THE LOS ANGELES CONTINUUM OF CARE REQUEST FOR PROPOSALS (RFP)

Transcription

1 THE LOS ANGELES CONTINUUM OF CARE REQUEST FOR PROPOSALS (RFP) 2016 CRISIS HOUSING AND SUPPORTIVE SERVICES for HOMELESS GENERAL RELIEF (GR) APPLICANTS/PARTICIPANTS Issued: May 19, 2016 Mandatory Bidders Conference: May 24, 2016, 10am-12pm Written Questions Due: May 27, 2016, 3pm Submission Deadline: June 20, 2016, 2pm 1 P a g e

2 I. DESCRIPTION OF WORK Objective Funding Available Bed Rate Eligible Applicants Contract Term.4 6. Geographic Area Served Eligible Populations Definitions System Component Performance Outcomes Budget, Match and Leverage Timeliness Standards Facility Due Diligence and Regulatory Compliance Joint Offers Proposed Contract No Commitment to Award 10 II. PROPSAL CRITERIAL AND EVALUATION PROCESS III. GENERAL INSTRUCTIONS New Project Proposal Submittal Due Date Mandatory Bidders Conference Questions from Proposers RFP Addenda/Clarifications Appeals...17 IV. PROPOSAL FORMAT AND CONTENT. 18 V. CORE DOCUMENTS. 19 VI. PROPOSAL CONDITIONS AND RESERVATIONS..21 VII. CONTRACT CONDITIONS. 24 VIII. LAHSA MINIMUM SHELTER STANDARDS..27 IX. SERVICE ANIMAL ACCOMMODATION POLICY..32 EXHIBIT I P a g e

3 I. DESCRIPTION OF WORK 1. Objective The Los Angeles Homeless Services Authority (LAHSA) is issuing this Request for Proposals (RFP) to procure crisis housing and supportive services for homeless individuals who are General Relief (GR) applicants/participants and are non-disabled, disabled or Transition-Age Youth (TAY). Providers funded under this RFP will be required to operate as collaborative partners within the existing Coordinated Entry System (CES) for individuals, and with the upcoming coordinated assessment system for homeless youth through required compliance with standardized operating policies and procedures developed and adopted by LAHSA with input from system partners. Providers receiving funds under this RFP are required to participate in the existing CES and in the Los Angeles Continuum of Care (LA CoC) Homeless Management Information System (HMIS), or in a comparable US Department of Housing and Urban Development (HUD) approved system of record for Domestic Violence (DV) providers. No funds are available under this RFP for construction, rehabilitation, acquisition of property or rental subsidy. All providers that are awarded funding will be subject to the terms and conditions of this RFP and any LAHSA-issued revisions or addenda to this RFP. Revisions and addenda to this RFP may be issued in response to written questions or in order to communicate revisions or corrections made by the funder. 2. Funding Available The total funding available for this RFP is $3,881,325. Funding under this RFP is available through the County of Los Angeles Department of Public Social Services (DPSS). Funding is available for crisis housing and supportive services for individuals who are GR applicants/participants only. 3. Bed Rate The bed rate for this RFP is $25 per night. Extended stay amounts are to be determined by negotiation. For this RFP, the total number of beds per Service Planning Area (SPA) per night is 50 beds, for a grand total of 400 beds per night combined for all successful proposers. Additional services to be provided through leveraged resources include but are not limited to: physical health care, mental health care, substance disorder/recovery skills, education/life skills, and legal services (Exhibit 1 - DPSS Statement of Work, Section 4.1). 4. Eligible Applicants This RFP is open to non-profit organizations and government agencies that will coordinate with community-based homeless systems of care to provide crisis housing and supportive services to homeless single adult men, homeless single adult women, and homeless 3 P a g e

4 transition age youth who are GR participants or in the process of applying for GR. This RFP does not provide funding to programs that house homeless families. 5. Contract Term The initial contract term for contracts awarded through this RFP is September 1, 2016 August 31, LAHSA reserves the option to renew contracts awarded through this RFP for up to two (2) subsequent program years, contingent upon satisfactory contractor performance, availability of funds, and demonstrated site need. 6. Geographic Area Served Each proposal must clearly identify the Service Planning Area (SPA) and County Supervisorial District (SD) in which the proposed project will be located and the region it will serve. Final funding allocation will be made according to the geographic restrictions of the funding, the quality review results and the need for services in each SPA/SD. Providers located in the Continuums of Care of Glendale, Pasadena and Long Beach are eligible to apply for funds through this RFP. However, providers from these Continuums must demonstrate an ability to serve all eligible populations in the entire SPA. Proposals which focus services primarily in these Continuums will not be considered for funding under this RFP. Proposals with sites located in SPAs encompassing another Continuum of Care must provide services in compliance and collaboration with the LA CoC coordinated entry systems. 7. Eligible Populations This RFP seeks to fund crisis housing and supportive services programs that will serve homeless individuals including transition age youth (TAY) and victims of domestic violence who are GR applicants or participants. Refer to Exhibit I DPSS Statement of Work, Section 3.0 for additional eligibility requirements. 8. Definitions Continuum of Care A local planning body responsible for coordinating the full range of homelessness services in a geographic area, which may cover a city, metropolitan area, or an entire state. Crisis Housing An emergency shelter in the homeless coordinated entry system. Crisis Housing means any facility, the primary purpose of which is to provide temporary shelter for the homeless or to provide a bridge to permanent housing. Disabled A GR applicant/participant who has a medical/mental health condition that prevents them from engaging in fulltime sedentary work. 4 P a g e

5 Evidence of Site Control Defined as providing documentation of an appropriate certificate of occupancy and or a conditional use permit allowing the legal use of the property for the program being proposed, and at least one of the following types of documentation securing the location for the use of the proposed program: a) Proof of Ownership b) Executed Option to Purchase c) Executed Lease Agreement d) Executed Option to Lease e) Letter of Intent signed by both parties General Relief (GR) A County-funded program that provides financial assistance to indigent adults who are ineligible for Federal or State programs. Harm Reduction An aspect of a program s design established by a set of policies and the resulting procedures and practices whose objective is to reduce the negative consequences of participants continued use of drugs and/or alcohol or failure to be medication compliant. In crisis housing settings, harm reduction is intended to prevent a participant s termination from the program based solely on his or her inability to stop using drugs or alcohol or failure to take prescribed medications. Crisis Housing programs incorporating a harm reduction model must utilize all interventions possible, short of termination from the program to enable the participant to reduce or minimize their risky behaviors while at the same time assisting them to move into and become stabilized in permanent housing. Harm reduction is not intended to prevent the termination of a participant whose actions or behavior constitute a threat to the safety of other participants and staff. Organizations must develop a set of policies and procedures to be implemented in the event of such behavior on the part of a participant. Homeless, defined by DPSS Applicants/participants are considered homeless when they lack fixed and regular nighttime residences. If they share a residence with family or friends on a temporary basis; if they have a primary nighttime residence that is a supervised publicly or privately operated shelter designed to provide temporary living accommodations; if they reside in a public or private place not designed for or ordinarily used as a regular sleeping accommodation for human beings; if they have a need for housing in a commercial establishment (e.g. hotel/motel), shelter, publicly funded transitional housing or from a person in the business of renting properties, or received an eviction notice or notice to pay rent or quit. 5 P a g e

6 Housing First An approach to ending homelessness that centers on providing people experiencing homelessness with housing as quickly as possible and then providing services as needed. Housing First programs share critical elements: A focus on helping individuals and families access and sustain permanent rental housing as quickly as possible without time limits; A variety of services delivered to promote housing stability and individual well-being on an as-needed basis; and A standard lease agreement to housing as opposed to mandated therapy or services compliance Permanent Housing A community-based housing without a designated length of stay, and includes both permanent supportive housing and rapid re-housing. The program participant must be the tenant on a lease for a term of at least one year that is renewable and is terminable only for cause. Transition Age Youth An individual between the ages of 18 and 26 years. 9. System Component Crisis Housing and Supportive Services for Individuals Eligible Population: General Relief (GR) applicants and/or participants experiencing homelessness, as defined by the DPSS definition of homelessness, who are non-disabled individuals or disabled individuals or TAY. Refer to Exhibit 1 - DPSS Statement of Work, Section 3.0 for additional eligibility requirements. Objective: To provide safe, 24-hour Crisis Housing and supportive services to homeless GR applicants/participants in Los Angeles County. Under this RFP, a proposer may request funds to provide up to 14 days of Crisis Housing and supportive services to homeless individuals who are non-disabled. Moreover, a proposer may request funds to provide up to 90 days of crisis housing and supportive services to homeless individuals who are disabled or TAY as defined in the Definitions section of this RFP. The follow table represents the maximum number of days an individual may stay at a shelter. Please refer to Exhibit I DPSS Statement of Work, Section for additional details. 6 P a g e

7 HOMELESS SUBPOPULATION Non-Disabled Individuals Disabled Individuals TAY MAXIMUM DAYS in CRISIS HOUSING 14 days* 90 days* 90 days* *Refer to Exhibit I DPSS Statement of Work, Section for additional details. Successful proposers must operate as collaborative partners within the existing CES system for individuals, through required compliance with standardized operating policies and procedures; are required to provide assessments using the LA CoC adopted standardized assessment tool; and will transmit these assessments to the CES Lead Agency in their geographic area in order to ensure highest need individuals are prioritized for permanent housing resources. Successful proposers must participate in regular provider collaborative community meetings. Supportive services provided by other funding sources or a third party provider must be documented by a funding contract or a Memorandum of Understanding (MOU) between the proposer and the party that will provide the services. Only those services that are committed to the project at time of application will be considered for evaluation. CORE ELEMENTS: 1. The individual assisted is homeless as described in the Definitions section of this RFP and would remain homeless but for this assistance. Homeless individuals must be referred by DPSS staff. 2. Supportive services that program participants need or want in order to achieve permanent housing and increase income are offered, but are not required, including links to mainstream programs or partner agencies (i.e. mental health services, substance abuse treatment, medical services, child care, etc.). 3. Case Management services are focused on the goal of permanent housing placement. 4. Access to permanent housing does not require a demonstration of readiness on the part of the program participant. 5. The participant being served by the crisis housing provider is helped to gain direct access to permanent housing in the community and to retain that permanent housing unit as long as the basic obligations of tenancy are met. 6. Crisis Housing meets the minimum shelter standards as outlined in this RFP, in the award contract and in the federal and local regulations that govern the funding type. 7. Service plans for program participants are individualized based on their needs, circumstances and market conditions, and focus on helping individuals find and keep permanent housing. 8. In addition to basic shelter requirements Crisis Housing programs under this RFP must include the services listed in the table, below, and must provide eligible program participants with access to these services. 7 P a g e

8 9. All programs must incorporate harm reduction policies and procedures into their program design and crisis housing operations. Required Supportive Services/Operations Funded by this RFP Provided through Leveraged Services Case Management X X Residential Supervision X X Crisis Intervention X X Security X X Meals X X Restrooms & Showers X X Family Reunification Services (for TAY only) X X Mental Health Care X Physical Health Care X Substance Abuse/Recovery Services X Education/Life Skills X Legal Services Refer to Exhibit I DPSS Statement of Work, Section 3.0, 4.0, and 6.0 for additional eligibility, referral, and program component requirements. 10. Performance Outcomes Programs funded under this RFP will be expected to achieve the following performance outcomes: a) Performance Outcome Targets for Crisis Housing and Supportive Services for Individuals 85% of homeless GR applicants/participants who stay five consecutive nights in a shelter, will complete a CES Survey Assessment within 48 hours of completion of five consecutive shelter nights and will be connected to CES. 30% of homeless disabled GR and TAY applicants/participants served will exit to temporary or permanent housing within six months. x 11. Budget, Match and Leverage Proposers are required to submit a competitive budget which will allow them to operate at an optimal level. A budget template has been provided with this RFP that provides for a line item budget by category. The budget template provided must be submitted with the proposal. Proposers must submit a complete budget for the total cost of the proposed project, including any other funding sources being leveraged. LAHSA will reimburse administrative costs to a maximum of 10% of the LAHSA funded portion of the proposed project. 8 P a g e

9 Match and Leverage Due to the limited resources available, all applications are encouraged to demonstrate match and leveraging in order to meet the needs of the populations they intend to serve. LAHSA recommends match (cost sharing) to be provided by the recipient to match the grant funds provided by LAHSA through this RFP at a minimum of 25% percent. LAHSA recommends leveraging of funds from other sources at 50% to enrich programming. As part of the Quality Review process all proposals will be evaluated with regard to the level of matched and leveraged funds that are committed to the project. 12. Timeliness Standards The Proposer is expected to demonstrate the ability to begin project operation September 1, 2016 and to fully utilize grant funds within the proposed contract term. Proposals must demonstrate a plan for rapid implementation of the program. The Proposer is expected to initiate the approved projects promptly in accordance with the requirements of this RFP and the federal and local regulations governing the awarded funding. Grant terms, and associated grant operations, may not extend beyond the availability of funds. 13. Facility Proposers must obtain site control for the facility in which services and housing will operate and submit evidence of site control to LAHSA with the proposal. Facilities must be appropriate to the type of services being provided and must be located within close proximity to community amenities including access to public transportation. Proposers must be able to demonstrate that they can provide enough space for the proposed staffing levels. In addition, each facility must have a private space for the staff to use for confidential interviews. Crisis Housing providers must meet all requirements as outlined in the LAHSA Minimum Shelter Standards and the Emergency Solutions Grant (ESG) Habitability Standards. 14. Due Diligence and Regulatory Compliance Proposers are required to provide information regarding the financial condition and principal agents of the organization and project partners. Financial condition is evidenced by recent balance sheets, or income statements, current audited financial statements and internal financial statements, including Statements of Financial Position and Statements of Activities, while principal agent information is evidenced by resumes for all key principals/partners of the organization. In order to ensure regulatory compliance, the evaluators will perform due diligence on all proposals to verify the accuracy of the information provided. 15. Joint Offers Where two or more proposers desire to submit a single proposal in response to this RFP, they should do so on a prime-subcontractor basis rather than as a joint venture or informal 9 P a g e

10 team. LAHSA intends to contract with a single organization and not with multiple organizations doing business as a joint venture. 16. Proposed Contract Successful proposers shall be required to enter into a written agreement with LAHSA. The proposed contract may be modified to incorporate other pertinent terms and conditions set forth in this RFP, including those added by addendum, and to reflect the proposer s offer or the outcome of the contract negotiations, if any, conducted with the proposer. Proposers unable or unwilling to comply with LAHSA policies and procedures need not apply. Corrective actions may be imposed on an agency for noncompliance with regulations, contract requirements and other applicable professional standards. Should an agency fail for any reason to comply with the contractual obligations of their contract, LAHSA reserves the right to take remedial action at its discretion as set forth in LAHSA s Remedial Action Policy. LAHSA, at its discretion, may impose any of the following remedial actions for cause: Notice of Noncompliance, Withholding of Payment, Probation, Suspension, Termination and/or, Debarment. 17. No Commitment to Award Issuance of this RFP and receipt of proposals is not a commitment to award a contract. LAHSA expressly reserve the right to postpone proposal opening for its own convenience, to accept or reject any or all proposals received in response to this RFP, to negotiate with more than one proposer concurrently, or to cancel all or part of this RFP. II. PROPOSAL CRITERIAL AND EVALUATION PROCESS The Proposal Evaluation Process will take place in two (2) phases: a) Phase 1: Threshold Review All proposals received by the submission deadline will be submitted for a Threshold Review by LAHSA staff. Proposals that meet all Threshold Requirements, below, will be recommended to move on to Quality Review and will be submitted for the approval of the Programs & Evaluations Committee and posted to the LAHSA website. Proposals that do not meet Threshold Requirements will not move to the Quality Review phase. Threshold Requirements for eligibility: Completeness: Proposals will be reviewed for completeness. Proposals must include a copy of each Core Document listed in Section V of this RFP. Proposals that do not include all of the requested core documents, demonstrate proposer s eligibility, and project appropriateness as detailed in the RFP will be rejected at LAHSA's sole discretion. Target Population: The project must serve the target population as defined in the Eligible 10 P a g e

