Adecco Group Professional Recruitment and Solutions

Response to Emergency Procurement

Solicitation SP-20-0115

June 19, 2020

RESPONSE SIGNATURE PAGE ................................................................... 3

INFORMATION FOR EVALUATION ............................................................ 5 E.1 CAPABILITIES AND EXPERIENCE ................................................................. 5 E.2 CALL CENTER CAPABILITIES ........................................................................ 9 E.3 CONTACT TRACING CAPABILITIES ..............................................................11 E.4 COMMUNITY HEALTH CARE ....................................................................... 14 E.5 DATA MANAGEMENT AND SECURITY ......................................................... 16 E.6 IMPLEMENTATION ...................................................................................... 17

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Response Signature Page Please refer to the following page for the executed “Response Signature Page.”

SP-20-0115 Response Packet Page 2 of 4

PROPOSAL SIGNATURE PAGE

PROSPECTIVE CONTRACTOR INFORMATION

Company:

Address: AR Vendor # (if known)

City: State: Zip Code:

Business Designation:

☐ Individual ☐ Sole Proprietorship ☐ Public Service Corp

☐ Partnership ☐ Corporation ☐ Nonprofit

Minority and Women-Owned Designation*:

☐ Not Applicable ☐ American Indian ☐ Service-Disabled Veteran

☐ African American ☐ Hispanic American ☐ Women-Owned

☐ Asian American ☐ Pacific Islander American

AR Certification #: ________________ * See Minority and Women-Owned Business Policy

PROSPECTIVE CONTRACTOR CONTACT INFORMATION

Contact Person: Title:

Phone: Alternate Phone:

Email:

CONFIRMATION OF REDACTED COPY

☐ YES, a redacted copy of submission documents is enclosed.

☐ NO, a redacted copy of submission documents is not enclosed. I understand a full copy of non-redacted

submission documents will be released if requested.

ILLEGAL IMMIGRANT CONFIRMATION

By signing and submitting a response to this Solicitation, a Prospective Contractor agrees and certifies that they do not employ or contract with illegal immigrants. If selected, the Prospective Contractor certifies that they will not employ or contract with illegal immigrants during the aggregate term of a contract.

ISRAEL BOYCOTT RESTRICTION CONFIRMATION

By checking the box below, a Prospective Contractor agrees and certifies that they do not boycott Israel, and if selected, will not boycott Israel during the aggregate term of the contract.

☐ Prospective Contractor does not and will not boycott Israel.

An official authorized to bind the Prospective Contractor to a resultant contract shall sign below.

The signature below signifies agreement that any exception that conflicts with a Requirement of this Solicitation will cause the Prospective Contractor’s proposal to be rejected.

Authorized Signature: Title:

Printed/Typed Name: Date:

Adecco Group Professional Recruitment and Solutions

10151 Deerwood Park Blvd. Building 200, Suite 400Jacksonville FL 32256

X

X

N/A. We are not a minority or women-owned business.

Stan Abraham Vice President, National Accounts

(Accounting Principals, Inc., dba Ajilon, in partnership with our sister brand, Special Counsel, Inc.)

310.527.2777

X

Vice President, National Accounts

6.18.2020Stan Abraham

X

stan.abraham@accountingprincipals.com562.650.7911

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Information for Evaluation

E.1 CAPABILITIES AND EXPERIENCE A. Describe previous or current engagements performed by your organization within the last three (3) years of similar size and scope to those described in the Solicitation that demonstrate your organization’s capability to perform all services required in the Solicitation. For each engagement referenced, provide the entity name, contact information (including contact name and email address), contract term dates, and geographic area serviced. We possess a wealth of experience designing and implementing client-tailored solutions, similar in size and scope to the Contact Tracing program that ADH seeks and outlines in this Emergency Procurement initiative. We provide reference information for several of these below. Note: Due to word count restrictions, in our response to this question, we have elected to focus on our ability to successfully implement client-tailored programs requiring large volumes, rather than focus exclusively on those specific to call center. We provide further description/reference information pertaining to our call center success and our response to COVID-19 specific initiatives in our answers to questions E.1.D, and E.4.A below.

References Services Provided

We provided legal services related to processing

e have placed more than 450 associates on assignment to date.

We acted as the exclusive staffing provider for

relocation from

In a six-month timeframe, we placed 300 associates in

In the past six (6) months, we have helped build out their mortgage department, making 125 placements for a variety of skill categories. At one point, we placed more than 40 associates within a two-week period.

