36C24923Q0006_2.docx

Presolicitation Notice Presolicitation Notice

GENERAL INFORMATION

VA Medical Facility (VAMC) Lexington

Fisher House

2250 Leestown Road

Lexington KY

COUNTRY

CONTACT INFORMATION

Network Contracting Office 9 (90C)

NCO 9

1639 Medical Center Parkway, Suite 400 Murfreesboro TN 37129

POINT OF CONTACT*

CONTRACT OFFICER

Robert S Belisle robert.belisle1@va.gov 615-225-6337

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

Fisher House Housekeeping

PART A – GENERAL INFORMATION

A.1 INTRODUCTION: The Lexington VA Healthcare System is seeking Housekeeping Services in support of the New Fisher House. The Fisher House will serve Veterans’ families by providing a safe, supportive and loving comfort home away from home at no cost while their loved one is receiving treatment at the Lexington VA Health Care System. The Fisher House is located at our historic Franklin R. Sousley Campus, 2250 Leestown RD, Lexington, KY. 40511.

A.2 BACKGROUND: The Fisher House is a newly constructed standalone building consisting of 16 private (bedroom/bathroom) suites and is approximately 13,500 square feet. It is anticipated that construction and activation of the New Fisher House will be complete and ready for occupation by January 1st, 2023. The Fisher House Building construction, furnishings, and amenities will be similar to that of a high-end hotel, providing a luxurious stay for our Veterans’ families.

A.3 SCOPE OF WORK: The Contractor shall furnish all labor, supervision, and material to provide janitorial and laundry services to support daily functions of the Fisher house as stated in this PWS.

PART B – Scope of Work Provide all supervision, and labor to:

a) The Contractor shall furnish, at their own expense, any and all supervision, and labor necessary to provide complete janitorial services to the interior and immediate exterior of the Fisher House located at Franklin R. Sousley Campus: 2250 Leestown Road Lexington, KY 40511-1052 as outlined herein. Descriptions of cleaning requirements and janitorial duties will be further defined throughout this SOW and within attachment: SOP Cleaning the Fisher House. For any discrepancies between the SOW and attachment 102 Cleaning the Fisher House, the most stringent requirement shall apply. Janitorial Supplies, Tools, and Equipment will be supplied by the Lexington VAHCS.

b) The Fisher House has approximately 13,500 square feet of cleanable space. The Fisher House consists of 2 floors, hosting a variety of areas designed for the family members or legal guardians to use while waiting for the Veteran: 16 private (bedroom/bathroom) suites, kitchen, dining room, recreation room, bathrooms, stairwells and elevators, various pieces of artwork, and all other cleanable areas both within and on the outside of the Fisher House.

c) Service shall include all common areas, guest rooms, offices, storage rooms, bathrooms, and any other usable space within the Fisher House. Exterior services shall include front and rear porches, patio, and trash collection in the direct vicinity of the Fisher house to include Fisher House parking lot, dumpster area, sidewalks, and grassy areas and flower beds around the Fisher House. Cleaning shall be performed at established frequencies (included in this statement of work) and after each guest departure. NOTE: Fisher House guests are responsible for cleaning their own bedrooms and bathrooms during their stay, and therefore occupied guest rooms will only require cleaning by the contractor once per week to refresh the room or by request from the guest or Fisher House Manager.

d) The contractor shall be responsible for collecting all linens to be sent out for cleaning, which shall include bath towels, washcloths, hand towels, shower curtains, sheets, pillowcases, duvet covers, pillow shams, blankets, comforters, mattress pads, pillows and kitchen towels. Dirty linens shall be separated and stored in Linen carts provided by the Linen Contractor. Storage areas for dirty linens will be designated by the COR.

e) The contractor shall be responsible for intake of clean linens to include stocking supply closets, restrooms, patient rooms, to include making beds and arrangement of linens, etc.

f) Typical work shall include, but not be limited to vacuuming, mopping, bathroom cleaning, kitchen cleaning, window cleaning, dusting, changing light bulbs, carpet cleaning, steam and upholstery cleaning, etc. (see frequency chart below). Each worker providing services shall be required to log in and out at the Fisher House for the beginning and end of their scheduled shifts, provide date and time, respectively, in a log provided by VAMC.

