- Email: [email protected]
Sample Healthcare Security Request for Proposal
Sample Healthcare Security Request for Proposal 1 INTRODUCTION United Memorial Hospital (UMH) will review proposals for Security Services in the following buildings: • Main Hospital • Women’s and Children’s Hospital • Outpatient Psychiatry • Methadone Clinic • Madison Parking Garage
• Heart Institute • Cancer Center • MOB I, II, & III • Physician & Administrative offices • 11 community clinics
OUR MISSION UMH is an integrated, efficient, high-quality health care system where the patient comes first. We are an organization of caregivers who aspire to consistently high standards of quality, cost-effectiveness and patient satisfaction. We seek to improve the health of the communities we serve by delivering a broad range of services with sensitivity to the individual needs of our patients and their families.
THE CAMPUS UMH is located in downtown Denver in a high profile area near key business, shopping, and tourist activity. It is a nationally recognized facility with 509 inpatient beds and a wide variety of clinical specialties, and is a Level I Trauma Center. The UMH campus covers several blocks, including bridge and tunnel connections between the UMH buildings. Additional information is available at www.UMHcares.org. This Request for Proposal (RFP) documents UMH’s requirements for the provision of security services. These include the following; however, all services may not be utilized by any one particular UMH location: • Security department organizational design • Security staffing and deployment (i.e., management, supervision, and officers) • Security equipment used • Patrol vehicles, autos, carts, scooters and/or bicycles • Training/certification • Joint Commission /CMS compliance • Incident reporting and tracking • Emergency preparedness • Monitoring security cameras and recorded images • Investigative services • Integration with existing security systems
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• Consulting services • Crime prevention/security awareness programs • Radio/dispatch system • Violence prevention/mitigation strategies
2 INSTRUCTIONS FOR SUBMITTING PROPOSALS SCHEDULE • Week of March 1–5 • March 12 • March 15 • April 1–2 • April 16, 1:00 PM • April 30, 1:00 PM • Week of May 10 • May 17 • May 31 • July 1
Required site tours Vendors return signed Confidentiality Agreements RFP distributed to Vendors Optional site tours Final date for submission of written questions Proposals due Presentations to Selection Committee Notify Vendor of intent to negotiate Contract signed Commencement of Services
CONDITIONS • All expenses incurred in the preparation of the proposal are the responsibility of the Vendor. • The information contained in this Request for Proposal or acquired during the RFP process is confidential and shall not be communicated to any person or entity beyond what is required to prepare the proposal. All confidential information remains the property of UMH and must be destroyed or returned to UMH upon UMH request. All vendors are required to sign and return an UMH Confidentiality Agreement prior to receipt of this RFP. • UMH reserves the right to award to any potential Vendor, or to none of the responding firms. • All proposals shall be the property of UMH. • Proposals shall be valid for 120 days after submission deadline. • The response to this proposal shall become part of the UMH Security Agreement. • All responses must align with the RFP and must be numbered as the RFP is numbered. • UMH Terms and Conditions must be agreed upon and shall become part of the UMH Security Agreement. • UMH plans to award a three-year contract to the successful vendor, which will contain an option for two extensions of one year each. • Late proposals will not be accepted. Postmarks will not be accepted in lieu of this requirement. Send questions regarding the RFP in writing via email to the address listed below by Friday April 30 at 1:00 PM: [email protected]. All Questions will be answered by ________________, or other individuals identified as formal UMH contacts for this RFP process. Questions should not be directed to other UMH staff. Failure to comply with this requirement may result in disqualification.
Sample Healthcare Security Request for Proposal
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Provide 2 signed copies of the proposal with an additional copy suitable for xerographic reproduction no later than 1:00 pm on Friday, April 30 to: Director, Sourcing and Procurement United Memorial Hospital 2420 W 26th Ave # 100D Denver, CO 80211 Attn: Rick James Provide electronic copy of the complete proposal via email to [email protected], no later than 1:00 pm on Friday, April 30. The Selection Committee may include representatives from the Emergency Department, Psychiatry, Women’s Health, Physicians Group Practice, Human Resources, Support Services, and Administration. Each potential Vendor will have an opportunity to meet with committee members during the tour of the facility. A short list of Vendors may be invited to make a formal presentation to the selection committee during the second week of May.
3 SCOPE OF WORK AREAS INCLUDED IN SCOPE Vendors are invited to provide a proposal for a Security Services program, including management and staff, in the UMH facilities listed in the Introduction, Section 1 of this document. Current staffing requirements are attached to this document as Appendix A. Other services may be requested by UMH on an as-needed basis. Each potential Vendor will be required to tour UMH and review the areas included in the Scope of the agreement during March. Each Vendor will have an opportunity for an optional second tour during early April. Items that are performed by UMH Security Services that might be considered nontraditional Security functions include: • One-on-one patient monitoring • Validate parking for all patients, visitors, clergy, and On-Call personnel 24/7 • Issue Agency Nurse ID Badges after hours and document accurately • Issue Vendor badges and document accurately • Adhere to EMTALA by escorting patients to the ED • Provide mobile escorts to patients, staff, and visitors • Customer Service Officers working the 1st and 2nd floor Information Desks
STAFFING The Security Services management firm currently provides Management, Security Officers, and Customer Services Officers. The base scope of this RFP includes all those positions. • Current staffing assumptions are included as Appendix A. Note that all FTE counts in that document are Productive Hours. • Current Job Descriptions are included for your information as Appendix B.
