PE 220256-CI, SOLARI CONTRACT FOR COVID-19 CONTACT AND RELATED SERVICES .PDF

CONTRACT #: 220256-CI 
Page 1 of 23 
 
COVID-19 CASE CONTACT & COMMUNITY 
OUTREACH SERVICES 
220256-CI 
 
This contract is entered into this 1st day of May 2022 by and between Maricopa County (“County”), a 
political subdivision of the State of Arizona, and SOLARI, Inc. an Arizona domestic non-profit corporation 
(“Contractor”) for the purchase of COVID-19 Case Contact and Related Services. 
1.0
INTENT
The intent of this Contract is to secure the services of Solari, Inc. to provide Automated Case 
Contact and Community Outreach Services for COVID-19 related needs, including all staff and all 
other operational requirements to successfully deliver the contract requirements for the Maricopa 
County Department of Public Health (MCDPH). 
 
2.0 
CONTRACT TERM 
2.1 
This contract is for a term of Fourteen (14) months, beginning on May 1, 2022, and 
ending June 30, 2023, unless extended as provided herein. 
 
3.0  OPTION TO RENEW 
 
The County may, at its option and with the concurrence of the Contractor, renew the term of this 
contract up to a maximum of One (1) additional year(s), (or at the County’s sole discretion, extend 
the contract on a month-to-month basis for a maximum of six months after expiration). The 
Contractor shall be notified in writing by the Office of Procurement Services of the County’s 
intention to renew the contract term at least 30 calendar days prior to the expiration of the original 
contract term. 
4.0  CONTRACT COMPLETION 
 
In preparation for contract completion, the Contractor shall make all reasonable efforts for an 
orderly transition of its duties and responsibilities to another provider and/or to the County. This 
may include, but is not limited to, preparation of a transition plan and cooperation with the County 
or other providers in the transition. The transition includes the transfer of all records and other data 
in the possession, custody, or control of the Contractor that are required to be provided to the 
County either by the terms of this agreement or as a matter of law. The provisions of this clause 
shall survive the expiration or termination of this agreement. 
 
5.0  PRICE ADJUSTMENTS 
Any requests for reasonable price adjustments must be submitted 60 calendar days prior to 
contract expiration. Requests for adjustment in cost of labor and/or materials must be supported 
by appropriate documentation. The reasonableness of the request will be determined by comparing 
the request with the Consumer Price Index or by performing a market survey. If County agrees to 
shall issue written approval of the change and provide an updated version of the contract. The 
new change shall not be in effect until the date stipulated on the updated version of the contract. 
6.0 
PAYMENTS 
 
6.1 
As consideration for performance of the duties described herein, County shall 
pay Contractor the sum(s) stated in Exhibit B Pricing Sheet.

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6.2
Payment shall be made upon the County’s receipt of a properly completed invoice.
 
6.3 
INVOICES 
 
6.3.1 
The Contractor shall submit one legible copy of their detailed invoice before 
payment(s) will be made. Incomplete invoices will not be processed. At a minimum, 
the invoice must provide the following information: 
• 
Company name, address, and contact information 
• 
County bill-to name and contact information
• 
Contract serial number 
• 
County purchase order number 
• 
Project name and/or number
• 
Invoice number and date
• 
Payment terms 
• 
Date of service or delivery
• 
Quantity 
• 
Contract item number(s) 
• 
Arrival and completion time 
• 
Description of purchase (product or services) 
• 
Pricing per unit of purchase 
• 
Extended price 
• 
Freight (if applicable) 
• 
Mileage with rate (if applicable) 
• 
Total amount due 
 
6.3.2 
Problems regarding billing or invoicing shall be directed to the department as listed 
on the purchase order. 
6.3.3 
Payment shall only 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 accessible from the County Department of Finance 
Vendor  Registration
Web  Site 
https://www.maricopa.gov/5169/Vendor-
Information.
6.3.4 
Discounts offered in the contract shall be calculated based on the date a properly 
completed invoice is received by the County. 
6.3.5
EFT payments to the routing and account numbers designated by the Contractor
shall 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. 
 
6.4 
APPLICABLE TAXES 
 
6.4.1 
It is the responsibility of the Contractor to determine any and all applicable taxes 
and include those taxes in their proposal. The legal liability to remit the tax is on 
the entity conducting business in Arizona. Tax is not a determining factor in 
contract award. 
 
