i-a.purpose - web viewrequest for proposal. ... investigatory, informational, ... in addition to...

Request for Proposal: RFP #OSA – 15-005

Michigan Office of the State Long-Term Care Ombudsman

June 20, 2014

Issued by:

Michigan Office of Services to the Aging300 East Michigan Avenue

Lansing, MI 48933

PO BOX 30676 Lansing, MI 48909

RFP #OSA – 15-005

Table of ContentsI-A. Purpose.................................................................................................................5I-B. Grant Agreement Term..........................................................................................5I-C. Issuing Office.........................................................................................................6I-D. RFP Timeline.........................................................................................................6II-A. Background...........................................................................................................7II-B. Responsibilities of the Grantee.................................................................................7II-C. Subgranting or Subcontracting, Assignment, and Delegation.................................7II-D. Award......................................................................................................................8II.-E. Scope of Work.........................................................................................................9III-A. Overview...............................................................................................................11III-B. Work Plan.............................................................................................................11III-C. STATEMENT OF WORK FOR FISCAL YEARS 2014-2017................................11

OBJECTIVE 1-15 ...............................................................................................11IV-A. Data Collection and Reporting.............................................................................22IV-B. Quality Improvement Plan...................................................................................24IV-C. Grant Agreement Terms and Conditions.............................................................24IV-D. State Long-Term Care Ombudsman Program Work Plans.................................24IV-E. Project Budgets...................................................................................................25V-A. The RFP process:................................................................................................25V-B. Questions............................................................................................................25V-C. Evaluation Criteria...............................................................................................26V-D. Budget Evaluation...............................................................................................26V-E. Award Decision....................................................................................................27V-F. State Administrative Board..................................................................................27V-G. Proposal Format and Required Documents........................................................27V-H. Proposal Submission...........................................................................................27

RFP #OSA – 15-005

APPENDICES

A. OSA Grant Agreement Terms and Conditions Template

B. MDCH Instructions for Preparation of Budget Forms (DCH-0385, DCH-0386)

C. HIPAA Business Associate Agreement Addendum

EXHIBIT REFERENCES

1. Older Americans Act of 1965, as amended in 2006, Ombudsman Provisions, Excerpts from Public Law 106-501 (Exhibit 1)

2. Older Michiganians Act, Long Term Care Ombudsman Provisions (Exhibit 2)

3. OSA Operating Standards, Long-Term Care Ombudsman/Advocacy Service Definition and Minimum Standards (Exhibit 3); Please see the OSA Operating Standards for Service Programs as adopted by the Commission on Services to the Aging at www.https://www.osapartner.net.

4. Michigan Long Term Care Ombudsman Policy—Designation of Local Ombudsman Program Provider, Certification of Long Term Care Ombudsman, and Conflicts of Interest (Exhibit 4)

5. Michigan Long Term Care Ombudsman Policy—Local Ombudsman Manual (Exhibit 5)

FORMS TO BE COMPLETED AND RETURNED

WITH THE RFP APPLICATION

1. State Long-Term Care Ombudsman Program Work Plan Form (To be used as a template for three, one-year work plans) -Form #1

2. Budget Summary & Cost Detail Schedule (Three, one-year budgets are to be completed and one, three-year cumulative budget with a budget justification narrative.) (DCH-0385, DCH-0386) -Form # 2 and Form #3

3. Bidder Eligibility Criteria-Form #4

https://www.osapartner.net/

PLEASE READ ALL MATERIAL BEFORE PREPARING THE PROPOSAL

Section I

Request for Proposal

Michigan Office of the State Long-Term Care Ombudsman

Due: July 25, 2014, 3:00 PM

Purpose, Terms, and Conditions

I-A. PurposeThe Michigan Office of Services (OSA) to the Aging is issuing this Request for Proposal (RFP) to obtain proposals for operation of the State Long-Term Care Ombudsman (SLTCO) services commencing in fiscal year (FY) 2015 beginning October 1, 2014. This is a formal request to prospective Bidders to solicit proposals. Bidders must submit written proposals according the instructions contained within this document, detailing how they will meet the specific requirements.

OSA is the sole point of contact with regard to all procurement and grant-related matters relating to the services described herein. According to the Older Americans Act of 1965 as amended in 2006 (PL 109-365) under Section 712 State Long-Term Care Ombudsman Program, (a) Establishment, OSA is required to establish and operate an Office of the State Long-Term Care Ombudsman program. (See Exhibit Reference 1.) Additionally, under the Older Michiganians Act, Act 180 of 1981, 400.586 Office of services to the aging; duties., Section 6 (aa), OSA is to “Establish a long-term care ombudsman program consisting of a state long-term care ombudsman and a system of local and regional ombudsman offices having the duties and powers described in section 6g. The local or regional ombudsman programs shall be funded through area agencies on aging.” (See Exhibit Reference 2.)

OSA’s Operating Standards for Service Standards, Service Number C-11, Long-Term Care Ombudsman/Advocacy, the Michigan Long-Term Care Ombudsman Agency Designation and Individual Certification Policies, and other OSA procedures are followed by the SLTCO. (See Exhibit Reference Documents 3, 4, and 5.)

