RFP 277-23-0606 Amendment 1_WkplHelpline.pdf

OMB No. 0990-0115

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. CONTRACT ID CODE PAGE OF PAGES Cover 1

2. AMENDMENT/MODIFICATION NO. 3. EFFCTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (if applicable)

Amendment 0001 See Block 16C

6. ISSUED BY

CODE

7. ADMINISTERED BY (if other than item 6) CODESubstance Abuse and Mental Health Services

Administration Division of Contracts Management, OFR 5600 Fishers Lane Rockville, Maryland 20857

Same as Item 6

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code) ( ) 9A. AMENDMENT OF SOLICITATION NO.

TO ALL PROSPECTIVE Offerors RFP Titled: SAMHSA Workplace Helpline

X 277-23-0606

9B. DATED (SEE ITEM 11)

12/23/2022

10A. MODIFICATION OF

CONTRACT/ORDER NO

10B. DATE (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of Offers is extended X is not extended.

Offers must acknowedge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) by completing items 8 and 15, and retuming __1___ copies of the amendment, (b) by acknowledging receipt of this amendment on each copy of the offer submitted; or (c) by separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER

NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation, date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B) .

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return _____ copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section heading, including solicitation/contract subject matter where feasible.)

The purpose of this amendment is to provide responses to Questions received for the RFP 277-23-0606 (See Attachment 1), and revise PWS for clarification purposes (See Attachment 2).

The Due Date for proposals remains unchanged for January 27, 2023.

Except as provided herein, all terms and conditions of the document referenced in item 9A or 10A, as heretofore changed, remain unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

Craig Sager

Contracting Officer

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED by (Signature of person authorized to sign) (Signature of Contracting Officer)

NSN 7540-01-152-8070 30-105 STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

RFP 277-23-0606 SAMHSA Workplace Helpline Questions and Answers

Attachment 1

RFP 277-23-0606 Questions and Answers

Question No.1: Please reconfirm the due date for this procurement by providing it in response to answers to questions. Answer: The due date for this RFP is Friday, January 27, 2023.

Question No. 2: Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? Answer: This acquisition is intended for a Performance Based, Cost Reimbursement Type Contract. It is up to the bidder to determine their own costs and fees while following all guidelines and instructions in the RFP. Please review requirements from Sections L.

Question No. 3: Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. Answer: This is not applicable (N/A) as there is no current contract.

Question No. 4: Has the current contract gone full term? Answer: N/A – There is no current contract; See the response to Question No. 3.

Question No. 5: Have all options to extend the current contract been exercised? Answer:

N/A - See response to Question No(s) 3 and 4.

Question No. 6: Who is the incumbent, and how long has the incumbent been providing the requested services? Answer: N/A - See Response to Question No(s) 3 and 4.

Question No. 7: To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? Answer: There should not be any bearing on award.

Question No. 8: How are fees currently being billed by any incumbent(s), by category, and at what rates? Answer: N/A. See answer to Question No(s) 3 and 4.

Question No. 9: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Answer: N/A. See answer to Question No(s) 3 and 4.

Question No. 10: What is the maximum wait time? Answer: The contractor is required to answer calls between the core hours of 8am to 8pm of only 8 hours /day. Outside of this time frame any calls should be returned on the next business day.

Question No. 11: What is the maximum hold time? Answer: The contractor will have a standard voicemail in which the caller can leave a message for return by phone or email.

See Question 10 for clarification of wait time.

Question No. 12: What percentage of inbound calls must be answered by a live operator?

Answer: There is not a minimum percentage of inbound calls to be answered but the contractor needs to be available as outline in question 10 for core hours of operation.

Question No. 13: What percentage of calls must be resolved without a transfer, second call, or a return call? Answer: There is no maximum percentage of calls to be resolved without transfer to DWP staff, a second call or a return call. The contractor should operate in the core hours and return all call within the next business day.

Question No. 14: What is the maximum percentage of calls that can be terminated by the caller without resolution? Answer: Each call to the workplace helpline is very important to SAMHSA but it is understandable if there is occasionally a caller that does not have a resolution to the call. In this instance, the caller should be referred to the SAMHSA Hotline or other helplines that may be able to answer the caller’s questions.

Question No. 15: Is there a minimum or maximum number of operators and supervisors?

