4. Advance Notice Military OneSource PWS and Section 5.pdf

Version 04/12/2023

ADVANCE NOTICE OF PERFORMANCE

WORK STATEMENT (PWS) AND

SECTION 5

47QFCA23R0053

Military Community and Family Policy

(MC&FP)

in support of the:

Military OneSource Program

Issued to:

Open Market

Conducted under Federal Acquisition Regulation (FAR) Parts 12 and 15

Issued by:

Federal Systems Integration and Management Center (FEDSIM)

July 7, 2023

FEDSIM Project ID 47QFCA23Z0016

Controlled by: GSA FEDSIM contact.fedsim@gsa.gov

PERFORMANCE WORK STATEMENT (PWS)

1.0 INTRODUCTION

The Military Community and Family Policy (MC&FP) requires a contractor to provide services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Over the course of this contract, the DoD may also designate other categories of personnel to be participants.

These MC&FP services shall be available 24 hours a day, seven days a week (24/7) via the Internet, telephone (i.e., toll-free 800 number and collect calls), electronic mail (email), postal mail, video counseling, secure real-time messaging (chat), Artificial Intelligence (AI) chatbot, and face-to-face counseling upon request. This is a dynamic environment encompassing comprehensive support systems related to military members and their families. A key goal of the Military OneSource Program is to ensure that the program’s resources and support reach the service members and family members who need them. The comprehensive nature of the Military OneSource Program allows it to be a true “one source” of information and resources so that, once engaged, participants are encouraged to return to the program to have additional needs met.

The 24/7 nature of call center operations allows for participants to utilize the Military OneSource services at times that are convenient, with the ability to use diverse methods of communication, to meet their needs.

Unpredictable world events (e.g., natural or man-made disasters) and military situations (e.g., unscheduled deployments) may affect this contract, thus challenging DoD and the contractor with developing innovative options and solutions to support military members and their families.

1.1 AGENCY MISSION

The Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy (MC&FP) is directly responsible for programs and policies that establish and support community quality of life programs for service members and their families worldwide. MC&FP also serves as the focal point for coordination of the broad range of quality-of-life issues within the DoD.

More specifically, MC&FP provides family support policies and programs in areas including family center operations, childcare, youth programs, family advocacy, relocation, transition support services, and support during mobilization and deployment (including casualty affairs). It also coordinates the services of nonprofit agencies and provides policy and program oversight to ensure that military community quality of life programs is designed and executed to support the needs of DoD missions around the world. In addition, MC&FP coordinates DoD oversight of the Armed Forces Retirement Home Board and establishes program policy to sustain the mission and basic community programs for morale, welfare, and recreation.

2.0 SCOPE OF WORK

The scope of the Military OneSource Program encompasses the development of all resources, processes, personnel, materials, training, equipment, and technology necessary to provide service members and their families with unlimited 24/7 access to stateside and international information, referral, and counseling services available through a centralized source (via internet, toll-free telephone, e-mail, postal mail, video counseling, secure real-time messaging (chat), AI chatbot, and face-to-face counseling upon request).

There are emerging needs for this requirement; some are already established, others are arising, and additional needs are expected to develop in the future. It can be challenging to predict specific emerging needs; therefore, the flexibility and capacity of the contractor to address these needs is most imperative. This is a dynamic environment encompassing quality-of-life support systems for military members and their eligible family members. The intent is to have a contract that allows the Government to quickly address changing social dynamics, educational requirements, and/or military missions. The evolving needs of the participants may drive modification of the Military OneSource Program to satisfy participants in a rapidly changing environment. Participant needs require a contractor to employ a broad range of both military-specific and civilian resources to quickly adjust based on demand.

2.1 ELIGIBLE PARTICIPANTS

Individuals are eligible to participate in the Military OneSource Program and receive all services if they are:

a. Active duty members of the Military Services, as defined by DoD Directive (DoDD) 5100.01, and their immediate family, which includes spouses as defined by 1 United States Code (U.S.C.) Section 7, children, and anyone who has legal responsibility for a Service member’s children or dependent parent during deployment or separation.

b. Members of any of the DoD Guard or Reserve components (including the Selected Reserve, and Standby Reserve) and those defined by 1 U.S.C. Section 7.

c. Members of the United States (U.S.) Coast Guard as members of the Department of Homeland Security (DHS), and when on active duty, or activated reserve personnel deployed or mobilized under the Title 10 authority of the DoD and their immediate family, which includes spouses as defined by 1 U.S.C. Section 7, children, and anyone who has legal responsibility for a Service member’s children or dependent parent during deployment or separation.

d. DoD expeditionary civilians during the 90 days prior to deployment and 180 days post-deployment and their immediate family, which includes spouses as defined by 1 U.S.C.

