rfp-2027-dcyf-02-roadm-app-a.pdf

New Hampshire Department of Health and Human Services Roadmap to Reunification

Appendix A – Scope of Services

RFP-2027-DCYF-02-ROADM Contractor Initials __________

v. 1.0 Page 1 of 24 Date __________

Scope of Services

1. Statement of Work

1.1. The Contractor must provide Roadmap to Reunification services to families who have children or youth, for whom the Department is legally responsible, residing in foster or relative caregiver settings, participating in the Hope Program or considered “high need” cases which require clinical services.

1.2. The Contractor must ensure services are available Statewide.

1.3. For the purposes of this Agreement, all references to business hours mean Monday through Friday from 8:30 AM to 4:30 PM, excluding state and federal holidays, with the exception of Comfort Calls, which shall be provided on a twenty-four (24) hour basis, when placements occur on weekends and holidays.

1.4. The Contractor must ensure Roadmap to Reunification Facilitation Specialists (“Roadmap Specialist”) are available forty (40) hours per week with the flexibility to provide services during non-business hours.

1.5. The Contractor must create forms in collaboration with the Department and utilize any tools provided by the Department for delivery of services to ensure compliance with:

1.5.1. The Department’s Division for Children Youth and Families (DCYF) policies and procedures;

1.5.2. State laws; and

1.5.3. Federal regulations.

1.6. The Contractor must ensure services specified in the Scope of Work are implemented to full capacity and available no later than thirty (30) days from the effective date of the resulting Agreement.

1.7. Referrals:

1.7.1. Upon receipt of placement information provided by DCYF as a means of referral, the Contractor must:

1.7.1.1. Contact the referral source within twenty-four (24) hours of processing a referral to clarify any and ask any questions regarding the referral;

1.7.1.2. Contact the family and explain the program, as well as the potential benefits of engaging in the program in regard to expedited reunification with their children;

1.7.1.3. Gather information related to the situational dynamics related to the case; and

1.7.1.4. The Contractor must ensure that parents and relative

v. 1.0 Page 2 of 24 Date __________ caregivers are referred to the Strength to Succeed program within twenty-four (24) hours of receiving the DCYF referral.

1.7.2. The Contractor must collaborate and discuss with the CPSW and/or Service Array Specialist for the applicable District Office, and the assigned Caregiver Coordinator, to determine the best services and support for the family and what referrals have been made, to support the reunification process, prior to the Ice Breaker meeting.

1.8. Comfort Calls

1.8.1. The Contractor must provide a Comfort Call within twenty-four (24) hours of receiving the referral from DCYF. The Roadmap Specialist will facilitate a Comfort Call between the caregiver, parent(s), and children. This is a short call which serves as an introduction and a relationship-building opportunity in advance of the Ice Breaker Meeting.

1.8.2. The Contractor must provide on-call coverage for Comfort Calls on Fridays, Saturdays, and Holidays. For any placements occurring on a Sunday, the Contractor must complete the Comfort Call on the following Monday;

1.9. Ice Breaker Meeting:

1.9.1. The Contractor must create a forum for family engagement with a child’s caregiver(s), known as an Ice Breaker Meeting, ensuring the initial encounter between parties occurs no later than ten (10) days after the removal of a child from the family home. The Ice Breaker Meeting will be held in-person whenever possible.

1.9.2. The Contractor must facilitate the Ice Breaker Meeting by:

1.9.2.1. Working with the birth parents to build skills, working to remove the judgment and shame parents may feel after children are removed from their care, educating the parents on the goal of reunification and the support that all parties are providing to assist the parents with reunification;

1.9.2.2. Using Motivational Interviewing techniques to identify parents’ motivations and goals and encourage receptivity and agreement;

1.9.2.3. Building the relationship between caretakers and birth parents, as well as between all team members involved in reunification;

1.9.2.4. Help the birth parents, and all team members, to identify

v. 1.0 Page 3 of 24 Date __________ and overcome natural fears through a shared understanding and perspective gained through the Ice Breaker process;

1.9.2.5. Engage families and team members in conversation

regarding parenting time and how to increase parenting time. The Contractor must ensure that the Roadmap Specialist makes recommendations regarding incremental increases in parenting time, documents completed tasks and progress in the NH DHHS Bridges case management system within 5 business days, and provides this information in meetings;

1.9.2.6. Discuss changes that need to occur, or already have

occurred, to achieve reunification;

1.9.2.7. Assist the CPSW in facilitating conversations to identify relatives who may support the reunification process and ensure this information is accurately captured in the Child Information Sheet.

1.9.2.8. Discuss the family’s understanding of the basis of

removal;

1.9.2.9. Develop three (3) manageable tasks for the family to achieve prior to the next scheduled meeting in order to advance the reunification process.

