Am_0001 70FBR625R00000008 Attachment B - HPCC Claims Review SOW Rev.pdf

Statement of Work Hermit’s Peak/Calf Canyon Claims Review Technical Support

1. PROJECT TITLE: Technical Assistance for the Hermit’s Peak/Calf Canyon Claims Office.

2. PURPOSE: FEMA requires technical assistance in support of the Hermit’s Peak/Calf Canyon Claims Office (Claims Office). The Claims Office was established in response to the Hermit’s Peak/Calf Canyon Fire Assistance Act (“The Act”), Division G of Public Law 117-180, 136 Stat.

2114, 2168, which requires FEMA to establish a claims office to receive, evaluate, process, and pay actual compensatory damages for injuries from the Hermit’s Peak/Calf Canyon Fire.

The overarching objective of this contract is to provide support to the Claims Office to ensure expeditious and accurate processing of claims.

3. BACKGROUND: The United States Congress introduced H.R. 7721, Hermit’s Peak Fire Assistance Act, to compensate impacted entities of the prescribed burn that resulted in the merged Hermit’s Peak and Calf Canyon Fires in New Mexico for injuries resulting from the fire and to provide for the expeditious consideration and settlement of claims for those injuries. The Act also establishes the Hermit’s Peak/Calf Canyon Fire Claims Office within the Federal Emergency Management Agency. The Claims Office will receive, process, and pay claims to claimants affected by the Hermit’s Peak/Calf Canyon Fire and subsequent floods. Since Injured Persons can submit multiple claims, at this time FEMA estimates a total of 28,000 claims that will be submitted before the current deadline, March 14, 2025 or as otherwise specified by Congressional legislation.

The Hermit’s Peak/Calf Canyon fires resulted in 325,340 acres burned and 900 homes/structures destroyed. From November 14, 2022 until January March 14, 2025, FEMA has received over 23,000 Proofs of Loss 20,000 Notices of Loss, of which over 12,000 are in process and amounts to 30,000 Proofs of Loss. Approximately 14% submitted by 3rd party representatives. FEMA anticipates an additional 5,000 Proofs of Loss may be developed under the Period of Performance of this contract based on the losses requested by claimants. Claimants include, but are not limited to, individuals and households, businesses, not-for-profits, and government entities.

The Contractor shall assist the Government with meeting the following objectives, in conformance with applicable documents and regulations:

Objective 1: Assist the Government with executing a time-efficient, cost-effective, compliant, and accurate claimant-centric process that emphasizes quality customer service, reduction of rework, quality control support, and providing commensurate compensation recommendations in accordance with established program guidance.

Objective 2: Assist the Government with task-specific support in the following areas:

Administrative, Subject Matter Expertise, Site Inspections, Appeals and other staff as mission needs dictate in accordance with established program guidance.

4. SCOPE: The Contractor shall be required to provide professional and technical services supporting the Hermit’s Peak/Calf Canyon Claims Office. The Contractor shall provide support for operational areas that include, but are not limited to: claimant intake, query and collection of requisite supporting documentation, conducting site inspections, developing subject matter expert reports, development and submissions of comprehensive proofs of loss, claimant inquiries, review requested amounts, establish qualified amounts, assess duplication of benefits and provide comprehensive recommendations for maximum compensation determinations. The Contractor must perform those services in accordance with the terms of Hermit’s Peak/Calf Canyon Fire Assistance Act (Division G of Pub.L. 117-180), Regulation 44 CFR Part 296, and the contract between the Contractor and FEMA.

The Contractor shall work with the Government to execute a claimant-centric process that puts customer service first, continually increases efficiency and effectiveness, and compiles with respective policy and guidance. FEMA’s overall objective is to provide full compensation available under the law as expeditiously as possible with the smallest burden placed on the claimants. Consequently, a key goal of the program is to support the claimant at every step of the process and to issue Letters of Determination within 90 days after acknowledging a Notice of Loss, but no later than 180 days from such acknowledgment. Contractor shall deliver operations in a cost-effective, accurate, and timely manner, and maximize use of local firms and personnel in support of the program’s objectives.

The specific tasks are listed in Section 14: Tasks of this Statement of Work.

The support requested, POCs, and Periods of Performance (POP) are identified below.

5. APPLICABLE DOCUMENTS AND REGULATIONS:

• Hermit's Peak/Calf Canyon Fire Assistance Act (Act), Division G of Public Law 117- 180, 136 Stat. 2114, 2168 (https://www.govinfo.gov/content/pkg/PLAW- 117publ180/pdf/PLAW-117publ180.pdf)

• Final Regulations (eCFR :: 44 CFR Part 296 -- Hermit's Peak/Calf Canyon Fire Assistance).

