36C25226Q0498 0002.docx

5. PROJECT NUMBER (if applicable)

CODE

7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER

3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO.

1. CONTRACT ID CODE

FACILITY CODE

CODE

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

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

E. IMPORTANT:

is extended,

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

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office.

is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

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

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

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

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

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

15A. NAME AND TITLE OF SIGNER

16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30

PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243 (Type or print) (Type or print) (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code) (If other than Item 6) (Specify type of modification and authority) (such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

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

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

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer) None Department of Veterans Affairs 36C252 115 South 84th Street, Suite 101 Milwaukee

WI

53214-1476 Department of Veterans Affairs 36C252 Great Lakes Acquisition Center - HC 115 South 84th Street, Suite 101 Milwaukee

WI

53214-1476 To all Offerors/Bidders

36C25226Q0498

X X X X Reference RFQ 36C25226Q0498, the purpose of this Solicitation Amendment is to provide answer to vendor questions and update the Performance Work Statement, Section D, and attachments in response to those vendor questions. This amendment does not further extend the time for quote submission.

Solicitation 36C25226Q0498 Vendor Questions & Answers

The estimated quantities reflect 9,000 WC van trips and 5,745 sedan trips during the Base Period (approximately 3 months), projecting to approximately 36,000 WC van and 22,980 sedan trips annually. Please confirm whether these estimated quantities represent the anticipated trip volume exclusively awarded to this single contractor, or whether they reflect total facility-wide NEMT volume that may be shared across multiple vendors.

VA will make award to a single vendor who will be responsible for all estimated quantities identified.

PWS Section 2.1.1 requires all vehicles to have passed the Illinois Department of Transportation (IDOT) safety inspection. For offerors not currently operating in Illinois, please confirm whether the Government will allow a reasonable post-award cure period (e.g., 30 to 60 days) to complete IDOT inspections prior to commencing performance, or whether all vehicles must be IDOT-inspected prior to contract award.

All vehicles must meet IDOT safety inspections within thirty (30) days of award. See PWS change.

PWS Section 2.12.1 requires two on-site dispatchers at Hines VAH, Monday through Friday, 8:30 AM to 5:00 PM. Please confirm whether the Government will provide dedicated office space, furniture, telephone lines, and printer access for on-site contractor dispatcher personnel at no cost to the contractor, or whether the contractor is responsible for independently arranging workspace at the facility.

Section 2.12 requires two (and optionally three) on-site dispatchers to work from "the Dispatcher Office" at Hines VAH. Will the Government provide this office space, along with furniture and network/phone connectivity, or is the Contractor responsible for furnishing these items?

The Government will provide space and furniture at no cost, but no Contractor systems will be connected to the VA network. See PWS change.

PWS Section 6.1 provides that the contractor shall receive the flat rate for all one-way trips within a 30-mile radius of the "point of care," with mileage charges applying beyond that radius. Please confirm whether the 30-mile radius is measured from (a) the Edward Hines Jr. VA Hospital as a fixed reference point, or (b) the specific VA or non-VA facility where care is being received on a given trip. This clarification materially affects mileage billing calculations, particularly for trips to and from the La Salle CBOC, which is approximately 95 miles from Hines VAH.

The 30-mile radius will be measured from the location of the Veteran’s scheduled appointment. See PWS change.

PWS Section 3.1.1.2.1 designates the VetRide Vendor Portal as the primary source for transportation requests. Please confirm the anticipated timeline for VetRide account setup and contractor training prior to the contract start date of July 1, 2026, and identify the VA point of contact responsible for coordinating vendor onboarding.

Vendor will be onboarded to VetRide upon award and training shall occur within five (5) business days of award. The VA point of contact for coordinating will be the Contractor Officers Representative (COR). See PWS change.

PWS Section 1 requires the contractor to dedicate a minimum of 20 wheelchair vans, 20 sedans, and 45 drivers to this contract. Please confirm whether the Government has a requirement or preference for the contractor's primary vehicle staging and dispatch facility to be located within a specific radius of Hines VAH, and if so, the required or preferred proximity.

The government has no specific requirement for the contractor’s primary staging and dispatch facility to be located. Submissions with a more favorable primary staging and/or dispatch facility may be more favorably rated in technical evaluations.

PWS Section 2.11.1 states the contractor shall furnish a Certificate of Insurance within 10 days after contract award. Please confirm whether a Certificate of Insurance is required as part of the quote submission package, or whether it is required only upon contract award.

Section 2.11 allows the Contractor 10 days after contract award to furnish the Certificate of Insurance, while the Period of Performance is anticipated to begin shortly after award. Could the Government clarify whether there is flexibility in the service start date to accommodate this 10-day window alongside fleet and staffing mobilization require Period of performance will be delayed to allow for a ramp up period. Certificate of insurance will still be required within 10 days after contract award. Requirement for submission of Certificate of Liability as part of quote for evaluation is hereby rescinded.

