FBO_PWS_HelplineContract_2016.pdf

Military Helpline and Call Center Contract

1. Background

1.1. The Oregon National Guard (ORNG) has experienced the highest Soldier and Airman deployment rate since World War II due to the Global War on Terrorism. The high deployment rate is expected to continue into the future. The deployments create great emotional stress on service members and their families.

1.2. The ORNG is engaging in an effort to provide service members, veterans, and their families a 24-hour Military Helpline and Call Center offering crisis intervention, service referral, and other assistance as required.

2. Organization

The Oregon National Guard is a force of approximately 8,800. This contract will cover an estimated client population of 17,028 men and women serving the State of Oregon, the United States of

America and their families. (We are using a factor of 1.98 per service member to estimate the total client population that includes families and retirees.) The National Guard is a reserve component of the United States Army and Air Force with both a state and federal mission. The federal mission is to maintain properly trained and equipped units, available for prompt mobilization for war, national emergency, or as otherwise needed. Federally, Oregon National Guard units continue to be mobilized in support of the Global War on Terrorism. At the state level, the governor has the authority, under the Constitution of the State of Oregon, to call up members of the National Guard in time of state domestic emergencies or in time of need.

3. Objectives

3.1. The contractor shall establish and operate a dedicated, toll-free, 24-hour/7 days a week Military

Helpline and Call Center for service members, veterans, and their families. The helpline will provide crisis intervention, service referral, and other assistance as required.

3.2. Contract performance standards are delineated in the Performance Standards/Service Delivery

Summary and Quality Assurance Surveillance Plan (QASP) which are incorporated as part of this PWS.

4. Requirements/Tasks

4.1. The contractor shall perform the following tasks in support of Objective 3.1:

4.1.1. Provide a dedicated toll free Military Helpline and Call Center number.

4.1.2. Provide callers 24-hour immediate crisis assistance. Connect callers to real time services as appropriate including suicide intervention with Duty To Warn categories as detailed in Attachment 3.

4.1.3. Referrals for resources will be redirected to the Oregon National Guard with a daily report within twenty four hours of caller contacting the Military Helpline.

4.1.4. Provide sufficient staff members to operate the Military Helpline. Ensure callers do not receive a busy signal, all calls are answered within three rings, and callers are not placed on hold.

4.1.5. Provide sufficient staff members to operate telephone line immediately addressing all crisis situations.

4.1.6. Provide at least one crisis line trained military combat veteran available in person or through telephone transfer for referrals at all times.

4.1.7. Collect caller information as detailed in Attachment 1 directing callers that follow up will occur from the Oregon National Guard within one business day. Helpline will follow up with caller to verify contact has been made by Oregon National Guard staff.

4.1.8. Submit an electronic report daily referral report providing the data in the format outlined in Attachment 1, or an approved alternate report in a secure data format.

4.1.9. Submit an electronic monthly summary providing the data in the format outlined in

Attachment 2 or an approved alternate report in a secure data format.

5. Delivery/Performance Schedule

Task Deliverable Delivery Schedule

4.1.1 Helpline Telephone Number Helpline is operational within 10 days of contract

Notice to Proceed.

4.1.2

4.1.3

4.1.4

4.1.5

4.1.6

4.1.7

Helpline Operation Operational within 10 days of contract.

4.1.8 Helpline Daily Report Due every 24 hours.

4.1.9

Helpline Monthly Report Due by 15th of following month.

6. Contracting Officer’s Representative

A primary and alternate Contracting Officer’s Representative (COR) will be appointed for inspection and, when appropriate, acceptance of deliverables under this program, work statement, and any resulting contract or modification. COR duties will be assigned and defined by the Government Contracting

Officer at time of appointment.

7. Period of Performance

The period of performance for the base contract period is one year (12 months) projected from contract award date, tentatively scheduled to be September 16, 2016 to September 15, 2018. The Government desires a priced option to extend the period of performance for one additional contract performance periods. The additional option periods, if exercised, will have a performance period of one year (12

Months) per option year for a total possible contract length of two years.

