attachment-1-rfp-2026-dms-04-commu-scope.pdf

New Hampshire Department of Health and Human Services Community Reentry Navigator and Communications Services

Appendix A – Scope of Services

RFP-2026-DMS-04-COMMU

Contractor Initials __________

v. 1.0 Page 1 of 12 Date __________

The final Scope of Services is subject to modification based on the proposal submitted by the selected Vendor

Scope of Services

1. Statement of Work

1.1. The Contractor must provide statewide navigator services to assist incarcerated individuals participating in the community reentry program with applying for Medicaid and other health insurance coverage as they prepare for reentry into the community.

1.2. Eligibility Screening and Enrollment

1.2.1. The Contractor must provide eligibility screening and enrollment services including, but not limited to:

1.2.1.1. Conducting Medicaid eligibility screenings for incarcerated individuals within 90 days prior to release.

1.2.1.2. Assisting with new applications and redeterminations for

Medicaid coverage for incarcerated individuals.

1.2.1.3. Coordinating with the Department, State, County and youth correctional facilities to ensure timely processing of applications and status changes.

1.2.1.4. Providing education on alternative medical coverage options to individuals not eligible for Medicaid.

1.2.2. The Contractor must ensure that the carceral facility will provide guidance and facilitate access to documentation on using their benefits post release.

1.3. On site presence

1.3.1. The Contractor must retain staff to travel statewide to each of the fifteen

(15) NH carceral sites participating in the reentry program. These sites include ten (10) county jails, four (4) state correctional facilities, and one

(1) youth detention center.

1.3.2. The Contractor must ensure staff meet all requirements of each facility to gain access.

1.3.3. The Contractor must be available and able to complete work on-site whenever required.

1.3.4. The Contractor must comply with New Hampshire Department of Corrections (NHDOC) statutes, regulations, policies, and procedures governing New Hampshire correctional facilities.

1.3.5. The Contractor must participate in any trainings required by the Department and the 15 NH carceral sites referenced in Section 1.8.1.

v. 1.0 Page 2 of 12 Date __________

1.3.6. The Contractor must ensure that all navigator staff complete facility orientation and training to comply with all applicable correctional facility policies and procedures, as required by the Department.

1.3.7. The Contractor must ensure that navigator staff receive training and comply with the Prison Rape Elimination Act standards and participate in investigations as required by facility policy.

1.4. Post Release Continual Support

1.4.1. The Contractor must provide post release continuation of care for up to six (6) months post-release, including, monthly check-ins conducted by phone or in‑person meetings.

1.5. Outreach and Education

1.5.1. The Contractor must develop and disseminate communication materials, as approved by the Department, to inform both incarcerated individuals and the general public about the community reentry program. The Contractor must ensure that these materials are made available in English and Spanish and include, but are not limited to, flyers, pamphlets, social media posts, and other communication materials as requested by the Department.

1.5.2. The Contractor must educate incarcerated individuals about Medicaid benefits, managed care options, and covered services.

1.6. Training and Compliance

1.6.1. The Contractor must ensure that all Navigators complete required and certification annually in accordance with New Hampshire Medicaid and federal requirements, including the Marketplace Assister Training and Certification Program, prior to performing any Navigator duties.

1.6.2. The Contractor may be required to ensure staff participate in training either remote or in person on an as needed basis as requested by the Department.

1.6.3. The Contractor must submit a detailed Work Plan within 30 days of contract execution, that includes, at a minimum:

1.6.3.1. Tasks.

1.6.3.2. Milestones.

1.6.3.3. Due Dates.

1.6.3.4. Responsible party.

1.6.3.5. Status.

v. 1.0 Page 3 of 12 Date __________

1.7. The Contractor must hold bi-weekly meetings with the Department, or as otherwise requested by the Department, that may include, but are not limited to:

1.7.1. Regular progress reports, highlighting key accomplishments, challenges, and recommendations.

1.7.2. Any additional requirements, as determined by the Department.

1.8. Reporting

1.8.1. The Contractor must submit bi-weekly progress reports to ensure project deliverables remain on track and are completed prior to deadlines. Progress reports must include, at a minimum:

1.8.1.1. Program volumes including participants, inquiries, and members; and

1.8.1.2. Issues and risks.

1.8.2. The Contractor must track and report the number of individuals screened, enrolled, and successfully linked to a healthcare plan.

