4-RFP 26-08 Personal Emergency Response System (PERS) Services.docx

MONTGOMERY COUNTY DEPARTMENT OF HEALTH & HUMAN SERVICES

Montgomery County RFP 26-08 Department of Health and Human Services, Office of Aging Services (OAS) Personal Emergency Response System (PERS) Services Introduction Montgomery County is located approximately twenty miles west of Center City Philadelphia, PA. Governed by a three-member Board of Commissioners, the County government is a large diverse organization whose mission is to provide quality services in an efficient and cost-effective manner.

Montgomery County, with nearly 861,000 residents, is the third most populated county in the Commonwealth of Pennsylvania. Some of the services the county government provides its citizens include health and human services, a highly regarded community college, an outstanding park and historic site system, and a judiciary recognized as one of the Commonwealth’s finest.

The Montgomery County Department of Health and Human Services (HHS) offers a full continuum of services to ensure the health, safety and well-being of county residents. The Department serves children, families, young adults, adults and older adults through its offices which include: Children and Youth, Community Connections, Drug and Alcohol, Early Learning Resource Center, Housing and Community Development, Mental Health/Developmental Disabilities/Early Intervention, Public Health, Aging Services, Managed Care Solutions, and Veterans Services. Strategic Offices for the Department support dissemination of important health information and quality and compliance. HHS is fully integrated to provide seamless, coordinated care delivery all focused on enhancing the health and well-being of the residents of Montgomery County.

Montgomery County Office of Aging Services (OAS) procures Personal Emergency Response Systems (PERS) services to support older adults in their home by filling in the gaps of care and supervision provided by informal support or to provide service when no alternative exists. These services are targeted at the neediest older adults in Montgomery County by medical and economic status.

Scope of Work Purpose The purpose of this RFP is to provide interested applicants with information that enables them to prepare and submit proposals for consideration by OAS to satisfy the need for PERS services for residents of Montgomery County enrolled in the OPTIONS program. PERS services, defined as an electronic mobile device which allows single touch support for emergency services, are installed and maintained in the older adult’s home in the event of a fall or other medical emergency.

Service Description A PERS is an electronic device which enables eligible consumers to receive help in the event of an emergency. PERS services are limited to consumers who live alone or are alone for significant parts of the day, are significantly at risk for falls, have no regular caretaker for extended periods of time, or live with an individual who may be unable to promptly call for help in the event of an emergency. The consumer shall be capable of using this device to be eligible.

Eligibility for OPTIONS program services, including PERS services, shall be established based on a comprehensive needs assessment, known as a NAT, performed by OAS’s care management team. The OAS care manager will be responsible for the subsequent development of the care plan to address individual needs. The care plan is developed with the input of the older adult, lists formal service needs, and identifies which needs may be met through available informal support. The older adult will determine which agency is their preference to provide PERS services with support from their care manager. The consumer will direct their own care as much as possible depending upon their abilities and the confines of the OPTIONS program. All PERS services provided must be consistent with the care plan and service order authorized by OAS.

Service Area Contracted PERS agencies are required to provide service throughout the entirety of Montgomery County.

Service Authorization and Termination Authorization OAS care managers will order contracted services initially by sending an email to the provider agency. The email will provide basic information on an older adult in need of PERS services. More information about the referral is found in Co-Pilot, once the service order is accepted. The provider agency will respond within 2 business days via email to notify the OAS care manager as to whether they can or cannot fill the service order. If no response is received, the care manager will move to the next available provider in the interest of serving older adults in as timely a manner as possible. The provider will have 7 calendar days to complete installation and setup of PERS services in the consumer’s home. The provider will email the assigned OAS care manager when services have been installed and are operational.

OAS will evaluate the older adult’s need for services periodically. This may change the services ordered. Providers must review new service orders in Co-Pilot and adjust services provided when notified. Service orders will be obtained by a provider and relayed via Co-Pilot only. Termination of service requests from OAS and other urgent communications are provided via email.

Termination

When a provider determines there is risk for discharge from service for any reason the OAS care manager will be contacted via email for discussion. If it is determined that the older adult must be discharged from service, then the provider will deliver oral and written notification to the client, responsible party and OAS care manager at least 10 business days prior to discharge.

When an older adult or responsible party notifies a provider that they wish to terminate service, this must be communicated to OAS as soon as possible. Notice to OAS must be provided within 5 business days following the date the provider was made aware of the request for termination of service.

Communication and Documentation

Communication

The provider will be expected to notify the OAS care manager via email when any incident involving the use of PERS services occurs. Notification should include the date and time the system was used and the outcome of the utilization if it is known. No change in service should be made without prior approval of OAS.

Notification of change in agency ownership, name or status must be made in writing to OAS contract manager 30 days prior to the change. Additionally, any change in leadership/primary contact, including but not limited to the authorized signer and witness, must be provided to OAS contract manager as soon as possible but no later than 14 business days following the change.