11 Populations sections of this RFP. Housing Type: Only Crisis Housing will be considered for funding under this RFP. Coordinated Entry System Participation: Proposers must demonstrate current collaboration with the appropriate SPA-based coordinated entry systems for relevant homeless population, including how the proposed program will impact service gaps in the existing system(s). Proposers must also demonstrate that they will work closely with HOPWA Regional Offices to serve and/or refer any eligible homeless Persons Living with HIV/AIDS (PLWHA). Experience: All proposers must have been incorporated and have been operational as a non-profit 501(c)(3) organization providing housing and/or services to homeless persons for at least two (2) years. However, agencies that have been providing services to homeless persons under the auspices of another incorporated 501(c)(3) organization for at least two years and have since obtained their own 501(c)(3) status may be eligible for funding under this RFP. If the proposal is a formal collaboration between agencies, past experience of the more experienced agency will be assessed in this category. Collaborations must be formal and long-term with resources shared between agencies. Decision-making for the proposed program must be coordinated with clear roles and responsibilities for each agency. Collaborations must have an identified lead agency; documentation must be formalized with a written agreement between the parties. Past Compliance: The proposers must be in compliance with applicable civil rights laws and Executive Orders. There must be no outstanding findings of noncompliance with civil rights statutes, Executive Orders, or regulations, unresolved secretarial charge of discrimination issued under the Fair Housing Act, no adjudications of civil rights violations on a civil action. Proposers must not have any instances of fraud or embezzlement convictions in the past five (5) years. In addition, the proposer must not have any instance of terminated funding for cause from any funding source (governmental and non-governmental sources) in the past five (5) years. LAHSA reserves the right to deny the funding request for a new project, if the request is made by an existing recipient that is found to have significant issues related to capacity, performance, or unresolved audit/monitoring finding related to one or more existing grants. HMIS: Proposers must participate in the LA CoC HMIS implemented by LAHSA, or if a DV provider, must participate in a comparable HUD approved system, and adhere to all the implementation guidelines developed under HMIS. LAHSA shall provide the selected proposers with the basic training required to utilize HMIS. Failure to input complete, accurate and timely client and project information on HMIS may result in reimbursement 11 P a g e

12 delay, payment reduction, or contract suspension. Awardees must be enrolled in and implemented onto HMIS prior to contract execution. Projects dedicated to serving 100% domestic violence populations are required to utilize an alternate database system, not funded by LAHSA, which provides required HUD data sets. Financial Stability: Proposer must demonstrate financial stability. The panel will evaluate the proposer agency s financial statements. Organizational Capacity: Experience directly related to carrying out the proposed project is of critical importance. The panel will evaluate the experience, capability, and capacity of the proposer, collaborators, partners, and key subcontractors to administer the proposed project. If the proposal is a formal collaboration between agencies, past experience of the more experienced agency will be assessed in this category. The proposer s demonstrated capacity to enter into a large government contract will be taken into consideration. Beyond the length of time providing service to the homeless in general, the panel will look at the proposer s experience working directly with the proposed population. Site Control (Offices for Administration/Supportive Services): The Proposer must identify a site that will be available for administration of the grant, or for the provision of supportive services, throughout the contract period, and evidence of site control must be submitted with the proposal. Acceptable forms of site control are leases, lease options, deeds, and purchase options. The facility and physical layout of the proposed site must be appropriate for the size and scope of the program operations. Proposer must demonstrate that the site is legally zoned for the type of services to be provided and that the building/site is in compliance with all applicable building, health and safety codes of the locality. ADA/ADAA Compliance: Proposer s site for the provision of supportive services must be ADA/ADAAA compliant. The panel will evaluate Proposer s compliance with the Americans with Disabilities Act of 1990 and the American with Disabilities Act Amendments Act of 2008 and any amendment thereto, in the areas of program access, physical access, communications access, employment practices and any reasonable accommodation process in place for persons with disabilities (for employees, program participants, and the public). The panel will also evaluate the Proposer s past experience in resolving ADA complaints in a timely manner. b) Phase 2: Quality Review Once a proposal passes Threshold Review, the proposal will move on to Quality Review. In Quality Review, proposals will be scored independently by an Evaluation Panel of experts. The Evaluation Panel will score program design, continuum of care integration, target population, organizational capacity, past performance, budget and financial stability, cost 12 P a g e

13 efficiency, regional capacity building, program readiness, and any other identified HUD priorities. Each proposal s content, responsiveness, conciseness, clarity, relevance, and strict adherence to the instructions in this RFP will be considered when scoring each category. Final scoring will be based on the proposal as submitted. Recommendations will be made based on the amount of funding available and the amount of proposals that score above the 75 point funding line. Quality Review results and final funding recommendations will be posted on the LAHSA website and presented to the LAHSA Commission for approval. SCORING AREA POINTS Program Design 35 Past Performance 25 Program Readiness 15 Program Budget/Cost Efficiency 10 CoC Integration 15 TOTAL POINTS POSSIBLE 100 Program Design (35 Points) The proposal must demonstrate an understanding of program requirements and the needs of the population it proposes to serve. There must be a clear link between services and the target population s advancement towards housing placement and stability as outlined in this RFP. Proposals will be evaluated on originality, the strength of the implementation plan, long-term sustainability, potential for impact on the proposed region, and the demonstration of evidence-based practices utilized in the development of the proposal. The panel will evaluate the use of supportive services, staffing and supervision plans to assist the population it proposes to serve in achieving these goals. The panel will evaluate the appropriateness of the facility for serving the proposed population in relation to the number of participants sheltered and served as well as the location of the facility in relationship to community amenities. Past Performance (25 Points) The proposer s past performance under other LAHSA funded contracts and previous federal and local awards will be taken into consideration. The panel will evaluate the proposed projects based on the ability of the proposer to meet performance outcomes. Programs that demonstrate the ability to fully utilize the resources available in past grants and who meet or exceed performance outcomes will achieve higher scores than programs that do not. LAHSA reserves the right to verify information submitted in the proposal. The proposer agrees that the LA CoC HMIS System, or a comparable HUD approved system of record, will 13 P a g e

14 be the primary source of verification of performance and outcome data for programs funded by HUD. Proposers must submit back-up documentation for both HUD-funded and non-hud funded program outcomes. LAHSA and the Evaluation Panel reserve the right to request additional data to verify information submitted with the proposal. Program Readiness (15 Points) The panel will evaluate the proposer s ability to implement the program by September 1, The timeframe between grant award and program implementation is of critical importance in this area. For purposes of this element, readiness will include consideration of the earliest date a client will be sheltered by the program and an assessment of the processes and systems proposed to meet the program start date. Program Budget/Cost Efficiency (10 Points) The panel will evaluate the feasibility, cost-effectiveness, reasonableness, and accuracy of the budget. The panel will also evaluate the extent to which additional funding and resources are committed to the proposed project. The panel will evaluate cost effectiveness by comparing the amount requested to the number of minimum households served and/or the level of services provided. The proposal will describe and specify the source and dollar amount of other public and private funding and resources that will be or have been leveraged to complete the proposed project. Strength of financing commitments will also be considered in the proposal evaluation. Continuum of Care Integration (15 Points) Proposals will be evaluated on the potential of impact on the proposed region, how the proposed project fits into and meets the unmet need in the CoC, as well as the extent to which the proposed project will be integrated and coordinated with other service and housing providers within the region. This evaluation will include an assessment of linkages with other components in the continuum, including coordinated assessment and intake efforts, within the proposer s agency or with other agencies within the CoC. Programs must be integrated with the local Coordinated Entry System for Individuals or the coordinated entry planning efforts for youth to ensure effective engagement of the targeted population. Proposers must demonstrate that they will work closely with HOPWA Regional Offices to serve and/or refer any eligible homeless Persons Living with HIV/AIDS (PLWHA). The panel will evaluate the proposed project on consistency with funder objectives and integration with Consolidated Plan of the proposer s jurisdiction. Organizations will need to demonstrate active participation in local homeless coalitions. 14 P a g e

15 III. GENERAL INSTRUCTIONS 1. New Project Proposal Submittal FileShare Prior to submitting a new project application, applicants are required to have an active FileShare account. If your agency does not have an active FileShare account, please complete the Account Request Form available online at MyOrg The RFP application will be available via the MyOrg portal on the LAHSA website. If your organization does not have an active MyOrg account, please complete the Create Account form available online at: Core Documents After a FileShare account has been created, proposers must upload the most recent versions of Core Documents prior to the proposal submission deadline. Proposers must upload a Certification of Core Documents after uploading all Core Documents into FileShare. The Certification of Core Documents and Certification of Litigation and Contract Compliance are available online at Proposal Application RFP, Application documents and Budget Template will be made available online following the approval for release from the Programs & Evaluations Committee. Proposers may respond to this funding opportunity by completing the online application located at In order for a proposal to be considered complete all of the following must be completed and submitted prior to the submission deadline: MyOrg Application; Upload of all Core Documents into FileShare (Section V.); Budget Template and supporting RFP application documents uploaded to Fileshare. 2. Due Date Proposals submitted in response to this RFP will be due in accordance with the following dates: All proposals must be RECEIVED by electronic delivery no later than 3:00 PM (Pacific Standard Time), June 20, Applications will not be accepted via facsimile. 15 P a g e

16 Electronic Submission is mandatory. Proposals submitted after 3:00 PM (Pacific Standard Time), June 20, 2016 will not be accepted. Proposal amendments and/or addendums submitted to LAHSA after the proposal deadline will be returned without review. However, LAHSA reserves the right to request clarification of unclear or ambiguous statements made in the proposal. 3. Mandatory Bidders Conference Proposers are required to attend a mandatory Bidders Conference to take place from 10am 12pm, May 24, 2016 at Los Angeles Homeless Services Authority 811 Wilshire Blvd., 5 th Floor, Conference Room 1 Los Angeles, CA Questions from Proposers Proposers are asked to defer all questions regarding this RFP until the Bidders Conference. Proposers are encouraged, but not required to submit questions in writing at least two (2) days prior to the conference. You may direct your questions regarding this RFP to fundingopportunities@lahsa.org with the subject line, 2016 Crisis Housing and Supportive Services for Homeless General Relief Applicants/Participant RFP Q&A. Please be sure to include your name and title, the name of the agency you represent and the best telephone number to reach you if a LAHSA representative needs to speak with you for further clarification. After the Bidders Conference, Questions will be accepted via at fundingopportunities@lahsa.org with the subject line, Crisis Housing and Supportive Services for Homeless General Relief Applicants/Participants RFP Q&A until May 27, 2016, 2016, 3pm. LAHSA will post written responses to all received questions on the LAHSA website no later than five (5) business days from the date questions are due. Questions asked via U.S. mail or other forms of communication will not be accepted or responded to. Proposers are responsible for checking the LAHSA website to obtain current information and responses. Any omission or error made by any proposer under this RFP for failure to obtain information posted regarding this RFP on the LAHSA website at is the sole responsibility of proposer and is not basis for appeal of any adverse score or evaluation under this RFP. 5. RFP Addenda/Clarifications If it becomes necessary to revise any part of this RFP or provide additional information after the RFP is released a written addendum will be posted on the LAHSA website at It is the responsibility of the proposer to review any publicly available 16 P a g e

17 addendum or information on the LAHSA website prior to submission of the proposal. If a proposer does not have access to the LAHSA website, they may call (213) and request a printed copy of any addenda via fax or mail. LAHSA is not responsible for information requested within three (3) days of the due date of the proposal under this RFP. 6. Appeals Proposers under this RFP may only submit process appeals, which are appeals based upon the evaluators failure to abide by their own established procedures in making funding recommendations. Appeals based on the outcome of the decision-making process will not be accepted. A disagreement with or objection to the points awarded will not be a sufficient basis for an appeal. Threshold Appeals LAHSA will notify all proposers of the Threshold results and post the results on the LAHSA website. Any actual or prospective proposer may appeal the solicitation or award of a funding recommendation for violations of the procurement policy or of laws and regulations governing procurement activities as stated in this RFP. Any appeal of the Threshold Review results, pursuant to this RFP must be received within two (2) calendar days after notice of written recommendations. The appellant must file a written statement specifying the grounds for appeal. The appeal shall be limited to two (2) typed pages and must clearly state the grounds on which the appeal is based. All appeals should be on organization letterhead and entitled 2016 Crisis Housing and Supportive Services for Homeless GR Applicants/Participants RFP Threshold Review Results Appeals. Please do not include cover letters with the appeal. LAHSA shall not be obligated to consider appeals received after the above-specified deadlines. All Threshold appeals must be in writing and ed to fundingopportunities@lahsa.org or received at the following address: Funding- Programs Department Re: 2016 Crisis Housing and Supportive Services for General Relief Applicants/Participants RFP Threshold Review Results Appeals Los Angeles Homeless Services Authority 811 Wilshire Blvd., 6th Floor Los Angeles, CA Quality Appeals After the Quality Review phase of the Proposal Evaluation Process, LAHSA will notify all proposers of its Quality Review results. Within two (2) business days after notice of staff 17 P a g e

18 recommendations, the appellant must file a written statement specifying the grounds for appeal. The appeal shall be limited to two (2) typed pages and must clearly state the grounds on which the appeal is based. All appeals should be on an organization's letterhead and entitled Applicants/Participants RFP Quality Review Results Appeals. Please do not include cover letters with the appeal. Quality appeals will be presented to the Programs and Evaluation Committee of the LAHSA Commission. The Programs and Evaluation Committee will make a recommendation and forward its recommendations to the LAHSA Commission. The LAHSA Commission will make the final decision regarding any and all Quality appeals. In the situation where the Programs and Evaluation Committee is unable to meet, the appeals shall be presented directly to the LAHSA Commission. All Quality appeals must be in writing and ed to fundingopportunities@lahsa.org or received at the following address: Chair, Programs and Evaluation Committee Re: Applicants/Participants RFP Quality Review Results Appeals Los Angeles Homeless Services Authority 811 Wilshire Blvd., 6th Floor Los Angeles, CA IV. PROPOSAL FORMAT AND CONTENT Application questions, response format restrictions, supporting document templates and additional guidance can be found in the technical assistance information online at 18 P a g e

19 V. CORE DOCUMENTS The following core documents must be submitted electronically to the proposer s FileShare account. Failure to submit any of these documents in an application may result in ineligibility of the application. If you have intentionally left an attachment out of the proposal, please submit an electronic document using the following nomenclature: Document Name - Intentionally Left Blank. Include the explanation of why the attachment is not relevant to your proposal in this document and upload to the FileShare folder designated for this document. CORE DOCUMENTS ADA/ADAA Policy and Procedures: ADA Policy and Procedures for compliance with applicable provisions of the Americans with Disabilities Act (ADA) and America Disabilities Act Amendment Act (ADAAA) and any reasonable accommodation process in place for persons with disabilities (for employees, program participants, and the public) Articles of Incorporation: Including By-laws and any amendments. Audited financial statements: For the last two (2) fiscal years, including if required, a Single Audit (as required by regulation under Title 2 of the Code of Federal Regulations Part 200 Subpart F). I f not provided, a written explanation as to why an audit was not conducted must be submitted. Board of Directors/Trustees List: Indicate homeless or formerly homeless person sitting on board (HUD regulation SEC 416 [42 USC 11375]d)) - Applicable for organizations with HUD direct grants only If applicable under SB 1262, the Nonprofit Integrity Act of 2004, list of Audit Committee members and charter. Business License(s): From applicable City and or County jurisdictions. Varies based on location of organization and programs and proposed program. If no business license for any jurisdiction, explanation is required. California Active Business Entity: Proposer must provide a screenshot printout of Proof of Active status from kepler.sos.ca.gov or submit a CA Certificate of Good Standing from the CA Secretary of State that is no more than 6 months old. Facilities Documentation: Include documentation of site control for business sites including proposed site(s) to be operated. Documentation must include Leases, Letter of Agreement, Certificates of Occupancy and any Conditional Use Permits (CUP) if applicable for all proposed sites. A Letter of Intent will be accepted if a lease is not in place for a proposed site. Please provide sufficient site information that sites are compliant. Also required are Floor Plans of facility and Evacuation Plans as detailed in the Facility Section of the RFP. Certification of Current Core Documents: - After all documents including revisions have been uploaded to your organization s LAHSA FileShare account, a current signed copy of this Certification must be provided for each RFP that certifies the documents are current and accurate. Conflict of Interest Policy Cost Allocation Plan: Detailed plan for the allocation of all costs for all departments and programs funded from multiple sources (both private and governmental). The plan should encompass costs for the entire organization. Executive Leadership/Senior Management Team: Resumes or short biographies that provide information to assess the organization s capacity. Financial Policies and Procedures: Complete policies and procedures that include internal controls, funding, financial management, procurement, cash disbursements, cash management activities. Insurance: Evidence of current General Liability and Workers Compensation Insurance IRS tax exempt status (determination (501(c)3 letter: Include screenshot printout of current proof of active non-profit status from 19 P a g e