Answer: No. There is not maximum or minimum number of personnel to operate the Workplace Helpline. The Contractor and /or representative(s) will work a maximum total of 40 hours per week. See page 2 of PWS (Section B. Objectives).

Question No. 16: What are the required language options? Answer: English should be the primary language and SAMHSA, on a needed basis, can have someone provide support if there are other languages.

Question No. 17: What is the required degree of dedication for the call center? Answer:

The Contractor and /or representative(s) will work a maximum total of 40 hours per week.

See page 2 of PWS (Section B. Objectives).

Question No. 18: What is the required degree of dedication for the operators? Answer: The Contractor and /or representative(s) will work a maximum total of 40 hours per week. The Contractor and /or representative(s) will normally operate the Helpline from Monday through Friday (except for federal holidays). See Page 2 of the PWS under Section B.

Objectives (Attachment 1a).

Question No. 19: Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? Answer: Yes. See PWS, Section D Specific Core Requirements of the Contractor and/or Representative to be performed – in response to this question (Attachment 1a).

Question No. 20: What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? Answer: See answers to Question 19.

Question No. 21: What is the current number of seats for operators and supervisors at your existing call center? Answer: See answer to Question 19. If additional seats are needed, they can be provided up to two (2).

Question No. 22: What is the current average wait time for phone calls? Answer: There is not a current average wait time. See Task 1 for answering telephone or emails inquires.

Question No. 23: What is the current average handle time for phone calls and other types of communications? Answer: Each phone call may vary on handle time. An average handle time could be about 10 to 15 minutes per phone call. The contractor and /or representative(s) shall answer immediately or within one business day of receipt. See page 3 of PWS under Task 1.

Question No. 24: What is the current average after-call work time for operators? Answer:

The Contractor and /or representative(s) will work a maximum total of 40 hours per week.

Some of the inquiries may require the Contractor to research information and shall follow-up with the caller within one (1) week from receipt date of the inquiry. See page 3 of PWS under Task 1.

Question No. 25: Over the past year, what is the percentage of calls received in English versus non-English? Answer: The data has not been recorded.

Question No. 26: Over the past year, what percentage of calls received were in Spanish?

Answer: See Answer to Question No. 25.

Question No. 27: What time of day, days of the week, or times of the year do calls typically peak? Answer: See PWS, Attachment 1a, under Task 1 for information.

Question No. 28: Reference: The RFP states “The Contractor and /or representative(s) may work the 8 hours between the flexible hours of 8 a.m. to 8 p.m. Eastern Standard Time. If more than one individual share operating the Helpline, the individuals may divide the 40 hours per week in any ratio. Under no circumstances shall the total hours exceed 40 hours per week.” Question: When operating the Helpline between the hours of 8am to 8pm, must the Contractor and /or representative keep the same set of 8 hours throughout the life of the contract? For instance, if the Contractor starts the Helpline operation from 10am to 6pm ET, can the Contractor adjust those hours in subsequent weeks to 11am to 7pm ET for example? Answer: Yes, and the total hours per week may not exceed 40 hours, as described on Page 2 of PWS (Attachment 1a). The respondent is correct in that the hours of operation can vary anytime from 8am to 8pm on each given day. For example, Monday may be from 11am to 7pm and Tuesday may vary from 12pm to 8pm or 8am to 4pm. A total number of 8 hours per day.

Question No. 29: Reference: The RFP states “The Contractor and /or representative(s) may work the 8 hours between the flexible hours of 8 a.m. to 8 p.m. Eastern Standard Time. If more than one individual share operating the Helpline, the individuals may divide the 40 hours per week in any ratio. Under no circumstances shall the total hours exceed 40 hours per week.” Question: Can the Government confirm that the not to exceed hours only refers to the Helpline operations and not to other roles such as the Project Director, Writer/Editor, etc.? Answer: See Section B. Objectives. Per the PWS, it is not anticipated that services will be needed other than the person(s) answering the helpline. If the contractor’s approach is different, and includes supervisory, writer or other labor category manning the helpline, then the “not to exceed hours” refers to all positions proposed, not just the Helpline operator(s). All positions proposed cannot exceed a total of 40 hours per week and the helpline should be manned for the total 40 hours.

