Request for Proposals to Operate the Regional VIRGINIA Telephone Call Center in Northern VA

Request for Proposals to Operate the Regional 2-1-1 VIRGINIA Telephone Call Center in Northern VA Issued on June 1, 2007 by Council of Community Services, Roanoke VA on behalf of 2-1-1- VIRGINIA

TABLE OF CONTENTS Executive Summary... 4 Call Center Criteria... 4 Section 1: Background... 6 1.1 Purpose of the Request for Qualifications (RFP)... 6 1.2 What is 2-1-1?... 7 1.3 What is the status of 2-1-1?... 8 1.4 What is the Council of Community Services (CCS)?... 9 1.5 Who are the Northern VA 2-1-1 Stakeholders?... 10 1.6 What is the Northern VA 2-1-1 Collaborative?... 12 Section 2: Specific Requirements. 12 2.1 Call Center Specifications... 12 2.2 Populations to be Served... 13 2.3 Contract Period... 13 2.4 Available Funds... 13 Section 3: Preparation and Submission Guidelines... 13 3.1 General Requirements... 13 3.2 Pre-Submission Requirements... 14 3.3 Submission Deadline... 15 3.4 Specific Submission Requirements... 15 A. Cover Sheet... 15 B. Table of Contents... 15 C. Submission Components... 16 D. Proposal Narrative...16 1. Your organization..16 2. Collaborative Experience... 16 3. Organizational Requirements... 17 4. Accountability... 18 2

5. Fundraising Success... 18 6. Familiarity with Northern VA... 18 7. System Promotion... 19 8. Human Services System Planning... 19 9. Current or Potential Capacity to Operate the Regional 2-1-1 Center... 19 Physical Plant and Telephone Capacity... 19 Current or Potential Capacity to Employ Professional Call Takers... 20 Current or Potential Capacity to Maintain Resource and Inquirer Databases... 20 Performance Metrics... 21 E. Attachments... 21 Section 4: Submission Evaluation and Selection Criteria... 22 Call Center Contractor Selection... 23 Contractor Negotiation and Award... 23 Signing and Execution of Contract... 23 Appendix A: Code of Virginia... 24 Appendix B: Northern VA Call Center Specifications... 26 Appendix C: Solicitation Cover Sheet... 29 Appendix D: 2-1-1 Call Center Budget and Instructions... 40 Appendix E: 2-1-1 VIRGINIA Standards... 47 Appendix F AIRS Standards Professional Information and Referral Summary... 49 Appendix G 2-1-1 VIRGINIA Sample Contract... 57 3

Executive Summary The Council of Community Services (CCS), on behalf of 2-1-1 VIRGINIA, and in conjunction with Northern VA Information & Referral (I&R) stakeholders is seeking proposals from organizations to operate the regional 2-1-1 call center that will be located in Northern VA. Interested organizations that meet the Call Center Contractor Criteria (listed below) and who wish to be considered for this role, should respond to the requirements of this Request for Proposals (RFP). Among applicants who meet the Call Center Contractor Criteria listed below, CCS may enter into negotiations with at least the two most qualified applicants. The results of these negotiations will be the identification of the one entity that offers the best terms and conditions to the Northern VA region for becoming the regional 2-1-1 VIRGINIA call center. The requirements for becoming the regional 2-1-1 call center contractor include meeting the following: Call Center Criteria The Call Center Contractor will be: 1. Located in Northern VA, which includes the cities of Alexandria, Fairfax, Falls Church, Manassas and Manassas Park and the counties of Arlington, Fairfax, Loudoun, and Prince William (hereafter referred to as PD8 or the Northern VA Region); or within 20 miles of the border of PD8 in Virginia. 2. Able to raise at least 10% of the first year cost of the 2-1-1 center operations from sources other than local or state public monies. Ten percent of the estimated cost of the system could be as high as $170,000. The fund-raising requirement will increase in subsequent years. 3. Able to answer all calls to 2-1-1 VIRGINIA from people needing help finding such services as food, shelter, rent or utility assistance, health or mental health treatment, disaster recovery, employment or volunteer opportunities within all jurisdictions in PD8. The call volume in the first twelve months of operation is expected to range from 36,000 to 54,000 calls and within three years to rise to 120,000 calls annually. In times of disaster or emergency, the call volume may exceed these numbers by as much as 40% for short periods of time. 4. Able to provide telephone coverage during normal daytime business hours for at least nine hours per day, Monday - Friday. Telephone coverage 8:15 a.m. to midnight 365 days a year leading to 24-hour coverage is desirable. 4

5. Able to plan and work cooperatively with local government staff to coordinate existing locally operated call center functions for senior citizens, child care resource and referral program, volunteer centers, disability populations and other human service needs with 2-1-1 VIRGINIA. 6. Able to consider recommendations, on a regular and ongoing basis from a group of stakeholders (including the statewide I&R/2-1-1 system, Commonwealth of Virginia, local and regional government representatives, other I&Rs, VAIRS (Virginia Alliance of Information and Referral Systems), nonprofits, and other funders, etc.) through the Northern VA 2-1-1 Collaborative as described on page 12. 7. Able to collect and organize caller data to (1) facilitate referrals, (2) provide descriptive information on requests for services, (3) identify service gaps and duplications, and (4) identify needs for additional staff training using required I&R software. 8. Able to assume responsibility within a specified time (to be negotiated) for updating and otherwise managing the resource database. The resource database of local human services information (the primary source of information for caller referrals) will be provided by the Northern VA Regional Commission. 9. Able to meet within a specified time (to be negotiated) the national standards for professional Information and Referral (I&R) as evidenced by employment of certified I&R Specialists and by accreditation of the regional 2-1-1 call center. 10. Able to demonstrate organizational and fiscal stability. 11. Able to demonstrate experience with and commitment to working in collaboration with a variety of stakeholders. 12. Able to provide direct service functions without outsourcing those services, unless permission is given by the Sole Source contractor (Council of Community Services). 13. The submission deadline for all proposals is 4 p.m. EDT Friday, July 6, 2007. 5

