CHC_MOA.pdf

Solicitation Instructions Part 2

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms Request for Proposal

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Attachment 3 A Method of Approach

The offeror is cautioned that it is the offeror's sole responsibility to submit information related to the evaluation categories and that the State of Arizona is under no obligation to solicit such information if it is not included with the offeror's proposal. Failure of the offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal. It is strongly discouraged for you to copy the Scope of Work in lieu of providing unique responses below.

OFFERMAY BE DETERMINED AS NON RESPONSIVE IF ALL QUESTIONS ARE NOT ANSWERED FULLY.

Question 1: Describe the steps that you will take to ensure you are meeting the staffing requirements and maintaining staff capacity. Include how you plan to ensure ongoing responsiveness to the requirements of the Contract and to the needs of the State in case of staff turnover for designated Key Personnel.

Include staff turnover rate for the last year;

Detail Entity�s recruitment process including average time to hire staff, and efforts to recruit and maintain staff.

Offeror Response: 1a. Include staff turnover rate for the last year.

We currently have 43 actively employed case aides. Randomly, 4-8 of our employees are not actively supervising cases assigned to them; however, they occasionally perform case coverage when needed. 188 were interviewed within the past year (12/01/2023 � 12/01/2024).

Staff Turnover Rate (Last Year)

2024 Staff Turnover Rate: 7.5% (well below industry averages).

Key Factors in Low Turnover: Competitive pay, ongoing training, and career advancement opportunities.

Cornerstone had a 112% increase in case aides. Hiring will be ongoing. The growth of staff will have a correlative effect on the demand for more referrals.

Many were hired and then quit or were declined employment for various reasons, such as driving record points, inability to obtain a fingerprint clearance card, declining the job for another job, accepting the job until they had another job offer with benefits and hourly wages and then quit, moved out of state, ignored interview follow up emails, failed to submit paperwork after several HR requests, did not pass the drug test, admittedly smoked marijuana, or had a past DUI.

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms Request for Proposal

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Solution:

We will maintain staffing requirements and capacity through a strategic approach. Regular talent acquisition and comprehensive training will ensure a continuous pool of qualified professionals. In case of staff turnover for designated Key

Personnel, a succession plan will be in place to swiftly address transitions and ensure seamless Contract compliance.

After-Hours Easy Access:

Flexible Service Hours: Our services are available Monday through Friday from 8 am to 5 pm, as well as after business hours and on weekends. This flexibility accommodates families' schedules effectively.

Direct On-Call Line: For after-hours needs, Cornerstone Health Care offers a dedicated direct phone number to connect with our on-call staff.

County-Wide Coverage: If awarded, our services will extend to the entirety of Maricopa County, ensuring comprehensive support.

24/7 Free Contact: We facilitate easy communication through a toll-free 1-800# available 24/7, making it convenient for families to reach us whenever needed.

1b. Detail Entity�s recruitment process including average time to hire staff, and efforts to recruit and maintain staff.

The recruitment process begins with an application through Indeed. The HR Manager responds to applicants within a maximum of 24-48 hours upon receipt of the candidate�s application.

Recruitment Process & Time to Hire.

Cornerstone maintains a robust recruitment strategy to ensure continuous staffing:

Average Time to Hire: 2�3 weeks from interview to onboarding.

Hiring Channels: Indeed, social media, job fairs, employee referrals.

Pre-Hire Processing: Our STATAcademy platform allows candidates to complete paperwork and required training before day one.

Background Checks & Drug Screening: Conducted prior to final offer

This new HR site simplifies hiring from this month using our state-of-the-heart hiring/training platforms-https://cornerstonehealthcare.stattrainingacademy.net/.

Efforts to recruit staff begin with a welcoming environment for the interview while utilizing nonjudgmental active listening skills to ensure employment questions are answered thoroughly. We value diversity and cultural

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms Request for Proposal

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012 sensitivity is utilized in all candidate interviews. Staff retention requires the ability to convey respect by establishing rapport while maintaining appropriate boundaries. Ongoing willingness to teach new staff and retrain old staff as needed. Maintaining staff is achieved through continued proper training, mutual respect, incentives, and timely answers to staff concerns.

Effective Onboarding: New staff will undergo efficient onboarding to minimize disruption and ensure they are familiar with Contract requirements.

Training and Development: We will invest in training and development programs to enhance staff skills and capabilities. Cornerstone has an extensive total hours of training of about 30 -32 Hours before cases are assigned.

