2-PTS FINAL 20250323 Offerors Experience and Capacity group reviewed YYY.pdf

Solicitation Instructions

Part 2

A v a i l a b l e

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

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 2-B

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 2-B

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 2-B

Solicitation No. BPM006769

Parenting Time Services

State of Arizona

Department of Child Safety

Office of Procurement & Contracts

Attachment 2-B Offeror’s Experience and Capacity

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

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

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

Offeror Response:

Voyager Industries is a privately held, for profit LLC, which was founded and began providing supervised visitation services, August 17th, of 2015 to Arizona CPS (later ADCS). In that (9) nine years Voyager has been servicing the

SVO/Parenting Time Services (PTS) for the State of Arizona CPS and later ADCS, Voyager has serviced thousands of cases with an average monthly caseload of more than 200 referrals/extensions which equates to a yearly caseload of more than

2400 referrals/extensions for a total estimated amount of more than 15000 referrals/extensions in that time.

Voyager Industries has been servicing AZDCS Parent Aide/SVO contract since 2015. Voyagers’ maximum SVO/Parenting

Time capacity at this time and capability of cases are 292 per month Parenting Time referrals which equates to more than

1168 referrals/extensions per year.

Currently, Voyagers SVO/Parenting Time staff is spread throughout Arizona in 6 counties (Noted below).

SVO Capacities per county in the last 12 months:

County Contracted Capacity 1 yr. Percentage

Maricopa 52 88

Pinal 7 26

Pima County 12 52

Mohave 25 56

Yuma 11 43

Yavapai 7 27

169%

371%

433%

244%

391%

386%

Below you will see Voyagers’ new contracted capacity to service the Parenting Time contract.

A v a i l a b l e

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

Solicitation No. BPM006769

Parenting Time Services

State of Arizona

Department of Child Safety

Office of Procurement & Contracts

These capabilities are enhanced through the knowledge and experience of those leading the program. Voyager

Industries Management brings more than 50 years' experience providing culturally competent and issue responsive service to the community.

Voyagers Parenting Time Program Manager/Developer holds an M.S. in Psychology from Capella University MN and completed an M.S. in Clinical Mental Health Counseling in Feb. of 2025. She has more than 16 years' management experience in the Human Services field. She is an expert in childhood development, her expertise extends from assessment to program development of treatment programs. She was brought onto Voyager’s developmental staff due to her deep knowledge and expertise in developing programs necessitating Child and Parent assessment, legal development, and program review involving vulnerable populations. She brings a careers’ experience with community social service program implementation and family assistance. She is a certified trauma support specialist, and certified ACES (Adverse Childhood Experiences) Trainer, is an expert in conscious discipline, as well as social emotional regulation. In addition, 2 years' experience leading an In-Home-Family-

Preservation Program, and extensive experience developing relationships and programs within AZCPS/AZDCS.

These experiences range from Case Aide Programs to the IHFP Program to Parent Aide. She is an expert in the delivery, administration, implementation, and training of Nurturing Parenting Program. Also, she brings 17 years’ experience in community outreach and community resource identification/access for underprivileged and vulnerable populations.

The Voyager Operational Manager and acting Supervised Visitation Only/Parenting Time Program Manager is a

Human Resources specialist with 13 years of direct employee supervision and program management experience. He is a social worker with more than 7 years of direct experience providing “in-the-field” service, supervising

SVO/Parenting Time programs. He holds a National Certification of EMT and has provided counseling to youth for

13 years. He holds a degree in Applied Sciences and is an expert in software development. He has spent more than

20 years providing pro-bono counseling to underserved and vulnerable children throughout the USA. He is an expert in Data Driven Evidence Based Practices decision making and certified trainer of Child Passenger Safety (Car

Seats).

County Capacity at any given time Capacity/yr.

