Senior_Non-Emergency_Medical_Transportation_Services_(Addendum_#2_Revision).pdf

COUNTY OF ORANGE

OC COMMUNITY RESOURCES

REQUEST FOR PROPOSAL (RFP)

FOR

SENIOR NON-EMERGENCY MEDICAL TRANSPORTATION

SERVICES

RFP NO. RFP 012-2831101-RG

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https://secure.procurenow.com/portal/ocgov https://secure.procurenow.com/portal/%7bproject.government.code%7d

County of Orange RFP

OC Community Resources - Senior Non-Emergency Medical Transportation Services, RFP 012-2831101-RG

County of Orange

OC Community Resources

Procurement and Contract Services

County Administration South

Santa Ana, CA

92701

SCHEDULE OF ACTIVITIES

Release of RFP Solicitation September 9, 2026

Question Submission Deadline September 24, 2026, 2:00pm

RFP Submittal Closing October 23, 2026, 2:00pm

PROPOSALS MUST BE RECEIVED ON

OR BEFORE

Friday, October 23, 2026

2:00 pm

SECTIONS

SECTION 1. INTRODUCTION AND INSTRUCTIONS TO RESPONDENTS

SECTION 2. PROTEST PROCEDURES

SECTION 3. SCOPE OF SERVICES

SECTION 4. SCORING CRITERIA

SECTION 5. PROPOSAL RESPONSE REQUIREMENTS

SECTION 6. OCLSB AND DVBE PREFERENCE POLICIES CERTIFICATION

REQUIREMENTS

Attachments:

A - Attachment A - Model Contract revised, 10.7.2026

B - EXHIBIT 1-1 - SNEMT PROGRAM GUIDE - revised 10.6.2026

C - Exhibit 2 - Planning Estimates

D - Exhibit 3 - SNEMT Cooperative Agreement

SECTION 1. INTRODUCTION AND INSTRUCTIONS TO RESPONDENTS

1.1 INTRODUCTION

The County of Orange (County), through OC Community Resources/Office on Aging (OoA), is soliciting proposals from qualified organizations to provide Senior Non-Emergency Medical

Transportation (SNEMT) services for eligible older adults residing in Orange County.

The County intends to award one or more contracts to qualified organizations capable of delivering safe, reliable, accessible, and customer-focused Senior Non-Emergency Medical Transportation services in accordance with the requirements set forth in this solicitation, Model Contract, Scope of Work, and SNEMT Program Guide that is attached hereto as Exhibit 1, which are incorporated by reference.

1.2 FUNDING SOURCE

The SNEMT Program is funded through the Tobacco Settlement Revenue (TSR) and Measure M2 funds. Funding under this solicitation is contingent upon the continued availability of these funding sources, annual appropriations, and approval by the Orange County Board of Supervisors.

Estimated Funding for each Service Area is identified in Exhibit 2 – Planning Estimates by Service

Area and is provided for planning purposes only. The County reserves the right to modify funding allocations, negotiate final contract amounts based on available funding, service demand, and program priorities.

Applicants may propose for one or multiple service areas requested in this RFP. A separate proposal is required for each service area, and each will be scored based on the established criteria for that service component.

1.3 COUNTY HOLIDAYS DURING SOLICITATION PERIOD

During this solicitation period, the County will be closed on the following County holidays -https://hrs.oc.gov/employee-relations/employee-resources

1.4 CLIENT TRANSFERS TO SUBSEQUENT CONTRACTOR

In the event that an existing service provider of SNEMT services will not be receiving a contract award as a result of this solicitation, that provider shall be required to transfer its clients to the new

Contractor(s) in its respective Service Area.

Any newly awarded Contractor(s) shall cooperate fully in the transition of existing clients during the 30 to 45-day period preceding the June 30, 2027 contract expiration. The transition shall include coordination with the outgoing Contractor, transfer of client records, client notification, and participation in County-led transition meetings to ensure continuity of services.

1.5 INSTRUCTIONS TO APPLICANTS AND PROCEDURES FOR SUBMITTAL

A. Responses are to be uploaded via the County's eProcurement Portal at https://procurement.opengov.com/portal/ocgov. For assistance on uploading Response https://hrs.oc.gov/employee-relations/employee-resources https://procurement.opengov.com/portal/ocgov via County’s eProcurement Portal, please contact procurement-support@opengov.com or https://help.procurement.opengov.com/en/

B. Examine the Contract Documents and the site of the proposed work carefully before submitting a Response for the work contemplated. Investigate the conditions to be encountered, as to the character, quality, and quantities of work to be performed and materials to be furnished and as to the requirements of all Contract Documents.

The County has attempted to provide all information available. It is the responsibility of each Applicant to review, evaluate, and, where necessary, request any clarification prior to submission of a Response. If any person contemplating submitting a response to this

Request for Proposal (RFP) is in doubt as to the true meaning of any part of the solicitation documents attached hereto or finds discrepancies in or omissions from the specifications, they may submit a written request for clarification/interpretation to the County Deputy

Procurement Agent (DPA) via the County’s eProcurement Portal under the bid page for this solicitation.