FIELD SHADOWING � "In our commitment to fostering employee comfort and competence in the field, we have implemented a Visit Shadow Program. This program pairs new hires with experienced Case Aides (CAs) to provide them with a comprehensive understanding of the supervised visitation process. During these shadow visits, experienced CAs guide new employees in applying the visitation guidelines learned during their new hire orientation. Through active participation and documentation, new employees gain practical experience and reinforce their training in real-life scenarios. The notes taken during shadow visits undergo thorough review to ensure accuracy and completeness, further enhancing employee understanding and performance. This program offers new employees approximately 8 hours of immersive learning, instilling confidence, and proficiency in their roles. Our commitment to investing in employee growth ensures the delivery of high-quality services.

GENEROUS VISIT BONUS:

We have implemented a robust visit bonus incentive program since after COVID clearance and uptodate to motivate our dedicated case aides to actively seek and accept more cases. Through this program, we aim to ensure consistent and reliable delivery service to our clients.

In a span of two weeks, (Pay period) case aides can earn attractive bonuses based on their visit completion rates:

Completing 6 visits earns a $100 bonus.

Achieving 8 visits qualifies a $150 bonus.

Attaining 10 visits leads to a substantial $250 bonus.

Additionally, a $50 bonus awaits those consistently uploading visit summaries within 24 hours.

Our vigilant supervisors track performance, prioritizing case aides who need more cases due to cancellations or low visit rates. This dynamic approach ensures reliable and timely delivery service, benefiting both case aides and our clients.

All staff requirements are checked monthly for upcoming document expiration. Emails are sent to staff with appropriate follow-up to ensure all files and training needs are kept up to date.

Resource Pool: Maintaining a pool of trained backup staff will ensure seamless responsiveness during staff turnover.

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SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms Request for Proposal

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Succession Planning: We will establish succession plans to prepare for any turnover among designated Key Personnel.

OFFICE TRAINING

In-office Extensive transportation training that teaches transportation safety, traffic guidelines, car seat training Approximate Time to Complete Course: 14 -16 Hours Course Goal Given a DCS case, Case Aides will implement safety guidelines for transporting family members, supervise visits in a way that promotes family reunification and practice principles of quality documentation, according to Arizona State Law, DCS policy and professional guidelines, 100% of the time.

Training Objectives:

1. Professional Guidelines & Tips for Transportation

a. Child safety locks

b. Placement of children in vehicle-

c. Use of seatbelts and car seats-

d. No Smoking-

e. Guard the clients� confidentiality-

f. Schedule Changes

g. Liability Insurance-

h. Unattended Children- I. Parking lots-

j. Loading children in vehicle-

k. Extreme weather hazards-

l. First-aid kit-

m. Speed limit-

n. Cell phone use-

o. Personal errands and client favors-

p. Personal privacy-q Trip or mileage logs-

r. Weapons-

s. automobile accident procedure

2 Traffic guidelines

3. Car seat training with emphasis on the correct age- appropriate Car seat

4. Documentation Training Approximate Time to Complete Course: 2 HOURS

5. GENERAL ORIENTATION WITH HUMAN RESOURCES Approximate Time to Complete Course: 6

HOURS

Training Objectives:

o Mission Statement o Orientation, Training skills (STATACEDEMY) o Affirmative Action Honored

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms Request for Proposal

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012 o Drug free workplace discussed.

o Rules in the field, dress codes, visitation guidelines o Holidays and paid leave o Employee cases count expectations from each employee.

o Unattended Children Rules o Changing visit location rules o Visitation Location Options o KNACK SOFTWARE- Agency web-based software o Review of submission of payroll documents and due dates o Payroll Calendar

Other training components shall include:

a. Arizona mandated reporter law course for both mandatory & discretionary reporting of child abuse, and penalties for failure to report. (A.R.S) Section 13-3620, and procedures of reporting and proper documentation.

Question 2: Provide a written narrative response that demonstrates the method or manner in which the offeror proposes to satisfy the requirements of the Scope of Work. The language of the narrative should be straightforward and limited to facts, solutions to problems, and plans of proposed action. The response shall at a minimum describe and provide a response for each of the following bullet points listed below:

What are your processes to document visits, track case progress and manage referrals?

How will you ensure accurate and timely communication and collaboration with the ADCS and/or other involved parties for visit schedules, progress and concerns?

Offeror Response:

Question 2a: Method or Manner to Satisfy Scope of Work Requirements

Cornerstone Healthcare Inc. utilizes clear protocols, structured processes, and technology-driven tools to fulfill the requirements of the Scope of Work for Parenting Time Services. Our approach ensures timely documentation, real-time case tracking, and open communication with ADCS and other stakeholders.

1. Processes to Document Visits, Track Case Progress, and Manage Referrals

Visit Documentation Process

All Parenting Time visits are documented in ADCS Guardian within 24 hours of completion.

