Attachment A - Statement of Work (SOW).pdf

Statement of Work (SOW) Maternal Mental Health Hotline

August 10, 2021

I. Background

The U.S. suffers from one of the highest maternal death rates in the developed world, with suicide and drug overdose being the leading causes of death during the first year postpartum.1 Maternal mental health conditions – specifically anxiety and depression, along with other behavioral health conditions such as bipolar illness and substance use disorder – are the most common complications of pregnancy and childbirth, affecting as many as 1 in 5 women or 800,000 women each year in the United States.2 To help address these issues, Congress, through the FY 2021 Omnibus and COVID Relief and Response Act (P.L. 116-260), directed the Health Resources and Services Administration (HRSA) to “contract with a qualified entity to establish and maintain a maternal mental health hotline to be staffed by qualified counselors, 24 hours a day. Funding may also be used for outreach to raise awareness about maternal mental health issues and the hotline.”

II. Purpose

The purpose of this requirement is to provide a national, confidential maternal mental health hotline (“hotline”) to be staffed by qualified counselors, 24 hours a day, 7 days a week, 365 days a year. Counselors shall provide immediate psychosocial support, evidence-based information, brief intervention, resources and referrals via telephone, text and live web chat, to pregnant or postpartum persons experiencing symptoms of perinatal mental health conditions and their support persons/loved ones (“help seekers”).

III. Period of Performance/Place of Performance

The period of performance is a base period of 12 months plus one (1) 12-month option period.

The primary place of performance is off-site.

IV. Tasks

Task 1. Host Kickoff Meeting The Contractor shall:

1.1 Meet with the Contracting Officer Representative (COR) and other staff identified by the COR for a virtual kickoff meeting within fifteen (15) business days from the Effective Date of the Contract (EDOC). This meeting shall be to review the statement of work (SOW), discuss the deliverables and the schedule/timeline, outline reporting procedures, obtain relevant background information, and identify any items in the SOW

1 https://pubmed.ncbi.nlm.nih.gov/31173749/ 2 American College of Obstetricians and Gynecologists 2018 committee opinion. No. 757, Screening for Perinatal Depression.

https://pubmed.ncbi.nlm.nih.gov/31173749/ that require further clarification. Present the strategic marketing plan and brand strategy. Fedramp Virtual Meeting solutions shall be used.

1.2 Electronically submit a draft agenda and supporting documents three business (3) days prior to the kickoff meeting. Electronically submit a final agenda and supporting documents that incorporates COR feedback prior to the kickoff meeting.

1.3 Electronically submit the kickoff meeting minutes to the COR, seven business (7) days after the kickoff meeting.

Task 2. Host Project Management Meetings

2.1 Convene bi-weekly (every 2 weeks) conference calls with the COR and other staff identified by the COR, beginning the week after the kickoff meeting. The Contractor shall develop an agenda for the conference calls and email the agenda to the COR, one

(1) business day prior to the bi-weekly (every 2 weeks) conference call. The purpose of the calls shall be to address the following items:

• Status, with dates of delivery, on current tasks and deliverables

• Challenges/problems encountered or expected

• Review of key performance indicators and strategies to meet established targets

• Planned tasks, upcoming meetings and deliverables, and

• Any other issues requiring clarification or discussion.

2.2 Submit to the COR, two (2) business days after the meetings, brief and concise meeting minutes listing agreements reached and any action items (2 pages or less).

Task 3. Hotline Telecommunications Service

3.1 Provide the capability for help seekers to contact the hotline via text (SMS, short message service) and live web chat using a system that is integrated with the HRSA-owned dedicated toll-free telephone number. Calls, texts and web chats must be accessible from any location in the U.S. and U.S. territories. Provide access to help seekers who are deaf or hard of hearing. HRSA will only provide the toll-free service number that will be pointed to the Contractor-owned or subscribed telecommunication system/service.

3.2 Provide the necessary infrastructure services and capacity to operate and maintain the telephone, text (SMS, short message service), and web chat hotline and all necessary operations 24 hours a day, 7 days a week, 365 days a year. All hotline systems shall be operational and publicly available within four (4) months after contract award. This includes providing the following services:

3.2.1 the hub from which the telecommunications and computer technology platforms and workforce management/scheduling software systems are, or will be, employed to establish and support the hotline operations. This includes all specific systems and networks to support overall project administration, hotline management and operations: workforce management; quality management; resource and referral directory and functions; technology management; monitoring, data reporting and communications; and financial management.

3.2.2 all management functions (workforce management; quality management;

technology management; reporting and communications; and financial management); resource and referral directory and functions, monitoring and reporting functions, and overall project administration and quality control;

3.2.3 use of commercial off-the shelf (COTS) contact management software, digital services3, and industry best practices to triage, route, and respond to calls, texts and web chats in real-time;

3.2.4 the capability for counselors to provide immediate warm transfers to an appropriate crisis line, for a help seeker in crisis, such as someone who is suicidal, at risk for or experiencing intimate partner violence, or has overdosed. The Contractor shall secure formal arrangements (e.g., letters of intent, memoranda of agreement or understanding), and include in the proposal, for warm transfers with national crisis lines including the National Suicide Prevention Lifeline, the Disaster Distress Hotline, and the National Domestic Violence Hotline.