In the Price Schedule at Section B.3, CLIN 4004 for Period 4 (October 1, 2028 through September 30, 2029) is labeled "Sedan Flat Rate" with Local Stock Number 5004. In Periods 1 through 3, CLINs 1004, 2004, and 3004 are consistently labeled "Sedan Mileage Rate: One-way mileage rate" with Local Stock Number 5004. Please confirm whether CLIN 4004 is intended to be the Sedan Mileage Rate consistent with the prior periods, or whether this represents an intentional change to the Period 4 price structure. If this is a drafting error, please issue an amendment to correct the CLIN description prior to the quote due date.

Line Item 4004 is changed to “Seda Mileage Rate: One-way mileage rate,” consistent with 1004, 2004, and 3004. (References to “Local Stock Number” are removed throughout the Price/Cost Schedule.)

The solicitation establishes a contract ordering period from Date of Award through April 30, 2029. FAR Clause 52.217-8, Option to Extend Services, is included in the contract and permits up to six additional months of continued performance. Please confirm whether exercise of the FAR 52.217-8 option could extend performance beyond April 30, 2029, and if so, whether offerors should price a separate extension period in their submissions.

An option exercised under FAR 52.217-8 would extend the period of performance beyond 4/30/2029, up to six (6) months. In accordance with FAR 52.217-8, if exercised, the specified rates will be those rates in effect under the contract each time an option is exercised under the clause. As such, no separate pricing is required.

The Technical Quote instructions state that mere statements of intent to purchase or lease vehicles may be rated as unacceptable, and that offerors should provide bills of sale, leases, negotiated purchase agreements, or leasing agreements conditioned upon contract award. Please confirm whether executed conditional leasing or purchase agreements — that is, agreements expressly contingent upon contract award — constitute acceptable documentation of fleet capability for evaluation purposes, or whether the Government requires unconditional ownership or lease documentation at the time of quote submission.

Executed conditional leasing or executed conditional purchase agreements, contingent upon contract award, would be acceptable documentation of fleet capability for evaluation purposes.

What is the average number of miles per transport?

The miles vary because of the patients’ locations and can range from 2 miles to 30 plus miles, but the average falls within the thirty (30) miles base rate.

The ceiling price for the contract is $9 million. The number of transports will far exceed this ceiling if offered at a fair and reasonable price. Can this be adjusted?

No, the ceiling will not be raised above $9M. IF pricing is determined fair and reasonable, with a proposed award that exceeds $9M, the VA will limit task orders issued to $9M, as it is an estimated quantity contract.

Due to the size and requirements for badging for all drivers and attendants, will there be a ramp up period at the start of the contract?

Is a transition-period built into the award timeline to ensure continuity to veteran transportation service between contract award and the period of performance start date (7/1/2026)?

Section 16(5) requires all contractor personnel providing services on VA grounds to obtain flash badges from the PIV office at Building 17. Given that the contract requires 45 corresponding drivers in addition to dispatch staff, what is the expected processing time per employee, and may this process begin prior to the contract start date to support timely mobilization?

There will be a thirty (30) day ramp up period from date of award. See PWS change.

VAAR 852.204-72 specifies NACI-level background investigations for personnel under this contract. May drivers and dispatchers begin performing services under an interim or provisional status while their background investigation is pending adjudication, or must the NACI be fully adjudicated before an individual may perform any work under the contract?

The background check will need to be fully adjudicated before drivers/dispatchers may perform.

Will you provide historical data for a 12-month period that includes daily information on wheelchair trips, ambulatory trips, and trip distance?

See Attachment – Historical Data in Section D

What is the applicable wage determination?

Applicable wage determinations will cover the State of Illinois and Milwaukee County, Wisconsin. See PWS change.

What counties are included in the service area?

Cook, DuPage, Will, Lake, Kane, McHenry, Grundy Kendall Counties, its associated Community Based Outpatient Clinics, (Aurora, Elgin, Kankakee, LaSalle, and Oak Lawn), Marion, Milwaukee Given the June 24th proposal submission deadline, does the VA intend to review proposals and process contract award before 7/1? Or is an bridge contract to be expected with the incumbent? That quick of a turnaround would be unprecedented in our experience.

Contracting will make a determination, as appropriate, upon receipt of quotes. A bridge extension is a possibility.

How many average daily vehicles are being used by the current Contractor?

35 vehicles on average.

Does the location and mobility team currently utilize VetRide?

Yes, Hines utilizes VetRide.

Where is the Dispatcher office located?

The dispatch office is located in the office space with transportation coordinators and in the front lobby of Building 200 where patients await transportation

Same-Day Surge Capacity: Section 3.2.1 of the PWS references maintaining on-hand vehicles to meet a same-day surge capacity described as "up to 15 two of these ad hoc requests daily." Could the Government clarify the intended same-day surge capacity requirement, as this language appears to contain a typographical error?

This sentence is intended to say “up to fifteen (15) “ad hoc” requests daily.” See PWS change.

