Solicitation__13-233-SOL-00070_0001.pdf

(x)

13-233-SOL-00070

x x

1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

x

DAM

Rockville MD 20857 12501 Ardennes Avenue Twinbrook Place, Suite 400

DHHS/PSC/SAS/DAM

03/01/2013000001

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

12. ACCOUNTING AND APPROPRIATION DATA (If required) is not extended.is extended, Items 8 and 15, and returning

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods: (a) By completing

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

FACILITY CODE CODE

10B. DATED (SEE ITEM 13)

10A. MODIFICATION OF CONTRACT/ORDER NO.

9B. DATED (SEE ITEM 11)

9A. AMENDMENT OF SOLICITATION NO.

CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

7. ADMINISTERED BY (If other than Item 6)CODE 6. ISSUED BY

PAGE OF PAGES

4. REQUISITION/PURCHASE REQ. NO.3. EFFECTIVE DATE2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO. (If applicable)

1. CONTRACT ID CODE

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

03/01/2013

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

E. IMPORTANT: Contractor is not, is required to sign this document and return __________________ copies to the issuing office.

ORDER NO. IN ITEM 10A.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

The above referenced Solicitation has been amended in response to the questions received.

See attached document.

The proposal must be submitted no later than March 29, 2013 at 12:00 pm Eastern Time. The

Offeror shall submit (1) original and one (1) copy of the written technical, past performance and business proposals to the Government. Additionally, the Offeror shall provide an electronic version of each proposal on separate CDs. The proposal shall be delivered to the Contract Specialist at the following address:

Department of Health and Human Services

Continued ...

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

JACQUELINE R. JONES

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

NSN 7540-01-152-8070

Previous edition unusable

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

Madilyn.Gonzalez Highlight

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

2 2

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

13-233-SOL-00070/000001

Program Support Center, Strategic Acquisition Services

Twinbrook Place, Suite 400

12501 Ardennes Ave.

Rockville, MD 20857*

Attn: Madilyn A. Gonzalez

*Zip Code is for UPS/FedEx & Courier services, please use 20852 for US Postal

Services.

NOTE: Because Twinbrook Place is a secure building, offerors that send proposals by

UPS, FedEx, or other courier will have to call 301-443-6557 or 301-443-2329 from the first floor lobby to arrange for pick up. Please allow extra time for your proposal to be delivered to the contracting office. Failure to use the specified address or arrange for pick up in sufficient time could result in your proposal being delivered late.

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

Solicitation# 13‐233‐SOL‐00070 Page 1 of 115 Wellness and Health Promotion Staffing and Program Management

SECTION 1 – PRODUCTS OR SERVICES AND PRICES/COSTS

1.1. BRIEF DESCRIPTION OF SERVICES

This is a requirement to provide wellness and health promotion staffing for the Federal Occupational Health (FOH)‐managed Wellness/Fitness Centers and Health Promotion Programs, and also to provide total Contractor‐managed Wellness/Fitness Centers at designated Service Provision Sites (SPS) that FOH services are rendered.

1.2. TYPE OF CONTRACT

This is a single –award term Indefinite Delivery/Indefinite Quantity (IDIQ) type of contract.

1.3. SEVERABLE SERVICES

The services acquired under this contract are severable services. Funds are only available for use for the line item to which they are obligated. Unused funds from one period (line item) may not rollover for use in other periods.

1.4. TYPE OF ORDERS (IDIQ)

Task or delivery orders issued under this IDIQ contract shall be: firm fixed‐priced, time and material, and/or labor hour orders.

1.4.1. Time‐and‐Material and Labor Hour Task orders (FOH‐Managed Wellness/Fitness Centers and Health Promotion Programs)

For time‐and‐material task orders: (a) Task orders shall establish an anticipated level of effort for each CLIN and a Ceiling Price for that task order. The ceiling price shall be the sum of: (1) the projected hours multiplied by the appropriate hourly rates prescribed in the schedule; and (2) as specified in individual task orders, the estimated amount of materials, (b) The Contractor may use any combination of hours of labor categories listed in any single task order, if necessary to perform that task order. Labor categories not shown may not be used without a task order modification.

1.4.2. $0 Firm Fixed Price – Total Contractor‐Managed Wellness Fitness Centers

For $0 Firm Fixed Price – Total Contractor‐Managed Wellness Fitness Centers, the Contractor shall provide all labor, materials, and equipment that are necessary to support the activities stated in the Statement of Work and as specified in each issued individual task order/delivery order.

