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EXHIBIT 1 <br />CITY OF SANTA ANA <br />EXHIBITA <br />SCOPE OF SERVICES <br />Contractor shall perform services as set forth below. <br />A. GENERAL REQUIREMENTS <br />1, Provide enhanced homeless street outreach and engagement, case management and referral <br />services to shelter and treatment to primarily benefit Individuals experiencing homelessness in <br />the City of Santa Ana. <br />a. Provide eligibility screening and referral processes to shelters, recuperative care <br />programs, drug rehabilitation centers, crisis stabilization units, mental health clinics, <br />medical health facilities and additional appropriate County Behavioral Health, Health Care <br />and Social Services programs. <br />b. Provide Case Management on the streets for individuals unable to go into shelter. <br />2. Meet Santa Ana's homeless population where they are, provide supportive wrap -around services, <br />and offer both temporary and long-term housing opportunities. <br />a. Follow best practice models such as progressive engagement, motivational interviewing, <br />and other strength -based practices to build trust for future service. <br />b. Exit individuals off the streets of Santa Ana by providing placement in emergency shelter, <br />transitional housing, permanent housing or family reunification. <br />3. Designate a point -of -contact who is available to address issues that may arise and is capable to <br />coordinate wi t h City staff and Santa Ana Police Department. <br />4. Receive diverted homeless calls for service from City law enforcement. <br />5. Be both proactive and responsive to calls and reports made through the MySantaAna app and <br />Community Call Line. <br />6. Include outreach scheduling outside of standard business hours. <br />a. Overall Hours of Operation, including most City holidays, are: <br />• Seven days per week, 7:00 AM to 9:00 PM <br />b. Community Call Line hours are: <br />• Seven days per week, 7:00 AM to 9:00 PM <br />c. Hours may be adjusted by mutual agreement between City and Contractor. <br />7. Provide Live/In-Person Dispatch Services during overall operating hours capable of: <br />a. Providing robust dispatch services <br />b. The use of computer -aided dispatch system capable of providing: <br />• Real-time data and metrics; <br />• Historic data and reports; and <br />• Knowledge and clear understanding of all staff activities and interactions in the <br />public. <br />c. Call recording and monitoring <br />