RFP No. PS145468 Community Relations Services Bench

RFP No. PS145468 1 Exhibit A – Scope of Services Date: 9.28.26

EXHIBIT A – SCOPE OF SERVICES

I. PURPOSE

The purpose of this Statement of Work (SOW) is to establish a multi-disciplinary Community Relations Services Bench Contract to provide on-call professional services supporting community engagement, research, public affairs, digital engagement, training and facilitation, and related activities for capital projects, operational initiatives, and agency-wide programs.

II. BACKGROUND

Metro Community Relations (CR) is seeking the services of Contractors that have extensive experience in specific disciplines within communications; virtual and online innovations, incorporation of equitable and just public outreach approaches, and experience engaging a broad range of stakeholders within Los Angeles County’s diverse and multilingual communities. These bench contractors shall support the Metro’s Community Relations Department with various projects, programs, and initiatives .

To assist in meeting Metro’s strategic and tactical customer experience and communications goals and objectives, and to provide a wide range of business opportunities, contractors will be utilized on an on-call, task order basis, as services are needed.

Metro requires expertise in the following disciplines:

1. Community Outreach & Engagement

2. Research, Polling & Data Analytics

3. Public Affairs & Advocacy Support

4. Digital Engagement and Technology Platforms

5. Training & Facilitation

While not required, a history of working within the transportation industry is desired.

Contractors may partner with other disciplinary subcontractors, including CBOs, to develop a comprehensive team to better address a potential Task Order’s scope of work.

Metro is unique among the nation’s transportation agencies. It serves as the transportation planner, designer, builder, and operator for one of the country’s largest, most populous counties. Nearly 10 million people – almost one-third of California’s residents – live, work, and play within its 1,433-square-mile service area.

III. BENCH CONTRACT OVERVIEW AND TASK ORDER PROCESS

The bulk of the services rendered will be both short-term and long-term communications activities for projects, programs, and initiatives in varying stages of development from early planning to engineering and construction.

RFP No. PS145468 2 Exhibit A – Scope of Services

In April 2021, Metro finalized a Community-Based Organization (CBO) Partnering Strategy that provides recommendations to Metro departments to advance equity by leveraging the expertise and value that CBOs bring. Metro intends to further its collaborations with CBOs and align its guiding goals and principles on community engagement as outlined in the Vision 2028 Strategic Plan, Metro’s 10-year strategy for increasing transit ridership and Metro’s Equity Platform Framework. Therefore, Contractors at times shall be required to strategically team with CBOs when Task Orders are issued under the established On-Call Community Relations Bench Contract.

When services are needed, the selected contractors Metro intends to issue a Task Order that outlines the scope of work that is being sought. Contractors shall provide a competitive response and price proposal. Generally, contractors will be asked to submit their proposals within two weeks, but less or more time may be allowed for limited or extensive tasks. Given the nature of on-call bench contracts, time-sensitive task orders may be issued that could require a work plan from the Contractor within forty-eight (48) hours for immediate consideration and approval.

Depending on the work effort, task orders will be issued on either a “firm fixed price” or “firm fixed unit rate” basis. Day-to-day task management of the task order work will be the responsibility of the Contractor’s Project Manager.

IV. OBJECTIVES

• Provide flexible, scalable outreach and engagement support across multiple projects and corridors.

• Ensure regulatory compliance with CEQA/NEPA, Title VI, and Environmental Justice requirements.

• Support data-driven engagement strategies through research and analytics.

• Enhance stakeholder alignment and issue mitigation through proactive public affairs support.

• Strengthen Metro’s institutional capacity for community listening and equitable engagement.

V. DISCIPLINES AND TASKS

The scope of services of the Community Relations Services (CRS) Bench is grouped into five disciplines:

A. Community Outreach & Engagement

1. Support CEQA/NEPA public review processes.

2. Coordinate public hearings and formal comment periods.

3. Track and document public comments and responses utilizing agency approved tracking software such as Salesforce, SmartComments, or similar-type platforms and certified court reports (as requested).

4. Prepare noticing materials consistent with regulatory requirements.

5. Develop and implement project-specific outreach and engagement plans, for projects that could be in the planning, design, or construction phases.

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6. Coordinate and staff community meetings, workshops, and pop-up events.

7. Plan and/or support community or Metro-hosted events with augmented staffing.

8. Manage partnerships with community-based organizations and stakeholders.

9. Provide multilingual and culturally sensitive outreach services.

10. Deliver outreach summaries and documentation reports.

11. Support for equity-focused outreach requirements tied to CEQA/NEPA or Title VI, inclusive of youth, older adults, students and people with disabilities.

