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Frequently Asked Questions
Signage RFa
Posted July 1, 2008
________________________________________
1. What is the timeline for the RFA?
May 10, 2008 |
Innovator Facilities RFA Available |
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May 30, 2008 |
Deadline for Written Inquiries |
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June 3, 2008 |
Informational Conference Call |
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July 1, 2008 |
Deadline to Respond to RFA |
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July 15, 2008 |
Identify Symbol Referents to be Developed |
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August 1, 2008 |
Selected Sites Announced |
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September 1, 2008 |
Deadline for Recommended Terminology Candidates for New Symbol Developed |
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September 5, 2008 |
Kick-off Meeting in Chicago |
2. How do I apply?
Applications must be submitted on-line no later than Tuesday, July 1, 2008. The On-Line Application will be available, after the Informational Conference Call through the Signs That Work website. Go to the Best Practices section and click on On-Line Application.
You will need three things to file an application.
- An Application Letter written on official letterhead.
- Map(s) of your facility
- Photographs for a sign audit as described in the RFA.
A hard copy of the signed Application letter with the On-Line Application receipt confirming upload of the On-Line Application must be mailed to the National Program Office. Please refer to the RFA for more information.
If you have problems uploading documents or completing the On Line Application please email info@hablamosjuntos.org or call the National Program Office (559) 241-6509.
3. When will the On-Line Application be available?
The on-line application for this RFA will be available after the Informational Conference Call on June 3, 2008. Please register for the Informational Conference Call and to receive an electronic announcement when the on-line application is available.
4. What if I have questions about the RFA?
Inquiries concerning any aspect of this RFA should be submitted in writing, either by fax or electronic mail. Telephone inquires will not be accepted.
Fax: To submit questions by fax indicate on fax cover subject line
RE: QUESTION FROM RFA RESPONDENT. Fax to 559.241-6532Email: Submit questions via electronic mail with subject line
RE: QUESTION FROM RFA RESPONDENT. to:HJ Info
All written questions received by May 30, 2008 will receive a reply. Respondents are also encouraged to participate in an Informational Conference Call to review the RFA and answer questions from prospective applicants. See below for more information.
5. Is there a way for me to ask questions directly?
Yes. A conference call is scheduled to enable prospective applicants to ask questions. The National Program Office, Society for Environmental Graphic Design (SEGD) and The Robert Wood Johnson Foundation will be available to answer questions.
Date: June 3, 2008
Time: 10 AM (PST)/1 PM (EST)
To get registered for the call and to get dial in Information click here
6. How will innovator sites be selected?
A review team comprised of Hablamos Juntos, SEGD and RWJF Pioneer Team members will evaluate and rank submissions according to the evaluation criteria in the RFA. Based upon this evaluation and ranking a final selection will be made. Hablamos Juntos may or may not request an interview or additional information from applicants in order to make a selection.
A diverse set of health facilities serving diverse language communities with advanced preparations for launching a new wayfinding system and interest in using symbols will be selected. Facilities can be single level or multi-story clinics, specialized treatment centers, community health centers, hospitals and full service medical centers located on a multi-building campus. Proposed projects may include a single one floor or multi story facility or a campus with multiple single floor or multi-story facilities. Wayfinding proposed systems can be for new expansion or replacement of signage for a wing, single facility or building inside a large campus. They can be new and/or old facilities.
Multilingual consumer base and readiness demonstrated through advanced preparations for launching a signage initiative are minimum required selection criteria. Other factors that will be considered include facility size and signage project scope and engagement of a staff or consultant project designer by November 2008. For more information on selection criteria see Section III of the RFA
7. How many innovator sites are needed?
Four innovator sites will be selected through this RFA. The facilities will vary in signage project scope, facility size and geographic location. All facilities will meet the minimum requirements described in the RFA and will submit a completed Application with required attachments.
8. What criteria is an innovator site expected to meet?
To be eligible for consideration facilities must meet the following criteria:
Multi-Lingual Consumer Base Facilities selected must serve patient populations that are limited English speaking from a minimum of four languages minorities, not including English.
Readiness and Advanced Preparation Facilities selected must demonstrate a state of readiness that includes a defined project with approved funding for a design phase and reasonable expectations for approval of an implementation budget. Executive champion and internal project leadership must be identified. Design staff or consultant may or may not be engaged at the time of application.
Complete Application
9. How long must the facility commit to this project?
The expected timeline for the Design phase is August 1, 2008 to April 15, 2009. The implementation phase is expected to begin September 1, 2009. Completion will vary based on facility size and system complexity. Selected facilities are expected to submit photos taken during the pre-design audit to be posted on a project website designed, to show the development process through pictures of challenges and solutions addressed through the initiative and to provide photos after implementation to show how design challenges were addressed. The facilities commitment ends with submission of post implementation photos.
