171117-CONTRACT.PDF

CONTRACT PURSUANT TO RFP
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This Contract is entered into this 26th day of April, 2017 by and between Maricopa County (“County”), a political
subdivision of the State of Arizona, and Area Agency on Aging, Region One, Inc., an Arizona corporation
(“Contractor”) for the purchase of services for the Case Management Category of Central Eligibility including
screening and processing applications and assisting with and providing other services as specified within the scope
of work.
1.0 CONTRACT TERM:
1.1 This Contract is for a term of three (3) years, beginning on the 26th day of April, 2017 and ending
the 30th day of April, 2020.
1.2 The County may, at its option and with the agreement of the Contractor, renew the term of this
Contract for additional terms up to a maximum of three (3) additional years, (or at the County’s
sole discretion, extend the contract on a month-to-month bases for a maximum of six (6) months
after expiration). The County shall notify the Contractor in writing of its intent to extend the
Contract term at least sixty (60) calendar days prior to the expiration of the original contract term,
or any additional term thereafter.
2.0 PAYMENTS:
2.1 As consideration for performance of the duties described herein, County shall pay Contractor the
sum(s) stated in Exhibit “A.”
2.2 The Maricopa County Ryan White Part A Program requires that all Invoices be submitted via its
“Secure File Transfer System.” The Secure File Transfer System is a part of the electronic data
systems provided to the Contractor by the County.
2.3 The Contractor shall submit electronically to the Administrative Agent one (1) legible copy of
their detailed monthly invoice before payment(s) can be made.
2.4 Contractor will submit the invoice packet for services performed on or before the fifteenth (15th)
calendar day following the month in which services were performed.
2.5 The invoice must include the requirements as outlined in the Ryan White Part A’s current policies
and procedures manual.
2.6 Problems regarding billing or invoicing shall be directed to the using agency as listed on the
Purchase Order.
2.6.1 Payment shall be made to the Contractor by Accounts Payable through the Maricopa
County Vendor Express Payment Program. This is an Electronic Funds Transfer (EFT)
process. After Contract Award the Contractor shall complete the Vendor Registration
Form located on the County Department of Finance Vendor Registration Web Site
(http://www.maricopa.gov/Finance/Vendors.aspx).
2.6.2 Discounts offered in the contract shall be calculated based on the date a properly
completed invoice is received by the County (ROI).

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2.6.3 EFT payments to the routing and account numbers designated by the Contractor will
include the details on the specific invoices that the payment covers. The Contractor is
required to discuss remittance delivery capabilities with their designated financial
institution for access to those details.
2.7 METHOD OF PAYMENT:
2.7.1 Subject to the availability of funds, County will, within thirty (30) business days from the
date of receipt of the documents enumerated herein, process and remit to the Contractor a
warrant for payment up to the maximum total allowable for services provided or work
performed during the previous month. Payment may be delayed or reduced if invoices are
in non-compliance due to late submission, improperly completed or missing
documentation/information or for other contract non-compliance occurring in the related
grant year. Other non-compliance issues that may delay or reduce payments can be
related to any contractual issue, and may not necessarily be related to the bill itself.
Should County make a disallowance in the claim, the claim shall be processed for the
reduced amount. If the Contractor protests the amount or the reason for a disallowance,
the protest shall be construed as a dispute concerning a question of fact within the
meaning of the "Disputes" clause of the Special Provisions of this Contract.
2.7.2 The Contractor understands and agrees that County will not honor any claim for payment
submitted sixty (60) calendar days after date of service. The Contractor understands and
agrees that County will not process any claim for payment for services rendered prior to
the end of the contract period which are submitted sixty (60) calendar days after the end
of the contract period without approval of County. For claims that are subject to
AHCCCS Regulation R9-22703.B1, County will not honor any claim for payment
submitted nine (9) months after date of service. Claims submitted forty-five (45) calendar
days from the last day of the grant year will not be honored or reimbursed.
2.7.3 Payments made by County to the Contractor are conditioned upon the timely receipt of
applicable, accurate and complete invoice reports and forms submitted by the Contractor.
All monthly invoices must be supported by auditable documentation, which is determined
to be sufficient, competent evidential matter defined by the County.
2.7.4 The Contractor understands and agrees to maximize all other revenue streams including
self-pay and all sources of third party reimbursements. The Contractor understands and
agrees that all self-pay and third party payments must be exhausted to offset program
costs before Ryan White funds are used. The Contractor must have policies and
procedures documented and in place to determine and bill these other potential payment
sources. These third party payers include but are not limited to Regional Behavioral
Health Authority (RBHA), Arizona Health Care Cost Containment Services (AHCCCS),
Arizona Long Term Care System (ALTCS), Veteran’s Administration (VA), TRICARE,
Medicare and private/commercial or other insurance. The Contractor will determine
eligibility of clients and assist with client enrollment whenever feasible. Payments
collected by the Contractor for Ryan White services must be recorded as Program Income
in the Contractor’s financial management system and deducted from bills issued to the
County. Program income records must be made available to the County for assurance that
such revenues are used to support related services.
2.8 APPLICABLE TAXES:
2.8.1 Payment of Taxes: The Contractor shall pay all applicable taxes. With respect to any
installation labor on items that are not attached to real property performed by Contractor
under the terms of this Contract, the installation labor cost and the gross receipts for
materials provided shall be listed separately on the Contractor’s invoices.
2.8.2 State and Local Transaction Privilege Taxes: Maricopa County is subject to all
applicable state and local transaction privilege taxes. To the extent any state and local

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transaction privilege taxes apply to sales made under the terms of this contract it is the
responsibility of the seller to collect and remit all applicable taxes to the proper taxing
jurisdiction of authority.
2.8.3 Tax Indemnification: Contractor and all subcontractors shall pay all Federal, state, and
local taxes applicable to its operation and any persons employed by the Contractor.
Contractor shall, and require all subcontractors to hold Maricopa County harmless from
any responsibility for taxes, damages and interest, if applicable, contributions required
under Federal, and/or state and local laws and regulations and any other costs including
transaction privilege taxes, unemployment compensation insurance, Social Security and
Worker’s Compensation.
2.9 TAX: (SERVICES):
No tax shall be levied against labor. It is the responsibility of the Contractor to determine any and
all taxes and include the same in proposal price.
2.10 STRATEGIC ALLIANCE for VOLUME EXPENDITURES ($AVE):
2.10.1 The County is a member of the $AVE Cooperative Purchasing Group. $AVE includes
the State of Arizona, many Phoenix metropolitan area municipalities, and many K-12
unified school districts. Under the $AVE Cooperative Purchasing Agreement, and with
the concurrence of the successful Respondent under this solicitation, a member of $AVE
may access a contract resulting from a solicitation issued by the County. If you do not
want to grant such access to a member of $AVE, please so state in your proposal. In the
absence of a statement to the contrary, the County will assume that you do wish to grant
access to any contract that may result from this Request for Proposal.
2.11 INTERGOVERNMENTAL COOPERATIVE PURCHASING AGREEMENTS (ICPA’s):
2.11.1 County currently holds ICPA’s with numerous governmental entities throughout the State
of Arizona. These agreements allow those entities, with the approval of the Contractor,
to purchase their requirements under the terms and conditions of the County Contract.
Please indicate on Attachment A, your acceptance or rejection regarding such
participation of other governmental entities. Your response will not be considered as an
evaluation factor in awarding a contract
3.0 AVAILABILITY OF FUNDS:
3.1 The provisions of this Contract relating to payment for services shall become effective when funds
assigned for the purpose of compensating the Contractor as herein provided are actually available
to County for disbursement. The County shall be the sole judge and authority in determining the
availability of funds under this Contract. County shall keep the Contractor fully informed as to the
availability of funds.
3.2 If any action is taken by any state agency, Federal department or any other agency or
instrumentality to suspend, decrease, or terminate its fiscal obligations under, or in connection
with, this Contract, County may amend, suspend, decrease, or terminate its obligations under, or in
connection with, this Contract. In the event of termination, County shall be liable for payment
only for services rendered prior to the effective date of the termination, provided that such services
are performed in accordance with the provisions of this Contract. County shall give written notice
of the effective date of any suspension, amendment, or termination under this Section, at least ten
(10) days in advance.
4.0 DUTIES:
4.1 The Contractor shall perform all duties stated in Exhibit “B” BUDGETING & PRICING, or as
otherwise directed in writing by the Procurement Officer.

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4.2 The Contractor shall perform all duties stated in Attachment “C” WORK PLAN, the current
approved Work Plan for that grant year and/or as directed by the current Ryan White Part A
Policies and Procedures Manual.
4.3 The Contractor shall perform services at the location(s) and time(s) as stated in this application,
the current approved work plan or otherwise directed in writing, via Contract Amendment and/or
task order from the Administrative Agent.
5.0 TERMS and CONDITIONS:
5.1 INDEMNIFICATION:
To the fullest extent permitted by law, and to the extent that claims, damages, losses or expenses
are not covered and paid by insurance purchased by the Contractor, the Contractor shall defend
indemnify and hold harmless the County (as Owner), its agents, representatives, agents, officers,
directors, officials, and employees from and against all claims, damages, losses, and expenses
(including, but not limited to attorneys' fees, court costs, expert witness fees, and the costs and
attorneys' fees for appellate proceedings) arising out of, or alleged to have resulted from the
negligent acts, errors, omissions, or mistakes relating to the performance of this Contract.
Contractor's duty to defend, indemnify, and hold harmless the County, its agents, representatives,
agents, officers, directors, officials, and employees shall arise in connection with any claim,
damage, loss, or expense that is attributable to bodily injury, sickness, disease, death or injury to,
impairment of, or destruction of tangible property, including loss of use resulting there from,
caused by negligent acts, errors, omissions, or mistakes in the performance of this Contract, but
only to the extent caused by the negligent acts or omissions of the Contractor, a subcontractor, any
one directly or indirectly employed by them, or anyone for whose acts they may be liable,
regardless of whether or not such claim, damage, loss, or expense is caused in part by a party
indemnified hereunder.
The amount and type of insurance coverage requirements set forth herein will in no way be
construed as limiting the scope of the indemnity in this paragraph.
The scope of this indemnification does not extend to the sole negligence of County.
5.2 INSURANCE:
5.2.1 Contractor, at Contractor’s own expense, shall purchase and maintain the herein
stipulated minimum insurance from a company or companies duly licensed by the State
of Arizona and possessing a current A.M. Best, Inc. rating of B++. In lieu of State of
Arizona licensing, the stipulated insurance may be purchased from a company or
companies, which are authorized to do business in the State of Arizona, provided that
said insurance companies meet the approval of County. The form of any insurance
policies and forms must be acceptable to County.
5.2.2 All insurance required herein shall be maintained in full force and effect until all work or
service required to be performed under the terms of the Contract is satisfactorily
completed and formally accepted. Failure to do so may, at the sole discretion of County,
constitute a material breach of this Contract.
5.2.3 Contractor’s insurance shall be primary insurance as respects County, and any insurance
or self-insurance maintained by County shall not contribute to it.
5.2.4 Any failure to comply with the claim reporting provisions of the insurance policies or any
breach of an insurance policy warranty shall not affect the County’s right to coverage
afforded under the insurance policies.
5.2.5 The insurance policies may provide coverage that contains deductibles or self-insured
retentions. Such deductible and/or self-insured retentions shall not be applicable with

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respect to the coverage provided to County under such policies. Contractor shall be
solely responsible for the deductible and/or self-insured retention and County, at its
option, may require Contractor to secure payment of such deductibles or self-insured
retentions by a surety bond or an irrevocable and unconditional letter of credit.
5.2.6 The insurance policies required by this Contract, except Workers’ Compensation and
Errors and Omissions, shall name County, its agents, representatives, officers, directors,
officials and employees as Additional Insureds.
5.2.7 The policies required hereunder, except Workers’ Compensation and Errors and
Omissions, shall contain a waiver of transfer of rights of recovery (subrogation) against
County, its agents, representatives, officers, directors, officials and employees for any
claims arising out of Contractor’s work or service.
5.2.8 Commercial General Liability:
Commercial General Liability insurance and, if necessary, Commercial Umbrella
insurance with a limit of not less than $2,000,000 for each occurrence, $4,000,000
Products/Completed Operations Aggregate, and $4,000,000 General Aggregate Limit.
The policy shall include coverage for premises liability, bodily injury, broad form
property damage, personal injury, products and completed operations and blanket
contractual coverage, and shall not contain any provisions which would serve to limit
third party action over claims. There shall be no endorsement or modifications of the
CGL limiting the scope of coverage for liability arising from explosion, collapse, or
underground property damage.
5.2.9 Automobile Liability:
Commercial/Business Automobile Liability insurance and, if necessary, Commercial
Umbrella insurance with a combined single limit for bodily injury and property damage
of not less than $1,000,000 each occurrence with respect to any of the Contractor’s
owned, hired, and non-owned vehicles assigned to or used in performance of the
Contractor’s work or services or use or maintenance of the Premises under this Contract.
5.2.10 Workers’ Compensation:
Workers’ Compensation insurance to cover obligations imposed by federal and state
statutes having jurisdiction of Contractor’s employees engaged in the performance of the
work or services under this Contract; and Employer’s Liability insurance of not less than
$1,000,000 for each accident, $1,000,000 disease for each employee, and $1,000,000
disease policy limit.
Contractor, its contractors and its subcontractors waive all rights against Contract and its
agents, officers, directors and employees for recovery of damages to the extent these
damages are covered by the Workers’ Compensation and Employer’s Liability or
commercial umbrella liability insurance obtained by Contractor, its contractors and its
subcontractors pursuant to this Contract.
5.2.11 Sexual molestation and physical abuse:
When services involve working with these groups of individuals, the insurance
requirements in the Contract need to be revised to include coverage for "sexual
molestation and physical abuse". Coverage for this type of claim, or allegation, is
excluded from standard general liability policies. Therefore, contractors whose services
include working with and/or caring for children/elderly and disabled persons should have
their policies specifically endorsed to include this coverage.

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5.2.12 Certificates of Insurance:
5.2.12.1 Prior to Contract AWARD, Contractor shall furnish the County with valid and
complete certificates of insurance, or formal endorsements as required by the
Contract in the form provided by the County, issued by Contractor’s insurer(s),
as evidence that policies providing the required coverage, conditions and limits
required by this Contract are in full force and effect. Such certificates shall
identify this contract number and title.
5.2.12.2 In the event any insurance policy (ies) required by this contract is (are) written
on a “claims made” basis, coverage shall extend for two years past completion
and acceptance of Contractor’s work or services and as evidenced by annual
Certificates of Insurance.
5.2.12.3 If a policy does expire during the life of the Contract, a renewal certificate must
be sent to County fifteen (15) days prior to the expiration date.
5.2.13 Cancellation and Expiration Notice.
Applicable to all insurance policies required within the Insurance Requirements of this
Contract, Contractor’s insurance shall not be permitted to expire, be suspended, be
canceled, or be materially changed for any reason without thirty (30) days prior written
notice to Maricopa County. Contractor must provide to Maricopa County, within two (2)
business days of receipt, if they receive notice of a policy that has been or will be
suspended, canceled, materially changed for any reason, has expired, or will be expiring.
Such notice shall be sent directly to Maricopa County Office of Procurement Services
and shall be mailed or hand delivered to 320 West Lincoln Street, Phoenix, AZ 85003, or
emailed to Procurement Officer noted in solicitation.
5.3 FORCE MAJEURE:
5.3.1 Neither party shall be liable for failure of performance, nor incur any liability to the other
party on account of any loss or damage resulting from any delay or failure to perform all
or any part of this Contract if such delay or failure is caused by events, occurrences, or
causes beyond the reasonable control and without negligence of the parties. Such events,
occurrences, or causes will include Acts of God/Nature (including fire, flood, earthquake,
storm, hurricane or other natural disaster), war, invasion, act of foreign enemies,
hostilities (whether war is declared or not), civil war, riots, rebellion, revolution,
insurrection, military or usurped power or confiscation, terrorist activities,
nationalization, government sanction, lockout, blockage, embargo, labor dispute, strike,
interruption or failure of electricity or telecommunication service.
5.3.2 Each party, as applicable, shall give the other party notice of its inability to perform and
particulars in reasonable detail of the cause of the inability. Each party must use best
efforts to remedy the situation and remove, as soon as practicable, the cause of its
inability to perform or comply.
5.3.3 The party asserting Force Majeure as a cause for non-performance shall have the burden
of proving that reasonable steps were taken to minimize delay or damages caused by
foreseeable events, that all non-excused obligations were substantially fulfilled, and that
the other party was timely notified of the likelihood or actual occurrence which would
justify such an assertion, so that other prudent precautions could be contemplated.
5.3.4 The County shall reserve the right to terminate this Contract and/or any applicable order
or contract release purchase order upon non-performance by Contractor. The County
shall reserve the right to extend the Contract and time for performance at its discretion.