Question No. 30: Pg. 68, IV. Work Related Experience Reference: The RFP states “Proposal demonstrates that the Offeror has technical experience in addressing questions from businesses, organizations, and individuals about workplace drug and alcohol abuse problems and their solutions; establishing and answering questions concerning comprehensive alcohol and drug-free workplace programs that include provisions for a written policy; employee assistance program services; employee education; and workplace drug testing.” Question: Does the government expect the Helpline resources to provide counseling and / or behavioral health services as providers for workplace drug and alcohol abuse problems or just references to such services”? Answer: The contractor would only reference the services to another provider of these services.

Question No. 31: Pg. 1, QASP, Task 3. Provide evidence-based information, Reference: The QASP states “Contractor provides evidence-based information and assistance on establishing comprehensive alcohol and drug-free workplace programs.” Question: Is this provided evidence-based information created by the Contractor, meaning the Contractor conducts research to identify the appropriate information or does the Contractor use an already developed set of resources (scripts) to extract the information from (primary research or secondary research)? Answer: The contractor would use already developed information in these area or resources but may be required to find the resources or do secondary research. SAMHSA has a number of references for services that can be provided to the contractor and information from the previous Purchase Order can be provided.

Question No. 32: Pg. 3, PWS, D. Specific Core Requirements of the Contractor and /or Representative to be performed, Reference: The PWS states “The Government shall provide….. An office with, at a minimum, a desk, chair, personal computer with appropriate software, and administrative support;…” Question: Does the Government expect the Helpline Operator to sit within Government provided space or within its own facilities? If within its own facilities, does the Government have a requirement on Contractor location? Answer: Yes, the government anticipates the Helpline Operator can sit in either location: the Government provided space or within its own facility. If within their own facility the contractor may set up the voicemail to ring at a location or phone of their choosing.

The Government shall provide:

1. The Workplace Helpline 800 telephone number and local phone line and number.

2. A telephone messaging system.

3. Payment of all Workplace Helpline service telephone charges during the contract performance period (the Government will also be responsible for all repairs necessary for the phones and phone equipment).

4. An office(s) with, at a minimum, a desk(s), chair(s), personal computer/laptop(s) with appropriate software.

5. If the Contractor works remotely only a laptop(s) will be provided and

6. All records, publications, materials, and information developed by the previous specialists in the performance of the Helpline duties.

Question No. 33: Pg. 1, Attachment 1b. DTM and OC Requirements, Reference: The DTM and OC Requirements states “II. Information Technology (IT) Plan, A. The Contractor shall prepare an IT Plan that addresses and describes the Design, Development, Implementation, and Maintenance for all IT Systems in the contract/ task order. The IT Plan shall include:

1. Functional requirements (e.g., data, workloads, user interface, reliability, security, and maintenance

2. Technical requirements (e.g., hardware, software, and telecommunications)

3. Operational requirements

4. Any additional requirements that are needed to accurately address design, development, implementation, and maintenance

5. System architecture

6. Iterative development approach for software development

7. IT milestones and implementation dates of the project”

Question: Can the Government clarify which IT systems the Contractor is required to support and provide quantifiable information on the extent that development of new systems is required? Can the government provide the system architecture for each existing system? Answer: There are no design requirements for this project. This is general language for all contracts and N/A. The data from phone calls can be provided in a database or DWP has an existing database that was used that could be modified.

Question No. 34: Pg. 3 1b. DTM and OC Requirements, Reference: The DTM and OC Requirements states “, IV. Federal Information Technology Acquisition Reform Act (FITARA) Requirements Attachment…..C. Website Domain Registration: Contractor shall work with the COR to submit domain registration information to DTM FITARA team when a new website domain name is registered, or website information is requested by the DTM FITARA team.” Question: Can the Government clarify the requirement to establish or maintain a new website domain and clarify how many existing websites are within scope of this contract? Answer: There is no requirement for establishing or maintaining a new website domain. This is N/A. The website that exists is maintained by SAMHSA under the Division of Workplace Programs.

Question No. 35: Pg. 3 1b. DTM and OC Requirements, Reference: The DTM and OC Requirements states “, IV. Federal Information Technology Acquisition Reform Act (FITARA) Requirements Attachment… D. Contractor shall work with COR to provide contract-related software and hardware license or registration information to the DTM FITARA Team.” Question: Can the Government clarify which software and hardware is required for this contract? Answer: There are no software requirements for this contract.

This is N/A.

