Att O - Scope of Work.docx

Scope of Work OECOSL Central and Regional Eligibility Offices RFP

1.0 Introduction

The Family and Social Services Administration (FSSA) Office of Early Childhood and Out of School Learning (OECOSL) seeks a Contractor to provide Child Care and Development Fund (CCDF) and On My Way Pre-K (OMWPK) Regional Eligibility Offices (REOs) and a Central Eligibility Office (CEO) responsible for the successful administration of intake services for the CCDF and OMWPK program applications across the State of Indiana. The Contractor shall work closely with community partners and other social services agencies within the State of Indiana under the scope of the Contract.

2.0 Background and Purpose

The mission of OECOSL is to provide families with informed child care choices that will aid their children’s health, safety, and future success in school. To accomplish this, OECOSL manages programs that oversee the early education, development, and care of children. The services OECOSL provides include child care assistance for low-income working families and/or families in education or training programs, as well as efforts to improve the availability of child care for toddlers, infants, school-aged children, and children with special needs. OECOSL provides these services statewide through local service providers. OECOSL is also responsible for licensing child care homes and centers, registering unlicensed child care ministries and the OMWPK program sites.

The State of Indiana recognizes the following types of child care providers:

· Licensed Child Care Centers: Nonresidential buildings in which at least one (1) child receives care for regular compensation for more than four hours but less than twenty-four (24) hours in each of ten (10) consecutive business days.

· Licensed Child Care Homes: Residential structures in which at least six (6) children, excluding the program’s children, receive care for regular compensation for more than four (4) hours but less than twenty-four (24) hours in each of ten (10) consecutive business days.

· Unlicensed Child Care Ministries: Structures operated by a church or other religious organization that is exempt from federal taxes. Certain unlicensed ministries must pass an additional on-site inspection to be eligible for Child Care and Development Fund (CCDF) vouchers.

· Legally Licensed Exempt Programs (LLEP): Programs including public schools and non-public schools which achieve the CCDF Provider Eligibility Standards (PES) certification. These providers, as well as Unlicensed Registered Child Care Ministries, must meet criteria defined in IC 12-17.2-2-8.

Each of these provider types is eligible to participate in the CCDF voucher program after they have passed an on-site inspection. Providers interested in becoming an approved OMWPK program must become CCDF eligible and complete an OECOSL application.

2.1. CCDF Services Background

The CCDF voucher program provides child care assistance for low-income families who are employed or enrolled in an educational or training program. The program offers coverage across the State of Indiana. The Contractor shall administer the CCDF voucher program statewide in accordance with eligibility requirements and applicable federal and State procedures.

2.2. On My Way Pre-K (OMWPK) Services Background

The On My Way Pre-K (OMWPK) program awards vouchers to children aged four (4) from low-income families so that they may have access to a high-quality pre-K program the year before they begin kindergarten. Families who receive a voucher may use the voucher at any approved OMWPK program statewide. Eligible families must have a 4-year-old child that is a resident of Indiana, have an applicant/co-applicant with a service need, and earn less than 140 percent of federal poverty level. The Contractor shall administer the OMWPK applications statewide in accordance with applicable federal and State procedures and eligibility requirements.

2.3 Overview of Current Services and Program Goals

2.3.1 Overview of Current Services

Currently, the services covered by this Contract are provided via five separate, regional Intake Agent / Eligibility Office contracts, covering distinct regions of the State.

The current CCDF and OMWPK Local Eligibility Offices play a critical role in the successful administration of the CCDF voucher program and OMWPK applications in the State of Indiana. These duties, to be provided by the Contractor beginning 9/1/26, include but are not limited to:

1. Gathering and maintaining accurate and up-to-date data for all applications, changes, reauthorizations, enrollment forms, supporting documentation, benefit recovery claims, and pre-hearing and hearing tasks.

2. Processing applications and determining eligibility of CCDF and OMWPK applicants.

3. Maintaining the CCDF wait list.

4. Enrolling eligible children with appropriate child care providers.

5. Supplying applicants with consumer education materials provided by the State.

6. Understanding, interfacing, and entering data into State systems that support the eligibility process, including but not limited to Automated Intake Systems (AIS).

7. Utilizing State-supported internet-based software and State forms.

8. Ensuring quality assurance of applicant determinations, enrollments, recertifications, and applicant file updates.

9. Reporting data and compliance with program regulations and policy.

10. Following all requirements in the CCDF and OMWPK Policy and Procedures Manual, and any other requirements provided by the State.

