PWS - Switchboard Support Services - Erie VAMC UPDATED.pdf

PERFORMANCE WORK STATEMENT (PWS)

ERIE VAMC SWITCHBOARD SERVICES

1. Background: The Department of Veterans Affairs in Erie, Pennsylvania requires Switchboard services (telephone communications). The Contractor shall provide all necessary personnel and supervision as required by this statement of work (SOW), to provide switchboard services (telephone communications) for the operations of all switchboard activities at the Erie, Department of Veterans Affairs Medical Center, 135 East 38th Street, Erie, PA 16504.

2. Scope: The work includes, but is not limited to, the following tasks:

• Switchboard Service Coverage

• Receiving Incoming Calls

• Placing Outgoing Calls

• Transferring Calls: The Operator(s) will have access to the Erie VAMC SharePoint

Directory, that lists employees and their extensions.

• Information Services: The Operator(s) shall provide general information to callers related to the Erie VAMC, to include business hours or facility location.

• Emergency Calls and Alarm System Monitoring

• Paging Systems: The Operator(s) shall use the telephone paging system, as necessary, to make announcements in the facility. Announcements include Roman Catholic Mass on Wednesday, Patients to return to specific clinics as requested, or other announcements clarified by the Erie VAMC COR.

• Reporting Equipment Failures

• Directories, Rosters and Logs

• Telephone Traffic Control Study

3. Specific Tasks:

a. Switchboard Service Coverage. Coverage shall be provided 24 hours per day, seven (7) days per week, including all City, State and Federal Holidays. Coverage shall be provided during any period of emergency or crisis, including bomb threats, blizzards, tornadoes, etc. The Contractor is responsible for providing the appropriate coverage for the day's workload. The Contractor is also responsible for providing back-up coverage for unexpected staff absence(s). The following days are federally recognized holidays:

New Year's Day Labor Day Birthday of Martin Luther King, Jr.

Juneteenth National Independence Day Columbus Day

Independence Day Veterans Day Memorial Day Thanksgiving Christmas Day Washington's Birthday

b. Receiving Incoming Calls: Incoming calls will be answered within five (5) rings and routed appropriately. All calls shall be answered with the four-part standard phone greeting:

1. A greeting: “Hello” or “Good morning/afternoon” work well.

2. The name of the facility and department: “Erie VA operator”

3. The name of the employee answering the phone: “This is (insert name here)” or “My name is (insert name here)”

4. An offer of assistance: “How may I help you today?”

The Contractor is required to use telephone courtesy and tact in dealing with a diversity of callers, sometimes under very complex and stressful circumstances. Operators will process all calls in a most courteous and professional manner, assuring compliance with Federal and VAMC policy on Release of Information and Privacy Policy, and safeguarding any and all patient information in compliance with the Privacy Act of 1974.

The Contractor will handle all incoming calls referring them to the appropriate extension and/or party. This will include internal directed calls back to the consoles, transferring of calls, placing calls off-station, conference calls, and paging Medical Center staff as requested.

The Contractor handles emergency calls of all kinds and directs the caller to the appropriate employee(s) or Service(s). The operator also completes individual and conference long-distance calls.

Calls are received from the public requesting information, irate beneficiaries, and calls involving Physicians on rotation. Calls are, at times, received at such rapid speed that the tempo of pressure can create unusual demands on the operator.

In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, and as amended by other applicable law and regulations. The Contractor is responsible for protecting information from unauthorized release or from loss, alteration, or unauthorized deletion. The Contractor shall follow applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out when the user completes TMS course 10176, VA Privacy and Information Security training and upon completion of the course acknowledges the VA Rules of Behavior.

Operators will screen calls for general information and, only to the extent necessary, ensure caller satisfaction. Collect calls shall not be accepted for any reason.

The Contractor shall ensure that Operators are not misrepresenting themselves as VA employees.

c. Placing Outgoing Calls: The operators shall assist in placing various types of outgoing calls and in coordinating/patching through one or more stations when necessary. The operator shall provide assistance to the facility staff and patients, when necessary, in placing calls.

