Attachment 1 - Performance Work Statement (PWS).pdf

UNCLASSIFIED

Attachment 1 – PWS

Attachment 1 – Performance Work Statement (PWS)

Naval Special Warfare Resilience Program

1. PURPOSE

1.1 Naval Special Warfare Command (NSWC) requires contract services in support of an initiative to promote psychological resilience among Naval Special Warfare (NSW) active duty members (SEAL, Special Warfare Combatant-craft Crewmen (SWCC), Explosive Ordinance Disposal (EOD), Support (e.g., technician, administrative, medical), Mobilized Reserve, and Individual Augmentees) and their families. The contractor shall develop, implement, analyze, evaluate, and revise an evidence-based resilience program to mitigate stress and strengthen Warriors and their families across the NSW community.

2. BACKGROUND

2.1 The Department of Defense recognizes that fully supporting psychological health requires a public health approach emphasizing a continuum of care that includes not only effective treatment but also active prevention and early intervention (ASD (HA), 2007). Several national reports, such as the Institute of Medicine’s Returning Home from Iraq and Afghanistan:

Preliminary Assessment of Readjustment Needs of Veterans, Service Members, and Their Families (2010) and the President’s New Freedom Commission on Mental Health’s Achieving the Promise: Transforming Mental Health in America (2003) have reinforced the scientific validity of such an approach. Prevention and early intervention efforts have been widely recognized as not only more compassionate but also more economical than delaying intervention until severe mental illness has developed (Davis, 2002).

2.2 The Defense Health Board Task Force on Mental Health has identified the need for prevention services that build resilience and provide better access and continuity of psychological health care. There is increasing awareness that military members are significantly affected by combat-related adjustment, mental health problems and physical injuries, as well as the wear and tear of multiple wartime deployment cycles. Resilience promotion is one facet of the Department of Defense initiative to protect against the deleterious effects of traumatic stress and depression. It has been determined that successful services promoting member resilience requires an approach that emphasizes a “continuum of care”. This continuum of care should include active preventative measures and early interventions as well as effective treatments for people who need them. (ASD (HA), 2007). Experts in the fields of psychiatry, psychology, behavioral health, and psychometrics have constructed a scale that attempts to measure psychosocial processes associated with resilience. The Response to Stressful Experiences Scale (RSES) (Johnson, Polusny, Erbes, et al., 2008) is the only scale to date that has been validated exclusively in an active-duty and reserve component military sample (N = 1078) with experience in Operations Enduring Freedom and Iraqi Freedom (OEF/OIF).

In order to ensure effective programs and services are in place to mitigate stress and strengthen the Warriors and their families across the NSW community, a formal evidence-based program with related state-of-the-art training is required.

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2.3 Through analysis of aggregate data sorted by Team, Group, Community, and Sub- Community and demographics, the NSW Resilience Program shall provide a full menu of programs with an emphasis on primary and secondary prevention.

2.4 Primary Prevention: Primary Prevention is designed to reach all segments of the population regardless of whether or not indications of illness are present. In the military, examples of primary prevention are educational awareness campaigns (e.g., when members are taught about coping with deployment or identifying behaviors indicating the member is experiencing combat stress) and health maintenance (e.g., when all members are provided with information about substance use) (ASD (HA), 2007; Davis, 2002).

2.5 Secondary Prevention: Secondary Prevention activities are typically provided to a subset of the population when there is good reason to believe they are at elevated risk for difficulties.

Through trend analysis via existing Navy medical assessments/surveys, programs can be developed to address secondary prevention.

2.6 Tertiary Prevention: Tertiary Prevention activities are resources such as clinical treatment for diagnosed illnesses and rehabilitation to prevent recurrences and manage chronic illness. The NSW Resilience Program’s emphasis on primary and secondary prevention shall seek to mitigate the numbers requiring tertiary intervention.

3. SCOPE

3.1 NSWC’s overall objective is to develop a comprehensive NSW evidence-informed resilience building program targeting active-duty members and their families throughout the community. While there is an assumption that those members who have experienced multiple combat deployments with accumulative combat exposure and/or physical injury will have greater need for resilience-building programs and services, those who are entering the community as new NSW close-looped (SEAL, SWCC) or non-permanent personnel (Support, IA, Reserve) offer opportunities for primary prevention and comparison to their NSW counterparts.