1.5. MINIMUM AND MAXIMUM QUANTITIES

During the contract period, the Government shall place orders totaling a minimum of $0.00 for Total Contractor‐Managed Wellness/Fitness Centers and $1,000.00 for Wellness and Health Promotion staffing order. This reflects the contract minimum for the entire period of performance, including any options. The contract maximum for the entire period of performance, including any options, shall be for the placement of orders totaling a maximum of $35,672,631.09.

Solicitation# 13‐233‐SOL‐00070 Page 2 of 115

1.6. OBLIGATION OF FUNDS

This IDIQ does not obligate any funds. Funds are obligated when an authorized task order is placed with the Contractor in conjunction with this IDIQ.

1.7. PRICING

Regions:

The contractor may propose separate rates and fees based upon the following four regions:

–Region 1 – Western (CA, OR, WA, AZ, NV, AK, HI, UT, ID)

–Region 2 – Central (MT, ND, SD, NE, CO, WY, IA, IL, MO, WI, MN, MI, OH, TX, KS, OK, NM)

–Region 3 – Southeast (KY, AR, LA, AL, MS, GA, FL, NC, SC, IN, OH, WV, VA, TN, MI)

–Region 4 – Northeast (DC, MD, PA, NJ, NY, CT, VT, MA, RI, DE, NH)

Labor Rates (FOH‐Managed Wellness/Fitness Centers and Health Promotion Programs):

The Contractor shall not exceed the maximum, loaded hourly direct labor rates for each category listed below to be completed upon award:

REGION 1

Western (CA, OR, WA, AZ, NV, AK, HI, UT, ID)

Labor Categories Region 1

Base Period Fixed Loaded

Rate

Option Period 1 Fixed Loaded Rate

Option Period 2 Fixed Loaded Rate

Option Period 3 Fixed Loaded Rate

Option Period 4 Fixed Loaded Rate

Option Period 5 Fixed Loaded Rate

ASSOC. PROGRAM

MANAGER $ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

EXERCISE

PHYSIOLOGIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

FITNESS CENTER

CLERK

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

Solicitation# 13‐233‐SOL‐00070 Page 3 of 115

GROUP EXERCISE

INSTRUCTOR

HEALTH AND

WELLNESS

TECHNICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

EDUCATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

INFORMATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASSAGE

THERAPIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASTER GROUP

EXERCISE

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MINDBODY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 1

Solicitation# 13‐233‐SOL‐00070 Page 4 of 115

PERSONAL

TRAINER 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER ASST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

CONSULTANT

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR. ASST.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIALTY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

ASSISTANT

COORD.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

FITNESS/HEALTH

PROMOTION

CONSULTANT

Solicitation# 13‐233‐SOL‐00070 Page 5 of 115

REGION 2

Central (MT, ND, SD, NE, CO, WY, IA, IL, MO, WI, MN, MI, OH, TX, KS, OK, NM)

Base Period Fixed Loaded

Rate

Option Period 1 Fixed Loaded Rate

Option Period 2 Fixed Loaded Rate

Option Period 3 Fixed Loaded Rate

Option Period 4 Fixed Loaded Rate

Option Period 5 Fixed Loaded Rate

ASSOC. PROGRAM

MANAGER $ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

EXERCISE

PHYSIOLOGIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

TECHNICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

EDUCATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

INFORMATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 2

Solicitation# 13‐233‐SOL‐00070 Page 6 of 115

HEALTHY LIFESTYLE

COACH 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASSAGE

THERAPIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASTER GROUP

EXERCISE

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MINDBODY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER ASST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

CONSULTANT

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR. ASST.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIALTY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

ASSISTANT

COORD.