20 IRS Form 990: Most recent fiscal year or written explanation why form was not filed with the IRS. (Required for nonprofits, not required for government entities) Form 990 can be provided electronically if available from or at Guidestar.org (Please check and provide location of file) Organization Budget Current Board-Approved: Include evidence of board approval. Organizational charts as follows. Provide sufficient details to assess organizational capacity: 1. Organization-wide including all administration, departments and programs, include proposed program. 2. Administration include all staffing 3. Proposed Program 4. Collaborative Other Documents: Including other applicable business licenses or certifications (e.g. Childcare license, Annual Report, DBA Fictitious Business Name, if applicable) 20 P a g e

21 VI. PROPOSAL CONDITIONS AND RESERVATIONS A. All costs of proposal preparation shall be borne by the Proposer organization. LAHSA shall not, in any event, be liable for any pre-contractual expenses incurred by the Proposer in the preparation and/or submission of the proposal. The Proposer shall not include any such expenses as part of the budget in the proposal. B. Submission of a proposal shall constitute acknowledgement and acceptance of all terms and conditions contained in the RFP. C. Submission of a proposal shall constitute a firm and fixed offer to LAHSA that will remain open and valid for a minimum of 90 days from the application submission deadline. The proposal should always include the Proposer's best terms and conditions. D. The proposal must set forth full, accurate, and complete information as required by this RFP. No changes or additions are allowed after the proposal deadline. E. LAHSA cannot certify, license or endorse grant writers. Proposers are free to select any grant writer. The responsibility for the performance of the grant writer rests with the Proposer. F. Responses to this RFP become the exclusive property of LAHSA. All proposals will be considered public documents, subject to review and inspection by the public at LAHSA s discretion, in accordance with the California Public Records Act and other applicable laws. Exceptions will be those pages in each proposal which are defined by the Proposer as business or trade secrets and are marked as TRADE SECRET or CONFIDENTIAL. LAHSA shall not in any way be liable or responsible for the disclosure of any such records, including, but not limited to, those so marked if the disclosure is deemed to be required by law or by court order. Selection or rejection of a proposal does not affect these rights. G. LAHSA reserves the right to communicate in writing with funders or organizations associated with the Proposer to obtain additional clarification of design of program, or proposer fiscal and programmatic capacities, and to utilize this information in the evaluation process. H. LAHSA reserves the right to conduct site visits of all proposing agencies. I. LAHSA reserves the right to extend the RFP submission deadline should such action be in the best interest of LAHSA. Proposers may revise and re-submit their proposal in the event the deadline is extended. J. LAHSA reserves the sole right to reject any or all proposals received in response to this RFP if it is deemed inappropriate or incomplete, it fails to comply with any instruction contained in this RFP, or is not in the best interest of LAHSA. K. LAHSA reserves the right to withdraw this RFP at any time without prior notice. Further, LAHSA makes no representation that any contract will be awarded to any Proposer responding to this RFP. LAHSA reserves the right to reject any or all submissions. L. LAHSA reserves the right to negotiate services and costs with Proposers, including revision of program design as necessary to better meet LAHSA, the City of Los Angeles, County of Los Angeles, or HUD requirements. 21 P a g e

22 M. A Proposer shall not be recommended for funding, regardless of the merits of the proposal submitted, if it has a history of contract non-compliance with LAHSA or any other funding source, a contract suspension, a termination for cause by LAHSA or any other funding source, or outstanding financial obligations with LAHSA that have not been adequately resolved with LAHSA or any other funding source. In the event that the Proposer has any contract(s) with LAHSA suspended or terminated, it shall not be eligible for funding under any RFP released by LAHSA for a period of five (5) years starting from the effective date of suspension or termination. N. Willful misstatements of information will result in non-recommendation for funding, regardless of the merits of the proposal submitted. O. LAHSA reserves the right to verify information submitted in the proposal. The Proposer agrees that the Los Angeles Continuum HMIS will be the primary source of verification of program performance and outcome data for existing programs. LAHSA reserves the right to request additional data to verify information submitted with the proposal, at its sole discretion. If the information in the proposal cannot be verified and if LAHSA determines the errors are not willful, LAHSA reserves the right to adjust the rating points awarded. P. If an insufficient number of qualified proposals are received or if the proposals received are deemed non-responsive or not qualified as determined by LAHSA, LAHSA reserves the right to re-issue an RFP, execute a sole-source contract with a vendor, or otherwise ensure that services are provided by other means in a manner consistent with the program requirements. Q. The Proposer must be in compliance with applicable civil rights laws and Executive Orders. There must be no outstanding findings of noncompliance with civil rights statutes, Executive Orders, or regulations, unresolved secretarial charge of discrimination issued under the Fair Housing Act, no adjudications of civil rights violations on a civil action or deferral of processing of proposals from the sponsor imposed by HUD. R. The Proposer shall be ineligible to receive funding under this RFP if any officer or employee of the Proposer who would be involved in the administration of grant funds has been convicted of a criminal offense related to the administration of funds or any member of its executive management, key staff, or any officers of its Board of Directors is involved in any litigation or other legal matter that compromises the organization s ability to carry out the project as awarded. S. LAHSA reserves the right to fund all or a portion of a proposal and/or require that a Proposer collaborate with another in the provision of a specific service if it is in the best interest of LAHSA, the City of Los Angeles, the County of Los Angeles, or HUD. T. LAHSA reserves the right to waive minor technical deficiencies or any informality in a submitted proposal. U. Proposals may be withdrawn by written request of the authorized signatory on provider letterhead at any time prior to the LAHSA Commission s actions on staff s final recommendation for funding. 22 P a g e

23 V. If a Proposer declines to implement the project or changes significant project specifications which are deemed relevant to the basis on which the award was granted thereby negating the funding award after the LAHSA Commission approves funding award(s) under a LAHSA competitive process, said provider shall not be eligible to submit an application for any other new project funding for a period of one year from the time of notice. Changes to significant project specifications include, but are not limited to, a change in the Service Planning Area in which the project is located or a change in the target population which the project serves. LAHSA may exempt a provider from this policy if it is deemed that the circumstances that facilitated the refusal to implement the project or change to significant project specifications was out of the reasonable control of the provider. W. It is improper for any officer, employee or agent of LAHSA to solicit consideration, in any form, from a Proposer with the implication, suggestion or statement that the Proposer s provision of the consideration may secure more favorable treatment for the Proposer in the award of the contract or that the Proposer s failure to provide such consideration may negatively affect the LAHSA s consideration of the Proposer s submission. A Proposer shall not offer or give, either directly or through an intermediary, consideration, in any form, to an officer, employee or agent of LAHSA for the purpose of securing favorable treatment with respect to the award of the contract. A Proposer shall immediately report any attempt by an officer, employee or agent of LAHSA to solicit such improper consideration. The report shall be made to the Executive Director of LAHSA or to the County Auditor-Controller s Employee Fraud Hotline (800) Failure to report such a solicitation may result in the Proposer s submission being eliminated from consideration. Among other items, such improper consideration may take the form of cash, discounts, service, the provision of travel or entertainment, or tangible gifts. X. Upon the request of LAHSA, a Proposer whose bid is under consideration for the award of the contract shall provide LAHSA with written authorization to request a credit report from a reputable credit agency to gain satisfactory evidence of the Proposer s financial background, stability and condition. Y. In accordance with Los Angeles County Code, Chapter (County Ordinance ), each person/firm submitting a response to this request for bid/proposal must certify in writing that such Proposer and each County lobbyist and County lobbyist firm, as defined by Los Angeles County Code , retained by the Proposer, is in full compliance with Chapter of the Los Angeles County Code. Z. Notwithstanding a recommendation of a department, agency, individual, or other, the LAHSA Board of Commissioners retains the right to exercise the final decision concerning the selection of a proposal and the terms of any resultant Agreement, and to determine which proposal best serves the interests of LAHSA. The Board is the ultimate decision-making body and makes the final determinations. AA. A bid/proposal, which contains conditions or limitations established by the Proposer, may be deemed irregular (and nonresponsive) and may be rejected by LAHSA, in its sole discretion. 23 P a g e

24 BB. LAHSA reserves the option to renew contracts awarded through this RFP for two (2) additional years, contingent upon but not limited to the following: a) satisfactory contractor performance; b) availability of funds; and c) demonstrated site need. VII. CONTRACT CONDITIONS Contractors will be required to comply with conditions set forth by LAHSA, the City of Los Angeles, the County of Los Angeles and the U. S. Department of Housing and Urban Development (HUD), hereafter referred to as "Funders". These conditions include, but are not limited to the following: A. The initial recommendation for funding should not be construed as a finding that the proposed program complies with all requirements and conditions for a contract for grants. LAHSA reserves the right to fund all or a portion of a proposal and/or require that a Proposer collaborate with another in the provision of a specific service if it is in the best interest of LAHSA. A funding recommendation or offer to contract may be withdrawn upon failure of reasonable attempts to negotiate an agreement. B. Contractors shall allow representatives of Funders to inspect facilities that are used in connection with the contracts made to implement programs funded under this RFP. C. Successful Proposers will be required to satisfy LAHSA s and other participating provider or entity s insurance requirements. Additionally, all Proposers must comply with all contractual requirements. Contractors will name LAHSA and the City and/or County of Los Angeles as additional insured on general liability, professional liability (where required), auto liability (owned and non-owned), workers' compensation, and errors and omissions policies (where required). D. Contractors shall make available to representatives of Funders, upon reasonable notice, the fiscal records and/or client data records pertaining to the contract. Demographic information about clients will be regularly submitted to LAHSA in a manner consistent with agreements protecting client and/or provider confidentiality rights. E. Contractors shall comply with reasonable requests from Funders concerning promotional activities related to the program. F. Contractors acknowledge that, as recipients of Federal funds, they will be required to comply with Federal regulations pertaining to the use of such funds. It will be the Contractor's responsibility to ensure compliance with applicable regulations. G. The Contract shall include standard clauses and in some cases, certifications, requiring Contractor's compliance with, but not limited to, the following regulations: nondiscrimination, affirmative action, and equal opportunity; separation of church and state; Americans with Disabilities Act (ADA); conflict of interest; restrictions on lobbying; debarment; audits; rights in data; drug-free workplace; lead-based paint and Equal Benefits Ordinance. H. Contractors shall maintain any applicable licenses or permits, and meet any facilities code regulations required for the program(s) funded under the contract. 24 P a g e

25 I. Contractors shall participate in information networking, training, and coordination meetings as directed by LAHSA or other grant funding sources. J. Contractors shall cooperate with related research and evaluation activities as directed by LAHSA or other grant funding sources. K. Contractors will be required to submit a Code of Conduct which will address conflict of interest requirements. L. Contractors may not enter into an agreement with a subcontractor for the provision of shelter or supportive services under any program funded under this RFP, unless that subcontractor and its qualifications are fully described in the proposal, and the intention to subcontract is explicitly stated in the proposal or the use of the subcontractor has been approved in writing by LAHSA. Contractor shall remain liable for the performance of the subcontractor, and will require subcontractor to adhere to all provisions in the contract between LAHSA and contractor. M. Contractors will ensure that an annual financial audit is performed in compliance with Title 2 of the Code of Federal Regulations Part 200 (2 C.F.R. 200) Subpart Audit Requirements, if it spends, in aggregate, $750,000 or more of Federal funds per fiscal year. Contractor shall submit a copy of the audit report to LAHSA within nine months after the end of the contractor's fiscal year. N. Each contractor must comply fully with all of the requirements specified in this RFP and committed to in the program proposal, including program leveraging commitments, otherwise contractor risks immediate termination of contract. O. The responsibility for accuracy rests entirely with the Proposer. If a Proposer knowingly and willfully submits false performance or other data, LAHSA reserves the right to reject that proposal. If it is determined that a contract was awarded as a result of false performance, financial or other data submitted in response to this RFP, LAHSA reserves the right to terminate said contract immediately. P. Contractor shall have in place an appropriate grievance procedure. Said grievance procedure must be in compliance with LAHSA s grievance standards stated in the program contract. Q. LAHSA reserves the right to extend the duration of the program as well as to renegotiate the terms of the contract if an extension is granted. R. Contractor agrees to participate in the Los Angeles Continuum of Care HMIS, or another HUD approved system of record. Said system shall be implemented during the term of the contract awarded. LAHSA shall provide Contractor with the basic training required to use HMIS. S. Contractor shall be required to possess a corporate seal. T. Awards are made subject to receipt of award of funds from Funders by LAHSA. Contractor agrees that if Funders do not provide funds for program, contract will be deemed null and void. LAHSA reserves the right to adjust funding levels based on the availability of funds and the quality of proposals received. U. Contractor and subcontractor staff working with youth, either as employees or volunteers, who have a supervisory or disciplinary authority over minors must be fingerprinted and pass the background check, as required by California Penal Code Sec. 25 P a g e

26 and California Education Code Sec and Sec prior to working with youth. Fingerprinting and a background check may be required of other staff and volunteers depending upon how much contact the staff member will have with minors. The Contractor shall be responsible for obtaining security clearances for staff whose duties require a sufficient level of interaction with youth. V. Contractor shall ensure that all employees and volunteers who have direct contract with clients have an annual tuberculosis (TB) test. Contractor shall retain documentation of the test results. W. Contractors are subject to applicable City of Los Angeles and/or County of Los Angeles contracting requirements, which may include but are not limited to: a. Los Angeles County and City Child Support Compliance Program. Contractors shall 1) fully comply with all applicable State and Federal reporting requirements relating to employment reporting for its employees; and 2) comply with all lawfully served Wage and Earnings Assignment Orders and Notice of Assignment and continue to maintain compliance during the term of any contract that may be awarded pursuant to this solicitation. Failure to comply may be cause for termination of a contract or initiation of debarment proceedings against the non-compliant Contractor (County Code Chapter 2.202). b. County Contractor Employee Jury Service Ordinance (Los Angeles County Code, Chapter 2.203). c. City of Los Angeles Equal Benefits Ordinances. X. Contractors shall be required to submit to LAHSA, or its designee, periodic status reports, including program expenditures, progress reports and recipient information. Failure to do so may result in termination of the contract. Y. The Grant Agreement between LAHSA and its funders may be incorporated by reference into all contracts between LAHSA and the contracting agencies. Z. Contractors acknowledge that LAHSA funds are not meant to replace or supplant other local sources of funding. AA. The Proposer is hereby notified that, in accordance with LAHSA Rules and Regulations implementing the Contractor Responsibility Ordinance, LAHSA may debar the Proposer from bidding on LAHSA contracts for a period of five (5) years, if the LAHSA Commission finds, in its discretion, that the Proposer does not possess the necessary quality, fitness, or capacity to perform work on LAHSA contracts. BB. Contractor shall have in place appropriate policies and procedures relative to service animals for persons with disabilities. Said service animal policies and procedures must be in compliance with LAHSA s policies and procedures as stated in the program contract. Contractor must participate in training offered by LAHSA regarding service animals and other ADA requirements, within three (3) months of beginning service. CC. LAHSA reserves the right to terminate contracts awarded under this RFP if the Contractor is unable to commence services within three (3) months of the effective date of the contract. If a contract is terminated under these conditions, LAHSA may award the de-obligated funding to remaining Proposers who submitted proposals under the RFP and received fundable scores. 26 P a g e

27 The following contract conditions apply to projects that include funding from HUD: Contractors agree that in the event the measurable goals/objectives fall below standard of successful performance measures as specified in the technical submission, LAHSA may suspend any future annual funding of the program. Specific benchmarks of accomplishment will be included in the contract. VIII. LAHSA MINIMUM SHELTER STANDARDS Definitions EMERGENCY (CRISIS) HOUSING OR SHELTER This is any facility, the primary purpose of which is to provide temporary or transitional shelter for the homeless in general or for specific populations of the homeless in general or for specific populations of the homeless and which does not require occupants to sign leases or occupancy agreements. Any project funded as an emergency shelter under a Fiscal Year 2010 Emergency Solutions Grant may continue to be funded under ESG. TRANSITIONAL HOUSING This is a type of housing that facilitates the movement of homeless individuals and families to permanent housing. Homeless persons in transitional housing may receive supportive services such as childcare, job training, and home furnishings that help them live more independently. PERMANENT HOUSING This is long-term housing that may be accompanied by the provision of supportive services that are designed to enable homeless persons to live as independently as possible in a permanent setting. 1. ADMINISTRATION A. The shelter has established written protocols to guide staff actions and Program services regarding injury and disease prevention within the shelter setting. At a minimum, the shelter maintains up-to-date statements on its policies regarding HIV/AIDS, mandatory implementation of universal precautions, and control of tuberculosis as per the Department of Public Health guidelines. B. The shelter does not require religious participation C. The shelter does not deny participation in or the benefits of its Programs, on the basis of race, religion, ancestry, color, national origin, sex, sexual orientation, age, disability, or familial status. However, residential services can be limited to specific sub-populations 27 P a g e

