Attachment 5 - PWS_ Translation Interpreter_17 July 2026.docx

PERFORMANCE WORK STATEMENT

TRANSLATION & INTERPRETER SERVICES

BROOKE ARMY MEDICAL CENTER

PART 1

GENERAL INFORMATION

1 General: This is a non-personal services contract to provide Medical and Legal Interpretation and Translation Services (verbal & written), on-site American Sign Language (ASL) and Video Remote Interpretation (VRI) at Brooke Army Medical Center (BAMC), Fort Sam Houston, Texas which shall contribute to a stable workforce tasked with providing quality health care services to a diverse beneficiary population. The contractor shall provide Certification Commission for Healthcare Interpreters (CCHI) and/or National Board of Certification for Medical and Legal Interpreters (NBCMI) certified personnel to perform interpreter and translation service to include sign language services for the Medical Treatment Facility (MTF), at BAMC and outlying clinics as required by this Performance Work Statement (PWS).

1.1 Description of Services/Introduction: The contractor shall provide Medical and Legal Interpretation and Translation Services to the standards as defined within this PWS. Languages include, but not limited to: American Sign Language, Amharic, Arabic, Cantonese, Chilean, Dari, Farsi, French, German, Hindi, Italian, Japanese, Korean, Laotian, Mandarin, Mongolian, Nepali, Pashto, Portuguese, Romanian, Russian, Spanish, Swahili, Tagalog, Taiwanese, Thai, Turkish, and Vietnamese. The service must be capable of being run from a standard web browser with no client software to be installed. Any solution that requires the installation of local client software or applications on government computers will require the vendor to possess a current, valid, and active Authority to Operate (ATO) for that software.

For browser-based Video Remote Interpretation (VRI) services, the Government requires that utilize standard web protocols (TCP 80/443). Due to the real-time protocols (like WebRTC or RTP) an active ATO from another DoD facility (excluding the VA) ensures their software, network ports, and streaming protocols have already been cyber-tested and that those specific streaming channels are safe.

All Medical Systems/Devices are required to meet DoD Cybersecurity and National Institute of Standards and Technology (NIST) standards. The information provided below will be used to support all stakeholders working to achieve an Authorization Certificate. Failure to meet Cybersecurity requirements, disclose that a system cannot meet Cybersecurity requirements, or failure to meet certification timeframes shall result in Denial of an Authority to Operate (DATO). The information provided below (which include but not limited to data processing capabilities, current security posture, and level of compliance with the Cybersecurity principles of Confidentiality, Integrity, Availability, and Non-Repudiation will be used to identify the technical characteristics of the System/Device and determine the level of effort, applicable checklist, and potential actions required prior to and during an Assessment & Authorization process, from an Cybersecurity standpoint.

1.2 Background: BAMC, a 425-bed Academic Medical Center, is DOD’s largest in-patient hospital and only Level I Trauma Center. BAMC is staffed by more than 8,000 Soldiers, Airmen, Sailors, Civilians, and contract personnel providing care to wounded Service Members and the San Antonio Community at-large. The mission of the Military Healthcare System (MHS) is to enhance our Nation’s security by ensuring the nation has a healthy military force capable of providing the full range of military operations, supported by a combat ready healthcare system sustaining the health of DoD beneficiaries. Health care services for eligible MHS beneficiaries are provided at MTFs, such as BAMC, which are located on or near military installations or posts.

Section 1557 of the ACA provides that an individual shall not, on the grounds prohibited under Title VI of the Civil Rights Act of 1964, on race, color, national origin, and be excluded from participation in, be denied the benefits of, or be subjected to discrimination under, any health program or activity.

1.3 Scope: The contractor shall provide all personnel, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform language support services as defined in this PWS and subsequent task order PWS' except for those items specified as Government Furnished Equipment (GFE). The contractor shall perform to the standards in this contract and as specified in awarded task order(s)

1.4 Objective(s): The Contractor shall provide clear, concise, and transparent services, including Professional Verbal and Signed Language Translation, Interpretation Services, and Linguistic Document Transcription Services throughout BAMC and outlying clinics.

