LANE COUNTY, OREGON SOLICITATION: REQUEST FOR PROPOSALS. Provision of After Hours Call Services

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1 LANE COUNTY, OREGON SOLICITATION: REQUEST FOR PROPOSALS Provision of After Hours Call Services DEPARTMENT: DIVISION: Health & Human Services Community Health Centers of Lane County RESPOND BY: 12:00 p.m. (PDT) on Monday, June 27, 2016 NOTICE/SERVICES: Lane County, through its Community Health Centers of Lane County is seeking proposals for the provision of after-hours telephone messaging, answering and related services for its constituent clinics as listed below: Primary Care: o RiverStone Clinic o Charnelton Community Clinic o Springfield Schools Health Center o Brookside Clinic o Delta Oaks Clinic o Primary Care at Lane County Behavioral Health Behavioral Health o Lane County Behavioral Health A single telephone number is in use for RiverStone Clinic, Charnelton Community Clinic, Springfield Schools Health Center, Brookside Clinic, Delta Oaks Clinic and Primary Care at Lane County Behavioral Health. After-hours call services would be needed Monday through Thursday 6:00 p.m. - 8:00 a.m., Friday 5:00 p.m. through 1

2 Monday 8:00 a.m. and during scheduled holidays and staff meetings which occur during regular business hours. All service times are on Pacific Time. Lane County Behavioral Health (for behavioral health/non-primary care services) utilizes a separate telephone number. After-hours call services would be needed Monday through Thursday 5:00 p.m. - 9:00 a.m., Monday through Friday 12:00 p.m. 1:00 p.m., Friday 5:00 p.m. through Monday 9:00 a.m. and during scheduled holidays and staff meetings which occur during regular business hours. All service times are on Pacific Time. The estimated monthly average number of after-hours calls for all clinic locations is 462. The County reserves the right to withdraw from the solicitation services related to Lane County Behavioral Health (for behavioral health/non-primary care services) and/or to select separate providers for primary care and behavioral health clinic services. SERVICE EXPECTATIONS: Lane County desires to receive proposals from qualified telephone answering service providers for the provision of after-hours call handling from individuals seeking to speak with an after-hours/on-call medical provider. A telephone answering service which provides medical triage of calls and/or utilizes staff that are medically trained is preferred but is not required. It is the expectation of Lane County that the successful respondent will have the ability to provide culturally diverse services, including the ability to receive calls from non- English speaking individuals through the use of bilingual staff or translation services. Further, it is the expectation of Lane County that customer service standards for non- English speaking individuals are equal to those of callers whose primary language is English. It is the expectation of Lane County that the successful respondent will collaborate with the County in the development of a protocol and call script for medical and non-medical calls. Further, it is the expectation of Lane County that the successful respondent will collaborate with the County in the development of a protocol and call script for difficult patients. Due to the nature of calls that may come into Lane County Behavioral Health, it is the expectation of Lane County that the successful respondent will have training and experience in suicide-intervention and trauma-informed care. Further, it is the expectation of Lane County that the successful respondent will have emergency call protocols in place and will have knowledge of and the ability to connect with local first responders, including the CAHOOTS program. 2

3 It is the expectation of Lane County that the successful respondent will be able to identify patients who receive services from both Community Health Centers of Lane County and Lane County Behavioral Health and will be able to communicate this dual patient status to Lane County on-call staff. It is the expectation of Lane County that the successful respondent will provide call documentation in a manner such that it can be used for patient charting and patient follow up purposes. Call documentation should include triage information if applicable. The ability to enter call documentation directly into Lane County s Electronic Health Record system (NextGen) is preferred but is not required. It is the expectation of Lane County that the successful respondent will provide sufficient back-up capability in order to avoid any interruption in after-hours call services in the event of provider equipment failure or other unforeseen circumstance. It is the expectation of Lane County that the successful respondent will, on at least a monthly basis, report required data elements which can be negotiated at the time of contract award. Examples of possible data elements include call volume, average speed to answer calls and number of calls from non-english speaking individuals. Further, it is the expectation of Lane County that the successful respondent will utilize a method for collecting and reporting on patient satisfaction with call services. It is the expectation of Lane County that the successful respondent will contribute to a collaborative relationship with the County and will communicate all questions/concerns to designated County staff in a timely manner. It is the expectation of Lane County that the successful respondent will perform all work under the awarded contract. Subcontracting by the respondent will not be allowed. FUNDING: The term of the awarded contract arising from this solicitation is anticipated to be October 1, 2016 through June 30, The contract would be eligible for renewal on an annual basis for up to an additional 5 years based on funding availability and contractor performance. REQUIREMENTS: 1. A statement of interest in the provision of after-hours telephone messaging, answering and related services for Lane County. 2. A statement of willingness to enter into a contract with Lane County, if awarded (see enclosed standard contract conditions). 3