1.8.3. The Contractor must submit monthly electronic reports detailing activities, outcomes, and challenges.

1.8.4. The Contractor must collaborate with the Department to develop a satisfaction survey that will be offered to individuals at the end of the final in person meeting.

1.8.5. The Contractor must participate in grant-related evaluation and quality improvement activities as requested by the Department.

1.8.6. The Contractor may be required to provide other key data and metrics to the Department in a format specified by the Department.

1.9. Background Checks

1.9.1. Prior to permitting any individual to provide services under this

Agreement, the Contractor must ensure that said individual has undergone:

1.9.1.1. A criminal background check, at the Contractor’s expense, and has no convictions for crimes that represent evidence of behavior that could endanger individuals served under this Agreement;

1.9.1.2. A name search of the Department’s Bureau of Adult and Aging Services (BAAS) State Registry, pursuant to RSA 161-F:49, with results indicating no evidence of behavior that could endanger individuals served under this Agreement; and

1.9.1.3. A name search of the Department’s Division for Children, Youth and Families (DCYF) Central Registry pursuant to RSA 169-

v. 1.0 Page 4 of 12 Date __________

C:35, with results indicating no evidence of behavior that could endanger individuals served under this Agreement.

1.10. Confidential Data

1.10.1. The Contractor must meet all information security and privacy requirements as set by the Department and in accordance with the Department’s Information Security Requirements Exhibit as referenced below.

1.10.2. The Contractor must ensure any individuals involved in delivering services through this Agreement contract sign an attestation agreeing to access, view, store, and discuss Confidential Data in accordance with federal and state laws and regulations and the Department’s Information Security Requirements Exhibit. The Contractor must ensure said individuals have a justifiable business need to access confidential data. The Contractor must provide attestations upon Department request.

1.11. Privacy Impact Assessment

1.11.1. Upon request, the Contractor must allow and assist the Department in conducting a Privacy Impact Assessment (PIA) of its system(s)/application(s)/web portal(s)/website(s) or Department system(s)/application(s)/web portal(s)/website(s) hosted by the Contractor, if Personally Identifiable Information (PII) is collected, used, accessed, shared, or stored. To conduct the PIA the Contractor must provide the Department access to applicable systems and documentation sufficient to allow the Department to assess, at minimum, the following:

1.11.1.1. How PII is gathered and stored;

1.11.1.2. Who will have access to PII;

1.11.1.3. How PII will be used in the system;

1.11.1.4. How individual consent will be achieved and revoked;

and

1.11.1.5. Privacy practices.

1.11.2. The Department may conduct follow-up PIAs in the event there are either significant process changes or new technologies impacting the collection, processing or storage of PII.

1.12. Department Owned Devices, Systems and Network Usage

1.12.1. If Contractor End Users, defined in the Department’s Information

Security Requirements Exhibit that is incorporated into this Agreement, are authorized by the Department’s Information Security Office to use a Department issued device (e.g. computer, tablet,

v. 1.0 Page 5 of 12 Date __________ mobile telephone) or access the Department network in the fulfilment of this Agreement, each End User must:

1.12.1.1. Sign and abide by applicable Department and New

Hampshire Department of Information Technology (NH DoIT) use agreements, policies, standards, procedures and guidelines, and complete applicable trainings as required;

1.12.1.2. Use the information that they have permission to access solely for conducting official Department business and agree that all other use or access is strictly forbidden including, but not limited, to personal or other private and non-Department use, and that at no time shall they access or attempt to access information without having the express authority of the Department to do so;

1.12.1.3. Not access or attempt to access information in a manner inconsistent with the approved policies, procedures, and/or agreement relating to system entry/access;

1.12.1.4. Not copy, share, distribute, sub-license, modify, reverse engineer, rent, or sell software licensed, developed, or being evaluated by the Department, and at all times must use utmost care to protect and keep such software strictly confidential in accordance with the license or any other agreement executed by the Department;

1.12.1.5. Only use equipment, software, or subscription(s)

authorized by the Department’s Information Security Office or designee;

1.12.1.6. Not install non-standard software on any Department equipment unless authorized by the Department’s Information Security Office or designee;

1.12.1.7. Agree that email and other electronic communication messages created, sent, and received on a Department-issued email system are the property of the Department of New Hampshire and to be used for business purposes only. Email is defined as “internal email systems” or “Department-funded email systems.”

