State of New Hampshire
Department of Health and Human Services
Division of Community Based Care Services
Bureau of Elderly and Adult Services
NEW HAMPSHIRE
SERVICELINK RESOURCE CENTER
Request for Proposals
RFP # 11-DCBCS-BEAS-NHSLRC-01
Release Date: February
5
, 2010
Table of Contents
Section # Name of Section Page #
Section 1 Purpose and Program Background
1.1 Purpose 4
1.2 Source of Funding 4
1.3 Program Background 5
Section 2 Proposal Requirements and Timetable
2.1 Owner 9
2.2 Contract Officer 9
2.3 Procurement Timetable 9
2.4 Letter of Intent 10
2.5 Mandatory Bidders Conference 10
2.6 Bidders Questions 10
2.7 Bidder Eligibility 11
2.8 Proposal Contents 11
2.9 Cost of Proposal Preparation 13
2.10 Submission of Proposals 13
Section 3 Evaluation of Proposals
3.1 Evaluation Team 14
3.2 Scoring 14
3.3 Oral Presentations 15
3.4 Key Personnel Interviews 15
3.5 Beast and Final Offer 15
3.6 Final Evaluation 15
3.7 Contract Award 15
3.8 Recommendation for Non-Selected Bidders 16
Section 4 Statement of Work
4.1 Program Requirements 17
4.2 Scope of Services 20
4.3 Performance Measures 25
4.4 Reporting Requirements 28
4.5 Performance Outcome Measures 30
Exhibits Description
A-1 Transmittal Cover Letter 31
A-2
Bidder Summary of Corporate/Organization Background and
Experience 32
A-3 Statement of Work 33
B-1, B-2, and
B-3 Cost Proposal Exhibits and Instructions 34
Attachments Description
1 Contract Documents 47
2 Staffing Table 76
Table of Contents
Attachments Description Page #
4 ServiceLink Resource Center Catchment Areas 78
5 2009 Management Report 85
6 Definition of hard to Reach Consumers 91
7 SHIP: Operations Guide 92
8 Competencies: Family Caregiver Specialist 102
9 Competencies: Long-term Care Support Counselor 103
10 Job Description: Long-term Care Support Counselor 105
11 Job Description: Center Manager 108
12 Job Description: Information and Referral Specialist 111
13 Job Description: LTS/I&R Administrative Assistant 113
14 Job Description: SHIP & SMP Coordinator 115
15 Standard and Practices: Long-term Care Support Counselor 117
16 Computer Use Agreement 119
17 Policy and Procedure: Statement of Conflict 127
18
Policy and Procedure: Refer 7 Information and Referral Policies and
Procedures 129
19 Policy and Procedure: Inclusion and Exclusion 135
20 Policy and Procedure: Quality Assurance 137
21 General Liability Acknowledgement Form 139
SECTION 1
PURPOSE AND PROGRAM BACKGROUND 1.1 Purpose
The New Hampshire Department of Health and Human Services (DHHS), Division of Community Based Care Services (DCBCS), Bureau of Elderly and Adult Services (BEAS) is releasing this request for proposals (RFP) to select up to ten (10) qualified vendors (contractors) to operate the New Hampshire ServiceLink Resource Centers (SLRC) in the catchment areas (defined on page 8 of this proposal). If a vendor chooses to bid for more than one catchment area, please clearly indicate and describe in your proposal. Currently, there are ten (10) contractors in support of the SLRC services and these contracts expire on June 30, 2010. The SLRCs provide information, referrals and assistance to seniors, adults with disabilities or chronic illnesses, caregivers and their families.
The successful contractors will be awarded a fixed-price contract for work performed pursuant to this RFP. The contract term will be twelve (12) months beginning July 1, 2010 and continue until June 30, 2011, subject to approval of Governor and Executive Council. BEAS shall retain the option to renew the contracts for one two-year extension at its discretion, without a subsequent competitive procurement. Program renewals are subject to agreement of the parties, satisfactory quality and performance of the services, continued availability of funds, passage of the funding levels in the 2012 and 2013 biennium State of New Hampshire Budget, and approval of the contract renewal by the Governor and Executive Council.
Contractors are advised that during the term of the resultant contract, BEAS reserves the right to modify services in this RFP to conform to federal or state regulatory changes to which DHHS is subject. If changes to the scope of service are necessary as a result of regulatory changes, the selected Contractors and BEAS will enter into good-faith negotiations of the services and the costs associated with the delivery of those services.
Vendors are expected to carefully examine all requirements stipulated in this RFP and respond to each requirement in their proposals.
1.2 Source of Funding
Under this solicitation, a total of $2,906,763.61 in state and federal funds will be distributed for SFY 2011, July 1, 2010 through June 30, 2011, based on availability of funding, contingent upon the issuance of the various grant awards and the actual amount of the grant funding. The total funding amounts from the Long-term Care (ServiceLink General Funds), Assessment and Counseling (Medicaid Funds), and Information and Referral (Social Service Block Grant (SSBG)), that fund the SLRC services (Information, Referral, and Assistance, and Long-term Support Options Counseling) is based on State Fiscal Year (SFY) 10 total contracted funding levels. The remaining SLRC services and their funding levels are based on the federal awards and what BEAS has determined necessary to support the programs outline in Section 4, Statement of Work of this proposal.
The SLRC program is comprised of five services as outlined in Section 4.2 Scope of Services of this proposal. These services are funded by eight separate and distinct sources. For the purpose of this proposal BEAS has developed three separate Cost Proposals Exhibits B-1, B-2, and B-3. The table below outlines funding sources, the corresponding Cost Proposal Exhibits, and total funding amounts.
*Funding Name
Funding Source
**Cost Proposal
Exhibit Contract Total
Long Term Care (ServiceLink)
NH State
General Funds B-1 $ 532,116.94 Assessment and Counseling Medicaid B-1 $1,286,707.65
Information and Referral SSBG B-1 $ 143,699.02 New Hampshire Family Caregiver Support Title III-E
(NHFCSP)
Administration
on Aging (AoA) B-2 $ 330,000.00 Community Living Program
(CLP) AoA B-2 $ 245,000.00
State Health Insurance Assistance Program (SHIP)
Centers for Medicare and
Medicaid Services
(CMS) B-3 $ 186,700.00
Senior Medicare Patrol Project (SMP) AoA B-3 $ 124,540.00 Medicare Improvements for Patients & Providers
(MIPPA) CMS & AoA B-3 $ 58,000.00
Total $2,906,763.61
*The Funding Allocation Table in the Attachment Section of this RFP provides the breakout of funding by catchment area.
**Section 2.8 D and Cost Proposal Instructions in the Exhibit Section of this RFP provide instructions for completing the Cost Proposals.
1.3 Program Background
The SLRC and the State’s Aging and Disabilities Resource Center Program, was established in 2000 to provide information, referral and assistance to anyone seeking help in accessing long term care for seniors, adults with disabilities, chronic illness or conditions, caregivers and their families. The goal of SLRC is virtually identical to the AoA Goal 1: to empower individuals to make informed decisions and to streamline access to long-term care. The SLRC model was predicated on the assumption that if people are to make informed decisions about long-term care, they need timely and accurate information that is responsive to their needs. One of the basic functions of SLRC is to maintain timely and accurate information about available services and supports, which it does through a web-enabled resource database accessible by anyone.