Solicitation# 13‐233‐SOL‐00070 Page 7 of 115

WELLNESS FITNESS

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

FITNESS/HEALTH

PROMOTION

Solicitation# 13‐233‐SOL‐00070 Page 8 of 115

REGION 3

Southeast (KY, AR, LA, AL, MS, GA, FL, NC, SC, IN, OH, WV, VA, TN, MI)

Base Period Fixed Loaded

Rate

Option Period 1 Fixed Loaded Rate

Option Period 2 Fixed Loaded Rate

Option Period 3 Fixed Loaded Rate

Option Period 4 Fixed Loaded Rate

Option Period 5 Fixed Loaded Rate

ASSOC. PROGRAM

MANAGER $ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

EXERCISE

PHYSIOLOGIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

TECHNICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

EDUCATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

INFORMATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

Solicitation# 13‐233‐SOL‐00070 Page 9 of 115

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASSAGE

THERAPIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASTER GROUP

EXERCISE

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MINDBODY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER ASST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

CONSULTANT

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR. ASST.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIALTY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

ASSISTANT

Solicitation# 13‐233‐SOL‐00070 Page 10 of 115

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

FITNESS/HEALTH

PROMOTION

Solicitation# 13‐233‐SOL‐00070 Page 11 of 115

REGION 4

Northeast (DC, MD, PA, NJ, NY, CT, VT, MA, RI, DE, NH)

Base Period Fixed Loaded

Rate

Option Period 1 Fixed Loaded Rate

Option Period 2 Fixed Loaded Rate

Option Period 3 Fixed Loaded Rate

Option Period 4 Fixed Loaded Rate

Option Period 5 Fixed Loaded Rate

ASSOC. PROGRAM

MANAGER $ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

ATHLETIC TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

EXERCISE

PHYSIOLOGIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

TECHNICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

EDUCATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

INFORMATION

SPECIALIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTH

PROMOTION

Solicitation# 13‐233‐SOL‐00070 Page 12 of 115

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

HEALTHY LIFESTYLE

COACH TRAINER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASSAGE

THERAPIST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MASTER GROUP

EXERCISE

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

MINDBODY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PERSONAL

TRAINER 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

PROGRAM

MANAGER ASST

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

REGISTERED

DIETICIAN

CONSULTANT

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIAL PROJECTS

MGR. ASST.

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

SPECIALTY CLASS

INSTRUCTOR

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

ASSISTANT

Solicitation# 13‐233‐SOL‐00070 Page 13 of 115

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS FITNESS

COORDINATOR 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 1

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS/FITNESS

SPECIALIST 2

$ per hour $ per hour $ per hour $ per hour $ per hour $ per hour

WELLNESS

FITNESS/HEALTH

PROMOTION

Solicitation# 13‐233‐SOL‐00070 Page 14 of 115

Monthly Membership fee (Total Contractor‐Managed Wellness/Fitness Centers):

The Contractor shall not exceed the maximum membership fee for each region as described below.

Region*

Base Period Monthly

Membership Fee

Option Period 1 Monthly

Membership Fee

Option Period 2 Monthly

Membership Fee

Option Period 3 Monthly

Membership Fee

Option Period 4 Monthly

Membership Fee

Option Period 5 Monthly

Membership Fee

Region 1 $ per month $ per month $ per month $ per month $ per month $ per month Region 2 $ per month $ per month $ per month $ per month $ per month $ per month Region 3 $ per month $ per month $ per month $ per month $ per month $ per month Region 4 $ per month $ per month $ per month $ per month $ per month $ per month

*There are 4 regions which include the state listed below:

–Region 1 – Western (CA, OR, WA, AZ, NV, AK, HI, UT, ID) –Region 2 – Central (MT, ND, SD, NE, CO, WY, IA, IL, MO, WI, MN, MI, OH, TX, KS, OK, NM) –Region 3 – Southeast (KY, AR, LA, AL, MS, GA, FL, NC, SC, IN, OH, WV, VA, TN, MI) –Region 4 – Northeast (DC, MD, PA, NJ, NY, CT, VT, MA, RI, DE, NH)

Solicitation# 13‐233‐SOL‐00070 Page 15 of 115

SECTION 2 – DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

2.1. BACKGROUND

Federal Occupational Health (FOH) provides Occupational Health (OH) consultation, and stimulates the development of improved OH and safety programs throughout the Federal government. FOH defines OH from the Federal government perspective as a comprehensive approach, with a public health perspective, to improving the health and safety of the Federal workforce, and decreasing the Federal government’s liability and health care costs through various clinical, environmental, educational, and risk‐based prevention programs.

