AAK_BAFO.pdf

Solicitation Instructions Part 2

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SECTION 2-D: Offer Forms, Attachment 3-A Page 40 of 57 2 i l a b l e 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 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.

All About Kids Staffing and Workforce Management Plan

To ensure consistent fulfillment of staffing requirements and maintain optimal staff capacity for parents and children we have comprehensive and proactive workforce management in place. It is designed to meet the evolving operational needs Parenting Time parents and children, address any staff turnover—including among Key Personnel—and ensure uninterrupted service delivery.

Ongoing Staffing and Capacity Management

Workforce Planning:

We maintain a dynamic staffing matrix aligned with contract deliverables and built-in contingency capacity to absorb fluctuations in workload or unexpected absences agency on call Parent Time staff will be able to assist with absences.

Weekly Capacity Reviews:

Regular reviews of staff utilization, workload distribution, and performance metrics enable timely adjustments, whether through reallocation or preemptive recruitment. This will help us in requesting new Parenting Time cases on Wednesday and Friday.

Cross-Training Strategy:

Parenting Time Aides are supported through cross-training to ensure operational continuity and minimize reliance on individual personnel.

Responsiveness to Contractual and Operational Requirements

Dedicated Contract Manager:

All About Kids Administrator acts as the primary liaison with the State, ensuring rapid responsiveness to scope changes or urgent needs.

Scalable Staffing Models:

All About Kids employ flexible staffing strategies, including access to a pre-vetted candidate pool and partnerships with external staffing agencies, allowing us to scale as needed. We have a networking pool of Direct Care Staff from groups homes that are cross trained and qualified to assist with Parenting Time visits.

Performance Monitoring and Reporting:

Real-time dashboards and monthly performance reports enable proactive management and ensure transparency with ADCS on numbers of cases we can take weekly.

https://procure.az.gov/bso/

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SECTION 2-D: Offer Forms, Attachment 3-A Page 41 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Staff Turnover and Continuity Plan for Key Personnel

Turnover Rate:

Our annual staff turnover rate was 9.3%, which is below the industry average for comparable roles We are able to provide our staff members with agency vehicles to conduct.

Succession Planning:

All Key Personnel have documented succession plans, including designated, qualified backups to ensure service continuity.

Knowledge Transfer Protocols:

In cases of separation, we initiate a structured transition process, including comprehensive handover documentation and training to preserve institutional knowledge.

All About Kids Recruitment Process and Retention Strategy

Recruitment Process:

• Needs Identification: Based on current capacity and future workload projections.

• Sourcing: Internal promotions, job boards (e.g., Indeed), social media outreach, university partnerships, employee referrals, and job fair participation.

• Screening & Interviewing: Structured interviews focused on both technical skills and cultural fit.

• Onboarding: Streamlined onboarding to ensure new hires are operational within one week.

Time-to-Hire:

Average of 21 business days from job posting to onboarding.

Retention Strategies:

• Competitive compensation and tiered merit-based raises (after 30 days, 90 days, and annually)

• Health/dental/vision benefits for staff working 32+ hours, beginning after 90 days

• Ongoing training, certifications, and workshops to promote professional growth

• Flexible work arrangements and employee wellness initiatives

• Clear career advancement pathways, such as promotion from Parenting Time roles to Team Lead positions

Current Staffing and Transition Strategy

We currently employ 17 staff to conduct Supervised Visits. These team members will transition into Parenting Time roles, supported by a structured training program designed to meet contract requirements and build essential skills.

To ensure continuity:

• A Supervised Visits Schedule will be transitioned into Parenting Time scheduling

• Staff training programs will include ongoing workshops, seminars, and online professional development

• Employees are provided with agency vehicles to reduce personal burden and improve satisfaction

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SECTION 2-D: Offer Forms, Attachment 3-A Page 42 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Additional Retention and Growth Initiatives

• Merit-Based Pay System:

Parenting Time staff start at $18–$20/hour, with raises after 30 and 90 days. Team Leads earn $20–$22/hour, also with step-based increases and annual performance reviews.

• Internal Mobility:

Group Home staff are encouraged to transition into Parenting Time roles, offering them more flexible schedules and career variety.