Maricopa 40 120

Pinal 7 21

Pima County 10 40

Mohave 25 100

Yuma 7 28

Yavapai 7 28

Coconino 2 8

La Paz 1 4

Gila 2 8

A v a i l a b l e

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

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 CAO/CFO and founder of Voyager Industries holds a bachelor’s degree from the Social and Behavioral Sciences

College at NAU in Criminal Justice and Psychology in the Social Work/Human Services field. He has provided nine years of direct management of Voyagers business and social service work with the State of Arizona DCS and CPS. He has experience in the “In Home” unit of Arizona Child Protective Services and was an officer for the AZ Dependency Court serving as a CASA program manager where he created and administered the C.O.D.Y. (Court Ordered Dependent Youth)

Program. He brings more than 40 years of program development and entrepreneurial leadership.

Voyager strives to provide service to the widest array of clients in a culturally appropriate and socially natural manner as possible. Voyager maintains business relationships with 5 professional interpreter services. Voyager can also boast of employees capable of conducting Parenting Time services, fluently, in the following languages:

Voyagers capabilities are enhanced through the force multiplier of brick-and-mortar visitation centers in 4 counties throughout Arizona. In total these visitation centers represent a total of 26 visitation rooms. Some rooms are designed to house single visitations while others can accommodate up to 5 supervised visitations at a time. In total Voyager’s visitation centers throughout the state have the capability of accommodating 60 supervised simultaneously.

Voyagers’ transportation fleet includes six high occupancy vans, utilized to accommodate high child cases. Often these vans provide children with additional sibling visitation time. This embellishment to service is at no additional cost to ADCS or the SVO/Parenting time contracts.

At present Voyager dedicates 7 full-time staff to the administration of Parenting Time Services. These employees’ primary directive is aimed at contract compliance and to facilitate contract compliant Parenting Time Services for ADCS. These administrators are trained in a top-down responsibility matrix where Supervisors support the line staff (Case Aides) and

Managers support the Supervisors while the owners support the Managers. This method ensures that the clients’ needs take precedence over unforeseen and unique barriers.

Voyager retains in-house trainers of CPR/First Aid, Child Safety Seat training and maintains training facilities to facilitate efficient and swift onboarding of employees.

In 2017 Voyager developed proprietary data management software (V.I.C.T.O.R.) to facilitate data entry, record retrieval, trend capture, and statistical analysis (S.P.S.S. similar capability) for all aspects of Supervised Visitation. This tool increases productivity of staff and amplifies efficiency in the delivery of service to the children involved in the child dependency process in Arizona. This database allows Voyager to identify and remove barriers to setting up and administering Parenting

1. Spanish

2. German

3. Italian

4.French

5. Yoruba (African dialect)

6. Hausa (Africa dialect)

7. Swedish

8. Polish

9. Amharic

10. Hebrew

11. Portuguese

12. English

13. ASL

14. Arabic (Moroccan, Egyptian, Syrian, Saudi)

A v a i l a b l e

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

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

Time services for families. It also brings the ability to recognize trends useful in developing new and innovative efficiencies that can be exploited for the benefit of ADCS and the Parenting Time program.

Voyager has more than 2 years’ experience in administering the In-Home-Family-Preservation contract for ADCS. Voyager purchased and became proficient in administering the Nurturing Families curriculum during those two years and continued to implement and train in the Nurturing Families Curriculum for the last 6 years. This curriculum is directly associated with the Parenting Time program. The benefit of Voyager’s experience is a faster ramp up time and greater material understanding of the process and demands of the curriculum. This advantage will allow Voyager to quickly adapt and implement the Parenting Time program in service to the State of Arizona.

Voyager Industries LLC is headquartered in Phoenix AZ. and employs more than 70 individuals statewide. In addition to its

Phoenix Visitation center/headquarters Voyager maintains brick and mortar offices in Bullhead City, Yuma, and Tucson.

These locations maintain/support visitation facilities which are utilized by Voyager staff and ADCS alike. Voyager keeps virtual offices through its supervisory staff, known as Captains, at their homes which are not accessible to those outside

Voyager Staff in Prescott, Arizona City, Flagstaff, Payson, and Parker. These locations are appointed secure internet portals and house supplies which may be needed in urgent situations.