g) Work Schedules: Janitorial Cleaning Services shall be performed Monday through Friday and either Saturday or Sunday (6 days per week). It is anticipated that the janitorial contractor provides at a minimum of 2 full time on-site employees per day and ensure adequate coverage to meet or exceed cleaning requirements stated within this PWS. The Contractor shall provide coverage during all normal business hours of the Fisher House of 8:00AM to 4:30PM six (6) days a week. Coordinate working hours with Fisher House manager. The contractor shall submit a proposed detailed schedule listing proposed staffing, work hours, and contingencies for maintaining adequate coverage. The contractors contingency plan shall cover the contractor’s procedures for coverage due to call-ins, sick leave, vacation time, pandemics and so forth. This schedule shall be submitted for approval, no later than ten (10) days after contract award.

h) Additional Work Hours: The contractor shall provide for additional housekeeping hours as requested by the COR. The contractor will be notified 24 hours in advance for additional working hours needed. Invoicing for additional hours must be preapproved prior to invoicing.

i) The Following Federal legal holidays are observed by this facility: Any holidays falling on Saturday will be observed on the preceding Friday; holidays falling on Sunday will be observed on the following Monday. The contractor will not normally be required to work on Federal Holidays. Any holidays requested to work would be billed against the additional hours work allotment.

Juneteenth 19 June

j) Janitorial Specific Attachments:

1. Attachment 1: SOP 102 Cleaning the Fisher House

2. Attachment 2: Daily Inspection Log

3. Attachment 3: Weekly Inspection Log Provide all supervision, labor, supplies, equipment, transportation, facilities to:

a) The Contractor shall furnish, at their own expense, any and all supervision, labor, supplies, equipment, transportation, facilities necessary to provide complete Linen laundry services for the Fisher House located at Franklin R. Sousley Campus: 2250 Leestown Road Lexington, KY 40511-1052 as outlined herein. Descriptions of cleaning requirements and janitorial duties will be further defined throughout this SOW.

b) The contractor shall be responsible for laundering and processing all linens, which shall include bath towels, washcloths, shower curtains, sheets, pillowcases, duvet covers, pillow shams, blankets, comforters, mattress pads, and pillows. The Fisher House consists of 16 private (bedroom/bathroom) suites and is approximately 13,500 square feet.

c) All work shall be performed by skilled and trained personnel who are able to converse in English. The contractor shall provide all necessary labor, travel, supervision, equipment, supplies and coordination.

d) The contractor shall perform these services in Compliance with Standards for hotel laundry operations (Association of Linen Management) to include Infection Prevention and Control Guide. All services shall be performed by qualified Contractors who are licensed and authorized to perform the work defined herein. It is expected that all tasks shall be performed in a neat, professional manner, to present a professional appearance.

e) The contractor shall be fully responsible for any repairs and all damage to VA property, which results from the activities, negligence, or carelessness of its employees or subcontractors. All damages shall be immediately brought to the attention of the COR by the end of the workday of occurrences. If damage is not discovered on the day the work is performed, it shall be repaired within 72 hours of notification of the contractor by the VA. In cases of disputes between the COR and the contractor, the contractor shall notify the Contracting Officer, in writing as soon as possible, to avoid any delay in conflict resolution. If the Contracting Officer is not notified in writing within thirty (30) days of the date of the incident, the incident shall be considered to have been resolved to the satisfaction of the contractor.

f) Work Hours: The contractor shall pick up dirty linens and deliver clean linens at a minimum of two (2) times per week. Scheduled intervals for delivery and pickup of linens shall be coordinated and submitted to the COR no later than ten (10) Days after award for approval. In the event a scheduled pickup/delivery day falls within a Federal Holiday; the contractor shall schedule and alternate date with the COR. This would typically be the day before or the day after the observed Holiday.

PART C – SUPPORTING INFORMATION

C.1 Place of Performance:

a) Lexington VA Health Care System, Fisher House, Franklin R. Sousley Campus, 2250 Leestown RD, Lexington, KY. 40511.

b) Linen Laundry Service Contractors Place of Business (unknown).

