RFI 15PBJA24N00000001.pdf

SAM & GSA EBuy Presolicitation Notice

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ARCHIVE DAYS AFTER THE RESPONSE DATE

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* = Required Field SAM.GOV Presolicitation Notice Rev. March 2024

R

OFFICE SUPPORT SERVICES FOR THE PUBLIC SAFETY OFFICERS’

BENEFITS PROGRAM

20531

15PBJA24N00000001

05-01-2024

N

Y

541211

US Department of Justice DOJ, Office of Justice Programs Acquisition Management Division 810 7th Street, N.W.

Washington DC 20531

Debashis Nag, Contract Specialist USDOJ Office of Justice Programs 810 7th Street, NW Room 3610 Washington, DC 20531 (202)616-1705 Direct | (202)354-4154 Fax debashis.nag@usdoj.gov

US Department of Justice Office of Justice Programs Office for Victims of Crime 810 7th Street, NW Washington, DC

20531

USA

http://ojp.gov

US Department of Justice, Office of Justice Programs debashis.nag@usdoj.gov

US DEPARTMENT OF JUSTICE

OFFICE OF JUSTICE PROGRAMS (OJP)

BUREAU OF JUSTICE ASSISTANCE (BJA)

PUBLIC SAFETY OFFICERS’ BENEFITS PROGRAM (PSOB)

OFFICE SUPPORT SERVICES

This Request for Information (RFI) is being released pursuant to the Federal Acquisition Regulations (FAR) Part 10 Market Research. The information collected through the process is considered to be market research as described by FAR 2.101 and in accordance with FAR 10.002. This is NOT a Request for Proposals (RFP), and nothing shall be construed herein or through the Sources Sought process to commit or obligate the Government to further action. In addition, vendors responding to this RFI shall bear all risks and expenses of any resources used to provide the requested information. The submission of capability information in response to this market survey is purely voluntary.

The Department of Justice (DOJ), the Office of Justice Programs (OJP) is issuing this RFI to identify qualified and responsible 8(a) small business having an interest in and possessing the resources and expertise to provide support services to the PSOB Office for a concentrated customer call center, case file management, customer resource assistance and associated supporting paralegal activities related to the PSOB death, disability, and educational assistance programs.

The applicable North American Industry Classification System (NAICS) code assigned to these proposed services is 541211. The anticipated contract type is Time & Material. The anticipated period of performance is a base year plus four (4) option years commencing June 1, 2024. The anticipated place of performance will be the Contractor site, or remote, with occasional on-site meetings at BJA at 810 7th Street NW, Washington DC 20001.

This acquisition is currently required to stay in the 8(a) program. Responses are requested from only Certified 8(a) Small Businesses.

The incumbent for this task is Hamilton Enterprises, LLC, GS23F0091V Task Order 15PBJA19F00000005 end date 9/2/2024.

Introduction

Enacted in 1976, the Public Safety Officers’ Benefits (PSOB) Act assists in the recruitment and retention of qualified public safety officers in America; establishes the value communities place on the contributions of those who are willing to serve their communities in potentially dangerous circumstances; and offers peace of mind to men and women seeking careers in public safety. A unique effort of the US Department of Justice;

local, state, tribal, and federal public safety agencies; and national organizations, PSOB provides benefits including death, educational assistance, and disability to those eligible for the Program.

The PSOB Office at the Bureau of Justice Assistance (BJA), Office of Justice Programs, US Department of Justice is responsible for implementing the PSOB Program. In addition to reviewing and processing more than 1,000 cases each year, the Office works with national law enforcement, firefighter, and other first responder groups, educating public safety agencies regarding the Program and offering support to families and colleagues of fallen law enforcement officers, firefighters, and other first responders.

In FY 2023, the PSOB Office reviewed 829 death claims and of those, 641 were determined; 194 claims disability benefits, of which 60 were determined; and 591 determined education claims. The number for death, disability, and education claims has increased exponentially due to a number of amendments to the law and expanded knowledge of the Program. Additionally, PSOB appeals at the Hearing Officer and BJA Director levels have reached unprecedented numbers.