In 2003, acting in the capacity of fiscal sponsors, ten non-profit organizations were awarded contracts to oversee the implementation and operation of SLRC.
Each SLRC employs staff in the role of Center Manager, Information and Referral Specialist, Family Caregiver Support Specialist and SHIP/SMP Coordinator. The SLRC also employs staff in the role of
community. Through a supported decision-making model, SLRC also provides assistance to those individuals who for a variety of reasons need help in making decisions for themselves or for family members about long-term care. SLRC also assists consumers to navigate what is often a complex process of applying for services at a time when they must deal with their own health care crises or on behalf of a family member or other person. For these individuals, SLRC is the single point of entry for long-term care services and supports, including Medicaid nursing home care and the Medicaid Waiver services. The model has demonstrated that individuals can access the services and supports they need in a more person centered and streamlined approach.
However, SLRC referrals are not limited to Medicaid applicants and recipients only. SLRC is the nexus for linking people to Social Services Block Grant services, Older Americans Act services, privately funded services, and services which are unique to a regional service area, regardless of an individual’s income.
BEAS administers the SLRC program. The cornerstone of NH’s systems change efforts has been the development of the statewide SLRC network. SLRC is NH’s Aging and Disability Resource Center model, the single entry point for older adults and adults with disabilities and their families to receive information and assistance in navigating the spectrum of long term care supports. NH’s system is recognized nationally as a leading model for Aging and Disability Resource Centers and the network is well known throughout the state as the key place for individuals to receive information, explore options and be connected to supports. Each of the 13 centers located throughout the state has a long-term support counselor and a caregiver resource specialist who work together and with multiple community partners to help consumers to coordinate information and services to make decisions about their care. In addition, each SLRC works with a staff member assigned from the Division of Family Assistance (DFA), who determines financial eligibility for Medicaid and a long-term care nurse who determines clinical eligibility for services. These staff work together to help the individual and their family to identify current and future needs, explore options, and develop a long term care plan.
BEAS administers the New Hampshire Family Caregiver Support Program (NHFCSP), funded by AoA, and the state general funded Alzheimer’s Disease and Related Disorders (ADRD) respite grant program for caregivers. Both programs work with persons who are not Medicaid eligible to provide timely intervention and supports to caregivers so that they can continue in their caregiving roles and avoid spend down and placement of the care recipient. The NHFCSP, ADRD and the Transitions in Caregiving Project (TIC), a demonstration grant also funded by AoA, utilize a consumer-directed model. Through assistance from SLRC staff, family members and others who provide care for an elderly adult, or an adult with disabilities, or grandparents and relatives raising a child or children can gain needed help. Regardless of where family caregivers are in their caregiving role, whether they are a long distance caregiver, or just starting to provide assistance, or have progressed to full time care, assistance is available. Families and others play a critical role in enabling seniors to remain in their own homes for as long as possible.
Family caregivers who provide full time care and meet the eligibility criteria of the Title III-E funds will have access locally, at the SLRC sites to respite care and other supplemental services under a consumer-directed model that is flexible and responsive to their needs. While respite care and flexible funding are valuable components of the NHFCSP, the ability of caregivers to connect with a Caregiver Specialist and/or Long Term Support Counselor for assistance and emotional support is also important in sustaining family caregivers.
BEAS administers New Hampshire State Health Insurance Assistance Program (SHIP) at the community level through the SLRCs. The primary mission of SHIP is to provide information, counseling and assistance relating to the procurement of adequate and appropriate health insurance coverage including
such topics as Medicare coverage, Medicare Prescription Drug Benefit, Medicare Supplemental Plans, and long term care insurance to Medicare eligible persons, their families and caregivers. SHIP also strives to recruit, train, and maintain a network of volunteers to help with providing these services at the SLRC.
SHIP provides personalized counseling to an increasing and diverse number of individual beneficiaries unable to access other channels of information or needing and preferring locally-based individual counseling services. SHIP conducts targeted community outreach to beneficiaries in public forums either under their sponsorship or with community-based partners or coalitions to increase understanding of Medicare program benefits and raise awareness of the opportunities for assistance with benefit and plan selection.
The SHIP program was established to increase and enhance beneficiary access to a counselor workforce that is trained and fully equipped and proficient in providing the full range of services, including enrollment assistance in appropriate benefit plans and continued enrollment assistance in prescription drug coverage. SHIP will participate in CMS education and communication activities, thus enhancing communication between CMS and SHIPs to assure that SHIP counselors are equipped to respond to both Medicare program updates and a rapidly changing counseling environment and to provide CMS with information about the support and resources that SHIPs need to provide accurate and reliable counseling services.
BEAS administers New Hampshire’s Senior Medicare Patrol Project (SMP) at the community level through the SLRCs. The SMP’s primary mission is to a) increase community awareness of the importance of health care fraud control through education, counseling, assistance and outreach to people with Medicare; b) recruit, train, and maintain a network of volunteers to help with providing these services in the respective SLRC catchment area; and c) refer potential fraudulent cases for further investigation. The program makes Medicare and Medicaid beneficiaries more informed health care consumers and enables them to play an important role in helping to avoid payment errors.
As a commitment to providers, BEAS Representatives and regional SLRC programs meet as a statewide network to share information, review data, and plan for the continued quality improvement of SRLC. BEAS will maintain a leadership role in:
• Defining the BEAS deliverables and budget model;
• Defining the vision, mission, business model, and strategy for the SLRC program;
• Developing SLRC marketing materials
• Developing training standards, and curriculum guidelines, including orientation to the SLRC program model and task-specific skills;
• Establishing annual goals and objectives;
• Enforcing compliance with program requirements and performance measures, operating goals and performance outcomes;
• Establishing minimum statewide standards;
• Exercising accountability and oversight as it relates to assuring that conflict of interest does not exist with the SLRC program;
• Monitoring programmatic and financial results;
• Outlining minimum requirements for organization structure, staffing, and job descriptions;
• Providing statewide administration and funding of the Refer7 information and referral database system;
In this Request for Proposals, it is the intent of the BEAS to maintain the successes and opportunities demonstrated during SLRC operations for the past 10 years and to outline expectations with respect to future working relationships, program structure, operations, and performance.
TARGET POPULATION: 1. Persons age 60 and over,
2. Adults over the age of 18 who are chronically, physically ill or disabled and who may need long term care supports,
3. Family members, caregivers, advocates and providers,
4. Any persons desiring information and supportive referrals regarding issues related to aging, long term care, social service programs, independent living, disability issues as well as opportunities to volunteer, wellness education and activities, and social involvement.
CATCHMENT AREA AND LOCATION OF SERVICELINKS
Catchment Area: NH County lines with the exception of Cheshire County will organize the SLRC regions. The SLRC located in Cheshire County will also cover 12 cities and towns located in Hillsborough County and will be named the SLRC of the Monadnock Region. See Catchment Area in the Attachment Section of this RFP.
There will be thirteen (13) operational ServiceLink offices, one in each catchment area with exception to Hillsborough, Rockingham and Grafton counties that will have two ServiceLink sites. Hillsborough County will operate one site in Manchester and one site in Nashua.