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

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

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

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

Offeror Response:

As the Parenting Time Services (PTS) contract cannot be evaluated to the same capacity as the legacy Supervised

Visitation Program (SVO) this number is not ascertainable in a percentage of the Parenting Time

Contract. Voyager's policy and standard operating procedure is to maintain functional capacity at

120% of contracted capacity. Voyagers’ plan at this juncture is to, at a minimum, upon notice of contract award, begin a draw-down of its excess 20% capacity which currently exists, in all regions, in anticipation of Parenting Time launch. This draw-down will result from natural attrition of cases, through onboarding of Case Aides, and implementation of Voyagers High Demand Protocol. This protocol utilizes management and supervisory staff to temporarily expand capacity. This will create capacity for the unknown go-live date of at least 11.4 cases.

A v a i l a b l e

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

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

Subsequent to launch natural attrition of cases and Voyager’s High Demand Protocol will result in 50% capacity within four weeks post launch, and 100% capacity within 6 weeks.

As ADCS makes the Parenting Time training available, Voyager will take full advantage. All Case Aides will be trained and available at that time to accept Parenting Time cases. This means that Voyager will maintain at 100% of contracted capacity in the Legacy SVO contract while standing ready on go-live date for Parenting Time cases. As these dates are unknown and training availability is unclear, it is only prudent to limit commitment to 20% of SVO contracted capacity in relation to Parenting Time program. Voyager projects a much larger availability on go-live date, possibly as high as 50% of Parenting time contracted capacity. At this time

Voyager will state 20% of contracted capacity, this of course can be affected by ADCS’s ability to facilitate training and delays in go-live dates. Voyager has set aside reserve funds for added days of in-house and/or off-site training for all employees between award and go-live date. This includes funds for lodging and transportation of employees to a central location for training. Voyager will be able to take 11.4 Parenting

Time cases on go-live date.

Voyager anticipates either ADCS administering training in-person, virtual E-Training, or Train the trainer type roll-out. In any of these events Voyager plans to bring employees from around the state in order to proctor any training the employees receive. Voyager plans to honor its commitment to standing SVO referrals and complete that suite of cases as ADCS requests, whether that is to accept extensions beyond the contract date or roll those cases into Parenting Time. As cases in the SVO program end, Voyagers Parenting Time capacity will increase. Voyager estimates that it will reach full Parenting Time capacity at 6 weeks.

In regard to the demand fluctuation of PTS, Voyager anticipates that which has historically occurred. Voyager expects that initially demand will drop as new providers are added to the States stable of providers. This is also bolstered by the communication from the State that it intends to reduce the out of home population. However, Voyager believes that the significant change to 1 hour visitations will place so high a burden on providers, especially young/new providers, that many providers will fail, mostly due to underpricing. Voyager believes that most providers will fail to adequately anticipate the demands and costs of administering/operating Parenting Time

Services program as described in RFP BPM006869. The volume of cases may decrease, however with capacity leaving the system as described, i.e. in the month’s post award due to attrition, vendor demand will increase. Voyager stands ready to meet that demand with its ability to quickly increase capacity as stated above.

Another strain to the provider system will be the opportunity cost of visitation occurring at a higher frequency than previous.

The state has made clear its intentions to provide one-hour visits, six times per week. This coupled with the changes in child transport from outside county of award mandates. Voyager foresees an even larger increase than is being anticipated by the state or competitors.

Voyager has already observed the burgeoning impact of recent immigration policy changes resulting from a changing political environment. Deportation causing children separated from parents will further add to the deluge of demand which the Parenting Time Services will undoubtedly experience.

Voyager will continue to hire and onboard new employees, after award and during roll-out to further boost go-live capacity.

A v a i l a b l e

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

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

In addition to these measures, all Voyager Team Captains, Managers, and Owners will be fully trained and capable of servicing cases on go-live date. This will boost capacity significantly.