The Contractor directs the caller to the appropriate employee(s) or Service(s). The operator also completes individual and conference long-distance calls.

The operators shall assist in placing various types of outgoing toll or overseas calls.

These calls must be authorized by the Government POC/COR and must be for official medical center business only. AH toll or overseas calls must be entered in the electronic log and submitted to the Government POC/COR the first week of the next month.

Entries must include the name of the employee, time, number called, and employee's service designation. Operators are not authorized to place personal calls for employees, visitors, or patients. Operators shall assist ward patients, if assistance is requested, in how to use calling cards, make collect calls, and third-party billing. Operators shall politely, efficiently, and in a friendly manner explain to calls why calls cannot be completed as requested, if and when this type of situation arises. Operator(s) shall be responsible for ensuring that no unauthorized long-distance calls (calls related to personal use and not for business purposes) are made through the switchboard.

d. Emergency Calls and Alarm Systems: Operators may also be required to receive and transmit over two-way radios. Written procedures for response to these emergency situations will be provided by the Government POC/COR to the Contractor.

Operators shall make announcements on the public address system. A scripted procedure will be provided for emergency paging and guidelines for announcements on the public address system will be provided for in-hospital functions such as EEO or special meetings for employees. All announcements must be made in a clear, efficient, and polite manner, and as quickly as possible.

Operator shall monitor the following alarm systems:

• Overhead Codes: If paging system fails, use the alert of "medical emergency" so medical personnel may get the cardiac arrest team to proper location.

o Note: These items are often called into switchboard operator or police dispatch using an extension on internal lines.

• Monitor restroom distress call alarms: Dispatch Police when necessary.

• Maintain and regularly update various logs of "on call" doctors and other persons and maintain lists of key employees of various departments and their home phone numbers in case of emergency.

• Act as Police back-up to RRT calls and calls made to extension 6300 (all codes) received at switchboard to include receiver connected to parking lots or other ground locations with a phone for emergency use by patients or employees.

• Monitor the phone alarm monitor & submit an IT ticket when necessary.

• Monitor the water alarm monitor & dispatch Police when necessary.

• Monitor the medical gas alarm panel & contact the boiler plant when necessary.

e. Reporting Equipment Failures: Telephone failures are to be reported promptly following procedures provided by the Government and documented in the telephone operator's log. Equipment problems, which may occur at the switchboard, or which are reported to the operator on duty from within the medical center, are to be reported to the Telecommunications Equipment Operator.

f. Directories, Rosters & Logs: The Contractor shall record and report any and all telephone and paging problems to proper authorities for repair. The Contractor shall have access to the telephone index files to assist the repairman in the location of the telephone and other equipment.

The operator shall perform clerical duties such as maintaining locator files on key medical center personnel and logging unusual happenings. Logs shall also be maintained of the various, on-call personnel.

The Telephone Operator's Log is an electronic log that will be used to record daily, all occurrences of alarms, codes, equipment malfunctions, incident reports, etc. The Employee Directory is an electronic listing of employees, their extensions, pager numbers, and service designations. This list shall be updated as required.

Each Service Department will provide via electronic mail, a copy of their on-call schedules, which will be used by the operators to contact personnel after 4:30 p.m.

g. Performance Monitoring: The Contractor is required to complete a “Traffic Control Study”, when requested by the Contracting Officer or Government POC/COR. The Contractor will be informed of the study at least one (1) to seven (7) days in advance.

The content of the study will include, at a minimum, the number of calls answered by the operators for a specific period of time, broken down by each operator shift. Two (2) copies of the study shall be provided to the Government POC/COR within five (5) business days of the completion of the study.

h. Privacy and Security Requirements: In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, and as amended by other applicable law and regulations. The Contractor is responsible for protecting information from unauthorized release or from loss, alteration, or unauthorized deletion. The Contractor shall follow applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out when the user completes TMS course 10176, VA Privacy and Information Security training and upon completion of the course acknowledges the VA Rules of Behavior. The C&A requirements do not apply, and a Security Accreditation Package is not required.

i. Government Furnished Property and Services: The government shall provide without cost to the Contractor, the facilities, equipment, materials, and or services listed below.