• Talent Sourcing Channels:

We leverage a diverse recruitment strategy that includes:

• Job fairs

• Community College Career Centers

• Word-of-mouth referrals

• Online platforms like Indeed

• Strategic outreach through community partnerships

• Talent

Conclusion

All About Kids staffing strategy is rooted in proactive planning, effective recruitment, and ongoing retention efforts. We are committed to maintaining high-quality service delivery through:

• A strong talent pipeline

• Low staff turnover

• Dedicated succession planning for Key Personnel

• Ongoing professional development and employee engagement

This comprehensive approach ensures that we are fully prepared to meet or exceed the staffing requirements of this contract—today and into the future.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 43 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Offeror Response:

Click here to enter your response.

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?

All cases are tracked and reviewed daily in Excel. Each day, an existing case is reviewed by the scheduler and administrator to determine if the parent visit takes place or not. If it does not take place, the DCS case manager is notified by email or phone about the weekly status of the new referral or existing case by the scheduler. Using Excel for case tracking offers several benefits, including the ability to easily organize and sort data, making it simple to monitor the progress of each case. Excel's built-in formulas and functions allow for efficient data analysis, helping identify trends or issues that may require attention. Additionally, Excel's customizable templates and charts provide a visual representation of case statuses, facilitating clear communication among team members.

Managing a new referral requires reaching out within 24 hours to the parent, placement, and DCS Case Manager.

Attempt to schedule the visit within 3 to 5 days of receiving the referral. We will partner with the DCS case manager, DCS Case Manager supervisor, and Program Director to ensure we have extensively tried to get the visit set up.

To ensure accurate and timely communication and collaboration, we send weekly updates on any issues or concerns that arise with new or existing referrals to the DCS case manager.

Parenting Time Aides will have information pertaining to the visit, including all participating members and the location of the visits. The Parenting Time Aides process for documenting visits includes, but is not limited to, using the specific document provided by DCS, which will be electronically sent to the Agency Administrator. Parenting Aide will review DCS visitation guidelines with the parent(s) at the beginning of the visit and have the parent(s) sign it. Additionally, Parenting Time Aides will have parents sign a signature page confirming that the visit occurred at the end of the visit. Agency Administration will review the documents received via email. After all appropriate documents are completed, they will be uploaded to the Guardian. Documentation is archived securely for the appropriate amount of time. Following DCS guidelines ensures that visits are conducted in a safe and structured manner, providing a supportive environment for both parents and children. Adhering to these guidelines also helps maintain consistency across all supervised visits, ensuring that all parties involved have a clear understanding of their roles and responsibilities. Furthermore, compliance with DCS guidelines is crucial for legal and regulatory purposes, helping to protect the rights and well-being of the families served.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 44 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

All About Kids staff provides supervised visitation services to support DCS. Staff is trained in becoming a mandate reporter, providing training on parenting time, transportation and documentation. Addition training includes filling out incident reports If they were to occur. A training from Phoenix Children’s hospital in proper car seat training. Staff are trained in safely transporting client to and from visit with parents. Staff members are trained in ensuring all contact occurring during the visit between child and parent is within staff hearing and sight at all times. Staff members are trained in observing, monitoring and assessing the client parenting skills and provide intervention and coaching as needed. Staff members are trained in assisting and help client cope with their feelings in order to assist them on the visit. Staff members are trained to enter documentation into DCS Guardian.

Question 3: Describe your process for communication with the State specific to contract administration, including but not limited to, personnel changes, updated agency information, VPR related issues and general communications. Identify any key roles or points of contact.

Offeror Response:

All About Kids: Contract Administration and Communication Protocols

At All About Kids, our approach to contract administration is built on transparency, responsiveness, and accountability. We have developed a structured process to ensure all communication with the State is timely, well-documented, and routed through appropriate channels. Below is a comprehensive outline of our communication protocols, covering personnel changes, agency updates, Vendor Performance Reporting (VPR) issues, and general correspondence.

Key Roles and Points of Contact

• Parenting Time – Primary Point of Contact Responsible for all contract-related communication with ADCS, including compliance, deliverables, amendments, and reporting.

Michael Noyd, Administrator Email: allaboutkidsaz@gmail.com Phone: 480-228-9510

• Administrative Support Specialist Manages documentation and correspondence, ensuring all updates are accurately archived and shared with the appropriate stakeholders.

