request for proposals for medical over-the-phone

RFP Number: 2309 Date: May 17, 2018 Due Date: June 8, 2018

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Request for Proposals

For

MEDICAL OVER-THE-PHONE INTERPRETATION (OPI) SERVICES All communication regarding this RFP must be to: Joseph Varghese

Director, Procurement Systems/Operations 646-458-6576 [email protected]


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I. RFP Timeline

Date Action

May 18, 2018 Publish RFP

June 5, 2018 Proposer questions by 5:00 p.m. EST

June 8, 2018 Submission deadline by 5:00 p.m. EST

July - August In-Person Interview

Q4 2018 Contract Start


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II. NYC Health + Hospitals New York City Health and Hospitals Corporation (NYC Health + Hospitals) is an integrated health care system of hospitals, neighborhood health centers, long-term care, nursing homes and home care – the public safety net health care system of New York City. NYC Health + Hospitals is committed to the health and well-being of all New Yorkers and we offer a wide range of high quality and affordable health care services to keep our patients healthy and to address the needs of New York City's diverse populations. http://www.nychealthandhospitals.org/

http://www.nychealthandhospitals.org/


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III. Project Description New York City is a linguistically diverse place, with residents speaking over 200 languages and dialects, fifty percent (50%) speaking a language other than English at home, and approximately 1.8 million persons (24%) considered Limited English Proficient (LEP). A significant segment of the population served by NYC Health + Hospitals, approximately 30%, is LEP and requires language assistance services to ensure effective communication with health care providers and other key facility staff, which in turn helps reduce health care disparities, enhance patient safety and improve patient outcomes. NYC Health + Hospitals offers Over-the-Phone interpretation services to our LEP patient population 24 hours a day, 7 days a week, 365 days a year. The top 20 most requested languages across the System are Spanish, Bengali, Mandarin, French, Haitian Creole, Arabic, Russian, Polish, Cantonese, Korean, Albanian, Urdu, Punjabi, Hindi, Uzbek, Hungarian, Yemeni Arabic, Italian, Turkish and Georgian. In FY 17, NYC Health + Hospitals utilized over 12 million minutes of Over-the-Phone interpretation services in over 180 languages and dialects and has averaged 20% growth in service utilization in the last 3 years.

NYC Health + Hospitals also serves an LEP population with languages and dialects considered less common, which require on demand language assistance services. Languages and dialects that also require on-demand coverage include Min Chinese (e.g., Fuzhounese, Taiwanese), Wu Chinese (e.g., Shanghainese, Wenzhounese), Yue Chinese (e.g., Toishanese), Fulani (and which variants of it), Mandingo, Mixtec, Nepali, Quechua, Moroccan Arabic, and Bangladeshi Bengali.

NYC Health + Hospitals’ Office of Diversity and Inclusion administers and oversees the language services contracts used system-wide. The Office of Diversity and Inclusion provides system-wide support to NYC Health + Hospitals’ personnel to promote and advance meaningful access and health equity to all. Our mission is one which champions a diverse workforce, strives to create a multicultural and welcoming environment for patients and staff, and fosters an inclusive setting to ensure equitable, comprehensive care to New York City’s diverse patient population.


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The purpose of this RFP is to select qualified vendor(s) to provide NYC Health + Hospitals (the “Organization”) with comprehensive OPI Services for its acute care hospitals, long-term care facilities, Gotham Health Centers, community-based clinics, health plan, correctional health services unit, and certified home health agency. The expected contract would be for a period of three years, with two additional one-year options to renew, solely exercisable by NYC Health + Hospitals. Vendors must specialize in medical and health terminology for hospitals and healthcare systems, have demonstrated expertise, experience and be capable of meeting NYC Health + Hospitals’ volume and language requirements as well as other key performance indicators as outlined in this solicitation

NYC Health + Hospitals is seeking to award contracts to more than one company based on capacity and the best interests of the Organization, and does not guarantee any minimum services to any one contractor.

The Organization will only contract with companies that do not discriminate against their employees or applicants for employment because of race, creed, color, national origin, sex, age, disability, marital status, gender identity, sexual orientation or citizenship status with respect to all employment decisions. The Organization encourages women- and minority-owned businesses to submit proposals in response to this solicitation.

IV. Minimum Criteria

The proposer must meet the following minimum qualifications in order to participate in this RFP:

• Minimum of 10 years of experience providing interpretation services to hospitals and healthcare organizations.

