HomeMy WebLinkAboutMoetivations, Inc. - QA Team on Demand Services AgreementQA TEAM ON DEMAND SERVICES AGREEMENT
This QA Team on Demand Services Agreement (this "Agreement") is entered into as of June 1, 2018 (the
"Effective Date"), by and between the City of Yakima, for the SunComm division, (the "SunComm
Division Operations") and Moetivations, Inc., a Colorado corporation (the "Contractor"). The City of
Yakima, for the SunComm Division and the Contractor may be referred to herein as a "Party" or the
"Parties".
RECITALS
A. The SunComm Division Operations answers 9-14 emergency calls in Yakima, Washington.
B. The SunComm Division Operations is establishing QA standards and implementing best practices.
C. The CAD system is Spillman, the recording system is Fligher Ground, the 9-1-1 system is Viper Power
911 and all are housed at the PSAP operated by SunComm Division..
D. The SunComm Division Operations desires to hire a QA team, who will report to the SunComm
Division Operrations Director, Brad Coughenour, to establish standards, use score cards, and provide
recommendations, coaching and feedback as directed by the Proposal for Team on Demand attached
hereto as Exhibit A (the "Services").
E. The Parties desire that the SunComm Division Operations engage the Contractor to provide QA
services.
AGREEMENT
ACCORDINGLY, in consideration for the recitals and the mutual promises herein, the Parties agree as
follows:
1. Services. In accordance with this Agreement, the SunComm Division Operations hereby engages the
Contractor, and the Contractor accepts such engagement, to provide the services set forth on the Proposal
for Team on Demand attached hereto as Exhibit A (the "Services"). The provisions of this Agreement
shall control over conflicting provisions in Exhibit A. The Contractor shall continue performing the
Services until January 4, 2019. The Contractor shall report to the SunComm Division Operations'
director, and appropriate assigned delegates.
2. Payment.
2.1. The SunComm Division Operations shall pay the Contractor for the Services at the monthly
rate of $1,059.
2.2. After this Agreement is fully executed, the Contractor may submit an invoice due upon
receipt to the SunComm Division Operations for set up fee plus first month of Team on Demand monthly
services. Subsequent invoice schedule to follow on the 1= of each month for subsequent months. The Set
Up fee plus one month fee shall be deemed non-refundable.
2.3. If requested by the SunComm Division Operations, the Contractor shall provide additional
information related to an invoice, including without limitation information related to time, charges, or
description of Services. The SunComm Division Operations shall not be required to pay an invoice until
the Contractor supplies such information as is reasonably satisfactory to the SunComm Division
Operations.
2.4. Notwithstanding the total time the Contractor spends performing the Services, the total fee
payable to the Contractor for the Services shall not exceed $9,063 (the "Total Project Fee")_ The Project
Fee reflects the amount of work and material costs estimated by the Contractor to complete the Services
in their entirety. Prepaid discount allowed; as a credit on invoice in the amount of $556. Training options
may be added anytime during term of contract or during renewal, not to exceed $5,205.
2.5. The SunComm Division Operations shall pay a proper invoice within 21 days after the
SunComm Division Operations receives the invoice. Any terms and conditions set forth in the invoice
shall not be binding on the SunComm Division Operations and shall not modify or add to the terms and
conditions hereof. Each invoice shall be in a form acceptable to the SunComm Division Operations. The
Contractor is not entitled to additional payment in the event that the Contractor exceeds the estimated
hours of work to complete the Services, unless the Parties unanimously agree pursuant to Section 2.6.
2.6. If the Contractor anticipates that the Contractor will exceed the estimated number of hours to
complete the Services, then the Contractor shall timely notify the SunComm Division Operations, in
writing, detailing the remaining Services, the number of hours anticipated to complete the remaining
Services, and the unanticipated use of hours that led to the need for additional hours. The Contractor shall
not be entitled to additional payments if, at the sole determination of the SunComm Division Operations,
the additional hours are due to the Contractor's mismanagement of the time necessary to complete the
Services; however, if the reason additional hours are needed are not the fault of the Contractor, then the
Parties may agree to additional compensation. The Parties must agree in writing to any additional
payment terms before the SunComm Division Operations pays additional compensation to the Contractor
to complete the Services.
3. Information. The SunComm Division Operations shall provide any information in its possession or
control that is reasonably requested by the Contractor to enable the Contractor to perform its obligations
hereunder. If the Contractor requests information from third -party local governments in the SunComm
Division Operations' jurisdiction, the SunComm Division Operations shall make a good faith effort to
obtain that information from the third parties.
4. General Performance Standards.
4.1. Except as otherwise set forth in this Agreement, the Contractor shall furnish all the labor,
services, materials, and equipment necessary to perform and complete its obligations hereunder.