11. Providing adequate staffing resources required to operate the program.

12. Providing any and all information requested by FSSA, i.e., costs, timing of onboarding, communication and coordination of New Hire Training, documentation of remedial training, and any other areas for which FSSA requires supporting documentation.

13. Notifying OECOSL and obtaining approval from OECOSL of any operational changes that the Contractor desires to implement.

2.3.2 Program Goals

OECOSL seeks to move to the model outlined in this Contract, wherein one vendor provides Central and Regional Eligibility Offices to process OMW and CCDF applications throughout the State. While OECOSL seeks a single Contractor, the Office also expects the Contractor to maintain a strong regional presence in all areas of the State, including developing and maintaining partnerships within the community. As a part of this Contract, OECOSL also expects the Contractor to support OECOSL in maintaining a regional presence throughout the State, specifically through the REOs, which will provide room for OECOSL staff (as described in Section 8.3). To help achieve these goals, the Contractor may utilize subcontractors to provide sufficient statewide coverage but shall maintain comprehensive oversight over all Contract activities in the State.

3.0 Central Eligibility Office (CEO) and Regional Eligibility Offices (REOs) Model Overview In alignment with the Program Goals outlined above, the Contractor shall provide one Central Eligibility Office (CEO) and 12 Regional Eligibility Offices (REOs) dispersed throughout the State to ensure there are two (2) REO’s in each region and ensure State of Indiana residents have reasonable accessible to OECOSL offices and services. The CEO shall be responsible for the intake, review, authorization, tracking, and maintenance of all CCDF and OMWPK applications. REOs shall support the CEO by fielding questions and intaking information from applicants, routing applicants and information to the CEO, processing changes to applications, and providing general in-person support.

3.1 Overall (Central and Regional Eligibility Offices) Services At a high level, the Contractor will be responsible for providing comprehensive front-end case management and administrative support for the eligibility determination process. The Contractor’s services encompass a range of activities, including the intake of new applicant applications, processing applications, maintaining existing applicant cases, and managing the initial stages of appeals and complaints. The Contractor shall maintain an active phone presence and provide telephone support to applicants as well as maintain a website to provide support, guidance, and the ability to schedule appointments. The Contractor shall also offer flexibility in appointment locations, times, and days to meet the needs of applicant families and in support of appropriate customer service (see Section 4.9). See Section 5.0 for additional details on overall service requirements.

3.2 Central Eligibility Office (CEO) Services Overview

The CEO is the single dedicated center, located anywhere within the State, that performs administrative and processing functions for applicants in the entire state (not one specific region or county). The CEO will be “OECOSL-branded” and reflect a State-approved presentation and operation. All CEO functions shall be performed by the Contractor in accordance with State policies and the State operational directives provided at the time of Contract Award and signature. Resources assigned to working on CEO functions must be located in the CEO. See Section 6.0 for additional details on required Central Eligibility Office Services.

3.3 Regional Eligibility Office (REO) Services Overview

The twelve (12) REOs are the applicant-facing centers where the Contractor manages changes in applicant case statuses. Each of the REOs will be “OECOSL-branded” and reflect a unified, consistent, and State-approved presentation and operation. Failure to maintain twelve (12) open and operational REOs across the state at all times will result in a $10,000 withhold per day for each REO less than the 12 total. The Contractor’s REO staff shall support the CEO through fielding questions and requests from applicants in-person and over the phone and routing to the CEO as appropriate. The REOs shall also support the facilitation of community partnerships. All functions performed in the REOs are the responsibility of the Contractor and/or approved subcontractors in accordance with State-wide policies and State operational directives. The Contractor shall ensure that REOs are accessible and evenly distributed throughout the State, as directed by OECOSL (see Section 8.2). See Section 7.0 for additional details on required REO Services.

4.0 Overview of Application Process

The CEO and REOs will operate seamlessly with each other to complete the CCDF and OMWPK application process. Please note that the intended allocation of responsibilities between the CEO and REOs are delineated in the subsection titles below.

4.1 Preliminary Eligibility Check - Central Eligibility Office When applicants apply online via Early Ed Connect (EEC), the system shall preliminarily determine whether a CCDF or OMWPK applicant meets the necessary income guidelines, service needs, residency requirements, and applicant/child eligibility requirements for the CCDF voucher program and OMWPK program. If they meet all the necessary requirements, the system will place them on the wait list. Once pulled from the wait list, the Contractor shall verify that applicants meet the service need, financial need, residency and age requirements and that applicants have chosen an approved provider to access CCDF or OMWPK funding.