• FEMA Hermit’s Peak Website (https://www.fema.gov/disaster/current/hermits-peak)

• Hermit’s Peak/Calf Canyon Claims Program and Policy Guide (https://www.fema.gov/sites/default/files/documents/fema_hpcc-hermits-peak-calf-canyon_program-and-policy-guide.pdf)

6. STAFFING REQUEST: The Contractor must provide a technical response that includes a mix of Labor Categories that will demonstrate the ability to complete all required tasks as outlined in this SOW Section 14: Tasks.

The contractor shall deploy no fewer than 200 staff within the first 30 days of award to maintain https://www.govinfo.gov/content/pkg/PLAW-117publ180/pdf/PLAW-117publ180.pdf https://www.govinfo.gov/content/pkg/PLAW-117publ180/pdf/PLAW-117publ180.pdf https://www.ecfr.gov/current/title-44/chapter-I/subchapter-E/part-296 https://www.ecfr.gov/current/title-44/chapter-I/subchapter-E/part-296 https://www.fema.gov/disaster/current/hermits-peak https://www.fema.gov/sites/default/files/documents/fema_hpcc-hermits-peak-calf-canyon_program-and-policy-guide.pdf https://www.fema.gov/sites/default/files/documents/fema_hpcc-hermits-peak-calf-canyon_program-and-policy-guide.pdf current operational tempo. The contractor shall roster up to 350 staff and shall be prepared to deploy at least 300 total staff at any point in the Base Period. Subsequent options assume a stepped down approach to staffing with a 25% decrease in the number of staff each option year.

The contractor shall maintain a roster of available staff to support all tasks and functions as written in this SOW. The contractor is responsible for monitoring all staff work and workloads to ensure that workloads and staffing mix is commensurate with operational requirements. The Government will communicate regularly with the Contractor to ensure appropriate staff mix. The COR/TM, in coordination with Claims Office leadership may review Contractor staffing levels on a weekly basis and will communicate regularly with the Contractor to right-size staffing levels. If the Government deems the staffing mix shall be revised, the Contractor is required to mobilize and arrive at the location specified by the Government within 72 hours of notification from

COR/TM.

For every ten (10) claims reviewers and quality control specialists, the contractor shall designate one (1) Team Lead who will monitor performance, provide direction, and review work for compliance with Government standards. Actual ratio of staff to lead may be higher or lower based on operational need. For each team formed, the contractor shall designate one (1) Team Support Staff who will support the reporting functions of each team, provide other administrative and records management support, and assist the Team Lead in monitoring claim load of Claims Reviewers. The Site Inspection team(s) and Subject Matter Expert Team(s) will also have Team Lead and Team Support Staff, who will assist in vetting the Site Inspection and Subject Matter Expert Report requests, as well as assign the requests to the team member, assist with scheduling site inspections, and monitoring and rebalancing workloads for each staff. Attorney Liaisons are also required to support teams that work with the 3rd Party Represented Claims. These Attorney Liaisons will communicate directly with attorneys, submit RFIs to the attorneys, and support weekly meetings with the attorneys. The contractor will also provide administrative support staff who will support intake both in-person as well as via the Claims Office in-boxes. These staff shall support the upload of claimant documentation, receipt of new NOLs, generate, review, and send LODs, and provide other administrative wrap around services. Contractor shall provide Coaches who have a comprehensive understanding of the claims process and will assist all other contractor staff to support questions about claims, escalate questions to FEMA for policy, guidance, or legal direction, and troubleshoot any issues that staff may encounter during the claims process.

Quantity of Rostered Staff

Position/Job Title Labor Category Examples for Consideration* Quantity***

Team Lead Project Manager – Senior or General Planner – Senior 26

Team Support Project Manager – Mid or General Planner – Mid 26

Attorney Liaison Project Manager – Senior or General Planner – Senior 4

Coach Project Manager – Senior or General Planner – Senior 4

Claims Reviewers/Quality Control Specialists****/Appeals Specialists

Labor category can be any combination of the following, but at least 15% of the total should be Commercial Property Insurance Professionals: Commercial Property Insurance Professional – Mid; Commercial Property Insurance Professional

– Senior; Estimator – Mid; Estimator –Senior; Project Manager – Mid; General Planner – Mid; Project Manager – Senior; General Planner – Senior

Site Inspectors Construction or Building Inspector - Senior 20

Subject Matter Experts** Subject Matter Expert – Senior 50

Administrative Support Administrative Support Specialist - Mid 20

*The labor categories identified are provided as examples based on historical usage. Proposed costs/rates should be developed in alignment with the tasks, requirements and qualifications outlined for the position/job title.

**Subject Matter Experts may include but are not limited to the following specializations:

Forensic Accountant; Reforestation Specialist; Risk Reduction Specialist; Forestry Specialist;

Fraud Specialist; GIS Specialist; and Adobe Construction Specialist. Additional SMEs may be requested as emerging requirements are identified.