Bariatric/Oversized Wheelchair Vehicles: Section 2.2.2 references "bariatric" patients requiring oversized or high-back wheelchairs. Does the minimum fleet of 20 wheelchair vans need to include vehicles specifically configured or rated for bariatric transport, or is this requirement addressed case-by-case within the standard WAV fleet?

This requirement is addressed on a case-by-case within the WAV fleet.

Section 5.1.4 permits the Contractor to bill for two trips when more than one patient is transported, subject to approval from the VTS or AOD (verbal approval acceptable). Could the Government clarify the expected process and turnaround time for obtaining this approval, given that it may need to occur in real time during dispatch operations?

Joint transports will be scheduled by VA only and identified in the request. The VA will not accept vendor requests to combine trips.

SAMPLE Business Associate Agreement – See Section D – shall be signed within ten (10) business days of award. Requirement for submission of signed BAA as part of quote for evaluation is hereby rescinded.

B.2 PERFORMANCE WORK STATEMENT (PWS)

1. PURPOSE: The Contractor shall furnish the necessary personnel and equipment to provide for twenty-four (24) hours 7 days a week wheelchair van and sedan transportation services to the beneficiaries of the Edward Hines Jr. VA Hospital (VAH) in Hines, IL, and associate Community-Based Outpatient Clinics (CBOC). Service will be from Veteran’s residence, Midway or O’Hare airports, or Amtrak Union Station to a designated VA facility or back, between VA facilities and non-VA facilities providing care at VA expense. Vehicles transporting patients shall not carry any person not directed on manifest sent to the contractor by a VA employee of the patient beneficiary office. The VA intends to award a single IDIQ contract for a two-year and nine-month ordering period. Actual trip quantities may vary. Contractor shall dedicate at least 20 wheelchair capable passenger vans and 20 sedans and 45 corresponding drivers for use on this contract.

2. REQUIREMENTS:

2.1 VEHICLE REQUIREMENTS: The contractor must meet all safety and mechanical standards established by Local, State and Federal statutes and regulations. Vehicles used to provide services under this contract shall meet requirements including, but not limited to the following within thirty (30) days of award. An inspection checklist shall be completed for each vehicle daily and must address at least the following items. This checklist for the applicable service date shall be kept in the vehicle. After the day is over, the checklist shall be retained by the Contractor to be made available to the Government upon request.

2.1.1 Have passed the Illinois Department of Transportation safety inspection.

2.1.2 Have functioning mechanisms which ensure that all access doors are capable of being opened from the inside and remain closed and secure during travel.

2.1.3 Have a functioning speedometer indicating speed in miles per hour and a functioning odometer correctly indicating distance in tenths of a mile.

2.1.4 Be equipped with operational air conditioning and heating systems. If the air conditioning system becomes inoperable during a day when the high temperature is forecasted to reach 79 degrees or more, the vehicle shall be immediately pulled from service at the termination of the current trip and shall not again be used for service under this contract until the air conditioning system has been repaired.

2.1.5 Have exterior free of grime, oil, or other substances and free from cracks, breaks, dents, and damaged paint that noticeably detract from the overall appearance of the vehicle.

2.1.6 Be equipped with hubcaps or wheel covers.

2.1.7 Have all body molding in place, or if removed, holes shall be filled and painted.

2.1.8 Have passenger compartment that shall be clean of dirt and free from torn upholstery or floor coverings, damaged or broken seats, protruding sharp edges and vermin or insects

2.1.9 Have unobstructed vision on all sides.

2.1.10 Be equipped with an operable two-way radio and/or cellular telephone communication system, which afford contact with the vehicle during all hours of operation. Beepers/pagers are not an acceptable substitute.

2.1.11 Have windows and doors, which can be opened and closed in accordance with manufacturer standards.

2.1.12 Not have leaks of any kind.

2.1.13 Be equipped with a functioning horn.

2.1.14 Have operable seat belts on all seats.

2.1.15 Have fully charged, certified and non-expired fire extinguisher.

2.1.16 Wheelchair vehicles shall be equipped with lifts or ramps, with a minimum lift capacity of 800 pounds, and shall have wheelchair tie down straps and effective securing devices to secure both wheelchair and wheelchair occupants.

2.1.17 Have a backup for all lift capacity. The lift shall incorporate an emergency method of deploying, lowering to ground level with a lift occupant, and raising and stowing the empty/occupied lift if the power to the lift fails.

2.1.18 A fixed seat position or a fixed secured floor or sidewall wheelchair lock shall be approved for each ambulatory or wheelchair restricted passenger being transported, according to the passenger’s needs. Driver shall ensure wheelchair locks are secured and seat belts and shoulder harnesses are in place before the vehicle is driven.

2.1.19 The Contractor shall provide the Contracting Officer’s Representative (COR) and the Alternate COR with a list of all vehicles used to provide Services under this contract, including vehicle license numbers, insurance certificates, and the current odometer reading for all vehicles prior to initiating service. An updated list shall be provided to the COR/Alternate COR monthly.

