TSA Occupational Health and Medical Services (TOMS) IDIQ SOW

1.0 Background

The Transportation Security Administration (TSA) protects the Nation’s transportation systems to ensure freedom of movement for people and commerce. TSA employs personnel in headquarters, field offices, airports, and other locations throughout the United States and its territories and requires flexible, timely, and geographically accessible occupational health and medical support services to support applicants, employees, and operational requirements.

TSA intends to establish a multiple award Indefinite Delivery, Indefinite Quantity (IDIQ) contract for Occupational Health and Medical Services. Individual task orders issued under this IDIQ will define the specific services, performance requirements, staffing, locations, estimated volumes, deliverables, period of performance, security requirements, IT requirements, Government furnished information or property, and applicable clinical protocols.

2.0 Scope of Services

The Contractor shall provide occupational health and medical services in support of TSA personnel, applicants, and programs. Services may include medical examinations, mobile medical services, drug testing, independent medical examinations, vaccination services, workforce health promotion and preventive services, telehealth, nursing support services, medical supplies and equipment, and health unit clinical services.

The Contractor shall provide qualified personnel, clinical expertise, scheduling and coordination, facilities or access to facilities, equipment, supplies, information management, quality control, reporting, and other support necessary to perform the requirements identified in each task order.

All services shall be performed in accordance with applicable Federal laws and regulations; TSA policies, medical guidelines, clinical protocols, privacy and records management requirements; and applicable professional standards of care. The Government will identify task order specific requirements, including the roles and responsibilities of the Contractor, TSA Office of the Chief Medical Officer (OCMO), Contracting Officer’s Representative (COR), and other Government stakeholders.

2.1 Medical Examination Services

The Contractor shall provide medical examination services to support TSA applicants, employees, and other populations identified in individual task orders. Medical examinations and other medical tests or evaluations may be required for pre-employment, preplacement, periodic surveillance, return to duty, fitness for duty support, position specific qualification, or other TSA directed purposes.

Medical examination services may include, as applicable:

• Medical history review and health history questionnaires;

• Physical examinations;

• Vision, color vision, hearing, and audiometric testing;

• Vital sign measurements;

• Urinalysis and other laboratory testing;

• Electrocardiograms, cardiac stress testing, and other diagnostic testing;

• Review of supporting medical documentation;

• Medical record collection and coordination;

• Medical evaluation scheduling, reminders, rescheduling, cancellation, no-show management, and applicant coordination related to required evaluations, testing and supporting documentation

• Coordination of accessibility accommodations for medical evaluations, as directed by TSA and consistent with appliable requirements;

• Medical documentation, reporting, and secure transmission of examination results;

• Medical review and recommendation and documentation of clinical findings, and recommendations regarding whether an individual meets applicable TSA-provided medical standards or protocols;

and

• Coordination with TSA and TSA designated service providers.

The Contractor shall establish and maintain, when required by a task order, a network of qualified medical providers and affiliates that provides reasonable geographic access to TSA applicants and employees.

Geographic coverage, appointment capacity expectations, turnaround timeline expectations, required provider specialties, accessibility requirements, and other network requirements will be specified at the task order level. See Appendix I for a list of current airports and field offices supported by TSA. In addition, TSA-specific protocols, required examination components, medical standards, required testing, documentation and disposition process will be specified at the task order level.

The Contractor shall ensure that examinations are conducted by properly licensed, credentialed, trained, and qualified medical professionals acting within the scope of their licensure and applicable standards of practice. The Contractor shall use TSA approved forms, medical guidelines, protocols, systems, and reporting processes, when provided or required.

Unless otherwise specified in a task order, the Contractor shall not make final employment, suitability, credentialing, or other personnel determinations on behalf of TSA. The Contractor may provide clinical findings, medical assessments, and recommendations within the scope authorized by the applicable task order and TSA protocol.

2.2 Mobile Medical Services

The Contractor shall provide mobile medical capability when directed by TSA to support locations with limited access to static medical providers, hiring events, surge requirements, remote locations, emergency operational needs, or other TSA directed activities.

Mobile medical services may include medical examinations, diagnostic testing (including urine and blood collection and testing, audiometry and electrocardiogram), drug test specimen collection, vaccination services, health screenings, and other authorized clinical services. The specific services, event locations, patient volumes, timelines, required equipment, staffing, and logistical requirements will be established in the applicable task order.

