2.4.1- 70B06C24R00000140 A0001_ATTACHMENT 1_SOO_12Aug2024.docx

70B06C24R00000140 A0001 70B06C24R00000140 A0001

U.S. Customs and Border Protection

Statement of Objectives (SOO) CBP Workforce Care Holistic Health Support Centers

Immediate Office of the Executive Assistance Commissioner (EAC), Enterprise Services (ES), Workforce Care Directorate (WCD)

June 2024

Department of Homeland Security U.S. Customs and Border Protection

Statement of Objectives (SOO) CBP Holistic Health Support Centers

1. BACKGROUND

As a component of the Department of Homeland Security (DHS), U.S. Customs and Border Protection (CBP) is responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the United States, while facilitating the flow of legitimate trade and travel. CBP is also responsible for apprehending individuals attempting to enter the U.S. illegally; stemming the flow of drugs and other contraband; protecting our agricultural and economic interests from harmful pests and diseases; protecting American business from theft of their intellectual property; and regulating and facilitating international trade, collecting import duties, and enforcing U.S. trade laws.

CBP is committed to workforce health, wellness, and resilience. The agency has established the CBP Workforce Care (WCD) as a new organization in the Enterprise Services (ES) office to establish and oversee an enterprise-wide wellness and resilience program for over 65,000 employees and their families. The mission of the CBP Workforce Care Directorate (WCD) is to promote a positive work environment for all CBP employees and deliver employee services and benefits which facilitate workforce effectiveness. WCD provides a variety of resources which help employees balance work and personal responsibilities.

2. SCOPE

The CBP WCD has a requirement to continue promoting a positive work environment for all CBP employees and deliver employee services and benefits that facilitate workforce effectiveness. While the requirements included in this document are CBP centric, CBP may authorize the use of this contract by other DHS Agencies and Components. All task orders placed through this contract vehicle will be initiated through CBP procurement.

According to the National Institutes of Health, law enforcement professionals, "experience high levels of job-related stress, frequently attributed to shift work, the potential for witnessing or experiencing violent events, and organizational pressure." The effects of increased stress can lead to cardiovascular issues, sleep disorders, post-traumatic stress disorder, anxiety, depression, and more. More than ever before, CBP employees seek employer-supported programs and resources to help alleviate workplace and personal issues.

In response to the need for increased employer supported programs, CBP is seeking a vendor to provide holistic health support centers for CBP personnel and eligible family members. While centers may eventually be placed anywhere in the continental United States as the need arises and funding becomes available, CBP anticipates prioritizing holistic health support center placement at the following locations:

· Laredo, TX

· Tucson, AZ

· San Diego, CA

· El Paso, TX

Wellness services provided within and through these holistic health support centers may include, but are not limited to: Wellness Assessments, Mental Health Assessments, Mental Health Services, Life Skills Classes, Wellness Groups, Wellness Rooms, Support Groups, Fitness Planning, Financial Counseling, Nutrition, Meditation Class, Yoga, and access to alternative forms of wellness services (e.g., Canine Therapy, Equine Therapy, Art Therapy etc.), and/or other Holistic Wellness services (e.g., massage, chiropractic, etc.).

3. APPLICABLE DOCUMENTS/AUTHORITIES

The following laws and authorities established Federal agency responsibility for developing and maintaining prevention, intervention, and rehabilitation programs and services for Federal employees who have alcohol and/or other problems, and their family members. The Contractor shall comply with all Federal laws, regulations and policies governing Federal Employee Assistance Programs (EAPs).

1. Federal EAPs are established in accordance with the following public laws (PL):

i. PL 79-658 authorizes the establishment of health programs to promote and maintain the physical and mental fitness of federal employees;

ii. PL 91-616 and 92-255 requires federal agencies to make available alcoholism and drug abuse programs to federal employees; and

iii. Public Laws 96-180 and 96-181 authorizes agencies to provide counseling services, to the extent feasible, to family members of employees who have alcohol and drug problems, and to employees with family members who have substance abuse problems.

2. Comptroller General of the U. S. Decision, B-270446, dated February 11, 1997, authorizes the use of operating appropriations to cover the cost of extending its psychological assessment and referral services to its employee’s family members in limited situations, expressly work-related incidents that arise from law enforcement activities or traumatic incidents involving death or serious injury to its employees in the line of duty.

3. 42 Code of Federal Regulations (CFR), Confidentially of Alcohol and Drug Abuse Patient Records and the Privacy Act of 1974 cover confidential requirements in relation to the EAP.

