2-PTS 20250323 Method of Approach Dawn Reviewed.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 5-A Confidential Information Designation

All materials submitted as part of a response to a solicitation are subject to Arizona public records law and will be disclosed if there is an appropriate public records request at the time of or after the award of the contract.

Recognizing there may be materials included in a solicitation response that are proprietary or a trade secret, a process is set out in A.A.C. R2-7-103 (copy attached) that will allow qualifying materials to be designated as confidential and excluded from disclosure. For purposes of this process the definition of “trade secret” will be the same as that set out in A.A.C. R2-7-101(52).

Complete this form return it with your Offer along with the appropriate supporting information to assist State in making its determination as to whether any of the materials submitted as part of your Offer should be designated confidential because the material is proprietary or a trade secret and therefore not subject to disclosure.

STATE WILL NOT CONSIDER ANY MATERIAL IN YOUR OFFER “CONFIDENTIAL” UNLESS DESIGNATED ON

THIS FORM.

Check one of the following – if neither is checked, State will assume that as equivalent to “DOES

NOT”:

□ This response DOES NOT contain proprietary or trade secret information. I understand that my entire response will become public record in accordance with A.A.C. R2-7-C317.

x This response DOES contain trade secret information because it contains information that:

1. Is a formula, pattern, compilation, program, device, method, technique or process, AND

2. Derives independent economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain economic value from its disclosure or use; AND

3. Is the subject of efforts by myself or my organization that are reasonable under the circumstances to maintain its secrecy.

NOTE: Failure to attach an explanation may result in a determination that the information does not meet the statutory trade secret definition. All information that does not meet the definition of trade secret as defined by A.A.C. R2-7-101(52) will become public in accordance with A.A.C. R2-7-C317. State may make its own determination on materials in accordance with A.A.C. R2-7-103.

If State agrees with Offeror’s designation of trade secret or confidentiality and the determination is challenged, the undersigned hereby agrees to cooperate and support the defense of the determination with all interested parties, including legal counsel or other necessary assistance.

By submitting this response, Offeror agrees that the entire Offer, including confidential, trade secret and proprietary information may be shared with an evaluation committee and technical advisors during the evaluation process. Offeror agrees to indemnify and hold State, its agents and employees, harmless from any claims or https://procure.az.gov/bso/

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 of information based upon reliance on the above representations, including the payment of all costs and attorney fees incurred by State in defending such an action.

VOYAGER INDUSTRIES LLC

Offeror Company Name Signature of Authorized Person

8433 N BLACK

CANYON HWY

#180

Joshua Bearden

Address Printed Name

PHOENIX AZ,

85021

OWNER

City State Zip Title

Copy of A.A.C. R2-7-103 [Confidential Information] as was current at time of Solicitation issuance

PROVIDED FOR REFERENCE ONLY

A. If a person wants to assert that a person's offer, specification, or protest contains a trade secret or other proprietary information, a person shall include with the submission a statement supporting this assertion. A person shall clearly designate any trade secret and other proprietary information, using the term "confidential". Contract terms and conditions, pricing, and information generally available to the public are not considered confidential information under this Section.

B. Until a final determination is made under subsection (C), an agency chief procurement officer shall not disclose information designated as confidential under subsection (A) except to those individuals deemed by an agency chief procurement officer to have a legitimate state interest.

C. Upon receipt of a submission, an agency chief procurement officer shall make one of the following written determinations:

1. The designated information is confidential and the agency chief procurement officer shall not disclose the information except to those individuals deemed by the agency chief procurement officer to have a legitimate state interest;

2. The designated information is not confidential; or

3. Additional information is required before a final confidentiality determination can be made.

D. If an agency chief procurement officer determines that information submitted is not confidential, a person who made the submission shall be notified in writing. The notice shall include a time period for requesting a review of the determination by the state procurement administrator.

E. An agency chief procurement officer may release information designated as confidential under subsection (A) if:

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

1. A request for review is not received by the state procurement administrator within the time period specified in the notice; or

2. The state procurement administrator, after review, makes a written determination that the designated

3.

4. information is not confidential.

End of Attachment 5-A

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

Confidential

This document contains proprietary information and trade secrets which Voyager Industries LLC holds to be privileged.