Scope

The Contractor shall provide timely and respectful assistance by way of caring customer service to survivors, surviving agencies, injured officers, and others regarding federal line of duty death, disability, and education benefits that may be available to them.

Tasks

The Contractor, at a minimum, shall provide the PSOB Office with the following services that relate to all PSOB death, disability, and educational (as needed) assistance claims. Note that the minimum qualitative performance foundation for all services related to these activities is respectful, timely, and clear communication and customer service to survivors, injured officers, public safety agencies, and related partners.

Figure A. Major Tasks

TASK DESCRIPTION

Task 1 Provide PSOB Director and PSOB Office Support

Task 2 Maintain and operate the BJA PSOB Customer Call Center

Task 3 Provide case file management

Task 4 Provide customer resource assistance

Task 5 Paralegal support services

Task 1 – Provide PSOB Director and PSOB Office Support

The Contractor shall provide the following PSOB Director and PSOB Office Support services:

The Call Center Specialist shall provide direct support to the PSOB Director and other PSOB Federal and Contract staff.

The Call Center Specialist shall draft, review, and edit official correspondence for PSOB to be released both within the Agency and publicly. This task includes a review and edit process with the COR, PSOB Director, Federal and Contract staff as appropriate.

The Call Center Specialist shall serve as a liaison between PSOB Management and the Contractor’s corporate office.

Task 2 – Maintain and operate the BJA PSOB Customer Call Center

The Contractor shall provide the following in order to maintain and operate the BJA PSOB Customer Call Center:

The Call Center Specialist shall provide direct support to the PSOB Director and other PSOB Federal and Contract staff.

The BJA PSOB Customer Call Center is a 1-800 toll-free phone number that shall be staffed by from the hours of 8:00 a.m. – 5:00 p.m. (Eastern Time) Monday through Friday. These continuous uninterrupted hours demonstrate the level of commitment of the PSOB Office, BJA, OJP; and the U.S.

Department of Justice to survivors and surviving agencies experiencing a line of duty death or catastrophic injury of an officer. Customer Call Specialists handle the day-to-day operation of the Customer Call Center for the PSOB Program which is the first phone call that agencies or survivors make when a tragedy occurs. The Customer Call Center is a fast-paced and high-volume environment that demands speed and accuracy, while ensuring the proper handling of the sensitive nature of the customer.

The Contractor shall ensure that the workload in the call center is efficiently operated to ensure that the image of the program and delivery of service is not hindered.

The Customer Call Specialists shall provide clear, general, and accurate PSOB information to callers as requested.

The Contractor shall ensure that the call line is properly staffed with sufficient Customer Call Specialists at all times during these hours in order to handle the call volume.

Customer Call Specialists shall perform non-inherently governmental tasks, to perform proactive customer service to survivors and agencies, capture critical data on each application in the PSOB case management system, and accepting or rejecting each application based on submission of basic required documentation.

The Customer Call Specialist shall document each call in the PSOB 2.0 Portal on the same or next day the call was made, including the date and time of the call, whether the applicant / agency POC was reached or a voicemail was left, etc.

The Customer Call Specialist shall answer all general PSOB inquiries; forward other calls to PSOB staff as requested or indicated.

The Customer Call Specialist shall document general information about calls via an Excel spreadsheet on the same day or next day the call was taken.

The Customer Call Specialist shall open, track, and distribute all incoming mail (electronic and physical).

The Customer Call Specialist shall track all closed and archived cases.

The Customer Call Specialist shall scan records when required using Government furnished equipment.

The Customer Call Specialist shall assist with mail merge correspondence, as necessary.

Task 3 – Provide case file management

The Contractor shall provide the following case file management services:

The Contractor shall initiate and maintain PSOB claim case files in the PSOB 2.0 online portal. PSOB

2.0 is a new portal launched on October 10, 2017. It includes features such as customized checklists, and a MyPSOB page to ensure a streamlined and easy-to-navigate system for both claimants and public safety agencies. The internal case management system, or CRM, includes “Work Items” (along with step-by-step procedures) that reflect the internal review status of PSOB death, disability, and education claims, at the PSOB Office, Hearing Officer, and BJA Director levels of review.

