Specifications include, but are not limited to: Scheduling of Inspections Will schedule HQS inspections following the DBHDD’s guidelines. Will schedule all annual inspections within an inspection appointment window of no more than 2 hours; all other inspections will have an appointment window of no more than 3 hours. Extraordinary circumstances may override adherence to this time window. Will attempt to contact the owner and participant whenever an inspection cannot take place at the scheduled date and time. Notifications Will send all notifications and related follow-up correspondence, to both landlord and tenant by US postal service 1st class mail and forward similar copies electronically to the email addresses, if provided by the Agency, of both landlord and tenant. Contractor will include Re-Inspection dates and times in all inspection results correspondence. Will customize all notifications to meet the information requirements set forth by the Agency. Will give the Agency access to the web-based report warehouse, an electronic filing cabinet containing every document created during the inspection process including exact copies of notification and results letters and completed housing quality inspection form 52580 for each inspection. The Agency’s staff will have 24/7/365 access to these documents through a simple search screen. Mover/initial inspections and Reinspection’s Will attempt to contact landlords or their designee via phone to schedule the Initial Inspection within one business day of receipt of a Request for Tenancy Approval (RFTA) from the Agency. Contractor will provide the Agency, by agreed upon means, copies of all scheduling letters sent to the landlord/designee attempting to schedule Initial Inspections. Will complete the first attempt of the Initial Inspection within 5 business days of receipt of a Request for Tenancy Approval (RFTA) from the Agency provided the landlord/designee confirms the property is ready for inspection. Provide notice of the RFTA and notify the Agency the next business day, if the second initial inspection does not pass or if landlord/designee does not make the property ready and available for the re-inspection within 7 business days of the first failed inspection. Notification shall include the reason for cancelling each RFTA. Upon completion of an Initial Inspection, the landlord/designee or tenant should have access to their inspection information via the internet the next business morning. The selected offer must have the ability to: Conduct inspections in accordance with HUD’s Housing Quality Standards, Article II of the State Sanitary Code, and HUD mandatory minimum Dwelling Standards, where applicable in each case. All inspectors will complete rigorous classroom and field training before they perform HQS inspections for the Agency. Contractor will require prospective inspectors to demonstrate field proficiency while accompanied by HQS training inspector possessing years of inspection experience. Inspectors will use a handheld/computer data collection tool that loads inspection data. Provide handheld data collection devices electronically feed inspection and amenity data into a digital system that automatically processes the data upon receipt, producing the appropriate documentation, and automatically creating and scheduling the required follow-up inspection. The entire digital system should provide absolute data integrity to prevent lost inspection data. Perform all inspection scheduling duties to include the preparation and mailing of all appointment notification letters. Provide handheld data inspection device incorporates an internal clock and GPS receiver that collects a time stamp and geo-location data as the inspector performs the inspection. Must provide a digital platform that allows contractor to certify that inspectors attempted the inspection within the assigned time frame and at the proper location. Inspectors will assess responsibility for damages (tenant or landlord) for every failed item and list that responsibility on all inspection reports and correspondence. Provide access to the web-based Report Warehouse which contains exact copies of all notification and results letters mailed to tenants and landlords as well as all other inspection related documents and are accessible to agency staff through a simple search screen 24/7/365. Submit all inspection related documents to DBHDD within one business day of the completed inspection. Submit an Inspection Performance Summary Report monthly in format agreed upon. Will perform twice-daily electronic "back-up" of all inspection data to a remote location protecting data from loss and allowing rapid restoration of operations in the event of a system casualty. Will have a disaster recovery program which provides the means to resume full business operations within one business day of any foreseeable system or physical casualty. Inspectors can prepare rent reasonableness evaluation. Contractor will develop and submit Standard Operating Procedures for all inspections related processes including all forms and form letters to the Agency for approval within 14 calendar days of contract execution. Contractor will establish and maintain local telephone service for landlords and participants to communicate directly with its customer service center. Contractor staff will respond to all voice mail messages within one (1) business day. Contractor will offer a bilingual customer service center staffed by trained and knowledgeable Customer Service Representatives (CSRs) between 8:00 AM and 5:00 PM Eastern Time during normal business days. CSRs have complete access to inspection schedules and records and can provide immediate answers to most inspections related questions. In addition, CSRs can schedule, reschedule, or cancel inspections, within the parameters provided by the Agency. The call center software tracks every incoming and outgoing phone call and phone logs record the pertinent information from each call. Contractor is able to track all failed or out of compliance units and notify DBHDD for determination of rental abatement. Inspectors are expected to collect, record, and transmit all required data from every inspection. To measure data completion, a group of inspection results data fields will be tested to ensure inspectors are collecting the necessary data elements. Inspectors are expected to achieve a minimum of 95% completeness on these results. All Emergency deficiencies be reinspected during the next business day and requires 100% adherence to this protocol. Inspectors are solely responsible to ensure all emergency deficiencies they discover are correctly reinspected, either by themselves or by proxy, and are expected to achieve a 100% completion rate on these 24-Hour Emergency Reinspection’s. Inspectors are expected to have Pass/Fail/Inconclusive inspection results ratios within a reasonable range when compared to a norm calculated from the inspection results ratios produced by a representative sample of the cumulative inspector corps. High Pass rates may indicate an inspector is not performing adequately stringent or complete inspections. Track high fail rates which may indicate an inspector is overly stringent in their application of HQS. High Inconclusive rates may indicate the inspector is not applying acceptable levels of diligence in attempting to perform their scheduled inspections. Track Inconclusive inspections are classified into two categories; those Inconclusive types over which the Inspector has some control and those Inconclusive types over which the inspector has no control and should not be penalized. Track Inconclusive inspection rates for those types over which they have some control within a reasonable range. when compared to a norm calculated from the Inconclusive inspection rates produced by a representative sample of the cumulative inspector corps. High Inconclusive inspection rates indicate the inspector is not applying acceptable levels of diligence in attempting to perform their inspections. The offer must provide, if needed, inspections for community residential sites that provide short term residential placement for eligible individuals. Contractor’s inspectors must interact with program participants, other GHVP staff and landlords. Contract inspectors must show positive and professional conflict resolution abilities and skills. Communication should be effective using face-to-face conflict resolution with the intent of a positive outcome for all parties. Contract inspectors are public figures for the GHVP and must display a professional attitude in working with participants, landlords, and GHVP staff. Contract inspectors must be able to work independently with minimal interaction.