Among its many functions, FOH manages over 50 Health Promotion (HP) Programs and Wellness/Fitness (WF) Centers. Like all FOH programs, HP and WF Programs can be customized to meet each organization’s unique needs and the services provided follow the parameters between FOH and its customer agencies. FOH performs its work for other agencies under reimbursable interagency agreements (IAAs) authorized by 42 USC 231. Agencies can choose to integrate HP/WF with other OH services such as health screenings, online health risk assessments, cholesterol and glucose testing, and blood pressure monitoring. The Health Promotion staff may provide outreach wellness services locally and virtually (i.e. coaching, webinars etc.). FOH also provides WF center management services which include management of the day‐to‐day operations, exercise programs, fitness assessments, group exercise classes, wellness programs and more. Some Wellness/Fitness Centers need to collect membership dues in order to off‐set the agency’s cost.

Currently, FOH is aligning its service offerings to meet the Wellness and Health Promotion (WHP) accreditation standards of the National Committee for Quality Assurance (NCQA). This is pursuant to the organization’s strategic objective of obtaining accreditation across the wellness and health promotion services it offers to customers. NCQA is a private non‐profit organization dedicated to improving healthcare quality. WHP accreditation is a broad‐based accreditation program for organizations that offer comprehensive wellness and health promotion services using an evidence‐based set of requirements to distinguish high‐quality services. The program evaluates key areas of health promotion programs at multiple levels to include individual, groups, and organizational. In addition, it addresses how wellness and health promotion programs are implemented in the workplace, how services such as coaching are provided to help participants develop skills to make healthy choices, and how individual health information is properly safeguarded.

NCQA’s standardized measures allow employers and others who contract with organizations that provide health promotion services to make informed comparisons when choosing among several wellness and health promotion vendors. Aligning wellness, fitness, and health promotion policies, interventions, and reporting to these standards will enhance FOH’s ability to position the quality and value of its services.

Solicitation# 13‐233‐SOL‐00070 Page 16 of 115

2.2. OBJECTIVE

The purpose of this contract is to obtain the services of a Contractor to 1) to provide wellness and health promotion staffing support for approximately thirty‐seven (37) FOH‐Managed Wellness/Fitness Centers and Programs, and 2) to provide total Contractor‐Managed Wellness/Fitness to approximately thirteen (13) Wellness/Fitness Centers. The work will be performed at designated Service Provision Sites (SPS) that FOH services are rendered.

Attachment H lists the number and locations of FOH‐Managed Wellness Fitness Centers and Programs and Contractor‐Managed Wellness Fitness Centers. The number of Wellness/Fitness Centers and Programs may change depending on FOH’s customers’ needs. Many of these sites provide specific programs and services that enable FOH to fulfill its IAA’s with other Federal Agencies in the United States of America, its territories and trusts.

The quality of services provided by the contractor and its staff shall adhere to currently recognized national standards established by the American College of Sports Medicine (ACSM), requirements for NCQA WHP accreditation, and other nationally recognized organizations, established principles and ethics of the related professions; and the standards of care in the state or locality where the services are provided.

2.3. PERFORMANCE OBJECTIVE 1 – WELLNESS AND HEALTH PROMOTION (WHP) STAFFING

FOR FOH‐MANAGED WELLNESS/FITNESS CENTERS AND HEALTH PROMOTION PROGRAMS

Requirements under this performance objective are for support staff for the Health Promotion and Wellness/Fitness Programs provided by FOH. Staffing requirements encompass Program Management, Account Administration, Consulting Services, and Healthy Lifestyle Coaching.

Staffing will also support Agency Specific Programs and Services. The work will be performed at designated FOH Area Offices (AO) and/or other designated Service Provision Sites (SPS).

Examples of an SPS are Wellness Fitness Centers, Health Promotion Service Sites or remote work sites, wherever FOH services are rendered.

2.3.1. Wellness and Health Promotion (WHP) Program Management, Account Administration, Consultation Services, and Healthy Lifestyle Coaching

WHP account administration, management and consultation staff shall enhance the quality and delivery of services to FOH customers through interagency agreements (IAAs) that include but are not limited to the following:

Expert WHP advice and consultation to FOH and its Federal customers.

Ensure routine administration of FOH’s abbreviated Health Risk Appraisal (HRA) to eligible participants to measure and improve health, track population health risks, and monitor program performance.

Management and promotion of a multitude of FOH programs such as health promotion, smoking cessation, wellness/fitness centers, virtual wellness programs, etc.

Interpret standardized, aggregate health risk data to address core risks for Federal customers by measuring performance and utilization.

Consultation services on design and development of health promotion programs and wellness/fitness centers.

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Technical guidance for contract staff at SPS’s to deliver high quality services adhering to ASCM, NCQA WHP accreditation standards, and associated professional practices through IAAs, as appropriate.