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5.4 INSPECTION OF SERVICES:
5.4.1 The Contractor shall provide and maintain an inspection system acceptable to County
covering the services under this Contract. Complete records of all inspection work
performed by the Contractor shall be maintained and made available to County during
contract performance and for as long afterwards as the Contract requires.
5.4.2 County has the right to inspect and test all services called for by the Contract, to the
extent practicable at all times and places during the term of the Contract. County shall
perform inspections and tests in a manner that will not unduly delay the work.
5.4.3 If any of the services do not conform to Contract requirements, County may require the
Contractor to perform the services again in conformity with Contract requirements, at no
cost to the County. When the defects in services cannot be corrected by re-performance,
County may:
5.4.3.1 Require the Contractor to take necessary action to ensure that future
performance conforms to Contract requirements; and
5.4.3.2 Reduce the Contract price to reflect the reduced value of the services performed.
5.4.4 If the Contractor fails to promptly perform the services again or to take the necessary
action to ensure future performance in conformity with Contract requirements, County
may:
5.4.4.1 By Contract or otherwise, perform the services and charge to the Contractor,
through direct billing or through payment reduction, any cost incurred by
County that is directly related to the performance of such service; or
5.4.4.2 Terminate the Contract for default.
5.5 REQUIREMENTS CONTRACT:
5.5.1 Contractors signify their understanding and agreement by signing a bid submittal, that the
Contract resulting from the bid is a requirements contract. However, the Contract does
not guarantee any minimum or maximum number of purchases will be made. It only
indicates that if purchases are made for the materials or services contained in the
Contract, they will be purchased from the Contractor awarded that item if the Contractor
can meet all the delivery requirements of the County. Orders will only be placed when
the County identifies a need and proper authorization and documentation have been
approved.
5.5.2 County reserves the right to cancel Purchase Orders within a reasonable period of time
after issuance. Should a Purchase Order be canceled, the County agrees to reimburse the
Contractor for actual and documentable costs incurred by the Contractor in response to
the Purchase Order. The County will not reimburse the Contractor for any costs incurred
after receipt of County notice of cancellation, or for lost profits, shipment of product prior
to issuance of Purchase Order, etc.
5.5.3 Contractors agree to accept verbal notification of cancellation of Purchase Orders from
the County Procurement Officer with written notification to follow. By submitting a bid
in response to this Invitation for Bids, the Contractor specifically acknowledges to be
bound by this cancellation policy.
5.6 SUSPENSION OF WORK:
The Procurement Officer may order the Contractor, in writing, to suspend, delay, or interrupt all or
any part of the work of this Contract for the period of time that the Procurement Officer
determines appropriate for the convenience of the County. No adjustment shall be made under
this clause for any suspension, delay, or interruption to the extent that performance would have

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been so suspended, delayed, or interrupted by any other cause, including the fault or negligence of
the Contractor. No request for adjustment under this clause shall be granted unless the claim, in
an amount stated, is asserted in writing as soon as practicable after the termination of the
suspension, delay, or interruption, but not later than the date of final payment under the Contract.
5.7 STOP WORK ORDER:
The Procurement Officer may, at any time, by written order to the Contractor, require the
Contractor to stop all, or any part, of the work called for by this contract for a period of ninety (90)
days after the order is delivered to the Contractor, and for any further period to which the parties
may agree. The order shall be specifically identified as a stop work order issued under this clause.
Upon receipt of the order, the Contractor shall immediately comply with its terms and take all
reasonable steps to minimize the incurrence of costs allocable to the work covered by the order
during the period of work stoppage. Within a period of ninety (90) days after a stop-work is
delivered to the Contractor, or within any extension of that period to which the parties shall have
agreed, the Procurement Officer shall either—
5.7.1 Cancel the stop-work order; or
5.7.2 Terminate the work covered by the order as provided in the Default, or the Termination
for Convenience of the County, clause of this Contract.
5.7.3 The Procurement Officer may make an equitable adjustment in the delivery schedule
and/or contract price, or otherwise, and the contract shall be modified, in writing,
accordingly, if the Contractor demonstrates that the stop work order resulted in an
increase in costs to the Contractor.
5.8 TERMINATION:
5.8.1 County may terminate this Contract at any time with thirty (30) days prior written notice
to the other party. Such notice shall be given by personal delivery or by Registered or
Certified Mail.
5.8.2 This Contract may be terminated by mutual written agreement of the parties specifying
the termination date therein.
5.8.3 County may terminate this Contract upon twenty-four (24) hours’ notice when County
deems the health or welfare of a patient is endangered or Contractor non-compliance
jeopardizes funding source financial participation. If not terminated by one of the above
methods, this Contract will terminate upon the expiration date of this Contract as stated
on the Cover Page.
5.9 UNCONDITIONAL TERMINATION FOR CONVENIENCE:
Maricopa County may terminate the resultant Contract for convenience by providing sixty (60)
calendar days advance notice to the Contractor.
5.10 TERMINATION FOR DEFAULT:
The County may, by written notice of default to the Contractor, terminate this Contract in whole
or in part if the Contractor fails to:
5.10.1 Deliver the supplies or to perform the services within the time specified in this Contract
or any extension;
5.10.2 Make progress, so as to endanger performance of this Contract; or
5.10.3 Perform any of the other provisions of this Contract.

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5.10.4 The County’s right to terminate this Contract under these subparagraph may be exercised
if the Contractor does not cure such failure within ten (10) days (or more if authorized in
writing by the County) after receipt of the notice from the Procurement Officer
specifying the failure.
5.11 STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST:
Notice is given that pursuant to A.R.S. § 38-511 the County may cancel any Contract without
penalty or further obligation within three (3) years after execution of the Contract, if any person
significantly involved in initiating, negotiating, securing, drafting or creating the Contract on
behalf of the County is at any time while the Contract or any extension of the Contract is in effect,
an employee or agent of any other party to the Contract in any capacity or consultant to any other
party of the Contract with respect to the subject matter of the Contract. Additionally, pursuant to
A.R.S § 38-511 the County may recoup any fee or commission paid or due to any person
significantly involved in initiating, negotiating, securing, drafting or creating the contract on
behalf of the County from any other party to the contract arising as the result of the Contract.
5.12 CONTRACTOR LICENSE REQUIREMENT:
5.12.1 The Respondent shall procure all permits, insurance, licenses and pay the charges and
fees necessary and incidental to the lawful conduct of his/her business, and as necessary
complete any required certification requirements, required by any and all governmental
or non-governmental entities as mandated to maintain compliance with and in good
standing for all permits and/or licenses. The Respondent shall keep fully informed of
existing and future trade or industry requirements, Federal, State and Local laws,
ordinances, and regulations which in any manner affect the fulfillment of a Contract and
shall comply with the same. Contractor shall immediately notify both Office of
Procurement Services and the using agency of any and all changes concerning permits,
insurance or licenses.
5.12.2 Respondents furnishing finished products, materials or articles of merchandise that will
require installation or attachment as part of the Contract, shall possess any licenses
required. A Respondent is not relieved of its obligation to posses the required licenses by
subcontracting of the labor portion of the Contract. Respondents are advised to contact
the Arizona Registrar of Contractors, Chief of Licensing, at (602) 542-1525 to ascertain
licensing requirements for a particular contract. Respondents shall identify which
license(s), if any, the Registrar of Contractors requires for performance of the Contract.
5.13 SUBCONTRACTING:
5.13.1 The use of subcontractors and/or consultants shall be pre-approved by the County. If the
use of subcontractors is approved by County, the Contractor agrees to use written
subcontract/consultant agreements which conform to Federal and State laws, regulations
and requirements of this Contract appropriate to the service or activity covered by the
subcontract. These provisions apply with equal force to the subcontract as if the
subcontractor were the Contractor referenced herein. The Contractor is responsible for
Contract performance whether or not subcontractors are used. The Contractor shall
submit a copy of each executed subcontract to County within fifteen (15) days of its
effective date.
5.13.1.1 All subcontract agreements must provide a detailed Scope of Work, indicating
the provisions of service to be provided by both the Contractor and
Subcontractor.
5.13.1.2 All subcontract agreements must include a detailed budget and work plan,
identifying all administrative and direct service costs as defined in the Budget,
Revenues and Expenditures Section of this Contract.

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5.13.1.3 All subcontract agreements must document the qualifications and ability to
provide services by the subcontracting agency.
5.13.2 The Contractor agrees to include in any subcontracts a provision to the effect that the
subcontractor agrees that County shall have access to the subcontractor’s facilities and
the right to examine any books, documents and records of the subcontractor, involving
transactions related to the subcontract and that such books, documents and records shall
not be disposed of except as provided herein.
5.13.3 The Contractor shall not enter into a subcontract for any of the work contemplated under
this Agreement except in writing and with prior written approval of the County. Such
approval shall include the review and acceptance by the County of the proposed sub-
contractual arrangement between the Contractor and the subcontractor.
5.14 AMENDMENTS:
All amendments to this Contract shall be in writing and approved/signed by both parties. Maricopa
County Office of Procurement Services shall be responsible for approving all amendments for
Maricopa County.
5.15 TASK ORDERS:
Contractor shall not perform a task other than those found/defined in the contract award document.
Task Orders may be issued by the Administrator of this Contract. Task Orders will be
communicated via written document and shall include, but is not limited to: budget amount,
reference to special conditions of award, and any special service and reporting requirements.
Amended Task Orders can be issued at any time during the grant year. Both parties shall sign a
new or amended Task Order.
5.16 ADDITIONS/DELETIONS OF SERVICE:
5.16.1 The County reserves the right to add and/or delete materials and services to a Contract. If
a service requirement is deleted, payment to the Contractor will be reduced
proportionately, to the amount of service reduced in accordance with the bid price. If
additional materials or services are required from a Contract, prices for such additions
will be negotiated between the Contractor and the County.
5.16.2 The County reserves the right of final approval on proposed staff for all Task Orders.
Also, upon request by the County, the Contractor will be required to remove any
employees working on County projects and substitute personnel based on the discretion
of the County within two (2) business days, unless previously approved by the County.
5.17 VALIDITY:
The invalidity, in whole or in part, of any provision of this Contract shall not void or affect the
validity of any other provision of the Contract.
5.18 NON-LIABILITY:
Maricopa County and its officers and employees shall not be liable for any act or omission by the
Contractor or any subcontractor, employee, officer, agent, or representative of Contractor or
subcontractors occurring in the performance of this Contract, nor shall they be liable for purchases
or Contracts made by the Contractor in anticipation of funding hereunder.
5.19 EQUAL EMPLOYMENT OPPORTUNITY:
5.19.1 The Contractor will not discriminate against any employee or applicant for employment
because of race, age, handicap, color, religion, sex, or national origin. The Contractor
will take affirmative action to insure that applicants are employed and that employees are

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treated during employment without regard to their race, age, handicap, color, religion,
sex, or national origin. Such action shall include, but not be limited to the following:
employment, upgrading, demotion or transfer, recruitment or recruitment advertising,
lay-off or termination, rates of pay or other forms of compensation, and selection for
training, including apprenticeship. The Contractor shall to the extent such provisions
apply, comply with Title VI and VII of the Federal Civil Rights Act; the Federal
Rehabilitation Act; the Age Discrimination in Employment Act; the Immigration Reform
and Control Act of 1986 (IRCA) and Arizona Executive Order 99.-4 which mandates that
all persons shall have equal access to employment opportunities. The Contractor shall
also comply with all applicable provisions of the Americans with Disabilities Act of
1990.
5.19.2 The Contractor will operate under this Agreement so that no person otherwise qualified is
denied employment or other benefits on the grounds of race, color, sex, religion, national
origin, ancestry, age physical or mental disability or sexual orientation except where a
particular occupation or position reasonably requires consideration of these attributes as
an essential qualification for the position.
5.20 RIGHTS IN DATA:
The County shall have the use of data and reports resulting from a Contract without additional cost
or other restriction except as may be established by law or applicable regulation. Each party shall
supply to the other party, upon request, any available information that is relevant to a Contract and
to the performance thereunder.
5.21 NON-DISCRIMINATION:
CONTRACTOR agrees to comply with all provisions and requirements of Arizona Executive
Order 2009-09 including flow down of all provisions and requirements to any subcontractors.
Executive Order 2009-09 supersedes Executive order 99-4 and amends Executive order 75-5 and
may be viewed and downloaded at the Governor of the State of Arizona’s website
http://azmemory.azlibrary.gov/cdm/singleitem/collection/execorders/id/680/rec/1 which is hereby
incorporated into this Contract as if set forth in full herein. During the performance of this
Contract, CONTRACTOR shall not discriminate against any employee, client or any other
individual in any way because of that person’s age, race, creed, color, religion, sex, disability or
national origin.
5.22 ISRAEL BOYCOTT:
By signing this Contract, the Contractor certifies that they are in compliance with Article 9,
Arizona Revised Statutes Section 35-393 et seq.
5.23 CERTIFICATION REGARDING DEBARMENT AND SUSPENSION:
5.23.1 The undersigned (authorized official signing for the Contractor) certifies to the best of his
or her knowledge and belief, that the Contractor
5.23.1.1 is not presently debarred, suspended, proposed for debarment, declared
ineligible, or voluntarily excluded from covered transactions by any Federal
Department or agency;
5.23.1.2 have not within a three (3) year period preceding this Contract been convicted of
or had a civil judgment rendered against them for commission of fraud or a
criminal offense in connection with obtaining, attempting to obtain, or
performing a public (Federal, State or local) transaction or contract under a
public transaction; violation of Federal or State antitrust statues or commission
of embezzlement, theft, forgery, bribery, falsification or destruction of records,
making false statements, or receiving stolen property;

SERIAL 171117-RFP
5.23.1.3 are not presently indicted or otherwise criminally or civilly charged by a
government entity (Federal, State or local) with commission of any of the
offenses enumerated in Paragraph (2) of this certification; and
5.23.1.4 have not within a three (3) year period preceding this Contract had one or more
public transaction (Federal, State or local) terminated for cause of default.
5.23.2 The Contractor agrees to include, without modification, this clause in all lower tier
covered transactions (i.e. transactions with subcontractors) and in all solicitations for
lower tier covered transactions related to this Contract.
5.24 MEDIATION/ARBITRATION:
In the event that a dispute arises under the terms of this Agreement, or where the dispute involves
the parties to the Agreement, a recipient of services under the terms of this Agreement, it is
understood that the parties to the dispute shall meet and confer in an effort to resolve the dispute.
In the event that such efforts to resolve the dispute are not successful, the parties to the dispute
will agree to submit the dispute to non-binding mediation before a mutually agreed upon and
acceptable person who will act as the mediator. In the event that such non-binding mediation
efforts are not able to resolve the dispute, the parties agree to submit the matter to binding
arbitration wherein each party selects their own arbitrator and the two selected arbitrators meet and
mutually agree upon the selection of a third arbitrator. Thereafter, the three arbitrators are to
proceed with arbitration in a manner that is consistent with the provision of A.R.S. 12-1518.
5.25 VERIFICATION REGARDING COMPLIANCE WITH ARIZONA REVISED STATUTES §41-
4401 AND FEDERAL IMMIGRATION LAWS AND REGULATIONS:
5.25.1 By entering into the Contract, the Contractor warrants compliance with the Immigration
and Nationality Act (INA using e-verify) and all other federal immigration laws and
regulations related to the immigration status of its employees and A.R.S. §23-214(A). The
contractor shall obtain statements from its subcontractors certifying compliance and shall
furnish the statements to the Procurement Officer upon request. These warranties shall
remain in effect through the term of the Contract. The Contractor and its subcontractors
shall also maintain Employment Eligibility Verification forms (I-9) as required by the
Immigration Reform and Control Act of 1986, as amended from time to time, for all
employees performing work under the Contract and verify employee compliance using the
E-verify system and shall keep a record of the verification for the duration of the
employee’s employment or at least three years, whichever is longer. I-9 forms are available
for download at USCIS.GOV.
5.25.2 The County retains the legal right to inspect contractor and subcontractor employee
documents performing work under this Contract to verify compliance with Paragraph 5.26
of this Section. Contractor and subcontractor shall be given reasonable notice of the
County’s intent to inspect and shall make the documents available at the time and date
specified. Should the County suspect or find that the Contractor or any of its subcontractors
are not in compliance, the County will consider this a material breach of the Contract and
may pursue any and all remedies allowed by law, including, but not limited to: suspension
of work, termination of the Contract for default, and suspension and/or debarment of the
Contractor. All costs necessary to verify compliance are the responsibility of the
Contractor.
5.26 INFLUENCE:
As prescribed in MC1-1202 of the Maricopa County Procurement Code, any effort to influence an
employee or agent to breach the Maricopa County Ethical Code of Conduct or any ethical conduct
may be grounds for Disbarment or Suspension under MC1-902.
An attempt to influence includes, but is not limited to:

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5.26.1 A Person offering or providing a gratuity, gift, tip, present, donation, money,
entertainment or educational passes or tickets, or any type valuable contribution or
subsidy,
5.26.2 That is offered or given with the intent to influence a decision, obtain a contract, garner
favorable treatment, or gain favorable consideration of any kind.
If a Person attempts to influence any employee or agent of Maricopa County, the Chief
Procurement Officer, or his designee, reserves the right to seek any remedy provided by the
Maricopa County Procurement Code, any remedy in equity or in the law, or any remedy provided
by this Contract.
5.27 CONTRACTOR EMPLOYEE WHISTLEBLOWER RIGHTS AND REQUIREMENT TO
INFORM EMPLOYEES OF WHISTLERBLOWER RIGHTS.
5.27.1 The Parties agree that this Contract and employees working on this Contract will be
subject to the whistleblower rights and remedies in the pilot program on contractor
employee whistleblower protections established at 41 U.S.C. § 4712 by Section 828 of
the National Defense Authorization Act for Fiscal Year 2013 (Pub. L. 112–239) and
Section 3.908 of the Federal Acquisition Regulation;
5.27.2 Contractor shall inform its employees in writing, in the predominant language of the
workforce, of employee whistleblower rights and protections under 41 U.S.C. § 4712, as
described in Section 3.908 of the Federal Acquisition Regulation. Documentation of
such employee notification must be kept on file by Contractor and copies provided to
County upon request.
5.27.3 Contractor shall insert the substance of this clause, including this paragraph (c), in all
subcontracts over the simplified acquisition threshold ($150,000 as of September 2013).
5.28 UNIFORM ADMINISTRATIVE REQUIREMENTS:
By entering into this Contract the Contractor agrees to comply with all applicable provisions of
Title 2, Subtitle A, Chapter II, PART 200—UNIFORM ADMINISTRATIVE REQUIREMENTS,
COST PRINCIPLES, AND AUDIT REQUIREMENTS FOR FEDERAL AWARDS contained in
Title 2 C.F.R. § 200 et seq.
5.29 ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT AND/OR
OTHER REVIEW:
5.29.1 In accordance with Section MCI 371 of the Maricopa County Procurement Code the
Contractor agrees to retain all books, records, accounts, statements, reports, files, and
other records and back-up documentation relevant to this Contract for six (6) years after
final payment or until after the resolution of any audit questions which could be more
than six (6) years, whichever is latest. The County, Federal or State auditors and any
other persons duly authorized by the Department shall have full access to, and the right to
examine, copy and make use of, any and all said materials.
5.29.2 If the Contractor’s books, records , accounts, statements, reports, files, and other records
and back-up documentation relevant to this Contract are not sufficient to support and
document that requested services were provided, the Contractor shall reimburse Maricopa
County for the services not so adequately supported and documented.
5.29.3 If at any time it is determined by the County that a cost for which payment has been made
is a disallowed cost, the County shall notify the Contractor in writing of the
disallowance. The course of action to address the disallowance shall be at sole discretion
of the County, and may include either an adjustment to future invoices, request for credit,
request for a check or deduction from current billings Submitted by the Contractor by the

SERIAL 171117-RFP
amount of the disallowance, or to require reimbursement forthwith of the disallowed
amount by the Contractor by issuing a check payable to Maricopa County.
5.30 AUDIT DISALLOWANCES:
If at any time, County determines that a cost for which payment has been made is a disallowed
cost, such as overpayment, County shall notify the Contractor in writing of the disallowance.
County shall also state the means of correction, which may be but shall not be limited to
adjustment of any future claim submitted by the Contractor by the amount of the disallowance, or
to require repayment of the disallowed amount by the Contractor.
5.30.1 The Contractor shall, upon written demand, reimburse Maricopa County for any
payments made under this Contract, which are disallowed, by a Federal, State or
Maricopa County audit in the amount of the disallowance, as well as court costs and
attorney fees which Maricopa County incurs to pursue legal action relating to such a
disallowance.
5.30.2 If at any time it is determined by County that a cost for which payment has been made is
a disallowed cost, County shall notify the Contractor in writing of the disallowance and
the required course of action, which shall be at the option of County either to adjust any
future claim submitted by the Contractor by the amount of the disallowance or to require
repayment of the disallowed amount by the Contractor.
5.30.3 The Contractor shall be responsible for repayment of any and all applicable audit
exceptions, which may be identified by County, State and Federal auditors of their
designated representatives, and reviewed by the Contractor. The Contractor will be billed
by the County for the amount of said audit disallowance and shall promptly repay such
audit disallowance within sixty (60) days of said billing.
5.31 OFFSET FOR DAMAGES:
In addition to all other remedies at Law or Equity, the County may offset from any money due to
the Contractor any amounts Contractor owes to the County for damages resulting from breach or
deficiencies in performance of the Contract.
5.32 PUBLIC RECORDS:
Under Arizona law, all Contracts are public records and must be retained by the Records Manager
at the Office of Procurement Services. Contracts shall be open to public inspection and copying
after Contract award and execution, except for such Contracts or sections thereof determined to
contain proprietary or confidential information by the Office of Procurement Services.
5.33 PRICES:
Contractor warrants that prices extended to County under this Contract are no higher than those
paid by any other customer for these or similar services.
5.34 INTEGRATION:
This Contract represents the entire and integrated agreement between the parties and supersedes
all prior negotiations, proposals, communications, understandings, representations, or agreements,
whether oral or written, express or implied.
5.35 RELATIONSHIPS:
In the performance of the services described herein, the Contractor shall act solely as an
independent contractor, and nothing herein or implied herein shall at any time be construed as to
create the relationship of employer and employee, co-employee, partnership, principal and agent,
or joint venture between the County and the Contractor.

SERIAL 171117-RFP
5.36 GOVERNING LAW:
This Contract shall be governed by the laws of the State of Arizona. Venue for any actions or
lawsuits involving this Contract will be in Maricopa County Superior Court or in the United States
District Court for the District of Arizona, sitting in Phoenix, Arizona
5.37 ORDER OF PRECEDENCE:
In the event of a conflict in the provisions of this Contract and Contractor’s license agreement, if
applicable, the terms of this Contract shall prevail.
5.38 INCORPORATION OF DOCUMENTS:
The following are to be attached to and made part of this Contract:
5.38.1 Exhibit A, Application Form & Instructions;
5.38.2 Exhibit B, Pricing & Budget Form;
5.38.3 Exhibit B-1, Vendor Information
5.38.4 Exhibit C, Work Plan & Instructions; and
5.38.5 Exhibit D, Scope of Work
NOTICES:
All notices given pursuant to the terms of this Contract shall be addressed to:
For County:
Maricopa County
Office of Procurement Services
ATTN: Contract Administration
320 West Lincoln Street
Phoenix, Arizona 85003-2494
For Contractor:
Area Agency on Aging, Region One/Care Directions
Ms. Mary Lynn Kasunic
1366 E. Thomas, Suite 108
Phoenix, AZ 85014


SERIAL 171117-RFP
EXHIBIT A
APPLICATION FORM & INSTRUCTIONS

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SERIAL 171117-RFP
EXHIBIT B
PRICING & BUDGET FORM
DATE PREPARED 12/07/2016
PREPARED BY: RENEE A. TRAPP
NAME OF ORGANIZATION: AREA AGENCY ON AGING, REGION ONE, INC.
Fed. Employee ID # (FEIN) 74-2371957
DUNS # 11965258
ADDRESS: 1366 E THOMAS RD, SUITE 108
PHOENIX, AZ 85014
AUTHORIZED CONTACT MARY LYNN KASUNIC
TELEPHONE 602-264-2255 FAX 602-264-8868
E-MAIL kasunic@msn.com
PRIMARY CONTACT ERICA AEED TEKAMPE
TELEPHONE 602-264-2273 FAX 602-264-8868
EMAIL erica.tekampe@aaaphx.org
CONTRACT NUMBER A-2016-NMC-CD-001
SERVICE CATEGORY NON-MED CASE MGMT - CENTRAL ELIGIBILITY
BUDGET PERIOD: 03/01/2017 02/28/2018
Start Date End Date
CONTRACT AMOUNT $419,000.00
By submission of this budget, the Provider certifies that they have read the List of Unallowable Costs under
the Ryan White Part A Program and agree to follow the HRSA specific standards related to Unallowable Costs.
In addition, the following documents must be submitted with your budget proposal (Check the appropriate boxes)

SERIAL 171117-RFP
Date Prepared: 12/07/2016
(Section I)
Organization AREA AGENCY ON AGING, REGION ONE, INC.
Service Category NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Budget Period 03/01/2017 Through 02/28/2018
(Section II) Provider Entry Auto Calculation Contract Amount $419,000.00
Administrative Total Budget
Operating Expenses Budget Direct Service Budget
FTES 0.00 7.17 7.17
Personnel: Salaries $ - $ 270,369.22 $ 270,369.22
Personnel: Fringe/Benefits - 81,110.76 81,110.76
Subtotal: Personnel/Fringe Benefits - 351,479.98 351,479.98
Other Operating Expenses
Travel - 6,700.32 6,700.32
Supplies - 7,976.79 7,976.79
Equipment - - -
Contractual - - -
Program Support - 14,752.00 14,752.00
Other Professional Services - - -
Subtotal: Other Operating Expenses - 29,429.11 29,429.11
Total Operating Expenses - 380,909.09 380,909.09
(Personnel and Other Direct Costs)
Indirect Costs $ 38,090.91 38,090.91
Enter Indirect Cost Rate 10.00% Base amt $ 380,909.09
List Budget Categories included Salaries, Fringe Benefits, Travel, Supplies, and Program
in Base Amount Support.
Providers claiming an indirect cost must submit their most current negotiated indirect costs rate agreement issued by the cognizant federal agency
with their budget. If requesting the de minimus rate of 10%, contact the AA's office for prior approval.
Total Costs of Contract 38,090.91 380,909.09 419,000.00
(Admin-Percent of Direct Costs) 10.00%
Administration may not exceed 10% of Direct Costs
Enter an amount, if necessary, to make the contract balance equal zero
CONTRACT BALANCE (Contract Revenue less Total Costs of Contract) $0.00

Personnel All staff paid in full or part from this Ryan White Part A grant are to be listed in the following chart. Date Prepared: 12/07/2016
1 Staffing Provider Entry Auto Calculation Fringe Benefit Rate 30.00%
Staffing AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Benefits
Annual Hourly Salary Applied to Applied to grant Job Status % Applied as Gross Admin Gross Admin Direct Service Direct Service
Position Title Full Name Hours % RWPA FTE Rate grant per FTE per FTE A, D or A/D Administrative Salary Benefits Salary Benefits
1 Program Director TeKampe 2080 17.00% 0.1700 $36.56 $ 12,927.62 $ 3,878.28 A/D 0% - - $ 12,927.62 $ 3,878.28
Direct Service: Provides service to CE clients when CE Specialists are unavailable due to staffing vacancies, vacation or sick leave or out of the office for any other reason; responds to client phone calls re: CE services, assists with
completion of applications, provides advocacy for individual clients as needed. Administrative duties will not be charged to RWPA.
List Benefit Categories and %;
( this table w ill not print)
CE Intake
2 Specialist Austin 2080 100.00% 1.0000 $22.06 $ 45,884.80 $ 13,765.44 D - - $ 45,884.80 $ 13,765.44 (R) Benefits
Meets face-to face with clients to establish eligibility for RWPA services; completes applications with clients; acquires original client signatures; obtains supporting eligibility documentation; provides CE services at the residence of home
bound clients; receives and exchanges written, verbal and electronic information regarding client in-take using face-to-face, telephonic, electronic date systems, and US Mail; completes RWPA Acuity/Risk assessment on new and Benefits Name Percent
returning to care applicants; screens clients for AHCCCS eligibility using Health-e-Arizona; follow-ups on all incomplete applications; enters into CareWare final eligibility dispositions and documentation supporting eligibility decisions.
Health Ins 12.55%
CE Intake
3 Specialist Silvas 2080 100.00% 1.0000 $20.60 $ 42,848.00 $ 12,854.40 D - - $ 42,848.00 $ 12,854.40 Disability Ins 0.91%
Meets face-to face with clients to establish eligibility for RWPA services; completes applications with clients; acquires original client signatures; obtains supporting eligibility documentation; provides CE services at the residence of home
bound clients; receives and exchanges written, verbal and electronic information regarding client in-take using face-to-face, telephonic, electronic date systems, and US Mail; completes RWPA Acuity/Risk assessment on new and FICA 7.65%
returning to care applicants; screens clients for AHCCCS eligibility using Health-e-Arizona; follow-ups on all incomplete applications; enters into CareWare final eligibility dispositions and documentation supporting eligibility decisions.
Retirement 6.30%
CE Renewal
4 Specialist Gutierrez 2080 100.00% 1.0000 $16.22 $ 33,737.60 $ 10,121.28 D - - $ 33,737.60 $ 10,121.28 Unemployment 0.07%
Reviews and updates the eligibility of enrolled Ryan White Part A Program clients every six (6) months utilizing face-to-face, telephonic, electronic date systems and/or US Mail; provides CE services at the residence of home bound
clients; obtains supporting eligibility documentation; screens clients for AHCCCS eligibility using Health-e-Arizona; follow-ups on all incomplete applications; enters into CareWare final eligibility dispositions and documentation supporting Workers' Comp 2.52%
eligibility decisions; mails renewal notices to Ryan White Part A clients; responds to inquires regarding services and forwards to appropriate RWPA providers.
CE Renewal
5 Specialist Serafin 2080 100.00% 1.0000 $16.22 $ 33,737.60 $ 10,121.28 D - - $ 33,737.60 $ 10,121.28
Enters individual data in CAREware, maintains individual client's files, answers client's phone calls, assists clients with: limited resource information, individual paper work and applications.
TOTAL 30.00%
CE Renewal
6 Specialist Anderson 2080 100.00% 1.0000 $16.07 $ 33,425.60 $ 10,027.68 D - - $ 33,425.60 $ 10,027.68
Reviews and updates the eligibility of enrolled Ryan White Part A Program clients every six (6) months utilizing face-to-face, telephonic, electronic date systems and/or US Mail; provides CE services at the residence of home bound
clients; obtains supporting eligibility documentation; screens clients for AHCCCS eligibility using Health-e-Arizona; follow-ups on all incomplete applications; enters into CareWare final eligibility dispositions and documentation supporting
eligibility decisions; mails renewal notices to Ryan White Part A clients; responds to inquires regarding services and forwards to appropriate RWPA providers.
CE Retention
7 Specialist Goldner 2080 100.00% 1.0000 $17.60 $ 36,608.00 $ 10,982.40 D - - $ 36,608.00 $ 10,982.40
Assists with eligibility renewal for and information and assistance about Ryan White Part A services to individuals living with HIV / AIDS. Assists individual clients with Central Eligibility renewals and information updates for utilization of
Ryan White Part A program services including screening for AHCCCS eligibility, answers client's questions, enters data into CAREware, prepares individual CE files, provides CE services to individuals in their home setting as needed,
refers clients to the appropriate services, provides supportive counseling, and advocates on behalf of clients.
8 CE Unit Clerk Samaniego 2080 100.00% 1.0000 $15.00 $ 31,200.00 $ 9,360.00 - - $ 31,200.00 $ 9,360.00
Maintains individual client's files, answers client's phone calls, assists clients with: limited resource information, individual paper work and applications.
Subtotal Personnel 7.17 $ 270,369.22 $ 81,110.76 $ - $ - $ 270,369.22 $ 81,110.76
Subtotal from Personnel Continuation Sheet 0.00 $ - $ - $ - $ - $ - $ -
TOTAL Personnel 7.17 $ 270,369.22 $ 81,110.76 $ - $ - $ 270,369.22 $ 81,110.76
(Admin) 0.00 FTE Percent Admin 0%
(Direct Service) 7.17 FTE Percent Direct 100%
Total 7.17 FTE 100%

TRAVEL Provider Entry Auto Calculation Date Prepared: 12/07/2016
Travel can be budgeted for the cost of staff mileage and other travel associated with Ryan White Part A.
1 Mileage Mileage will be budgeted utilizing the standard calculation of # of monthly miles for a full time staff person x12 months x the rate per mile
used by your organization x the number of FTE(s) budgeted who will travel to provide services under this grant.
Enter only the FTEs that will travel and provide a Narrative Justification including who will travel and why.
Mileage AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Mileage Rate $0.540
FTE Monthly Miles Annual Miles Total
Budgeted (Per 1 Applied to Grant Budget Admin Direct Svc Narrative Justification
FTE)*
1 Admin 0 $ - $ - $ -
2 Direct Svc 5.17 200 12408 $ 6,700.32 $ 6,700.32
TOTAL 200 12408 $ 6,700.32 $ - $ 6,700.32 $ 6,700.32
(Total Miles applied to this grant)
*Note - Budget monthly mileage for 1 FTE. This is a revision to prior year budget templates.
2 Other Allowable Travel ( car rental, parking, fees, etc.)
Ryan White Part A has determined that costs included in this section are Administrative Costs.
Other Allowable Travel AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Dates Total Admin Direct Svc Narrative Justification
of Travel Budget
1 Cost $ - $ - 0
Line Item 0
2 Cost $ - $ - 0
Line Item 0
3 Cost $ - $ - 0
Line Item 0
$ - $ - - $ -
Admin Direct Service Total
SUMMARY (Travel) $ - $ 6,700.32 $ 6,700.32
SUPPLIES Provider Entry Auto Calculation Date Prepared: 12/07/2016
The supplies line item is used to budget funds for supplies used in the operations of the Grant.
This category can include general office supplies and program/medical supplies
1 General Office Supplies: (Apply an FTE Ratio from the Budgeted Personnel Page)
Pens, paper, toner and general supplies that are used to run an office.
General Office Supplies AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Annual % Admin % Direct Total
Narrative Description/Cost Allocation Methodology
Item Budget 0% 100% 100%
General office supplies in support of Central Eligibility. The various supplies are: Pens,
paper, files, desk supplies, ink cartridges, forms, labels, staples, stapler, erasers,
white-out, paper clips, butterfly clips,note pads (legal, letter, 5x8) sticky notes (various
sizes) scotch tape & holder, post-it flags, scissors, ruler, markers, glue, hole punch,
note books, binders, boxes, phones, phone accessories, calculator, hanging files.
1 Office Supplies $ 7,976.79 $ - $ 7,976.79 $ 7,976.79 $92.71/Month x 12 months x 7.17 FTE's.
2 $ - $ - $ -
3 $ - $ - $ -
4 $ - $ - $ -
5 $ - $ - $ -
$ - $ - $ -
TOTAL $ - $ 7,976.79 TOTAL $ 7,976.79
2 Program Supplies
Program/Medical Supplies are budgeted as Direct Service.
Program Supplies AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Annual
Item Admin Direct Narrative Description/Cost Allocation Methodology
Budget
1 $ - $ -
2 $ -
3 $ -
4 $ -
5 $ -
$ -
TOTAL $ - $ - TOTAL $ -
Admin Direct Total
SUMMARY ( Supplies) $ - $ 7,976.79 $ 7,976.79