Question No. 36: Pg. 1, 1c. List of Deliverables Based on Division of Technology Management (DTM) and Office of Communication (OC) Requirements: Reference: The List of Deliverables on DTM and OC Requirements states: “…2 Meeting on systems or website migration from third-party hosted service to SAMHSA. Question: This deliverable and other IT deliverables do not appear to align to the requirements described in the Request for Proposal or Performance Work Statement. Can the Government clarify the requirements for IT support including which systems require development, implementation, maintenance; and which websites require migration? Answer: There are no requirements for IT system development, implementation, or maintenance for this contract. This is N/A.

Question No. 37: Pg. 3, PWS, D. Specific Core Requirements of the Contractor and /or Representative to be Performed and Pg. 1, Attachment 1b. DTM and OC Requirements, Reference: The PWS states “The Government shall provide….. An office with, at a minimum, a desk, chair, personal computer with appropriate software, and administrative support;…” And The DTM and OC Requirements states “II. Information Technology (IT) Plan, A. The Contractor shall prepare an IT Plan that addresses and describes the Design, Development, Implementation, and Maintenance for all IT Systems in the contract/ task order. The IT Plan shall include:….. . Iterative development approach for software development…”Question: Can the Government specify requirements for software development? Can the Government clarify which software will be provided as Government-Furnished Equipment versus which software the Government requires the Contractor to develop? Answer: There are no requirements for software development for this contract. This is N/A.

Question No. 38: In the workplace helpline PWS under section D Government shall provide:

4) An office with a minimum, a desk, chair, personal computer with appropriate software, and administrative support.

Question: In 2020 the Covid 19 pandemic forced many employees to perform workplace duties in remote sites. The Federal government has encouraged, if possible, to work remotely. For contractors who will employ multiple individuals to work as a workplace helpline consultant, can the PWS be amended to allow for the Government to supply a minimum of two (2) personal computer with appropriate software and administrative support? Answer: Yes, we have revised the PWS (RFP Amendment 1, Attachment 2). The government anticipates the Helpline Operator can sit in either location: Government provided space or within its own facility (remote work). If within their own facility, the contractor may set up the voicemail to ring at a location or phone of their choosing. The government will also supply laptop(s) to perform this work on or off location. If the contractor works remotely, only laptop(s) will be provided. See Section D specific core requirements and Question 32 above.

Question No. 39: What is the appropriate date to place on the “Client return form” to the Contract Specialist? Answer: Clarification – This is regarding the “Client Letter.” It is is up to the Offeror to determine. It can be prior to the proposal due date, if you want this included in your proposal, or at the same time as proposals are due, if provided separately.

Question No. 40: Can the client send the “Contractor Performance Information” document electronically to Attention: Ms. Davidson at SAMHSAcontracts@SAMHSA.HHS.GOV?

Answer: Yes.

Question No. 41: Attachment 15 is titled Sealed proposal cover page, but when you open the document it is the subcontractor electronically mailed proposal package. Please provide instructions on what document should be submitted as official authorization (example of cover letter) to bind my organization to the RFP? Answer: Attachment 15 is required for the Offeror to list all Subcontractors and detail if they are included in the Prime proposal or provided separately by the Subcontractor through a Sealed Proposal. Any cover letter that includes the information in response to the instructions in the RFP will suffice for your submission. Additionally, all portions of your business and technical proposals in accordance with instructions within the RFP and Offeror submissions in Attachment 7, are necessary.

Question No. 42: If the offeror of the RFP has no subcontractors, does the offeror need to submit Attachment 15? Answer: Yes, but designate that there are no subcontractors if this is the case.

mailto:SAMHSAcontracts@SAMHSA.HHS.GOV

Question No. 43: What is the G and A rate that should be used in the business proposal?

Answer: This is up to the Offeror to determine. The range is typically anywhere from 7% to 16%.

Question No. 44: What documents at a minimum must be submitted to contacts for the RFP to be completed? Answer: All instructions are within the RFP posted on December 23, 2022. Please note instructions on the Cover Letter, within the RFP and inclusive of all information necessary as through instructions under Sections H, L and M, and Attachments 1 through 15. Please Note that in Sections L.3 and L.4 , there are important requirements described in full detail for providing a complete proposal.

Question No. 45: Can the Contractor and /or representative(s) work from a remote location or will the Government designate the place where the work must be performed? Answer:

See response to Question No. 38.

Question No. 46: Is this RFP a new requirement or following on? If there is a incumbent, who are they and can you provide the contract number? Answer: This is a new requirement. See Answer to Question No(s) 3 and 4.

