36C25522Q0129_SOL_Screening and Escort Services.pdf

Combined Synopsis/Solicitation Notice

*= Required Field Combined Synopsis/Solicitation Notice

COVER PAGE

SUBJECT* KC-VAMC Screening and Escort Services

GENERAL INFORMATION

CONTRACTING OFFICE’S ZIP CODE* 66048

SOLICITATION NUMBER* 36C25522Q0129

RESPONSE DATE/TIME/ZONE 07-25-2022 11AM CENTRAL TIME, CHICAGO, USA

ARCHIVE 60 DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS N

SET-ASIDE SDVOSBC

PRODUCT SERVICE CODE* Q403

NAICS CODE* 621399

CONTRACTING OFFICE ADDRESS Department of Veterans Affairs

Network Contracting Office (NCO) 15 3450 S 4th Street Trafficway Leavenworth KS 66048

POINT OF CONTACT*

Contract Specialist Teresa Cabanting teresa.cabanting@va.gov

PLACE OF PERFORMANCE

ADDRESS KC VAMC

4801 Linwood Blvd.

Kansas City MO

POSTAL CODE 64128

COUNTRY USA

ADDITIONAL INFORMATION

AGENCY CONTACT’S EMAIL ADDRESS teresa.cabanting@va.gov

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. UEI: EFT:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

589-22-1-1109-0004

36C25522Q0129 06-24-2022

Denise Maynard 913-946-1978 07-25-2022

11AM CDT

36C255

Department of Veterans Affairs

Network Contracting Office (NCO) 15

X 100

X

621399

$8 Million

N/A

X

Kansas City VAMC

4801 Linwood Blvd.

Kansas City MO 64128

36C255

Department of Veterans Affairs

Network Contracting Office (NCO) 15

36C255

Department of Veterans Affairs

Financial Services Center http://www.fsc.va.gov/einvoice.asp

Austin TX

877-353-9791 512-460-5429

See CONTINUATION Page

This solicitation is for Screening and Escort Services.

The Contractor shall provide screeners and escorts per the

Statement of Work (SOW) for the Kansas City VAMC.

See CONTINUATION Page

X X

Denise Maynard

Contracting Officer

36C25522Q0129

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

B.3 STATEMENT OF WORK

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (NOV 2021)

C.2 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.3 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.4 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000) ...33

C.5 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.6 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.7 VAAR 852.212-70 PROVISIONS AND CLAUSES APPLICABLE TO VA

ACQUISITION OF COMMERCIAL ITEMS (APR 2020)

C.8 VAAR 852.219-74 LIMITATIONS ON SUBCONTRACTING—MONITORING AND

COMPLIANCE (JUL 2018)

C.9 VAAR 852.219-77 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING—

CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION (SEP 2021)

(DEVIATION)

C.10 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (JAN 2022) (JUL 2020) (DEVIATION)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (NOV 2021)

E.2 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.3 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.4 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.5 52.216-1 TYPE OF CONTRACT (APR 1984)

E.6 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.7 52.212-2 EVALUATION—COMMERCIAL PRODUCTS AND COMMERCIAL

SERVICES (NOV 2021)

E.8 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2021) (JUL 2020)

(DEVIATION)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

Company Name:

POC Name:

Company Address:

Company City & State:

POC Phone Number:

POC E-mail Address:

Company Sam.gov UEI:

b. GOVERNMENT:

Network Contracting Office (NCO) 15 3450 S4th Street Trafficway Leavenworth KC 66048

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

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Monthly in the arrears

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

Financial Services Center

Austin, TX

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

AMENDMENT NO DATE

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

ITEM

NUMBE

R

DESCRIPTION OF

SUPPLIES/SERVIC

ES

QUANTIT

Y

UNI

T UNIT PRICE AMOUNT

10,400.00 HR ________________ ________________

Screening & Escort Services: Task 1 Supervisor. The

Contractor shall provide for 5 Supervisors in accordance with the SOW and this contract.

Contract Period: Base POP Begin: 08-01-2022 POP End: 07-31-2023 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners PRODUCT/SERVICE CODE: Q403 - Medical - Evaluation/Screening

41,600.00 HR ________________ ________________

Screening & Escort Services: Task 2 Screener/Escort. The

Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Base POP Begin: 08-01-2022 POP End: 07-31-2023 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 5 Supervisors in accordance with the SOW and this contract.

Contract Period: Option 1 POP Begin: 08-01-2023 POP End: 07-31-2024 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

40,600.00 HR ________________ ________________

Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Option 1 POP Begin: 08-01-2023 POP End: 07-31-2024 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 5 Supervisors in accordance with the SOW and this contract.

Contract Period: Option 2 POP Begin: 08-01-2024 POP End: 07-31-2025 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Option 2 POP Begin: 08-01-2024 POP End: 07-31-2025 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Option 3 POP Begin: 08-01-2025 POP End: 07-31-2026 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Option 3 POP Begin: 08-01-2025 POP End: 07-31-2026 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

Contractor shall provide for 5 Supervisors in accordance with the SOW and this contract.

