Intellectual Property Statement
The Falck name and logo are trademarks of Falck A/S, registered in the United States and other countries. Other trade names and logos are the property of their respective owners.
Use of Images & Promotional Materials
Per the instructions in the RFP, in the interest of brevity and a concise presentation, images have been used sparingly in this Proposal. Promotional materials have been excluded, although they remain available on request should the City desire additional detail on third-party products/equipment/software included in this Proposal. Such requests should be made to the contact person designated in the Letter of Transmittal.
Falck Mobile Health Corp. RFP #2324-01 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
CONTENTS
1. LETTER OF TRANSMITTAL .............................................................. 1
2. PROPOSER QUALIFICATIONS ........................................................ 4 a. Profile of Firm .................................................................................................... 5 The Falck Group Parent Company ................................................................. 5 Lundbeck Foundation ..................................................................................... 6 KIRKBI Group ................................................................................................. 6 Falck USA ....................................................................................................... 7 A Leading EMS Provider in California ............................................................ 7 Company Facts ............................................................................................... 7 b. Financial Condition ............................................................................................ 9 c. Experience in Performing Work of a Similar Nature .......................................... 9 Northern California Experience ....................................................................... 9 Southern California Experience .................................................................... 10 9-1-1 Service in Los Angeles County ........................................................... 11 9-1-1 Service in Orange County ................................................................... 12 Additional 9-1-1 Service Experience in Southern California ......................... 13 City of San Diego .......................................................................................... 14 d. Experience in Working With Government Agencies & Community Organizations ...................................................................................................... 15 e. Past Joint Work by Proposer and Each Subcontractor ................................... 15 f. References, Letters & Recognitions ................................................................. 16
3. PROPOSED STAFFING & ORGANIZATION ................................... 24 a. Proposed Contract Staff .................................................................................. 25 b. Proposed Key Personnel Resumes ................................................................ 25 c. Key Personnel Proposed to Perform the Work in the Specified Tasks ........... 37 d. Organization Chart .......................................................................................... 38 e. Availability Statement ...................................................................................... 38
4. DETAILED WORK PLAN & IMPLEMENTATION SCHEDULE ............ 39
2.1. Minimum Qualifications ................................................................................ 40
2.2 Scope of Work ............................................................................................... 40 A. General Requirements ......................................................................... 40 B. Ambulance Services ............................................................................ 46 Vehicle Preventive Maintenance Plan ........................................... 47 Vehicle Maintenance Intervals ....................................................... 48 FleetWave Electronic Fleet Documentation System ...................... 49 Methods to Reduce Vehicle Environmental Impact ....................... 50
Falck Mobile Health Corp. RFP #2324-01 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Vehicle Failures – A Key Performance Indicator (KPI) .................. 50 Inclusive Recruitment .................................................................... 57 Implementation Schedule .............................................................. 83
6. FEE SCHEDULE ................................................................................... 85
REQUIRED FORMS & APPENDIX ........................................................... 88
ATTACHMENT A: NON-COLLUSION AFFIDAVIT ............................................. 89 ATTACHMENT B: SPECIAL PROVISIONS ........................................................ 90 ATTACHMENT C: EXCEPTIONS ....................................................................... 91 APPENDIX 1: ACCEPTANCE OF INSURANCE REQUIREMENTS .................. 92
Falck Mobile Health Corp. RFP #2324-01 1 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
1. LETTER OF TRANSMITTAL
Falck Mobile Health Corp. RFP #2324-01 2 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
August 25, 2023
Vanessa Slouka, Buyer
City of Fullerton
303 W Commonwealth Ave.
Fullerton, CA 92832
Dear Ms. Slouka:
Falck is excited about the opportunity to continue our 20-year partnership with the City of Fullerton to provide world-class ambulance services to all residents, visitors, and workers in the City. The package accompanying this Letter of Transmittal is our response to the City of Fullerton’s Request for Proposals RFP #2324-1 Emergency Basic Life Support Ambulance Services. Requirements of Section 4.2.1 of the RFP are contained within this Letter of Transmittal.
While this proposal extensively details Falck’s unique qualifications for this contract, we know you have choices when it comes to your ambulance service provider, and I’d like to highlight what makes Falck different.
Falck stands apart from typical private ambulance service providers. We offer the stability and backing of a 117-year-old organization that serves 25 countries, employs a diverse, highly skilled, and deeply caring workforce of more than 24,000, and is known worldwide for its commitment to quality and reliability.
We are also different in our ownership: Unlike services that are owned by out-of-state investors or private equity funds, Falck’s shareholders are charitable foundations committed to giving back to society and to building a healthier population and a more sustainable world. Our ownership structure aligns perfectly with our mission of Advancing Sustainable Healthcare.
Further, we are different in our financial picture: Few qualities in an emergency ambulance provider matter more than stability. With only limited debt to service, Falck has strong cash flow that can be applied to the service we provide to communities. Combined with our deep reserves, Falck is exceptionally financially stable.
Finally, we are different in our philosophy: Rather than seeking growth for growth’s sake, we carefully select communities and contracting agencies whose values align with our own commitment to partnership, openness, and transparency in the interest of providing the best possible service to people in need of care.
We take this philosophy seriously — even in our hiring and selection process, we carefully screen new employees not merely for minimum qualifications, but with the idea that many of
Falck Mobile Health Corp. RFP #2324-01 3 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
them will go on to become firefighters or firefighter/paramedics in the communities we serve.
Their performance in those roles reflects directly on Falck. We are proud of the fact that we have helped hundreds of individuals advance to careers in the Fire Service. In fact, in Fullerton alone, the last two Firefighter of the Year awards were given to former Falck/Care Ambulance employees.
The Proposer that will have contractual responsibility with the City is:
Falck Mobile Health Corp.
1517 W. Braden Ct.
Orange, CA 92868
714-288-3800
The contact person during the period of proposal evaluation is:
Julian Dewberry
Director of Business Development
1517 W. Braden Ct.
Orange, CA 92868
[email protected]
714-867-4094
Proposed subcontractor: N/A
Per the requirements of the RFP, acknowledgement is hereby made of receipt of all RFP addenda. This proposal shall remain valid for a period of not less than 180 days from the date of submittal. I hereby attest that all information submitted with the proposal is true and correct.
We look forward to engaging with you to explore the benefits of continuing the City of Fullerton’s successful, proven, and long-running partnership with Falck.
Warmest regards,
Troy Hagen
Chief Commercial Officer
Falck Mobile Health Corp. RFP #2324-01 4 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
2. PROPOSER QUALIFICATIONS
Falck Mobile Health Corp. RFP #2324-01 5 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
a. Profile of Firm
As the City of Fullerton’s contracted provider of emergency Basic Life Support ambulance service for the past 20 years, Falck has unparalleled resources, expertise and proven experience that no other provider can offer.
For more than 100 years, it has been Falck’s mission and privilege to respond to accidents and emergency situations, rescue and assist people in emergencies quickly and competently, and rehabilitate people after illness and injury. Falck Mobile Health Corp.—the legal entity through which services are currently and will be provided in the City—is a proud member of the industry-leading Falck Group, the largest and oldest international provider of emergency medical services (EMS) worldwide.
Falck is exceptionally qualified and prepared to deliver the services required by the City of Fullerton. Falck’s proposal unequivocally demonstrates our superior ability to meet or exceed the RFP requirements. We believe Falck’s expertise, experienced leadership team and unique capabilities will ensure the City of Fullerton’s vision for sustaining a high-quality EMS system for many years to come.
Falck is a forward-thinking and collaborative company with significant experience executing and optimizing high-performance 9-1-1 ambulance services in collaboration with local jurisdictions and fire agencies. Our team represents the industry’s finest EMS professionals. We are enthusiastic about assisting people and work diligently every day to provide excellent customer service. With an eye toward continuous quality improvement, Falck operations are committed to meeting or exceeding their contractual performance standards. Below, we offer some insight into the international Falck organization and, specifically, the company’s significant experience in California.
The Falck Group Parent Company
Falck Group is a leading emergency, healthcare and safety service organization, and the largest international ambulance service provider. Extraordinarily stable and privately held, Falck Group (“Falck”) has served others during emergencies for more than 100 years. To its core, Falck is focused on its mission to save and improve lives.
Founded in Denmark in 1906, Falck Group is the parent company to numerous locally operated ambulance service companies around the world and within the United States, including Falck Mobile Health Corp. (originating from the former Care Ambulance Service
1 in Los Angeles and Orange counties, and now also serving the City of San Diego) and Falck Northern California Corp. in the Bay Area. These regional Falck entities comprise Falck’s California division and collectively serve millions of people in
1 Falck is not affiliated with Care Ambulance Service in San Diego, which is owned and operated by Care Medical Transport, Inc.
Falck Mobile Health Corp. RFP #2324-01 6 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
the state. Notably, Falck’s U.S. CEO and executive leadership team are highly accessible and headquartered at the Falck offices in Orange, Calif.
Based on Falck’s longstanding commitment to assist people in their time of need, the company offers specialized services focused on preventing and mitigating the consequences of emergencies. Services are tailored to meet the specific needs of clients and countries throughout the world. Falck Group currently operates in 25 countries on five continents. The company employs more than 24,000 professionals and operates more than 2,200 ambulances worldwide. Falck’s U.S. operations are exclusively dedicated to delivering world-class emergency medical transportation and related services in collaboration with EMS agencies, fire agencies, hospital systems and other jurisdictional partners, both city- and county-based.
Falck Group is the world’s longest-operating, privately held prehospital provider.
Operating as a private company enables Falck to focus on the organization’s core mission—caring for people and advancing sustainable healthcare—rather than market value. Exceptionally stable and financially sound, Falck offers its partners the peace of mind that comes with knowing their contracted EMS provider has been dedicated to saving lives for more than a century. The Falck Group is owned by charitable foundations, the largest of which are described below, which are also heavily invested in bettering the lives of people around the world.
Lundbeck Foundation
The Lundbeck Foundation is Falck’s largest and controlling shareholder, holding
59.15% of the company’s shares. The Lundbeck Foundation seeks to improve people’s health and well-being by supporting independent research, primarily within biomedicine and the natural sciences, and by promoting an international scope of related research.
Every year, the Lundbeck Foundation supports health science research, natural science tuition and research communications through millions of dollars of internationally awarded grant funding. Notably, in March the Lundbeck Foundation allocated $4.4 million in grant funding for research targeting the coronavirus pandemic. For more information on Lundbeck Foundation activities, please visit www.lundbeckfonden.com.
