00C DRFP 25R0001 - SOW.docx

UNITED STATES SPECIAL OPERATIONS COMMAND (USSOCOM)

WARRIOR CARE PROGRAM (WCP)

WARRIOR CARE GLOBAL SUPPORT (WCGS) SERVICES

Statement of Work

1.1 DESCRIPTION OF REQUIRING ORGANIZATION

The U.S. Special Operations Command (USSOCOM) Warrior Care Program (WCP) provides non-clinical case management and advocacy services for Special Operations Forces (SOF) wounded, ill, or injured (WII) service members. The focus areas are in Recovery Care Coordination, Military Adaptive Sports, Benevolence, and Career Transition. Services are extended to families, veterans, caregivers, and significant others of SOF WII. The Warrior Care Global Support (WCGS) effort is a non-personal service, performance-based requirement in support of USSOCOM WCP. The program will provide support services to the USSOCOM Enterprise:

Headquarters, United States Special Operations Command (HQ USSOCOM).

Warfare Command (NAVSOC); Air Force Special Operations Command (AFSOC); Marine Corps Forces Special Operations Command (MARSOC); and Joint Special Operations Command (JSOC).

Theater Special Operations Commands (TSOCs) include Special Operations Command Africa (SOCAFRICA); Special Operations Command Pacific (SOCPAC); Special Operations Command Korea (SOCKOR); Special Operations Command Europe (SOCEUR); Special Operations Command North (SOCNORTH); Special Operations Command South (SOCSOUTH); and Special Operations Command Central (SOCCENT).

1.2 TASK PURPOSE/SCOPE

The purpose of this requirement is to provide services to the USSOCOM WCP by providing the full-time personnel necessary to support the focus areas of Recovery Care Operations, Military Adaptive Sports, Benevolence, and Career Transition as it relates to USSOCOM’s WCP. The WCGS team provides coordination on the provisions of non-clinical healthcare, social, financial, education and/or vocational services to clients, families, and significant others to enable them to navigate the processes associated with obtaining and effectively utilizing those services.

The contractor shall provide all support to the USSOCOM WCP as defined in this Statement of Work (SOW), except for those items specified as Government furnished property and services. The contractor shall perform to the standards in this SOW and subsequent polices, standard operating procedures and standards of practice as they are implemented by either reference or full text.

2.0 GENERAL REQUIREMENTS

The Contractor shall be responsible for meeting the following general requirements, as well as the specific support identified in Section 3.0.

2.1 TRANSITION

The contractor shall execute their proposed transition plan and ensure fully qualified personnel are in place on day one of the start of the performance period. The contractor shall ensure no interruption of mission occurs during the transition period. Throughout the phase-in/phase-out periods, it is essential that attention be given to minimize interruptions or delays to work in progress that would impact the mission. The contractor must plan for the transfer of work control, delineating the method for processing and assigning tasks during the phase-in/phase-out periods. The Contractor shall provide transition updates IAW Sections 5.3 and 5.5 of this SOW to ensure the government is fully informed of the transition status and any issues that may be identified during both phase-in and phase-out periods.

2.2 QUALIFIED PERSONNEL

The contractor shall provide qualified personnel that meet the required skills and qualifications as set forth in TE-3. The contractor shall ensure personnel are fully trained to meet mission requirements on day 1 of performance. Requests for qualification waivers will not be approved. Additionally, the contractor shall ensure that contractor personnel complete all mandatory annual training requirements required by the Government to maintain access to pertinent Government systems.

The contractor shall facilitate the USSOCOM WCP’s mission to provide responsive, comprehensive, standardized, and coordinated services to enrolled participants. Exceptional facilitation would provide timely, effective, and accurate screening, assessment, planning, implementation, coordination, monitoring, and evaluation in accordance with regulations and policies that is professional, compliant, responsive, and flexible to the USSOCOM WCP mission, while attending to the intent of this SOW as well as the tasks and measures. Exceptional facilitation also includes first-hand familiarity with supported organizations within the USSOCOM enterprise, which ensures coordinated holistic approaches to reintegration for RSMs into their home units and teams.

2.3 MANAGEMENT OF POSITIONS SHORTFALLS (RETENTION/FILL RATES)

HQ USSOCOM estimates a man year to be 2,080 hours. A Full Time Equivalent for this task order equates to 1,872 hours per year, plus paid leave and 11 Federal Holidays. The contractor shall ensure any absences (including leave, medical emergencies, etc) lasting more than 15 consecutive workdays are backfilled with a qualified candidate for the duration of the absence or until permanently filled. The contractor shall ensure fully qualified personnel are in place to fill vacancies IAW the Service Delivery Summary (SDS) when personnel depart this contract.

2.3.1 SURGE

Surge capacity is defined as operational requirements which require additional contractor work hours outside or in excess of normal duty hours to support operational needs or contingencies. The contractor shall ensure that surge capacity, when approved by the COR, is met by additional hours worked by Contractor personnel currently assigned to the task order, and in this case, by using compensatory time, scheduled within the established 1,872 hours per FTE as required during after-duty hours, weekends, and holidays.

