36C10X22R0017.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. DUNS: DUNS+4:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

133-22-2-2708-0007

36C10X22R0017 03-10-2022

Brian Kadel brian.kadel@va.gov (202)674-8618 04-11-2022

10:00AM EDT

36C10X Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

X

541110

$12 Million

N/A

X

Caregiver Support Program (12 CSP) Department of Veterans Affairs

810 Vermont Avenue N.W.

Washington DC 20420

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

Frederick MD 21703

VAFSC

U.S. Department of Veterans Affairs Financial Services Center

PO BOX 149971

(see Section B.3 invoicing/payment) Austin TX 78714-8917

1-(877)-489-6135

See CONTINUATION Page

Veterans Health Administration (VHA) Caregiver Support Program Financial and Legal Services

Please see Section B.2 Performance Work Statement

All proposal intentions, questions and proposals shall be submitted in accordance with instructions to offerors in Section E.

Questions and Proposal Intentions: 10:00AM, March 28, 2022

Proposals: See Block 8 above

See CONTINUATION Page

X X

36C10X22R0017

Table of Contents

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 PERFORMANCE WORK STATEMENT

B.3 PRICE SCHEDULE

SECTION C - CONTRACT CLAUSES

C.1 VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

LANGUAGE

C.2 FAR 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL

PRODUCTS AND COMMERCIAL SERVICES (NOV 2021)

C.3 ADDENDUM to FAR 52.212-4 CONTRACT TERMS AND CONDITIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

C.4 FAR 52.204-13 SYSTEM FOR AWARD MANAGEMENT MAINTENANCE (OCT

2018)

C.5 FAR 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR

2000)

C.6 FAR 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.7 VAAR 852.212-70 PROVISIONS AND CLAUSES APPLICABLE TO VA

ACQUISITION OF COMMERCIAL ITEMS (APR 2020)

C.8 VAAR 852.219-9 VA SMALL BUSINESS SUBCONTRACTING PLAN MINIMUM

REQUIREMENTS (DEC 2009)

C.9 VAAR 852.219-71 VA MENTOR-PROTÉGÉ PROGRAM (DEC 2009)

C.10 VAAR 852.219-72 EVALUATION FACTOR FOR PARTICIPATION IN THE VA

MENTOR-PROTÉGÉ PROGRAM (DEC 2009)

C.11 VAAR 852.219-75 SUBCONTRACTING COMMITMENTS MONITORING AND

COMPLIANCE (JUL 2018)

C.12 VAAR 852.219-76 SUBCONTRACTING PLANS MONITORING AND

COMPLIANCE (JUL 2018)

C.13 FAR 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO

IMPLEMENT STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (JAN 2022)

C.14 VHA 1605.05 BUSINESS ASSOCIATE AGREEMENT

C.15 MANDATORY WRITTEN DISCLOSURES

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

D.1 ATTACHMENT A - VA CONTRACTOR BACKGROUND INVESTIGATION

REQUEST WORKSHEET

D.2 ATTACHMENT B - PAST PERFORMANCE REFERENCES

D.3 ATTACHMENT C - PAST PERFORMANCE QUESTIONAIRRE (PPQ)

D.4 ATTACHMENT D - 6500.6 APPENDIX D CONTRACTOR RULES OF BEHAVIOR.

SECTION E - SOLICITATION PROVISIONS

E.1 INSTRUCTIONS TO OFFERORS

E.2 FAR 52.212-2 EVALUATION-COMMERCIAL ITEMS (OCT 2014)

E.3 FAR 52.204-24 REPRESENTATION REGARDING CERTAIN

TELECOMMUNICATIONS AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT

(NOV 2021)

E.4 FAR 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT

2018)

E.5 FAR 52.216-1 TYPE OF CONTRACT (APR 1984)

E.6 FAR 52.216-31 TIME-AND-MATERIALS/LABOR-HOUR PROPOSAL

REQUIREMENTS—COMMERCIAL ACQUISITION (NOV 2021)

E.7 FAR 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.8 FAR 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE

(FEB 1998)

E.9 FAR 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL ITEMS (FEB 2021 (JUL 2020) (DEVIATION)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

(continuation from Standard Form 1449, block 18A.)

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: TBD

b. GOVERNMENT: Contracting Officer 0010X Strategic Acquisition Center - Frederick

Department of Veterans Affairs

Frederick, MD 21703

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-34, Payment by Electronic Funds Transfer—Other Than System For

Award Management, or [ ] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly [ ]

b. Semi-Annually [ ]

c. Other [X] Monthly (upon review and approval by the COR).

In accordance with FAR 52.212-4 (g) only proper invoices that contain documentation of services performed will be accepted.

