Service Availability Plan During Agency Closures and Holidays-combined.pdf

Request for Clarification State of Arizona

Department of Child Safety Office of Procurement & Contracts 3003 N. Central Avenue, 20th Floor

Phoenix, AZ 85012

Solicitation #: BPM006769

Services: Parenting Time Services

Offeror: Altra LLC

Subject: Request for Clarification - Verification of Document Submission RFP BPM006769 Parenting Time Services

Date: 4/11/2025

Respond no later than 4/17/25 at 3:00 PM Arizona Time.

A review of Altra’s offer for the above mention solicitation indicated the following:

Altra plans to close their facilities on [Holidays]. In addition to the selected holidays, a document should have been attached detailing how the Agency will maintain service availability to meet contract requirements during these times. This could include on-call staff, remote services, or alternative arrangements that ensure there is no disruption in the availability of services.

Altra planned on bidding on services in Maricopa East, Maricopa West, and South Region, however the solicitation was amended to allow agencies to bid on specific counties.

Therefore, ADCS is issuing this Request for Clarification to obtain the following: how will the Agency maintain service availability to meet contract requirements on holidays and the counties Altra intended to bid on with their offer.

Please complete the following:

Send a detailed document on how you will maintain service availability to meet contract requirements on days the Agency is closed

Amended Attachment 4: Statewide Coverage. Select the County or Counties you are proposing to provide services in and for each county you are proposing to serve, share your capacity at Go-Live and plans to expand, if applicable

Email your responses to Tasia.Grzecka@AZDCS.gov no later than 3 pm on 4/17/25.

Service Availability Plan During Agency Closures and Holidays

To ensure full compliance with contract requirements and uninterrupted service availability during Agency closures—including designated holidays, weekends, and after-hours periods—Altra has a clear and dependable plan in place to maintain 24/7 service coverage.

On-Call Staffing Coverage Altra designates one dedicated on-call staff member who is available at all times outside of standard business hours, including holidays and weekends. This staff member is equipped to address any urgent needs and ensure continuity of services during Agency closures.

Backup Support In addition to the primary on-call staffer, four additional staff members remain available and ready to provide backup support if needed. All office staff carry work cell phones, allowing for immediate communication and rapid response to any unexpected needs or coverage gaps. This ensures that staffing flexibility is built into our model, with the ability to escalate or supplement coverage quickly when necessary.

Reliable, 24/7 Service Commitment Altra is committed to providing reliable, uninterrupted service at all times. Our operational structure is designed to ensure that there is always a pathway to coverage, regardless of time or day. Whether it’s a holiday, weekend, or after-hours situation, our team is prepared and available to maintain consistent, high-quality service without disruption.

Summary Through our dedicated on-call structure, responsive backup staffing, and 24/7 service commitment, Altra guarantees compliance with contract requirements and continuous service availability—even during Agency closures or holidays.