• Facilities: The Government shall furnish the existing switchboard operations area at the Department of Veterans Affairs Medical Center, 135 East 38th Street, Erie, PA 16504. No alteration shall be made without specific written permission from the Contracting Officer. However, in the case of alterations needed for OSHA compliance; such permission shall not be unreasonably withheld. The Contractor shall return the facility to the Government in the same condition as received, fair wear and tear and approved modifications expected. These facilities shall be used for performance of this Contract only.

• Building Security: The Contractor and his/her staff will have a designated workspace with access for those with authorization. This space will be considered unauthorized to other persons. Doors shall be kept locked at all times. Fire protection will be provided by the Government in accordance with established Medical Center policy.

• Equipment: The Government will provide the equipment listed below:

1. Desks and Tables – One (1) each

2. Nortel Meridian 81C Operator Consoles (or current model operator equipment) – Three (3) Each

3. Operator Chairs – Five (5) each

4. Refrigerator – One (1) each

5. Various Paging and Alarm Equipment, including:

a. PBX or VoIP Phone Alarm – One (1) panel with eight (8) alarms

b. PBX or VoIP Water Alarm

c. Medical Gas Alarm – One (1) panel with four (4) alarms

d. Restroom Distress Pull Cord Alarm

The Contractor and a Government representative shall conduct a joint inventory of all Government-furnished equipment and the Contractor shall issue a receipt for the equipment in October of each year. A copy of this will be kept in the Government POC/COR's office. The condition of each piece of equipment, and missing or inoperable equipment, will be documented. The Government will replace missing items and repair all items not in working order. The Contracting Officer may direct the Contractor to replace the missing item(s) or accomplish the repair, and the Contractor will be reimbursed. The Contractor shall submit to the Contracting Officer for additional or replacement Government-furnished equipment required in the performance of this Contract. The Contractor shall furnish any additional equipment required in the performance of the Contract. The Contractor shall not make personal calls from Government telephone lines.

At the time of completion or extension of the Contract, the Contractor and a Government representative shall conduct a joint inventory of equipment. The Contractor shall be liable for loss or damage to Government-furnished property beyond fair wear and tear.

Compensation shall be affected by reduced amounts owed to the Contractor in the amount of 10% for that performance period.

j. Services: The Government will provide the following services:

• Housekeeping Services – Care of floors including vacuuming (if carpeted), and general trash removal.

• Equipment liability – Liability and maintenance of all equipment except damage caused by misuse by the Contractor’s employees.

• Disposition of property – All disposition, removal, or replacement of Government furnished equipment.

• Utilities – All utilities, including electricity, natural gas (heat), and water.

• Parking – Parking lots are available at the facility but parking spots are not guaranteed to always be available.

• Expendables – The Government will provide office supplies necessary for the operation of the switchboard. Office supplies are defined as items such as pens, highlighters, staples, staplers, rulers, ruled paper, etc.

k. Contractor Furnished Equipment: Except for those items or services specifically identified to be Government furnished, the Contractor shall furnish everything required to perform this contract. The Contractor is responsible for orderliness and cleanliness of all areas not covered by custodial services.

l. Publications and Documentation: The Government will furnish publications applicable to the performance of work at the start of the Contract. These documents are mandatory. Supplements or amendments from any organizational level may be issued during the life of this Contract, affecting the policy governing this Contract. The Contractor shall immediately implement those changes. The policies and procedures of mandatory directives shall be adhered to at all times. It is the Contractor's responsibility to ensure that all mandatory publications are posted within the office are and are up to date.