***See labor qualifications in Table 2: Qualifications for information Education & Certification, Experience, and Skills and Knowledge for each position and labor category. Actual number of required staff for the listed position/job titles or Labor Categories over the course of the contract will fluctuate, and additional or fewer staff in some positions or Labor Categories may be required as mission needs dictate.

****At least 15% of the total personnel should be Quality Control Specialists who possess should hold a current NFIP certification

For bidding purposes, assume that all staff charging under the T&M CLIN will work forty (40) hours per week with an average of twenty (20) hours of overtime per week for the Base Period and all Option Periods. All overtime hours must be approved by the Contracting Officer Representative (COR) or Technical Monitor (TM) in advance of overtime hours being worked.

Inclusive of the rostered technical staff above, the contractor shall also supply an onsite lead, who should fill one of the Team Lead positions. Additionally, the contractor shall supply contract coordinator support, which should be filled by the Team Support or Administrative Support positions. These staff will provide the day-to-day support to staff to assist with personnel management, accountability, coordination with badging, APO, and IT, ensure timely and accurate information dissemination to all staff, and other support to contract staff.

Key Personnel under this contract shall be a Program Manager and Deputy Program Manager.

Qualification for this position are outlined in Table 2 – Qualifications. The Program Manager and Deputy Program Manager shall be the contractor’s primary Points-of-Contact when interfacing with FEMA on all contract-related issues. The Key Personnel shall be available to FEMA on a 24-hour/7-day basis. Key Personnel must be committed for a minimum of six (6) months after contract award. Key Personnel shall also be available for any meetings, including weekly, monthly, or quarterly assessment meetings. Any changes to Key Personnel after award must be approved by the COR and CO.

In addition to the Key Personnel, Contractors shall also propose a management structure that ensures all aspects of program and contract administration and management can be completed.

Program and contract management staff are not included in the rostered 350 staff. At a minimum, contractor shall propose a Contracts Administrator, a Security Specialist, onsite lead, onsite contract administration support staff, and an invoicing specialist. All proposed contract administration positions must be included in the management approach of the proposal and their specific role must be clearly defined. Contract Administration staff will be billed under a Contract Administration CLIN, which will be calculated at 2% of all invoiced costs (T&M Labor of technical staff and ODCs CLINs) for the respective billing period. For bidding purposes, assume 2% of all proposed costs.

The Program Manager is accountable for the overall cost, schedule, and performance of a program. The PM ensures that all work is being completed correctly and in a timely manner;

monitors how projects are progressing; and reports the details to the Government.

The Deputy Program Manager is accountable for the overall cost, schedule, and performance of a program. The Program Manager ensures that all work is being completed correctly and in a timely manner; monitors how projects are progressing; and reports the details to the Government.

In the event the Program Manager is unable to perform and/or support, the Deputy Program Manager will act in their absence.

Conflict of Interest: The Contractor shall ensure all personnel do not review, influence, or submit recommendations for payment on any claims where a conflict of interest may arise (e.g., personal property, family members, etc.).

7. PERIOD OF PERFORMANCE: The period of performance for the base period of the task order is one (1) year from date of award. This requirement is for a one (1) year base period and two (2) one-(1)-year option periods. The Government may extend the terms of the contract, in accordance with FAR 52.217, if required. This will be accomplished by written notice from the Government to the Contractor of its intent to extend.

Core working hours for all personnel will be determined at the Task Order Kickoff Meeting in accordance with the requesting office and working location of staff. operational hours of the Claims Office in Santa Fe, NM.

8. PLACE OF PERFORMANCE: Any positions requiring on-site support should anticipate travel/deployment to government authorized locations within the following counties in New Mexico: San Miguel County, Mora County, Santa Fe County, Taos County, Sandoval County, Rio Arriba County, and/or Colfax County, and all other surrounding counties affected by the Hermit’s Peak/Calf Canyon Fire. Contractors may also work from their Residence of Record or other location as directed by the COR. Actual work locations will be determined based on tasks being performed and operational needs.

FEMA has established a Joint Recovery Office in Santa Fe, New Mexico, which may accommodate up to 300 contractor staff personnel. FEMA has established secondary field offices in San Miguel County and Mora County and may establish field offices in other locations as needed within New Mexico. These additional locations are anticipated to accommodate up to 30 contractor personnel at each location.

9. CONTRACT TYPE: The Government anticipates the need for Time-and-Materials (T&M).

All technical services, including ancillary services, travel, other direct costs, and miscellaneous costs shall be billed as T&M CLINs. Contract Administration costs shall be billed at of 2% of actual costs for all other allowable costs on the contract (Labor and ODCs).