1.12.1.8. Agree that use of email must follow Department and NH DoIT policies, standards, and/or guidelines; and

1.12.1.9. Agree when utilizing the Department’s email system:

1.12.1.9.1. To only use a Department email address

v. 1.0 Page 6 of 12 Date __________ assigned to them with a “@ affiliate.DHHS.NH.Gov”.

1.12.1.9.2. Include in the signature lines information

identifying the End User as a non-Department workforce member; and

1.12.1.9.3. Ensure the following confidentiality notice is

embedded underneath the signature line:

CONFIDENTIALITY NOTICE: “This message may contain information that is privileged and confidential and is intended only for the use of the individual(s) to whom it is addressed. If you receive this message in error, please notify the sender immediately and delete this electronic message and any attachments from your system. Thank you for your cooperation.”

1.12.1.10. Contractor End Users with a Department issued email, access or potential access to Confidential Data, and/or a workspace in a Department building/facility, must:

1.12.1.10.1. Complete the Department’s Annual

Information Security & Compliance Awareness Training prior to accessing, viewing, handling, hearing, or transmitting Department Data or Confidential Data.

1.12.1.10.2. Sign the Department’s Business Use

and Confidentiality Agreement and Asset Use Agreement, and the NH DoIT Department wide Computer Use Agreement upon execution of the Agreement and annually thereafter.

1.12.1.10.3. Only access the Department’s intranet

to view the Department’s Policies and Procedures and Information Security webpages.

1.12.1.11. Contractor agrees, if any End User is found to be in violation of any of the above terms and conditions, said End User may face removal from the Agreement, and/or criminal and/or civil prosecution, if the act constitutes a violation of law.

1.12.1.12. Contractor agrees to notify the Department a minimum of three business days prior to any upcoming transfers or

v. 1.0 Page 7 of 12 Date __________ terminations of End Users who possess Department credentials and/or badges or who have system privileges.

If End Users who possess Department credentials and/or badges or who have system privileges resign or are dismissed without advance notice, the Contractor agrees to notify the Department’s Information Security Office or designee immediately.

1.12.2. Workspace Requirement

1.12.2.1. If applicable, the Department will work with Contractor to determine requirements for providing necessary workspace and State equipment for its End Users.

1.13. Contract End-of-Life Transition Services

1.13.1. General Requirements

1.13.1.1. If applicable, upon early termination or expiration of the Agreement the parties agree to cooperate in good faith to effectuate a secure transition of the services (“Transition Services”) from the Contractor to the Department and, if applicable, the new Contractor (“Recipient”) engaged by the Department to assume the services. Ninety (90) days prior to the end-of the contract or unless otherwise specified by the Department, the Contractor must begin working with the Department and if applicable, the Recipient to develop a Data Transition Plan (DTP). The Department shall provide the DTP template to the Contractor.

1.13.1.2. The Contractor must assist the Recipient, in connection with the transition from the performance of Services by the Contractor and its End Users to the performance of such Services. This may include assistance with the secure transfer of records (electronic and hard copy),transition of historical data (electronic and hard copy), the transition of any such Service from the hardware, software, network and telecommunications equipment and internet-related information technology infrastructure (“Internal IT Systems”) of Contractor to the Internal IT Systems of the Recipient and cooperation with and assistance to any third-party consultants engaged by Recipient in connection with the Transition Services.

1.13.1.3. If a system, database, hardware, software, and/or

software licenses (Tools) was purchased or created to manage, track, and/or store Department Data in

v. 1.0 Page 8 of 12 Date __________ relationship to this contract said Tools will be inventoried and returned to the Department, along with the inventory document, once transition of Department data is complete.

