ATAMMC PWS_Language Translation Interpretation Services USA -5.14.2025-.docx

Department of Defense Defense Health Agency Performance Work Statement

Alexander T. Augusta Military Medical Center (ATAMMC) Fort Belvoir, VA and Outline Clinics Interpretation and Translation Language Services

Solicitation Number:

Version:

Date:5/14/2025

PART 1

1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide Interpretation and Translation Language Services at Alexander T. Augusta Military Medical Center (ATAMMC) to include outline clinics: Fairfax Health Clinic, Dumfries Health Clinic, the ISC (Intrepid Spirit Center), Soldier Readiness Unit and Fort Belvoir Elementary School in accordance with this Performance Work Statement (PWS).

1.2 Description of services/introduction: The contractor shall provide all personnel, materials and other items and non-personal services necessary to perform the services of an Interpreter, Translator and Transcriptionist as defined in this PWS.

1.3 Background: Alexander T. Augusta Military Medical Center (ATAMMC) does not have an in-house Language, Translation, and Interpretation Service capability to support patient care. Providing accurate, timely language interpretation and translation services for limited English proficient patients, families and staff is a major priority for our health care providers. Therefore, contract effort must be sought and utilized for on-demand translation and interpretation service.

1.4 Objectives: To Provide ATAMMC. health care providers with telephone interpretation, on-site interpreter, Video interpretation, American sign language, foreign sign language and document translation services. Translate selected material in support of patient care at ATAMMC. The majority of the translation and interpretation service will be to interpret to and from English the patient’s Target Language.

1.5 Scope: In support of Defense Health Agency (DHA), the Contractor shall provide Interpretation and Translation Language Services to support ATAMMC and its outlining clinics. The contractor shall work on an as needed basis.

Note: The contractor must have application compatible equipment with system used at ATAMMC see make and model of the equipment in Part 3 of this PWS.

Contractor shall perform duties and responsibilities as described in Part 5 “Specific Tasks” of this PWS. Contractor must provide the following Language Professional Services at ATAMMC:

· Telephonic Interpretation

· On-site Language Interpretation

· On-site American Sign Language

· On-site Foreign Sign Language

· On-site Video Translation Interpretation

· Document Transcription/Translation (Common Languages-Words) Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Document Transcription/Translation (Exotic Languages-Words) Recognized Exotic Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

1.5.1 The Contractor translates written text from one language into another. Document translation service for documentation covers a wide range of routine health care needs such as hospital release forms, patient billing and instructions, medical and immunization records, informed consent forms, medical claims, and patients’ rights signage.

The Period of Performance reads as follows:

1.6 Period of Performance (Pop): October 1, 2025 – September 30, 2026 plus 4 Option Years.

1.6.1 General Considerations:

The following scenario describes the process that ATAMMC expects to follow to arrange for and accomplish on-the-spot Language, Translation, and Interpretation Service:

1.6.2 ATAMMC encounters a patient either, a) telephonically or b) in person on-premises or via video interpretation. ATAMMC recognizes the need for interpretation for the patient and acquires the appropriate documentation prior to proceeding to contact contractor for interpretation services.

a. If telephonically:

1. ATAMMC designated Unit Leader, Charge Nurse, Administrative Officer of the Day (AOD) or Department Chief for their section contacts Contractor via Contractor’s local or toll-free number.

2. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section provides Contractor the assigned user access identification.

3. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section request to conference in the Contractor interpreter via a third-party transfer to connect all parties

4. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section adds Patient as a third-party to the call for the purposes of interpretation via speaker phone using dual-set phones with multiple-line capability or video interpretation via iPad/computer/mobile device.

5. Contractor’s staff initiates dialogue with the patient to identify the patient’s Target Language.

6. Interpreter translates both the ATAMMC staff member and the patient’s communication to facilitate the exchange.

7. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section determines that the transaction is complete and terminates the call.

8. NOTE: Steps 5 through 7 are measured as the Call-Connect Response time.

b. If on premises face to face:

1. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section calls Contractor via Contractor’s local or toll-free number.

2. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section provides Contractor the assigned user access identification.

3. ATAMMC designated Unit Leader, Charge Nurse, AOD or Department Chief for their section request on site interpretation services from the Contractor by providing date, time and location.

4. Interpreter translates both the ATAMMC staff and the patient’s communication to facilitate the exchange.

5. ATAMMC designated Unit Leader, Charge Nurse, Officer on Duty or Department Chief for their section determines that the transaction is complete and terminates the meeting.

6. NOTE: Steps 4 through 6 are measured as the Meeting Response time.

1.6.3 After normal operating hours, the Administrative Officer of the Day (AOD) or identified sections will call the Contractor. The AOD designee must identify themselves by their Full Name, Rank/Grade, assigned Department and telephone number. Contractor will sign in and out with the AOD designee. AOD personnel will then follow the above procedure for translation services.

1.7 Administrative specifications

1.7.1 Place of performance: The work shall be performed at Alexander T. Augusta Military Medical Center (ATAMMC), Fort Belvoir, VA. and it’s outlining clinics, Fairfax Health Clinic, Dumfries Health Clinic, the ISC (Intrepid Spirit Center), Soldier Readiness Unit, and Warrior Transition Brigade, as well as the ATAMMC Fort Belvoir Elementary School. The Government will not provide office space and/or office supplies. For on-site service, the Contractor shall report upon arrival to the Patient Advocate Office, located on the 1st Floor Lobby of the Oaks Pavilion between the hours of 0730 to 1630. The Contractor will sign in and announce their service appointment. They will be escorted by a ATAMMC Staff Member to the appointment area.

After normal operating hours, 1600 to 0730, for on-site service, the Contractor shall report to the Administrative Officer of the Day (AOD) located on the 1st Floor Lobby of the Oaks Pavilion. The Contractor will be escorted by a ATAMMC Staff Member or Hospital Security (571-231-3821), to the appointment area.

After the completion of the on-site service, the Contractor shall return to the Patient Advocate Office between the hours of 0730-1600 to sign out, and to the AOD desk between the hours of 1600-0730 to sign out. This will concluded the service call. For telephonic service, the Contractor will confirm the start and end time of the service call with the ATAMMC staff.

1.7.2 Recognized Federal holidays: The contractor is not required to perform services on the following holidays.

Independence Day

1.7.3 Hours of operation: The contractor is responsible for conducting business 24/7 365 days a year to include Federal Holidays except when the Government is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

The Contractor shall have available a select collection of highly trained interpreters knowledgeable in various foreign languages and dialects to provide a 24/7 365 days a year video interpretation, In-Person interpretation, telephonic service and document transcription. Also provide immediate unscheduled access to highly trained interpreters for all requested services. The Contractor shall provide onsite interpretation services, American Sign and Foreign Sign Language interpreters within 2 business days or less of request. Document translation services shall be performed per scheduled request on an as needed basis. The contractor is responsible for ensuring that the designated representative is available via telephone 24/7 365.The contract service is expected to be available 24 hours a day 365 day a year.

The Contractor must always provide to the COR updated contact information and ensure that the designated Point of Contact (POC) is available for the uninterrupted performance of all tasks defined within this PWS.

1.7.4 Emergency Services: On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours.

1.7.5 Conduct: Contractor personnel shall adhere to standards of conduct as established by the DHA ATAMMC Commander.

1.8 Contractor travel: Contractor Travel will be required to fulfill the requirements of this task. The contractor is welcome to visit ATAMMC at any time during the life of this contract with prior coordination with the COR, however, the contractor will not be refunded for travel, lodging, or any costs related to said visits. Contractor Travel will be reimbursed at the Federal Government & DoD Automobile Mileage Travel Rates for interpreters traveling more than 50 miles to satisfy Service Call. Requires COR or Ordering Officer prior approval.

