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

Solicitation Instructions Part 2

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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

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:

At GAP, we recognize the importance of meeting staffing requirements and maintaining capacity to ensure that we continue to meet the needs of the families we serve. Over the last year, GAP has experienced a turnover rate of 26% within our visitation program. While this number may seem a little high, it's important to note that the reasons for turnover are often life-altering decisions by staff, which are largely beyond our control. This turnover rate would be significantly lower without these personal circumstances.

When we remove the life issues that affected our current ratio one of the most lingering significant factors contributing to turnover is the pay disparity within our community. In order to address this, we are advocating for rate adjustments in the new contract to offer wages that are competitive, reflective of the skills and responsibilities required for the role and that address the impact the increase of minimum wage is having on the job market. We understand that offering a fair wage is crucial to attracting and retaining qualified individuals.

To further support our staff, GAP provides several unique benefits to foster a supportive work environment. Every quarter, staff receive Community Warehouse vouchers, which allow them to shop for food, clothing, personal care items, and furniture for free. These vouchers can save employees more than $2,500 per year, which significantly alleviates personal expenses. In addition, GAP offers discounted liquidated items through our warehouse and thrift store.

We also offer company-sponsored medical, dental, and vision plans, a free Costco membership, a 401(k) plan, and pay differentials for work beyond expectations. GAP works to build a workplace where employees feel valued and part of a community, with quarterly staff events, holiday celebrations, and gifts to honor milestones like birthdays and years of service.

GAP’s recruitment process has been successful, particularly through employee referrals, which we incentivize with a recruitment bonus. Additionally, we tap into our extensive network of faith-based and community organizations to identify

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SECTION 2-D: Offer Forms, Attachment 3-A Page 42 of 64 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts potential candidates. Traditional recruitment methods, such as posting on job-seeking websites and connecting with local colleges, are also employed.

When a candidate applies, their resume is reviewed by the Program Director and Visitation Manager within 24 hours. If the candidate meets the qualifications, an interview is scheduled within the week, as availability permits. Once the offer is accepted, the HR onboarding process typically takes about a week, depending on the new hire's ability to complete the necessary paperwork. Position-specific training begins immediately, with a combination of online courses, in-person training, and one-on-one mentorship with seasoned staff. After completing the ADCS Parenting Time Case Aide training, new hires shadow an experienced supervisor to gain hands-on experience and conduct peer reviews to ensure quality documentation and comfortability in the position.

In the event of staff turnover for designated Key Personnel, GAP has systems in place to ensure continuity of service and compliance with the contract. The Visitation Manager and Program Director regularly meet to exchange information about cases and staff. Detailed documentation of processes, procedures, and policies is maintained to ensure a smooth transition in the event of an unforeseen departure. Additionally, we have a succession plan in place, which ensures that there is no gap in services and that the State’s requirements continue to be met.

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:

At GAP, we have established a clear and systematic approach to documenting visits, tracking case progress, and managing referrals. Each week, GAP provides the Service Referrals South Unit with an update on the availability of the visitation program as requested. Upon receipt of a new Service Authorization (SA), the GAP Visitation Manager acknowledges receipt within 2 hours via email and requests any missing information that may not be provided in Guardian. This ensures no delays in setting up services, especially when outdated contact information exists. The email also includes contact information for the ADCS case specialist, which is vital for communication.

