36C24722Q0209_2.docx

SUBJECT*

Switchboard Operator

GENERAL INFORMATION

SET-ASIDE

CONTRACTING OFFICE ADDRESS

Department of Veterans Affairs Ralph H. Johnson VA Medical Center 109 Bee Street Charleston SC 29403-5799

POINT OF CONTACT*

Contracting Officer Darius Crane darius.crane@va.gov

(843) 789-6528

PLACE OF PERFORMANCE

Birmingham VA Medical Center

700 19th Street South

Birmingham AL

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

Sources Sought Notice Sources Sought Notice

DESCRIPTION

Sources Sought Notice

This is not a solicitation announcement. This is as sources sought synopsis only. The purpose of this synopsis is to gain knowledge of potential qualified sources and their size classification (hubzone, 8(a), small business, small disadvantage business, Veteran owned small business (VOSB), Service Disabled Veteran Owned Small Business (SDVOSB), or large business) relative to NAICS 561421 Telephone Answering Services, with a size standard of $15.5 Mil. Note that if VA’s pending market research establishes that two or more VOSB or SDVOSB, who are certified and verified in VA’s Vendor Information Pages (VIP) site https://www.vip.vetbiz.gov, can perform the service, VA will set aside the underlying solicitation per 38 U.S.C. §8127.

Responses to this synopsis shall be used by the Government to make appropriate acquisition decisions. After review of the responses to this source sought synopsis, a solicitation announcement may be published on SAM.gov and/or GSA eBuy. Responses to this source sought synopsis are not considered adequate responses to the solicitation announcement. All interested offerors must respond to the solicitation announcement in addition to responding to this source sought announcement.

In response to this announcement. If you are interested and capable of providing the required services, please complete the information below:

-Capability to handle call volume per PWS -Transition time -On boarding process -Estimated cost to execute services

Company Name:

Address:

Contact Name:

Phone No:

Email:

DUNS:

This notice is neither a request for competitive proposal nor solicitation of offerors. This notice is to assist the VA in determining sources only. Information received because of this notice shall only be considered solely for the purpose of determining whether to conduct a competitive procurement and the type of set-aside if appropriate. This notice does not represent a commitment by the Government to pay for costs incurred in the preparation and submission of information or any other costs incurred as a response to this announcement.

Responses to this notice shall be submitted via email to darius.crane@va.gov Telephone responses shall not be accepted. Responses must be received no later than Jan 05, 2022 by 8:00 a.m. EST. In your response to this notice place in the subject line of your email “ATTENTION: 36C24722Q0209_2 SWITCHBOARD OPERATOR”

If a solicitation is issued it shall be announced later and all interested parties must respond to that solicitation announcement separately from this response. The form attached to this source sought notice may be used to make it easier for the contractor to respond to this source sought request. However, any format may be used if the required information is provided. Responses to this source sought notice is not a request to be added to a prospective bidders list or to receive a copy of the solicitation.

**DRAFT**

PERFORMANCE WORK STATEMENT

SWITCHBOARD OPERATOR SERVICES

1. GENERAL REQUIREMENTS FOR VETERANS AFFAIRS HEALTH CARE SYSTEM

1.1. The Contractor shall provide all personnel, supervision, and other services necessary to perform the work required by the solicitation, except for those items and services specifically identified in this solicitation as Government-furnished. The contracting company shall have at least 5 years of experience providing type of service in a hospital setting. The contracting company shall have at least three years of experience with URAC compliance. These Telephone Operator / Switchboard services require work to be accomplished at the Department of Veterans Affairs Medical Center, located at 700 19th Street South, Birmingham, AL, 35233 under the jurisdiction of the Medical Center Director as specified herein. The vendor will be required to respond with at least one management personnel, in person, to the Birmingham VAMC within 24 hours for all emergent request made by the Contracting Officer Representative (COR).

1.1.1. The work required by this specification consists of providing switchboard services for the effective operations of this facility and its Community Based Outpatient Clinics (CBOC). Telephone operators will use a minimum of seven ACD Version 8 Open Scape telephone attendant consoles to process incoming and outgoing calls over the FTS (Federal Telecommunications Service) local commercial networks (local calls), and International Calls including some toll calls. The Contractor will be required to follow all established rules and regulations for the processing of calls on these networks and maintain the appropriate logs/records related to these calls in accordance with VA policy. Operators will complete all calls not completed by the call processor, ascertaining enough information to direct callers to the appropriate extension and/or party operate attendant. Contractor will ensure all staff always provide high quality customer service.

