EEC_PWS_2018.pdf

Performance Work Statement (PWS) Oregon Service Member and Family Employment and

Education Program FY18

Vision Statement 1 Introduction

1.1 Mission

1.2 Scope

2 General Requirements

2.1 Non-Personal Services

2.2 Business Relations

2.3 Contract Administration and Management

2.3.1 Contract Management

2.3.2 Contract Administration

2.3.3 Personnel Administration

2.3.4 Removal of Personnel

2.3.5 Employment and Staffing

2.3.6 Contractor Employee Qualifications

2.3.6.1 Qualifications Requirements

2.3.7 Exempt Professional Employees

2.3.8 Combating Trafficking in Persons

2.3.9 Contractors responsibility

2.3.10 Monthly Hour / Expense Reporting

2.4 Subcontract Management

2.5 Contractor Personnel, Disciplines, and Specialties

2.6 Hours of Work

2.6.1 Facility Closures

2.7 Travel / Temporary Duty (TDY)

3 Performance Requirements

3.1 Develop and utilize a tracking system, client record, and a summary report for clients

3.2 The Contractor shall identify client employability status and develop individualized plan to strengthen the individual’s career and employment opportunities

3.3 The Contractor shall identify client educational needs to develop an individualized plan to strengthen the individual’s education and career path

3.4 Advertising Employment and Education Outreach efforts

3.5 The Contractor shall perform the following in support of Task: 3.1, 3.2, and 3.3.

3.6 Centralized Reporting and Collaboration Tool

3.6.1 Centralized Collaboration Tool Performance Requirements 4 Special Requirements

4.1 Security and Safety

4.1.1 Safety

4.1.2 Confidentiality

4.1.3 Personal Information

4.1.4 Identification of Contractor Employees……………………………………………..

4.2 Transition

4.3 Government Furnished Materials

4.4 Quality

4.4.1 Quality Control

4.4.2 Data Rights

4.4.3 Quality Assurance Surveillance Plan (QASP)

4.5 Contractor Manpower Reporting Application (CMRA)……………………………… 5 Deliverables 6 Related Documents

Performance Work Statement (PWS) Oregon Service Member and Family Employment and Education Program FY19

Vision Statement

The Oregon Employment and Education Outreach Program functions to assist Reserve Component Service Members, Veterans, and their Families with employment and educational needs.

1 Introduction In general, the contractor shall be able to provide all labor, tools, supervision, materials, events, training, tracking, reporting and equipment to support the listed services. Assistance in the development and implementation of outreach services for military personnel entering / re-entering the civilian community with concentration on education and employment opportunities. Network with the local government and other agencies and disseminate this information to the appropriate Veterans and / or Service Members.

Provide career support to include career assessment, resume writing, interview skills coaching and identification of employment barriers. Participate in Yellow Ribbon events for the Oregon National Guard;

identify educational and employment needs of Service Members and their Families within each geographic area. Provide reports back to the Oregon National Guard to include but not limited to pre-employment and educational progress, special focus is on the status of unemployed Service Members deployed since 2003 to capture information on their progress regarding employment and education.

1.1 Mission

The Oregon National Guard Service Member and Family Support Directorate (SMFS) has a requirement for contractor support to manage all aspects of a Reserve Component Employment and Education Outreach program designed to identify Service Members, Veterans and their Families eligible for support and provide them with information on available benefits and connect them with sources of support / services. The Contractor shall perform all functions necessary to develop and implement programs to identify and support the employment and educational needs of Service Members and Family Members.

Contractor shall also inform and educate them on available programs at the national, state and local levels and develop information on improving program effectiveness and offerings. Special emphasis is on gathering information on effectiveness of the program to include: trend analysis, needs assessment surveys and summary reports.

1.2 Scope

The Oregon National Guard has the requirement to provide face to face education and employment services to primarily Reserve Component Service Members and their families with secondary focus on Veterans of all branch services within the state of Oregon. The Service Member Family Support division had divided Oregon into 7 regions (shown in the attached regional Family Assistance Support map).

