BPM006584_Exhibit_B_-_RSS_Client_Services_Procedural_Manual.pdf

RSS Client Service Procedure Manual

Arizona Refugee Resettlement Program

RSS Client Services

Contract Active Date:___/__/____

1. STATEMENT

The Arizona Refugee Resettlement Program (RRP) Refugee SupportServices:

TheobjectiveoftheCaseManagementandEmploymentServicesaretosupport effective resettlement of refugees and other eligible beneficiaries through the available services to obtain and retain the goal of self-sufficiency as quicklyas possible after arrival in the United States (U.S.) or grant of qualifying status, pursuant to Title IV, Chapter 2, Section411(8UnitedStatesCode1521)ofthe ImmigrationandNationalityAct(INA).Providedservicesshallprimarilyfocuson addressing barriers to Clients’ self-sufficiency by developing a comprehensive Self-Sufficiency Plan (SSP) that is achievable and measurable, with a commitment to monitoring and assessing the effectiveness of such services through outcome evaluation.

NOTE:ShouldanydiscrepancyexistbetweentheContractandthismanual,the Case Manager must defer to the Contract.

2. APPLICABILITY

This policy applies to:

2.1. Contract Staff

2.2. DES Employees of RRP

3. AUTHORITY

Code of Federal Regulation

1. 45 CFR Part 400and401

Immigration and Nationality Act 1. Title IV, Chapter 2,Section 411and

Office of Refugee Resettlement Policy Letters

1. Policy Letter 16-01 Documentation Requirements for the Refugee Resettlement Program

2. Policy Letter 18-04 Refugee Support Services

3. Policy Letter 21-06 Family https://www.ecfr.gov/current/title-45/subtitle-B/chapter-IV/part-400?toc=1 https://www.ecfr.gov/current/title-45/subtitle-B/chapter-IV/part-401 https://uscode.house.gov/view.xhtml?req=granuleid:USC-prelim-title8-section1521&num=0&edition=prelim https://uscode.house.gov/view.xhtml?req=granuleid:USC-prelim-title8-section1522&num=0&edition=prelim https://www.acf.hhs.gov/orr/policy-guidance/documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/orr/policy-guidance/documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/orr/policy-guidance/documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/orr/policy-guidance/refugee-support-services https://www.acf.hhs.gov/orr/policy-guidance/refugee-support-services http://www.acf.hhs.gov/sites/default/files/documents/orr/ORR-PL-21-06-Enhanced-Family-Self-Sufficiency-Plan.pdf

Self-Sufficiency Plan Requirements t Promote Self-Sufficiency and Integra

4. PL 19-06 Eligibility for ORR Services for Cuban and Haitian Entrants Without Work Authorization

A.R.S. § 41-1954(A)(6) 1. State Contracts and Obligations

4. General Client Service Protocols

4.1. Ensure all staff working under RRP RSS Client Services contract are trained and have regular access to a computer equipped with the latest version of Chrome browser to access the Arizona Refugee Resettlement

Program Online Data System (ARRPODS).

4.2. Utilize the ARRPODS system for applying for ORR services and developing and maintaining a Self-Sufficiency Plan (SSP) and

Employability Plan (EP).

4.3. Consistently maintain current and accurate information and service documentation within the Client Service Record in ARRPODS for any services provided by the Contractor or any third party, including but not limited to:

4.3.1. all services provided to the client;

4.3.2. all communication with the client; and

4.3.3. client contact and employment information.

4.4. ContractorsshallcompletetheClientRecertificationProcessasdescribed in Section 11.4.

4.5. EngageinnecessarycommunicationwithotherContractorsinaccordance with the guidelines described in Section 11 of this document.

4.6. Maintain Client records concerning incoming secondary migrants and

Client out-migration within ARRPODS.