Contract Period: Option 4 POP Begin: 08-01-2026 POP End: 07-31-2027 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

41,600.00 HR ________________

Screening & Escort Services: Task 2 Screener/Escort. The Contractor shall provide for 20 Screener/Escorts in accordance with the SOW and this contract.

Contract Period: Option 4 POP Begin: 08-01-2026 POP End: 07-31-2027 PRINCIPAL NAICS CODE: 621399 - Offices of All Other Miscellaneous Health Practitioners

GRAND TOTAL ________________

B.3 STATEMENT OF WORK

1. OBJECTIVE

The Department of Veterans Affairs (VA), Kansas City VA Medical Center (KCVA) is seeking a Screening and Escort Service (SES) Contract. The purpose of this service contract is to provide support for the Patient Aligned Care Team (PACT) design standards and requirements per Assistant Deputy Under Secretary for Health for

Administrative Operations (10NA). PACT Space Module Design Guide (va.gov)

The overall objective of this service contract is to expedite the escort of patients and visitors throughout the KCVA campus while also providing COVID-19 screening procedures and excellent customer service. The SES will lead to enhanced patient care experience and ensure patient, visitor, and employee safety while safeguarding the

Veterans Experience Office (VEO) Mission: “To enable VA to be the leading customer service organization in government so that Veterans, their families, caregivers and survivors Choose VA”. The SES will provide services to enhance our ability to establish a PACT Space Module design by increasing our caregivers face-to face time with veterans and reducing time away from worksite while adding value to our veterans through a patient centered safety screening, car to care and

Inpatient/Outpatient/Emergency Department escort service.

Identified needs in patient services are:

https://www.cfm.va.gov/til/dGuide/dgPACT.pdf

• Patient vehicle transfer and escort assistance as appropriate (physically help a patient in and out of their car).

• Patient transfer and escort assistance within and around the facility to include

Inpatient and Outpatient services, including the Emergency Department.

• Escort assistance of lab supplies/specimen, pharmacy supplies/medications, logistics supplies, and prosthetic devices (e.g., canes, wheelchairs, etc.).

• All arrived patients, guests, and contractors screened in accordance with

COVID-19 screening procedures.

• All arrived patients, guests, and contractors greeted and connected to the appropriate staff to request VA services and care.

The purpose of this effort is to find a contractor that has the proven experience with patient flow, patient transfer, and escort assistance that can also provide staff for

COVID-19 screening upon entry into the KCVA.

The Contractors staff will primarily welcome, provide wayfinding, vehicle transfer and escort assistance to the patient/visitor desired clinic/location for appointments/meetings, Inpatient/Emergency Department escort, and provide COVID-19 screening, creating an efficient, caring, empathetic, and safe atmosphere. (See Section 5. RESPONSIBILITIES

AND DUTIES).

VA Core Values describe how VA and VA contracted staff will accomplish its mission and inform every interaction with our customers and will be adhered by all contracting staff as an extension of VA. These Core Values are: Integrity, Commitment, Advocacy, Respect, and Excellence — better known as “I CARE.” I CARE Core Values and

Characteristics are codified in our VA regulations at 38 C.F.R. Part 0 and define the standards of ethical conduct and related responsibilities of all VA employees. These

Core Values, Characteristics, and Customer Experience Principles define VA employees, articulate what VA stands for, and underscore its moral obligation to veterans, their families, and other beneficiaries. They are intended to establish one overarching set of guidelines that apply to all VA Administrations and staff offices, confirming the values already instilled in many VA employees and enforcing their commitment to provide the best experience possible to veterans, servicemembers, their families, caregivers, and survivors.

The KCVA has approximately 50,022 unique patients (FY19), with an average age of

62-69. To meet the needs of all Veterans, with timely responses and doing it the

“RIGHT” way, we need support staff roles to mobilize Veterans throughout the facility, allowing Registered Nurses, Medical Support Assistants (MSAs) and KCVA staff to continue serving all Veterans assigned to their care or service. A Nurse, Rehab

Therapist, Pharmacy Tech, etc., leaving an assigned area, postponing, or missing assessments, treatments, and care management to perform patient escort services or https://www.ecfr.gov/cgi-bin/text-idx?SID=331155b8fbe3041f05150d2eb88c449a&mc=true&node=pt38.1.0&rgn=div5 perform COVID-19 screening duties is not supportive of our commitment to a safe patient environment and keeping all Veterans at the center and of our decisions, services, and focus.