This RFP concerns the state level long-term care ombudsman program only and does not include provision of direct ombudsman service at the local Area Agency on Aging (AAA) level.

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I-B. Grant Agreement TermThe Grant Agreement will be for a period of three years beginning October 1, 2014, through September 30, 2017. While the grant award resulting from a successful RFP covers a three-year period, awarding of funding will occur on an annual basis, contingent upon availability of funds and successful performance. This grant may be renewed in writing by mutual agreement of the parties not less than 30 days before its expiration. The grant may be renewed for up to two additional one-year periods. Successful completion of negotiations surrounding the terms of the extension, will be a pre-requisite for the exercise of any option year.

I-C. Issuing OfficeThis RFP is issued by the Michigan Office of Services to the Aging (OSA). OSA is the sole point of contact in the state with regard to all procurement and grant matters relating to the RFP. OSA is the only office authorized to change, modify, amend, alter, and clarify, etc., the specifications, terms, and conditions of the RFPs and any grant awarded as a result of this RFP. OSA will remain the sole point of contact throughout the RFP and grant award process. The RFP contact person within OSA for the Agreement is:

All questions concerning this RFP must be presented in writing via e-mail and addressed to:

Shirley Bentsen, Grant SpecialistMichigan Office of Services to the Aging (Mailing Address)P.O. Box 30676Lansing, MI 48909-8176Email: [email protected]

Michigan Office of Services to the Aging300 East Michigan Avenue, Third Floor (Street Address)Lansing, MI 48933

This RFP contains the requirements all respondents must meet to be considered for a grant under this RFP.

I-D. RFP TimelineThe timeline for the RFP is:

Action Item Date Where

1. RFP Issue Date: 6/20/2014http://www.michigan.gov /osa

2. RFP Questions Due: 7/8/14at 3:00 pm EST Shirley Bentsen, Grant Specialist:

[email protected]

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3. RFP Questions and Responses Posted:

7/11/14 http://www.michigan.gov /osa

4. RFP Proposals Due: 7/25 /2014 at 3:00 pm EST

Lauren Swanson, Grant Manager: [email protected]

Section II

Background and Grantee Responsibilities

II-A. BackgroundThe State Long-Term Care Ombudsman (SLTCO) office is being transitioned from State Government to an independent non-profit agency focused on advocacy for persons age 60 and over who are receiving or seeking long-term care supports and services in facilities licensed in Michigan. Form #4 of this RFP outlines the bidder eligibility criteria. Agencies and organizations responsible for licensing or certifying long-term care facilities, and associations of long-term care facilities, or those who provide licensed long-term care services, may not apply. The SLTCO designates and certifies the local long-term care ombudsman (LLTOC) and agencies, which employ the LLTOC. The SLTCO also trains, supports, coordinates, monitors, and evaluates the performance of Michigan’s statewide local or regional LLTCO. The State Long Care Ombudsman is responsible for all reporting required by the federal government. It serves as the state’s leading advocate for the rights of Michigan’s residents of licensed long-term care facilities, including representing them before government to advocate for changes in practices, policies, regulations, or laws affecting them. OSA is seeking the services of one Bidder to provide services pursuant to all objectives.

II-B. Responsibilities of the GranteeThe Grantee will be required to assume responsibility for all SLTCO activities and assure continuity of service as stated in this proposal whether or not the Grantee performs them. The Grantee is the designated representative of the applicant/recipient organization with authority to act on the organization’s behalf in matters related to the SLTCO grant award and the administration of SLTCO grant. In signing a grant application, this individual agrees that the organization will assume the obligations imposed by applicable Federal and State statutes and regulations and other terms and conditions of the award, including any assurances, if a grant is awarded. The Grantee will comply with the Older Americans Act of 1965 as amended in 2006 (PL 109-365), Section 712, the Older Michiganians Act, Act 180 of 1981, 400.586, the OSA Operating Standards for Ombudsman Service and the Michigan Long-Term Care Ombudsman Agency Designation and Individual Certification Policies approved by the Michigan

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Commission on Aging in 2011. These responsibilities include accountability both for the appropriate use of funds awarded and the performance of the grant-supported project or activities as specified in the approved application.

II-C. Subgranting or Subcontracting, Assignment, and DelegationOSA will consider the Grantee awarded the grant to be the sole point of contact with regard to grant matters, including but not limited to payment of any and all charges resulting from the anticipated Grant. The SLTCO has responsibility to designate entities as providers of long-term care ombudsman services. If any part of the SLTCO work is to be subgranted/subcontracted, responses to this RFP should include a list of subgrants/subcontracts, including the firm name and address, contact person, complete description of work to be subgranted/subcontracted, and descriptive information concerning subgrantee's/subcontractor's organizational abilities. The Michigan Office of Services to the Aging reserves the right to approve subgrantees/subcontractors for this project and to require the Primary Grantee to replace subgrantees/subcontractors found to be unacceptable. The Primary Grantee is responsible totally for adherence by the subgrantees/subcontractors to all provisions of the Grant that is awarded.