Section 1: BACKGROUND 1.1 Purpose of the Request for Proposals (RFP). The Council of Community Services (CCS), on behalf of 2-1-1 VIRGINIA and Northern VA stakeholders, is seeking proposals from organizations interested in developing the capacity to operate the regional 2-1-1 VIRGINIA human services information and referral call center in Northern VA. The organization selected will have responsibilities for answering calls, interacting with a standard required database of human services from which it identifies services appropriate to caller needs, participating in regional and local planning efforts, coordinating with similar services across the Commonwealth and within the metropolitan region, as well as for raising funds. Homeland security concerns and recovery from emergencies (natural and manmade) are expected to be important facets of the 2-1-1 system. Current funding from the Commonwealth of Virginia does not provide sufficient resources to open a 24 hour/7 days a week consolidated 2-1-1 call center at this time. The time period of this proposal begins with the signing of the contract and ends June 30, 2008. Funding past June 30, 2008, is dependent on appropriations from the Virginia General Assembly. The organization selected must be willing to commit to a multi-year collaborative process, leading to the development of sufficient organizational capacity, physical infrastructure, and fundraising capacity to initiate and sustain a regional 2-1-1 call center in Northern VA. 1 The successful candidate will: possess knowledge of and experience providing information and referral; show understanding of the region s place within the Washington Metropolitan region and the Commonwealth of Virginia; demonstrate commitment to a trained, diversified staff; have experience working with the various 2-1-1 stakeholders in Northern VA; demonstrate fundraising experience and expertise; and show commitment of board/staff to assuming 2-1-1 as a major program within the organization. 1 Contingent upon appropriations 6

1.2 What is 2-1-1? On July 21, 2000, the Federal Communications Commission (FCC) assigned 2-1-1 as the 3-digit access number for community information and referral nationwide. Information and referral (I&R) is the free link between people seeking health and human services assistance to the appropriate providers of such services. I&R services across the United States answer more than 50 million calls for assistance annually. I&R specialists assess callers' needs and determine the service providers that are best equipped to handle their problems or crises in order to make appropriate referrals. Additionally, I&R providers maintain comprehensive databases of helping resources which include federal, state and local government agencies, community-based organizations, faith-based organizations and private nonprofits. While services that are offered through 2-1-1 VIRGINIA may vary from community to community, 2-1-1 provides callers with information about and referrals to human services for everyday needs and in times of crisis. 2-1-1 offers information regarding how callers can access services that include but are not limited to: Basic Human Needs Resources: food banks, clothing closets, shelters, rent or utility assistance, etc. Physical and Mental Health Resources: health insurance programs, Medicaid and Medicare, maternal health, Children's Health Insurance Program, medical information lines, crisis intervention services, support groups, counseling, drug and alcohol intervention and rehabilitation, etc. Disaster Recovery: emergency evacuation and sheltering instructions, shelter, food, ice and prescription distribution, financial assistance, clean-up and rebuilding information, etc. Employment Support: financial assistance, job training, transportation assistance, education programs, etc. Support for Older Americans and Persons with Disabilities: adult day care/services congregate meals, home delivered meals, respite care, home health care, transportation, homemaker services, and assistive technology for those persons with vision or hearing impairments, etc. 7

Support for Children, Youth, and Families: childcare, after school programs, pre-schools, family resource centers, summer camps and recreation programs, mentoring, tutoring, protective services, etc. Volunteer Opportunities and Donations Many areas that have initiated a 2-1-1 service have found it especially useful during recovery from disasters with 2-1-1 fulfilling the role previously served by separate toll-free information lines, disseminating the official word about where to go and what to do during the emergency. The role of 2-1-1-VIRGINIA is currently being evaluated in response and recovery during natural, medical, and man-made emergencies. 1.3 What is the status of 2-1-1? As of February 2007, 2-1-1 was available to approximately 196 million Americans, over 65% of the U.S. population, through 212 active systems in 41 states and the District of Columbia. Maryland is piloting 2-1-1 with four regional centers, including ones in Prince George s and Frederick Counties with a goal of eventual statewide coverage. In Virginia, development of 2-1-1 is being led by the Virginia Department of Social Services (VDSS), in partnership with the Virginia Alliance of Information and Referral Systems (VAIRS), the state I&R professional association. VDSS and VAIRS have adopted a regional approach for the provision of 2-1-1 service, built on the existing Virginia Human Services Information and Referral System, under contracts with five of the six current regional I&R providers: Council of Community Services, Roanoke Family Resource and Referral Center, Staunton The Planning Council, Norfolk United Way of Central Virginia, Lynchburg United Way of Greater Richmond and Petersburg These five centers, which do not include the Northern VA Region, have been operating 2-1-1 VIRGINIA since February 2006. All of the centers answer calls from their own areas between 8:15 a.m. and 5:00 p.m. weekdays, with CCS answering calls made to all five centers from 5:00 p.m. until midnight, weekdays, and 8:15 a.m. until midnight on weekends and holidays. 8