Contractor shall provide (including, but not limited to) all planning, labor, materials, supervision, supplies and services, which are required to provide an effective and efficient Escort and Screening Services for patients and guests; the services include meeting patients at the main entrance, assure a smooth arrival, provide COVID-19 screening, real-time wayfinding, and escort support around the KCVA campus to include Inpatient and Outpatient services (See Section 11. PERFORMANCE

STANDARDS). To ensure KCVA has the capability to deliver the best care possible to our Veterans.

2. GENERAL INFORMATION

a. The KCVA is an approximately 850,000 square foot facility in Kansas City, MO.

The facility contains an Emergency Department and numerous Inpatient units and Outpatient clinics, as well as ancillary services requiring patient escort during all hours of operation.

b. Based on operations at KCVA, it is estimated the SES representatives will encounter an average of 1,500 visitors per day (see Attachment “Average Daily

Encounters FY18-FY21”). It is understood the number of visitors indicated herein are only estimated quantities and may fluctuate throughout the contract period.

c. The total number of staff, number of staff per periods of the day, and the contract length of time may fluctuate as staff and leadership learn more from each contract period.

d. The total number of staff will need to be adjusted based on operational needs.

Screening services will be necessary as long as COVID 19 guidance requires screening. The Contractor will need to fluctuate staffing models as more information about COVID19 is obtained.

e. Building keys will not be provided to the Contractor. The KCVA will be opened and closed by VA security during business hours. Badge access is available and will be provided for use when doors are locked.

3. CONTRACTOR REQUIREMENTS

a. The Contractor shall have proven expertise and previous experience with patient flow, patient transfer, escort assistance. It is also preferred that the Contractor have proven expertise and previous experience with COVID-19 screening procedures. The Contractor shall consider quality of care and how their organization will help accomplish KCVA goal as a High Reliability Organization as the primary objectives during project planning and execution.

b. It is the responsibility of the Contractor to determine and propose an efficient and effective Project Staffing Plan (established posts throughout the facility). The

Project Staffing Plan shall be reviewed and approved by the Contracting Officer

Representative (COR) and Contracting Officer (CO) prior to contract activation.

c. Contractor’s staff working in this capacity must be mature, dependable, and empathetic, and be able to be courteous and respectful while communicating effectively with patients, guests, and staff.

d. All services shall be performed in accordance with industry standards, all terms, conditions, schedules, provisions, trainings, and requirements of this solicitation and any resultant contract.

e. Contractor shall ensure all services are performed in accordance with all local, state, and federal laws; including but not limited to Occupational Safety and

Health Administration (OSHA), VA, as well as and industry standards applicable to this type of services.

f. Contractor shall ensure a system that allows for the scheduling of Inpatient escort for procedures/discharge/tests/etc. and provide timely adherence to this schedule.

g. Contractor shall ensure appropriate response time and debriefs for emergent escort needs as deemed by the COR or designee.

h. The Contractor shall communicate, in writing, any changes to proposed key personnel (manager/supervisor) to the COR 30 days prior to changing personnel for VA approval.

i. A “No tipping” rule will be strictly enforced. Contractor’s staff are restricted from accepting tips of any kind. The COR may request the removal of any Contractor employee without cause if the Government suspects the employee of violating this condition.

j. Physical Requirements:

• Staff must be able to lift or carry a minimum of 51 pounds.

• Staff must be able to walk or stand for more than 8 hours.

• Reference Section 5. RESPONSIBILITIES AND DUTIES for additional information.

k. Contractor’s staff working in this capacity must be able to answer questions, provide information and direct people to the desired location, thus creating an atmosphere that is caring, yet efficient.

l. Contractor’s staff shall provide information and feedback to the COR based on general questions about performance as requested.

m. Confidentiality:

1) Contractor’s staff working in this capacity must be able to maintain strict confidentiality of patient information.

i. All staff with access to patient information in the performance of their duties needs to know their responsibilities in maintaining the confidentiality of VA sensitive information, especially patient information, by completing the annual VA Privacy and Information

Security Awareness and Rules of Behavior training. This will be provided by the VA after contract award.

ii. Under 5 U.S.C. 552a, patient health records are confidential regardless of medium. The privacy of patient information must be preserved, and the information must not be accessible to, or discussed with, any unauthorized persons, nor is the information to be discussed in public areas.

iii. Patient names and Social Security Numbers (SSN) located on the outside of the paper health record must be protected from incidental viewing by the public while in escort.

iv. Patient health records must be in control of staff member at all times and not left unattended in any public area.

v. The privacy and security of patient information stored in any media must be protected in accordance with, but not limited to: the Privacy

Act of 1974 (5 U.S.C. 552a), the Freedom of Information Act (5 U.S.C.

