Provide Spoken and Sign Language Interpreter Services; by XIfOlIn

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									                                                            RFP #K559
                                                   Interpreter Services Program

                                                     Questions and Answers
                                                   REPOSTED Amendment # 2

Below are all the questions that were received by 03-19-2012.

NOTE: As a reminder, the only person authorized to communicate to potential bidders on the RFP is the RFP Coordinator, Kristy
Brodersen.

RFP Section,    Question                         Bidders Questions                              HCA Responses
  Exhibit or    Number
   Issue
None            13.         Will HCA provide automated electronic access (interface) to   No, HCA will not provide
                            ProviderOne's database in order to verify LEP patient's       interface access to
                            eligibility for Interpreter Services? Or will the bidder be   ProviderOne. The
                            expected to verify manually via fax, one by one, the          Contractor may choose to
                            approximately 20,000 requests per month?                      verify client eligibility by
                                                                                          bulk eligibility or one-by-
                                                                                          one by any of the following
                                                                                          methods:

                                                                                          1.        By using an
                                                                                          eligibility extract model
                                                                                          where a client eligibility file
                                                                                          is provided by HCA on a
                                                                                          weekly basis with a
                                                                                          daily/update change file.
                                                                                          The format of the file is
                                                                                          fixed width .zip. Delivery is
                                                                                          via sFTP using an
                                                                                          assigned user name and
                                                                                          password.

                                                                                          2.     By a standard
                                                                                          batch HIPAA 270/271

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 1
RFP Section,    Question                         Bidders Questions                                  HCA Responses
 Exhibit or     Number
   Issue
                                                                                              eligibility inquiry process.

                                                                                              3.        Or one by one
                                                                                              eligibility inquiry using the
                                                                                              ProviderOne portal.

                                                                                              HCA will consult with the
                                                                                              apparently successful
                                                                                              bidder(s) during the
                                                                                              negotiation phase and
                                                                                              provide further detailed
                                                                                              information regarding the
                                                                                              method and process
                                                                                              chosen to verify eligibility.

Page 24 of      16.        Page 24 of 42, #14 a (6) states the letter of intent must          Answer:
42, #14 a (6)              include how the bidder meets all requirements in section A,
                           Summary of Project, 4. Mandatory Requirements.                     Please see the addition of
                                                                                              Exhibit H, on the previous
                           How detailed should the bidders response be in this                amendment.
                           section? Do you want a complete explanation on how we
                           will meet all mandatory requirements or would you want
                           more of a summary in this section?

                           If we detail the explanation it is more like the actual proposal
                           rather than just letting you know we are intending to bid by
                           the due date of April 4, 2012.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 2
RFP Section,   Question                         Bidders Questions                                 HCA Responses
  Exhibit or   Number
   Issue
None           17.        I am writing to you to express my concerns regarding the           Answer:
                          implementation of the future contract. The RFP Proposal
                          states that the contractor will take over full responsibility of   HCA reserves the right to
                          services at contract award. Pursuant to the Procurement            make adjustments to the
                          Schedule, the future contract will be awarded on June 26           RFP schedule. The
                          and its starting date is June 27. This implies an overnight        extension of the current
                          implementation for a statewide interpreter scheduling,             contracts is under
                          invoicing, payment and auditing system. It is hard to believe      consideration. HCA will
                          this is very feasible.                                             not award points for
                                                                                             phased implementation
                          Under today’s brokerage system in-person interpreter               plans. The available
                          requests are scheduled several weeks in advance. In May            points are listed in the
                          requests are being placed for July and in June requests are        RFP.
                          being placed for August. Healthcare providers make their
                          requests through 6 different brokers allotted to groups of
                          counties. Even if the RFP were to be awarded to two
                          brokers, one in western WA and one in eastern WA, the
                          other four brokers will have to be phased out in stages. The
                          winning broker will be able to provide continuity of services
                          ONLY in the geographical area where it is already operating
                          but not in the others. Hence the need for phased
                          implementation. The other alternative is for the other
                          counties to receive no interpreter services until the new
                          contractor takes over that geographical area. Current
                          broker contracts expire on June 30, 2012. In order to avoid
                          gaps in the delivery of interpreter services, HCA should
                          extend some loser broker contracts giving time for the
                          wining broker to take over gradually.

                          Will HCA be willing to extend some broker contracts to avoid
                          gaps in service? Will HCA allow bidders to present phased
                          implementation plans and award points accordingly?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 3
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           18.        Will HCA be willing to ask the contractor to inform               Answer:
                          healthcare providers of their obligations pursuant to Title VI?
                                                                                            Contractors are required to
                          Will HCA award points accordingly?                                meet the information,
                                                                                            outreach, training, and
                                                                                            education requirements as
                                                                                            stated in the Exhibit B,
                                                                                            Sample Contract, 3.
                                                                                            Statement of Work, e.
                                                                                            Requestor Outreach,
                                                                                            Training & Education. The
                                                                                            contractor may provide this
                                                                                            information as part of their
                                                                                            outreach and education
                                                                                            requirements.

                                                                                            The available points are
                                                                                            listed in the RFP.

Page 10 of     19.        I have a quick question on what I think may be a typo – we        Answer:
the K559 RFP              just want to double-check. Page 10 of the K559 RFP
document                  document (section 18) states that “initially the lists must be    This is not a typo - this is
(section 18)              provided within thirty (30) days of June 10, 2010.” Is the        the actual RCW language.
                          date intended to be June 10th, 2012?                              The intention remains the
                                                                                            same however. The initial
                                                                                            list should be provided
                                                                                            within 30 days of the
                                                                                            contract start date, and
                                                                                            annually by January 30th
                                                                                            thereafter. Please see link
                                                                                            to RCW:
                                                                                            http://apps.leg.wa.gov/RC
                                                                                            W/default.aspx?cite=41.56.
                                                                                            510


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 4
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           20.        Please define lowest cost mode. If two Interpreters live in   Answer:
                          the same geographic area are they viewed as equally cost
                          effective or must the mileage involved also be taken in to    Lowest cost means the
                          account. Is there a mileage threshold that is acceptable?     least expensive. The
                          For example, if one Interpreter is 10 miles from the          contractor is responsible to
                          appointment and another Interpreter is 17 miles from the      develop a process to
                          appointment - are they considered equally cost effective?     determine what will be the
                                                                                        lowest cost modality per
                                                                                        appointment.

None           21.        Please describe the circumstances under which a Medical       Answer:
                          Provider would be allowed to request a higher code mode of
                          interpretation.                                               Medical providers may
                                                                                        select modalities that are
                                                                                        not estimated to be the
                                                                                        lowest cost if the lowest
                                                                                        cost modality is either not
                                                                                        available; or in their clinical
                                                                                        judgment, in consultation
                                                                                        with the patient, it is
                                                                                        appropriate to select and
                                                                                        provide the more
                                                                                        expensive modality in
                                                                                        order to meet the needs of
                                                                                        the patient.

None           22.        Can the Contractor require the Interpreter to have the        Answer:
                          following tools as a minimum requirement in order to
                          contract for the IS Program:                                  This is your business
                                                                                        decision.
                                 A Telephone capable of telephonic interpreting
                                 A computer and internet access
                                 A web-camera



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 5
RFP Section,    Question                         Bidders Questions                                   HCA Responses
  Exhibit or    Number
   Issue
None            23.        Is an Electronic Signature allowable from both the                 Answer:
                           Requestor and the Interpreter on the Encounter form?
                                                                                              Yes.

None            24.        In the event an Interpreter does not work during a specific        Answer:
                           month will he or she still be required to pay dues or a fee to
                           the union?                                                         Revised
                                                                                              No. Dues and fees are a
                                                                                              percentage of what an
                                                                                              interpreter earns while
                                                                                              working at assignments
                                                                                              covered by the collective
                                                                                              bargaining agreement.

Page 24 of      25.        I have a question about the 75 page limit of proposal              Answer:
the K559 RFP               mentioned on page 24 of the K559 RFP document: does
document                   this page limit include the copy of the RFP & exhibits, and        The 75 page limit does not
                           Letter of Submittal?                                               include a copy of the RFP
                                                                                              or the Letter of Submittal.
                                                                                              Bidders do not need to
                                                                                              include a copy of the RFP
                                                                                              with their response.

In Section C.   26.        In Section C. Proposal Contents, 1.c Reference Section             Answer:
Proposal                   asks for at least five (5) references to be listed. It also asks
Contents, 1.c              for five (5) references in the Letter of Submittal, which is to    Please see amendment 1,
Reference                  be included in the Proposal Contents. Are they asking for          where a clarification was
Section                    different references to be listed, or do they actually want us     made in Section C.
                           to list the same references twice?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 6
 RFP Section,   Question                         Bidders Questions                                 HCA Responses
   Exhibit or   Number
     Issue
In section B,   27.        In section B, 15.d, it is required that “proposals must            Answer:
15.d                       address the sections of this RFP in the same order as
                           presented here, with the same headings.” In Section C,             Bidders must submit all the
                           Proposal Contents, it states “Bidder must answer all               exhibits as listed in Section
                           questions and must include all items Requested in the order        B, Procurement Process,
                           Requested for the Proposal to be considered responsive.”           15. (MR) Submission and
                           Can you please clarify if you would like the list of Exhibits as   Contents of Proposals d.
                           specified in Section B, 15.d, or if the response should be         Exhibits D and G were not
                           formatted as stated in Section C (which does not list Exhibits     addressed in Section C.
                           D or G).                                                           Proposal Contents, as they
                                                                                              were already addressed in
                                                                                              Section B.

None            28.        While the Requestor and Interpreter may use the                    Answer:
                           Appointment Record Form (paper) to keep track of the
                           details, can the Contractor require the “invoice” details of       This is your business
                                                                                              decision.
                           the Appointment Record Form be entered online by the
                           Interpreter for in-person appointments? Then, have the
                           Requestor confirm the “invoice” details online? By “invoice”,
                           we refer to the actual times of the appointment, any tolls,
                           parking fees, and mileage incurred by the interpreter.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 7
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           29.        On the Appointment Record Form, for the same                      Answer:
                          appointment, what if the Requestor and Interpreter enter
                          slightly different start times and end times but with the same    The contractor should
                                                                                            determine the process for
                          duration, which hours should actually be used for calculating
                                                                                            resolving this in order to
                          billable hours? The hours entered by the Requestor or             verify the accuracy of
                          Interpreter? For example, the Requestor enters 10:15am            billing.
                          and 11:15am (duration of 1 hour) while the Interpreter enters
                          10:00am and 11:00am (duration of 1 hour). Both have the
                          same duration but different recorded start/end times.

None           30.        On the Appointment Record Form, for the same                      Answer:
                          appointment, what if the Requestor and Interpreter enter
                          slightly different start times and end times but with different   See answer to question
                                                                                            29.
                          durations, which hours should actually be used for
                          calculating billable hours? The hours entered by the
                          Requestor or Interpreter? For example, the Requestor
                          enters 10:15am and 11:15am (duration of 1 hour) while the
                          Interpreter enters 10:00am and 11:15am (duration of 1.25
                          hours). Both have the different durations and slightly
                          different recorded start/end times.

None           31.        For Urgent Care Appointments using In-person modality, are        Answer:
                          the hourly rates higher? If so, what are they?
                                                                                            No, the same rates apply.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 8
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           32.        At the time that the request was created, the Requestor        Answer:
                          was authorized per HCA. The next day, the request is
                          “filled” with an assigned Interpreter. A few days later, the   The request is no longer
                                                                                         valid and should not be
                          same Requestor is no longer authorized. What happens to
                                                                                         authorized by the
                          the “filled” request?                                          contractor.

None           33.        At the time that the request was created, the Client was       Answer:
                          authorized per HCA. The next day, the request is “filled”
                          with an assigned Interpreter. A few days later, the same       See contract requirement
                                                                                         regarding client eligibility
                          Client is no longer authorized. What happens to the “filled”
                                                                                         verification Exhibit B,
                          request?                                                       Sample Contract, 3.
                                                                                         Statement of Work, i. HCA
                                                                                         Pre-Appointment Review
                                                                                         and Verification, (1).

None           34.        At the time that the request was “filled” with an assigned     Answer:
                          Interpreter that was Recognized / Authorized / Certified. A
                          few days later, the same Interpreter is no longer              It is the contractor’s
                                                                                         responsibility to monitor
                          Recognized / Authorized / Certified. What happens to the
                                                                                         those interpreter
                          “filled” request?                                              certifications and
                                                                                         authorizations that have
                                                                                         expiration dates and
                                                                                         schedule only interpreters
                                                                                         that are certified,
                                                                                         authorized, recognized on
                                                                                         the date of service.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 9
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           35.        At the time that the request was created, the medical            Answer:
                          services desired was authorized per HCA. The next day,
                          the request is “filled” by an assigned Interpreter. A few days   Please see contract
                                                                                           requirement pertaining to
                          later, the medical services are longer authorized. What
                                                                                           verification Exhibit B,
                          happens to the “filled” request?                                 Sample Contract, 3.
                                                                                           Statement of Work, i. HCA
                                                                                           Pre-Appointment Review
                                                                                           and Verification, (1).

None           36.        For the HCA Medicaid Participating Provider that is an           Answer:
                          Authorized Requestor per HCA, who is allowed to create a
                          request for interpreting services?                               Any designated employee
                                                                                           of the medical provider
                                 1.1.1. Any employee who works at the HCA
                                                                                           who is given access to the
                                        Medicaid Participating Provider.                   login account.
                                 1.1.2. Or, only the employee(s) directly authorized
                                        by HCA.
                                 1.1.3. Or, an employee who is authorized by HCA to
                                        deputize other employees with the authorization
                                        to create requests.
                                 1.1.4. Or, any person with a login account on the
                                        Contractor’s website can create a request for
                                        the HCA Medicaid Participating Provider.

None           37.        For the 2011-2013 biennium, what is the projected                Answer:
                          breakdown of modalities for Spoken Language Interpreters?
                          (e.g. 50% Telephonic, 40% VRI, 10% In-person).                   There is no data to provide
                                                                                           the breakdown at this time.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 10
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           38.        For the 2011-2013 biennium, what is the projected             Answer:
                          breakdown of modalities for Sign Language Interpreters?
                          (e.g. 55% VRI, 45% In-person).                                See response to answer
                                                                                        37.
None           39.        For the 2011-2013 biennium, what is the projected number      Answer:
                          of HCA Medicaid Participating Providers who are authorized
                          by HCA to be Authorized Requestors?                           Approximately 50,000.


None           40.        Can the Customer Service Center that processes phone,         Answer:
                          email and fax be located outside Washington State, while
                          the Customer Service Center that manages the website is       No, the Customer Services
                                                                                        Center must be located in
                          located inside Washington State?
                                                                                        the Service Area(s) for
                                                                                        which the bidder is
                                                                                        proposing.

None           41.        Can a Contractor bid for a Service Area (#1 or #2) in which   Answer:
                          the Contractor does not have a business location but the
                          subcontractor for the Contractor has a business location in   No.
                          the Service Area?

None           42.        Where is the list of Organizational Index Codes?              Answer:

                                                                                        The list will be provided to
                                                                                        the successful bidder(s).

None           43.        The minimum billable duration for an In-person appointment    Answer:
                          with a single assigned interpreter is 1 hour. What is the
                          maximum billable duration for an In-person appointment with   This is not applicable;
                                                                                        there is not a maximum
                          a single assigned interpreter?
                                                                                        billable duration for in-
                                                                                        person appointments.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 11
RFP Section,   Question                        Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           44.        It was not stated in the RFP, can a request ask for two (2)     Answer:
                          interpreters for an assignment that is 1.5 hours?
                                                                                          Only if the requested
                                                                                          appointment is for Sign
                                                                                          Language uninterrupted
                                                                                          interpreting (according to
                                                                                          industry standards).

None           45.        Under what circumstances would HCA not want to have two         Answer:
                          (2) interpreters for an assignment that is 1.5 hours?
                                                                                          In medical settings it is
                                                                                          very rare that Sign
                                                                                          Language Interpreters
                                                                                          must interpret non-stop for
                                                                                          an hour and a half.

None           46.        It was not stated in the RFP, can a request ask for two (2)     Answer:
                          interpreters for an assignment that is 2 hours or longer?
                                                                                          See response to question
                                                                                          44.

None           47.        Under what circumstances would HCA not want to have two         Answer:
                          (2) interpreters for an assignment that is 2 hours or longer?
                                                                                          See response to question
                                                                                          45.

None           48.        Upon receiving a complaint, a Contractor can suspend an         Answer:
                          Interpreter due to public health and safety concerns. Where
                          or what is the list of public health and safety concerns to     Revised
                                                                                          Exhibit B, Sample Contract
                          check for?
                                                                                          has been edited to refer to
                                                                                          the DSHS Secretary’s List
                                                                                          of Crimes and Negative
                                                                                          Actions.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 12
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           49.        The Contractor is expected to deduct the monthly amount of        Answer:
                          Union membership dues from the payments that are for the
                          Interpreter. What if the Interpreter did not do any work in the   Revised
                                                                                            Under this scenario
                          month of February, how should the Contractor deduct the
                                                                                            nothing needs to be
                          monthly amount of Union membership dues if there’s no             collected. Dues and fees
                          payment for the Interpreter for the month of February?            are a percentage of what
                                                                                            an interpreter earns while
                                                                                            working at assignments
                                                                                            covered by the collective
                                                                                            bargaining agreement.

None           50.        Can the Union collect dues/fees directly from the                 Answer:
                          Interpreters without using the Contractor? The Union can
                          require their members to set up Paypal subscriptions to pay       Revised
                                                                                            No, per Article 11 of the
                          dues/fees to the Union.
                                                                                            CBA, the coordinating
                                                                                            entity (i.e. the contractor)
                                                                                            must deduct and collect
                                                                                            monthly union dues/fees.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 13
RFP Section,   Question                         Bidders Questions                                  HCA Responses
  Exhibit or   Number
   Issue
None           51.        Is this correct? The Contactor is expected to collect               Answer:
                          dues/fees from in-person Spoken Language Interpreters
                          who are not members of the Union. If someone is not a               Revised
                                                                                              All language access
                          Union member, under what authority does the Contractor
                                                                                              providers who work at
                          have to garnish dues/fees from a non-Union member?                  assignments covered by
                                                                                              the collective bargaining
                                                                                              must choose to become a
                                                                                              dues-paying member or a
                                                                                              representative fee payer.
                                                                                              The Contractor is then
                                                                                              expected to collect either
                                                                                              dues or fees. The authority
                                                                                              for this is found in the
                                                                                              collective bargaining
                                                                                              agreement and the law
                                                                                              under which it is
                                                                                              negotiated.

None           52.        A “filled” request is scheduled for March 3rd at 3:00pm. The        Answer:
                          request is cancelled by the Client or Requestor at 9:30am
                          on March 3rd. The Cancellation occurs at less than 24 hours         Thank you for your
                                                                                              comment. The
                          before the start time. At 10:00am on March 3rd, the
                                                                                              requirement remains as
                          Contractor sends email to notify the Interpreter that the           stated.
                          appointment is cancelled (5 hours before the appointment
                          starts). The Interpreter is paid at the rate of two (2) Units for
                          the cancelled appointment if:
                                   1.1.1. The Interpreter does not show up for the
                                        cancelled appointment.
                                   1.1.2. Or, the Interpreter does show up for the
                                        cancelled appointment.
                                   1.1.3. Or, it doesn’t matter?


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 14
RFP Section,   Question                       Bidders Questions                              HCA Responses
 Exhibit or    Number
   Issue
                                 I’m trying to understand why we would require an
                                 interpreter to drive and show up for an appointment
                                 to get paid a rate of two (2) Units even though the
                                 interpreter was informed ahead of time that the
                                 request is cancelled.

None           53.        There are approximately 2,000 Spoken Language                 Answer:
                          Interpreters in Washington State (I don’t know how many
                          are “HCA Authorized”). When fulfilling requests for an on-    Any entity can bid on this
                                                                                        contract, including
                          site Spoken Language Interpreter, will the Contractor deal
                                                                                        language agencies.
                          directly with the individual 2,000 Spoken Language
                          Interpreters (that are authorized by HCA)? If so, what
                          happens to the agencies such as Language Fusion,
                          Northwest Interpreters, Columbia Language Services, etc.?

None           54.        There are approximately 220 HCA authorized Sign               Answer:
                          Language Interpreters in Washington Stage. When fulfilling
                          requests for an on-site Sign Language Interpreter, will the   Please see response to
                                                                                        question 53.
                          Contractor deal directly with the individual Sign Language
                          Interpreters (that are authorized by HCA)? If so, what
                          happens to the agencies such as SignOnASL, ASL
                          Interpreter Network, Sign For Life ASL Interpreting Agency,
                          etc.?

None           55.        May bids be submitted for only 1 or 2 services? Or must it    Answer:
                          be an all-inclusive offer?
                                                                                        The bidder must be able to
                                                                                        provide all modalities.

