BAFO2 ATTACHMENT - 2 Questionnaire_Child Family Resources.pdf

ATTACHMENT 2 – QUESTIONNAIRE

1. Describe how your organization will develop and implement a continuous improvement process of CCR&R services. Scope of Work Section 5.6. Limit your response to no more than two (2) pages.

Child and Family Resources, Inc. (CFR) has been accredited by the Council on Accreditation

(COA) since 2001 and hosted its most recent site review and visit during the fall of 2022 successfully resulting in reaccreditation. Accreditation involves an in-depth self-review of the organization and programs against currently accepted best practice standards, an onsite visit by an evaluation team composed of experts, and a subsequent review and decision by the accrediting agency certifying the organization and programs meet standards of quality set forth by the accrediting body. An intricate part of the accreditation process is ensuring the services offered throughout the organization meet robust quality assurance policies, procedures and standards, and high-quality services are delivered consistently by staff members. The Council on Accreditation is the largest most comprehensive independent accreditor of social service and behavioral health agencies in the United States.

As part of this commitment to best practices and high standards, we incorporate continuous quality improvement initiatives and quality control efforts into our day-to-day operations and services to guarantee all staff interactions are provided with a high-level of quality and care. All of our services are relationship-based and customer-centered to focus on the unique and individual needs of the consumer, and address the complexities of the people we serve. As a partner committed to providing high-quality services, Child and Family Resources will continue to partner with ADES to implement any innovations and or changes which are being planned. As an agency, we strive to improve and build upon our services with every interaction, whether it is with consumers, potential

Registered Providers, child care providers or community and partnering agencies. Our 53 years of providing services comparable to CCR&R is rooted deep in our history and vision for providing services to children, families, child care providers, and communities across the State of Arizona.

CFR engages in a process called Continuous Quality Improvement (CQI) as an organization.

Program leadership uses Performance and Quality Improvement (PQI) standards to encourage programs to use data to: identify areas of needed improvement, identify gaps or trends, and implement improvement plans in support of achieving performance targets, program goals, client satisfaction, and positive client outcomes. A comprehensive PQI system helps to build a culture in which CFR leadership, program directors, administrative and direct service staff have sufficient information to understand the quality and impact of each program and department. Staff are trained to have an understanding of how to collect data, what to do with it, and how to use it to inform improvements at all levels, including service delivery, client outcomes, and administrative operations. CCR&R maintains a Performance and Quality Improvement Plan that encompasses all program and functional areas, outlines all performance improvement processes, and is reviewed and revised annually by the Directors and Vice President of Early Care and Education.

The CCR&R Performance and Quality Improvement Plan:

1. Describes the program’s PQI activities; including self-monitoring activities;

2. Identifies personnel responsible for carrying out and coordinating PQI activities;

3. Specifies time frames for activities and reporting;

4. Describes stakeholder involvement;

5. Defines methods for monitoring and reporting results; and,

6. Describes the closed-loop feedback mechanisms and corrective action.

Corrective action and improvement initiatives identified through the PQI system include, but are not limited to:

1. Building on the agency’s and community’s strengths and reflecting on program delivery;

2. Identifying and addressing challenges and reducing identified problems;

3. Utilizing data to drive programming;

4. Replicating best practices;

5. Addressing service gaps and identifying enhancement opportunities;

6. Implementing and monitoring effectiveness of corrective action;

7. Enhancing the performance of programs or departments; and,

8. Monitoring change initiatives.

Performance and Quality Improvement (PQI) is about using data to inform our understanding of the work we do and how we do it. It is not meant to supersede the feeling in our hearts that we are doing good work; it is additional, objective source information that can help us do those things even better. PQI embodies the CFR values statement “To make a difference: I use data to innovate, learn, and enhance impact.” CFR strives to be a data-driven organization. This means that PQI is not an activity that is conducted in isolation from CFR’s other operations. Instead, PQI is a thread woven through everything that CFR does. A program cannot effectively operate without measuring what it is doing, how well it is doing it, and identifying areas for improvement and taking action to make those improvements. Similarly, CCR&R cannot fully understand the quality and impact of its services without having this information for all of its functions such as the Child Care

Information Line, Community Education and Engagement Services, Provider Support Services, and the Registry of Private Family Child Care Homes. Directors/Supervisors are responsible for ensuring staff are aware of and understand the importance of PQI activities, and that procedures regarding data collection, storage, and cleaning are followed with fidelity.

