A D D E N D U M # 2 August 24, 2016

Transcription

1 A D D E N D U M # 2 August 24, 2016 Address all questions to: Christy Tran, Sr. Procurement Analyst Multnomah County Central Purchasing 501 SE Hawthorne Blvd., Suite 125 Portland, OR Christy.tran@multco.us RFP NO: TITLE: After Hours Call Center CLOSING DATE: August 29, 2016 / NOT LATER THAN 4:00 p.m. This Addendum is issued to the above referenced Request for Proposals (RFP) to make the following changes, additions, deletions, and/or clarifications: 1. Change Page 13, Section 2.7.3, Service Requirements Quality Assurance Change: Section Service Monitoring change to Section Service Monitoring. 2. Clarification Page 13, Section 2.7.4, Technology Regarding the web-based client alert system to recognize high-risk clients and computerized data system detailing caller history, will Multnomah County provide the selected contractor with access to patient records or prior caller histories to pre-populate the alert system and data system? What information is needed for documenting the caller histories (ex: date, time, result of each prior call)? Response: Multnomah County will not provide the selected contractor with access to patient records. The Client Alert Form used by County staff is designed to include the information that the Call Center and our contracted consultants need in order to assist the client. The current Call Center contractor provides access to a web-based kb2 RFP After Hours Call Center - Addendum 2 Page 1 of 8

2 Client Alert system. The County HelpLine staff logs onto this system to enter Client Alerts during regular business hours. The following documents provide information regarding Client Alert FAQs, System Procedures and sample form. These documents are attached as: 1) Addendum 2 - Attachment 1 (Client Alert FAQs) 2) Addendum 2 - Attachment 2 (Client Alert System Procedure) 3) Addendum 2 - Attachment 3 (Client Alert Form) Most client alerts are about short-term situations. Transition information will be discussed in contract negotiations with the selected provider. Basic information for documenting caller histories would include name, demographic information, date, time, call outcome. 3. Clarification Page 13, Section 2.7.4, Technology Please provide details on the requirement to export and filter key data in demographic data for ADSD reporting requirements. Specifically, what demographic data is required? Can you provide a sample report? Response: The basic demographic information that the HelpLine records for daytime calls is: Gender: Male, Female, Declined to State Date of Birth (can put Declined to State ) Race: White, American Indian or Alaska Native, Asian, Black or African American, Native Hawaiian/Other Pacific Islander, Other, Multiple, Unknown, Declined to State Ethnicity: Hispanic or Latino, Non-Hispanic or Latino, Unknown, Declined to State Veteran status: Child, No, Spouse, Veteran, Declined to State County: All Counties in Oregon listed as options Functionally impaired (if self reported): Physical Disability, Dementia/Alzheimer s, Mental Health/Illness, Vision, Hearing, TBI, ID/DD, Emotional, Other Cognitive Impairment, None, Other (with text field) Reporting of demographic information is a new requirement, and specifics may be addressed in contract negotiations. The Public Guardian program does not need demographic data on callers. 4. Clarification Page 13, Section 2.7.4, Technology Would you please provide more specifics on requirements for a webbased client alert system to recognize high-risk clients that need specialized intervention? kb2 RFP After Hours Call Center - Addendum 2 Page 2 of 8

3 Response: The current Client Alert System is a web-based system maintained by the current Call Center contractor. Refer to #1 Clarification. The system is used to alert Call Center staff of situations that require specialized intervention. In many cases the Call Center will need to contact the ADVSD After Hours Consultant (for HelpLine calls) or the on-call Public Guardian (for Public Guardian calls). Paging criteria for each phone line will be provided by ADVSD. 5. Clarification Page 13, Section 2.7.4, Technology 6. Clarification General Would you please provide some specifics on HIPAA requirements as applicable to a Business Associate of Multnomah County, particularly related to electronic transmission of caller-specific records? Response: The HIPAA requirements are shown in Attachment H-1 in the Sample Contract (Refer to page 51 of the RFP). We expect the selected provider to be able to send and receive secure s and provide a secure web-based Client Alert system. Please name the vendor(s) currently providing the call center services. Please also disclose the length of the contracting relationship and the annual contract value(s). Response: The current vendor is ProtoCall Services, Inc. The length of the contract is for five-year contract from January 1, December 31, Total maximum contract value is $355, c: C. Frost, L. Hoelter C. Tran, J. Punches File kb2 RFP After Hours Call Center - Addendum 2 Page 3 of 8