Invoices must be submitted to the Government for review, acceptance, and approval no more than 28 days after the billing period closes. The Government assumes the contractor will invoice on a monthly basis, but the contractor may propose an alternate invoicing schedule.

10. STAFFING QUALIFICATIONS: Staff are not required to hold an insurance adjuster license; however, they must fulfill the minimum qualifications as outlined in Table 2 – Qualifications.

11. DEPLOYMENT AND DEMOBILIZATION PLAN: All travel requires Government preapproval/preauthorization and notification to the COR/TM. The Contractor shall mobilize all staff to arrive on site within 72 hours of notification or as otherwise directed by the COR/TM. If supporting remotely, the Contractor shall ensure that staff commence work no later than 48 hours following receipt of notification. The Contractor shall demobilize staff at the request of the COR/TM. If staff are deployed to Temporary Duty Station (TDY), the Contractor shall demobilize within 24 hours of notice or as directed by the COR/TM. Contractor staff supporting remotely shall cease work on the contract within 24 hours of receipt of notification.

Contractor staff will be scheduled to deploy to pick up equipment once usernames/emails accounts are created/confirmed. Equipment pick up location(s) or shipping to staffs’ Residence of Record (ROR) will be determined at the Kick Off Meeting. The FEMA COR/TM must approve travel prior to staff being deployed.

Contractors are authorized up to eight (8) hours of travel time for mobilization and eight (8) hours of travel time for demobilization. Any travel hours incurred must be included in the total hours authorized for a work week; additional hours will not be authorized to account for travel.

Upon demobilization notification of staff, Contractor shall reassign all work within 48 hours of staff’s exit.

For bidding purposes, assume all technical staff will deploy to Santa Fe, New Mexico. Program Management staff shall support remotely, with occasional travel to Santa Fe, NM or Washington, DC. Any management staff travel must include a written justification to include duration of travel, and must be preapproved in writing by the COR before travel is booked. When management staff are onsite, they are not authorized to disrupt technical staff support to operations. Any disruptions in technical support operations will result in immediate request to depart from the FEMA facility.

12. TRAVEL AND STAFFING:

• Staff are expected to be committed for the duration of the assignment. This includes the base and option periods. If staff cannot commit for the entire duration, this information should be disclosed in the technical proposal and should include how long the staff is committed.

• Additionally, if the proposed staff are no longer available to support the task order by the time the award is made, it must be brought to the attention of the Contracting Officer, Contracting Officer Representative and Technical Monitor.

• Costs for transportation, lodging, meals and incidental expenses incurred by Contractor personnel on official company business, in support of this contract, are allowable subject to FAR 31.205-46, Travel Costs.

• Rotational travel schedules must be coordinated with the TM/COR at least fourteen (14) days prior to departure and work shall be re-assigned during the duration of the rotation to avoid unnecessary delays in claim processing.

• Emergencies aside, the deployed Contractors may take rotations at ninety (90) sixty (60) day intervals beginning 90 60 consecutive calendar days after arrival on site following travel. Contractor shall review and approve rotation requests to ensure they align with FEMA Travel Policy and the terms of this contract. Contractor shall ensure that not more than 50% of staff are on rotation at any one time. If staff are structured into teams, then Contractor shall ensure not more than 50% of staff per team are on rotation at any one time. ROR contractors may take rotations at ninety (90) day intervals beginning 90 consecutive calendar days after work start date.

• Rotations shall be for a minimum of seven (7) days and a maximum of fourteen (14) calendar days (including travel days) as long it is operationally permissible and does not adversely impact the mission. No accrual of days shall be permitted. For bidding purposes assume fourteen (14) days. Travel time shall be not be billed as labor hours. No accrual of days shall be permitted. Extension of rotation beyond the allowable 14 day maximum is not permitted except in the event the return date falls on a Friday or Saturday, or before a holiday, i.e. if the 2-week rotation starts on a Friday then the staff would return the following Sunday (16 days) instead of exactly 14 days (Friday) as to not incur lodging and per diem costs on days when work is not conducted. For deployed staff, rotations must start after two consecutive working days have been completed and should end when there are at least two consecutive working days upon return. Any other exceptions or deviations from the allowable rotational schedule must be preapproved by the TM or COR.

• A Schedule Coordination Notification Form, Travel Cost Analysis (TCA) and backup documentation (if applicable) must be provided to the TM/COR for all rotations fourteen

(14) calendar days in advance of departure date. The Schedule Notification Form and Travel Cost Analysis form will be provided to the Contractor no later than the Kickoff Meeting.

• For emergency leave, the Contractors required to notify their TM/COR of their departure and anticipated return date as soon as practicable. Emergency leave travel costs are not reimbursable by the government.