CCR&R’s leadership team is responsible for developing and implementing a comprehensive continuous improvement process for the program that describes activities for self-monitoring, identifying and addressing challenges, reflecting on program delivery, and identifying enhancement opportunities. CCR&R tracks customer satisfaction, outputs, outcomes, and quality performance indicators as the basis for evaluating the quality and impact of its work. Data collection in these areas leads to reporting and the use of data to improve program operations and, in some cases, adjustments in the identified outputs, outcomes, and quality performance indicators as necessary. All CCR&R team members receive regular one-on-one coaching and reflective supervision to improve and strengthen the quality of their performance and services offered.

Whenever possible, CCR&R uses systems building and thinking to develop and implement continuous quality improvement processes and program services by seeking to understand a system's dynamics—analysis; understand a system's hierarchy—synthesis; and develop solutions—decision making. CCR&R will review the developed continuous improvement process with ADES and provide updates and progress to ADES on a quarterly basis.

2. Describe how your organization will develop a Statewide Plan for Consumer Education and

Outreach that is culturally relevant and linguistically appropriate. Include your organization’s plan to promote Consumer awareness and understanding of the CCR&R Services in each Service

Delivery Area (SDA). Scope of Work Section 6.1.1, Subsection 6.1.1.1 – 6.1.1.3. Limit your response to no more than four (4) pages.

All Child & Family Resources, Inc. (CFR) programs including Arizona Child Care Resource and

Referral (CCR&R) provide services appropriate to the economic, ethnic, and linguistic diversity of the community. Our staff are highly committed to engaging child care consumers in culturally relevant and linguistically appropriate ways to expand their knowledge, skills, and capacity to support their children's development. Therefore, in hiring, CFR seeks staff that demonstrate sensitivity and understanding of cultural and gender differences of the populations we serve. We seek staff who live in the communities they are serving, and who are representative of the population in each region, including speaking the languages that fit the needs of clients. When program staff do not speak the language, allocated funds will be used for interpreting services.

Staff are better prepared to serve and interact with clients when they have increased understanding of cultural practices linked to unique client characteristics and values. Staff receive annual training designed to increase understanding of the unique characteristics of the service population. To ensure staff are best equipped to connect with and relate to the unique characteristics of each service region, Program Directors and Supervisors are trained in reflective supervision and cultural humility to assist staff by modeling a humble approach to learning about the client’s cultural, racial/ethnic, and language characteristics. A key part of the journey to enhance cultural awareness is to reflect and strategize on how to have continuous humility in our daily work with clients, and how to best support those who identify as racial or ethnic minorities, and/or who often face barriers in receiving adequate services within their communities. These include language barriers, marginalization, isolation, and other challenges related to socio-economic status, and encounters with service providers lacking knowledge of the client’s culture. Through this practice, staff have an opportunity to provide a voice for clients who may not be represented equitably.The practice of cultural humility has guided CCR&R to serve all clients in the best way possible. With this lens, CFR’s Equity Diversity and Inclusion Task Force is working to ensure all major cultural groups are represented in staff, materials, and community partners. Cultural humility is not just about the work done with clients, it is how within interactions, CFR honors the culture of all served communities.

Having said this, CFR has over 53 years of experience developing and implementing a statewide plan for consumer education, engagement, and community outreach that is culturally relevant and linguistically appropriate. The plan includes a wide variety of strategies that promote consumer awareness and understanding of the CCR&R services in each Service Delivery Area (SDA) and statewide. CCR&R has experience and will continue to create and implement strategies to promote

Consumer awareness and understanding of ECE Systems in their communities which will facilitate locating and accessing Child Care to meet their specific needs, as well as how to utilize CCR&R services as a statewide resource. In addition, the plan includes strategies to collaborate with communities throughout the state, including tribal and military communities, to promote awareness and understanding of high-quality child care that is culturally relevant and linguistically appropriate and to connect consumers to services. The process for creating the plan is to clearly define goals and objectives, identify the target population, build and strengthen our team, research and understand community needs, develop clear messaging, utilize multiple communication channels and methods, attend conferences and events, collaborate with local leaders and organizations, provide resources and support, solicit feedback, and evaluate and adjust strategies as needed. Overall, the plan is designed to meet the following goals:

● Improve community awareness of CCR&R's information, resources, services, and support, and highlight how CCR&R can be used as a statewide and local resource for professionals and families;

● Educate and engage local, state, and tribal ECE systems in their communities about available resources and supports that assist them with finding and accessing child care information, resources, and services tailored to their specific and unique needs;

● Develop consumers' knowledge, skills, and capacity to support their children's development in culturally appropriate and linguistically appropriate ways; and

● Utilize a variety of communication strategies that meet consumers where they are, including phone, in-person and virtual communication methods. CCR&R will communicate with Consumers based on their stated and preferred communication methods, whether it is in-person (face-to-face), phone, virtual options, email or text.