4. Executive Order 12564, dated September 15, 1986, Drug-Free Federal Workplace (DFW) requires agencies to establish drug-free federal workplace programs, to include drug testing and substance abuse education for federal employees and EAP services.

5. As defined by the executive order, EAPs are “agency-based counseling programs that offer assessment, short-term counseling, and referral services to employees for a wide range of drug, alcohol, and mental health programs that affect employee job performance.”

6. DHS Management Directive 3060.2 dated March 13, 2006 establishes DHS policy for Employee Assistance Programs, and DHS Management Directive 3062 dated April 25, 2006 sets procedures for traumatic incident management, including EAP’s role.

7. The Federal Acquisitions Regulations (FAR): http://www.acquisition.gov/FAR/

8. Federal Acquisition Regulations (FAR) Part 24, Protection of Privacy and Freedom of Information: https://www.acquisition.gov/dars/dars-part-24-protection-privacy-and-freedom-information

9. Homeland Security Acquisition Regulation (HSAR): http://www.dhs.gov/xlibrary/assets/opnbiz/cpo-acquistion-regulation-0606.pdf

10. Code of Federal Regulations (CFR): https://www.ecfr.gov/

4. CORE OBJECTIVES

In order to meet the unique needs of CBP’s workforce and their eligible family members (including, but not limited to recent CBP retirees and widowed spouses of former CBP employees) in and around the serviced location area, the Contractor shall provide a performance work statement (PWS) demonstrating how it will meet each of the following objectives.

Objective 1 – Provide Services, Communicate and Connect with CBP

· The contractor shall provide a Holistic Health Support Center facility operating within a selected area of the designated CBP location(s). The dedicated space will be utilized for wellness services and activities offered to CBP personnel and eligible family members. The Contractor shall provide CBP with a Facility Plan that documents the contractor’s roadmap for selecting and establishing the Holistic Health Support Center, complete with short-term and long-term milestones and timelines to reach full operations.

· The contractor shall begin offering holistic health services to CBP personnel and family members within 45 to 60 days of the initial task order award. A dedicated facility should be available as soon as possible after each task order is awarded to house the holistic health services provided.

· The contractor may use a temporary location until a permanent location is established.

· In order to select locations for each dedicated facility, the contractor shall consider, at a minimum, (1) proximity to surrounding CBP facilities in the supported locations, (2) safety of the surrounding community (e.g. low crime rates), and (3) convenience (e.g. free parking available) for CBP personnel and family members to access the facility.

· The Contractor shall provide the location or list of possible locations being considered for the dedicated facility that support the pricing levels submitted for each service.

· CBP has a goal of connecting many CBP employees and their families with the available Wellness services offered through a dedicated outreach program. The contractor shall develop a Communication Plan within 15 days of the initial task order award in order to maximally engage leadership, employees, and family members and raise awareness of the intent, features and services offered in the Holistic Health Support Center.

· The contractor shall develop a Community Outreach Plan within 15 days of the initial task order award (the plan shall detail outreach events that will occur). Lead outreach events to provide education and information on the wellness approach to CBP Leadership, staff and families with the goal to maximize awareness and use of all services available to CBP personnel and their families.

· The contractor shall begin execution of its Communication Plan (and if appropriate the Community Outreach Plan) within 21 days of the initial task order award.

· The contractor shall provide CBP leadership with consultation and training on wellness activities that can be provided to clients in the workplace, the community and at home. Provide CBP leadership with marketing materials that can be distributed to CBP Personnel and eligible family members to raise awareness of available support and services provided.

· The Holistic Health Support Center staff shall ensure priority is given to the connection and delivery to those CBP employees and families who have experienced the death of a CBP employee or other tragic event (where identified by CBP).

Objective 2 – Provide Wellness Assessments, Holistic Wellness and Mental Health Services CBP has a goal of improving employee overall wellness and developing a more resilient workforce through training to cope with stress and overcoming adversity and uncertainty. At a minimum, the contractor shall offer the following holistic health and wellness services at each supported location (The contractor shall include a description that details what each service will include in their Performance Work Statement (PWS)):

· Wellness Assessments

· Mental Health Assessment

· Mental Health Services^

· Life Skills Class

· Wellness Groups

· Wellness Room

· Support Group

· Fitness Planning

· Financial Counseling

· Nutrition

· Meditation Class

· Yoga

· Acupuncture

· Massage*

· Chiropractic

(Mental Health Services includes both individual and group therapy that focuses on mental health, substance use disorders, and/or co-occurring treatment, as well as family and relationship counseling that is evidence-based.)

