After_Hours_Phone_Answering_Service_IFB_(24MC-SA004).pdf

March 14, 2024

INVITATION FOR BID

After Hours Phone Answering Service

IFB #24MC-SA004

You are invited to review and respond to this Invitation for Bid (IFB), entitled 24MC-SA004 After Hours Phone Answering Service. Potential Bidders are encouraged to download the solicitation package as well as any future addendums from Cal eProcure at:

https://caleprocure.ca.gov/. In submitting your bid, you must comply with the instructions found herein. The deadline for submitting bids is April 11, 2024, 4:00 p.m. Pacific Standard Time (PST).

The successful Bidder will be awarded a contract that is anticipated to begin August 1, 2024 and end on July 31, 2026. The Department of Managed Health Care (DMHC) reserves the right to amend the contract for additional After Hours Phone Answering Services at bid price. Contract amendments are subject to satisfactory performance, funding availability and approval by the Department of General Services

(DGS).

The Small Business Preference and other preference programs apply to this solicitation.

The Disabled Veteran Business Enterprise (DVBE) participation requirement has been waived; however, the DVBE Incentive Program will apply for this solicitation.

All agreements entered into with the State of California will include by reference General Terms and Conditions and Contractor Certification Clauses that may be viewed and downloaded at: https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal- Services-Resources-List-Folder/Standard-Contract-Language.

In the opinion of the DMHC, this IFB is complete and without need of explanation.

However, if you have questions or clarification is needed for this IFB, contact:

Lesya Vorobets DMHC Contract Analyst

Lesya.Vorobets@dmhc.ca.gov

Please note that no verbal information given shall be binding upon the State unless such information is issued in writing as an official addendum.

Gavin Newsom, Governor State of California

Health and Human Services Agency

DEPARTMENT OF MANAGED HEALTH CARE

980 9th Street, Suite 500 Sacramento, CA 95814

Phone: 916-324-8176 | Fax: 916-255-5241 www.HealthHelp.ca.gov https://caleprocure.ca.gov/ https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal-Services-Resources-List-Folder/Standard-Contract-Language https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal-Services-Resources-List-Folder/Standard-Contract-Language mailto:Lesya.Vorobets@dmhc.ca.gov

TABLE OF CONTENTS

A. PURPOSE AND DESCRIPTION OF SERVICES

B. SCOPE OF WORK

C. ADMINISTRATIVE REQUIREMENTS

D. BID REQUIREMENTS AND INFORMATION

1. Anticipated Key Action Dates

2. Submission of Questions

3. General Requirements

4. Submission of Bid

5. Evaluation and Selection

6. Award and Protest

7. Disposition of Bids

8. Agreement Execution and Performance

9. Loss Leader

E. PREFERENCE PROGRAMS

F. DISABLED VETERAN BUSINESS ENTERPRISE (DVBE) INCENTIVE

PROGRAMS

G. NEWS RELEASES AND SOCIAL MEDIA

H. EXECUTIVE ORDER N-6-22 – RUSSIA SANCTIONS

I. ATTACHMENTS

J. SAMPLE AGREEMENT

Department of Managed Health Care

IFB No. 24MC-SA004

A. PURPOSE AND DESCRIPTION OF SERVICES

The DMHC intends to award one Agreement, to one Bidder, but shall not guarantee any specific volume of work once the award is made. The cost of any Agreement resulting from this IFB will be determined based on the information provided on Attachment 10, Cost Bid.

The successful Bidder will be awarded an Agreement for up to two years. The DMHC reserves the right to extend the Agreement up to an additional one year at bid price and/or amend to increase funding for additional After-Hours Phone Answering Services. All agreement amendments are subject to satisfactory performance, funding availability and may require approval from the Department of General Services (DGS).

Agreement amendments will not take effect until the Contractor has received a copy of the final contract document that has been signed by the DMHC Contract Officer or designee and approved by the DGS, if applicable.

B. SCOPE OF WORK

Please refer to Exhibit A, Scope of Work for a detailed breakdown of the services/tasks/deliverables applicable to this IFB.

C. ADMINISTRATIVE REQUIREMENTS

The successful Bidder who is awarded an Agreement must fulfill the following Administrative Requirements prior to commencing work, and is responsible for any fees or expenses, including time, for completing these items:

1. Background Investigation Due to the nature of the services to be performed, the DMHC requires a thorough background investigation of the Contractor, its agents, subcontractors and individual employees who will have access to medical information as part of their duties under this Agreement; and reserves the right to disapprove any individual from performing under the scope of this Agreement. This background investigation includes fingerprinting and a California Department of Justice criminal record check. Each Contractor, agent, subcontractor and individual employee who is to perform services under this Agreement must voluntarily consent to a background investigation. Fingerprint rolling fees and background investigation costs will be borne by the Contractor, payable at time of fingerprinting. Previous clearances and/or investigations conducted by other agencies will not be accepted as an alternative to the DMHC's background investigation. It is the Contractor’s responsibility to notify the DMHC when an employee working under this Agreement is either terminated, not hired or reassigned to other work.

IFB No. 24MC-SA004

Per Government Code Section 1041, pre-employment background investigations shall be required of contract employees whose duties include or would include access to medical information. The pre-employment background investigation will consist of fingerprinting and an inquiry to the Department of Justice and the Federal Bureau of Investigations to disclose Criminal Offender Record Information.

Investigations are conducted to ascertain whether a contract employee has any state or federal convictions, or is currently released from custody on bail or on their own recognizance pending trial, of a crime of “moral turpitude”.

2. Information Security, Integrity and Confidentiality Statement

Attachment I for Contractor Authorized Representative which certifies the Contractor understands and agrees to comply with the DMHC’s Information Security and Confidentiality Statement.