Among the 7 regions there are 7 regional headquarters (HQ): Albany, Salem, Portland Metro, La Grande, Springfield, Medford and Bend. Additional high population areas of consideration are: Clackamas, Hillsboro, Kamath Falls, Pendleton, Ontario, Astoria, and Coos Bay. The desired outcome is providing assistance in gaining meaningful employment and/or further education with the means to track client interaction and results. This contract will cover the Oregon National Guard with a force of approximately 7,862. It will further cover the personnel from Active and Reserve Components to include the Army and Army Reserve (927), the Marine Corps and Marine Corps Reserve (486), Air Force and Air Force Reserve (215), the Coast Guard and Coast Guard Reserve (1,132) and Navy Reserve (459). There is an estimated client population of 21,789 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.)

2 General Requirements This PWS conveys the basic requirements, performance standards and assessment measures.

Performance standards, when stated in the PWS, provided a general basis for measuring the performance for each requirement.

2.1 Non-Personal Services

The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Procuring Contracting Officer (PCO) immediately.

2.2 Business Relations

The contractor shall successfully integrate and coordinate all activity needed to execute the requirement.

The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.

2.3 Contract Administration and Management

The following subsections specify requirements for contract, management, and personnel administration.

2.3.1 Contract Management

The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor must maintain continuity between the support operations at place of performance as specified in the contract and the contractor's corporate offices. The contractor shall provide management of subcontracts so as to ensure transparency of services to the Government; this includes timely payment of sub-contractors and organic personnel, which is the singular responsibility of the contractor.

2.3.2 Contract Administration

The contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The contractor shall respond to Government requests for contractual actions within one (1) business day. The contractor shall designate and maintain a single point of contact between the Government and Contractor personnel assigned to support the contract. The contractor shall assign work effort and maintain proper and accurate time keeping records of personnel assigned to work on the requirement.

2.3.3 Personnel Administration

The contractor shall provide the following management and support as required. The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. The contractor shall make necessary travel arrangements for employees. The contractor shall provide necessary infrastructure to support contract tasks including both on-site and off-site support as specified at the order level. The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

2.3.4 Removal of Personnel

The Government reserves the right to require the contractor to remove contractor employees at any time due to violation of law, regulation or imminent danger to government employees, facilities or interests.

The contractor is responsible at all times for providing service at the required level and must develop a plan to ensure continuity of services in the event of unexpected departure or removal of contractor personnel.

2.3.5 Employment and Staffing

Employment and staffing difficulties shall not be justification for the contractor’s failure to meet established requirements. If such difficulties impair performance, the contractor may be subject to termination for cause.

2.3.6 Contractor Employee Qualifications

The contractor is responsible for providing a fully qualified work force. The contractor shall employ and utilize only experienced, responsible and capable persons in the performance of work under this contract.

All employees must be citizens of the United States.

2.3.6.1 Qualifications Requirements

Required Bachelor’s degree or demonstrated practical experience in the area(s) of expertise required by the technical specifications, as well as a demonstrated capability in program / project coordination applications with two years’ experience. Possess Reserve Component experience / knowledge directly related to the requirements. In addition, the project manager must have team lead or management experience. The project manager cannot be dual hatted.

2.3.7 Exempt Professional Employees

Contractor employees supporting this requirement are identified as professional employees as defined in 29 CFR 541 and are not subject to the requirements of the Service Contract Act of 1965 (FAR Subpart

22.11 Professional Employee Compensation). The Contractor shall ensure the labor categories as defined in the Labor Categories document, labor rates, and man-hours utilized in the performance of each Task Order (PWS line item) issued hereunder will be the minimum necessary to accomplish the task.

2.3.8 Combating Trafficking in Persons

The United States Government has adopted a zero tolerance policy regarding trafficking in persons.

Contractors and contractor employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract; procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Governments zero tolerance policy, the actions that will be taken against employees for violations of this policy. Such actions may include, but are not limited to, removal from the contract, reduction in benefits, or termination of employment. The Contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17. Contractor will provide anti human trafficking training in support of this requirement.

2.3.9 Contractors responsibility

The contractor has sole responsibility to supervise, remove, replace, discipline or approve leave for its employees. In the event that an employee is removed or replaced, the contractor shall notify the COR whenever changes are proposed.

2.3.10 Monthly Hour / Expense Reporting

The Contractor shall itemize monthly costs, breaking down hours worked, travel expenses and reimbursable expenses. Receipts and mileage logs shall accompany request for reimbursable expenses.

The contractor shall organize this information by CLIN and shall differentiate tasking costs individually and separately to facilitate cost monitoring. The report shall include costs incurred through the calendar month prior to the report. This report shall be submitted with the invoice.

