Attachment A Statement of Work.pdf

Mortuary Services

Statement of Work (SOW)

1. Introduction / Background/Requirement

The National Institutes of Health (NIH) Clinical Center, Patient Support Services Department (PSSD), requires on-call mortuary support services to ensure the dignified, timely, and secure removal and transportation of decedents from the NIH Clinical Center and other NIH-controlled Bethesda campus locations to a Government-authorized destination (e.g., Office of the Chief Medical Examiner (OCME) or other designated receiving facility).

This SOW describes the outcomes, performance standards, and deliverables for 24 hours/day, 7 days/week, 365 days/year support, including complete chain-of-custody documentation and coordination with NIH staff and security.

2. Purpose, Scope, and Objectives

2.1 Purpose

Provide continuous, on-call mortuary removal and transport services that preserve dignity, protect privacy, and maintain custody integrity from release to receipt.

2.2 Scope

This requirement covers dispatch, removal, transportation, temporary holding (only when ordered), documentation, and incident reporting for decedents located at NIH-controlled Bethesda campus locations.

2.3 Objectives

• Ensure timely response and arrival for each request.

• Maintain secure chain-of-custody for remains and any Government-directed personal effects.

• Coordinate access and routing with NIH Security/NIH Police and designated NIH staff.

• Provide complete, accurate, and timely documentation and reporting.

3. Period of Performance

The Periods of Performance (PoP) are anticipated to be

Period of Performance April 1, 2026-March 31, 2027 Base Contract Year Period April 1, 2027-March 31, 2028 Option Year One Period April 1, 2028-March 31, 2029 Option Year Two Period April 1, 2029-March 31, 2030 Option Year Three Period

4. Place of Performance

Work will be performed at:

• NIH Clinical Center, 10 Center Drive, Bethesda, MD 20892 (and other NIH-controlled Bethesda campus locations as identified by the Government).

• Contractor facility (only for secure, temperature-controlled temporary holding when specifically ordered by the Government).

• Authorized destination location(s) specified by the Government per case (e.g., OCME or designated receiving facility).

5. Definitions Term Definition

Authorized personnel NIH/Clinical Center staff designated by the Government (e.g., CO/COR and operational call list) who may request services.

Authorized destination The receiving facility specified by the Government for each case (e.g., OCME, Government-authorized facility, or other designated receiving facility consistent with NIH procedures).

Call receipt time Time the Contractor dispatch point of contact receives the request.

Dispatch time Time qualified personnel are assigned and depart for the pickup location.

On-site arrival time Time Contractor personnel arrive at the pickup location/unit as permitted by NIH Security/NIH Police.

Pickup time Time remains are placed into Contractor custody for transport (release signature obtained).

Delivery time Time remains are released to the authorized destination (receipt signature obtained).

Significant incident Any event requiring notification under Section 10 (e.g., missed service levels, custody discrepancy, loss/damage of effects, vehicle incident, or personnel exposure/safety event).

6. Scope of Work (Performance Requirements) The Contractor shall provide all management, supervision, labor, vehicles, equipment, supplies, and incidentals necessary to perform on-call mortuary removal and transport services. The Government defines required outcomes and performance standards; the Contractor may determine the specific methods to meet them, consistent with applicable laws, NIH policies, and the privacy, confidentiality, and information security requirements in Section 11, including safeguarding Federal Contract Information (FCI) and any PII/PHI.

6.1 Included Services

• 24/7/365 call receipt, dispatch, and response.

• Access coordination with NIH Security/NIH Police and NIH unit staff.

• Dignified removal of remains and secure transportation to the authorized destination.

• Decontamination/cleaning of reusable equipment and vehicle touch surfaces after each transport.

• Chain-of-custody documentation and secure transmission of records.

• Incident notification and written reporting within required timelines.

• Temporary holding only when specifically ordered by the Government.

6.2 Out of Scope

Unless separately authorized in writing by the Contracting Officer (CO), the following are out of scope:

• Embalming; cremation; funeral/burial services; autopsy; death certificate filing; organ/tissue donation coordination; and any services requiring next-of-kin authorization beyond transport/transfer.7. Detailed Tasks

7.1 Call Receipt and Dispatch (24/7/365)

• Maintain a single, continuously staffed dispatch point of contact.

• Accept requests only from Government-authorized personnel.

• Acknowledge receipt of a request within 15 minutes and dispatch qualified personnel immediately.

• At call receipt, obtain at minimum: pickup location/unit/room; unit point of contact; destination (if known); identifiers available; and any safety/infection-control precautions provided by the Government.

• Maintain and provide an updated on-call roster (primary/backup numbers) and escalation procedure for after-hours/holidays.

7.2 On-Site Response and Access Coordination

• Coordinate arrival and access with NIH Security/NIH Police and the designated unit point of contact.

• Comply with NIH Clinical Center infection control, safety, and routing instructions (e.g., designated elevators/egress routes to minimize public exposure).

• Ensure personnel wear company identification and comply with NIH access requirements.

