Bid S-91400-00017528 RFP Language and Accessibility Services.pdf

STATE OF OREGON

COVER PAGE

Oregon Housing and Community Services

Is issuing this Request For Proposals (RFP) under OregonBuys Bid # S-91400-00017528 for

LANGUAGE AND ACCESSIBILITY SERVICES

Date of Issue: July 17, 2026

Opening Date and Time: August 7,2026 @ 5:00PM PST

Single Point of Contact (SPC): Andrea Gentry

Address: 725 Summer Street NE, Ste B

City, State, Zip Salem, OR

E-mail: Andrea.Gentry@hcs.oregon.gov

The State of Oregon promotes equal opportunity for all individuals without regard to age, color, disability, marital status, national origin, race, religion or creed, sex or gender, sexual orientation, or veteran status.

TABLE OF CONTENTS

SECTION 1: GENERAL INFORMATION……………………………………………………..……………………….4

1.1 INTRODUCTION…………………………………………………….……………..……………………..……...4

1.2 SCHDEULE…………………………………………………………………………………………………………..5

1.3 SINGLE POINT OF CONTACT (SPC)………………………………………………..……………….…….5

SECTION 2: AUTHORITY, OVERVIEW, AND SCOPE………………………..……………...……….…………5

2.1 AUTHORITY AND METHOD…………………………………………………………………….…..………5

2.2 DEFINITION OF TERMS…………………………………………………..…….………………..………6

2.3 OVERVIEW AND PURPOSE………………………………………………...…………………..……….8

2.4 SCOPE OF WORK/SPECIFICATIONS………………………………….………………………..…….9

2.5 LANGUAGES……………………………………………………………………………………………………11

SECTION 3: MINIMUM QUALIFICATIONS……………………………………………………..……………11

3.1 LICENSING AND CERTIFICATION REQUIREMENTS………………………..……………….11

3.2 EXPERIENCE………………………………………………………………………………………………….12

3.3 QUALITY ASSURANCE AND CUSTOMER SERVICE…………………………………………..12

3.4 CODE OF ETHICS…………………………………………………………………………………………..13

3.5 MINIMUM SUBMISSION REQUIREMENTS…………………………………………………….13

3.6 AUTHORIZED REPRESENTATION……………………………………………………………………14

3.7 PROPOSAL REQUIREMENTS………………………………………………………………………….14

SECTION 4: SOLICITATION PROCESS……………………………………………………………..……………15

4.1 PUBLIC NOTICE……………………………………………………………………………….……….……15

4.2 QUESTIONS/REQUEST FOR CLARIFICATION………………………………………..…………15

4.3 SOLICITATION PROTEST………………………………………………………………………..……….16

4.4 PROPOSAL DELIVERY OPTIONS……………………………………………………………..………17

4.5 PROPOSAL MODIFICATION OR WITHDRAWAL……………………………………..……….17

4.6 PROPOSAL DUE…………………………………………………………….……………………….……..17

4.7 PUBLIC OPENING………………………………………………………………………………..………..17

4.8 PROPOSAL REJECTION……………………………………………………………………..…………..17

4.9 EVALUATION PROCESS………………………………………………………..………………………..18

4.10 PROPOSAL EVALUATION……………………………………………………………

4.11 SERVICE PROPOSAL POINT AND SCORE CALCULATIONS………………………………..18

4.12 ESSENTIAL SERVICES COST …………………………………………………………………………..20

4.13 REFERENCES………………………………..……………….…...….……………………………………..20

4.14 OREGON SUPPLIES AND SERVICES……………

4.15 TIEBREAKERS…………………………………………………………………………………………………21

4.16 ROUND 1: SERVICE PROPOSAL EVALUATION AND REFERENCES…………………….21

4.17 POINT AND SCORE CALCULATIONS………………………………………………………………..21

4.18 RANKING OF PROPOSERS………………………………………………………………………………22

4.19 NEXT STEP DETERMINATION………………………………………………………………………..22

4.20 SCORING AND RANKING OF PROPOSERS FOR SUBSEQUENT ROUNDS…………23

SECTION 5: AWARD AND NEGOTIATION……………………………………………………….……………23

5.1 AWARD NOTIFICATION PROCESS……………………………………………………….………….23

5.2 INTENT TO AWARD NOTICE……………………………………………………………….………….23

5.3 INTENT TO AWARD PROTEST…………………………………………………………………………24

5.4 APPARENT SUCCESSFUL PROPOSER……………………………………..………….…………..24

5.5 CONTRACT NEGOTIATIONS………………………………………………………………………….. 25

SECTION 6: ADDITIONAL INFORMATION………………………….………………………………………..26

6.1 CERTIFIED FIRM PARTICIPATION…………………………………….……………………………..26

6.2 GOVERNING LAWS AND REGULATIONS………………………………………….……………..26

6.3 OWNERSHIP/ PERMISSION TO USE MATERIALS……………………………………………..27

6.4 CANCELLATION OF RFP; REJECTION OF PROPOSAL; NO DAMAGES……….…..….27

6.5 COST OF SUBMITTING A PROPOSAL………………………………………………..…….……..27

6.6 STATEWIDE E-WASTE/RECOVERY PROCEDURE…………………………..………….………27

6.7 RECYCLABLE PRODUCTS………………………………………………………………….…….………27

6.8 PRINTING, BINDING, AND STATIONERY WORK………………………..…..…….………….27

6.9 CHECKLIST DISCLAIMER……………………………………………………..……..…….……………27

LIST OF ATTACHMENTS

ATTACHMENT A SAMPLE CONTRACT

ATTACHMENT B DISCLOSURE EXEMPTION AFFIDAVIT

ATTACHMENT C PROPOSER INFORMATION AND CERTIFICATION SHEET

ATTACHMENT D REFERENCE CHECK FORM

ATTACHMENT E ESSENTIAL SERVICES COST SHEET

ATTACHMENT F RESPONSIBILITY INQUIRY

Exhibit A LANGUAGES SPOKEN AT HOME: OREGON AND COUNTIES, 2022

Exhibit B NON-ENGLISH LANGUAGES SPOKEN AT HOME BY PERSON WITH LIMITED

ENGLISH PROFICIENCY (LEP): OREGON AND COUNTIES, 2022

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

The State of Oregon, acting by and through the Oregon Housing and Community Services Department, (“Agency” or “OHCS”), is issuing this Request for Proposal under the provisions of ORS 279B.060 for Translation, Interpretation, Transcription, and Subtitling Services.