2.1.20 All vehicles shall be made available for inspection at any reasonable time (in accordance with paragraph 2.3.5) during the performance of this contract when requested by the Contracting Officer (CO) or COR. Any vehicle found not in conformity with the above standards or any vehicle receiving two (2) or more unsatisfactory findings within a five (5) day period shall be removed from service immediately. That vehicle shall not be put back in service until subsequent inspections verify correction of the deficiencies. Hines VAH reserves the right to order the immediate removal from service any vehicle not in compliance with any vehicle standards referenced herein. Failure to comply with this requirement may be cause for disallowance of compensation for services rendered in the violating vehicle.

2.1.21 The Contractor shall assign each vehicle a number that will be displayed on placard(s) within the vehicles. These placard(s) must be easily visible to any passengers transported in the vehicle. The Contractor shall provide a list of all assigned vehicle numbers by Vehicle Identification Number (VIN) to the COR/Alternate COR within 30 days of award of the contract.

2.1.22 All vehicles shall be serviced with sufficient fuel to complete patient transport without stopping to refuel during patient transport. For patient trips in excess of 150 miles refueling the vehicle is permitted as necessary.

2.2 OTHER REQUIREMENTS:

2.2.1 The contractor shall supply a wheelchair for transporting patients in all wheelchair vans. VA owned wheelchairs marked as VA Property may not be removed from the medical center without approval from the Mobility Manager, the Beneficiary Travel Supervisor, or Administrative Officer of the Day (AOD).

2.2.2 Due to weight or size, some patients may be defined as “bariatric” patients and require the use of oversized wheelchairs and/or high-back wheelchairs (supplied by the VA or the patient). Because of specialized care for Spinal Cord Injury patients, their motorized wheelchairs will need to accompany these patients in the vehicle so that the wheelchair may be adjusted to changing pressure points.

2.2.3 If a patient being transported declines to be properly belted or removes the securement devices himself/herself, the driver shall immediately notify the Contracting Officer’s Representative of this fact prior to departure or upon arrival at destination. The Contractor shall not transport any patient who refuses to be properly secured while being transported.

2.2.4 Patients using motorized electric carts (supplied by the patient) shall be secured in accordance with Federal and State regulations for transport or transfer to a manually operated wheelchair before being loaded in the vehicle. The motorized cart will be loaded separately and must be secured to the vehicle during transport.

2.2.5 Some patients may have to transfer to the standard passenger bench seat and wear the safety belt required for riding in that seat. The driver will secure the cart to keep it from moving and becoming a hazard during transit. If the patient refuses to transfer to the passenger bench seat and/or refuses to wear the appropriate safety belt, the contractor shall not transport the patient. This will be treated as a “No Load” situation, per section 4.1(2). A patient may remain in their chair if properly secured in the chair.

2.2.6 If or when patient’s medical records are transported, Contractor shall ensure that Privacy Act of 1974 guidelines are followed.

2.2.7 Contractor shall provide personal protective equipment (gloves) and spill kits to drivers to ensure they are adequately prepared to address biological fluids.

2.2.8 Contractor shall provide no more than three (3) personnel to be located at the Hines facility capable to receive daily transportation manifests and be on hand to coordinate and ensure the timely service of transportation orders to/from all facilities. At a minimum, the contractor shall have two (2) Dispatcher on-site. Contractor personnel will have office space and access to documents printed by VA employees on a VA network printer, but no contractor IT systems will be connected to the VA network.

2.3 VEHICLE INSPECTIONS:

2.3.1 The Contractor shall follow an approved inspection plan that specifies the areas to be inspected on both a scheduled and unscheduled basis, how often inspections shall be accomplished, and the company or title of the individual(s) who shall perform such inspections. Inspection reports shall be made available upon request.

2.3.2 The Hines VAH shall inspect all vehicles that are to be utilized in the performance of this contract. These inspections shall be conducted at the beginning of the contract and before each initial use of a vehicle.

2.3.3 Contractor shall not use any vehicles for this contract that do not pass inspection based on criteria in section 2.1.

2.3.4 Contractor shall contact the COR to coordinate the date, time, and location for inspections.

2.3.5 The Hines VAH shall inspect vehicles periodically to ensure vehicles meet VA standards for patient transportation. If/when periodic inspections occur, they shall be conducted at random by the Contracting Officer’s Representative (COR) and may be conducted at a Government or a Contractor facility. If conducted at a Government facility, the inspection location shall be the VA Medical Center at Hines IL (Hines Hospital), and vehicle(s) designated to be inspected will be those instructed to arrive early for a previously scheduled transportation order. If/when an inspection is to be conducted at VAMC Hines, the contractor shall have no less than two (2) hours’ notice for each vehicle to be inspected. During the two (2) hour period, the contractor shall have one (1) hour to get the respective vehicle to VAMC Hines one (1) hour earlier than the scheduled patient pick up time during which time the inspection shall occur. The contractor shall not be entitled to extra compensation for arriving to the facility early nor for inspection time. If/when an inspection is conducted at the contractor’s facility, the contractor shall have an hour notice and all vehicles performing services against the contract that are not currently transporting VAMC Hines patients, shall be subject to inspection at the discretion of the COR.

