RFP_25-060_CA_vs._Hate_Care_Coordination_Call_Center.pdf

ST AT E O F C AL I FO R NI A | Business, Consumer Services and Housing Agency GAVIN NEWSOM, GOVERNOR

Civil Rights Department KEVIN KISH, DIRECTOR

651 Bannon Street, Suite 200 | Sacramento | CA | 95811 800-884-1684 (voice) | 800-700-2320 (TTY) | California’s Relay Service at 711 www.calcivilrights.ca.gov | contact.center@calcivilrights.ca.gov

February 26, 2026

REQUEST FOR PROPOSAL

SECONDARY METHOD

RFP # 25-060

Title: California vs. Hate Resource Line and Network – Care Coordination Services

Notice to Prospective Bidders:

The Civil Rights Department (CRD) seeks proposals from qualified and experienced firms to this Request for Proposal (RFP), entitled “California vs. Hate Resource Line and Network – Care Coordination Services.”

All Agreements entered into with the State of California will include by reference General Terms and Conditions (GTC 02/2025) that may be viewed and downloaded at the following internet site: (https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/GTC- Updates/GTC-225-February-2025.pdf). If any prospective bidder lacks Internet access, a hard copy can be provided by contacting the person signing this letter. The State’s General Terms and Conditions are not negotiable.

California’s Disabled Veterans Business Enterprises (DVBE) incentive and Small Business (SB) preference programs apply to this RFP. For more information regarding the certification process for eligible entities, please see (https://caleprocure.ca.gov/pages/sbdvbe-index.aspx).

In submitting a response to this RFP, it is each Bidder’s responsibility to:

• Carefully read the entire RFP, including all referenced web addresses, regulations, orders and statutes cited in this document.

• Carefully follow all instructions. Submit all required bid elements, including the number of copies requested, and information, completed to the best of the Bidder’s ability by the required dates and times.

• Note the requested questions to be addressed in the Cover Letter.

• Monitor the Department of General Services (DGS), California State Contracts

Register (CSCR) on the Cal eProcure website: www.caleprocure.ca.gov for any changes or updates. Bidders are advised to register at the website to receive notification in reference to any changes or updates to this solicitation, and to receive notification of other bidding opportunities with the State of California.

If a discrepancy occurs between the information in the advertisement appearing on the CSCR and the information herein, the information in this notice and in the attached RFP shall take precedence.

http://www.calcivilrights.ca.gov/ mailto:contact.center@calcivilrights.ca.gov https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/GTC-Updates/GTC-225-February-2025.pdf https://www.dgs.ca.gov/-/media/Divisions/OLS/Resources/GTC-Updates/GTC-225-February-2025.pdf https://caleprocure.ca.gov/pages/sbdvbe-index.aspx http://www.caleprocure.ca.gov/

On March 4, 2022, Governor Gavin Newsom issued Executive Order N-6-22 regarding Economic Sanctions against Russia and Russian entities and individuals. “Economic Sanctions” refers to sanctions imposed by the U.S. government in response to Russia’s actions in Ukraine, as well as any sanctions imposed under state law. By submitting a bid or proposal, Contractor represents that it is not a target of Economic Sanctions. Should the State determine Contractor is a target of Economic Sanctions or is conducting prohibited transactions with sanctioned individuals or entities, that shall be grounds for rejection of the Contractor’s bid/proposal any time prior to contract execution, or, if determined after contract execution, shall be grounds for termination by the State.

The proposed Agreement is valid and enforceable only if sufficient funds are made available by the Budget Act of the appropriate fiscal year for the purpose(s) of the Agreement. In addition, the proposed Agreement is subject to any additional restrictions, limitations, or conditions enacted by the Legislature, which may affect the provisions, terms, or funding of the Agreement in any manner. If full funding does not become available, CRD will either cancel the resulting Agreement or amend it to reflect reduced funding and reduced activities.

In the opinion of CRD, this RFP is complete and without need of explanation. However, if you have questions or need any clarification of information contained herein, please email your questions to the contracts analyst by the required date. Do not contact other CRD staff regarding questions related to this RFP.

CRD was formerly known as the Department of Fair Employment and Housing (DFEH).

There may be references to DFEH throughout this RFP which remain while updates occur regarding the recent name change. Documents and other references to DFEH will carry the same legal binding as if they were documents and references to CRD.

Xai Thao Contracts Analyst Email: xai.thao@calcivilrights.ca.gov mailto:xai.thao@calcivilrights.ca.gov