10. If I am not selected, will there be future opportunities to apply to?
No. The innovator sites selected have a unique opportunity to help develop tested best practices for symbols bases signage. The Photo Gallery will capture pre and post photos and best practices developed through the project for others to emulate.
11. Will innovator sites receive compensation for participating?
Participation as an innovator site is voluntary and at the expense of the facility; no compensation or reimbursement of expenses is provided. There are costs and benefits associated with being an innovator site.
Cost to participate as an innovator site include: a) designation of a project leader, their attendance in a one-day orientation meeting in Chicago and project related conferences calls; b) engagement of a designer for the project and project related travel; c) staff and designer resources to support activities outlined in the RFA including two site visits for Pre Design Audit and Post Design Evaluation; d) interpreter and translator expenses to help limited English speaking participants and potentially the need to offer patients and visitors incentives to participate in the evaluation process. No compensation is provided.
12. What are the benefits of being an innovator site?
Participation as an innovator site will require a bit of work on the part of any facility selected, but the benefits are enormous. Benefits include:
Recognition - Only four facilities will be selected to participate in this national evaluation of health symbols as a new and innovative way to meet the signage needs of multilingual and literacy challenged populations. The products and learning from this project will be disseminated broadly among architects and environmental graphic designers as well as healthcare facilities leaders.
Wayfinding Audit – The pre and post evaluation design proposed for the innovator sites will generate a comprehensive signage audit of the wayfinding system in place. Results will identify strengths and weakness and how well the signage meets the multilingual needs of the patient population served.
Tested Wayfinding Solutions – With design testing and technical assistance from a nationally recognized team of graphic design and facilities experts, innovator sites will gain evidence based customized solutions to resolve wayfinding challenges prior to implementation
Leading Edge Wayfinding Systems - With globalization trends, symbols usage is fast becoming a part of public information systems for multi-lingual environments. Selected facilities will be among the nation’s first to implement symbols based wayfinding systems and contribute to the development of tested best practices.
13. Are we eligible to submit an application even though our proposed implementation is for a replacement facility, rather than our current facility?
Answer: Yes. An application can be submitted for facilities ranging from small treatment centers and clinics, single building health care facilities and facilities part of multi-building campus. Wayfinding systems proposed can be for expansions or replacement facilities (wing or building inside a large campus) and for new and old facilities. Proposed project scopes do not need to be for an entire facility or an entire health care campus. (See Section II; page 5.)
14. We have plans to open a new clinic site in June 2009. Is this too soon or too late for this grant?
Answer: The project timeline specified in the RFA is subject to change. All health facilities interested in symbols with advanced preparations for implementing new wayfinding systems are encouraged to apply. This initiative encompasses a design phase which is followed by implementation. At the start, the focus will be on evaluation of existing signage systems with a pre design audit, then design plans are prepared and proposed solutions are tested through a post design audit and other testing methods to ensure evidence based designs. The timeline for the pre and post audits and design plans will be determined by the size and scope of the projects selected; simultaneous design development and testing for all facilities is not anticipated. Every effort will be made to complete the design phase and initiate the implementation phase by April 15, 2009 but not at the expense of overall project goals. Implementation of the wayfinding system is projected to start in the fall of 2009. Whether this timeline matches with the needs of your new planned facility can only be determined by better understanding individual facility circumstances and proposed signage project. We recommend submitting a proposal to permit the Review Committee to learn how you propose to meet the design testing requirements essential to evidence based design. See Section III - D.3 on page 8 of the RFA. The design and testing process timeline is expected to be revised before the Kick off meeting in Chicago September 5, 2008 taking into account the facilities selected.
15. What budget range is considered reasonable for the project? What sort of budget items should we include in the budget (e.g.; actual cost of signs, project coordinator, data collector etc.)?
Answer: Successful applicants must demonstrate advanced preparations for implementing new wayfinding systems. Advanced preparations include a well defined wayfinding or signage project with approved funding for design development that has been reviewed and approved through established approval processes. The approved design budget should be sufficient to cover all expenses anticipated as part of designing the specifications and plans for a proposed symbols based signage system. These specifications and plans are the first step to development of an implementation budget which is expected to come after the design work is completed. For purposes of this grant, applicants are expected to have approved design budgets and to demonstrate reasonable assurance of funding for full implementation. Applicants can use the application letter to demonstrate commitment to meeting project objectives and securing funding for other direct expenses related to participation as an innovator site. See Section III.C on page 7 of the RFA.