2.3.2 CATASTOPHIC EVENTS SURGE

In the event of an unforeseen catastrophic event, such as but not limited to natural disasters, urgent national security events, etc., the government anticipates the need for the contractor to provide additional manpower which meet the qualifications specified in TE-3 of this SOW. In the event that surge of this type is needed, the government will execute a separate COST CLIN to fund this temporary action.

2.4 MANAGEMENT OF ISSUES

The contractor shall address all performance issues and customer complaints to ensure the requirements defined in the SOW were met successfully 100% of the time.

2.5 DELIVERABLES AND TECHNICAL EXHIBITS

All deliverables shall be delivered to the Contracting Officer Representative (COR). Acceptance of deliverables shall be performed by the COR. The COR will evaluate deliverables for completeness, correctness, and operations sufficiency of content. If the COR determines a deliverable is unacceptable, the contractor shall correct all deficiencies within the timeframe stated by the COR. The acceptability of deliverables will be reflected in the contractor’s performance evaluation.

2.6 RESUME WRITING SERVICES

The contractor shall deliver resume writing services, in electronic format, within 30 days as specified in TE-1, SDS of receipt of WCP Career Transition Team referral notification. The WCP Career Transition Team will refer service members to the contractor at the beginning of each month and service members will make initial contact, with the contractor, within 5 days of being referred and provide any required documents.

· The Career Transition Team will maintain regular contact with the contractor and service member to ensure timely completion of the resume process, cancelling requests when service members fail to make initial contact within 5 days of referral, and keeping contractors updated on any relevant changes to the service members status.

· The contractor shall provide the WCP Career Transition Team with a weekly status update, via a spreadsheet, indicating the status of each referred service members resumes.

· The contractor shall prepare and provide a professional resume in an interview ready format based on input from the Career Transition Team and the transitioning service member.

3.0 SPECIFIC REQUIREMENTS

The Contractor shall employ and utilize qualified personnel with appropriate combinations of education, training, and experience. The following paragraphs identify the following:

Key Personnel The four Lines of Effort (LOE) The specific labor categories that fall under each LOE The minimum qualifications required for each position

The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract. The Contractor shall ensure all Contractor personnel are clearly identified as such when performing contract duties to include email signature blocks, answering telephones, within voicemail, and when attending meetings.

3.0.1 PERIODIC INFORMATION PAPERS, REPORTS, PRESENTATIONS

Contractor personnel may be required to produce information papers, reports or presentations related to their specific area of subject matter expertise for publication on webpages or periodicals; and/or presentation at Government sponsored meetings, conferences, and symposia. The contractor shall facilitate the creation of resumes for those Recovering Service Members (RSM) who qualify for career transition services. All data and materials produced under the performance of this contract shall be the property of the US Government as provided for in the relevant contract clauses. Information generated through actions in support of this contract shall not be utilized by the Contractor in any forum outside of the requirements of this SOW without express written permission from the Contracting Officer (KO). The Contractor shall provide written justification to the KO requesting the release of information outside of this contract not less than 30 days prior to expected release date. The request shall include type of information to be released, intended audience, and methods to be used in safeguarding Government and protected personal information.

3.1 LINES OF EFFORT (LOE)

The Contractor will provide personnel in support of the four WCP LOEs: Recovery Care Operations, Benevolence, Career Transition, and Military Adaptive Sports.

3.1.1 RECOVERY CARE OPERATIONS (RCO) LOE

The RCO LOE facilitates the delivery of non-clinical services and advocacy support to SOF WII and families. It provides oversight and guidance ensuring compliance with public laws and DoD instructions governing the care of WII RSMs. This LOE’s goal is to enhance SOF readiness by returning RSMs to duty.

3.1.1.1 RECOVERY CARE COORDINATOR (RCC)

The RCC is the non-clinical case manager and advocates on behalf of the RSM and family by managing their individual case via the Comprehensive Recovery Plan (CRP). Responsibilities encompass the full spectrum of care, services, and benefits needed for holistic recovery of the whole person. The RCC shall perform tasks such as:

Conduct initial client needs assessment and develop/maintain the CRP.

Conduct CRP briefings with RSM’s unit leadership. Perform as liaison to local unit leadership for SOF WII under care regarding current CRP status, information, and coordination of efforts while recommending courses of action (COAs) for RSM.

Collaborate with Recovery Team members involved with the RSM/family and/or caregivers for the development and execution of the CRP.

Communicate with the service member and with the service member’s family or other during the care, recovery, and transition of the service member.

Provide information about benefits available from Federal, State, and local agencies.

Educate RSMs on proper procedures for navigating the military medical care system.

Research regulations, manuals, instructions, National Research Directory lists, and all available sources to develop comprehensive and innovative solutions to client problem sets within the DoD care domains.

Make all efforts to minimize delays and gaps in treatment and service; ensure detailed updates are made to the CRP as defined in applicable guidance and USSOCOM operational requirements.

Address needs for the family and/or caregivers as they arise.

