36C10X26R0001 0001 B.pdf

5. PROJECT NUMBER (if applicable)

CODE 7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER 3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO. 1. CONTRACT ID CODE

FACILITY CODE CODE

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

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office. is not, 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.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

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 letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

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

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

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

15A. NAME AND TITLE OF SIGNER 16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30 PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243

(Type or print) (Type or print)

(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code)

(If other than Item 6)

(Specify type of modification and authority)

(such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

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

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

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer)

1 48

0001 12-23-2025

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

To all Offerors/Bidders

36C10X26R0001

12-08-2025

X

X X

** HOUR & DATE for Receipt of Offers is EXTENDED to: 01-14-2025 2:00PM EST

See Section A.1 CONTINUATION PAGE for details.

36C10X26R0001 0001

Table of Contents

A.1 CONTINUATION PAGE

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.2 PERFORMANCE WORK STATEMENT

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

D.10 ATTACHMENT K - PRICE SCHEDULE_Rev1

SECTION E - SOLICITATION PROVISIONS

E.1 PROPOSAL SUBMISSIONS/INSTRUCTIONS TO OFFERORS

A.1 CONTINUATION PAGE

The purpose of this amendment is to:

A. Provide responses to questions received in response to the solicitation and Government responses (#1 –71, below):

1) Given the significant changes from the 2024 RFI, we respectfully request a two-week extension of the submission deadline in order to provide the most thorough and tailored response.

RESPONSE: The solicitation closing date has been extended as identified in Block #11 of the

SF30.

2) Section 8 chart shows duplicate locations for the following requirements. Please confirm where in the submission files these documents should be included:

• Certifications – Volume I and Volume VI

• Terms and Conditions – Volume V and Volume VI

• Assumptions – Volume V and Volume VI

Please also adjust the page count limitations in accordance with the above response.

RESPONSE: The discrepancy for terms and conditions and assumptions has been resolved;

see updates to Volume V. There is no duplication in Volume I and Volume VI.

3) Please provide the weighted evaluation value of each of the three non-price factors (Technical Capability, Past Performance, and Veterans Preference)

RESPONSE: As listed in E.2 FAR 52.212-2 EVALUATION—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEVIATION) (OCT 2025) (a) 1. BASIS FOR AWARD

“The other non-price factors (Technical Capability, Past Performance, Veterans Preference) are listed in descending order of importance and, when combined, are significantly more important than Price”.

4) Please provide the potential adjectival ratings for the non-price factor evaluation, along with the criteria for assigning each rating.

RESPONSE: As listed in E.2 FAR 52.212-2 EVALUATION—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEVIATION) (OCT 2025) (a) 1. BASIS FOR AWARD

Non-price factors will be rated adjectivally; Price factor will not be rated adjectivally; proposals will not be ranked.

5) Please provide the weighted evaluation value of each of the seven Technical Capability components (Personnel Staffing, Call Center, Licensure and Certification Requirements/Crossing State Lines, Language Translation, Quality Control Plan, Draft PMP, Corporate Experience).

RESPONSE: The Technical components will not be weighted. Technical Capability will be evaluated as a single factor and rated adjectivally.

6) The table on page 40 lists the page count for Volume IV at 3 pages; however, the instructions for the volume beginning on page 43 require offerors to explain their socioeconomic status, teaming partners, and workshares as well as “submit substantiating documents such as teaming agreements, mentor protégé agreements, and the like…” and provide up to 3 past performance contract references. As the requested substantiating documents themselves exceed the page limitations of the volume, please confirm that substantiating documents and past performance contract references are excluded from the volume page count.

RESPONSE: Volume IV page limitation has been updated to exclude substantiating documents such as teaming agreements, mentor protégé agreements, and the like, as well as the Full Individual Subcontract Report (ISR) or Summary Subcontract Report (SSR) from eSRS for the past performance contract references required by this volume.

7) The solicitation specifies a 20-page limit for Volume II - Technical Capability. Given the level of detail required for both the Quality Control Plan and the Draft Project Management Plan, would the Government permit these documents to be submitted as separate attachments and not counted toward the 20-page limit for Volume II?

RESPONSE: The maximum page limit remains 20-pages for Volume II.

8) The solicitation notes that this contract is subject to the Service Contract Act (SCA). Could the Government clarify which labor categories or positions it expects to be covered under the SCA for this requirement?

RESPONSE: Call Center Representatives (CSRs) are the only labor category subject to the SCA under the current contract. However, Offerors are responsible for identifying if any of its proposed labor categories (consistent with its proposed technical approach) are covered service employees, certifying the appropriate Wage Determination for those applicable labor categories, and providing the place of performance. See Volume V Price.