Manage $5B contract portfolio from drafting to renewal and vendor onboarding of ~20k resources annually.

Entity Name

Fortune 50 Tech Company

Point of Contact

Available upon request

Phone Available upon request

Email Available

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upon request

Contract Term Dates

April 2020 – Ongoing March 2020 - Present

August 2019 – June 2020 March 2017 – Present

Geographic Area Serviced

National Kansas City

U.S. Locations

Prairie Village, Kansas National

B. Include experience implementing and operating contact tracing systems. Adecco Group Professional Recruitment and Solutions has more than 40 years of experience implementing similar solutions featuring many, or all of, the program components stated in section “1.3. Specifications” of this Emergency Procurement Initiative. On an annual basis, we staff between 9,000 and 15,000 subject matter experts on teams that deliver solutions engagements which touch on nearly every American industry. We manage long-term outsourced engagements that have continued for several years, as well as defined end projects that are slated to last multiple years. Furthermore, in 2019, we placed more than 4,000 call center associates at nearly 800 clients nationwide, and we were recently selected as an authorized staffing partner for 1,300+ contact tracer roles with the While our experience implementing and operating contact tracing systems is admittedly limited due to the unprecedented nature of the novel Coronavirus pandemic, which spawned the need for this specific type of role and system, we are confident that our repeatable and transferable practices and methodology, honed from years designing and implementing outsourced managed solutions and/or staffing projects requiring a large number of call center talent, make us unique when compared to competitors who may not be able to provide every aspect of the program ADH seeks. Our Solutions division is dedicated to working alongside our clients to develop custom tailored workflows and processes, especially for offerings not yet common in the market. We leverage our legal, technology, and professional staffing strengths to build teams who implement, execute and support these offerings. Together these solutions empower our clients to complete tasks of all scales and sizes and build sustainable, repeatable workflow models. C. Include the size of the system installation, a brief description of the solution provided, and the methodology employed. Our in-house development team possesses a wealth of experience designing and implementing solutions within various contact tracer and call center platforms, similar in size and scope to the system that ADH will require for the contact tracing program within scope. Our team’s methodology and practices have been tested across a broad array of platforms and we have delivered for some of the biggest clients in the U.S. market (see our response to A, above).

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Upon award, we will conduct initial discovery conversations to ascertain further detail pertaining to your requirements and tailor our solution accordingly. D. Include experience staffing and managing a call center utilizing remote staff with outbound unsolicited call experience specifically for health care related phone-based education. Adecco Group PRS is among the most respected and well-known staffing providers of customer service representatives nationwide. In 2019, we made 4,000+ customer service/call center placements for 800+ clients with similar needs to Arkansas Department of Health including the following clients: .

Managing Remote Teams Since the onset of the COVID-19 pandemic in March of 2020, the vast majority of our clients have moved to models where they and we have been forced to manage staff remotely. Without proper planning and experience, this structure, or lack thereof, can pose significant challenges. Fortunately, Adecco Group PRS has been an 80% remote organization for years prior to the pandemic, and we recently moved to a 100% remote team management structure. This experience has allowed us the ability to quickly and successfully pivot to meet our clients’ needs for consultation and assistance pertaining to managing remote teams. A few recent notable examples include:

• Contact Tracer Project: April 2020 – Ongoing – 1,300 contact tracer candidates submitted

• : March 2020 – Ongoing – See response to response to E.1.A

• Pharmacy Retail Client: Ongoing – Urgent need to move a review team from onsite to remote as a result of COVID-19 – While on-site, the team averaged 9-11 hours a day and had a rate of review of 65.2

documents an hour. While working remotely, the team averaged 33.4 hours a day and had a rate of review of 69.1 documents an hour

• A Global Food Producer: Ongoing – Leveraging our expertise and internal resources, we were able to provide a trusted

remote workspace and collaboration environment for a nuanced, multi-level support litigation review

Call Center Reference

• Consistently fill 20-35 call center roles at any given time in Overland Park, Kansas

• Reference Information:

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E. Include experience providing phone-based education about government agency program topics. Adecco Group PRS routinely places hundreds of associates on assignment to meet our government clients’ needs for call center staff, many of whom are tasked with providing phone-based education about government agency program topics. For example, in our response to G., below, we detail an example of our ability to staff a call center that our client built specifically in response to the creation of the Obamcare Exchange. Our staff was tasked with fielding inquiries pertaining to the health insurance packages available through the Exchange. Furthermore, our internal project managers are regularly tasked with hosting phone-based education sessions, training our associate teams, and participating in large group strategy sessions; each is well suited to speaking before audiences of all sizes. The combination of our repository of subject matter expertise and the ability to confidently and clearly present complex information gives us a unique ability to efficiently train large groups. Moreover, in 2019, we placed approximately 160 associates in call center roles for 25+ government agency (or similar) clients nationwide. F. Include experience providing report documentation for phone-based interviews. Our internal project managers are experts in training associate teams on best practices pertaining to information collection from a variety of phone-based sources including interviews, interrogatories, verbal questionnaires, deposition preparation etc. Additionally, we can create and track a client-specific suite of quality assurance metrics which allow us to measure our performance and ensure that all associates adhere to any and all required documentation practices. We can provide reporting that speaks to our performance against these metrics at agreed upon intervals. G. Include experience managing staffing levels for onsite and remote staff where workload fluctuations were constant. At program onset, we conduct initial discovery conversations to determine anticipated workloads so that our recruiting teams are prepared to scale our temporary workforce to meet the ebb and flow of demand. Understanding the unknown and unknowable nature of the COVID-19 infection rate nationally and in State of Arkansas, and its direct impact on the need for contact tracing staff, ADH can take comfort in a partnership with firm like ours, as scalability serves as a hallmark at the heart of our service delivery models – as evidenced in the client projects and references throughout this proposal. Below, we provide another brief case study which describes a comparable example in which we delivered a scalable model to help a major hospital meet their rapidly-changing needs for call

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center staff in correlation with unknowable outside influences resulting from new, unprecedented legislation.

Challenge In 2013, many healthcare organizations experienced a greater need for insurance eligibility representatives due to an increase in call volume pertaining to health insurance packages available through the newly-formed Obamacare Exchange. In response, our client opened a new call center to accommodate the influx of inquiries.

Solution Our team immediately began sourcing talent, targeting individuals with previous customer service/call center and/or healthcare backgrounds and, in a matter of days, we placed 10 customer service representatives in the Hospital’s new call center. We eventually filled an additional 55 roles, including two (2) supervisors, over the course of six (6) months.

Results Eventually, as initial call volumes naturally began to wane, so, too, did our client’s needs for customer service representatives. Nevertheless, our support delivered a lasting impact; by utilizing Ajilon to fill these roles, instead of traditional union labor we were able to help the client ramp up faster and take on more calls at a lower cost.

E.2 CALL CENTER CAPABILITIES A. Discuss your organization’s capabilities in providing overall operation and management of a call center for ADH that utilizes remote staff.

Sourcing Talent Our recruiters meet with top candidates weekly and use a variety of sources including:

• Internal database of more than 4 million active candidates

• Networking through professional organizations, including bilingual and diversity organizations

• College career centers

• Community resources

• Social media platforms

• State job services A significant competitive advantage is that we’re able to seamlessly flex our candidate profiles to match updated job descriptions and position requirements of ADH. Further, we have devised several strategies to identify and vet large numbers of candidates quickly, including interviews, group orientations, after-hours interview sessions, etc.*

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*Conducted remotely via Zoom/Teams/Skype/FaceTime etc.

Recruiting Team Our local branches and National Delivery team will support our recruiting efforts. These teams’ expertise is highlighted by:

• 40,000+ annual placements

• 4,000+ annual call center placements

• National Delivery Team of 40+ recruiters (high-volume project support)

• Nationwide network (1,700 colleagues at 80+ branches)

Management Strategies and Practices A successful engagement is predicated on effective communication with our client paired with clearly defined structure. We focus on the following three steps to allow for seamless operational coordination:

• Workflow Identification – Upfront consultative communication between our Project Managers and ADH

stakeholders (defined workflow goals and set ideal-state practices) helps ensure that the project framework is properly built to allow reliable scalability.

• Formalized Communication – We would establish escalation standards, distribution email lists and notification

protocols, and group chat platforms if needed to buttress the feature set within the remote call center software. All lines of communication will be captured both via flowchart and communication directory.

• Ownership – By identifying workflows and formalizing chains and methods of communication, our

Project Managers can ensure that task ownership is clearly demarcated. This also allows for ADH to quickly target where we need to bolster staffing, as there will be clear indicators where we can deploy support.

