Hospital Ambassador Services

The County of San Mateo is requesting proposals for Hospital Ambassador Services at San Mateo Medical Center, a public hospital and clinic system serving San Mateo County, with proposals due September 30, 2026 at 1:00 PM and a question deadline of September 16, 2026 at 1:00 PM.

The County's Procurement Preference Ordinance applies, offering local business and local non-profit preferences of up to 10 percent of total evaluation points for micro businesses or micro non-profits. Proposers must demonstrate five years of experience providing similar services and be legally authorized to conduct business in California. All employees, subcontractors, and volunteers with contact with children must undergo fingerprinting background screening. Contractors must comply with HIPAA as Business Associates, handling protected health information under comprehensive safeguard, use-restriction, and breach-reporting obligations. The Vendor/Contractor Access Policy imposes data encryption, password management, anti-virus protection, and device-sanitization requirements for any computing device used to access County systems or facilities. Section 504 compliance is required; contractors with 15 or more employees must designate a Section 504 Compliance Coordinator. Living wage requirements apply, with rates escalating from $14.00 per hour (January 1, 2017) to $17.00 (January 1, 2019) and subsequent annual CPI-U increases capped at 3.5%, along with two-year wage documentation retention and employee notice obligations.

The scope includes hospital ambassador and valet/parking management services encompassing wayfinding, customer service, safety monitoring, visitor log maintenance under California Senate Bill 81, parking enforcement, permit compliance monitoring, and directional assistance. Required insurance includes General Liability ($1,000,000 per occurrence), Workers' Compensation, Employers' Liability ($1,000,000 each accident), Professional Liability ($1,000,000 per occurrence / $3,000,000 aggregate), Automobile Liability ($1,000,000 per accident), and Cyber Liability ($5,000,000 per occurrence for Privacy and Network Security).

The contract term is three years, awarded to the responsive, responsible proposer offering best overall value. Evaluation is weighted: Project Approach (30 points), Firm Qualifications (25 points), Team Qualifications (20 points), and Price (25 points). No pre-proposal conference or site visit is scheduled. Intellectual property ownership of all Work Products vests exclusively in the County of San Mateo.