1.9.3. The Contractor must schedule the Ice Breaker meeting collaborating with the Child Protection Service Workers (CPSWs) and the caregiver schedules. The Contractor must:

1.9.3.1. Ensure Ice Breaker meeting invitations do not contain personally identifiable information (PII) or protected health information (PHI), and

1.9.4. The Contractor must contact placement providers and birth parents, via telephone, email, or text to:

1.9.4.1. Explain the purpose of the Ice Breaker meeting;

1.9.4.2. Identify attendees to each participant; and

1.9.4.3. Schedule the Ice Breaker meeting.

1.9.5. The Contractor must train providers on the Ice Breaker Model to ensure program efficacy. The Contractor must:

1.9.5.1. Work with all identified team members to actively prepare for Ice Breaker Meetings to ensure the initial meeting occurs within ten (10) days of removal.

v. 1.0 Page 4 of 24 Date __________

1.9.5.2. Ensure that referrals for family needed services are in process.

1.9.5.3. Assist identified caregivers with understanding struggles the birth parents encountered that may have contributed to the child(ren)’s removal from the home in order to identify and eliminate potential biases that caregivers may have.

1.9.5.4. Collaborate with the Caregiver Coordinator and Strength to Succeed Point of Contact to support foster homes and relative caregivers. Roadmap Specialists will work with both foster and birth families to ensure a strong compassionate, co-parenting relationship. This will include sharing best practices of past parenting successes and facilitating regular communication to ensure birth parents are included in the day-to-day lives of their children as appropriate.

1.10. Follow Up Contact and Meetings

1.10.1. The Contractor must ensure children in out-of-home placement and their families have regular reviews to encourage family progress in safety, permanency and wellbeing.

1.10.2. Purpose of the follow up contact and meetings:

1.10.2.1. Continue building upon the relationship between

caretakers and birth parents;

1.10.2.2. Assist birth parents and caregivers with identifying barriers to successfully completing the three (3) manageable tasks identified at the Ice Breaker Meeting and/or follow up meeting;

1.10.2.3. Work with birth parents and caregivers to reduce the identified barriers to success;

1.10.2.4. Engage families in conversation regarding successes with, and challenges to, increasing parenting time;

1.10.2.5. Discuss positive changes that have occurred since the Ice Breaker Meeting; and

1.10.2.6. Discuss changes that need to occur to be reunited as a family.

1.10.3. The Contractor must schedule and facilitate weekly or bi-weekly face-to-face meetings for the first three (3) months and weekly meetings for the fourth month, with all team members to ensure the family has the needed resources in place to address case plan goals.

v. 1.0 Page 5 of 24 Date __________

1.10.3.1. The Contractor must contact the birth parents and

caregivers by telephone no later than one (1) week from the date of the Ice Breaker Meeting to follow up on the status of the three (3) manageable tasks identified at the Ice Breaker Meeting;

1.10.3.2. The frequency of the face-to-face meetings in the first three (3) months (either weekly or bi-weekly) will be determined by the Contractor, in consultation with the team members, and will be based on the family’s needs.

1.10.3.3. The Contractor must collaborate with the family, DCYF and the caregiver to determine where the face-to-face meetings will occur. Meetings can occur at the parents’ home, the caregiver home, within the community, at the court, or at the DCYF field office.

1.10.3.4. If face-to-face meetings are occurring bi-weekly, the Contractor must initiate a check-in with the family on the alternate weeks either through a virtual meeting, phone call, or text. Virtual meetings must be conducted using the Department’s HIPAA compliant platform or State issued MS Teams or its own HIPAA compliant Zoom platform.

PHI and/or PII must not be solicited nor left on voicemail and/or emailed or texted.

1.10.4. At the six (6) week mark the Roadmap Specialist must review the effectiveness of the services being provided to the family. If additional services are recommended, the Roadmap Specialist must contact the Service Array Specialist assigned to that office.

1.11. Additional information regarding the Ice Breaker Meeting and the follow-up contact and meetings:

1.11.1. The Contractor must place telephone calls to birth parents ahead of previously scheduled appointments to determine any necessary precaution levels, including, but not limited to the possible need to meet in a public location.

1.11.2. The Contractor must ensure that all meetings are attended by at least one (1) DCYF staff member to avoid cancellations.

1.11.3. The Contractor must ensure a cell phone is carried at all times during their work day by Contractor staff in order to have the ability to call for help, should the need arise.

1.11.4. The Contractor must ensure flexible meeting times for families, including early morning and evenings. The Contractor must:

1.11.4.1. Review each family’s schedule with the family to find

v. 1.0 Page 6 of 24 Date __________ appointment times that work for all parties;

1.11.4.2. Provide back-up staff in the event of an unforeseen necessity to reschedule appointments;

1.11.4.3. Place reminder calls of upcoming appointments and

meetings to ensure meeting preparation and attendance.

1.11.5. At the Ice Breaker Meeting and all follow up meetings the Contractor must develop three (3) manageable tasks for the family to achieve prior to the next scheduled meeting to advance the reunification process. The Contractor must:

1.11.5.1. Ensure tasks are achievable; and put a due date on each task;

1.11.5.2. Ensure steps to completing tasks are identified;

1.11.5.3. Ensure completed steps motivate parents to accomplish the next step to ensure identified tasks are achieved prior to the next scheduled meeting and that Roadmap Specialists will support parents in achieving tasks; and

1.11.5.4. Ask the parents to come to the next meeting prepared to reflect upon one (1) thing they have learned in parenting time to be discussed to demonstrate behavior change to the team.

1.11.6. On-Going Supports

1.11.6.1. The Contractor must continue to explore relatives and natural supports who can provide ongoing support to the children, youth, and families while engaged in Roadmap to Reunification services. This must be done through discussions with the family regarding their supports and breaking down potential barriers with the family.