4.2. The Contractor represents and warrants to the SunComm Division Operations that the
following are true and accurate:
4.2.1 The Contractor has or shall acquire the capacity and the professional experience and
skill to perform the Services.
4.2.2 The Services will be performed in accordance with the standards of care, skill, and
diligence provided by competent professionals who perform services of a similar nature to those specified
in this Agreement
4.2.3 The Services shall be performed in a good and workmanlike manner.
4.2.4 All information supplied by the Contractor or its agents or subcontractors is and
will be truthful and accurate in all material respects, except where the same is based on information
provided by the SunComm Division Operations or local governments in the SunComm Division
Operations' jurisdiction.
4.2.5 The Contractor has complied and will comply with all applicable laws, regulations,
rules, ordinances, or similar directives regarding the Services, including any data privacy laws.
4.3. If competent professionals find that the Contractor's performance of the Services does not
meet the standards set forth in this Agreement, the Contractor shall, at the SunComm Division
Operations' request, re -perform the Services not meeting this standard without additional compensation
and such re -performance shall be in addition to any other rights or remedies the SunComm Division
Operations may have.
4.4. The Contractor shall undertake and complete the Services timely to assure their expeditious
completion in light of the purposes of this Agreement. If performance of the Services by the Contractor is
delayed due to factors beyond the Contractor's reasonable control, or if conditions of the scope or type of
Services are expected to change, Contractor shall give timely notice to the SunComm Division Operations
of such a delay or change and may receive an equitable adjustment of time and/or compensation, as
negotiated and agreed among the Parties.
5. Independent Contractor Status. The Contractor is and will remain a vendor in independent contractor
in its relationship to the SunComm Division Operations. IF REQUIRED BY LAW, ALL PAYMENTS MADE TO THE
CONTRACTOR HEREUNDER WILL BE REPORTED ON A CALENDAR YEAR BASIS USING IRS FORM 1099. THE SUNCOMM
DIVISION OPERATIONS WILL NOT. (1) WITHHOLD FICA (SOCIAL. SECURITY AND MEDICARE TAXES) FROM THE
CONTRACTOR'S PAYMENTS OR MAKE FICA PAYMENTS ON THE CONTRACTOR'S OR THE CONTRACTOR'S AGENT'S
BEHALF, (2) MAKE STATE OR FEDERAL UNEMPLOYMENT COMPENSATION CONTRIBUTIONS OR PAYMENTS ON THE
CONTRACTOR'S OR THE CONTRACTOR'S AGENT'S BEHALF, OR (3) WITHHOLD STATE OR FEDERAL INCOME TAX FROM
THE CONTRACTOR'S PAYMENTS. THE SUNCOMM DIVISION OPERATIONS WILL NOT OBTAIN WORKERS' COMPENSATION
OR UNEMPLOYMENT INSURANCE OR ANY OTHER NSURANCE COVERAGE OF ANY KIND ON BEHALF OF ms CONTRACTOR
OR THE CONTRACTOR'S AGENTS.
6. indemnification and Liability.
6.1. The Contractor shall defend, indemnify, and hold harmless the SunComm Division
Operations and their elected officials, directors, officers, contractors, employees, agents, and consultants
from and against any and all claims, demands, losses, liabilities, actions, lawsuits, damages, and
expenses, including legal expenses, costs, and attorneys' fees, brought or asserted by any third party
arising out of or related to any breach of this Agreement by the Contractor.
6.2. This indemnity coverage shall also cover the SunComm Division Operations' defense costs
in the event that the SunComm Division Operations, in its sole discretion, elects to provide its own
defense. The SunComm Division Operations retains the right to disapprove counsel, if any, selected by
the Contractor to fulfill the foregoing defense indemnity obligation, which right of disapproval shall not
be unreasonably exercised. Insurance coverage requirements specified herein shall in no way lessen or
limit the liability of the Contractor under the terms of this indemnification obligation. The Contractor
shall obtain, at its own expense, any additional insurance that it deems necessary for the SunComm
Division Operations' protection in the performance of this Agreement. This defense and indemnification
obligation shall survive the expiration or termination of this Agreement.
6.3. EXCI;.PI WITH RESPECT TO THE CONTRACTOR'S INDEMNIFICATION OBLIGATIONS HEREUNDER, NO PARTY
SHALL BE LIABLE FOR NCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATING TO
THIS AGREEMENT. NOTHING N THIS AGREEMENT SHALL BE DEEMED A WAIVER OF THE SUNCOMM DIVISION
OPERATIONS' PRIVILEGES OR IMMUNITIES.
