9 31 2022 Attachment 2 Workplace Helpline QASP.pdf
PDF 143 KB Posted
- Attached to
- Division of Workplace Programs (DWP) Workplace Helpline Federal contract opportunity
- Solicitation number
- 277-23-0606
About this file
This quality assurance surveillance plan outlines the tasks and performance standards for a federal contract to operate the Substance Abuse and Mental Health Services Administration Workplace Helpline. The contractor will be responsible for answering telephone and email inquiries about alcohol and drug abuse from businesses, industries, and other organizations, documenting all inquiries and responses, providing evidence-based information and assistance on establishing comprehensive alcohol- and drug-free workplace programs, referring callers to additional local and national resources, and producing quarterly summary reports. Key performance standards specify the contractor must respond to inquiries immediately or within one business day, and quarterly reports must be at least 98% accurate with no more than one round of revisions required.
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Text version
RFP #: 277-19-0537
CSAP Workplace Helpline
Attachment No.2
Quality Assurance Surveillance Plan Workplace Helpline
Task/Description
Performance Standard
Surveillance Method
Acceptable Quality Level (AQL)
Task 1:
Answering telephone and e-mail inquiries
Contractor responds to telephone and e-mail inquiries about alcohol and drug abuse from businesses, industries, community-based substance abuse prevention programs, federal agencies, and individuals. Callers from federal agencies must be referred to the appropriate SAMHSA personnel.
Inquiries must be responded to immediately or within one business day.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor that are comprehensive and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 2:
Inquiry documentation
Contractor documents all inquiries and answers provided to the caller.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor. Reports will be submitted on time and must be clear, concise, and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 3:
Provide evidence-based information
Contractor provides evidence-based information and assistance on establishing comprehensive alcohol and drug-free workplace programs.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor. Reports will be submitted on time and must be clear, concise, and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 4:
Provide sources of publication to callers
When requested by callers, Contractor will provide sources of publications.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor. Reports will be submitted on time and must be clear, concise, and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 5:
Refer callers to other resources
Contractor refers callers to other local and national resources for additional assistance.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor. Reports will be submitted on time and must be
RFP #: 277-19-0537
CSAP Workplace Helpline
Attachment No.2
Task/Description
Performance Standard
Surveillance Method
Acceptable Quality Level (AQL) clear, concise, and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 6:
Program consultation and/or training
Contractor will provide program consultation and/or training to business via teleconference.
Monitoring COR will review training information before presentation or consultation.
Task 7:
Follow up/Call-back
Contractor will provide follow-up conversations with callers, program coordinators, and human resource departments as necessay.
Deliverables and Monitoring
COR will review summary reports provided by the Contractor. Reports will be submitted on time and must be clear, concise, and accurate; 98% error-free and require no revisions from the
COR/ACOR.
Task 8:
Summary Reports
Contractor provides quarterly reports summarizing topics and other data elements of the inquiry log sheet. The report shall include the number of callers from federal agencies and the topics discussed. Summary reports may be requested on an ad hoc basis when necessary.
Deliverables and Monitoring
Contractor provides a Quarterly Report and is comprehensive and accurate; 98% error-free; and require no more than one (1) round of revisions with the COR/ACOR.
Task 9:
Federal agency inquiries, reports, and SOPs
Contractor responds to telephone and e-mail inquiries from federal agencies and forward to the appropriate SAMHSA personnel. Calls and responses are documented and a quarterly report as well as ad hoc reports will be submitted to the COR. The contractor shall also write up standard operating procedures for telephone and e-mail inquiries.
Deliverables and Monitoring
COR will review summary reports and deliverables by the Contractor. Reports will be submitted on time and must be clear, concise, and complete.
COR will review and approve SOPs.
| Surveillance |
| Task/Description |
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