S-10000-00017152 Request for Applications.pdf

STATE OF OREGON

COVER PAGE

Oregon Department of Human Services and its Office of Equity and Multicultural Services and the Oregon Health Authority and its

Division of Equity and Inclusion are issuing this Joint Cooperative Request For Applications (RFA) under OregonBuys Bid Number S-10000-00017152 for

TELEPHONIC INTERPRETATION SERVICES

Date of Issue: August 26, 2026

Opening Date and Time: September 28, 2026 at 3:00 PM Pacific

Single Point of Contact (SPC): Louie Thomas, Senior Procurement and Contract Specialist Address: 500 Summer Street NE E03 City, State, Zip Salem, Oregon 97301 Phone: (971) 283-4755 (email preferred) E-mail: louie.thomas@odhs.oregon.gov

The State of Oregon promotes equal opportunity for all individuals without regard to age, color, disability, marital status, national origin, race, religion or creed, sex or gender, sexual orientation, or veteran status.

You can get this document in other languages, large print, braille, or a format you prefer free of charge.

Contact the Single Point of Contact (SPC) at the contact information found above. We accept all relay calls.

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TABLE OF CONTENTS

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

1.2 SCHEDULE

1.3 SINGLE POINT OF CONTACT (SPC)

SECTION 2: AUTHORITY, DEFINITIONS, AND OVERVIEW

2.1 AUTHORITY AND METHOD

2.2 DEFINITIONS

2.3 OREGONBUYS

2.4 OVERVIEW AND PURPOSE

SECTION 3: SCOPE OF WORK/SPECIFICATIONS

3.1 PURPOSE

3.2 OVERVIEW AND REQUIREMENTS

3.3 INTERPRETER QUALIFICATIONS

3.4 INTERPRETIVE CATEGORIES AND REQUIREMENTS

3.5 CONFIDENTIALITY STATEMENT

3.6 INTERPRETER EQUIPMENT AND FACILITY

3.7 LANGUAGES

3.8 ACCOUNTING

3.9 PRE-SCHEDULED SERVICES

3.10 CONNECTION

3.11 INTERPRETATION REQUIREMENTS

3.12 QUESTION AND RESPONSE CRITERIA

3.13 QUARTERLY REPORTING

3.14 INSTRUCTIONAL MATERIALS

3.15 EMERGENCY MANAGEMENT PLAN

3.16 QUALITY ASSURANCE PLAN

SECTION 4: PROCUREMENT REQUIREMENTS

4.1 MINIMUM REQUIREMENTS

4.2 MINIMUM SUBMISSION REQUIREMENTS

4.3 APPLICATION FORMAT, QUANTITY, AND APPLICATION INFORMATION

4.4 ATTACHMENT REQUIREMENTS

SECTION 5: SOLICITATION IN GENERAL

5.1 PUBLIC NOTICE

5.2 PRE-APPLICATION CONFERENCE

5.3 QUESTIONS OR REQUESTS FOR CLARIFICATIONS

5.4 APPLICATION DELIVERY OPTIONS

5.5 APPLICATION DUE

5.6 PUBLIC OPENING

5.7 APPLICATION REJECTION

SECTION 6: REVIEW PROCESS

6.1 RESPONSIVE AND RESPONSIBLE APPLICANT DETERMINATION

6.2 REVIEW COMMITTEE

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6.3 REVIEW OF APPLICATIONS

6.4 APPLICATION REVIEW CRITERIA

6.5 RANKING OF APPLICATIONS

SECTION 7: AWARD AND NEGOTIATION

7.1 AWARD NOTIFICATION

7.2 APPARENT SUCCESSFUL APPLICANT SUBMISSION REQUIREMENTS

7.3 CONTRACT NEGOTIATION

SECTION 8: ADDITIONAL INFORMATION

8.1 COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

8.2 CERTIFIED FIRM PARTICIPATION

8.3 GOVERNING LAWS AND REGULATIONS

8.4 OWNERSHIP/PERMISSION TO USE MATERIALS

8.5 CANCELLATION OF RFA; REJECTION OF APPLICATION; NO DAMAGES

8.6 COST OF SUBMITTING AN APPLICATION

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LIST OF ATTACHMENTS

The response to this RFA, known as the “Application,” (and, once accepted in OregonBuys, also known as the “Quote”), consists of a series of completed Attachments, four available for download in OregonBuys and one created by the Applicant in accordance with instructions in the RFA. Together, this series of five completed Attachments are what constitutes a complete Application.

The complete set of required Attachments is also collectively known as the “Application Packet.”

Attachments for download in OregonBuys and required to be completed as part of the Application are as follows:

• Attachment A “Applicant Information and Certification Sheet,” downloaded from OregonBuys;

• Attachment B “Technical Response,” created by the Applicant in accordance with instructions in the RFA, and required as part of the Application;

• Attachment C “Languages,” downloaded from OregonBuys;

• Attachment D “Responsibility Inquiry,” downloaded from OregonBuys;

• Attachment E “Certified Disadvantaged Business Outreach Plan,” downloaded from OregonBuys.

The following attachment is available for download in OregonBuys but is not required to be completed and submitted as part of the Application:

• Attachment F “Sample Contract”.

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SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION

The State of Oregon, acting by and through the Oregon Department of Human Services (“ODHS”) and its Office of Equity and Multicultural Services (“OEMS”), is issuing this Cooperative Procurement/Request for Applications (“RFA”) under the provisions of Oregon Revised Statute (“ORS”) 279B.060 for qualified Applicants to provide Telephonic Interpreter Services to those referred by ODHS, the Oregon Health Authority (“OHA”), or a Contracted Partner.

ODHS and OHA are the only Participants in this Joint Cooperative Procurement and may be referred to collectively and jointly as “Agency” or “Agencies” in this RFA.

