36C25724Q0642 Solicitation.pdf

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

549-25-4-046-0066

36C25724Q0642

Lesley Kitchen none 07-19-2024

3PM CDT

36C257 Department of Veterans Affairs NCO 17 North Texas Healthcare System Regional Procurement Office West (RPO-W) 124 E. Hwy 67, Suite 100 Duncanville TX 75137

X 100

X

561990

$16.5 Million

N/A

X

36C257

Department of Veterans Affairs VISN 17 North Texas Healthcare System

4500 S Lancaster Rd Dallas TX 75216

36C257

NCO 17

Department of Veterans Affairs North Texas Veterans Health Care Center

This is accomplished through the Tungsten Network located at:

http://www.fsc.va.gov/einvoice.asp This is mandatory and the sole method for submitting invoices.

(877) 353-9791 (512) 460-5540

See CONTINUATION Page

Description: Patient Escort Services

The Contractor shall provide Patient Escort Services in accordance with the PWS. This acquisition is IAW FAR Part 13

NOTIFICATION TO OFFERERS:

Offerors must complete and return all information designated in section E prior to the time specified in block 8 of the

SF 1149 Pg. 1.

Blocks 30a, 30b, and 30c on page 1 of the SF 1449 must be completed and signed in order to be considered for award.

Required documents and instructions for quote submission are included in the Addendum to FAR 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services.

See CONTINUATION Page

X 1

Latasha Messer Contracting Officer

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 DELIVERY SCHEDULE

B.4 PERFORMANCE WORK STATEMENT

SECTION C - CONTRACT CLAUSES

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

AND COMMERCIAL SERVICES (NOV 2023)

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)

C.5 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.6 VAAR 852.201-70 CONTRACTING OFFICERS’S REPRESENTATIVE (DEC 2022

C.7 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.8 VAAR 852.219-76 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING—

CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION (JAN 2023)

(DEVIATION)

C.9 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS (NOV

2018)

C.10 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020)

C.11 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (FEB 2024)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

D1. WAGE DETERMINATION 2015-5227 REV 22

SECTION E - SOLICITATION PROVISIONS

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

1998)

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

SERVICES (NOV 2021)

E.3 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.4 52.204-29 FEDERAL ACQUISITION SUPPLY CHAIN SECURITY ACT ORDERS—

REPRESENTATION AND DISCLOSURES (DEC 2023)

E.5 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018) ... 53

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

E.7 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION (SEP

2018)

E.8 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.9 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—COMMERCIAL

PRODUCTS AND COMMERCIAL SERVICES (FEB 2024)

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: Name: _____________________________ Address: _____________________________

City/State/Zip:_____________________________

POC Name:_____________________________

POC Phone: _____________________________ POC Email:_____________________________

DUNS:_____________________________

TIN:_____________________________

b. GOVERNMENT: Contracting Officer 36C257 Latasha Messer Latasha.Messer2@va.gov

Department of Veterans Affairs NCO 17 North Texas Healthcare System Regional Procurement Office West (RPO-W) 124 E. Hwy 67, Suite 100 Duncanville TX 75137

Contract Specialist 36C257 Lesley Kitchen Lesley.kitchen@va.gov Department of Veterans Affairs NCO 17 North Texas Healthcare System Regional Procurement Office West (RPO-W)

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

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Monthly

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

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

AMENDMENT NO DATE

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

12.00 MO __________________ __________________

Outpatient Escort Contracting Services, Base Year for Bonham, Dallas, Fort Worth, and Garland (POP 9/30/2024 to 9/29/2025).

Contract Period: Base POP Begin: 09-30-2024 POP End: 09-29-2025

Fort Worth, and Garland Contract Period: Option 1 POP Begin: 09-30-2025 POP End: 09-29-2026

Fort Worth, and Garland Contract Period: Option 2 POP Begin: 09-30-2026 POP End: 09-29-2027

GRAND TOTAL __________________

B.3 DELIVERY SCHEDULE

ITEM

NUMBER SHIPPING INFORMATION QUANTITY

DELIVERY

DATE

Ship To: North Texas Healthcare 4500 S Lancaster Rd Dallas, TX 75216

12.00 08-30-2024 to 08-29-2025

4500 S Lancaster Rd Dallas, TX 75216

12.00 08-30-2025 to 08-29-2026

4500 S Lancaster Rd Dallas, TX 75216

12.00 08-30-2026 to 08-29-2027

B.4 PERFORMANCE WORK STATEMENT

1. OVERVIEW: The Contractor shall provide all personnel, equipment (excluding Staxi chairs/wheelchairs/stretchers) supervision, tools to carry out outpatient Escort Services for the Department of Veterans Affairs at VA North Texas Health Care System.