Question No. 47: The help desk is open for 60 hours a week based on the operations time 8 am - 8pm. The requirement for 40 work week does not cover the operational requirements.

Can you clarify if the 40 hours represents maximum of one FTE because the hours of the help desk is 60 hours? Answer: No, the help desk is open for a maximum of 40 hours per week as stated in the PWS on Page 2 (Attachment 1a). See answer to Question No. 28.

Technical requirements allow the contractor to work within these hours or be flexible in start and ending times.

Question No. 48: I read that the contract allows for 40 hours per week and that those hours are to be divided among staff. I am unclear if this is stating that the hours are only 40 per week and all parties must share hours (e.g. 2 employees equal 20 hours per employee)? Or, all staff must work a 40 hour position? Answer: The hours per week for this contract are not to exceed a shared total of 40 hours. See answer to Question No(s) 18 and 28. Refer to PWS, Page 2, Under B. Objectives (Attachment 1a).

RFP #: 277-23-0606

CSAP Workplace Helpline

Attachment No. 2

Performance Work Statement (PWS) Project Title: Workplace Helpline

A. Background

In 1986, Presidential Executive Order 12564 required that each Federal Executive branch agency develop and implement programs to address drug abuse in their workplaces with a comprehensive program that would include a written policy, access to employee assistance program services, employee education, supervisor training, and drug testing.

The federal Department of Health and Human Services (HHS) was required to oversee the development of the federal-wide program and help agencies with implementation efforts. In addition, HHS was required to establish and operate a toll-free telephone service for federal and non-federal workplaces, business, and industry that would respond and find solutions to questions and issues about drug misuse in the workplace and issues such as drug testing, and legal and social issues related to a drug-free workplace. The toll-free telephone and internet services were initiated in 1987 and has continued uninterrupted service.

Under the Reorganization of the Alcohol, Drug Abuse and Mental Health Administration on October 1, 1992, the administrative responsibility for managing this telephone consulting service was transferred to the Center for Substance Abuse Prevention (CSAP) in the Substance Abuse and Mental Health Services Administration (SAMHSA). In response to CSAP's prevention mission, the Workplace Helpline began to consult on alcohol, drug misuse problems, and drug testing issues. Also, the Workplace Helpline expanded its scope of coverage to include any community-based program whose mission is to reduce or eliminate the problems of alcohol and drugs of abuse in its community workplace.

In January 2017, the Mandatory Guidelines for Urine specimen were revised to include the drug testing of synthetic opioids (hydrocodone, hydromorphone, oxycodone and oxymorphone) with an effective date for implementing the new guidelines on October 1, 2017. Similarly, the new Mandatory Guidelines for Oral Fluid specimen were published in the Federal Register in October 2019 with an effective implementing date of January 1,2020. The Workplace Helpline needs to expand its scope to include public request and inquiries on oral fluid specimen and the impact the additional alternative specimen has on workplace policy. In the future, when hair testing is approved, the helpline will also handle inquiries on hair testing.

The SAMHSA’s Workplace Helpline responds to a critical need on the part of its largest constituent – small businesses (over 32.5 million accounting for 99.9 percent of all US businesses, SBA, 2021). Since its inception, the Workplace Helpline receives most of its requests for assistance from small business owners (i.e., employee populations of 500 or less). Small businesses also represent: the segment least informed and least involved in addressing workplace alcohol and drug misuse problems. The Workplace Helpline also responds to significant number of calls by individuals inquiring about workplace drug testing and substance misuse prevention and treatment issues regarding prescription drugs, illicit drugs, and alcohol use. The Helpline service is available to all 50 states and territories of the United States and has assisted employers from other countries.

B. Objectives

The purpose of this contract is to provide individual professional services representing a competent, working knowledge, skills, and relevant experience to continue the day-to-day operation of the SAMHSA/CSAP Workplace Helpline. Specifically, the objectives of this task order are to:

• The Contractor and /or representative(s) will work a maximum total of 40 hours per week.

• The Contractor and /or representative(s) will normally operate the Helpline from Monday through Friday (except for federal holidays). Federal holidays include New Year’s Day, Martin Luther King, Jr. Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.

• The Contractor and /or representative(s) may work the 8 hours between the flexible hours of 8 a.m. to 8 p.m. Eastern Standard Time. If more than one individual share operating the Helpline, the individuals may divide the 40 hours per week in any ratio. Under no circumstances shall the total hours exceed 40 hours per week.