Contractor shall be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation and the limitation of funds specified in this contract. All travel requires Government approval/authorization and notification to the Contracting Officer Representative (COR)

1.9 Other Direct Costs (ODC): Reserved.

1.10 Quality

1.10.1 Quality Control (QC): The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services. The contractor’s quality control program is the means by which the work complies with stated requirements.

After acceptance of the Quality Control Plan (QCP) the contractor shall receive the contracting officer’s (CO) acceptance in writing of any proposed change to his QC system. See Technical Exhibit 1 -Contract Data Requirements List (CDRL) A001.

1.10.2 Quality assurance (QA): The government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan provides a systematic method for the Government to evaluate performance and to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.11 Contractor personnel

1.11.1 CAC requirements: For all contractors who will work in Government facilities, the Facilities Security Officer (FSO)/Company's Security point of contact (POC) will provide the Government all the required information per the DHA CAC request process current version 2.1, January 2018, or more recent when updated. See process attached at Part 7 Section 7.1.1 of the PWS. A CAC is the standard identification for eligible DoD contractor personnel.

1.11.1 Common Access Card (CAC) requirements: N/A

1.11.2 Contractor training. N/A

1.11.3 Physical Security:

1.11.4 Reserved

1.11.5 Reserved

1.12 Reserved

1.13 Reserved

1.14 Reporting

1.14.1 Service portfolio groups are further defined in DFARS PGI 237.102-74 Taxonomy for the acquisition of service and supplies and equipment.

Contractors shall direct questions to the help desk at: http://www.ecmra.mil/.

1.14.2 Non-Disclosure Agreement (NDA): All contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA contractor NDA (DHA Form 49) prior to beginning work on the subject contract. The contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. Assignment of staff who has not executed this statement or failure to adhere to this statement shall constitute default on the part of the contractor. The contractor shall maintain originally signed NDAs of individual employees and provide copy to the COR.

1.14.3 Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the CO and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.14.4 Post award conference/periodic progress meetings: The contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the CO will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

PART 2

2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE PUBLICATIONS/INSTRUCTIONS

2.1 Definitions:

2.1.1 Category D: Information Technology (IT) and Telecommunications Services (called D-Services)

2.1.2 Category R: Support (Professional/Administrative/Management) Services (called R-Services)

2.1.3 Contracting Officer (CO): A person with the authority to enter, administer, and/or terminate contracts and make related determinations and findings.

2.1.4 Contracting Officer’s Representative (COR): An individual, including a contracting officer’s technical representative (COTR), designated and authorized in writing by the CO to perform specific technical or administrative functions. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 Nonpersonal services contract: a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance. The Government may either prepare the QASP or require the offerors to submit a proposed quality assurance surveillance plan for the Government’s consideration in development of the Government’s plan.

2.2 Acronyms:

2.3 Applicable Publications, DHA Administrative Instructions (AI), etc. Reserved.

PART 3

3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

The Requiring Activity Authority has assessed the need for Government Furnished Property, Equipment, and Services and determined:

3.1 Services: The Government:

☐ Will NOT provide Government Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Government Furnished Services required in support of this contract/task orders. These Services are described below:

The Government may or may not provide personnel to escort/guide the Contractor to perform services in accordance with this PWS.

3.2 Facilities: The Government:

☐ Will NOT provide Facilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Facilities in support of this contract/task orders. The Government provided Facilities are described below:

The Government will provide the necessary workspace for the Contractor to provide the services outlined in the PWS.

3.3 Utilities: The Government:

☐ Will NOT provide Utilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Utilities in support of this contract/task orders. The Government provided Utilities are described below:

All utilities in the facility will be available for the contractor’s use in performance of tasks outlined in the PWS. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall instruct employees in utilities conservation practices.

3.4 Equipment: The Government will provide the following equipment: (Video Translation iPad Pro 10.5-inch 64GB) for clinic use at ATAMMC and its outlining clinics, Fairfax Health Clinic, Dumfries Health Clinic, Warrior Transition Brigade, and the ISC (Intrepid Spirit Center).