(*Note, specific to Massage and Chiropractic/Headache Clinic, these services are not intended as treatment for identified medical illness requiring specified medical intervention.)

In addition to the above, CBP desires the Contractor to provide access to the following highly desirable services (The contractor shall include a description that details what each service will include in their PWS):

· Art Therapy

· Music Therapy

· Animal Therapy (Equine, Canine, etc.)

· Headache Clinic*

(*Note, specific to Massage and Chiropractic/Headache Clinic, these services are not intended as treatment for identified medical illness requiring specified medical intervention.)

CBP is interested in other services the contractor may provide. Please provide any additional services offered by the contractor and descriptions of each. Examples may include:

· Wellness Assessments and screenings to include developing goals and planning to meet deficits identified by assessment or as expressly requested by the client

· Mental Health Services (including assessment and potentially treatment of mental health disorders)

· Life Skills Classes (teach/develop a given life skill in a group of individuals)

· Meditation Services (e.g., guided meditation, mindfulness practice, breathwork, etc.)

· Nutrition Guidance (e.g., Personalized Nutrition and Meal Planning, Nutrition Education classes)

· Family and relationship counseling

· Fitness Planning, and fitness training; self-paced or with a qualified fitness trainer

· Access to alternative forms of wellness services (e.g., Canine Therapy, etc.)

· Other Wellness services not intended as treatment for identified medical illness requiring specified medical intervention (e.g., massage, chiropractic, yoga, etc.)

Services may be provided by the contractor directly or through referral networks. Referred services to third party providers are the responsibility of the primary contractor to ensure provided services maintain quality standards as set by the quality assurance plan. All service providers of holistic health services under this contract must have proper training and certification(s).

If the contractor supplied Holistic Health Support Center facilities are jointly used for non-CBP clientele, the supplying vendor must ensure that CBP personnel and their families have priority access to all space and services provided throughout all servicing locations.

Objective 3 – Mobile Wellness Services In order to reach as many CBP employees and family members within the serviced locations as possible, the Contractor shall provide mobile services to reach remote locations. It is expected that the Contractor will have a mobile capability to regularly reach CBP remote locations up to 150 miles away from the respective city center of each designated holistic health support center location. The contractor shall provide as many of the minimum and highly desirable services listed above via a mobile wellness service capability.

Objective 4 – Virtual Wellness Services The Contractor shall include a list of services that can be offered and delivered to CBP employees and family members via virtual tools. The contractor must explain the tools and methods that will be used to meet this objective.

Objective 5 – Cultural Competency Cultural competency specific to CBP is critical to this requirement. CBP personnel who are reluctant to seek mental health services will be more likely to successfully engage with others who understand CBP’s mission, stressors, challenges, and operating environment. An understanding of CBP personnel’s attitudes, beliefs, values, and daily challenges is essential for this requirement, especially in the areas of mental health and suicide prevention. The contractor shall exhibit their cultural competency of CBP throughout their Communication Plan, Community Outreach Plan, and the Communication/Marketing Material deliverables.

Objective 6 – Reporting CBP has a goal of achieving the above objectives. Provide data on all services provided, service successes, challenges, and gaps and ways to overcome the challenges and gaps in order to achieve more successful outcomes. The contractor shall identify industry standards for measuring successful delivery of services and use these standards to establish performance targets which can be measured at least monthly to track success areas and areas for improvement. In addition, the contractor shall provide program questionnaires to CBP employees using the services on a quarterly basis in order to assess their satisfaction and progress. Reporting may be segmented (location (at least the state), uniformed/non-uniformed, management/staff, etc.) while ensuring privacy.

Objective 7 – Maintain Quality Control The contractor shall maintain quality controls of the holistic health and support centers and all services provided. Develop and present metrics for the program. Monitor and continually report on the quantifiable impacts of the wellness services for CBP staff and families. Identify, at a minimum in the Quality Control Plan, the following:

a. Identify how your organization measures quality.

b. Identify the processes your organization uses to improve quality.

c. Identify how client feedback will be gathered and incorporated to improve quality.

5. DELIVERABLES AND DELIVERY SCHEDULE

The Contractor shall demonstrate in their PWS how it will meet each of the following deliverables listed below. Include within the PWS a description of the information that will be contained in each deliverable.

All deliverables are to be delivered to the COR.