Northern VA has determined that a regional call center is needed to meet the scope and scale of information and referral requests expected with the advent of 3-digit dialing. It has previously relied on a distributed network of jurisdictional call centers for information and referral services (Section 1.5) while the regional I&R contract has been administered by the Northern VA Regional Commission (NVRC). This RFP seeks an applicant qualified to fulfill the role of a region-wide call center. The Council of Community Services will have final authority over all entities that wish to operate 2-1-1 services in Virginia and will select, with the advice of NVRC and the Northern VA Human Services Officials (HSOs, the Deputy City, County and Town Managers for Human Services and the local Social Services Directors), and VDSS the 2-1-1 Call Center Contractor arising from this RFP. NVRC member local governments have a longstanding history of providing I&R services in the region, primarily through their departments of human or social services, with liaison and a resource database provided by NVRC. In 2005, the jurisdictions joined together, through their Human Service Organizations (HSOs), to examine what would be required to bring 2-1-1 to Northern VA. A broadly representative planning team (the 2-1-1 Planning Work Group) was convened to work with a nationally respected consultant to begin drafting a business plan. This RFP is the result of this planning process. 1.4 What is the Council of Community Services? The Council of Community Services (CCS), located in Roanoke, Virginia, is the Virginia Department of Social Services prime contractor for 2-1-1 VIRGINIA, the statewide I&R system. CCS is a nonprofit agency whose human service focus includes projects in such various areas as information and referral, child care, volunteerism, services to persons with HIV/AIDS, etc. Four of the existing 2-1-1 VIRGINIA centers are subcontractors with CCS. CCS serves as the regional 2-1-1 center for the Southwest Virginia region. 9

1.5 Who are the 2-1-1 Stakeholders in Northern VA? The following list includes, but is not limited to: Northern VA Human Service Officials (HSOs). The HSOs, as the chief staff persons representing human service concerns in each of their jurisdictions, meet together to discuss issues of mutual concern, evaluate the effects of state policies in human services and work together for regional approaches to human services that are beneficial to the involved jurisdictions. The HSOs are knowledgeable and often functionally responsible for the provision of I&R services within their respective jurisdictions. Northern VA Regional Commission. The Northern VA Regional Commission (NVRC) is a regional council of local governments designed to serve as a neutral forum where representatives of its member local governments the cities, counties and independent towns in Northern VA - can discuss and decide how to approach problems that cross county, city and town boundaries. NVRC provides staff support to the HSOs Committee and their 2-1-1 planning efforts. For more than 25 years, NVRC has also operated under contract to the Virginia Department of Social Services (and later CCS), serving as the representative of the Virginia Human Services Information and Referral System for Northern VA, convening the Northern VA I&R Network, and maintaining the regional database of human services. Northern VA Information and Referral Network. In Northern VA, five local government agencies and two nonprofits, Loudoun Cares and CrisisLink (a regional hotline), deliver human services information and referral to callers. Local government agency participants are: Alexandria Human Services I&R, Arlington Human Services Customer Service Center, Falls Church Division of Housing and Human Services, Fairfax County Coordinated Services Planning (CSP) I&R, and Prince William Social Services. These agencies answer telephone inquiries for human service assistance according to locally developed systems, share resource verification duties to avoid duplicative efforts and contribute information on caller needs and trends in service requests for inclusion in NVRC reports to the 2-1-1 VIRGINIA statewide I&R system. In the immediate future, the role of this network will be delineated in the contract between 2-1-1 VIRGINIA and the Northern VA 2-1-1 Call Center Contractor. 10

Virginia Department of Social Services (VDSS) VDSS is the state agency charged with the responsibility of administering the Statewide Information and Referral System (2-1-1- VIRGINIA) by the Code of Virginia. The duties and responsibilities of VDSS are described in the Code of Virginia (see Appendix A). VDSS contracts with the Council of Community Services (as the current Sole Source Contractor) to assist in the management of the system. Other Stakeholders: There are a variety of other groups of individuals and entities that have a stake in how the 2-1-1 system develops in Northern VA. They include, but are not limited to: Specialized I&R services in the region that exist to serve the aging, persons with disabilities, language and cultural minorities, members of the military and persons seeking child care resource and referral. These entities and the 2-1-1 call center will need to coordinate services. The local government public information officers, who, as part of current homeland security planning efforts, have identified a role for 2-1-1 as a public point of contact for individual concerns during times of emergency and have an interest in 2-1-1 design and operations. Faith communities which have informal arrangements with local I&R services to (1) provide information on services designed to meet the needs of their community and parishioners in need and (2) verify individual requests for assistance supported through the faith community s resources. Many Northern VA faith communities have strong on-going relationships with Northern VA local governments and the local I&R offices. The Northern VA business community, while not a current partner in I&R, has an interest in a reasonable quality of life for its employees and customers which can be addressed through 2-1-1. 11