6.4.2 
The County will look at the price or offer submitted and will not deduct, add, or alter 
pricing based on speculation or application of any taxes, nor will the County 
provide Contractor any advice or guidance regarding taxes. If you have questions 
regarding your tax liability, seek advice from a tax professional prior to submitting

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your bid. You may also find information at https://www.azdor.gov/Business.aspx.
Once your bid is submitted, the offer is valid for the time specified in this solicitation, 
regardless of mistake or omission of tax liability. If the County finds overpayment 
of a project due to tax consideration that was not due, the Contractor will be liable 
to the County for that amount, and by contracting with the County agrees to remit 
any overpayments back to the County for miscalculations on taxes included in a 
bid price. 
6.4.3 
Tax Indemnification: Contractor and all subcontractors shall pay all Federal, State, 
and local taxes applicable to their 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 
workers’ 
compensation. Contractor may be required to establish, to the satisfaction of 
County, that any and all fees and taxes due to the City or the State of Arizona for 
any license or transaction privilege taxes, use taxes, or similar excise taxes are 
currently paid (except for matters under legal protest). 
 
7.0 
AVAILABILITY OF FUNDS
 
7.1 
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. 
 
7.2 
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 30 business days in advance. 
8.0 
DUTIES 
 
8.1
The Contractor shall perform all duties stated in Exhibit C – Scope of Work, or as otherwise 
directed in writing by the procurement officer. 
9.0 
TERMS AND CONDITIONS  
 
9.1 
INDEMNIFICATION 
 
9.1.1 
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, 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.

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9.1.2
Contractor's duty to defend, indemnify, and hold harmless the County, its agents,
representatives,
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 therefrom, 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, anyone 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. 
 
9.1.3 
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 section. 
 
9.1.4 
The scope of this indemnification does not extend to the sole negligence of 
County. 
9.2 
INSURANCE 
 
9.2.1 
Contractor, at Contractor’s own expense, shall purchase and maintain, at a 
minimum, the herein stipulated insurance from a company or companies duly 
licensed by the State of Arizona and possessing an AM Best, Inc. category 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. 
9.2.2 
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. 
 
9.2.3 
In the event that the insurance required is written on a claims-made basis, 
Contractor warrants that any retroactive date under the policy shall precede the 
effective date of this contract and either continuous coverage will be maintained, 
or an extended discovery period will be exercised for a period of two years 
beginning at the time work under this contract is completed. 
9.2.4
Contractor’s insurance shall be primary insurance as respects County, and any 
insurance or self-insurance maintained by County shall not contribute to it. 
 
9.2.5 
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. 
 
9.2.6 
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 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.

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9.2.7
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. 
9.2.8 
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. 
 
9.2.9
If available, the insurance policies required by this contract may be combined with
Commercial Umbrella Insurance policies to meet the minimum limit requirements. 
If a Commercial Umbrella insurance policy is utilized to meet insurance 
requirements, the
Certificate
of
Insurance
shall
indicate
which
lines
the
Commercial Umbrella Insurance covers. 
 
9.2.9.1 Commercial General Liability
Commercial
General
Liability (CGL) 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. 
9.2.9.2 Workers’ Compensation 
9.2.9.2.1 
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. 
 
9.2.9.2.2
Contractor, its subcontractors, and sub-subcontractors waive
all rights against this 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 subcontractors, and
its sub- subcontractors pursuant to this contract. 
 
9.2.9.3 Cyber, Network Security, and Privacy Liability 
 
Cyber, Network Security and Privacy Liability Insurance with a limit of not 
less than $5,000,000 per claim. The policy shall include, but not be limited 
to; coverage for all directors, officers, and employees of the Contractor, 
losses with respect to network risks (such as data breaches, unauthorized 
access or use, and ID theft of data), invasion of privacy (regardless of the 
type of media involved in the loss of private information), crisis 
management, identity theft response costs, breach notification costs, and 
credit monitoring, defense, and claims expenses, regulatory defense costs

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plus fines and penalties, cyber extortion, electronic data restoration
expenses (data asset protection), network business interruption, computer 
fraud coverage, funds transfer loss, , theft, no requirement for arrest and 
conviction, and loss outside the premises of the named insured. 
 
9.2.9.4 Certificates of Insurance: 
 
9.2.9.4.1
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. 
 
9.2.9.4.2
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. 
 
9.2.9.4.3 
If a policy does expire during the life of the Contract, a renewal 
certificate must be sent to County 10 calendar days prior to 
the expiration date. 
 
9.2.10 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 30 days 
prior written notice to Maricopa County. Contractor must provide to Maricopa 
County, within two 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 
160 S. 4th Avenue, Phoenix, AZ 85003, or emailed to the procurement officer noted 
in the solicitation. 
9.3
FORCE MAJEURE
 
9.3.1 
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, and interruption or failure of electricity or 
telecommunication service. 
 
9.3.2 
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

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use best efforts to remedy the situation and remove, as soon as practicable, the
cause of its inability to perform or comply. 
 
