DRAFT TE 17 DRC SOW.docx

2024 Housing Assessment Services Technical Exhibit #XX Disaster Recovery Center – Statement of Work

Background The Federal Emergency Management Agency (FEMA) is hereby requesting a proposal under CLIN XXXX for Disaster Recovery Center (DRC) services for the State of XX in accordance with Section 1.7 of the Performance Work Statement.

Scope To conduct survivor contact services at FEMA DRC locations as instructed through FEMA provided training ensuring applicants are informed of the recovery process and or to receive applicant information when conducting individual disaster registrations. The tasks will be performed within Federal Disaster Recovery Centers.

Requirement The contractor is to provide XXX adjudicated personnel to perform contact and or registration intact services at various DRC locations throughout the declared area. A list of locations will be provided at a post-award briefing with an understanding that locations are subject to change.

Objective The objective of this task is to provide contractor personnel to the field as each DRC becomes operational. The projected deployment is as follows:

· Within three weeks of the task order being issued: 25% of the requested personnel,

· During the 4th week: 50% of the requested personnel,

· During the 5th week: 75% of the requested personnel,

· During the 6th week: 100% of the requested personnel.

Period of Performance The period of performance for this task order begins immediately upon award continuing until the task is no longer required and or 180 days from award, whichever is less. A 48 hour notice of task cessation will be provided to the Contractor by the Contracting Officer’s Representative (COR).

Personnel Requirements All personnel assigned to this task order must have a moderate level background investigation per Section 7.7 of Contract Attachment 1 - PWS.

· DRC activity involves extensive contact with the general public who may/or will have applied for disaster assistance, which will require patience, tact, and courtesy on the part of the contractor’s personnel.

· Personnel must have good communication skills and or customer service experience.

· Personnel must maintain attire customary with DRC operations subject to their identification as a contracted entity with FEMA to include the wearing badges confirming their association.

· Contractors must be prepared to staff DRC operations with Spanish/English multilingual personnel for up to 25% of the deployed contingent.

· All deployed personnel must have successfully completed all Duty Readiness Training per PWS Section 5.4 and Technical Exhibit 10 prior to performing DRC functions.

Supervision of Contract Personnel FEMA will not be engaged in continuous supervision and control of contractor personnel while working on this task order. FEMA will provide a point of contact for the Contractor’s lead to receive instructions while engaged at the DRC. The Contractor’s lead will relay instructions to their personnel for executing work under this task order. It is assumed that the Contractor’s lead will likewise conduct DRC operations in addition to managing its personnel.

Training FEMA staff will provide contracted personnel with appropriate DRC training prior to engaging with the public. Registration Intake (RI) training will be provided through FEMA’s virtual learning environment after task order award where the typical time to complete the training session is 8 hours.

Hours of Operation Personnel must be available to work a minimum of 8 hours per day up to seven days per week. Daily shift times may vary and subject to start at any hour of the day to meet DRC operations. Personnel may be required to work extended hours of operation, evenings, holidays and weekends.

Quality Assurance The Contractor shall include in their Task Order Proposal Response (TOPR) submission a quality assurance plan detailing performance monitoring methodologies and reporting timeframes. Minimally, FEMA requires the following:

· The contractor to monitor each personnel assigned to the task on a weekly basis confirming performance, capability and customer satisfaction as indicated by FEMA DRC representative.

· The contractor is to notate and address any negative customer service trends with the FEMA DRC representative and report outcomes and corrective action to the FEMA COR and or their designee within 24 hours of the situation and or when a noticeable trend has occurred.

Reports The Contractor shall provide the following reports:

· Onboarding: On a weekly basis, the names and Contractor ID number of personnel assigned to the task order to include their start date, confirmation of RI training, and ending date

· Staffing Log: On a weekly basis, the names and Contractor ID numbers of personnel working at a DRC to include: DRC location, individual staff hours per day by the individual.

· Summary: Within 15 days of completing an assignment at a specific DRC, summarize the personnel hours worked by the individual, duration and any lessons learned.

Other Applicable Conditions Government Furnished Property The Government will provide the following property to the Contractor for work required under this task order:

· Laptop computers and when required, telephones to include cellular communication.

· Provide a workspace, equipment and supplies necessary to perform contractor assigned duties at the DRC locations, unless specifically stated otherwise in this work statement.

· FEMA will provide all necessary software assigned to the DRC task to include but not limited to the Agency’s proprietary software application – NEMIS.

Submission of Invoices The Contractor will follow existing invoicing schedules for cost reimbursement to the designated COR on a bi-monthly basis beginning the second week of activity.

Security FEMA DRCs are federal facilities subject to personal security conditions and restrictions on firearms, smoking and the application of general safety practices per Section 5.14.10 of The PWS. In addition, the securing of controlled unclassified information as stipulated in Part 7 of the PWS.

Personnel Acquired Contractor TOPR submissions should identify their means to acquire DRC personnel. Statements should provide a count of staff currently available to assume DRC operations, the time to deploy personnel to the field, and should resources be exhausted or not available the means to acquire the required members.

Statements should include a need for Just-in-Time onboarding as specified in PWS Section 5.8.

2024 IHP Field Services Contract Technical Exhibit #17

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