4.7. Ensure timely interpretation services are provided in the Client's primary language as indicated in ARRPODS whenever the Client is contacted.

http://www.acf.hhs.gov/sites/default/files/documents/orr/ORR-PL-21-06-Enhanced-Family-Self-Sufficiency-Plan.pdf http://www.acf.hhs.gov/sites/default/files/documents/orr/ORR-PL-21-06-Enhanced-Family-Self-Sufficiency-Plan.pdf https://www.acf.hhs.gov/orr/policy-guidance/eligibility-orr-services-cuban-and-haitian-entrants-without-work-authorization https://www.acf.hhs.gov/orr/policy-guidance/eligibility-orr-services-cuban-and-haitian-entrants-without-work-authorization https://www.acf.hhs.gov/orr/policy-guidance/eligibility-orr-services-cuban-and-haitian-entrants-without-work-authorization https://www.acf.hhs.gov/orr/policy-guidance/eligibility-orr-services-cuban-and-haitian-entrants-without-work-authorization https://www.azleg.gov/ars/41/01954.htm

4.8. Assist the Client with re-entering services as the Contractor capacity allows under this contract, and when the Client requires additional assistance.

5. Refugee Support Services Enrollment Protocol and Procedure

5.1. DuringClientenrollmentintoRSSservicesinARRPODS,provideanRRP program orientation to Clients eighteen years old or older. The RRP services orientation shall provide an understanding of the following documents:

5.1.1. The RRP services Client Rights and Responsibilities, for the program in which the Client is enrolled.

5.1.2. The RRP Reconciliation/Sanctioning Procedures

5.1.3. The RRP Statement of Understanding

5.2. The Contractor, Client, and interpreter, shall sign all required orientation documents acknowledging that the documents have been explained and received. The signed forms shall be uploaded into the

Client’s record in ARRPODS during the enrollment process.

5.3. Provide written translation of orientation documents in the Client’s identified primary language or a language in which the Client indicates literacy, if available.

5.4. Incasesofilliteracyorincircumstanceswheretranslatedmaterialsforthe required language is not provided by RRP,theContractorshallutilizean interpreter to inform the Clients of the information contained within the documents. The Provider, Client, and interpreter shall sign the English copy of the document to demonstrate the Clients consent and understanding of the information presented.

5.5. If Clients are work-exempt the case manager will document the exemption criteria in ARRPODS.

5.6. ThecasemanagermustcreateaClientServiceRecordinARRPODSfor every Client within a Household within 3 business days from a Client’s date of arrival or grant of qualifyingstatus.Ifahouseholdalreadyexists, then open the household record and proceed to Section 5.8.3.

5.7. Determining Eligibility

5.7.1. Pursuant to ORR PL16-01 eligible individuals may receive case management services funded through the ORR-funded grants, includingbutlimitedtoRSS,inaccordancewiththeorderofpriority stated in the RSS Client Services.

5.7.2. To verify ORR eligibility, the Contractor will need to confirm that they have the documentationrequiredtoshowClient'seligibilityto

RSS services uploaded into ARRPODS under the Client’s record.

5.7.3. ORRdocumentationguide(ORRPL16-01)definesdocumentation

requirements by status.

5.7.4. If the Contractor f is uncertain about documentation and eligibility, they can send it encrypted to RRP (rrp@azdes.gov) or directly to the ORR Policy Unit’s Eligibility Box

(RefugeeEligibility@acf.hhs.gov) for review.

5.8. Creating Household Record

5.8.1. From your ARRPODS dashboard, click the “Create New

Household” tab on the left.

5.8.2. Enter the family's last name into the text box and click “Submit”.

5.8.3. Oncethehouseholdiscreated,clickonthegreenbutton“New”on the top right of the screen to create a Client Record in the household. Follow the instructions through the HouseholdWizard.

Creating a Client Record includes the process to apply for ORR services.

mailto:RefugeeEligibility@acf.hhs.gov

5.9. Applying for ORR Services

5.9.1. The Contractor must apply for ORRserviceforeveryClientwithin the Household Record.

5.9.2. OnceaClientRecordiscreated,allrequireddocumentation(listed below)mustbeuploadedintotheClientServiceRecordbyclicking on the paperclip icon on the bottom right corner.

5.9.2.1. Client’sI-94,Passport,orUSCISimmigrationdocumentation that clearly states the Client’s eligibility to ORR services.

5.9.2.2. Signed documentation as outlined in Section 5.1.

5.10. OnceaClientrecordiscompletedandthedocumentationisuploadedinto

ARRPODS, click the green checkmark onthebottomrightoftheClient’s profile tosubmitanapplicationforORRservices.Client’scaseshouldbe reviewed by RRP within 24-48 hours.

5.11. RSS Services Intake

5.11.1. TheContractormustutilizetheintakeformprovidedbyRRP.Once the intake is completed, theContractormustuploadthedocument into the Client Service Record in ARRPODS.