The Virginia Alliance of I&R Systems (VAIRS) as the state affiliate of the national I&R professional association, the Alliance of Information & Referral Systems (AIRS) also has a keen interest in ensuring that a professional, standards-driven 2-1- 1 effort develops in the Northern VA region. 1.6 What is the Northern VA 2-1-1 Collaborative? CCS, working with the HSOs, will appoint a representative group of local public and private stakeholders to an advisory council to be called the Northern VA 2-1-1 Collaborative. Membership will not exceed 25 persons. This advisory council will assist the Call Center Contractor in working cooperatively with the many organizations in the region concerned with I&R, human and emergency services, in seeking funds, and in establishing and monitoring operating policies and procedures. CCS will establish a Memorandum of Understanding (MOU) with the Northern VA 2-1-1 Collaborative outlining their respective roles in developing the capacity of the Call Center Contractor. For at least the first year of any contract with the selected call center, the 2-1-1 VIRGINIA Coordinator will serve on the advisory council (Northern VA 2-1-1 Collaborative) as an exofficio member. Section 2: SPECIFIC REQUIREMENTS 2.1 Call Center Specifications. Non-governmental agencies and organizations interested in operating the regional 2-1-1 call center must demonstrate a commitment to develop a fully integrated, efficient and robust 2-1-1 system in the Northern VA Region. Interested organizations will possess a specific set of skills and capacities described as the Minimal Initial Standards column in Appendix B: Northern VA. 2-1-1 Call Center Specifications. Appendix B also lists Interim and Final 2-1-1 Standards. For several years following the selection of the Northern VA 2-1-1 Call Center Contractor, the organization will be expected to be involved with the Sole Source Contractor, the stakeholders, and its own organizational network to develop a robust call center which meets all the requirements of the final standards. How 2-1-1 VIRGINIA services are delivered while the region is incrementally implementing the system will need to be negotiated once a prospective Call Center Contractor is identified. Reference Appendix B to see the complete list of the expectations of the Call Center 12

Contractor. Throughout the rest of this RFP document, the prospective Call Center Contractor, or interested organization, is referred to as the Applicant. 2.2 Populations to be Served. 2-1-1 services shall be available to (1) all residents and people needing services within the Northern VA region and (2) all callers referred from other areas of Virginia and the U.S. needing information regarding available services in Northern VA. 2.3 Contract Period. The initial contract period will be September 1, 2007 through June 30, 2008. A contractual relationship beyond June 30, 2008 will be determined by the availability of funding as well as the Call Center Contractor s performance during the first year. 2.4 Available Funds. A total of $320,000 is available during the contract period to assist the successful Applicant in implementing the necessary activities outlined in this Request for Proposals. The Applicant must include in the submission a ten month budget outlining how funds will be utilized. Funds are to be utilized for the direct provision of developing and operating a 2-1-1 call center. During contract negotiations, a mutually acceptable allocation of expenses between state awarded funds and locally raised funds will be determined. Section 3: PREPARATION AND SUBMISSION GUIDELINES 3.1 General Requirements. Each Applicant is directed to provide the items listed in Specific Submission Requirements, Section 3.4. Vague and general language provided in response to the items requested in Section 3.4 will be considered non-responsive and may result in disqualification. By offering a submission, the Applicant acknowledges that the solicitation has been read and understood. The submission will be used by CCS to assess the Applicant's qualifications and capabilities to perform all the responsibilities and to comply with all the terms that will be set forth in any subsequent contracts that may be issued for the operation of the regional call center. CCS reserves the right to request clarification of information submitted and to request additional information from any applicant. All submissions shall be organized to correspond to the sections described in this portion of the RFP. All pages of the submission, including appendices and attachments, must be numbered sequentially. Any materials that the Applicant desires to attach to its submission may be added 13

directly following the required Submission Components and should be labeled as attachments in the order in which they were referenced in the Applicant s submission. All submissions must contain a Table of Contents. Submissions which are not organized in the manner specified below, under Section 3.4 Specific Submission Requirements, risk elimination from consideration. Elimination will occur if the evaluation team, at their sole discretion, is unable to locate the pages on which the RFP requirements are specifically addressed. The proposal submission must be double spaced, with 1 margins and submitted on one side of 8 ½ x 11 inch white paper, in 12- point Arial or Times New Roman font and in portrait orientation (except where necessary to include charts or graphs). All pages of the submission, including attachments, must be numbered sequentially. Submissions or their attachments/appendices delivered by facsimile or other telegraphic means will be rejected. The Applicant shall submit one (1) original and five (5) copies of its submission. A complete set of the appendices/attachments must be attached to the original and each copy. The original and each copy must be bound with a large binder clip. Each copy should be sealed in individual envelopes, with a completed Appendix C: Solicitation Cover Sheet affixed to each envelope. Please mark the envelope containing the original submission and each subsequent envelope with the name of the organization numbering each envelope with 1 of 5; 2 of 5, etc. 3.2 Pre-Submission Requirements. An optional Pre-Proposal meeting for all interested applicants will be held at 2:00 p.m. on Wednesday June 13, 2007 at the United Way of Greater Richmond and Petersburg, 2001 Maywill St., Richmond, VA 23230. It is strongly recommended that all applicants attend this meeting to get questions answered. The Pre-Proposal meeting has no call-in capacity. If an applicant is unable to attend the optional Pre-Proposal meeting, a Letter of Intent must be emailed with a Read Receipt request to the 2-1-1 VIRGINIA Coordinator, Gini Tucker, at ginit@councilofcommunityservices.org and received no later than Noon on Monday June 11, 2007. After the Pre-Proposal meeting, all additional questions will be answered only via email to all who have expressed their intent to respond to the RFP by attending the Pre-Proposal meeting or by emailing a Letter of Intent. These email questions will be answered only until Monday, June 18, 2007, which is three (3) business days after the Pre-Proposal meeting. Absolutely no questions will be answered in person or by phone at any time during this process. 14