4. CHANGES: Any changes to the resultant contract and associated tasks shall only be authorized and approved through written correspondence from the Contracting Officer (CO). A copy of each change will be kept in the contract folder along with all other products of the project. Costs incurred by the Contractor through the actions of parties other than the CO shall be borne by the Contractor.

5. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

TUNGSTEN (aka OB10) ELECTRONIC INVOICE SUBMISSION FSC e-INVOICE PROGRAM THRU AUSTIN PORTAL

FSC MANDATORY ELECTRONIC INVOICE SUBMISSION FOR AUSTIN PAYMENTS

Contractor POC: TBD Contracting POC: TBD COR (Contracting Officers Representative): TBD Contract Number: TBD Purchase Order Number: TBD

Vendor Electronic Invoice Submission Methods:

Fax, email and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted data transmissions below.

VA’s Electronic Invoice Presentment and Payment System – The Financial Services Center (FSC) in Austin, TX uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website:

http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge.

A system that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by the American National Standards Institute (ANSI). The X12 EDI Web site is http://www.x12.org.

Vendor e-invoice Set-up information:

Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center in Austin, TX for payment processing. If you have questions about the payment status of a properly submitted invoice, the e-invoicing program, or Tungsten, please contact the FSC at the phone number or email address listed below.

Tungsten e-Invoice setup information: 1-877-489-6135 Tungsten e-Invoice email: VA.Registration@tungsten-network.com VA TUNGSTEN Number: AAA544240062 FSC e-Invoice contact information: 1-877-353-9791 FSC e-Invoice email: vafsccshd@va.gov http://www.fsc.va.gov/einvoice.asp

COMMUNICATIONS:

https://www.federalregister.gov/articles/2012/11/27/2012-28612/va-acquisition-regulation-electronic-submission-of-payment-requests http://fcw.com/articles/2012/11/27/va-epayments.aspx?s=fcwdaily

6. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.2 PERFORMANCE WORK STATEMENT

1. INTRODUCTION. The mission of the Veterans Health Administration (VHA) of the Department of Veterans Affairs (VA) is to honor America’s Veterans by providing exceptional care that improves their health and well-being. VHA will continue to be the benchmark for excellence and value in health care and benefits by providing exemplary services that are both patient-centered and evidence based.

On June 6, 2018, the John S. McCain III, Daniel K. Akaka, and Samuel R. Johnson VA Maintaining Internal Systems and Strengthening Integrated Outside Networks (MISSION) Act of 2018 or the VA MISSION Act of 2018, Public Law 115-182, was signed into law. Section 161 of the MISSION Act of 2018 expands eligibility for VA’s Program of Comprehensive Assistance for Family Caregivers (PCAFC). This law, among other things, expands eligibility for PCAFC to eligible Veterans with a serious injury incurred or aggravated in the line of duty in the active military, naval, or air service before September 11, 2001 in two phases. This law also establishes new benefits for designated Primary Family Caregivers of eligible Veterans under the PCAFC. Under 38 U.S.C. 1720G(a)(3)(A)(ii)(IV), as amended by section 161(a)(3) of the VA MISSION Act of 2018, the VA is required to provide designated Primary Family Caregivers:

(1) financial planning services relating to the needs of injured Veterans and their caregivers;

and

(2) legal services relating to the needs of injured Veterans and their caregivers.

Under the law, these services must be provided through the use of contracts with, or the provision of grants to, public or private entities.

Please see the following link for detailed guidance provided in the attached final rule:

https://www.federalregister.gov/documents/2020/07/31/2020-15931/program-of-comprehensiveassistance-for-family-caregivers-improvements-and-amendments-under-the-va.

The following table provides the estimated participate projected volumes.

Family Caregiver Estimated Participant Projected Volume

PCAFC Projections (Financial & Legal)

Primary Family Caregiver Estimated Participant Projected Volume PCAFC Projections

(Financial & Legal) Estimated Usage 15% of Caregiver Projections

PCAFC

Base Period / 2022 45,101 6,765 Option Period 1 / 2023 59,113 8,867 Option Period 2 / 2024 69,804 10,321 Option Period 3 / 2025 77,447 11,617 Option Period 4 / 2026 82,339 12,350

2. SCOPE. The scope of this requirement is for legal and financial services for designated Primary Family Caregivers enrolled in the Program of Comprehensive Assistance for Family Caregivers. Under 38 U.S.C. 1720G(a)(3)(A)(ii)(IV), as amended by section 161(a)(3) of the VA MISSION Act of 2018, the VA is required to provide designated Primary Family Caregivers these services to include the following: financial planning services which shall be provided--relating to the needs of injured Veterans and their Primary Family Caregivers; and (2) legal services: relating to the needs of injured Veterans and their Primary Family Caregivers. The services will be provided in English and Spanish and in other languages as requested by the Primary Family Caregiver and approved by the Project Manager (PM)/Contracting Officer’s Representative (COR). The other languages may be provided through a translation service (3-way call) for live interactions. Written materials may be requested for translation into other languages at the request of the PM/COR.