Documentation

Each provider will have a written policy pertaining to confidentiality and sexual harassment. All providers will have a policy to address personnel discipline, including the progressive consequences towards termination of employment.

Provider shall make available to OAS upon request all internal client records and files relevant to PERS service, appointment records, employee records, communication logs, and provider policies/procedures.

Compensation and Billing Procedure A Unit Price will be paid by the County to the provider for services during the term of the Agreement as follows:

The unit price includes all costs required to ensure compliance and/or fulfillment of the PERS service requested. The following is included in the monthly unit price:

· Response to consumer testing and provider testing

· Repair/replacement/maintenance

· 24-hour staffing by trained operators of the emergency response center 365 days per year

· Self-auditing and quality control

· Installation in the consumer’s home, including any needed phone jack modifications and devices

· Two-way voice communication

· An average range, waterproof, portable help button

· The ability to self-test on-line status of all functions

· Inactivity timer

· Fall detection sensor

· For use with cellular or landline

Personal Emergency Response System (PERS) = $30.00/month OAS will make payment to the provider only for services authorized by care managers. Only services verified by the service order may be billed to OAS. Records must be available upon request and if records fail to be available or supportive of billing, OAS will retrieve funds billed for those months of service which are unverified.

Provider will not be paid for services provided to older adults outside of Montgomery County without prior approval by OAS care manager. Provider will not be paid for services provided by an individual not employed by the specific contracted provider. Services provided by an individual compensated by the provider’s franchise and not the specific contracted provider will be deducted from billing. All providers must be an Agency Employed Model and as such the staff must be paid by the provider.

All billing issues including discrepancies, billing data deficiencies, missing consumers in Co-Pilot and incorrect rates should be addressed to the consumer’s care manager for resolution. All inquiries should be made to the care manager and copied to the care manager supervisor via email.

The provider will electronically submit to OAS a detailed invoice indicating actual costs for services provided in the previous month by the 15th of the following month. Invoices shall be prepared in the Co-Pilot systems as required by OAS and shall be accompanied by such forms required for accurate program reporting.

Unusual Incident Reports

Unusual incident report submissions will follow HHS and Aging Services policies. Unusual incident reports will be entered into the Montgomery County HHS Portal within 24 hours of the adverse event or the next business day. Submission of an unusual incident report is not a substitute for a report of need (RON) under the Older Adults Protective Services Act (OAPSA). In addition, the record of unusual incident events must be maintained in the consumer file and/or within another tracking record as directed by the agency incident management policy. Please direct questions pertaining to the HHS Portal - Incident Reports - to the following email address: MCOSSincidents@montgomerycountypa.gov.

Insurance Please note that a certificate of insurance must be forwarded annually to OAS Contract Manager listing OAS as a holder.

Monitoring Providers will be expected to cooperate fully with Montgomery County Health and Human Services staff as they perform programmatic and fiscal monitoring. Provide access to agency records as permitted under OAPS regulations. On-site visits for this purpose may take place as needed. Monitoring visits may be unannounced. All external monitoring/reviews will be forwarded to the OAS Performance and Planning specialist for review.

Non-compliance A payment of up to $200.00 per occurrence of noncompliance will be assessed. This includes, but is not limited to, non-compliance with providing requested monitoring paperwork within the timeframe provided and failure to report billing by the 10th of the month following service. The $200.00 per occurrence fee may be assessed monthly when billing is not submitted timely.

Forms Provided (electronic)

· Agency Profile and Contact Sheet

· Price Certification Form for In-Home Services Requirements Hiring and Staffing All PERS contractor staff, volunteers, owners and office staff performing work under the contract require a PA State Criminal Record Check at the time of hire or within one year immediately preceding the date of the application. An FBI Background Check will be completed if the staff member has resided outside of the state of Pennsylvania in the last two (2) years. If the potential employee cannot provide verification that they were a Pennsylvania resident for the past 2 years or if information presented on the application or during the interview process calls their residence as Pennsylvania for the past 2 years into question, then a federal criminal history record check must be pursued and obtained.

Providers will verify at time of hire, and annually thereafter, that their staff are not under suspension or debarment by the Commonwealth, any other state or the federal government. This verification will include a comparison through The Office of Inspector General’s List of Excluded Individuals and Entities (LEIE), Medicheck, and SAM.

It is strongly recommended that a PA Child Abuse History Clearance be obtained if recurrent contact with minors occurs in contracted work. It is recommended that criminal background and child abuse checks occur every 5 years. Documentation of the record checks must be kept on file and available for review by OAS staff.

The provider shall not provide services under this agreement to any of its own employees, officers, directors, owners, agents, or to any individual who holds any formal or informal role, position, or decision-making authority within the organization. Services may only be provided to eligible consumers who are independent of the provider and have no employment, contractual, or governance relationship with the provider.