3.1.1 The overall intent of the Program is to provide mechanisms for individual service members, as well as the overall command and community, to strengthen and build resilience in order to maintain and enhance healthy lifestyles and quality job performance despite experiencing crisis or trauma, daunting external conditions, threats, and prolonged high op-tempo. The focus is on positive skill-building, support and prevention instead of treatment. The primary objectives of the NSW Resilience Program are to analyze aggregate resilience and other assessment and leadership feedback covering NSW active duty personnel in order to inform and develop program offerings aimed at building resilience at the individual and group level. Objectives also include collecting and trending aggregate data to inform NSW program development, offerings and resourcing as well as tracking the impact of training received on aggregate resilience profiles and benefits of the training offered.

3.1.2 The NSW Community has in the past benefitted from resilience-enhancing efforts which have included a program of retreats and workshops funded by the Navy Bureau of Medicine (BUMED), the Office of the Secretary of Defense (OSD), as well as the Special

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Operations Command (SOCOM) Preservation of the Force and Family Program (POTFF). These efforts are within the scope of 10 U.S.C. §l788a and DOD FMR 7000.14-R, and a SOCOM POA&M submission is the approval mechanism to obtain funding to execute programs and activities. These efforts are not subject to conference requirements.

4. REQUIREMENTS

4.1 General Requirements. Contractor shall provide support personnel in accordance with this PWS. The contractor shall possess a facility clearance at the classification level of SECRET. Support at the Task Order level will include Lead Planner, support personnel, and services. Lead Planner’s required qualifications and duties are listed below.

4.1.1 Lead Planner Qualifications:

4.1.1.1 Contractor shall provide planning support services, utilizing a Lead Planner with experience planning and executing multi-day (to include overnight stays) resilience-focused (or similar) events that include speaker sessions and logistics (contracting with venues for event space, lodging, food) for military members and their families.

4.1.1.2 SECRET Security Clearance is required for this position.

4.1.1.3 United States Citizenship is required.

4.1.2. Lead Planner Duties: Lead Planner shall plan and execute all retreat and workshop events and and provide a weekly status update to the Contracting Officer Representative (COR). Lead Planner shall interface routinely (weekly or more) with the Government’s representatives via phone, or any other means deemed necessary throughout the performance of the contract.

4.2 Event Requirements. Utilizing aggregate data from various command resilience surveys and assessments, resilience program evaluation feedback, and command/leadership inputs, the Contractor shall develop and deliver customized training targeted to active-duty service members, activated reservists and Individual Augmentees, and their family members to include spouses and children. Efforts may involve multiple (two or more) event taskings conducted concurrently that are geographically dispersed (two or more locations at least 500 miles apart. Contractors with experience with SOF populations may be considered more favorably. Contractor shall have sufficient staff to hold multiple events in geographically separate locations, when necessary.

4.2.1 Contractor shall tailor and implement workshops and retreat training events which are responsive to the issues identified by assessments and command leadership. The following is a sampling of issues NSW individuals and family members may face, to include but not limited to:

4.2.1.1 Combat stress reactions

4.2.1.2 Transitioning from the role of Warrior to home front roles such as spouse and parent; service members may experience guilt for leaving team members

Attachment 1 – PWS behind, and may be coping with the deaths and/or injury of fellow service members

4.2.1.3 Changes in the service member and/or family members who may not be the same person they were prior to any separations

4.2.1.4 Financial responsibilities that may have accumulated or changed during periods of separation

4.2.1.5 Emotional disconnect between spouses caused by unresolved issues during periods of separation

4.2.1.6 Changing spousal roles as the person at home has to expand responsibilities for the household

4.2.1.7 The birth of children while the service member was away

4.2.1.8 Developmental changes in children who may not be comfortable bonding with the parent who is often away

4.2.2 The contractor shall customize training to each group of attendees, keeping in mind that content created for one group may or may not be relevant to another. All education and training shall be designed to build a more resilient service member.