The Bidder awarded the grant shall not have the right to assign this grant or to assign or delegate any of its duties or obligations under this grant to any other party (whether by operation of law or otherwise), without the prior written consent of OSA. Any purported assignment in violation of this section shall be null and void. Further, the Grantee may not assign the right to receive money due under the grant without the prior written consent of OSA. The Primary Grantee shall not delegate any duties or obligations under the Grant that is awarded to a subgrantee/subcontractor other than a subgrantee/subcontractor named in the proposal unless OSA has given written consent to the delegation prior to its commencement.

II-D. Award OSA will be the sole point of contact with regard to grant matters, including but not limited to payment of any and all charges resulting from the anticipated grant. The term of the grant will be three years, from the date of grant execution, beginning on October 1, 2014, and ending on September 30, 2017, with performance evaluations completed and submitted to OSA by July 31 of each Fiscal Year (FY)—2015, 2016, and 2017, to be used to determine the award of grants for each fiscal year. For the purpose of this RFP response, the amount of funding available for the first 12-month grant is anticipated to be $612,785. The final award amount is contingent upon the availability of state and federal grant funds. Amendments required by changes in law, budget, and other foreseeable and unforeseeable circumstances will occur on an as needed basis or minimally on an annual basis. The successful applicant will be expected to be fully operational 30 days after the agreement start date.

In submitting the grant application, the applicant assures that grant funds will be used only for the intended purpose. Award(s) will be made to the Bidder who most successfully meets the criteria of the RFP, not to exceed the total amount of grant funds available within the funding levels stipulated.

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OSA reserves the right to award a proposal, or to reject any and all proposals in whole or in part, if in OSA’s judgment, the best interest of the State will be so served. In determination of awards, the qualifications of the Applicant and the conformity with the specifications of services to be supplied will be considered.

II.-E. Scope of WorkOSA is seeking the services of one Bidder to provide services pursuant to all objectives. Responsibilities of the successful Bidder will include, but they are not limited to:

a. Hiring a state long-term care ombudsman to serve as the key personnel in operating the Office of the STLCO, and who meets the job qualifications as outlined in the attached excerpts of the Older American Act and Older Michiganian’s Act. The office of the STLCO is charged with:i. Representing residents before government, monitoring the

development and implementation of federal, state, and local laws, regulations, and policies pertaining to the health, safety, welfare, and rights of residents of licensed long-term care facilities, and recommending any changes to these.

ii. Ensuring that the SLTCO, itself or through representatives of the STLCO Office, establishes, operates, and maintains a confidential system(s) to: answer the SLTCO program, toll-free “1-866-485-9363 telephone number; identify, investigate, and resolve complaints of residents of licensed long-term care facilities; and implement confidential complaint, investigatory, informational, educational, and referral processes, procedures and programs.

iii. Providing statewide ombudsman program supervision, and designating and certifying local ombudsman program providers as defined in the MI LTCO policy. Establishing a method and process for de-designating and de-certifying local ombudsman program providers is to be developed by the Grantee during the first year of the grant.

iv. Developing, coordinating, and providing training for the local and regional LTCO staff as outlined in the Older Americans Act, the Older Michiganians Act, the Centers for Medicare and Medicaid (CMS) requirements found in the Michigan State Operating Manual, Appendix P, Surveys and Certification Memos, etc., the Michigan Long-Term Care (LTC) Ombudsman Policy, and HIPAA polices (See Appendix A.1.). This includes developing training materials for the LLTCO, evaluating performance of current volunteers, recommending changes, maintaining a local volunteer ombudsman program, and ensuring that local ombudsman volunteers are recruited, trained, supported, and retained, following the MI LTCO policies.

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v. Providing consultation and training to licensed Long Term Care (LTC) facility staff, individuals, and facilities, and family/resident councils.

vi. Collecting and reporting confidential statewide demographic, complaint, investigatory, informational, educational, referral, and program data in a secure, limited access data system for federal, state, and local reports, and publicizing improvements and significant problems as required.

vii. Reporting to the governor and legislature annually about the STLCO program and making recommendations for improving the health, safety, welfare, and rights of residents of LTC facilities.

viii. Demonstrating knowledge and promoting long-term care culture change that improves the well-being of older adults and persons with disabilities and those who support them by transforming the communities where they live and work. The focus must include promoting methods like person-centered thinking and planning of supports and services, the Eden Alternative, the formation of neighborhoods within long-term care settings, and building of Green Houses, etc. in all work of the SLTCO programs and Local LTCO programs.

ix. Cooperating with persons, and public or private agencies, publicizing the SLTCO program statewide, and participating in conferences, inquiries, meetings, or studies, which may lead to improvements.

b. Establishing secure and confidential office space for the Office of the State Long-Term Care Ombudsman (SLTCO) according to law and within a private, nonprofit organization that is responsible for the implementation of the objectives presented below for Michigan residents 60 or older living in licensed long-term care facilities.

c. Developing and implementing a continuous quality improvement program for the SLTCO office that includes oversight and monitoring including the establishment of metrics and measurements.

OSA is seeking the services of one Bidder to provide services pursuant to all objectives.

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Section III

PROGRAM OVERVIEW, WORK PLAN, AND OBJECTIVES

III-A. Overview This section sets out the major objectives and tasks expected of the Applicant selected for the award. In the response to this section, the Applicant will demonstrate the ability to carry out activities required to fulfill each Objective by issue area with specific tasks and activities and, where appropriate with charts outlining key events.