The purpose of this RFP is to solicit proposals from qualified vendors to provide language and accessibility services that aid the Agency’s in ensuring equitable access to its services and programs by Oregonians with limited English proficiency and disabilities.

The American Community Survey (ACS) shows that one in every six or seven Oregonians speaks a language other than English at home, which equates to about 15.2% of Oregon’s residents ages five and older. Of them, about 35% self-identify as having limited English proficiency in the ACS, meaning they report having limited ability to read, write, and speak English well. On the other hand, the Oregon Legislative Policy and Research Office (LPRO) states that about 4.6% of Oregonians are hard of hearing, deaf, or deaf-blind. These Oregonians require accommodation and assistive technology to communicate and access public services.

The selected vendor(s) will support OHCS’s inclusive and multilingual communications by delivering services in one or several of the following categories:

• Translation of written materials (for printed and electronic formats)

• Interpretation of spoken languages (in-person, over the phone, and/or through virtual platforms. Scheduled and/or on demand.)

• American Sign Language Interpretation (In-person, over the phone, and/or through virtual platforms. Scheduled and/or on demand.)

• Transcription of audio content to text

• Braille

• Subtitling

• Captioning, and

• Communication Access Real Time Translation (CART) Services

Additional details on the Scope of the goods or services or both are included in the Scope of Work/Specifications section.

Agency anticipates awarding one or more Contracts under this RFP and will determine the number of awards based on the qualifications of the Proposers and the number of agreements needed to fully meet Agency need.

The initial term of the Contract is anticipated to be two years with options to renew up to a cumulative maximum of 10 years in five (5), two (2) year increments, with similar terms and conditions. Agency and Vendor will review the service cost for extensions before renewing the contract.

1.2 SCHEDULE

The table below represents a tentative schedule of events. All times are listed in Pacific Time. All dates listed are subject to change. N/A denotes that the event is not applicable to this RFP.

Event Date Time

Questions / Requests for Clarification Due 7/24/2026

2:00PM

PST

Answers to Questions / Requests for Clarification Issued (approx.) 7/31/2026

RFP Protest Period Ends

7 calendar days prior to RFP Opening

Opening (Proposal Due) See RFP cover page

Opening of Proposal

Register in advance for this meeting:

https://us02web.zoom.us/meeting/register/3tCg69c1SvyuXBP8Wua9mA

After registering, you will receive a confirmation email containing information about joining the meeting.

08/11/2026

2:00PM

PST

Issuance of Notice of Intent to Award (approx.) 9/4/2026

Award Protest Period Ends 7 calendar days after Notice of Intent to Award

1.3 SINGLE POINT OF CONTACT (SPC)

The SPC for this RFP is identified on the Cover Page, along with the SPC’s contact information. Proposer shall direct all communications related to any provision of the RFP only to the SPC, whether about the technical requirements of the RFP, contractual requirements, the RFP process, or any other provision.

SECTION 2: AUTHORITY, OVERVIEW, AND SCOPE

2.1 AUTHORITY AND METHOD

Agency is issuing this RFP pursuant to its authority under Oregon Administrative Rule (OAR), including but not limited to Oregon Revised Statutes (ORS) chapters 456 and 458, OAR chapter 813, divisions 5 and 6, as well as applicable rules.

Agency is using the Competitive Sealed Proposal method, pursuant to OAR 813-006-0025. Agency may use a combination of the methods for Competitive Sealed Proposals, including optional procedures: a) Competitive Range; b) Discussions and Revised Proposals; c) Revised Rounds of Negotiations; d) Negotiations; e) Best and Final Offers; and f) Multistep Sealed Proposals.

https://us02web.zoom.us/meeting/register/3tCg69c1SvyuXBP8Wua9mA

2.2 DEFINITION OF TERMS

For the purposes of this RFP, capitalized words are defined in OAR 137-046-0110 or as defined below.

Access: Refers to the ability or the means necessary for a person to read or communicate information, or to use any state data, network, information systems, and information assets.

Accessibility: Refers to the design and provision of products, services, environments, and facilities that can be used by everyone, regardless of their age, ability, or status. It aims to eliminate barriers, ensuring equal access and participation for all individuals, including those with disabilities, limited mobility, or diverse backgrounds.

Accessibility encompasses various aspects, including physical, digital, and communication accessibility.

American Sign Language (ASL): ASL is a visual language that uses hand, face, and body movements. It is the language most commonly used by the Deaf and Hard of Hearing people in the United States.

