CTR072042_Contract_Documents.pdf

Offeror Submittal Documents

Solicitation No.: BPM005727

Description: Child Care Resource & Referral Services

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Attachment 1 - Offer and Acceptance

TO THE STATE OF ARIZONA:

The Undersigned hereby offers and agrees to provide Child Care Resource & Referral Services in compliance with all Terms, Conditions, Specifications, and Amendments in the Solicitation and any written exceptions in the Offer.

Company Name Signature of Person Authorized to Sign Offer

Address Printed Name and Title

City State Zip Contact Name and Title

: Contact Email Address Contact Phone Number CERTIFICATION: By signature in the above, Offeror certifies that it:

1. Will not discriminate against any employee or applicant for employment in violation of Federal Executive Order 11246, [Arizona] State Executive Order 2023-09, 2023-01, 2009-

2. Has not given, offered to give, nor intends to give at any time hereafter any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor, or service to a public servant in connection with the submitted offer. Failure to provide a valid signature affirming the stipulations required by this clause will result in rejection of the Offer. Signing the Offer with a false statement will void the Offer, any resulting contract, and may be subject to legal penalties under law;

3. Complies with A.R.S. § 18-132 when offering electronics or information technology products, services, or maintenance;

4. Has submitted this Offer as a firm offer for 180 days following the Solicitation due date and time. After 180 days, the Offer will remain open unless revoked by Offeror via written withdrawal of Offeror’s proposal in accordance with the Arizona Procurement Code;

5. Did not and will not involve collusion or other anti-competitive practices;

6. Is not debarred from, or otherwise prohibited, from participating in any contract awarded by federal, state, or local government; and

7. For use in Request for Quotation only, certifies that the above referenced organization ____IS/ ____IS NOT a small business with less than

100 employees or has gross revenues of $4 million or less.

ACCEPTANCE OF OFFER

The Offer is hereby accepted.

The Contractor is now bound to sell the services listed by the attached contract and based upon the solicitation, including all Terms, Conditions, Specifications, Amendments, etc., and the Contractor’s Offer as accepted by the State.

This Contract shall henceforth be referred to as Contract No. ___ ________________________________.

The effective date of the Contract is ____ ____________________________________.

The Contractor is cautioned not to commence any billable work or to provide any material or service under this contract until Contractor receives purchase order, contract release document or written notice to proceed.

State of Arizona Awarded this __ __ day of __ _____ 20

Procurement Officer Signature

____ day of _f ___ _______ 20

Procurement Officer Signature

Child & Family Resources, Inc.

2800 E. Broadway Blvd.

Tucson AZ 85716-5310

Eric Schindler Ph.D. President/CEO

Diane Fellows Vice President of Early Care and Education dfellows@cfraz.org

X

520 881 8940

Solicitation Requirements Request for Proposal (RFP)

Description: Child Care Resource & Referral Services

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DESCRIPTION: In accordance with A.R.S. §41-2534, the Arizona Department of Economic Security (ADES) is requesting sealed proposals from qualified vendors for Child Care Resource & Referral Services (CCR&R).

SOLICITATION NUMBER BPM005727

SOLICITATION DUE DATE/TIME: January 17, 2024 at 3:00 P.M. local Arizona time

SUBMITTAL LOCATION

Submit via Arizona Procurement Portal (https://app.az.gov)

Note: Questions on how to submit the bid shall be directed to the Arizona Procurement Portal Help Desk at app@azdoa.gov or (602) 542-7600

PRE-OFFER CONFERENCE:

November 8, 2023 at 9:00 A.M. local AZ time

Google Meet joining info Video call link: https://meet.google.com/kwn-qvoz-nwx Or dial: 1960-782-(US) +1 402 PIN: 615 327 036#

More phone numbers: https://tel.meet/kwn-qvoz-nwx?pin=3267884551784

CONTACT PERSON:

Kelli Engelhart, Sr. Procurement Specialist Tel. 602-542-5962 Email: Kengelhart@azdes.gov

Prospective Offerors are strongly encouraged to read the RFP in its entirety before submitting Offers, to ensure that all requirements in the RFP are understood.

● RFP Solicitation Requirements is comprised of the Notice Page, Scope of Work, Special Terms and Conditions, Uniform Terms and Conditions, and Exhibits.

● RFP Solicitation Instructions contains the Special Instructions to Offerors, Uniform Instructions to Offerors, and Submittal Documents that should be submitted as the Offeror’s response.

Sealed offers in response to this Solicitation shall be submitted within the State’s e-Procurement system, Arizona Procurement Portal (https://app.az.gov) by the due date and time indicated in the State’s e-Procurement system as the Bid Due Date. Late submittals will not be considered. Offers received by the due date and time will be electronically opened.

Offers submitted outside the State’s e-Procurement system, or those that are received after the due date and time, shall be rejected. Additional instructions for preparing an Offer are included in this Solicitation.

Offerors shall download and save attachments to their computer, save the information entered, and submit (upload) the completed information as a new, appropriately renamed Attachment in the State’s e-Procurement system. The State’s e- Procurement system will not save information entered directly on the attachments.

It is Offeror’s responsibility to routinely check the State’s e-Procurement system for Solicitation Amendments.

Inquiries regarding this Solicitation are required to be submitted online through the State’s e-Procurement system using the Discussion Forum tab, seven (7) calendar days prior to the Bid Due Date.

https://app.az.gov/ mailto:appsuppliers@azdoa.gov https://meet.google.com/kwn-qvoz-nwx https://tel.meet/kwn-qvoz-nwx?pin=3267884551784 https://tel.meet/kwn-qvoz-nwx?pin=3267884551784 mailto:Kengelhart@azdes.gov

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For submission of an exception or to request a substitution to this Solicitation, see Uniform Instructions to Offerors, section 2.4, Timeliness.