2.3.11 Phase In / Phase Out Period

To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board during the thirty (30) day Phase In/ Phase Out periods. During the Phase In period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

2.4 Subcontract Management

The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. In the event that a potential OCI is identified, the prime contractor is responsible for immediately preparing and submitting to the contracting officer for approval, and adequate mitigation plan. Contractors may add subcontractors to their team after notification to the Procuring Contracting Officer (PCO) or Contracting Officer Representative (COR).

2.5 Contractor Personnel, Disciplines, and Specialties

The contractor shall accomplish the assigned work by employing and utilizing qualified personnel with appropriate combinations of education, training, and experience. The contractor shall match personnel skills to the work or task with a minimum of under/over employment of resources. The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

2.6 Hours of Work

The contractor shall provide services between the core hours of 8:00 am to 4:30 pm Monday thru Friday.

Flexibility in schedule is required to accommodate meetings with program participants, scheduled outreach events and drill weekends. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential. The Government shall not be liable for overtime hours incurred in excess of the aforementioned minimum coverage. Travel throughout Oregon is required. Estimated hours per region are listed below.

Estimated hours of labor, per region, per year

Region City Total hours of labor estimated per Region

Region 1 Salem 2080 Region 2 and Region 4 Portland 4160

Region 3 La Grande 2080

Region 5 Springfield 2080

Region 6 Medford 2080

Region 7 Bend 2080 Program Manager Oregon 2080

2.6.1 Facility Closures

When an unforeseen Government facility closure occurs on a scheduled day of work, the Contractor shall not be required to perform any services on the day of the closure and shall receive no payment (unless the Contracting Officer designates the services as essential during the time of facility closure). In the event of a partial day unforeseen Government facility closure, the Government will notify the Contractor within one hour after notification of the facility closure is received. Payment of a partial day closure will be made for the actual time worked.

2.7 Travel / Temporary Duty (TDY)

Travel to other government facilities and to client meetings at a variety of locations, to include travel to outlying areas, in the state shall be required. All travel requirements (including plans, agenda, itinerary, or dates) shall be pre-approved by the government (subject to local policy procedures), and is on a strictly cost reimbursable basis. The contractor shall be authorized reimbursement for travel expenses consistent with the regulatory implementation of Public Law 99-234, the substantive provisions of the Joint Travel Regulation (JTR) and FAR 31.205-46 Travel Costs and the limitation of funds specified in this contract.

Any costs submitted for reimbursement shall be supported by receipts and shall be limited to the lesser of the actual cost incurred or the then current per diem rates established by the General Services Administration (GSA). The Contractor shall maintain mileage logs for in and around mileage.

Estimated travel mileage/events per year

Region City Total Mileage estimated per Region

Estimated number of nights of lodging for events outside 50 radius of duty location

Region 1 Salem 5860 22 Region 2 and Region 4 Portland 16,624 36

Region 3 La Grande 5320 12

Region 5 Springfield 6847 20

Region 6 Medford 4500 10

Region 7 Bend 4500 10 Program Manager Oregon 4500 10

120 possible nights of lodging

3 Performance Requirements The following section specifies the Performance Objectives and Performance Elements for the contract.

3.1 Develop and utilize a tracking system, client record, and a summary report for clients.

Performance Standards

a) STD: Develop a record for each client AQL: 100% accountability

b) STD: Tracking system that generates monthly reports, to include: Who, What, When, Where, Why, and How.

AQL: 95% accuracy Deliverables A4 Summary report

3.1.1 The Contractor shall compile and manage an intake form, phone log, email correspondence, status reports, customer surveys and a follow up log within each client's record.

Performance Standards

a) STD: Chronologically Organized AQL: 100% of the time

b) STD: Comprehensive AQL: 95% accuracy

c) STD: Maintainable AQL: 100% of the time Deliverables A5 Maintain client record

3.1.2 The Contractor shall design and maintain Intake forms for clients. Intake forms must contain at minimum the client's name, service affiliation (if dependent, sponsors service affiliation), service dates, service status (guard, reserve, inactive, etc.), location (home of record / currently living), and resource needed.