Once a Service Approval is received and the necessary information is gathered, it is immediately filed in the case management software (Third Party system called Extended Reach) used by GAP and assigned to a visit supervisor. The supervisor is instructed to reach out to both parents and placements within 24 hours of receiving the case assignment. The Visitation Manager follows up daily to monitor the progress, ensuring the visit supervisor has made contact and identifying any barriers that may prevent scheduling the visit. Any missing information is promptly requested from the ADCS case specialist, and updates are passed back to the visit supervisor.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Visits are scheduled within 5 days of initial contact, and the case management system sends out automated reminders to both the supervisor and Visitation Manager to ensure contractual deadlines are met. If there are challenges with scheduling (due to parent or child availability), the ADCS specialist is notified, and efforts to contact the parent continue. If the parent or placement is non-responsive, GAP notifies the ADCS case specialist within 3 days, requesting updated contact information. Should all outreach efforts be exhausted, the referral closure process is initiated, ensuring all engagement efforts are documented in the Summary Parenting Time form and, if necessary, the Discharge Summary. GAP emphasizes proactive communication with ADCS and other involved parties to ensure timely coordination and collaboration. Once contact is made with the parent, the visit supervisor introduces themselves, explains their role, and discusses the scheduling of parenting time. The visit supervisor answers any questions, provides guidance on preparing for the visit, and reviews the Parenting Time Guidelines, ensuring the parent understands the expectations. The visit supervisor will also explain how they will observe the parenting time and document on the Summary Parenting Time form for the ADCS specialist. The visit supervisor will ensure that the parent has their contact information and has the address of the location for the first scheduled visit.

Once a Parenting Time schedule is agreed upon by all parties and confirmed, the visit supervisor will turn in a contact log with all the communication leading up to setting up the ongoing visit schedule to the Visitation Manager to put on the calendar. This information is uploaded to the case management system as well for record keeping purposes. The Visitation Manager will then send a secure email to the ADCS specialist with the schedule and location for the Parenting Time, the name of the visit supervisor along with their phone number and email address. This email will also communicate the sender as the Supervisor for the listed visit supervisor.

Prior to all Parenting Time, the visit supervisor will send a reminder confirmation to all parties. These reminders will be documented in the Parenting Time Summary. Upon the first initial meeting the parent will be provided with a copy of the Parenting Time Guidelines and asked to sign. The visit supervisor will address any questions or concerns the parent may have upon reading through the guidelines. Once the form is signed, it is uploaded to the case management system under the family file. If the parent refuses to sign the Parenting Time will occur, however, the ADCS specialist will be notified.

During the initial outreach and confirmation of the Parenting Time, the visit supervisor will ask the placement for any additional needs the child/ren have to best facilitate the time for the parents and child. The visit supervisor will explain to placements and parents what is required for visits (Diaper bags, food, drinks, extra clothing, etc.). The parents will be given the GAP Ministries Family Center address or the address of the location agreed upon for the visit. The visit supervisor encourages the parents and reminds them about their Parenting Time visit the day prior. If the parent doesn't respond to the visit supervisor, the Parenting Time will NOT be canceled and will continue as planned. The visit supervisor will also reach out to placement the day before or day of the visit to remind them of the visit, give an ETA on pick up times and ask if there have been any changes to pick up or drop off location.

If the parent fails to show up or is late (more than 15 minutes without communication), the visit is canceled, and the placement is notified the child will be returned. In the event the visit is canceled by any party, the visit supervisor coordinates a make-up session within one week, notifying the ADCS specialist if necessary. Any cancellations by the parent beyond two consecutive visits will be reviewed, and the Visitation Manager notifies the ADCS case specialist within 24 hours of the second missed visit. After three consecutive cancellations, the ADCS specialist is notified, and the Visitation Manager will request case closure. Additionally, the ADCS specialist and ADCS supervisor will be notified if the parent is consistently missing part of the referred amount of Parenting Time.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

The visit supervisor will work with any NPP Practitioner that is assigned to the parents and will communicate as needed to ensure the family receives the services. If the case involves allegations of sexual abuse, the visit supervisor will follow the extra guidelines regarding the alleged perpetrator to ensure the child’s safety.

In cases of incidents during visits or early terminations, GAP follows a protocol to notify the ADCS case specialist within 24 hours. A report will be submitted to both the ADCS case specialist and contracts within 24 hours, with an immediate hotline call if required.

All Summary of Parenting Time reports will be submitted weekly by the visit supervisor for review and submission into Guardian under the SA for the family. These reports are also uploaded into the case management system used to keep case file records.

In the event an issue arises, the ADCS specialist is notified immediately in order to help address and resolve any barriers as quickly as possible. If the ADCS specialist is unresponsive or unavailable, the ADCS supervisor is then contacted to expedite a resolution. If there is an urgent need to discuss a situation, the Visitation Manager will request a staffing with both the ADCS specialist and their supervisor along with the GAP Program Director.