C.2 Janitorial Requirements for Specific Tasks/Service Summary:

a) All Floors: All floors, except carpeted areas, shall be swept, dust mopped, damp mopped, wet mopped, dry buffed, and spray buffed to ensure they have a uniform, glossy appearance and are free from dirt, debris, dust, scuff marks, stains and discoloration, and other foreign matter. Baseboards, corners and wall/floor edges shall also be clean. All floor maintenance solutions shall be removed from baseboards, furniture, trash receptacles, etc. Chairs, trash receptacles and other moveable items (including long curtains- to avoid soiling on bottom of curtains) shall be moved to maintain floors underneath these items. All moved items shall be returned to their original and proper position.

b) Trash Removal: All trash containers shall be emptied and returned to their initial location. Boxes, cans and papers placed near a trash receptacle and marked “Trash” shall be removed. All liners should be replaced each time trash is removed. The trash shall be deposited in the nearest outside trash collection container. Trash receptacles shall be left clean, free of foreign matter, and free of odors. The contractor is responsible for stocking all required trash receptacles with appropriate size bags for containers. Recyclables shall be placed in the appropriate containers/bags and placed in provided recycling bins.

c) Clean Interior & Exterior Door Glass/Mirrors: Clean all interior and exterior glass, including glass in doors, partitions, walls, display cases, etc. After glass cleaning, there shall be no traces of film, dirt, smudges, water or other foreign matter.

d) Clean Stairways: All floor surfaces shall be cleaned as appropriate for floor type. Dust, grease and grime shall be removed from stair guards, handrails and baseboards. Contractor shall remove all marks, dirt, smudges, scuffs, and other foreign matter from adjoining stairwell walls to provide or maintain a clean, uniform appearance.

e) Vacuum Carpets/Area Rugs: Vacuum carpeted areas. After vacuuming, the carpeted area shall be free of all visible dirt, debris, litter and other foreign matter. Any spots shall be removed by carpet manufacturer’s approved methods as soon as noticed. All tears, burns, and raveling shall be brought to the attention of the COR. Area and throw rugs (if any) are also included under this section.

f) Clean Carpets/Area Rugs: Spot clean or shampoo dirty carpets. Spots must be removed immediately.

g) Vacuum and Clean Floor Mats: Vacuum and clean interior and exterior floor mats. After vacuuming or cleaning, mats shall be free of all visible lint, litter, soil and other foreign matter. Soil and moisture underneath mats shall be removed, and mats returned to their normal location.

h) General Spot Cleaning: Perform spot cleaning on a continual basis. Spot cleaning includes, but is not limited to removing or cleaning smudges, fingerprints, marks, streaks, spills, etc., from washable surfaces of all walls, partitions, vents, grillwork, doors, door guards, door handles, push bars, kick plates, light switches, upholstered furniture (per manufacturer guidelines), temperature controls and fixtures. After spot cleaning, the surfaces shall have a clean, uniform appearance, free of streaks, spots, and other evidence of soil.

i) General Dusting: All horizontal surfaces must be dusted or cleaned to eliminate dust collection.

j) Basic Restroom Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of work. Sweep and Mop Floor, after sweeping and mopping, the entire floor surface, including grout, shall be free from litter, dirt, dust and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be stripped, scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Shower stalls must be cleaned daily with consistent removal of water stains, soap scum, and debris. Shower fixtures shall be polished and free of Lime and soap scum daily. Urinals and toilets shall be disinfected with the appropriate disinfecting cleaners daily. The Janitorial Contractor staff will sweep and mop the floors and baseboards of the bathroom floors with the appropriate disinfecting cleaners daily. Windows, furniture, doors, walls, counters, cabinets, shower curtains, ceilings, and all fixtures shall be dusted and cleaned with the appropriate cleaners daily. Janitorial Contracting staff shall report any damage to bathrooms by documenting these issues on the maintenance log.