III-B. Work Plan These objectives provide only a broad framework for project operations. The Bidder is to develop specific action steps with a related time line for each objective and a narrative describing the method(s) and clear delineation of the roles and responsibilities of the Key Personnel/the SLTCO, staff, and consultants that will be pursued in completion of each action step. (See Bidder Response Boxes and Form #1 State Long-Term Care Ombudsman (SLTCO) Program Work Plan.) New and innovative approaches to service delivery and methods and use of up-to-date technology and other methods, which will maximize limited resources, are encouraged. Action steps are to be presented in projected chronological order of implementation (wherever possible). All action steps are assumed to be ongoing throughout the fiscal year and must contain the name(s) or positions of responsible staff specific to each action step. Failure of assigned staff to perform planned activities related to action steps shall not reduce the responsibility of the Bidder awarded this Grant to complete the action step(s).

Action steps are to be developed in response to the identified major tasks established. All objectives and accompanying tasks are carried out in conjunction with, and monitored by the OSA. Some objectives and tasks carry the added responsibility of requiring prior approval by the Office of Services to the Aging. The Bidder must provide deliverables/services and name key personnel, and otherwise do all things necessary for, or incidental to, the performance of work as set forth below. In addition to outlining how your organization will meet the project deliverables/services below, the attached State Long-Term Care Ombudsman Program Work Plan is to be completed. (See Form #1.)

III-C. STATEMENT OF WORK FOR FISCAL YEARS 2014-2017

OBJECTIVE 1 – Hiring Key Personnel by the BidderThis RFP requires the Bidder to identify and hire staff to serve as the State Long-term Care Ombudsman (SLTCO) and staff to serve as the key personnel in operating the

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Office of the STLCO. The Bidder must indicate where they will be physically located; describe the functions they will perform--the roles and responsibilities; and how they will contribute to achieving SLTCO objectives and outcomes. The Bidder must attach for all key personnel current chronological résumés that list the background, experience, and other qualifications necessary to carry out their designated roles. The SLTCO must meet the job qualifications as outlined in the attached excerpts of the Older American and the Older Michiganian’s Acts including the conflict of interest sections, must be knowledgeable and proficient in long-term care, culture change methods, and is responsible for the following:

The SLTCO must be available to interact with, and advocate for residents and be accessible to state government and the Legislature. The SLTCO is directly responsible for the day-to-day operations of implementing this RFP.

Key Personnel must be funded by 100% of funds provided in this proposal, must be knowledgeable about the proposal requirements, and notify OSA immediately (within 3 hours) about crisis situations, be aware of ombudsman notification duties on behalf of residents of LTC facilities. The SLTCO or their designee must be on call 24-7 in the event of an emergency, and respond to State inquiries within 24 hours. The SLTCO may appoint other key personnel if they contribute to the execution of the possible grant in a substantive, measurable way with the approval of OSA. Additional Key Personnel may include, but is not limited to an Assistant State Long-Term Care Ombudsman, Trainer, Outreach/Volunteer Coordinator, and Administrative Support. All Key Personnel must be centrally located in Michigan during normal business hours and accessible to OSA by cell phone.

OSA has the right to recommend and approve or disapprove in writing the initial assignment, as well as any proposed reassignment or replacement, of any Key Personnel including additional Key Personnel. Before assigning an individual to any Key Personnel position, the Bidder will notify OSA of the proposed assignment, introduce the individuals to OSA’s Project Manager, and provide the State with a resume and any other information about the individual(s) reasonably requested by the OSA. OSA reserves the right to interview the individual before granting written approval. In the event OSA finds a proposed individual unacceptable, OSA will provide a written explanation including reasonable detail outlining the reasons for the rejection. OSA may require a 30-calendar day training period for replacement personnel.

The Bidder will not remove any Key Personnel from their assigned roles for the SLTCO Grant implementation without the prior written consent of OSA. The Bidder’s removal of Key Personnel without the prior written consent of OSA is an unauthorized removal (“Unauthorized Removal”). An Unauthorized Removal does not include replacing Key Personnel for reasons beyond the reasonable control of the Grantee, including illness, disability, leave of absence, personal emergency circumstances, resignation, or for cause termination of the Key Personnel’s employment. Any Unauthorized Removal may be considered by OSA to be a material breach of this proposal, in respect of which

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the OSA may elect to terminate the possible grant agreement for cause under Termination for Cause in the Standard Terms. Please describe your plan for meeting these requirements.Bidder Response:

OBJECTIVE 2 – The Office of the SLTCO Representation of Residents before Government The SLTCO will represent residents of licensed long-term care before government, monitor the development and implementation of federal, state, and local laws, regulations, and policies pertaining to the health, safety, welfare, and rights of residents of licensed long-term care facilities, and recommend any changes to these.

As set forth in Older American’s Act, Section 712 (a) (3) (E -H) the Office of the State Long Term Care Ombudsman is responsible for representing the interests of residents before government and monitoring the development of Federal, State and local laws, regulations, and policies affecting residents. Section 712 (g) addresses the issue of adequate legal counsel.

Bidder should describe and demonstrate how the program will represent residents before government and ensure the services of legal counsel and conduct appropriate research.