552); Federal Information Security Management Act (44 U.S.C. 3541);

Office of Management and Budget (OMB) Circulars A-123 and A-130;

VA Directive and Handbook 6500 Managing Information Security Risk:

VA Information Security Program; Health Insurance Portability and

Accountability Act of 1996 (HIPAA) Privacy and Security Rules (Title

45 Code of Federal Regulations (CFR) 160, and 164); VHA Handbook

1605.1, Privacy and Release of Information; and The Joint

Commission standards for privacy and security.

n. Contractor shall maintain all required General Public Liability Insurance and

Workman’s Compensation and Employer’s Liability Insurance throughout the life of the contract.

o. Staffing

1) Based on the above-mentioned daily visitor estimates, the Contractor will be responsible for adequate and efficient staffing for both screening and

Inpatient/Outpatient escort services to meet KCVA operational needs and related performance standards SEE Section 11. PERFORMANCE

STANDARDS. Contractor must ensure a manager/supervisor will be onsite during all hours of operation.

2) Phases and locations of work.

i. The COR may identify meetings, sessions, or training to be held at

KCVA. This will be coordinated from the COR to designated Contractor point of contact (POC) within 12 hours of the next business day.

ii. Contractor to assume security clearances, and basic computer training to take approximately 30-45 days to obtain.

iii. The COR and Contractor will revisit the staffing schedule every six months to ensure staffing levels and schedules are appropriate for facility visitor volumes or if screening services are still required.

iv. The Contractor shall provide an on-site Subject Matter Expert (SME) in

VA PACT design and patient flow. The Contractor shall provide on-site support for the initial six weeks. This SME shall ensure all staff are trained on all VA-documented KCVA standard of work. This will include standard of work for escorts, screeners, and contractor onsite managers. The SME shall provide hands-on training in VA processes and systems to the staff; operationalize KCVA standard work with

SES; and manage standard work change management process with

COR and KCVA leadership.

3) Contractor shall assign a multidisciplinary team to fully execute all components of this contract and provide a staffing matrix for all phases of the project including the phasing out of screening duties as appropriate, (See

Section 8. SCHEDULE FOR DELIVERABLES).

• See Section 3. CONTRACTOR REQUIREMENTS, o. Staffing, for more information.

4) To be eligible for employment, staff must:

i. Possess the ability to, physically and mentally, assist customers and resolve any customer issues that may arise.

ii. Ability to fluently read, write and speak English. Spanish or any other language is acceptable as a secondary form of communication (as needed). English is the primary form of communication at the KCVA.

iii. Drug Free.

iv. Free of Disqualifying Crimes.

v. Able to participate in required trainings.

p. Knowledge and Training Expectations:

1) All Contractor staff will be trained in providing excellent customer service demonstrating courtesy, kindness, empathetic and a caring demeanor.

2) Contractor staff shall have the proven experience with patient flow, patient transfer, escort assistance, and be able to intake solutions with the VA systems and KCVA’s documented standard work.

3) Contractor staff must possess or learn ADA/handicap knowledge and skills.

The need is mandatory, and the Contractor’s representatives shall know how to accommodate, escort, communicate, and guide our patients and guests with empathy and finesse.

4) Training related to Personally Identifiable Information (PII) and security will be provided by the KCVA for all Contractor Employees. This training will be coordinated with the COR after award.

5) All Contractor staff will be required to obtain Government issued ID/security badges. This activity will be coordinated with the COR after award.

6) All Contractor staff must successfully complete training, certifications, and approval from Office of Information Technology (OIT) prior to computer access. This activity will be coordinated with the COR after award.

7) All Contractor staff must successfully complete required trainings by the

KCVA learning organization. This activity will be coordinated with the COR after award.

q. Equipment, Supplies and Uniforms:

1) The Contractor shall be responsible for providing parts of uniforms, equipment/supplies (e.g., time clocks, clip boards, other office equipment deemed necessary to support on-site staff). Communication devices such as a phone for mangers and radios for staff as well as personal protective equipment (PPE) will be provided by the KCVA. If the Contractor has their own communication devices these must be approved by the COR and CO prior to the contracts start date, (See Section 6. IDENTIFICATION AND

UNIFORM REQUIREMENTS).

2) The Contractor shall perform a visual inspection of their staff to verify uniform standards and, if required, correct the issue to conform to the requirements.

r. Work Site / Working Conditions

1) The Contractor shall perform an on-site inspection with the COR to verify existing site conditions of designated staging areas. The Contractor shall provide the COR and the CO a written notice of any pre-existing damages.

2) The Contractor shall keep their work site clean, free of debris, including staging and storage areas used by the Contractor.

3) The Contractor agrees to protect all building premises from damage and agrees to take necessary protective precautions and agrees to be held financial responsible for all damages transpired by the contractor

(accidentally, or on purpose).