Coordinate the transfer of an updated CRP to, and directly communicate with, appropriate personnel should the RSM be moved to a different location for care.

Close the CRP when the RSM has met all goals or declines further support and maintain all documents according to applicable USSOCOM policies.

Utilize the WCP Database to document the delivery of benefits, medical care, and non-medical care.

Conduct unit immersion briefings for newly assigned unit commanders ideally within 60-days of assignment.

Report activity with installation leadership/agencies through the Regional Lead and contract Task Manager.

Transport RSM in personal or government provided vehicles with prior approval by the Regional Operations Officer, Chief of Recovery Care Operations, or the COR.

Establish trust and build rapport with stakeholders in the warrior care process.

Effectively prioritize and utilize time management skills to meet all mandated milestone markers as defined in USSOCOM Directives and WCP Policies and Procedures.

Collaborate with community partners such as veteran organizations, Family Readiness Centers, training, and employment resources both on and off the installation to form a pool of resources to support the care of our RSMs, their families, and their caregivers.

Perform general office and administrative support functions.

3.1.1.2 REGIONAL LEAD (RL)

The Regional Leads (RL) are identified as critical positions and are responsible for all WCGS-Service contractor assignments at the regional location. The RL will have direct contact with the regional USSOCOM WCP leadership daily and will address any concerns regarding the performance of this contract. The RL shall perform tasks such as:

Maintain a modified caseload. Perform all responsibilities and tasks as an RCC as it relates to the modified case load maintained.

Supervise and coordinate the efforts of the contract support at Regional Locations.

Inform the USSOCOM WCP leadership immediately of any case or situation that could potentially require the intervention of leadership to resolve.

Ensure performance measures are meeting program standards and will report any deviation immediately to the Government.

Collect, maintain, and archive individual case management data on a monthly and annual basis for planning and reporting purposes in accordance with USSOCOM requirements utilizing the USSOCOM approved case management system.

Perform as the local senior advisor with the ability to respond to queries regarding the WCP; RCC processes, policies, and procedures.

Identify regional issues and possible solutions, and effectively communicate them to the Task Manager.

3.1.1.3 COMPLEX CASE COORDINATOR (CCC)

The CCC is a non-clinical case manager responsible for providing advocacy/support for Command Directed/High Visibility cases as assigned by the WCP leadership. These cases usually involve senior personnel and may include decedent affairs. The CCC also supports complex cases involving National Guard and Reserve personnel. The CCC shall perform tasks such as:

Assume the primary advocate role for all command directed cases.

Maintain a modified caseload. Perform all responsibilities and tasks as an RCC as it relates to the modified case load maintained.

Provide and coordinate assistance with decedent affairs including, but not limited to, funeral arrangements, obtaining death certificates, and applying for state and federal survivor benefits.

Provides advice on reserve and National Guard administrative processes related to medical care and benefits.

3.1.1.4 TRAINING COORDINATOR (TC)

The Training Coordinator (TC) is a critical position and is responsible for the DoD and USSOCOM mandated training requirements for all WCP personnel. The TC shall perform tasks such as:

· Maintain a modified caseload. Perform all responsibilities and tasks as an RCC as it relates to the modified case load maintained.

· Track completion of training as required by WCP policies and procedures. Maintain training database.

· Develop training schedules for incoming personnel.

· Coordinate training for conferences and meetings.

· Serve as a SME in the CRP process.

· Develop training that is synchronized with CRP requirements.

· Suggest edits to WCP database to ensure data is captured as directed by WCP policies and procedures.

· Provide written recommendations to Government for programmatic improvements.

3.1.1.5 OPERATIONS CASE COORDINATOR (OCC)

The Operations Case Coordinator is a critical position and is responsible for providing a qualified medical perspective, conducting client case medical reviews, and providing recommended COAs to support best possible client outcome in conjunction with Recovery Care Coordinators, Primary Care Managers, medical care providers, and Operations staff. The OCC shall perform tasks such as:

· Provide expertise in navigating the military medical system (DoD, VA, and TRICARE)

· Provide professional assistance to the RCCs to identify client’s needs for referrals to appropriate health care providers or facilities.

· Maintain documentation as required by Section SOPs, program mandates, USSOCOM Directives, and other applicable regulations, manuals, or instructions.

· Effectively prioritize and utilize time management skills to meet all mandated milestone markers as defined in applicable program SOPs, regulations, manuals, or instructions.

Perform general office and administrative support functions.

3.1.1.6 OPERATIONS SUPPORT SPECIALIST (OSS)

The Operations Support Specialist (OSS) is responsible for providing support to the RCO section by tracking and maintaining current program information on RSMs. The OSS shall perform tasks such as:

Communicate, coordinate, and liaise with disparate locations for collection of required information.

Process information into mandated databases and tracking systems.

Track casualty movement for visibility of additional support needs.

Perform operational support activities to meet mission requirements.

Produce informational products to meet government reporting or briefing needs.

Perform general office and administrative support functions.