Performance Standards

a) STD: Verify / Validate

AQL: 95%

b) STD: Accurate AQL: 95% of the time

Deliverables A5 Maintain client record

3.1.3 The Contractor shall document and return phone and emails calls from clients.

Performance Standards

a) STD: Within 24 hours AQL: 95% of the time Deliverables A5 Maintain client record

3.1.4 The Contractor shall track success of employment placements including longevity of employment and wage progression.

Performance Standards

a) STD: Track success AQL: 95% accuracy Deliverables A5 Maintain client record

3.1.5 The Contractor shall create customer surveys and distribute one to each client.

Performance Standards

a) STD: Identify trends and areas of improvement AQL: 100% distribute rate Deliverables A5 Maintain client record

3.1.6 The Contractor shall generate and maintain a summary report containing information to build a trend analysis.

Performance Standards

a) STD: Tracking system that generates monthly reports, to include: Who, What, When, Where, Why, and How.

AQL: 95% accuracy

A4 Summary report

3.2 The Contractor shall identify client employability status and develop individualized plan to strengthen the individual’s career and employment opportunities.

Performance Standards

a) STD: Plan clearly and accurately assesses the importance of identified resources AQL: 90% customer satisfaction Deliverables A4 Summary report A5 Maintain client record

3.2.1 The Contractor shall provide face to face assistance with résumé building and if needed, mock interviews for clients.

Performance Standards

a) STD: Identifies and corrects deficiencies AQL: 90% customer satisfaction Deliverables A4 Summary report A5 Maintain client record

3.2.2 The Contractor shall determine job compatibility based on skill set for career path.

Performance Standards

a) STD: Plan clearly and accurately assesses the importance of identified resources

AQL: 90% customer satisfaction

A5 Maintain client record

3.2.3 The Contractor shall compile lists of available jobs, listing specific to individual client’s career path.

Performance Standards

a) STD: Employment listing shall remain current and updated.

AQL: 95% of the time Deliverables A7 Regional employment availability listings

3.2.4 The Contractor shall maintain and update job listings by city, county, and/or region for employment seekers.

Performance Standards

a) STD: Reports are accurate AQL: 95% of the time

A7 Regional employment availability listings

3.3 The Contractor shall identify client educational needs to develop an individualized plan to strengthen the individual’s education and career path.

Performance Standards

a) STD: Plan clearly and accurately assesses the importance of identified resources AQL: 90% customer satisfaction Deliverables A4 Summary report A5 Maintain client record A8 Regional education resource report

3.3.1 The Contractor shall maintain and update educational resources point of contacts listing by city, county, and/or region for clients.

Performance Standards

a) STD: Reports are accurate AQL: 90% of the time Deliverables A8 Regional education resource report

3.3.2 The Contractor shall ensure all schools presented to service members and veterans are Department of Defense approved.

Performance Standards

a) STD: Task Specified AQL: 100% of the time Deliverables A8 Regional education resource report

3.3.3 Each regional representative shall stay current on military educational resources to include but not limited to: GI bill, Tuition assistance, grants, and local resources.

Performance Standards

a) STD: Comprehensive AQL: 95% accuracy

b) STD: Accurate AQL: 100% accuracy

A8 Regional education resource report

3.4 Advertising Employment and Education Outreach efforts

Performance Standards

a) STD: Meet the following task under High level objective 3.4 AQL: Approved through the Government 100% of the time for products and regional representative event attendance.

3.4.1 The Contractor shall provide a staffed Employment and Education Outreach display for up to 12 Outreach Events (Yellow ribbon, Job fairs, etc.) throughout the state. Event locations will be within 100 miles of regional HQ's and the contractor will have 45 days’ notice of events. Material must be produced to reflect resources for the event region.

Performance Standards

a) STD: Task Specified

b) STD: Provide a standard booth or table with materials at the events.

AQL: 100% of the time Deliverables A9 Scheduled events A10 Staffed Employment and Education Outreach Display - During up to 12 events as directed.

3.4.2 The Contractor shall provide Employment and Education Outreach posters tailored to each region. Estimated 10 posters in each region to post in each facility. Posters will be distributed within 15 days of approval. The Government will not provide art work.

Performance Standards

a) STD: Posters will be approximately 2' x 3' in dimension in color and high gloss.

b) STD: The contractor shall develop the posters and submit the products for approval by the government no later than 30 days after the award of this contract.

c) STD: Posters will be distributed among facilities within 15 days of government approval.

