3-Attachment 12 Method of Approach_BPM006719_AMI EX.pdf

20 February 2025 AMI | ami.health | Reston, VA Page 1

AMI Expeditionary Healthcare, LLC Arizona Department of Administration

Solicitation No. BPM006719 Statewide Emergency Response Services and Solutions

ATTACHMENT 12 - METHOD OF APPROACH

CUSTOMER SERVICE

1. How will the Offeror service a Participating Entity’s account if awarded? Does each representative have access to the Participating Entity’s account information to best help them?

AMI Expeditionary Healthcare, LLC (AMI) provides shelter management services to Pima County. We have worked with them for three (3) years. We have a successful track record working with emergency management departments, government agencies, and NGOs in Arizona (AZ). Our team understands the State’s expectations with respect to communication. Our corporate Project Management Office (PMO) and site leads have mobilization models ready in the event of an emergency. They are empowered to act whenever needed.

AMI maintains access to networking opportunities with reception areas nationwide, enabling us to:

• Deliver full scope of services within 24 hours’ notice to proceed (NTP).

• Deploy sufficient resource needs including clothing, food, & support services.

• Share arrival and departure information promptly.

• Establish communication protocols for data sharing with clients & stakeholders.

2. Hours of operation if help is available via phone, a chat function online, etc. 8:00 am to 5:00 PM in EACH time zone would be preferred. Including an emergency contact with phone, email etc.

of whom to contact after hours. Include in the response if the Offeror has a dedicated phone line or staffing for government sales.

AMI assigns a Senior Program Manager (SPM) to lead emergency medical service events. Our manager coordinates with the Participating Entity’s lead when an emergency arises. There are no time zone issues.

If the emergency event requires medical services independently, the same SPM remains available to address the State’s needs.

3. Describe how Customer Service can assist a Purchasing Entity with finding sustainable and/or other products.

AMI maintains partnerships with local vendors and organizations in AZ to ensure uninterrupted access to services, regardless of the scope of work. We demonstrate our commitment to community involvement by engaging local vendors to oversee wraparound services including catering, laundry, sanitation, security, and waste management.

Based on our current work in Pima County, we have developed strategies for achieving cost savings and improving operational efficiency. Our track record proves we are good stewards of government funds, as government clients regularly cite us for significant efficiencies and cost savings.

20 February 2025 AMI | ami.health | Reston, VA Page 2

4. Describe the Offeror’s quality assurance measures for both orders and any other customer service-related quality assurance measures.

AMI complies with the federal rules governing client intake and support as established in 2 CFR §§ 200.403

– 405. All of our staff are credentialed and trained in compliance with local, state, and federal regulations.

Our team verifies that all staff meet the applicable standards of care. Our approach is based on standards that include:

• Accepted standard medical practice

• Federal & state child welfare standards

• Centers for Disease Control and Prevention (CDC) & Office of Refugee Resettlement (ORR) guidelines

• Continuous in-service training

• Site checklists & inspections

Our standard operating procedure (SOP) document number 1020-6025 outlines our policies and procedures for background checks. Our credentialing process ensures all staff meet AMI’s standards for security and compliance. Our criteria for passing background checks includes assessing the following:

• Criminal History

• Employment History

• Education

• Driver & Vehicle Record

• Credit Report

• Social Media Use

• Drug Screening Results

Data tracking is a key component of AMI’s quality assurance (QA) program and enables our clients to receive federal reimbursement. Our team’s data driven approach uses an innovative platform to track activities from intake to release. Key elements to our approach include:

• Conducting daily QA checks for accurate reporting.

• Generating daily reports for leadership about individuals under AMI’s care.

• Providing ad hoc reports as needed.

• Ensuring data integrity & security.

5. If there is an issue with an order placed or any other customer service issue, how are those addressed?

AMI has three (3) years’ aggregate experience providing services with a variety of partners in AZ including Local Emergency Management Departments. We maintain open communication with our clients to address concerns and resolve any issues. It is essential for us to:

• Coordinate with clients & stakeholders.

• Ensure information is shared promptly.

• Prepare for anticipated resource needs.

• Communicate with authorities, healthcare providers, & vendors.

Our procurement team confirms receipt of communication, timelines, and schedules for all deliveries. They ensure all vendor contracts include the required language and provisions in accordance with federal standards. They also collaborate with our logistics team to mitigate risks such as the failure to deliver medical items or equipment. This guarantees proper service delivery and predictability of services, allowing AMI to provide ongoing solutions to our clients.

20 February 2025 AMI | ami.health | Reston, VA Page 3

6. Describe Offeror’s return substitution policy that would apply if awarded a Master Agreement.

Forced substitutions will not be allowed. Explain how the Offeror notifies customers of an out-of-stock item(s) including if Offeror notifies customers about how the equivalent item compares to the out-of-stock item.