GAP has developed a structured and reliable method for managing visits, tracking case progress, and ensuring seamless communication and collaboration with ADCS. By following our documentation processes, maintaining continuous communication, and working diligently to resolve any issues, we ensure high-quality service delivery and compliance with the Scope of Work. Our approach is designed to foster effective collaboration, reduce delays, and ensure positive outcomes for children and families in our care.

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.

At GAP Ministries, we understand the importance of clear, timely, and consistent communication with the State regarding contract administration. We have implemented processes to ensure that any changes in personnel, updated agency information, VPR related issues, and general communications are handled efficiently and effectively.

GAP Ministries updates the point of contact spreadsheet as requested to ensure that communication is directed to the appropriate staff member. This spreadsheet includes contact details for key personnel, their roles, and the specific areas of responsibility for which they are the point of contact.

In the event of personnel changes, such as new hires, promotions, or departures, GAP promptly notifies the ADCS of the updated contact information. This is typically done through email, ensuring the ADCS has the correct personnel contacts for any required communication. Personnel changes are also updated in the point of contact spreadsheet and communicated through formal documentation.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

GAP Ministries maintains a dedicated process to address any VPR-related issues. Any discrepancies or concerns related to the Parenting Time contract are handled by the Visitation Manager and/or Program Director. GAP also ensures that all necessary documentation is submitted in a timely manner. Any updates regarding VPR-related issues are shared immediately to ensure compliance and mitigate any potential concerns.

Communication between GAP Ministries and the ADCS is continuous and occurs at various levels. We prioritize clear and open lines of communication, whether it be about visit schedules, concerns with families, case progress, or any other administrative matters. The following roles are key points of contact for specific communication areas:

• Visitation Manager: Responsible for overseeing day-to-day visit scheduling, progress tracking, and addressing any visit-related concerns. The Visitation Manager communicates directly with ADCS specialists and supervisors to ensure the timely delivery of services.

• Program Director: Oversees the overall program administration and serves as the primary point of contact for high-level contract-related issues, including performance, compliance, and strategic matters. The Program Director maintains regular communication with ADCS regarding any issues that may require escalated attention.

• HR Manager: The HR Manager ensures that any staffing updates are shared with the ADCS, along with any new hires or staff reassignments.

• Executive Director: The Executive Director is the highest-level point of contact for major contract-related matters, ensuring alignment between GAP Ministries and the State. The Executive Director is involved in communications related to agency strategy, overall compliance, and resolving any large-scale or systemic issues that may arise.

If an issue requires higher-level attention or cannot be resolved at the staff or manager level, GAP Ministries has a clear escalation process. The Visitation Manager or Program Director will work closely with the ADCS specialists and supervisors to address any concerns or barriers to service delivery. By maintaining these processes and ensuring that clear lines of communication are always open, GAP Ministries ensures that all parties involved, including ADCS, are well-informed, and that contract administration is carried out efficiently.

Greg Ayers, CEO: Contract Related Communications Pam Ayers, Executive Director: VPR related issues Beth Sierra, Program Director: Contract Related Communications, VPR issues, General Contact, Provider Meetings, Site Visit, Quarterly Workbooks, Compliance Leah Minor, Visitation Manager: General Contact, Compliance, Provider Meeting, Site Visit Visit Supervisors: Ongoing Service Referral communication, Direct Family communication.

Denise Martin, HR Director: Personnel files, Site Visit Christine Canez, HR Generalist: Personnel files, Site Visit Meagan Ayers, HR Generalist: Personnel files, Site Visit Lisa Liljekvist, Report Controller: Quarterly Workbooks, Compliance

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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 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.