If clarification or interpretation of this solicitation is considered necessary by County, an addendum shall be issued, and the information will be posted via the County’s eProcurement Portal. Any interpretation of, or correction to, this solicitation shall be issued by the DPA. It is the responsibility of each Applicant to periodically check the County’s eProcurement Portal to ensure that they have received and reviewed any and all addenda to this solicitation.

The County will not be responsible for any other explanations, corrections to, or interpretations of the documents, including any oral information. If an addendum is issued, Applicants must acknowledge the addendum via the County’s eProcurement Portal.

All questions or requests for interpretations must be received within this solicitation by Thursday, September 24, 2026, before 2:00 pm. The DPA will provide all official communication concerning this solicitation. Any County response relevant to this solicitation other than through or approved by the DPA is unauthorized and will be considered invalid.

C. Responses must be valid for a period of at least three hundred sixty-five (365) calendar days from the closing date and time of receipt. No Response may be withdrawn after the submission date.

D. Each Applicant must submit their response electronically via the County’s eProcurement

Portal.

E. All pages must be numbered and identified sequentially by section. Proposals must be tabbed and indexed in accordance with the information requested in the Proposal Response

Requirements Section. It is imperative that all Applicants comply, exactly and completely, with the instructions set forth herein. All responses to this solicitation shall be type written mailto:procurement-support@opengov.com https://help.procurement.opengov.com/en/ or word-processed (except where otherwise provided or noted), concise, straightforward, and must fully address each requirement and question. Although not as a substitute for a complete written response, additional material, such as technical documents, may be referenced in any response if the material is included in the same section as additional information.

F. Responses are not to be marked as confidential or proprietary. The County may refuse to consider any Responses so marked. All Responses and supporting documents will be subject to the provisions of the California Public Records Act (California Code

Government Code 7920.000 et seq.) (PRA) and will be disclosed or withheld in accordance therewith. The County shall not be liable in any way for disclosure of any such records.

Additionally, all Responses shall become the property of the County.

Applicants should not request that certain information be treated as exempt, and statements in the Responses should not be marked as confidential or proprietary. In the event that any information is marked as confidential or proprietary, as it may be absolutely necessary, Applicants have the sole responsibility of obtaining any applicable injunctive reliefs to prevent the disclosure of such confidential proprietary information in connection with any request made to County pursuant to PRA or a subpoena for disclosure of such information.

G. Each Applicant shall exercise reasonable care and diligence to avoid submitting a Response that could result in a conflict of interest if Applicant were to be selected. This obligation shall apply to the Applicant, the Applicant’s employees, agents, and relatives, sub-contractors, and third parties associated with accomplishing work and services in response.

In the event Applicant has done work for the County on this Project in the past or has reason to believe that a conflict of interest may exist for Applicant in regard to this Project, Applicant should consult with its legal counsel prior to responding to this solicitation. Any

Applicant who is found to have an actual conflict of interest may have its response rejected on that ground.

Applicant, its employees and/or consultants may be subject to the provisions of the

California Political Reform Act of 1974 (the “Act”), which (1) requires such persons to disclose any financial interest that may be materially affected by services provided under this Contract, (2) prohibits such persons from making, or participating in making, decisions that could reasonably affect such interest; and (3) may require the filing a Statement of

Economic Interest (Form 700).

If subject to the Act, Applicant shall conform to all requirements of the Act. Failure to do so shall constitute a material breach and is grounds for immediate termination of the

Contract by County. Applicant shall indemnify and hold harmless County for any and all claims for damages resulting from Applicant’s violation of this Section.

H. By submitting a response, the Applicant represents that it thoroughly examined the

County’s requirements, is familiar with the services required under this solicitation and is qualified and capable of providing the services to achieve the County’s objectives.

I. Each Applicant must submit its response in strict accordance with all requirements of this solicitation and compliance must be stated in the response. Deviations, clarifications and/or exceptions must be clearly identified and listed separately as alternative items on additional information section for the County’s consideration as specified in the

Response Requirements Section, “Statement of Compliance.”

Note: Allow sufficient time to upload all required files. The County’s eProcurement Portal will not allow any uploads after the due date and time specified herein, e.g., if Part 1 and 2 uploaded successfully at 1:58:38 P.M. and Part 3 is in progress of being uploaded at 2:00:01

P.M., Part 3 will not upload successfully.

J. Pre-contractual expenses are not to be included in the Cost Proposal, Attachment B, Pricing and Compensation. Pre-contractual expenses are defined as including, but not limited to, expenses incurred by the Applicant in: a) preparing the response to this solicitation; b) submitting that response to the County; c) negotiating with the County any matter related to the Applicant’s response; and d) any other expenses incurred by the Respondent prior to the date of award and execution, if any, of the Contract.

K. Any response may be construed as non-responsive and ineligible for consideration if it does not comply with the requirements of the solicitation, including but not limited to technical features, acknowledgment of receipt of addenda, and page number limits, etc. These are common causes for deeming a response non-responsive.

L. Where two or more Applicants desire to submit a single response to this solicitation, they must do so on a prime/subcontractor basis rather than as a joint venture. The County intends to contract with a single firm that may subcontract with multiple firms (team) but not with multiple firms doing business as a joint venture.

M. County does not require and neither encourages nor discourages the use of lobbyists or other consultants for the purpose of securing business.