The Contractor shall provide sufficient qualified personnel, equipment, supplies, technology, and administrative support to safely and effectively conduct the directed services. The Contractor shall coordinate with TSA and any applicable site stakeholders regarding scheduling, access, space, power, connectivity, privacy, patient flow, accessibility, safety, and other operational requirements.

When mobile medical services are performed, the Contractor shall securely document and transmit examination, testing, and service results in accordance with task order requirements and applicable privacy, security, and record management requirements.

2.3 Drug and Alcohol Testing Services

The Contractor shall provide drug and alcohol testing support for TSA applicants, employees, and other individuals identified by TSA. Drug and alcohol testing services may support pre-employment, pre appointment, reasonable suspicion, post-accident, return to duty, follow up, random, or other authorized testing requirements in locations across the US, Puerto Rico, US Virgin Islands and certain locations in the Western Pacific such as Guam, Saipan and American Samoa, as specified in individual task orders.

Services may include:

• Providing and maintaining random testing services

• Establishing and maintaining access to qualified specimen collection sites and personnel;

• Scheduling, coordinating, and tracking drug and alcohol testing appointments;

• Conducting all aspects of testing in accordance with applicable Federal regulations and requirements and TSA policies and procedures;

• Maintaining appropriate chain of custody procedures;

• Coordinating laboratory testing, quality control, collection, Medical Review Officer services that may include drug and alcohol testing anomalies and rehabilitation, and related verification activities, when required;

• Managing donor communications, reminders, no shows, rescheduling, cancellations, and collection site and testing issues;

• Reporting test status and results to authorized TSA personnel or TSA designated service providers;

• Providing administrative support for all aspects of testing including but not limited to coordination, records management and training;

• Supporting collection site quality assurance, incident reporting, and corrective actions;

• Providing statistical, operational, and management reports; and

• Providing qualified subject matter experts to serve as witnesses in any administrative and/or judicial proceedings as stipulated by TSA.

The Contractor shall perform drug and alcohol testing services in accordance with applicable Department of Health and Human Services Mandatory Guidelines for Federal Workplace Drug Testing Programs, Department of Transportation regulations and requirements when applicable, TSA policies and procedures, and other task order specific requirements.

The Contractor shall ensure drug and alcohol testing personnel, collection sites, laboratories, Medical Review Officers, quality control, and any subcontractors are appropriately qualified and authorized to perform their assigned functions, in accordance with the Department of Health and Human Services Mandatory Guidelines for Federal Workplace Drug Testing Programs, the Department of Transportation regulations and TSA policies. The Contractor shall protect the confidentiality and integrity of drug testing records and results and shall disclose such information only to authorized recipients in accordance with applicable laws, regulations, and TSA requirements.

Specific test panels, collection methods, testing populations, result reporting requirements, turnaround times, and performance standards will be identified in individual task orders.

2.4 Independent Medical Examination Services

The Contractor shall provide Independent Medical Examination (IME) services when requested by TSA.

IME services may be used to obtain an independent clinical evaluation of an employee’s or applicant’s medical, psychological, psychiatric, behavioral health, or other condition relevant to a TSA directed medical qualification, fitness for duty, accommodation support, or other authorized review.

The Contractor shall provide qualified, independent, appropriately licensed, and credentialed medical professionals with relevant specialty expertise. Required specialties may include psychiatry, psychology, occupational medicine, internal medicine, orthopedic medicine, neurology, or other specialties identified by

TSA.

IME support may include:

• Reviewing relevant medical records and other Government authorized documentation;

• Collecting additional records, when authorized;

• Scheduling and coordinating examinations;

• Conducting in person or remote examinations, when authorized and clinically appropriate;

• Providing nursing or clinical coordination support;

• Preparing comprehensive written IME reports that respond to TSA provided questions;

• Responding to TSA follow up questions regarding reports; and

• Securely transmitting reports and associated documentation to authorized TSA recipients.

IME reports shall be objective, clinically supported, and responsive to the specific questions and requirements established by TSA. The Contractor shall identify the records reviewed, relevant clinical findings, diagnostic impressions where within scope, prognosis where applicable, functional considerations, and responses to TSA directed questions.