· Telephonic Interpretation (OTP): Within 5 minutes

· Recognized Common Languages include, but not limited to: Spanish, Thai, Arabic, Russian, Tagalog, Swahili, Pashto, Nepali, Farsi, Romanian, Mandarin, Cantonese, Japanese, Dari, French, German, Amharic, Portuguese

· Video Remote Interpretation All other Languages (VRI): Within 5 minutes

· Video Remote Interpretation ASL (VRI): Within 5 minutes

· On-site Language Interpretation- All other Languages (Emergency): Less than 48 hours

· On-site Language Interpretation- All other Languages (Prescheduled): More than 48 hours

· On-site American Sign Language/Protractile ASL (Emergency): Less than 48 hours

· On-site American Sign Language/Protractile ASL (Prescheduled): More than 48 hours

· Document Transcription/Translation (Common Languages-Words): Within 7-10 days

· Recognized Common Languages include, but not limited to: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, Russian, Korean, Thai and Italian.

· Document Transcription/Translation (Exotic Languages-Words): Within 7-10 days

· Recognized Exotic Languages include, but not limited to: Pashto, Amharic, Tagalog, Swahili, and Vietnamese, Chilean, Mongolian.

1.5 General Information

1.5.1 Quality Control Plan (QCP): This acquisition is for commercial services and will be performed using FAR Part 12. The Contractor’s existing quality assurance system shall be utilized in accordance with FAR 12.208.

The Contractor’s Proposed QCP shall be submitted to the Contracting Officer (KO) through the Contracting Officer’s Representative (COR) for review within 30 calendar days after date of contract award (A.001).

The Government will review and either notify the Contractor in writing of acceptance of the plan or return their comments to the Contractor within seven (7) calendar days. If the Government has provided comments, the Contractor shall then have seven (7) calendar days to submit a Final QCP. After receiving receipt of the Final QCP, the Contractor may receive the KO’s acceptance in writing. Any proposed changes to the accepted QCP are required to be resubmitted for acceptance by the KO no later than seven (7) calendar days prior to the anticipated change and before implementation by the Contractor. The timeline noted above will apply for review and acceptance or proposed changes. At a minimum, the QCP shall include and answer the following to be acceptable:

(a) A chart showing the organizational structure and lines of authority, the names, qualifications, duties, responsibilities, and classification of each member of the Contractor's Quality Control Team.

(b) How the Contractor will monitor work to ensure performance complies with all deliverables (e.g., timelines, deadlines, and goals).

(c) How the Contractor will monitor work to ensure performance complies with all specifications and requirements of the contract, including the contract’s clauses.

(d) How the Contractor will monitor and ensure staff qualifications remain current and valid throughout contract performance.

(e) How the Contractor will identify, investigate, and correct any non-conforming performance and prevent similar deficiencies in the future; and

(f) How the Contractor will file and save all Quality Control related documents for the life of the contract plus five (5) years.

1.5.1.1 The Contractor shall inform the COR of issues (or potential issues) that might affect the performance within 24 Hours of identifying those issues. Verbal reports shall be followed by written reports within seven (7) calendar days (A.002).

1.5.2 Quality Assurance: The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government shall do 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 acceptable quality levels (performance thresholds). The Contracting Officer Representative (COR) will monitor the performance with input from the Chief of the Department or his or her designated representative utilizing the contract Quality Assurance Plan to ensure patient/customer comments, monitoring of services for onsite interpreters, daily logs and any other means necessary to ascertain that contracted services are being accomplished in accordance with the terms if the contract; patient customer service comments; compliance with installation and hospital policy and procedures; and any other means deemed necessary.

1.5.3 Recognized Holidays: The following provides information on recognized holidays for the purpose of the PWS. If submittal of any documentation (e.g., deliverables, submittals, etc.) deadlines fall on a holiday, the closest workday prior to the holiday will apply as the deadline for submittal.

1.5.3.1 U.S. Holidays: Work shall be performed on U.S. federally recognized holidays (and BAMC Training or minimal manning days) occurring during the normal work week, unless otherwise directed by the KO. When a U.S. federally recognized holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively. The KO shall determine if any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed below. Closures of the installation due to inclement weather or other such acts of God shall be handled in the same manner, as well.

