become dysregulated so they be prepared for predictable behaviors and practice positive parenting skills and de-escalation techniques during parenting time. CFSS Case Aides have access to CFSS Behavioral Health teams for support in understanding trauma behind behaviors, as well as Specialists in Autism Related Disorders. Collaboration between DCS and Behavioral Health teams is commonplace at CFSS and helps Case Aides view parents and children through a trauma focused lens, as well as support parents with understanding their children’s behaviors.

CFSS Case Aide’s undergo extensive training on use of car seats, Arizona Car Seat Laws and transportation safety (a minimum of 3 hours). Each family has a contact sheet that contains all the relevant information about transportation, including which car seat to use and which position the straps should be in, as well as where to place the children in the car to minimize fights among siblings. CFSS collaborates with placements for children to ensure they have the most updated information about changes to car seat needs. CFSS uses car seat races during team meetings by dividing into teams to see who can adjust a car seat for a specific age and size and install the car seat correctly in one of the company fleet vehicles. In addition, CFSS Case Aides complete an annual online learning module on car seats and transportation.

CFSS Case Aide Supervisors conduct car seat checks during the Case Aides first week of shadowing visits. This includes ensuring the Case Aide is aware how to safely install all levels of car seats, from forward facing infant seat, to toddler seats and booster. CFSS Administrative staff routinely clean the car seats and replace the cushions and straps when soiled. (CFSS was able to negotiate special pricing with a specific car seat vendor and exclusively utilizes their seats). If a car seat is ever involved in any sort of accident, the seat straps are cut and the car seat is replaced. CFSS also uses role play and group/individual supervisions to support Case Aide’s with strategies to address behaviors during transportation to ensure safety. If a child unbuckles their seatbelt during transportation, Case Aides safely move to the side of the road and take as much time as needed to help the child/children regulate and get safely buckled in to resume transportation. Case Aide’s also have access to On- Call support 24/7 for additional support. Some additional techniques Case Aide’s learn to help children remain engaged during transportation and minimize safety risks are using their favorite music, talking about what activity is planned for the visit, creating excitement around seeing their parents, and expressing interest in their day and activities they enjoy.

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

CFSS New Referral Tracker for Parenting Time

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Sample of CFSS Introductory Email to DCS for New Referrals

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

CFSS EAD Sample

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

CFSS SA Hours Tracker for Parenting Time Example

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Discharge Summary Tracker Example

End of Attachment 3-A