(a) A CNA shall meet performance standards in carrying
out the terms and conditions of the contract.
(b) Operating pursuant to statute and rules, a CNA
must manage and coordinate the day-to-day operation of the state use
program including, but not limited to, the following activities:
(1) Increase employment opportunities for individuals
with disabilities, including employment paying minimum wage or higher,
by promoting the development of person-centered planning, which documents
employment goals, employment counseling, and placement services provided
by CRPs;
(2) Increase employment opportunities, including those
paying minimum wage or higher, for individuals with disabilities by
researching new products, services, and markets; improving existing
products and services; and reporting to the Agency on a quarterly
basis the status of these activities;
(3) Work with CRPs to develop employment opportunities;
(4) Provide superior customer relations by monitoring
customer satisfaction with products and services, responding to customer
complaints within one business day or less, and reporting to the Agency
on a quarterly basis the level of consumer satisfaction for each CRP,
based on complaints as to products or services provided, with a goal
of incurring no more than five complaints per year that have not been
resolved to customer satisfaction;
(5) Provide quarterly regional information workshops
to promote the state use program throughout the year and across the
state;
(6) Provide training programs to CRPs on the requirements
to participate in the state use program, governmental contracting,
and procurement procedures and laws;
(7) Resolve contract issues and/or problems as they
arise between the CRPs, the CNA, and/or customers, referring those
that cannot be resolved to the Agency and submitting quarterly status
reports on issues and referrals;
(8) Provide an annual report that includes the CNA's
audited financial statements, an updated strategic plan, and an updated
projected schedule of expenses that details how the management fee
is being allocated to directly support the state use program and what
amount of funds are being devoted to expanding direct services to
programs that enhance the lives of individuals with disabilities and
what percentage of funds will be used for administrative overhead,
such as salaries;
(9) Demonstrate compliance with state and federal tax
laws and payroll laws by submitting quarterly reports of sales and
taxes paid to the Texas Comptroller of Public Accounts and the Internal
Revenue Service (IRS);
(10) Maintain a system in accordance with generally
accepted accounting principles that will record information related
to purchase orders, invoices, and payments to each CRP to facilitate
the preparation and submission of the annual report;
(11) Create a database of state agency and political
subdivision purchases to promote sales of state use program products
and services;
(12) Conduct business ethically and submit detailed
reports on a quarterly basis of any conflicts between the CRPs and
the CNA;
(13) Create and maintain automated tracking and monitoring
of product/service sales and submit quarterly reports to the Agency
regarding delivery turnaround times and contract performance for each
CRP;
(14) Respond to inquiries about individual sales and/or
total sales within five business days or sooner and submit quarterly
reports regarding the number of inquiries and average response time
in conjunction with the report described in paragraph (12) of this
subsection;
(15) Maintain knowledge of governmental contracting
and procurement processes and laws;
(16) Provide general administration of the state use
program with performance criteria and timely submission of reports
required by these rules;
(17) Monitor CRP compliance and promptly report violations
to the Agency, offering assistance as needed to achieve compliance;
and
(18) Maintain and dispose of records in accordance
with the laws and directives set forth by the Agency and submit any
or all records requested within three weeks of the request. Disclosure
to the public of any and all CNA records shall be subject to the Public
Information Act.
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