HomeMy WebLinkAbout20240825.tiffRESOLUTION
RE: APPROVE SERVICE AGREEMENT AND SET UP FORM FOR CASE MANAGEMENT
AGENCY (CMA) AFTER-HOURS TELEPHONE ANSWERING SERVICES, AND
AUTHORIZE CHAIR TO SIGN - OZ GROUP, LLC, DBA CUSTOMER CONTACT
SERVICES
WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to
Colorado statute and the Weld County Home Rule Charter, is vested with the authority of
administering the affairs of Weld County, Colorado, and
WHEREAS, the Board has been presented with a Service Agreement and Set Up Form
for Case Management Agency (CMA) After -Hours Telephone Answering Services between the
County of Weld, State of Colorado, by and through the Board of County Commissioners of Weld
County, on behalf of the Department of Human Services, and OZ Group, LLC, dba Customer
Contact Services, commencing upon full execution of signatures, with further terms and
conditions being as stated in said agreement and form, and
WHEREAS, after review, the Board deems it advisable to approve said agreement and
form, copies of which are attached hereto and incorporated herein by reference.
NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of
Weld County, Colorado, that the Service Agreement and Set Up Form for Case Management
Agency (CMA) After -Hours Telephone Answering Services between the County of Weld, State of
Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the
Department of Human Services, and OZ Group, LLC, dba Customer Contact Services, be, and
hereby are, approved.
BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized
to sign said agreement.
CC HSD
O4 /2-41-1
2024-0825
HR0096
SERVICE AGREEMENT AND SET UP FORM FOR CASE MANAGEMENT AGENCY (CMA)
AFTER-HOURS TELEPHONE ANSWERING SERVICES - OZ GROUP, LLC, DBA CUSTOMER
CONTACT SERVICES
PAGE 2
The above and foregoing Resolution was, on motion duly made and seconded, adopted
by the following vote on the 10th day of April, A.D., 2024.
BOARD OF COUNTY COMMISSIONERS
WELD COUNTY, COB6-.
ATTEST: _ied U
Weld County Clerk to the Board
BY:\- a( .,00a -UL
Deputy Clerk to the Board
AP" •, ED A
County At orney
Date of signature: 411'717A'
Kevy'n-Q. Ross, Ch
Mike Freeman
erry L :` ck, Pro-Tem
James
2024-0825
HR0096
Conivac,�
BOARD OF COUNTY COMMISSIONERS
PASS -AROUND REVIEW
PASS -AROUND TITLE: Service Agreement and Set Up Forms with Customer Contact Services.
DEPARTMENT: Human Services DATE: April 2, 2024
PERSON REQUESTING: Jamie Ulrich, Director, Human Services
Brief description of the problem/issue: On March 1, 2024, the Weld County Department of Human Services
began serving as the region's Case Management Agency (CMA) as a result of an awarded Request for Proposal
(RFP) through the Colorado Department of Health Care Policy & Financing (HCPF).
As a requirement to serve as a Case Management Agency under Exhibit B of the Intergovernmental Agreement
with the State of Colorado, the Department is requesting to enter into a Service Agreement with Customer
Contact Services (CCS) for telephone answering services to ensure the timely response to messages and
telephone calls that are received after hours.
What options exist for the Board?
Approval of the Service Agreement with Customer Contact Services.
Deny approval of the Service Agreement with Customer Contact Services.
Consequences: WCDHS will not meet the requirements of the afterhours portion of the State of Colorado
Intergovernmental Agreement serving as the Case Management Agency.
Impacts: WCDHS will not have an afterhours phone service to ensure the timely response to telephone
calls.
Costs (Current Fiscal Year / Ongoing or Subsequent Fiscal Years):
Total cost = $49.00 per 28 -day billing cycle plus $1.07 for each minute used.
Funded through: Colorado Department of Health Care Policy & Financing (HCPF).
Recommendation:
• Approval of the Service Agreement and authorize the Chair to sign.