                                                                                        Per the RFP, Section A.
                                                                                        Mandatory Requirements.
                                                                                        It states “Under the new

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                 Page 15
RFP Section,   Question         Bidders Questions         HCA Responses
 Exhibit or    Number
   Issue
                                                    model, the Contractor(s)
                                                    must meet the following
                                                    mandatory requirements:

                                                    a. Administration

                                                    (1)   Provide Spoken and
                                                          Sign Language
                                                          Interpreter Services;

                                                          (a)   Contract directly
                                                                with Interpreters
                                                                for spoken
                                                                language In-
                                                                person
                                                                Interpreter
                                                                Services;

                                                          (b)   Provide Sign
                                                                Language
                                                                Interpreter
                                                                Services
                                                                through
                                                                employees,
                                                                direct contracts,
                                                                or Subcontracts.

                                                    (2)   Maintain a business
                                                          location in the
                                                          Contractor’s Service
                                                          Area(s).

                                                    (3)   Provide Telephonic
                                                          and VRI modalities of
                                                          interpretation either

K559 – Amendment 2 - Reposted
Question and Answers                                                                Page 16
RFP Section,   Question                        Bidders Questions                                 HCA Responses
 Exhibit or    Number
   Issue
                                                                                                 through employees,
                                                                                                 direct contracts, or
                                                                                                 Subcontracts.”

None           56.        Can interpreters for video and telephonic be anywhere in the     Answer:
                          US? Or must they be within WA and DSHS certified?
                                                                                           There are no contract
                                                                                           requirements regarding the
                                                                                           location of interpreters.

None           57.        Must interpreters be US based?                                   Answer:

                                                                                           See answer to question
                                                                                           56.

None           58.        Does the video interpretation rate include equipment, or is it   Answer:
                          just for the actual interpretation?
                                                                                           This is an all-inclusive rate.

None           59.        Will HCA use their own Video interpretation equipment, if so,    Answer:
                          what is that equipment?
                                                                                           No.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 17
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           60.        Can you please outline the process for us to check              Answer:
                          eligibility?
                                       a. Will we go in and download the information      The Contractor may
                                          periodically?                                   choose to verify client
                                       b. Will we have to login to the database to        eligibility by bulk eligibility
                                          check each user?                                or one-by-one by any of
                                           1.     If we are logging in to check, please   the following methods:
                                                 notate how the information is
                                                 presented. A screen shot would be        1. By using an eligibility
                                                 very helpful as well.                       extract model where a
                                       c. Would we be able to get access to the              client eligibility file is
                                          DSHS database to “sync” with our system            provided by HCA on a
                                          for verification?                                  weekly basis with a
                                                                                             daily/update change
                                                                                             file. The format of the
                                                                                             file is fixed width .zip.
                                                                                             Delivery is via sFTP
                                                                                             using an assigned user
                                                                                             name and password.

                                                                                          2. By a standard batch
                                                                                             HIPAA 270/271
                                                                                             eligibility inquiry
                                                                                             process.

                                                                                          3. Or one by one eligibility
                                                                                             inquiry using the
                                                                                             ProviderOne portal.

                                                                                          HCA will consult with the
                                                                                          apparently successful
                                                                                          bidder(s) during the
                                                                                          negotiation phase and
                                                                                          provide further detailed
                                                                                          information regarding the

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 18
RFP Section,   Question                        Bidders Questions                                 HCA Responses
 Exhibit or    Number
   Issue
                                                                                           method and process
                                                                                           chosen to verify eligibility.

None           61.        How do we verify the provider is a HCA Medicaid                  Answer:
                          participating provider?
                                      a.    Will we go in and download the information     HCA will consult with the
                                            periodically?                                  apparently successful
                                      b.    Will we have to login to the database to       bidder(s) during the
                                            check each user?                               negotiation phase and
                                              1.   If we are logging in to check, please   provide further detailed
                                                  notate how the information is            information regarding the
                                                  presented. A screen shot would be        method and process
                                                  very helpful as well.                    chosen to verify provider
                                              2.   Would we be able to get access to       eligibility.
                                                  the HCA database to “sync” with our
                                                  system for verification?

None           62.        Can we get a copy of the order form that we will need to         Answer:
                          submit?
                                                                                           This question is not clear.
                                                                                           HCA is not aware of an
                                                                                           order form.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 19
RFP Section,   Question                       Bidders Questions                          HCA Responses
  Exhibit or   Number
   Issue
None           63.        Can we get a copy of the Medicaid claim form?             Answer:

                                                                                    HCA will consult with the
                                                                                    apparently successful
                                                                                    bidder(s) during the
                                                                                    negotiation phase and
                                                                                    provide further detailed
                                                                                    information regarding the
                                                                                    billing process.

None           64.        Will we need to submit the order form with the Medicaid   Answer:
                          claim form? Are forms submitted electronically? Please
                          outline this process.                                     HCA will consult with the
                                                                                    apparently successful
                                                                                    bidder(s) during the
                                                                                    negotiation phase and
                                                                                    provide further detailed
                                                                                    information regarding the
                                                                                    billing process.

None           65.        Can we access PaymentOne via SOAP or any API?             Answer:

                                                                                    For information regarding
                                                                                    ProviderOne, please refer
                                                                                    to the Billing and Resource
                                                                                    guide at:
                                                                                    http://hrsa.dshs.wa.gov/do
                                                                                    wnload/ProviderOne_Billin
                                                                                    g_and_Resource_Guide.ht
                                                                                    ml.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                              Page 20
RFP Section,   Question                        Bidders Questions                          HCA Responses
  Exhibit or   Number
   Issue
None           66.        Can we obtain a copy of the collective bargaining          Answer:
                          agreement?
                                                                                     Per the RFP, Section A.
                                                                                     Summary of Project, 2.
                                                                                     General Background,

                                                                                     “A copy of the Collective
                                                                                     Bargaining Agreement
                                                                                     (CBA) between the state
                                                                                     and the Union can be
                                                                                     found at:
                                                                                     http://interpretersunited.wfs
                                                                                     e.org/Docs/Interpreters_11
                                                                                     -13.pdf.

None           67.        How will we know which interpreters are union and which    Answer:
                          are not? Will we be required to generate any reports in
                          regard to dues? If so, please outline that for us.         All language access
                                                                                     providers as defined in
                                                                                     RCW 41.56.030(11) are
                                                                                     covered by the CBA.

                                                                                     See Exhibit B Sample
                                                                                     Contract, 11. Union
                                                                                     Dues/fees, f. Status
                                                                                     Reports.

None           68.        What are the minimum requirements of a “service center”?   Answer:

                                                                                     See Exhibit B Sample
                                                                                     Contract, 3. Sample
                                                                                     Contract, c. Customer
                                                                                     Service Requirements.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                 Page 21
RFP Section,   Question                        Bidders Questions                                  HCA Responses
  Exhibit or   Number
   Issue
None           69.        Will we need to have the interpreter’s UBI number noted          Answer:
                          anywhere when we submit for billing?
                                                                                           HCA will consult with the
                                                                                           apparently successful
                                                                                           bidder(s) during the
                                                                                           negotiation phase and
                                                                                           provide further detailed
                                                                                           information regarding the
                                                                                           billing process.

None           70.        May we use an electronic and/or fax method to verify             Answer:
                          appointments have not been canceled with providers?
                                                                                           This is your business
                                                                                           decision.

None           71.        There is no profit line in the fee schedule. Is this RFP aimed   Answer:
                          at non-profits? Are we able to include a profit margin in the
                          breakdown?                                                       Any entity can bid on this
                                                                                           contract. Yes, you can
                                                                                           include a profit margin in
                                                                                           the breakdown.

None           72.        If a Contractor has a subcontractor that provides Telephonic     Answer:
                          Interpreting services, and this subcontractor has a contract
                          with an agency to handle the overflow of Telephonic              Yes.
                          Interpreting services, and this agency has an office in
                          Service Area #2, can the Contractor bid for Service Area
                          #2?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 22
RFP Section,     Question                        Bidders Questions                               HCA Responses
  Exhibit or     Number
   Issue
None             73.        Is HCA able to disclose who has submitted Letters of            Answer:
                            Intent? If yes, when will this information be made available?
                                                                                            Yes. It will become public
                                                                                            information (can be
                                                                                            requested through Public
                                                                                            Disclosure Request - PDR
                                                                                            - process) after official end
                                                                                            date of submitting Letters
                                                                                            of Intent.

Section 15b3,    74.        Does the 75 page limit (Section 15b3, page 25 of the K559       Answer:
page 25 of the              RFP document) include the copy of the RFP & exhibits?
K559 RFP                                                                                    No, it does not include a
document                                                                                    copy of the RFP. The 75
                                                                                            page limit includes all
                                                                                            response information
                                                                                            provided by the bidder
                                                                                            including exhibit
                                                                                            responses.

RFP K559         75.        Will the requirement of interpreter documents (listed on RFP    Answer:
pages 12-13,                K559 pages 12-13, section f) be applied to in-person
section f                   interpreters only, or will these apply to telephonic & video    See RFP Section 4,
                            interpreters as well?                                           Mandatory Requirements
                                                                                            Section a, & b1.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 23
RFP Section,   Question                         Bidders Questions                            HCA Responses
  Exhibit or   Number
   Issue
None           76.        What, if any, Union Dues / Fees need to be deducted for       Answer:
                          telephonic or video remote interpretation?
                                                                                        Revised
                                                                                        Regardless of interpreting
                                                                                        modality, dues/fees are
                                                                                        calculated as a percentage
                                                                                        of what an interpreter
                                                                                        earns while working at
                                                                                        assignments covered by
                                                                                        the collective bargaining.

None           77.        Will Union Dues / Fees need to be deducted for out-of-state   Answer:
                          interpreters?
                                                                                        The statute does not
                                                                                        specify whether the
                                                                                        location (in-state or out of
                                                                                        state) matters in the
                                                                                        deduction of dues or fees.

None           78.        Are there any penalties for using out-of-state or out-of-     Answer:
                          country Interpreters for telephonic or video remote
                          interpretation?                                               No. The contractor must
                                                                                        first attempt to fill
                                                                                        appointments utilizing
                                                                                        instate interpreters if
                                                                                        available, but may use out
                                                                                        of state interpreters as
                                                                                        stated in Exhibit B, Sample
                                                                                        Contract, 3. Statement of
                                                                                        Work, j. HCA Assigning
                                                                                        and Communicating
                                                                                        Interpreting Modality (1)
                                                                                        (a).



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 24
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           79.        Are there any penalties for using non-DSHS                        Answer:
                          certified/authorized/recognized Interpreters for telephonic or
                          video remote interpretation?                                      See answer to the
                                                                                            Question 78.

None           80.        Is there an estimate on how many providers statewide have         Answer:
                          equipment for telephonic interpretation?
                                                                                            Information is not available
                                                                                            since HCA does not have
                                                                                            this data.

None           81.        Is there an estimate on how many providers statewide have         Answer:
                          equipment for video remote interpretation?
                                                                                            This information is not
                                                                                            available since HCA does
                                                                                            not have this data.

None           82.        Currently, many large hospitals and medical centers do not        Answer:
                          use Interpreter Services program for their eligible Medicaid
                          patients. It is reasonable to anticipate a large increase of      HCA reserves the right to
                          incoming requests from such facilities, when various              renegotiate contract
                          methods of communication (phone, fax, email, etc.) are            administrative costs if
                          made available to providers. We are asked to provide a            increases or decreases in
                          quote for services based on an approximate number of              encounters occur.
                          440,000 requests during the 2011 – 2013 biennium. What if
                          the number or requests was to rise to 500,000 or 600,000?
                          Would the successful bidder be expected to absorb the
                          additional administrative expenses (for staff, etc.) that would
                          be required to be in compliance with the Statement of Work
                          and maintain a consistent level of service?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 25
 RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or    Number
     Issue
K559 RFP,       83.        Please provide, with as much detail as possible, the raw         Answer:
page 13,                   data that helped to arrive at the figures shown in K559 RFP,
sections 6b1               page 13, sections 6b1 and 6b2. How were the total                This information was
and 6b2                    expenditures distributed (IS Broker fees, agency fees,           based upon historical data
                           interpreter rate, mileage, parking, etc.) for the State Fiscal   and is not readily available.
                           Year (SFY) 10?

Exhibit F       84.        In Exhibit F, page 6, HCA has set a Target Administrative        Answer:
                           Percentage Rate of 12-15%. What percentage of the
                           budget was attributed to administrative fees (of both the IS     Revised
                           Brokers and Agencies) in State Fiscal Year (SFY) 10 shown        Approximately 12% of the
                           in K559 RFP, page 13, sections 6b1 and 6b2?                      budget was attributed to
                                                                                            administrative fees for the
                                                                                            Brokers in SFY 10.

                                                                                            Administrative fees for
                                                                                            Language Agencies were
                                                                                            not tracked by HCA in SFY
                                                                                            10.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 26
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
    Issue
Exhibit B      85.        We are concerned that some of the requirements are forcing       Answer:
                          the Contractor (winning bidder) to treat interpreters as
                          employees (vs. sub-contractors). This puts the winning           Thank you for your
                          bidder’s business at risk of lawsuit with the Employment         comment. The
                          Security Department, and other state and federal agencies.       requirement remains as
                          For Example:                                                     stated. HCA cannot give
                                                                                           legal advice, and
                                  Exhibit B, page 27, Section 8b: “Double-booking         recommends that bidders
                                   fees must be paid by the Contractor when they           consult legal counsel if
                                   inadvertently scheduled two (2) Interpreters for the    there are concerns with
                                   same appointment and both Interpreters show up          this issue.
                                   to interpret” and Section 8b2: “The Interpreter who
                                   does not fulfill the appointment time will be paid by
                                   the Contractor for the one-half (1/2) hour or two (2)
                                   Units.”

                          This is considered to be employee treatment. In order to
                          comply with WA State law regarding treatment of self-
                          employed sub-contractors, the Contractor cannot pay Sub-
                          Contractors from their own budget, but rather provide
                          administrative services for the Sub-Contracted Interpreter
                          (such as scheduling, billing) and remit payment only if and
                          after the Contractor receives payment from the Service
                          Requester. Please provide detailed explanation. Our hope
                          is that the RFP K559 should be altered based on WA State
                          law regarding treatment of self-employed sub-contractors.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                  Page 27
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           86.        Will all phone and in-person contacts with eligible clients be   Answer:
                          covered or just those attached to an in-person provider
                          appointment? For example, nurse calls to clients who leave       No. For services to be
                          messages or for follow up assessments on diabetic                reimbursable by HCA, a
                          patients. Another example would be a teleconference              Medicaid covered services
                          appointment with a provider.                                     must be provided to a
                                                                                           client, See Exhibit B,
                                                                                           Statement of Work Section
                                                                                           3, I.

None           87.        Will Requestors have direct access to the phone/VRI service      Answer:
                          or will we need to go through the contractor?
                                                                                           Authorized requestors will
                                                                                           need to request interpreter
                                                                                           services through the
                                                                                           contractor(s) (successful
                                                                                           bidder) as stated in the
                                                                                           sample contract.

None           88.        What happens when the contractor exceeds the                     Answer:
                          maximum in expenses? Are they still required to provide
                          service?                                                         The contract maximum
                                                                                           serves as a guide.
                                                                                           Revisions to the contract
                                                                                           maximum (not rates) may
                                                                                           be necessary to account
                                                                                           for caseload changes.
                                                                                           Services should continue
                                                                                           to be provided.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 28
RFP Section,   Question                         Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           89.        How do you calculate or define “lowest cost modality” does      Answer:
                          that assume that phone is lowest, followed by video, then in-
                          person? Or is that calculated by the duration of the            Lowest cost means the
                          appointment. It seems that a 2 hour appointment may be          least expensive. The
                          covered less expensively by an in-person interpreter than a     contractor is responsible to
                          phone or video interpreter.                                     develop a process to
                                                                                          determine what will be the
                                                                                          lowest cost modality per
                                                                                          appointment.

None           90.        Can the contractor hire interpreters or must they sub-          Answer:
                          contract with them. It seems that busy sub-contractors
                          might really be working as employees.                           This is a decision to be
                                                                                          made by the contractor.

None           91.        I am also concerned about interpreters’ ability to afford the   Answer:
                          required liability insurance, which may limit the pool of
                          eligible interpreters.                                          Thank you for your
                                                                                          comment. Insurance
                                                                                          requirements remain as
                                                                                          written.


None           92.        Is the continual recruitment of certified interpreters the      Answer:
                          responsibility of DSHS/HCA or is the recruitment
                          process/hiring/firing the responsibility of the successful      It is within the contractor’s
                          bidder?                                                         responsibility and
                                                                                          discretion.

None           93.        Historical Information [pg 5]                                   Answer:

                          Can HCA provide a list of covered medical services?             See WAC 182.501.0060.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 29
 RFP Section,    Question                       Bidders Questions                         HCA Responses
   Exhibit or    Number
     Issue
a.               94         Project Scope on page 6 of 42 states DSHS intends        Answer:
Administration              to use contracts awarded pursuant to this RFP for
(1) (b) [pg 7]              in-person Interpreters for spoken language only.         HCA authorized requestors
                            DSHS intends to use the Office of Deaf and Hard of       will not be using
                            Hearing for sign language needs. Will HCA do the         DSHS/ODHH ASL
                            same or will sign language be covered under this         contract.
                            RFP? If HCA is going to use the Office of Deaf and
                            Hard of Hearing for sign language needs, then how        Sign Language Interpreter
                            much of the cost for sign language is represented        Services for HCA paid
                            for fiscal year 2010 and 2011?                           appointments is a part of
                                                                                     this contract.
                            DSHS provide fiscal costs for 2010 and 2011 within
                            this RFP. How much does of the costs represent           Maximum annual ASL
                            sign language?                                           Service amount is
                                                                                     $500,000.00

Customer         95.        How will after hour services be handled?                 Answer:
Service
Requirements                                                                         HCA has identified the
(2) [pg 7]                                                                           core hours. Services
                                                                                     outside the core hours are
                                                                                     the business decision of
                                                                                     the contractor.

Customer         96.        Can we assume all patient requests will be handled via   Answer:
Service                     secure email?
Requirements                                                                         No, contractors must
(3) [pg 7]                                                                           accommodate requests via
                                                                                     email, telephone or
                                                                                     facsimile transmission
                                                                                     technologies.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                              Page 30
 RFP Section,   Question                        Bidders Questions                              HCA Responses
   Exhibit or   Number
     Issue
Customer        97.        What method of calculation did WA State use to determine      Answer:
Service                    95% of incoming calls and “within 30 seconds”?
Requirements                                                                             These are industry
(6) [pg 7]                                                                               standards.

Customer        98.        How fast will WA State remit payment to contractor?           Answer:
Service
Requirements                                                                             Contractors will receive
(8) [pg 8]                                                                               payment based upon
                                                                                         standard ProviderOne
                                                                                         weekly payment cycles.

Customer        99.        Can HCA provide a link to this document?                      Answer:
Service
Requirements                                                                             The appointment record
(12) [pg 8]                                                                              form will be provided to the
                                                                                         apparently successful
                                                                                         bidder(s).

Customer        100.       Do VRI and telephonic interpreters have to be located in      Answer:
Service                    Washington?
Requirements                                                                             No.
(14a & 14b)
[pg 8]

Customer        101.       This code of conduct is for sign language interpreters only   Answer:
Service                    and doesn’t pertain to spoken language interpreters. Is
Requirements               HCA requesting spoken language interpreters for this          No, see Exhibit D,
(14e) [pg 8]               standard as well?                                             Interpreter Code of Ethics,
                                                                                         for the Code of Conduct for
                                                                                         spoken language
                                                                                         interpreters.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 31
 RFP Section,   Question                       Bidders Questions                             HCA Responses
  Exhibit or    Number
     Issue
Customer        102.       Are independent contracted interpreters required to have a
                                                                                        Answer:
Service                    HIPAA certification at their own expense to ensure they
Requirements               understand and meet HIPAA requirements?                      The Health Care Authority
(14f) [pg 8]                                                                            is not aware of the “HIPAA
                                                                                        certification” to which this
                                                                                        question refers. To the
                                                                                        extent the Contractor
                                                                                        enters into subcontracts,
                                                                                        such subcontracts must
                                                                                        contain terms and
                                                                                        conditions related to
                                                                                        HIPAA compliance. See
                                                                                        Exhibit B, Sample
                                                                                        Contract, 22. HIPAA
                                                                                        Compliance, regarding
                                                                                        HIPAA Compliance and
                                                                                        Third Party Agreements.

Customer        103.       How does HCA plan to handle covered medical service          Answer:
Service                    appointments on weekends?
Requirements                                                                            All appointments, including
(15b) [pg 9]                                                                            weekend appointments,
                                                                                        must be scheduled by
                                                                                        authorized requestors
                                                                                        during the hours stated in
                                                                                        the Sample Contract.

Customer        104.       Can HCA provide more information about ProvideOne?           Answer:
Service
Requirements                                                                            Information about
(16a/i/A) [pg                                                                           ProviderOne can be found
9]                                                                                      at
                                                                                        http://hrsa.dshs.wa.gov/pro
                                                                                        viderone/.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 32
 RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or    Number
    Issue
Customer        105.       If the interpreters are employees that work at an interpreting   Answer:
Service                    company, would the contractor have to provide this
Requirements               information?                                                     No, the CBA covers
(17b) [pg 10]                                                                               language access providers
                                                                                            as defined in RCW
                                                                                            41.56.030(11). Employees
                                                                                            of the contractor are
                                                                                            exempt from the
                                                                                            requirements of the CBA.