1.1.2. Work includes coverage of the following equipment: console switchboard, mobile phone, fax machine, audio, radio, visual and pocket paging systems, reporting and C15291

1.1.3. Contract personnel shall index patient/employee locations via computer terminal; and operate emergency equipment pertinent to patient, alerts, alarms, police, fires and disasters.

1.1.4. VA reserves the right to increase or decrease workload quantities as the need arises at the same prices, terms and conditions based on changes in the mission of VA, or any other changes warranting changes.

1.1.5. All incoming calls, both internal and external, shall be answered within three (3) rings; or, average speed of answer by a live person within 28 second.

1.1.6. Operator staffing must be sufficient enough to meet a monthly call volume of more than 50, 000 calls with an abandonment rate of less than 5 percent.

1.1.7. A contingency plan may be implemented to allow adequate switchboard coverage in case of an emergency. This plan may include a partnership with the VA Call Center and possibly remote telephone switchboard communication capability.

1.2. Definitions/Acronyms – Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and/or interpretation. In case of a conflict in language between the Definitions and other sections of this contract, the language in this section shall govern.

1.2.1. Abandonment Rate –The percentage od calls offered into a communication network or telephone system—e.g. automatic call distribution (ACD) system of a call center—that are terminated by the person(s) originating the call before answered by a staff person. Calls should be answered within 30 seconds.

1.2.2. Acceptable Quality Level (AQL) – The maximum percent of defective work the maximum number of defects per hundred units, or number of defects, that will be allowed before work is considered unsatisfactory. An AQL does not imply that the Contractor may knowingly perform in an unsatisfactory way. The Contractor must correct all unsatisfactory work unless excused by the COR.

1.2.3. CBOC: Community Based Outpatient Clinic.

1.2.4. Contracting Officer (CO) – The person executing this contract on behalf of the Government with the authority to enter into and administer contracts and make related determinations and findings.

1.2.5. Contracting Officer’s Representative (COR) – A person appointed by the Contracting Officer with authority to act within the scope of the delegated authority.

1.2.6. CPARS – Contractor Performance Assessment Reporting System

1.2.7. Emergent Request: A meeting request made by the Contracting Officer Representative to address emergent issues such as: Failure to meet contract minimum requirements re: staffing; Failure to perform which affects safety; or, Employee(s) disruptive behavior.

1.2.8. Health Insurance Portability and Accountability Act (HIPAA) – Regulations which apply to Protected Health Information and Electronic Protected Health Information.

1.2.9. Medical Center Memo (MCM) – A document that establishes policy within the Medical Center.

1.2.10. POP – Period of Performance – The number of working days or calendar days, from a specified commencement date to a specified completion data, as provided in the contract.

1.2.11. PWS – Performance Work Statement: A document that describes accurately the essential and technical requirements for items, materials, and services including the standards used to determine whether the requirements have been met.

1.2.12. QASP – Quality Assurance Surveillance Plan – Provides a systematic method to evaluate performance for the stated contract. The QASP explains what will be monitored and how monitoring will take place.

1.2.13. Quality Assurance (QA) – These actions taken by the Government to check goods or services to determine that they meet the requirements of the SOW.

1.2.14. Quality Control – Those actions taken by a Contractor to control the reduction of goods or services so that they will meet the requirements of the SOW.

1.2.15. Utilization Review Accreditation Commission Standards (URAC) – (based on incoming call volume). An independent non-profit organization which uses evidence-based measures and develops standards to improve the quality of healthcare. This process results in standards that promote industry best practices, encourage quality improvement, and protect and empower consumers.

1.2.16. VA – Veterans Affairs

2. PERSONNEL QUALIFICATIONS AND REQUIREMENTS

2.1. All Contract personnel shall receive training in VA procedures and policies. No contract personnel shall be assigned to work under the contract until initial orientation and training are completed. Contractor’s training cost will be included in the proposed prices and will not be separately reimbursed. New personnel must not be allowed to perform duties alone until he/she has received at least three weeks of On-The-Job Training (OJT) sessions with a fully trained employee, who has at least three months of experience.

2.2. There must be a minimum of two (2) sighted persons, defined as having a visual acuity of no greater than 20/70, with or without the use of corrective lenses, on duty at all times.

2.3. Telephone Operator: Must operate (cell phones, UAB paging, Access 3000, ASCOM phone) and/or monitor electronic telephone attendant console, a personal computer (PC), radio paging system, two-way radio, public address system, and other associated equipment. Have the ability to handle: emergency calls, medical emergencies, fire procedures, control groups, bomb threats, knowledge of the security alarms, disaster plans and other urgent matters as they arise.