☐ Will NOT provide Equipment in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Equipment in support of this contract/task orders. The Government provided Equipment is described below:

The Government will provide all the necessary equipment to perform the services outlined in the PWS.

3.5 Materials: The Government: will provide materials necessary for the contractor to perform these needed on-site services.

☐ Will NOT provide Materials in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ IS providing Materials in support of this contract/task orders. The Government-provided Materials are described below:

The Government will provide all the necessary materials to perform the services outlined in the PWS.

PART 4

4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 Services: The Contractor:

☐ Will NOT provide Contractor Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Contractor Furnished Services required in support of this contract/task orders. These Services are described below: Reserved.

4.2 General: The contractor shall furnish all supplies, equipment, facilities and services required to perform work listed under Section 5 of this PWS.

4.3 Secret Facility Clearance: Reserved.

4.4 Materials: Reserved.

4.5 Equipment: The contractor shall provide app compatible equipment with video translation system at ATAMMC. Listed under Part 3 of this PWS.

4.6 Facilities: Reserved.

PART 5

5.0 SPECIFIC TASKS

5.1 BASIC SERVICE DESCRIPTION: The Contractor shall provide Interpretation and Translation Language Services at Alexander T. Augusta Military Medical Center (ATAMMC). to include outline clinics: Fairfax Health Clinic, Dumfries Health Clinic, the ISC (Intrepid Spirit Center), Transition Brigade and Fort Belvoir Elementary School in accordance with this Performance Work Statement.

5.2 REQUIRED SERVICES: The services required include but may not be limited to the following:

1.Telephonic Interpretation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

2.On-site Face to Face Language Interpretation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

3.On-site American Sign Language:

· English and American Sign Language (ASL)

· Pidgin Signed English (PSE)

4.On-Site Foreign Sign Language

5.Document Transcription/Translation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

6.Document Transcription/Translation (Uncommon Foreign Languages-Words)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

7.Video Translation (Common Foreign Languages)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

8.Video Translation (Uncommon Foreign Languages)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

Scheduled Telephonic Interpretation: The contractor shall have an available bank of interpreters knowledgeable in various foreign languages and dialects to provide a 24/7 365-day telephonic service that can provide immediate unscheduled access to highly trained interpreters, connecting caller almost immediate to interpreters. The Contractor shall provide scheduled On-site Face to Face, Video translation and telephonic interpretation services when requested by the Government at the applicable per hour/per minute rate.

5.2.1. Telephonic, On-site Face to Face and Video interpreters must be prepared to begin at the scheduled order start time. If after one hour from the scheduled order start time the Government has not contacted the On-site interpreter, the interpreter is released, and the Contractor will be paid for two hours.

5.2.2. The Contractor shall provide telephonic interpreters with the same qualifications as the on-site interpreters and provide the Government with the interpreter’s telephone number or a toll-free access telephone number. Telephonic interpreters may be required at any number of locations concurrently. The Government will use Government telephone lines to contact the interpreter when they are required for the patient. The Contractor shall ensure interpreters use a land-line based telephone connection (i.e., no cellular or wireless telephones), free of any background noise.

5.2.3. Contractor must have available on-demand, over-the-telephone interpreter services 24 hours per day, 7 days a week, and 365 days a year. Contractor shall staff the appropriate number of personnel to ensure a call-connect response time of no more than 60 seconds for Spanish interpretation and 120 seconds for interpretation of other languages.

5.3. CONTRACTOR QUALIFICATIONS: All Contractor’s shall meet or exceed the qualifications and standards for their specialty/title and perform essentially the same functions within the scope of acceptability for their linguistic profession and discipline.

Position Qualification Statement:

All contract employees provided by the contractor shall meet the qualifications for that specialty and perform essentially the same functions, within the scope of acceptable for their technical professional discipline and standard, as those required by DOD or government service technical professionals of similar experience and in similar duty assignments.

