TBHCE_Support_Services_SOW_(19-236-SOL-0008).pdf

1 | P a g e

Scope of Work

Indian Health Service

Tele-Behavioral Health Center of Excellence

Technical Support Services for Education and Meeting Activities

Solicitation # 19-236-SOL-00008

2 | P a g e

Technical Support Services for Education and Meeting Activities

1.0 Mission

The mission of the Indian Health Service (IHS) is to raise the physical, mental, social, and spiritual health of American Indians and Alaska Natives (AI/AN) to the highest level.

1.1 Background

The IHS Tele-Behavioral Health Center of Excellence (TBHCE) is committed to providing, promoting, and supporting the delivery of high-quality, culturally sensitive tele-behavioral health and tele-education services to American Indian/Alaska Native people through clinical services, provider education, and support. More specifically in regard to provider education, the TBHCE has expanded its capacity to assist IHS divisions in facilitating and executing effective asynchronous (recorded) and synchronous (live) trainings, meetings, and conferences. Virtual conferences, webinars, live streaming, and on-demand recorded trainings have become the standard mediums to educate and reach providers and large, remote audiences. In light of the increased demand for training, the TBHCE is seeking to provide additional technical support for web-based training and education activities.

1.2 Scope

Under this contract, the Contractor is responsible for providing support and facilitation for the TBHCE virtual learning systems. The TBHCE will provide the virtual learning system/web based platform

(currently Adobe Connect through May, 2023). The Contractor shall provide support primarily in the following technical areas (but not limited to): 1) administering live virtual trainings, 2) administering virtual meetings, 3) reviewing and editing training and meeting materials to meet Section 508 compliance of the Rehabilitation Act of 1973 requirements for submission to the internal IHS authority for approval, 4) filming and streaming live in-person learning events, 5) providing end user support, 6) assisting in the development of on-demand, recorded trainings, and 7) developing data collection reports from training and meeting events.

2.0 General Requirements

This section describes the general requirements for this effort. The following sub-sections provide details of the requirements for this effort and applicable considerations. The tasks and deliverables described in the sub-sections below outline the requirements necessary to achieve this effort and support learning activities.

2.1 Non-Personal Services

The Government will neither directly 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 Administrative Contracting Officer (ACO) immediately.

3 | P a g e

2.2 Business Relations

The Contractor shall successfully integrate and coordinate all activity needed to execute the requirements. The Contractor shall manage the timeliness, completeness, and quality of problem identification. The Contractor shall provide corrective action plans, proposal submissions, timely identification of issues, and effective management of subcontractors. The Contractor shall strive to ensure customer satisfaction, as well as the professional and ethical behavior of all contractor personnel.

2.3 Contract Administration and Management

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

2.4 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 among the Contractor's corporate offices and Indian Health

Service.

2.5 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 in a timely fashion. The Contractor shall have a single point of contact (POC) between the Government and

Contractor personnel assigned to support the contract.

The Contractor shall meet with the Contracting Officer’s Representative (COR) and IHS officials within 7 business days of the contract award. During this meeting, the Contractor shall: Review the Scope of

Work (SOW); discuss tasks; schedule orientation/training; begin initial planning for acceptable execution of deliverables. The Contractor shall take meeting minutes of every meeting with the COR and will supply a copy to the COR within 7 business days of the completion of the meeting for review.

The Contractor POC and COR will hold monthly meetings, as well as a meeting at the beginning of the option year of the contract to revisit and make adjustments (if necessary) to ongoing tasks in the SOW.

The Contractor shall work with the IHS to develop a task/deliverable schedule that will be submitted and review monthly.

The Contractor shall attend weekly meetings with the IHS/TBHCE staff.

2.6 Personnel Administration

The Contractor shall provide the management and support outlined below as required:

The Contractor shall maintain the knowledge 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 necessary infrastructure to support contract tasks.

4 | P a g e

The Contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

2.7 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. Contractors may add subcontractors to their team after notification to the ACO or COR. Cross teaming may or may not be permitted.

2.8 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 labor rates and man-hours utilized in the performance of each deliverable will be the minimum necessary to accomplish the task.