4 3. A detailed statement of the work to be performed, including the provision of medical call triage if applicable. 4. A detailed statement of experience in providing the services proposed as well as experience in providing services for primary care and/or behavioral health entities. 5. A detailed statement of the qualifications of staff who would be assigned to the contract with Lane County if awarded. 6. A detailed statement of the ability to provide culturally diverse services, including the ability to receive calls from non-english speaking individuals. 7. A detailed statement of the proposed collaboration with Lane County for the development of a protocol and call script for medical, non-medical calls and difficult patients. Please provide examples of currently utilized protocols and call scripts. 8. A detailed statement of training and experience in suicide-intervention and trauma-informed care. 9. A detailed statement of emergency call protocols as well as knowledge of and the ability to connect with local first responders, including the CAHOOTS program. 10. A detailed statement of the ability to identify patients who receive services from both Community Health Centers of Lane County and Lane County Behavioral Health and the ability to communicate this dual patient status to Lane County oncall staff. 11. A detailed statement of call documentation processes, including triage documentation if applicable. A statement verifying if call documentation could be directly entered into Lane County s Electronic Health Record system. 12. A detailed statement of back-up capability in order to avoid any interruption in after-hours call services. 13. A detailed statement of the ability to report negotiated data elements, which shall include patient satisfaction with call services. Please provide examples of currently utilized reporting formats. 14. A detailed statement on call handling training and quality control monitoring and systems. 4

5 15. A detailed cost proposal which shall, at minimum, include information related to fees associated with implementation of the service, a fixed base monthly call handling charge and the number of calls or minutes covered by that fixed base charge, a per call or per minute charge for calls or minutes that exceed the fixed base monthly charge and any additional recurring charges that may be required or anticipated based on Lane County s specifications. 16. A detailed schedule for implementation which, at minimum, shall include respondent system set up to accommodate Lane County s after-hours telephone messaging, Lane County system set up, training of respondent staff and training of Lane County staff. 17. At least two (2) references for entities receiving similar services as those being proposed. References of primary care and/or behavioral health entities from Lane County are preferred. Please provide individual contact names and addresses so that Lane County may contact the references directly. 18. A detailed statement providing any other information believed to be relevant or useful for Lane County in its selection of an after-hours call service provider. PROPOSER STATEMENT AND CERTIFICATIONS DOCUMENT: In addition to the proposal, the respondent must also complete, sign and submit the enclosed proposer statement and certifications document. GENERAL INFORMATION: A. Qualified Providers must meet all applicable Oregon Administrative Rules and license requirements. B. The County may issue an addendum to modify or add to the terms of the Request, or to change the time or date for submissions. Any addendum will be issued by the County in writing. Each respondent is responsible to verify for itself if any addendum has been issued prior to a submission. C. The department retains the right to reject any proposal not in compliance with the Request or all prescribed Request procedures and requirements and may, for good cause, reject any or all proposals when it is in the public interest to do so. The department further retains the right to request additional information from any respondent during the evaluation process to clarify the respondent s response to any requirement. D. If this Request receives a single proposal, Lane County reserves the right to consider the request process completed. 5