The Government has the right to test the contract employee the first day of the contract and any time during contract performance to determine whether the contract employee can perform all contract-required skills. If the contract employee cannot perform all those skills, the Government activity may request that the contract employee be replaced with a contract employee that can perform all the contract-required skills.

The Contractor employees shall possess the listed qualifications, certifications and experience or equivalent qualifiers but is not limited to the following:

All contract employees provided by the contractor shall meet the qualifications for that specialty and perform essentially the same functions, within the scope of acceptable for their technical professional discipline and standard, as those required by DOD or government service technical professionals of similar experience and in similar duty assignments.

Certification/Credentials: All interpreters shall have a certification obtained from a recognized certifying organization:

1. Certification for interpreter providers must be obtained from organizations such as the Registry of Interpreters for the Deaf (RID, NIC, NIC Advanced, NIC Master, CI, CT, CI/CT or CSC), the National Association of the Deaf (NAD), or a recognized State agency.

2. Interpreters shall have at a minimum, a proficiency level of III unless the nature of the assignment requires a higher level. All interpreters shall conduct themselves according to the NAD and/or RID Code of Ethics.

3. Credentialed/Certified Translators able to provide the following Common Languages but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

4. Credentialed/Certified Translators able to provide the following Uncommon Languages but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

Experience/Skillset:

1. Sign Language interpreters shall have strong and documented knowledge and understanding of American Sign Language (ASL).

2. Contract Interpreter/Translators shall possess the ability convert and convey orally spoken English into signed English and American Sign Language (ASL)

3. Contract Interpreter/Translators shall be knowledgeable in Pidgin Signed English (PSE)

4. Contract Interpreter/Translators shall possess the ability convert and convey orally with sign, PSE, and/or ASL (in reverse) back to oral English

5. Must possess strong knowledge of required language to create most precise interpretation or translation.

6. Must possess ability to work independently.

7. Must possess strong verbal skills so that message is conveyed with clarity.

8. Must possess clear and audible spoken voice.

9. Must display motivation and assertiveness.

10. Must meet qualifications as Interpreter for the Deaf.

11. Must possess the ability to work independently

12. Must possess Strong written and verbal skills.

Other Qualifications:

1. Must meet competency standards as language Interpreter/Translator for medical facility.

2. Must comply with the code of professional conduct for Interpreter/Translator.

3. Must possess assortment of readily available interpreters knowledgeable in various common and uncommon foreign languages and dialects to provide a 24/7 telephonic service that can provide immediate unscheduled access to highly trained interpreters, connecting caller almost immediate to interpreters.

4. Must possess assortment of readily available interpreters knowledgeable in various foreign languages and dialects that can be assigned to provide onsite interpretation and off-site translation services on 2 business days’ notice or less.

5. Must possess assortment of readily available interpreters knowledgeable in American Sign Language (ASL) that can be assigned to provide onsite translation services on 2 business days’ notice or less

6. Domestic and foreign language interpreters onsite or over the phone, shall have a documented mastery of their designated language.

5.4 SPECIFIC DUTIES/TASKS THE CONTRACT EMPLOYEES SHALL PERFORM: The contracted Interpreters, Translators and Transcriptionist will provide the following services and in strict compliance with standing orders and protocols set forth by the Medical Treatment Facility (MTF) guidelines to include, but will not necessarily be limited to the following:

The Contractor shall provide translation and interpreter services for requests received on 2 business days’ notice in advance. In some cases, sign language services will be requested for immediate service in which the Contractor shall respond within two business hours. Business hours are defined as Monday through Friday (08:00AM – 04:30PM), except Federal Holidays. Upon receipt of request, the Contractor shall provide to the COR or designee in writing (email is acceptable) receipt confirmation within one (1) business day of receipt of request. The name of the assigned interpreter(s) shall be provided to the COR or designee in writing (email is acceptable) no later than one (1) business day prior to start of assignment. In general, two (2) interpreters shall be required for assignments lasting more than two (2) hours, requiring detailed or technical interpreting or captioning; or involving general audiences that last more than one (1.5) hours.