6. SPECIAL REQUIREMENTS

6.1 Kickoff Meeting

A virtual kickoff meeting shall be held on a mutually agreed upon date as soon as reasonably possible after date of award using MS Teams with key members of the contractor’s staff who will be assigned major responsibility for carrying out the tasks of the contract meeting with the Contracting Officer, Contracting Officer Representative (COR) and other interested government personnel within CBP. The kickoff meeting will introduce the project management team and review the project plan with the CBP COR and other designated CBP personnel. This meeting will ensure the Contractor and the Government have a common understanding; in addition, they will discuss the project’s objective’s, planned course of action, milestones and deliverables, and resolve any differences between the CBP requirements and the Contractor’s approach. Kickoff meetings will also be required as each subsequent task order is released and additional holistic health support center location is initiated.

6.2 Access to Wellness and Counseling Services

The Contractor shall be required to provide access to Counseling Services. The Contractor shall provide short-term, solution focused counseling services to all CBP employees who seek the services, the majority of whom are law enforcement, veterans, and first responders, and their eligible family members. The initial assessment appointment shall be scheduled to occur within three (3) business days of the initial request for service for routine cases. For priority and emergent cases, a counselor shall be available to meet with a client within one (1) business day of intake. Appointments shall be offered at times convenient to clients, considering the demands and needs of CBP personnel, including shift work.

The contractor shall have the CBP employee and/or family member(s) sign consent forms informing them of their risks and their rights and acknowledging that their sensitive information may be collected and stored in the contractor’s system, that the contractor will take all necessary steps to protect that information, that the information is not being collected or stored on behalf of CBP, CBP will have no access to the information, and that CBP has no responsibility for protecting that information or providing protective services in the event of a data breach. Any system the contractor uses to collect and/or store sensitive information shall be HIPAA compliant.

6.3 Transition In Plan

The Contractor shall plan for and facilitate the smooth and effective start of performance under this contract. The Contractor shall develop a Transition In Plan which identifies all activities, including acquiring facilities, vetting (background checks) and hiring employees, planning for outreach and training activities, etc. required to progress from start-up to becoming fully integrated into current operations.

6.4 Transition Out Plan

When directed by the COR, the Contractor shall plan for and support an orderly and efficient transition from the contract (approximately three months prior to the end of the contract). The Contractor shall develop a Transition Out Plan that includes the full range of plans and activities required to bring the work effort to logical completion, where possible, and record the status of any and all work-in-progress that will be delivered to the Government for use at the Government’s discretion.

7. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION

7.1 Government Furnished Equipment (GFE)

The Government does not anticipate providing any Government Furnished Equipment (GFE) under this award.

7.2 Government Furnished Information (GFI)

The Government does not anticipate providing any Government Furnished Information (GFI) under this award.

8. PLACE(S) OF PERFORMANCE

The continental United States, as specified in individual task orders.

9. RESERVED

10. GENERAL INFORMATION

10.1 Disclosure of Information

10.1.1 Any information made available to the Contractor by the Government, or its customers shall be used only for the purpose of carrying out the provisions of this contract. This information shall not be divulged or made known in any manner to any persons except as may be necessary in the performance of the contract.

10.1.2 The Contractor shall adhere to the requirements found in Part 24 of the Federal Acquisition Regulation, Protection of Privacy and Freedom of Information.

10.2 Points of Contact (POC)

All contract questions and concerns shall be directed to the COR as designated below. All changes must be submitted to the COR and then authorized by the Contracting Officer.

10.2.1 Name: Shaun Saad

Contracting Officer (CO) Phone: 202-425-1732 Email: Shaungalen.saad@cbp.dhs.gov

11. SPECIAL CONSIDERATIONS

11.1 Inspection and Acceptance

All services, workmanship and material furnished or utilized in the performance of this contract shall be subject to inspection by the Government at any time during the term of the contract. All inspections by the Government shall be made in such a manner as not to unnecessarily delay the Contractor’s work. The COR will be responsible for inspection of the Contractor’s performance. The Government reserves the right to reject any deliverable based on defects with respect to completeness, correctness, clarity, and consistencies. In the event of a rejection of any deliverable, the Contracting Officer will notify the contractor in writing after receipt of the deliverable of any deficiencies to be corrected. The contractor shall have five (5) business days to correct the deficiencies.

· Accuracy - all deliverables shall be accurate in presentation, content, and shall adhere to the guidelines set forth in this document. All documentation presented to the Government shall be complete, correct, clear, and consistent.

· Clarity - deliverables shall be clear and concise.

· Timeliness - deliverables shall be submitted on or before the due date specified in the Performance Work Statement (PWS) or submitted in accordance with a later scheduled date mutually agreed upon by the Government and contractor. A deliverable is considered timely if submitted on or before the date specified in the PWS and, if the Government provides any written notification of deficiencies, the contractor corrects the deficiencies within five (5) business days.