2. GENERAL INFORMATION: The purpose of this contract is to provide outpatient escort services for Veteran patients and guests at VA North Texas Health Care System. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving this.

The U.S. Department of Veteran Affairs is planning for multiple locations and entrances for escort services to assist Veteran patients and visitors at VA North Texas Health Care Campuses (Dallas, Bonham, Fort Worth Outpatient Clinic, Garland).

3. ANTICIPATED PERIOD OF PERFORMANCE: The Contractor is to provide all personnel, equipment (excluding Staxi chairs/wheelchairs/stretchers), supervision, etc. to provide outpatient escort services at VA North Texas Health Care System in accordance with the Performance Work Statement (PWS), terms, conditions, provisions, specifications, and schedules of this solicitation. The contract period will consist of a base period with two (2) one-year renewable options at the government’s discretion.

Base: August 30, 2024 – August 29, 2025 Option Year One: August 30, 2025 – August 29, 2026 Option Year Two: August 30, 2026 – August 29, 2027

4. ESCORT SERVICES AND HOURS OF PERFORMANCE:

Proposed hours of operation are below Monday through Friday. The Contractor shall adjust the level of escort needs as necessary to ensure an efficient operation. If deemed necessary by the Government, the hours of operation may be periodically adjusted based upon volume and demand.

Days of Operations: Monday, Tuesday, Wednesday, Thursday, Friday o Dallas – 6:00am – 6:00pm (Escort service) o Bonham – 7:00am – 4:30pm (Escort service) o FWOPC – 7:00am – 4:30pm (Escort service) o Garland – 7:00am – 4:30pm (Escort service)

PLACES OF PERFORMANCE:

1. Dallas VA Medical Center 4500 South Lancaster Road Dallas, Texas 75216

2. Fort Worth VA Outpatient Clinic (FWOPC) 2201 SE Loop 820 Fort Worth, TX 76119

3. Sam Rayburn Memorial Veterans Center (SRMVC) 1201 E. 9th St.

Bonham, TX 75418

4. Garland VA Medical Center 2300 Marie Curie Blvd Garland, TX 75042

FEDERAL HOLIDAYS:

When a holiday falls on a Sunday, the following Monday shall be observed as a legal holiday by U.S. Government agencies. When a holiday falls on a Saturday, the preceding Friday shall be observed as a legal holiday by U.S. Government agencies. Also included would be any other day specifically declared by the President of the United States as a National Holiday. Observance of such days by Government personnel shall not be cause for additional period of performance or entitlement to compensation except as set forth in the contract. If the contractor's personnel work on a holiday, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost. The contractor agrees to continue to provide sufficient personnel to perform round-the-clock requirements of critical tasks already in operation or scheduled and shall be guided by the instructions issued by the contracting officer or his/her duly authorized representative.

SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in the utilization of escort needs for Veteran outpatients or visitors to the facility. Contractors shall be required to adjust the level of needs to accommodate.

5. PERFORMANCE AND NOTIFICATION:

• Electronic Transmissions: The Contractor shall email during the period of performance to communicate requirements such as patient incidents, requests for services, special correspondence, etc. with the VA.

• Contractor Personnel Roster: Within seven (7) days after contract award the contractor shall provide the following employee information:

1. Name

2. Position

3. Title, and

4. Work assignment area

• Thereafter, any personnel changes shall be submitted prior to any changes occurring and only after approval of the Contracting Officer.

6. CONTRACTOR PERSONNEL QUALIFICATIONS:

The Contractor shall be required to furnish all necessary and appropriate labor, supervision, materials, equipment, and supplies to provide Escort Service in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein.