3.3 Submission Deadline. Submissions MUST be submitted by a method requiring a signature or delivered in person at the location listed below. All submissions must be received by the CCS front desk receptionist at the following location by 4:00 p.m. Eastern Daylight Savings Time on or before Friday July 6, 2007. Gini Tucker, 2-1-1 VIRGINIA Coordinator Council of Community Services 502 Campbell Avenue, SW Roanoke VA 24016 Postmarks are not acceptable proof of delivery. No proposals will be accepted electronically or by facsimile. Submissions received after this time and date will not be considered. 3.4 Specific Submission Requirements. Each Applicant s submission must include the following requirements: Cover Sheet (Complete and affix one Appendix C: Solicitation Cover Sheet per submission copy, with an original signature on the package containing the submission original). Table of Contents Submission Components Proposal Narrative and Attachments A. Cover Sheet. The Cover Sheet describes in general, the Applicant and its contact information. The Cover Sheet must be signed in blue ink by an individual authorized to obligate the Applicant to the roles and responsibilities outlined in the RFP. See Appendix C: Solicitation Cover Sheet for this form. B. Table of Contents. The Table of Contents must direct the evaluation team to the sections of the submission which address the requirements of corresponding sections of the RFP. Please reference Appendices and Attachments in the Table of Contents. 15

C. Submission Components. The submission consists of the components listed in items D1- D10 below. Where no alphabetical character is associated with an item or part of an item, the requirement should be addressed in the proposal narrative, arranged in order and citing the item number to which you are responding. Secondary documentation required as an attachment, such as resumes, board lists, lists of policies and procedures, audits, etc., should be labeled, as directed and attached in order at the end of the Applicant s submission. D. Proposal Narrative and attachments. The narrative must contain an explanation and/or proof (as requested) of each of the following: D.1 Your organization D.2 Collaborative Experience D.3 Organizational Requirements D.4 Accountability D.5 Fundraising Success D.6 Familiarity with Northern VA D.7 System Promotion D.8 Human Services System and Planning D.9 Current or Potential Capacity to Operate a 2-1-1 Call Center D.10 Current or Potential Capacity to Manage a Resource and Inquirer Database D.1 Your Organization: a) In one page or less, please describe your organization. D.2 Collaborative Experience: a) Describe, in two pages or less, when and in what capacity the Applicant has worked under contract with one or more Northern VA local governments, Federal government or the Commonwealth of Virginia. b) Provide copies of any memoranda of understanding the Applicant has in place with other organizations providing I&R services labeled as Attachment A. c) Briefly, in one page or less, describe an example of the Applicant s recent experience working collaboratively with other organizations to plan for service delivery. 16

d) Attach two professional references from organizations with which the Applicant has worked during the last three years labeled as Attachment B. e) Attach two letters of support from organizations with which the Applicant has worked during the last three years labeled as Attachment C. D.3 Organizational Requirements: a) Please describe, in one page or less, how the 2-1-1 services that you propose to provide relate to your overall organizational mission. b) Please describe, in two pages or less, how the following regional 2-1-1 call center responsibilities will be staffed: call takers, database management, financial/accounting, fund-raising, IT support, telephony support, training and volunteer recruitment (if applicable). Indicate which personnel must be recruited. Describe how recruitment will be accomplished in a timely manner. c) Attach an organizational chart labeled as Attachment D. d) Attach a list of the Applicant s current board of directors, with terms of service, affiliations and installation dates described for the board members labeled as Attachment E. e) Attach a copy of the Applicant s By-Laws and Mission Statement labeled as Attachment F. f) Attach resumes for the Applicant s Executive Director and key management staff, with dates hired, labeled as Attachment G. g) Attach a copy of the Applicant s personnel procedures, including a copy of the Confidentiality Policy, as well as a sample copy of the agreement form which is signed by staff and others with access to confidential information, labeled collectively as Attachment H. h) Attach a copy of the Applicant s staff training policy and/or plan labeled as Attachment I. 17

i) Attach a copy of the Applicant s audits for the last three years, labeled collectively as Attachment J. The volume of this attachment may require use of a separate file from the others. Please bind these documents with a binder clip. j) Attach a copy of the Applicant s most recent Form 990 Exempt Organization Income Tax Return, if the Applicant is required to file one. If a Form 990 is not applicable, attach an explanation. Label either submission as Attachment K. k) Attach a proposed 10 month budget for this project using only the budget forms and instructions downloaded with this RFP from www.councilofcommunityservices.com, labeled as Attachment L. An example is included in Appendix D of this document. D.4 Accountability: Attach an example and explanation of work the Applicant has done which uses information gathered from its I&R service, hotline, or call center activities to document the need for new/different types of services, the need to revise procedures, or to improve call taker skills which lead to more appropriate referrals labeled as Attachment M D.5 Fundraising Success: Attach a report showing the Applicant s gross and net fundraising proceeds for each of the three most recent years labeled as Attachment N. D.6 Familiarity with Northern VA: a) In three pages or less, please describe the features of Northern VA that your organization has identified as key to your delivery of services there. Specifically identify aspects of your organization which uniquely position it as the best Applicant to provide comprehensive I&R services in PD8. b) Attach Applicant s Articles of Incorporation and any materials that demonstrate at least five (5) years operational experience in Northern VA labeled as Attachment O. 18