• Cost effective weekends (CEW) are not authorized unless there is an operational period of at least two (2) consecutive non-working days. No more than one (1) CEW will be authorized each month. The request must be made at least fourteen (14) days in advance of the proposed departure date. Cost analysis documentation must be included with the request. Additionally, the staff must work a full eight (8) hour day prior and following the weekend he/she is authorized.

• Program Management (Program Manager, Deputy Program Manager, or other contract and program management positions) travel may be allowable under this Contract. When submitting the Program Management travel request, the contractor shall include: name(s) of staff traveling, the duration of the travel (open-ended or one way travel is not allowable), and justification for travel. Program Management activities onsite shall not interfere with technical staff’s operations and productivity. All Program Management travel must be pre-approved in writing by the COR before travel is booked.

13. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION: FEMA will supply the staff with Government laptops, cell phone, and monitor, and other peripherals as mission needs dictate. All work-related communication and work must be performed utilizing government-furnished equipment. Personal protective equipment (PPE) must be purchased and provided by the Contractor.

The Contractor shall provide staff with the following material: equipment, supplies, tools, and other items as necessary to perform the services as defined in this SOW. The Contractor shall provide reservations for means of transportation, on-site management and supervision, and other services required to perform to the standards in this contract.

In accordance with the Rehabilitation Act of 1973, as amended Section 504 (Programs, Services and Activities) and Section 508 (Electronic and Information Technology), FEMA will provide applicable accessible information technology systems to staff covered under the Rehabilitation Act of 1973. Based on the Contractor specific need, FEMA will provide accessibility related software or peripheral devices to use systems that comply with Section 508.

The Contractor/Provider shall comply fully with Section 504 of the Rehabilitation Act of 1973, as amended, and incorporate this language in any sub-contracts related to the provision of FEMA public-facing program or activity.

Security: All candidates must be eligible to receive a favorably adjudicated Entry-on Duty (EOD) artifact by the time of award. If a candidate is badged under an existing contract, the Contractor must note the applicant’s name as it appears on the DHS Form 11000.25 – Contractor Fitness/Security Screening Request, the unique identifier (from the badge) and the personal handle number when any staff resumes are submitted to the COR for Labor Category approval on the contract. If the candidate does not have a physical badge, the Contractor must denote the applicant’s name as it appears the DHS Form 11000.25 – Contractor Fitness/Security Screening Request, the EOD notification date from the EOD Artifact and the person handle number. Proposed candidates cannot be current FEMA employees. If the candidate is a former FEMA employee, their separation must be processed before they are proposed. Upon submission of the proposal, the Contractor must provide the names of all Contractor staff so that FEMA may verify their security status and for FEMA IT system access (if applicable). The Contractor Security Liaison must ensure that security artifacts for all Contractors are up to date prior to deployment. All Contractor staff must be vetted to work on this contract. Contractors are not to deploy until they receive approval from the COR/TM.

Bulk processing forms will be provided to all vendors who move to Phase II of the solicitation.

Three days after contract award, the vendor must submit a minimum of 100 staff resumes (page limit: 1 page per staff) to the COR for Labor Category approval and DHS Form 11000.25 to Security for processing those 100 staff. When submitting bulk resumes, vendor must submit a Table of Contents or consolidated chart that lists the staff full legal name, position, proposed LCAT, and current EOD status, and any other relevant information as requested by the COR. An additional minimum of 100 must be submitted one week after initial submission, providing resumes and DHS Form 11000.25. All staff supporting billable work to the contract under the Labor CLIN must have an EOD in order to support the contract. Immediate demobilization is required if staff become noncompliant at any point while supporting the contract.

Upon task order award and verification of the Contractor personnel security status, the personnel must report to the COR and POC addressed below:

Contracting Officer Representative – Jennifer Cutrona

Program POC – Jennifer Carbajal

Please see Security & Privacy Clauses’ attachment for detailed information regarding relevant clauses.

14. TASKS: The contractor shall furnish staff who provide comprehensive support for both claims review functions and ancillary tasks as required. Contractor shall provide staff support which is scalable and cost-effective to include: Administrative functions, Subject Matter Experts (SMEs) specialists, Site Inspectors, Appeals Analysts, Claims Reviewers, Quality Control, and other staff as mission needs require within the scope of the SOW. The contractor shall also furnish ODCs for staff to complete the technical requirements outlined below. These ODCs may include, but are not limited to subscriptions for Xactimate, AcreValue, Ridge Top, JD Power, and other online subscription-based systems. Activities listed in the tasks below may change based on program and policy revisions.

Contractor shall provide program support services for the execution of the life cycle of the claims review process of the Hermit’s Peak/Calf Canyon Claims Office, which may include:

14.1. Assisting the Government with executing a scalable, customer-centric claims review process that provides full compensation available under the law as expeditiously as possible with the smallest burden placed on the claimants.