2.3.1. The operator must have knowledge of the Medical Center, the organizations, its outpatient’s clinic, and the medical center’s operations.

2.3.2. The operator must work independently, carrying out recurring duties following established policies and procedures.

2.3.3. The operator must have the ability to problem solve and make decisions in emergency situations.

2.3.4. Operators must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work condition.

2.3.5. Telephone operator must be able to speak and understand English as a primary language with a high level of comprehension.

2.3.6. Operators must have excellent customer service skills.

2.3.7. Be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, appointment calls) over varied circuits or routings, or performing information operator work.

2.4. Supervisor. The contractor shall assign a supervisor for the purposes of supervising, training, and developing of Standard Operating Procedures for contractor personnel and ensuring compliance with all provisions of this contract.

2.5. The supervisor must:

2.5.1. Have at least five years telephone operating experience, of which one year involved substantial responsibility for placing variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge of the organizational units and major functions of a large, multi-division organization.

2.5.2. Have three or more years of experience supervising, which involved organizing, directing, and controlling staff. The supervisor must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service. Must attend meetings and articulate switchboard operations.

2.5.3. Be able to speak and understand English as a primary language with a high level of comprehension. The ability to communicate, comprehend, use grammar and pronunciation, and understand instructions, as well as to write legible, is required.

2.5.4. The supervisor shall work in the switchboard office predominantly during regular working hours (Monday through Friday 7:30 am to 4:00 pm).

2.5.5. Be available by telephone or pager to operators after regular working hours to include holidays for any problems, which may occur including staffing problems. The supervisor shall respond by phone within 30 minutes during off- duty hours. For critical situations, return on-site to the work location.

2.5.6. The supervisor shall not be used as a switchboard operator or as backup/fill-in operator. Not be used as coverage for additional staff or staff absences.

2.5.7. Supervisor Coverage: When the supervisor plans to be absent the COR shall be notified in writing, of a substitution that will not interfere with agent staffing

2.5.7.1. For more than one 8-hour shift, the contractor or his/her designee will notify the COR, in writing or electronic mail, of who will be the stand-in representative during his/her absence

2.5.7.2. Absent for more than three consecutive working days, the contractor shall provide replacement supervision during this absence. The stand in shall be fully qualified to perform the supervision (FTE Supervisor).

2.6. Contract personnel shall wear clothes appropriate for an office environment. Attire must be clean, in good repair, and comply with the medical center policy.

2.7. All Contract personnel, while on duty, shall be required to wear an identification badge provided by VA.

2.8. Personnel rosters of all regular and alternate personnel, including operator number and tour of duty, shall be provided to the Contracting Officer and the COR. Personnel not shown on the roster as regulars or alternates shall not be permitted to work at this VA facility. Visitors are not allowed in the work area.

2.9. Contract personnel shall have automobile liability insurance to drive or park at VA facility.

2.10. Citizenship related Requirements:

2.10.1. The Contractor certifies that the Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals;

2.10.2. While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien; foreign national non-immigrant who is in violation their status, because of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor is required to comply with all “E-Verify” requirements consistent with “Executive Order 12989” and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations.

2.10.3. If the Contractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the Department of Veterans Affairs may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor’s place of business that services Department of Veterans Affairs patient referrals; or other place where the Contractor provides services to veterans who have been referred by the Department of Veterans Affairs; and shall form the basis for termination of this contract for breach.

2.10.4. This certification concerns a matter within the jurisdiction of an agency of the United States and the making of a false, fictitious, or fraudulent certification may render the maker subject to prosecution under 18 U.S.C. 1001.

2.10.5. The Contractor shall not be allowed under the provisions of this contract to subcontract. The certification shall be made as part of the offeror’s response to the RFP.

3. HOURS OF OPERATION

3.1. There must be sufficient staff to meet the Utilization Review Accreditation Committee (URAC) standards. This will remain unchanged unless the Contracting Officer’s Representative (COR) or the Contracting Officer (CO) determines otherwise. Should this occur, a change would be initiated in accordance with the Contract’s Change clause.