• Minimum of three client references from healthcare facilities or healthcare systems to whom it has provided services within the past three years. References cannot be from NYC Health + Hospitals facilities.


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V. Scope of Work: OPI Services

A. Description of Work to be Performed

NYC Health + Hospitals is seeking qualified Vendors to provide medical Over-the-Phone Interpretation (OPI) services, a telephonic service that offers on-demand medical interpreters 24 hours a day, 7 days week, at the request of personnel located at any of our facilities throughout New York City’s five boroughs.

OPI services shall be provided system-wide for, but not limited to, the languages required under applicable federal, state or local laws, policies, regulatory and administrative directives as well as languages requested by NYC Health + Hospitals’ patient population and considering languages spoken by the limited English proficient (LEP) population residing within New York City (See Appendix A for a list of languages).

Vendors must have the capability to adapt and accommodate to any changes in language needs that may arise throughout the term of their contractual relationship with NYC Health + Hospitals in order to keep pace with language trends and changing demographics. Vendors shall ensure only qualified medical interpreters are used in the delivery of services.

B. Vendor Qualifications/Requirements

1. Experience

Vendors shall possess substantial and successful experience providing medical Over-the-Phone Interpretation (OPI) services. Vendors shall describe their “substantial and successful experience” providing services. This description may include, but is not limited to, year organization began offering medical interpretation services, list of languages offered and availability of languages 24 hours a day, 7 days a week, average connection and wait times, number of employees, number of interpreters, any recognition and industry awards, licenses, certifications and/or membership in relevant industry organizations. Vendors must provide profile/years of industry experience of the management team, and include the volume of services provided annually and an explanation of the plan to adjust for the increase in current capacity if selected for this contract. At a minimum, it is required that Vendors have 10 years of verifiable experience providing medical OPI services to hospitals and healthcare organizations.


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Vendors shall provide a list of at least three references, from non-NYC Health + Hospitals entities, for which it has provided medical OPI services within the last three years and a list of all other entities/clients for which it has provided these services within the past five years.

C. Organizational Capacity

Proposers must have the resources, technological infrastructure, management structure, financial backing and security, and administrative controls in place to be able to successfully meet the necessary volume of interpretation requests, and other requirements outlined in this RFP. (See Appendix C for Call volumes by location and type.) Proposers shall demonstrate capacity by describing their approach to the following:

1. Organizational Structure/Staffing Levels • Proposal must include an organizational chart to understand the structure of the organization. • Proposers must state the number of qualified interpreters and share the percentage of those that

work within the United States versus outside the United States, as well as their planned shifts and percentage of employees vs. freelancers.

• Vendors must explain in the written proposal the company’s staffing level and the number of qualified medical interpreters that would be available on demand for NYC Health + Hospitals as per the language list provided in Appendix A.

2. Language Availability

• List the languages service is available in, and the days and hours of availability for each language.

• Expressly state whether or not services are available in the following languages and dialects: Min Chinese (e.g., Fuzhounese, Taiwanese), Wu Chinese (e.g., Shanghainese, Wenzhounese), Yue Chinese (e.g., Toishanese), Fulani (and which variants of it), Mandingo, Mixtec, Nepali, Quechua, Moroccan Arabic, and Bangladeshi Bengali. If these languages are available, please include days and hours of availability, as well as number of interpreters on the roster for each language.

• Explain process for forecasting language trends and its recruitment approach after determining a new language need.

• Explain how coverage will be assured for less commonly spoken languages and dialects in regions that include West Africa, China and Latin America, and address emergent language needs for the System. If subcontractors will be used for less commonly spoken languages, kindly identify organization(s) to be used and language they seek to cover in the proposal.

3. Interpreter Recruiting, Testing, and Training


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• Explain the current process used and/or required to assess the competency and qualifications of language professionals;

• Explain the process for recruiting, testing, training, and qualifying medical interpreters; • List specific tests and components of testing tool(s) used to measure language fluency and

competency of language professional; if testing is done in-house, please describe the method used to develop and validate test(s);

• List minimum training requirements for medical interpreters who would be providing services; and

• Detail your process for continuing education/training.

4. Monitoring and Evaluation • Describe your process for on-going monitoring/quality assurance of the performance of

medically-qualified interpreters, as well as the method and interval for which interpreters’ qualifications are reassessed.

