USDA_National_Hunger_Clearinghouse_PWS_Final.pdf

USDA NATIONAL HUNGER CLEARINGHOUSE PERFORMANCE WORK STATEMENT

1.0 INTRODUCTION

The Government seeks a qualified contractor to provide food and nutrition assistance program information; and self-help information to low-income individuals and communities, in order to address food insecurity, improve their lives and reduce reliance on the Federal, State, and local governmental for assistance.

The U.S. Department of Agriculture (USDA), Food and Nutrition Service (FNS) works to end hunger and obesity through the administration of 15 federal nutrition assistance programs including WIC, Supplemental Nutrition Assistance Program (SNAP), and school meals. In partnership with State and Tribal governments, FNS programs serve one in four Americans during the course of a year. Working with its public, private and non-profit partners, FNS’ mission is to increase food security and reduce hunger by providing children and low-income people access to food, a healthful diet and nutrition education in a way that supports American agriculture and inspires public confidence.

2.0 BACKGROUND

Section 26 of the National School Lunch Act was added to the Act by section 123 of P.L. 103-448 on November 2, 1994.

Section 26 mandated that the Food and Nutrition Service (FNS) of the U.S. Department of Agriculture enter into a contract with a non-governmental organization to establish and maintain an information clearinghouse for groups that assist low-income individuals or communities with nutrition assistance programs and other social services or assistance.

Section 26 was amended several times to extend Clearinghouse services and increase funds. The last amendment under Public Law provided the following extensions and funding: $250,000.00 for FY 2005 through 2017. In accordance with the National School Lunch Act sec. 26(d), the funding level for this scope of work is determined by legislation and cannot be modified.

Relevant Legislation:

Public Law 103-448, “Healthy Meals for Healthy Americans Act of 1994.” Available at https://www.congress.gov/103/bills/s1614/BILLS-103s1614enr.pdf.

Public Law 114-254, “Further Continuing and Security Assistance Appropriations Act, 2017”, available at https://www.congress.gov/114/plaws/publ254/PLAW-114publ254.pdf.

3.0 OBJECTIVES/SCOPE OF WORK

A non-governmental organization shall operate and promote the USDA National Hunger Hotline, USDA National Hunger Clearinghouse Texting Service, and USDA National Hunger Clearinghouse Database. The Contractor shall provide and maintain the facilities and equipment needed to operate and promote the Hotline, Texting Service, and Database.

The USDA National Hunger Hotline (1-866-3-HUNGRY and 1-877-8-HAMBRE) is a toll-free hotline that disseminates food/nutrition assistance and self-help information to the public. The texting service sends food/nutrition assistance and self-help resources to customers in response to them texting a designated number. The Clearinghouse Database lists the contact information of organizations that provide food/nutrition assistance and self-help resources. These organizations voluntarily submit their information to the Clearinghouse in order to make it available to the public.

The Contractor shall operate the Hotline, using the same phone numbers, and operate a texting service. The Contractor provides customers with information that meets their needs using the Database at nhc.fns.usda.gov, and other reliable resources identified by USDA and the Contractor. The Contractor shall analyze inbound Hotline calls, inbound texts from the texting service, and the organizations submitted to the Database with comprehensive reporting metrics. The Government shall maintain the infrastructure for the Database. The Government shall also provide the Contractor access to the Database and the Contractor shall perform quality control on the information submitted by the organizations.

The Contractor shall promote the USDA National Hunger Hotline, automated texting service, and Clearinghouse Database (Sec. 26(b)(5)).

The Contractor shall perform the work at a location that has the capabilities that are needed to successfully execute all tasks.

https://www.congress.gov/103/bills/s1614/BILLS-103s1614enr.pdf https://www.congress.gov/114/plaws/publ254/PLAW-114publ254.pdf

The period of performance shall be for one 6 month Base Period. The Government also has the unilateral option to extend the period of performance for 4 Option Years. Each Option Year is 12 months.

3.1 CORPORATE EXPERIENCE AND KEY PERSONNEL

CORPORATE EXPERIENCE

The non-governmental organization shall (Sec. 26(b)) –

(1) be experienced in the gathering of first-hand information in all the States through onsite visits to grassroots organizations in each State that fight hunger and poverty or that assist individuals in becoming self-reliant;

(2) be experienced in the establishment of a clearinghouse similar to the clearinghouse described in subsection (a)

(3) agree to contribute in-kind resources towards the establishment and maintenance of the clearinghouse and agree to provide clearinghouse information, free of charge, to the Secretary, States, counties, cities, antihunger groups, and grassroots organizations that assist individuals in becoming self-sufficient and self-reliant;

(4) be sponsored by an organization, or be an organization, that –

a. has helped combat hunger for at least 10 years;

b. is committed in reinvesting in the United States; and

c. is knowledgeable about Federal nutrition programs;

(5) be experienced in communicating the purpose of the clearinghouse through the media, including radio and print media, and be able to provide access to the clearinghouse information through computer or telecommunications technology, as well as through the mails; and

(6) be able to provide examples, advice, and guidance to States, counties, cities, communities, antihunger groups, and local organizations regarding means of assisting individuals and communities to reduce hunger, improve nutrition, and otherwise assist low-income individuals and communities become more self-sufficient.