If, however, the Government should require interpreter services with less than 2 business days’ notice, the Contractor shall attempt to provide an interpreter if possible. The Government understands that the Contractor may not always be able to comply with short notice request. Inability to fill a short notice request will not be held adversely towards contractor performance. Contractor’s acceptance must be given within two (2) business hours of the time the request was placed during ATAMMC business days. If the Contractor fails to accept within the time specified, the Government will consider the assignment refused. If the Contractor accepts the request, the agency shall be billed at the hourly rate established. The Contractor shall provide the COR or designee the name(s) of the interpreter(s) as soon as possible but no later than two (2) business hours prior to the assignment.

The Contractor shall perform and abide by but is not limited to the following:

1.Shall provide professional level Telephonic Interpretation:

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

2.Shall provide professional level Language Interpretation (On-site/In-Person):

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

3.Shall provide professional level American Sign Language (On-site/In-Person):

· English and American Sign Language (ASL)

· Pidgin Signed English (PSE) 4.Shall provide professional level Document-Text Transcription/Translation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

5.Shall provide professional level Document-Text Transcription/Translation (Uncommon Foreign Languages-Words)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

6.Shall respond to receive faxes, emails and/or phone requests for services from ATAMMC wards, clinics and/or providers.

7.For telephone translations, the Contractor shall perform the following:

a. Contractor personnel shall track all caller access information to include:

· Date and time of request

· Requestor’s name/ rank/ department/ division

· Detailed description of services provided

· Language interpreted

· Total length of call

· Total cost.

· Provide a detailed monthly summary report on usage utilizing collected data. Record will show trail of accountability required.

8.For onsite interpreting and translations, the Contractor shall perform the following:

a. Contractor personnel shall report/track service information to include:

· Requestor’s name

· Requestor’s phone number

· Type and length of services provided.

9.Interpreters/Translators shall arrive for assignments on time.

10.While on duty, the interpreter shall not advise, recommend or suggest to individuals authorized to receive services at Government expense that such individuals should receive services from the interpreter when he or she is not on duty, or from a partner or group associated in practice with the interpreter, except with the express written consent of ATAMMC. The interpreter shall not bill individuals entitled to those services rendered pursuant to this contract.

11.The interpreter(s) shall not discuss personal business; distribute personal business cards or promotion of personal “cause” while on assignment in order to develop clientele from assignments originating from the Federal Government or ATAMMC

12.Interpreter(s) shall not act as an agent or employee of the Federal Government or ATAMMC.

13. The interpreter(s) shall adhere to the Federal Government’s rules of protocol, ethics, procedures and professionalism while on assignment at ATAMMC.

14.Interpreter(s) shall be dressed in business attire.

15.Interpreters shall be neat, clean, well groomed, and in appropriate clothing when in patient care or public areas. All clothing shall be free of visible dirt and stains and shall fit correctly.

Fingernails shall be clean and free from dirt and hair shall be neatly trimmed and combed.

16.The interpreter shall obey station regulations, shall perform in a manner to preclude the waste of utilities, and shall not use Government telephones, fax machines, copiers or computers/email for personal business. Eating by the interpreter is prohibited in patient care areas and is restricted to designated areas. Smoking is prohibited in all clinic facilities.

Contractor and its interpreter(s) shall keep all assignments. Canceled assignments are not tolerated except for true emergencies. If the scheduled interpreter(s) cancels an assignment, the Contractor shall provide a substitute interpreter(s) and notify the COR or designee within 24-hours. If the Contractor is not able to provide an interpreter(s), the contractor shall notify the COR or designee. If the Contractor interpreter does not meet qualifications or fails to appear at the event location within twenty (20) minutes of the scheduled assignment start time, the assignment shall be cancelled. The Government shall not incur any charges associated with such cancellations. Interpreters must arrive in time to be at the designated assignment at the determined start time. The Interpreter must allow sufficient lead time prior to the assignment start time to enter the secured grounds, park, be assigned an access badge and be escorted to the assignment location within the facility (approximately 10-15 minutes).

