36C24522R0082_1.docx

36C24522R0082

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.

UEI:

EFT:

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

36C24522R0082 08-12-2022 Rob O'Keefe Jr.

410-642-2411 X 22923 09-01-2022 15:00

EDT

36C245 Department of Veterans Affairs Network Contracting Office 05 Contracting Officer, James Whisner 1 Med Center Drive Clarksburg WV 26301 X X 611710 $21 Million N/A X See Work Statement

36C245 Department of Veterans Affairs Network Contracting Office 05 Contract Specialist, Robert O'Keefe Jr.

P.O. Box 1000, Bldg. 101, Room 26 Perry Point MD 21902

PAYMENT WILL BE MADE BY

FSC e-Invoice Payment Invoice must be submitted electronically http://www.fsc.va.gov/einvoice.asp Invoice Setup Information 1-877-489-6135 See CONTINUATION Page Indefinite-Delivery Requirements Contract for the provision of the VA National Caregiver Support Program training, education, and support services for caregivers of veterans.

Contract Period: 5 Year Ordering Period Task orders issued under this contract will identify their own specific period of performance.

The Contractor shall be responsible for the correct title classification of workers and compliance with all applic-able wage hour laws.

See CONTINUATION Page X X Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C245 Department of Veterans Affairs Network Contracting Office 05 Contract Specialist, Robert O’Keefe Jr.

Bldg. 101B, Boiler House Rd.

Perry Point, MD 21902

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

3. INVOICES: Invoices shall be submitted in arrears:

4. 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.

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

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

SEE ATTACHED SPREADSHEET: Line Items for Caregiver Contract

B.3 PERFORMANCE WORK STATEMENT (PWS) FOR CAREGIVER SUPPORT PROGRAM SERVICES

I. BACKGROUND

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

In accordance with the caregivers and Veterans Omnibus Health Services Act of 2010, (Pub.L. No. 111-163), VA is responsible for the development and implementation of training and support programs for caregivers of Veterans.

The Veterans Health Administration (VHA) has launched a series of major initiatives to improve VHA strategy, governance, systems, and operations. In 2018, Congress passed The VA Maintaining Internal Systems and Strengthening Integrated Outside Networks (MISSION) Act to enable sweeping changes, and VHA is taking a comprehensive approach to meeting the MISSION Act requirements to modernize. MISSION Act of 2018, Public Law 115-182, section 161 of this law, among other things, expands eligibility for VA’s Program of Comprehensive Assistance for Family caregivers (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. The final phase will allow applicants from all service eras. The Program of Comprehensive Assistance for Family caregivers provides certain medical, travel, training, and financial benefits to primary family caregivers.

The VA estimates the PCAFC caregivers will increase by approximately 30% per year from 33,000 over the first year and anticipate steady increases of approximately 30% per year to a top end of approximately 82,000 for the final year of this contract. This growth will directly contribute to new caregivers requiring training (for the core curriculum) as well as anticipated continued growth for all other training options afforded within this contract for all eligible caregivers.

II. OVERVIEW OF REQUIREMENT

The Contractor shall provide the resources necessary to accomplish the tasks as described in this PWS. All caregiver training should be accessible to caregivers residing in all VA markets to include Puerto Rico, American Samoa, Guam, etc. as well as both urban and rural areas.

Participation in any VA Caregiver Support Program (CSP) training requires enrollment in the Program of Comprehensive Assistance for Family Caregivers (PCAFC) or the Program of General Support Services (PGCSS). The Contractor is responsible for validating enrollment status prior to authorizing enrollment into one of the training programs/platforms. At a minimum, this will require verification through a confirmation process of a caregiver status (such as through a CARMA ID number within the referral request).

The contract scope will encompass training and coaching of caregivers at multiple levels within the caregiver program. This contract encompasses delivery of multiple distinct training programs with one (1) access point for referral. This encompasses National Caregiver Training Program (known as core curriculum), Spanish Delivered Self-Care courses, and Spanish Translation for Peer Mentoring Calls. The core curriculum will be mandatory training provided to caregivers applying for the PCAFC. Details summarized below:

National Caregiver Training Program (Core Curriculum) - Mandatory Training for Caregivers Applying for PCAFC