Braille: Braille is a tactile writing system and a form of written language for people who are blind or who have low vision. In Braille, characters are represented by patterns of raised dots that are felt by the reader with the fingertips.

Closed Captions: Adding Closed Captions to a video means converting the audio content into text and displaying it on the screen or monitor. Closed Captions are primarily used to help viewers who are Deaf or

Hard of Hearing and cannot hear the video. Closed Captions include descriptions of non-dialogue information needed to understand the content, for example, sound effects, music description, and speaker identification.

Communication Access Real Time Translation (CART): A service in which a certified Vendor listens to speech and uses captioning equipment and software to instantaneously translate the speech into text in

English or other spoken languages.

Community Outreach: Means an activity of providing services to any population who might not otherwise have access to those services. In addition to delivering services, Community Outreach has an educational role, raising awareness about existing services.

Culturally Responsive Services: Means service that:

a. Is adapted to maximize the respect of and relevance to the beliefs, practices, culture, and linguistic needs of the diverse client populations and communities being served, including clients and communities of color.

b. Has the capacity to respond to the issues of diverse communities, experiences, frames of reference, values, norms, and performance styles of clients and communities to make services and programs more welcoming, accessible, appropriate, and effective for all eligible and intended recipients.

Goods: Items other than real property or services, including any combination of supplies, equipment, materials, personal property, including any tangible, intangible, and intellectual property, and rights and licenses related to the item. See also Products.

Interpretation: Interpretation is the act of conveying a message from a spoken or signed language to a different signed or spoken language.

Language Access Plan (LAP): A set of policies, procedures, and implementation steps established to provide the most effective services for individuals who prefer to communicate in languages other than

English.

Language Assistance Services: Refers to oral, visual, and written language services that are used to provide individuals with LEP or disabilities meaningful access to, and an equal opportunity to participate fully in, the services, activities, and other programs administered by public organizations.

Limited English proficiency (LEP): A term first adopted by the United States Department of Education and

Office of Civil Rights to refer to individuals who are not fluent in the English language, often because it is not their native language.

Meaningful Access: According to the United States Department of Justice, “language assistance that results in accurate, timely, and effective communication at no cost to the individual with LEP needing assistance” and that is not significantly delayed, restricted, or inferior to access provided to individuals who are proficient in English.

Organizations can provide meaningful access to programs, services, and information by proactively eliminating communication barriers and ensuring that any individual can effectively communicate in their preferred language.

Proposer: A person, firm, or corporation that submits a proposal, bid, or statement of qualifications in response to a solicitation, such as a Request for Proposals (RFP), Request for Qualifications (RFQ), or Request for Quotations (RFQ).

Subtitling: An audiovisual modality of translation that consists of converting a video's dialogue into written text on the screen in a different language. Subtitles assume viewers can hear the audio and are typically used when the viewer does not speak the language(s) in the video.

Translation: Translation is the conversion of written text into equivalent written text in a different language.

Translation Memory (TM): Means a database that stores "segments", which can be sentences or paragraphs, that have previously been translated, to aid human translators. The translation memory stores the original language, known as the “source text”, and its corresponding translation in language pairs called "translation units".

Transcription: The process of converting spoken or recorded audio/video content into written text in the same language.

Vendor: An individual an individual or organization providing Goods or services under this RFP.

Vital Documents: Forms and informational materials published and maintained by local governments that are critical for communication, access to resources and services, and civic participation. Vital documents are generally considered priority documents for translation, since they are crucial for residents’ access to activities, services, programs, and other resources. Vital documents include but are not limited to:

applications; consent forms; complaint forms; intake forms; letters or notices about eligibility for benefits;

letters or notices that require a response; documents that must be provided by law; and notices regarding the availability of free language assistance services for individuals who prefer to speak languages other than English.

2.3 OVERVIEW AND PURPOSE

Agency Overview and Background

Oregon Housing and Community Services (Agency) is Oregon's housing finance agency. It provides financial and program support to create and preserve opportunities for quality, affordable housing for Oregonians with lower and moderate incomes. OHCS financial support and programs help Oregon address poverty and provide opportunities for housing stability, rental housing, homeownership, and community action programs.

The core functions and services of OHCS include:

• Housing Finance: Financing the building and preservation of affordable multifamily rental housing and encouraging homeownership.

• Housing Stability: Administering programs to prevent and end homelessness, including providing resources for emergency shelters and rapid rehousing.

• Community Services: Assisting with utility bills and weatherization to help maintain housing stability for low-income residents.

• Policy and Advocacy: Developing and implementing integrated statewide policies and the Statewide Housing Plan to address the housing continuum.

• Program Delivery: Delivering services primarily through grants, contracts, and loan agreements with local partners and community-based vendors.

OHCS is committed to advancing housing equity by addressing the institutional and systemic barriers that maintain disparity in housing and economic prosperity. Accessibility and language services play a significant role in the agency’s work for equity. Breaks in communication with Oregon’s communities represent breaks in OHCS’s ability to serve all Oregonians equitably and provide meaningful and accessible opportunities to all.

Additionally, lacking these services hinders access to housing opportunities by Oregonians with limited English proficiency and disabilities and their right to non-discrimination under the Civil Rights Act and the Americans with Disabilities Act (ADA).