3.3 Establish the organizational capacity to handle a nationwide demand for services, to provide high-quality responses to callers, texters, and web chatters, and to operate without interruption. In particular, the Contractor shall have the capacity to respond to the anticipated demand (estimated to be an average of 1,500 contacts per month or almost 18,000 contacts per year); and respond to surges for services, e.g., in response to national media coverage (e.g., May is Mental Health Month). The Contractor shall have contingency plans to manage operations in the event of downed networks, natural disasters or public emergency, with a sufficient level of well-trained counselors and reliable, efficient technology services.

3.4 In the event of connectivity or routing issues that occur without notice and which disrupt the hotline service in any given state or territory, the contractor shall contact the appropriate carrier Account Representative and the COR via telephone immediately.

3.5 Provide experience and expertise with a similar project and recognized expertise providing psychosocial support, evidence-based information, and resources and referrals to individuals experiencing symptoms of perinatal mental health conditions and their support persons/loved ones.

3.6 Submit to the COR any proposed changes to the hotline, text, and web chat networking systems prior to implementation of modifications.

3 The term ‘digital services’ means services, resources, information, support, or referrals provided through electronic communications platforms and media, which may include mobile phone technology, video technology, computer technology (including use of the internet), and any other emerging communications technologies that are appropriate for the purposes of providing services, resources, information, support, or referrals for the benefit of pregnant or postpartum persons experiencing symptoms of perinatal mental health conditions and their support persons/loved ones (“help seekers”).

Task 4. Staffing and Training Requirements

4.1 Recruit, employ, orient, train (including technology training), and supervise all necessary personnel, to support the hotline operations. All staff must possess the educational qualifications, experience, and personal characteristics needed for effective performance of the specific duties assigned. Key personnel for this contract shall be the:

• Project Director

• Hotline Service Manager

• Data Management/Quality Improvement Specialist

• Communications/Marketing Specialist

4.2 Ensure that trained qualified counselors are available twenty-four (24) hours a day, 7 days a week, and 365 days a year to respond to callers, texters and web chatters, to the hotline. Specifically, counselors shall provide immediate psychosocial support, evidence-based information, brief intervention, and resources and referrals for treatment and recovery support services to pregnant and postpartum persons and their support persons/loved ones. Counselors shall reflect the diversity of populations that will engage in hotline services across the U.S. including racial, ethnic, age, gender, gender identity, and geographical diversity.

4.3 Provide hotline services in both English and Spanish at minimum, and the Contractor shall have access to interpreter services to provide services in other languages.

4.4 Recruit and employ qualified counselors with these minimum qualifications, unless waived by the COR in specific situations. Counselors:

• Shall have and maintain a current state license or state certification, to practice as a counselor in the state where they are physically located. They must have adequate knowledge of the state laws governing mental health issues and clinical practice for the population they are serving. If such licensure/certification is not available in that state, the individual shall hold appropriate certification from a recognized national certification organization or board.

• Shall have, or be working toward, documented specialized training or Certification in Perinatal Mental Health. Counselors shall possess the depth and breadth of expertise, and a nuanced understanding, of mental health conditions that specifically affect pregnant and postpartum people. This must include expertise in identifying signs, symptoms, causes, risk factors, and evidence-based treatment and recovery support services for pregnant and postpartum people.

• Shall have or be covered by professional liability insurance coverage of at least $1,000,000 per occurrence; $3,000,000 aggregate.

• Qualified counselors may include an array of the following professionals:

o Certified peer support specialists who have lived experience with a perinatal mental health condition, and who have a current state certification or appropriate certification from a recognized national certification organization or board.

o Licensed health care professionals who work in maternal and child health, such as nurses, nurse midwives, physicians, pediatricians, psychiatrists, or certified doulas or childbirth educators.

o Licensed mental health clinicians, such as professional counselors, social workers, psychologists, psychotherapists, or marriage and family therapists.

4.5 Ensure that clinical supervision and consultation is available (24 hours a day). Clinical supervision/consultation is used to ensure that adequate knowledge of state laws is appropriately integrated into the delivery of hotline services; and available for addressing complex clinical needs of help seekers, and secondary stress/reactions of counselors.

4.6 Develop and maintain ongoing standardized orientation and training for counselors to ensure that help seekers receive high-quality, culturally and linguistically responsive hotline services. This shall include, but is not limited to, best practices in telephone, text, and web chat counseling, including help seeker privacy and safety issues; best practices in equity, diversity and inclusion, such that counselors can effectively and empathetically handle the anticipated wide diversity of help seekers and how they may vary in their presentation of struggle/conflict/trauma and help seeking behaviors; use of the telecommunications, technology, and resource and referral directory and systems, including the ability to do immediate warm transfers to an appropriate crisis line, for a help seeker in crisis, such as someone who is suicidal, at risk for or experiencing intimate partner violence, or has overdosed; and providing trauma-informed support.