SERIAL 171117-RFP
EQUIPMENT Provider Entry Auto Calculation Date Prepared: 12/07/2016
The equipment line item is budgeted for equipment purchased or leased in conjunction with operations of the grant
Refer to your contract terms and conditions for requirements related to equipment purchases
Equipment less than $5,000
Equipment less than $5,000 - includes computers, fax machines, shredders, and other
equipment less than $5,000 to be used in the operations of this grant.
Equipment less than $5,000 AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Admin Direct Total
Narrative Description/Cost Allocation Methodology
Budgeted Service
1 $ -
2 $ -
3 $ -
4 $ -
5 $ -
$ -
TOTAL $ - $ - TOTAL $ -
Equipment $5,000 or greater
Equipment $5,000 or greater AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Admin Direct Total
Narrative Description/Cost Allocation Methodology
Budgeted Amount Amount
1 $ -
2 $ -
3 $ -
4 $ -
TOTAL $ - $ - TOTAL $ -
Admin Direct Total
SUMMARY (Equipment) $ - $ - $ -
Contractual Provider Entry Auto Calculation Date Prepared: 12/07/2016
Use this form to budget for consulting and contract labor (Section 1) and subcontracts ( Section 2) in conjunction with operating this Part A grant.
A copy of the fully executed contract covering the dates of service is required for each subcontract listed in this section.
1. Consulting/Professional Contract Labor/Clerical Support
This budget category includes payments to outside consultants, temporary services, professional contract labor and clerical support.
Indicate the name, licenses/qualifications, hours budgeted, quoted rate, dates of service, and a detailed Narrative/Justification
of activities to be provided.
1. Consulting/Professional Contract Labor/Clerical Support AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Dates of Service
Consultant Annual Quoted Total Admin Admin Direct Service
Name Budgeted Hours Rate Budget Budget % Budget Budget
1 $ - $ - $ -
Licenses /
qualifications
Narrative/
Justification
2 $ - $ - $ - $ -
Licenses /
qualifications
Narrative/
Justification
3 $ - $ - $ - $ -
Licenses /
qualifications
Narrative/
Justification
4 $ - $ - $ - $ -
Licenses /
qualifications
Narrative/
Justification
5 $ - $ - $ - $ -
Licenses /
qualifications
Narrative
6 $ - $ - $ - $ -
Licenses /
qualifications
Narrative/
Justification
Consulting/ Prof./ Clerical Sup. Page 1 SUBTOTAL $ - $ - $ -
Consulting/ Prof./ Clerical Sup. From Contractual Continuation Page SUBTOTAL $ - $ - $ -
TOTAL $ - $ - $ -

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2. Subcontracts
Enter the Subcontractor Name, indicate if the subcontractor is a Vendor or Subrecipient, enter the Admin and/or Direct Service budget amounts.
Each Subcontractor listed in this section who is a sub recipient (not a vendor) must complete a Budget using the RWPA budget template.
Maricopa County RWPA will enforce the 10% administrative Cost Cap established by HRSA for first-line and second line sub recipient entities receiving Ryan White Part A Funds.
2. Subcontracts AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Subcontractor Sub recipient Admin Direct Service Total Admin Dates of Service
Name or Vendor Budget Budget Budget % of Direct
1 $ - #DIV/0!
Service(s)
Provided
Narrative/
Justification
2 $ - #DIV/0!
Service(s)
Provided
Narrative/
Justification
3 $ - #DIV/0!
Service(s)
Provided
Narrative/
Justification
TOTAL - - -
Admin Direct Total
SUMMARY Contractual $ - $ - $ -
Other Program Support Provider Entry Auto Calculation Date Prepared: 12/07/2016
Use this form to budget for other support necessary to provide services under this grant. In the Narrative Justification
describe how the program support will be used and also the methodology used to allocate the total or a portion of the total cost
to the grant.
1 Communications/Telephone/Internet
Communications/Telephone/Internet AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Total Narrative/Cost Allocation Methodology
Amount Admin Direct
Budgeted 0% 100%
5.17 FTE's x $50/month x 12 months. Cell phones used by
central eligibility specialists and in-take personnel for direct
Cell Phones $ 3,102.00 $ - $ 3,102.00 $ 3,102.00 contact.
$ - $ - $ -
Land lines used as direct support for Central Eligibility -
Land Lines $ 1,200.00 $ - $ 1,200.00 $ 1,200.00 Century Link bills ($100/month x 12 months)
$ - $ - $ -
TOTAL $ - $ 4,302.00 TOTAL $ 4,302.00
2 Copy/Duplicating
Copy/Duplicating AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Amount Admin Direct Total Narrative/Cost Allocation Methodology
Budgeted 0% 100%
1 Program Brochures
Printing cost for information to distribute to appropriate CE
clients and providers. Budget amount is based on an
increased demand and average cost of $100.00 in printing
Brochures $ 1,200.00 $ 1,200.00 $ 1,200.00 costs for brochures / month.
2 Other Copying/Duplicating
Costs are: business cards for CE Specialists & In-Take
personnel to give to clients and service providers to facilitate
contact; forms for CE; CE up-date; AHCCCS; AHCCCS denial;
ADAP; ADAP renew al; SSA; w ide array of apps for services;
Business cards, client
forms for documentation in client files: intake assessment,
forms, duplicating $ 2,200.00
contact notes, R&R, grievance, signature sheet, ROI's, d/c,
expense
etc. Copying necessary documents for clients files- many of
the above in both English & Spanish. Budget amount is based
on average cost of $200.00 / month.
$ - $ 2,200.00 $ 2,200.00
$ - $ - $ -
$ - $ - $ -
TOTAL $ - $ 3,400.00 TOTAL $ 3,400.00

SERIAL 171117-RFP
3 Postage
Postage AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Amount Admin Direct Total Narrative/Cost Allocation Methodology
Budgeted 0% 100%
Postage $ 6,600.00 $ - $ 6,600.00 $ 6,600.00 Mail information as necessary. Average of $550.00/month
$ - $ - $ -
TOTAL $ - $ 6,600.00 TOTAL $ 6,600.00
4 Utilities
Utilities are 100% administrative. (Ruling 6.6.B05)
Utilities AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Amount Admin Direct Total Narrative/Cost Allocation Methodology
Budgeted
$ - $ - $ -
$ - $ - $ -
$ - $ - $ -
$ - $ - $ -
$ - $ - $ -
TOTAL - - TOTAL $ -
4 Other Program Support
Other Program Support AREA AGENCY ON AGING, REGION ONE, INC. NON-MED CASE MGMT - CENTRAL ELIGIBILITY
Item Admin Direct Total Narrative/Cost Allocation Methodology
Cost of background checks on new employees. Cost
estimate for the budget is based on historical expenses.
Background Checks $ 500.00 $ - $ 140.00 $ 140.00
Cost of reimbursements to employees for parking (for
meetings aw ay from Area Agency.) Cost estimate for the
Parking $ - $ - $ 30.00 $ 30.00 budget is based on historical expenses.
Cost of TB tests and vaccinations for employees. Cost
TB Tests & Vaccinations $ - $ - $ 30.00 $ 30.00 estimate for the budget is based on historical expenses.
Cost of Advertising for employment positions. Cost estimate
Advertising $ - $ - $ 250.00 $ 250.00 for the budget is based on historical expenses.
$ - $ - $ - $ -
TOTAL $ - $ 450.00 TOTAL $ 450.00
Admin Direct Total
SUMMARY Program Support $ - $ 14,752.00 $ 14,752.00

Schedule of Deliverables Provider Entry Auto Calculation Date Prepared: 12/07/2016
Organization Name: AREA AGENCY ON AGING, REGION ONE, INC. Performance Measures:
Service Category NON-MED CASE MGMT - CENTRAL ELIGIBILITY Number of New Clients 750
Number of Returning Clients 3900
Total # of Unduplicated Clients 4650
Average Unit Cost per Client 90.10752648
Average Cost per Unit $ (61.58)
Minimum expected units for cost reimbursement contracts, based on direct service FTE 29,942
Fee for Service Only
Schedule of Deliverables ( Not Applicable to Cost Reimbursement Contracts)
Service Unit
CAREWare Fee Source (ie
Definition Number of Proposed Fee Total Payment Per
Service Unit Service Description Mar Apr May June July Aug Sep Oct Nov Dec Jan Feb AHCCCS, I H S,
1 unit = Units Per Product/ Objective/Activity
Name/Code Negotiated Rate, etc.)
(i.e. 15 minutes) Proposed Deliverable
New client intake,
CE Full New health insurance
Enrollment/Conditi screening and
1 onal Eligiblity applications, referrals 1 completed intake 750 62 63 62 63 62 63 62 63 62 63 62 63 $ -
Completion of an acuity
CE Acuity Risk and risk assessment I completed
2 Assessment w ith an intake assessment 750 62 63 62 63 62 63 62 63 62 63 62 63 $ -
CE Birthday
Renew al/Half- Process CE renew als,
Birthday mailings, AHCCCS 1 completed
Renew al/Full Re- status check, referrals, renew al/ each client
3 Enrollment data entry 2x per year 5,304 442 442 442 442 442 442 442 442 442 442 442 442 $ -
4 - $ -
5 - $ -
6 - $ -
7 - $ -
8 - $ -
9 - $ -
10 - $ -
11 - $ -
12 - $ -
13 - $ -
14 - $ -
15 - $ -
TOTAL 6,804 566 568 566 568 566 568 566 568 566 568 566 568 $ -
Total Budget $ 419,000.00
Over/(Under Budget) $ (419,000.00)
Balance should equal zero

EXHIBIT B-1
VENDOR INFORMATION
SERIAL 171117-RFP
NIGP CODE: 94848
RESPONDENT'S NAME: Area Agency on Aging, Region One, Inc.
COUNTY VENDOR NUMBER : VC0000006393
ADDRESS: 1366 E Thomas Rd, Suite 108
Phoenix, AZ 85014
P.O. ADDRESS:
TELEPHONE NUMBER: 602-264-2273
FACSIMILE NUMBER: 602-264-8868
WEB SITE: www.aaaphx.org
CONTACT (REPRESENTATIVE): Erica TeKampe
REPRESENTATIVE'S E-MAIL ADDRESS: erica.tekampe@aaaphx.org
YES NO REBATE
WILL ALLOW OTHER GOVERNMENTAL ENTITIES TO PURCHASE FROM THIS
CONTRACT [ ] [X]
WILL ACCEPT PROCUREMENT CARD FOR
PAYMENT: [ ] [X]
WILL OFFER REBATE (CASH OR CREDIT) FOR UTILIZING PROCUREMENT
CARD: [ ] [X] %
(Payment shall be made within 48 hours of utilizing the
Purchasing Card)
RESPONDENT IS REQUIRED TO PICK ONE OF THE FOLLOWING PAYMENT
TERMS.
RESPONDENT MUST INITIAL THEIR SELECTION BELOW.
[X] NO TERMS

EXHIBIT C
WORK PLAN & INSTRUCTIONS
Maricopa County Department of Employee Benefits and Health
Ryan White Part A Program
Phoenix, EMA
FY 2017 - 2018
Area Agency on Aging/HIV Care Directions GY 2017 WORK STATEMENT FOR Central Eligibility
IMPLEMENTATION PLAN/POSITIONS HOW GOALS WILL BE
OBJECTIVES: ACTIVITIES REQUIRED MEASURED & THE EVALUATION
METHODS
Objective 1:* Implementation: Narrative Measure Statement:
Initial Applications Complete Initial Applications (Intakes) Initial applications (intakes) are done with a When an application is completed a
face to face meeting with the client to acquire service unit will be entered in
Complete Acuity and Risk Assessment original client signatures on several CAREWare
Forms application documents.
Make referrals for Medical Case An Acuity and Risk Assessment form is Service Unit Name:
Management services completed to assess the need for service CE Full New Enrollment Packet
referrals. Processed
CE Risk Assessment Conducted
A referral for Medical Case Management CEF-Conditional Eligibility
services is offered to all intakes.
Service Unit Definition:
1 application = 1 unit
Responsible staff:
2 Intake Specialists
1 Renewal Specialist (to enter data in Number of Units to be Provided:
CAREWare) CE Full New Enrollment Packet
Processed – 750*
CE Risk Assessment Conducted - 750
CEF-Conditional Eligibility –350*
*not unduplicated across services
*Instructions for completing this section were as follows “(Use the service category’s sub-services in the service definition section of the Policies and Procedures manual)”. In the Policy
and Procedure manual for Non-Medical Case Management, no sub-services were listed in the Definition section; In the Policy and Procedure manual
for Central Eligibility there is not a Definition section. We have listed Objectives based on grouping of the service units that the Care Directions
Central Eligibility Office has been providing for the last 5 years.

SERIAL 171117-RFP
Objective 2: Implementation: Narrative Measure Statement:
Renewals – Birthday and Half-Birthday Process Birthday Renewal Applications Review and update the eligibility of enrolled When an application is completed a
Ryan White Part A Program clients every six service unit will be entered in
Process Half-Birthday Renewal (6) months synchronized with the client’s CAREWare
Applications birthday and “half-birthday” month.
Re-enroll existing clients who have Responsible staff: Service Unit Name:
become not eligible 3 Renewal Specialists CE Birthday Renewal Packet Processed
1 Retention Specialist CE Full Re-Enrollment Packet Processed
Make referrals for RWPA services CE Half- Birthday Renewal Packet
Processed
CE Labs Received After Pre-Approved
CE Preapproved Half-Birthday Renewal
Packet
CE Preapproved Birthday Renewal
Packet
Service Unit Definition:
1 application = 1 unit
Number of Units to be Provided:
CE Birthday Renewal Packet Processed -
1850
CE Full Re-Enrollment Packet Processed
- 1117
CE Half- Birthday Renewal Packet
Processed - 2360
CE Labs Received After Pre-Approved –
N/A
CE Preapproved Packets are a subset of
Birthday/Half-birthday/Re-enrollment
Packets

SERIAL 171117-RFP
Objective 3: Implementation: Narrative Measure Statement:
Change Forms Complete Change Forms Upon being notified by a client or a Ryan When an application is completed a
White provider of a change in a client’s service unit will be entered in
demographics or eligibility status, complete a CAREWare
Change Form, review the form for accuracy
and ascertain as to whether supporting
documentation is required. If no Service Unit Name:
documentation is needed, the changes and CE Change Processed
form are entered into CW. If documentation
is needed, the client is contacted via phone or Service Unit Definition:
email and advised of the need to provide 1 form = 1 unit
documentation.
Number of Units to be Provided:
Responsible staff: CE Change Processed - 300
1 Renewal Specialist

EXHIBIT D
SCOPE OF WORK
1.0 SCOPE OF WORK:
Part A of the Ryan White HIV/AIDS Treatment Modernization Act of 2006, Ryan White HIV/AIDS
Program provides emergency assistance to Eligible Metropolitan Areas (EMAs) and (TGAs) Transitional
Grant Areas that are most severely affected by the HIV/AIDS epidemic.
The Maricopa County Ryan White Part A Program is the single agency charged with the responsibility of
administrating the Health Resources and Services Administration HIV/AIDS Bureau, Division of Service
Systems, Ryan White Treatment Modernization Act of 2006, CFDA Number 93.914 - HIV Emergency
Relief Projects Grant for the Phoenix Metropolitan Area located in Maricopa and Pinal Counties. An
overview of these programs can be found at http://hab/hrsa.gov/.
1.1 Ryan White Part A Services:
• Part A funds may be used to provide a continuum of care for persons living with HIV disease.
Eight-five percent (85%) of the funding is designated for direct services. At least, seventy-five
percent (75%) of the direct services funding must be used for core medical and a maximum of
twenty-five percent (25%) may be used for support services.
• Core services are limited to outpatient ambulatory services; AIDS Drug Assistance Program
(ADP) treatment in accordance with Section 2616, AIDS pharmaceutical assistance, oral
health, early intervention, health insurance premium and cost-sharing assistance for low
income individuals, home health care; medical nutritional therapy; hospice services; home
and community based health services; mental health services; substance abuse; outpatient
care; and medical case management, including treatment adherence services.
• Support services must be linked to medical outcomes and may include outreach, medical
transportation, linguistic services, and respite care for people caring for HIV/AIDS patients,
referrals for health care and other support services, case management, and substance abuse
residential services.
• As of March 1, 2016, there were 4,400 clients enrolled in the Ryan White Part A Program.
670 new clients were enrolled during the Grant Year 2015. 1,500 clients renewed their
eligibility twice during 2015.
o Overview of Management Information Systems:
The Maricopa County Part A Program uses two (2) management information systems.
System one (1) provided by HRSA/HAB known as CAREWare – The Ryan White Part A
Program Central CAREWare Policies and Procedures Including Central Eligibility and Referrals
can be found at http://www.maricopa .gov/materials
System two (2) provided by Arizona Health Care Cost Containment System (AHCCCS) known as
Health-e-Arizona The Health–e-Arizona web site
https://www.healtheierarizona.org/app/default.aspx is a comprehensive resource on the specifics
of the system.
1.2 Overview of Management Information Systems:
The Maricopa County Part A Program uses two (2) management information systems.
System one (1) provided by HRSA/HAB known as CAREWare – The Ryan White Part A
Program Central CAREWare Policies and Procedures Including Central Eligibility and Referrals
can be found at http://www.maricopa .gov/materials
System two (2) provided by Arizona Health Care Cost Containment System (AHCCCS) known as
Health-e-Arizona The Health–e-Arizona web site
https://www.healtheierarizona.org/app/default.aspx is a comprehensive resource on the specifics
of the system.