Project Overview and Background

OHCS's original Language Access Plan (LAP) was developed in 2015. This plan emphasized the Agency’s requirement to provide language and accessibility services under federal law. As a result, the services were offered primarily by the agency’s federally funded programs. Less priority was given to ensuring access to other areas of service or operations. However, a lot has changed in the last ten years. At the state level, housing affordability and stability have become a priority in Oregon, and the agency’s array of funding sources, programs, and services has grown and diversified. OHCS has also developed greater awareness of the diversity of backgrounds and needs of the state’s residents and identified goals and strategies to address systemic and program barriers and to provide equitable and inclusive opportunities for all Oregonians.

OHCS received the first allocation dedicated to providing language services during the 2021 State Legislative Session. The infusion of these resources ($1.7M) allowed the agency to hire dedicated staff to lead and implement the language accessibility work during the 2021-23 budget cycle. With this, the agency was able to establish an agency-wide Language Access Program, cover the cost of language services, and update the agency’s Language Access Plan. The updated Language Access Plan reflects the agency’s learning and renewed commitment to removing barriers that persist and can prevent Oregonians from accessing public services. More recently, OHCS has allocated resources from its operating budget to meet the goals of the LAP and ensure the continuation of expanded and better services.

This solicitation for services reflects OHCS’s reassessment of the services needed to bridge communication gaps and to ensure meaningful and equitable access and participation by community members speaking languages other than English or who have disabilities and require assistive technology to communicate.

Purpose

The purpose of this RFP is to solicit proposals from qualified vendors to provide Accessibility and Language Assistance Services to support OHCS in communicating important program and participation information with the community in the languages and formats they prefer and understand best. OHCS shares information with the community through printed and electronic materials (including the agency’s webpage and social media), and through online and in-person events.

To ensure that Accessibility and Language Assistance Services are available through all Agency’s communication channels, and to a wider range of Oregonians, OHCS is seeking qualified vendors to provide one or all of the following services:

• Translation of written materials (for printed and electronic formats)

• Interpretation of spoken languages (in-person, over the phone, and/or through virtual platforms. Scheduled and/or on demand.)

• American Sign Language Interpretation (In-person, over the phone, and/or through virtual platforms. Scheduled and/or on demand.)

• Transcription of audio content to text

• Braille

• Subtitling

• Captioning, and

• Communication Access Real Time Translation (CART) Services

2.4 SCOPE OF WORK/SPECIFICATIONS

Selected Vendors will provide the following services to OHCS:

2.4.1 Translation Services

• Culturally aware and accurate translation of Agency’s printed and electronic information, including but not limited to:

o Program eligibility documents, forms, education, and outreach materials.

o Agency operation reports, public notices, and legal disclaimers.

o Content for Agency’s webpages.

o Email correspondence with program participants or potential program participants.

o Community engagement materials such as surveys, community feedback, and press releases.

• Desktop Publishing and formatting of OHCS translated printed and electronic materials.

• Technical assistance and collaboration to develop and maintain the Agency’s multi-lingual glossary of terms and Translation Memory, and adapt legal and technical terms to equivalent terms in the target languages when necessary for clear, accurate, and culturally relevant communications.

2.4.2 Interpretation Services

• Scheduled and/or on-demand Interpretation of spoken languages and/or American Sign Language (ASL), in-person, or remotely through telephone and virtual platforms.

• Consecutive and simultaneous Interpretation based on the needs of specific events or meetings.

• Identification of the type of interpretation and equipment needed and suitable for in-person events, and the provision of the equipment.

• Identification of the languages of program applicants or participants when needed.

2.4.3 Transcription Services

Conversion of audio content, such as voicemails and recorded meetings, into written text in English or other languages.

2.4.4 Braille Services

Accurate production of OHCS’s physical and digital materials into Braille, including but not limited to:

o Program eligibility documents, forms, education, and outreach materials.

o Agency operation reports, public notices, and legal disclaimers.

o Content for Agency’s webpages.

o Email correspondence with program participants or potential program participants.

o Community engagement materials such as surveys, community feedback, and press releases.

2.4.5 Captioning and Subtitling

Production and editing of video materials to add Closed Captions and/or Subtitles in English, Spanish, and other languages needed.

2.4.6 Communication Access Real Time Translation (CART) Services

• In-person and/or remote production of real-time communication access for Deaf, Hard of Hearing, and multilingual audiences.

• Identification and provision of the hardware and software needed to display text in English and other languages on screens or mobile devices at OHCS events or meetings.

Additionally, all selected vendors will provide technical assistance and collaboration to OHCS to:

• Ensure effective implementation and delivery of services through a smooth exchange of files and communication with the Agency.

• Plan and strategize with Agency staff and community partners, if needed, to respond to public emergencies, crises, natural disasters, and other situations that demand a fast response from OHCS.

• Document the provision of language services through reports of the services provided, their costs, and the languages utilized.

2.5 LANGUAGES

OHCS strives to provide services in the languages needed or preferred by Oregon residents. Vital Documents and information are translated into Spanish first and then into other languages requested by the public, community partners, or staff. Emergency planning and response information is translated more widely into Arabic, Chinese (Simplified), Japanese, Khmer, Korean, Nepali, Romanian, Russian, Somali, Spanish, Tagalog, Thai, Ukrainian, and Vietnamese first, and then into any other languages requested.

The most commonly requested languages for Interpretation in the last four years have been: Spanish, Russian, Chinese, Vietnamese, Korean, Arabic, Romanian, Ukrainian, and American Sign Language (ASL). Other, less frequently requested, languages include Oromo, Haitian Creole, Portuguese, Farsi, Mayan, German, Japanese, Swahili, Somali, and Tagalog. However, the ACS shows more than 75 languages spoken in Oregon.