3. PERFORMANCE REQUIREMENTS.

3.1 CONTRACT TYPE: The preferred contract type is Firm Fixed Price (see FAR 16.202);

however, due to commercial Offerors’ specialty in providing these services, Offerors are afforded the opportunity to propose the contract type (as defined and allowed in Federal Acquisition Regulation (FAR) Part 16) and pricing model that is consistent with its proposed technical approach.

Note, this solicitation is for commercial services; therefore, a cost-reimbursable contract is prohibited (see FAR 12.207 and 16.301-3).

3.2 PERIOD OF PERFORMANCE. The period of performance will include one 12-month base period of performance, anticipated to begin on June 1, 2022 – May 31, 2023, with four 12-month option periods.

3.3 PLACE OF PERFORMANCE. Services shall be performed at the Contractor’s facilities (off-site).

4. KICK-OFF MEETING AND PROJECT MANAGEMENT PLAN.

4.1 Kick-Off Meeting shall occur within 5 business days after contract award or as stipulated by VA’s Project Managers (PM). The Contractor shall hold a Project Kick-Off Meeting with the PM/COR, and key stakeholders and subject matter experts (SME) to be identified by the VA PM/COR. At the Kick-Off Meeting, the Contractor shall present the details of initial Project Management Plan (PMP), which shall include the Contractor’s intended approach and work plan and project schedule including deliverable dates with major milestones for review and approval by the VA PM/COR. The Contractor shall also provide completed standard administrative tasks at Kick-Off Meeting (e.g., background investigation forms, staff roster, mandatory training).

4.2 The Final PMP is due ten (10) business days after the kick-off meeting. Work shall not commence until the VA PM/COR approves the PMP (i.e., approach/methodology, work plan and schedule with major milestones).

5. SPECIFIC TASKS AND DELIVERABLES. The contractor shall provide a phased implementation approach with full implementation no later than 120 days. Within the first week, the contractor shall submit the required training and background check paperwork per section

9.2. Within the 30 days of award, the contractor shall have developed the website to meet the requirements as per task 5.5. Upon interim approval, the vendor shall first provide access to online financial and legal services educational resources with the subsequent live support available within 60 days and final referral capabilities within 120 days.

The contractor shall perform Financial Planning services on a non-personal services basis. VA organizations will not provide supervision of contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff.

VA organizations will refrain from any activities that create the appearance of such a relationship. Contractors shall not perform inherently governmental functions including decision-making, supervision of Government employees, supervision of other contractors on other contracts, or activities that create the appearance of performing such functions.

The contractor shall ensure corresponding professional credentials for the provision of Legal and financial services. The contractor shall ensure all attorneys are licensed, active and in good standing in at least one State bar and are in good standing regardless of active status in all State bars to which they have been admitted (properly licensed). The contractor shall also ensure financial counselors maintain a certification through a national financial counseling organization such as the National Association of Certified Credit Counselors (NACCC), Association for Financial Counseling and Planning Education (AFCPE), or Accredited Financial Counselor (AFC). Financial planning credentials through organizations such as Certified Financial Planner (CFP) or National Foundation for Credit Counseling (NFCC) are not accepted since services are limited to counseling, coaching and education. The contractor shall describe how it will meet legal and financial licensure/certification requirements to enable provision of services across all geographical areas covered under this contract. Contractor will ensure staff availability to support the expected volume/need for such services among the caregivers on a national level.

5.1 TASK 1 – LEGAL SERVICES:

5.1 (1) LEGAL SERVICES: The contractor shall provide legal services including legal advice and consultation, relating to the needs of injured Veterans and their Primary Family Caregivers.

The legal services include provision of legal advice and consultation relating to the needs of injured Veterans and their designated Primary Family Caregivers. The contractor shall provide general legal supportive services for eligible Primary Family Caregivers to develop items such as legal documents (instruments), provide education, and provide support referrals to community resources. The deliverables shall include, at a minimum, the following at the request of the eligible

Primary Family Caregiver and approved by VA:

