2.2.1 SOW Attachment 1__QASP- DIRECT LEASE DR-4720-VT 11-4-23.pdf

FEMA Individual Assistance Directorate

DR-4720-VT Direct Lease Housing Mission

Quality Assurance Surveillance Plan (QASP)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Direct Lease Program

FEMA requires Property Management companies to evaluate potential rental units or properties and work with individual property owners to directly lease rental units or properties on behalf of FEMA. The contractor is to identify, evaluate, and directly lease eligible properties on behalf of FEMA to provide housing assistance to eligible individuals and households displaced due to severe storm, flood, mudslides, and landslides.

Issued on: Upon Award.

QUALITY ASSURANCE SURVELLIANCE PLAN

(QASP)

1. Introduction

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Statement of Work (SOW) entitled Direct Lease Program DR-4720-VT. This plan sets forth the procedures and guidelines the Contracting Officer Representative (COR) and the Individual Assistance (IA) program will used in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the SOW and Direct Lease Contract Terms and Conditions, and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes the quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The SOW structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by FEMA to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis eilds information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, and if the proposed processes are within the stated constraints. The only exceptions to process review are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improved and innovate over the course of the contract if the critical outcomes expected are being achieved and/or the desired performance levels are being met.

3. QUALITY ASSURANCE DOCUMENTATION

3.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are assessed using the performance techniques shown in Attachment 1.

3.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachment 2. The forms, when completed, will document the government ‘s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved.

3.2.1 The COR will retain a copy of all completed QA surveillance forms.

4. ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

4.1 Determining Performance

4.1.1 Government shall use the monitoring methods cited to determine whether the performance standards/service levels/ AQLs have been met. If the contractor has not met the minimum requirements, if may be asked to develop a corrective action plant to sow how and by what date it intends to bring performance up to the required levels.

4.2 Reporting

At the end of each month, the COR will prepare a written report for summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms (Attachment 2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objective and/or performance standards, including cost/technical/scheduling objectives.

4.3 Review and Resolution

4.3.1 The COR may require the contractor’s project manager, or a designated alternate, to meet with the CO and other government personnel as deemed necessary to discuss performance evaluation. The CO will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

Monthly performance assessment data and trend analysis Issues and concerns of both parties Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis.

Recommendations for improved efficiency and/or effectiveness

4.3.2 The Quality Assurance Representative (QAR) must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

4.3.3 The CO and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

REQUIRED SERVICE (TASKS) PERFORMANCE

STANDARDS

ACCEPT-

ABLE

QUALITY

LEVELS

METHODS

OF

SURVEILLANCE

CONTRACTOR INCENTIVE

(POSITIVE/NEGATIVE)

IMPACT ON

CONTRACTOR CPARS

EVALUATION

Pre-AWARD:

Prepare correctly and completely and submit all documents required by the SOW, DL Contract Terms and Conditions, and award within the required time.

100% of reports accurately depict current status of each housing unit.

95% COR Review Reflected in CPARS contractor evaluation.

1. DHS Form 11000-6, Department of Homeland Security Non-Disclosure Agreement (NDA)- Prior to Award

2. Privacy at DHS: Protecting Personal Information Training Certificates—Within 30 days of Contract Award.

AWARD PHASE: 100% of reports accurately depict current unit status and condition.

95%

COR Review Reflected in CPARS Contractor Evaluation.

1. Request for Quote (RFQ).

2. Monthly Maintenance Oversight Reports

3. Management and/or Corrective Action

Reports (3 days)

4. FEMA (HUD Inspection Checklist) Prior to Award

Post Award:

100% of reports accurately depict current unit status and condition.

95%

COR Review Reflected in CPARS

1. Direct Lease Contract and Terms and Conditions (Prior to License-In)

2. Direct Lease Occupant Lease Agreement (Prior to License-In)

3. Direct Lease- Lease Addendum (Prior to License-In).

4. Invoices (Monthly)

5. Walkthrough report with pictures included during: License-In, Move-Outs with FEMA personnel.

Ensures Housing Units meet/are: 100% of Actions 95% COR Review Reflected in CPARS

1. HUD Housing Quality Standards

2. Housing Units are Move-In Ready by

Vendor submitted availability date to FEMA

3. Units are Cleaned and Made Ready for re-occupancy after/when an applicant vacates the units within the period of assistance

4. Units are Furnished per IA Furniture Requirements

REQUIRED SERVICE (TASKS)

CONT’D

PERFORMANCE

STANDARDS

ACCEPT-

ABLE

QUALITY

LEVELS

METHODS

OF

SURVEILLANCE

CONTRACTOR INCENTIVE

(POSITIVE/NEGATIVE)

IMPACT ON

CONTRACTOR

EVALUATION

Provide Notices in a timely manner: 100% of notices are accurately submitted

100% COR Review Reflected in CPARS Contractor Evaluation.

1. Move-Out conducted within (72 hours of FEMA personnel written notification).

2. Request for damages (Written request provided within (7 days).

3. Provide Lease violations within (3 days)

4. Provide written Notification of Eviction

Proceedings (3 days)

Tenant Evictions/Removals: 100% 100% COR Review Reflected in CPARS

1. Ensure Evictions/Removals are performed according to FEMA standards and Guidelines.

Contractor Incentive: Contract Closeout

100% 95% COR Review Reflected in CPARS

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLLANCE METHOD (Check):

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: % Service

Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: DATE:

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)