Customer        106.       Does this mean that if interpreters are employees (not           Answer:
Service                    independent contractors) that this does not apply?
Requirements                                                                                 See answer to question
(17c) [pg 10]                                                                               105.

Customer        107.       Can we provide automated “real time” reports online that         Answer:
Service                    would be available 24/7/365 vs. manually sending a report
Requirements               on the 20th of every month?                                      Yes, the monthly reports
(19b) [pg 10]                                                                               that are to be submitted to
                                                                                            HCA may be provided in
                                                                                            that manner.

Financial       108.       What is the breakdown of total funds budgeted by service         Answer:
Information                modality? Meaning, onsite, telephone, and VRI?
[pg 12]                                                                                     HCA has not broken out
                                                                                            total funds by modality.
                                                                                            The total funds available
                                                                                            are for contractor
                                                                                            administrative costs and
                                                                                            direct service payments to
                                                                                            interpreters, regardless of
                                                                                            modality.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 33
 RFP Section,   Question                        Bidders Questions                                 HCA Responses
   Exhibit or   Number
     Issue
Financial       109.       If the interpreters are employees (not independent                Answer:
Information                contractors), does the Union dictate rates?
[pg 12]                                                                                      The rates a contractor
                                                                                             chooses to pay their
                                                                                             employees are determined
                                                                                             by the contractor.

Financial       110.       Can HCA break down the encounters by language, and                Answer:
Information                spoken language vs. sign language? Does this include
(1) & (2) [pg              mileage and travel time? (Ex. AVERAGE COST PER                    The bidder is to use the
13]                        ENCOUNTER: $52.88)                                                information that is provided
                                                                                             (see amendment 1
                                                                                             response).

Financial       111.       Can DSHS break down the encounters by language, and               Answer:
Information                spoken language vs. sign language? Does this include
(1) & (2) [pg              mileage and travel time? AVERAGE COST PER                         The bidder is to use the
13]                        ENCOUNTER: $125.00                                                information that is provided
                                                                                             (see amendment 1
                                                                                             response).

Financial       112.       Can DSHS break down the encounters by language, and               Answer:
Information                spoken language vs. sign language? Does this include
(1) & (2) [pg              mileage and travel time? AVERAGE COST PER                         The bidder is to use the
13]                        ENCOUNTER: $125.00                                                information that is provided
                                                                                             (see amendment 1
                                                                                             response).

EXHIBIT B       113.       Running VRI and telephonic encounters through a                   Answer:
Statement of               coordinator is more costly and mitigates the value of utilizing
Work [pg 15]               technology. Will hospitals be able to use VRI and telephonic      No, all requests must be
                           interpreting without going through a coordinator?                 prior authorized through
                                                                                             the contractor.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 34
RFP Section,    Question                        Bidders Questions                                HCA Responses
  Exhibit or    Number
   Issue
GENERAL         114.       Where are references to rates for translation?                  Answer:

                                                                                           This contract is not for
                                                                                           translation services.

GENERAL         115.       Will HCA use WA State's existing GSA contract for               Answer:
                           telephonic interpreting?
                                                                                           No.

EXHIBIT B -     116.       Is every independent interpreter contractor required to have    Answer:
17. Insurance              the same professional liability insurance as the
                           Contractor/broker? With 1.000s of independent interpreters      Yes. The insurance
                           in the field, the Contractor can not control the quality and    requirements remain as
                           accuracy of the independents' interpreting and translation.     stated.
                           This would seem to create a liability issue


EXHIBIT F -     117.       May multiple financial options be submitted to show different   Answer:
GENERAL                    telephonic cost scenarios?
                                                                                           No, Bidders are to follow
                                                                                           the directions as stated in
                                                                                           the cost proposal and
                                                                                           provide only the
                                                                                           information that is
                                                                                           requested.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 35
RFP Section,   Question                         Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           118.       Can you clarify by specific clause where Authorized,           Answer:
                          Certified, or Recognized Interpreters Requirements vary in
                          how they are applicable to In Person interpreters vs.          Please see definition of
                          Telephonic and Video Interpreters? What standard(s) will       certified, authorized and
                          be used for Telephonic Interpreters under this contract?       recognized interpreter.
                                                                                         Standards for all
                                                                                         contracted are noted in
                                                                                         Exhibit B, Sample
                                                                                         Contract, 1. Definitions
                                                                                         Specific to Special Terms,
                                                                                         u., v., and w.

None           119.       Are responses for just Telephonic Interpretation alone         Answer:
                          considered eligible to win the telephonic Interpretation for
                          the RFP?                                                       No.

None           120.       Are responses for just Video based Interpretation              Answer:
                          considered eligible to win the Video Interpretation for the
                          RFP?                                                           No.

None           121.       Are only proposals that contain all modalities – In Person.    Answer:
                          Interpreting, Telephonic Interpreting and Video Interpreting
                          considered eligible for award?                                 Yes.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                  Page 36
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           122.       Will all Health Care Authority, Telephonic Interpretation      Answer:
                          done to support Washington State Medicaid scheduled and
                          unscheduled demand be REQUIRED to use this contract?           No, the HCA interpreter
                          If not, please define exactly what services and volumes will   services program is an
                          be will be required to use this new contract.                  optional program that is
                                                                                         offered to medical
                                                                                         providers to help them
                                                                                         secure needed
                                                                                         interpreters, regardless of
                                                                                         modality. It is the medical
                                                                                         provider’s responsibility,
                                                                                         not HCA’s, to establish
                                                                                         meaningful communication
                                                                                         with patients that cannot
                                                                                         communicate effectively in
                                                                                         English. Medical providers
                                                                                         may choose to use this
                                                                                         contract or other means to
                                                                                         meet this responsibility.

None           123.       Will all WA Department of Social and Health Services           Answer:
                          (DSHS) Telephonic Interpretation done to support
                          Washington State Medicaid Interpreter Services scheduled       No, DSHS intends to use
                          and unscheduled be REQUIRED to use this contract. If not,      the DES contract for
                          please define exactly what services and volumes will be will   telephonic interpretation,
                          be required to use this new contract.                          as stated in Exhibit B.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 37
RFP Section,   Question                       Bidders Questions                             HCA Responses
  Exhibit or   Number
   Issue
None           124.       What Departments Telephonic and Video Interpretation will   Answer:
                          be required to use this contract and what are the current
                          monthly volumes of that currently?                          The HCA interpreter
                                                                                      services program is an
                                                                                      optional program that is
                                                                                      offered to medical
                                                                                      providers to help them
                                                                                      secure needed
                                                                                      interpreters, regardless of
                                                                                      modality. It is the medical
                                                                                      provider’s responsibility,
                                                                                      not HCA’s, to establish
                                                                                      meaningful communication
                                                                                      with patients that cannot
                                                                                      communicate effectively in
                                                                                      English. Medical providers
                                                                                      may choose to use this
                                                                                      contract or other means to
                                                                                      meet this responsibility.
                                                                                      This is a new service, that
                                                                                      data is not available.

None           125.       What company currently performs Telephonic Interpretation   Answer:
                          currently for HCA?
                                                                                      This is a new optional
                                                                                      service for medical
                                                                                      providers.

None           126.       Will that ALL HCA Telephonic Interpretation usage move to   Potential Answer:
                          this new contract?
                                                                                      No.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                Page 38
RFP Section,   Question                         Bidders Questions                                 HCA Responses
  Exhibit or   Number
   Issue
None           127.       If ALL Telephonic Interpretation does not have to use this        Potential Answer:
                          contract then what percentage of existing volume will be
                          required to use this contract?                                    This data is not available.
                                                                                            This is a new optional
                                                                                            service for medical
                                                                                            providers.

None           128.       What criteria will define what Telephonic Interpretation and      Answer:
                          what Video Interpretation will use this contract.
                                                                                            Authorized requesters will
                                                                                            select the modality of
                                                                                            interpretation to be used
                                                                                            for each appointment.

None           129.       Will this contract be considered mandatory usage by HCA           Answer:
                          for Telephonic Interpretation?
                                                                                            No.

None           130.       Currently telephonic interpretation is under the WSCA             Answer:
                          contract used by HCA. Will HCA continue to use that
                          contract for telephonic interpretation?                           Yes, for HCA employee’s
                                                                                            usage for non-medical
                                                                                            services (ex. Customer
                                                                                            services center calls,
                                                                                            eligibility questions).

None           131.       If only responses that include all modalities of interpretation   Answer:
                          are eligible for award, will HCA attempt to coordinate
                          partnering between companies that do not offer all three          No, this will be the bidder’s
                          modalities?                                                       responsibility if they
                                                                                            choose to do so to develop
                                                                                            their own business
                                                                                            relationships.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 39
RFP Section,   Question                        Bidders Questions                             HCA Responses
  Exhibit or   Number
   Issue
None           132.       What is your current volume in minutes for Telephonic         Answer:
                          Interpretation per year for HCA?
                                                                                        These are new optional
                                                                                        services for medical
                                                                                        providers; therefore, this
                                                                                        information is not available.

None           133.       What company(s) currently perform that interpretation for     Answer:
                          HCA and under what contract and what is the price and how
                          is the volume distributed between those companies?            These are new optional
                                                                                        services for medical
                                                                                        providers; therefore, this
                                                                                        information is not available.

None           134.       The RFP makes no mention of WSCA. Is the award that           Answer:
                          includes Telephonic Interpretation considered completely
                          separate from WSCA?                                           Yes, it is completely
                                                                                        separate from WSCA.
                          If not completely separate then please define how it is not
                          separate.

None           135.       How broadly do you envision Video Based Interpretation        Answer:
                          being implemented?
                                                                                        HCA anticipates that it will
                                                                                        take some time for many
                                                                                        medical providers to create
                                                                                        capacity to use VRI and
                                                                                        therefore utilization may
                                                                                        increase over time.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 40
RFP Section,   Question                        Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           136.       Do you envision Video Interpretation being enabled at all       Answer:
                          locations within a service area where Medicaid patient
                          encounters occur in private practices, hospitals and WA         The contract requirement
                          State governmental locations or other locations? Please         to provide VRI is not
                          describe where the RFP requires it to be available in detail    specific to a Service Area,
                          as applies to these and any other areas.                        geographic location, etc.
                                                                                          The bidder is to assign the
                                                                                          modality of interpretation
                                                                                          selected by the requestor.

None           137.       Section A Summary of Project 2 The Contractor is expected       Answer:
                          to abide by all terms of the CBA as currently existing or as
                          hereafter amended and any successor CBA. The Union filed        The Bidder may consult
                          a demand to bargain in January 2012, bargaining mandatory       with their legal counsel for
                          subjects with regard to interpreters that are working via       advice regarding this
                          telephonic and Video Remote Interpretation (VRI)                question.
                          modalities. The mandatory subjects of bargaining are limited
                          solely to: (1) economic compensation, such as manner and
                          rate of payments; (2) professional development and training;
                          (3) labor-management committees; and (4) grievance
                          procedures. HCA intends to have the bargaining process
                          completed by the Contract start date. The Bidder is
                          expected to review the collective bargaining periodically and
                          be aware of the terms of the CBA at all times.

                          If we as a contracted or subcontract provider of
                          Telephonic and or Video Remote Interpretation be
                          required to abide by whatever the State of WA
                          completes contract start date does that mean that we
                          have to agree in advance to an ongoing negotiation that
                          may dictate terms for the 1 – 4?

                          What if we found those terms made the contract unprofitable
                          or untenable? Will the contract define what course of action
                          we could take without putting our other business with the

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 41
RFP Section,   Question                         Bidders Questions                                  HCA Responses
 Exhibit or    Number
   Issue
                          state of WA in Jeopardy?

None           138.       Adhere to RCW 41.56.510 (4):                                        Answer:
                          Each party with whom the department of social and health
                          services contracts for language access services and each of         This applies to all
                          their subcontractors shall provide to the department an             language access providers
                          accurate list of language access providers, as defined in           as defined in RCW
                          RCW 41.56.030, including their names, addresses, and                41.56.030(11), regardless
                          other contact information, annually by January 30th, except         of the modality.
                          that initially the lists must be provided within thirty (30) days
                          of June 10, 2010. The department shall, upon request,
                          provide a list of all language access providers, including
                          their names, addresses, and other contact information, to a
                          labor union seeking to represent language access
                          providers. Does this apply to individual Telephonic and
                          VRI interpreters?

None           139.       Provide adequate staff and telephone lines to achieve               Answer:
                          ninety-five percent (95%) of all incoming calls, including
                          hearing-impaired system calls, to be answered within thirty         This requirement pertains
                          (30) seconds. Does this define the service level for                to all incoming calls to the
                          Telephonic and or Video interpretation or does it pertain to        contractor’s customer
                          calling for scheduling In person encounters and billing             services center.
                          questions or other customer service functions?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                         Page 42
 RFP Section,   Question                         Bidders Questions                                  HCA Responses
  Exhibit or    Number
    Issue
RFP proposal    140.       On the main RFP proposal PDF document, page 7,                      Answer:
PDF                        Mandatory Requirements 4.b.(1) it states that the contractor
document,                  must “Provide Interpreter Services through direct written           Revised
page 7                     Subcontracts with Authorized, Certified, or Recognized              The RFP has been edited
                           Interpreters within the Contractor’s Service Area”.                 to clarify that the
                           How does this apply to Telephonic Interpreters?                     Contractor must provide In-
                           How does this apply to Video Interpreters?                          person interpreter services
                                                                                               through direct written
                                                                                               Subcontracts with
                                                                                               Authorized, Certified, or
                                                                                               Recognized Interpreters
                                                                                               within the Contractor’s
                                                                                               Service Area.

                                                                                               The Contractor must
                                                                                               provide telephonic and VRI
                                                                                               modalities of interpretation
                                                                                               either through employees,
                                                                                               direct contracts, or
                                                                                               Subcontracts.

None            141.       Adhere to RCW 41.56.510 (4):                                        Answer:
                           Each party with whom the department of social and health
                           services contracts for language access services and each of         This applies to all
                           their subcontractors shall provide to the department an             language access providers
                           accurate list of language access providers, as defined in           as defined in RCW
                           RCW 41.56.030, including their names, addresses, and                41.56.030(11), regardless
                           other contact information, annually by January 30th, except         of the modality.
                           that initially the lists must be provided within thirty (30) days
                           of June 10, 2010. The department shall, upon request,
                           provide a list of all language access providers, including
                           their names, addresses, and other contact information, to a
                           labor union seeking to represent language access providers.
                           Does this mean that this information would be required
                           for individual telephonic interpreters and video

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 43
RFP Section,   Question                        Bidders Questions                          HCA Responses
 Exhibit or    Number
   Issue
                          interpreters as well?

None           142.       Are Telephonic Interpreters considered “scheduled” under   Answer:
                          the definitions of this RFP and sample contract?
                                                                                     All medical appointments
                                                                                     must be prior-authorized
                                                                                     and considered scheduled
                                                                                     through the contractor,
                                                                                     regardless of the modality
                                                                                     selected by the authorized
                                                                                     requestor.

None           143.       Are Video Interpreters considered “scheduled” under the    Answer:
                          definitions of this RFP and sample contract?
                                                                                     All medical appointments
                                                                                     must be prior-authorized
                                                                                     and are considered
                                                                                     scheduled through the
                                                                                     contractor, regardless of
                                                                                     the modality selected by
                                                                                     the authorized requestor.

None           144.       Is the contract available outside of the US?               Answer:

                                                                                     HCA seeks responses to
                                                                                     this RFP from entities
                                                                                     qualified to provide
                                                                                     interpreter services for the
                                                                                     Service Areas listed in
                                                                                     Exhibit A. Please also see
                                                                                     RFP Project Scope.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                Page 44
RFP Section,   Question                       Bidders Questions                             HCA Responses
  Exhibit or   Number
   Issue
None           145.       Operating systems must be based in WA state, however, to     Answer:
                          save $$$ could any interested party in India acquire the
                          contract?                                                    Any interested party may
                                                                                       bid on the contract.

Pg 5, 2        146.       Pg 5, 2                                                      Answer:
                          The Collective Bargaining Unit referenced
                          (http://interpretersunited.wfse.org/Docs/Interpreters_11-    Sign Language
                          13.pdf) ONLY represents spoken language interpreters.        Interpreters are not
                          Sign language interpreters are not represented by a CBU.     included in the definition of
                                                                                       language access
                          Why are dues being collected when the referenced CBU         providers, and are not in
                          contract does not address standard business practices and    the bargaining unit. There
                          considerations for sign language interpreters nor does the   are no requirements in the
                          CBU represent the interests of sign language interpreters?   contract to collect dues
                                                                                       from Sign Language
                                                                                       Interpreters.

Pg 6, 3        147.       Pg 6, 3                                                      Answer:
                          The sentence, “At this time, DSHS intends to use the
                          contract(s) awarded pursuant to this RFP for in-person       Sign Language interpreting
                          Interpreters for spoken language only. They intend to use    services will continue to be
                          the DSHS Office of Deaf and Hard of Hearing for sign         provided through ODHH
                          language Interpretation needs.” has been cause for much      for all DSHS services, and
                          confusion among sign language interpreters across the        through the HCA contract
                          state.                                                       for Medicaid covered
                                                                                       services.
                          Can you please provide details and expand on the use of
                          the ODHH contract that will be used for sign language
                          interpreters?

                          For what services will the ODHH contract be used and for
                          what services will the HCA contract be used?



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 45
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
    Issue
Pg 7           148.       Pg 7                                                           Answer:
                          Mandatory Requirements - “During the 2011 Session, the
                          Legislature directed HCA to develop a new model for            Thank you for your
                          statewide delivery of Interpreter Services.”                   comment. HCA
                          This is misleading, as legislation required that HCA develop   recognizes the importance
                          a new model for Spoken Language interpreters due to a          and need for quality
                          flawed Broker System. Sign language interpreters were not      American Sign Language
                          included in this legislative decision.                         (ASL) interpreters to help
                                                                                         assure access to services
                          Why is HCA continuing to group sign language interpreters      for Medicaid clients. HCA
                          with spoken language interpreters without recognizing the      has decided to consolidate
                          differences in the delivery of services between these two      all Medicaid interpreter
                          modes of communication?                                        services, including ASL,
                                                                                         into one contract. The
                          Who represented sign language interpreters and Deaf, Deaf      purpose of this
                          Blind and Hard of Hearing stakeholders when RFP 559 was        consolidation is to create
                          being developed?                                               consistent reimbursement
                                                                                         policies for both spoken
                                                                                         language and ASL
                                                                                         interpreters. In addition,
                                                                                         HCA receives federal
                                                                                         matching funds for both
                                                                                         spoken language and ASL
                                                                                         interpreter services
                                                                                         through the Centers for
                                                                                         Medicare & Medicaid
                                                                                         (CMS), and CMS must
                                                                                         approve all contracts.
                                                                                         Recent communications
                                                                                         with CMS has led HCA to
                                                                                         believe consistent
                                                                                         reimbursement policy
                                                                                         between spoken language
                                                                                         and ASL interpreter
                                                                                         services is necessary to

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                  Page 46
RFP Section,   Question                         Bidders Questions                               HCA Responses
 Exhibit or    Number
   Issue
                                                                                           assure CMS support.

Sample         149.       Certification information within this contract for sign          Answer:
Contract Pg.              language interpreters is now outdated; who will be
6. kk                     responsible for ensuring that certification standards            This is the contractor’s
                          established by this contract for sign language interpreters      responsibility.
                          are current and relevant?

Sample         150.       “The Contractor shall have no legal affiliations/connection to   Answer:
Contract pg.              subcontractors.... over which they can directly or indirectly
9, 3b2c                   benefit.”                                                        The Bidder may consult
                                                                                           their legal counsel for
                          Does this mean that VRI interpreters who work as                 advice regarding this
                          employees for a Contractor would not be able to subcontract      question.
                          as an in-person interpreter?

Sample         151.       Customer Service - Lacks any requirement for making the          Answer:
Contract pg.              grievance/complaint process clear and accessible to
9, 3c                     Medicaid clients. Page 19 of Exhibit B refers to a QAP and       The contractor will
                          requirements to deal with client-initiated concerns or           determine through their
                          complaints. However, this contract in no way mandates the        Quality Assurance Plan
                          Contractor to develop an accessible complaint process for        how they will identify and
                          clients.                                                         resolve client initiated
                                                                                           concerns or complaints.
                          Who will be responsible to make this information and
                          procedure available and easily accessible to Medicaid
                          consumers?

                          How will clients be informed of their option and ability to
                          make complaints?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 47
 RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or    Number
     Issue
Sample          152.       Requestor Outreach, Training and Education - This RFP          Answer:
Contract pg.               lacks the provision of referrals or resources for Requestors
11 e                       in the event a Medicaid-funded interpreter is not available    Revised
                           from the Contractor.                                           Yes, Exhibit B, Sample
                                                                                          Contract has been edited
                           Can a Contractor outreach obligation be to make sure the       to include this requirement.
                           Requestor is reminded of their obligation to provide for       See Exhibit B, Sample
                           interpreter services?                                          Contract, 3. Statement of
                                                                                          Work, e. Requestor
                           Pg 14 …(f)iv Since Requestors are not responsible for          Outreach, Training &
                           interpreter reimbursement under the HCA contract, why is it    Education (1) (c)
                           important for the Requestor to know “the estimated cost for
                           each Interpreter appointment by mode of interpretation: in-    Requestors should
                           person, telephonic, or VRI”?                                   consider low cost options
                                                                                          when selecting the
                           Monetary incentives offered may influence the Requestor’s      modality of interpretation to
                           decision, especially when they are reminded of the cost for    be used for an
                           each mode of interpretation for each request made.             appointment.