N. The County requires a valid D-U-N-S number prior to Contract Award. If needed, your company may obtain one at no cost at www.dnb.com. If you are unable to provide/obtain a D-U-N-S number, please indicate so in your submission response.

O. The County requires a valid UEI number and full registration prior to Contract

Award. Your company must obtain one at no cost at www.usfcr.com. If you are unable to provide/obtain a UEI number, please indicate so in your submission response.

http://www.dnb.com/ http://www.usfcr.com/

P. Effective from the issuance date of this solicitation until a Contract is awarded or the solicitation is withdrawn, all individuals or entities responding—including their employees, agents, representatives, proposed partners, subcontractors, members, lobbyists, or attorneys (collectively "Applicants")—are prohibited from engaging in any direct or indirect communication with County personnel involved in the selection process, except with the designated Deputy Procurement Agent (DPA). Applicants may continue conducting business with the County on matters unrelated to this solicitation and may communicate with County staff, provided the solicitation is not discussed. Any attempt to engage in discussion regarding this solicitation with anyone other than the designated DPA will be presumed to create an unfair competitive advantage and may result in disqualification.

Q. After the closing date and time for receipt of Responses, evaluation, and if requested by the County, interviews will commence. Applicants who submit Responses most responsive to the County’s requirements may be asked to give a presentation of their response to

County staff. The County makes no guarantee as to the number of Applicants selected for interviews. Selected Applicants should be prepared to make its presentation within five (5) business days after notification and be prepared to discuss all aspects of its response in detail, including technical questions regarding the response. Applicants shall not be allowed to alter or amend its response through the use of the presentation process. County Deputy Procurement Agent (DPA) for this solicitation is: Rita Gore, rita.gore@occr.ocgov.com

1.6 COMMUNICATION

Applicants are not to contact other County personnel with any questions or clarifications concerning this solicitation. All questions regarding this solicitation must be submitted via the

Question & Answer section of this solicitation within the County’s eProcurement Portal at:

https://procurement.opengov.com/portal/ocgov. Any County response relevant to this solicitation other than through or approved by County is unauthorized and will be considered invalid.

County's Deputy Procurement Agent, Rita Gore, rita.gore@occr.ocgov.com, will provide all official communication concerning this solicitation.

1.7 EVALUATION PROCESS AND CRITERIA

Responses deemed to meet all minimum solicitation requirements will be scored based on the established evaluation criteria, and will be assigned points that measure the responsiveness to each identified criterion. The total number of points earned will be tallied for each response, based upon the Applicant(s) submitted written materials.

Responses shall be evaluated by an Evaluation Panel of job knowledge experts on the basis of the responsiveness to the requirements in this RFP. The County may request clarifications, or otherwise verify the contents of the response, including information about the Applicant, Contractors and sub-contractors.

The scoring is based on evaluation of the response as measured against the Scoring Criteria, which includes County of Orange Procurement Preference Policy, in accordance with Sections 1.8-103 and 4.3-112 of the 2026 County Contract Policy Manual (CPM). A copy of the 2026 CPM can be found at https://cpo.oc.gov/cpm. Responses will be evaluated from the most advantageous to the least advantageous to the County.

Applicants may propose for one or multiple service areas requested in this RFP. A separate proposal is required for each service area, and each will be scored based on the established criteria for that service component.

*Please note: These minimum qualifications must be verified for the Proposal to be deemed responsive. Any Proposal may be construed as non-responsive and ineligible for consideration if it does not comply with the requirements of the RFP.

Minimum Qualifications/Requirements: Applicant’s Proposal shall meet the following minimum requirements and qualifications to proceed to the evaluation and scoring process:

• Eligible applicants include private non-profit, public, or for-profit entities, and community-based organizations that comply with federal, state, and local laws.

• Applicants must have a minimum of three years of experience to demonstrate stability and capacity for delivering services.

• Applicant must maintain the vehicles used to provide the SNEMT services within the

Service Area or in a location reasonably close in proximity to the Service Area for which the Applicant is awarded a Contract.

Required Documentation - Applicants must provide:

• Proof of registration in the System of Award Management (SAM)

• A current D-U-N-S number

• Proof of insurance

• Documentation of federal compliance, including being in good standing and not debarred or suspended from receiving federal funds.

• Completed Application - Senior Non-Emergency Medical Transportation

• Audit documentation pursuant to Audit Requirements pursuant to Audit Requirements

• Subcontracting documentation pursuant to Subcontracting Requirements (if applicable) https://cpo.oc.gov/cpm

1.8 SELECTION/AWARD PROCEDURES

Upon the completion of the evaluation process, the Evaluation Committee will make a recommendation for an award to the County’s DPA. Final award determination shall be subject to reference checks and past performance.

The Model Contract contained herein this RFP is the Contract proposed for execution. It may be modified to incorporate negotiated items and other pertinent terms and conditions set forth in this

RFP, including special conditions and requirements and those added by addendum, necessary attachments and/or exhibits, and to reflect Applicant’s response and qualifications. Any additional exceptions to the terms and conditions made by any Applicant after submission of its response may result in its elimination from further consideration.

Exceptions to the terms and conditions of the Model Contract or the statements regarding

Applicant’s inability to comply with any of the provisions thereof are to be declared in the response to the RFP in VENDOR RESPONSES - Statement of Compliance.