KIRKBI Group
The KIRKBI Group is Falck Group’s second largest owner, with 28.59% of Falck’s shares. KIRKBI was founded by the Kirk Kristiansen family, which created the world- famous LEGO brand. KIRKBI’s mission includes giving back to society by empowering children to become creative, engaged, lifelong learners and re-imaging learning to ensure children build the broad set of skills they need to thrive and succeed. More information about KIRKBI is available at www.kirkbi.com.
Falck Mobile Health Corp. RFP #2324-01 7 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck USA
Falck Group operates as several local entities in the United States under the Falck USA umbrella. Falck entered the U.S. market in 2010 and has since grown to become one of the largest private providers of emergency and non-emergency medical services in the United States. Today, the company employs approximately 2,500 EMS professionals in the United States. Falck companies provide emergency 9-1-1 ambulance services in Northern California, Southern California, the City of San Diego, the Pacific Northwest, and the Rocky Mountain region.
A Leading EMS Provider in California
Falck’s contract in the City of Fullerton operates as a division of Falck in Southern California. Falck is an industry leader and one of the largest EMS providers in the State of California, with the demonstrated state and local EMS system experience to meet the City’s ambulance service needs. The Falck California division comprises Falck Northern California Corp. in the Bay Area and Falck Mobile Health Corp. in Southern California— the legal bidding entity for this contract. Falck Mobile Health Corp. operates in Orange County and Los Angeles County as well as in the City of San Diego. The company is headquartered in close proximity to Fullerton in the City of Orange.
Falck California operations are led by a unified executive leadership team, who work together to ensure the provision of superior and efficient EMS services throughout California. This leadership team will ensure Falck’s continued success with the City of Fullerton contract and drive the program’s ongoing performance. Notably, Falck is CAAS-accredited throughout the State of California.
2 Falck was the first ambulance
service to be accredited by CAAS in the state of California. Our most recent reaccreditation in our operation in Orange County and Los Angeles County was awarded with zero defects — a significant achievement and a testament to Falck’s commitment to applying best practices and state-of-the-art quality improvement programs.
For perspective on Falck’s activities and scope of experience within the State of California, please see Section 2 (c) Experience in Performing Work of a Similar Nature, below.
Company Facts
Falck operates in Southern California as a “C” corporation. Our Orange County operation employs 1,046 individuals. Front-line EMTs are represented by the National Association of Government Employees (NAGE)/International Association of Paramedics (IAEP) Local 370.
2 Falck’s operation in the City of San Diego is in the process of becoming CAAS-accredited.
Falck Mobile Health Corp. RFP #2324-01 8 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
In Orange County, Falck maintains 19 facilities ranging in size from 311 to 36,000 square feet. Locations are provided below.
Facility Address
Square
Feet
Knott Corporate Park Center
11458 Knott Avenue
Garden Grove, CA 92841
Open
Clubhouse 6
1661 Golden Rain Road
Seal Beach, CA 90740
709
3597 Briggeman Drive
Los Alamitos, CA, 90720
1,890
18287 Mount Baldy Circle
Fountain Valley, CA 92708
1,606
4200 Trabuco Road, Suite 250
Irvine, CA 92620
Open
23091 Terra Drive
Laguna Hills, CA 92653
7,900
28062 Forbes Road, Suite C
Laguna Niguel, CA 92677
1,250
23942 McWhorter Way
Lake Forest, CA 92630
6,892
1413-1449 Braden Court
Orange, CA 92868
20,193
1517 West Braden Court
Orange, CA 92868
36,000
22391 Gilberto, Suite A
Rancho Santa Margarita, CA 92688
1,060
2913 West Warner Avenue
Santa Ana, CA 92704
1,870
4718 West 1st Street, Unit 102
Santa Ana, CA 92703
OPEN
2521 North Grand Avenue, Suite B
Santa Ana, CA 92705
823
32302 Camino Capistrano, Suite 209
San Juan Capistrano, CA 92675
311
Villa Park Professional Center
17871 Santiago Boulevard, Suites 222
Villa Park, CA 92861
1,265
1209 North Broadway
Santa Ana, CA 92701
Open
33282 Golden Lantern – Suite 105
Dana Point, CA 92629
490
Falck Mobile Health Corp. RFP #2324-01 9 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
12942 Galway Street
Open D and E
Garden Grove, CA 92841
Open
82,259+
b. Financial Condition
Falck’s financial picture is that of a strong and healthy company with limited debt and significant reserves. There are no conditions (e.g., bankruptcy, litigation, planned office closures, or mergers), pending or actual, that may impede our ability to meet or exceed the City of Fullerton’s requirements.
Falck’s Global Financial Reports are publicly available at https://www.falck.com/about- us/financials/reports/, an example of Falck’s commitment to openness and transparency.
c. Experience in Performing Work of a Similar Nature
We offer an in-depth look into the company’s California operations below. Falck’s exceptional strength in the region supports our success in the City of Fullerton, and will continue to do so should the City award the new contract to Falck. The proposed key personnel collectively have countless years serving in the region’s EMS system(s) — including executing Falck’s existing contract with the City of Fullerton — in multiple roles, from hands-on care providers to front-line supervisors to administrators and executives.
Northern California Experience
Falck Northern California Corp. is among the largest private providers of emergency medical services in the Bay Area. Falck is the exclusive ALS-level 9-1-1 ambulance service provider for Alameda County and has previously provided primary ALS interfacility and backup ALS-level 9-1-1 services in Sonoma County, Sacramento County and Santa Clara County.
Falck’s service as the exclusive ALS-level 9-1-1 provider for Alameda County exemplifies the company’s capabilities operating a large-scale, high-performance ALS 9-1-1 ambulance system — and provides a constant stream of best practices that can be applied to our smaller operations. Contracted services in Alameda County began as scheduled on July 1, 2019, following a competitive RFP process in 2018. For perspective on the scope of this operation, the Alameda County EOA is among the largest in the nation and involves collaboration with numerous fire-based first responder agencies and seamless integration with two public safety access points (PSAPs).
Falck’s Alameda County operation encompasses provision of 24/7 ALS-level 9-1-1
Falck Mobile Health Corp. RFP #2324-01 10 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
service to more than 1.3 million people in partnership with the County EMS Agency and numerous fire first response agencies. Alameda County receives approximately 140,000 9-1-1 requests for service every year. Annually, the system transports more than 100,000 patients to area hospitals.
A testament to Falck’s contract startup expertise, Falck initiated the scope of services as scheduled in Alameda County within 6 months of receiving notification of the contract award. (The previous service provider had 18 months to transition.) The operation was up and running without delay on July 1, 2019, and included the deployment of 77 brand- new, fully equipped ambulances and the launch of 3 operational hubs to ensure seamless delivery of vital 9-1-1 services as the new exclusive provider.
Executing a high-performance EMS contract of this size and scope is not without challenges, but Falck’s dedicated executive team rose to the occasion, working diligently and transparently in close collaboration with the local EMS Agency (LEMSA), fire departments and other agencies to quickly address issues and to facilitate a smooth EMS system transition.
Ultimately, Falck fulfilled its commitment to retain and minimize disruption to the incumbent workforce in Alameda County. In a few short months, the company transitioned and welcomed one of the nation’s largest EMS workforces, more than 500 field and administrative employees, to the Falck organization. With their critical support and system knowledge, Falck stood ready to answer the call for help the moment the contract went live. In fact, a Falck ambulance responded to the first 9-1-1 call for assistance in Alameda County a mere 59 seconds into the contract.
Notably, within the first two months of service, Falck delivered faster response times than the previous contracted provider and made substantial progress in turning around an EMS operation that had struggled for many years to achieve the County’s rigorous performance standards. Today, Falck continues to prioritize system optimization and response-time performance in Alameda County.
Southern California
3 Experience
Falck Mobile Health Corp. is the legal entity through which services are, and will continue to be provided in the City of Fullerton. Elsewhere in Southern California, Falck is completing a multi-year name transition from the jointly branded Falck-Care Ambulance Service to simply Falck, and is the largest provider of emergency medical services in the region. Care Ambulance Service was the first ambulance service provider in the State of California to achieve Commission on the Accreditation of Ambulance Services (CAAS) accreditation. The company, which provides high- performance 9-1-1 emergency medical services in numerous jurisdictions across Los
3 Language note: For the purposes of this RFP, Falck uses Southern California in the vernacular, rather than geographic, sense, i.e., to refer to the greater Los Angeles region, comprising Los Angeles County, Orange County, San Bernardino County, and Ventura County. Falck refers to San Diego as a distinct region.
Falck Mobile Health Corp. RFP #2324-01 11 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Angeles County and Orange County, operates a fleet of more than 250 ambulances and is one of the region’s major employers, supporting more than 1,200 jobs. Falck’s extensive experience in Southern California, including our long-running service to the City of Fullerton, is summarized below.
9-1-1 Service in Los Angeles County
Falck Mobile Health is the exclusive 9-1-1 ambulance service provider in four of nine Los Angeles County Emergency Operating Areas (EOAs), including EOAs 2, 3, 4 and 5.
Under this highly collaborative model, Falck provides primary BLS 9-1-1 service, with the ALS role provided by the L.A. County Fire Department and municipal fire agencies.
Falck has 13 years of experience providing 9-1-1 ambulance and billing services in Los Angeles County EOA 5, which includes the cities of Artesia, Bell, Bellflower, Bell Gardens, Cerritos, Commerce, Cudahy, Hawaiian Gardens, Huntington Park, La Habra Heights, La Mirada, Lakewood, Maywood, Montebello, Norwalk, Pico Rivera, Santa Fe Springs, Signal Hill, Whittier, East LA and other unincorporated portions of the County.
Altogether, the company provides 9-1-1 service to approximately 1.25 million people in Los Angeles County EOA 5.
Falck has served Los Angeles County EOAs 3 and 4 for nearly three years. Falck’s service expansion to EOAs 3 and 4 began as initially scheduled, despite a substantially shortened implementation timeline due to unforeseen delays in the County’s RFP process. Falck’s ability to initiate services without delay in EOAs 3 and 4 reflects once more the company’s outstanding capacity, flexibility and contract initiation capabilities, regardless of the circumstances.
Falck’s 9-1-1 EMS service in Los Angeles County EOA 3 includes the cities of Altadena, Azusa, Bradbury, Claremont, Covina, Duarte, Glendora, Irwindale, La Crescenta, Pomona and San Dimas. The EOA covers a population of approximately 600,000 people. EOA 4 includes the cities of Avocado Heights, Baldwin Park, Diamond Bar, El Monte, Hacienda Heights, Industry, La Puente, Rosemead, Rowland Heights, South El Monte, Temple City and Walnut. This EOA provides 9-1-1 coverage for approximately 650,000 residents.