Interpretation may be needed for any of them or for languages not reflected in the ACS.

Exhibits G and H show the languages spoken at home in Oregon by county, and the languages spoken by persons with Limited English Proficiency.

SECTION 3: MINIMUM QUALIFICATIONS

3.1 LICENSING AND CERTIFICATION REQUIREMENTS

To be eligible for evaluation, Proposers must attest that all linguists, translators, interpreters, transcribers, and other professionals who directly provide language or accessibility communication services between OHCS and its clients meet industry-recognized licensing and certification standards that confirm their qualifications. Upon request, Proposers must also supply documentation verifying the credentials and professional status of their staff.

The list below is not exhaustive but provides examples of the types of credentials, education, and professional experience OHCS requires to assess the qualifications and professional standing of the Vendor’s language and accessibility service providers:

Translation:

• National Certifications such as American Translators Association Certification (ATA),

• A diploma or graduate certificate from an accredited Translation program or school,

• Paid translation work for a public body, nonprofit organization, educational institution, or social service agency for a minimum of 2 years.

Spoken language interpretation:

• Certifications or credentials offered through state entities or institutions of higher education,

• Paid Interpretation work for a public body, nonprofit organization, educational institution, or social service agency for a minimum of two years.

American Sign Language (ASL) Interpretation:

• Certifications such as Certified Deaf Interpreter Certification (CDI), Registry of Interpreters for the Deaf (RID), National Association for the Deaf (NAD), National Interpreter Certification (NIC), Educational Interpreter Performance Assessment (EIPA), or Board for Evaluation of Interpreters (BEI).

• A diploma or graduate certificate from an accredited ASL interpretation program or school,

• Paid interpretation work for a public body, nonprofit organization, educational institution, or social service agency for a minimum of 2 years.

Transcription, Braille, and CART:

• Certifications such as Certified Realtime Reporter (CRR), Certified CART Provider (CCP), Certified Broadcast Captioner (CBC), Registered Professional Reporter (RPR), National Federation of the Blind (NFB), U.S.A Library of Congress, National Braille Association (NBA), American Association of Electronic Reporters and Transcribers (AAERT), or National Court Reporters Association (NCRA).

• A diploma or graduate certificate from an accredited school.

• Paid work for a public body, nonprofit organization, educational institution, or social service agency for a minimum of 2 years.

Subtitling and Captioning:

• Industry standard professional certifications, a diploma or graduate certificate from an accredited Translation program or school,

• Membership in a professional association such as the National Federation of the Blind (NFB) or the National Braille Association (NBA), or

• Paid professional work for a public body, nonprofit organization, educational institution, or social service agency for a minimum of 2 years

3.2 EXPERIENCE

OHCS Vendors must demonstrate experience providing inclusive language and communication services within public service settings such as housing, human services, healthcare, courts, and education. Inclusive, accurate, culturally affirming, and trauma- and poverty-informed communication is essential to effective public service. A Vendor’s experience in these areas strengthens OHCS’s ability to advance equity and maintain strong relationships with Oregonians who may benefit from the Agency’s programs and services, particularly individuals with limited English proficiency and those with disabilities that create communication barriers.

3.3 QUALITY ASSURANCE AND CUSTOMER SERVICE

All language and Accessibility service Vendors must have internal practices to evaluate the quality and effectiveness of their work, and their services are performed in accordance with the agreed-upon scope of work and the professional standards of their area of work. These practices must include procedures to identify, prevent, and ensure the non-occurrence and recurrence of defective or insufficient services.

Additionally, Vendors must have internal policies and practices related to customer service that aid in developing a collaborative and effective relationship with OHCS and support effective and timely delivery of services.

3.4 CODE OF ETHICS

Adherence to a professional code of ethics or other recognized standards of practice is required. Agency information and documents used in providing language and Accessibility services may have significant financial and social impacts on the individuals and organizations that rely on them, and may include sensitive or personally identifiable information. This responsibility includes promptly identifying and reporting any actual or potential conflicts of interest, as well as situations that could reasonably be perceived by the public as a conflict of interest. Doing so helps protect the integrity of clients, partners, the Vendor, and the Agency.

3.5 MINIMUM SUBMISSION REQUIREMENTS

Proposal Submissions

To be considered for evaluation, Proposal must contain each of the following elements (further detailed in Proposal Requirements section below):

• Cover Sheet

• Service Proposal

• Comprehensive List of Proposer Services and Costs

• Disclosure Exemption Affidavit (Attachment B)

• Proposer Information and Certification Sheet (Attachment C)

• Reference Check Form (Attachment D)

• Essential Services Cost Sheet (Attachment E)

• Responsibility Inquiry (Attachment F)

Proposal Page Limits

Proposals are limited to 10 pages. Any pages exceeding this limit will not be provided to the evaluation committee or considered in the evaluation. The following items do not count toward the page limit:

• Cover Sheet

• Comprehensive List of Proposer Services and Costs

• Disclosure Exemption Affidavit (Attachment B)

• Proposer Information and Certification Sheet (Attachment C)

• Reference Check Form (Attachment D)

• Essential Services Cost Sheet (Attachment E)

• Responsibility Inquiry (Attachment F)

Proposal Format and Quantity

Proposal should follow the format and reference the sections listed in the Proposal Requirements section.

Responses to each section and subsection should be labeled to indicate the item being addressed.

OregonBuys Electronic Response. Proposer should submit its Proposal electronically through OregonBuys.