The Contractor shall distribute the National Caregiver Training Program (NCTP) workbook via hardcopy workbook, PDF (sent via email), or online to caregivers of Veterans who are applying to the PCAFC so that they can complete this via self-study—historically the majority of this material has been provided via the online option. All training shall be provided in both English and Spanish. A VA Caregiver Support Program Team (CSP team) will refer all caregivers who are to receive this training to the Contractor using a secure website. The training workbook will be provided according to the caregivers requested modality (hardcopy, PDF, or online). The NCTP workbook (in written form), provided by VA, is currently in English, Spanish, Russian, Chinese, Korean, Japanese, Tagalog, Thai, and Vietnamese languages. If the workbook is needed in a language other than these seven listed herein, then the Contractor shall provide VA with a translated version of the workbook into the requested language and will be provided to the caregiver in a written version only (PDF or hardcopy). VA will only pay for one translated version of the workbook. All subsequent requests for workbooks in a language already developed will be provided without additional translation costs. All resources necessary to distribute the NCTP training materials shall be provided by the Contractor. The Contractor shall also provide a technical assistance line to support caregivers and Caregiver support team to address training concerns.

The Contractor shall maintain the core content based on the core competencies of the CSP regulation (and other content as reflected in this PWS) and will ensure appropriate branding and adaptation to the Contractor’s Learning Management Platform. The Contractor will update the content twice annually at the request of the PM/COR.

The curriculum content for the National Caregiver Training Program (for those participating in PCAFC) include, at a minimum, the following topics to ensure inclusion of caregiving across the lifespan:

· Wellness and Prevention

· Mindfulness

· Meditation

· Journaling

· Nutrition

· Caregiver Self-Care

· Asking for Help

· Helping Children Cope

· Balancing Work and Family

· Maintaining and Building Strong Families

· Diversity in Caregiving

· Home Safety

· Emergency Preparedness

· First Aid

· Vital Signs and Pain Control

· Infection Control

· Skin Care

· Medication Management

· Pain Management

· Behavior Management Skills

· Activities of Daily Living

· Instrumental Activities of Daily Living

· Functional Activities

· Assistive Devices

· Caregiver as Advocate

· Financial and Legal Issues

· VA and Community Resources

· Communication and Cognition Skills

· Technology and Caregiving (age specific support included)

· Veteran Mental Health

· Depression

· Substance Abuse

· Suicide Prevention

· Coping with the care of Veterans with Mental Health Conditions

· Helping to understand diagnoses/resources

Spanish delivered Self-Care Courses

The Contractor shall provide Self-Care course Spanish translation for caregivers of all Veterans. The Caregiver Self-Care courses are to be provided by the Contractor in a virtual classroom provided by a live instructor. The curriculum will be developed by the VA Caregiver Center.

Spanish Translation for Peer Mentoring Calls

The Contractor shall provide real time translation of the content of the Peer Support Mentoring supportive calls to facilitate dialogue between both Spanish and English participants. Primary language will be Spanish language; however, potential for additional languages as optional line item.

Referral Process for Core Curriculum

The Contractor shall develop a secure referral website that allows caregiver support team to make referrals containing caregiver Personal Identifiable Information (PII) such as name of caregiver, email address, and phone number. (See the accompanying VA Handbook 6500.6 Appendix C VA information security requirements.) This referral website will allow verification of eligibility prior to participation. Through this verification process, the Contractor shall ensure all participants are verified as eligible for the corresponding training through confirmation from the local caregiver support program team via participant name and CARMA ID number corresponding to the primary and secondary caregivers. The Contractor shall have the ability to track initial course completions and subsequent retakes. The Contractor shall develop the referral system with the process flow determined and approved by the VA Program Manager (PM) /COR. At the request of the VA PM/COR, the Contractor shall update the referral system within four (4) weeks.

The core curriculum is offered in two formats: online and hardcopy workbook. For all referrals, the Contractor is required to acknowledge receipt of the VA referral within 2 business days. For online, the Contractor will ensure online training requests will be provided to the caregiver within 2 business days of referral. For hardcopy workbooks, the Contractor will ensure requests are mailed to caregivers within 2 business days from the referral, utilizing a 2-day shipping method and tracked receipt. If for any reason a caregiver does not receive a workbook, the Contractor shall mail another workbook via next day service. The Contractor must maintain records of all referrals by CSP team and track caregiver completion through the secure referral website developed by the Contractor. The Contractor shall notify the CSP team and the caregiver of course completion via email. Reports on referral numbers, and number of completions by the type of training, and language requested, will be required weekly.