D. BID REQUIREMENTS AND INFORMATION

1. Anticipated Key Action Dates

Activity Anticipated Action Date and Time (PST)

IFB Available to Prospective Bidders March 14, 2024 Last Day for Bidders to Submit Written Questions

March 21, 2024 at 4:00 p.m. PST

Answers to Questions Posted March 29, 2024 Bid Submittal Deadline April 11, 2024 at 4:00 p.m. PST Bid Opening April 29, 2024 Notice of Intent to Award April 30, 2024 Proposed Award Date May 6, 2024 Contract Term August 1, 2024 – July 31, 2026

Note: The DMHC may modify this IFB prior to the Bid Submittal Deadline listed above by issuing a formal addendum posted at https://caleprocure.ca.gov. All dates after the Bid Submittal Deadline are approximate and may be adjusted as conditions indicate, without an Addendum to this IFB.

2. Submission of Questions

All questions must be submitted in writing prior to 4:00 p.m. PST on March 21, 2024, to Lesya Vorobets at Lesya.Vorobets@dmhc.ca.gov. The responses to all questions received will be posted on https://caleprocure.ca.gov/ under After Hours Phone Answering Service IFB (24MC-SA004).

IFB No. 24MC-SA004

All addenda and questions will be posted on https://caleprocure.ca.gov.

Cal eProcure registration instructions are listed at:

https://www.caleprocure.ca.gov/pages/index.aspx.

3. General Requirements

a. The Bidder must provide documentation (i.e. Certificate of Good Standing from the California Secretary of State) to substantiate they are in good standing and qualified to conduct business in California.

b. The Bidder must not be an affiliate or a subsidiary of, nor in any way owned or controlled by, a health care service plan or a trade association of health care service plans. A board member, director, officer or employee of the Contractor shall not serve as a board member, director or employee of a health care service plan. A board member, director or officer of a health care service plan or a trade association of health care service plans shall not serve as a board member, director, officer or employee of the Bidder’s firm.

c. The Bidder must not be currently engaged in services with a health care service plan or a trade association of health care service plans in California or any activities that could appear to be a conflict of interest.

4. Submission of Bid

a. Bids must be submitted for the performance of all the services described herein. Any deviation from the work specifications will not be considered and will cause a bid to be rejected. A bid may be rejected if it is conditional, incomplete or if it contains any alterations of form or other irregularities of any kind. The State may reject any or all bids and may waive an immaterial deviation in a bid. [The State’s waiver of an immaterial deviation shall in no way modify the IFB document or excuse the bidder from full compliance.]

b. All bids must be submitted under sealed cover and received by the DMHC by dates and times shown in Section D. Bid Requirements and Information, Item 1. Anticipated Key Action Dates. The sealed cover must be plainly marked “DO NOT OPEN” with the IFB number and title identified, include your firm name and address, as shown in the following example:

https://www.caleprocure.ca.gov/pages/index.aspx

IFB No. 24MC-SA004

Bidder’s Legal Name Bidder’s Address

DO NOT OPEN

IFB No. 24MC-SA004 After Hours Phone Answering Service

Department of Managed Health Care Attn: Lesya Vorobets

980 9th Street, Suite 500 Sacramento, CA 95814

c. Bids not submitted under sealed cover may be rejected. A minimum of one original bid must be submitted.

d. The Bidder must also email an electronic version of the entire bid to Lesya.Vorobets@dmhc.ca.gov. All documents contained in the electronic submittal package must be signed by a person authorized to legally bind the bidding organization. The DMHC shall reach out to the Bidder to request an electronic version of the entire bid if one has not been provided by the Bid Submittal Deadline.

e. All bids shall include the documents identified in Attachment 1, Required Document Checklist. Bids not including the required attachments shall be deemed non-responsive. A non-responsive bid is one that does not meet the basic bid requirements. All bids must include the following Attachments:

i. Attachment 1, Required Document Checklist

ii. Attachment 2, Bid/Bidder Certification Sheet

iii. Attachment 3, Bidder Declaration

iv. Attachment 4, DVBE Incentive Application request (If Applicable)

v. Attachment 5, Darfur Contracting Act Certification (If Applicable)

vi. Attachment 6, California Civil Rights Laws Certification

vii. Attachment 7, Contractor Certification Clauses

viii. Attachment 8, Payee Data Record

ix. Attachment 9, Certificate of Good Standing

x. Attachment 10, Cost Bid

f. All documents requiring a signature must bear an original signature of a person authorized to bind the bidding firm.

mailto:Lesya.Vorobets@dmhc.ca.gov https://www.dgs.ca.gov/-/media/CBAFDC111B6C43B09496B8391E11F394.ashx https://www.dgs.ca.gov/-/media/Divisions/OLS/Forms/CALIFORNIA-CIVIL-RIGHTS-LAWS-ATTACHMENT.ashx https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/CCC-042017.pdf?la=en&hash=4DE3E4DC414511AE378794200BA43EBF91C758EE http://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf

IFB No. 24MC-SA004

g. All pages of the bid shall have the following header and consecutive page numbering format in the upper right-hand corner:

(Bidder’s Legal Name) IFB No. 24MC-SA004

After Hours Phone Answering Service

h. Mail or deliver bids to the following address:

Department of Managed Health Care

Business Services Unit 980 9th Street, Suite 500 Sacramento, CA 95814

Attn: Lesya Vorobets

i. Any bid received after the scheduled bid deadline date and time will not be considered. It is the State’s policy to make every effort to ensure that all bids have been received and properly date stamped. However, Bidders are ultimately responsible for ensuring timely receipt of their bid at the address identified above. Bidders may verify receipt of their bid by contacting Lesya Vorobets, Contract Analyst, at Lesya.Vorobets@dmhc.ca.gov.