SERIAL 171117-RFP
1.3 ELIGIBILITY DETERMINATION OPERATIONS:
Contractor must demonstrate experience in working with the public to provide, face to face,
telephonic and electronic data systems to provide complex screening services, as well as activity
and data systems to provide complex screening services, meeting stringent timeframes with little
or no margin of error. Contractors of Ryan White Part A Services will be considered as well as
others that can document complex screening and data entry services, meeting the above criteria,
for a two year period and supply references to confirm dates and margins of error.
The Contractor shall be responsible for eligibility determination and renewal process for eligible
clients. Eligibility determinations for Ryan White Part A Program applicants and renewals shall
be made by the Contractor in accordance with the Maricopa County Ryan White Part A Program
Client Eligibility policies and procedures and shall comply with any future changes eligibility
policies and procedures. The complete Maricopa County Ryan White Part A Policies and
Procedures can be found at http://www.maricopa.gov/materials. The Contractor shall process
initial applications and renewal documents timely and accurately in accordance with performance
standards contained within this document. The Contractor is required to use the forms and notices
that are found in the identified Maricopa County Ryan White Program Policies and Procedures
and those generated by the CAREWare system. The Maricopa County Ryan White Part A
Program will solicit input from the Contractor in any future redesigns of the applications, forms
and notifications.
The Maricopa County Ryan White Part A Program shall be responsible for establishing and
maintaining the policies for Client Eligibility and shall provide clarification on any policy related
issues raised by the Contractor.
1.3.1 Initial Applications:
1.3.1.1 Application Processing:
Initial applications require the central eligibility contractor to meet face to face,
at least once, with the client to acquire original client signatures on several
application documents. The Contractor will provide, on a weekly basis, during
regular business hours, except Maricopa County and the Contractors’ designated
holidays, intake and renewal screening services at the Contracted Service
Providers office location, or by appointment at the residence of home bound
clients when necessary.
The Contractor shall have the ability to routinely receive and exchange written,
verbal and electronic information on client intake (not limited to client only –
can be obtained from providers in the clients’ behalf) and renewal status using
face to face, telephonic, electronic data systems and U.S. Mail.
Within seven (7) business days of receipt of the application, the Contractor shall
screen all valid and complete applications received from an individual for 1)
accuracy and completeness, 2) potential third party payer eligibility and referral.
The Contractor shall develop and implement a process and procedure for
contacting clients with incomplete or missing information on their applications.
The Contractor shall follow up on all incomplete applications by making at a
minimum, one written request for any additional information necessary to
determine eligibility. The Contractor shall generate the written request and mail
the request to the applicant. In addition to the written request, the Contractor
can also e-mail or call the applicant to obtain the needed additional information.
The Contractor shall allow the applicant to submit the missing information by-
mail, facsimile, electronically or in person.
The Contactor shall review and process all Ryan White Part A applications to
eligible, pending or ineligible applicants within seven (7) business days from the

SERIAL 171117-RFP
date of receiving the application. The Contractor shall enter into CAREWare the
final eligibility disposition and documentation supporting the eligibility decision
of any person determined eligible within thirty (30) calendar days.
1.3.1.2 Referrals to and from Maricopa County Ryan White Part A Program:
Contractor must be able to develop and maintain successful working business
relationships with AHCCCS and Maricopa County Ryan White Part A Program
Administrative Agent and all Contracted Service Providers to enable the referral
of eligible clients to appropriate specialty services.
If the individual is already in Health-e-Arizona and /or CAREWare and there is
a data mismatch, the Contractor shall resolve these cases, researching Health-e-
Arizona and/or CAREWare to identify the actual person before adding them to
an existing record or creating a new record in either Program. This research
must be completed with seven (7) business days of the identified data mismatch
date.
1.3.1.3 Semi Annual Eligibility Renewals:
The Contractor shall review and update the eligibility of enrolled Ryan White
Part A Program clients every six (6) months. CAREWare will identify enrolled
individuals due for six (6) month renewal. The Contactor shall follow the same
time frames described above for initial applications for the processing of
renewals, e.g., all complete renewals shall be processed within seven (7)
business days of receipt of the renewal application documentation.
The Maricopa County Ryan White Part A Program wishes to improve the
efficiency and effectiveness of the renewal process. In order to achieve this, the
Contractor may adopt different renewal procedures from those that are currently
being employed the Maricopa County Ryan White Part A Program. These
processes must be approved by the Maricopa County Ryan White Part A
Program Manager prior to implementation.
1.3.1.4 Changes in Status:
The Contractor shall establish a process for receiving and updating in
CAREWare any changes in demographics (e.g., address, name change), or
eligibility status based on information received from clients. The Maricopa
County Ryan White Part A Program, upon receipt of this information, shall
make a determination as to whether a redetermination of eligibility is required.
This redetermination, if appropriate, must occur within seven (7) business days
in the event of a status change.
1.4 CUSTOMER SERVICE:
The Contractor shall provide customer service sufficiently, comprehensive to courteously,
appropriately and adequately answer questions regarding the Maricopa County Ryan White Part A
Program, and provide information and referrals to appropriate service providers. Customer service
shall include a combination of written and verbal functions and in particular the Contractor is
encouraged to contact customers electronically through a secure e-mail.
Contractor must be able to assist Ryan White Part A Program Contracted Service Providers with
respect, dignity and enter into and uphold the tenets of the Maricopa County Ryan White Part A
Program Business Associate Agreement.
Contractor must be able to assist clients without exhibiting any signs of judgment or discontent
toward the client and ensure that all clients are treated with respect and dignity.

SERIAL 171117-RFP
The Contactor shall have courteous, bi-lingual (English and Spanish) customer service personnel
who can accurately answer questions and provide information about:
• The Maricopa County Ryan White Part A Program
• The AHCCCS Program
• Status/disposition of individual applications and renewals
Customer service staff shall be knowledgeable about the application and renewal process,
eligibility criteria, grievance and appeal processes and other pertinent program information.
The Contractor shall provide assistance to individuals who require help in completing an
application or renewal form. The Contractor shall also make oral translation services available,
upon request.
If the Contractor prepares customer information materials (e.g., renewal forms, web materials)
these materials must be approved by Maricopa County Ryan White Part A Program prior to
distribution. These materials shall be translated into English and Spanish and shall, where
appropriate, inform clients of their right to interpretation and translation services. Oral
interpretation services must be available free of charge to all consumers regardless of the
prevalence of the language. The Contractor shall make every effort to ensure that all information
prepared for distribution to consumers is written at no greater Readability Statistic than eighth (8th)
grade level. Regardless of the format chosen by the Contractor, the consumer information must be
printed in a type, style and size, which can easily be read by clients with varying degrees of visual
impairment. The Contractor shall make alternative formats available to consumers as
appropriate.
1.4.1 Customer Service Line:
The Contractor shall maintain a toll-free customer service line dedicated to The Maricopa
County Ryan White Part A Program. At a minimum the customer service line shall:
• Be staffed at a minimum five (5) days per week, Monday through Friday 8:00 a.m. to
5:00 p.m., Mountain Standard Time (MST), except Maricopa County approved
holidays.
• Have access to a telecommunication device for the deaf or hard of hearing
(TDD/TTY) and to interpreter services for when there is not an operator available
who speaks the caller’s language.
• Have 24-hour bi-lingual (English and Spanish) voice messaging capability for those
times during which the line is not staffed. Any call left on the 24-hour voice
messaging service must be returned by the following business day. In the event the
first attempt to reach the caller is not successful, the Contractor shall make, at least,
one more attempt to return the call.
• Have the ability to make actual person real time transfers to The Maricopa County
Ryan White Part A Program Contracted Service Providers for inquiries.
1.4.2 Inquiries and Correspondence:
The Contractor shall respond to oral, written or electronic inquiries from individuals or
organizations regarding the eligibility process for the AHCCCS Program or the Maricopa
County Ryan White Part A Program. For electronic correspondence, the Contractor
must, as appropriate, utilize a secure e-mail system in order to maintain confidentiality.
Correspondence that is not directly related to The Maricopa County Ryan White Part A
Program eligibility shall be referred to the Maricopa County Ryan White Part A Program
along with any requests for information about program operations or data requests
received from organizations other than The Maricopa County Ryan White Part A
Program.

SERIAL 171117-RFP
The Maricopa County Ryan White Part A Program Administrative Agent shall send all
Ryan White Part A Program eligibility related questions that are received from the public
to the Contractor who shall be responsible for answering.
The Contractor shall use the Maricopa County Ryan White Part A Program and
HIV/AIDS logos, photo ready copy provided by the Maricopa County Ryan White Part A
Program, on all correspondence but may also use the Contractor’s own company logo.
Correspondence must be applicant/client-oriented and written at no greater Readability
Statistic than Eighth (8th) grade in the appropriate language (English or Spanish or
indication of availability of oral translation services) and in plain language,
understandable to the recipient. The Maricopa County Ryan White Part A Program when
asked can provide technical assistance.
1.4.3 Information Distribution and Mailings:
The Contractor shall distribute application and renewal forms and other program
materials developed by the Maricopa County Ryan White Part A Program to any
organization or individual making a request to the contactor for such materials.
The Contactor shall be responsible for printing and mailing (including the cost of postage
for the following:
• Initial application (using The Maricopa County Ryan White Part A Program
template)
• Renewal notifications and forms available from The Maricopa County Ryan White
Part A Program Policies and Procedures.
• Requests for applications or renewal forms or other Maricopa County Ryan White
Part A Program information.
The Contractor’s mailing address shall be on envelopes containing Ryan White Part A
Program material that is mailed out by the Contractor. The Contractor shall be
responsible for resolving the reason for the mail being returned within seven (7) business
days of receiving returned mail. The Contactor shall accomplish this by researching the
address and by attempting to contact the client. If the Contractor locates a correct
address, the Contactor shall enter the correct address into CAREWare and re-mail the
information to the client.
1.5 COMPLAINTS:
The Contactor shall execute processes to investigate, resolve and track complaints received
regarding the Maricopa County Ryan White Part A Program eligibility process or any other
activities performed by the Contactor. The Contractor shall attempt to expeditiously resolve or
rectify the situation to the complainant’s satisfaction, if appropriate. The Contractor shall respond
to the complainant either in writing or verbally. The Contractor shall document complaints and
any resolution provided by recording comprehensive case notes for the particular case at issue.
The Contractor shall maintain all records of all contacts, correspondence and action taken to
resolve inquiries and complaints.
For any complaints received which are not related to Maricopa County Ryan White Part A
Program eligibility process or the Contractors operations, the Contractor shall document the
complaint and refer the complaint to The Maricopa County Ryan White Part A Program, Quality
Management Supervisor.
1.6 PERFORMANCE MEASURE:
In addition to the requirements detailed elsewhere in this proposal, the Contractor shall throughout
the term of this Contract meet the performance thresholds, specified in the table below.
Performance Measures will be audited during Administrative and Quality Management Site Visits.

SERIAL 171117-RFP
The Maricopa County Ryan White Part A Program in conjunction with the successful bidder may
develop and implement additional performance standards than those listed in the table. If the
Contractor’s performance falls below a performance threshold or previous performance level, the
Contractor shall develop and implement a Maricopa County Ryan White Part A Program Quality
Management approved corrective action plan. The Contractor’s corrective action plan shall define
the problem, describe recommended interventions to improve performance, describe interim
monitoring to measure effectiveness of the interventions, and set a measurable threshold for
discontinuations of the corrective action plan. If the Contractor does not comply with the
corrective action plan, the Maricopa County Ryan White Part A Program may impose any
available remedy under this Contract, including sanctions.
Performance Measure Performance Threshold
All applications will be dispositioned by the Contractor Monthly average of 95% timeliness
within seven (7) business days of application date.
The Maricopa County Ryan White Part A Program shall
calculate performance as it relates to disposition of the
applications using data contained in CAREWare and
supplied by the Contractor.
Timely Disposition of Renewals
All materials will be dispositioned by the Contractor Monthly average of 95% timeliness
within seven (7) business days of the receipt date.
The Maricopa County Ryan White Part A Program shall
calculate performance as it relates to disposition of the
applications using data contained in CAREWare and
supplied by the Contractor.
Accuracy of Eligibility Determination
The Contactor’s eligibility determination error rate shall Average of 97% accuracy per quarter
not exceed 3%
The Maricopa County Ryan White Part A Program shall
calculate eligibility determination by conducting a
statistically valid review of Contactor’s eligibility files
(initial and renewals) to determine the accuracy rate.
1.7 QUALITY MANAGEMENT PROCESS:
The Contactor shall put in place a quality management program that include processes for: 1)
monitoring the Contractor’s compliance with all contract requirements and attainment of contact
performance standards, and 2) implementing corrective actions to address any deficiencies or
identified opportunities for improvement. Specific components of the Contractor’s quality
management program must include processes for:
• Monitoring and evaluating all functional areas performed by the Contractor, e.g.,
eligibility, screening, and processing customer services and staff training. This must
include:
o A monthly review of eligibility files to determine accuracy of the eligibility
determination. During the first six (6) months of operation, the Contractor shall
review eligibility determinations made by all employees. On an ongoing basis the
Contractor shall review: 1) all eligibility determinations made by any new
employees during their first six (6) months of employment and 2) a sample of
eligibility determinations made by all other employees. A copy of the review tool
shall be provided with the plan. Results of the reviews and action taken shall be
provided to The Maricopa County Ryan White Part A Program.

SERIAL 171117-RFP
o An ongoing survey of consumer satisfactions with the services provided by the
Contractor with a quarterly report summarizing the survey results and action taken to
address any identified areas of improvement. A copy of the survey tool shall be
provided with the plan.
o Participation in Customer Satisfaction survey measurements as established annually
by the Maricopa County Ryan White Part A Program.
• Developing, implementing and monitoring interventions (including corrective action
plans) to address deficiencies and continuously improve Contractor operations.
• Providing The Maricopa County Ryan White Part A Program, as necessary, with reports
on the Contractor’s performance and the results of the intervention.
• Allocating resources necessary for assuring contract operations that meet the performance
standards.
1.7.1 Quality Management Plan:
The Contractor shall develop a Quality Management Plan that describes in detail the
structure and processes of the Contractor’s quality management program, including
copies of policies and procedures. The Contractor shall submit the initial Quality
Management Plan to the Maricopa County Ryan White Part A Program for approval
within Sixty (60) calendar days after contract award and thereafter the annual Quality
Management Plan shall be to The Maricopa County Ryan White Part A Program for
approval Forty Five (45) calendar days after the beginning of the new contract year. In
addition, the Contractor shall annually review and update the plan, evaluating the
previous year’s activities and identifying all goals and initiative for the upcoming year.
As part of this plan the Contractor shall include strategies for addressing specific
Contactor performance requirements that The Maricopa County Ryan White Part A
Program will establish annually in order to address targeted areas for improvement.
1.7.2 Quality Reviews and Audits:
The Contractor shall cooperate fully with The Maricopa County Ryan White Part A
Program or any other authorized governmental entities that are conducting quality
reviews or audits related to activities performed under this contract such as federal
eligibility determination quality control reviews.
In order to determine the accuracy of the Contractor’s eligibility determination decisions
(initial and renewals), The Maricopa County Ryan White Part A Program Quality
Management Program shall conduct annual quality evaluations. A description of the
methodology to be employed can be found in the Maricopa County Ryan White Pat A
Program Policies and Procedures Manual Appendix labeled Quality Management Plan.
The Contractor shall provide all supporting documentation for the selected eligibility
decisions to the Quality Management Program for review. The error tolerance level is set
at three percent (3%). If the error rate for any rating period exceeds the three percent
(3%) tolerance level, the Contractor shall develop and submit to The Maricopa County
Ryan White Part A Program for approval a corrective action plan that sets forth steps the
Contractor shall take to address the error trends and improve the accuracy of the
eligibility decisions.
1.8 AUDIT REQUIREMENTS:
1.8.1 If the Contractor expends $750,000 or more from all contracts administered and/or
funded via County, and/or receives $750,000 or more per year from any federal funding
source(s), the Contractor will be subject to Federal audit requirements of the Single Audit
Act of 1984, P.L. 98-502 and the Single Audit Act Amendments of 1996, P.L. 104-156.
The Contractor shall comply with OMB CFR Part 200 Subpart B through F as applicable.

