2022_RASP_SOW_08-30 DRAFT ONLY.docx

Reasonable Accommodations Support Personnel Statement of Work

DRAFT ONLY

C - STATEMENT OF WORK.

Objective The objective of this Statement of Work (SOW) is to develop, implement, and support all direct Reasonable Accommodations Support Personnel (RASP) ensuring effective reasonable accommodations for Department of State employees within the Continental United States (CONUS) as well as Outside of the Continental United States (OCONUS). Services are required in both classified and unclassified settings.

Standard of Effective Reasonable Accommodation An effective accommodation as it relates to this contract is achieved whenever the service provider satisfies the required skills mentioned in the Statement of Work (SOW) and in conjunction with the program office, professionally tailors the requisite skills to satisfy all the access needs for the person requiring the accommodation while still allowing the employee requiring the accommodation to maintain the integrity and ownership of the work or task. Professionally tailored accommodations may include the contractor performing tasks that are considered non-essential to the DOS employee’s performance. These tasks would be performed to assist the employee in having seamless access to their work. This may include employee directed tasks such as data searches, assisting in troubleshooting IT equipment, identifying punctuation errors in a document, navigating a specific software system, escorting a visitor etc. Greater than 70 of the tasks performed shall be direct accommodation support. Less than 30% of the tasks performed shall be employee directed tasks that are deemed non-essential duties for the DOS employee.

General Requirements The United States Department of State’s Disability and Reasonable Accommodations Division (DRAD) has a regulatory mandate to provide reasonable accommodations to qualified individuals with disabilities (per Rehabilitation Act of 1973). The U. S. Department of States contemplates an award of a fixed price labor hour contract with one base year and 4 option years. Offers must have a valid Top Secret facility clearance and provide personnel who meet the requirements as outlined in the Statement of Work and who are able to individually tailor the services to meet the standard of Effective Reasonable Accommodation.

Background The United States Department of State’s Bureau of Global Talent Management Office of Accessibility and Accommodations (GTM/OAA) was established to develop Department-wide policies, support agency programs, and provide services to people with disabilities. These include providing reasonable accommodations, equal access to external and internal technology and information resources, as well as providing equal and effective access to the Department’s public facilities and transportation.

The Department of State has a regulatory mandate to provide reasonable accommodations to eligible employees and applicants with disabilities per Rehabilitation Act of 1973, as amended, 29 U.S.C. 791 et seq. Reasonable accommodations involve modifications or adjustments that allow otherwise, eligible employees or applicants with disabilities to participate in the application process or to perform the essential duties of the position for which they were hired. The Disability and Reasonable Accommodations Division (DRAD) implements reasonable accommodations so that employees with disabilities can enjoy the benefits and privileges of employment equal to those enjoyed by similarly situated employees without disabilities.

Requirements The Government has issued this contract to meet its legal mandate for providing reasonable accommodation support services to qualified DOS employees as determined by DRAD. The Reasonable Accommodations Support Personnel outlined in this contract provide direct services to DOS employees. The Contractor shall possess the following requirements at the onset of the award:

1. The organizational structure and capacity necessary to recruit, hire and retain qualified personnel for the successful execution of the Statement of Work.

2. The Contractor’s recruitment/hiring process shall include a plan that allows the employee with the disability to have an integral role in the selection of contractor providing services as a Reasonable Accommodation Support Specialist (RASS) or as a Personal Assistance Services provider (PAS).

3. Strategic training plans shall be developed and executed for all contractors fulfilling customer directed roles prior to assignment to maximize readiness for customer tailored roles while minimizing disruptions.

4. The Contractor shall be responsible for planning and scheduling its work in such a manner as to account for facility and technology access issues. Difficulties encountered by the Contractor in gaining access to facilities by its employees shall not be an excuse to any Contractor performance under the contract.

5. A strategic security plan outlining how the contractor will comply with all administrative, physical, and technical security controls to ensure all Government security requirements are followed.

6. A valid Top Secret facility clearance is required.

7. The Contractor shall have the ability to secure practice professionals to successfully execute services across a wide spectrum of work environments including political appointees, senior level advisors, human resources, law-enforcement, foreign services, and legal consultations to name a few.