j. An individual who is authorized to bind the Bidder contractually shall sign the Attachment 2, Bid/Bidder Certification Sheet. The signature should indicate the title or position that the individual holds in the firm. An unsigned bid may be rejected.

k. More than one bid from an individual, organization, firm, partnership, corporation or association under the same or different names, will not be considered.

l. Joint bids are not acceptable. A joint bid is when two or more bidders sign and submit a bid together for requested services.

m. If the bid is made under a fictitious name or business title, the actual legal name of the Bidder must be provided.

n. The bid package should be prepared in the least expensive method (i.e. cover page with a staple in upper left-hand corner, no elaborate bindings, etc.)

o. Cost incurred for developing bids and in anticipation of award of the Agreement are entirely the responsibility of the Bidder and shall not be charged to the State of California.

p. A Bidder may modify a bid after its submission by withdrawing its original bid and resubmitting a new bid prior to the bid submission deadline. Bidder

IFB No. 24MC-SA004 modifications offered in any other manner, oral or written, will not be considered.

q. A Bidder may withdraw its bid by submitting a written withdrawal request to the State, signed by the Bidder or an authorized agent. A Bidder may thereafter submit a new bid prior to the bid submission deadline. Bids may not be withdrawn without cause subsequent to bid submission deadline.

r. The DMHC may modify the IFB prior to the date fixed for submission of bids by the issuance of an addendum to all parties who received a bid package.

s. The DMHC reserves the right to reject all bids and is not required to award an Agreement.

t. Bidders are cautioned to not rely on the State during the evaluation process to discover and report to the Bidder any defects and errors in the submitted documents. Before submitting a response to this solicitation, Bidders should carefully proof all documents for errors and adherence to the IFB requirements.

u. The Bidder agrees that in submitting a bid, they authorize the DMHC to verify any or all claimed information, proprietary or non-proprietary, by any reasonable means, including onsite inspection and to verify any references named in their bid. The DMHC must not be listed as a reference. Bidders must cite other entities with completed work for this requirement.

v. The State does not accept alternate contract language from a prospective Contractor. A bid with such language will be considered a counter bid and will be rejected.

w. No oral understanding or agreement shall be binding on either party.

5. Evaluation and Selection

a. At the time of bid opening, each bid will be checked for the presence or absence of required information in conformance with the IFB submission requirements.

All required information is identified in Attachment 1, Required Document Checklist. A bid lacking any required information will be considered non-responsive and the basis for bid rejection.

b. The State will evaluate each bid to determine its responsiveness to the State’s requirements.

c. Bids that contain false or misleading statements or provide references which do not support an attribute or condition claimed by the Bidder may be rejected.

If, in the opinion of the State, such information was intended to mislead the

IFB No. 24MC-SA004

State in its evaluation of the bid, and attribute condition or capability is a requirement of this IFB, it will be the basis for bid rejection.

d. Award if made, shall be awarded to the lowest responsible bidder meeting the specifications. A bid meets the specifications if it complies with all the submittal requirements in this solicitation.

6. Award and Protest

a. Notice of the proposed award shall be posted in the DMHC lobby at 980 9th Street, Suite 600, Sacramento, CA 95814 and at http://www.dmhc.ca.gov for five business days prior to award of the Agreement.

b. In the event of a tie, a coin flip shall be used to determine the awardee.

c. If any Bidder, prior to the award of agreement, files a written protest with the Department of General Services, Office of Legal Services, 707 Third Street, 7th Floor, Suite 7-330, West Sacramento, CA 95605 (OLSProtests@dgs.ca.gov), on the grounds that the protesting Bidder would have been awarded the Agreement had the DMHC evaluated and scored their bid as described in the IFB, the Agreement shall not be awarded until either the protest has been withdrawn or the DGS has decided the matter. It is suggested that any protest be sent by certified or registered mail.

d. Within five days after filing the initial protest, the protesting Bidder shall file with the DGS, Office of Legal Services and the DMHC a detailed statement specifying the grounds for the protest. The protest must be submitted to the addresses listed in Item c, above.

e. Upon resolution of the protest and award of the agreement, the Contractor must complete and submit to the Payee Data Record (STD 204), to determine if the Contractor is subject to state income tax withholding pursuant to California Revenue and Taxation Code Sections 18662 and 26131. This form is available at https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf. No payment shall be made unless a completed STD. 204 has been returned to the DMHC.

f. Upon resolution of protest and award of an Agreement, the Contractor must sign and submit Attachment 7, Contractor Certification Clauses available at https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal- Services-Resources-List-Folder/Standard-Contract-Language.

7. Disposition of Bids

a. Upon bid opening, all documents submitted in response to this IFB will become the property of the State of California and be regarded as public records under http://www.dmhc.ca.gov/ mailto:OLSProtests@dgs.ca.gov https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal-Services-Resources-List-Folder/Standard-Contract-Language https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal-Services-Resources-List-Folder/Standard-Contract-Language

IFB No. 24MC-SA004 the California Public Records Act (Government Code Section 7920 et seq.) and subject to review by the public.

b. Bid packages may be returned only at the Bidder's expense unless such expense is waived by the awarding agency.

8. Agreement Execution and Performance

a. Performance shall start on the express date set by the DMHC and the Contractor, after all approvals have been obtained and the Agreement is fully executed. In addition, the Contractor must fulfill the Administrative Requirements prior to commencing work on the Agreement. Should the Contractor fail to commence work at the agreed upon time, the DMHC, upon five days written notice to the Contractor, reserves the right to terminate the Agreement.

b. All performance under the Agreement shall be completed on or before the termination date of the Agreement.

9. Loss Leader

It is unlawful for any person engaged in business within the State to sell or use any article or product as a “loss leader” as defined in Section 17030 of the Business and Professions Code.