• The Contractor may work remotely during the hours specified above.

C. General Requirements Services to be Performed The Contractor shall account for project funding necessary to meet all requirements specified in Section C, including but not limited to activities supporting IT security and privacy, Section 508 compliance, and web content development, management, and migration.

1. Independently, and not as an agent of the Government, the Contractor shall furnish the necessary personnel, labor, equipment, software, services, materials, and supplies, except as otherwise noted specifically herein to perform the work set forth below.

2. All work under this contract/task order will be monitored by the Contracting Officer’s Representative (COR).

General Requirements are the Division of Technology Management (DTM) and Office of Communications (OC) Requirements – please see Attachment 1b

D. Specific Core Requirements of the Contractor and /or Representative to be performed

Note to Offerors: Specific Core requirements and equipment the Government will furnish to the Contractor:

The Government shall provide:

1. The Workplace Helpline 800 telephone number and local phone line and number.

2. A telephone messaging system.

3. Payment of all Workplace Helpline service telephone charges during the contract performance period (the Government will also be responsible for all repairs necessary for the phones and phone equipment).

4. An office(s) with, at a minimum, a desk(s), chair(s), personal computer/laptop(s) with appropriate software.

5. If the Contractor works remotely only a laptop(s) will be provided and

6. All records, publications, materials, and information developed by the previous specialists in the performance of the Helpline duties.

Services to be performed by the Contractor: Tasks 1-10:

The Contractor shall provide support for the core tasks for Tasks 1-10 in the base year and if exercised in the option years 01 to 04:

Task 1 Answer telephone/e-mail inquiries

The Contractor shall answer telephone and email inquiries about alcohol and drug abuse from businesses, industries, community-based substance abuse prevention programs, and individuals immediately or within one (1) business day of receipt. The Contractor and shall provide consultation on approaches to prevent the use and abuse of those substances in a workplace setting. The Contractor can expect an average of 8 to 10 calls and/or e-mails received each day.

Some of the inquiries may require the Contractor to research information and shall follow-up with the caller within one (1) week from receipt date of the inquiry.

Task 2 Document each inquiry

The Contractor shall document each inquiry and provide a verbal and/or written response and provide information to the caller immediately upon receiving the call or within one (1) business day.

Task 3 Provide technical evidence-based information/assistance

The Contractor shall provide to callers technical and evidence-based information on establishing comprehensive alcohol and drug-free workplace programs that include provisions for a written policy, employee assistance program services, employee education, supervisor training, and workplace drug testing. This shall be provided immediately upon receiving the call or within one (1) week if research is required by the contractor.

In the event that the Contractor must replace the professional service individual performing the duties in tasks during the contract performance period, the contractor must submit for consideration and acceptance by the Contract Officer Representative (COR) the prospective employee’s resume demonstrating the appropriate background, knowledge, skills, and experience, as stated in the Statement of Work within one (1) week

Task 4. Provide sources of publications

The Contractor shall provide sources of publications, when requested by callers, which are pertinent to the issues presented by callers immediately upon receiving the call or within one (1) week if research is required.

Task 5. Refer callers to other resources

The Contractor shall refer callers to other local and national resources for additional assistance when they are unable to provide the requested information. For example, other federal or state agencies where relevant laws or regulations govern aspects of private or public workplace programs, community-based substance abuse prevention and treatment programs, legal assistance organizations, and employee assistance programs shall be provided to the caller immediately or within one (1) business day.

Task 6. Program consultation and/or training

The Contractor shall provide program consultation and/or training to businesses via teleconference at no cost to the businesses, as needed and scheduled within two (2) days after the request. This is part of the daily responsibilities of the contractor. Reference to training information is located on the Division of Workplace Program website at www.samhsa.gov/workplace. Typical training request should not exceed more than 1 hour.

Task 7. Follow up/Call-back

The Contractor shall conduct quarterly call-back feedback and follow up conversations with all callers, program coordinators, human resource departments as necessary from phone, e-mail, or fax messages to determine the percentage of callers to the Workplace Helpline that have taken action to develop a workplace substance abuse prevention initiative based on their contact with the Workplace Helpline.

Task 8. Summary Reports

The Contractor shall provide a quarterly report no later than the 15th of the preceding month to the Contracting Officer Representative (COR) summarizing inquiries by topics and other data elements of the inquiry log sheet. The report shall include the number of calls, type of calls (e.g., individual, company, community agency, federal agency, and state agency), method of inquiry (e.g., email, phone, and web), and Inquiry reasons, along with topics requested by callers.