Please describe your plan for meeting these requirements.Bidder Response:

OBJECTIVE 3 – The Office of the SLTCO Operation of the SLTCO Program Toll-free Telephone Number -- 1-866-485-9363 The Office of the SLTCO is responsible for operating the existing SLTCO program toll-free telephone number--1-866-485-9393 during the business hours of 8:00 a.m. to 5:00 p.m., Eastern Standard Time, and ensure that it is operational for the for the full duration of the grant agreement. Bidder must have experience with or be trained to operate a toll-free line. The estimated cost for 2014 is $1,000. The Grantee must:

a. Coordinate with OSA the transition, installation, and administration of the toll-free telephone line number--1-866-485-9393 and facilitate linking it to the LLTCO offices. The Grantee will be responsible for all expenses related to installing and maintaining the necessary telephone equipment, including the toll-free line at the SLTCO business site and linking it the LLTCO offices to fulfill grant obligations.

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b. Ensure that the SLTCO Program Toll-free telephone number is answered by SLTCO office and LLTCO staff during business hours of 8:00 a.m. to 5:00 p.m., who have been trained by the SLTCO to answer calls. Emergency calls must be handled immediately and non-emergency calls received via voice mail must be returned within two business days.

c. Ensure that all callers are treated with dignity and respect. The callers’ need for privacy must be respected; and HIPAA guidelines must be followed. (See Appendix C, HIPAA Business Associate Agreement Addendum).

d. Ensure that any informational material or forms requested during a call are immediately sent via e-mail or mailed within two business days.

e. Provide a TTY telephone line or acceptable alternative for people with a hearing impairment.

f. Monitor the phone system. Develop and implement a quality improvement process for assisting callers by phone.

g. Assure and certify monthly that only SLTCO/LLTCO business calls are made on this toll-free line. All records are to be maintained for three years and may be subject to audit.


OBJECTIVE 4 -- The Office of the SLTCO Confidential Complaint Identification, Investigation, and Resolution

As set forth in the Older American’s Act, Section 712 (a) (3) (A-E) the Office of the State Long Term Care Ombudsman is responsible for identifying, investigating and resolving complaints of residents of licensed long-term care facilities, and implements confidential complaint, investigatory, informational, educational, and referral procedures and programs. This responsibility is extended to a statewide system of local ombudsman offices and are covered in the Older American’s Act, Section 712 (a) (5) (A) and (B). Section 712 (D) (b), regarding PROCEDURES FOR ACCESS are addressed in the Older Michiganians Act, Public Act 35, Sections 6 (g), 6 (i), and 6 (j). (See Exhibits 1 and 2.).

The Bidder should describe and demonstrate how a statewide system of identifying, investigating, and resolving complaints of residents of long-term care facilities will be designed, developed, and implemented. Local long-term care ombudsman (LLTCO) services are purchased by the Area Agencies on Aging. There are currently 12 LLTCO

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offices with 20 LLTCO (16.71 FTEs) working under the following service grants: Area Agencies on Aging (6), Adult Well Being Services (3), Lake Shores Legal Aide (2), and Legal Services of South Central Michigan (LSSCM) (1). Efforts to maximize local ombudsman presence in Michigan's licensed nursing homes, adult foster care homes, and homes for the aged should be addressed. Also, include how the use of technology and other innovative methods could support efforts to carry out statewide complaint investigation responsibilities.


OBJECTIVE 5 – The Office of the SLTCO Statewide Ombudsman Program Supervision

The SLTCO must provide statewide program supervision, and designate and certify local ombudsman program providers. Establish a method and process for de-designating and de-certifying local ombudsman program providers.


OBJECTIVE 6 – The Office of the SLTCO – Developing, Coordinating, and Providing Training and Training Materials for the Local LTCO (LLTCO)

The SLTCO will develop, coordinate, and provide initial and quarterly trainings for the local and regional LLTCO as outlined in the Older Americans Act, the Older Michiganians Act, Centers for Medicare and Medicaid (CMS) requirements found in the Michigan State Operating Manual, Appendix P, Surveys and Certification Memos, etc., and the Michigan Long-Term Care Ombudsman Policy. This includes ensuring that local ombudsman staff are trained, supported, and retained according to the SLTCO policies including the policy on certification of the LLTCO. The Bidder must provide a plan that outlines what training tools/resources will be used to provide training to ensure compliance with a possible grant agreement including subscribing to the CMS Survey and Certification Memo Updates provided weekly to keep abreast of regulatory changes and improvements. Key topics that must be addressed in the initial and quarterly trainings include:

I. Initial Training:

Origins, history, and mission of the Ombudsman Program

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The Aging Process Ombudsman Complaint Intake, Investigation, and Problem Solving Other Ombudsman Services (Consultation, Community Education, Facility In-

service) Culture Change Methods and History in Michigan Residents’ Rights Abuse/neglect/exploitation prevention and reporting Regulation of Licensed Facilities Partner Agencies [Legal Services and Adult Protective Services (APS)]

Medicare/Medicaid Assistance Program (MMAP), Michigan Protection and Advocacy Service (MPAS), etc.)