B. Discuss training methods your organization employs for all call center workers whether onsite or remote. Deploying our education and curriculum experts, we would work with our clients to ensure the training was a) Digestible and b) Retained. We have over 40 years of experience in delivering solutions that include standardized, incrementally updated, multi-topic trainings and training materials. We would work with the ADH to present the training materials in the same logical but comprehensible manner as we do with all of our projects, which means we would deliver three things first and foremost: Comprehensive Understanding; Interactive Training; and Concept Reinforcement.

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We have designed and presented trainings to be given on a variety of online formats. Our initial proposal for this engagement is to work with ADH to purpose the training materials into interactive webinar presentations delivered over Adobe Connect. This platform is moderated by the facilitator themselves which makes it easy for any trainer to use on short notice and allows for polls and quizzes that are tied to logins, showing trainers clearly the levels of comprehension across their classes, so follow up trainings and interventions could be tailored in a personalized manner. Once an associate is selected for an assignment, we conduct a client-tailored orientation to acquaint them with our policies and procedures pertaining to their role. Some of the items we cover during this pre-assignment training may include:

• General Information – Timesheet procedures – Policies and procedures – Payroll process – Absence/tardy reporting – Employee benefits – Referral awards

• Contact Tracer-specific Information – Expectations

– Clarify responsibilities of role – Explain SLAs/quality assurance metrics (if applicable) – Adherence to HIPAA requirements – System/technology training

– Best practices of the job – Coach associates on strategies to obtain the desired information – Provide word tracks to address potentially challenging scenarios – Call center telephone etiquette

– Set-up a virtual job shadowing process with previously placed tracers

E.3 CONTACT TRACING CAPABILITIES A. Discuss training methods your organization employs for in-person, home visit Contact Tracing. Upon award, we will work with the ADH stakeholders to understand the training methods employed for in-person home visit contact tracing. The major difference in our training process for those individuals that will conduct in-person home visit contact tracing services as opposed to contact tracing over the phone is that our training for in-person home visit tracers will include a significant safety component.

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In addition to the training components listed in our response to question B, we train these individuals on client-specific protocols in terms of physical set-up, process, record-keeping and use of PPE. Moreover, we have significant experience placing associates in roles requiring them to be potentially exposed to carriers of COVID-19. Since March, we have placed more than 500 health screeners on assignment at 80+ clients nationwide. The primary job responsibility of these associates is to take the temperature of any employee/visitor entering client facilities. B. Discuss training methods your organization employs to ensure all workers have full knowledge of HIPAA requirements. We will conduct mandatory ADH-specific orientation sessions for all contact tracers prior to assignment. As part of that orientation process, we will include training on HIPAA requirements via training modules which culminate in a retention quiz. This is standard practice for all client projects containing HIPAA requirements. A contact tracer’s employment will be contingent upon their attendance and successful completion of this training. Additionally, we continue to encourage and reinforce full compliance with HIPAA throughout our training process, described immediately below, and throughout the life of the program via the methods described in our response to E.3.C.

Training Methods Following the delivery of the training materials, shadowing for a period is the most effective knowledge sharing and confirmation method. First, we will frontload the shadowing and can make it available to entire trainee classes. Our expert trainers would perform the job duties, and the first 2-4 days classes would watch screenshares, engage in questions with the trainers and, and have periodic concept refresher quizzes. Following the initial shadowing period, we typically move to a 3- or 4-part divided day, where trainers and trainees will alternate practice and observation. At the end of the first week, the trainers have sufficient idea of which team members can be given more autonomy, and will start splitting up the classes, so they can focus on team members that need more educational support. Additional training as dictated by ADH, and remedial training as determined by Manager QA or QC efforts can be slotted into our training practices easily. Training and IT provisioning will be tracked through a centralized internal training compliance database. All training materials will be maintained in a central repository, complete with version and date history along with any tracked changes.

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C. Discuss management and oversight processes your organization employs to ensure full HIPAA compliance. As part of our service delivery model, we will employ a number of quality assurance tactics to ensure that all associates on assignment maintain full compliance with all program requirements, including HIPAA. These methods include but are not limited to:

• QualityAssurance/Compliance Audits of Contact Tracer Calls: Conducted at pre-determined intervals weekly/bi-weekly/monthly etc.

• Periodic Review of Collected Information: Similar to the audits conducted above, our managers will review information collected and stored during contact tracer calls.

• Business Reviews: We utilize business reviews (typically conducted quarterly) to assess the overall program, review our performance against SLAs, solicit feedback on our customer service, identify challenges/issues, etc. as a forum to introduce and discuss industry and market changes.