8. Security and Access to Government Facilities

The contract will not have access to government facilities or office space. Work performed in support of this PWS is UNCLASSIFIED. The contractor shall comply with all applicable Department of Defense

(DoD) security regulations and procedures during the performance. The contractor shall not disclose and must safeguard procurement sensitive information, computer systems and data, Privacy Act data, and

Government personnel work products that are obtained or generated in the performance of the PWS tasks and responsibilities.

9. Performance Standards/Service Delivery Summary

Task/Service Performance Standard Acceptable Quality Level

(AQL)

Method/Frequency

Helpline Telephone

Number

Technical specification

4.1.1

Operational 24 hours per day, 7 days per week 100% of the time.

Inspection/Random

Helpline Operation Technical specification

4.1.2

4.1.3

4.1.4

Operational 24 hours per day, 7 days per week 100% of the time.

Provide 24-hour immediate crisis assistance as required

100% of the time.

Connect callers to real time services as appropriate 100% of the time, including crisis intervention and suicide intervention.

100% of referrals to ORNG staff only occur within twenty four hours of call received.

Ensure callers do not receive a busy signal, all calls are answered within three rings, Inspection/Random

Task/Service Performance Standard Acceptable Quality Level

(AQL)

Method/Frequency

4.1.5

4.1.6

4.1.7 and callers are not placed on hold 100% of time.

Provide at least one crisis line trained person available in person or by telephone transfer

Provide at least one crisis line trained military combat veteran available in person or by telephone transfer for referrals

Follow-up with callers that provide contact information within 48 to 72 hours after receipt of a call to verify

Oregon National Guard has made contact 100% of the time.

Helpline Daily Report Technical specification

4.1.8

All data accurately provided within 24 hours following the call 100% of time.

Inspection/Monthly

Submission

Helpline Monthly

Report

4.1.9 All data accurately provided on

a monthly summary 100% of the time.

Inspection/Completion of Task

10. Contractor Minimum Qualifications

Provide documentation showing at least three years of experience operating a crisis helpline providing intervention and referral services.

Accreditation/certification by one of the following organizations or approved alternate:

o American Association of Suicidology. http://www.suicidology.org/web/guest/home.

o Appropriate Commission on Accreditation of Rehabilitation Facilities (CARF) accreditation.

http://www.carf.org/home/ o International Critical Incident Stress Foundation Emergency Services Certification.

http://www.icisf.org/ http://www.suicidology.org/web/guest/home http://www.carf.org/home/ http://www.icisf.org/

This information must be presented to the COR after contract award and prior to commencement of work. If these qualifications are not available when the tasks are initiated, the contract will be terminated for the convenience of the government.

11. Manpower reporting requirements

The Office of the Assistant Secretary of the Army (Manpower &Reserve Affairs) operates and maintains a secure Army data collection site where the contractor will report ALL contractor manpower (including subcontractor manpower) required for performance of this contract. The contractor is required to completely fill in all the information in the format using the following web address

“https://contractormanpower.army.pentagon.mil. The required information includes:

1.1.1. Contracting Office, Contracting Officer, Contracting Officer’s Technical Representative;

1.1.2. Contract number, including task and delivery order number;

1.1.3. Beginning and ending dates covered by reporting period;

1.1.4. Contractor name, address, phone number, e-mail address, identity of contractor

1.1.5. Employee entering data;

1.1.6. Estimated direct labor hours (including sub-contractor);

1.1.7. Estimated direct labor dollars paid this reporting period (including sub-contractor);

1.1.8. Total payments (including subcontractor);

1.1.9. Predominant Federal Service Code (FSC) reflecting services provided by contractor (and separate predominant FSC for each sub-contractor if different);

1.1.10. Organizational title associated with the Unit Identification Code (UIC) for the Army

Requiring Activity (the Army Requiring Activity is responsible for providing the contractor with its UIC for the purposes of reporting this information);

1.1.11. Locations where contractor and sub-contractors perform the work (specified by zip code in the United States and nearest City, Country, when in an overseas location, using standardized nomenclature provided on website);

1.1.12. Presence of deployment or contingency contract language, and,

1.1.13. Number of contractor and sub-contractor employees deployed in theater this reporting period (by country). As part of its submission, the contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement. Reporting period will be the period of performance not to exceed 12 months ending September 30 of each government fiscal year and must be reported by 31 October of each calendar year.

https://contractormanpower.army.pentagon.mil/