4.6.1 The Contractor shall ensure that counselors performing phone, text or chat counseling have specialized experience and training in phone, text or chat counseling.

4.6.2 The Contractor shall provide the specialized training or Certification in Perinatal Mental Health, if not already possessed by the counselor.

4.7 Require and verify that each counselor has and maintains professional liability insurance of a minimum of $1,000,000 per occurrence; $3,000,000 aggregate.

4.8 Provide the COR via electronic file within four (4) months after contract award, and quarterly within fifteen (15) days after the period being reported, and as requested by the COR: an Excel spreadsheet list of all counselors to include counselor name, degree, license status, status of specialized training or certification in perinatal mental health, full business address, land and cell phone and fax numbers, email address, and the expiration dates for professional license(s) and professional liability insurance.

4.9 Submit copies of each counselor’s resume, license/certification, and proof of malpractice insurance, as well as a summary of the findings of a background check in accordance with the Contractor’s company policy.

4.10 Develop and maintain ongoing standardized orientation and training to ensure that all personnel working under this contract have the information and skills needed to effectively perform their duties. This includes, but is not limited to, the relationship to service provision; use of the telecommunications and information system; a workplace where diversity is respected and equity and inclusion are valued; and interactions between and among staff and help seekers occur through the lens of trauma-informed and equitable practices and policies.

4.11 Submit via electronic mail to the COR for approval, the written plan, topics, timelines and curricula for all standardized staff orientation and training by thirty (30) days after the award of this contract.

Task 5. Resource and Referral Directory

5.1 Develop, or if existing, update and maintain an online and continuously updated comprehensive, searchable, multi-lingual, up-to-date, nationwide, state-by-state, and U.S. territories resource and referral directory to ensure that hotline counselors can effectively refer pregnant and postpartum callers or their support persons/loved ones, to local resources, services and supports, or those available by telehealth. Having this directory online also allows the public a “self-service” option for identifying resources.

5.2 Ensure that referrals shall be offered in the help seeker’s local area or through telehealth or virtual supports, taking into account the help seeker’s financial means and available health insurance; and preferences for age, gender, and/or ethnic and language-specific resources, whenever possible.

5.3 Ensure the capacity for counselors to provide immediate warm transfers to an appropriate crisis line, for a help seeker in crisis, such as someone who is suicidal, at risk for, or experiencing, intimate partner violence, or has overdosed.

5.4 Establish and ensure effective communication with other national, state and local resource and referral networks, to the extent possible, in order to maintain, extend and continuously update the Contractor’s existing resource and referral directory. This shall include engagement with the National Hotline Consortium, to facilitate communication and coordination among national hotline providers, and to remain informed of best practices, innovations, cutting-edge research and trends in the industry.

5.5 Provide the following resource and referral provider source types at a minimum:

• licensed perinatal mental health professionals such as licensed counselors, psychotherapists, psychologists, social workers, marriage and family therapists, substance use counselors or treatment programs, psychiatric and/or addiction psychiatry providers, especially any reproductive psychiatrists; childbirth professionals, including childbirth educators, birth and postpartum doulas, and lactation consultants; providers offering tele-behavioral health services; in-person or virtual support groups; and other maternal peer support services.

5.6 Revise and update resource and referral service providers on a rolling basis to ensure services are still available and appropriate.

5.7 Provide to the COR a list of provider/service referral source types and amounts (e.g., number of therapists) thirty (30) days after award.

Task 6. Establish Online Presence to Expand the Hotline Outreach

The Contractor shall establish online presence by using a COTS content management system to organize, maintain, and add content dynamically to a website. The Contractor is only expected to configure the COTS system to serve the intended purpose and refrain from developing any custom software code without HRSA’s prior approval. The Contractor shall:

6.1 Use a HRSA.gov domain URL [sitename.hrsa.gov]. The Contractor shall coordinate with HRSA’s Office of Information Technology for security and 508 review, and with HRSA’s Office of Communications for final content review and clearance. The contractor must:

• Adhere to 21st Century Integrated Digital Experience Act (IDEA)

• Write all content in plain language

• Employ user-centered design to ensure usability.