GAP has been able to create a system that has proven successful in providing quality service to the families served while maintaining all reporting requirements. The implementation of the case management system

(Extended Reach) has only improved the tracking of deliverables and record keeping of referrals. It starts with the

Program Director and Visitation Manager monitoring Guardian for Service Approvals and then working hard to ensure that the information gathered in Guardian is correct. GAP’s Visitation Manager or assigned staff is available M-F from 8am – 5pm except for state holidays. There is an email to the ADCS specialist within hours of receiving the SA to ask for any updated contact information and any information that will assist the assigned visit supervisor in scheduling the visits to begin as soon as possible. While the visit supervisor will be responsible to complete initial contact/outreach with parent, the Visitation Manager is in constant communication with them to ensure they are successful in their attempts. The outreach will include phone, email and in-person visits at random times of day to ensure the greatest potential of engagement. The Visitation Manager checks in at minimum daily with the assigned visit supervisor to inquire as to contact being made and ask if there are any specific questions they may have to set up the visits within the timeframes mandated. The ADCS specialist will be contacted within 24 hours with any identified issues/barriers we are facing. This is monitored closely and the

ADCS specialist is updated regularly. The Program Director staffs with the Visitation Manager as needed, and at minimum weekly to ensure the implementation of services and that the needs of the families are being met. In instances where there is an identified barrier, the Program Director and Visitation Manager can work on creating a solution or reaching out to the ADCS specialist to help mitigate the issue that prevents intended services.

Once a positive and supportive rapport is established with the parents, the visit supervisor will discuss service

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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 elements to address any concerns to providing services. This is a relationship building time that helps ensure timely communication with all parties and the fulfillment of all intended services. It is the visitation supervisor’s responsibility to ensure that the parent understands the Parenting Time Guidelines, has an understanding of child and parent interaction possibilities, the role of the Visit Supervisor, as well as the location, frequency, and duration of their unique Parenting Time. GAP visit supervisors are partners with the family to help effectively navigate the Parenting Time and provide the needed support; from reminders to actively supporting the parents to meet the child’s needs when necessary. As the visit supervisor monitors each visit, they will be aware of prohibited activities and ensure that those activities do not take place as well as the understanding that they may need to intervene or terminate a visit if in any way it is harmful to the child/children.

GAP has a Report Controller that currently monitors and tracks all visitation summaries uploaded into Guardian within the contracted timeframe. This position is responsible for ensuring the summaries are complete with all required information, signatures acquired and reviews them for quality assurance. Once the summaries are found to be accurate and complete, they will be uploaded into the corresponding Service Approval for the family. This is also tracked within the current SVO Quarterly Report to further verify compliance with the contracted requirements. If there is an issue with a summary report after being turned in, the Report Controller will reach out to the Visitation Manager to inform them of the report. If necessary, next steps will be taken to obtain the missing documentation from the staff member or get further information in order to make the summary complete.

However, this does not occur often as staff are currently paid differential pay for visitation time providing their visitation summary is submitted within 48 hours from the visitation. Further reviews take place for visitation summaries quarterly or as needed by the Visitation Manager. While there will be a change in the summaries, and they will now be completed weekly, this will be tracked and uploaded to Guardian in the same fashion as present.

GAP’s visitation team meets once per month for training to discuss best practices and to go over compliance with the current SVO contract. During these trainings, the Program Director and Visitation Manager will pick roughly 5 topics to discuss and have refresher training or update the team on improved practices. Documentation, supervision, communication, de-escalation, and efficiency are some of the topics discussed regularly. During these meeting there is time reserved to address questions and go over situations that staff may be encountering within their families they are currently working with. This has proven to be a great addition to the time spent together, since they are able to get feedback from their peers and Director/Manager to keep the fidelity of the

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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 program.

Between the monthly meetings and the open lines of communication for the staff with the Program Director and

Visitation Manager, when there is a need for a specific type of training it is easy to recognize.

Also, GAP Visitation Team is required to attend the following training.

• TBRI (Trust Based Relational Intervention) which trains Trauma-informed care and how to understand the effects of trauma,

• CPI (Crisis Prevention Institute) evidence-based training for de-escalation and crisis prevention that offers techniques and insight to how to respond and

• Overdose Rescue (Naloxone training).

These training’s along with more specific agency required trainings create the expectations of the quality and informed care they are expected to give while showing GAP’s commitment to their staff and the families they serve. Currently GAP’s Human Resources monitors for compliance for initial and ongoing training by keeping track in their digitized employee file.