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Sample Healthcare Security Request for Proposal
Security Officers at UMH do not utilize guns or chemical weapons. Security supervisory personnel carry Tasers. The following immunizations are required for contract employees prior to being assigned a position at UMH. The immunizations are administered by UMH Corporate Health at no cost to the vendor. The list below is subject to change. • Post offer screening • MMR • Respiratory fit questionnaire • Follow up as needed for a potentially positive MMR or Tuberculosis
• TB skin injection • Respiratory fit test • Hepatitis B (employee option)
EQUIPMENT The Security Services vendor should provide a security patrol vehicle. UMH reimburses the vendor for the vehicle cost. It is primarily used for exterior patrols of UMH buildings. Examples of typical mileage are: July, 2009 Daily mileage: 38–57 miles November, 2009 Daily mileage: 25–31 miles All other equipment is owned by UMH, including radios and communication equipment.
4 REQUIREMENTS 4.1 COMPANY QUALIFICATIONS 4.1.1 Briefly describe company history, culture, values and business philosophy. 4.1.2 Provide details of company size, resources, recent growth, innovations, business objectives and other information relevant to your firm’s qualifications. 4.1.3 List the industries your company services and what percentage represents the healthcare industry. 4.1.4 Discuss the firm’s background and experience in providing Security Services to healthcare environment; specifically busy Trauma Centers, behavioral health facilities, large birthing centers and urban locations. 4.1.5 Define what differentiates your firm from competitors. Discuss innovative programs in training, benefits, technology or other areas that specifically benefit the healthcare market sector. 4.1.6 What services and/or programs does your company offer that you would recommend to UMH? Why? 4.1.7 Provide five (5) comparable healthcare references currently using your security services organization. References should be those that use the proposed services. Reference information should include: • Organization name, location and type of service • Name, title, phone number, email address of an authorized contact • Approximate size of contract and date that services began
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4.1.8 UMH may request site visits to one or more reference accounts. 4.1.9 Provide two (2) former healthcare references that used your security services organizations. References should be those that used the proposed services. Include at least one reference in the Denver area. Reference information should include: • Organization name, location and type of service • Name, title, phone number, email address of an authorized contact • Approximate size of contract and date that services began • Reason for contract cancellation 4.1.10 UMH reserves the right to restrict consideration of proposals to those firms which, based on their proposals and capabilities, have the depth and range of services to adequately provide the services.
4.2 MANAGEMENT TEAM 4.2.1 The successful firm will provide the Director and Managers for the Security Services program. Provide a graphic illustration of the organizational structure you propose including the names and resumes (resume can be included in the appendix) of your proposed leadership team. 4.2.2 The Director will function and be recognized as a department head at UMH. That individual will formally report to the Vice President of Operations. The Director and Managers will perform in accordance with UMH’s written policies and procedures. • Identify the desired relationship between your leadership on site and UMH management staff 4.2.3 UMH will interview and approve potential Director and Manager candidates. Include resumes for potential Director and Manager candidates in the proposal. Does the candidate have Healthcare certifications and at least 3-5 years’ experience managing a security program at a healthcare institution 4.2.4 Identify minimum qualifications required for each job description on the organizational chart. • Minimum number of years of supervisory experience in a healthcare security environment required • Education / certifications / designations required 4.2.5 Identify technical support available to the on-site management team. Describe initial and ongoing training programs for management. 4.2.6 Identify corporate/organizational leadership responsible for the UMH account. Include resume of that individual(s). • Identify the total number of resources that will be dedicated to serving UMH account(s) 4.2.7 Describe the firm’s ability to provide investigative and expert witness services on matters related to Security at UMH. 4.2.8 Security Services representatives sit on the following UMH committees: Environment of Care, Safety, Emergency Department, Emergency Management, Emergency Response Team, Infant Abduction Safety committee, and Neighborhood Watch Committee (Local businesses and residential communities)
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4.3 STAFFING 4.3.1 Describe the minimum qualifications for Security Officers hired by your firm. 4.3.2 Describe standards for recruitment, employee screening processes used, test, etc. • Typical rejection rate 4.3.3 Describe how your selection process incorporates the specific culture and needs of UMH? • Describe the dress code and physical requirements for your officers, including professional appearance at all times on duty, physical condition and appearance 4.3.4 Retention • Describe your professional development program available to Security Officers and Security Leadership, and potential benefits to UMH. • What is your officer turnover rate? • What incentives are utilized to retain employees? • What employee recognition programs are utilized? • How many incumbents do you anticipate retaining 4.3.5 Performance management • Outline your performance management processes 4.3.6 Benefits Discuss the benefit program offered to staff assigned to UMH, including: • Health Plan* • Vacation, Sick time • Incentive programs
• Dental, Vision* • Tuition assistance • Retirement
*provide
copy of current company health plan, vision, dental and vacation plan to include any company contributions, deductibles and co-pays
4.3.7 Uniforms • Provide description or images of the proposed uniform for Security Officers, Supervisors, and Customer Service Officers. Identify any proposed changes from the current UMH uniform.