Not applicable. AMI provides medical staff and support services.

7. Describe the Offeror’s online ordering system that Purchasing Entities would use to create a profile, place orders, track orders and other functions the system could have. If there are other ways to order Products, indicate that as well including connecting to eProcurement systems.

8. What is the Offeror’s return policy?

9. Provide the following information: Company Representative(s), Main Point of Contact, Toll-free Number, and Email.

Company Representative(s): Richard Miller, and Thomas Kouloganis Main Point of Contact: Richard Miller Toll-free Number: N/A E-mail: richard.miller@ami.health

Thomas.kouloganis@ami.health

SUPPLY CHAIN AND LOGISTICS MANAGMENT

1. Describe in detail how your company will manage an awarded contract. Include the following at a minimum:

o Ongoing coordination of product availability and service turnaround o Training of staff regarding an awarded contract o New user account set-up

AMI maintains a reserve of qualified staff to scale operations for surge fluctuations or other emergent requirements. We recruit and deploy multilingual, culturally competent staff with Legally Processed Asylum Seeker (LPAS) experience. We prioritize local hires.

Our corporate PMO and local leadership supervise our medical staff in accordance with contract requirements. Our Program Manager (PM) is fully responsible for overseeing the contract’s management and has the authority to make all necessary decisions. Our PM serves as the primary point-of-contact (POC) for all administrative, financial, staffing, and logistical concerns.

mailto:richard.miller@ami.health mailto:Thomas.kouloganis@ami.health

20 February 2025 AMI | ami.health | Reston, VA Page 4

Some key points include:

• The State has access to our PM 24/7

• Our corporate PMO supports our PM

• We provide user-friendly dashboard to stakeholders with up-to-date information

AMI conducts required training for every staff member. These trainings include:

• De-escalation techniques: We train staff to use de-escalation techniques when confronted with contentious situations. We instill a non-threatening approach, providing the tools necessary to mitigate aggressive behavior & prevent violent interaction.

• Safety Protocols: We conduct an initial site assessment, document the site plan, & develop SOPs to cover all operations. This includes evacuation procedures, weather-related precautions, & medical emergency responses. We ensure all staff comply with OSHA & other safety regulations by embedding best practices into our SOPs. Our team requires training for all drivers at our sites.

• Health and Safety Plan (HASP): We employ full-time, OSHA qualified health & safety professionals who assess each worksite. Our team identifies issues of concern & develops policies to protect our staff & clients. We provide continuous support and periodic in-service training by qualified clinical & safety experts.

• Crisis Intervention Training (CIT): We train staff to deal with persons in crisis due to mental illness, addiction, PTSD, and other issues. Our team identifies problems early, applies de-escalation techniques, and gains control of volatile situations. Our staff has 24/7 access to medical & behavioral health practitioners who provide support & advice.

• Mandatory Training: AMI’s online training portal requires employees to pass assessments for health & safety, interpersonal communication, emergency situations, and legal issues. We require training for OSHA, the FEMA Incident Command System (ICS), the HEARTH Act, and other recognized, professional organizations. We conduct live, onsite training at all our sites.

AMI uses a culturally competent, trauma-informed approach to conduct all health evaluations. This ensures optimal health status and continuity of care for LPAS as they transition through our sites.

2. Describe how you intend to market an awarded contract, provide a specific marketing plan for an awarded contract.

A marketing plan is not applicable to an emergeny contract. We use our current recruiting method for all awarded contracts. We have a pipeline of qualified staff nationwide, and our HR team notifies them of all opportunities.

REPORTING

Participating Entities will have different needs when it comes to reporting. Describe Offeror’s reporting capabilities including customization (e.g., sales reporting, sustainability reporting, sustainable labeling available, usage reports, any other state reports needed by a Participating Addendum etc.)

AMI uses our platform to track site operations, case management, and health records. Our team coordinates with NGOs, County, and State agencies to support intake surge capacity. Our data collection and reporting processes are fully aligned with FEMA’s SSP requirements, capturing all 10 performance measures.

20 February 2025 AMI | ami.health | Reston, VA Page 5

Our custom-built dashboards provide real-time insights into critical metrics including:

• Live occupancy & room availability

• Number of transferred & placed occupants

• Current location

• Length of stay

• Language distribution

• Health status overview

• Country of Origin

• Other key metrics

Data Quality and Reporting:

We ensure data integrity with:

• Data QA checks

• Data validation processes

• Anomaly detection

Best Practices Model:

AMIs approach to data management exemplifies industry best practices. We provide our clients with best practice models that include:

• Real time access to information

• User-friendly visualization tools

• Customizable reporting options

• Scalable software to accommodate fluctuating demands

IMPLEMENTATION

Implementation of a Master Agreement, if awarded is vital to the Participating Entities. Describe in detail the Offeror’s implementation plan including an estimated timeline to include at minimum the following points:

1. Detailed specific information, resources, and assistance the Offeror will require from each Participating Entity to implement the Participating Addendum.

