RFP-2027-OCOM-03-COMMU: Communication Access Scheduled Signed Language Interpreting Services

New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
The final Scope of Services is subject to modification based on the proposal submitted
by the selected Vendor
Scope of Services
1. Statement of Work
1.1. The Contractor must provide Scheduled Signed Language Interpretation
Services, Communication Access Real-Time Translation (CART), and
Scheduled Reader Services for individuals who are deaf, have hearing loss,
have a disability that impacts their communication, or individuals who have a
disability that impacts their ability to read documents.
1.2. The Contractor must ensure services are available statewide.
1.3. The Contractor must ensure that services are available twenty-four (24) hours
a day, seven (7) days per week, as follows:
1.3.1. The Contractor must ensure that services are available during the
Department's regular business hours of Monday through Friday, 8:00
AM to 5:00 PM Eastern Standard Time.
1.3.2. The Contractor must provide spoken language services during after-
hours and weekends, as needed and requested by the Department,
to accommodate urgent or time-sensitive requests.
1.4. The Contractor must provide scheduled accessibility services that include:
1.4.1. Scheduled signed language interpretation services provided on-site,
in the community, and via virtual meeting platforms for individuals who
are deaf or have hearing loss.
1.4.2. Scheduled communication access real-time translation (CART)
services to be provided on-site, in the community and via virtual
meeting platforms for individuals who have a disability that impacts
their communication.
1.4.3. Scheduled reader services to be provided on-site, in the community
and via virtual meeting platforms for individuals who have a disability
that impacts their communication.
1.4.4. Scheduled reader services to be provided on-site, in the community,
over the phone and via virtual meeting platforms for individuals who
have a disability that impacts their ability to read documents.
1.5. The Contractor must respond to regular service requests within forty-eight (48)
hours or longer for non-urgent needs and as agreed upon with the Department.
1.6. The Contractor must respond to emergent service requests with less than forty-
eight (48) hours advance notice, as requested by the Department.
1.7. The Contractor must fulfill all workday requests submitted by the Department
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
or provide a mutually agreed upon alternative. This requirement applies to
requests submitted at least ten (10) calendar days in advance of the requested
service date.
1.8. The Contractor must ensure accessibility services include American Sign
Language (ASL) Interpreters, Certified Deaf Interpreters (CDI), Oral
Interpreters, DeafBlind Tactile Interpreters, Communication Access Real-Time
Services, and Readers.
1.9. The Contractor must ensure accessibility services are available in multiple
settings, including:
1.9.1. District offices, satellite offices, institutions, and other centralized
locations throughout the State.
1.9.2. In the community, such as clients' homes.
1.9.3. Public meeting venues.
1.10. The Contractor must retain qualitied ASL Interpreters who are licensed by the
NH Interpreter licensure Board and approved under the NH Department of
Education (DOE), under RSA 326-I, Interpreters for the Deaf, DeafBlind, and
Hard of Hearing, and meet the following minimum requirements:
1.10.1. Demonstrate linguistic competency and proficiency in both English
and ASL, with the ability to accurately and fluently relay information in
both languages. Interpreters must also exhibit cultural sensitivity and
awareness when assisting individuals with ASL.
1.10.2. Understand interpreter ethics and client confidentiality standards and
abide by the applicable professional code of conduct.
1.11. Site-Specific Dedicated Interpreters
1.11.1. The Contractor must retain site-specific dedicated ASL interpreters at
designated high-volume District Offices for scheduled blocks of time
during the Department's workday hours.
1.11.2. The Contractor must respond to emergent, unplanned requests for
interpretation services with less than forty-eight (48) hours advance
notice, which includes but is not limited to:
1.11.2.1. Protective service cases managed by the Bureau of Adult
and Aging services (BAAS) and the Division for Children,
Youth and Families (DCYF).
1.11.2.2. Service needs at 24/7 facilities such as New Hampshire
Hospital, Sununu Youth Services Center, and Glencliff
Home
1.11.2.3. Interpretation support during public health emergencies.
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
1.11.2.4. Department public broadcasts and emergency
communications.
1.11.3. The Contractor must provide and maintain a current list of available
interpreters and/or translators to the Department on a quarterly basis.
1.11.4. The Contractor must ensure that any foreseeable interpreter
absences are coordinated with the Department, and that alternative
interpreters are made available for the given period.