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

2.9 Location and Hours of Work

Accomplishment of the deliverables contained within this SOW requires work at various contractor, subcontractor, and Government facilities (mainly in the continental United States). Normal workdays are

Monday through Friday, except US Federal Holidays. Workers typically work up to eight (8) hours per day, 40 hours per week. Flextime workers start not earlier than 0600 and not later than 0900. Core hours of work are from 0900 to 1500 daily. All employees are expected to be available during core hours. The Contractor shall be flexible regarding hours of work to fulfill specific deliverables (section

3.2, 3.3, 3.5); Contractor may need to be available 0600 to 0900. At no time shall contractor staff be on site at a Government facility without an IHS employee present.

2.10 Travel / Temporary Duty (TDY)

The Contractor is responsible for providing travel, lodging, and meals for all contracting staff under this

SOW. Contractor should aim to secure per diem and lodging rate closest to the General Services

Administration (GSA) rates for the calendar year in which work is conducted. Travel costs shall not exceed $7,500.00 in a single contract year.

3.0 Performance Requirements

The Contractor must have intermediate experience with personal computers. The Contractor must have advanced experience with Adobe Acrobat and Microsoft Office 2016 programs (including Outlook, Word, Excel, PowerPoint, and Access). It is preferred that the Contractor has experience with Adobe

Connect software and other similar meeting interfaces.

The Contractor must be able to communicate both orally and in written format across many platforms. This includes, but is not limited to: Email, instant messaging, message/discussion boards, etc.

5 | P a g e

The Contractor must have advanced data processing skills and knowledge required to process the basic functions in the virtual learning system.

The Contractor must have the skills and ability to utilize the TBHCE customer service ticketing software (currently Groove). The ticketing system collects all customer support requests

(related to Adobe Connect or other TBHCE education and training activities) and allows the team to respond to customer inquiries. The Contractor must be able to respond to general inquiries regarding user account provisioning, opening, modifying, and closing tickets, etc.

The Contractor must have advanced analytical knowledge, skills, and abilities required to problem solve by collecting data, reviewing and analyzing the existing data and/or problem to generate an innovative solution that the Contractor shall test or confirm before being discussing with the end user and other team members. Testing will assure that solutions are effective and correct.

The Contractor must have the skills and ability to effectively communicate general information, instructions, analyses, and solutions in written and oral communication. The Contractor must have experience in training users on a one-to-one basis via remote means.

The Contractor must have the ability to acquire technical and administrative knowledge of the

IHS virtual learning systems, methods, applications, techniques, and procedures.

The following section specifies the Performance Objectives and Performance Deliverables for the contract.

All deliverables in this SOW must be met adhering to these guidelines:

AQL=Acceptable Quality Level.

Performance Standards for all Tasks/Deliverables Must Be:

1) Timely

a. AQL: Arrives on time, without delay.

b. AQL: Arrives early to scheduled trainings and meetings and stays after meeting to assist attendees and presenters (if needed).

2) Customer Service/Technical Assistance

a. AQL: Provides responsive, timely, professional service to internal/external customers as quickly as possible (or within 2 business days or less).

b. AQL: Responds to customer questions/complaints/technical difficulties and resolves problems with active listening, and a calm, friendly, professional demeanor. If additional assistance is needed, consults with IHS/TBHCE staff.

c. Consultation to others are professional and supportive. Assists peers and

IHS/TBHCE staff with applicable technical difficulties whenever possible.

d. AQL: Verbal/email/written communication is respectful and professional.

3.1 Orientation and Training.

The Contractor is expected to participate in training and orientation with IHS/TBHCE staff. Training will include (but not limited to):

Attend orientation in Albuquerque, NM at TBHCE to meet with the COR, and to receive training from TBHCE staff related to subsequent tasks.

6 | P a g e

The Contractor must complete applicable IHS required trainings prior to beginning execution of the deliverables. Required training includes, but is not limited to: Record Keeping, Information

Systems Security Awareness, Privacy Act, etc.

The Contractor shall be expected to observe TBHCE staff for live virtual trainings/meetings, implement skills learned, serve as the primary host while being observed by IHS/TBHCE staff, receive coaching, and demonstrate mastery after five training opportunities with IHS/TBHCE staff.