The Contractor shall provide Escort Services to handicap Veterans/Visitors for Outpatient Services at designated entry points that have been identified by the Department of Veterans Affairs. Escort Service shall be intended to accommodate Veteran patients, their family members, and disabled visitors.

a) Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. Contractor shall furnish an identifying badge with name, function, and name of Contractor and a photograph of the employee.

b) Contractor shall complete and provide proof of all background checks on escort staff that meet the requirements of the VA.

c) Contractor will be required to provide customer service training initially and annually to escort staff, as well as attend VA customer service training when appropriate.

d) Contractor personnel will wear an appropriate and professional uniform. Appropriate and professional is defined as practical, clean and neat at all times. Undergarment should not be visible through or show outside of outer clothing.

e) It is the contractor’s responsibility to foster confidence and trust in patients, visitors, and employees through professional behavior and appearance. All customer service complaints should be handled within 24 hours with a resolution. The contractor must let the Contracting Officer Representative (COR) know what action was taken to address the concern and if it was validated. If the contractor’s behavior becomes an issue in performing customer service or their duties it will be handled by the contractor immediately for quick resolution to ensure patient satisfaction and job performance is not compromised.

f) Contractor personnel performing contract services shall meet at all times the qualifications specified in this contract, as well as any qualifications required by Federal, State, County and local government entities from the place in which they operate.

g) Within seven (7) days after receipt of award notification, the contractor shall provide evidence of required training, certifications, licenses and any other qualifications required for this contract. The initial documentation shall be provided to the Contracting Officer (CO) prior to the commencement of performing any services under this contract.

h) During the period of performance, if the Contractor proposes to add-on or replace personnel to perform contract services, the Contractor shall submit the required evidence of background checks, training, certifications, licensing and any other qualifications to the Contracting Officer. At no time shall the Contractor utilize add-on or replacement personnel to perform contract services who do not meet the personnel qualifications of this contract and who have not been approved by the Contracting Officer.

7. Contractor shall be required to meet the following:

• Physical examinations - to assure that staff can physically provide escort transport services for patients safely, react to emergencies and, where appropriate, perform basic life support

(BLS).

• Required to wear professional escort uniforms that consist of a white button-down collared shirt with a professional Navy blazer and long khaki pants. No scrubs, no shorts, no T-shirts, no smocks, no jeans will be permitted. Uniforms will require prior approval by COR.

• Escort staff will serve for some Veterans as an initial point of contact and should be dressed professional and be easily identified at entry points by Veterans needing assistance with transport.

• Uniforms are required to look professional, neat and clean in appearance and should all match to clearly identify escort staff at the facilities.

• Contractor will ensure that staff have black closed-toe shoes that are clean and neat in appearance. Shoes should be closed toe to allow employee to respond to any type of emergency.

• If escort staff require outerwear for inclement weather at any time to perform duties while assisting Veterans in and out of their vehicles or shuttles the staff will need to all match and this will be considered a part of the uniform expectations, so staff look professional, and easily identified/visible to customers.

• Contractor shall submit uniforms/shoes for approval to COR and Contracting Officer to ensure it meets expectations.

• Contractor shall be required to ensure escort staff do not smoke and clothes are smoke free.

• Hair should be neat and clean and always look professional.

• Required to wear their photo ID badges at all times.

• Contactor shall be required to assist patrons needing patient transport from the Valet area and

Shuttles. As well as designated entry points, clinics and services that call for outpatient escort assistance.

• Contractor shall be required to have knowledge and training of patient safety transfer to assist patrons in a safe and secure manner. Contractor will need to provide evidence of training procedures for safety.

• Contractor shall be required to be familiar with the VA facilities to answer general questions pertaining to drop off and pick up locations of the shuttle and valet parking.

• Contractor shall be required to have general information and knowledge of locations for outpatient clinics, outpatient procedure areas as well as the different entry point for customers utilizing the VA such as buildings and locations on property.

8. The Contractor shall be required at each site to:

a. Provide communication devices for Escort staff to communicate among one another to deliver service, report emergences, etc.

b. Provide experienced, fully trained, and professional escort staff to transport patients to their clinical outpatient visits/procedures.

c. Constantly assess patient escort situation taking into consideration all patient transport needs to adjust the level of personnel required to perform under the contract without exceeding the required wait time to get to clinical appointments from valet area, shuttle, clinics, or designated entry points at the facilities.

d. Provide escort recommendations as deemed appropriate and necessary to provide quality patient services.

e. Contractor shall provide escort/transporter software for Veterans/customers to track performance and stats on waiting times/length of transport for patient experience.

f. Contractor shall provide the ability for patients to initially request and communicate transport back from clinic area to valet areas, shuttles, or other clinics. Both electronically by phone (texting or app) and by calling if Veteran did not have a smart phone to request transport services.

g. Contractor shall provide GPS software for escort service and an electronic system that allows Veterans, visitors to view real-time pick-up information on phone apps and text messaging.