Falck’s newest addition to the Los Angeles County 9-1-1 service territory is EOA 2, which includes the City of Monrovia with a population of approximately 36,000. With minimal notice, the County EMS Agency recently requested Falck to begin emergency startup operations in EOA 2 after the County’s former provider unexpectedly exited the contract. Falck’s Care Ambulance Service team rose to the challenge and has since served the EOA, exceeding response time requirements for the zone.
Falck Mobile Health Corp. RFP #2324-01 12 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Overall, Falck provides 9-1-1 coverage for more than 2.5 million people and transports more than 136,000 patients every year in Los Angeles County. Our experience in these Los Angeles County EOAs exemplifies Falck’s extensive background in partnering with first responder agencies to deliver vital 9-1-1 services. Falck’s team works diligently to accommodate fire agency scheduling and operational preferences to facilitate cohesive emergency response operations on the ground.
9-1-1 Service in Orange County
South of Los Angeles County, Falck Mobile Health Corp. is also the exclusive 9-1-1 ambulance service provider for several emergency 9-1-1 EOAs in Orange County, including County EOAs B, C, D, and E. Similar to operations in Los Angeles County, Falck partners with the Orange County EMS Agency and the Orange County Fire Authority (OCFA) first responders to ensure delivery of ALS-level 9-1-1 services. Under this highly collaborative model, Falck provides the ambulances and EMTs, and OCFA provides the paramedics. EMTs are often assigned to a similar shift as the OCFA firefighters to foster stronger interagency relationships. Backup services are provided through the company’s non-dedicated fleet of staffed EMT ambulances, which are all equipped to Orange County LEMSA standards. Service in each EOA is described below.
Orange County EOA B includes the provision of 9-1-1 service to the cities of Cypress, La Palma, Los Alamitos, Seal Beach and Stanton. The company provides 5 dedicated ambulances in EOA B, each staffed 24 hours a day, seven days per week. In addition, 7 more dedicated ambulances in EOA B are staffed 11 hours a day, seven days a week.
Service in EOA C includes 9-1-1 coverage for the cities of Irvine, Tustin and Villa Park.
In EOA C, the company provides 5 dedicated ambulances, each staffed 24 hours a day, seven days a week, and 9 dedicated ambulances staffed 11 hours a day, seven days per week.
Contracted 9-1-1 services in Orange County EOA D include the cities of Aliso Viejo, Dana Point, Laguna Hills, Laguna Niguel and Laguna Woods, where Falck provides 3 dedicated ambulances, each staffed 24 hours a day, seven days per week, and 9 dedicated ambulances staffed 11 hours a day, seven days per week.
Finally, service in Orange County EOA E includes the cities of Lake Forest, Mission Viejo, Rancho Santa Margarita and San Juan Capistrano. Falck provides 3 dedicated ambulances, each staffed 24 hours a day, seven days per week and 8 dedicated ambulances, each staffed 10 hours a day, seven days per week.
Falck Mobile Health Corp. RFP #2324-01 13 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Additional 9-1-1 Service Experience in Southern California In addition to Falck’s exclusive 9-1-1 EMS service in numerous Los Angeles County and Orange County EOAs, Falck provides vital emergency medical services in collaboration with several other municipal partners in Southern California. In accordance with County preference, all of these contracts operate under a similar collaborative ALS model, with Falck providing EMTs and ambulances and the fire agencies providing paramedics.
Highlights from these contracts are offered below:
City of Buena Park
Falck has 23 years of experience providing emergency 9-1-1 ground ambulance transportation services for the City of Buena Park and OCFA. One (1) dedicated ambulance is staffed 24 hours a day, seven days per week.
City of Costa Mesa
Falck has provided emergency 9-1-1 ground ambulance staffing for Costa Mesa Fire and Rescue for 13 years. Three (3) ambulances are staffed 24 hours a day, seven days per week. EMTs are routinely assigned to a similar shift as the Costa Mesa firefighters, and back-up services are provided from the company’s non-dedicated ambulance fleet.
Fountain Valley Fire Department
Falck has 23 years of experience providing emergency 9-1-1 ambulance transportation services for the City of Fountain Valley. One (1) dedicated ambulance and 1 back-up ambulance are staffed 24 hours daily, seven days per week.
Fullerton Fire Department
For 20 years, Falck has provided emergency 9-1-1 ambulance transportation services for the City of Fullerton. Three (3) dedicated ambulances are staffed 24 hours daily, seven days per week.
City of La Verne
Falck stepped up in 2021 to lend a hand to the City of La Verne to ensure the provision of vital 9-1-1 services. Like many small cities, La Verne was experiencing challenges in firefighter paramedic recruitment and budget constraints due to COVID-19. As a result, the La Verne Fire Department elected to stop operating both of its emergency ambulances and instead contract with Falck on a temporary basis while they evaluated future options, including dissolving the city-operated fire department and contracting with the county fire agency. Falck’s responsiveness and flexibility in La Verne typifies the company’s long-standing commitment to accommodate local communities’ unique
Falck Mobile Health Corp. RFP #2324-01 14 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
needs, and to deliver creative and customized 9-1-1 EMS solutions in collaboration with local jurisdictions.
Garden Grove Fire Department
Falck has 16 years of experience providing emergency 9-1-1 ground ambulance transportation and billing services for the City of Garden Grove. Four (4) dedicated ambulances are each staffed 24 hours a day, seven days per week. EMTs are routinely assigned to a similar shift as the Garden Grove firefighters. Backup services are delivered from the company’s non- dedicated fleet of staffed ambulances.
City of Santa Ana
Falck Orange County’s largest “alliance” style contract began in September 2012 in the City of Santa Ana, with Falck EMTs based alongside fire fighters at city fire stations.
Working in concert with Orange County Fire Authority (OCFA) firefighter paramedics, Falck provides 9-1-1 ground ambulance transportation services. The company provides 7 ambulances during peak demand in the City of Santa Ana.
City of San Diego
Falck’s California operation grew substantially in 2021, when Falck began service as the exclusive provider of paramedic service level 9-1-1 ambulance services in the City of San Diego. There, Falck employs more than 450 people and operating a fleet of 66 custom Type III ambulances. These ambulances were manufactured and procured at the height of the COVID-19 pandemic, a testament to Falck’s creativity and purchasing strength. The San Diego contract involved a six-month ramp-up — also at the height of the COVID-19 pandemic — and Falck faced the same the same staffing and supply- chain challenges that rippled throughout healthcare due to the crisis. Even with these formidable challenges, Falck’s experienced management team initiated services in a smooth transition that occurred on schedule.
Today, Falck provides the City of San Diego with more paramedic-level ambulance resources than at any other time in its history, and thanks to our leadership team’s creativity, adaptability, and commitment to working closely with the San Diego Fire- Rescue Department, we are delivering daily ALS unit hours well in excess of requirements and have a surplus of paramedics. Falck and the City of San Diego have mutually agreed to a contract amendment that transitions the delivery of EMS to the “Alliance” model, anticipated to begin in October 2023.
Our team has learned a great deal from this experience and adapted our operations to ensure a high level of service. We have also incorporated the lessons learned in San Diego in aspects of our other operations.
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Each of these contracts in California is highly collaborative and customized to accommodate the local fire agencies’ requirements and operational preferences. d. Experience in Working With Government Agencies & Community Organizations
Falck’s long-standing relationships with the County EMS Agencies and numerous fire departments, together with the City of Fullerton and the Fullerton Fire Department, reflect the company’s strong commitment to contract performance and to facilitating collaborative, transparent and innovative working relationships with EMS system partners. Key personnel proposed for this contract have extensive experience, stellar reputations, and solid professional relationships with key officials at government agencies that have jurisdiction over the work specified in the City of Fullerton’s RFP.
In addition to its relationships with government officials and agencies, Falck recognizes its unique role as an advocate for community health, in supporting community education and outreach programs, and in contributing to the advancement of prehospital medicine.
Daily, our team is engaged in community events, both on our own and together with community organizations throughout Orange County, that educate, support and inspire.
We strongly believe that our experience worldwide and within the United States — particularly in the State of California and specifically in the City of Fullerton — demonstrates Falck’s superior qualifications to continue to meet the City’s needs.
e. Past Joint Work by Proposer and Each Subcontractor
N/A — no subcontractor is proposed.
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f. References, Letters & Recognitions
Operation: Orange County Regions B, C, D, & E
Tamara McConnell, EMS Director
Orange County Health
405 W. 5
th St., Suite 301A
Santa Ana, CA 92701
[email protected]
714-834-3500
Operation: Los Angeles County EOAs 2, 3, 4, & 5
Richard Tadeo, Director
Los Angeles County EMS Authority
10100 Pioneer Blvd.
Santa Fe Springs, CA 90670
[email protected]
562-378-1610
Operation: City of Garden Grove
Steve Jones, Mayor
City of Garden Grove
11222 Acacia Parkway
Garden Grove, CA 92840
[email protected]
714-741-5104
Additional references are available upon request.
Falck Mobile Health Corp. RFP #2324-01 17 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 18 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 19 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 20 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 21 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 22 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 23 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 24 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
3. PROPOSED STAFFING & ORGANIZATION
Falck Mobile Health Corp. RFP #2324-01 25 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
a. Proposed Contract Staff
Proposed contract staff include the following, each of whom is designated “key” to the successful execution of the contract.
Troy Hagen Chief Commercial Officer
Scott White Regional Managing Director
Vishal Raj Division Manager
Harold Murphy Operations Manager/FFD Liaison
Richard Piñon Operations Manager/Field Supervisor
Tiffany Sanders Operations Manager/Field Supervisor
Tim Walker Operations Manager/Field Supervisor
All of these individuals have the required education, experience, and professional credentials, which are contained in their resumes (Section B, Proposed Key Personnel Resumes). In the interest of the concise presentation the City requested in its RFP, proposed contract staff details are not duplicated here.
b. Proposed Key Personnel Resumes
See following pages.
Falck Mobile Health Corp. RFP #2324-01 26 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 27 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 28 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 29 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 30 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 31 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 32 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 33 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 34 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 35 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 36 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 37 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
c. Key Personnel Proposed to Perform the Work in the Specified Tasks Falck proposes that Vishal Raj continue in his current role as Division Manager responsible for Falck’s performance in the City of Fullerton contract. He will ensure that Falck meets or exceeds the requirements of the Scope of Work, Section A (General Requirements, Subsections (a) through (n); Section B (Ambulance Services), Subsections (a) through (o), and to executing the proposed Implementation Schedule.
