Case Management Support Services

The vendor is required to provide case management support; evaluating the eligibility of consumers and vehicles; conducting targeted outreach and marketing; assisting applicants through the application and vehicle replacement process; and delivering multilingual and culturally responsive support.
- Provide consumer support services for the clean cars for all (CCFA) program, including assistance to potential applicants, current applicants, and approved consumers.
- Services will also include case management, evaluation of consumer and vehicle eligibility, targeted outreach and marketing, and multi-lingual and culturally competent support.
- The contractor will assist with monitoring compliance and reporting requirements for previously funded CCFA projects.
- Case Management
•    Attend weekly check-in meetings with air district staff to provide status updates on active cases, consumer support activities, and any emerging issues or trends. 
•    The contractor shall prepare and share summary updates in advance of each meeting, as requested. 
•    The air district reserves the right to reschedule or cancel meetings as needed. 
•    Recruit and train case managers and support staff with experience in working with low-income consumers, that include individuals with fluency in languages spoken in the bay area. 
•    Maintain an operation manual to be used by all case managers to ensure a consistent process for assisting and supporting consumers. 
•    Establish procedures and processes for air district approval to protect personally identifiable data, maintain the confidentiality of all consumer records, including but not limited to all project records and supporting documentation that personally identifies an individual or individuals in accordance with civil code sections 1798, et seq. and other relevant state or federal statutes and regulations.
•    Set up and manage a consumer hotline to provide program information and encourage program participation. 
•    Case managers shall perform the following responsibilities to support applicants and ensure consistent, high-quality service delivery throughout the CCFA program:
o    Be trained on CCFA requirements, eligibilities, and incentive levels and the operations manual. 
o    Conduct preliminary evaluation of eligibility of consumers (based on household income level and zip code) and their current vehicles. 
o    Provide one-on-one assistance to CCFA consumers by phone, e-mail, or in person at events. 
o    Help consumers complete the online application and upload all supporting documents. 
o    Educate consumers on vehicle and transportation options to help them make informed decisions, including estimated costs of ownership, warranties, refueling procedures, and the incentive amounts that are available to the consumer (from the air district and other sources). 
o    Air district staff will provide education materials to help case managers. 
o    Assist consumers in identifying sources of financing, if needed. 
o    Aim to respond to consumer inquiries regarding program requirements and application status within five (5) business days, with faster response times for urgent matters or approved applicants whenever possible. 
o    The contractor should establish a system to prioritize time-sensitive inquiries and ensure timely, consistent communication during periods of high program demand. 
o    Maintain all information in the Fluxx grant management system, including the consumer’s contact information, supporting documentation, case notes, communications, and a record of all outreach and follow-up attempts. 
o    Provide instructions to approved consumers on steps for scrapping their existing vehicle, purchasing a new vehicle, or setting up the transit card or EV charging card. 
o    Refer consumers to state low-cost auto insurance program, if needed. 
o    Protect consumers and their information, including from predatory loans by explaining benefits and drawbacks of warranty and insurance options and ensuring dealers use best fair-trade practices, and provide basic education on state lemon law protections.
o    Case managers shall explain eligibility requirements, refer consumers to qualified dealers, assist with required documentation, and coordinate with the air district to confirm compliance before reimbursement is issued.
- Targeted outreach and marketing
•    Collaborate with air district staff to develop a targeted outreach strategy that aligns with program goals and focuses on the identified priority areas. 
•    Plan and implement culturally and linguistically appropriate outreach activities, including in-person events, community presentations, online campaigns, and print media. 
•    Host or co-host community outreach events focused on CCFA education and application support, in collaboration with community-based organizations (CBOS), environmental justice groups, local governments, and nonprofits. 
•    Events may include program overviews, one-on-one guidance, and optional pre-inspection services, with the goal of helping attendees understand program requirements and prepare to apply. 
•    The contractor shall plan and host at least one (1) outreach event in each assembly bill (ab) 617 community during the contract term. 
•    Attend at least six (6) outreach events per year hosted by partner organizations, community-based organizations, or the air district to promote the CCFA program, distribute materials, and engage with eligible residents. 
•    The contractor shall coordinate attendance with air district staff to ensure complementary presence and coverage. 
•    Offer in-person office hours, by appointment or at regularly scheduled times, to provide individualized support to prospective and current applicants. 
•    Office hours may take place at the contractor’s office or at partner sites and should help reduce barriers for applicants with limited digital access or language support needs. 
•    Develop, translate, and distribute outreach materials (e.g., flyers, fact sheets, signage, digital graphics), subject to air district review and approval. 
•    All materials must meet accessibility requirements, including compliance with the Americans with disabilities act (ADA) and state and federal standards for digital and print accessibility. 
•    Coordinate closely with case managers to ensure outreach efforts are aligned with eligibility requirements, application capacity, and consumer support. 
•    Track and report all outreach activities, including event attendance, partner collaborations, materials distributed, and community feedback received.
- Optional - recommend targeted outreach and marketing
•    Proposers are encouraged to recommend additional outreach strategies, tools, or partnerships that would further increase awareness and participation in the CCFA program among the identified priority areas. 
•    The selected contractor must submit a detailed outreach plan for air district review and approval prior to the expenditure of any funds intended for outreach or education tasks.
- Budget: $650,000

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: September 3, 2025