AQL: 100% distribute rate Deliverables A11 Posters

3.4.3 The Contractor shall establish Employment and Education Outreach brochures tailored to each region or a single brochure with combined regional resources. The Government will not provide art work.

Performance Standards

a) STD: Design and develop brochures in color and high gloss.

b) STD: The contractor shall develop the brochures and submit the products for approval by the government no later than 30 days after the award of this contract.

c) STD: Brochures will be distributed among facilities within 15 days of approval.

AQL: 100% distribute rate

A12 Brochures

3.5 The Contractor shall perform the following in support of Task: 3.1, 3.2, and 3.3.

Performance Standards

a) STD: Compliant with applicable standards AQL: 100% of the time 90% customer satisfaction Deliverables A4 Summary report A5 Maintain client record

3.5.1 The Contractor shall will provide dedicated representative for each region. One representative per region minimum.

Performance Standards

a) STD: Task Specified AQL: 100% of the time

3.5.1.1 The regional representatives will wear a minimum of business casual attire when conducting face to face interactions with clients or working in the community, e.g. slacks, collared, shirt/blouse, dress shoes, etc.

Performance Standards

a) STD: Task Specified AQL: 100% of the time

3.5.2 The Contractor shall respond to clients within 1 business day for phone calls, emails, and inquires.

Performance Standards

a) STD: Task Specified AQL: 100% of the time Deliverables A5 Maintain client record

3.5.3 The Contractor shall coordinate appointments within 2 business days of initial contact. A face to face appointment will be scheduled within two weeks.

Performance Standards

a) STD: Task Specified AQL: 100% of the time Deliverables A5 Maintain client record

3.5.4 The Contractor shall conduct a follow up action every 30 days until the case is closed.

Document all attempts. Case is complete when the client no longer request service or fails to respond.

Performance Standards

a) STD: Task Specified AQL: 100% of the time Deliverables A4 Summary report A5 Maintain client record

3.5.5 The regional representative will make weekly contacts and perform site visits to Educational agencies, Employers, Military Units, County Veterans Service Officers, State and Federal Employment agencies within their region to network and educate them on the services provided and to obtain clients in need of said services.

Performance Standards

a) STD: Task Specified AQL: 100% of the time Deliverables A4 Summary report

3.5.6 Each regional representative will attend a different unit drill each month within their region and visit each facility within their region at a minimum of once quarterly.

Performance Standards

a) STD: Compliant with applicable standards AQL: 90% accuracy

3.5.7 Each regional representative will conduct a face to face visit with the Family Assistance Specialist in their region at a minimum of once every 30 days.

Performance Standards

a) STD: Task Specified AQL: 100% of the time

3.5.8 The Contractor shall provide one dedicated Project Manager between the regional representatives and the SMFS office.

Performance Standards

a) STD: Task Specified AQL: 100% of the time

3.5.8.1 The Project Manager will meet with the SMFS office once every 2 weeks to stay abreast with current information and disseminate new information down to the regional representatives within 2 business days.

Performance Standards

a) STD: Task Specified AQL: 95% of the time

3.6 Centralized Reporting and Collaboration Tool

Contractor will provide a standard end of the month report that reflects the number of times each PWS paragraph and paragraph specific sub criteria (see each individual PWS paragraph for these criteria (i.e., branch of service, contact type, service provided) are actioned on a monthly basis. For the safety of Personal Identifiable Information (PII), this information will not be stored and housed via spreadsheet or database in or on any individual Contract Employee computer type device. The Contractor’s choice of centralized collaboration tool will be the sole storage of reportable data and reporting actions.

Contractor’s collaboration tool will have a reporting system that is flexible enough to accommodate and provide “ad hoc” reports upon request within a 24 hour time window. Although collected, stored and housed by the Contractor, all data is the property of the Oregon Service Member and Family Program. All data tables are to be turned over to the Oregon Service Member and Family Program upon termination of services or transferred as directed to incoming Contractor.

3.6.1 Centralized Collaboration Tool Performance Requirements Using the reporting and collaboration tool, the Contractor will provide a Contacts Report, Client Report, and Administrative Report to include Clients contacted during the month, their current/previous Branch of Service, if Spouse, Dependent, Retiree, Veteran, Guardsman, Reservist, etc. Contractor will ensure backup data is provided along with the PWS Report.