4. HOURS OF OPERATION/SCHEDULES

a. Contractor shall provide 24-hour coverage for Screening and Escort Services including nights, weekends, and Holidays.

b. Hours of peak outpatient usage are 7:30 a.m. – 11:00 a.m. (0730 – 1100 hours) and 1:00 p.m. – 2:00 p.m. (1300 – 1400 hours). Hours of peak Inpatient usage are 6:00 a.m. – 7:00 p.m. (0600 – 1900 hours). The Contractor shall adjust and impose alternate schedules accordingly to meet Outpatient and Inpatient influx and flow. Overtime is not available under this contract.

c. The Contractor’s Supervisor’s shifts are expected to cover on-site operations 24-hours; at least one (1) supervisor/manager on-site at all times, it is recommended to have at least three (3) employees to be on-site during peak hours for outpatient escort; at least four (4) employees to be on-site during peak hours for

Inpatient/Emergency Department escort; at least three (3) employees to be on-site during peak hours for screening services 0500-2000, at least two (2) employees to be on-site for screening services 2000-5000. This may be adjusted by KCVA and COR for operational needs and is ultimately up to the contractor to decide how best to staff the service and provide sufficient coverage.

d. SPECIAL EVENTS: The COR will be responsible to notify the Contractor’s

Supervisor at least two (2) weeks prior or as soon as possible for any special event(s).

e. KCVA business hours are Monday-Friday, 7:30 a.m. – 5:00 p.m. (0730– 1700 hours), excluding Federal Holidays, and any other day specifically declared by the President of the United States to be a Federal Holiday.

f. Observed Holidays by the Department of Veterans Affairs:

Martin Luther King’s Birthday 3rd Monday in January

President’s Day 3rd Monday in February

Memorial Day Last Monday in May

Juneteenth June 19th

Fourth of July July 4th

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veteran’s Day November 11th

Thanksgiving Day Last Thursday in November

Christmas Day December 25th

5. RESPONSIBILITIES AND DUTIES

a. Contractors staff will primarily welcome, provide COVID-19 screening, provide wayfinding assistance, and escort patients and guests to their desired Inpatient and Outpatient clinic/location; including, but not limited to parking lots, bus stop, to and from their vehicles, exam rooms, Inpatient and Outpatient clinics, Emergency Department, as well as patient pick up and drop off locations.

1) Staff to understand and maintain I CARE Core Values and Characteristics as codified in VA regulations 38 C.F.R. Part 0

2) Staff must be reliable and be able to be held accountable.

https://www.ecfr.gov/cgi-bin/text-idx?SID=331155b8fbe3041f05150d2eb88c449a&mc=true&node=pt38.1.0&rgn=div5

3) Staff to maintain and oversee KCVA owned wheelchair inventory for usage to include sanitation between use and returning misplaced wheelchairs throughout the KCVA campus.

4) Staff will be standing and or walking patients and guests around for at least 90% of their tour of duty.

5) Staff will be utilized primarily for Inpatient and Emergency Department escort throughout facility as needed, transfer of patients from personal vehicles into facility, and COVID screening services at entrance of KCVA facility.

i. Escort of patients will include transport via wheelchair, stretcher, or hospital bed.

ii. Transfer of patients from personal vehicles may include the use of mechanical lifts.

6) Although, duties may call for the employee to escort, walk, etc. patients and guests throughout the KCVA; there shall be at least two (2) employees who remain within immediate visual area to immediately assist patients with wayfinding.

7) Staff must possess critical thinking skills to manage urgent patient & visitor needs and escalate to VA medical professionals as appropriate.

8) Staff will greet every visitor with a smile and a polite greeting.

9) Staff will provide COVID-19 screening procedures as outlined in KCVA COVID-19 Standard of Work.

10) Staff will perform other duties that include, but not limited to the escort of lab supplies/specimen, pharmacy supplies/medications, logistics supplies, and prosthetic devices (e.g., canes, wheelchairs, etc.), throughout the KCVA facility.

11) Staff will be utilized in the case of emergency or system failure (e.g., power outage, tube system outage, etc.) to assist with escort needs or needs requested by the COR as a contingency.

b. The Contractor will designate on-site supervisor/managers as a representative of the Contractor to be onsite to cover 24-hour operations.

1) On-Site Supervisor/Manager Duties:

i. Duties of the supervisor/manger will hire/staff, train, schedule, coordinate and manage staff to successfully achieve the objective of this SOW.

ii. Duties of the supervisor/manger shall include, but not be limited to, customer relations, training and improving all staff services, improving

SOW related to this contract, coordinating, and scheduling all work and additional services.

iii. On-site supervisor/manager is responsible for verifying all staff adhere to Section 6. IDENTIFICATION AND UNIFORM REQUIREMENTS.

iv. On-site supervisor/manager is responsible for enforcing the no tipping policy.

v. The on-site Supervisor/Manger is responsible for adhering to the

MEETING AND REPORTING REQUIREMENTS in Section 7.

vi. On-Site supervisor/manager is responsible for notifying the VA immediately of any areas that may pose a safety hazard to patients, guest, and staff. It is the responsibility of the on-site supervisor/manager to see that all incidents are logged in the daily log, and reported to the COR, Nursing Officer of the Day/Administrative

Officer of the Day (NOD/AOD), and other designees identified by the

COR.

vii. All incidents shall be summarized with event and action take in a monthly incident report; and delivered to the COR and/or designee.

viii. On-site supervisor/manager will coordinate with COR’s education

POCs to ensure consistent training, knowledge transfer and support to volunteer staff.

