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					                                SCOPE OF SERVICES
            Southern Crescent Area Agency on Aging – Elder Abuse Prevention
                                Fiscal Years 2008-2011


    3.5 Scope of Services for Elder Abuse and Consumer Fraud Prevention

    A. Purpose of Procurement

        The Area Agency on Aging is requesting proposals from qualified offerors
        capable of providing Elder Abuse and Consumer Fraud Prevention.

       The successful offeror will provide:

       Information and outreach to individuals and groups to prevent elder abuse and
       consumer fraud. Provision of referrals to organizations and agencies whose
       primary function is advocacy and/or legal representation; coordination with
       community coalitions, task forces, commissions, councils, et.al on activities aimed
       at protecting the rights of consumers.

       The Georgia Department of Human Resources Division of Aging Services Adult
       Abuse Prevention and Reporting Guide can be located on the web at
       http://www.georgiaombudsman.org/docs/EASTATEGUIDE5.01.doc

    B. Program Legislation, Regulation, Program Standards and/or
       Guidelines:

            Administration on Aging web page for Older Americans Act
             (http://www.aoa.gov/about/legbudg/oaa/OAA-complilation-unofficial.pdf)
            DHR/DAS Standards for Georgia Elder Abuse and Consumer Fraud
             Prevention Program and other rules, regulations, standards and transmittals
             promulgated by the State of Georgia and the Area Agency on Aging program
             directives.

    C. Program Description - Offeror to describe fully the method of provision for
       Elder Abuse and Consumer Fraud Prevention Program:
        Describe how priority for services to clients will be determined.
        Indicate that all counties in AAA will be covered or request a waiver if certain
          counties will not be covered.
        Indicate the target population that will receive services.

    D. Capacity - Outline offeror’s background and capacity to provide this service
       effectively. Address sustainability and the qualifications of Offeror’s
       organization and staff to provide services as proposed.

            Describe how the Offeror will interface with the Area Agency on Aging
             and/or Division of Aging Services to resolve issues effectively related to
             service delivery and clients.

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            Southern Crescent Area Agency on Aging – Elder Abuse Prevention
                                Fiscal Years 2008-2011


            Discuss the qualifications and capability to provide effective services that will
             meet all program standards.
            Organizational chart (provided in Section 3.1) demonstrates effective lines of
             communication and program responsibility, and detail percent of staff time
             assigned to each service or program.
            Indicate additional staff supporting elder abuse prevention activities, their
             position, status (paid or volunteer) and their role in the EAP program.
            State when (days and hours of operation) and where services will be provided,
             and if alternate delivery sites are used, identify each site and days and hours of
             operation.

    E. Plan of Service – Each provider must conduct community education and two
       additional program components listed below. Complete the goals and objectives
       chart for each program component to indicate how the Offeror will complete the
       following program components.

             1. Community Education – Defined as a presentation to more than one
                individual on a topic pertaining to elder abuse, neglect, exploitation, or
                consumer fraud. The audience for community education sessions would
                include older adults, caregivers, disabled individuals or the general public.

                   Describe your proposed plan for conducting community education
                    sessions in the region. Discuss topics to be covered, target populations
                    to reach, types of materials that will be used, etc.
                   Describe the number of individuals Offeror plans to reach with
                    community education sessions. Providers are expected to conduct a
                    minimum of 10 community education sessions annually. Fifty percent
                    of these sessions may be provided in conjunction with required Long
                    Term Care Ombudsman (LTCO) or Elderly Legal Assistance Program
                    (ELAP) community education sessions.
                   Describe how Offeror will determine the types of elder
                    abuse/consumer fraud information that is needed by older adults,
                    caregivers, agencies and others in the community.
                   Describe how Offer will evaluate a minimum of fifty percent of the
                    community education sessions. Describe the methodology of
                    evaluation as proposed.