14.2. Assisting claimant and/or FEMA Navigator to identify losses eligible for payment and obtaining requisite backup documentation requirements.

14.3. Utilizing valuation methodologies to conduct claims processing, including standard rate calculation methodologies to expedite claims review process.

14.4. Apply established procedures for handling all claims-related correspondence, including registrations by mail and upload, and provide mail operations as requested.

14.5. Contractor shall provide qualified personnel and claims reviewers to process claims and recommend payment to the Authorizing Official within the timelines specified according to program policies and guidelines. Claims reviewers shall provide other services as identified in the Final Regulations and associated policies, guidance, and procedures, to include but not limited to using guidance provided by the Government, identify when a Site Inspection or SME Report may be required and refer request to the designated Site Inspection and SME teams.

14.6. Upon receipt and review of a completed and properly signed Notice of Loss the Contractor shall be responsible to assign a designated claims reviewer for each claim.

14.7. Claims Reviewers shall work with the claimant, designated claimant representative or the Navigator to assist claimant with formulating a strategy for obtaining any necessary supporting documentation to complete a Proof of Loss, and other requirements as specified by the COR/TM.

14.7.1. Claims Reviewers shall follow established guidance, policies, and procedures to provide objective evaluation of claims and provide a detailed report of recommendations to an Authorizing Official. Claims reviewers shall take all steps including, but not limited to, providing claimant support, identifying all potential losses for compensation, and making full use of standard rate calculators to maximize compensation to claimants within the extent of the law.

14.7.2. Claims Reviewers shall evaluate claims to ensure compensation is not duplicated with benefits provided by other applicable programs, including but not limited to Public Assistance Program, Individual Assistance Program, and other programs.

14.8. The contractor shall provide Quality Control staff to review submissions of comprehensive proofs of loss, claimant inquiries, review requested amounts, establish qualified amounts, assess duplication of benefits and provide comprehensive recommendations for maximum compensation determinations.

14.8.1. Quality Control staff shall notify the Claims Reviewer of any items in the claim that require rework, additional documentation, or updated compensation determination.

14.8.2. Quality Control staff shall complete their reviews in accordance with regulations, policy, and established program guidance.

14.9. Coordinate with subject matter experts and site inspectors, including other government contractors for the purpose of receiving reports or analysis for the processing and validation of claims.

14.10. Contractor shall provide site inspection support as required. If physical site inspections are required, the Contractor shall provide qualified site inspectors personnel to conduct physical site inspections of damaged properties in the affected counties. The site inspection process is as follows:

14.10.1. Contractor shall work with claimant and/or claimant representative to schedule a physical site inspection. If requested to contact claimant directly, Contractor shall make 3 separate attempts to contact the claimant within a 72-hour time period. If contact with the claimant is unsuccessful, the Contractor shall notify the Government within 24 hours.

14.10.2. Completed site inspection packets shall include, at a minimum, a description of the site and any visible damage resulting from the fire, surrounding vegetation, pictures of the site, coordinates, floodplain data, and other information identified by the Claims Reviewer or in the System of Record.

14.10.3. Contractor shall upload completed site inspection package into the System of Record within 48 hours of site inspection visit.

14.10.4. Maintain a site inspection tracker that includes, at a minimum, claimant name, date of call, date of inspection, completed inspection date, and other pertinent information identified by the COR/TM.

14.11. Contractor shall produce Subject Matter Expert Reports in the areas including, but not limited to: Forensic Accounting, Reforestation, Risk Reduction, Forestry, Fraud, GIS, Xactimate, and Adobe structures. These reports shall be created and added to claims as documentation to determine allowable payable costs claimed based on the legislation, regulations, and policies of the Claims Office.

14.11.1. Contractor shall provide SME support to evaluate compensation for applicable risk reduction/mitigation activities (e.g., fire, flood, watersheds, floodplains, forested areas, etc.). Responsibilities include:

14.11.2. Evaluate whether requested compensation does not exceed thresholds established in the Final Regulations and/or program policy.

14.11.3. Verify and validate whether risk reduction projects were completed.

Verification and validation activities may take place during the claims process or after claims payments are made.

14.12. Contractor shall provide coaching support for Claims review and QC teams.

Coaching support includes, but is not limited to: claims review, system of record, and Claims Office regulations and policy.

14.13. Contractor shall coordinate with subject matter experts, including other government contractors for the purpose of processing and validation of claims, to include receiving reports or analysis.

14.14. Evaluating claims to identify and flag any suspected or potential fraud. Any claims identified by the contractor as having suspected or potential fraud shall be referred to the Government.

14.15. Review claims through an established quality control process. Any claims that have deficiencies, inconsistencies, or errors are returned to the claims review process.

