Agda Pkt 2025.06.09 Joint SA PFA

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Page 24 iv. Conduct quality improvement activities utilizing a variety of sources of information and data, including input from people with lived experience of homelessness, housing instability, and/or food insecurity; data on services and trends; performance measure data; client case reviews; customer feedback; staff input; stakeholder feedback; reviews of incidents and grievances; and data on community needs. v. p.m., Monday through Friday, with exceptions for holidays and other, limited planned closure dates. However, if, due to high community need, there is an interest in shifting these regular hours of operations to accommodate evening and/or weekend times, contractor may propose a modified schedule to maximize accessibility in their community. Any modification to the services hours of 9:00 a.m. 5:00 p.m. Monday through Friday would need to be approved in writing by HSA. If the Contractor would like to request a modification of these hours, they would submit a request to HSA that would include their requested changes and how residents would access urgent services during that time. In the event that a Contractor has a closure (e.g., for a scheduled all-staff training) on a non-County holiday, the Contractor will collaborate with a neighboring Core Service Agency to ensure access to emergency and safety net services during regular hours of operation. vi. Maintain one or more office location(s) where the contracted services are provided, which is accessible to people with limited mobility and appropriate office configuration. The location where the services are being provided will be located within the contracted service area and in a location that is accessible to clients who utilize public transportation, or, in Service Areas where public transportation is significantly limited or unavailable, other government-contracted transportation services. Any space that requires a client to share personal information will be configured in a way to ensure privacy, including the reception area and spaces where staff meet with clients. Contractor will post signage identifying itself a Core Service Agency in partnership with the County of San Mateo at office locations providing Core identify as a Core Service Agency that works in partnership with and is partially funded by the County of San Mateo. Contractor will display a County- approved logo and County-provided sign in the office where Core Services are provided. vii. Maintain and update a program operating manual detailing policies and procedures for Core Services. The manual must be submitted to HSA for review and approval prior to disbursement of funding under this contract. Tier 2: Information and Referrals Contractor will assist clients by providing information and referrals to resources in the community in the following ways. services during that time. In the event that a Contractor has a closure (e.g., services during that time. In the event that a Contractor has a closure (e.g., for a scheduled allfor a scheduled all-staff training) on a nonstaff training) on a non--County holiday, the Contractor will County holiday, the Contractor will collaborate with a neighboring Core Service Agency to ensure access to collaborate with a neighboring Core Service Agency to ensure access to ATTY/AGR/2025.134/ CORE SERVICE AGENCY CONTRACT (SMC AND RWC) REV: 06-04-25 VR Page 24 of 48 6.L. - Page 27 of 51 124