4 Special Requirements This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

4.1 Security and Safety

Contractor and all associated sub- contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation access requirements. Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

4.1.1 Safety

Contractor Compliance: The contractor and its subcontractors shall comply with Public Law 91-596 (Occupational Safety and Health Act (OSHA)) and the Environmental, Safety, and Occupational Health (ESOH) (DODD 4715.1E). These requirements shall be incorporated into the contractor’s safety and health program. The Department of Defense (DoD) participates in the OSHA Voluntary Protection Program (VPP). Contractor personnel performing services on a DoD installation shall participate in the local VPP.

Mishap Notification and Investigation: The contractor and its subcontractors (if applicable) shall promptly report pertinent facts regarding mishaps involving Government property damage or injury to Government personnel and to cooperate in any resulting safety investigation. The contractor shall notify (via telephone) the cognizant contracting officer, the contracting officer’s representative, and/or other applicable members within four (4) hours of all mishaps or incidents. The Government person notified by the contractor will in-turn notify the Safety office. Contractor notifications made after duty hours shall be reported to the appropriate installation Command Post. If requested by the cognizant contracting officer, the contracting officer’s representative, and/or the cognizant program manager, the contractor shall immediately secure the mishap scene/damaged property and impound pertinent maintenance and training records until released by the investigating safety office. If the Government investigates the mishap, the contractor and the subcontractors shall cooperate fully and assist the Government personnel until the investigation is completed.

4.1.2 Confidentiality

Maintain strict confidentiality of all information related to Service Members and their Families. Health Insurance Portability and Accountability Act (HIPAA) Privacy Regulations will be strictly followed to ensure confidentiality and right to privacy is maintained.

4.1.3 Personal Information

The Contractor shall protect all Personally Identifiable Information (PII) encountered in the performance of services in accordance with DFARS 224.103 and DoDD 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R. If a PII breach results from the Contractor’s violation of the aforementioned policies, the Contractor shall bear all notification costs, call-center support costs, and credit monitoring service costs for all individuals who’s PII has been compromised.

4.1.4 Identification of Contractor Employees:

Contractor employees will require badges to be worn at all times in the performance of this contract. All Contractor personnel attending meetings, answering Government telephones are required to identify themselves as contract employees to avoid creating an impression they are Government employees. The Contractor shall ensure all documents or reports produced by Contractor personnel are suitably marked as Contractor products or Contractor participation is appropriately disclosed. The Contractor’s status as a “Contractor” shall be predominantly displayed in all correspondence types (to include signature blocks on e-mail) and dealings with Government or non-Government entities/ Contractor personnel shall wear identification badges distinguishing themselves as such. The badges shall have the company name, employee name and the word “Contractor” displayed. The Contractor shall retrieve all identification media (including vehicle passes) from their employees who depart employment for any reason. All identification media (i.e., badges and vehicles passes) shall be returned to the COR/KO within 14 calendar days of an employee’s departure.

4.2 Transition

The contractor shall follow the transition plan submitted as part of the proposal and keep the Government fully informed of status throughout the transition period. Throughout the phase-in 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.

4.3 Government Furnished Materials

The Government will make space available at government facilities to meet with clients, but will not provide a dedicated workstation, computer, or other equipment to include office supplies. The COR will coordinate access to utilize government facilities when necessary. Requests for use of these facilities need to be sent to the COR at least 30 days in advance, he will need sufficient time to reserve the space requested.

4.4 Quality

This section describes the Quality Control components for this effort. The following sub-sections provide details of various considerations on this effort.

4.4.1 Quality Control

The Contractor shall develop a QCP (Quality Control Plan) and maintain an effective QCP to ensure services are performed in accordance with the contract and this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractors QCP is the means by which he assures himself that his work complies with the requirement of the contract. The finalized QCP will be accepted by the Government at the time of the award of the Task/Delivery Order. The Contracting Officer may notify the Contractor of required modifications to the plan during the period of performance. The Contractor then shall coordinate suggested modifications and obtain acceptance of the plan by the Contracting Officer. Any modifications to the program during the period of performance shall be provided to the Contracting Officer for review no later than 10 working days prior to effective date of the change. The QCP shall be subject to the Governments review and approval. The Government may find the QCP "unacceptable" whenever the Contractors procedures do not accomplish quality control objective(s). The Contractor shall revise the QCP within 10 working days from receipt of notice that QCP is found "unacceptable."