4.4 TRAINING 4.4.1 Discuss your customer service philosophy and training. 4.4.2 Discuss training to ensure that employees are able to work in a hospital setting. • Identify the number of hours of training provided before assignment • UMH will not assume responsibility for the cost of this training 4.4.3 Discuss training related to OSHA, TJC, CMS or other regulatory requirements. 4.4.4 Describe new Security Officer training, including content overview, hours, teaching method, verification process. 4.4.5 Discuss post assignment training and how individual officer competency is verified. 4.4.6 What is the continuing education plan for personnel assigned to UMH? 4.4.7 Cost of training programs to facility.
Sample Healthcare Security Request for Proposal
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4.5 PATIENT CARE INVOLVEMENT 4.5.1 Discuss your firm’s philosophy in managing high-risk patient behavior. 4.5.2 What training/specific procedures are employed for security interaction/involvement in the Emergency Department and Behavioral Health areas? 4.5.3 What guidelines and/or restrictions are provided to Officers? Specifically, outline if your organization will provide hands-on involvement with high-risk patients and the application of clinical restraints.
4.6 SECURITY RISK ASSESSMENT/SECURITY EDUCATION PROGRAMS 4.6.1 Describe how your firm manages security risk assessments? • What information is collected? • How are recommendations tracked and monitored? 4.6.2 Define who conducts these assessment and their related experience • Provide biography and credentials • How available and accessible is this person? 4.6.3 Delineate how “Best Practices components” are gathered and may be implemented at UMH? • Provide two (2) examples of best practices you have put in place in the past two (2) years and show the metrics of the improvement in the process or procedure 4.6.4 Describe your philosophy and experience with aggression management training and high-risk patient behavior. • Provide a sample of training materials used 4.6.5 Discuss educational and security awareness programs that could be offered to UMH staff. • Outline the programs your firm employs
4.7 EMERGENCY PREPAREDNESS / COMPLIANCE 4.7.1 Describe the firm’s knowledge of The Joint Commission (TJC) accreditation standards, Healthcare Facilities Accreditation Program (HFAP), Det Norske Veritas (DNV) accreditation standards, and Centers for Medicare & Medicaid (CMS) Conditions of Participation. • Provide examples of Security and Emergency Preparedness related compliance documentation for each applicable accrediting organization listed above 4.7.2 Provide examples of demonstrated successes from recent accreditation surveys. Describe lessons learned that will benefit UMH. 4.7.3 Provide example of recommendations for improvement from any of the above accrediting bodies at hospitals for which your firm provides Security Services. How were those resolved? Describe lessons learned that will benefit UMH. 4.7.4 Has your firm ever been the subject of a CMS survey or investigation? If yes, please describe why and a summary of outcomes. 4.7.5 Outline your experiences with participation in a healthcare organization’s safety and emergency preparedness committee structure; e.g., Environment of Care Committee.
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4.7.6 Describe your specific experience with hospital-based emergency preparedness. 4.7.7 Describe your ability to deliver and sustain critical preparedness capabilities such as Hospital Incident Command System (HICS), Decontamination, Medical Surge, and Evacuation. 4.7.8 Describe your experience in designing, conducting, and evaluation of HSEEP compliant emergency preparedness exercise related to security or other incidents.
4.8 SECURITY OPERATIONS CENTER
Sample Healthcare Security Request for Proposal
4.8.1 The successful firm will provide a 24-hour Security Operations Center with immediate radio dispatch to UMH security staff. • Identify the firm’s ability to provide constant, two-way communication for security staff assigned to UMH 4.8.2 Identify the firm’s ability to provide and maintain a twenty-four (24) hour, seven (7) day a week Operations/Dispatch Center with capability to: • Immediately dispatch all assigned UMH security staff • Accept telephone extension from each UMH location • Remotely monitor and test various alarms and emergency communication devices • Protect liability: Record all incoming and outgoing communications (telephone or radio). • Preserve recordings for a minimum of 30 days 4.8.3 UMH requires this service not be provided by a 3rd party contracted service. UMH may request a site visit to inspect the proposed Security Operations Center.
4.9 ELECTRONIC SECURITY TECHNOLOGY
4.9.1 UMH will purchase technology for the Security Services program. Funding is obtained via the hospital’s capital budget process. Proposed Security technology projects compete with other potential projects for funding allocation. 4.9.2 Describe your firm’s expertise in design and installation of Security technology programs. • Cameras • Access / key control • Infant protection systems • Alarm systems • Emergency communication devices • Recording and/or archiving systems 4.9.3 What third party technology vendors does your firm typically work with? Is there a financial relationship or an ownership position between those firms?