The case file managing system includes both a hard copy file system and the PSOB 2.0 portal.

Customer Resource Specialists shall review applicant / agency information in the both systems to ensure that the data in both is accurate, up-to-date, and matching.

Both Customer Call Specialists and Customer Resource Specialists ensure the proper archiving of closed cases in both the hard copy file system and the PSOB 2.0 portal. All closed cases will be tracked and filed in-house per archiving protocol and then archived.

Task 4 – Provide customer resource assistance

The Contractor shall provide the following customer resource assistance services:

Customer Resource Specialists shall perform non-inherently governmental tasks, to perform proactive customer service to survivors and agencies of fallen or catastrophically injured public safety officers.

This assistance conveys the critical message to survivors, agencies, and injured officers that “Your application is not lost.”

Customer Resource Specialists shall work closely with the PSOB Benefits Specialists and the PSOB Director to communicate the latest updates and progress on all active applications.

Customer Resource Specialists shall continue follow up with the survivor / applicant after they are initiated by the Customer Call Specialist and provide general status updates regarding the claim. The initial follow up call to survivors / agencies shall occur within 24 hours of first contact with the BJA PSOB Customer Call Center. Customer Resource Specialists shall ensure completion of all claims within 10 working days (or less if indicated and discussed with the PSOB Director until the case is released from Outreach for assignment to a Benefits Specialist).

Customer Resource Specialists shall initiate calls or emails to resolve discrepancies within two working days of receiving from the PSOB Director and / or Specialist.

Customer Resource Specialists shall return voicemails / emails / messages from survivors / agencies within two working days of receipt.

Customer Resource Specialists shall be assigned periodically to perform customer service to dependents of fallen and injured officers who are seeking educational assistance through the Public Safety Officers’ Educational Assistance (PSOEA) Program. Customer Resource Specialists shall prepare the many documents required to submit a PSOEA claim through strong organizational skills and a strong understanding and implementation of the mathematical calculations in Microsoft Excel.

The Customer Resource Specialist is responsible for requesting documents needed for PSOEA claims, following up on documents submitted, and drafting documents for review and approval by a PSOB Benefits Specialist and the PSOB Director.

Customer Resource Specialists shall update the PSOB 2.0 Portal with all outreach actions.

The Contractor shall ensure that a minimum of one (1) Customer Resource Specialist is fluent in

Spanish.

Task 5 – Paralegal support services

The Contractor shall provide the following paralegal support services:

Paralegals shall work with the PSOB Senior Benefits Specialists, Benefits Specialists, and the PSOB Director early and often in the claim process to review and analyze supporting evidence, and to identify issues of fact and law, including for cases involving fatal heart attacks, strokes, or vascular ruptures and other medical conditions.

Following claim number assignment, Paralegals shall review all new PSOB death and disability claims and identify any potential claim issues based on the initial submission of information. The Paralegal shall note the initial review in the PSOB 2.0 Portal the same day the review was conducted. Within three working days of receipt of the file, the Paralegal shall meet with the PSOB Director and / or Specialist to discuss the PSOB claim and identify any potential claim issues.

Paralegals shall be responsible for capturing, tracking, organizing, and reporting PSOB data and metrics to the COR and PSOB Director.

Paralegals shall support the tracking and processing of PSOB cases at the Hearing Officer and BJA Director levels.

Paralegals shall provide a general review of all new PSOB claim information on a weekly basis.

Among the team of Contractor paralegals, at least one Paralegal Specialist shall have specialized experience in maintaining a portfolio of death and disability claims that have been appealed on the Hearing Officer and BJA Director levels.

Deliverables

Deliverables include the following:

Monthly Technical Progress Report – This report shall be submitted to the Contracting Officer’s

Representative (COR) by the 15th of each month and include a description of accomplished milestones.