While applicants typically apply online, the Contractor shall collect a paper pre-application from all applicants for whom the online application is inaccessible.

The pre-application shall be used to determine preliminary eligibility status, including declaration of a valid service need, verification of each household member’s income, and verification of priority. The Contractor shall assist applicants in completing the pre-application, as needed.

The Contractor shall verify the applicant has provided all information needed to complete an application before moving forward with the authorization of an application. CCDF applicants may be placed on the CCDF wait list depending on the availability of CCDF funding.

The Contractor shall also complete any and all general administrative work associated with the CCDF or OMWPK eligibility process.

Functional Requirements Serving New Applicants

1. Process applications submitted through mail, fax, email or online using OECOSL’s online portal Early Ed Connect (EEC) for CCDF and OMW

2. Update applicant and/or co-applicant information such as address, email, and phone number in State system

3. Maintain qualified personnel that assist applicants with inquiries, basic screening information, or completing an application

4. Respond to all inquiries with accurate and consistent information regarding OECOSL programs, status of applications, or other case actions

5. Provide call monitoring and data accuracy.

4.2 CCDF Wait List Maintenance - Central Eligibility Office

The Contractor shall manage a list of applicants that preliminarily meet the eligibility requirements for the CCDF voucher program through the pre-application including financial eligibility and declaring a service need, but for whom there are no available CCDF funds.

As directed by OECOSL, the Contractor shall ensure the wait list is accurate by contacting any applicant in writing who has been on the wait list for more than ninety (90) days to inquire if the applicant still has a valid service need. If the applicant fails to appropriately respond to the written request within the timeframe set by the State, the Contractor shall purge the applicant from the CCDF wait list.

The Contractor shall ensure that enrollment off of the wait list is completed per the guidelines set by the State. The Contractor shall provide written notification to a wait list applicant when funds become available for enrollment. The Contractor shall notify applicants in the priority order set by OECOSL.

The Contractor shall be prepared to manage enrollment responsibilities when open enrollment results in spikes in the number of applicants (see Section 10.2 for additional detail on Minimum Staffing Requirements). These responsibilities include informing applicants on the wait list about how to complete enrollment. During times of increased applications, the Contractor may add additional staff to the CEO or REOs or pull staff from REOs with smaller workloads to supplement REOs with larger workloads. In addition, the State reserves the right to adjust the number and composition of FTEs assigned under this Contract. The State shall provide the Contractor with at least ninety (90) calendar days’ written notice prior to any adjustment.

4.3 Applicant Authorization - Central Eligibility Office

4.3.1. Initial Intake of Applicants

Following the determination of preliminary eligibility or when an eligible applicant moves off the wait list, the Contractor shall begin the authorization process for an applicant and complete the initial intake processing of the CCDF and OMWPK applications per State guidelines. As part of the initial intake processing, the Contractor shall authorize applications, provide information regarding child care subsidies and other consumer education materials provided by the State, conduct authorization interviews with applicants, assure that the information contained on the application is complete and correct, and obtain any outstanding required information or necessary documentation needed to complete enrollment all within the timeframes required by the State.

During the application authorization, the Contractor shall compile an applicant file to include all applicable documentation as required by the State. The Contractor shall verify service need, income, residency, identification, and other required information to confirm the applicant is eligible. The Contractor shall copy and scan documentation that verifies the information required for application authorization. The Contractor shall maintain this documentation until directed by the State to shred. If an applicant is missing information, the Contractor shall stop the authorization of the application and provide the applicant with written documentation that additional information is required. The Contractor shall also proactively assist applicants with completing and submitting all required documentation.

The Contractor shall also follow all established procedures for assuring accuracy of information contained in applications and supporting documentation. The Contractor shall not process information and/or supporting documentation when the Contractor knows that it contains false or misleading information. The Contractor shall follow-up on any incomplete applications received, as required. The Contractor shall correct any errors experienced or identified during the intake process within the timeframes required by the State.

4.3.2. Applicant Authorization Interview

The Contractor shall conduct an application authorization interview for new applicants. The applicant authorization interview shall allow for new applicants to submit and the Contractor to verify the necessary eligibility and enrollment materials. A new applicant is defined as an individual who has not been actively participating in the program for the previous ninety (90) days. Only staff that are trained by the State can determine eligibility.