Vishal Raj is a highly accomplished and dedicated professional currently serving as a Division Manager at Falck Mobile Health Corp. in Orange, CA. With a strong background in healthcare operations, Vishal is responsible for managing the daily operations of the Falck Orange County division. He excels in developing and qualifying operational performance indicators, formulating strategic and operational objectives, and implementing internal programs and initiatives.
Vishal is a skilled leader who maintains and enhances relationships with Orange County EMS and municipal Fire Agencies, as well as engages and manages professional relations with surrounding hospitals. He ensures compliance with County EMS regulations and performs HR functions within Operations. Vishal is known for his expertise in labor relations and negotiations, ensuring internal and external customer satisfaction, and implementing team-building initiatives and programs.
In addition to his role as Division Manager, Vishal also served as a Field Training Supervisor and AHA CPR Instructor. He supervised and provided professional development for Field Training Officers, analyzed and created Key Performance Indicators, and generated personal improvement plans for trainees and field training officers. Vishal also developed and presented curriculum and educational material through various mediums and was directly responsible for the onboarding process for new hires.
Vishal holds a Master's degree in Psychology from Pepperdine University's Graduate School of Education and Psychology, as well as a Bachelor's degree in Psychology from the University of California Santa Barbara. He is a dedicated volunteer, providing tutoring services through School on Wheels in Los Angeles County and assisting with the Special Olympics in Long Beach and Fullerton, CA.
Vishal holds several certifications, including California Emergency Medical Technician Credentialed CTE Instructor/Teacher, AHA BLS CPR instructor, ACLS, PALS, PHTLS, and NAEMSE Instructor FTEP Instructor. With his exceptional skills, knowledge, and passion for healthcare and education, Vishal Raj is making a significant impact in the field.
Falck Mobile Health Corp. RFP #2324-01 38 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
d. Organization Chart
e. Availability Statement
Key personnel will be available to the extent proposed for the duration of the contract.
Falck acknowledges that no person designated as “key” to the Contract shall be removed or replaced without 5 (five) days’ advanced written notification to the City when practical.
Falck Mobile Health Corp. RFP #2324-01 39 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
4. DETAILED WORK PLAN
&
IMPLEMENTATION SCHEDULE
Falck Mobile Health Corp. RFP #2324-01 40 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Note: The following items demonstrate Falck’s understanding of the City of Fullerton’s needs and requirements, and detail how Falck shall meet or exceed the City’s requirements as spelled out in the RFP Section 2, Scope of Services/Scope of Work.
The following work plan mirrors the construction of the Scope of Services/Scope of Work, with numbering and language from the RFP included for each item for convenience in reconciling the two. Per the structure of the RFP, some redundancies may exist between Falck’s responses in this and other sections of this Proposal.
2.1. Minimum Qualifications
Only Orange County Emergency Medical Service (“OCEMS”) licensed 911 ambulance transport organizations with verifiable experience as it relates to the scope of services requested in this solicitation will be considered during the evaluation process.
Contracted personnel and staff assigned to execute the scope of services must have relevant experience in providing and/or performing the necessary services as described under the scope of services. All personnel assigned to the work shall possess appropriate certifications or registrations as required by State and local agencies.
Falck has more than two decades of verifiable experience as an OCEMS licensed 9-1-1 ambulance transport organization under its own name and its former name, Care Ambulance Service, Inc. As Fullerton’s incumbent provider, this extensive experience relates directly to the scope of services requested by the City. All Falck personnel assigned to execute the scope of services shall have extensive expertise and relevant experience in performing the necessary services as described in this section. Further, Falck shall ensure that all personnel assigned to the work possess appropriate certifications or registrations as required by State and local agencies.
2.2 Scope of Work
The City requires the provision of Emergency Basic Life Support (“BLS”) Ambulance Transportation Services for the Fullerton Fire Department (“FFD”). All ambulance services described in the Scope of Services refer only to Basic Life Support ground ambulance services.
Falck accepts and agrees with this provision.
A. General Requirements
a. Performance Expectations - Perform all contractual services in accordance with both the letter and spirit of all requirements, conditions, specifications, expectations, and other parameters outlined in the contract, to the complete satisfaction of FFD. All statements made and actions taken by Contractor in the execution of contractual obligations shall be done in a prudent, professional, and courteous manner that supports and/or advances FFD’s EMS mission of
Falck Mobile Health Corp. RFP #2324-01 41 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
optimizing patient outcome by providing superior quality patient care with proficiency and compassion. Most important, Contractor decision making, and conduct shall always be guided by and reflect only the highest ethical standards, comport with the principles of fairness and equal justice, and demonstrate respect and dignity for all human beings.
Falck shall meet or exceed this requirement. Since 1906, and today as an industry leader, Falck has held itself to the highest standards for prudence, professionalism, and courteous communication in a manner that supports and/or advances the missions of the communities and organizations we serve around the globe. Falck shares FFD’s mission of optimizing patient outcome by providing superior quality patient care with proficiency and compassion. For more than 100 years, Falck has dedicated itself to decision-making and conduct guided by and reflecting only the highest ethical standards, comporting with the principles of fairness and equal justice, and demonstrating respect and dignity for all human beings. Our Code of Conduct ensures our ethical decision-making and conduct.
Further, our every action, from patient care to corporate activities, is governed by our Winning Behaviors doctrine:
- We Are Committed to Care
- We Build Trust
- Together, We Create More Value for people and society
Falck Alert Whistleblower Program
Performance excellence goes hand in hand with highly ethical behavior. Falck encourages employees and business partners to raise concerns about irregularities or improper actions that have been committed, are suspected or likely to be committed, or actions that do not comply with applicable laws and regulations, the Falck Code of Conduct or internal policies. Falck provides a “whistleblower” system called Falck Alert, accessible through a smartphone app or via the web, through which employees or business partners can confidentially report, in good faith, suspected irregularities or improper conduct, such as:
• Unlawful activity;
• Financial fraud;
• Bribery or corruption;
• Violation of competition laws;
• Serious endangerment to environment, health and safety; • Any acts by senior management that cannot be reported using local channels; or
• Activities, which otherwise by law, treaty or agreement, amount to serious improper conduct (e.g. discriminatory practices, sexual harassment, use of child labor, human rights violations, drug or alcohol consumption at work).
Falck Mobile Health Corp. RFP #2324-01 42 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck guarantees protection and anonymity for those reporting suspicious activities. All reports are strictly confidential.
b. Contract Performance Costs - Unless otherwise indicated, all expenses necessary to perform contractual services and obligations will be paid solely by Contractor. The City shall pay the contractor an agreed upon rate for the provision of outlined services based off the following calculations:
a. 24 hours X 365 days= 8,760 hours/year
b. # of ambulances X 8,760 hours= total hours/year
c. Total hours/year X $ hourly unit cost=$ total cost of contracted services Falck accepts and agrees with this requirement. Proposed total cost of contracted services is included in Section 6 of this Proposal, Fee Schedule.
c. Contract Performance Standards - Ensure that all facilities, properties, vehicles, material, and documents/records used or available for use in the performance of contractual services and/or in the execution of contractual obligations are in good condition, fully functional, and maintained in a clean, orderly, and organized manner as determined by the Fullerton Fire Department.
Falck shall comply with this requirement. Falck has a consistent track record going back to 2003 of working collaboratively with FFD, and in the spirit of openness and transparency for which we are known. We have consistent fulfilled FFD’s requirement that all facilities, properties, vehicles, material, and documents/records used or available for use in the performance of contractual services are in condition, fully functional, and maintained in a clean, orderly, and organized manner.
d. Inter-Agency Communications - Designate one person as its official liaison to FFD who will serve as the primary contact and interface. To foster teamwork and efficiency, an outstanding working relationship, and excellent communications between agencies and agency liaisons, their office shall be in Orange County, as close to Fullerton as practical.
Falck’s designates Senior Division Manager Vishal Raj to continue in his current role as Falck’s official liaison to FFD and the primary contact and interface. Raj maintains an outstanding reputation in the region’s public safety community, and will build on his existing excellent relationship with FFD, continuing to engage in
Falck Mobile Health Corp. RFP #2324-01 43 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
frequent and direct communications with the Deputy Chief - Operations and Deputy Chief – Administration, as well as the FFD EMS Manager.
Field Supervisor - Ensure that, 24 hours a day, there is a designated Field Supervisor, stationed within Fullerton or at another location within Orange County as close to Fullerton as practical, who is immediately available by mobile phone and/or 800 MHz radio to fire personnel. The Field Supervisor shall be able to arrive at any incident within 20 minutes of being requested by FFD. All Field Supervisors must be qualified and capable of implementing and operating within the Incident Command System including the Orange County MCI plan as well as all other OCEMS protocols.
Falck’s front-line supervisors carry the title of Operations Manager. OPS-1, filled by three individuals working Kelly shifts and housed at 1517 W. Braden Ct., Orange, CA, will continue to provide professional service to the City of Fullerton.
All individual serving in the OPS-1 role have completed ICS/MCI training. In addition to OPS-1, Falck has assigned Operations Manager Harold Murphy to Fullerton, specifically tasked with maintaining a positive relationship with key personnel FFD and exploring opportunities for innovations and improvements to the system. Having extensive local experience and deep knowledge, Harold is well known and respected in Fullerton.
e. Legal Compliance - Ensure that ambulance personnel have sufficient understanding of, and are at all times in compliance with, all applicable EMS- related laws (federal, state, local), including, but not limited to: 1) California Health & Safety Code, Division 2.5; 2) California Code of Regulations, Title 22, Division 9, Chapter 2; and 3) California Vehicle Code.
Falck shall comply with the above requirement. Falck conducts CES mandatory annual training and review in these topics. The company also has systems in place (e.g., ESO Scheduling) to prevent employees from working if their license lapses.
f. Protocols Compliance - Ensure that ambulance personnel comply with all OCEMS and FFD protocols (i.e., official rules, policies, procedures, standing orders, guidelines, etc.), as well as Contractor’s internal protocols. Contractor, including any individual ambulance operator, shall immediately bring to the attention of FFD any protocol that appears to conflict with other protocols to reconcile the inconsistency, contradiction, and/or ambiguity.
Falck agrees with and accepts this requirement. Falck conducts onboarding for EMTs assigned to Fullerton, with specific orientation to FFD, local hospitals, scene parking protocols, and firehouse culture and norms, ensuring that its personnel assigned to Fullerton become productive and harmonious team members together with FFD personnel.
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g. OCEMS EPCR Compliance - Be capable of accepting the transmission of electronic patient care records via OCEMS’ OC-MEDS ePCR application.
