Attachment D. Coordinating Unit Responsibilities, Conditions, Deliverables and Fees

Transcription

1 Attachment D Coordinating Unit Responsibilities, Conditions, Deliverables and Fees A. Coordinating Unit Responsible for: 1. Statewide coordination of Interpreting, Video Remote Interpreting (VRI), and both remote/live Communication Access Realtime Translation (CART) services for Vocational Rehabilitation (VR) clients, Interpreting Service Program (ISP), and BRS funds (example, Bureau of Rehabilitation Services (BRS) staff that requires interpreting services) and any upgraded technology services that can facilitate communication as needed, e.g., speech to text. 2. Scheduling all communication services as requested by BRS staff. 3. Assisting BRS with increased utilization and expansion of Video Remote Interpreting (VRI) statewide, and making necessary, cost effective enhancements or upgrades to VRI services if needed. 4. Utilizing all available Interpreting resources statewide, including Indiana Interpreting Certification (IIC) Certified freelance interpreters, qualified Interpreting agencies, freelance CART transcribers, and CART agencies to fill requests for services. 5. Maintaining agreements with IIC interpreters and qualified interpreter agencies, CART transcribers and CART agencies, and holding providers to the same standards held by the state as outlined in this contract. 6. Maintaining close communication with interpreting agencies, freelance interpreters, CART transcribers, CART agencies, requestors and BRS staff. This is especially important in situations such as last minute cancellations where immediate action is needed to rectify the situation. 7. Developing and following CU policies and procedures, which are developed based on any applicable state regulations, for addressing grievances that may arise from consumers, interpreters, or CART providers. Must develop a process for reporting grievances/results with BRS. 8. Developing and following policy and procedure for processing all requests for communication services in a timely, efficient and professional manner. Communication requests should be processed immediately upon receipt, at a minimum within 24 hours of receipt. 9. Ensuring that once a job is confirmed, the assigned interpreters or transcribers will stay with the job unless replaced by another interpreter or CART transcriber. If there is an emergency situation an assigned interpreter may be pulled out of a job to address the emergency situation at the discretion of and approved by BRS/DHHS staff. 10. Conducting periodic evaluations of services in cooperation with BRS. 11. Establishing and maintaining an electronic tracking system or database to document each interpreting job, including names of consumers served and interpreter(s) provided date of assignment, starting and ending time, length of assignment, type of assignment, and location of assignment. 12. Ensuring that electronic tracking system/database includes information on consumer needs regarding Interpreter skill as well as any consumer preferences. a. Consumer needs regarding type of interpreter/interpreter skill level must always be met. b. Consumer preferences for specific interpreters should be met when cost efficient. Page 1 of 6

2 13. Coordinating all billing for all communication services, as authorized by BRS staff (includes DHHS staff and VR Counselors). 14. Submitting timely and accurate invoices. Monthly claims and invoices, and any required reporting must be submitted within 60 days to BRS, adhering to the policy and procedures of the State. Claims not submitted within 60 days of service delivery may not be paid. Invoices must minimally include: a. Agency name, address, and invoice number b. Dates of service, requested time period, and actual time of services c. Consumer name d. Interpreter(s) name e. Type of appointment f. Interpreter rate g. Number of hours worked h. Travel time and rates i. Mileage including number of miles and cost j. Sub-totals k. Overall total 15. Providing a detailed, electronic listing of each interpreting job including consumer served, interpreter used, location, date, time, and length of assignment. This summary should be created through electronic tracking system/database as mentioned above. This report should be provided on a quarterly or bi-annual basis as requested by DDRS/BRS. 16. As requested, electronically submit a report(s) within one (1) week to BRS/DHHS to minimally include: a. Interpreter coordination i. Number of interpreting hours used 1) Number of consumers 2) Name and frequency of interpreting agencies used 3) Name and frequency of freelance interpreters used ii. Total number of jobs requiring 50 plus miles for travel (one-way) including list of these jobs and justification for travel outside local area (DHHS may request breakdown by agency, interpreter, etc.) iii. Number of jobs less than 2 hours worked where 2 hour minimum was paid (DHHS may request breakdown by agency, interpreter, etc.) iv. Documentation of no shows and late cancellations b. VRI coordination c. CART i. Number of VRI hours used ii. Number of VRI calls made iii. VRI provider used (Agency/Freelance) iv. Documentation of issues and problem solving v. Documentation of no shows and late cancellations i. Number of CART consumers ii. Number of CART hours used iii. CART providers used (Agency/Freelance) iv. Number of remote CART consumers v. Number of remote CART hours used Page 2 of 6