5.11.2. RSS Services intakes shall follow the Strength-based Perspective and must include athoroughassessmentoftheClient’sstrengths, challenges, and needs.

5.11.3. The RSS Services Intake form will serve as the starting point in building the Client’s SSPandEP.Itmustincludeidentifyingneeds and barriers.

6. Case Management Services Protocols and Procedures

6.1. All households receiving services, whether case management;

employment; or other services allowable under 45 CFR Part 400, must have a SSP.

6.2. Developing and Maintaining Client Self-Sufficiency Plan (SSP)

6.2.1. SSP is made up of a series of Goals (both short and long-term).

Short-term goals should be completed within 30 days. SSPsshall be, ifneeded,updatedperiodicallyduringtheClientRecertification

Process described in Section 11.4.

6.2.2. SSPs should be jointly developed in a way that encourages household participation and empowers them to take ownership of their goals and agency of their own well-being.

6.2.3. Document any and all services and contact with Clients for each goal, whether provided directly by the Contractor,orbyothers,in the Client’s SSP.

6.2.4. The Contractor will communicate with Clients in he household regularly,asdescribedinSection11ofthisdocument,toverifythe effectiveness of interventions, adjust Client tasks, and assessany new needs.

6.3. Creating SSP Goals in ARRPODS

6.3.1. The Contractor will use the ARRPODS system Goals object to indicate the Clients’ goals in the ARRPODS SSP template.

6.3.2. Use ARRPODS to record Goals that match the Client’s needs expressedduringtheirintakeprocess.Usethefollowingprocedure to record client goals:

6.3.2.1. ClickontheSSPplantabonthelowerleftsideoftheClient

Service Record on your dashboard.

6.3.2.2. Click on the green “New” button on the top right of the screen.

6.3.2.3. Using the dropdownbox,selectthegoaltypethegoalmost

closely identifies with.

6.3.2.4. Usethedescriptiontextboxtoprovideashortdescriptionof the goal.

6.3.2.5. Indicate whether the goal is connected to employment or employment retention.

6.3.2.6. Click “Submit”.

6.3.3. Each Goal will have a series of action items (tasks) that will be updated and maintained astheClient’sneedsevolve.Eachaction item will have the following parts:

1. Clearly stated action;

2. Clearly defined time frame (set deadlines) to track progress; and

3. Stated responsible party

6.4. Household Budgets

6.4.1. Develop the household budgets that determine the income levelanindividualorfamilywouldneedtoearninorderforan individual or family to be considered economically self-sufficient.

6.4.2. Thebudgetmustbecompletedutilizingthetemplatefound

in ARRPODS.

6.4.3. Household budgets must be developed within 3 days of the completion of the Client’s intake.

6.4.4. The initial household budget may be based on estimations of household financial liabilities; however, with the completion of the first Client Case Recertification process describedinSection11.4.

Household budgets must be completed jointly with the Client and according to the Client’s goals set in their SSP.

6.4.5. Household budgets must be completed every 3 months,oratany time the Client experiences events that greatly impact financial stability, whichever comes first.

7. Employment Services Protocols and Procedures

7.1. All employable members (non exempt clients ages eighteen(18)tosixty four (64) yearsold)inahouseholdmusthaveanindividualEmployability

Plan (EP) developed.

7.2. Employment services must encompass an employability assessment, which includes aptitude and skills testing, as well as digital literacy evaluation.

7.3. EPs should be jointly developed and updated in a way that encourages

Client participation and empowers them to take ownership of their goals and leads to self-sufficiency as quickly as possible.

7.4. Developing Individual Employability Plan in ARRPODS

7.5. CreateandupdateanemploymentrecordinARRPODSeachtimeaclient obtains or loses employment.

7.6. TheProvidershallprovidethefollowingservices,includingbutnotlimited to:

7.6.1. Job Readiness;

7.6.2. Job Orientation;

7.6.3. Job clubs; and

7.6.4. Job workshops

7.7. UseARRPODStorecordemploymentGoalsthatmatchtheClient’sneeds expressed during their intake process. Use the following procedure to record client goals:

7.7.1. ClickontheEPplantabonthelowerleftsideoftheClientService

Record on your dashboard.