In addition, CFR has a keen awareness and understanding of the provisions and rules outlined in the Reauthorization of CCDBG in 2014. Reauthorization was a historic event which set into motion a wide range of new provisions and rules that every state receiving Child Care

Development Funds (CCDF) must adhere to in order to meet federal requirements. In its reauthorization, CCDBG outlines four specific areas of focus, including to:

1. Protect the health and safety of children in child care settings;

2. Increase and ensure access and affordability of high-quality child care to low-income families;

3. Enhance the quality of child care and the early childhood workforce; and

4. Help families make informed consumer choices with easy access to comprehensive child care and child development information via a phone line and website.

With these four areas of focus in mind, the plan to promote consumer awareness and understanding of the CCR&R services in each Service Delivery Area (SDA) is to utilize our existing Community

Education and Engagement team, comprised of the Community Engagement Supervisor and

Community Engagement Specialists to foster effective partnerships and collaboration with various

Early Care and Education Statewide and Community Stakeholders across Arizona. This will increase awareness of high-quality Child Care and enhance knowledge on accessing child care services. CFR will also utilize the Child Care Information Line team, which includes the Assistant

Program Director and Child Care Specialists to facilitate locating and accessing Child Care to meet consumers’ specific needs, and engage in culturally relevant and linguistically appropriate ways to expand their knowledge, skills, and capacity to support their children's development. Our

Community Engagement Specialists (CES) provide community-based consumer education services by building and maintaining relationships with key stakeholders (parents, businesses, social service organizations, state government, etc.) in all service delivery areas. CES’s primary responsibilities will include being visible in local communities and statewide to achieve the program’s consumer education goals and strategies through various activities such as:

● Represent CCR&R in local groups, councils, community forums and committees relevant to early education and child care, to ensure a better understanding of CCR&R’s role in the local communities;

● Distribute promotional flyers, rack cards, brochures, materials and information to state agencies such as Arizona Department of Economic Security (ADES) and other identified social service, early childhood, behavioral health, food banks and any targeted location deemed necessary by CCR&R and/or the Department (ADES);

● Arrange for and conduct consumer education and engagement presentations to businesses, organizations, programs, local groups, councils, community forums and committees relevant to early education and child care;

● Recruit new providers to become licensed, certified, registered and/or existing providers to become ADES-contracted and list in the ADES Child Care Provider Database and retain existing providers;

● Provide child care supportive services and technical assistance such as answering regulatory questions, provide resources or information, business questions, liability insurance, fingerprinting and notary services, where to obtain first aid and CPR certification, professional development and workforce registry assistance, and any other resources deemed appropriate by the Department to providers going through the process to become certified or registered;

● Develop and share culturally sensitive and linguistically appropriate marketing materials to meet the needs of the program and for the purpose of providing consumer education to the community.

Community Engagement Specialists will continuously explore new opportunities to partner with the community in creative ways. Through our consumer education and engagement services provided by CES’s, we will be able to more effectively educate local partners and the community about child care issues and enlist their support in our mission to increase the supply and improve the quality of child care in Arizona. CCR&R establishes relationships and builds partnerships in the community all communities, including rural and underserved, by attending a variety of child care, career, community, or health care events, conferences, or fairs as a vendor or presenter on a range of child care topics, with an emphasis on consumer education. CCR&R will also continue to partner with the Department to ensure ADES clients are receiving the support and services they need in locating child care, not only through the Child Care Information Line but also by offering to have CES’s available to present and serve clients at their local ADES office. CES’s and ADES have already identified specific dates and times to set up a resource table at the ADES office around the state to meet with families one-on-one or in a group setting to provide consumer education information and services. CFR/CCR&R will continue to partner with the Department to explore any feasible projects that might increase the use of CCR&R by ADES-eligible and other low-income families. CES’s are trained on the ADES Child Care Provider Database and Online Search feature so they can provide on-site referrals to customers seeking child care at community events, family resource centers, libraries, community food banks, and any location where there is a need for onsite services. CFR is highly dedicated to serving the target population and providing them with consumer education support to ensure their understanding of services offered by CCR&R and providing it to consumers through a variety of modalities including via website, email, telephone, in-person contacts and as directed by the Department (ADES).

