Specifications include, but are not limited to: a. Systems and Process Training for LHAs i. Vendor will deliver 40-50 quarterly trainings on various EOHLC policy and business processes. These will include (but will not be limited to) the Performance Management Review Process, the Capital Improvement Plan Process, the Annual Plan Process, the Capital Project Management Process, and the tenant selection process. ii. Vendor will develop all training and curriculum for these processes iii. Vendor will provide all coordination and scheduling logistics for these trainings iv. Vendor will create all training documentation and relevant process documentation as directed by EOHLC b. Support for Housing Agencies i. Vendor will staff a help center with appropriately qualified trainers for inbound support requests on any of the above EOHLC processes (or other processes as determined by EOHLC). Vendor will provide a technical solution for receiving, tracking, and reporting on support requests. ii. Vendor should expect to receive 200-300 inbound support requests per week, ranging in complexity from simple questions on process steps or specific technical questions on program or systems implementation iii. Vendor will work primarily with LHAs but may also be directed to support other housing agencies, as requested by EOHLC c. Program Implementation Support for EOHLC i. Vendor will assist EOHLC in rolling out special state-wide initiatives that involves coordination across many LHAs ii. Vendor will conduct feedback surveys on the trainings they deliver and will also assist EOHLC in collecting feedback on current business processes or systems implementations iii. Vendor will also provide trainings to EOHLC staff as required.