4.10 QUALITY AND SATISFACTION MEASUREMENT
4.10.1 Describe the key elements of your Quality Management processes, with an example of a written plan. 4.10.2 What capabilities will be provided for incident reporting and trending reports? What analyses will be provided to UMH management?
Sample Healthcare Security Request for Proposal
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4.10.3 What metrics does your firm utilize to measure quality of services, both internally and externally? 4.10.4 How are customer satisfaction surveys and customer feedback incorporated in the Security Services program?
4.11 TRANSITION PLAN
4.11.1 Implementation of the Security Services management program at UMH must be achieved seamlessly, without disruption to ongoing patient care. Measurement of quality metrics will begin on the first day of the engagement. 4.11.2 Describe proposed transition plan, including discussion of staffing, work plan, training for Officers and UMH staff, schedule, ongoing quality measurements, and communications to Administration, Patient Care and other stakeholders. 4.11.3 Provide a comprehensive timeline for implementation process, including required time between contract award and implementation date. 4.11.4 Provide your 90 day AFTER transitioning contract service plan 4.11.5 What resources and information will be required from UMH to ensure a smooth transition? 4.11.6 Provide a case study or whitepaper of a Hospital that you transitioned that exhibits your company’s specialized services tailored to healthcare.
4.12 FINANCIAL PROPOSAL
4.12.1 In order to assure the receipt of services of the highest quality and integrity and to lower incidences of “turnover,” UMH is setting the minimum wage rates to be paid to security officers, shift supervisors, facility managers, and the director of security. These first year rates are as follows: 1 Job Title 3 Security Officer 5 Armed (Taser) Security Officer 7 Security Shift Supervisor 9 Facility Security Managers 11 Director of Security
2 Minimum Rate 4 $12.00/hr 6 $14.00/hr 8 $17.20/hr 10 $57,000/yr 12 $95,000/yr
4.12.2 The Financial Proposal shall cover all costs for the Security Services program. Identify any charges or additional fees that would be applicable in addition to the line item pricing provided in the exhibit below:
SERVICE
UNIT RATE Year 1
UNIT RATE Year 2
UNIT RATE Year 3
Director of Security Facility Security Manager(s) Security Shift Supervisor (s) Security Officer
$ $ $ $
$ $ $ $
$ $ $ $ Continued
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Sample Healthcare Security Request for Proposal
—Cont’d SERVICE
UNIT RATE Year 1
UNIT RATE Year 2
UNIT RATE Year 3
Patrol Vehicles Other Other Other Other
$ $ $ $ $
$ $ $ $ $
$ $ $ $ $
TOTAL
$
$
$
4.12.3 For each job classification in the proposed organization chart (both management and staff) • Describe minimum qualification requirements • Explain your skill (merit) based pay system and identify if these will result in additional charges for UMH. • Clearly identify circumstances for additional charges, premium rates and those items excluded from the rate schedule identified above and billed in addition; e.g., health benefits, holiday, vacation, or training. 4.12.4 Identify vehicle cost, and any other costs not included above. Summarize what options are available to UMH. 4.12.5 Identify any other enhancements or value added services that you would provide to UMH if you are the winning bidder. Provide costs associated with each of these services. 4.12.6 UMH recognizes the following holidays: • New Year’s Day • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Day All employees who work on a designated holiday will receive 1.5 times their standard wage rate for hours worked. 4.12.7 Vacation Regular full-time hourly employees (security officers) will be eligible for 40 hours paid vacation time based on their length of service. The standard vacation plan is accrued on a calendar year basis after reaching the first anniversary. 4.12.8 Benefits: • Describe in detail the healthcare benefits offered. Does the plan comply with the ACA and are all costs included in the proposal? The ACA is current law and it is expected that any current or future costs will be paid by the Vendor. • Describe the dental and vision plan • Describe the 401 (k) plans and any matching contributions by the vendor • Other benefits
Sample Healthcare Security Request for Proposal
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4.12.9 Pricing must include administrative leadership and direction for the UMH Security Program. Vendor Security Administration will be involved as appropriate in the UMH management of security activities, participating as requested on various committees, e.g. Environment of Care Committee, Risk Management, Emergency Preparedness, etc. Vendor will provide security support staff responsible for the operational support of the security services provided to the UMH. As part of the overall program, these services include, but are not limited to: • Supervision of Director of Security. • Consultation with Facility Security Representative on specific aspects of security on a periodic basis. • Annual assessment of risks and vulnerabilities associated with each facility location, clientele, and services. • Quarterly Security Management Report for Environment of Care Management Committee. • Specific security program consultation. • Annual documentation of security program, including performance improvements and program evaluation. • Monthly & periodic trending reports of security events and activities • Periodic business review • Specific security program consultation • Administrative review of security related construction/renovation projects
4.13 TERMS AND CONDITIONS
4.13.1 The Draft contract Terms and Conditions is included in this RFP (Appendix B). Provide statement of agreement to those terms, or provide red-line markup in Word form with the proposal.