2.3.6 The Government reserves the right to conduct spot checks on vehicles without notice.

2.4 DRIVERS' DUTIES

2.4.1 The driver shall provide “through the door service” for patients to and from their designated appointments.

2.4.2 Patients are to be picked up or dropped off on the ward, at their homes, in their clinic, or at other stated areas and taken to their stated destination or appointment.

2.4.3 Assistance in maneuvering stairs and other barriers must be provided by the driver and/or attendant as necessary.

2.4.4 When a patient is delivered to or departing from a destination (i.e., a clinic or other appointment), a responsible party at the destination must be informed of the patient’s arrival by the driver or attendant. “Responsible party” is defined as any driver, professional staff at medical center, nursing home or clinic, or patients concerned other.

2.4.5 When a veteran is picked up at an airport or train station, the VA shall provide the contractor with the flight number or train number and the driver / attendant shall meet the veteran in the terminal and provide assistance for the veteran and their luggage to the vehicle.

2.4.6 Veterans that do not require any assistance will be dropped off at the South end of building 200 by the pharmacy.

2.5 ATTENDANT’S DUTIES

2.5.1 Attendants shall be provided upon request.

2.5.2 Attendants shall assist the driver with the transportation of patients as required. Such assistance may include informing responsible parties at the destination of the patient’s arrival, meeting the patient at the pickup location, escorting the patient to and from the vehicle to the pickup location and destination, and assisting the patient with entering and exiting the vehicle.

2.6 PERSONNEL QUALIFICATIONS FOR DRIVERS AND ATTENDANTS

2.6.1 The Contractor shall not replace any personnel without first notifying the VA, providing all necessary information to the VA regarding the new person, and obtaining VA approval to use the new driver.

2.6.2 The Contractor shall provide the COR/Alternate COR an updated list of personnel by the fourth day of each month when additions or deletions have been made during the previous month. The Contractor shall ensure that all drivers providing services under this contract shall have less than five (5) current points assessed against their driver’s license, none of which were assessed for “Reckless Driving.” Hines hospital reserves the right to order the removal from service under this contract, any driver who violates the provisions of this section. Contractor shall provide a readable copy of the state driver’s license as supporting documentation.

2.6.3 The Contractor shall maintain a record of each employee as to the character, current driving records and physical capabilities of performing the duties of a wheelchair, sedan vehicle driver and attendants, as well as complaints made against any contractor personnel. The Contractor shall make these records available for inspection upon request by the Contracting Officer or the COR.

2.6.4 Contractor shall conduct drug testing of all personnel (5 panel) and submit the results to the VA prior to the driver performing duties under this contract. Contractor shall likewise conduct random drug testing annually for a minimum of 10% of their employees and provide these results to the VA upon request.

2.6.5 Drivers or dispatcher shall immediately contact the Beneficiary Travel Office for approval, prior to transporting a Hines VAH beneficiary if they appear to be under the influence of drugs or alcohol, or in possession of illegal drugs. Drivers shall not transport anyone who insists on smoking during the transport, this includes drivers and attendants as well. All Contractor personnel shall display professional manners at all times. Rude or obscene behavior or language shall not be accepted.

2.6.6 Drivers shall wear clean and unsoiled uniforms of the contractor with a picture identification (ID) badge that clearly identifies the company they work for. Uniform shall consist of a collared shirt (i.e. polo shirt), slacks or shorts, and closed-toe shoes. Uniforms shall not include baseball caps or high-heeled shoes.

2.6.7 Reserved.

2.6.8 Prior to performing services under this contract and every two years thereafter, each driver shall obtain a physician’s statement, or the statement of a nurse practitioner certified by the American Nurses’ Association (or other professional nursing certifying organization having authority to certify registered nurses in advanced nursing practice) that the driver has no current medical condition that interferes with the driver’s ability to drive safely. It must be obtained before driving a special transportation service vehicle. Drivers for facilities that are licensed by the Department of Health or the Department of Human Services and required by either of those departments to provide a physician’s or nurse practitioner’s statement of health on a regular basis may substitute that form or statement for the form required in this part. A driver who has a driver’s license containing a valid school bus endorsement issued under Illinois Statutes, (or other state equal) or the rules of the commissioner of public safety, or a current United States Department of Transportation health card, may furnish a copy of that endorsement or card instead of furnishing the physician’s statement of health.

2.6.9 Each driver must be at least 18 years of age and have not less than three years of experience as a licensed driver. Each driver’s record for the past three years shall have no convictions for driving a motor vehicle without a valid current license for the class of vehicle driven; and each driver’s driving and criminal records shall have no conviction for driving under the influence of alcohol or a controlled substance, for alcohol-related driving, or driver's license revocations.