The Relevant documents include:

• Standard Operating Procedures

• Relevant Local Medical Center Policies

• Facility Emergency Management/Disaster Plan, including cascade call-back procedures

• Safety, Occupational Health, and Fire Protection Program Manual

• Privacy Act of 1974

• Freedom of Information Act

• VHA Manual MP-6, Part VIII, Telecommunications

• Federal and VA release of Information Policies

m. Workload Estimate: The switchboard receives an average of 800 calls per day, with an average duration of 20 seconds.

n. Contract Administration Data: The Contractor shall provide one copy of the monthly work schedule to the Government POC/COR, at the beginning of each month. The Contractor’s invoice shall be submitted monthly in arrears and contain the following information:

• Name and Address of Contractor

• Invoice Date

• Obligation number listed on award (Example: 562-C12345)

• Contract number

• Payment Terms (Monthly)

• Name (where practical), title, phone number and mailing address of person to be notified in the event of an invoice discrepancy

o. Special Contract Requirements: This contract is under the discretion of the Contracting Officer, and no changes may be made to the contract except by the Contracting Officer.

The Contracting Officer shall delegate a Contracting Officer’s Representative (COR) – also referred to as the Government POC/COR, to technically administer the contract. A Delegation of Authority shall be provided to the contractor, which states the limits of the COR’s authority. Special instructions/training from the COR shall include the following:

• The Government will provide a general orientation to the Contractor and his/her personnel to familiarize them with the different services in the Medical Center.

• At the end of every week for the first two months of the phase-in period, the COR will be available on each Friday (or other day agreed upon between the COR & the contractor) to discuss progressions in transition, offer assistance, and/or make recommendations to the resolution of issues. These meetings shall continue at the discretion of the COR.

• The Contractor will receive a copy of the Erie VAMC’s Orientation Guide to Mandatory Information. The Contractor is required to furnish this information to all personnel assigned to perform the services at the Erie VAMC. A signed copy of completion for this shall be sent to the COR prior to the start of work under this Contract.

p. Personnel: The selection, assignment, reassignment, transfer, supervision, management, and control of employees in performance of this Contract will be the responsibility and prerogative of the Contractor. However, the Contractor shall comply with the general intent and specific policies set forth in this Contract concerning conduct of employees as referenced herein.

Personnel Roster – The contractor shall provide to the COR a current roster of all regular or alternate personnel to be working under this contract. Personnel not listed will not be permitted to work at the Erie VAMC.

Contractor personnel will be required to remain on duty or report to duty, as appropriate, in emergency situations (e.g., bomb threats, blizzards, etc.).

In compliance with the Joint Commission requirements, the Contractor will be required to ensure the competency of the employees that work on behalf of this Contract.

Contractor personnel will be required to wear a government-issued identification badge that will include the employee's name and picture. Badges shall always be worn throughout the tour of duty.

Drinking and eating will be permitted in designated areas as identified by the COR.

Smoking is not permitted on VA property.

Guide dogs for visually impaired employees are allowed.

Contractor Working Manager/Supervisor: The Contractor shall assign a working manager or supervisor for the purpose of coordination, oversight, and management of this Contract. They must be available by telephone during regular and after-working hours for any problems that may occur, including staffing problems, and must respond by phone within one hour after receiving the call. The Contractor’s working manager/supervisor is responsible for daily administration, supervising, and training of the Contractor personnel and ensuring compliance with this Contract. This person(s) must work the equivalent of a full-time schedule, 40 hours/week (2,080 hours/year) and

Working Manager/Supervisor’s qualifications:

• Have at least one (1) year of telephone operator experience, of which six (6) months involved substantial responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routing or performance information operator work which required knowledge of organizations

• Have six (6) or more months of experience supervising which involves organizing and controlling a staff

• Be capable of devising work methods, performing assignments, and arrange work schedules

• Can clearly communicate orally and in writing

Telephone Operator(s): Supervised by the Contractor Working Manager/Supervisor, will be staffed:

Weekday operators (Combined total of 32 hours/day, 252 days/year, 8,064 hours/year)

• Two (2) operators on AM shift (7:00AM – 3:00PM & 8:00AM – 4:00PM)

• One (1) operator on PM shift (3:00PM – 11:00PM)

• One (1) operator on overnight shift (11:00PM – 7:00AM)

Weekend operator (Combined total of 24 hours/day, 102 days/year, 2,448 hours/year)

• One (1) operator on AM, PM & Overnight shift.

Holiday operator (Combined total of 24 hours/day, 12 holidays/year, 288 hours/year)

• One (1) operator on AM, PM & Overnight shift.