Monthly Financial Report – This report shall be submitted to the COR by the 15th of each month and include a description of description of all applicable financial obligations.

Corrective Action Plan – This deliverable is submitted as required when Contractor’s performance requires action per COR request. Must be submitted within 5 business days of COR request via email.

Non-Personal Services

The services and performance required under this contract are determined to be not inherently governmental.

The Contractor shall not perform or give the appearance of performing inherently governmental functions as described in FAR Part 2 and Subpart 7.5, and all applicable DOJ policy. The Government shall neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks.

All Contractor personnel shall identify themselves as contracted support personnel in all forms of communication with all entities with whom DOJ has business dealings. 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 Contracting Officer immediately.

Business Relations

The Contractor shall successfully integrate and coordinate all activity needed to execute the requirements specified herein. The Contractor shall manage the timeliness, completeness, and quality of the contract deliverables. The Contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of all Contractor personnel (including subcontractors). The Contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all Contractor personnel.

Contract Management

The Contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to this requirement. The Contractor must maintain continuity between the support operations at OJP Headquarters and the Contractor's corporate offices.

Contract Administration

The Contractor shall establish processes and assign appropriate resources to effectively administer this contract. The Contractor shall respond to Government requests for contractual actions in a timely fashion. The Contractor shall have a single point of contact between the Government and Contractor personnel assigned to support this contract. The Contractor shall assign work effort and maintain proper and accurate time keeping records of personnel assigned to work on this contract.

Personnel Administration

The Contractor shall provide the following management and support as required. Contractor shall provide support for employees during designated Government non-work days or other periods where Government offices are closed due to weather, security concerns or any unforeseen reason that the government buildings are not operational and federal employees are The Contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the SOW requirements. The Contractor shall make necessary travel arrangements for employees. The Contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

Subcontractor 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. The Contractor may add subcontractors to their team after notification to the Contracting Officer or the Contracting Officer Representative (COR).

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 ensure the labor categories, labor rates, and man-hours utilized in the performance of each requirement issued hereunder will be the minimum necessary to accomplish the task.

The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

Training

OJP may implement new emerging tools to assist staff and contractors with performing tasks. The COR may approve training if it is determined that BJA provided training, conferences or seminars required or necessary.

The Call Center Specialist shall draft all training requests to the COR.

Security Requirements

The Contractor will require access to information that deems a public trust investigation such as a Moderate Risk or T2 background. No less than an MBI (Moderate Risk Background Investigation) for contractor staff will be required due to the handling of the personally identifiable information and sensitivity of issues disclosed.

The Contractor agrees to comply with all DOJ IT Rules of Behavior, confidentiality practices and any third-party non-disclosure agreements as needed to fulfil the requirements of this position. The contractor must be a U.S.

citizen and meet the Department of Justice Residency Requirement in accordance with the security clauses in the Basic Contract. Network access and access to required computer applications will be provided pending the successful completion of the OJP security background checks and the applicant is cleared to begin work with

OJP.

Respondents to this RFI shall provide the following information:

a) Vendor background summary including, contractor name, address, DUNS, point of contact information, email, phone, website address, small business designation, and any GSA (or other Federal Supply) schedule number.

b) Tailored capability statements addressing the particulars of this effort, with appropriate documentation supporting claims of organizational and staff capability. If subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements.

c) Past Performance - Provide a list of previous contracts where similar services were provided. Provide customer/Government Agency contact information where these services were provided including:

contact name and organization, telephone number, and email address.

The Government will evaluate market information to ascertain potential market capacity to provide services consistent in scope with what is described in this notice and otherwise anticipated.

Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions. Interested vendors should monitor a government point of entry site for further information.

Submissions from respondents who are not 8(a) small businesses will not be considered.

Submission Instructions: Interested small business vendors who consider themselves qualified to perform the above-listed services are invited to submit a response to this RFI Notice by Friday, March 15, 2024, at 12:00PM Noon Eastern Time. All responses under this RFI Notice must be emailed to debashis.nag@usdoj.gov.