E. PREFERENCE PROGRAMS

The preference programs applied for this IFB are:

1. Small Business (SB) Preference – https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/gspd05-105.pdf.

2. Non-Small Business Subcontractor Preference -https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/gspd05-105.pdf.

3. Target Area Contract Preference Act (TACPA) -https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std830.pdf.

If applying for one of these preference programs, please be sure to complete and submit the required documents, found at the above links.

F. DISABLED VETERAN BUSINESS ENTERPRISE (DVBE) INCENTIVE PROGRAMS

Note: The DVBE participation requirement has been waived; however, the DVBE Incentive Program will apply for this IFB.

https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/gspd05-105.pdf https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/gspd05-105.pdf https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std830.pdf

IFB No. 24MC-SA004

Under CCR Title 2, Section 1896.99.100, the California DVBE Incentive provides responsive and responsible organization the opportunity to receive additional incentive calculations. The incentive is applied at the time of solicitation evaluation when a proposing organization selects a California-certified DVBE subcontractor to provide services or commodities in support of the overall contract effort. Application of the DVBE Incentive may place the proposing organization in line for contract award.

The DVBE Incentive is applied during the evaluation process and is only applied to responsive bids from responsible organizations bidding the percentage(s) of DVBE participation for the incentive(s) specified in the solicitation.

The following are key elements of the DVBE Incentive Program:

1. The DVBE Incentive participation is optional and at the discretion of the bidding organization.

2. When requesting the Incentive Application, bidding organizations must complete and return Attachment 4, DVBE Incentive Application Request with their bid at time of submission.

3. The incentive is applied by reducing the cost proposed by the amount of incentive as computed from the lowest responsive and responsible bid. Computation is for evaluation purposes only. (2 CCR 1896.99.100 (c)).

4. Services or commodities provided by the DVBE firm MUST meet the definition of a Commercially Useful Function (CUF) as defined under Government Code Section 14837(d)(4) and Military and Veterans Code Section 999(b)(5)(B). A DVBE firm not meeting CUF regulations will render the bidding organization ineligible for the DVBE Incentive application.

5. The DVBE Incentive application will be based on the Low-Cost Method and follow the guidelines below:

Application of the incentive is based on the proposing firm’s level of DVBE participation identified (1% - 5% and higher).

a. For awards based on low cost, the incentive is applied by reducing the cost proposed by the amount of incentive as computed from the lowest responsive and responsible bid. (2 CCR 1896.99.100 (c)).

SAMPLE: Using the incentive scale below (Display is for illustration purposes only).

IFB No. 24MC-SA004

b. Order of Evaluation:

i. Small Business Preference is calculated by multiplying the highest total points achieved by a Non-Small Business by five percent and adding the resulting calculation to the total points of the certified Small Business firm(s). In this sample, the calculation was based on 87 points x .05 resulting in 4.35 additional points added to the certified Small Businesses (A and C).

ii. The DVBE Incentive points are factored by multiplying the DVBE participation (%) identified by the total possible points that could be awarded (100). This amount is then added to the firm’s total points. In the sample above, Firm B had 5 additional points added (.05% x 100 total possible points) to their total points placing them first for award.

Firm C received 2 Incentive points, but this was not enough to place them first for award).

iii. Under the Highest Total Score Method, it is possible to displace a high point Certified Small Business with the Application of the DVBE Incentive.

Confirmed DVBE Participation

Incentive Applied:

1% - 1.99% inclusive 1% 2% - 2.99% inclusive 2% 3% - 3.99% inclusive 3% 4% - 4.99% inclusive 4%

5% and Higher 5%

SAMPLE RESULTS BIDDER A BIDDER B BIDDER C

Responsive/Responsible Yes Yes Yes

Net Proposed Price $100,000 $102,000 $103,000 Rank 1 2 3

SB Eligible Preference None SB SB Eligible Preference $0 $5,000 $5,000

Subtotal $100,000 $97,000 $98,000 New Rank 3 1 2

Confirmed DVBE Participation None (0%) Yes (3%) Yes (5%) Confirmed DVBE Participation

Incentive Amount $0 $3,000 $5,000

Adjusted Bid Amount $100,000 $94,000 $93,000 New Rank 3 2 1

IFB No. 24MC-SA004

G. NEWS RELEASES AND SOCIAL MEDIA

Bidders must obtain prior written approval from the DMHC before issuing any news release, statement to the news media or social media post(s) pertaining to this IFB.

H. EXECUTIVE ORDER N-6-22 – RUSSIA SANCTIONS

On March 4, 2022, Governor Gavin Newsom issued Executive Order N-6-22 regarding Economic Sanctions against Russia and Russian entities and individuals. “Economic Sanctions” refers to sanctions imposed by the U.S. government in response to Russia’s actions in Ukraine, as well as any sanctions imposed under state law. By submitting a bid or proposal, Contractor represents that it is not a target of Economic Sanctions. Should the State determine Contractor is a target of Economic Sanctions or is conducting prohibited transactions with sanctioned individuals or entities, that shall be grounds for rejection of the Contractor’s bid/proposal any time prior to contract execution, or, if determined after contract execution, shall be grounds for termination by the State.

https://www.gov.ca.gov/wp-content/uploads/2022/03/3.4.22-Russia-Ukraine-Executive-Order.pdf

IFB No. 24MC-SA004

I. ATTACHMENTS

ATTACHMENT 1

REQUIRED DOCUMENT CHECKLIST

Bidder’s Name:

A complete bid package consists of all required items listed in the IFB and identified below. Place an “X” next to each Attachment you are submitting to the State.

For the bid to be considered responsive, all required Attachments must be submitted with this checklist on top.

