Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal

COPY Okaloosa County, Florida Collection Agency Services for EMS RFP # EMS 63-14 due August 1, 2014 800.800.3328 Penn Credit considers certain content in this proposal to be confidential and classified as a trade secret according to Florida Statute Chapter 812.081 and requests that this information be withheld from public inspection in accordance with Florida Statute 815.045. We have accordingly marked several pages of this response as “Confidential.” Respectfully submitted to: Okaloosa County Purchasing Department 602-C North Pearl St Crestview, FL 32536 July 30, 2014 Okaloosa County Purchasing Department 602-C North Pearl Street Crestview, FL 32536 Ladies and Gentlemen, Thank you for allowing Penn Credit to demonstrate our experience and understanding of Okaloosa County’s debt recovery needs. Penn Credit has reviewed the County’s specifications, and will comply with all requirements, terms, and conditions outlined in the RFP and its scope of work. Penn Credit is a leading provider of collection services to government entities nationwide. Our relevant experience as pertains to this solicitation includes the cities of Miami, FL and Pittsburgh, PA; as well as Orange County Fire Rescue, Osceola County Fire Rescue & EMS, and Gwinnett County EMS. Penn Credit currently collects debt for the Okaloosa County Clerk of Courts and has since 2012. Our successful relationships have been built over the years by remaining focused on the needs of our clients and promoting a positive approach when dealing with consumers. Penn Credit maintains membership in ACA International, is PCI-DSS compliant, is SSAE16 SOC1 Type Il audited, and maintains an A+ rating with the Better Business Bureau. |, Thomas F. Foley, Jr, Chief Operating Officer of Penn Credit, am authorized to legally bind Penn Credit and | am designating Rhett Donagher, Manager of Sales and Marketing, as the primary contact for this proposal. He can be reached by mail at 916 S. 14th Street, Harrisburg PA 17104; by email at Rhett.Donagher@penncredit.com; or by phone at (561) 371-2937. omas F. Foley, Jr. Chief Operating Officer Okaloosa County EMS RFP # EMS 63-14 Page -1 Service ° integrity ® Results ~ EXECUTIVE SUMMARY Established in 1987, Penn Credit is a collection industry leader, dedicated to recovering debts in both the public and private sector. Under the leadership of Donald C. Donagher, Jr. (CEO) and Richard S. Templin (President), Penn Credit has experienced consistent growth since its inception and has developed into one of the leading government collection vendors in the United States. Penn Credit specializes in debt collection solutions; and we pride ourselves on our efficient collection methods while maintaining a professional presence. As a national organization, we utilize industry specific strategies and services, within the limits set forth by state, federal and the business rules of our clients, to deliver results that improve our clients’ bottom line through accelerated cash flow, resolving cases, reducing bad debt expense and write-offs, as well as improving consumer service. Our ultimate success is attributed to the use of technology to improve the collection process and a strong commitment to service and client relations. Our proposed collection plan for the County includes the use of strategic letters and phone calls, our seasoned collection staff (including bilingual collectors), and our proprietary “waterfall” skip tracing methods. Penn Credit’s highly trained collection staff, qualified and experienced managers, and outstanding !T department will all work in concert to provide the County with the highest yield returns, and we are prepared to work with the County in our ongoing effort to enhance the quality of our results and service. Penn Credit is currently interfaced with several EMS billing vendors - including Intermedix - for our Florida clients. Penn Credit offers these key advantages * More than 27 years experience collecting government and healthcare debt * Smooth transition of accounts via proven implementation processes * Experience interfacing directly with our client or EMS billing vendor ¢ Established corporate structure ensures effective communications between Penn Credit and the County ¢ Strict compliance with state and federal collection laws Okaloosa County EMS RFP # EMS 63-14 Page -2 Service * integrity * Results Ambulance Collections Our relevant experience as pertains to unpaid EMS/Ambulance billing in Florida includes collections for Osceola County EMS, Delray Beach EMS, Flagler County Fire Rescue, Orange County Fire Rescue; as well as the Cities of Miami, West Palm Beach, and Boca Raton. We receive placement data from several EMS billing companies including Intermedix-ADP1. Since 1995, we have been providing collection services for Florida clients similar in nature and scope to Bay County and now have more than 50 government clients in the state. We also maintain satellite call centers in State College (PA) and Mt. Laurel (NJ), as well as sales and client service staff in Pittsburgh (PA), Palm Beach Gardens (FL), Dallas (TX), and Phoenix (AZ). Management Plan Penn Credit will focus on the current and future needs and requirements of the County. We will customize a flexible work plan that will help us exceed County-specific objectives and goals. Penn Credit is a leader in the collection industry due to developing collection strategies for each individual client as follows: ¢ Developing a strategic collection policy to meet the County’s goals e Reviewing and understanding the County’s policies and procedures e Validating contract work expectations for state and federal compliance * Evaluating trends and growth opportunities * Accommodating future County requirements To provide the best results for our clients, Penn Credit will utilize our expert resources. Our management team has helped develop and plan our collection strategies and training programs. Penn Credit will ensure your satisfaction as a client; and our cutting edge, in-house technology program will provide secure, safe access to customized reports and programs designed specifically for your use. Through active participation with industry organizations, Penn Credit remains at the forefront of providing the latest collection products, technologies and customer support tools. Our successful relationships have been built over the years by remaining focused on the needs of our clients. Penn Credit maintains membership in ACA International, is PCI-DSS Compliant, is SSAE16 SOC1 Type Il audited, and maintains an A+ rating with the Better Business Bureau. Okaloosa County EMS RFP # EMS 63-14 Page -3 Service ¢ Integrity * Results Account Capacity We have extensive experience accepting large referrals of older accounts from government clients who previously used another collection agency (secondary, tertiary referrals), or have never used a collection agency. Penn Credit has the capacity and processes in place to handle accounts placed by the County including any backlog of accounts the County may place with Penn Credit from a current vendor. With our existing infrastructure, we can add 40 collectors to our staff immediately. Additionally, we are able to quickly increase operating capacity by 30% in our Harrisburg office and our new contact center in Phoenix, AZ, which will be staffed with 20 agents and will augment Penn Credit’s ability to interact with Spanish-speaking consumers. Our dialing systems generate an average of 500,000 attempts per day utilizing 500 phone lines. On average our staff receives 3,000 inbound calls and completes contact on 15,000- 25,000 outbound calls per day. We will adjust staff accordingly to meet the needs of the County at any time during the contract. HIPAA Compliance Penn Credit is fully HIPAA compliant. All protected health information is in secure locations. Our process of sending and receiving protected information is encrypted. All staff members are fully trained in HIPAA laws and compliance. All staff members are trained on the Statute and how it applies to our operations and the protocols of disclosing protected information. All new employees are fully trained on the HIPAA laws and what can be disclosed to the patient/guarantor. Yearly training, our policy regarding HIPAA, and HIPAA training material are provided to the entire staff. Each employee must sign an acknowledgment statement of HIPAA understanding. All emails and data transmission are encrypted. All protected documents are locked in secure cabinets, while discarded documents are shredded on-site. Strong emphasis is placed on third party disclosure and data security when sending documentation between our office and clients (e.g.. using secure email to send a spreadsheet with PHI). Okaloosa County EMS RFP # EMS 63-14 Page - 4 PennGredait Service ° Integrity « Results What sets Penn Credit Apart from our Competitors: ¢ Professional collection staff trained in government/healthcare debt collections * Long term collection relationships with our continued clients ¢ Collections and IT systems developed and maintained in-house * Multiple government clients in the panhandle, including the Clerks of Court of Okaloosa, Santa Rosa, Bay, and Wakulla Counties. ¢ Hands-on leadership participating in regular strategy reviews * Regular meetings to evaluate: ¢ Trends ¢ Collection results ¢ Program improvement based on joint review efforts and solutions e Uninterrupted, seamless transfer of business ¢ Call analytics through CallMiner Florida Account Executive Penn Credit’s Florida-based representative, Phil Mennell will be available to meet with the County in person, during the start-up phase, to coordinate interfacing and transferring data files between Penn Credit and the County. Phil Mennell will continue to be the local representative to the County through the life of Penn Credit’s contract. Florida Licensing Please see Penn Credit’s Florida certificates on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page -5 Penn Service ¢ Integrity « Results Florida Office of Financial Regulation Page 1 of 1 FLORIDA OFFICE of F uy tart, Efficient’and Effective Regulatio Home About OFR Apply fora License Verifya license Filea Complaint News Research Resources License Search Results Detail License Namet PENN CREDIT CORPORATION DRA Name: License Type: ‘Constmor Collection Agency Status: Approved Status Effective Date: 14/22/2013 Orlyinal Bate of License: 3/14/1995, License Number: GGA0s00232 License Expiration Date: 12/31/2014 License Main Address: Street: 9168 148T City: HARRISBURG State: Zz Zip Code: License Maillng Address: Street: 9165 14ST city: HARRISBURG State: wz 2ip Cadar Phone Number: Search for Final Orders New Search | | Relum to Search Results Accessibilty Contact Us (850) 487-9687 Site Map https://real. flofr.com/ConsumerServices/SearchLicensingRecords/SearchDetail.aspx?licNu... 1/22/2014 Okaloosa County EMS RFP # EMS 63-14 Page -6 Service ¢ Integrity ° Results State of Florida Department of State I certify from the records of this office that PENN/CENTRAL CORPORATION is a Pennsylvania corporation authorized to transact business in the State of Florida, qualified on May 27, 1999. The document number of this corporation is F99000002722, I further certify that said corporation has paid all fees due this office through December 31, 2013, that its most recent annual report/uniform business report was filed on January 11, 2013, and its status is active. I further certify that said corporation has not filed a Certificate of Withdrawal. Given under my hand and the Great Seal af the State af Florida at Tallahassee, the Capital, this is the Eleventh day of January, 2013 Cen, Dereon Secretary of State Authentication ID: CC8663334395 To authenticate this certificate,visit the following site,enter this ID, and then follow the instructions displayed. hitps://efile.sunbiz.erg/certauthver.html Okaloosa County EMS RFP # EMS 63-14 Page -7 PennGr Service ¢ integrity * Results Compliance with Laws and Regulations The debt recovery industry is covered by a multitude of laws and regulations. Penn Credit understands the importance of staying abreast of and complying with all applicable federal, state, and local laws and regulations. We are keenly aware that our debt recovery practices directly reflect on our clients; therefore, collectors are required to adhere to strict ethical and professional standards. We believe that the collection staff must understand what is expected of them, maintain high quality in their work, and give our clients the best collection effort possible. It is the responsibility of management to give the collection staff the proper tools, training and follow up to assure their success. Our management staff is very active in the daily routine of its collection staff and monitors their performance through group and individual training sessions, verbal quality audits through voice recording/monitoring technology, and work standard audits; compliance is assured through regular monitoring of all collectors and immediate follow up on any complaints or disputes. Penn Credit adheres to the following: Prior to commencing work for Penn Credit, each collector must learn and understand the requirements as outlined in the Fair Debt Collection Practices Act and all other applicable regulations; an acknowledgment of the collector’s understanding of requirements must be completed and signed by the collector prior to commencing collection efforts. Further, Penn Credit is a strong supporter of ACA International's policies and educational programs. We have adopted their Code of Ethics and Code of Operations, and a link on our website leads to their popular public awareness and assistance tool, Ask Doctor Debt. This application allows consumers to obtain facts regarding collection laws and debtor rights; there is also an FAQ in which consumers may submit questions and view past responses. Okaloosa County EMS RFP # EMS 63-14 Page -8 Service ¢ Integrity * Results QUALIFICATIONS OF STAFF Penn Credit’s Executive, Senior and Mid-Management team members possess a unique blend of private, public, and non-profit sector leadership and experience. They represent those who built the initial foundation of our company, those that have helped us become such a strong presence in the collections industry today and, perhaps most importantly — our future. Over the years our clients have come to greatly respect and appreciate this diversity of experience as it is applied to their specific needs, challenges, and opportunities. The management team will include: ¢ Donald Donagher, Jr., CEO ® Richard Templin, President ¢ David Latshaw, Executive Vice President, SPHR, CPCC ® Thomas Foley, Jr., Cheif Operating Officer ¢ Thomas Perrotta, Vice President of Collections ¢ Donald Burkhart, Vice President of Information Technology ¢ Philip Mennell, Florida-based Account Executive Donald Donagher, Jr., Chief Executive Officer Mr. Donagher is a tremendously successful self-made entrepreneur who has been an active leader in all facets of the collection industry for more than 30 years. He is a member of ACA International’s “Committee of 100”, whose membership is comprised of the leaders of the