9) The solicitation states, “Offeror shall address the staffing volumes/levels anticipated to support this contract.” To accurately develop our staffing plan, could the Government provide the projected monthly call volumes for calendar years 2025 and 2026? If exact figures are unavailable, approximate or typical monthly volumes would be helpful.

RESPONSE: Since we are just entering FY26, we do not have full year metrics for FY26 (nor calendar year 2026).

For FY 2025, (approximate volume) total inbound calls equal 8,275; total outbound calls equal 44,614.

For FY 2025, total financial Concierge calls was approximately 1,067 for Caregivers; 344 for Veterans.

For FY 2025, total legal Concierge calls was approximately 5,041 for Caregivers; 3,704 for Veterans. (**this does not include attorney calls/visits).

10) The solicitation notes that the Government may provide up to five laptops as GFE. Could the Government clarify whether contractor personnel will be required to use these laptops to access VA systems or web platforms, or if contractor-owned equipment will be sufficient?

Understanding this will help us plan for any IT integration or security requirements associated with system access.

RESPONSE: For VA communication, it will be acceptable to utilize the VA remote desktop utilizing the vendor’s computers. If necessary, a VA laptop may be issued (up to the quantity listed); however, generally the vendor’s contractor-owned equipment will be sufficient as long as it meets all the privacy and security protections and BAA requirements. The vendor will need access to the VA network/VA emails and, as such, will utilize the VA virtual desktop accordingly for that communication.

11) The solicitation notes that some contractor personnel may require VA OIT system privileges.

Could the Government clarify whether any additional training will be required beyond the standard VA Privacy and HIPAA courses, and whether a higher-level background investigation (beyond Tier 1) will be necessary for those roles?

RESPONSE: The resultant contract will require a TIER 1 Background investigation. The training required is based on VA requirements subject to any updates; however, the two primary trainings required for this procurement are TMS 10203 Privacy/HPAA and 10176 Rules of Behavior.

12) Section 12.3(d) states that the contractor must respond to a validated complaint within 24 hours. Could the Government clarify whether this requirement refers to 24 business hours or 24 consecutive clock hours?

RESPONSE: 24 business hours. (See also Table 12.8 Quality Control standard for reporting requirement for reporting in addition to response).

13) Could the Government clarify which CLIN should be used to account for transition costs in the pricing schedule?

RESPONSE: There are no transition tasks or CLINs/LINs included in the PWS or Price Schedule.

14) The 2024 RFI indicated a 10-year period of performance, whereas the current RFP specifies a 5-year POP. Can the government clarify the reason for this change?

RESPONSE: The period of performance will include a 12-month Base Period of Performance and four 12-month Option Periods as a result of the Government no longer requiring a website and the removal of associated tasks.

15) To help us plan for translation services, could the Government provide the top five most requested languages under this program, along with any available historical utilization data (e.g., the number of requests per language or the percentage of total translation requests)?

RESPONSE: The Government does not specifically track a metric for the most common languages translated nor average number of calls. The largest request historically has been for Spanish translation; however, there have been requests for many other languages as well including, but not limited to Khmer, Japanese, Vietnamese, Mandarin, Korean, among others.

As a reminder, this is an Other Direct Cost line item.

16) Section 11.0 requires the Program Manager to have a master’s degree in a business or legal field and 15 years of experience in both finance and legal services, including call center operations. To increase competition, would the Government consider alternatives such as:

• Accepting a master’s degree in a related social services field (i.e., MSW or other social service degree)

• Reducing the 15 years of experience requirement or permitting equivalent experience in lieu of an advanced degree.

• Allowing experience in either finance or legal, rather than both.

RESPONSE: Based on the critical nature of these types of services, the Government maintains the requirement as reflected in 11.0 to ensure thorough capacity/understanding of the complexities for providing these services.

17) The Government states that they anticipate Other Direct Costs (ODCs) needed to address Task 5.5 – Referral Resource Tool. However, within 5.5 (and subsequently in the deliverables table in 7.0), the Government indicates that the contractor will use the Government’s CARMA lookup tool with backup verification available by Caregiver Support Teams. Could the Government clarify what specific ODCs it anticipates for this task?

RESPONSE: The CARMA lookup tool (vendor portal) is a resource to validate eligibility of the caregiver/Veteran for these finance/legal services. For the referral itself, it should flow through a survey tool/resource that is HIPAA compliant (and IAW the BAA to protect the data) that would collect the information needed to begin service processing. The Veteran/caregiver may be either referred from the VAMC Caregiver team through this survey tool or, the caregiver/Veteran may call the finance/legal toll-free number and request services. Both methods are subsequently validated through the CARMA lookup tool to confirm eligibility within the program.

See “4.4 Referral for services” for additional clarification on the referral process. It is the survey tool/resource that the Government anticipates as an ODC for this task.

