Specifications include, but are not limited to: The Prime Contractor will be responsible for managing a network of community-based organizations across the state to deliver support services to limited English proficient (LEP) customers. Broadly, these support services will consist of helping LEP customers with bills or services associated with their energy and/or telecommunications services. The program will require i) outreach to communities, ii) comprehensive education services, iii) needs assistance and dispute resolution services. The TEAM Program provides services to consumers related to telecommunications bills and issues; the CHANGES Program provides the same services related to electricity and natural gas bills and issues. The core scope of work for both the TEAM and CHANGES Programs consists of providing three (3) types of service (the program components) for consumers who do not speak, write or read English fluently i.e. consumers with limited English proficiency (LEP). The three project components are LEP consumer focused: 1) Outreach services; 2) Education services; and 3) Needs assistance and dispute resolution services. Services will be provided to LEP consumers in the language of their choice, and with cultural sensitivity, through a statewide network of Community Based Organizations (CBOs). Service shall also include deaf and disabled consumers who use American Sign Language or who have mental or physical impairments that may hinder their ability to speak, read or write English.