With seventy-two (72) hours prior notice, persons with disabilities may request special accommodations such as interpreters, alternative formats, or assistance with physical accessibility. Such requests are to be addressed to this Solicitation contact person named above.

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Table of Contents

Section Page

Scope of Work

ADES Special Terms and Conditions

Uniform Terms and Conditions

Exhibit A – Monthly Programmatic Report

Exhibit B –Child Care Administration Emergency and Disaster Preparedness Plan

Exhibit C - Invoice

Scope of Work

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1. ADES Mission and Vision Statements

1.1 ADES Mission: To strengthen individuals, families, and communities for a better quality of life.

1.2 ADES Vision: A thriving Arizona.

1.3 DCC Mission: To strengthen individuals, families and communities for a better quality of life.

2. Purpose

2.1 Purpose Statement: The purpose of the Child Care Resource & Referral services (CCR&R) is to establish and operate a Statewide program with the following objectives:

2.1.1 Consumer Education and Outreach: Provide Consumers Statewide with thorough and unbiased information regarding the full range of available Child Care services, including faith-based and community-based providers. This information will encompass Child Care offered during non-traditional hours and emergency situations.

2.1.2 Resource and Referral: Navigating Arizona’s ECE System: Offer direct phone support to Consumers, particularly those receiving Child Care assistance, to assist Consumers in making well-informed decisions about selecting Child Care Providers. This support will ensure that Consumers enroll their children in the most suitable and high-quality Child Care settings that meet their specific needs.

2.1.3 Community-Based Education and Support: Collaborate with communities throughout the State, including Tribal and military communities, to promote awareness and understanding of high-quality Child Care that is Culturally Relevant and Linguistically Appropriate and to connect Consumers to services.

2.1.4 Coordination of Services: Assist Consumers in coordinating services and supports related to their Child Care needs. This involves ensuring that Consumers have access to the necessary resources and assistance to effectively utilize Child Care services.

2.1.5 Partnership and Collaboration: Foster effective partnerships and collaboration with various Early Care and Education Statewide and Community Stakeholders across Arizona. This will increase awareness of high-quality Child Care and enhance knowledge on accessing Child Care services.

2.1.6 Child Care Provider Education and Support: Collaborate with ADES to facilitate access to training, education, resources and support that enables Child Care Providers to deliver high-quality care and continuously improve their practices.

2.1.7 Data Collection and Information: Collaborate with ADES to collect and analyze data on the supply of and demand for Child Care services throughout Arizona. This information will be utilized to inform decision-making and enhance the CCR&R services and overall ECE System in Arizona.

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2.2 Legal Authority:

2.2.1 Arizona Revised Statute (A.R.S.) §41-1954(A)(6) provides the ADES the authority to make contracts and incur obligations within the general scope of its activities and operations.

2.2.2 A.R.S. §41-1954(A)(1)(b) provides ADES with authority to administer individual and family services.

A.R.S. §46-802 provides the ADES the authority to establish and administer services.

2.2.3 A.R.S. §41-1967 provides the ADES the authority to establish and maintain a statewide child care resource and referral system, including a child care home provider registry, through community-based organizations.

2.2.4 A.R.S. §41-1967.01(A) provides the ADES the authority to list on the child care resource and referral database a child care home provider who is not certified or licensed by a state department, if that provider wishes to be listed and complies with the provisions of that statute.

2.2.5 C.F.R. Title 45, Subchapter A, Part 98, as amended, provides ADES the authority to develop child care programs and policies that best suit the needs of children and parents within the State.

2.3 Projected Awards: It is the intent of ADES to make one award for all Service Delivery Areas (SDA).

However, the Department reserves the right to make multiple awards if it is determined to be in the best interest of the State. The full scope of CCR&R services shall be implemented Statewide and throughout each SDA by the Contractor(s).

2.3.1 Apache/Navajo

2.3.2 Coconino/Yavapai

2.3.3 Cochise/Santa Cruz

2.3.4 Graham/Greenlee

2.3.5 La Paz/Mohave

2.3.6 Maricopa- Northwest

2.3.7 Maricopa- Southwest

2.3.8 Pima

2.3.9 Pinal/Gila

2.3.10 Yuma

2.4 Projected Utilization: The services are provided to Consumers on an as‐needed basis in all SDA’s.

DCC makes no guarantee of the projected utilization of services.

2.5 Funding: Services are funded through ADES, Arizona’s designated lead agency of the federal Child Care Development and Block Grant funds (CCDBG). It is estimated that $5,500,000 may be available for the funding of the entire Contract. ADES will, in the best interest of the state, determine the funding amount for the Contract upon award.

3. Service Description

3.1 Taxonomy Definition: H011-CQ Information and Referral. A service that provides or arranges for assistance to individuals to enable them to gain access to services through the provision of accurate and current information and referral to appropriate resources. Referral may involve short-term supportive assistance and follow up.

