SATPC0041738 Questions and Answers.pdf

1. The SOW states that historical call volume has been approximately 20 or fewer calls annually. Can NASA provide the number of bona fide calls received during each of the three most recent contract years? I have only had the contract since 2024, so that is the only info I do have. For 2024 there were 20 bona fide calls, for 2025 there 21 and for the first half of 2026, there have been 12 so far.

2. Is the historical call volume provided for informational purposes only, or does NASA anticipate establishing a minimum, maximum, or estimated quantity of bona fide calls under the new contract? The historical call volume continues to be about 20 a year. This is the continued estimated quantity. We have not established maximums, or minimums.

3. For per-call billing, will each substantive caller contact meeting the SOW definition count as one bona fide call regardless of its duration, clinical severity, required emergency coordination, or follow-up contact? Yes

4. Will NASA accept an on-call licensed-clinician model using a dedicated toll-free live-answer routing system with immediate response and licensed backup coverage, or does NASA require a clinician to remain continuously stationed at a telephone console during all required coverage hours? We will accept the first model, but the call must be answered by a live person who is trained to answer and assist callers and triage calls.

NASA employees must not be required to press a telephone key to connect to the licensed counselor. The live person answerer must know how to handle emergencies that may require contacting emergency treatment resources in the caller’s vicinity.

5. Does NASA require a particular toll-free telephone platform, call-recording capability, secure documentation system, encrypted email service, file-transfer method, or cybersecurity standard for transmitting caller information and quarterly reports? No, it just must meet Privacy Act and HIPAA requirements.

6. Does NASA require emergency-response procedures beyond the crisis-management and NASA POC notification requirements described in paragraphs 12(g) and 12(h) of the SOW? No, but there must be a way to find emergency treatment resources in the area of the caller’s vicinity in addition to the calling of 911 to inform them of the location of the caller.

7. The option-period dates in the Period of Performance section appear incomplete in the attached SOW. Please confirm the dates for Option Periods 1 through 4.

Thank you for noticing that. This is the updated/confirmed information:

Base: October 1, 2026 – September 30, 2027 Option 1: October 1, 2027 – September 30, 2028 Option 2: October 1, 2028 – September 30, 2029 Option 3: October 1, 2029 – September 30, 2030 Option 4: October 1, 2030 – September 30, 2031

1. Place of Performance: Are there any specific requirements regarding where Contractor personnel must be located while performing the services? Contractor personnel can be located in any area, but the counselors who work with the employees must be licensed in the state in which the employee is located.

2. Security Requirements: Are any facility clearances, security clearances, or access credentials required for Contractor personnel under this contract? No, this is a pure telephone counseling and triage service.

3. Professional Licensure: Could NASA please confirm whether clinicians licensed in any U.S. state are acceptable, or whether licensure in the District of Columbia is required for this contract? The counselors must be licensed in the state in which the caller is calling from.

4. Quotation Content: In addition to pricing, does NASA expect offerors to submit clinician resumes, key personnel qualifications, a corporate capability statement, or any other technical documentation? According to 12b of the SOW, b) All Contractor personnel answering telephone lines on behalf of NASA must possess, at a minimum, (1) a master’s degree in appropriate clinical fields of psychology or social work and (2) a minimum of three years’ experience in counseling. Personnel assisting NASA employees must be current on licensure and certification in their field of expertise as required by the state in which the Contractor operates. The contractor must attest that they will abide by this requirement.

5. Government Budget: If available, could NASA share the anticipated budget range, incumbent contract value, or Independent Government Cost Estimate (IGCE) for this requirement? I will leave this up to the contracting officer.

6. Incumbent Information: Is there an incumbent contractor currently performing these services? If so, would you be able to share the contractor's name? I will leave this up to the contracting officer.

7. Call Handling Metrics: Are there any required response times or service level expectations (e.g., average speed to answer or call abandonment targets)?

There should be no automated menus, and industry standards dictate a speed of answer of under 30-60 seconds and less than a 5% call abandonment. These are recommended by the National Committee for Quality Assurance, the Council on Accreditation, Employee Assistance Professionals Association, Employee Assistance Society of North America, etc..

8. Our company is based in Virginia and clinicians are licensed in Virginia and Maryland primarily. Would the offeror need to hold licenses in the state of the Regional NASA Centers. The counselors would need to be licensed in the state in which the caller resides.

9. Regarding technology requirements, would it be acceptable to provide a toll free dedicated line for employee and communication with the NASA POC along with documenting bonafide calls using a HIPAA compliant software/ EHR. for monthly reporting. I am not sure I understand the question. Yes, there should be one dedicated line. Are you asking if the NASA POC will have to call that line to access information or has to access HIPAA compliant software? The NASA POC should not have to log in to check for this information, it should be provided to him or her.

10. Is there any additional certifications, software or privacy requirements for this RFQ afterhours coverage. Certified and licensed master’s level counselors are required. Certification from an EAP accrediting agency is a plus. The software must follow HIPAA and the federal government’s Privacy Act requirements.