Survey/Training Feedback

Feedback from all training is required from each caregiver who completes core curriculum training. An OMB approved survey script (written copy) will be provided to the Contractor for distribution to training participants. Requests for modifications of the survey may be requested by the Contractor but must be approved by the program office and OMB prior to the Contractor distributing the modified surveys. Along with the survey, the Contractor will provide the caregiver trainee the CSP website link to national resources/referral access points so that the caregiver trainee can be aware of additional resources/training venues.

Customer Service and Telephone Support

The Contractor shall provide dedicated customer support Monday-Friday 8:00 am – 5:00 pm Eastern Time to assist caregivers and CSP teams who are experiencing problems with the core curriculum training. Customer service personnel must have English capability as well as the ability to communicate with caregivers through a translation service for all other languages. The Contractor shall provide an ability for caregivers and CSP team staff to leave a message after hours with follow-up contact made/attempted with the caregiver/CSP team staff the next business day.

Written Correspondence

Formal written correspondence between the caregivers, Veterans, and the Contractor shall be approved by the PM or COR. Any written correspondence between the Contractor and caregivers must be approved by the PM or COR before issuance.

Language Translation

All curricula content must be primarily made available in English and Spanish. Written translation into other languages will be completed at the request of the PM or COR. Customer service translation will be completed at the request of the caregiver. In addition, live training will be available in Spanish and English and other languages at the request of the Program Manager/COR.

Vision Impairment The Contractor shall provide alternative formats such as large print (18 Open-Sans font) or audio DVD/thumb drive upon request of the PM/COR and provide shipping. In addition, live training will be available in Spanish and English and other languages at the request of the Program Manager/COR.

III. PERFORMANCE DETAILS

A. Performance Period

The period of performance for this contract shall not exceed five years.

The Contractor shall be available for collaboration with VA staff between the hours of 8:00 am – 5:00 pm Eastern Time, Monday-Friday, excluding Federal Holidays.

B. Place of Performance

Work will be performed at the Contractor’s location.

C. Contract Award Meeting

Post Award Conference will be held virtually within 21 days post award of the contract. Contractor representation shall be present.

D. Nonpersonal Services

The Government shall neither supervise Contractor personnel nor control the method by which they perform the services. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, Contractor personnel. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

IV. SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following tasks. The Contractor shall perform the following tasks:

Task 1. Management Plan

The Contractor shall provide a Management Plan (MP). The MP shall be concurred upon by the PM/COR and updated as needed. The MP shall take the form of both a narrative and graphic format that explains how it will complete the tasks outlined in this PWS. The MP shall include:

· Overall approach

· Approach for virtual learning

· Technical approach for data management and integrity

· Identify overall risks & plans to mitigate

· Timeline

· Tools

· Personnel resumes and/or curriculum vitae for key personnel on the contract

· Schedule

· Milestones

· Referral process

· Harm reduction protocol and response to Veterans/caregivers at risk in response to concerning communication from Veterans/caregivers

· Plan for data collection and reports – routine and special requests

· Program evaluations to include satisfaction surveys and impact/outcomes related to Veterans and caregivers Task 2. Reporting Requirements

The Contractor shall report weekly, monthly, annually, and special reports to the PM/COR. The progress reports shall include all work completed during the reporting period, a summary of data collected from all previous monthly reports, and work planned for the subsequent reporting period. The report shall provide a minimum of the following data (at specified increments) and be provided in Word, PDF, and/or EXCEL formats as appropriate:

Weekly report (Core Curriculum specific)

· Number of Participants Referred, Number Who Began and Number Who Completed the training weekly

· Summary of total number of phone calls (including a breakdown of English calls, Spanish calls (any other requested languages), number of calls transferred to Caregiver Support Line (CSL), number of calls to the Veterans Crisis Line) o Reported weekly Monthly report (broken down by training type and modality)

· Caregiver Access to training and Completion Report (by training type, caregiver type, and venue for all courses to include Core Curriculum, Self Care, Peer Support Mentoring, etc.)

· Number of attendees

· Dates completed

· Concerns raised and responses/remedies provided-- Identification of any complaints that arose and a description of how they were resolved. If complaints have not been completely resolved, the Contractor shall provide an explanation and the actions that will be taken to resolve the complaints. The Contractor shall notify the, COR, CO, and PM in writing, within 24 hours, if concerns arise that may adversely impact the performance of the Contract.