18) Section 4.2 and the deliverables table indicate that the initial (draft) Project Management Plan (PMP) is due five days after contract award. However, the proposal instructions also require submission of a draft PMP with the offer. Could the Government confirm whether both are required, and clarify the intended timing for each?

RESPONSE: The intent of the draft plan with the submission of the proposal is to be used to gain an understanding of the Offeror’s planned approach and understanding of the requirement and to determine the nature and extent that the Offeror’s approach to implementation will lead to successful implementation. The PMP initial draft submitted after contract award would then be utilized for discussion and subsequent feedback and/or clarifications from the VA PM/COR.

This initial plan will ensure a smooth, collective understanding, clarification, approach, and transition to the new contract and enable smooth communication to the field, Veterans, and caregivers during this transition.

19) Section 4.3 states that training videos must be available no later than 30 days after contract award, while it also requires all staff training to be completed within one week post-award.

Would the Government allow staff training to be completed within two weeks after the training videos are finalized and approved?

RESPONSE: The staff training that is reflected within one week post award is the minimum training requirement for the onboarding of the Offeror’s staff (in addition to other onboarding requirements reflected in this solicitation) upon contract award. Prior to work on this contract, the Offeror’s team must be fully onboarded to the VA which includes, and is not limited to, completion of TMS VA Privacy and Information Security Awareness and Rules of Behavior course along with the TMS VA Privacy and HIPAA Training Course, completion of the TMS mandatory training among other requirements must be completed to enable the onboarding of the team. As reflected in 4.3, “Within the first week post award, the contractor shall submit the required training and background check paperwork per section 9.2 for contractor onboarding.”

See response to question 20 below for correction in 4.3.

20) Section 4.3 references “Section 9.2” for contract onboarding requirements, but there is no Section 9.2 in the RFP. Could the Government confirm whether this reference should be to Section 10.2 (Background Investigation Requirements)?

RESPONSE: Section 4.3 reference to 9.2 has been updated to reference Section 10.2 Background Investigation Requirements.

21) Section 4.3 states that the contractor must provide a process flow for how services will be delivered for review and approval by the PM/COR. Could the Government confirm whether this process flow is due within 30 days after contract award?

RESPONSE: The process flow should be provided within the first week post contract award.

22) Section 5.0 requires the contractor to maintain $1 million in miscellaneous professional liability insurance for financial services. Could the Government clarify whether this requirement applies only to the prime contractor or also to any subcontractors providing financial services under this contract?

RESPONSE: This requirement is applicable to all contractors and subcontractors who are supporting this contract.

23) In the deliverables table, Task 5.2.2 (Optional Financial Planning Services) lists “Legal Services appointment for requested services.” Since this task pertains to financial services, could the Government confirm whether this should read “Financial Services appointment” instead?

RESPONSE: Task 5.2.2 has been updated to reflect deliverable for Financial Services appointment for requested service.

24) The deliverables table lists webinars for Tasks 5.1.1 and 5.2.2 as being available within 30 days of contract award. Given that these are required annually and at the Government's request, we recommend that the Government update this to within 30 days of the request being made.

RESPONSE: The webinars are required to be developed for all specified topics and reviewed/updated a minimum annually. The initial set of all webinars shall be available within 30 days of contract award and reviewed/updated on a minimum of annual basis. Refer to 5.1.1 deliverables subsection f and 5.2.2 optional financial planning services subsections a-f).

25) The deliverables table lists Task 5.5 (Referral Verification Tool) as due within 30 days of award and states that the contractor will complete referral verification through the VA system.

Since the Government is providing the CARMA lookup tool for eligibility verification, could the Government clarify what specific deliverables it expects from the contractor within 30 days of award for this task?

RESPONSE: Clarification on table section 5.5 Referral Verification Tool to read, “The contractor will provide the referral process and complete corresponding verification of eligibility through the CARMA lookup tool (vendor portal). Refer to “5.5 Task 5.5-Referral Process, Documents, and Videos” and sub-section a-h for the specific requirements. The tool, training and process shall be in place within 30 days of contract award (prior to contract start date)”.

26) Please confirm: attorneys must meet state bar licensure/good‑standing requirements for nationwide service; financial counselors must meet the specified national certifications for nationwide service; call‑center paraprofessionals are not subject to state licensure but must provide nationwide coverage.

RESPONSE: Please refer to Section 5.0 Specific Tasks and Deliverables, second paragraph for attorney, financial counselor and paraprofessional requirements. The call center staff who serve in the role of “concierges” to help navigate the Veteran/caregiver to the appropriate services(s) will be, at a minimum, paraprofessionals (financial/para-legal) and meet professional standards and have proper knowledge and experience to perform the roles of the requirements of the

PWS.

27) Can requests for financial or legal services be formally initiated through all customer service channels (e.g., chat, email, postal mail, live video), or must they only be initiated via the toll-free number and the HIPAA-compliant electronic referral tool?