Contractor shall provide an iPad for each EMT and a 24/7 wireless data connection for the transfer of patient care information between field personnel and remote OC-MEDS users.
Falck currently meets or exceeds this requirement and shall continue to do so by ensuring that all Falck OC units remain compliant with OCEMS regulations for OC-MEDS. Falck has extensive experience with OCEMS’ OC-MEDS ePCR application in four of the five Orange County EOAs and nine independent cities within Orange County. Per the City’s answer to Question #10 in the RFP process, Falck understands that the County considers this requirement met via one iPad in good repair with cell connectivity per unit, with a supervisor having the ability to replace a non-functional unit within 30 minutes to ensure timely documentation ability.
h. Medical Supplies - Disposable medical supplies, ALS equipment and oxygen will be supplied by the City.
Falck agrees with and accepts this provision.
i. Time Standards - Adhere to a ninety six percent (96%) compliance to the response time standards specified to all areas of the City and its operational areas. Time standards will be measured from the time of Dispatch until the Ambulance arrives on scene. Only times recorded by Metro Cities Fire Authority Communications Center will be considered in these determinations. Isolated instances of individual deviations of Response Time Standard compliance shall be treated as instances of minor, non-compliance. To remedy the Service Provider’s chronic failure to comply with Response Time Standards, the City of Fullerton may impose a $1000 fine per each occurrence. For reference, the FFD expectation of Response Time Standard for Code 2 is within 15 minutes or less and for Code 3 within 10 minutes or less.
Per the City’s response to Question #11 in the RFP process, Falck understands that the City of Fullerton has indicated its openness to considering alternate performance metrics such as staffing compliance, which is defined as adherence to staffing the pre-determined positions for the three 24-hour units and one 12- hour unit. Regardless of the metric(s) ultimately agreed to, Falck shall adhere fully and be accountable to the City and FFD’s requirements. j. Equality of Care - Provide all services in the Scope of Work without regard to the patient's national origin, ethnicity, color, religion, sexual orientation, gender, age, insurance status, or ability/inability to pay. Any violation of this policy will be deemed a major breach and grounds for immediate contract termination.
Falck Mobile Health Corp. RFP #2324-01 45 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Beginning in 1906, Falck’s founder, Sophus Falck, made it Falck’s mission to respond to any cry for help, without regard to the patient’s national origin, ethnicity, color, religion, sexual orientation or expression, gender, age, insurance status, or ability/inability to pay, a practice that continues today. Falck shall provide all services in the Scope of work without regard to such considerations.
Falck further agrees and accepts that any violation of this policy will be deemed a major breach and grounds for immediate contract termination. Falck’s global commitment to these principles extends beyond patient care to staffing, vendor selection, and every other facet of our business, and is explained in greater detail at https://www.falck.com/about-us/corporate-governance/diversity-and-inclusion/.
Our Global Diversity & Inclusion Policy is publicly available at https://brandportal.falck.com/m/1cd46c91d9c0da2a/original/FLK_Global- Diversity-Inclusion-Policy_2020-20201222.pdf.
k. Continuing Education - Ensure that relevant and frequent education and training courses are offered to assist field personnel in maintaining certification/licensure as defined in California Code of Regulations Title 22, Chapters 2, 4 and 11 and, to the extent possible, shall be built upon observation and findings derived from the Quality Assurance/Continuous Quality Improvement.
Falck conducts quarterly training with all EMTs. We use the Vector/Target Solutions platform to deliver and monitor completion of required training. Falck shall collaborate with FFD to identify areas for improvement through QA/CQI.
Further, Falck is currently the only private ambulance provider participating in OC’s bidirectional data exchange, sharing hospital outcomes with field personnel such as ED or admission diagnosis, lab results, etc. This allows Falck EMTs continuous opportunities for learning and improving their clinical knowledge and performance.
l. Training with FFD - Allow/require Primary Unit personnel to participate in FFD EMS training and skill review.
Falck has a long history of successfully participating with FFD in EMS training and skills review, and shall continue to require its Primary Unit personnel assigned to the City of Fullerton to do so. To date, we have consistently received strong positive feedback on this program from our members assigned to the City of Fullerton.
m. Pilot Programs/Research Projects - Participate in all OCEMS-approved pilot programs or research projects as requested by FFD. Contractor agrees that their participation shall entail no additional cost to the City. Contractor further agrees that services provided under pilot programs or research projects shall be in addition to the other services described herein.
Falck Mobile Health Corp. RFP #2324-01 46 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck agrees to this requirement. Falck has an extensive history of participating in such projects. Recently, Falck organized and operated COVID testing and vaccination sites in cooperation with OCEMS for approximately two years. Falck agrees that services provided to the City of Fullerton under pilot programs or research projects requested by FFD shall entail no cost to the City.
B. Ambulance Services
a. General - Be responsible for all BLS ground ambulance needs within City boundaries. Provide four (4) BLS ambulances staffed with eight (8) EMTs within the City. Three ambulances will be on a 24-hour shift schedule and one ambulance will be on a 12-hour shift schedule from 08:00- 20:00. The ambulances and its crew shall follow the same shift schedule used by the FFD (48/96), work 24-hour and 12-hour shifts, and be housed at Fullerton Fire Station 1, Fullerton Fire Station 3 and Fullerton Fire Station 6 respectively.
Falck agrees with and accepts this requirement, and shall be responsible for providing the ambulances and staffing as stipulated above. In doing so, we will draw on our two decades of proven experience successfully providing and staffing ambulances in the City of Fullerton.
b. Control of Primary Units - The Primary Units shall be monitored, controlled, and dispatched by Metro Cities Fire Authority Communications Center.
Falck agrees with and accepts this provision.
c. Incident Command and Patient Authority - Responsibility for patient care and authority to make assessment, treatment, and/or transport decisions remains with FFD personnel (Firefighter/Paramedics in particular, if on-scene). EMTs will be directed by the Captain/Incident Commander and/or the Firefighter/Paramedics in charge of the patient and/or incident. EMT’s actions shall be in support of, and consistent with FFD efforts. EMTs are expected to respond to the directions of FFD personnel in a positive and affirmative manner.
Falck agrees with and accepts this requirement, which aligns with our current long-standing practices in working alongside FFD personnel. We will continue to meet or exceed this requirement by continuing our highly selective process through which we advance the best-qualified candidates to the joint screening interview with FFD personnel, and by ensuring that expectations are clearly and fully understood.
d. Vehicle Specifications - Primary Units: Provide four (4) ambulances that will be assigned at Fullerton Fire Station 1, Fullerton Fire Station 3 and Fullerton Fire Station 6. These units will be subject to acceptance by the FFD. At no cost to the
Falck Mobile Health Corp. RFP #2324-01 47 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
City, these units shall be red in color and bear the Fullerton Fire Department Emblem. Additionally, this unit shall bear visible markings designating it “Fullerton Ambulance 1”, “Fullerton Ambulance 21”, “Fullerton Ambulance 3” and Fullerton Ambulance 6“as well as “Proudly Serving the City of Fullerton.” These Ambulances will be required to have a Mobile Data Computer (MDC) that seamlessly interfaces with the CAD system used by the FFD. MDC will be provided by the FFD. All costs associated with the installation and maintenance of the MDC will be the sole responsibility of the Contractor.
All of the Primary Units shall be a Type III (modular) ambulance with no more than 100,000 original miles at the beginning of the contract and be equipped with electric gurneys.
Falck agrees with and accepts the foregoing. Falck shall ensure that all of the Primary Units shall be Type III (modular) ambulances with no more than 100,000 original miles at the beginning of the contract and be equipped with Stryker electric gurneys and Power Load systems. Proposed units are:
Unit # Type Planned Assignment Odometer
530 Ford E350 Type III Fullerton 1 87,543
536 Ford E350 Type III Fullerton 3 93,275
537 Ford E350 Type III Fullerton 6 89,370
539 Ford E350 Type III Fullerton 21 96,720
Vehicle Preventive Maintenance Plan
Falck employs its own team of specialty certified fleet mechanics on-site at its headquarters at 1517 W. Braden Ct. in Orange, and shall continue to do so for the duration of this contract. Falck’s Fleet Services Manager shall ensure that Falck continues to meet or exceed all manufacturer schedules for preventive maintenance and provide weekly detailing service for its ambulances assigned to the City of Fullerton.
Falck vehicles and equipment are maintained in top condition throughout their lifespan. Falck subscribes to stringent aircraft maintenance program principles; that is, mechanical failure is anticipated to occur, and parts or vehicles are replaced before actual failure. The maintenance program is conducted utilizing a combination of experienced in-house fleet technicians and external local fleet service providers to achieve the highest standard of reliability for a high- performance ambulance service. Our fleet preventive maintenance program includes appropriately trained and skilled fleet technicians, standardized maintenance practices and an enterprise-wide, automated maintenance program recordkeeping system called Chevin FleetWave (described below), which
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carefully tracks mileage and maintenance activities.
Falck’s Fleet Manager and Fleet Technicians are empowered to use the highest quality parts and subcontracted services for repairs beyond the scope of the standard preventive maintenance program. Falck leadership believes that the fleet care team must have the flexibility to do their job right the first time. Field crews are also empowered to place a vehicle out of service.
Falck’s Preventive Maintenance Program aims to maximize staff efficiency.
When crews begin their shifts, any unnecessary time spent preparing a unit for service is essentially unproductive time. Maintaining response-ready vehicles that require minimal crew preparation time before entering the system proves not only cost-effective, but it also substantially enhances morale. Our fleet team strives to get the field crews quickly into service, so they can focus on their highest priority — patient care.
Vehicle Maintenance Intervals
Falck meets or exceeds CAAS and manufacturer vehicle maintenance standards. Upon delivery of new vehicles, the fleet team inspects each vehicle to ensure purchase specifications were met. This inspection provides the baseline vehicle data used to track repairs and the operating history over the life of each vehicle. Once ambulances are placed into service, the following inspections and preventative maintenance schedules are strictly followed, as described here:
PREVENTIVE MAINTENANCE SCHEDULE
PRE-SHIFT
INSPECTION PERFORMED EVERY SHIFT
Prior to the start of each shift, our ambulances undergo an inspection of fluids and tire pressure and system components, such as emergency lighting, non- emergency lighting and oxygen systems. Each ambulance is inventoried, restocked and undergoes a detailed cleaning and sanitizing. Engine performance, transmission shifting, brake function and overall vehicle ride are checked. Field crews complete an electronic Pre-Shift Vehicle Inspection. If any deficiencies are found, the ambulance is removed from service until corrected.