· New Year’s Day, January 1st

· Martin Luther King, Jr.’s Birthday, 3rd Monday in January

· President’s Day, 3rd Monday in February

· Memorial Day, Last Monday in May

· Juneteenth, June 19th

· Independence Day, July 4th

· Labor Day, 1st Monday in September

· Columbus Day, 2nd Monday in October

· Veteran’s Day, November 11th

· Thanksgiving Day, 4th Thursday in November

· Christmas Day, December 25th

1.5.4 Operating Hours: The Government facility office hours, facility operating hours, and the Contractor support hour requirements often coincide, however, they may differ. Please refer to the following.

1.5.4.1 Government Facility Office Hours: The Government facility office hours are 0700 to 1600, Monday through Friday except for U.S. Holidays identified in paragraph 1.5.3.1 above, or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

1.5.4.2 Government Facility Operating Hours: The department operating hours are from 0001 to 2400, Sunday through Saturday (i.e., 24 hours per day, 7 days per week). The Government facility is open for recognized U.S. Holidays identified in paragraph 1.5.3.1 above, and to essential personnel during national emergencies, administrative closings, or similar Government directed facility closings, unless otherwise communicated by the KO or COR to the Contractor.

1.5.4.3 Contractor Support Hours: The Contractor shall be available to provide support Sunday through Saturday from 0001-2400 daily. For on-site Emergency requests, the Contractor shall respond within two (2) hours of notification.

The Government reserves the right to review and validate services performed by contract personnel by any means necessary, which may include the implementation of sign-in/sign-out procedures, which shall be maintained within the designated area. These attendance logs are for the sole use of the Government to ensure compliance with hours claimed in service of this contract and shall not be provided to the Contractor for any reason or purpose. Under no circumstances shall the Government sign a Contractor’s timesheet. Only validated services rendered shall be claimed by the Contractor for compensation.

1.5.4.3.1 Scheduled Absences: Reserved

1.5.4.3.2 Unscheduled Absences: Reserved

1.5.5 Telework: With the exception of on-site requirements, all other services can be performed remotely.

1.5.6 Place of Performance: The work to be performed under this contract will be performed at BAMC and outlying clinics, within Joint Base San Antonio (JBSA).

1.6 Security Requirements: The following information is provided on security related matters.

1.6.1 Security Program: Reserved

1.6.2 Contract Personnel Security Clearance Requirements: Reserved

1.6.3 Installation Access: Access to U.S. installations, buildings and controlled areas is limited to personnel who meet security criteria and are authorized. Failure to submit required information/data and obtain required documentation or clearances will be grounds for denying access to U.S. installations, buildings, and controlled areas. The Contractor shall ensure that any subcontract personnel used in performance of this contract complies with these requirements and that all contract personnel, of both the Contractor and any subcontractor utilized by the Contractor, are made aware of and comply with these requirements.

The Contractor shall be aware of and comply with the requirements associated with Installation Access Control. The Government is not liable for any costs associated with performance delays due solely to a firm’s failure to comply with Installation Access Control System (IACS) processing requirements.

The Contractor shall return installation passes to the issuing IACS office when the contract is completed or when a Contractor employee no longer requires access.

The Contractor shall ensure that all contract personnel comply with the local JBSA matrix installation requirements while operating motor vehicles on military installations. Any vehicle operated by the contractor or its employees in performance of this contract shall have minimum liability coverage required by the state in which the performance is located.

1.6.4 Background Checks: Reserved

1.6.4.1 U.S. Citizen: U.S. Citizenship (copy of birth certificate or naturalization papers required). Contract personnel performing under this contract shall be U.S. citizens. In addition, if any contract personnel fail to meet the citizenship requirements stated herein the Contractor shall not hold the government liable for not allowing performance under this contract.

