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Page 11 of 12 <br />ATTY/AGR/2016.128/ COUNTY OF SAN MATEO <br />REV: 06-17-16 FF <br />All agencies Change Requests (CR) will be evaluated by an HSA Change Control Committee. <br />Paym ent shall be made by the requesting agency to HSA for the cost of all Change Requests <br />(CRs) unique to that agency and for non-core or non-HMIS standard programs. <br /> <br />User Support <br /> <br />If a Core Service Agency or Homeless Service Provider experiences any technical difficulty <br />with the syst em, they wi ll follow the official Support Document and its process. If an <br />authorized user separates from employment with a Core Service Agency or Homeless Service <br />Provider, notification must be made via a support ticket to the HSA Services desk as per the <br />support process. The ticket shall request termination of the user’s rights within 24 hours of an <br />employee leaving employment to terminate access to the Clarity account. The license will be <br />held for the agency for 90 days, and if not reassigned by that agency, will be reassigned to an <br />agency that has an active user. The Requesting Agency will be notified prior to deactivation of <br />the license and the agency will have 5 business days to respond with a request if the license is to <br />be continued. <br /> <br />If a new program is introduced by the County and the County contracts with the Core Service <br />Agencies and Homeless Service Providers to provide additional services, that program, its <br />eligibility criteria and performance reporting will be added to the Clarity system by filing a <br />Change Request and submitting that to the HSA Service Desk. <br /> <br />Contractor/Service Provider Agreement <br /> <br />The County Core Service Agencies and SMC Homeless Service Providers are now a cohesive <br />client- centric, unified, secure and private network with the joint mission of serving San Mateo <br />County resi dents who are in need of safety net and shelter services. <br /> <br />The County’s secure and private network will be used for accessing the Clarity system. A <br />Master Client List, a Master Program and Services List, and unified business architecture enable <br />the same client to obtain services and shelter anywhere in the County. This will allow clients to <br />be referred between Core Service Agencies and County shelters and it will eliminate the need <br />for a client to repeat his or her credentials and circumstances between agencies that are part of <br />this Agreement. <br /> <br />The Core Service Agencies and County Homeless Service Providers agree to train their staff and <br />to establish internal processes and procedures to ensure all staff and volunteers safeguard <br />clients’ confidentiality and privacy. It is understood that accessing the Clarity’s secure, private <br />and confidential network is for the sole purpose of serving clients. All authorized individuals <br />accessing the Clarity network of Core Service Agencies and Shelters must have a legitimate <br />business reason when searching and accessing information. All activity is logged and monitored <br />6.1.G. - Page 13