6 E. Any contract awarded under this solicitation will be subject to the enclosed standard contract conditions, including termination by written agreement, unless it is determined that it is in the best interest of Lane County to secure services through invoice or other payment method. Respondents must provide a current W-9 at the time of contracting/prior to invoice. F. Any contract awarded under this solicitation will be subject to the following insurance limits unless expressly waived by Lane County: a. General Liability-$2 million per occurrence, $4 million aggregate b. Auto Liability-$2 million c. Professional Liability-$1 million per occurrence d. Workers Compensation (if applicable)-$500,000 (All liability insurance requires the following Additional Insured Endorsement: Lane County and its divisions, its commissioners, officers, agents and employees as additional insureds. The additional insureds must be named as an additional insured by separate endorsement, and the policy must be endorsed to show cancellation notices to the Lane County department who originated the contract.) RESPONSE: Proposals must be received by 12:00 p.m. (PDT) on Monday, June 27, Proposals may be submitted to: Kendra Anderson Health & Human Services/Administration 151 W. 7th. Avenue, Room 520 Eugene, OR Electronic submissions are permitted and encouraged. Electronic submissions should also be received by 12:00 p.m. (PDT) on Monday, June 27, Please submit to kendra.anderson@co.lane.or.us. Appropriate accommodations can be made upon notice of individuals with disabilities who wish to respond. EVALUATION: 1. The written proposal and cost quotation will be evaluated by representatives of Lane County. Evaluation will be based on the respondent whose will best serve the interests of the County, taking into account cost as well as considerations including, but not limited to experience, expertise, product functionality, suitability for a particular purpose and contractor responsibility. 6

7 2. Written proposal and cost quotation must include all documentation to be considered. 3. The department retains the right to reject any proposal not in compliance with the Request or all prescribed Request procedures and requirements and may, for good cause, reject any or all proposals when it is in the public interest to do so. The department further retains the right to request additional information from any respondent during the evaluation process to clarify the respondent s response to any requirement. 4. The department retains the right to invite the top two scoring respondents to participate in vendor demonstrations. 5. If this Request receives a single proposal, Lane County reserves the right to consider the request process completed. PROTEST: A respondent that submitted a responsive bid, or a competitive quote for a contract greater than $50,000 in value, may protest the award of a contract based on the bids received for that contract. Any protest must be received by the County within seven 7 days of the date of the notice of intent to award or, if no notice of award is given, of the date of actual award. Protests of award or intent to award will be considered by the LCRB, if the Board's action were required to award the contract. All other protests of intent of award will be considered by the County Administrator, or the Administrator's designee. (1) Requirements for protest. (a) A protest of award of a public improvement contract must specify the applicable grounds for protest set forth in OAR (4)(c), which is hereby adopted into this rule. (b) All other protests of award must be in writing and specify the applicable grounds for the protest as set forth in ORS 279B.410(1). (c) Any protest not in compliance with these rules may be rejected. (2) Review and determination. (a) Contracts Requiring Board Action to Award. If the public officer determines there is sufficient merit to reject bids, the public officer may do so. If, following any action by the public officer, any portion of the protest remains, the LCRB must be provided with, and may consider, a complete copy of the written record, and any other evidence provided, at a public meeting. The LCRB may affirm, reverse, or revise an award, or may send the matter back to the Department for further action, and must issue its decision by Board Order. 7

8 (b) Contracts Not Requiring Board Action to Award. The County Administrator has authority to reject bids, or to affirm, reverse, or revise the award, or send the matter back to the department for further action. The Administrator must deliver this decision to the LCRB. If, within seven 7 days, the LCRB elects to review the matter, the LCRB must be provided with and may consider a complete copy of the written record, and any other evidence provided, at a public meeting. The LCRB may affirm, reverse, or revise an award, or may send the matter back to the Department for further action, and must issue its decision by Board Order. If the LCRB does not elect to review the matter within seven 7 days, the Administrator's decision will be final. (3) The procedures in this rule are mandatory to the extent they establish the time and manner for protests to be submitted to the County, including that the protest be in writing specifying the grounds and timely filed, and that there be a written response. The other protest procedures above are directory, and failure to follow or complete the action in the manner provided will not invalidate the County s decision. 8