Individuals receiving Services under Contracts awarded from this Joint Cooperative Procurement will be Clients of ODHS, OHA, or a Contracted Partner. The Telephonic Interpreter requirements range from providing scheduled and on-demand services during Client’s office visits to high-volume call center support.

See additional information in Section 2.4 “Overview and Purpose” and details on the scope of the services in Section 3 “Scope of Work/Specifications” below.

ODHS anticipates entering into multiple Contracts, substantially in the form set forth in Attachment F “Sample Contract,” from this RFA with Applicants who successfully meet or exceed its qualifications and who are willing and able to perform the Services of the RFA at the agreed upon rates of pay established during Contract negotiations.

ODHS and OHA makes no guarantee of the amount of Service required from any successful Applicant. Refer to paragraph 3.2.5 for additional information.

The initial term of Contracts awarded under this RFA is anticipated to be five (5) years, based on ODHS and OHA’s satisfaction with the Contractor’s performance and other Program requirements and standards, with options to renew up to a cumulative maximum of ten (10) years.

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1.2 SCHEDULE

The table below represents a tentative schedule of events. All times are listed in Pacific Time, and all dates listed are subject to change.

Event Date Time

Questions or Requests for Clarification Due:

(refer to paragraph 5.3.1)

September 9, 2026 3:00 PM Pacific

Answers to Questions or Requests for Clarification Issued:

(refer to paragraph 5.3.2 )

Usually within five business days from receipt.

Applications Due. RFA Open Date and Time (The closing date and time, when Applications will no longer be accepted) (refer to subsection 5.5)

September 4, 2026 3:00 PM Pacific

Applications reviewed by an Agency Review Committee and a decision issued:

(refer to subsection 6.3)

In most cases, no later than ten business days from the Application’s receipt in OregonBuys

Applicant notified of Review Committee decision:

(refer to subsection 7.1)

In most cases, no later than twenty business days from the Application’s receipt in OregonBuys

1.3 SINGLE POINT OF CONTACT (SPC)

The SPC for this RFA is identified on the Cover Page, along with the SPC’s contact information. Applicant shall direct all communications related to any provision of the RFA only to the SPC, whether about the technical requirements of the RFA, contractual requirements, the RFA process, or any other reason or provision.

SECTION 2: AUTHORITY, DEFINITIONS, AND OVERVIEW

2.1 AUTHORITY AND METHOD

2.1.1 Authority.

2.1.1.1 ODHS is issuing this Solicitation pursuant to its authority under ORS 279A.050 and OAR 125-246-0170(2).

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2.1.1.2 ODHS is issuing this Cooperative RFA for the mutual benefit of ODHS and OHA, its only two Participants, in accordance with OAR 125-246-0400 ”Cooperative Procurement.” It’s issued under the authority of one or more of the following “DAS Delegation: ODHS Tiered Delegation” authorities, as they may be amended: 649-11; REQ-10000-00020924; or ODHS Tiered Delegation REQ-DASOBO-00173381.

2.1.2 Method. ODHS is using its authority under OAR 125-247-0288(2) and DAS Special Procurement REQ-DASOBO-00019979 “Class Special Procurement: Request for Application,” as amended, for these Services.

2.2 DEFINITIONS

2.2.1 GENERAL TERMS

For the purposes of this RFA, capitalized words are defined in this subsection 2.2, in paragraph 2.3.1 below, and in OAR 125-246-0110.

2.2.1.1 “Applicant” means an entity who submits an Application in response to this RFA.

2.2.1.2 “Application” for the purposes of this Solicitation, means the complete response by an Applicant to this RFA in accordance with section 4 “Procurement Requirements,” and consisting of the following Attachments, completed in their entirety by the Applicant, signed when required, formatted as Adobe Acrobat (.pdf) documents, and submitted together as a packet (“Application Packet”) to ODHS through its OregonBuys eprocurement system:

• Attachment A “Applicant Information and Certification Sheet”

• Attachment B “Technical Response”

• Attachment C “Languages”

• Attachment D “Responsibility Inquiry”

• Attachment E “Certified Disadvantaged Business Outreach Plan”

2.2.1.3 “Client” means an individual in need of or using ODHS’ Telephonic Interpreter Services. The individual may be a Client of any of the ODHS or OHA programs, sub-units, commissions, boards, or a Contracted Partner participant.

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2.2.1.4 “Common American Community Survey” or “ACS” means the following languages: Spanish, Vietnamese, Mandarin, Cantonese, Russian, Korean, Ukrainian, Japanese, Arabic, Romanian, Mon-Khmer, Cambodian, Cushite, German, Farsi/Persian, French, and Thai.

2.2.1.5 “Contract” means the legal document issued by ODHS or OHA to a Contractor for the Telephonic Interpreter Services.

2.2.1.6 “Contracted Partner” means a person or organization under a separate Contract, or recipient of a grant, from ODHS or OHA to provide Client-facing services to ODHS or OHA Clients.

2.2.1.7 “Contractor” means the Applicant selected through this RFA with whom the Agency enters into a Contract to perform the Services.

2.2.1.8 “Interpreter” means a qualified individual who provides Interpretation services and renders spoken or signed communication from one language into another accurately, impartially, and in accordance with generally accepted standards, rules, and law. For the purpose of any resulting Contract, Artificial Intelligence (“AI”) shall not be considered an Interpreter, nor shall AI be used to provide any interpretation services under any resulting Contract.

2.2.1.9 “Interpretation,” for the purpose of any resulting Contract, means the process of converting spoken or signed communication from one language into another in real time or near-real time, while preserving the original meaning, tone, and intent.

2.2.1.10 “Language of Lesser Diffusion” or “LLD” means those languages the Agencies have designated below for which there are not many speakers in the US but for which the Agencies may have real language-access needs. Among other definitions, an LLD may be the national language of a small country from which a local population has emigrated, may be spoken by a small ethnic minority such as a refugee population, or may be spoken by an indigenous group. In most situations there is limited availability of Interpreters of those languages, and limited training, hiring, and testing opportunities for those Interpreters of LLD languages.

