Request For Proposals (RFP) Client Services Policy Manual

Request For Proposals (RFP) Client Services Policy Manual

Tender Information
Author pmnationtalk
Deadline Open
Channel 1208
Category 772
Name Tungasuvvingat Inuit
Type RFP
Sector Public Sector
Mess Request For Proposals (RFP) Client Services Policy Manual
User @NationTalk
Score 30
All 1
12477688 1
Category Miscellaneous
Client Tungasuvvingat Inuit

Client Services Policy Manual


Tungasuvvingat Inuit (TI) is a not-for-profit Inuit-specific service provider that offers a continuum of community-based programs, services and supports for Inuit of all ages living in Ontario. TI’s mission is to provide Inuit-specific programs that contribute to the health and wellbeing of Inuit and to encourage and support similar programs for Inuit across the country. TI is the only Inuit-specific service organization of its kind in urban Canada offering support through the entire life cycle.

Anchored in Inuit Qaujimajatuqangit, our respect for Inuit culture, language and diversity encourages us to ensure that our programs and services are guided by our traditional principles in strengthening the potential of Inuit individuals, families and communities.


TI invites qualified individuals and organizations to submit proposals for consulting services related to the creation of a new Client Services Policy Manual that reflects the changing environment within which TI staff operate.

TI is seeking proposals from vendors with expertise in social/health/community services operational policy and procedures development in particular. The successful proponent will undertake an organization needs assessment/gap analysis and develop a comprehensive policy manual that includes updated policies and procedures related to the provision of frontline services to the Inuit community in Ontario.

Background Information

TI offers over 25 frontline programs which are delivered across five sites in Ottawa and Toronto. TI’s programs and services are rapidly expanding to respond to the increasing numbers of Inuit relocating to Ontario. TI’s frontline programs include:

  • Cultural programming
  • Homelessness prevention and housing support services
  • Training and employment services
  • Counselling and healing circles
  • Mental health and addictions treatment
  • Restorative justice program and Gladue services
  • Service navigation
  • Health promotion
  • Food security
  • Pre-/post-natal supports and early years programs
  • Family wellbeing programs
  • Youth services
  • Anti-human trafficking and support for victims of sexual exploitation

TI has identified an urgent need to update its operational policies and procedures for service delivery to reflect changes in the operating environment (e.g. COVID-19 and enhanced health and safety requirements, shift to new communication technologies such as social media) as well as organizational changes in response to the growing Inuit population in Ontario (e.g. creation of satellite sites across Ontario, and expansion of services into new areas governed by specific policies/legislation/regulations such as child welfare, mental health and addictions).

Proposal Submission Instructions and Requirements

Submission Instructions

Proposals must be submitted by electronic mail in MS Word or PDF format to Amanda Kilabuk, Executive Director, at [email protected]. Please include the term “Client Services Policy Manual” in the subject line of the email.

The deadline for proposals is 5:00pm EST on Monday January 4, 2021.

All proposals submitted prior to the deadline will be acknowledged. All proponents will be notified about the status of their application, whether rejected, successful or unsuccessful.


All submissions should include the following content:

  • Cover Letter
  • Proposal Summary
  • Organization Profile (if applicable)
  • Relevant Skills, Experience and Qualifications
  • Work Plan
  • Detailed Project Budget and Fees – to include hourly or per diem rates for all personnel, and a detailed estimate of other project expenses inclusive of all applicable taxes.
  • Samples of work or references (optional)

Please note that any travel costs must fall within the rates outlined in the travel directive of the National Joint Council:

Project Requirements

The successful proponent will produce a Client Services Policy Manual that sets out updated requirements and clear policies for the service functions of TI, focusing on  the safe delivery of service to clients across multiple service delivery channels (in-person, virtual, text/telephone/ email), compliance with legislation and regulations, maintaining client privacy and confidentiality, identifying and addressing gender-based violence, and other areas identified through an organizational needs assessment.