Contract personnel that work with or teach youth under the age of 18 years are subject to U.S background checks. The Requiring Activity Manager will determine the extent of background checks required. Contract personnel may begin performance of the contract after receiving a favorable local background check. The Contractor agrees to replace any contract personnel should results of the background check, if required, be unfavorable as determined by the Requiring Activity Manager. The Contractor’s replacement of contract personnel with the unfavorable background check shall be provided within 30 calendar days. The Contractor shall also replace contract personnel whose background check, during their tenure of employment, renders them with an unfavorable local or state background check, as determined by the Requiring Activity Manager. The Contractor shall forward a copy to the KO and COR of each favorable and unfavorable background check within the first seven (7) calendar days of each month, along with the associated contract number and position type (A.006). When the Government awards a non-personal services contract directly to an individual, the failure of the individual to provide a favorable background check would be grounds for termination.

1.6.4.2 Personal Appearance / Work Attire: Contract personnel working under this contract shall maintain a clean, neat, and professional appearance upon entering the MTF. Contract personnel shall not wear clothing made of see-through material, cutoffs, tank tops, torn/ripped clothing, sleepwear, sandals or clothing that display offensive slogans or images. Contract personnel shall not wear athletic or athletic style clothing (e.g., shorts, jogging suits, sweatsuits, leggings, or T-shirts). In all cases, contract personnel clothing shall be fit to provide a professional appearance in keeping with the normally accepted standards of dress and not presenting an unfavorable appearance upon the Government.

1.6.5 Physical Security: The Contractor shall safeguard all Government equipment, information, and property provided for contract personnel use. At the close of each work period, Government facilities, equipment, and materials shall be secured IAW Controlled Medical Items Management (DHA-AI 6430.08) and MTF policy.

1.6.6 Operations Security (OPSEC) Requirements: Contract personnel shall adhere to facility security policies and restrictions. Contract personnel shall immediately report suspicious activities to security personnel. Government issued access badges shall not be worn outside designated facilities where visible to the public.

1.7 Key Control: Reserved

1.8 Post-Award Conference/Periodic Progress Meetings: The Contractor shall attend any post-award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The KO, COR, and other Government personnel, as appropriate, shall meet periodically with the Contractor to review the Contractor's performance. At these meetings, the KO will notify the Contractor of how the Government views their performance and the contractor shall notify the Government of any problems experienced, if any. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. The Contractor shall not make unplanned visits to the MTF without prior approval from either the KO or COR.

1.9 Contracting Officer’s Representative (COR): Refer to Part 2 of this PWS for the definition of a COR. As determined by the KO, a COR will be appointed and identified by letter of designation, a copy of which will be provided to the Contractor by the KO. The designation letter states the responsibilities and limitations of the COR, especially regarding 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 order. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is not authorized to obligate the Government. If the work is not written in the contract, the COR is not authorized to request new work. 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 KO and Contractor of any deficiencies, coordinate availability of Government property, and coordinate site entry of contract personnel.

1.10 Key Personnel: The Contractor shall designate in writing both a Contract Manager and Alternate Contract Manager to the KO and COR at least seven (7) calendar days prior to the commencement of services. The Contract Manager and Alternate Contract Manager will coordinate the implementation of services and be responsible for the performance under this contract. Contract Managers shall have full authority to act on behalf of the Contractor on all contract matters relating to the daily operation of this contract, and the Alternate Contract Manager shall act on behalf of the Contractor should the Contract Manager be unavailable. The Contract Manager and/or Alternate Contract Manager shall be available during the Contractor Support Hours, as identified in paragraph 1.5.4.3. The Contractor shall immediately notify the KO and COR of any changes to the designated Contract Manager and/or Alternate Contract Manager and provide a designated replacement in writing within seven (7) calendar days after said change.

(a) Contract Manager & Alternate Contract Manager: Reserved

(b) Special Qualifications: The Contractor shall ensure that all contract personnel are fully trained and qualified to provide a high level of quality services under this contract, as required for each service. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential and shall maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS.

(i) Certification: It is a condition of this contract that all required certifications in this PWS remain current during the life of the contract. Certifications required under these qualifications are the responsibility of the Contractor and shall be maintained at no cost to the Government.

Contract personnel shall have and maintain a current Certification Commission for Healthcare Interpreters (CCHI) and/or National Board of certification for Medical and Legal Interpreters (NBCMI) to perform interpreter and translation services.