7.7.2. Click on the green “New” button on the top right of the screen.

7.7.3. Usingthedropdownbox,selectthegoaltypethegoalmostclosely identifies with.

7.7.4. Use the description text box to provide a short description of the goal.

7.7.5. Click the check box to indicate the goal is connected to employment or employment retention.

7.7.6. Click “Submit”.

8. Referrals and Access Requests Protocols and Procedures

8.1. TheContractorshallreferClientstoanyandallexternalservicesneeded to achieve SSP goals.

8.2. The Contractor will refer Client(s) to services listed below based on the

Clientsdemographicsandrequestedservicereferralacknowledgedonthe

Client’s signed Statement of Understanding. The Contractor will refer

Clients to the listed services below within the indicated time frame.Ifno timeframeislisted,ortheClientisinneedofadditionalservicesnotlisted below, the Contractor will refer the Client within 2 business days of determination of need.

8.2.1. Refugee School Impact Programing:For all Refugee

students aged 5-18 & their parents as well as any Refugees

Aged 18+ who are currently enrolled in High school or a

GED program.

8.2.2. Services to Older Refugees:For all Refugees aged60+

who require assistance in obtaining Citizenship or elder-specific services if the Contractor cannot assist the

Client in receiving elder-specific services.

8.2.3. English Language Training (within 30-days):For all

Refugees 18+ who are seeking employment or need to develop language skills to pursue employment in the future or assist the family in taking care of barriers identified in self-sufficiency plans.

8.2.4. Employment Services (within 30-days):For all Refugees

who are seeking employment and meet the criteria for enrollment into the program.

8.3. Referring a Client

8.3.1. TheContractorwillutilizethereferralfunctioninARRPODSlocated on the bottom right-side of the Client Record. Take the following steps to complete a referral:

1. Click on the Collaborate tab.

2. Select the Contractor you wish to send the Client referral.

3. Click “Collaborate”.

8.4. Request Access Function

8.4.1. Case Management Provider will respond to any referral request in ARRPODS from any RRP contractor where a Client presents for services within 5 business days.

8.4.1.1. To access the referral requests click on the “Request

Access” tab on the left-side of your ARRPODS dashboard.

8.4.1.2. Select the “Inbound” tab, and respond to the access

request.

8.4.1.3. The Contractor will ensure the Client has a valid

Statement of Understanding or Release of Information to allow for transfer of personally identifiable data.

8.4.2. If the Provider requires access to a Client record they may utilize the same feature to request access.

8.4.2.1. Clickonthe“RequestAccess”ontheleftsidemenu ofyour

dashboard.

8.4.2.2. Clickonthegreen“New”buttononthetoprightcornerofthe

access request page.

8.4.2.3. Provide the following information in the access request pop-up box:

8.4.2.3.1. the Client’s full name OR the Client’s alien number;

8.4.2.3.2. the Client’s birthdate AND year of ORR eligibility.

9. Emergency Protocols and Procedure

9.1. The ContractorsmustreportanyemergencysituationtoRRPassoonas possible, Client safety and security takes priority.

9.2. Emergency situations are defined as:

9.2.1. Issues of child or elder abuse or neglect.

1. Abuse includes but is not limited to, physical; emotional; or mental.

2. In instances of suspected child abuse, neglect, exploitation, or abandonment, file a mandatory reporthere.

9.2.2. Domestic Violence.

9.2.3. Any situation where a Client’s life was in danger, put at risk, or death.

9.3. OncetheClient’simmediateneedshavebeenaddressed,theirsafetyand security has been established, and the proper authorities have been notified,theContractorwillsendanemailtotheDirectServicesManager, DeputyStateRefugeeCoordinator,andtheStateRefugeeCoordinatorin an encrypted email and include the following:

9.3.1. A statement and summary of the incident.

9.3.2. A list of individuals that have been engaged and impacted by the event.

9.3.3. Actions that have already been taken by the Contractor.

9.3.4. Any other relevant information not protected by HIPPA regulations.

10. Grievances Protocol and Procedures

10.1. Staff should utilize the following grievance procedure to facilitate the resolution of any Client grievances pertaining to the services provided underthiscontract.Itisimportanttonotethatforthegrievanceprocedure to proceed, the Client must have signed and acknowledged their Rights and Responsibilities for the employment andcasemanagementprogram in which they are currently enrolled.

https://dcs.az.gov/report-child-abuse%20,

10.1.1. The Client needs to initiate the grievance with the Contractor about their complaint. The Contractor must record the grievance as a case note in the ARRPODS system. The Contractor should upload a signed copy of the Grievance Receipt Form, which can be found at:https://des.az.gov/services/aging-and-adult/refugee-resettlement/ arizona-refugee-resettlementprogram-quarterly, Thedocument section in ARRPODS shall be subject to amendments, as necessary. In the event that an uploaded copy is required, the

Client, contractor, and interpreter shall sign the form and provide copies to the Client.