9.3.3
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. 
 
9.4 
NO MINIMUM OR MAXIMUM PURCHASE OBLIGATION 
This contract does not guarantee any minimum or maximum purchases will be made.
Orders will only be placed under this contract when the County identifies a need and proper 
authorization and documentation have been approved. 
 
9.5 
PURCHASE ORDERS 
9.5.1 
County reserves the right to cancel purchase orders within 10 days 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, 
or for shipment of product prior to issuance of purchase order. 
 
9.5.2 
Contractor agrees to accept verbal notification of cancellation of purchase orders 
from the County procurement officer with written notification to follow. Contractor 
specifically acknowledges to be bound by this cancellation policy. 
9.6 
BACKGROUND CHECK 
Respondents may be required to pass multiple background checks (e.g. Sheriff’s Office, 
County Attorney's Office, Courts, as well as Maricopa County general government) to 
determine if the respondent is acceptable to do business with the County. This applies to, 
but is not limited to, the company, subcontractors, and employees, and the failure to pass 
these checks shall deem the respondent non-responsible. 
 
9.7 
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 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. 
 
9.8 
STOP WORK ORDER 
9.8.1 
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 90 calendar 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

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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 90 calendar days after a 
stop work order is delivered to the Contractor, or within any extension of that period 
to which the parties shall have agreed, the procurement officer shall either: 
 
9.8.2
cancel the stop work order; or
9.8.2.1 terminate the work covered by the order as provided in the Termination 
for Default or the Termination for Convenience clause of this contract. 
 
9.8.2.2 The procurement officer may make an equitable adjustment in the 
delivery schedule and/or contract price, 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 
9.9 
TERMINATION FOR CONVENIENCE 
 
Maricopa County may terminate the resultant contract for convenience by providing 30 
calendar days advance written notice to the Contractor. 
9.10 
TERMINATION FOR DEFAULT 
 
9.10.1 The County may, by written Notice of Default to the Contractor, terminate this 
contract in whole or in part if the Contractor fails to: 
9.10.1.1 
deliver the supplies or to perform the services within the time 
specified in this contract or any extension; 
 
9.10.1.2 
make progress, so as to endanger performance of this contract; or 
 
9.10.1.3 
perform any of the other provisions of this contract. 
9.10.2 The County’s right to terminate this contract under these subparagraphs may be 
exercised if the Contractor does not cure such failure within 10 business days (or 
more if authorized in writing by the County) after receipt of a Notice to Cure from 
the procurement officer specifying the failure. 
9.11 
PERFORMANCE 
 
It shall be the Contractor’s responsibility to meet the proposed performance requirements. 
Maricopa County reserves the right to obtain services on the open market in the event the 
Contractor fails to perform, and any price differential will be charged against the Contractor. 
 
9.12 
CONTRACTOR EMPLOYEE MANAGEMENT 
 
9.12.1 Contractor shall endeavor to maintain the personnel proposed in their proposal 
throughout the performance of this contract. 
9.12.2 If Contractor personnel’s employment status changes, Contractor shall provide 
County a list of proposed replacements with equivalent or greater experience. 
 
9.12.3 Under no circumstances shall the implementation schedule to be impacted by a 
personnel change on the part of the Contractor.

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9.12.4
Contractor shall not reassign any key personnel identified in their proposal without 
the express consent of the County. 
 
9.12.5
County reserves the right to immediately remove from its premises any Contractor 
personnel it determines to be a risk to County operations. 
9.13
WARRANTY OF SERVICES
 
9.13.1 The Contractor warrants that all services provided hereunder will conform to the 
requirements of the contract, including all descriptions, specifications, and 
attachments made a part of this contract. County’s acceptance of services or 
goods provided by the Contractor shall not relieve the Contractor from its 
obligations under this warranty. 
 
9.13.2 In addition to its other remedies, County may, at the Contractor's expense, require 
prompt correction of any services failing to meet the Contractor's warranty herein. 
Services corrected by the Contractor shall be subject to all the provisions of this 
contract in the manner and to the same extent as services originally furnished 
hereunder. 
9.14 
INSPECTION OF SERVICES 
 
9.14.1 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. 
 
9.14.2 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. 
 
9.14.3 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: 
 
9.14.3.1
require the Contractor to take necessary action to ensure that
future performance conforms to contract requirements; and 
9.14.3.2 
reduce the contract price to reflect the reduced value of the 
services performed. 
 
9.14.4 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: 
 
9.14.4.1 
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 
 
9.14.4.2 
terminate the contract for default.

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9.15 
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 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. 
 
9.16 
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. 
 