TSA will retain responsibility for final agency determinations unless the applicable task order expressly delegates a defined clinical determination consistent with applicable authority and policy.

2.5 Vaccination and Immunization Services

The Contractor shall provide vaccination and immunization support for TSA employees, applicants, and other authorized populations, as directed by TSA. Services may be provided at contractor affiliate locations, TSA locations, mobile clinics, health units, or other locations specified in individual task orders.

Vaccination services may include:

• Vaccine procurement, storage, handling, inventory management, and administration, when required;

• Administration of Government furnished vaccines, when required;

• Seasonal or event-based vaccination clinics;

• Pretravel, occupational, post exposure, or other medically indicated immunization support;

• Patient screening, informed consent processes, vaccine education, and documentation;

• Management and documentation of adverse events;

• Vaccine record management, reporting and reconciliation;

• Coordination with TSA regarding vaccine availability, clinic scheduling, participation, and utilization;

and

• Disposal of hazardous materials.

The Contractor shall ensure that vaccines are administered by qualified, licensed healthcare personnel in accordance with applicable Federal, state, local, manufacturer, and clinical requirements. Vaccine storage and handling shall follow applicable Centers for Disease Control and Prevention guidance and manufacturer requirements. The specific vaccine types, inventory responsibilities, locations, target populations, clinic requirements, and reporting requirements will be established at the task order level.

2.6 Telehealth Services

The Contractor shall provide secure telehealth services to support TSA directed occupational health, clinical consultation, medical review, triage, follow up, and other authorized medical services. Telehealth services may be used independently or in coordination within person medical, mobile medical, nursing, health unit, or IME services.

Telehealth services may include:

• Virtual clinical consultations and assessments;

• Occupational health consultations;

• Medical record review and follow up;

• Clinical triage and referral support;

• Follow up consultations related to medical examinations, vaccinations, laboratory results, or other services;

• Behavioral health or specialty consultations, when specifically authorized;

• Patient education and care navigation support;

• Coordination with local medical providers, health units, and TSA designated stakeholders; and

• Secure clinical documentation and reporting.

The Contractor shall provide telehealth services through a secure platform that supports protection of personally identifiable information and medical information. The Contractor shall ensure that telehealth clinicians are properly licensed, credentialed, and authorized to provide services in the jurisdiction in which the patient is located, as applicable.

The Contractor shall establish processes to address patient identity verification, informed consent where required, clinical documentation, continuity of care, emergency escalation, referral to in person care, and protection of medical information. Telehealth services shall not be used when an in-person evaluation or emergency intervention is clinically necessary.

Individual task orders will identify the authorized scope of telehealth services, required clinical disciplines, operating hours, geographic coverage, platform requirements, escalation procedures, clinical documentation requirements, and performance standards.

2.7 Nursing Support Services

The Contractor shall provide licensed nursing personnel and related clinical support personnel to support TSA occupational health, employee health, medical evaluation, medical review, case coordination, health-unit operations, and other TSA-directed medical activities. Contractor personnel may provide direct clinical and programmatic support to TSA Government nursing and medical staff, including support for daily clinical operations, workload management, case coordination, clinical documentation, patient communications, and implementation of TSA-directed medical protocols.

Nursing support services may include:

• Providing direct clinical and administrative support to TSA Government nurses, physicians, and other authorized medical personnel in support of TSA occupational health and medical programs;

• Supporting medical examinations, health screenings, medical surveillance, vaccination activities, telehealth services, and health-unit operations;

• Reviewing, organizing, documenting, and securely maintaining medical questionnaires, examination records, and other medical documentation, as authorized;

• Assisting TSA Government nursing and medical staff with medical-record review, clinical case coordination, follow-up activities, and communication with employees, applicants, treating providers, and authorized TSA personnel;

• Supporting fitness-for-duty, return-to-duty, medical qualification, and other occupational-health processes, as directed by TSA;

• Providing patient education, care coordination, clinical triage, referral support, and follow-up within the scope of nursing licensure and task-order requirements;

• Preparing clinical summaries, correspondence, reports, and other medical-program documentation for TSA review;

• Supporting the collection, tracking, and reporting of medical-program data, workload information, performance metrics, and clinical trends;

• Assisting TSA Government nursing and medical staff in identifying workload trends, processing backlogs, recurring clinical issues, and opportunities to improve service delivery;

• Supporting quality assurance, quality control, clinical process improvement, and compliance activities;

• Supporting authorized administrative, records-management, litigation-support, or Equal Employment Opportunity activities; and

• Entering, maintaining, retrieving, and safeguarding information in TSA-approved medical-record systems or other Government-approved systems and processes.