14.16. Ensuring all claims reviewers complete and maintain proficiency in Government-provided initial, refresher, and ongoing training. Unless explicitly directed, in writing, by the Government, Contractor is expressly prohibited from developing and delivering trainings which deviate from official program guidance.

14.17. Monitoring the compliance and proficiency of contracted staff. Contractor shall address any quality or training gaps that exist.

14.18. Providing exceptional customer service to each claimant and positively and professionally represent FEMA to the public throughout all aspects of services provided on FEMA’s behalf.

14.19. Contractor may be required to travel to claimant’s residence or locations designated by FEMA to assist with the claim process. The Contractor may be tasked with contacting claimant, scheduling date and time of visit, assist with obtaining documentation, completing necessary forms, and collecting and uploading copies of supporting documentation.

14.20. Assisting in Appeals processing as appeals analysts completing document retrieval, appeals case review, development of appeals recommendation to support the Appeals, Audits, and Arbitration of the Claims Office, and other backup documentation requests, at the direction of the Government.

14.21. Assisting in Arbitration support by providing expert witness on Arbitration cases, as requested by the Government.

14.22. Submit all Reports as requested in Table 1 – Reports.

14.23. If Government awards a follow-on contract, assist with any program handoff and transition services as requested.

15. DELIVERABLES AND DELIVERY SCHEDULE:

The deliverables shall be transferred to the Government via Microsoft Word, Access, Excel or any other media as determined acceptable by the Government. The program will develop and/or amend procedures, guidelines, workflows, and other framework documents to further clarify work. For the purposes of the proposal, any discrepancy between the SOW and guidelines, the SOW will take precedence, unless specifically excepted by the Government.

Table 1 – REPORTS

Deliverable Requirement Due Date Method of Surveillance

Deliverable 1: Kick Off Meeting & Report

The Contractor will participate in a kick-off meeting with the Government no later than three (3) business days after task order award. The Contractor must submit notes and applicable action items no later one (1) business day after the meeting is conducted.

Due within 3 days of Task Order Award (Meeting) and 1 day after meeting (Report)

100% Inspection TM/COR will review each product for completeness & accuracy.

Deliverable 2:

Accountability Tracker

Accountability Tracker is to be completed and submitted each workday prior to 9:30am (Based on Time-Zone of the requesting office). Tracker should account for vacations, rotations, holidays, sick days, demobilizations, and absentees. Tracker should reflect the day, month, and the availability status of all contracted staff working on task order.

Due to the Government daily 9:30am (Time zone of the requesting office).

100% Inspection TM/COR will review each product for completeness & accuracy.

Deliverable 3: Monthly Task Order Status Report

Report summarizing overall Task Order status, number of personnel, hours expended for the current month, as well as a summary of deliverables submitted, planned activities for the next month and problems and proposed corrective actions.

Due to the Government by the 15th of each Month.

100% Inspection – TM/COR will review each product for completeness & accuracy.

Deliverable 4: Labor Hours Tracker

Labor Tracker will capture all regular and overtime hours worked for each deployed staff. The tracker is to be submitted each Monday by 5:00 pm EST, capturing all labor and overtime for the previous work week.

Due to the Government each Monday 5:00 pm EST of the following week work was performed.

100% Inspection – TM/COR will review each product for completeness & accuracy.

Deliverable 5: Quality Control Plan

The Quality Control Plan (QCP) to the government within 10 days after the kickoff meeting. At a minimum, the QCP must include the task, performance objective, performance standard, primary method of surveillance, the acceptable quality level, and the evaluation method.

Due to the government within 10 days after the Task Order kickoff meeting.

100% Inspection – TM/COR will review each product for completeness.

Deliverable 6: Labor Hours and Expense Certification

The Labor Hours and Expense Certification (LHEC) shall be submitted to the COR and TM for review prior to submitting an invoice. The LHEC shall contain all charges associated with the monthly invoice to include all Labor Hour charges, travel costs and ODC-related costs for 4 weeks or 1 month of allowable costs. The COR/TM will review and, if approved, sign and return the LHEC to the contractor to submit as part of invoice. The LHEC review period is generally limited to ten

(10) business days. If a LHEC is not reviewed within 10 business days, on the 11th business day an invoice may be submitted.

Due to the government no later than the 21st of each month following the month the costs cover.

100% Inspection – TM/COR will review each product for completeness.

Deliverable 7: Claims Status Tracker

The Claims Status Tracker shall track claims movement by staff and claim movement stage. This tracker will include any claims worked by a claims reviewer, QC, and the stage(s) that the claim moved though, to include development. Tracker shall also include Site Inspections requested and completed, and SME Reports requested and completed.

Format of the report shall be developed in coordination with FEMA after Award.

Due to the Government each Monday 5:00 pm EST of the following week work was performed.

