BPM006817_Exhibit_B_-_Youth_Mentoring_Program_Procedural_Manual.pdf

Direct Service Contracts Youth Mentoring Program Procedural

Manual

Arizona Refugee Resettlement Program

Table of Contents - Youth Mentoring Program

Purpose Statement………………………………………………………………..………………

Applicability……………………………………………………………..……………………………….2

Authority…………………………………………………………..……………………………………...3

Eligibility………………………………………………………..………………………………………...4

General Procedural Requirements………………………………………….….…………….……...5

Accessing Client Service Record for Services………………………………………….………...6

Youth Mentoring Program-Related Service Client ARRPODS Enrollment Process.….….…7

Case Management Services…………………………………………………………………………..8

Mentoring Services……………………………………………………………………………………..9

Performance Measurements…...……

Youth Mentoring Program-Related Service/Client ARRPODS Entry Process...………

Grievances Protocol and Procedures…………………..……………………………………….…12

Youth Mentoring Program Services (YMP)

Contract Active Date:___/__/____ Revised on: 3/5/2024

1. PURPOSE STATEMENT

To provide Youth Mentoring Program (YMP) services to eligible participants pursuant to the most recent Policy Letter 22-09 as may be amended in both Maricopa and Pima County.

2. APPLICABILITY

This policy applies to:

2.1. Youth Mentoring 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 22-09

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

4. ELIGIBILITY

4.1. Pursuant to ORR Policy Letter 22-09. eligible individuals may receive Youth Mentoring services. Documentation requirements are defined by status in Policy Letter 16-01

4.1.1. To verify ORR eligibility for YMP services, contracted providers will need to confirm that they have the documentation required to show client entitlement to Youth Mentoring services uploaded into ARRPODS under the client’s record. If the YMP 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. The contracted provider will train all staff members who work with Clients, served in the

YMP 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's household address, phone number, and email are current and correct in

ARRPODS at every point of contact with the Client.

5.3. The contracted provider will create and maintain YMP service(s) in ARRPODS for every individual enrolled in the YMP under the Contract.

5.4. All services related to the YMP contract will be recorded in ARRPODS within 10 business days of the service being provided. The contracted provider will record services according to the requirements listed in Sections 8, 9, 10 & 11 of this document.

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

5.6. 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.

5.6.1. 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's signature, the contractor provider will ensure that services are documented in the Client Service Record in ARRPODS.

5.7. 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.

5.8. Maintain accurate client records of incoming secondary migrants and client outmigration 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.

6. CLIENT RECORDS FOR SERVICES

6.1. If a referral has been received by the YMP 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..

6.2. If a Client Service Record does not exist in ARRPODS the contracted provider will create a household and/or add the Client Record into ARRPODS as outlined in Section 11 of this document within one month of their start of service date.

7. YOUTH MENTORING PROGRAM-RELATED SERVICE CLIENT ARRPODS

ENROLLMENT PROCESS

7.1. Determine eligibility for YMP services following Section 4 in this manual. A copy of the immigration documents denoting qualifying immigration status must be uploaded to

ARRPODS.

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

7.3. Ensure that a legal guardian’s signature is obtained before providing services to minors and adults under conservatorship.

7.4. Provide an RRP program orientation to clients, upon enrollment into an :

the YM program. The orientation shall provide an understanding of the following topics:

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

https://des.az.gov/services/basic-needs/refugee-resettlement/quarterly-meetings

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

https://des.az.gov/services/basic-needs/refugee-resettlement/quarterly-meetings

8. CASE MANAGEMENT SERVICES

8.1 Assign a Case Manager (CM) to each participant to conduct service planning, and pair participants with mentors.

8.2 Develop and maintain a Self-Sufficiency Plan (SSP) in ARRPODS with each participant upon enrollment into the YMP per SOW Section 6.1.1. SSP should include the following activities as listed below as applicable for an individual participant;

A. Educational activities include, but are not limited to:

1. Tutoring support in learning English, Math, History or other areas in which the participant expresses an academic interest or need, as identified in the SSP meeting.

2. Other academic support, such as help with homework or assisting with school transition, e.g., between middle school and high school.

etc.

3. Information about and/or assistance in filling out applications for educational advancement, e.g., scholarships, fellowships, and educational financial aid, workshops etc.

B. Vocational activities include but are not limited to:

1. Assistance in job preparation and development for age-ready participants, including skill building, resume drafting, worker’s rights, training opportunities, and connection to job placements.

2. Training and assistance in developing financial literacy.

3. Information on career workshops or other activities related to participants’ vocational inclinations that can link participants’ education and/or skills with future career pathways.

4. Connections to mainstream workforce development service providers including ARIZONA@WORK Youth Programs, for additional career advancement and career pathways support.

C. Social activities include, but are not limited to:

1. Participation in civic and community service or volunteering activities.

2. Development of social and life skills tailored so that the participant can improve English language skills and connect to peers, e.g., extracurricular activities at school, sports groups, or other social groups linked to participants’ personal goals

3. Opportunities to learn about common American cultural concepts while maintaining and celebrating personal cultural heritage.

