BPM006628_Exhibit_B_-_Refugee_School_Impact_Client_Services_Procedural_Manual.pdf

1 | Page

Direct Service Contracts Refugee School Impact Client Services

Procedural Manual

2 | Page

Arizona Refugee Resettlement Program

Table of Contents - Refugee School Impact Program

Table of Contents

1. 32. 33. 34. 45. 46. 57. 58. 79. 7

3 | Page

Refugee School Impact Services (RSI)

Contract Active Date:___/__/____ Revised on: 12/14/2023

1. PURPOSE STATEMENT

The Arizona Refugee Resettlement Program (RRP) implements a client service model for administering school support services outlined in the Office of Refugee Resettlement section II of the PL 22-07 through local Contracted Providers for those that meet eligibility conditions outlined in ORR PL 16-01. These services are funded by the United States Department of Health and Human Services (HHS), the Administration for Children and Families, and the Office of Refugee Resettlement (ORR) through the Refugee Support Services (RSS) Set-Aside. This document outlines specific policies of the Refugee School Impact contract around unique use case scenarios and is subject to change as additional information, guidance, and/or requirements are received from the ORR and RRP procedural needs.

To provide Refugee School Impact (RSI) Services as described under 45 Code of Federal Regulations (CFR) § 400.155, to the populations described under the Eligible Beneficiaries Section in the in the Scope of Work and pursuant to the most recent policy letters located at: P.L. 22-07 may be amended.

2. APPLICABILITY

This policy applies to:

2.1. Refugee School Impact Program Service Providers

2.2. DES Employees of RRP

3. AUTHORITY

Office of Refugee Resettlement (ORR) Policy Letters

1. Policy Letter 16-01

2. Policy Letter 22-07

A.R.S. § 41-1954(A)(6) 1. State Contracts and Obligations https://www.acf.hhs.gov/sites/default/files/documents/orr/orr-pl-22-07-refugee-school-impact-2021-12-08.pdf https://www.hhs.gov/guidance/document/orr-pl-16-01-documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/sites/default/files/documents/orr/orr-pl-22-07-refugee-school-impact-2021-12-08.pdf https://www.acf.hhs.gov/orr/policy-guidance/documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/sites/default/files/documents/orr/orr-pl-22-07-refugee-school-impact-2021-12-08.pdf https://www.azleg.gov/ars/41/01954.htm

4 | Page

4. ELIGIBILITY

4.1. Pursuant to ORR Policy Letter 22-07 eligible individuals, further defined in ORR Policy Letter 16-

01 may receive RSI.

4.1.1. To verify ORR eligibility for RSI services, contracted providers will need to confirm that they have the documentation required to show client entitlement to RSI services uploaded into ARRPODS under the client’s record.

4.1.1.1. ORR documentation guide (ORR PL 16-01) defines documentation requirements by status; furthermore, ORR PL 22-02 augments this document by adding information on acceptable documentation that would qualify Refugees and other eligible beneficiaries, for services.

4.1.1.1.1. If the RSI contracted provider is uncertain about documentation and eligibility, they can send it to the Refugee Resettlement Program (RRP) at RRP@azdes.gov or directly to the ORR Policy Unit’s Eligibility Box at RefugeeEligibility@acf.hhs.gov for review.

5. GENERAL PROCEDURAL REQUIREMENTS

5.1. Contracted provider will train all staff members who work with Clients, served in the RSI Services contract, to utilize and have regular access to a computer with the most recent version of Chrome browser to access the Arizona Refugee Resettlement Program Online Data System

(ARRPODS).

5.2. Verify Client household address, phone number, and email is current and correct in ARRPODS at every point of contact with the Client.

5.3. Contracted provider will create and maintain RSI service(s) in ARRPODS for every individual enrolled in RSI services under the Contract.

5.4. All services related to the RSI contract will be recorded in ARRPODS within ten (10) business days of the service being provided. The contracted provider will record services according to the requirements listed in Section 7.13 of this document.

5.5. Grant Client access via the Client Access Request feature in ARRPODS when an inbound request is submitted by another contracted provider within five (5) business days of receipt.

5.6. Ensure that Client contact data is reviewed and updated in ARRPODS at each point of Client interaction.

5.7. Upload supporting documentation required to substantiate a contract or State Plan workflow, including all exemption documentation, into the upload documents object in ARRPODS within ten (10) business days of receipt of the document.