1.13.1.4. The internal planning of the Transition Services by the Contractor and its End Users shall be provided to the Department and if applicable the Recipient in a timely manner. Any such Transition Services shall be deemed to be Services for purposes of this Agreement.

1.13.1.5. In the event the data Transition extend beyond the end of the Agreement, the Contractor agrees that the Information Security Requirements, and if applicable, the Department’s Business Associate Agreement terms and conditions remain in effect until the Data Transition is accepted as complete by the Department.

1.13.1.6. In the event the Contractor has comingled Department Data and the destruction or Transition of said data is not feasible, the Department and Contractor will jointly evaluate regulatory and professional standards for retention requirements prior to destruction, refer to the terms and conditions of the Department’s DHHS Information Security Requirements Exhibit.

1.13.2. Completion of Transition Services

1.13.2.1. Each service or transition phase shall be deemed

completed (and the transition process finalized) at the end of fifteen (15) business days after the product, resulting from the Service, is delivered to the Department and/or the Recipient in accordance with the mutually agreed upon Transition plan, unless within said fifteen

(15) business day term the Contractor notifies the Department of an issue requiring additional time to complete said product.

1.13.2.2. Once all parties agree the data has been migrated the Contractor will have thirty (30) days to destroy the data per the terms and conditions of the Department’s Information Security Requirements Exhibit.

1.13.3. Disagreement over Transition Services Results

1.13.3.1. In the event the Department is not satisfied with the results of the Transition Service, the Department shall notify the Contractor, in writing, stating the reason for the

v. 1.0 Page 9 of 12 Date __________ lack of satisfaction within fifteen (15) business days of the final product or at any time during the data Transition process. The Parties shall discuss the actions to be taken to resolve the disagreement or issue. If an agreement is not reached, at any time the Department shall be entitled to initiate actions in accordance with the Agreement.

1.14. Web Content and Social Media

1.14.1. The Contractor must work with the Department’s Communications

Bureau to ensure that any social media or web content created or managed on behalf of the Department meets all Department and NH Department of Information Technology (DoIT) website and social media requirements and policies, including accessibility requirements.

1.14.2. The Contractor agrees Protected Health Information (PHI), Personally Identifiable Information (PII), or other Confidential Information solicited either by social media or the website that is maintained, stored or captured must not be further disclosed unless expressly provided in the Contract. The solicitation or disclosure of PHI, PII, or other Confidential Information is subject to the terms of the Department’s Information Security Requirements Exhibit, the Business Associate Agreement signed by the parties, and all applicable Department and federal law, rules, and agreements.

Unless specifically required by the Agreement and unless clear notice is provided to users of the website or social media, the Contractor agrees that site visitation must not be tracked, disclosed or used for website or social media analytics or marketing.

1.14.3. State of New Hampshire’s Website Copyright

1.14.3.1. All right, title and interest in the State WWW site, including copyright to all data and information, shall remain with the State of New Hampshire. The State of New Hampshire shall also retain all right, title and interest in any user interfaces and computer instructions embedded within the WWW pages. All WWW pages and any other data or information shall, where applicable, display the State of New Hampshire’s copyright.

2. Exhibits Incorporated

2.1. The Contractor must comply with all Exhibit D Federal Requirements, which are attached hereto and incorporated by reference herein.

2.2. The Contractor must manage all confidential data related to this Agreement in accordance with the terms of Exhibit E, DHHS Information Security

v. 1.0 Page 10 of 12 Date __________

Requirements.

2.3. The Contractor must use and disclose Protected Health Information in compliance with the Standards for Privacy of Individually Identifiable Health Information (Privacy Rule) (45 CFR Parts 160 and 164) under the Health Insurance Portability and Accountability Act (HIPAA) of 1996, and in accordance with the attached Exhibit F, Business Associate Agreement, which has been executed by the parties.

3. Additional Terms

3.1. Impacts Resulting from Court Orders or Legislative Changes

3.1.1. The Contractor agrees that, to the extent future state or federal legislation or court orders may have an impact on the Services described herein, the State has the right to modify Service priorities and expenditure requirements under this Agreement so as to achieve compliance therewith.