KEY PERSONNEL

Program Manager

• Bachelor Degree, preferably in a discipline related to nutrition, health, or human behavior

• Demonstrated work experience, volunteerism, and/or excellence in anti-hunger and/or health advocacy for vulnerable communities

• Excellent leadership and interpersonal skills

• Basic database management skills

• Proficiency in speaking and writing English is required (preferred for Spanish)

Program Associate

• Interest in anti-hunger and/or health advocacy for vulnerable communities

• Proficiency speaking and writing English and Spanish is required for at least one of the Associates

• Excellent speaking and interpersonal skills

Communications Manager

• Bachelor Degree, preferably in a discipline related to communication or human behavior

• Demonstrated work experience, volunteerism, and/or excellence in promotional campaigns, media relations, social media, writing, and speaking

• Proficiency speaking and writing English is required

4.0 DESCRIPTION OF TASKS

Task 1 – Post-Award Meeting

The Contractor will meet with FNS staff at FNS Headquarters in Alexandria, Virginia for a 1 day meeting to discuss tasks and deliverables for this contract. The meeting must happen within 1 month after the contract is awarded.

The purpose of this meeting is to define expectations for the contract, establish working relationships, and discuss and resolve any challenges that will hinder the successful execution of the contract. Issues that will be addressed at this meeting shall include, but are not limited to:

• Confirming contract objectives, priorities, and tasks;

• Discussing task schedules, including milestones and dates for the completion of activities;

• Confirming protocols for all communications;

• Confirming how key personnel will be tasked;

• Identifying possible logistical challenges, and solutions to address them

Post-Award Meeting Report Following the meeting, the Contractor shall prepare a Post-Award Meeting Report, which summarizes the items discussed at the meeting. These items include, but are not limited to: meeting minutes, decisions made in the meeting, and contract objectives. The report shall be submitted to the Government for review within 5 working days of the Post- Award Conference. The Government will review the Report and return the Government’s draft to the Contractor for review within 5 working days of receiving the Contractor’s draft. This feedback is intended to resolve outstanding differences between the Government and Contractor. The Government and Contractor shall agree on a final version of the Report within five working days. The final version of the Report should be agreed upon no more than 15 working days after the Post-Award Meeting.

Task 2 – Operate the USDA National Hunger Hotline

The Contractor shall operate and maintain the USDA National Hunger Hotline (1-866-3-HUNGRY and 1-877-8- HAMBRE) by performing the following tasks:

• Provide live phone coverage in English and Spanish for all customers in all U.S. Time Zones (Eastern, Central, Mountain, Pacific, Alaska, and Hawaiian-Aleutian) from 7:00 a.m. – 10:00 p.m. Eastern Time, Monday through Friday (excluding Federal holidays). The Contractor shall be prepared to respond to at least 60,000 calls annually.

Approximately 50,000 of those calls will be from the SNAP Toll-Free Information Hotline (1-800-221-5689), whose calls will be forwarded to the USDA National Hunger Hotline after September 29, 2017. The Contractor shall direct SNAP-related calls to the SNAP State Hotline that corresponds to the callers’ state of residence, and mail or e-mail SNAP informational materials if requested.

• Setup an interactive voice response (IVR) system that allows customers to wait for a representative in a caller queue and allows the Hotline to call back the customer if a representative is not available.

Setup an automated message for customers who call the Hotline after operating hours. Information in the message shall include, but is not limited to: the Hotline’s operating hours, services provided by the Hotline, and the Clearinghouse website. There shall also be customized messages for each federal holiday. The Contractor shall not call back customers who call outside of the Hotline’s operating hours, but shall encourage them to call during its operating hours.

• Establish a backup system that maintains the Hotline’s operations during times when phone and internet access could be compromised.

• Provide customers with up-to-date food/nutrition assistance and self-help information using the USDA National Hunger Clearinghouse Database and other reliable sources identified by USDA and the Contractor.

• Answer questions about eligibility for FNS programs, as permitted by USDA, and provide contact information for local offices that administer FNS programs, and non-governmental resources that can also provide food help (i.e.

food banks, food pantries, etc.).