SCHEDULE A
INSPECTION
7,500 MILE PERFORMANCE
INTERVAL
Every 7,500 miles, the company thoroughly inspects major system components, including disassembly for visualization and diagnostics. Batteries are load tested and oil and filters changed. Brakes are inspected, fluids replaced, and tires rotated and balanced. These frequent, detailed inspections enable us to identify and resolve any potential problems to prevent an in-service failure.
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SCHEDULE B
INSPECTION
30,000 MILE PERFORMANCE
INTERVAL
This service begins with a Schedule A Inspection. Highlights of the Schedule B Inspection include fuel filter replacement where applicable, air cleaner replacement and a complete transmission service.
SCHEDULE C
INSPECTION
60,000 MILE PERFORMANCE
INTERVAL
This service begins with a Schedule A and a Schedule B Inspection. The Schedule C Inspection includes several key activities, including a complete transmission service, cooling system service, rear differential service and a complete engine tune up.
FleetWave Electronic Fleet Documentation System
Falck utilizes the state-of-the-art,
Web-based Chevin FleetWave
application to manage and
automate the complete lifecycle of
all our EMS vehicles and assets
within a single, integrated fleet
management system. The system
streamlines Falck’s vehicle and
asset management processes,
tackles inefficiencies and improves
performance, in addition to
supporting contract and regulatory
compliance. FleetWave is key to
realizing Falck’s commitment to providing continuity of service to patients and partner agencies by ensuring that Falck’s local and global fleet operate in optimal condition, thus mitigating the risk of service disruption.
FleetWave capabilities include:
Repair & Maintenance Module: This module provides a central database for all vehicle maintenance, mileage, repair history and warranty details. The module enables Falck’s fleet personnel to effectively track the repairs, maintenance and servicing of our fleet, ensuring that the company always complies with specified dates for vehicle maintenance. Further, FleetWave’s 24-hour event engine function notifies staff of pending preventative maintenance checks, servicing and registration renewals.
Driver Management Portal: The Drivers Portal is a records database that enables Falck to monitor each registered driver’s training, accident history, risk profile, licenses and other details. Each driver record contains an embedded view
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of any allocated items and their history, such as fuel cards, vehicles and equipment. Drivers are also linked to all their fleet activity, enabling reports on risk management. The module accurately highlights any areas of concern with drivers, so the company can take immediate action and reduce any associated risk.
Convenient Mobile App & Forms: FleetWave Forms is a mobile app that enables us to create mobile forms for any operational task. Using almost any handheld device, the mobile app can be tailored to capture, collect and transmit fleet data, from reports to signatures and even pictures. It bridges the gap between field crews and fleet or management staff.
Methods to Reduce Vehicle Environmental Impact
At the local level, the FleetWave fleet management system offers real-time insight into Falck’s operating efficiency, including the impact that our fleet has on the environment. Factors such as miles-per-gallon performance and carbon emissions are comprehensively monitored, helping us to improve our vehicle and driver performance. The company ensures vehicles are maintained in top condition to reduce emissions and environmental impact to the greatest extent possible.
At the corporate level, Falck’s executive leadership team monitors the sustainability of operations and the company’s environmental impact. With respect to CO2 emissions from fleet options, Falck has set a goal to reduce direct emissions 50% by 2030, using 2021 emissions as the baseline. The company has begun the transition from diesel and gasoline-powered vehicles to electric vehicles and has adopted the use of biofuels. This is an ambitious target, however, since electrification depends upon significant innovation in battery technology, particularly when it comes to ambulances. At this stage, Falck is testing prototypes.
In 2022, Falck slightly reduced our CO2 emissions from 53,194 tons in 2021 to 52,325 tons in 2022, equivalent to a 2% decrease.
Vehicle Failures – A Key Performance Indicator (KPI)
Falck monitors critical vehicle failures as part of the Quality Management Program. These are defined as any mechanical breakdown when a patient is onboard, or any mechanical breakdown while en route to a call that prevents the ambulance from reaching the scene. Any in-service vehicle failure shall be promptly investigated and immediately reported to the Contract Administrator.
Vehicle failures are routinely assessed as a key performance indicator (KPI).
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Failures are measured monthly by the total number of responses divided by the total number of critical vehicle failures. Data are be summarized in a report that is distributed to management and the fleet technicians, Results are also reviewed by the Safety Committee and Quality Management Committee to ensure trends in reliability are promptly identified and addressed, as needed.
e. Primary Units Minimum Required Equipment/ Supplies/ Inventory - • On-board 800 MHz Radio - Each ambulance shall be equipped with one (1) hand-held 800 MHz radio. The radio shall have a frequency load that is compatible with the Metro Cities Fire Authority Communications Center.
Falck currently meets or exceeds this requirement in its operations in the City of Fullerton. Falck shall ensure that each ambulance is equipped with one (1) Motorola hand-held 800 MHz radio with a frequency load that is compatible with Metro Cities Fire Authority Communications Center.
• Automatic Vehicle Locator (AVL) System - Each ambulance shall be equipped with AVL hardware and software/GPS system that interfaces with Metro Cities Fire Authority Communications Center and FFD. An MDC will be provided by the FFD for the Primary Units. Contractor shall be responsible for all costs associated with the installation and maintenance.
Falck’s current AVL in use in its operations in the City of Fullerton meets or exceeds the above requirement. AVL from the Falck CradlePoint modem is fed to MetroNet via Premier GPS. Falck understands and accepts that an MDC will be provided by the FFD for the Primary Units, and that Falck shall be responsible for all costs associated with the installation and maintenance of the MDC.
• Safety Equipment - Contractor shall provide ballistic vests, safety gear (including brush coat, high-visibility vest and helmet) and smartphones for each EMT.
Falck agrees with and shall adhere to this requirement.
Falck Mobile Health Corp. RFP #2324-01 52 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
f. Uniforms - EMTs shall wear uniforms provided
by the Contractor and must be approved by the
FFD.
Falck agrees and accepts this requirement.
Falck uniforms in Orange County have
previously been approved by the FFD, and
consist of a navy uniform shirt with shoulder
patches, badge, and employee name
embroidery; navy uniform pants with optional
cargo pockets, and black uniform boots. Per
Falck uniform policy, all uniforms are to be clean
and unwrinkled, and free of stains, tears, visible
wear, or fading, at all times.
g. Decontamination - The Primary Units shall not have to leave the City to perform decontamination. In extraordinary cases of contamination, exceptions can be made with the approval of the on-duty Battalion Chief.
Falck agrees with this requirement, which aligns with our current practice in Fullerton.
h. Vehicle Maintenance/ Replacement - Whenever the Primary Units must be taken out of service for any reason (including mechanical failure and scheduled preventative maintenance) and for any length of time (temporarily or permanently), ensure that a replacement ambulance is immediately provided that meets the same requirements/specifications. The proposal shall describe the ambulance replacement plan, including the designations (unit number), specifications, and mileage of the planned replacement ambulances.
Falck understands, accepts, and shall comply with this requirement. Proposed backup units are:
Unit # Type Planned Assignment Current Odometer
540 Ford E350 Type III Backup 1 92,333
544 Ford E350 Type III Backup 2 67,742
i. Surge Plan - Contractor shall submit a plan for providing ambulance services in the event of an unexpected surge in demand (“Surge Plan”) to FFD for review and approval. The Surge Plan must identify all resources available to meet the surge in demand and include the written agreement to participate and qualifications of any and all subcontractors and/or mutual aid providers included
Falck Mobile Health Corp. RFP #2324-01 53 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
in the Surge Plan. City shall have no obligation to issue the Notice to Proceed until FFD has approved the Surge Plan. Contractor shall at all times comply with the approved Surge Plan but may from time to time submit proposed amendments to FFD for review and approval.
As the largest EMS provider in Orange and Los Angeles Counties, Falck can draw upon its local fleet and staffing resources in surrounding cities should the city of Fullerton experience a surge in call volume or MCI event. With 70 staffed ambulances daily during peak hours and 116 licensed ambulances in its Orange County Division, Falck’s robust deployment allows for quick reaction and flexibility, without the delay of having to contact neighboring jurisdictions or other agencies (which may or may not have units available).
Falck Mobile Health Corp. RFP #2324-01 54 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
In the event that no ambulances are available for 9-1-1 calls in the City of Fullerton, Falck can deploy unit(s) to the City from surrounding communities, including (in alphabetical order):
Buena Park
Garden Grove
La Habra
La Habra Heights
La Mirada
La Palma
Orange (Falck HQ)
Santa Ana
Stanton
Villa Park
Whittier
We do not intend to rely on these mechanisms to staff normal operations; however, having the flexibility to staff additional units quickly proves critical during unexpected events. Falck maintains effective policies associated with these practices to protect our staff and the 9-1-1 system. These policies will be fine-tuned based on local requirements and the CBA.
The proposed surge capabilities will be provided on an as-needed basis at no additional cost to the City of Fullerton.
Recent Example
Trabuco Canyon (Active Shooter)
• August 23, 2023, at 7:05 p.m.
• Twelve Units requested to staging area.
o 4 units responded from Region E (area of Incident).
o 6 units responded from Region D.
o 2 units responded from Region C.
o 4 Operations Managers Responded.
• 2 Additional units requested at 9:06 p.m.
o 1 unit responded from Region D.
o 1 unit responded from Region C.
During this Mass Casualty incident, Falck was not only able cover the 14 total units responding directly to the incident, but also all other 9-1-1 requests in our Orange County areas of operation. Utilizing System Status Management, ambulances from all contracted areas were deployed to cover the entire system.
Falck was also able to pull from its Los Angeles County Border contracts to support Orange County.
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j. EMT Eligibility and Selection Criteria - Provide up-to-date criteria that will be used to determine who is qualified to become an EMT.
Falck considers the EMT position in Fullerton a prestigious assignment, reserved for EMTs who have proven their dedication to excellent patient care, courteous customer service, professional personal presentation/appearance, teamwork, and positive and affirmative interaction with firefighter/paramedics, firefighters, fire officers, law enforcement, OCEMS representatives, hospital personnel, and Falck management. This requirement applies to the employee’s conduct not only during calls, but to daily life at the fire station or ambulance hub as well. Further, Falck adheres to and actively participates in FFD’s EMT selection process as described in this RFP, and expects to continue doing so.