3.2. Federal Civil Rights Laws Compliance: Culturally and Linguistically Appropriate Programs and Services

3.2.1. The Contractor must submit:

3.2.1.1. A detailed description of the language assistance

services, within ten (10) days of the Effective Date of the Agreement, to be provided to ensure meaningful access to programs and/or services to individuals with limited English proficiency; individuals who are deaf or have hearing loss; individuals who are blind or have low vision; and individuals who have speech challenges.

3.2.1.2. A written attestation, within forty-five (45) days of the Effective Date of the Agreement and annually thereafter, that all personnel involved the provision of services to individuals under this Agreement have completed, within the last twelve (12) months, the Contractor Required Training Video on Civil Rights-related Provisions in DHHS Procurement Processes, which is accessible on the Department’s website (https://www.dhhs.nh.gov/doing-business-dhhs/civil-right-compliance-dhhs-vendors); and

3.2.1.3. The Department’s Federal Civil Rights Compliance

Checklist within ten (10) days of the Effective Date of the Agreement. The Federal Civil Rights Compliance Checklist must have been completed within the last twelve (12) months and is accessible on the Department’s website (https://www.dhhs.nh.gov/doing-

v. 1.0 Page 11 of 12 Date __________ business-dhhs/civil-right-compliance-dhhs-vendors).

3.3. Credits and Copyright Ownership

3.3.1. All documents, notices, press releases, research reports and other materials prepared during or resulting from the performance of the services of the Agreement must include the following statement, “The preparation of this (report, document etc.) was financed under a Contract with the State of New Hampshire, Department of Health and Human Services, with funds provided in part by the State of New Hampshire and/or such other funding sources as were available or required, e.g., the United States Department of Health and Human Services.”

3.3.2. All materials produced or purchased under the Agreement must have prior approval from the Department before printing, production, distribution or use.

3.3.3. The Department must retain copyright ownership for any and all original materials produced, including, but not limited to reports, protocols, guidelines, brochures, posters, and resource directories.

3.3.4. The Contractor must not reproduce any materials produced under the Agreement without prior written approval from the Department.

3.4. Operation of Facilities: Compliance with Laws and Regulations

3.4.1. In the operation of any facilities for providing services, the Contractor must comply with all laws, orders and regulations of federal, state, county and municipal authorities and with any direction of any Public Officer or officers pursuant to laws which must impose an order or duty upon the Contractor with respect to the operation of the facility or the provision of the services at such facility. If any governmental license or permit must be required for the operation of the said facility or the performance of the said services, the Contractor will procure said license or permit, and will at all times comply with the terms and conditions of each such license or permit. In connection with the foregoing requirements, the Contractor hereby covenants and agrees that, during the term of this Agreement the facilities must comply with all rules, orders, regulations, and requirements of the State Office of the Fire Marshal and the local fire protection agency, and must be in conformance with local building and zoning codes, by-laws and regulations.

3.5. Eligibility Determinations

3.5.1. The Contractor must ensure all applicants are permitted to fill out an application form and must notify each applicant of their right to request a fair hearing in accordance with New Hampshire RSA 126-A:5 and

v. 1.0 Page 12 of 12 Date __________

Department regulations.

4. Records

4.1. The Contractor must keep records that include, but are not limited to:

4.1.1. Books, records, documents and other electronic or physical data evidencing and reflecting all costs and other expenses incurred by the Contractor in the performance of the Contract, and all income received or collected by the Contractor.

4.1.2. All records must be maintained in accordance with accounting procedures and practices, which sufficiently and properly reflect all such costs and expenses, and which are acceptable to the Department, and to include, without limitation, all ledgers, books, records, and original evidence of costs such as purchase requisitions and orders, vouchers, requisitions for materials, inventories, valuations of in-kind contributions, labor time cards, payrolls, and other records requested or required by the Department.

4.2. During the term of this Agreement and the period for retention hereunder, the Department, the United States Department of Health and Human Services, and any of their designated representatives must have access to all reports and records maintained pursuant to the Agreement for purposes of audit, examination, excerpts and transcripts.

4.3. If, upon further review, the Department must disallow any expenses claimed by the Contractor as costs hereunder, the Department retains the right, at its discretion, to deduct the amount of such expenses as are disallowed or to recover such sums from the Contractor.