Nursing personnel shall work under the clinical direction, protocols, and oversight specified by TSA and the applicable task order. Contractor nursing staff shall not make final agency personnel decisions or determinations affecting an individual’s rights or status unless specifically authorized by applicable law, policy, and the task order.

The Contractor shall ensure nursing personnel maintain current professional licenses, certifications, training, and competencies appropriate to their assigned duties.

2.8 Health Unit and Clinic Operational Services

The Contractor shall provide health unit and clinic management services at TSA designated locations.

Services may support TSA employees, applicants, trainees, contractors, visitors, and other authorized populations, as directed by TSA.

Health unit and clinic operational services may include:

• Staffing and supervision of clinical and administrative personnel;

• Day-to-day operation of TSA health units, clinics, or designated medical service locations;

• Occupational health services and medical surveillance support through certified occupational medicine physicians, nursing staff and other professionals;

• Urgent care and limited emergency response support within the authorized scope of the facility;

• Employee and trainee health screenings;

• Evaluation and coordination of occupational injuries and illnesses;

• Medical examinations, diagnostic testing, specimen collection, vaccination, and related services;

• Medication, medical supplies, equipment, and inventory management;

• Laboratory, radiology, referral, and external provider coordination;

• Medical support to emergency response activities and events;

• Workforce health promotion and preventive services (e.g., coaching, counseling, dietitian services, nutrition counseling, webinars, virtual wellness programs, online health risk assessments, etc.);

• Behavioral/mental health support and consultations by licensed clinicians;

• Medical record documentation and management;

• Clinical quality assurance, infection control, safety, and emergency preparedness support;

• Facility, equipment, and calibration management;

• Reporting, performance management, and coordination with TSA stakeholders; and

• Medical oversight and management of the Automated External Defibrillator (AED) program, including quality management, replacement supplies, and incident reviews.

The Contractor shall provide the facilities, equipment, supplies, medications, personnel, and services required by the applicable task order, except for Government furnished resources specifically identified by TSA. The Contractor shall ensure that health unit and clinic services are performed in compliance with applicable licensing, accreditation, occupational health, clinical, privacy, safety, and environmental requirements.

The scope of authorized clinical care, hours of operation, staffing model, formulary, equipment requirements, patient population, referral protocols, and emergency response responsibilities will be specified in the individual task order.

2.9 Medical Supplies and Equipment Support Services

The Contractor shall provide medical supplies, clinical consumables, pharmaceuticals, durable medical equipment, diagnostic equipment, and related logistics support necessary to support TSA medical operations, health units, mobile medical deployments, medical examinations, drug testing, vaccination clinics, telehealth support locations, and other TSA directed activities.

Medical supplies and equipment services may include:

• Procuring, receiving, storing, inventorying, distributing, replenishing, and disposing of medical supplies and equipment;

• Providing clinical consumables and supplies necessary for medical examinations, laboratory testing, specimen collection, drug testing, vaccinations, first aid, urgent care, and occupational health services;

• Providing medical, diagnostic, laboratory, and clinical equipment, including required accessories, replacement parts, calibration, preventive maintenance, inspection, repair, and documentation;

• Providing task order required medications, vaccines, and related clinical supplies, including cold chain management, secure storage, inventory control, and expiration date monitoring;

• Establishing and maintaining appropriate supply levels to support routine operations, projected patient volumes, emergency needs, and TSA directed surge requirements;

• Supporting the rapid deployment of supplies and equipment for mobile medical operations, hiring events, vaccination clinics, temporary health units, and other operational needs;

• Ensuring that all supplies, pharmaceuticals, equipment, and materials are appropriate for their intended use; are maintained in accordance with manufacturer instructions, applicable law, and clinical standards; and are within applicable expiration dates;

• Maintaining supply chain continuity and identifying, reporting, and mitigating actual or anticipated shortages, backorders, recalls, equipment failures, or other risks that may affect medical operations;

• Managing the safe handling, transportation, storage, return, destruction, or disposal of medical supplies, pharmaceuticals, biohazardous materials, regulated waste, and expired products in accordance with applicable Federal, state, local, clinical, environmental, and TSA requirements;

• Providing inventory, utilization, supply status, maintenance, calibration, recall, and disposal reports, as required; and

• Coordinating with TSA designated personnel regarding supply requirements, standardization, Government furnished property, approvals, delivery schedules, emergency resupply, and inventory reconciliation.

