The vendor is required to provide all funding directly to customer utility accounts as credits or balance adjustments upon approval from the program administrator.
-Provide third-party program administrator (TPA) to oversee and manage the utility customer assistance program (UCAP).
- The program administrator will:
• Develop and maintain an accessible application system (online and paper-based options) in English and Spanish.
• Implement a structured eligibility verification process including residency, income levels, and other qualifying criteria.
• Provide a client service specialist (CSS) to assist applicants in submission, document verification, and application tracking.
• Establish a review and appeals process for denied applications.
• Provide verified applicant eligibility data to the city for final processing of bill credits or balance adjustments.
- Fund management and disbursement
• The city will include:
• Apply approved assistance as bill credits or balance adjustments to eligible customer accounts.
• Maintain financial oversight to ensure proper allocation and application of funds.
• Ensure timely reporting and reconciliation of UCAP assistance allocations.
• Track program financials and provide monthly financial reports in collaboration with the program administrator.
- The program administrator will:
• Maintain detailed records of verified applicant eligibility for financial auditing purposes.
• Submit periodic funding recommendations and reconciliation reports to the city.
- Compliance and program integrity
• The program administrator will:
• Ensure adherence to all city, state, and federal regulations regarding financial assistance programs..
• Maintain secure applicant data protection protocols and prevent unauthorized access..
• Conduct annual program evaluations and provide recommendations for improvements.
• Maintain an audit-ready system for review by city officials or third-party auditors.
- Outreach and community engagement
• The program administrator will:
• Partner with local non-profits and community organizations to expand program outreach.
• Conduct public awareness campaigns via town hall meetings, social media, and direct mail materials.
• Ensure multilingual communication materials are available to diverse populations.
• Coordinate with the city’s public information office to promote ucap through social media, print materials, and city events.
- Program data management and reporting
• The program administrator will:
• Maintain an integrated database for tracking applications and program outcomes.
• Provide quarterly and annual reports detailing program performance, including:
1. Number of households assisted
2. Types of assistance provided
3. Demographic and geographic breakdowns
4. Success stories and program impact
• Use data-driven insights to recommend improvements to the city staff or present to city council.
- Program administrator will implement a structured approach, including:
• Stakeholder collaboration: engaging with city officials, utility providers, and community organizations.
• Technology-driven solutions: using online platforms for application tracking and eligibility verification.
• Process optimization: continually assessing and refining procedures to improve efficiency.
• Transparency and reporting: providing regular program updates to ensure full accountability.
- Contract Period/Term: 1 year
- Pre-Offer Conference (Non-Mandatory) Date: April 23, 2025
- Questions/Inquires Deadline: April 30, 2025