top 50 collection agencies in the United States. Mr. Donagher has been the recipient of the Beacon Award from ACA International, and received the prestigious Dr. Martin Luther King Community Leader Award from the City of Harrisburg (Pennsylvania). Most recently, he received the 2012 Harry Strausser Jr. ACPAC Ambassador Award from ACA International. In addition to proudly serving his country and receiving an honorable discharge from the U.S. Army, Mr. Donagher has received recognition countless times for his many entrepreneurial accomplishments and service as a Board member by Pennsylvania’s Capital Regional Chamber of Commerce. In his role as Chief Executive Officer, Mr. Donagher is responsible for establishing the strategic vision for Penn Credit and ensuring the company retains its strong leadership position in the collections industry. Responsibilities * Executive Liaison for the County * Authorized to bind agency contractually and make executive decisions related to contractual obligations Okaloosa County EMS RFP # EMS 63-14 Page -9 Service ¢ Integrity * Results Richard Templin, President Mr. Templin possesses more than 30 years of hands-on receivables management experience. In his distinguished career, Mr. Templin has served as the Director of Central Services for the City of Harrisburg, Pennsylvania and Customer Accounts Manager for Harrisburg Hospital. He has also served on the local and national Board of AAHAM for 10 years and was instrumental in helping develop the Healthcare Certification Program for ACA International (ACA). In his role as President, Mr. Templin is responsible for all facets of business development and ensuring the highest possible level of responsiveness and service to Penn Credit’s numerous client partners. Responsibilities * Oversees the senior contract manager ensuring that all contract requirements are met and maintained * Executive liaison for the County ® Authorized to bind agency contractually and make executive decisions related to contractual obligations David Latshaw, Executive Vice-President, SPHR, CPCC Mr. Latshaw brings an impressive portfolio of business and governmental executive management experience that is vital to Penn Credit’s commitment to excellence and the maintenance of its competitive edge in the ever-changing collection industry landscape. Mr. Latshaw has served more than 25 years as both a City Manager and President of his own nationwide executive coaching and performance Management Company. He has served senior public management roles with the cities of Harrisburg, PA., Anaheim and Long Beach (CA), Staunton (VA), and Lower Merion (PA); in addition he has served on the Board of Directors of the YMCA & Big Brothers and Sisters Inc of Berks County, PA., Solid Waste Authority of Montgomery County, PA, and the Juvenile Detention, Social Services, Community Services, Parks & Recreation and Transportation Authority Board of Directors of Augusta County, VA. Mr. Latshaw attained his B.A. in Political Science from the University of California at Berkeley and a Masters Degree in Governmental Administration from the Fels School of Government of the University of Pennsylvania. In his role as Executive Vice-President, Mr. Latshaw is responsible for executive/senior management liaison and all aspects of Penn Credit’s performance management, talent recruitment and development, corporate strategy and business development, and strategic initiative planning and execution. Okaloosa County EMS RFP # EMS 63-14 Page - 10 Service ° Integrity * Results Thomas Foley, Jr., Chief Operating Officer Mr. Foley has had a truly unique experience in his more than 25 years in the collection industry. He began his career with Penn Credit as an intern and successfully assumed a number of increasingly responsible positions that prepared him well for his present role as Chief Operations Officer. Over the course of his career Mr. Foley has gained extensive background and experience in managing a wide-variety of government portfolios. Mr. Foley is responsible for planning, prioritizing, organizing, coordinating, directing, and facilitating the day-to-day operational activities of Penn Credit’s line operating departments and the actual attainment of all established business, collection, and profitability goals. Responsibilities ¢ Analyzes and implements any unique requirements needed to ensure the success of the project and contractual compliance ° Oversees the process of implementation * Responsible for any and all emergency operations (contingency planning, alternate site operations, disaster recovery, etc) as required ¢ Authorized to bind agency contractually and make executive decisions related to contractual obligations Thomas Perrotta, Vice-President of Collections Mr. Perrotta has more than 25 years of debt collection industry experience. In 1995, he joined Penn Credit as our Collections Manager and later was promoted to his current position as Vice-President of Collections. He is a graduate of St. Joseph’s University located in Philadelphia, Pennsylvania where he received his B.S. degree in Business Management. Tom has earned the following ACA certifications: Certified Collection Compliance Officer (CCCO), Train the Trainer, ACA Scholar and Fellow. Mr. Perrotta is directly involved with the collection process for our clients and is responsible for maximizing collections under each contract. Responsibilities e Hiring and training call center staff ¢ Assures legal compliance of collection law at both federal and state levels ¢ Establishes and monitors work guidelines for collection staff e Establishes and monitors client guidelines ¢ Handles all client audits (on- and off-site) * Responsible for overall performance of the collection department Okaloosa County EMS RFP # EMS 63-14 Page -11 Penn’ Service ¢ Integrity * Results Donald Burkhart, Vice-President of Information Technology Mr. Burkhart has been associated with the collections industry for more than 20 years. He began his career with Penn Credit as a Computer Programmer where his primary focus was on the development of customized collections software. The dimensions of his position and corresponding responsibilities increasingly grew as technology advanced and the demands of the collections industry grew. Don currently holds the position of Vice President of Information Technology. In this capacity his responsibilities include managing the IT Department; advanced programming; network administration; web design; operational analysis; special projects; technical assistance to sales and client relations; and advisor to executive management on systems and technology integration and advancement. Responsibilities * Ensures that communication and transfer of information between clients and Penn Credit remains accurate and timely * Performs modifications to existing Penn Credit technology promoting advancement of software and hardware capability * Develops customized software to suit the needs of each client Philip Mennell, Account Executive Penn Credit’s Florida-based representative, Phil Mennell will be available to meet with County, in person, during the start-up phase, to coordinate interfacing and transferring data files between Penn Credit and the County. Phil Mennell will continue to be the local representative to the County through the life of Penn Credit’s contract with the County. Mr. Mennell is an active participant with various healthcare organizations. He is a board member and acts as the vendor liaison with the Florida Sunshine Chapter of AAHAM (formerly South Florida/Greater Buccaneer) and participates with Florida HFMA. Responsibilities ¢ Facilitates implementation including conference calls and on-site meetings © Organizes proper set up of the County in Penn Credit’s system * Reviews performance with collection team to ensure County’s performance standards are met « Ensures that the lines of communication are open between the County and Penn Credit, providing responsive and effective customer service Okaloosa County EMS RFP # EMS 63-14 Page -12 Service ° Integrity * Results Client Relations Penn Credit has experienced great success by adapting a proactive mindset to our client relations approach. Representatives from our Client Relations Department assist our clients with requests and inquiries while availing clients with access to regular dialogues regarding the quality of service they receive from Penn Credit. Support Client representatives serve as the primary point of contact for daily inquiries concerning accounts and collection activity. These individuals have a comprehensive, company-wide understanding of Penn Credit’s procedures and processes. This knowledge enables them to quickly and appropriately respond to inquiries. In addition to each representative's role as a primary contact for daily inquiries, they also work closely with the contract manager to ensure that client requests are promptly addressed and all follow-up actions are completed as required. Client representatives are responsible for: * Processing administrative resolutions ¢ Collection support activities Communications Penn Credit avails our clients to regular meetings with Penn Credit’s Executive Managers and senior staff, either on-site at client facilities or at Penn Credit facilities; collections and customer support personnel are also available to client representatives via regular conference calls. Additionally, Penn Credit’s executive and senior management staff—along with collections and IT support personnel and customized reporting—is available to serve our clients with portfolio management. To ensure the best efforts possible, the management team is committed to maximum training and continued educational efforts for our staff. Penn Credit maintains a management to collector ratio of 1:10. Collection management consists of the Vice President of Collections, collection managers, collection supervisors, a trainer, and an auditor. Further, Penn Credit provides its collection staff with the most up-to-date technology available. Each collector has a workstation that is fully self-sufficient and has access to electronic skip tracing tools as needed. Okaloosa County EMS RFP # EMS 63-14 Page - 13 PennGr Service ¢ Integrity * Results To provide the best results for our clients, Penn Credit will utilize all the resources of our expertise. Our management team has been essential in developing and planning our collection strategies and training programs. Our cutting edge, in-house technology program will provide secure, safe access to customized reports and programs designed specifically by our IT team. Consumers making an inquiry about their account will initially be assisted by a collection representative who will utilize information in our collection system or the assistance of their direct supervisor to obtain information necessary to satisfy the consumer’s concern. If the collector is unable to obtain adequate information, the request will be transferred to a Client Relations Representative who will utilize the County’s system (if remote access is provided) or contact the County for clarification. If a satisfactory resolution cannot be reached, the request will be processed back to Brett Templin, Client Relations Manager, who will contact the County for a conclusion. Okaloosa County EMS RFP # EMS 63-14 Page -14 Service ¢ Integrity ® Results HIRING AND TRAINING Penn Credit’s recruiting strategy begins with employment positioning within the agency. We offer competitive salaries, incentives and bonuses, and employee benefit programs to attract candidates who can build and sustain a high-performance atmosphere. Our staff is recruited through the use of local media, educational institutions, job placement organizations, employee referral programs, and through the internet. Representative Qualifications Penn Credit seeks experienced individuals, which includes the following attributes: * Must possess and demonstrate good motivation and strong communication, analytical and negotiation skills * Demonstrates assertiveness and persuasiveness * Demonstrates ability to follow instructions * Must possess at least a G.E.D. ¢ Thrives in a highly competitive environment * Demonstrates ability to follow through on tasks * Must be flexible, able to work a varying schedule * Must demonstrate knowledge of operating a PC * Must be able to read, write, and speak English fluently; multi-lingual a plus Background Checks/Drug Testing In an effort to provide our client(s} and our employees a professional and safe work place Penn Credit performs criminal background checks, 5-panel drug screening, illegal alien check with E-Verify, social security verification, and previous employment confirmation. Penn Credit currently utilizes ADP to perform background checks on all personnel. The background checks include the following: ¢ Social Security Search (Validates Social Security Number for 19 Form) ¢ State Criminal Search (via the State Police for each residence in the last 7 years) ¢ Federal Criminal Search {All convictions at federal offenses, e.g. Tax Evasion, Crimes against federal property, Drug & Weapon charges, etc.) ¢ INSTA National Criminal Search (Sex Offenders) ¢ OFAC (Terrorism, Money Laundering, Drug Trafficking, Mail Fraud, etc. Okaloosa County EMS RFP # EMS 63-14 Page -15 PennGr Service * integrity * Results Pre-Employment Testing - C.A.S.H Hiring Simulation We utilize a computer-based hiring simulation program designed specifically for collection agencies to assist with hiring decisions. The program evaluates the candidate’s ability to learn and apply procedures, active listening, developing rapport, multitasking, persuasion, problem solving, and professionalism. This has allowed us to decrease employee turnover and allows our staff to give more personalized attention to new hires during the training process. \CASH Ff Coftaction Agent Simulation for Hiring Training and Certification Training of new employees is an up-front investment and is essential to any successful collection program. Not only does the training result in higher collector success, but it also leads to greater customer service. Penn Credit takes pride in our recruiting and training practices. They are a valuable part of our success and allow us to educate staff to the highest degree of efficiency. Our highly trained management team continues to foster and develop the most effective training program through obtaining information from industry resources and observing our own collection programs in action. Penn Credit’s Collector Training Program is comprised of three main sections: 1. An initial company and collection orientation program that is five days in duration. 