Falck has no control over who is qualified to become an EMT, as such qualifications fall within the purview of the State of California and Orange County EMS. However, Falck exercises meticulous control over its own selection and hiring process, selecting only the most highly qualified applicants. We carefully screen new employees not merely for minimum qualifications, but with the idea that many of them will go on to become firefighters or firefighter/paramedics in the communities we serve. Their performance in those roles reflects directly on Falck. We are proud of the fact that we have helped hundreds of individuals advance to careers in the Fire Service. In fact, in Fullerton alone, the last two Firefighter of the Year awardees have been former Falck/Care employees.
Per the requirements of the RFP, the EMT Job Description is provided below, with up-to-date criteria listed.
Falck Mobile Health Corp. RFP #2324-01 56 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 57 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Inclusive Recruitment
Falck wants to attract a diverse talent pool and promote an inclusive culture. We therefore strive to integrate diversity and inclusion as part of our recruitment process to ensure that we already
are mindful of including everyone
from the first time a potential
employee becomes acquainted
with our brand, including
throughout the selection and
onboarding period. Additionally,
we believe that through
integrating a diverse mindset in our recruitment process, we can encourage inclusive leadership capabilities across our organization. An example of how we weave diversity into our recruiting is the recruiting commercial (promoted via social media) viewable at https://vimeo.com/705480748.
We conduct outreach in a variety of EMT schools across the region, paying particular attention to schools located in diverse communities. (See following log.)
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Falck recruiters maintain lines of communication with prospective employees throughout the hiring and selection process. Below is a copy of our Hiring Guide, which is provided to all candidates.
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Falck Mobile Health Corp. RFP #2324-01 60 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 61 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
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Falck Mobile Health Corp. RFP #2324-01 63 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
k. Staffing Principles - The process by which EMTs shall be assigned to in-house positions on the four primary ambulances shall be determined by panel interview of FFD representatives. This interview process shall be facilitated by a representative of the Contractor. Upon approval via the interview process, FFD will determine the shift and station assignment of each EMT.
Falck agrees, accepts, adheres to, and actively participates in FFD’s EMT selection process as described in the RFP, and shall continue doing so.
As stated above, Falck considers the EMT position in Fullerton a prestigious assignment, reserved for EMTs who have proven their dedication to excellent patient care, courteous customer service, professional personal presentation/appearance, teamwork, and positive and affirmative interaction with firefighter/paramedics, firefighters, fire officers, law enforcement, OCEMS representatives, hospital personnel, and Falck management. This requirement applies to the employee’s conduct not only during calls, but to daily life at the fire station or ambulance hub as well.
Below is an example of our internal promotion for an open Fullerton EMT assignment. Uniquely, candidates are required to submit a resume and cover letter, and go through an additional interview and selection process prior to qualifying for the FFD panel interview.
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l. Primary Unit Staffing -
Staffing of Primary Units: The FFD will retain the right to remove an EMT, permanently or temporarily, from any of the Primary Units, without delay. All costs associated with this requirement will be borne solely by the Contractor.
Falck agrees and accepts this provision.
Primary Unit Alternates: Any personnel that are utilized as a temporary/alternate EMT on any of the primary Units shall first be selected from the EMTs that are currently assigned to any of the other primary units. Secondary selection from the list of EMTs who have successfully passed the FFD interview process. Tertiary selection from the pool of EMTs with 9-1-1 transport experience. All costs associated with this requirement will be borne solely by the Contractor. The use of an alternate must be approved by the FFD EMS Manager or on-duty Battalion Chief.
Falck agrees and accepts this provision.
m. In-Field Training/Ride-A-Longs - Any and all training and ride-a-longs shall be limited to FFD Primary Unit EMTs only and with advanced notification to EMS Manager or on-duty Battalion Chief.
Falck agrees and accepts this provision.
n. Credentials Tracking and Renewal - Ensure that all EMT credentials including, but not limited to, CA State EMT certification and OCEMS accreditation, are renewed in a timely manner. EMTs with expired/lapsed credentials will be deemed a major breach and grounds for immediate contract termination.
Falck agrees and accepts this requirement. Falck uses the ESO Scheduling software system, which automatically tracks credentials (including CA State EMT certification, OCEMS accreditation, and driver licenses) and only allows personnel with current credentials to be assigned to a shift. o. Cognitive and Psychomotor Proficiency - Provide an education and training system that will be used to ensure that all EMTs employed by Contractor maintain proficiency in all relevant BLS- level clinical skills and knowledge, including all applicable OCEMS protocols.
Falck agrees and accepts this requirement. Falck uses the Vector/Target Solutions software system to provide education and training to all EMTs to ensure proficiency in all relevant BLS-level clinical skills and knowledge, including all applicable OCEMS protocols. Further, Falck provides Skills Verification sessions weekly, which in addition to the above, include state skills
Falck Mobile Health Corp. RFP #2324-01 65 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
verification, naloxone, glucometry, and epinephrine administration. Falck is the only private ambulance company in Orange County to carry naloxone, which our personnel have used to save multiple lives.
p. General Employment Policies -
Criminal Background Check - Comply with CA State EMS Authority and OCEMS criminal history check requirements for all its employees who work in Orange County as EMTs. Contractor shall contact all references given on applications, including but not limited to, any former EMS employers.
Falck agrees and accepts the foregoing. Falck currently does and shall continue to meet or exceed this requirement, using third-party extensive background check, which includes criminal history, and conducts a biweekly pull of DMV records. Thorough reference checks are conducted by Falck’s Talent Acquisition Team prior to hire.
We use First Advantage for both criminal background and DMV records checks. The criminal background check is a 7-year check. If an EMS employer is indicated on the application, First Advantage also verifies such employment. For EMTs in Orange County, First Advantage includes:
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If a positive/flagged result is returned, we refer to the following matrix:
Falck Mobile Health Corp. RFP #2324-01 67 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Physical Fitness Testing & Training - Provide up-to-date physical fitness testing or training used as part of the initial hiring process and/or ongoing health maintenance.
Physical Fitness Testing is completed at our vendors Edinger/ Concentra. In addition to a standard DOT Physical Test, prospective employees undergo the following Lift Test:
(continued on following page)
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Falck Mobile Health Corp. RFP #2324-01 69 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck provides employees with regular reminders and tips for staying healthy, including mental health. An example post from our Blink internal communication system (which is open to all employees, both field and administrative) is below:
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Medical Examination/Health Screening - Provide up-to-date specific process used for pre-employment and/or ongoing screening.
Falck requires pre-employment medical screening via a U.S. Department of Transportation (USDOT) Medical Examination. Exams are conducted by our partners Concentra and Edinger. Details of this examination are provided in the sample report and authorization form below:
SAMPLE
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SAMPLE
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SAMPLE
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OCEMS Protocols - Ensure that all ambulance personnel are sufficiently knowledgeable and proficient in all relevant OCEMS protocols.
Falck agrees and accepts this requirement, and currently adheres to it in all Orange County operations, including Fullerton. New and rehired employees undergo initial familiarization and testing to ensure knowledge and proficiency in all relevant OCEMS protocols via the National Emergency Management Association’s EMS-FTEP™ program, which is described in detail in the RFP item labeled Vehicle and Equipment Familiarity, below. Employees are provided with regular updates and continuing education via a variety of channels and methods and must SAMPLE
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demonstrate continue proficiency. This process is also detailed in the FTEP description below.
Driver History - Require all ambulance driver candidates in its employ to submit a current California Department of Motor Vehicles Driving Record Report as requested by FFD. Utilize the California Department of Motor Vehicles Pull Notice Program for all ambulance personnel in its employ.
Falck’s risk management approach to safe vehicle operation begins with extensive new-hire screening practices to recruit high-caliber personnel.
Falck requires all field-level personnel to possess a valid state driver’s license with all required certifications and to remain compliant with all provisions of the local Vehicle Code. The company performs an extensive background check of all ambulance crew applicants. Falck ensures that applicants have not been convicted of or have pled no contents to any crime involving a stolen vehicle, stolen property, violence, drugs or moral turpitude, fraud, misdemeanor or felony driving under the influence of alcohol or drugs. Throughout employment, Falck utilizes the California Department of Motor Vehicles Pull Notice Program for all ambulance personnel, conducting a biweekly pull.
Driver Training Program - Require all ambulance personnel in its employ to successfully complete an approved emergency ambulance driver training program to ensure that ambulances are operated in a legal and safe manner. The driver training program must be designed to verify driving proficiency upon hire and on an annual basis. The driver training program shall meet or exceed industry standards and ensure that its vehicles are at all times operated in a safe manner.
All Falck Orange County EMTs receive both classroom and hands-on instruction and practice in legal and safe ambulance operation, and are required to verify driving proficiency both upon hire and on an annual basis. Falck shall continue these practices to continue to meet or exceed this requirement.
Falck EVOC/CEVO Training Overview
Falck’s comprehensive in-house emergency vehicle driver program includes the Emergency Vehicle Operator Course National Standard Curriculum and Coaching the Emergency Vehicle Operator courses.
These programs provide comprehensive classroom instruction, competency field training and evaluation for new and existing drivers.
Falck’s program verifies proficiency in concepts associated with emergency vehicle driving, as well as the practical application of that knowledge. The program meets or exceeds performance standards
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established for the ambulance industry by the National Highway Traffic Safety Administration, Department of Transportation (NHTSA DOT), the National Commission on the Accreditation of Ambulance Services (CAAS), and State authorities. The components of the program are described below.
Three-Phased Driver Training Program
The comprehensive driver training program is taught in three phases, incorporating: classroom instruction (Phase 1), practice on a closed-cone course (Phase 2), and a supervised, on-the-road practical experience (Phase 3). Students must complete a minimum of 56 hours of driving instruction; however, this time may be extended if the instructor determines that more experience or training is necessary before the trainee is deemed ready to operate an emergency ambulance safely.
Phase 1 – Classroom Instruction
Phase 1 consists of 8 hours of class instruction and covers the basic components of driving and emergency vehicle operations. The driver trainee learns low-force driving techniques, vehicle dynamics, vehicle code law, due regard and Falck’s policies and procedures related to ambulance operations. Specific topics covered in Phase 1 instruction includes backing, lane changes, intersection and skid control, special awareness, following distances, fatigue recognition, on-scene vehicle placement, daily crew responsibilities and operator liabilities. The classroom session includes case-study reviews of actual emergency vehicle collisions and actions that could have been taken to avoid those collisions. The final component of the classroom experience is a 50- question written exam. Exams are submitted to the National Safety Council for independent grading.