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3.2 Actual Service Description: The Child Care Resource and Referral services consist of a comprehensive set of services to support children's access to early care and education and includes but is not limited to the following:

3.2.1 Consumer Education and Outreach,

3.2.2 Resource and Referral: Navigating Arizona’s ECE System, and

3.2.3 Child Care Provider Education and Support.

3.3 Background: The origin of the CCR&R system stemmed from a growing demand in the 1960s and 1970s for working parents to find safe and reliable Child Care. The reauthorization of the Child Care and Development Block Grant (CCDBG) Act of 2014 specifies that states set aside funds for a Statewide CCR&R system to: (1) provide Consumer Education and Outreach, (2) provide a list of Child Care Providers, (3) provide resources and referrals, and (4) inform Consumers on Child Care Provider complaints. These services are critical for individuals, children, and families who make Arizona their home.

4. Definitions

4.1 Arizona Department of Child Safety (ADCS): Arizona’s state child welfare agency, serving children and families experiencing child maltreatment.

4.2 Arizona Department of Economic Security (ADES) or Department: The Arizona state agency that works with families, community organizations, advocates and state and federal partners to realize the collective vision that every child, adult, and family in the state of Arizona will be safe and economically secure.

4.3 Arizona Department of Education (ADE): The state-level department tasked in Arizona with oversight of public education from kindergarten to secondary school.

4.4 Arizona Department of Health Services (ADHS): The Arizona state agency responsible for providing licensure for Child Care facilities.

4.5 Arizona Early Childhood Workforce Registry: A web-based system that serves as Arizona’s early childhood professionals and those interested in an early education career to find and register for professional development opportunities, as well as keep a record of their experience, education, professional development, and credentials in a central location.

4.6 Business Hours: 8:00 a.m. to 6:00 p.m. Monday through Friday, local Arizona time, and Saturday 8:00 a.m. to 12:00 p.m. local Arizona time.

4.7 Child Care Resource and Referral (CCR&R): A comprehensive set of services that ADES administers under A.R.S. § 41-1967.

4.8 CCR&R Database: An ADES-owned database that is inclusive of all Child Care Provider types in Arizona and serves as the data source for the Child Care Provider search on the CCR&R website that is used by Consumers and the general public to search for Child Care services. The database functionality is managed by ADES. The Contractor is responsible for updating information on Child Care Providers.

https://www.azleg.gov/viewdocument/?docName=https://www.azleg.gov/ars/41/01967.htm

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4.9 CCR&R Registered Family Child Care Home Providers: Family Child Care Home Providers that are not licensed or certified by a government agency; voluntarily included in the CCR&R Database; and meet the requirements under A.R.S. § 41-1967(C).

4.10 CCR&R Website: A website managed by ADES that is used to disseminate information and connect

Consumers, the ECE System, and the public to resources.

4.11 Child Care: The compensated service that is provided to a child who is unaccompanied by a parent or guardian during a portion of a twenty-four (24) hour day (A.R.S. §46-801[4]).

4.12 Child Care and Development Block Grant (CCDBG): A federal law that authorized the Child Care and

Development Fund program which is administered by states, U.S. territories, and tribes, and in Arizona it is administered by the ADES Division of Child Care (DCC).

4.13 Child Care and Development Fund (CCDF): A federal and state partnership program authorized under the CCDBG and administered by states, territories, and tribes with funding and support from the Administration for Children and Families’ Office of Child Care. States use CCDF to: (a) provide financial assistance to low-income families which enables families to access Child Care so they can work or attend job training or educational programs, (b) enhance the early childhood and Child Care workforce, (c) support Child Care programs to achieve higher standards, and (d) provide Consumer education to help parents select Child Care that meets their families’ needs.

4.14 CCDF State Plan: Serves as the agreement between the lead agency (i.e., ADES in Arizona) and the

Federal Government as to how CCDF programs will be administered in conformance with legislative requirements, pertinent federal regulations, and other instructions and guidelines issued by the federal Administration for Children and Families.

4.15 Child Care Liaison: A Department of Child Safety (DCS) employee who is assigned to work directly with

DCC, children and families in DCS care, other state agency partners, and community stakeholders to support the critical collaborative work between DCS and DCC.

4.16 Child Care Provider: A person who is the owner of or works at one of the following entities:

4.16.1 ADES Certified Family Child Care Home or In-Home Provider;

4.16.2 ADHS Licensed Child Care Center;

4.16.3 ADHS Certified Child Care Group Home;

4.16.4 CCR&R Registered Family Child Care Home Provider;

4.16.5 Child Care Centers and Family Child Care Homes regulated by military installations;

4.16.6 Non-Certified Relative Provider as defined at A.R.S. §46-801; and

4.16.7 Tribal Child Care Provider.

4.17 Consumer: Any individual who may benefit from obtaining information or services allowable under this contract.

4.18 Consumer Education and Outreach: An effort to bring services or information to people where they live or spend time, and the process of building relationships with people in order to provide appropriate resources and support.

https://www.azleg.gov/viewdocument/?docName=https://www.azleg.gov/ars/46/00801.htm https://www.acf.hhs.gov/occ/report/acf-118-overview-state/territorial-plan-reporting

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4.19 Culturally Relevant and Linguistically Appropriate: The beliefs, behaviors, knowledge, skills, and systems through which individuals and organizations demonstrate empathy, understanding, and respect for the values, historical context, expectations, language and experiences of a diverse population.

4.20 Division of Child Care (DCC): The subdivision of the ADES responsible for providing financial support to increase the availability and improve the quality of Child Care in Arizona.

4.21 Early Care and Education Community Stakeholders: Community-based organizations and state agencies that support the continuum of Child Care and early education services for children and families, Statewide.

4.22 Early Childhood Education (ECE) System: The entirety of early care, education, family support, health, and professional development components which serve children ages birth through age twelve (12) and their families.

4.23 Expulsion: The permanent dismissal of a child from a program due to behaviors that have been identified by a Child Care Provider as challenging behaviors.