8. The Contractor shall also be able to execute services for high-ranking officials and principles including the Secretary of State, the Vice President of the United States, Ambassadors, Foreign Service dignitaries at a range of events world-wide.

9. The Contractor shall possess the technical capabilities to execute services in a hybrid work environment remotely being able to provide support in person, on site, and the flexibility to toggle between the two, as necessary.

10. The Contractor shall have the ability to provide services within the Continental United States (CONUS) as well as Outside of the Continental United States (OCONUS)

11. The organizational structure and capacity to execute required reports and to submit accurate invoices as outlined in the QASP and the Administrative Responsibilities of the Contractor sections.

12. The Contractor shall ensure that the contractually required level of support for this requirement is always maintained and that all contracted support personnel are present for all hours of the workday.

Key Personnel The following key personnel are essential to executing the contract. The contractor shall always have at minimum the following key personnel during the performance period of this contract:

Reasonable Accommodation Support Personnel:

1. Program Manager – Responsible for all Contractor work performed under this SOW.

2. Reasonable Accommodations Support Specialist (RASS-I) – Employee directed services provided to employees who are blind or have low-vision.

3. Reasonable Accommodations Support Specialist – II (RASS-II) - Employee directed services provided to employees who are blind or have low-vision in positions that require services at a higher level of commitment and access.

4. Personal Assistance Services (PAS) – PAS services are provided to employees with targeted disabilities to assist with performing activities of daily living.

Note: The Government reserves the right to order above or below the quantities, limited only by the contract ceiling price.

Reasonable Accommodation Support Positions Defined

Requisite Knowledge and Skills for all Reasonable Accommodation Support Positions:

· A minimum of a bachelor’s degree with a minimum of 3 years of Government experience.

· A Top-Secret security clearance is required and may be upgraded to TS/SCI when necessary.

· A functional knowledge of the Rehabilitation Act of 1973 and its link to providing reasonable accommodations.

· English Language proficiency both spoken and in writing across multiple linguistic registers and the ability to match and/or capture the necessary register.

· Functional knowledge of administrative, clerical, and technical processes; human resource or disability services experience is a plus.

· Ability work independently and efficiently without close supervision.

· A strong technical competency of computer systems and software applications including but not limited to Microsoft Windows (i.e., file management, user definable options, data backup and recovery etc.), Microsoft Office Applications (Word, Outlook, Excel PowerPoint), Communicator, Internet Explorer.

· The ability to accurately type a minimum of 45 words per minute.

· Ability to facilitate troubleshooting with IT department to resolve issues with accessible technologies.

· Knowledge of the Department’s computer security protocols.

· Flexibility to adapt to new systems, policies, guidelines, and procedures.

· Ability to navigate and perform complex research using the internet.

· Accompany the Department of State employee to official events, some functions outside the Department to include meetings, conferences, trainings or TDY and serve as a note taker accurately capturing information.

· Ability to travel internationally for periods of three or more months with the possibility of a maximum period of up to two years.

· Flexibility to work outside of regular business hours, and/or required to work overtime, on occasion with no to little notice, to support mission requirements.

· There may be periods of time each day that the eligible employee(s) may not require services. Administrative functions, which include data entry, filing, escorting, and electronic document review may be assigned by GTM/OAA/DRAD for accomplishment during these periods.

· When this occurs, these duties are secondary and may never take priority over the eligible employee.

· Support functions of accessibility that may not be the direct provision of the accommodation such as ensuring a room is set-up for seamless use, emailing a schedule for a specific day to the employee so they can access it using their accessible technology, emailing meeting notes etc.

· Any other duties assigned by the employee that are not otherwise essential functions of their job.

POSITION 1 – RASP PROGRAM MANAGER (1)

The RASP Program Manager assists the Disability and Reasonable Accommodation Division (DRAD) in the execution of contracted Reasonable Accommodation Personnel. The PM serves under the guidance and supervision of the COR/ACOR/GTM or DRAD designee. The PM shall be responsible for all Contractor work performed under this SOW.

Key elements and responsibilities:

· PM shall have a minimum of 5 years of project management experience managing programs with a similar scope and size.