9.17 
SUBCONTRACTING 
 
9.17.1 The Contractor may not assign to another Contractor or subcontract to another 
party for performance of the terms and conditions hereof without the written 
consent of the County. All correspondence authorizing subcontracting must 
reference the bid serial number and identify the job or project. 
9.17.2 The subcontractor’s rate for the job shall not exceed that of the prime Contractor’s 
rate, as bid in the pricing section, unless the prime Contractor is willing to absorb 
any higher rates. The subcontractor’s invoice shall be invoiced directly to the prime 
Contractor, who in turn shall pass-through the costs to the County, without mark- 
up. A copy of the subcontractor’s invoice must accompany the prime Contractor’s 
invoice. 
 
9.18 
AMENDMENTS 
All amendments to this contract shall be in writing and approved/signed by both parties. 
The MCDPH Procurement Officer shall be responsible for approving all 
amendments for Maricopa County. 
 
9.19 
ADDITIONS/DELETIONS OF REQUIREMENTS 
The County reserves the right to add and/or delete materials and services to a contract 
effective no less than 30 business days from receipt of written notice. 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. 
 
9.20 
RIGHTS IN DATA 
 
9.20.1 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.

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9.20.2 Data, records, reports, and all other information generated for the County by a third 
party as the result of a contract are the property of the County and shall be provided 
in a format designated by the County or shall be and remain accessible to the 
County into perpetuity. 
 
9.21 
ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT 
AND/OR OTHER REVIEW 
9.21.1
In accordance with Section MC1-374 of the Maricopa County Procurement Code,
the Contractor agrees to retain (physical or digital copies of) all books, records, 
accounts, statements, reports, files, and other records and back-up documentation 
relevant to this contract for six years after final payment or until after the resolution 
of any audit questions, which could be more than six years, whichever is longest. 
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. 
 
9.21.2 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. 
9.22 
AUDIT DISALLOWANCES 
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 a deduction from current invoices submitted by the Contractor equal to the 
amount of the disallowance, or to require reimbursement forthwith of the disallowed amount 
by the Contractor by issuing a check payable to Maricopa County. 
 
9.23 
STRICT COMPLIANCE 
 
Acceptance by County of a performance that is not in strict compliance with the terms of 
the contract shall not be deemed to be a waiver of strict compliance with respect to all other 
terms of the contract. 
9.24 
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. 
9.25 
SEVERABILITY 
 
The removal, in whole or in part, of any provision of this contract shall not void or affect the 
validity of any other provision of this contract. 
9.26 
RELATIONSHIPS 
 
9.26.1 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-

CONTRACT #: 220256-CI 
Page 12 of 23 
 
employee, partnership, principal and agent, or joint venture between the County
and the Contractor. 
 
9.26.2
The County reserves the right of final approval on proposed staff. 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 business days, unless previously approved by the County. 
 
9.27 
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 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. (Arizona Executive Order 2009-09 
can   be   downloaded   from   the   Arizona   Memory   Project   at 
http://azmemory.azlibrary.gov/cdm/singleitem/collection/execorders/id/680/rec/1.)
9.28 
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-393.01 
 
If vendor engages in for-profit activity and has 10 or more employees, and if this agreement 
has a value of $100,000 or more, vendor certifies it is not currently engaged in, and agrees 
for the duration of this agreement to not engage in, a boycott of goods or services from 
Israel. This certification does not apply to a boycott prohibited by 50 U.S.C. § 4842 or a 
regulation issued pursuant to 50 U.S.C. § 4842. 
 
9.29 
CERTIFICATION REGARDING DEBARMENT AND SUSPENSION 
9.29.1 The undersigned (authorized official signing on behalf of the Contractor) 
certifies to the best of his or her knowledge and belief that the Contractor, 
its current officers, and directors: 
 
9.29.1.1 are not presently debarred, suspended, proposed for debarment, 
declared ineligible, or voluntarily excluded from being awarded any 
contract or grant by any United States department or agency or any 
state, or local jurisdiction; 
 
9.29.1.2
have not within a three-year period preceding this contract:
 
9.29.1.2.1 been
convicted of
fraud or any criminal
offense
in connection with obtaining, attempting to obtain, or as 
the result of performing a government entity (Federal, 
State or local) transaction or contract; or 
 
9.29.1.2.2  been convicted of violation of any Federal or State 
antitrust statutes or conviction for embezzlement, theft, 
forgery, bribery, falsification or destruction of records, 
making false statements, or receiving stolen property
regarding a government entity transaction or contract; 
 
9.29.1.3 are not presently indicted or criminally charged by a government entity 
(Federal, State or local) with commission of any criminal offenses in 
connection with obtaining, attempting to obtain, or as the result of

CONTRACT #: 220256-CI 
Page 13 of 23 
 
performing a government entity public (Federal, State or local)
transaction or contract; 
 
9.29.1.4
are not presently facing any civil charges from any governmental entity 
regarding obtaining, attempting to obtain, or from performing any 
governmental entity contract or other transaction; and 
 
9.29.1.5 have not within a three-year period preceding this contract had any 
public transaction (Federal, State or local) terminated for cause or 
default. 
9.29.2 If any of the above circumstances described in the paragraph are applicable to the 
entity submitting a bid for this requirement, include with your bid an explanation of 
the matter including any final resolution. 
 