SECTION 2
PROPOSAL REQUIREMENTS AND TIMETABLE 2.1 Owner
This RFP is issued by:
Nancy L. Rollins, Associate Commissioner Department of Health and Human Services Division of Community Based Care Services Bureau of Elderly and Adult Services
2.2 Contract Officer
The contract officer is the sole point of contact from the date of RFP release until the selection of the successful bidders. All questions and requests for clarification must be submitted in writing to the contract officer identified below.
Catherine A. Cormier, Contract Administrator Bureau of Elderly and Adult Services
Division of Community Based Care Services NH Department of Health and Human Services 129 Pleasant Street, Brown Building
Concord, NH 03301 Telephone (603) 271-7015
2.3 Procurement Timetable
DATE ACTIVITY
February 5, 2010 R equest for Proposals Issued
February 19, 2010, 4:00pm EST Closing Date for Receipt of Mandatory Non-Binding Letter of Intent to Submit Proposal
March 2, 2010 (Snow date will be March 4, 2010)
Mandatory Bidders’ Conference
March 8, 4:00 PM EST Deadline for Bidders’ Questions to be Submitted to BEAS March 12, 2010* Written Response to Bidders Questions Distributed by BEAS April 2, 2010, 4:00PM EST Deadline for The Proposal Submission
Note: BEAS reserves the right to hold in person interviews. If exercised, they will be held April 12 –15, 2010. *
April 16, 2010* Contractors Selected
April 23, 2010* Contract Negotiation Complete
April 30, 2010* Execute Contract
May 20, 2010* Initiate Review of Contract by Attorney General
June 3, 2010* Initiate DHHS Review
June 10, 2010* Initiate Administrative Services Review
Executive Council meeting to gain approval of a contract awarded as a result of this RFP, or if BEAS requests bidders to provide an oral presentation or in person interviews.
2.4 Letter of Intent
All Bidders who intend to submit a proposal in response to this RFP shall submit a mandatory non-binding letter of intent by February 19, 2010, 4:00 pm EST. Bidders failing to submit a letter of intent by the stated deadline shall be disqualified. The letter of intent shall be addressed to the Contract Officer named in Section 2.2
Letters of intent should contain the following: 1. Reference RFP number and name;
2. Legal Name of Bidder: (please include d.b.a. if applicable); 3. Name of Executive Director;
4. Contact Person and Title;
5. Mailing address, e-mail address, and phone number;
6. Original signature of person authorized to sign the proposal for the organization; 7. Identify the catchment area(s) your agency intends to cover in the proposal; 8. Identify if you want to receive an electronic version of the RFP; and
9. Identify if you prefer to receive RFP forms electronically (via email) or on a diskette. Upon receipt of the Bidders Letter of Intent, the Contract Officer will email (or mail) to the Bidder’s contact person Excel and Word versions of the RFP forms.
2.5 Mandatory Bidders Conference
A Bidders Conference will be held on March 2, 2010, from 1:00 PM to 3:00 PM. BEAS reserves the right to select the venue in which to hold the Bidders Conference as follows: remotely through Webinar Technology and/or at Department of Health and Human Services, Brown Building, Auditorium, 129 Pleasant Street, Concord, New Hampshire. The Contract Officer identified in Section 2.2 will confirm (via email) the venue of the bidders conference to the prospective bidders on February 26, 2010. Only vendors that have submitted a Letter of Intent by February 19, 2010 by 4:00 PM will be permitted to attend.
The purpose of the Bidders Conference is to:
1. Provide prospective bidders with an overview of SLRC; 2. Request clarification of any section of the RFP;
3. Provide technical assistance of the RFP process; 4. Review RFP documentation.
Upon arrival at the Bidder’s Conference (if held in DHHS’s auditorium), all individuals attending will be required to complete a sign-in sheet that includes their name, the agency represented, their title, and their contact information (telephone, fax, and e-mail address).
2.6 Bidders Questions
Bidders are encouraged to submit written questions at least forty-eight hours prior to the Bidders conference to enable DHHS to formulate better Bidders Conference oral responses. No responses will be given prior to the Bidder’s Conference. All written questions received prior to or at the Bidder’s Conference will be read aloud and will receive unofficial responses at the conference. Additional
questions may be submitted by March 8, 2010, 4:00 PM EST. Questions should be e-mailed to the Contract Officer identified in Section 2.2.
Official written answers to these questions will be distributed to all attendees via e-mail on or before March 12, 2010. In addition, the official written answers to these questions will be published on the DHHS web site as an update to this particular RFP.
2.7 Bidder Eligibility
Bidders currently receiving funds from DHHS shall be in full fiscal and programmatic compliance with DHHS in order to receive consideration for an award under this RFP.
Bidders shall be in good standing with the Secretary of State to do business in New Hampshire and be in compliance with all federal, state and local licensing requirements. Bidders not currently registered in New Hampshire must provide assurance that they will register to do business in New Hampshire prior to submittal of the contract to Governor and Executive Council for approval.
In accordance with the following requirement of the Code of Federal Regulations (45 C.F.R. 92.35), the State will not enter into a contract with an entity or individual who is debarred or suspended or is otherwise excluded from or ineligible for participation in Federal assistance programs under Executive Order 12549, “Debarment and Suspension”.
2.8 Proposal Contents
The following items must be contained in the proposal to meet the minimum requirements for evaluation. The sections must be in the order described below and written in a straightforward and concise manner. To ease in the preparation of the proposals, mandatory forms (templates) are incorporated into this RFP as Exhibits (A-1 through B-3). Bidders are expected to carefully examine all requirements stipulated in this RFP and respond to each requirement in their proposal.
There are certain requirements, established by DHHS, with respect to proposals submitted in response to this RFP. The words “shall,” “must,” and “will” (except when used to denote futurity) shall be considered as indicative of a requirement in this RFP.
A. Transmittal Cover Letter – Exhibit A-1:
The bidder must fill in the requested information. The letter must be signed in ink, by an official of the bidding organization authorized to bind the bidder to the provisions of the proposal.
B. Bidder Summary of Corporate/Organization Background and Experience – Exhibit A-2
The bidder must fill in the requested information and where applicable, provide the requested information/documentation.
C. Statement of Work – Exhibit A-3
The bidder must provide a Statement of Work that specifically explains how each of the requirements of the work described in Section 4 will be fulfilled by the bidder.
There will be three Cost Proposals Exhibits to prepare: B-1, B-2 and B-3, for the programs included in Section 4 Statement of Work and outlined as follows:
1. Cost Proposal Exhibit B-1 shall include the cost proposal for: a. Information, Referral, and Assistance (Section 4.2.1); and b. Long-term Care Options Counseling (Section 4.2.2) 2. Cost Proposal Exhibit B-2 shall include the cost proposal for:
a. NH Family Caregiver Support Program (Section 4.2.3). 3. Cost Proposal Exhibit B-3 shall include the cost proposal for:
a. State Health Insurance Assistance Program (SHIP) (Section 4.2.4) b. Special Projects by SHIP – MIPPA (Section 4.2.4.1)
c. Senior Medicare Patrol Project (SMP) (Section 4.2.5)
Cost Proposal Exhibits B-1, B-2, and B-3 will be comprised of three components:
1.
Budget Form: Fill in requested information that includes the complete budget for the duration of the project. If start up costs will be needed, such costs must be segregated and identified as such in the Budget Proposal.2.