4.24 First Things First (FTF): Arizona’s early childhood agency committed to the healthy development and learning of young children from birth to age five (5).

4.25 Interactive Voice Response (IVR): An automated telephone system that interacts with Consumers, gathers information and routes calls to the appropriate recipients.

4.26 Service Delivery Area (SDA): The geographic areas to be included in the Statewide Plan with defined service delivery approaches that meet the needs and characteristics of the following areas:

4.26.1 Apache/Navajo

4.26.2 Coconino/Yavapai

4.26.3 Cochise/Santa Cruz

4.26.4 Graham/Greenlee

4.26.5 La Paz/Mohave

4.26.6 Maricopa- Northwest

4.26.7 Maricopa- Southwest

4.26.8 Pima

4.26.9 Pinal/Gila

4.26.10 Yuma

4.27 Statewide: All areas throughout the state of Arizona.

4.28 Statewide Plan: A written plan with clear and measurable goals, objectives, and timelines that describes the key activities and actions for Consumer education that includes individualized sections for each SDA to explain how a dedicated staff will lead outreach and collaboration with local communities.

4.29 Suspension:

4.29.1 In-program Suspension is a disciplinary practice that involves temporarily removing or excluding a child from a classroom or from activities that include other children, while the child physically remains in the Child Care setting; or

4.29.2 Out-of-program Suspension is a disciplinary practice that involves temporarily removing a child from the program or placing restrictions on the time a child may attend the program.

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5. General Requirements

The Contractor shall:

5.1 Be classified as a public or private nonprofit community-based entity that:

5.1.1 Demonstrates knowledge and expertise of the ECE system;

5.1.2 Has capacity in delivering education, navigation, and support services;

5.1.3 Has strong Statewide and community level partnerships; and

5.1.4 Provides educational or related services to individuals in the community.

5.2 Collaborate and establish partnerships with other organizations, as needed, to provide services. If

Contractor is utilizing a subcontractor to provide services, Contractor must maintain and provide, upon request of ADES, a copy of the formal written contract set in place with their subcontractors. The formal written contract shall meet all the requirements outlined within this contract and the Contractor’s proposal.

All subcontractor partnerships need to be reviewed and approved prior to providing services through a formal contract amendment and following the steps in the Special Terms and Conditions, Section 42.

5.3 Communicate, either directly or through the assistance of professional services, in the native language of Consumers who have limited speaking ability (or English is not their primary language) and use all other appropriate and effective modes of communication, including, but not limited to, American Sign Language.

5.4 Serve as a designated partner to DCC in the event of an emergency and/or disaster as outlined in Exhibit B - Child Care Administration Emergency and Disaster Preparedness Plan.

5.4.1 Ensure ability to carry out roles and responsibilities as defined in the plan and

5.4.2 ADES will inform the Contractor of amendments to the plan.

5.5 Participate in meetings as requested by ADES, which includes, but is not limited to quarterly meetings with DCC staff and collaboration meetings in person, virtual or hybrid with Early Care and Education Community Stakeholders.

5.6 Develop and implement a comprehensive continuous improvement process that describes activities for self-monitoring, identifying and addressing challenges, reflecting on program delivery, and identifying enhancement opportunities.

5.6.1 Review the developed continuous improvement process with ADES and;

5.6.2 Provide updates and progress to ADES on a quarterly basis.

6. Service Delivery Requirements

6.1 Consumer Education and Outreach

6.1.1 Establish a Statewide Plan for Consumer Education and Outreach that is provided in each SDA that includes the following, but is not limited to:

6.1.1.1 Creating and implementing strategies to promote Consumer awareness and understanding of:

6.1.1.1.1 ECE System in their communities which will facilitate locating and accessing

Child Care to meet their specific needs, and

6.1.1.1.2 How to utilize CCR&R services as a Statewide resource.

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6.1.1.2 Engaging Consumers in Culturally Relevant and Linguistically Appropriate ways to expand their knowledge, skills, and capacity to support their children's development.

6.1.1.3 Identifying and implementing strategies to reach Consumers by the Consumers’ preferred method, including in-person and virtual engagement strategies.

6.1.1.4 Implementing Statewide strategies to improve Consumers ability to access transparent and easy-to-understand information about high-quality Child Care.

6.1.1.4.1 Emphasis shall be placed on targeted populations including, but not limited to:

6.1.1.4.1.1 Infants and toddlers;

6.1.1.4.1.2 Children experiencing homelessness;

6.1.1.4.1.3 Children with special needs;

6.1.1.4.1.4 Children involved with the child welfare system;

6.1.1.4.1.5 Urban, rural, and Tribal communities; and

6.1.1.4.1.6 Diverse and vulnerable populations.

6.1.2 Establish strategic partnerships and community collaborations to build and increase Consumer knowledge, understanding and awareness of CCR&R services.