The Contractor shall schedule an interview with the applicant, within the required timeframe as directed by the State, in order to enroll the applicant in the CCDF or OMWPK program. The authorization shall include voice contact with the applicant (e.g. in-person, phone, video call, etc.). A virtual interview option may be offered to all applicants, but each applicant shall be permitted to request an in-person interview. Initial interviews are not required to be conducted face-to-face, but if a face-to-face interview is requested by the applicant, the Contractor shall provide an interview opportunity at any county in the State, in a location convenient for the applicant, in coordination with the relevant REO(s), as applicable. During the interview, the applicant shall sign and date the Applicant Worksheet. Subsequent reauthorizations do not need to be completed through the same medium as the initial interview, and can be completed remotely or through other OECOSL-approved procedures, provided that all required documentation is collected, verified, and retained in accordance with OECOSL policy. The Contractor shall follow all OECOSL-set policies when conducting all interviews.

4.3.3. Voucher Authorizations

The Contractor shall determine whether the applicant requests a part-time voucher (2 days per week) or a full-time voucher (3 or more days per week) before creating vouchers. When creating vouchers, the Contractor must verify the applicant’s information, provider’s information, and enrollment period are correct.

4.3.4. Enrollment of Children with Child Care Provider

Using a completed and signed Provider Information page, to be provided to the Contractor by the State, the Contractor shall assign a child to the applicant’s selected child care provider based on who is eligible to receive reimbursement through CCDF or OMWPK. The Contractor shall also ensure that the Family Agreement is signed by the family of each child receiving an OMWPK voucher.

4.4 Applicant Reauthorization - Central Eligibility Office

The Contractor shall conduct an eligibility re-determination no less than every 53 weeks to determine if an individual or family still meets criteria for receiving CCDF or OMWPK services. This process may be done no earlier than thirty (30) calendar days before the applicant’s subsidy end date. The Contractor may complete this through face-to-face interview (offered at any county in the State, in a location convenient for the applicant, in coordination with the relevant REO, as applicable), mail, fax, email, or other State-approved means.

Functional Requirements Serving Existing Applicants

1. Process reauthorizations in accordance with applicable Federal and State policies and procedures

2. Complete eligibility reauthorizations for applicants by reviewing and processing the information provided by the applicant according to State policies and procedures

3. Review forms for completeness; enter updated information from the form into the State system and request verifications, if applicable

4. Generate Pending Verification for applicants to collect missing information during eligibility determination

5. Route work electronically to eligibility determination staff for the processing of an accurate and timely eligibility determination in accordance with OECOSL instructions

6. At the time of any review or case action, Contractor staff shall be responsible for entering clear and concise case notes into the State system for any review or case action performed by the Contractor

4.5 Applicant Entry and Tracking within AIS - Central Eligibility Office The Contractor shall enter all required information into AIS within the timeframe defined by the State, as applicable, and track all applications within the AIS system. The items the Contractor enters and tracks shall include, at a minimum, the following: the name of the applicant and household members, application contact information (e.g. address, phone number, and email address), applicant priority, date of the application, and verification of income.

4.6 Changes in Applicant/Case Status - Regional Eligibility Offices Families are required to report changes in information to the Regional Eligibility Office within ten (10) calendar days, through mail, fax, email or other State-approved means and may include verification of wage and/or education program enrollment. Families are required to report the following to the Contractor:

· Change in address;

· Change in name;

· Change in household size;

· Change in TANF status;

· Loss of service need;

· Change in physical custody;

· Change in income which exceeds 85% of State Median Income; and

· Change in total assets to one (1) million dollars.

For Applicants calling to report a change, the Contractor must authenticate the caller, locate the case in the State system, process the change, obtain appropriate verifications if needed, and enter the appropriate information depending on the type of change being reported. The Contractor shall make all necessary status updates by close of business the Saturday of the week the appropriate verifications are received. The Contractor shall remind applicants to report any relevant changes. The Contractor shall process changes in each applicant’s eligibility status in accordance with applicable Federal and State policies and procedures.

4.7. Appeals - Central Eligibility Office

The Contractor shall complete all appeals in compliance with the State approved appeal policy including tracking of all correspondence.