Showing transparency of pick up/waiting times on patient transport to the consumer.

h. Contractor shall provide a hard copy ticket for Veterans/visitors that do not have a cell phone and provide them with an alternative process for communicating transport needs.

i. Contractor shall provide tracking system for escort services to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience.

j. Contractors must receive training on basic first aid, cardiopulmonary resuscitation (CPR), bloodborne pathogens, and the use of personal protective equipment.

k. Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle patient accidents involving escort staff on VA property.

l. Contractor shall clean and wipe down Staxi transporter chairs that are utilized in between patients to ensure cleanliness of equipment. Contractor shall develop an SOP for staff to follow to ensure the equipment is cleaned appropriately in between users.

m. Contractor shall provide escort assistance to Veterans who have crossed over onto VA property at the Dallas VA from the DART Station. Escort staff is needed for handicap patients trying to get up the hill to the main entrance. Contractor shall create a plan of how to assist these Veterans on demand.

o Contractor shall provide assistance to VA/contracted special mode transportation drivers that have Veterans who need to be transported by wheelchair to clinics.

o Contractor shall immediately drug test an escort staff member following any accident concerns with patient safety on VA property. The contractor on site supervisor shall be the point of contact for VA Police and Safety to follow up regarding any legal or criminal investigations related to any accident involving the contractor.

o Escort staff will not work until drug test results and accident investigation are investigated properly and a conclusion has been reached to ensure the safety of our patients, visitors, and staff.

n. Prior to the commencement of services under this contract, the contractor is responsible for providing the CO with verification that staff shall have the following before they provide any services related to this contract. Contractor shall complete and provide proof of all background checks on escort staff that meet the requirements of the VA.

1. Either received the Hepatitis B vaccine series, or is immune as a result of acquired infection, or have been offered and refused the vaccinations.

2. Received measles-mumps-rubella (MMR) vaccine. Combined vaccine

(MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956.

3. A negative PPD within the last six months, or if a known reactor, a negative chest X-ray upon hire.

4. A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox).

o. Received training in Universal Precautions and Blood Borne Pathogens, Hazardous

Material Management, and Life Safety Management (fire preparedness).

p. Staff should be in good health and not sick from any respiratory or gastrointestinal illness while transporting patients. Staff shall not have a fever or flu like symptoms while transporting patients.

q. All escort staff are required to be trained to perform basic life support (BLS). Staff may need to respond to an emergency at any time and should be trained in how to respond.

r. The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

9. CONTRACTOR RESPONSIBILITIES:

• The Contractor shall provide consistent, responsive, secure, and efficient escort operation.

• Contractor shall be responsible for screening out vendors, volunteers, and employees from inappropriately using escort services at the VA North Texas Health Care System. Contractor shall designate a full-time supervisor to be on site during set-up, tear-down operations, and performance of the work. The Contractor shall always provide adequate on-site supervision in order to handle customer concerns and incidents. Duties of the supervisor shall also include but not be limited to customer relations, training, and improving all escort services and coordinating all work and additional services with the Contracting Officer’s Representative (COR).

• Contractor shall coordinate with COR on designated entrances for escort services to be stationed at the facilities.

• Contractor shall develop and provide a communication plan for VANTHCS staff and

Veterans to understand how to utilize escort service. The plan should consist of how VA staff would reach outpatient escort services for a Veteran, supervisor name/phone number, phone number to request transport, how the escort process works, the location of where escort is stationed at the facilities, the expectation of wait times for escort, what service escort provides related for transport, where escort will transport patients to in the facility, and hours of operations and days.

10. PATIENT ASSISTANCE:

Contractor shall be required to assist parking patrons getting in and out of their vehicles as well as assist with removal of wheelchairs, walkers, carts and/or personal medical equipment from vehicles if requested. Escort attendants are required to provide assistance in lifting or helping patients in and out of their vehicles. Valet parking attendants/Shuttle drivers will work with escort staff and shall deliver Government-provided wheelchairs as needed and coordinate with escort staff to facilitate patient transportation from the valet greeting drop off and pick up area to medical appointments and back to the valet greeting area when needed. Patrons shall always be treated courteously and with respect. Escort attendants shall be cautious and pay attention to pedestrian traffic in valet services while assisting guests.