Personnel Form: Fill in requested information for all personnel that will be charged to the contract. Identify any sub-contractor personnel as such. Personnel costs proposed must demonstrate that salaries/wages are competitive with NH’s employment market and State of New Hampshire state employee salaries.3.
Budget Narrative: Provide written justification for the proposed expenses, by line item, for the duration of the project. The Budget Narrative should provide enough information that proposal evaluators need not seek clarification of the bidder’s budget proposal. If start up costs will be needed, such need must be clearly articulated and justified in the Budget Narrative. Additionally, include the methodology and explanation of arriving at the include amounts.In preparation of the Cost Proposals, Bidders shall identify from the Funding Allocation Table and Staffing Table located in the Attachment Section of this RFP. It outlines which funding sources support which programs as described in the above section, by catchment area. The Funding Allocation Table shall be used as guidance for bidders. The Staffing Table outlines the minimum full time equivalents (FTEs) needed to provide services including the Center Manager, for each SRLC catchment area (defined on page 8 of this RFP). BEAS reserves the right to negotiate the final budget with the selected Bidders. As a result, the selected Bidders may be asked to revise their budgets based on the results of negotiations and will be required to complete new budget forms for the contract. The cost proposal must contain the proposed cost for providing services for the twelve (12) month period (July 1, 2010 to June 30, 2011) of the contract.
Funds awarded shall be used solely to support the Statement of Work described in this RFP and may not be used to replace funding for a program already funded from another source.
Bidders are required to match the Long-term care State general funds portion of the award at a minimum rate of 25%. Bidders are required to match the SMP funds portion of the award at a
minimum rate of 25%. Matching funds may be cash or the dollar value of in-kind services and shall be reported within the budget form and narrative.
E. Complete and Submit the General Liability Acknowledgement Form and Civil Rights & American Disabilities Act Information found in the Attachment Section of this RFP.
2.9 Cost of Proposal Preparation
The entire cost for the preparation of a proposal, and the attendance at any Oral Presentation or Key Personnel Interviews shall be borne by the bidder.
2.10 Submission of Proposals
A. To facilitate the proposal evaluation process, bidders must submit one original and five (5) copies of the entire proposal to the Contract Officer named in Section 2.2 by April 2, 2010 4:00 PM EST. B. The bidder must label the original proposal (original signature[s] required) as "Original." The bidder
must label the five copies as “Copy”
C. The bidder must clearly annotate the proposal package with the phrase “RFP # 11-DCBCS-BEAS-NHSLRC-01 Bid Enclosed”
Proposals that arrive late will not be accepted and will be returned unopened to the bidder at the bidder’s expense. All proposals, whether rejected or accepted, become the property of the State of New Hampshire, Department of Health and Human Services.
SECTION 3
EVALUATION OF PROPOSALS
BEAS will conduct a comprehensive, fair, and impartial evaluation of proposals received in response to this procurement effort and RFP. BEAS reserves the right to reject any and all proposals.
3.1 Evaluation Team
An Evaluation Team will be established for the reviewing and scoring all the proposals. The Evaluation Team will recommend those proposals that should be funded. The final decision regarding selection rests with the DHHS Associate Commissioner for Community Based Care Services.
3.2 Scoring
Total maximum number of points to be awarded is 100. 3.2.1 Evaluation of Minimum Requirements (10 Points)
A. The purpose of this evaluation is to determine if each proposal is sufficiently responsive to the RFP to permit a complete evaluation. Proposals must comply with the proposal content requirements and timetable specified in Section 2. Failure to comply with the instructions shall deem the proposal non-responsive and subject to rejection without further consideration. The minimum requirements for a proposal to be given consideration are:
1. The proposal must have been received as provided in Section 2.10 and in the number of copies specified.
2. The proposal must comply with all of the sections as provided in Section 2.8, follow the sequence of format and provide corresponding references to this RFP.
3.2.2 Evaluation of the Corporate Organization and Project Staff Experience (15 Points)
A. BEAS will evaluate the experience, corporate/organizational resources, and corporate/organization qualifications of the bidder. In addition, the experience of all assigned staff will be evaluated. BEAS will determine to what extent the organization and assigned staff have the capabilities to deliver the services described in the RFP and the bidder’s proposal. The bidder's financial ability to undertake the contract will also be evaluated. References may be checked.
3.2.3 Evaluation of the Statement of Work (40 Points)
A. The quality of the Statement of Work and associated timeline, will be evaluated including:
1. The bidder’s understanding of each of the services described in the RFP and the inclusion of same in the statement of work;
2. The bidder’s ability to meet the program requirements outlined in Section 4.1
3. The bidder’s knowledge of DHHS, the services it provides and the populations served;
4. The bidder’s ability to network and collaborate with the various resources and providers within the community/catchment area(s), as related to SLRC.
5. The organization, completeness and logic of the proposed Statement of Work.
3.2.4 Evaluation of the Cost Proposal (35 Points)
B. The cost proposal will be examined to determine if the cost proposal meets all minimum requirements, is sufficient to support the services, as described in the RFP and by the bidder in the bidder's proposal, and contains accurate calculations. Any cost proposal that is incomplete or in which there are significant inconsistencies or inaccuracies may be rejected by BEAS.
3.3 Oral Presentations
BEAS reserves the right to request Bidders to participate in Oral Presentations that would include explaining or clarifying characteristics or significant elements related to the proposals.
3.4 Key Personnel Interviews
BEAS reserves the right to request Key personnel interviews by Bidders. Key personnel would participate in a structured interview to determine their understanding of the requirements of this effort, their authority and reporting relationship within the organization, and their management style and philosophy.
3.5 Best and Final Offer
BEAS expects that each Bidder will put forth a definitive cost proposal. BEAS, however, reserves the right to make adjustments, clarification, and scope revisions and other similar changes, which shall be formalized in the conduct of the Best and Final Offer (BAFO).
A.
I
f adjustments are made, BAFOs shall be requested from the bidder. This step will be done in the form of a business letter sent from BEAS to the bidder requesting changes and the submission of a BAFO.B. BEAS’ request for a BAFO will describe changes that BEAS wishes to make to the RFP, if any, as well as the specific identification of deficiencies, problem areas or weaknesses in the bidder’s proposal. Bidders will be permitted to clarify or amend their proposals, including the cost proposal, in the areas identified by BEAS.
C. BEAS may decide to require an interview to discuss the issues raised in the business letter.
D. The resulting changes to the proposal (including costs) will be entered into the final evaluation. The revisions must be clearly identified and referenced to the correct section numbers of the RFP.
3.6 Final Evaluation
The Evaluation Team will complete the final evaluation utilizing the same evaluation criteria used in the preceding evaluation for proposal revisions associated with Section 3.5. Only the areas of each proposal affected by 3.5 will be reevaluated. Bidder’s scores will be reviewed and updated to reflect the final evaluation.
3.7 Contract Award
The evaluation by BEAS will result in the selection of up to 10 vendors that are most advantageous to BEAS. After analysis, evaluation and validation of bidder responses, the successful bidders will be notified in writing by BEAS.
this resultant contract will be required by BEAS. Upon resolution of the final negotiations, BEAS will prepare a final contract and submit the contract for Governor and Executive Council approval. B. BEAS reserves the right to scale down the requirements delineated in this RFP or to not award the
bid.