             2. Information and Referral -Defined as any telephone contact with an
                individual regarding available services and programs to address abuse,
                neglect and/or exploitation. Information and referral includes screening of
                individuals to determine the extent of the problem and making appropriate
                referrals to law enforcement, adult protective services or other appropriate
                entities and also follow up, as needed, to individuals who are referred to
                other agencies.
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                    Describe how Offeror plans to provide Information and Referral and
                     estimated number of clients to be served. Indicate how Offeror
                     calculated this estimate.
                    Describe how Offeror will interface with the Area Agency on Aging
                     (AAA) Gateway Information and Assistance.
                    Describe how Offeror will demonstrate clients are served no later than
                     two business days after contact with your agency.
                    Describe how Offeror will screen individuals to determine if they are
                     victims of abuse, neglect and/or exploitation (ANE) or consumer
                     fraud.
                    Describe how Offeror will follow up on referrals made to other
                     agencies (e.g., referrals to APS or law enforcement for suspected
                     abuse).
                    Describe how Offeror will know that the client received the
                     information he/she needed and how they used that information to make
                     decisions?

        3.       Program Awareness - Defined as any activity by an agency/organization
                 for the purpose of informing the general public about the problem of
                 abuse, neglect, exploitation, and consumer fraud, available resources, and
                 to identify potential clients. These interventions include, but are not
                 limited to creating and distributing public service announcements, press
                 releases, media interviews, large scale mailing of information to target
                 populations (i.e. religious organizations or law enforcement),
                 dissemination of information and interaction with individuals at
                 informational fairs, forums and other venues, outreach directed towards
                 the law enforcement/judicial and/or medical communities.

                    Describe the program awareness activities Offeror will participate in
                     or conduct.
                    Describe the number of program awareness activities planned.
                    Describe the type(s) of information Offeror will provide during these
                     events(e.g., fact sheets, brochures on services, etc)

        4.       Professional/Volunteer Training - Defined as a presentation to more
                 than one individual who is either in a volunteer position or is a
                 professional. The training must be on a topic pertaining to elder abuse,
                 neglect, exploitation, or consumer fraud. The audience for training
                 sessions would include, but not be limited to, nursing home staff, social
                 workers, law enforcement, older adults, caregivers, the disabled
                 individuals, or the general public.



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                                 Fiscal Years 2008-2011


                    Describe Offeror’s proposed plan for conducting training sessions in
                     the PSA. Detail topics to be covered, target populations to reach, and
                     types of materials that will be used.
                    Describe how many training sessions the offeror will conduct this
                     year. Providers are expected to provide a minimum of 4 training
                     sessions annually. Fifty percent of the sessions may be provided in
                     conjunction with required LTCO/ELAP community education.
                    Indicate the number of individuals Offeror will plan to reach with this
                     training.
                    Describe how Offer will evaluate a minimum of fifty percent of the
                     training sessions. Describe the methodology of evaluation as proposed.
                    Describe the method Offeror will use to determine the training needs
                     of professionals and volunteers in the community.

        5.       Management of Volunteers - Defined as the process of supervising
                 and/or managing any volunteer who engages in activities to prevent elder
                 abuse, neglect, exploitation, and consumer fraud. Volunteer activities may
                 include, but not be limited to: information and referral, community
                 education, program awareness or office support.

                    Describe Offeror’s plan to recruit, train, supervise, evaluate and
                     manage volunteers in your program.
                    Describe the services volunteers will provide.
                    Describe how Offeror will provide oversight and coordinate the
                     volunteer program.
                    Describe the activities Offeror will provide to celebrate and
                     acknowledge volunteers.

        6.       Coordination - Defined as activities which involve meeting and/or
                 coordinating with other agencies or elder rights programs to learn about
                 and/or improve conditions for individuals and/or their caregivers affected
                 by elder abuse, neglect, exploitation, and/or consumer fraud. May include
                 care coordination as appropriate.

                    Describe how Offeror will coordinate efforts with other providers of
                     elder abuse and fraud prevention activities in your area, especially
                     providers in the elder rights system (e.g., Senior Adult Victims
                     Advocate Program, GeorgiaCares, ELAP, LTCO, Adult Protective
                     Services, etc.)
                    Describe partnerships or collaborations Offeror will have with other
                     community organizations to increase awareness of elder abuse/fraud,
                     improve the quality of protective services for older adults, and reduce
                     the incidence of abuse and fraud. (e.g. judicial system, law

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             Southern Crescent Area Agency on Aging – Elder Abuse Prevention
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                     enforcement, the medical community, legal providers, financial
                     services, domestic violence shelters, rape crisis programs, etc.)