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Currently, for the purposes of this RFA, the Agencies have designated the following as LLD languages:

Akan, Afrikaans, Albanian, Amharic*, Apache, Armenian, Assyrian, Azerbaijani, Bambara, Bahdini Kurdish, Bengali, Bulgarian, Catalan, Chamorro*, Chin, Chiu-Chow, Chuukese*, Czech, Danish, Dari*, Dinka, Dutch, Ewe, Estonian, Farsi*, Finnish, Flemish, French Canadian, Fukienese, Fulani, Fuzhou, Georgian, German, Greek, Gujarati, Haitian Creole*, Hausa, Hebrew, Hindi*, Hungarian, Ibo, Indonesian, Inupiaq, Iraqi Arabic, Italian, Japanese, Kanjobal*, Kashmiri, Khmer*, K’iche’*, Kinyarwanda*, Kirundi, Korean, Kosrean*, Krio, Kunama, Kurmanji Kurdish, Laotian*, Latvian, Lithuanian, Maay*, Mam* Macedonian, Malay, Malayalam, Marshallese*, Mien, Mixteco*, Mongolian, Moroccan Arabic, Norwegian, Nuer, Oromo, Palauan*, Pashto, Patois, Pinglapese, Pohnpeian*, Portuguese Creole, Punjabi, Samoan, Serbo- Croatian*, Sicilian, Sinhalese, Slovak, Sorani Kurdish, Sudanese Arabic, Swedish, Tagalog, Taiwanese, Tamil, Tewa, Thai*, Tiwa, Tigrinya*, Taishanese, Todos Santos Mam, Tongan* Towa, Ukrainian, Urdu, Uzbek, Wolof, Yapese*, Yoruba, Yupik, Zapotec.

An asterisk indicates a language that is both a Most Frequently Requested Language and a Language of Lesser Diffusion.

2.2.1.11 “Limited English Proficient” or “LEP” means an individual who does not speak English as their primary language, and who has a limited ability to read, write, speak, or understand English.

LEP individuals may be competent in English for certain types of communication, for example speaking or understanding, or in certain environments or around certain subject areas, for example work versus a doctor’s office or a grocery store versus a bank, but still be limited for other purposes such as reading or writing.

2.2.1.12 “Most Frequently Requested Languages” mean the languages the Agencies have defined below that have been most frequently requested by Clients of ODHS and OHA services.

Currently, for the purposes of this RFA, the Agencies have defined the following as being the Most Frequently Requested Languages:

Amharic*, Arabic, Bosnian*, Burmese, Cantonese, Chamorro*, Chin, Chuukese*, Croatian*, Dari*, Farsi*, French, Haitian Creole*, Hindi*, RFA (6263-0) v12 / l.thomas Page 10 of 37

Hmong, Ilocano, Indo-Fijian, Kanjobal*, Karen, Khmer*, K’iche’*, Kinyarwanda*, Korean, Kosrean*, Laotian*, Lingala, Maay*, Mam*, Mandarin, Marshallese*, Mixteco*, Nepali, Oromo, Palauan*, Pohnpeian*, Polish, Portuguese, Rohingya, Romanian, Russian, Samoan, Serbian*, Somali, Spanish, Swahili, Tagalog, Thai*, Tigrinya*, Tongan*, Turkish, Ukrainian*, Vietnamese, Yapese*.

An asterisk indicates a language that is both a Most Frequently Requested Language and a Language of Lesser Diffusion.

2.2.1.13 “OJD” refers to the Oregon Judicial Department

2.2.1.14 “On-Demand” or “As-Needed” means the Telephonic Interpreter Services are needed immediately and shall be provided by the Contractor to the Agency 365-days a year, seven days a week, 24 hours a day, as they are needed by the Agency’s Clients.

2.2.1.15 “Ordering Instructions” means the method ODHS and OHA will use to request Services from a Contractor. The manner and form of the Ordering Instruction shall be negotiated between the parties, and will allow Work to be requested by the Agency through email, by telephone, the internet, or a website portal.

2.2.1.16 “Pre-Scheduled” means Agency has scheduled the Telephonic Interpreter Services in advance using normal Ordering Instructions to specify and schedule Services are to be provided to ensure availability.

When issued and accepted by the Contractor, the Ordering Instruction becomes binding between the Agency and Contractor. Prescheduled Services may be used by the Agency to schedule appointments for Telephonic Interpreter Services to meet rare or least-used language needs.

2.2.1.17 “Services” or “Telephonic Interpreter Services” mean the specific Work that a Contractor shall perform as set forth in the Ordering Instructions, this Contract, and other rules, policies, and procedures as they apply.

2.3 OREGONBUYS

“OregonBuys" is the official online utilized by the State of Oregon and its participating public agencies to manage automated procurement processes from solicitation through to the payment process.

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OregonBuys, the State of Oregon’s eProcurement system, is the only delivery option permitted for this RFA (refer to subsection 5.4 “Application Delivery Options”).

Applications, also referred to as “Quotes” in OregonBuys, shall be submitted electronically through OregonBuys at: https://OregonBuys.gov/bso

You do not need to be registered in OregonBuys to view an RFA; but you do need to be registered as a “Vendor” to download and respond to an RFA

2.3.1 OregonBuys Terminology

2.3.1.1 “Bid” or “Bid Solicitation,” for the purpose of this RFA, means the RFA. The Bid Solicitation number S-10000-00017152 is ODHS’ request for qualified Applicants to submit an Application to provide Telephonic Interpreter Services to ODHS and OHA.

2.3.1.2 “Bid Opening Date” is the date and time after which Applications will no longer be accepted in OregonBuys.