Section 7, children, and anyone who has legal responsibility for a DoD expeditionary civilian’s children or dependent parent during deployment or separation.

e. Survivors of deceased service members, regardless of the cause of death. Eligibility applies to survivors of Active Duty, Guard, and Reserve service members regardless of activation status. Survivors include un-remarried surviving spouses as defined by 1 U.S.C. Section 7 children, and anyone who has legal responsibility for a Service member’s children or dependent parent during deployment or separation.

f. Military academy cadets enrolled in one of the service academies for the Army, Navy, or Air Force.

g. Retired or discharged service members and their immediate family. Service members discharged honorably, including a general discharge under honorable conditions, including Coast Guard veterans and their immediate family from the date of separation until 365 days past the end of tour of service, retirement date, or discharge date.

Limited services, generally those that are not billed per unit of service, are available to the following individuals: DoD civilians, National Guard and Reserve employees, Government contractors, state government civilians, contractors, and organizations that provide direct support to service members and military family members including employees of Navy Fleet and Family Readiness, Army Community Services, Marine Corps Community Services, Air and Space Force Family Readiness, Medical Personnel and employees of the DoD Education Activity, State Joint Forces Headquarters (HQ), Family Assistance Centers, Veterans Department, American Legion, and Veterans of Foreign Wars. Family members of employees are not eligible.

There are other participant populations that receive partial and time-limited services that are specific and subject to change such as medically discharged service members and their immediate family; caregivers and parents of wounded, ill, and injured service members; retired and discharged service members and their immediate family; non-military/non-spouses (i.e., partners and former spouses as defined by 1 U.S.C. Section 7) who are the parent of a dependent child; parents and extended family members of Active Duty, Guard, and Reserve service members; Reserve Officers’ Training Corps; and delayed entry recruits, their parents, and immediate family members.

A Military OneSource Eligibility Matrix (Attachment Eligibility Matrix) will be updated throughout the period of performance of the contract as required.

2.2 INFORMATION/REFERRAL AND EDUCATION/CONSULTATION SERVICES

The Military OneSource Program includes call center operations providing expert information/referral and educational/consultation services as well as educational/information materials and non-medical counseling services. Information/referral and education/consultation services shall cover the full range of quality-of-life services/programs in both the military and civilian sectors. Services shall be provided both in the Continental United States (CONUS) and Outside the Continental United States (OCONUS) through Military OneSource. Face-to-face non-medical counseling with Military OneSource shall be provided within the CONUS and where available, OCONUS. For face-to-face non-medical counseling OCONUS, participants shall also be offered a referral to the closest installation’s Military and Family Life Counseling (MFLC) Program and counseling support options to address mental wellness concerns.

2.3 PERSONNEL REQUIREMENTS

Military OneSource provides professional and technical expertise, as required, in a variety of disciplines that impact the lives of military members and their families. The triage consultants shall be available 24/7 to provide expert consultation, education, information, and referral services. These services shall be consultative in nature; solicitation of any type is prohibited under this contract.

All Military OneSource staff, network providers, health and wellness coaches, and financial counselors or any other contractor or subcontractor personnel performing any part of this requirement, or having access to any data, information, or work product generated during the performance of this contract, shall be U.S. citizens, speak fluent English, and stringently adhere to the DoD personnel security mandates that are defined in this PWS and its accompanying attachments.

Some locations may require the counselor to speak Spanish fluently to effectively provide services and information to participants. The contractor shall provide Military OneSource field consultants that speak Spanish fluently for some assignments (e.g., Puerto Rico, Alaska, and Texas). Currently, it is estimated that 20 to 25 percent of field consultants will be in locations that will require Spanish fluency. Additional Spanish-speaking field consultants (or other languages) may be required to support future requirements.

Military OneSource staff, network providers, health and wellness coaches, and financial counselors or any other contractor or subcontractor personnel performing any part of this requirement shall not transport any Military OneSource-connected participant in any vehicle and shall not physically enter a participant’s home at any time.

3.0 APPLICABLE DOCUMENTS AND REFERENCES

Information sources used for program and content development shall be from official Government sources or authorized affiliates (Attachment 26, Reference To be Determined (TBD)). Internet domains .gov, .mil, and .edu are the primary resource sources for mandatory compliance requirements of this PWS.

The contractor’s name or corporate logo, as well as any reference to the contractor, shall not be included in/on any documentation, literature, or materials associated with Military OneSource, to include the Military OneSource web presence.

Proprietary rights for all products, services, databases, and resources developed for the Military OneSource Program are the property of the Government at all times and shall be retained by the Government upon contract completion.

4.0 REQUIREMENTS FOR THE MILITARY ONESOURCE PROGRAM

The contractor shall provide 24/7 call center services to manage and operate DoD’s Military OneSource Program. The contractor’s call center shall be located in the CONUS. The contractor shall provide information and referral services including non-medical counseling, financial counseling, tax assistance, spouse education and career information, adoption information, child care, Exceptional Family Member Programs (EFMPs) (Attachment TBD), deployment support, disability information, elder care, educational services for adults, children, and youth, relocation services, pet care, health and wellness coaching, housing assistance, legal service referrals, single service member services, lodging, military benefits, relationship support, parenting, spouse relocation and transition, peer-to-peer support, and everyday issues (e.g., locating a plumber or mechanic). As Government programs and requirements change, the contractor shall provide these services as directed and approved by the Military Community Support Programs Team (e.g., Federal Systems Integration and Management Center (FEDSIM) Contracting Officer’s Representative (COR), MC&FP Technical Points of Contact (TPOCs), and authorized Government personnel)).