2. A 10-15 day live call training period under the supervision of Penn Credit’s training staff 3. On-going function training and review for collectors as well as supervisory staff. We offer a training program that includes text materials, workbooks, examinations, and practice exercises using customized collection training software. Training content is carefully arranged and organized in a logical manner, with one topic flowing into the next. The program is presented in a manner that ensures that new employees fully understand each topic before moving onto a new topic. Material not understood is reviewed and re-tested. All Penn Credit employees are thoroughly trained in federal, state, and local Jaws applicable to collection activities. Industry-specific training is provided when collectors are assigned to industry-specific projects. Each assigned collector is trained specifically in the industry collection process and to understand all terminology associated with relevant regulations and laws that govern the industry. Okaloosa County EMS RFP # EMS 63-14 Page -16 Service ¢ Integrity ° Results Experienced collectors come off the collection floor bi-monthly to attend training sessions in advanced collection techniques. If laws change or are updated, training on the changes is conducted immediately. During all training sessions, we maintain a 1 to 5 ratio of training staff to collectors. On the collection floor, we have a 1:10 ratio of managers to collectors, enabling constant monitoring of each collector’s interactions with consumers. Collector Training Program Timeline: DAY ONE - Orientation: Chapter 1 ¢ Personal and training program Introductions ¢ Overview of training program e’ What the trainee should expect * The materials to be used e Summary of the overall content of the program Chapter 2 ¢ Overview of the company ¢ Policies and procedures ¢ How the company operates ¢ Overview of departments and how they work together ¢ Introduction to the F.D.C.P.A. and its importance in collections DAY TWO - Company Specifics and the F.D.C.P.A Chapter 3 e Review of company policies and procedures Explanation of collection philosophy In depth look at state and federa! rules and regulations, including F.D.C.P.A. F.D.C.P.A. is reviewed and quizzed DAY THREE - Collection Laws Continued and System Operations Chapter 4 ¢ F.D.C.PA. test is administered e Privacy Act and all other regulatory statutes * State laws and regulations which are more stringent than the F.D.C.P.A. * Collection system: instructions and demonstrations regarding the various screens of the collection system and the purpose of each screen are given * Introduction to collection pitches/scripts Okaloosa County EMS RFP # EMS 63-14 Page -17 Service @ Integrity * Results DAY FOUR - System Operation Actions Chapter 5 ° Skip tracing: describes the various methods and techniques utilized to locate consumers ¢ Documenting data into the collection system: describes the terminology and proper procedures for recording collection efforts * Telephone techniques and etiquette e Effective communication * Communication styles * Collection system and collection letters: explains how to work through the collection files according to the “status” on the account, along with the types of collection letters available and the proper procedure for their use DAY FIVE - Telephone Operations Chapter 6 — The Art of Negotiation ¢ Instructions and practice in making opening statements to consumers with collection pitches ¢ Techniques in handling consumers — describes typical consumer reactions and how to successfully interpret these reactions to motivate the consumer to pay ¢ Common consumer response and how to reply * Procedures for telephone collection cails ¢ Talk-offs ¢ Strategies for handling consumer types — learn how to classify consumers into categories and to select the proper motivation in assisting them to pay Live Call Training Period During this 10-15 day “hands-on” segment of our training program, the trainer oversees new collectors with a monitoring headset as calls are made. If a call begins to escalate, the trainer has the ability of taking over the call. Once the call is terminated, the trainer provides appropriate coaching and recommendations to the collector. As needed, reviews of collection pitches, collection techniques, and computer/telephone operations will be conducted. New collectors also receive training regarding the specific industry they will be serving and any client-specific policies and procedures. Okaloosa County EMS RFP # EMS 63-14 Page -18 Service ¢ Integrity ° Results Specialized Training Software Penn Credit utilizes interactive, computer-based training soft ware with all our collection employees. This self-paced training software demonstrates debt-recovery scenarios by simulating inbound and outbound consumer calls, exposing our staff to the best practices of experienced collectors. This ensures that new collectors are trained in top performance standards and will be capable of maintaining them. This innovative software interface provides invaluable feedback to our collectors and also provides our managers with the requisite tools to monitor and track training performance. During the training program, we focus on creating uniformity and consistency throughout the collection floor by stressing the importance of voice qualities through tone, tempo, inflection, strategic pauses and volume: “HOW we say something is as important as WHAT we say when it comes to managing perceptions and beliefs.” Compliance Training and ACA Certification e Our Vice President of Collections is an ACA Certified Credit, Collections Compliance Officer (CCCO), and is an ACA Scholar Recipient and Fellow ° Alltrainers are ACA Certified Trainers ¢ All Division Managers are ACA Certified Trainers; all training is reinforced by the management team on a daily basis It is Penn Credit’s goal that all collectors attend ACA Certification classes to become ACA certified within 8 months of hire. ACA certification includes extensive training in FDCPA and professional telephone techniques. Okaloosa County EMS RFP # EMS 63-14 Page - 19 CONFIDENTIAL Service ¢ Integrity * Results EXPERIENCE AND REFERENCES Experience with EMS/Ambulance Transport Collections: © City of Boca Raton, FL © City of Kissimmee, FL e City of Miami, FL © City of Moline, IL City of Greenacres, FL Orange County, FL Osceola County, FL Gwinnett County, GA City of Pittsburgh, PA City of Allentown, PA City of Oakland Park, FL City of Delray Beach, FL City of West Palm Beach, FL Flagler County, FL Emmaus EMS, PA American Patient Transport, PA Penn Credit has recently been awarded contracts which include EMS collections with the cities of Troy, NY and Sanford, FL. Additional Florida Government Clients ¢ Palm Beach County © City of Miami © City of Tallahassee * City of Daytona Beach e City of Deltona ¢ City of Boynton Beach e City of Lakeland e City of Ormond Beach eCity of Plantation * City of Pembroke Pines ¢ Collier County Clerk of Courts, FL ¢ Marion County Government, FL ¢ Miami-Dade County Government ¢ Orange County Clerk of Courts, FL ¢ Orange County Comptroller, FL ¢ Osceola County Clerk of Courts, FL ® Palm Beach County Government ¢ Palm Beach County Clerk of Courts, FL Okaloosa County EMS RFP # EMS 63-14 Page - 20 CONFIDENTIAL Service ° Integrity ® Results References Okaloosa County Clerk of Courts David Williams, Clerk Finance Director 850-689-5000 ex, 3401; dwilliams@clerkofcourts.cc 101 E. James Lee Blvd. Crestview, FL 32536 Collection of civil and criminal traffic violations, misdemeanors, and felonies Orange County Fire Rescue Alex Morales, Financial Administrator 407-836-9015; alex.morales@ocfi.net PO Box 5879 Winter Park, FL 32798-5879 Collection of delinquent EMS, false alarm, and HazMat accounts Osceola County Fire Rescue & EMS Ms. Pat McCormick, EMS Billing Technician 407-742-6853; pmcc@osceola.org 2586 Partin Settlement Road Kissimmee, FL 34744 Collection of delinquent EMS accounts City of Miami Demetrio Constantiny, Accounts Receivable Supervisor 305-416-1399; dconstantiny@miamigov.com 444 SW. 2nd Ave, 6th Floor Miami, FL 33130 Collection of delinquent EMS, fire false alarm, code enforcement, storm water, and waste accounts Gwinnett County EMS Donna Buhler, CPA 678-518-4876; donna.buhler@gwinnettcounty.com 408 Hurricane Shoals Road Lawrenceville, GA 30046 Collection of delinquent EMS accounts Okaloosa County EMS RFP # EMS 63-14 Page -21 CONFIDENTIAL Service ¢ Integrity « Results CITY OF PITTSBURGH Department of Finance Office of the Treasurer Margaret L. Lanier, Treasurer July 10, 2013 To Whom It May Concern: This letter serves as a recornmendation for Penn Credit Corporation (PCC) of Harrisburg, PA. PCC began a relationship with the City of Pittsburgh Department of Finance in 1990, and has continued to progress as a supportive business partner to the City. Beginning in 1990 PCC and the Department of Finance contracted for delinquent tax collection. At this time PCC and Finance worked together to ensure a smooth transition from internal collections te a third party collection system. This system includes programming, data base management and interactive reports. These collections are performed with the highest integrity and according to professional collection standards, Over the years the City has received minimal complaints, which is a priority to maintain the City's image. As of 1980 PCG has increased the City’s cash flow while maintaining the City’s image. in addition to these tax collections, PCC also collects Public Safety Emergency Medical service fees. Through these various caltection programs PCC has established a partnership to improve the collection capability of the City of Pittsburgh. For further Information you may contact Margaret L. Lanier, Treasurer, at 442.266.2954, Sincerely, Pll neem Margaret |. Lanier Treasurer CITY-COUNTY BUILDING & 414 GRANT STREET ROOM 200 & PITTSBURGH, PENNSYLVANIA 15219 H Fax: 412-255-8649 rowww,.city pittsburgh, pa.ustfinance Okaloosa County EMS RFP # EMS 63-14 Page - 22 PennGrecait Service * Integrity * Results QUALITY ASSURANCE Quality management at all of Penn Credit’s call centers is ensured by the use of a centralized and integrated call recording system located at our corporate headquarters. This system consolidates a wide range of functions into one seamless, user friendly, web-based experience. This system permits our collection, client service, training, and management personnel unparalleled access to all consumer interactions. Allinteractions with our collectors are recorded individually and relevant call data and account information associated with those conversations are correlated and tagged to those recordings. In addition to audio, the screen shots during the collector’s calls are recorded to allow supervisors and management staff to effectively monitor during and/or re-create after exactly what happens on every call. A Total Quality Management (TQM) application is built into this system enabling our staff to evaluate and score collectors as they work live calls or by reviewing select calls historically. Training and floor supervisors are able to easily counsel collectors on their performance by allowing them to see and hear their conversations with consumers. Asa result, they are able to learn from their successes, as well as identify any potential areas of needed improvement. Account lookup is also very simple. A call can be retrieved either by account number, phone number, or client name. Calls are kept for a minimum of one year in our secure and temperature controlled data center; this center is also flood and fire protected. Penn Credit recently deployed a product from CallMiner that offers full analysis of every consumer interaction. All calls are electronically mined and scored against a variety of compliance and quality assurance metrics. This is performed post call, however the system will also be able to monitor consumer interactions in real- time allowing contact center managers to be notified of , gs calls potentially requiring their attention prior to a calls Callffiner conclusion. Okaloosa County EMS RFP # EMS 63-14 Page - 23 Service @ Integrity * Results Audit Trails and Key Performance Indicators (KPI) In addition to Penn Credit’s TQM application and call analytics tools, Penn Credit’s collection system tracks all aspects of the collection process, creating audit trails and tracking a range of KPIs, which include but are not limited to the following: ¢ Payments * Call volumes ¢ Adjustments © Outbound contact rates * Collector comments e Skip Tracing Performed * Notices sent * Account Status e Average talk time ¢ Payment plans and agreements Personnel Actions Collection supervisors are responsible for monitoring and tracking the daily activity in the following areas to ensure collection standards are obtained: ¢ Account Workflow: Payment plans, broken promises, skip tracing and account follow up © Number of accounts worked, phone contacts and minutes on the phone * Compliance with company policies, the F.D.C.P.A. and other applicable laws/statutes Overview of KPI Reports and Tracking Penn Credit’s collection system generates a number of KPI reports that allow our supervisors and managers to monitor collection activity in order to obtain maximum recoveries. ° JAT/CT Center Dashboard: Provides real-time view of call center environment including number of agents logged-in, their call status, talk time, hold times, answer percentages, and other metrics related to the predictive dialer. * Collection Activity Report: Provides a detail of how many accounts were worked by each active collector, and then by how many promises to pay/payment arrangements were established, how many accounts were closed or transferred to legal, and how many letters were requested by the consumer during contact. * Phone Report: Provides a record of the total amount of calls on an incoming and outgoing basis and the total amount of time on the phone. * Collector Work Totals: Provides a record of totals for the amount of work each collector does in their loop by priority. Okaloosa County EMS RFP # EMS 63-14 Page - 24 Service * Integrity * Results PENN CREDIT’S COLLECTION PROCESS Penn Credit’s management team assigned to the County has extensive knowledge and experience in the collection industry and is an invaluable asset for implementing data transfer between our clients and Penn Credit. Our IT team will work closely with the County’s staff to ensure all aspects of the project regarding data transfer and IT support are developed in a timely and accurate manner. During the start up phase, Penn Credit staff will communicate with the County to coordinate interfacing and transferring data files between Penn Credit and the County. Penn Credit’s staff will meet as needed to ensure services are up to County expectations, and will remain available throughout the debt recovery process, prepared for and capable of addressing any needs the County may have. A sample schedule follows. Penn Credit is able to shorten or lengthen this process according to the requirements of the County. Phase I - (Days 1-5) ¢ Contract documentation is completed and returned (includes contract, certificates of insurance, etc.) * Penn Credit implementation team has an initial meeting with County staff e¢ Review service requirements, communication procedures, quality control measures and work standards * Confirm placement media, data security procedures, account types and volume, and any customized collection procedures e Discuss requested reports, data files and transfer of funds ¢ Review material for inclusion in Penn Credit’s client-specific training/procedures manual * Discuss set-up schedule and go live date * Establish weekly set-up follow up