ATTACHMENT 1 Performance Work Statement.pdf

ATTACHMENT 1 Performance Work Statement 123198-25-Q-0012

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 other social services information to low-income individuals and communities, to support food security, improve their lives, and reduce reliance on the Federal, State, and local government for assistance.

The U.S. Department of Agriculture (USDA), Food and Nutrition Service (FNS) works to end hunger and obesity through the administration of 16 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 Public Law (P.L.) 103-448 on

November 2, 1994. Section 26 mandated that the FNS of the USDA 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 P.L.

117-328 provided the following extensions and funding: $250,000.00 for FY 2010 through 2024. 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:

Richard B. Russell National School Lunch Act, Sec. 26, as amended through Public Law 117-328 “Consolidated

Appropriations Act, 2023,” available at https://www.fns.usda.gov/nsla.

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 serves as a valuable resource for food and nutrition assistance and social services to low-income individuals or communities to help improve their lives. The general public shall be able to call the hotline to receive basic information about FNS programs such as state hotline numbers; summer meals; food banks; food pantries; soup kitchens; and other social services in their area.

The USDA texting service is an automated service that aids low-income individuals or communities by providing food assistance and other nutrition and social services information. The customer shall, at a minimum, be able to text to the texting service with a question that may contain a keyword such as “food,” “summer,” “meals,” etc. The customer shall then receive an automated response from the texting service asking, “Looking for summer meals?” etc. with a link to click for summer sites. To get information for a specific area, the customer shall enter the address and/or zip code and the automated service provides sites, pantries, food banks, and other social services available to customers.

The Contractor provides customers with information that meets their needs using the USDA National Hunger

Clearinghouse database, and other reliable resources identified by USDA and the Contractor. The Contractor shall analyze inbound Hotline calls, inbound texts from the texting service, and organizations submitted to the database with comprehensive reporting metrics.

https://www.fns.usda.gov/nsla

The Contractor shall maintain and update the USDA National Hunger Clearinghouse database file at the Contractor’s site for the Government. The Contractor shall perform quality control, as defined in task 4, on existing data and information submitted by the organizations.

The Contractor shall increase awareness of 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.

The period of performance shall be for a one-year 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

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, anti-hunger groups, and grassroots organizations that assist individuals in becoming self-sufficient and self-reliant;

Under 2 CFR 200.96 Third –party in-kind contributions mean the value of non-cash contributions (i.e., property or services) that –

(a) Benefit a Federally assisted project or program; and

(b) Are contributed by non-Federal third parties, without charge, to a non-Federal entity under a Federal award.

(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, anti-hunger groups, and local organizations regarding means of assisting individuals and communities to reduce reliance on government programs, reduce hunger, improve nutrition, and otherwise assist low-income individuals and communities become more self-sufficient.

In addition, the non-governmental organization shall-

1. Be able to gather first-hand information from all the States through other means beyond onsite visits (emails, conference calls, webinars, social media, etc.)

2. Be experienced managing large projects similar in scope and size such that FNS has the confidence the Contractor will be successful in establishing and maintaining a clearinghouse

4.0 DESCRIPTION OF TASKS

Task 1 – Post-Award Meeting

The Contractor shall meet with FNS staff at FNS headquarters in Alexandria, Virginia, or by teleconference, if not in the immediate commuting area of FNS headquarters, to discuss tasks and deliverables for the contract.

The meeting will happen within two weeks after the contract is awarded.

The purpose of the 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 the meeting shall include, but are not limited to:

a) Confirming contract objectives, priorities, and tasks;

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

c) Confirming protocols for all communications;

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 Meeting. 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. The feedback is intended to resolve outstanding differences between the Government and

Contractor. The Government and Contractor shall agree to 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:

a) To 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

20,000 calls annually; however, these numbers could increase or decrease significantly depending upon seasons of the year (See chart below with fluctuating data based upon data from 2023). The Contractor shall direct SNAP-related calls to the SNAP State Hotline that corresponds to the callers’ state of residence, and e-mail SNAP informational materials upon request.

Month/2023 Calls Texts

January 1,673 79

February 1,385 129

March 2,089 245

April 1,237 318

May 1440 760

June 1,751 1813

July 1,412 2118

August 1,194 711

September 739 337

October 979 432

November 863 492

December 708 409

TOTAL 15,470 7,843

MONTHLY AVERAGE 1289 654

The Contractor shall be prepared and adequately staffed during higher-than-normal call volume surrounding peak months, summer, and natural disasters. This means additional seasonal staff may need to be hired during unusually high call volume periods.

b) To set up 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.

c) To set up 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.

d) To establish a backup system that maintains the Hotline’s operations during times when phone and internet access could be compromised.

e) To provide customers with up-to-date food and nutrition assistance and social services information using the

USDA National Hunger Clearinghouse database and other reliable sources identified by USDA and the Contractor.

f) To answer general questions about 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.).

g) To provide customers with website links to appropriate food and nutrition assistance and social service resources, including but not limited to: FNS, State and local government, non-profit organizations, and community organizations.

h) To 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.

i) To communicate with customers in plain language – in English and Spanish – and provide quality customer service.