• Describe your process to monitor and address service disruptions. For purposes of this RFP, a service disruption can mean any interruption that would constitute a degradation in the quality of services or delay in delivery significant enough to make the service limited or unavailable. Types of service disruptions include audibility issues, telecommunication or power issue that prevents users from accessing services, higher than expected call volumes, disruptions during system upgrades, or a natural-man-made disaster in a particular region that has potential to impact service.

• Provide call fill rates for your company’s last three fiscal years. • Please explain the emergency/backup and recovery plans in place to mitigate service disruptions

and to ensure continuation of service in case of disaster, emergency, bad weather, or any other scenarios that may cause services disruptions.

• Please explain the type of notification and/or alerts affected customers are expected to receive when service is interrupted through service restoration.

• Provide a clear process, chain of command and contact list that should be followed to escalate service issues. NYC Health and Hospitals should receive updates whenever this process or the contact list changes.

5. Complaint Resolution Process and Collection of Customer Feedback • Proposers must explain complaint resolution process that sets to investigate and resolve any

operational, performance, service delivery or compliance related issues resulting from the services rendered under this RFP. The proposal must describe the complaint resolution plan, including the length of time required to respond to a complaint and/or issue once reported or detected, and the format in which a response shall be provided to each affected NYC Health + Hospitals’ facility and Central Office.


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6. Service utilization tracking and reporting • Describe any available online portals that can be accessed to track spend, download reports,

billing or other relevant information about the services utilized.

D. Medical Interpreter Qualifications

For all work performed under the contract, Vendor shall ensure that individuals who provide medical Over-the-Phone Interpretation (OPI) services have the adequate competencies and knowledge in the specified target/source language. The qualified medical interpreter must possess the following qualifications, at a minimum:

1. Two (2) years of verifiable experience providing medical interpreting services; and 2. A minimum of forty (40) hours of interpreter skills training – Interpreters skills training must

include didactic and practicum components, and at a minimum include the following topics: • Applicable laws, standards and regulations, including HIPAA • Role of interpreter • Codes of ethics and standards of practice • Interpreter techniques and protocol (e.g., memorization, etc.) • Medical terminology (across disciplines)

3. Proof of passing score obtained on a validated competency test/assessment for medical/healthcare interpreters (industry standard is 80% or above) within the prior 2-year period.

2. Collecting, Storing and Providing Proof of Interpreter Qualifications

Proposer must describe the mechanism to request evidence of interpreter(s) qualifications, and the estimated timeframe for producing the information and/or documents requested from NYC Health + Hospitals. Under certain circumstances, requests will require a 1 to 2-hour turnaround time. Information/document requested may include:

• Interpreter ID# • Test taken • Results: X% (out of 100%) • Training • Training Date • Resume


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Vendors shall describe the process and components of the testing tool(s) in place to assess the quality of its interpreters’ language competency, qualifications and performance at regular intervals and be able to provide evidence upon request of the assessment results. If testing is done in-house, the method used to develop and validate such test(s) should be detailed as well. All individuals performing medical interpretation services, must remain qualified for the life of the contract. NYC Health + Hospitals reserves the right to direct the Vendor not to use any language professional deemed not qualified.

E. Liaison Designation and Customer Service Support a. Proposers must identify the designated liaison who will serve as the primary point of contact for

NYC Health + Hospitals system wide, respond to inquiries and requests in a timely fashion, and troubleshoot issues involving the contract and performance. This person shall have significant experience serving in this type of position and be qualified to act on the Vendor’s behalf on needs or issues that arise during the course of the contract.

b. Proposers must state whether there is a 24/7 live operator who can respond to interpretation requests and any customer service concerns.

c. Proposer must state if it offers at no additional cost, in service training, collateral materials (e.g., Language ID displays and posters).

d. Proposer must state if equipment will be offered at no additional cost (e.g., dual handset phones, etc.).

F. Reporting Requirements

Proposer must state whether it has an Account Management System that NYC Health + Hospitals can access. Vendor(s) shall provide periodic reports to the Central Office of Diversity & Inclusion as follows:

1. Monthly reports broken down by individual facility and in the aggregate for NYC Health + Hospitals on:

o Service Utilization: report must contain, at a minimum, the total number of connections, and minutes per language, average duration of interpretation services, average connection time per language.