The successful proponent will be responsible for the following deliverables:

Deliverable Description
Document Review
  • Review of existing documentation at TI
Engagement with Executive and Programs
  • Interviews with Executive Director, Directors and Program Managers to understand existing policies and to identify gaps and needs
Best Practice Research
  • Literature review and environmental scan to identify best practice in similar organizations
Gap Analysis and Recommendations
  • Identification of policy needs/gaps
  • Recommendations to Executive regarding additional policies and policy changes
  • Produce a table of contents listing all policies required
First Draft of Policy Manual
  • Complete a first draft of the Policy Manual that sets out existing/new/changed policies and high-level procedures which can be applied across all programs
Validation of First Draft / Amendments
  • Present first draft to Directors and Program Managers for review and feedback
  • Make amendments based on feedback
Second Validation / Amendments
  • Present second draft to Directors and Program Managers for review and feedback
  • Make any further adjustments
Final Draft of Policy Manual
  • Present a final draft of the Policy Manual to Executive for review by Legal Services

Project deliverables should be completed no later than March 31, 2021.

The selected provider may sub-contract any of the above deliverables to a third party but retains overall responsibility for the performance and completion of the task and any associated outputs.

Service Provider Requirements

The ideal proponent will have a broad range of skills, abilities and experience as described below:

  • Work experience relating to the design and development of operational policies and procedures
  • Work experience in a not-for-profit community-based organization or experience working with the community not-for-profit sector
  • Experience in program delivery in social services, health services and/or community services
  • Knowledge of relevant legislation and regulations, and ability to interpret and apply these in an operational context
  • Experience conducting stakeholder consultations and engagement
  • Experience working with diverse corporate teams and stakeholders
  • Excellent writing and language skills relating to the articulation of clear and concise policies and procedures
  • Critical thinking and researching skills
  • Communicate effectively in both oral and written English
  • Strong interpersonal skills, able to build consensus and resolve conflict
  • Facilitation skills
  • Excellent working knowledge of MS Word
  • Previous experience working with Inuit organizations or communities is an asset

Evaluation Criteria

All proposals will be reviewed by a team of a minimum of three members comprising representation from across the organization.

The following considerations will be used in evaluating the proposals:

Criteria Weight
1. Relevant education and technical abilities

a)     Academic qualifications and achievements
b)     Professional accreditations and certifications

2. Work experience:

a) Relating to the design and development of operational policies and procedures
b) Relating to the community not-for-profit sector
c) Relating to program delivery in social services, health services, and/or community services
d) Working with diverse corporate teams and stakeholders
e) Relating to stakeholder consultation and engagement
f) Relating to Inuit organizations or communities

3. Relevant skills relating to:

a) Writing
b) Facilitation
c) Research
d) Microsoft Word

4. Workplan: proponent demonstrates an ability to meet project deliverables within required timelines 20%
5. Cost: hourly price for individuals providing the services 20%

Other Provisions


Proposals will be used solely for the purpose of selecting the contractor and will be treated by Tungasuvvingat Inuit as confidential information.

Payment Schedule

The contractor’s proposed allocations of time and costs are to be clearly set out in the proposal.

A suggested payment schedule is set out below. Some flexibility in the payment schedule is possible and alternative payment proportions may be considered upon the request of the contractor.

  • a 25% advance will be paid at the beginning of the project
  • a 25% instalment will be paid on completion of the table of contents
  • a 25% instalment will be paid on the delivery of the first draft of the Client Services Policy Manual
  • a 25% final payment will be paid on the completion of the final draft of the Client Services Policy Manual

The Rights of TI

Tungasuvvingat Inuit reserves the right to:

  1. reject any or all proposals received in response to this Request for Proposals;
  2. enter into negotiation with one or more bidders on any or all aspects of their respective proposals;
  3. accept any proposal in whole, or in part;
  4. cancel and/or re-issue the modified version of a given RFP requirement at any time;
  5. award one or more contracts;
  6. verify all information provided with respect to a given RFP requirement, including the right to request a confirmation of the bidder’s legal status and signed documentation; and
  7. award contracts without competition for follow-up work, if any, to the selected bidder for a given project

TI retains proprietary rights over any and all materials developed as a result of the contract.

Questions and Requests for Clarification

Any questions and correspondence about this request for proposals may be submitted to:

Amanda Kilabuk
Executive Director, Tungasuvvingat Inuit
Tel: 613-282-2645 | Email: [email protected]
1071 Richmond Road, Ottawa ON K2B 6R2

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