Ombudsman Reporting System (Currently OmbudsManager) HIPAA Policies Conflict Resolution Training

II. Quarterly trainings:

Ombudsman Investigation and Problem Solving Refresher Current Issues Faced by Residents

o Involuntary Dischargeo Nursing Facility Transitiono Smokingo Medicare/Medicaid Problems

Duties of Other Agencies such as:o Legal serviceso APSo MMAPo MPAS

Guardianship Issues Nursing Home Regulations AFC Licensing Rules HFA Licensing Rules Mental Health Services HIPAA Policies Evidence-based Clinical Processes in Nursing Homes Quality Improvement Processes in Nursing Homes Culture Change Methods and History in Michigan

Additionally, the Bidder will be required to provide ongoing training for staff based upon the types of complaints and issues raised by residents and their families.

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OBJECTIVE 7 – The Office of the State Long-Term Care Ombudsman--Develop, Coordinate, and Provide Training and Training Materials for the LLTCO Regarding Training. Provide Consultation and Training to Licensed LTC Facility Staff, and to Individuals and Facilities, and Family and Resident Councils.

The SLTCO will develop, coordinate, and provide training and training materials for the local and regional LLTCO staff who facilitate training for facility staff, and who provide consultation to individuals, licensed long-term care facilities, and family and resident councils, etc., as outlined in the Older Americans Act, the Older Michiganians Act, Centers for Medicare and Medicaid (CMS) requirements found in the Michigan State Operating Manual, Appendix P, Surveys and Certification Memos, etc., and the Michigan Long-Term Care Ombudsman Policy.

The Bidder must provide a plan that outlines what training tools/resources will be used to provide training to ensure compliance with a possible grant agreement. Key topics that must be addressed include:

I. Training for Licensed Long-Term Care Facility Staff

Residents’ Rights Empathy for aging/disability Abuse/neglect/exploitation prevention and reporting Dementia care HIPAA Policies Culture Change Methods and History in Michigan Evidence-based Clinical Processes in Nursing Homes Quality Improvement Processes in Nursing Homes

II. Consultations with Individuals (One-on-One, Usually Via Phone):

LTC system LTC payments How to find a facility How to evaluate facilities Resident rights Abuse/neglect/exploitation Nursing home regulations

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AFC licensing rules HFA licensing rules Guardianship, Durable Power of Attorney, etc. How to find in-home care Culture change methods and history in Michigan Evidence-based Clinical Processes in Nursing Homes Quality Improvement Processes in Nursing Homes

III. Consultations with Licensed Long-Term Care Facilities (One-on-One, Usually Via Phone):

Dealing with difficult resident behaviors Dealing with difficult families Residents’ rights Involuntary discharge requirements Culture change methods and history in Michigan Finding community resources for residents Transportation Medicare/Medicaid coverage Facility role with resident councils and family councils Evidence-based Clinical Processes in Nursing Homes Quality Improvement Process


Objective 8 -- The Office of the SLTCO—Create a Strategic LLTCO Volunteer Plan, Develop the LLTCO Volunteer Program, Provide Training and Materials to the LLTCO for the Local Ombudsman Volunteers, and a Develop Volunteer Certification Process

The SLTCO will create a strategic LLTCO Volunteer Plan that:

1. Describe how the Bidder will support current and new volunteers,

2. Evaluates current volunteer programs,

3. Considers grandfathering current volunteers into any proposed new program or system for volunteer ombudsmen created by the Bidder, and

4. Provides ongoing support, training, and materials for the LLTCO for recruitment, 17

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training, and retention of local ombudsman volunteers as outlined in the Older Americans Act, the Older Michiganians Act, and the Michigan Long-Term Care Ombudsman Policy. The SLTCO must provide a volunteer plan that outlines what training tools/resources will be used to provide training to ensure compliance with a possible grant agreement. The SLTCO will also develop a local ombudsman volunteer certification process. The SLTCO must develop a volunteer recognition process/program. Key topics that must be addressed in training local ombudsman volunteers include:

I. Initial Training

Michigan LTC Ombudsman Program How the SLTCO will Support Current Volunteers Nursing Home Environment Role of the Volunteer Ombudsman Communicating with residents Residents’ Rights Forms and reporting Resources HIPAA Policies Facility role with resident councils and family councils Evidence-based Clinical Processes in Nursing Homes Quality Improvement Process Culture Change Methods and History in Michigan

II. Volunteer Refresher Trainings:

Communicating with Nursing Home staff Guardianship Family councils Resident councils HIPAA Policies Culture Change Methods and History in Michigan Evidence-based Clinical Processes in Nursing Homes Quality Improvement Process


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OBJECTIVE 9 – SLTCO Data Collection and Reporting

The SLTCO must collect and report statewide confidential demographic, complaint, investigatory, informational, educational, referrals, and program data in a secure, limited access data system for federal, state, and local reports, and publicize improvements and significant problems as required.

As set forth in the Older Americans Act, Section 712 (c) and (h) (1), (2), and (3), and the Older Michiganian's Act, development and maintenance of a statewide reporting system and development of an annual report are required, that meets federal reporting requirements. Michigan’s state and local long-term care ombudsman currently use the Harmony—OmbudsManager on-line system to report cases, consultations, trainings, and collect data throughout each year. This data is placed into the required federal National Ombudsman Reporting System (NORS) annual report that is then submitted to the Administration on Community Living (ACL) by January 31 of each year for the preceding fiscal year data. Bidder is not required to use the existing on-line system for data management and reporting. If the Bidder proposes contracting with another subcontractor, the Bidder must submit a transition plan as part of this proposal that assures compliance with federal reporting requirements. This transition plan must be approved by OSA before contracting with a new subcontractor.