Proposer should follow the procedures outlined in See: https://www.oregon.gov/das/ORBuys/Pages/Index.aspx for electronic submission.

Proposer shall submit one copy of its Proposal and all other submittal requirements, with Attachment C - Proposer Information and Certification Sheet bearing the Proposer’s authorized representative’s Signature, in one of the following formats: Adobe Acrobat (pdf), Microsoft Word (docx), or Microsoft Excel (xlsx). If Proposer believes any of its Proposal is exempt from disclosure under Oregon Public Records Law (ORS 192.311 through 192.478), Proposer shall complete and submit the Disclosure Exemption Affidavit (Attachment B). Proposer shall also mark as “Confidential” in OregonBuys all attachments to its Proposal that Proposer believes are exempt from disclosure.

The Proposer Information and Certification Sheet (Attachment C) must bear the Proposer’s authorized representative’s Signature.

3.6 AUTHORIZED REPRESENTATIVE

Proposer must designate an authorized representative with authority to bind the Proposer. Failure of Proposer’s authorized representative to sign the Proposal may result in rejection of the Proposal by Agency.

3.7 PROPOSAL REQUIREMENTS

Proposal must address each of the items listed in this section and all other requirements set forth in this RFP.

Proposer shall describe the goods to be provided or the services to be performed or both. A Proposal that merely offers to provide the goods or services as stated in this RFP may be considered non-Responsive to this RFP and will not be considered further.

Proposal should not include extensive artwork, unusual printing, or other materials not essential to the utility and clarity of the Proposal. Do not include marketing or advertising material in the Proposal, unless requested.

Proposal should be straightforward and address the requests of the RFP. Proposal containing unsolicited marketing or advertising material may receive a lower evaluation score if required information is difficult to locate.

3.7.1 Proposer Information and Certification Sheet

Proposer shall complete and submit the Proposer Information and Certification Sheet (Attachment C).

Failure to demonstrate compliance with Oregon Tax Laws and sign the Proposer Information and Certification Sheet may result in a finding of non-Responsibility.

3.7.2 Service Proposal

Proposer shall address each of the items listed in this section to describe their organizations and services.

3.7.3 Organizational Profile and Capacity:

Proposer shall provide a description of their organizational background and experience in language and/or accessibility services; the location of their headquarters and hours of operation; the qualifications and experience of the professionals delivering services; the services proposed for OHCS; strategies for meeting service demand, including urgent or short-turnaround requests; the organization’s ability to provide services within Oregon; and prior experience working with local governments or social-service entities, including project types and duration.

https://www.oregon.gov/das/ORBuys/Pages/Index.aspx

3.7.4 Service Process and Approach:

Proposer shall describe the team that will support the OHCS contract; the organization’s project-management and service-delivery processes; tools and technologies used to support the services; quality assurance policies and procedures; incident-management and response processes; data-security and confidentiality practices; and reporting capabilities available to OHCS.

3.7.5 Essential Services Cost

Attachment E, Essential Services Cost Sheet, identifies the services and languages most frequently utilized by the Agency. Proposers must complete Attachment E as part of their proposal submission, indicating which of the listed services they offer and providing all requested cost information for each selected service.

3.7.6 References

Proposer must submit three (3) references using Attachment D – Reference Form. Each reference must complete the form in its entirety. All three (3) complete reference forms must be included in the Proposer’s submission and received by the due date and time specified in this RFP. Refer to the reference requirements in the Evaluation Process, Reference section.

SECTION 4: SOLICITATION PROCESS

4.1 Public Notice

The RFP and attachments are published in the State of Oregon’s electronic procurement system OregonBuys at https://oregonbuys.gov/. Documents will not be mailed to prospective Proposers.

Modifications, if any, to this RFP will be made by written Amendment(s) published in OregonBuys. Prospective Proposer is solely responsible for checking OregonBuys to determine whether or not any Amendment(s) have been issued. Amendment(s) are incorporated into the RFP by this reference.

4.2 QUESTIONS / REQUESTS FOR CLARIFICATIONS

All inquiries, whether relating to the RFP process, administration, deadline, or method of award, or to the intent or technical aspects of the RFP must:

• Be delivered to the SPC via an OregonBuys submission only;

• Reference the OregonBuys bid number; S-91400-00017528

• Identify Proposer’s name and contact information;

• Refer to the specific area of the RFP being questioned (i.e., page, section, and paragraph number); and

• Be received by the due date and time for Questions/Requests for Clarification identified in the Schedule in Section 1.2.

https://oregonbuys.gov/

4.3 SOLICITATION PROTESTS

Protests to RFP

Prospective Proposer may submit a Written protest of anything contained in this RFP, including but not limited to the RFP process, Specifications, Scope of Work, and the Sample Contract. This is prospective Proposer’s only opportunity to protest the provisions of the RFP, except that Proposer may protest as provided below.

Protests to Amendment(s)

Prospective Proposer may submit a Written protest of anything contained in an Amendment. Protests to an Amendment, if issued, must be submitted by 5:00 p.m. Pacific Time on the second Business Day following the issuance of the Amendment or the date/time specified in the Amendment, or they will not be considered.

Protests of matters not added or modified by the Amendment will not be considered.

Requirements for Protests

All protests must:

• Be delivered to the SPC via email;

• Reference the OregonBuys bid number; S-91400-00017528

• Identify prospective Proposer’s name and contact information;

• Be sent by an authorized representative;

• State the reason for the protest, including:

o the grounds that demonstrate how the Procurement Process is contrary to law, Unnecessarily Restrictive, legally flawed, or improperly specifies a brand name; and o evidence or documentation that supports the grounds on which the protest is based;

and

• State the proposed changes to the RFP provisions or other relief sought.