3.2. There shall be no time when the switchboard does not have adequate staffing coverage or when calls go unanswered. The Contracting Officer’s Representative (COR) shall be briefed on all changes or problems related to coverage of this office

3.3. Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays and any other day specifically declared, by the President of the United States, to be a national holiday. The shifts may include days, evenings, and nights. The Contractor is responsible to provide coverage appropriate for the workload with the concurrence of the using service and final concurrence of the Contracting Officer. The following are federal holidays:

New Year’s Day Martin Luther King’ s Birthday Washington’s Birthday Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

4. PERFORAMNCE STANDARDS, QUALITY ASSURANCE (QA) AND QUALITY IMPROVEMENTS

4.1. The Contractor shall have a Quality Control Program to assure requirements of the contract are provided as specified. The Contractor shall provide two copies of the program to the Contracting Officer within one month from the onset of contract performance and changes thereafter as they occur. The program shall include, but not limited to the following:

4.1.1. An inspection system shall be provided which cover all services. It must specify the areas to be inspected frequency of inspections and the title of the individual(s) performing the inspections.

4.1.2. A method(s) for identifying and preventing deficiencies in the quality of services performed before the level of performance become unacceptable.

4.1.3. Record of all reviews conducted by the Contractor and the corrective action taken. Copies of all reviews shall be provided to the Contracting Officer, with a copy being provided to the Contracting Officer Representative. This determination shall be made available to the Government during the term of the contract and for one-year (1) after expiration of the contract.

4.1.4. The Government will monitor the Contractor’s performance under this contract using the quality assurance procedures in the COR Surveillance Plan.

4.1.4.1. Monitoring will be conducted by observation, personal surveillance, random calls, traffic reports, and contact by the COR.

4.1.4.2. All complaints, as well as compliments, by the staff, customers, and visitors will also be utilized as a means to measure performance.

4.1.4.3. The Performance Requirement Summary will be used to monitor performance of this contract.

4.1.4.4. Operators must meet the URAC Standards for abandonment rate and speed to answer

4.1.5. The Contractor shall meet with the COR according to a schedule established by the COR.

4.1.6. A Performance Evaluation Meeting will be held once a month to discuss and resolve any deficiencies to the contract. Other concerns of either the COR, CO or the Contractor will also be discussed during these meetings. This will be done on the regularly scheduled meetings with Project Manager.

4.1.7. The issuance of a Contract Discrepancy Report (CDR) may be cause for the scheduling of a meeting of the Contractor, Supervisor, CO and COR.

4.1.7.1. The Government will prepare written minutes from this meeting, which shall be signed by the Contractor, Supervisor, CO and COR.

4.1.7.2. Should the supervisor not concur with the minutes and action taken at the meeting, she or he will state in writing to the CO any areas wherein she or he does not concur and explain the reason(s) for non-concurrence.

4.1.7.3. The CO will notify the Supervisor in writing of the final decision. A dispute over the CO’s decision will be handled in accordance with the Disputes clause in this solicitation.

5. GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, FURNISHINGS AND MATERIALS.

5.1. The Government will provide the facilities, all-necessary equipment, furnishings and materials to perform the required services. The Contractor shall provide materials particular to the operation of the Contractor’s business.

5.1.1. The Government will furnish all or make available facilities for the Contractor. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified for which work areas have been established. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazards exist, or that work area procedures will not be necessary or that the facilities as furnished will be adequate to meet the responsibilities of the Contractor. Compliance with the Occupational Safety and Health Act and other applicable laws and regulations for the protection of employee is exclusively the obligation of the Contractor and the Government will assume no liability or responsibility for the Contractor’s compliance or noncompliance with such responsibilities, with the following exception, if OSHA hazards are found in the Government furnished facility, the Government will developed and approved plans of abatement, taking into account safety and health priorities. A higher priority of correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. Prior to any modification of the facilities performed by the contractor, the Contractor must notify the Contracting Officer and provide documentation describing in detail the modification requested. No alteration to the facilities shall be made without specific written permission from the Contracting Officer; however, in the case of alterations necessary for OSHA compliance, such permission shall not be unreasonable withheld. The Contractor shall return the facilities 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.

5.1.2. Food and Beverages Near Consoles. Drinking and eating will be permitted in the designated break area located in the office next to the switchboard room (away from the consoles), in the Canteen dining area, on the ground floor, or in approved vending areas throughout the facility. Smoking is not permitted in the building. Beverages shall not be allowed at or near the consoles.

5.1.3. In addition to the telephone switch, consoles, radios, ASCOM, and basic operating equipment, the VA shall provide and maintain eight PCs with standard configurations to operate on a Microsoft Network running the Windows operating system and one printer. Adaptive equipment or software purchased by the Contractor for the use of his/her personnel must be fully compatible with the network and this system.