Task 3 – Operate the Texting Service

a) To operate the current texting service at (914) 342-7744.This service is an automated service that aids low-income individuals or communities by providing food assistance and other nutrition and social services information. The customer shall at a minimum be able to text the texting service with a question that may contain a keyword such as “food,” “summer,” “meals,” etc. The customer shall then receive an automated response from the texting service asking, “Looking for summer meals?” etc. with a link to click for summer sites. To get information for a specific area, the customer shall enter the address and/or zip code and the automated service provides sites, pantries, food banks, and other social services available to customers.

b) Food and nutrition assistance and social service resources texted to customers will come from the USDA

National Hunger Clearinghouse database and other reliable sources identified by USDA and the Contractor.

c) To provide texting coverage for all customers in all U.S. Time Zones, 24 hours per day on all days.

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:

a) The Contractor shall maintain the database application and file at the Contractor’s site for the Government and shall perform quality control on the information submitted by the organizations.

b) The Contractor shall inform FNS if any State-specific SNAP or other program contact information is no longer valid.

c) The Contractor shall maintain a backup copy of the database file.

d) The Contractor’s development and maintenance of the database should include the ability of the government to link back to the database for purposes of review and consultation with the Contractor on its further development. During the period of performance, the Government shall be provided with access to the database and host infrastructure for purposes of audit, upon request.

e) The National Clearinghouse is the property of the Federal Government. The Contractor shall provide all programming code, the database itself, and instructions such that the Government or its chosen Contractor can assume responsibility of the database onsite at FNS headquarters or somewhere similar without further assistance from the Contractor. Contractor shall ensure that the database is fully useable, with all current information up to date, as of the date of transfer of the database.

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:

a) Increase awareness through traditional and digital media including but not limited to: the USDA-hosted

Clearinghouse webpage linked to the Contractor’s page, the Contractor’s Clearinghouse webpage established in support of this contract on the Contractor’s site, social media; and sharing information about the Clearinghouse with local, regional, and national media outlets.

b) Brand the Clearinghouse as the “USDA National Hunger Clearinghouse” in all communications and provide links to USDA web sites and resources. The USDA-hosted webpage and the Contractor’s Clearinghouse webpage shall follow all USDA style guides and look like all other USDA websites.

c) Coordinate public-facing activities relating to the Clearinghouse with USDA in advance of the occurrence.

The Contractor does not speak for USDA but will use USDA-approved Clearinghouse talking points at promotional venues and shall coordinate response to Clearinghouse media inquiries with USDA.

d) 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 Contracting Officer (CO) and Contracting Officer Representative (COR) by the 15th of each month following the reporting month (e.g. the June Monthly Report shall be emailed to the CO and COR by July 15th).

Monthly Reports shall include, at a minimum:

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

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

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

c) 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. T h e billable costs and in-kind contributions for activities and staff that are connected to deliverables shall also be listed. Other information that will benefit the Government’s understanding of the Clearinghouse’s performance should be shared.

i. 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 CO.

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

B. Annual reports shall include, at a minimum:

i. 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.

C. Ad-Hoc Reports:

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

Task 7 – Audit

a) The Contractor shall comply with §200.501, Audit requirements, of OMB’s Uniform Guidance.

b) 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.

Task 9—Property Disposition and Proprietary Rights

The USDA Government owns all products created for and in support of the contract. USDA shall own the rights to both 1-866-3-HUNGRY and 1-877-8-HAMBRE, (914) 342-7744 (the texting service), and the

USDA National Hunger Clearinghouse database and all information therein. All products created under the contract are property of the United States Government. Therefore, at the conclusion of the contract, all designated numbers, the USDA National Hunger Clearinghouse Database, and related products shall be provided to the Government.

5.0 Deliverables

Deliverable Task Due Date

Post-Award Meeting Report 1 Within 15 days of the Post-

Award Meeting

Operate the USDA National Hunger

Hotline

2 Daily

Operate the Texting Service 3 Daily

Quality Control of the USDA National Hunger Clearinghouse Database

4 Monthly

Access and Update USDA NHC Database

4 Daily

Increase Awareness about the USDA

National Hunger Hotline, Texting

Service, and Clearinghouse Database Materials

5 Ongoing

Submit Monthly Report 6 15th day of the month, following the reporting period (+/- 3 days)

Submit Annual Report 6 15th day of the month, following the last month in the period of performance (+/- 3 days)

Audit Materials 7 Within two to three months at end of the contract Furnish Core Documentation to USDA 8 Upon the request of USDA

Disposition of property 9 At the end of the contract, in consultation with USDA

Performance Work Statement April 12, 2024

6.0 Performance Requirements Summary

All performance ratings shall be 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

Backup System that Maintains

Hotline

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 Inspection

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

QC on Database/

Information Submitted by Organizations

Accurate Data 99% or better File reviews, periodic inspections, and random, observations, customer complaints

Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Monthly Random Inspection

Contractor Access and

Update of the USDA

NHC Database

Accurate Data 99% or better File reviews, periodic inspections, and random, observations, customer complaints

Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Monthly Random Inspection

Increase Awareness of the USDA National

Hunger Hotline, USDA

NHC Database, &

Texting Service

Activities, Events, Conferences, Site visits, etc.

95% or better Review Monthly Reports Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Monthly Monthly Reports

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

In-Kind Resources Accurately quantify in-kind expenditures in the financial component of the monthly report.

90% or better Review Monthly Reports Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Monthly Monthly

Reports/Meetings

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

Core

Documentation

Provide thorough accurate documentation on USDA Hotline, Database, and Texting

Service

99% or better File reviews, periodic inspections, and random, observations, Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Random Random

Submissions

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

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.