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o Unfulfilled Requests: instances of any requests made that were not able to be fulfilled, specifying language and date/time of occurrence, reason and any action taken/resolution.

o Customer Feedback: list any complaints/commendations received directly by Vendor(s) from any NYC Health + Hospitals facility (including Central Office), including detailed information on date/time of receipt, date of incident if applicable, and follow-up/resolution.

o On-Site Facility Visits: list of any visits by Vendor representatives for meetings or to provide equipment support or staff training, including number of staff trained. • Annual reports broken down by individual facility and also in the aggregate for NYC Health

+ Hospitals at the end of each fiscal year (June 30th each year) detailing the total service utilization: total number of connections and minutes per language, average duration of interpretation services rendered, average connection time, etc.

2. Quarterly reports broken down by individual facility and in the aggregate for NYC Health + Hospitals on:

o Evidence of qualifications of Language Professionals used during the previous 3 months who performed interpreting services more than 20 times during that period. Please refer to Performance Metrics at Appendix B.

o In addition, NYC Health + Hospitals may periodically request verification and evidence of the qualifications of a specific language professional that provides services to verify they meet the requirements outlined above in section “Medical Interpreter Qualifications.”

3. Annual reports broken down by individual facility and also in the aggregate shall be provided to NYC Health + Hospitals within 60 days after the end of each service year (anniversary of contract start date) detailing the total service utilization: total number of OPI service requests per facility (including Central Office and each individual department) segregated by language; total number of connections and minutes per language and by facility. A summary of languages not able to be filled (if applicable); the aggregate of error occurrences derived from past quarterly reports; and costs for OPI service per facility.

4. Data Requests and Additional Reporting Occasionally, NYC Health + Hospitals Central Office of Diversity & Inclusion or any one of its Facilities/Entities may request additional information in reports. Proposal must confirm that the Vendor will comply with all reasonable requests for reporting at no additional cost. NYC Health + Hospitals may also request that the Vendor assist in preparing compliance reports for federal, state and local ordinances or policies by providing information and the Vendor would comply with all reasonable requests by NYC Health + Hospitals at no additional cost.


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Interpreter Qualifications Audit Report: the Central Office of Diversity & inclusion may periodically request verification and evidence of the qualifications of a specific interpreter or a subset of interpreters that provides services to its facilities that demonstrate that the interpreter(s) meet the requirements outlined in section “Medical Interpreter Qualifications.”

G. Adherence to Performance Standards

Proposal must include, in detail, the quality assurance processes in place to ensure the quality of the OPI services. Vendor shall have an established and rigorous quality assurance program and processes to ensure the highest quality of interpretation services that take into consideration the regional languages and dialects spoken in New York City. Maintaining high performance standards may include, but is not limited to the process for reviewing and evaluating the quality of interpreter services, process related to recruitment, testing, training language professionals, and details of the quality assurance measures in place.

Additionally, Vendor(s) shall comply with the following Performance Metrics and will be evaluated regularly on their ability to deliver the services according to these metrics:

1. Connection Timeliness • Over-the-phone Interpretation (OPI) services are required 24 hours a day, 7 days a week, and

365 days a year. • Vendor must ensure that connection to a qualified interpreter occurs in 40 seconds or less

for at least 98% of requests made system wide.

2. Language Availability • Vendor shall make available languages spoken by limited English proficient patients at NYC

Health + Hospitals and the larger NYC LEP population. Please refer to languages in Appendix A.

• For languages of lesser diffusion, Vendor shall take reasonable steps to make available the language being requested.

3. Medical Interpreter Qualifications


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• Vendor must ensure the availability of qualified interpreters competent to communicate health/medical information 24 hours a day, 7 days a week, and 365 days a year.

• Vendor is responsible for ensuring interpreters used have the requisite credentials and experience 100% of the time and must document and produce valid proof of professional qualifications and experience.

4. Service Responsiveness & Availability • Vendor shall ensure clear, audible and uninterrupted communication throughout the

duration of interpretation services rendered 24/7. • Vendor shall ensure access to a live operator 24/7 who can respond to interpretation

requests and any customer service concerns. • Vendor shall ensure telecommunications services used, and hardware and equipment

provided as part of the contract are operational 24 hours a day, 7 days a week.

VI. Scoring Criteria

The scoring criteria for both Scopes of Work shall be as follows.