3.1.2 BENEVOLENCE SUPPORT (BS) LOE

The BS LOE bridges gaps in support during the treatment, recovery, and reintegration processes by providing an avenue, directly to the RSM and veterans in need, for non-government goods, services, and support provided by benevolent and charitable entities. It is responsible for ensuring adherence to applicable laws and DoD policies governing gift acceptance and for vetting individuals, businesses, and non-profit organizations, to ensure compatibility with all. Serves as the point of contact and clearinghouse for organizations seeking to support SOF WII service members and veterans through charitable gifts and special events and coordinates with legal officers to develop and validate gift regulations and policies.

3.1.2.1 BENEVOLENT SUPPORT SPECIALIST (BSS)

The Benevolent Support Specialist (BSS) support coordination and execution of Benevolent Support Section activities and benevolent support development to cover medical and other needs of clients not funded by Federal or other programs. The BSS shall perform tasks such as:

Identify, research, and verify veracity of wellness and benevolent support activities and organizations suitable for use by program participants.

Develop and maintain rapport with non-Federal entities (NFE) providing support to SOF WII; assist said NFEs with vetting of external requests that are SOF-affiliated.

Assess benevolent support request validity based on parameters established by the Wounded Warrior Assistance Act, Joint Ethics Regulation (JER), USSOCOM Directives, and WCP Policies and Procedures.

Assess and prioritize client needs based on limited resources.

Analyze situational variables and leverage subject matter expertise to identify appropriate non-Federal entities to provide support within JER mandates.

Perform as liaison while skillfully interacting with, educating, and providing guidance for benevolent concerns to all stakeholders and clients in face-to-face, telephonic, and written venues.

Perform general office and administrative support functions.

3.1.2.2 EVENT PLANNER/EXECUTIVE ASSISTANT

The Event Planner/Executive Assistant works at the direction of the Chief of Benevolence. The Event Planner shall perform tasks such as:

Provide Event Planning (6-8 months) support for both virtual and in-person up to 400 attendees to include: coordinating venues, producing market research analysis, drafting event documents required for approval, drafting correspondence for attendees’ registration, coordinate internal IT support, coordinate with Benevolent organizations, set-up Audio/Visual, assist in the execution of the annual Warrior Care Program (WCP) Conference utilizing project management concepts.

Assist in the planning to include drafting or reviewing agendas, coordination of speakers/presenters and in the technical execution of bi-annual Warrior Care Program (WCP) RCC training.

Produce all required materials for the Benevolent Section, Fill in for the Benevolent Support Coordinator during times of manning shortfalls.

Collect, analyze, and report on the metrics of Benevolent activities.

Deconflict and manage the calendar for the Chief of Benevolence.

Manage wellness events and provide holiday support including making initial contact, internal write up, collecting referrals, following up post event, coordinating legal reviews, and adding data to the SharePoint.

Track and maintain current data in internal databases to include entry of all data and current reports related to benevolent support.

Perform general office and administrative support functions.

3.1.3 CAREER TRANSITION (CT) LOE

The CT LOE provides customized career transition assistance to service members who are preparing to separate or retire from the military, are enrolled in the WCP-CC, and referred for assistance. Providing support, assistance, and resources with employment and retiring opportunities, employment assistance, internship opportunities, networking, and coaching. Acts as the point of contact and clearinghouse for organization looking to support SOF WII service members and veterans with career transition services, programs, and resources. Responsible for vetting all organizations, non-profits, and business interested in working with SOF WII and ensuring adherence to all applicable laws, policies, and processes. Through partnership with both government and non-government organization the goal is to provide customized assistance and opportunities based on each service members specific needs, goals, and situation. It is responsible for ensuring adherence to applicable laws, DoDIs, DoD and USSOCOM policies governing career transition services and the WCP-CCs authority to provide additional support to SOF WII. The CT section is an additional resource for eligible service members and does not replace any DoD or Service required transition programs.

3.1.3.1 CAREER TRANSITION COORDINATOR (CT)

The Career Transition Coordinator supports Career Transition efforts by providing essential and coordinated services to clients referred to the Career Transition Team. The CTC shall perform tasks such as:

Investigate, assess, and reassess when necessary; all client cases involving career transition needs within the Recovery Care Plan. Assisting service members in the development of a customized career transition plan that can include employment or education/retraining assistance, internship opportunities, coaching, referrals to resources/programs, and networking.

Provide guidance through various stages of internship, employment, education, and retraining.

Serve as the focal point for resources pertaining to career transition information; education, retraining, employment, and internships; and coordination of career transition services.

Engage with Recovery Care Coordinators and service members within their assigned regions. Working closely with Recovery Care Coordinators to ensure the service members career transition plan in lines with their overall transition plan. Adjusting as needed.

· Work with service members, who are referred for career transition assistance, to develop a customized and comprehensive career transition plan based on the service member’s goals, interests, needs, and experience.

· Coordinate employment assistance, education/retraining assistance, internship opportunities, resume assistance, and customized referrals to resources for referred service members.

· Provide career counselling, guidance, and resources to service members to help them prepare for the transition into the private sector.