C. Any contract resulting from this RFP shall comply with the formatting requirement of BEAS and shall include all of the terms contained in the State’s standard contract form (Form P-37; see Attachment 1 of this RFP) and supporting documents. The contract shall be effective only upon approval of the Governor and Executive Council.
3.8 Recommendation for Non-Selected Proposals
In accordance with New Hampshire Statutes Annotated Chapter 21-I: 13-a, no information shall be available to the public, the members of the general court or its staff, notwithstanding the provisions of RSA 91-A: 4, concerning specific invitations to bid or other proposals for public bids, from the time the invitations or proposal is made public until the bid is actually awarded, in order to protect the integrity of the public bidding process. This means that no information can be provided to non-selected Bidders until contracts are awarded to selected bidders through the Governor and Executive Council.
After Governor and Executive Council approves contracts for selected Bidders, non-selected Bidders will be notified in writing and may request an opportunity to:
a. Discuss with DCBCS/BEAS administrative staff the reasons for not being selected. b. Receive recommendations that may make future proposals more effective.
Such requests shall be submitted in writing to:
Nancy L. Rollins, Associate Commissioner Department of Health and Human Services Division of Community Based Care Services 129 Pleasant Street, Brown Building
Concord, New Hampshire 03301-3857
Such requests are not considered appeals. Selection decisions are final pending Governor and Council approval. Once a Bidder has submitted a letter, DCBCS/BEAS will attempt to accommodate such requests within a reasonable time.
SECTION 4
STATEMENT OF WORK
This section provides a listing of the services to be provided through this RFP. The BEAS is seeking bidders who are capable and interested in managing a SLRC Program and delivering on the Program Requirements and Scope of Services as described below. In addition to having responsibility for a specific catchment area(s), bidders must be willing and able to function as part of the statewide network of providers operating under the same minimum requirements and scope of services.
A key to the success of the SLRC Program is a common understanding and expectation of performance. The following set of core Program Requirements and Scope of Services represent expectations for acceptable contractor performance and provides the framework by which to develop and measure program outcomes.
4.1 Program Requirements
Each bidder is required to complete and separately respond to the program requirement questions below. Bidders must agree to and in some instances demonstrate in their proposal, their ability to meet the core Program Requirements described below:
1. Does bidder agree to act as and operate as a nonprofit organization under Section 501 (c)(3) of the IRS code in accordance with the voluntary corporations and associations’ provisions outlined in RSA 292 or under the auspices of a nonprofit organization designated as a 501(c) (3) that is the fiscal sponsor? (Yes or No-Note that an answer of yes is required to be eligible for funding.)
2. Does the bidder agree to actively pursue and/or generates revenues and community support to maintain the program, particularly with respect to community-defined requirements, features, and services that the State may not fully fund? (Yes or No-If Yes, please indicate how in more detail. If No, explain why)
3. Does the bidder agree to operate the SLRC as an independent program separate and distinct from the fiscal sponsor, shall characterize the SLRC as an independent program in advertising, marketing, and all descriptive literature that it develops and/or disseminates, as well as when orally describing the program? (Yes or No-If Yes, please indicate how in more detail. If No, explain why)
4. Does the bidder agree to occupy office space that is distinct from any other service provider or program? (Yes or No-If Yes, please indicate how in more detail. If No, explain why)
5. If the bidder is awarded a contract, does the bidder agree to sign and submit a conflict of interest agreement? (Yes or No-Note that an answer of yes is required to be eligible for funding. Please indicate how in more detail)
This agreement will state that the contractor, staff, advisory board/board of directors, or volunteers of SLRC have not and shall not directly or indirectly participate in agreements, arrangements, investments or other activity with any party doing business with SLRC that will result in personal benefit to them. It shall also state that none of the members above have been or shall be in receipt, directly or indirectly, of any payments, salary, loans or gifts of any kind, or any free services, discounts or other fees from or on behalf of any person or organization engaged in any transaction with SLRC. Any exception to the above shall be summarized with a full description of the transactions and of the interest, whether direct or indirect, which they have had or will have during
6. Does the bidder agree to have an independent SLRC Board of Directors if operating as a 501(c)(3) or a SLRC Advisory Board if operating under the auspices of an agency sponsor? In cases where the SLRC is operating under a fiscal sponsor, the Advisory Board shall be given written delegated authority by the fiscal sponsor’s Board of Directors to govern the program, subject to the ultimate direction and control of the sponsor’s Board of Directors. (Yes or No-Note that an answer of yes is required to be eligible for funding.)
7. Does the bidder agree that the Board of Directors or the Advisory Board shall consist of at least nine members and the composition of the SLRC Board of Directors/ Advisory Board include the following representation from the target population:
a. People over age 60;
b. Adults over age 18 living with chronic illnesses or disabilities;
c. Family members, caregivers and family caregivers of the target population; d. Local community providers; and
e. Representation of cultural and ethnic minorities residing within the community. (Yes or No-Note that an answer of yes is required to be eligible for funding.)
8. Does the bidder agree to include at least 25 percent of the Board of Directors or Advisory Board membership representation from the target population? Note: Consumers, caregivers, or family board members who work for a human service agency organization may not be counted in meeting this standard. (Yes or No-Note that an answer of yes is required to be eligible for funding.)
9. Does the bidder agree to provide governance as a SLRC Board of Directors or SLRC Advisory Board as follows?
a. Meets quarterly to monitor fiscal and personnel management, program reports and status of the program.
b. Actively support staff in meeting program goals and objectives.
c. Reviews the program’s performance data as part of an ongoing quality management program.
d. Assures that the organization adheres to policies and guidelines as outlined by State of New Hampshire Statutes for Charitable Trusts and NonProfit Organizations (RSA 7:19 -7:32-1 and RSA 292:1-292:31).
e. Maintains an organizational chart with clear reporting relationships of key personnel. f. Assists with the maintenance of a detailed line-item budget that includes: salaries and
related taxes for paid staff, Workers Compensation insurance, insurance coverage for buildings and personal liability, as well as other costs related to the day-to-day operations of the program.
g. Oversees the maintenance of essential financial records including: open accounts and in-kind donations; submits reports and audited financial statements to the Bureau of Elderly and Adult Services as required.
h. Participate in administration of the program including the creation of annual program goals and budget
i. Participate in a SLRC Orientation
10. Does the bidder agree to utilize the minimum number of staff for the region the bidder is proposing to cover according to the Staffing Table in the attachment section of this RFP? (Yes or No- If No, explain why)
11. Does the bidder agree to screen and interview all paid and program volunteer staff? (Screening includes a criminal background and Adult Protective Service Registry checks, and motor vehicle driving record and two character references.) (Yes or No-Note that an answer of yes is required to be eligible for funding.)
12. Does the bidder agree to utilize the attached job descriptions and requirements for key staff as a foundation for maintaining written job/service descriptions for paid and volunteer staffs that are specific in scope and duties of their respective roles? (Yes or No-Note that an answer of yes is required to be eligible for funding.)
