HomeMy WebLinkAboutP-20-222AmendoneUnitedWayFresnoandMaderaCounties.pdf
County of Fresno
INTERNAL SERVICES DEPARTMENT
ROBERT BASH, DIRECTOR – CIO
Facility Services • Fleet Services • Graphics
Information Technology • Purchasing
Security • Telecommunications
333 W. Pontiac Way, Clovis, CA 93612 / (559) 600-7110
* The County of Fresno is an Equal Employment Opportunity Employer *
AMENDMENT NUMBER ONE (1)
Agreement Number: P -20-222
July 24, 2020
United Way Fresno and Madera Counties
4949 E. Kings Canyon Road
Fresno, Ca 93727
Contract Number P -20-222 covering Information and Referral Services is amended as follows:
Include services to County Administrative Office. The department contact is Yussel Zalapa 559-600-1227.
This amendment is intended to cover services for Helpline Disaster Coverage and will be effective July 1,
2020 through December 30,2020. Amendment provisions shall remain in full force and effect with any
contract renewals.
Maximum: The County of Fresno desires to increase this Agreement in the amount of Seventy-Five
Thousand Dollars ($75,000.00). In no event shall services performed and/or fees paid under this
Agreement be in excess of One Hundred and Seventeen Thousand Five Hundred Dollars ($117,500.00).
Please acknowledge your acceptance by returning all pages of this letter to my office via email or USPS.
If you have any questions, please contact Erin Jones, Purchasing Technician, at (559) 600-7110 or email
ejones@fresnocountyca.gov.
FOR THE COUNTY OF FRESNO
Gary E. Cornuelle
Purchasing Manager
333 W. Pontiac Way
Clovis, CA 93612
GEC:EJ
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CONTRACT NO. P-20-222 Page 2
United Way Fresno and Madera Counties
July 24, 2020
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CONTRACTOR TO COMPLETE:
Company:
Type of Entity:
Individual Limited Liability Company
Sole Proprietorship Limited Liability Partnership
Corporation General Partnership
Signature
Print Name and Title Date
Signature
Print Name and Title Date
Address City State Zip
TELEPHONE NUMBER FAX NUMBER E-MAIL ADDRESS
ACCOUNTING USE ONLY
ORG No.: 2540
Account No.: 7295
Requisition No.: 5402100001
(1/2020)
CONTRACT NO. P-20-222 Page 3
United Way Fresno and Madera Counties
July 24, 2020
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Revised Attachment “A”
SUMMARY OF SERVICES
ORGANIZATION: UNITED WAY FRESNO AND MADERA COUNTIES
SERVICES: INFORMATION AND REFERRAL SERVICES VIA THE
CENTRAL VALLEY
2-1-1 CALL CENTER
CONTRACT PERIODS: July 1, 2020 – June 30, 2021 ($ 42,500)
MAXIMUM COMPENSATION: $ 42,500
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.
DBH shall contribute an annual amount of $12,500 to United Way Fresno and Madera
Counties for information and referral services.
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 DSS.
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
CONTRACT NO. P-20-222 Page 4
United Way Fresno and Madera Counties
July 24, 2020
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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.
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. 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.
CONTRACT NO. P-20-222 Page 5
United Way Fresno and Madera Counties
July 24, 2020
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Number of
Calls
Average
Queue
Time
Average
Handle
Time
Calls
Meeting SL
(60s)
Calls
Meeting SL
(120s)
Total Calls (EN) N/A
Total Calls (SP) N/A
Calls Handled
(EN) N/A N/A
Calls Handled
(SP) N/A N/A
Calls Handled
and Referred
Back (EN)
N/A N/A
Calls Handled
and Referred
Back (SP)
N/A N/A
Calls to 211
Fresno County
by Mistake but
Received
Services (AC)
N/A N/A N/A N/A
DSS Call
Returned with
No Information
and Referral
(IR)
N/A N/A N/A N/A
Definitions:
Total Calls – Total number of calls presented from DSS number(s).
Calls Handled – Number of calls handled. Subset of Total Calls.
Calls Handled and Referred Back – Handled calls referred back to DSS. Subset of Calls
Handled.
Average Queue Time – Average time calls spend on queue. Average Queue Time for
Total Calls should include abandoned calls.
Calls to 211 Fresno County by Mistake but Received Services (AC) – Number of calls
that accidentally landed at 211 Fresno County but received services.
DSS Call Returned with No Information and Referral (IR) – Number of calls returned with
no information and referral from 2-1-1.
Average Handle Time – Average time spent handling a call. Includes talk, hold, and work
time.
Calls Meeting SL (60s) – Number of handled calls with queue time less than or equal to
60 seconds.
Calls Meeting SL (120s) – Number of handled calls with queue time less than or equal
to 120 seconds.
CONTRACT NO. P-20-222 Page 6
United Way Fresno and Madera Counties
July 24, 2020
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SUMMARY OF SERVICES
ORGANIZATION: United Way of Fresno and Madera Counties
SERVICES: Amendment I to Purchasing Agreement No. P-20-222 to Add the
County Administrative Office and to Add 211 Helpline Disaster
Coverage Services
CONTRACT PERIODS: Starting July 1, 2020 – December 30, 2020 ($75,000)
MAXIMUM COMPENSATION: $75,000
211 Helpline Disaster Coverage Services - $75,000
On March 17, 2020, the Fresno County Board of Supervisors adopted a resolution
proclaiming and ratifying a Local Emergency, due to the imminent and proximate
threat of the Novel Coronavirus (COVID-19). To assist in the response to the effects
of the local emergency, the United Way of Fresno and Madera Counties shall
provide 211 Helpline Disaster Coverage from July 1, 2020 through December 30,
2020.
- Deliverables:
• Cover additional call volume related to COVID-19 crisis
• Handle Department of Public Health COVID-19 600-INFO calls 24/7
• COVID-19 211 Database maintenance
• Final data report by January 30, 2021
• Interim Data reports as requested (at least 15 days’ notice)
CONTRACT NO. P-20-222 Page 7
United Way Fresno and Madera Counties
July 24, 2020
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Revised Attachment “B ”
July 1-2020-June 30, 2021 FY 2020-21 Total
Department of Social Services $30,000 $30,000
Department of Behavioral Health $12,500 $12,500
July 1, 2020-December 30,2020
County Administrative Office
$75,000 $75,000
Total Contract Maximum $117,500 $117,500