HHS for Drug and Alcohol Consumer Satisfaction Survey

Montgomery County is seeking an independent external vendor to design, administer, analyze, and report on consumer satisfaction and member experience activities for the Drug and Alcohol (D&A) and Substance Use Disorder (SUD) system. The primary objective is to collect annual feedback from at least 500 unique residents to strengthen system-wide quality monitoring and ensure alignment with Pennsylvania HealthChoices Behavioral Health Program Standards, specifically Appendix L. The project emphasizes trauma-informed, recovery-oriented, and culturally responsive engagement, requiring the vendor to integrate individuals with lived D&A/SUD experience into the project's design and execution. The contract is scheduled to begin on January 1, 2027, for an initial one-year term with the possibility of up to four one-year renewals. Key deliverables include a D&A Crosswalk mapping survey domains to state requirements, quarterly activity reports, provider-level summary packets, and a comprehensive annual report on system-level trends. The selected vendor must adhere to strict regulatory standards, including HIPAA and the Breach of Personal Information Notification Act, and will be required to execute a Business Associate Agreement and a Data Sharing Agreement to protect health information. Proposers must submit a response narrative not exceeding 20 pages, along with a detailed cost proposal using provided Excel templates and various certifications regarding business size, diversity, and conflicts of interest. Evaluation will focus on the vendor's prior experience in behavioral health systems, knowledge of ASAM levels of care, and ability to operate as an independent evaluator. Awarded contractors must maintain comprehensive liability and malpractice insurance, implement internal quality assurance controls, and ensure all staff possess required criminal and child abuse clearances.