By the fifth training opportunity, the Contractor must be able to demonstrate that they can operate the virtual learning system independently and provide technical assistance to training/meeting attendees and presenters.

3.2 Administer Live Virtual Trainings.

The Contractor shall administer and support all technical aspects of synchronous (live) virtual trainings assigned by the IHS/TBHCE Staff. Tasks will be assigned by email or verbal communication. Specific tasks include (but are not limited to):

The Contractor shall schedule all trainings in conjunction with IHS/TBHCE staff.

The Contractor shall ensure availability of virtual learning platform and coordinate with

IHS/TBHCE staff to avoid scheduling conflicts.

The Contractor shall create virtual learning rooms in learning platform based on presenter needs, configure the virtual training room with content/layouts prior to the start of the training

(audio, video, recording, etc.).

The Contractor shall orient presenters to the virtual learning platform, by administering a dry run in coordination with presenters prior to the live event.

The Contractor shall serve as the technical host of the training, and shall provide real time technical support, which will include monitoring sessions (in real time) to provide technical assistance to the attendees and presenters.

The Contractor shall create, review, edit, and disseminate the marketing materials (flyers), registration page, attendee evaluations, training documents, PowerPoint presentations, and certificates for trainings in conjunction with IHS compliance requirements (see Task 3.4). The

Contractor must submit all materials for prior approval to IHS/TBHCE staff before dissemination.

The Contractor shall coordinate with IHS/TBHCE staff and the IHS Office of Information

Technology to facilitate the posting of training materials and recorded trainings on the IHS.gov website and applicable intranet sites.

3.3 Administer Virtual Meetings.

The Contractor shall administer and support all technical aspects of virtual meetings assigned by the

IHS/TBHCE Staff. Tasks will be assigned by email or verbal communication. Specific tasks include (but are not limited to):

The Contractor shall schedule all meetings in conjunction with IHS/TBHCE staff.

The Contractor shall ensure availability of virtual platforms and coordinate with IHS/TBHCE staff to avoid scheduling conflicts.

7 | P a g e

The Contractor shall create virtual meeting rooms in learning platform based on presenter needs, configure the virtual meeting room with content/layouts prior to the start of the meeting

(audio, video, recording, etc.).

The Contractor shall orient meeting presenters to the virtual learning platform, by administering a dry run in coordination with presenters prior to the live meeting.

The Contractor shall serve as the technical host of the meeting, and shall provide real time technical support, which will include monitoring sessions (in real time) to provide technical assistance to the attendees and meeting presenters.

The Contractor shall create, review, edit and disseminate any meeting materials, PowerPoint presentations, in conjunction with IHS compliance requirements (see Task 3.4). The Contractor must submit all materials for prior approval to IHS/TBHCE staff before dissemination.

3.4 Review and Edit Materials for 508 Compliance.

The Contractor shall review and edit documents assigned by the Program Officials, IHS Staff, generated and gathered, (examples of materials include presentation slides, videos, reports, presenter handouts, flyers, etc.) to ensure compliance with Section 508 of the Rehabilitation Act of 1973, and that the content is appropriate for public release and without errors. Reviewed/edited material shall be submitted to the internal IHS authority for secondary review and approval.

3.5 In-Person Education Activities: Technical Assistance and Filming.

The Contractor shall attend in-person events such as: trainings, national conferences, agency priority meetings, or other hospital or university partner events (as identified by the IHS/TBHCE staff) to film, live stream, and record content. The Contractor shall also provide in-person, onsite technical assistance, and may need to provide pre-event and post-event technical assistance to presenters and/or partnering organizations on how to set up equipment and use any software and/or the virtual learning platform.

3.6 Provide End User Support.

The Contractor shall provide basic and advanced support and customer service on a national level for the IHS virtual learning platforms by telephone, e-mail, and on site. Specific tasks include (but are not limited to):

User support is provided to users from all levels of the Indian Health Service organization.

Support is also provided to users in Tribal, Urban, university, and other federal settings.

The Contractor shall provide basic end user support functions which include but are not limited to user provisioning processes, basic to advance navigation assistance, ticket escalation processes, and referral information for desktop support.

The Contractor shall provide user support which includes, but is not limited to, collecting data and information from end users regarding their problem issue, conducting analysis and research to come up with a resolution to the problem issue.