100% Inspection – TM/COR will review each product for completeness.

Table 2 - QUALIFICATIONS

Position/Job Title/Labor Category

Education & Certification Experience Skills and Knowledge

Program Manager (Key Personnel)

Bachelor’s degree in business or a related area/field of work

• Must have a minimum of a Bachelor’s degree in business or a related area/field of work.

• Must also have a minimum of 15 years of experience performing program management functions to include previous experience as a Project Manager on multiple projects.

• Should have disaster operational experience.

• Must have high-level management and leadership skills.

• Ability to both lead and function as a member of a team.

• Must have excellent written and oral communication skills.

• Must have attention to detail, great organizational skills, as well as the ability to multi-task

• and work well under pressure.

• Must have conflict resolution and problem-solving skills to include risk management.

• Must have cost control and budgeting skills.

• Must have teamwork and motivational skills.

See Experience.

Category

Education & Certification Experience Skills and Knowledge

Deputy Program Manager (Key Personnel)

Bachelor’s degree in business or a related area/field of work

• Must have a minimum of a Bachelor’s degree in business or a related area/field of work.

• Must also have a minimum of 15 years of experience performing program management functions to include previous experience as a Project Manager on multiple projects.

• Should have disaster operational experience.

• Must have high-level management and leadership skills.

• Ability to both lead and function as a member of a team.

• Must have excellent written and oral communication skills.

• Must have attention to detail, great organizational skills, as well as the ability to multi-task

• and work well under pressure.

• Must have conflict resolution and problem-solving skills to include risk management.

• Must have cost control and budgeting skills.

Must have teamwork and motivational skills.

See Experience.

Education & Certification Experience Skills and Knowledge

Administrative Support Specialists—Mid

High School Diploma A minimum of five years of combined experience in administrative roles including customer service, data entry, document development, correspondence, adhering to federal guidance and policy, records management, and evaluating various types of administrative documents.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Administrative Knowledge: Proficiency in administrative activities within an organization including customer service, data management, records management, time management, workload balancing, data reporting and tracking, and other administrative duties.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using administrative software, claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

Education & Certification Experience Skills and Knowledge

Subject Matter Experts—Senior

Bachelor’s degree in related field & any industry-standard certification required for specific SME type (Ex: Engineers must have Professional Engineer registration).

A minimum of ten years of combined experience the field of practice as a Subject Matter Expert.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs in line with subject matter areas of expertise.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

SME Reports: Must be proficient and have a high degree of knowledge on how to accurately build SME reports which provide adequate compensation for claimants to rebuild and recover. Must be proficient in assessing property and fire-related and flood-related, and other compensable damages accurately, which involves understanding the extent of damage, the required repairs, required documentation, and associated costs.

Education & Certification Experience Skills and Knowledge

Site Inspectors – Senior (Construction or Building Inspector – Senior)

High School Diploma A minimum of ten years of combined experience in claim/case processing roles including customer service, data entry, reviewing, and evaluating various types of disaster related losses.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs. Must be an expert in using Xactimate software.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

Damage Assessments: Must be proficient and have a high degree of knowledge on how to use Xactimate to accurately structure POLs to provide adequate compensation for claimants to rebuild. Must be proficient in assessing property and fire-related and flood-related damage accurately, which involves understanding the extent of damage, the required repairs, required documentation, and associated costs.

Claims Reviewer/Quality Control/Appeals Specialist

Labor Category Education & Certification Experience Skills and Knowledge

Commercial Property Insurance Professional – Senior

High School Diploma & NFIP Certified

A minimum of ten years of combined experience in claim/case processing roles including customer service, data entry, reviewing, and evaluating various types of disaster related losses.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

Commercial Property Insurance Professional – Mid

High School Diploma & NFIP Certified

A minimum of five years of combined experience in claim/case processing roles including customer service, data entry, reviewing, and evaluating various types of disaster related losses.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

Estimator –Senior High School Diploma A minimum of ten years of combined experience in claim/case processing roles including customer service, Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, data entry, reviewing, and evaluating various types of disaster related losses.

regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain policy and regulations to claimants, FEMA staff, and other stakeholders.

Use of Technology: Proficiency in using claims management software, databases, and other technology tools that facilitate claim processing, documentation, and communication.

Estimator – Mid High School Diploma A minimum of five years of combined experience in claim/case processing roles including customer service, data entry, reviewing, and evaluating various types of disaster related losses.

Policy Interpretation: Ability to understand and interpret complex federal policy language, including relevant statutes, regulations, policies, guidance, and directions.

Technical Knowledge: Disaster-related knowledge and background to accurately assess losses, damages, repairs, and replacement costs.

Clear and Effective Communication: Customer service, excellent written and verbal communication skills and knowledge and ability to explain…