Services will be provided in both English and Spanish. CCR&R will communicate either directly or through the assistance of professional services, in the native language of clients who have limited speaking ability or English is not their primary language. CFR will use other appropriate and effective modes of communication including, but not limited to Spanish and America Sign

Language. To accomplish this, CFR’s hiring strategies include hiring staff with experience working in the community we serve. Nearly half of the agency staff is bilingual and or bicultural and able to confidently communicate in Spanish. For CFR this is a strength which is in alignment with CCR&R clients and providers whose primary languages are English and Spanish. In the event a caller’s language preference is other than English or Spanish, CCR&R employs the services of LanguageLine, an over-the-phone interpretation service. This service is available as needed and offers access to interpreters in over 250 languages. CFR also has established a

Communication Accessibility policy which is clearly outlined in our Standard Operating

Procedures (SOP) manual. The CFR policy is aligned with the Limited English Proficiency (LEP), DES 1-01-34 policy, and lists 22 of the most common languages and the correct phonetic way to say “Please Hold” as we bridge multilingual calls to LanguageLine. Deaf and hearing-impaired individuals may access CCR&R services statewide at no cost through Arizona Relay by calling 1-

800-367-8939. In the same manner, staff of CCR&R can contact a deaf or hearing-impaired individual by calling Arizona Relay at 1-800-842-4681. All materials disseminated to both consumers and providers will contain notification of free language assistance in the language of the LEP consumer and, at a minimum, all website content will be translated into Spanish by a bilingual CFR staff member. Once translated, documents will be reviewed by at least one other bilingual staff member, and ADES, to ensure accuracy and readability. All materials will be created using simple language and avoid the use of jargon or words that are uncommon or confusing to the consumer. CFR/CCRR is cognizant of the needs of clients to receive information and materials that are easy to understand by diverse audiences including persons of limited proficiencies such as low literacy skills or are illiterate and individuals with disabilities.

Lastly, CFR, including CCR&R employs Specialists who are bilingual in English and Spanish, and receive training and support to best serve ta diverse population, as well as, the tools to effectively serve clients with limited proficiencies, such as reading, writing or physical disabilities.

All materials disseminated to both consumers and providers will contain the following statement:

“Americans with Disabilities Act of 1990 (ADA) Section 504 of the Rehabilitation Act of 1973 and the Age Discrimination Act of 1975, Child & Family Resources, Inc. prohibits discrimination in admissions, programs, services, activities or employment based on race, color, religion, sex, national origin, age, and disability”. Child & Family Resources, Inc. must make reasonable accommodation to allow a person with a disability to take part in a program, service, or activity.

Auxiliary aids and services are available upon request to individuals with disabilities. For example, this means that if necessary, CFR must provide sign language interpreters for people who are deaf, a wheelchair accessible location, or enlarged print materials, among other accommodations as required. It also means that upon notification, CFR will take any reasonable action that allows a client to take part in and understand a program or activity, including making reasonable changes to an activity. If an individual believes they will not be able to understand or take part in a program or activity because of a disability, they can let CFR know of their disability needs in advance if at all possible. To request reasonable accommodations or any documents in alternative formats or for further information about the policy please contact the Senior Director.

CCR&R will build upon current strategies that are being implemented for consumer education and outreach statewide. Based on our experience and expertise, as well as research, we know that engaging families is complex work. There is no single, simple solution. Consistent, sustainable, creative, and holistic approaches are key to successfully connecting with families (Boag-Munroe, Gill, & Evangelou, 2010). Effective consumer education and outreach is data-driven, culturally and linguistically appropriate, and responsive to community needs. The purpose of outreach is to identify families and other consumers who are not being reached and to share relevant information with them.

Collecting, analyzing, applying, and sharing data is central to ensuring effective outreach.

CCR&R regularly evaluates the approaches and strategies used to provide consumer education and outreach based on data and needs of each community. CCR&R will implement new approaches or strategies based on community assets and needs in every county in Arizona. These strategies include meeting with and promoting resource and referral services to families where they are in the community, assisting families that are experiencing homelessness, assisting families with limited English proficiency, and assisting families in rural or underserved areas. CCR&R has adopted a “no wrong door philosophy” and tries to reach and serve as many consumers as possible regardless of need, status, location, demographics, culture, and/or language. However, CCR&R also recognizes the need to implement strategies to serve a specific target population, as the needs are often times greater than the resources and services available.

CCR&R employs a Community Engagement Supervisor and seven Community Engagement

Specialists (Specialists) to implement and evaluate the strategies outlined in the Statewide

Plan for Consumer Education, with help and support from the Senior Statewide Program

Director and Assistant Program Director to fill in the gaps in resources and services. The team works together to lead outreach and collaboration with local communities using

CCR&R’s written plan which includes clear and measurable goals, objectives, and timelines that describes the key activities and actions for Consumer education in each county in

Arizona. The Specialists will work together and independently to provide consumer education, engagement, and outreach in all service delivery areas. This means that there is one comprehensive Statewide Plan for Consumer Education and Outreach with strategies for every county in Arizona. Specialists and Leadership will regularly review and work from the plan to ensure all service delivery areas receive consumer education, engagement, and outreach services as outlined in the Scope of Work, and in this response. In addition, Specialists and Leadership will look at various factors such as needs and assets, demographics, populations, supply and demand of child care, existing services and resources, local agencies and organizations, and existing contacts to evaluate and coordinate

CCR&R activities in the area or region. ADES may also provide suggested regional areas for marketing and outreach opportunities to CCR&R. CCR&R will provide coordination, production, and bilingual staffing of promotional functions at community and special events.