Category Weight %

Organizational Experience & Qualifications

25%

Price/Cost Structure 25%

Technical Qualifications 35%

Performance Metrics 15%

The Evaluation Committee shall be comprised of a minimum of five (5) persons who will evaluate the components of this solicitation. The Evaluation Committee shall evaluate and rate all proposals meeting the Minimum Qualification Requirements. All proposals will be evaluated in accordance with the criteria described in Statement of Work and Performance Metrics


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The Evaluation Committee will make a determination to: 1) award a contract based on initial proposals from all or a “short list"” of proposers; or 2) conduct discussions/negotiations with all or a “short list” of proposers.

Evaluation Criteria: Proposals must be responsive to all the material requirements of the RFP. The Committee will evaluate and rate the proposals of qualified firms on their technical merits by applying the Evaluation Criteria listed below.

a. Organizational Experience & Qualifications Description of Company and its organizational structure to ensure all criteria are met. Criteria include:

- 10 years of experience working with hospitals and healthcare organizations providing over-the-phone interpretation (OPI) services.

- Minimum of three client references from healthcare facilities or healthcare systems to whom it has provided services within the past three years. References cannot be from NYC Health + Hospitals facilities.

- List of current/recent clients for whom Vendor has performed services of similar scope, volume and language requirements as that delineated in this RFP.

- Description of company and organizational structure (e.g., staffing levels, management, # of linguist in target languages, etc.).

- Current service volume and evidence that organization has capacity to meet NYC Health + Hospitals’ service levels.

b. Cost/Payment Structure

Detailed description of the costs/ payment structure for the services to be delivered. Criteria include:

- Reasonable fixed per-minute rate for the three year contract and for each one year renewable option.

- Reasonableness of fees for any associated costs related to delivery of services. Points will be deducted for additional costs that are not industry practice or are considered unreasonable.

c. Technical Qualifications

Description of Vendor Qualifications/ Requirements delineated in the Statement of Work. Criteria include:

- Evaluation of Medical Interpreter Qualifications – Explain the testing and training used to determine language professional qualifications for Medical Interpretation services.

- Describe internal operating procedures and workflow process (e.g., availability of a live operator, assignment workflow, response time, ongoing interpreter training and assessment, etc.). Explain what process vendor has in place to secure languages of lesser diffusion.

- Explain process for ongoing monitoring and quality assurance. Review of company’s complaint resolution process for investigating and resolving operational, performance


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service delivery or compliance related issues and its adequacy. - Record Keeping – describe documents kept and its availability as required.

d. Ability to Meet Performance Metrics

Description on how the Vendor will meet each performance metric to ensure appropriate performance standards. Criteria include: - Ensure a 40 second connection to an interpreter who can communicate in the requested

language - Ensure service operability (e.g., clear and audible communication, etc.) 24/7. - Ensure language availability with a qualified medical interpreter 24/7. - Ensure language professionals are qualified 100% of the time and proof of interpreter

qualifications is readily available and accessible. - Ensure a dedicated liaison and customer service support 24/7.


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VII. Contract and Payment

The term of the contract resulting from this RFP shall be for a term of three (3) years with two (2) one-year options to renew. Payment will be net 90.


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VIII. RFP Process and Rules of Participation A. RFP Process 1. Questions. Substantive questions regarding the Scope of Work must be received by the date and time in the RFP Timeline and by the person designated on the first page of this RFP. Questions not timely received by such person are not guaranteed a response. 2. Submission. Proposers shall submit the Proposal Package in digital format by the time and date set forth in the RFP Timeline via email or on a CD or flash drive and one (1) hard copy via mail. The Proposal Package envelope must include the RFP name and number. Proposers may submit the Proposal Package in person or otherwise shall use a common carrier with signature and time stamp required to the following address: NYC Health + Hospitals Attn: Joseph Varghese 160 Water Street 13th Floor New York, NY 10038 Proposals that are late or unsealed will not be considered, however, NYC Health + Hospitals may accept late proposals when it is in its best interests and the lateness of the proposal is deemed non-material. B. Proposal Package Contents 1. Page limit. The Proposal Package shall not exceed 15 pages, not including the Executive Summary, exhibits or other attachments. 2. Cover Sheet. A cover sheet containing the following information:

NYC H+H Medical Over the Phone Interpretation RFP Vendor Name and Address Principal contact person name and contact information Vendor Tax ID number Number of addenda received

3. Table of Contents. The proposer must provide a table of contents with page numbers.


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4. Executive Summary. Provide a summary of no more than one to two pages describing how you will meet the goals of the RFP and a summary of the cost information. 5. Vendor’s Background and Organization: In this section provide the following information:

Number of employees Organization chart Audited financial statement for the last 3 years Background of principals Recently completed similar size projects A copy of any licenses relevant to this project Duration you have been doing business in this service or product line

6. References. List of three current clients and two previous clients, including email addresses and phone numbers. 7. Technical Proposal. The Technical Proposal must address all issues in the Scope of Work and include any other information you believe would be relevant, 8. Cost Proposal. If not already addressed in the Technical Proposal, vendor must set forth a cost proposal including line item detail of services, equipment, labor and all overhead and profit within the proposal. 9. MWBE Utilization Plan (form attached). NYC Health + Hospitals follows New York State Executive Law Article 15-A which requires 30% participation of New York State Certified MWBEs as subcontractors. The directory of New York State Certified MWBEs can be viewed at: http://bitly.com/1b7OmNI. An MWBE Utilization Plan shall be submitted with the names of the MWBE subcontractors the proposer plans to use to meet such goal. Waivers will only be given after good faith efforts have been demonstrated. 10. NYC Health + Hospitals Terms and Conditions, Form 110-96 (attached). NYC Health + Hospitals does not accept any changes to the terms and conditions set forth as mandatory within Form 110-96. Any exceptions taken to such mandatory terms may result in rejection of the proposal. Any exceptions to the terms and conditions must be set forth in writing, with reasons for such objection, and alternate language suggested.

http://bitly.com/1b7OmNI


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11. Confidential or Proprietary Information. NYC Health + Hospitals is a public entity subject to New York State’s Freedom of Information Law (FOIL). Therefore, any confidential or proprietary information should be marked accordingly to assist in any FOIL request. Such information deemed by the vendor to be confidential or proprietary shall be easily separable from the non-confidential or non-proprietary sections of the proposal. 12. Doing Business Data Form (“DBDF”) (attached). In accordance with New York City Local Law 34 of 2007, the proposer must submit an accurate and complete DBDF, enclosed in a separate envelope. Failure to do so will result in rejection of the proposal. 13. Business Associate Agreement (“BAA”) (attached). The selected vendor must submit a signed copy of the BAA. No modifications may be made to the BAA 14. Additional Required Forms. Supply and Service Employment Report, W-9. C. Rules of Participation 1. Communication with NYC Health + Hospitals. From the date this RFP is issued until the award of contract proposer and its staff shall direct all communications relating to this RFP solely to the person set forth on the first page of this RFP. 2. Solely within its discretion, NYC Health + Hospitals may withdraw this RFP prior to award of a contract, postpone this RFP, reject all proposals, or choose not to award a contract as a result of this RFP. 3. Addenda. NYC Health + Hospitals may issue addenda to this RFP to correct or clarify the solicitation. It is the proposer’s responsibility to ensure that it has received all addenda. Prior to submitting the Proposal Package the proposer should check with the contact person on the first age of this RFP. 4. Modifying Proposals. A proposer may submit a modified proposal to replace all or any portion of a previously submitted proposal up until the submission deadline. 5. Mistakes. NYC Health + Hospitals may waive or modify any mistakes in proposals that are deemed to be not material. 6. NYC Health + Hospitals shall not be bound by any oral or written representations, statements or explanations other than those made in this RFP or in formal written addenda issued to this RFP.


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7. Proposal. The proposal is a written offer and shall be irrevocable for six months. The offer may not be withdrawn after the submission deadline. 8. Modifications to or withdrawals of a proposal after the submission deadline shall not be considered. 9. Costs. NYC Health + Hospitals shall not be liable for any costs incurred by proposers in the preparation of proposals or for any work performed in connection therewith. 10. Negotiations. NYC Health + Hospitals may award a contract on the basis of initial offers received. The Proposal Package should therefore contain the proposer’s best terms from a programmatic and cost standpoint. NYC Health + Hospitals may choose to negotiate all proposers or a limited pool of proposers and award a contract to one or more proposers. 11. Award. If a contract results from this RFP the contract will be awarded to the highest-rated responsible proposer(s) based on the evaluation factors set forth in the RFP. 12. Conditions of Award. All proposed awards will be subject to compliance with NYC Health + Hospitals legal requirements, vendor responsibility determination, and approval by its internal governing bodies.