4 Addendum 2 - Attachment 1 Client Alert FAQs: What is the purpose of a client alert? It allows After-Hours Consultants and ProtoCall (After-Hours Call Center) to continue with the daytime case management care plans, and provides information of possible risks and special instructions on dealing with your client s situation. When do I submit a client alert? Submit a client alert whenever you want to communicate with After-Hours Consultants and ProtoCall about a client who may need assistance, risk assessment, who is likely to call the Helpline after hours, or may need extra assistance after hours. Here's a screen shot from the form, listing some of these possible reasons: What is the role of the After-Hours Consultant? After-Hours Consultants are contractors, whose primary role is to help develop a safety plan after hours. They are not: ADS staff, APS workers, mental health clinicians, or community health nurses. They are able to assess and monitor situations, but they are not a replacement for medical personnel or mental health services. Please be mindful of their role, and do not request assistance that goes beyond their scope of work. Why do I have to call the client alert line AND submit an alert? When you call the client alert line, you will leave a voic (reading your client alert that you just ed). Your voic alerts the After-Hours Consultant, helping make your client alert a priority, and can also serve as a back-up in case there is a network problem (ie: is down). Also, with just one After-Hours Consultant serving the entire county each night/weekend, they do not always have quick access to . Why isn t the client alert line phone number listed on the public web site with the other client alert information? The client alert line is an internal line for county and district center staff only; it is not intended for the general public. Check with your supervisor, or call the Helpline ( ) M-F, 8am 5pm, if you cannot remember the client alert phone number (and we will provide that for you). Please consider programming the client alert number into your cell phone or add a memo to your desktop kb2 RFP After Hours Call Center - Addendum 2 Page 4 of 8

5 ADS Client Alert System Procedure Addendum 2 Attachment 2 The client alert system allows ADS and District Center staff to communicate with the afterhours on-call workers and ProtoCall, our after-hours telephone triage contractor. After Hours includes the period between 5pm 8am on weekdays and all hours on weekends and holidays. A client alert serves several purposes: It enables after-hours on-call workers and ProtoCall to continue with your daytime case management care plans. It informs the after-hours on-call workers and ProtoCall of possible risks in dealing with the client. It provides basic information and instruction on how to deal with your client s situation. It provides after-hours on-call workers and ProtoCall important feedback and direction to a case they recently staffed after hours. Why submit a client alert? Your client is at risk and: needs a risk assessment after hours. may need urgent intervention after hours. there has been a significant change in their care plan that may need to take place after hours. may need extra assistance after hours. Two steps to submitting a client alert: Locate the Confidential Client Alert Form on the ADS Provider page. From locate the ADS page under the Health tab. Click on the Providers link on the left side of the page. Click on Community Services under Table of Contents for Providers Documents. The Client Alert Form is the third item listed under Community Services. Helpline recommends bookmarking this page for future reference to make find the form easier next time. When you click on the Client Alert Form, you will be asked to open or save. Save this form on your PC. Complete the form (see tips on filling out the form) and save to your PC as with the Client s last name and the date. Then send the file as an attachment to dchs.client.contact@multco.us. Note: ADS District Center partners should send the form securely through Tumbleweed. Helpline staff will input the alert into ProtoCall s database. Call the Client Alert line. Leave a message that you submitted a client alert and briefly describe situation and plan of action. Once your message is left, the on-call workers will be paged. This is especially important if you are requesting a risk assessment. The Client Alert line is a confidential line for internal use only. If you do not know the number, call the Helpline at for assistance kb2 RFP After Hours Call Center - Addendum 2 Page 5 of 8