The Contractor shall also be responsible for detecting and evaluating trends or problems related to the virtual learning platform.

The Contractor shall utilize the TBHCE customer support/ticketing system (currently Groove).

The ticketing systems will be used to create, update and close tickets to allow for accurate monitoring and reporting to IHS OIT, TBHCE staff, and the end user.

8 | P a g e

3.7 On-Demand Training: Video Conversion.

The Contractor shall work in coordination with IHS/TBHCE staff and IHS web team to develop on-demand asynchronous (recorded) trainings. As part of this effort, the Contractor shall convert webinars into on- demand content. The Contractor shall need to utilize the virtual learning system software, edit required slides, transcribe to create and edit subtitles, and work with the presenters and conduct independent research (such as confirming medication names discussed during the educational presentation) to ensure accuracy of subtitles.

3.8 Develop TBHCE Data Collection Reports.

The Contractor shall provide data reports by maintaining and reporting attendance and evaluation data at various time intervals as requested by the IHS/TBHCE staff. The Contractor must be able to provide on- -demand reports (not formally scheduled, occur on an as needed basis (may be same day reporting), typically in response to requests from IHS leadership or government officials), quarterly reports for IHS staff/TBHCE staff, monthly reports for the IHS Clinical Support Center, monthly reports to the university partner, and an annual report to TBHCE. This will include working closely with the IHS virtual learning platform, running reports, and analysis of the data and attendee evaluations. Report templates and instructions will be provided by IHS/TBHCE staff. The following data reporting requirements include (but are not limited to):

o Total number of trainings and meetings

Dates

Credits Offered

Presenters

Training hours

CEU hours o Total number of attendees

Number of credits provided by discipline o Demographic information of attendees

Geographic location

Agency information

Profession o Attendee evaluation results o Technical assistance provided o Support tickets open and closed o Streamed conference hours o Data analysis

*Additional reports pertaining to the deliverables may be required.

Deliverables

On-demand data reports (As needed, range could include same day reporting)

Monthly data reports (12)

Quarterly data reports (4)

Annual data report (1)

9 | P a g e

Technical Support Staff (Hourly, not to exceed 40hours)

3.9 Develop TBHCE Databases.

The Contractor shall work with IHS/TBHCE staff to develop databases (as needed) in order to assist in organizing TBHCE tele-education and tele-health information. Database will be developed using

Microsoft Access and may require integration into existing IHS systems.

3.10 Meetings

The Contractor shall attend weekly virtual meetings with IHS/TBHCE staff to provide updates on task progress, and to receive task assignments.

The Contractor POC is expected to attend monthly virtual meetings with the COR (or at a frequency deemed necessary by the COR) to provide overall contract task and contract management updates.

The contracting officer may require the Contractor to meet with the ACO, COR, and other government personnel as deemed necessary. The Contractor may request a meeting with the ACO when he or she believes such a meeting is necessary.

4. Contract Reports

The Contractor shall provide monthly reports (or frequency deemed necessary by the COR) documenting progress on tasks, and shall provide one annual report in a format identified by the COR.

5. Security and Safety

The Contractor performing work under this contract is not required to have or maintain a security clearance for the life of the contract. The Contractor must comply with any federal, tribal, or urban facility security and visitor procedures when visiting sites provide technical assistance. The Contractor shall gain access to IHS systems with D1 credentials upon completion of the applicable required trainings. Required trainings shall be determined and outlined with the Contractor during the introductory meeting outlined in Section 2.5.

6. Government-furnished Property/Services and Expectations

No government-furnished property or materials will be issued under this contract. Incidental use of TBHCE physical property assets such as camera equipment etc. shall be prevalent.

7. Records

The Government will be deemed as having complete control over direct ownership of records and data created or produced by the Contractor in the performance of this contract until such time as the records and data have been: (1) subjected to an acceptable method of quality control and quality assurance and utilized in the evaluation of this project; and (2) destroyed or returned completely to Indian Health Service and 3) the Contractor may not publish or use any records or findings from the project for any other purpose in accordance with the terms of this contract. The Contractor shall not use, retain, publish, or add the data to any other data it has collected at any time for any other purpose.