This document contains sensitive information pertaining to process, procedures, and industry secrets which if leaked may provide an unfair advantage to competitive agencies.

This document contains personal contact information of individuals which do not give permission to have this information disclosed to the public.

Disclosure of any portion of this document is a violation of privacy laws within the United States of America.

This message and any accompanying documents contain information belonging to the sender which may be confidential and/or privileged.

This information is only for the use of the individual or entity to which it was intended.

THIS DOCUMENT AND INFORMATION CONTAINED WITHIN IS

INTENDED ONLY FOR THE CONSIDERATION AND EVALUATION

OF VOYAGER INDUSTRIES LLC.

REGARDING BPM006769

(PARENTING TIME SERVICES)

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

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:

Over the last 8 years of Voyagers 9+ years of Servicing ADCS SVO/Parenting Time Services (PTS), Voyager has maintained a year over year employee retention of more than 80%.

Voyager primarily recruits individuals that are middle aged, or retirement aged and seeking to spend time in a beneficial capacity in the community where they reside. Voyager targets and maintains part-time staff who desire a low workload. This strategy fosters high quality work instead of high-volume work. Voyager only commits itself to a contracted capacity that is statistically shown to be easily maintained, and which management evaluates as capable of being reached. The recruitment strategies described below have proven to be highly effective for Voyager over the last 9+ years.

Voyager is intentional about conservatively estimating and thus obligating itself when it comes to capacity of cases. In addition to taking a conservative approach to capacity, Voyagers does train its administrative staff, management staff, and owners to service the needs of those involved in the SVO or Parenting Time programs. This additional capacity/manpower can be, and hasn been utilized in time of high demand to augment capacity in relationship to SVO/Parenting Time.

Voyagers’ history shows that Voyager can, in the short-term, boost production by more than 20% using this method. This is usually utilized during spikes in demand, seasons of unusually high illness or leave. This method has never failed to sustain capacity until new employees can be hired or staff can be returned to duty (i.e. illness/pandemic).

Voyager has also offered, and will continue, to offer significant financial incentives to those with the ability to recruit new employees.

Voyager is a pay-for-performance company. Compensation is tied to quality of work, volume of work, and substantial incentives are implemented during times of need.

Voyager has reliably performed above 120% of contracted capacity for the last 9 years.

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

One of Voyagers proprietary software’s (V.I.C.T.O.R.) strengths is a statistical analysis report concerning staffing and capacity trends. This report is run automatically daily and reviewed by the Program Manager. Voyager has been able to fine-tune this feature, and it has guided Voyager to maintain a minimum functional capacity of more than 120% of contracted capacity. Looming trends in capability and market demand are forecasted effectively. Voyager adjusts its employee base accordingly.

Voyager maintains performance statistics on each employee, including key personnel. These are used to calculate compensation including pay increases and bonuses. These statistics/data closely relate to the performance factors of this contract and reflect responsiveness to the requirements of this contract. Therefore, in the event an employee falls below

Voyager's standards, counselling and additional training are considered. Personnel records updated to track actions taken along with prescribed precise corrective action. Dismissal may be considered if correction is not immediate. Voyager's high standards for Key Personnel have resulted in dedicated and unusually competent employees.

Every region that Voyager operates in has a dedicated and unique recruitment strategy developed over the last 9 years.

Voyager has been servicing the ADCS SVO/Parenting Time program, and each region is tailored to meet the needs of that region. In general, all regions dedicate a variable amount of time to in-person public outreach for hiring. In all regions Team

Captains (Supervisors) recruit staff by visiting schools, job fairs, churches, mosques, community events, community organizations, and actively pursue schoolteachers. In addition to this, Voyager keeps a visible presence on job boards and electronic media. Captains are responsible for employee acquisition and specialize in their geographic area. Resources are allotted to regions when Captains articulate the need.

Regarding turnover of key personnel, the General Manager of Voyager and the Program Manager are fully cross trained to perform each other’s position, in the event one becomes incapable or unwilling to perform their duties the other will be able to step in and maintain status quo. Additionally, the owners of Voyager are trained to fulfill the duties of both General

Manager and Program Manager and capable of stepping in to assist in the event of an exited “Key Personnel”. Also, all team captains (5) are trained to some degree in the duties of the General Manager and Program Manager. Each of the team captains practices these skills for one week per year (performing these duties) while being closely supervised and observed by the General Manager or Program Manager, and owner. Voyager believes in promoting from within, this is the most effective tool Voyager has found to identify those replacements in time of exigent circumstances.