11. TRAINING/LICENSES/QUALIFICATIONS:

The Contractor shall provide bonded, fully trained, experienced escort staff, legal residents or U.S. citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of escort transportation, and a commitment to the highest level of respect, courtesy, compassion, and safety.

The Contractor shall furnish at its cost evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of driver’s licenses, and copies of security background checks.

The Contractor shall be responsible for providing a facility orientation to all escort staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the afore mentioned training.

If deemed necessary by the Government, additional training shall be offered at the VA North Texas Health Care System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

12. CLAIMS/DAMAGE:

Any claims of damage or missing/stolen property involving patient/customers shall be the responsibility of the Contractor. The VA assumes no responsibility for such claims. All claims shall be directed to and handled by the Contractor supervisor who shall immediately notify the COR. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days unless extenuating circumstances warrant additional time and is authorized by the Contracting Officer. All incidents or theft claims should be immediately reported to the VA Police for investigation.

13. PROPOSED PLAN:

After notification of contract award, the Contractor shall have fifteen (15) calendar days for full operation implementation and to finalize staff requirements including Government-administered background investigations, etc. The Contractor shall be required to implement their proposed escort service plan and perform on a day-to-day basis for the duration of the contract.

14. ORDERING ACTIVITY:

The Contractor shall not accept any instructions issued by any person other than the Contracting Officer or delegated Government representative acting within the limits of his/her authority.

15. CHANGES TO CONTRACT:

Only those services specified herein are authorized. Before performing any service of a non-contractual nature, the Contractor shall advise the Contracting Officer of the reason(s) for the additional work and/or service. Changes to the resulting contract shall not be authorized and reimbursement shall not be made for any work or services performed outside the scope of this contract unless prior authorization is obtained in writing from the Contracting Officer.

16. REDUCTION OF SERVICE:

A notice to the Contractor to discontinue or reduce the level of service at the Government convenience shall not result in any service charge or assessment fee for the disconnection or reduced service. The Government shall have the option to terminate the contract if not satisfied with the services during the term of the contract.

17. PERFORMANCE STANDARD:

Contractor shall ensure that 95% of patients wait no more than ten (10) minutes to be transported and no more than ten (10) minutes to be retrieved. Upon request, patients shall be delivered to the appropriate patient, family member or caretaker for easy exiting. Contactor shall develop a system to monitor and report timelines of service and shall be made available to the VA upon request. The COR shall audit the turnaround time (TAT) or may conduct periodic unannounced inspections to assure that waiting periods do not exceed the performance requirements.

Additionally, the Contractor’s ability to manage the traffic flow of transports shall be periodically audited to assure that escort services are provided in a safe and efficient operational manner. Contractor shall use a computerized system for escort and GPS computerized system to account for staff on station and their timeliness of service.

18. COMPLAINTS:

The Contractor shall promptly and courteously respond to complaints within 24 hours, including complaints brought to the Contractor’s attention by the Contracting Officer acting as the Quality Assurance Evaluator (QAE). The Contractor shall maintain a written record of all complaints, both written and oral showing the identity of the individual, the nature of the complaint, and the Contractor’s response. The Contractor shall permit the Government to inspect such records upon reasonable notice.

19. QUALITY ASSURANCE:

The Contractor shall be responsible for complying with all appropriate regulations and guidelines of the Joint Commission (JC), Occupational Safety and Health Administration (OSHA), and/or any other pertinent federal, state, and local policies relating to the herein mentioned work. The Contractor shall always provide adequate on-site supervision to achieve quality assurance and to handle all customer concerns. All tasks accomplished by the Contractor personnel shall be performed to preclude damage or defacement to Government-owned furnishings, fixtures, equipment, and facilities. The Contractor shall report any damage observed or caused by the Contractor personnel to the COR. The Contractor shall be responsible for the replacement of items or to repair items at facilities to previous condition if the Contractor is determined to be at fault for the damage.

20. MONITORING PROCEDURES:

The COR shall be responsible for monitoring the Contractor's performance. Performance deficiencies or poor performance identified during the term of the contract shall be reported to the Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given a reasonable time to take corrective action. If determined appropriate, the Contracting Officer, COR and/or other VA staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified in the cure notice. The Contractor shall notify the Contracting Officer and the COR when correction(s) have been made.