Voyager has a long history of exceeding contracted capacity as demonstrated below:

County Contracted Capacity 1 yr. Percentage

Maricopa 52 88

Pinal 7 26

Pima County 12 52

Mohave 25 56

Yuma 11 43

Yavapai 7 27

169%

371%

433%

244%

391%

386%

Every region that Voyager operates in has a dedicated 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.

If the need arises, Voyager can increase or decrease staff quickly, to meet the needs of ADCS as it has done in the past.

Voyager has a history of onboarding employees in timeframes ranging from 4 days to 3 weeks with an average onboarding timeline of 17 days.

In 2017 Voyager developed proprietary data management software (V.I.C.T.O.R.) to facilitate data entry, record retrieval, trend capture, and statistical analysis (S.P.S.S. similar capability) for all aspects of Supervised Visitation/Parenting Time.

This tool increases productivity of staff and amplifies efficiency in the delivery of service to the children involved in the child dependency process in Arizona. This database allows Voyager to identify and remove barriers to setting up and administering Parenting Time services for families. It also brings the ability to recognize trends useful in developing new and innovative efficiencies that can be exploited for the benefit of ADCS and the Parenting Time program.

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 functional capacity of more than 120% of contracted capacity.

Looming trends in capacity and market demand are forecasted effectively. Voyager adjusts its employee base accordingly.

All communication between Voyager staff, ADCS, clients, children, placement, and others involved in cases are recorded in

V.I.C.T.O.R. The presence of this program necessitates that employees and administrators adhere to timelines in order to receive compensation. It is punctuated by automated timelines, reminders, and progress gates that prevent advancement prior to completion of adequate/mandatory data input. If a datapoint, timeline, or minimum/maximum is breached, V.I.C.T.O.R. will alert that Case Aide, the supervisor, and manager in real time.

A v a i l a b l e

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

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

V.I.C.T.O.R . generates a daily report, distributed to supervisory staff concerning all staff, regions, projects in their purview.

This report directly addresses timelines (both Voyager and ADCS), scheduling and service delivery.

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

Offeror Response:

The single largest challenge to Voyager when providing services has been the lack of reliable transportation to the adults involved in services. A full 30% of cases require transportation of parents to visitation at some point or throughout the life of the service.

Voyager records indicate that more than 90% of cases receiving transportation will experience a non-client-related delay or cancellation of visits more than 50% of the time. These delays can largely be attributed to a lack of timely/accurate transportation referral or inadequate/improper staffing by transportation companies.

To combat these delays and cancelations Voyager has adopted a four-prong approach to working with ADCS case managers, transportation companies, and clients.

1. Notification of need for transportation to ADCS case managers upon receipt of the case or learning of an emerging need from any source involved in the case. This notification is made through both phone call/message and then followed by written notification via email to said case manager. These notifications are repeated automatically, 2 times/week, until confirmation of service is communicated.

2. Once confirmation of transportation service is acquired Voyager will reach out to both the transportation broker/company and the client to ensure that each has the proper date and times. This is crucial as Voyager often discovers that transportation companies manipulate pick up and drop off times to their advantage, at detriment to the client. These communications become critical when documenting cases. Voyager has developed several beneficial relationships with transportation companies that have resulted in higher success rates in service delivery due to working with transportation providers in the Parenting Time Services visitation arena.

3. Voyager Captains (supervisors) and Case Aides, make reminder calls to clients within 24 hours of any visitation to remind clients of their appointments, inquire as to difficulties the client may have, and to confirm the client’s intention to attend services. When accessible, these calls are also made to the transportation company at the same time, in order to foster cooperation and to remind the company of their obligation to the case/family.

4. Voyager also encourages its clients to report to ADCS case managers any challenges with transportation text, verbally or email form. Voyager case aides document all issues and promptly escalate them to ADCS staff, including Case

Managers, Unit Supervisors, and Service and Compliance Officers, as needed, ensuring seamless coordination and resolution.