7. Termination.
7.1. Ternunation for Breach. Either Party may terminate this Agreement if any other Party
commits a material breach of this Agreement, including a breach of a representation or warranty, by
giving the breaching Party written notice of termination for breach. The notice of termination for breach
must specify the nature of the breach in reasonable detail. This Agreement will terminate if the material
breach described in the notice is not cured within 30 days after the notice is given. A termination for
breach will be without prejudice to the rights any Party may have against the other Party, whether arising
in connection with the breach or otherwise.
7.2. Termination for Convenience. The SunComm Division Operations may terminate this
Agreement for convenience by giving the Contractor of such termination 45 days before the effective date
of termination. Final invoice will include 45 days turn down services for convenience. Remaining
contract fees for prepaid contracts will be refunded less the previously stated 45 days, for any termination
for convenience.
7.3. Effect of Termination. Unless agreed otherwise, the Contractor shall provide no further
Services in connection with this Agreement after the effective date of termination, and the Contractor
shall proceed to cancel all existing orders and contracts that are chargeable to the SunComm Division
Operations under this Agreement. The SunComm Division Operations shall have no liability for any
Services performed after the effective date of termination. The Contractor shall be entitled to receive
compensation in accordance with this Agreement for any satisfactory Services completed prior to the
effective date of termination, or such other stop -work date as may be specified in the notice. The
SunComm Division Operations shall own all results and proceeds of all the Services performed prior to
the effective date of termination, and the Contractor shall deliver the same upon request to the SunComm
Division Operations within reasonable amount of time and during turn down time period. The Contractor
shall be relieved of liability to the SunComm Division Operations for damages sustained by virtue of any
breach of this Agreement by the Contractor.
8. Confidentiality.
8.1. Definition. "Confidential Information" means all information that the StmComm Division
Operations discloses to the Contractor that falls within one or more of the following categories: (1) any
information identified as confidential by the SunComm Division Operations; (2) any information that
falls within the definition of a "trade secret"; (3) any information, including a formula, pattern,
compilation, program, device, method technique, or process that (a) derives independent economic value,
actual or potential, from not being generally known to, and not being readily ascertainably by proper
means by, other persons who can obtain economic value from its disclosure or use and (b) is the subject of
efforts that are reasonable under the circumstances to maintain its secrecy; (4) any information which the
Contractor knows or reasonably should know that the SunComm Division Operations is required to keep
confidential under a binding obligation with a third party or under law, and (5) all information provided to
the Contractor which the Contractor knows or reasonably should know could be detrimental to the
interests of the SunComm Division Operations if disclosed or used without authorization, whether or not
such information is identified as confidential. All information provided to the Contractor that contains or
could be used to derive line counts from a particular carrier shall be considered Confidential Information;
except such information that falls into one or more of the categories set forth in Section 8.2 shall not be
considered Confidential Information. The Deliverables shall be considered Confidential Information.
&2. Exceptions. Information that falls into any one or more of the following categories shall not
constitute Confidential Information: (1) information that is or becomes part of the public domain through
no fault of the Contractor, (2) information that the Contractor can show was known by the Contractor
prior to its receipt from the SunComm Division Operations; (3) information that the Contractor can show
was independently developed by or for the Contractor without relying on any Confidential Information;
(4) information that the Contractor can show was rightfully received from a third party who is not under
any obligation to maintain the confidentiality of such information, under circumstances not involving a
violation of the rights of the SunComm Division Operations; and (5) information that the SunComm
Division Operations is required to disclose under open records request.
8.3. Protection of Confidential Information. Except as otherwise provided or permitted in this
Agreement, the Contractor will not do any of the following, directly or indirectly, without the written
consent of the SunComm Division Operations: (1) disclose, transfer, or otherwise communicate to any
third party any Confidential Information; or (2) use Confidential Information for any purpose. The
Contractor will not permit any of its respective agents or employees to take any action prohibited by this
Section 8.3.
8.4. Use of Confidential Information. A Contractor may use the SunComm Division
Operations' Confidential Information consistent with the purpose and intent of this Agreement and to
evaluate the feasibility of additional transactions or a business relationship between the Parties.
8.5. Disclosure by Court Order or Law. The Contractor will not be in breach of the obligations
hereunder to the extent that, based upon the advice of counsel, it provides Confidential Information under
a court order or discloses Confidential Information as required by law Before the Contractor discloses
Confidential Information under this Section 8.5, it must (except to the extent it is illegal to do any of the
following): (1) immediately notify the SunComm Division Operations of the court order or legal
requirement; (2) give the SunComm Division Operations a reasonable opportunity to contest or limit the
required disclosure; and (3) provide reasonable assistance at the SunComm Division Operations' expense.