2) Contractor Staff Responsibilities include but are not limited to:

i. While on duty, staff shall be prepared for patients, guests, and visitors.

ii. Staff will greet every visitor with a smile and a polite greeting.

iii. Staff will assist parking patients and guests as needed by moving wheelchairs and carts to/from their automobiles, as well as providing assistance to patrons getting in and out of vehicles as needed.

iv. Staff will provide COVID-19 screening of all KCVA guests and visitors.

v. Staff will escort and assist wheelchair passengers carefully and courteously throughout the KCVA campus and make sure patients get to their desired location.

vi. Staff will escort Inpatient and Emergency Department patients via wheelchair, stretcher, or hospital bed between units and ancillary departments.

vii. Staff will maintain the entrances and common areas appearance of the entrance.

viii. Staff shall be familiar with the KCVA facility and provide directions to facility visitors.

ix. Staff will be trained to field questions that patients have regarding facilities and services and will be expected to understand escalation procedures for patient and visitor requests should the question or need be beyond the scope of the staff member.

x. Staff will be capable of critical thinking skills to handle urgent care/emergency care situations which will be escalated to medical professionals.

xi. Staff are restricted from accepting tips of any kind. The “No tipping” rule will be strictly enforced. The COR may request the removal of any staff member without cause if the Government suspects the employee of violating this condition.

xii. At the end of their shift, the work areas will be secured, all wheelchairs and other escort devices (e.g., lifts, canes, scooters, and wheelchairs) stowed away to their assigned locations.

xiii. Staff will turn over their post to either another staff member or to the on-site supervisor.

6. IDENTIFICATION AND UNIFORM REQUIREMENTS

a. All Contractor staff and/or approved Sub-contractors shall always wear visible identification (company and individual name tags) and present a professional appearance under the performance of this contract. Staff are also required to wear, Government issued, Personal Identity Verification (PIV) cards.

1) Contractor’s staff will dress in business casual attire and visibly wear their

Government VA issued PIV cards during operational hours.

2) All Contractor staff shall be scent-free, clean, and groomed.

3) Contractor has the option to require the manager/supervisor to wear uniform similar to the Staff members with visible identification or business casual attire.

i. Business casual is defined as a solid-colored, Pollo or long sleeve

(button up) dress shirt; dress pants/appropriate skirt (for women).

ii. Khaki is acceptable.

iii. Jeans (blue jean or colored) are not acceptable when on-site.

4) Contractor staff uniforms shall consist of the items listed below. At all staff members will wear approved uniforms while on-site at the KCVA.

JOHN/JANE SMITH

Screening and Escort Service

5) Uniforms must be regularly laundered, clean, free of stains/soils and free of adverse odors.

6) Scent-free sensitive workplace. Request staff avoid wearing scented products which may irritate patients, guests, co-workers, and staff.

7) When attending meetings, trainings, etc. Contractor staff members are to wear business casual attire.

7. MEETING AND REPORTING REQUIREMENTS

a. Meetings:

1) The Contractor shall attend a kick-off meeting expected to be scheduled within five calendar days of contract award. This meeting will be held over the phone or virtual (e.g., Microsoft Teams).

2) Throughout all phases of awarded contract, the Contractor shall anticipate at minimum, a monthly progress meeting with the designated COR.

3) The Contractor on-site supervisor/manger is responsible for attending daily morning VA huddles held at the facility in person and/or virtual. These meetings are to be attended by the supervisor/manager only.

4) The Contractor on-site supervisor/manger is responsible for attending VA leadership meetings as requested. Meetings are to be attended by the supervisor/manager only.

5) The Contractor shall attend (in person) a close-out meeting expected to be scheduled within 30 calendar days of the final Contractor-performed activity.

The Contractor shall provide all outstanding deliverables at this meeting. This meeting will be held over the phone, virtual or on-site at the KCVA facility.

6) The Contractor shall participate in additional meetings as required by the

COR.

b. Reporting Requirements:

1) The Contractor shall immediately notify the VA Police and Security in the event of an emergency, or if an individual (employee, patients, and visitors) requires medical assistance (e.g., injured, or stranded persons) and log the incident with NOD/AOD & COR.

2) The Contractor (on-site supervisor/manager) is responsible for tracking, responding, and reporting of all customer service complaints to the COR or designee within 24hrs of complaint.

3) The Contractor (on-site supervisor/manager) is responsible for reporting incidents, or any violations noted during the performance of his/her duties to the appropriate Service Line Representatives to include COR, NOD/AOD, Police, Safety, and/or Voluntary Services.