28 of homeless people in regard to sex, age, and disability as long as the purpose is to enhance service provision or the dignity and safety of participants, and if meaning nondiscriminatory referrals are made for the benefit of clients who are denied service. D. The shelter does not charge residents for housing or other services, nor does it collect fees that would otherwise be the discretionary income of the client unless clearly posted and notification is made at the time of client intake. Any exception is recognized E. only with respect to shelters that charge fees that are clearly described In advance in accordance with uniform procedures that are on record with LAHSA. F. The shelter has space designated for securing all documents in order to ensure client confidentiality. G. The shelter clearly posts the location where grievances can be heard. 2. PERSONNEL A. The shelter has trained on-site staff persons (paid or volunteer) to provide a safe environment during all hours the facility is open to the residents. B. The shelter's staff has been trained in emergency evacuation, first aid procedures and CPR procedures, and receives on-going in-service training in counseling and de-escalation skills C. The shelter has an organized method of selecting and training all volunteers and paid staff. Also, volunteers and paid staff have job descriptions and identifiable lines of authority. D. The shelter has staff whom, to the extent possible, can communicate in the language of the residents E. The shelter's staff receives on-going training on relevant community resources and social service Programs. F. The shelter's staff shall be identifiable through uniform attire or identification badges G. The shelter has an organization chart showing the administrative responsibilities of all persons working in the shelter 3. OPERATIONS A. The shelter allows residents to exercise the following rights: i) the right to religious liberty. ii) the right to present complaints and grievances. 28 P a g e

29 iii) the right to have all records and disclosures maintained according to the written shelter rules regarding confidentiality and privacy. iv) the right to review their records and have external disclosures of any personal client information, as governed by the written shelter rules regarding confidentiality and privacy. v) the right to be free from restraint or confinement unless the resident poses a danger or threat to others. vi) the right to leave and return to the facility at reasonable hours in accordance with the rules of the shelter. B. The shelter prohibits possession and the use of weapons, alcohol and illegal drugs on site. C. The shelter shall provide a clean, safe and healthy environment that is consistent with conventional social services and which respects individual needs and human dignity. D. The shelter has written policies for intake procedures and criteria for admitting people to our shelter. E. The shelter provides all residents with, and posts in a conspicuous place, a copy of our house rules and regulations, and a copy of the disciplinary and grievance procedures. F. The shelter keeps a daily office log which documents the activities of each shift, and any unusual or special situations and instructions regarding residents. G. The shelter maintains a daily census, listing residents, employees and volunteers. H. The shelter refers people to the appropriate shelter agency or referral service if the shelter cannot provide shelter or a needed service I. The shelter does not require residents to perform labor, other than chores directly related to daily living activities within the shelter J. The shelter allows residents, during their period of stay, to report the shelter address as their legal residence for legal purposes such as receipt of mail, school registration, and voter registration. K. The shelter has, or provides access to, a phone which residents can use within reasonable limits. L. If the shelter assists residents in managing their financial affairs, and it does not charge for the services. 29 P a g e

30 M. If the shelter holds funds or possessions on behalf of a resident, those funds or possessions are returned upon demand within 24-hours. N. The shelter takes incoming emergency phone messages for the residents during business hours. 4. HEALTH A. The shelter has available, at all times, first aid equipment and supplies for medical emergencies. B. The shelter has at least one staff person on duty that is trained in emergency first aid procedures. C. The shelter has provisions for storing, refrigerating, and retrieving residents' medications. D. The shelter refers residents to a medical facility or clinic for needed health examinations, emergency treatment, and follow-up visits. E. The shelter promptly and appropriately responds to medical problems with residents and staff. F. The staff receives regular training and is knowledgeable about common physical and mental health problems of homeless people and how to obtain needed and appropriate services. 5. FOOD SERVICE A. The shelter provides residents with three well-balanced meals daily on-site or, in the case of some transitional housing Programs, by providing "do it yourself" food preparation facilities. B. The shelter makes a reasonable effort to meet medically appropriate dietary needs of all residents. C. The shelter provides food buying and menu planning by a staff member, consultant or volunteer knowledgeable in nutrition. D. The shelter has made adequate provisions for the sanitary storage and preparation of any food provided. 6. EQUIPMENT AND ENVIRONMENT A. The shelter is clean and complies with all applicable building, safety and health codes. B. The shelter has a heating and ventilation system, and maintains a comfortable temperature. 30 P a g e

31 C. The shelter has a housekeeping and maintenance plan to ensure a safe, sanitary, clean and comfortable environment, and works diligently to prevent and eliminate insect and rodent infestations. D. The shelter provides each person with at least a bed (or crib for infants whenever possible), a blanket, and pillow, all of which are clean and in good repair. E. The shelter has a sufficient supply of functionally clean and reasonably private toilets and wash basins, with hot and cold running water. F. The shelter provides clients with reasonable access to public transportation. G. The shelter has laundry facilities available to residents, or access to laundry facilities nearby. H. The shelter provides storage for checking in/out residents' personal belongings during the period of shelter. I. The shelter provides towels, soap, and toilet tissues. J. The shelter provides a dining area separate from the sleeping areas. K. The shelter has a sufficient quantity of functionally clean and reasonably private bathing facilities with hot and cold running water. 7. SAFETY A. The shelter has an emergency plan covering earthquake, fire, flood and other disasters. B. The shelter has a fire-life safety system including posting of an evacuation plan and all items as required by building, safety, and health codes. C. The shelter has a phone available 24-hours per day to contact the fire department, paramedics, police, and site supervisor personnel, and posts a list of such emergency numbers at the telephone location(s). D. If separate rooms with doors are provided, doors in residents' rooms can be secured by the resident (staff must have a key). E. The shelter has a security plan to deter theft and resident harm. 8. GRIEVANCES AND CLIENT TERMINATION 31 P a g e

32 The shelter has an internal grievance procedure in place that incorporates participants termination and grievance policies and procedures. 9. DPSS CONTRACT MONITORING Contractor shall be monitored at a minimum of a semi-annual basis or as often as needed. Contractor shall be monitored for adherence to all terms and conditions of the contract. In addition, Contractor will be monitored for required services listed on the PRS. Contractor s deficiencies, which County determines are severe or continuing and may place performance of the Contract in jeopardy if not corrected, will be reported to the CEO and Board of Supervisors. Monitoring Procedures is documented in Exhibit I DPSS SOW, Sections 2.0 and DEPARTMENT OF PUBLIC HEALTH INSPECTIONS Contractor shall ensure Subcontractors do not allow a voucher recipient to be placed in, or be allowed to continue occupancy of, any dormitory, room or rooms in which County Department of Public Health (DPH) or any applicable government department has found any of the following conditions to exist or to have existed when a GR applicant/participant occupied said room(s), or in any room or rooms affected by such conditions. Violation of any of the following requires immediate closing or repair of the affected rooms or space. DPH will inspect the shelters annually, or as required by DPSS. Contractor shall comply with inspections guidelines as stated in Exhibit I - DPSS SOW, Section 8.2. IX. SERVICE ANIMAL ACCOMMODATION POLICY All LAHSA-funded agencies (hereinafter Agency or "Agencies") must comply with State and Federal laws by ensuring that persons with disabilities have equal access to participate in programs and services. Agencies are required to provide reasonable modifications in policies, practices, and procedures; provide auxiliary aids; and remove barriers in existing facilities. Agencies must ensure that persons with disabilities are not discriminated against or excluded from receiving services based on their disability. Service animals play an important role in ensuring the independence of people with disabilities, and it is therefore LAHSA s policy to welcome any animal trained to assist a person with a disability. All Agencies must be committed to having policies, procedures, and practices to permit the use of service animals by clients with disabilities Definitions Handler A person with a disability using a service animal. 32 P a g e

33 Person or individual with a disability A person who has a sensory, physical or mental impairment that limits one or more major life activities, including but not limited to walking, talking, seeing, breathing, hearing, or living independently Pet A domesticated animal kept for pleasure or companionship. Pets are not considered service animals Service Animal Any dog or other common domestic animal individually trained to do work for or perform tasks for the benefit of a qualified person with a disability. The training of a service animal need not be formal or professional, nor result in any special license or certification. Unless specifically noted otherwise, for purposes of this policy statement, the term service animal shall also include emotional support animals that help individuals with psychiatric disabilities manage or alleviate the symptoms of those disabilities, by providing therapeutic nurture, comfort and support. Examples of service animals include guide dogs to help people with visual impairments; hearing/signal dogs to assist people who are deaf or hearing impaired; warning dogs to assist people with epilepsy; psychiatric service animals trained to do work or perform tasks for individuals with psychiatric disabilities (e.g. providing counterbalance/bracing for handlers dizzy from psychotropic medication); and other animals that have been trained to assist individuals with a mobility or health impairment, in performing tasks including, but not limited to, carrying, fetching, opening doors, and ringing doorbells. A service animal is not a pet Governing Laws The Americans with Disabilities Act of 1990 ("ADA") is a federal law that applies to all businesses and non-profit service providers. The ADA calls these places of public accommodation. A shelter is a place of public accommodation, and therefore, is subject to the ADA. The ADA requires that emergency shelters allow individuals with service animals to keep their animals with them at all times unless the animal s presence is a direct threat to others or results in a fundamental alteration in the shelter s program or services. Disclaimer: This document describes LAHSA's policy regarding service animals. It is not intended to be a complete review of the applicable laws and it is not intended to provide legal advice. If an Agency has a specific situation which requires legal advice, the Agency should consult an attorney. 33 P a g e

34 Also, pursuant to the ADA, a shelter is required to make reasonable modifications to its policies, practices and procedures, provide auxiliary aids and remove barriers in existing facilities so that a person with a disability can access the shelter and its programs and services. Generally, the shelter is responsible for the cost associated with these reasonable accommodations." (See ) Section 504 of the Rehabilitation Act is a federal law that covers any program operated by agencies receiving federal financial assistance. All federally-funded shelters are covered under this law. This law requires shelters to allow service animals to accompany a person with a disability The Fair Housing Act applies to housing providers, including shelter and transitional living programs. The Act requires reasonable modifications and reasonable accommodations for people with disabilities. The Department of Housing and Urban Development ("HUD") is the agency that enforces the Fair Housing Act. HUD is clear that service animals must be permitted in shelters California Fair Employment and Housing Act, which is this state's fair housing law, has essentially the same protections for persons with disabilities as the Fair Housing Act SERVICE ANIMAL POLICY GUIDELINES FOR SHELTERS Notification Requirement/Check-in Agencies must ensure that persons with disabilities are not excluded from their programs or services. If necessary, Agencies must make "reasonable accommodations" or reasonable modifications to their program to allow individuals with service animals to participate. If the individual requests a specific accommodation due to their service animal, you may ask the person why they need that particular accommodation. The person then has the opportunity to disclose any and all pertinent information concerning the service animal s care (i.e. whether the animal is easily annoyed by loud noises or bright lights). Agencies may want to prepare their own form questionnaire for this purpose. In making its determination regarding the requested accommodation, an Agency is to engage in a respectful interactive process with the individual making the request. Staff may not ask the individual about their disability Areas of Access The service animal must be permitted to accompany their handler to all areas of the shelter, including the dining room and restroom. A service animal may not be segregated from his or her handler. Staff may not require a handler and his or her service animal to use a specific exit or entrance to the facility. Staff shall orient/familiarize an individual with a disability and their service animal to all areas of the shelter Supervision of Service Animals The supervision of a service animal is the responsibility of his or her handler. The animal must be under the handler s control at all times. Injuries to or caused by the service animal must be reported to the Agency's executive director or senior management on duty Relief Areas for Service Animals 34 P a g e

35 Relief areas for service animals should include the shelter restrooms or the nearest grassy areas surrounding the shelter, or another reasonable designated area. The handler is responsible for cleaning up after the animal, including voided waste. If the handler cannot physically clean up after his or her service animal, the handler may request an exception to this rule. Exceptions to this rule will be made on a case-by-case basis. Staff will need to orient/familiarize an individual with a disability to the designated relief areas. If an individual is blind or has a visual disability, it is particularly critical to ensure the individual knows how to arrive at the area in addition to any barriers or hazards that may exist, including safety issues of the neighborhood in the evening or early morning hours Allergies/Fear of Animals If a person has a medical situation that involves an allergic reaction to animals, or a fear of animals he or she may request not to be placed neighboring the service animal Vaccinations And Licensing Agencies are encouraged to assist persons who use service animals by contacting their local animal shelters for assistance regarding vaccinations and licensing for the service animals Grievance Procedure Each Agency is responsible for investigating complaints of discrimination or harassment, including complaints regarding implementation of these guidelines or any other service animal policy. Each agency is required to have formal grievance procedures. Wherever possible, shelters should attempt to resolve complaints informally, in a fair, prompt, and confidential manner. If an issue cannot be resolved informally, then the Agency s formal grievance procedures should be followed Excluding Service Animals From Shelters Service animals may be removed from a shelter location for reasons of health, safety or disruption of program. For example, the service animal is out of control and the animal's handler does not take effective action to control it; or the animal poses a direct threat to the health or safety of others that cannot be eliminated by reasonable modifications. Infractions should be handled on a case-by-case basis. All decisions to refuse the accommodation of a service animal require consultation with the agency s executive director, or if he or she is unavailable, the senior management on duty at the time of the occurrence. The Agency shall document the rational for the failure to provide accommodation and maintain a copy of such documentation in its ADA compliance files. In the event an animal is properly excluded, the agency shall still give the individual with a disability the opportunity to participate in the service, program, or activity without having the service animal on the premises Exceptions to This Policy 35 P a g e

36 Exceptions to this policy shall be directed to an Agency's executive director. If he/she is unavailable then the issues shall be referred to senior management on duty at the time of the occurrence. For more information contact: Director of Programs Los Angeles Homeless Services Authority 811 Wilshire Blvd., 6 th Floor Los Angeles, CA 90017; Phone: (213) Fax: (213) TTY: (213) SERVICE ANIMAL PROTOCOL Screening and Intake Practice A. Undertake efforts to assist the handler to feel at ease at the screening and intake. Let him or her know that the service animal is welcome. B. Talk with the handler about the animal and shelter living. Ask the person what information, if any, you can share about his or her disabilities with other staff and/or shelter attendees. C. Undertake efforts to orient/familiarize the handler and service animal with the facility, relief areas and staff who may be onsite and able to provide assistance Common Issues/Problems A. Sanitation The handler is responsible for the cleanliness and care of the service animal Fleas there are non-airborne solutions as well as spraying. If a handler is physically unable to ensure cleanliness of their animal and requests assistance, the Agency may need to make reasonable accommodations for assisting the handler. These requests should be handled on a case-by-case basis. Service animals should not be around food preparation areas. However, they are permitted in the eating area. B. Allergies/Fear of animals Make every effort to ensure that an appropriate solution accommodates everyone. Individuals alleging allergies to animals should be offered a different area, away from the service animal and its handler. C. Disruption of Programming If a service animal causes a disruption to an Agency's program, ask the handler to control the animal. 36 P a g e

37 If the problem is not resolved, you may ask the handler to remove their service animal. In that situation, the handler should be provided the option of staying in the program without their service animal. The Agency may then need to consider additional types of reasonable accommodations if necessary. All requests to remove a service animal must be documented in the Agency ADA compliance files, stating the reason for the removal, efforts to successfully resolve the issue, and the basis for the requirement of removal of the service animal. D. Dangerous Service Animals Problem Solving If the threat is not immediate, investigate the situation was the service animal's behavior misinterpreted or provoked? If the problem is not resolved, you may ask the handler to remove the animal. In that situation, the handler should be provided the opportunity to stay in the shelter without their service animal. The Agency may then need to consider additional types of reasonable accommodations, if necessary. All requests to remove a service animal must be documented in the Agency ADA compliance files, stating the reason for the removal, efforts to successfully resolve the issue, and the basis for the requirement of removal of the service animal. E. Involving Executive Director or Senior Management Any determination to refuse the accommodation of a service animal shall be made in consultation with the Agency s executive director, or if he or she is unavailable, the senior management on duty at the time of the occurrence. Denying or discouraging a person with a disability from using your agency's services exposes your Agency to liability. Build relationships with the local animal shelter, Humane Society and animal rescue organizations. Find ways they can be helpful to person s who use service animals and to your Agency. When conflicts arise, do not place the burden of solving the problem on the handler with the service animal Asking For Documentation Of Service Animals A. Inform Agency staff that documentation is not required for service animals, with the possible exception of emotional support animals. An Agency may but is not required to request documentation of an individual s need for an emotional support animal. A person with an emotional support animal may be required to provide documentation from a doctor, psychiatrist, social worker, or other mental 37 P a g e