· Manages policies, standards, practices, and security measures to ensure effective and consistent department operations.

· Ensure contracted employees comply with all Diplomatic Security Identification protocols including the wearing of badges and ensuring communications always identify their role as a contractor.

· Works with DRAD Reasonable Accommodation Analysts and all key stakeholders to delegate staff RASP assignments.

· Author and implement written Standard Operating Procedures (SOP) for each RASP assignment outlining specifics of how the assignment is tailored to the customer to minimize any impact amongst service providers.

· All SOPs or any reports developed shall become property of the U.S. Government.

· Conducts ongoing performance management evaluation with program stakeholders to ensure the level of support required by this statement of work is maintained at all times.

· Develops and implements training plans and/or solutions to improve performance when needed.

· Provides education to Contractors to ensure the contract is executed at the highest level with the greatest benefit to the government.

· Educates DRAD when necessary to educate employees on all services provided.

· Performs and executes tasks assigned by DRAD and/or the COR.

· Communicates with stakeholders regarding ongoing services and addresses complaints using a one team approach that consists of the Program Office, COR, Contract holder, etc.

· Assists in arranging travel for RASP by coordinating requirements with the DOS employee traveling, coordinating travel documents, coordinating travel logistics, and eCC.

· Coordinates government onboarding of RASP including security briefings, requisite documents, and requisite badging appointments.

· Coordinates security clearance upgrades ensuring security protocols are maintained.

· Provides backup services to ensure there is always continuity of services and no lapse in service exists.

· Serves as a liaison between GTM/OAA and the Contracting entity ensuring communication flow regarding Departmental Notices, Alerts, Requests for Information, etc., is reported out.

· Serve as a representative of RASP services to OAA during strategic planning and program review sessions to maximize success in developing and implementing an effective strategic framework.

· Provide mechanisms for resources for collecting data and executing reports of specific RASP services.

· Coordinate the ordering of supplies to ensure all RASP have the necessary supplies to fully execute their corresponding statements of work.

POSITION 2 - REASONABLE ACCOMMODATION SUPPORT SPECIALIST I (RASS-I) (6)

The Department has the need for six (6) qualified full-time employees as Reasonable Accommodations Support Specialists-I for employees or applicants who require access as determined by the Disability and Reasonable Accommodation Division (DRAD). A RASS-I provides facilitates and provides resources to ensure the employee requiring visual access can be fully integrated into any environment and to meet the standard of allowing the employee with the disability to enjoy the benefits and privileges of employment equal to those enjoyed by similarly situated employees without disabilities.

The RASS shall possess knowledge and experience working with the Department of State and shall demonstrate excellent customer service skills, diplomacy, and flexibility in assisting employees with Reasonable Accommodations. An effective accommodation is achieved when the RASS possess the requisite skills and is able to professionally tailor their services to meet the needs of the DoS employee requiring the accommodation.

Key elements and responsibilities:

· Provide effective audio description or sight translations enunciating clearly, accurately, and concisely while matching the necessary output register (formal/informal). They must have excellent English skills knowing the differences between commonly mistaken homophones such as their, there, or they’re.

· Command of the English Language both spoken and in writing across multiple linguistic registers and the ability to match and/or capture the register necessary.

· Frozen Register – Language that is static, usually formalized and requiring spontaneous speech production.

· Formal Register – Language is usually elevated, precise, official, and professional. Requires complete sentences.

· Consultative Register – Language used to discuss a specific topic of discussion amongst participants.

· Casual Register – Language use that is informal or imprecise. May incorporate incomplete sentences, regional phrases or slang.

· Intimate Register – Language used amongst close acquaintances and is more personal in nature.

· Provide accurate notetaking during events (workshops, meetings, briefings) effectively summarizing or transcribing audio and visual information in a output register that is specifically designed to meet the requirements of the customer.

· Transcribe non-accessible written materials into electronic documents.

· The RASS provides tailored access through visual description, orientation to environments, mobility via description or sighted guide (human guide), sight translations, etc., to ensure the employee requiring access is permitted the opportunity to enjoy the benefits and privileges of employment equal to those enjoyed by employees without disabilities.