TABLE OF CONTENTS

1. Key Action Dates

2. Statement of Work

2.1 Overview

2.2 Objectives

2.3 Target Demographics, Communities, and Organizations

2.4 Contract Term

2.5. Deliverables / Tasks

2.6 Project Management

2.7 Intellectual Property

2.8 State Responsibilities

2.9 Location of Services Provided by Contractor

2.10 Notification of All Issues Affecting Work Under the Agreement

3. Minimum Requirements of Bidders

3.1 Technical and/or Experience Requirement

3.2 California State Qualified

3.3 General Terms and Conditions (GTC 04/2017)

3.4 Sub-Contractors

3.5 Insurance

3.5.1 Meet ORIM Requirements

3.5.2 Certification of Insurance

3.5.3 Requirement to Notify DFEH of terminated Insurance Coverage

3.5.4 30 Day notice to cancel from insurer

3.5.5 Change of Carriers, Lapses, Expiration, or Cancellation of Insurance

3.5.6 Coverage Term

3.5.7 Primary Insurance

3.5.8 Coverage Requirements

3.5.8.1 Worker’s Compensation and Employer Liability Coverage

3.5.8.2 Commercial General Liability Coverage

3.5.8.3 Professional Liability (Errors and Omissions)

3.6 Assignment of Work, and Restricted License

4. Contract Term and Budget/Cost Limitations

4.1 Contract with DFEH During RFP Process

5. Bidder Questions and Bidder’s Conference

5.1 Bidder Questions

5.2 Bidders’ Conference

6. Required Proposal Elements and Information

7. Other Important Information for Bidders

7.1 Confidentiality of Bids

7.2 Payment

7.3 Change Orders/Administrative Changes

8. Evaluation Process

8.1 Overview

Phase I: Technical Evaluation

8.1.1 Minimum Qualifications

8.1.2 Proposal Evaluation Criteria

8.2 Evaluation Methodology

8.3 Phase II: Cost Evaluation and Final Scoring

8.3.1 Cost Evaluation

8.3.2 Adjustment for Target Area Contract Preference Act Preference Program

8.3.3 Adjustment for Small Business Preference Program

8.3.4 Adjustment for Disabled Veteran Business Enterprise Incentive Program

9. Submission Procedure

10. Award and Protest

11. Disposition of Proposals

12. Agreement Execution and Performance

13. Preference and Incentive Programs

13.1 Commercially Useful Function

13.2 Disabled Veteran Business Enterprise Participation Requirement

13.2.1 Disabled Veteran Business Enterprise Submission Requirements

13.2.2 Required Disabled Veteran Business Enterprise Participation Forms

13.3 Small Business Preference Program

13.3.1 Small Business Submission Requirements

13.3.2 Required Small Business Participation Forms

13.3.3 Small Business/Disabled Veteran Business Enterprise Resources

13.4 Target Area Contract Preference Act Program

13.4.1 Target Area Contract Preference Act

14 Target Area Contract Preference Act

ATTACHMENTS

ATTACHMENT 1 PROPOSAL CHECKLIST

ATTACHMENT 2 PROPOSAL/PROPOSER CERTIFICATION SHEET

ATTACHMENT 3 CONTRACTOR CERTIFICATION CLAUSES (CCC-04/2017)

ATTACHMENT 4 MINIMUM REQUIREMENTS AND REFERENCES

ATTACHMENT 5 BIDDER DECLARATION (GSPD-05-105)

ATTACHMENT 6 DISABLED VETERAN BUSINESS ENTERPRISE DECLARATIONS

ATTACHMENT 7 NON-SMALL BUSINESS SUBCONTRACTOR PREFERENCE

REQUEST AND SMALL/MICRO BUSINESS SUBCONTRACTOR

ACKNOWLEDGEMENT FORM

ATTACHMENT 8 DARFUR CONTRACTING ACT CERTIFICATION

ATTACHMENT 9 COMMERCIALLY USEFUL FUNCTION CERTIFICATION

ATTACHMENT 10 PAYEE DATA RECORD

ATTACHMENT 11 ASSIGNMENT OF WORK /RESTRICTED LICENSE REGARDING

DELIVERABLE

ATTACHMENT 12 BUSINESS LICENSE/BUSINESS OPERATION

TAX CERTIFICATION

ATTACHMENT 13 CALIFORNIA CIVIL RIGHTS LAWS CERTIFICATION

ATTACHMENT 14 IRAN CONTRACTING ACT VERFICATION FORM

ATTACHMENT 15 TARGET AREA CONTRACT PREFERENCE ACT PREFERENCE

REQUEST FOR GOODS AND SERVICES SOLICITATIONS

ATTACHMENT 16 COST PROPOSAL/BID SHEET

SAMPLE STANDARD AGREEMENT (STD 213)

1. KEY ACTION DATES

It is recognized that time is of the essence. All proposers are hereby advised of the following schedule and will be expected to adhere to the following required dates and times.

Release of RFP on California State Contracts Register (CSCR) Thursday, February 26, 2026 Submittal of Questions for Clarification Due Date Thursday, March 5, 2026 by 2:00 pm (PST) CRD Response to Questions Due Date* Monday, March 16, 2026 Proposals Due Date Wednesday, April 1, 2026, by 2:00 p.m. (PST) Initial Admin Review Thursday, April 2, 2026 – Tuesday, April 14, Phase I – Evaluation and Scoring of Proposals* Tuesday, April 14, 2026 – Friday, April 24, 2026 Phase II – Cost Calculations* Friday, April 24 – Thursday, April 30 Post Notice of Intent to Award* May 1, 2026 Anticipated Contract Start Date* July 1, 2026 or Upon DGS Approval

*Completion of this activity is an approximate date and may be adjusted by CRD as needed without an addendum to this RFP.

** The Proposal Due Date cannot be changed except by an official addendum/version posted onhttps://www.caleprocure.ca.gov/pages/Events- BS3/event-search.aspx Please refer to https://www.caleprocure.ca.gov/pages/Events-BS3/event-search.aspx as you develop your proposal for the latest information. All dates listed above, after the “Proposal Due Date”, are projected and subject to change.

