21_-_SLAs_Amendment_01.xlsx

XLSX spreadsheet 17 KB Posted

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Military OneSource - Deputy Assistant Secretary of Defense for Military Community and Family Policy
Solicitation number
47QFCA19R0003
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21 - SLAs_Amendment 01

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File Type Posted
24_-_QASP_Amendment_01.pdf PDF
20_-_Position_Description_Matrix_Amendment_01.pdf PDF
RFP_47QFCA19R0003_Amendment_01_-_Military_OneSource.docx DOCX document
43_-_Model_Plan_Template_Amendment_01.pdf PDF
22_-_Fulfillment_Inventory_Amendment_01.xlsx XLSX spreadsheet
41_-_Q&A_Amendment_01.pdf PDF
RFP_47QFCA19R0003_-_Military_OneSource.pdf PDF
RFP_Attachments.zip ZIP file
SF1449_Military_OneSource.pdf PDF
Military_OneSource_RFP_Cover_Letter.pdf PDF
20 - Case Management System Overview.pdf PDF
11 - Informed Consent.pdf PDF
21 - Historical Data.xlsx XLSX spreadsheet
22 - Reporting Requirements.pdf PDF
7 - Secure Login Process.pdf PDF
8 - Fulfillment Process.pdf PDF
6 - Contractor Security Interoperability.pdf PDF
19 - Fulfillment Inventory.xlsx XLSX spreadsheet
16 - Scope of Non-Medical Counseling.pdf PDF
9 - Exceptional Family Member Program.pdf PDF
17 - Wounded Warrior Consultation.pdf PDF
15 - Adverse Incident Policies.pdf PDF
2 - Glossary of Terms.pdf PDF
4 - Security Bulletin.pdf PDF
12 - Warm Hand Off and Referrals.pdf PDF
1 - Participants 2015.pdf PDF
24 - Federal Register PDF
10 - Training Resource Compendium.pdf PDF
5 - Case Management System.pdf PDF
Advance_Notice_47QFCA19R0003_Military_OneSource.pdf PDF
25 - List of References.pdf PDF
23 - Position Description Matrix.pdf PDF
Advance_Notice_Cover_Letter_Military_OneSource.pdf PDF
14 - Duty To Warn and Mandated Reports.pdf PDF
13- Non-Med Counseling Warm(Hand-Off).pdf PDF
18 - Non-Medical Counseling Info.pdf PDF
3 - Quality Assurance Surveillance Plan.pdf PDF
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MOS Service Levels

Evaluation CategoryPerformance RequirementPerformance StandardInspectionInspection FrequencyPerformance Monitoring Mechanism (Automated/Manual)Standard Unit of Measurement
Call CenterProvide responsive service to callersCalls answered live within 20 seconds of first ring; 90%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide responsive service to callersAbandon rate < 3%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide responsive service to callersMessages taken < 3% of callsMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide responsive service to callersHold time during triage < 5 minutes; 95%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide responsive service to callersCallbacks completed within 48 hours; 95%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide simultaneous language interpretation servicesAvailability of services; 100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterProvide document translation services to callersAvailability of services; 100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterTranslation of documents1 – 4 pages within 3 business days of request;

5 – 19 pages within 5 business days of request;

20+ within 7 business days of request;

