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Contract Template <,000
<br />May 2021
<br /> Page 16
<br />REV: 06-16-22 SK
<br />(HSAServiceDesk@smcgov.org) at least a week in advance so that the Clarity log in can
<br />be deactivated on the departure date.
<br />19. Create, update, maintain, and train staff on written policies regarding services
<br />provided; assessment processes; eligibility criteria and screening processes for
<br />services; referral processes; customer service expectations; client grievance
<br />processes; incident reporting; personnel including hiring, training and
<br />supervision/oversight; health and safety including fire and earthquake safety and
<br />evacuation; sanitary handling and safe storage of food; client rights; child and elder
<br />abuse reporting; client confidentiality; and all other areas needed to ensure consistent,
<br />high-quality services. Contractor will review these policies with all staff upon hiring and
<br />on a regular basis and management will establish and implement processes to ensure
<br />ongoing compliance.
<br />20. Participate in County’s site review/contract compliance visits.
<br />21. Provide ongoing staff training to ensure that Contractor staff are knowledgeable and
<br />up to date on the services provided by their agency, other community-based services,
<br />HSA, and other state, local and community agencies. At a minimum Contractor staff
<br />working with clients are expected to participate in at least one client engagement
<br />training (i.e., motivational interviewing); one diversity, equity or inclusion training (i.e.,
<br />cultural competency, unconscious bias); one agency procedural training (i.e., policy
<br />and procedure review); and one safety training (i.e., client safety, workplace safety, or
<br />staff self-care) each year.
<br />22. Have a quality improvement plan utilizing a variety of sources of information and data,
<br />such as data on services and trends, performance measure data, client case reviews,
<br />customer feedback, staff input, stakeholder feedback, reviews of incidents and
<br />grievances, and data on community need. Contractor will establish an ongoing process
<br />for utilizing this data to continually refine and improve services offered, policies and
<br />procedures, and training resources. The quality improvement plan will include:
<br />a) Collaborating with people with lived experience of homelessness, housing
<br />instability, and/or food insecurity. Contractor will establish and maintain structures
<br />to request and receive input from people with lived experience of homelessness,
<br />housing instability and/or food insecurity, including people who have received Core
<br />Service Agency services, to provide programmatic input on Core Service delivery
<br />and client experiences.
<br />b) Equity initiatives. Contractor will review their Core Service data and their overall
<br />agency’s policies and processes using an equity lens, including a focus on race,
<br />ethnicity, and gender identity. This data will be used to inform Core Service
<br />programming at each Core Service Agency. Contractor will also participate in
<br />County or other agency led equity initiatives as they are able to.
<br />23. Develop and implement a schedule of operations. At a minimum, the schedule should
<br />include the hours of 9:00 a.m. to 5:00 p.m., Monday through Friday, with exceptions as
<br />described in 23.b. below. However, if, due to high community need (i.e., for clients who
<br />work and/or attend school), there is a need to shift these regular hours of operation to
<br />accommodate evening and/or weekend times, Contractor may propose a modified
<br />schedule to maximize accessibility in their community. This modified schedule will be
<br />subject to written approval from HSA, and with Contractor’s understanding that having
<br />services available during regular hours of operation (9:00 a.m. to 5:00 p.m., Monday
<br />through Friday) is preferable and will be highly prioritized over modified schedules.
<br />a) Schedule of operations will indicate and be updated, as needed, to reflect the
<br />availability of remote (i.e., phone, email, etc.) vs. in-person services. Each
<br />Contractor’s website will remain current on their hours of operation including any
<br />details related to service delivery access (i.e., remote vs. in-person availability).
<br />Contractor is expected to request from and receive approval in writing by the
<br />County before any changes to their hours of operation are implemented.
<br />(1) Services are expected to be available in person and also by phone - to the
<br />extent possible that services can be provided by phone and with the
<br />ATTY/AGR.2022.153/County of San Mateo (HSA Contract June 2022) (Page 16 of 37)
<br />DocuSign Envelope ID: F5FF63A3-8103-4442-8F5F-F37301405123
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