38 health professional, that the animal provides support that alleviates a symptom or effect of his or her disability. A determination regarding whether any documentation is needed for an emotional support animal should be considered on a case by case basis. B. Agencies may not require proof that a service animal has been formally trained and may not request handlers to provide a license, tag, or certificate. C. Unless an individual is requesting a reasonable accommodation, he or she is not required to disclose a disabling condition. Even then, all an individual may be required to do is confirm the existence of a disability and need for reasonable accommodation. Individuals are not required to disclose the specific nature of their disability. D. At intake, the intake staff may ask the individual what types of assistance the service animal performs. Staff are not permitted to ask individuals specific questions about their disability, but may inquire if there are any additional reasonable accommodations they may need during their stay. E. Reasonable accommodations can be requested at any point during an individual s stay. Each request shall be addressed at the time it is made. Requests for accommodation and their disposition must be documented and retained by the Agency in its ADA compliance file Handler s Responsibilities Posting. A. Handlers should maintain control of the animal at all times. While a service animal is in common areas, it should be under the direct control of the handler or an assistant. When in the presence of others, a service animal is expected to be well-behaved. B. Handlers should feed, water, exercise and clean-up after their animal. C. A service animal must be on a leash at all times. It should never be permitted to wander off its leash except if it is working. D. An Agency may charge a handler if his or her service animal severely destroys shelter property, but is not obligated to do so. These policies and procedures should be posted in a conspicuous appropriate public place at each Agency FREQUENTLY ASKED QUESTIONS ABOUT SERVICE ANIMALS IN SHELTERS 1. How can I tell if an individual has a disability? If an individual is using a service animal, then he or she has a disability. Agencies or staff cannot make inquires with regard to an individual s specific disability. An individual who self-identifies as having a disability is sufficient information. 2. If there is no certification, how do I know the animal is really a service animal? If an individual says their animal is a service animal, take them at their word. Service animals do not require any kind of certification. 38 P a g e

39 3. How do I find out if an animal is really a service animal? Agency staff may ask if an animal is a service animal, however it is good practice to believe a handler when they tell you an animal is a service animal. You do not need documentation. Service animals do not have to be trained by a professional or wear a vest. Staff may ask the handler what types of assistance the animal provides. 4. Can I keep the service animal out of the common areas? No. Handlers and their service animal must be allowed to go wherever any other person in the shelter is allowed to go. Service animals must be allowed in public areas of the facility even if the State of California or local health codes prohibit animals on the premises. 5. What if the animal is growling or actually threatening other residents or the staff? If the animal is directly threatening a resident or staff member, ask the handler of the animal to get it under control. If you receive a complaint that an animal is exhibiting aggressive behavior, ask the handler about the situation. The animal s behavior might be misinterpreted or the animal is being provoked. The health and safety of a handler may depend on the dog's ability to focus and resist distraction. It is important for members of the public to remember not to speak to the service dog or touch him without first receiving permission from the handler. Even if the dog doesn't appear to be working, he probably is. Many service dogs are trained to avoid distraction when wearing their gear, but relax and be friendly when the gear is removed. When asked about interacting with the dog, the handler may decide to remove the gear and allow it, or may decide it is necessary for the dog to concentrate at that time. It is important to honor the handler's decision without taking offense. 6. Under what circumstance can Agencies have a service animal removed? There are three reasons an Agency can ask a person to remove their service animal: A. The animal's behavior poses a direct threat to the safety of others and the threat cannot be eliminated by a reasonable modification. There must be actual evidence of danger to have an animal removed for this reason. Agencies cannot ask to have a dog removed simply because someone is afraid of it. B. The service animal is disruptive and interfering with the program and the handler does not take effective action to control it. If this occurs, agency staff should talk with the handler, telling him or her that the animal is interfering with the program and may need to be removed if the handler cannot get the animal under control. If the behavior continues, the handler may be asked to remove the animal and animal may not be permitted to return. Staff must then discuss with the handler the option of staying in program without their service animal. The Agency may then need to consider 39 P a g e

40 additional types of reasonable accommodations if necessary. C. If the animal is creating an unsanitary condition. All handlers may not be able to keep the animal clean, or to clean up the animal s waste because of disability. In this case, although the law may not require Agencies to provide this kind of assistance, supporting the handler by helping them allows him or her to have more choices. In any case where a service animal is removed, Agencies should make it clear to the handler that he or she is welcome to continue to participate in shelter activities without the animal, and agencies must make efforts to provide reasonable accommodations so he or she can do so. All requests to remove a service animal must be documented in the Agency s ADA compliance files, stating the reason for the removal, efforts to successfully resolve the issue, and the basis for the requirement of removal of the service animal. 7. What if the service animal is injured or distressed? Allow the individual to remain with their animal and make appropriate accommodations for treatment and a less stressful environment for the individual and the service animal. Provide individual with options if their service animal is injured. 8. What if the shelter cannot afford the reasonable accommodation needed by the handler? If the accommodation is reasonable, readily achievable, and does not require you to make changes that would fundamentally alter the nature of the services you provide, you are responsible for the provision of and cost of the accommodation. The law does not require you to provide an accommodation that would result in an "undue burden" on your program. Whether something is an "undue burden" is determined on a case-by-case basis. Any determination regarding whether an accommodation will result in an undue burden will made in consultation with the Agency s executive director, or if he/she is unavailable, with the Agency s senior management. 9. May an individual with a disability that requires the assistance of a service animal be required to pay a deposit or extra fee as a condition of admission? No. However, charges may be incurred if the animal causes damages to the facility. 40 P a g e

41 EXHIBIT I DEPARTMENT OF PUBLIC SOCIAL SERVICES STATEMENT OF WORK for CRISIS HOUSING AND SUPPORTIVE SERVICES FOR HOMELESS GENERAL RELIEF APPLICANTS/PARTICIPANTS Prepared By Department of Public Social Services Contract Management Division Crossroads Parkway South City of Industry, CA September P a g e

42 STATEMENT OF WORK 1.0 GENERAL 1.1. Scope of Work The purpose of this Contract is to assist homeless General Relief (GR) applicants and participants with temporary emergency shelter in homeless shelters located in Los Angeles County. To accomplish this, the Department of Public Social Services (DPSS) seeks to partner with the Los Angeles Homeless Services Authority (LAHSA) to utilize shelters under contract with LAHSA. LAHSA will solicit for Subcontractors that will make available to DPSS no less than 400 shelter bed/cots each day for the exclusive use of homeless GR applicants/participants. LAHSA Subcontractors also will provide additional supportive services as defined in this SOW Section 4.0., to all homeless GR applicants/participants Contractor shall enter into subcontracts with homeless shelter providers in all geographical areas of Los Angeles County, to make available no less than 400 bed/cots, 50 each in the eight Service Planning Areas (SPAs), in dormitory style or single occupancy rooms each day for the exclusive use of homeless GR applicants/participants in a safe and clean emergency shelter. It is understood in this Contract that all Contractor responsibilities may be subcontracted unless specifically stated Each morning, Monday through Friday, the Contractor shall communicate with each subcontracted shelter, to receive a number of occupied bed/cots and a number of available bed/cots. The contractor will create the method of obtaining these numbers. The Contractor will report these numbers to the DPSS Vendor Coordinator by 9:30 a.m Homeless GR applicants/participants will be authorized by DPSS to stay at a shelter for a period of one up to 14 days (or until the GR case is approved.) Extensions can be granted by DPSS until the GR case is approved, or for applicants/participants who receive the extended shelter stay (disabled or TAY individuals), for up to 90 days. An authorization may be provided by DPSS for additional 42 P a g e

43 periods, or may be cancelled, verbally and in writing by DPSS at any time during a stay. 2.0 MANAGEMENT SERVICES Contractor shall provide all management services necessary for the provisions of homeless shelter and supportive services as required by this Contract. Contractor s management services shall include, but are not limited to: 2.1 Contractor shall solicit for Subcontractors through an open competitive process. Subcontractors must be acceptable to, and approved by DPSS. 2.2 Contractor shall maintain Subcontractor shelter facilities in each of the five Supervisorial Districts (SDs), and eight Service Planning Areas (SPAs), to the extent possible. 2.3 Contractor shall prepare and submit to the DPSS CCPM and CCA the listing of Subcontractors and Subcontractor Contact List by SD. 2.4 Contractor shall submit Subcontractors Contact List, Technical Exhibit 5, prior to the execution of this Contract and an updated list whenever a change occurs. 2.5 Contractor shall plan, coordinate, implement, and monitor service delivery. 2.6 Contractor shall ensure that services are provided to all homeless GR applicants/participants, including disabled, non-disabled, and TAY individuals, referred by DPSS. 2.7 Contractor shall monitor performance of all Subcontractors at least semi-annually, and shall submit written reports detailing monitoring results to DPSS CCPM and CCA. Contractor shall submit written reports no later than April 15 th, and October 15 th of each contract year. After the second semi-annual monitoring is completed for all Subcontractors, County will evaluate whether the monitoring frequency may be reduced to an annual basis. County will consider the prior monitoring results, Subcontractors need for assistance, recommendation of Contractor and other relevant factors. 2.8 Contractor shall ensure the performance outcome measures set forth in this SOW Section 5.0 Performance Outcome Measures are met. 43 P a g e

44 2.9 Contractor shall track all homeless GR applicants/participants services provided by Subcontractor by SD/SPA Contractor shall submit accurate and timely invoices including all supporting documentation, as requested by the County. In the event electronic invoices are required, Contractor shall submit accurate and timely invoices through the Contract Invoicing System (CIS) for services under this Contract. Contractor shall create and submit electronic invoices as instructed Contractor shall ensure that Subcontractors submit accurate and timely invoices along with supporting documentation which identifies the participant, length of stay, and supportive services provided to all the homeless GR applicants/participants Contractor shall submit a monthly management report (MMR) which will include, but not be limited to, participant roster/monthly tracking log, program outcomes, utilization rates, housing referral outcomes, and referrals to CES for homeless GR applicants/participants to the DPSS CCPM by the 10 th calendar day of the month following the month of service Contractor shall ensure that County s access to Contractor and service providers includes the following: A dedicated phone line for the County to use, with service provider staff available during standard business hours (Monday through Friday, 8:00 am 6:00 p.m.) Contractor shall ensure that key shelter management staff is present at each shelter. When there is a vacancy, an interim replacement is made within 15 calendar days of the creation of the vacancy to ensure all staff levels needed for the delivery of services is present. Contractor shall notify County in writing of any change in key shelter management staff within 15 calendar days of the vacancy Contractor shall provide County within ten business days of the commencement of this Contract with standards the Subcontractors use to certify fluency of staff in reading, writing, and speaking both English and the other language(s) in which they are providing services other than English (e.g., Native speaker and/or educational level in language) The GR homeless population is composed of English and non- English speaking participants. Hence, the Contractor shall ensure 44 P a g e

45 that the Subcontractors provide services for English and non- English speaking participants in their preferred language through multi-lingual staff or language interpretation services available through DPSS. The most common primary languages are English, Spanish, Armenian, Cambodian, Chinese (Cantonese and Mandarin), Korean, Russian, Spanish, Tagalog, and Vietnamese Contractor shall ensure that Subcontractors verbal instructions and written materials are in the languages of applicants receiving homeless services. Contractor shall ensure these materials are accurately translated. Contractor shall provide County with the methodology the Subcontractors use for certification Contractor shall ensure all required posters and materials are posted at Subcontractor sites as directed by County, and are accessible to the public Contractor shall meet with County as needed, to discuss programmatic issues, general procedural issues, and general concerns. Either County or the Contractor may request such a meeting Contractor shall ensure Subcontractors provide homeless shelter and services for up to 14 days (or until GR case is approved) for homeless GR applicants/participants; or up to 90 days for individuals with a documentable disability or individuals who identify as TAY. Individuals without documentation of disability must either be in the process of obtaining documentation, or must begin this process within the first 14 days of entering shelter Contractor shall ensure Subcontractors assess all individuals using the corresponding assessment tool (CES Survey Assessment for disabled and non-disabled GR applicants/participants, and Youth CES Survey for GR TAY.) For disabled applicants/participants and TAY staying up to 90 days, the Contractor shall ensure Subcontractors conduct the CES assessment within 48 hours of entering the shelter. For non-disabled GR applicants/participants staying up to 14 days (or until GR case is approved), Contractor shall ensure Subcontractors assess no less than 75% of those utilizing shelter more than five consecutive nights. The CES assessments for non-disabled GR applicants/participants shall be conducted within 48 hours after fulfilling five consecutive nights stay in the shelter. Once the five consecutive nights have been accomplished and the applicant/participant leaves the shelter without being assessed, he/she can return later and receive the 45 P a g e

46 assessment within 48 hours of entering shelter again. Should individuals not expected to remain in shelter for up to 90 days request an assessment, Contractor shall ensure the Subcontractor will administer survey, as time permits. Contractor shall ensure Subcontractor inputs assessment into the HMIS within 48 hours after CES is completed and will participate in coordinated entry case conferencing and/or relevant collaborative meetings. Participation in CES is not a guarantee of services but maximizes an individual's access to housing resources Contractor shall ensure subcontractors provide supportive services set forth in this SOW, Section 4.0 to all non-disabled, disabled homeless and TAY applicants/participants. Shelters shall include lodging, meals, and residential supervision. Client services shall include individual case management, support in identifying and accessing other eligible benefits, and identification of safe and stable housing. Case management and supportive services activity will occur between the hours of 8 a.m. to 5 p.m., Monday to Friday. For individuals for whom safe and stable housing cannot be identified, Contractor will work with the CES lead agency in their Service Planning Area (SPA) to refer to alternate temporary housing options such as crisis housing or bridge housing Contractor shall ensure bed/cot availability is communicated to DPSS staff (Vendor Coordinator) each day by 9:30 a.m. to ensure GR offices may assign available bed/cots each day. Should a client be unable to arrive at a shelter during normal intake hours, as a result of receiving a shelter voucher at the end of the day, and/or transportation issues, Contractor shall work with the GR office to reserve a bed/cot for this individual. Should the bed/cot not be utilized by 7:00 p.m., the bed/cot may be released for use by the general population Contractor shall ensure that appropriate Subcontractor staff is trained on CES tools and processes Contractor will monitor performance of Subcontractors under Contract by visiting the shelter facility. Visits may be announced or unannounced. Contractor will create a monitoring process and will share the process with DPSS. DPSS staff reserves the right to inspect the premises for cleanliness and safety. Discussion may be held with facility staff and residents regarding services provided. 46 P a g e

47 2.26 A minimum of five rooms may be randomly selected for inspection at the time of the regular inspection for shelters with dormitory rooms or if individual rooms are provided Contractor shall ensure that Subcontractors maintain the shelters in compliance with the standards set forth in this SOW sub-section Contractor shall ensure that Subcontractors are in compliance and ensure that funds paid to the Contractor are commensurate with services provided, that the Subcontractor is complying with Terms and Conditions, and that the services provided by Subcontractor are provided timely, correctly and effectively. Contractor monitoring shall include fiscal, administrative, and service delivery If violations are cited by DPH, DPSS will determine if the violations warrant immediate action halting all referrals of participants to the facility and ceasing of further payments to Contractor. 3.0 COUNTY ELIGIBILITY REQUIREMENTS 3.1 Homeless GR applicants are eligible to receive up to 14 days (or more until the GR case is approved) of shelter services and supportive services under this Contract if they meet the following requirements: Must apply for GR benefits and their GR case must be pending eligibility determination; Must state they are homeless and appear to meet GR Program eligibility criteria; and Must be referred to a shelter with a DPSS voucher (ABP 295). 3.2 Homeless disabled GR applicants are eligible to receive shelter services (up to 90 days) and supportive services under this Contract if they meet the following eligibility requirements: Must apply for GR benefits and have a physical or mental condition that limits their ability to find or keep employment, and their GR case must be pending eligibility determination; Must receive an assessment conducted by a Mental Health Clinician or a County provided doctor to verify their disability. 47 P a g e