· Contractor Performance Summary (to identify any concerns addressed during the month)

· Documented Translation efforts for all training modalities

· Languages requested (beyond English/Spanish)

· National Caregiver Training Program training information to include:

· Total Number of Referrals (including a breakdown of Referrals by individual CSP Teams and their VAMC location)

· Number of caregivers by completion status who have initiated training, broken down by:

· Hardcopy (Workbook)

· Web-Based

· Large Print

· Training by language

· And other statistics at the request of the PM/COR with 30-day notice

· Curriculum metrics. Metrics shall include, at a minimum:

· User satisfaction – overall user experience

· Expedience/system error rates

· Accessibility-508 compliance

· Provide overall metrics/rates for customer satisfaction by modality to include:

· Determination if training increased knowledge

· Provide overall survey statistics

Annual Report (by contract year)

The Contractor shall provide a report annually in written and presentation format to the Caregiver Support Program Leadership, and PM/COR containing the criteria below (please note, this is distinctly separate from the monthly data reporting as this is a detailed written report with presentation):

· Participant Satisfaction Survey Report annually

· Demographics of caregiver participation

· Completion rates by modality/language

· Online resources provided and web site content views

· Number of caregiver/resources interviews (key informant/contact interview result summaries) related to core curriculum

· Number of Referrals by Modality

· Summary of recruitment efforts

· Major Milestone reviews/overview by modality

· Training for CSP Staff

· Trending of data from prior years as applicable

Evaluation Metrics Report for Core Curriculum (annually)

The Contractor shall provide an annual evaluation metrics report for the Core Curriculum training that captures the following information:

· Recommendations for evaluating Core Curriculum. Recommendations will be reviewed by PM/COR for approval and will subsequently be included in the monthly reports. Metrics shall include, at a minimum:

· User satisfaction – overall user experience

· Expedience/system error rates

· Accessibility – 508 compliance standards

· Provide overall metrics/rates for customer satisfaction by modality to include:

· Determination if training increased knowledge

· Provide overall survey rates

· Changes of existing metrics by the Government. Changes must be reflected in the next monthly report.

Special Reports (up to twice annual at request of the PM/COR)

· The Contractor may be asked to provide up to 1-2 special reports annually, based on data being currently collected by Contractor.

· Program level reports shall include a roll up of all the monthly report data to include trending diagrams/charts for reference and written summary in addition to data roll-up Task 3. Referral System

The Contractor shall develop a secure referral website and process in collaboration with and approval by the PM/COR that includes a minimum set of data. This referral website will need to provide security and protection of the sensitive information which may include PII and PHI in accordance with VA information security requirements detailed in Section C of this contract. The referral process will be updated up to twice annually as requested by the PM/COR to address changing requirements/needs. The Contractor shall complete the updates within one month of request and approval from the PM/COR.

Prior to caregiver enrollment, the Contractor will ensure all participants can be verified as eligible through confirmation from the local caregiver Support Program staff via providing authenticated referral and corresponding participant CARMA ID number. The Contractor must monitor and verify caregiver completion status via the referral system.

Note: VA is in the process of developing a VA confirmation tool to verify caregiver eligibility. Upon completion of the tool, referrals will then be validated by the Contractor through the VA tool. A contract modification will be executed at that time to outline contractor requirements such as providing monthly updates of verified/unverified caregivers.

The online secure website shall include a data dashboard to provide metrics such as: real time data reflecting active referrals, current caregivers in training, and caregiver training completions. Requests for additional information/data to be added onto the Dashboard shall be updated by the Contractor within 30 days of request by the PM/COR.

Task 4. Satisfaction Survey

The VA will provide the Contractor with an existing satisfaction survey that has been approved by the Office of Management and Budget (OMB); the Contractor shall distribute that survey to all caregivers within one week of course completion to capture caregiver satisfaction with the education and training provided. For online participants, the Contractor shall provide survey access on the website at course completion. For hardcopy workbook participants, the survey shall be mailed within one week of course completion. Updated surveys must be routed to the Office of Management and Budget (OMB) for approval in accordance with the requirement for approval based on the Paperwork Reduction Act. The Contractor shall translate the survey and any related correspondence into any language that has been translated for the core curriculum training.