5.1 (1) DELIVERABLES:

a. Simple wills (Estate Planning)

i. Drafting of a last will and testament

ii. Designating beneficiaries

iii. Finalize instruments

b. Advanced Directives

i. Finalize instruments

c. Power of Attorney (POA) and Durable Power of Attorney (DPOA)

i. Review and educate on the types of POAs

ii. Draft a POA

iii. Finalize POA

d. Guardian of Veteran

i. Review and educate on the types of guardianship

ii. Draft guardianship instruments

iii. Finalize guardianship instruments

e. Referrals to community resources for individual representation and attorneys for legal assistance or representation in other legal matters (related to the personal legal needs of the eligible Veteran and the Primary Family Caregiver that are not covered in the above sections). This excludes assistance with matters in which the eligible Veteran or Primary Family Caregiver is taking or has taken adversarial legal action against the United States Government and disputes between the eligible Veteran and the Primary Family Caregiver.

f. Educational programs relevant to local and state regulations on topics relevant to caregiving (provided through webinars, websites or other venues as well as live training programs):

i. Advanced Directives

ii. Simple Wills

iii. Estate Planning

iv. Guardianship

g. One, thirty (30) minute session per topic with an attorney to provide consultation and support in completing each of items a. through e. above. Up to two additional 30-minute sessions may be offered per task with supporting documentation reflecting justification for request of additional services/sessions.

TASK 5.1 (2) OPTIONAL LEGAL SERVICES

Optional Legal Services shall provide additional legal support relating to the needs of injured Veterans and their designated Primary Family Caregivers to include support in areas such as the development of additional legal documents, provision of additional phone consultation, and education on identity theft. The following optional services would include below deliverables:

TASK 5.1 (2) DELIVERABLES (OPTIONAL):

a. Additional thirty-minute consultation with attorney via telephone, secure online video conferencing, or in-person per topic on a topic not listed in a-e (Optional)

b. Identity theft (Optional)

i. Review and educate on the types of identity theft

c. Draft documents pertaining to credit reporting agencies, businesses, and debt collector notifications (Optional)

d. Up to two letters prepared/or reviewed by contract attorney to resolve disputes, such as (but not limited to) personal disputes with a landlord or creditor, per year (Optional)

e. Up to two phone calls to be made /or received by plan attorney to resolve disputes per year (Optional)

5.2 TASK 5. 2 – FINANCIAL PLANNING SERVICES

Financial planning services shall include the provision of financial planning services relating to the needs of injured Veterans and their Primary Family Caregivers which shall provide support such in areas such as household budgeting, debt management, retirement planning, insurance review/education and financial counselor consultation to assist the Primary Family Caregiver.

These services shall include, at a minimum, the following deliverables will be provided at the request of the eligible Primary Family Caregiver and approved by VA:

TASK 5.2 (1) DELIVERABLES:

a. Household Budgeting

i. Creating a personal budget/financial plan to reduce, eliminate, and avoid debt and to achieve solvency and stability

ii. Learning to balance a checkbook

iii. Learning to pay bills

iv. Teaching money management techniques

v. Managing income changes or increased expenses

b. Debt Management (not including bankruptcy proceedings)

i. Assistance with establishing payments with creditors

ii. Negotiating with Creditors

iii. Dealing with collection agencies and delinquencies

c. Retirement planning review and education

i. Educate on retirement planning and investment options

d. Insurance review and education

i. Educate on current insurance policies

ii. Educate on alternative insurance option to include health, automobile, life and homeowners/renters

e. One, thirty (30) minute session per topic with an attorney to provide consultation and support in completing each of items a. through e. above. Up to two additional 30-minute sessions may be offered per task with supporting documentation reflecting justification for request of additional services/sessions.

TASK 5.2 (2) OPTIONAL FINANCIAL SERVICES:

The optional financial services shall provide enhanced support relating to the needs of injured Veterans and their Primary Family Caregivers in relation to topics such as mortgage loan/refinancing education, referrals to community resources, live/or on demand webinar, credit management and other planning/education services. These services will include at a minimum the following below deliverables:

TASK 5.2 (2) DELIVERABLES (OPTIONAL):

a. Mortgage loans and refinancing (Optional)

i. Educate on types of mortgages available

b. Extensive Financial Coaching (Optional)

i. Provision of 90-day telephonic coaching program to assist in developing and implementing an action plan (optional)

c. Referrals to community resources (Optional)

d. Live and on demand money management webinars (Optional)

e. Credit Management (Optional)

i. Understanding credit, finance charges, interest rates, and the implications of only paying the minimum amount each month

ii. Educating Primary Family Caregivers and their families on the importance of maintaining excellent credit histories and ratings. Teaching Primary Family

Caregivers and their families how to establish, monitor, and protect their credit

f. Planning for college expenses and addressing student loans (Optional) Educate on the types of college savings plans for Primary Family Caregiver/dependents and the Veterans the serve/dependents.