Support Recommendation Schedule
Place on BOCC Agenda Work Session Other/Comments:
Perry L. Buck, Pro-Tem
Mike Freeman
Scott K. James
Kevin D. Ross, Chair
Lori Saine
Pass -Around Memorandum; April 2, 2024 — CMS ID 7957
2024-0825
Li/1 0 H 1200`11D
Karla Ford
From:
Sent:
To:
Subject:
yes
Lori Saine
Weld County Commissioner, District 3
1150 O Street
PO Box 758
Greeley CO 80632
Phone: 970-400-4205
Fax: 970-336-7233
Email: Isainetaweldeov.com
Website: www.co.weld.co.us
In God We Trust
Lori Saine
Tuesday, April 2, 2024 1:52 PM
Karla Ford
RE: 5 - Please Reply PA FOR ROUTING: AAA Customer Contact Services (CMS 7957)
Confidentiality Notice: This electronic transmission and any attached documents or other writings are intended only for
the person or entity to which it is addressed and may contain information that is privileged, confidential or otherwise
protected from disclosure. If you have received this communication in error, please immediately notify sender by return
e-mail and destroy the communication. Any disclosure, copying, distribution or the taking of any action concerning the
contents of this communication or any attachments by anyone other than the named recipient is strictly prohibited.
From: Karla Ford <kford@weld.gov>
Sent: Tuesday, April 2, 2024 1:24 PM
To: Lori Saine <Isaine@weld.gov>
Subject: 5 - Please Rep, - PA FOR ROUTING: AAA Customer Contact Services (CMS 7957)
Importance: High
Please advise if you support recommendation and to have department place on the agenda.
Karla Ford X
Office Manager, Board of Weld County Commissioners
1150 O Street, P.O. Box 758, Greeley, Colorado 80632
CUSTOMER CONTACT
SERV CES
CONTACT CENTER FEES:
Inbound Shared Contact Center Services
$49.00 per billing cycle and $1.07 for each minute
(Pay as you Go)
$99.00 per billing cycle that includes 100 minutes
$247.50 per billing cycle that includes 250 minutes
*More packages available upon request
*All overages are billed at $1.07 per minute
Line Fee — Included
Non Encrypted Email - Included
Overage minutes are billed at $1.07 for each additional minute.
INITIAL SET-UP FEES
Script Programming (initial) $50.00/hour 2 hours - Billed at Half Price
OTHER SERVICE FEES (NOT ALL MAY APPLY)
Script Programming (changes to programming)
Patching
Translation Service (optional)
Up to 250 languages are available
Emergency 911 Service Fee
Holiday Fees
Standard Reporting Portal
MiSecure Messaging (Hipaa Compliant Text Messages)
Encrypted Email
Additional Optional Services
$50.00/hour
$0.10/minute
$2.25/minute
$1.05/billing cycle
$5.00/billing cycle and 1.5x actual usage
$30.00/billing cycle
$5.00 per user per billing cycle
$5.00 per email address per billing cycle (unlimited
emails!)
Upon both parties' mutual written agreement, CCS may also supply additional services (prices indicated are quotes
only; actual fees will be determined at the time of order per the parties' mutual written agreement). A sample of
additional services is listed above.
gma4F[Trimi the call
1
SERVICE AGREEMENT AND SET UP FORMS
ANSWERING THE CALL
CUSTOMER CONTACT SERVICES
14525 Highway 7 —Suite 315
Minnetonka, MN 55345
O. 952-936-4000 or
888-832-5397 F. 952-934-1295
Sales@yourasteam.com
CCS Internal Use Only :
Company Name: Weld County Department of Human Services
BILLING INFORMATION
Company Name (as it will appear on the invoice): Weld County Department of Human Services
Street Address 1: 315 North 11th Avenue
Street Address 2:
City: Greeley
P.O. Box A
How would you like to receive your invoices?
X
Email
Fax
State: Colorado
US Postal Mail —$1.95 fee applies.
Based on your preference above, enter email address or fax number here:
Billing/Accounts Payable Contact Name:
Phone: 970-400-6786
Email : kmorrison@weld.gov
Kelly Morrison
Zip Code: 80631
HS-WCCMABilling@weld.gov
Please check one service plan. Included minutes in the base rate do not roll over should they not be used.
The billing cycle is 28 days. All set up fees and base charges are billed in advance and must be paid before your account can GO LIVE.
You will not be billed again until 4 weeks after your GO LIVE week. Should the plan you choose not work for your call volume, CCS will
work with you to find the best plan.
Please
X
Pay as you go
100 Minutes
250 Minutes
500 Minutes
1
750 Minutes
1000 Minutes
2000 Minutes
5000 Minutes
check any additional features or services you require.
Additional fees may apply.
Other:
Email Message Delivery
IFax Message Delivery
ri Text Message Delivery
nText Confirmation (Allows you to text back a confirmation of receipt.)
nPatching/Call Transferring (Allows you to have a caller transferred to you live. Can be used for urgent calls and/or receptionist services, etc.)
Online Access OnCall Scheduler/Directory (Access & ability to change employees, contact numbers, OnCall schedule, & view messages.)
nOnline Access Reporting Portal (Access to billable call reports, messages, and more.)
