SOLARI DELIVERABLE MATRIX ATTACHMENT B.PDF
Extracted text (via pymupdf)
8381 characters
211 Housing Crisis Hotline Scope of Work Attachment B Deliverable Matrix Project Overview: The purpose of this project is to continue the work efforts of 2-1-1 Arizona to support the Maricopa County Department of Human Services. The Housing Crisis Hotline will help assess housing needs and assist callers in getting connected to housing and homelessness services. This would be a specialized portion of 211 and will be included in the 211 IVR call tree. Callers to the Housing Crisis Hotline will be assisted with: - Diversion opportunities to explore resources outside of the homelessness system. - Prevention opportunities for those unstably housed to retain their housing through flexible funds or eviction prevention services. - Finding, understanding, and accessing resources in the homelessness service system. - Direct referrals and placement to shelter and coordinated entry services, when available. - Follow-up virtual case management to ensure vulnerable callers are connected with resources that match their unique and diverse needs. Solari will continue to work to develop partnerships to allow for direct referral and placement to services with Maricopa Continuum of Care coordinated entry programs. These partnerships will result in fewer calls and less confusion to individuals and families seeking homelessness and housing resources. Funder: Maricopa County External Points of Contact: Jayson Matthews, Jayson.Matthews@maricopa.gov Cathy Chiang, Cathy.Chiang@Maricopa.gov Contract Amount: $3,169,179 Grant Category: Executive Sponsor: Andrew Erwin Project Owners: Tyler Rosensteel Tara Bingdazzo Project Manager Jennifer Hicks Program: Community Support Network / 211 Contract Term 7/1/23-6/30/2024 Systems: Interactive Intelligence(ININ) (Telephony System) ServicePoint (SP or HMIS)(Electronic Client Record) SpekIt (Resource Information and Procedure Platform) 211 Housing Crisis Hotline Scope of Work Work Breakdown Department Responsibility Persons Responsible Budget Impact Executive Sponsor/Contracts ▪ Oversee adherence to program goals ▪ Finalize the contract renewal with Maricopa County Lead: Andrew Erwin Tara Bingdazzo, Tyler Rosensteel, Renisha Pool Administrative Budget Project Manager ▪ Creating project documents ▪ Schedule meetings ▪ Communication with stakeholders Jennifer Hicks Administrative Budget Operations / Project Owner ▪ Collaboration with Maricopa County ▪ Decision-maker to create operational policies, procedures, and training. ▪ Oversee staff for program ▪ Collect feedback from necessary stakeholders about the services of a Housing Crisis Hotline ▪ Update/maintain program workflow, Logic Model, Org chart, and reporting structure as needed ▪ Provide operational guidance to staff, communication to staff about upcoming changes. ▪ Coordination with stakeholders ▪ Update/maintain training plan o Collaborate with subject matter experts on developing curriculum for the housing crisis hotline as new topics arise o Collaborate with Training Department to deploy customized training curriculum Lead: Tara Bingdazzo Ed Etienne, Tonya Green, Ty Rosensteel, Rebecca Storrs Operations Budget - Salaries of: 15 FTE 211 Program Specialist 11 FTE 211 Program Specialist (Weekend) 5 FTE 211 Program Specialist Team Lead 4 FTE Supervisor, 211 Operations 1 FTE Manager, 211 Operations ~.25 FTE Sr. Director, CSN 211 Housing Crisis Hotline Scope of Work ▪ Collaborate with technical team on all systems updates to meet the needs of the program (SP, ININ, Spekit) ▪ Collaborate with technical team on telephony needs and changes as needed ▪ Assess scheduling and staffing needs o ServicePoint/SpekIT ▪ Complete any needed updates in ServicePoint ▪ Provide ServicePoint training for staff ▪ Maintain data entry workflow for Housing Crisis Hotline Staff ▪ Continue data sharing with respective HMIS entities ▪ ServicePoint licenses ▪ Maintain/update housing resource management process ▪ Streamline and simplify