Task 5. CSP Team Training

Contractor shall provide CSP team training twice per year during a CSP team educational call. Training shall include program updates, overview, and demonstrations of the website. CSP Teams will be afforded the ability to access a demo site to view content curriculum for all training modalities and understand the caregivers experience (such as an admin account).

The training website will also consist of a short online tutorial or video for new participants discussing functions and features.

Task 6. Implementation Requirements for National Caregiver Training Program (Mandatory for all PCAFC applicants)

The Contractor shall implement the VA’s comprehensive National Caregiver Training Program that is delivered via 1) via hardcopy workbook and, 2) through creation of a secure online Learning Management System (LMS) to provide training (online in English and Spanish). Within the LMS, the Contractor shall include access to a resource library. Additional languages would be provided for hardcopy workbook and PDF (sent via email) format. The Contractor shall utilize an online web-based platform that is compatible and meets minimum security standards with the VA (and correspondingly able to be accessed by VA staff). The website (and LMS) shall provide the capability for online audio listening of the curriculum as well as meet the Accessibility – 508 compliance standards for provisions of all training materials. The Contractor shall provide the hardcopy workbook in large print format when requested by the PM/COR.

The Learning Management System developed by the Contractor must follow the guidance included in the VA Web Best Practices Guide. These guidelines will provide specific direction for the establishment, management, and maintenance of all VA websites as well as all external websites that represent the VA. See the accompanying VA Handbook 6500.6 Appendix C VA information security requirements specific to this contract.

The core curriculum is offered in two formats: online and hardcopy workbook. For all referrals, the Contractor is required to acknowledge receipt of the VA referral within 2 business days. For online, the Contractor will ensure online training requests will be provided to the caregiver within 2 business days of referral. For hardcopy workbooks, the Contractor will ensure requests are mailed to caregivers within 2 business days from the referral, utilizing a 2-day shipping method and tracked receipt. If for any reason a caregiver does not receive a workbook, the Contractor shall mail another workbook via next day service. The Contractor must maintain records of all referrals by CSP team and track caregiver completion through the secure referral website developed by the Contractor. The Contractor shall notify the CSP team and the caregiver of course completion via email. Reports on referral numbers, and number of completions by the type of training, and language requested, will be required weekly.

Completion certificates shall be provided in the Learning Management System for those that take the training online. Completion certificates shall be mailed to those that took the training via hardcopy workbook. The certification date and certificate should be viewable by both the Caregiver Support team and the caregiver. For those who do not pass the final self- assessment, the Contractor shall provide a summary of missed items and the corresponding reference points for any missed items (and corresponding correct answer) on caregiver training tests/assessments to the Caregiver and CSP team.

The Contractor shall provide dedicated customer support Monday-Friday 8:00 am – 5:00 pm Eastern Time to assist caregivers and CSP teams who are experiencing problems with the core curriculum training. Customer service personnel must have English capability as well as the ability to communicate with caregivers through a translation service for all other languages. The Contractor shall provide an ability for caregivers and CSP team staff to leave a message after hours with follow-up contact made/attempted with the caregiver/CSP team staff the next business day.

Task 7. Curriculum Updates

The Contractor shall work collaboratively with the PM/COR to provide curriculum updates twice per. All curriculum updates shall be written at a seventh-grade level literacy level. Illustrations and photographs within the curriculum must be representative of the diversity of the Veteran population and caregivers being served. VA will provide the Contractor with a sample PDF version of the existing hard-copy workbook in both English and Spanish (and any workbooks that have previously been translated into other languages).

The curriculum updates shall be made to both the workbook and web-based versions to reflect both new clinical information, regulatory updates, caregiver feedback, and adult learning techniques and principles in the presentation of content. All updates will be completed in both English and Spanish. As the Contractor updates the workbooks and web-based training, it will be required to provide advance draft copies of the material to the PM/COR for their review and approval. Such drafts should include the respective graphics, and in the case of the web-based training, the interactive functions that are expected on the site. The drafts should also be spell-checked, and where possible, placed in Word documents with tracked changes, for easier reviewing. Once final approval has been received, the Contractor should provide VA with final copies of all products, including access to the web-based training.