2.3.1.3 “Quote” is the Applicant’s Application submitted in response to this RFA.

2.3.1.4 “Vendor” refers to the public or private entity that registers in OregonBuys to respond to the RFA or view awarded Contracts and Agreements.

2.3.2 OregonBuys Resources:

2.3.2.1 For Assistance with OregonBuys (Vendor Help Desk):

Email: support.oregonbuys@das.oregon.gov Phone: 1-855-800-5046

2.3.2.2 For information on how to register as a Vendor in OregonBuys:

https://www.oregon.gov/das/ORBuys/Documents/SupplierRegistrationQuickSt eps.pdf

2.3.2.3 For guidelines on how to find an open or closed Bid Solicitation in OregonBuys:

https://www.oregon.gov/das/ORBuys/Documents/How%20to%20find%20open %20or%20closed%20bids.pdf

2.3.2.4 Detailed instructions on how to submit an Application (“Quote”) in OregonBuys:

https://www.oregon.gov/das/ORBuys/Documents/OregonBuys%20Vendor%20 Formal%20Solicitation%20Response.pdf mailto:support.oregonbuys@das.oregon.gov https://www.oregon.gov/das/ORBuys/Documents/SupplierRegistrationQuickSteps.pdf https://www.oregon.gov/das/ORBuys/Documents/SupplierRegistrationQuickSteps.pdf https://www.oregon.gov/das/ORBuys/Documents/How%20to%20find%20open%20or%20closed%20bids.pdf https://www.oregon.gov/das/ORBuys/Documents/How%20to%20find%20open%20or%20closed%20bids.pdf https://www.oregon.gov/das/ORBuys/Documents/OregonBuys%20Vendor%20Formal%20Solicitation%20Response.pdf https://www.oregon.gov/das/ORBuys/Documents/OregonBuys%20Vendor%20Formal%20Solicitation%20Response.pdf

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2.4 OVERVIEW AND PURPOSE

2.4.1 Agency Overview

2.4.1.1 The Oregon Department of Human Services (“ODHS”) is Oregon’s principal agency for helping Oregonians achieve well‑being and independence. It provides direct services to more than 1 million people each year, serving as a key safety net for individuals across the state’s diverse communities. Through their Programs, ODHS ensures that eligible individuals can access health coverage through programs like the Oregon Health Plan (“OHP”).

2.4.1.2 The Oregon Health Authority (“OHA”) is the principal agency for health in Oregon. OHA leads efforts to lower and contain healthcare costs, improve qualify, and increase access to healthcare in order to enhance the lifelong health of Oregonians.

2.4.1.3 ODHS and OHA work collaboratively, managing social services and eligibility for health and safety programs that focuses primarily on health care.

2.4.2 Project Overview and Background

2.4.2.1 In previous years, ODHS and OHA procured and awarded telephone-based interpreter service Contracts to multiple vendors under a previous RFA.

Contracts that were awarded under the previous solicitation will expire on September 30, 2026, and can no longer be extended. The Contracts awarded under this RFA will replace those awarded under the previous solicitation.

Because ODHS and OHA continue to have a frequent and ongoing need to procure telephone-based interpreter services in all areas of Oregon, a determination was made to procure Telephonic Interpreter Services jointly through this Cooperative RFA. ODHS and OHA programs will be required to use the resulting Contracts for Telephonic Interpreter Services, unless the program obtains prior approval for unusual circumstances through an exception process to be established by the Agencies.

2.4.2.2 Successful Applicants shall provide Telephonic Interpreter Services on an On- Demand or As-Needed basis, 365 days a year, seven days a week, 24 hours a day, for individuals with LEP needing instantaneous Interpreter assistance.

Exceptions to this requirement can be made by the Agency for Contractors who are responding to Ordering Instructions for LLD.

2.4.2.3 Services are anticipated to be used primarily in different governmental settings to assist Agencies in meeting the needs of LEP individuals who are physically in the government office or who call in for assistance; or providing information to

RFA (6263-0) v12 / l.thomas Page 13 of 37 a client or a client receiving services provided by a Contracted Partner in the Contractor’s place of business, which may be a private residence or in a community-setting.

SECTION 3: SCOPE OF WORK/SPECIFICATIONS

3.1 PURPOSE

ODHS and OHA are seeking multiple Contractors to provide On-Demand or As-Needed Telephonic Interpreter Services for individuals with LEP needing instantaneous Interpreter assistance. Contractor shall also be required to provide:

3.1.1 Pre-Scheduled telephone-based Interpreter services in accordance with subsection 3.9 “Pre-Scheduled Services,” below;

3.1.2 Assistance in identifying the spoken languages of Clients;

3.1.3 Listening to and Interpretation of voicemail and related Client language identification services;

3.1.4 Sight-translating selected documents from one language to another.

3.2 OVERVIEW AND REQUIREMENTS

3.2.1 Services may be used in different settings to assist ODHS and OHA or a Contracted Partner in meeting the needs of LEP individuals who are onsite, most likely in a government office, who call in for assistance, or are at a Contracted Partner’s place of business, which may be a private residence or in a community-setting.

3.2.2 No Artificial Intelligence (“AI”) or AI tools shall be used in support of or in place of a human Interpreter. AI shall not be considered an Interpreter, nor shall AI be used to provide any interpretation services under any resulting Contract.

3.2.3 ODHS and OHA will reimburse the Contractor for services only when provided as described in this RFA and the resulting Contract, and authorized by Agency-issued Ordering Instructions. ODHS and OHA makes no guarantee that any specific level of Work will be needed, required, or requested, or overall dollar amounts guaranteed to a specific Contractor, will be authorized by the Agencies.

3.2.4 Subscription services are not acceptable for this RFA and its resulting Contracts. These services will be paid for by multiple individual programs

RFA (6263-0) v12 / l.thomas Page 14 of 37 under many different funding sources. Contractor must be able to provide specific itemized billing by paying unit as described in subsection 3.8 “Accounting.”

