All correspondence must be made through the Vendor Portal. Specifications include, but are not limited to: 3.1 Review all cases for service and/or follow-up upon receipt of a referral. 3.2 Contractor must provide services to the entire awarded service area, including county/native/tribal communities that are in their county/community within 50 miles to the contractor’s office. 3.2.1 Additional service areas may be identified based on the Needs Assessment conducted by ADCS. 3.4 Services are to be provided Monday through Friday, including evenings, and weekends to accommodate the needs of the family. 3.5 Ensure that all services, procedures, and forms provided are culturally relevant, linguistically appropriate and gender responsive (including Lesbian, Gay, Bisexual, Transgender, and Questioning (LGBTQ)). 3.6 Ensure cross-cultural communication support with the involvement of culturally competent staff in all levels of service delivery. 3.7 Have the ability to serve non-English speaking families by being able to speak communicate in the preferred language of the guardian, parent and/or child (ren). 3.7.1 At a minimum, the Contractor shall cover Spanish, American Sign Language, Arabic, Farsi, and Swahili. 3.7.2 Provide translation and interpretation services to meet the requirements of this contract, by complying with Federal law regarding Limited English Proficiency (LEP (Exhibit 3). 3.7.3 The Contractor is required to cover the cost of the five (5) most common languages listed. 3.7.4 The Contractor must provide a certified interpreter over the age of twenty-one (21) as needed. 3.7.5 DCS will reimburse all other languages that require interpretation and/or translation services for the parent(s)/caregiver(s) and the child (ren) at cost upon submittal of receipts or invoices with the monthly invoice. 3.8 The Contractor is required to deliver all elements of the program and follow the practice model. 3.9 Governance and Administration (GA): The site is governed and administered in accordance with principles of effective management and/or ethical practices as outlined below and in HFAz Policy and Procedures. 3.9.1 Each site shall have an advisory/governing group that can advocate and represent the site in different venues and settings to bring more recognition and visibility to the program. a) Sites shall strive to have a diverse group of members that include, but are not limited to, community stakeholders and members, medical professionals, other local agency leads, and previous families who received Healthy Families services. b) Advisory Boards shall meet quarterly but are encouraged to meet more often. c) Advisory boards shall discuss current program strengths and needs, analyses completed by the program, funding, etc. d) A copy of meeting minutes and agendas shall be kept on file and provided to HFAz upon request for Quality Assurance review. 3.10 Sites shall establish a mechanism to receive and utilize feedback from participants for continuous quality improvement. a) HFAz requires sites to give participants an annual survey on program satisfaction. In addition, Program Supervisors are required to complete quarterly random phone surveys with participants to get feedback on the program. b) Sites shall keep documentation of these Quality Assurance measures on file for HFAz CA to review upon request. This documentation is also used for national reaccreditation purposes. 3.11 Sites shall have a formal grievance process in place for participating family’s staff, and host agencies where complaints can be made. Documentation of any grievances filed by employees or families shall be kept on file and provided to HFAz CA upon request. 3.12 Sites shall follow the Statewide Quality Assurance Plan which is designed to oversee progress of program goals and quality of service delivery through various mechanisms including quality assurance site visits. This also includes participating in continuous quality efforts with HFAz partners, such as the Arizona Department of Health Services (ADHS) or other agencies as designated by HFAz CA. This plan is created by HFAz CA, along with provider input, and distributed to sites. 3.13 Any request for research and evaluation involving any aspect of the HFAz Program must be submitted to HFAz CA for review and approval. 3.14 Sites shall inform families of their program rights and confidentiality policy at intake and throughout the course of services through a standard required confidentiality agreement that is provided by HFAz CA. 3.15 Sites shall report suspected child maltreatment by a parent, guardian or custodian to the ADCS 24-hour Child Abuse Hotline 1-888-SOS-CHILD (1-888-767-2445) and any suspected sexual misconduct with a minor to the police and/or ADCS, if applicable. 3.16 Sites shall report to HFAz CA the death of a participating child, parent or significant individual and ensure the family and staff members are supported through the grief process. Families enrolled in the program who experience an adoption, may continue temporarily in program services for up to ninety (90) days. 3.17 Sites shall participate in any work relating to the Child-Welfare Adaptation of Healthy Families, if approved by ADCS. Possible program adaptations may include, but are not limited to the following: Separate data requirements Changes to staffing requirements for staff supporting families involved with DCS. Adapting the eligibility requirements in accordance with the HFA Child Welfare Adaptation. Training Requirements 3.18 Sites may be required to enter and separate data based on the needs of the Family First Prevention Services Act (FFPSA) reporting requirements.