· Maintain updated files and records for each service member, following up with them during their transition process to ensure required tasks and goals are being completed. Career Transition Coordinators will open and close service member cases as needed to properly manage caseload.

· Assist in the establishment of Memorandums of Understanding (MOUs) with private sector companies and organizations to develop fellowship opportunities for service members. Including conducting initial vetting call with company point of contacts and providing vetting and MOU request form to Chief of Career Transition for approval.

· Network with private sector companies, educational institutes, and Government organizations to increase available resources, opportunities, and customized referrals for service members.

· Act as liaison in the internship development process for WCP-CC internship. Coordinating with the service member, sponsoring company, Recovery Care Coordinator, Chief of Career Transition, and the service members Command to ensure all required documentation and approval are obtained prior to the service member starting their internship. This includes but is not limited to; the MOU Statement of Agreement (SOA), and Commanders Memo (CM). The Career Transition Coordinator will review all documentation for accuracy and ensure internship follow applicable laws, regulations, instruction, and guidance. Providing the service member and company with the official approval for the internship to begin.

· Perform as liaison, while skillfully communicating and interacting both verbally and in written form with representatives from Federal and non-Federal entities to meet USSOCOM WCP-CC career transition objectives.

· Provide written recommendations to Government for programmatic improvements in Career Transition.

· Maintain organized and accurate records, both physical and digital, and updates each service members officially records within the WCP-CC Database.

· Provide Chief of Career Transition with weekly report on caseload including but not limited too new referrals, open and closed cases, active internships and those in development, and employment and education assistance.

· Perform general office and administrative support functions.

3.1.3.2 CAREER TRANSITION ASSISTANT (CTA)

The Career Transition Assistant is responsible for aiding and support to the Chief of Career Transition and the Career Transition Team. The CTA shall perform tasks such as:

Collect, analyze, and report on the metrics for Career Transition initiatives.

Provides Chief of Career Transition with assistance with maintaining, updating, and organization section policies, documents, files, spreadsheets, share drives, folders, and documentation. Manage the resume referral process through completion, manage the career transition referral process by reviewing all request forms and assigning them to the appropriate Career Transition Coordinator, maintain and manage the active fellowship check-in process for both service members and host companies, and manages the Memorandum of Understanding development process. and.

· Track and maintain internal databases, forms, and reports.

· Perform general office and administrative functions.

· Maintain organized and accurate records, both physical and digital, and update each service members officially records within the WCP-CC Database.

· Provide Chief of Career Transition with weekly report on MOU’s, referrals, resumes, and fellowship check-in (this is not all-inclusive list, reporting requirements will change to meet career transition objectives).

· Develop weekly slides for Career Transition SYNC meeting, Providing Chief of Career Transition, and team with status updates on MOUs, resumes, and check-in replies (this is not all-inclusive list, reporting requirements will change to meet career transition objectives).

· Perform general office and administrative support functions.

3.1.4 MILITARY ADAPTIVE SPORTS (MAS) LOE

The MAS LOE promotes physical and mental fitness, camaraderie, mentorship, and enhances the overall health and welfare of SOF WII through participation in adaptive sports with a focus on integrating participants back to the force whenever possible and maintaining ties with SOF Veterans.

3.1.4.1 MILITARY ADAPTIVE SPORTS EVENT PLANNER (MAS-EP)

The MAS-EP supports a rehabilitative adaptive sports participation program to meet the physical, social, cultural, emotional, and recreational needs and interests of RSMs and Veterans based on participation in adaptive sports, adaptive sports competitions, and recreational activities that promote a successful and well-balanced lifestyle. The MAS-EP is responsible for event coordination to include assistance with planning and executing, coordinating with external agencies, and logistical support. The MAS-EP shall perform tasks such as:

· Serve as the primary point of contact for USSOCOM WCP’s MAS events.

· Coordinate MAS camps, competitions, and recreational activities.

· Support the planning and execution of the annual DoD Warrior Games, Invictus Games, competition training camps, and recreational activities.

· Assist the Chief of MAS in the selection of participants for competition and recreational events.

· Identify and coordinate coaching requirements from event planning through execution.

· Coordinate with coaches to develop adaptive sport training plans.

· Identify existing adaptive sports programs and resources within communities to support RSMs and Veterans in their recovery and rehabilitation.

· Make procurement recommendations for adaptive sports equipment and supplies.

· Understand adaptive sports classifications and be able to group athletes based on injury or disability.

· Provide recommendations on all classification-related topics and issues.

· Support the strategic planning and development of USSOCOM WCP MAS initiatives and goals and recommend COAs for RSM and Veteran increased program benefit and participation.

· Transport RSMs in personal or government provided vehicles with prior approval by the USSOCOM WCP MAS Chief, Resource Advisor, or the COR/ACOR.

· Attend MAS camps, competitions, and/or recreational activities for on-site operational and logistical support with prior approval by the USSOCOM WCP MAS Chief, Resource Advisor, or the COR/ACOR.

· Perform general office and administrative support functions.