6.2 Provide and maintain an online presence, i.e., an existing website, with a live web chat feature, that directs people to the hotline telephone and text numbers, and offers culturally and linguistically appropriate information about maternal mental health conditions, and links to existing evidence-based information, resources and formal and informal supports. Topics to cover on the website using culturally and linguistically appropriate information, include:

• What is perinatal depression and its prevalence;

• What are perinatal mood and anxiety disorders and how common are they;

• What are the risk factors for perinatal mood disorders, including discussion of intersecting issues impacting maternal mental health and contributing to maternal mortality, such as experiencing racism, intimate partner violence, and other social determinants of health;

• Signs and symptoms of mental health conditions during pregnancy and postpartum, including:

o depression, anxiety, obsessive compulsive disorder, postpartum post-traumatic stress disorder, bipolar mood disorder, and postpartum psychosis;

• Listing of effective treatments and supports, including how doulas can help improve positive birth outcomes;

• Encouragement to call, text or chat the hotline;

• Directions on who to call in an emergency or crisis situation;

• Frequently Asked Questions (FAQs) based on common help seeker questions.

6.3 Establish and maintain an online presence that uses inviting images of pregnant and postpartum people and their families/support persons that reflect U.S. diversity such as Black, Indigenous, LatinX, Asian American, Pacific Islanders and other families of color; lesbian, gay, bisexual, transgender, and queer (LGBTQ+) families; and families representing geographical diversity (i.e., rural, suburban, urban areas).

6.4 Provide all necessary personnel, infrastructure, and technical support to operate, and maintain this website and the live web chat platform. The Website must be compliant with Section 508 of the Rehabilitation Act of 1973, as Amended 29 U.S.C. 794 (d).

6.5 Ensure the website and live web chat is optimized for mobile devices and for conducting social media outreach.

6.6 Submit final website design and content for COR approval within thirty (30) days after contract award.

6.7 Request COR approval before adding any new links related to the hotline service. The

Contractor must continuously monitor website links to ensure they are operational, trustworthy, and appropriately linked from the Contractor’s website.

Task 7. Communications and Marketing

7.1 Develop and execute a culturally and linguistically appropriate, strategic marketing plan, and brand strategy (logo and tagline), to publicize the hotline service and de-stigmatize its use, to pregnant and postpartum people of diverse backgrounds/communities, their support persons/loved ones, and health and human service providers that interact with pregnant people and new parents (i.e., maternity care and pediatric providers, other human services and early childhood providers), to increase referrals to the hotline.

7.1.1 Incorporate COR feedback within the final strategic marketing plan and brand strategy that is submitted to the COR within thirty (30) days of the kickoff meeting.

7.2 Promote the hotline through appropriate social media sites and networks aimed at pregnant people and new parents. This shall include Black, Indigenous, LatinX, Asian American, Pacific Islanders and other families of color online communities and Spanish-language sites, at a minimum. Promote the hotline through primary care provider networks, birthing center and maternity care hospital networks, community health centers and tribal clinics, childbirth educators, birth and postpartum doulas, lactation consultants, professional health care and mental health care provider associations, and other federally funded programs serving pregnant people and new parents, especially in rural areas. HRSA will assist the Contractor with making these connections to federal programs and various state and national-level organizations to promote the hotline via listservs, newsletters, and some social media channels.

Federally funded programs serving this population shall include but are not limited to:

• HRSA’s Healthy Start program, the Maternal, Infant and Early Childhood Home Visiting (MIECHV) program, the Title V Maternal and Child Health Services Block Grant, and Community Health Centers; Administration for Children and Families programs such as Early Head Start, Head Start, Tribal MIECHV, and Temporary Assistance for Needy Families; Indian Health Services’ Maternal and Child Health program; Centers for Disease Control and Prevention Division of Reproductive Health initiatives; and the U.S.

Department of Agriculture’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)).

• The contractor shall leverage existing HRSA social media channels.

7.3 Provide promotional posters to be distributed to health, human and social service providers, and religious and civic institutions, to increase utilization and awareness of the hotline among pregnant and postpartum people and providers. The Contractor shall submit to COR the draft poster design(s) within six (6) months after contract award.

7.4 Submit for COR approval the final poster design(s) within seven (7) days after COR review.

Task 8. Policies, Procedures, Protocols

8.1 Establish and ensure policies, procedures and protocols are in place for all hotline systems, operations, resource and referral directory and systems, and personnel.

The Contractor shall submit via electronic mail all final written policies, procedures and protocols to the COR within forty-five (45) days after award of the contract. Policies, procedures and protocols shall include:

8.1.1 Standard Operating Procedures for all hotline business operations and functions. This shall include at a minimum,

• Policies, procedures and protocols for ensuring reliable and effective administrative, technology, communication, data collection and reporting, quality improvement, financial management operations function 24 hours a day, 7 days a week, 365 days a year.

• Policies explicitly defining telephone, text and web chat access procedures and system back-up procedures.

• Policies and procedures for the training, coaching and supervising of counselors.

• Policies and procedures for addressing and resolving inappropriate staff engagement/handling of help seekers.

8.1.2 Standard Operating Procedures for Counselors. In addition to being oriented and trained on how to use the telecommunications, technology, and resource and referral directory and systems to ensure efficient response to help seekers (i.e., hotline operations), counselors must also be oriented and trained on standards for:

• The Counselor requirements under this Contract: help seeker engagement; provision of psychosocial support, brief intervention, evidence-based information, resources and referrals.

