REVISED Performance Work Statement.docx

PERFORMANCE WORK STATEMENT

1. PURPOSE

1.1. San Francisco Veterans Affairs Health Care System is seeking a Contractor to provide residential programming and services as part of its Health Care for Homeless Veterans Contract Emergency Residential Services Program (HCHV CERS). The Contractor shall offer community-based, short term residential services in conjunction with sufficient supportive services to support stabilization in the community and transition to permanent housing. This residential programming shall be offered in the City of Eureka / County of Humboldt. This contract shall cover up to a total of five years, which includes one 12-month Base Year and four additional 12-month Ordering Periods.

2. BACKGROUND

2.1. Health Care for Homeless Veterans is an essential and critical part of Veterans Health Administration (VHA), providing a gateway to VHA and community-based supportive services for eligible Veterans who are homeless. HCHV programs were developed from the original Homeless Chronically Mentally Ill (HCMI) Program, a 6-month pilot project, established on February 12, 1987. The central goal of HCHV programs is to reduce homelessness among Veterans by conducting street outreach to Veterans who are homeless or experiencing housing instability and need case management assistance to end their homelessness and connect to community-based and Veterans Affairs (VA)-supported housing services, VA health care and other supportive services. In addition to outreach services, HCHV programs provide care, treatment, and rehabilitative services, including case management and therapeutic transitional housing assistance by contracting with community providers.

2.2. HCHV programs typically are the first to contact homeless Veterans, and they frequently serve as the entry point into VA’s system of care. Therefore, these programs provide an outreach opportunity to assist and offer homeless Veterans an “Open Door” to prevention and supportive services.

2.3. Federal law provides that VA medical facilities may establish contracts with community agencies to provide residential care to include therapeutic services and treatment to eligible Veterans. The Veteran must be enrolled in the VA health care system or eligible for VA health care to be eligible for services. Since its inception, the number of HCHV Contract Residential Services programs has increased dramatically, requiring uniform inspection and oversight policies to ensure that these programs offer robust services and promote an environment that maintains the wellbeing and safety of the Veterans enrolled.

3. PROGRAM DESCRIPTION

3.1. HCHV CERS programs target and prioritize homeless Veterans who require safe and stable living arrangements while they seek permanent housing or treatment options. This includes Veterans transitioning from literal street homelessness, homeless Veterans with co-occurring mental health or substance use disorder (SUD), Veterans being discharged from institutions who are homeless, including those in need of short-term medical respite or recuperative care, and Veterans who recently became homeless. CERS programs, either directly or through linkages with community and other VA services, provide time-limited services such as supporting mental health stabilization, SUD treatment services, enhancement of independent living skills, vocational training and employment services. Emphasis is placed on referral and placement in permanent housing or longer-term residential programs utilizing VA and community resources. Lengths of stay in CERS programs typically range from 30 to 90 days with the option to extend based on clinical need.

4. HCHV CERS PROGRAM CHARACTERISTICS AND CAPABILITY REQUIREMENTS

4.1. Offers emergency housing and supportive services located within the Humboldt County, CA / Eureka, CA area, preferably with access by public transportation to the Eureka VA Community Based Outpatient Clinic, 930 W. Harris Street, Eureka, CA 95503.

4.2. Covers up to a total of five years, that includes one 12-month Base Year and four additional 12-month Ordering Periods.

4.3. Has capacity to serve up to fifteen (15) Veterans.

4.4. Seeks to reduce barriers to immediate placement and accommodates same day admissions when there is a vacancy in the program.

4.5. Does not deny entry to HCHV CERS Program based solely upon:

4.5.1. Length of abstinence from alcohol or other non-prescribed substances

4.5.2. Number of previous treatment episodes

4.5.3. Time interval since the last HCHV CERS program entry

4.5.4. Use of prescribed controlled substances including, but not limited to, prescribed FDA-approved medications such as methadone or buprenorphine

4.5.5. Legal history including legal requirement to register as a sex offender

4.5.6. Veteran’s total income

4.5.7. Veteran’s student or vocational status

4.5.8. Pre-existing diagnosis of mental illness, substance use disorder or other comorbid conditions

4.6. Considers each of the special circumstances above during the screening process and makes an admissions determination based on whether the individual Veteran’s needs can be met while maintaining the program’s safety, security, and integrity.

4.7. Provides safe and secure housing that is available to enrolled Veterans 24 hours per day, seven (7) days per week and includes:

4.7.1. One bed for each enrolled Veteran.

4.7.1.1. Congregate sleeping units shall be considered; private or semi-private accommodations are preferred.

4.7.2. Access to shared or private toileting and bathing facilities.

4.7.3. Personal storage space such as a dresser, storage locker, or designated locked and secure space that shall accommodate two bags of personal belongings and all prescribed medications and other medical equipment.

4.7.3.1. Contractor shall allow Veteran to store personal belongings for at least 72 business hours after formal HCHV exit from program.

4.7.3.2. If a Veteran abandons their belongings at the program site, Contractor shall make at least three documented attempts to contact the Veteran and VA Liaison or designee before disposing of Veteran’s belongings.

4.7.4. Access to laundry facilities or other personal laundering services at least once per week.

4.7.4.1. Laundry and detergent shall be free of charge to enrolled Veterans.

4.7.5. Personal linens, i.e., towels, pillows, blankets, and bed sheets.

4.7.6. Hygiene kits

4.7.7. An isolation area or quiet space/safe room for enrolled Veterans who may require closer short-term monitoring by staff for the health and safety of the Veteran and the community, e.g., management of acute intoxication or emotional dysregulation or prevention of disease transmission.

