2-Method of Approach.pdf

Solicitation Instructions Part 2

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SECTION 2-D: Offer Forms, Attachment 3-A Page 40 of 57 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 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.

At the present time we have 17 staff that are doing supervised visits, and they will transition into doing parenting time. We have Supervised Visits Schedule that will transition into scheduling parenting time. Agency has a comprehensive training program to ensure contract requirement met. Also, the training will enhance the skills and knowledge of our staff, ensuring they are well-equipped for their roles. The goal has to maintain staff and continue to recruit additional staff by providing on-going workshops and seminars that will be organized to keep the team members parenting time practices. Additionally, the agency will encourage continuous professional development through online courses and certifications to maintain high staff capacity and adaptability.

In the last year we lost 3 employees that were replaced because our goals is to reduce turnover, by implementing employee engagement programs, offering competitive compensation packages, and providing opportunities for professional development employees conduct supervised visit in agency vehicles instead of their own vehicles.. Additionally, fostering a positive work environment and recognizing employee achievements can help improve job satisfaction and retention. Regularly seeking feedback from employees can also identify areas for improvement and address concerns before they lead to turnover.

Other ways we retain employees; we have established a pay merit-based system. Where will there be pay increases after 30 days, the next pay increase moment is 90 days and final after 1 year of consistent employment. We offer health/dental/vision after 90 days of working with our agency for over 32 hours or more. Agency maintains employee through promotion and reasonable raises. We have a salary ranger for Parenting Time of $18 to $20. Parenting Time will get a raise after 30 days of $1 and after 90 days be able to apply for benefits. And Yearly review till for salaried increases. Parenting Time Team Lead could be a option for Parenting time person to transition too. If will be based on time in job and experience. This Job title ranges $20 to $22 with pay increases after 30 days on the job and 90 days before benefits are offered. And yearly increases upon performance of the job.

Agency recruitment process to ensure on recruitment of employees, attend job fairs and other methods to recruit. We currently own Group Homes. We have experienced employees from the group look for opportunities to try or switch to Parenting Time. It affords them a more flexible schedule versus working a dedicated shift. Also are sources will be using word of mouth, Indeed, and attending Job fairs. Entity uses a variety of methods to attract candidates, including online job postings, social media outreach, and employee referral programs. They also attend job fairs and partner with educational institutions to connect with potential candidates. These strategies help Entity reach a diverse pool of talent and ensure they find the best fit https://procure.az.gov/bso/

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SECTION 2-D: Offer Forms, Attachment 3-A Page 41 of 57 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 for their team.

Offeror Response:

Click here to enter your response.

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:

Parenting Time Aides will have information pertaining to the visit, including all participating members and the location of the visits. The Parenting Time Aides process for documenting visits includes, but is not limited to, using the specific document provided by DCS, which will be electronically sent to the Agency Administrator. Parenting Aide will review DCS visitation guidelines with the parent(s) at the beginning of the visit and have the parent(s) sign it. Additionally, Parenting Time Aides will have parents sign a signature page confirming that the visit occurred at the end of the visit. Agency Administration will review the documents received via email. After all appropriate documents are completed, they will be uploaded to the Guardian. Documentation is archived securely for the appropriate amount of time. Following DCS guidelines ensures that visits are conducted in a safe and structured manner, providing a supportive environment for both parents and children. Adhering to these guidelines also helps maintain consistency across all supervised visits, ensuring that all parties involved have a clear understanding of their roles and responsibilities. Furthermore, compliance with DCS guidelines is crucial for legal and regulatory purposes, helping to protect the rights and well-being of the families served.

All cases are tracked and reviewed daily in Excel. Each day, an existing case is reviewed by the scheduler and administrator to determine if the parent visit takes place or not. If it does not take place, the DCS case manager is notified by email or phone about the weekly status of the new referral or existing case by the scheduler. Using Excel for case tracking offers several benefits, including the ability to easily organize and sort data, making it simple to monitor the progress of each case. Excel's built-in formulas and functions allow for efficient data analysis, helping identify trends or issues that may require attention. Additionally, Excel's customizable templates and charts provide a visual representation of case statuses, facilitating clear communication among team members.

