Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal — reading text

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