5.1.4. The Contracting Officer, COR and the Contractor shall inventory equipment and materials at the beginning and end of the contract. All shall jointly sign the inventory. A copy of the inventory list will be provided to Contractor. The following shall be determined for each piece of inventory:

5.1.4.1. Working condition of equipment.

5.1.4.2. Items beyond fair wear and tear.

5.1.4.3. Items designated for replacement.

5.1.5. The Contractor shall notify the COR in writing of any defective Government equipment immediately. The COR shall be responsible for assuring replacement of the defective equipment. If the COR does not replace the defective equipment within a reasonable amount of time, the Contractor shall notify the Contracting Officer in writing of the issue.

5.1.6. The Contractor shall be liable for damage to equipment and furnishings caused by the negligence of the Contractor. Equipment and furnishings damaged through normal wear and tear, and acts of God, shall not be the responsibility of the Contractor.

5.1.7. Equipment damaged by the Contractor shall be replaced by the Contractor not exceeding the actual cost of repair or replacement as appropriate, within 30 calendar days or sooner, which is dependent upon the critical value.

5.1.8. Equipment or furnishings damaged by Contractor’s personnel and not replaced or repaired by the Contractor, as appropriate, shall be replaced or repaired by VA and charged to the Contractor.

5.1.9. Discrepancy reports regarding damaged property shall be prepared by the COR and submitted to the Contracting Officer for determination.

5.1.10. VA-owned equipment is subject to change and additional equipment may be implemented. Contract personnel shall be provided training on any new equipment.

6. GOVERNMENT FURNISHED SERVICES. The Government will provide the following services at the contract site:

6.1. Telephone Services. The Government will provide one telephone instrument for the Contractor’s use in conducting contract-related business.

6.2. Utilities. The Government will provide electricity, water, sewage and heating for the space to be occupied or used by the Contractor.

6.2.1. Conservation of Utilities. Personnel in the Switchboard room will contact Facilities to have heating, ventilation and air conditioning systems adjusted. Water faucets shall be turned off after use.

6.3. Space. The Government will provide the space to be utilized by the Contractor in providing contract-related services.

6.4. Custodial Services. The Government will provide custodial services consisting of the emptying of waste receptacles and ashtrays, the sweeping of floors and the replenishment of washroom supplies as needed. The government will also provide routine cleaning as established by environmental Management Service policy.

6.5. Disposition of Property. The Government will give disposition instructions for item beyond repair in those cases concerning Government furnished equipment and furnishings.

6.6. Insect and Rodent Control. The government will provide the personnel, supplies and materials required for the elimination or control of insects and rodents.

6.7. Transportation and Parking: Parking at the Birmingham Clinic parking deck is located at 2415 7th Avenue South, Birmingham, AL 35233.

6.7.1. The Birmingham VA Medical Center will authorize telephone operator contract employees to park at the Birmingham VA Parking Deck as outlined below. Note the Birmingham VA may end this authorization at any time and will provide a minimum of 30-day advanced notice if it becomes necessary to revoke this authorization.

6.7.2. If the contractor elects to utilize the parking facility at the VA Parking Deck, Contract employees shall be required to acquire a Personal Identity Verification (PIV) Card from the VA Human Resources Services and parking stickers from the VA Police. This parking sticker must be visibly displayed in vehicles when parked at the Annex.

6.7.3. The parking fee shall be $20.00 per month/per employee. This fee is subject to change. The payment for the cost of parking shall be remitted annually by check to the following address:

6.7.4. The fee for parking will be calculated on the number of contract employees working at BVAMC regardless if those employees decide to utilize or not utilize this alternate parking location. The cost will be fixed, and payments shall be remitted annually and made out to Birmingham VA at the start of the contract period or upon effective date whichever is earliest. If timely payments are not received, employee parking authorization shall be revoked.

6.7.5. Payment adjustments for employees that resign, transfer, retire, etc. anything that decreases the total number of established employees will not be allowed. However, increases of employees will be allowed as long as additional fees per employee are received.

6.7.6. Transportation from the parking deck to the VA facility and visa-a-versa shall be provided via shuttle during VA regular hours and upon request during all other hours. If there are changes to these hours, contract employees shall be notified.

6.7.7. Changes to this agreement (other than an increase of additional employee) such as reducing the number of employees shall be made annually in conjunction with exercising the option period unless authorized by the Contracting Officer

7. TELEPHONE / SWITCHBOARD OPERATORS’ TASKS.

7.1. Answer and process all incoming calls.

7.1.1. Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order.