Managing a new referral requires reaching out within 24 hours to the parent, placement, and DCS Case Manager.

Attempt to schedule the visit within 3 to 5 days of receiving the referral. We will partner with the DCS case manager, DCS Case Manager supervisor, and Program Director to ensure we have extensively tried to get the visit set up.

To ensure accurate and timely communication and collaboration, we send weekly updates on any issues or concerns that arise with new or existing referrals to the DCS case manager.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 42 of 57 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

All About Kids staff provides supervised visitation services to support DCS. Staff is trained in becoming a mandate reporter, providing training on parenting time, transportation and documentation. Addition training includes filling out incident reports If they were to occur. A training from Phoenix Children’s hospital in proper car seat training. Staff are trained in safely transporting client to and from visit with parents. Staff members are trained in ensuring all contact occurring during the visit between child and parent is within staff hearing and sight at all times. Staff members are trained in observing, monitoring and assessing the client parenting skills and provide intervention and coaching as needed. Staff members are trained in assisting and help client cope with their feelings in order to assist them on the visit. Staff members are trained to enter documentation into DCS Guardian.

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:

Administrative staff will notify the state as soon as personnel and facility changes occur. We will update the personnel files and report the changes to the respective client and case manager affected. We have a dedicated administrative staff that monitors personnel records monthly to ensure that we are staying in compliance with the requested items. We have generated a monthly audit that checks driver’s license, drug testing, fingerprint clearance card, CPR/First Aid, training items. We have records that track Vendor Performance issues and will address them with the affected parties immediately. We have weekly staff meetings with all teams to maintain continuity if a vendor performance arises and ensure a timely response to the issue. We will address further clarification during our bi-monthly meetings with staff members to make sure the issue is resolved holistically. Additionally, we will conduct quarterly reviews to ensure all standards are met and to implement any necessary improvements. This proactive approach will help maintain high standards and ensure smooth operations.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 43 of 57 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

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.

Offeror Response:

• When our agency we receive the referral, our schedulers review it. Verify in Guardian if there are any restrictions on location and people who can attend. Coordinate a visit with the placement and parents.

Schedulers discuss what day and time work as well as the location of the visit. They discuss with placement any dietary restrictions. Scheduling information is documented and uploaded so that Parent Time Aides are equipped with the information on their visit. Schedulers monitor the visit to make sure parents and staff members arrive at the visit on time. This process ensures that all necessary information is gathered and documented for the visit, and that the visit is conducted smoothly and efficiently. It also helps to ensure that the parents and staff members are aware of any dietary restrictions or other important details that may impact the visit. Parenting Time Supervisors will continuously monitor notes and visits through one-to-one meetings and monthly staff meetings. Parenting Time Supervisors will constantly monitor notes to ensure accuracy and detail. They will provide feedback and guidance to staff members to maintain a high standard of care and support during visits. Regular evaluations and training sessions are conducted to ensure that all team members are equipped to handle any challenges that may arise. Parenting Time Supervisors will also provide feedback and guidance to staff to improve their note-taking skills and make sure that all necessary information is recorded. This will help us to maintain high standards of documentation and make sure that all visits are accurately recorded. In contract matters, we contact case workers and ensure notes are completed. Our agency provides comprehensive training programs on quality assurance and service delivery best practices. This includes regular workshops and seminars to keep team members updated on industry standards and effective service design strategies. Additionally, staff are required to complete ongoing professional development courses to ensure they are equipped with the latest skills and knowledge needed to maintain high-quality service across all referrals. We utilize a robust system of performance metrics and client feedback to continuously assess our service delivery effectiveness. Regular audits and reviews are conducted to ensure adherence to established standards, and we encourage open communication among staff to identify areas for improvement. Additionally, staff training sessions are held frequently to keep everyone updated on best practices and any changes in service updated on best practices and any changes in service protocols.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 44 of 57 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

