The Contractor shall: • Conduct all HCBS CAHPS Survey-related requirements to include telephone survey administration activities. • Ensure that a forty percent (40%) response rate is achieved. • Ensure that the HCBS CAHPS survey results are completed and ready for submission to CMS annually by August 22nd. • Produce and mail pre-notification letters. • Conduct telephone interviews using an electronic telephone interviewing system. • Manage concurrent survey projects while maintaining high-quality survey data and response rates. • Track surveys electronically securely through an electronic survey management system at each stage of the protocol using a random, unique de-identified participant identification number and interim disposition codes. • Ensure the electronic survey management system prevents duplicative records. • Provide monthly progress reports to SCDHHS documenting the survey progress, number of completed surveys, disposition codes, and numbers for non-complete surveys. • Maintain a secure environment for receiving, processing, and storing electronic versions of questionnaires and sample files. • Protect the confidentiality of survey response data and personally identifiable information (PII) in accordance with federal and state law governing use and handling of personally identifiable health information. • Prepare, accommodate, and conduct onsite visits from SCDHHS staff for quality oversight purposes as requested by SCDHHS. • Administer surveys to individuals with various types of disabilities, included but not limited to people with intellectual or developmental disabilities, physical disabilities, and/or mental health or substance use disorder. • Employ statistical sampling methods. • The Contractor shall utilize the HCBS CAHPS Survey without modifications or changes beyond CAHPS recommendations.