If the appropriate correction is not made within the timeframe specified in the cure notice, the Government shall have the right to terminate the contract in its entirety.

21. REPORTS:

The Contractor shall establish a method to validate the number of patient transports per day and submit a monthly report to the Contracting Officer and COR within seven (7) calendar days after each month ends. The report shall summarize the number of patients transported by escort based on date and time (sorted by morning or afternoon). The report shall also identify the peak hours during the day and how many patients were transported during those peak hours. The report shall also include any incidents, accidents or special situations with patients, visitors, VA employees, or VA volunteers. The reports must be legible and easy to understand. Reports should be signed by the Supervisor and/or authorized representative of the Contractor. Contractor shall provide for approval a sample of the types of report forms used on similar projects.

22. CUSTOMER SATISFACTION SURVEYS:

The VA North Texas Health Care System may conduct independent customer satisfaction surveys to evaluate escort services. Participation by Veterans in all surveys shall be voluntary.

Results of escort service surveys conducted by the Medical Center may be shared with the Contractor, particularly when service improvement is needed.

23. DISRUPTIVE BEHAVIOR:

The Contractor shall always provide adequate onsite supervision in order to handle disruptive behavior of an escort staff member performing under the contract. The Contractor agrees to permanently remove any member of its staff from performing work associated with this contract, if at the sole discretion of the VA, the employee poses a health and safety risk to any patient or individual requiring services or if the COR disapproves of the conduct due to interferences with the business or operation of the VA North Texas Health Care System.

24. DENIAL/TERMINATION OF SERVICES:

Action to limit, suspend or revoke service contract shall be in accordance with the procedures outlined in VA guidelines or Federal Acquisition Regulations. The Contractor shall be notified by the Contracting Officer when the necessity becomes apparent to exercise such authority. The Contracting Officer shall provide the Contractor with copies of documentation initiating the revocation process if such action becomes apparent. The Government reserves the right to refuse acceptance of service provided by the Contractor due to poor performance or failure to comply with the requirements specified herein.

The Contractor and COR shall deal with complaints concerning unacceptable performance.

However, the Contracting Officer is the final authority on validating complaints. If a contractor is involved and named in a validated complaint, the Government reserves the right to refuse acceptance of the services of such Contractor. The Contracting Officer shall be the final arbiter on questions of acceptability.

25. INSTALLATION APPROVAL:

The Contractor shall not install any signs without the prior guidance or written consent from the Contracting Officer or the designated COR.

26. GOVERNMENT RESPONSIBILITIES:

VANTHCS shall provide additional training of what is required by contractor. Additional orientation and training on VA policies and procedures relating to security, patient privacy, safety, emergency procedures, accidents/injuries, and communication with VA staff. The required training shall be scheduled at a post award meeting on a mutually agreeable date and coordinated with the COR.

Center for Development and Civic Engagement shall make available Government-provided Staxi transport chairs to facilitate patient transportation from the designated outpatient escort areas for servicing patients to and from their appointments.

27. CONTRACTING OFFICER REPRESENTATIVE (COR):

Delegation of Authority letter(s) shall be forwarded to the using service and Contractor after agreement has been signed, identifying the individual(s) as the COR(s). No service shall be provided without the approval of the COR or his/her designee of this contract.

The Contractor shall not accept any instructions issued by any other person(s) other than the Contracting Officer or his/her delegated representative(s) acting within the limits of his/her authority.

28. CONTRACTOR PERFORMANCE AND NOTIFICATION:

In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA COR manger and provide a justification for non-performance. The VA will re-procure services that cannot be performed by the Contractor. The Contractor shall indemnify the VA for excess re-procurement cost, which may result from the Contractor's inability to perform the required service or for non-response during off business hours. Payment of re-procurement costs shall not relieve the Contractor from any other provision in this contract. The VA will be the sole judge in determining when services will be re-procured.