Evaluation and Reporting including routine reporting of aggregate utilization data and HRA data to FOH

In order to perform the WHP account development, administration and consultation requirements, the contractor shall provide qualified WHP program and operations management, administrative, and consultant staff that will work closely with FOH Federal staff providing oversight.

2.3.2. Agency‐Specific Programs and Services

FOH provides nationwide staffing and oversight of WHPs and WFCs, following parameters agreed between FOH and its customer agencies via IAA’s. Requirements under this contract are for agency specific WHP Programs that have needs unique to that customer agency population and for staff to operate FOH managed WF centers. These sites may have one or more labor categories working together, with oversight by a Program Manager, and may require the additional support of Administrative Support Staff.

To integrate FOH service delivery for Federal customers, staff sourced through this contract shall closely collaborate and regularly meet with other onsite or remote FOH staff. These interactions will support the coordination and integration, of health promotion activities and resources to address client health risks including, but not limited to, health campaigns, health promotion classes, and inbound/outbound referrals for complementary services (e.g. referring a health coaching client to an onsite FOH Health Center for biometric screening). The level of coordination will vary according to the availability/level of additional FOH services offered by each Federal customer and/or worksite.

Example of Services available at Wellness Fitness Centers:

Wellness and Pre‐participation Screenings including FOH’s abbreviated Health Risk

Appraisal (HRA) Fitness Assessments and Individualized Exercise Programs Equipment and Exercise Orientation Group Exercise and Specialty Classes Muscular/Strength and Cardiovascular Training Health Promotion Health Education Seminars Motivational Challenges Development of standardized reports, ad hoc queries, and/or provision of aggregate

HRA data for all WF members as prescribed by FOH

Examples of Wellness and Health Promotion Program Services:

Health Risk Appraisal including FOH’s abbreviated HRA Web‐based Health and Wellness Promotion System (comprehensive lifestyle management website with health trackers, healthy lifestyle information, etc.)

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Targeted Interventions Biometric Screenings (blood pressure, body mass index, cholesterol/glucose finger stick, etc.)

Health Education Seminars and Webinars Motivational Challenges (individual and team) Healthy Lifestyle Coaching Health Fairs

2.4. PERFORMANCE OBJECTIVE 2 – TOTAL CONTRACTOR‐MANAGED WELLNESS/FITNESS

CENTERS

Requirements under this performance objective are services for total Contractor‐Managed W/F Centers, which may include agency specific programs that have needs unique to that customer agency population. The Contractor shall provide all of the necessary labor, operation, and cleaning and maintenance of Government Furnished Property/Equipment (see Attachment I).

Services shall be provided in a manner that provides and promotes comprehensive, individualized, health, fitness and nutrition programs for the membership, consisting mostly of Federal Government employees.

The Contractor shall:

a. Evaluate and report on the health and fitness of all participants.

b. Identify health risks and refer participants to other appropriate FOH services available locally at the worksite or remotely, subject to availability.

c. Stimulate maximum participation.

d. Provide a broad wellness program and a safe, spacious and positive atmosphere.

e. Maintain on‐going communications with the Government and its designated representative, herein referred to as Contracting Officer Representative (COR), who serves as the principal contact regarding management, membership and operation of the Center, as related to the terms and conditions of this contract.

f. All work performed under the contract shall comply with Section 508 of the Rehabilitation Act, as amended, relative to accessibility.

A description of the facilities, hours of operation, eligible population will be provided in the Task Order. The Contractor is required to provide basic services in the operation of the Center.

These services include, but are not limited to:

2.4.1. Pre‐participation Screenings

Contractor must implement the pre‐participation evaluation and re‐stratification process per the guidelines of the American College of Sports Medicine (ACSM). The pre‐participation evaluation will include risk stratification, and need for medical clearance, fitness exercise plan and orientation (e.g., to the equipment). The contractor shall use FOH’s abbreviated Health Risk Appraisal questionnaire as part of all pre‐participation screenings. If medical clearance is

Solicitation# 13‐233‐SOL‐00070 Page 19 of 115 required, individuals will obtain this clearance from their private physician. Agency physicians may also provide medical clearance as per agency policy. Contractor may use FOH forms or can provide their own forms, however forms are not to be labeled with Contractors name and/or company logo.