        7.       Special Initiatives of Collaborations - Defined as any creative approach
                 or strategy to prevent elder abuse, neglect, exploitation, or consumer
                 fraud.

                    Describe any special initiatives that Offeror will undertake to reduce
                     the number of cases/incidences of abuse/fraud of adults who are older
                     and/or disabled.
                    Describe any initiatives that may be related to abuse against older
                     women; sexual abuse; financial exploitation; self-neglect and/or
                     emotional abuse.
                    Describe any special initiatives, innovations that will enhance
                     Offeror’s program in the community.
                    Describe any new or on-going plans to obtain additional financial
                     support or resources for this program.
                    Describe any partnerships or collaborations with other community
                     organizations or private businesses that will strengthen the services
                     provided by Offeror.

    F. Outreach or Marketing Plan

             Describe the program awareness activities or marketing plan for agency.
             Describe any specific populations Offeror will target, if any.
             Describe the methods Offeror will use to provide outreach to persons in the
              community as well as minorities, homebound or otherwise isolated
              individuals.
             Describe any special materials or techniques Offeror has developed to reach
              special populations.
             Describe methods to be used to provide services to Limited English
              Proficiency/Sensory Impaired (LEP/SI) clients.

    G. Professional Staff Development

             Describe how Offeror will provide intra-agency staff orientation and training
              and provide an outline of the orientation schedule and topics.
             Describe the agency’s staff recruiting practices and retention strategies.
              Indicate the annual staff turnover rate from the most recent fiscal year.
             Describe Offeror’s plan for conducting on-going intra-agency elder abuse
              prevention staff training including topics and number of training sessions to
              be held.
             Describe method Offeror will use to determine the training needs of agency
              staff.
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                                Fiscal Years 2008-2011


            Describe any specific Elder Abuse Prevention training staff will attend to
             increase their knowledge of elder abuse and fraud prevention.

    H. Client Confidentiality

            Describe policy or procedures concerning client confidentiality

    I. Technology and Ability to Meet Reporting Requirements

            Describe agency’s capacity for and use of technology, both in agency
             administration and delivering services.
            Describe agency’s strategic plan for maintaining adequate stock including
             hardware, software and voice/data services.
            Indicate capacity or plan to interface with the Division of Aging Services
             Aging Information Management System (AIMS) for reporting.
            Detail person(s) responsible for data validation, data entry and reporting.

    J. Quality Assurance Program or Plan:

            Describe how Offeror will insure the quality of the program or services to
             clients.
            Describe how Offeror will measure the effectiveness of the program.
            Describe how Offeror will determine if the program had an impact on the
             clients.
            Describe how Offeror will determine the client’s satisfaction with services.




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          Southern Crescent Area Agency on Aging – Elder Abuse Prevention
                              Fiscal Years 2008-2011


Performance Goals, Objectives, and Performance Measures
      (Example of Completed Form)

SFY:               Enter State Fiscal Year that goal will be priority
                   (Example: SFY 2008)
Service or         Enter the name of the program or Service (Example: Elder Abuse and
Program            Consumer Fraud Prevention)
Name:
Priority:          Identify the AoA, DAS or AAA Priority this will address (Example:
                   AAA Priority: Provide quality services to clients to maintain their
                   independence.
Goal:              A long term result that is broad in focus. The goal describes, in general
                   terms, the desired outcomes or purposes that will be accomplished as a
                   result of meeting the objectives. (Example: Increase the customer
                   satisfaction for persons receiving Elder Abuse and Consumer Fraud
                   Prevention – Community Education)
Objectives         The result to be accomplished, and when completed, will move the
                   organization toward their goal and projected date of completion.
                   (Example: Complete an evaluation of 50% of all Elder Abuse and
                   Consumer Fraud Prevention - Community Education sessions )
Action             State tasks or actions that must be completed, who is responsible, and
Steps/Time         projected date of completion. (Example: Increase the # of evaluations
Line:              that rated the community education program as very satisfied.)