2.6.10 Each driver must pass a background check and must not have been convicted of (or have any pending charges for) a violent felony for the past five years. Drivers (and contractor) must report any new or additional charges or convictions if they arise during the course of performance under this contract so VA can review them and determine whether the driver needs to be discharged of his or her duties until the matter is adjudicated.

2.6.11 Background Investigations: 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: National Agency Check with Inquiries (NACI). This requirement is applicable to all subcontractor personnel requiring the same access. Annually thereafter, the contractor shall provide background check information for all drivers and attendants.

2.6.12 Drivers must be able to speak fluent English.

2.7 DRIVERS' CONDUCT: The following acts are not permissible by drivers that provide services under this contract or while on VA premises.

2.7.1 Use of intoxicating liquors, narcotics, or controlled substances of any kind (excluding doctor’s prescriptions which do not impair driver’s driving ability) while on duty or reporting for duty while under the influence of liquors, narcotics, or controlled substance of any kind (excluding doctors’ prescriptions which do not impair driver’s driving ability).

2.7.2 Gambling while on duty in any form.

2.7.3 Smoking, vaping, and other uses of tobacco while on duty. Both Patients and Contractor are prohibited from smoking in vehicles at any time. The smell and residual smoke may cause other patients who shall be riding in the vehicle to become ill.

2.7.4 Carrying of pistols, firearms, or concealed weapons.

2.7.5 Resorting to physical violence to settle a dispute with a fellow employee, customer(s) or the general public while on duty.

2.7.6 Spitting is prohibited.

2.7.7 Use of loud, indecent, or profane language and/or making threatening or obscene gestures toward customers or other employees.

2.7.8 Stopping for personal business, including excessive use of restroom facilities, while vehicle is occupied by a passenger. The driver shall not leave the vehicle with the key in the ignition at any time.

2.7.9 Engaging customer in a verbal confrontation in an attempt to settle a disagreement. Should a disagreement arise, the driver shall contact his dispatcher/supervisor via the radio system or cell phone (as per paragraph 2.1.10)

2.7.10 Soliciting or accepting money for any reason (including tips) from customers, companions, or others at any time.

2.7.11 Drivers who accumulate five (5) unrelated, substantiated complaints in a 12-month period shall be prohibited from providing any further services under this contract. The VA reserves the right to bar any driver from transporting VA beneficiaries should he/she violates any terms of this contract.

2.7.12 Communication via radio and/or cell phone, etc., from within any vehicle performing to meet the terms and conditions of this contract shall be in accordance with all applicable laws and regulations, policy, and, in all cases, must be conducted in a manner that does not jeopardize the safety of any person being transported.

2.7.13 Any Contractor personnel who accumulates three (3) investigated and substantiated complaints in a twelve (12) month period may be prohibited from providing any further services or duties may be adjusted under this contract.

2.8 DRIVER & ATTENDANT TRAINING REQUIREMENTS: Contractor personnel shall complete all required training before providing services under this contract.

2.8.1 Each employee shall complete four (4) hours of training in first aid (or show evidence of possessing American Red Cross First Aid Certificate) and shall successfully complete a refresher first aid course every two (2) years.

2.8.2 Driver and attendant shall have successfully completed a minimum eight (8) hours training class in the techniques of transporting and assisting elderly and physically handicapped and mentally challenged patients which shall include instruction in the following elements:

2.8.2.1 Discussion of characteristics of the aging process and major disabling conditions.

2.8.2.2 Discussion of common assistance devices used by elderly and handicapped patients.

2.8.2.3 Discussion of attitudes toward elderly, handicapped or mentally challenged patients which includes the participation of elderly, handicapped or mentally challenged patients.

2.8.2.4 Instruction in methods of handling wheelchairs.

2.8.2.5 Instruction in moving, lifting, and transferring patients.

2.8.2.6 Guidelines for transporting handicapped patients.

2.8.2.7 Instruction in the operation of lifts, ramps, and wheelchair securement devices.

2.8.3 Each employee shall be instructed in the use of a fire extinguisher, radio dispatch, and vehicle ramp operations, wheelchair lift and securement devices; and shall call 911 in a medical emergency or accident.

2.8.4 Each employee shall complete four (4) hours of classroom instruction in defensive driving and two (2) hours of abuse-prevention training provided by the Contractor.

2.8.5 The Contractor must have on file satisfactory evidence of above training, evidence that the instructor is qualified to teach the above, and the certificates for instructor and trainee/driver for First Aid available for review and inspection by the VA Contracting Officer and inspection team.

2.8.6 A record of each employee as to character and physical capability of performing the duties of a driver or attendant must be maintained and made available for inspection upon request.

2.8.7 Contractor must have on file satisfactory evidence of Prevention of Sexual Harassment training for each employee providing services under this contract.

2.9 COMMUNICATION SYSTEM

2.9.1 The Contractor shall maintain sufficient telephone capacity to ensure immediate communication access between Hines VA Hospital and the Contractor’s facility for the purposes of conducting business in the performance of the contract.