                           Are monetary incentives offered to Requestors dependent        No, monetary incentives
                           on the modality of communication requested?                    are not provided to
                                                                                          requestors.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 48
 RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or    Number
     Issue
Sample          153.       If a request for an interpreter cannot be filled, informing the   Answer:
Contract pg.               Requestor at least 2 days prior to an appointment is not
14, 3h1                    specific enough. Ex: A Requestor who is notified at 4:30          Thank you for your
                           pm, 2 business days prior to a scheduled appointment              comment. The
                           results in the Requestor having only 1 business day to make       requirements remain as
                           independent arrangements. Making independent                      stated in the contract.
                           arrangements require more than one business day to be
                           successful.

                           Can this requirement be clarified? Ex: “Accept and process
                           requests for interpreter services at least 48 business hours
                           in advance of a scheduled appointment when requested
                           Monday through Friday, excluding weekends and all legal
                           holidays.”

Sample          154.       The RFP lacks information on how Requestors will be               Answer:
Contract pg                educated on the pros/cons of each communication mode.
15, 3j                                                                                       This is the bidder’s
                           Who will be responsible for educating the Requestor and           responsibility.
                           their staff on the benefits and limitations of the different
                           modes of communication?                                           HCA received information
                           Which experts have been consulted (other than VRI                 from businesses / entities /
                           business that could directly benefit as a Contractor) and         individuals, etc. through
                           what resources have been researched by HCA to gain a              the Request for Information
                           clear understanding of the benefits/limitations of VRI            (RFI) process, as well as
                           communication for Deaf, Deaf Blind and Hard of Hearing            conducting industry
                           individuals in medical settings?                                  research.

                           See Registry of Interpreters for the Deaf, Standards of           Thank you for the link.
                           Practice that addresses VRI interpreting
                           http://www.rid.org/UserFiles/File/pdfs/Standard_Practice_Pa
                           pers/VRI_SPP.pdf




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 49
 RFP Section,   Question                          Bidders Questions                                   HCA Responses
  Exhibit or    Number
     Issue
Sample          155.       If out of state interpreters are utilized, will they be required to   Answer:
Contract pg                pay union dues?
15, 3j1a                                                                                         Yes. If they meet the
                                                                                                 definition in statute RCW
                                                                                                 41.56.030 (11) and they
                                                                                                 are an independent
                                                                                                 contractor who provides
                                                                                                 spoken language
                                                                                                 interpreter services for
                                                                                                 DSHS appointments or
                                                                                                 Medicaid enrollee
                                                                                                 appointments whether paid
                                                                                                 by a broker, language
                                                                                                 access agency or DSHS;
                                                                                                 their location, whether in
                                                                                                 state or out of state does
                                                                                                 not matter.

Sample          156.       Requesting of a specific interpreter                                  Answer:
Contract pg
16, I                      Will this be a tab option on the on-line request form for the         The contractor must
                           Requestor?                                                            provide requestors the
                                                                                                 capability to request a
                           Or will documentation need to be in hard copy, written form?          specific interpreter for an
                                                                                                 appointment. How this is
                           What does this process look like?                                     achieved (electronic form,
                                                                                                 hard copy, process, etc.) is
                           What kind of delays in service for Medicaid clients will this         up to the contractor.
                           create?
                                                                                                 HCA does not anticipate
                                                                                                 this causing any delays in
                                                                                                 services for Medicaid
                                                                                                 clients.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                            Page 50
 RFP Section,   Question                        Bidders Questions                            HCA Responses
  Exhibit or    Number
     Issue
Sample          157.       Rates for HCA Sign Language Interpreter Services - this      Answer:
Contract pg                section does not include information on compensation for
24, 6c                     VRI interpreters.                                            The bidder’s may provide
                                                                                        rates for VRI for all
                           Who will determine the VRI rate for sign language            interpreters. The
                           interpreters?                                                contractor will determine
                                                                                        rates for sign language
                                                                                        interpreters working as
                                                                                        employees of the
                                                                                        contractor; however, for
                                                                                        independent contractors,
                                                                                        HCA will determine the
                                                                                        rate.

Sample          158.       What is the Administrative cost allowed the Contractor for   Answer:
Contract pg                each interpreter request filled and each request unfilled?
26, 7b                                                                                  The contractor will not be
                                                                                        paid administrative costs
                                                                                        for each request filled
                                                                                        and/or unfilled. The
                                                                                        contractor will be paid a
                                                                                        monthly administrative
                                                                                        payment for performing all
                                                                                        the services required by
                                                                                        the contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                 Page 51
 RFP Section,   Question                        Bidders Questions                                HCA Responses
   Exhibit or   Number
    Issue
Sample          159.       Encounter charges - How will interpreters be compensated if     Answer:
Contract pg                an extended amount of time is requested by the Requestor
26                         and the appointment only lasts a fraction of the time?          The interpreter will be paid
                                                                                           at the contractually
                           Ex: A Requestor requests an in-person interpreter for a 2       established hourly rate in
                           hour appointment, the appointment is completed after 20         fifteen (15) minute
                           minutes.                                                        increments. In the
                                                                                           example provided, the
                           Standard business practice for independent sign language        interpreter would be paid a
                           interpreters would provide compensation for the time            one hour minimum.
                           booked in the interpreter’s schedule. Would the HCA
                           contract only allow a one hour minimum reimbursement on
                           the above example?

Sample          160        If an appointment is cancelled with less than 24 hours          Answer:
Contract pg                notice, is the interpreter required to arrive for the
27, 9b1                    appointment in order for HCA to be billed and the interpreter   No.
                           to be compensated?


Sample          161.       Note on no-shows and cancellations - in the example given       Answer:
Contract pg                on pg 28, does this mean the rate of pay would be 6 units or
29, 4                      1.5 hours?                                                      No-shows and
                                                                                           cancelations, if otherwise
                                                                                           payable, are reimbursed
                                                                                           within consecutive
                                                                                           appointment series at the
                                                                                           rates described in Section
                                                                                           9, In-Person No Show and
                                                                                           Cancelations (i.e. the rate
                                                                                           of two (2) units per
                                                                                           appointment).




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 52
 RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or    Number
     Issue
Sample          162.       Mileage reimbursement at ½ of the OFM current mileage          Answer:
Contract pg                reimbursement rate is not in line with standard business
29, 5b                     practices for independently contracted interpreters. Travel    The HCA interpreter
                           time for interpreters serving rural areas, which can           services program is an
                           sometimes be up to 4 hours round trip, must be taken into      optional program that is
                           consideration.                                                 offered to medical
                                                                                          providers to help them
                           How does HCA plan to serve the requests for Deaf, Deaf         secure needed
                           Blind and Hard of Hearing Medicaid clients residing in rural   interpreters. It is the
                           areas when sign language interpreters are unavailable or       medical provider’s
                           unwilling to accept and provide services in rural              responsibility, not HCA’s,
                           communities?                                                   to establish meaningful
                                                                                          communication with
                                                                                          patients. Medical
                                                                                          providers may choose to
                                                                                          use this contract or other
                                                                                          means to meet this
                                                                                          responsibility.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 53
 RFP Section,   Question                        Bidders Questions                           HCA Responses
   Exhibit or   Number
    Issue
Sample          163.       Union Dues - there is no Collective Bargaining Unit         Answer:
Contract pg                representing sign language interpreters. The contract
30                         referenced                                                  Revised
                           (http://interpretersunited.wfse.org/Docs/Interpreters_11-   Sign Language
                           13.pdf) is specifically for spoken language interpreters.   Interpreters are not
                                                                                       included in the definition of
                           Why would union dues be collected when there is no union    language access
                           representation for sign language interpreters?              providers, and are not in
                                                                                       the bargaining unit. There
                           How can non union members verify for themselves the         are no requirements in the
                           “prorated collective bargaining expense”?                   contract to collect dues
                                                                                       from Sign Language
                                                                                       Interpreters.

                                                                                       The Union is required to
                                                                                       provide a Hudson notice to
                                                                                       all non union members
                                                                                       detailing the calculation of
                                                                                       the representative fee that
                                                                                       is the “prorated collective
                                                                                       bargaining expense”.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 54
 RFP Section,   Question                        Bidders Questions                                 HCA Responses
  Exhibit or    Number
     Issue
Sample          164.       Performance Incentives - In reading this RFP, it appears         Answer:
Contract pg                that there are incentives for using the least costly mode of
32, 14                     communication access. The is concern that offering               No.
                           Contractors incentives may unduly influence decisions for
                           providing communication access.                                  Requestor’s, in
                                                                                            consultation with their
                           Is it the intention of this contract to promote the use of the   patients, have the
                           least effective mode of communication for the sake of saving     responsibility to select the
                           money?                                                           modality of interpretation
                                                                                            and ensure the mode is
                           Who will be responsible to confirm with the Medicaid             effective.
                           consumer and ensure that the mode of communication
                           selected is effective?                                           The kind of delays, if any,
                                                                                            is unknown at this time.
                           What kind of delays in medical service will this create when     Providing interpreter
                           VRI signed communication is not effective and there is a         services through VRI for
                           need to schedule an in-person interpreter?                       medical appointments is a
                                                                                            new service for this
                                                                                            contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 55
 RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or    Number
     Issue
Sample          165.       Overall Fill Rate - To clarify, does this fill rate percentage   Answer:
Contract pg                include a total of all modes of communication (telephonic,
32, 14b                    VRI and face to face)? OR will the fill rate be reflected        Yes, the fill rate includes all
                           independently for each?                                          modalities.

                           Under the current RFP, the no-fill rate for sign language        The HCA interpreter
                           interpreter requests has averaged between 68-72% since           services program is an
                           September of 2011. Because the new RFP contract for sign         optional program that is
                           language interpreters has not significantly changed, isn’t       offered to medical
                           HCA concerned about continued high no-fill rate?                 providers to help them
                                                                                            secure needed
                           Would a high no-fill rate indicate that HCA has not made a       interpreters. It is the
                           reasonable effort to sufficiently enlist enough sign language    medical provider’s
                           interpreters “so that care and services are available under      responsibility, not HCA’s,
                           the plan at least to the extent that such care and services      to establish meaningful
                           are available to the general population in the geographic        communication with
                           area” as mandated by section 1902(a)(30)(A) of the Social        patients. Medical
                           Security Act (the Act)?                                          providers may choose to
                                                                                            use this contract or other
                           Is HCA’s plan to shift the burden of enlisting sign language     means to meet this
                           interpreters onto the Contractor in order to satisfy federal     responsibility.
                           mandates?

Sample          166.        “All Subcontractors are required to maintain insurance with     Answer:
Contract pg                the same types and limits of coverage as required by the
36, 17e                    Contractor under this contract.” Does this mean                  Yes. Insurance
                           independently contracted interpreters would be required to       requirements remain as
                           have one of the following: General Liability, Workplace          stated.
                           Liability or Premises Liability IN ADDITION to Professional
                           Liability Insurance?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 56
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           167.       VRI modality for Deaf, Deaf Blind and Hard of Hearing          Answer:
                          Medicaid clients:
                                                                                         Please refer to RFP,
                          RFP K559 does not include or make easily or readily            Section 5 Mandatory
                          available the minimum technological requirements for the       Qualifications (4)
                          VRI system related to signed communication.                    Communications of the
                                                                                         RFP. The successful
                          Have the minimal technical requirements for effective visual   bidder(s) must be able to
                          communication been addressed? Where is this information        meet the requirements as
                          posted within the RFP in order to make those requirements      described in Title 28,
                          clear for potential Contractors, Subcontractors and            Judicial Administration
                          Requestors?                                                    CFR parts 35.160-35.164,
                                                                                         and as amended.
                          Several of the readiness protocols involve:
                                                                                         Bidders must demonstrate
                          Wireless connections                                           that these standards will be
                          Many medical environments use wireless connectivity in         met through the RFP
                          their network. Wireless connectivity for VRI signed            process and subsequent
                          communication has several limitations. The challenges of       negotiation period for
                          using wireless connections for VRI in medical settings         apparently successful
                          include:                                                       bidders.

                             ●   “Dead zones” within the facility where reception is
                                 not accessible; Signal interference with other
                                 medical equipment (e.g., portable x-ray machine,
                                 EKG monitor, etc.)
                             ●   Lower bandwidth generally associated with wireless
                                 connections
                             ●   Greater percentage of packet loss causing distorted
                                 and pixilated video output

                          These factors affect the video stream and can negatively
                          impact visual communication.
                          A typical stand-alone VRI unit will not work in all medical
                          settings.

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 57
RFP Section,   Question                        Bidders Questions                              HCA Responses
 Exhibit or    Number
   Issue

                          How have the above issues been addressed within the
                          RFP?

                          What process has HCA developed to authorize and approve
                          the VRI system/technology/equipment to be utilized by the
                          VRI Interpreter AND the Requestor for signed
                          communication?

None           168.       VRI - Requestor education                                      Answer :

                          What plan is in place to educate and train Requestors and      The contractor is required
                          staff on the use of VRI equipment, including the limitations   to provide outreach,
                          of VRI for signed communication in a medical setting?          training and orientation
                                                                                         according to the standards
                          Who is responsible for the purchase, care and updating of      set forth in the contract.
                          VRI harware and software within the Requestor’s office?
                          Who is responsible for the purchase, care and updating of      Medical providers have a
                          VRI hardware and software used by the VRI Interpreter?         responsibility to provide
                                                                                         training regarding the use
                                                                                         of VRI.

                                                                                         Requestors are
                                                                                         responsible for the
                                                                                         purchase, care and
                                                                                         updating of VRI hardware
                                                                                         etc. within the requestor’s
                                                                                         office.

                                                                                         It is within the contractor’s
                                                                                         discretion to determine
                                                                                         who is responsible for the
                                                                                         purchase, care and
                                                                                         updating of VRI hardware
                                                                                         and software used by the

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 58
RFP Section,   Question                        Bidders Questions                              HCA Responses
 Exhibit or    Number
   Issue
                                                                                       VRI interpreter.

None           169.       Do all contract interpreters need to become union members    Answer:
                          and pay union dues?
                                                                                       Language access
                                                                                       providers as defined in
                                                                                       RCW 41.56.030(11) are
                                                                                       represented by the Union,
                                                                                       and are subject to the
                                                                                       terms of the CBA.

None           170.       Do all contract interpreters need to have access to VRI in   Answer:
                          their own place of residence/work or should the company
                          provide such space for them?                                 This is a decision to be
                                                                                       made by the contractor(s).

Exhibit B      171.       In the RFP you mention that the user must provide a reason   Answer:
                          why they would not want to use the lowest cost available
                          solution. (Exhibit B - Sample Contract, 3. Statement of      No.
                          Work, g.1.c)

                          Does this mean that the Contractor would have to provide
                          this waiver (based on a User request) for any other
                          modality chosen, other than telephonic, which has the
                          lowest cost per minute?

None           172.       Are we able to bid only on the telephonic portion?           Answer:

                                                                                       No.

None           173.       Is ASL part of this RFP?                                     Answer:

                                                                                       Yes.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                Page 59
RFP Section,   Question                        Bidders Questions                                  HCA Responses
  Exhibit or   Number
   Issue
None           174.       Can you further explain the Contractor’s Service Area in the     Answer:
                          mandatory requirement: Maintain a business location in the
                          Contractor’s Service Area – If we are only providing             The contractor must have
                          telephonic services, do we still need to have an office there?   a Customer Services
                                                                                           Center established within
                                                                                           the Service Area for which
                                                                                           they are awarded a
                                                                                           contract.

None           175.       Is the Appointment Record Form required for telephonic           Answer:
                          and/or VRI interpreting?
                                                                                           Yes.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 60
RFP Section,   Question                         Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           176.       In Mandatory Requirements #15: For telephone and/or             Answer:
                          video, most of our interpreters do not live in Washington.
                          Will these things be required for them as well? (a) Are         A: For telephonic and VRI,
                          DSHS Authorized, Certified, or Recognized (per DSHS             the contractor may assign
                          database listings). (b) Have a valid Washington State           interpreters that are not
                          Unified Business Identifier (UBI) number or tax registration    Certified, Authorized, or
                          number. (c) Present, upon Request from a Requestor or           Recognized by DSHS if a
                          Client, picture identification and DSHS certificate or          state Certified, Authorized
                          authorization letter at all interpreter service appointments.   or Recognized interpreter
                                                                                          is not available, and the
                                                                                          assigned interpreter has
                                                                                          other interpreter
                                                                                          certifications that are
                                                                                          deemed to meet state
                                                                                          standards.

                                                                                          B: Yes. They are required
                                                                                          to obtain appropriate
                                                                                          licensing per DOR:
                                                                                          http://bls.dor.wa.gov/file.as
                                                                                          px.

                                                                                          C: This requirement
                                                                                          pertains to in-person
                                                                                          appointments. If asked, it
                                                                                          would be the Contractor’s
                                                                                          responsibility to produce
                                                                                          this for VRI and telephonic.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 61
RFP Section,   Question                         Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           177.       For Mandatory Requirement #18: We do not share our              Answer:
                          interpreters’ personal contact information. Is this requiring
                          that we do share this information?                              Yes, if your interpreters
                                                                                          meet the definition of a
                                                                                          language access providers
                                                                                          as defined in RCW
                                                                                          41.56.030(11).
None           178.       HCA/DSHS total expenditures reported for SFY 11 =               Answer:
                          $13,010,000 and the total 2012-2014 contract maximum
                          equals $17,300,000, this means that the actual 1 years          The $17,300,000 is for
                          expenditures in SFY 11, equals almost 75% of the projected      HCA’s portion of the
                          2 year expenditures for SFY 2012-2014. Where does               contract, per the Medicaid
                          HCA/DSHS expect to achieve such significant savings over        forecast, and does not
                          a 2 year period given the high number of total expenditures     include an amount for
                          represented in SFY 11?                                          DSHS.

                                                                                          The actual/forecast
                                                                                          amounts for HCA are:
                                                                                          SFY 10: $11,475,000
                                                                                          SFY 11: $10,550,000
                                                                                          (down 8.1%)
                                                                                          SFY 12: $9,646,000 (down
                                                                                          8.6%)
                                                                                          SFY 13: $7,640,000 (down
                                                                                          20.8%)




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 62
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           179.       This appears to be a Cost Reimbursement contract as               Answer:
                          opposed to a Fee-for-Service contract as it has been in the
                          past. Through Health Care Reform, the number of                   The Medicaid forecast
                          Washington State residents who will qualify for Medicaid is       uses expenditure and
                          expected to increase dramatically, how will this type of          client eligibility data, not
                          contract accommodate for the increased number of                  encounter data. The
                          encounters (direct services) that will likely occur through the   forecast reflects a
                          growth in the number of residents covered by Medicaid?            downward trend from SFY
                                                                                            10. If the trend reverses,
                                                                                            the next forecast will
                                                                                            address it. The next
                                                                                            forecast is set for October
                                                                                            2012.

None           180.       Brokers have experienced significant fluctuation in requests      Answer:
                          for interpreter services as the State of Washington has
                          proposed to eliminate this program several times over the         The Medicaid forecast
                          past two years. Communications with the medical                   uses expenditure and
                          community and Brokers have stated the program would               client eligibility data, not
                          discontinue which resulted in decreased requests and then         encounter data. The
                          when it was determined that services would continue to be         forecast reflects a
                          covered by HCA, requests would spike. Overall this has            downward trend from SFY
                          resulted in the inability to determine what the actual service    10. If the trend reverses,
                          need is and it is reasonable to expect that the number of         the next forecast will
                          encounters could dramatically increase when it appears that       address it. The next
                          the program will be more stable and contracts will continue       forecast is set for October
                          for longer than six months. The number of encounters              2012.
                          projected for the two year statewide contract are to be
                          440,000 statewide encounters, the number of encounters
                          provided in the two year historical data were 449,300.
                          Given the uncertainty of these services over the past two
                          years, what assumptions were made to determine that
                          encounters would actually decrease by approximately 2%
                          over the two year contract period rather than increase?


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 63
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           181.       HCA has proposed a more than 30% cut in the state budget         Answer:
                          for interpreter services, yet Coordinating Entities will be
                          required to develop a plan and report on their outreach          HCA reserves the right to
                          activities to Providers to ensure a broad awareness that         make programmatic
                          interpreter services are available for Medicaid clients, which   decisions based upon
                          one could reasonably anticipate would raise encounter            program expenditures at
                          numbers and costs. How does HCA plan to pay for the              that time.
                          potential increase in services that are generated through
                          these outreach efforts?

None           182.       Will all direct services be paid regardless of the contract      Answer:
                          maximum or will direct services be discontinued when the
                          contract maximum is depleted, even if this occurs prior to       The contract maximum
                          the end of the contract period? If no, how will the services     serves as a guide.
                          be paid?                                                         Revisions to the contract
                                                                                           maximum (not rates) may
                                                                                           be necessary to account
                                                                                           for caseload changes.