In addition, monthly, quarterly program and financial reports to OSA are required. The Bidder is also required to submit monthly program data to OSA. Bidder must demonstrate strong ability to analyze data and present data on behalf of residents’ needs and concerns.

The Bidder must have in place a system of training and monitoring and certifying of state and local level ombudsman staff to ensure data security, client confidentiality, and HIPAA compliance training has been provided and completed, (See HIPAA policy Appendix C).


OBJECTIVE 10 – The Office of the SLTCO – STLCO Responsibilities During Licensed Long-Term Care (LTC) Emergencies and Closures

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The SLTCO or designated SLTCO staff will represent residents of licensed LTC facilities in the event of any emergencies and closures. The SLTCO or designated STLCO will coordinate onsite activities of the local ombudsman in emergencies.


OBJECTIVE 11 – The Office of the STLCO -- Report to the Governor and the Legislature Annually

The SLTCO is to provide a written report to the governor and legislature annually about the STLCO program, and make recommendations for improving the health, safety, welfare, and rights of residents of LTC facilities. The content and format of the report will be determined once the grant award is signed.


OBJECTIVE 12 – The Office of the STLCO -- Cooperation, Conferences, Meetings, and Studies

The SLTCO and LLTCO shall cooperate with persons and public or private agencies and participate in conferences, inquiries, meetings, or studies, which may lead to improvements.


Objective 13 --- Grantee—Establish Secure and Confidential SLTCO Office Space Establish a secure and confidential office space for the Office of the State Long-Term Care Ombudsman (SLTCO) according to law and within a private, nonprofit organization. Office space is not provided within OSA for this project.Please describe your plan for meeting this requirement.Bidder Response:

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OBJECTIVE 14 – Grantee and SLTCO -- Publicize the SLTCO Program throughout the State and Publication Rights

The Grantee and SLTCO will publicize the SLTCO program throughout the state.1. All written materials such as brochures, training materials, screening

materials, referral lists, books, and films etc., developed by the Bidder must be reviewed and approved by OSA prior to publication.


OBJECTIVE 15 – Grantee and SLTCO --Demonstration of Knowledge and Promotion of Long-Term Care Culture Change and Methods

The Grantee and SLTCO must demonstrate knowledge and promote long-term care culture change that improves the well-being of older adults and persons with disabilities and those who support them by transforming the communities where they live and work. The focus must include promoting methods like person-centered thinking and planning of supports and services, the Eden Alternative, the formation of neighborhoods within long-term care settings, and building of Green Houses, etc. in all work of the SLTCO and Local LTCO.

Please describe your organization’s understanding of culture change, how the organization will long-term care culture change, and your plan for meeting these requirements.

Bidder Response:

Section IV

General Requirements

IV-A. Data Collection and Reporting 1. The Grantee must have sufficient technological capability to accurately

record, develop, and electronically submit reports on all required services by OSA under a possible grant agreement in compliance with the federally

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required NORS system. This information shall be maintained in a secure, confidential, and limited access format that is agreeable to OSA.

Please describe your plan for meeting this requirement.

Bidder Response:

2. The Grantee will maintain and update on a regular basis a directory of all the LLTCO and their approved volunteers. The list must be continually updated and submitted to OSA quarterly.


Bidder Response:

3. The Grantee must ensure that all staff and volunteers providing ombudsman services have completed the required criminal background check, and are trained and certified according to the MI SLTCO polices upon hire or acceptance to be a volunteer, and every two years thereafter.

Bidder Response:

4. The Grantee must demonstrate an ability to create and retain custom and ad hoc program reports as needed. The Bidder must have sufficient technological capability to accurately record, develop, and electronically submit reports on all required services by OSA.

a. The successful Bidder shall provide a monthly activity report to OSA by the 15th of each month beginning in November 2014. The monthly report will include the number of complaint cases, visits to LTC facilities, consultations, and trainings, top ten issues presented to ombudsman by residents and other data elements demonstrating program reach and service provision, to be directed by OSA to successful Bidder.

b. Progress reports are due on a quarterly basis, and a final report is required for each fiscal year. All data collected during the grant period becomes the property of OSA.

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c. Monthly and quarterly Financial Status Reports (FSRs), cash requests, and detailed budget expenses are prepared and submitted to OSA. FSRs and expense reports are to be submitted through the OSA Secure File Drop or FIRST on a monthly and quarterly basis by the 15th

of the following month and especially Final FSRs in October or the month following the last quarter of the grant award. All FSRs must reflect total actual program expenditures, regardless of the source of funds. Amounts submitted on all FSRs and cash requests must be rounded to the nearest dollar.

d. The Grantee must also be prepared to maintain any and, all records pertaining to the SLTCO as designated by the policies of the DTMB.