2.9.2 The Contractor shall have telephone coverage to accept calls from Hines VA Hospital seven (7) days a week/24 hour a day/365 days a year to ensure there is immediate access and communication between Hines VA Hospital personnel and the contractor. The expected call volume is typically 250-300+ calls per day (Mon – Fri) and significantly less on weekends and holidays.

2.9.3 The Contractor shall ensure the availability of mobile radio and/or cellular telephone communication with all vehicles providing transportation service at all times.

2.9.4 The contractor shall provide the COR/Alternate COR with the name and phone number of the person to contact in case of any issues or concerns with contract performance.

2.10 GLOBAL POSITIONING SYSTEM (GPS)

2.10.1 All Vehicles shall be equipped with a GPS tracking system or other system that has the following capabilities:

2.10.1.1 Line Mapping – step by step directions.

2.10.1.2 Landmark Stop – gives you point by point directions with major landmarks.

2.10.1.3 Mileage – gives you the daily travel mileage from point to point daily.

2.10.1.4 Wait/Idle Time Tracking – gives you the time a vehicle spent waiting at a pickup location.

2.10.1.5 Data must be exportable to the Government for the purpose of trip mileage and wait time verification and must accompany invoices.

2.11 CERTIFICATION OF INSURANCE COVERAGE

2.11.1 Within ten (10) days after award of the contract, the Contractor shall furnish to the Contracting Officer a Certificate of Insurance containing bodily injury liability insurance coverage written on the comprehensive form of policy of at least $500,000 per occurrence, $200,000 per person and $500,000 per occurrence for bodily injury and$20,000 per occurrence for property damage and an endorsement to the effect that cancellation or any material change in the policies which adversely affect the interest of the Government shall not be effective unless a thirty (30) day written notice of cancellation or change is furnished to the Contracting Officer. The term “shall endeavor” is not acceptable as issued by Insurance Carrier. At no point shall the contractor be operating with less than the above insurance

2.12 ON SITE CONTRACTOR PERSONNEL

2.12.1 The contractor shall provide two (2) on-site Dispatchers at the Hines VA Hospital to coordinate and monitor all trips, eight (8) hours a day, five (5) days a week (Monday through Friday, 8:30am to 5:00pm) in the Dispatcher Office. Hours may be subject to change at the discretion of the Hines VA Hospital. The Contractor may choose one (1) additional staff member (Operations Manager or an additional Dispatcher) to work on-site from the Hines VA Hospital during these hours.

2.12.2 The contractor’s on-site personnel will not work weekends and holidays. The contractor shall dispatch from their site on weekends and holidays.

2.12.3 If they are tardy make sure that the Contracting Officer Representative or Travel Supervisor is aware at Hines VA Hospital.

2.12.4 If the contractor dispatcher calls off, or leave early make sure that another member is available to dispatch at the Hines VA Hospital as soon as possible for the time-frame they are supposed to be on duty.

2.13 COMMERCIAL SCHEDULING AND TRACKING SOFTWARE

2.13.1 The contractor shall use a secure web-based software system that supports order taking, trip editing, automated scheduling, dispatching, billing, and reporting.

2.13.2 The Contractor shall furnish scheduling and tracking information to the COR or CO upon request.

2.14 SEASONAL INFLUENZA PREVENTION PROGRAM

2.14.1 Before the start of contract performance, and by November 30 of each year thereafter, all Contractor personnel providing services in VHA locations where patients receive care and all personnel who come in contact with VA patients must sign and submit to the COR the Health Care Personnel Influenza Vaccination Form to indicate whether they have been vaccinated for influenza, provide necessary documentation if they have been vaccinated, and acknowledge that they have read, understood, and agree to comply with the requirement that in the absence of vaccination they will be expected to wear a face mask throughout the influenza season when in VHA locations where patients receive care or when expected to come into contact with VA patients including transport.

2.14.2 Influenza vaccine is any FDA approved, commercially available product recommended by the Centers of Disease Control and Prevention (CDC) for the prevention of influenza in a particular season. A face mask is a surgical mask worn over the nose and mouth. Fitted N95 respirators or other respirators are not required.

2.15 COVID OR OTHER SIMILAR INFECTIOUS DISEASES

2.15.1 Contractor shall not refuse transports of COVID-19 positive or other similarly infected patients.

2.15.2 Contractor shall abide by all additional procedures and precautions that may be implemented by the VA based on VA-issued guidance and/or CDC recommendations. These procedures are subject to change throughout the life of the contract and will be incorporated via attachment (See S02 VA Guidance for COVID-19 and Other Similarly Infectious Diseases).

2.15.3 Contractor shall have a written policy of steps they will take to prevent the spread of COVID-19 or other similarly infectious diseases by their employees and/or vehicles. This policy shall, at a minimum, include procedures of screening drivers before each shift, deliberate decontamination of their vehicles and all other preventive precautions taken by Contractor employees.