1.11.6.2. The Contractor must provide in-depth explanations of all services available, arrange provider meetings with potential resources, and have a judgment-free conversation regarding the level of services the family can manage based on their unique stressors and time commitments

1.12. The Contractor must provide services for up to four (4) months, after which the Contractor must prepare the family for discharge from the Roadmap program prior to the last meeting. The Contractor must still attend the DCYF six (6) month Permanency Planning Team meeting and provide an overview of the work completed with the family towards reunification. The Contractor must also ensure CPSW consultation is available if any issues should arise after

v. 1.0 Page 7 of 24 Date __________ discharge.

1.12.1. During this period the family should be engaged in their services.

1.12.2. If a family is not engaged in the program, the Contractor must make at least weekly attempts (can be through calls, texts, meeting at court hearings, or other means) to engage them. These attempts must be made for two (2) months. If the family does not engage by the two-month mark, they will be discharged. Should the family begin engaging with the CPSW, the CPSW can re-refer the family to the Roadmap to Reunification program at that time.

1.13. Collaboration and Management of Services

1.13.1. The Contractor must collaborate with the Department and case-specific multi-disciplinary teams to assess case status, identify potential resources, and develop strategies for meeting children’s needs. The Contractor must:

1.13.1.1. Conduct performance analysis on meeting procedures

and case progress in accordance with Roadmap to Reunification policies to ensure universal compliance and consultation with DCYF staff;

1.13.1.2. Review and evaluate case progress to ensure that the Roadmap program complies with the DCYF Permanency Policy;

1.13.1.3. Consult with DCYF staff to improve case progress and support to remove the barriers to reunification;

1.13.1.4. Assist with empowering families in decision-making

immediately following the removal of their child(ren) in order to strengthen relationships and provide a greater understanding of the DCYF system; and

1.13.1.5. Ensure collaboration of the Strength to Succeed parent-partner located in their assigned District Office.

1.13.2. The Contractor must ensure each roadmap specialist receives a cellphone with appropriate service coverage and security and privacy safeguards in compliance with the Department’s Information Security Requirements Exhibit E.

1.13.2.1. The Contractor must ensure that agency-issued phones meet information security and privacy requirements per the Information Security Requirements Exhibit E;

1.13.2.2. The Department must facilitate access via the program’s point of contact for this effort and in accordance with Department and NH DoIT policies, standards, and

v. 1.0 Page 8 of 24 Date __________ procedures;

1.13.2.3. The Contractor must review and explain this Agreement and Exhibit E Information Security Requirements with its workforce prior to assignment with the Department.

1.13.2.4. The Contractor must ensure that each outreach worker, professional or paraprofessional, and supervisor, checks and/or answers the agency-issued cell phone that is assigned to them every day the agency is open until 6:00

PM.

1.13.3. The Contractor agrees that access to the Department’s Bridges case management system will only be permitted via State-provided laptops.

1.13.4. The Contractor must ensure that each Roadmap Facilitator is assigned a Department encrypted affiliate exchange email account for ease of communication and to support the need for the Roadmap Facilitator to have access to the Department’s District Office workers’ Department Outlook calendar. The aforementioned calendar access is a required business need identified by the program to enable seamless and effective implementation of this support service.

1.13.5. The Contractor must execute quality assurance processes to ensure timely and effective team coordination between birth parents, caregivers, the Division, and case-specific multi-disciplinary teams.

The Contractor must:

1.13.5.1. Provide corrective feedback to Contractor Workforce, as needed;

1.13.5.2. Conduct a utilization review of services being provided to the birth parents to ensure active service delivery from the multi-disciplinary team;

1.13.5.3. Ensure a review of all Department documentation and reports prior to the scheduled Icebreaker meeting, or sooner if needed, to ensure the facilitator is current on case specifics and the Department’s position; and

1.13.5.4. Share information relative to all scheduled and

rescheduled meetings in advance of the meeting both verbally and in writing to ensure active participation from all members of the team.

1.13.6. The Contractor must maintain and provide a monthly Roadmap to Reunification schedule of meetings to the Department via hardcopy printout or a working electronic calendar. Calendars shall not contain PHI or PII.

v. 1.0 Page 9 of 24 Date __________

1.13.7. The Contractor must review reports in consultation with DCYF supervisors, CPSWs, and Juvenile Probation and Parole Officers (JPPOs) to verify:

1.13.7.1. Department staff have scheduled Roadmap to

Reunification Meetings entered into their schedules/electronic calendars; and

1.13.7.2. Written Notices of Roadmap to Reunification Meetings have been sent to parents, age-appropriate children, youth, and other required individuals.

1.13.8. The Contractor must initiate actions to reschedule any missed Roadmap to Reunification meetings, in consultation with DCYF supervisors, CPSWs, and JPPOs.

1.13.9. The Contractor must ensure that only Roadmap to Reunification Specialists can cancel and reschedule Roadmap Meetings.

1.13.10. The Contractor must ensure the following objectives are achieved to facilitate effective teamwork with CPSWs and JPPOs, including but not limited to:

1.13.10.1. Processing referrals within twenty-four (24) hours of receipt;

1.13.10.2. Provide Comfort Call within twenty-four (24) hours of placement;

1.13.10.3. Ensuring feedback and information adheres to the goals and objectives established at the beginning of the collaborative relationship (time of referral); and

1.13.10.4. Ensuring both the family and DCYF representative shall be contacted within twenty-four (24) hours of processing to discuss the reasons for the referral and gather information related to the situational dynamics related to the case.