The medical clearance program may include the following elements; however it’s based on the options the agency elects:

1. Medical History‐ documents of past and present health status

2. Physiological Baseline‐ measures height, weight, blood pressure, and resting pulse

3. Blood Test‐ measures cholesterol, triglycerides, cholesterol ratio, glucose, and other blood chemistries. Individuals who previously have had a blood test measuring these elements within the past 12 months will not be required to take another test. The Contractor is not responsible for providing the Blood Test. At some sites, clients may have access to the local health unit for this test or else they will be referred to their personal physician.

Contractor will obtain proper Medical Clearance and Informed Consent prior to completing a pre‐participation assessment and will maintain a copy in the members’ file at all times.

2.4.2. Fitness Assessments and Individualized Exercise Programs

Physical fitness programs for members must be offered and must adhere to the guidelines of the American College of Sports Medicine (ACSM). Major components include at a minimum:

1. Physical fitness assessment of blood pressure, body composition, aerobic capacity, flexibility, and muscular strength and endurance.

2. Health Risk Appraisal – Abbreviated questionnaire assessing core health risks.

3. Process to appropriately refer individuals to complimentary programs and services offerings based on identified health risks.

4. Develop customized fitness and exercise plans for muscle strength, endurance and cardiovascular conditioning based on the employee's physical fitness assessment, personal goals and interests, and fitness staff recommendations.

5. Consultation and instruction on implementation of exercise plans, exercise form and technique, and proper use of equipment prior to participation in exercise.

6. Qualified staff supervision during times that the exercise facility is open for use by employees. This is dependent on the agency requirements.

7. Fitness programs appropriate for employee needs and interests.

8. Periodic physical fitness re‐assessment of employees and modification of fitness and exercise plans as appropriate.

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2.4.3. Equipment Maintenance and Repairs

The Contractor shall:

1. Provide on‐site preventive maintenance and repair services at designated Wellness Fitness Centers.

2. Contractor shall inspect gym equipment daily and perform preventive maintenance sessions quarterly. In addition, the contractor has up to forty‐eight (48) hours to respond to emergency situations (maintenance and repair of the fitness equipment).

Contractor shall accomplish preventive maintenance on all cardiovascular and weight training equipment on the day of the scheduled session. All repairs will be done on site, during the hours of operation Monday through Friday.

3. Contractor shall arrange for routine and necessary maintenance and repair of all equipment to ensure that it is operating consistent with manufacturer’s specifications and in a safe working condition. Contractor shall immediately remove from operation and post notice on any equipment that has been deemed unsafe due to malfunction until the subject equipment is either replaced or repaired.

2.4.4. Group Exercise and Specialty Classes

The fitness center staff is required to teach group exercise classes periodically with varying formats and intensities which may include: stretching/relaxation, sculpt/strength, Step, Hi/Low, cycling/Spinning, dance, cardio kickbox and other formats based on industry trends and member needs and interests. Specialty classes such as Yoga, Pilates, Tai Chi, Body Pump, Body Combat and Zumba etc. must be offered at designated sites. Class length ranges from 30 min

– 60min. . All staff must be certified and qualified to teach the class format(s) they instruct.

2.4.5. Health Promotion

Contractor must provide program services as appropriate to promote health and fitness consistent with agency goals and the needs and interests of individual employees. The programs and services shall align with ACSM standards, comply with NCQA WHP accreditation requirements, follow US Preventative Task Force Screening recommendations, and best professional practices. FOH shall review and/or edit all contractor developed policies, health campaign materials, implementation plans, standard operating procedures, program materials, policies, outreach initiatives, health fair plans, and related resources for compliance with the appropriate standards prior to FOH Federal customer implementation. FOH will provide pre‐ approved versions of the aforementioned resources for use by the contractor upon request.

In all cases, participant focused resources and materials supporting or promoting health promotion programming and services (e.g. posters, flyers, table tents, FAQs, presentations, promotional items, etc.) shall adhere to FOH branding guidelines (i.e. appropriate placement of FOH/PSC/HHS logos and taglines) and/or FOH Federal customer branding requirements (i.e.

agency logos), as appropriate. FOH has templates available for the items specified above.

Materials may not carry the contractors name, logo, or any other deviation from FOH and/or Federal customer branding guidelines. Health promotion activities may include, but are not limited to:

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1. Health Education Seminars – Seminars shall be available to all fitness members.