An example in which all of these efforts were utilized but unfortunately unsuccessful occurred in mid 2024. A case where

A v a i l a b l e

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

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 two children were transported almost two hours each way to Tucson from Phoenix by Voyager to its offices in Tucson.

Despite Voyager’s protocol being followed, the transportation company claimed not to have a driver scheduled for delivery in either direction for the parents on the given date and time of the visitation.

Once the documentation of the communication was provided to the transportation provider by Voyager, the transportation provider admitted that they simply did not have the manpower to accommodate ADCS’s referral of service.

Voyager was able to reschedule the visitation for the next day and accommodate the make-up visit, a different transportation company was utilized.

Another challenge Voyager has encountered is, persistent, inaccurate, or incomplete data when receiving referrals. It is common that referrals arrive without pertinent information, such as, a child being disabled, with a wheelchair, requiring a mobility van, or individuals with severe psychological and/or behavioral concerns. Despite inquiring with placements, and

ADCS staff previously, these omissions occur with such regularity since the advent of GUARDIAN that Voyager has implemented additional formal interview and checklist of questions for placements, clients, children, and ADCS staff.

Upon receipt of referrals Voyager administrative staff and Case Aides conduct substantial investigations as to special concerns, safety, needs, and circumstances prior to visitation being scheduled or conducted. These additional steps are effective but punitive in regard to the timeliness of initial service implementation.

Voyager frequently encounters situations in which children are placed so far apart that transporting those children in the same vehicle is unreasonable.

On one such occasion a child was placed in the town of Buckeye while his siblings were placed in San Tan Valley.

Visitation needed to occur in North Scottsdale as requested by ADCS staff. The children would require transport for more than 2 hours each way. Necessary late, weekday visitation, start time meant that the children would return home well beyond acceptable bedtimes, according to both placements and ADCS Case Manager. Voyager was able to speak with placements, DCS, and the client to negotiate for:

1. Visitation happening a bit closer to the children (approx. 15miles, still in Scottsdale).

2. Voyager dispatched 2 case aides to retrieve/deliver and transport the children independently.

3. One of the placements agreed to meet the Case Aide on the delivery trip in order to decrease travel time, to visit.

4. ADCS Case Manager approved of the unconventional circumstances.

These concessions from everyone one in the case resulted in the children’s transportation time being cut more than 50% and the children were able to return to placement at a more reasonable time, allowing for successful visitation.

Voyager has historically been relatively unhampered by contracted capacity. Voyager internal policy mandates that it maintains capability exceeding contracted capacity at all times. Voyager intentionally maintains an excess capacity in all of its awarded regions to a minimum standard of 120%. There have been occasions when multiple employees fall ill or have life circumstances which hamper delivery of service for a couple of hours or possibly days. Due to built-in excess capacity, these shortcomings are overcome immediately. Also, all of Voyager’s supervisory, administrative, and executive

A v a i l a b l e

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

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 staff are fully trained to provide visitation in such time. This serves to further increase Voyager surge capacity in times of need. This surge functionality has never been necessary to maintain contracted capacity during Voyager’s 9+ year history.

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

Offeror Response:

Throughout Voyager’s 9+ years of service to ADCS multiple partnerships with Child Welfare entities have been forged.

Voyager has entered long and short-term collaborative agreements/partnerships with a multitude of organizations. These relationships have become a footing on which the business stood to achieve the success that Voyager has enjoyed. While coordinating and collaborating with these entities Voyager has learned and grown at almost every encounter. Some of these occurrences include formal, long-standing, contractual collaborations while others remain informal, handshake agreements.

One hundred percent of these partnerships further the mission of serving the children involved in the ADCS child dependency process.

Voyager maintains relationships with 5 separate interpretive services, three of which routinely exchange office time for services rendered. This allows Voyager to provide services to individuals without the necessity of charging the state and has allowed Voyager a more nimble response to cases that might otherwise cost the taxpayers of Arizona additional funding or conceivably languish when the supply of interpreters is restrictive.