9.29.3
The Contractor shall include, without modification, this clause in all lower tier
covered transactions (i.e. transactions with subcontractors or sub-subcontractors) 
and in all solicitations for lower tier covered transactions related to this contract. If 
this clause is applicable to a subcontractor or sub-subcontractor, the Contractor 
shall include the information required by this clause with their bid. 
 
9.30 
VERIFICATION REGARDING COMPLIANCE WITH A.R.S. § 41-4401 AND 
FEDERAL IMMIGRATION LAWS AND REGULATIONS 
9.30.1 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 www.uscis.gov.
9.30.2 The County retains the legal right to inspect documents of Contractor and 
subcontractor employees performing work under this contract to verify compliance 
with paragraph 9.30.1 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. 
 
9.31 
CONTRACTOR EMPLOYEE WHISTLEBLOWER RIGHTS AND REQUIREMENT TO 
INFORM EMPLOYEES OF WHISTLEBLOWER RIGHTS 
 
9.31.1 The parties agree that this contract and employees working on this contract will be 
subject to the Contractor employee whistleblower protections established by Title 
41 U.S.C. § 4712 and Section 3.908 of the Federal Acquisition Regulation.

CONTRACT #: 220256-CI 
Page 14 of 23 
 
9.31.2
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. 
 
9.31.3
Contractor shall insert the substance of this clause, including this paragraph, in all 
subcontracts over the simplified acquisition threshold ($250,000 as of fiscal year 
2018). 
 
9.32 
CONTRACTOR LICENSE REQUIREMENT 
 
9.32.1
The Contractor shall procure all permits, insurance, and licenses, and pay the
charges and fees necessary and incidental to the lawful conduct of his/her 
business, and as necessary complete any requirements, by any and all 
governmental or non-governmental entities as mandated to maintain compliance 
with and remain in good standing. The Contractor shall keep fully informed of 
existing and future trade or industry requirements, and 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 department of any and all changes 
concerning permits, insurance, or licenses. 
 
9.33 
FEDERAL CLAUSES 
UNIFORM ADMINISTRATIVE REQUIREMENTS 
 
By entering into this Contract, the Contractor agrees to comply with all applicable 
provisions of Title 2, Subtitle II, Part 200 – UNIFORM ADMINISTRATIVE 
REQUIREMENTS, COST, AND AUDIT REQUIREMENTS FOR FEDERAL AWARDS 
contained in Title 2 C.F.R. & 200 et seq. This includes, but Is not limited to: 
9.34 
DEBARMENT AND SUSPENSION 
 
(1) This contract is a covered transaction for purposes of 2 C.F.R. pt. 180 and 2 C.F.R. 
pt. 3000. As such, the contractor is required to verify that none of the contractor’s 
principals (defined at 2 C.F.R. § 180.995) or its affiliates (defined at 2 C.F.R. § 
180.905) are excluded (defined at 2 C.F.R. § 180.940) or disqualified (defined at 2 
C.F.R. § 180.935). 
 
(2) The contractor must comply with 2 C.F.R. pt. 180, subpart C and2 C.F.R. pt. 
3000, subpart C, and must include a requirement to comply with these regulations in 
any lower tier covered transaction it enters into. 
 
(3) This certification is a material representation of fact relied upon by Maricopa County. 
If it is later determined that the contractor did not comply with 2 C.F.R. pt. 180, 
subpart C and 2 C.F.R. pt. 3000, subpart C, in addition to remedies available to 
the County, the Federal Government may pursue available remedies, including 
but not limited to suspension and/or debarment. 
 
(4) The bidder or proposer agrees to comply with the requirements of2 C.F.R. pt. 
180, subpart C and 2 C.F.R. pt. 3000, subpart C while this offer is valid and 
throughout the period of any contract that may arise from this offer. The bidder or

CONTRACT #: 220256-CI 
Page 15 of 23 
 
proposer further agrees to include a provision requiring such compliance in its lower
tier covered transactions. 
9.35
ACCESS TO RECORDS
 
The following access to records requirements apply to this contract: 
(1) The Contractor agrees to provide Maricopa County (County), the FEMA Administrator, 
the Comptroller General of the United States, or any of their authorized 
representatives’ access to any books, documents, papers, and records of the 
Contractor which are directly pertinent to this contract for the purposes of making 
audits, examinations, excerpts, and transcriptions. 
(2) The Contractor agrees to permit any of the foregoing parties to reproduce by any means 
whatsoever or to copy excerpts and transcriptions as reasonably needed. 
 