These programs are designed to create an awareness and understanding of the scope and depth of factors affecting health, as well as the relationship to other aspects of life and wellness such as BMI/weight reduction, physical activity, tobacco cessation, nutrition/healthy eating habits, stress management, risky drinking, and depressive symptoms. The contractor may use pre‐approved FOH programs or can propose their own programs, subject to review and approval by FOH prior to implementation. The frequency of these seminars will be determined at the individual task level but may be as often as once per month.

2. Wellness Programs – Shall cover a number of topic areas including, but not limited to, BMI/weight reduction, physical activity, tobacco cessation, nutrition/healthy eating habits, stress management, risky drinking, and depressive symptoms shall be available to all members and designed to build on employees' awareness of health and to transform this understanding into personal actions that result in achieving and maintaining health for a lifetime.

These include longer duration programs lasting four to eight weeks that help employees modify unhealthy behavior patterns to achieve a healthy lifestyle.

Formation of support groups will also help reinforce health‐promoting behavior.

The contractor may use pre‐approved FOH programs or can propose their own programs, subject to review by FOH prior to implementation.

3. Health Risk Appraisal (HRA) – Contractor shall administer an abbreviated HRA questionnaire developed by FOH for all fitness pre‐participation screenings, fitness assessments, and individualized exercise program consultations. All health coaching services shall utilize FOH’s standardized HRA available electronically through FOH’s online wellness and health promotion portal system. If necessary, the contractor may include supplemental questions subject to the approval of the government.

4. Wellness and Biometric Screenings – Throughout the year staff may be requested to coordinate and offer wellness screening events (i.e. blood pressure, Body Mass Index (BMI), body composition, etc.). Screening events shall include use of FOH’s standardized, abbreviated HRA.

5. Health Fairs and Walk/Run Events– At designated sites, Contractor will be required to help coordinate annual and periodic health fair and/or walk/run events that may include participation of various non‐profit organizations such as American Heart Association, etc., marketing and promotions, set‐up and clean up, and hosting a table at the event to promote the WF Center and offer wellness screenings as described above.

6. Wellness Committee Participation‐ In support of FOH’s objective to promote a culture of health in the agencies it serves, contractors shall form/coordinate, assist in the coordination of, or participate in worksite/agency wellness committees. These committees are formed from worksite/agency staff, service

Solicitation# 13‐233‐SOL‐00070 Page 22 of 115 providers, and other aligned stakeholders. The committees are charged with informing agency leadership and staff about available resources, advancing wellness and health promotion goals, and the coordination of activities with onsite staff.

7. Healthy Lifestyle Information– The contractor shall provide an array of current, relevant and evidenced–based health education information that directly complements, explains and/or enhances recommended interventions to address client health risk factors including, but not limited to, BMI/weight reduction, physical activity, tobacco cessation, nutrition/healthy eating habits, stress management, risky drinking, and depressive symptoms. Where possible disseminated information shall align with Federal government recommendations from sources such as the US Preventative Services Task Force, the U.S. Physical Activity Guidelines, and the U.S. Dietary Guidelines, as appropriate. The contractor may use pre‐approved FOH resources or can propose their own content, subject to review by FOH prior to implementation. In addition, FOH shall provide a quarterly newsletter that the contractor staff shall be required to disseminate to members.

2.4.6 Motivational Challenges

Contractor shall provide individual and/or team motivational challenges quarterly, which are designed to be engaging, motivating activities to maximize participation, promote camaraderie, and social interaction. The contractor may use pre‐approved FOH programs or can propose their own programs, subject to review by FOH prior to implementation. These motivational challenges shall directly support wellness and health promotion related activities and may include: pedometers, resistance bands, stability balls, exercise mats, food logs, healthy eating cookbooks, health education materials, free or subsidized fitness center memberships, fitness classes, etc. Some sites may require more frequent programs (i.e. monthly).

2.4.7. Health Awareness Campaigns and Promotions

The Contractor shall promote all fitness center activities and programs to stimulate maximum participation. The contractor may use pre‐approved FOH programs or can propose their own campaign and promotional opportunities, subject to review by FOH prior to implementation..

The contractor shall adhere to FOH branding guidelines and/or FOH Federal customer branding requirements. Promotional materials cannot include the Contractors name or company logo.

2.4.8. FOH Service Delivery Integration

FOH requires that targeted interventions/activities identified through health coaching, highlighted in health education seminars, promoted through health campaigns, or incorporated into wellness programming integrate all applicable FOH services available to Federal employees at the agency level and/or worksite, subject to availability. This includes inbound/outbound wellness fitness centers referrals, as well as inbound/outbound health coaching referrals. These referrals shall include FOH resources physically located at or near the worksite and/or available online.