Voyager will maintain the steps listed previously and will continue to recruit/hire new employees in an effort to expand capacity which will serve to mitigate any loss in capacity.

a) Voyagers turnover rate in the last year was <20%.

b) In all regions Team Captains (Supervisors) recruit staff by visiting schools, job fairs, churches, mosques, community events, community organizations, and actively pursue schoolteachers. In addition to this, Voyager keeps a visible presence on job boards and electronic media.

New employees report to Voyager that the pre-interview and onboarding process takes two weeks. Voyagers’ onboarding process is designed to be completed in two normal work weeks. An applicant’s path to interview is self-directed and

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 therefore not considered in this calculation. A person must fulfill a series of tasks gates that unlock the opportunity of working at Voyager. For this reason, administrative staff are not knowledgeable about and are not allowed to investigate applicants until all pertinent information has been presented to Voyager. Only at this point do hiring supervisors gain access to review a potential new hire. This process minimizes the attention drain of supervisors. The total process averages <3 weeks.

Voyager has maintained a waitlist of hopeful applicants at all times in the previous 7 years of business.

Voyager is concerned that any slowdown in ADCS processing of “Direct Service Position Background Check

Verification/Status Report” will extend this.

Steps in hiring process after recruitment advertisement and solicitation i.e. visiting schools, job fairs, churches, mosques, community events, community organizations, and actively pursue schoolteachers.

Steps listed below:

1) Potential hire contacts Voyager regarding Position.

2) Voyager recruitment specialist emails a list of documents for applicant to deliver to Voyager. Interview is set up.

3) Interview takes place, documents are collected.

4) Favorable candidates are assigned a start date for onboarding and training to begin.

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:

Voyager presently services ADCS SVO/Parenting Time contract utilizing 47 active Case Aides (CA) 5 Team Captains/TC

(Supervisors), and 4 upper-level operational management personnel, as well as Subject Matter Experts (SME's) assigned to train staff. Voyager maintains 4 brick and mortar offices with training facilities throughout the state (Phoenix, Tucson, Bullhead, Yuma). These facilities are primarily used to conduct SVO/Parenting Time Program visitation, train and uptrain staff in the changes required to service ADCS SVO/Parenting Time contract.

While adhering to practices, policies, and procedures described in RFP BPM006769 Voyager's processes are designed to complement ADCS and provide fluid exchange of information and efficiencies. Voyager primarily communicates through secure email and phone conversation. While traditional means of communication will undoubtedly be relied on, Voyager

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 intends to innovate processes and procedures through embracing newer technology and finding efficiencies through the refining of process/procedure.

Voyager's process, in general, is as such:

Voyager maintains a central email, phone and fax number dedicated to receiving new referrals, and extensions to old referrals. When a new referral or extension is received, Voyager's administrative staff record the case information into

Voyager proprietary software and databases (V.I.C.TO.R.). These staff are trained to examine referrals for anomalies or errors, significant concerns, and missing information. Within two hours, the referral information is entered into Voyager's database, initial contact phone calls, text, and general contact letters are mailed to the participants in each case, requesting a call back to the Voyagers main headquarters. Within four hours of receiving a case it will be delivered to a regional Team

Captain (Supervisor), who receives the case and thoroughly analyzes it for content and determines which crew member is most appropriate. Supervisors make subsequent attempts, within 24 hours, to contact/notify participants and ADCS Case

Specialist via phone and secure email, each attempt or contact is recorded in a communication log maintained by Voyager.

The communication log is automatically included in the Summary of Parenting Time (Exabit B) BPM006769. Voyager will begin entering all communication attempts and successes in the Summery of Parenting Time (Exhibit #B).

Voyagers process is designed so that whoever (administrative staff, supervisory staff, Case Aide) is first able to make contact with the parent/client will explain the service and conduct the conversation described in RFP BPM006769. At all points the attempted or successful information is recorded into the Case Communication Log and automatically into the Summery of

Parenting Time (Exhibit B).