1.13.11. The Contractor must utilize strategies to achieve conflict resolution that include but are not limited to:

1.13.11.1. Identifying the type of conflict being presented; and.

1.13.11.2. Utilizing conflict resolution styles that are conducive to the type of identified conflict presented.

1.14. Administrative Duties

1.14.1. All Departmental hard copy documents will be provided to central scanning for electronic entry to a departmentally supplied storage location and physical destruction of originals.

v. 1.0 Page 10 of 24 Date __________

1.14.1.1. Entering case-specific information into the Department’s Bridges case management system within five (5) business days of the review, including but not limited to:

1.14.1.1.1. Permanency Planning information;

1.14.1.1.2. Case contact notes, and all notes from

check-ins, meetings, conversations, texts, emails and phone calls with parents, caregivers and service providers; and

1.14.1.1.3. Details and notes from all Ice Breaker

and biweekly meetings follow-up meetings, specifically entered into the Department’s Bridges Case Review screen, in addition to them being entered into the Department’s Bridges Case Contact notes field.

1.14.2. Roadmap Specialists must complete the Case Transfer Form to be submitted via encrypted email and hardcopy at the six (6) month Permanency Planning Team meeting. The Contractor must ensure:

1.14.2.1. The “Roadmap to Reunification Survey” is offered at the conclusion of every case so findings may be used to improve the Roadmap to Reunification process and outcomes. This survey must not contain PHI or PII.

1.14.3. Prior to discharge at the four (4) month meeting, the Roadmap Specialist must connect with the assigned CPSW, JPPO and DCYF Service Array Specialist, and care giver coordinator identified for the specific District Office to provide recommendations for services to support ongoing reunification efforts. The contractor must facilitate discussion of these recommendations at the final meeting. The Contractor must attend DCYF staff meetings in District Offices, as appropriate, and present information on topics that may include, but are not limited to:

1.14.3.1. Local resources;

1.14.3.2. Co-parenting techniques, and

1.14.3.3. Engagement strategies with reluctant parents.

1.14.4. The Contractor must participate in DCYF case meetings that may include, but are not limited to:

1.14.4.1. Permanency Planning Team meetings; and

1.14.4.2. Case Transfer meetings.

v. 1.0 Page 11 of 24 Date __________

1.14.5. The Contractor must review cases for children and/or youth who have been at residential/congregate care, Sununu Youth Services Center (SYSC) or in shelter care and then discharged to foster or relative placement, in order to:

1.14.5.1. Provide services to the families no later than ten (10) days from the date the child or youth is discharged to foster or relative placement; and.

1.14.5.2. Ensure the full array of services identified herein are available to families and children/youth upon discharge from residential/congregate care, SYSC, or shelter care.

1.14.6. The Contractor must ensure its workforce members complete and submit:

1.14.6.1. All required documentation on appropriate forms supplied by the Department for each individual involved in each case; and

1.14.6.2. Confirmation that all contact notes have been entered into the Department’s Bridges for all types of contact with a family or provider, including but not limited to:

1.14.6.2.1. Texts;

1.14.6.2.2. Email;

1.14.6.2.3. Telephone calls; and

1.14.6.2.4. Virtual Zoom / MS Teams and in-

person meetings (as identified herein).

1.15. Staffing

1.15.1. The Contractor must ensure a minimum of nine (9) full-time Roadmap to Reunification (R2R) specialists; three (3) full-time R2R Master’s level clinicians; one (1) full-time R2R supervisor and one (1) full-time R2R assistant supervisor are allotted at forty (40) hours per week for each position. The Contractor must work with the Department to arrange for additional staff and Department-issued laptops if needed and must work with the Department if additional workforce staff require access to the Department’s network or system(s).

1.15.1.1. A “Master’s level clinician,” must have a Master’s degree in counselling, psychology, special education or related human services field; with a minimum of one (1) year of experience working with children, youth and families in a home or community based setting (this experience is highly desirable, but not required); and experience working with children diagnosed with behavioral-

v. 1.0 Page 12 of 24 Date __________ emotional disorders (this experience is preferred, but not required).

1.15.1.2. The R2R supervisor must be dedicated solely to the R2R services.

1.15.1.3. The R2R clinicians must be dedicated to providing

intensive and comprehensive holistic wraparound facilitation services in “high need” cases to children in acute hospital care settings or in residential care settings and are in need of additional supports and services in order to achieve reunification or placement in a less restrictive and/or community-based home environment.

Wraparound services include but are not limited to individual contact with all R2R team members to build rapport and strengthen relationships, gain individual perspectives on goals, and identify barriers in reaching defined goals. The R2R clinicians must provide a strength-based approach with families and team members while gathering qualitative data, providing motivational interviewing, systematic level assessment and making clinical recommendations for supports and services.

1.15.1.4. Roadmap to Reunification services for the Hope Program means the Contractor must provide engagement and wraparound facilitation services for youth ages 18-21 who are enrolled in high school or a high school equivalency program; in college, or a vocational program six (6) or more hours per semester; employed eighty (80) hours per month; or participating in a program designed to promote employment. Participants in the Hope Program must continue to receive case management and other supportive services through the Department.