1.11.5. The Contractor must provide a centralized appointment scheduling
system, preferably accessible via a secured web-based portal, which
must align with Appendix H - IT Requirements Workbook. The system
must support the following functions:
1.11.5.1. Maintain and preserve electronic retrievable individual
records relating to each service encounter.
1.11.5.2. Link each service encounter or transaction to the
scheduling system, enabling both the Contractor and the
Department to analyze service utilization.
1.11.5.3. Provide the Department authorized users with free
access to the scheduling portal and associated reporting
tools.
1.11.5.4. Ensure the portal and database are hosted on secure
platforms that protect the privacy rights and confidentiality
of individuals serviced under the resulting agreement. All
data must be maintained in compliance with applicable
confidentiality standards. Access to confidential
information must be restricted to staff with a legitimate
need to know to perform their job duties.
1.12. The Contractor must create or update informational materials and instructions
to support Department staff with submitting requests for services, accessing
user accounts and platforms, and utilizing services such as:
1.12.1. Instructional guides.
1.12.2. Training handouts.
1.12.3. Service use manuals.
1.12.4. FAQs or quick-start guides.
1.13. The Contractor must designate a single point of contact who is responsible for
all services resulting from this solicitation and is able to address all questions
and concerns as they arise.
1.14. The Contractor must respond to all communications, including email and
telephone, within three (3) business days.
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
1.15. The Contractor must collaborate with Department staff to ensure that the
Department's language and communication access needs are effectively met
across all program areas, which includes:
1.15.1. Performing quality assurance activities.
1.15.2. Participating in virtual or in-person regular meetings with the
Department upon request to review progress towards performance
measures and overall program goals. Meetings will be held monthly
for the first six (6) months of the project period. Thereafter, in-person
meetings will occur supplemented by monthly virtual check-ins via
telephone or video conference, and regular email and telephonic
communication, as needed.
1.15.3. Participating in meetings with cross-Department representatives as
well as external stakeholders, as needed.
1.15.4. Notifying the Department immediately if any scheduling issues or
conflicts arise and working to find a mutually agreeable solution.
1.15.5. Developing and providing regular data and reports that identify
statewide trends and needs of services provided statewide.
1.15.6. Responding to annual assessments and feedback from divisions
within the Department to meet communication needs statewide.
1.15.7. Modifying the proposed service delivery model, as needed, based on
performance data and stakeholder input to support continuous quality
improvement.
1.16. The Contractor must maintain and keep detailed records of all language and
communication access services provided on behalf of the Department for
quality assurance and utilization review. The Department will provide electronic
tracking templates to identify the program area serviced and the service
modality for each client interaction by language and location.
1.17. Notwithstanding Paragraphs 8 and 9 of the General Provisions of the resulting
agreement, the Contractor must communicate any challenges related to the
Scope of Services described in this Agreement in a timely manner to the
Department and be available to meet as requested by the Department to:
1.17.1. Review performance;
1.17.2. Discuss current caseload and needed supports and services; and
1.17.3. Identify and address challenges and barriers to providing services.
1.18. The Contractor must provide information to Department staff about the services
available through the resulting agreement, as well as the specific processes
and procedures that will be used for accessing those services.
1.19. Client Satisfaction Surveys, Grievance and Appeals Process
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
1.19.1. The Contractor must conduct client satisfaction surveys to measure
customer satisfaction.
1.19.2. The Contractor must establish a grievance and appeals process to
address client complaints and concerns.
1.19.3. The Contractor must report any customer concerns or complaints to
the Department within three (3) business days.
1.20. The Contractor may be required to participate in on-site reviews conducted by
the Department on a quarterly basis, or as otherwise requested by the
Department.
1.21. The Contractor may be required to facilitate reviews of files conducted by the
Department on a quarterly basis, or as otherwise requested by the Department.
1.22. The Contractor may be required to ensure staff participate in annual training as
required by the Department.
1.23. The Contractor must comply with all requirements included in Appendix H - IT
Requirements Workbook.
1.24. Reporting
1.24.1. The Contractor must submit progress reports to the Department
quarterly, in a report format provided by the Department, which
include, but are not limited to:
1.24.1.1. Project outcomes.
1.24.1.2. Benchmarks reached.
1.24.1.3. Barriers to reaching benchmarks.
1.24.1.4. Solutions to barriers experienced in the previous quarter
Performance Measures.
1.24.2. The Contractor must provide key data in a format and at a frequency
specified by the Department for the following performance measures:
1.24.2.1. Client Satisfaction: At least ninety-five percent (95%) of
individuals served must report satisfaction with language
and communication access services, indicating their
communication access needs were met. The Contractor
must survey twenty-five percent (25%) of the individuals
served during each reporting period.