4.4.2 Data Rights

The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the KO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose.

This right does not abrogate any other Government rights.

4.4.3 Quality Assurance Surveillance Plan (QASP)

The Government shall monitor the Contractors performance under this contract in accordance with the Governments QASP.

4.5 Contractor Manpower Reporting Application (CMRA):

The Contractor shall report ALL Contractor labor hours (including Sub-Contractor labor hours) required for performance of services provided under this contract for the ORARNG via a secure data collection site. The Contractor shall completely fill in all required data fields using the following web address:

http://www.ecmra.mil/. Reporting inputs shall be for the labor executed during the period of performance 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, beginning with 2013. Contractors may direct questions to the help desk at http://www.ecmra.mil

5 Deliverables The contractor shall provide deliverables as described in the PWS. Deliverables shall be specified by the government. Format and delivery schedule for deliverables shall be outlined in CDRLs and/or other means TBD.

Number Name Frequency Quantity A1 Transition Plan

The contractor shall follow the transition plan submitted as part of the proposal and keep the Government fully informed of status throughout the transition period.

Included with bid

A2 Labor Report The Contractor shall report ALL Contractor labor hours (including Sub-Contractor labor hours) required for performance of services provided

Monthly under this contract for the ORARNG via a secure data collection site.

A3 Training Verification The Contractor shall notify its employees of the United States Governments zero tolerance of human trafficking policy, the actions that will be taken against employees for violations of this policy.

As new employees are assigned

A4 Summary report Monthly The summary report will compile information broken down by each region to include statistic information for developing trend analysis. The summary will further roll up into a one to two page state summary which will be reported by the 30th of each month.

A5 Maintain client record Daily The contractor shall maintain client records for historical value and inspections.

A6 Regional community resource reports Weekly These regional reports will contain employment and educational resources in the community.

Compiled from deliverables A4 and A5.

A7 Regional employment availability listings Daily The available job listings need to be available at minimum via email and hard copy.

A8 Regional education resource report Daily The report will contain a list of educational resources and contacts per region.

A9 Scheduled events Monthly The contractor will attend up to 12 Yellow Ribbon

Events per contract period. The project manager will coordinate with the SMFS Program Manager and the COR on which events have the highest priority if there are over 12 events during the contract period.

A10 Staffed Employment and Education Outreach Display - During up to 12 events as directed.

Contractor will provide a display at a vendor table with brochures and available educational and employment resource tailored to the event region.

A11 Posters 100 Posters will be approximately 2' x 3' in dimension in color and high gloss.

Develop and submit for approval within 30 days of contract award.

Posters will be distributed among facilities within 15 days of government approval.

A12 Brochures 2000 Brochures will be in color and high gloss.

Minimum size 5" x 7" maximum size 8" x 11".

Develop and submit for approval within 30 days of contract award.

Brochures will be distributed among facilities within 15 days of government approval.

6 Related Documents The following Documents are related to this project

Regional Map

Performance Requirement Summary (PRS) Statements Standards/AQLs Incentive/Remedy

3.1 Develop and utilize a tracking

system, client record, and a summary report for clients.

a) Develop a record for each client AQL: 100% accountability

b) Tracking system that generates monthly reports, to include: Who, What, When, Where, Why, and How.

AQL: 95% accuracy

3.1.1 The Contractor shall compile

and manage an intake form, phone log, email correspondence, status reports, customer surveys and a follow up log within each client's record.

a) Chronologically Organized AQL: 100% of the time

b) Comprehensive AQL: 95% accuracy

c) Maintainable AQL: 100% of the time

3.1.2 The Contractor shall design

and maintain Intake forms for clients. Intake forms must contain at minimum the client's name, service affiliation (if dependent, sponsors service affiliation), service dates, service status (guard, reserve, inactive, etc.), location (home of record / currently living), and resource needed.

a) Verify / Validate

AQL: 95%

b) Accurate

3.1.3 The Contractor shall

document and return phone and emails calls from clients.

a) Within 24 hours

3.1.4 The Contractor shall track

success of employment placements including longevity of employment and wage progression.

a) Track success

3.1.5 The Contractor shall create

customer surveys and distribute one to each client.

a) Identify trends and areas of improvement AQL: 100% distribute rate

3.1.6 The Contractor shall generate

and maintain a summary report containing information to build a trend analysis.

a) Tracking system that generates monthly reports, to include: Who, What, When, Where, Why, and How.