4) Throughout all phases of the contract the Contractor shall immediately communicate any identified issues to the COR that may create or have created any performance issues.

c. Coordination & Incident Logs:

1) The Contractor (on-site supervisor/manager) shall notify the COR or designee, of any unusual events, including but not limited to accidents, safety problems, patients un-belting themselves and other such incidents that occur, which involve any VA patient being escorted under this contract. The COR or designee shall be notified within one (1) hour of the occurrence of the incident(s) by telephone and, if requested by the COR and/or CO, a written report of the incident(s) will be delivered to the COR or his/her designee by close of business the next working day. Failure to comply with provisions may be grounds for Termination for Cause.

2) The Contractor is responsible for maintaining, and compliance with, daily incident logs in a monthly report to the COR and the Chief of Safety.

3) The Contractor shall provide the COR and Chief of Safety with monthly progress reports (original plus one copy, or one (1) electronic Portable

Document Format (PDF) document. Reports are due to the COR by the second workday of each month throughout the contract's duration.

The monthly progress report shall cover the following:

- Any problems, incidents that arose, along with a statement explaining how the problem was resolved.

- Any problems that have arisen but have not been completely resolved, with an explanation.

- Any new risks identified during the preceding status period.

- All work completed during the preceding status period compared to the planned activities.

- The work to be accomplished during the subsequent status period

8. SCHEDULE FOR DELIVERABLES

(Section a. will be a part of the “Factors” to evaluated for the solicitation phase) :

a. In accordance with this SOW, the Contractor shall produce the following deliverables, at time of proposal, and will be living documents throughout the performance of the contract:

1) Contractor has proven experience with patient flow, patient transfer and escort assistance within a VHA Healthcare system.

2) Training plan to ensure all staff are fully trained and proficient with the

KCVA’s standard work for the VA’s system.

3) Staffing Plan and Organization Chart.

4) Transfer Scheduling Method Inpatient (Please note, any electronic scheduling system that will utilize VA Network will need to be approved by VA Office of

Information Technology (OI&T) guidelines and the COR).

5) Evidence showing the proposed supervisor and lead(s) have experience with

VHA Healthcare system patient flow, patient transfer, screening, and escort assistance services.

b. The Contractor shall further develop and maintain a proposed project management plan to include the above listed deliverable documents, as well as a

High Reliability Organization (HRO) Debrief Report with the COR to include lessons learned/improvement opportunities.

c. If for any reason any deliverables, further developed, cannot be completed within the scheduled time frame required, to meet the activation date, within three (3) days of discovery the Contractor shall submit in writing to the CO and to the COR the reason for the delay including a firm commitment as to when the work will be completed. This notice to the CO and COR shall cite the impact on the overall project and include the project’s schedule, and risk. The CO shall then review the facts and issue a response, in accordance with applicable regulations.

9. GOVERNMENT FURNISHED ITEMS/PROPERTIES

a. The KCVA will provide the Contractor a location space at the KCVA campus large enough to accommodate the onsite supervisor with one (1) workstation to include desk, chair, phone, and Personal Computer (PC) with monitors. The functional intent of this space is to provide a home base for the supervisor to report incidents, check-in and out for shifts, scheduling of escorts, return equipment to charge, and run reports. Other items to be brought on to the KCVA campus to support this space will need to be approved by the COR (e.g., lockers, fridge)

b. In support of the SOW, and as determined, the KCVA will provide access to computers as needed. NOTE: All Contractor staff must successfully complete training, certifications, and approval from OI&T prior to access. (see Section 3

Contractor Requirement, p. “Knowledge and Training Expectations”)

c. The KCVA will provide a communication device (phone and PC) for the Contractor’s onsite supervisor/manager use to communicate to all necessary KCVA personnel.

d. The KCVA will provide communication devices (Radios) for the Contractor’s onsite staff to use to coordinate duties unless the contractor provides a communication device approved by the COR (Please note that any communication device that would be using the VA network will need to be approved by VA OI&T).

e. The KCVA will provide all proper PPE Supplies required for patient escort and screening.

f. The Contractor shall be responsible for any loss or damage to any property provided to the Contractor by the KCVA.

g. Any items/property that is damaged or lost will be replaced by the Contractor to the satisfaction of the KCVA at no additional cost to the VA.

• Other than the location space and workstation for onsite supervisor/manager, communication devices, and PPE supplies provided by the KCVA, the VA will

NOT be furnishing additional items/property. If items/properties are provided, they will be identified in writing and agreed upon between the Contractor and

COR after award.

h. Prior to the release of the final payment, all VA furnished equipment/property must be returned to the COR in same or better condition as it was issued.

10. CONTRACTOR/PROVIDED EQUIPMENT/SUPPLIES

a. Contractor shall furnish all required supplies, materials, personnel, signage, and any necessary equipment (e.g., work vests, name tags) required to perform the services defined herein. See Section 6. IDENTIFICATION AND UNIFORM

REQUIREMENTS.

b. Uniform will be proposed and agreed upon by the VA’s COR and the Contractor.