k) Stock Restroom Supplies: Contractor shall ensure all restrooms are stocked at all times, sufficiently so that supplies including liquid soap for dispensers, toilet tissue, paper towels and hand tissue (facial tissue) do not run out. Supplies shall be stored in designated areas. No overstocking shall be allowed. The contractor shall be responsible for stocking all required restroom supplies, i.e., hand soap, paper towels, hand tissue (facial tissue), and toilet tissue, for all restrooms (16 bathrooms (located in bedrooms), office bathroom and powder room guest bathroom. Contractor shall coordinate with COR and Fisher House Manager to determine the appropriate levels of stock to be supplied for vacant rooms and frequencies for restocking occupied rooms.

l) Cleaning Supplies, Tools and General Supplies: All cleaning supplies, tools, and general supplies necessary to complete required tasks will be supplied by the VA. This includes cleaning supplies, tools such as scrub brushes, solvents, Paper products, hand soap, sanitizers, diversity chemicals, puddy knives, etc. The contractor shall request any cleaning supplies or tools needed that are not typically supplied to the COR for consideration/approval. The contractor shall track and log all cleaning supplies, tools, and general supply stock levels and provide summaries and requests for restock to the COR and Fisher House Manager daily to ensure timely delivery of supplies and tools. The VA will deliver cleaning supplies, tools, and general supplies to the Fisher House at set intervals determined by the COR and the Fisher House Manager. The contractor will be required to offload all cleaning supplies, tools, and General supplies and stock of each in designated locations.

m) Government Furnished Equipment: The VA will supply all cleaning equipment needed to care for the Fisher House such as floor machines, vacuum cleaners, steam cleaners, etc. Each piece of equipment will be issued to the contractor and the contractor will be responsible for ensuring equipment is in good working condition. Some equipment will remain on site for the contractors use, however some items may be delivered and picked back up after use due to frequency of the needed task or storage restrictions. The COR will identify these items and provide on an as needed basis upon the contractor’s request. The contractor shall request any equipment needs at least 24 hours in advance. The Contractor shall conduct safety inspections on all equipment prior to use. The COR or Fisher House manager may request to participate or observe these inspections. Contractor shall report any damage to the COR immediately after the finding is noted. Contractor shall keep a log of all safety inspections and provide to the COR upon request. In the event a piece of equipment fails the contractor’s safety inspection, the contractor is to place the equipment out of use and notify the COR immediately. The contractor is to operate all equipment in accordance with the manufacturer’s instructions. The contractor will not be responsible for any malfunctions to VA owned equipment due to normal wear and tear and may only be held liable due to misuse or negligence to comply with manufactures instructions. Any such case of damaged equipment where liability is in question, the contractor and the COR will submit their factual finding and discrepancies to the CO for determination. The contractor shall ensure staff members have been appropriately trained for each piece of equipment prior to operation.

n) Cleaning Activities Creating Loud or Moderate Noise: Cleaning activities that generate moderate or amounts of noise shall be performed within the hours of 9:00am-4:30PM. The Janitorial Contractors staff is to take into great consideration the sake of family members and such who are needing rest as well as consideration to the Fisher House Staff members. In the event of a guest or VA complaint of loud noise, the Janitorial Contractor Staff should make every effort to reduce noise or stop task immediately and resume at a more favorable time for the guest or VA employee.

o) Cleaning of Discharge Rooms: At the beginning of each workday the contractor shall coordinate with the Fisher House Manager to identify any guest rooms scheduled for discharge and to determine list of priorities to include check-in times. Each room must be cleaned and returned to pristine condition prior to check-in and no later than same day service. The contractor shall notify the Fisher House Manager upon completion of each guest room. The Fisher House Manager and/or the COR reserves the right to inspect each room upon completion. Any deficiencies noted during these inspections shall be corrected immediately and prior to check-in.

p) Janitorial Contractors Staff and Communication Requirements: The contractor is required to ensure appropriate staffing in-order to provide cleaning standards at or above the requirements within this SOW. The Contractor is responsible for assigning and managing the Janitorial Contractor staff workload, and responsible for assuring completion and distribution of duties, required to maintain the highest quality of cleanliness within the Fisher House, and ensures compliance with the specifications of this SOW. All contractor employees working at the Fisher House must be able to communicate verbally and in writing, fluently in the English language. The contractor shall appoint a superintendent or work leader for on-site daily communication with the COR and the Fisher House Manager. The Contractor is required to provide to the CO, the Janitorial Contactor staffing information. The required form(s) will include staff names, hours of coverage, and appointed responsibilities. This form and the required information are to be received within ten (10) days after award. All new hires or employees shall be submitted to the COR for approval. The contractor shall notify the COR of any such staffing changes to include new hires and terminations.