5.3 TASK 5.3 – MONITORING AND DATA REPORTING:

The contractor shall deliver a monthly data file via secure method to include individual customer level interaction/event information so that the following can be complied/reported:

TASK 5.3 DELIVERABLES:

(1) Finance data to be produced by contractor:

a. Total number of Veterans and Caregivers using service

b. Dates of service (start date/end date)

c. Count of Type(s) of each service(s) received, by Veteran and Caregiver (SSN as ID)

d. Survey results after receiving financial services will be compiled to include a summary of outcomes as a result of services in order to monitor program goals. At a minimum, the survey summary will include: quantity surveyed, quantity responded, benefit from the service, level of improvement on ability to manage personal finances, and whether the services increased financial capability. Additional metrics to be included at the request of the COR/PM will be implemented within 30-days of the request [reported monthly after approval by PM/COR and Office of Manpower and Budget (OMB)].

(2) Legal data to be produced by contractor:

a. Total number of Veterans and Caregivers using service

b. Dates of service (start date/end date)

c. Count of Type(s) of service(s) received, by Veteran and Caregiver (SSN as ID)

d. Survey results after receiving Legal services will be compiled to include a summary of outcomes as a result of services in order to monitor program goals. At a minimum, the survey summary will include: quantity surveyed, quantity responded, benefit from the service, level of improvement on ability to manage personal legal topics, and whether the services increased ability to manage the corresponding legal situation/request. Additional metrics to be included at the request of the COR/PM will be implemented within 30-days of the request (reported monthly after approval by PM/COR and OMB).

(3) Additional monthly monitoring/data:

The contractor shall develop and provide adhoc reports as requested by the PM/COR to address elements such as:

a. Number of Primary Family Caregivers who have newly started to receive services since the last designated period/range and/or number of caregivers who are using the services

b. Breakdown by method of contact;

c. Total number of completed phone calls (including a breakdown by language)

d. Utilization trends of the services provided broken down by financial and legal services;

e. Persistence/consistency of use of contracted services and completion rates broken down by state and VAMC location;

f. Customer service center statistics, and

g. Specialty reports as it relates to family caregivers not captured above.

5.4 TASK 5.4 – SURVEY

The contractor shall develop and institute a survey that will capture a summary of results of services received related to finance and legal services. Prior to administration, the survey will be approved by the PM/COR as well as approved by the Office of Management and Budget (OMB). During the review process, it is possible that OMB will require additional changes/updates to the survey prior to approval. The survey will be sent to the caregiver within two weeks of completed services provided. At a minimum, the survey will capture the number surveyed (100% of those who received finance and/or legal services), the number who responded, and the results of the survey. The results shall capture, at a minimum, if the services provided the following: overall benefit from the service, improvement in ability to manage finances, and whether the services helped to increase financial capability. [See 5.3 above for monthly reporting requirements after approval of by PM/COR and OMB]

5.5 TASK 5.5 – SECURE WEBSITE AND REFERRAL PROCESS

a. The contractor shall provide a secure website that will be created and maintained by the Contractor which allows self-authentication via a secure login. The Contractor/Sub-contractor’s firewall and Web services security controls shall meet or exceed VA’s minimum requirements (reference VA Handbook 6500.6, Contract Security Appendix C). The Contractor will be storing, generating, transmitting, and exchanging VA sensitive information and must complete a Contractor Security Control Assessment (CSCA) on a yearly basis and provide to the COR. VA will review the controls in place and approve that it meets the VA standard.

b. The contractor shall provide a secure referral portal where a set of mandatory fields will be populated and verified prior to authorizing services (as a method of verification of eligibility). The PM/COR will approve the referral portal process and mandatory fields. The contractor will create a mechanism to allow both self-referrals and referrals from Caregiver Support Teams. If a member is referred by the Caregiver Support Team, the Caregiver Support Team will provide the mandatory verification data. For self-referrals, the contractor will confirm with the corresponding Caregiver Support Team for the required verification information/data fields prior to providing the corresponding requested services.

Future State:

c. Optional CLIN: Upon Government development of a VA confirmation tool for caregiver eligibility for these services, all future referrals (whether it be self-referrals or referrals from the Caregiver Support Team) will be validated by the contractor through the VA tool.

5.6 TASK 5.6 – CUSTOMER SERVICE CALL CENTER

The contractor shall provide a United States based customer service center to provide corresponding services through staffing, processes, procedures, and technological infrastructure necessary to manage and operate financial and legal services program for Primary Family Caregivers and their families. The customer service center shall provide services from 0800AM ET – 8:00PM ET, 7 days per week in all VA markets to include Puerto Rico, American Samoa, Guam, or where the VA has physical presence. Services must be provided via a toll-free number, e-mail, postal, live video, chat, other modalities, and face to face (upon request if in the local vicinity and available with the vendor) and be Section 508 compliant. The customer service center shall offer translation services upon request of caller.