13. Does the bidder agree to conduct a written job competency/service performance review for all paid and volunteer staff annually? (Yes or No- If No, explain why)
14. Does the bidder agree to provide support, education and training for all paid and volunteer staff at a minimum of 12 hours per year? (That includes orientation to the ServiceLink Resource Center program model and task-specific skills. (Yes or No- If No, explain why)
15. Does the bidder agree to operate the ServiceLink program within its fiscal sponsors agency, personnel and human resource policies and procedures? (Yes or No- If No, explain why)
16. Does the bidder agree to provide sufficient1office space and supplies to all key staff, volunteers? (Yes or No-If Yes, please indicate how in more detail, note that an answer of yes is required to be eligible for funding.)
17. Does the bidder agree to provide sufficient space and supplies to outside team members including Division of Family Assistance (DFA) staff a minimum of three business days per week for financial screenings and interviews? (Yes or No-If Yes, please indicate how in more detail, note that an answer of yes is required to be eligible for funding.)
18. Does the bidder agree to attend all trainings for SLRC Personnel? (Yes or No-Note that an answer of yes is required to be eligible for funding.)
19. Does the bidder agree to adhere to the following operational and facilities management requirements for the SRLC program?
a. Staff hours shall be arranged to provide a minimum of 40 hours of operation per week, which includes availability by appointment on the weekend and evening coverage. Publish schedule of hours throughout the catchments area.
b. Provides satellite offices or other forms of consumer accessibility to the SLRC program for the catchment area sent with this bid.
c. Location of SLRC and its satellite offices that exist must be in a central location for a particular county or region, centrality being defined by the generally accepted standards of the county. Centrality may be demonstrated in a variety of ways such as proximity to main roads, population centers, businesses, shopping areas, health care sites, and the availability of public transportation.
d. Operates primary sites and other forms of access for consumers in buildings and facilities that are barrier free.
e. Meets all state and local rules and ordinances related to health, fire and life safety codes. f. Maintains a written response plan to include, but is not limited to response to fire,
violence, inclement weather, and medical and other emergencies.
g. Maintains a written policy and/or procedure for referring emergencies to appropriate emergency response agencies.
(Yes or No-If Yes, please indicate how in more detail. If No, explain why)
20. Does the bidder agree to have a SLRC sign visible outside the building in which the site(s) are located? (Yes or No-If Yes, please indicate how in more detail. If No, explain why)
21. Does the bidder agree to operate equipment and software that meets the State of New Hampshire’s minimum Information Technology (IT) standards for software/hardware that is equivalent or better than listed below: (Yes or No-Note that an answer of yes is required to be eligible for funding.)
a. Microsoft Windows XP Professional b. Microsoft Internet Explorer version 6.0
c. Documents, spreadsheets and presentations that are compatible with Microsoft Office 2000
d. Network Associates- McAfee VirusScan version 5.2 e. Broadband or DSL Internet Access
f. Intel Pentium or Celeron processor running at a minimum of 166MHz or a Pentium II processor running at a minimum of 350 MHz
g. 512 MB RAM
22. Does the bidder agree to comply with the SLRC Computer Use Agreement (Attachment 18) and comply with the HITECH Act as written in the Contract Form Standard Exhibit I, Business Associate Agreement? (Yes or No-Note that an answer of yes is required to be eligible for funding.)
4.2. Scope of Services
BEAS requires that each bidder respond to all the sections in the scope of services. Bidders must agree to and demonstrate in their proposals, their ability to meet the scope of services as described in the overview and detailed components below.
Overview of Services
1. Information, referral and assistance in accordance with SLRC program components.
2. Long-term support options counseling in accordance with SLRC program components. This service includes but is not limited to:
a. Assessment and eligibility pre-screening for state and federal programs that provide functional, financial, physical, mental, and community support systems.
b. Support and advocate streamlined access to clinical assessments for level of care determinations for long-term support.
3. Caregiver counseling accordance with the NHFCSP. 4. Medicare counseling in accordance with the (SHIP).
5. Medicare and Medicaid fraud and abuse reporting, outreach, and education in accordance with the (SMP).
Does the bidder agree to provide all of the following services outlined in section 4.2 as part of the SLRC program?
(Yes or No-If Yes, please indicate how in more detail, note that an answer of yes is required to be eligible for funding. Refer to Exhibit A-3 Statement of Work for further instructions)
The following describes the detail components of the SLRC services 1-5 listed above in the “Overview of Services Offered.” If new programs or funding opportunities become available, SLRC could be asked to offer or partner in offering other new programs.
4.2.1 Information, referral and assistance
a. Provide information and supportive referrals for people to help them locate supports that are responsive to their needs, strength, and desires from private, volunteer, public, and other agencies and individuals.
b. Provide coverage to all callers who use the toll-free default and all out of state consumers who use the SLRC toll free line by providing assistance and/or transferring the caller to the appropriate, ServiceLink based on catchment area. BEAS shall select one bidder to provide this service. The winning bidder will be awarded an additional $2,000 in each SFY to offset operational expenses.
c. Provide information and supportive referral services in a culturally competent manner.
d. Provide short-term referral and decision support coordination at a person’s request and direction.
e. Where sufficient information exists, provide follow-up activities on all inquiries to assess referral outcomes and unmet needs.
f. Operate free of bias or conflict of interest and make referrals in an impartial manner and in the best interest of the consumer. Does not discriminate based on race, religion, place of origin, age, gender, or sexual orientation.
g. Develop and maintain a communication strategy that includes face to face and telephone contacts as well as written materials to provide information and supportive referrals. Provide coverage in all designated catchment area(s) and work with network partners in serving border communities.
h. Provide written procedures detailing how conflicts of interest will be avoided should the SLRC or fiscal agent also provide other services.
i. Maintain, and organize reliable information on informal resources for the catchment area. j. In partnership with BEAS, use the Alliance of Information and Referral Standards and the
REFER7 information and referral software to administer a database of:
i. Local and state-wide, formal resources and supports available for persons age 60 and older and adults age 18 and older who are living with disabilities or chronic illnesses, caregivers, families, and providers; and
k. Follow current policies and procedures developed by BEAS in partnership with the SLRC network.
l. Collaborate with local community organizations and consumers to plan, coordinate and implement public education programs of interest and importance to the target population including examples of long-term support options, wellness and aging, family care giving, safety and legal issues, life course and financial planning, employment, advocacy, and other related topics to enable consumers to make informed decisions for their future needs.
m. Promote community awareness of the SLRC program locally and work with the BEAS to administer a statewide communication plan.
n. Utilize approved SLRC formats and protocols in all regional public relations and marketing activities and materials.
o. Provide public outreach and information to the community in order to increase awareness and promote the independence and safety of elderly and incapacitated adults.
p. Provide appropriate and timely referrals to BEAS Adult Protective Social Workers.