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

• Project Manager (as applicable) Oversees day-to-day service delivery and acts as a secondary point of contact for operational matters.

Communication Regarding Personnel Changes

All About Kids will notify the ADCS within five (5) business days of any changes in key personnel affecting contract execution.

Each notification will include:

• Name and contact details incoming personnel that will be conducting the Parenting Time visits.

• Effective date of the change

• Updated organizational chart

• A transition plan to ensure continuity of parenting time services

Additionally, administrative staff will update personnel files and notify the relevant clients and case managers. Personnel records are monitored monthly to ensure compliance with licensing and contractual requirements.

Updates to Agency Information

If there are changes to agency details such as business address, legal entity, or banking information, we will submit:

• A formal notice via email

• An updated W-9 form (if applicable)

• Any supporting documentation (e.g., updated corporate filings)

These updates are directed to the State’s designated contract administrator or procurement officer.

Vendor Performance Reporting (VPR) Issues

All About Kids responds to VPR issues with urgency and professionalism. Our process includes:

• Acknowledging receipt of the issue within one (1) business day

• Conducting an internal review with Parenting Time staff

• Providing a written response within five (5) business days, or by the requested deadline, including:

o A summary of findings o Corrective actions taken or planned

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SECTION 2-D: Offer Forms, Attachment 3-A Page 46 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor o Preventive measures for ongoing compliance o A request to meet with ADCS to discuss continuous service improvement

We are committed to supporting families and addressing concerns in a constructive, solution-focused manner. Weekly staff meetings and bi-monthly issue reviews help ensure timely resolution and service continuity.

General Communications

For general inquiries and day-to-day correspondence:

• We respond to all State inquiries within two (2) business days

• A shared communication log tracks deadlines, statuses, and follow-ups

• Regular check-in meetings (monthly or quarterly) are requested to encourage proactive dialogue and aligned expectations

Compliance Monitoring and Quality Assurance

To maintain high standards and ensure smooth operations, we have implemented a proactive compliance framework that includes:

• Monthly internal audits of personnel files, verifying items such as:

o Driver’s licenses o Drug test results o Fingerprint clearance cards o CPR/First Aid certifications o Training completion o Seat Belt Training o Driving Safety

• Quarterly reviews to assess performance, address compliance gaps, and implement improvements

• Weekly staff meetings for alignment and continuity across teams ensuring documentation is uploaded into Guardian.

• Bi-monthly discussions to ensure we are providing effective Parenting Time delivery.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 47 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

Conclusion

All About Kids is committed to fostering a collaborative, efficient, and transparent relationship with ADCS. We strive for excellence in contract compliance, service delivery, and operational integrity. Our structured communication protocols and quality assurance practices ensure we meet and exceed expectations, supporting families with consistency and care.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 48 of 57 2

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.

• When our agency we receive the referral, our schedulers review it. Verify in Guardian if there are any restrictions on location and people who can attend. Coordinate a visit with the placement and parents.

Schedulers discuss what day and time work as well as the location of the visit. They discuss with placement any dietary restrictions. Scheduling information is documented and uploaded so that Parent Time Aides are equipped with the information on their visit. Schedulers monitor the visit to make sure parents and staff members arrive at the visit on time. This process ensures that all necessary information is gathered and documented for the visit, and that the visit is conducted smoothly and efficiently. It also helps to ensure that the parents and staff members are aware of any dietary restrictions or other important details that may impact the visit. Parenting Time Supervisors will continuously monitor notes and visits through one-to-one meetings and monthly staff meetings. Parenting Time Supervisors will constantly monitor notes to ensure accuracy and detail. They will provide feedback and guidance to staff members to maintain a high standard of care and support during visits. Regular evaluations and training sessions are conducted to ensure that all team members are equipped to handle any challenges that may arise. Parenting Time Supervisors will also provide feedback and guidance to staff to improve their note-taking skills and make sure that all necessary information is recorded. This will help us to maintain high standards of documentation and make sure that all visits are accurately recorded. In contract matters, we contact case workers and ensure notes are completed. Our agency provides comprehensive training programs on quality assurance and service delivery best practices. This includes regular workshops and seminars to keep team members updated on industry standards and effective service design strategies. Additionally, staff are required to complete ongoing professional development courses to ensure they are equipped with the latest skills and knowledge needed to maintain high-quality service across all referrals. We utilize a robust system of performance metrics and client feedback to continuously assess our service delivery effectiveness. Regular audits and reviews are conducted to ensure adherence to established standards, and we encourage open communication among staff to identify areas for improvement. Additionally, staff training sessions are held frequently to keep everyone updated on best practices and any changes in service updated on best practices and any changes in service protocols.