3.1.4.2 MILITARY ADAPTIVE SPORTS PERSONNEL COORDINATOR (MAS-PC)

The MAS-PC supports a rehabilitative adaptive sports participation program to meet the physical, social, cultural, emotional, and recreational needs and interests of RSMs and Veterans based on participation in adaptive sports, adaptive sports competitions, and recreational activities that promote a successful and well-balanced lifestyle. The MAS-PC is responsible the recruiting and retention of personnel participating in adaptive sports. The MAS-E shall perform tasks such as:

· Develop a recruiting strategy to maximize participation in USSOCOM WCP MAS camps, competitions, and recreational activities.

· Coordinate with RCCs to identify potential MAS participants.

· Create marketing materials and execute a communication strategic plan using multi-platform media (examples: face-2-face, telephonic, electronic formats, written formats, newsletters, resource guides) in support of recruiting efforts.

· Coordinate with the BS for all benevolence support requirements.

· Assist the Chief of MAS in the selection of participants for competition and recreational events.

· Support the strategic planning and development of USSOCOM WCP MAS initiatives and goals and recommend COAs for RSM and Veteran increased program benefit and participation.

· Support the planning and execution of the annual DoD Warrior Games, Invictus Games, competition training camps, and recreational activities.

· Transport RSMs in personal or government provided vehicles with prior approval by the USSOCOM WCP MAS Chief, Resource Advisor, or the COR/ACOR.

· Attend MAS camps, competitions, and/or recreational activities for on-site operational and logistical support with prior approval by the USSOCOM WCP MAS Chief, Resource Advisor, or the COR/ACOR.

· Perform general office and administrative support functions.

3.2 LOCATION AND HOURS OF WORK

The contractor shall perform services under this contract at the location identified on the attached Technical Exhibits. Alternate work locations may be allowed if coordinated with and approved by the COR. Core business hours are from 0900 to 1500 daily. Contractors and Government representatives shall establish 8-hour workday schedules that require Contractor personnel to be present during core business hours. Operations may require contractor personnel to work more than an 8-hour workday. For additional information on surge requirements, see Section 2.3.1.

3.3 TRAINING COORDINATION

3.3.1 MASTER TRAINING PLAN

The contractor shall develop a master training plan outlining initiatives and submit to the COR no later than 30 calendar days of contract award date. The master training plan shall clearly identify how the contractor shall conduct sustainment training to ensure standards are achieved and maintained for all WCP personnel, both government and contract staff, and define the training program of instruction (POI) for newly assigned personnel. In addition, the training plan shall outline a method or criteria to identify staff who require further training to maintain compliance and quality standards.

3.3.2 ANNUAL TRAINING PLAN

The contractor shall develop an annual training plan based on training needs assessments which include noted deficiencies, changes to policy, and feedback from WCP staff to be delivered at the annual WCP conference and semi-annual RCC training. Upon conference and training approval notification from the COR, the contractor shall coordinate the site and hotel selection through the USSOCOM WCP Director for execution. The contractor may travel to projected venues as required.

The contractor shall develop an attendee list; provide information to attendees concerning lodging, transportation, and schedule; prepare event materials (course booklets) using Government provided equipment and supplies; arrange for setup of the classroom and meeting spaces; develop sign in rosters; distribute and collect course evaluation forms and attendee training materials; and coordinate the availability of Government provided audiovisual equipment (such as laptop, projector and microphone) for the annual training event.

In addition, the contractor shall develop a training event agenda, welcome letter, and information packet for the annual training event detailing the itinerary concerning breaks, time periods of the sessions, lunchtime, session topics, and designated instructor for the class and/or guest speaker(s). The contractor shall coordinate the development of each training event agenda with the COR or designated instructor as appropriate. The finalized documents, to include the annual training event agenda, welcome letters, and the information packet shall be provided to the COR electronically NLT 30 days prior to event execution. Once a training event agenda is approved by the COR, the contractor shall provide a copy of the agenda to the designated instructor(s).

3.3.3 ONBOARDING TRAINING

The contractor shall create and utilize a POI consisting of DoD standardized core training and program requirements for all WCP personnel, both government and contract staff. Training will be conducted within 30 days of new personnel start date. All onboard training will be conducted at WCP Headquarters in Tampa, FL, unless otherwise approved.

3.3.4 TRAINING MATERIALS

The contractor shall create, update, and deliver training materials to USSOCOM WCP leadership for approval before use. Training materials will be stored in government approved computer systems.

3.3.5 TRAINING CRITIQUES

At the end of each class/training, the contractor shall administer a student survey critique (format to be at contractor discretion) and encourage feedback from training attendees. The contractor shall use the results and other relevant training observations and/or assessments to modify training initiatives based on the feedback. The contractor shall provide a summary of the findings in the MSR.