• Additional topics, at a minimum, must include best practices in telephone, text, and web chat counseling, including help seeker privacy and safety issues; best practices in equity, diversity and inclusion, such that counselors can effectively and empathetically handle the anticipated wide diversity of help seekers and how they may vary in their presentation of struggle/conflict/trauma and help seeking behaviors; an emergency response protocol to assist help seekers in immediate crisis and the ability to do immediate warm transfers to an appropriate crisis line, for a help seeker in crisis, such as someone who is suicidal, at risk for, or experiencing, intimate partner violence, or has overdosed; and providing trauma-informed support.

The Contractor shall ensure that counselors performing phone, text or chat counseling have specialized experience and training in phone, text or chat counseling.

The Contractor shall provide specialized training or Certification in Perinatal Mental Health, if not already possessed by the counselor

8.1.3 Orientation and Training

• All staff and personnel shall be oriented and trained on Standard

Operating Procedures, as per their job requirements as Counselors or staff providing all other hotline business operations and functions.

8.1.4 Surge Capacity

• Develop and maintain procedures to handle sudden large unanticipated increases in calls, texts, and web chats. Ensure the capacity to respond to surges in demand for hotline services and identify strategies to address contingencies, such as in response to national media coverage (e.g., May is Mental Health Month), national disasters or public emergencies, while ensuring uninterrupted service in systems and staffing plans.

• Use recorded messages only when absolutely necessary.

8.1.5 Emergencies

• Develop and maintain a comprehensive disaster preparedness and disaster recovery plan that includes contingencies for continuity of services, in the event of downed networks, natural disasters or public emergencies. Key personnel or their back-ups are expected to be available by mobile phone 24 hours a day, seven days a week for response coordination and oversight to continuity of operations during emergencies.

8.1.6 Follow-up with help seekers

• Establish policies and procedures for when, and under what circumstances, follow-up contact with help seekers is required.

Follow-up is not required for routine cases, or in cases of intimate partner violence where privacy and confidentiality are critical to help-seeking measures for victims.

8.2 Review all policies, procedures and protocols annually to identify any need for updates or revisions.

Task 9. Data Collection, Quality Improvement, and Reports

While collecting the data, the Contractor shall use industry best practice, defense-in-depth security4 and privacy controls to safeguard the confidentiality, integrity, and availability of systems and data based on applicable National Institute of Standards and Technology (NIST) standards. For the purposes of this contract, the Contractor is assumed to own and manage the data collected. For the purposes of quality control, hotline operational improvements, and capacity management, only extracted de-identified datasets shall be periodically submitted to HRSA. Specifically, the Contractor shall:

9.1 Provide to the COR a Monthly Data Report, by the fifteenth (15th) of each month, to manage, monitor and enhance hotline, text, website, and web chat operations. This shall include data; monthly and once available, annual trend data; analysis and findings of required key performance indicators, utilization metrics, and continuous quality improvement. The monthly report shall also include any changes in key personnel.

9.2 Use monthly data reports to analyze and maximize workforce management; quality management; technology management; reporting and communications; and financial management. The Contractor shall also collect and report on basic de-identified help seeker demographics that includes:

• Age; race/ethnicity; gender identity; geographic location (i.e., rural/urban/suburban);

The Contractor shall also collect and report on other utilization metrics monthly that include at a minimum:

• State/Territory from which call, text, web chat was received

• Help seeker type, i.e., if the help seeker was pregnant or postpartum (“calling for self-pregnant” “calling for self-postpartum”) or the support person/loved one (or “calling for someone else”)

• Types of ancillary needs identified by the help seeker (e.g., not a primary need for mental health services, but rather needs related to housing, food insecurity, employment, personal safety, child care, transportation, and education).

• How the help seeker heard about the hotline (e.g., internet/search engine, social media, media, medical/health, word of mouth, social/human services, other).

• Help seeker satisfaction with hotline service; whether the help seeker is a first-time or repeat user; and if a repeat user, approximately how many previous contacts and with which hotline service (i.e., telephone, text, web chat).

4 Defense in Depth (DiD) refers to an information security approach in which a series of security mechanisms and controls are thoughtfully layered throughout a computer network/system to protect the confidentiality, integrity, and availability of the network/system and the data within.

9.3 Ensure continuous operations of the telephone, text, and web chat networks through ongoing evaluation of operating systems, including review of all data and real-time monitoring. In addition, ensure that policies and procedures that address responding to any disruption of operations and providing information to the COR are in place.

9.4 Define key performance indicators and provide monthly data and analytic reports to the COR on at least the following key performance indicators for telephone calls, texts and web chats received by the hotline:

• Call, text and web chat volume: daily, half-hourly (30 minute intervals), and monthly metrics

• Abandoned calls, texts, web chats, i.e. number of dropped calls/texts/chats

• Average abandonment rates

• Average speed of answer, i.e., wait times for calls, texts, web chats to be answered; The Contractor shall track and identify a baseline, and identify strategies for decreasing the wait time.

