2-CHC Offerors Experience and Capacity.pdf

Solicitation Instructions Part 2

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SECTION 2-D: Offer Forms, Attachment 2-B Page 31 of 55 2 o n l i n e a t : A P P . A Z . g o v

Offer Forms

Request for Proposal Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Attachment 2-B Offeror’s Experience and Capacity

The Offeror is cautioned that it is the Offeror's sole responsibility to submit information related to the evaluation categories and that the State of Arizona is under no obligation to solicit such information if it is not included with the Offeror's proposal. Failure of the Offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal. It is strongly discouraged for you to copy the Scope of Work in lieu of providing unique responses below.

OFFER MAY BE DETERMINED AS NON-RESPONSIVE IF ALL QUESTIONS ARE NOT ANSWERED FULLY.

Question 1: Describe the Entity’s experience providing parenting time services, including the number of years of experience, history and capability.

Offeror Response:

Entity’s Experience Providing Parenting Time Services

Cornerstone Health care Inc. has been a trusted provider of Parenting Time Services for the Arizona Department of Child Safety (ADCS) since 2014, bringing over a decade of expertise in supervised visitation and family reunification efforts.

As a woman-owned small business with 25+ years of healthcare and social services experience, we have played a vital role in supporting vulnerable children and families through structured, safe, and effective visitation services. We are licensed by Arizona DHS as a Home Health Agency.

Growth & Impact

Years of Experience: 10+ years in SVO/ Parenting Time Services with ADCS.

Total Referrals Handled: 1,769 referrals to date.

Total Supervised Visits Conducted: 27,689+ visits successfully completed.

Staffing Strength: 43 active case aides, with ongoing recruitment efforts to increase capacity.

Capacity Expansion: Increased staffing and infrastructure to accommodate a growing caseload while maintaining high-quality service delivery

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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

Our Capability & Approach

1. Dedicated Workforce & Recruitment Strategy

Currently 43 active Case aides, with ongoing recruitment to expand service coverage.

Active hiring pipeline through strategic recruitment efforts, ensuring that we maintain a strong, well-trained team to meet rising demand.

Staff are trained in child development, cultural competence, and mandated reporting, ensuring safe and high-quality supervised visitation and trauma-informed care,

2. Proven Track Record of Compliance & Quality

Zero disciplinary or administrative actions from ADCS.

Successfully helped reduce ADCS’s supervised visitation backlog from 1,700+ cases to zero through efficient service delivery and strong interagency collaboration in 2014/2015.

High client satisfaction ratings, based on feedback from ADCS specialists, caregivers, and families served.

3. Technological Innovations for Service Efficiency

Knack Case Management System: Tracks referrals, case progression, and service compliance in real time.

Guardian Platform Integration: Ensures seamless documentation, reporting, and case coordination with

ADCS.

New Automated Text Reminder System: Reduces no-show rates by sending visit confirmations and reminders to parents.

4. Comprehensive Training & Quality Assurance

Pre-hire & ongoing training programs ensure staff competency.

Supervisory oversight and case reviews guarantee adherence to contract guidelines.

Real-time service monitoring through staff evaluations, client surveys, and direct feedback mechanisms.

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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

With a decade of proven experience, a growing service footprint, and cutting-edge technology, Cornerstone Healthcare Inc. continues to set the standard for Parenting Time Services in Arizona, ensuring safe, structured, and meaningful parent-child visits.

Question 2: Provide a detailed plan of how your agency will be ready to serve cases on the go-live date, after award. The response shall at a minimum describe and provide a response for each of the following bullet points listed below:

Provide the anticipated number of referrals your agency expects to have the capacity to serve on the first day of contract implementation.

Offeror Response:

1. Anticipated Number of Referrals on the First Day of Contract Implementation

On the first day of the contract, Cornerstone Healthcare Inc. is prepared to serve up to 135 referrals immediately, based on our current staffing capacity and operational readiness.

Current staffing: 43 active case aides with ongoing recruitment to increase capacity.