Functional Requirements for Appeals

1. In the case of applicants filing appeals, the Contractor must determine if the appeal was filed timely (as determined by program policy applicable to the program category under appeal) and review the following to determine timeliness for continued benefits:

a. Reason for the appeal;

b. Notice of action date; and

c. Effective date of closure and/or change

2. Monitor and support Appeal functions performed to ensure adequate staffing and compliance with State policies and metrics.

Policies and procedures change frequently within FSSA, typically as a result of State or Federal requirements, and all above functions must be updated as those changes are implemented.

4.8. Complaint Tracking and Reporting - Central Eligibility Office The Contractor shall implement a comprehensive, accurate, efficient, and timely system and process for logging, tracking, and reporting to the State all verbal and written complaints received by, or referred to, the Contractor from any source. The system shall be submitted to the State for approval at the start of the Contract. This system shall also be used to facilitate and document timely follow-up by the Contractor in the resolution of complaints and to generate statistical reports on complaints, complaint patterns, and their resolutions. Please reference Attachment M – Infrastructure Overview for additional information.

The Contractor shall respond to all complaints received within one (1) business day. The Contractor shall draft thorough and accurate written responses to all inquiries, regardless of source, pertaining to Contractor operations or performance, as directed by the State. The Contractor shall document all correspondence with applicants as required by the State, including phone logs and complaint logs.

4.9. Customer Service - Central Eligibility Office and Regional Eligibility Offices The Contractor shall have a customer service plan that includes operating a toll-free number, answering phone calls in real time, and responding to emails. Email responses should be provided in one (1) business day. If it is necessary for applicants to leave a voicemail, all voicemails should also be answered within one (1) business day. Additionally, this plan shall describe how the Contractor shall meet the needs of families with communication barriers such as lack of proficiency in English or hearing impairment (including use of State-identified language interpretation services when necessary). The Contractor shall also offer flexibility in appointment locations, times, and days to meet the needs of applicant families.

The Contractor shall answer any general CCDF or OMWPK questions from families and providers or forward such questions to the appropriate party.

5.0 Overall (Both Central and Regional Eligibility Offices) Service Requirements The following responsibilities shall be performed by the Contractor in both the Central Eligibility Office and Regional Eligibility Offices located throughout the State of Indiana, in support of OECOSL’s responsibility for CCDF and OMWPK eligibility determination.

5.1 Outreach and Community Engagement

5.1.1 Family Engagement Support

The Contractor shall engage in efforts to encourage engagement and follow-through from applicant families. The Contractor shall follow all OECOSL-set policy when conducting family engagement.

5.1.2 Consumer Education

The Contractor shall provide applicants with consumer education materials on the CCDF voucher program and the OMWPK program developed by the State. The Contractor shall follow all requirements in the CCDF and OMWPK Policy and Procedures Manual, and any other requirements provided by the State.

As part of its consumer education responsibilities, the Contractor shall provide information supplied by the State to families served by the Contractor regarding relevant programs including Hoosier Healthwise, TANF, SNAP, and other relevant programs. Further, if families served by the Contractor specify health care for their children as a particularly important need, the Contractor shall refer the family to the appropriate resources.

5.1.3 Child Care Referrals and Information Provision

The Contractor shall refer applicants to childcarefinder.in.gov or Brighter Futures (https://brighterfuturesindiana.org/) when appropriate. The Contractor shall provide applicants with State-provided information on Paths to QUALITY (PTQ) and other initiatives.

5.1.4 TANF/IMPACT and SNAP Families

If applicable, based on guidance from OECOSL, the Contractor shall ensure CCDF applicants are able to access services in their county of residence within five (5) business days of their TANF/IMPACT or SNAP referral. The Contractor shall follow all requirements in the CCDF and OMWPK Policy and Procedures Manual, and any other requirements provided by the State. Link: https://www.in.gov/fssa/carefinder/child-care-assistance/

5.1.5 Other Referral Categories

If applicable, based on guidance from OECOSL, the Contractor shall ensure other prioritized referral categories are able to access services in their county of residence within five (5) business days of their referral. The Contractor shall follow all requirements in the CCDF and OMWPK Policy and Procedures Manual, and any other requirements provided by the State.

5.2 County and Community Partnership

5.2.1 County and Community Collaboration

The Contractor shall collaborate with community partners, including but not limited to the local DFR office or IMPACT office for TANF referrals. The Contractor shall develop a plan that documents their approach to all community partnerships in each county, including the identification of local community partners and each party’s roles and responsibilities in the delivery of services to CCDF families. The Contractor shall submit this plan to OECOSL for review and approval.

