Project Title: Interpretation Services American Sign Language
Project #: RFP-49-2020
Issued by: Multnomah County view agency website
Publish Date: 11/2/2019
Due Date: 12/13/2019 This opportunity has closed.

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PRE-PROPOSAL CONFERENCE:There will be a pre-proposal conference for this sourcing event on November 14, 2019 at 10:00 AM PT. Location: 501, SE Hawthorne Blvd. 1st Floor Room 126, Portland, OR 97214. Proposers will also have the ability to call into the pre-proposal conference using the below information:Address: Number: 631.618.4737, Pin: 536 982#Attendance is optional. SERVICE DESCRIPTION, FUNDING, AND CONTRACTING INFORMATIONPurpose and OverviewMultnomah County (County) is seeking interpretation services for in-person American Sign Language (ASL) interpretation services. These services are utilized by departments countywide. Introduction and Program HistoryMultnomah County is the most populous county in the State of Oregon. As such, we have a diverse population of residents, all who seek services from the County. Multnomah County prides itself on providing excellent service and support to people in our community. A large and crucial part of this is to overcome language barriers that prevent us from serving every member of our community with the same excellence and equality. ASL, including all other sign languages, is a dynamic and sophisticated language that encompasses the use of syntax, grammar, and sentence structure that is as unique to the individual as any spoken language. ASL does include regional dialects, accents, and social nuances. In an effort to meet the needs of the deaf community, the County is seeking suppliers that can provide ASL interpretation services that are dynamic as the County population.The County is seeking only in-person ASL interpretation services. The use of Video Remote Interpretation (VRI) is currently being contracted as a pilot project for two (2) years to allow the County to establish requirements and gather use data. Services for VRI will be sent to competitive solicitation before the end of the two (2) year pilot term.Goals, Values, and Other Important ConsiderationsThe County's primary goal is to competitively acquire a diverse line of services from multiple providers for ASL interpretation services. Proposers awarded a contract under this RFP should be able to demonstrate professionalism, Cultural Competence, and perform the services with the highest ethical standards.There are a number of certification requirements for interpreters who perform services in the medical and legal profession. In addition to the certification requirements, there may also be additional requirements such as a background check to perform services in some areas of County facilities and to work with certain information such as Criminal Justice Information Services (CJIS) information.Proposers will be responsible for ensuring their employees and/or contracted providers are provided continual training including but not limited to, Health Insurance Portability and Accountability Act (HIPAA), ethics (local/national professional standards), cultural competency, certification requirements, the use of any necessary technology (to be provided by proposer), and required administrative procedures.The County spends, on average, $2.5 to $3 million annually on Interpretation Services.SERVICE AREASThe proposer must be able to provide services across the County. Requests for services can be for an On-site at any Multnomah County building/location or Off-site, at a personal residence or public space.FUNDINGEach department in the County budgets on an annual basis, funds to cover services to be rendered under this sourcing event.SCOPE OF SERVICESDefinitionsAs-scheduled Services means in-person services that are scheduled in advance of the date and time services are needed.Certified Deaf Interpreter means an interpreter who can interpret sign language from individuals (children and adults) who may not have fully developed signing capability, who use ASL as a second language, and individuals who may sign a "home grown" version of sign language. A Certified Deaf Interpreter may be deaf or hard of hearing individuals who may or may not work with hearing interpreters.Cultural Competence means the ability to understand, communicate with, and effectively interact with people across cultures. Cultural competence encompasses being aware of one's own world view, developing positive attitudes towards cultural differences, and gaining knowledge of different cultural practices and world views.County Holidays are New Year's Day, Martin Luther King Day, President's Day, Memorial Day, Labor Day, Veterans Day, Thanksgiving Day, and Christmas Day.Court Certified Interpreter means an interpreter who is certified in accordance with the State of Oregon Judicial Branch.Court Certified Reciprocity Interpreter means an interpreter from another consortium member state or who has passed the Federal Court Interpreting examination.Double-booking means two (2) or more interpreters are assigned to a singular request for interpretation services.Early Departure means an interpreter who has departed an appointment where services are to be rendered prior to the end of a scheduled appointment time without completing the interpretation services.Ghosting means when an interpreter arrives at the location services are to be rendered, signs in, leaves, returns to get signed back out, all without actually performing the services requested. A means of "No-show" while having the ability to bill the County for services not rendered.Liaison Interpreting means relaying what was spoken in the Source-Language to two (2) or more people.Medical Healthcare Certified Interpreter means an interpreter who is