2. STATEMENT OF WORK

The Civil Rights Department’s (CRD) mission is to protect the people of California from unlawful discrimination in employment, housing, public accommodations, and state-funded and state-administered programs and activities, and from hate violence and human trafficking. To accomplish this mission, CRD receives, investigates, conciliates, mediates, and prosecutes complaints of alleged violations of the Fair Employment and Housing Act (FEHA), Unruh Civil Rights Act, Disabled Persons Act, and statutes prohibiting discrimination in state-funded activities and programs, among other civil rights laws. CRD also enforces the Ralph Civil Rights Act, which forbids acts of violence or threats of violence because of a person’s actual or perceived sex/gender (including pregnancy, childbirth, and related medical conditions) gender identity, gender expression, race, color, religion, ancestry, national origin, disability, medical condition, genetic information, marital status, sexual orientation, citizenship, primary language, immigration status, political affiliation, or position in a labor dispute.

CRD enforces the civil protections in California’s civil rights laws. It does not enforce the criminal provisions of California’s civil rights laws. CRD is empowered to act as a “peacemaker” when communities experience conflict or tension as a result of discriminatory practices. CRD mediation services can be made available upon the request of a state or local public body, or upon the request of any person directly affected by a civil rights dispute, disagreement, or difficulty that threatens “peaceful relations” in a community.

In addition, CRD has an outreach and education program designed to increase and promote awareness to the civil rights protections that CRD enforces.

RFP 25-060 California vs. Hate Resource Line and Network – Care Coordination Services https://www.caleprocure.ca.gov/pages/Events-BS3/event-search.aspx https://www.caleprocure.ca.gov/pages/Events-BS3/event-search.aspx https://www.caleprocure.ca.gov/pages/Events-BS3/event-search.aspx

RFP 25-060 California vs. Hate Resource Line and Network – Care Coordination Services

To learn more about CRD visit: www.calcivilrights.ca.gov

2.1 Overview

CRD seeks a contractor to provide a non-emergency call center which provides non-emergency information, resource information, and a reporting line for individuals and communities targeted for hate. This resource line and network will be referred to as the California vs. Hate Resource Line and Network (“CA vs. Hate” or the “Network.”) The Contractor will operate care coordination services for CA vs. Hate. These services must be trauma- informed and language-accessible for people who speak languages other than English.

The Contractor must have experience with managing care coordination services serving diverse communities. Diversity includes race, ethnicity, national origin, citizenship status, gender (including gender identity), sexual orientation, religion, disability, immigration status, and language ability.

The Contactor must have or be able to obtain access to extensive resource networks in counties across the state of California that can meet the social services needs of individuals and communities targeted for hate, to include: culturally competent mental health care, assistance with food insecurity, and support for housing needs, including issues around housing discrimination.

2.2 Objectives

CA vs. Hate serves individuals and organizations who have been targeted for hate, and who are from communities that have been historically targeted for discrimination. Many of these individuals come from communities that have suffered acts of hate and discrimination at the hands of state and local government officials. Earning the trust of these individuals and communities is central to being able to provide services to meet their needs. The Contractor shall provide the care coordination services for the Network by closely working with CRD, CRD Partners, including community-based organizations (CBO) from diverse communities throughout the state, and state, county, and local government agencies. Objectives The Contractor will administer the CA vs. Hate Resource Line and Network – Care Coordination Services to fulfill the following objectives:

A. Identify and explain next-step options for individuals and communities targeted for hate.

These options may include reporting an incident and/or crime to law enforcement. If the individual does not want to report to law enforcement, they can choose to report the incident or crime to CRD to support efforts to better inform policies to prevent and respond more effectively to hate. All callers have the option to report anonymously and will be provided with information enabling them to identify options to pursue civil relief with CRD or in court, or to obtain support from public and private social services organizations and CBOs.

B. Connect individuals and communities targeted for hate with culturally competent resources and community support.

These resources and support include social services and community conflict resolution services that can be provided in-language. “In-language” refers to the language that a person understands.

C. Improve data collection on hate incidents, crimes, and the impact of hate in communities to better inform policies, practices, and investment of resources and http://www.calcivilrights.ca.gov/ to help in prevention of hate incidents and crimes.

The Network will enhance the State of California’s efforts to collect data on the prevalence of hate across the state as well as need for resources and support. The Network will also allow the State to reach additional communities that may not be reporting hate incidents and crimes to law enforcement. Data collected will include the number of incidents and crimes, as well as specific data that can be used to inform more effective interventions that can help identify the resources that people need. This objective will be fulfilled by:

i) Capturing data on reported hate crimes and hate incidents to inform more effective interventions;

ii) Identifying resources that people need and barriers to accessing those resources;

iii) Conducting an annual assessment of which data collection methods are successful and identifying areas for improvement

2.3 Target Demographics, Communities, and Organizations

The CA vs. Hate Line and Network – Care Coordination Services shall have the following target demographics, communities, and organizations, and serve the six (6) listed geographic markets presented in sections below.