4.8. Contractor shall ensure access to meals and/or a sanitary food preparation area and food supply that is sufficient for at least three nutritious meals seven days per week and snacks of nourishing quality, even if not medically indicated, e.g., fruits, vegetables, protein sources, between meals and at bedtime. This is to include alternative meals or food supplies for Veterans with dietary restrictions if medically indicated, e.g., diabetic, renal, and soft mechanical diets, and reasonable accommodations for Veterans with cultural/religious preferences around food, e.g., Kosher, Sikh, vegetarian. Shared use of kitchen facilities and dining rooms is acceptable.

4.9. MEDICATION STORAGE AND MONITORING

4.9.1. Contractor shall provide a means for securely and properly storing all medications brought into the program for Veteran use.

4.9.1.1. Contractor shall ensure that there are appropriate policies and procedures that support the safe storage of medications for enrolled Veterans.

4.9.1.2. Individual medication storage may be provided to the Veteran to secure their own medications, e.g., lockbox or locker, or central storage may be provided by the Contractor.

4.9.1.3. Veterans may self-administer medications, but secure storage shall ensure that no other program participants are able to access an individual Veteran’s medications.

4.9.1.4. Any suspicion or concern for misuse of medications is to be reported to VA Liaison, COR, and/or designee immediately by following incident reporting protocol (refer to Section 7.13).

4.10. Provides case management, care coordination, and supportive services including, but not limited to, assistance with securing permanent housing, linkage to health care and support for mental health stabilization and moderation of substance misuse, vocational assistance including mentoring, coaching, linkage to job training and job placement, income assistance, linkage to entitlements and financial planning, independent living skills and social and recreational activities.

4.11. Have rules that focus on staff and resident safety, such as:

4.11.1. No violence or threats of violence

4.11.2. No buying or selling of alcohol or drugs in the facility

4.11.3. No use of illicit drugs in the facility

4.11.4. No sexual activity between program participants or others co-located at the facility

4.11.5. Honor nightly curfew

4.12. Whenever possible, infractions of program rules are to be used to engage residents, not simply as grounds for service termination. Negative discharges will be monitored as a measure of program quality.

4.13. Veterans are expected to engage in programming and maintain communication with case managers around matters relating to admission, stay, and treatment.

5. ELIGIBILITY CRITERIA

5.1. To be eligible for HCHV Contract Residential Services, a Veteran must meet the requirements of 38 U.S.C. 2031(a) and 38 CFR 63.3.

5.1.1. Veteran is enrolled in the VA health care system, or eligible for VA health care under CFR 17.36 or 17.37; and

5.1.2. Veteran is homeless as defined in 38 U.S.C. §§ 2002(1) and 103(a) of the McKinney-Vento Homeless Assistance Act, 42 U.S.C. § 11302(a) including:

5.1.2.1. Veteran who lacks a fixed, regular, and adequate nighttime residence; or

5.1.2.2. Veteran who will imminently lose their primary nighttime residence within 14 days of the date of application for homeless assistance.

6. ADMISSION PRACTICES

6.1. Contractor shall assist Veterans with admission forms and VA program eligibility determination if needed.

6.2. Contractor shall work to reduce barriers to admission and demonstrate flexibility with admission processes by:

6.2.1. Accepting referrals and admissions, at a minimum, between Monday-Friday, 8AM-4:30PM and, if possible, up to 24 hours per day, seven (7) days per week including weekends and holidays when there is a vacant bed available.

6.2.2. Accommodating same-day admissions when there are vacancies in the program. If Contractor is unable to accommodate a same-day admission when there is a vacancy in the program, then Contractor shall provide written explanation with reason for delay to VA Liaison, COR, and/or designee.

6.2.3. Making reasonable efforts to admit a Veteran immediately when there is a vacancy in the program, especially prior to a weekend or holiday if/when there is no option to admit over the weekend or holiday and Veteran has no alternative to staying on the streets.

6.2.4. Supporting Veterans in follow through with obtaining tuberculosis (TB) clearance within 10 working days of admission if TB clearance results are not available at time of referral. Veterans shall be screened for TB via PPD or QuantiFERON or chest x-ray or other medically acceptable means of screening for TB. While results may not be immediately available, Veterans shall be admitted while results are pending unless they are exhibiting any signs or symptoms of active TB.

7. DIRECT VETERAN CLINICAL SERVICES

7.1. OCCUPANCY

7.1.1. Contractor shall be responsible for ensuring that a minimally acceptable level of 80% occupancy (90-100% preferred) of HCHV CERS funded beds is maintained through independent outreach efforts and through collaboration with VA.

7.1.2. Contractor shall be knowledgeable about best practices for outreach generally accepted in the community and shall be responsible for engaging in outreach in the community, including collaboration with SFVAHCS providers, for referrals at least twice monthly, to achieve a satisfactory occupancy rate when occupancy does not meet the minimally acceptable level.

7.1.3. Rate of occupancy may result in increase or decrease in program size in subsequent Ordering Periods depending on Government need and funding availability.

7.2. ACHIEVING PERMANENT HOUSING is a primary goal of the HCHV CERS Program and plans for transition from HCHV CERS to permanent housing placements which may include transition to other residential treatment and/or transitional housing as an interim step for some Veterans, must be clearly reflected in each Veteran’s Individualized Service Plan and in weekly case management notes.