Protests to the RFP must be received by the due date and time identified in the Schedule.

Protests to an Amendment must be received by the due date identified in the Amendment or by 5:00 p.m.

Pacific Time on the second Business Day following the issuance of the Amendment, if no due date is specified in the Amendment.

4.4 PROPOSAL DELIVERY OPTIONS

Proposer is solely responsible for ensuring its Proposal is received by the SPC in accordance with the RFP requirements before Opening. Agency is not responsible for any delays in mail or by common carriers or by transmission errors or delays, or for any mis-delivery for any reason. A Proposal submitted by any means not authorized below will be rejected. The following delivery options are permitted for this RFP:

Delivery through OregonBuys

Proposer must submit its Proposal electronically through OregonBuys at https://oregonbuys.gov/bso/. Detailed instructions on how to submit Proposal can be found on the Internet at:

https://www.oregon.gov/das/ORBuys/Pages/Index.aspx. Look under “Vendors and Suppliers” for a link to a https://oregonbuys.gov/bso/ https://www.oregon.gov/das/ORBuys/Pages/Index.aspx document entitled “How to Submit an Electronic Response to an Opportunity”.

4.5 PROPOSAL MODIFICATION OR WITHDRAWAL

If a Proposer wishes to make modifications to a submitted Proposal, the Proposer must first withdraw a submitted Proposal and submit a revised Proposal in one of the authorized methods listed in Section 4.4 (Proposal Delivery Options prior to Opening).

If a Proposer wishes to withdraw a submitted Proposal, it must submit a Written notice signed by an authorized representative of its intent to withdraw to the SPC via email prior to the Opening in accordance with OAR 137- 047-0440. To be effective, the notice must include the OregonBuys bid number.

4.6 PROPOSAL DUE

A Proposal (including all required submittal items) must be received by the SPC on or before Opening. All Proposal modifications or withdrawals must also be received prior to Opening.

A Proposal received after Opening is considered LATE and will NOT be accepted for evaluation. A late Proposal will be returned to the Proposer or destroyed.

4.7 PUBLIC OPENING

A public Opening will be held on the date and time listed in the Schedule set forth in Section 1.2 and in the manner stated on the Cover Page. Only the name of the Proposer will be read at the Opening, no other information will be made available at that time. Proposals received will not be available for inspection until after the evaluation process has been completed and the notice of Intent to Award is issued pursuant to OAR 137- 047-0450 (2) and OAR 137-047-0610.

4.8 PROPOSAL REJECTION

Agency may reject a Proposal for any of the following reasons:

• Proposer fails to substantially comply with all prescribed RFP procedures and requirements, including but not limited to the requirement that Proposer’s authorized representative sign the Proposal.

• Proposer has liquidated and delinquent debt owed to the State or any department or agency of the State.

• Proposer fails to meet the responsibility requirements of ORS 279B.110.

• Proposer makes any contact regarding this RFP with State representatives such as State employees or officials other than the SPC or persons authorized by the SPC, or inappropriate contact with the SPC.

• Proposer attempts to influence a member of the Evaluation Committee.

• Proposal is conditioned on Agency’s acceptance of any other terms and conditions or rights to negotiate any alternative terms and conditions that are not reasonably related to those expressly authorized for negotiation in the RFP or Amendment(s).

4.9 EVALUATION PROCESS

Each Proposal meeting all Responsiveness requirements will be independently evaluated by members of an Evaluation Committee. Evaluation Committee members may change, and Agency may have additional or fewer evaluators for optional rounds of competition. For Round 1, Evaluators will assign scores to each evaluation element based on the criterion listed below in Section 4.11 up to the maximum points available as specified in Section 4.11 (Point and Score Calculation).

Proposers receiving the highest overall scores in Round One will advance to Round Two of the solicitation, which will include a more comprehensive review of the costs for the full range of services and languages offered by each proposer. Cost proposals in Round Two will also be subject to further consideration and negotiation.

SPC may request further clarification to assist the Evaluation Committee in gaining additional understanding of a Proposal. A response to a clarification request may only clarify or explain portions of the already submitted Proposal and may not contain new information not included in the original Proposal. If the Agency requests further clarification regarding a proposal, the proposer must submit their response within three (3) business days from the date the SPC provides notification.

Responsiveness and Responsibility Determination

Responsiveness determination

A Proposal received prior to Opening will be reviewed to determine if it is Responsive to all RFP requirements, including compliance with Section 3 (Minimum Qualifications) and Section 3.5 (Minimum Submission Requirements). If the Proposal is unclear, the SPC may request clarification from Proposer. However, clarifications may not be used to rehabilitate a non-Responsive Proposal. If the SPC finds the Proposal non- Responsive, the Proposal may be rejected; however, Agency may waive mistakes in accordance with OAR 137- 047-0470. If the SPC issues a request for clarification regarding a Proposal, the Proposer must provide the response within three (3) business days from the date the SPC notifies the Proposer of the request.

Responsibility Determination

Agency will determine if an apparent successful Proposer is Responsible prior to award and execution of the Contract. Proposers shall submit a signed Responsibility Inquiry form (Attachment F) with Proposal.

At any time prior to award, Agency may reject a Proposer found to be not Responsible.

