1.1.3 - DRAFT PWS CNRJ Dispatch.docx

Commander Naval Region Japan (CNRJ), N37 Emergency Management Program Performance Work Statement (PWS) - Dispatcher Services

PERFORMANCE WORK STATEMENT

DISPATCHER SERVICES

1. Description of Services / Introduction:

As an Echelon 3 organization under Commander, Navy Installations Command (CNIC), Commander, Navy Region Japan (CNRJ) operates a Regional Dispatch Center (RDC) which provides a central location whereby emergency calls for assistance and alarms are received and answered by skilled dispatchers in a prompt and courteous manner. The RDC provides quality, professional and competent public safety services. It serves as the primary dispatch facility for all Fire, Emergency Medical Service (EMS) and Law Enforcement assets. 911 calls are received from various sources within the military communities that operate within CNRJ. RDC is staffed 24 hours a day, 365 days a year.

2. Purpose:

The purpose of this Performance Work Statement (PWS) is to provide detail on the services required to sustain one (1) continuous (24/7) emergency services dispatcher staffing to the RDC under the N37 Emergency Management Department within CNRJ. In addition to the tasks specified below, the contractor will provide reports to the RDC Manager on training, overall manning and scheduling of contract dispatchers.

3. Specific Task Explanation:

3.1 Emergency Services Dispatcher

Provide continuous 24/7, on-site support.

Contractor receives emergency and non-emergency requests directly from customers by telephone, mobile radio, mobile data computers or automatic alarms. Based on the nature of the emergency, determines the response agency and services to be rendered in accordance with established guidelines. Obtains essential information and dispatches the correct emergency response units. Communicates via radio with responding personnel to pass pertinent information regarding hazards that may be present at the emergency scene and obtains additional assets if requested by the Incident Commander. Maintains constant coordination with first responders on the scene of the emergency to include fire, security and medical supervisors, and other Installation/Emergency Operations Centers as well as the Region Operations Center. May be involved with the emergency until official termination of the incident. Receives and responds to inquiries for sensitive law enforcement information from the Consolidated Law Enforcement Operations Center (CLEOC) system.

The contractor operates a variety of communications equipment such as Computer Aided Dispatch (CAD), emergency radios, Enhanced-911 (E-911) Enterprise Land Mobile Radio (ELMR), telephones, and computers with general and specialized software common to the dispatching occupation. Responsible for proper radio communication necessary to ensure accurate dispatch and effective coordination of emergency response units.

A. Specific duties and responsibilities include, but are not limited to:

1) Dispatching

a) Receives, analyzes, and disseminates information from an unlimited number of contacts for many purposes, including but not limited to calls of distress, requests for non-emergency assistance, informational inquiries, official notifications, and administrative communications.

b) Screens incoming communications and prioritizes emergency/non-emergency calls and situations. Makes immediate decisions based on established standard operating procedures during emergency situations regarding initial deployment of personnel, equipment, deployment location, and monitors the activity of personnel in the field. Assists field supervisors in coordinating adequate responses to incidents in progress.

c) Provides appropriate post-dispatch and pre-arrival instructions and maintains knowledge of all response resources available, sometimes in a widely dispersed environment. Dispatches numerous and dissimilar emergency response assets including fire apparatus, ambulances, police units, boat patrols, K-9, and Explosive Ordnance Detachments.

d) Maintains communications with on-duty Public Safety personnel in accordance with established procedures, informs them of duty changes, irregularities, and other information. The incumbent dispatches patrols for routine assignments ensuring patrols are accomplished within established guidelines and properly documented in official records.

e) Conducts daily and weekly operations checks of all equipment, systems, and peripheral items assigned to the RDC operational checks of communications and telephone equipment and notes discrepancies in accordance with established procedures. Identifies equipment malfunctions and implements established procedures to correct minor problems. Communicates equipment problems to the shift supervisor or the appropriate equipment-servicing representatives. Creates and submits service requests for inoperable or malfunctioning equipment or systems.

f) May perform emergency recall notifications to various key personnel dependent on nature of the emergency.

g) In the event that the RDC has to shift operations to an alternate location for continuity of operations (COOP), the incumbent may be required to operate alternate dispatch, radio, phone, and alarm equipment to sustain dispatch operations.