3 vi. Total number of jobs requiring 50 plus miles for travel (one-way) including list of these jobs and justification for travel outside local area (DHHS may request breakdown by agency, interpreter, etc.) vii. Number of jobs less than 2 hours worked where 2 hour minimum was paid (DHHS may request breakdown by agency, interpreter, etc.) viii. Documentation of no shows and late cancellations 17. Maintain accountability to the State for proper accessibility and non-discrimination as per the Americans with Disabilities Act and the Civil Rights Act of B. Qualifications of Coordinating Unit Personnel: 1. Knowledge and understanding of Deaf, Hard of Hearing, and Deaf/Blind communication needs and culture, and experience in coordinating and facilitating services to this population. 2. Knowledge and understanding of Interpreting skill levels and certifications, including RID and Indiana Interpreting Certification (IIC), and the interpreting profession including adherence to all the Code of Conduct/Ethics, especially confidentiality. 3. Experience in coordination of a wide variety of interpreters and a wide variety of interpreting needs as well as experience in serving individuals who are Deaf, Hard of Hearing or Deaf/Blind 4. Able to work with all stakeholders including consumers, both hearing and Deaf, Hard of Hearing, and/or Deaf/Blind; interpreters; and the State Of Indiana staff in a professional manner 5. The Coordinating Unit is ethical in their dealings with consumers, hearing and Deaf, Hard of Hearing, and/or Deaf/Blind; interpreters, CART Transcribers, and the State Of Indiana 6. Knowledgeable of resources and stakeholders involved so that any challenges that arise may be addressed professionally, ethically, and expediently 7. Knowledge and understanding of all financials, bookkeeping, accounting, etc. C. Coordinating Unit will provide interpreters with the following Qualifications: 1. Interpreters who are hired by the coordinating unit will be required to qualify per guidelines listed in 460 Indiana Administrative Code (IAC) regarding Indiana Interpreting Certification (IIC), and VR interpreter qualifications as listed in the VR Policy and Procedures Manual. 2. All interpreters whether from the coordinating unit, freelance or working through a networking agency would be bound by the NAD-RID Code of Professional Conduct and/or the IIC Code of Ethics 3. Due to the shortage of interpreters experienced all across the State as well as the nation, exceptions could be made for non IIC interpreters with permission of the State agency appointed liaison in situations where the current interpreter shortage cannot be overcome. This would be done with the understanding that the Coordinating Unit would verify their skills, ethics and professionalism as well as having exhausted all possibilities to obtain a certified interpreter to fill the assignment. The State agency must give approval for the substitution and must have consumers approval before a non-iic interpreter can be used. D. Video Remote Interpreting Services 1. While BRS intends to expand availability and utilization of VRI services, BRS recognizes that VRI is not appropriate in all situations and does not intend for VRI services to completely replace face to face Interpreting services. Page 3 of 6