Performance        Describe how the result will be measured. (Example: The number and
Measure:           percent of “very satisfied” with their EAP community education
                   session). Enter the mechanism by which the data will be collected to
                   report the performance measure for each objective. (Example:
                   Approved customer satisfaction survey)
Outcomes:          Enter the numeric target amount that will be achieved for each
                   performance measure. (Example: 75% of persons will rate they were
                   “very satisfied” with the EAP community education session.)




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          Southern Crescent Area Agency on Aging – Elder Abuse Prevention
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    Performance Goals, Objectives, and Performance Measures
       (FORM TO BE COMPLETED FOR EACH SERVICE GOAL)

SFY:
Service or
Program
Name:
Priority:

Goal:

Objectives:

Action
Steps/Time
Line:

Performance
Measure:
Outcomes:




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Suggestions for Administrative Review:

    Administrative Review – (No points assigned for this section. Either yes or
    no, and if not available, then Technical Proposal or Budget Proposal will
    not be reviewed.)
    2.0 Mandatory Requirements Satisfied
     Offeror meets all of the stated Qualification Requirements                  Yes or No
     Offeror meets all stated Business Requirements                              Yes or No
     Offeror submitted all stated Submission Requirements                        Yes or No
     Offeror meets budget requirements                                           Yes or No
    4.0 Budget Proposal
     Budget Narrative Submitted                                                  Yes or No
     Revenue Plan and Units/Persons for:
          Individual Services                                                    Yes or No
          Staff Activity Logs                                                    Yes or No
     Uniform Cost Methodology Spreadsheet Completed                              Yes or No
    5.0 Proposal Submission
     Proposals Packaged and Delivered according to Requirements                  Yes or No
     Correct # of Proposals Submitted                                            Yes or No
     Proposals Submitted in a timely matter                                      Yes or No
    6.0 Assurances
     Letter of Transmittal with assurances provided and signed                   Yes or No
    9.0 Appendix
     All signed required are signed and included in Appendix 9.3; 9.4; 9.5       Yes or No




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Technical Proposal Evaluation Criteria:

    Section 3.0 Technical Proposal                                                            Maximum #
                                                                                              of Points
       3.1 Offeror described Company Structure including;                                               50
         Submitted Organizational Chart
         Identified Business Organization
         Submitted Board of Directors and/or Advisory Board
     3.2 Offeror meets all preferred Experience requirements                                            50
     3.3 Offeror has demonstrated Financial Stability and positive Cash Flow                            50
     3.4 Offeror has adequately explained any Business Litigation over the past five                    50
        years
     3.5 Scope of Program and Services                                                       200
     Offeror has effectively described the method of provision of services                             200
        Capacity                                                                              200
     Offeror has demonstrated ability to provide quality services                                       50
     Offeror has sufficient qualified staff and supervision as demonstrated on the                      50
        organizational chart to provide the service
     Offeror has a staff plan and assigned staff time to each program appropriately                     50
     Offeror’s days and hours of operation are sufficient to deliver services effectively               50
    Plan of Service                                                                           250
     Offeror’s Plan for delivery of services indicates the ability to provide all required              34
        services effectively
         Community Education                                                                            18
         Information and Referral                                                                       18
         Program Awareness                                                                              18
         Professional/Volunteer Training                                                                18
         Management of Volunteers                                                                       18
         Coordination                                                                                   18
         Special Initiatives and Collaborations                                                         18
         Outreach or Marketing Plan                                                                     18
         Professional Staff Development                                                                 18
         Client Confidentiality & Contributions                                                         18
         Technology and Ability to Meet Reporting Requirements                                          18
         Quality Assurance Program                                                                      18
    Performance Goals, Objectives, and Performance Measures                                   150
     Offeror linked to appropriate AoA or DAS or AAA Priority                                           25
     Offeror stated the a broad focus for a program goal                                                25
     Offeror proposed appropriate objectives to be accomplished, and when                               25
        completed, will move the agency toward the goal and date of completion
     Offeror clearly defines the action steps, who is responsible and when they will be                 25
        completed
     Offeror clearly stated how the result will be measured and the mechanism to                        25
        collect this data
     The Offeror provided a numeric target amount that will be achieved for each                        25
        performance measure
                                                                          TOTAL SCORE         1,000


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