• Provide customers with website links to appropriate food/nutrition assistance and self-help resources, including but not limited to: FNS, State and local government, non-profit organizations, and community organizations.

• Mail or e-mail FNS nutrition assistance and education resources to customers upon request, within 48 hours of the request.

• Stock and maintain inventory of approximately 8 different informational materials that will be mailed to customers upon request. Communicate with the contractor that stocks these materials to order additional materials, as needed.

Provide adequate storage space to stock several hundred pamphlet and sheet-sized informational materials.

• Inform FNS of any issues that the Contractor becomes aware of, including but not limited to State contact information that is incorrect or no longer valid.

• Communicate with customers in plain language and provide quality customer service.

• USDA shall own the rights to both 1-866-3-HUNGRY and 1-877-8-HAMBRE, and all information therein.

Task 3 – Operate the Texting Service

• Operate a high-quality and automated inbound texting service that sends food/assistance and self-help resources to customers after they text a designated number. Food/nutrition assistance and self-help resources texted to customers will come from the USDA National Hunger Clearinghouse Database and other reliable sources identified by USDA and the Contractor.

• Provide texting coverage for all customers in all U.S. Time Zones, 24 hours per day on all days.

• USDA shall own the rights to the designated number for the texting service and all information therein.

Task 4 – Quality Control of the USDA National Hunger Clearinghouse Database

The Contractor shall perform quality control on the Database by performing tasks including, but not limited to:

• Confirm that new organizations that are submitted provide anti-hunger or self-help programs and resources before publishing them.

• Edit grammatical and formatting errors (as needed) for new organizations that are submitted.

• Encourage the public to inform the Clearinghouse about organizations in the Database that have new contact information, or are inactive. The Contractor shall provide clear instructions to the public on how to report this information to the Clearinghouse through the following outlets, but not limited to: Contractor’s website, Clearinghouse website, social media, and the Hotline.

• USDA shall own the rights to the USDA National Hunger Clearinghouse Database and all information therein.

Task 5 –Increase Awareness about the USDA National Hunger Hotline, Texting Service, and USDA National Hunger Clearinghouse Database

The Contractor shall increase awareness about the Hotline, Texting Service, and Database by performing the following tasks:

• Increase awareness through traditional and digital media including, but not limited to: the USDA-hosted Clearinghouse website (nhc.usda.gov), the Contractor’s Clearinghouse webpage (which shall link to nhc.usda.gov), social media; and sharing information about the Clearinghouse with local, regional, and national media outlets.

• Brand the Clearinghouse as the “USDA National Hunger Clearinghouse” in all communications and provide links to

USDA web sites and resources.

• Respond to media inquiries, per the protocol provided by USDA.

• Implement other strategies for increasing awareness about the Hotline, pending USDA approval.

Task 6 – Reporting

The Contractor shall provide monthly, annual, and ad-hoc reports, according to the requirements below. Monthly Reports shall be emailed to the COR by the 15th of each month following the reporting month (e.g. the June Monthly Report shall be emailed to the COR by July 15th).

Monthly Reports shall include, at a minimum:

• A Cover page which includes: contract number and title; type of report and the reporting period;

Contractor’s name and address; Author(s); and the date of the report.

• Section I: An executive summary outlining progress and challenges for the reporting period.

• Section II: The information shall be presented in the order that the tasks are listed on the contract. Organized narratives and data, charts, and graphs that show how the outcomes of tasks connect to deliverables shall be provided. The outcomes of tasks shall be analyzed with comprehensive reporting metrics. The distribution of calls by FNS program area (e.g. SNAP, WIC, SFSP, etc.) shall be included, along with other call parameters (number of calls, language breakdown, call duration, dropped calls, etc.), and the inventory status of FNS information materials. A comparison of the performance measures and the performance standards shall be made. Challenges with performing tasks and/or meeting deliverables shall be discussed. The billable costs and in-kind contributions for activities and staff that are connected to deliverables shall also be listed. FNS shall be informed as soon as possible if any State-specific SNAP contact information is no longer valid.

Other information that will benefit the Government’s understanding of the Clearinghouse’s performance should be shared.

• Section III: A brief narrative and/or chart of activities that are projected for the next reporting period, and how the activities connect to tasks and deliverables.

Annual reports shall include, at a minimum:

• An Annual Report as an addendum to the final Monthly Report for the period of performance. The Annual

Report provides an overview of the period of performance and suggestions on improving outreach to customers.

• Sufficient information to guide a discussion between the Contractor and COR about the progress of the contract. No modifications to the contract shall occur without the written approval of the Contracting Officer.