APPENDIX A Current Security Staffing Levels
APPENDIX B UMH Contract Terms and Conditions
• Heart Institute • Cancer Center • MOB I, II, & III • Physician & Administrative offices • 11 community clinics
OUR MISSION UMH is an integrated, efficient, high-quality health care system where the patient comes first. We are an organization of caregivers who aspire to consistently high standards of quality, cost-effectiveness and patient satisfaction. We seek to improve the health of the communities we serve by delivering a broad range of services with sensitivity to the individual needs of our patients and their families.
THE CAMPUS UMH is located in downtown Denver in a high profile area near key business, shopping, and tourist activity. It is a nationally recognized facility with 509 inpatient beds and a wide variety of clinical specialties, and is a Level I Trauma Center. The UMH campus covers several blocks, including bridge and tunnel connections between the UMH buildings. Additional information is available at www.UMHcares.org. This Request for Proposal (RFP) documents UMH’s requirements for the provision of security services. These include the following; however, all services may not be utilized by any one particular UMH location: • Security department organizational design • Security staffing and deployment (i.e., management, supervision, and officers) • Security equipment used • Patrol vehicles, autos, carts, scooters and/or bicycles • Training/certification • Joint Commission /CMS compliance • Incident reporting and tracking • Emergency preparedness • Monitoring security cameras and recorded images • Investigative services • Integration with existing security systems
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• Consulting services • Crime prevention/security awareness programs • Radio/dispatch system • Violence prevention/mitigation strategies
2 INSTRUCTIONS FOR SUBMITTING PROPOSALS SCHEDULE • Week of March 1–5 • March 12 • March 15 • April 1–2 • April 16, 1:00 PM • April 30, 1:00 PM • Week of May 10 • May 17 • May 31 • July 1
Required site tours Vendors return signed Confidentiality Agreements RFP distributed to Vendors Optional site tours Final date for submission of written questions Proposals due Presentations to Selection Committee Notify Vendor of intent to negotiate Contract signed Commencement of Services
CONDITIONS • All expenses incurred in the preparation of the proposal are the responsibility of the Vendor. • The information contained in this Request for Proposal or acquired during the RFP process is confidential and shall not be communicated to any person or entity beyond what is required to prepare the proposal. All confidential information remains the property of UMH and must be destroyed or returned to UMH upon UMH request. All vendors are required to sign and return an UMH Confidentiality Agreement prior to receipt of this RFP. • UMH reserves the right to award to any potential Vendor, or to none of the responding firms. • All proposals shall be the property of UMH. • Proposals shall be valid for 120 days after submission deadline. • The response to this proposal shall become part of the UMH Security Agreement. • All responses must align with the RFP and must be numbered as the RFP is numbered. • UMH Terms and Conditions must be agreed upon and shall become part of the UMH Security Agreement. • UMH plans to award a three-year contract to the successful vendor, which will contain an option for two extensions of one year each. • Late proposals will not be accepted. Postmarks will not be accepted in lieu of this requirement. Send questions regarding the RFP in writing via email to the address listed below by Friday April 30 at 1:00 PM: [email protected]. All Questions will be answered by ________________, or other individuals identified as formal UMH contacts for this RFP process. Questions should not be directed to other UMH staff. Failure to comply with this requirement may result in disqualification.
Sample Healthcare Security Request for Proposal
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Provide 2 signed copies of the proposal with an additional copy suitable for xerographic reproduction no later than 1:00 pm on Friday, April 30 to: Director, Sourcing and Procurement United Memorial Hospital 2420 W 26th Ave # 100D Denver, CO 80211 Attn: Rick James Provide electronic copy of the complete proposal via email to [email protected], no later than 1:00 pm on Friday, April 30. The Selection Committee may include representatives from the Emergency Department, Psychiatry, Women’s Health, Physicians Group Practice, Human Resources, Support Services, and Administration. Each potential Vendor will have an opportunity to meet with committee members during the tour of the facility. A short list of Vendors may be invited to make a formal presentation to the selection committee during the second week of May.
3 SCOPE OF WORK AREAS INCLUDED IN SCOPE Vendors are invited to provide a proposal for a Security Services program, including management and staff, in the UMH facilities listed in the Introduction, Section 1 of this document. Current staffing requirements are attached to this document as Appendix A. Other services may be requested by UMH on an as-needed basis. Each potential Vendor will be required to tour UMH and review the areas included in the Scope of the agreement during March. Each Vendor will have an opportunity for an optional second tour during early April. Items that are performed by UMH Security Services that might be considered nontraditional Security functions include: • One-on-one patient monitoring • Validate parking for all patients, visitors, clergy, and On-Call personnel 24/7 • Issue Agency Nurse ID Badges after hours and document accurately • Issue Vendor badges and document accurately • Adhere to EMTALA by escorting patients to the ED • Provide mobile escorts to patients, staff, and visitors • Customer Service Officers working the 1st and 2nd floor Information Desks
STAFFING The Security Services management firm currently provides Management, Security Officers, and Customer Services Officers. The base scope of this RFP includes all those positions. • Current staffing assumptions are included as Appendix A. Note that all FTE counts in that document are Productive Hours. • Current Job Descriptions are included for your information as Appendix B.