meetings (conference call} * Information obtained during this meeting is used to create client numbers in Penn Credit’s collection system ¢ Penn Credit’s IT staff obtains record layouts for applicable data files Okaloosa County EMS RFP # EMS 63-14 Page - 25 PennGr Service « Integrity * Results Phase It - (Days 6-12) * Penn Credit’s IT staff creates custom software to convert accounts according to County record layouts and begins data testing to include: ¢ Review of the County’s computer systems (or EMS billing vendor) * Coding referrals (agency code, transfer date) * Coding direct payments versus agency payments ¢ Electronic data file layouts * New Referral Files ¢ Direct Payment/Adjustment Files * Agency Payment/Adjustment Files * Recall Files * Confirmation of data transfer and encryption method ¢ Schedule of Electronic File Transfers e Electronic Reports & Special Reports ¢ The County will transfer test files to Penn Credit: * Penn Credit will review and then convert the test files into its test collection system; the resulting records will be evaluated for accuracy * Penn Credit will then produce a test Payment/Adjustment file and transfer it to the County e The County will test the file against their system ¢ Test data transfer and conversion processes continue according to County policies and timelines * Penn Credit updates our CRM platform with appropriate County contact information ¢ Weekly follow up meeting occurs; status of deliverables and action items from initial meeting are reviewed Phase Ill - (Days 13-19) © Penn Credit provides login credentials and training to County staff on our web-based client access portal * PennCredit’s contract compliance officer reviews/audits all set up andimplementation to date: e Adherence to insurance * Collection letter content/format * Proposed collection strategy * Staffing levels ¢ Data file exchange * Collected funds remittance schedule and process * Weekly set-up follow up meeting occurs * Outstanding items and deliverables are finalized Okaloosa County EMS RFP # EMS 63-14 Page - 26 Service ° integrity * Results Phase IV - (Day 20) ¢ The first new referral file is transferred to Penn Credit e Accounts are loaded into Penn Credit’s collection system ¢ The account is then electronically transferred into an automated process and ‘scrubbed’ for the following: Standardization of name and address for postal regulation requirements Name and address are processed through National Change of Address (NCOA) Phone Append Bankruptcy and deceased scrub ¢ When an accountis found to be bankrupt in the initial scrub, the information is placed on the account and the account is flagged before letters are sent in order to comply with bankruptcy law * When an accountis found to be deceased in the initial scrub, the information is placed on the account and the account is closed and returned to the County pursuant contractual requirements ¢ Contract compliance officer, senior information technology, and collection staff actively monitor initial account referrals, acknowledgment process, initial dunning letters, and call campaigns for accuracy and compliance with County requirements County’s Responsibilities Penn Credit expects that once the setup is complete and a regular placement schedule has been established, the County’s obligation to assist in the collection process will be minimal. We would require a contact at the County to provide documentation that may be requested (such as an itemized or original bill) by the consumer during the collection process. Okaloosa County EMS RFP # EMS 63-14 Page - 27 PennCr Service ¢ Integrity * Results Penn Credit’s collection workflow is defined by the evolving accounts receivable needs of our clients and refined by Penn Credit’s years of dedicated expertise in the field of debt recovery. This synchronization of committed client service and industry know-how has resulted in an unparalleled collection program. From account placement and verification, through the processes of skip tracing and consumer contact, to payment and remittance, Penn Credit’s procedures have been tested, streamlined, and enhanced for the greatest results. Upon award of contract, Penn Credit will begin project implementation, working with the County to configure a regular exchange of accounts and reports based upon the County’s existing databases. This process ensures that the resources expended by the County are minimized going forward. After implementation, Penn Credit is able to begin account activation and verification immediately upon the County’s placement of accounts for collection. Initial Account Placements Following the County’s requested timeline for account placements, Penn Credit will transfer all activated account information from the County’s databases to Penn Credit’s secure in- house database servers. These accounts are loaded into our collection system the same day they are received. Upon receipt of accounts, Penn Credit’s collection system will generate an acknowledgment report to be sent to the County’s office and begin to scrub all accounts for the following information: * Standardization of name and address for postal regulation requirements «* Name and address are processed through National Change of Address (NCOA) and: e addresses are verified as correct, or © addresses are verified as incorrect, or ¢ addresses are verified as incorrect and correct addresses are found ¢ Phone Append ¢ Bankruptcy and deceased scrub If the account has a good address, the first letter is automatically generated and mailed to the consumer. This letter serves to inform the consumer of placement with Penn Credit and notification of the consumer’s rights as outlined by federal and state laws. If the address provided with the account is incorrect or out-of-date, the account will enter Penn Credit’s skip tracing process. Okaloosa County EMS RFP # EMS 63-14 Page - 28 Service ¢ integrity * Results If the account has a good phone number, collectors will begin attempting to contact consumers multiple times per week, in accordance with the business rules established by the County, during the hours deemed appropriate by federal and state laws. If the phone number provided with the account is incorrect or out-of-date, the account will enter Penn Credit’s skip tracing process. Assignment of Accounts In order to promote the greatest degree of efficiency among collectors, Penn Credit’s collection system utilizes account routing parameters based on account classification and balance range. Management actively monitors the call lists for our automated dialing collectors and the work queues for our assigned account loop collectors on a regular basis, ensuring that the volume of accounts is not larger than appropriate. Collectors and supervisors work as a team, assisting one another with incoming calls and resolving disputes when required. This flexible and cooperative environment ensures that production levels are being met and consumer service levels are being exceeded. Collection Tools and Resources Penn Credit has four calling strategies at our disposal: a proprietary automated calling/ payment system, a predictive dialing platform, a “Confirmed Party Contact” system, and our loop collection protocol. During account implementation, the County will review Penn Credit’s calling strategies and scripts and approve for use those which meet County guidelines. Predictive Dialing Platform This predictive dialing platform predicts the availability of the collector’s next call— and adjusts dialing volumes accordingly—so that the answering party is immediately transferred to an available collector. This method ensures the party is unaware that he/she has been on an automated call and is more willing to begin discussions with the collector. This system allows one (1) collector to contact up to 35 consumers an hour, effectively and efficiently increasing Penn Credit’s “collector to consumer” ratio. D.A.V.LS. (Digitized Automated Voice Intelligence System) This system utilizes Interactive Voice Response (IVR) technology and makes calls from 9:00 a.m. to 9:00 p.m. in the time zone where the consumer resides. Upon contact consumers are provided with their account information and available payment options. While using the D.A.V.I.S. system, any consumer has the ability to speak to a live collector at any time by following the instructions built into the system; further, D.A.V.1.S. is capable of providing consumer interaction in both Spanish and English to aid bi-lingual collection needs. Okaloosa County EMS RFP # EMS 63-14 Page - 29 PennGr Service ° Integrity * Results Confirmed Party Contact Our Confirmed Party Contact system builds upon the aforementioned technologies (primarily, the D.A.V.L.S. system) by prompting a qualification question which allows us to verify that the individual who answers the call is the consumer. The call is then immediately transferred to an available collector, allowing our collection team to communicate directly with the “Confirmed Party.” Loop Collection Protocol This collection practice assigns ownership of accounts to individual collectors, making these collectors responsible for the collection of the account. The collector to whom the account is assigned performs the majority of collection activity on the account; and if additional skip tracing beyond our waterfall process is required, the collector has access to several online resources to acquire new contact data. This loop method creates a relationship between the collector and consumer, promoting a more cooperative series of exchanges and increasing the likelihood of repayment. To further the efficacy of the loop collection protocol, a direct toll free number is included on all letters sent to the consumer. Loop collectors notate in the collection system what has been accomplished after working an account, they also have the ability to tag a specific priority based on the outcome. This process drives Penn Credit’s organization of the work schedule, for example: Payment Arrangement Established: the account is tagged as a payment plan priority and is grouped with other payment plan accounts for monitoring through payment in full by the collector. Should a payment plan be broken, the collector will be alerted by the collection system and immediate follow up will occur. Follow Up Appointment: the account is tagged as a priority for the collector to follow up at a specific date and time. The collector will be alerted to any follow-up appointment by a system generated notification. Difficult to Reach: the account is tagged as a difficult to reach priority if the collector has determined that they are calling the best possible phone number available, however they have not obtained consumer contact. These accounts will receive calls at varied times by the loop collector and automated dialing collectors will also be used. Skip Tracing: the account is tagged as a skip tracing priority when additional contact information is needed to reach the consumer. To maximize consumer contact, the collector will perform the majority of skip tracing during non-peak hours. Okaloosa County EMS RFP # EMS 63-14 Page - 30 Service ¢ Integrity ° Results Results Together, our automated dialing systems can generate 1,000 calls per minute and more than 700,000 attempts per day utilizing 500 phone lines. All “busy signal” calls can be redialed every fifteen minutes, and “no answer” calls can be redialed every two hours up to the time allowed by the Federal and State regulations. Repeat calls can be made every three (3) days after contact with no account conclusion. Management also staggers call times throughout the day and rotates dialing platforms to optimize high consumer contact. Skip Tracing - Waterfall Process Successful skip tracing (locating a consumer at a current address) is an essential part of Penn Credit’s collection strategy; therefore, we subscribe to a wide range of skip tracing products and national databases (LexisNexis, CBC Innovis, TransUnion). After the initial placement, accounts are “scrubbed” for address verification (NCOA), phone append, deceased and bankruptcy verification. Once the account information is confirmed, the collection process begins; however, if at any time the contact information is determined to be incomplete or incorrect, the account will be placed in our automated “Waterfall” skip tracing process. Each step in this “Waterfall” process utilizes a new skip tracing product. The steps and information provided are progressively more intensive and detailed than the previous. The account will proceed from step to step until the appropriate information is obtained and successful contact is made with the consumer. Penn Credit’s waterfall skip tracing process may be utilized at any point during the collection process, ensuring that Penn Credit maintains contact with consumers until the amount owed the client has been recovered. Further, our assigned account Loop collectors are provided access to several internet based skip tracing resources at their work stations, enabling them to perform individual skip tracing. LexisNexis®/Accurint: This is an on line skip-tracing tool that collectors will use in attempting to locate a skipped consumer. This tool provides social security verification, address verification, phone number verification, multi state DMV data, reverse look-up, same names, and same addresses if under a different name. The collector will work all leads to conclusion. Criminal Records: \f the collector has knowledge of a consumer’s criminal record, they may contact the state to obtain location information. In doing so, the collector will try to locate the consumer’s probation officer. The collector is trained in obtaining location information as outlined by the FDCPA. Okaloosa County EMS , RFP # EMS 63-14 Page - 31 ~ Penne Service ¢ integrity * Results License Records: These records contain multiple types of licensing and public information the collector may use to locate the consumer. If the collector knows that the consumer is a professional who requires a license to practice, the collector may call the state authority of that organization. If the consumer is a current member, the organization will have record of where they are practicing. Asset Verification: The collector will attempt to verify and locate as many assets as possible in the course of using all available skip-tracing tools. If liquid assets are located (place of employment in wage attachment state, ownership of property, checking and/ or savings account, ownership of cars, boats, slips and stocks), we will forward a suit/ garnishment request form to Client with all asset/employment information attached. Voter Records/Registration: In most states, a person cannot register to vote at a Post Office mail box; the person must provide a physical street address. In most cases, voter registration is public information and this record will provide the collector with a physical street address registered under the consumer’s name. Tax Assessment: The Tax Assessors Office will provide ownership of property by name, parcel number and address. It will also provide what address the taxes are sent to. The collector will follow all leads until conclusion. Directory