12. Develop stakeholder databases for each project/program.

13. Conduct door-to-door canvassing, transit-rider outreach, business and neighborhood focused outreach activities.

14. Coordinate public notification campaigns utilizing print and digital media.

15. Manage project hotlines, email inboxes, and public inquiry response management via Salesforce.

16. Develop collateral materials including fact sheets, FAQs, website content, outreach toolkits, and other resource materials.

17. Identify emerging community concerns and develop strategies to address them.

18. Coordinate elected officials’ briefings and community group presentations, as requested.

19. Develop and implement CBO Partnership Programs

20. Identify, outreach, and vet potential CBO partners

21. Develop scopes of work for CBO participation

22. Coordinate CBO onboarding and orientation processes

23. Administer stipends, invoices, and deliverable tracking

24. Monitor CBO performance and reporting compliance

25. Provide technical assistance to CBO partners

26. Supervise CBO-led outreach activities and events

27. Document community feedback collected through CBOs

28. Draft summary reports and program evaluations

B. Research, Polling & Data Analytics

1. Conduct statistically valid polling and surveys.

2. Facilitate focus groups and stakeholder interviews.

3. Perform stakeholder mapping and sentiment analysis.

4. Conduct demographic, socioeconomic and community profile analyses.

5. Analyze engagement effectiveness using quantitative and qualitative data.

6. Prepare executive-level reports, dashboards, and presentation materials.

C. Public Affairs & Advocacy Support

1. Monitor and analyze legislative and policy developments.

2. Develop stakeholder engagement strategies for elected officials and coalitions.

3. Provide rapid-response issue management support.

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4. Develop strategic communications plans supporting project milestones.

5. Support stakeholder coalition development and advocacy initiatives.

6. Assist with the development of key messaging for controversial and/or high-profile projects/initiatives.

D. Digital Engagement & Technology Platforms

1. Produce interactive online engagement experiences

2. Develop and manage virtual town hall environments.

3. Create visual simulations

4. Produce virtual reality videos

5. Provide interactive mapping and digital survey tools.

6. Integrate outreach data with agency CRM systems.

7. Develop GIS-based stakeholder and equity mapping.

8. Develop engagement dashboards and reporting metrics.

9. Manage social listening and sentiment monitoring tools.

E. Training & Facilitation

1. Provide staff training on engagement best practices.

2. Develop training curricula and instructional materials.

3. Develop cultural competency and equity workshops.

4. Facilitate executive/staff retreats and strategic planning sessions.

5. Facilitate public meetings, advisory committees, and executive workshops.

6. Provide conflict resolution and consensus-building services.

7. Design meeting agendas and facilitation strategies.Conduct visioning workshops, design charrettes or similar-type gatherings.

8. Document action items, implementation goals and/or recommendations for next steps.

Under this CRS bench, Contractors shall also be responsible for the following:

a) Mailing Services: All mailing services, including mail house management, postage and related expenses. Metro’s in-house Copy Center and Print Shop will have first right of refusal on the physical production of all mailers, flyers and collateral materials.

b) Progress Reports: Written description of the tasks completed, including status and action items, and any corrective actions (if necessary).

c) Project Reports: Status of any community outreach issues and recommended strategies to address them, if relevant to the assigned scope of work.

d) Timesheets: timesheets of all assigned personnel.

e) Cost Summary Report: Summary of all costs incurred and remaining budget, including receipts for direct costs.

VI. CONTRACT STRUCTURE

The Bench Contract will be structured as an on-call, task order–based agreement.

Firms may qualify under one or multiple service categories. Specific scopes, budgets, timelines, and deliverables will be defined through individual task orders.

RFP No. PS145468 5 Exhibit A – Scope of Services

VII. PERFORMANCE STANDARDS

Contractors shall demonstrate responsiveness, regulatory compliance, equity-centered engagement, accurate reporting, and alignment with agency branding and communication standards. All work products shall become the property of Metro.

VII. INVOICING AND PROGRESS REPORTS

A. All work products and invoices shall be submitted to the established Metro staff member for approval. Invoices must be submitted on a monthly basis to the Metro Community Relations Project Manager within 10 days of the close of the month. The invoice should also list each project time charge according to the staff member who performed the work.

B. Along with its invoice, the Contractor shall submit a monthly progress report the first week of each month for the preceding month with narrative documenting work progress from the first day through the last day of the month. The items to be presented in the monthly progress report are as follows:

END OF SCOPE OF SERVICES