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Home My WebLink AboutP-21-204 Amendment One United Way Fresno and Madera Counties.pdf DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 1,0 County of Fresno INTERNAL SERVICES DEPARTMENT ROBERT BASH, DIRECTOR—CIO O 1$5O Facility Services • Fleet Services • Graphics Information Technology • Purchasing �R�GJ Security • Telecommunications AMENDMENT NUMBER ONE (1) Agreement Number: P-21-204 May 27, 2022 United Way Fresno and Madera Counties 4949 E. Kings Canyon Road Fresno, Ca 93727 Contract Number P-21-204 covering the provision of 2-1-1 Information and referrals services is amended as follows: The contract with your company expires June 30, 2022. The County of Fresno desires to extend this contract for an additional one-year period effective July 1, 2022 through June 30, 2023. Prices will be firm for the contract period. Amendment provisions shall remain in full force and effect with any contract renewals. Include revised budget as described in revised attachment"A". This amendment will be effective July 1, 2022 through the expiration date of the agreement. Amendment provisions shall remain in full force and effect with any contract renewals. Electronic Signatures. The parties agree that this Agreement may be executed by electronic signature as provided in this section. A. An "electronic signature" means any symbol or process intended by an individual signing this Agreement to represent their signature, including but not limited to (1) a digital signature; (2) a faxed version of an original handwritten signature; or(3) an electronically scanned and transmitted (for example by PDF document)of a handwritten signature. B. Each electronic signature affixed or attached to this Agreement (1) is deemed equivalent to a valid original handwritten signature of the person signing this Agreement for all purposes, including but not limited to evidentiary proof in any administrative or judicial proceeding, and (2) has the same force and effect as the valid original handwritten signature of that person. C. The provisions of this section satisfy the requirements of Civil Code section 1633.5, subdivision (b), in the Uniform Electronic Transaction Act(Civil Code, Division 3, Part 2, Title 2.5, beginning with section 1633.1). D. Each party using a digital signature represents that it has undertaken and satisfied the requirements of Government Code section 16.5, subdivision (a), paragraphs (1)through (5), and agrees that each other party may rely upon that representation. This Agreement is not conditioned upon the parties conducting the transactions under it by electronic means and either party may sign this Agreement with an original handwritten signature. Please acknowledge your acceptance by returning all pages of this letter to my office via email or USPS. If you have any questions, please contact Erin Jones, Purchasing Analyst, at(559) 600-7110 or email ejones(LDfresnocountyca.aov. 333 W.Pontiac Way,Clovis,CA 93612/(559)600-7110 The County of Fresno is an Equal Employment Opportunity Employer DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Page 2 United Way Fresno and Madera Counties May 27, 2022 FOR THE COUNTY OF FRESNO Digitally signed by Gary Cornuelle Gary O rn U e I I e Date:2022.06.21 15:11:12-07'00' Gary E. Cornuelle Purchasing Manager 333 W. Pontiac Way Clovis, CA 93612 GEC:EJ G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Page 3 United Way Fresno and Madera Counties May 27, 2022 CONTRACTOR TO COMPLETE: Company: United Way Fresno and Madera Counties Type of Entity: ❑ Individual ❑ Limited Liability Company ❑ Sole Proprietorship ❑ Limited Liability Partnership ■❑ Corporation ❑ General Partnership Signature E� Lindsay S. Fox, President and CEO 6i2i2022 Print Name and Title Date Signature Nichole Mosqueda, Treasurer 6/10/2022 Print Name and Title Date 4949 E Kings Canyon Road Fresno CA 93727 Address City State Zip 559-244-5710 559-228-8159 Ifox@uwfm.org TELEPHONE NUMBER FAX NUMBER E-MAIL ADDRESS ACCOUNTING USE ONLY ORG No.: 56107001,56302003 