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2.4.9. Reporting and Evaluation

Contractor must provide reports quarterly and annually (some sites may require this monthly).

At a minimum reports shall include:

1. Wellness Fitness Client Reports:

a. FOH requires standardized, monthly, quarterly, and annual reports including, but not limited to the metrics outlined below. The data to be collected and reported may be modified over time to meet FOH Federal needs to include but not limited to customer requests, updates to NCQA WHP standards and performance measures, and well as other FOH Quality Assurance/Quality Improvement initiatives.

a. Fitness Center Membership: total at beginning and end of reporting period, new members, cancelations, retention rate, attrition rate

b. Fitness Center Utilization: per hour, per day, per month

c. Group Exercise Attendance: Attendance per class

d. Health promotion programs offered, participation and forecast of programs for the next reporting period

e. Motivational challenges offered, participation and forecast of programs for next reporting period

f. Fitness programs: # of exercise appointments, assessments (including Abbreviated HRA) and orientations completed

g. Facility issues/ incidents (i.e. cleaning, security etc)

h. Equipment maintenance, repairs and recommendations

i. Customer satisfaction survey results, member feedback and suggestions including actions taken to resolve issues or recommendations for improvements

b. The reporting period shall adhere to the Federal government fiscal year (October 1st through September 30th) or other defined reporting periods as requested.

2. Financial Reporting

a. The contractor shall provide monthly and annual reporting summarizing the revenue collected and expenses for services performed at each WF Center in performance objective 2. When requested by the COR, detailed charge information shall be provided.

2.4.10. Quality Assurance and Improvement:

The contractor shall establish and maintain a comprehensive Quality Assurance and Improvement system for measuring, evaluating, and improving performance of Wellness Fitness Center management operations

a. The contractor shall develop and submit to the COR a quality assurance and improvement program. At a minimum, the program shall monitor, track, analyze, and improve; NCQA WHP accreditation compliance; Federal employee satisfaction;

client utilization; inbound and outbound Federal employee referrals to other FOH services; cost containment; complaints and complements.

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b. The contractor shall submit an annual work plan evaluation report to the COR that includes key indicators, standards, evaluation of annual performance against the standards, summary actions taken to improve performance, and the resulting steps to address them.

c. The contractor is responsible for submitting quarterly and annual quality assurance and improvement reports to the COR including, but not limited to, the following minimum metrics:

i. Fitness Center Management and Operations

1) Membership totals and growth opportunities

2) Utilization of the facilities and classes

3) Facility issues/incidents, remediation, and process improvement

4) Equipment maintenance and repairs

5) Cost reduction and efficiencies

2.4.11. Membership Fees (Total Contractor‐Managed Wellness/Fitness Centers only)

The contractor will be required to monitor all memberships, renewals, and cancellations.

Various payment options must be made available including: check, credit card, EFT, and payroll deduction. Membership fees may be collected from individual members and/or Government Agencies.

2.4.12. Operations Requirements

The staffing for Performance Objective # 2: Wellness/Fitness Center Management, should be set up to provide the required services at a level commensurate with the typical member usage, hours of operation and other considerations such as coverage when classes are being taught.

The contractor shall provide, at a minimum, one qualified wellness/fitness professional onsite responsible for day‐to‐day operations and management. All wellness/fitness staff must have current certifications and training in Cardio Pulmonary Resuscitation (CPR), Automated External Defibrillation (AED), First Aid and a Bachelors Degree in health, wellness or exercise related field or a minimum of one nationally recognized fitness certification such as: the American Council on Exercise (ACE), the Aerobics and Fitness Association of America (AFAA), the American College of Sports Medicine (ACSM), the National Strength and Conditioning Association (NSCA), and the National Academy of Sports Medicine (NASM). All staff who teaches group exercise classes must be certified to instruct the class format(s) they teach.

At least one staff employee on duty must have a working knowledge of personal computers sufficient to manage and operate the facility programs, access control computer and databases.

The contractor's employees shall conduct themselves in a professional, orderly and safe manner within the premises whether on or off duty. The use of any government owned computers or network will be done in accordance with Privacy Awareness Training and Information Security Systems Awareness policies.

The Contractor will meet the following standards of customer service:

• Always provide appropriate greetings (in person…