6.1.2.1 Partner with ADES and other state agencies to integrate and disseminate information on

CCR&R across public service programs including, but not limited to, the following services:

6.1.2.1.1 ADCS:

6.1.2.1.1.1 Child Care Liaison

6.1.2.1.1.2 Foster and Kinship Families Licensing

6.1.2.1.1.3 Staff Training

6.1.2.1.2 ADE:

6.1.2.1.2.1 Arizona Head Start Collaboration Office

6.1.2.1.2.2 Early Childhood Education

6.1.2.1.2.3 Early Childhood Special Education

6.1.2.1.2.4 Health and Nutrition Services

6.1.2.1.3 ADES:

6.1.2.1.3.1 Arizona Early Intervention Program

6.1.2.1.3.2 Child Support Services

6.1.2.1.3.3 Division of Child Care local offices

6.1.2.1.3.4 Developmental Disability

6.1.2.1.3.5 Employment & Rehabilitation Services

6.1.2.1.3.6 Employment assistance programs, such as ARIZONA@WORK

6.1.2.1.3.7 Community Engagement

6.1.2.1.3.8 Tribal Relations

6.1.2.1.3.9 Temporary Assistance for Needy Families

6.1.2.1.4 ADHS:

6.1.2.1.4.1 Child Care Licensing

6.1.2.1.4.2 Nutrition and Physical Activity

6.1.2.1.4.3 Women and Children’s Health

6.1.2.1.5 FTF:

6.1.2.1.5.1 Program, Evaluation and Community Engagement teams

6.1.2.1.5.2 FTF Regional Partnership Councils

6.1.2.1.5.3 Statewide and regional funded grant partners

6.1.2.2 Create strategic partnerships with existing ECE Systems in each SDA to provide community-based education and support that includes, but is not limited to the following:

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6.1.2.2.1 Ensure strategies are building on and supporting the ECE System and not duplicating efforts.

6.1.2.2.2 Partner with existing Consumer and community entities in each SDA to disseminate information regarding availability of CCR&R services with an emphasis on reaching vulnerable and diverse populations.

6.1.2.2.3 Provide community-based Consumer education, outreach, and support that may include, but is not limited to:

6.1.2.2.3.1 Community events;

6.1.2.2.3.2 Networking meetings;

6.1.2.2.3.3 Organizational meetings;

6.1.2.2.3.4 One-on-one individual meetings;

6.1.2.2.3.5 Email communications;

6.1.2.2.3.6 E-newsletters;

6.1.2.2.3.7 Presentations, and

6.1.2.2.3.8 Training.

6.1.2.2.4 Disseminate CCR&R information and collaborate with strategic audiences that may include, but are not limited to, the following:

6.1.2.2.4.1 Housing complexes;

6.1.2.2.4.2 Hospitals and health care offices/clinics;

6.1.2.2.4.3 ADES offices;

6.1.2.2.4.4 Residential shelters Statewide that are serving children experiencing homelessness and domestic violence;

6.1.2.2.4.5 Schools;

6.1.2.2.4.6 Institutes of higher education;

6.1.2.2.4.7 Employers and business associations;

6.1.2.2.4.8 Libraries, family resource centers, community centers; and

6.1.2.2.4.9 Food pantries.

6.1.3 Identify timeline, frequency and methods for gathering Consumer feedback on topics such as, but not limited to the following:

6.1.3.1 Consumer needs;

6.1.3.2 The best methods to reach and connect with Consumers; and

6.1.3.3 Effectiveness and utilization of CCR&R services and areas for improvement.

6.1.4 Utilize the CCR&R Website to disseminate information and connect Consumers, the ECE System, and the public to resources.

6.1.4.1 Collaborate with other agencies to add the CCR&R Website link to their websites.

6.1.5 Create new and/or utilize existing standard messaging/information and content from credible state and national sources to educate Consumers on CCR&R services as outlined in the Statewide plan.

6.1.5.1 Topics include, but are not limited to:

6.1.5.1.1 High-quality Child Care;

6.1.5.1.2 Selecting an appropriate type of Child Care;

6.1.5.1.3 Navigating through challenges with Child Care and establishing a partnership with the Child Care Provider; and

6.1.5.1.4 Coordinating and connecting to other services.

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6.1.5.2 Create marketing materials for dissemination and utilization with established strategic partnerships and community-based education.

6.1.5.3 Utilize standard messaging and content for social media and newsletters.

6.2 Resource and Referral: Navigating Arizona’s ECE System

6.2.1 Operate the CCR&R centralized toll free number, at no charge to the public and provide navigation and support on CCR&R services to Consumers.

6.2.2 Ensure all calls are answered directly by centralized telephone staff, without being transferred to voicemail, during Business Hours.

6.2.3 Develop an assessment process to use with Consumers who contact CCR&R to identify their needs and provide all Consumers the following assistance, which may include, but is not limited to the following:

6.2.3.1 Connection to available community services;

6.2.3.2 Information and resources;

6.2.3.3 Assistance in navigating programs and services that are available;

6.2.3.4 Assistance with assessing Child Care Providers based on the information in the CCR&R

Database to select care that is best suited for the children;

6.2.3.5 Finding a suitable new Child Care Provider for the Consumer;

6.2.3.6 Assistance in communication between old and new Child Care Providers to ensure smooth transition; and

6.2.3.7 Follow up to assess Consumers’ satisfaction with the services and address additional challenges, if necessary.

6.2.4 Provide support to Consumers that are facing a possible Suspension or Expulsion of Child Care services which may include, but is not limited to, the following:

6.2.4.1 Screening incoming complaints for opportunities to prevent Suspension or Expulsion;

6.2.4.2 Collaborating with ADES and any contractors that provide Expulsion prevention services;

6.2.4.3 Providing information for other resources and services that are available at no cost to the consumers to increase awareness of Suspension and Expulsion services;

6.2.4.4 Assisting the Consumer in understanding Arizona’s Suspension and Expulsion prevention policy;

6.2.4.5 Assisting the Consumer in finding alternate Child Care and seeking relevant support services; and

6.2.4.6 Accommodating Consumers’ availability if they are not available during Business Hours.

6.2.5 Provide support to Consumers that are requesting information on developmental screenings including but not limited to:

6.2.5.1 Information about research and best practices concerning children's development; and

6.2.5.2 Social and emotional development.

6.2.6 Maintain a telephone system that includes IVR, answering system, and call-recording capabilities.

6.2.7 Develop distinct messaging scripts for the IVR that will be available during Business Hours and additional scripts for use after hours and holidays.