Supervisors (Captains) assign referrals to the Voyager Case Specialist within 12 hours after receiving referrals. That specialist attempts contact with participants and ADCS Specialist, again through secure email and phone. Each attempt/communication is documented in the case communication log maintained by Voyager. Upon award of BPM006769

Voyager will begin entering all communication attempts and successes in the Summery of Parenting Time (Exhibit #B).

If communication attempts with the parent are not successful within the first 24 hours, Voyager will hand deliver a contact request letter to the address listed in the referral and record the delivery in the Case Communication log and Summery of

Parenting Time (Exhibit #B).

Case Aides are responsible for maintaining timelines as described in RFP BPM006769 as well as conducting all matters involved throughout the individualized programs until the referral’s conclusion. Case Aides receive specific training regarding timelines of BPM006769. Voyagers' proprietary software V.I.C.T.O.R. is comprised of automated reminders, alarms, timelines, notifications, and alerts which ensure timely administration and delivery of service. If a timeline is in jeopardy or violated, supervisors are alerted immediately, as well as the company manager. If the situation is not readily resolved the issue is automatically escalated to the owner.

Beginning the week a referral is received by Voyager it is reviewed by the assigned Captain with his/her report as is a standing operating procedure. All cases are staffed between Captain and Case Aide weekly for progress, problems, and advice.

30 Days prior to a referral expiration date, Voyager’s Data Management system V.I.C.T.O.R. will automatically send notification to the ADCS specialist, Voyager’s team Captain, and all appropriate Voyager administrative staff. Record of this communication is automatically entered in the Case Communication Log and Summery of Parenting Time (Exhibit #B).

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 previous, describes Voyager's General Procedure/Process used to manage referrals and deliver services to ADCS and the families served. Below is a more detailed account of the process and procedure.

Following each section possible barriers to service are listed; along with Voyagers proposed solutions to those barriers.

Voyager does not assert that these are a comprehensive list of barriers but does propose solutions to demonstrate Voyagers process in handling barriers.

All information, attempted communication, and communication concerning the case is recorded in Voyager’s Case

Communications log. Subsequent to award of the Parenting Time contract Voyager will also record this information in the

Summery of Parenting Time (Exhibit #B). This will occur through V.I.C.T.O.R. so that it is automated and complies with all requirements articulated in RFP BPM006769.

Procedure/Process

Voyager has defined processes designed to ensure that the method and manner satisfy the contract requirements without loss of time, data, or accuracy. These processes take each referral from acceptance to closure. The following paragraphs demonstrate coverages for all procedures which are included.

Request Cases

After consultation with Team captains and scrutinizing capacity data from V.I.C.T.O.R. Administrative Lead communicates requests for new referrals to ADCS based on open/projected capacity via secure email on the stipulated day (Email request to the referrals unit).

Capacity+ Known openings+ New Hire availability+ Pending Closures – active referrals= Requested cases.

Possible problems and solutions-

• Electronic communications may be inoperable due to catastrophic events, pandemic, weather, or emergency. This may hinder the swift or efficient administration and delivery of services to children and families involved in the

ADCS dependency process.

• Program Managers maintain secure records that can be used to ascertain the needs of the company utilizing phones, cell phones, mail, fax, email etc. When needed alternate personnel can relay the information outside the affected area.

• Program Manager may be incapacitated. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

• Voyager maintains multiple individuals at the Program Manager level. These individuals serve as substitutes for each other and are cross trained to perform the others’ functions. Furthermore, in such events, where needed, the owners of Voyager are similarly trained and will serve in this capacity.

Receiving Cases

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

Voyager accepts and receives all referrals for services upon receipt of a written referral packet. Voyager maintains the ability to receive referrals via e-fax, email, or other means as designated by ADCS, Voyager has previously and stands ready to pick up referrals from ADCS in person.

Voyager administrative staff monitors and maintains all avenues for referral receipt 24/7/365.

Within two hours of receipt of a referral, administrative staff will review new referrals for accurate and complete data.

