Child Care Scholarship Case Management and Payment Processing Functions

The Vendor is required to provide a team of well-trained client service, audit, and administrative professionals, along with staffing, operations, and system solutions to deliver eligibility determinations, payment processing, and customer service functions for state child care scholarship (CCS) Program, maintaining a fully paperless case management and customer service solution for all 23 counties and City.
- Provide call center and case processing staffing and operations with qualified professionals trained in eligibility determination, audit functions, and administrative support
- The plan shall include transition-in information about moving document and case management functionality to the new document and case management solution
- Responsible for completing eligibility determinations, responding to all customer service needs, and performing all payment processing functions.
- Provider Portal
•    Provider Registration;
•    Public Portal Applications;
•    Attendance Tracking
•    Ability to email scholarships, missing document letters and other documents in support of the approval or denial of a scholarship application;
•    Ability to upload documents;
•    Able to submit close days;
•    Paperless invoice validation;
•    Entry and submission of invoices via computers, smart phones/tablets;
•    Ability for providers to track their application through approval and denial;
•    Ability to delegate actions;
•    Notifications and Communications in app and via email and text;
•    Provide providers with the link for document resubmission, and notify providers of the amount of their processed invoice:
•    Allow providers to access and print program data on their child care program:
•    Plan of Correction:
•    Provider Operation Status:
•    Provider Specific Rates;
•    Delegated Admin;
•    Ability for agency to communicate with the providers via email and text using Portal;
•    Administrative functions (Password Management, Roles Management, etc.);
•    Interface with agency;
•    Technology enabled customer service features.
- Solution must be quickly implemented, easily configurable and customizable to meet Department objectives without service disruption
- While feature development and upgrades are acceptable and expected, the State wishes to procure a finished and proven solution.
- All solutions must be under current development and maintenance by the manufacturer throughout the lifetime of the contract or the contractor will be fully responsible for replacing the end-of-life system or component.
- Provide Customer Service Representatives during normal state business hours to address provider and parent concerns through verbal and electronic communication, including via the Family and Provider Portal.