Primary Target

A. Individuals and communities targeted for hate, including those from:

i. Asian American, Native Hawaiian, and Pacific Islander (“AA and NHPI”) communities

ii. Latin(x) communities

iii. Native American and indigenous communities

iv. African American and Black communities

v. Lesbian, Gay, Bisexual, Transgender, and Queer (“LGBTQ”) communities

vi. Muslim, Sikh, Hindu, Christian, Jewish, and other faith-based organizations

vii. People with disabilities, including people who are blind, have low vision, are deaf or hard of hearing, and/or use American Sign Language.

viii. People age 55 and over English and non-English speaking communities

ix. Students of all ages

x. Communities living at the intersection of multiple identities.

B. CBOs, faith-based institutions, medical providers, educational institutions, educators, advocacy organizations, influencers, and major brands that work with and/or support individuals from communities targeted for hate.

Secondary Target A. Law enforcement agencies responding to hate incidents and crimes across the state of

California, including detectives and officers who may come in contact with people targeted for hate who are seeking resources.

B. Providers of culturally competent services and resources, including mental health services.

Tertiary Target

A. Housing providers required to take prompt action to correct and end harassment by their employees and agents, and must take prompt action to correct and end harassment by a third party (e.g. other tenants, other residents, or contractors hired by the housing provider).

B. Local government leaders who may be able to connect communities targeted for hate with the Network for resources and support.

Geographic Markets The Contractor shall provide all services in this Contract by connecting individuals and communities targeted for hate and organizations serving these communities with resources in six (6) geographic areas in California:

i. Los Angeles

ii. San Diego/Imperial County

iii. Riverside/Inland Empire

iv. Bay Area

v. Sacramento/North State

vi. Fresno/Central Valley

This includes the capacity to serve needs in rural and urban areas within these identified markets.

2.4 Contract Term

The anticipated term of the resulting contract shall be July 1, 2026 or Upon DGS Approval (whichever occurs later) through June 30, 2029. Pending budget approval, CRD shall have the option to extend this contract for two (2) additional one-year terms and add money to accommodate such additional years.

2.5 Deliverables / Tasks

Deliverables are defined as finite developments and/or products which have no on-going maintenance from the Bidder once completed. Tasks are defined as on-going services that will continuously be implemented throughout the life of the Contract.

A. Project Plan

The Contractor shall develop a detailed Project Plan for CA vs. Hate – Care Coordination Services to satisfy the outlined objectives and tasks. The Project Plan shall include all needed steps to deliver the care coordination services related to the Hate Resource Line and Network.

The Contractor and CRD shall meet to review, revise, and finalize the Project plan, subject to CRD approval, prior to the Contractor executing the Project Plan. The Contractor shall ensure the Project Plan serves the identified targets and geographic markets.

B. Resource Line and Network

The Contractor shall expand and utilize a robust and culturally competent resource and referral network to meet the needs of individuals targeted for hate in the counties and communities across the state of California noted above. The available resources should include culturally competent social services, mental health, and social safety net providers that serve and are located throughout the state. “Safety net” services include providers that deliver a broad range of health care services to medically underserved and uninsured populations regardless of patients’ ability to pay.

These referrals will come after the Contractor has contacted the referral/program to determine if they are able to meet the identified needs of the individual/family seeking support. The Contractor shall stay on the line with the individual/family seeking assistance to ensure the referral/program is aware that this is a referral from the CA vs. Hate Resource Line, and to ensure a connection is made. The Contractor shall also assist individuals and families targeted for hate with enrollment in various community resource programs when requested.

The Contractor shall administer a Call Center and Response and Resource Line (“Line”) (or incorporate the tasks outlined in this document into an existing Call Center and Response and Resource Line).

CRD has secured a toll-free number in which calls will be routed to the Contractor’s destination phone number. There is no need for the Contractor to secure an additional toll-free number.

The Contractor shall ensure the Network has the ability to:

i. Answer hotline calls and respond to chat requests from at least 9 a.m. to 6 p.m. PST, and respond to voicemails left Sunday through Thursday within twenty-four (24 hours).

If a voicemail is left on Friday or Saturday, the Contractor shall respond by the following Monday. The Contractor shall endeavor to sustain a maximum wait time of three (3) minutes to answer calls during the business hours listed above. If wait times exceed three (3) minutes, the Contractor shall, in good-faith and to the best of its capabilities, bring the wait times into acceptable limits. The Contractor shall notify CRD if more than 15% of received calls exceed the three (3) minute wait time maximum within a 24-hour period and provide a remedy to address the delay;

ii. Review and respond to online submissions within twenty-four (24) hours from Sunday to Thursday and by the following Monday if submitted Friday or Saturday;

iii. Screen calls using criteria provided by CRD to determine whether the call is within the scope for the Network. If out of scope, the Contractor shall report as such, and connect with any resources or services that may be appropriate, but will not provide any additional follow up services; AND

iv. Confirm with the referral/program to determine ability to meet the identified needs of the individual/family seeking support, and provide a warm hand off;

v. Confirm referral outcomes and provide additional support to connect people with the resources offered.