Assistance: In the use of online directory assistance tools, the collector wilt look for the exact name at the address of record and, if not listed, a same last name at the address of record. If there is not a listing for the consumer or same name at the address of record, the collector will look for the same exact name in the given city. The collector will follow all leads developed through directory assistance tools until conclusion. Spanish Language Capabilities Penn Credit employs Spanish-speaking representatives, and we have a dedicated toll free number that is directed to those individuals. Penn Credit’s DAVIS dialing platform also offers Spanish-speaking options, with the ability to transfer any calls to a Spanish speaking collector. Further, Penn Credit’s notices may be printed in English or Spanish and we will provide the County with a payment card for distribution indicating payment options which will be printed in English and Spanish. Credit Bureau Reporting Credit bureaus are a valuable resource for Penn Credit and the client. Creating an incentive for consumers to eliminate reported debt, Penn Credit utilizes the services of three major credit bureaus regularly: TransUnion, Equifax, and Experian. Okaloosa County EMS RFP # EMS 63-14 Page - 32 Service * Integrity ° Results Contacting Consumers by Phone Penn Credit’s contact with consumers via telephone is essential to Penn Credit’s successful recovery process. Our calling platforms combine the speed and efficiency of automated calling with compliance for state and federal law, all carried out in accordance with the rules established by the County. While incoming calls are instantly transferred to available collectors, the calling system also guarantees that all outbound calls are within guidelines established by federal and state law, ensuring that no phone calls are made before or after approved hours. Penn Credit’s telephone systems also have numerous quality assurance mechanisms: 1) management has the ability to monitor collection calls by listening to, participating in, and even taking over of the call when necessary; 2) a call/screen shot recording system records every phone call and collector computer screen for archival and quality control purposes; and 3) multi-lingual capabilities, the D.A.V.LS. system allows the user to interact in English and Spanish (other languages are available as well); further, collectors can easily transfer a call to a collector who speaks the appropriate language. Hours of Contact Penn Credit’s collection department’s operating hours are listed below. Our extended hours of operation allow us to maximize collections in all time zones. 10:00 P.M. EST 11:59 P.M. 10:00 P.M. EST 11:59 P.M. EST 10:00 P.M. EST 11:59 P.M. EST 00 A.M. 10:00 P.M. EST 11:59 P.M. EST 5:00 P.M. EST 11:59 P.M. EST 12:00 P.M. EST 11:59 P.M. EST No live collectors 11:59 P.M. EST In accordance with the Federal Fair Debt Collection Practices Act {F.D.C.P.A), outbound calls are only made between 8AM and 9PM in the time zone where the consumer resides. Our client relations representatives are available Monday through Friday from 7:00 a.m. to 5:00 p.m. Okaloosa County EMS RFP # EMS 63-14 Page - 33 PennGr Service * integrity * Results Contacting Consumers by Mail While collection letters are not the only focus of our collection process, letters are designed in a specified sequence, at specified times, and according to specific circumstances, generating the most meaningful communication with the consumer. A collection contact followed by a meaningful, well-timed letter offers a better collection impact than a stand-alone collection notice. Our letter series includes the initial validation notice and progressively more demanding follow-up letters. The initial demand letter has three main purposes: e To advise the consumer that the account has been assigned to Penn Credit ® To provide notice of the consumer’s rights established by the FDCPA and applicable state laws ¢ To prompt payment Accounts with active payment plans will receive monthly letters and those with a post-dated check plan receive a reminder notice a set number of days before the process date. Penn Credit will obtain County approval of all collection letters prior to their use and we will obtain the County’s written approval before making any changes to collection letters sent out to consumers. We have the capability of sending double-sided letters in English and Spanish. A typical series of collection letters appears on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page - 34 PennGreai Service ¢ integrity ° Results Penn Crecit NOTICE OF COLLECTION MM/DDIYYYY Hours: Mon-Thur 8am-10pm EST Fri 8am-Spm EST CLIENT: [Client Name] Sat 8am-12pm EST ID NUMBER; [Account Number] Phone: 800-900-1382 TOTAL BALANCE DUE: [S###.##4] Our client has referred your delinquent account{s} referenced below for collection. Our client is serious about collecting alt monies owed them and ( am sure your intentions are to honor your debt. Send payment using the enclosed envelope or you may go online to http://account.penncredit.com make payment or contact our office to pay over the phone. Contact our office if you are unable to pay the amount due. Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof, this office will assume this debt is valid. If you notify this office in writing within 80 days from receiving this notice that you dispute the validity of this debt or any portion thereof, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such Judgment or verification. If you request this office in writing within 30 days after receiving this notice this office wili provide you with the name and address of the original creditor, if different from the current creditor, This is an attempt to collect a debt by a debt collector and any information obtained will be used for that purpose. The important rights included above apply to each account individually and you have the right to dispute any or all of the accounts included in this notice. In the event you choose to exercise your important rights included above please indicate which account(s) you are disputing. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MMIDD/YYYY [AccountNumber] — [S#AE##] PADGG ted ERE DETAGH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAYING BY VISA, MASTERCARD OA DISCOVER, FILL DUT BELOW — Closcoven SR. DATE P.O Box 1259. Bepartment W047 F aks. PA LT45b nen Sa) CHANGE SERVICE REQUESTED - RAN TT parm wa Visit http://account. penncredit.com to pay your bil! online, Payments recelved by check will be electronically deposited, unless you pay by non-consumer typa check, You may opt out of this program by paylng with a money order ar a travelers check. In the unlikely event your check (payment) Is returned unpald, we may elect to electronically (or by paper draft) re-present your check (payment) up to two more times. You also understand and agree that we may collect a return processing charge by the same means, In an amount not to exceed that as permitted by state law. ID NUMBER: C0206277 91203-4 #BWNJHBY PENN CREDET #9042727300351540# FLb S L4th st [Debtor Name] PO BOX 448 [Address Line One] HARRISBURG PA 47108-0988 [Address Line Two] DevllicccdeeslMacsastaactibaleaddabstiale todllalldaHulditdoldoadshalabhdatlal 91203-NEW-1 Okaloosa County EMS RFP # EMS 63-14 Page - 35 Service ¢ Integrity * Results PennGrecdtt vmooiveve Hours: Mon-Thur 8am-10pm EST ACA Fri 8am-5pm EST CUENT: [Client Name] Sat 8am-12pm EST (D NUMBER: [Account Number} Phone: 800-900-1381 TOTAL BALANCE DUE: [S###t.##] REQUEST FOR PAYMENT Failure to contact our office leads us to believe that you do not have intentions of resolving your just debt. If you are unable to pay in full, settlements and/or payment arrangements may be available. We will do our best to work with you. Please contact our office today, or go online to account.penncredit.com or send payment in full in the enclosed envelope. This letter is from a debt collection agency, This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DDIYYYY [Account Number] — [S####.###] OE DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT TF PAYING BY VISA, MASTERCARD ON DI@COVER, FILL OUT BELOW, P.O Box L259. Department ILO47 aks; PA WS4SL Oven Cluverencann KES Coscoven (a lanorace oa CHANGE SERVICE REQUESTED UE AA one wow Visit http://account.penncredit.com to pay your bill ontine, Payments received by check will be electronically deposited, unless you pay by non-consumer type check. You may apt out of this program by paying with a money order or a travelers check, In tha unllkaly event your check (payment) Is ratumed unpaid, we may elect fo electronically (or by paper draft) ra-present your check (payment) up to two more times. You also understand and agree that we may collect a return processing charge by the same tneans, In an amount not to exceed that as permitted by state law, ID NUMBER: 0461002 91203 - 2213 #BWNJHBY PENN CREDIT #9042702420717870# qub S Luth &T [Debtor Name] PO BOX 7868 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] ualllstiul ll Iildibalualdl Vall LabaabestlaasceelDocelDoafaleTalasel Lualotstlitel ees Med ' 91203-AD2PC-2213 Okaloosa County EMS RFP # EMS 63-14 Page - 36 Service ¢ Integrity * Results PennGreait Hours: Mon-Thur 8am-10pm EST Fri 8am-5pm EST Sat 8am-12pm EST Phone: 800-900-1368 that purpose. SERVICE RENDERED MM/DDIYYYY CLIENT: [Client Name] ID NUMBER; [Account Number] TOTAL BALANCE DUE: [S###.##] PROMISE TO PAY Please pay as promised. If you pay as agreed, there will be no need to contact you again regarding this matter. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for SERVICE DATE ACCOUNT NUMBER BALANCE EEO P.O Box 1259, Department 91047 Oakss PA A456 CHANGE SERVICE REQUESTED HONE OE WE that as permitted by state law. 91203 -95 #BWNJHBY #9042732612096529# [Debtor Name] Address Line One| [Address Line Two] Vesa lela MvcsaLstadssalaloaldocsloctbdabesoll th ccloall Okaloosa County EMS MMIDDIYYYY [Account Number] — [S!HH#H# DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT JF PAYING BY VGA, MASTERCARD OF DISCOVER, FILL GUT BELOW om) usa Clwssrencano Kiows Cloecoven Fs anaes Bae = REF Visit http://aceaunt, penneredit.com to pay yaur bill online. Payments reoelved by check will be electronically daposited, unless you pay by non-consumer type check. You may opt out of this program by paying with a money order or a travelers check. In the unlikely event your check (payment) Is returned unpaid, we may elect to electronically (or by paper draft) re-present your check (payment) up to two more limes. You also understand and agree that we may collect a return processing charge by the same means, In an amount not to exceed ID NUMBER: C9860674 PENN CREDIT Fb S$ Luth st PO BOX 988 HARRISBURG PA 17108-0488 oval DocedissBUM Las bead fda Page - 37 alslestsbiatsbes 91203-CPPPC-26 RFP # EMS 63-14 Service @ Integrity * Results PennGreait MM/DDIYYYY Hours: Mon-Thur 8am-10pm EST Fri 8am-5pm EST CLIENT: [Cllent Name] Sat 8am-12pm EST ID NUMBER: [Account Number] Phone: 800-900-1368 TOTAL BALANCE DUE: [S##H###] BROKEN PROMISE You have not made your payment as promised. # is Important that you either make payment or contact our office today, This Jetter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MMIDDIYYYY [Account Number] — [S#####.###) ATM DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAYING BY VISA, MASTERCARD OA DISCOVER, FILL OUT BELOW P.O Box A254. Department I2047 Oaks. PA 2UYSL Own Cluserenoano Sue! Corscoven ital CHANGE SERVICE REQUESTED emer Pane HONEA TE one ial Visit http://account. penncredit.com to pay your bill online. Payments received by check will be electronically deposited, unless you pay by non-consumer type check. You may opt out of this program by paying with a money order or a travelers check. |n the unlikely event your check (payment) Is returned unpaid, we may elect to electronically (or by paper draft) te-present your cheok (payment) up to two mora tines, You also understand and agree that we may collect a return processing charge by the same means, In an amount not to exceed that as permitted by state law. ID NUMBER: C0314108 91203 - 94 #BWNJHBY PENN CREDIT #904273261 29900844 4lb S 14th ST [Debtor Name] PO BOX "6a {Address Line One] HARRISBURG PA 17108-05988 [Address Line Two} loa lesteallflsolalalbsultedulteddulsbichaddl lovall fates sfevfocellauobaditedatacaatdsfeallaantelsslaladl ew fl 91202-CBPPA-94 Okaloosa County EMS RFP # EMS 63-14 Page - 38 Service * Integrity * Results PennCGrecit snappy Hours: Mon-Thur 8am-10pm EST Fri 8am-5pm EST Sat 8am-12pm EST Phone: 800-900-1362 . [Client Name] a aeR: [Account Number] TOTAL BALANGE DUE; [‘i###.##] STATEMENT OF YOUR ACCOUNT(S) Please continue to make your monthly payments. If you wish to automate your payments please contact our office or go online at account.penncredit.com. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE AGCOUNT NUMBER BALANGE MM/DD/YYYY [Account Number] — [S#######] g ETO ' DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT JF PAYING BY VISA, MASTERCARD OA DISCOVER, FILL QUF BELOW P.O Box 12555 Department 4104? im Oaks. PA US4Sb Cea EE) Chworenaan Closcoven CHANGE SERVICE REQUESTED peonnese prone HARE om Visit http://account. penncredit.com to pay yaur bill online. Payments received by check will be electronically deposited, unless you pay by non-consumer type check. You may opt out of thls program by paying with a money order of a travelers check. In the unlikely event your check (payment) Is returned unpaid, we may efect to alactronicalty (or by paper draft) re-prasent your check (payment) up to two more times. You also understand and agree that we may collect a return processing charge by the same means, In an amount not to exceed that as permilted by state law. ID NUMBER: £0358372 1203-2 #BWNJHBY PENN CREDIT #9042704924118282# 1b S LYuth st [Debtor Name} Po BOX 488 ladaress fine wel HARRISBURG PA 17108-0988 mss ene tk UovalMbaadsoal Taralealallovelebateafeludslacllealscabll VvvallalatuscafMlavealabsssDaafatsoabaaatMMlasellavatdal a eel 91203-STMPC-2 Okaloosa County EMS RFP # EMS 63-14 Page - 39 PennGr Service * Integrity « Results Pi en in Cr ed lia NOTIPICACION DE COLECCION MM/DDIYYYY Horario: Lunes a Jueves, de 8 a.m. a 10 p.m. Viernes, de 8 a.m.a5 p.m. CLIENTE: Sdbado, de 8 a.m.a 12 p.m. Ne DE CUENTA: 800-900-1380 CANTIDAD QUE ADEUDA: Nuestro cliente ha remitide su(s} cuenta(s) en mora, de referencia a continuacion, para cobro. Nuestro cliente considera muy scriamente el cobro de dinero que se le adeuda y yo estoy seguro de que usted tiene la intencién de honrar su deuda, Envie el pago utilizando el sobre adjunto o también puede realizar el pago en linea a http:/faccount.penncredit.com, o comunicarse con nuestra oficina para pagar por teléfono. Comunt{quese con nuestra oficina si no puede pagar 1a cantidad adeudada. A menos que envie una notificacién a esta oficina dentro de los 30 dias después de recibir esta notificacién, cuestionando la validez de esta deuda o una parte de la misma, esta oficina consideraré que esta deuda es vlida. Si notifica a esta oficina por escrito dentro de los 30 dias luego de recibida esta notificacién, esla oficina oblendré la verificacién