(ii) Professionalism: Contract personnel shall exercise a positive, helpful demeanor, display courtesy and tact frequently under stressful conditions and duress at an accelerated pace due to life threatening patient situations.

Contract personnel shall possess sufficient initiative, interpersonal relationship skills and social sensitivity such that he/she can relate constructively to a variety of patients from diverse backgrounds.

Contract personnel shall not bill a patient for services rendered under this contract. Contract personnel shall be prohibited from receiving compensation of any kind for patients treated, procedures performed, or any other actions performed, except under the terms and conditions of this contract, and at the rate specified. Contract personnel shall not, while performing services under this contract, advise, recommend or in any way suggest to persons eligible to receive medical care at Government expense that such persons should receive care from the Contractor or any contract personnel at any place other than the MTF.

(iii) Other: Contract personnel shall be able to read, write, and speak English well enough to effectively communicate with all patients and other personnel.

The Contractor shall not employ contract personnel to provide services under this contract that are currently employed by the U.S. Government, either as active military or civil service.

1.11 Identification of Contract Personnel: All contract personnel that attend meetings, answer Government telephones, or work in other situations in which their contract status is not obvious to third parties, shall identify themselves as contract personnel, to include proper marking of signature blocks in correspondence to avoid creating an impression in the minds of members of the public that they are Government officials. The Contractor shall ensure that all documents or reports produced by contract personnel are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.12 Contractor Identification Badges: The Government MTF will provide identification Badges to contract personnel for specific door access. Contract personnel shall wear MTF-issued Badges on their outermost garment at all times while providing services at the MTF, unless directed otherwise by protocol (such as in the Operating Room). The Contractor shall collect all ID Badges upon completion of the contract, or termination of employee.

1.13 Contract Personnel Travel: Reserved

1.14 Other Direct Costs: Reserved

1.15 Data Rights: The Government has unlimited rights to all documents and materials produced under this contract. All documents and materials, to include the source codes of software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership and copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the KO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.16 Protection of Government & Contract Information: Per Public Use Notice of Limitations stated by Defense imagery Management operations Center and contained at www.dimoc.mil/resources/limitations/ the Contractor shall not cite any information (e.g., contract information, pictures, locations, etc.) obtained through this contract on any hard copy or digital marketing tools to include its company website.

1.17 Non-Disclosure Requirements: Performance under this contract may require contract personnel to access data and information that is proprietary to a government agency, another Government Contractor, or of such nature that its dissemination or use other than as specified in this PWS would be averse to the interests of the Government or others. The Contractor and contract personnel shall not divulge, or release data or information developed or obtained under the performance of this PWS, except to authorized Government personnel or upon written approval of the KO. The Contractor shall not use, disclose, or reproduce proprietary data, which bears a restrictive legend, other than as specified in this PWS. All documentation showing individual names or other personal information shall be controlled and protected under the provisions of the Privacy Act of 1974, Public Law 93-579, 5 United States Code (U.S.C.) Section 552a.

1.18 Non-Disclosure Statements: If required, the Contractor shall provide a signed non-disclosure agreement to the Government within seven (7) days prior to commencement of services under this contract (A.008). Any unauthorized disclosure of information by contract personnel may result in the individual being removed from the contract. Standard non-disclosure statements shall be provided, as required, for personnel who may have access to Government data in the course of their duties.

1.19 Organizational Conflict of Interest: Reserved

1.20 Phase-In / Phase-Out Period: Reserved

1.21 Removal of Contract Personnel: During the performance of this contract, the Government reserves the right to immediately require the temporary removal of any contractor personnel whose actions or impaired state raises reasonable suspicion that clear and present danger of harm exists to either patients, MTF personnel or to themselves. This provision is intended for emergency situations only, and not for the purpose of bringing performance issues or other non-urgent concerns to the attention of the Contractor. Upon removal, the Contractor will be provided notification within 24 hours, and request a formal meeting with the KO, COR, and/or Department to discuss further action.