Negotiations may or may not be conducted with the finalist(s); therefore, the response submitted should contain Applicant(s) most favorable terms and conditions, since the selection and award may be made without further discussion or need for clarification. Any additional exceptions to the terms and conditions made by any Applicant(s) after submission of its response may result in elimination from further consideration.

The County will enter into negotiations with the selected Applicant and award a contract upon completion of negotiation of fees and contract terms. The award requires approval by the County

Board of Supervisors.

If a satisfactory Contract cannot be negotiated in a timely manner, County, in its sole discretion, may terminate negotiations with the selected Applicant and begin negotiations with the next

Respondent.

1.9 RIGHTS RESERVED TO COUNTY

The County reserves the right to:

A. Make use of any information or ideas in the responses submitted.

B. Request response revisions and hold discussions and negotiations with any Applicant as necessary to serve the best interests of the County.

C. Seek publicly available information about the Applicants.

D. Conduct, or not to conduct, oral interviews and/or presentations with the highest-ranked Applicant(s) and additional Applicants.

E. Waive, at its discretion, any procedural, non-material defects, irregularity, or informality, which

County deems correctable or otherwise not warranting rejection of the response that do not result in any unfair competitive advantage. Any waiver will not excuse a proponent from full compliance.

F. Verify and validate any information prior to Contract Award and during the entire term of the

Contract.

G. Negotiate the final Contract with any Applicant(s), including pricing/fee schedule, as necessary to serve the best interests of the County;

H. Withdraw or cancel in part or in its entirety this solicitation at any time without prior notice and furthermore makes no representations that any Contract will be awarded to any Applicant responding to this solicitation;

I. Award its total requirements to one Applicant or to apportion those requirements among two or more

Applicants as the County may deem to be in its best interests;

J. Reject any response if it is conditional, incomplete or deviates significantly from the services requested in this solicitation; and/or

K. Request Best and Final Offer from any Applicant determined to be within the competitive range.

Unless requested by the County, late Best and Final Offers will not be accepted by the County for any reason. In addition, negotiations may or may not be conducted with Applicants.

L. Make multiple awards to Applicant(s) for services requested in this solicitation, at its sole discretion, to serve the best interests of the County.

M. Defer award of this Contract for a period of 180 days after the solicitation opening. During this period, Applicant shall guarantee the prices and terms quoted in their responses. The County and the responsive, responsible Applicant may mutually agree in writing to extend this deferral period.

Therefore, responses submitted shall contain the Applicant’s most favorable terms and conditions, since the selection and award may be made without discussion with any Applicant.

1.10 TITLE VI SOLICITATION NOTICE

The County of Orange, in accordance with the provisions of the Title VI of the Civil Rights Act of 1964 (78 Stat. 252, 42 USC §§ 2000d to 2000d-4) and the Regulations, hereby notifies all

Applicants that it will affirmatively ensure that any contract entered into pursuant to this advertisement, will be afforded full and fair opportunity to submit response to this solicitation and will not be discriminated against on the grounds of race, color, or national origin in consideration for an award.

1.11 DEPARTMENT OF THE TREASURY, INTERNAL REVENUE SERVICE FORM

W-9/W-8 REQUIREMENTS

Effective June 3, 2006, all Contractors, entering into a Contract with County, who are not already established in Countywide ERP System as an Auditor-Controller vendor, will be required to submit to County a federal Form W-9, or form W-8 for foreign vendors. County will inform

Contractor, at the time of award, if the Form W-9 or W-8 will be required.

In order to comply with this County requirement, within ten (10) days of notification of selection of award of Contract but prior to official award of Contract, the selected Contractor agrees to furnish to Contract administrator, or the Deputy Procurement Agent (DPA) the required W-9 or

W-8.

1.12 CAMPAIGN CONTRIBUTION DISCLOSURE REQUIREMENT

Effective January 1, 2023, all contractors entering into a contract with the County, will be required to submit the Campaign Contribution Disclosure Form for any contributions made on or after

January 1, 2023. In order to comply with this requirement, Applicant agrees to furnish the required

Campaign Contribution Disclosure Information form as a required submittal with its response.

Failure to include the form as required will render the response nonresponsive.

1.13 AUDIT REQUIREMENTS

A. Non-profit Applicants are required to submit their most recent IRS Form 990.

B. Applicants who have expended federal funds over $1,000,000 annually are required to submit two (2) most recently completed fiscal years of Single Audit reports.

In addition, Applicants are required to submit two (2) years of most recently completed audited financial statements (2023/2024 and FY 2024/2025).

Audited Financial Statements will include:

1. Balance Sheet (Statement of Financial Position) – Including all supporting schedules

(i.e. Detailed Aged Payables, Aged Receivables, Notes Payable, etc.)

2. Income Statement (Profit and Loss Statement)

3. Statement of Cash Flow

4. Retained Earnings

5. Any footnotes to the statements.

C. The County Auditor/Controller will review the Applicant’s financial records. The Applicants shall allow access to their audited financial records when requested by County, State or Federal

Auditor staff.

D. For governmental agencies: Submit Financial Audit Report and Financial Statements/Footnotes

(Comprehensive Annual Financial Report (CAFR)).