de la deuda 0 una copia de un fallo, y le enviaré por correo una copia de ese fallo o verificacién. Si usted realiza una solicitud por escrito a esta oficina dentro de los 30 dias luego de recibida esta notificacién, esta oficina le proporcionard el nombre y la direccién del acreedor original, si fuese distinto del acreedor actual. Esto es un intento de cobrar una deuda por parte de un cobrador de deudas y cualquier informacién obtenida se utilizard para ese fin. Los detechos importantes arriba incluidos se aplican a cada cuenta de manera individual y usted tiene el derecho de cuestionar cualquiera o todas las cuentas incluidas en esta notificacién, En caso de que opte por ejercer sus derechos importantes arriba incluidos, indique qué cuenta(s) cuestiona. SERVICIO PROPORCIONADO: FECHA DEL SERVICIO Ne DE CUENTA. CANTIDAD Our ADEUDA ME P.O Box 1259. Department F104? p aks, PA WNS6 Duss SEE Cnsrencana So Flowooven Nigh CHANGE SERVICE REQUESTED PNdnteew deTarjeta Pecka do Vencioienta URNA NAN ro sa Pague en linea con tarjeta de credito en http://account.penneredit.com, Separar y volver con el pago para acelerar el crédito a su cuenta SIVA A PAGAR USANDO: MASTERCARD, DISCOVER, 0 VISA, FAVOR ILENAR BS, ESPACIO DUBAJO} Los pagos recibidos por cheque serdn depositadas electrénicamente, a menos que usted paga por cheque de tipa no consumidor, Usted puede excluirse de este programa mediante pagar por im giro postal o un cheque de viajero, Bn el caso improbable de que se le devuielva el cheque (pago), podemos opter por via electrénica (0 por documento papel) volver a presentar su cheque (pago) hasta. dos veces mis, Usted también entiende y acepta que podemos cobrar un cargo de procesamiento de devalucién por ¢l mismo medio, en una cantidad que no exceda lo que esté permitido por la ley estatal. ID NUMBER; 60206277 91203-4 #BWNJHBY PENN CREDIT #9042727300351 540# Gib § 14th ST Debtor Name] PO BOX 98a Address Line One] HARRISBURG PA 17108-09848 [Address Line Two} Java Mbsateeal ecelulallaeehfealedhdasfebadsfuatiabll VreslDLseLessPedselDaslsDotsLiezsLeLIdarsaldusleal stele ul 91203-NEW-1 Okaloosa County EMS RFP # EMS 63-14 Page - 40 PennGreadit Service ¢ integrity * Results Legal Collection Capabilities (Optional Service) Penn Credit has provided full-service litigation services and acted as the liaison between our clients and our collection attorneys continuously since 1987. The scope of our collection attorney network covers the United States to deliver the highest level of return on accounts. When necessary, Penn Credit will retain counsel to litigate in areas where we do not have counsel. If a consumer remains unwilling to work out reasonable repayment of defaulted debt obligations, account review for possible litigation will begin. Penn Credit’s legal forwarding department will submit suit/direct garnishment authorization requests to the County once internal criteria are met and approved by the VP of Collections. Once approval is received from the County; our legal package will be forwarded to an attorney. The County must be willing to provide the following: ¢ Complete documentation of the account ¢ Validation of the debt e Statement of non-military service e Signed affidavit of the account * Awitness when necessary Criteria for Litigation ¢ In the absence of County standards Penn Credit will use a minimum balance of $1,500.00 * Our collector has exhausted all voluntary means of collection * Specific contractual requirements Assets verified and/or located * Checking, savings, or other bank accounts where permitted « Home ownership ¢ Employment ¢ Locate liquid and non-liquid assets, which will secure the debt until sold or transferred * Rental property and other deposits During the entire litigation process, Penn Credit will handle all reporting requirements and will customize litigation reports based on client specifications. Payments applied to accounts will be reported on a regular basis to be determined by the client. At the present time Penn Credit performs the following two types of litigation processes: ¢ Accounts that must go through the due process of litigation (actual suit) * Accounts where we have the authority to do direct garnishment as permitted by individual State and/or Commonwealth laws and statutes Okaloosa County EMS RFP # EMS 63-14 Page - 41 Service ¢ Integrity * Results INFORMATION TECHNOLOGY Our collection activities are conducted on an in-house developed, completely automated, accounts receivable management system. This software, designed and written entirely by Penn Credit’s IT staff, provides quality and versatility to our clients. Because we are independent of an outside source to customize changes, we are able to efficiently tailor software changes to meet the needs of our clients. Penn Credit’s in-house developed collection system promotes “total recovery efforts” on all accounts placed for collections. Penn Credit routinely utilizes our customized software to: ¢ Maximize strategic follow-up on all collection accounts in our system ¢ Monitor and review collection activity ¢ Support the flow of relevant data through reports, remittances, and interfaces ¢ Calculate interest and penalties as necessary * Customize performance reporting and collection letter series * Recognize and react to specifically coded accounts ¢ Customize collection letter series and telephone scripts ¢ Automatically link multiple accounts We have a professionally staffed Information Technology (IT) Department with systems programmers and support specialists onsite. Our IT staff designed and developed the Penn Credit collection system that controls, monitors, schedules, stores, and provides information for our collection activities. The current version of Penn Credit’s collection system, FUSION, ensures ease of use and maximum productivity for our collection staff through the following: ¢ Next generation graphical user interface (GUI) with an integrated web browser ¢ Ability to directly integrate Java technologies into the FUSION architecture e FUSION objects have the ability to execute on any platform running the Java Virtual Machine including Windows, Linux and AIX « Hardware includes: * IBM p-Series server running AIX operating system e IBM Storage Area Network capable of expanding to 6 terabytes of disk ¢ 24/7 Hardware Support contract with IBM Penn Credit’s IT staff averages more than 21 years of collection agency experience. They routinely customize file formats, reports, as well as adjust applications to make data transfer, bookkeeping and account tracking more efficient. These tasks are completed quickly in house without the need of enlisting outside help from a collection software vendor. Okaloosa County EMS RFP # EMS 63-14 Page - 42 Service ¢ Integrity ° Results Data Transfer The multi-talented IT team at Penn Credit has extensive knowledge and experience in the collection industry and is an invaluable asset for implementing data transfer between our clients and Penn Credit. Our IT team will work closely with the County's staff to ensure all aspects of the project regarding data transfer and IT support are developed in a timely and accurate manner. Penn Credit has the ability to receive account placements and transfer data in a number of different formats, and occasionally clients may use, or ask us to use, several different formats to transfer account information. We accept accounts electronically in various ways: e FTPS —File Transfer Protocol over Secure Socket Layer (SSL) ¢ SFTP — SSH File Transfer Protocol * FTP/PGP — File Transfer Protocol with PGP Encrypted File ¢ HTTPS - File Transfer via Secure Website ¢ Secure Email ¢ Standard Email with PGP Encryption Accounts can also be placed with Penn Credit by CD, mailed hard copy or fax. We have the ability to encrypt data for electronic transfer in the following ways: * PGP — Pretty Good Privacy « Password Protected Zip File Penn Credit will develop custom software that is able to accept electronic files in the following data types: ¢ EDI-Electronic Data Interchange ¢ XML-— Extensible Markup Language e Fixed Length ASCII data ¢ Comma Separated Value (CSV) * Tab Delimited * €xcel Spreadsheet Okaloosa County EMS RFP # EMS 63-14 Page - 43 PennGre Service * Integrity * Results Fusion Collection System IBM pSeries Model 720 Server * Four 3.0GHz 64-bit Power 7 processors ¢ 32GB of memory © 2x 74GB 15,000 RPM internal disks & DVD-Rom ¢ Dual Gigabit network interface e Dual 4 Gigabit Fibre adapters ¢ AlX version 6.1 {BM DS3524 Storage Server ¢ Dual 4 Gigabit Fibre adapters * 2 Gigabit Cache per controller « 13 X 300GB 10,000 RPM Self Encrypting Drives ¢ Expansion up to 96 Terabytes of disk space Software: © Proprietary collection software designed and developed by our programming staff ¢ 100% Java Objects Additional Hardware * Dell Optiplex Computers * Dell and IBM Servers: Web, FTP, Secure E-mail, Exchange, Domain Additional Software ¢ Collector Training Software ¢ Microsoft Office Products e Microsoft Internet Explorer * Microsoft Windows Vista ¢ MITEL 3300 Phone System ¢ prarieFyre Contact Center Solution - MITEL Enterprise Edition ¢ MITEL Application Suite ¢ MITEL Unified Communications Suite ¢ CACTI Call Recording System ¢ JAT CT Center Predictive Dialer Platform Okaloosa County EMS RFP # EMS 63-14 Page - 44 PennGreait Service Integrity * Results Remote Audit Penn Credit enables the County to view account activity on-line. This remote activity program can be accessed through the internet using a standard browser. We assign a username and password that allows the County access to their accounts only. Once logged into our system, the County has the ability to search by account number, name or Penn Credit ID number and then view items such as account status, balance, remarks, payments and account transactions. The new version of our site now features a dashboard report function that provides a snapshot of the portfolio as well as an ad hoc reporting section where reports can be downloaded either as a PDF or Excel spreadsheet. This site has a secure socket layer (SSL) with 256 bit encryption. The dashboard page contains various statistics based on account referral and collection activity. The County will see information on the dashboard page for collection placement and activity during the current month as well as that information from the time of the first account placement. Also on the dashboard page are links to multiple charts based on collection and placement statistics. The County can choose from 5 different charts, each containing the last 12 months of information. Additionally, Penn Credit’s portal also allows the County to place accounts on hold for up to 30 days at a time, submit a payment or adjustment on an account, and request the cancellation of an account. The County may also submit a request to add new accounts. Keeping with Penn Credit’s emphasis on data security, our system is password protected and automatically logs the user off after 15 minutes of inactivity. Additionally, all user activity is tracked. For an extra layer of security, once a user becomes active, a trusted IP address will be linked to his or her login for identification purposes. After 90 days, inactive accounts are disabled; after 180 days, inactive accounts will be deleted. Sample screen shots and available reports from this on-line access portal are provided on the following pages. A demo of Penn Credit’s FUSION Client Portal can be accessed by visiting: Okaloosa County EMS RFP # EMS 63-14 Page - 45 Service ¢ Integrity * Results Email Address amma —<-_ Watch Demo Vides Pee Sion Client Access Portal Search by [Account Number fe] (07170 Account# Name Service Date Balance Status: Peng IDE 1410-4112 WAKALA, JOHN. 10/01/2011 $80.00 ACT Hooc0de2-001 01110-2222 TIMOCHENKO, SUSAN 20/15/2014 $0.00 PIF Hoeagades-001 01110-3333 JOHNSON, JIM 40/13/2011 $300,00 BKR HodeDde4-Odi 01410-4444 JOHNSON, JAMES 01/01/2012 $500.00 NEW HC095536-001 01110-5554 SMITH, JOE 01/10/2022 $600.00 NEW — H0095537-004 01110-6666 YOUNG, MARY 01/01/2012 $1,000.00 NEW H095538-004 01110-7777 KLINE, JOHN 04/01/2012 $850.00 NEW — HBQ95530-001 01110-8988 SMALL, JIM 12/45/2041 $1,500.00 NEW — HO095540-Go1 1110-9909 BRADLEY, GILL 12/01/2011 $2,000.00 HPC — HO95541-002 (Maximum of 50 résuits displayed} rovided by Penn Credit Corporation Okaloosa County EMS RFP # EMS 63-14 Page - 46 it Service * Integrity * Results Dashboard Statistics Curent Month Beginning to Date $2,679.60 Collections $888,994.07 Collections $0.00 Placed $27,689,071.63 Placed $0.00 Client Cancellations 4.09% Recovery $0.00 Penn Cancellations $2,240,399.55 Openinventory Monthly Collections Charts: Monthly Colections | Batch Collections | Batch Recovery | Open vs Placed | Number Placed | iv Pee ison Client Access Portal amber Ba AT. Search by [Agcoun Accouite Wame Service Date ‘Balarice Status. Benn ID# O1110-1411 WAKALA, JOHN 10/01/2011 $80.00 ACT Fonp0002-004 01110-2222 TIMOCHENKO, SUSAN 20/15/2011 $0.00 PIF o000003-004 1110-3333 JOHNSON, IM 40/13/2011 $300.00 BKR — He0gCND4-001 1410-4444 JOHNSON, JAMES: o1/o1/2012 $500.00 NEW HO095536-003. 1110-5555. SMITH, JOE OL/10/2012 $600.00 NEW H0095537-004 {Hadmum of 50-resiits dspliyed) Pon Ib HK; Han0002001 WA on Remats| Cotas | Raines | Transactions | Bante. | 90-Day Hot Placed: 01/05/2012, Service: 10/01/2011 123 MARKET ST Remark History ia Account Btatust ACT - ACTIVE ACCOUNT neeane Nees Ere eee 3 Patient Nurpes Worle: 239-222-3997, 03/06/2013 10:25 USER: DEB NEW ACT: 0000002002 [Service Rendered: DEEINQUENT BILL . 