Ad-Hoc Reports:

• The Contractor shall submit information at the Government’s request.

Task 7 – Audit

• The contractor shall comply with §200.501, Audit requirements, of OMB’s Uniform Guidance.

• In accordance with Sec. 26(c) of the National School Lunch Act, the Contractor shall hire a third-party auditing firm to independently verify the expenditures of government funds and in-kind contributions at the end of the contract.

Task 8 – Furnish Core Documentation to USDA

• The contractor shall furnish all core documentation for the USDA National Hunger Hotline, Automated Texting

Service, and USDA National Hunger Clearinghouse Database upon the request of USDA. Core documentation is considered as any information that is required for the complete operation of the USDA National Hunger Hotline, Automated Texting Service, and USDA National Hunger Clearinghouse Database.

5.0 Deliverables

Deliverable Task Due Date

Post-Award Meeting Report 1 TBD – within 15 days of the Post-Award Meeting

Increase Awareness about the USDA National Hunger Hotline, Texting Service, and Clearinghouse Database Materials

5 TBD

Submit Monthly Report 6.1 TBD - 15th day of the month, following the reporting period (+/- 3 days)

Submit Annual Report 6.2 TBD - 15th day of the month, following the last month in the period of performance (+/- 3 days)

Audit Materials 7 End of the contract

Furnish Core Documentation to USDA 8 Ad-hoc, upon the request of

USDA

If Option Years are exercised, the due dates will be modified accordingly.

6.0 Performance Requirements Summary

All performance ratings shall be Exceptional, Very Good, Satisfactory, Marginal or Unsatisfactory.

Performance Measure

Performance Deliverable Monitored

Performance Standard

Surveillance Methodology

Performance Rating

Surveillance Frequency

Monitoring Performed

Post-Award Meeting Report

· Submit Post- Award Meeting Report

· Submit Post-Award Meeting Report no later than 15 business days from the Post-Award Meeting

· Review Post-Award Meeting Report

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Once Evaluate Report

Hotline Customer Service

· Speed of calls answered

· Number of calls lost

· Answer 80 % of calls within 20 seconds or less

· Lose no more than 7% of all calls

· File reviews, periodic inspections, and random, observations, customer complaints

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Monthly Reports Random Calls

Hotline Service Availability

· Live coverage from 7AM to 10 PM Eastern Time and IVR coverage 24/7

· Live and IVR coverage shall be available for no less than 99% of the month

· File reviews, periodic inspections, and random, observations, customer complaints

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Monthly Reports Random Calls

Texting Service

· 24/7 automated service for all U.S. Time Zones.

· Uninterrupted coverage with 100% information accuracy

· File reviews, periodic inspections, and random, observations, customer complaints

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Random Monthly Reports Random Submissions

Equipment · Maintain all equipment and materials required for the Hotline and successful customer service

· Equipment failures, non-availability, or maintenance shall not impact less than 98% of the Hotline customer service

· File reviews, periodic inspections, and random, observations, customer complaints

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Monthly Reports

Mailings · Maintain an error rate of 1% or less in completeness of kit contents matched to the proper addressee

· All outgoing mail properly weighed, metered and staged for pickup by vendor/USPS no later than 4PM

· Manage storage and replenishment of adequate funds to the postage meter

· 99% or better

· 95% or better

· 95% or better

· File reviews, periodic inspections, and random, observations, customer complaints inspections, and random, observations, customer complaints inspections, and random, observations, customer complaints

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Monthly Reports Random Inspection

Monthly Reports · Submit a Monthly Report for every month in the period of performance

· Monthly Report for any given month shall be submitted by the 15th day (and no later than the 18th day) of the next month

· Review Monthly Report Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Evaluate Report

Annual Reports · Submit an Annual Report for every month in the period of performance

· Annual Report for any performance year shall be submitted by the 15th day (and no later than the 18th day) of the month following the last month of the period of performance

· Review Annual Report Exceptional Very Good Satisfactory Marginal Unsatisfactory

Annually Evaluate Report

Audit · Complete audit at the completion of the contract

· Auditor must show 100% confidence in the contractor’s ability to manage government funds

· Audit report Exceptional Very Good Satisfactory Marginal Unsatisfactory

End of contract Evaluate Findings

Management of Key Personnel

· Personnel changes · All personnel changes must be reported to the COR immediately

· Monthly Exceptional Very Good Satisfactory Marginal Unsatisfactory

Monthly Monthly Reports

Rating

Exceptional Performance meets contractual requirements and exceeds the Government’s benefit. The contractual performance of the element or sub- element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor was highly effective.

Very Good Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub- element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor was effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.