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6.2.7.1 Messaging scripts shall include, at a minimum:

6.2.7.1.1 Disclaimer statement;

6.2.7.1.2 Additional methods to receive referrals such as texts or emails;

6.2.7.1.3 Informational messages; and

6.2.7.1.4 Option for requesting a convenient call back time if a voicemail is left after Business Hours.

6.2.8 Ensure services are available during Business Hours, except for the following state holidays:

6.2.8.1 New Year’s Day;

6.2.8.2 Martin Luther King Jr./Civil Rights Day;

6.2.8.3 Lincoln/Washington/President’s Day;

6.2.8.4 Memorial Day;

6.2.8.5 Independence Day;

6.2.8.6 Labor Day;

6.2.8.7 Columbus Day/Indigenous Peoples’ Day;

6.2.8.8 Veterans’ Day;

6.2.8.9 Thanksgiving Day; and

6.2.8.10 Christmas Day.

6.2.8.11 ADES reserves the right to modify required availability based on call volume and trends.

6.2.8.12 Holidays that occur on a Sunday shall be observed on the following Monday. Holidays that occur on a Saturday, shall be observed on Saturday.

6.2.9 Generate hourly, daily, weekly, and monthly telephone trend reports approved by ADES on the following:

6.2.9.1 Inbound call volume separated by the following time period:

6.2.9.1.1 Monday-Friday 8:00 am to 6:00 pm local Arizona time;

6.2.9.1.2 Saturday 8:00 am to 12:00 pm local Arizona time;

6.2.9.1.3 Outside of normal Business Hours;

6.2.9.1.4 Reason for call;

6.2.9.1.5 Consumer satisfaction and consumer feedback; and

6.2.9.1.6 Other reports as required by the ADES.

6.3 Child Care Provider Education and Support

6.3.1 Connect Child Care Providers to training, education and resources that empowers them to deliver high quality care and continuously improve their practices including, but not limited to, the following:

6.3.1.1 Disseminating, information, resources, and materials to Child Care Providers based on needs at Statewide and community outreach events and in alignment with Section 6.1.2.2.

6.3.1.2 Supporting ADES sponsored Child Care Provider events and meetings.

6.3.1.3 Supporting Child Care Providers in utilizing the Arizona Early Childhood Workforce

Registry to:

6.3.1.3.1 Create and maintain an individual Arizona Early Childhood Workforce

Registry membership;

6.3.1.3.2 Complete required health and safety training;

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6.3.1.3.3 Access professional development events;

6.3.1.3.4 Obtain access to scholarships for early childhood credentials, certificates and degrees.

6.3.1.4 Participate in a state or nationally recognized accreditation program.

6.3.1.5 Enroll in Quality First funded by FTF.

6.3.1.6 Participate in other quality improvement programs funded by state, federal, or tribal agencies.

6.3.2 In collaboration with ADES, support efforts to address Child Care supply and demand through the following:

6.3.2.1 Provide resources and support for new individuals and entities interested in becoming a

Child Care Provider.

6.3.2.2 Provide resources and support to existing Child Care Providers interested in expansion opportunities.

6.3.2.3 Connect Child Care Providers who are not currently contracted with ADES to DCC.

6.3.2.4 Connect unregulated providers to resources and information about opportunities to become regulated and contract with ADES.

6.3.2.5 Analyze Child Care supply and demand data and prepare reports, annually or as requested by ADES, which includes, but is not limited to the following:

6.3.2.5.1 Child Care supply data sorted by age of child, location, duration of services, program quality, financial assistance received, and other data as specified by ADES; and

6.3.2.5.2 Child Care demand data sorted by Consumer characteristics and needs as specified by ADES.

6.4 Complaint Requirements:

6.4.1 Provide intake, dissemination, resolution, and follow up on all complaints received.

6.4.1.1 Establish an ADES-approved systematic process for receiving and recording complaints from various sources, including phone calls, CCR&R Website, and in-person interactions.

6.4.1.2 Ensure the CCR&R staff utilize the Child Care Provider complaint form located on the CCR&R Website for all complaints received by telephone or in person.

6.4.1.3 Disseminate and track complaints.

6.4.1.3.1 Forward complaints to the appropriate regulatory agency and relevant departments responsible for addressing complaints, including, but not limited to:

6.4.1.3.1.1 DHS Bureau of Child Care Licensing;

6.4.1.3.1.2 DCC Provider Network and Support Administration;

6.4.1.3.1.3 ADE Child and Adult Care Food Program; and

6.4.1.3.1.4 Local law enforcement.

6.4.1.3.2 Forward all complaints to the DCC Program Development Unit at ccaprogramdevelopmentunit@azdes.gov

6.4.1.3.3 Partner with ADES to develop a system for tracking the progress of complaint resolution and follow up as requested to complainants, regulatory agencies, and relevant departments or entities until the complaint has been resolved.

mailto:ccaprogramdevelopmentunit@azdes.gov

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6.4.1.4 Identify complaints related to potential Child Care Suspension or Expulsion and refer complainants to additional resources and services, as appropriate.

6.4.2 Translate complaints into English.

6.4.2.1 Designate a qualified translator or translation service to promptly translate all complaints submitted into English.