Administrative staff will enter case facts into electronic files. Administrative staff also make initial contact calls to the client and document these efforts and results into contact log/ Summery of Parenting Time (Exhibit #B). Administrative staff acknowledges receipt of referral to appropriate parties (ADCS). Also, communicate through email and phone with assigned

ADCS representative in effort to fill in missing or contradictory information. Administrative staff document all communication efforts, successes and failures, and record them in the Case Communications log/ Summery of Parenting

Time (Exhibit #B).

Administrative staff alert the Program Manager that the updated referral is available for review. Administrative staff will update the Program Manager of anomalies yet to be resolved. Administrative staff will also print and mail contact letters to all applicable participants. Administrative staff will relay, in writing, to the Program Manager any noted special circumstances regarding the referral. Administrative staff work to resolve appropriate administrative anomalies and will notify Program Manager of actions taken or to be taken, all actions taken are recorded into the cases specific communication log/Summery of Parenting Time (Exhibit #B).

Administrative staff will disperse the case to appropriate Program Manager. ADCS Case Manager is notified of Voyager

Program Manager assignment and contact information is automatically sent to ADCS Case Manager within 2 hours.

Possible problems and solutions-

• · Referrals may be received with missing or inaccurate information. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Administrative staff will identify the missing or inaccurate data and notify both Voyager management and

ADCS Specialist through secure and appropriate means (phone and secure email). The case will continue to be processed, within twenty-four hours. This enables Voyager staff to maintain timelines, review the referral, and begin working as per processes proposed by ADCS in RFP BPM006769.

• Referrals may be received with improper authorization. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Commonly referrals are received without proper authorization or with authorization belonging to a different case. Voyager administrative staff will identify these cases, notify Voyager management and ADCS

Specialist to seek direction. The referral will be forwarded to Supervisor or Case Aide in order to comply with timelines required by RFP BPM006769. If ADCS gives directions, Voyager will comply.

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

• Referrals may be received late in the business day. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Voyager maintains a central repository for received referrals. These repositories are continually monitored and addressed by Voyager Management staff after business hours. Administrative staff follow protocol to prioritize new referrals. Referrals received after COB are recorded and the initial contact sequence occurs in those 2 hours.

• ADCS may not be able to deliver referrals electronically. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process. If ADCS has trouble emailing new referrals.

o Voyager will physically pick the referral up when notified by ADCS.

Program Manager Review

Program Manager will review and assess new referrals for the following but not limited to:

· Cultural relevance · Family size · Frequency and length of visits

· Linguistically appropriate · Calendar · Education level

· Safety · Noted special concerns · Ability level

· Special instructions · Transportation limitations · Special needs

· Medical needs/medical instruction · Requested visit location · Cognitive issues

· Legal issues · Additional allowed visitors · Behavioral issues

· Relative protective capacities · Abnormal psychological concerns · Needs-specific coaching issues

· Emotional issues · Social issues

· Physical disability · Continuity of treatment · Other as needed

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 Program Manager will consider and evaluate the afore-mentioned variables to determine any special case needs, and decide which team most appropriately matches the family described in the referral (most often by geographical location of child(ren)).

Within two hours of receiving a referral the Program Manager will discuss the referral with the Supervisor and assign the case, Program Manager will record results in the case communication log/ Summery of Parenting Time (Exhibit #B).

Possible problems and solutions-

• The Program Manager may not be available to review the case within two hours. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Administrative staff will ensure that all available Supervisors are made aware of the referral and will assign the Case Aide Supervisor, which appears to be the most appropriate candidate to handle the referral.

o Administrative staff will notify other Supervisors and company owner of situation and follow any instructions regarding the referral.

Assignment to Case Aide Supervisor

After the Program Manager has reviewed the referral, the Program Manager will then assign each new referral packet to the optimal Supervisor. ADCS Case Manager will be notified automatically through email of the newly assigned Voyager Case

Aides contact information, and direct supervisor’s contact information.

The supervisor will then document, relay and/or discuss special concerns to the selected staff assigned.

The supervisor/captain will attempt to contact ADCS Specialist, ADCSUS, and other case participants through phone and secure email. The supervisor will generate an email to the ADCS Specialist and other applicable participants, introducing themselves, and will provide contact information regarding themselves and the Case Aide to be assigned. The Program

Manager and Supervisor will staff case to address known and unknown issues.