4.2.2 Long Term Support Options Counseling
a. Performs person centered comprehensive needs assessments, including mental, physical, functional, cultural, financial, environmental, and life goals to determine appropriate referrals. b. Provides clinical eligibility counseling and financial prescreening for State and Federal
Programs.
c. Uses professional knowledge and skills in providing person centered care to consumers. Provides long term support counseling to select persons in hospitals, rehab facilities, or nursing homes, or at home.
d. Develops preliminary care planning and long-term support counseling. Conducts information gathering and provides limited follow-up based on consumer preferences.
e. Ensures that consumers and their representatives are active participants in all phases of the long-term care assessment, planning and decision making process.
f. Collaborates with the consumer in conducting a confidential, comprehensive assessment and developing a plan consistent with consumer preferences for current or future long-term services.
g. Uses principles of informed consent and confidentiality to ensure consumer’s understanding and agreement in all phases of the long term support counseling assessment, planning and decision making processes.
h. Negotiates with the consumer in conducting referral, follow-up and home visits to ensure agreed upon services and activities are meeting consumer needs, preferences and satisfaction. i. Negotiates, collaborates and coordinates with consumers, families and providers when planning
and managing availability, accessibility and delivery of direct services and benefits.
k. Actively engages in evaluative and quality assurance activities to ensure consumers receive effective and satisfactory activities, services and care consistent with the self defined needs and preferences of consumers.
l. Utilizes reflective practice, peer support and counseling and ongoing education and training to ensure professional responsibility, professional accountability and implementation of best practice standards in providing activities, services and care to consumers.
m. Engages in interprofessional, intraprofessional, and interagency cooperation and education to promote awareness of long-term support counseling services on behalf of current and future consumers.
n. Conducts and/or attends team meetings with appropriate staff from the SLRC, New Hampshire Department of Health and Human Services (DHHS) District Office, private Home and Community Based Care case managers, and other human service providers as necessary. These meetings include but are not limited to local Elder Wrap meetings and BEAS coordinated meetings.
4.2.3 The NH Family Caregiver Support Program (NHFCSP)
a. A minimum of one staff person will be employed as a Caregiver Resource Specialist to respond to requests from family caregivers and assist in providing appropriate referrals to existing community resources. The Caregiver Resource Specialist will have the core competencies listed in the attachment.
b. The Caregiver Resource Specialist will be available and take part in all the trainings identified in the Transitions in Caregiving (TIC) project and other ongoing trainings and education to ensure professional responsibility, accountability and implementation of best practices in providing services and care to family caregivers.
c. The Caregiver Resource Specialist and/or other SLRC staff shall be available to provide assistance and options counseling to family caregivers (includes: caregivers of adults with disabilities and chronic illness, and grandparents and relatives raising children) via telephone and face-to-face visits.
d. The SLRC site will conduct outreach to “hard to reach” caregivers. See attached definitions. e. For family caregivers that require support beyond information and referral, the Caregiver
Resource Specialist will conduct a confidential, face-to-face comprehensive assessment of the family caregiver’s needs, utilizing a specified assessment instrument. The Caregiver Specialist will assist the family caregiver to develop a plan of support utilizing a person-centered approach, and provide periodic follow up, as necessary.
f. The SLRC site will administer Title III-E and Alzheimer’s Disease and Related Disorders (ADRD) respite funds for eligible family caregivers in their service area according to State administrative policies and rules. Priority consideration will be given to family caregivers caring for an individual at risk of nursing home placement, and those of lower socio-economic means.
individuals (could include individuals from community partners) in the SLRC catchment area be trained in the Powerful Tools for Caregivers curriculum.
h. At least one (but not limited to one) PTC 6-week training session will be conducted in the SLRC catchment area per fiscal year with the exception of Hillsborough and Rockingham Counties, which will have a minimum of two. Other related trainings will be offered as appropriate for the catchment area.
i. The SLRC site will facilitate the development and building of relationships with local businesses and community providers to leverage and enhance existing caregiver supports.
j. The SLRC site will develop and facilitate a caregiver support group in the absence of an existing support group in the catchment area.
k. Reporting and accountability will be consistent with the BEAS, AoA and TIC project requirements.
4.2.4 State Health Insurance Assistance Program (SHIP)
Please refer to attachment SHIP Operating Guide provided by the CMS for the specific components of the SHIP program.
4.2.4.1 Special Projects by SHIP – MIPPA
Congress may allocate special funding for projects to ensure Medicare services and programs are available to certain population groups. The Medicare Improvements for Patients & Providers Act (MIPPA) Provides targeted outreach and education for low-income people so they can have access to the Low Income Subsidy (LIS) with Medicare Part D and the Medicare Savings Programs (MSP).
BEAS shall award bidders with MIPPA funding based on Federal statistics reported to BEAS related to potential LIS beneficiaries not enrolled.
4.2.5 Senior Medicare Patrol Project (SMP)
The SMP Program was established to empower beneficiaries/consumers to prevent health care fraud, errors and abuse through outreach and education through the use of a trained volunteer and supportive staff network. As a site of the SMP program in New Hampshire, bidders agree to:
a. Foster national and statewide coverage of SMP by providing services that will be provided locally, regionally, and statewide, and that will involve collaboration with organizations representative or knowledgeable about the target population through formal and informal partnering, the use of toll free lines, web-based strategies, and local and statewide media and outreach planning.
b. Improve beneficiary education and inquiry resolution for major areas of health care fraud recommended by national evidence such as Medicaid, Durable Medical Equipment and home health by working with other local and statewide resources to support expanded SMP coverage (e.g., home health organizations, discharge planners, case managers).
c. Foster program visibility and consistency to enhance the capability to identify and refer instances of potential health care fraud by (a) collaborating in a seamless and consistent way with community-based providers, (b) conducting timely reporting to the SMARTFACTS database that meets requirements of the Office of the Inspector General (OIG) the monitor of the program’s inquiries, outreach and education, volunteer management and resolution of complex issues, (c) using the SMP Resource Center’s web and resources, including the Volunteer Foundations Training Kit.
d. Improve efficiency of SMP while increasing results for both operational and quality measures by meeting AoA’s objectives that utilize SMARTFACTS to support these performances: (a) the number of elderly beneficiaries educated, (b) inquiries and the rate of inquiry resolution, and (c) Medicare, Medicaid or other savings. In addition provide to BEAS a quarterly program progress report designed by AoA.
e. Target volunteer, community, and partnership training and education to isolated and hard to reach populations, as required by the Olders American Act (OAA), by providing SMP services, partnership relationships, and maintenance of a volunteer network that will serve the most vulnerable populations in the state that are traditionally underserved due to barriers, such as isolation, poverty, and literacy.
4.3 Performance Measures
BEAS is undergoing a process of quantitatively defining a highly functional SLRC through the collection of performance measures. These measures will be utilized to set performance standards across New Hampshire’s SLRC program. The table below is the draft outline of the performance measures each contracted SLRC will be required to report during the contract period. Performance standards maybe utilized in future contracting as well as shared with policy makers. The method by which this information will be captured includes but is not limited to: Contract site review, Refer 7, Consumer Satisfaction Survey, SHIPTalk, SMARTFACTS, and other State of NH and ServiceLink developed templates (Customized Reports i.e. Program and Financial Service Reports). BEAS reserves the right to modify and update the performance measures listed in this table.
Does the bidder agree to provide the following performance measures as part of the SLRC program? (Yes or No-If Yes, note that an answer of yes is required to be eligible for funding.)