Contractor shall base resilience training on analysis of aggregate data; training is expected to build resilience and to mitigate secondary trauma. The availability of tiered foundational, intermediate and advanced training shall broaden its appeal and applicability to the entire population of service members. All training content shall be guided by evidence-based research and shall reflect state-of-the-art principles and techniques. Training agendas and topics shall be tailored to married and single NSW active duty, with and without children, based upon aggregate data and command leadership input. Sample training topics include:

4.2.2.1 Military Life and War-Time Deployments

4.2.2.2 Relationships and Family Resilience

4.2.2.3 Relationship Skills for Single Service Members

4.2.2.4 Separation and Reintegration

4.2.2.5 Parenting Strategies

4.2.2.6 Sleep Management and Hygiene

4.2.2.7 Cognitive Practices and Brain Health Techniques

4.2.2.8 PTSD Awareness and Management

4.2.2.9 Suicide Prevention Awareness and Strategies

4.2.2.10 Creating a Healthy Transition with Your Partner

4.2.2.11 Health, Fitness Nutrition Techniques/Solutions

4.2.2.12 Mindfulness

4.2.2.13 Community, Faith and the value of Spirituality

4.2.3 Contractor shall provide speakers/presenters/facilitators, who are leading experts in their respective fields and who are known dynamic presenters. The Government shall have final approval on all proposed speakers/presenters/facilitators. Presenters may include subject matter experts within the command and/or associated with other community programs.

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4.2.4 All venues shall be submitted to the COR for approval at least 45 calendar days prior to a planned retreat/workshop. Training agendas to include recommended agendas, content, and basis for that content, shall be submitted to the COR for approval 30 calendar days prior to a planned retreat/workshop. Prior to each retreat or workshop, the Contractor and Warrior and Family Support Teams shall collaborate to determine appropriate agenda items/topics. The Contractor shall obtain Government approval for all final agendas.

4.2.5 Marketing Materials: Before each retreat and workshop, the Contractor shall provide the Government with marketing materials, to include registration information, flyers, know-before-you-go, and other pertinent information at least 10 calendar days before the event. Marketing materials shall be updated as required based on Contractor and Government evaluation.

4.2.6 Meals and Lodging (ELIN A001 – A002 (X001 – X002)): The Contractor is responsible for paying for lodging and meals for the attendees not to exceed the Joint Travel Regulation (JTR) per diem. Number of attendees and associated funding will be specified at Task Order level. Government approval is required if JTR per diem rate is unavailable.

4.3 Retreats (ELIN A004 – A009 (X004 – X009)):

4.3.1 The Contractor shall provide 2-night retreats to commands across the community in accordance with the schedules outlined in Exhibit 1. The target audiences will be defined by the Government and typically include active-duty members who deploy or who are in need of resilience training as determined by their assigned command, and their family members; and designated POTFF staff. The retreats shall occur at venues offering structured activities allowing service members to spend quality, focused time learning, and connecting/reconnecting with one another in a relaxing and safe environment. The retreats shall focus on various deployment-related and resilience-enhancing psycho-educational content.

4.3.2 The purpose of the retreats and their content is to facilitate resilience-building.

Training methodology shall be varied to include high tech audiovisual media, dynamic presentation, interactive programming, audience participation, and written materials.

4.3.3 Retreat agendas shall provide attendees the opportunity for social engagement and participation in a range of psycho-educational programs focused on building resilience at the personal, couple, and family levels. Each retreat shall include working meals as part of the resilience agenda for those attending. For each two-night retreat there shall be two breakfast, two lunch and two dinner events. The first event for the retreats should serve as a general welcome reception for the attendees. The Contractor should provide options for vegetarians/vegans and accommodate any special needs (allergies, etc.). These events should also serve as networking opportunities for service members and their families.

4.3.4 The Contractor shall coordinate all aspects of the retreats to include proposed and final (approved) agendas, speaker arrangements, timely marketing of final agendas and on-

Attachment 1 – PWS line registration, hotel coordination and accommodations (lodging and meals) for speakers and retreat attendees (not to exceed military per diem rate; Government approval required if military per diem rate is unavailable), no greater than 300 miles from location of military commands served (unless prior approval is given by the Government), and program evaluation feedback. The Contractor is responsible for paying the hotel accommodations and meals for Contractor staff, speakers and retreat attendees, and the transportation for Contractor staff and speakers; the transportation for retreat attendees to and from the event will be the responsibility of the individual attendees.

4.3.5 Within 30 calendar days of Task Order award, the contractor shall create an online registration process for retreat attendees, with the attending command(s) providing final verification for attendance. Online registration for the retreats will be reviewed for Government authorization. Retreat attendance numbers may vary, based on the size of the commands served.