Checklist

Included

Attachment Number Attachment Name / Description

Form / Documentation

Required 1 Required Document Checklist Yes 2 Bid/Bidder Certification Sheet Yes 3 Bidder Declaration Yes 4 DVBE Incentive Application Request If Applicable 5 Darfur Contracting Act Certification If Applicable 6 California Civil Rights Laws Certification Yes 7 Contractor Certification Clauses Yes 8 Payee Data Record Yes 9 Certificate of Good Standing Yes 10 Cost Bid Yes

IFB No. 24MC-SA004

ATTACHMENT 2

BID/BIDDER CERTIFICATION SHEET

(Page 1 of 2)

This sheet must be signed and returned along with all the Required Attachments and must bear an original signature of someone authorized to bind your organization contractually.

The signature affixed hereon and dated certifies compliance with all the requirements of this bid document. The signature below authorizes the verification of this certification.

An Unsigned Bid/Bidder Certification Sheet May Be Cause for Rejection

1. Organization/Company Name 2. Telephone Number 2a. Fax Number

3. Address

Indicate your organization type:

4. Sole Proprietorship 5. Partnership 6. Corporation Indicate the applicable employee and/or corporation number:

7. Federal Employee ID No.

(FEIN)

8. California Corporation No.

9. Indicate applicable license and/or certification information:

10. Bidder’s Name (Print) 11. Title

12. Signature 13. Date

14. Are you certified with the Department of General Services, Office of Small Business and Disabled Veteran Certification (OSDC) as:

a. Small Business Enterprise Yes No

If yes, enter certification number:

b. Disabled Veteran Business Enterprise Yes No

If yes, enter your service code below:

NOTE: A copy of your Certification is required to be included if either of the above items is checked “Yes”.

Date application was submitted to OSDC, if an application is pending:

I attest my organization is financially stable and able to provide the services referenced in this IFB. I acknowledge my responsibility to promptly notify the DMHC of changes that may impact my organization’s ability to fulfill the services referenced in this IFB.

Signature: Printed Name of Person Signing: Date:

IFB No. 24MC-SA004

ATTACHMENT 2

(Page 2 of 2)

Completion Instructions for Bid/Bidder Certification Sheet

Complete the numbered items on the Bid/Bidder Certification Sheet by following the instructions below.

Item Numbers Instructions

1, 2, 2a, 3 Must be completed. These items are self-explanatory.

Check if your firm is a sole proprietorship. A sole proprietorship is a form of business in which one person owns all the assets of the business in contrast to a partnership and corporation. The sole proprietor is solely liable for all the debts of the business.

Check if your firm is a partnership. A partnership is a voluntary agreement between two or more competent persons to place their money, effects, labor, and skill, or some or all of them in lawful commerce or business, with the understanding that there shall be a proportional sharing of the profits and losses between them. An association of two or more persons to carry on, as co-owners, a business for profit.

Check if your firm is a corporation. A corporation is an artificial person or legal entity created by or under the authority of the laws of a state or nation, composed, in some rare instances, of a single person and his successors, being the incumbents of a particular office, but ordinarily consisting of an association of numerous individuals.

7 Enter your Federal Employee Tax Identification Number.

Enter your corporation number assigned by the California Secretary of State’s Office. This information is used for checking if a corporation is in good standing and qualified to conduct business in California.

9 Indicate applicable license and/or certification information that your firm possesses and that is required for the type of services being procured.

10, 11, 12, 13 Must be completed. These items are self-explanatory.

If certified as a Small Business Enterprise, place a check in the "yes" box, and enter your certification number on the line. If certified as a Disabled Veteran Business Enterprise, place a check in the "Yes" box and enter your service code on the line. If you are not certified, place a check in the "No" box. If your certification is pending, enter the date your application was submitted to OSDC.

IFB No. 24MC-SA004

ATTACHMENT 3

BIDDER DECLARATION

To view the form, click on the heading. Contact Lesya.Vorobets@dmhc.ca.gov to request a hard copy.

https://www.dgs.ca.gov/-/media/Divisions/PD/PTCS/OPPL/SCM/SCM-Link-Docs/master-biddeclar08-09.pdf https://www.dgs.ca.gov/-/media/Divisions/PD/PTCS/OPPL/SCM/SCM-Link-Docs/master-biddeclar08-09.pdf

IFB No. 24MC-SA004

ATTACHMENT 4

DVBE INCENTIVE APPLICATION REQUEST

Under the DVBE Incentive Regulations, CCR Title 2, Section 1896.99.100, I request the application of the DVBE Program Incentive to RFP 17MC-SA004 to determine if my firm may be in line for bid award.

a. I understand that the DVBE Incentive application will be applied using the “Low Cost Method” and cannot be used to achieve any applicable minimum point requirements.

b. I understand the DVBE firm(s) selected must provide a “Commercially Useful Function” as required under Government Codes 14837(d)(4) and Military and Veterans Code 999(b)(5)(B).

c. I understand I will be required to report my firm’s DVBE activities quarterly to the DMHC Contract Unit.

d. I understand that subsequent amendments to the Agreement may require continued use of the identified DVBE firm if that contract amendment adds additional funding for continued services.

e. As the Proposing firm, I identify the following percentage of DVBE participation for this solicitation: ____ percent.