q) Cisco Battery Operated Phones: The VA will supply each janitorial staff member with a cordless battery-operated phone for communication purposes. These phones are to remain on-site and be checked out at the front desk daily and returned to charging station at the end of each shift. The contractor will be responsible for reimbursing the government for any cost due to lost phones or damage due to misuse. These phones will be for official use only and are not for personal use. The Contractor will be expected to be available for communication by phone or in person during on duty hours. The COR will provide the contractor with a list of contacts for communication needs. Use of VA computers or access to VA network will not be permitted.

r) Building Exterior: The Contractor must remove the trash from the exterior trash cans and replace with the appropriate trashcan liners. The Contractor must clean all benches, seating areas, tables, and sweep the patio area of the exterior recreational areas. The Contractor staff must report any damage to building exterior by documenting these issues on the maintenance log. Additionally, the Contractor shall be responsible for trash pickup in the Fisher House parking lot, inside the dumpster fencing, and all trash within a 15’ range of any building point. Any trash or debris outside of these specified areas will not be the responsibility of the contractor. Mowing, weed eating, landscaping, leaf blowing/cleanup will not be the responsibility of the contractor.

s) Unserviceable Articles: Unserviceable and non-repairable articles no longer usable for the purpose intended shall be reported to the COR and Fisher House Manager and returned or discarded per the COR’s direction.

C.3 Janitorial Cleaning Frequency Chart: (This Chart does not relive the contractor from any additional requirements listed throughout this document, when a conflict exists, the most stringent requirement shall apply).

C.4 Linen Laundry Requirements for Specific Tasks/Service Summary:

a) Pick Up and Delivery Schedule: The contractor shall provide all necessary labor, travel, supervision, equipment, supplies and coordination. Contractor is to pick-up soiled linens between the hours of 11:00 am and 3:00 pm two days per week (days are negotiable) and to deliver clean linens (wrapped in clear plastic or in covered cart) from previous pick-up on next pick-up (i.e.: Monday pick-up delivered completed on Thursday, and Thursday pick-up delivered on Monday. Contractor will pick up soiled laundry two days per week from the Fisher House. In the event a scheduled pickup/Delivery days falls within a Federal Holiday; the contractor shall schedule and alternate date with the COR. This would typically be the day before or the day after the observed Holiday. All exchanges should be completed at agreed time. If an emergency situation causes laundry to be missed on one of these days, the Contractor shall pick-up/drop-off the laundry on the following business day. The Contractor shall provide a copy of receipt identifying items picked-up and delivered, including the time, date, and driver. All cleaned linens shall be listed by type and quantity for each item being delivered. Receipt shall be submitted to the Fisher House Manager upon scheduled pick-up / delivery timeframes.

b) Compliance Standards: All workmanship shall be in accordance with practices/guidelines established by the Association for Linen Management (ALM) and accepted industry standards. It is intended that services shall include all processes necessary for the laundering and finishing of the articles even though every step involved is not specifically mentioned. All services shall be performed by qualified Contractors who are licensed and authorized to perform the work defined herein. All services shall be completed in a timely manner and in accordance with the state, local, federal, and VA standards as listed in the Performance Work Statement. In no case shall clean and soiled linen share the same physical space. The Laundry Plant shall be open to inspection of sanitary conditions by the COR and/or the Fisher House representatives. After processing, laundered articles shall be in serviceable and sanitary condition, meeting established quality and performance requirement standards.

c) Linen Laundry: Fisher House will be supplied with an inventory of linens. On an as-required basis, the Fisher House will replace these linens. The contractor will not be required to replace linens, except in the case where linens are lost and/or damaged through the negligence of the contractor. The contractor shall however inventory the outgoing soiled linens, re-inventory the incoming clean linens. Items deemed too fragile to be cleaned by the laundry service due to high-temperature levels will be cleaned by the Contractors Janitorial Staff in the Fisher House washers and dryers as needed. NOTE: Fisher House utilizes “hotel” quality linens (high thread count, satin banding, etc.) vs. hospital quality linens.

d) Linen Handling Instructions: Refer to handling instructions on linen tags if available, otherwise:

I. Flat Bottom Sheets – are to be cleaned, dried, and immediately folded to avoid excessive wrinkling (pressed as needed). They are to be kept separate from other items.