4.3.6 Children’s programming. Contractor shall provide personnel to conduct children’s programming on youth specific topics (ages 5-16) to be coordinated with the Government.

Topics may include, but not be limited to, the following:

4.3.6.1 Family relationships

4.3.6.2 Dealing with bullying

4.3.6.3 Coping techniques and expressing emotions

4.3.6.4 Mindfulness

4.3.6.5 Growing up in a SOF culture

4.3.7 Psychoeducational Retreats (ELIN A003 (X003)): The Contractor shall provide Psychoeducational Retreats as detailed in sections 4.3.1 to 4.3.6. These retreats shall be tailored specifically to one issue such as PTSD and will be coordinated with NSW psychological staffing and input. The Contractor shall utilize the following venues for the delivery of tailored psycho-educational training: resilience-related retreats at venues in the civilian community (not to exceed 300 miles from the duty stations unless approved by the Government) offered at other Government-provided locations.

4.4 Workshops

4.4.1 The Contractor shall offer a resilience-enhancing workshop with a nationally recognized subject matter expert at the Unit/Command level or across Commands within a geographical area, or virtually, in accordance with the schedules outlined in Exhibit 1. Target audiences will be active-duty members and family members attached to deploying and non-deploying units, to include drilling Reservists and Individual Augmentees. Training methodology shall be varied to include high tech audiovisual media, dynamic presentation, audience participation, and written materials. Workshops shall typically include two (2) to four (4) hours of contractor-provided training/presentation.

4.4.1.1 Virtual Workshops (ELIN A010 (X010)) The Contractor shall provide a platform for speakers to present to a live audience that allows interaction, as well as the ability for

Attachment 1 – PWS the workshops to be recorded and available to be viewed via a link for a minimum period of one year after the date of the workshop.

4.4.1.2 In Person Workshops (ELIN A011 (X011)) are to be held at locations defined and provided by the Government. The Contractor is responsible for travel coordination and expenses of speakers/presenters; the service member attendees’ travel will be the responsibility of the individual attendees. The Contractor must be able to record the workshop and make it available to view on a link for a period of a minimum of one year.

Training materials, to include books, resources, handouts may be purchased and provided to attendees. As travel and training materials will be dependent on the provided training, In Person workshops will be negotiated and executed via separately priced Task Orders.

The Contractor shall provide a quote for the required workshop within 5 business days of the Request For Quote (RFQ).

4.5 Custom Resilience Training Events (ELIN A012 (X012))

4.5.1 During the performance of this contract the Government may require specialized Resilience Training Events. Each custom course shall be negotiated and executed via separately priced Task Orders. The Contractor shall provide a quote for the required training event within 5 business days of the RFQ.

4.6 Outcomes: The intended outcome of the NSW Resilience Program is to build service member resilience in the community via the provision of targeted interventions informed by data and analysis, to include aggregate data, resilience training evaluation feedback, and consultation with command leadership and subject matter experts (e.g., Psychologists, Physicians, Chaplains, and Warrior and Family Support staff). The Contractor shall provide the Government metric-based recommendations for unit-level to community wide interventions, and provide longitudinal tracking of the Resilience Program’s impact on the service members and their families in an Event Status Report when requested by the COR.

4.7 Reports

4.7.1 The Contractor shall provide post-event reports no later than 15 business days following the completion of either a retreat or workshop. Contractor shall report training topics covered, participant evaluation, recommendations for future topics. Reports will address attendee/user/command leadership Resilience Program evaluations (retreats and workshops), and impact data tracking changes in resilience before and after program offerings. They shall include outputs such as: number of assessments completed, number of aggregate summaries provided to Unit and Group leadership, number of retreats and workshops completed, and outcomes such as: participant satisfaction, impact analysis, and program evaluation.

4.7.2 Annual Reports: Through this contract, the Contractor shall provide an annual report no later than 15 days prior to the end of each Ordering Period, which offer analysis of aggregate program evaluations. The Contractor shall establish a means to measure the impact of, as well as evaluation of, provided education and training. Reports shall include

Attachment 1 – PWS metrics such as: number of retreats and workshops, number of attendees, and customer feedback on workshops and retreats. Report content will also be agreed upon between the Contractor and the Government.