7.1.2. Incoming calls shall be routed appropriately throughout the facility.

7.1.3. Receive collect calls, only if authorized and obtain and record time and charges.

7.1.4. Responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.

7.1.5. Follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.

7.1.6. Responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted.

7.1.7. Shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.

7.2. Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.

7.2.1. Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.

7.2.2. Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.

7.3. Reporting Telephone Equipment Malfunctions:

7.3.1. Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.

7.3.2. Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket.

7.4. Create Log Sheets and monitor each for completion for the following:

7.4.1. Code Blue Log Sheet

7.4.2. Code Blue Test Page Log Sheet

7.4.3. CAT Team Log Sheet

7.4.4. CAT Team Test Page Log Sheet

7.4.5. Stroke Team Log Sheet

7.4.6. Stroke Team Test Page Log Sheet

7.4.7. STAT Intubations/STAT Request Log Sheet

7.4.8. Code Yellow-Missing Person Log Sheet

7.4.9. Code Silver Log Sheet

7.4.10. Code STEMI Log Sheet

7.4.11. Record of Lost or Found Article VA Form 3771

7.4.12. Overhead Paging Log Sheet

7.4.13. Liebert Alarm Log Sheet

7.4.14. Medical Gas and Air Alarm Log Sheet

7.4.15. Fire Alarm Drill Log Sheet

7.4.16. Fire Alarm In-Standby Log Sheet

7.4.17. Fire Alarm Not In-Standby Log Sheet

7.4.18. Patient Opt-Out Log Sheet

7.4.19. Telephone Issue Log Sheet

7.4.20. Spare Paper Log Sheet

7.4.21. Physician Page Log Sheet

8. CONTRACTOR’S RESPONSIBILITIES.

8.1. When the Government directs, the contractor shall remove from performance on the contract any person who is identified a potential threat to the health, safety, general well-being, or operational mission of the Medical Center and its population, or one who fails to respect the mission, vision and values of the Veterans Health Administration or the Department of Veterans Affairs.

8.2. The contractor shall not employ any person who is an employee of the United States Government, if the employment of that person would create a conflict of interest.

8.3. Continuity of Services. Upon expiration of this contract, the contractor shall give his best effort and cooperation to the successor. The contractor shall upon written notification by the Contracting Officer, provide phase-in, phase-out services for up to 60 days after this contract expires. An equitable adjustment to the contract price shall be negotiated between the government and the contractor for the additional work

8.4. Background Investigation. Upon contract award the contractor shall be required to accomplish the following background investigation. All contractor employees who require access to sensitive data shall be the subject of a background investigation and must receive a favorable adjudication from the VA Office of Security and Law Enforcement. Contractor personnel may not begin performance until the background investigation is initiated.

8.4.1. All contractor employees are subject to the same level of investigation as VA employees who have access to VA Sensitive Information. The level of background investigation commensurate with the level of access needed to perform the performance work statement is low risk. This requirement is applicable to all subcontractor personnel requiring the same access.

8.4.2. The contractor shall bear the expense of obtaining background investigations. If the investigation is conducted by the Office of Personnel Management (OPM) through the VA, the contractor shall reimburse the VA, approximately $250 per person, within 30 days.

8.4.3. The Contractor shall submit the following information to the contracting officer or COR for each employee working on the contract: Full name, date of birth, place of birth social security number, and e-mail address

8.4.4. Additionally, the contractor shall provide the name, address, phone number, and email address for the company’s point of contact for processing the background investigation.

8.4.5. The contractor, when notified of an unfavorable determination by the Government, shall withdraw the employee from consideration from working under the contract.

8.5. Tuberculosis Control Program. All contract employees will be required to show proof of a TB skin test within five days of hire and may be required to be re-tested annually. All costs associated with this requirement will be borne by the contractor. The COR will be provided with a copy of the TB Skin test results for all contract employees within the first five days of hire and annually thereafter.

8.6. Contract personnel shall become familiar with the functions of the different services within the facility. With this knowledge, determine the area within the campus when the caller does not know the telephone extension.

8.7. Contractor shall at all times, including periods of excessively heavy workload and during absences of contract personnel, provide adequate coverage wherein telephone service is not impeded.

8.8. Supervisor. The contractor shall assign a supervisor for the purposes of supervising, training, and developing of Standard Operating Procedures for contractor personnel and ensuring compliance with all provisions of this contract.