• Service level, i.e., defined as the percent of calls, texts or web chats answered by a counselor within a certain wait threshold (e.g., X% of calls answered in Y seconds or less). The Contractor shall track and identify a baseline, and identify strategies for improving the service level.

• Average call handling time, Average text handling time, Average web chat handling time; i.e., includes talk, text or chat time plus after-call documentation

• Average talk time, Average Text time, Average chat time; i.e., duration of time spent speaking, texting, or chatting with help seeker

• Incoming call, text, and chat patterns

• Occupancy rate, i.e., the percentage of time that counselors are performing work-related duties (i.e., talking, texting, or chatting with help seekers, performing after-call work such as documentation, updating databases, sending emails, etc.) vs. the total time that they are logged in. A reasonable target is between 65% and 80%.

• Number of calls, texts, and chats received from each State/territory per month

• Number of calls, texts, and chats received from the pregnant or postpartum person (“calling for self”) per month

• Number of calls, texts and chats received by help seeker type per month; (e.g., pregnant or postpartum person (“calling for self-pregnant” “calling for self-postpartum”), support person/loved one (“calling for someone else”)

• Number and average number of help seekers who received a warm transfer to a crisis line, and to which crisis line, by day and by month

• Number and average number of follow up calls made

• Number of unique hits/visits to the hotline website; and which pages are the most frequently visited.

9.5 Develop and implement a continuous quality improvement plan which shall be submitted with the monthly report. The COR will provide comments and/or recommendations on this plan at the monthly project management meetings. The Contractor shall integrate those comments to inform the monthly and final reports.

9.6 Develop an Evaluation Plan that assesses the hotline’s processes, outcomes, outreach, and education, annually. The plan should highlight hotline goals, clarify measurable objectives, and link hotline activities with intended outcomes. The evaluation framework and methods section of the plan should include key stakeholder involvement (e.g., stakeholder workgroup) representing diverse help seekers/users of the hotline, health care stakeholders and others. The evaluation plan should include a communication and dissemination plan to share lessons learned with a variety of stakeholders; stakeholders to be determined in conjunction with the COR.

9.6.1 Submit to the COR, a draft annual evaluation plan within six (6) months after contract award.

9.6.2 Submit to the COR, the draft Annual Evalution Report forty-five (45) days prior to the end of the contract. The Annual Evaluation Report should:

• address the goals and objectives of the Evaluation Plan, to include achievements made regarding hotline goals, objectives, and link hotline activities with intended outcomes.

• include a discussion of key stakeholder involvement (e.g., stakeholder workgroup) and how that is leveraged for users of the hotline, health care stakeholders and others.

• inlcude analysis, interpretation, and implications of the findings for futher program implementation and adaptation.

9.6.3 Submit to the COR the final evaluation report fourteen (14) days prior to the end of the contract.

9.7 Be prepared to respond to ad hoc reporting requests. The COR may intermittently require ad hoc reports, e.g., a unique inquiry or analysis of data. In the event this need arises, the COR will define the needs, and the Contractor shall be expected to produce the requested report within three (3) business days.

Task 10. Annual and Final Reports

10.1 Submit to the COR a draft Annual Impact Report forty-five (45) days before the end of the contract year. The Annual Impact Report shall be comprised of the Annual Evaluation Report, as requested in Task 9.7 and subtasks, and if not already covered in the Evaluation Report, the Impact Report shall include, for all tasks in the contract—including workforce management; quality management; technology management; reporting and communications; and financial management— project successes, challenges, promising practices, lessons learned, trend data and analysis of all key performance indicators of hotline services for the year.

10.2 Submit to the COR a Final Annual Impact Report fourteen (14) days prior to the end of the contract year.

Task 11: End of Year Meeting

11.1 Within 30 days prior to the end of the contract year, provide a virtual two (2)-hour briefing, with slides, for the COR and other persons identified by the COR, to present the major findings from the year. In the briefing, the Contractor shall summarize progress achieved, problems encountered and their resolution, activities and/or findings to date, preliminary recommendations, and activities planned for the coming contract year. The briefing shall focus on highlights and major findings across the project. Standard reporting requirements apply. The briefing shall highlight and complement what the Contractor includes in the Annual Impact Report, which includes the Annual Evaluation Report. (See Task 10. Annual and Final Reports).