Account No.: 7870 Requisition No.: 5612201189,5632210132 (2/2021) G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 R e vised A tta ch m en t "A" SUMMARY OF SERVICES ORGANIZATION: UNITED WAY FRESNO AND MADERA COUNTIES SERVICES: INFORMATION AND REFERRAL SERVICES VIA THE CENTRAL VALLEY 2-1-1 CALL CENTER CONTRACT PERIODS: July 1, 2021 —June 30, 2024 ($127,500) MAXIMUM COMPENSATION: $ 127,500 DBH INFORMATION AND REFERRAL SERVICES -$12,500 United Way Fresno and Madera Counties shall provide information and referral services to the residents of Fresno County for the County of Fresno Department of Behavioral Health (DBH). Through 2-1-1, United Way Fresno and Madera Counties will provide information and referrals for vital community mental health support services to individuals in need of them, thereby reducing disparities in access to mental health and human services for un-served and underserved populations within Fresno County. DSS 2-1-1 -$30,000 I. PROJECT DESCRIPTION United Way Fresno and Madera Counties shall provide information and referral services to the County of Fresno Department of Social Services (DSS) clients that are seeking non-case related information via its 2-1-1 Call Center. United Way Fresno and Madera Counties can provide information on items such as housing and shelter, food distributions, low cost child care, and other help line referral needs. Clients calling into the DSS Call Center may select a direct transfer to 2-1-1, and United Way Fresno and Madera Counties shall service these calls routed from the DSS Call Center. United Way Fresno and Madera Counties may elect to subcontract some or all its obligations under the Procurement Agreement upon the written consent of DS. II. CONTRACTOR'S RESPONSIBILITIES United Way Fresno and Madera Counties shall: 1. Subcontract with Interface Children & Family Services for call center services on behalf of United Way to receive calls directly transferred to the 2-1-1 Call Center from the DSS call center(s). 2. Service up to 1,000 calls routed from DSS every month, Monday-Friday during regular business hours (8:00 am - 5:00 pm), with an anticipated service level of 60/120 (60% of calls to be answered within 120 seconds). 3. Serve clients in different languages, as needed. 4. Work in collaboration with DSS to customize call routing, Interactive Voice Response (IVR)scripts, and technology alignment. 5. Closely monitor the service levels, transfers, and customer feedback (where possible) to adjust call flow transfers from DSS to United Way Fresno and Madera Counties. G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 6. Meet with DSS staff as often as needed. 7. Maintain responsibility for all call center services rendered by Interface Children and Family Services on behalf of United Way Fresno and Madera Counties. 8. Ensure that Interface Children & Family Services complies with all terms of this Procurement Agreement while providing call center services. III. COUNTY RESPONSIBILITIES DSS shall: 1. Provide IVR system direct link to 2-1-1. 2. Work in collaboration with United Way Fresno and Madera Counties to customize call routing, IVR scripts, and technology alignment. 3. Meet with United Way Fresno and Madera Counties as often as needed for problem and issue resolution, information sharing, and review and monitoring of services. IV. MONTHLY REPORTS AND OUTCOMES United Way Fresno and Madera Counties shall provide DSS monthly activity reports on services rendered by the 151h of the following month. Monthly reporting will include as much information and data specific to the DSS call transfers as possible, including but not limited to the below metrics. United Way Fresno and Madera Counties and DSS shall mutually agree on changes to data tracking as needed and requested. English Spanish Total Queue Offered Inbound Handled Abandons Short Abandons Callback Requests Avg Speed of Answer Inbound AHT Calls in SLA Fresno DSS Outbound Accidentally landed at 211 Fresno County but received Services DSS Calls returned with no IR