• If the unit point of contact is not reachable upon arrival, coordinate with the Nursing Supervisor and/or NIH

Police/Security as directed by the Government.

• Decontaminate/clean the stretcher, reusable equipment, and vehicle surfaces after each transport in accordance with applicable guidance and Government instructions.

7.3 Removal of Decedent

• Remove the decedent from the specified location using appropriate equipment (covered stretcher/cot and containment as required).

• Handle remains with dignity and discretion at all times.

• Confirm Government-provided identifiers and apply a unique case ID for tracking.

• Handle personal effects only when explicitly directed by the Government; do not determine which items to collect.

• If effects are transferred to Contractor custody: inventory items, use sealed/tamper-evident packaging as appropriate, and obtain release/receipt signatures to maintain custody integrity.

7.4 Transportation to Authorized Destination

• Transport remains directly to the authorized destination specified by the Government.

• Maintain secure custody throughout transport with no unauthorized stops (exceptions only for emergencies or direction by authorities).

• Notify the Government immediately if circumstances require deviation (e.g., direction from OCME/law enforcement, road closure, safety).

7.5 Temporary Holding (When ordered)

• Provide secure, temperature-controlled temporary holding at the Contractor’s facility only when ordered/authorized by the Government.

• Maintain controlled access, case tracking, and custody integrity during holding.

• Release remains only to the receiving party authorized by the Government and document release with signatures.

7.6 Chain of Custody and Documentation (Per Case)

For each event, the Contractor shall complete a Removal/Transport Record that includes at minimum:

• Case ID: date/time call received; dispatch time; arrival time; pickup time; delivery time.

• Pickup location (building/unit/room as permitted by NIH).

• Government-provided decedent identifiers (as provided).

• Names/signatures of Contractor personnel.

• NIH releasing official name/signature.

• Destination; receiving official name/signature.

• Inventory/transfer documentation for personal effects (if applicable).

• Notes on delays, deviations, or incidents.

Provide the Removal/Transport Record using a Government-approved template (or a Contractor template approved by the Government) and transmit records via a secure method as directed by the Government. If a correction is needed after signature, annotate the original record with date/initials and maintain an auditable change history (no whiteout or deletion of signed entries).

7.7 Incident Reporting

Notify the COR (or designee) within 1 hour of any significant incident, including:

• Response-time delays beyond performance standards.

• Documentation discrepancies or chain-of-custody issues.

• Loss/damage of personal effects (if applicable).

• Vehicle incident during transport.

• Personnel exposure or safety incident.

Provide a written incident report within 24 hours.

8. Deliverables and Milestones The Contractor shall provide the following deliverables. Unless otherwise directed, deliverables shall be transmitted via a secure method specified by the Government.

Deliverable Frequency / Due Date Content / Minimum Requirements

Removal/Transport Record Per case, transmit within 24 hours of delivery

Complete, signed chain-of-custody record (Section 7.6) and any effects inventory documentation (if applicable).

Incident Notification Within 1 hour of significant incident

Initial notification to COR/designee with incident summary and immediate risk/impact.

Incident Report Within 24 hours of significant incident

Written report describing incident, timeline, impact, and corrective/preventive actions.

Monthly Performance Report By the 5th business day of each month

Counts of events; response metrics; exceptions;

incidents; corrective actions; trends.

Updated Contact Roster Within 2 business days of any change

Current primary/backup dispatch numbers and escalation contacts.

9. Performance Standards and Quality Assurance

9.1 Service Level Standards

Response-time measurements shall be calculated as follows unless otherwise specified by the Government:

• Call acknowledgment: call receipt time to acknowledgment time.

• On-site arrival: dispatch time to on-site arrival time.

• Delivery: pickup time to delivery time.

Performance standards (Bethesda campus unless otherwise specified):

Metric Standard Target (QASP) Allowable Exceptions (documented)

Call acknowledgment Within 15 minutes >=95% of calls Campus lockdown/access restriction;

severe weather; Government-directed delays.

On-site arrival Within 60 minutes of dispatch

>=95% of events Access restrictions; law enforcement/OCME direction; severe weather/road closure.

Delivery (local/NCR) Within 4 hours of pickup (distance/access dependent)

>=95% of events Law enforcement/OCME direction; road closure; emergency response.

Documentation completeness/accuracy

100% complete and accurate records

>=98% meet standard on first submission

Corrections allowed via auditable change history; no alteration of signed entries.

9.2 Quality Assurance Surveillance Plan (QASP) Alignment

The Government may monitor performance using:

• Review of case documentation and signatures.

• Spot checks of response times and coordination with unit staff/security.

• Review of monthly performance reports and trend analysis.

• Corrective action requests for repeated deficiencies.

Zero tolerance: chain-of-custody falsification or unauthorized disclosure of PII/PHI.

10. Acceptance Criteria The Government will accept services when all applicable criteria below are met for each case and required deliverables are submitted on time:

• Remains are removed and transported to the correct Government-authorized destination.