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SECTION 2-D: Offer Forms, Attachment 3-A Page 49 of 57 2

Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

• Upon hire, there is an orientation to review the dos and don’ts of visits which include how to set up for a successful visit which is not limited to the discussion regarding maintaining time management, grammatically correction errors in documentation, and ensuring you are the eyes and ears of the DCS. Parenting Time Supervisor tracks all staff in Excel to ensure compliance. Ensure that employees receive fifteen (15) hours of training within thirty (30) days of hire and every year. All training is recorded in Excel. Upon hire, there is an orientation to discuss the dos and don’ts of visits, which include how to set up for a successful visit. We continue to provide reviews of the documentation by having monthly one-on-one with staff. We review each component of a visit regarding proper pickup, engagement with placement and parents, and try to identify any roadblocks associated with their continued success as a parenting aide. To ensure time management mastery, we work closely with the new case aide daily until the case aide shows assertiveness to handle the task of arrival on time. We have also instituted shadowing existing case aides up to a week to ensure understanding of the processes to have successful visits.

• Agency goal is to foster a strong bond between the parents, children, caseworkers and placements. We help parents cope with their feelings. We work on providing a safe environment to build positive memories. Our staff members are trained to observe without judgement or biases. Our staff members are trained to actively listen, have empathy, practice clear communication and build thrusting relationships through consistent respectful interactions and by empowering parents to actively participate in parenting time. Staff members are trained in Crisis Prevention and Intervention. Staff members can de-escalate challenging situations. By working with others to stay calm. Take deep breaths and try to stay centered, aware, but, above all, calm. By remaining calm, we can help de-escalate challenging situations and influence nonverbally what others perceive and how they will react. Parent Time staff know how to use their body as a medium for expressing calm. They are trained to lower their tone of voice, use palm-up gestures, relax their shoulders, angle their body slightly, create spatial distance, relax their face, and even try smiling, if appropriate; use your eyes to communicate that you don’t want to antagonize. When the person is speaking, our staff will listen carefully to what they say, the words that they use, what they repeat, but especially what they say first. Words have meaning, and the primacy of words even more. No matter how illogical or emotional, our staff listen and acknowledge that you are receiving their message. In listening, we begin the important process of validation. If the situation is escalating and emotions are running high, our staff is trained in asking the parents to consider taking a break. There is nothing wrong with saying: “I need to step out. I will be back, but I need to think about what has been said.” Let the other party know you want to engage, but you are human also and may need to consider what has transpired thus far. This can help both parties to calm down and approach the situation more rationally. Our staff is trained to give positive feedback to the individuals who begin to de-escalate by relaxing even further, by further validation, by thanking them for considering solutions you may have proposed, by showing greater comfort around them. Our staff takes a desire and commitment to make things better. With some of the tips here and where possible some practice, it can be achieved with a little patience. Agency staff are trained to remain calm and empathetic as you seek to resolve the situation in a constructive manner

• We implement a comprehensive risk assessment process to identify potential hazards and develop strategies to mitigate them. This includes regular vehicle maintenance checks, driver training programs, and the use of advanced safety technologies such as GPS tracking and collision avoidance systems. Additionally, we conduct routine audits and inspections to ensure compliance with safety regulations and to proactively address any emerging risks. Our vehicle vetting process begins with a thorough inspection of each vehicle's mechanical

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Solicitation No. BPM006769

Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts

End of Attachment 3-A and safety features, ensuring they meet all regulatory standards. We also conduct background checks on the vehicle's maintenance history and perform regular audits to ensure ongoing compliance. Additionally, we use state-of-the-art technology to monitor vehicle performance in real-time, allowing us to address any issues promptly. We will pull staff’s driving record bi-annually to ensure no changes have occurred.

Agency goal is to foster a strong bond between the parents, children, caseworkers and placements. We help parents cope with their feelings. We work on providing a safe environment to build positive memories. Our staff members are trained to observe ...