The Contractor shall furnish all supplies, equipment, medications, and associated services required under an individual task order unless the task order specifically identifies items as Government furnished property or Government furnished supplies.

Specific supply lists, formularies, equipment standards, quantities, delivery locations, inventory ownership, maintenance responsibilities, performance standards, reporting requirements, and surge response requirements will be established in the applicable task order.

2.10 Scheduling, Customer Service, and Coordination

For task areas requiring appointments or direct interaction with applicants, employees, or other individuals, the Contractor shall provide responsive multi-channel scheduling, timely, professional and effective customer service, and coordination support. This support may include secure electronic scheduling, telephone support, appointment reminders, rescheduling, cancellation management, no -show follow up, accessibility accommodations, and escalation of issues to TSA.

The Contractor shall coordinate, as directed, with TSA OCMO, Human Capital, field offices, TSA designated vendors, medical providers, laboratories, and other authorized stakeholders necessary to support successful task order performance.

2.11 Information Management, Privacy, and Records

The Contractor shall protect all Government information and medical information obtained, created, accessed, maintained, transmitted, or disposed of under this IDIQ and associated task orders.

The Contractor shall:

• Use TSA approved systems, processes, and secure transmission methods when required;

• Maintain appropriate administrative, technical, and physical safeguards for medical and other sensitive information;

• Limit access to authorized personnel with a need to know;

• Maintain records in accordance with applicable TSA records management requirements;

• Promptly report suspected or confirmed privacy, security, clinical, or operational incidents in accordance with task order requirements; and

• Return, transfer, retain, or dispose of records only as authorized by TSA and applicable law, regulation, and policy.

Specific system access requirements, information security requirements, record retention periods, and Government furnished systems will be identified in the applicable task order.

2.12 Quality Control and Performance Management

The Contractor shall maintain a Quality Control Plan (QCP) addressing its approach for ensuring timely, accurate, compliant, and customer focused performance across all awarded task orders. The QCP shall describe procedures for quality assurance, self-inspection, clinical quality review, error identification, corrective action, subcontractor oversight, performance monitoring, complaint resolution, and continuous process improvement. The Contractor shall submit a draft QCP to TSA as part of their proposal.

The Government may establish task order specific performance metrics, acceptable quality levels, reporting requirements, and quality assurance surveillance methods. Metrics may address, as applicable:

• Appointment availability and scheduling timeliness;

• Timeliness of examinations, testing, reviews, reports, and other deliverables;

• Accuracy, completeness, and quality of clinical documentation;

• Medical provider and affiliate network coverage;

• Medical affiliate clinic quality, accessibility, condition, customer service, and examination accuracy;

• Customer service responsiveness and overall customer feedback;

• Clinical and administrative error rates;

• Data quality and secure information handling;

• Completion of required reports;

• Staffing continuity and vacancy management; and

• Corrective action timeliness and effectiveness.

These metrics, and others, may form the basis of the Quality Assurance Surveillance Plan (QASP) at the task order level.

2.12 Reporting and Deliverables

The Contractor shall provide reports, data, briefings, status updates, clinical documentation, and other deliverables as specified in individual task orders. Deliverables may include:

• Appointment, capacity, utilization, and processing time reports;

• Medical examination and testing status reports;

• Drug and alcohol testing statistical reports;

• Listing of facilities or clinics providing various medical services to TSA (e.g., medical, drug and alcohol testing, etc.);

• Mobile medical deployment reports;

• IME reports and follow-up responses;

• Vaccination and inventory reports;

• Nursing workload and case management reports;

• Health unit operational reports;

• Quality assurance and corrective action reports;

• Incident, complaint, and trend analysis reports;

• Monthly status reports; and

• Process improvement recommendations.

The Contractor shall ensure deliverables are accurate, complete, timely, and submitted in the format, frequency, and distribution method required by the applicable task order.