E. The Applicant shall submit all documents required under this Section (Audit Requirements), as separate attachments to the Application concurrently with the submission of its Proposal.

F. Failure to submit the required audit report(s), audited financial statements and/or other documents related to the foregoing, as it pertains to the Applicant, will render the Applicant non-responsive and the Applicant will not move forward in the solicitation process.

G. Applicants who do not possess the financial integrity and reliability to assure contractual performance will be deemed non-responsible.

1.14 SUBCONTRACTING REQUIREMENTS

Applicants may propose to subcontract. The proposal must identify and detail the responsibility of each subcontractor. A copy of the subcontract must be provided. Approvals are not guaranteed and are at the County’s discretion. The County reserves the right to approve and may disallow the use of subcontractors. Applicants will ensure the County approves subcontractors, in writing and in advance, before authorizing a subcontractor to begin services pursuant to the terms of the resulting contract. Applicants must confirm that subcontractors are selected in accordance with

Federal and/or State procurement standards. Specific requirements of subcontracts are listed in the

Model Contract Attachment.

The Applicant will be responsible for enforcing performance standards and compliance upon their subcontractor(s). Applicant’s subcontractor(s) shall not subcontract services.

SECTION 2. PROTEST PROCEDURES

Any actual or prospective bidder or Applicant who alleges an error or impropriety in the solicitation or award of a contract may submit a grievance or protest to Rita Gore at rita.gore@occr.ocgov.com, as set forth herein.

PROTEST PROCEDURES

All protests shall be typed under the protestor’s letterhead and submitted in accordance with the provisions stated herein. All protests shall include at a minimum the following information:

A. The name, address, and telephone number of the protestor;

B. The signature of the protestor or the protestor’s representative;

C. The solicitation or contract number;

D. A detailed statement of the legal and/or factual grounds for the protest; and, E. The form of relief requested.

Protest of Solicitation Specifications:

A. All protests related to solicitation specifications must be submitted to the Deputy

Procurement Agent (DPA), Rita Gore at rita.gore@occr.ocgov.com, no later than five

(5) business days prior to the Closing Date of the solicitation. Protests received after the five (5) business-day deadline will not be considered by the County.

B. In the event the protest of specifications is denied, and the protestor wishes to continue in the solicitation process, the protestor must still submit a bid/response prior to the close of the solicitation in accordance with the solicitation submittal procedures provided in this solicitation.

Protest of Award of Contract:

A. Protests related to the award of a contract must be submitted to the Deputy Procurement

Agent, Rita Gore at rita.gore@occr.ocgov.com, no later than five (5) business days after the Notice of Solicitation Results is provided by the DPA.

B. Protests relating to a proposed contract award received after the five (5) business day deadline will not be considered by the County.

C. If the five (5) business day period expires without the receipt of a protest, the department may move forward with the contract award or if necessary, file the item for approval by the Board of Supervisors.

Protest Process

A. In the event of a timely protest, the County shall not proceed with the solicitation or award of the contract until the DPA issues a decision on the protest.

B. Upon receipt of a timely protest, the DPA will, within ten (10) business days of receipt of the protest, issue a decision in writing which shall state the reasons for the actions taken.

C. The County may, after providing written justification, make the determination that an immediate award of the contract is necessary to protect the substantial interests of the

County. The award of a contract shall in no way compromise the protester’s right to the protest procedures outlined herein.

D. If the protestor disagrees with the decision of the DPA, the protestor may submit a written appeal to the County Procurement Officer requesting an appeal to the

Procurement Appeals Board, in accordance with the process stated below.

APPEALS PROCESS

A. If the protestor wishes to appeal the protest decision of the Deputy Procurement Agent, the protestor must submit, within three (3) business days from receipt of the Deputy

Procurement Agent’s decision, a written appeal to the Office of the County Procurement

Officer.

Written appeals must be sent by mail to the address below with a courtesy copy by email;

County of Orange/County Executive Office

County Procurement Office

400 W. Civic Center Drive, 5th Floor

Santa Ana, CA 92701

Attn: County Procurement Officer

CPOAppeals@ceo.oc.gov

B. Within fifteen (15) business days, the County Procurement Officer will review all materials in connection with the appeal, assess the merits of the protest and provide a written determination that shall contain his or her decision on whether the appeal shall be forwarded to the Procurement Appeals Board.

mailto:CPOAppeals@ocgov.com

C. The decision of the County Procurement Officer on whether to allow the appeal to go forward will be final and there shall be no right to any administrative appeals of this decision.

SECTION 3. SCOPE OF SERVICES

3.1 GENERAL INFORMATION:

The County of Orange (County), through OC Community Resources/Office on Aging (OoA), is soliciting proposals from qualified organizations to provide Senior Non-Emergency Medical

Transportation (SNEMT) services for eligible older adults residing in Orange County.

The County intends to award one or more contracts to qualified organizations capable of delivering safe, reliable, accessible, and customer-focused Senior Non-Emergency Medical Transportation services in accordance with the requirements set forth in this solicitation, Model Contract, Scope of Work, SNEMT Program Guide, and Cooperative Agreement No. C-1-3446 between the Orange

County Transportation Authority and the County of Orange and Amendment Numbers 1 and 2 thereto. The SNEMT Cooperative Agreement No. C-1-3446 and Amendment Numbers 1 and 2 thereto are attached to this RFP as Exhibit 3, incorporated herein by this reference and collectively referred to as the “SNEMT Cooperative Agreement.”