1.15.2. The Contractor must ensure on-call availability of the supervisor who must provide weekly supervision of each staff member, monitor NH Bridges documentation, and support training of the Roadmap to Reunification staff.

1.15.3. The Contractor must ensure all staff have the required experience and knowledge including but not limited to:

1.15.3.1. Minimum of two (2) years of experience in identifying barriers and resources to reunification with families;

1.15.3.2. Have demonstrated knowledge of the needs of children and families in the child welfare system;

v. 1.0 Page 13 of 24 Date __________

1.15.3.3. Valid driver’s license and/or access to reliable

transportation with liability insurance coverage as required by state laws for travel, statewide; and

1.15.3.4. Attend additional training to meet core competency

standards for providing reunification services within one

(1) year of the contract effective date.

1.15.4. The Contractor must promote and maintain an awareness of the importance of securing the State's information among the Contractor's employees, subcontractors and volunteers. Contractor workforce shall not be permitted to handle, access, view, store or discuss Confidential Data until an attestation is received by the Contractor that all Contractor workforce associated with fulfilling the obligations of this Contract are, based on Department provided criteria herein and their job responsibility requirements, eligible to participate in work associated with this Agreement.

1.16. The Contractor must participate in meetings with the Department on a monthly basis, or as otherwise requested by the Department.

1.17. The Contractor may be required to participate in on-site reviews conducted by the Department on a monthly basis, or as otherwise requested by the Department.

1.18. Reporting

1.18.1. The Contractor must provide a monthly report that indicates the number of Ice Breaker Meetings completed in the previous thirty (30) days.

1.18.1.1. The Contractor must submit monthly reports which include Family demographics for reach case, which includes, but is not limited to:

1.18.1.1.1. Whether the family is together or separated;

1.18.1.1.2. Ages of youth;

1.18.1.1.3. Date of removal;

1.18.1.1.4. Dates of meetings;

1.18.1.1.5. Type of placement, whether relative or foster

home.

1.18.1.1.6. Supports in reunification;

1.18.1.1.7. Parental time; and

1.18.1.1.8. Level of engagement in icebreakers.

1.18.2. The Contractor must provide key data in a format and at a frequency

v. 1.0 Page 14 of 24 Date __________ specified by the Department for the following performance measures:

1.18.2.1. Eighty percent (80%) of all referred cases must have a Comfort Call, or at least a Comfort Call attempt, within twenty-four (24) hours of placement;

1.18.2.2. Eighty percent (80%) of all case reviews for children/youth entering an out-of-home placement, must be held within ten

(10) calendar days of the children/youth entering an out-of-home placement or a referral being made;

1.18.2.3. Eighty percent (80%) of all reviews for youth who have been at SYSC or in shelter care and then discharged to a placement, must be held no later than thirty (30) calendar days from the date of discharge; and

1.18.2.4. Eighty percent (80%) of all meetings must occur within four

(4) months of the child/youth entering out-of-home placement.

1.18.2.5. Ninety percent (90%) of all cases must reflect an increase in parenting time within the four (4) month period.

1.18.3. The Contractor must actively and regularly collaborate with the Department to enhance contract management, improve results, and adjust program delivery and policy based on successful outcomes.

1.18.4. The Contractor may be required to provide other key data and metrics to the Department in a format specified by the Department.

1.19. Background Checks

1.19.1. Prior to permitting any individual to provide services under this Agreement, the Contractor must ensure that said individual has undergone:

1.19.1.1. The Contractor must obtain, at their expense, a Criminal Background Check for all staff, including subcontractors and volunteers, providing direct services to client under the Agreement. The Contractor shall ensure staff have no convictions for the following crimes:

1.19.1.1.1. A felony for child abuse or neglect, spousal

abuse, and any crime against children or adults, including but not limited to: child pornography, rape, sexual assault, or homicide;

1.19.1.1.2. A violent or sexually related crime against a

child or adult, or a crime which may indicate a person might be reasonably expected to pose a threat to a child or adult; and

v. 1.0 Page 15 of 24 Date __________

1.19.1.1.3. A felony for physical assault, battery, or a drug-related offense committed within the past five

(5) years in accordance with 42 USC 671 (a)(20)(A)(ii).

1.19.1.2. A name search of the Department’s Bureau of Adult and Aging Services (BAAS) State Registry, pursuant to RSA 161-F:49, with results indicating no evidence of behavior that could endanger individuals served under this Agreement; and

1.19.1.3. A name search of the Department’s Division for Children, Youth and Families (DCYF) Central Registry pursuant to RSA 169- C:35, with results indicating no evidence of behavior that could endanger individuals served under this Agreement.

1.20. Confidential Data

1.20.1. The Contractor must meet all information security and privacy requirements as set by the Department and in accordance with the Department’s Information Security Requirements Exhibit as referenced below.

1.20.2. The Contractor must ensure any individuals involved in delivering services through this Agreement contract sign an attestation agreeing to access, view, store, and discuss Confidential Data in accordance with federal and state laws and regulations and the Department’s Information Security Requirements Exhibit. The Contractor must ensure said individuals have a justifiable business need to access confidential data. The Contractor must provide attestations upon Department request.