Possible problems and solutions-

• If supervisor finds any issues with the referral, supervisor/captain will discuss solutions with Voyagers upper management and contact ADCS when necessary, through phone and/or secure email. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o If there is difficulty contacting the ADCS Specialist or ADCS Supervisor on the assigned referral, Program

Manager will follow the described actions in the Scope of Work, RFP BPM006769, within 24 hours.

o If the referral requires specialized care or assistance, the Team Captain will assign referral to the team member which has the most applicable experience, skill set or is the most culturally appropriate. Case Aide

Supervisor will aid with scheduling first visitation.

• Whenever Case Aide or Supervisor (Captain) is able to make contact with case participants, Captain will set up an initial visitation. When Case Aide Supervisor is able to make contact with case participants, Captain will set up visitation within 5 working days, notifying the ADCS Specialist of the location, date, and time, within 24 hours of receipt of a referral. Case Aide Supervisor will send confirmation email to ADCS Specialist through secure means

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 explaining contact. Captain/Supervisor will set up the visitation schedule and reminders to the client as required in

RFP BPM006769 (section 4.5.1).

Possible problems and solutions-

• If supervisor is unable to contact the parent after three (3) days of attempting RFP BPM006769 Supervisor will notify, through secure email, the ADCS Specialist.

• If ADCS Specialist and Case Aide Supervisor are unable to contact parent/caregiver or was not able to engage for an additional fourteen (14) days. Case Aide Supervisor will email ADCS Specialist and ADCS Supervisor requesting closure due to no contact and begin the closure procedure according to RFP BPM006769

• If Voyager does not receive a response from the ADCS Specialist following the request for closure due to no contact after an additional five (5) days. Supervisor will send the Discharge Summary Report to the ADCS Specialist and

ADCS Supervisor for approval.

• All efforts will be documented in the case communication log and included in the Summary of Parenting Time

(Exhibit #B) report.

Case Aide Supervisor to assign case

Within 24 hours of having received the referral, based on pre-determined specific needs of the case, the Case Aide

Supervisor will assign the case to a Specialist. Voyager's Case Specialist (CA) will commence contacting participants, through text, secure email, in person, and phone. CA will initiate visits within 5 business days, Case Aide will conduct visitation as per assigned schedule and maintain directions prescribed in RFP BPM006769 until time that the authorization of services self terminates or ADCS representative directs.

Possible problems and solutions-

• If the referral involves participants who speak a specific language. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Case Aide Supervisor will assign the case to a CA who speaks the applicable language or arrange a translator.

• If the Case Aide Supervisor is unable to assign a referral due to being out of office this may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Program Manager will assign the case.

• If case facts have changed significantly between time of referral and assignment. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

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 o Adjustments to services will be addressed through communicating with Case Aide Supervisor and ADCS

Specialist.

Begin Visits

Case Aide will set up the visitation schedule and reminders to the client as required in RFP BPM006769. Case Aide will provide the parent/caregiver with Voyager rules and guidelines along with ADCS Parenting Time Guidelines during the first visitation.

Case Aides are trained to assess the child’s behavior and mood from pick up to return. Case Aides are trained to collaborate with ADCS specialists, resulting in specific directions and instructions. Case Aides are instructed to follow these specific instructions until there is a change communicated from the ADCS specialist, or an exigent circumstance occurs. Case Aides are taught to continually assess clients through observation of speech, body language, and action in regard to identified, capacity, categories, and types.

The Case Aides will not leave parent/caregiver and the child(ren) alone, ensuring that all contact between the child(ren) and the parent/caregiver, is within the Case Aides 's hearing and sight, and that discussions are always audible and understandable to the Case Aides during the visit. During visitation, the Case Aides will observe, monitor, and assess the parent/caregiver's parenting skills. Exceptions defined in RFP BPM006769.

When needed, the Case Aides will provide guidance and/or coaching, to the level the Case Aide is trained too, in ADCS new

Parenting Time curriculum, while the parent/caregiver is interacting with their child(ren), and/or when there is opportunity to reinforce learned behaviors/identified protective capacities.

Case Aides will not force and will not allow a child to be forced to participate in visits if the child is unwilling to attend.