(3) The Contractor agrees to provide the FEMA Administrator or his authorized 
representatives access to construction or other work sites pertaining to the work 
being completed under the contract. 
(4) In compliance with the Disaster Recovery Act of 2018, the County and the Contractor 
acknowledge and agree that no language in this contract is intended to prohibit audits 
or internal reviews by the FEMA Administrator or the Comptroller General of the 
United States. 
9.36 
DHS SEAL, LOGO, AND FLAGS 
 
The contractor shall not use the DHS seal(s), logos, crests, or reproductions of flags or 
likenesses of DHS agency officials without specific FEMA pre-approval. 
9.37 
COMPLIANCE WITH FEDERAL LAW, REGULATIONS, AND EXECUTIVE ORDERS 
 
This is an acknowledgement that FEMA financial assistance will be used to fund all or a 
portion of the contract. The contractor will comply with all applicable Federal law, 
regulations, executive orders, FEMA policies, procedures, and directives. 
 
9.38 
NO OBLIGATION BY FEDERAL GOVERNMENT 
 
The Federal Government is not a party to this contract and is not subject to any obligations 
or liabilities to the non-Federal entity, contractor, or any other party pertaining to any matter 
resulting from the contract. 
 
9.39 
PROGRAM FRAUD AND FALSE OR FRAUDULENT STATEMENTS OR RELATED ACTS 
 
The Contractor acknowledges that 31 U.S.C. Chap. 38 (Administrative Remedies for False 
Claims and Statements) applies to the Contractor’s actions pertaining to this contract. 
 
9.40 
PROCUREMENT OF RECOVERED MATERIALS 
 
(1) In the performance of this contract, the Contractor shall make maximum use of products 
containing recovered materials that are EPA-designated items unless the product 
cannot be acquired 
A. Competitively within a timeframe providing for compliance with the contract 
performance schedule; 
B. Meeting contract performance requirements; or

CONTRACT #: 220256-CI 
Page 16 of 23 
 
C.
At a reasonable price.
(2) Information about this requirement, along with the list of EPA- designated items, is 
available
at
EPA’s
Comprehensive
Procurement
Guidelines
website,
https://www.epa.gov/smm/comprehensive- procurement-guideline-cpg-program. 
 
(3) The Contractor also agrees to comply with all other applicable requirements of Section 
6002 of the Solid Waste Disposal Act.” 
 
9.41
BYRD ANTI-LOBBYING AMENDMENT, 31 U.S.C. § 1352 (as amended)
 
Contractors who apply or bid for an award of $100,000 or more shall file the required 
certification. Each tier certifies to the tier above that it will not and has not used Federal 
appropriated funds to pay any person or organization for influencing or attempting to 
influence an officer or employee of any agency, a Member of Congress, officer or employee 
of Congress, or an employee of a Member of Congress in connection with obtaining any 
Federal contract, grant, or any other award covered by 31 U.S.C. § 1352. Each tier shall 
also disclose any lobbying with non-Federal funds that takes place in connection with 
obtaining any Federal award. Such disclosures are forwarded from tier to tier up to the 
recipient who in turn will forward the certification(s) to the awarding agency.

CONTRACT #: 220256-CI 
Page 17 of 23 
 
 
MARICOPA COUNTY 
CERTIFICATION REGARDING LOBBYING 44 C.F.R. PART 18 
Certification for Contracts, Grants, Loans, and Cooperative Agreements 
 
The Contractor certifies, to the best of his or her knowledge and belief, that: 
 
1. No Federal appropriated funds have been paid or will be paid, by or on behalf of the 
undersigned, to any person for influencing or attempting to influence an officer or employee of an 
agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member 
of Congress in connection with the awarding of any Federal contract, the making of any Federal 
grant, the making of any Federal loan, the entering into of any cooperative agreement, and the 
extension, continuation, renewal, amendment, or modification of any Federal contract, grant, loan, 
or cooperative agreement. 
 
2.
If any funds other than Federal appropriated funds have been paid or will be paid to any person
for influencing or attempting to influence an officer or employee of any agency, a Member of 
Congress, an officer or employee of Congress, or an employee of a Member of Congress in 
connection with this Federal contract, grant, loan, or cooperative agreement, the undersigned shall 
complete and submit Standard Form-LLL, “Disclosure Form to Report Lobbying,” in accordance 
with its instructions. 
 