None           183.       Is legislation being implemented that would dramatically         Answer:
                          reduce the number of Medicaid eligible services covered by
                          the Interpreter Services program?                                At this time, HCA is not
                                                                                           aware of any legislation of
                                                                                           this type.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 64
 RFP Section,    Question                        Bidders Questions                               HCA Responses
   Exhibit or    Number
     Issue
RFP Pg. 5, 2.    184.       What is the likelihood that these modalities will be included   Answer:
General                     as part of the CBA at a rate that will actually achieve the
Background                  savings expected to reduce the overall service costs?           HCA is determined to meet
Paragraph 3                                                                                 the legislatively determined
indicates that                                                                              savings, and has
the state                                                                                   expanded the scope of
would need to                                                                               potentially lower cost
bargain                                                                                     modalities as one of many
subjects of                                                                                 means to achieve savings.
Video Remote
Interpreting
and
telephonic
interpreting.

RFP Pg. 5, 2.    185.       Will the Contractor only be able to engage members of the       Answer:
General                     CBA to provide all modalities under the contract or can a
Background                  separate contracted provider be used to provide Video           HCA is not aware of a
Paragraph 3                 Remote and Telephonic Interpreting services?                    requirement that requires
indicates that                                                                              the contractor to only
the state                                                                                   “engage” members of the
would need to                                                                               CBA to provide all
bargain                                                                                     modalities.
subjects of
Video Remote
Interpreting
and
telephonic
interpreting.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 65
 RFP Section,     Question                         Bidders Questions                                     HCA Responses
   Exhibit or     Number
     Issue
RFP Pg. 5, 2.     186.       It is our understanding that the medical community may be           Answer:
General                      reluctant to utilize all modalities for interpreter services and
Background                   in fact, the Sample Contract states that providers are              Contractors may pursue
Paragraph 3                  allowed to request a specific modality with only simple             provider outreach training
indicates that               justification required if the modality selected is not the lowest   and education
the state                    cost. Additionally, there could be a significant cost outlay for    opportunities to inform
would need to                providers to implement Video Remote Interpreting, which             requestors of the
bargain                      may also dissuade them from exploring use of this method.           availability and benefits of
subjects of                  Given that the decision for the modality of providing the           each modality.
Video Remote                 service rests with the Requestor, what control does the
Interpreting                 Contractor have to help reduce service cost and to be
and                          eligible for the Incentive as outlined in the Sample Contract?
telephonic
interpreting.

Historical        187.       What is the monthly A-19 data submitted by existing                 Answer:
Information:                 brokers, broken out by Sign Interpreter Services Dollars,
HCA’s                        Spoken Interpreter Service Dollars, Sign Interpreter                Revised
Interpreter                  Language Agency Fee, Spoken Interpreter Language                    Sign Language services
Services                     Agency Fee and Administration Dollars for SFY 2011?                 were not included in HCA
brokerage                                                                                        contracts in SFY 2011; this
program is                                                                                       data is not available.
currently
operating                                                                                        Language Agency fees
statewide                                                                                        were not included in HCA
under                                                                                            contracts in SFY 11; this
contracts with                                                                                   data is not available.
six (6)
contractors for                                                                                  Spoken Language data for
the state’s                                                                                      SFY 11 is as follows:
thirteen (13)
services                                                                                         Jan – June 2011
regions.
                                                                                                         Administration
                                                                                                          Dollars

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                            Page 66
RFP Section,   Question         Bidders Questions          HCA Responses
 Exhibit or    Number
   Issue
                                                            approximate
                                                            $918,000.

                                                           Interpreter Services
                                                            Dollars =
                                                            $5,245,000

                                                    July – Dec 2010

                                                           Administration
                                                            Dollars
                                                            approximate
                                                            $920,000.

                                                           Interpreter Services
                                                            Dollars
                                                            approximate
                                                            $5,926,000




K559 – Amendment 2 - Reposted
Question and Answers                                                               Page 67
 RFP Section,     Question                         Bidders Questions                                HCA Responses
   Exhibit or     Number
      Issue
Historical        188.       If the above information is not available, will you please, at a   Answer:
Information:                 minimum, provide the amount spent on administration for
HCA’s                        SFY 11 and the amount spent on direct services for SFY 11          See answer to question
Interpreter                  that accounts for the total expenditures of $13,010,000?           187.
Services
brokerage
program is
currently
operating
statewide
under
contracts with
six (6)
contractors for
the state’s
thirteen (13)
services
regions.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 68
 RFP Section,       Question                         Bidders Questions                                  HCA Responses
   Exhibit or       Number
      Issue
Historical          189.       What is the number of Interpreters, by language, in each          Answer:
Information:                   existing region?
HCA’s                                                                                            HCA does not currently
Interpreter                                                                                      track this information. This
Services                                                                                         information may be
brokerage                                                                                        requested through LTC
program is                                                                                       (Language Testing and
currently                                                                                        Certification) at:
operating                                                                                        dshsct@dshs.wa.gov.
statewide
under
contracts with
six (6)
contractors for
the state’s
thirteen (13)
services
regions.

RFP Pg.6            190.       To clarify, does this statement in the RFP mean that HCA          Answer:
3. Project                     intends that the Contractors will bid on, and employ the use
Scope                          of all modalities in the delivery of interpreter services under   Yes.
HCA seeks                      this contract, but DSHS encounters would only include in-
responses to                   person spoken language interpreters?
this RFP from
entities....”Inte
rpreter
Services
Service Area.
At this time,
DSHS intends
to use the
contract(s)...”s
poken
language

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                            Page 69
 RFP Section,       Question                        Bidders Questions                                  HCA Responses
  Exhibit or        Number
     Issue
only”.

RFP Pg.6            191.       Based on the requirement that Video Remote and                   Answer:
3. Project                     Telephonic Interpreting are required to be bargained prior to
Scope                          implementation, at what point in the contract period does        By the contract start date.
HCA seeks                      HCA expect the Contractor will begin to utilize all modalities
responses to                   under the contract?
this RFP from
entities....”Inte
rpreter
Services
Service Area.
At this time,
DSHS intends
to use the
contract(s)...”s
poken
language
only”.
RFP Pg.6            192.       To clarify is it HCA’s expectation that sign language            Answer:
3. Project                     interpretation be included in this proposal and administrated
Scope                          for Medicaid covered medical appointments under this             Yes.
HCA seeks                      contract?
responses to
this RFP from
entities....”Inte
rpreter
Services
Service Area.
At this time,
DSHS intends
to use the
contract(s)...”s
poken
language

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 70
 RFP Section,       Question                         Bidders Questions                                HCA Responses
  Exhibit or        Number
     Issue
only”.

RFP Pg.6            193.       Based on current experience of several Washington State           Answer:
3. Project                     Brokers sign-language interpreter encounters have resulted
Scope                          in a high level of no-fill rates as a result of the 2011 change   The rates remain as stated
HCA seeks                      in reimbursement structure for these services. Is HCA             in Exhibit B.
responses to                   reconsidering rates paid for sign-language interpreting
this RFP from                  services to better support services for the deaf and hard of
entities....”Inte              hearing populations?
rpreter
Services
Service Area.
At this time,
DSHS intends
to use the
contract(s)...”s
poken
language
only”.
RFP Pg.6            194.       If the answer to the previous question is “no”, what, if any      Answer:
3. Project                     consideration will be given to the Contractor in terms of
Scope                          performance measurement and penalties for unfilled                The requirement will
HCA seeks                      encounters which is significantly skewed by the lack of sign      remain as stated in the
responses to                   language interpreters willing to accept encounters under the      Exhibit B.
this RFP from                  current pay structure?
entities....”Inte
rpreter
Services
Service Area.
At this time,
DSHS intends
to use the
contract(s)...”s
poken
language

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 71
 RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or    Number
     Issue
only”.

RFP Pg. 8,      195.       The CBA does not currently call out specific requirements         Answer:
Project Scope              like licensing, UBI and tax registration numbers. Nor does
(14) Ensure                the CBA point out the required types and levels of liability      Revised
and document               insurance coverage (as outlined in the Sample Contract), or       The scope of collective
that                       Industrial and Unemployment Insurance requirements that           bargaining for language
contracted                 are required of independent contractors. Does HCA know if         access providers is
Interpreters:              Interpreters covered under the CBA currently meet these           specified in RCW
                           requirements? If not, will these requirements be considered       41.56.510.2(c).
                           Mandatory Subjects of Bargaining or does HCA expect that
                           these requirements will result in a re-negotiated pay             These are contract
                           structure for interpreters?                                       requirements, not CBA
                                                                                             requirements.


RFP Pg. 10,     196.       Does the Contractor have discretion in which Interpreters its     Answer:
Section 4                  subcontracts with to provide all modalities of interpreting, or
Mandatory                  will it be required to subcontract only with members of the       The contractor has the
Requirements               CBA?                                                              discretion to determine
C & D & 18                                                                                   whom to contract with,
                                                                                             subcontract with, hire, etc.
                                                                                             to provide the services
                                                                                             required by the contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 72
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
    Issue
RFP Pg. 10,    197.       The current Brokers were required to provide HCA                 Answer:
Section 4                 documentation of any corrective or disciplinary measures
Mandatory                 taken as a result of Interpreter performance issues. Will        The contractor will provide
Requirements              HCA be developing a consistent set of disciplinary               HCA their complaint and
C & D & 18                measures/practices to be used statewide to address               corrective action policies
                          Interpreter performance issues or will this be a mandatory       which will be reviewed and
                          subject of bargaining?                                           approved by HCA.

RFP Pg. 10,    198.       If the Contractor imposes corrective or disciplinary action or   Answer:
Section 4                 holds meetings with Interpreters that could lead to such
Mandatory                 action, will the Interpreter have the right to Union             There is nothing in the
Requirements              Representation during those meetings and at whose                collective bargaining
C & D & 18                expense? If so, what will the procedures be for requesting       agreement that provides
                          representation and will reasonable timeframes for including      this right to independent
                          Union Representatives in these meetings be developed?            contractors.

RFP Pg. 10,    199.       What role, if any, will the Contractor have in Union             Answer:
Section 4                 Grievance processes and in the Union-Management
Mandatory                 Committee?                                                       The contractor may be
Requirements                                                                               asked to provide
C & D & 18                                                                                 information to the state for
                                                                                           grievances and Union
                                                                                           Management Committee
                                                                                           purposes, but the
                                                                                           Contractor(s) are not
                                                                                           required to participate as
                                                                                           members on the
                                                                                           committee.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 73
RFP Section,   Question                         Bidders Questions                               HCA Responses
  Exhibit or   Number
    Issue
RFP Pg. 10,    200.       Is there a union Initiation Fee? If so, will the Contractor be   Answer:
Section 4                 responsible for collecting and submitting those fees to the
Mandatory                 union?                                                           Revised
Requirements                                                                               AFSCME/WFSE Council
C & D & 18                                                                                 28 does not have an
                                                                                           initiation fee.

RFP Pg. 10,    201.       How will the Contractor be notified of which interpreters are    Answer:
Section 4                 covered by the CBA at the time the contract is implemented
Mandatory                 and as interpreters join the union throughout the life of the    All language access
Requirements              contract?                                                        providers as defined in
C & D & 18                                                                                 RCW 41.56.030(11) are
                                                                                           covered by the CBA.

RFP Pg. 10,    202.       What are the monthly union dues and are they pro-rated on        Answer:
Section 4                 membership start date?
Mandatory                                                                                  Revised
Requirements                                                                               WFSE/AFSCME Council
C & D & 18                                                                                 28 dues are 1.5% of what
                                                                                           an interpreter earns at
                                                                                           assignments covered by
                                                                                           the collective bargaining,
                                                                                           up to a maximum of $76.50
                                                                                           per month.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 74
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
    Issue
RFP Pg. 10,    203.       Should the Contractor assume that at the time they begin       Answer:
Section 4                 the contract that all union members will be current on the
Mandatory                 payment of their union dues and that they will be properly     This is a responsibility of
Requirements              licensed and insured?                                          the contractor to
C & D & 18                                                                               determine.

RFP Pg. 10,    204.       What will be fee for contracted interpreters who do not join   Answer:
Section 4                 the union and will those be pro-rated based on start date?
Mandatory                                                                                Revised
Requirements                                                                             All language access
C & D & 18                                                                               providers who work at
                                                                                         assignments covered by
                                                                                         the collective bargaining
                                                                                         must choose to become a
                                                                                         dues-paying member or a
                                                                                         representative fee payer.
                                                                                         Dues and fees are each a
                                                                                         fixed percentage of what
                                                                                         an interpreter earns while
                                                                                         working at assignments
                                                                                         covered by the collective
                                                                                         bargaining agreement. The
                                                                                         specific fee for language
                                                                                         access providers will be
                                                                                         calculated by WFSE/
                                                                                         AFSCME Council 28.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 75
RFP Section,   Question                        Bidders Questions                                  HCA Responses
  Exhibit or   Number
    Issue
RFP Pg. 10,    205.       What happens if a contracted interpreter does not complete       Answer:
Section 4                 enough encounters to cover the cost of monthly union dues
Mandatory                 or fees?                                                         Revised
Requirements                                                                               Dues and fees are each a
C & D & 18                                                                                 fixed percentage of what
                                                                                           an interpreter earns while
                                                                                           working at assignments
                                                                                           covered by the collective
                                                                                           bargaining agreement.

RFP Pg. 10,    206.       Assuming interpreters can provide services between the two       Answer:
Section 4                 state regions, and two separate Contractors are selected,
Mandatory                 which Contractor will be responsible for the collection and      Dues are calculated on
Requirements              remittance of union dues and fees?                               each encounter. Both
C & D & 18                                                                                 contractors would be
                                                                                           required to remit dues and
                                                                                           fees.
RFP Pg. 10,    207.       The current Brokers are required to collect one completed        Answer:
Section 4                 background check from a new interpreter and share that
Mandatory                 documentation with other Brokers to avoid duplication of         Yes.
Requirements              costs and paperwork for the interpreters. Under the new
C & D & 18                contract will this practice continue? Will this requirement be
                          the same for the Interpreter Code of Ethics, HIPAA
                          requirements, licensing and insurance?

RFP Pg. 10,    208.       Can CBA members strike? If so, what processes are                Answer:
Section 4                 expected to be followed by the Contractor be expected to
Mandatory                 follow in filling requests?                                      Nothing in the law grants
Requirements                                                                               an independent contractor
C & D & 18                                                                                 the right to strike.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 76
RFP Section,      Question                         Bidders Questions                                  HCA Responses
  Exhibit or      Number
    Issue
RFP Pg. 10,       209.       Would it be considered a conflict of interest if Union            Answer:
Section 4                    Officials, Board Members or Trustees were also
Mandatory                    subcontracted interpreters under this contract considering        The Bidder may consult
Requirements                 they will be involved in bargaining under the CBA?                their legal counsel for
C & D & 18                                                                                     advice regarding this
                                                                                               question.

RFP Pg. 10,       210.       As a business it is typical practice to conduct professional      Answer:
Section 4                    references on a contractor before entering into a contract,
Mandatory                    can we assume this practice will be supported by                  This is the contractor’s
Requirements                 HCA/DSHS when subcontracting with interpreters?                   decision to determine.
C & D & 18

RFP Pg. 10,       211.       To clarify in the definition in RCW 41.56.510 (4) does this       Answer:
Section 4                    include parties who contract with HCA?
Mandatory                                                                                      Yes.
Requirements
C & D & 18

RFP Pg. 11,       212.       Can the Customer Service Center in a service region be a          Answer:
5. Mandatory                 satellite office or does the main customer service center
Qualifications,              have to reside within the service region?                         The Customer Services
A1                                                                                             Center must be
                                                                                               established within the
                                                                                               Service Area(s) for which
                                                                                               the contractor has the
                                                                                               contract.

RFP Pg. 23,       213.       Is it the intent that the Bidder will describe how they propose   Potential Answer:
Section B                    to meet the Mandatory Requirements in Section A,
Procurement                  Summary of Project #4 since many of these are new                 Yes.
Process, 14.                 requirements outlined in the Sample Contract and would not
Mandatory                    necessarily be in place at the time the Mandatory Letter of
Letters of                   Intent is submitted?
Intent (6)

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 77
 RFP Section,    Question                        Bidders Questions                                 HCA Responses
  Exhibit or     Number
    Issue
RFP Pg. 26,      214.       Many requirements of the Letter of Submittal, as they             Answer:
Section B                   pertain to subcontractors (ie: k, l, m, o, and q), seem to
Procurement                 suggest that these subcontractors will already be known           Revised
Process, 16.                and/or be in place at the time the Letter of Submittal is due     Bidders are to provide all
(MR) Letter of              (April 4th), yet it seems unlikely that all of this information   information known to them
Submittal                   and/or subcontractors will actually be in place and/or            at the time, or information
                            determined by the Bidder as of April 4th. Can the Bidder’s        of what would be in place
                            Letter of Submittal address what subcontractors are known         at the time of Contract
                            at the time of submittal, and/or may be in place at the time of   award.
                            the contract award and how the Bidder will ensure it meets
                            all the requirements outlined in this section?

RFP Pg. 26,      215.       What is the definition of “major” subcontractor and does it       Answer:
Section B                   include subcontracted interpreters?
Procurement                                                                                   Revised
Process, 16.                                                                                  See Edit to the RFP where
(MR) Letter of                                                                                we defined that major
Submittal                                                                                     contractor does not include
                                                                                              the Interpreters
                                                                                              themselves.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 78
 RFP Section,      Question                       Bidders Questions                         HCA Responses
    Exhibit or     Number
     Issue
RFP Pg. 36,        216.       Where in the RFP are the historical cost and encounter   Answer:
Section C:                    forecast by VRI and telephonic located?
Proposal                                                                               This data is not available
Contents, C2                                                                           since the provision of
Service Costs                                                                          interpreter services
“The Bidder’s                                                                          through telephonic and
calculations                                                                           VRI for medical
should be                                                                              appointments is a new
based on the                                                                           contract requirement.
information
provided in
this RFP,
including the
history of
operations
and the
Encounter
forecast as
provided in
the funding
section of the
RFP.” “The
Bidder’s
Service Cost
is the total all
inclusive rate
that will be
paid per
minute for VRI
and
telephonic
modalities.”




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                Page 79
 RFP Section,      Question                        Bidders Questions                             HCA Responses
    Exhibit or     Number
     Issue
RFP Pg. 36,        217.       How can a Bidder reasonable determine the feasibility of      Answer:
Section C:                    administering the contract for the total expected contract
Proposal                      maximum outlined (inclusive of administration and direct      The bidder is to base their
Contents, C2                  service), when there is no history to evaluate the level of   proposal on the
Service Costs                 VRI and telephonic that would be used and no date certain     information provided in the
“The Bidder’s                 when it will be available to be used, and whether or not      RFP and Exhibits.
calculations                  Requestors will utilize these modalities?
should be
based on the
information
provided in
this RFP,
including the
history of
operations
and the
Encounter
forecast as
provided in
the funding
section of the
RFP.” “The
Bidder’s
Service Cost
is the total all
inclusive rate
that will be
paid per
minute for VRI
and
telephonic
modalities.”




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 80
 RFP Section,    Question                        Bidders Questions                                 HCA Responses
   Exhibit or    Number
    Issue
RFP Pg. 40,      218.       For clarification purposes, is each presentation expected to    Answer:
Section D:                  last up to 6 hours?
Evaluation, 5.                                                                              Yes.
Semi-finalists
Presentations
(d)

RFP Pg. 40,      219.       What are the parameters of the presentation of the Bidders      Answer:
Section D:                  on-line scheduling system, what components of the system
Evaluation, 5.              will need to be demonstrated?                                   Per the RFP document,
Semi-finalists                                                                              Section D. Evaluation, 5.
Presentations                                                                               Semi-finalists
(d)                                                                                         Presentations, c.
                                                                                            Presentation Panel
                                                                                            Questions it states in part
                                                                                            “standard questions will be
                                                                                            disclosed to Bidders in
                                                                                            advance of their
                                                                                            presentation”.

Sample           220.       For the purposes of this Purchased Services Contract, is the    Answer:
Contract,                   Contractor considered to have vendor relationship with HCA
Exhibit B, Pg.              or a sub-recipient relationship?                                Revised
1                                                                                           Vendor.

Sample           221.       What outlying areas (i.e. Gresham) are considered, if any, to   Answer:
Contract,                   be part of Portland?
Exhibit B, Pg.                                                                              Revised
3 “Bordering                                                                                The areas considered to
Cities”                                                                                     be part of Portland are
                                                                                            those that have a Portland
                                                                                            zip code.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 81
 RFP Section,    Question                        Bidders Questions                                 HCA Responses
   Exhibit or    Number
     Issue
Sample           222.       If a qualified interpreting appointment is needed outside of    Answer:
Contract,                   the bordering cities as defined, what is the process the
Exhibit B, Pg.              Contractor would follow for obtaining approval to schedule      This would not be a
3 “Bordering                the appointment?                                                qualified interpreting
Cities”                                                                                     appointment, and not
                                                                                            covered through this
                                                                                            contract.