Reports may be requested by the COR on an ad hoc basis when necessary. Not to exceed 1 per month and not always every month. Reports are typically in 2-to-3-page lengths.

Task 9. Federal agency inquiries, reports, and standards of practice

The Contractor shall document federal agency calls and develop quarterly reports that include: 1) The number of calls made from each Federal Agency, Regulated industries, and Non-Regulated small businesses 2) A breakdown of which Agencies or businesses that placed the calls 3) Topics that were discussed and the rank order of these topics by number of questions/calls 4) The Responses to these calls either by phone or e-mail and references cited during each call. (e.g., Mandatory Guidelines, and technical paper, etc.). Reports may be requested by the COR on an ad hoc basis when necessary. Not to exceed 1 per month and not always every month. Inquiries from federal agencies shall be sorted by topic and standard templates for each answer will be compiled and reported by the contractor on a standard computer electronic file storage space.

Call inquiries shall be responded to within one (1) business day.

The Contractor shall develop standard operating procedures (SOPs) for telephone and e-mail inquiries by topic regarding drug abuse questions within six (6) months from the Effective Date of the Contract (EDOC) and revision are completed as necessary. These SOPs shall be reviewed and approved by the COR.

The Contractor shall provide quarterly reports outlined in this task for both the Urine Mandatory Guidelines for Drug Free Workplace Programs and the Oral Fluid Mandatory Guidelines for Drug Free Workplace Programs, once the proposed Mandatory Guidelines have been implemented by laboratories. The COR will direct the contractor to provide quarterly reports and due dates. Reports shall be delivered quarterly and as needed in accordance with the schedule developed by the contractor.

Task 10. Turnover at the End of Closeout and Transition Tasks

Six (6) months prior to the end of the contract, the Contractor shall provide a comprehensive ninety (90) day plan that would detail the transfer of all relevant administrative and operational information associated with the Workplace to the incoming new contractor or DWP staff member to be responsible for the Workplace Helpline.

The contractor will be notified 120 days prior to contract expiration during the period of performance (year 1, 2, 3, 4, or 5) to transition/transfer all technical assistance training and materials.

Options to Extend Services

Pending availability of funds and adherence to performance criteria, up to four (4) additional years beyond the Base Year (Option Years 1 through 4), as appropriate, may be exercised for the same kind of work as described for the Base Year contained in this Performance Work Statement.

OPTION 1: Extension of the Requirement for One 12 Month Period Under this option the contract would be continued for a period of one year, upon exercising of the option by modification of the contract. Tasks to be performed would continue to be those identified in the Performance Work Statement, as noted in the Delivery Schedule and/or as modified. (Option 1 is Year 2).

OPTION 2: Extension of the Requirement for One 12 Month Period Under this option the contract would be continued for a period of one year, upon exercising of the option by modification of the contract. Tasks to be performed would continue to be those identified in the Performance Work Statement, as noted in the Delivery Schedule and/or as modified. (Option 2 is Year 3).

OPTION 3: Extension of the Requirement for One 12 Month Period Under this option the contract would be continued for a period of one year, upon exercising of the option by modification of the contract. Tasks to be performed would continue to be those identified in the Performance Work Statement, as noted in the Delivery Schedule and/or as modified. (Option 3 is Year 4).

OPTION 4: Extension of the Requirement for One 12 Month Period Under this option the contract would be continued for a period of one year, upon exercising of the option by modification of the contract. Tasks to be performed would continue to be those identified in the Performance Work Statement, as noted in the Delivery Schedule and/or as modified. (Option 4 is Year 5).

A. Payment Schedule and Documentation

The Contractor and /or representative shall invoice monthly all hours worked and attached provide backup timesheets. The invoice details shall state the period of performance the invoice is covering (e.g., March 20, 2023 through March 19, 2024; job title; actual hours worked; billed hours; breakdown of each individual (e.g., Joe week 1, 2, 3, and 4, Jane week 1, 2, 3, and 4).

B. Delivery Performance Schedule

A list of tasks and pertinent records shall be maintained in the office where the Contractor and /or representative works. Records shall be monitored by the COR. The Contractor and /or representative shall deliver the following tasks in accordance with the Attachment 1c.