Task 8: Evaluation Metrics Development (annually)

The Contractor shall develop and implement the initial evaluation metrics to track the implementation and outcomes of the Core Curriculum training; PM/COR shall approve the Contractor’s evaluation metrics. The Contractor shall revise the evaluation metrics with the PM/COR collaboration annually thereafter. Metrics shall include, at a minimum:

· User satisfaction – overall user experience

· Expedience/system error rates

· Accessibility – 508 compliance standards

· Provide overall metrics/rates for customer satisfaction by modality to include:

· Determination if training increased knowledge

· Provide overall survey rates

Task 9: Spanish Self-Care Courses

The Contractor shall deliver up to 50 hours of live virtual Caregiver Self-Care courses in Spanish language per year. Each course will last approximately two (2) hours. Class sizes shall have a minimum of 10 caregivers with a target of around 25 caregivers and will be identified by the VA Caregiver Center. The Contractor shall submit to the PM/COR a roster of self-care trainings to include the course name, date and location, name of instructors, expected attendance and actual attendance as well as a course training summary/recommendations. This roster shall be provided after completion of each course to the PM/COR. Contractor is to be trained and certified by the VA Caregiver Center prior to delivering the Spanish Self-Care courses.

The Contractor may be required to translate the VA curriculum and corresponding slides from English to Spanish up to twice per year and provide updates/edits to that curriculum as needed. The Contractor may also be required to provide written translations for up to three (3) additional short courses per contract year [course length approximately one (1) hour in length]. Contractor shall participate in pre-training calls for dry run with the VA staff and instructor at the request of the PM/COR. Course dates will be projected by the PM/COR and provided to the Contractor approximately 30 days in advance (or sooner with mutual agreement).

Contractor is required to:

· Utilize an instructor that is fluent in English and Spanish/bilingual (and other languages upon request by the PM/COR).

· Ensure the instructor has at least 2 years' experience delivering caregiver training in one on one and large classroom participant groups.

· Extend a five (5) business day forbearance cancellation policy without penalty

· Address questions, concerns, and issues from caregivers of Veterans from all eras.

Task 10: Peer Support Mentoring Spanish Language supportive calls

The Contractor shall provide translation during the Peer Support Mentoring Spanish Language calls to include preparation of call materials, and call flow/content development. A report will be provided to the PM/COR and CSP leadership within 2 weeks of the call (please see Task 2 for report criteria). The Contractor shall:

· Coordinate with the PM/COR to provide a total of thirteen (13) calls per year (twelve (12) monthly calls and one (1) remembrance call).

· Coordinate with PM/COR to establish agreed upon call dates and times.

· Review the call flow and content with the Program Manger within two (2) weeks prior to the established call date/time.

· Notify PM/COR at least five (5) business days in advance of the scheduled call date/time if unable to provide services so that it can be rescheduled.

· Translate in real time from Spanish to English or vice versa if necessary and answer questions to provide clarity during the call.

Task 11: Informational Flyers/Brochures/Marketing for all training modalities

The Contractor shall develop informational flyers/brochures for all training modalities (Core Curriculum, Spanish Translation for Peer Support Mentoring, and Spanish Delivered Self-Care) up to twice per year (one for the caregiver and one for the CSP Team) in collaboration with the PM/COR and in compliance with VHA’s style and identity guide. The flyers/brochures shall be delivered in an editable draft before submitting a final PDF version for distribution by CSP. The Contractor shall provide marketing materials that meet 508 compliance standards and will also provide the materials in large print format when requested by the PM/COR.

Task 12: Language Translation

The Contractor shall provide Language Translation Services for languages other than Spanish and English at the request of the PM/COR for all training modalities:

· Written materials (workbook, flyers, etc.)

· Live customer service (core curriculum)

· Live training calls (peer support mentoring and self-care)

· Online (i.e., LMS and general website delivery)

Task 13: Vision Impairment

The Contractor shall provide alternative format to address Visual Impairment/learning needs (to include shipping) at the request of the PM/COR for all training modalities:

· Large print (18 Open-Sans font)

· Audio DVD

· Thumb drive upon request of the PM/COR and provide shipping. In addition, live training will be available in Spanish and English and other languages at the request of the Program Manager/COR.

V. OTHER REQUIREMENTS

A. Background Investigation and Special Agreement Checks

Contractor personnel accessing VA sensitive information and information systems will be subject to a background screening (i.e., a Special Agreement Check (SAC)) and Tier 1 background investigation. Contractor personnel who have unfavorable adjudication decisions will be prohibited from performing the contracted work for VA.

Contractor personnel not accessing VA sensitive information and information systems will not be subject to a background screening or background investigation.