3.4 ADMINISTRATIVE AND OUTREACH SUPPORT

3.4.1 POPULATION SURVEY

It is the Government’s intent to have an 80% satisfaction rate for the USSOCOM WCP participants; to determine customer satisfaction and service effectiveness, contractor will distribute surveys based on type of service provided (Section specific) and IAW Section and USSOCOM WCP SOPs. Some surveys are event driven, while others are based on population samples. Contractor shall consolidate responses, calculate satisfaction rates, and provide both to the Government. Contractor shall utilize results found in Section surveys and issue a survey analysis, providing recommendations to the COR to update the existing SOP for improving business processes and health outcomes for RSMs. The recommendations shall be included in the January, April, July, and October MSRs. Government will identify any areas of concern and work with appropriate staff and contract Subject Matter Experts (SMEs) to develop necessary action plans to address program deficiencies.

3.5 OUTREACH

The purpose of outreach is to educate and identify potential RSMs in the units and community that may qualify for USSOCOM WCP. The contractor shall coordinate and conduct outreach with supported units, local community, and Government agencies (e.g., courts, churches, other military services, Retirement Service Offices, Veterans Administration, etc.) as needed to ensure delivery of services. At these outreach events, the contractor shall distribute Government provided marketing resources and provide the USSOCOM WCP overview brief. The outreach event(s) historically last about one hour. Outreach events will be identified by the Government; contractor-recommended outreach events shall be submitted to and approved by the Government. The contractor shall submit an itinerary forty-eight hours before the event and after the event, the contractor shall submit an after-action report (AAR) to the USSOCOM WCP Database NLT five working days using the appropriate template in the USSOCOM WCP SOP.

The contractor shall facilitate USSOCOM WCP organizational efforts to build the program’s credibility with service members, families, and within the VA, MTFs, and Veterans Service Organizations (VSOs) through network development through execution of RSMs’ CRP. The contractor shall facilitate the development of USSOCOM WCP partnerships with the National Guard, Army Reserve, not-for-profit organizations, and other state and local organizations through network development, all IAW the USSOCOM WCP SOP as related to section responsibilities.

The contractor shall coordinate with local and state resources, including referral(s) to Governmental and non-Governmental agencies, state and local services and agencies, as appropriate, at the location where the RSM and family will reside.

The contractor shall collaborate with community partners on and off the military installation nearest to the places of performance detailed in TE-3 to form a new pool of resources.

4.0 PERSONNEL AND MINIMUM SKILL REQUIREMENTS

The contactor is responsible for ensuring all personnel meet the qualifications listed in TE-3 – Skills and Qualifications. The contractor is responsible for ensuring all personnel are assigned and embedded in the support locations identified in TE-3, with the current DoD clearance level specified by TE-3, at day one of the Period of Performance.

4.1 KEY PERSONNEL

In accordance with SOFARS clause, 5652.237-9001 Key Personnel Requirements (2003) the following positions are considered Key Personnel, and a resume must be provided to the Contracting Officer when requested. The Task Manager and Quality Control Specialist are separate positions and not considered an additional duty.

The following two (2) personnel are considered key personnel and will be located at the government site in Tampa, FL.

ER4.1.1 TASK MANAGER (TM)

The Task Manager (TM) is identified as key personnel and is responsible for all WCGS-Service contractor assignments. The TM will have direct contact with the USSOCOM WCP leadership at the HQ daily and will address any concerns regarding the performance of this contract. The TM shall perform tasks such as:

· Ensure all deliverables, Section 4.0 are submitted to the COR.

· Supervise and coordinate the efforts of contract support at all locations.

· Inform the COR and USSOCOM WCP Deputy Director of any vacancies immediately upon learning of the situation and take action to ensure any open position is filled by a fully qualified person in accordance with the PRS. In addition, within 5 working days of vacancy the Contractor shall provide a gap analysis and contingency plan for workload distribution during vacancies.

· Ensure performance measures are meeting program standards and will report any deviation immediately to the Government.

4.1.2 QUALITY CONTROL SPECIALIST (QCS)

The Quality Control Specialist (QCS) is identified as key personnel and is responsible for the quality of case management services provided. The QCS shall perform tasks such as:

Maintain a modified caseload. Perform all responsibilities and tasks as an RCC as it relates to the modified case load maintained.

Serve as a SME in the CRP process.

Perform data quality checks for all data entered the WCP database. Evaluate entries for accuracy, timeliness, and format.

Conduct routine audits and review CRPs to determine quality of services provided to RSMs; check for proper procedures and development of thorough needs assessment; identify any gaps and intervene as necessary to expedite positive outcomes.

Coordinate with the Training Coordinator to develop specific training for any identified trends.

Conduct Site Assist Visits (SAV) to ensure compliance with current laws, policies, and procedures. SAVs can be conducted in-person or virtually.

Identify problems in the data using trend analysis and recommend solutions to WCP leadership.

Develop protocols for creating cases, making edits and suggest improvements to current methods for entering data.

Provide written recommendations to Government for programmatic improvements.

5.0 DELIVERABLES

The contractor shall produce and deliver the following deliverables related to the requirements identified in Section 3.0.