Our leadership meets timelines using internal resources and established vendors. This process includes:

• Mobilizing our Human Resources (HR) Department for conditional onboarding of qualified staff.

• Issuing contingency purchase orders for pharmaceuticals, vaccines, consumables, & equipment.

• Refining the plan so our team quickly ramps-up & commences operations upon award.

AMI deploys on-site key personnel to facilitate the integration and oversight of our team. This approach is crucial to reducing ambiguity and ensuring effective training occurs. Our HR team onboards staff within 24 hours. We offer flexible staffing models to meet the needs of our clients. We have proven experience meeting the daily needs of our clients by adapting to changing dynamics.

20 February 2025 AMI | ami.health | Reston, VA Page 6

2. Describe how soon from execution of a Participating Addendum the online ordering system will be available to each Participating Entity. If a phased implementation is planned in terms of limited functionality vs. complete functionality, please specify.

AMI ensures readiness in advance of NTP. The graphic below provides a snapshot of the implementation process.

3. Describe in detail the Offeror’s experience when implementing customer relationships of equivalent size and complexity.

Contract Title: Pennsylvania Statewide Vaccinations Contracting Agency: Pennsylvania Emergency Management Agency (PEMA) Period of Performance: 02/2021 – 6/2022

• Planned, mobilized, operated, & de-mobilized static & mobile vaccination clinics.

• Established & operated mass & mobile vaccination clinics.

• Operated 28 Intermediate Unit (IU) vaccination clinics across PA to vaccinate teachers, faculty, & support staff within the Pennsylvania Department of Education (PDE).

• Mobilized operations in 5 days.

• Vaccinated over 112,000 PDE employees averaging 1,000 vaccinations a day at several clinics within 30 days.

• Established & operated a community-based vaccination clinic (CBVC) at the Bryce Jordan

Center on the Penn State University campus.

o Administered over 3,000 vaccinations per week.

• PEMA issued additional task orders to AMI for establishing & operating COVID-19 Mobile Vaccination Teams.

o Deployed mobile teams to vaccinate socially vulnerable individuals & targeted groups in

PA.

• Administered over 123,000 vaccinations.

Finalize site negotiations

Recruit and Onboard Staff

Budget determination Site activation

Medical Intake & Services

Medical Logistics

Initiate operations within 24 – 48 hours

NTP MOBILIZATION OPERATIONS

MAINTAIN STAKEHOLDER COORDINATION & COMMUNICATION

20 February 2025 AMI | ami.health | Reston, VA Page 7

4. Describe any customization abilities for different States or political subdivisions within a

Participating Entity.

Contract Title: Pennsylvania Statewide COVID-19 Testing – 66 Counties Contracting Agency: Pennsylvania Department of Health (PA DOH) Period of Performance: 9/18/2020 – 12/9/2022

• Provided turnkey COVID-19 testing services to the PA DOH.

• Deployed five (5) mobile testing teams to conduct PCR and antigen POC COVID-19 testing at locations assigned by the PA DOH.

• Managed procurement, logistics, staffing, HR, travel, accommodations, clinical oversight, monitoring & evaluation, information technology, & training.

• Conducted specimen lab testing at PRL & PA DOH laboratories.

• Established a field PMO to oversee five (5) mobile testing teams.

• Conducted 450 PCR COVID-19 tests per day, per team, for a total of 2,250 tests per day across the project.

Offerors are encouraged to include value-added solutions that may improve or enhance a Participating Entity and Purchasing Entity’s use of the Master Agreement, including products, services or both offered, if awarded.

AMI services are delivered on time, at scale, and within budget, making us a valuable partner for AZ. We have extensive experience with emergency preparedness and rapid response, including shelter management.

We understand the challenges of operations at the local and state level. We bring stakeholders together from various agencies and organizations to collaborate effectively. Our goal is to facilitate discussion, reduce confusion, avoid duplication of efforts, and instill a whole community approach to problem solving.

AMI provides immediate benefits to our clients including:

• Proven track record of managing emergency shelter operations

• Robust national staffing network

• Multi-tiered clinical & operational governance

Our long-term solutions offer:

• Seamless care for all medical needs

• Surplus of resources across project sites

• Oversight of all aspects of operations

• Accurate data collection & reporting

• Effective collaboration with stakeholders

Our emergency medical services include:

• Experience with ICS & National Incident Management Systems (NIMS)

• Clinical oversight

• Rapid deployment

• Customized medical solutions

• Testing & vaccination services

• Hospital operations management

• Medical supply chain & procurement

• Mobile clinics, isolation centers, & alternate care facilities

• Sustainable outbreak response

• Mobilization & demobilization for local sustainability

• Case management support

20 February 2025 AMI | ami.health | Reston, VA Page 8

SCENARIOS

Here are 3 scenarios (Scored).