16. How much funding is available for selected facilities to participate in this initiative?
Answer: The objective of this RFA is to identify up to four (4) health facilities meeting selection criteria and demonstrating readiness to implement symbols based signage and wayfinding systems. There is no funding available for selected facilities. Participation is voluntary and at the facility’s own expense. No compensation is provided nor are there grant funds for expenses incurred by selected facilities.
17. How much designing will the STW team be providing?
Answer: Each selected facility will need to engage a designer for the proposed project by November 2008. The project designer’s scope of work should include full participation in the project and meeting project requirements. (See Recommendations for Designer Scope of Work on page 10.) Facilities may apply and attend the Kick Off meeting without a designer for the project.
The role of the STW team is to support and be a resource for selected facilities, generally and local designers specifically. With the project leader, project designer and other facility staff involved, the STW team proposes to conduct a pre-design audit to identify opportunities and challenges in the current signage system. Local designers may use audit results to inform new design plans and specifications using symbols; or not. Designers are to use their best judgment; meeting facility objectives should be the utmost priority. The STW team is also available to offer technical assistance, make suggestions and support testing to assist local designers resolve any trouble spots identified anytime during the design phase. Once the design proposal is developed the STW team will offer evidence based testing of proposed solutions. Designers may also request this type of testing anytime during the design phase.
18. Can we use a graphic designer on staff, an architectural firm that is available through city funding or do we have to engage a design firm specializing in wayfinding? Does the project require a designer with specific experience or expertise?
Answer: Can we use a graphic designer on staff, take advantage of an architecture firm that is available through city funding or do we have to engage a design firm specializing in wayfinding?
Answer: Graphic designers are quite diverse, possessing certification from trade schools or a wide range of college degrees from undergraduate degrees to MPhil or PhD’s in graphic design or from related fields such as architecture. Still, degrees and academic preparedness are not always considered essential in the design world. Instead, experience and the number of years in the design business are heavily considered primary qualifications. Designer selection is often an endeavor of matching the skills and relevant experience of the designer to a project. The ideal designer for selected facilities is one that sees this project as an opportunity to learn and to apply creativity in design which is informed by the pre-design audit, evaluation and real-time testing.
Using symbols in wayfinding is leading edge innovation in design and the fundamental reason why this project will convene the best minds around the country with experience using symbols – most likely designers with experience in other fields (e.g.; transportation, municipalities, Olympics) as well as researchers experienced in testing wayfinding approaches and designers with experience specific to health facilities wayfinding, not necessarily using symbols. STW will bring experts in design and wayfinding with diverse backgrounds (graphic design, architect, human psychology, communication and research etc.) to offer technical assistance, share experiences and contribute to design solution. Selected facilities, and their designers, are free to determine how best to meet the objectives of the project and produce a wayfinding design that successfully takes advantage of this unique opportunity.
19. Your current symbols are geared to medical facilities although symbols based signage systems could also valuable for psychiatric facilities. Are there any plans to develop symbols specifically for psychiatric facilities?
Answer: This RFA is open to all facilities. The original 28 Universal Health Care symbols were selected from priorities established by health facilities in the ten Hablamos Juntos demonstrations which included a small number of surveys completed by mental health professionals. The new symbols developed through this initiative will be determined based on a variety of factors including symbols that may be needed for the selected facilities. It is difficult to say at this point whether symbols specific for psychiatric facilities will or will not be developed. Applications from psychiatric facilities would be welcomed.
APPLICATION
20. What key points should the application letter contain?
Answer: The application letter is intended to represent the willingness of a facility’s leadership to commit staff and needed resources to support project related activities and to demonstrate advance readiness to launch an approved signage initiative. Applicants should indicate in their application cover letter the ability and willingness to meet the requirements listed under LEADERSHIP AND RESOURCE COMMITMENT on page 7 of the application. At minimum the letter should declare:
- Leadership commitment to participate on a voluntary basis, without compensation, and willingness to engage a local designer for the project, sponsor project related travel, interpreter and translator expenses and incentives to encourage participation in a user survey.
- Designation of a project leader and their availability to attend a one-day orientation/Kick-off meeting in Chicago, September 5, 2008.
- Commitment of staff participation to support activities outlined in the RFA including a two site visits for Pre Design Audit and Post Design Evaluation.
- Commitment of staff and designer resources to engage in best practice testing
21. Who is the required signatory for the application letter? In our facility the Chief Operating Officer (COO) is the champion for this project. Is it acceptable for the application letter to be submitted by the COO or is the signature of the CEO required?
Answer: Application letters should be written on facility letterhead and ideally signed by the chief executive or board of trustee president. Signatory should be persons authorized to make binding decisions for the facility. The intent of the application letter is to ensure applicant facilities understand, are committed to and have the support of their CEO and Board of Trustees to accomplish the objectives of the project. Executive champions like the facility COO show high level support needed for a successful project and should be noted in the application letter. Executive level time commitments should not exceed those required for the success of typical organization level initiatives. Support of staff participation in project activities is a key requirement.