3.2.5 ODHS and OHA does not guarantee uniform distribution of work assigned under any Contract awarded as a result of this RFA. Work may be assigned based on factors such as cost of service, capacity, software integration, specific availability, familiarity of process, prior history with certain clients, feedback from previous work, and other factors and circumstances. ODHS and OHA maintain the right to reject any individual Interpreter from providing services to any Client at any time if determined by ODHS or OHA to be in the best interest of the Client or the best interests of ODHS. OHA, or the State of Oregon.

3.3 INTERPRETER QUALIFICATIONS

3.3.1 Contractor shall have written policies for ensuring its Interpreters meet or exceed the required credentials, qualifications, and requirements for providing Telephonic Interpreter Services in the Interpretive Categories selected for the Interpreter, as defined in subsection 3.4 “Interpretive Categories and Requirements,” below.

3.3.2 Contractor shall only assign an Interpreter work, and Interpreter will only accept work, in those Interpretive Categories in which the Interpreter has met or exceeded its requirements, as certified by the Contractor.

3.3.3 Contractor shall maintain evidence and documentation of all certification, registration, required attendance, training records, and any other material, of both past qualifications and current, that provides evidence of an Interpreter’s qualifications to provide work in the Interpreter Categories in which the Interpreter has been or is certified by the Contractor.

Documentation shall be maintained in the Interpreter’s personnel file and made available to ODHS or OHA upon request.

The documentation of the Interpreter’s qualifications is considered “Records” and shall be maintained by the Contractor in accordance with Attachment F “Sample Contract,” Exhibit B “Standard Terms and Conditions,” paragraph 14 “Records Maintenance, Access.”

3.3.4 Contractor’s Interpreters shall comply with all applicable ORS’s, OAR’s, regulations, and established guidelines and protocols, including but not limited to the following, as they apply:

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3.3.4.1 ORS Chapter 40 “Evidence Code,” ORS 40.325 “Interpreters.” Also known as “Rule 604 of the Oregon Evidence Code”;

3.3.4.2 ORS Chapter 45 “Testimony Generally,” ORS 45.272 through ORS 45.297;

3.3.4.3 ORS Chapter 413 “Oregon Health Authority,” ORS 413.550 through ORS 413.560;

3.3.4.4 OAR 333-002-0000 through OAR 333-002-0230 regarding the Health Care Interpreter program;

3.3.4.5 “National Standards of Practice for Interpreters in Health Care,” issued by the National Council on Interpreting in Health Care (“NCIHC”);

3.3.4.6 “A National Code of Ethics for Interpreters in Health Care,” issued by the

NCIHC;

3.3.4.7 “Code of Professional Responsibility for Interpreters in the Oregon Courts,” issued by the Oregon Office of the State Court Administrator;

3.4 INTERPRETIVE CATEGORIES AND REQUIREMENTS

3.4.1 Contractor’s Interpreters, whether employed, subcontracted, or providing services on a voluntary basis, regardless of language or dialect, shall be certified by the Contractor to provide services specifically in one or more of the following Interpretive Categories. Contractor shall certify that the Interpreter has met or exceeded the requirements and qualifications of this subsection 3.4 prior to the Interpreter providing any services in any category.

3.4.1.1 Court Certified Category

Court Certified Interpreters demonstrate full professional competence in all modes of court interpretation and are presumed capable of handling any court proceeding, including complex criminal trials.

Interpreters who provide service in the Court Certified Interpreter category shall be certified as such by OJD.

3.4.1.2 Court Registered Category

Court Registered Interpreters demonstrate ethical and foundational knowledge, but not full oral proficiency in courtroom interpreting. They are primarily used when no Certified Interpreter exists for that language.

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Interpreters who provide service in the Court Registered category shall be certified as such by OJD.

3.4.1.3 Court Certified Reciprocity Category

Court Certified Reciprocity Interpreters are from another member-state of the National Center for State Courts (“NCSC”) that administers the Consortium for State Court Interpreter Certification/Council of Language Access Coordinators exams, and has passed the “Certified” exam.

Interpreters who provide services as Court Certified Reciprocity Interpreters shall be certified as such by the OJD.

3.4.1.4 Court Qualified Interpreter Category

Interpreters who provide services in the Court Qualified Interpreter category may be interpreters for all languages not spoken by Court certified interpreters.

Interpreters who provide services as Court Qualified Interpreters shall be designated as such by the OJD.

3.4.1.5 Qualified Health Care Interpreter Category

Interpreters who provide services in the Qualified Health Care category shall have a valid and current Letter of Qualification issued by OHA in accordance with OAR 333-002-0140, and be listed on the central registry maintained by OHA and their Health Care Interpreter program.

3.4.1.6 Certified Health Care Interpreter Category

Interpreters who provide services in the Certified Health Care category shall have a valid and current Letter of Certification issued by OHA in accordance with OAR 333-002-0150, and be listed on the central registry maintained by OHA and their Health Care Interpreter program.

3.4.1.7 Governmental Conversational Interpreter (“GCI”) Category

3.4.1.7.1 For all language services that do not require the use of a Court Certified, Court Registered, Court Certified Reciprocity, Court Qualified, Qualified Health Care, or a Certified Health Care Interpreter, the Interpreter may be certified by the Contractor to perform services in the Governmental Conversational Interpreter (“GC” or “GCI”) category. This category will allow Clients in Oregon to have meaningful access to government programs and activities.

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3.4.1.7.2 Among other requirements, the Contractor shall certify the GC Interpreter has received adequate orientation to and has sufficient knowledge of ODHS and OHA social and health service systems, programs, concepts, and vocabulary.