3.2 The Contractor shall identify

client employability status and develop individualized plan to strengthen the individual’s career and employment opportunities.

a) Plan clearly and accurately assesses the importance of identified resources

3.2.1 The Contractor shall provide

face to face assistance with

a) Identifies and corrects deficiencies résumé building and if needed, mock interviews for clients.

3.2.2 The Contractor shall

determine job compatibility based on skill set for career path.

a) Plan clearly and accurately assesses

3.2.3 The Contractor shall compile

lists of available jobs, listing specific to individual client’s career path.

a) Employment listing shall remain current and updated.

3.2.4 The Contractor shall maintain

and update job listings by city, county, and/or region for employment seekers.

a) Reports are accurate

3.3 The Contractor shall identify

client educational needs to develop an individualized plan to strengthen the individual’s education and career path.

a) Plan clearly and accurately assesses

3.3.1 The Contractor shall maintain

and update educational resources point of contacts listing by city, county, and/or region for clients.

a) Reports are accurate AQL: 90% of the time

3.3.2 The Contractor shall ensure

all schools presented to service members and veterans are Department of Defense approved.

a) Task Specified

3.3.3 Each regional representative

shall stay current on military educational resources to include but not limited to: GI bill, Tuition assistance, grants, and local resources.

a) Comprehensive AQL: 95% accuracy

b) Accurate AQL: 100% accuracy

3.4 Advertising Employment and

Education Outreach efforts

a) Meet the following task under High level objective 3.4 AQL: Approved through the Government 100% of the time for products and regional representative event attendance.

3.4.1 The Contractor shall provide

a staffed Employment and Education Outreach display for up to 12 Outreach Events (Yellow ribbon, Job fairs, etc.)

throughout the state. Event locations will be within 100 miles of regional HQ's and the contractor will have 45 days’ notice of events.

Material must be produced to reflect resources for the event region.

3.4.2 The Contractor shall provide

Employment and Education Outreach posters tailored to each region. Estimated 10 posters in each region to post in each facility. Posters will be distributed within 15 days of approval. The Government will not provide art work.

a) Posters will be approximately 2' x 3' in dimension in color and high gloss.

b) The contractor shall develop the posters and submit the products for approval by the government no later than 30 days after the award of this contract.

c) Posters will be distributed among facilities within 15 days of government approval.

3.4.3 The Contractor shall establish

Employment and Education Outreach brochures tailored to each region or a single brochure with combined regional resources. The Government will not provide art work.

a) Brochures will be in color and high gloss.

b) The contractor shall develop the brochures and submit the products for approval by the government no later than 30 days after the award of this contract.

c) Brochures will be distributed among facilities within 15 days of approval.

3.5 The Contractor shall perform

the following in support of Task: 3.1, 3.2, and 3.3.

a) Compliant with applicable standards

3.5.1 The Contractor shall will

provide seven dedicated representatives. One representative per region minimum.

3.5.1.1 The regional representatives

will wear a minimum of business casual attire when conducting face to face interactions with clients or working in the community, e.g. slacks, collared, shirt/blouse, dress shoes, etc.

3.5.2 The Contractor shall respond

to clients within 1 business day for phone calls, emails, and inquires.

3.5.3 The Contractor shall

coordinate appointments within 2 business days of initial contact. A face to face appointment will be scheduled within two weeks.

3.5.4 The Contractor shall conduct

a follow up action every 30 days until the case is closed.

Document all attempts. Case is complete when the client no longer request service or fails to respond.

3.5.5 The regional representative

will make weekly contacts and perform site visits to Educational agencies, Employers, Military units, County Veterans Service Officers, State and Federal Employment agencies within their region to network and educate them on the services provided and to obtain clients in need of said services.

3.5.6 Each regional representative

will attend a different Military unit drill each month within their region and visit each military facility at least once each quarter.

a) Compliant with applicable standards AQL: 90% accuracy

3.5.7 Each regional representative

will conduct a face to face visit with the Family Assistance Specialist in their region at a minimum of once every 30 days.

3.5.8 The Contractor shall provide

one dedicated Project Manager between the regional representatives and the SMFS office.

3.5.8.1 The Program Manager will

meet with the SMFS office once every 2 weeks to stay abreast with current information and disseminate new information down to the regional representatives within 2 business days.