2) Emergency Medical Dispatch (EMD) Services.

a) Must be certified in accordance with US national standards and established protocols to perform EMD services to callers with medical emergencies.

b) Verifies the location and call back number for a medical patient and determines the severity of the emergency situation using EMD checklists.

c) Determines the significant facts relating to the victim, including the chief complaint, age, and status of consciousness and breathing.

d) Utilizes EMD pre-arrival instructions to instruct callers in a variety of emergency first aid techniques including but not limited to Cardiopulmonary Resuscitation (CPR), the Heimlich maneuver, opening an airway, controlling breathing, controlling bleeding, emergency childbirth, etc.

e) Maintains continuous contact with the caller (when appropriate) during emergency situations and provides instructions regarding what to do, or not to do, prior to the arrival of emergency responders.

3) Alarm Monitoring.

a) Utilize Computer Aided Dispatch (CAD) to monitor access and intrusions into security areas, recall logged events, track and relay information on emergency responses. Update Pre-Planned Response (PPR) actions and checklists as required.

b) Supports and validates operational tests of fire and security alarm systems, which report remotely to the Dispatch Center.

c) May receive alarm reports from private agencies monitoring alarms in buildings for tenant activities, dispatches appropriate emergency response personnel as required.

4) Contractor may be required to relocate to Emergency Relocations Sites (ERS) in the event the primary location becomes untenable and as part of a Continuity Of Operations (COOP) relocation. ERS for this function are aboard Commander Fleet Activities Yokosuka.

5) Administrative.

a) Maintains logs, forms and status of security and fire personnel on duty and available using the CAD system.

b) Tracks location of assigned units, alarm testing in progress, and status of emergency responses.

c) Maintains and updates recall information as required.

d) Contractor staff must clean and sanitize their work stations and surrounding areas at the conclusion of each shift, prior to turning over to the next shift.

e) Contractor must conduct a formal turnover of duties, at the RDC work station, to their replacement at the conclusion of their shift prior to departing the RDC.

6) General requirements.

a) Contractor must stay in or around the RDC and adjacent bathroom facilities, and are not permitted to leave the RDC while on shift. Meal breaks are the responsibility of the contractor to cover and schedule around in order to ensure full coverage 24/7.

b) During emergencies, employees may be required to work long periods without breaks.

c) Support Other Dispatchers. All dispatchers are mutually supportive, assisting each other during emergent situations where communications may exceed their individual capability (e.g. answer phone calls, dispatching resources, assist in making basic notifications, answering calls during bathroom breaks, and covering meal breaks).

d) Contractor must have color vision adequate to distinguish between green, red, and yellow lights on alarm and equipment control panels and to read information from a multi-colored computer screen.

e) Contractor must be able to write and speak English clearly and distinctly so that they are easily understood over the telephone and radio and documentation is easily readable.

f) Contractor must be able to clearly hear conversations over the phone, radio and telephone-operator headsets regardless of the age or sex of the caller and to distinguish between different audible alarm tones used in dispatch.

g) Contractor may use hearing correction devices to augment their natural hearing in order to meet the requirements listed.

h) Follow local Security procedures and support USN Information Assurance (IA) requirements to ensure the security and integrity of the ROC as per directive and instruction.

i) Comply with all regulations and policy governing secure communications equipment and procedures, including but not limited to Personally Identifiable Information (PII), and information protected under the Health Insurance Portability and Accountability Act (HIPAA).