4.7.3 Evaluations: The Contractor shall facilitate the collection of program evaluation feedback from participants in order to obtain impressions and recommendations regarding the retreats and workshops. Workshops and retreats must include a voluntary written evaluation process for all participants. An evaluation summary is to be provided to the Government within two weeks of the completion of the event, to include participant evaluation of the content and presenter(s) of the training. Retreat feedback is to also include participant evaluation of all components of the events (programming, venue and logistics).

4.8 Rules and Regulations.

4.8.1 The Contractor shall ensure that performance is conducted in accordance with all Local, State, and Federal rules and regulations to include provision of any required permits or land use agreements. Contractor shall possess all necessary Local, State, and Federal land usage permits and authorizations prior to performing requirements in this PWS.

4.8.2 Professional Standards:

4.8.2.1 The Contractor shall exhibit professional conduct and comply with all applicable Federal, DoD, Navy and United Special Operation Command regulations, instructions, directives, and policies in performance of this contract.

4.8.2.2 The Government does not anticipate the contractor needing to access classified information in performance of this contract. However, in the event the contractor is involved with a potential spillage, security violation, or information technology violation, the contractor shall cooperate in any related inquiry or investigation, which may include but not limited to the Government securing contractor property or contractor employee personal property as determined necessary by the Government and/or conducting forensic analysis. Applicable Department of Defense, United Special Operations Command, and Naval Special Warfare regulations, instructions, and policies would apply to such processes.

4.8.3 The contractor shall provide required training for employees to meet the performance requirements of the contract. The Government shall not fund or provide required training. If required to access Government systems, the Contractor may be required to take specified Government furnished training (e.g. Active Shooter Training). If applicable, the designated Contractor Officers Representative (COR) or Technical Representative will provide the required courses and completion deadlines.

5. DELIVERABLES

5.1 The Contractor shall provide Deliverables in accordance with the following table:

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6. GOVERNMENT-FURNISHED ITEMS

6.1 The Government will confirm eligibility of attendees for retreats and workshops. The Government will provide the Contractor access to aggregate data reports and other related data, for Contractor use in meeting the PWS requirements. All information, aggregate data reports and other data provided by the Government and collected by the Contractor in performance of this contract shall be the sole property of the Government, and shall not be disseminated by the Contractor without the express written permission of the Government.

6.2 A reporting authorization structure will be provided by the Government to support the reporting requirements identified within the document.

7. CONTRACTOR-FURNISHED ITEMS

7.1 With the exception of items listed under paragraph 6 above, the Contractor shall provide all materials and other requirements pertinent to this Performance Work Statement to include the provision of facilities, speakers, materials, and Contractor costs (labor, travel, meals, and lodging) under Firm-Fixed Price (FFP) ELINS. Attendee lodging and meals will be paid under separate cost only ELINS NTE JTR per diem rates and will be determined at Task Order Level.

8. SECURITY REQUIREMENTS

8.1 Security will be in accordance with the attached DD254. Lead Planner shall be cleared at the SECRET level at the start of the contract.

8.2 Contractor shall establish appropriate administrative, technical, and physical safeguards to protect any and all nonpublic Government data to ensure the confidentiality, integrity, and availability of Government data.

Description Item # Ref. Delivery Date

Meeting via Phone 0001 4.1 Weekly status update via phone

Proposed Event Venue 0002 4.2.3 45 days prior to event

Training Agenda and Content 0003 4.2.3 30 days prior to event Marketing Materials 0004 4.2.4 10 days before the event Online Retreat Registration 0005 4.3.5 Within 30 days of Task Order Award In Person Workshops Quote 0006 4.4.1.2 Within 5 Days of RFQ

Custom Resilience Training Events Quote

0007 4.5 Within 5 Days of RFQ

Event Status Report 0008 4.6 Per coordination with COR Post-event Reports 0009 4.7.1 Within 15 business days of event end Annual Reports 0010 4.7.2 Within 15 calendar days prior to end of each

Ordering Period

Evaluation Summary 0011 4.7.3 Within two weeks after the event

Contractor Manpower

0012 11.1 Annually by 31 October

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8.3 The Contractor shall insure requirements for safeguarding classified information and classified materials, for obtaining and verifying personnel security clearances, for verifying security clearances and indoctrination of visitors, for controlling access to restricted areas, for protecting government property, and for the security of automated and non-automated management information systems and data are fulfilled. The contractor's management system shall prevent unauthorized disclosure of classified and sensitive unclassified information. The government shall be immediately notified if any security incident or any indication of a potential unauthorized disclosure or compromise of classified or sensitive unclassified information.

