(RFP) - Terminal Operator Services for the Statewide Fingerprint ...

RFP APPENDIX B, STATEMENT OF WORK (SOW)
[CONTRACT ATTACHMENT A, SOW]
STATEWIDE FINGERPRINT IMAGING SYSTEM (SFIS) TERMINAL OPERATOR SERVICE
3.5 Method for continuing to provide services to County in the event of a strike
of the Contractor’s employees.
3.6 Method for ensuring Contractor has adequately trained backup staff and
for ensuring Contractor provides replacement staff, as described in SOW,
Subparagraph 2.8, herein.
3.7 COMPLAINTS
Contractor shall establish a procedure to resolve participant and
community grievances, including Civil Rights complaints, before they
reach a formal complaint level (See Contract, Subsections 8.5, and 8.7).
3.7.1 Rights Complaints Procedure
Contractor shall comply with the terms of the Civil Rights
Resolution Contract, (Contract, Attachment B. SOW, Exhibit B-23),
as directed by DPSS, which includes but is not limited to the
following:
3.7.1.1 Ensure public contact staff attends the mandatory Civil
Rights training provided by the County. Contractor shall
complete the Civil Rights Training Report, with a list
attached of all staff in attendance, (Contract, Attachment
B, SOW, Exhibit B-26, keep on file, and provide to CCA
upon request..
3.7.1.2 Ensure notices and correspondences provided to the
participants, if any, are in their respective primary
language and provide interpreters to ensure meaningful
access to services to all participants.
3.7.1.3 Maintain a record of all Civil Rights materials provided by
the County and ensure all participants are provided with
the Civil Rights materials.
3.7.1.4 Develop, and operate procedures for receiving,
investigating and responding to civil rights complaints as
follows:
a) Must provide and assist participants with completing
a PA 607 Complaint of Discriminatory Treatment
Form, (Contract, Attachment T) in the participants’
primary language.
b) Maintain a log of Civil Rights complaints.
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