Advisory Services for the Low Income Home Energy Assistance Program
3.0 SCOPE OF WORK
3.1 DEVELOP OHEA ASSESSMENT PROTOCOL
The contractor shall develop a written assessment protocol in which the methodology to be used in analyzing the OHEA program is identified along with the rationale for its use. The contractor shall submit its assessment methodology protocol to the State Contract manager for approval prior to any assessments.
3.1.1 OHEA ASSESSMENTS
The contractor shall analyze, assess and make recommendations on the OHEA program focusing on the policies and procedures of the office, scope of work of each OHEA staff position and the capacity of the staff to achieve its goals.
3.2 DEVELOP OPERATIONAL PROCEDURES FOR THE OHEA PROGRAM
The contractor shall deliver a written final report that addresses the following:
a) goals, objectives and prioritization;
b) leadership capacity and capabilities;
c) policies and procedures;
d) existing and potential sources of data and information with emphasis on data integrity and quality, integration of tabular data with spatial data within a Geographic Information System environment, data use by management and flow of data throughout department;
e) task delegation processes and allocation of resources and personnel;
f) work assignments, best work practices, equipment and outsourcing with the goal of creating a more efficient and effective program
g) communication means and methods both vertical and horizontal; and
performance and quality assurance measures and processes.
3.3 DEVELOP LIHEAP/USF ASSESSMENT PROTOCOL
The contractor shall develop a written assessment protocol in which the methodology to be used in analyzing the LIHEAP/USF program is identified along with the rationale for its use. The contractor shall submit its assessment methodology protocol to the State Contract manager for approval prior to any assessments.
3.3.1 LIHEAP/USF ASSESSMENTS
The contractor shall analyze, assess and make recommendations on the program focusing on the policies and procedures of the office, each staffs scope of work and the capacity of the staff to achieve its goals.
3.4 DEVELOP OPERATIONAL PROCEDURES FOR THE LIHEAP/USF PROGRAM
The contractor shall deliver a written final report that includes, but is not limited to, the following: a) how the program can be replicated and streamlined in all 29 LIHEAP/USF Intake Agencies, after reviewing a minimum of 15 LIHEAP/USF Intake Agencies, to create an improved and uniform operating model. b) methods of distributing and collecting applications, organizing the completed applications once received, tracking their status and detecting and preventing fraud in the program.
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c) a new software program to be used by the Intake Agencies that can capture client information, provide a search mechanism and allow for the tracking of applications once received by the local offices. d) a new telephone system for the Intake Agencies that can carry a large volume of calls, maintain a messaging system and is compatible for all 29 offices. e) goals, objectives and prioritization; f) leadership capacity and capabilities; g) policies and procedures; h) task delegation processes and allocation of resources and personnel; i) communication means and methods both vertical and horizontal; and j) performance and quality assurance measures and processes.