RESPONSE: The referrals shall only be submitted via the Toll-Free number or the HIPAA-compliant electronic referral tool. See section 4.4.a.

28) Does the requirement to submit onboarding paperwork within the first week apply to all personnel (including subcontracted attorneys and financial counselors), or only to the contractor’s core team expected to begin work immediately?

RESPONSE: The onboarding paperwork and training is required for all personnel that will be supporting the contract within the first week post contract award to ensure onboarding is completed prior to contract start. See 10.2 Background Investigation Requirements for further information and nuances related to the contractor personnel who work directly with eh VA (prime contractors/prime contractor staff) and the subcontractor staff that support the contract but do not directly interface with the VA staff.

29) What level of IT integration will be required between the contractor’s systems and VA systems to support this contract?

RESPONSE: There is no IT integration with the contractor’s system and the VA system. The vendor’s internal system/operations shall be covered by the standards in this solicitation and the Business Associate Agreement to ensure privacy and security needs are met. The contractor will need to have access to VA email through the VA virtual desktop for day-to-day communications with VA staff and email replies to caregivers/Veterans but there will not be an OIT interface between the contractor’s operations and the VA.

30) Will the contractor need direct connectivity to VA systems (e.g., CARMA lookup tool, VA portals)?

RESPONSE: The CARMA lookup tool (Vendor Portal) is accessible from outside the VA network; however, vendors will need to be validated for access (to confirm onboarding to the contract) and will need to use a Multi-factor authentication method to login to the vendor portal.

31) Are there any requirements for data exchange, API integration, or secure file transfer beyond the HIPAA-compliant referral tool?

RESPONSE: There are no data exchanges, API integration, or secure file transfer beyond the HIPAA-compliant referral tool.

32) Will VA provide technical specifications or access credentials for integration?

RESPONSE: There is no integration. See response to question 29.

33) Section 5.5, e. states that contractors “…will utilize the VA CARMA Lookup confirmation tool to confirm caregiver and correlated Veteran eligibility.”

Please confirm that the contractor will be provided CARMA Lookup tool access credentials prior to Day 1 of the contract period of performance.

RESPONSE: See response to question 30 related to access to the CARMA lookup tool (Vendor Portal). As long as the individual has been onboarded (through the VA onboarding process) to the point that they can support the contract, then upon request for access (prior to contract period of performance) through the CARMA tool itself (along with the capability for Multi-Factor Authentication method to login), then they will be granted access to this portal by day 1 of the contract period of performance.

34) Section 3.4 states: “The Contractor shall submit with their invoice, copies of all receipts that support the ODCs claimed in the invoice and written substantiation for the incurred costs (to also include COR pre-approval where applicable for identity theft pre-approval)…” Please clarify whether the identity theft pre-approval is required per beneficiary or per case type.

RESPONSE: Identity theft will require pre-approval per beneficiary.

35) Please confirm whether the Government prefers the HIPAA-compliant referral tool (Task 5.5) to be priced as a flat rate or if tiered pricing based on user volume is acceptable, provided it aligns with the proposed technical approach and NTE requirements.

RESPONSE: The Government prefers the tool to be priced as a flat rate with the estimated utilization as a guide/estimated projection of utilization; will be billed as an Other Direct Cost per Section 3.4.

36) Please confirm whether compliance with HIPAA, VA Directive 6500, VA Handbook 6500 updates, and the specified FIPS/NIST encryption standards fully satisfies VA hosting and security requirements, or if additional VA-specific hosting certifications (e.g., FedRAMP or VA-approved cloud environments) are required.

RESPONSE: The Offeror’s case management system/internal operations must ensure HIPAA and VA directive 6500 requirements as well as comply with the corresponding Business Associate Agreement. It depends upon the offer’s hosting environment. If the offer’s system is hosted in the cloud, security should equal or exceed FedRAMP Moderate specifications. All data must be stored within the US or its territories. In addition, there is not a public facing website for this requirement.

37) Section 5.7 states: “Written materials may be requested for translation into other languages at the request and/or approval of the PM/COR (or at the request of the caregiver/Veteran if used to enable understanding of the draft legal/financial documents they are completing). All documents/Resources (such as templates, state-specific guidance, etc.) will be provided in English and be translated into other languages at the request of the COR.”

Please confirm that “All documents/Resources (such as templates, state-specific guidance, etc.)” includes the translation of caregiver/Veteran-specific legal/financial drafts.

RESPONSE: If the Veteran or caregiver requests a copy of the document to assist in the understanding, then yes, the draft legal/financial documents may be translated at the request of the Veteran/caregiver. In addition, other documents such as templates, state-specific guidance documents, etc., shall be translated into other languages at the request of the PM/COR.

38) Please clarify whether the contractor should include local notary services under ODCs or refer beneficiaries to community resources for legal assistance with guardianship.