The following strategies are examples of the various strategies CCR&R will utilize to implement consumer education and outreach in all service delivery areas in Arizona. All of these strategies are entered and tracked in Salesforce.

Community Meetings:

CCR&R Specialists and Leadership participate in a wide variety of community meetings whose purpose addresses and discusses child care, development, health, and welfare on a state, local and/or community level. CES or Leadership attend these meetings to advocate, connect, educate, network, present, and/or share about the landscape of child care in

Arizona, and the services of CCR&R. CCR&R tracks the number of meetings attended and evaluates the effectiveness of participating in the meeting by its purpose, participation, topic, and relevance to child care and families. From FY2019 to the present, CCR&R has participated in 6,992 community meetings.

Email Outreach:

CCR&R Specialists utilize email to make new contacts, share program information, digital marketing materials, and schedule group presentations, networking opportunities, and/or one-on-one Share and Learn.

E-newsletters:

CCR&R uses the MailChimp to send E-newsletters that are designed to promote and raise awareness about the services offered by CCR&R and communicate informational messages, news, services, and opportunities that families, early educators, and the community may not be aware are available to them. Over the past five years, CCR&R has sent e-newsletters to early educators about various topics such as ADES announcements or information, family child care support groups, stabilization grants, provider appreciation messages, for example in the last 90 days, we have emailed 722 DES Certified Providers with a 58% open rate.

Events:

The CCR&R Specialists and Leadership actively engage with their community by participating in various events such as community fairs, conferences, and other related gatherings where they showcase CCR&R materials and provide valuable information. These events serve as platforms for Specialists to connect with providers, families, and other stakeholders, offering insights, resources, and support tailored to their needs. From FY2019 to the present, CCR&R has participated in 7,015 events.

Group Presentations:

CCR&R Specialists utilize events, community meetings, and virtual or in-person outreach to schedule group presentations, educate about our services, and provide an overview of our program. These interactions also serve as opportunities for Specialists to learn about other programs, enriching their understanding of available resources for families and providers, ultimately contributing to informed decision-making and improved access to quality child care. From FY2023 to current, CCR&R has provided 2,401 Group Presentations.

In-Person Outreach:

CCR&R Specialists talk to individuals, in person, about CCR&R in the community, at a designated local office, or other location such as an Arizona@Work office, ADES office, Family Resource Center, Food Bank, etc. In-person outreach is a direct way to communicate with potential customers through conferences, events, or in-person interactions. In-person outreach activities are meant to engage a large audience and to bring knowledge and expertise about the child care system to the general public. Outreach activities can take several forms, such as the strategies that are listed in this proposal.

In-Person Services:

CCR&R Specialists offer in-person assistance at local ADES offices throughout each service delivery area, providing valuable support to families seeking child care or with questions regarding child care. During these interactions, they engage directly with families, offering relevant resources tailored to their needs. CCR&R Specialists also take the opportunity to educate families about our website, ensuring they are equipped to access essential information and services. Additionally, they are readily available to address any inquiries or concerns, to enhance families' understanding and access to childcare resources. In addition, while providing in-person services at the ADES offices statewide, it has provided the opportunity for other ADES programs, such as DCS or FAA, to approach CCR&R

Specialists and inquire about CCR&R services, thus resulting in requests for additional program presentations or Share and Learns.

Mailings:

The CCR&R Specialist sends information to providers or community partners via postal mail. Examples include provider packets, reminder postcards, resource packets, letters, rack cards, and newsletters.

Materials Delivery:

CCR&R Specialists deliver marketing materials to the target population and to other organizations that request or are willing to distribute information about CCR&R programs.

The Specialists’ delivery of materials occurs through in-person outreach or by direct requests to the program for marketing materials. From FY2020 to the present, CCR&R has received 5,530 requests for marketing material and 5,527 requests for promotional items.

CCR&R distributed 123,829 marketing materials.

Networking:

CCR&R Specialists and Leadership network within all the service delivery areas to exchange information and ideas between people who share a common interest or profession, in either a formal or informal setting.