3.0 Key Personnel

The Contractor shall designate an IDIQ Program Manager as key personnel for the duration of the IDIQ contract. The IDIQ Program Manager shall serve as the Contractor’s primary point of contact for overall IDIQ level contract administration, performance management, coordination with TSA, resolution of cross task order issues, and communication with the Contracting Officer, Contracting Officer’s Representative (COR), and other authorized Government personnel.

The IDIQ Program Manager shall have the authority to make decisions and commit Contractor resources necessary to ensure timely, effective, and compliant performance under the IDIQ contract. The IDIQ Program Manager shall oversee all task order performance, staffing continuity, subcontractor and affiliate provider management, quality control activities, risk management, reporting, and resolution of performance concerns that cannot be resolved at the task order level.

Individual task orders may identify additional key personnel based on the services required. Such positions may include, but are not limited to, a Medical Officer, Lead Clinical Director, Chief Nurse, Task Order Manager, Health Unit or Clinic Manager, Telehealth Clinical Lead, Medical Network Manager, Quality Assurance Manager, or other clinical, technical, or operational leadership personnel.

All key personnel shall possess the education, experience, professional licensure or certification, and qualifications required by the applicable task order. The Contractor shall notify the Contracting Officer and COR in writing of any proposed key personnel substitution and shall obtain Government approval before replacing key personnel, unless otherwise authorized in the applicable task order. Any proposed replacement shall possess qualifications equal to or greater than those of the individual being replaced.

4.0 Insurance Requirements

The Contractor shall maintain, at its own expense, professional liability/malpractice insurance and general liability insurance in amounts sufficient to cover the clinical services performed under the applicable task order and as otherwise required by law. The Contractor shall be responsible for the acts and omissions of its personnel, subcontractors, and affiliate providers in performing health unit and clinic services. The Contractor shall ensure all licensed clinical personnel maintain any professional liability coverage required by applicable law, licensing requirements, or the task order. Upon request, the Contractor shall provide the Contracting Officer evidence of required insurance coverage. Nothing in this requirement shall be construed as creating a Government obligation to provide malpractice, professional liability, or other insurance coverage for Contractor personnel.

5.0 Contract Management

The Contractor shall provide effective program and task order management for all services performed under this IDIQ. The Contractor shall designate an IDIQ level Program Manager as the primary point of contact for matters relating to overall IDIQ performance and shall designate a Task Order Manager for each awarded task order.

The Contractor shall manage personnel, subcontractors, schedules, deliverables, risks, quality control, and communications to ensure continuity of services and timely resolution of performance issues. The Contractor shall notify the Government of actual or anticipated issues that may affect cost, schedule, quality, staffing, service delivery, privacy, security, or clinical operations.

The Contractor shall ensure that subcontractors, affiliates, network providers, laboratories, and other third parties comply with all applicable IDIQ and task order requirements. The prime Contractor remains fully responsible for all subcontractors and affiliate performance.

6.0 Security and Facility Requirements

Security clearance, suitability, facility access, Government furnished equipment, Government furnished information, and facility requirements will be identified at the task order level. Contractor personnel shall comply with all applicable TSA security, access, badging, information security, and facility procedures.

7.0 Performance Incentives and Disincentives

At the task order level, TSA may establish performance incentives and disincentives tied to the Contractor’s achievement of defined acceptable quality levels (AQLs), performance metrics, and service standards.

Such measures may address, as applicable, timeliness, accuracy, completeness, customer service, staffing, quality control effectiveness, and compliance with clinical, privacy, security, and reporting requirements, and medical network geographic coverage and availability. The applicable task order will identify the performance measures, AQLs, evaluation methodology, incentive or disincentive structure, and any associated remedies for performance that exceeds, meets, or fails to meet required standards.

8.0 Task Order Requirements

Each task order may further define:

• Specific task areas and services required;

• Places of performance and geographic coverage;

• Estimated workload, patient volumes, and surge requirements;

• Required staffing categories, qualifications, and key personnel;

• Applicable clinical protocols, medical guidelines, and standard operating procedures;

• Government furnished information, equipment, facilities, systems, and supplies;

• Contractor furnished resources;

• Required deliverables and performance metrics;

• Service hours and response time requirements;

• Security, privacy, record management, and system access requirements;

• Transition in and transition out requirements; and

• Any other requirements necessary to support TSA’s medical services mission.