Documentation includes visit details, observations, concerns, parenting behaviors, and interaction summaries.

Supervisors review reports regularly for quality, completeness, and compliance.

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A o n l i n e a t : A P P . A Z . g o v

Offer Forms

Request for Proposal Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Referral Management

Referrals are received via Guardian or email and reviewed immediately by our intake or staffing coordinator.

Cases are assigned within 24�48 hours, prioritizing location, case aide availability, and client needs.

New clients are contacted within 24 hours of assignment to coordinate visit scheduling.

Case Progress Tracking

All case activity is logged in our internal system, Knack, which monitors:

o Assigned aide o Service start date o Number of completed visits o Authorization expirations o Pending renewals

Weekly internal reports are generated to identify progress, delays, or need for follow-up.

Question 2b: Communication and Collaboration with ADCS and Other Parties

1. Communication Regarding Personnel Changes & Agency Updates

Any changes in Key Personnel or general staffing updates are communicated to ADCS promptly, with all required documentation submitted.

Updates to the agency contact information, leadership structure, or operational protocols are shared in writing and confirmed with follow-up as needed.

Our Human Resources Department oversees compliance with clearance, documentation, and onboarding requirements.

2. Handling VPR-Related Issues

All VPR-related incidents, including missed visits, critical concerns, or violations, are thoroughly investigated.

If a staff member is found to have violated policy, they are subject to appropriate reprimands, corrective action, and retraining.

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SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Policy updates from ADCS�whether received via email, Guardian, or meetings�are immediately disseminated to all staff and followed by mandatory internal training or acknowledgment.

3. Communication Preferences & Response Protocols

Our preferred method of communication is email to ensure documentation and traceability.

For time-sensitive matters, phone calls are accepted during business hours.

We commit to responding to all ADCS inquiries and directives within 24 hours, often sooner.

Send all policy changes, updates, VPR issues, or questions to:

don@cornerstonehealthcareaz.com 800-743-8013 (Available Monday�Friday, 8 AM � 5 PM) 480-635-6429 (After hours)

Responsible for contract compliance, high-level updates, and coordination with ADCS representatives.

Key Points of Contact

CORNERSTONE HEALTH CARE, INC

Lola Falore (Director) 800-743-8013 / 708-257-4126 don@cornerstonehealthcareaz.com and yemmop@hotmail.com

CORNERSTONE HEALTH CARE, INC

Mike Falore (CEO) 800-743-8013 / 773-699-0283 falooace@yahoo.com and ceo@cornerstonehealthcareaz.com

CORNERSTONE HEALTH CARE, INC

Jeremaine Sandil SVO Supervisor/Admin 800-743-8013 don@cornerstonehealthcareaz.com

CORNERSTONE HEALTH CARE, INC

Nicole Walker Human Resources 800-743-8013 don@cornerstonehealthcareaz.com

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Question 4: Provide a detailed response for each of the following bullet points listed below:

How does your agency ensure service delivery practices are in line with service design and best practice? Describe any internal monitoring, quality assurance processes, or staff oversight used to maintain quality across all referrals.

Agency's process for ensuring annual training and continued education are met? What considerations does your agency take when identifying opportunities for staff knowledge enhancement?

What strategies does your agency use to promote positive parent-child interactions, include strategies to de-escalate challenging situations?

Explain your approach to ensure safety during transportation, including process for vetting vehicles and mitigating potential risk.

Offeror Response:

Question 4a: How does your agency ensure service delivery practices are in line with service design and best practice? Describe any internal monitoring, quality assurance processes, or staff oversight used to maintain quality across all referrals.

At Cornerstone Healthcare Inc., we are committed to ensuring that all Parenting Time Services are delivered in alignment with the service design, DCS scope of work, and industry best practices. We achieve this through a comprehensive system of training, real-time oversight, internal audits, and continuous quality improvement.

1. Orientation Training and Ongoing Workshops

All new staff complete a comprehensive orientation program that includes:

An overview of DCS Scope of Work expectations

Agency policies and documentation procedures

Best practice protocols, case scenarios, and role-play exercises

A dedicated Q&A session to reinforce understanding

We also conduct regular workshops and refresher sessions to keep staff updated on policy changes and reinforce high standards in service delivery.

2. Real-Time Service Oversight

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Visit Time and Location Confirmation:

Case aides confirm each visit's time and location directly with families to ensure proper coordination and compliance with referral details.

Supervision During Visits:

Aides maintain visual and auditory contact with both child and parent at all times to ensure safety and support, in full alignment with DCS guidelines.