5.3 Support via Telephone

The Contractor shall maintain an active phone presence and provide telephone support for both Regional Eligibility and Central Eligibility Offices, in adherence with the following requirements:

1. The Contractor's agents are responsible for achieving "One Call Resolution," defined as completing all tasks and resolving all issues resulting from a given telephone call. All agents shall be responsible for achieving One Call Resolution and may not assign tasks resulting from a given telephone call to another agent for completion. One Call Resolution may require connecting callers to the Central Eligibility Office for further assistance and triage. Exceptions to "One Call Resolution" shall be made for the following instances:

a. Call disconnect or call failure on the applicant side (such as a phone battery failure, signal drop, etc.)

b. Caller chooses to call back to complete the necessary action (such as needing to call back at a later time with additional information, or to finish a phone application, etc.)

c. Caller requesting status of a case or documents that have not yet been processed or completed (such as a caller looking to verify that documents faxed in that morning have been received yet, or the status of a case that has not yet been approved.)

2. The Contractor shall answer all incoming phone calls from applicants. The purpose of these calls may include, but is not limited to:

a. Reporting changes and addressing questions about reported changes.

b. Addressing questions about applications and reauthorizations.

c. Appointment scheduling or rescheduling.

3. The Contractor shall be capable of making outbound calls and taking callbacks as may be required for the accurate and timely completion of service requirements, including making outbound data gathering calls at the State’s request.

4. When requesting a return phone call, Contractor staff shall leave on the voicemail their first name and that they are from OECOSL, phone number, and extension, if applicable.

5. If an applicant requests to speak to a supervisor or manager, Contractor staff shall transfer the call to an appropriate, available supervisor or manager for resolution. The supervisor will document in the Case Notes the reason for the escalated call and the outcome of the phone call.

6. The Contractor shall track and report on support provided via telephone, including but not limited to, information required to verify performance against the applicable measures included in Section 16.1.

5.4 Support via Website

The Contractor shall provide and maintain a single website for applicant support, guidance, as well as appointment scheduling. This website shall be OECOSL-branded and shall be reviewed and approved by OECOSL to ensure it meets the State’s expectations. The Contractor shall:

1. Provide a single, unified online destination for:

a. Help resources and application process guidance

b. Appointment scheduling

c. Contact information, including information on telephone support and listing of physical locations

2. Maintain a clean, intuitive, and accessible website experience aligned with State-approved branding and usability guidelines.

3. Ensure that all content is reviewed and approved by OECOSL prior to publication, including updates and new features.

4. Support integration and/or cross-linking with the OECOSL public website and other State-managed digital platforms, as directed by the State.

5. Ensure the website remains available to users at least 99% of the time, excluding State-approved maintenance windows.

6. Test and support browser compatibility for current versions of major browsers (e.g., Chrome, Edge, Safari).

7. Maintain mobile-responsiveness and ADA-compliant accessibility standards.

8. Ensure all website components comply with State and FSSA Privacy and Security requirements.

9. Protect user privacy and prevent unauthorized access to any restricted content or user data.

10. Maintain secure authentication. The proposed solution is expected to integrate with Access Indiana. The IN.gov Program is tasked with implementing a single sign-on authentication mechanism and Identity Provider for online applications for the State of Indiana, referred to as Access Indiana. The benefits of a standard authentication solution, integration strategy, integration process, and more can be found at Access Indiana Authentication (https://www.in.gov/inwp/applications/authentication/).

11. Continuously monitor the website for broken links, outdated content, and performance issues.

12. Maintain a documented change control process for functionalities and content updates.

13. Include website availability, usage analytics, and content update activity in the monthly performance report submitted to the State.

5.5 Fraud Management

1. The Contractor shall take fraud reports or referrals and send them to OECOSL for processing.

2. The Contractor will cooperate with all FSSA Investigations.

5.6 Administrative and Other Miscellaneous Services

1. The Contractor shall ensure continued communications between the State, the CEO, and the REOs and discuss and implement agreed upon action plans as required.

2. The Contractor shall manage the CEO and REO workloads and day-to-day operations in coordination with OECOSL (e.g., mandatory overtime, special projects, special queue tasks, and specialized trainings).

3. The Contractor shall manage any equipment and supplies provided by the State or Contractor located at the CEO or REOs.