95% for all combined

Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterFollow Up Attempts per section 4.4.2.9 of the RFP100% as agreed to by callerMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterService Breakdowns¹ as a Percentage of Cases< 2%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterSpecialty Consultations for Wounded Warrior Referrals submitted within 1 hour of call to facilitate 96 hour plan of action100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterSpecialty Consultations for Wounded Warrior Case information posted to tracking system95% within 1 business dayMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Call CenterSpecialty Consultations for Wounded Warrior Follow up rate100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource Web PresenceWeb presence uptime excluding scheduled maintenance98%Military OneSource ReportMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant Satisfaction% of Participants Surveyed100% of those appropriate for surveyMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant Satisfaction% Overall Satisfaction95%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant Satisfaction% Satisfied with Educational Materials (received in a timely manner, readability, utility & validity)95%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Military OneSource Web presence95%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with simultaneous language interpretation services92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with document translation services92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Specialty Consultations for Wounded Warrior92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Financial Counseling92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Health & Wellness Coaching92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Other Specialty Consultations92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with face-to-face experience in relation to Non-medical counseling92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with telephonic experience in relation to Non-medical counseling92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with web-based experience in relation to Non-medical counseling92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with video experience in relation to Non-medical counseling92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Triage Consultant92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionParticipants Satisfaction with Tax Filing Services92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Participant SatisfactionSatisfaction with Tax Consultation Services92%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingCriminal History Background Checks100% upon hire and every five years after employmentMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingFederal Information Systems Security (ISS) Awareness & Personally Identifiable Information (PII) Training100% before access to government data systemMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingMilitary OneSource Call Center Staff Orientation Training100% within 15 days of hireMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingMilitary OneSource Staff refresher training100% per the requirements in section 4.1.7 ofr the RFPMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingNetwork Provider Orientation training100% before being assigned Military OneSource ParticipantsMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingNetwork Provider Refresher training100% annuallyMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingNetwork Provider signed addendums and/or contracts to perform Military OneSource Non-medical Counseling100% before being assigned Military OneSource ParticipantsMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingNetwork Provider Credentials and License Verification100% before being assigned participants and annually thereafterMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingHealth and Wellness Coach Orientation training100% before being assigned Military OneSource ParticipantsMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingHealth and Wellness Coach Refresher training100% annuallyMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingFinancial Counselor Orientation Training100% before being assigned Military OneSource ParticipantsMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Training and CredentialingFinancial Counselor Refresher training100% annuallyMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingNon-Medical Counseling Quality² of cases95%Measured through QA Reviews reported on Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingNon-Medical Counseling cases scheduled for face-to-face appointment92% within 3 business daysMeasured through QA Reviews reported on Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingCase information posted to CMS100% posted within 45 days from date of service.Measured through QA Reviews reported on Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingCase information to be posted to CMS in an adverse incident³100% within 24 hrs from date of service or receipt of incident.Measured through QA Reviews reported on Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingService breakdowns¹ as a percentage of Non-Medical Counseling cases< .5%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Non-Medical CounselingProvider Availability92% within 30 minutes or 15 miles of ParticipantMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Health and Wellness CoachingQuality² of Health & Wellness CoachingAlthough Council on Accreditation (COA) or Utilization Review Accreditation Commission (URAC) “accreditation” is not a requirement of this program, the minimum standards of these accrediting bodies shall be met.
If not COA or URAC, the contractor’s proposed and Government accepted quality standards shall be met.Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Health and Wellness CoachingHealth & Wellness cases scheduled for appointment92% within 3 business daysMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Health and Wellness CoachingHealth & Wellness information posted to CMS100% within 45 days of the date of service.Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Health and Wellness CoachingCase Information is furnished to provider of services100% prior to scheduled appointment and/or within 3 business daysMeasured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Health and Wellness CoachingService Breakdowns¹ as a percentage of cases< .5%Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Financial CoachingQuality² of Financial Counseling95%Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Financial CoachingFinancial Counseling cases scheduled for appointment92% within 3 business daysMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Financial CoachingFinancial Counseling Documented and Provided.100% within 45 days of the date of service.Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Financial CoachingCase Information is furnished to provider of services100% prior to scheduled appointment and/or within 3 business daysMeasured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Financial CoachingService Breakdowns¹ as a percentage of cases< .5%Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Tax ConsultationQuality² of Tax Consultation95%Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Tax ConsultationTax Consultation cases scheduled for appointment92% within 3 business daysMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Tax ConsultationTax Consultation Documented and Provided100% within 45 days of the date of serviceMeasured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Tax ConsultationService Breakdowns¹ as a percentage of cases< .5%Measured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource State ConsultantsState Consultant support provided in every state and territoryNo State consultant position vacant more than 45 daysMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource State ConsultantsState Consultant to provide initial plan of support for their assigned StateWithin 3 months after award.Military OneSource Report, government samplingThree months after awardOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource State ConsultantsState Consultant to provide an updated plan of support for their assigned State100% annually within 60 days after the beginning of each period of performanceMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource State ConsultantsMilitary OneSource State Consultant and Outreach Assistant completed training/orientation as required by the Government per section 4.1.7 of the RFP100% completion prior to providing supportMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Military OneSource State ConsultantsMilitary OneSource State Consultant to provide catalogue of resources to Government100% MonthlyMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Educational and Fulfillment MaterialsEducational Materials and Referrals Shipped in a timely manner95% shipped out within 2 business days of requestMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Educational and Fulfillment MaterialsSatisfaction with shipment of fulfillment materials (received in a timely manner, correct items, correct quantities)98%Military OneSource Report, government sampling and feedback from recipientsMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Educational and Fulfillment MaterialsMonthly catalog file provided of all fulfillment materials offered by the number in stock98% of the time file provided no later than 5 business days after the end of the previous monthMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Educational and Fulfillment MaterialsMonthly report provide to the government of all fulfillment requests processed98% of the time file provided no later than 5 business days after the end of the previous monthMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Hosted WebinarAll webinar sessions began within 2 minutes of scheduled start time100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Hosted WebinarEmail confirmations sent out to participants who register at least 48 hours in advance of when a webinar is scheduled to begin100% within 24 hours of the webinar beginningMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Hosted WebinarWebinars are recorded and archived100%Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlDuty to Warn and Mandated Report Cases100% supervisor audit of all duty to warn and mandated reports from any area of Military OneSource service delivery systemMeasured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlQuality 2 of Documentation of Duty to Warn and Mandated Report Cases95% pass rate on audits of all duty to warn and mandated reports from any area of Military OneSourceMeasured through QA reviews and Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlGovernment Notification of an Adverse Incident100% of all incidents 24 hrs via email and phone notification to Government Program Manager and posted to CMSMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlTriage Consultant Quality Audits95% pass rate of 6 audits per month per consultantMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlSpecialty Consult Case Reviews95% pass rate of 6 audits per month per consultantMilitary OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlNon-Medical Counseling Quality Case Reviews of Open and Closed Cases to include, face to face, telephonic, web, and video95% pass rate for 10% of open and closed cases or proposed developed methodology of Contractor identifying sample size, confidence levels size of the network and trend patterns that is acceptable to the Government.Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlHealth & Wellness Coaching Case Reviews Open and Closed cases95% pass rate of 3 audits per coach per month.Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlFinancial Counseling Reviews95% pass rate of 6 audits per month per counselor.Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval
Quality ControlTax Consultation Service Quality Reviews95% pass rate of 6 audits per month per counselor or contractor’s proposed and Government accepted methodology.Military OneSource Report, government samplingMonthlyOfferor propose for Government ApprovalOfferor propose for Government Approval

KEY

¹ Service Breakdowns are participant complaints and breakdowns in processes or services reported to the QA Manager

² For non-medical counseling and health and wellness coaching, the Contractor shall provide written definitions, parameters and instruments used for quality of cases that meet, at a minimum, COA or URAC standards.
For all other programs such as call center, specialty consultations, financial counseling and tax services, the Contractor shall provide written definitions, parameters and instruments for quality of services.

³ Adverse incidents include, but are not limited to, reported suicides, homicides, fatalities, or any other incident that could potentially cause risk to the Participant or generate negative media or other attention to the Military OneSource Program.

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