4. Social engagement opportunities with peers.

5. Orientation supports geared towards increasing understanding of new communities, including information relating to local laws and law enforcement, personal and public safety, civic engagement, apartment management, American workplace and school cultures, etc.

D. Develop goals and action plans related to educational, vocational, personal and social activities for both the short and long-term, as follows:

● Short-Term Service Goals: Goals that are to be accomplished within a participant’s first month to three months from the participant date of enrollment into the IPS Program.

● Long-Term Service Goals: Continued services that take place after the completion of the goals identified in the initial SSP to promote continued self-sufficiency pursuant to the goals of helping participants retain or improve employment.

8.3. Document all services provided by the CM and mentor in ARRPODS.

8.4 Document the participant’s progress towards meeting the participant’s needs and goals in achieving educational, vocational, personal, and social goals is documented in ARRPODS either in the SSP or as a service note. For example, grade advancement, High school graduation, completion of a GED program, completion of a certificate or degree program, securing a job, increasing wages, etc

8.5. Meet with each participant every thirty (30) days at minimum to review program goals, and objectives and to assess participants' needs.

8.6. Develop an Individual Employability Plan (EP) if applicable to participants’ SSP goals in ARRPODS per SOW Section 6.1.2.

1. The EP must be completed utilizing the template found in

ARRPODS.

2. The EP shall include a strategy and timetable for each participant to obtain employment, if applicable.

3. The EP shall be designed to provide continuity of employment services related to the goals identified in the YMP participant’s guide.

4. Collaborate with other service providers in the community, such as, but not limited to:

● Employment Assistance Organizations,

● Education Services,

● Career Advancement Services, and

● Youth Services.

8.7 Document case closeout procedures as appropriate.

8.8 Update case status in ARRPODS documenting the reason for case closure for each participant exiting the program.

9. MENTORING SERVICES

9.1. Recruit, train, manage, and supervise potential mentors to pair with each participant.

9.2. Follow up with participants and mentors as stated in the contractor’s policy manual on a monthly basis to ensure that the match is still viable, and the participants are making progress towards SSP goals.

9.3. Document the service updates and completed goals in ARRPODS.

9.4. Administer ongoing satisfaction surveys every 90 days for all mentors and participants matched through the YMP using the template, as may be amended, located here:

● Youth Mentoring 90-Day Survey - Mentee

● Youth Mentoring 90-Day Survey - Mentor

9.5. Administer exit survey, upon case closure, for all mentors and participants matched through the TMP using the template, as may be amended, located here:

● Youth Mentoring Exit Survey - Mentee

● Youth Mentoring Exit Survey - Mentor

9.6. Administer every 90 days, participant surveys, and completed mentor and participant exit surveys to RRP at the completion of SSP goals or completion of the program.

10. PERFORMANCE MEASUREMENTS (Pursuant to YMP SOW Section 6)

10.1 ADES will monitor and review the Contractors' overall effectiveness for the services provided for each Performance Measure specified below, twice annually. The Contractor will be rated on the Contractor’s ability to meet the Performance Measures and funding be adjusted accordingly based on the following:

10.1.1. The 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.

10.1.2 100 percent of Clients served under this Contract shall be recorded in

ARRPODS

10.1.3 100 percent of participants shall be provided with educational, vocational, and social youth mentoring activities.

10.1.4 100 percent of mentees and mentors complete 90-day surveys and exit surveys.

10.1.5. 100 percent of mentees shall be referred and provided access to the relevant services and activities.

11. YOUTH MENTORING PROGRAM-RELATED SERVICE CLIENT ARRPODS

ENTRY PROCESS

11.1. If a Client Service Record does not exist, follow steps 11.2 through 11.5 to create a new record.

11.2. In the ARRPODS dashboard, select “New Household” from the menu on the left side of the screen. A pop-up window will appear. Enter the last name of the new household you wish to add to ARRPODS and select “submit”.

11.3. 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”.

11.4. 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.”

11.5. 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.

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

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

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

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

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

5. Repeat steps one (1) through four (4) to upload each document individually.

11.7. Click the green “New Client” icon on the top right area of the dashboard to add each individual member to the new household.

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

11.9. 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.

11.10. 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.

11.11. 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.

11.12. All Youth Mentoring services shall be recorded in ARRPODS using the “Tasks'' function.

A task may include, but is not limited to the following activities:

11.12.1 Tutoring Support

11.12.2 School Application/Enrollment Assistance

11.12.3 Job Development and Preparation

11.12.4 Vocational Training

11.12.5 Financial Literacy

11.12.6 Community/Civic Service

11.12.7 Development of Social and Life Skills

11.12.8 English Language Support

11.12.9 Social Engagement

11.12.10 Extracurricular/Social Activities

11.13. 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 will take to complete the task.

11.14. A green icon will appear next to the 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.

11.15. 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 the subtask is completed, mark the subtask as complete and put the date in which it was completed. Subtasks cannot be backdated for more than 10 business days.

11.16. 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.

12. GRIEVANCE PROTOCOLS AND PROCEDURES

12.1. Staff should utilize the following grievance procedure stated in the Scope Of Work Section 7 to facilitate the resolution of any Client grievances pertaining to the services provided under this contract.

(We need to develop a grievance procedure. The SOW and Procedural Manual both refer to each other)