B. PIV Badging

The VA Veterans Service Center is responsible for managing & sponsoring badges for Contractor personnel; badges are managed and sponsored at the completion of the NCHC for Contractor personnel with a favorable adjudication.

C. Service Contract Labor Standards

The Service Contract Labor Standards apply to this contract. Contractor will be responsible for compliance with the Service Contract Labor Standards and determining which of its workers are performing on or in connection with the contract and properly segregating their hours for purposes of pay and recordkeeping. The Department of Labor’s Wage Determination is provided as an attachment in Section D; it specifies the minimum wages and fringe benefits for workers performing on or in connection with this contract.

D. Business Associate Agreement

A Business Associate Agreement (BAA) is an agreement entered into between VHA and a Business Associate (i.e., the Contractor) before certain information can be released to the Business Associate to perform functions on behalf of VHA. A BAA is required for this contract and shall be put in place by the VHA Business Associate Program Manager at/soon after contract award.

36C24522R0082

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SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2021)

(a) Inspection/Acceptance. The Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require repair or replacement of nonconforming supplies or reperformance of nonconforming services at no increase in contract price. If repair/replacement or reperformance will not correct the defects or is not possible, the Government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. The Government must exercise its post-acceptance rights—

(1) Within a reasonable time after the defect was discovered or should have been discovered; and

(2) Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item.

(b) Assignment. The Contractor or its assignee may assign its rights to receive payment due as a result of performance of this contract to a bank, trust company, or other financing institution, including any Federal lending agency in accordance with the Assignment of Claims Act (31 U.S.C. 3727). However, when a third party makes payment (e.g., use of the Governmentwide commercial purchase card), the Contractor may not assign its rights to receive payment under this contract.

(c) Changes. Changes in the terms and conditions of this contract may be made only by written agreement of the parties.

(d) Disputes. This contract is subject to 41 U.S.C. chapter 71, Contract Disputes. Failure of the parties to this contract to reach agreement on any request for equitable adjustment, claim, appeal or action arising under or relating to this contract shall be a dispute to be resolved in accordance with the clause at Federal Acquisition Regulation (FAR) 52.233-1, Disputes, which is incorporated herein by reference. The Contractor shall proceed diligently with performance of this contract, pending final resolution of any dispute arising under the contract.

(e) Definitions. The clause at FAR 52.202-1, Definitions, is incorporated herein by reference.

(f) Excusable delays. The Contractor shall be liable for default unless nonperformance is caused by an occurrence beyond the reasonable control of the Contractor and without its fault or negligence such as, acts of God or the public enemy, acts of the Government in either its sovereign or contractual capacity, fires, floods, epidemics, quarantine restrictions, strikes, unusually severe weather, and delays of common carriers. The Contractor shall notify the Contracting Officer in writing as soon as it is reasonably possible after the commencement of any excusable delay, setting forth the full particulars in connection therewith, shall remedy such occurrence with all reasonable dispatch, and shall promptly give written notice to the Contracting Officer of the cessation of such occurrence.

(g) Invoice.

(1) The Contractor shall submit an original invoice and three copies (or electronic invoice, if authorized) to the address designated in the contract to receive invoices. An invoice must include—

(i) Name and address of the Contractor;

(ii) Invoice date and number;

(iii) Contract number, line item number and, if applicable, the order number;

(iv) Description, quantity, unit of measure, unit price and extended price of the items delivered;

(v) Shipping number and date of shipment, including the bill of lading number and weight of shipment if shipped on Government bill of lading;

(vi) Terms of any discount for prompt payment offered;

(vii) Name and address of official to whom payment is to be sent;

(viii) Name, title, and phone number of person to notify in event of defective invoice; and

(ix) Taxpayer Identification Number (TIN). The Contractor shall include its TIN on the invoice only if required elsewhere in this contract.

(x) Electronic funds transfer (EFT) banking information.

(A) The Contractor shall include EFT banking information on the invoice only if required elsewhere in this contract.

(B) If EFT banking information is not required to be on the invoice, in order for the invoice to be a proper invoice, the Contractor shall have submitted correct EFT banking information in accordance with the applicable solicitation provision, contract clause (e.g., 52.232-33, Payment by Electronic Funds Transfer—System for Award Management, or 52.232-34, Payment by Electronic Funds Transfer—Other Than System for Award Management), or applicable agency procedures.

(C) EFT banking information is not required if the Government waived the requirement to pay by EFT.