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Sample Healthcare Security Request for Proposal
Security Officers at UMH do not utilize guns or chemical weapons. Security supervisory personnel carry Tasers. The following immunizations are required for contract employees prior to being assigned a position at UMH. The immunizations are administered by UMH Corporate Health at no cost to the vendor. The list below is subject to change. • Post offer screening • MMR • Respiratory fit questionnaire • Follow up as needed for a potentially positive MMR or Tuberculosis
• TB skin injection • Respiratory fit test • Hepatitis B (employee option)
EQUIPMENT The Security Services vendor should provide a security patrol vehicle. UMH reimburses the vendor for the vehicle cost. It is primarily used for exterior patrols of UMH buildings. Examples of typical mileage are: July, 2009 Daily mileage: 38–57 miles November, 2009 Daily mileage: 25–31 miles All other equipment is owned by UMH, including radios and communication equipment.
4 REQUIREMENTS 4.1 COMPANY QUALIFICATIONS 4.1.1 Briefly describe company history, culture, values and business philosophy. 4.1.2 Provide details of company size, resources, recent growth, innovations, business objectives and other information relevant to your firm’s qualifications. 4.1.3 List the industries your company services and what percentage represents the healthcare industry. 4.1.4 Discuss the firm’s background and experience in providing Security Services to healthcare environment; specifically busy Trauma Centers, behavioral health facilities, large birthing centers and urban locations. 4.1.5 Define what differentiates your firm from competitors. Discuss innovative programs in training, benefits, technology or other areas that specifically benefit the healthcare market sector. 4.1.6 What services and/or programs does your company offer that you would recommend to UMH? Why? 4.1.7 Provide five (5) comparable healthcare references currently using your security services organization. References should be those that use the proposed services. Reference information should include: • Organization name, location and type of service • Name, title, phone number, email address of an authorized contact • Approximate size of contract and date that services began
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4.1.8 UMH may request site visits to one or more reference accounts. 4.1.9 Provide two (2) former healthcare references that used your security services organizations. References should be those that used the proposed services. Include at least one reference in the Denver area. Reference information should include: • Organization name, location and type of service • Name, title, phone number, email address of an authorized contact • Approximate size of contract and date that services began • Reason for contract cancellation 4.1.10 UMH reserves the right to restrict consideration of proposals to those firms which, based on their proposals and capabilities, have the depth and range of services to adequately provide the services.
4.2 MANAGEMENT TEAM 4.2.1 The successful firm will provide the Director and Managers for the Security Services program. Provide a graphic illustration of the organizational structure you propose including the names and resumes (resume can be included in the appendix) of your proposed leadership team. 4.2.2 The Director will function and be recognized as a department head at UMH. That individual will formally report to the Vice President of Operations. The Director and Managers will perform in accordance with UMH’s written policies and procedures. • Identify the desired relationship between your leadership on site and UMH management staff 4.2.3 UMH will interview and approve potential Director and Manager candidates. Include resumes for potential Director and Manager candidates in the proposal. Does the candidate have Healthcare certifications and at least 3-5 years’ experience managing a security program at a healthcare institution 4.2.4 Identify minimum qualifications required for each job description on the organizational chart. • Minimum number of years of supervisory experience in a healthcare security environment required • Education / certifications / designations required 4.2.5 Identify technical support available to the on-site management team. Describe initial and ongoing training programs for management. 4.2.6 Identify corporate/organizational leadership responsible for the UMH account. Include resume of that individual(s). • Identify the total number of resources that will be dedicated to serving UMH account(s) 4.2.7 Describe the firm’s ability to provide investigative and expert witness services on matters related to Security at UMH. 4.2.8 Security Services representatives sit on the following UMH committees: Environment of Care, Safety, Emergency Department, Emergency Management, Emergency Response Team, Infant Abduction Safety committee, and Neighborhood Watch Committee (Local businesses and residential communities)
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Sample Healthcare Security Request for Proposal
4.3 STAFFING 4.3.1 Describe the minimum qualifications for Security Officers hired by your firm. 4.3.2 Describe standards for recruitment, employee screening processes used, test, etc. • Typical rejection rate 4.3.3 Describe how your selection process incorporates the specific culture and needs of UMH? • Describe the dress code and physical requirements for your officers, including professional appearance at all times on duty, physical condition and appearance 4.3.4 Retention • Describe your professional development program available to Security Officers and Security Leadership, and potential benefits to UMH. • What is your officer turnover rate? • What incentives are utilized to retain employees? • What employee recognition programs are utilized? • How many incumbents do you anticipate retaining 4.3.5 Performance management • Outline your performance management processes 4.3.6 Benefits Discuss the benefit program offered to staff assigned to UMH, including: • Health Plan* • Vacation, Sick time • Incentive programs
• Dental, Vision* • Tuition assistance • Retirement
*provide
copy of current company health plan, vision, dental and vacation plan to include any company contributions, deductibles and co-pays
4.3.7 Uniforms • Provide description or images of the proposed uniform for Security Officers, Supervisors, and Customer Service Officers. Identify any proposed changes from the current UMH uniform.