3. The undersigned shall require that the language of this certification be included in the award 
documents for all subawards at all tiers (including subcontracts, subgrants, and contracts under 
grants, loans, and cooperative agreements) and that all subrecipients shall certify and disclose 
accordingly. 
This certification is a material representation of fact upon which reliance was placed when this 
transaction was made or entered into. Submission of this certification is a prerequisite for making or entering 
into this transaction imposed by section 1352, title 31, U.S. Code. Any person who fails to file the required 
certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each 
such failure. 
 
10 
The Contractor certifies or affirms the truthfulness and accuracy of each statement of its 
certification and disclosure, if any. In addition, the Contractor understands and agrees that the 
provisions of 31 U.S.C. Chap. 38, Administrative Remedies for False Claims and Statements, apply 
to this certification and disclosure, if any. 
10.1
INFLUENCE
 
10.1.1 As prescribed in MC1-1203 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. 
 
10.1.2 An attempt to influence includes, but is not limited to: 
 
10.1.2.1 
A person offering or providing a gratuity, gift, tip, present, 
donation, money, entertainment or educational passes or tickets, or 
any type of valuable contribution or subsidy 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.

CONTRACT #: 220256-CI 
Page 18 of 23 
 
10.1.3
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. 
 
10.1.4 ABSOLUTELY NO CONTACT BETWEEN THE RESPONDENT AND ANY 
COUNTY PERSONNEL, OTHER THAN THE OFFICE OF PROCUREMENT 
SERVICES, IS ALLOWED DURING THE SOLICITATION PROCESS UNLESS 
THE COMMUNICATION IS IN REGARD TO PRE-EXISTING BUSINESS WITH 
THE COUNTY. ANY COMMUNICATIONS REGARDING THE SOLICITATION, 
ITS PARTICIPANTS, OR ANY DOCUMENTATION PRIOR TO THE CONTRACT 
AWARD MAY BE GROUNDS FOR DISMISSAL OF THE RESPONDENT FROM 
THE EVALUATION PROCESS. 
 
10.2 
CONFIDENTIAL INFORMATION 
 
10.2.1 Any information obtained in the course of performing this contract may include 
information that is proprietary or confidential to the County or to any person 
impacted by the Contract. This provision establishes the Contractor’s obligation 
regarding such information. 
 
10.2.2 The Contractor shall establish and maintain procedures and controls that are 
adequate to assure that no information contained in its records and/or obtained 
from the County or from others in carrying out its functions (services) under the 
contract shall be used by or disclosed by it, its agents, officers, or employees, 
except as required to efficiently perform duties under the contract. The Contractor’s 
procedures and controls, at a minimum, must be the same procedures and controls 
it uses to protect its own proprietary or confidential information. If, at any time 
during the duration of the contract, the County determines that the procedures and 
controls in place are not adequate, the Contractor shall institute any new and/or 
additional measures requested by the County within 15 business days of the 
written request to do so. 
 
10.2.3 Any requests to the Contractor for County proprietary or confidential information 
shall be referred to the County for review and approval, prior to any dissemination. 
 
10.3
PUBLIC RECORDS
Under Arizona law, all offers submitted and opened are public records and must be 
retained by the County at the Maricopa County Office of Procurement Services. Offers shall 
be open to public inspection and copying after contract award and execution, except for 
such offers or sections thereof determined to contain proprietary or confidential information 
by the Office of Procurement Services. If an offeror believes that information in its offer or 
any resulting contract should not be released in response to a public record request, under 
Arizona law, the offeror shall indicate the specific information deemed confidential or 
proprietary and submit a statement with its offer detailing the reasons that the information 
should not be disclosed. Such reasons shall include the specific harm or prejudice which 
may arise from disclosure. The records manager of the Office of Procurement Services 
shall determine whether the identified information is confidential pursuant to the Maricopa 
County Procurement Code.

CONTRACT #: 220256-CI 
Page 19 of 23 
 
10.4
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, expressed, or implied. 
 
10.5
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, Phoenix, 
Arizona. 
 
10.6
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. 
10.7 
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. 
 