· The RASS shall be able to professionally tailor their services to satisfy the requirements of the employee requiring the services. They must also be able to implement strategies to ensure a room is fully accessible prior to the access point or to articulate the needs to the employee to facilitate an effective and seamless accommodation.

Examples may include but are not limited to:

· Ability to identify and relay information identifying key people in an environment to the employee to facilitate touchpoints.

· Providing visual access to information found in cables, faxes, letters, memoranda, reports, pamphlets, invitations, and meeting notices.

· Reading and reviewing hard copy text and electronically displayed information, assisting with the formatting of documents, e-mails, and spreadsheets to DOS standards, increasing the font of electronic documents.

· Reading hard copy texts or electronically displayed information at a rate conducive for an employee to understand the documents and to respond accordingly (for dictation purposes).

· Supporting the employee with filling and signing forms, correspondence, and electronic material.

· Navigating complex vocabulary in reading materials such as foreign names, technical language or specific language or jargon that is specific to the Department of State.

· Reading aloud documents exposing errors and/or completeness so that the employee can effectively proofread their work.

· Including exposing errors in punctuation, spelling and/or incomplete fields such as a missing city on a form.

· Identifying the document format information including the ability to identify when documents do not meet DOS standards.

· Soliciting guidance from the employee as to how they wish for corrections to be handled.

· Providing sight comparisons between handwritten or printed documents and an electronic version, to enable the employee to know if the versions are identical.

· Providing visual information to accommodate the employee in navigating unfamiliar software systems, interfaces, templates such as forms or for any training that would not otherwise be accessible.

· The RASS performs duties manually or using a variety of technology and/or software packages. They must be able to integrate several types of software to generate specific working documents and forms such as spreadsheets, databases, word processing, and other similar products.

· The RASS may be asked to independently reach out to technology support to assist with resolving issues with accommodations technology.

Mobility Support:

The RASS may also facilitate and provide orientation and/or assisted mobility for functions.

Examples may include but are not limited to:

· Familiarizing themselves with a location prior to an event to ensure seamless access for the employee.

· Providing mobility assistance utilizing the sighted guide (human guide) technique.

· Assisting by pushing the employee in a wheelchair to a specific location.

· Provide visual environmental cues such as describing who is in the room or while walking down a corridor.

· Assisting the employee in locating a certain individual during an event.

· Providing mobility support navigating buffet lines.

· Providing visual description plus navigational support during trainings.

· Taking notes during meetings.

· Handwriting material or ensuring that handwritten or printed material is legible.

· Providing specific DOS protocol visual information to the client during an event.

RASS services are customer directed by the employee requiring the accommodation. While the contract is administered by GTM/OAA/DRAD, the contractor will work independently with the employee requiring the accommodation. The RASS shall operate autonomously demonstrating a high degree of professional autonomy and integrity in their work. They shall employ a high level of critical thinking skills and techniques to ensure barrier free access. While the RASS do not take ownership of the work product, the RASS may provide support to facilitate seamless and unencumbered accommodations to the employee.

While consistency is the hallmark of an effective accommodation, there may be periods when services must transition to another RASS. They shall maintain handover notes outlining processes used within the tailored accommodation to facilitate a smooth transition to the incoming RASS. Notes shall include, file locations, formatting conventions, any key point that will assist an incoming RASS in maintaining continuity of services.

If the DoS employee requiring the accommodation does not need services, the RASS may be assigned to support administrative functions for the GTM/OAA Director, GTM/OAA Deputy Director and the GTM/OAA/DRAD and GTM/OAA/AD chiefs. When this occurs, these duties are secondary and may never take priority over their primary responsibilities.

POSITION 3 - REASONABLE ACCOMMODATION SUPPORT SPECIALIST II (RASS-II) (2)

DOS employees requiring a RASS II accommodation have been identified by DRAD as employees who require a higher level of commitment and support. Typically, employees who require this level of assistance work at senior executive levels. This may include an increased need to adjust hours of work to match the customer and may include an increased need for travel beyond the standard workstation.

Other aspects of the work environment requiring a heightened level of attention:

1. Experience – A RASS II must have previous experience providing accessibility for someone who is blind or who has low vision. They must have prior experience or have received training on providing sighted guide and accessible technologies such as Job Access with Speech (JAWS).