D. Evaluation

1. Evaluation Committee. An Evaluation Committee shall be formed and comprised of a minimum of five persons who will evaluate the proposals. 2. Scoring. The Evaluation Committee shall score and weight responsive proposals of proposers that meet the Minimum Qualifications in accordance with the scoring criteria set forth above in this RFP. 3. Presentations. The Evaluation Committee may require all or a short list of proposers to give one or more oral or visual presentations in support of their proposals and/or otherwise demonstrate the information contained therein.


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Proposal Package Checklist

An envelope addressed to the person set forth on the first page of this RFP, including the name and number of this RFP.

A flash drive or CD containing the Proposal Package

Acknowledgment of Addenda, if any

Doing Business Data Form

Business Associate Agreement

MWBE Utilization Plan

Supply and Service Employment Report

W-9 Form

Online Disclosure Filing

Vendors must complete an online disclosure filing via the PASSPort system (formerly known as Vendex). To do so you must:

1) Go to: https://passport.cityofnewyork.us

2) Create a username using your email address

3) Login with your username and create an account for your company

4) Complete and submit the online questionnaire

https://passport.cityofnewyork.us/


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APPENDIX A: NYC Health + Hospitals’ requested languages (2017 and 2016)

Acholi Gen Masalit Turkmen Afar Georgian Mbay Twi Afghan German Mien Tzotzil

Afrikaans German-Pennsylvania Dutch Mina Ukrainian

Akan Gheg Mirpuri Urdu Akateko Gokana Mixteco Uyghur Albanian Greek Mixteco Alto Uzbek Amharic Guarani Mixteco Bajo Vietnamese Anuak Gujarati Mizo Visayan Apache Gulay Mnong Welsh Arabic Gulf Arabic Moldovan Wodaabe Armenian Gurani/Gorani Mongolian Wolof Ashanti Haitian Creole Montenegrin Wu Assyrian Hakka Chin/Lai Moroccan Arabic Wuxinese/Wuxi Azerbaijani Hakka-China Mortlockese Yemeni Arabic Bahasa/Brunei Hakka-Taiwan Napoletano/Neapolitan Yiddish Bahdini Hamer-Bana Navajo Yoruba Bahnar Hassaniyya Nepali Yugoslavian

Bajuni Hausa/Yaren Hausa/ Harshen Hausa Ngambay Yunnanese

Baluchi/Beluchi Hawaiian Nigerian English Pidgin Zapotecp Bambara/Bamanankan/ Bamana/Banmana Hebrew Norwegian Zarma

Bantu Hiligaynon Nuer (sudan) Zo/Zomi/Zou Barese/Bari Hindi Nupe Zyphe/Chin Basque/Euskara Hindko Nyanja Zophei/Zoptei/ Bassa Hindustani Nyoro Vawngtu Belorussian Hmong Ojibway Bemba/Chibemba/ Cibemba/Ichibemba/ Hokkien Oromo

Chiwemba Hunanese Pampangan/Pampang/

Kapampangan Benaadir/Banaadir Hungarian Papiamento Bengali Ibanag Pashto


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Berber Icelandic Persian Bhutanese/Dzongkha Igbo/ibo Pidgin English Bicol Ilocano Plautdietsch Borana Indonesian Pohnpeian Bosnian Inuktitut Polish Bravanese Iraqi Arabic Portuguese-Brazil Bulgarian Italian Portuguese-Portugal Burmese Jakartanese Portuguese Creole Cakchiquel/Kaqchikel Jamaican Patois/ Jamaican