The SNEMT Program is funded through the Tobacco Settlement Revenue (TSR) and Measure M2 funds. Funding under this solicitation is contingent upon the continued availability of these funding sources, annual appropriations, and approval by the Orange County Board of Supervisors.

Estimated Funding for each Service Area is identified in Exhibit 2 – Planning Estimates by Service

Area and is provided for planning purposes only. The County reserves the right to modify funding allocations, negotiate final contract amounts based on available funding, service demand, and program priorities.

Applicants may propose for one or multiple service areas requested in this RFP. A separate proposal is required for each service area, and each will be scored based on the established criteria for that service component.

3.2 CONTRACTOR RESPONSIBILITIES:

Program Overview

The Contractor shall provide demand-responsive, non-emergency medical transportation

(SNEMT) service for eligible older adults age sixty (60) and older who lack reasonable transportation alternatives.

Services shall be delivered in a safe, timely, accessible manner and must comply with all applicable federal, state, local and County laws, regulations, and requirements.

Governing Documents

The Contractor shall provide services in accordance with the following governing documents:

• The SNEMT Contract

• This Scope of Work

• The SNEMT Program Guide

• The SNEMT Cooperative Agreement

This Scope of Work defines the Contractor’s binding service obligations, while the SNEMT

Program Guide establishes the detailed requirements for eligibility processing, service delivery procedures, documentation standards, and all other day-to-day program operations.

The Contractor is required to comply with all provisions, procedures, standards, forms, and instructions contained in the SNEMT Program Guide, as such provisions are incorporated by reference into this Scope of Work and are deemed mandatory requirements.

All operational procedures, policies, and forms references in the SNEMT Program Guide shall be implemented by the Contractor and submitted to the County for review and approval, as required.

In the event of a conflict between governing documents, the Contract shall prevail.

Failure to comply with governing documents may result in corrective action, delayed reimbursement, or termination of the Contract.

Service Delivery Requirements

The Contractor shall:

1. Provide non-emergency medical transportation for eligible clients within the designated

Service Area.

2. Provide door-to door or curb-to-curb service as defined in the SNEMT Program Guide.

3. Provide wheelchair-accessible transportation upon request and in compliance with all applicable accessibility laws and regulations.

4. Perform all reservation, scheduling, dispatch, and routing functions necessary to operate the program.

5. Maintain sufficient staffing, vehicles, and operational capacity to meet service demand.

6. Ensure clients are transported safely and efficiently, with timely and reliable trip completion.

7. Operate services continuously throughout the Contract term unless otherwise authorized by the County.

8. Maintain complete and accurate client eligibility records and trip documentation in accordance with the SNEMT Program Guide.

9. Maintain a data management system capable of producing all required programmatic and fiscal reports.

10. Collect user fees in accordance with this Scope of Work and the SNEMT Program Guide.

11. Implement contingency procedures to prevent or minimize service disruption.

12. Participate in County monitoring, site visits, audits, and performance evaluations.

Operational procedures and service protocols shall be governed by the SNEMT Program Guide.

Eligibility, Trip Limits, and Service Parameters

All trips shall comply with the eligibility criteria and prioritization requirements established in the SNEMT Program Guide.

The Contractor shall:

• Provide services only to eligible clients as defined in the SNEMT Program Guide

• Ensure trips comply with geographic, mileage, and monthly trip limits

• Apply exception procedures only in accordance with the SNEMT Program Guide

• Document all eligibility and trip determinations

Trips exceeding established limits without authorization shall not be reimbursable.

User Fees

The Contractor shall collect a $2.00 user fee per one-way trip, unless waived due to financial hardship.

User fee waivers shall be documented in accordance with the SNEMT Program Guide using

County-approved forms.

Client Rights, Responsibilities, Grievances, and Appeals

The Contractor shall establish and maintain written policies governing client rights and responsibilities, grievances and appeal processes, no-show policies, standards of conduct, and procedures for service suspension and termination. The Contractor shall provide all clients with written notice of their rights and responsibilities before services begin.

Vehicle Standards, Safety, and Maintenance

The Contractor shall ensure that all vehicles used to provide SNEMT services:

• Are safe, clean, sanitary, and maintained in good operating condition.

• Comply with all applicable federal, state, and local transportation regulations.

• Meet Americans with Disabilities Act (ADA) accessibility requirements.

• Maintain valid registration, insurance, and licensing.

The Contractor shall:

• Maintain a preventive maintenance program.

• Conduct daily pre-trip inspections.

• Ensure annual mechanical inspections are completed.

• Retire vehicles in accordance with the SNEMT Program Guide vehicle age limits.

• Ensure all taxi subcontracting complies with OCTAP requirements and County approval.

• Report incidents, accidents, safety concerns, and other events requiring notification to the

County.

All detailed vehicle standards, inspection procedures, and maintenance documentation requirements are governed by the SNEMT Program Guide.

Staffing, Training, and Personnel Requirements

The Contractor shall ensure that all drivers, staff, and volunteers meet applicable licensing, background check, and training requirements; maintain professional conduct and appearance; and comply with all federal, state, local, and County requirements related to safety, confidentiality, accessibility, and customer service.