7 Bof Letters: i Last Ltr 01/06/2012 Pramise Date: 1718/2013 09:01 TEST Pramlsa Amosnt 40.00 01/18/2013 09:01 TEST [Grass Placed: $100.00 st Prat Dates 01/18/2013 09:00 TEST add-on: $0.00 Pea ak Aromat: $0.00 01/18/2013 09:00 TEST Poaiyhae eo. Return Reason Coder o1fie/2013 99:00 TEST Hota Payments: $0.00 O1/18/2013 08:59 TEST Balance: $60.00. AHO 14+ IGE: HER ANNPESS CH This site provided by Poeun Credit: Corporation Okaloosa County EMS RFP # EMS 63-14 Page - 47 Penn Service * Integrity * Results Cfient Summary Report Al Gopal Coens Dallas wad Sanevs Plow $709.90 ‘BePvctiars | -- onacnher FOIE pan cas + Fag add fang ooe a0 + $1 asd ga t + + + + VWWTA AWS WS IES oN REE PEAR ERNIE SUA IE TS ee Placement Callections 414,000 + #13000 + $n Head | $6,008 bane faoos | " t + T t + + t FATT SS SCRE AGRI AST NEREES TANS BMT US ROE WEN 192A Monthly Gollecticns Okaloosa County EMS RFP # EMS 63-14 Page - 48 Service * Integrity * Results Submit Payment/ Adjustment Transaction Type |Payment 4 Amount | 100.00 Comments | Received payment via mail [Submit Transaction _ Request account to be cancelled Cancellation Reason | Placed in error ne Cornments Placed in error || Bankrupt Duplicate Account Deceased | MA Wiite-Off | Charly Write-Off || Administrative Wiite-Off Other (Please enter comments below) Okaloosa County EMS RFP # EMS 63-14 Page - 49 Service * Integrity * Results Account Analysis Options (Archived accounts wil not appear in this report} Select Clent Code: [8G1140 - All Accounts ¥] Only accounts with promises: With payment in last # of days: 0 | Placed From: Month [dan 4] Day [01 ¥] vear [2013 ¥] Piaced To: Month [Dec v] Day [37 v| Year [2013 vi No payment in last # days: fo | Total payments greater than: 0.00 Account Status: [All Statuses vi Current Balance Range from: [0.00 | to: |p999999999.99 | Acknowledgement Report Scan Options Select Clent Code: SG1140 - All Accounts v| From: Month |Jan “i Year 2013 4 To: Month [Dec V] Year|2013 ¥] Reset Form Cancellation Report Scan Options Select Client Code: [SG1140 - All Accounts Fram: Month [Jan] Year|2013 To: Month | Dec V| Year |2073 ¥] Resel Pom Okaloosa County EMS RFP # EMS 63-14 Page - 50 Service ° Integrity ° Results Reporting Capabilities Penn Credit’s collection system maintains a statistical database of performance figures and can generate reports in any desired frequency and format. With a very flexible range of reporting options, Penn Credit has the ability to comply with any reporting requirements, both for internal monitoring and forecasting. Other examples of typical reports our clients request include the Acknowledgment (either concise or detailed version), Payment Analysis, Spindown, Statement of Collection, and Cancellation reports. Acknowledgment Report serves as a receipt verifying all accounts placed have been received by Penn Credit. Options include a concise version or a detailed version. Payment Analysis provides information relating to collection performance, broken down by month of placement. This report illustrates recovery performance and allows the County to forecast future recoveries. Spindown Analysis provides a 12-month record of liquidation rates per month. Statement of Collection details accounts to which payments have been applied during the statement period. This report indicates not only amounts paid by debtors, but also commissions due Penn Credit for collection services rendered, thus serving as an invoice for the County. Cancellation Report lists all accounts scheduled for return, along with the client account number, debtor name, balance, applicable dates, and reason for return. Sample reports appear on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page - 51 PennGr Service * Integrity * Results From: EReports@penncredit.com To: Client's Email Address Subject: P8888 - New Business Acknowledgement from Penn Credit Penn Credit Corporation New Business Acknowledgement Summary Report Date: MM/DD/YYYY Client #: P8883 Client Name: Water Company # of Accounts: HH, Ht Total Dollars: $$$$$$$ ** Acknowledgement with thanks ** This assignment is accepted under our usual terms and conditions that we have with you. Please notify this agency without delay of any payment made to you by the debtor or any contact that the debtor has with you. Penn Credit Corporation New Business Acknowledgement Report Report Date: MM/DD/YYYY Created for: *Client Name* This assignment is accepted under our usual terms and conditions that we have with you. Please notify this agency without delay of any payment made to you by the debtor or any contact that the ota: #eheetee = Smith, John 123 Watnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,500.00 #etddee © Smith, Jane 123 Main Street Anytown, USA 11111 =MM/DD/YYYY MM/DD/YYYY — $500.00 #eieeded Smith, John 165 Elm Street Anytown, USA 11111 =MM/DD/YYYY MM/DD/YYYY $650.00 eegeeaes Smith, Jane 124 Chestnut Street Anytown, USA11111 MM/DD/YYYY MM/DD/YYYY $750.00 #e¢e¢¢¢4 © Smith, John 124 Walnut Street © Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY — $625.00 #ieeeeee © Smith, Jane 124 Main Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $435.00 eeaeeeee = Smith, John 170 Elm Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $498.00 gedegeea Smith, Jane 130 Chestnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,275.00 aeeeseea © Smith, John 135 Walnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,450.00 #eaeaeee = Smith, Jane 128 Main Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $650.00 ateegege © Smith, John 167 Elm Street Anytown, USA 11111 MM/OD/YYYY MM/DD/YYYY $975.00 44H Smith, Jane 145 Chestnut Street Anytown, USA11111 | MM/DD/YYYY_MM/DD/YYYY__ $1,950.00 Okaloosa County EMS RFP # EMS 63-14 Page - 52 service * Integrity ° Results Penn Credit Corporation - Payment Analysis Report Report Date: MM/DD/YYYY [Name of Client Here] Colle ee : : eas Cen $391,330.92 56.83% $168,920.78 longs a ae MIMM/YYYY $405,611 ‘56 $222,410.14 $14,280.64 MMIYYYY $351,838.59 $192,005.19 $382,101.94 $9,122.57 $0.00 $342,716.02 56.02% $180,710.83 MMYYYY $326,792.45 $162,804.84 $188,493.77 _—*§7,063.90 $0.00 $319,728.55 50.92% $156,923.71 MMIVYYYY $347,741.92 $149,640.01 $122,678.69 $18,914.74 $0.00 $328,827.21 45.51% $179,187.20 MMYYYY $227,065.37 $94,986.48 $111,640.66 $10,588.79 $0.00 $216,476.58 43.88% $121,490.10 MMIVYYY $504,189.21 $225,286.87 «$118,835.39 $24,145.77 $0.00 $480,043.44 46,93% $254,756.57 MNIYYYY $436,473.42 $182,924.03 $134,240.64 «$23,230.87 $0.00 $413,233.55 44.27% $230,309.52 MMIYYYY $530,959.89 $228,813.98 $135,358.45 $23,802.10 $0.00 $507,157.79 45.12% $278,343.81 MINIYYYY $442,743.74 $182,374.74 $451,489.00 $14,076.09 $0.00 $428,667.65 42.54% $248,292.91 MMIYYYY $577,805.62 $250,196.09 $178,964.09 $24,611.47 $0.00 $553,194.15 45.23% $302,998.06 MIIYYYY $383,799.75 $159,229.35 $158,640.40 $14,403.18 $0.00 $369,306.57 43.11% $210,167.22 MMIYYYY $415,125.51 $185,765.96 $134,204.03 $24,010.54 $0.00 $391,114.97 47.50% $205,349.01 Payment Analysis Report Legend # Referred = The number of account referred. I$ Referred = The dollar amount referred. Placement Collections = The dollars collected on the specific month's placement. Monthly Collections = The dollars collected during the indicated month and year. Total Adjustments = CRQ + STL + BKR + ADJ Cancellations = Agency Cancellations Collectable = $ Referred - Adjustments LIQ% = Placement Collections / Collectable Active Dollars = Collectable - Placement Collections - Cancellations Note: aif statistics are based on placement month and year. The only exception to this rule is the monthly collection column. Okaloosa County EMS RFP # EMS 63-14 Page - 53 bs - abog SIN Aquno? psoojpyO UT-E9 SINJ # dtu Penn Credit Corporation Cancellation Report Report Date: MM/DD/YYYY Created for: *Client Name* (Bess: edi: tee ba Sia Betaruuine pate saeeeeee Smith, John MM/DD/YYYY MM/DD/YYYY $1,500.00 MM/DD/YYYY PAID IN FULL seadaeeee Smith,Jane MM/DD/YYYY MM/DD/YYYY $500.00 MM/DD/YYYY DECEASED MM/DD/YYYY aeeeeeae Smith, John MM/DD/YYYY MM/DD/YYYY $650.00 MM/DD/YYYY PER CLIENT REQUEST #eeeeeee Smith, Jane MM/OD/YYYY MM/DD/YYYY $750.00 MM/DD/YYYY UNCOLLECTIBLE seeeeaes Smith, John MM/DD/YYYY MM/DD/YYYY 5625.00 MM/DD/YYYY BANKRUPTCY aeseageeeE =MM/DD/YYYY #eeueaee Smith,Jane MM/DD/YYYY MM/DD/YYYY $435.00 MM/DD/YYYY PAID IN FULL #seeeaea Smith,John MM/DD/YYYY MM/DD/YYYY $498.00 MM/DD/YYYY PAID IN FULL #eeeceee Smith, Jane MM/DD/YYYY MM/DD/YYYY $1,275.00 MM/DD/YYYY PER CLIENT REQUEST seneaaee Smith, John MM/DD/YYYY MM/DD/YYYY $1,450.00 MM/DD/YYYY UNCOLLECTIBLE seeeeeee Smith, Jane MM/DD/YYYY MM/DD/YYYY $650.00 MM/DD/YYYY BANKRUPTCY feddeeagad ==MM/DD/YYYY #eeeeeae Smith, John MM/DD/YYYY MM/DD/YYYY $975.00 MM/DD/YYYY PAID IN FULL seengaee Smith, Jane MM/DD/YYYY MM/DD/YYYY $1,950.00 MM/DD/YYYY PAID IN FULL #eeneeee Smith, Jane MM/DD/YYYY MM/DD/YYYY $498.00 MM/DD/YYYY PER CLIENT REQUEST #eeenaee Smith, John MM/DD/YYYY MM/DD/YYYY $1,275.00 MM/DD/YYYY UNCOLLECTIBLE sagegeae Smith,Jane MM/DD/YYYY MM/DD/YYYY $1,450.00 MM/DD/YYYY PAID IN FULL aeeetise Smith, John MM/DD/YYYY MM/DD/YYYY $650.00 MM/DD/YYYY DECEASED MM/DD/YYYY eteeeede Smith, Jane MM/DD/YYYY MM/DD/YYYY $975.00 MM/DD/YYYY UNCOLLECTIBLE #hee¢eee Smith, John MM/DD/YYYY MM/OD/YYYY $1,950.00 MM/DD/YYYY PAID IN FULL Report Total 18 $28,056.00 Page lofi SYNSOY » AWIBO]U] » BDIAIOS SING Aquno? psoojpyO §§ - aGod UI-E9 SING # di¥ Penn Credit Corporation 916 South 14th Street Harrisburg, PA 17104 Statement of Collection Frequency: Monthly Statement Dates: MM/DD/YYYY to MM/DD/YYYY Statement Type: Gross ® Pay Codes: A=Agency Pmt / BeAgency NSF / M=Client Pmt / D=Client NSF / R=Agency Reversal / X=Client Reversal S. Date Date Paid Paid Pay Due Due Remaining D Account Number Name Placed Collected Client Agency Comm Code Agency Client Balance 2 PEATE ETE R TEE John Smith MM/DD/YY MM/DD/YY 100.00 25.08 A 25.00 75.00 400.00 = PRREET ER EERE Jane Smith MM/DD/YY MM/DD/YY 200.00 25.08 A 50.00 150.00 00.00 S. Pa aa a EE John Smith MM/DD/YY MM/DD/YY 50.00 25.08 A 12.50 37.50 50.00 S ata te Pate ETRE Jane Smith MM/DD/YY MM/DD/YY 300.00- 25.08 8B 75.00- 225.00- 300.00 tae db ae EEE Jane Smith MM/DD/YY MM/DD/YY 450.00 25.08 M 112.50 337.50 350.00 = Hae aH EE EEE John Smith MM/DD/YY MM/DD/YY 150.00 25.08 M 37.50 112.50 00.00 aathea ta EE HE Jane Smith MM/DD/YY MM/DD/YY 100.00 25.08 M 25.00 75.00 500.00 TAPES ERE TTT John Smith MM/DD/YY MM/DD/YY 75.00 25.08 M 18.75 56.25 00.00 TERRE ER EEE ET John Smith MM/DD/YY MM/DD/YY 300.00~ 25.08 D 75.00- 225.00- 800.00 Soe E HAT Jane Smith MM/DD/YY MM/DD/YY 950.00 25.08 A 237.50 712.50 00.00 *SETTLED IN FULL* Client Totals: $475.00 $1000.00 $368.75 $1106.25 ** Total Collections ** $1475.00 Our Gross Check to you = $1000.00 You Owe Us $368.75 95 - 26d SINJ Aluno? vsoojpjoO UT-E€9 SIN # di¥ Recovery rate based on placement dollars Mthi¥r 01/2012 02/2012 03/2012 04/2012 05/2012 06/2012 07/2012 03/2012 09/2012 10/2012 14/2012 12/2012 #Referred $ Referred 1,773 1,436 1,372 1,238 861 1,825 41,536 4,912 1,492 1,998 1,273 1,484 $405,612 $351,839 $326,792 $347,742 $227,065 $504,189 $436,473 $530,960 $442,744 $577,806 $383,806 $416,126 1 4.33% 12.75% 721% 3.02% 2.02% 4.25% 3.34% 3.47% 3.14% 3.65% 4.13% 2.78% 2 17.18% 7.85% 6.10% 5.42% 5.64% 6.07% 4.13% 7.19% 5.49% 5.44% 4.36% 5.86% AT1% 4.80% 4.08% 420% 4.59% 3.20% 4.91% 4.06% 4.26% Cummutative Recovery rate based on placement dollars Mithi¥r 01/2012 02/2012 03/2012 04/2012 06/2012 06/2012 07/2012 08/2012 09/2012 10/2012 11/2012 12/2012 #Referred $ Referred 4,773 1,436 1,372 1,238 861 4,825 4,536 4,912 1,492 1,098 4,273 1,484 $405,612 $351,839 $326,792 $347,742 $227,065 $504,189 $436,473 $530,960 $442,744 $577,806 $383,800 $415,126 1 4.33% 12.75% 7.21% 3.02% 2.02% 4.25% 3.34% 3.47% 3.14% 3.65% 4.13% 2.78% 2 21.51% 20.59% 13.31% 8.44% 7.68% 10.32% 74T% 10.66% 8.63% 9.10% 8.49% 3 27.37% 25.30% 18.11% 12.53% 11.86% 14.92% 10.67% 15.57% 12.69% 13.36% Regression Analysis 4 5 6 7 3.71% 219% 2.04% 1.92% 3.46% 2.82% 2.18% 1.81% 3.96% 3.48% 2AAY 4.91% 3.66% 2.99% 2.15% 1.86% 3.52% 1.69% 3.49% 1.53% 2.85% 3.74% 2.45% 1.58% 3.30% 2.11% 2.29% 2.58% 2.75% 248% 4 5 6 7 31.08% 33.27% 35.31% 37.22% 28.76% 31.68% 33.77% 35.58% 22.07% 25.55% 27.98% 29.89% 16.19% 19.18% 21.33% 23.19% 15.38% 17.07% 20.56% 22.09% 17.77% 21.51% 23.95% 25.54% 13.97% 16.07% 18.36% 18.14% 20.90% 15.17% 1.08% 1.77% 2.04% 1.43% 1.89% 38.31% 37.35% 31.93% 24.62% 23.98% 0.89% 1.78% 2.08% 1.25% 9 39.20% 39.13% 34.01% 25.88% 10 1.82% 1.27% 1.43% 10 41.02% 40.40% 35.44% 1 1.40% 0.58% ae 42.42% 40.98% 12 0.42% 12 42.84% Total 42.84% 40.98% 35.44% 25.88% 23.98% 25.54% 18.36% 20.90% 15.17% 13.36% 8.49% 2.78% Total 42.84% 40.98% 35.44% 25.88% 23.98% 25.54% 18.36% 20.90% 15.17% 13.36% 8.49% 2.78% SIINSEY « AlUBaluy « BOIAIOS PennGrecdit Service ¢ integrity * Results Client Snapshot Report Historical Statistics Active Account Statistics Beginning to date Current active volume Total Accounts 3,571 Active Accounts : : 2,962 Gross Dollars $1,730,606 Active Dollars $2,016,387 Average Placement $485: Colfections $251,305 Average account age (days) Agency Payments .-:0°-. $196,076::- 78.00% Age at plasentent 4,167 Client Payments $55,278 22.00% Age with Penn 419 Hpatd ietull tes 628 17.69%: Age trom sérvice tlaté 1,888 # settled in full i) 0,00% # paitlal payments =~ 320°.” 8.98%: Call campaigns ; Average payment $205 Total Calls : 112,774 Morning 51,029 Year to date Afternoon, Ons - 50,600. Total Accounts °° . 4860 Evening 17,570 Gross Dollars $277,325 MID Calls 2 oS 2550. Average Placement » $874 Morning 1,168 Collections $84,674 » Aftémion : 1,126 Agency Payments: :° - $62,194 ° 73.45%: Evening 457 Client Payments $22,476 26.54% Totat-Contacts. 3,290 # paid i fal ~ AAB 30.45%. ‘ # settled in full 0 0,00% Mailings » dpartal payments: “ 75: 16.43%. Fotal letters mailed > * 18,681 Average payment $380 Mail returns and phone numbers Month to date : invskip(mail retun/no phone) = BAST - “Total Aceounts : 26 % of active 84.30% Grass Dollars $19,074 Mall-rétara e Loy “a 836. Average Placement $734 % of active 28.22% Collections $3,917 Goad plione (home or cell) . 4,307 Agency:Payments- $2,819 -89,20% % of active 44.13% Client Payments $1,597 40.77% No phone-(home or cell) 1,665 #paid intuit” Be . 19,23% % of active 55.87% # settled in full 0 0.00% Good cell phone 935 # partial paymerite. 1 42.31% % of active 31.57% Average payment $245 % of good phones: 14.54% Skip attempts # of skip-attempts: 38,040 Confidential & Proprietary Penn Cre clit Okaloosa County EMS RFP # EMS 63-14 Page - 57 PennGre Service * integrity * Results SECURITY AND CONTROLS Physical Security Surveillance cameras, security alarms, Halon fire suppression equipment, strategically placed smoke and heat detectors, and biometric thumb-scan entry access, protect our offices 24 hours a day, seven days a week. Each individual department is also protected by biometric thumb-scan. Only authorized personnel are permitted into the Information Technology Department. Additionally, the Penn Credit Data Center is protected by a final biometric access point, an environmental temperature control and alarm system. Proper and immediate action will be taken against any unauthorized personnel attempting to enter these sensitive areas. Maintaining Data Integrity Only users with authorized passwords can access accounts. Internal security modules guarantee that no unauthorized access to sensitive data can occur. We utilize a two-tiered security system involving access limitations at both workstation level and application software level. Financial Protections PCI-DSS Compliance Penn Credit is PCI-DSS Compliant, ensuring that all cardholder data we process is safe and secure at all times. Payment Card Industry Data Security Standard or PCI-DSS, is a global standard that was created to assist the credit card industry in the prevention of credit card fraud through increased controls and security. To meet these stringent requirements, Penn Credit has implemented the following procedures to protect our clients’ sensitive data: ¢ Monthly internal & external network vulnerability scans via Nessus Professional Feed e Credit card and checking account/routing number encryption on our system ¢ Annual third party penetration testing: web, internal & external Okaloosa County EMS RFP # EMS 63-14 Page - 58 PennGrecit Service * integrity * Results SSAE16 SOC 1 Type I] Audited Statement on Standards for Attestation Engagements (SSAE) No. 16 is a widely recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA). As a client, the County is assured that Penn Credit has superior controls and safeguards to protect, host and process the data entrusted to us. Penn Credit has been through an in-depth audit of our control objectives and activities, signifying that we are able to provide reporting in a uniform format to our clients and their auditors. Ves SSAE 16 Type Hl Audit Completed System Password Controls e Users are required to change their password every 12 weeks (approx 90 days) e Users