4.1 TASK 1: PROGRAM MANAGEMENT SUPPORT

4.1.1 PROGRAM MANAGEMENT OBJECTIVE

The contractor shall establish a program management team to assure the consistent delivery of high-quality services to participants. The program management team shall possess demonstrated knowledge and experience in dealing with military quality-of-life programs and services.

4.1.2 MINIMUM REQUIREMENTS FOR PROGRAM MANAGEMENT (PM)

The contractor shall provide program management support under this contract. This includes the management and oversight of all activities performed by contractor personnel, including subcontractors and consultants, to satisfy the requirements identified in this PWS.

The contractor shall provide expertise across a wide array of topics including providing high-availability call center operations; performing surge handling; establishing and measuring call center customer satisfaction and performance goals; architecting, securing, operating, and maintaining the technological and cyber infrastructure (e.g., servers, storage, and applications) necessary to operate a DoD call center; and ensuring the Government’s technological and cyber capabilities meet or exceed all DoD and Federal mandates. Across these capacities, the contractor shall develop and maintain internal business processes and Standard Operating Procedures (SOPs), tools, and technical expertise to integrate all elements of the Military OneSource requirements to support and maintain a system of mental health providers and support staff at a level of readiness over the contract’s period of performance. The contractor shall develop and maintain processes and procedures to:

a. Support the warm hand-off of participants to other counselors and/or community resources.

b. Provide services to participants worldwide.

c. Provide backup call center support.

d. Meet peak usage periods and manage spikes in call and chat volume.

e. Support the latest technological innovations in the delivery of virtual services for non-medical counseling and group based mental health services.

No formal written modifications of processes, policies, or procedures can be implemented without written acknowledgment from the Military OneSource Program Manager, MC&FP’s Chief Information Officer (CIO) and Authorizing Official (AO), and the FEDSIM Contracting Officer (CO). Any and all program adjustments, changes in workflow for non-medical counseling, or matters affecting the contractor’s IT/Cyber capabilities, shall be discussed with and approved in writing by the Military OneSource Program Manager, MC&FP’s CIO/AO, and the FEDSIM CO. The contractor shall adhere to Government policies and procedures for each type of service delivery. The contractor shall work collaboratively with the Government and other Government contractors to present a unified, cohesive effort in delivering services to participants, including roundtable meetings with the Government as directed.

The contractor shall remain free of any political bias and ensure consistency of service regardless of installation, location, or any other factor. The contractor staff including network providers, health and wellness coaches, and financial counselors shall NOT speak to the media or press regarding Military OneSource or their work with Military OneSource participants without specific written approval from the Military OneSource Programs Manager. The contractor shall forward all media or press inquiries to the Military OneSource Program Manager. Contractor staff including network providers, health and wellness coaches, and financial counselors shall not engage in political discussions with participants concerning DoD policy as they shall remain focused on providing support. Contractor staff including network providers, health and wellness coaches, and financial counselors shall not represent the Government at any Federal, state, or military meeting or event.

The contractor shall establish and maintain a customer-service atmosphere of respect and concern for every Service member or family member, regardless of grade/rank, race, color, national origin, sex, religion, age, or disability in accordance with guidance issued by the

Department of Justice (DOJ), U.S. Department of Health and Human Services (DHHS), U.S.

Department of Labor (DOL), and Small Business Administration (SBA).

The contractor shall provide quarterly updates on the contractor’s performance plan related to the Service Level Agreements (SLAs) and Performance Metrics (Attachment TBD).

4.1.3 ACCOUNTING FOR SERVICE CONTRACT REPORTING

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for MC&FP in support of the Military OneSource Program. The contractor shall completely fill in all required data fields using the following web address: http://www.sam.gov.

Reporting inputs will be for the labor executed during the period of performance during each Government Fiscal Year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk at: http://www.sam.gov.

4.1.4 COORDINATE A PROGRAM KICK-OFF MEETING

The contractor shall schedule, coordinate, and host a Program Kick-Off Meeting at the location approved by the Government (Section 5, Deliverable TBD). The meeting will provide an introduction between the contractor personnel and Government personnel who will be involved with the contract. The meeting will provide the opportunity to discuss technical, management, and security issues, and travel authorization and reporting procedures. At a minimum, the attendees shall include the contractor’s Key Personnel, the MC&FP TPOCs, representatives from MC&FP’s Military OneSource Program Office and other Directorates, other relevant Government personnel, the FEDSIM CO, and the FEDSIM COR.