8.8.1. The supervisor shall not be used as a switchboard operator or as backup/fill-in operator. The supervisor shall work in the switchboard office predominantly during regular working hours (Monday through Friday 7:30 am to 4:00 pm).

8.8.2. Be available by telephone or pager to operators after regular working hours to include holidays for any problems, which may occur including staffing problems. The supervisor shall respond by phone within 30 minutes during off- duty hours.

8.8.3. When the supervisor plans to be absent for one 8-hour shift, the contractor or his/her designee will notify the COR, in writing or electronic mail, of who will be the stand-in representative during the supervisor’s absence.

8.8.4. When the supervisor is absent for more than one 8-hour consecutive working day, the contractor shall provide replacement fully certified FTE supervisor during this absence. The COR shall be notified at least one week in advance, in writing, of this substitution that will not interfere with agent staffing.

8.9. Contractor should also provide the following training to subordinate employees:

8.9.1. Supervise audits and surveys of telephone instruments and supplies.

8.9.2. Supervise maintenance of various alarm systems.

8.9.3. Prepare duty and vacation schedules.

8.9.4. Planning the daily activities of the unit personnel.

8.9.5. Prepare and submit various reports.

8.9.5.1.1. Incident reports (i.e. failure to act promptly to notify code blue team or failure to follow emergency procedures) as well as caller’s complaints.

8.9.6. Check work assignments.

8.9.7. Correct deficiencies.

8.9.8. Maintain discipline within the area.

8.9.9. All emergency responses, i.e. “Code Blue” (Medical), “Doctor Red” (Fire), and all other applicable codes and other announcements or codes related to bomb, fire, safety, or disaster plan incidents must be initiated within 3 seconds upon receipt. Additionally, reporting the results of the codes to BMS management.

8.9.10. Emergency Calls. Initiating cascade emergency calls to appropriate personnel to include the Director’s staff, Help Desk personnel, or other staff, within one minute of request. Contractor will maintain emergency cascade call rosters of essential personnel subject to call back (Director’s staff, safety, engineering, and other departments as needed) and keep on file.

8.9.11. Paging systems. Provide overhead paging, Long Distance Pagers, and Radio paging, Testing Pager calls, Issuing loaner pagers, and ASCOM phones, without error.

8.9.12. General Information, i.e., opt-out directory, operating and visiting hours; patient and/or employee locations; clinic and/or ward information; office locations, and other information required to be provided by the operators within one minute of request. The contractor will provide work schedules to Business Management Service.

8.9.13. Long Distance. Placement of authorized long distance and overseas calls (upon approval by Service Chief).

8.9.14. Tracking, maintaining, and keeping appropriate tracking records (code calls, Incident reports, pager reports, and other reports as necessary).

8.9.15. Meetings. Attend meetings and provide reports as necessary.

8.9.16. Lost and Found. Operators will accept, secure, and log all lost and found items turned into them. Operators should acknowledge ownership when items are being retrieved and log return of lost item to owner.

8.9.17. Elevator Evacuation. Operators will monitor emergency calls and communicate with persons placing calls from elevators and notify Police and Engineering of stalled elevator within 15 seconds or receiving the alert.

8.9.18. Facility Directory Opt-Out. When a member of the public inquiries about a patient, the Operator will determine if the patient has opted-out of the facility directory by accessing VistA, or as indicated by an exclamation point by the patient’s name on the inpatient roster. When an inquiry is received concerning a patient who elects to opt-out of the facility directory, the response shall be, “1 am sorry, but I do not have any information I can give you on whether “name given” is a patient.”

8.9.19. Information Security Guidelines. Strict adherence to Information security guidelines, privacy and confidentiality, the Privacy Act, as well as HIPAA (Health Insurance Portability and Accountability Act) regulations and guidelines such as the facility Opt-Out listing.

8.9.19.1. Information Security and Privacy Training. All Contractor employees shall complete the VA’s on-line Security Awareness Training Course and the Privacy Awareness Training Course prior to initial hiring of employees and annually thereafter within 15 days of contract option expiration. Contractors shall provide signed certifications of completion to the COR during each year of the contract in addition to providing a signed Statement of Commitment and Understanding within the first 30 days of the period of performance for each employee. This requirement is in addition to any other training that may be required of the contractor. Failure to provide training certificate will result in termination of access to computer systems.

8.9.19.2. Office Security. Contractor must maintain office security at all times. No visitors are allowed in work area.

8.9.19.3. Key security. Maintenance, and Accountability. All government issued keys must be kept secured. Any lost keys must be immediately reported to the COR.