Telephone operator(s) must have the ability to:

• Place a variety of long-distance calls (e.g. conference calls, collect calls, etc.)

over varied circuits or routings

• Perform informational operator work, including acknowledging organizational units and major functions of larger organizations

• Meet and deal with people from a variety of backgrounds, with varying levels of understanding

• Work under pressure and stressful conditions

• Adapt to changing work conditions

• Completed at least two (2) full weeks of on-the-job training

• Operators must also be dependable and should have a minimum of six (6) months’ experience in switchboard operation in a hospital setting.

q. Training: In compliance with Joint Commission requirements, the Contractor will be required to ensure the annual education of the employees that work on behalf of this Contract. Assessment of completed annual training on Medical Center identified topics will be made for all employees assigned and evidence of this shall be submitted to the

COR annually.

r. Performance Metrics: The performance evaluation of the contractor will be based on the performance metrics below.

Performance Monitor Method of Review Required Compliance

Incoming calls will normally be answered within 5 rings and routed appropriately

10 random checks 90%

The switchboard, which must:

be protected under the Privacy Act of 1974, as amended and other applicable law and regulations

No violations are to occur 100%

Collect calls are not accepted for any reason 10 random checks 100%

All tolls or oversea calls must be entered in the electronic log and submitted to the COR the 1st week of the next month

COR will keep records of all log submissions

90%

Operators will not give out information on a patient's condition

No violations reported to the Privacy Officer

100%

Contractor will be required to record and report any/all telephone and paging problems to the proper authorities for repair

COR will keep records of all reports received

100%

Contractor shall periodically perform & inventory with the COR all keys assigned to the Contractor at least once per 3 months and at the Contract's end date

COR will keep on file the; quarterly key inventory

100%

Contractor & Government will jointly inventory all government-furnished equipment and the Contractor shall receipt for the equipment each year in October

Copy retained by COR 100%

Contractor shall provide one copy of the monthly work schedule to the COR at the beginning of each month

COR and Business Office Manager will ensure that work schedule is received monthly

100%

Annual competency assessments will be conducted by the Contractor for each operator and

COR will keep records on file

100% submitted annually by September 30

Additionally, the Government will monitor the Contractor’s performance under this contract using the following methods:

• Valid customer complaints

• Periodic surveillance and review of services

• Administrative rounds

• Random sampling

• Telephone switchboard traffic analysis

Performance Evaluation Meetings: The Contractor Supervisor will meet with the COR on a monthly basis to discuss performance and service-related issues. The Government reserves the right to ask for a meeting on an on-call basis for problems considered serious and requiring immediate corrective action. The Contractor Supervisor and the COR will establish a specific time and place.

Contractor Discrepancy Report (CDR): The issuance of a CDR may be cause for scheduling a meeting of the supervisor, Contracting Officer, and COR. A mutual effort will be made to resolve all problems identified. The Government will prepare written minutes of the meetings. Should the supervisor not concur with the minutes and action taken at the meeting, he/she will state, in writing to the Contracting Officer, any areas wherein he/she does not concur with and will explain the reason. The Contracting Officer will notify the supervisor, in writing, of his/her final decision.

s. Contractor Responsibilities: The following information will be submitted to the Contracting Officer and COR in writing. Clause 52.212-2 (included in this solicitation) explains how offer(s) will be evaluated.

• Supervisor qualifications listed above

• The role of the Working Manager and Working Supervisor and the extent of his/her authority

• Personnel Rosters. Verbal notification should be given to the COR within 24 hours of any personnel changes

• Quality Control Plan

• Technical Response detailing how the work under this Contract will be completed

t. Safety and Fire Prevention: The VA Safety Officer will be responsible for the enforcement of all safety regulations as they apply to VA, Contractor employees, visitors, and patients. Violations will be submitted to the Contractor for immediate corrective action. If corrective action is not instituted promptly, a copy of the COR's report will be forwarded to the Contracting Officer.

In the performance of this Contract, the Contractor shall take such safety precautions as necessary to protect the lives and health of occupants of the building.