At least three days prior to the Program Kick-Off Meeting, the contractor shall provide a Program Kick-Off Meeting Agenda (Section 5, Deliverable TBD) for review and approval by the FEDSIM COR and the MC&FP TPOCs prior to finalizing. The agenda shall include, at a minimum, the following topics/deliverables:

a. Points of contact (POCs) for all parties.

b. Personnel discussion (e.g., roles and responsibilities and lines of communication between the contractor and the Government).

c. Program Staffing Plan and status.

d. Transition-In Plan (Section 5, Deliverable TBD) and discussion.

e. Security discussion and requirements (e.g., building access, badges, Common Access

Cards (CACs), and access to MC&FP’s information systems and applications).

f. Financial reporting and invoicing requirements.

g. Quality Management Plan (QMP) (Section 5, Deliverable TBD).

The Government will provide the contractor with the number of Government participants for the Program Kick-Off Meeting.

The contractor shall draft and provide a Program Kick-Off Meeting Minutes Report (Section 5, Deliverable TBD) documenting the Program Kick-Off Meeting discussion and capturing any action items.

http://www.sam.gov/ http://www.sam.gov/

4.1.5 MONTHLY STATUS REPORTS OBJECTIVE

The contractor shall develop and provide a detailed MSR (Section 5, Deliverable TBD) that includes data analysis and trends of program utilization, Quality Assurance (QA), evidence of program effectiveness, and successful participant outcomes. Accurate details of utilization and quality metrics shall allow the DoD and Military Services to redirect and refocus program and contract efforts to target participant needs as required (Attachment TBD).

4.1.5.1 PREPARE A MONTHLY STATUS REPORT (MSR) AND AD-HOC REPORTS

The contractor shall develop and provide a monthly Military OneSource Program MSR (Section 5, Deliverable TBD). The MSR shall include the following:

a. Activities during the reporting period, by task (include ongoing activities, new activities, activities completed, and progress to date on all above-mentioned activities). Each section shall start with a brief description of the task.

b. Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them.

c. Personnel gains, losses, and status (e.g., security clearance).

d. Government actions required.

e. Schedule (show major tasks, milestones, and deliverables including planned and actual start and completion dates for each).

f. Summary of trips taken and conferences attended (attach trip reports to the MSR for the reporting period).

g. Financial Status Report (Attachment TBD)

a. Cost incurred by Contract Line Item Number (CLIN).

b. Accumulated invoiced amount for each CLIN up to the previous month.

c. Projected amount of each CLIN for the current month.

The contractor shall also capture and report all participant contacts by Military Service and installation, Service member, or family member, including Guard and Reserve, in the MSR. A complete list of the current military installations can be found at the following link:

https://installations.militaryonesource.mil. The MSR shall include the information contained in Attachments TBD and 26, Reference TBD.

In addition to the MSR, the contractor shall deliver ad-hoc reports to the Military OneSource Program Manager as required. These ad-hoc reports often have very short suspense times and average three to five per month.

4.1.6 CONVENE TECHNICAL STATUS MEETING

The contractor PM shall convene a monthly Technical Status Meeting with the MC&FP TPOCs, FEDSIM COR, and other Government stakeholders (Section 5, Deliverable TBD). The purpose of this meeting is to ensure all stakeholders are informed of the monthly activities and MSR, provide opportunities to identify other activities and establish priorities, and coordinate resolution of identified problems or opportunities. The contractor PM shall provide minutes of these meetings, including attendance, issues discussed, decisions made, and action items assigned, to the FEDSIM COR (Section 5, Deliverable TBD).

https://installations.militaryonesource.mil/

4.1.7 PREPARE AND UPDATE A PROGRAM MANAGEMENT PLAN (PMP)

The contractor shall document all support requirements in a PMP and provide it to the Government (Section 5, Deliverable TBD).

The PMP shall:

a. Describe the contractor’s management approach.

b. Contain detailed SOPs for all tasks.

c. Include milestones, tasks, and subtasks required in this contract.

d. Provide for an overall Work Breakdown Structure (WBS) with a minimum of three levels and associated responsibilities and partnerships between Government organizations.

e. Describe in detail the contractor’s approach to risk management under this contract.

f. Describe in detail the contractor’s approach to communications, including processes, procedures, format, and other rules of engagement between the contractor and the Government.

g. Include the contractor’s QMP.

The PMP is an evolutionary document that shall be updated annually at a minimum (Section 5, Deliverable TBD). The contractor shall adhere to the latest Government-approved version of the

PMP.

4.1.8 PREPARE TRIP REPORTS

The Government will identify the need for a Trip Report when the request for travel is submitted (Section 5, Deliverable TBD). The contractor shall keep a summary of all long-distance travel including the name of the employee, location of travel, duration of trip, and POC at travel location. Trip reports shall also contain Government approval authority, total cost of the trip, a detailed description of the purpose of the trip, and any knowledge gained. At a minimum, Trip Reports shall be prepared with the information provided in Attachment TBD.