Bidder Response:

IV-B. Quality Improvement Plan The Grantee is responsible for developing and implementing a continuous quality improvement plan based on SLTCO data and documentation of the entire program. The Bidder must perform a review and analysis of the statewide STLCO program and policies. This includes the review of ombudsman customer service, information and referral, communications with local long-term care ombudsman (LLTCO), LLTCO volunteers, LTC facility residents, families, staff, community partners, and regulatory officials, all related state and local ombudsman program data, documentation, HIPAA policy, and reports. Quality improvement criteria and measures are to be developed based upon the review of the program by the end of the first year of the grant. Surveys, questionnaires, focus groups, and secret shopper tools and approaches may be implemented during the review process.


Bidder Response:

IV-C. Grant Agreement Terms and Conditions

Appendix A is a sample OSA Grant Agreement with the Terms and Conditions the Grantee must meet if awarded this grant.


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Bidder Response:

IV-D. State Long-Term Care Ombudsman Program Work Plans The Bidder will complete three, one-year State Long-Term Care Ombudsman Project Work Plans including goals, measurable outcomes, timeframe, major objectives, key activities/tasks, lead person, and time line by month. (Form #1) The Bidder should include at a minimum, monthly meetings or more as needed with OSA regarding work plan program activities in the timeframe.

Please describe your plan to meet this requirement.

Bidder Response:

IV-E. Project BudgetsThe Bidder must complete the Program Budget Summary and Cost Detail Schedule in Form #2 for each year of the grant. Refer to Appendix B MDCH Instructions for Preparation of Budget Forms (DCH-0385, DCH-0386). In addition, the Bidder must submit one cumulative budget covering the three years of a possible grant award. The State’s fiscal year is October 1 through September 30. The Bidder is to assume receipt of the same budget amount each year; the one-year budgets will equal the three-year cumulative budget.

A narrative budget justification must accompany each one-year budget. Inclusion of any other funds or in-kind resources should be noted on the budget documents and the budget justification.

Please describe your plan to meet this requirement.

Bidder Response:

V. RFP Process and Evaluation Criteria

V-A. The RFP process: 1. Issue RFP – June 20, 2014

2. Bidders submit written questions – July 8, 2014

3. Bidders submit proposals by the due date –July 25, 201424

RFP #OSA – 15-005

4. Grant Agreement start date– October 1, 2014

V-B. QuestionsQuestions concerning the RFP are to be submitted electronically before 3:00 p.m. on July 8, 2014, to:

Shirley Bentsen, Grant Specialist

Michigan Office of Services to the Aging

[email protected]

All questions must be submitted in writing and sent electronically as an attachment in Microsoft Word. Changes to the RFP and answers to questions will be prepared as a RFP addendum and posted on MDCH’s web site. The posted addendum officially revises and supersedes the original RFP. The RFP addendum will be posted approximately by July 11, 2014.

V-C. Evaluation CriteriaIn awarding the grant agreement, proposals will be evaluated by a Joint Evaluation Committee. The below chart represents the technical evaluation criteria:

Technical Evaluation Criteria Weight1. Key Personnel (Objective 1,) 202. Office of the SLTCO Statewide Ombudsman Program

(Objective 5)5

3. Representation of Residents, Cooperation, Conferences Meetings and Studies, and Demonstration of Knowledge and Promotion of LTC Change and Methods (Objectives 2, 12, 15)

5

4. Office of the SLTCO Confidential Complaint Identification, Investigation and Resolution (Objective 4)

5

5. Operation of Toll-Free Number (Objective 3) 56. Responsibilities During Licensed Long-Term Care (LTC)

Emergencies and Closures (Objective 10)5

7. Training (Objectives 6,7,8,) 158. General Requirements

a. Data Collection & Reporting (Objectives 9, 11, 14 and Section IV. A)

15

b. Quality Improvement Plan RecommendationsFor Year Two (Section IV B)

15

c. Work Site Requirements (Objective 13) 10TOTAL 100

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V-D. Budget EvaluationOnly those proposals receiving a score of 80 points or more in the technical proposal evaluation will have their budget evaluated to be considered for award.

V-E. Award Decision Award recommendation will be made to the Director of the Michigan Office of Services to the Aging and approved by the Michigan Commission on Services to the Aging. The grant award decision is final. Grant awards are made at the sole discretion of OSA and are not subject to a protest or appeal.

V-F. State Administrative Board The State Administrative Board (SAB) must approve all agreements in excess of $250,000. The decision of this Board regarding the recommendation is final; however, SAB approval does not constitute an agreement. The award process is not completed until the Bidder receives a properly executed grant agreement from OSA.

V-G. Proposal Format and Required Documents Proposals must be completed using an easily readable serif typeface, such as Arial, Times Roman, Courier, or CG Times 12 pitch font. Bidder must respond to all sections of the RFP by returning the entire RFP document with Bidder prompts completed along with the requested forms for completion. Failure to respond to every section may result in disqualification from the bidding process.

V-H. Proposal Submission Proposals must be submitted electronically to Lauren Swanson, Grant Manager, at [email protected] before 3:00 P.M. on July 25, 2014. Bidders are responsible for submitting their proposals on time. Proposals received by any other method than noted above, or proposals that are late, cannot be considered unless all other proposals received on time do not meet specifications, or no other proposals are received.

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