The Contractor is to follow the guidance provided in VA 6102 Handbook which can be found at https://www.va.gov/vapubs/viewPublication.asp?Pub_ID=1055&FType=2t and the VA Web Best Practices Guide found at www.section508.va.gov/docs/VAWebBestPracticesGuide.pdf which provide specific direction for the establishment, management, and maintenance of all VA websites as well as all external websites that represent the VA. The Contractor will confirm eligibility of participants and provide Financial and Legal services to these eligible participants in accordance with this PWS (refer to task 5.5).

a. Contractor will provide for secure application to interface with the customer service center to make appointments, complete draft worksheets, research resources within VA secure websites, connect with scheduling calendar, etc.

b. The contractor shall establish/provide a single toll-free number that can be used by Primary Family Caregivers and their families from any location worldwide to access the customer service center.

c. The contractor shall provide Teletype - Telecommunications Device for the Deaf (TTY-TDD) services.

5.7 TASK 5.7 – OTHER LANGUAGES

The contractor shall provide all services in languages other than English and Spanish upon Primary Family Caregiver request and approval by the PM/COR. The other languages may be provided through a translation service (3-way call) for live interactions. Written materials may be requested for translation into other languages at the request of the PM/COR.

6. TRAVEL. N/A

7. DELIVERY SCHEDULE.

Task Deliverable Quantity Delivery Date

4.1 Kick-off Meeting, Initial Project Management Plan

(PMP)

1 Meeting within five (5) business days after contract award;

DRAFT PMP due at the kick-off meeting

4.2 Final PMP 1 Final PMP due 10

days after kick-off meeting

5.1(1) Legal Services

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.1(2) Legal Services

(OPTIONAL)

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.2 (1) Financial Services

Financial Services appointment for requested services

Upon request by eligible Primary Family Caregiver

Appointment scheduled within 5 business days of request

5.2 (2) Financial Services

(OPTIONAL)

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.3 Monitoring and

Data Reporting

Provide metrics to the program

Monthly 30 days of contract start and monthly thereafter

5.4 Survey Develop, transmit, and monitor data

Upon completion of services provided to the approved caregiver and reported in a monthly data summary

Survey submitted to eligible caregiver within two weeks of services provided and reported in monthly data summary 30 days OMB survey approval and rolled up monthly thereafter

5.5 Secure Website

and Referral portal

Develop secure website and secure referral portal which will enable 100% verification

100% of requested services that will obtain/store PII, or PHI must reside in a secure referral portal in accordance with VA/VHA, Privacy and HIPAA standards

Prior to transmitting/receiving any data (actions must be created within 30 days of award of the contract)

5.5 c. (Optional CLIN) Future State:

Referral verification integration

Upon Government creation of VA capability, contractor will complete a verification check through the VA system

100% of all caregivers requesting services under this contract

Within 30 days of award of this Optional

CLIN

5.6 Customer

Service Call Center

Provide a customer service call center

Provide a daily (7 days per week) call center

Must be created within 30 days of award and prior to beginning services

5.7 Language

Translation

Language translation (both written and verbal) for languages other than Spanish and English

Upon request of the Primary Family Caregiver and approval of the

PM/COR

Within five (5) days of the request and for subsequent services provided for the requested language

8. GOVERNMENT-FURNISHED INFORMATION, EQUIPMENT, AND FACILITIES.

The contractor will utilize their own equipment, facilities, and secure web platform. The VA will provide key verification information and/or connectivity where required to meet exercised tasks (refer to task 5.5).

9. SECURITY REQUIREMENTS.

9.1 GENERAL

The contractor shall ensure that all data collection and storage systems that provide for VA level information and system security protect the confidentiality, integrity, and availability of data, in accordance with all applicable Federal laws, VA regulations and policies, State laws, and industry standards. The contractor shall ensure that all electronic data collection and storage systems are designed with access control, comprehensive intrusion detection, and comprehensive virus protection. The contractor shall develop and implement formal incident response procedures, vulnerability monitoring, and mitigation.

Any referral templates and websites that are accessible by VHA Caregivers and/or Veterans in relation to services provided by this contract must reflect the following: “The services provided herein and/or referrals for further services are provided by contractors who are not employees of the United States Government.”

A Business Associate Agreement (BAA) is required for this award. See Section C.1 VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE for additional security requirements.

9.2 BACKGROUND INVESTIGATION REQUIREMENTS

Position Sensitivity and Background Investigation Requirements is Low Risk/Tier 1.