information sharing. Lead: Ty Rosensteel Tonya Green, Ed Etienne, Rebecca Storrs Operations Budget Salaries of: .25 FTE Supervisor, RDO .25 FTE Manager, RDO ~.15 FTE Sr. Director, CSN 1 FTE Development Support Specialist 2 FTE Resource Specialist ~.5 FTE Business Analyst 1 FTE Resource Liaison Reporting ▪ Discuss ServicePoint reporting needs ▪ Call Volume Data for Housing Crisis Hotline ▪ Monthly Reporting Lead: Nathan Hearns Ty Rosensteel, Tara Bingdazzo, Evan Hernandez Salaries of: ~.1 FTE Sr. Director, CSN ~.5 FTE Business Analyst Finance ▪ Monitor program budget ▪ Incorporate into monthly invoicing ▪ Monitor time tracking Lead: Tom Matenaer Omayra Torres, Ty Rosensteel, Tara Bingdazzo Administrative Budget IT/Facilities ▪ Manage equipment distribution and pick- up ▪ Assess current distribution and inventory Lead: Sean Yescalis/ Holli Byarm Administrative Budget & Equipment Costs Interactive Intelligence (Phone System) ▪ Verify staff have the correct workgroups and roles needed for this program. ▪ Complete any telephony changes requested by the program Lead: Jen Hicks Ed Etienne, Tonya Green, Ty Rosensteel, Tara Bingdazzo Administrative Budget 211 Housing Crisis Hotline Scope of Work Training Department ▪ NEO for new hires ▪ Recruiting ▪ Complete initial I&R training for staff ▪ Complete initial specialized housing trainings for staff Lead: Nix Schneider Ty Rosensteel, Tara Bingdazzo, Ed Etienne, Tonya Green Administrative Budget Deliverable Matrix: No. Deliverable Method of Distribution Details Due Date 1 211 – Housing Crisis Hotline Monthly Performance Report Monthly via Email Output and Demographics: • Total Calls Handled by Staff • Current Housing Status • Top Cities of Callers • Top Zip Codes of Callers • Race • Ethnicity • Income Levels • Employment Status • Age • Household Type • Type of Needs Identified • Number of Referrals by Agency Outcome Metrics: • # Diverted from Homelessness Services • # Referred for Prevention Services • # Referred for Homelessness Services • # Directly Placed into shelter and coordinated entry services • Caller Satisfaction • # Households enrolled in the Virtual Case Management Program • % of Case Management clients were provided connection to organization that could meet their needs. To be completed monthly by the first business day after the 14th of the month with the prior month’s data. (This will typically be the 15th each month) 211 Housing Crisis Hotline Scope of Work • % of Case Management clients experienced a positive state of change as a result of VCM Engagement. Budget Explanations: - Personnel: Previous budgets outline employee appreciation expenses. This has been removed and added to staff salaries. The FTE count for this contract is 42 employees. The breakdown of these employees is provided on the Itemized Budget Template Requested. All time allocated to this contract is spent exclusively on this contract. Financial recordkeeping is in compliance with auditing requirements. - Employee Related Expenses: Solari’s average fringe rate percentage is 23% across the organization. - Travel: No Travel Expenses are requested. - Space: Annual Rent is calculated on a per employee basis and based on the total rent and total number of employees at the organization. - Materials and Supplies: Technology needs are outlined in the Itemized Budget Template. The largest expenses are ININ and CIC licenses. ININ licenses gains employees access to our phone systems to answer calls. CIC licenses allow for supervisors to review calls and technical staff to report on metrics. - Operating Services: Recruiting fees are needed for onboarding employees due to turnover. - Administrative: Solari requests 10% of all direct service costs as Administrative Service costs. Assumptions: - Funding is confirmed by Maricopa County - Housing resources and curriculum are updated or maintained and provided to staff - All stakeholders allocate their resources to get their items completed on time. - There are no major changes to the scope of this project.