II. Flat Top Sheets - are to be cleaned, dried, and immediately folded to avoid excessive wrinkling pressed as needed). They are to be kept separate from other items.

III. Pillow Cases - must be cleaned, dried, and immediately folded to avoid excessive wrinkling (pressed as needed). They are to be kept separate from other items.

IV. Pillow Protectors - must be cleaned, tumble dry on low, and folded immediately to avoid excessive wrinkling. They are to be kept separate from other items.

V. Pillow Shams - must be cleaned, dried, and immediately folded to avoid excessive wrinkling (pressed as needed). They are to be kept separate from other items.

VI. Mattress Pads/Protectors – are to be cleaned, dried, folded and kept separate from other items. NO HOT DRYERS

VII. Down Comforters – are to be cleaned, dried, folded and kept separate from other items. Must be dried on low setting.

VIII. Quilts – are to be cleaned, dried, folded and kept separate from other items.

IX. Duvets – to be dry cleaned, and immediately folded to avoid excessive wrinkling (pressed as needed).

X. Bath Towels – to be cleaned, dried, folded and kept separate from other items.

XI. Hand Towels - to be cleaned, dried, folded and kept separate from other items.

XII. Wash Cloths - to be cleaned, dried, folded and kept separate from other items.

XIII. Bath Mats - to be cleaned, dried, and kept separate from other items.

XIV. Miscellaneous Blankets and Comforters are to be cleaned, dried and folded.

e) Contaminated Laundry: The contractor shall ensure articles identified as contaminated with potentially infectious material potentially infectious (material soaked in blood, other body fluids, feces, or human tissue) shall be separated from other soiled articles for scouring them before laundering. Articles identified as contaminated with potentially infectious material will be collected by housekeeping in such a manner as to prevent the spread of microorganisms to the environment, or personnel who may be required to handle such items during transportation, cleaning or scouring in the performance of the contract. The housekeeping contractor shall ensure double bagging of all soiled potentially contaminated linens to prevent any instance where the outside of a bag used in the carrying of such linen may become contaminated, when given to the linen contractor. The linen carts shall protect the linen from spreading microorganisms when soiled and from the environment (rain, dust, contamination) and shall have closable lids. Before the linen carts (clean or soiled) are moved from; the storage location, linen facility, or mode of transportation, the lid shall be closed to protect the linen. All Fisher House linen should be processed separately from other linen using “keep-separate” techniques. The Fisher House COR and/or Manager reserves the right to visit Contractor’s plant at any time to ensure that the Contractor is using the proper procedures to process the Fisher House linen separately from any and all other linen.

f) Unserviceable Items: Unserviceable and non-repairable articles no longer usable for the purpose intended shall be returned by the contractor to the Fisher House Manager or COR in a separately marked bundle, prior to mending or patching, for directions and approval.

g) Items Found in Linen: Personal items & photos (billfolds, jewelry, glasses, dental devices, etc.), medical items (splints, etc.), found in the soiled linen carts should be safely packaged and returned to the Fisher House promptly. Any hazardous item (sharps, etc.) found in the soiled linen should be documented with a photo and then properly disposed of by Contractor. Please describe your company’s procedure for lost and found items, and attach copy of the written procedure to the COR for approval.