English Creole Patois Pothohari

Cambodian Japanese Pugliese Cantonese Jarai Pulaar Cape Verdean Javanese Punjabi Catalan Jingpho Putian Cebuano Jinyu Quechua/Quichua Chaldean Juba Arabic Rade Chamorro Jula Rakhine Chao Chow Kaba/Sara Kaba Rohingya Chichewa Kachchi/Kutchi/Cutchi Romanian Chin (Falam) Kam Muang Rundi Chin (Hakha) Kamba/Kikamba Russian Chin (Tedim) Kanjobal Rwanda Chin Mara Kannada Samoan Chin Matu Karen Sango Chin Senthang Karenni/Kayah Saraiki/Seraiki Chinese Kashmiri Saudi Arabic Chipewyan Kazakh Serbian Chui Chow Kham/Kham Pang Serbo-Croatian Chungshan Khana Shanghainese Chuukese/Trukese Khmer Shona Cree Kiche/Quiche Sichuan Yi/Nuosi Crioulo Kikuyu Sichuan/Szechuan Croatian Kimiiru Sicilian Czech Kinya/Rwanda Sindi Danish Kirundi Sinhala Dari Kiswahili Slovak/Slovakian Dewoin Koho Slovenian/Slovene Dinka Kongo Soga


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Duala Korean Somali Dutch Krahn Soninke Dzongkha/Bhutanese Krio Soninke (Maraka) Edo Kunama Soninke (Sarahuleh) Egyptian Arabic Kurdish Soninke (Sarakole) Ekegusii Kurdish (Badini) Spanish Eritrean Kurdish (Northern)/ Kurmanji Sudanese Arabic

Estonian Kurdish (Central)/Sorani Sunda/Sundanese Ethiopian Kyrgyz/Kirghiz Susu/Soso Ewe Lao/Laotian Swahili Fanti Latvian Swahili (Chimwiini) Farsi Levantine Arabic Swahili (Kibajuni) Fijian Liberian Pidgin English Swedish Fijian Hindi Lingala Sylheti/Sylhetti Filipino Lithuanian Tadzhik Finnish Luba-Kasai Taechew Flemish Luganda Tagalog Foochow/Fuzhou/ Luo Taiwanese Fuzhounese/ Maay Tajik Hok-chiu/Bàng-uâ Macedonian Tamil French Malay Telugu French Cajun Malayalam Thai French Canadian Malinke Tibetan French Creole Maltese Tigre Fukienese/Fujianese Mam Tigrigna/Tigrinya Fulani/Fulah Mandarin Tohono O’odham/ Papago-

Pima Ga Mandingo/Mandinka Toishanese/Toisan/ Gaddang/Cagayan Maninka Taishanese Gaelic-Irish Manobo Tongan Gaelic-Scottish Marathi Tooro Garre/Af-Garre Marka Trique Garri Marshallese Turkish


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APPENDIX B: American Community Survey: Top Languages Spoken by LEP New Yorkers 5-Year Estimate (2015-2011)


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Appendix C: Performance Metrics: Over-the-Phone Interpretation (OPI) Services


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Appendix D: Call Volumes by Facility and by Language: July 2016 – June 2017

Facility Total # of Phone Interpretations % of Total

Bellevue 220473 21.19% Elmhurst 191383 18.39% Lincoln Medical 72921 7.01% Woodhull 93298 8.97% Jacobi 80222 7.71% Harlem 49735 4.78% Metropolitan 61968 5.96% Coney Island 53137 5.11% Queens 53751 5.17% North Central Bronx 45048 4.33% Kings County 41714 4.01% Metroplus 26588 2.56% Gouverneur 18485 1.78% Cumberland 11716 1.13% Health & Homecare 6408 0.62% Morrisania 5651 0.54% Segundo Ruiz-Belvis 4446 0.43% Coler 1503 0.14% Renaissance 1420 0.14% Carter LTACH 292 0.03% Henry J. Carter 181 0.02% McKinney 73 0.01% East New York 1 0.00% Total 1,040,414 100%


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Language Total # of Phone Interpretations % of Total

Spanish 684,617 67.92% Bengali 53,103 5.27% Mandarin 50,631 5.02% French 29,293 2.91% Haitian Creole 29,994 2.98% Russian 24,778 2.46% Arabic 20,369 2.02% Polish 17,817 1.77% Cantonese 16,045 1.59% Korean 8,846 0.88% Albanian 7,583 0.75% Urdu 7,416 0.74% Punjabi 5,320 0.53% Hindi 4,121 0.41% Uzbek 3,236 0.32% Hungarian 2,804 0.28% Yemeni Arabic 2,153 0.21% Turkish 1,530 0.15% Georgian 1,109 0.11% Italian 981 0.10% Other Languages 36,164 3.59% Total 1,007,910 100%

Total Languages Provided 182

Total # of Minutes for Phone Interpretation 13,790,711

request for proposals for medical over-the-phone

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