receive password change notification 3 days before their password expires e Users are locked out of their account after 5 password attempts * Due to security reasons, our IT department handles all password resets * Passwords are deleted within 24 hours of any non-collection personnel terminated or resigning their position ¢ Passwords are deleted within 8 hours of any collection personnel terminated or resigning their position ¢ Penn Credit does not employ the use of any generic logins Firewall Penn Credit’s Internet firewall consists of a hardware firewall from Watchguard Technologies. This hardware appliance logs all unsuccessful attempts to gain access to the internal network as a method of detecting intrusions from unauthorized personnel. Access to the location of data files is limited to the Information Technology Department. No other person in the organization can gain access to this end node. Destruction of Confidential Information Penn Credit utilizes the services of a shredding company in the destruction of documents and is provided with locked bins where documents are held securely until they are shredded on site. Virus Protection Virus protection consists of two tiers. Firstly, gateway virus protection exists on our firewall from Watchguard Technologies. Secondly, all our work stations and servers have local protection software from AVG and Microsoft Security Essentials. Okaloosa County EMS RFP # EMS 63-14 Page -59 Service ¢ Integrity * Results FEE STRUCTURE Penn Credit proposes the following fee structure: * 18% for primary collections * 25% for secondary collections * 35% for collections involving litigation (optional service) Okaloosa County EMS Page - 60 RFP # EMS 63-14 PennGreait Service ¢ Integrity * Results INSURANCE AND BONDING Penn Credit maintains comprehensive insurance coverage and bonding to protect its interests and the interests of its clients in the collection of delinquent debts. Coverage includes: * General Liability: $1 Million per occurrence, $ 2 Million aggregate * Automobile Liability: $1 Million each person, $1 Million each accident; $1 Million property damage * Excess Liability: $10 Million per occurrence, $10 Million aggregate * Workers Compensation: $1 Million per occurrence, $1 Million aggregate ¢ Employee Crime/Theft (Fidelity bond): $5 Million / 3rd Party -- $5 Million e Errors and Omissions ¢ Professional Liability: $5 Million per occurrence, $5 Million aggregate ¢ Cyber Liability (Corporate Identity) Protection: $2 Million per occurrence Coverage limits for each category may be reviewed in a copy of our insurance certificate. Please see sample insurance certificates on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page - 61 Service * integrity « Results PENNC-2 OP ID: AS =. ACORD CERTIFICATE OF LIABILITY INSURANCE one muna THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER, THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S}, AUTHORIZED REPRESENTATIVE OR PRODUGER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder Is an ADDITIONAL INSURED, the policy(ies) must be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require. an endorsement, A statement on this certificate does not confer rights to the certificate holder in lisu of such endorsement(s). PRODUCER Phone: 717-758-9266] ganz” Amanda Sides E568 Kingston Ral, Suite 100 Fax: 717-758-9237) PHONE, 9.717-505-3130 [FRE ney. 717-755-9237 York, PA 17402 EAM. ss, asides@ekmcconkey.com INSURER(S) AFFORDING COVERAGE NAIC # insurer: Indian Harbor Insurance Co 136940 INSURED Penn Credit Corporation INSURER B: 916 S 14th Street PO Box 988 Harrisburg, PA 17104 INSURER ¢: INSURER D: INSURER E: INSURER F : COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS [S TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE PCLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE [SSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR [ADDL|SUBI POLICY EFF | POLICY EXP fi TYPE OF INSURANCE INSR| Vv POLICY NUMBER. (MMIDDIYYYY) | (MMIDDYYYY) LIMITS: ‘GENERAL LIABILITY EACH OCCURRENCE $ | DAMAGE TORENTED | COMMERCIAL GENERAL ABILITY PREMISES (ea ovaurence) |S CLAIMS-MADE occur MED EXP (Any one person) | $ PERSONAL &ADVINJURY | $ GENERAL AGGREGATE $ AGGREGATE LIMIT APPLIES PER: PRODUCTS - COMP/OP AGG | § pouicy | | S89 Loc A "AUTOMOBILE LIABILITY COMBED SINGLET ANY AUTO BODILY INJURY (Per person) | § Ae OWNED ALS eo BODILY INJURY {Pet aceldend)| § r_| ON PERTY DAMAGE HIRED AUTOS AUTOS [iter acesent s $ ‘UMBRELLA LIAB ‘Occur EACH OCGURRENGE $ EXCESS LIAB CLAIMS-MADE| AGGREGATE $ veo] [rerewnons $ WORKERS COMPENSATION WESTATU | [OTH-| AND EMPLOYERS’ LIABILITY YIN wars] [ee ANY PROPRIETORPARTNER/EXECUTIVE E.L. EACH ACCIDENT $ OFFICERIMENBER EXCLUDED? NIA {Mandatory in NH) E.L. DISEASE - EA EMPLOYEE $ (yea, describe under DESCRIPTION OF OPERATIONS below E.L DISEASE - POLICY LIMIT | § A [Professional Llab IMPP004259400 11/01/2013 | 11/01/2074 |EA CLAIM §,000,000) JAGG 5,000,000) DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (Attach ACORD 101, Addldonal Remarks Schedule, if mare space Is required) CERTIFICATE HOLDER CANCELLATION SAMPLE THE EXPIRATION DATE THEREOF, NOTIGE WILL Se DELIVERED. IN SAMPLE ONLY AGCORDANCE WITH THE POLIGY PROVISIONS. XXXXXAAXXAXAARAXKKAXKAXA KA ARRRK, HX KXN AXA XH IKK HXKKAK KKK AK AUIHORZED REPRESENTATIVE XXXXXAAXXXXXAXXAXAXXXXXAXAXAXAK . XXXXXXXXXXXXAXXAXAXAXK Chante, adilte! : : @ 1388-2010 ACORD CORPORATION. All rights reserved, ACORD 26 (2010/08) The ACORD name and logo are registered marks of ACORD Okaloosa County EMS RFP # EMS 63-14 Page - 62 Service ° Integrity * Results a——«*», PENNC-2 OP ID: AS ACORIY ‘DATE (AMIDDIVYYY} CO CERTIFICATE OF LIABILITY INSURANCE ve vino THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER, THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUGER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder Is an ADDITIONAL INSURED, the pollcy(les) must be endorsed, If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policles may require an endorsement, A statement on this certificate doos not confer rights to the certificate holder in lieu of such endorsement(s}. PRODUCER ay & Co, | Phone: 717-755-9266] tales Amanda Sides 2658 Kingston Rd., Suite 100 Fax: 747-755-9237] HONE, eng, 717-505-3130 [ERE toy: 717-765-9237 York, PA 17402 Bibutss, asides@ekmeconkey.com INSURER{S) AFFORDING COVERAGE NAIC a insurer a: Cincinnati Insurance Company 10677 INSURED Pann Gredit Corporation 288 insurer eB: Cincinnati Casualty Company 28665 ree! Ox . Harrisburg, PA 17104 insurer c: Federal Insurance 120281 INSURER D: INSURER E: INSURER F > COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE SEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED, NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. ia TYPE OF INSURANCE nse | POLICY NUMBER IMRDON We | CHASNY ED Luvs | GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000) A [|X | commercial GENERAL LIABILITY ICPP3669867 08/19/2013 | 08/19/2014 | PaMeed ges cones) |S 500,000) ] cLams-mane MED EXP {Any one person) | $ 10,000) | PERSONAL & ADVINJURY | $ Excluded pf GENERAL AGGREGATE Hy 2,000,000) GENL AGGREGATE Livir ‘APPLIES PER: PRODUCTS - COMPIOP AGG | § 2,000,000) poucy[ [68% [ |ioc Emp Ben. s 1MMaMM "AUTOMOBILE LIABILITY COMBINED SINGLE LIT | ¢ [| ANY AUTO BODILY INJURY (Pot person) | $ AL SRINED SCHEOULED BODILY INJURY (Par accident) | $ |__| HIRED Autos, a gare PePcdeng AC § $ |X| UMeRELLAwAB | X | occur EACH OCCURRENCE g 10,000,000) A ExcESS LIAB CLAMS-MADE! cPP3689867 08/19/2013 | 09/19/2014 | accrecare 5 10,000,000 cep [ X [retentions o| 3 WORKERS COMPENSATION iC STATO OTH. AND EMPLOYERS" LIABILITY IN x [Weare] [8 B | any eropricromparterexccunve | (WG212030800 08/19/2013 | 08/19/2014 | £1. eact ACGIDENT $ 1,000,000) ‘OFFIGERIMEMBER EXCLUOED? NIA (Mandatory in NH) £,L DISEASE - EA EMPLOYEE] $ 1,000,00 Ifyes, describa under BESGRISTION OF GPERATIONS below E.L, DISEASE - POLICY UMIT L$ 1,000,000 ¢ |Crime (68035829 10/20/2013 | 10/20/2014 |EE Dishon 5,000,000) ard Party 5,000,000 DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (Aflach ACORD 101, Remarks Wmore space is CERTIFICATE HOLDER CANCELLATION SAMPLE SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN SAMPLE ONLY ACCORDANCE WITH THE POLICY PROVISIONS. XXXXXXXXXXXXXXARXXXAXARRXXAKAX MANA HAHN AAA AXK KK IIH KIKI RUTHORIZED REPRESENTATIVE XXAXXAXXAAXXAXAXXAXXXAXKKARXAKAX éZ, . KXAXAXAXAXAXAXAAXAXXAK, Ctanincta-(). dickens ! 4 © 1988-2010 ACORD CORPORATION. All rights reserved. ACORD 25 (2010/05) The ACORD name and jogo are registered marks of ACORD Okaloosa County EMS RFP # EMS 63-14 Page - 63 INDEMNIFICATION AND HOLD HARMLESS To the fullest extent permitted by law, CONTRACTOR shall indemnify and hold harmless COUNTY, its officers and employees from liabilities, damages, losses, and costs including but not limited to reasonable attorney fees, to the extent caused by the negligence, recklessness, or intentional wrongful conduct of the CONTRACTOR and other persons employed or utilized by the CONTRACTOR in the performance of this Agreement. Penn Credit Corporation Wy pye~ Proposer’s Company Name “Afithorized Signature ~ Manual 916 S. 14th Street, Harrisburg, PA 17104 Thomas EF Foley, Jr. Physical Address Authorized Signature — Typed 916 S. 14th Street, Harrisburg, PA 17104 Chief Operating Officer Mailing Address Title 800-800-3328 ext 3003 717-238-0901 Phone Number FAX Number 561-371-2937 561-371-2937 Cellular Number After-Hours Number(s) July 30, 2014 DATE CONFLICT OF INTEREST DISCLOSURE FORM For purposes of determining any possible conflict of interest, all bidders/proposers, must disclose if any Okaloosa Board of County Commissioner, employee(s), elected officials(s), of if any of its agencies is also an owner, corporate officer, agency, employee, etc., of their business. Indicate either “yes” (a county employee, elected official, or agency is also associated with your business), or “no”. If yes, give person(s) name(s) and position(s) with your business. YES No__X NAME(S) POSITION(S) FIRM NAME: Penn Credit Corppration BY (PRINTED): ‘Thomas evhin f ca BY (SIGNATURE): WH TITLE: Chief Operating Officer ADDRESS: 916 S, 14th Street Harrisburg, PA 17104 PHONE NO. 800-800-3328 ext 3003 E-MAIL rhett.donagher@penncredit.com DRUG-FREE WORKPLACE CERTIFICATION THE BELOW SIGNED PROPOSER CERTIFIES that it has implemented a drug-free workplace program. In order to have a drug-free workplace program, a business shall: 1. Publish a statement notifying employees that the unlawful manufacture, distribution, dispensing, possession, or use of a controlled substance is prohibited in the workplace and specifying the actions that will be taken against employees for violations of such prohibition. Inform employees about the dangers of drug abuse in the workplace, the business’s policy of maintaining a drug-free workplace, any available drug counseling, rehabilitation and employee assistance programs, and the penalties that may be imposed upon employees for drug abuse violations. Give each employee engaged in providing the commodities or contractual services that are under quote a copy of the statement specified in subsection 1. In the statement specified in subsection 1, notify the employees that, as a condition of working on the commodities or contractual services that are under quote, the employee will abide by the terms of the statement and will notify the employer of any conviction of, or plea of guilty or nolo contendere to any violation of Chapter 893 or of any controlled substance law of the United States or any state, for a violation occurring in the workplace no later than five (5) days after such conviction. Impose a sanction on, or require the satisfactory participation in, drug abuse assistance or rehabilitation program if such is available in employee’s community, by any employee who is convicted. Make a good faith effort to continue to maintain a drug-free workplace through implementation of this section. As the person authorized to sign this statement, I certify that this fi rm. co! s fully with the above requirements. , ff ~ July 30, 2014 SIGNATURE: Op DATE: te COMPANY: Penn Credit Corporation NAME: Thomas EF Foley, Jr. (Typed or Printed) ADDRESS: 9165S. 14th Street TITLE; Chief Operating Officer Harrisburg, PA 17104 E-MAIL; thett.donagher@penncredit.com PHONE NO.: 800-800-3328 ext 3003 NO CONTACT CLAUSE The Board of County Commissioners have established a solicitation silence policy (Ne Contact Clause) that prohibits oral and written communication regarding all formal solicitations for goods and services (formal bids, Request for Proposals, Requests for Qualifications) issued by the Board through the County Purchasing Department. The period commences when the procurement document is received and terminates when the Board of County Commissioners approves an award. When the solicitation silence period is in effect, no oral or written communication is allowed regarding the solicitation between prospective bidders/proposers and members of the Board of County Commissioners, the County Administrator, or members of the Board Approved Review Committee. All questions or requests for information regarding the solicitation MUST be directed to the designated Purchasing Representative listed in the solicitation. Any information thought to affect the committee or staff recommendation submitted after bids are due, should be directed to the Purchasing Manager or an appointed representative. It shall be the Purchasing Manager decision whether to consider this information in the decision process. Any violation of this policy shall be grounds to disqualify the proposer from consideration during the selection process, All proposers must agree to comply with this policy by signing the following statement and including it with their submittal. I A... Yft— representing Penn Credit Corporation - Signature Company Name On this 30th day of July , 2014 hereby agree to abide by the County’s “No Contact Clause” and understand violation of this policy shall result in disqualification of my proposal/submittal. FEDERAL E-VERIFY COMPLIANCE CERTIFICATION In accordance with Okaloosa County Policy and Executive Order Number 11-116 from the office of the Governor of the State of Florida, Proposer hereby certifies that the U.S. Department of Homeland Security’s E-Verify system will be used to verify the employment eligibility of all new employees hired by the contractor during the contract term, and shall expressly require any subcontractors performing work or providing services pursuant to the contract to likewise utilize the U.S. Department of Homeland Security’s E-Verify system to verify the employment eligibility of all new employees hired by the subcontractor during the contract term; and shall provide documentation of such verification to the COUNTY upon request. As the person authorized to sign this statement, I certify that this company complies/will comply fully with the above requirements. DATE: COMPANY: ADDRESS: PHONE NO.: July 30, 2014 Penn Credit Corporation 916 S. 14th Street Harrisburg, PA 17104 800-800-3328 ext 3003 SIGNATURE; M4, EE NAME; Thomas F. Foley, Jr. (Typed or Printed) TITLE: Chief Operating Officer E-MAIL; rhett.donagher@penncredit.com www.penncredit.com