8.6. Availability of Injunctive Relief. The unauthorized use or disclosure of Confidential
Information would be highly prejudicial to the interests of the SunComm Division Operations and would
materially damage the SunComm Division Operations. Therefore, the SunComm Division Operations
will be presumed entitled to injunctive relief to protect its Confidential Information against unauthorized
disclosure or use in violation of this Agreement. The SunComm Division Operations may obtain
injunctive relief without posting a bond (or, if a court determinates that a bond is required, then upon the
posting of a nominal bond).
9. Notices. Notices to be provided under this Agreement shall be given in writing and either delivered by
hand, email, or U.S. Mail to the persons or addresses set forth on Exhibit B. A Party may change its notice
person or address by giving written notice to the other Parties.
10. General Terms.
10.1. Further Assurances. Each Party shall execute all further documents and take all further
acts reasonably necessary or appropriate to carrying out the intent of this Agreement
10.2. Amendments. Amendments to this Agreement may only be made in writing and must be
agreed to by all the Parties to be effective.
103. Assignability and Subcontracting. The Contractor shall not assign, transfer, or subcontract
this Agreement or any obligations hereunder, without first obtaining the written consent of the SunComm
Division Operations. Any permitted assignment, transfer, or subcontract shall not relieve thc Contractor
of its duties and obligations hereunder.
10.4. Audit. The SunComm Division Operations, or any of its duly authorized representatives,
shall have reasonable access to any books, documents, papers, or records of the Contractor which are
pertinent to the Contractor's performance under this Agreement for the purpose of making an audit,
examination, or excerpts. The Contractor shall provide any documentation necessary to prepare all
reporting required by the SunComm Division Operations, and shall keep all books, documents, papers
and records which are pertinent to the Contractor's performance for a minimum period of two years, or
such longer time as may be set forth in any addendums to this Agreement.
10.5. Disputes. This Agreement shall be governed by the internal laws of the State of
Washington, without reference to conflict of laws principals. Venue for any civil action relating to this
Agreement shall be in a state court located in Yakima County, Washington.
10.6. Waiver. The SunComm Division Operations' approval or acceptance of, or payment for,
Services shall not be construed as a waiver of any rights or benefits to be provided under this Agreement.
No covenant or term of this Agreement shall be deemed to be waived by any Party except in writing
signed by a person authorized by that Party, and any waiver of a right shall not be construed to be a
waiver of any other right or to be a continuing waiver.
10.7. Non -Appropriation. The financial obligations of the SunComm Division Operations as set
forth herein beyond the current fiscal year is contingent upon that Party's legislative body's annual
appropriation of funds. Nothing herein shall create a multiple year fiscal obligation.
10.8. Force Majeure. No Party shall be liable for any delay in or failure of performance of any
obligation hereunder, nor shall any delay or failure constitute default or give rise to any liability for
damages if, and only to the extent that, such delay or failure is caused by an act of God, act of the public
enemy, unusually severe weather, fire, flood, epidemic, quarantine, strike, labor dispute or freight
embargo, or similar event outside the reasonable control of the non-performing Party, but only to the
extent such event was not the result of, or was not aggravated by, the acts or omissions of the non-
performing Party.
10.9. Severability. If any term or condition of this Agreement is held to be invalid or
unenforceable, then the term or condition may be modified or amended by the court to render it
enforceable to the maximum extent permitted; if modification or amendment is not practicable, then thc
term or condition shall be severed from this Agreement with no etTect upon the remaining terms and
conditions of this Agreement.
10.10. Third -Party Beneficiaries. The enforcement of this Agreement and all rights of action
relating thereto shall be strictly reserved to the Parties. Nothing contained in this Agreement shall give or
allow any claims or rights of action whatsoever by any other third person or entity.
10.11. Conflict of Interest The Contractor shall not offer or provide (and represents that it has
not offered or provided) anything of benefit to any the SunComm Division Operations official or
employee, or to any official or employee of any local government located in the SunComm Division
Operations' jurisdiction, that would place the official or employee in a position of violating the public
trust.
10.12. Survival of Terms and Conditions. Notwithstanding anything herein to the contrary, the
Parties understand and agree that the provisions of this Agreement that require continued performance,
compliance, or effect beyond the termination date of the Agreement shall survive such termination and
shall be enforceable in the event of a failure to perform or comply.
10.13. Liens and Encumbrances. The Contractor shall not have any right or interest in any of
the SunComm Division Operations' assets, nor any claim or lien with respect thereto, arising out of this
Agreement or the performance of the Services.
10.14. Open Records. The Parties acknowledge that certain material provided or produced under
this Agreement may be subject to Public Records Request.