certified by the State of Oregon, or other governing body, in good standing.Medical Healthcare Qualified Interpreter means an interpreter who is qualified by the State of Oregon, or other governing body, in good standing.Negotiation Interpreting means interpreting the Source Language to one (1) or more people aimed at reaching an agreement.No-show means an assigned interpreter did not provide services at the date, time, and location requested and confirmed by the proposer.On-demand Services means in-person services that are needed immediately upon request.Off-site Interpretation Services means interpretation services are performed at a location other than a Multnomah County location such as a personal residence or a private practice clinic.On-site Interpretation Services means interpretation services are performed on a Multnomah County location throughout the Portland Metro area.Side Conversations means any communication between the interpreter and the County client that falls outside the requested services for interpretation.Sight Interpretation means the rendition of text written in one language and conveyed in another language and is usually done in the moment.Simultaneous Interpretation means real-time interpretation.Source Language means the language to be interpreted.General Service Overview Proposer will provide ASL interpretation services to all Multnomah County (County) departments, programs, and offices to assist in communicating with clients and employees to aid in the delivery of necessary services. Proposer will perform On-sight and Off-sight interpretation services in accordance with the scope of services outlined in this description. Standard Operating Hours/Availability of Service Ideally, the County would like standard service hours to provide the above-outlined services between the hours of 7:30 AM PT and 7:30 PM PT Monday through Friday excluding holidays. Proposer must be available to provide services 365 days a year, 7 days a week, 24 hours a day. After Hours for ASL Interpretation Services After hours is defined as Saturdays, Sundays, County holidays, and all hours outside of the standard service hours outlined above. Service Areas Proposer will be required to perform services throughout Multnomah County. Locations may vary based on the specific need(s) of the department or office making the request. Service areas may include, but are not limited to: Multnomah County office sites/program sites; County service provider facilities; Specified public places (i.e., police station, hospitals, bus terminals, etc.); Private residences; Correctional facilities; Probation offices; Interrogation settings (Sheriff's Office); and Courtrooms/legal settings. The above is not an exhaustive list of possible settings; however, it is intended to provide examples of the locations where services will be required. Specific locations and requirements (i.e., certification of interpreter's, background/record check's, and security clearance) will be cited at the time of request for services. Common Environment of Service Interactions: Person-to-Person client services setting; Person-to-Person medical setting; Group-to-Group settings include community or partnership-style gatherings/meetings, emergency management operations, and press conferences; and Person-to-Multnomah County (interdepartmental). Service Scheduling County departments will schedule in-person on-site appointments by emailing a service request form (varies depending on department needs) to the proposer(s). The service request form will provide specific information about the requested services, including any client information, and certification levels of the interpreter that may be required for the requested service. Proposer will provide confirmation of the requested service via email. It is the proposers responsibility to allow sufficient time to complete appointments and/or required services identified on the request form. On-demand interpretation services services will be delivered in accordance with the scope outlined below. Proposer will provide to County any phone numbers or other contact information to provide On-demand services. Certification Requirements Proposers will provide interpreters that meet the certification requirements when needed and requested by the County. If Court Certified or Medical Healthcare Certified interpreters are requested by the County, and accepted national certification programs do not exist for the specified language at time of request, then the proposer must provide an interpreter who can demonstrate that they have such certification level. If Court Certified interpreters are requested by the County, and accepted national certification programs do not exist for the specified language at time of request, and accepted certification program exists for Court Certified interpreters, then proposer must provide an interpreter who can demonstrate they have such qualified certification level. If an accepted national certification program does not exist at the time of request for either Certified or Qualified certification level interpreters for the specified language, then the proposer must immediately notify the County requester to determine how to best meet the requester's needs. Interpreters certified in the following areas are required: Medical Healthcare CertifiedMedical Healthcare Certified Interpreters must maintain certification as identified by the State of Oregon. Proposer is responsible for ensuring all Medical Healthcare Certified Interpreters maintain certification in compliance with the requirements set forth by the certifying body. Click here for the Oregon Health Authority Qualified and Certified Healthcare Interpreter Program. Court Certified InterpretersCourt Certified Interpreters must maintain