One-on-One Meetings:

CCR&R uses a strategy called “Share and Learns” to meet and network with individuals within the community and organizations to share about the services offered by CCR&R and in return learn about the services they offer. The meeting is also an opportunity to identify strategies to partner to better serve children and families.

Organizational Meeting:

CCR&R Specialists attend internal or external organizational meetings to network, provide a group presentation, or share and learn about each other’s programs and services.

Specialists are able to promote the services of CCR&R, and learn about resources, services, or support that is available to the children, families, and early educators we serve. It is also a way to build internal and external strategic partnerships and find ways to collaborate without duplication of services.

Provider Recruitment:

CCR&R Specialists expand childcare availability by recruiting new providers to become certified or registered homes or licensed child care centers. They employ various strategies, including posting information session flyers and sharing relevant information with potential providers. Additionally, CCR&R Specialists conduct outreach through calls, emails, letters, and postcards, leveraging channels such as email, social media, and telephone marketing to reach a broad audience. They prioritize follow-up with potential providers to provide support and guidance. Also, through the Child Care Information Line, consumers who are interested in becoming a provider can contact CCR&R and receive information and resources on the types of providers that they can become, child and adult ratios, requirements of each, and support on where to reach out to begin the process. CCR&R

Specialists currently track potential providers as Leads in Salesforce. Not only is the potential provider’s contact information tracked, but all follow-ups with them as well as the outcome of their process, for instance, if the contact converts or does not convert into a child care provider. Another strategy that CCR&R uses is when a client who is seeking child care is in a child care desert or their stated child care needs or preferences are not available, the

CCR&R Specialist inquiries about the consumer’s interest in becoming a family child care provider. If the consumer expresses interest, then the Specialist provides consumer education on the types of providers that they can become, child and adult ratios, requirements of each, and support on where to reach out to begin the process. These child care referral consumers would also be tracked as Leads in Salesforce, as mentioned previously.

Provider Support:

CCR&R Specialists provide essential support to providers, offering in-person and virtual assistance. They educate providers about available resources on the website and assist with understanding and applying for grant opportunities. Additionally, Specialists help providers sign up for the Arizona Workforce Registry, find training opportunities, and access scholarships for further education. They also ensure providers' profiles in the DES Database are up to date, to ensure accuracy and provide families with precise information. Child care providers can also reach out and seek support from CCR&R via the Child Care Information

Line with Expulsion and Suspension Prevention Support Requests. CCR&R Specialists can directly assist providers with completing the support request form over the phone.

Public Media/Advertising:

CCR&R Specialists and Leadership facilitate opportunities to disseminate important information and public service announcements (PSAs) through newspapers, radio, and television stations. Before submitting PSAs, we ensure approval from ADES. In addition to media outreach, our advertising efforts extend to posting recruitment flyers strategically placed on bulletin boards within communities. CCR&R Leadership

Telephone Outreach:

CCR&R Specialists call child care providers, center directors, or other community members to share information about CCR&R. Examples: Calls inviting providers/agencies to peer-to-peer meetings, follow-up calls to potential providers, and “cold calls” to those who may not be familiar with CCR&R.

Social Media:

CCR&R partners with ADES to maximize its social media presence on Facebook and

Instagram by actively promoting statewide events, sharing event highlights, facilitating engagement with individuals seeking child care or with questions about child care, and forging connections with community partners across the state. Additionally, we regularly post educational content emphasizing the importance of early childhood education and early brain development.

Training/Professional Development:

CCR&R Specialists help Providers understand our resources. They guide providers through using our website, enrolling in the Arizona Workforce Registry, accessing training, and finding scholarships for higher education. By offering personalized support and guidance, Specialists empower providers to enhance their skills and excel in delivering quality child care services.

Technical Assistance:

CCR&R Specialists provide technical assistance, also known as “TA” and commonly referred to as consulting, which provides targeted support to a provider with a development need or concern. It is an effective method for building the capacity of a center or home provider. Services offered include provider updates for DES Provider Database, notary services (no virtual), copies of and/or completion of paperwork (Home Registry), assistance with resources, tools, or other information, and identifying and helping access free or low-cost professional development in topics like health and safety, child development, and best business practices.

Virtual Outreach:

CCR&R Specialists utilize diverse communication methods, including telephone calls, texts, emails, and social media platforms like WhatsApp, Facebook, and Instagram. They also organize virtual meetings on platforms such as Zoom, Teams, and Google Meets to connect with providers and community partners effectively.