RESPONSE: The finalized documents may be notarized during in person legal services at no charge to the caregiver or Veteran at the option of the caregiver/Veteran. If the Veteran or caregiver requests to receive the document via email or mail, then, the Veteran or Caregiver can be referred to community resources at the Veteran and/or Caregivers expense.

39) Please confirm that warranty disputes are covered only when they are not related to real‑estate transactions (e.g., home purchase/build contracts or builder/home warranty agreements).

RESPONSE: Per 5.1.2 Deliverables Section c. i. Contractual disputes (excluding real estate) and same would apply for warranties.

40) Please confirm that insurance and retirement education under Task 5.2.1 are limited to non-fiduciary counseling and education, excluding investment advice or fiduciary services.

RESPONSE: Task 5.2.1.c and d entail general retirement planning and education. For “c.

Retirement planning”, the task requires education related to general retirement planning and investment options. Roles of a fiduciary are not a part of this contract.

41) Please confirm that the optional 90-day telephonic coaching program is intended as one continuous engagement per beneficiary (not per topic), and that pricing should be structured on a per-enrollment basis.

RESPONSE: Yes, the 90-day coaching is a consecutive series. The Caregiver and/or Veteran would each be authorized one 90-day coaching session per 12 months.

42) Please confirm that all personnel (prime and subcontractors) must be U.S.-based, including the 24/7 call center, and that offshore staffing is not permitted unless expressly approved in writing under VAAR 852.204‑71(d).

RESPONSE: All staff must be US based.

43) Please confirm whether the contractor is responsible for preparing and submitting the OMB package for Paperwork Reduction Act approval, or if VA will handle this process.

RESPONSE: The contractor will provide a draft of an updated survey when requested and the survey will be reviewed and edited/approved by the PM/COR prior to submission to OMB. The VA Program office will then submit the actual paperwork (along with the vendor developed survey that has been approved by the PM/COR), through the corresponding office for approval There is a current OMB approved survey that will be utilized until its expiration or until the program office (PM/COR) requests an update. (Current expiration date of 11/30/26).

44) Will survey administration be allowed to proceed while OMB approval is pending, or must approval be obtained before distributing any surveys?

RESPONSE: No, an unapproved survey cannot be utilized. OMB approval must be received prior to utilization of the survey; however, there is currently an approved survey for finance/legal that shall be utilized for this contract up to its expiration and/or until such time as an updated survey is requested and approved by OMB.

45) Do VA-funded background investigations apply to subcontractor personnel who will provide legal or financial services under this contract?

RESPONSE: Please see section 10.2 Background Investigation Requirements, paragraphs 3 and 4 for details related to onboarding for contractors that directly support the VA contract versus those subcontractors that do not directly interface with VA staff.

46) The solicitation states this will be a hybrid contract with Firm-Fixed Price (FFP) and Time & Materials (T&M) CLINs for Other Direct Costs (ODCs). Can VA confirm which specific deliverables/tasks must be priced as FFP versus T&M?

RESPONSE: All Line Item Numbers (LINs) except for ODC LINs (X029, X030 and X031) shall be FFP.

47) Section 3.4 and Volume V outline a hybrid pricing model (FFP + T&M for ODCs) with NTEs for certain tasks. For any tasks not listed in Attachment K that may be added later, should they be priced as FFP or T&M/ODC with NTE, and should they be added to Attachment K now or at the time of modification?

RESPONSE: All tasks/deliverables are captured in both the PWS and Attachment K. Any updates to these documents will be included prior to contract award.

48) Should pricing for the required 30-minute live sessions be calculated per session, per participant, or per referral case?

RESPONSE: This is a flat fixed monthly price not by completed referral.

49) The solicitation specifies NTE amounts for identity theft ($35,000) and language translation ($20,000). Can the Government confirm that these NTE limits apply individually to each base period and option period, and clarify whether any additional cost components (e.g., shipping, third-party platform fees) are allowable under these ODC categories?

RESPONSE: The NTE limits will apply individually to each period of performance. Shipping costs will be reimbursed under LIN X031 – Other Languages. Third party platform fees are not a line item except with respect for the Referral resource. As such, that would be included as part of the monthly overall fixed price per line. See Task 5.5 for additional information on ODCs which include and under Performance Requirements sub item 3.4.

50) Should pricing assumptions use PCAFC 10% usage projections and historical mix (~87% legal / ~13% financial)?

RESPONSE: Yes, assumptions should be based on these as estimated projections; however, these are estimated projections, so the actuals could potentially fluctuate up or down. Should the actual usage drastically increase/decrease a bilateral modification could potentially be negotiated.

51) Can the costs for the HIPAA-compliant referral tool be priced as a subscription, per user, or per transaction?