All uniform styles must be approved by the COR prior to implementation.

11. PERFORMANCE STANDARDS

a. The Contractor will staff appropriately to demonstrate an efficient operation with appropriate response times. An efficient operation is defined as: a patient or guest waits no more than one minute to be acknowledged by a staff member for outpatient services. Inpatient transfers must have the ability to be scheduled ahead of time and will require timely adherence to the agreed upon schedule

(Please note, any electronic scheduling system that will utilize VA Network will need to be approved by VA OI&T guidelines and the COR). Inpatient escort requests should field to the staff within 1 minute of receiving request, the escort must meet the requester/escorted within 5 minutes of notice and be able to escort patient/items to the final destination within 10 minutes of notice. After escort has taken place, it should not take any more than 5 minutes for the escort to return to designated operations. Overall, no routine escort should take longer than 15 minutes from request to return of escort.

b. The KCVA is relying on Offeror’s expertise when preparing (planning) staff and escort matrix and schedules. The mentioned estimates above are provided as a general guideline.

c. The COR or designee will make periodic unannounced inspections and will audit the turnaround time to assure the Contractor is in compliance with this SOW and to ensure the Contractor’s ability to manage patient and guest flow in coordination with VA’s system.

d. Contractor will be periodically audited to assure that the Contractor is putting the

Veteran first and is providing a safe and efficient operation.

e. If required by the COR, the Contractor will, at its sole cost and expense, perform a drug screen and criminal background check on all Contracted employees of the

Contractor who will provide services under this agreement. The Contractor agrees to terminate immediately any employee, if at the sole discretion of the

KCVA, posts a risk to the health or safety of any Contractor employees or individual requiring services or if the COR disapproves of the conduct of any of the employees identified or interferes with the business or operations of the hospital.

12. PARKING, SMOKING, AND VA REGULATIONS

a. On-site parking is available for VA patients, guests and employees and will be made available for Contractor employees/sub-contractors. The COR will identify appropriate parking for Contractor’s staff.

b. KCVA will not invalidate or make reimbursement for parking violations of the

Contractor or their employees/sub-contractors under any conditions.

c. Smoking will NOT be allowed on the KCVA campus while the Contractor is under performance of the subject contract. The COR may request the removal of any

Contractor employee without cause if the VA suspects the employee of violating this condition.

d. The Contractor shall abide by a zero-tolerance policy for drugs and alcohol. The

Contractor shall provide proof of drug screening upon CO or COR request. The

COR may request the removal of any Contractor employee without cause if the

VA suspects the employee of violating this condition.

e. Possession of weapons are prohibited on all VA campuses.

f. Enclosed containers, including tool kits, shall be subject to search.

g. Violations of VA regulations may result in a citation answerable in the United States (Federal) District Court, not a local district state, or municipal court.

13. CELLULAR PHONE USE

a. Personal cell phone use is not permitted while on duty but is permitted in designated break-room areas and/or outside away from main entrances.

b. Cellular phones and two-way radios are not to be used within six feet of any medical equipment.

14. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

a. The Contractor shall maintain sufficient staff to be responsive to the patients, visitors, and guests.

b. Contractor employees/sub-contractors shall be eligible to work in the United

States of America.

c. Contractor employees/sub-contractors will comply with all KCVA security, access and badging, and training requirements.

d. Security clearances will be coordinated with the designated COR after award.

15. GENERAL CONFIDENTIALITY AND NONDISCLOSURE

It is agreed that:

a. The preliminary and final deliverables, and all associated working papers and other material deemed relevant by the VA which has been generated by the

Contractor in the performance of this contract or any Task Order are the exclusive property of the Government and shall be submitted to the CO at the conclusion of the contract.

b. The CO will be the sole authorized official to release, verbally or in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this contract. No information shall be released by the

Contractor. Any request for information relating to this contract, presented to the

Contractor, shall be submitted to the CO for response.

c. Press releases, marketing material, or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

16. CHANGES AND MODIFICATIONS

a. All modifications to the contract will be in accordance with FAR Clause 52.212-4, Contract Terms and Conditions - Commercial Items, par. (c) Changes. The CO is the only person who can make changes to the contract.

b. Any changes to this contract shall be authorized and executed through written correspondence on a Standard Form (SF-30) by a CO. A copy of each change and resulting contract modification shall be kept in a project folder along with all other products of the project. Costs incurred by the Contractor through the actions of parties other than the CO shall be the total responsibility of the Contractor and no additional cost shall be charged to the Government.

END OF STATEMENT OF WORK

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL

PRODUCTS AND COMMERCIAL SERVICES (NOV 2021)

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

Government must exercise its post-acceptance rights—

(1) Within a reasonable time after the…