4.1.9 QUALITY MANAGEMENT OBJECTIVE

To ensure Military OneSource participants receive the highest quality services possible.

4.1.9.1 MINIMUM REQUIREMENTS FOR QUALITY MANAGEMENT (QM)

The contractor shall identify and implement its approach for providing and ensuring quality throughout its solution to meet the requirements of the contract. The contractor shall provide a QMP and maintain and update it as changes in the program processes are identified (Section 5, Deliverable TBD). The contractor’s QMP shall describe the application of the appropriate methodology (e.g., Quality Control (QC) and/or QA) for accomplishing the contract performance expectations and objectives. The QMP shall describe how the appropriate methodology integrates with the Government’s requirements.

The contractor shall identify, within its QMP, the measures necessary for monitoring performance for all Military OneSource operations to meet minimum standards in the SLAs and Performance Metrics (Attachment TBD). The contractor shall maintain and provide all records and reports pertaining to QC and QA documentation for the life of this contract, and make them available for Government review at any time during performance (Section 5, Deliverable TBD).

The contractor shall collect non-distinguishable (non-Personally Identifiable Information (PII)) service delivery information focusing on key quality factors including appropriateness, effectiveness, successful outcomes; and any or all of the dimensions of quality such as accessibility, availability, efficiency, continuity, safety, timeliness, and respectfulness.

The contractor shall continuously review Military OneSource data sources to identify patterns, trends, and recommended remedies including Case Record Review reports (Section 5, Deliverable TBD); quarterly review of incidents, accidents, and grievances; customer satisfaction data; customer outcomes data; and management and operations data and reports. The contractor shall be able to demonstrate at any time to the Military OneSource Program Manager or the FEDSIM CO, in writing, that the contractor staff, network providers, health and wellness coaches, and financial counselors are providing appropriate support to Service members and their families.

The QMP for all Military OneSource non-medical counseling shall meet, at a minimum, a QC level that is consistent with Council on Accreditation (COA) or Utilization Review Accreditation Commission (URAC) Performance and Quality Improvement (PQI) standards. Although “accreditation” with the COA or URAC is not a requirement of this contract, the QA guidelines from COA or URAC, for EAP services, shall be met at a minimum (Attachment 26, Reference

TBD).

The contractor shall conduct reviews of case records for non-medical counseling to evaluate the presence, clarity, quality, and continuity of required documents using uniform forms to ensure consistency; reviews shall also include a random sample of both open and closed cases. The contractor shall provide a plan and method to review case records objectively, avoiding conflict of interest and including a case record review form that defines and tracks vital documents and elements. All document artifacts that contain PII, including those that are retrieved, created, modified, and/or handled, must be marked and controlled at all times in accordance with the Privacy Act of 1974, DoD 5400.11-R, DoD 5200.48 (Controlled Unclassified Information (CUI) shall be in accordance with this DoD CUI policy)), and DoD Instruction (DoDI) 5400.11. Absent a current and approved Authorization to Operate (ATO) from MC&FP’s CIO/AO, the contractor shall NOT store or maintain Government PII in a contractor-owned or contractor-operated data system.

Documents included in the case record review may include assessments, service plans, appropriate consents, progress or case notes or summaries or case closure summaries, evidence of quarterly case supervision if required, relevant signatures, and service outcomes. The contractor shall review one or two quality issues that assess appropriateness, need for, and effectiveness of services. Criteria for assessing quality issues such as appropriateness, need for, and effectiveness of services can include services needed and provided or obtained, length of service, changes in status or level of service, need for continued service, compliance with mandated review indicators, and timeframes. The Government will provide a benchmark for sampling for case record reviews to identify trends and patterns following guidelines based on an annual number of case records that meets the minimum standards recommended by COA or URAC is provided as GFI (See Attachment TBD). COA or URAC guidance for sample size shall be followed. The contractor may identify and propose a developed and proven methodology, which meets the minimum standards of COA or URAC, identifying sample size, confidence levels, size of the network, and number of providers providing Military OneSource non-medical counseling, trends, and patterns including open and closed cases. This methodology shall be approved, in writing, by the Military OneSource Program Manager prior to implementation on this contract. Additionally, the contractor shall support requests for record searches and record release. All cases identified as an adverse incident shall be reviewed for QA and risk management by the contractor and the Military Community Support Programs Team (Attachment TBD).

The contractor shall provide PQI standards (Section 5, Deliverable TBD) including the use of data to identify areas of needed improvement and implement improvement plans in support of achieving performance targets, program goals, participant satisfaction, and positive participant outcome. The QMP shall integrate the findings of external contractor review processes including licensing reviews; information related to compliance with Federal, state, and department requirements; Governmental audits; accreditation; and other reviews into its PQI process, where appropriate. The QMP shall include an inclusive approach to establishing measured performance goals, participant outcomes, indicators, and sources of data that ensure broad-based support for useful performance and outcomes measurement.

