Method_of_Approach_Updated.pdf

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

Solicitation Instructions Part 2

SECTION 2-D: Offer Forms, Attachment 3-A

A v a i l a b l e o n l i n e a t : A P P . A Z . g o v

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.

OFFER MAY 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:

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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:

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Question 3: Describe your process for communication with the State specific to contract administration, including but not limited to, personnel changes, updated agency information, VPR related issues and general communications. Identify any key roles or points of contact.

Offeror Response:

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See page 2

See page 3 and 4

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

Solicitation Instructions Part 2

SECTION 2-D: Offer Forms, Attachment 3-A

A v a i l a b l e o n l i n e a t : A P P . A Z . g o v

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:

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End of Attachment 3-A Question 1:

Altra LLC maintains a low 15% turnover rate, primarily due to seasonal contracts. With multiple staffers and recruiters, we continuously hire qualified visitation supervisors within an average of 1–2 weeks using online postings, job fairs, and referrals.

We offer competitive pay, flexible scheduling, ongoing training, and professional development to reduce turnover. Regular staff check-ins and performance incentives help maintain engagement.

We ensure an active candidate pipeline, cross-trained staff, and a dedicated team of staffing coordinators to quickly fill vacancies and meet contract demands.

Our proactive approach ensures consistent, high-quality supervised visitation services.

Question 2:

Altra LLC uses paper charting for visit documentation, ensuring detailed, accurate records of interactions, progress, and any concerns. Staff complete standardized forms after each visit, which are reviewed by coordinators for accuracy. Case progress is tracked manually, and new referrals are processed and assigned within 24–48 hours for timely scheduling.

We ensure weekly status updates, 24-hour incident reporting, and direct coordination with ADCS and involved parties. A team of dedicated staffing coordinators manage communication, ensuring efficient scheduling and case oversight.

Our structured approach guarantees accurate documentation, clear communication, and compliance with contract requirements.

Question 3:

Altra LLC ensures timely communication with the State on personnel changes, agency updates, VPR issues, and general inquiries.

3 Full-Time Staffing Coordinators (Weekdays) – Manage daily operations and compliance.

Cross-Trained Office Staff – Provide backup for seamless staffing.

24/7 On-Call Staffing Coordinator – Handles after-hours, weekends, and holidays.

Immediate updates on personnel/agency changes via formal notifications.

Prompt resolution of VPR issues through direct State communication.

Regular reports & check-ins to maintain transparency and compliance.

This ensures efficient contract management and continuous collaboration with the State.

Question 4:

Ensuring Service Delivery & Quality Assurance

Altra LLC ensures service practices align with best practices through weekly case reviews, random audits, and peer evaluations.

Monthly performance evaluations and staff feedback further maintain service quality.

We ensure all staff complete mandatory annual training and quarterly workshops on topics like child safety and de-escalation.

Training needs are identified through staff feedback and regulation updates.

We promote healthy interactions with positive reinforcement and guidance on setting boundaries. Staff are trained in de-escalation techniques like active listening and calm communication to handle challenges.

Vehicles are inspected and meet insurance standards, with drivers vetted through background checks. Protocols ensure seat belt usage and law adherence for safe transportation.

This approach ensures quality service, staff development, positive interactions, and safety in all visits and transport.

Question 2 Revised Response:

Altra LLC ensures accurate, timely documentation through a dual-system approach using both paper charting and our online platform, Stafferlink. Supervisors complete standardized forms after each visit, capturing activities, parent engagement, mental orientation, and physical appearance. Case communication notes and timesheets are submitted immediately post-visit and serve as both progress records and timecards. Any missing notes are flagged by payroll to ensure no visits are missed or undocumented. To ensure compliance and to ensure visits have been completed and documented accurately, progress notes are used as the supervisor’s timesheet.

Documentation is stored in physical files in the office within a locked room and filing cabinet as well as digitally in Stafferlink, which manages visit schedules, billing, case notes, supervisor qualifications, and compliance records. Stafferlink also enables electronic distribution of notes and billing for efficient, accurate reporting. Only staff members involved with the case management will have access to said files in Stafferlink, protecting client confidentiality.

Progress notes are submitted via email to ADCS as soon as they are received by our agency—typically within 24–48 hours.

New referrals are processed and acknowledged within 24–48 hours via email to ensure prompt assignment. Weekly case updates and 24-hour incident reporting are standard via email.

Staffers will be in contact with ADCS after every visit, no-show, or no contact, using phone or email to provide timely updates. Once progress notes are received, they are submitted to ADCS via email without delay. Dedicated staffing coordinators manage all communications with ADCS and the involved parties to coordinate visits, share updates, and address concerns via email —ensuring consistent service delivery and full contract compliance.

Question 3 Revised Response:

Altra LLC maintains a structured, responsive communication process with the State to ensure effective contract administration. This includes timely updates related to personnel changes, agency information, VPR-related issues, and general inquiries. Our approach is rooted in transparency, accountability, and proactive engagement.

Key Roles and Responsibilities:

Stephanie Turner – Account Manager: Primary point of contact for parent communication and coordination of visitation schedules with our staffing team. Stephanie ensures that visit logistics are managed efficiently and ADCS as well as parents are kept informed. Stephanie also leads onboarding efforts for additional support staff to ensure scalability and referral growth.

Taylor Silerio – Scheduling Oversight: Oversees the visitation process and supports Stephanie with scheduling and coordination efforts. Taylor helps ensure staff coverage and visit timeliness. Taylor also leads onboarding efforts for additional support staff to ensure scalability and referral growth.

Renee Wright – Payroll & Accounts Receivable: Responsible for maintaining accurate records in the Stafferlink portal, ensuring progress notes are submitted to ADCS as they are received, and monitoring for missing or incomplete notes. Renee Wright will be responsible for submitting progress notes to ADCS.

Hannah Neville – Compliance Director: Reviews and audits all progress notes for completeness and accuracy as they are submitted, ensuring alignment with State standards and contract requirements.

Hailey Nezzie – Director of Human Resources: Manages credential and certification verification for all staff, ensures up-to-date personnel files (digital and physical), and tracks compliance documentation.

Rachel Palma – On-Call Coordinator: Manages all communications and staffing needs outside of standard office hours, including evenings, weekends, and holidays. Rachel is the designated contact for urgent or emergency situations requiring immediate attention outside of regular hours.

Cheri Johnson – President: Provides executive oversight of all agency operations, including visit scheduling and overall staff management. Cheri also leads onboarding efforts for additional support staff to ensure scalability and referral growth.

Communication with the State:

Personnel and Agency Updates: All personnel changes, agency updates, or administrative modifications are formally communicated to the State in writing immediately upon implementation. This will be the responsibility of Hailey Nezzie and she will communicate any updates directly to ADCS promptly via email.

VPR-Related Issues: Any concerns related to the Vendor Performance Report (VPR) are addressed promptly and directly with State representatives. Our team ensures swift investigation and resolution of any flagged issues. VPR related issues will be addressed by the executives Taylor Silerio VP and Cheri Johnson President.

Documentation and Compliance: Progress notes are audited, uploaded to Stafferlink, and submitted to ADCS within 24–48 hours of visit completion. Stafferlink serves as a central platform for tracking documentation, staff qualifications, compliance documents, and case progress.

General Communications: Our three full-time weekday staffing coordinators handle daily operations and maintain consistent contact with the State. They are supported by cross-trained office staff and a 24/7 on-call coordinator to ensure uninterrupted communication. Staffers including on-call are all salaried employees and understand that emergencies may arise outside of normal business hours, therefore are available in case of emergency.