Voyager has partnered with Phoenix Children's Hospital on multiple occasions to provide services to parents/children in various medical situations that otherwise would have likely delayed or cancelled services altogether.

One incident occurred in October 2024; a mother suddenly went into labor during a community visitation. Due to Voyagers’ existing and strong partnerships with the hospital, Voyagers Case Aide was able to quickly and successfully get permission to move the in-progress visit into the planned delivery hospital. At the mother's request, Voyager staff were able to gain hospital access and permission to continue the visit through the beginning stages of labor. Delivery was successful, visitation was successful, and a follow-up visit was quickly scheduled so that the siblings could meet.

In the regions it is contracted to provide services, Voyager has had long standing partnerships with virtually all of the companies that provide transportation to parents involved with ADCS and the dependency process. Many of these partnerships have existed since those companies began servicing ADCS, or since the creation of Voyager in 2015. These partnerships allow Voyager the ability to communicate and facilitate problem resolution despite the inadequate performance of the brokerage concept, adopted to service transportation, for ADCS. The children and parents involved in the dependency process benefit from this collaboration, quick communication, and obstacle resolution provided by these long-standing affiliations.

Voyager routinely collaborates with the company's providing FC and NPP services for ADCS. Often, Voyager learns of these companies' involvement through the clients or from an ADCS representative, rarely through the referral received.

Once apprised of their involvement in a case, Voyager initiates contact with the supporting company to collaborate and meet the needs of the case and family. Broadly speaking, Voyager has contact information and cooperative relationships with all

FC/NPP providers in the regions that Voyager serves. It is common that visit locations, times, needs, concerns, and changes

A v a i l a b l e

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

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 are best communicated between company administrators. It is also common that Voyager attends TDM’s/Care Team

Meetings to offer any insight the team may need.

Most of the cases involving domestic violence require some form of countersurveillance or evasion training to ensure that visitation locations or individual's residences are not revealed. As this need arises, Voyager staff are uptrained to the case mission goals and requirements. Voyager works with private security entities and employs subject matter experts that assist in this training. When working with individuals actively evading detection, Voyager takes precautions to ensure that Case

Aides do not divulge this information through their actions in merely conducting business. Voyager has worked with multiple domestic violence prevention agencies to assist with court ordered visitation where these tactics are utilized to ensure the safety of children and parents. Recently, Voyager worked with Hope Women’s Shelter. To prevent any interruption in services while prioritizing safety. Voyager worked closely with domestic violence and homeless service providers where the mother had sought refuge. Voyager coordinated to move the visits to secure, hidden locations to ensure the safety of the children, mother, and staff. Voyager collaborated with the shelter to ensure appropriate security measures were in place for every visit. These measures included changing visit locations frequently, observation mitigation, counter tracking/surveillance techniques, evasion techniques, to thwart a physically abusive partner. This collaboration allowed

Voyager to provide uninterrupted services while safeguarding everyone involved in the situation.

On another occasion a family therapist was seeking to observe visitation with a family during a supervised visitation.

Voyager coordinated with the therapist and ADCS to acquire permission and eliminate logistical and legal barriers. After discussing with all parties, it was determined that virtual observation would be most advantageous for the therapist and family due to scheduling issues. Voyager was able to acquire the appropriate hardware to incorporate virtual observations of the visit with the therapist. The Case Aide successfully supervised the visit while observation occurred, the observations were successful and reported to be valuable to the therapist.

Voyager routinely collaborates with the Department of the Attorney General, ADCS, children's lawyers, CASA, psychologists, mental health providers, medical providers, educational support, recreation entities, social services agencies, military, law enforcement, physical therapist, tribal representatives/organizations, refugee advocates, etc... Voyager stands on its flexibility and agile nature, with a commitment to meet ADCS and clients family needs to help provide the quickest and most advantageous outcomes possible for the children of Arizona's dependency process.

End of Attachment 2-B

ATTACHMENT 5-B Supplement No. 2:

Part 2

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

Facility Location and Staffing Chart

End of Attachment 5-B