5.1 MONTHLY REPORTS

5.1.1 The contractor shall submit a Monthly Status Report (MSR) in a format agreed upon by the COR and Contractor (see TE-2 for template) NLT the 15th of calendar day of each month. At minimum, each monthly report shall include:

· The Contractor Name, Contract Number, Project Name, and the applicable month and year of the report

· An overall contract summary identifying the current state of the requirement

· Manpower Status which includes:

· Total number of contract personnel required

· Total number of personnel on task

· Total number of CAC’s returned

· Major actions/events conducted during the month

· Projected major actions/event for the following month

· Current or projected difficulties/concerns

· Recommendations for improvement

· Chart depicting contract funding which includes, by CLIN:

· Total Funding

· Amount Obligated

· Amount Expended

· CLIN Balance

· Chart depicting anticipated expenditures for the following month

5.1.2 In addition to the above required information, that contractor shall also include activities of those assigned to the project, problems encountered, actual or recommended corrective action, results from quality control inspections conducted by the contractor, and workload performed during the previous month. The contractor shall report the areas identified in TE-3, Performance Locations, and the following items:

· Describe problems encountered; if none, so state

· Actual or recommended corrective action; if none, so state

· Turnover rate for the month and cumulative turnover rate

· Results from customer satisfaction surveys

· Training completed by contractor and subcontractor personnel (i.e., Insider Threat training)

· Quality Control Inspection reporting which includes:

· Results from quality control inspections conducted by the contractor. Results shall clearly identify the population size, sample size, and standards

· The area of the contract inspected

· Evaluation method (i.e., random sampling, 100% inspection), sampled population, standard, and whether the standard was met

· If standard was not met, provide detailed explanation of corrective measure taken to resolve

· Caseload performed during the month per FTE

5.2 QUARTERLY REPORT

The Contractor shall submit a quarterly report in accordance with CDRL A001.

5.3 PHASE-IN TRANSITION REPORT

The Contractor shall provide up-to-date availability of all administrative and functional transition activities while clearly articulating any impact on Government schedules. This report shall be provided weekly until all transition actions have been completed. At a minimum, the transition report shall include the following information:

· Status of CAC issuance for onboarding personnel

· Status of security clearance and availability for SCI read-ons.

· Status for new hire personnel

· Number of new hire personnel

· Timeline for arrival in local area

· Timeline for availability on task

· Status of coordination for task turnover

5.5 PHASE-OUT TRANSITION REPORT

5.5.1 The Contractor shall provide a phase-out report to the COR no less than 45-days prior to end of the performance period. At a minimum, this report shall include the following information:

· Status of electronic continuity resource per position

· Status of ongoing tasks to be transitioned, to include remaining actions and highlighting critical items to be accomplished during transition.

· Status of funds remaining, to include outstanding invoices to be submitted.

· Status of hours remaining per position, to include projected hours during transition.

5.5.2 The Contractor shall provide a final phase-out report to the COR and Contracting Officer no less than 30-days after the end of performance. At a minimum, this report shall include the following information:

· Status of CAC turn-in

· Status of clearance read-off.

· Status of final invoice submission in WAWF

· Status of funds remaining on task order for de-obligation

5.7 CONTRACTOR MANPOWER REPORTING (CMR)

The contractor shall report ALL contractor labor hours (including tier 1 subcontractor labor hours) required for performance of services provided under this contract via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: https://www.sam.gov/SAM/. Reporting inputs will be for the labor executed during each government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Quick start guide for service contract reporting can be found at the following web address: https://www.sam.gov/SAM/transcript/SCR_QSG.pdf.

5.8 QUALITY CONTROL PLAN

The contractor shall have an established effective quality control program to ensure services are performed in accordance with contract requirements. The contractor’s quality control program is how it ensures that work performed complies with the requirement of the contract. The contractor shall develop and implement a comprehensive written Quality Control Plan (QCP) specific to this contract that addresses processes and procedures implemented to ensure performance meets all requirements of the contract. Within 30 calendar days of contract award, the contractor shall submit its comprehensive written QCP to the COR for review. Any changes to the QCP during the contract shall be submitted to the COR for approval within five working days of the proposed change. The QCP shall contain as a minimum:

· Contract and contract number.

· Description of processes and controls used to verify acceptable performance.

· Contractor developed metrics used to verify performance level of each contract objective.

· The metrics will be reported as a quantitative value (%, >, <, etc.) and the definition and numerical figures used to calculate the % or reportable outcome; and

· The contract objectives, associated standards, metrics, and quantitative values for each metric shall be reported in the monthly status report (MSR) that clearly identifies the monthly performance level against each contract objectives.

6.0 SERVICE DELIVERY SUMMARY

Performance assessments will be provided to the Contracting Officer (KO) by the Contracting Officer Representative (COR). Meeting or not meeting the thresholds identified in Attachment 1 – SDS will be the basis of that performance evaluation.

6.1 QUALITY ASSURANCE SURVEILLANCE PLAN

Performance assessments will be provided to the COR. The Government will evaluate the contractor’s performance under this contract in accordance with the quality assurance surveillance plan (QASP). This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

7.0 GOVERNMENT FURNISHED PROPERTY/SPACE

The…