Sample           223.       The definition states “the amount paid to the Interpreter for   Answer:
Contract,                   interpreter services as established by this Contract”. Does
Exhibit B, Pg.              this definition mean the rates determined by the CBA?           No, the CBA only
5 “Interpreter                                                                              establishes rates for
Service Rate”                                                                               interpreters that meet the
                                                                                            definition of language
                                                                                            access provider in RCW
                                                                                            41.56.030(11).

Sample           224.       The description of Service Area 1 & 2 provided, do not          Answer:
Contract,                   include Kitsap and Wahkiakum Counties. Is it correct to
Exhibit B, Pg.              assume these counties are covered by Service Area 1?            Revised
9 Statement                                                                                 Yes, Exhibit B, Sample
of Work (a)                                                                                 Contract has been edited
Service Area                                                                                to reflect this.

Sample           225.       There are no requirements or processes listed for accepting     Answer:
Contract,                   after-hour interpreter requests, are we to assume there is no
Exhibit B, Pg.              requirement for the Contractor to respond to after-hour         Yes.
9 Statement                 requests?
of Work (c.2 &
3) Customer
Service
Requirements




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 82
 RFP Section,    Question                        Bidders Questions                                   HCA Responses
   Exhibit or    Number
     Issue
Sample           226.       Will HCA require a review and approval of the Contractor          Answer:
Contract,                   Complaint and Corrective Action Procedures prior to
Exhibit B, Pg.              orienting interpreters before they provide service under this     Yes.
12/Contractin               contract?
g with
Interpreters

Sample           227.       What information/identification is a “Recognized” interpreter     Answer:
Contract,                   required to present to a Requestor or Client upon their
Exhibit B, Pg.              request?                                                          The official documentation
13 Statement                                                                                  issued by LTC.
of
Work/Contract
ing with
Interpreters

Sample           228.       Is it possible for a client to become “ineligible” for services   Answer:
Contract,                   between the time the verification of the covered appointment
Exhibit B, Pg.              and the verification of client eligibility occurs (2 business     Yes, if a request is made at
15 Statement                days prior) and the time of the actual appointment?               the end of the month for
of Work (i1 &                                                                                 the provision of services
2 and j, 1a &                                                                                 for the following month. By
2)                                                                                            verifying client eligibility,
                                                                                              the contractor should be
                                                                                              aware of the date for which
                                                                                              a client’s eligibility will
                                                                                              terminate.

Sample           229.       Are all interpreters performing any of the modalities required    Answer:
Contract,                   to be Certified, Authorized, Recognized?
Exhibit B, Pg.                                                                                No. See Exhibit B, Sample
15 Statement                                                                                  Contract, j. HCA Assigning
of Work (i1 &                                                                                 and Communicating
2 and j, 1a &                                                                                 Interpreting Modality, (1)
2)                                                                                            (a) for exceptions.

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 83
 RFP Section,    Question                        Bidders Questions                            HCA Responses
   Exhibit or    Number
    Issue
Sample           230.       What are acceptable justifications to allow Requestors to   Answer:
Contract,                   request a higher cost interpreter modality?
Exhibit B, Pg.                                                                          The modality of
15 Statement                                                                            interpretation selected by
of Work (i1 &                                                                           the requestor will be
2 and j, 1a &                                                                           provided by the contractor
2)                                                                                      if the modality is available
                                                                                        to the requestor.

                                                                                        HCA will consult with the
                                                                                        apparently successful
                                                                                        bidder(s) during the
                                                                                        negotiation phase and
                                                                                        provide further information
                                                                                        regarding documentation
                                                                                        that may be provided from
                                                                                        requestors.

Sample           231.       To clarify, items a-e the only circumstances in which a     Answer:
Contract,                   Requestor can request a specific interpreter for an
Exhibit B, Pg.              appointment?                                                No.
16 Statement
of Work (l &
id)

Sample           232.       Does this mean the Requestor can request a specific         Answer:
Contract,                   interpreter by name such as John Doe? Or does this mean
Exhibit B, Pg.              that the Requestor can for example request a male           Yes, the requester may
16 Statement                interpreter vs. a female interpreter?                       request a specific
of Work (l &                                                                            interpreter by name or
id)                                                                                     gender.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 84
 RFP Section,    Question                         Bidders Questions                              HCA Responses
    Exhibit or   Number
     Issue
Sample           233.       What authority does a Contractor have to identify an         Answer:
Contract,                   interpreter’s religious belief?
Exhibit B, Pg.                                                                           None.
16 Statement
of Work (l &
id)

Sample           234.       Can a Requestor or client refuse to utilize a particular     Answer:
Contract,                   interpreter?
Exhibit B, Pg.                                                                           Yes.
16 Statement
of Work (l &
id)

Sample           235.       What does authorized Requestor’s full name mean, ie:         Answer:
Contract,                   facility name, staff member name, both?
Exhibit B, Pg.                                                                           Both.
17 Statement
of Work (n2e)

Sample           236.       Based on the requirement that documentation is required      Answer:
Contract,                   when a specific interpreter is requested (see questions in
Exhibit B, Pg.              previous section above) will this information need to be     The contractor must
17 Statement                tracked and reported in any way?                             document all interpreter
of Work (n2e)                                                                            services requests. HCA
                                                                                         reserves the right to make
                                                                                         future modifications to the
                                                                                         data the Contractor is
                                                                                         required to capture and
                                                                                         report.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 85
 RFP Section,     Question                        Bidders Questions                                HCA Responses
   Exhibit or     Number
    Issue
Sample            237.       What does who canceled the appointment mean, ie: facility      Answer:
Contract,                    name, staff member name, client cancel through facility?
Exhibit B, Pg.                                                                              This means the name of
18 Statement                                                                                the requestor that cancels
of Work (3diii)                                                                             the appointment. See
                                                                                            Exhibit B, Sample Contract
                                                                                            1. Definitions Specific to
                                                                                            Special Terms, j. for a
                                                                                            definition of cancelled
                                                                                            appointment.

Sample            238.       Can the Operating Procedures manual be provided to             Answer:
Contract,                    Interpreters electronically or via the Contractor’s website?
Exhibit B, Pg.                                                                              The contractor(s) will
19 Statement                                                                                determine how the
of Work (01)                                                                                operating procedures are
                                                                                            provided, but must ensure
                                                                                            the standards are met.

Sample            239.       Does interpreter hours billed during this period mean a        Answer:
Contract,                    cumulative 60 minutes equals 1 hour? If not, please define.
Exhibit B, Pg.                                                                              Yes.
22 Statement
of Work (2aiI)

Sample            240.       What is meant by the Performance section and who is the        Answer:
Contract,                    Purchaser as referred to in this section?
Exhibit B, Pg.                                                                              Purchaser as referred to in
23 Statement                                                                                this section means
of Work (6 5 &                                                                              HCA/DSHS or any other
c1a)                                                                                        future state entity using
                                                                                            this contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 86
 RFP Section,    Question                         Bidders Questions                                HCA Responses
   Exhibit or    Number
     Issue
Sample           241.       Will the contract maximum be renegotiated if the CBA              Answer:
Contract,                   interpreter service rate is increased when the bargaining
Exhibit B, Pg.              agreement is renegotiated in 2013?                                Yes, depending on what
23 Statement                                                                                  HCA and the Union agree
of Work (6 5 &                                                                                to in the CBA.
c1a)

Sample           242.       Is HCA’s intention to move all billing for interpreter services   Answer:
Contract,                   to the ProviderOne system and if so, when and will training
Exhibit B, Pg.              be provided for the Contractors on how to use the system?         Yes, for HCA all billing for
25 Statement                                                                                  interpreter services will be
of Work (7.                                                                                   through the ProviderOne
a1a & a2a)                                                                                    system. Yes, training will
                                                                                              be provided.
Sample           243.       Does the HCA and DSHS billing processes require                   Answer:
Contract,                   completion and submittal of 2 separate A-19’s, one to each
Exhibit B, Pg.              of the agencies listed? If so, what authority does the            No, HCA billing will be
25 Statement                Contractor have under this contract to bill services to           through the ProviderOne
of Work (7.                 DSHS?                                                             system, not through A-19.
a1a & a2a)

Sample           244.       Are contractor administrator costs invoiced based on a 24-        Answer:
Contract,                   month equivalent of the negotiated administrative rate or
Exhibit B, Pg.              based on actual monthly administrative costs?                     This is based on the 24
26 Statement                                                                                  month equivalent of the
of Work (7.b)                                                                                 negotiated administrative
                                                                                              amount.

Sample           245.       Is it intended that administration will be billed through a       Answer:
Contract,                   monthly A-19 process or through the ProviderOne system?
Exhibit B, Pg.                                                                                Through the ProviderOne
26 Statement                                                                                  system.
of Work (7.b)



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                         Page 87
 RFP Section,    Question                         Bidders Questions                                 HCA Responses
   Exhibit or    Number
    Issue
Sample           246.       Is it intended that the administration will be billed separately   Answer:
Contract,                   to HCA and DSHS?
Exhibit B, Pg.                                                                                 No. The Contractor is
26 Statement                                                                                   required to bill HCA.
of Work (7.b)

Sample           247.       If an interpreter revokes their authorization to deduct union      Answer:
Contract,                   dues should the Contractor then assume they can no longer
Exhibit B, Pg.              utilize this interpreter to perform services under this            The law does not require
31 Statement                contract?                                                          the interpreter to authorize
of Work                                                                                        the deduction.
(11.e1b)

Sample           248.       What payments made by HCA would be disputed between                Answer:
Contract,                   an Authorized Requestor and the Contractor?
Exhibit B, Pg.                                                                                 HCA does not anticipate
31 Statement                                                                                   disputes occurring
of Work (13. a                                                                                 between authorized
& b)                                                                                           requestor and the
                                                                                               contractor, as authorized
                                                                                               requestor(s) are not
                                                                                               involved in the payment
                                                                                               process for interpreter
                                                                                               services. However, this
                                                                                               section defines the dispute
                                                                                               process if a dispute
                                                                                               between these two parties
                                                                                               were to occur.

Sample           249.       Are disputes regarding services provided to medical                Answer:
Contract,                   providers in the form of complaints of services provided by
Exhibit B, Pg.              interpreters expected to be directed to HCA for resolution or      This section on disputes
31 Statement                does this question refer to complaints regarding services          refers solely to payment
of Work (13. a              performed directly by the Contractor?                              disputes.
& b)

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                          Page 88
 RFP Section,    Question                         Bidders Questions                                 HCA Responses
   Exhibit or    Number
    Issue
Sample           250.       If the Requestors do not select Video Remote or Telephone        Answer:
Contract,                   Interpreting modalities and/or there is no bargaining
Exhibit B, Pg.              agreement reached on providing these modalities, how will        The performance incentive
32 Statement                the Incentive baseline be developed or will it be revised to     requirements remain as
of Work (14.                offer a different Incentive option?                              stated at this time.
a)

Sample           251.       If a Contractor is eligible for an Incentive where do the        Answer:
Contract,                   dollars for payment of the Incentive come from?
Exhibit B, Pg.                                                                               State and Federal funds.
32 Statement
of Work (14.
a)

Sample           252.       Is the overall fill rate penalty based on spoken language        Answer:
Contract,                   interpreting only?
Exhibit B, Pg.                                                                               No, this is based upon
32 - 33                                                                                      spoken and sign language
Statement of                                                                                 interpreting.
Work (14. b)

Sample           253.       “Either party who has a dispute concerning this Contract         Answer:
Contract,                   may request that their dispute be heard.” It is unclear who
Exhibit B, Pg.              has the right to request dispute resolution through HCA.         Either party in this section
33 Statement                Does this mean any party related to the HCA contract; such       pertains to HCA as the
of Work (15)                as, subcontractors of the Contractor have a right to file a      administrator of the
                            dispute?                                                         contract, and the
                                                                                             Contractor.

Sample           254.       If two Contractors are selected is there still the requirement   Answer:
Contract,                   for one of the Contractors to receive the background check
Exhibit B, Pg.              and share the information with the other?                        Yes.
34 Statement
of Work (16)


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 89
 RFP Section,    Question                        Bidders Questions                              HCA Responses
   Exhibit or    Number
    Issue
Sample           255.       A WSP Background Check is the minimum required check,          Answer:
Contract,                   since there may be interpreters who are new to the state or
Exhibit B, Pg.              do not live in the state (unless the Contractors can only      The contractor should
34 Statement                contract with interpreters in the state of Washington), is     perform background
of Work (16)                there any reason why the Contractor cannot perform an FBI      checks at the level (i.e.
                            background check in lieu of the WSP check?                     WSP) as stated in the
                                                                                           contract. HCA reserves
                                                                                           the right to update the
                                                                                           background check
                                                                                           requirement through
                                                                                           amendments to the
                                                                                           contract.

Sample           256.       What is the definition of “fail” a background check?           Answer:
Contract,
Exhibit B, Pg.                                                                             Revised
34 Statement                                                                               The Contractor determines
of Work (16)                                                                               what constitutes a failing
                                                                                           background check. The
                                                                                           Contractor should review
                                                                                           the DSHS Secretary’s List
                                                                                           of Crimes and Negative
                                                                                           Actions when making this
                                                                                           determination. It can be
                                                                                           located at:
                                                                                           http://www.dshs.wa.gov/bc
                                                                                           cu/bccucrimeslist.shtml

Sample           257.       Will the DSHS List of Disqualifying Crimes be used as a tool   Answer:
Contract,                   to determine if an interpreter’s background would disqualify
Exhibit B, Pg.              them from serving Medicaid clients?                            Revised
34 Statement                                                                               See answer to question
of Work (16)                                                                               256.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 90
 RFP Section,    Question                         Bidders Questions                                HCA Responses
   Exhibit or    Number
    Issue
Sample           258.       Can the Contractor develop additional disqualifying reasons      Answer:
Contract,                   based on job related requirements to eliminate an interpreter
Exhibit B, Pg.              from providing services for Medicaid clients?                    Revised
34 Statement                                                                                 Yes, this is the
of Work (16)                                                                                 Contractor’s business
                                                                                             decision.

Sample           259.       Typically a background check includes the requirement that       Answer:
Contract,                   all names an interpreter has had/used (married, maiden,
Exhibit B, Pg.              birth, etc.) be checked and verified, is there any reason that   No.
34 Statement                process wouldn’t be used by the Contractors selected?
of Work (16)

Sample           260.       The General, Supplemental, Workplace and Premises                Answer:
Contract,                   Liability insurance coverages all require HCA, and elected
Exhibit B, Pg.              and appointed officials; agents and employees of the State       Revised
35 & 36                     are to be named as Additional Insureds to any of these           The Contractor is not
Statement of                policies. Professional Liability insurance is also a             required to name the state
Work (17)                   requirement for both the Contractor and its subcontractors       as an additional insured for
                            but it does not list HCA and the others mentioned as being       professional liability.
                            required to be added as Additional Insureds. Does this
                            mean this requirement cannot be included for this type of        Insurance requirements
                            insurance coverage or just that HCA isn’t making it a            remain as stated.
                            requirement?

Sample           261.       Does the requirement for subcontracted interpreters to           Answer:
Contract,                   maintain these insurance coverage levels apply even to
Exhibit B, Pg.              interpreters who provide a low volume of services for            Insurance Requirements
35 & 36                     example rare language interpreters?                              remain as stated.
Statement of
Work (17)




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 91
 RFP Section,    Question                        Bidders Questions                              HCA Responses
  Exhibit or     Number
    Issue
Sample           262.       Brokers may typically also require that subcontractors add     Answer:
Contract,                   them as Additional Insured to their policies. Is there any
Exhibit B, Pg.              reason the Contractors will not be able to enforce this        Revised
35 & 36                     requirement?                                                   We are unaware of any
Statement of                                                                               barriers to the Contractors
Work (17)                                                                                  enforcing such
                                                                                           requirements. This is your
                                                                                           business decision.

Sample           263.       Will subcontractors be required to carry insurance with a      Answer:
Contract,                   Best Reports rating insurer and Surplus Lines as is required
Exhibit B, Pg.              by the Contractor?                                             Revised
35 & 36                                                                                    Yes.
Statement of
Work (17)                                                                                  Insurance requirements
                                                                                           remain as stated.

Sample           264.       What do the fraud and abuse requirements pertain to?           Answer:
Contract,                   Fraud/Abuse of Medicaid, client, HCA, facility, etc.?
Exhibit B, Pg.                                                                             Revised
44 General                                                                                 The Contractor is required
Terms (19)                                                                                 to report any fraud and
                                                                                           abuse by the Contractor,
                                                                                           employees, or any
                                                                                           subcontractors.

Sample           265.       Does this section mean that the Contractor will have to have   Answer:
Contract,                   all subcontracts including those with interpreters reviewed
Exhibit B, Pg.              and approved in writing by the Authority before any work is    No, Language access
51 General                  performed by those subcontractors?                             providers as defined in
Terms (38)                                                                                 RCW 41.56.030(11) are
                                                                                           not included in this
                                                                                           requirement.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 92
 RFP Section,    Question                         Bidders Questions                                HCA Responses
  Exhibit or     Number
    Issue
Sample           266.       It is stated that the Contractor is required to comply with the   Answer:
Contract,                   requirements of the OMB Circular A-87 which is the Cost
Exhibit B, Pg.              Principles for State, Local, and Indian Tribal Governments.       Revised
51 General                  Is the intention that the Contractor complies with the OMB        This language has been
Terms (39)                  Circular that guides their type of agency; such as, the OMB       removed from Exhibit B,
                            Circular A-122 Cost Principles for Non-Profit                     Sample Contract as this is
                            Organizations?                                                    not a sub recipient
                                                                                              relationship.

Sample           267.       There is considerable language in the Sample Contract             Answer:
Contract,                   regarding when the Agent can terminate the contract but no
Exhibit B, Pg.              language about when/how a Contractor may terminate the            Revised
52 & 53                     contract i.e. contract dispute issues, “savings” as delineated    There are no specific
                            in paragraph 34, or termination due to change in funding.         terms. As with any
                            Can you please point to the section of the Sample Contract        business relationship HCA
                            that outlines those conditions under which the Contractor         would entertain a request
                            can terminate the contract and the procedures in which to         to terminate a contract.
                            do so?

Sample           267.       There is considerable language in the Sample Contract             Answer:
Contract,                   regarding when the Agent can terminate the contract but no
Exhibit B, Pg.              language about when/how a Contractor may terminate the            This question is under
52 & 53                     contract i.e. contract dispute issues, “savings” as delineated    further review. A response
                            in paragraph 34, or termination due to change in funding.         to this question will be
                            Can you please point to the section of the Sample Contract        provided in a future
                            that outlines those conditions under which the Contractor         amendment.
                            can terminate the contract and the procedures in which to
                            do so?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 93
 RFP Section,    Question                        Bidders Questions                               HCA Responses
  Exhibit or     Number
    Issue
Sample           268.       The Procurement Schedule states the Contract start date to      Answer:
Contract,                   be June 28, 2012 and the Sample Contract states July 1,
Exhibit B, Pg.              2012, which if these start dates is correct?                    The Sample Contract used
52 & 53                                                                                     a sample date. The actual
                                                                                            contract sent to the
                                                                                            Contractor(s) will have an
                                                                                            accurate date in it.

None             269.       A lot of telephonic interpreting companies, have their          Answer:
                            operators, QAs and supervisors listen to the calls live. Many
                            of the are even recorded. Patients, medical providers and       The Contractor is a
                            interpreters often have absolutely no knowledge about it.       Business Associate of the
                                                                                            Health Care Authority and
                            How would HCA comply with HIPAA ?                               must comply with all
                                                                                            HIPAA regulations
                                                                                            applicable to Business
                                                                                            Associates. See Exhibit B,
                                                                                            Sample Contract 22.
                                                                                            HIPAA Compliance.

None             270.       Since we're involved in the RFP K559 process, can I ask         Answer:
                            dshsct@dshs.wa.gov for their current list of Spoken Sign
                            Language Interpreters?                                          The information for sign
                                                                                            language interpreters is
                                                                                            found at:
                                                                                            http://www.dshs.wa.gov/hr
                                                                                            sa/odhh/interpint.shtml.

                                                                                            Yes, you may request the
                                                                                            current list of spoken
                                                                                            language interpreters at
                                                                                            dshsct@dshs.wa.gov.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 94
RFP Section,   Question                        Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           271.       In 2011, the legislature passed 2ESHB 1087 laying down          Answer:
                          the foundations for the current HCA RFP. On March 8,
                          2012, the House of Representatives voted a budget               Thank you for your
                          proposal (ESB 5967 amendment to original HB 4683). On           comment. The
                          March 15, 2012, the Senate voted a proposed competing           requirements will remain
                          budget SB 6612. Both budgets preserve the same wording          as stated.
                          found in 2ESHB 1087. Below please find a comparison
                          between both contract models.


                                BROKERAGE SYSTEM (2 layers of middlemen)



                                            providers (interpreters)



                            NEW CONTRACT MODEL REPLACING BROKERAGE
                                   SYSTEM (1 layer of middlemen)


                                                                    access providers
                                                 (interpreters)


                          On the Main RFP Proposal (4)(a)(1)(a) specifically says that
                          the vendor needs to contract directly with spoken language
                          interpreters who are independent contractors for in-person.
                          However, for telephonic and video interpreting (4)(a)(3)
                          appears to allow the vendor to subcontract to another
                          company who in turn will contract with interpreters, thus
                          creating two layers of middlemen like the old inefficient and
                          wasteful brokerage system had.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                 Page 95
RFP Section,   Question                         Bidders Questions                                HCA Responses
 Exhibit or    Number
   Issue
                          The question then is as follows: Will HCA modify the current
                          RFP language to ensure that it follows the spirit of the
                          legislation passed in 2011 and to be passed again in 2012
                          so that the vendor contracts directly with interpreters for all
                          three modalities of interpreting: in-person, over-the-phone
                          and video?