SERIAL 171117-RFP
The audit report shall be submitted to the Maricopa County Internal Audit department for
review within the nine (9) months following the close of the Contractor’s fiscal year. The
Contractor shall take any necessary corrective action to remedy any material weaknesses
identified in the audit report within six (6) months after the release date of the report, or
by a date defined by the Internal Audit department. Maricopa County may consider
sanctions as described in OMB Circular A-128 for contractors not in compliance with the
audit requirements. All books and records shall be maintained in accordance with
Generally Accepted Accounting Principles (GAAP).
1.8.2 The Contractor shall schedule an annual financial audit to be submitted to County for
review within nine (9) months following the close of the Contractor’s fiscal year.
Contractor understands that failure to meet this requirement may result in loss of current
funding and disqualification from consideration for future County-administered funding.
1.8.3 The Contractor shall also comply with the following OMB Circulars as applicable to its
organization’s business status:
1.8.3.1 A-102 Uniform Administrative Requirements for Grants to State and Local
Government.
1.8.3.2 A-110 Uniform Administrative Requirements for Grants and Agreement with
Institutions of Higher Education, Hospitals and other non-profit organizations.
1.8.3.3 A-122 Cost Principles for Non-Profit Organizations.
1.8.3.4 A-87 Cost Principles for State and Local Governments.
1.8.3.5 A-21 Cost principles for Education Institutions.
1.9 ADMINISTRATIVE REQUIREMENTS:
1.9.1 Organizational Structure and Staffing:
The Contractor shall have in place the organization, management and administrative
systems capable of all fulfilling contract requirements. The Contractor shall maintain a
current functional organization chart, showing main departments/units, key personnel and
number of staff members in each department/unit. The Contractor shall also maintain
current job descriptions for all staff assigned to this Contract and shall establish policies
and procedures for continuously monitoring staff performance and addressing any
identified deficiencies.
1.9.1.1 Key Personnel:
The Contractor shall have the following key personnel:
• Project Director, who serves as the primary point of contact with The
Maricopa County Ryan White Part A Program during the
implementation phase of the project and is responsible for contract
implementation, project management, liaison with status reporting to
The Maricopa County Ryan White Part A Program. All other
personnel including Project Director and other staff, not to exceed ten
(10) Full Time Equivalents’ (FTE’s) to cover all functions of the
contract.
1.9.1.2 Administrative cost is limited to ten percent (10%) of contract total.
1.9.1.3 Collaboration with the Maricopa County Ryan White Part A Program and other
stakeholders:

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The Contractor shall establish working partnerships with The Maricopa County
Ryan White Part A Program and other appropriate entities to facilitate the
efficient and accurate processing of eligibility applications and renewals,
complaints and appeals.
The Contractor’s staff, especially key personnel, shall meet with and be
accessible to The Maricopa County Ryan White Part A Program staff on a
mutually agreeable, regularly scheduled basis and as otherwise needed.
1.9.2 Training Program:
The Contractor shall establish a training program that includes training for its employees
and as appropriate for The Maricopa County Ryan White Part A Program staff. The
Contractor shall provide comprehensive initial training to new hires consisting of both
technical and programmatic training modules before assuming professional job
responsibilities. This shall include training on The Maricopa County Ryan White Part A
Program and its relevant policies and procedures set forth in the Contractor’s desktop
procedure manual, customer service and cultural competency, the eligibility systems, and
the Business Continuity and Recovery Plan. The Contractor shall provide ongoing
refresher and remedial training as required by programmatic and operational changes and
updates, and identified employee performance discrepancies. The Contractor shall also
conduct annual staff trainings regarding Cultural Sensitivity and The Health Insurance
Portability Act (HIPAA) privacy and security requirements. Additionally, Contractors
employees who have access to the system or other eligibility related data will be required
to participate in an annual certification process conducted by The Maricopa County Ryan
White Part A Program on-line.
During the transition period, The Maricopa County Ryan White Part A Program will
provide initial training to the Contractor on The Maricopa County Ryan White Part A
Program eligibility requirements and the use of the CAREWare system and coordinate
with AHCCCS for training and use of the Health-e-Arizona System to be used by the
Contractor for purposes of this Contract. After this initial training, the Contractor shall
be responsible for coordinating with the Ryan White Part A Program and AHCCCS for
ongoing training on the respective systems used by the Contractor under this contract.
The Contactor shall maintain documentation of training in a central file. The Contractor
shall be responsible for the cost related to training the Contractor’s staff to perform tasks
specified by the Scope of Work.
1.9.3 Desktop Procedures Manual:
The Contactor shall develop and submit to The Maricopa County Ryan White Part A
Program for approval a desktop procedure manual that sets forth operating procedures for
meeting the requirements of this Contract. This manual shall be submitted no later than
forty five (45) calendar days after the award of this Contract.
The Contractor will continue to update the manual to address any new or changed
requirements included in this Contract. These updates shall be submitted to The
Maricopa County Ryan White Part A Program for approval prior to implementation. The
manual and any updates must comply with the State and Federal rules and policies,
including all relevant Maricopa County Ryan White Part A Program eligibility policies.
1.9.4 Information and Communication Systems:
The Maricopa County Ryan White Part A Program requires the installation and
utilization of HRSA-supplied Ryan White CAREWare software for reporting purposes,
to include quality management program reporting requirements. The Contractor agrees
to install, collect, and report all data requested by The Maricopa County Ryan White Part
A Program via CAREWare within sixty (60) calendar days of request by The Maricopa

SERIAL 171117-RFP
County Ryan White Part A Program. The Contractor agrees to participate in technical
assistance training and/or informational presentations for CAREWare at various times
scheduled during the contract year. CAREWare is used for client level data reporting and
is used for monthly billing purposes, demographic reports, and various custom reporting.
Samples of these reports can be found in Sections 4-6 of the Ryan White Part A Program
Policies Manual.
The CAREWare software is supported by the Part A Office for training and end user
support. The Contractor is responsible for coordinating the installation of the
CAREWare software with their internal information technology staff. CAREWare
software is developed by HRSA and requires no licensing fees. The CAREWare
software and central database are explained in Section 4-6 of the Ryan White Part A
Program Policies and Procedures Manual.
The Contractor shall comply with all Health Insurance Portability Accountable Act
(HIPAA) privacy and security compliance regulations, e.g., assignment and review of
user IDs, requiring passwords, protecting Private Health Information. Prior to providing
access the Maricopa County Ryan White Part A Program and the Health-e-Arizona
systems, the Contractor must complete applications, security paper work and sign used
agreements. Fees for Health-e-Arizona set up will be reimbursed as part of the contractor
agreement with Maricopa County. In addition The Maricopa County Ryan White Part A
Program shall confirm network connectivity prior to implementation. The Contractor
shall also establish a secure e-mail system for confidential correspondence with
stakeholders.
1.9.4.1 System Support and Availability:
The Virtual Private Network (VPN) connectivity support is provided through the
Maricopa County Ryan White Part A Program and the Office of Enterprise
Technology (OET). Upon proper authorization for VPN access software
instructions and configuration settings are provided to contractor. The support
for the VPN is provided through the Maricopa County Office of Enterprise
Technology, Help Desk at (602) 506-4357.
The CAREWare application is supported through the Maricopa County Ryan
White Part A Program, working through its CAREWare Consultant and will be
responsible for supporting all of the CAREWare supplied applications that are
used to process eligibility applications and renewals.
The Ryan White Part A Program CAREWare Consultant shall analyze and
resolve all CAREWare-related system issues reported by the Contactor. The
Ryan White Part A Program CAREWare Consultant shall refer all Contactor
related issues back to the Contactor for resolution.
The Ryan White Part A Program CAREWare Consultant shall be responsible for
conducting maintenance of the system hardware and software. The system is
generally available twenty-four (24) hours, seven (7) days a week. The Ryan
White Part A Program CAREWare Consultant will provide the Contractor with
notification of system downtime as needed. Typically, downtime includes:
• Quarterly System maintenance as determined by the Maricopa County
Office of Enterprise Technology
• CAREWare System upgrades as made available by the CAREWare
development team through HRSA
If notified well in advance, the Ryan White Part A Program CAREWare
Consultant will try to reschedule planned downtime to accommodate a special
need of the Contractor to access the system.

SERIAL 171117-RFP
The Health-e-Arizona Program is supported through the AHCCCS technical
service provider. This provider is responsible for conducting maintenance of its
hardware and software. The system is generally available twenty-four (24)
hours, seven (7) days a week. AHCCCS policy and procedure will govern
access and level of support.
1.9.4.2 Technical Service Center – Technical Support and Resolution Discrepancies:
The Ryan White Part A Program CAREWare Consultant is responsible for
providing Technical support to the Contractor as it relates to using the
CAREWare eligibility systems. To request technical support or report a
system-related problem, the Contactor shall call The Ryan White Part A
Program, Administrative Program Assistant at (602) 506-5341. The Ryan White
Part A Program CAREWare Consultant may not be able to resolve the question
or problem in the same call. The average timeframe to resolve a problem that
requires additional research or a data repair is typically two (2) business days.
1.9.4.3 Contractor Responsibilities:
The Contractor is responsible for all Contractor system and communication
related equipment and software, including costs, service, maintenance and
upgrades and access to the Internet. The Contractor at no additional cost to The
Maricopa County Ryan White Part A Program shall be responsible for all
hardware and software upgrades as required to maintain compatibility with
CAREWare or Health-e-Arizona applications software/hardware.
The provider is required to provide the following:
• Internet Connectivity via broadband
• IT personnel to install and configure:
o CAREWare 4.x
o Nortel VPN Connectivity Client Software
o Microsoft.net 1.1
• Workstation minimum requirements to run CAREWare and Health-e-
Arizona.
o 96 MB RAM, 1GHZ, or faster processor and 12GB of hard drive
space
o Windows 2000, XP or Vista based O/S
The Contactor is also responsible for all applicable workstation software
licensing.
1.9.4.4 Business Continuity and Recovery Plan:
The Contractor shall have a Business Continuity and Recovery (BCR) Plan to
deal with unexpected events that may affect its ability to adequately deliver
contractual services. The BCR Plan must be specific to the Contactor’s
operation in Arizona and reference local resources. The plan shall, a minimum
contain:
• Planning and training for 1) electronic/telephonic failure at the
Contactor’s main place of business, 2) complete loss of use of the main
place of the Maricopa County Ryan White Part A Program business, 3)
loss of primary computer systems/records, 4) communication between
the Contractor and CAREWare in the event of a business disruption, and
5) periodic testing, at least annually.

SERIAL 171117-RFP
• Specific provisions for recovery of key customer priorities.
• Specific timelines for resumption of services. The timelines should
note the percentage of recovery at certain hours, and key actions
required to meet the timelines.
The Contractor shall review its BCR Plan at least annually and update as
needed. The Contractor’s initial BCR Plan shall be reviewed and approved by
The Maricopa County Ryan White Part A Program and in subsequent contract
years the shall submit a summary of the plan to the Maricopa County Ryan
White Part A Program within fourteen (14) business days after the start of the
contact year.
The Contractor shall designate a staff person as the Business Continuity
Planning Coordinator and furnish The Maricopa County Ryan White Part A
Program with that contact information. All Contractor staff shall be trained and
familiar with the Plan.
1.10 SPECIAL REQUIREMENTS:
1.10.1 The Contractor shall adhere to all applicable requirements of the Ryan White HIV/AIDS
Treatment Extension Act of 2009 and/or current authorized or reauthorized Ryan White
HIV/AIDS Act.
1.10.2 The Contractor shall participate in provider technical assistance meetings and/or
teleconference calls that will be scheduled by the Administrative Agent throughout the
year.
1.10.3 The Contractor shall retain the necessary administrative, professional and technical
personnel for operation of the program.
1.10.4 The Contractor agrees to maintain adequate programmatic and fiscal records and files
including source documentation to support program activities and all expenditures made
under terms of this agreement as required.
1.10.5 Contractor agrees to install and utilize the CAREWare client level reporting software
system as described in the current Ryan White Part A Program Policies and Procedures
Manual. There are no licensing costs associated with the use of CAREWare, however
the provider is required to pay for costs related to installing and configuring internal
firewall devices to gain access to the CAREWare database. These expenses can be
reimbursed by Ryan White, if included in the current approved budget.
1.10.6 The successful Contractor shall prepare and provide the Ryan White Part A Program,
Business Associate Agreement prior to commencement of the Work.
1.11 RELEASE OF INFORMATION:
1.11.1 The Contractor agrees to secure from all clients provided services under this Contract,
any and all releases of information or other authorization requested by County. Each
client file documenting the provision of Part A services must contain a current
Administrative Agent authorized release form signed and dated by the client or the
client’s legal representative. Failure to secure such releases from clients may result in
disallowance of all claims to County for covered services provided to eligible individuals.
If service to anonymous clients is specifically allowed and approved by the County
according to the current Ryan White Part A Policies and Procedures Manual or otherwise
stated in writing by the Administrative Agent, this provision does not apply.

SERIAL 171117-RFP
1.11.2 The Contractor agrees to comply with ARS §36-662, access to records. In conducting
an investigation of a reportable communicable disease the department of health services
and local health departments may inspect and copy medical or laboratory records in the
possession of or maintained by a health care provider or health care facility which are
related to the diagnosis, treatment and control of the specific communicable disease case
reported. Requests for records shall be made in writing by the appropriate officer of the
department of health services or local health department and shall specify the
communicable disease case and the patient under investigation.
1.12 TRANSITION ACTIVITIES:
Within ten (10) business days of the award if the CE-RFP The Ryan White Part A Program
Administrative Agent Transition Team, consisting of the Administrative Services Supervisor,
Quality Management Trainer and The Ryan White Part A Program CAREWare Consultant, will
meet with the awarded Contactors’ Project Director and staff to develop a Transition Project
Implementation Plan that when implemented will allow for a smooth transfer of central eligibility
function from existing Ryan White Part A Program providers to the new Central Eligibility
Contractor. Plan development and its implementation shall not exceed a total of sixty (60)
calendar days. This process helps to ensure the successful transition of contract responsibilities
from The Maricopa County Ryan White Part A Program and existing contractors to the new
Contractor at the end of the transition period.
1.12.1 Readiness Reviews:
The Maricopa County Ryan White Part A Program may conduct operational readiness
reviews on the successful Contractor and will, subject to the availability of resources,
provide technical assistance as appropriate. The readiness reviews will be conducted
prior to the start of business. The purpose of the readiness reviews is to access the
Contactor’s readiness and ability to meet the terms of the Contract. The Contractor will
be permitted to commence operations only if the readiness review factors are met to The
Maricopa County Ryan White Part A Program’s satisfaction.
1.13 REFERENCES
Respondents must provide in this application at least five (5) reference accounts to which they are
presently providing like service and/or to which they provide or receive HIV/AIDS service
referrals. Included must be the name of the government or company, individual to contact, phone
number, street address and e-mail address. Preference may be given to Respondents providing
government accounts similar in size to Maricopa County.
1.14 QUALITY MANAGEMENT:
1.14.1 The Contractor will participate in the Quality Management Program as detailed in the
current Ryan White Part A Program Policies and Procedures Manual.
1.14.2 The Contractor will utilize and adhere to the most current Standards of Care as
developed by the Phoenix Eligible Metropolitan Area (EMA) Planning Council.
1.14.3 The Contractor will develop and implement an agency-specific quality management plan
for Ryan White Part A-funded services. The Contractor will conduct Quality
Improvement projects at the agency level utilizing the Plan-Do-Study-Act (PDSA)
model.
1.14.4 The Contractor will participate in cross-cutting Quality Improvement projects and report
data per the timeline established with the County. Additionally, the Contractor will
report quality outcome measures established by the County per the reporting schedule.
1.14.5 The Contractor will participate in Quality Management activities of the Clinical Quality
Management Committee as requested by the County.

SERIAL 171117-RFP
1.14.6 The Contractor will conduct and provide documentation of quality assurance and
improvement activities, including maintenance of client satisfaction surveys and other
mechanisms as designated by the County.
1.14.7 The Contractor will maintain a comprehensive unduplicated client level database of all
eligible clients served, as well as demographic and service measures required, and submit
this information in the format and frequency as requested by the County. The County
will make available to the Contractor software for the collection of this information
(CAREWare).
1.14.8 The Contractor will maintain consent to serve forms signed by the clients to gain
permission to report their data to County, State and Federal authorized entities and to
view their records as a part of site visits and quality management review activities.
1.14.9 The Contractor will participate in Quality Management trainings sponsored by the
County which are deemed mandatory. The Contractor understands that non-participation
in these types of activities may result in non-compliance with the Standards of Care as
mandated by the Ryan White Act. Further, such non-participation in Quality
Management trainings could result in prompting a performance monitoring site visit.
1.15 REPORTING REQUIREMENTS:
1.15.1 The Contractor agrees to submit monthly invoices as defined in the Invoices and
Payments section of this Contract,
1.15.2 The Contractor agrees to submit any administrative, programmatic, Quality and/or fiscal
reports requested and by the due date defined by the Administrative Agent. See below
table for standard reports that are required annually. The Administrative Agent may
request additional reports related to contracted services at any time.
REPORT DUE DATE SEND TO
Eligibility Applications Checked at annual site The Maricopa County
visit. Ryan White Part A
Monthly Eligibility File Program
Reviews for accuracy –
summarizing the results of the
monthly review of eligibility
cases processed by the
Contractor’s employees.
Quarterly Customer Survey Twenty (20) calendar
Results days after the end of the
contract quarter
Financial
Annual Financial Audit Report Must be submitted
conducted by independent within nine (9) months
certified public accounting after the close of the
entity for the subsidiary and/or Contactor’s fiscal year.
parent company if applicable.
Other Reports
Annual Quality Management Sixty (60) calendar
Plan days after contract
award and then
annually Forty-Five
(45) calendar days after
the beginning of each
new contract year.
Transition Plan Section 10.0 Twenty (20) calendar

SERIAL 171117-RFP
days after contract
award.
Desktop Procedure Manual Forty-Five (45)
Section 9.3 calendar days after
contract award.
Business Continuity Plan Sixty (60) calendar
Section 9.4.4 days after contract
award.
1.15.3 The Contractor agrees to comply with and submit annual and semi-annual client-level
and provider-level data as required by HRSA by the due date(s) defined by the
Administrative Agent.
1.15.4 The Contractor agrees to comply with ARS § 36-621, reporting contagious diseases. Any
employee, subcontractor or representative of the Contractor providing services under this
Contract shall follow the requirements of this law. Specifically, a person who learns that
a contagious, epidemic or infectious disease exists shall immediately make a written
report of the particulars to the appropriate board of health or health department. The
report shall include names and residences of persons afflicted with the disease. If the
person reporting is the attending physician he shall report on the condition of the person
afflicted and the status of the disease at least twice each week.
1.15.5 In addition to the requirements set forth under the section of the RFP the Contractor shall
notify The Maricopa County Ryan White Part A Program Manager immediately by
telephone and by e-mail of any and all problems when discovered that may affect the
daily operations of the contract and/or any area impacting the Contractor’s operation.
1.15.6 The Maricopa County Ryan White Part A Program requirements regarding reports, report
content and frequency of report submissions are subject to change at any time during the
term of the contract. The Contractor shall comply with all changes required by The
Maricopa County Ryan White Part A Program.
1.16 PROGRAM MARKETING INITIATIVES:
1.16.1 When issuing statements, press releases and/or Internet-based or printed documents
describing projects, programs and/or services funded in whole or in part with Ryan White
Part A funds, the Contractor shall clearly reference the funding source as the Federal
Department of Health and Human Services, Health Resources and Services
Administration, the Ryan White HIV/AIDS Treatment Extension Act of 2009 (or current
authorized or reauthorized name of Act), and the Maricopa County Workforce
Management and Development Department (or department in which the Ryan White Part
A Program is currently operating). Such references to funding source must be of
sufficient size to be clear and legible.
1.16.2 Contractor is responsible for advertising Ryan White Part A-funded services. Such
advertisement is to promote/incorporate the following components: Services available,
venues/locations, and hours of operation. The content of any and all advertising for these
services must be in a format allowed by Local, State and Federal regulations and shall
contain the funding language referenced in this contract section.
1.16.3 Contractor is responsible to ensure that all appropriate program descriptions, including
hours and locations, and any changes related to these services are disseminated to the
community and other Ryan White providers to ensure that clients have access to care.
The Contractor shall be able to document and explain this communication process to the
Administrative Agent upon request.