4.4 TRAINING 4.4.1 Discuss your customer service philosophy and training. 4.4.2 Discuss training to ensure that employees are able to work in a hospital setting. • Identify the number of hours of training provided before assignment • UMH will not assume responsibility for the cost of this training 4.4.3 Discuss training related to OSHA, TJC, CMS or other regulatory requirements. 4.4.4 Describe new Security Officer training, including content overview, hours, teaching method, verification process. 4.4.5 Discuss post assignment training and how individual officer competency is verified. 4.4.6 What is the continuing education plan for personnel assigned to UMH? 4.4.7 Cost of training programs to facility.
Sample Healthcare Security Request for Proposal
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4.5 PATIENT CARE INVOLVEMENT 4.5.1 Discuss your firm’s philosophy in managing high-risk patient behavior. 4.5.2 What training/specific procedures are employed for security interaction/involvement in the Emergency Department and Behavioral Health areas? 4.5.3 What guidelines and/or restrictions are provided to Officers? Specifically, outline if your organization will provide hands-on involvement with high-risk patients and the application of clinical restraints.
4.6 SECURITY RISK ASSESSMENT/SECURITY EDUCATION PROGRAMS 4.6.1 Describe how your firm manages security risk assessments? • What information is collected? • How are recommendations tracked and monitored? 4.6.2 Define who conducts these assessment and their related experience • Provide biography and credentials • How available and accessible is this person? 4.6.3 Delineate how “Best Practices components” are gathered and may be implemented at UMH? • Provide two (2) examples of best practices you have put in place in the past two (2) years and show the metrics of the improvement in the process or procedure 4.6.4 Describe your philosophy and experience with aggression management training and high-risk patient behavior. • Provide a sample of training materials used 4.6.5 Discuss educational and security awareness programs that could be offered to UMH staff. • Outline the programs your firm employs
4.7 EMERGENCY PREPAREDNESS / COMPLIANCE 4.7.1 Describe the firm’s knowledge of The Joint Commission (TJC) accreditation standards, Healthcare Facilities Accreditation Program (HFAP), Det Norske Veritas (DNV) accreditation standards, and Centers for Medicare & Medicaid (CMS) Conditions of Participation. • Provide examples of Security and Emergency Preparedness related compliance documentation for each applicable accrediting organization listed above 4.7.2 Provide examples of demonstrated successes from recent accreditation surveys. Describe lessons learned that will benefit UMH. 4.7.3 Provide example of recommendations for improvement from any of the above accrediting bodies at hospitals for which your firm provides Security Services. How were those resolved? Describe lessons learned that will benefit UMH. 4.7.4 Has your firm ever been the subject of a CMS survey or investigation? If yes, please describe why and a summary of outcomes. 4.7.5 Outline your experiences with participation in a healthcare organization’s safety and emergency preparedness committee structure; e.g., Environment of Care Committee.
692
4.7.6 Describe your specific experience with hospital-based emergency preparedness. 4.7.7 Describe your ability to deliver and sustain critical preparedness capabilities such as Hospital Incident Command System (HICS), Decontamination, Medical Surge, and Evacuation. 4.7.8 Describe your experience in designing, conducting, and evaluation of HSEEP compliant emergency preparedness exercise related to security or other incidents.
4.8 SECURITY OPERATIONS CENTER
Sample Healthcare Security Request for Proposal
4.8.1 The successful firm will provide a 24-hour Security Operations Center with immediate radio dispatch to UMH security staff. • Identify the firm’s ability to provide constant, two-way communication for security staff assigned to UMH 4.8.2 Identify the firm’s ability to provide and maintain a twenty-four (24) hour, seven (7) day a week Operations/Dispatch Center with capability to: • Immediately dispatch all assigned UMH security staff • Accept telephone extension from each UMH location • Remotely monitor and test various alarms and emergency communication devices • Protect liability: Record all incoming and outgoing communications (telephone or radio). • Preserve recordings for a minimum of 30 days 4.8.3 UMH requires this service not be provided by a 3rd party contracted service. UMH may request a site visit to inspect the proposed Security Operations Center.
4.9 ELECTRONIC SECURITY TECHNOLOGY
4.9.1 UMH will purchase technology for the Security Services program. Funding is obtained via the hospital’s capital budget process. Proposed Security technology projects compete with other potential projects for funding allocation. 4.9.2 Describe your firm’s expertise in design and installation of Security technology programs. • Cameras • Access / key control • Infant protection systems • Alarm systems • Emergency communication devices • Recording and/or archiving systems 4.9.3 What third party technology vendors does your firm typically work with? Is there a financial relationship or an ownership position between those firms?