6.4.2.2 Ensure that the translation process is completed within twenty-four (24) hours of the submitted complaint to avoid delays in addressing the issue.

6.4.2.3 Maintain accuracy and confidentiality while handling translated complaints, adhering to data protection regulations and organizational policies.

6.4.3 Develop an ADES-approved standard procedure for complaint handling including, but not limited to the following:

6.4.3.1 Ensure that complainants receive a confirmation of their complaint submission, either through automated systems or personalized communication channel within one (1) business day.

6.4.3.2 Provide complainants with clear information about the complaint-handling process, including expected timelines provided by each regulatory agency and points of contact for follow-up inquiries.

6.4.3.3 Provide resource and referral services to all complainants based on the subject of the complaint, as deemed necessary.

6.4.3.3.1 All complaints submitted through the CCR&R Website require a follow-up with the Consumer to assess challenges and needs for CCR&R services.

6.4.4 Collect, analyze, and report data.

6.4.4.1 Establish a comprehensive data collection system to capture all relevant information related to complaints, including, but not limited to, complaint types, frequencies, and resolution outcomes.

6.4.4.1.1 Categorize and prioritize complaints based on their severity, urgency, and impact to enable appropriate allocation of resources for resolution.

6.4.4.2 Regularly analyze complaint data to identify trends, patterns, and areas requiring improvement.

6.4.4.3 Generate and submit to ADES a monthly complaint statistics, trends, and analysis report.

6.4.4.4 Implement measures to protect complainant privacy and maintain data confidentiality throughout the data collection, analysis, and reporting processes.

6.4.5 Practice continuous improvement methods.

6.4.5.1 Conduct regular evaluations and audits of the CCR&R complaint-handling process, at minimum, on an annual basis.

6.4.5.2 Review the complaint-handling process of regulatory agencies to identify opportunities for improvement and implement necessary changes to the CCR&R complaint-handling process, at minimum, on an annual basis.

6.4.5.3 Develop a process to gather feedback about the CCR&R complaint-handling process from the following entities:

6.4.5.3.1 Consumers;

6.4.5.3.2 Regulatory agencies;

6.4.5.3.3 Relevant departments or entities responsible for addressing complaints;

6.4.5.3.4 Child Care Providers; and

6.4.5.3.5 Local law enforcement.

6.4.5.4 Remain current with best practices and regulatory requirements related to complaint management, incorporating relevant updates into the complaint-handling process.

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7. CCR&R Database Requirements

7.1.1 Maintain and manage the current and operational CCR&R Database through the following:

7.1.1.1 Meet with ADES to review the ADES standard policies and procedures for the CCR&R

Database within thirty (30) days of the awarded contract including, but not limited to, the following:

7.1.1.1.1 Required fields for the CCR&R Database;

7.1.1.1.2 Communication on Child Care Provider changes;

7.1.1.1.3 Requests for CCR&R Database changes and standard reports.

7.1.1.2 Maintain accuracy of information contained in the CCR&R Database on a monthly basis through the cross match of various state agency Child Care Provider databases. This includes, but is not limited to, newly established Child Care Providers, expansion of Child Care Providers, closed Child Care Providers, etc.

7.1.1.2.1 All Child Care Providers must be contacted, at minimum, on an annual basis to ensure Child Care Provider information is current.

7.1.1.3 Ensure coordination with state agencies, military, tribal, and other partners as identified for maintaining accurate and updated information on Child Care Providers included in the database.

7.1.1.4 Update the database upon Child Care Provider requests and/or communication with Child Care Providers for the following:

7.1.1.4.1 Current referral status to continue or discontinue receiving referrals;

7.1.1.4.2 Addition to the database if Child Care Provider meets the required provider types;

7.1.1.4.3 Correct and/or add missing information.

7.1.1.5 Own or purchase an IT platform or system to carry out responsibilities associated with the database.

7.1.2 Submit all external requests for information from the CCR&R Database to ADES. ADES will respond to all requests.

7.1.3 Revise contractor-specific standard work for the CCR&R Database requirements as technology evolves.

7.1.3.1 ADES will collaborate with the Contractor to communicate implementation of technology improvement efforts including the development and implementation of technology platforms to create efficiencies with the CCR&R Database and integrated data across state agencies.

8. Communications and Marketing

8.1 Marketing materials

8.1.1 Develop and distribute informational materials in English and Spanish that are approved by ADES to educate and inform Consumers, the general public and state and community partners about CCR&R services and Child Care related information.

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8.1.2 Print and distribute informational materials that are developed and available through the ADES website, or the website of other partner agencies listed in Section 6.1.2.1 as needed.

8.1.3 Ensure all marketing materials include the following statement:

8.1.3.1 Funding provided by the Arizona Department of Economic Security, Division of Child

Care through the Federal Child Care Development Block Grant funds.

8.2 Website

8.2.1 Collaborate with ADES to provide updates to, and recommendations for, new content on the

CCR&R Website in accordance with Federal CCDBG requirements for Consumer education.

8.2.1.1 The CCR&R Website will be maintained by ADES.

8.2.2 Develop strategies and materials to ensure that Consumers and Child Care Providers are aware of and know how to use the Child Care search and other features on the CCR&R Website.

8.3 Social Media

8.3.1 Collaborate with ADES to provide support for social media content including Child Care Provider success stories, events, and other relevant content.

8.3.1.1 The CCR&R social media accounts will be maintained by ADES.

8.3.2 Meet with ADES monthly to support the development and maintenance of a monthly social media content calendar.

8.3.3 Develop strategies and disseminate materials to educate Consumers and Child Care Providers about the use of CCR&R social media platforms.