Please provide the method of approach solution to these scenarios. Detailed any risk/assumption in your response.

Enter the pricing info in the pricing sheet.

Scenario #1 Deploy and staff a self-sustaining base camp with wrap-around services (feeding, sanitation, medical, shelter, security, etc.) to Whetstone, AZ (Cochise County) capable of sustaining 1000 persons per day for 3 Months.

AMI has extensive experience establishing and managing temporary medical and humanitarian support facilities in challenging environments. We deploy self-sustaining base camps with wrap-around services, including catering, sanitation, medical, shelter, and security. Our approach includes:

Robust Medical Services: On-site medical care, including primary healthcare, emergency response, maternal and pediatric care, vaccinations, and mental health support.

Security & Risk Mitigation: Coordination with local law enforcement, private security firms, and federal agencies.

Supply Chain Management: A structured procurement system to maintain consistent resupply of medical and non-medical consumables.

Interagency Collaboration: Working with state and federal agencies (e.g., FEMA, HHS, CBP) to ensure alignment with border operations.

Risk Assessment: Operating in Whetstone, AZ, a border city, presents unique risks and challenges:

• Environmental & Logistical Risks:

o Extreme Climate Conditions: The Arizona desert environment presents risks of dehydration, heat exhaustion, & dust-related respiratory issues.

o Supply Chain Constraints: Ensuring timely delivery of food, medical supplies, & water will require established vendor agreements & contingency planning.

o Shelter & Sanitation Capacity: Maintaining hygiene & disease control within a high-density camp environment is critical.

• Medical & Public Health Risks o Communicable Disease Spread: Increased risk of tuberculosis, respiratory infections, flu, & gastrointestinal illnesses due to close quarters living.

o Mental Health Challenges: Trauma, stress, & pre-existing psychological conditions require behavioral health support services.

o Maternal & Pediatric Care: High likelihood of pregnant women & children requiring obstetric & pediatric care.

• Assumptions:

o Population Characteristics: The shelter population will consist of a mix of individuals, including families, unaccompanied minors, and adults with varying health conditions.

o Access to a nearby hospital for emergency medical evacuations.

o Duration & Scalability: The base camp will be operational for 3 months with the capacity to scale based on need.

20 February 2025 AMI | ami.health | Reston, VA Page 9

To sustain 24/7 operations with 12-hour shifts, we suggest the following staffing model:

POSITION DAY NIGHT ROLE & RESPONSIBILITY

Project Manager 1

Manages contract requirements & communication

Deputy Project Manager

1 1 Serves as intermediary between different organizations to facilitate communications, collaboration, & coordination

Physician 1 1 Conducts comprehensive medical exams on-site & supervises RNs, MAs, & Paramedics

Nurse Practitioner 2 2 Conducts comprehensive medical exams on-site & supervises RNs, MAs, & Paramedics

Registered Nurse 8 5 Provides initial health assessment, basic medical care, tests, vaccinations, mental health support, & maternal/child health

Paramedic 5 3 Performs triage, first aid, & life-saving care

Medical Assistant or Admin

8 3 Manages intake & paperwork.

Administers basic first aid & vital sign assessments.

Medical Logistician 2 1 Receives & manages supplies.

Additional Support Roles:

• Behavioral Health Specialist (2 for day): Provides mental health screenings, trauma support, and crisis intervention.

Operational Plan:

• Phase 1 – Mobilization (Week 1-2) o Site selection & land preparation o Deployment of shelter, sanitation, & medical infrastructure o Initial supply chain setup & staffing

• Phase 2 – Implementation & Service Delivery (Months 1-3) o Full operational capability with daily medical care, security, & logistics o Continuous monitoring & risk assessment o Disease surveillance & public health interventions

• Phase 3 – Demobilization (Final Weeks) o Gradual scale-down of services based on need o Transfer of care to permanent health facilities o Site decontamination & closure

Scenario #2 Deploy and staff a Point of Dispensing (POD) Facility with helicopter operations and high-profile trucks for delivery, and warehousing in Kayenta (Navajo County) that will sustain the area residents after a devastating flood. Basic supplies would be supplied by FEMA in pallets (food, water, portable generators, toiletries, blankets, cots, etc.) from their distribution centers.

Not applicable.

Scenario #3 Deploy and set-up a Temporary Support Center (power, communications, morgue) after a devastating fire sweeps through the City of Welton (Yuma County).

Not applicable.

20 February 2025 AMI | ami.health | Reston, VA Page 10

Customer service