36C26218Q9435-012.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Housing Specialist/Landlord Liaison (HS/LL) Support:

Housing Placement and Retention Services

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring Contractor performance under this contract.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish.

This QASP is based on the premise that the Government desires to maintain quality services.

The resulting contract is considered the best means of achieving that objective.

PURPOSE

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

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. In this contract the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a "self-correcting" contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the Contractor to success. This QASP explains the following:

• What shall be monitored.

• How monitoring shall take place.

• Who shall conduct the monitoring.

• How monitoring efforts and results shall be documented ..

This QASP is a "living document" c).nd 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.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document shall ensure a robust quality assurance program.

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 is incorporated within this QASP to include performance standards and disincentives. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the Acceptable Quality Level (AQL) defined below for each performance requirement.

Item Task

Contractor

Housing

Leads

Development/

Landlord

Engagement

Duties

Indicator

Build robust portfolio of landlords willing to rent units to HUD- Y ASH participants.

Develop and manage a housing resource database that lists all Landlords actively participating in HUD

Y ASH.

Provide education to Landlords on

PHNHUD

procedures and regulations, landlord/tenant rights, and issues associated with formerly homeless tenants.

Standard·

Increase number of landlords by 20%

Increase number of available rental units by20%

Education materials/training curriculum should be developed with input from HUD-V ASH staff, PHA staff, and others, as needed.

Contractor will develop a comprehensive training plan to ensure that each new participating landlord will be trained either by l-on-1 review of training materials with HS/LL or participation in formal group training, with

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95%

95%

Housing resource database

Periodic inspection of database to ensure all relevant information on Landlords is entered.

Review of training materials.

Signed document indicating Landlord has reviewed materials and/or participated in training.

additional training available as needed.

Provide useable Housing leads must 95% Input from housing leads to address stated client HUD-VASH HUD-V ASH staff for preferences and staff, Veterans. access needs. particularly VA housing soecialists.

Be present at initial Contractor staff 95% Observations apartment site should act as a from HUD-meetings between problem- V ASH staff and Landlord, Veteran, solver/negotiator record review.

and HUD-VASH focusing on needs of staff. landlord.

Assist Landlords in Will include 95% Observations reviewing/completing prospective from HUD-paperwork and forms. standardized rental VASHstaff, applications, landlord Requests for Tenancy feedback.

Contractor Approval (RFT As)

Participation and other PHNHUD- V ASH paperwork.

in moving Use contract funding Provide funding to 95% Review of 2 HUD-VASH

Participants to incentivize landlord landlords for credit receipts for into Housing participation and checks/applications funding utilized, Duties promote quicker fees; apartment landlord housing placement. repairs to pass PHA feedback and inspection, and HOMES.

damage mitigation (monies above security deposit).

Veterans referred will move into housing within 60 days of the referral date.

Establish and manage Contractor maintains 95% Review of a Landlord Hotline for the hotline with 24/7 hotline log and landlords to call when response to landlords. observation.

problems occur.

Document in a call log the nature and outcome of the call.

Provide mediation There will be a 20% 95% VA HOMES Contractor support to help decline in the data.

Landlord resolve monthly number of Observations by Support/ tenant/landlord negatives discharges HUD-VASH

3 Retention disputes by working by housed HUD staff regarding

Duties directly with landlords V ASH participants. contract/landlord and HUD-V ASH interactions, staff. landlord feedback.

Demonstrate quality The HS/LL team 95% Review of customer service. members must be satisfaction knowledgeable, surveys, VA professional, and case demonstrate management consistency in communication documentation, processes and points of and hotline calls.

contact.

Contractor will Timeliness of 95% Review of VA immediately notify Reporting case the VA of pending management evictions and other documentation

Patient negative incidents and and incident 4 Incidents will submit incident reports.

reports within 24 hours.

Contractor will maintain a log of hotline calls.

INVOICING: In addition to existing QASP requirements, the following weighted scale will be used by the facility Contract Officer Representatives (CORs) to adjust monthly invoices when the requirements listed in the SOW have not been fully met by the contractor. All other scenarios outside the ones listed below will be reviewed and approved by the facility Contracting Officer Representative (COR) and Contracting Officer on a case by case basis.

The pricing scale for the contract will be based on a combination of a standard rate for operations/ overhead costs, in addition to performance based incentives: 50% of the total monthly billing cost will represent a flat rate, while 50% will be variable based on the pricing structure based below (Note: Percentages below represent the increase based on the 50% variable rate, not the full contract amount per month).

Increase landlord • Contractor will identify 10 landlords new 5% engagement and to V ASH each month available apartment • Contractor will identify 30 new units for 5% units potential use by V ASH participants each month.

• Contractor will provide comprehensive 10% education to 95% new landlord partners.

• Contractor will attend at least 95% of 10% initial apartment site meetings between Landlord, Veteran, and HUD-V ASH staff

• At least 50% of housing leads provided 5% will meet the Veterans' preferences, including geographic region and neighborhood amenities (e.g., public transportation, religious institutions, recreational opportunities)

• At least 65% of Veterans referred will 5% move into housing within 60 days of the referral date

Decrease in negative • The number of housed HUD-V ASH 10% discharges participants negatively discharged from

V ASH will be 40 per month or less

SURVEILLANCE: The Government quality assurance (QA) person and the COR shall use the surveillance methods listed below in the administration of this QASP.

a. Direct Observation. Direct observation shall be performed periodically or through 100% surveillance. All Performance Standards

b. Periodic Inspection. Evaluate outcomes on a periodic basis. Inspections may be scheduled Daily, Weekly, Monthly, Quarterly, Annually or unscheduled, as required. All Performance Standards

c. Progress or status meetings. All Performance Standards periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Performance Assessment Meetings will be conducted monthly.

The Government may, at its discretion, choose any time, announced or unannounced, to have VA personnel inspect the contractor's files.

The COR shall meet with the Contractor quarterly to assess performance and shall provide a written assessment.