Personnel records must be maintained and contain the following: job application, orientation, annual performance evaluations, face to face (in-person or virtual) interview date preferably with summary, two satisfactory references, PA State Criminal Record Check, PA Child Abuse History Clearance if applicable, copy of driver’s license or ID, date of hire and signed confidentiality agreement.

Regulatory All applicable federal, state and local regulations will be adhered to. All PERS units shall be certified as meeting applicable standards for safety and use including as outlined in the National Electric Code, NEC requirements. All applicable Aging Program Directives will be adhered to.

Metrics and Outcomes Mandated data elements will be entered into the Montgomery County HHS Portal no later than 30 days after the end of the service period. Additional reporting may be required. Failure to satisfactorily complete the invoice and submit data by the due dates may result in payments being withheld and/or non-compliance fees being levied.

Key Performance Indicators (KPIs) are essential for effective program evaluation. Key Performance Indicators are required to be reported annually.

KPIs/Objectives:

· Timeframes

· ≥90% of accepted service orders initiate installation of services within 7 calendar days; exclusions permitted for documented consumer-driven delays/refusals, hospitalization/institutionalization or death.

Information Technology Providers are required to utilize encryption services for all electronic communications containing personally identifiable information. Standard Microsoft encryption services are utilized by OAS.

Data may be shared across HHS offices in accordance with all applicable regulations and guidelines.

Data

· Montgomery County Health and Human Service is the sole owner of the data contained within this RFP and any and all reports requested. No additional fees will be assessed by contractor for full download of data collected.

Confidentiality

· The Contractor agrees to protect the confidentiality of the County’s confidential information.

· The Contractor shall not use or disclose any information about a recipient receiving services from, or otherwise enrolled in, a County program affected by or benefiting from Services under the Contract for any purpose not connected with the Contractor’s responsibilities, except with consent pursuant to applicable law or regulations. All material associated with direct disclosures of this kind (including the disclosed information) shall be provided to the County prior to the direct disclosure.

· Compliance with Laws. Contractor will comply with all applicable laws or regulations related to the use and disclosure of information, including information that constitutes Protected Health Information (PHI) as defined by the Health Insurance Portability and Accountability Act (HIPAA).

Data Breach or Loss

· The Contractor shall comply with all applicable data protection, data security, data privacy and data breach notification laws, including but not limited to the Breach of Personal Information Notification Act, Act of December 22, 2005, P.L. 474, No. 94, as amended, 73 P.S. §§ 2301—2329.

· For Data and Confidential Information in the possession, custody, and control of the Contractor or its employees, agents, and/or subcontractors:

· The Contractor shall report unauthorized access, use, release, loss, destruction or disclosure of Data or Confidential Information (“Incident”) to the County within one (1) hour of when the Contractor knows of or reasonably suspects such Incident, and the Contractor must immediately take all reasonable steps to mitigate any potential harm or further access, use, release, loss, destruction or disclosure of such Data or Confidential Information.

· The Contractor shall provide timely notice to all individuals that may require notice under any applicable law or regulation as a result of an Incident. The notice must be pre-approved by the County. At the County’s request, Contractor shall, at its sole expense, provide credit monitoring services to all individuals that may be impacted by any Incident requiring notice.

· The Contractor shall be solely responsible for any costs, losses, fines, or damages incurred by the County due to Incidents.

· As to Data and Confidential Information fully or partially in the possession, custody, or control of the Contractor and the County, the Contractor shall diligently perform all of the duties required in this section in cooperation with the County, until the time at which a determination of responsibility for the Incident, and for subsequent action regarding the Incident, is made final.

Sensitive Information

· The Contractor shall not publish or otherwise disclose, except to the County or the Contractor’s subcontractors and except matters of public record (which is to be determined entirely in the discretion of the County), any information or data obtained hereunder from private individuals, organizations, or public agencies.

Contract Period with Option to Extend The term of this contract shall be for an initial three (3) years commencing on July 1, 2026 through June 30, 2029. The contract may, by mutual assent of the parties, be extended for two (2) additional one (1) year periods or portion thereof, up to a cumulative total of five (5) years based on availability of funding.

Proposal Submittal Offeror must submit their Proposal electronically through the Bonfire Portal. In addition, a current W9 and completed Appendix “A” document must also be uploaded as separate documents.

Questions All questions related to this Request for Proposal are to be submitted through the Bonfire Portal.

RFP Response Narrative Format Template

Introduction The format that follows is to be used in preparing your proposal in response to the RFP. The applicant’s operations, plans, capabilities, and prior experience are of primary interest to Montgomery County Department of Health and Human Services, Office of Aging Services. The completed proposal must follow the format shown and may not exceed 12 pages, excluding title page and requested attachments.