D.7 System Promotion: a) In two pages or less, describe the Applicant s past work with a coalition of agencies to promote a system or service. b) Attach examples of public information materials, flyers, brochures, letters to the editor, etc. the Applicant has developed to promote other projects labeled as Attachment P. D.8 Human Services System Planning: In one page or less, describe any information derived from callers the Applicant has compiled to assist policy makers design or refine human services programs. D.9 Current or Potential Capacity to Operate Regional 2-1-1 Center: a) Provide a narrative, (three pages or less), describing the Applicant s experience (1) performing an information & referral function, (2) operating an informational or crisis hotline, or (3) operating some other type of call center. b) Attach copies of any current accreditations for I&R, crisis hotline, or other call center operations possessed by the Applicant labeled as Attachment Q. c) Prepare and attach a certification that the Applicant has reviewed the 2-1-1 VIRGINIA Standards, Appendix C, & AIRS Professional Standards (summarized in Appendix D and detailed on the website listed below) an agreement to work towards meeting any standards as yet unmet labeled as Attachment R. The website for AIRS standards is: http://www.airs.org/documents/airs%20%20standards%20version%205.1.pdf) d) Physical Plant and Telephone Capacity: i. In two pages or less, describe what arrangements the Applicant will need to make in order to grow into a fully functional regional call center i.e. relocate, renovate, seek donated space, up-grade phone system, etc. Describe the Applicant s use of computer technology. 19

ii. Services provided by the contractor will be physically located in PD8 in Virginia and within 20 miles of the border of PD8. The applicant will provide a copy of an occupancy permit for a physical plant that has adequate space to accommodate the number of call takers sufficient to meet the anticipated call volume of 36,000-54,000 calls during the first 12 months of operation. Label as Attachment S. e. Current or Potential Capacity to Employ Professional Call Takers: i. Attach descriptions of the staff positions that would be answering 2-1-1 telephone calls labeled as Attachment T. ii. Attach resumes for current staff who would assume call taker responsibility labeled as Attachment U. f. Current or Potential Capacity to Maintain Resource and Inquirer Databases: i. Attach position descriptions indicating the skills and scope of the staff positions that would be maintaining a database of community resources and modifying built-in report functions for a database of inquirers, labeled as Attachment V. ii. In one page or less, briefly describe the Applicant s experience with the NVRC-managed Human Services Database or Fairfax County s Human Services Resource Guide. iii. In two pages or less, briefly describe the Applicant s database management protocols and how changes in this information are communicated to staff. iv. Provide one example each of : o a caller database entry currently being used to support the Applicant s I&R or crisis hotline work; (labeled as W1) o a resource or community service database entry currently being used to support the Applicant s I&R or crisis hotline work; (labeled as W2) o a quarterly report of callers needs to the Applicant s I&R or crisis hotline; (label as W3). 20

g) Performance Metrics: i) In one page or less, describe the Applicant s status (to the extent known) on each of the following performance metrics: o average speed of answer o queue i.e. average wait time for a caller to receive live assistance o call abandonment rate o average length of calls o minimum and maximum wait time o caller satisfaction with timeliness o caller satisfaction with accuracy of information provided through your service E. Attachments. This part of the submission consists of the required Attachments, A-W listed above. The Applicant may include any other attachments which further demonstrate and enhance its credentials and capabilities. Please label all additional attachments with Roman numerals, starting with I, II etc. List all attachments by letter, Roman numeral, name and page number in the Table of Contents. 21

Section 4: SUBMISSION EVALUATION and SELECTION CRITERIA The purpose of this section is to describe the process CCS will use to evaluate submissions in response to this RFP. CCS, in coordination with the Northern VA Regional Commission, the HSOs and VDSS will select a group of people with experience in human services, call center operations, I&R, and similar disciplines to act as the proposal evaluation team. The proposal evaluation team will rate and rank the proposal using a point scale (see Factors for Consideration and Evaluation below). The top ranked proposals will then be evaluated on the basis of content using criteria including, but not limited to, the following: Factors for Consideration and Evaluation 1 Call Center Experience: provides quality call center operations, formally organized human services, I&R and caller request tracking, by types and volumes of requests in an appropriate physical plant 2 Organizational Requirements/ Financial Stability: as evidenced by board composition, key staff qualifications, audits and 990 forms 3 Fundraising Success: proven ability to raise 10% or more of required operating costs on an annual basis 4 Experience in Northern VA: develops and maintains cooperative business relationships with varied stakeholders including state and local governments 5 Database management: Proposed and actual staff have demonstrated technical experience in using and managing a comprehensive database MAX points 6 Readiness to initiate 2-1-1: Ability to launch in a timely manner 10 7 Readiness for AIRS accreditation 7 TOTAL BONUS POINTS: Physical plant physically located in PD8 +4 TOTAL score including Bonus Points /104 21 18 17 16 11 /100 22