7.2.1. Should a Veteran refuse to engage with Contractor staff regarding plans for permanent housing transition, motivational interviewing and other therapeutic techniques shall be used to address Veteran ambivalence.

7.2.2. All efforts to engage Veterans regarding housing plans, options, and resources shall be clearly documented.

7.2.3. Contractor staff shall provide direct and ongoing assistance to Veterans in developing permanent housing plans and accessing housing resources and may include, but is not limited to:

7.2.3.1. Assistance with obtaining and reviewing free credit reports.

7.2.3.2. Identifying housing strengths and barriers.

7.2.3.3. Assistance with creating a Tenant Portfolio that includes gathering all relevant documents required for the rental process such as sample rental application, income verification documents, identification (e.g., birth certificate, state ID, social security card, DD214) and subsidy applications.

7.2.3.4. Reviewing/searching for affordable housing options together.

7.2.3.5. Assisting with completion of rental applications.

7.2.3.6. Direct communication and advocacy with prospective landlords, housing agencies, and HUD-VASH staff.

7.2.4. Contractor staff are expected to participate actively in Veteran’s search for housing and to document those efforts and progress made in weekly case management notes.

7.3. CARE PLANNING

7.3.1. Contractor shall engage the Veteran in a collaborative assessment of service needs with input from the Veteran and the VA Liaison or designee and create an initial service plan of care to address those needs within 14 days of admission.

7.3.2. Care plans shall include goals and objectives for achieving stable housing.

7.3.3. Care plans shall include an assessment of strengths and barriers to stable housing, specific services to be provided including duration and outcomes, documentation of referrals and benefits to be achieved as a result of program participation.

7.3.4. Care plans shall be reviewed and updated within 60 days of admission with the Veteran and the VA Liaison or designee and more frequently as needed throughout each individual Veteran’s episode of care.

7.3.5. Contractor case manager shall meet with VA Liaison or designee at least once every 30 days to provide an update on case management progress made and must work cooperatively with VA Liaison or designee to coordinate services.

7.4. CASE MANAGEMENT

7.4.1. Contractor shall provide individual case management meetings at least once per week that focus on each Veteran’s individualized needs as identified through the care planning process which may include, but is not limited to:

7.4.1.1. Permanent housing search (refer to Section 7.2.).

7.4.1.2. Increasing income through referral to all potential financial resources relevant to individual needs such as:

7.4.1.2.1. SSI/SSDI

7.4.1.2.2. VA pensions and service-connected compensation claims.

7.4.1.2.3. General Assistance

7.4.1.2.4. Supplemental Nutrition Assistance Program (SNAP)

7.4.1.2.5. Medi-Cal or Medicare

7.4.1.2.6. Employment and vocational training

7.4.1.2.7. Self-care skills, independent living skills, adaptive coping skills.

7.4.1.2.8. Any necessary coordination of care provided by VA and community-based medical, mental health, and/or substance use treatment providers.

7.4.1.2.9. Ongoing discharge planning that includes linkage to community resources for long-term housing success such as In-Home Supportive Services, Meals on Wheels, or Adult Day Health Care.

7.5. THERAPEUTIC AND REHABILITATIVE SERVICES INCLUDING MENTAL HEALTH AND SUBSTANCE USE DISORDER TREATMENT

7.5.1. Contractor shall be expected to provide treatment and services using evidence-based practices that support Veterans in gaining and applying knowledge of the recovery process to their lives and to provide referrals for additional treatment and/or aftercare supports as needed to promote and facilitate each Veteran’s recovery efforts and successful transition to permanent housing.

7.5.2. Treatment shall be defined as services which are needed for the specific clinical presentation of each individual Veteran including, but not limited to:

7.5.2.1. VA-based services, and/or

7.5.2.2. Community-based care, and/or

7.5.2.3. Services provided by Contractor at the program site.

7.5.3. Services may include, but are not limited to:

7.5.3.1. Clinical case management.

7.5.3.2. Individual and group counseling.

7.5.3.3. Structured group activities such as 12-step meetings, vocational training, independent living skills such as budgeting, cooking or hygiene, and prosocial outings and activities.

7.5.4. Working towards engagement in the types of treatment and services that meet the individualized needs of each Veteran shall be integral to the program’s care planning process.

7.5.5. Admissions decisions shall not be contingent upon a Veteran’s expressed willingness to engage in treatment at time of referral.

7.6. ABSENCES AND CANCELLATIONS

7.6.1. Per VHA Directive 1162.04, HCHV CRS Program allows payment to a Contractor for an absent Veteran under the following conditions:

7.6.1.1. Scheduled Absences

7.6.1.1.1. VA will pay per diem up to a maximum of 96 hours per month for the scheduled absence(s) of a Veteran.

7.6.1.1.2. Contractor shall notify VA Liaison, COR, or designee in writing of all Veteran requests for scheduled absences or “passes” prior to the start of any absence from the program authorized by Contractor, preferably 24-48 hours in advance, and include reason for pass and contact/location information for Veteran while absent. To receive payment, the absence must:

7.6.1.1.2.1. Be pre-planned, consistent with and support the Veteran’s individual service plan (e.g., family reunification, short-term medical, substance use disorder or psychiatric treatment).