4.10 Proposal Evaluation Elements and Criteria

Evaluation Committee members will assign points to the elements of Proposals described in Section

4.11. Evaluators will assess the extent to which each proposer meets the Agency’s needs for qualified services, strong customer service, cost-effective services and relevant experience.

4.11 Service Proposal Points and Score Calculations

The following table provides an example of the criteria and evaluation guide that evaluators will use to rate the Service Proposals:

Criteria Scoring Guide

Criterion 1: Organizational Profile & Capacity

This criterion evaluates the proposer’s organizational structure, experience, staffing qualifications, operational capacity, and demonstrated ability to deliver timely, high-quality language and/or accessibility services that meet OHCS needs:

1.1- Organizational Background & Experience

1.2- Operational Capacity

1.3- Staff Qualifications

1.4- Service Offerings & Capability

1.5- Responsiveness & Turnaround

5 Points – Excellent / Fully Demonstrated

The proposer provides a comprehensive, detailed, and highly relevant demonstration of organizational capacity. Shows no gaps and exceeds expectations.

4 Points – Strong / Above Expectations

The proposer provides clear, relevant, and well-aligned information with minor limitations that do not affect confidence.

3 Points – Strong but With Small Gaps

The proposer provides solid information with minor clarity or completeness gaps. Overall capability is strong.

2 Points – Adequate / Meets Expectations

The proposer meets minimum expectations but lacks detail, clarity, or depth. Several omissions that reduce confidence.

1 Point – Weak / Below Expectations

The proposer provides minimal, unclear, or incomplete information. There are substantial gaps that undermine confidence.

0 Points – Does Not Meet Expectations

Information is missing, irrelevant, or does not address the criterion. There is no supporting evidence of capability.

Criterion 2: Service Process & Approach

This criterion assesses the proposer’s processes, tools, methodologies, and controls that ensure consistent, accurate, secure, and high-quality service delivery:

2.1- Team Structure & Role Clarity

2.2- Project Management & Workflow Processes

2.3- Tools & Technology

2.4- Quality Assurance

2.5- Incident Management

2.6- Data Security & Confidentiality

2.7- Reporting Capabilities

7 Points – Excellent / Fully Demonstrated

The proposer provides a thorough, highly structured, and well-supported approach aligned with best practices.

5-6 Points – Strong

The proposer provides a clear, strong, and operationally sound approach. Shows minor weaknesses or gaps that do not reduce confidence.

3–4 – Adequate / Meets Expectations

The proposer provides a generally good approach with some missing details. Some areas need elaboration. Several omissions that reduce confidence.

1–2 Points – Weak / Below Expectations

The proposer provides minimal, unclear, or insufficient information. Shows significant gaps that raise reliability concerns.

4.12 Essential Services Cost

In the first round of evaluation, the Agency will focus on the cost of the services most frequently used. These costs will be scored by the Evaluation Committee as part of the Proposer’s total score. To assess cost, the Agency will compare the service prices listed in Attachment E and categorize them into three pricing tiers.

Proposers will then be assigned points based on the tier in which the majority of their service costs fall:

• Proposers with most services priced in the lowest-cost tier will receive 10 points.

• Proposers with most services priced in the mid-cost tier will receive 5 points.

• Proposers with the highest number of services priced in the highest-cost tier will receive 1 point.

Proposers receiving the highest overall scores in Round One will advance to Round Two of the solicitation, which will include a more comprehensive review of the costs for the full range of services and languages offered by each proposer.

4.13 References

The Proposer must submit three (3) references using Attachment D – Reference Form. Each reference must complete the form in full and return it to the Proposer for inclusion in the proposal. References will be evaluated by the Agency based on the scores provided on Attachment D. Each reference will rate the Proposer in four areas using a 0–4 scoring scale. The three evaluation areas are: customer service responsiveness, quality and performance expectations, and overall satisfaction and communication.

The following table provides an example of the scoring guide that evaluators will use to rate each References’ feedback:

0 Points – Does Not Meet Expectations

Information is missing, irrelevant, or does not address the criterion. There is no supporting evidence of capability.

Criterion Scoring Guide

1. Customer Service Responsiveness

2. Quality and Performance Expectations

3. Overall Satisfaction and Communication

3 – Excellent Reference feedback is consistently strong. Contractor shows high responsiveness, meets or exceeds quality expectations, communicates clearly and reliably, and resolves issues effectively. No concerns identified.

2 – Good Reference feedback is mostly positive with only minor or isolated concerns. Contractor generally meets expectations, is responsive, and communicates well.

1– Fair / Mixed Reference feedback indicates notable or recurring concerns.

Contractor shows inconsistent responsiveness, variable quality or performance, or challenges in communication or issue resolution.

4.14 Oregon Supplies and Services

Oregon Goods and Services

Agency prefers Oregon goods and services, and for evaluation purposes, per ORS 279A.128, Agency shall subtract 10% from the price for any Proposer proposing all goods fabricated or processed or all Services performed entirely in Oregon before calculating the price score.

Reciprocal Preference

For evaluation purposes per OAR 137-046-0310, Agency shall add a percentage increase to each out-of-state Proposer's Proposal price that is equal to the percentage preference, if any, given to a Resident Proposer in the Proposer's state.

Recycled Materials

Agency will give preference to goods manufactured from Recycled Materials if each of the conditions specified in ORS 279A.125 (2) exists following any adjustments made to the price of the goods according to any applicable reciprocal preference.

4.15 Tiebreakers

If Agency receives Proposals identical in price,…