SERIAL 171117-RFP
1.17 OTHER REQUIREMENTS:
1.17.1 Contractor shall comply with all policies and procedures as defined in the current Ryan
White Part A Policies and Procedures Manual.
1.17.2 Contractor will maintain discrete client files for all individuals served and will secure the
necessary releases of information to allow for review of all pertinent client information
by employees of County and/or their designated representatives.
1.17.3 Contractor shall respond to all requests for information and documentation solicited by
County when they are submitted in writing no later than seventy-two (72) hours of receipt
of request.
1.17.4 Contractor shall participate with a standardized anonymous Consumer Satisfaction
Survey issued to all program participants, as requested by the County..
1.18 ADEQUACY OF RECORDS:
If the Contractor's books, records and other documents relevant to this Contract are not sufficient
to support and document that allowable services were provided to eligible clients the Contractor
shall reimburse Maricopa County for the services not so adequately supported and documented.
2.0 SPECIAL TERMS AND CONDITIONS:
2.1 DELIVERY:
It shall be the Contractor’s responsibility to meet the proposed delivery requirements. Maricopa
County reserves the right to obtain services on the open market in the event the Contractor fails to
make delivery and any price differential will be charged against the Contractor.
2.2 CONTRACTOR STATUS:
The Contractor is an independent Contractor in the performance of work and the provision of
services under this Contract and is not to be considered an officer, employee, or agent of Maricopa
County.
2.3 PROPRIETARY INFORMATION:
Proprietary information submitted by a Respondent in response to a Request for Proposal shall
remain confidential as determined by law or regulation.
2.4 SAFEGUARDING OF CLIENT INFORMATION:
The use or disclosure by any party of any information concerning an eligible individual served
under this Contract is directly limited to the performance of this Contract.
2.5 CONTRACT REPRESENTATIVES:
Any changes in the method or nature of work to be performed under a Contract must be processed
by the County’s authorized representative. Upon the execution of a Contract, the County will
name its representative who will be legally authorized to obligate the County.
2.6 FINANCIAL STATUS:
All Respondents shall make available upon request a current audited financial statement, a current
audited financial report, or a copy of a current federal income tax return prepared in accordance
with Generally Accepted Accounting Principles or Standards. Failure or refusal to provide this
information within five (5) business days after communication of the request by the County shall

SERIAL 171117-RFP
be sufficient grounds for the County to reject a response, and to declare a Respondent non-
responsive as that term is defined in the Maricopa County Procurement Code.
If a Respondent is currently involved in an ongoing bankruptcy as a debtor, or in a reorganization,
liquidation, or dissolution proceeding, or if a Respondent or receiver has been appointed over all
or a substantial portion of the property of the Respondent under federal bankruptcy law or any
state insolvency law, the Respondent must provide the County with that information, which the
County may consider that information during evaluation. The County reserves the right to take
any action available to it if it discovers a failure to provide such information to the County in a
response, including, but not limited to a determination that the Respondent be declared non-
responsive, and suspended or debarred, as those terms are defined in the Maricopa County
Procurement Code.
By submitting a response to the Request for Proposal, the Respondent agrees that if, during the
term of any Contract it has with the County, it becomes involved as a debtor in a bankruptcy
proceeding or becomes involved in a reorganization, dissolution or liquidation proceeding, or if a
Respondent or receiver is appointed over all or a substantial portion of the property of the
Respondent under federal bankruptcy law or any state insolvency law, the Respondent will
immediately provide the County with a written notice to that effect and will provide the County
with any relevant information it requests to determine whether the Respondent will be capable of
meeting its obligations to the County.
2.7 CHANGES:
2.7.1 The Ryan White Part A Program, with cause, by written order, can make changes within
the general scope of this Contract in any one or more of the following areas (Also see
AMENDMENTS (Section 5.15) & TASK ORDER SECTION (Section 5.16)):
2.7.1.1 Work Plan activities reflecting changes in the scope of services, funding
source or County regulations,
2.7.1.2 Administrative requirements such as changes in reporting periods, frequency
of reports, or report formats required by funding source or County regulations,
policies or requirements, and/or,
2.7.1.3 Contractor fee schedules, reimbursement methodologies and/or schedules,
and/or program budgets.
Examples of cause would include, but are not limited to: non-compliance,
under-performance, service definition changes, reallocations or other
directives approved by the Planning Council, or any other reason deemed
necessary by the Administrative Agent.
2.7.2 Such order will not serve to increase or decrease the maximum reimbursable amount to
be paid to the Contractor. Additionally, such order will not direct substantive changes in
services to be rendered by the Contractor.
2.7.3 Any dispute or disagreement caused by such written order shall constitute a "Dispute"
within the meaning of the Disputes Clause found within this Contract and shall be
administered accordingly.
2.8 CULTURAL COMPETENCY:
2.8.1 The Contractor shall meet and comply with applicable standards of the federal Culturally
and Linguistically Appropriate Services (CLAS) standards The Contractor shall develop
and implement organizational policies that comply with these standards.

SERIAL 171117-RFP
2.8.2 The Contractor shall recognize linguistic subgroups and provide assistance in overcoming
language barriers by the appropriate inclusion of American Sign Language and languages
of clients accessing care.
2.9 CONTRACTOR EMPLOYEE MANAGEMENT:
2.9.1 Contractor shall endeavor to maintain the personnel proposed in their offer throughout
the implementation of their Service. In the event that Contractor personnel’s employment
status changes, Contractor shall provide County a list of proposed candidates with
equivalent experience with the Solution. County reserves the right to assist in the
selection of the replacement candidate. Under no circumstances is it acceptable for the
implementation schedule to be impacted by a personnel change on the part of the
Contractor.
2.9.2 Contractor shall not reassign any provided personnel without the express consent of the
County.
2.9.3 County reserves the right to immediately remove from its premises any Contractor
personnel it determines is a risk to County operations.
2.9.4 County reserves the right to request the replacement of Contractor personnel at any time,
for any reason. Said requested removal shall not be subject to Part 3.10.1 of this Section.
2.10 COMPENSATION:
2.10.1 The County reserves the right to reallocate funding during the contract period so that the
services provided and corresponding contract amount may be decreased or increased, via
Contract Amendment or Task Order, at the discretion of the County.
2.10.2 County will pay the Contractor on a monthly basis for approved services and expenses
and in accordance with the reimbursement methodology determined by the County’s
Administrative Agent; either fee-for service or cost reimbursement. The total funds paid
to the Contractor will be dependent upon the approved invoice according to the
Administrative Agent. County does not guarantee a minimum payment to the Contractor.
For fee for service activities, the County will not reimburse Contractors for missed or
canceled appointments either by the service provider or the client(s).
2.10.3 The Contractor understands and agrees to notify the County of any deviations or changes
to any budget line of the current budget in place for this contract within thirty (30) days
of such change.
2.10.4 The Contractor shall be compensated for services provided only by the staff
classifications/positions included/referenced in the current approved budget.
2.10.5 Unless specifically allowed and referenced elsewhere in this Contract, all services are to
be provided at approved Contractor sites and/or venues. Services provided at non-
authorized locations or venues will not be reimbursed by the County.
2.10.6 The Contractor shall provide monthly financial and corresponding programmatic reports
per the reporting schedule to the County. If the Contractor is not in compliance due to
non-performance, submission of reports after deadlines, insufficient back-up statements
or improperly completed forms, the Contractor may not be reimbursed or reimbursement
may be delayed until program compliance issues and any other related financial
consequences are resolved. Furthermore, instances of non-compliance with billing and
reporting requirements may result in the County reducing the Contractor’s reimbursement
by up to ten percent (10%) of the corresponding month’s billing. Billing forms and
instructions are included in the current Ryan White Part A Program Policies and
Procedures Manual.

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2.10.7 The actual amount of consideration to be paid to the Contractor depends upon the actual
hours worked, services provided and related expenses as stated in the current approved
budget and Work Plan or as modified by contract amendment or appropriately executed
task order. Any unobligated balance of funds at the end of this Agreement period will be
returned to the County in accordance with instruction provided.
2.11 CONTRACT COMPLIANCE MONITORING:
2.11.1 County shall monitor the Contractor's compliance with, and performance under, the terms
and conditions of this Contract. On-site visits for contract compliance monitoring may be
made by County and/or its grantor agencies at any time during the Contractor's normal
business hours, announced or unannounced. The Contractor shall make available for
inspection and/or copying by County, all records and accounts relating to the work
performed or the services provided under this Contract, or for similar work and/or service
provided under other grants and contracts.
2.11.2 Contractor shall follow and comply with all related corrective action plans and
requirements of site visits and subsequent audits conducted by County and its
representatives. When monetary penalties are imposed or unallowable costs determined,
the County will define how repayment will be made to the County. This may include
decreasing or withholding the Contractor’s monthly billing or requiring payment to the
County.
2.12 RESTRICTIONS ON USE OF FUNDS:
2.12.1 The Contractor shall not utilize funds made available under this Contract to make
payments for any item or service to the extent that payment has been made, or can
reasonably be expected to be made, with respect to that item or service:
2.12.1.1 Under any State compensation program, under any insurance policy, or under
any Federal, State, or county health benefits program; or
2.12.1.2 By an entity that provides health services on a prepaid basis.
2.12.2 Funds shall not be used to purchase or improve (other than minor remodeling) any
building or other facility, or to make cash payments to intended recipients of services as
referenced in the A.R.S. § 41-2591, R2-7-701 and Code of Federal Regulations,
Chapter 1, Subchapter E., Part 31, and Public Health Service Grants Policy Statement.
2.12.3 The Federal Office of General Counsel and County emphasize that Ryan White Act funds
may only support HIV-related needs of eligible individuals. All activities and
expenditures must reflect an explicit connection between any service supported with
Ryan White Act funds and the intended recipient’s HIV status.
2.12.4 Contractor is not authorized to provide services anonymously, unless specifically
approved for the service category in which the Contractor is providing services. All
services must only be provided to documented eligible clients as defined in this Contract.
2.12.5 Ryan White funds shall not be used to finance the services of lobbyists, fundraisers or
grant/proposal writers, nor to support lobbying, fundraising activities and/or the writing
of grant/contract proposals.
2.12.6 The Ryan White Act limits the administrative expenses to not more than ten percent
(10%) of the total grant award. The Act defines allowable “administrative activities” to
include:
2.12.6.1 Usual and recognized overhead, including established indirect rates for
agencies;

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2.12.6.2 Management and oversight of specific programs funded under this title; and
2.12.6.3 Other types of program support such as quality assurance, quality control, and
related activities.
2.13 CONTINGENCY RELATING TO OTHER CONTRACTS AND GRANTS:
2.13.1 The Contractor shall, during the term of this Contract, immediately inform County in
writing of the award of any other contract or grant where the award of such contract or
grant may affect either the direct or indirect costs being paid/reimbursed under this
Contract. Failure by the Contractor to notify County of such award shall be considered a
material breach of the Contract and County shall have the right to terminate this Contract
without liability.
2.13.2 County may request, and the Contractor shall provide within a reasonable time, a copy of
any other contract or grant, when in the opinion of the Director, the award of the other
contract or grant may affect the costs being paid or reimbursed under this Contract.
2.13.3 If County determines that the award to the Contractor of such other Federal or State
contract or grant has affected the costs being paid or reimbursed under this Contract,
County shall prepare a Contract Amendment effecting a cost adjustment. If the
Contractor protests the proposed cost adjustment, the protest shall be construed as a
dispute within the meaning of the "Disputes" clause contained herein.
2.14 IMPROPRIETIES AND FRAUD:
2.14.1 The contractor shall notify Ryan White Part A Program in writing of any actual or
suspected incidences of improprieties involving the expenditure of CARE Act funds or
delivery of services. This will include when potential or current clients receive services,
or attempt to receive services, for which they are ineligible. Notification is also required
whenever acts of indiscretion are committed by employees that may be unlawful or in
violation of this contract. Notification to Ryan White Part A Program shall occur in
writing within twenty-four (24) hours of detection.
2.14.2 The Federal Department of Health and Human Services Inspector General maintains a
toll-free hotline for receiving information concerning fraud, waste, or abuse under grants
and cooperative agreements. Such reports are kept confidential and callers may decline
to give their names if they choose to remain anonymous.
Office of Inspector General
TIPS HOTLINE
P. O. Box 23489
Washington, D. C. 20026
Telephone: 1-800-447-8477 (1-880-HHS-TIPS)
2.14.3 The Contractor shall be responsible for any loss of funds due to mismanagement, misuse,
and/or theft of such funds by agents, servants and/or employees of the Contractor.
2.15 ADHERENCE TO RYAN WHITE PART A POLICIES:
Contractor shall adhere to all Ryan White Part A Program Policies. Such policies are referenced
in the current Ryan White Part A Program Policies and Procedures Manual - located on the
RWPA website at the following url - http://www.maricopa.gov/1887/Policies-Procedures..
2.16 REFERRAL RELATIONSHIPS:
Contractors must have documented evidence to substantiate referral relationships on an ongoing
basis consistent with Health Resources Services Administration guidance regarding “Maintaining
Appropriate Referral Relationships” available from the Ryan White Part A upon request.

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2.17 POLICY ON CONFIDENTIALITY:
2.17.1 The Contractor understands and agrees that this Contract is subject to all State and
Federal laws protecting client confidentiality of medical, behavioral health and drug
treatment information.
2.17.2 The Contractor shall establish and maintain written procedures and controls that ensure
the confidentiality of client medical information and records.
2.17.3 The Contractor shall maintain and document employee and direct service provider
training on their organization’s policies and procedures related to client confidentiality.
2.17.4 In accordance with Section 318 (e)(5) of the Public Health Service Act [42 U.S.C.
247c(e)(5)], no information obtained in connection with the examination, care or services
provided to any individual under any program which is being carried out with Federal
monies shall, without such individual’s consent, be disclosed except as may be necessary
to provide services to such individual or as may be required by laws of the State of
Arizona or its political subdivisions. Information derived from any such program may be
disclosed (a) in summary, statistical, or other form, or (b) for clinical research purposes,
but only if the identity of the individuals diagnosed or provided care under such program
is not disclosed. The Contractor shall comply with the provisions of A.R.S. § 36-663
concerning HIV-related testing; restrictions; exceptions and A.R.S. § 36-664 concerning
confidentiality; exceptions, in providing services under this Contract.
2.17.5 Confidential communicable disease related information may only be disclosed as
permitted by law, and consistent with the current Ryan White Part A Program Policies
and Procedures Manual.
2.18 EQUIPMENT:
2.18.1 All equipment and products purchased with grant funds should be American-made.
2.18.2 The title to any and all equipment acquired through the expenditure of funds received
from County shall remain that of the Department of Health and Human Services, Health
Resources and Services Administration. County must specifically authorize the
acquisition of any such equipment in advance. Upon termination of this Contract,
County may determine the disposition of all such equipment.
2.18.3 The Contractor agrees to exercise reasonable control over all equipment purchased with
capital outlay expense Contract funds. All equipment lost, stolen, rendered un-usable or
no longer required for program operation must be reported immediately to County for
disposition instructions. The Contractor shall report the physical inventory of all
equipment purchased with contract funds within sixty (60) days of receipt of such
equipment.
2.19 LAWS, RULES AND REGULATIONS:
The Contractor understands and agrees that this Contract is subject to all State and Federal
laws, rules and regulations that pertain hereto.