8.4 The contractor shall provide security management support. Typical efforts include, but are not limited to, performing classified document control functions, classified materials inventories, program access requests, preparing and monitoring personnel indoctrination and debriefing agreements, and maintaining and using security-related databases.

8.5 All contractor personnel are required to be citizens of the United States.

8.6 Comply with applicable DoD, Navy, USSOCOM and NSW cyber-security, information technology (IT) systems, network, and/or security applicable instructions and policies, and ensure all contractor personnel have read and agree to comply with such instructions and policies. The contractor shall especially be familiar with NSWC Acceptable Use Policies and provide training to its personnel as to appropriate practices when interacting with Government IT systems and networks.

8.7 PRIVACY ACT AND HEALTH INSURANCE PORTABILITY AND

ACCOUNTABILITY ACT (HIPPA)

8.7.1 The Contractor will have access, work with, and/or have to input personally identifiable information (PII) into Government Information Systems in performance of this contract. The Contractor shall adhere to Privacy Act requirements and applicable DoD, Department of Navy (DoN), and United States Special Operations Command (USSOCOM) regulations, instructions, directives and policies regarding PII, including but not limited to NIST 800-122 “Guide to Protecting the Confidentiality of Personally Identifiable Information (PII).”

8.7.2 The Contractor may have access, work with, and/or have to input personal health information (PHI) into Government Information Systems in performance of this contract.

The Contractor shall adhere to HIPPA requirements and applicable DoD, DoN, and United States Special Operations Command regulations, instructions, directives and policies regarding PHI, including but not limited to NIST 800-66 “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule.”

8.7.3 For both PII and PHI, the Contractor agrees to assume responsibility for protecting such information, using best practices, and compliance with applicable references.

8.8 MARKINGS AND LIMITED USE OF DATA: The Contractor shall refrain from using “Naval Special Warfare Command” (NSWC), reference to any NSWC personnel by title or

Attachment 1 – PWS position within NSWC, or this contract in any of its publications, websites, materials, media, or advertising media. The Contractor shall not use or reproduce the Department of the Navy’s trademarks or trade secrets with respect to Naval Special Warfare, Naval Special Warfare training, and the Navy SEALs/SWCCs (i.e., there are several U.S. trademark registrations in connection with the words NAVY SEALS, the Trident logo, and the SWCC logo).

9. SAFETY

9.1 Nothing in the Performance Work Statement (PWS), nor any Government action or failure to act in performance of the contract shall relieve the contractor of its responsibility for the safety of the contractor's personnel and property, the Government's personnel and property, and the general public. Furthermore, nothing in this PWS shall relieve the contractor of its responsibility for complying with applicable Federal, State, and Local laws, ordinances, codes and regulations (including those requiring applicable licenses and permits) in connection with the performance of this contract.

10. TRAVEL

10.1 All Contractor travel in connection with the performance of this PWS shall be at the Contractor’s expense. Contract performance shall be conducted on a firm-fixed price basis. The Government will not issue invitational Travel Orders to Contract employees. Government contract air carriers and the Government contract airfares are not available to the Contractor employees.

11. CONTRACTOR MANPOWER REPORTING

11.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for Naval Special Warfare Command via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: www.sam.gov. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2022. Contractors may direct questions to the help desk at help desk at:

www.sam.gov

12. QUALITY CONTROL

12.1 The contractor shall implement and maintain a quality control plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract.

13. QUALITY ASSURANCE

13.1 The government reserves the right to perform inspections and surveillance to evaluate the contractor’s compliance to the contract terms and performance of the requirements in the PWS.

The Government will assign a Contracting Officer’s Representative (COR) who will be responsible for monitoring performance in accordance with the requirements of the PWS and the

Attachment 1 – PWS performance objectives outline in section 13.3. The COR will make every effort to ensure that the surveillance methods used are conducted in an objective, fair, and consistent manner.

13.1.1 Periodic surveillance. This action occurs when the COR or other government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the contracting officer.

13.1.2 Customer complaint surveillance. This action is instituted when the COR receives a complaint from a stakeholder regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the contracting officer for action. The COR will notify both the contract manager and the complainant of the government’s response to their complaint.

13.2 Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or co will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of contractor performance when determining present or future contractual actions.