• Associate Performance Evaluations: Our performance evaluation program allows us to identify and communicate any areas that an associate may need to focus on improving. We can customize the performance evaluation format to meet any criteria the client desires.

• IT/Security Standards: We operate in a SOC2 environment, and our IT Security Response team is well versed in handling projects that concern HIPAA data. We are transparent about all of our security, and open to a security capabilities audit to ensure the ADH is confident of all our HIPPA data handling methods.

Additionally, please refer to our responses to questions E.5.C and E.5.D below for additional information on our HIPAA/PHI policies and best practices. D. Describe processes your organization uses to rapidly disseminate and implement programmatic and operational changes to all personnel. To continuously drive accountability and adherence to our clients’ policies and processes, our national and local account managers create and distribute service manuals, sometimes called “account playbooks,” to individuals assigned to the account. These guides live on our secure intranet site and function as “blueprints” for managing our support. We customize the content to the client’s policies and procedures at program onset, and refine, as needed throughout the life of the program. Our national and local account managers communicate any changes to policies/processes immediately, as necessary. This document serves as a manual for operations, training and quality improvement and offers the following benefits:

• Facilitates process standardization among all branches supporting the account

• Provides clear, concise operating instructions

• Eliminates guesswork

• Expedites the training of the team

• Provides in-depth knowledge of staffing needs and expectations

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Additionally, we conduct internal quality audits at pre-determined intervals to ensure consistency of service to our clients. All offices and departments within scope participate in these audits. E. Describe your organization’s capabilities in communicating with individuals who speak languages other than English. Include all languages your organization is able to provide. We have more than 40 years of experience staffing bilingual candidates to meet our clients’ needs for all center talent with a number of language proficiencies, including Spanish, Chinese, Portuguese, Tagalog, Italian, Korean, Gujarati, Polish, Hindi, and Arabic. Additionally, through use of IBM Kenexa Assess skills testing, we can verify language capabilities when Adecco Group PRS does not have native speakers of the language in our offices to verify language proficiency.

E.4 COMMUNITY HEALTH CARE A. Describe your organization’s experience and capabilities in training and collaborating with community-based health care programs and initiatives. Understanding the public health infrastructure and landscape of the local markets in which we operate is a key component of our service delivery models and we’ve been doing it for more than 40 years. Because of our deep experience supporting healthcare clients, the transition to supporting our clients’ COVID-19 related projects (Health Screeners and Contact Tracers) has been natural. Since March, we have supported 80+ clients, placing more than 500 associates on assignment in these positions. The bullets and references below represent of our success.

• Authorized staffing partner for 1,300+ contact tracer roles with the

• Placed 39 Health Screeners for a multinational food and beverage company based in Harrison, NY

• Placed 27 Health Screeners at multiple sites for a provider of security products

COVID-19-related Project References

Services Provided

Provided 80 health screeners in multiple sites throughout the US including remote areas to meet

’ needs for re-opening their facilities.

Staffed 120 medical screeners within a two-week time frame for

in multiple locations throughout the U.S.

Since April, we have placed 70+ health screeners at 10 different ocations. At

’s location we filled six (6) roles for 24/7 coverage within five (5) business days, including all ’s compliance requirements (drug and background). Testimonial: “Ajilon has provided a seamless and

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positive experience in these trying times.”

Entity Name

Point of Contact

Phone

Email

Contract Term Dates

March 2020 - Present March 2020 - Present April 2020 – Ongoing

Geographic Area Serviced

Various locations throughout the Midwestern and Southern U.S.

Various locations throughout the Midwestern and Southern U.S.

Multiple locations throughout the U.S.

B. Describe your organization’s experience and capabilities working with and providing services for the underserved and populations or groups with health disparities We believe that building trust with underserved populations and those with health disparities begins with ensuring that the diversity of the populations we serve is reflected in the ethnic and cultural makeup of our own colleagues and temporary staff. Further, we understand the critical nature that a contact tracer’s ability to establish trust plays into his/her capacity to obtain accurate results that will bolster public health and better serve the ADH’s diverse communities, who may be disproportionately affected by the pandemic. This understanding embodies our company’s mission and serves as the foundation for every job search we perform. Our colleagues have deep professional networks within their communities; many maintain active memberships and serve as board members for national and local, community-based and/or diversity organizations, such as:

• National Urban League

• National Coalition of 100 Black Women

• Abilities, Inc.