10.15_ Counterparts. This Agreement may be executed in counterparts, each of which shall be
deemed an original, but all of which together shall be deemed to be one and the same agreement A signed
copy of this Agreement delivered by facsimile, e-mail or other means of electronic transmission (to which
a signed PDF copy is attached) shall be deemed to have the same legal effect as delivery of an original
signed copy of this Agreement.
[signature page follows]
The Parties are executing this Agreement to signify their acceptance of all the terms and conditions stated
above, to be effective as of the Effective Date, regardless of the date of actual signature.
City of Yakima, for SunComm Division.
Moetivations, Inc
By:
4 l'ke, ( 74, 6
Name: Cliff Moore
Name: Maureen Dieckmann
Title: City Manager
Title: CEO
Date:
Date/4/4/te)w
ExIusEE A
PROPOSAL. FOR TEAM ON DEMAND
EXHIBIT B
CONTACT INFORMATION
If to the City of Yakima, City of Yakima, WA
WA SunComm Division Operations
for SunComm Division Attn: Brad Coughenour
Operations: With a copy to: City Clerk, City of Yakima, 129 N. 2"d St, Yakima,
WA 98901 (509) 575-6000
If to the Contractor:
Moetivations, Inc.
Attn: Maureen Dieckmann
6160 S. Syracuse Way, Suite 210
Greenwood Village, CO 80111
303-993-7850
10.15. Counterparts. This Agreement may be executed in counterparts, each of which shall be
deemed an original, but all of which together shall be deemed to be one and the same agreement. A signed
copy of this Agreement delivered by facsimile, e-mail or other means of electronic transmission (to which
a signed PDF copy is attached) shall be deemed to have the same legal effect as delivery of an original
signed copy of this Agreement.
[signature page follows]
The Parties are executing this Agreement to signify their acceptance of all the terms and conditions stated
above, to be effective as of the Effective Date, regardless of the date of actual signature.
City of Yakima, for SunComm Division.
Moetivations, Inc
By: ,
,
Nam : Cli ore
Name: Maureen Dieckmann
Title: City Manager
Title: CEO
Date: 6 /9_D/f
Date: 40 2,40
Exrm;rr A
PROPOSAL FOR TEAM ON DEMAND
Extmar B
CONTACT INFORMATION
If to the City of
WA
for SunComm
Operations:
If to the Contractor:
CITY CONTRACT NO'ice' o, O -1051
RESOLUTION NO: i7/ Zi •
Yakima, City of Yakima, WA
SunComm Division Operations
Division Attn: Brad Coughenour
With a copy to: City Clerk, City of Yakima, 129 N. 2' St, Yakima,
WA 98901 (509) 575-6000
Moetivations, Inc_
Attn: Maureen Dieckmann
6160 S. Syracuse Way, Suite 210
Greenwood Village, CO 80111
303-993-7850
cv�aa aaBo
TEAM ON DEMAND SERVICES
and LEADERSHIP DEVELOPMENT
A proposal for:
SUNCOMM, WA
Ft LOADi-
NATIONS
LEADERSHIP DEVELOPMENT
& TEAM ON DEMAND: QA
Your ROI: Return on Inspiration
Application of NENA standards
Consistency in Service to Community
Empowered & Trained Staff
Streamlined Evaluation
Timely Call Review
Prompt Feedback
Professional Coaching
Support for Burdened Staff
Improved Customer Service to Field
Advanced Training Content
More from our Team on Demand Portfolio:
• Project Management
• MSAG and Data Integrity
• Vendor Selection & Negotiations
• NG911 Assessments
• Text to 911 Implementation
LEADERSHIP DEVELOPMENT:
COMMUNICATIONS TRAINING for 9-1-1
Communications with Purpose
This professional development course includes but is not
limited to a list targeted towards quality of 9-1-1 service
and is derived from pre -training interview with your
leadership team and pre -training attendee survey. The
curriculum can be revised should discussions or survey
reveal additional Management/ Attendee critical needs.
Pre -training survey is optional.
TRAINING CONTENT & DYNAMIC DELIVERY WILL COVER:
✓ Revive morale; improve coping skills; reduce the
long term impact of crisis related stress
✓ Reset common courtesies, customer satisfaction
intentions, personal accountability, being mindful,
encouraging increase in positivity; reduces gossip
✓ Communicating in a way that improves team
during crisis, reduce bullying & intimidation;
Practical Workplace Application
✓ Reset Discipline goals; Improving Manager & Staff
interaction, noticing negativity and not tolerating
toxic behaviors to spread throughout a team
✓ Review Leadership skills by example, as shown in
the workplace
• Mentoring: Supervisors in the workplace
• Emotional Strength & Peer Support;
Recognizing stress in yourself and others
✓ Personal Development; notice improvement in the
most unlikely individuals
• Thrive -ability! Reveal Life Application
techniques; Healthy lifestyles & hobbies
• Career development planning
• Encourage character based
communications, discretion, honor
& flexibility
• And more...