RESPONSE: The referral tool pricing will be included as a not-to-exceed amount (LIN X030) based on the contractor’s approach and actual costs incurred; paid IAW 3.4 OTHER DIRECT COSTS (ODCs)

52) Should costs for webinar production and annual updates (for both legal and financial topics) be priced as individual deliverables (per video), or bundled into an annual maintenance/update cost for all required webinars?

RESPONSE: This should be a combined FFP amount.

53) How should costs associated with attorney licensure verification and required insurance minimums (e.g., $300,000 malpractice coverage per attorney and $1M miscellaneous professional liability for financial services) be reflected in the pricing submission?

RESPONSE: The specific line items should be FFP and inclusive of all costs including mandatory insurance.

Offerors shall provide a narrative description of the price proposal to explain the basis for its proposed price. The Offeror must clearly provide a basis of estimate (BOE) for each CLIN that it is proposing and describe any additional conditions or exceptions upon which its price proposal is based. The BOE shall include methodology, source and build-up of prices and rates, source of inflation index, geographic location, and any ground rules and assumptions that impact the price proposal.

Please refer to updated E.1 PROPOSAL SUBMISSIONS/INSTRUCTIONS TO

OFFERORS,VOLUME V – PRICE

54) The Government’s pricing schedule (Attachment K) includes only the Base Period and does not contain embedded formulas, option-period tabs/lines, or a grand-total summary across all years. Will the Government issue a revised and complete pricing template, covering the base and all option periods, with standardized formulas and roll‑ups for summary totals?

Rationale: A standardized, formula‑driven template for all periods reduces the risk of calculation errors and inconsistencies, which could create cost evaluation issues later. Releasing a corrected template ensures uniform pricing submissions and facilitates fair, efficient evaluations.

RESPONSE: Attachment K has been updated to include Option Periods 1-4. Offerors are responsible for calculating all totals and ensuring all totals are rounded to two decimal places.

55) Section C.1 states that the contractor shall ensure compliance with Federal and VA requirements related to data protection, data encryption, physical data segregation, logical data segregation, classification requirements, and media sanitization. Could VA please clarify what specific measures are expected under physical data segregation? For example, does this requirement refer to:

• Dedicated physical servers or storage devices for VA data,

• Separate racks or cages in a data center,

• Air-gapped environments, or

• Other physical isolation standards?

Additionally, please confirm if VA has any specific directives or standards (e.g., VA Handbook 6500 series or NIST guidance) that define physical segregation requirements for this contract.

RESPONSE: VA data requires segregation from other customer’s data both logically and physically as stated in VA Notice 24-12 updating the Appendix C language to VA handbook

6500.6. It is also required by NIST 800-171A r3 under CA-03 assessment objective:

A.03.13.01.b, NIST-800-209: NC-SS-R16 – Public access, and NIST 800-12r1-10.19 System and Communications Protection (SC). VA recommends having a separate VM or physical server for VA data which would logically and physically separate VA data from other data.

56) Section B.2, PWS 3.3 (Place of Performance): Can the Government confirm if a virtual presence (tele-law) is sufficient to satisfy the requirement for coverage in US Territories (e.g., American Samoa), provided the attorney holds the requisite licensure for that jurisdiction?

RESPONSE: Yes, if the individual holds the requisite licensure (and are in good standing) for the state/territory that they are providing services, then tele-law will be acceptable.

57) Ref: Section L, Volume I: Regarding the 50-state licensure requirement, will a signed teaming agreement with a national legal network provider be sufficient to satisfy the "Pass/Fail" criteria for nationwide coverage?

RESPONSE: A teaming agreement (with planned subcontracting) for legal network (licensed/certified) would only be sufficient to support the legal portion of the Pass/Fail (as long as it included all US states and US territories); however, it would not be fully sufficient without verification of Financial Coverage (including licensure/certification) for all US states and US territories as well.

58) Ref: Section E.1, Volume III - Past Performance (Page 43): The solicitation states that past performance references may include "commercial concerns." Can the Government confirm that past performance derived from serving the community (e.g., private practice representing individuals, families, or non-profit organizations) that is comparable in size, scope, and complexity to the PWS requirements will be evaluated as "Relevant" and will not be negatively impacted solely because the experience is not a Federal or State contract?

RESPONSE: Yes, relevance will be determined based on size, scope, and complexity of requirement, no matter if the past performance is from contracts with the Federal Government, agencies of state and local governments or commercial concerns. Volume III does state, “Successful past performance providing nationwide (and US Territories) financial/legal services will be considered most significant.”

59) Ref: Section E.2, Technical Capability Evaluation - Corporate Experience (Page 48): The solicitation states that experience related to "geriatric populations" will be considered "more advantageous." Can the Government confirm that private-sector experience (e.g., Elder Law, Estate Planning for seniors, or Guardianship support) will be accepted to satisfy this "advantageous" criterion, provided it demonstrates the offeror’s capability to serve the target demographic?

