CRN SOLARI CI JUSTIFICATION ATTACHMENT 4-11-22.DOCX

Case Contact & Outreach Services
Competition Impracticable Justification
BACKGROUND & DESCRIPTION OF SERVICES REQUIRED:
Disease investigation is both a primary mandated service and cornerstone of public health. It is 
especially important in a global pandemic. At the onset of the COVID-19 pandemic, the Maricopa 
County Department of Public Health (MCDPH) needed to rapidly expand services to mitigate the 
spread of the disease. This included mass notification to positive cases and their close contacts, 
and connection to testing and vaccination services. CRN/Solari was already providing services as 
part of AZ211 and was the only vendor that could scale up an existing system to meet the need. 
This included not only the physical infrastructure to support a large call volume, but the staff, 
training protocols, and community connections that are needed to provide public health and 
social service support to target groups.
JUSTIFICATION FOR COMPETITION IMPRACTICABLE PROCUREMENT:
CRN/Solari was selected as the vendor to provide these services because of their proven track 
record in the community, established partnerships, and strong support infrastructure. CRN/Solari 
has participated in the response since May of 2020 and is integral to providing ongoing and 
critical disease mitigation services. They are an embedded part of MCDPH’s response system and 
ability to rapidly contact positive cases and provide connection to services in higher risk 
populations.
The initial Competition Impractical contract with CRN/Solari was issued under a County 
proclaimed state of emergency. On March 30, 2022, the county ended the emergency. As such, 
the current contract cannot be amended beyond the expiration date (June 30, 2022). The same 
reasons CRN/Solari was selected as the vendor to provide these services remain consistent and 
include:

The Federal Communications Commission reserved the “211” dialing code for community 
information and referral services in 2000. The purpose of 211 referral services is to 
provide a critical connection between community members in need and appropriate 
community-based organizations and governmental agencies. Each state has one provider 
of “211” services. In Arizona, CRN/Solari is that provider. 

CRN/Solari currently handles over 20,000 calls per month ranging from hotline services, 
“warm” line support services, referral services, and follow-up services.

MCDPH’s needs are broader than just a call center. We need staff with case management 
expertise who can quickly develop trust, share information, and identify gaps in care for 
high-risk persons who are COVID positive. CRN/Solari employs experts with case 
management skills in clinical services, veteran services, housing and shelter, disability 
services, mental health and substance use services, and other areas of specific expertise 
Their current call center staff have expertise and training in crisis management, as well. 

CRN/Solari already had a training protocol in place for operators to provide virtual case 
management and would only need additional training by MCDPH on specific protocols; 
therefore, it is able to scale up quickly.

Case Contact & Outreach Services
Competition Impracticable Justification

CRN/Solari existing directory of services for Maricopa County contains hundreds of 
community-based providers and agencies. This directory has already been adapted to 
include COVID-specific services and hours of operation.
The current response model uses a bifurcated approach: MCDPH organic staff leading all 
investigations for positive cases in high-risk settings and populations in Maricopa County, and 
CRN/Solari providing supporting functions. These include:
1. Automated contact to positive cases that are not in high-risk settings and populations.  
2. Establish call center services and virtual case management for hard-to-reach populations 
such as where to go get tested, how to find vaccine, and other available assistance 
support. 
3. Collect data on case contacts, service needs, referrals to identify service gaps and drive 
potential mitigation. 
MCDPH has an established system and workflow that efficiently and effectively manages COVID 
positive cases and connection to services. CRN/Solari is part of this established system. The 
protocols, information technology linkages, and systems are in place and have been working 
seamlessly since May of 2020. Changing those processes, while still in an operational response 
increases cost and burden on existing staff and more importantly places the community at higher 
risk.
CRN/Solari has the required staff and infrastructure in place and fully operational. It has the 
capacity to make 12-15,000 calls daily and did so during the height of the pandemic. It has 
developed the protocols and linkages to services for those at highest risk. CRN/Solari provides 
regular data from these services that is reviewed and allows MCDPH leadership to identify service 
gaps and make recommended changes in strategy. In short, the system as needed, exists and is 
operating.
MCDPH requests a continuance of these services to ensure there are no system interruptions or 
delays that will impact the public health and life safety of citizens during the ongoing response.

Case Contact & Outreach Services
Competition Impracticable Justification
PRICING:

The estimated annual cost of this contract is shown below. Expenses are appropriate for 
and approved for ELC2 Grant funding by the grantor.  ELC2 funding is currently set to end 
on May 1, 2023. It is recommended that the contract allow for a full year of service but 
include a termination clause should the County not need or not be able to fund this 
service following expiration of ELC2 funding.
1. Estimated Budget
Positive Case Notification Project
 
Salaries and Wages (2 FTEs)
 $      137,357.50 
Direct Expenses and Administration
 $        45,217.67 
Technology and Equipment
 $      113,851.50 
Subtotal
 $      296,426.67 
Outreach Project
Salaries and Wages (30 FTEs)
 $  1,780,489.67 
Program Expenses
 $      108,437.00 
Administration
 $      283,339.00 
Subtotal
 $  2,172,265.67 
Total
$  2,468,692.33 
2. Compensation
Item
Contract Term
Grand Total 
(NTE)
Monthly 
Compensation 
Fixed Rate
Initial 
Contract
5/1/2022 – 
6/30/2023
$2,468,692.33
$176,335.16