• STEM Connector

• American Society of Women Accountants

• American Society of Women Certified Public Accountants (ASWCPA)

• Dress for Success

• Salvation Army Our participation in these organizations routinely yields large numbers of candidates. Through active engagement in these networks and on social media, we keep our finger on the pulse of the best talent in each market. We know where the top talent is in their career and what they might find appealing in a new opportunity. We are unique in that our recruiters constantly seek

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out ways to engage our diverse talent communities throughout their career, not simply while they are in a focused job search. In addition to a strong networking presence among diverse organizations, we routinely recruit from colleges, universities, vocational and trade schools. School newspapers, career opportunity offices, fraternities/sororities, civic organizations and minority alliances and internship programs have proven to be excellent resources to obtain a fair representation of the community.

E.5 DATA MANAGEMENT AND SECURITY A. Discuss strategies and practices your organization proposes to complete employee technology verification and vetting to ensure potential hires possess adequate technology infrastructure (phones, computers, etc.), phone access, and internet access. If your organization intends to provide necessary technology infrastructure to contact tracers, please describe how your organization will accomplish this. We will verify that each candidate possesses adequate technology infrastructure and internet access as part of our screening process. Upon award, we will work with ADH to determine if an otherwise qualified candidate’s lack of adequate technology should preclude their eligibility for the project. If we determine that a candidate does not possess the adequate technology and/or internet access, we can offer the option to provide that individual with technology infrastructure components, such as mobile hotspots etc., so they can execute the duties of the position. B. Discuss your organization’s strategies for providing redundancy, fault tolerance, and an uptime of 99.9% annual website availability. We scope and design our customer solutions to adhere to their requirements for availability and fault tolerance. The technical means of accomplishing these requirements include utilizing our existing infrastructure that has redundant and fault-tolerant servers, power, internet feeds, networks, and firewalls. We are confident that our solution will exceed 99.9% availability (excluding scheduled maintenance requirements). C. Describe the processes employed by your organization to ensure Contract Tracing personnel can capture and transmit protected health information (PHI). Access to our systems that will host PHI are protected by TLS encryption, storage encryption, and multi-factor authentication. PHI will be encrypted in transit and at rest. No PHI will be allowed to be stored locally as all databases and inputs will direct personnel to our hosted platforms.

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D. Describe your organization’s level of understanding and experience working with the privacy and security practices and processes as defined by the National Institute of Standards and Technology (NIST) and Health Information Technology for Economic and Clinical Health (HITECH) Our staff have supported projects containing PHI for many of our largest clients. We have many ongoing matters that contain PHI that require adherence to HIPAA and strict data handling and processing procedures. We have a full suite of security and privacy policies, procedures, and standards in place that apply to our staff, contractors, and third parties. These policies are enforced and regularly reviewed. Moreover, we conduct routine internal compliance audits to ensure that security and privacy practices are enforced. Business Associate Agreements are also in place dictating HIPPA requirements when applicable.

E.6 IMPLEMENTATION A. Discuss your organization’s plan for completing implementation by July 1, 2020. Include a timetable of implementation activities your organization proposes for implementation and the activities expected to be completed by ADH. With more than 40 years of experience designing client-tailored implementation plans, we are confident that our team can deliver a seamless implementation for ADH. Our plan incorporates several steps to ensure compliance with all expectations, including:

• Milestone Schedule: A schedule of events and important tasks is developed to ensure timely project completion and superior goal tracking.

• Procedural Review: Our team collaborates with ADH to review new invoicing and reporting procedures. At this point, we may discuss the option of implementing a vendor management program.

• Staff Introduction: Our team will work with ADH to establish a format for our staff to become better acquainted with your managers and supervisors.

• Quality Assurance: Different elements of the project will require their own QA processes. QA processes will be determined during the upfront consultation with ADH and are process and software dependent. First level call center quality control can be accomplished by live listen in or manager view. Data collection will be randomly sampled and audited on a daily basis. Other metrics can be benchmarked in a manner that matches our experience with ADH’s guidance.

• Associate Orientation: We conduct ADH -tailored orientation for all contact tracers we place on assignment which includes: timesheet procedures, expectations, policies and procedures, training opportunities, payroll process, absence/tardy reporting, employee benefits, referral awards

• Iterative Improvement: Our Project Managers will check in with ADH stakeholders on a monthly basis, providing omnibus strategy reports and proposing adjustments to the process as required for optimal operation.