4.10 QUALITY AND SATISFACTION MEASUREMENT
4.10.1 Describe the key elements of your Quality Management processes, with an example of a written plan. 4.10.2 What capabilities will be provided for incident reporting and trending reports? What analyses will be provided to UMH management?
Sample Healthcare Security Request for Proposal
693
4.10.3 What metrics does your firm utilize to measure quality of services, both internally and externally? 4.10.4 How are customer satisfaction surveys and customer feedback incorporated in the Security Services program?
4.11 TRANSITION PLAN
4.11.1 Implementation of the Security Services management program at UMH must be achieved seamlessly, without disruption to ongoing patient care. Measurement of quality metrics will begin on the first day of the engagement. 4.11.2 Describe proposed transition plan, including discussion of staffing, work plan, training for Officers and UMH staff, schedule, ongoing quality measurements, and communications to Administration, Patient Care and other stakeholders. 4.11.3 Provide a comprehensive timeline for implementation process, including required time between contract award and implementation date. 4.11.4 Provide your 90 day AFTER transitioning contract service plan 4.11.5 What resources and information will be required from UMH to ensure a smooth transition? 4.11.6 Provide a case study or whitepaper of a Hospital that you transitioned that exhibits your company’s specialized services tailored to healthcare.
4.12 FINANCIAL PROPOSAL
4.12.1 In order to assure the receipt of services of the highest quality and integrity and to lower incidences of “turnover,” UMH is setting the minimum wage rates to be paid to security officers, shift supervisors, facility managers, and the director of security. These first year rates are as follows: 1 Job Title 3 Security Officer 5 Armed (Taser) Security Officer 7 Security Shift Supervisor 9 Facility Security Managers 11 Director of Security
2 Minimum Rate 4 $12.00/hr 6 $14.00/hr 8 $17.20/hr 10 $57,000/yr 12 $95,000/yr
4.12.2 The Financial Proposal shall cover all costs for the Security Services program. Identify any charges or additional fees that would be applicable in addition to the line item pricing provided in the exhibit below:
SERVICE
UNIT RATE Year 1
UNIT RATE Year 2
UNIT RATE Year 3
Director of Security Facility Security Manager(s) Security Shift Supervisor (s) Security Officer
$ $ $ $
$ $ $ $
$ $ $ $ Continued
694
Sample Healthcare Security Request for Proposal
—Cont’d SERVICE
UNIT RATE Year 1
UNIT RATE Year 2
UNIT RATE Year 3
Patrol Vehicles Other Other Other Other
$ $ $ $ $
$ $ $ $ $
$ $ $ $ $
TOTAL
$
$
$
4.12.3 For each job classification in the proposed organization chart (both management and staff) • Describe minimum qualification requirements • Explain your skill (merit) based pay system and identify if these will result in additional charges for UMH. • Clearly identify circumstances for additional charges, premium rates and those items excluded from the rate schedule identified above and billed in addition; e.g., health benefits, holiday, vacation, or training. 4.12.4 Identify vehicle cost, and any other costs not included above. Summarize what options are available to UMH. 4.12.5 Identify any other enhancements or value added services that you would provide to UMH if you are the winning bidder. Provide costs associated with each of these services. 4.12.6 UMH recognizes the following holidays: • New Year’s Day • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Day All employees who work on a designated holiday will receive 1.5 times their standard wage rate for hours worked. 4.12.7 Vacation Regular full-time hourly employees (security officers) will be eligible for 40 hours paid vacation time based on their length of service. The standard vacation plan is accrued on a calendar year basis after reaching the first anniversary. 4.12.8 Benefits: • Describe in detail the healthcare benefits offered. Does the plan comply with the ACA and are all costs included in the proposal? The ACA is current law and it is expected that any current or future costs will be paid by the Vendor. • Describe the dental and vision plan • Describe the 401 (k) plans and any matching contributions by the vendor • Other benefits
Sample Healthcare Security Request for Proposal
695
4.12.9 Pricing must include administrative leadership and direction for the UMH Security Program. Vendor Security Administration will be involved as appropriate in the UMH management of security activities, participating as requested on various committees, e.g. Environment of Care Committee, Risk Management, Emergency Preparedness, etc. Vendor will provide security support staff responsible for the operational support of the security services provided to the UMH. As part of the overall program, these services include, but are not limited to: • Supervision of Director of Security. • Consultation with Facility Security Representative on specific aspects of security on a periodic basis. • Annual assessment of risks and vulnerabilities associated with each facility location, clientele, and services. • Quarterly Security Management Report for Environment of Care Management Committee. • Specific security program consultation. • Annual documentation of security program, including performance improvements and program evaluation. • Monthly & periodic trending reports of security events and activities • Periodic business review • Specific security program consultation • Administrative review of security related construction/renovation projects
4.13 TERMS AND CONDITIONS
4.13.1 The Draft contract Terms and Conditions is included in this RFP (Appendix B). Provide statement of agreement to those terms, or provide red-line markup in Word form with the proposal.
APPENDIX A Current Security Staffing Levels
APPENDIX B UMH Contract Terms and Conditions