The number of calls and online submissions for which the Contractor shall be responsible for shall be capped per month, with the option to expand the cap based on need. CRD makes the following, good-faith estimates regarding the number of annual calls/submissions:

Estimated Annual Number of

Calls/Submissions

Year Estimated # of Calls/Submissions

Estimated # of care coordinators needed to prepare for, handle, follow up, and complete calls/submissions according to the estimated numbers*

Year 1 – July 1. 2026 or Upon DGS Approval through June 30, 2027

4,000 –5,000 20-30

Year 2 – July 1, 2027 through June 30, 2028

5,000 – 6,000 20-30

Year 3 – July 1, 2028 through June 30, 2029

6,000 – 7,000 20-30

Year 4 (Optional) – July 1, 2029 through June 30, 2030

7,000 – 8,000 20-30

Year 5 (Optional) – July 1, 2030 through June 30, 2031

8,000 – 9,000 25-35

*If the Bidder believes, in its professional opinion, that more care coordinators are needed to address the estimated number of call/submissions listed above, the Bidder may demonstrate its proposed number of care coordinators and their estimated number of hours to complete Task B in Attachment 16 “Cost Proposal/Bid Sheet.” Deviation from the estimated number care coordinators shall require a written justification from the Bidder substantiating such need in the provided section of Attachment 16 “Cost Proposal/Bid Sheet.”

The Contractor shall be responsible for managing all services provided by its employees, and those of any subcontractors.

C. Case Management Services

The Contractor shall provide timely trauma-informed, culturally competent, and language accessible case management services, to infants, children, young adults, adults, and families, or to organizations and individuals representing these individuals and communities, through the Network, by:

i. Timely responding to live callers, submitted voicemails, and online and/or mobile platform submissions;

ii. Identifying and meeting language access needs of callers and those submitting online inquiries directly, by utilizing a subcontractor, and/or referring the caller to a CRD partner;

iii. Utilizing an intake form developed in collaboration with CRD and CRD-identified partners, and approved by CRD, to document all incoming calls/submissions;

iv. Providing individuals and families with “warm handoff” referrals and enrollment in various community resource programs;

v. Administering industry-standard screening tools and assessments for social services needs and eligibility for programs;

vi. Maintaining and identifying ways to strengthen relationships with resource referral networks for counties and communities across the state of California that include culturally competent social services, mental health, and social safety net providers;

vii. Developing care plans that summarize screening results, a care pathway to community resources, referral services provided, and referral outcomes that can be saved and/or transferred into an electronic database record keeping system;

viii. Following up with individuals, families, and referral community programs to confirm referral outcomes and provide additional support if requested;

ix. Utilizing and inputting information into an online California tracking database developed by CRD which will provide an all-in-one care coordination solution to record and manage client and/or family’s information, including storage and reporting of data on referrals and outcomes for served individuals and families;

x. Ensuring data submitted to CRD’s database is accurate and complete;

xi. Providing clean data due to data discrepancies or sync issues as requested by CRD;

xii. In addition to annual data reporting and analysis, the data will be used to produce a dashboard on CRD’s website which will regularly update the number of reported incidents and crimes;

xiii. Providing system access, training, and management services to coordinators, program partners, and CRD for clients’ profile creation, referral tracking, documentation of services, and data reporting of referral/service(s) outcome(s);

xiv. Connecting people to other relevant, culturally competent, and in-language resources, including social services and safety net services, throughout the state of California;

xv. Reviewing and directly responding to people reporting hate incidents and crimes in-language and timely responding to reports submitted via the online reporting portal, and updating and maintaining records in the online database; AND

xvi. The Contractor shall ensure all inquiries are entered into the Online Database daily, detailed in Section K.

D. Partnerships with Community Based Organizations

The Contractor shall maintain a minimum of ten (10) partnerships (paid subcontractors) with CBOs representing the communities most targeted for hate crimes in 2024 per the California Attorney General’s Hate Crimes Report (Anti-Black or African American bias;

Anti-Hispanic or Anti-Latino Bias, Anti-Asian bias, Anti-Jewish bias, Anti-Muslim bias, Anti- LGBT bias, Anti-Disability bias, Anti-immigrant bias). While no one partner needs to cover all languages, the Contractor shall ensure that among these partners (CBOs), the partners are able to provide in-language, culturally competent services in Arabic, Chinese, Korean, Mixteco (and/or Triqui, or Zapoteco), Spanish, Tagalog, Japanese, Persian, Punjabi, and Vietnamese at a minimum. The CBOs shall be used for consultation/support, referrals, education, and outreach.

The paid partnerships must include at least one organization that services and is physically located in each of all six (6) geographic areas in California

i. Los Angeles

ii. San Diego/Imperial County

iii. Riverside/Inland Empire

iv. Bay Area

v. Sacramento/North State

vi. Fresno/Central Valley

The paid partners will be responsible for providing culturally competent case management support in addition to serving as a trusted messenger to increase awareness of the CA vs. Hate Network in an effort to reach targeted communities.

E. Intake Form

In collaboration with CRD and CRD-identified partners, the Contractor shall maintain and utilize an Intake Form for engagement with people through CA vs. Hate.

The Contractor shall work with CRD staff to annually review intake form, monitor changes and updates made to the intake form, and implement necessary changes to improve the experience for all contacts and ensure data quality. Changes to the Intake Form will require CRD approval.

F. Language Access Plan

The Contractor shall utilize a Language Access Plan for the CA vs. Hate. The Contractor shall ensure the Language Access Plan enables all call center agents and coordinators to provide meaningful language access for all people who engage with the California vs. Hate Network by, at a minimum, identifying language needs as early as possible and providing translation and interpretation services administered by a person certified to provide these services. The Contractor shall ensure such needs are directly met or indirectly met through a CRD-approved subcontractor (this may also require connecting with another CRD partner).