Definitions: • Queue Offered — Number of calls presented from DSS number(s). • Inbound Handled — Number of calls answered by United Way 211. • Abandons — Number of calls that were not answered. Percentage represents Abandons/Queue Offered. G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 • Short Abandons — Number of calls that failed to connect in less than 60 seconds. Percentage represents Short Abandons/Queue Offered. • Callback Requests— Number of calls that requested a callback. Percentage represents Callback Requests/Queue Offered. • Average Speed of Answer—Average time before a call is answered by United Way 211. • Inbound AHT —Average Handle Time (AHT) spent handling a call. Includes talk, hold, and work time • Calls in SLA— Number of handled calls with queue time less than or equal to 120 seconds. • Fresno DSS Outbound — Number of calls that accidentally went to 211 and asked to be transferred back to DSS. • Accidentally landed at 211 Fresno County but received Services — Number of calls that accidentally landed at 211 Fresno County but received services from United Way 211. • DSS Calls returned with no IR — Number of calls returned to DSS from United Way 211 with no information or referral. BUDGET SUMMARY ORGANIZATION: United Way Fresno and Madera Counties SERVICES: 2-1-1 Call Center Information and Referral Services CONTRACT PERIOD: July 1, 2021 -June 30, 2024 CONTRACT AMOUNT: $127,500 FY 2021-22 FY 2022-23 FY 2023-24 Total Department of Social Services $30,000 $30,000 $30,000 $90,000 Department of Behavioral Health $12,500 $12,500 $12,500 $37,500 Total Contract Maximum $42,500 $42,500 $42,500 $127,500 G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 BUDGET SUMMARY-DSS NAME OF ORGANIZATION: United Way Fresno and Madera Counties SERVICES: 2-1-1 Call Center Information and Referral Services CONTRACT PERIOD: July 1, 2021 -June 30, 2024 MAXIMUM COMPENSATION $30,000 per 12-month term CONTRACT TOTAL: $90,000 BUDGET CATEGORIES ACCOUNT AMOUNT NUMBER SALARIES & BENEFITS Personnel Salaries 0100 $0 Payroll Taxes 0150 $0 Benefits 0200 $0 Subtotal........ $0 G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 SERVICES & SUPPLIES Insurance 0250 $0 Communications 0300 $3,000 Office Expense 0350 $0 Equipment 0400 $0 Facilities 0450 $0 Travel Costs 0500 $0 Program Supplies 0550 $0 Consultancy/Subcontracts 0600 $24,000 Fiscal &Audits 0650 $0 Training 0660 $0 Indirect Costs 0700 $3,000 Subtotal........ $ 30,000 TOTAL QO G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 BUDGET SUMMARY-DBH NAME OF ORGANIZATION: United Way Fresno and Madera Counties SERVICES: 2-1-1 Call Center Information and Referral Services CONTRACT PERIOD: July 1, 2021 -June 30, 2024 MAXIMUM $12,500 per 12-month term COMPENSATION CONTRACT TOTAL: $37,500 BUDGET CATEGORIES ACCOUNT AMOUNT NUMBER SALARIES & BENEFITS Personnel Salaries 0100 $0 Payroll Taxes 0150 $0 Benefits 0200 $0 Subtotal........ $0 G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 SERVICES & SUPPLIES Insurance 0250 $0 Communications 0300 $0 Office Expense 0350 $0 Equipment 0400 $0 Facilities 0450 $0 Travel Costs 0500 $0 Program Supplies 0550 $0 Consultancy/Subcontracts 0600 $12,500 Fiscal &Audits 0650 $0 Training 0660 $0 Indirect Costs 0700 $0 Subtotal........ $ 12,500 TOTAL ;zQ G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX DocuSign Envelope ID:2D66E743-5203-4934-9216-DA2B2ED08692 CONTRACT NO. P-21-204 Revised Attachment A United Way Fresno and Madera Counties May 27, 2022 DSS United Way 2-1-1 Revised Budget Extension of(P-21-204) starting 7/1/2022 SERVICE AND SUPPLIES Communications $ 300.00 DSS Consultancy/Subcontracts $27,700.00 Indirect Costs $ 2,000.00 Total $30,000.00 DBH United Way 2-1-1 Revised Budget Extension of(P-21-204) starting 7/1/2022 SERVICE AND SUPPLIES DBH Consultancy/Subcontracts $12,500.00 Total $12,500.00 Total Budget $42,500.00 G:\PUBLIC\CONTRACTS&EXTRACTS\2021 CONTRACTS\P-21-204 UNITED WAY FRESNO AND MADERA COUNTIES\CONTRACTS&AMENDMENTS\WORKING FILES\P-21-204 AMENDMENT ONE UNITED WAY FRESNO AND MADERA COUNTIES.DOCX