The failure of the Contractor to perform services within the required time frames and in accordance with terms and conditions may result in termination of the contract.

a) The Contractor will be notified who will be the COR, prior to commencement of contract.

b) Electronic Transmissions: The Contractor shall always utilize email to communicate patient incidents, requests for services, special correspondence, etc. to the VA.

c) Within seven days after contract award the contractor shall provide its Contractor- Personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area.

d) Thereafter, any personnel changes shall be submitted to the COR to verify the persons’ credentials and medical fitness prior to the escort transportation of patients.

e) The Contractor shall notify the COR, in writing within 24 hours of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the VA's review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

f) Contractor shall be required to assist patrons with the removal of walkers, canes, or personal medical equipment on and off the shuttles/vehicles if needed.

g) Contractor shall coordinate and work with Valet and Shuttle contract staff to ensure patients, visitors and staff are handled appropriately regarding service overlap.

h) Outpatient escort will transport patients at the main entrances and areas identified and agreed upon to and from outpatient areas/services.

i) Contractor shall assist the patient after the shuttle driver has them off the shuttle lift, outpatient escort will transport the patient to their outpatient destination. No VA staff or other contractors are allowed to operate the shuttle lift, the shuttle contractor is required to ensure the patient is loaded and unloaded safely.

j) Contractor shall coordinate and work with Valet and Shuttle staff to ensure there is a positive communication and teamwork to handle the needs of patients that have escort needs or maybe loading and unloading in the valet area.

k) Contractor shall be required to keep track of Blue Staxi chairs that are identified as Center for Development and Civic Engagement (CDCE) or Valet wheelchairs at all times. Contractor shall develop a plan/ procedure that will be maintained for keeping track of the chairs. Contractor is required to provide plan to COR for approval.

l) Contractor shall be required to provide monthly report of status of current inventory of Staxi/wheelchairs. Contractor shall communicate to COR any recurring issues or concerns so they can be addressed timely among the services regarding chairs.

m) Contractor shall be required to carry out daily huddles before the commencement of the workday with valet and shuttle contractors to ensure communication of concerns, process improvement or changes are discussed among the services to ensure positive patient experience and timeliness of service. Contractor is required to provide documentation monthly to COR of daily huddle meetings and topics discussed. Contractor shall communicate to COR any recurring issues or concerns so they can be addressed timely among the services.

29. CONTRACTOR POINT OF CONTACT:

The Contractor shall designate one (1) employee as the Point of Contact (POC) responsible for administrative matters in the performance of services under this contract. The POC shall have full authority to act for Contractor on all matters relating to the daily performance of this contract. An alternate may be designated, but the Contractor shall notify the Contracting Officer and COR in writing those times when the alternate shall act as the POC.

The Contractor shall provide the name and telephone number of the person designated as Point of Contact and Alternate on the space below:

• Point of Contact, Name: _____________________

• Telephone Number: _________________________

• Alternate Point of Contact, Name: _______________________

• Telephone Number: _________________________

The POC shall be available by telephone Monday through Friday, between 8:00 a.m. and 5:00 p.m.

The parties agree that the Contractor’s personnel including POC and subcontractors performing under this contract shall not be considered VA employees for any purpose. They all shall be considered employees of the Contractor.

30. PERSONNEL POLICY:

The Contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract, such as providing Workers’ Compensation, professional liability insurance, health examination and social security payments. Payment for any leave, including sick leave or vacation time is considered the responsibility of the Contractor. The

Contractor shall follow all existing local, state, federal employment laws and/or union regulations relevant to fringe benefits and premium pay for their employees. Such personnel shall not be considered VA employees for any purpose. Cost quoted in the solicitation is all-inclusive of all incidental costs including housing, transportation, and premium payments for applicable insurance coverage.

31. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS:

The contractor shall be responsible for all background checks on escort staff.

32. OVERTIME AND HOLIDAYS:

Any overtime and/or holiday pay that may be entitled to the personnel performing under this contract shall be the sole responsibility of the Contractor and shall not be billed to nor reimbursed by the Government.

33. CONTRACTOR RESPONSIBILITIES/INSURANCE REQUIREMENTS:

Contractor shall be required to provide copies of the following:

• The Contractor shall be required to comply with Federal and State Workers Compensation and liability insurance. Reference FAR clause 52.228-5-Insurance and Subpart 28.307-2-Liability.

• Prior to contract award, the Contractor shall furnish to the Contracting Officer certification from the insurance company indicating that the coverage has been obtained and that it may not be changed or cancelled without guaranteed thirty (30) day notice to the Contracting Officer. New certifications shall be furnished at least thirty (30) days prior to the expiration date of the current insurance policy.