• Upon hire, there is an orientation to review the dos and don’ts of visits which include how to set up for a successful visit which is not limited to the discussion regarding maintaining time management, grammatically correction errors in documentation, and ensuring you are the eyes and ears of the DCS. Parenting Time Supervisor tracks all staff in Excel to ensure compliance. Ensure that employees receive fifteen (15) hours of training within thirty (30) days of hire and every year. All training is recorded in Excel. Upon hire, there is an orientation to discuss the dos and don’ts of visits, which include how to set up for a successful visit. We continue to provide reviews of the documentation by having monthly one-on-one with staff. We review each component of a visit regarding proper pickup, engagement with placement and parents, and try to identify any roadblocks associated with their continued success as a parenting aide. To ensure time management mastery, we work closely with the new case aide daily until the case aide shows assertiveness to handle the task of arrival on time. We have also instituted shadowing existing case aides up to a week to ensure understanding of the processes to have successful visits.

• Agency goal is to foster a strong bond between the parents, children, caseworkers and placements. We help parents cope with their feelings. We work on providing a safe environment to build positive memories. Our staff members are trained to observe without judgement or biases. Our staff members are trained to actively listen, have empathy, practice clear communication and build thrusting relationships through consistent respectful interactions and by empowering parents to actively participate in parenting time. Staff members are trained in Crisis Prevention and Intervention. Staff members can de-escalate challenging situations. By working with others to stay calm. Take deep breaths and try to stay centered, aware, but, above all, calm. By remaining calm, we can help de-escalate challenging situations and influence nonverbally what others perceive and how they will react. Parent Time staff know how to use their body as a medium for expressing calm. They are trained to lower their tone of voice, use palm-up gestures, relax their shoulders, angle their body slightly, create spatial distance, relax their face, and even try smiling, if appropriate; use your eyes to communicate that you don’t want to antagonize. When the person is speaking, our staff will listen carefully to what they say, the words that they use, what they repeat, but especially what they say first. Words have meaning, and the primacy of words even more. No matter how illogical or emotional, our staff listen and acknowledge that you are receiving their message. In listening, we begin the important process of validation. If the situation is escalating and emotions are running high, our staff is trained in asking the parents to consider taking a break. There is nothing wrong with saying: “I need to step out. I will be back, but I need to think about what has been said.” Let the other party know you want to engage, but you are human also and may need to consider what has transpired thus far. This can help both parties to calm down and approach the situation more rationally. Our staff is trained to give positive feedback to the individuals who begin to de-escalate by relaxing even further, by further validation, by thanking them for considering solutions you may have proposed, by showing greater comfort around them. Our staff takes a desire and commitment to make things better. With some of the tips here and where possible some practice, it can be achieved with a little patience. Agency staff are trained to remain calm and empathetic as you seek to resolve the situation in a constructive manner

• We implement a comprehensive risk assessment process to identify potential hazards and develop strategies to mitigate them. This includes regular vehicle maintenance checks, driver training programs, and the use of advanced safety technologies such as GPS tracking and collision avoidance systems. Additionally, we conduct routine audits and inspections to ensure compliance with safety regulations and to proactively address any emerging risks. Our vehicle vetting process begins with a thorough inspection of each vehicle's mechanical

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SECTION 2-D: Offer Forms, Attachment 3-A Page 45 of 57 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 and safety features, ensuring they meet all regulatory standards. We also conduct background checks on the vehicle's maintenance history and perform regular audits to ensure ongoing compliance. Additionally, we use state-of-the-art technology to monitor vehicle performance in real-time, allowing us to address any issues promptly. We will pull staff’s driving record bi-annually to ensure no changes have occurred.

End of Attachment 3-A

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