Government may cancel the services no less than 2 business days before the scheduled appointment without penalty or charges assessed. If the Contractor is notified of a cancellation less than 2 business days prior to the scheduled assignment but, before interpreter(s) arrival on site, the Contractor may invoice for two (2) hours maximum. If upon arrival to the assignment and service is no longer required or the assignment ends early, the interpreter(s) shall notify the COR or designee. If the interpreter(s) cannot reach the COR or designee and the original scheduled time expires or the 2-hour minimum passed (whichever occurs first), the interpreter may leave, and the Contractor may invoice for a two (2) hour minimum. The 2-hour minimum does not apply if the assignment was scheduled for less than 2 hours or if the interpreter leaves prior to notifying the COR (or designee) or before the times stated above.

Assignments lasting more than two (2) hours shall be invoiced in half (1/2) hour increments for the actual duration of the assignment, not the estimated duration requested by the COR or designee when coordinating and scheduling the request.

The assignment is considered complete when the later of the following occurs:

1.Conclusion of event equals or exceeds the estimated duration specified when scheduling the request.

2.The COR or designee releases the interpreter(s).

For any assignment over 6 hours in duration and lunch breaks are offered during the assignment(s) for Deaf and/or Hearing-impaired employee(s), the same time for lunch breaks apply to the interpreter(s) and shall be included within the assignment(s) as paid time. Otherwise time taken for meals shall not be billed. Other breaks are billable.

The Government reserves the right to videotape/film/digitally record the signing and use as deemed necessary. A sample list of onsite interpreting events is listed below and subject to change dependent upon ATAMMC. requirements:

· Staff meetings

· Commemorative programs

· Award ceremonies

· Safety talks

· On the job training (OJT)

· Committee meetings

· Discussions on work procedures, policies, or assignments for formal and informal settings.

· Special event programs

· Mid-year performance discussions, annual performance appraisals, disciplinary discussions

· Basic staff training, classroom training, formal training

· Interviews

· All hands meetings, and other ad hoc assignments similar in nature on an as-need basis

Any professional conduct in question warrants an immediate review at the discretion of the COR and the Contracting Officer. The COR or designee will contact the Contractor POC primarily via e-mail, and secondarily via telephone or facsimile, with requests for, changes to or cancellations of interpretation services. Contactor shall provide on-site services for language with a minimum notice of twenty-four (24) hours/one (1) business day after language is requested. Situations of emergencies, Contactor shall provide on-site services for language within two

(2) hours after language are requested.

5.5 INVOICES

Contractor shall provide monthly invoices by email to the COR for review and concurrence by the 5th working day of each month before submitting the invoice for reimbursement through Wide Area Workflow (WAWF), see WAWF instructions on this contract for more details. The invoice shall detail the dates and times the services were performed, and total value. Once the invoice is approved it will be approved for submission via TBD. The COR has 7 days to review and accept invoices.

5.6 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

Contractor Responsibilities:

1. The Contractor shall prescreen all personnel requiring access to the facility to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.

2. The Contractor shall bear the expense of obtaining local background investigations.

3. The Contractor shall be responsible for the actions of all personnel provided to work for MD under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident.

4. Failure to comply with the Contractor personnel security investigative requirements may result in termination of the contract for default.

5.7 CONTRACTOR DELIVERABLES:

1. Contractor will comply with the Health Insurance Portability and Accountability Act (HIPAA) as well as other privacy and security policies of the treatment facility.

2. Interpreters/Translators shall comply with the Code of Professional Conduct.

3. Interpreters/Translators shall adhere to standards of confidential communication.

4. Interpreters/Translators shall possess the professional skills and knowledge required for the specific interpreting situation.