The Contractor shall implement personnel policies addressing misconduct, workplace safety, and incident reporting and shall provide initial and ongoing training as required by the County.

The County reserves the right to require the removal of any personnel deemed unsuitable for participation in the Program, and the Contractor shall take appropriate corrective action or provide qualified replacement personnel upon request.

Customer Satisfaction Survey

The County may administer an annual Customer Satisfaction Survey as needed. Results of the survey will be distributed as necessary.

Data Collection and Reporting

The Contractor shall:

• Maintain verifiable records of trips, mileage, eligibility, and financial transactions;

• Maintain separate accounting for SNEMT funds;

• Submit monthly invoices, data, and performance reports in County-approved formats;

• Retain records in accordance with applicable retention requirements;

• Provide records for audit, monitoring, or review upon request by the County.

Monthly Data Reporting

Monthly data reporting shall be submitted no later than the fifteenth (15th) business day of each month following the month of service, unless otherwise directed in writing by the

County.

Monthly Invoices

Monthly invoices shall be submitted no later than the fifteenth (15th) business day of each month following the month of service, except for the final invoice for services provided during the month of June, which shall be submitted no later than the tenth (10th) business day of July, or as otherwise directed by the County.

Failure to maintain complete, accurate, and verifiable documentation may result in delayed reimbursement, disallowance of costs, corrective action, or other remedies available under this Contract.

Database

The Contractor shall implement and maintain a County-approved database for recording and maintaining program data, unless the County provides or directs the Contractor to use a

County-designated database or information system.

The County may, at its discretion, modify or add to these data requirements.

Policy and Procedure Development Requirement

The Contractor shall develop, implement, and maintain written policies and procedures required in the SNEMT Program Guide.

All Contractor-developed policies, procedures, applications, waivers, and forms must be submitted to the County for review and written approval prior to implementation.

No changes may be implemented without County authorization.

SECTION 4. SCORING CRITERIA

Phase 1 - Written Response Scoring: 500 points maximum

Phase 2 - Presentation/Interview Scoring: 400 points maximum

Phase 3 - Cost Proposal: 100 points maximum

4.1 PHASE 1

No. Evaluation Criteria Scoring Method Weight (Points)

1. Organizational Experience and

Qualifications

A. The Respondent shall demonstrate its organizational qualifications and experience to successfully administer and operate a Senior Non-

Emergency Medical

Transportation (SNEMT) program. The proposal shall include, but not limited to:

1. Company background, ownership structure, and years in business.

2. Experience providing transportation services for older adults, persons with disabilities, or other vulnerable populations.

3. Experience administering publicly funded transportation or human services contracts.

4. A minimum of three (3) comparable projects completed within the last five (5) years, including:

o Client name;

o Scope of Work;

o Contract value;

o Annual trip volume served;

o Contract duration;

Points Based 160 (32% of Total) o Performance outcomes; and o Reference contact information.

5. Experience with reservation systems, scheduling, dispatch, routing, fleet management, customer service, and performance reporting.

6. Disclosure of any pending litigation, bankruptcy, mergers, acquisitions, or other conditions that could affect performance.

7. Experience administering publicly funded contracts and maintaining compliance with reporting, invoicing, and fiscal requirements.

2. Experience Serving Older Adults, Persons with Disabilities, and Customer Service

Excellence

A. The County seeks a

Contractor whose approach aligns with the Office on

Aging's commitment to promoting independence, dignity, accessibility, and equitable access to healthcare. The proposal shall describe:

1. Experience serving older adults and persons with disabilities or mobility limitations.

2. A customer service philosophy emphasizing professionalism, compassion, respect, responsiveness, and person-centered service.

3. Strategies for providing accessible, culturally responsive, inclusive, and language-accessible services for individuals with limited English proficiency.

4. Staff and driver training related to:

o Older adult sensitivity;

o Disability awareness and accommodations;

o ADA compliance;

o Effective communication;

o De-escalation techniques;

o Customer service; and

Points Based 135 (27% of Total) o Confidentiality.

5. Complaint intake, investigation, resolution, and follow-up procedures.

6. Customer satisfaction monitoring and continuous improvement practices.

7. Strategies that support rider independence while ensuring safety and reliability.

8. ADA compliant, wheelchair-accessible, and mobility assistance transportation services

3. Technical Approach, Program Operations, Safety, Technology, Operational Efficiency, and Implementation

The Respondent shall provide a comprehensive operational plan demonstrating a thorough understanding of the Scope of Work and the SNEMT Program Guide. The proposal shall describe the methodology, processes, resources, and implementation timeline that will be used to successfully administer the Senior Non-Emergency Medical Transportation (SNEMT) Program.

A. Program Operations:

Describe the methodology for:

• Client eligibility and enrollment; Reservation intake and scheduling; Dispatch operations and route management; Door-to-door, curb-to-curb, and wheelchair-accessible transportation; Driver communications and trip monitoring; Trip prioritization and management of no-shows and cancellations; Prevention of passenger stranding; Coordination with County staff and community partners; Data collection, reporting, invoicing, and mileage verification.