6 Where do I find the client alert form, and how do I send it? You can find the client alert form, instructions/procedures, and FAQs on Multnomah County s public web page at You will need to save a copy to your desktop (word document), fill out the form, and then attach it to your . The client alert address is on the form. Why are there different instructions for the Call Center (ProtoCall) and After-Hours Consultants? ProtoCall is our afterhours call center. They screen and triage our calls 5pm to 8am weekdays, and all day/night on weekends and holidays. ProtoCall will page the After-Hours Consultant if the client's issue meets paging criteria. ProtoCall does not provide direct services to your client (ie: cannot place your client, cannot do a home visit, does not place calls to you clients, etc.). After-Hours Consultants are the ones who provide direct service to our clients. It is helpful if your instructions are tailored for these two different groups. The client alert form allows you to hover over the descriptions and instructions for these reminders/definitions (see screen shot): What helpful hints can you offer? Your instructions should be as specific as possible (ie: 'do not voucher'). Cutting and pasting long narratives from OR Access is not helpful. Do no not use acronyms, as ProtoCall and the After-Hours Consultants do not know our jargon. Listing your client's emergency contacts is very helpful (ie: names and phone numbers of client's family member who is aware of situation, doctor or counselor if applicable, etc.). What if I still have questions? The Aging and Disability Services Helpline staff can assist you during regular business hours at kb2 RFP After Hours Call Center - Addendum 2 Page 6 of 8

7 Addendum 2 - Attachment 3 Aging, Disability, & Veterans Services CLIENT ALERT FORM (revised ) SENDER INFORMATION: Sender s (your) name: Sender s (your) Sender s (your) phone number: Your Department/Program: Click here to choose one Yes No *If No, please fill out the next section: Are you the client s case manager? CLIENT S CASE MANAGER (if different from Sender): Case Manager Name: Case Manager s department/program: Click here to choose one Case Manager s direct phone number: THIS CLIENT ALERT IS EFFECTIVE FROM: Submission Date: Click here to enter a date. Deletion Date: Click here to enter a date. CLIENT INFORMATION: Full Legal Name: (First, Middle initial if known, Last) Date of Birth: VETERAN STATUS: Has the client served in the military? (yes, no, or unknown): Is the client a surviving spouse of someone who has served in the military? (yes, no, or unknown): CLIENT ADDRESS: Building/Facility Name (if applicable): Street Address: Apt. or Unit #: City: State: OR Zip: Primary phone: Additional Phones/Contacts (specify cell, emergency contact, facility, etc.): REASON FOR ALERT (check at least one, and all that apply) : Client is suicidal Client is homicidal/violent Client demographics needed Specific intervention needed FYI: Client status report To update prior alert kb2 Client is special program Provide referral/appt. info Client is a frequent caller Limit number of calls Limit call duration RFP After Hours Call Center - Addendum 2 Page 7 of 8

8 (**Hover the cursor over descriptions for reminders/instructions**) SITUATION DESCRIPTION: CALL CENTER INSTRUCTIONS: AFTER HOURS ON-CALL CONSULTANT INSTRUCTIONS: How to submit (you must complete BOTH steps below): 1. Save this form as a Word document (not scanned, not faxed), and to: dchs.client.contact@multco.us ~AND~ 2. Call the Client Alert Line phone number (if you do not know this number, check with your supervisor, or call the Helpline at ). If you leave fields blank, or if the instructions are not clear, we cannot submit this client alert. We will contact you/your supervisor for immediate clarification as-needed. Thus, please do not leave out necessary information, as this only prevents us from providing the most appropriate after-hours services to your case managed client! kb2 RFP After Hours Call Center - Addendum 2 Page 8 of 8