5. Interpreters/Translators shall conduct themselves in a manner appropriate to the specific interpreting situation.

6. Interpreters/Translators shall demonstrate respect for customers.

7. Interpreters/Translators shall maintain ethical business practices.

8. Interpreters/Translators demonstrate respect for colleagues, interns, and students of the profession.

9. Contractor shall maintain and provide toll-free access number(s), ATAMMC user identifications and user passcodes in the quantities as specified by COR to enable ATAMMC to access and use the Services.

10. Contractor shall obtain COR’s approval in advance of Contactor making service or procedure changes.

PART 6

6.0 INFORMATION TECHNOLOGY & SECURITY

6.1 All work under this contract is unclassified.

6.2 The TIER 1 or TIER 2 levels and position sensitivity designation for positions under this contract is: (Requirement must be checked to be a requirement for this PWS.)

6.2.1 TIER II: Non-critical sensitive position.

6.3 Personally Identifiable Information (PII)/Protected Health Information (PHI), Procurement, and Federal information requirements: Reserved.

6.4 Training

6.4.1 Contractor employees performing cybersecurity/cyberspace functions shall comply with the following requirements: Not Applicable

6.4.1.1 Certification: Per DoDD 8140.01, Defense Federal Acquisition Regulation Supplement (DFARS) 252.239- 7001, contractor employees supporting Cybersecurity (Information Assurance)/Cyberspace functions shall be appropriately certified upon contract/task order award. The baseline certification as stipulated in DoD 8570.01-M must be completed prior to the beginning of their contract support services. In addition, the contractor shall comply with Computing Environment (CE) certification requirements as specified in the contract. CE certifications shall be obtained within the timelines specified in DoD 8570.01-M.

6.4.1.2 Privileged user requirements: All contractor employees with privileged user status must comply with the requirements of DHA-Administrative Instruction (AI) 081, Employee use of Information Technology.

6.4.2 General cybersecurity requirements – Information Systems

6.5 Risk Management Framework (RMF) for DoD IT:

6.6 Risk Management Framework (RMF) for DoD IT:

PART 7

7.0 ATTACHMENTS/TECHNICAL EXHIBIT LISTING

7.1 The following forms are to be completed by the FSO/Security POC, or COR once the contractor is granted the proper background investigation.

7.1.1 Contractor CAC Request Process.

7.1.2 DHA’s contractor training instructions.

7.1.3 DHA’s new employee handbook.

PART 7, ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective (The Service required—usually a shall statement from Part 5)

PRS # 1.

The contractor shall provide designate a point of contact prior to start date of the contract

Contractor signage in and out of PAS for accountability 0730-1630 Written notification must be received by the KO and COR prior to start date of contract.

Monday-Friday 100% Zero deviation from standard.

Written notification to KO

COR will monitor

PRS # 2

The contractor shall comply with Health and Immunization Requirements

Contractor signage in and out with AOD for accountability 1630-0730

Comply initially and as required

100% when reporting for service 100% of the time

Zero deviation from standard.

COR surveillance and Documentation

COR will review sign in rosters

PRS # 3

The contractor shall comply with Security Requirements

Provide 24/7 365 days On-site Face to Face, On-site American Sign language, On-site Foreign Sign language, Video Translation and telephonic service Compliance with zero tolerance regarding trafficking in persons policy

100% compliance 100% of the time

Zero deviation from standard COR documentation and program review. Any noncompliance must be brought to the immediate attention of the KO

COR will receive feedback from the staff

PRS # 4

The contractor shall only provide personnel that meet the Contract’s Qualifications.

Submit monthly resolution report to COR each month before submitting the invoice for reimbursement through Wide Area Workflow (WAWF), see WAWF instructions on this contract for more details.

Comply with providing qualified personnel

By the 5th working day of each month 100% of the time

Zero deviation from standard COR surveillance and Documentation

COR will monitor

PRS # 5

The contractor shall Maintain/accomplish the Contract’s duties and responsibilities.

documentation

PRS # 6

The contractor shall complete all contract deliverables on time

PRS # 7

The contractor shall maintain a 75% fill rate