Performance Measure
Method
Information, Referral, and Assistance and Program at large
:
Please describe the SLRC's progress in the past year (open ended)
Number of customer satisfaction surveys sent annually
Customized Report
Number of volunteers for the SLRC Program measured by FTE (2,000 hrs.) Customized Report
Number of community outreach and educational events staff participated in
annually
Customized Report
Number of AIRS certified staff
Customized Report
Number of referrals made for services offered by SLRC annually
Refer7
Number of contact and client types by type and % as defined by BEAS
Refer7
Number of referrals made for services outside SLRC annually
Refer7
Number of 'unmet need' provisions documented annually
Refer7
Long Term Support Options Counseling (LTSOC):
Method
Number of person centered comprehensive needs assessments annually
Customized Report
Number of completed care plans annually
Customized Report
Number of meetings conducted or attended for outreach or training annually Customized Report
Number of LTSOC referrals made annually
Refer 7
Number of referrals made by LTSOC annually
Refer7
NH Family Caregiver Support Program:
Method
Number of staff trained in Powerful Tools for Caregivers curriculum
Customized Report
Number of Powerful Tools for Caregivers trainings conducted annually
(six-week session = 1)
Customized Report
Number of other caregiver specific training sessions conducted annually
Customized Report
Number of community outreach/information sessions conducted annually
Customized Report
Number of individuals who received Title III-E respite services annually
Customized Report
Number of individuals who received Alzheimer's' Disease and Related
Disorders respite funds annually
Customized Report
Number of caregiver support group meetings held in the community by the
SLRC staff annually
Customized Report
Average number of attendees at support group meetings
Customized Report
Number of family caregivers who receive I&R (access assistance) annually Refer7
Number of one-on-one counseling sessions
Refer7
Number of in-person comprehensive assessments of the family caregiver
needs completed annually
Refer7
SHIP specific performance measures:
SHIP Grant sets forth performance
levels to measure SHIP effectiveness to determines future grant funding
based on the following elements:
Method
Number of persons reached through presentations, plus reached through
booths/exhibits at health/senior fairs, plus enrolled at enrollment events per
1,000 Medicare beneficiaries in the SLRC Region.
Customized Report
Total number of counselor FTEs (per capita total active State, local and
field counselors; SHIP-paid, in-kind paid, and volunteer counselors in
full-time equivalents (2,000 hours per year)) per 100,000 Medicare beneficiaries
in SLRC Region
Number of local and field counselor hours (SHIP-paid, in-kind paid, and
volunteer counselor hours) as a proportion of the total State and Local field
counselor hours (SHIP-paid, in-kind paid and volunteer counselor hours) in
SLRC Region
Customized Report
Number of total client contacts (in-person office, in-person home, telephone
(quick call and regular), and contacts by e-mail, postal or fax) per 1,000
Medicare beneficiaries in the SLRC Region.
Refer 7
Number of substantial, personal, direct client contacts (telephone, in-person
office, in-person home) per 1,000 Medicare beneficiaries in the SLRC
Region.
Refer 7
Number of contacts with Medicare beneficiaries in the CMS defined
Disabled program per 1,000 Medicare beneficiaries in the CMS defined
Disabled program.
Refer 7
Number of unduplicated low-income Medicare beneficiary contacts and/or
contacts that discussed low-income subsidy (LIS) per 1,000 low-income
Medicare beneficiaries in the SLRC Region.
Refer 7
Number of unduplicated enrollment contacts (contacts with one or more
qualifying enrollment topics) discussed per 1,000 Medicare beneficiaries in
the SLRC Region.
Refer 7
Number of unduplicated Part D enrollment contacts (contacts with one or
more qualifying Part D enrollment topics) discussed per 1,000 Medicare
beneficiaries in the SLRC Region.
Refer 7
MIPPA:
Number and type of outreach events conduct during the reporting period;
Customized Report
Number of training and technical assistance session held on outreach,
screening, enrollment and where the sessions were held;
Customized Report
Number of programs agreeing to serve as enrollment centers; and,
Customized Report
Number of Part D, LIS/MSP enrollment events conducted.
Customized Report
Number of consumers enrolled in LIS and MSP;
Refer 7
SMP:
Timely Administration on Aging’s Program Progress Reports (see
attachment)
Customized Report
Report strategies and describe partnerships that are consistent with BEAS’
work plan submitted to AoA, the SMARTFACTS reporting system, OIG
monitoring elements, and AoA’s performances.
Customized Report
Timely reporting all SMP activities into SMART FACTS data base
SMART FACTS
BEAS will review performance measures during contract site reviews. The following is a sample of those performance measures.
Overall SLRC staff vacancy rate annually
Staff vacancy rate by position annually
Number of staff meetings annually
Number of Center Manager meetings held by BEAS attended annually
Number of I&R Specialist meetings held by BEAS attended annually
Number of trainings staff participated in annually
Conflict of interest policy and procedures are followed
Number of board/Advisory board meetings conducted annually
Number of staff participating in SMP program activity
LTS Counselor demonstrates all 10 BEAS defined LTSOC competencies
Number of LTSOC meetings held by BEAS attended annually
Number of trainings to maintain skills, knowledge, and utilizations of the SMARTFACTS
database through attending online trainings and BEAS meetings.
Number of staff participating in SMP Program activity
4.4 Reporting Requirements:
The contract shall meet the following reporting requirements as outlined in the table below, Section 4.4.1. BEAS reserves the right to modify and adjust the reporting requirements listed in this table, in such that the adjustments improve the documentation of contracted services, performance measures, and as required by the Federal government.
Does the bidder agree to provide the following Program and Financial Service Reports as part of the ServiceLink program?
(Yes or No-If Yes, note that an answer of yes is required to be eligible for funding.)
4.4.1 Program and Financial Service Reports Table
REPORT NAME FREQUENCY DUE DATES
1. Income and Expense Reports for B-1, B-2, and B-3 (SFY) Quarterly 30 days following the quarter reported
2. SLRC Consumer Satisfaction surveys sent Monthly Last business day of the
month. Total mailed for that month.
3. End of Year Programmatic Report: (Including education, volunteer data, End of Year Program Report)
Annual 15th of August following State Fiscal Year reported.
4. Final Programmatic State Fiscal Year Income and Expense Report for B-1, B-2, and B-3
Annual 60 days following the end of each State Fiscal Year reported.
SHIP and SMP Program reports
5. Client Contact Data – NPR (National Performance Report) CMS SHIP as required in Refer 7 reports assigned by BEAS
Uploaded by BEAS
Quarterly
6. NH Family Caregiver Federal Report Annual December 2010
7. Public and Media Activity Report – NPR (National
Performance Report) are reported into SHIPTalk.org.SHIP Form as assigned by BEAS
N/A
8. Resource Report - NPR (National Performance Report) for CMS SHIP
Quarterly 20 days following the reporting quarter. See Reports Due Calendar
9. All SMP activities are entered into SMART FACTS database Quarterly 20 days following the reporting period end date.
See Reports Due Calendar
10. AoA Program Progress Report (PPR) Narrative not part of excel reporting template. Instructions are part of reporting section of Center Manager Training Manual.
Quarterly 20 days following the reporting quarter. See Reports Due Calendar
11. Communication Report on SHIP concerns, problems, etc. Bi-monthly Bi-Monthly to BEAS SHIP Director
LTS Options Counseling Report
12. LTS Counselor DFA Tracking Tool SFY: Quarterly 15 days following end
4.5 Performance Outcome Measures
Performance outcome measures are information describing how well the SLRC is doing. BEAS will be working with winning bidders to develop and improve on tools that measure intermediate/process outcomes and end outcomes.
Intermediate/process outcomes describe steps within a program and can include intermediate results such as timeframes or output. An example would be: How many times a consumer called ab