5.7.1. Any written workflow prescribed in this document where a format is not available in

ARRPODS, or provided by RRP, shall be left to the contractor provider’s discretion for development. Upon client signature, the contractor provider will ensure that services are documented in the Client Service Record in ARRPODS.

5.7.2. Address any alerts on Client Service Records presented in ARRPODS within five (5) business days.

5.8. Ensure that all supporting documentation needed to explain a Client’s extenuating circumstances (aside from HIPAA Data) is uploaded in the documents uploaded in ARRPODS.

https://www.acf.hhs.gov/sites/default/files/documents/orr/orr-pl-22-07-refugee-school-impact-2021-12-08.pdf https://www.hhs.gov/guidance/document/orr-pl-16-01-documentation-requirements-refugee-resettlement-program https://www.hhs.gov/guidance/document/orr-pl-16-01-documentation-requirements-refugee-resettlement-program https://www.acf.hhs.gov/orr/policy-guidance/status-and-documentation-requirements-orr-refugee-resettlement-program https://www.acf.hhs.gov/orr/policy-guidance/status-and-documentation-requirements-orr-refugee-resettlement-program mailto:RRP@AZdes.gov mailto:RefugeeEligibility@acf.hhs.gov

5 | Page

5.9. Maintain accurate client records of incoming secondary migrants and client out-migration in ARRPODS. Ensure that all client records for a given Federal Fiscal Year (FFY) are entered into ARRPODS no later than thirty (30) days after the close of the FFY.

5.10. Submit a quarterly case file quality assurance report to the RRP on the last day of June, September, December, and March.

5.10.1. Review client caseload each quarter to determine if services are meeting contract requirements.

6. ACCESSING CLIENT RECORD FOR SERVICES

6.1. If a referral has been received by the RSI contracted provider, the Client Service Record will appear on the contracted provider’s ARRPODS dashboard. Accept the client referrals and add them to your ARRPODS dashboard.

6.1.1. If the contracted provider cannot access the Client Service Record upon referral, the provider will need to request access through ARRPODS.

6.2. Request Access: If the contracted provider receives the service request directly from the client, the contracted provider shall request access to the client record through the “Request Access” feature on the ARRPODS dashboard.

6.2.1. In order to request access, the RSI contracted provider must contact the agency that first served the Client, the Client’s full name (as written on their I-94), and the Client’s birthdate (as written on their I-94).

6.2.2. Client’s agencies have 5 business days to approve requests for access.

6.3. If the RSI contracted provider is still unable to gain access to the client’s record within five (5) business days, contact the account respondent for the agency listed on the Respondent Contact List.

6.4. If Client Service Record does not exist in ARRPODS the contracted provider will create a household and/or add the Client Record into in ARRPODS as outlined in Section 7 of this document within one month of their start of service date.

7. REFUGEE SCHOOL IMPACT-RELATED SERVICE CLIENT ARRPODS ENTRY

PROCESS

7.1. Household Wizard: The user interface of ARRPODs for the creation of accounts for households and individuals.

7.2. If the Client has been previously entered into ARRPODS, utilize the “Access Request” feature to gain access to the Client’s Service Record in ARRPODS. If the Client Service Record exists in ARRPODS, skip to step 7.6. If a Client Service Record does not exist, follow steps 7.3 through

7.6 to create a new record.

7.3. In the ARRPODS dashboard, select “New Household” from the menu on the left side of the screen.

A pop-up window will appear. Using the Household Wizard, enter the last name of the new household you wish to add to ARRPODS and select “submit”.

7.4. A new page will open. Click the “Client” button at the top right of the screen. A pop-up window will appear. Enter the first household member's name and contact information. Press “Next”.

6 | Page

7.5. Next, enter the first household member’s birth date, gender, education level, language spoken, English language ability, and their country of origin and press “Next.”

7.6. In the next screen, enter the client’s A number, Immigration status, ORR-eligibility date, and US and AZ entry dates. Press “Save.” ARRPODS will automatically return to the new household’s dashboard.

7.7. To upload client documents, the ARRPODS User shall:

7.7.1. Click on the “paperclip” icon on the left of the Household’s dashboard titled, “Upload Documents”.

7.7.2. A pop-up window will appear. Click the “New” icon on the “Upload Documents” screen.

7.7.3. Click on the arrows next to “Acknowledgement of Services” to change document categories for uploading files.

7.7.4. Drag the signed document(s) from File Explorer to the pop-up window to upload the document to ARRPODS.

7.7.5. Repeat steps 7.7.1 through 7.7.4 to upload each document individually.

7.8. Now, click the green “New Client” icon on the top right area of the dashboard to add each individual member to the new household.