2. Note Taking – Ensuring notes are accurate, concise and that notes are captured electronically the same day for access by the employee.

3. Time management – Ensuring scheduling is handled in a manner that empowers the employee to effectively manage their time. This includes ensuring the calendar is always updated, indicators of timing is conveyed to employee during meetings and/or relational to events, and discussions with employee to manage expectations on a daily/weekly basis.

4. Initiative – Logistics need to be driven by the DOS employee, but initiative must be taken by the RASS II to ensure preparations are completed to allow the employee seamless access to the physical and electronic environment of the work. This includes prioritization of what needs to be made accessible for the meetings such as documents, bios, pictures and collecting information needed prior to meetings, during the meetings and after the meetings and ensuring it is accessible to the employee.

5. Travel Logistics – Coordinating travel requirements pre travel advising on aspects of accommodations and ensuring accessibility is coordinated pre, during and post travel.

6. Assertiveness – The RASS II will be providing access for employees at a senior level. It is essential that the RASS II is assertive and able to drive the accommodation instead of relying on the DOS employee to always provide direction. They must be able to provide this level of assertiveness while including the employee so they are empowered to perform their work effectively.

POSITION 4 – PERSONAL ASSISTANT SERVICES (PAS) PROVIDER (1)

The Department may have the need for one (1) qualified full-time employee to provide Personal Assistance Services (PAS) for eligible employees or applicants. Section 501 of the Rehabilitation Act, 29 U.S.C. 791, and its implementing regulation, 29 CFR1614.203 requires DOS to provide PAS to eligible employees who, because of severe disabilities, require such assistance to be at work or participate in work-related travel. PAS are services that help individuals with disabilities perform activities of daily living, including, such as, assistance with removing and putting on clothing, eating, and using the restroom. Additionally, PAS could include providing travel assistance to an employee or retrieving work materials that are out of reach. GTM/OAA/DRAD determines eligibility for PAS. DOS employees with severe disabilities determined to be eligible for services are hereafter referred to as “eligible employees”.

The personal nature of the services and regulatory requirements, the preferences of GTM/OAA/DRAD and eligible employees must be taken into consideration. The Contractor shall allow GTM/OAA/DRAD and/or eligible employees to meet/conference with Contract personnel referred for consideration and, if approved by GTM/OAA/DRAD, after selection/assignment to support and/or facilitate the delivery of care.

PAS may be required to provide care to more than one eligible employee, depending on the eligible employee’s location, level of care, and schedule. If more than one eligible employee is being supported and an eligible employee must travel on official business, whether local, domestic, or international, the Contractor must ensure services are provided for all assigned eligible employees. The contractor must be proficient in identifying PAS providers worldwide to ensure the uninterrupted delivery of services.

The PAS Provider:

· Shall preconference with the employee and the Program Office to identify specific employee needs, tasks to be performed and discuss accommodations.

· Notify GTM/OAA/DRAD whenever any significant changes to needs or tasks are identified. All changes must be approved by the program office prior to implementation.

· Shall document specific needs and/or interventions restricting personal health information only to the Program Manager and the Program Office.

· Shall provide assistance as it relates to accessibility for the employee. Any requests for accommodations outside of the scope of effective access shall be brought to the attention of the program manager and COR.

PAS Services include the following interventions:

· Providing basic nursing interventions such as lifting, positioning and/or ambulating.

· Transferring the employee, regardless of weight/size from a wheelchair or scooter to and from a bed (if on travel status), vehicle, toilet etc.

· Supporting employee’s independence by assisting with feeding (including minor food preparation), retrieving personal items from luggage/purse/wallet.

· Assisting patient in care for personal hygiene including, removing, and putting on clothing, showering and grooming, and/or providing assistance using the restroom.

· Being attentive to the employee with regards to hygiene, proper positioning, and injury prevention.

· Certification as a Certified Nurse Assistant is required.

Specific Requirements for the Personal Assistance Service Provider

1. The Contractor shall identify GTM/OAA/DRAD and eligible employee approved, qualified PAS Providers:

· Within twenty-five (25) business days for eligible employees in non-travel status.