SECTION A - PROPOSING FIRM INFORMATION

Firm Name:

Firm Representative: Title:

Firm Address:

City: State: Zip:

Firm Telephone:

Firm Email Contact:

SECTION B - PROPOSED DVBE FIRM

DVBE Firm Name:

Firm Representative: Title:

Firm Address:

City: State: Zip:

Firm Telephone: Firm Fax:

Firm Email Contact:

DVBE Certification: DGS OSDS No.: Date of Expiration:

Services to be Performed:

Bidder Instructions:

1. Complete information in Section A.

2. Fax this form to DVBE firm(s) to complete Section B.

3. Instruct the DVBE firm(s) to provide a copy of their DGS Office of Small and DVBE Services Certification.

4. This form must be included with your bid to be considered for the DVBE Incentive application.

IFB No. 24MC-SA004

ATTACHMENT 5

DARFUR CONTRACTING ACT CERTIFICATION

To view the form, click on the heading. Contact Lesya.Vorobets@dmhc.ca.gov to request a hard copy.

https://www.dgs.ca.gov/-/media/CBAFDC111B6C43B09496B8391E11F394.ashx

IFB No. 24MC-SA004

ATTACHMENT 6

CALIFORNIA CIVIL RIGHTS LAWS CERTIFICATION

To view the form, click on the heading. Contact Lesya.Vorobets@dmhc.ca.gov to request a hard copy.

https://www.dgs.ca.gov/-/media/Divisions/OLS/Forms/CALIFORNIA-CIVIL-RIGHTS-LAWS-ATTACHMENT.ashx

IFB No. 24MC-SA004

ATTACHMENT 7

CONTRACTOR CERTIFICATION CLAUSES

To view the form, click on the heading. Contact Lesya.Vorobets@dmhc.ca.gov to request a hard copy.

https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/CCC-042017.pdf?la=en&hash=4DE3E4DC414511AE378794200BA43EBF91C758EE

IFB No. 24MC-SA004

ATTACHMENT 8

PAYEE DATA RECORD

To view the form, click on the heading. Contact Lesya.Vorobets@dmhc.ca.gov to request a hard copy.

http://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf

IFB No. 24MC-SA004

ATTACHMENT 9

CERTIFICATE OF GOOD STANDING

Refer to Section D.3 of the Invitation for Bid for specific instructions.

IFB No. 24MC-SA004

ATTACHMENT 10

COST BID

Excel template titled Attachment 10, Cost Bid must be completed and included with bid submission.

IFB No. 24MC-SA004

J. SAMPLE AGREEMENT

IFB No. 24MC-SA004

IFB No. 24MC-SA004

EXHIBIT A

SCOPE OF WORK

1. BACKGROUND

The Department of Managed Health Care (DMHC) Help Center, Contact Center Branch is available for consumer phone calls from 8:00 a.m. to 6:00 p.m., Monday through Friday. However, at times the Contact Center is not available to consumers during normal business hours because of system or staffing issues, mandatory meetings and training, which require all staff participation. Additionally, during non-business hours, including weekends and state holidays, consumers contact the Help Center for assistance with urgent issues. As a result, a Contractor is required to provide the necessary live-person phone contact to consumers.

2. SERVICE OVERVIEW

The Contractor, _________________ agrees to provide to the DMHC answering services as described herein:

The Contractor will provide the DMHC answering services, including live back-up phone support for the DMHC’s toll-free line outside of normal business hours (after-hours) for urgent clinical issues and during normal business hours, as needed.

The Contractor will respond to calls from consumers requesting general information or assistance with their health plans. The Contractor will also provide the same services for consumers who speak other languages, as well as for hearing-impaired and speech-impaired consumers utilizing an interpretation vendor, as necessary.

3. SERVICE LOCATION AND HOURS

The services shall be performed at the Contractor’s place of business.

The services shall be provided during the following timeframes (listed in Pacific Standard Time):

a. Monday through Friday, 6:00 p.m. to 8:00 a.m.

b. Weekends, from 6:00 p.m. Friday through 8:00 a.m. Monday

c. 11 State Holidays, 24 hours per day

i. New Year’s Day

ii. Martin Luther King Jr. Day

iii. Presidents’ Day

After Hours Phone Answering Service IFB No. 24MC-SA004

iv. Cesar Chavez Day

v. Memorial Day

vi. Independence Day

vii. Labor Day

viii. Veterans Day

ix. Thanksgiving Day

x. Day after Thanksgiving

xi. Christmas Day

d. Normal business hours (Monday through Friday, 8:00 a.m. to 6:00 p.m.), as needed.

Given the potential fluctuation of departmental program needs and operating hours, the DMHC reserves the right to modify the timeframes for which the Contractor will provide telephone coverage. Any modification to the agreed upon coverage timeframes will be provided by the DMHC in a written notice to the Contractor, no less than 30 days prior to the anticipated change in services.

4. CONTRACT TERM

The term of this contract is August 1, 2024, through July 31, 2026.

5. CONTRACT MANAGERS

The Contract Managers during the term of this Agreement will be:

State Agency Contractor Entity Name: Department of Managed Health

Care Division/Unit: Help Center Name: Anthonie Maldonado Address: 980 9th Street, Suite 500

Sacramento, CA 95814 Phone: 916-255-2467 Email Anthonie.Maldonado@dmhc.ca.gov mailto:Anthonie.Maldonado@dmhc.ca.gov

IFB No. 24MC-SA004

The Administrative Contacts during the term of this Agreement will be:

State Agency Contractor Entity Name: Department of Managed Health

Care Division/Unit: Help Center Name: Diana McGee Address: 980 9th Street, Suite 500

Sacramento, CA 95814 Phone: 916-255-2342 Email Diana.McGee@dmhc.ca.gov

The parties may change their Contract Manager and/or Administrative Contact upon providing 10 days written notice to the other party. Said changes shall not require an amendment to this Agreement.

6. ADMINISTRATIVE REQUIREMENTS

The Contractor agrees to complete the Administrative Requirements outlined in Exhibit D, Special Terms and Conditions, Item 8.

7. SERVICES TO BE PERFORMED

This is a time and materials contract and payment will be made in accordance with, and within the time specified in, Government Code Chapter 4.5, commencing with section 927.