48 A letter from a doctor that verifies a disability may be provided instead. These individuals will be considered unemployable while their case is pending; Must state they are homeless and appear to meet GR Program eligibility criteria; and Must be referred to a shelter with a DPSS voucher (ABP 295). 3.3 Homeless TAY GR applicants are eligible to receive shelter services (up to 90 days) and supportive services under this Contract if they meet the following eligibility requirements: Must apply for GR benefits, their GR case must be pending eligibility determination; Must state they are homeless and appear to meet GR Program eligibility criteria; ; Must be referred to a shelter with a DPSS voucher (ABP 295); and Must provide proof they are 18 to 26 years old. 4.0 CONTRACTOR SERVICES Note: GR participants are eligible to receive shelter services and supportive services as described in this contract, on a case by case basis. 4.1 Contractor shall ensure that Subcontractors provide the shelter services described herein and the following Supportive Services to all homeless disabled and TAY GR applicants/participants: Supportive Services refer to mental health services within one business day of being identified, provided the GR applicant/participant is willing to accept the referral; refer to substance use disorder services within one business day of being identified, provided the GR applicant/participant is willing to accept the referral; 48 P a g e

49 CES Survey Assessment tool for Disabled and non-disabled GR applicants/participants as defined in this SOW subsection 2.21; Youth CES Survey Assessment tool for TAY as defined in this SOW subsection 2.21; case management; family reunification services (for TAY) residential supervision; and crisis intervention 4.2 Contractor shall ensure that Subcontractors provide the shelter services described herein and the following Core Services to all homeless non-disabled, disabled and TAY GR applicants/participants: Core Services security at the shelters; meals; restrooms and showers. Note: Additional services to be provided through leveraged resources including but are not limited to: physical health care, mental health care, substance disorder/recovery skills, education/life skills, and legal services. 5.0 PERFORMANCE OUTCOMES Contractor shall meet the following performance outcome measures: 1) 75 percent of homeless GR applicants/participants (other than disabled and TAY) who stay five consecutive nights in a shelter, will complete a CES Survey Assessment within 48 hours of completion of five consecutive shelter nights. 2) 75 percent of homeless GR disabled applicants/participants will complete a CES Survey Assessment within the first 48 hours of entry into a shelter. 3) 75 percent of homeless GR TAY applicants/participants will complete the Youth CES Survey within the first 48 hours of entry into a shelter. 4) 30 percent of homeless disabled GR and TAY applicants/participants served will obtain temporary or permanent housing within six months 6.0 COUNTY RESPONSIBILITY 49 P a g e

50 The County will administer the Contract according to Section 6.0, Administration of Contract County. County may provide the following: 6.1 Eligibility Determination, Referrals, and Coordination DPSS shall determine Homeless GR applicants/participants eligibility DPSS staff will make a reservation and refer homeless GR, applicants/participants directly to the Subcontractors shelters via telephone and/or by the LEADER Replacement System (LRS). 6.2 Training County will arrange for the Civil Rights biennial training for Contractor and Subcontractor staff either by direct training by County trainers or through a train-the-trainer program as agreed upon by County and Contractor County may provide cultural awareness and sensitivity training, and materials to Contractor and Subcontractors. If County provides such training, Contractor shall ensure that all staff providing services under the Contract is trained. 6.3 Materials County shall provide for Contractor s use of the following: A list of County observed holidays Civil rights complaint forms, Complaint of Discriminatory Treatment, Technical Exhibit 8, and Civil Rights Complaint Investigation Process, Technical Exhibit 10, for use by GR applicants/participants in reporting civil rights complaints. 6.4 Required Forms ABP 295, Meals and/or Lodging Order and Invoice County will provide the homeless GR participant with a referral voucher (ABP 295) indicating the participant s name, case number, DPSS District Office, and the number of days the participant is eligible for shelter (Technical Exhibit 12). 50 P a g e

51 6.4.2 ABP 479, Voucher Notice County will provide each person referred for shelter with a Voucher Notice (ABP 479). The Notice provides explicit instructions to the applicant/participant to not sign the ABP 295 in advance, and to sign only in pen. It also lists concerns affecting the shelter and/or the room and notifies referred participants that if they have problems with the room or shelter they should call If problems pose a danger to their health or safety, they may be entitled to a different room or a new DPSS voucher for a different shelter (Technical Exhibit 13) PA 607, Complaint of Discriminatory Treatment 7.0 CONTRACTOR RESPONSIBILITY 7.1 Contract Manager County will provide Contractor with an initial supply of complaint forms (PA 607). Contractor shall give the PA 607 to the homeless GR participant in the event that he/she complains to the Contractor about any alleged discriminatory treatment by Contractor (Technical Exhibit 8) Contractor shall provide a Contract Manager who will act as liaison with County and be responsible for the overall management and coordination of this Contract. The Contract Manager is responsible for oversight, negotiation and compliance aspects of the Contract. The Contract Manager, or alternate designated in writing to act on Contractor s behalf, shall respond to inquiries within twentyfour (24) hours of verbal notice from CCA or alternate, excluding weekends and holidays The Contract Manager or alternate shall have full authority to act for Contractor on all Contract matters relating to the management, coordination and compliance matters associated with this Contract. 51 P a g e

52 7.1.3 The Contractor s Contract Manager and any alternate shall be identified in writing prior to Contract start and at any time thereafter a change of Contract Manager or alternate is made The Contractor s Contract Manager are not authorized to make any changes in the Standard Terms and Conditions of the Contract and are not authorized to obligate Contractor to DPSS in any way whatsoever The Contract Manager or alternate shall be available between 8:00 a.m. and 5:00 p.m., Monday through Friday except County holidays The Contract Manager or alternate shall attend meetings as needed; communicate by telephone and by written correspondence Contractor shall notify County in writing whenever there is a change in Contract Manager, within five business days. 7.2 Personnel Contractor shall ensure that both Contractor and Subcontractor provide staff with background experience and expertise to provide the services required in the SOW Contractor shall assign and shall ensure that Subcontractor assigns, a sufficient number of employees to perform the required work. At least one employee on site shall have authority to act for the Contractor or Subcontractor on all matters relating to the daily operation of the Contract Contractor shall ensure that Subcontractors provide bilingual staff to meet the needs of the County s homeless GR applicants/participants receiving services from Subcontractors. When a GR applicant/participant s primary language is other than English or the applicants/participants is hearing-impaired, information shall be provided either through written materials in the appropriate language Contractor shall ensure that the Subcontractors have a methodology for verifying that bilingual employees are competent in reading, writing and speaking both English and the other language(s) in which they are providing services. 52 P a g e

53 Contractor s methodology shall be shared with County upon request All personnel shall be qualified in accordance with all federal, State, County and local laws, ordinances, regulations and requirements applicable hereto. 7.3 Materials, Equipment, and Facility Contractor shall request all subcontractors to provide all personnel, facilities, furniture, equipment, utilities, supplies, and materials necessary to meet the Contract requirements Renovations to the Facility 7.4 Training Contractor shall provide the CCA with prior written notification of any and all proposed renovations to the exterior or interior of the buildings of subcontracted facilities. Quarterly progress reports, via , on the renovations shall be provided by the Contractor to the CCA until all renovations are complete. Renovations shall be deemed complete for purposes of this Contract when Health, Building and Safety officials have completed the relevant legal requirements Contractor shall ensure its Subcontractors provide training programs for all new employees and continuing in-service training for all employees. 7.5 Subcontractor Contact List 8.0 SPECIFIC TASKS Contractor shall provide DPSS with a Subcontractor Contact List including contact information for all the shelters that have agreed to provide homeless shelter to GR applicants/participants by 30 days before this contract is executed. 8.1 Receive and Process Referred Homeless GR Applicant/Participant Contractor is responsible for subcontracting with homeless shelters to receive and process the homeless GR applicant/participant 53 P a g e

54 referred by DPSS. Contractor will ensure subcontractors provide the following: All homeless GR applicants/participants referred by DPSS with an ABP 295 for temporary shelter and show up are provided with temporary shelter within the same business day Each morning the Contractor shall obtain the number of occupied and unoccupied bed/cots from the Subcontractors by a method created by the Contractor, and then call the DPSS Vendor Coordinator to report the number of occupied and unoccupied bed/cots, unless it is automated in the LRS. Contractor shall report as vacant all bed/cots unoccupied the night before and all bed/cots of those participants whose vouchers expire that morning by contacting the subcontracted shelters If there are vacancies, the DPSS staff shall telephone the shelter providers for a reservation and then refer eligible homeless GR applicants/participants with an ABP 295 voucher to Subcontractor. The referred GR applicant/participant shall provide the Subcontractor with an ABP 295 voucher indicating the participant s name, case number, DPSS District Office, and number of days applicant/participant is eligible for shelter. Note: Whenever voucher cancellations become necessary and DPSS staff is aware of it, DPSS staff shall make a telephone call to inform LAHSA shelter staff of the cancellation Contractor shall ensure the Subcontractors provide the referred GR applicant/participant with emergency shelter, and subcontractor shall keep the two copies of the ABP 295 vouchers intact during the referred applicants/participants stay so as to maintain records of occupancy Contractor shall ensure all Subcontractors comply with all applicable laws regarding nondiscrimination (reference Contract, Section 8.0, sub-section 8.7 Compliance with Civil Rights Law). Contractor shall not refuse services without good cause to any GR applicant/participant. Good Cause shall be defined as: Drunk and disorderly conduct. 54 P a g e

55 Behavior that could cause injury to self, other persons or to property Conduct that infringes upon the rights of others Failure to follow Shelter Rules Applicants/participants who have a history of misconduct as defined above If appropriate, the DPSS staff will extend the GR applicant s/participant s stay at the facility. Also, the DPSS staff (Eligibility Worker) will cancel the applicant s/participant s authorization to stay, if the applicant/participant becomes ineligible for GR at any point. The DPSS staff (Vendor Coordinator) will notify the subcontractor and LAHSA via of any extensions or cancellations of shelter vouchers the same day that the determination is made by DPSS Contractor shall ensure Subcontractors have the GR applicant/participant read, or will read to the GR applicant/participant the Shelter Rules and then will obtain the GR applicant s/ participant s signature that he/she understands and will follow the rules Contractor shall ensure that Subcontractors provide each participant with a form of HMIS identification generated through either Swipe Card or Biometric technology that the GR applicant/participant will use to sign in to the program each day. 8.2 Adhere to Minimum Emergency Housing Standards Contractor shall ensure Subcontractors do not allow a voucher recipient to be placed in, or be allowed to continue occupancy of, any dormitory, room or rooms in which County Department of Public Health (DPH) or any applicable 55 P a g e

56 government department has found any of the following conditions to exist or to have existed when a GR applicant/participant occupied said room(s), or in any room or rooms affected by such conditions. Violation of any of the following requires immediate closing or repair of the affected rooms or space. DPH will inspect the shelters annually, or as required by DPSS Infestation of insects or rodents Gross structural damage or general dilapidation Lack of adequate, operational plumbing facilities including provision of at least the minimum number of operational toilets and bathing facilities required by law Lack of hot or cold water, gas or electricity, except for emergency disruptions of service beyond the control of the management which last for one day or less Unclean or unsanitary rooms or public areas, including, but not limited to, kitchens, toilets, bathtubs, shower stalls and hallways Any accumulation of rubbish, debris or trash upon the premises Lack of adequate heating. Adequate heating is defined as 70 o F to 80 o F measured three feet above the floor, 24 hours a day if centrally controlled, or capable of providing 70 o F to each room, if the occupant wants heat, 24 hours a day if individually controlled All shelter rooms and public areas serving said rooms shall be in compliance with the following standards, and no GR applicant/participant shall be placed in or continue to occupy a room or rooms not meeting, or affected by the failure to meet, said standards The facility shall be in compliance with current fire codes Lighting in all rooms, hallways, and public areas shall be adequate to provide clear visibility 56 P a g e

57 throughout all such rooms, hallways, and public areas In facilities/rooms with public bathrooms, all wash basins, toilets, bathtubs, and shower stalls shall be operable, reasonably clean, and sanitary All communal bathrooms shall have toilet stalls and bathing facilities that can be locked from the inside or such bathrooms shall themselves be able to be locked from the inside If provided, each private room shall have a door lock operable from both inside and outside the room, and a key; each window in the room shall be unbroken, and all movable windows shall be able to be opened and to be secured If applicable, each GR applicant/participant shall have the only key to his/her room except for the master key(s) or one set of authorized duplicate keys kept in the custody of management; if multiple or unauthorized duplicate keys are found to exist, the lock must be re-keyed If separate rooms are provided, each room shall contain a bed/cot for the GR applicant/participant and a place in which to store clothing, both in good repair On arrival at the facility, each GR applicant/participant shall receive a new or freshly laundered blanket, a freshly laundered towel, and a bed/cot with clean untorn bed linen. If a bed is provided it shall contain a mattress and pillow which are dry, clean and untorn. If a cot is provided it should be in good repair All voucher recipients shall have access to adequate toilet tissue and soap at all times All flooring shall be maintained in a safe condition Necessary security and supervision shall be supplied within the facility reasonable to maintain 57 P a g e

58 occupant safety and prevent vandalism, which shall include twenty-four (24) hour security coverage and frequent patrols of building and grounds Contractor must ensure Subcontractor will promptly move a GR applicant/participant to an area of the dormitory or to another room not in violation of the above standards if the room in which the voucher recipient has been placed is in violation of any of the above standards and the voucher recipient requests another space/room. DPSS shall not pay Contractor for any and all rooms that do not meet the above standards Contractor shall provide separate sleeping and restroom/bathing areas for males and for females Contractor shall ensure Subcontractors are in compliance with performing the following services. Failure to meet the following standards may lead to the County taking immediate action halting all referrals of participants to the facility and ceasing of further payments to the Contractor Furniture shall be clean and kept in good repair Daily housekeeping services shall be provided in each shelter facility, and if separate rooms are provided, weekly housekeeping services shall be provided for each room and for all corridors and public areas If separate rooms with bed/cots are provided, and if bedding is provided, it shall be replaced at least once a week with freshly laundered, untorn linen. The linen shall include at least two sheets and a pillow case. The necessary number of blankets shall be supplied, depending upon the weather and the heating available in each room. In shelter facilities participants shall be provided with a clean blanket once per week or upon reasonable request Freshly laundered towels shall be provided at least twice a week. 58 P a g e

59 Mattresses and pillows, if provided, shall be checked to ensure that they are dry at the time that the housekeeping service is provided Contractor shall ensure Subcontractors are in compliance with the Public Health Code, the State Housing Law, all applicable building and safety codes and Los Angeles County (and/or City) public health ordinances and regulations. Contractor shall provide County, within 48 hours, a copy of the report/citation from any of the above mentioned agencies when a shelter has been cited for violations Contractor shall ensure Subcontractors have publicly posted, at all times, in English and Spanish copy of the Voucher Notice (ABP 479) Willful and/or repeated violations of any of the above shall constitute a material breach of the Contract upon which County may terminate or suspend the subcontract, if Contractor fails to take appropriate action to correct subcontractor non-compliance. 8.3 Comply with Building and Safety Codes, and Fire Codes Contractor must ensure subcontractors adhere to all Building and Safety Codes, and Fire Codes. Conditions which constitute a danger or which make the premises unhealthy for human habitation and which fall into the areas inspected by the Fire Department or by Building and Safety Department. Contractor shall provide County, within 48 hours, a copy of the report/citation from any of the above mentioned agencies when a shelter has been cited for violations. 8.4 Laundry Facilities Contractor shall ensure that Subcontractor either provides clean and working laundry facilities, or supplies information about laundry facilities available in the immediate area of the shelter, when asked. 8.5 Record Keeping Contractor will ensure Subcontractors maintain complete and accurate records of occupancy. Contractor shall also maintain complete and accurate records as required to fulfill the terms of this contract. This data will be subject to audit by the County. 59 P a g e