3.4.1.7.3 GC Interpreters may be used in non-legal conversational settings, and in exigent circumstances that are primarily administrative-type proceedings.

3.4.1.7.4 GC Interpreters may be used who do not have the factors which would place them in the Court Certified, Court Registered, Court Certified Reciprocity, Court Qualified, Qualified Health Care, or a Certified Health Care Interpreter category.

3.4.1.7.5 A Court Certified, Court Registered, Court Certified Reciprocity, Court Qualified, Qualified Health Care, or a Certified Health Care Interpreter may provide GCI Services; however, ODHS and OHA will only pay for the category of service authorized on the Ordering Instrument.

3.4.2 All providers of service in the Court Certified, Court Registered, and Court Certified Reciprocity Interpretive categories are required to have and maintain current certification issued by OJD and their Office of State Court Administrator, prior to being certified by the Contractor to provide any Interpretive Services under this Contract.

All providers of service in the Court Qualified Interpreter Category are required to have and maintain current credentialing by OJD and their Office of State Court Administrator, prior to being certified by the Contractor to provide any Interpretive Services under this Contract

3.4.3 All providers of service in the Qualified Health Care and Certified Health Care Interpreter categories are required to meet or exceed the requirements of, and provide Services in accordance with, OAR 333-002- 0000 through OAR 333-002-0230 prior to being certified by the Contractor to provide any Interpretive Services under this Contract.

3.4.4 The Contractor shall certify that their Interpreters providing services in the Governmental Conservational Interpreter category are fully and adequately trained and qualified to provide services prior to providing any Interpretive Services under this Contract.

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3.5 CONFIDENTIALITY STATEMENT

Applicants shall have and maintain in the Interpreter’s personnel file a signed and dated Confidentiality Statement for each Interpreter, whether employed, subcontracted, or providing services on a voluntary basis. The Confidentiality Statement shall be signed prior to any Interpreter providing Interpreter Services under this Contract. The Confidentiality Statement shall include an acknowledgement that the Interpreter has read and understands the language of Exhibit A Part 3 “Special Provisions,” Section 1 “Confidentiality of Information” of Attachment F “Sample Contract.”

3.6 INTERPRETER EQUIPMENT AND FACILITY

3.6.1 Successful Applicants shall have all necessary equipment, installed and fully functional, to provide the Services required upon Contract execution.

3.6.2 Applicants shall have telephone terminal equipment with expansion capabilities to accommodate an increase in call volume as needed.

3.6.3 Applicant’s telephone terminal equipment shall be capable of collecting the detailed call traffic information needed to produce the required reports, as defined in subsection 3.13 “Quarterly Reporting.”

3.6.4 Telephonic Interpreter Services for the Most Frequently Requested Languages must be provided within the United States from a professional facility or a professional home-based office with limited background noise and no interruptions.

3.6.5 Telephonic Interpreter Services for LLD and other languages that are the most difficult to source may be performed by an Interpreter from outside of the United States if certified by the Contractor and provided from a professional facility or professional home-based office with limited background noise and no interruptions, and only in cases where an Interpreter from within the United States is not available.

3.7 LANGUAGES

3.7.1 The Most Frequently Requested Languages, as defined by the Agencies, includes but are not limited to those defined in subparagraph 2.2.1.12 “Most Frequently Requested Languages,” above. Rates paid for Interpretation Services by the Agencies for the Most Frequently Requested Languages are expected to be identical or near-identical.

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3.7.2 The Languages of Lesser Diffusion that are in high demand and the most difficult to source, includes but are not limited to those defined in subparagraph 2.2.1.10 “Language of Lesser Diffusion,” above, or as defined by the Applicant as an additional available language on Attachment C “Languages, as part of their Proposal. Rates paid for LLD Interpretation Services by the Agencies or languages most difficult to source are expected to vary based on factors including those negotiated during Contract negotiations between the successful Applicant and the Agencies.

3.8 ACCOUNTING

3.8.1 Contractor shall establish separate master or parent accounts for ODHS and OHA, and each master or parent account shall have its own unique account number. The ODHS and OHA Contract Administrators are the primary contacts for the resulting Contract, depending on the origin of the request for service.

3.8.2 Contractor shall provide multiple sub-accounts for the various programs, sub-units, commissions, boards, and Contracted Partners identified by the Agencies that require access to Telephonic Interpreter Services. Each sub-account shall have its own unique sub-account number assigned by the Contractor and used for billing and communications.

3.8.3 ODHS and OHA shall provide the Contractor with the name and contact information for representatives for each of the sub-accounts. Unless specifically notified otherwise, the ODHS and OHA Contract Administrators have delegated responsibility to the sub-account representatives for issuing Ordering Instructions, and reviewing, reconciling, approving, and processing Contractor’s monthly invoices. Primary Contract Administration responsibilities remain with the ODHS and OHA Contract Administrator.

3.8.4 Contractor shall send invoices and required documentation for each sub-account to the sub-account representatives for services provided in each calendar month, to be received by ODHS and OHA no later than the 15th day of the month following the service-month.

3.8.5 Invoices and required documentation shall be submitted to the ODHS and OHA sub-account representatives by email; or, as an alternative, an email to alert the sub-account representative that an invoice is available, and includes a ‘link to login,’ or similar, if appropriate.

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3.9 PRE-SCHEDULED SERVICES

3.9.1 Pre-Scheduled Services shall be clearly identified on all Ordering Instructions, acknowledgments, invoices, and correspondence.

3.9.2 ODHS and OHA may define specific requirements for Pre-Scheduled Services, and may choose to informally compete the requirements among the Agency’s various Telephonic Interpreter Services Contractors. Agency may, at their sole discretion, determine which Contractors will be solicited for an informal quote, and may award the Work to a Contractor whose quote the Agency considers most advantageous relative to language, cost, and other considered factors.