The Contractor shall ensure that call center agents and coordinators have access to translation and interpretation services in a minimum of 200 languages from at least 9 a.m.

to 6 p.m. PST Monday through Friday, including on-demand services in the top 50 languages most common in California. The top 50 languages in California include, but are not limited to, Spanish, Mandarin, Tagalog, Farsi, Korean, Punjabi, Arabic, Vietnamese, Armenian, Cantonese, Japanese, Khmer. These services may be provided through a language interpreting and translation service. The Contractor shall also ensure call center agents and coordinators have access to a telecommunications relay for speech and/or hearing-impaired individuals.

The Contractor shall also ensure that in-language services are provided to individuals reaching out via phone or via online submissions. The Contractor should have the capacity to develop a plan to expand in-language services in the future to people submitting initial inquiries via text message.

The Contractor must have experience ensuring language access for people who do not speak English.

G. Training Protocol

The Contractor shall utilize a training protocol to ensure that all people working on behalf of the Contractor on CA vs. Hate engage with people in a trauma-informed, culturally competent, and respectful manner.

The Contractor shall ensure that all people working on its behalf are trained on data entry and trauma-informed techniques and are trained to meet these standards. The Contractor shall provide CRD with information demonstrating that the people working on its behalf have completed such training, upon request.

H. Care Plan Template

The Contractor shall utilize a care plan template that summarizes screening results, a care pathway to community resources, referral services provided and referral outcomes that can be saved/transferred in an electronic record keeping system.

Throughout the term of the contract, the Contractor shall utilize individual and/or community care plans for people seeking services through the Network.

I. Intake/Care Coordination Checklist

In collaboration with CRD, the Contractor shall utilize a checklist that will enable the person conducting intake and/or care coordination services to determine which resources/next steps are appropriate. This may include:

i. Referral/connection to local law enforcement if the person/organization wants to report to law enforcement;

ii. Intake for CRD complaint under the Ralph Act, FEHA, or any other statute over which CRD has jurisdiction; Intake for possible community conflict resolution services with CRD;

iii. Connection with culturally competent social services resources, to include mental health resources or other support services from government agencies and CBOs or others; AND/OR

iv. Connection with the bar association or legal aid to identify appropriate legal services.

J. Disclosure and Confidentiality Agreements

The Contractor shall utilize and store disclosure and confidentiality agreements with all participants in the care coordination process. CRD must approve the agreements before they are used.

K. Online Tracking Database

CRD manages a database (“CRD Database”) in which the Contractor will import information about hate incidents and crimes obtained from partner organizations. The Contractor shall have the capability to import such data from partner organizations into the CRD Database.

The Contractor shall utilize the CRD Database, including the input of information through the care coordination process to provide an all-in-one care coordination solution to record and manage client/family’s information, including storage and reporting of data on referrals and outcomes for served individuals and families.

The CRD Database includes, but is not limited to, the following features: an online detailed incident reporting submission option (with character limits), interactive case management mechanism for use by authorized community partners, information, and available resources for individuals who have contacted the CCA vs. Hate.

The CRD Database is capable of receiving reports entered by a person answering the Line or from reports submitted online or other platforms accessible on mobile phone or tablets.

In addition to annual data reporting and analysis, the input data will be used to produce a dashboard on the CAvsHate.org website that will regularly update the number of incidents and crimes reported. The Database and use of the Database shall meet California public safety and privacy standards and legal requirements.

The Contractor shall have the ability to receive reports via the online reporting system developed by CRD, as well as platforms that are accessible on mobile phones, to potentially include chat or text functions.

The Contractor shall ensure data is imported daily to CRD, and that data is accurate and complete.

The Contractor shall use the database to identify cases where the person reporting could potentially provide a testimonial on the services received through the hotline.

L. Online Reporting Portal (Mobile-Accessible)

The Contractor shall utilize an online reporting portal hosted on CRD’s website and will collect information from individuals targeted for hate and organizations serving individuals and communities targeted for hate. The Contractor will use the information gathered through the portal, as well as information gathered through the phone line, to provide the in-language services described in this Statement of Work. Any information gathered through the portal or the phone line will be captured and maintained in the online CRD database.

M. Weekly Meetings The Contractor shall meet weekly, in-person or online, with all people involved in the care coordination process to discuss care coordination plans. These meetings should include CRD partners when appropriate.

N. Monthly Status Reports and Supplemental Reports The Contractor shall submit a Monthly Status Report by the 5th day of each month, capturing all Network activity from the prior month. If the 5th day falls on a weekend, the Contractor shall submit the report by the end of the following business day. The Monthly Status Report shall describe the progress of activities and deliverables the Contractor is required to meet by referencing such task and/or deliverable, detailing the schedule and progress to completion of such task and/or deliverable, and stating how the Contractor is addressing any identified risks and/or project issues.