certification as identified by the State of Oregon. Proposer is responsible for ensuring all Court Certified Interpreters maintain certification in compliance with the requirements set for the certifying body. Click here for the State of Oregon Judicial Branch resources page. Court Certified ReciprocityCourt Certified Interpreters must maintain certification as identified by the State of Oregon. Proposer is responsible for ensuring all Court Certified Reciprocity Interpreters maintain certification in compliance with the requirements set for the certifying body. Click here for the State of Oregon Judicial Branch resources page. Note: The State of Oregon does not offer reciprocity for registered interpreters in other states. Language Nuance Contractor will need to provide interpretation services that account for the following nuances: Regional Dialects; Underdeveloped Language Skills, Adult and child; Informal Social Language; English as a non-primary language; Non-English speaking; and Unformalized (homegrown) sign language. While this is not an exhaustive list, these are the types of requests that the contractor should be prepared to fulfill. Equipment It is the responsibility of the proposer to ensure all necessary equipment needed to perform the services requested is provided and available at the service location. Training and Professional Conduct Professional Conduct Interpreters must not counsel, refer, give advice, or express personal opinions, to individuals for whom they are interpreting, or engage in any other activities, which may be construed to constitute a service other than interpreting. Interpreters are prohibited from having unsupervised access to County clients, including but not limited to phoning clients without the expressed permission of the County. Interpreters must provide excellent customer services and maintain a professional demeanor, be courteous and use a tone of voice appropriate to the situation. Interpreters shall defer to instructions from the County and the Client. Interpreters must assess at all times their ability to interpret. Should interpreters have any reservations about their competency, they must immediately notify the proposer and offer to withdraw without threat of retaliation. Proposer will only bill County for the amount of time the interpreter was on-site. Training Proposer shall provide continued training to all interpreters, contracted or employed, training to include but not limited to, Health Insurance Portability and Accountability Act (HIPAA), ethics in accordance with industry standard expectations, cultural competency, and applicable certification requirements. Proposer shall maintain and provide to County, upon written request, a training plan for interpreters and verified attendance roster for interpreter attendance. Proposer shall maintain and provide to County, upon written request, all policies and procedures that govern the delivery of services by both employees and contractors, which shall include the compliance with state, federal, and local rules and regulations. Performance Measures Proposer will be monitored for compliance with the following performance measurements for all ASL interpretation services: No-shows; Ghosting; Late arrive/tardiness; Early Departure; Side conversations between interpreter and the County client; Interpreters refusal to interpret for County client (including all authorized advocates (i.e., a mother/legal guardian for a child); Qualifications requested not provided; Double bookings; Inaccurate billing; and Cancellations. Service Levels/Penalties Service Levels Note: this is intended to be a representation of service level expectations. It is subject to negotiation at time of contracting. Accuracy and Completeness: Interpreters will render a complete and accurate interpretation or Sight Interpretation that preserves the level of language used without altering, omitting, or adding anything to what is stated or written, and without explanation. The obligation to preserve accuracy includes the interpreter's duty to correct any errors of interpretation discovered by the interpreter during the service. Representation of Qualifications: Interpreters will accurately and completely represent their certifications, training, and pertinent experience. Impartiality and Conflicts of Interests: Impartiality, interpreters will be impartial and unbiased and will refrain from conduct that may give an appearance of bias. During the course of the services, interpreters will not converse with any participants in the services, except in the discharge of their official functions. Conflicts of Interest, interpreters will disclose any real or perceived conflict of interest prior to services being rendered and will not serve in any matter they have a conflict of interest. Professional Demeanor: During the course of the services, interpreters will conduct themselves in a manner consistent with the professional setting and will be as unobtrusive as possible. Confidentiality: Interpreters will protect the confidentiality of all privileged and other confidential information. Scope of Practice: Interpreters will limit themselves to interpreting, and will not give advice, express personal opinions to individuals for whom they are interpreting, or engage in any other activities which may be construed to constitute a service other than interpreting while serving as an interpreter. Professional Requirements: Interpreters will: Arrive on-time; Remain until the services requested have been completed; and Dress and conduct themselves in a manner appropriate for the setting. Cancellation: The County will require no less than a four (4) hour notice of cancellation from the proposer. If cancellation is less than the required time, County is not required to pay for