7.6.1.1.2.2. Have the reason documented in the individual Veteran’s case file, treatment record or service plan.

7.6.1.1.2.3. Not result in the bed being filled by the provider.

7.6.1.1.2.4. Not be for a break or vacation from treatment.

7.6.1.1.2.5. Not be used for extended educational or employment circumstances.

7.6.1.1.2.6. Not be used to create more than four (4) consecutive days of absence.

7.6.1.2. Unscheduled Absences

7.6.1.2.1. VA will pay per diem up to a maximum of 48 consecutive hours for the unscheduled absence. To receive payment for an unscheduled absence:

7.6.1.2.1.1. Contractor shall have evidence of active outreach to locate and reengage the Veteran and document the steps taken in the Veterans individual case file, treatment record, or service plan.

7.6.1.2.1.2. Contractor shall notify VA Liaison, COR or designee immediately during the next available business hours of all unscheduled Veteran absences.

7.6.1.2.1.3. Contractor shall not fill the bed during this time.

7.6.1.2.1.4. A Veteran who is absent without Contractor approval must be discharged from the HCHV CERS program if not located within 48 hours.

7.6.1.2.1.5. A Veteran who is absent without approval from the HCHV CERS program and with no expectation of return must be discharged no later than 24 hours from time of absence.

7.6.1.3. Ineligible Veteran

7.6.1.3.1. When a Veteran is admitted to an HCHV CERS program and found to be ineligible for HCHV CERS, VA will pay for a maximum of four (4) days from the date of admission to allow Contractor and HCHV CERS Liaison time to locate and arrange alternate placement.

7.6.1.4. Contractor may choose to maintain enrollment of a Veteran without payment beyond the approved scheduled/unscheduled absence at Contractor’s discretion and in consultation with VA Liaison, COR or designee. However, the Veteran must be discharged if absent for more than 14 days.

7.6.1.5. Contractor cannot receive payment of per diem if/when an enrolled Veteran is temporarily placed in another VA Homeless Programs-funded bed such as HCHV CRS-contracted detox bed or medical respite program.

7.6.1.6. VA reserves the right to remove any or all Veterans from the facility at any time without additional cost when it is determined to be in the best interest of the Veteran or VA.

7.7. EXITS TO PERMANENT HOUSING

7.7.1. Contractor shall promote a focus on achieving stable, independent housing for all Veterans referred for care; exits to permanent, independent housing will be monitored as an indicator of overall program quality utilizing data provided by the VHA Support Service Center’s Homeless Services Scorecard. The target values for exits to this type of housing are established by VHA Homeless Program Office on an annual basis at the start of each fiscal year (e.g., FY26 target value for Exits to Permanent Housing is 55% or more) and can vary from year to year. Target values for Exits to Permanent Housing will be communicated by VA HCHV Liaison and/or COR to Contractor at the start of each fiscal year.

7.9 NEGATIVE EXITS

7.9.1 Contractor shall facilitate Veteran completion of the HCHV CERS Program to the maximum extent possible while still maintaining program integrity and safety. Negative Exits are defined as exits from the program in which the Veteran was asked to leave due to violation of program rules (excluding exits due to threatened/actual violence to self or others), failure to comply with program requirements, or leaving the program without consulting staff. Negative Exits shall be monitored on a continuous basis utilizing data provided by the VHA Support Service Center’s Homeless Services Scorecard. The target values for Negative Exits are established by VHA Homeless Program Office on an annual basis at the start of each fiscal year (e.g., FY26 target value for Negative Exits is 20% or less) and can vary from year to year. Target values for Negative Exits will be communicated by VA HCHV Liaison and/or COR to Contractor at the start of each fiscal year.

7.9.1.1 PROCEDURES FOR NEGATIVE EXITS

7.9.1.1.1 For all negative exits other than exits for threatened/actual violence to self or others, Contractor shall develop a written progressive warning policy/procedure that includes issuance of at least two formal warnings prior to proceeding with a negative discharge.

7.9.1.1.2 The policy/procedure shall include case conference with Program Staff, Veteran, VA Liaison and/or Designee, and other relevant clinical providers involved in the Veteran’s care, e.g., HUD-VASH Social Worker or Mental Health/Substance Use Disorder staff, no later than issuance of the final warning.

7.9.1.1.3 Information on the policy/procedure shall be provided to the Veteran upon admission to the program including a formal appeals process through which Veteran may appeal program regulations, sanctions or discharges.

7.9.1.1.4 There shall be no permanent bans from the program/facility. Veterans exited under negative circumstances shall be notified upon request of conditions or process for re-admission.

7.9.1.1.5 Contractor shall be expected to make reasonable efforts to facilitate referral to another facility or appropriate level of care if negative discharge is indicated. Direct discharge to SFVAHCS Hospitals or Clinics for alternative resources and referrals without consulting HCHV Liaison on day of discharge is not considered an appropriate level of care.

7.9.1.1.6 The policy/procedure shall be subject to approval by VA Liaison, COR and/or Designee.

7.8 RELEASE OF INFORMATION

7.8.1 Contractor shall ensure that a signed VA Release of Information (ROI) is obtained for every Veteran admitted to HCHV CERS. The ROI shall be placed into individual case record.

7.8.2 It is essential that Veterans permit communication between VA and Contractor through an appropriate Release of Information (ROI) to ensure safe and effective treatment of each Veteran. Veterans who refuse to allow this communication about their treatment needs and ongoing care will need to receive services elsewhere.