10.1.2. Upon the logging of a grievance in ARRPODS, it is incumbent upon the Contractor to formulate an action plan aimed at redressing the grievance. The Contractor is further required to record the action plan in ARRPODS as a modified Self Sufficiency Plan (SSP).

10.1.3. In the event that the action plan does not materialize or fails to meet the Client's expectations, the Client is entitled to escalate the matter to a supervisor at the Contractor's end

10.1.4. The supervisor shall adhere to the prescribed procedures outlined in the instructions

1. If the action plan created by the supervisor does not succeed or does not meet the Client's expectations, the Contractor must tell the Client to file a formal grievance as a written complaint. The grievance can be written in the Client's native language or with the help of an interpreter provided by the Contractor if the

Client cannot read or write. The Client and interpreter

(if used) must sign and date the complaint.

2. Upload all formal grievances into the document section of the ARRPODS system and bring them to the attention of the Contractors Executive Director

(ED). The ED is responsible for completing the https://des.az.gov/services/aging-and-adult/refugee-resettlement/arizona-refugee-resettlement https://des.az.gov/services/aging-and-adult/refugee-resettlement/arizona-refugee-resettlement necessary steps detailed in 4.24.11.1 and 4.24.11.2.

10.2. In the event that the action plan devised by the ED does not materialize or fails to meet the expectations of the Client, the matter shall be referred to

RRP for further consideration.

10.3. RRP will conduct a full case file review to determine the Contractor’s compliance with this contract and will assist in identifying outside resources to address the Client’s concerns if any are required.

11. Communication Protocols and Procedures

11.1. Contractors shall conduct monthly check-in calls with Clients to confirm that the interventions performed under the Client’s SSP and EP have maintained their efficacy and assess their service status and needs.

11.2. Contractorsshallcontacttheemployedclientandemployerwithinaperiod of one (1) day subsequent to theclient'semployment(regardlessofwho identified the job) to identify any concerns or needs that require adjustment and to provide assistance in resolving them.

11.2.1. In instances where communication with the Client cannot be established within one (1) day of a client’s subsequently entering employment, contact them as soon as possible and clearly document the reasons for the delay in ARRPODS.

11.2.2. The Contractor shall conduct follow-up employment check-ins at one (1) week, one (1) month, and three (3) monthsintervals,with additional follow-up activities being undertaken as required to address any unresolved concerns.

11.3. In caseswhereClientsaredeemedeconomicallyself-sufficient,indicated inARRPODS,Contractorswillmakeattemptstocontactthemeverythree

(3) months, using their last known contact information and record these activities under the Outreach task type, to verify their status and offer continuedservices,iftheproviderremainsunabletoestablishcontactwith the Client for 2 consecutive 3 month periods this procedure no longer applies.

11.4. Client Case Recertification

11.4.1. TheContractormustcontacttheClientevery3monthstoverifythe following information during the recertification process:

11.4.1.1. Residential Address

11.4.1.2. Phone Number

11.4.1.3. Email Address

11.4.1.4. Employment and Income of all work eligible household members.

11.4.1.5. Household Budget Section 6.4.

12. Monitoring and Reporting

12.1. Monthly Waitlist Report

12.1.1. All Contractors will submit a monthly waitlist report by the first of each month. The report will include the following:

12.1.1.1. Namesofallclientsthathavebeenwaitlistedforanyreason and any client that waited five or more business days to receive services.

12.1.1.2. The dates services were requested and the dates services were provided, if applicable.

12.1.1.3. The current status of the client (i.e., receiving services or waitlisted).

12.1.1.4. Explanation for delay of services.

12.2. SSP and EP Quality Assessment

12.2.1. Ensure thatstaffmembersholdingapositionequivalenttoadirect line supervisor or higher conduct Client Service Record reviews quarterly of 20% of active Clients.

12.2.2. This report is due to RRP at the end of every quarter period.