Case Aides will document the child(ren)'s unwillingness to attend the visit and notify the ADCS Specialist within twenty-four (24) hours. If one or more children do not want to engage in the visit, Case Aides will not terminate/cancel the visit if other children are able and willing to attend. The Case Aides will prepare the parent/caregiver for child(ren)'s reactions at the visit and help the parent/caregiver cope with their feelings to assist them during the visit. The Case Aides will ensure that the parties follow court orders and/or direction given by ADCS (e.g., court orders that prohibit contact between the parents) RFP

BPM006769. The Case Aide will provide updates to ADCS Specialist on case progress, as well as additional pertinent information weekly through conversation and secure email and Summary of Parenting Time (RFP BPM006769 Exhibit #B).

Visits will continue though entirety of case.

Possible problems and solutions-

• If the visit becomes harmful or unsafe to the child. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Case Aides will intervene and/or end the visitation.

• If a case includes claims of sexual abuse.

o Case Aides will closely monitor visits prohibiting photos, videos, extended physical contact, bathroom aid, or gifts.

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

• Parents may be late to the visitation. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o The Case Aides will wait 15 minutes for the parent/caregiver to arrive. While waiting for the parent/caregiver to arrive, the Case Aides will attempt to contact the parent/caregiver.

• The Case Aides will reschedule visits within 5 days if parent/caregiver or placement cancels.

o The Case Aides will attempt to make up a visit if a session is missed by the parent.

• If the parent/caregiver misses a session (No call/No Show).

o The Case Aides will contact the ADCS Specialist within 2 hours to discuss the case and get approval to place the parent/caregiver on a call to confirm or show to confirm (referred to as ‘chair status’ in Northern

Region by ADCS).

Author "Summary of Parenting Time" (Exhibit #B)

Case Aides will document assessments and visitation regarding parent/caregiver's perception of Parenting Time along with, responses and interactions during the supervised visits and skills sessions. Case Aide will document supervised visits in the

Summary of Parenting Time form, including all communication, recommendations, or concerns. Case Aides will submit each Summary of Parenting Time within 48 hours to the Case Aide Supervisor for review. Summary of Parenting Time will include all communication and records of interaction from time of previous visit to present.

Case Aides will continue updating the file with notes until expiration or closure of the referral.

Closure

30 days prior to the end of the referral, the Case Aide will contact and inform the ADCS Specialist that the referral will close within 30 days unless there is an extension RFP BPM006769. Voyager’s proprietary software will automatically notify the

ADCS at this time through email, these communications will be noted in the Summary of Parenting Time.

Possible problems and solutions-

• If the Case Aides does not get a response back from the ADCS Specialist regarding a referral extension. This may hinder the swift or efficient administration and delivery of services to children and families involved in the ADCS dependency process.

o Case Aides will email the ADCS Supervisor. Case Aides will call ADCS Supervisor.

• If the client states Parenting Time services are no longer required.

o Case Aides will contact the ADCS Specialist to see if continuation of the Parenting Time referral is needed.

Within 24 hours of receipt of an authorization, Voyagers process ensures that each client has been contacted by 3 different

Voyager employees through phone, email, and text to set up visitation.

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

Within 2 hours the assigned ADCS representative has received confirmation of the referral by Voyager and has been provided the contact information for Voyagers office line and email.

Within 4 hours the ADCS representative will have been notified of the Team Captains contact information.

Within 24 hours the ADCS representative will have been notified and given the assigned Case Aides contact information.

Within 24 hours the placement has received email, text, and phone requests to discuss the child’s schedule and availability.

This occurs at three different levels from administrative, supervisory, and Case Aide. These attempts cease once contact is made and the schedule is determined.

Within two hours of receipt of the referral a contact letter requesting a call back is sent via USPS to the address listed in the referral.

If no contact has been made with parents within 24 hours, a letter will be delivered by a Voyager representative to the clients’ address listed in the referral or on the next working day.

All attempts to reach the parent via phone, text, and email are repeated at 24-hour increments for 48 hours or 2 working days at altering times of the day (morning-midday-evening).

If no contact is made within 3 business days, the follow-up process described in RFP BPM006769 will be followed, and case closure will be initiated RFP BPM006769 after 2 weeks.