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STATEMENT OF WORK
NARRATIVE
TARGET POPULATION:
Through Ryan White Part A (RWPA) funding, the Contractor’s program will continue to provide Case Management
Central Eligibility (CE) Services to a target population of individuals living with HIV/AIDS of any age, and of all
races and ethnicities residing in Maricopa and Pinal counties.
Newly diagnosed individuals and individuals new to the RWPA Eligible Metropolitan Area (EMA) shall be linked
into care through the intake process and referred for ongoing RWPA services which will support them with retention
in healthcare. The bi-annual eligibility renewal process assists clients with staying in care and ensuring continued
access to medications.
AGENCY HISTORY AND EXPERTISE WITH INFECTIOUS DISEASE and OTHER FUNDING TO
SERVE PLWH:
The Contractor is a 501(c)3 nonprofit organization (established in 1974), governed by a Board of Directors, that
plans, coordinates, develops, funds, administers, and delivers services and programs for four client populations:
• Older adults, 60 years of age and over;
• Adults, 18-59, with disabilities and long term care needs;
• Adults, 18 years of age and older, who have a diagnosis of HIV/AIDS
• Family caregivers of older adults.
The Contractor shall follow federal CLAS Standards. Each Contractor service department has fluent bi-lingual
capabilities (Spanish/ English) with access to 13 other spoken languages; and there shall be access to interpreting
services through A-Z Translation Services and The Language Line. American Sign Language shall be provided by
AZ Freelance translation. Contractor’s design includes staff who are HIV positive (peer), which provides an
enhanced empathetic approach to the people being served – especially those newly diagnosed and entering care.
Staff shall make every effort to understand an individual’s cultural beliefs and practices and how they differ from or
reflect the cultural group with which the person identifies. Annual cultural competency training shall be a mandatory
requirement of the Contractor. Contractor shall protect patient privacy and meet their needs while being respectful of
cultural and social beliefs. Contractor shall endeavor to work within appropriate boundaries, to sensitively discuss
health topics with the client, and to instill and establish a relationship of trust.
While some services are provided directly by the Contractor, many are offered through the Contractor’s network of
70 subcontracted agencies.

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The Contractor’s contract history with Ryan White programs is as follows:
RW Title II RW Title I/ Part A RW Title IV/ Part D
General Case Management Case Management - Medical Case Management
9-92 through 2/96 Medical and Non-Medical 4/98 through present
3/96 through present
Pinal County 3/2010 – present
Central Eligibility Office
9/2011 – present
Minority Specific Case Management
4/95 through 3/99
(Blended into RW Part A)
Transportation Medical Transportation Transportation
4/95 through 2/96 3/96 through present 4/98 through July 2012
Home Delivered Meals Home Delivered Meals
4/95 through 2/96 3/96 through 2/2000
Funding for category discontinued
Home Health Care Home Health Care
4/95 through 2/96 3/96 through 2/2004
Funding for category discontinued
WORKING WITH THE COMMUNITY TO COORDINATE CARE:
Contractor has developed strong collaborative connections that include Business Associates Agreements and Memos
of Understanding with a number of the agencies, offices and medical providers listed below. Additionally,
Contractor has developed relationships with outreach providers, key points of entry and ethnic minority service
providers to facilitate clients’ linkage to care and services. The following is a list of Contractor’s primary referral
network. In parenthesis is the year in which the relationship began:
Medical Financial Housing
AHCCCS (1992) Arizona Public Service (1992) CASS (1992)
ALTCS (1992) City of Phoenix Human Services (1992) Southwest Behavioral Health (1994)
Hospice of the Valley (1992) AZ DES (1992) HUD
Maricopa Medical Center (1992) Maricopa County Community Action Mercy Housing (1995)
VA Medical Center (1992) Programs (1992) Phoenix Shanti Group (1995)
Ken Fisher, M.D. (1992) Social Security Administration (1992) City of Phoenix Housing (1997)
McDowell Healthcare Center Southwest Behavioral Health (1994) Native American Connections
(1993) (1998)
Dean Martin, M.D. (1993) Nutrition/ Food City of Phoenix Human Services
MD Home Care (1993) St. Mary’s Food Bank (1992) (1999)
MCPH STD/HIV Department Southwest Center for HIV/AIDS/Body CASS Day Resource Center (2005)
(Counseling and Testing) (1993) Positive (1992) Minority Specific Services
Attentive Home Health (1994) McDowell Healthcare Center (1993) Chicanos Por La Causa (1992)
Phoenix Children’s Hospital (1994) Joshua Tree (1993) Phoenix Indian Medical Center
Griffin Cippola, D.O. (1995) Agape (1998 – to their completion) (1992)
Foundation for Senior Living (1999)
Spectrum Medical Group (1999) Concilio Latino de Salud (1994)
Pueblo Family Physicians (1999) Behavioral Health Ebony House (1998)
Southwest Center for HIV/AIDS Chicanos Por La Causa (1992) Native American Connections
EIS (2012) Mercy Maricopa (Magellan, Value (1998) Native American Health (1998)

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Options, ComCare) (1992) Urban League (1998)
Jewish Family & Children’s Services OIC (2000)
(1992)
Phoenix Shanti Group (1992)
TERROS (1992)
McDowell Healthcare Center (1993)
Contractor shall apply its 24 years of expertise and knowledge of the HIV system of care and 5 years of expertise
developing and running the Central Eligibility Office to continue to provide access to and retention in care for
people living with HIV requesting Ryan White Part A services in Maricopa and Pinal Counties.
HIVCD CENTRAL ELIGIBILITY OFFICE PROGRAM DESIGN - Keeping People In Care:
Scope of Work:
2.20 ELIGIBILITY DETERMINATION OPERATIONS:
Central Eligibility intake and renewal application processing shall be provided at the Contractor’s Office:
AAA/HIV Care Directions
1366 E. Thomas Suite 203, Phoenix, AZ 85014
Application processing shall be available by appointment at the residence of home bound clients when necessary or
any other location requested by the client as needed.
Services shall be provided on a weekly schedule of 08:00 AM to 05:00 PM Monday through Friday, except
Maricopa County and Area Agency on Aging approved holidays. The CE Office shall be open for walk-in visits for
application processing on a weekly schedule of 08:00 AM to 04:00 PM Monday through Thursday, except on
Maricopa County and Contractor approved holidays.
AREA AGENCY ON AGING, REGION ONE 2017
HOLIDAY SCHEDULE
New Year’s Day (Observed) Monday January 2nd
Martin Luther King Day Monday January 16th
President’s Day Monday February 20th
Memorial Day Monday May 29th
Independence Day Tuesday July 4th
Labor Day Monday September 4th
Columbus Day Monday October 9th
Veteran’s Day (Observed) Friday November 10th
Thanksgiving Day Thursday November 23rd
Day After Thanksgiving Friday November 24th
Christmas Day Monday December 25th
2.20.1 Initial Applications:
Initial applications (intakes) shall be processed with a face to face meeting, at least once, with the
client to acquire original client signatures on several application documents. In addition, an Acuity
and Risk Assessment form shall be completed to assess the need for service referrals.
2.20.1.1 Application Processing:
Written, verbal and electronic information needed for intake and renewal shall be
received from and exchanged with clients (not limited to client only – also can be
obtained from providers on the clients’ behalf) using face to face, telephonic, electronic
data systems and U.S. Mail.

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Within seven (7) business days of receipt of all Ryan White Part A applications, the
application shall be reviewed and processed to complete (eligible or not eligible) or
incomplete (pending) and entered into CAREWare. During the application process, the
AHCCCS verification system shall be queried to determine if the client is currently
enrolled in AHCCCS and then as needed Health-e-Arizona shall be utilized to obtain an
AHCCCS determination for the client. The Ryan White application shall be screened for
accuracy and completeness; potential third party payer eligibility; and referral.
Clients who submit incomplete renewal applications via mail, fax or electronic methods,
shall be called or emailed in order to inform them of the missing documents. If a
response is not received to a phone call or email within 7 days, then the a letter notifying
them of the missing documents shall be mailed to the client informing them that the
documents shall be submitted within 30 days (for new applicants) or by the end of the
renewal month (for ongoing clients). If the documents are not received within the
required timeframe, the client shall become “not eligible” for RWPA services.
2.20.1.2 Referrals to and from the Maricopa County Ryan White Part A Program:
All new intakes shall be offered a referral for Medical Case Management services. This
referral shall be offered to any client who, during the renewal process, indicates being out
of medical care for more than six months. Acceptance or declination of the referral shall
be documented on the Client Choice Referral Form. Requested referrals shall be made
within 3 working days to the provider the client has chosen.
2.20.2 Renewal Applications:
The Contractor shall review and update the eligibility of enrolled Ryan White Part A Program
clients every six (6) months synchronized with the client’s birthday and “half-birthday” month.
The Contractor shall use CAREWare to identify enrolled individuals due for renewal. A Renewal
Reminder letter, Ryan White application and postage paid return envelope shall be sent to
individuals 15 days prior to the beginning of their renewal month. The Contractor shall follow
the same time frames described above for initial applications for the processing of renewals, e.g.,
all complete renewals shall be processed within seven (7) business days of receipt of the renewal
application documentation.
2.20.3 Changes in Status:
Upon being notified by a client or a Ryan White provider of a change in a client’s demographics
or eligibility status, the Contractor shall ensure that a Change Form is completed, shall review the
form for accuracy and ascertains as to whether supporting documentation is required. If no
documentation is needed, the changes and form shall be entered into CW.
If documentation is needed, the client shall be contacted via phone or email and shall be advised of
the need to provide documentation within seven (7) business days. If a response is not received to
a phone call or email within 7 days, then a letter shall be mailed to the client informing them a
potential change in eligibility had been reported and that the client shall contact the Contractor
within 30 days.
2.21 CUSTOMER SERVICE:
The Contractor shall provide customer service to answer questions regarding:
• The Maricopa County Ryan White Part A Program
• The AHCCCS Program
• The Affordable Care Act/Marketplace
• Status/disposition of individual applications and renewals
The Contractor shall make every effort to ensure that all information prepared for distribution to consumers
is written at no greater Readability Statistic than 8th grade level. Regardless of the format chosen, the

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consumer information shall be printed in a type, style and size, which can easily be read by clients with
varying degrees of visual impairment. The Contractor shall make alternative formats available to
consumers as appropriate.
Service shall be provided in a sufficiently comprehensive manner to courteously, appropriately and
adequately answer questions. Clients and staff from other Ryan White Part A providers shall be treated
with respect and dignity without judgment. Staff in the Contractor’s office shall be knowledgeable about
the application process, eligibility criteria, complaint process and other program information.
Customer service shall include a combination of written and verbal functions, including electronically
through a secure e-mail. All services and forms used by clients in the Contractor’s Office shall be provided
in English and Spanish. Additionally, Contractor shall make oral translation services available, free of
charge, upon request. The program shall have the ability to communicate with individuals who are deaf or
hard of hearing and the office shall have access to a language line (with access to more than 200 languages)
for when there is not an operator available who speaks the client’s language. Assistance shall be provided
to individuals who need help completing applications and forms as needed.
2.21.1 Customer Service Line:
Contractor shall maintain a line dedicated to The Maricopa County Ryan White Part A Program
Central Eligibility Office. Additionally, there shall be a dedicated toll-free line as well.
• The line shall be staffed Monday through Friday 8:00 a.m. to 5:00 p.m., Mountain Standard
Time (MST), except Maricopa County and Area Agency on Aging approved holidays
• The line shall have 24-hour bi-lingual (English and Spanish) voice messaging capability for
those times during which the line is not staffed. Any calls left on the 24-hour voice
messaging service shall be returned by the end of the following business day.
• The line shall have the ability to make actual person to person real time transfers to The
Maricopa County Ryan White Part A Program Contracted Service Providers for inquiries.
2.21.2 Inquiries and Correspondence:
Contractor shall respond to oral, written or electronic inquiries from individuals or organizations
regarding the eligibility process for The Maricopa County Ryan White Part A Program, the
AHCCCS program and Affordable Care Act Marketplace. For electronic correspondence,
Contractor shall utilize a secure e-mail system in order to maintain confidentiality.
Correspondence that is not directly related to The Maricopa County Ryan White Part A Program
eligibility shall be referred to The Maricopa County Ryan White Part A Program along with any
requests for information about program operations or data requests received from organizations
other than The Maricopa County Ryan White Part A Program.
Contractor shall use The Maricopa County Ryan White Part A Program and HIV/AIDS logos,
photo ready copy provided by the Maricopa County Ryan White Part A Program, on all
correspondence as well as the Contractors logo.
Every effort shall be made to keep correspondence client-oriented and written at no greater
Readability Statistic than 8th grade level, in the appropriate language (English or Spanish or
indication of availability of oral translation services) and in plain language, understandable to the
recipient.
2.21.3 Information Distribution and Mailings:
Contractor shall distribute applications, forms and other program materials developed by The
Maricopa County Ryan White Part A Program to any organization or individual making a request
for such materials.
The Contractor’s mailing address shall be on envelopes that are mailed out with Maricopa County
Ryan White Part A Program material. If mail is returned to the Contractor’s Office, attempts shall
be made to resolve and correct the mailing address within seven (7) business days of receiving the

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returned mail. Contractor shall accomplish this by researching the address and by attempting to
contact the client. If a correct address is obtained, it shall be entered into CAREWare and the
information re-mailed to the client.
2.22 COMPLAINTS:
Contractor shall have a grievance procedure in place to investigate, resolve and track complaints received
regarding the eligibility process or any other actions taken or activities performed by the Contractors
Office. Efforts shall be made to expeditiously resolve or rectify the situation to the complainant’s
satisfaction, if appropriate. Any complaints received which are not related to eligibility process or the
Contractor’s operations shall be referred to The Maricopa County Ryan White Part A Program.
STAFFING PATTERN AND QUALIFICATIONS:
The staffing pattern for the Contractor is as follows (FTE %s apply to direct service personnel in the budget):
Director 0.17
Intake Specialist 1.00
Intake Specialist (Spanish) 1.00
Renewal Specialist 1.00
Renewal Specialist (Spanish) 2.00
Retention Specialist 1.00
Unit Clerk (Spanish) 1.00
Total FTE 7.17
The Director has a Master’s of Social Work (MSW) and has worked in the field of HIV services for 23 years since
1993. She has been actively involved in developing and implementing eligibility systems for the Ryan White Part A
community since 2004. She has extensive knowledge of CAREWare, AHCCCS, Medicare and the Affordable Care
Act. The Director shall provide daily support to the Central Eligibility Office regarding eligibility determinations
and procedures.
One of the Intake Specialists has worked at the Contractor’s Office for eleven years. She was the original Intake
Specialist in the Contractors Office at its inception in 2011. Prior to that she worked as a support case manager and
provided intakes for case management services.
The second Intake Specialist (who is bi-lingual) began this role in 2014. His original involvement with the
Contractor was in 2013 as a temporary employee to help with Affordable Care Act/Marketplace enrollments. Prior
to this he volunteered for the Area Agency on Aging’s Benefits Assistance Program and therefore has extensive
knowledge of Medicare and AHCCCS.
Two of the three Renewal Specialists have been with the Contractor since it began and therefore have years of
experience providing eligibility services. The third renewal specialist has been with the program for two years.
They are very knowledgeable about CAREWare, other payer screening and eligibility renewal policies and
procedures. They have assisted several thousands of clients with eligibility renewals.
The Retention Specialist is a new staff person with the Contractor, but he brings with him 13 years of HIV case
management experience and prior to that 6 years of work in HIV outreach and education.
The Unit Clerk is also a new staff person with the Contractor but has 13 years of experience in customer service.
She is English-Spanish bi-lingual which shall be a requirement for this position so that the many mono-lingual
clients who contact the office can be communicated with in their primary language.
All Contractor staff shall attend a minimum of 8 in-services per year to continue their education and improve their
knowledge of HIV disease, social services, cultural competency, and effective communication. Training shall be
provided on professional standards of practice such as professional boundaries, record keeping and retention,
privacy and confidentiality, and HIPAA. Updates shall be provided to staff at weekly staff meetings regarding
RWPA services, ADAP, and other community resources that shall benefit the clients served in the program.

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QUALITY MANAGEMENT
Outcomes are a critical component to the provision of RWPA services, including Central Eligibility, and speak
directly to the goals of the National HIV/AIDS Strategy, which include reducing the number of people who become
infected with HIV, increasing access to care and improving health outcomes for PLWHA, and reducing HIV-related
health disparities.
The Contractor has contributed towards these outcomes in the following ways:
• Minimize the length of time from diagnosis to first HIV medical appointment through Intake Specialists
assisting with scheduling the first medical visit thereby increasing access to care
• Increase the proportion of clients who are in continuous care through timely and accurate processing of
applications thereby improving health outcomes
SUMMARY
With this proposal, Contractor intends to continue to provide Ryan White Part A Central Eligibility Services for
HIV positive individuals residing in Maricopa and Pinal Counties, with the goals of easier and better access to
eligibility services; a reduction in the “churning” of clients on and off the program; and efficient, accurate and
timely processing of applications. The Contractor shall continue to engage those new to care, facilitate continued
access to care and re-engage those out of care thereby working towards improving health outcomes for those living
with HIV and reducing the community viral load.
The strengths and benefits of the continuation of Central Eligibility services by Contractor are as follows:
• Twenty-four years of experience of screening, assessing and referring for services in the EMA;
• A program with a high level of knowledge about HIV, medical benefits and community services and the
HIV system of care;
• Staff with extensive experience providing intake and eligibility renewal services;
• An office that is currently in operation and able to continue services March 1, 2017;
• Leadership in systems improvement;
• Five years of demonstrated proficiency in providing Central Eligibility Services.

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