1.22 Environmental Compliance: Reserved

1.23 Required Training: Reserved

1.23.1 Anti-Terrorism (AT) Level I Training: Reserved

1.23.2 Operations Security (OPSEC) Training: Reserved

1.23.3 iWATCH Training: Reserved

1.23.4 Information Assurance (IA): Reserved

1.23.5 Protected Health Information (PHI): Reserved

1.23.6 DHA Employee Safety Course: Reserved

1.23.7 Joint Staff Insider Threat Awareness: Reserved

1.23.8 New Employee Orientation (NEO): Reserved

1.23.9 MHS Genesis: Reserved

1.24 Sexual Assault Prevention & Response Program (SAPR): The DoD’s goal is to provide a culture free of sexual assault through an environment of prevention, education, training, response capability, victim support, reporting procedures, and appropriate accountability that enhances the safety and well-being of all persons covered by the DoD Directive. The DHA is one (1) of the agencies of the DoD, and as such follows the directives, instructions, and guidance of the DoD.

1.25 Reserved

1.26 Reserved

1.27 Government Property (GP) & Services: Reserved

PART 2

DEFINITIONS & ACRONYMS

2 Definitions & Acronyms

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Ancillary Personnel – This includes all HCPs except for Medical Doctors (MD) and Doctors of Osteopath (DO).

Backup Personnel – Pre-approved contract personnel designated to move into the position of the primary contract personnel to perform required services for the duration of his/her absence.

Beneficiaries of the Military Healthcare System – Those individuals entitled to care at the MTF in accordance with AR 40-3.

Clinical Privileges – Authorization by the government to provide specific patient care and treatment services in the organization, within well-defined limits, based on the individual’s license, education, training, experience, competence, judgment, and physical and mental health.

Composite Healthcare System (CHCS) – An automated medical information system which will provide integrated support for the functional work centers of inpatient and outpatient care facilities, patient administration, patient appointments and scheduling, nursing, laboratory, pharmacy, radiology, and clinical dietetics.

Continuing Education – Education beyond initial professional preparation relevant to the type of patient care delivered in the organization provides current knowledge relevant to the field of practice and is related to findings from quality assurance activities.

Contracting Officer (KO) – A person with the authority to enter, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. NOTE - The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. DoD Instruction (DoDI) 5000.72, Part II Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference (f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, shall be certified in accordance with this instruction. For example, local terminology can be COR, Contracting Officer’s Technical Representative (COTR), technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line-item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-2g, states, in part, the following when providing other surveillance support personnel to assist the COR when needed, “…These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the KO as alternate CORs.”

Contractor – Supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contract Personnel – Individuals employed by the Contractor to perform services.

Contractor-acquired Property – Property acquired, fabricated, or otherwise provided by the Contractor for performing a contract and to which the Government has title.

Day – Unless otherwise specified, refers to a calendar day.

Defective Service – Service output that does not meet the standard of performance associated with the PWS.

Deliverable – Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

Facilities – Building, equipment and supplies necessary for the implementation of service by personnel.

Government-Furnished Property – As reflected in FAR 52.245-1, Government-furnished Property “means property in the possession of, or directly acquired by, the Government and subsequently furnished to contract personnel for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes Contractor-acquired property if the Contractor-acquired property is deliverable under a cost contract when accepted by the Government for continued use under the contract.

Government Property – All property owned or leased by the Government. Government property includes both Government-furnished and Contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Holiday Hours – Hours of service provided during Federal Holidays by contract personnel.

Military Health System (MHS) Genesis – An electronic health record for MHS and charting system for HCPs at the MTF. It provides enhanced, secure technology to manage health information; a single health record for service members, veterans, and their families; navigates the MTF’s appointment scheduling program, pharmacy, lab, and radiology ordering system and is interlinked with other departments within the MTF.

Military Time – On a 24-hour clock, will read as follows:

8:00 am = 0800 9:10 am = 0910 Noon = 1200 9:10 pm = 2110 Midnight = 2400 12:01 am = 0001

Property Administrator – An authorized representative of the KO appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of contract personnel.

Physical Security – Part of security that is concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Privileging Process – Process established by the MTF and AR 40-68 for granting clinical privileges to HCPs.