• The Contractor shall obtain all necessary licenses and/or permits required to perform this work. The Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract.

• The Contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence.

34. INCIDENTS AND EMERGENCY SITUATIONS:

The Government may provide an Emergency Plan brochure to the Contractor at the time of contract award. The Emergency Plan brochure describes reporting procedures for a variety of emergency scenarios including cardiac arrest, hazardous material spills, disruptive and/or dangerous behavior, etc. In the event of an incident or Emergency escort staff shall be required to call VA Police.

35. UNIFORMS:

Escort staff shall be neat and clean in appearance. The Contractor shall be required to provide uniforms for all escort staff performing under this contract. Uniforms shall include an identification badge of the Contractor by company name, employee name and picture ID.

Uniforms must be consistent in the requirements of the PWS and shall be worn at all times during performance of the contract. The uniform style shall be approved by the COR prior to contract implementation as outlined earlier in the PWS.

36. PPD SKIN TEST:

The Contractor shall ensure that all contract personnel who shall be assisting or in direct contact with Veteran patients or with persons who provide direct care MUST provide the following documentation:

a. PPD Skin test –If PPD is positive, the individual MUST provide documentation of the absence of active TB.

It shall be the responsibility of the Contractor to provide documentation of the above prior to assignment. On an annual basis or upon request, the Contractor shall be expected to provide evidence or copy of the results of each staff member performing under the resulting contract. The COR shall be notified of any changes in individual status with appropriate documentation. In the event of an exposure, it is required that the Contractor has a plan that must be followed to protect the individual and others. Records shall be maintained as required by contractor.

37. SAFETY REQUIREMENTS:

• To protect the lives and health of patients, the Contractor shall take such safety precautions as the Contracting Officer, or the COR, may determine to be reasonably necessary.

• The Contracting Officer, or the COR, will notify the Contractor of any safety non-compliance and the action to be taken.

• The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. If the Contractor fails or refuses to comply promptly, the Contracting Officer may issue an order, stopping all or any part of the work.

• The Contractor shall immediately notify the VA of any incidents involving injury to VA patients during escort transport. The Contractor shall promptly complete and submit to the Contracting Officer Technical Representative and the Contracting Officer, an Incident Report with all information felt to be necessary for any full review.

• The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

• Contractor must report patient accidents to the Contracting Officer with a formal accident report. Accident reports will be forwarded to the facility Accident Review Board and the Patient Safety Manager.

• Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle accidents involving patients on VA property and how they handle all accidents involving contracted staff. SOP must be submitted to the COR and Contracting Officer for approval.

• The Contractor shall notify the COR, in writing within 24 hours of any complaints made by the patients with regards to escort services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the VA’s. review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

38. DRUG/ALCOHOL POLICY:

Contractor shall ensure that all escort staff performing under this contract complied with the participating VA North Texas Health Care System drug free workplace policy. The Contractor shall be expected to conduct random drug tests on all escort staff. Random drug tests shall be conducted at least once a year on each employee performing under the resulting contract. Escort staff shall also be subject to drug testing when reasons exist to suspect the use of illegal drugs and/or alcohol while on duty that impaired judgment, performance, and the safety of Veteran patients, VA employees, visitors and/or other escort staff. Upon request, the Contractor shall be expected to provide evidence of employee drug and alcohol testing.

39. INTERFERENCE WITH NORMAL FUNCTIONS:

The Contractor’s personnel may be required to interrupt their work at any time so as not to interfere with the normal functioning of the medical facility, including utility services, fire protection systems, and passage of facility patients, personnel, equipment, and emergency and/or service carts. These interruptions should only be occasional. Any interruptions considered to be excessive should be brought to the attention of the Contracting Officer.

40. CONTRACTOR PARKING:

Escort personnel are permitted to park their own vehicles only in Employee/Unrestricted Parking areas.

41. SMOKING POLICY:

Contractor shall ensure NO smoking is permitted. No Escort staff should be smoking or have smoke on their clothes.

42. CELL PHONE:

Cell phone use shall not be permitted while escorting/transporting patients or during scheduled work hours.

INVOICE REQUIREMENT:

The invoice shall be itemized to include the information listed below. Incomplete and incorrect invoices shall be returned for correction.

(1) Invoice Number and Date

(2) Contract Number

(3) Purchase Order/Obligation Number

(4) Line item from Schedule of Service…