Phase 2 – Closed Cone Course
Upon successful completion of Phase 1, the driver trainee moves to Phase 2, the Closed Cone Course. The Closed Cone Course is conducted under the watchful eyes of Falck’s certified driving instructors. The course consists of 8 hours of practice, where trainees hone their driving skills in a controlled environment. During the cone course, trainees must demonstrate their ability to perform the following actions safely: safely drive their ambulance through a series of obstacles such as diminishing lanes, backing, evasive maneuvers, forward and reverse serpentines, controlled braking and turning movements. Trainees are scored on their control of the vehicle and must achieve 100% accuracy before proceeding to the next phase.
Falck Mobile Health Corp. RFP #2324-01 76 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Phase 3 – Supervised Practical Road Experience
Driver trainees must successfully complete both Phase 1 and Phase 2 of Falck’s driver training program before being assigned to work with a Field Training Officer (FTO) in our behind-the-wheel driving experience. Phase 3 includes 40 hours of supervised practical road experience in which the trainee is paired with an FTO who continues to coach the trainee on an as-needed basis. This behind-the-wheel experience allows trainees to practice their driving skills in the area’s unique driving environment, enhancing their ability to understand local traffic patterns, road and weather conditions and the reaction of other drivers to emergency vehicles.
Driver Training Remediation
Driver performance is continually assessed and monitored to ensure safe driving practices and skills maintenance. While Falck’s Driver Training Program consists of a minimum of 56 hours of instructor-led education, individual remedial training may be extended for those who have difficulty mastering a section of the program. If they are still unsuccessful, they will be removed from the program and returned to operations as an ambulance attendant.
Map Reading Skills
Fast and accurate map reading skills are essential to any timely ambulance response. Onboard mapping/routing will be provided via a mounted cell phone or via a CAD app, should that be an option. While mapping technology is vital to providing fast and routine routing to 9-1-1 calls, the possibility of unexpected failure does exist. As a contingency plan, we spend a great deal of training time dedicated to map reading skills—specifically, navigating to locations using an “old-school” map for each individual jurisdiction. New-hire trainees learn to locate key area landmarks and specific routes to area hospitals on paper maps. They also listen to a training lecture and then participate in several written exercises to verify their mapping skills.
All EMTs must successfully pass the driver training program prior to driving ambulances in the EMS system.
Vehicle and Equipment Familiarity - Ensure that all EMTs who staff any ambulance are thoroughly familiar with all aspects of vehicle operation,
Falck Mobile Health Corp. RFP #2324-01 77 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
and the location and use of all on-board equipment and supplies. This includes all aspects regarding the use of the OCEMS mandated radios.
Falck agrees and accepts this requirement, and currently adheres to it in all Orange County operations, including Fullerton. New and rehired employees undergo initial familiarization and extensive hands-on training and practice operating our ambulances safely and in accordance with all applicable laws and Falck policies, as well as the use of all on-board equipment, supplies, and OCEMS-mandated radios, all exceeding industry standards. Mandatory annual refresher and proficiency verification are conducted as well for all Falck OC EMS personnel. As an industry leader in such training, Falck is proud that Troy Hagen, currently serving as Falck’s Chief Commercial Officer, is one of the two creators of the National EMS Management Association’s Emergency Medical Services Field Training and Evaluation Program (EMS-FTEP™, alternately known as FTEP). FTEP is the “gold standard” for onboarding new employees.
At Falck, FTEP is the framework through which new EMTs and paramedics are trained and evaluated to ensure their readiness to staff ambulances. FTEP training begins once an employee completes Falck’s initial screening and hiring process and has accepted a conditional offer of employment.
FTEP is designed to ensure providers achieve their maximum potential and opportunity for success in their assigned EMS system. The program meets the industry’s highest standards for EMS education by following the National EMS Management Association’s FTEP program guidelines.
FTEP employs an organized structure and rigid training format to ensure all required subjects are covered.
FTEP features several phases and decision points that determine how a trainee progresses. The goal is for the trainee to successfully complete the program and be deemed capable of working independently in the 9-1-1 system. Falck’s experienced trainers use strict evaluation guidelines and unbiased performance metrics to assess trainees' readiness at every phase.
FTEP Phase 0
Before starting the new hire academy, EMT or Paramedic trainees must complete specific prerequisites during Phase 0—the period between their conditional job offer and the start of the FTEP academy. To be eligible to work in the field, new hires must fulfill all federal, state, and local
Falck Mobile Health Corp. RFP #2324-01 78 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
requirements and obtain a state Ambulance Driver's License as a condition of employment.
During Phase 0 of the FTEP academy, trainees also complete Incident Command System training, including ICS 100, ICS 200, IS 700, IS 800 and SEMS. In addition to FEMA courses, trainees will complete all locally required coursework, which varies by EMS system. Proof of completion for all courses and requirements must be submitted on the trainee's first day at the academy.
FTEP Phase 1
During Phase 1, attendees learn the important theoretical and practical skills needed to excel in their job. The training is led by a knowledgeable specialist and supported by a team of Field Training Officers who keep detailed records of each trainee's progress.
The academy provides a comprehensive training approach that integrates classroom instruction, computer skills labs, hands-on training in clinical and operational skills and driver training. Trainees must pass an exit exam to complete Phase 1. If a trainee fails the exam, they may be offered remedial training and the opportunity to retest at the discretion of the training specialist.
The table below provides an overview of the curriculum covered during FTEP Phase 1.
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FTEP Phase 2
Trainees must pass all Phase 1 evaluations to proceed to Phase 2. This phase of the FTEP Academy provides trainees’ first experience in the field. Under the direct supervision of a Field Training Officer (FTO), they ride as the third person on the ambulance crew. This initial two-week phase is intended to train and evaluate the employee, consistent with Falck’s high company standards and all applicable EMS system requirements. While this phase predominantly focuses on training, trainees are evaluated on each shift on the ambulance. Their assigned FTO will ultimately determine if the trainee is ready to proceed to Phase 3,
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if remedial training is required, or if removal from the FTEP academy is appropriate.
FTEP Phase 3
Those who pass Phase 2 proceed to Phase 3 of the FTEP academy. This phase involves new-hire trainees working side-by-side with a different FTO as their partner; there is no third person in the vehicle. While Phase 2 focuses on training with some evaluation, Phase 3 focuses on evaluation with continued training. The trainee’s Phase 3 FTO differs from the Phase 2 FTO by design to provide an additional layer of quality assurance.
The FTO will evaluate their trainee for one week. If the trainee completes the required tasks, the FTO will clear the employee to staff an ambulance as part of an ambulance crew and without a supervising FTO partner. All trainees must complete a standardized FTEP evaluation during this phase to be eligible to staff ambulances.
FTEP Phase 4
Trainees are evaluated after 90 days of working independently in the field using a report card. The evaluation is conducted by the Training Supervisor and Training Manager and is meant to assess the trainee's progress. Based on the review, management decides whether the trainee should be released from the FTEP academy without restriction or if they need a Performance Improvement Plan (PIP) requiring remedial training and further evaluation. Any trainee who is not responsive to training may be terminated from the program, in consultation with Falck’s People & Culture (P&C) Department and the Training Manager.
Trainees who complete all phases of the FTEP program are released to work without restriction. It’s Falck policy that all field employees complete the full FTEP evaluation, without exception.
Ongoing Continuing Education & In-Service Training
FTEP provides a solid foundation for new field employees, but their education continues as a routine aspect of employment. Falck continuously offers a variety of in-house, no-cost training programs, including web-based continuing education (CE) courses and in-service training, to ensure employees maintain their skills and credentials and have the opportunity to grow professionally.
As a standard practice, Falck offers all field personnel ample opportunity, on rotating schedules, to fulfill or exceed all local and state (CE)
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requirements. In addition, the patient care they provide is actively monitored through Falck’s Clinical Continuous Quality Improvement (CQI) program, with special education programs or one-on-one mentoring provided if weaknesses are identified.
An overview of Falck’s continuing education opportunities is delineated below:
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Falck Mobile Health Corp. RFP #2324-01 83 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Training of Primary Units - Ensure all employees regularly assigned to the City of Fullerton participate in orientation training provided by the FFD.
The Contractor shall bear all employee costs associated with this training.
Falck agrees and accepts this requirement, and currently ensures that all employees regularly assigned to Fullerton participate in orientation training provided by the FFD. Falck currently bears all employee costs associated with this training, and shall continue to do so.
Implementation Schedule
As the long-term, incumbent provider serving the City of Fullerton and FFD, Falck uniquely will be ready on Day 1 of the new contract. Implementation tasks are minimal and detailed below:
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[ITEM 5 OMITTED FROM RFP]
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6. FEE SCHEDULE
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Falck understands that the City proposes to award a professional services agreement for Emergency BLS Ambulance Transportation Services. Falck acknowledges that the professional services agreement will be for a three (3) year term with an option to renew for two (2) additional one-year periods. Further, Falck agrees and accepts that the City or the contractor may terminate this agreement without penalty for any reason with no less than 90-day written notification.
Falck agrees with and accepts the following:
1. The Proposer will be compensated in accordance with Section 2.0 and fee schedule as set forth in Exhibit B of the Sample Professional Services Agreement.
2. The Proposer fee schedule shall remain in effect during the first 12 months of the term.
3. Any proposed requests to change the adopted rates annually shall not exceed the relevant Consumer Price Index for the preceding 12-month period.
4. All fee rates/schedules and future year fee adjustments are subject to cost negotiation with the City.
5. Other direct costs, intended to be charged to the City, need to be stated.
6. No mark-ups will be allowed for other direct costs.
Falck’s proposed fees are:
A breakdown is provided on the following page.
Falck shall provide surge coverage at no cost to the City of Fullerton (see Section 2.2 (B)(h) of the Scope of Work/Scope of Services response, Surge Plan).
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REQUIRED FORMS & APPENDIX
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ATTACHMENT A: NON-COLLUSION AFFIDAVIT
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ATTACHMENT B: SPECIAL PROVISIONS
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ATTACHMENT C: EXCEPTIONS
√
Falck Mobile Health Corp. RFP #2324-01 92 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
APPENDIX 1: ACCEPTANCE OF INSURANCE REQUIREMENTS
Falck agrees with, accepts, and shall comply with the insurance requirements in the RFP Section 3.6, including Subsections 3.6.1 (Minimum Scope and Limits of Insurance), Paragraphs (a) through (e) and 3.6.2 (Other Insurance Provisions), Paragraphs (a) through (f); 3.6.3 (Acceptability of Insurers); and 3.6.4 (Verification of Coverage).
Insurance documents are not specifically required by the RFP at this point, but are included for convenience.
Falck Mobile Health Corp. RFP #2324-01 93 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton
Falck Mobile Health Corp. RFP #2324-01 94 Proposal to Provide Emergency Basic Life Support Ambulance Services To the City of Fullerton