The CCR&R statewide community engagement, education, and outreach program is designed to provide services and information to the target populations as part of its community engagement and education efforts and to build relationships with people in each county in order to provide appropriate support and resources. CFR/CCR&R uses the title

“Community Engagement Specialists” because the primary job of these employees is to educate and engage the target population in-person in local communities, both providers and consumers, as well as businesses, employers, schools, hospitals and health centers and others deemed necessary by ADES about the services provided by CCR&R. Our goal is to educate the target population about the resources and services offered by CCR&R, increase awareness about early child care and education, develop strategic partnerships, coordinate services, and collaborate where appropriate. As part of establishing strategic partnerships, it is essential to identify mutual resources that can be provided between parties without duplicating services and that would complement the services provided by identifying gaps, solving issues, or reducing barriers. In order to accomplish this, CCR&R will work with the following target populations:

ADES Contractors/Partners/Programs

● Agencies, Organizations and Programs that are funded or have partnerships with

ADES. CCR&R will continue to build upon the programs we currently partner with and serve such as TANF/JOBS programs, Arizona@Work and other employment programs, Division of Child Care, family support, Child Support, Refugee and any that are appropriate to the work of CCR&R and the goals of Division of Child Care and CCDF funding.

CCR&R Registered Providers

● Private Family Child Care Homes that are actively listed in the CCR&R Database -

CCR&R educates these consumers about the requirements to become a Registered

Home and provides support through the process of listing with CCR&R.

Child Care Centers – ADES Contracted and Non-Contracted Providers

● All Child Care Centers that are currently licensed or seeking a license with ADHS, including those who are contracted with ADES Provider Contracts Unit - ensuring they are accurately listed in the CCR&R database, refer them to families, and provide resources and support as identified and/or requested.

Community Centers

● City, Local, and State - private or public - places where people from a particular community can meet for social, educational, or recreational activities - CCR&R participates in events and other activities as appropriate at local Community Centers statewide, and displays flyers or rack cards with information about the services offered by CCR&R to share with visitors.

Community-Based Organizations (CBO)

● Non-profit organizations that are representative of a community or a significant segment of a community, specifically those whose mission and services offered are to prevent child abuse, promote high-quality early care and education, and other services dedicated to children, families, providers, and other professionals. CCR&R has partnerships with various CBOs in every county to work together to promote each other’s services, leverage resources, and promote high-quality early child care and education.

Department of Child Safety (AZ) (DCS)

● State agency responsible for protecting children by investigating allegations of abuse or neglect, and for promoting the well-being of children in permanent homes.

CCR&R serves families who have an open case and their case managers, supervisors, abuse line staff, and other key personnel within DCS to provide and increase awareness about CCR&R services. The CCR&R Child Care Information Line receives calls from DCS case managers, and our Specialists directly assist them with child care referrals for the families that they are calling on behalf of. CCR&R also provides DCS with group presentations, one-on-one services, rack cards, case manager intake forms, and information line services.

Department of Economic Security (AZ) (ADES)

● State agency that provides services to Arizona residents, including children, adults, and families and CCDF fiscal manager. CCR&R receives funding from ADES, and works very closely to ensure that ADES employees, programs, and services are aware that the services offered by CCR&R are available to them and their clients.

Department of Education (AZ) (ADE)

● State agency that works to implement education standards and policy for Arizona schools, and responsible for oversight of all education services K-12, including early education services. CCR&R has built relationships with staff and programs offered by ADE to share information and promote each other's services. CCR&R promotes

ADE’s professional development opportunities, and state standards for early childhood education, including the guidelines for infants and toddlers. In addition, ADE administers the Child Care and Adult Food Program (CACFP) and CCR&R promotes their services to providers and offers families’ information about CACFP.

CCR&R also works with the Sponsoring Agencies that administer the CACFP to family child care homes to promote CCR&R services and verify provider participation in the program.

Department of Health Services (AZ) (ADHS)

● State agency that promotes and protects the health of Arizona's children and adults and is responsible for providing licensure for Child Care facilities. CCR&R works closely with ADHS to ensure providers that are listed in the CCR&R Database have met the needed requirements. CCR&R also works with ADHS to triage complaints and to better understand the complaint system. CCR&R is well-known among ADHS and both entities respect and regard each other as critical pieces of the child care system in Arizona.

DES Home – Certified

● Family Child Care homes that are certified, monitored, and contracted by DES, and meet the requirements to be listed in the CCR&R Database. CCR&R connects providers to information, grants, professional development opportunities, tools, resources, and support to effectively run their businesses and assist them with navigating the child care system in Arizona. Specialists assist potential providers by offering customized information and resources based on their stated preferences and needs, as well as, connecting them with the appropriate ADES Child Care

Administration office or website for further assistance and resources. ADES providers call CCR&R frequently to ask questions about various topics such as business practices, policies and procedures, request for resources, how to deal with challenging clients or child behaviors, assistance with the Registry, how to locate a

Child and Adult Care Food Program sponsor, supply and demand, and average cost of care. Child Care Specialists recruit new/potential family child care providers when speaking with them during a referral call and Community Engagement Specialists recruit providers at conferences, community events, family, friend and neighbor events, by contacting existing CACFP Alternate Approval homes to encourage and gauge interest, as well as, offer support to getting certified and contracted.