1.24.2.2. Staff Satisfaction: At least ninety-five percent (95%) of
Department staff utilizing interpretation services must
report satisfaction, confirming that they were able to
appropriately serve individuals with language and/or
communication access needs. The Contractor must
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
survey a minimum of twenty-five percent (25%) of
participating staff during each reporting period.
1.24.3. The Contractor must report Performance Measures data to the
Department every six (6) months or as otherwise requested by the
Department.
1.24.4. The Contractor must meet or exceed their proposed goals for the
required Performance Measures. If the Contractor does not meet or
exceed their goals, the Contractor must submit a Performance
Measure Improvement Plan for each unmet Performance Measure,
every six (6) months or as otherwise requested by the Department.
1.24.5. The Department may collect other key data and metrics from the
Contractor, including client-level demographic, performance, and
service data.
1.25. Background Checks
1.25.1. Prior to permitting any individual to provide services under this
Agreement, the Contractor must ensure that said individual has
undergone:
1.25.1.1. A criminal background check, at the Contractor's
expense, and has no convictions for crimes that represent
evidence of behavior that could endanger individuals
served under this Agreement;
1.25.1.2. A name search of the Department's Bureau of Adult and
Aging Services (BAAS) State Registry, pursuant to RSA
161-F:49, with results indicating no evidence of behavior
that could endanger individuals served under this
Agreement; and
1.25.1.3. A name search of the Department's Division for Children,
Youth and Families (DCYF) Central Registry pursuant to
RSA 169-C:35, with results indicating no evidence of
behavior that could endanger individuals served under
this Agreement.
1.26. Confidential Data
1.26.1. The Contractor must meet all information security and privacy
requirements as set by the Department and in accordance with the
Department's Information Security Requirements Exhibit as
referenced below.
1.26.2. The Contractor must ensure any individuals involved in delivering
services through this Agreement contract sign an attestation agreeing
to access, view, store, and discuss Confidential Data in accordance
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
with federal and state laws and regulations and the Department's
Information Security Requirements Exhibit. The Contractor must
ensure said individuals have a justifiable business need to access
confidential data. The Contractor must provide attestations upon
Department request.
1.27. Privacy Impact Assessment
1.27.1. Upon request, the Contractor must allow and assist the Department
in conducting a Privacy Impact Assessment (PIA) of its
system(s)/application(s)/web portal(s)/website(s) or Department
system(s)/application(s)/web portal(s)/website(s) hosted by the
Contractor, if Personally Identifiable Information (PII) is collected,
used, accessed, shared, or stored. To conduct the PIA the Contractor
must provide the Department access to applicable systems and
documentation sufficient to allow the Department to assess, at
minimum, the following:
1.27.1.1. How PII is gathered and stored;
1.27.1.2. Who will have access to PII;
1.27.1.3. How PII will be used in the system;
1.27.1.4. How individual consent will be achieved and revoked;
and
1.27.1.5. Privacy practices.
1.27.2. The Department may conduct follow-up PIAs in the event there are
either significant process changes or new technologies impacting the
collection, processing or storage of PII.
1.28. Department Owned Devices, Systems and Network Usage
1.28.1. If Contractor End Users, defined in the Department's Information
Security Requirements Exhibit that is incorporated into this
Agreement, are authorized by the Department's Information Security
Office to use a Department issued device (e.g. computer, tablet,
mobile telephone) or access the Department network in the fulfilment
of this Agreement, each End User must:
1.28.1.1. Sign and abide by applicable Department and New
Hampshire Department of Information Technology (NH
DoIT) use agreements, policies, standards, procedures
and guidelines, and complete applicable trainings as
required;
1.28.1.2. Use the information that they have permission to access
solely for conducting official Department business and
agree that all other use or access is strictly forbidden
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
including, but not limited, to personal or other private and
non-Department use, and that at no time shall they
access or attempt to access information without having
the express authority of the Department to do so;
1.28.1.3. Not access or attempt to access information in a manner
inconsistent with the approved policies, procedures,
and/or agreement relating to system entry/access;
1.28.1.4. Not copy, share, distribute, sub-license, modify, reverse
engineer, rent, or sell software licensed, developed, or
being evaluated by the Department, and at all times must
use utmost care to protect and keep such software strictly
confidential in accordance with the license or any other
agreement executed by the Department;
1.28.1.5. Only use equipment, software, or subscription(s)
authorized by the Department's Information Security
Office or designee;
1.28.1.6. Not install non-standard software on any Department
equipment unless authorized by the Department's
Information Security Office or designee;
1.28.1.7. Agree that email and other electronic communication
messages created, sent, and received on a Department-
issued email system are the property of the Department
of New Hampshire and to be used for business purposes
only. Email is defined as "internal email systems" or
"Department-funded email systems."