2-1-1 Call Center Contractor Selection: CCS intends to award one contract for a regional 2-1-1 Call Center. (See Appendix G: Sample Contract for specific contract requirements). Consistent with Virginia Code, Section 2.2-4301, CCS will engage in individual discussions with two or more applicants deemed fully qualified, responsible 2 and suitable on the basis of initial responses to the RFP, with emphasis on professional competence to provide the requested services. Repetitive informal interviews may be a part of this process. Applicants are encouraged to elaborate on their qualifications and performance data or staff expertise pertinent to the proposed process, as well as alternative concepts. At the discussion stage, CCS may discuss non-binding estimates of total project costs, including non-binding estimates for price for services. Contract Negotiation and Award: At the conclusion of this discussion, on the basis of evaluation factors published in the RFP and all information developed in the selection process to this point, CCS shall select, in the order of preference, two or more applicants whose professional qualifications and proposed services are deemed most meritorious. Applicants are encouraged to introduce their desired changes to the sample contract early in the contract negotiation process. If a contract, which is satisfactory and advantageous to CCS, can be negotiated at a price considered fair, reasonable, and mutually agreeable, the award shall be made to that applicant. Otherwise, negotiations conducted with the applicant ranked first shall be formally terminated and negotiations conducted with the applicant ranked second, and so on, will continue until such a contract can be negotiated at a fair and reasonable price. Should CCS determine in its sole discretion that only one applicant is fully qualified, or that one applicant is clearly more highly qualified and suitable than the others for consideration, a contract may be negotiated and awarded to that applicant. The decision of CCS to make an offer/award to an applicant shall be final. At any time during the negotiations, CCS may terminate all activities and cancel or re-advertise this procurement. Signing and Execution of the Contract : The successful applicant will be required to enter into a contract with CCS within seven (7) business days of the date the applicant is notified by certified mail that it was selected. If the applicant fails to enter into a contract within seven (7) business days, CCS may withdraw the offer and select another applicant, re-start or discontinue the procurement process. 2 A responsible applicant is a company, firm, corporation, partnership, or other organization, having the capability, in all respects, to fully perform the contract requirements and also having the moral and business integrity and reliability which will assure good faith performance. 23

63.2-222. Establishment of system. Appendix A: Code of Virginia There shall be created a statewide human services information and referral system designed to: 1. Collect and maintain accurate and complete resource data on a statewide basis; 2. Link citizens needing human services with appropriate community resources to satisfy those needs; 3. Assist in planning for human services delivery at the local, regional and state levels; and 4. Provide information to assist decision-makers in allocating financial and other resources to respond to state and local human service priorities. (1984, c. 402, 63.1-314.1; 2002, c. 747.) 63.2-226. Duties of Department. The Department shall assume administrative responsibilities for the statewide system. In this capacity, the Department shall establish an office to: 1. Develop a plan for the design and implementation of a statewide human services information and referral program; 2. Coordinate and supervise the implementation and operation of the information and referral program; 3. Coordinate funding for the system; 4. Select regional providers of information and referral services; 5. Supervise coordination of information management among information and referral regions across the Commonwealth; 6. Encourage effective relationships between the system and state and local agencies and public and private organizations; 7. Develop and implement a statewide publicity effort; 8. Provide training, technical assistance, research, and consultation for regional and local information and referral centers, and to localities interested in developing information and referral services; 24

9. Determine a core level of services to be funded from state government resources; 10. Coordinate standardization of resource data collection, maintenance and dissemination; 11. Stimulate and encourage the availability of statewide information and referral services; and 12. Develop and implement a program for monitoring and assessing the performance and success of the information and referral program. (1984, c. 402, 63.1-314.5; 1990, c. 915; 2002, c. 747; 2003, cc. 54, 75.) 63.2-227. Regional providers; duties. There shall be established a regional system of providers of information and referral services. The Department shall select the regional providers. The regional providers shall: 1. Collect, maintain and disseminate resource data; 2. Provide citizen access to information about resources throughout the Commonwealth; 3. Assist in planning functions by providing selected data to the Department on a regular basis; 4. Provide data to public and private agencies other than the Department on a contractual basis; 5. Cooperate with the state administering agency; 6. Seek funds from available sources; 7. Maintain effective relationships between the system and state and local agencies and public and private organizations; and 8. When feasible and appropriate and within the limits of available funds, establish satellite offices or develop cooperative agreements with local information and referral groups and resource and referral groups that can assist the regional providers in performing their duties and responsibilities. (1984, c. 402, 63.1-314.6; 1990, c. 915; 2002, c. 747; 2003, cc. 54, 75.) 25