services not rendered. If County cancels in less than four (4) hours, County will be required to pay the minimum billable rate. Penalties ASL Interpreters: No-shows: The proposer will not bill for and County will not pay for any interpreter that does not show up to perform the services ordered by the County and verified by the proposer. Ghosting: The proposer will not bill for and County will not pay for any interpreter which has Ghosted the County. The County will make every effort to notify the proposer within two (2) business days of a known Ghosting event by an interpreter, but under no circumstances will the County be required to pay for services not rendered by the interpreter. Late arrivals/Tardiness: The proposer will bill only the amount of time spent by the interpreter at the appointment site should the interpreter arrive more than five (5) minutes late from agreed upon time allotment. Early departures: The proposer will bill only the amount of time spent at the appointment site by the interpreter should the interpreter depart prior to the agreed upon time allotment. In no case will the County pay more than actual services rendered for the early departure of the assigned interpreter. Side conversations with County client: It is expected that interpreters perform their duties without having Side Conversations with the County's client. Should an interpreter engage in a Side Conversation with the County's client, the interpreter will be asked once to discontinue the conversation. If the interpreter does not discontinue the conversation, the interpreter will be asked to leave and the County will only pay for the actual amount of time the interpreter spent performing their duties. Interpreters refusal to Interpret: Any interpreter who refuses to interpret for any legal advocate of the County client, will be asked to leave and the County will notify the proposer immediately and, 1) a replacement may be provided by the proposer at the County's request or 2) the County will not be billed for services. Qualification requested not provided: The County will only pay for the level of qualification requested at time services are ordered. Should the proposer send a more highly qualified interpreter the proposer may only bill the appropriate amount for the requested qualification. For example, the County requests a Medical Qualified interpreter and a Certified Medical interpreter arrive, the County will only pay the appropriate rate of the Medical Qualified interpreter. Double booking: It is the responsibility of the proposer to manage the booking of interpreters for requested assignments. Should the proposer book more than one interpreter for the same assignment with the County, the County will only pay for the one interpreter requested. Inaccurate billings: The proposer is responsible to provide accurate and detailed invoicing. The County will assess a fifty (50) dollar administrative fee on all inaccurate amounts exceeding ten percent (10%) of the total billing and will increase in twenty-five (25) dollar increments for each additional ten percent (10%) of inaccuracies. Reporting Requirements Proposer will be required to submit monthly reports to the contract administrator by the 20th of each month for the proceeding month in which services were provided. The report must include the following data elements: employee name ordering services and their department (i.e., Jane Smith, Department of County Management); Language requested; Qualifications requested: Standard, Medical Certified, Court Certified, Medical Qualified, or Court Qualified; Name(s) of interpreters provided; Total number of services requested; Average length/duration of interpreter session time; Total number of incidents when requested qualifications were not provided; Total number of no-shows; Total number of late arrivals (beyond the five minuted grace period as provided for above); Total number of early departures; Total number of reported Ghosting incidents; Total number of double bookings; Total number of requests resulting in "No Interpreter Available"; Total number of cancellations (by the County and by the interpreter); Total number of urgent/rush services requested Total number of after hour service requests; and Total charges. Pricing and Rate Structure The County will pay a minimum fee for services of one (1) hour and fifteen (15) minutes. Additional time will be billed in fifteen (15) minute increments for in-person interpretation services. The County may request, from time-to-time, project based quotes where one interpreter may be needed to interpret for more than one (1) individual. Pricing should be based on the per hour basis, not per person basis. For example, if a court certified interpreter is requested to interpret for three (3) individuals, the pricing should reflect the number of anticipated hours services are to be performed for all three (3) individuals. The three (3) individuals should not be billed as three (3) independent interpretation requests and the minimum billable rate would not apply to each individual. Conditions for Payment Proposer will be paid on a Fee-For-Service basis in accordance with the rates established between the proposer and the County. Established rates should be inclusive of all costs of services. Travel, insurance, or other related expenses (i.e., parking fees) may not be charged. For services provided and invoiced, the County will pay contract on a Net 30 basis. In-person services will be invoiced with a minimum time of one (1) hour and additional time shall be invoiced in fifteen (15) minute increments thereafter. Rates established between the proposer and the County will be fixed for a minimum of two (2) years from the date of contract execution. Thereafter, rate increases must be submitted