Toll
Free Number
nAppointment Scheduler Platform
CUSTOMER CONTACT SERVICES
ENHANCING YOUR CUSTOMER RELATIONSHIPS
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SERVICE AGREEMENT AND SET UP FORMS
S ERVICEAGREEV1ENT/TERMS AND CONDITIONS
Subscriber agrees :o the following terms and conditions:
That CCS shall not be liable to Subscriber or Subscriber's callers for incidental, consequential, or special
damage arising from interruption, delay, equipment failure, or errors or omission or commission occurring in
the course of furnishing service.
That service is pro\ ided for the sole use of Subscriber designated herein.
That Subscriber will not insert the telephone number assigned by CCS in the white or yellow pages of any telephone
or web -based direc.ory without written consent from CCS.
That Subscriber will not have any long-distance charges billed to the CCS assigned telephone number.
That the assigned (DID) number(s) belong to CCS. CCS reserves the right to reassign a CCS number used by
S ubscriber upon thirty (30) days' notice.
That Subscriber will not advertise their telephone number that is forwarded to CCS or one of CCS's Numbers on
radio or TV without written approval from CCS.
That CCS reserves the right to limit the number of calls answered at the same time. Although CCS may at times
receive and take mere than one call at a time for a Subscriber; this does not constitute a promise, guaranty, or
inference that more than one call at a time can be taken by CCS.
CCS reserves the right to change the rates, terms, or conditions of service upon one billing cycle's notice to
S ubscriber. The terms and conditions remain in effect even though the rates may change or despite rate
adjustments.
That Subscriber will be billed in advance for the base service fees; overages and other charges are billed the
following cycle. Payment is due thirty (30) days after the invoice date. Balances, which remain unpaid and carry
over to the next billing cycle statement date, are subject to suspension of service. Subscriber will be charged
holiday fees for up to 8 holidays per year.
S ubscriber will pay invoices via AP control process or Automated Clearing House (ACH).
S ubscriber will sen I CCS a written notice in detail of any disagreement on its invoice within thirty (30) days after
the statement date. or such bill shall be considered to be accurate and payable in full. Subscriber agrees to
cooperate with CCS in the inquiry of mentioned disagreement. By paying an invoice, Subscriber is agreeing to
all charges noted.
S ubscriber will be liable to the extent permitted under Colorado law, for all collection agency fees, commissions,
and/or costs incurred in the collection of any monies due to CCS. That upon request of either party, any dispute
arising in connectic n with this agreement shall be referred to management/supervisors of either party for informal
resolution. If informal resolution of any dispute is unsuccessful, parties agree that disputes are subject to
resolution by courts in Weld County, Colorado.
CUSTOMER CONTACT SERVICES
ENHANCING YOUR CUSTOMER RELATIONSHIPS
3
An hourly programming fee is charged whenever Subscriber requests changes to account. These include but are
not limited to scripts, screens, call handling procedures, contact information, on call entries, database changes,
and anything else that pertains to client maintenance.
That Subscriber will not use the service for any illegal purpose. Messages taken by CCS are confidential, except
to law enforcement agencies acting upon valid court orders that request Subscriber messages or information in
order to discharge their legal duties.
That CCS may cancel service without advance notice for Subscriber's failure to make timely payment of amounts
owed or for violation of this Agreement.
That Subscriber will honor an initial ninety (90) term and provide CCS with written notice thirty (30)days
before requested termination date unless otherwise noted. Subscriber may opt to terminate this agreement
at any time with or without cause or for convenience. Upon notice of termination of this agreement,
Subscriber will be responsible for payment of all incurred services prior to the termination date.
Customer Contact Services is authorized to be my answering service and act as my agent in all matters relating
to call answering. I agree to the terms and conditions of this Service Agreement, and I understand that my use of
any service provided by Customer Contact Services constitutes acceptance of these terms and conditions.
Kevin D. Ross
Print Name
Weld County Board of County Commissioners
Weld County Department of Human Services
Company Name
ATTEST:
BY
RMW 4Jel404
Clerk to the Board
Deputy Clerk to the Board
Signature
APR 1 0 2024
CUSTOMER CONTACT SERVICES
ENHANCING YOUR CUSTOMER RELATIONSHIPS
SERVICE AGREEMENT / TERMS AND CONDITIONS
£oV ofo2‘
Co tr* ct For
Entity Information
Entity Name*
OZ GROUP LLC
Entity ID*
@00048206
O New Entity?