DES Home - Non-Certified (NCRP)

● Non-Certified Relative Providers are a specific adult who is related to the child care assistance eligible child and is willing to care for the child while the parent is working or participating in a qualifying activity. CCR&R provides consumer education to

NCRP’s to help them learn about and understand the requirements to become an

NCRP and provide additional resources and support to the families and providers who participate in the NCRP program. For example, many callers who contact the

CCR&R Child Care Information Line express that they would like to have a family member become their child care provider. With this, the Specialists provide information on the NCRP program, share the requirements, and provide contact information by sharing the NCRP flier information electronically when possible.

Domestic Violence Shelters

● A place of temporary protection and support for individuals and/or families, including children, which are escaping domestic violence and intimate partner violence of all forms. CCR&R Provides consumer education and resources to families residing in shelters and their case managers.

Employers and/or Business Associations

● Employers have the important job of hiring and maintaining staff and Business associations are the organizations that bring together business owners from a specific area, such as a city, neighborhood, county, state, or nationwide, such as a Chamber of Commerce. CCR&R advocates and educates this population about the landscape of child care in Arizona, and their role in supporting child care systems for their employees and to strengthen the economy. CCR&R also promotes our services to employers in an effort to support their employees. CCR&R connects with business associations to learn about resources available for child care businesses and to advance the message of the importance of high-quality child care to the success of their business.

Family Resource Centers

● Family Resource Centers (FRCs) are community-based hubs that provide a range of prevention and early intervention services to families. They offer support, education, and resources to families with children of all ages. CCR&R provides in-person services whenever possible at FRC’s throughout Arizona by setting up a table to offer resources and referrals. CCR&R Specialists will also provide a group presentation about our services when the opportunity is available. CCR&R also displays rack cards or other flyers about our services to be shared with the families, staff, and others who may visit the FRC looking for resources or services.

First Things First (AZ (FTF)

● Arizona’s early childhood agency committed to the healthy development and learning of young children from birth to age five (5). FTF is a key partner of CFR, providing funding for Quality First (QF), home visitation, and regional professional development programs. CCR&R works closely with the Quality First program to educate and promote Arizona’s quality rating and improvement system to families, providers, and the community. CCR&R interacts and partners with QF coaches and supervisors all across Arizona to promote the services of both programs and educate consumers about the importance of high-quality child care.

Food Pantries/Banks

● Provides emergency food to those in need and works with community partners to provide a wide range of assistance to the community. CCR&R shares information and resources with community food banks about the services offered by the program, and participates in activities, events, and/or meetings held by the facility.

Group Home – DES Contracted and Non-Contracted

● All Child Care Group Homes that are currently certified or seeking certification with

ADHS, including those who are contracted with ADES Provider Contracts Unit.

CCR&R ensures they are accurately listed in the CCR&R database, refers them to families and provides resources and support as identified and/or requested.

Homeless Shelter

● A temporary place for people who don't have a home to stay, usually overnight, and often on a first-come, first-serve basis. CCR&R identifies Homeless Shelters that serve children and families to share information about the program and services offered by CCR&R.

Hospitals & Health Care Facilities/Clinics

● Places that provide health care, including clinics, outpatient care centers, and specialized care centers, especially those that serve children, families, and expectant mothers. CCR&R identifies hospitals and healthcare facilities or clinics that serve children and families to provide information and materials about services offered by

CCR&R. This outreach has successfully resulted in hospital social workers calling the CCR&R Child Care Information Line on behalf of families and caregivers that they work with to seek assistance with finding child care options that best match the family’s needs.

Housing Complexes

● A housing complex is a group of buildings or a large building that is designed for residential use. Housing complexes can include hotels, apartments, townhouses, and villas. CCR&R identifies housing complexes in low-income neighborhoods that serve families to share information and materials about services offered by CCR&R.

Institute of Higher Education

● An Institute of Higher Education (IHE) is an institution that offers post-high school education, such as colleges and universities, career and technical colleges, vocational schools, and trade schools. IHE are massive systems and CCR&R may interact with any part of these systems, but works to identify which parts make sense such as departments that work with family and consumer sciences, early childhood education, and community services to share information and materials about services offered by CCR&R.

Public Library

● A public library is a…