4.1.10 TRANSITION-IN SUPPORT

The contractor shall provide a Transition-In Plan (Section 5, Deliverable TBD) as required in Section 5. The contractor shall ensure that there will be minimum service disruption to vital Government business and no service degradation during and after transition. The contractor shall implement its Transition-In Plan no later than 10 calendar days after award, and all transition activities shall be completed 90 calendar days after Program Start (PS) (Section 5, Deliverable

TBD).

The Transition-In Plan shall discuss the process for transferring services, including open cases and associated data, as well as the following:

a. Call center staff shall respond to 100 percent of incoming calls no later than transition-in completion.

b. All electronic and hard-copy records including open cases shall be fully transitioned.

c. QA metrics shall be met and all Government-Furnished Information (GFI) and

Government-Furnished Property (GFP) shall be transferred and fully integrated into the performance and administration of this contract by the end of the 90-day transition-in period.

d. Content of Education and Information materials (for participant download or mailing) shall be available for DoD review no later than transition-in completion.

e. QA measures that shall allow the Government to exercise its responsibilities for monitoring contractor performance. In addition, the contractor shall identify any transition risk factors and plans for managing those risks.

f. Process for acquiring and maintaining the necessary External Certification Authority (ECAs) (Attachment TBD) in support of their Military OneSource State consultants.

In accordance with Task 5 in this Military OneSource PWS, the contractor shall deliver a program plan and timeline to achieve an Authorization to Operate with Conditions (ATO-C) within 90 calendar days of award. In this capacity, the contractor shall allow for at least 30 calendar days for Security Control Assessment (SCA) activities.

Every week during the transition-in period, the contractor shall provide a Transition Status Report (Section 5, Deliverable TBD), in a contractor-provided format, subject to MC&FP TPOCs approval. The Transition Status Report shall detail the status of implementation milestones for call center operations, reports, disaster recovery, general education/information materials, specialty consultations, all non-medical counseling services, financial counseling, about:blank about:blank health and wellness coaching, and all program oversight elements including status of subcontracts.

The contractor’s program management structure, organization, and facilities shall be in place and fully operational at the end of the 90-day transition-in period. At completion of the transition-in period, the contractor shall have responsibility for all requirements covered under this contract.

During transition-in, one face-to-face meeting shall take place within the first30 days after contract award. This meeting shall take place at the contractor’s call center facility within 10 land/road mile radius of the Pentagon in Arlington, Virginia (VA). Requirements for the Military OneSource call center are further discussed in Section 4.3.2.

4.1.11 TRANSITION-OUT SUPPORT

The contractor shall provide Transition-Out support, when required by the Government. The Transition-Out Plan shall facilitate the accomplishment of a seamless transition from the incumbent to an incoming contractor/Government personnel at the expiration of the contract.

The contractor shall provide a Transition-Out Plan within six months of PS (Section 5, Deliverable TBD). The contractor shall review and update the Transition-Out Plan in accordance with the specifications in Section 5.

In the Transition-Out Plan, the contractor shall identify how it will coordinate with the incoming contractor and/or Government personnel to transfer knowledge regarding the following:

a. Program management processes.

b. POCs.

c. Location of technical and program management documentation.

d. Status of ongoing technical initiatives.

e. Appropriate contractor to contractor coordination to ensure a seamless transition of all

PWS requirements.

f. Transition of Key Personnel roles and responsibilities.

g. Schedules and milestones.

h. Actions required of the Government.

The contractor shall also establish and maintain effective communication with the incoming contractor/Government personnel for the period of the transition via weekly status meetings or as often as necessary to ensure a seamless transition-out.

The contractor shall implement its Transition-Out Plan no later than six months prior to expiration of the contract.

4.1.12 TRAINING

All Military OneSource contractor personnel, including subcontractors and consultants, shall complete the following initial and annual mandatory training courses. Records of training completion shall be managed and maintained by the contractor’s Security Manager via MC&FP’s Personnel Account Maintenance (PAM) information system.

DoD Cyber Awareness Challenge – Updated annually, the purpose of the Cyber Awareness Challenge is to influence behavior, focusing on actions that authorized users can engage to mitigate threats and vulnerabilities to DoD Information Systems. This training is current, designed to be engaging, and relevant to the user. The Government will provide an updated link to the contractor each year via MC&FP’s PAM Reference Guide for Security Managers.

At the time of the release of this PWS, the training link is https://public.cyber.mil/training/cyber-awareness-challenge.

Identifying and Safeguarding Personally Identifiable Information (Privacy Act) – This interactive training course reviews the definition of PII, why it is important to protect PII, the policies and procedures related to the use and disclosure of PII, and both the organization’s and individual’s responsibilities for safeguarding PII. By default, this course is hosted via the DoD Joint Knowledge Online (JKO) platform. The Government will provide guidance to the contractor in support of accessing this course and completing the training.