Quality Assessment & Improvement – Those actions taken by the Government to check services to determine if they meet the requirements of The Joint Commission (TJC), U.S. Army Medical Command, quality assurance and risk management program, and ensure that the contract personnel comply with the terms and conditions of the contract.

Quality Assurance – The various functions, including inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – The key Government-developed surveillance process document and is applied to Performance-Based Service Contracting (PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the PWS. It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal Government document.

Quality Control – All necessary measures taken by the Contractor to assure that the quality of a product or service shall meet contract requirements.

Regular Hours – Up to 40 hours of service provided within a Work Week by contract personnel. Regular Hours do not include Federal Holidays worked.

Replacement Personnel – Contract personnel selected to fill a position for the duration of the contract period that was previously occupied by another contractor personnel.

Scheduled Absence – A prearranged absence from performance of contractual services by contract personnel. These absences are scheduled/arranged in advance.

Subcontractor – One that enters a contract with a prime Contractor. The Government does not have a contract with the subcontractor.

Subcontract Personnel – Individuals employed by the Subcontractor to perform services.

Translation error - defined as a factual mistranslation, grammatical mistake, omission of text, or failure to match the original document's formatting.

Tricare – A regionalized, tri-serviced, Contractor-supported, DoD-managed healthcare system.

Unscheduled Absence – Absences from performance of contractual services by contract personnel that are not scheduled/arrange in advance, regardless of whether the absences are caused by illness or for other reasons.

Workday – Hours of service provided in a single day by contract personnel.

Work Week – Sunday through Saturday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, or that may be included in an acquisition, the following provides a list of acronyms commonly used in the acquisition field.

CCRS Central Communication Room Staff

PART 3

GOVERNMENT PROPERTY & SERVICES

3 Government Property & Services

3.1 Services: The Government shall provide administrative support required for contract performance (except as designated in the PWS), refuse collection, custodial services, and Government-related telephone service. Personal long-distance calls are not authorized.

3.2 Facilities: The Government will provide use of available MTF facilities, as required for contract performance (except as designated in the contract). Contract personnel shall keep government-furnished work areas in a safe, orderly, and clean condition. Any space utilized by contract personnel in performance of this contract may be used for other purposes during their absence. Items of clothing, personal effects, or equipment may not be able to be secured at all locations. The government will not incur any liability for theft, damage to, or loss of such personal items.

3.3 Utilities: The Government will provide the use of available MTF utilities, as required for contract performance (except as designated in the contract). The Government will furnish heat, air conditioning, electricity, water, and sewer services. The Contractor shall instruct contract personnel in utilities conservation practices. The Contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves, light switches, etc. after using the required amount to accomplish tasks requiring the use of the utilities.

3.4 Equipment: N/A

3.4.1 Personal Protective Equipment (PPE): Contractor may be required to wear PPE, which shall be supplied by MTF and utilized in accordance with TJC standards.

3.5 Special Tooling & Test Equipment: Reserved

3.6 Materials: The Government will provide any available Standard Operating Procedures (SOPs), Local Instructions, and Policies as required for contract performance (except as designated in the contract). Contract personnel shall be responsible for safeguarding all government property provided for use. Neither the Contractor nor any of the contract personnel shall disclose or cause to be disseminated any information concerning the operation of the MTF that could result in or increase the likelihood of the possibility of breach of security or interrupt the continuity of operations or which breach the requirements of the Federal Privacy Act of 1974. However, the Contractor may be required to provide testimony or disposition in cases of due process action.

3.7 Training: Reserved

3.8 Common Access Cards (CAC): N/A

PART 4

CONTRACTOR FURNISHED ITEMS & SERVICES

4 Contractor Furnished Property & Services

4.1 General: The Contractor shall provide all contract personnel necessary to perform services as described in the PWS and associated contract documents, except for those items specified in Part 3.

4.2 Secret Facility Clearance: Reserved

4.3 Materials: Reserved

4.4 Vehicles & Equipment: Reserved

4.5 Background Checks: The Contractor shall provide Background Checks in accordance with this PWS and as determined by the Government.

