QASP 662-26-1-565-0001 Kearny Street VASH HSS.pdf

Quality Assurance Surveillance Plan (QASP)

Project Title: Housing Support Services at Kearny Street Project, 250 Kearny St., San Francisco, CA 94108

Contract Number: TBD

Contract Description: The Department of Veterans Affairs (VA), the City and County of San Francisco Department of Homelessness and Supportive Housing, and a contracted entity collaborate to provide housing with on-site support for Veterans in an apartment building in downtown San Francisco. The VA contributes to the project via a contract for Housing Support Services (HSS) for the Veteran tenants. The Contractor shall provide qualified Housing Support Services to perform services required in this contract for beneficiaries of the San Francisco VA Health Care System (SFVHCS).

Contractor’s Name:

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored.

• How monitoring will take place.

• Who will conduct the monitoring.

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) – The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO:

Organization or Agency: Department of Veterans Affairs

b. Contracting Officer’s Representative (COR) – The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR: Paul Meier

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

a. Program Manager – TBD

b. Other Contractor Personnel – TBD

4. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, paragraph Section x, pp.xx in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Performance Indicators

PWS

Ref Performance Measure Acceptable

Level of Quality Method of

Assessment Veteran Care & Safety – 911 Calls

3.1.5.

8.8.2.

When tenant safety is at risk, call 911 emergency services as needed.

100% Direct Observation, Incident Reports, Case Conferences, Period Inspection

Critical Incident Reporting

3.1.3.

8.8.

Contractor shall notify VA staff of any critical incidents occurring with Veterans within one (1) working hour of being aware of the incident during regular business hours.

Contractor will complete a written incident report within eight (8) working hours of notification. Refer to Section 8.8. in full.

100% Direct Observation, Incident Reports, Case Conferences, Period Inspection

Daily Veteran Wellness Check

8.4. Daily Veteran wellness check log; if

Veteran not seen in three days, Contractor will follow up on steps for wellness checks as specified in

8.4.2. of PWS

100% Direct Observation and Period Inspection

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

b. PERIODIC INSPECTION. (Inspections for HUDVASH PBV Programs will occur twice yearly)

d. CASE CONFERENCES: Weekly Discussion of client progress, engagement, crisis intervention, housing supportive services delivered

6. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

EXCEPTIONAL:

96-100%

Performance significantly exceeds contract requirements to the Government’s benefit.

SATISFACTORY:

91-95%

Performance meets contractual requirements.

UNSATISFACTORY:

Below 95%

Performance does not meet contractual requirements.

7. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE

Performance Indicators

PWS

Ref Performance Measure Acceptable

Level of Quality Method of

Assessment Safety 8.6. Contractor shall maintain pertinent logs for Veteran identification and room numbers.

100% Direct Observation and Period Inspection

Contractor Responsibilities

8.23. Contractor shall meet with

assigned VA clinical staff at designated meeting times to review issues with the Veterans.

Weekly huddles typically occur on Mondays and Thursdays (federal holidays excluded) and a Case Coordination meeting is held the 1st and 3rd Tuesday of the month.

Meetings schedule is subject to change.

100% Direct Observation and Case

Conferences

The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COTR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR or designee shall confer with the contractor quarterly to assess performance and shall provide a written assessment.

Attachments:

1. Contract Performance Report

2. Contract Discrepancy Report

Attachment 1

Contract Performance Report

1. Contract Number:

2. Prepared by: (Name of COR) <insert name>

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

• Method of surveillance.

• How frequently you conducted surveillance.

• Surveillance results.

• Number of observations.>

5. Performance Rating (in accordance with QASP, paragraph 6):

Signature – Contracting Officer’s Representative Date

Attachment 2

Contract Discrepancy Report (CDR)

TO: (Contractor Program Manager or onsite representative) <insert name>

FROM: (Name of COR) <insert name>

1. Contract Number: <insert number>

2. Date and time observed discrepancy:

3. Discrepancy/Problem/Issue:

<Describe in detail. Identify any attachments.>

4. Corrective action plan:

5. A written corrective action plan <is/is not> required. <If a written corrective action plan is required include the following.> The written Corrective Action Plan will be provided to the undersigned not later than <# days after receipt of this CDR.>

Signature – Contracting Officer’s Representative Date

Received by:

Signature – Contracting Program Manager or Onsite Representative Date

Distribution:

<Name & Title - Contracting Officer>

<The COR may initiate a CDR at any time, including whenever the number of monthly recorded defects for a performance standard exceeds the allowable number of defects; anytime unacceptable performance is determined critical in nature and requires formal corrective action; and whenever an unfavorable trend is detected in contractor performance.>