DoD Controlled Unclassified Information (CUI) – The course provides information on the 11 training requirements for accessing, marking, safeguarding, decontrolling, and destroying CUI along with the procedures for identifying and reporting security incidents. This course also fulfills CUI training requirements for industry when it is required by Government Contracting Activities for contracts with CUI requirements. The Government will provide guidance to the contractor in support of accessing this course and completing the training.

MC&FP Incident Management and Incident Reporting (IM/IR) – MC&FP’s (CUI) [IR] Incident Response Policy and Procedural Guide, as updated at least twice annually, or as critical changes are made, represents the sole authoritative guidance for MC&FP ID/IR and shall apply to all individuals with responsibility for IM/IR as part of the MC&FP Cybersecurity Program including management, staff, contractors, and contract service providers.

The contractor shall further develop and maintain a Military OneSource Program contractor staff training program and methodology (Section 5, Deliverable TBD) to ensure all contractor staff, including subcontractors and consultants, supporting Military OneSource are current on military service specific matters, understand military terminology, and are familiar with evolving issues that affect military members and their families. The Government shall provide a virtual training series for utilization of the Government electronic Case Management System (eCMS). Ongoing contractor-provided virtual training shall be available thereafter.

All training pertaining to the Military OneSource Program shall be reviewed and approved in writing by the Military OneSource Program Manager prior to utilization of the training program or module. All contractor staff shall be trained prior to supporting the program. The contractor training shall pertain specifically to the military population and include the following:

a. Services and support provided by Military OneSource to participants.

b. Person-centered approaches, soft skills training, and expectations of interaction with military personnel (e.g., military life and sensitivity training).

c. Military programs and benefits including, but not limited to, services and resources provided at the installation level (i.e., family center support; Morale, Welfare, and Recreation (MWR) information; shopping services including commissary and post exchange locations; special needs services for children and adults; referrals for substance abuse and mental health counseling to Military Treatment Facilities (MTF); referrals to the MFLC Program; TRICARE; wounded warrior support; Thrift Savings Plan (TSP);

Savings Deposit Program (SDP); Blended Retirement System; and Service members’ Group Life Insurance (SGLI)).

d. Standardized cultural training and guidance on each service component including Army, Navy, Air Force, Marine Corps, Space Force, Coast Guard, Army National Guard, Army https://public.cyber.mil/training/cyber-awareness-challenge

Reserve, Air National Guard, Air Force Reserve, Marine Corp Reserve, and Naval Reserve.

e. Restricted reporting, mandated reports, and duty to warn reports and protocols (Attachments TBD and 26, References TBD through TBD). This training shall cover guidance, policies, and procedures provided by MC&FP and business processes related to protocols created by the contractor and approved in writing by MC&FP TPOCs. Training shall also include Family Advocacy Program (FAP) procedures and protocols, in coordination with Military Community Support Programs, as well as other service entities with which they may come in contact regarding a restricted reporting referral, mandated report, or a duty to warn (Attachments TBD and 26, Reference TBD). This training shall be renewed every six months for Military OneSource call center staff and annually for non-medical counselors and network providers, health and wellness coaches, and financial counselors.

f. Guidance for Military OneSource call center staff and non-medical counselors in the event of a disaster (Attachment 26, Reference TBD).

g. Deployment and reintegration awareness and information.

h. Evidence-based care for assessment, management, and intervention of suicide-related behavior.

i. Specialty consultations provided through the Military OneSource Program.

j. Non-medical counseling and scope of care. Scope of care is limited to specific Z-codes

(Attachment TBD). There is a prohibition on providing clinical mental health counseling, treatment and/or therapy, or substance abuse treatment (Attachment 26, Reference TBD).

Training shall include a screening process for scope of care.

k. Warm hand-offs and the referral process (Attachments TBD and 12).

l. Required Military OneSource documents such as case records, case notes, and case closure as well as utilization of Z-codes and referral to a clinical mental health counseling provider including submission deadlines and methodology (Attachments 20 and TBD).

The contractor shall develop and maintain a training program and methodology that is reviewed and approved by MC&FP TPOCs (Section 5, Deliverable TBD), to ensure special needs consultants remain proficient on special needs issues affecting military families. The contractor shall design and implement a method for regularly updating personnel on current and emerging issues pertaining to military life. The contractor staff and network providers shall be familiar with evolving issues that affect military members and their families.

All required training, including vendor specific subject matter tests, shall be completed successfully prior to being referred to or working with a Military OneSource participant.

Training shall be renewed on an annual basis, with the exception of restricted reporting, mandated reports, and duty to warn reports and protocols training, which shall be renewed every six months for Military OneSource call center staff only as described in PWS section 4.7.4).

The contractor shall update training when appropriate and such training shall be approved by MC&FP TPOCs to ensure that any changes to instructions, protocols, procedures, programs, and services are accurately reflected and current. The contractor shall provide updated training in the event there is a significant change in the Military OneSource Program and/or DoDIs.