The Monthly Status Report shall also include the number of hours used/spent by each of the Contractor’s staff for each period, the status of any incomplete work, and the upcoming activities and work to be performed in the next month. If any activity or work scheduled for the current period is not completed, the activity or work shall be included as part of the following period’s upcoming activity or work. The Monthly Status Report shall also include a summary of data categories collected through the intake form developed in collaboration with CRD and include the following:

i. The total number of call/submissions received, including those through chat and text function, hotline calls, and online submissions;

ii. The average wait time for calls to be answered and for submissions to receive a response.

iii. The average duration of phone calls.

iv. The number of calls/submissions that were out of scope, and why they were out of scope;

v. The demographic data of the people calling/submitting reports, disaggregated by:

(1) Race

(2) Color

(3) National origin

(4) Sex – including gender, gender expression, and gender identity

(5) Sexual orientation

(6) Religion

(7) Disability

(8) Sex

(9) Race

(10) Color

(11) Ancestry

(12) Medical condition

(13) Genetic information

(14) Marital status

(15) Sexual orientation

(16) Citizenship

(17) Primary language

(18) Immigration status

(19) Age

(20) Disability

(21) Political Affiliation

(22) Position in a labor dispute

vi. The total number of calls/submissions by the geographic area where the hate incident or crime allegedly occurred, including, if possible: neighborhood region of city, city, county, and region identified in “Target Demographics, Communities, and Organizations” (Statement of Work, Section 2.3).

vii. The number of calls/submissions where people requested a connection with law enforcement.

viii. The number and type of referrals, by category, including instances where needed services were not available.

ix. The number of calls/submissions identifying hate incidents or crimes allegedly committed on the basis of:

(1) Race

(2) Color

(3) National origin

(4) Sex – including gender, gender expression, and gender identify

(5) Sexual orientation

(6) Religion

(7) Disability

(8) Sex

(9) Race

(10) Color

(11) Ancestry

(12) Medical Condition

(13) Genetic information

(14) Marital status

(15) Sexual orientation

(16) Citizenship

(17) Primary language

(18) Immigration status

(19) Age

(20) Disability

(21) Political Affiliation

(22) Position in a labor dispute

x. Identifying new cases that could be used as a public case study

Supplemental reports shall be submitted to CRD by the 10th of each month and include the call and online reporting activity for each year and monthly totals for the current year.

The activity shall include the number of contacts from the resource line and online submissions, the bias motivations and the number of actual reports of hate, and all totals.

O. Annual Reports The Contractor shall prepare and submit to CRD an annual report on the implementation of the care coordination services including, but not limited to, the data collected on a monthly basis under Section N, identification of gaps in the Contractor’s ability to provide services and meet the need of individuals and communities targeted for hate. The Contractor shall submit the Annual Report to CRD by the anniversary date of this contract’s execution.

P. Transition Activities The Contractor acknowledges that this Agreement has a fixed term, and upon its expiration, the services will be competitively solicited. The Contractor understands and agrees that it may or may not be awarded a subsequent agreement. The Contractor shall fully cooperate in an orderly, timely, and accurate manner, have a plan in place to transfer all material necessary for continuity of services within six (6) months of the expiration date of this Agreement term to the CRD and/or awarded vendor.

Deliverable / Task Summary

Deliverable / Task

Deliverable/Task Identifier

Description Due Date

Deliverable A Project Plan End of 1st month after contract execution

Task B Resource Line and Network Services to begin no more than one day after contract execution

Task C Case Management Services Services to begin no more than one day after contract execution

Task D Established partnerships with CBOs

Partnerships to be established by the end of the 1st month after contract execution

Deliverable E Intake Form Prior to the start of services

Deliverable F Language Access Plan Prior to the start of services

Deliverable G Training Protocol Prior to the start of services

Deliverable H Care Plan Template Prior to the start of services

Deliverable I Intake / Care Coordination Checklist

Prior to the start of services

Deliverable J Disclosure and Confidentiality Agreements

Prior to the start of services

Task K Online Tracking Database Prior to the start of services

Task L Online Reporting Portal Prior to the start of services

Task M Weekly Meetings By the end of each week after contract execution

Deliverable N Monthly Status Reports and supplemental reports

5th of every month after contract execution

Deliverable O Annual Reports July 15th of every year

2.6 Project Management

The Contractor is expected to manage the tasks and deliverables under the Statement of Work. Project management includes, but is not limited to, the following items:

A. Designating a Project Manager to oversee the continuous services within the contract and meet with CRD’s Project Manager as outlined in this Statement of Work.

B. Providing and implementing a well-organized and complete plan for all activities, tasks, and milestones;

C. Providing competent and qualified experts in all technical and administrative areas;

D. Meeting the terms of the Agreement in a cost-competitive manner within the stated specifications, budget, and schedule;

E. Monthly monitoring of resources and expenditures to ensure fulfillment of project goals and objectives within the approved budget;

F. Monthly monitoring, tracking, and evaluation of the quality of performance, staff, sub-contractors, and other relevant factors to ensure contract compliance and excellence;

G. Ensuring the information shared with CRD’s database is synced daily, is accurate, and is complete;

H. Responding to the identified workload in a timely manner and consistently meet all work product and event deadlines;

I. Identifying and reporting problems in a timely manner (i.e. IT and data issues should be reported within a week; mission critical problems should be reported immediately, no later than 24 hours) and recommend and implement solutions;

J. Identifying cases on a monthly basis to CRD that could be used as a public case study;

K. Meeting with CRD staff as required by the CRD Project Manager to discuss progress, needs, problems, solutions, and deliverables;

L. Understanding and complying with the CRD’s administrative processes and procedures; and M. Obtaining approval from the CRD Project Manager for any replacement, substitution, or addition of key staff under the Agreement, including the Program Director, Program Manager, and Performance Coach.