4 2. Coordinating Unit may contract with current VRI providers to establish coordination of services and prevent a breakdown in current service delivery. 3. Coordinating Unit will work with BRS and existing VRI service providers to expand availability and utilization of VRI Services. This may include the establishment of satellite offices to encourage more interpreters to work locally, reducing travel and mileage. 4. If Coordinating Unit does not have specific knowledge of the technical aspects of VRI, Coordinating Unit must be willing to network with a VRI service provider(s) that is professional, ethical and has a record of quality services. Coordinating Unit must monitor the quality of interpreters in coordination with the VRI service provider(s). 5. All standards of qualifications that apply to the Coordinating Unit also apply to the VRI service provider(s). 6. VRI interpreters must have IIC or national certification such as through RID. 7. Due to the shortage of interpreters experienced all across the State as well as the nation, exceptions could be made for non IIC interpreters with permission of the State agency appointed liaison in situations where the current interpreter shortage cannot be overcome. This would be done with the understanding that the Coordinating Unit would verify their skills, ethics and professionalism as well as having exhausted all possibilities to obtain a certified interpreter to fill the assignment. The State agency appointed liaison must give approval for the substitution and must have consumers approval before a non-iic interpreter can be used. 8. While many requests for VRI will be made with advanced notice, Coordinating Unit must be able to address last minute requests for VRI immediately and secure VRI services within 5 minutes. There could be multiple last minute VRI requests occurring at the same time and the Coordinating Unit must have access to sufficient interpreters to handle all requests. 9. Video Remote Interpreter is to be charged per cumulative hour used. E. Coordinating Unit will provide Communication Access Realtime Translation (CART) with the following Qualifications: 1. Court Reporting School Certificate 2. Certified Realtime Reporter or Certified CART Provider 3. Due to the shortage of interpreters experienced all across the State as well as the nation, exceptions could be made for non IIC interpreters with permission of the State agency appointed liaison in situations where the current interpreter shortage cannot be overcome. This would be done with the understanding that the Coordinating Unit would verify their skills, ethics and professionalism as well as having exhausted all possibilities to obtain a certified interpreter to fill the assignment. The State agency appointed liaison must give approval for the substitution and must have consumers approval before a non-iic interpreter can be used. F. Expectations and Deliverables (to be met upon award of contractual agreement with the State.) 1. As needed, coordinating unit must have weekend office staff available. 2. Coordinating unit hours will minimally be Monday through Friday from 9:00 am to 6:00 pm EST. 3. Demonstrate cost effectiveness by maximizing utilization of interpreters in local areas and minimizing travel and mileage. 4. Provide verification of networking with all interpreting agencies and freelance interpreters to fulfill the interpreting jobs. 5. Send notification to requestors upon receiving Communication Request Forms Page 4 of 6

5 6. Respond to requests for interpreting (excludes VRI) and CART services within two business days. 7. Confirm interpreter and CART transcribers and associated cost (travel/mileage fees) with VR Counselors/Rehabilitation Counselors for the Deaf for VR clients. 8. Confirm interpreter, CART transcriber, and VRI provider with the requestors. 9. Ensure that interpreter/cart/vri assignments which are cancelled or no-shows are reported to BRS within 24 hours. 10. In situations where interpreter, CART transcriber, or VRI providers have cancelled, Coordinating unit will begin scheduling a replacement interpreter/cart provider within an hour. Coordinating unit will provide an approved accommodation according to the person s needs. 11. New jobs do not need to be filled within one hour; however, the scheduling process must begin in less than one hour. 12. Collaborate with BRS to expand availability of VRI to colleges, universities, or other postsecondary institutions. 13. Ensure that VRI services are provided within 5 minutes of request. 14. Work with BRS to develop/review/revise grievance process within 30 days of receiving signed contract. 15. Submit monthly and quarterly reports within 30 days after reporting period (ex. Report for services provided in January should be submitted no later than the end of February). 16. Submit monthly invoices within 60 days of service (services rendered in January must be billed prior to the end of March for payment). 17. All interpreting/cart and VRI services for BRS will be handled through the Coordinating Unit. This includes scheduling and billing for interpreting, VRI, CART, and related services. 18. The Coordinating Unit will network with local interpreters by contacting local interpreting agencies and/or freelance interpreters. 19. The Coordinating Unit must obtain written agreements with all providers working under this State of Indiana contract and negotiate rates with these sub-contractors, which may or may not match the state paid rate. 20. Interpreters will be paid for actual scheduled interpreting time with the first job of the day being a two-hour minimum. Interpreter must be available to the State Of Indiana for the two-hour paid time and accept other reasonable jobs during that time period to receive pay. 21. CART and VRI services will be paid per scheduled assignments. 22. Cancellations a. Assignments cancelled more than 48 calendar hours in advance to scheduled time will not be paid. b. Assignments cancelled less than 48 calendar hours will be paid for the full scheduled assignment time. c. Interpreter/CART/VRI provider must remain available to the State Of Indiana during cancelled times or will forfeit payment. i. Interpreter/CART/VRI refusal to accept other appropriate assignments in the same area and time frame will void automatic payment for late cancellation. d. No travel or mileage will be paid if cancelled prior to leaving for assignment or more than three hours prior to assignment time (whichever occurred first) e. Travel and mileage will be paid for late cancellations if interpreter/cart provider has begun traveling to assignment 23. No-Shows interpreter/cart provider must stay at the scheduled assignment for at least 30 minutes prior to declaring a No-Show a. Consumer does not show for scheduled assignment Page 5 of 6