The Contractor must make the Contracted employees aware of hazards (Infectious disease, Tuberculosis, Blood borne pathogens, etc.) that are part of the nature of working in a Medical Center with a wide variety of patients treated. The Contractor must ensure that the Contracted employees understand the importance of practicing good Fire and Safety working practices. The Contractor shall provide rosters of employees who have completed training for these hazards.

Prior to Contractor occupancy, a joint inspection by the VA and the Contractor will be made and documented. The Contractor will not be held responsible for deficiencies that predate occupancy of the area and are documented. The Contracting Officer may hold the Contractor responsible for future deficiencies.

The Contractor shall comply with the Federal, State, and Local safety and fire regulations and codes identified in the Publications section of this document.

The form below must be completed for each employee working at the medical center:

ERIE VAMC HEALTH REQUIREMENTS

All Contract employees, providing services at the EVAMC are required to comply with the facilities immunization policy. As such, Contract employees must submit proof of health care requirements (as indicated below). No Contract employee will be authorized to commence work until all health care requirements are met and cleared by the VA Employee Health.

u. Definitions:

Contracting Officer: The person with the authority to enter into, administer, and/or terminate Contracts, and make related determinations on behalf of the Government.

Contracting Officer’s Representative (COR): The Government person responsible for monitoring the Contractor performance.

Procedures Manual: A Contractor document written in detail describing the methods and standards normally used to accomplish tasks required by the Contract.

Quality Assurance: Those actions taken by the Government to check goods or services to determine that they meet the requirements of this Contract.

Statement of Work (SOW): A document that describes accurately the essential and technical requirements for items, materials and services including the standard used to determine whether the requirements have been met.

v. Personnel Policy: The Contractor shall be responsible for any holiday pay to their employees. The Contractor shall be responsible for protecting the personnel furnishing services under this Contract. To carry out this responsibility, the Contractor shall provide the following for their personnel:

• Worker's Compensation

• Professional Liability Insurance

• Health Examinations

• Income Tax Withholding

• Social Security Payments

The parties agree that the Contractor’s employees shall not be considered VA employees for any purpose and shall be considered employees of the Contractor.

w. Minimum Insurance Requirements: Workmen's Compensation and employer's liability of at least $100,000; General liability, bodily injury liability insurance coverage written on the comprehensive form of policy at least $500,000 per occurrence.

The C&A requirements do not apply, and a Security Accreditation package is not required.

x. Contractor Personnel Security Requirements:

• Contractor Personnel Background Investigation Requirement:

1. All General/Prime Contractor employees include subcontractor personnel who require unsupervised/unescorted, logical and/or physical access to the Department of Veterans Affairs facilities, computer systems or have access to sensitive information shall be the subject of a background investigation. Contractor personnel performing work under any Contract shall satisfy all requirements for appropriate security eligibility in dealing with access to sensitive information and information systems belonging to or being used on behalf of the Department of Veterans Affairs.

2. Risk levels and the Personal Identity Verification (PIV) program will determine what level of investigation is required. At a minimum a Special Agreement Check (SAC) will be required for all Contractor perisomal prior to performing services under any resulting Contract requiring unsupervised/unescorted logical and/or physical access to the facility or having access to sensitive information.

3. Position Sensitivity - The position sensitivity has been designated as LOW. Background Investigation -The level of background investigation commensurate with the required level of access is Low Risk -NACI.

4. The General/Prime Contractor shall submit to the Contracting Officer and Contracting Officer's Representative (COR) within five (5) business days after award of Contract a list of personnel including subcontractor's personnel who will be performing work on the Contract.

The list will include a brief description of the work to be performed and degree of access to information management systems and if remote access is required. The Contractor will update and submit the list anytime changes are made in the level of access or personnel performing work on the Contract.