April 21, 2018
Scope Outline for: SUNCOMM, WA
TEAM ON DEMAND: QUALITY ASSURANCE
Call -taking & Dispatching teams are taking more calls than ever, many times with limited staffing. Add to that the ever-
growing community expectations, new technology and growing list of standards. Founded by Public Safety industry leaders with
over 25yrs technology & team management experience, MOETIVATIONS, Inc., quickly became known for its dedication to Public
Safety professionals and solving the people challenges for Public Safety, 9-1-1, Sheriffs, Police, Fire, and EMS.
Our Team On Demand Managers and Public Safety Professionals are committed to supporting your staff where shortages
exist and where advanced quality performance is required. From Project Management to Quality Assurance, our 9-1-1 and PSAP
management experts are certified in their fields of expertise, trained to support you, recommend, coach, and do the tasks that
you do not have time or staff to accomplish. They are highly skilled in reports, policy documentation and 9-1-1 Management best
practices.
Team on Demand will perform multiple aspects of Quality Assurance. We will use feedback to feed forward and
adapt policies and procedures that support continuous improvement...including but not limited to developing laser -focused
training agendas. We listen and report for:
■ Attitude — tone of voice, empathy and community service
■ Protocol — Applying policy and procedures as agreed upon; applying NENA standards and growing your agency to
compliance with other related certifications as needed (Example: IAED, EMS Protocols);
Based on program selected: Compliance requirements can be upgraded in the future as policies are enhanced.
■ Listening to pre -determined percentage calls; assuring that maximum % of customer service performance in processes and
standards is met.
o Our team will select random calls, use a scorecard for objective samplings of call, radio and screen recordings for
evaluation.
o We will use schedules and rules that you prefer, and vary the scope of calls, based on tenure, new hire needs, and
performance review schedules. We will adapt forms and tailor feedback based on skills, incident type, responsibilities
and other performance priorities that we mutually set.
■ Documenting: validating policy and standards as it relates to NENA Standard; drafting Policy if it does not exist, utilizing
accreditation and policies where required.
o Reporting: Team on Demand will provide the quantitative documentation to the agency to assist with employee
evaluations, and performance enhancements; Deliver relevant information to management teams in timely manner
with which to provide improved service and speed to response.
■ Implementing Policy and Training — remote or onsite based on program designed to improve attitude, coaching behaviors
and applying appropriate quality service recommendations based upon the agency desired requirements and established
policies.
o Remove the inconsistency associated with having supervisors apply standards based on personal preferences,
varying experiences, and opinion.
QA MANAGEMENT GOALS:
• Reduce liability exposure & risk associated with poor quality response
• Reduce turnover caused by over -discipline.
• Improve efficiency, quality of service, enhance productivity
• Drive accountability and utilize staff retention strategies
• Reduce complacency & customer complaints;
• Create better community alliances
MOETIVATIONS
We inspire new staff and old, apply humor and use real world examples... Encouraging responders to thrive, problem solve and
create change. Partner with us...and watch your people come to life with
a new and refreshed perspective.
PROPOSAL
TEAM ON DEMAND SERVICES: QUALITY ASSURANCE
QUALITY ASSURANCE TEAM: Launch & Infrastructure, Portal $ 1,650 /one time set up fee
Kick off plan, review of policies and issues, QA assessment
Term: Contract signing to December 31, 2018 $ 1,059 /monthly fee
Based on estimated call review no less than 65 calls per month
10 LE, five (5) F calls/dispatches weekly
Includes: Application of local & working towards NENA standard;
Review & Grade: Application of dispatch scorecard & SC recommendations
Includes monthly reporting & Supervisor feedback support; strengthening internal program
Includes developing process improvements where mutually agreed upon/needed
Improve, draft & implement, revise Policy Documentation
1 Improve, draft and implement coaching & training recommendations
Training Included Quarterly Training Presentations: Via webinar & Recording for self -driven repeat
OPTIONAL Upgrade to QA PROGRAM: Annual Onsite Full Day Leadership Development workshop & training: includes
(6hr or 8hr) course days or (4hr) courses delivered in training/workshop style, includes (2hr) management leadership
course, with curriculum chosen from the Leadership Portfolio, for telecommunicators, dispatch, peer support,
supervisors & management, Includes Executive Readout.