11.2 Deliver briefing slides to the COR for review five (5) business days prior to the virtual two (2)-hour briefing.

Task 12. Federal Records Management

12.1 The Contractor shall manage and maintain Federal records, including electronic records, ensuing from this contract in accordance with all applicable records management laws and regulations, including but not limited to the Federal Records Act (44 U.S.C. Chapters. 21, 29, 31, 33); 36 CFR § 1236.20 What are appropriate recordkeeping systems for electronic records? & 1236.22 What are the additional requirements for managing electronic mail records? (http://www.ecfr.gov/cgi-bin/text-idx?rgn=div5&node=36:3.0.10.2.25); NARA Bulletin 2013-02, August 29, 2013, Guidance on a New Approach to Managing Email Records (https://www.archives.gov/records-mgmt/bulletins/2013/2013-02.html); and NARA Bulletin 2010-05 September 08, 2010 (http://www.archives.gov/records-mgmt/bulletins/2010/2010-05.html), Guidance on Managing Records in Cloud Computing Environments.

Managing the records includes, maintaining records to retain functionality and integrity throughout the records' full lifecycle including: (1) maintenance of links between records and metadata, and (2) categorization of records to manage retention and disposal, either through transfer of permanent records to NARA or deletion of temporary records in accordance with NARA-approved retention schedules.

12.2 Records Management Training:

The contractor (and/or subcontractor) shall ensure that all employees having access to

(1) Federal information or a Federal information system, or (2) personally identifiable information (PII), complete the HHS Records Management Training before performing work under this contract, and thereafter completing the annual refresher course during the life of the contract. The training is located at https://humancapital.learning.hhs.gov/courses/2020recordsmanagement/01_index.html.

At the end of the Records Management training, the “Congratulations" slide is considered your certificate of completion. Please send the completion certificates to the Contracting Officer Representative (COR) of the contract. The listing of completed training shall be included in the first progress report. Any revisions to this listing as a http://www.ecfr.gov/cgi-bin/text-idx?rgn=div5&node=36:3.0.10.2.25 http://www.ecfr.gov/cgi-bin/text-idx?rgn=div5&node=36:3.0.10.2.25 https://www.archives.gov/records-mgmt/bulletins/2013/2013-02.html http://www.archives.gov/records-mgmt/bulletins/2010/2010-05.html http://www.archives.gov/records-mgmt/bulletins/2010/2010-05.html https://humancapital.learning.hhs.gov/courses/2020recordsmanagement/01_index.html result of staffing changes shall be submitted with next required progress report.

Optional Tasks – The following task shall be exercise once during the period of performance.

Optional Task 1 – Web-based Content Expand online web-based content by four (4) topics identified through analysis of utilization metrics (Task 9.2) and key performance indicators (Task 9.4), related to help seekers’ reported unmet needs. Expanded content shall build out information such as culturally and linguistically appropriate resources and formal and informal supports, and evidence-based information about maternal mental health conditions. This task shall answer the question: what other information would I (as a help seeker) like to be able to access online without contacting the hotline via telephone, text or chat? As described in Task 6: Establish Online Presence to Expand the Hotline Outreach, ensure the website is optimized for mobile devices and related investments for social media outreach.

Optional Task 2 – Communications and Marketing Expand promotion of the hotline service and messaging to de-stigmatize its use, to three (3) new target populations identified through analysis of utilization metrics (Task 9.2) and key performance indicators (Task 9.4). Specifically, analyze the utilization metric in Task 9.2, “How the help seeker heard about the hotline” to identify populations of service providers and/or help seekers in target markets that the hotline is currently not reaching. As described in Task 7:

Communications and Marketing, the Contractor shall promote the hotline through appropriate social media sites and networks of the new target populations. This shall include providing promotional posters to be distributed to the three (3) new target populations.

Optional Task 3 – Digital Services Expand the hotline’s electronic communications platforms and media by one (1) new technology to increase access to digital services for help seekers that the hotline is currently not reaching.

The Contractor shall determine the new technology to purchase, and integrate in the existing hotline system, based on an analysis of utilization metrics (Task 9.2) and key performance indicators (Task 9.4), and emerging industry best practices.

3.1 The Contractor shall deliver to the COR a written proposal of purchase, implementation and how the new technology will be integrated into the existing hotline system.

3.2 The Contractor shall provide to the COR a virtual demonstration of proposed new technology.

New technologies may include mobile phone technology, video technology, computer technology (including use of the internet), and any other emerging communications technologies that are appropriate for the purposes of providing services, resources, information, support, or referrals for the benefit of pregnant or postpartum persons experiencing symptoms of perinatal mental health conditions and their support persons/loved ones (“help seekers”).

Optional Task 4 – Counselor Training

Provide 4 (four) trainings to hotline counselors: who are working toward their specialized training or certification in perinatal mental health; on broadening their knowledge of, and ability to, refer help seekers to ancillary services outside of direct behavioral health services and supports (e.g., domestic violence, housing, job training, etc.); and additional training on how to provide culturally and linguistically appropriate trauma-informed support to help seekers. The Contractor shall determine the exact training topics, based on hotline service data used to analyze and maximize workforce management; quality management; quality improvement; technology management; and reporting and communications, as required in Task 9: Data Collection, Quality Improvement, and Reports.