Voyager is a heavily communication dependent organization. The process noted above and below detail the extensive efforts to disseminate contact information of all parties involved with every case to DCS, clients, and foster families. When Voyager can make contact with ADCS, the request is made for any other services or parties that might be involved so that our contact information can be distributed and those agencies information can be collected in kind. All information given and taken is recorded in the Summary of Parenting Time (Exhibit #B).

Team Captains (Supervisors) are required to review every case and the communication/progress made in that case. When communication is lacking or failing to occur, the Captain will augment the Case Aides efforts or give directions on solutions for the barriers to communication. Captains are given more latitude in contacting ADCS.

Whenever Voyager becomes aware of the involvement of other services or service providers such as FC/NPP, DDD, Head

Start, CASA, etc.… Voyager reaches out through phone or email to impart Voyagers contact information and requests to discuss any collaboration needed.

After visits have commenced Case Aides are trained to let ADCS and other affected parties know of changes in schedule through text/phone and email. This depends on the preferences of other parties and confidentiality concerns.

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:

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

Voyager will update all key roll personnel changes, points of contact, and agency information through app.az.gov. This responsibility falls to the Owners of the company. If the owners of the company become incapacitated or are otherwise unable/unwilling to make these notices, the Program Manager or General Manager will take on this capacity as needed.

To address all processes inquired about here, Voyager prefers to communicate verbally initially once an issue is raised or identified. After gaining some understanding of the issue, an adequate restatement of the issue by Voyager to the party raising the issue is achieved. Voyager then puts the mutually understood issue into writing in the form of an email. This is done to document the issue and gain confirmation from the party or organization which is mutually understood. If verbal communication is not reasonable, Voyager has and will continue to utilize electronic written communication.

It is common that different interpretations of printed words, without the benefit of phrases, tone, or inflection can alter one’s perception. Furthermore, differences in writing styles, generation, culture, and education can sow seeds of contempt and malfeasance between individuals and organizations when none was intended or warranted. When utilized, Voyagers system abates virtually all this possibility and greatly increases cooperation and efficiency.

In regard to contract administration, Voyager has had a long history of simply asking for clarification through phone and then email from any number of procurement officers, service coordinators, program managers, Directors, or Deputy

Directors. Voyager is cognizant of the fact that most of the time Voyager must communicate through email so as not to congest these individuals’ day with endless phone calls. So, most of the time, Voyager will acquiesce email.

When the matters at hand are of personnel changes Voyager will simply send a notification by email to the appropriate parties and follow up two business days later to ensure that the notification was received by the ADCS contract administrator

RFP BPM006769. This data will also be updated in ProcureAZ when it involves key personnel.

Updated agency information will be entered into ProcureAZ by the General Manager or Owner. As the Arizona Procurement

Portal is slow to amend itself, this information change will be confirmed on the following business day.

VPR’s have always originated in email form from ADCS towards Voyager. In these cases, Voyager immediately inquires as to the specifics through phone and email. Voyagers’ owner has a long career in investigations trained by the state of Arizona, and Maricopa County. Voyager immediately investigates as to the accusations. In most circumstances Voyager can ascertain which employee is at fault and deduce what the underlying cause(s) of the VPR are. Once the cause is known Voyager will implement a solution and retrain/uptrain the employee. In some cases, Voyager will create new training or policy/procedure to mitigate the chances of recurrence. In other cases, Voyager will release the problematic employee from duty. Voyager sees VPRs in most cases as a tool with which to improve standard operating procedure and mitigate future liabilities.

Voyager believes in open communication between ADCS in these cases and seeks to be proactive in collaborating with

ADCS.

All communication regarding contract administration will flow through Voyager headquarters in Phoenix. The specific points of contact are the owner Joshua Bearden and Operations Director April Martinez, both are listed as key personnel, and can be reached through email, phone, or text. Voyager’s after-hours line is a reliable way to reach company representatives.

The line is service monitored 24/7/365.

The key roles or points of conduct within Voyager are the General Manager, Kristopher Kenyon, Operations Director, April

Martinez, Program Developer, Jennifer Rittenhouse, and Owner, Joshua Bearden. Contact information for all three of these individuals is located in this response and available in ProcureAZ.

A v a i l a b l e

SECTION 2-D: Offer Forms, Attachment 5-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona

Department of Child Safety

Office of Procurement & Contracts

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…