60 8.5.1 In processing and maintaining DPSS vouchers/invoices (ABP 295), the Contractor shall ensure the subcontractor shall: Examine all ABP 295s before providing services to ensure that the number of days, the time period covered, the rate, and the total amount authorized are consistent as issued by DPSS Ensure the Voucher Notice (ABP 479) is retained by the GR applicant/participant with the ed request for the bed/cot reservation Ensure that GR applicants/participants sign in pen each ABP 295, every morning following the night stayed, and that there has been no alteration of name, date or amount. Vouchers completed in pencil will be rejected Have the authority to refuse to accept irregular ABP 295s. GR applicants/participants shall be advised to return to the district office of issuance in case of any irregularity Require GR applicants/participants to sign in pen their names and room/bed/cot numbers on the vouchers daily as the services are rendered. Subcontractor shall enter the date. GR applicant/participant shall sign every 24 hours no later than 8:00 a.m. for each preceding night s housing. All unsigned vouchers found by a DPSS or LAHSA monitor after 8:00 a.m. for the previous day will be marked unsigned. Contractor shall disallow all per diem costs associated with unsigned vouchers if submitted for reimbursement by the Subcontractor Have responsibility for comparing GR applicant s/participant s signatures on the ABP 295 to ensure that participant is the same person who signed in the district office. 60 P a g e

61 Ensure that each ABP 295 reflects the total number of nights the GR applicant/participant was housed Agree that no one other than Subcontractor or designee may sign as Contractor on the ABP 295s Agree not to exchange ABP 295s for cash or other remuneration Not allow the transfer of ABP 295s from one participant to another, from one Subcontractor to another, or from one facility to another owned by the same Subcontractor. If change becomes needed, work with the DPSS district office to make any changes Understand that failure to follow any of the above provisions may result in denial of payment, suspension and, in some instances, criminal prosecution Ensure that all new employees are properly trained for their job, including handling the above requirements A reservation/cancellation log to record telephone calls for reservation requests, extensions, cancellations, or any requests from DPSS staff An incident log that includes records of all acts of violence/reports on any damage done by participants Records on any rejected referral and reason for rejection A log of all occupants who leave prior to the authorized end date on the ABP Reports Contractor shall submit all reports requested by County by the 15 th day of each month. 61 P a g e

62 Contractor shall prepare monthly reports using MMR, and invoices using the Shelter Occupancy Report, (Technical Exhibit 3) for all charges owed to Contractor by County under the terms of this Contract When GR applicants/participants leave prior to their authorized stay, or when DPSS terminates a GR applicant s/participant s stay for any reason, Contractor shall count the individual s bed/cot as vacant when designated DPSS staff inquires as to vacancies When Subcontractor refuses services with Good Cause to any GR applicant/participant for one of the reasons listed in sub-paragraph 8.1.4, Subcontractor shall not include that individual in Contractor s occupancy count When Subcontractor is forced to ask an individual to leave the facility for one of the reasons listed in sub-paragraph 8.1.4, Subcontractor shall include the individual for that calendar day in the monthly report, but shall not include the individual in any subsequent day s occupancy figure Monthly Management Report (MMR) Contractor shall submit an MMR, Technical Exhibit 4, to DPSS CCPM by the 10th calendar day of the month following the month of service or the next business day thereafter Contractor shall track and provide monthly and yearly-to-date information for the GR applicants/participants on each MMR as follows: A. Needed for all participants, as a total. 1. The number referred to a shelter 2. The number who stayed 3. The number of nights stayed 4. The number who left shelter early 5. Average length of stay for all participants 62 P a g e

63 B. Needed for TAY & Disabled participants only. 6. Number who received CES Assessment 7. Number who received CES Assessment timely (in 48 hrs.) 8. Number who received an extended stay 9. Number who received extended stay and left early 10. Number who received case management 11. Number who received family reunification services (TAY only) 12. Number who received crisis intervention 13. Number who received residential supervision 14. Number who received mental health services 15. Number who received physical health services 16. Number who received substance disorder/recovery skills 17. Average length of stay for TAY participants 18. Average length of stay for disabled participants C. OUTCOMES: 19. % non-disabled, non-tay participants who stayed 5 consecutive days & received the CES within 48 hours of completion of the 5 consecutive days 20. % of TAY participants who received the Youth CES within 48 hours of entering shelter 21. % of disabled participants who received the Youth CES within 48 hours of entering shelter 22. Number of total participants who received housing (any kind) within six months 23. % of total participants who received housing (of any kind) within six months 24. Number of TAY participants who received housing (of any kind) within six months 25. % of TAY participants who received housing (temporary to permanent) within six months 26. Number of disabled participants who received housing (any kind) within six months 27. % of disabled participants who received housing (temporary to permanent) within six months 63 P a g e

64 Note: If the Contractor determines that the data on the MMR can be generated by their internal Homeless Management Information System, County must review and approve the report before it is submitted in lieu of the manual MMR Ad Hoc Reports At various times, County may request data or other information from Contractor on an Ad Hoc basis, as needed by the Department, County Board of Supervisors, the State, or other County agencies or entities for budgetary or other purposes. Contractor shall provide the requested data, if available, to County in a mutually agreeable time period Monthly Complaint Logs 8.7 Hours of Operation Contractor shall submit all Monthly Complaint Logs, Technical Exhibit 9, per Section 12.4, Contractor Received Complaints, of this SOW, to the CCPM, with a copy to the CCA, by the 10 th calendar day of the month following the month of services Contractor will ensure Subcontractor s homeless shelter facility is staffed 24 hours per day, seven days per week. GR applicants/participants with a bed/cot reservation may be referred by DPSS, Monday through Friday from 7:00 a.m. to 7:00 p.m. 8.8 Shelter Rules Contractor shall ensure Subcontractors adhere to shelter rules for the facility. DPSS must review all shelter rules before they are put into effect and must approve all future changes before they are put into effect as set forth in this Contract. Contractor s approved shelter rules are as follows: No alcoholic beverages or any form of non-prescribed/cot drug use allowed at any time. Security/Housing Personnel will investigate any suspicion of drug and/or alcohol misuse Intoxication (drunkenness) and disorderly contact will not be tolerated in the shelters. 64 P a g e

65 8.8.3 Security may inspect all bags and packages brought into the building Any form of violence will not be permitted, and is cause for immediate eviction, and possible criminal complaint Abusive language, physical threats, etc., directed towards staff or other participants are cause for eviction Damaging or defacing any room or the building in any way is cause for immediate eviction, and possible criminal complaint Playing of radios and televisions loudly is not permitted There is no loitering ( hanging around ) anywhere in the building NO WEAPONS of any kind (guns, buck knives, iron rods, etc.) will be permitted or worn within the building at any time. Violators will have their items confiscated and turned in to the Police Department. Residents will be evicted No one will be permitted entrance into the shelter building, except as stipulated by the shelter No hot plates (cooking) or other forms of cooking utensils allowed No smoking in elevators, hallways, or nonsmoking areas of dining rooms Visitors allowed only in main lobby or waiting areas and at times that are in accordance to the shelters rules Lounge areas open and close in accordance to the shelter rules which may vary Shelter staff is not responsible for lost, damaged or stolen personal property No urinating or throwing of personal items out the window. 65 P a g e

66 9.0 REGULATIONS GR applicant/participants must be appropriately dressed whenever going anywhere in the building (i.e., No Bare Feet) No pets. (Service animals are allowed with proper paper work to verify the service animal, and in accordance with the shelter rules.) All DPSS vouchers must be signed daily by 8:00 a.m GR applicant/participants may leave after signing the ABP 295 for the previous night, and must follow the shelter s requirements including check-out times, if any. All belongings must be removed when residents leave, or they will be removed and stored by the shelter staff at the residents own risk When GR applicant/participants do not sign the ABP 295 by 8:00 a.m., the ABP 295 may be terminated and the shelter can require the GR applicant/participants to leave the shelter. All belongings in the room will be removed and stored at the residents own risk The shelter may have areas designated as RESTRICTED AREAS and access is not allowed to GR applicant/participants without permission. Regulations and statutes applicable to the SOW and Exhibits in this Contract include, but are not limited to, those listed below. 9.1 Section W&I Code of the State of California mandates each County to have a GR Program. 9.2 Section et seq. and W&I Code of the State of California mandates case records and information confidentiality. 9.3 Section et seq. Health and Safety Code of the State of California provides for regulation of buildings used for human habitation. 9.4 Section 1205 Uniform Building Code of the State of California provides sanitation requirements for buildings and dwelling units. 66 P a g e

67 9.5 Chapter Los Angeles County Public Health Code provides housing requirements. 1.0 INTENTIONALLY OMITTED 11.0 FRAUD REFERRALS Contractor shall require Subcontractors to make fraud referrals to the DPSS Welfare Fraud Prevention & Investigations (WFP&I) Section pursuant to the instructions in Administrative Directive Number 4126, dated September 24, 2002, (provided to Contractor prior to Contract effective date) and any supplements or other issuances subsequently released. In those instances when County requests Contractor to make a fraud referral, (e.g., Contract Program Monitor review), fraud referrals shall be made to WFP&I within three business days with a copy provided to the DPSS GR Program Division. A copy of all other fraud referrals initiated by Contractor shall also be provided to the DPSS GR Program Division QUALITY CONTROL AND COMPLAINT SYSTEMS 12.1 Quality Control Contractor shall monitor Subcontractor s performance under this Contract using procedures as defined in this Contract. Contractor or its agent will evaluate Subcontractor's performance under this Contract on not less than a semi-annual basis. Such evaluation will include assessing Subcontractor's compliance with all Contract terms and performance standards. County shall monitor Contractor s performance under this Contract only as it relates to the Contractor providing the services as outlined herein through the Subcontractors, and on a semi-annual basis. The CCA and Contractor will make every effort to resolve minor discrepancies during the monitoring visit Quality Control Plan Within 90 days of the effective date of this Contract, Contractor shall present to County a comprehensive Quality Assurance Plan, including internal monitoring and staff training systems, to assure that the requirements of this Contract are met, and that a 67 P a g e

68 consistently high level of services are provided throughout the term of this Contract. All monitoring records shall be provided to County upon request. The Plan shall include, but not be limited to the following: A. A monitoring system covering all services listed in SOW Technical Exhibit 1 Performance Requirements Summary Chart, identifying specific activities to be monitored, and the frequency of monitoring. B. Semi-annually monitoring of employee files, provider files and payment records for accuracy and timeliness of work; a review of the functioning of system quality controls; and observance of staff to ensure that employees rendering services under this Contract do not present themselves by commission or omission as agents, employees, or representatives of DPSS. Semi-annual monitoring will include a focus on: 1. Contractor s performance as outlined in Section 14.2 Contract Monitoring Procedures. 2. Exhibit J through J2 Contractor Employee Acknowledgement and Confidentiality Agreement, on file for each Subcontractor s staff DPSS Received Complaints County shall refer complaints related to this Contract to Contractor in writing for resolution. Contractor shall notify County in writing of the resolution within five calendar days. County shall prepare a monthly listing of complaints referred to Contractor for resolution. Inquiries shall not be considered complaints. Calls not referred to Contractor for resolution shall not be considered complaints Contractor Received Complaints Contractor shall maintain and ensure that Subcontractors maintain a Monthly Complaint Log (Technical Exhibit 9) recording each complaint. Contractor shall include in the Monthly Complaint Log, complaints involving: GR applicant/participants, providers, and Contractor or County Departments providing services at the shelter facility. 68 P a g e

69 Contractor shall complete and ensure that Subcontractors complete an Incident Report Form (Technical Exhibit 7) of all incidences received directly by Contractor or Subcontractors. Incident reports shall include incidents involving GR applicant/participants, providers, Contractor or County Departments providing services at the shelter facility, and resolution to the incident Incident reports shall be submitted within 24 hours of incident to County Contract Program Manager (CCPM) listed on Contract s Exhibit E - County Administration Contractor shall maintain and ensure that Subcontractors maintain the Incident Report per this Contract, Section 8.0, Subsection 8.38, Record Retention and Inspection/Audit Settlement Complaints against a Subcontractor shall be investigated by Contractor within three County work days from the date the complaint is received CIVIL RIGHTS COMPLAINTS PROCEDURE Contractor and Subcontractor shall comply with the terms of the Civil Rights Resolution Agreement as directed by DPSS which includes, but is not limited to, the following: 13.1 Ensure public contact staff attend the mandatory Civil Rights training provided by DPSS Ensure notices and correspondences provided to the participants, if any, are in their respective primary language and provide interpreters to ensure meaningful access to services to all participants Maintain a record of all Civil Rights materials provided by DPSS and ensure all participants are provided with the Civil Rights materials Develop, and operate procedures for receiving, investigating and responding to civil rights complaints as follows: Contractor and Subcontractors must provide and assist participants with completing a PA 607, Complaint of Discriminatory Treatment, in the participants primary language. 69 P a g e

70 Contractor and Subcontractors must maintain a log of civil rights complaints Contractor s Contract Manager (CM) will act as the Civil Rights Liaison (CRL) between the Contractor agency and the County Contract Administrator (CCA) and Civil Rights Section (CRS) CM/CRLs must forward all PA 607s to the CCA within two business days CM/CRLs should not attempt to investigate Civil Right complaints. Investigations are handled by CRS Use the Civil Rights Forms, Civil Right Complaint Investigation Process, Technical Exhibit 10, and Civil Rights Training Report, Technical Exhibit 11, as needed when a participant complains of discriminatory treatment, including alleged American with Disabilities Act (ADA) violation complaints PERFORMANCE REQUIREMENTS SUMMARY 14.1 Performance Requirements Summary (PRS) Chart A PRS Chart, Technical Exhibit 1, lists required services that will be monitored by the County during the term of this Contract. Contractor shall adhere to the PRS Chart which lists the following: 1. Required services most critical to satisfactory Contract performance (Column 1). 2. Defines the Standard of performance for each required service (Column 2). 3. Shows the maximum allowable degree of deviation from perfect performance or Acceptable Quality Level (AQL) for each required service that is allowed before County assesses Unsatisfactory (Column 3). 4. Monitoring methods to be used to evaluate Contractor s performance in meeting the Contract Requirements (Column 4). 70 P a g e

71 5. Action required for not meeting the minimum AQL, for each listed Contract service requirement (Column 5) Contract Monitoring Procedures Contractor shall be monitored at a minimum of a semiannual basis or as often as needed. Contractor shall be monitored for adherence to all terms and conditions of the contract. In addition, Contractor will be monitored for required services listed on the PRS. Contractor s deficiencies, which County determines are severe or continuing and may place performance of the Contract in jeopardy if not corrected, will be reported to the CEO and Board of Supervisors Contractor s performance may be evaluated by a variety of inspection methods. The methods of monitoring that may be used are: Random sampling; a standardized method for monitoring product (output) quality wherein all products within a lot (batch) stands a statistically equal chance of being selected for inspection; One hundred percent inspection of items, such as reports and invoices, on a semi-annual basis or as often as needed to assure a sufficient evaluation of the Contractor s performance; Review of employee files, Subcontractors records and reports maintained by the Contractor; Review of Contractor s documentation/results on the monitoring of their Subcontractors; Review of Subcontractor monitoring reports; Review of Contractor s procedure for verifying participants eligibility; Review of the timeliness of monitoring Subcontractors; Review results of Contractor s interviews/written surveys with participants and providers; 71 P a g e

72 Review of Contractor s procedures and reports for investigating, responding to, and resolving of complaints; and On-site evaluations of Contractor s compliance with administrative requirements Contractor s performance shall be measured to ensure the objective of the contract is achieved in combination with the desired results. Performance standards are shown in SOW Technical Exhibit 1 Performance Requirements Summary Chart Federal, State and/or County personnel approved by County administrative management personnel, in addition to departmental contracting staff, may observe performance activities, documents and products under this Contract at any time during hours of operation as defined below in Section 1.5. However, these personnel may not unreasonably interfere with Contractor performance Contractor shall be available for monitoring activities Monday through Friday, 8:00 a.m. to 5:00 p.m. except on County recognized holidays Quality Assurance The County may use a variety of inspection methods to evaluate the Contractor s performance. The methods of monitoring that may be used are: 1. Random sampling [For random sample tables/methods to be used, refer to book entitled Handbook of Sampling for Auditing and Accounting (second edition) by Herbert Arkin]. 2. One hundred percent inspection of items, such as reports and invoices, on a periodic basis as determined necessary to assure a sufficient evaluation of Subcontractor s performance. 3. Review of reports and files. 4. Applicant/Participant Satisfaction Questionnaires. 72 P a g e