7.9 INDIVIDUAL CASE RECORDS

7.9.1 Contractor shall maintain an individual case record for each referred Veteran. Case records shall be maintained in security and confidence as required by the Confidentiality of Alcohol and Drug Abuse Patient Records (42 CFR part II) and the Confidentiality of Certain Medical Records (38 USC 7332), and in accordance with the Health Insurance Portability and Accountability Act (HIPAA: Pub. Law. 104–191). Records should contain at a minimum:

7.9.1.1 Reason for referral

7.9.1.2 Pertinent demographic information

7.9.1.3 Verification of Veteran status

7.9.1.4 Family status

7.9.1.5 Employment history

7.9.1.6 Education/marketable skills/licenses/credentials

7.9.1.7 Copies of any medical prescriptions/orders issued by physicians for any contract program that implements medication management/monitoring. Contractor shall comply with HCHV inspection requirements

7.9.1.8 Individual service plan as described in Section C.3.3. Care Planning

7.9.1.9 Weekly case management/treatment notes and documentation of any case management interventions or Veteran case conferences

7.9.1.10 Authorized absence “pass” requests

7.9.1.11 Critical incident reports

7.9.1.12 Extension approvals when indicated

7.9.1.13 Final summary that includes reason(s) for leaving, Veteran’s known future plans, and follow-up locator information if available

7.9.1.14 Any and all information needed to meet clinical requirements of annual HCHV Residential Services Programs inspection (see sample attached, “Health Care for Homeless Veterans Contracted Residential Services Programs Inspection Packet – Clinical Review”)

7.10 COMPUTER SECURITY

7.10.1 In the performance of official duties under this contract, Contractor may have regular access to printed and electronic files containing sensitive data. This data shall be protected under the provisions of the Privacy Act of 1974 and other confidentiality laws, and agency policy.

7.10.2 Contractor shall ensure its personnel protect the data from unauthorized release or from loss, alteration, or unauthorized deletion.

7.10.3 Contractor shall ensure its personnel take all reasonable precautions to safeguard patient information from unauthorized access or modification, in both electronic and hard-copy formats. This includes not only electronic security measures such as “strong” user passwords on computer systems, but also physical barriers to prevent unauthorized use of computer work-stations; and also requires that hard copy Veteran files are stored in secured lockable areas, that files are in lockable cabinets, that the cabinets can in fact be locked (i.e., keys are available, and the locking mechanisms work properly). If Contractor uses computer laptops, Contractor shall store computer laptops in a safe, secure locked bag or cabinet when not in use, and store in locked, secure location (i.e., trunk of car) when transporting computer laptop in the field.

7.10.4 Contractor shall also take all reasonable precautions to safeguard patient information when transferring Veteran information via electronic means, such as faxing or system-to-system transmission.

7.10.5 Contractor shall not use personal flash drives to store or retain any personal health information (PHI) or Veteran information.

7.10.6 Contractor shall not transmit any PHI via email without use of encryption software that uses VA-approved authentication mechanisms. While the first initial of the last name of a Veteran and the last four of their social security number by itself is not considered individually identifiable, any other PHI that has not been de-identified in accordance with VHA Directive 1605.04 coupled with the last initial/last four may not be transmitted together without encryption.

7.11 HOMELESS MANAGEMENT INFORMATION SYSTEMS (HMIS) DATA REPORTING

7.11.1 Veterans served through VA’s HCHV CERS program shall have client level data entered into the local Community Continuum of Care’s (CoC) HMIS. Data entered must include, at a minimum, the Universal Data Elements from the 2026 HMIS Data Standards. Contractor is responsible for registering with local HMIS system to obtain access roles and manage agency data within the system.

7.12 DAILY CENSUS SIGN-IN SHEET

7.12.1 Contractor shall collect Veteran participant signatures on a daily census sign-in sheet to verify attendance in the program. This information is to be provided to the VA Liaison, COR, or other designee at a frequency to be designated by VA that is no less than once weekly and up to daily with weekend or holiday sign-in sheets to be provided on the next business day in order to ensure effective monitoring of bed utilization.

7.13 INCIDENT REPORTING

7.13.1.1 Contractor shall notify the VA immediately when any adverse critical incident involving a Veteran admitted to the program occurs. Critical Incidents shall include:

7.13.1.1.1 Falls

7.13.1.1.2 Elderly/Dependent Adult Abuse or Neglect

7.13.1.1.3 Sexual Assault

7.13.1.1.4 Fire (Veteran Involved)

7.13.1.1.5 Medical or Mental Health Emergency (911 Calls)

7.13.1.1.6 Hospitalization

7.13.1.1.7 Suicidal ideation or attempt

7.13.1.1.8 Homicidal ideation

7.13.1.1.9 Assault or other act of violence by Veteran against other(s) or by other(s) against Veteran

7.13.1.1.10 Abusive behavior by Veteran against staff or other(s) or by staff or other(s) against Veteran

7.13.1.1.11 Death

7.13.1.1.12 Infectious Control Concerns (e.g., Bed Bugs, TB, Scabies, Coronavirus)

7.13.1.1.13 Active Substance Use that Requires Medical Intervention, Results in Overdose, and/or Could Result in Discharge from Program

7.13.1.1.14 Observation/ Possession of Weapons

7.13.1.2 During regular business hours, VA Liaison, HCHV Supervisor and/or COR shall be contacted immediately by phone to report such an incident; if the incident occurs outside of regular business hours (Monday-Friday 8:00AM-4:30PM), Contractor shall notify VA Liaison, HCHV Supervisor and/or COR at the start of the following business day. Should Contractor require immediate afterhours VA support/intervention, Contractor shall notify the SFVAHCS Administrator on Duty (AOD) by calling the local VA facility. A written report to the VA Liaison and/or COR should follow the initial VA notification within 24 business hours. The report should list known precipitating factors or triggers. Contractor shall maintain a copy of all critical incident reports in the involved Veteran’s individual case record.