1.21. Privacy Impact Assessment

1.21.1. Upon request, the Contractor must allow and assist the Department in conducting a Privacy Impact Assessment (PIA) of its system(s)/application(s)/web portal(s)/website(s) or Department system(s)/application(s)/web portal(s)/website(s) hosted by the Contractor, if Personally Identifiable Information (PII) is collected, used, accessed, shared, or stored. To conduct the PIA the Contractor must provide the Department access to applicable systems and documentation sufficient to allow the Department to assess, at minimum, the following:

1.21.1.1. How PII is gathered and stored;

1.21.1.2. Who will have access to PII;

1.21.1.3. How PII will be used in the system;

1.21.1.4. How individual consent will be achieved and revoked;

and

v. 1.0 Page 16 of 24 Date __________

1.21.1.5. Privacy practices.

1.21.2. The Department may conduct follow-up PIAs in the event there are either significant process changes or new technologies impacting the collection, processing or storage of PII.

1.22. Department Owned Devices, Systems and Network Usage

1.22.1. The Department shall provide Contractor with fourteen (14) laptop computers, subject to change as determined by the Department, for Contractor workforce while conducting State business associated with this Agreement.

1.22.2. The Contractor agrees to the following terms regarding the ownership and Contractor workforce use of Department owned laptops:

1.22.2.1. Workforce use of laptops is a non-transferable right.

1.22.2.2. The Contractor and DHHS Point of Contact (POC) shall maintain and manage an asset inventory which shall track all Department assets (software and hardware) assigned to the Contractor’s workforce.

1.22.2.3. The Contractor must follow the Security Incident

Reporting process identified in Exhibit E if a laptop is damaged, lost or stolen.

1.22.2.4. The Contractor agrees that applications loaded onto the laptops will be restricted to those related to performing work relative to this Agreement, as approved by the Department’s Information Security Office, and a Security Risk Assessment will be performed for cloud-based solutions.

1.22.2.5. The Contractor acknowledges responsibility for

maintaining security standards including, but not limited to, antivirus software, patching and software updates for the assigned laptops.

1.22.2.6. The Contractor acknowledges it will work with the

Department’s POC to receive laptop technical support.

1.22.2.7. The Contractor must ensure that all fourteen (14) laptops are returned to the Department with an Asset inventory, within thirty (30) business days of the contract completion date. Prior to the return of the laptops, the Contractor shall work with the Department’s point of contact to reconcile the laptop inventory list.

1.22.3. If Contractor End Users, defined in the Department’s Information Security Requirements Exhibit that is incorporated into this

v. 1.0 Page 17 of 24 Date __________

Agreement, are authorized by the Department’s Information Security Office to use a Department issued device (e.g. computer, tablet, mobile telephone) or access the Department network in the fulfilment of this Agreement, each End User must:

1.22.3.1. Sign and abide by applicable Department and New

Hampshire Department of Information Technology (NH DoIT) use agreements, policies, standards, procedures and guidelines, and complete applicable trainings as required;

1.22.3.2. Use the information that they have permission to access solely for conducting official Department business and agree that all other use or access is strictly forbidden including, but not limited, to personal or other private and non-Department use, and that at no time shall they access or attempt to access information without having the express authority of the Department to do so;

1.22.3.3. Not access or attempt to access information in a manner inconsistent with the approved policies, procedures, and/or agreement relating to system entry/access;

1.22.3.4. Not copy, share, distribute, sub-license, modify, reverse engineer, rent, or sell software licensed, developed, or being evaluated by the Department, and at all times must use utmost care to protect and keep such software strictly confidential in accordance with the license or any other agreement executed by the Department;

1.22.3.5. Only use equipment, software, or subscription(s)

authorized by the Department’s Information Security Office or designee;

1.22.3.6. Not install non-standard software on any Department equipment unless authorized by the Department’s Information Security Office or designee;

1.22.3.7. Agree that email and other electronic communication messages created, sent, and received on a Department-issued email system are the property of the Department of New Hampshire and to be used for business purposes only. Email is defined as “internal email systems” or “Department-funded email systems.”

1.22.3.8. Agree that use of email must follow Department and NH DoIT policies, standards, and/or guidelines; and

1.22.3.9. Agree when utilizing the Department’s email system:

v. 1.0 Page 18 of 24 Date __________

1.22.3.9.1. To only use a Department email address

assigned to them with a “@ affiliate.DHHS.NH.Gov”.

1.22.3.9.2. Include in the signature lines information

identifying the End User as a non-Department workforce member; and

1.22.3.9.3. Ensure the following confidentiality notice is

embedded underneath the signature line:

CONFIDENTIALITY NOTICE: “This message may contain information that is privileged and confidential and is intended only for the use of the individual(s) to whom it is addressed. If you receive this message in error, please notify the sender immediately and delete this electronic message and any attachments from your system. Thank you for your cooperation.”

1.22.3.10. Contractor End Users with a Department issued email, access or potential access to Confidential Data, and/or a workspace in a Department building/facility, must:

1.22.3.10.1. Complete the Department’s Annual

Information Security & Compliance Awareness Training prior to accessing, viewing, handling, hearing, or transmitting Department Data or Confidential Data.