(2) Invoices will be handled in accordance with the Prompt Payment Act (31 U.S.C. 3903) and Office of Management and Budget (OMB) prompt payment regulations at 5 CFR part 1315.

(h) Patent indemnity. The Contractor shall indemnify the Government and its officers, employees and agents against liability, including costs, for actual or alleged direct or contributory infringement of, or inducement to infringe, any United States or foreign patent, trademark or copyright, arising out of the performance of this contract, provided the Contractor is reasonably notified of such claims and proceedings.

(i) Payment.—

(1) Items accepted. Payment shall be made for items accepted by the Government that have been delivered to the delivery destinations set forth in this contract.

(2) Prompt payment. The Government will make payment in accordance with the Prompt Payment Act (31 U.S.C. 3903) and prompt payment regulations at 5 CFR part 1315.

(3) Electronic Funds Transfer (EFT). If the Government makes payment by EFT, see 52.212-5(b) for the appropriate EFT clause.

(4) Discount. In connection with any discount offered for early payment, time shall be computed from the date of the invoice. For the purpose of computing the discount earned, payment shall be considered to have been made on the date which appears on the payment check or the specified payment date if an electronic funds transfer payment is made.

(5) Overpayments. If the Contractor becomes aware of a duplicate contract financing or invoice payment or that the Government has otherwise overpaid on a contract financing or invoice payment, the Contractor shall—

(i) Remit the overpayment amount to the payment office cited in the contract along with a description of the overpayment including the—

(A) Circumstances of the overpayment (e.g., duplicate payment, erroneous payment, liquidation errors, date(s) of overpayment);

(B) Affected contract number and delivery order number, if applicable;

(C) Affected line item or subline item, if applicable; and

(D) Contractor point of contact.

(ii) Provide a copy of the remittance and supporting documentation to the Contracting Officer.

(6) Interest.

(i) All amounts that become payable by the Contractor to the Government under this contract shall bear simple interest from the date due until paid unless paid within 30 days of becoming due. The interest rate shall be the interest rate established by the Secretary of the Treasury as provided in 41 U.S.C. 7109, which is applicable to the period in which the amount becomes due, as provided in (i)(6)(v) of this clause, and then at the rate applicable for each six-month period as fixed by the Secretary until the amount is paid.

(ii) The Government may issue a demand for payment to the Contractor upon finding a debt is due under the contract.

(iii) Final decisions. The Contracting Officer will issue a final decision as required by 33.211 if—

(A) The Contracting Officer and the Contractor are unable to reach agreement on the existence or amount of a debt within 30 days;

(B) The Contractor fails to liquidate a debt previously demanded by the Contracting Officer within the timeline specified in the demand for payment unless the amounts were not repaid because the Contractor has requested an installment payment agreement; or

(C) The Contractor requests a deferment of collection on a debt previously demanded by the Contracting Officer (see 32.607-2).

(iv) If a demand for payment was previously issued for the debt, the demand for payment included in the final decision shall identify the same due date as the original demand for payment.

(v) Amounts shall be due at the earliest of the following dates:

(A) The date fixed under this contract.

(B) The date of the first written demand for payment, including any demand for payment resulting from a default termination.

(vi) The interest charge shall be computed for the actual number of calendar days involved beginning on the due date and ending on—

(A) The date on which the designated office receives payment from the Contractor;

(B) The date of issuance of a Government check to the Contractor from which an amount otherwise payable has been withheld as a credit against the contract debt; or

(C) The date on which an amount withheld and applied to the contract debt would otherwise have become payable to the Contractor.

(vii) The interest charge made under this clause may be reduced under the procedures prescribed in FAR 32.608-2 in effect on the date of this contract.

(j) Risk of loss. Unless the contract specifically provides otherwise, risk of loss or damage to the supplies provided under this contract shall remain with the Contractor until, and shall pass to the Government upon:

(1) Delivery of the supplies to a carrier, if transportation is f.o.b. origin; or

(2) Delivery of the supplies to the Government at the destination specified in the contract, if transportation is f.o.b. destination.

(k) Taxes. The contract price includes all applicable Federal, State, and local taxes and duties.

(l) Termination for the Government's convenience. The Government reserves the right to terminate this contract, or any part hereof, for its sole convenience. In the event of such termination, the Contractor shall immediately stop all work hereunder and shall immediately cause any and all of its suppliers and subcontractors to cease work.