7.14 EXTENSION OF LENGTH OF STAY

7.14.1 It is understood that Contractor will not be paid for care provided to a Veteran participant beyond the initial authorized period unless an extension of authorization is provided in writing by the VA. Contractor is responsible for ensuring that all requests for extension of services beyond the initially authorized service period of 90 days are reviewed in advance and approved in writing by the VA Liaison, COR, or other designee before reaching the Veteran participant’s 90th day.

7.14.2 Extension requests shall include clinical reasoning and a targeted housing plan to justify approval.

7.14.3 Extension requests will be individualized to Veteran needs and approved, in writing, in increments of no more than 30 days, unless at discretion of the COR. Only extraordinary circumstances will be considered in order to extend service periods in excess of six (6) months, and all requests for extension exceeding six (6) months from date of admission shall be approved in writing by VA Liaison and COR or designee.

7.15 GRIEVANCE PROCEDURES

7.15.1 Contractor shall have an internal grievance process that Veterans can use to resolve conflicts within the program. Contractor shall have written policies and procedures for resolving grievances including a statement regarding the client’s right to request reasonable accommodation and shall post them in a conspicuous place that is accessible to program participants. Each Veteran shall receive a copy of the grievance policies and procedures upon intake and upon receiving a warning or notice of discharge.

7.15.2 Contractor shall refer grievances received directly from Veterans to the identified VA Liaison, COR or designee within 24 business hours of complaint. All grievances received by the VA Liaison, COR or designee will be forwarded to the Contractor within 24 business hours and shall be investigated promptly. After investigation and clarification of disposition, Contractor shall respond to the VA Liaison or COR within five (5) business days or less with proposed resolution or plan for corrective action. The Contracting Officer (CO) shall be notified in instances where the proposed course of action or response does not appear sufficient to resolve any given complaint.

7.15.3 VA Liaison, COR or designee will monitor the services being provided in this contract program. Contractor shall cooperate and collaborate with VA Staff and COR by providing information and answering questions in a timely manner when requested. Contractor will be subject to a Contract Discrepancy Report (CDR) anytime unacceptable contract performance is determined to be critical in nature and requires formal corrective action through report of contract discrepancy to CO. Failure to perform duties herein will have Contractor be subject to contract termination.

7.16 SATISFACTION SURVEYS

7.16.1 When requested, Contractor shall administer, collect, and deliver to VA Liaison or Designee a survey of the Veterans’ experience in the program.

7.17 ADMISSION AND DISCHARGE REPORTING

7.17.1 Contractor shall notify the identified VA Liaison, COR, and/or Designee within 24 business hours that an admission or discharge has occurred and for providing a written report of admission or discharge within 48 business hours that contains the specific data required for the Homeless Operations and Management Evaluation System (HOMES)—VA’s primary platform for collecting intake, progress, and outcome information for homeless Veterans as they move through VA’s system of care.

7.17.2 The written report of discharge shall also contain a brief discharge summary that includes but is not limited to: date of exit, type of exit (positive vs. negative vs. neutral), Veteran’s perception of exit in instances where a Veteran was terminated from the program, status of treatment goals at the time of exit, sentinel events occurring during the episode of care, established aftercare plan, housing status at exit and future contact information.

7.18 CONDUCT

7.18.1 Contractor shall comply with the principles listed in 38 CFR 17.707(b) to provide housing and supportive services in a manner that is free from religious discrimination.

7.18.2 Local law enforcement and/or fire departments should be contacted for assistance and intervention as appropriate and indicated by any given circumstances.

7.18.3 Contractor shall also notify the VA Liaison, AOD, or COR immediately of any high-risk situations involving Veterans with suicidal and/or homicidal threats or ideation, episodes of physical or sexual violence, sexual activities, safety concerns, or activities involving illegal substances so that appropriate response may be coordinated.

7.18.4 In the event of a medical or psychiatric emergency, it is agreed that every effort will be made to facilitate Veteran access to local VA Medical Center for care. If a VA Medical Center is not available in the vicinity or is otherwise inconveniently located, Contractor will advise the VA Liaison or AOD of the facility to which the Veteran has been admitted. Contractor will also be expected to assist Veterans requiring non-urgent services with accessing appropriate care from a VA or community facility, as appropriate.

7.19 TRAVEL

7.19.1 Contractor shall assist Veterans with arranging local transportation to scheduled meetings and appointments. Contractor shall help Veterans understand and learn how to use public transportation. This includes providing education, information and clarifying instructions necessary to effectively utilize public transit systems.

7.19.2 If Contractor and/or VA staff determine that public transportation is not available, adequate, or appropriate for any Veteran, Contractor will be expected to assist the Veteran with identifying alternative modes of transport. Contractor is not required to provide transportation to a Veteran directly.