B. Safety and Risk

Management: Describe policies and procedures related to:

• Driver screening and background checks; Drug and alcohol testing, as applicable; Driver safety training and ongoing monitoring; Vehicle inspections and preventive maintenance; Passenger

Points Based 105 (21% of Total) assistance and wheelchair securement; Incident and accident reporting; Emergency preparedness and response; Business continuity and disaster recovery planning.

C. Technology and Data

Management: Describe technology used for:

• Reservations and scheduling; Dispatch and routing; GPS or vehicle tracking; Electronic trip documentation; Mileage verification; Data security and confidentiality; Performance dashboards and reporting capabilities.

D. Operational Efficiency:

The County values responsible stewardship of public funds and encourages innovative approaches that maximize available resources while maintaining high-quality service. Describe:

• Route optimization methodologies; Shared ride strategies and ride matching opportunities; Fleet utilization practices; Scheduling efficiencies; Methods to reduce unnecessary mileage and operating costs; Continuous process improvement initiatives; Data-driven operational decision-making; Partnerships or resource leveraging opportunities; Cost-saving measures that maintain safety, accessibility, and customer service.

E. Transition and

Implementation: Describe the proposed implementation strategy, including:

• Startup timeline; Staffing readiness;

• Vehicle availability;

Communication with stakeholders;

• Continuity of operations during transition; Risk mitigation strategies.

F. Innovation: Describe any innovative practices, technologies, or process improvements that enhance operational efficiency, customer experience, reporting, safety, accessibility, or program performance.

4. Staffing, Management, Training, and

Subcontracting Plan

1. Staffing and Management

2. Provide:

o Organizational chart;

o Qualifications of the Project Manager and key personnel;

o Roles and responsibilities;

o Driver recruitment and retention strategies;

o Staffing contingency plans.

2. Training

3. Describe training programs covering:

o Defensive driving;

o Passenger assistance;

o Wheelchair securement;

o Emergency procedures;

o Customer service;

o Elder abuse awareness;

o Confidentiality and data security;

o Program policies and procedures.

3. Subcontracting Plan

4. If subcontractors are proposed, provide:

o The legal name and business location of each subcontractor.

o The services or functions to be subcontracted.

o The reason subcontracting is necessary and why the work will not be performed directly by the Respondent.

o The estimated percentage of work or budget assigned to each subcontractor.

o The qualifications and relevant experience of each subcontractor.

Points Based 25 (5% of Total) o The oversight and quality assurance measures that will be used to ensure subcontractor compliance.

o A statement acknowledging that the prime Contractor remains fully responsible for all subcontracted work and Contract performance.

o If no subcontractors are proposed, clearly state that all services will be performed by the Respondent.

5. Quality Assurance, Compliance, and

Financial Capacity

The proposal shall demonstrate the

Respondent's ability to consistently deliver high-quality, compliant services. Describe:

• Internal quality assurance practices;

• Performance monitoring and continuous improvement processes;

• Key performance indicators used to evaluate service delivery (e.g., on-time performance, trip completion rates, complaint resolution, customer satisfaction, vehicle utilization);

• Compliance monitoring and reporting procedures;

• Audit readiness and record retention practices;

• Corrective action procedures;

• Risk management and business continuity planning;

• Financial stability and organizational capacity; and ability to sustain Contract performance throughout the Contract term

• Availability of sufficient personnel, vehicles, equipment, technology, and administrative resources.

Points Based 50 (10% of Total)

6. Compliance with the County Model

Contract

*Note: Respondents submitting exceptions to the County Model Contract of this RFP, will receive a score of “0” for this criterion.

Points Based 25 (5% of Total)

4.2 PHASE 2

1. Presentation/Interview Scoring Format: 400 points maximum:

County reserves the right to conduct, or to not conduct, oral interviews and/or presentations with the highest-scored Respondent(s). The decision whether to conduct oral interviews/presentations rests solely with

County and the decision of the DPA is final.

Respondents shall be ready to attend interview within fifteen (15) calendar days of notification.

Any inquiry to determine the responsibility of a

Respondent to this RFP may be conducted.

Respondent agrees that the submission of a

Response is permission by Respondent for

County to verify all information contained therein. If County believes it necessary, additional information may be requested from

Respondent. The County may also send written questions and ask for written responses within five (5) business days. Failure to comply with any such request may disqualify a Respondent from further consideration. Respondents must be prepared to discuss all aspects of their Response in detail, including technical questions.

Respondents will not be allowed to alter or amend their Response through the use of the presentation process.

NOTE: If interview/presentations are not conducted, the designated points will be reallocated into the Phase I written scoring based on the percentages states in Phase I, for a new total of 900 total points.

Points Based 400 (100% of Total)

4.3 PHASE 3

1. Cost Proposal - Price Sheet

Cost proposals will be evaluated based on overall value and reasonableness of the

Respondent’s proposed pricing under the Base

Rate and Mileage Rate reimbursement methodology.

Evaluation may include, but is not limited to:

• Competitiveness and reasonableness of proposed Base Rate and Mileage

Rate;

• Whether the proposed pricing is realistic and supports successful performance of all Contract requirements;

• Clarity, completeness, and consistency of the Cost Proposal;

• The extent to which the proposed pricing demonstrates value and efficient use of available funding while maintaining safety, accessibility, customer service, and…