A. SERVICES:

The Contractor shall be responsible for the Tasks listed below.

Task 1: Call Handling

a. Accommodate deaf, hard-of-hearing and speech-impaired callers by using the California Relay Service.

b. Answer all calls during the specified timeframes in Task 2.a.

c. Adhere to the Exhibit A-1, Interactive Voice Response (IVR) Flowchart as established and maintained in collaboration with the Contract Manager.

d. Forward urgent call information to the DMHC on-call team member within 15 minutes with the appropriate information.

mailto:Diana.McGee@dmhc.ca.gov

IFB No. 24MC-SA004

e. When requested by the DMHC, the Contractor shall take messages from incoming callers and provide the assigned DMHC team member with an email, text or any other agreed upon reporting method with the caller’s name, callback information and description of the caller’s request within 15 minutes of obtaining the appropriate information.

f. If the caller is having a medical emergency, advise the caller to hang up and dial 911, as is the practice of the DMHC.

g. Phone messages will be emailed to AfterHoursCalls@dmhc.ca.gov.

h. Provide music or continuous messaging for callers placed on hold while waiting for assistance.

Task 2: Quality Assurance

a. Answer 80 percent of calls within 60 seconds and all calls within two minutes.

b. Do not place callers on hold more than once during their call.

c. Advise the DMHC Contract Manager of concerns or problem areas by the next business day.

d. Exercise care, tact and professionalism when dealing with sensitive issues, as well as potentially angry enrollees.

e. If an urgent response is required, the Contractor’s call agent will call the DMHC on-call team member immediately. See Exhibit A-1, IVR Flowchart for the sample script, team member call forwarding examples and protocols.

Task 3: Quality Control

a. Establish a quality control process to ensure after-hours calls are handled appropriately. Have measures in place to identify and correct deficiencies and areas for improvement, such as additional training for the Contractor’s agent(s).

Task 4: Non-English Speaking Callers

a. Assist callers in other languages by utilizing an interpretation vendor. The Contractor’s call agent shall note the caller’s name and phone number and submit it to the DMHC.

Task 5: Reports

a. Submit all reports electronically to AfterHoursCalls@dmhc.ca.gov.

mailto:AfterHoursCalls@dmhc.ca.gov.

mailto:AfterHoursCalls@dmhc.ca.gov

IFB No. 24MC-SA004

b. Weekly Excel reports are due by 12:00 p.m. every Monday for the previous week (Monday-Sunday).

i. Include detail for each call time, duration, brief summary; agent identifier;

and any other pertinent information requested by the DMHC Contract Manager.

c. Monthly reports are due within five business days of the reporting month’s end.

i. Include detail for the number of calls received, handled, referred to the

DMHC after-hours team member; service level; average speed of answer;

number of abandoned calls and abandon rate percentage; total of minutes used in the month; average handle time; and any other pertinent information requested by the DMHC Contract Manager.

d. Quality control reports, including corrective measures taken, are due monthly with the monthly reports or upon request by DMHC Contract Manager.

B. CONTRACTOR’S RESPONSIBILITIES:

1. Implement Exhibit A-1, IVR Flowchart immediately upon receipt from the DMHC Contract Manager. If applicable, utilize Contractor’s custom scripting and IVR distribution system to ensure proper script and call handling.

2. Email confirmation to the DMHC Contract Manager when changes are implemented.

3. Provide the DMHC with direct points of contact to receive alternative instructions for call handling during normal business hours.

C. DMHC’S RESPONSIBILITIES:

1. Provide an after- hours IVR to alert callers when DMHC staff are unavailable or offices are closed and inform callers that if they have urgent clinical needs, they can reach a live person who will reach the DMHC’s on-call team member.

2. Prior to the start of the monthly rotation, the DMHC will provide the Contractor the name and phone number of the DMHC on-call team member.

3. Email the Contractor when services are required outside of the normal parameters set forth in Section 3, Service Location and Hours.

Inbound call

Hello – you have reached the Department of Managed Health Care’s Answering Service. You have called us outside of our normal business hours; Monday thru Friday, 8am – 6pm, excluding holidays. If you are having a medical emergency, please hang up and dial 911.

Health Plans regulated by the Department of Managed Health Care, are required to provide their enrollees access to health care professionals 24/7. If you have not spoken with your advice nurse or on call physician, please hang up, and contact them first at their toll free number located on your membership card.

To hear this message again, please press one

If you are a Medicare member, please press one

The Department of Managed Health Care does not have jurisdiction over your health plan. Please hang up and contact the Centers for Medicare Medicaid Services at 800-633-4227 or Health Insurance Counseling and Advocacy Program at

800-434-0222

To hear this message again, please press one

If you do not have Medicare, and have health care coverage through your job, Covered California, Medi-Cal, or other, please press two

If you are you calling regarding an urgent medical issue, please press one

If you are calling regarding an urgent health matter that was not resolved after speaking to your health plan’s advice nurse or on‐call physician, the Department of Managed Health Care may be able to assist you. Please stay on the line, and one of our agents will assist you.

If you are calling regarding a billing issue, or correspondence you’ve received, please press two

Unfortunately, we are unable to assist with these types of issues outside of our normal business hours. Please call us back at 888‐466‐2219 during normal business hours

To hear this message again, please press one

(Live Phone Agent) Hello..this is xx. You’ve reached the Department’s HC Answering Service. Are you experiencing a life threatening emergency or are you at risk for harming yourself or others?

Are you experiencing an urgent medical matter that requires speaking to our after‐hours team member?

If caller indicates they are at risk for harming themselves or others, provide caller with 988

Crisis Hotline number for their county

Gather enrollee’s information:

Name

Call Back Number Patient’s Name

Patient’s Health Plan Patient’s Member ID Patient’s Date of Birth

Inform caller that you will now transfer them to DMHC’s On Call team member.