1.28.1.8. Agree that use of email must follow Department and NH
DoIT policies, standards, and/or guidelines; and
1.28.1.9. Agree when utilizing the Department's email system:
1.28.1.9.1. To only use a Department email address
assigned to them with a "@
affiliate.DHHS.NH.Gov".
1.28.1.9.2. Include in the signature lines information
identifying the End User as a non-Department
workforce member; and
1.28.1.9.3. Ensure the following confidentiality notice is
embedded underneath the signature line:
CONFIDENTIALITY NOTICE: "This message may
contain information that is privileged and confidential
and is intended only for the use of the individual(s)
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New Hampshire Department of Health and Human Services
Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
to whom it is addressed. If you receive this message
in error, please notify the sender immediately and
delete this electronic message and any attachments
from your system. Thank you for your cooperation."
1.28.1.10. Contractor End Users with a Department issued email,
access or potential access to Confidential Data, and/or a
workspace in a Department building/facility, must:
1.28.1.10.1. Complete the Department's Annual
Information Security & Compliance
Awareness Training prior to accessing,
viewing, handling, hearing, or
transmitting Department Data or
Confidential Data.
1.28.1.10.2. Sign the Department's Business Use
and Confidentiality Agreement and
Asset Use Agreement, and the NH
DoIT Department wide Computer Use
Agreement upon execution of the
Agreement and annually thereafter.
1.28.1.10.3. Only access the Department's intranet
to view the Department's Policies and
Procedures and Information Security
webpages.
1.28.1.11. Contractor agrees, if any End User is found to be in
violation of any of the above terms and conditions, said
End User may face removal from the Agreement, and/or
criminal and/or civil prosecution, if the act constitutes a
violation of law.
1.28.1.12. Contractor agrees to notify the Department a minimum of
three business days prior to any upcoming transfers or
terminations of End Users who possess Department
credentials and/or badges or who have system privileges.
If End Users who possess Department credentials and/or
badges or who have system privileges resign or are
dismissed without advance notice, the Contractor agrees
to notify the Department's Information Security Office or
designee immediately.
1.28.2. Workspace Requirement
1.28.2.1. If applicable, the Department will work with Contractor to
determine requirements for providing necessary
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Communication Access Scheduled Signed Language Interpreting Services
Appendix A - Scope of Services
workspace and State equipment for its End Users.
1.29. Contract End-of-Life Transition Services
1.29.1. General Requirements
1.29.1.1. If applicable, upon early termination or expiration of the
Agreement the parties agree to cooperate in good faith to
effectuate a secure transition of the services ("Transition
Services") from the Contractor to the Department and, if
applicable, the new Contractor ("Recipient") engaged by
the Department to assume the services. Ninety (90) days
prior to the end-of the contract or unless otherwise
specified by the Department, the Contractor must begin
working with the Department and if applicable, the
Recipient to develop a Data Transition Plan (DTP). The
Department shall provide the DTP template to the
Contractor.
1.29.1.2. The Contractor must assist the Recipient, in connection
with the transition from the performance of Services by
the Contractor and its End Users to the performance of
such Services. This may include assistance with the
secure transfer of records (electronic and hard
copy),transition of historical data (electronic and hard
copy), the transition of any such Service from the
hardware, software, network and telecommunications
equipment and internet-related information technology
infrastructure ("Internal IT Systems") of Contractor to the
Internal IT Systems of the Recipient and cooperation with
and assistance to any third-party consultants engaged by
Recipient in connection with the Transition Services.
1.29.1.3. If a system, database, hardware, software, and/or
software licenses (Tools) was purchased or created to
manage, track, and/or store Department Data in
relationship to this contract said Tools will be inventoried
and returned to the Department, along with the inventory
document, once transition of Department data is
complete.
1.29.1.4. The internal planning of the Transition Services by the
Contractor and its End Users shall be provided to the
Department and if applicable the Recipient in a timely
manner. Any such Transition Services shall be deemed
to be Services for purposes of this Agreement.
1.29.1.5. In the event the data Transition extend beyond the end of
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