The Tasks identified above, and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal. The level and process of background security investigations for the contractors working directly with the VA must be in accordance with VHA Directive and Handbook 0710, Personnel Suitability and Security Program. For those working directly with the VA/Veterans Health Administration, the staff will be required to complete the full Background Check process (to include corresponding document submission, fingerprint check, and favorable adjudication) as well as maintain the annual training requirements through the Talent Management System (to complete minimum corresponding VA training requirements to include TMS VA Privacy and Information Security Awareness and Rules of Behavior course along with the TMS VA Privacy and HIPAA Training Course) prior to gaining access to VA information.

All Contractors and Contractor personnel working directly with the VA in support of this contract (as prime contractors/prime contractor staff) shall be subject to the same Federal security and privacy laws, regulations, standards and VA policies as VA personnel, including the Privacy Act, 5 U.S.C. § 552a, regarding information and information system security. Contractors must follow all security and privacy requirements, per 6500 Attachment C - VA Information and Information System Security/Privacy Requirements. During active performance Contractors and Contractor personnel are responsible for maintaining compliance with VA policies.

For Finance and Legal Services personnel (subcontractor staff) that support this contract, but do not directly interface with the Department of Veterans Affairs staff through this contract (such as subcontracted staff that receive referrals and provide direct services), these members shall be fully vetted and trained to a parallel standard as reflected above. This onboarding, background check, and training must be tracked and documented to ensure background reviews are completed and only those who meet the stringent background check requirements will be able to work in support of this contract. In addition, they will complete equivalent training such as Privacy and Information Security Awareness as well as Rules of Behavior training to ensure the protection (Privacy and Security) of any accessed Veteran/caregiver information. This parallel onboarding for these additional staff must be available for review/audit by the COR and Contracting Officer upon request.

10. KEY PERSONNEL. N/A

11. CONTRACT QUALITY ASSURANCE SURVEILLANCE PLAN (QASP).

The Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the contractor is performing the services in an acceptable manner.

The Government shall monitor performance against the established schedule, milestones, risk, and performance standards. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion.

11.1 SURVEILLANCE SCHEDULE WILL INCLUDE:

a. Periodic Surveillance: The Government will monitor performance of certain performance requirements on a periodic basis as needed. These items are indicated in the PRS below.

b. Contractor reports: The Contractor will report statistics on all metrics listed in the inspections. The Government reserves the right to conduct unannounced, unscheduled checks on any performance requirement at any time.

c. 100% Inspection: Once annually, the Government may conduct a 100% review of any or all performance requirements.

11.2 SURVEILLANCE METHODS

a. Contractor reporting: The Contractor will report on all QASP metrics monthly and on an ad-hoc basis as required by the Government.

b. Government sampling: the government will have access to Contractor systems and may conduct both qualitative and quantitative reviews of the data contained therein.

11.3 CUSTOMER COMPLAINTS

If the Government receives a customer complaint, the following procedures will be followed:

a. Person receiving the complaint notifies the COR or assigned designee.

b. The COR conducts a preliminary review of the incident. If appropriate, the COR notifies the Contracting Officer and Project Manager.

c. The Contracting Officer and COR conduct an investigation to determine the validity of the complaint. If the Contracting Officer and COR determine the complaint to be valid, he/she documents the findings and notifies the customer and the Contractor.

d. If the complaint is valid, the Contractor is given 24 hours to respond to the complaint with a plan of action.

e. The Contracting Officer and COR informs the customer the approximate time the complaint will be corrected and advises the customer to contact the COR directly if the complaint is not corrected.

f. The Contractor returns the written customer complaint to the Contracting Officer and COR, completed with the actions taken to correct it. The government will retain this record to ensure the Contractor has taken appropriate action(s) to prevent recurrence.

At the end of each month, all validated complaints will be reviewed to determine if performance is satisfactory or unsatisfactory based on the criteria in the PRS.

11.4 UNACCEPTABLE PERFORMANCE

If the number of complaints/defects exceeds the performance threshold identified for any objective, the COR will determine the possible cause of this unacceptable performance.

Government-caused complaints/defects shall not be counted against the Contractor. If the Contractor’s performance is judged unacceptable by the Contracting Officer and COR, the COR will request a Contractor representative’s signature and date of surveillance on documentation acknowledging notification. If the Contractor representative refuses to sign, the COR shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the Contractor disputes the results of surveillance, the COR shall refer the Contractor to the CO for resolution.

The Contractor’s performance on this contract will be reported on an annual basis to the Contractor Performance Assessment Reporting System (CPARS). Poor performance may result in issuance of a Contractor Discrepancy Report (CDR). The CO and COR will make use of information from CDRs, as well as any additional knowledge and information available to them with respect to the contractor’s performance, to complete the CPARS.