N. Contractor shall first direct all communications regarding any dispute under this agreement to the Primary Contact. If the Primary Contact does not respond in one (1) business day or if the issue is not resolved within a reasonable time, the contract shall escalate the matter to the Secondary Contract designee. Primary and Secondary Contract designees are listed in Exhibit A, 4—the representatives during the term of this contract. The Contractor shall document all communications related to the issue and provide such documentation upon request.

2.7 Intellectual Property

Intellectual Property is defined as intangible assets that are subject to statutory protection under applicable patent, copyright, and trademark law. Intellectual property includes, but is not limited to, inventions, industrial designs, identifying marks and symbols, electronic publications, trade secrets, and literary, musical, artistic, photographic and film works.

Work product(s) developed under this contract shall be considered intellectual property and shall solely remain the property of CRD and/or the State of California.

2.8 State Responsibilities

CRD’s responsibilities under the resulting contract shall be to:

A. Join the care coordination team meetings when possible and help connect with CRD Partners for additional services and support.

B. Review and accept work completed by the Bidder awarded the contract as specified in the Statement of Work. It shall be CRD’s sole determination as to whether any of the Statement of Work has been successfully completed.

C. Designate a CRD Project Manager to oversee contract deliverables and implementation problems including but not limited to:

i. Reviewing and approving the finalized CA vs. Hate Care Coordination Project Plan prior to implementation;

ii. Monitoring the progress of the Project Plan; and

iii. Communicating any issues, concerns, or problems regarding the methodology and/or deliverables.

2.9 Location of Services Provided by Contractor

Other than meeting with CRD personnel, services will not be completed at CRD sites. The awarded Bidder is responsible for determining where services shall be completed and providing a secure location(s) exclusively within the United States for the work which will be awarded under this RFP. The awarded Bidder should expect collaboration with CRD personnel which may require meetings at CRD’s Los Angeles or Sacramento offices, significant email communications, and/or frequent telephone calls.

2.10 Notification of All Issues Affecting Work Under the Agreement The Contractor shall be responsible for providing timely notification to CRD of any issues that might affect the quality of materials, quality of work, safety, and/or the timelines established or associated with the services provided.

3. MINIMUM REQUIREMENTS OF BIDDERS

For a bid to be responsive and responsible, Bidders must meet or comply with the minimum requirements stated under Section 2 “Statement of Work” and Section 3 “Minimum Requirements of Bidders.”

3.1 Technical and/or Experience Requirements

Bidders must meet the minimum technical and/or experience requirements in order to be evaluated under this RFP. The minimum requirements and desired qualifications of each Bidder will be evaluated based upon the information, personnel resumes, and sample work products provided in response to this RFP.

Minimum technical and/or experience requirements are classified as follows:

Mandatory (M) - The Bidder must possess these minimum requirements. If any of the mandatory requirements are not met, the offer is deemed non-responsive. The degree by which each Bidder meets the qualifications may vary; those Bidders that possess higher than the minimum requirements will be awarded more points in the evaluation phase.

Desired (D) - The desired qualifications are not required but have been identified as important or significant to successful completion of the tasks and deliverables in the Statement of Work. If the Bidder does not possess desired qualifications, the offer will still be considered responsive.

The degree by which each Bidder possesses the desired qualifications may vary. The points awarded in the evaluation phase shall be determined by the quality and quantity of examples.

The technical and/or experience requirements for Bidders are listed below:

M-1 Mandatory

Minimum of three references for care coordination services the Bidder has conducted within the last three (3) years.

M-2 Mandatory At least three (3) years of experience in designing, administering, and completing trauma-informed care coordination services for diverse communities, connecting individuals with social services and/or other resources to meet their needs.

M-3 Mandatory

Demonstration of successful provision of in-language services to people who do not speak English, in at least five (5) different languages, with demonstrated ability to provide language access to individuals in California.

M-4 Mandatory

One (1) example demonstrating the Bidder has provided longitudinal care coordination; e.g., how has the Bidder followed up with an individual with whom Bidder connected resources or support.

M-5 Mandatory

Provision of examples of work the Bidder has done to develop a resource and referral network or database that meets the needs of diverse communities in at least three (3) different counties and communities across the state of California. The network should include culturally competent social services, mental health, and social safety net providers. Respondent shall include an explanation of how it ensured that the services were culturally competent.

M-6 Mandatory At least three years of experience in designing, developing, and deploying production-level web application integrations using Representational State Transfer Application Program Interface (REST APIs). Experience in handling JavaScript Object Notation (JSON) payloads and managing authentication using Open Authorization (OAuth) M-7 Mandatory One (1) example of services and resources provided to individuals or communities targeted for hate.

M-8 Mandatory Demonstration of how the Bidder ensures it is providing culturally competent services and resources to diverse communities. Examples may include how the Bidder works with partners from across different communities to reach individuals targeted for hate in-language and with cultural competence.

M-9 Mandatory Demonstration of how the Bidder has connected people targeted for hate or discrimination with resources and support from people with a lived experience of hate or discrimination.

D-1 Desired Demonstration, in…