7.9. Repeat the steps above to enter each household member’s information and demographics into the household.

7.10. Click on the red “New Budget” Icon to enter the household’s monetary budget for each listed category. Once a budget is created, you will be able to click the check mark on your client to submit for eligibility.

7.11. If the client is eligible for services, you will be able to search the client in the search bar. The client's profile will have a “+” at the bottom. Click the “+” to add the client to your dashboard.

7.12. Once a client is on your dashboard, you will have icons at the bottom of their profile. There will be a “Plan” icon in which tasks will be created.

7.13. All RSI services shall be recorded in ARRPODS using the “Tasks'' function. A task may include, but is not limited to the following activities:

7.13.1. Parent/Student School System Orientation

7.13.2. Child Care Access

7.13.3. Academic Tutoring

7.13.4. ESL/ELT Classes

7.13.5. Early Childhood Education Access

7.13.6. Counseling

7.13.7. After School/Youth Program

7.14. To create a new task, click the “New” icon in the top right corner. Use the drop-down menu to select a task type. Write a brief description of the task. Describe in the box what actions the client

7 | Page will take to complete the task.

7.15. A green icon will appear next to task and task description and will state “29 Days” when you hover over the green icon. The days will continue to countdown until it reaches “0”. If the circle reaches 0, the task will be moved to the “Inactive” tab on the task page. To reset the countdown, simply click on the blinking red circle to reset. To stop the task from going inactive, modify and add to the task within 30 days of creation or last modification.

7.16. Each task must contain at least one subtask. A subtask is an action item that contributes to the completion of the overall task. Subtasks should describe a single action that has been or will be taken to complete the task. Each subtask must be described using 1-2 sentences that are unique to the client. Once subtask is completed, mark the subtask as complete and put the date in which it was completed. Subtasks cannot be backdated more than 10 business days.

7.17. To complete a task, all subtasks must be marked as completed. Once all subtasks are complete, click the complete box next to the task name and description. Once the task is complete, it will move under the “Completed” section on the task page.

8. REFUGEE SCHOOL IMPACT-RELATED SERVICE CLIENT ARRPODS

ENROLLMENT PROCESS

8.1. Determine eligibility for services in accordance with Section 4. A copy of the immigration documents denoting qualifying immigration status must be uploaded to ARRPODS.

8.2. Provide all documents requiring the Client's/legal guardian signature in their indicated primary language or utilize an interpreter to read the document to the Client.

8.3. Ensure legal guardian signature is obtained before providing services to minors and adults under conservatorship.

8.4. Provide an RSI program orientation to clients, upon enrollment into an RSI program. The orientation shall provide an understanding of the following topics:

8.4.1. The RSI services client Rights and Responsibilities, for the program in which the client is enrolled, as may be amended, located at:

https://des.az.gov/sites/default/files/media/RSI_Rights_and_Responsibilities_0.pdf?time =1728592369208

8.4.2. The RRP Statement of Understanding, as may be amended located at:

chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/https://des.az.gov/sites/default/files/dl/RRP- 1015A.pdf?time=1730746979841

9. PERFORMANCE MEASUREMENTS

9.1. Contractor must have two (2) 100% dedicated full-time staff hired and fully trained within 60 days of contract execution. There cannot be more than 60 days without designated staff for the contract.

9.2. All services are documented in ARRPODS.

9.3. Preschool-aged clients shall be assisted with accessing early childhood development services.

https://des.az.gov/sites/default/files/media/RSI_Rights_and_Responsibilities_0.pdf?time=1728592369208 https://des.az.gov/sites/default/files/media/RSI_Rights_and_Responsibilities_0.pdf?time=1728592369208 https://des.az.gov/sites/default/files/dl/RRP-1015A.pdf?time=1730746979841 https://des.az.gov/sites/default/files/dl/RRP-1015A.pdf?time=1730746979841 https://des.az.gov/sites/default/files/dl/RRP-1015A.pdf?time=1730746979841

8 | Page

9.4. RSI parents and children shall be provided a U.S.school system orientation for parents and children.

9.5. Clients shall be able to access childcare if needed.