Completion of Visits per Referral Specs:

Each visit�s length and structure strictly follow referral specifications. If deviations are necessary, aides consult their supervisor and notify the ADCS case manager to ensure transparency and compliance.

3. Internal Quality Assurance and Monitoring

Regular Audits:

Supervisors conduct routine audits of documentation, visit logs, and session reports to verify accuracy, completeness, and alignment with expectations.

Session Observations:

Supervisors periodically observe Parenting Time visits to evaluate professionalism, adherence to protocols, and engagement quality.

Incident Monitoring:

Case aides are trained to identify, report, and escalate incidents. All concerns are handled in compliance with child safety protocols and reported to ADCS as required.

Staff & Client Interviews:

One-on-one check-ins with aides and feedback from families help us assess and improve service quality.

Question 4b: Agency's process for ensuring annual training and continued education are met?

What considerations does your agency take when identifying opportunities for staff knowledge enhancement?

Annual Training & Continued Education

Cornerstone Healthcare Inc. ensures that all staff meet annual training requirements through STATAcademy, our internal platform that tracks training completion and sends alerts for upcoming deadlines. Required trainings include Mandated Reporting, Cultural Competency, Child Safety, Confidentiality, and Documentation Standards.

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

We conduct annual refreshers and workshops, especially when ADCS policies or procedures are updated.

Supervisors monitor compliance and follow up with staff as needed.

To enhance staff knowledge, we review performance trends, ADCS feedback, and case complexity. Additional trainings are provided for high-need cases, such as medically fragile children or behavioral challenges. Staff are also encouraged to attend external webinars or DCS-hosted trainings, with incentives for continued growth.

This approach ensures staff stay compliant, informed, and prepared to deliver high-quality Parenting Time Services.

Question 4c: What strategies does your agency use to promote positive parent-child interactions, include strategies to de-escalate challenging situations?

Promoting Positive Parent Child Interactions & De Escalation Strategies Cornerstone Healthcare Inc. equips all case aides with tools and training to foster healthy, safe, and supportive parent-child interactions during visits.

Strategies to Promote Positive Interactions:

Pre-Visit Preparation: Case aides review referral goals and family history to tailor their approach.

Modeling & Encouragement: Aides encourage age-appropriate play, communication, and emotional bonding, often modeling positive behaviors when needed.

Active Coaching: Aides may gently guide parents during visits to support engagement, redirection, or positive reinforcement techniques.

Safe & Neutral Environments: Visits take place in calm, distraction-free settings to reduce tension and support interaction.

De-Escalation Techniques:

Trauma-Informed Approach: Staff are trained to recognize triggers and respond with empathy and calm communication.

Verbal Redirection: When behaviors escalate, aides use calm tone, redirection, and neutral language to diffuse the situation.

Breaks or Rescheduling: If needed, visits are paused or rescheduled to maintain safety and emotional stability.

Immediate Reporting: Escalated incidents are documented and reported promptly to supervisors and

ADCS.

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

These strategies ensure each visit promotes safe bonding opportunities while protecting the well-being of the child and maintaining a professional, supportive environment.

Question 4d: Explain your approach to ensure safety during transportation, including the process for vetting vehicles and mitigating potential risk.

Transportation Safety & Risk Mitigation

Cornerstone Healthcare Inc. prioritizes child safety during all transportation activities by enforcing strict vetting procedures, training protocols, and risk mitigation strategies.

Vehicle & Driver Vetting Process:

All vehicles used for transportation are required to be registered, insured, and in excellent working condition.

Vehicles are subject to random inspections to ensure safety features (e.g., seat belts, child safety locks, tires, brakes) are fully functional.

All drivers must:

o Hold a valid driver�s license o Pass a Motor Vehicle Record (MVR) check o Carry full liability insurance o Maintain a clean driving history with minimal or no points o Successfully complete background checks and fingerprint clearance

Risk Mitigation & Safety Protocols:

Child Safety Training: Staff are trained in child restraint laws, emergency response, and safe driving practices.

No Unapproved Stops: Direct routes are taken with no unauthorized detours or personal errands.

Communication & Tracking: Supervisors are aware of scheduled transport times and locations. If a delay occurs, families and ADCS are notified immediately.

Incident Reporting: Any transportation-related concerns or incidents are reported and investigated immediately, and corrective action is taken if needed.

A v a i l a b l e

SECTION 2 D: Offer Forms, Attachment 3 A

Solicitation No. BPM006769 Parenting Time Services

State of Arizona Department of Child Safety

Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

This approach ensures that all children transported under our care are safe, supervised, and transported in full compliance with ADCS expectations.

End of Attachment 3 A