1.22.3.10.2. Sign the Department’s Business Use

and Confidentiality Agreement and Asset Use Agreement, and the NH DoIT Department wide Computer Use Agreement upon execution of the Agreement and annually thereafter.

1.22.3.10.3. Only access the Department’s intranet

to view the Department’s Policies and Procedures and Information Security webpages.

1.22.3.11. Contractor agrees, if any End User is found to be in violation of any of the above terms and conditions, said End User may face removal from the Agreement, and/or criminal and/or civil prosecution, if the act constitutes a violation of law.

1.22.3.12. Contractor agrees to notify the Department a minimum of

v. 1.0 Page 19 of 24 Date __________ three business days prior to any upcoming transfers or terminations of End Users who possess Department credentials and/or badges or who have system privileges.

If End Users who possess Department credentials and/or badges or who have system privileges resign or are dismissed without advance notice, the Contractor agrees to notify the Department’s Information Security Office or designee immediately.

1.22.4. Workspace Requirement

1.22.4.1. If applicable, the Department will work with Contractor to determine requirements for providing necessary workspace and State equipment for its End Users.

1.23. Contract End-of-Life Transition Services

1.23.1. General Requirements

1.23.1.1. If applicable, upon early termination or expiration of the Agreement the parties agree to cooperate in good faith to effectuate a secure transition of the services (“Transition Services”) from the Contractor to the Department and, if applicable, the new Contractor (“Recipient”) engaged by the Department to assume the services. Ninety (90) days prior to the end-of the contract or unless otherwise specified by the Department, the Contractor must begin working with the Department and if applicable, the Recipient to develop a Data Transition Plan (DTP). The Department shall provide the DTP template to the Contractor.

1.23.1.2. The Contractor must assist the Recipient, in connection with the transition from the performance of Services by the Contractor and its End Users to the performance of such Services. This may include assistance with the secure transfer of records (electronic and hard copy),transition of historical data (electronic and hard copy), the transition of any such Service from the hardware, software, network and telecommunications equipment and internet-related information technology infrastructure (“Internal IT Systems”) of Contractor to the Internal IT Systems of the Recipient and cooperation with and assistance to any third-party consultants engaged by Recipient in connection with the Transition Services.

1.23.1.3. If a system, database, hardware, software, and/or

software licenses (Tools) was purchased or created to

v. 1.0 Page 20 of 24 Date __________ manage, track, and/or store Department Data in relationship to this contract said Tools will be inventoried and returned to the Department, along with the inventory document, once transition of Department data is complete.

1.23.1.4. The internal planning of the Transition Services by the Contractor and its End Users shall be provided to the Department and if applicable the Recipient in a timely manner. Any such Transition Services shall be deemed to be Services for purposes of this Agreement.

1.23.1.5. In the event the data Transition extend beyond the end of the Agreement, the Contractor agrees that the Information Security Requirements, and if applicable, the Department’s Business Associate Agreement terms and conditions remain in effect until the Data Transition is accepted as complete by the Department.

1.23.1.6. In the event the Contractor has comingled Department Data and the destruction or Transition of said data is not feasible, the Department and Contractor will jointly evaluate regulatory and professional standards for retention requirements prior to destruction, refer to the terms and conditions of the Department’s DHHS Information Security Requirements Exhibit.

1.23.2. Completion of Transition Services

1.23.2.1. Each service or transition phase shall be deemed

completed (and the transition process finalized) at the end of fifteen (15) business days after the product, resulting from the Service, is delivered to the Department and/or the Recipient in accordance with the mutually agreed upon Transition plan, unless within said fifteen

(15) business day term the Contractor notifies the Department of an issue requiring additional time to complete said product.

1.23.2.2. Once all parties agree the data has been migrated the Contractor will have thirty (30) days to destroy the data per the terms and conditions of the Department’s Information Security Requirements Exhibit.

1.23.3. Disagreement over Transition Services Results

1.23.3.1. In the event the Department is not satisfied with the results of the Transition Service, the Department shall

v. 1.0 Page 21 of 24 Date __________ notify the Contractor, in writing, stating the reason for the lack of satisfaction within fifteen (15) business days of the final product or at any time during the data Transition process. The Parties shall discuss the actions to be taken to resolve the disagreement or issue. If an agreement is not reached, at any time the Department shall be entitled to initiate actions in accordance with the Agreement.

1.24. Website and Social Media

1.24.1. The Contractor must work with the Department’s Communications Bureau to ensure that any social media or website designed, created, or managed on behalf of the Department meets all Department and NH Department of Information Technology (DoIT) website and social media requirements and policies.

1.24.2. The Contractor agrees Protected Health Information (PHI), Personally Identifiable Information (PII), or other Confidential Information solicited either by social media or the website that is maintained, stored or captured must not be further disclosed unless expressly provided in the Contract. The solicitation or disclosure of PHI, PII, or other Confidential Information is subject to the terms of the Department’s Information Security Requirements Exhibit, the Business Associate Agreement signed by the parties, and all applicable Department and federal law, rules, and agreements.

Unless specifically required by the Agreement and unless clear notice is provided to users of the website or social media, the Contractor agrees that site visitation must not be tracked, disclosed or used for website or social media analytics or marketing.