8.9.19.4. Essential Personnel. Telephone operators are essential employees. Regardless of inclement weather or other limiting factors, they must remain at the switchboard during emergencies.

9. INSURANCE AND EMPLOYEE BENEFITS REQUIREMENTS.

9.1. Contractor shall be responsible for protecting the personnel furnishing services under this contract. The Contractor shall provide the following coverage for its personnel:

9.1.1. Workers’ compensation

9.1.2. Liability Insurance

9.1.3. Income tax withholding

9.1.4. Social Security withholding

9.1.5. Health Benefits

9.1.6. Vacation and holiday

10. CONTINGENT SERVICES.

10.1. The contractor must have back up plans and contingencies to prevent any lapse of coverage for any reason, such as but not limited to vacations, illness, inclement weather, flooding, and natural disasters.

10.2. The Contractor shall provide a comprehensive plan detailing continuity of telephone services during contractor employee outages. The Contractor shall also have a contingency plan in the case of inclement weather or when other problems arise which, if not addressed, would impede telephone services.

10.3. The Contractor shall provide a comprehensive plan describing a methodology for providing this service when the volume exceeds 20% of the telephone workload that is normally received.

10.4. The Contractor shall ensure that Contract personnel comply with the Privacy Act and the Freedom of Information Act.

10.5. The Contractor shall ensure that regulations, manuals, telephone and FTS directories and other communications guidelines are kept updated as often as changes are made.

11. MANUALS — POLICIES PROCEDURES AND REGULATIONS.

11.1. Documents applicable to this Performance Work Statement are listed below. These documents are mandatory. At the start of this contract, the Government shall provide one copy of all mandatory regulations, manuals and specifications listed below to the Contractor. Supplements and amendments shall be updated by VA and a copy will be provided to Contractor for filling to appropriate procedures manual. 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 and up to date. The manual shall be available to the COR for inspection at any time.

11.1.1. (Facility Policies concerning Fire and Safety Programs). (GOCO only)

11.1.2. Facility Policy concerning Disaster Plan

11.1.3. Local Medical Center Policies (such as MP-3, Part 3, CFR 29 & Medical Center Memos) Standard Operating Procedures Handbook

11.1.4. Federal, State and Local Safety and Fire Regulations (Such as national Fire Codes) Privacy Act

11.1.5. Freedom of Information Act

11.1.6. MCM 111-01 Cardiopulmonary Resuscitation

11.1.7. MCM 111-12 Critical Assessment Team Policy

11.1.8. MCM 111-13 Acute Stroke Management

11.1.9. MCM 135-12 Lost and Found Program

11.1.10. MCM 129-02 Out of Operation Room Airway Management (STAT Intubation

11.1.11. MCM 136-29 Use of Overhead Paging

11.1.12. MCM 00-S-03 Comprehensive Emergency Management Program

11.1.13. MCM 138-06 Equipment and Utility Systems Restoration

11.1.14. MCM 138-10 Inspection and Testing of Emergency Generation Equipment

11.1.15. MCM 138-26 Management of Oxygen Distribution Systems

11.1.16. MCM OI & T-01 Clinical Services’ Contingency Plan for Computer Downtime

11.1.17. MCM 07-18 Guests to the Medical Center

11.1.18. MCM 00-PO-01 Privacy Policy (Facility Opt-Out)

11.1.19. MCM 07-24 Active Threat Response “Code Silver”

11.1.20. MCM 00-PS-04 Patient Accountability and Search Procedures: Wandering and Missing Patients

11.1.21. Loss of Telephone Service Contingency Plan

11.1.22. MCM 00-S-01 Safety, Occupational Health and Fire Protection Program

11.1.23. MCM OO-S-02 Emergency Management Plan

11.1.24. MCM 138-09 Elevator Evacuation Procedures

11.1.25. MCM OI&T-03 Telephone Service

11.1.26. MCM 001-05 Smoke Free Environment

11.1.27. MCM 136-14 Facility Directory Opt-Out

11.1.28. MCM 00-10 Use of Cell Phones and Wireless Communication Devices within the Medical Center

11.2 RECORDS MANAGEMENT:

11.2.1. 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.

11.2.2 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.

11.2.3. 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.

11.2.4. Birmingham VA Medical Center 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 Birmingham VA Medical Center 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 Birmingham VA Medical Center. The agency must report promptly to NARA in accordance with 36 CFR 1230.

11.2.5. 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 Birmingham VA Medical Center 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).

11.2.6. 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…