27SEPRLS3 | Problem Resolution System Complaint Resolution Assistance | RFR

The Massachusetts Department of Elementary and Secondary Education (DESE) is requesting responses for temporary vendor support to investigate state special education complaints through the Problem Resolution System (PRS) Office under RFR 27SEPRLS3, with responses due September 24, 2026. The Supplier Diversity Program (SDP) applies: all bidders must commit a minimum of 1% of contract sales to partnering with SDP-certified diverse businesses or non-profit organizations (minority-owned, women-owned, veteran-owned, disability-owned, and LGBTBE enterprises), with at least 25% of total evaluation points allocated to SDP submissions. SBPP-registered small businesses meeting best-value criteria will receive award preference.

The vendor will investigate complaints from intake through resolution, including case material review, allegation clarification, documentation requests, fact-finding interviews, evidence analysis, and preparation of findings under DESE oversight, while maintaining compliance with IDEA and applicable state and federal regulations. The vendor must meet two required qualifications: extensive knowledge of IDEA and special education law and demonstrated experience conducting investigations as an impartial decisionmaker. Vendor staff and subcontractors are subject to Criminal Offender Record Information (CORI) background checks; DESE conducts these checks on personnel working with students, in educational settings, or in DESE offices.

The contract term spans four years with Year 1 performance targets established and subsequent years to be determined. Performance measures require at least 90% of assigned investigations completed within case milestones and the 60-day timeline; 90% of required communications maintained within established timeframes; 90% of draft findings meeting quality standards; 95% adherence to IDEA requirements with no material errors; and 90% of investigations completed within established cost ranges.

Evaluation criteria total 100 points: preferred qualifications (10 points), cost proposals (20 points), detailed service descriptions (30 points), staff overview documentation (20 points), conflict-of-interest confirmation (10 points), and racial equity initiatives (10 points). All responses are subject to Massachusetts Public Records Law and must comply with Commonwealth digital accessibility standards (WCAG 2.1 levels A and AA). Vendors must register in COMMBUYS, submit three business references, complete a Prompt Payment Discount form, and provide a General Information Form with authorized signatory and local representative contact details.