8.4 Earned Media

8.4.1 Submit all requests for earned media engagement to ADES for approval prior to development and dissemination.

8.4.2 Ensure that responses to earned media requests are aligned and consistent with CCR&R services.

9. Key Personnel

9.1 Employ and train staff to adequately operate the centralized telephone system as outlined in Section 6.2.

9.1.1 Ensure the staff for the centralized telephone services have knowledge and skills for, but not limited to, the following:

9.1.1.1 Providing customer service to diverse populations including follow up and follow through with Consumers;

9.1.1.2 Collecting and compiling data and reports;

9.1.1.3 Solving problems and seeking assistance to ensure Consumer’s needs are addressed;

9.1.1.4 Collaborating with the ECE System and Early Care and Education Community

Stakeholders; and

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9.1.1.5 Responding to Consumers in a Culturally Relevant and Linguistically Appropriate manner.

9.2 Employ and train staff to adequately implement Consumer Education and Outreach in alignment with the

Statewide plan as outlined in Section 6.1.1.

9.2.1 Ensure the staff for Consumer Education and Outreach have knowledge, skills, and experience in the following areas within each designated SDA, but not limited to, the following:

9.2.1.1 Working with diverse populations in a Culturally Relevant and Linguistically Appropriate manner;

9.2.1.2 Building diversity, equity, inclusion, and equitable access in each SDA;

9.2.1.3 Developing knowledge and partnership with the ECE community across the SDA’s and effectively work with all types of Child Care Providers;

9.2.1.4 Identifying strategies that are community specific;

9.2.1.5 Serving as a spokesperson and lead implementer of strategies; and

9.2.1.6 Engaging in a continuous improvement process to present recommendations and improvements on CCR&R services.

9.3 Ensure staff availability to collaborate with the ADES Office of Community Engagement and Office of Tribal Relations for Consumer Education and Outreach activities.

9.4 Ensure staff for Consumer Education and Outreach have a valid fingerprint clearance card and clearance through Attachment 12 - Direct Service Central Registry Clearance Form prior to providing services to Consumers.

9.5 Establish a policy approved by ADES that details required actions to be taken when any staff becomes aware of suspected child abuse and neglect while performing duties required under this contract.

9.6 Ensure all staff participate in ongoing professional development opportunities that align with the contract, which will result in continuous improvement.

9.7 Assign specific individuals as Key Personnel intended to provide services under this contract.

9.8 Ensure that Key Personnel are not removed or replaced without advance notice to ADES. Should advance notice be impossible due to circumstances beyond the Contractor’s control, written notice shall be provided within seven (7) business days.

9.8.1 The Department may direct the Contractor to replace any Key Personnel that they deem as being unqualified, non-productive, unable to fully perform his/her job duties, or for any other good faith basis. If the Contractor replaces Key Personnel, it should be with personnel of substantially equal ability and qualifications and shall not affect the ability to meet all schedules and deliverables.

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10. Transition Plan

10.1 Work collaboratively with the incumbent Contractor to ensure a smooth transition of CCR&R services including the following but not limited to:

10.1.1 Toll-free phone number

10.1.2 Review of analytics

11. Licensure Requirements

11.1 Contractor shall comply with all applicable state, federal and local laws and regulations.

12. ADES Responsibilities The ADES will:

12.1 Request and attend meetings as needed with Contractor in collaboration with Early Care and Education Community Stakeholders.

12.2 Schedule quarterly meetings with the Contractor.

12.3 Review reports as outlined in Section 15.1 and respond back to the Contractor within fifteen (15) business days of the submission.

12.4 Conduct compliance reviews as needed, to monitor the Contractor’s performance and adherence to the terms of this contract.

12.5 Provide and maintain the CCR&R Website in collaboration with the Contractor to ensure information on the CCR&R Website is current and up to date.

12.6 Provide the Contractor access to the CCR&R Database to maintain and manage Child Care Provider information.

13. Deliverables

13.1 Submit an interim Statewide Plan and implementation timeline to ADES within sixty (60) days of the contract effective date for ADES approval.

13.1.1 ADES will review the interim Statewide Plan and implementation timeline and respond back to the

Contractor within fifteen (15) business days of the submission.

13.2 Submit the final Statewide Plan and implementation timeline to ADES within thirty (30) days following receipt of ADES’ approval of the interim Statewide Plan and implementation.

13.2.1 ADES will review the final Statewide Plan and implementation timeline and respond back to the

Contractor within fifteen (15) business days of the submission.

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13.3 Review the Statewide Plan at least annually and amend it as needed.

13.3.1 The Contractor shall submit the amended Statewide Plan for ADES approval prior to implementation.

14. Payment for Services

The Contractor shall:

14.1 Possess an approved Federal Indirect Cost Allocation Rate or a Cost Allocation Plan that supports the methodology for administrative and indirect costs. ADES will not reimburse for actual costs that exceed the allowable percent.

14.2 Be reimbursed for services in accordance with actual allowable costs incurred not to exceed the service reimbursement ceiling as stated in Attachment 14 Itemized Service Budget.

14.3 Submit invoices in accordance with Exhibit C - Invoice.

15. Reporting Requirements

15.1 Submit reports as follows:

15.1.1 Exhibit A Monthly - Programmatic Report, as may be amended due on or before the 15th day of each month.

15.1.2 Telephone trend reports as specified in Section 6.2.9, due on or before the 15th day of each month.

15.1.2.1 Submit a draft format of the report for review and approval by ADES within the first…