RESPONSE: Per page 49 “Corporate Experience” paragraph, yes, for successful demonstration of executing similar financial and legal support, particular emphasis will be achieved as reflected int the following, “Particular emphasis on those with U.S. Government, Veterans Affairs, Veterans, and/or experience related to geriatric populations will be considered more advantageous.”

60) Ref: Section E.1, Volume II - Technical Capability (Page 41): The Personnel Staffing Plan requires a Program Manager with a "minimum of 15 years of experience providing finance and legal services." Does this 15-year requirement refer specifically to experience in a Program Manager role, or does it refer to 15 years of cumulative professional industry experience (e.g., as a practicing attorney or financial consultant) that includes management responsibilities?

RESPONSE: No, this requirement is not for 15-years in a program manager (PM) role. Rather, it requires the Program Manager will have a Master’s degree in a business or related field (such as MBA or JD) with a minimum of 15 years experience providing finance and legal services to include call service centers supporting finance and legal guidance with similar scope to this

PWS.

61) Ref: Section E.1, Volume I - Full Services and Licensure/Certification (Page 40): Volume I has a strict 3-page limitation. Given the requirement to demonstrate licensure and certification across all 50 states and US territories, can the Government clarify what level of detail is required to pass this factor? Will a narrative summary or a signed teaming agreement/certification of coverage be sufficient, or is the Offeror required to list individual license numbers for every jurisdiction within the 3-page limit?

RESPONSE: A narrative summary and signed teaming agreement, if applicable, will be sufficient.

62) The solicitation states, “The initial reference shall be made either directly to the vendor’s toll-free number (via call from eligible Veterans, caregivers and/or VA staff for an eligible caregiver/Veteran) and/or via an approved referral submission process provided by the Contractor where VA staff may submit requests on behalf of the caregiver/Veteran.”

Are caregivers/Veterans only able to self-refer via the toll-free number? Is a self-referral portal an acceptable option?

RESPONSE: Caregivers and Veterans can only submit by calling the toll-free number and the VA staff can submit through the HIPAA protected survey tool. Since we are not including a public facing website in this requirement, we are not able to support a self-referral portal at this time.

63) The PWS references electronic referral tools, surveys, training materials, and videos, but does not explicitly identify a program website or centralized portal for caregivers or VA staff.

Can the Government confirm whether a contractor-provided website or portal is in scope, out of scope, or intentionally excluded from this requirement?

RESPONSE: A contractor provided public facing website/portal are out of scope of this contract.

There will not be a public facing website for the resources; however, the webinars will be posted (once approved) on the VA YouTube Channel and all videos, templates, and training documents shall be available to be posted on a caregiver site/VA site at discretion of the VA.

64) Several tasks reference electronic tools (e.g., referral tools, survey tools, secure web platforms, CARMA lookup integration), but the RFP does not identify a designated systems steward or owner.

Can the Government clarify whether system stewardship, lifecycle management, and ongoing governance of any contractor-provided tools are expected as part of this contract, or if those responsibilities remain with VA?

RESPONSE: See responses to questions 29, 31, 32, 36, and 63 above related to the public facing website. There is not a requirement for a public facing website/portal nor system steward management of a public facing website.

65) The PWS references both VA-furnished systems and contractor-provided electronic tools but does not describe the expected level of technical integration between them, nor whether contractor tools are intended to operate independently or within an existing VA digital ecosystem. This distinction potentially impacts system design, cybersecurity posture, and technical approach.

Does the Government intend for contractor-provided tools (e.g., referral, survey, reporting, training delivery) to operate as standalone systems, or should they integrate with an existing VA website, portal, or enterprise platform not explicitly identified in the RFP?

RESPONSE: There is no intended integration with the VA system. See answers to questions 29, 31, 23, 36 and 63 above.

66) The PWS states that in Section 8.0 that, “The contractor will utilize their own equipment, facilities, and secure web platform,”; subsequently, a secure web platform may require delivery of multiple electronic tools and digital services, but the solicitation does not explicitly define requirements for a portal, or systems stewardship role.

Can the Government clarify how offerors should scope labor, cybersecurity controls, maintenance, and sustainment costs associated with any electronic tools proposed in response to Tasks 5.3–5.6?

RESPONSE: These tasks, all costs should be reflected as fixed price all-inclusive pricing (with the exception of any ODC line items).

Offerors shall provide a narrative description of the price proposal to explain the basis for its proposed price. The Offeror must clearly provide a basis of estimate (BOE) for each CLIN that it is proposing and describe any additional conditions or exceptions upon which its price proposal is based. The BOE shall include methodology, source and build-up of prices and rates, source of inflation index, geographic location, and any ground rules and assumptions that impact the price proposal.