When deciding on what type of training to offer the staff, the Program Director typically uses what the team brings up during their monthly meetings. Another avenue is seeing a trend in the family visits. There are many opportunities for staff to attend training outside of GAP as well if they find an opportunity to do so.

GAP has yearly surveys that are tailored for the visitation families to participate in to ensure that their needs are being met. This is a way that the Quality Improvement team for GAP can assess and report on any improvements that need to be made and to see what is working or not working for families. As an example, last year, the survey results showed a need for seating for the front of our new Family Center. An action plan was created and resulted in a bench being installed for families to wait for their children if they arrived early. Our families also have an independent communication tool accessible through “feedback.gapmin.com” where they could submit anonymously if they chose any type of feedback or grievance they may have with our organization. This is reviewed by upper management to ensure appropriate actions steps are taken to effectively and timely mitigate the issue. Families are also given the Visitation Manager and Program Director’s contact information when requested.

GAP Ministries uses several strategies to promote positive parent-child interactions and effectively de-escalate

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts challenging situations. These strategies are designed to strengthen the parent-child relationship, promote healthy communication, and equip both parents and children with tools to navigate conflicts in a constructive manner. To promote positive parent-child interactions, the GAP Visitation team works hard to create a fun, welcoming atmosphere that encourages family bonding. The GAP Family Center is equipped with interactive games and toys to keep both parents and children engaged. We also offer a playground with a basketball court and designated visit rooms designed to foster family connection. Families are welcome to bring their own meals, and we provide a cafeteria, microwave, and refrigerator to ensure they have a comfortable space to eat and store food during their visits. Another strategy used often is having a routine. Establishing a consistent routine helps children feel secure and reduces anxiety, this helps prevent challenging behaviors. Parents are encouraged to implement consistent schedules for each Parenting Time visit including when to have meals, if they have homework, playtime, and clean up.

We always prioritize safety to ensure a secure environment for both parents and children. During their first visit, parents sign the Parenting Time guidelines to acknowledge the rules and expectations for the visits. If any rules are not followed, the ADCS specialist is promptly contacted, and appropriate steps are taken, which may include ending the visit early or resolving the issue before the next one.

When behavioral issues arise with the children, visit supervisors encourage parents to take the lead in managing the situation using age-appropriate strategies. However, if a safety concern arises or the parent struggles with discipline, the visit supervisor is available to step in and help redirect the child as needed.

To ensure safety during transportation, GAP follows a comprehensive approach that focuses on vetting vehicles, ensuring driver competence, and implementing safety measures to mitigate potential risks. This approach is designed to ensure children are transported safely and efficiently. All vehicles used for transportation are regularly inspected by a certified mechanic to ensure they meet safety standards. This includes checking critical components such as brakes, tires, lights, seatbelts, and air conditioning/heating systems to ensure everything is in working order. The mechanic shop is located on the Campus of Hope which is where the GAP Family Center is located. This makes it convenient and easy to get fast, dependable service on vehicles if needed. Upon hire if a visit supervisor will be using their own vehicle to transport, their vehicle must pass an inspection completed by the onsite mechanic. The inspection consists of the same components that GAP owned vehicles must pass.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

All passengers are required to wear seatbelts, and appropriate child car seats are provided when necessary.

Vehicles are equipped with the necessary safety equipment, such as airbags, seatbelts, and other safety features that ensure the protection of passengers in the event of an accident. GAP staff are required to abide by all traffic laws. In the event of an accident, the driver must notify the police immediately. If any children are injured, they will be transported to the hospital by ambulance. The driver is responsible for filling out both an unusual incident report and a vehicle accident report. The Program Director and Visitation Manager must be informed immediately, and the ADCS specialist is notified of the incident.

The Visitation Manager conducts regular safety audits to ensure that visit supervisors are correctly installing child car seats and are in compliance with all safety standards. Each GAP vehicle is equipped with a speed monitoring fob required by the insurance agency for coverage. This will report back any vehicle that is clocked going at an excessive speed. If this occurs, the driver must undergo further training and will have a formal personal improvement plan in their employee file.

End of Attachment 3-A