· Generally, within ten (10) business days when the eligible employee will be traveling on official government business.

· The Contractor may need to provide pre-approved personnel in less time due to extenuating circumstances.

2. If requested for travel or Temporary Duty Assignments (TDY):

· Accompany the eligible employee on official travel, TDY’s CONUS or OCONUS.

· Assistance may include overnight travel.

· Hours of operation for PAS for the eligible employee while on official travel will vary.

· The Contractor shall ensure PAS are available and flexible to meet the eligible employee’s needs morning, afternoon, and evening.

· A schedule shall be provided to the contractor in writing prior to the trip departure.

· The contractor shall identify an approved PAS provider to meet the eligible employee at the official travel city/airport destination location for eligible employees that do not require a PAS Provider to travel with them in transit (while on a plane, train, etc.).

NOTE: PAS providers are never allowed to drive eligible employees.

3. The Contractor shall survey available logistics at events such as conference or other facilities to determine whether adequate space is available to provide PAS based on the needs of the eligible employee.

· They shall access whether a room can store, or can accommodate, specialized or adaptive devices and equipment that has been requested as PAS by eligible employees.

· If the location is a conference that the eligible employee is attending, they shall coordinate services and needs with conference officials.

· As services are being executed, they shall ensure passage-ways and doorways are cleared;

4. To the extent necessary to effectively provide services/care, PAS may be required to carry packages, lift light equipment, assist with filing, reach and grab objects that are out of the reach of the employee;

5. Accurately observe and recognize changes from “usual” observations, discuss with the eligible employee, and report to GTM/OAA/DRAD.

6. Assist the eligible employee(s) at work related meetings and appointments, as needed, to provide care.

7. Maintain a safe environment that meets the physical and personal needs of eligible employees. Adhere to the appropriate risk management practices including, but not limited to proper handling of bodily fluids (to include toileting, nose secretions, saliva, etc.) and appropriate use of universal precautions to reduce exposure to self and others. Report immediately all incidents to GTM/OAA/DRAD.

8. If a PAS Provider is assigned to more than one eligible employee, they shall be an active participant in planning, organizing and prioritizing the specific needs of each eligible employee under the PAS Provider’s care;

9. Properly and safely lift, move transfer, and/or position eligible employees in wheelchairs, complying with policies, procedures, and specific nursing protocols.

10. Demonstrate boundaries when caring for the eligible employee. Ensure integrity of the rights of the eligible employee by following all privacy and confidentiality requirements.

11. The PAS Provider must possess valid active certification as a Certified Nurse Assistant.

12. There will likely be periods of time each day that the eligible employee(s) may not require services. Administrative functions, to include data entry, filing, escorting, and electronic document review may be assigned by GTM/OAA/DRAD for accomplishment during these periods. When this occurs, these duties are secondary and may never take priority over the personal care of the eligible employee. The employee may be asked to serve as a Reasonable Accommodations Support Specialist (RASS) when not providing PAS services

Work Environment The Contractor’s designated service providers may work in a variety of highly technical environments with a variety of employees including high-level principles. The work may be performed during diplomatic missions, negotiations, contract acquisitions, mediations, social/networking, legal events, or ceremonial events.

The environmental demands of the setting (classification, security, cultural impact, diplomatic negotiations, etc.) may supersede the norms of providing accessibility services. The Contractor’s employee or designee shall comply with all logistical and/or security protocols while demonstrating the emotional intelligence, flexibility, quick critical thinking skills and the professional controls necessary to effectively provide services.

The Department’s mission of diplomacy may include environments requiring a high degree of cultural awareness and sensitivity. As representatives of the Department of State, the Contractor’s staff or designee(s) shall demonstrate self-awareness and the flexibility to adapt to cultural demands to support the mission of the Department even in the face of adversity.

Work may not always be in a typical indoor office setting. The Contractor’s designated employee or designee could be assigned on-site or off-site in-person or using a wide variety of remote platforms. The physical demands include the need to sit or stand for long periods of time, work in non-standard environments (i.e., without modern conveniences of air-conditioning, outside in undeveloped spaces, in extreme temperatures of hot or cold, in tight and/or confined spaces, on an elevated platform surrounded by a large audience, etc.).