None           272.       Is the state aware of any providers who are currently             Answer:
                          structured and set up to meet all of the requirements
                          outlined within the RFP and the Sample Contract by the            This determination can
                          designated contract start date?                                   only be made after the
                                                                                            review and evaluation of
                                                                                            prospective bidder
                                                                                            proposals.

None           273.       What is the statewide Encounter rate for 2011?                    Answer:

                                                                                            This question is not clear.
                                                                                            HCA is not aware of a
                                                                                            statewide encounter rate.

None           274.       What are the percentages of encounters submitted by               Answer:
                          telephone, fax and online statewide for 2011?
                                                                                            This data has not been
                                                                                            collected by HCA;
                                                                                            therefore, this data is not
                                                                                            available.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 96
RFP Section,     Question                         Bidders Questions                                 HCA Responses
  Exhibit or     Number
    Issue
Exhibit B 17.e   275.       Exhibit B, 17.e, "Sample Contract," states that the                Answer:
                            Contractor "shall ensure that all Subcontractors have and
                            maintain insurance with the same types and limits of               Subcontractor in this
                            coverage as required of the Contractor under this Contract."       section may refer to an
                            Just to clarify, is it correct to assume that "Subcontractor" in   individual interpreter, if the
                            this usage does NOT refer to individual Interpreters?              interpreter is not an
                                                                                               employee of the contractor
                                                                                               and is a subcontractor.

RFP page 7       276.       RFP page 7 of 43 (4.b.1) states that the Contractor must           Answer:
                            provide Interpreters who are “Authorized, Certified, or
                            Recognized." Will HCA provide a weekly data download or            No, HCA does not maintain
                            other electronic means of verifying the eligibility status of      the list of Certified,
                            Interpreters for each category of Interpreter?                     Authorized, or Recognized
                                                                                               interpreters. The
                                                                                               contractor may contact
                                                                                               DSHS LTC to request a list
                                                                                               of certified, authorized, or
                                                                                               recognized interpreters at:
                                                                                               dshsct@dshs.wa.gov.

RFP              277.       Proposal format question: Re Section C.1c and C.1.d, are           Answer:
                            Proposers to include "References" and "Claims or Legal
                            Actions" in the Letter of Submittal *instead* of the body of       They are to be included in
                            the Proposal under Administrative Requirements, or in both         the letter of submittal.
                            places?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                            Page 97
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
RFP p. 5       278.       RFP p. 5 of 43, "General Background," states that the             Answer:
                          Contractor is to abide by the terms of the CBA between
                          HCA and the labor union, and that items to *still be              The cost proposal will be
                          negotiated* include "economic compensation, such as               amended to remove the
                          manner and rate of payments" for Interpreters who are             scoring of all service cost.
                          working through telephonic and VRI modalities. RFP p. 36 of       Only a bidder’s
                          43 instructs bidders to propose "...their Service Costs for       administrative costs
                          telephonic and VRI modalities per minute." Each of these          proposal will be evaluated
                          cost items receives 15 points on the Cost Proposal (Exhbit        and rewarded points.
                          F). Please clarify the scoring criteria for these cost items,
                          given that the actual amounts will be negotiated between
                          HCA and the union regardless of any amount the bidder
                          proposes.

None           279.       Will the Interpreter be required to pay dues or a fee in a        Answer:
                          month they do not work?
                                                                                            Revised
                                                                                            No. Dues and fees are a
                                                                                            percentage of what an
                                                                                            interpreter earns while
                                                                                            working at assignments
                                                                                            covered by the collective
                                                                                            bargaining agreement.

None           280.       If we have not vri installed as yet, (we have not contracted to   Answer:
                          provide this service) - is it permissible to bid? Question
                          really is - will it be thrown out?                                Bidders must meet the
                                                                                            mandatory requirements
                                                                                            as stated in the RFP
                                                                                            documents. Bidders that
                                                                                            do not meet all
                                                                                            requirements as stated in
                                                                                            the RFP may have their
                                                                                            proposals rejected as non-
                                                                                            responsive.

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 98
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           281.       Please clarify mandatory requirement b (6) – is the 30            Answer:
                          second threshold to connect to a customer service
                          representative/operator, or connect to an interpreter?            This applies to a customer
                                                                                            services representative.

None           282.       Please clarify mandatory requirement b (9) – does HCA             Answer:
                          wish an appointment record form completed for onsite
                          interpretation only, or must it be completed for VRI and OPI      The appointment record
                          as well?                                                          form must be completed
                                                                                            regardless of the
                                                                                            interpreting modality
                                                                                            utilized for the
                                                                                            appointment.

None           283.       Please provide us a better understanding of the Provider          Answer:
                          One system, and whether the system will be available to
                          directly interface with our systems for service/provider/client   HCA will not provide
                          verifications.                                                    interface access to
                                                                                            ProviderOne. The
                                                                                            Contractor may choose to
                                                                                            verify client eligibility by
                                                                                            bulk eligibility or one-by-
                                                                                            one by any of the following
                                                                                            methods:

                                                                                            1. By using an eligibility
                                                                                               extract model where a
                                                                                               client eligibility file is
                                                                                               provided by HCA on a
                                                                                               weekly basis with a
                                                                                               daily/update change
                                                                                               file. The format of the
                                                                                               file is fixed width .zip.
                                                                                               Delivery is via sFTP
                                                                                               using an assigned user

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 99
RFP Section,   Question                       Bidders Questions                           HCA Responses
 Exhibit or    Number
   Issue
                                                                                        name and password.

                                                                                    2. By a standard batch
                                                                                       HIPAA 270/271
                                                                                       eligibility inquiry
                                                                                       process.

                                                                                    3. Or one by one eligibility
                                                                                       inquiry using the
                                                                                       ProviderOne portal.

                                                                                    HCA will consult with the
                                                                                    apparently successful
                                                                                    bidder(s) during the
                                                                                    negotiation phase and
                                                                                    provide further detailed
                                                                                    information regarding the
                                                                                    method and process
                                                                                    chosen to verify eligibility.

None           284.       How many workstations in total would need to have video   Answer:
                          interpreting capabilities?
                                                                                    Bidders are to determine
                                                                                    this total based upon the
                                                                                    information provided in the
                                                                                    RFP and Exhibits.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                Page 100
RFP Section,   Question                        Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           285.       Identify the spoken language(s) needed via video                Answer:
                          interpreting.
                                                                                          This is a new requirement
                          Will this also include ASL?                                     under this contract;
                                                                                          therefore, this information
                                                                                          is not available. Yes, the
                                                                                          provision of ASL through
                                                                                          VRI is also included under
                                                                                          this contract.

None           286.       Does each facility that needs video capabilities have access    Answer:
                          to a MS Windows based system?
                                                                                          HCA has not requested,
                                                                                          nor does HCA maintain
                                                                                          this information.

None           287.       What hours of operation would you need video interpreters?      Answer:

                                                                                          The contractor will
                                                                                          determine the hours of
                                                                                          operation VRI services will
                                                                                          be needed and provided
                                                                                          on behalf of requestors.

None           288.       Is there a Washington State Statute (RCW) that                  Answer:
                          automatically classifies Interpreters as sub-contractors, to
                          protect the Contractor (winning bidder) against lawsuits with   Thank you for your
                          the Employment Security Department, and other state and         comment. HCA cannot
                          federal agencies? (Exempting the Contractor from the            give legal advice, and
                          definition of employment and worker for the purposes of         recommends that bidders
                          unemployment compensation and industrial insurance.)            consult with legal counsel if
                                                                                          there are concerns with
                                                                                          this issue.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 101
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           289.       Is there a Washington State Statute (RCW) that describes       Answer:
                          the treatment of a sub-contractor (vs. employee)?
                                                                                         Thank you for your
                                                                                         comment. HCA cannot
                                                                                         give legal advice, and
                                                                                         recommends that bidders
                                                                                         consult with legal counsel if
                                                                                         there are concerns with
                                                                                         this issue.
None           290.       As sub-contractors, Interpreters must absorb the costs of      Answer:
                          Background Checks, Interpreter ID Badges, etc. We are
                          concerned that the requirement about the Background            How the bidder addresses
                          Check can be mis-interpreted (to mean that the Contractor      the cost is the bidder’s
                          should pay for the interpreter’s background check). Exhibit    business decision.
                          B, page 12, Section 7d states that the Contractor will be
                          required to perform a background check for the interpreter.
                          In order to comply with WA State law regarding treatment of
                          self-employed sub-contractors, the Contractor cannot pay
                          for the background check. Will interpreters, at any time, be
                          allowed to run their own background checks and provide
                          copies to the Contractor?

None           291.       The RFP indicates that the contract start date is              Answer:
                          06/28/2012. When (what date) can the winning bidder
                          expect to start receiving interpreter requests? What will be   The first date of scheduling
                          the date of the first appointments under this contract:        and/or service is the
                          07/01/2012?                                                    effective date of the
                                                                                         Contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 102
RFP Section,   Question                        Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           292.       In recent history, ‘Interpreters United’ interpreter union has   Answer:
                          attempted to force DSHS and/or language agencies to
                          absorb the cost of interpreters’ continuing education. This is   HCA is not aware of this.
                          considered to be employee treatment and puts the
                          Contractor’s business in jeopardy. Is HCA aware of any
                          ongoing attempts by the union to force language agencies
                          (and winning bidder of this contract) to absorb the cost of
                          interpreter testing or ongoing education?

None           293.       Will this contract (via terms in the Collective Bargaining       Answer:
                          Agreement) force the winning bidder to treat interpreters as
                          employees, even if the Contractor establishes contracts with     Thank you for your
                          interpreters clearly showing sub-contractor status?              comment. HCA cannot
                                                                                           give legal advice, and
                                                                                           recommends that bidders
                                                                                           consult with legal counsel if
                                                                                           there are concerns with
                                                                                           this issue.

None           294.       Does the Contractor have the right to contest any portion of     Answer:
                          the Collective Bargaining Agreement (CBA)?
                                                                                           No, the CBA constitutes an
                                                                                           agreement by and
                                                                                           between the State and the
                                                                                           Union. The contractor
                                                                                           must adhere to the terms
                                                                                           of the CBA, as these are
                                                                                           included in the contract
                                                                                           between HCA/DSHS and
                                                                                           the contractor. If the
                                                                                           contractor wishes to
                                                                                           contest portions of the
                                                                                           CBA, they may do so
                                                                                           through contesting the
                                                                                           contract.

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 103
RFP Section,   Question                        Bidders Questions                               HCA Responses
  Exhibit or   Number
   Issue
None           295.       The Contractor has to agree in advance that they will           Answer:
                          comply with the Collective Bargaining Agreement (CBA). Is
                          there anything in place to prevent the interpreter union from   Thank you for your
                          adding language mandating ‘employee treatment’ to the           comment. HCA cannot
                          Collective Bargaining Agreement (CBA)?                          give legal advice, and
                                                                                          recommends that bidders
                                                                                          consult with legal counsel if
                                                                                          there are concerns with
                                                                                          this issue.

None           296.       The Contractor has to agree in advance that they will           Answer:
                          comply with the Collective Bargaining Agreement (CBA). Is
                          there anything in place to prevent the interpreter union from   The mandatory subjects of
                          adding language to the Collective Bargaining Agreement          bargaining are limited
                          (CBA) that would create a more labor-intensive work load for    solely to: (1) economic
                          the Contractor? This is a concern because the cost              compensation, such as
                          proposal is set for the next two years.                         manner and rate of
                                                                                          payments; (2) professional
                                                                                          development and training;
                                                                                          (3) labor-management
                                                                                          committees; and (4)
                                                                                          grievance procedures.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 104
RFP Section,   Question                         Bidders Questions                                 HCA Responses
  Exhibit or   Number
   Issue
None           297.       When will the Collective Bargaining Agreement (CBA) have           Answer:
                          the interpreter rate established for telephonic and video
                          services? This information is needed to be able to provide         The date of bargaining
                          an accurate quote to provide accurate service costs for            completion for telephonic
                          telephonic and video services. For example, if the                 and VRI services is
                          Collective Bargaining Agreement (CBA) negotiates rates             unknown. The cost
                          that are well below the industry standard, it will be more         proposal will be updated to
                          labor-intensive to find interpreters willing to provide services   reflect that the rate for
                          for this contract. Alternately, if the Collective Bargaining       telephonic and VRI for
                          Agreement (CBA) negotiates rates that are much higher              language access providers
                          than the industry standard, it can compromise the payment          as defined by RCW
                          structure established by the company and force additional          41.56.030(11) will be
                          costs to establish a separate system for this contract. We         determined by the CBA.
                          request that the Collective Bargaining Agreement (CBA)
                          establishes the interpreter rate for telephonic and video          The due dates for bidder
                          services prior to the proposal due date to allow time for the      submittals will remain as
                          bidder to adjust their quotes.                                     stated.

None           298.       Please provide a breakdown of which languages were used            Answer:
                          in the last year (by percentage or number of requests)?
                          Example: Spanish 40%, Russian 30%, etc.                            Revised
                                                                                             See Exhibit I.

None           299.       What has the Interpreter Services Broker fill rate been in the     Answer:
                          last two years? Please provide as much information as
                          possible: by IS Broker and language. Based on the ISB fill         Revised
                          rate in the past two years and considering that many               See Exhibit I.
                          facilities may not have the needed equipment to make
                          phone/video modalities possible, is the 95% target fill rate
                          established by HCA a reasonable goal?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 105
RFP Section,   Question                         Bidders Questions                             HCA Responses
  Exhibit or   Number
   Issue
None           300.       How does HCA envision telephonic services: interpreters        Answer:
                          calling into facility, or facility calling out to connect to
                          interpreters?                                                  The bidders are to propose
                                                                                         how they will provide
                                                                                         telephonic services.

None           301.       Can you confirm that interpreters (as self-employed sub-       Answer:
                          contractors) will be responsible for purchasing their own
                          equipment for VRI (web camera, microphone, license, etc.)      This requirement is not in
                                                                                         the contract.
                          in order to provide video interpretation from their business
                          location (home office, etc.)?                                  Correct. This requirement
                                                                                         is not in the contract.
                          Can you confirm that no requirement will be added to force
                          the Contractor to reimburse for such equipment (via CBA, or
                          otherwise)?

None           302.       Can you confirm that interpreters (as self-employed sub-       Answer:
                          contractors) will be responsible for purchasing their own
                          equipment for telephonic interpretation (land line phone,      This requirement is not in
                          toll-free number, etc.) in order to provide telephonic         the contract.
                          interpretation from their business location (home office,      Correct. This requirement
                          etc.)?                                                         is not in the contract.
                          Can you confirm that no requirement will be added to force
                          the Contractor to reimburse for such equipment (via CBA, or
                          otherwise)?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                  Page 106
RFP Section,   Question                         Bidders Questions                                  HCA Responses
  Exhibit or   Number
   Issue
None           303.       Monitoring interpreters for accuracy of the interpretation is a   Answer:
                          HIPAA violation, and considered to be ‘employee
                          treatment.’ Please explain in detail what kind of monitoring      This is the contractors
                          will be needed for in-person, telephonic and video                responsibility to develop
                          interpreting.                                                     what kind of monitoring will
                                                                                            be needed for these
                                                                                            modalities; per the
                                                                                            contract, the contractor
                                                                                            must develop a quality
                                                                                            assurance plan.

Exhibit B      304.       Assigning Specific Interpreters (Exhibit B, page 16, section      Answer:
                          L): The contractor may accommodate special requests for
                          specific interpreters and/or gender of interpreter “as            The bidder is to propose
                          documented in writing by the health care provider / DSHS          how they will provide this
                          staff.” What is meant by “documented in writing” – can tab        capability to authorized
                          selection / check-marks be used to meet this requirement?         requestors.

RFP            305.       Regarding references, the RFP document indicates that             Answer:
                          bidders are not to use current Agency staff; Definitions
                          section (page 14) defines Agency as Washington State              Yes.
                          Health Care Authority (HCA). Can staff from other WA State
                          departments / divisions / agencies be used as references?
                          Can staff from programs on County level be used as
                          references?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 107
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
    Issue
RFP            306.       If Interpreters are employed by our company and are paid a        Answer:
                          negotiated monthly salary, how does that affect the /hour or
                          /minute rate the interpreter is supposed to receive (as per       The CBA covers language
                          the CBA)? Please explain for all modalities: in-person,           access providers as
                          telephonic and video. As per RFP (page 7, Section 4a), the        defined in RCW
                          Contractor is not allowed to employ Spoken language               41.56.030(11). Employees
                          interpreters that provide in-person interpretation – is there a   of the contractor are
                          reason why?                                                       exempt from the
                                                                                            requirements of the CBA.
                                                                                            The rates to employees of
                                                                                            a contractor for all
                                                                                            modalities are
                                                                                            determined/set by the
                                                                                            contractor.

None           307.       Do ASL interpreters have the right to renegotiate payment         Answer:
                          terms set by the Collective Bargaining Agreement (CBA)?
                                                                                            ASL interpreters are not
                                                                                            members of the bargaining
                                                                                            unit.
None           308.       Currently, ASL interpreters in Western Washington are not         Answer:
                          accepting appointments for ISB Medicaid and DSHS
                          appointments. Is HCA willing to consider establishing             The rates will remain as
                          different reimbursement terms for American Sign Language          stated in the Sample
                          (ASL) interpreters? For example: Washington State                 Contract.
                          recognizes that Spoken Language and American Sign
                          Language (ASL) interpretation are different and has
                          established different contracts (with different reimbursement
                          terms) to ensure that Washington’s Deaf and Hard of
                          Hearing clients have access to interpreters. We are
                          concerned that if this option is not considered, the
                          Contractor will not be able to fill any ASL appointments, and
                          will be financially penalized for not filling 95% of incoming
                          requests.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                    Page 108
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
    Issue
RFP            309.       Semi-Finalists Presentation: Page 41 of RFP (Section 5d)          Answer:
                          states that the presentation will be appx 6 hrs in length – are
                          the 6 hours set exclusively for one bidder? If the bidder         6 hours will be given for
                          subcontracts with other agencies for in-person ASL,               each semi-finalist. Per
                          telephonic and/or video services, do representatives from         Section D., Evaluation, 5.
                          those organizations need to attend?                               Semi-finalists
                                                                                            Presentations a. states in
                                                                                            part “The Bidder’s
                                                                                            presentation team may not
                                                                                            exceed four persons, and
                                                                                            must include a member for
                                                                                            the Bidder’s Key Personnel
                                                                                            (including the Contract
                                                                                            Manager).” Whoever else
                                                                                            is included in the four
                                                                                            persons is the bidder’s
                                                                                            decision.

RFP            310.       Letter of Submittal (RFP page 27 section 16n): we are             Answer:
                          asked to explain how we meet the “Minimum Qualifications”
                          – can you please verify if these are the “Mandatory               Please see the addition of
                          Qualifications” listed on pages 11-12?                            Exhibit H, in amendment 1.

None           311.       If awarded the contract, will we receive downloadable             Answer:
                          information about Interpreters already in your system
                          including previous encounters?                                    No, HCA does not
                                                                                            currently track this type of
                                                                                            data by interpreter.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 109
RFP Section,   Question                         Bidders Questions                                HCA Responses
  Exhibit or   Number
   Issue
None           312.       Will the personnel scoring this RFP know the specific Bidder      Answer:
                          by questions asked here.... eg: Will the scorers know we
                          asked these questions?                                            No, all questions are put
                                                                                            into a question and answer
                                                                                            format and all information
                                                                                            about who submitted any
                                                                                            questions is only known by
                                                                                            the RFP Coordinator.

None           313.       Will we need provider numbers by organization or individual       Answer:
                          provider? I.e., if a hospital is the organization and they have
                          clients who need interpreter services how does the provider       By individual provider.
                          number work?


None           314.       What is Provider 1's turn around time once we have                Answer:
                          submitted a bill for payment?
                                                                                            Contractors will receive
                                                                                            payment based upon
                                                                                            standard ProviderOne
                                                                                            weekly payment cycles.

None           315.       When does the VRI option need to be in place?                     Answer:

                                                                                            The contract start date.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 110
RFP Section,   Question                         Bidders Questions                              HCA Responses
  Exhibit or   Number
    Issue
RFP            316.       Clarify the RFP’s scope regarding sign language                 Answer:
                          interpreters. What does it mean in Section 3, Project Scope,
                          at K559 at 6, when the RFP states, “HCA seeks responses         This distinction refers to
                          to this RFP from entities qualified to provide interpreter      Service Areas 1 and 2.
                          services in spoken and sign languages….” Compared to the
                          next statement, “At this time, DSHS intends to use the          Both HCA and DSHS have
                          contracts awarded pursuant to this RFP for in-person            specific requirements.
                          interpreters for spoken languages only. They intend to use
                          the DSHS Office of Deaf and Hard of Hearing for sign
                          language interpretation needs.” Please indicate in which
                          service areas this distinction is referring to.


