J.1-QASP NVRS 1605C3-24-R-00009.docx

QASP - Nurse and Vocational Rehabilitation Case Management Services (NVRS)

Quality Assurance Surveillance Plan (QASP)

For: Nurse and Vocational Rehabilitation Case Management Services (NVRS)

Contract Number: < TBD>

Contract Description: To provide nationwide Nurse and Vocational Rehabilitation Case Management Services for the Nurse Intervention Program and Vocational Rehabilitation Program for OWCP. To provide all the personnel, tools, and supervision as directed by this PWS throughout the period of performance.

Contractor’s name: < TBD>

Purpose This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place?

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented?

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed-Price

Government Roles and Responsibilities The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: <enter name> Organization or Agency: <enter organization or Agency name> Telephone: <enter number> Email: <enter address>

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: Tania Irizarry Marrero Email: Irizarry.Marrero.Tania@DOL.gov

c. Other Key Government Personnel -

Adam Calendrillo, Branch Chief Email: Calendrillo.Adam@dol.gov

Penelope Schultz, Assistant Branch Chief Email: Schultz.Penelope@dol.gov

Tanveer Raja, Nurse Supervisor Email: Raja.Tanveer@dol.gov

Dominique T. Hook, Lead Nurse hook.dominique@dol.gov

Christine A Franklin, Vocational Rehab Lead Email: Franklin.Christine@dol.gov

Tracy Johnson, Supervisory Rehabilitation Specialist Email: johnson.tracy@dol.gov

Contractor Representatives The following employees of the contractor serve as the contractor’s Contract Manager and Task Manager for this contract. <Communication should occur with them during QASP development. It will help if they review the draft QASP and accept the final version.>

a. Contract Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. Quality Assurance Analysts- <upon award, enter name> Telephone: <enter number> Email: <enter address>

c. Trainer and Subject Matter Expert - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, in the Performance Work Statement- Technical Exhibit 1 includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Incentives The Government shall use positive past performance ratings documented in the Contractor Performance Assessment Reporting System (CPARS) as incentives. Incentives shall be based on exceeding, meeting, or not meeting performance standards.

In addition, as stated in PWS Section 1.6.14.1.3, “pricing for this contract is based on the delivery date for conforming billable work products. The Government will apply tier pricing to five (5) of the seven (7) billable work products described in Section 1.6.14.1, based on the submission date. The tier pricing unit rates for the respective billable work products will be approved at contract award. Tier 1 represents the base billable price applicable for a respective work product in a particular region. Tier 2 represents the highest billable price (10% increase of the Tier 1 price) applicable for a respective work product in a particular region.

Methods of QA Surveillance

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR shall always contact the contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the CO, shall be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

1. PRS 1: Develop and maintain an effective Quality Control Plan (QCP) within 30 calendar days of contract award. Methods of Surveillance:

a. 100% inspection of the QCP and approval by the Contracting Officer and COR.

2. PRS 2: Undertake corrective work of all billable work products and other required reports, complete any required reperformance, and resubmit the deliverable within seven (7) calendar days of the rejection/request. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. Periodic evaluation of the OWCP’s Workers' Compensation Medical Bill Processing (WCMBP) portal, and Disability Management Portal (DMP), timeliness reporting.

3. PRS 3: Report any breach or suspected breach of Personally Identifiable Information (PII) data within one (1) hour of becoming aware of the incident. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Quarterly reporting.

b. Periodic Evaluation of OWCP Security reporting on PII Breach.

4. PRS 4: Submit the key personnel’s resume and supporting information for review and approval. Ensure key personnel positions under this PWS have the necessary expertise, experience and capability to perform assigned tasks. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the key personnel resumes and supporting information.

5. PRS 5: Submit accurate invoices with the associated billable work products in the appropriate format within the required timeframes through approved mechanism of transmission. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. Periodic evaluation of the OWCP’s WCMBP timeliness reporting.

6. PRS 6: Provide adequate number of contract level management personnel and qualified Contractor’s Rehabilitation Counselors (RCs), Field Nurses (FNs) and Triage Nurses (TNs) to sufficiently meet caseload demands of the FECA program. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. 100% inspection of key personnel resumes.

c. Random sampling of the resumes of contract level management personnel and RCs, FNs and TNs.

7. PRS 7: Ensure all work continues during the entire performance of this contract and provide an “Emergency Continuation of Essential Services”/ Contingency Plan. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contingency Plan.

8. PRS 8: Prepare all training materials, train or instruct all Contractor’s FN/TN and RCs; and maintain a training log and provide it to Federal Program Managers. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s training materials, Monthly and Quarterly reporting.

9. PRS 9: RC’s timely interim communication. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. Periodic evaluation of case documents, OWCP-44, reports, and work products for compliance.

10. PRS 10: Adhere to the timeframes for rehabilitation services as outlined in Section 5.4.5. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. Periodic evaluation of case documents, OWCP-44, reports, and work products for compliance.

11. PRS 11: Ensure timely assignment of RC cases and case actions. Methods of Surveillance:

a. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

b. Periodic evaluation of the OWCP’s WCMBP and DMP timeliness reporting.