Please refer to updated E.1 PROPOSAL SUBMISSIONS/INSTRUCTIONS TO

OFFERORS,VOLUME V – PRICE.

67) Paragraph states, “Any provisions and clauses that are incorporated by reference that require completion by the prospective contractor are annotated below as “Contractor Completion Required”.

None of the clauses that follow have this annotation, however clauses 52.216-1, 52.217-8 and 52.217-9 provide additional completion instructions.

Will the Government confirm that clauses 52.216-1, 52.217-8 and 52.217-9 are the only clauses incorporated by reference that require additional action?

RESPONSE: The Government has completed clauses 52.216-1, 52.217-8 and 52.217-9 with the text provided in that section; these do not require additional action by the Offeror. Please refer to SECTION E – SOLICITATION PROVISIONS, E.1 PROPOSAL

SUBMISSION/INSTRUCTIONS TO OFFERORS, VOLUME VI – MISCELLANEOUS AND

OTHER ATTACHMENTS for additional documents requiring certification/completion.

68) Paragraph states, “To receive credit as an SDVOSB or VOSB, a contractor/subcontractor must be registered and verified certified in the Small Business Administration (SBA) Veteran Small Business Certification Database Program portal at https://veterans.certify.sba.gov.

Will the government also confirm registration and verified certification of SDVOSBs through the SBA’s Dynamic Small Business Search (DSBS) portal?

RESPONSE: Yes, the Government will use SBA’s Small Business Search database to verify Offeror’s SBA certification status.

69) The applicable attachment only contains the base period of the solicitation.

Does the government prefer offerors to insert pricing for option periods in Attachment K by inserting additional tabs, or by adding lines below the provided base year in the same tab?

RESPONSE: Attachment K has been updated to include Option Periods 1-4.

https://veterans.certify.sba.gov/

70) Solicitation states, “this will be a single-award hybrid type contract with Firm-Fixed Price Line Item Numbers (LINs) and Time and Materials (T&M) LINs for Other Direct Costs (ODCs).”

Can the government confirm that each Option Period’s Total Price (including both mandatory and approved optional tasks) is to be invoiced in twelve (12) equal monthly installments?

RESPONSE: No, the contractor must invoice monthly for each LIN according to the Price Schedule quantities and amounts; not 12 equal installments. Firm-Fixed Price (FFP) LINs will be paid Monthly (upon review and approval by the Contracting Officer’s Representative (COR)).

ODCs will be reimbursed at Contractor direct costs (see 3.4 OTHER DIRECT COSTS (ODCs).

71) The current solicitation table is inserted below, but these numbers appear to be the original projections when the solicitation was released in 2022.

Period of Performance PCAFC Projections PCAFC Usage (10%) Base Period / 2026 59,113 5,911 Option Period 1 / 2027 69,804 6,980 Option Period 2 / 2028 71,282 7,128 Option Period 3 / 2029 72,970 7,297 Option Period 4 / 2030 76,247 7,625

RESPONSE:

Program has updated the Base Period projection to reflect 67,000 with 10% usage being 6,700:

Period of Performance PCAFC Projections PCAFC Usage (10%) Base Period / 2026 67,000 6,700 Option Period 1 / 2027 69,804 6,980 Option Period 2 / 2028 71,282 7,128 Option Period 3 / 2029 72,970 7,297

Of note: note, these are just estimated projections so it is possible actuals could fluctuate up or down.

B. Extend the solicitation closing date as identified in Block #11 of the SF30;

C. Update SECTION B – CONTINUATION OF SF1449 BLOCKS, B.2 PERFORMANCE WORK STATEMENT to incorporate changes made as a result of contractor questions;

D. Update D.10 ATTACHMENT K – PRICE SCHEDULE; and

E. Update SECTION E - SOLICITATION PROVISIONS, E.1 PROPOSAL

SUBMISSIONS/INSTRUCTIONS TO OFFERORS

All changes to Section B.2 PERFORMANCE WORK STATEMENT and Section E.1 PROPOSAL SUBMISSIONS/INSTRUCTIONS TO OFFERORS are notated in BLUE for ease of reference.

There are no other changes to the solicitation.

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.2 PERFORMANCE WORK STATEMENT

1.0 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 expanded eligibility for VA’s Program of Comprehensive Assistance for Family Caregivers (PCAFC). This law, among other things, expanded 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 established new benefits for designated Primary Family Caregivers of eligible Veterans under the PCAFC. Under 38 U.S.C. 1720G(a)(3)(A)(ii)(VI), as established 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 participant projected volumes. These numbers represent the Primary Family Caregiver only and do not include the corresponding Veteran.

Primary Family Caregiver Estimated Participant Projected Volume:

PCAFC Projections (Financial & Legal) **showing projections for first 5 years with estimated similar trending moving forward (note:…