h) Transportation and Packaging: Contractor shall supply all carts required for the delivery of clean linen as well as carts for the pick-up of soiled linen. The linen storage carts used for the transportation shall be kept clean, neat and sanitary at all times. All linen carts of cleaned and packaged linen will be covered while in transit or laundry will be wrapped in plastic to protect the packaged linen from environmental contamination, i.e. rain, dust, or other such hazards. The COR and Fisher House Manager, prior to the beginning of the service, shall approve all carts supplied by the Contractor. Carts will be of generally uniform weight and size. All carts and other equipment must be appropriately cleaned and sanitized between loads or uses. The Contractor Shall submit a written copy of the procedure used for cleaning and sanitizing carts and other equipment. Lost/Damaged Items: The contractor shall replace any items lost or damaged due to negligence or poor work performance at no additional expense to the VA. Validation of any claims for loss or damage shall be made by the Contracting Officer (COR) based on factual (documentary) evidence produced by the VA’s representatives and/or contractor.

i) Packing Slip and Manifest: A packing slip should be attached to each cart indicating item description, actual verified quantities (pieces) and/or weight, cart number, and packer’s initials (legible). If any cart does not have the required packing slip, or if any part of the packing slip does not meet these requirements, or if the returned items do not match the count of the packing slips, the Contractor will be required to pick up the cart and return it with the proper quantity of clean linen to match the attached packing slip. The cart must be returned to the designated site by 2:00 p.m. the same day. A consolidated manifest is required for each delivery.

C.5 Performance Monitoring and Quality Assurance:

a) Quality Control: The Contractor shall appoint a project manager for this requirement. The project manager shall, at a minimum, be available by phone or for scheduled conferences. For continued performance issues, the Project manager will be expected to attend an on-site performance discussion/resolution meeting, within 3 business days of request. The contractor shall additionally assign an on-site superintendent or lead worker that will be responsible for daily communications with the Fisher House Manager and the COR. This Superintendent or Lead will also be responsible for conducting Janitorial inspections, assigning workloads, and ensuring compliance to this SOW and the Contractors Quality Control Program. The contractor shall develop and maintain a quality control program, to ensure Janitorial services and Linen Laundry services are performed in accordance with commonly accepted commercial practices and the requirements provided in this SOW. The contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. The contractor shall submit a written Quality Control Plan. At a minimum, the plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement, correcting deficiencies, Contractor’s procedures for daily and weekly inspections, Contractors internal training plan for staff members, Contractor’s communication plan, Contractor’s contingency plan to maintain adequate coverage. Contractors Plan and procedures to comply with cleaning intervals listed within this SOW, daily, weekly, quarterly, annual, etc.

b) Contractor shall provide a contingency plan: to replace staffing personnel that cannot perform the assigned job duties and tasks. Provide a detailed description of your company’s ability to replace personnel within reasonable time-period as to not affect services to the facility. The contractor is to provide a complete listing of all Key Personnel and a written Contingency Plan. The contingency plan shall address at a minimum, replacement of employees

c) Staffing: The contractor is to notify the COR within 3 calendar days of a contracted Key Personnel who resigns, is released of their duties and or when New Key Personnel is scheduled to be working under this contract. This information shall be delivered in writing by email notification any verbal communication shall be followed up in writing within the time allotted (3days). All proper background checks and other applicable documentation such for new employees shall be provided to the COR and the Contracting Officer within ten (10) days of contract award and shall maintain up to date documentation for each employee.

d) Quality Assurance: the government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the Contracting Officer a Contract Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt.

e) Communication: The Contractor will need to maintain constant communication with the Fisher House Manager and the COR on a daily basis, throughout the duration of the contract. This is critical to providing quality service and understanding prioritizing daily tasks, and methods for communications shall be included in the contractors Quality Control Plan.

f) VA Monitoring and Inspections: The Fisher House Manager and the COR will provide additional monitoring of contractor performance to ensure services are received and in accordance with this SOW and contract documents. The COR and Fisher House Manager will evaluate the contractor’s performance through frequent and intermittent on-site inspections of the contractor’s quality control program and receipt and investigation of complaints from guests or personnel. The VA inspections can be conducted at any time and may not provide advanced notice. The VA may inspect each task as completed or spot checks of certain areas.

g) Customer Complaints: The COR will inspect and make determinations of the validity of customer complaint(s). The COR will issue, in writing any corrective actions needed due to customer complaints. Any complaints requiring disciplinary actions will be reported to the CO for determination. Customer Complaints shall not exceed 1 per month.

h) The VA will Develop a Quality Assurance Surveillance Plan (QASP) that will be used to monitor contractor performance. The QASP will at a minimum address the following items:

I. Inspections: The COR and Fisher House manager will conduct inspections. Results shall be annotated on the inspection schedule. Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. The VA will utilize the Daily and weekly inspections logs included in this document to conduct inspections.