As used in this SOW, "records and data" mean: (1) any handwritten, typed, or printed documents (including, but not limited to, flyers, PowerPoint slides, brochures, transcripts, minutes, electronic transmissions); (2) documentary material in other forms (such as punch cards, magnetic or paper tapes, 10 | P a g e instrumentation cards, computer discs, electronically stored information, audio or video recordings, motion pictures, photographs, slides, microfilm, and microfiche). Records and data may or may not constitute a specific deliverable defined under the terms of the contract. Records management training will be required for contractor staff.

8. Reporting

The Contractor shall follow the reporting plan as outlined in the SOW and keep the Government fully informed of status throughout the contract period. Throughout the contract periods, it is essential that oversight be given to minimize interruptions or delays to work in progress that would impact the mission.

The Contractor shall provide status reports to the COR to include, but not be limited to: Contract expense variance to budget, logistical updates, attendee metrics, attendee training numbers, task tracking, evaluation data, and other items as determined by the COR. The Contractor shall deliver monthly status reports by email, but may be adjusted as determined necessary by the COR throughout the course of the project. Electronic reports shall be presented in Microsoft Office format and approved by the COR in regard to AQL standards outlined above.

The Contractor shall provide to the COR, annual performance reports that include, but are not limited to: Project plan status and accomplishments, budget expenses, sub-Contractor performance reports (if applicable) and a Contractor self-evaluation report. The Contractor shall provide a written outline of the annual report to the COR for approval according to the deliverable schedule. The annual reports shall be delivered by e-mail according to the deliverable schedule before the end of the contract period. The annual report shall be discussed at the introductory meeting.

9. Storage and Disposition of Materials

Any and all materials will be approved by IHS/TBHCE staff prior to distribution. The Contractor shall maintain storage of all materials produced or handled as a result of this contract. Applicable storage will be turned over at the request of the IHS within 5 business days

10. Section 508

The Contractor shall ensure all meeting materials associated with tasks/deliverables under this contact are Section 508 compliant in accordance with 29 U.S.C. 794d, 47 U.S.C. 255.

11. Contractor Payment

If the Contractor fails to perform required services or produce deliverables at the AQL, payment may be withheld until contractor makes corrections. If performance is below acceptable quality levels, details will be recorded on a contractor "report card." If performance is below acceptable quality levels 2 quarters in a row, Government oversight or contractor reporting will be increased. The COR is responsible for documenting and communicating performance deviations, corrective actions, and performance improvements. Additionally, the COR will report performance deviations, corrective actions, and performance improvements to the Program Officials, the Contracting Office, and the

Contractor. Continued failure to perform at the AQL may result in contract termination for convenience and/or a negative rating in applicable contractor performance databases.

11 | P a g e

12. Task/Deliverables Schedule

Task/Deliverable Schedule for Contract Base Year Deadline

Introductory Meeting with the contracting officer, COR, Program Officials, to review the scope of work and to schedule orientation and trainings.

Within 7 business days of contract execution

Orientation at IHS TBHCE in Albuquerque, NM. Completion of required IHS trainings. Contractor will have participated in five (5) required trainings.

Within 15 business days of execution

Administer Live Virtual Trainings TBD, By End of Base Year

Administer Virtual Meetings TBD, By End of Base Year

Review and Edit Materials for Section 508 Compliance TBD, By End of Base Year

In-Person Education Activities: Technical Assistance and Filming

TBD, By End of Base Year

Provide End User Support TBD, By End of Base Year

On-Demand Training: Video Conversion TBD, By End of Base Year

Develop TBHCE Data Collection Reports Schedule will be identified at orientation for submission for quarterly data reports, monthly data reports, and annual data reports. On- demand reports will also be discussed. The templates/reporting format will be provided by TBHCE staff at orientation.

TBHCE Database Development TBD, By End of Base Year

Weekly TeleEducation Meetings TBD, Weekly

Monthly COR Meetings TBD, Monthly

Contractor Reports Monthly

13. Period of Performance

January 1, 2019 – September 30, 2019 (Base Year)

October 1, 2019 – September 30, 2020 (Option Year 1)

October 1, 2020 – September 30, 2021 (Option Year 2)