4.1.12.1 ANNUAL CERTIFICATION AND VERIFICATION

The contractor shall annually certify and be able to demonstrate to the Military OneSource Program Manager or FEDSIM CO (Section 5, Deliverable TBD), at any time in writing, that the contractor staff, including non-medical counseling network providers, health and wellness coaches, and financial counselors, have comprehensive and current knowledge of their respective disciplines, military culture and life training, scope of care for non-medical counseling, current issues affecting military families (e.g., relocation, separation, and deployments), and all requirements of this contract.

The contractor shall annually verify the credentials of the non-medical counselor staff and network providers, including non-medical counseling supervisory staff, and demonstrate and provide documentation to the Military OneSource Program Manager or the FEDSIM CO (Section 5, Deliverable TBD), at any time in writing, to show that verification was performed.

4.1.13 IMPROVE CONTRACT EFFICIENCIES AND EFFECTIVENESS

The contractor shall establish a continuous process improvement program with the objective of reducing costs while improving quality and mission efficiencies and effectiveness. The contractor shall identify and propose discrete Innovation Projects (IPs) for Government approval.

Each IP shall include the following information at a minimum:

a. Estimated cost savings or cost avoidance.

b. Expected and measurable improvements to quality or mission effectiveness.

c. Timeline for implementation.

d. Government-provided material, information, assistance, and funding.

For each Government-approved IP, the contractor shall prepare and submit an Implementation Plan within 30 calendar days (Section 5, Deliverable TBD). MC&FP will prioritize the IPs and authorize a start date for each, pending execution of funding actions or investments required by the Government. The contractor shall track and report estimated and actual/realized cost savings or cost avoidance as well as realized quality and mission effectiveness changes (positive or negative) for each Government-approved IP.

4.2 TASK 2 – PROVIDE ELECTRONIC CASE MANAGEMENT SYSTEM (eCMS)

SUPPORT

The Government’s eCMS information system serves as the official system of record for the DoD Military OneSource Program. The Privacy Act requires each agency that maintains a system of record to publish a notice in the Federal Register that identifies the purpose for which information about an individual is collected, from whom and what type of information is collected, how the information is shared with individuals and organizations outside/external to Treasury (routine uses), and what an individual must do if they want to access and/or correct any records Treasury maintains about them. These notices are commonly referred to as Systems of Records Notices (SORNs). In this capacity, the SORN for Military OneSource is published via https://www.federalregister.gov/documents/2022/12/21/2022-27671/privacy-act-of-1974-system-of-records.

4.2.1 ELECTRONIC CASE MANAGEMENT SUPPORT OBJECTIVE

https://www.federalregister.gov/documents/2022/12/21/2022-27671/privacy-act-of-1974-system-of-records https://www.federalregister.gov/documents/2022/12/21/2022-27671/privacy-act-of-1974-system-of-records

As requested via MC&FP’s PAM (Attachment TBD) platform and the necessary Department of Defense (DD) Form 2875, the Government will provide the contractor with access to the Military OneSource eCMS to collect and maintain Military OneSource participant information.

The eCMS application is used by multiple programs requiring individual participant information tracking, as designated by the Government. The eCMS online application is accessed and used by all authorized Government personnel and their contracted representatives. The Government operates and maintains the eCMS through a separate support contract.

4.2.2 eCMS REQUIREMENTS The contractor shall identify the number and role of users that shall require access to the Government’s Military OneSource eCMS. In accordance with the Military OneSource SORN, the contractor shall utilize the Government’s Military OneSource eCMS (exclusively) to record and track case information and record quick call contacts.

All additional IT and Cybersecurity requirements in support of the secure use of the Government’s Military OneSource eCMS are addressed in Task 5 of the PWS.

All users of the eCMS shall obtain and maintain a valid DoD approved ECA user certificate or CAC. CACs shall only be provided for a limited number of contractor personnel. All others shall obtain an ECA. ECAs are provided by authorized, private Certificate Authorities (CAs) in accordance with the published guidance at https://public.cyber.mil/eca. ECAs have a per-person cost (that is not cost reimbursable at this time) that is not governed by the DoD; however, the contractor may choose from any of the DoD authorized ECA providers.

4.3 TASK 3 – PROVIDE MILITARY ONESOURCE CALL CENTER SUPPORT

4.3.1 MILITARY ONESOURCE CALL CENTER OBJECTIVE

The contractor shall provide Military OneSource call center support including the development of all resources, processes, personnel, materials, training, equipment, and technology necessary to provide participants with unlimited access (via 24-hour, toll-free telephone real-time messaging (chat), AI chatbot, and online/Internet) to stateside and international information, referral, and counseling services available through a centralized source.

4.3.2 MILITARY ONESOURCE CALL CENTER MINIMUM REQUIREMENTS

The contractor shall provide staff who meet the security requirements identified in Section 5.6, documented processes, procedures, and the technological infrastructure necessary to operate a 24/7 toll-free Military OneSource call center within the CONUS.