II. Unsatisfactory Inspections: Receiving four (4) or more unsatisfactory surveillances, within a 12-month period may result in unsatisfactory past performance documentation. Continued receipt of unsatisfactory surveillances during the contract period shall constitute a negative trend and the Contracting Officer may take any appropriate action in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

III. Periodic Surveillances: this method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS). Periodic surveillances will be conducted and may be adjusted, based on quality trends. The CFS or modified version thereof, shall be used for COR scheduled inspections and results documentation.

IV. Unsatisfactory inspection: (defect) Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. Repeat findings will be reported to the CO for appropriate actions.

V. Failure to meet performance threshold for any of these performance objectives shall result in a warning or letter of concern from the Contracting Officer.

VI. Customer Complaints: the COR will receive and investigate any complaints regarding contractor’s performance under this contract. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

C.5.1 Uniforms, Dress Codes: Contractor personnel shall present a neat appearance and be easily recognized as contract employees. This may be accomplished by wearing distinctive clothing bearing the company name and/or by wearing appropriate badges that prominently display the contractor’s company name or a professional appearance commensurate with standards delineated for Government civilian personnel acting in similar capacities. The uniform will clearly identify the company and the VA issued ID access card, with their picture and name (is to be always worn and visible). Employees must always present a clean, professional appearance. Everyone is expected to be well-groomed and wear clean clothing, free of holes, tears, or other signs of wear. Clothing with offensive or inappropriate designs or stamps are not allowed. Clothing should not be too revealing. Jeans, shorts and sandals are not considered appropriate or safe attire for this setting Clothing and grooming styles dictated by religion or ethnicity are exempt. Uniforms should at a minimum consist of Slacks and a collared shirt, however, sports jackets and ties are also acceptable. Uniforms shall be submitted to the COR for approval after award.

C.5.2 Special Considerations: Housekeeping staff will be trained by Fisher House Program Manager on the exact expectation of what the house/rooms are to look like once cleaned. Housekeeping staff must be assigned to Fisher House and cannot have untrained housekeepers “rotating” in/out of the Fisher House.

C.5.3 Contractor Furnished Materials: Contractor shall be required to supply all materials, equipment to perform the Linen Laundry Services. When "furnish", "provide", "install", or similar term is used it shall mean a complete installation, ready for use.

C.5.4 Qualifications of Key Personnel: The Contractor shall have been in business for a minimum of three (3) years and be licensed to provide Janitorial and Laundry services in the State of Kentucky. They must demonstrate their past-history of providing similar medical-grade janitorial and laundry services. Contractor’s employees should be knowledgeable of standards associated with this type of work. The contractor will assure that the assigned staff members have housekeeping experience, are qualified and able to provide excellent customer service. Fisher House guests are vulnerable and experiencing a medical crisis. Assigned staff must maintain appropriate boundaries and professional relationships.

C.5.5 Training Requirements: To ensure competent and safe performance of the work under this contract, the Contractor shall provide appropriate training to employees prior to the beginning of service under contract. This includes any OSHA or specified SDS training for chemicals, environment of care, etc., used in performance of the contract. Contractor Staff may be required to take additional training materials that provide education and understanding of the federal facility policies and procedures such as Privacy and HIPPA Awareness, Fire Drill and Emergency Preparedness, and Chemical Management and Safety. The CO has the right assign training to the Janitorial Contractor through the on- sight Contractor Superintendent, work leader, or point of contact. All trainings are mandatory and due to be completed within 30 days of assignment. The Contractor will be responsible for assuring adherence to assigned mandatory training. The CO has the right to request suspension of Contractor staff that have not completed the training, within the required 30 days, until training is completed. The Contractor shall develop an action plan for repeat findings requiring retraining of staff members. This action plan must be submitted to the CO for approval.