to the County in writing and may not exceed the Consumer Price Index (CPI) Western Information Office. After hour fees may include an additional ten dollar ($10.00) per hour premium plus an applicable percentage increase for certified and qualified interpreters. Invoicing Invoicing must include the following information: Invoice number and invoice date; Proposer name and address; Multnomah County contract number; Multnomah County Department requesting services; First and last name of the County client; Unit of measure; Price per unit; Check-in and Check-out times; Extended amount per line item; and Invoice total amount. Additional backup documentation may be required depending on the Multnomah County Department requesting services. Any additional backup documentation required will be provided to the proposer at time of contracting.Each department ordering services must be invoiced independently of each other. There is no centralized billing process for the County.CONTRACT NEGOTIATIONThe County will initiate contract negotiations with the responsive and responsible proposer's with the highest scoring proposals. Multnomah County may, at its option, elect to negotiate general contract terms and conditions, services, pricing, implementation schedules, and such other terms as the County determines are in the County's best interest. If negotiations fail to result in a contract with any awarded proposer, the County reserves the right to terminate the negotiations and may initiate contract negotiations with the next highest scoring responsive and responsible proposer. This process may continue until a contract agreement is reached.CONTRACT AWARDIt is the intent of Multnomah County to award multiple contracts to multiple service providers in order to meet the needs/demands of the County and gain better access to a diverse range of interpretation services to meet the needs of our customers/clients. Contracts will be awarded to the highest scoring proposals that meet the requirements outlined in the Scope of Services.Multnomah County strongly encourages the participation of Minority-Owned, Women-Owned, and Emerging Small Businesses and Organizations in the proving these services.CONTRACT TERMContracts awarded under this RFP will be for a term of five (5) years. There will be no option to renew after the five (5) year contract period. COMPENSATION AND METHOD OF PAYMENTServices must be provided on a fee-for-service basis. Unit rates (per hour/per minute) must be inclusive of all costs.In-person interpretation services may set a minimum payment of one (1) hour and fifteen (15) minutes. Additional time must be billed in fifteen (15) minute increments.COOPERATIVE PURCHASINGOther public agencies may establish contracts or price agreements directly with the awarded contractor under the terms, conditions, and prices of the original contract pursuant to ORS 279A.215 and agreement by the selected contractor to extend the terms, conditions, and prices of the original contract. Proposers should sign and attach Attachment A to the Supplier Attachments tab of this sourcing event.INSURANCE REQUIREMENTSMinimum insurance requirements: Commercial General Liability insurance with coverages satisfactory to the County, on an occurrence basis, with a combined single limit of not less than $1,000,000 each occurrence for Bodily Injury and Property Damage, with an annual aggregate limit of $2,000,000. Professional Liability insurance covering any damages caused by error, omission, or any negligent acts of the contractor, its sub-contractors, agents, officers, or employees performance under the contract. Combined single limit per occurrence shall not be less than $1,000,000. Annual aggregate limit shall not be less than $2,000,000. Workers' Compensation insurance in compliance with ORS 656.017, which requires subject employers to provide workers' compensation coverage in accordance with ORS 656 or CCB (Construction Contractors Board) for all subject workers. Contractor and all subcontractors of contractor with one or more employees must have this insurance unless exempt under ORS 656.027. Employer's liability insurance with coverage limits of not less than $500,000 must be included. MULTIPLE OR ALTERNATE PROPOSALSMultiple or alternate proposals will not be accepted unless specifically provided for in this section. In the event alternate proposals are not accepted and a proposer submits alternate proposals, but clearly indicates a primary proposal, it shall be considered for award as though it were the only proposal submitted by the proposer.MINIMUM REQUIREMENTSAt time of proposal submission, proposers must meet the following minimum requirements. Failure to provide any of the required documents or meet any of the below requirements shall result in rejection of the proposal. The proposer response must be received by Multnomah County Purchasing no later than 4:00 PM local Portland time on the proposal submission deadline. Proposer Representations and CertificationsThe proposer must certify that they agree to the proposers Representations and Certification terms in the Pre-requisite page of the Sourcing Event. At the time of contracting, proposers must meet the following minimum requirements. Failure to provide any of the required documents or meet any of the below requirements will result in cancellation of the contract. Proposers must be legal entities, currently registered to do business in the State of Oregon (per ORS 60.701). Proposer must submit verification that all insurance requirements are met. Proposers must have a completed Pre-Award Risk Assessment if federal funds are used for this sourcing event (See Procedural Instructions in the Buyers Attachments page of this sourcing event).


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