3.10 CONNECTION

3.10.1 Contractor shall provide toll-free access to their Services 365 days a year, seven days a week, 24 hours a day, except for LLD where access or availability may be limited.

3.10.2 On average, Contractor must answer at least 95% of all incoming calls within five seconds of the call starting to ring at the Contractor’s location.

The call may be answered by an automated attendant, but the Client must be given an option, either by voice prompt or keypad selection, to speak with a live operator or customer service representative. If the Client opts for a live operator or customer service representative, connection must occur within ten seconds of the Client’s selection.

3.10.3 On average, Contractor must be available for Interpretation at a rate of 95% or greater within 30 seconds of the Client’s language being identified.

Once services begin, the call cannot be placed on hold or put into a queue of any kind.

3.10.4 Contractor is encouraged to provide the option to support call-in numbers, where members of the public or an ODHS or OHA Client’s relatives can call to be connected directly to an Interpreter, who then connects directly to the requested ODHS or OHA program.

3.11 INTERPRETATION REQUIREMENTS

3.11.1 The Interpreter shall identify themselves to all parties and provide any required identifying information, such as an Interpreter number, call number, etc.

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3.11.2 While providing Telephonic Interpretation Services, the Interpreter shall:

3.11.2.1 Remain neutral in the conversation unless prompted by Agency with additional instructions;

3.11.2.2 Speak in the first-person;

3.11.2.3 Use the utmost courtesy when conversing with the Client;

3.11.2.4 Respect cultural differences of the Client;

3.11.2.5 Refrain from disagreeing with the Agency or the Client;

3.11.2.6 Not unilaterally disconnect the call before the conversation is completed; and

3.11.2.7 Accurately interpret the Client’s and Agency’s statements and relay the message in its entirety with the meaning preserved throughout the conversation. Information shall not be edited or deleted, which may erroneously change the meaning of the Client’s or Agency’s statements or intent.

3.11.3 All conversations and interpretations between the Contractor, Interpreter, Agency or Contracted Partner, and Client shall remain confidential and will not be shared with individuals unrelated to the call unless specifically approved, in writing, by the ODHS or OHA Contract Administrator.

Contractor may record calls for quality assurance and training purposes, but the recordings shall be considered confidential personal information and not be shared with any party unless specifically authorized in writing by the Agency’s primary Contract Administrator.

3.12 QUESTION AND RESPONSE CRITERIA.

Contractor’s response to Agency questions and concerns will be handled as expeditiously as possible in accordance with the following criteria.

3.12.1 Questions of concern:

A written response to ODHS or OHA questions of concern is due within three business days from receipt of the question. If the response is incomplete at response due time, the response due from the Contractor will be an update of steps taken thus far to answer the Agency’s questions, along with an estimated completion date. If a complete response is not

RFA (6263-0) v12 / l.thomas Page 22 of 37 provided within seven business days from initial contact, at the Agency’s request, Contractor shall provide a senior managerial contact to escalate the request.

3.12.2 Request for materials

Instructional materials shall be sent to the Agency within two business days of receiving the request, at no cost to the State. Contractor shall not provide marketing or promotional materials directly to any individual staff without prior written approval from the ODHS or OHA Contract Administrator, depending on the origin of the request.

3.12.3 All other questions and requests.

Time requirements for responses to all other types of questions or requests will be negotiated individually between Agency and the Contractor, but in no case shall it exceed seven business days from receipt of the question or request unless both parties agree on a time extension.

3.13 QUARTERLY REPORTING

3.13.1 Contractor shall email, or make available online, to the ODHS and OHA Contract Administrators a quarterly report, based on services provided in 3-monthly calendar quarters (January through March; April through June; July through September; and October through December).

3.13.2 The quarterly report shall be received or made available to the Agency Contract administrators no later than the 20th calendar day of the month following the end of the calendar quarter.

3.13.3 The quarterly report shall include, at a minimum, the following:

3.13.3.1 The information as it will be determined in Contract negotiation and listed in Attachment F “Sample Contract,” Exhibit A Part 2 “Payment and Invoicing,” as it may be amended;

3.13.3.2 A listing of all unpaid, past-due, and outstanding invoices that remain outstanding, past-due, or unpaid.

3.14 INSTRUCTIONAL MATERIALS

3.14.1 Contractor shall provide instructional materials at no additional charge to assist Agency end-users in accessing the Services provided under this Contract. Materials should include language identification materials such as “I Speak” cards and procedural information for accessing the Services.

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Prior to any material distributed or provided by the Contractor, all materials shall have specific written approval and permission from the Agency’s Contract Administrators.

3.14.2 Sample informational posters shall be provided free of charge to the Agency for approval and possible editing in order to match local languages or needs.

3.14.3 Instructional materials shall be readily available to the Agency, at no cost to the Agency, throughout the term of this Contract.

3.15 EMERGENCY MANAGEMENT PLAN

3.15.1 Contractor shall have in place an Emergency Management Plan (“EMP”) to guarantee continued services or, at a minimum, service with limited disruptions, during and following natural disasters or other potentially disrupting events, such as earthquakes, power outages, etc.;

3.15.2 Contractor shall have an emergency notification system to be used for immediate crisis communications. The system must be capable of efficiently sending notifications via phone and or email to the Agency prior to, during, and after a crisis or emergency, 365 days a year, seven days a week, 24 hours a day;

3.15.3 Exceptions may be allowed by the Agency for providers of LLD;

3.15.4 Contractor shall provide a copy of the current EMP to ODHS and OHA upon request.

3.16 QUALITY ASSURANCE PLAN

3.16.1 Contractor shall have a Quality Assurance Plan (“QAP”), acceptable to ODHS and OHA, that describes a method for monitoring, tracking, and assessing the quality of Services provided under this Contract. The QAP must also describe how the Contractor will identify and resolve issues related to interpreter quality and performance, as well as Agency initiated concerns and complaints.