7.20 FACILITIES

7.20.1 GENERAL REQUIREMENTS: It is the responsibility of Contractor to properly maintain its facilities and the VA shall have no responsibility for paying or reimbursing the Contractor for such expenses. The contract facility shall:

7.20.1.1 Have a current occupancy permit issued by the local and state governments, where applicable, in the jurisdiction where the facility is located.

7.20.1.2 Be in compliance with existing standards of State safety codes and local, and/or State health and sanitation codes.

7.20.1.3 Meet the requirements of the Americans with Disabilities Act (ADA) (Public Law 100-336, 42 USC 12101-12213) pertaining to handicapped accessibility in effect on the date of contract award.

7.20.1.4 Where applicable, be licensed under State or local authority.

7.20.1.5 Where applicable, be accredited by the State.

7.20.1.6 Be equipped with operational air conditioning/heating systems if needed to maintain acceptable temperature.

7.20.1.7 Be kept clean, free of dirt, grime, mold, or other hazardous substances and damage that noticeably detracts from the overall appearance.

7.20.1.8 Be equipped with first aid equipment and an evacuation plan in case of emergency.

7.20.1.9 Have windows and doors that can be opened and closed in accordance with manufacturer standards.

7.20.1.10 Have an aggressive ongoing plan to address bed bug infestation. Ongoing bed bug infestation will be grounds for immediate discharge of Veterans from the facility.

7.20.1.11 Have emergency and disaster plans with written protocols that are posted to guide staff response to crises including, but not limited to, manmade and natural disasters, episodes of infectious diseases, physical injury, program participant suicide or suicide attempts, overdoses, and domestic or other violence. All Contractor staff shall be trained on emergency procedures and protocols.

7.21 FIRE SAFETY REQUIREMENTS

7.21.1 The building shall meet the requirements of the applicable residential occupancy chapters of the current version of NFPA 101, National Fire Protection Association's Life Safety Code. Any equivalencies or variances must shall be approved by SFVAHCS Director or Designee (i.e., Safety Service Chief, Environmental Safety Management).

7.21.2 Fire exit drills shall be conducted at least quarterly (monthly preferred due to frequency in change in program participants and in staffing across 24/7 staffed shifts). Program participants shall be instructed in evacuation procedures when the primary and/or secondary exits are blocked. A written fire plan for evacuation in the event of fire shall be developed and reviewed annually. The plan shall outline the duties, responsibilities, and actions to be taken by the staff and residents in the event of a fire emergency. This plan shall be implemented during fire exit drills. A written policy regarding tobacco smoking in the facility shall be established and enforced.

7.21.3 Portable fire extinguishers shall be installed at the facility. Use NFPA 101, Portable Fire Extinguishers, as guidance in selection and location requirements of extinguishers. Requirements for fire protection equipment and systems shall be in accordance with NFPA 101. All fire protection systems and equipment, such as the fire alarm system, smoke detectors, and portable extinguishers, shall be inspected, tested and maintained in accordance with the applicable NFPA fire codes and the results documented.

7.22 INSPECTIONS

7.22.1 Prior to the award of any contract and annually thereafter during any subsequent contracted performance periods, a multidisciplinary VA team consisting of a social worker, dietitian or nutrition and food service professional, nursing staff, VA Police, and a Safety and Occupational Health Specialist, as well as any other subject matter experts determined necessary by the medical center director, COR, HCHV Coordinator, or VA Liaison, shall conduct a survey of the Contractor’s facilities to be used to provide Veterans food, shelter, and clinical services to assure the facility provides acceptable level quality care in a safe environment. Additional inspections may also be carried out, announced or unannounced, at any other time as deemed necessary by VA.

7.22.2 Contractor will be advised of the findings of the annual inspection team. If deficiencies are noted during any inspection, Contractor will be given a reasonable amount of time (typically 30 days) to take corrective action and to notify the Contracting Officer, Contracting Officer’s Representative, or other VA designee that the corrections have been made. A contract will not be awarded until noted deficiencies have been eliminated. Failure by Contractor to take corrective action within the reasonable time provided will be reported to the VA Contracting Officer. If corrections are not made to the satisfaction of the VA, the Contracting Officer will be notified, and shall be the final arbiter on the necessary resulting consequences and action.

7.22.3 Annual reinspection shall be unannounced whenever possible. When an unannounced annual inspection is not possible due to privacy or other concerns, no less than four unannounced site visits by HCHV Liaison or other VA designee shall be made annually in addition to annual reinspection and shall include:

7.22.3.1 A visual safety and sanitation inspection of the facility including meal preparation areas, fire exits, sleeping areas and medication storage. Any safety or sanitation deficiency must shall be addressed immediately.

7.22.3.2 Review of Contractor’s emergency and disaster plans to ensure they are up to date and that staff are trained in the procedures outlined in the plans.

7.22.3.3 An audit of Veteran’s clinical records selected randomly to ensure documentation of case management services and that other services are being provided as required by the contract terms.

7.22.3.4 Review of any Veteran complaints to ensure that these have been resolved in a fair, impartial and consistent manner.

7.22.3.5 The results of the unannounced site visits are to be documented and shared with the COR and the Contracting Officer. The report and any issues that were found along with the resolution must be kept in the COR Administrative File for that program.

7.22.4 The inspection of the Contractor facilities will include inspection for conformity to the current Life Safety Code as described in Section 6.2, and will also include the following:

7.22.4.1 General observation of residents to determine if they maintain an acceptable level of personal hygiene and grooming.