Case handling capacity per aide: 4–5 families at a time, ensuring manageable caseloads.

Immediate case assignments: Pre-trained and ready staff will be assigned cases immediately upon receiving referrals.

Service areas covered: Full coverage across Maricopa County and surrounding regions to meet ADCS referral needs.

Does your agency anticipate an increase in capacity throughout the contract term? If yes, describe your plan for scaling up, including timelines, staffing, and resource allocation.

2. Capacity Growth Plan Over the Contract Term

Yes, Cornerstone Healthcare Inc. anticipates an increase in capacity throughout the contract term to accommodate growing demand. Our scaling strategy includes:

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SECTION 2-D: Offer Forms, Attachment 2-B Page 34 of 55 2

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

Short-Term Expansion (First 3–6 Months)

Increase staffing by 15–20%, hiring and onboarding 10–15 additional case aides.

Enhance recruitment strategies through Indeed, social media platforms, and local job fairs.

Speed up onboarding using STATAcademy, our digital hiring and training platform, to reduce hiring delays.

Adjust case assignments dynamically based on demand and client needs.

Long-Term Expansion (6–24 Months)

Expand workforce by 45%, bringing the total staffing capacity to 60+ case aides.

Open a new Parenting Time Visitation Center in Phoenix, offering a secure, family-friendly supervised visitation space.

Implement enhanced scheduling to optimize case assignments and reduce inefficiencies.

Continuing technological upgrades, integrating automation tools for reporting and compliance tracking.

This structured growth plan will allow us to efficiently scale while maintaining quality and compliance.

Describe how your agency tracks and manages service capacity and the progression of referrals (cases) in real-time. What tools, systems, or processes do you use to ensure timely scheduling and service delivery?

3. Real-Time Service Capacity Management & Case Tracking

Cornerstone Healthcare Inc. employs advanced case management systems and operational protocols to track and manage service capacity in real time.

Tools & Systems Used:

1. Knack Case Management System- An App created since 2014 and frequently updated.

o Monitors staff availability, referral progress, and visit scheduling in real time.

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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 o Ensures compliance with contract timelines and reporting requirements.

2. ADCS Guardian System Integration o Tracks referrals and case documentation securely and efficiently.

o Provides real-time updates on case progress, ensuring seamless coordination with ADCS case specialists.

3. Automated Text Reminder System o Send visit reminders to parents and caregivers, reducing no-show rates.

o Allows quick rescheduling to optimize staff utilization.

4. Weekly & Monthly Capacity Reviews o Supervisors conduct weekly audits to evaluate staff workload and case progress.

o Monthly reports track capacity trends and identify areas for efficiency improvements.

5. Escalation Protocol for High-Priority Cases o If a referral requires urgent attention, our supervisors escalate it for immediate scheduling.

o We have on-call staff available to cover emergency cases, ensuring no delays in service delivery.

Cornerstone Healthcare Inc. is ready to seamlessly transition into service on the contract go-live date with:

Immediate capacity for 135 referrals A structured plan to increase capacity by 45% over 24 months Advanced case tracking and scheduling systems to ensure timely service delivery Technology-driven solutions to minimize no-shows and improve efficiency

This comprehensive readiness plan guarantees that Cornerstone Healthcare Inc. will exceed ADCS expectations, providing safe, timely, and effective Parenting Time Services from day one.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Question 3: Provide examples of challenges your agency has encountered in parenting time services and how you addressed them. Include challenges with maintaining contract capacity, if applicable.

Offeror Response:

Challenges Encountered & Solutions

1. High No-Show Rates for Visits

Implemented a Text Reminder System – Parents receive automated visit reminders, reducing missed appointments nights before visits, Direct Follow-Ups – Case aides call or text parents if they don’t confirm visits.

Flexible Rescheduling – Adjustments are made, when possible, to ensure visits occur.

➞➟➠➡ Impact: No-show rates decreased by 35%, improving service efficiency.

2. Coordinating Visits to Rural Areas

Hired more flexible Providers – Ensuring parents can attend scheduled visits.