22. What is the deadline for sending the Application Letter?
Answer: The original application letter constitutes a part of a responsive application for the RFA. Printed on official stationary with an original signature, the application letter should be postmarked no later than July 2nd, to arrive at the National Program Office of Hablamos Juntos at the earliest possible. An application will be determine responsive and complete once the original letter arrives. The Review Committee will only review responsive and complete applications.
23. What recommendations do you have for who the project leader should be?
Answer: The project leader plays an important role and holds the key to success. The project leader should be employed by the facility, knowledgeable of the facility’s operations and key staff, and responsible for project designer. The project leader should be available to actively participate in on-going site specific communication with STW team and technical experts (via emails and conference calls), work closely with local project designer to direct, and oversee all the activities outlined in this RFA are coordinated. Ideally the building or facilities manager/director responsible for the project designer should be designated the project leader.
24. Please clarify what is meant by Multi-Lingual Consumer Base. Our facility serves patients speaking 15-20 languages with 95% of these speaking the Spanish language constitutes - is this sufficiently diverse to meet your criteria for a multilingual consumer base?
Answer: Yes, based on your description of the languages spoken by your patients your facility meets the Multi-Lingual Consumer Base minimum requirement. The RFA defines facilities with Multi-Lingual Consumer Base as those serving patients speaking a minimum of four languages minorities, not including English. The percentage distribution is not a factor.
25. How best can we meet the requirements of your application and submit an accurate portrayal of the language communities we serve? Our service area straddles a state line encompassing five counties, three large cities and many smaller areas in two states. Census data available for languages spoken do not accurately reflect the language communities we serve. Providing data for the languages spoken by are patients is not a problem.
Answer: It is not our intent to require applicants to expend significant resources to provide benchmark data on the language communities served. In cases where readily available census data does not account for the pockets of LEP patients served by an applicant facility we recommend including in the application the most favorable data available. For example this can be state level data for the two states from which you see patients, data for the largest metropolitan region or data for a combination of counties representing the largest regional component of your catchment area. Include, as an attachment to your application letter, an explanation of the challenges encountered in responsibly reporting this data and offer a more accurate description of the language communities served by the applicant facility.
26. Does the referent for a symbol need to match exactly those included in the Destinations Matching UHC Symbols table on page 16 of the RFA?
For example can the symbol for Internal Medicine be matched for Primary Care Clinic; can the Care Staff Area be used for the Staff Only sign? Please provide guidance on how to complete this table.
Answer: The application requires applicants to identify symbol images that match referents in existing signage systems. UHC symbols consist of two elements: a referent and an image. The symbols images were tested for their comprehensibility and recognition value in regard to a defined referent. Whether a referent needs to match exactly for an image to be comprehended is an excellent question and one we wish to test in this phase.
The original 28 referents were selected from an inventory of over 220 terms used for 58 similar or related locations found in existing signage of health facilities located in Hablamos Juntos demonstration sites. The wide variation in health care facilities of terminology used to describe locations where similar functions take place is one of the challenges this project is designed to address.
27. Is it possible to give more than one answer about the planning tools available? (See Page 16; the table Planning Tools Available)
Answer: Yes it is possible to provide more than one answer. The electronic application will allow a check in all the boxes that apply.
28. Is it possible to submit other supplemental materials and pictures with the application?
Answer: Supplemental materials although discouraged may be submitted in the last section of the electronic application. The application developed for this RFA is designed to collect essential data needed by the Review Committee to determine whether candidates serve a multilingual consumer base and demonstrate advanced preparations for launching a signage initiative. All facilities meeting these required criteria will be considered. The Review Committee, to select four diverse facilities for the project, will then consider a number of independent variables such as facility type, project scope, and regional location and so on.
29. How many participants from each selected facility may attend the kick off meeting?
Answer: An in person meeting for project leaders from selected sites, their designer (if known) and the STW team is planned September 5, 2008 to launch the initiative. This meeting is an opportunity to meet counterparts in participating facilities, participate in educational sessions on wayfinding; and to match technical assistance needs with members of the STW team and testing/evaluation consultants. Other participants may include executive leaders and communications staff as this is also an opportunity to coordinate press releases for the RWJF foundation, UCSF Fresno, SEGD and selected sites.
30. We have plans to break ground on a new facility in July. Should we submit signage photographs of old facility to meet the requirement for photos?
Answer: Yes. Please submit photo of your old facility and explain your circumstances in the Application Letter. We will also see from your application that you are proposing a project involving new construction. Although the signage in the new center will not be based what you are using in your old facility it will give the evaluation team a sense of your current signage – your beginning point