Add $ 346 to ToD Monthly fee or convert to one-time fee (see below)
OPTIONAL Upgrade to QA PROGRAM: upgrade FIRE calls to move towards accreditation with IAED EFD: add long
term certification goals & roadmap, policy writing & implementation job aides, protocol development; and advanced
training materials, policy development. Add predetermined amount based on call count minimum /to Monthly fee
OPTIONAL TEAM ON DEMAND SERVICES: PSAP Operations Experts
EXAMPLE POLICY SCOPE: SOCIAL MEDIA POLICY & IMPLEMENTATION FOR DISPATCH
1. Author policy, work through approval process, sign for file and set implementation date
2. Coordinate training dates/times with supervisors to ensure maximum attendance with minimum
overtime. Establish specific training dates/times for each affected employee.
3. Send out announcements via agency -wide email that the policy has been created, give a 10 -minute high level
summary of the policy, provide supervisors with policy messaging for consistency, provide notice that
mandatory training will be provided on x dates/times, and which employees will attend which training session.
a. Place notice, training schedule, and new policy on bulletin boards; distribute same at shift roll -call.
4. Distribute policy to all employees via the prescribed policy in place. Note whether the employees are required
to read and acknowledge the policy, and if a system exists to track the employee and the date the policy was
opened.
5. Provide training. Require each employee to sign a form acknowledging they received training and new policy.
6. On implementation date, remind employees of policy. Repeat in pre -approved schedule -such as refresher
training.
Social Media Policy: Drafting, Approval Process, and Implementation (onsite training included in above
training 2 hr session), + 2 Remote refresher training Policy writing Starting at $ 107 / monthly fee
MOETIVATIONS
OPTIONAL TRAINING: LEADERSHIP DEVELOPMENT COURSES
COMMUNICATIONS WITH PURPOSE; CHARACTER IN CRISIS; CHANGE MGT for 9-1-1
Our professional development courses include but are not limited to modules designed to improve quality of 9-1-1 service and is
derived from pre -training interview with your leadership team and pre -training attendee survey. The curriculum can be revised
should discussions or survey reveal additional Management/ Attendee critical needs. Pre -training survey is optional. TRAINING
CONTENT & DYNAMIC DELIVERY WILL COVER:
✓ STRESS MANAGEMENT: Revive morale; improve coping skills; reduce the long term impact of crisis related stress; Reset
common courtesies, improve customer service, personal accountability, encouraging increase in positivity; reduces gossip
✓ COPING SKILLS: Communicating in a way that improves team during crisis, reduce bullying & intimidation; Practical
Workplace Application; noticing negativity and not tolerating toxic behaviors to spread throughout a team
✓ LEADERSHIP: By example, Improving Manager & Staff interaction, Multi -Generational Communications; Mentoring:
Supervisors in the workplace; Emotional Strength & Peer Support; Recognizing stress in yourself and others
✓ PROFESSIONAL Development; notice improvement in the most unlikely individuals; Thrive -ability! Reveal Life Application
techniques; Health & Wellness Best Practices; Career Pathing, Character- based behavior: discretion, honor and flexibility
OPTION 1 HOSTED TRAINING: 3 sessions, 4 hour each session; repeated course
1 session: 2 hour: Supervisor/Mgmt training
Or 2 (6hr) sessions: Main Site unlimited seating; while allowing other agencies to sign up, attend, and pay for their
own seats. Includes Pre -Training Survey, Gov't rate travel; Recommendations Report & Readout, Attendance
Feedback data. Moetivations Team will promote/invite surrounding agencies to attend the training session, using
the training rate for external attendees $150ea or 4seats/$500. $ 3,578 /Discounted
OPTION 2 CLOSED CLASS: 3 sessions, 4 hour each session; repeated course
1 session: 2 hour: Supervisor/Mgmt training
Or 2 (6hr) sessions: Main Site unlimited seating; while NOT allowing other agencies to attend. Includes Pre -Training
Survey, Recommendations Report & Readout, Attendance Feedback data. Includes unlimited Main Slte attendees,
Pre -Training Survey, Management Readout, Attendee Feedback Report.
$ 5,205 /Discounted
PROPOSAL APPROVAL: Services Agreement to Follow
TERMS Includes Course Curriculum Handouts, Printing, all travel related expenses
QA Deposit Due: Launch fee plus first month ToD Services
Prepaid Program discount: June 1 thru December — Program total less 7.5%
Training: 60% Due upon date assignment
Training Balance Due: 40% Due on or before Training Start Date
Training Exception: 100% for Hosted or Conference Programs upon signing
Authorizing Signature:
Authorizing Name:
The authorizing party must have budgetary discretion to approve the terms described in this Proposal.
Final invoices to include any taxes or credit card processing fees.
Date:
Title:
MOETIVATIONS
ABOUT MOETIVATIONS, Inc.
Thank you for your consideration and for the opportunity for Moetivations, Inc. to provide you with the attached proposal
detailing our approach to supporting your PSAP management needs. On behalf of MOETIVATIONS, INC., we provide this Team on
Demand services proposal with high integrity and in the spirit of public safety partnership.