The contractor’s employee may provide reasonable accommodation services at a variety of locations to include but not limited to official DoS worksites, non-government locations (NGOs), and at an employee’s place of residence during telework.

Hours The work of the Reasonable Accommodations Support Personnel is directed by the needs of the employee who needs the accommodation. All FTE positions require 40 hours per week with an unpaid thirty (30) or forty (45) minute unpaid meal break. Overtime or work outside of the standard business hours may be required and will need to be pre-approved by the COR or A/COR. The need for overtime and the established work hours shall match the person receiving the accommodation.

The Contractor shall ensure that all contract support personnel are present for all hours of the workday. If for any reason the Contractor staffing levels are not maintained due to vacation, leave, appointments, etc., and replacement personnel will not be provided, the Contractor shall provide e-mail notification to the Contracting Officer’s Representative (COR) prior to employee absence. Otherwise, the Contractor shall provide a fully qualified replacement without exception.

Telework Telework is an alternate work arrangement that provides contractor employees the opportunity to conduct all or some of their work away from the primary workplace. Telework can be granted for core hours or situationally depending on the needs of the services being provided. Telework for contractors has no effect on the hours that services are provided and the location of the telework can be the employee’s primary residence or a location designated by the contract employer. All telework arrangements must be approved by the contract employer and the COR and can be adjusted or canceled at any time depending on immediate needs.

Training Training may be required for contracted employees. All training must be arranged by and have prior approval of the COR. Training hours may be in addition to the FTE hours already included. If an employee is on training, the provision of the services may still be required and contingency plans must be identified and executed by the Program Manager.

Temporary Duty Assignments (TDY) Temporary Duty Assignments (TDYs) may be required when an employee travels beyond their typical duty location. The RASP assigned to provide services for the employee will be required to travel with the employee to the new work location within the Continental United States or Outside of the Continental United States. The duration of the TDY could be a long term or short-term assignment.

While on TDY, the Contractor’s RASP is expected to provide services for the pre-approved working hours and may be asked to provide additional services beyond the standard working day. The service provider shall exercise professional judgment, diplomacy, and critical thinking to navigate the needs for accessibility as requested by DOS employee. Because accessibility is needed beyond the requirement of the working environment, any breaks needed should be negotiated with the DOS employee.

Removing Employee for Misconduct or Security Reasons The Government may, as its sole discretion (via the Contracting Officer), direct the Contractor to remove any Contractor employee from DOS facilities for misconduct or security reasons. Removal does not relieve the Contractor of the responsibility to continue providing the services required under the contract. The Contracting Officer will provide the Contractor with a written explanation to support any request to remove an employee.

Administrative Responsibilities of the Contractor In general

· The Contractor is required to maintain a signed Non-Disclosure Agreement (NDA) on file for each designated employee annually.

· The Contractor shall use their own NDA and retain files for this purpose.

· The Contractor’s staff will be required to utilize the Department’s software application for time and attendance.

· The data captured by the Department’s Time and Attendance application will be used to reconcile all invoices and is the source of record.

· The Contractor is responsible for notifying the COR when CLIN levels have been executed at 75%.

Quality Assurance and Surveillance Plan (QASP) This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer’s Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved.

Performance Objective

Contractor shall provide employees who are able to meet the requirements to provide the requisite tasks on a continual basis without any gaps in services.

In the event of a vacancy, the Contractor shall provide a qualified candidate to the COR within two weeks.

There shall be less than one written complaint from a customer within a 3-month period.

Surveillance The COR will receive and document all complaints from Government personnel regarding the services provided. The COR will share any complaints or issues with the Contractor for corrective action. If the Contractor fails to address the issues raised, the COR will elevate the issues to the Contracting Officer for a further action.

Standard The performance standard is that the Government receives no more than (1) customer complaint within a three month period. The COR shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the inspection clause (FAR 52.212-4, Contract Terms and Conditions-Commercial Items), if any of the services exceed the standard.

The Government’s criteria for executing this contract shall always be the highest level of service at the best cost to the government.

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