7.22.4.2 Assessment of whether the facility meets applicable fire, safety and sanitation standards.

7.22.4.3 Determining whether the facility is in attractive surroundings conducive to social interaction and the fullest development of the resident's rehabilitative potential.

7.22.4.4 Observation of facility operations to see if appropriate organized activity programs are available during waking hours (including evenings) and degree to which a high level of activity is observed in the facility, such as individual professional counseling, physical activities, assistance with health and personal hygiene.

7.22.4.5 Seeking evidence of facility-community interaction, demonstrated by the nature of scheduled activities or by information about resident flow out of the facility, e.g., community activities, volunteers, local consumer services, etc.

7.22.4.6 Observation of staff behavior and interaction with residents to determine if they convey an attitude of genuine concern and caring.

7.22.4.7 Inspecting the types of meals and other nutrition provided to residents to see if appetizing, nutritionally adequate meals are provided in a setting, which encourages social interaction and if nutritious snacks between meals and bedtime are available for those requiring or desiring additional food, when it is not medically contraindicated.

7.22.4.8 Making a spot check of Veterans’ records to ensure accuracy with respect to Veterans’ length of stay and services provided to the Veterans

7.22.5 All Department of Veterans Affairs inspection findings for residential facilities furnishing treatment and rehabilitative services to eligible Veterans shall, to the extent necessary, be made available to all government agencies charged with the responsibility of licensing or otherwise regulating or inspecting such institutions.

8. ADMINISTRATIVE SERVICES

8.1. DETERMINATION OF ELIGIBILITY, REFERRALS, AND ADMISSIONS

8.1.1. VA is responsible for determining Veteran eligibility for placement in program prior to admission by Contractor for services.

8.1.2. Contractor is responsible for obtaining confirmation of Veteran eligibility for placement into program prior to admission of each Veteran referred under this contract.

8.1.3. If there is an urgent need to admit a Veteran and designated VA staff is unavailable to provide written verification of eligibility prior to admission, then verbal approval by VA is acceptable pending receipt of written verification.

8.1.4. Any admissions that occur without written/verbal approval must be verified by VA staff within 24 business hours in order for Contractor to receive payment for day(s) admitted prior to formal approval (e.g., admission occurs after hours or over the weekend).

8.1.5. Failure to establish eligibility prior to admission may result in denial of payment for services provided.

8.1.6. A list of authorized VA ordering personnel including primary identified VA Liaison shall be made available to Contractor upon award of the contract. VA employees may be added or deleted from this list during the term of the contract at the discretion of VA. Contractor shall not deviate from the list of individuals authorized to approve admissions without an updated list.

8.1.7. Referral constitutes authorization of an initial service period of up to 90 days unless otherwise specified.

8.1.8. Contractor shall be expected to provide same-day residential placement in the CERS program whenever possible. Contractor shall work to reduce barriers to admission by accepting referrals throughout the day and practicing flexibility with admissions processes. Admissions decisions shall be made on the same day of referral for admission when there is a program vacancy and no later than 24 hours after receipt of referral if the program does not have any immediate openings. Notification of all admissions decisions, any delay in admissions decisions beyond 24 hours, and reasons for denial of any admission shall be provided in writing to HCHV Liaison, COR, and/or designee. Admissions process is subject to VA Liaison review and adjustment at any time to ensure program accessibility for Veterans.

8.1.9. Contractor shall display a willingness to accept referred Veterans. VA referral to program shall include a verbal and/or written description of the referred Veteran’s current clinical presentation, current psychosocial circumstances, and risk assessment. Admissions decisions are not contingent upon Contractor receipt of SWS psychosocial assessment or Veteran’s intent to enroll in treatment at time of referral. It is understood that Veterans to be cared for under this contract will require care and services beyond room and board and may need more intensive case management than the general population. Level of intensity of services will be part of an ongoing discussion with VA Liaison. Contractor shall maintain effective communication with VA regarding any issues covered under this agreement

9. DELIVERABLES

9.1. QUALITY CONTROL BUSINESS PLAN

9.1.1. Contractor shall submit a Quality Control Business Plan that supports the program objectives and associated tasks. The Contracting Officer shall review and comment as necessary to ensure that contract goals are met.

9.2 STAFFING AND SERVICE PLAN

9.2.1 Contractor shall provide a detailed staffing and service plan. Plan shall demonstrate that sufficient professional personnel are employed to carry out the policies, responsibilities, and services required under this contract.

9.2.2 Contractor shall identify each person functioning as “Key Personnel” under this contract and provide the VA with a description of the services to be provided by each person.

9.2.3 Contractor shall assign to this contract personnel who are qualified by education, training, and, when required, certification or licensure, to provide the Therapeutic and Rehabilitative and other basic services required by this Performance Work Statement.

9.2.4 Contractor may be required to supply a resume(s) summarizing relevant skills and experience of any/all Key Personnel upon request. Minimum Key Personnel requirements are as follows:

9.2.4.1 Contractor shall be required to provide 24-hour staffed program for day and night supervision and safety and shall include, at minimum, the following:

9.2.4.1.1 One full-time program manager/administrative/clinical designee who shall be responsible for contract performance and who shall have authority to act for Contractor on all matters relating to daily operations of the program and who shall be available for consultation with the authority to make decisions regarding the facility and residents in case of emergency 24 hours a day, 7 days a week.

9.2.4.1.2 One professionally credentialed clinician (i.e., CADC,…