13.3 Performance Objectives

Performance Objective Standard Performance Threshold Method of Surveillance

PRS # 1. Qualified and Trained Personnel. The Contractor provides sufficient and adequately trained workforce capable of fully complying with all the requirements of the PWS 100% of the time.

Manage day to day operations and activities to ensure successful compliance with the contract. This includes but is not limited to providing adequate staffing, managing workload, training, retention and supporting each activity as prescribed by the PWS in a complete and professional manner.

*No instances of failure to present a professional appearance.

*No instances of failure to engage in professional, courteous and polite conduct.

*No instances of failure to work as a team player.

*No instances of providing personnel who do not meet the minimum experience requirements.

COR

Observation, Customer feedback.

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PRS # 2 Quality Services.

The Contractor is synergistic, proactive, and thorough and organized enough to ensure work is timely and accurate.

Manage daily operations and activities to ensure successful completion of all tasks outlined in the PWS. The Contractor demonstrates reasonable and cooperative behavior, a commitment to customer satisfaction, and a concern for the interest of the customers. Work products are timely, accurate, technically correct, in accordance with sound practices and principals.

* No more than 2 valid complaints per year that work contains inaccuracies.

* No more than 2 valid complaints per year that services are late or contractor is not making sufficient progress on completing the required services.

* No more than 2 valid complaints per year that written or verbal communication is ineffective.

Customer feedback.

PRS # 3 Administrative Tasks. The Contractor provides the management and oversight necessary to comply with the administrative requirements of the PWS.

Government property and data is safeguarded at all times to avoid loss or damage to property and quality personnel replacements are arranged in a timely manner such that there is no degradation of services.

* No instances of failure to comply with safety and security requirements.

* No instances of failure to notify the COR of absences.

* No instances of damage or loss due to contractor negligence.

*No instances of failure to obtain a qualified replacement.

Customer feedback.

14. PERIOD OF PERFORMANCE

14.1 The period of performance (PoP) for the basic contract is date of contract award through five (5) years. The PoP for the basic contract is the timeframe for which Task Orders may be issued for retreats/workshops.

14.2 The PoP for individual retreats/workshops shall be specified at the Task Order level.

Task Orders shall be issued unilaterally by the Government a minimum of 60 days prior to the start date for a retreat, and 30 days prior to the start date for a workshop. Task Orders may be issued in shorter timeframes prior to an event, with the Contractor’s bilateral agreement.

15. PLACE OF PERFORMANCE

15.1 The contract establishes geographic regions for training events, with a projected listed in Exhibit #1. Additional locations may be negotiated throughout the life of the contract as negotiated and added per bi-lateral contract modification.

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16. COVID-19 CONSIDERATIONS:

16.1 Contractor shall follow all CDC and DOD guidelines for COVID prevention, to include but not limited to vaccination and/or reoccurring testing as required by Government. Contractor is responsible to provide all required Personal Protection Equipment (PPE). PPE includes: N95 masks, disposable nitrile gloves, and hand sanitizer for their employees. Contractor personnel may be subject to quarantine periods and shall comply with any federal, state, or local quarantine requirements. Contractor personnel may be subject to medical screening. Any personnel with a fever (temperature of 100F/37.8C or greater), cough, shortness of breath, or loss of smell will not be permitted on site. Contractor shall inquire and not utilize contractor personnel that have been exposed to any persons known to have been exposed to COVID-19.

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EXHIBIT 1 –ESTIMATED ANNUAL NUMBER AND LOCATION OF RETREATS AND

WORKSHOPS WITH MAXIMUM NUMBER OF ACTIVE DUTY ATTENDEES

Retreats – Annual Estimate: 12 Distribution:

2-Coronado, CA (50 Active Duty attendees, 50 spouses, 100 children).

2-Little Creek,VA (50 Active Duty attendees, 50 spouses, 100 children).

1-Hawaii (60 Active Duty attendees, 60 spouses, 120 children).

1-Stennis, MS (60 Active Duty attendees, 60 spouses, 120 children).

2-Dam Neck, VA (35 Active Duty attendees, 35 spouses, 70 children).

1 – Tailored psychoeducational, location TBD (20 Active-Duty, 20 spouses).

1 – POTFF Providers (30 staff)

Workshops – Annual Estimate: 2 Distribution:

2 Virtual or in person workshops