Who are we? We are a team of PSAP professionals with over 26 years of PSAP management experience, 9-1-1 systems design &
assessment experience, PSAP and personnel training, dispatch vendor solutions experience, and customer service background.
Founded in 2011, by Maureen Dieckmann, Moetivations, Inc. brings together some of the most reputable and experienced PSAP
personnel and Public Safety subject matter experts in the industry.
Why choose our Team on Demand services? We are a diverse team, minority 100% female owned small business based in Denver,
Colorado; certified DSBO, DBE, with CDOT, NCDOT and an approved vendor on Arizona State Contract for Professional Services.
Our teams have industry certifications such as ENP, RPL, IAED accreditation credentials, and other necessary education and
training background needed to accomplish critical systems analysis, 9-1-1/CAD/RADIO public safety projects, QA services, and
professional 9-1-1 consulting. Moetivations, Inc. is privately owned, does not sell software or hardware, and therefore will be an
objective trusted advisor in Next Gen 9-1-1 roadmaps in a variety of projects.
Team On Demand Background: Our solutions team is well versed in several CAD systems, Airbus, Viper Systems, West/Intrado
networks, several Radio systems & consoles, managed services, Next Gen 9-1-1 solutions engineering, Text to 9-1-1, Cyber
Security, NENA Standards, ESI Net and FirstNet data networks, and infrastructure in mission -critical software and IP telephony.
Our project team is staffed with PMPs who are experienced in implementations, consolidation & co -location methodologies,
products and services in software and hardware portfolios, SaaS, IP delivery, and computer equipment solutions, as well as versed
in managed services, distribution, maintenance SLAB, and contracts for AT&T, Verizon, CenturyLink, Frontier, Venture Tech,
Motorola, Harris, and various other distributors.
Our training & change management team includes educators and motivators experienced in professional and personal
development, team building, coping skills for telecommunicators & dispatchers, health & wellness, leadership & career path
mentoring, coaching, social media and change mgt. training; we are well versed in stressors such as policy changes, uniform
deployment, consolidation, Situational Stress, Customer Service, Staff Retention Strategies, & Conflict Management.
We encourage your first responders to thrive, problem solve and create change.
Statement of Confidentiality & Non -Disclosure
This document contains proprietary and confidential information. All data submitted to your agency is provided in reliance upon its consent not
to use or disclose any information contained herein except in the context of its business dealings with MOETIVATIONS, INC. The recipient of this
document agrees to inform employees of your agency who view or have access to its content of its confidential nature. The recipient agrees not
to duplicate or distribute or permit others to duplicate or distribute any material contained herein without MOETIVATIONS, INC. express written
consent. MOETIVATIONS, INC retains all title, ownership and intellectual property rights to the material and trademarks contained herein,
including all supporting documentation, files, marketing material, and multimedia. By acceptance of this document, the recipient agrees to be
bound by the aforementioned statement.
MOETIVATIONS
Edited 3/19/18
City Manager Signature Transmittal
This form is NOT needed if item is going to Council
Name/Phone Brad Coughenour
Department YKFD-SunComm
Brief Project Description: This service will provide SunComm with a professional third party quality
assurance program, which will assist SunComm in meeting the ANSI
standard adopted by APOCO/NENA of reviewing 2% of E911 calls/dispatch
Is Item Budgeted? E Yes ❑x No Account #
(or Accounts)
151 3434100
What is the current balance in this account as of today?
Date
Jun 7,2018
Project #
Amount $ 9063.00
Amount $ 7851.00
Checking that the vendor is not delinquent in their taxes and hasn't been debarred is required.
(Print out and attach) If Local funds used: http://apps.dor.wa.gov/BRD/
If Federal Funds used: www.sam.gov
Is this a new contract? ❑X Yes ❑ No, go to EXISTING CONTRACT below
NEW CONTRACT: Effective Date
Jul 1, 2018
Contract Term
Certificate of Insurance Required? (if yes, forward to Purchasing) ❑ Yes ❑X No
Purchasing involvement required ? (see manual) ❑ Yes ❑x No
Competition Received? (If over $10K) ❑ Yes ❑x No
Technology or Network related? ❑ Yes ❑x No
If yes, has I.T. Reviewed? fl Yes ❑x No
EXISTING CONTRACTOR AMENDMENT?
Original Resolution or Ordinance or Contract No. N/A
Effective Date
Contract Term
6 Months 12/31/18
Other Moetivations will access the data base through the County IT Network. The county has been working with the vendor to meet
security requirements.
Reviewed By (Digital or Physical signature):
1. Department Director
2. Finance Director
3. City Attorney
Date
Date
Date