10.8 
INCORPORATION OF DOCUMENTS 
The following are to be attached to and made part of this Contract: 
10.8.1 Exhibit A – Vendor Information 
10.8.2 Exhibit B – Pricing 
10.8.3 Exhibit C – Scope of Work 
 
10.9 
NOTICES 
All notices given pursuant to the terms of this contract shall be addressed to: For County: 
Cheryl Bucalo 
Maricopa County Public Health 
4041 N. Central Avenue, #1400 
Phoenix, Arizona 85012 
Phone: (602)-506-6886, Email: Cheryl.Bucalo@Maricopa.gov
For Contractor: 
Justin Chase, President/CEO Crisis Response Network 
1275 W. Washington Street, Suite 108 
Tempe, Arizona 85281 
Phone: (602) 427-4600, Email: Justin.Chase@CrisisNetwork.org

CONTRACT #: 220256-CI
Page 20 of 23
EXHIBIT A- 
VENDOR INFORMATION & PRICING SHEET 
CONTRACTOR’S NAME:
Crisis Response Network
COUNTY VENDOR NUMBER:
ADDRESS:
1275 W. Washington Street, Ste 108
Tempe, AZX 85281
P.O. ADDRESS:
TELEPHONE NUMBER:
602 427-4600
FACSIMILE NUMBER:
WEB SITE:
CONTACT (REPRESENTATIVE):
Justin N. Chase
REPRESENTATIVE'S E-MAIL ADDRESS:
Omayra.torres@crisisnetwork.org
Payment Terms:
NET 30
COMPENSATION/FEES: 
 
 
 
 
 
       TOTAL AMOUNT
COVID-19 Case Contact and Related Services 
  
 
 
$2,468,692.33
       (As defined herein) 
 
Payment Schedule:
$176,335.16 per month for 14 months   
 
 
 
                     
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Respondent's signature below indicates understanding and agreement to perform the services outlined in 
this contract for the total amount listed above.    
 
 
 
 
 
 
Signature (REQUIRED)  
 
 
 
 
Date

CONTRACT #: 220256-CI 
Page 21 of 23 
 
 
EXHIBIT B PRICING SHEET 
1. Estimated Budget 
 
Positive Case Autodialer 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 
Promotores 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

CONTRACT #: 220256-CI 
Page 22 of 23 
 
EXHIBIT C – SCOPE OF WORK 
Intent: 
This Contract is to provide automated case contact and community outreach services for COVID-19 related 
activities. The Contractor shall provide all equipment, infrastructure, and staff to successfully deliver the 
contract requirements for the Maricopa County Department of Public Health (MCDPH). 
 
The Contractor shall deliver the following services: 
 
1. Positive Case Automated Call Implementation 
 
Implement, oversee, and maintain a system on the interactive intelligence telephony platform for 
making outbound, automated calls to individuals identified by MCDPH as having tested positive. 
1.1 Establish and maintain an automated call system capable of supporting a call volume of 
12,000-15,000 calls. 
 
1.2 Receive encrypted email daily (M-F) from MCDPH with newly reported cases. 
 
1.3 Contact newly reported cases within 24 hours.  
 
1.4 Work collaboratively with MCDPH to update and modify automated campaign messaging to 
meet operational needs. 
 
1.5 Record approved messaging in English and Spanish. 
 
1.6 Track and report on call volume, successful and unsuccessful calls, and other agreed upon 
criteria. 
 
1.7 Provide monthly reports. 
 
2. Promotores Bilingual Helpline 
 
Establish and staff a hotline to serve Spanish speaking individuals residing in Maricopa County. 
Triage calls, answer questions, and provide assistance related to COVID-19 as well as 
community needs that have been exacerbated due to the pandemic. 
2.1 Provide COVID 19 information and schedule vaccine appointments for Spanish-speaking 
individuals. 
 
2.2 Provide bilingual staff to answer calls from 8 a.m. to 5 p.m., Monday through Friday for the 
term of this agreement. However, should circumstances create a large volume of calls, 
MCDPH and Solari will revisit the hours and duration of this Agreement. 
 
2.3 Anticipated staffing model: Approximately 30 staff total to provide coverage for the hours of 
operation above. 
 
2.4 Train Promotores with how to answer questions related to community needs. 
 
2.5 Provide a plan for how to triage calls if all operators are on other calls. 
 
2.6 Schedule Promotores to operate the helpline and ensure staff document calls. Provide data 
related to call volume, average speed of answer, and abandonment rate.

CONTRACT #: 220256-CI 
Page 23 of 23 
 
2.7 Develop and implement a survey for call takers to capture caller information including age 
categories, zipcode, and disposition (scheduled appointment, info only, etc). Provide monthly 
updates to MCDPH from caller survey results. 
 
2.8 Solari will meet with MCDPH on a periodic basis to discuss issues related to call volume, 
social media, website issues and staffing. Urgent matters will be brought to MCDPH within 1 
business day. 
 
2.9 Provide monthly reports. 
 
Payments shall be made to the Contractor upon: 
 
 
MCDPH’s receipt and acceptance of a monthly activity report including number of calls 
attempted, completed, received (promotores), and social services requested and referred 
(promotores) 
 
 
Completed Invoice containing the items outlined in item 6.3 INVOICES and in accordance with the 
Fee Schedule attached as Exhibit B.