HSS26007-ERS-qa.pdf

Public Q&A September 25, 2025

Emergency Response System (HSS26007-ERS)

1. Vendor Requests & Client Management

1. Will successful vendors be able to request a number of clients/members to service in

Delaware? We are a small ERS/PERS company and would like to service specific numbers or members based on service capabilities. Yes. Within the bid, providers are encouraged to indicate the requested capacity (# of participants) that the provider can successfully provide monthly services for the planned 12-month service period.

2. How many clients currently receive ERS services? Approximately 740 clients.

Do you expect the numbers to remain the same for this contract period? Yes.

3. Who is the current contractor or contractors for ERS? To obtain this answer, a Freedom of Information Act (FOIA) request would need to be submitted to this link:

https://dhss.delaware.gov/foia/

4. If multiple contractors are managing the clients, how are the clients divided among them? Specifically, how many clients does each contractor handle, and what is the breakdown of unit types for each contractor? Clients are referred to the potential provider as funding/budget allows.

5. Is this an exclusive contract? No.

Even if this is not an exclusive contract, if one of the current contractors’ contract is not renewed, will the new contractor take over all of the current clients? That is a possibility if the new contractor can absorb the number of clients. The division will not refer more clients that a provider can accept. The division will work with the provider to schedule referrals successfully.

How will it be split if there are more than one contractor taking over? Clients would be split per the capacity of the eligible provider.

2. Equipment, Installation & Billing

6. Would direct mailing of equipment to clients/members be an acceptable delivery method for ERS equipment? ERS units can be shipped to the participant, however an installation must be providers per 6.4 – 6.6 of the Emergency Response Systems program service specifications (Appendix B)

7. How are vendors to bill for lost or damaged equipment? Lost or damaged equipment is not billable. It is the expectation that an ERS provider provide replacement service units as needed. That said, providers of ERS do have the ability to refuse/terminate service for any participant who is deemed to not operate the ERS system as instructed.

Would we first invoice the client/member, and then forward invoice to state of Delaware if the client/member is unable to pay? No. If a unit is damaged or lost, the provider does not have the ability to bill the State of Delaware. The recourse for the provider is to terminate ERS service with the participant if equipment was deemed to be damaged or last due to negligence of the participant.

Please note, our division has not had a significant historic issue with lost or damaged ERS units.

8. Are installation charges billable? No.

9. Are home visits billable, if necessary to assist clients/members with operational challenges? No. The expectation is for providers of Emergency Response Systems (ERS) service provide guidance & education to the recipient of the service.

10. The RFP mentioned an extra button for family members. This is doable with stationary equipment since the extra button would activate the same ERS unit provided to primary member. However, the mobile ERS units are self-contained (all-in-one) and operate on independent platforms. In this scenario a second button would be a second mobile ERS which is not billable. Does the requirement for second button only apply to stationary units? The Extra Pendant service unit as described in Section 3.1.7 of Appendix B is only applicable for compatible technology. Historically, Mobile Units users significant others would not be eligible to utilize an Extra Pendant.

11. How many new installations are expected per month? Installations timelines will be collaborated between the provider and the division. Provider will be offered a timeline that will be successful for their agency capacity.

12. Can we ship devices to client’s homes with a follow up phone installation from a technician? Bidders can offer that option within their proposed bid, however in the event of a participant not able to understand the installation process, the agency would need to assure proper installation has occurred.

13. If shipping devices isn’t permitted, would you prefer the technician to be based in

Delaware, or is it equally acceptable as long as a technician can service Delaware, regardless of where they are located? Shipping of the ERS units is permitted. Any technician utilized do not need to be based in Delaware.

3. Units, Pricing & Technical Details

14. What is their current pricing for each of the 7 types of unit provided per contractor ie.

landline, cellular, and mobile units, extra pendant, and with fall detection for each? To obtain this answer, a Freedom of Information Act (FOIA) request would need to be submitted to this link: https://dhss.delaware.gov/foia/

15. What is the current breakdown of the amounts of each type of unit that are already provided including how many homes have an extra pendant included? Currently, the division has a monthly allocation of the following ERS Service Unit types:

Cellular – 84 Cellular with Fall Detection – 172 Landline – 123 Mobile GPS - 38 Mobile GPS with Fall Detection - 314

16. Does the current contractor(s) provide a fall detection option? Yes.

4. Contract Terms & Licensing

17. Can you please clarify the term of the contract?

P. 17 Section C1 states” The term of the contract between the successful bidder and the State shall be for one (1) year with the option of four (4) one-year renewals.” and P.56 2.1 states “The term of the initial contract shall be FOUR (4) YEARS from START DATE, through the END DATE. The Contract may be renewed for THREE (3) OPTIONAL TWO (2) YEAR RENEWAL periods through amendments between the Vendor and Delaware.”

The term noted on page 17 (V.C.1 of the RFP document) states the term, i.e. "The term of the contract between the successful bidder and the State shall be for one (1) year with the option of four (4) one-year renewals."

Pages 54 to 90 is a placeholder/template/example of the Professional Service Agreement, Business Associate Agreement and DTI Terms and Conditions that will be used to finalize your contract if awarded.

19.Page 3 section III A1., lists a Delaware License as one of the requirements. There is no license required for ERS services. Would an IRS letter or Articles of Incorporation be sufficient to submit here?

The awarded vendor must provide a Delaware Business License and a Certificate of Insurance to complete the contracting process and to begin services.

There is no professional license required for ERS services.

5. Technical & Integration Questions

20. Will the State require ERS devices to work across all carriers, or is single-carrier statewide coverage acceptable? Single coverage is acceptable, however this may limit future service referrals.

21. Does DHSS expect support for emergency network prioritization (e.g., WPS or First Responder priority access) for ERS cellular connections? No.

22. Are there specific technical standards or certifications required for ERS devices (LTE-M, 5G, UL listings, HIPAA compliance, etc.)? No.

23. What level of integration with WellSky is required — direct API/data feed from devices or just vendor-generated reports? No API required as vendors will have their own log in to record services delivered.

24. Does DHSS require backup communication methods (dual SIM, Wi-Fi fallback, battery backup) to ensure 24/7 ERS reliability? It would be expected that the technology offered has a battery backup option.

25. For cellular-connected ERS devices, are there encryption or data handling requirements beyond HIPAA (e.g., FIPS 140-2, NIST)? No.

26. Are there data/analytics reporting requirements other than connecting to WellSky? The ERS vendor is not connecting to WellSky. The vendor is provided the PHI information via a secured log in to WellSky.

27. WellSky (Assume is State data solution) capable to connect to our solution open API or other mechanism? WellSky is an application that is purchased by the state for case management tracking. We have the ability to use SFPT sites and CSV file uploads, but the vendor will still need to access WellSky to obtain the PHI and daily case updates.

6. Monitoring, Form Factor & Support

28. Fall prevention solution via cellular, required to monitor:

• Entire house? Yes.

• Primary bedroom only? No, the expectation is entire hours and nearby areas.

• All bedrooms? Yes.

29. ERS push button form factor:

• Pendant/Lanyard around neck? Providers can submit the various options offered within their Request For Bid (RFP).

• Lapel? See previous answer.

• Any predetermined form factor requirements? No.

30. Any cloud versus on prem limitations? No.

31. Is response agency state based in central monitoring location or with satellite locations?

Either option is viable. Bidders are encouraged to specify their planned service offering.

32. Are there language or translation needs to consider or handled by the state internally?

This will be handled by state personnel.