• Chain-of-custody documentation is complete, accurate, and signed at release and receipt.

• Any Government-directed personal effects are inventoried, packaged as required, and reconciled without discrepancy.

• Incidents are reported within required timelines with corrective actions implemented.

• All privacy, security, and NIH access requirements are complied with.

The Government will notify the Contractor of any deficiencies. Unless otherwise directed, the Contractor shall correct and resubmit deficient deliverables within the timeframe specified by the Government.

11. Special Requirements

11.1 Security and Access

• Contractor personnel shall meet NIH security/access requirements, including any required badging, identification, escorting, and background checks as directed by NIH Security.

• Personnel shall comply with NIH Clinical Center policies while on NIH premises, including infection control and safety requirements.

11.2 HHS Privacy Act (System of Records)

• If performance requires the Contractor to design, develop, operate, maintain, or otherwise work with a system of records on individuals (as defined by the Privacy Act, 5 U.S.C. 552a), the Government will identify the applicable System(s) of Records Notice (SORN) and any Government-furnished forms/templates. The Contractor shall comply with all Privacy Act requirements applicable to the identified system(s), including limiting collection/use/disclosure to authorized purposes, restricting access to personnel with a need to know, and flowing down applicable requirements to subcontractors, if any.

• The Contractor shall return all Privacy Act records to the Government at the end of performance, unless the Government directs another disposition in writing. The Contractor shall not retain copies after return/disposition without written Government authorization.

11.3 Confidential Information Controls

• The Contractor shall protect all Government and case-related information, including decedent identifiers, next-of-kin contact information, incident details, and operational/security information, as confidential. The Contractor shall not disclose such information to any third party except as expressly authorized by the Government or required by law.

• The Contractor shall ensure that all personnel (including subcontractors) with access to confidential information are trained on confidentiality obligations and are subject to enforceable non-disclosure obligations.

11.4 Fatality Management Chain-of-Custody and Personal Effects Controls

• The Contractor shall maintain continuous, auditable chain of custody for remains and any Government-directed personal effects from release to receipt. At a minimum, the Contractor shall: (a) assign and apply a unique case ID;

(b) use tamper-evident identification and seals/packaging when effects are transferred to Contractor custody; (c) document every custody transfer with date/time, printed names, and signatures; and (d) reconcile remains and effects at delivery with the receiving official.

• Any discrepancy, loss, damage, seal breach, or suspected mishandling involving remains or effects shall be treated as a significant incident and reported in accordance with Section 7.7. The Contractor shall secure effects under controlled access until transfer to the Government-designated receiving party.

11.5 Occupational Safety and Infection Control

• The Contractor shall comply with applicable OSHA requirements, including 29 CFR 1910.1030 (Bloodborne Pathogens) when occupational exposure may occur. The Contractor shall maintain a written Exposure Control Plan;

provide required training; supply and enforce appropriate PPE use; and maintain procedures for sharps/contaminated material handling, decontamination, and waste management consistent with Government/NIH instructions.

• The Contractor shall follow NIH Clinical Center infection control guidance and any case-specific precautions communicated by the Government (e.g., enhanced precautions for suspected/confirmed high-consequence pathogens). Any personnel exposure, contamination event, or safety incident shall be reported to the COR (or designee) within 1 hour and documented in a written report within 24 hours.

11.6 Section 508

• If deliverables include electronic content intended for Government use beyond routine case records (e.g., reports, templates, dashboards), such deliverables shall be provided in an accessible format consistent with Section 508 requirements, as applicable.

12. Government-Furnished Property/Information and Government Support

12.1 Government-Furnished Information (GFI)

The Government will provide, as applicable:

• Points of contact (CO, COR, Nursing Supervisor and operational call list).

• Site access instructions and NIH security procedures.

• Authorized destination instructions per case.

• Applicable NIH Clinical Center safety and infection control guidance relevant to each case/event.

• Government-approved documentation template(s), if provided.

12.2 Government-Furnished Property (GFP)

• No Government-Furnished Property is anticipated. If GFP is provided, it will be identified in the contract/task order with custody and return requirements.

13. Contractor Qualifications and Resources Contractor personnel shall:

• Have documented experience in removal and transport of human remains.

• Be trained in standard precautions and infection control.

• Demonstrate professional conduct and sensitivity in clinical environments.

• Maintain all required business licenses/permits to perform removal/transport services and operate vehicles in applicable jurisdictions.

The Contractor shall maintain insurance at levels required by the contract/task order (e.g., automobile liability, general liability, and workers’ compensation) and provide proof upon request.

The Contractor shall use an enclosed, secure vehicle suitable for transport of remains; maintain equipment in sanitary condition; and ensure no unauthorized passengers or stops occur during transport except for emergencies or as directed by authorities.

14. Contract Administration The Contracting Officer (CO) is the only individual authorized to modify the contract/task order. The Contracting Officer’s Representative (COR) will serve as the technical point of contact for performance monitoring and acceptance.