Title Page: showing RFP number, due date and time, proposer name, address, telephone number, contact person, email address, and EIN number.

Background Statement and Prior Experience

1. Provide a brief (no more than one page) description of the applicant’s business, including:

a. History and future plans

b. Vendor size

c. Vendor financial stability (include copy of most recent audit as an attachment)

d. Number of years in business

e. Provider Identification (EIN)

f. Corporate name and address

g. Contact person(s) name, telephone number and email

2. Describe the agency’s broad purpose for serving its community as stated in its mission statement and the goals it hopes to achieve.

3. Provide an overview of the services your agency currently delivers.

4. Describe your prior experience providing PERS services.

Service Description

1. List the service and devices you will provide under this contract.

2. List any other services offered by the agency and describe how they relate to the service being bid on.

3. Affirm your ability to provide services throughout the entirety of Montgomery County.

4. Discuss how you will provide services to individuals and families in a culturally sensitive manner and how you will deliver services in the individual’s language.

5. Discuss how you will successfully administer PERS services addressing the following components?

a. Acceptance of referrals and timeframe for installation.

b. Use of Co-Pilot system for accessing service orders.

c. Termination of services and timeframes required.

d. Communication of PERS use and summary of incidents.

6. Affirm your ability to meet all components required per monthly unit price:

a. Response to consumer testing and provider testing

b. Repair/replacement/maintenance

c. 24-hour staffing by trained operators of the emergency response center 365 days per year

d. Self-auditing and quality control

e. Installation in the consumer’s home, including any needed phone jack modifications and devices

f. Two-way voice communication

g. An average range, waterproof, portable help button

h. The ability to self-test on-line status of all functions

i. Inactivity timer

j. Fall detection sensor

k. For use with cellular or landline Agency Organization

1. State the name and position of any staff who will perform work under the contract including the staff person who will have ultimate responsibility for the contract if the applicant is successful.

2. State the names of the authorized signer and witness and include their title and email address.

3. Describe your recruitment, training and supervision processes.

a. How will you manage staff hiring and volunteers, background checks, and suspension/disbarment checks?

b. How will you ensure services are not provided to an individual with a formal or informal role within your organization?

c. How will you maintain personnel records as required?

4. Describe your program components.

a. What are your hours of operations?

b. Where will your staff be located?

c. What staff will be available to assist with this contract? Please be specific in regards to number and job position(s).

5. What is your record retention policy, what is contained in a typical record, and do you keep paper and/or electronic records?

6. Describe your internal policies for confidentiality, sexual harassment, and progressive discipline.

7. Submit as an attachment - an organizational chart, clearly indicating lines of authority among all positions and full time or part time designation.

8. Submit as an attachment - a copy of job descriptions for all positions to be covered under this contract, stating skills, qualifications, training and experience required, and listing the duties and activities of the position.

Communication, Fiscal, Cost Proposal/Budget, Invoicing, and Data Reporting

1. Describe how your agency will utilize encryption services for all electronic communications noting personally identifiable information.

2. Describe how your agency will ensure a program invoice, supplied by OAS indicating actual costs for services, is provided by the 15th of the month following service?

3. Describe how your agency will ensure required data will be entered into the Montgomery County HHS Portal no later than 30 days after the end of the service period?

4. Describe procedures to be followed to ensure accurate and timely reporting and invoicing to the county. The county will supply the invoice format.

a. Include drawing down other funding sources as a priority to offset expenses prior to the use of county funding (if applicable)

b. Include accounting process to manage separation of funds for each contracted service (if applicable)

c. Include data collection processes to mitigate the risk of duplicate reporting.

5. Describe how your agency will track and annually report the KPI noted in the contract.

6. Describe how your agency will meet data requirements, maintain confidentiality, manage data breaches, and handle sensitive information. Describe your plan for compliance if needed.

7. Submit as an attachment – Agency Profile and Contact Sheet

8. Submit as an attachment – Price Certification Form for In-Home Services

9. Submit as an attachment – most recently available audit report and/or annual report with breakdown of revenue sources and budgets

10. Submit as an attachment – current certificate of liability and worker’s compensation insurance listing the Office of Aging Services List of Attachments to be Submitted

1. Organizational Chart

2. Job Descriptions

3. Agency Profile and Contract Sheet

4. Price Certification Form for In-Home Services

5. Most recent audit report, Yellow Book audit required if recipient of $750,000 or more in Federal Funding per Generally Accepted Governmental Auditing Standards.

a. If a Yellow Book audit is not applicable, the most recently available Annual Financial Audit, including breakdowns of revenue sources, expenditures and budgets, is required.

6. Current Certificate of Insurance Coverage (Liability and Worker’s Compensation) listing Montgomery County Office of Aging Services, PO Box 311, Norristown, PA 19404-0311 as a holder.

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