TRANSPORTATION REQUEST

3.1 TRANSPORTATION REQUEST

3.1.1 A transportation request is defined as one incidence for wheelchair transportation or sedan services by the VA to the contractor and shall be one-way only. At the sole discretion of the VA, more than one patient may be transported per trip.

3.1.1.1 The contractor may be required to provide an attendant for some transportation request as deemed necessary by the VA, which may include bariatric patients as referenced in 2.2.2, but an attendant may be requested by the VA when deemed necessary for any transport.

3.1.1.2 Transportation requests may be made via telephone, facsimile, in person, or other arrangements deemed tenable by both the VA and contractor subject to change throughout the contract. Contractors must have the capability to receive orders, update ride status, input trip costs and other required data through this portal. No additional software is required by the Contractor. Contractors will be required to continuously monitor this portal in order to receive will call ride assignments and same day add on rides. The VA Travel Program Staff will be available to assist with account set-up and training for the Contractor staff.

3.1.1.2.1 The primary source of transportation request will be through VetRide vendor portal or other VA provided software.

3.1.1.2.2 Only the Contracting Officer and Ordering Officers are authorized to place transportation requests or make changes to transportation requests. Non-authorized VA employees and private agencies (e.g. nursing homes) are not authorized to place transportation requests.

3.1.1.2.3 For each order, the contractor will be given the patient’s name, pick-up appointment time, pickup address, attendant and or caregiver/escort information (if applicable), drop-off address, and any other applicable details (e.g. specific clinic, ward, room number, etc.).

3.1.2 VA Ordering Officers shall provide written, telephonic, facsimile, in person or other transportation requests to the Contractor for next day transportation requirements with the final manifests submitted by 10:00pm. It is the responsibility of the contractor to ensure they receive a final manifest, and rides are scheduled in accordance with the final manifest.

3.1.2.1 Telephonic transportation requests will be confirmed in writing upon receipt of the order.

3.1.2.2 The VA transportation office shall maintain a transportation order manifest for all transportation requests. Confirmation of receipt of the transportation order shall be made by 10:30 PM each day.

3.1.2.3 The government anticipates the majority of the transportation services will be required between the hours of 6:30 AM and 7:00 PM, Monday through Friday.

3.1.2.4 Scheduled trips are those which the contractor has been given advance notice defined as notice given by 10:00 PM the day prior to pick up for required services and a specific pick-up time.

3.1.2.5 Changes shall be made by telephone, fax or email and shall be confirmed within 30 minutes of the change being requested.

3.1.2.6 Patients waiting for return transportation [departing from a respective facility to the veteran’s drop off point (residence, etc.)] shall be picked up no later than one hour of notification.

3.1.2.7 Contractors must contact the veteran the night before or before scheduled pick-up to avoid no load fees , this contact will serve as a reminder for the Veteran that they have an appointment, inform the Veteran of the pick-up time, and verify the Veteran pick-up address, mobility status and phone number. The contractor will immediately notify the VA Hospital Transportation Office or Administrator on Duty (AOD) should any information be incorrect or if the Veteran states they do not require transportation for any reason.

3.2 SAME DAY TRANSPORTATION REQUEST:

3.2.1 During the course of the day it may become necessary to add patients to the Contractor’s list. When this occurs the VA shall notify via VetRide portal, except after hours when the VA may place an order via email, telephone, or facsimile. The Contractor shall maintain on-hand vehicles/drivers to meet surge capacity of up to fifteen (15) “ad hoc” requests daily. When requested, the “on hand” vehicles shall be immediately dispatched to the VA patient pick up location(s). The Veteran Transportation Office shall maintain a log for all same day trips (including weekend and holidays) which shall include the patients name, location/destination, time of call and requested pick up time. The contractor shall immediately (within 15 minutes) confirm the request and confirm the time the patient being to be picked up.

4. PICK UP AND DELIVERY: The appointment and arrival times determines when the Veteran is picked up. Pick-up times are determined by the VA Beneficiary Travel Office at the time the order is placed. For pickups, the contractor can arrive up to 15 minutes before a scheduled pick-up time to 15 minutes after the scheduled pick-up time and still be considered on-time. Patients must be dropped off at the scheduled drop off locations (as designated by the facility) no earlier than 90 minutes before and no later than 30 minutes prior to the scheduled appointment. Contractor must notify Veteran Transportation Office if the patient is running late to an appointment. If the Veteran is not at the location, unable or refuses to be transported the contractor shall notify the Veteran Transportation Office and shall be reimbursed for a one-way trip after VA has authorized Contractor to leave without the patient. During Hines VA Hospital regular business hours (Monday through Friday 8:00 AM – 4:30 PM), all drivers shall report to the Veteran Transportation Office/Dispatch Office at the time a patient is delivered to or picked up at the Hines VA Hospital for the purpose of logging the patient in or out. A driver may radio the on-site Dispatcher or Operations Manager to sign the log on their behalf. After hours and weekends, all drivers shall report to the Administrative Officer of the Day (AOD) at the time a patient is delivered to or picked up at the Hines VA Hospital for the purpose of logging the patient in or out.