3.16.2 Contractor shall provide a copy of the current QAP to ODHS and OHA upon request.

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SECTION 4: PROCUREMENT REQUIREMENTS

4.1 MINIMUM REQUIREMENTS

To be considered, Application must demonstrate how the Applicant meets the requirements of this subsection 4.1 by following the instructions in subsection 4.4 “Attachment Requirements,” below.

4.1.1 Applicant has a minimum of three years’ experience providing Telephonic Interpreters Services to state or local government entities on a 365-days a year, seven-day a week, 24-hour a day basis. Exception may be made for providers of LLD;

4.1.2 Applicant, as of the date of the Application, has provided an average of 100,000 minutes of Telephonic Interpreters Services calls each calendar month in the previous 12-month period. Exceptions to this requirement shall be considered for providers of LLD;

4.1.3 Applicant has the ability to submit and provide specific itemized billings for multiple sub-accounts for the various programs, sub-units, commissions, boards, and Contracted Partners identified by the Agency that requires access to Telephonic Interpreter Services. Each sub-account requires its own unique sub-account number assigned by the Contractor, each with its own Contract sub-Administrator.

4.2 MINIMUM SUBMISSION REQUIREMENTS

To be considered for review, the Application must contain each of the following five Attachments, further detailed in subsection 4.4 “Attachment Requirements,” below.

These five Attachments, completed and submitted together by the Applicant and received by ODHS through OregonBuys, is what constitutes a complete Application.

4.2.1 Attachment A “Applicant Information and Certification Sheet,” downloaded from OregonBuys and further described in paragraph 4.4.1, below;

4.2.2 Attachment B “Technical Response,” a form created and completed by the Applicant in accordance with paragraph 4.4.2, below, explains how the Applicant meets the minimum requirements as defined in subsection 4.1 “Minimum Requirements,” above, and requires responses to other questions relative to the Work of the RFA.

4.2.3 Attachment C “Languages,” a form downloaded from OregonBuys and further described in paragraph 4.4.3, below.

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4.2.4 Attachment D “Responsibility Inquiry,” downloaded from OregonBuys and further described in paragraph 4.4.4, below.

4.2.5 Attachment E “Certified Disadvantaged Business Outreach Plan,” downloaded from OregonBuys and further described in paragraph 4.4.5, below.

4.3 APPLICATION FORMAT, QUANTITY, AND APPLICATION INFORMATION

The complete Application consists of the completed attachments listed in subsection

4.2 “Minimum Submission Requirements,” either downloaded from OregonBuys or created by the Applicant, completed in accordance with the instructions in subsection

4.4 “Attachment Requirements”; then, together, formatted into an Adobe Acrobat (.pdf) document and submitted to ODHS through OregonBuys.

4.4 ATTACHMENT REQUIREMENTS

The Application must include the five Attachments listed in subsection 4.2 “Minimum Submission Requirements,” completed according to the following instructions.

Application should not include extensive artwork, unusual printing, or other materials not essential to the utility and clarity of the Application. Do not include marketing or advertising material in the Application; Applications containing unsolicited marketing or advertising material may be considered non-Responsive and not considered further.

4.4.1 ATTACHMENT A “APPLICANT INFORMATION AND CERTIFICATION

SHEET”

Applicant shall download Attachment A “Applicant Information and Certification Sheet” from OregonBuys.

4.4.1.1 Applicant shall read and complete the information requested on Attachment A.

4.4.1.2 Attachment A must bear the Applicant or the Applicant’s authorized representative’s Signature to certify to its truth and accuracy. Failure of the Applicant or the Applicant’s authorized representative to sign Attachment A may result in rejection of the Application as non- Responsive and the Application not considered further.

4.4.1.3 Applicant shall format the completed Attachment A as an Adobe Acrobat (.pdf) document, and submit the entire form in OregonBuys as the first part of the Application Packet.

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4.4.2 ATTACHMENT B “TECHNICAL RESPONSE”

Attachment B “Technical Response” is created and completed by the Applicant in accordance with the following requirements.

4.4.2.1 Applicant shall create Attachment B using 12-point Noto Sans, Noto Serif, Aptos Sans, or Aptos Serif font, with reasonable page margins and lines reasonably spaced. Applicant shall clearly and prominently display the following at the top of each page of Attachment B:

• The Applicant’s name;

• “Attachment B ‘Technical Response”;

• A sequential page number relative to Attachment B only (may be formatted into the document footer, if preferred); and

• “RFA S-10000-00017152.”

4.4.2.2 For the first part of Attachment B, Applicant shall provide detailed information to describe how they meet or exceed the minimum requirements as defined in subsection 4.1 “Minimum Qualifications” by responding to the following questions The response should be descriptive and provide enough information for the ODHS and OHA Review Committee to make a reasonable decision on whether the Applicant meets or does not meet the minimum requirements of this

RFA.

Responses shall clearly identify the subparagraph number it’s responding to, 4.4.2.2.1, 4.4.2.2.2, or 4.4.2.2.3.

4.4.2.2.1 Paragraph 4.1.1 requires a minimum of three years’ experience providing Telephonic Interpreters Services to state or local government entities on a 365-days a year, seven-day a week, 24-hour a day basis. Describe in detail how you have met this requirement.

If you provide LLD, also please describe that work and the experience gained that would be relevant to the requirements of paragraph 4.1.1.

4.4.2.2.2 As of the date of the Application, paragraph 4.1.2 requires the Applicant to have provided an average of 100,000 minutes of Telephonic Interpreters Services calls each calendar month in the previous 12-month period. Describe in detail how you have met this requirement.

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If you provide LLD, also please describe that work and the average number of minutes of providing that service each month over the previous 12-month period, and how it related to the requirements in paragraph 4.1.2.

4.4.2.2.3 Paragraph 4.1.3 requires the Applicant to have…