APPENDIX B: Northern VA Call Center Specifications MEASURE 1. Collaborative Experience MINIMUM INITIAL STANDARDS (applicant must meet these standards at the time of application) The Applicant provides evidence it has worked under contract with one or more Northern VA local governments OR has worked under contract with the Commonwealth of Virginia OR has worked under contract with the Federal INTERIM STANDARDS AND MEASURES (standards to be met during system development) Applicant establishes mechanism(s) with which to coordinate activities with local HSOs and I&R staffs. FINAL 2-1-1 STANDARDS (standards to be met before the center is fully integrated, efficient and robust) Applicant works closely with local HSOs and the public I&R offices over which the HSOs have oversight. government. Has Memoranda of Understandings (MOUs) in place with With HSOs and major funding partners, Applicant Applicant staffs and actively peer agencies within Northern VA. organizes the Northern VA 2-1-1 Collaborative, a group participates in the Northern VA of local and public and private stakeholders acting as an 2-1-1 Collaborative. advisory council to the Northern VA regional center and the 2-1-1 VIRGINIA Sole Source contractor. Within 2 months of signing a contract resulting from this RFP, Applicant convenes first meeting of the collaborative. Applicant demonstrates experience working collaboratively Applicant prioritizes the organizations with which it Applicant has developed to plan for service delivery. should negotiate Memoranda of Understanding (MOU) cooperative working relationships protocols for service delivery. with and protocols for service delivery with specialized I&R s (such as aging, child care resources, military, etc.) and local crisis centers. Protocols specify roles/responsibilities of each party as they relate to requests for information on human services. 26

MEASURE 1. Collaborative Experience (continued) MINIMUM INITIAL STANDARDS (applicant must meet these standards at the time of application) INTERIM STANDARDS AND MEASURES (standards to be met during system development) Applicant negotiates a sufficient number of MOU s or protocols annually to have all the required cooperative agreements in place by June 30, 2008. FINAL 2-1-1 STANDARDS (standards to be met before the center is fully integrated, efficient and robust) Applicant will have developed cooperative working relationships with human service organizations including volunteer recruitment agencies, donation management agencies, 911 s, 311 s, emergency management and disaster recovery organizations, etc. serving Northern VA or any jurisdiction therein. Applicant is a collaborative partner in Northern VA, D.C. Metro, Statewide and National 2-1-1 planning and maintenance. Applicant develops resource data sharing protocols in Applicant shares resource data coordination with Northern VA Regional Commission information with I&R s and local (NVRC) and local I&R offices. partners. 27

MEASURE 2. Organizational Requirements MINIMUM INITIAL STANDARDS (applicant must meet these standards at the time of application) Applicant has a functioning Board of Directors whose members have been with the applicant over a number of years and include a diversity of individuals whose backgrounds could contribute to INTERIM STANDARDS AND MEASURES (standards to be met during system development) Applicant uses a variety of available resources to evaluate sufficiency of board composition, management personnel, operating procedures, FINAL 2-1-1 STANDARDS (standards to be met before the center is fully integrated, efficient and robust) Applicant will have established a governance structure for itself that is sufficient to assure that implementation and provision of the 2-1-1 VIRGINIA call center function will be accomplished, as well as meeting those goals specified by the goals of 2-1-1 VIRGINIA. personnel procedures and other agencies providing 2-1-1 funding. budget/financial management. Applicant recruits additional board members to widen/solidify funding base, if necessary. Applicant s Executive Director and most key Applicant revises personnel procedures Applicant will have established a framework and management staff have been with the Applicant or and policies as needed in order to have mechanisms for 2-1-1 VIRGINIA program as well as worked in a similar organization for at least three appropriate controls in place by June 30, personnel management and administration that guarantee years. 2008. continuity and consistency of service. Applicant will have implemented a staff training policy that makes training available to paid and volunteer staff. Applicant has a history of stable or growing Applicant works with accounting Applicant will have prepared a realistic organizational funding and some diversity in funding sources. professionals to identify and alleviate budget which demonstrates: 1) access to diversified funding weak areas in financial management. resources; 2) adequate provisions for cash flow; and 3) the ability to operate the call center in the black. 28

MEASURE 3. Accountability & Reports and Measures MINIMUM INITIAL STANDARDS (applicant must meet these standards at the time of application) Applicant currently prepares reports to satisfy the requirements of its funding sources. Applicant has used information gathered from I&R hotline or call center activities to document the need for new/different types of services, the need to revise INTERIM STANDARDS AND MEASURES (standards to be met during system development) Applicant implements and trains staff in the specifics of the required 2-1-1 VIRGINIA I&R software. Applicant uses the required 2-1-1 VIRGINIA I&R software to collect and organize inquirer data to: 1) facilitate referrals; 2) provide descriptive information on requests for services; 3) identify service gaps and duplications; and 4) illuminate need for additional staff training. FINAL 2-1-1 STANDARDS (standards to be met before the center is fully integrated, efficient and robust) Applicant demonstrates a high level of proficiency with the required 2-1-1 VIRGINIA I&R software. Applicant develops and shares reports based on inquirer or resource database to support community planning activities. Applicant provides periodic reports to the HSOs and/or their designated local I&R agencies. procedures or to improve call taker skills to leading to more appropriate referrals. Applicant generates reports describing process measures (needs of callers, types of requests, numbers and types of referrals made, etc.) and Applicant develops and provides regional reports to the Northern VA 2-1-1 Collaborative. referral outcomes (including identifying unmet needs identified). Applicant customizes the required I&R software to generate reports that support 2-1-1 VIRGINIA system improvements associated with accountability and human services planning. Applicant submits, in a timely manner, required Applicant provides a reasonable number of special or ad state reports which document, among other items, hoc reports as requested by the 2-1-1 VIRGINIA Sole needs of callers and types of requests, numbers of Source Contractor. referrals made and unmet needs. 29