1.24.3. State of New Hampshire’s Website Copyright

1.24.3.1. All right, title and interest in the State WWW site, including copyright to all data and information, shall remain with the State of New Hampshire. The State of New Hampshire shall also retain all right, title and interest in any user interfaces and computer instructions embedded within the WWW pages. All WWW pages and any other data or information shall, where applicable, display the State of New Hampshire’s copyright.

2. Exhibits Incorporated

2.1. The Contractor must comply with all Exhibit D Federal Requirements, which are attached hereto and incorporated by reference herein.

2.2. The Contractor must manage all confidential data related to this Agreement in accordance with the terms of Exhibit E, DHHS Information Security

v. 1.0 Page 22 of 24 Date __________

Requirements.

2.3. The Contractor must use and disclose Protected Health Information in compliance with the Standards for Privacy of Individually Identifiable Health Information (Privacy Rule) (45 CFR Parts 160 and 164) under the Health Insurance Portability and Accountability Act (HIPAA) of 1996, and in accordance with the attached Exhibit F, Business Associate Agreement, which has been executed by the parties.

3. Additional Terms

3.1. Impacts Resulting from Court Orders or Legislative Changes

3.1.1. The Contractor agrees that, to the extent future state or federal legislation or court orders may have an impact on the Services described herein, the State has the right to modify Service priorities and expenditure requirements under this Agreement so as to achieve compliance therewith.

3.2. Federal Civil Rights Laws Compliance: Culturally and Linguistically Appropriate Programs and Services

3.2.1. The Contractor must submit:

3.2.1.1. A detailed description of the language assistance

services, within ten (10) days of the Effective Date of the Agreement, to be provided to ensure meaningful access to programs and/or services to individuals with limited English proficiency; individuals who are deaf or have hearing loss; individuals who are blind or have low vision; and individuals who have speech challenges.

3.2.1.2. A written attestation, within forty-five (45) days of the Effective Date of the Agreement and annually thereafter, that all personnel involved the provision of services to individuals under this Agreement have completed, within the last twelve (12) months, the Contractor Required Training Video on Civil Rights-related Provisions in DHHS Procurement Processes, which is accessible on the Department’s website (https://www.dhhs.nh.gov/doing-business-dhhs/civil-right-compliance-dhhs-vendors); and

3.2.1.3. The Department’s Federal Civil Rights Compliance

Checklist within ten (10) days of the Effective Date of the Agreement. The Federal Civil Rights Compliance Checklist must have been completed within the last twelve (12) months and is accessible on the Department’s website (https://www.dhhs.nh.gov/doing-

v. 1.0 Page 23 of 24 Date __________ business-dhhs/civil-right-compliance-dhhs-vendors).

3.3. Credits and Copyright Ownership

3.3.1. All documents, notices, press releases, research reports and other materials prepared during or resulting from the performance of the services of the Agreement must include the following statement, “The preparation of this (report, document etc.) was financed under an Contract with the State of New Hampshire, Department of Health and Human Services, with funds provided in part by the State of New Hampshire and/or such other funding sources as were available or required, e.g., the United States Department of Health and Human Services.”

3.3.2. All materials produced or purchased under the Agreement must have prior approval from the Department before printing, production, distribution or use.

3.3.3. The Department must retain copyright ownership for any and all original materials produced, including, but not limited to reports, protocols, guidelines, brochures, posters, and resource directories.

3.3.4. The Contractor must not reproduce any materials produced under the Agreement without prior written approval from the Department.

3.4. Operation of Facilities: Compliance with Laws and Regulations

3.4.1. In the operation of any facilities for providing services, the Contractor must comply with all laws, orders and regulations of federal, state, county and municipal authorities and with any direction of any Public Officer or officers pursuant to laws which must impose an order or duty upon the contractor with respect to the operation of the facility or the provision of the services at such facility. If any governmental license or permit must be required for the operation of the said facility or the performance of the said services, the Contractor will procure said license or permit, and will at all times comply with the terms and conditions of each such license or permit. In connection with the foregoing requirements, the Contractor hereby covenants and agrees that, during the term of this Agreement the facilities must comply with all rules, orders, regulations, and requirements of the State Office of the Fire Marshal and the local fire protection agency, and must be in conformance with local building and zoning codes, by-laws and regulations.

4. Records

4.1. The Contractor must keep records that include, but are not limited to:

4.1.1. Books, records, documents and other electronic or physical data evidencing and reflecting all costs and other expenses incurred by the

v. 1.0 Page 24 of 24 Date __________

Contractor in the performance of the Contract, and all income received or collected by the Contractor.

4.1.2. All records must be maintained in accordance with accounting procedures and practices, which sufficiently and properly reflect all such costs and expenses, and which are acceptable to the Department, and to include, without limitation, all ledgers, books, records, and original evidence of costs such as purchase requisitions and orders, vouchers, requisitions for materials, inventories, valuations of in-kind contributions, labor time cards, payrolls, and other records requested or required by the Department.

4.1.3. Statistical, enrollment, attendance or visit records for each recipient of services, which records must include all records of application and eligibility (including all forms required to determine eligibility for each such recipient), records regarding the provision of services and all invoices submitted to the Department to obtain payment for such services.

4.2. During the term of this Agreement and the period for retention hereunder, the Department, the United States Department of Health and Human…