4.6 Health & Immunization Requirements: All contractor personnel requiring physical access to the MTF shall comply with all applicable DoD, DHA, and local MTF immunization requirements (including, but not limited to, annual influenza and other vaccines as directed by DoD and DHA policy). The contractor shall be responsible for ensuring, verifying, and maintaining documentation that all contractor personnel have received all required immunizations or approved exemptions prior to being granted facility access and for the duration of contract performance, and shall make such documentation available to the Government upon request.

4.7 Contractor Reports

4.7.1 Monthly Reports: The contractor shall provide a monthly itemized report to the COR within the first seven (7) calendar days of each month that identifies the following services that will be invoices for the previous month. This is to be completed before invoice is submitted to WAWF. Report shall include Date, Language, Time of Request, Time of Interpretation/Translation Service, and Sign language (start/end time) total minutes, Charge per Interpretation/Translation.

4.8 Monthly Invoicing: The contractor shall submit one (1) invoice per calendar month, in arrears, in accordance with DFARS 252.232-7003, for services rendered under this contract. Information regarding WAWF-RA is available on the Internet at https://wawf.eb.mil/.

PART 5

SPECIFIC TASKS

5.1 Basic Services: The Contractor shall provide professional level language and text translation services for patients and staff at BAMC and outlying clinics. Contractor personnel shall possess the necessary certifications, experience, and expertise to fluently and efficiently provide the required services both virtual and/or onsite. Contractor shall provide the necessary personnel, equipment and materials to perform the work described in this PWS. The contractor shall perform all duties in such a manner, so as to adhere to TJC Standards. The quality of individual contract personnel shall meet or exceed reasonable standards of professional practice for the health care concerned, as determined by the same authority that governs military medical professionals in the same discipline. The contractor shall provide Telephonic Interpretation (OTP), Video Remote Interpretation All Other Languages (VRI) Video Remote Interpretation ASL (VRI) within 5 minutes. The contractor shall provide On-site Language Interpretation- All other Languages (Emergency) and On-site American Sign Language/Protractile ASL (Emergency) request with less than 48 hours’ notice. The contractor shall provide all On-site American Sign Language/Protractile ASL (Prescheduled) and On-site Language Interpretation- All other Languages (Prescheduled) with more than 48 hours’ notice. The contractor shall provide all Document Transcription/Translation (Common Languages-Words) and (Exotic Languages-Words):within 7-10 days.

5.2 Tasks: Tasks consist of the following:

5.2.1 Interpreter Services

5.2.1.1 Contractor shall perform all duties in such a manner, so as to adhere to TJC Standards.

5.2.1.2 Contractor’s quality of services shall meet or exceed reasonable standards of professional practice for the health care concerned as determined by the same authority that governs military medical professionals in the same discipline.

5.2.1.3 Contractor’s domestic and foreign language interpreters, onsite or over the phone, shall have a documented mastery of their designated language.

5.2.1.4 Contractor shall provide interpreters knowledgeable in ASL that can be assigned to provide onsite translation services on two (2) business days’ notice or less.(Emergency Only)

5.2.1.5 Contractor shall provide interpreters knowledgeable in various foreign languages and dialects that can be assigned to provide onsite interpretation and off-site translation services on two (2) business days’ notice or less.(Emergency Only)

5.2.1.6 Contractor shall provide 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 within five (5) minutes to interpreters. Recognized Common Languages include, but not limited to: Spanish, Thai, Arabic, Russian, Tagalog, Swahili, Pashto, Nepali, Farsi, Romanian, Mandarin, Cantonese, Japanese, Dari, French, German, Amharic, Portuguese

5.2.1.7 Contractor shall facilitate effective communication and Collaboration: Communicates effectively with physicians, nurses, and other healthcare professionals, providing timely and accurate information. A collaborative environment, enabling informed medical decisions.

5.2.1.8 Contractor shall ensure regulatory Compliance and Safety: Adheres to all safety protocols, infection control procedures, and regulatory requirements (CLIA, OSHA, HIPAA), safeguarding the health and safety of patients and staff, and preventing costly penalties.

5.2.1.9 Contractor shall notify the Central Communication Room Staff when the interpreter, translators and sign language services are not available within 15 minutes by phone.

5.2.1.10 Contractor shall ensure Interpreters arrive on time. 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.