                          Given the inability of the current brokers to fill the ASL
                          interpreter requests (the fill rate remains close to 5 %), we
                          recommend removing ASL from this process all together
                          and reverting back to the well established delivery system
                          that was operating under DSHS’s ODHH. We also
                          recommend making this change effective immediately to
                          avoid the continued harm to the deaf community by a
                          situation where only 5 or 6 % of individuals needing
                          interpreters for their Medicaid medical appointments are
                          being provided with those interpreters.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 111
RFP Section,   Question                         Bidders Questions                                  HCA Responses
  Exhibit or   Number
    Issue
RFP            317.       Clarify the scope of the RFP regarding provision of                 Answer:
                          interpreter services for DSHS staff/office interactions with
                          LEP and deaf clients for DSHS-related business. The RFP             Please See Exhibit B for
                          is unclear regarding the use of these Contractors / contracts       scope of services covered
                          made pursuant to this RFP for appointments beyond                   by the contract for HCA
                          Medicaid medical appointments. RFP K559, at page 6.                 and DSHS services.

None           318.       Explain the process for medical providers to access                 Answer:
                          telephonic interpreter services for healthcare
                          communications that are routinely handled over the phone            The interactions described
                          with English-speaking patients, such as scheduling                  in the question are not
                          appointments, medical question follow-up, delivering test           covered by the scope of
                          results, etc. – where there may not be a specific code for the      this contract, and will not
                          interaction. Many interactions occur between patient and            be reimbursed by HCA.
                          provider on the telephone. This is often the most efficient
                          way to handle administrative aspects of patient care. We
                          recommend expanding the codes for these interactions to
                          allow the provider to access remote interpreter services for
                          these communications?

None           319.       Revise the RFP to include an obligation on the Contractor to        Answer:
                          provide interpreter services to provider sites for the hours
                          they are operational. Many clinics are open beyond the 8            Thank you for your
                          a.m. – 5 p.m. service period provided for in the RFP. The           comment. The
                          RFP should be revised to include this flexibility so that LEP       requirement will remain as
                          persons have access to the services of providers during the         stated.
                          hours they are open to the general public. See K559, at p.7.

None           320.       Clarify the requirement for certification or credentials for sign   Answer:
                          language interpreters, pursuant to Section 4 (b)(4), as
                          DSHS does not certify or authorize sign language                    Revised
                          interpreters. Our recommendation is that Contractors be             Exhibit B, Sample Contract
                          required to use nationally certified sign language interpreters     has been edited to reflect
                          consistent with standard practice. See K559, at 7.                  this recommendation.


K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 112
RFP Section,   Question                        Bidders Questions                             HCA Responses
  Exhibit or   Number
   Issue
None           321.       Remove the minimum 48-hour advance request time for            Answer:
                          scheduling telephonic interpreter services for regular
                          appointments, and the 24-hours in advance for urgent-care      The requirement remains
                          appointments. This advance request time is not necessary       as stated.
                          when requesting telephonic services since a major
                          advantage of OTP service is that it can be available almost
                          on-demand.

RFP            322.       Remove the reference in the RFP to the Contractor              Answer:
                          processing the request for interpreter services within 24
                          hours of the appointment date. Linking acceptance and          The requirement remains
                          processing of requests with the appointment date could lead    as stated.
                          to an inefficient system. Instead, put a requirement on
                          contractors to begin the acceptance and processing of
                          requests within a certain timeframe of receiving those
                          requests. In 4 (b)(15) – the RFP implies that regardless of
                          when a requestor submits the request, the contractor can
                          wait to respond until two days before the scheduled event.
                          Why not instead, encourage the contractor to at least accept
                          and process the request within 24 hours of receipt of the
                          request and have a simultaneous obligation on the provider
                          to request the interpreter in advance of the appointment.
                          The length of time before the appointment to request the
                          interpreter may need to vary based on type of appointment.
                          See K559, at 9.

RFP            323.       Expand the RFP to clarify that pharmacists are able to Answer:
                          access telephonic interpreter services as a covered service.
                          In-person interpreters were not routinely provided under the Pharmacists are not
                          current broker system. The availability of telephonic excluded.
                          interpreter services, with a shorter request time, is ideal for
                          this setting as pharmacy visits are not typically scheduled in
                          advance, but they are a critical component of healthcare.



K559 – Amendment 2 - Reposted
Question and Answers                                                                                               Page 113
RFP Section,   Question                         Bidders Questions                                   HCA Responses
  Exhibit or   Number
   Issue
None           324.       Clarify the criteria for selection of interpretation modalities by   Answer:
                          providers. What is the obligation of the Contractor to
                          provide information to the requestor to assist in their              The contractor must meet
                          determination of the appropriate modality? Selecting the             the information
                          modality of interpreter services (in-person, telephonic, or          requirement and outreach,
                          video) is an important decision, but one that is susceptible to      education, and training
                          inappropriate matching with client need because the                  standards as stated in
                          decision of which modality to use is a complex one. Cost             Exhibit B.
                          alone should not be the determining factor. Client choice is
                          critical and it cannot be assumed that providers are aware of        Medical providers, in
                          cultural, physical, and practical considerations that go into        consultation with their
                          selecting the appropriate modality. We recommend clearly             patients, have the
                          identifying which situations are and are not appropriate for         discretion and
                          each modality offered under this RFP.                                responsibility to select the
                                                                                               modality of interpretation
                                                                                               for appointments.

                                                                                               To ensure federal effective
                                                                                               communication
                                                                                               requirements are met,
                                                                                               medical providers must
                                                                                               give primary consideration
                                                                                               to requests of individuals
                                                                                               with disabilities when
                                                                                               assigning (i.e. selecting) an
                                                                                               interpreter modality, as
                                                                                               described in Title 28,
                                                                                               Judicial Administration
                                                                                               CFR Parts 35.160-35.164.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                           Page 114
RFP Section,   Question                          Bidders Questions                                    HCA Responses
  Exhibit or   Number
   Issue
None           325.       Remove the need to request and justify a higher-cost                   Answer:
                          service modality in advance as there is not a strict
                          dichotomy between type of modality and type of care                    The requirement remains
                          delivery, nor is it always possible to identify needs in               as stated.
                          advance. For example, it may be significantly less costly to
                          utilize an in-person interpreter than a telephonic service,
                          when a scheduled appointment reveals additional time-
                          sensitive medical needs. We recommend that providers
                          have the necessary flexibility crucial to delivery of high-
                          quality care. [p. 15, j. HCA Assigning and Communicating
                          Interpreter Modality, Exhibit B, Sample Contract]

None           326.       Require Contractors to gather data to allow the Interpreter            Answer:
                          Services to meet program evaluation, research and planning
                          needs. The current list of data gathering in the RFP focuses           Thank you for your
                          on billing-related functions; however, the IS program should           comment. HCA reserves
                          require Contractors to gather and report data beyond billing           the right to make future
                          considerations to include the languages for which                      modification to the data
                          interpreters were provided, the location of the services, the          that the Contractor is
                          nature of the appointments, and the modality used. See                 required to capture and
                          page 11 of K559.                                                       report.
                                       a. In 19 (b), at K559_RFP ISP, p. 10 *, regarding
                                       the list of reports, please clarify the detail that the
                                       reports should contain, including the location of
                                       services, language and national origin, age of
                                       patient, nature of appointment, type of modality
                                       used. See Exhibit B, Sample Contract
                                   a. What are the research and evaluation questions
                                       HCA will seek to have answered by the data
                                       collection plan for the new Interpreter Services
                                       program?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                        Page 115
RFP Section,    Question                         Bidders Questions                                 HCA Responses
  Exhibit or    Number
   Issue
None            327.       If it is determined after the fact of an interpreter              Answer:
                           appointment, via any modality, that the patient was not in
                           fact eligible for Medicaid or CHIP coverage, the RFP and the      The business process is to
                           assurances should include protections in the contract to          be determined by the
                           ensure that the interpreter is still paid for that appointment,   bidder.
                           given that the error was on the part of the provider and the
                           Contractor.

Exhibit B       328.       Exhibit B, Page 4, Section w.(3) Does "non self-serving           Answer:
                           [organization]" mean that association with an organization
                           that processes it's own certification examination will not be     No.
                           considered?
                                                                                             No.
                           If an association is formed between the bidder and an
                           employing entity, and that entity cannot obtain contributions     The bidder is to determine
                           from their own employed interpreters due to their non-            means for filling
                           independent status, will such billings be denied? What other      appointments.
                           means are there to assure access of close to 95%, or even
                           85%?

Page 10, Item   329.       Page 10, Item 6. If 95% is not achieved, does the HCA or          Answer:
6                          any other body have any right whatsoever (as indicated in
                           the RFP) to deny payment beyond the deductions                    HCA has the right to
                           mentioned in ? based solely on underachievement of filling        deduct payments as stated
                           jobs?                                                             in the contract only.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 116
 RFP Section,   Question                         Bidders Questions                                    HCA Responses
  Exhibit or    Number
     Issue
Page 10, Item   330.       Page 10, Item 11. b) Will the record form made available by          Answer:
11. b)                     HCA be filled in, or is it an empty template? If the latter is
                           so, in what format will it be available?                             The appointment record
                                                                                                form will be a template
                           Understanding how eligibility will be delivered or acquired is       provided by HCA in MS
                           paramount to being able to bid on this RFP. Can you please           WORD.
                           explain how this will happen? (One of our clients has
                           indicated that oft times, eligibility is not verifiable until nine   The Contractor may
                           months post-procedure. How can the agency respond to                 choose to verify client
                           such delays in eligibility verification?                             eligibility by bulk eligibility
                                                                                                or one-by-one by any of
                                                                                                the following methods:

                                                                                                    1. By using an
                                                                                                       eligibility extract
                                                                                                       model where a
                                                                                                       client eligibility file
                                                                                                       is provided by HCA
                                                                                                       on a weekly basis
                                                                                                       with a daily/update
                                                                                                       change file. The
                                                                                                       format of the file is
                                                                                                       fixed width .zip.
                                                                                                       Delivery is via sFTP
                                                                                                       using an assigned
                                                                                                       user name and
                                                                                                       password.

                                                                                                    2. By a standard
                                                                                                       batch HIPAA
                                                                                                       270/271 eligibility
                                                                                                       inquiry process.

                                                                                                    3. Or one by one
                                                                                                       eligibility inquiry

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                              Page 117
RFP Section,   Question                        Bidders Questions                                HCA Responses
 Exhibit or    Number
   Issue
                                                                                                   using the
                                                                                                   ProviderOne portal.

                                                                                           HCA will consult with the
                                                                                           apparently successful
                                                                                           bidder(s) during the
                                                                                           negotiation phase and will
                                                                                           provide further detailed
                                                                                           information regarding the
                                                                                           method and process
                                                                                           chosen to verify eligibility.

None           331.       Will the reduction in filled-jobs-percentage-based pay take      Answer:
                          into consideration the lag time created by last minute, urgent
                          requests? If last minute requests represent (as an example)      Revised
                          20% of requests, and such needs can scarcely be                  Yes, Exhibit B, Sample
                          anticipated with enough notice to submit all required            Contract has been
                          interpreter-authorizing information, it would help to adjust     amended to not include
                          this percentage so that it is based on 48 hours advance          requests received with less
                          notice of the appointment time. Will there be some flexibility   than two business days
                          in this regard?                                                  notices within this
                                                                                           standard.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                       Page 118
 RFP Section,   Question                         Bidders Questions                               HCA Responses
   Exhibit or   Number
      Issue
Page 13, Item   332.       Page 13, Item 8. b) This requirement is "pie-in-the-sky" in       Answer:
8. b)                      the real world of freelance interpreters, especially in
                           languages of lesser diffusion. What kind of flexibility will be   Thank you for your
                           allowed, if any, with this regard? Will there be some             comment. The
                           flexibility based on language, or specific interpreter volume?    requirement remains as
                           For example, the Dept. of Revenue does not recommend a            stated.
                           UBI number for entities earning less than $12,000 per
                           calendar year. See the following from the DOR website...

                                           Frequently asked questions: Business
                           licensing
                              What is a Business License Application?
                              What is a UBI (Unified Business Identifier) number?
                                   A UBI number is a 9-digit number that registers you
                                   with several state agencies and allows you to do
                                   business in Washington State. A UBI number is
                                   sometimes called a tax registration number, a
                                   business registration number, or a business license
                                   number. Use the Business License Application to
                                   apply for a UBI number.
                              Who needs a business license?
                                   You need a license if you meet 1 or more of the
                                   following criteria:
                                       Your business grosses $12,000 or more per
                                          year.
                                       You’re doing business using a name other
                                          than your full legal name.
                                       You plan to hire employees within the next 90
                                          days.
                                       You sell a product or provide a service that is
                                          taxable. To find out more about what products
                                          or services are taxable, see the Department of
                                          Revenue’s Business tax guide, or call them at
K559 – Amendment 2 - Reposted
Question and Answers                                                                                                  Page 119
RFP Section,    Question                         Bidders Questions                             HCA Responses
 Exhibit or     Number
   Issue
                                         1-800-647-7706.
                                        Your business has specialty licenses available
                                         through the Business Licensing Service.

Page 15,        333.       Page 15, Section j. 1, (b) How many attempts must be           Answer:
Section j. 1,              documented? 1?,5?, 100? How will the number of attempts
(b)                        affect payment of encounters billed, if at all?                Each attempt must be
                                                                                          documented. The
                                                                                          contractor determines how
                                                                                          many attempts will be
                                                                                          made for each request.
                                                                                          The number of attempts
                                                                                          will not affect the payment.

None            334.       3, How will the "closest available" interpreter be             Answer:
                           scrutinized, and to what extent, if any, especially if
                           interpreters are to self-assign encounters?                    Revised
                                                                                          The Contractor must
                                                                                          assign the closest
                                                                                          available Interpreter in
                                                                                          proximity to the
                                                                                          Requestor’s geographic
                                                                                          location for in-person
                                                                                          appointments.
                                                                                          Interpreters should have
                                                                                          the capacity to accept or
                                                                                          reject appointments from
                                                                                          the web-based/online
                                                                                          portal. Interpreters should
                                                                                          not have the capacity to
                                                                                          select any appointment
                                                                                          they would like. The
                                                                                          Contractor will be expected
                                                                                          to offer appointments

K559 – Amendment 2 - Reposted
Question and Answers                                                                                                     Page 120
RFP Section,     Question                        Bidders Questions                               HCA Responses
 Exhibit or      Number
   Issue
                                                                                            through the web-based
                                                                                            tool to interpreters based
                                                                                            on several factors,
                                                                                            including geographic
                                                                                            location, modality
                                                                                            requested, availability of
                                                                                            interpreter pool, specific
                                                                                            interpreter requested etc.

Page 17, n,      335.       Page 17, n, Section 2, (l), On what criteria will approval or   Answer:
Section 2, (l)              denial of service request be made? Will the agency be
                            responsible for determining the need for services and/or the    The contractor must base
                            modality? If so, please specify in detail.                      their decision on the
                                                                                            findings during their pre-
                                                                                            appointment review and
                                                                                            verification. See Exhibit B
                                                                                            Sample Contract, 3.
                                                                                            Statement of Work, i. HCA
                                                                                            Pre-Appointment Review
                                                                                            and Verification.

Page 18, 2) r.   336.       Page 18, 2) r. Does agency authorize parking, ferry, toll       Answer:
                            fees? What other fees are anticipated? Does HCA reserve
                            the right to deny fees that the agency has authorized in        No, the contractor
                            good faith? If so, what criteria is expected (for example,      authorizes these fees. No
                            what criteria is currently in play with the current brokers?)   other fees are anticipated.

                                                                                            HCA shall pay the
                                                                                            contractor only for
                                                                                            authorized services
                                                                                            provided in accordance
                                                                                            with the contract.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                      Page 121
RFP Section,    Question                       Bidders Questions                              HCA Responses
  Exhibit or    Number
   Issue
None            337.       3), c) What other reasons for an unfilled encounter are       Answer:
                           anticipated other than "no interpreter available/willing",
                           especially when working solely with independent contractors   With the expanded scope
                           who are self-assigning jobs? Will there be pressure to        of telephonic and VRI
                           interview interpreters to find out why nearby interpreters    services, HCA does not
                           were not available? How much detail will be required?         anticipate there will be
                                                                                         unfilled appointments other
                                                                                         than for the reasons in
                                                                                         your questions. The
                                                                                         contractor must document
                                                                                         responses from the
                                                                                         interpreters to whom
                                                                                         assignments are sent.

Page 22,        338.       Page 22, Section 2, e) Please explain what is meant by        Answer:
Section 2, e)              "verified" and what is meant by improprieties - those
                           committed by interpreters? requestors? providers? clients?    The contractor must verify
                                                                                         on a monthly basis that a
                                                                                         health care service
                                                                                         occurred for which HCA
                                                                                         paid an Interpreter
                                                                                         Encounter for a Client by
                                                                                         performing a verification
                                                                                         review on a minimum of
                                                                                         ten percent (10%) of
                                                                                         Interpreter Encounters.
                                                                                         Improprieties may be
                                                                                         committed by interpreters
                                                                                         or requestors, or clients.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 122
RFP Section,   Question                         Bidders Questions                                  HCA Responses
  Exhibit or   Number
    Issue
Section 5.     339.       Section 5. Please define "Outreach Activities".                     Answer:

                                                                                              As stated in Exhibit B, 3 e,
                                                                                              Outreach Activities refers
                                                                                              to the Outreach, Training
                                                                                              and Education provision
                                                                                              the contractor must
                                                                                              provide.

Page 7,        340.       Page 7, Section 4, a (3) Are telephonic and VRI interpreters        Answer:
Section 4, a              required to pay union dues if they are employed by the
(3)                       agency? Does this not represent a conflict with current             Only language access
                          interpreter's union statutes? If the VRI and telephonic             providers as defined in
                          interpreters are employees of the agency or subcontractor,          RCW 41.56.030(11) are
                          will their pay still come separately via union negotiation?         covered by the CBA and
                                                                                              subject to pay union
                                                                                              dues/fees. The contractor
                                                                                              determines payment for
                                                                                              their employees, not via
                                                                                              union negotiation.

Page 29 (u)    341.       Page 29 (u) Re: "One (1) list, describing all claims made or        Answer:
                          legal actions filed by and against the Bidder within the last
                          five (5) years, within the USA. The Bidder must detail the          The Bidder may consult
                          outcome of all such claims or legal actions. Include the            their legal counsel for
                          case citation or caption, if any. Failure to respond to this        advice regarding this
                          requirement will result in disqualification. Is an appeal of an     question.
                          erroneous tax assessment by the Department of Revenue
                          considered a "legal action filed by" the bidder, or is it just an
                          appeal, not to be included in the RFP response?




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                         Page 123
RFP Section,   Question                        Bidders Questions                              HCA Responses
  Exhibit or   Number
   Issue
None           342.       Are telephonic and VRI currently being scheduled through      Answer:
                          the brokers?
                                                                                        No.
                          Through another entity?
                                                                                        No.
                          What are current annual expenditures for VRI?
                                                                                        Information not available.
                          For telephonic?
                                                                                        Information not available.
                          What are the corresponding volumes that are filled,
                          annually?                                                     Information not available.

None           343.       What are the current regional administrative costs for in-    Answer:
                          person interpreting through the Brokers?
                                                                                        The monthly administrative
                          What percentage of HCA (or DSHS) requests are filled by       amount is approximately
                          the broker, versus an outside in-person source?               $126,000.00.

                                                                                        Both HCA and DSHS do
                                                                                        not collect this data.
None           344.       Is there any time extension, now that you have received all   Answer:
                          of these questions?
                                                                                        HCA reserves the right to
                                                                                        make adjustments to the
                                                                                        RFP schedule.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                 Page 124
RFP Section,   Question                       Bidders Questions                             HCA Responses
  Exhibit or   Number
    Issue
RFP            345.       Throughout this RFP, to whom does the term                   Answer:
                          “subcontractor” refer to (examples on page 7, 26, and 27)?
                                                                                       The RFP defines
                                                                                       “subcontract” on RFP page
                                                                                       18, section. 10 jj.
                                                                                       “Subcontractor” refers to
                                                                                       any individual or entity with
                                                                                       whom the Contractor has
                                                                                       entered into a separate
                                                                                       agreement to perform all or
                                                                                       a portion of the duties and
                                                                                       obligations that the
                                                                                       Contractor is required to
                                                                                       perform pursuant to the
                                                                                       Contract resulting from this
                                                                                       RFP.

None           346.       Why are the requirements in 4(b)(14) only for contracted     Answer:
                          interpreters.
                                                                                       Revised
                                                                                       This section of the RFP
                                                                                       has been edited to include
                                                                                       all interpreters.

None           347.       What does the language in 4(b)( 6) refer to? What calls      Answer:
                          need to be answered in 30 seconds? Calls from anyone, or
                          calls from requestors for scheduling a telephonic or video   This refers to all incoming
                          interpreter?                                                 calls to the Contractor’s
                                                                                       Customer Services Center.
                                                                                       95% of all incoming calls
                                                                                       need to be answered
                                                                                       within 30 seconds.




K559 – Amendment 2 - Reposted
Question and Answers                                                                                                   Page 125

								
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