The Government will not pay for services that do not conform or do not meet performance standards or have not been properly rendered. The contractor will be given an opportunity to correct non-conforming services at no cost to the Government if the services are non-conforming or the contract requirement is unacceptable.

11.5 LEGAL CONSULTATION SERVICES

Performance Requirement Standard Surveillance Quality of Legal Consultation (*see Note below)

95%measures met based on 95% or greater customer satisfaction rating

Contractor Reports and periodic surveillance by the

COR

Legal Consultation cases scheduled for appointment

92% within 5 business days Contractor Reports and periodic surveillance by the

COR

Legal Consultation Documented and Provided

100% within 45 days of the date of service

Contractor Reports and periodic surveillance by the

COR

*Note: Service Breakdowns are participant complaints and breakdowns in processes or services reported to the COR.

For all other programs such as customer service center, financial counseling and legal services, the Contractor shall provide written definitions, parameters, and instruments for quality of services.

11.6 FINANCIAL COUNSELING

Quality of Financial Counseling (*see Note above)

95%measures met based on 95% or greater customer satisfaction rating

Contractor Reports and periodic surveillance by the

COR

Financial Counseling cases scheduled for appointment

92% within 3 business days Contractor Reports and periodic surveillance by the

COR

Financial Counseling Documented and Provided.

100% within 45 days of the date of service.

Contractor Reports and periodic surveillance by the

COR

Case Information is furnished 100% prior to scheduled Contractor Reports and

11.7 WEB PRESENCE

Web presence uptime excluding scheduled maintenance

98%

Contractor Reports and periodic surveillance by the COR

11.8 CUSTOMER SERVICE CENTER METRICS

Provide responsive service to callers

Calls answered live within 30 seconds of first ring; 90% Abandon rate < 3% Messages taken < 3% of calls Hold time during triage < 5 minutes; 95% Callbacks completed within 1 business day: 95%

Contractor Reports and periodic surveillance by the

COR

Provide simultaneous language interpretation services

Availability of services; 100% Contractor Reports and periodic surveillance by the

COR

Provide document translation services to callers

Availability of services; 100% Contractor Reports and periodic surveillance by the

COR

Provide customer satisfaction data for customer service centers

Satisfaction rating of >95% Contractor Reports and periodic surveillance by the

COR

Provide contractor satisfaction resolution

Respond within the established response time >95%

Contractor Reports and

11.9 QUALITY CONTROL

Performance Requirement Standard Surveillance

Government Notification of an Adverse Incident

100% of all incidents 24 hrs.

via email and phone notification to Government Project Manager and posted to CMS

Contractor Reports and periodic surveillance by the

COR

Triage Consultant Quality Audits

95% pass rate of 6 audits per month per consultant

Contractor Reports and periodic surveillance by the

COR

Specialty Consult Case Reviews

95% pass rate of 6 audits per month per consultant

Contractor Reports and periodic surveillance by the

COR

Financial Counseling Reviews 95% pass rate of 6 audits per month per counselor.

Contractor Reports and periodic surveillance by the

COR

Legal Consultation Service Quality Reviews

95% pass rate of 6 audits per month per counselor or contractor’s proposed and Government accepted methodology.

Contractor Reports and

B.3 PRICE SCHEDULE

This section will be updated prior to award to include the apparent awardee’s proposed pricing structure. Please see Section E.1 for details on submitting pricing information.

SECTION C - CONTRACT CLAUSES

C.1 VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

LANGUAGE

1. GENERAL

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

2. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

c. Contract personnel who require access to national security programs must have a valid security clearance. National Industrial Security Program (NISP) was established by Executive Order 12829 to ensure that cleared U.S. defense industry contract personnel safeguard the classified information in their possession while performing work on contracts, programs, bids, or research and development efforts. The Department of Veterans Affairs does not have a Memorandum of Agreement with Defense Security Service (DSS). Verification of a Security Clearance must be processed through the Special Security Officer located in the Planning and National Security Service within the Office of Operations, Security, and Preparedness.

d. Custom software development and outsourced operations must be located in the U.S.

to the maximum extent practical. If such services are proposed to be performed abroad and are not disallowed by other VA policy or mandates, the contractor/subcontractor must state where all non-U.S. services are provided and detail a security plan, deemed to be acceptable by VA, specifically to address mitigation of the resulting problems of communication, control, data protection, and so forth. Location within the U.S. may be an evaluation factor.

e. The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor’s employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination.

3. VA INFORMATION CUSTODIAL LANGUAGE

a. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

b. VA information should not be co-mingled, if possible, with any other data on the contractors/subcontractor’s information systems or media storage systems in order to ensure VA requirements related to data protection and media sanitization can be met.