5. Contractors who have a current favorable background investigation conducted by another Federal agency may be accepted through reciprocation. Information substantiating a current favorable background installation will be submitted to the Contracting Officer and Contracting Officer's Representative (COR will submit this information to HR for submission/validation with the Security and Investigation Center (SIC)). Members of the SIC staff will coordinate verification of existing favorable background investigations. Furthermore, Contractor may utilize a private investigating agency if such agency possesses an OPM and Defense Security Service certification. A Cage Code number of the private investigating agency must be provided to the VA Office of Security and Law Enforcement/Security and Investigation Center staff.

6. The Department of Veterans Affairs in conjunction with Office of Personnel Management (OPM) at the request of the General/Prime Contractor execute the required background investigation for Contractor personnel employees to include subcontractor's personnel performing services under this Contract. The General/Prime Contractor shall bear the expense of the background investigations initiated/scheduled regardless of the final adjudication determination.

The VA facility will pay for investigations conducted by the Office of Personnel Management (OPM) in advance, in these instances, the General/Prime Contractor will reimburse the VA facility within 30 days of receiving the Bill of Collections from the VA. A Bill of Collections shall be generated by the VA after the investigation has been initiated / scheduled. This Contract requires investigations and associated costs and are subject to periodic changes as established by OPM in Federal Investigations Notices. Contractors shall be billed per OPM/SIC guidelines and should anticipate periodic increases. All fee schedule questions should be directed to the SIC at 501-257-4031 or via email @ VHALITSIC@va.gov.

7. Based on COR completion (in consultation with the Contractor) and submission of VA Form 2280 , Position Risk and Sensitivity Level Designation (or replacement form), COR will determine level of background investigation required for all applicable personnel and will submit a background investigation request through HRM to the Security and Investigation Center and receive access to the Contractor Request Database (CRD) located at https://vaww.letc.little-rock.med.va.gov/.

Upon receipt, the CRD will automatically generate an e-mail notification identifying the web site link that includes detailed instructions regarding completion of the application process and what level of background was requested.

8. For all Contractor personnel requiring a National Agency Check with Written Inquiries (NACI) or higher background Investigations the Contractor shall submit to the Security Investigations Center (SIC), the completed background investigation packet. Completed packages must be submitted promptly and in sufficient time to meet the Contract performance or delivery schedule. If a delay is due to the failure of the Contractor to provide a complete application as soon as practicable after Contract award, this delay shall not excuse the Contractor from meeting the Contract performance or delivery schedule and may result in termination for default.

9. The Contractor is encouraged to have its employee immediately download the background investigation packet from http://www.va.gov/vabackground_investigations upon notification of Contract award. Contract performance shall not commence prior to confirmation from the SIC that the investigative documents have been submitted. The SIC will notify the VA and the Contractor upon receipt of the appropriate investigative documents. The investigation is not considered initiated until the Contract employee submits his/her completed package to the SIC and it is accepted. The Contractors may be granted access prior to receiving final adjudication of the employee's background investigations.

10. The VA Security Investigations Center will notify the VA and Contractor after adjudicating the results of the background investigations received from OPM. Final adjudication results may take up to six months but are normally received within 90 days after submission.

11. The General/Prime Contractor will be responsible for the actions of individuals performing work for the VA under this Contract. In the event that damages arise from work performed by Contractor-provided personnel, under the auspices of this Contract, the General/Prime Contractor will be responsible for all resources necessary to remedy the incident.

12. The Contractor, when notified of an unfavorable determination, will withdraw the employee from consideration from working under the Contract.

y. Records Management Requirements

1. Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

2. In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C.

chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

3. In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

4. Department of Veterans Affairs and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of Department of Veterans Affairs or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to Department of Veterans Affairs. The agency must report promptly to NARA in accordance with 36 CFR 1230.

5. The Contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle]. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to Department of Veterans Affairs control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the [contract vehicle]. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4).

6. The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and Department of Veterans Affairs guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.

7. The Contractor shall only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with Department of Veterans Affairs policy.

8. The Contractor shall not create or maintain any records containing any non-public Department of Veterans Affairs information that are not specifically tied to or authorized by the contract.

9. The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

10. Training. All Contractor employees assigned to this contract who create, work with, or otherwise handle records are required to take Department of Veterans Affairs-provided records management training. The Contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training.

(End Performance Work Statement)