Food Pantry Operations Support and Onsite Event Services

The Vendor is required to provide retrieval, inventory, and delivery, unpack aging, and shelving of groceries, and servicing of live food pantry events at locations designated by integral care to include opening, participant pantry intake, assisting participant shopping, monitoring real-time shelf inventory, restocking shelves as needed, and managing the flow of the environment of service.
- Requirement:
1. Hours of operation
•    Retrieval site operations and delivery duties will generally occur during routine weekday hours. 
•    Live pantry events typically last approximately three (3) hours. 
•    Delivery and stocking at a site typically average approximately two and one-half (2.5) hours. 
•    Total anticipated labor commitment is approximately forty (40) hours per week. 
•    Duties are typically completed by two (2) to three (3) workers.
2. Service level requirements (performance standards)
A. On-time performance
•    Delivery arrival within scheduled window (±30 minutes): minimum ≥95%. 
•    Fee adjustment: if performance falls below 95% during the contractually defined measurement period, a 2% reduction to monthly delivery fees will apply per 1% below target, capped at 10% total. 
•    Staffing requirements met: minimum ≥95%. 
•    Fee adjustment: if performance falls below 95% during the contractually defined measurement period, a 2% reduction to monthly delivery fees will apply per 1% below target, capped at 10% total.
B. Order accuracy
•    Order accuracy must be maintained at ≥95% during the contractually defined measurement period. 
•    Corrective action: any inaccuracies must be corrected through re-performance at no additional cost to integral care, and the successful proposer must submit a corrective action plan within five (5) business days of notification of inaccuracy.
C. Temperature and food safety compliance
•    Perishable food products temperatures must be maintained at safe levels in accordance with applicable industry standards, with ≥99% compliance during the contractually defined measurement period. 
•    Any products that do not meet required temperature standards for perishable foods must be replaced at no charge to integral care within twenty-four (24) hours of identification.
D. Training and certification maintenance
•    Required training and certifications maintained timely at ≥90% during the contractually defined measurement period. 
•    Operational adjustment: if compliance falls below this threshold, the successful proposer shall temporarily restrict any untrained or uncertified personnel from performing applicable duties until the required training or certification is completed. 
•    The successful proposer must provide a written plan defining the steps and timeline for returning to compliance.
3. Service oversight and professional performance
•    Perform services in a professional, respectful, and cooperative manner when interacting with integral care staff, clients, and associated organizations. 
•    Comply with all applicable contract requirements, policies, and operational procedures established by integral care. 
•    Maintain appropriate professional conduct, timeliness, and reliability in performance of services.