7) Other Requirements.

a) All personnel must be a U.S. Citizen and possess a SECRET security clearance.

b) One (1) dispatch personnel are expected to maintain a continuous (24/7) presence regardless of weather conditions.

c) Contractor is required to be trained as a telecommunicator, certified in CPR and Emergency Medical Dispatch. Training and costs shall be consistent with the online training courses for Association of Public-Safety Communications Officials (APCO) Prior to first day of training in the RDC, the contractors must have completed CPR certification, and completed FEMA Independent Study (IS) courses including IS-100, IS-200). Additional FEMA IS training (e.g. FEMA IS-5, IS-907) may be conducted during working hours by the dispatchers as time and taskings allow.

d) Contractor is required to successfully complete the Commander, Navy Region Japan Dispatch Center Training Program within 3 months of reporting aboard to include On-The-Job Training (OJT).

e) Contractor’s local representative will communicate with the RDC Manager as the primary CNRJ Technical Point Of Contact (TPOC).

f) The Regional N37 will serve as the Government representative responsible for performance evaluation in accordance with the PWS

g) Contractor Personnel should possess the following Professional Qualities:

· Ability to work as part of a multi-disciplinary team and provide insight and opinions to the Government led team,

· Professionalism, personal initiative and demonstrated good judgment,

· Outstanding organizational skills, attention-to-detail and the ability to prioritize, meet deadlines and work under constant pressure,

· Skill in applying complex fact-finding, analytical, and problem-solving methods and techniques,

· A high-level of ability in interpersonal relations and persuasiveness to gain acceptance of ideas and proposals and maintain a harmonious workplace,

· Skill in written and oral communications sufficient to prepare and present findings and recommendations, develop and present briefings/training, and prepare technical reports.

· Ability to multi-task to work simultaneous projects.

· Ability to communicate and brief senior Government Officials in a clear and concise manner.

4. Quality Assurance Surveillance Plan (QASP)

95(2014), NFPA 1221, Dispatch Center SOPs.

95(2014), NFPA 1221, Dispatch Center SOPs.

95(2014), NFPA 1221, Dispatch Center SOPs.

95(2014), NFPA 1221, Dispatch Center SOPs.

5. Deliverables:

Dispatching services performance goals are established with the threshold below and in accordance with NFPA 1061, Standard for Public Safety Telecommunications Personnel Professional Qualifications. Quantity and frequency of dispatching services provided will vary based on incoming customer demand for emergency services.

Contractor shall provide outputs associated with the tasking listed below to include, but not limited to, MS power point briefings, MS Word documents and reports, MS Excel spreadsheets, MS Access databases, C4I Suite / SharePoint products, and emails. Specific deliverables is listed within section 3, and general required deliverables under this PWS include:

6. Personnel Security Requirements:

Contractor personnel performing under this contract will be U.S. Citizens and ARE required to possess a current, valid SECRET clearance.

Work under this PWS is classified:

7. Hours of Operations:

The customer’s hours of operation are 24/7/365.

8. Government Furnished Property, Material, and Services:

The Government will furnish necessary workspace for all required Contractor personnel providing service on this PWS in section 3 to include desk space, telephones, computers, radios, administrative supplies/sanitation, cleaning supplies, and other items necessary to operate a dispatch center.

9. Place of Performance:

Support by the contractor for this task will be provided on site at Commander, Fleet Activities Yokosuka. This task cannot be completed remotely. The contractor will provide monthly reports and briefs to the COR located at the same location.

10. Recommended knowledge, experience, and skills:

In addition to the requirements for US citizenship, and possession of a valid SECRET security clearance, ideal candidates to perform this contract include the following recommended knowledge, skills, and experience:

A. Knowledge of standard USA dispatching procedures and protocols, including the National Incident Management Systems (NIMS) and Incident Command System (ICS). Knowledge of DoW or DON dispatching is ideal.

B. Knowledge of DoW or DON operations, organization, customs and courtesies is ideal.

C. Skill in working harmoniously with others in a hectic enclosed workspace is ideal.

D. Experience working in a fast paced, multi-cultural, emergency response or support organization is ideal.