Strategic Case Aide Assignments – Assigning staff closer to rural areas to minimize travel issues.

Virtual Visit Options (if approved by ADCS) – For families facing access challenges.

➞➟➠➡ Impact: 40% fewer travel-related cancellations.

3. Maintaining Contract Capacity During Staff Turnover

Ongoing Recruitment – Constant hiring through Indeed, job fairs, and referrals.

Faster Onboarding with STATAcademy – New hires complete training before starting cases.

Retention Incentives – Performance bonuses and career growth opportunities.

➙➚➛➜ Impact: 95%+ contract capacity maintained despite industry-wide staffing shortages.

Conclusion

By leveraging technology, strategic hiring, and process improvements, Cornerstone Healthcare Inc. has successfully overcome operational challenges while maintaining high-quality service delivery.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Question 4: Describe your agency's experience in partnering with Child Welfare entities and/or other related fields, including examples that required collaboration and coordination.

Offeror Response:

Experience in Partnering with Child Welfare Entities & Related Fields

Cornerstone Healthcare Inc. has a strong track record of partnering with ADCS since 2014 and with DDD since 2011, behavioral health agencies, and child welfare organizations to ensure high-quality Parenting Time Services and support for vulnerable families. Our collaborative approach allows us to coordinate effectively, enhance service delivery, and improve family outcomes.

Key Partnerships & Collaborative Efforts

1. Arizona Department of Child Safety (ADCS) – SVO / Parenting Time Services

10+ years of partnership with ADCS to provide supervised visitation and family reunification services.

Recognized as one of the top agencies, DCS assigns medically fragile children due to our Home Health Agency license and expertise in medically complex cases.

Coordinated directly with ADCS case specialists and supervisors to address case concerns, scheduling conflicts, and service enhancements.

Integrated with ADCS Guardian System for real-time case tracking and compliance.

Result: Successfully reduced ADCS’s SVO backlog from 1,700+ to zero during 2014-2015, ensuring timely service for families and providing specialized care for medically fragile children.

2. Supporting Special Needs Families that are under ADCS and DDD.

14+ years of experience working with DDD to provide services to families with children who have developmental disabilities.

Collaboration with behavioral health and therapy providers to ensure children receive proper care during visitations.

Trained case aides in specialized care for children with autism, sensory needs, and behavioral challenges.

Result: Ensured safe, structured visits for families with medically fragile and special needs children, leveraging our licensed home health expertise.

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SECTION 2-D: Offer Forms, Attachment 2-B Page 38 of 55 2 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

3. Nurturing Parenting Program (NPP) – Coordinated Parenting Support

Coordinated with NPP practitioners to align supervised visitation with parenting skills training.

Shared visit schedules and observation reports to support NPP-required parent-child interactions.

Escalated concerns to ADCS for immediate intervention when necessary.

Result: Improved parent engagement and reunification success rates by ensuring consistency between Parenting Time visits and NPP sessions.

4. Arizona for Children Visitation Centers – Safe & Neutral Visit Spaces

Collaborate with Arizona for Children centers to provide secure, family-friendly locations for supervised visits.

Case aides trained to follow center protocols and ensure a positive parent-child experience.

Result: Improved access to safe, structured visitation environments, particularly for high-risk cases.

5. Transportation companies – Ensuring Visit Accessibility

Coordinated promptly with transportation services arranged by DCS for parents to ensure parents without personal transportation can attend visits.

Case aides coordinate pick-up and drop-off logistics with providers and ADCS staff.

Result:40% reduction in visit cancellations due to transportation barriers.

Cornerstone Healthcare Inc. is a trusted, top-tier provider of Parenting Time Services with specialized expertise in medically fragile children, strong collaborations across child welfare entities, and a licensed home health agency background that enhances our ability to serve diverse, high-needs families. Our proactive coordination, cross-agency partnerships, and technology-driven service delivery ensure that families receive high-quality, structured, and accessible Parenting Time Services.

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