Place Call to On‐Call team member.

Send email with caller information to ‘AfterHours’

Gather enrollee’s information:

Name

Call Back Number Patient’s Name

Patient’s Health Plan Patient’s Member ID Patient’s Date of Birth

Inform caller that you have notified the DMHC’s Contact Center. A return call will be made within one hour.

Send email with caller information to ‘AfterHours’

END

EXHIBIT A-1

INTERACTIVE VOICE RESPONSE FLOWCHART

Unfortunately, the on‐call team member cannot assist you with this matter. Please call back during normal business hours

Are you are calling regarding a billing issue, or correspondence you’ve received?

Is call after business hours

YES

END

YES

END

NO

NO

Department of Managed Health Care After Hours Phone Answering Service

IFB No. 24MC-SA004

SAMPLE

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EXHIBIT B

BUDGET DETAIL AND PAYMENT PROVISIONS

1. INVOICING AND PAYMENT

A. For services satisfactorily rendered, and upon receipt of detailed invoices, the State agrees to compensate the Contractor for actual authorized expenditures incurred in accordance with the rates specified herein, which is attached hereto and made a part of this Agreement.

B. Invoices shall be submitted in duplicate not more frequently than monthly in arrears to:

Department of Managed Health Care Accounting Office

980 9th Street, Suite 500 Sacramento, CA 95814

Accounting@dmhc.ca.gov

C. Invoices shall not be submitted prior to the start of the term date stated in Exhibit A, Scope of Work.

D. Invoices shall contain the following information:

1. The DMHC Agreement Number 24MC-SA004

2. Service period covered;

3. Detailed description of services provided. Each activity must be identified by date performed and the number of hours worked on each activity. In addition, and as applicable:

a. Identify specific deliverable, task or service outlined in SOW;

b. Service period covered;

c. Number of minutes billed.

The DMHC reserves the right to return invoices that do not include this level of detail.

Subject to the terms of this Agreement, reimbursement may only be sought for those costs and/or cost categories expressly identified as allowable in this Agreement and approved by the DMHC.

All final invoices must be submitted within 30 days of contract completion or termination.

2. BUDGET CONTINGENCY CLAUSE

A. It is mutually agreed that if the Budget Act of the current year and/or any subsequent years covered under this Agreement does not appropriate sufficient funds for the program, this Agreement shall be of no further force and effect. In this event, the State shall have no liability to pay any funds whatsoever to the Contractor or to furnish any mailto:Accounting@dmhc.ca.gov

IFB No. 24MC-SA004 other considerations under this Agreement and the Contractor shall not be obligated to perform any provisions of this Agreement.

B. If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of this program, the State shall have the option to either cancel this Agreement with no liability occurring to the State, or offer an Agreement amendment to the Contractor to reflect the reduced amount.

3. PROMPT PAYMENT CLAUSE

Payment will be made in accordance with, and within the time specified in, Government Code Chapter 4.5, commencing with Section 927.

4. BUDGET

A. The total amount for this agreement for duties specified under Exhibit A, Scope of Work, shall not exceed $XXX,XXX. Exhibit B-1, Price List, outlines the Contractor’s rates.

B. Movement of funds between line items is permissible as long as it does not exceed the total budgeted amount and with approval of the DMHC Contract Manager.

IFB No. 24MC-SA004

EXHIBIT B-1

PRICE LIST

Awarded Proposer’s rates submitted on Attachment 10, Cost Bid will be incorporated into Exhibit B-1.

IFB No. 24MC-SA004

EXHIBIT C

GENERAL TERMS AND CONDITIONS

General Terms and Conditions are available on the DGS website and incorporated by reference.

https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/GTC-April-2017-FINAL.pdf?la=en&hash=18A8A88034FCB8A5307FB64B20B33CF485F4C0D8

After Hours Phone Answering Services

IFB No. 24MC-SA004

EXHIBIT D

SPECIAL TERMS AND CONDITIONS

1. RESOLUTION OF DISPUTES

Notwithstanding the General Terms and Conditions (GTC 04/2017) available at https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/GTC-April-2017- FINAL.pdf?la=en&hash=18A8A88034FCB8A5307FB64B20B33CF485F4C0D8, and in compliance with Public Contract Code (PCC) 10381, the Department of Managed Health Care (DMHC) adds:

The Contractor should first discuss the problem informally with the DMHC Contract Manager. If the problem cannot be resolved at this stage, the Contractor must direct the grievance together with any evidence in writing to the DMHC Help Center (HC) Assistant Deputy Director. The grievance must state the issues in dispute, the legal authority or other basis for the Contractor’s position and the remedy sought. The HC Assistant Deputy Director must make a determination on the problem within 10 working days after receipt of the written communication from the Contractor. The HC Assistant Deputy Director shall respond in writing to the Contractor indicating the decision and reasons therefore. Should the Contractor disagree with the HC Assistant Deputy Director’s decision, the Contractor may appeal to the next level.

The Contractor must prepare a letter indicating why the HC Assistant Deputy Director’s decision is unacceptable, attaching to it the Contractor’s original statement of the dispute with supporting documents along with a copy of the HC Assistant Deputy Director’s response. This letter shall be sent to the DMHC HC Deputy Director or designee in which the Section is organized within 10 working days from receipt of the HC Assistant Deputy Director’s decision. The HC Deputy Director or designee shall meet with the Contractor to review the issues raised. A written decision signed by the HC Deputy Director or designee shall be returned to the Contractor within 20 working days of receipt of the Contractor’s letter.

Authority to terminate performance under the terms of this Agreement is not subject to appeal under this section.