Optional Task 5 – Presentations - This task may be exercised up to three (3) times during the Base and each Option Year.

Provide a virtual one (1)-hour presentation with slides, at a meeting or conference as determined by the COR, to present the major findings from the year. In the presentation, the Contractor shall summarize progress, activities and/or findings to date, lessons learned, utilization data and key performance metrics, as identified by the COR, and activities planned for the coming contract year. The presentation shall focus on highlights and major findings across the project. Standard reporting requirements apply. The presentation and slides shall highlight and complement what the Contractor includes in the Annual Impact Report. (See Task 10. Annual and Final Reports).

Optional Task 6 – Hotline Transition Plan

6.1 The contractor shall provide, no later than 90 days prior to the end of the final performance period, copies of plans for the transfer of the project (continuity of the hotline operations) should a new contractor be selected.

6.2 If necessary, the contractor shall initiate transition activities 60 days prior to the expiration of the contract. These activities include providing complete documentation and all materials and the transfer of all materials developed and data acquired with contract funds, or under the contractors control as Government Furnished Property. Materials shall be turned over to the COR.

V. Milestones and Schedule of Deliverables

Section 508 Language for Solicitations and Contracts with Information and Communications Technology (ICT)

The contractor shall ensure all products and services delivered under this contract are compliant with Section 508 in accordance with the Health and Human Services Acquisition Regulation (HHSAR). These Section 508 Standards were issued by the United States Access Board (https://www.access-board.gov/) and published in the Federal Register, on January 18, 2017, as the final rule (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule). The final rule updates the Section 508 Standards along with accessibility guidelines for telecommunication products and equipment covered by section 255 of the Communications Act.

https://www.access-board.gov/ https://www.access-board.gov/ https://www.access-board.gov/ https://sharepoint.hrsa.gov/oo/oit/dcppm/Pages/final%20rule https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule

The Section 508 Standards applicable to this contract are:

Section 508 Standards and Guidelines (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines)

• Web Content Accessibility Guidelines (WCAG) 2.0 o Success Criteria, Level A and AA

• Chapter 3: Functional Performance Criteria (FPC)

• Chapter 4: Hardware (If Applicable)

• Chapter 5: Software

• Chapter 6: Support Documentation and Services

Section 508 requires that all external public facing content and non-public facing official agency communications be accessible. Regardless of format, all digital content or communications materials produced as deliverables under this contract must conform to applicable Section 508 standards to allow federal employees and members of the public with disabilities to access information that is comparable to information provided to persons without disabilities.

The contractor shall complete and submit the applicable HHS Section 508 Accessibility Compliance Checklist per Section 508 deliverable. The checklist will serve as an artifact declaration of the Section 508 deliverable's compliance. Remediation of any Section 508 deliverables that do not comply with the applicable requirements as set forth below shall be the contractor's responsibility. HHS guidance and checklists regarding accessibility of documents can be found at https://www.hhs.gov/web/section-508/accessibility-checklists/index.html.

The HHS Section 508 Product Assessment Template (PAT) that is referenced above in 352.239-73 Electronic Information and Technology Accessibility Notice, Paragraph (c), has been replaced with the Voluntary Product Accessibility Template Version (VPAT) 2.1 or later, and is considered to meet HHS PAT requirement. The new form can be downloaded from https://www.itic.org/policy/accessibility/vpat.

NOTE: ICT vs. EIT Procurement documentation from HHS or other agencies may contain references to "EIT" (Electronic and Information Technology) and "ICT" (Information and Communications Technology). HHS considers these terms to be interchangeable, and "EIT" should always be interpreted to be "ICT" in any HHS procurement.

Task Description

Quantity Due Date

1.2 Draft agenda and supporting documents

for the kickoff meeting

Electronic files

Within (3) business days prior to the kickoff meeting

1.3 Kickoff Meeting Minutes One (1);

electronic

Within seven (7) business days after https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines https://www.hhs.gov/web/section-508/accessibility-checklists/index.html https://www.hhs.gov/web/section-508/accessibility-checklists/index.html https://www.hhs.gov/web/section-508/accessibility-checklists/index.html https://www.itic.org/policy/accessibility/vpat the kickoff meeting

2.1 Bi-Weekly (every 2 weeks) Project

Management Meeting Agenda One (1);

electronic

One (1) business day prior to meeting

2.2 Bi-Weekly (every 2 weeks) Project

Management Meeting Summary of Issues/Minutes

One (1);

electronic

Two (2) business days after meeting

3.2 All hotline systems shall be operational

and publicly available

Virtual walk-through of operational hotline systems

Within four (4) months after contract award

3.6 Proposed changes to the hotline, text, and

chat networking systems

Electronic files

Prior to implementation of modifications

4.8 List of all counselors verifying licenses, professional liability insurance, contact information, and information required in this task

Excel Spreadsheet within four (4) months after contract award, and quarterly within fifteen (15) days after the period being reported

4.9…