12. PRS 12: Provide timely RC Regular (initial and progress) Reports and Site Visit Reports with the respective invoice via WMCBP. Methods of Surveillance:

12. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

12. Periodic evaluation of the OWCP’s WCMBP and DMP timeliness reporting.

1. PRS 13: Provide timely Vocational Rehabilitation Plans with the respective invoice via WMCBP. Methods of Surveillance:

13. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

13. Periodic evaluation of the OWCP’s WCMBP timeliness and approval rate reporting.

1. PRS 14: Provide timely RC Closure reports with the respective invoice via WMCBP. Methods of Surveillance:

14. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

14. Periodic evaluation of the OWCP’s WCMBP timeliness and approval rate reporting.

1. PRS 15: FN’s Submits timely interim communication. Federal Program Managers’ periodic evaluation of case documents, reports, and work products for compliance. Methods of Surveillance:

15. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

1. PRS 16: Adhere to the timeframes for FN services as outlined in 5.5.5. Methods of Surveillance:

16. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting

16. Periodic evaluation of case documents, reports, and work products for compliance.

1. PRS 17: Ensure timely assignment of FN cases and case actions. Methods of Surveillance:

17. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

17. Periodic evaluation of the OWCP’s WCMBP timeliness reporting.

1. PRS 18: Provide timely FN Regular (initial and progress) Reports and Site Visit Reports with the respective invoice via WMCBP. Methods of Surveillance:

18. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

18. Periodic evaluation of the OWCP’s WCMBP timeliness and approval rate reporting.

1. PRS 19: Provide timely FN Closure reports with the respective invoice via WMCBP. Methods of Surveillance:

19. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

19. Periodic evaluation of the OWCP’s WCMBP timeliness and approval rate reporting.

1. PRS 20: Provide timely SECOP Prep Packet in DMP within 14 calendar days of assignment. Methods of Surveillance:

20. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

20. Periodic evaluation of case documents, reports, and work products for compliance.

20. Periodic evaluation of the OWCP’s WCMBP electronic portal timeliness and approval rate reporting.

1. PRS 21: Provide Triage Nurse (TN) Services. Methods of Surveillance:

21. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

21. Periodic evaluation of the OWCP’s electronic portal timeliness reporting.

1. PRS 22: Complete timely TN DMP documentation and Closure report. Methods of Surveillance:

22. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

22. Periodic evaluation of the OWCP’s electronic portal reporting.

1. PRS 23: Schedule and conduct a weekly status review meetings with the Federal Program Managers and COR. Take minutes of any meetings with the Government. Methods of Surveillance:

23. 100% inspection by COR and Federal Program Managers of the meeting minutes.

1. PRS 24: Provide Monthly Performance Reports. Methods of Surveillance:

24. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly reporting.

1. PRS 25: Provide quarterly management reports. Methods of Surveillance:

25. 100% inspection by COR and Federal Program Managers of the Contractor’s Quarterly reporting.

1. PRS 26: Ensure that any corrective action strategy results in minimal adverse impact on the Contractor’s RC/FN/RN case management process and does not result in delay of delivery of case management services. Methods of Surveillance:

26. 100% inspection by COR and Federal Program Managers of the Contractor’s Quarterly reporting.

1. PRS 27: Provide account user forms; ensure appropriate access and use of the Government’s electronic portals, including but not limited to, the DMP and WCMBP electronic portals. Methods of Surveillance:

27. 100% inspection by COR and Federal Program Managers of the Contractor’s Monthly and Quarterly reporting.

27. Periodic Surveillance of Government’s electronic portals.

1. PRS 28: Comply with confidential requirements. Methods of Surveillance:

28. 100% inspection of PII Breach report.

28. Periodic Surveillance of Government’s electronic portals.

1. PRS 29: Develop and initiate a transition-in plan. Methods of Surveillance:

29. 100% inspection of transition-in plan by COR and Federal Program Managers.

1. PRS 30: Develop and initiate a transition-out. Methods of Surveillance:

30. 100% inspection of transition-out plan by COR and Federal Program Managers.

Ratings Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

Example 1:

Documenting Performance

a. ACCEPTABLE PERFORMANCE The Government shall document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, award fee payments, or other actions.

b. UNACCEPTABLE PERFORMANCE.

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's task manager or on-site representative. A CDR template is attached to this QASP.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, or other actions deemed necessary by the CO.

Frequency of Measurement

a. FREQUENCY OF MEASUREMENT.

During contract/order performance, the COR shall take periodic Monthly and Quarterly measurements, as specified in the AQL column of the Performance Standards Summary Matrix and shall analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

b. FREQUENCY OF PERFORMANCE ASSESSMENT MEETINGS.

The COR shall meet with the contractor monthly to assess performance and shall provide a written assessment.

Prepared by: Tania Irizarry Marrero Signature – Contracting Officer’s Representative

Performance Report

1. CONTRACT NUMBER: <insert number>

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.>s

Prepared by: <Enter COR’s name>

QUALITY ASSURANCE SURVEILLANCE PLAN

Version – May 2018