73 5. On-site evaluations Contract Discrepancy Report (Technical Exhibit 6) Verbal notification of a Contract discrepancy will be made to the Contractor s Contract Manager as soon as possible whenever a Contract discrepancy is identified. The problem shall be resolved within a time period mutually agreed upon by the County and the Contractor The CCA will determine whether a formal CDR shall be issued. Upon receipt of this document, the Contractor is required to respond in writing to the CCA within ten workdays from the date of the CDR, acknowledging the reported discrepancies or presenting contrary evidence. A plan for correction of all deficiencies identified in the CDR shall be submitted with a timetable for correction of all deficiencies identified in the CDR to the CCA within ten workdays Remedy of Defects Notwithstanding a finding of unsatisfactory service and assessment of penalties/fees, Contractor must, within ten work days, remedy any and all defects in the provision of Contractor s services and, as deemed necessary by the CCA, perform such services again at an acceptable level Unsatisfactory Performance Remedies When the Contractor performance does not conform to the requirements of this Contract, the County will first discuss the unsatisfactory performance with the Contractor to determine Good Cause. If good cause does not exist, the County will have the option to apply the following nonperformance remedies: Require Contractor to implement a formal corrective action plan, subject to approval by the County. In the plan, the Contractor must include reasons for the unacceptable performance, specific steps to return performance to an acceptable level, and monitoring methods to prevent recurrence. 73 P a g e

74 Contractor deficiencies which the County determines are severe or recurring and that may place performance of the contract in jeopardy, if not corrected, will be reported to the CEO and Board of Supervisors Failure of the Contractor to comply with or satisfy the request(s) for improvement of performance or to perform the neglected work specified within ten workdays shall constitute authorization for the County to have the service(s) performed by others. The entire cost of such work performed by others as a consequence of the Contractor's failure to perform said service(s), as determined by the County, shall be credited to the County on the Contractor's future invoice Suspend or cancel the contract for systematic, deliberate misrepresentations. This section does not preclude the County s right to terminate any resultant Contract upon 30 days written notice with or without cause, as provided for in sub-section 8.42 Termination for Convenience. 74 P a g e

75 EXHIBIT A Technical Exhibit 1 CRISIS HOUSING AND SUPPORTIVE SERVICES FOR HOMELESS GENERAL RELIEF APPLICANTS/PARTICIPANTS PERFORMANCE REQUIREMENTS SUMMARY CHART Required Section Performance Service or Standard Acceptable Quality Level (AQL) Monitoring Method Action Required SOW, sub-section Contractor shall make available at least 400 shelter bed/cots (50 in each of the eight SPAs) each day for the exclusive use of homeless GR applicants/participants in a safe and clean emergency shelter % Available occupancy provided to County daily; monthly shelter occupancy reports. SOW, sub-section 5.0, Contractor shall ensure that 75% of homeless GR applicants/participants who are not disabled or TAY who stay five consecutive nights in a shelter, will complete a CES Survey Assessment within 48 hours of completion of the five consecutive shelter nights. 75% Telephone contacts and on-site visits SOW, sub-section 5.0, 2 Contractor shall ensure that 75% of homeless GR disabled applicants/ participants will complete a CES Survey Assessment within the first 48 hours of entering a shelter. 75% Telephone contacts and on-site visits SOW, sub-section 5.0, 3 Contractor shall ensure that 75% of homeless GR TAY applicants/participants complete the Youth CES Survey Assessment within the first 48 hours of entering a shelter. 75% Telephone contacts and on-site visits 75 P a g e

76 EXHIBIT A Technical Exhibit 1 Required Section Performance Service or Standard Acceptable Quality Level (AQL) Monitoring Method Action Required SOW, sub-section 5.0, 4 Contractor shall ensure that 30% of homeless disabled GR and TAY applicants/participants served obtain temporary or permanent housing within 6 months. 30% Telephone contacts and on-site visits SOW, sub-section SOW, sub-section SOW, sub-section SOW, sub-section All personnel shall be qualified in accordance with all Federal, State, County and local laws, ordinances, regulations, and requirements applicable hereto. Contractor shall allow no voucher recipient to be placed in, or be allowed to continue occupancy of, any room or room(s) in which County Department of Public Health (DPH) has found any conditions to exist or to have existed when a voucher recipient occupied said room(s), or in any room or rooms affected by such conditions. Contractor shall be in compliance with the Public Health Code, the State Housing Law, all applicable building and safety codes, and Los Angeles County (and/or City) public health ordinances and regulations. Contractor shall have publicly posted, at all times ABP 479, in English and Spanish. 97.0% 100.0% 100.0% Available occupancy provided to County daily; monthly shelter occupancy reports. Reports/complaints received from DPH and/or GR applicant/participant. On-site visits. Reports/complaints received from DHS and/or applicants. On-site visits % On-site visits. 76 P a g e

77 EXHIBIT A Technical Exhibit 1 Required Section Performance Service or Standard Acceptable Quality Level (AQL) Monitoring Method Action required SOW, sub-section 8.3 SOW, sub-section 8.4 SOW, sub-section SOW, sub-section SOW, sub-section SOW, sub-section SOW, sub-section SOW, sub-section SOW, sub-section *8.7.1 Contractor must adhere to all Building and Safety Codes and Fire Codes. Contractor shall provide adequate laundry facilities, or provide information on locations of laundry facilities in the surrounding area. Require GR applicants/participants to sign in pen their names and room numbers on the vouchers daily as the services are rendered. Contractor shall enter the date. Participant shall sign every 24 hours no later than 9:30 a.m. preceding each night s housing. A reservation/cancellation log to record telephone reservation requests, extensions and cancellation or any request from DPSS staff. An incident log that includes records of all acts of violence/reports on any damage done by participants. Records on any rejected referral and reason for rejection. A log of all occupants who leave prior to their authorized stay. Contractor shall submit all requested reports by the 15 th day of each month. Contractor s homeless shelter facility must be staffed 24 hours per day, seven days per week. Participants with bed/cot reservations may be referred by DPSS, Monday through Friday from 7:00 a.m. to 7:00 p.m % 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% Annual DHS reports. On-site visits and/or applicant complaints. Monthly on-site review of voucher process. Monthly on-site review of voucher process. Monthly on-site review of voucher process. Monthly on-site review of voucher process. Monthly on-site review of voucher process. Date received by County recorded on all reports. Telephone contacts and on-site visits 77 P a g e

78 EXHIBIT A Technical Exhibit 2 INTENTIONALLY OMITTED 78 P a g e

79 Exhibit 3 SHELTER OCCUPANCY REPORT FORM EXHIBIT A Technical Instructions At the end of the report month, Contractor shall complete the Shelter Occupancy Report (SOW Exhibit 13.4) in triplicate covering all Subcontractors, as follows: 1. Enter Contractor s name and report month/year. 2. List all vouchers (APB 295s) received during the report month, in voucher number order and enter: Voucher Number Participant Name DPSS Number Place an X for each day participant was in residence. 3. The report should include totals and be broken out by the three GR populations (GR, disabled GR, and TAY). 4. Use a second or third page as necessary. Number each page as Page of. 5. Complete Total Page of the Shelter Occupancy Report and staple behind Page P a g e

80 Voucher Number Client Name DPSS Case # CHSS Applicants/Participants Shelter Occupancy Report - Service Month: Exhibit A, Technical Exhibit 3 Page of Total # of Nights Total Number of Beds Claimed per Day and Nights per Month: Total Number of Vouchers for Current Service Month: 0 80 P a g e 0

81 Shelter Agency: EXHIBIT A, Technical Exhibit 4 Page 1 of 2 CRISIS HOUSING AND SUPPORTIVE SERVICES FOR HOMELESS GR APPLICANTS/PARTICIPANTS MONTHLY MANAGEMENT REPORT (MMR) Report Month: A. Needed for all participants, as a total. Completed By: Date: Phone Number: A Total For All Participants TAY Disabled Non-disabled 1. The number referred to a shelter 2. The number who stayed 3. The number of nights stayed 4. The number who left shelter early 5. Average length of stay for all participants B. Needed for TAY & Disabled participants only. B Needed for TAY and Disabled Participants Only TAY Non-Disabled 6. Number who received CES Assessment 7. Number who received CES Assessment timely (in 48 hrs.) 8. Number who received an extended stay 9. Number who received extended stay and left early 10. Number who received case management 11. Number who received family reunification services (TAY only) 12. Number who received crisis intervention 13. Number who received residential supervision 14. Number who received mental health services 15. Number who received physical health services 16. Number who received substance disorder/recovery skills 17. Average length of stay for TAY participants 18. Average length of stay for disabled participants C. OUTCOMES: 19 % non-disabled, non-tay participants who stayed 5 consecutive days & received the CES within 48 hours of completion of the 5 consecutive days 20 - % of TAY participants who received the Youth CES within 48 hours of entering shelter 21 - % of disabled participants who received the Youth CES within 48 hours of entering shelter 22 Number of total participants who received housing (any kind) within six months 23 - % of total participants who received housing (of any kind) within six months 24 Number of TAY participants who received housing (of any kind) within six months 25 - % of TAY participants who received housing (temporary to permanent) within six months 26 - Number of disabled participants who received housing (any kind) within six months 27 - % of disabled participants who received housing (temporary to permanent) within six months 81 P a g e

82 EXHIBIT A, Technical Exhibit 4 Page 2 of 2 CRISIS HOUSING AND SUPPORTIVE SERVICES FOR HOMELESS GR APPLICANTS/PARTICIPANTS MONTHLY MANAGEMENT REPORT (MMR) Shelter Agency: D. List GR Participants who Accepted Shelter In Contracted Homeless Shelters Report Month: TAY Participant Name Case Number Voucher Number Voucher Dates Days Stayed Disabled Participant Name Case Number Voucher Number Voucher Dates Days Stayed Non-disabled Participant Name Case Number Voucher Number Voucher Dates Days Stayed E. Comments: (Report any positive outcomes and all complaints or problems.) 82 P a g e

83 EXHIBIT A Technical Exhibit 5 SUBCONTRACTORS CONTRACT LIST EXHIBIT A Technical Exhibit 6 83 P a g e

84 CONTRACT DISCREPANCY REPORT TO: FROM: DATES: Prepared: Returned by Contractor: Action Completed: DISCREPANCY PROBLEMS: Signature of QAE/CCA Date CONTRACTOR S RESPONSE (Cause and Corrective Action): Signature of Contract Manager Date COUNTY EVALUATION OF CONTRACTOR S RESPONSE: Signature of CCA Date COUNTY S ACTIONS: CONTRACTOR NOTIFIED OF ACTION: CCA's Signature and Date Contract Representative's Signature and Date 84 P a g e

85 CHSS Incident Report Form Project Site: Service Month: Client Name: GR Case #: (sub-section ) Staff: Program/Project: Staff: Program/Project: Staff: Program/Project: Staff: Program/Project: Report Date: Time: Exhibit A, Technical Exhibit 7 Page 1 of 2 Were clients involved in anyway: Yes: No: Address: Inicident loction: Where were you when the incident/accident occurred? Were you or another applicant/participant involved in the incident? Type of incident (check all that apply): Adult Threat of abuse or Violence Neglect Child Abuse or Neglect Client Assaulted Domestic Violence Staff Assaulted Describe persons directly involved: Property Damage Property Lost Property Stolen Yes: Vehicle Accident Mental Health Crisis Other No: Other Other Other Witness(s) information: Name: Address: Phone: 1) 2) 3) 4) Additional information for this page: 85 P a g e

86 Exhibit A, Technical Exhibit 7 Page 2 of 2 Police contacted? Yes: No: Was a police report filed/taken? Yes: No: Report filed on: Date: Time: Report available on: Date: Time: Anyone require medical attention: Yes: No: Was an ambulance called: Yes: No: Anyone taken to the hospital: Yes: No: Describe: Vehicle(s) involved/observed: Yes: No: License plate: Make: Driver: Model: Year: Passenger: Color: Body Type: VIN#: Other information regarding vehicle(s): Incident reported to LAHSA staff: Yes: No: Reported to: Date: Time: Notified by (check all that apply): In person By phone In writing Other Information on client(s) involved: Name: Name: Name: Name: Contact number: Contact number: Contact number: Contact number: General description of incident/behavior/other information: Prepared by: Date: EXHIBIT A, Technical Exhibit 8 COMPLAINT OF DISCRIMINATORY TREATMENT 86 P a g e

87 TO: DEPARTMENT OF PUBLIC SOCIAL SERVICES CIVIL RIGHTS SECTION CROSSROADS PARKWAY SOUTH CITY OF INDUSTRY, CALIFORNIA CASE NAME: CASE NUMBER: I,, hereby file this complaint of discriminatory treatment (Please print your name) and request that an investigation be conducted. I believe I was discriminated against because of my: RACE DISABILITY ETHNIC GROUP IDENTIFICATION NATIONAL ORIGIN RELIGION SEX MARITAL STATUS AGE COLOR POLITICAL AFFILIATION SEXUAL ORIENTATION OTHER: DATE OF OCCURRENCE: NAME(S) AND TITLE(S) OF THE PERSON(S) WHO I BELIEVE DISCRIMINATED AGAINST ME: THE ACTION, DECISION OR CONDITION WHICH CAUSED ME TO FILE THIS COMPLAINT IS AS FOLLOWS: I WISH TO HAVE THE FOLLOWING CORRECTIVE ACTION TAKEN: CONSENT GRANTED By initialing this option, I am authorizing the Department of Public Social Initial on the line Services, Civil Rights Section (CRS) to reveal my identity and other personal information to persons at the above if you give organization or institution under investigation and to other Federal and State agencies in accordance with consent. applicable federal and state laws and regulations. I hereby authorize CRS to receive material and information including, but not limited to applications, case files, personal records, and medical records. The material and information shall be used for authorized civil rights compliance and enforcement activities. I understand that I am not required to authorize this release and I do so voluntarily. Initial on the line above if you do not give consent. CONSENT DENIED I do not give my consent for the release of my name or other personally identifying information. I understand that this complaint may not be investigated as a result of my refusal to give my consent for the release of information. ADDRESS: (SIGNATURE) (DATE) РА 607 (REVISED 06/11) TELEPHONE: 87 P a g e

88 Crisis Housing Site: CHSS Monthly Complaint Log Service Month: EXHIBIT A, Technical Exhibit 9 Crisis Housing Site or Staff: Client s Name: GR Case #: Date: Primary Language: Complaints: Comments: Resolution: Staff Completing Report Date: Time: Supervisor s Name & Signature Date: Note: If a complaint is filed, attach a copy of the Complaint Log to the MMR. Civil Rights Complaints must be on a PA 607 in Participant s preferred language. 88 P a g e

89 EXHIBIT A, Technical Exhibit 10 Department of Public Social Services Civil Rights Complaint Investigation Process Complaint is received by Civil Rights Section (CRS) Civil Rights Unit Manager (CRUM) reviews and assigns civil rights complaints to Civil Rights Investigator (CRI) for investigation. CRI immediately mails complainant a Notice of Receipt of complaint, Complaint of Discriminatory Treatment (PA 607) and Authorized Representative forms. Forms are due back in 10 calendar days. Complainant completes PA (Withdrawal of Complaint of Discriminatory Treatment) CRI addresses any issues related to civil rights without sharing the complainant identity YES CRI YES reviews YES Complainant complaint and requests a withdrawal after begins initiating investigation investigation process. ES NONNOO YYEY NO NO Receives PA-607 with consent to investigate CRI mails reminder with appeals information to complainant notifying them that they have 5 working days to return the Upon receipt of the PA 607-4, CRI submits closure letter to CRUM CRUM submits closure letter to Civil Rights Coordinator CRI mails closure letter to complainant due to withdrawal and to CDSS for MY SUGGESTION approval. YES CRI completes investigation within 60 calendar days of receipt of complaint and submits investigation report to CRUM for review CRUM submits investigation report to CRC for approval. CRI notifies complainant and appropriate managers regarding the findings. CRI also notifies Human Resources Division for positive findings. CRI submits closure letter to CRUM for review CDSS approves Receives PA 607 with consent to investigate the case NO NO CRUM submits closure letter to CRC for approval. Once approved, CRI mails to CDSS. Provides additional information to CDSS, as requested CRC approves closing of the investigation in database Upon receipt of CDSS approval, CRUM closes the investigation case in the database 89 P a g e

90 CIVIL RIGHTS TRAINING REPORT EXHIBIT A, Technical Exhibit 11 Contractor: Address: Contract Manager: Phone Number: Number of staff who attended Civil Rights Training: Date of Civil Rights Training: Miscellaneous Information: 90 P a g e

91 EXHIBIT A, Technical Exhibit P a g e