Contract Name* Contract ID
CUSTOMER CONTACT SERVICES AFTER HOURS PHONE 7957
SERVICE
Contract Status
CTB REVIEW
Contract Lead *
SADAMS
Contract Lead Email
sadams@weld.gov;cobbx
xlk@weld.gov
Parent Contract ID
Requires Board Approval
YES
Department Project #
Contract Description*
CUSTOMER CONTACT SERVICES PHONE SERVICE FOR CASE MANAGEMENT AGENCY AFTER HOURS CALLS.
Contract Description 2
AGREEMENT IS FOR "PAY AS YOU GO" PRICING WHICH IS $49.00 PER BILLING CYCLE (PER MONTH) AND $1.07
FOR EACH MINUTE USED.
Contract Type*
AGREEMENT
Amount*
$0.00
Renewable*
NO
Automatic Renewal
Grant
IGA
Department Requested BOCC Agenda Due Date
HUMAN SERVICES Date* 04/06/2024
04/10/2024
Department Email
CM-
HumanServices@weldgov.
com
Department Head Email
CM-HumanServices-
DeptHead@weldgov.com
County Attorney
GENERAL COUNTY
ATTORNEY EMAIL
County Attorney Email
CM-
COUNTYATTORNEY@WEL
EY@WEL
DGOV.COM
Will a work session with BOCC be required?*
NO
Does Contract require Purchasing Dept. to be
included?
If this is a renewal enter previous Contract ID
If this is part of a MSA enter MSA Contract ID
Note: the Previous Contract Number and Master Services Agreement Number should be left blank if those contracts
are not in OnBase
Contract Dates
Effective Date
Termination Notice Period
Contact Information
Review Date*
01/02/2025
Committed Delivery Date
Renewal Date
Expiration Date*
03/01/2025
Contact Info
Contact Name Contact Type Contact Email Contact Phone 1 Contact Phone 2
Purchasing
Purchasing Approver Purchasing Approved Date
Approval Process
Department Head Finance Approver Legal Counsel
JAMIE ULRICH CHERYL PATTELLI BYRON HOWELL
DH Approved Date Finance Approved Date Legal Counsel Approved Date
04/03/2024 04/03/2024 04/03/2024
Final Approval
BOCC Approved Tyler Ref #
AG 041024
BOCC Signed Date Originator
SADAMS
BOCC Agenda Date
04/10/2024
Houstan Aragon
From:
Sent:
To:
Subject:
Follow Up Flag:
Flag Status:
noreply@weldgov.com
Friday, January 24, 2025 3:31 PM
CM-ClerktoBoard; Sara Adams; Lesley Cobb; CM-HumanServices-DeptHead
Fast Tracked Contract ID (9056)
Follow up
Flagged
Contract # 9056 has been Fast Tracked to CM -Contract Maintenance.
You will be notified in the future based on the Contract information below:
Entity Name: OZ GROUP LLC
Contract Name: CUSTOMER CONTACT SERVICES AFTER HOURS PHONE SERVICE Contract Amount:
$0.00 Contract ID: 9056 Contract Lead: SADAMS
Department: HUMAN SERVICES
Review Date: 1/2/2026
Renewable Contract: YES
Renew Date: 3/1/2026
Expiration Date:
Tyler Ref #:
Thank -you
C.o�rt�c�l� X05(0
FaSk- Tw,ck-YZ�-e,uA0
20N —M25
N'P-OTtc�
Houstan Aragon
From:
Sent:
To:
Cc:
Subject:
Attachments:
Follow Up Flag:
Flag Status:
Good afternoon CTB,
FAST TRACK ITEM:
Sara Adams
Friday, January 24, 2025 3:30 PM
CTB
HS -Contract Management
FAST TRACK - Customer Contact Services Agreement (CMS #9056)
CCS Agreement90 (e).pdf
Follow up
Flagged
Attached please find the Customer Contact Services Agreement (Tyler ID# 2024-0825). This agreement
is in perpetuity and is reviewed on a yearly basis. No changes are required. This will be a Fast Track item
in CMS for tracking purposes only (CMS#9056).
Thank you,
Sara
Sara Adams
Contract Administrative Coordinator
Weld County Dept. of Human Services
315 N. 11th Avenue, Building A
PO Box A
Greeley, CO 80632
(970) 400-6603
sadamsC#weld.gov
Confidentiality Notice: This electronic transmission and any attached documents or other writings are intended only for the
person or entity to which it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. If you
have received this communication in error, please immediately notify sender by return e-mail and destroy the communication. Any disclosure,
copying, distribution or the taking of any action concerning the contents of this communication or any attachments by anyone other than the
named recipient is strictly prohibited.
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