4. The Contractor shall utilize State-identified language interpretation services when necessary.

5. The Contractor shall report potential system issues within one (1) business day or seek program, system, or policy guidance as needed. The systems include AIS, EEC, QASE and document scanners.

6. The contractor shall partner with IndentoGO to serve as a mobile fingerprinting location or become a fingerprinting location if the Contractor and the State determine the need for fingerprinting services warrants an additional location.

7. The Contractor shall maintain office hours required by the State (8:00AM - 4:30PM in the local time zone) excluding State holidays. The Contractor’s staff shall provide extended hours, at least one night per week and one Saturday per month, at the CEO and at each REO.

8. The Contractor shall participate jointly with the State in Business Continuity and Disaster Recovery Procedures, as applicable, including those that require the Contractor to mobilize staff to alternate sites in the event of a disaster or other event that impacts an area of the State and OECOSL operations that pertain to the scope of this Contract.

9. The Contractor shall be responsible for explaining forms and program guidelines during the course of related customer service interactions.

10. The Contractor shall respond to inquiries within guidelines set by the State. Any inquiry from an attorney shall be referred to the State Central Office for approval, unless they are acting as an authorized representative or possess power of attorney.

11. The Contractor shall process returned mail including the implementation of any necessary address changes or status changes and re-mail applicant correspondence, as needed.

12. The Contractor shall report to OECOSL any applicant complaints about the program or program services received by Contractor or its agents that result in disciplinary action or remedial training. The supervisor will document the basis of the complaint and what was done to address the issue in the complaint tracker. The supervisor will immediately, and no later than one (1) business day, notify OECOSL of the complaint, and will email a full report to OECOSL within two (2) business days. The Contractor shall review and assist with resolving complaints upon State request.

13. The Contractor shall, in coordination with the State and Regional staff, respond to management evaluations, QC reports, Federal requests for information, and Corrective Action Plans ("CAP(s)").

14. The Contractor shall respond to Public Records Requests after seeking appropriate authorization from the State to release any requested records and documents to the State.

15. The Contractor shall perform independent procurements as required to support Contractor responsibilities.

16. The Contractor shall provide all information required by OECOSL.

17. The Contractor staff shall be available to cooperate with OECOSL regarding State system problem resolution as required.

18. The Contractor shall cooperate with and participate in Federally required management evaluations.

19. The Contractor shall provide a subject matter expert (SME) to testify in court upon State request.

20. The State has robust and comprehensive data transmission standards that operate enterprise wide. The IOT established and maintains these standards, which support IOT’s data exchange and API-led strategies for the State. The Contractor’s solution must support the State’s standard API and file transfer methods to facilitate secure data transmission. The State’s standardized data transmission technologies are the MuleSoft API Management and GoAnywhere Managed File Transfer (MFT) services. See https://www.in.gov/iot/policies-procedures-and-standards/applications-standards/.

6.0 Central Eligibility Office Service Requirements

The CEO is the single dedicated center within the State that performs the functions below for applicants in the entire state (not one specific region or county). All CEO functions shall be performed by the Contractor in accordance with State policies and the State operational directives provided at the time of Contract Award and signature. Resources assigned to working on CEO functions must be located in the CEO.

6.1 Application Process Support

As detailed in Section 4.0, the Central Eligibility Office shall support the CCDF and OMWPK application process, including the following functions:

· Preliminary Eligibility Check (see Section 4.1).

· CCDF Wait List Maintenance (see Section 4.2).

· Applicant Authorization (see Section 4.3).

· Applicant Reauthorization (see Section 4.4).

· Applicant Entry and Tracking within AIS (see Section 4.5).

· Appeals (see Section 4.7).

· Complaint Tracking and Reporting (see Section 4.8).

· Customer Service (see Section 4.9).

6.2 Initial Application Review

The Contractor shall perform the Initial Review of applications pulled from the wait list and verify the applicant meets requirements, including income guidelines and service need, in alignment with the responsibilities outlined in Section 4.1. The Contractor is not required to make calls to applicants on the waitlist.

6.3 Processing Applications

1. The Contractor shall be responsible for the end-to-end processing of all applications.

2. The Contractor shall enter available information, including indicators of incomplete data, into the State system with notes indicating whether additional verifications are needed.

3. The Contractor shall send appropriate instructions for verifications, as needed for those applications.

4. The Contractor shall enter verifications received into the State system, based on the Policy and Procedures manual and/or as instructed by OECOSL.