11.2 Changes to the PWS

No changes to the resulting PWS or price increases shall be incurred without written prior approval of the Contracting Officer as coordinated by the COR. Any changes or price increases will not take effect until the Contracting Officer executes a written modification.

11.3 Confidentiality

Records collected and maintained by the contractor are not collected to accomplish an agency function. The contractor is not considered a “government contractor” pursuant to the Privacy Act of 1974, 5 U.S.C. § 552a(m) as the contractor is not operating a system of records to accomplish an agency function.

The contractor shall ensure that all policies and procedures are in compliance with both Federal and State laws and regulations, and ensure the confidentiality of client contact with the contractor. Any and all counseling / consultation records, as well as any information obtained from employee visits to or, contacts with, the contractor shall be kept in a confidential manner. The contractor shall follow federal records management standards and timeframes based on record type.

Because the regulations prohibit implicit and negative disclosure about persons with alcohol and other drug abuse problems (e.g., whether or not a given person has utilized the services of the contractor), the confidentiality of all CBP clients shall be maintained. Under the provisions of the Alcohol and Drug Abuse Patient Records regulations, information may not be disclosed to any person or organization without the written consent of the client or court order requiring the disclosure.

11.4 Disclosure of pertinent client information is permitted under the following circumstances:

a. The client gives prior written consent to disclose information, such as permission to provide confirmation to management of appointments during duty time or progress reports that are provided as terms of a last chance agreement. This consent of release is specific indicating the nature and scope of topics to be released, to whom information is to be released, the purpose of the disclosure, and the date on which the consent terminates.

b. The client poses a danger to self or others.

c. There is a suspicion of child and or elder abuse or neglect.

d. It is legally permissible or required to warn the target(s) or a credible threat of violence or a future criminal act made by a client, or to warn the legal authorities of such threat.

e. The disclosure of information is allowed by a valid court order.

f. The disclosure is made to medical personnel in a medical emergency.

The contractor is responsible for ensuring that the person to whom confidential information is released is notified of the prohibition on secondary disclosure of this information to another. The contractor shall document this notification to the client record. Anonymity and HIPAA protection are required by statute, regulation, and the contract and should be protected at the highest level necessary to gain employee trust and Union approval. Reporting may be segmented (location (at least the state), uniformed/non-uniformed, management/staff, etc.) while ensuring privacy.

11.5 Duty to Warn

In compliance with both Federal and State laws and regulations, the contractor must notify the COR via email upon receipt of information when the duty-to-warn is invoked.

11.6 Professional Liability Insurance

The contractor must carry and maintain malpractice/liability insurance of at least five (5) million dollars. In addition, the contractor is required to obtain all applicable permits as required in accordance with local policies and law.

11.7 Non-Disclosure Agreements (NDA)

All Contractor personnel performing work under the terms of this contract shall complete and sign DHS Form 1100-6, Non-Disclosure Agreement. The Contractor shall provide the completed form to the COR via email before a Contract employee has access to any information, materials, or documents pertaining to the Contract.

11.8 Physical Security

The contractor is responsible for ensuring the safety and security of their personnel and CBP personnel using the contractor’s facilities. Describe how the contractor will ensure the safety and security of CBP personnel while at its facility.

12. UNIQUE STANDARDS

Personal Identifiable Information (PII)

CBP understands that sensitive PII data will be stored in the contractor’s system(s) with the consent of clients and not in a federal information system. The contractor, when handling, storing, and/or transmitting Sensitive PII data, must ensure information security measures (including any encryption requirements) in place are at the same level or greater than federal information system standards.

PII collected and stored as part of this contract is not done on behalf of CBP. The contractor is not considered a “government contractor” pursuant to the Privacy Act of 1974, 5 U.S.C. § 552a(m) as the contractor is not operating a system of records to accomplish an agency function.

Security Review

The Government may elect to conduct periodic reviews to ensure that the security requirements contained in this contract are being implemented and enforced.

The Contractor shall afford CBP, including the CBP Chief Information Officer, the Office of the Inspector General, authorized Contracting Officer’s Representative (COR), and other government oversight organizations, access to the Contractor’s facilities, installations, operations, documentation, databases and personnel used in the performance of this contract.

Access shall be provided to the extent necessary for the government to carry out a program of inspection, investigation, and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of client data or the function of computer systems, and to preserve evidence of computer crime.

image1.jpeg