Agmt16 County of San Mateo - FOCC I & R

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B. Performance Reporting County shall have the option to modify performance measures, goals and targets by written notice. County shall notify Contractor in advance of any modifications. Measure Percent of individuals who request and receive food. (Of all individuals who request food, what percentage receive food, food program enrollment, or referral for food.) Data Quality • City • Zip **Overall customer/client satisfaction. Percent of customer survey respondents rating services as good or better. ***For clients who receive financial assistance, percent of those contacted who remain housed six months after assistance. FY 16-17 Target FY 17-18 Target FY 18-19 Target 99% 99% 99% Less than 10% Less than 7% Less than 7% missing/other missing/other missing/other 80% 80% 80% 80% 80% 80% ** The customer service measure will be reported on asemi-annual basis in the 2ntl and fourth quarters. Methodology and structure of survey is of Contractor design. *** The survey of clients/participants who remain housed after six months will be reported on a quarterly basis. Quarterly reporting is due by the 20th day following the last day of the quarter. A year-end report will be submitted to include information of services provided throughout the fiscal year. The year-end report is due July 20 and will be considered the 4th quarter report. Contractor will agree to and participate in Site Review/Contract Compliance Visits with HSA designated staff. Visits will occur at least once per year, with increased frequency if areas for improvement arise. County may request additional data from contractor and/or retrieve reports from Clarity to understand client requests and services being provided. All reports shall be submitted by email to Beth Falls at bfalls(asmcaov.ora l emplw, Vn A.Q.,, db. 2916 Page 21 ATTY/AGR/2016.321/AGREEMENT BETWEEN SAN MATEO COUNTY AND FAIR OAKS COMMUNITY CENTER REV: 11-18-16 JS Page 21 of 25