6.4 Processing Reauthorizations

1. The Contractor shall process all reauthorizations and issue final approval.

2. The Contractor shall enter available information, including the flagging of incomplete data, into the State system with notes that indicate what verifications are needed.

3. The Contractor shall send appropriate instructions for verifications needed for those reauthorizations.

4. The Contractor shall enter received verifications into the State system, based on the current Policy and Procedures manual and/or as instructed by OECOSL.

5. The Contractor's QA Team shall conduct ongoing reviews of case processing, as described in Section 12.0.

6. The Contractor shall be responsible for end-to-end processing when completing all reauthorizations.

6.5 Appeal Services

1. The Contractor shall review each case for accuracy and make corrections (adjusting action) as appropriate.

2. The Contractor shall review each appeal received in a timely manner by the Contractor within ten (10) business days and reinstate the case if approved.

3. The Contractor shall provide a written response to all applicants regarding first-level appeal decisions.

4. The Contractor shall be responsible for forwarding all second and third-level appeals received via fax, email or mail, to OECOSL, as appropriate.

6.6 Voucher Support and Recovery Services Provided by the Central Eligibility Office The Contractor shall identify and determine incorrect vouchers dispersals in the manner described in the State operational directives. In the event an applicant incorrectly receives a voucher due to providing inaccurate or misleading information, the Contractor shall adhere to the following:

1. The Contractor shall be responsible for entering notes into the State system regarding any review or action on the case performed by the Contractor following identification of an applicant’s incorrect receipt of a voucher.

2. The Contractor shall determine whether a repayment is needed. If the Contractor determines a repayment is necessary, the Contractor shall refer and connect the applicant to a policy consultant within OECOSL.

3. The Contractor will refer applicants to the State Financial Management Unit for repayment to the State.

6.7 Fraud Management in the Central Eligibility Office

a. The Contractor shall report fraud and potential fraud to OECOSL in accordance with FSSA policy and procedures.

b. The Contractor will comply with the requirements of FSSA investigations.

c. The Contractor shall enter notes about fraud referrals in the state eligibility system.

7.0 Regional Eligibility Office Service Requirements

The REO is the applicant-facing center of the Eligibility Operation, in which the Contractor performs the below functions for applicants. All functions performed in the REO are the responsibility of the Contractor and/or approved subcontractors in accordance with State-wide policies and State operational directives.

7.1 Application Process Support

As detailed in Section 4.0, the REOs shall support the CCDF and OMWPK application process, including the following functions:

· Changes in Applicant/Case Status (see Section 4.6).

· Customer Service (see Section 4.9).

7.2 REO Staffing and Management Model

The Contractor shall dedicate fully trained and qualified, full-time staff to collect applicant information, process case changes, and perform general customer service for applicants.

The State has set a minimum staffing requirement and maximum staffing requirement for the number of FTEs dedicated to the REOs. The Contractor shall staff the REOs in accordance with the thresholds. For more information, please see Section 10.2.

The Contractor must provide an adequate staffing plan to meet the requirements of this Scope of Work and State and Federal requirements. The plan must also address the following elements of staffing and management:

a. Describe the overall management and supervisory structure including lines of reporting, and clearly identify individuals responsible for management of staff (including any subcontractors) at regional and statewide levels

b. Describe how vacancies will be addressed as well as steps the Contractor will take to ensure a low staff turnover rate

c. Describe the hiring policy and confirm that staff will be brought on as employees of the Contractor (or applicable subcontractors) or as "contract-to-hire"; in the latter case the individual must be converted from contractor to employee within 180 calendar days of their start date, to remain on staff. This information must be reported to the State on a monthly basis.

d. The Contractor must work with subcontractors to mitigate turnover rates, fill vacancies in a timely manner as determined by the State, and staff the project in such a way that operations are not disrupted in any way.

e. The Contractor shall be responsible for filling vacancies and facilitating their staff's movement between REO task work and REO Phone queues as directed by the State.

f. The Contractor's staff shall work 40 hours per standard work week (i.e., excluding State holidays), from 8:00 AM - 4:30 PM.

g. The Contractor shall track staff at different rates, depending on whether they are trained, trainees, or working Contractor-mandated overtime hours. Please note that only fully trained staff are eligible for overtime. The Contractor must also ensure that any subcontractor staff receives identical pay and equivalent benefits relative to the Contractor's own employees, within six (6) months of their hire date.

i. Trained staff is defined as staff who have successfully completed new hire training and orientation.