6 i. Interpreter/CART/VRI will be paid for scheduled appointment time up to three no-show appointments for a specific person. Interpreter must notify the coordinating unit; who must notify the appropriate agency within 24 hours. b. Interpreter/CART/VRI must remain available for other State assignments in the same area and time frame c. Interpreter/CART/VRI refusal to accept other appropriate assignments in the same area and time frame will void automatic payment for No-Shows d. Interpreter/CART will be paid travel when 24.a, and b, apply 24. Travel and mileage a. Mileage will be paid for any assignments over 20 miles one-way at the state rate b. Travel time will be paid for 50 miles or more one-way per state approved mileage chart that is used by the state at the time of billing, travel time will be paid at the appropriate interpreter/cart transcriber s level hourly rate not to exceed $35.00 an hour. c. No travel or mileage will be paid if cancelled prior to leaving for assignment or more than three hours prior to assignment time (whichever occurred first) d. Travel and mileage will be paid for late cancellations if interpreter/cart provider has begun traveling to assignment 25. Rounding up assignment time and travel will be rounded up to the nearest quarter of an hour. 26. Miscellaneous a. The State Of Indiana will not pay for down-time b. The State Of Indiana will not pay for employee benefits 27. Coordinating unit will be paid for coordinating service provision based upon the level of interpreter, CART or VRI service provided. 28. Hourly State rates paid for Interpreter certification level: a. Non IIC interpreters (only used with pre-approval from DHHS) - $18.00 b. Provisional - $30.00 c. Grandfathered - $35.00 d. Nationally Certified with NAD IV or with RID CI or CT or IC/TC or NIC or any other single RID certificate - $45.00 e. Nationally Certified with NAD V or RID CI and CT or CSC or NIC Advanced or NIC Master - $50.00 f. Nationally Certified with NAD V or RID CI and CT or CSC with proof of certification for 15 or more years. - $55.00 g. Video Remote Interpreting - $1.00/minute with a minimum of 30 minutes paid per job. h. Non-Certified CART (only used with pre-approval from DHHEI) - $30.00 i. CART (Court Reporting School Certificate) or 180 wpm literary, 225 wpm Q and A or Speech to Text - $50.00 j. CART (NCRA CRR Certified Realtime Reporter or CCP Certified CART Provider)/National Speech to Text - $ Mileage will be paid at the state rate and Travel time will be paid at the appropriate interpreter/cart level hourly rate not to exceed $35.00 per hour. 30. Coordinating unit must submit State required back-up information supporting claims in order for State to process claims. 31. VR Services consumer interpreter services will be paid by means of VR Counselor authorizations for services and are not to be claimed under this contract. Page 6 of 6