PERFORMANCE WORK STATEMENT INTERPRETING SVC.docx

DEPARTMENT OF HEALTH & HUMAN SERVICES Public Health Service

Bemidji Area Indian Health Service 2225 Cooperative Ct. NW Bemidji, MN 56601

PERFORMANCE WORK STATEMENT

Indian Health Service White Earth Health Center, Cass Lake IHS and Red Lake IHS ADA-Compliant Interpretation Services

1.0 PURPOSE

The purpose of this Performance Work Statement (PWS) is to outline the requirements for the contractor to provide qualified, accurate, culturally sensitive, and ADA-compliant interpretation services to support patient care and administrative functions within the Indian Health Service (IHS). These services ensure effective communication for individuals who are deaf, hard of hearing, deaf-blind, or who require alternative communication accommodation in IHS facilities and programs. This will be a firm fixed-price contract.

2.0 BACKGROUND

The Indian Health Service provides comprehensive health services to American Indians and Alaska Natives. As a federal healthcare provider, IHS must ensure compliance with:

· The Americans with Disabilities Act (ADA)

· Rehabilitation Act of 1973, Sections 504 and 508

· Title VI of the Civil Rights Act

· Health Insurance Portability and Accountability Act (HIPAA)

· Indian Health Manual (IHM)

· Tribal and urban Indian health program coordination policies Effective communication is essential to ensuring that IHS beneficiaries receive equitable access to medical treatment, informed consent, patient education, and culturally appropriate care.

3.0 SCOPE

The contractor shall provide comprehensive interpretation and communication support services, including but not limited to:

· American Sign Language (ASL)

· Certified Deaf Interpreter (CDI) services

· Tactile and Protactile interpretation for deaf-blind individuals

· Communication Access Realtime Translation (CART)

· Video Remote Interpretation (VRI)

· On-site medical interpretation

· Emergency and after-hours services

· Coordination with Tribal health facilities when authorized Services shall support clinical, behavioral health, pharmacy, dental, telehealth, community health, and administrative encounters.

4.0 APPLICABLE LAWS, REGULATIONS, AND STANDARDS

The contractor shall comply with all applicable federal regulations, including:

· ADA Titles II & III

· 28 CFR §35.160 – Effective Communication

· 45 CFR §92 – HHS Nondiscrimination

· Rehabilitation Act, Sections 504 and 508

· HIPAA and HITECH

· Indian Health Manual (IHM), Part 2 – Services to Patients

· IHS Telehealth and VRI platform requirements

· FAR Part 37 – Performance-Based Acquisition

· HHS acquisition and security directives Where conflicts exist, the stricter standard for patient safety and accessibility applies.

5.0 PERFORMANCE REQUIREMENTS

5.1 On-Site Interpretation

The contractor shall provide on-site interpreters for medical visits, emergency encounters, inpatient rounds, surgical procedures, behavioral health counseling, and administrative meetings.

· Urban facilities: interpreter arrival within 2 hours

· Rural and remote IHS facilities: within 4–6 hours, or as defined in the Task Order

· Interpreters must follow IHS patient privacy and infection control procedures

5.2 Video Remote Interpretation (VRI)

The contractor shall provide VRI services that:

· Connect within 2 minutes

· Meet technical requirements for clarity, lighting, resolution, and minimal lag

· Use platforms compliant with IHS telehealth security standards

· Are available 24/7/365

5.3 CART and Real-Time Captioning

CART services shall:

· Maintain ≥98% accuracy

· Be available for telehealth appointments, training, and administrative meetings

· Support medical terminology and complex health content

5.4 Certified Deaf Interpreter (CDI) Services

The contractor shall provide CDIs when:

· A patient has limited ASL fluency

· Communication is impacted by cultural, linguistic, or cognitive differences

· A provider or IHS requests enhanced clarity for informed consent

5.5 Cultural Competency

Interpreters working with IHS:

· Must demonstrate cultural sensitivity to American Indian and Alaska Native communities

· Must receive training on IHS communication policies

· Are expected to maintain non-intrusive, patient-centered behavior

5.6 Emergency and After-Hours Coverage

Contractor must support:

· Emergency department requests

· Night and weekend calls

· Urgent inpatient interpretation needs

· Behavioral health crisis encounters

· Obstetric and surgical emergencies Response times mirror those listed in 5.1 and 5.2.

5.7 Quality Assurance and Incident Reporting

The contractor shall:

· Maintain ongoing competency verification

· Submit monthly performance reports

· Report communication incidents or complaints to the Contracting Officer and COR within 24 hours

· Cooperate with IHS quality assurance audits

6.0 PERFORMANCE STANDARDS

7.0 CONTRACTOR QUALIFICATIONS

Interpreters must have:

· RID, BEI, NIC, NAD, or equivalent certification

· Medical interpretation competency

· HIPAA training documentation

· Capability to interpret complex medical terminology and anatomy

· Cultural competency for AI/AN communities (training must be documented)

· Background checks compliant with HHS and IHS regulations (if services are provided on-site at IHS location) CART providers must be:

· Certified (CRC, RSC, or equivalent)

· Skilled in medical and technical terminology

8.0 PLACE OF PERFORMANCE

Services may be delivered:

· On-site at IHS hospitals, clinics, and health stations

· Remote via contractor's secure interpretation centers

· Through IHS-approved telehealth platforms

· At tribal or urban Indian facilities when included in the order

9.0 PERIOD OF PERFORMANCE

The contract shall include:

· Base Year: 12 months

· Option Years: Up to four (12 months each)

10.0 GOVERNMENT-FURNISHED RESOURCES & EQUIPMENT

IHS may provide:

· Access to telehealth systems

· Government will provide equipment, devices, software and materials necessary to perform ADA-compliant interpretation services, including on-site, VRI, OPI and CART support via WIFI connection. Provided devices may be laptop with webcam, table or other device

· Clinical schedules and patient encounter information

· Workspace for on-site interpreters (as needed)

11.0 SECURITY REQUIREMENTS

The contractor must comply with:

· HIPAA/HITECH privacy and security

· HHS and IHS cyber requirements for remote platforms

· Personnel security screenings

· Annual mandatory security/privacy training

· Prohibitions on recording sessions unless explicitly authorized

12.0 REPORTING AND INVOICING

Contractor shall submit monthly invoices: Invoices must follow IHS financial system procedures (e.g., IPP – Invoice Processing Platform). Invoices must include the following:

· Date/time of services

· Service type (ASL, CDI, CART, VRI, etc.)

· Duration

· Interpreter name and certification

· Whether services were provided on-site or remotely

· Rates and total cost

· FAR (52.232-25) has defined a proper invoice to include the following:

· Contractor name and address

· Invoice date and invoice number

· Contract number

· Description, quantity, unit of measure, unit price, and extended price of supplies delivered or services performed

· Shipping and payment terms

· Name and address of contractor official to whom payment will be sent

· Name, title, phone number and mailing address of person to notify in the event of a defective invoice

· EIN/TIN (banking information will be entered into the portal when account is registered)

SECTION 508 AND ACCESSIBILITY

This product must conform to the Revised Section 508 (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines) and WCAG 2.0 Level AA standards as outlined below 352.239-73 Electronic Information and Technology Accessibility Notice.

(a) As prescribed in HHSAR 339.203-70(a), the Contracting Officer shall insert the following provision:

Electronic and Information Technology Accessibility Notice (December 18, 2015)

(a) Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 and the Architectural and Transportation Barriers Compliance Board Electronic and Information (EIT) Accessibility Standards (36 CFR part 1194), require that when Federal agencies develop, procure, maintain, or use electronic and information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

(b) Accordingly, any offeror responding to this solicitation must comply with established HHS EIT accessibility standards. Information about Section 508 is available at http://www.hhs.gov/web/508. The complete text of the Section 508 Final Provisions can be accessed at http://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards.

(c) The Section 508 accessibility standards applicable to this solicitation are stated in the clause at 352.239-74, Electronic and Information Technology Accessibility.

In order to facilitate the Government’s determination whether proposed EIT supplies meet applicable Section 508 accessibility standards, offerors must submit an HHS Section 508 Product Assessment Template, in accordance with its completion instructions. The purpose of the template is to assist HHS acquisition and program officials in determining whether proposed EIT supplies conform to applicable Section 508 accessibility standards. The template allows offerors or developers to self-evaluate their supplies and document—in detail—whether they conform to a specific Section 508 accessibility standard, and any underway remediation efforts addressing conformance issues. Instructions for preparing the HHS Section 508 Evaluation Template are available under Section 508 policy on the HHS website http://www.hhs.gov/web/508.

In order to facilitate the Government’s determination whether proposed EIT services meet applicable Section 508 accessibility standards, offerors must provide enough information to assist the Government in determining that the EIT services conform to Section 508 accessibility standards, including any underway remediation efforts addressing conformance issues.

(d) Respondents to this solicitation must identify any exception to Section 508 requirements. If a offeror claims its supplies or services meet applicable Section 508 accessibility standards, and it is later determined by the Government, i.e., after award of a contract or order, that supplies or services delivered do not conform to the described accessibility standards, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its expense.

Standards The included standards that must be met for this contract are taken from the following two resources. Compliance with these standards is mandatory for Federal agencies subject to Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

· 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: https://www.w3.org/TR/WCAG20/ Electronic content must be accessible to HHS acceptance criteria Checklist for various formats are available at http://508.hhs.gov, or from the IHS Section 508 Coordinator listed at https://www.hhs.gov/web/section-508/additional-resources/section-508-contacts/index.html, (email: IHSSection508@ihs.gov). Materials that are final items for delivery should be accompanied by the appropriate checklist, except upon approval of the Contracting Officer or Representative.

Electronic Content Accessibility - Web Based

· 602 Support Documentation

· 603 Support Services

· All WCAG A & AA Success Criteria Support Documentation Accessibility

· E602.1 General - Documentation that supports the use of ICT shall conform to 602.

· E602.2 Accessibility and Compatibility Features - Documentation shall list and explain how to use the accessibility and compatibility features required by Chapters 4 and 5. Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

· E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

· E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

· E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

· E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

· E603.1 General - ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

· E603.2 Information on Accessibility and Compatibility Features - ICT support services shall include information on the accessibility and compatibility features required by 602.2.

· E603.3 Accommodation of Communication Needs - Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

· WCAG – All WCAG 2.0 A & AA Success Criteria

EXCEPTION:

· Non-Web documents shall not be required to conform to the following four WCAG 2.0 Success Criteria: 2.4.1 Bypass Blocks, 2.4.5 Multiple Ways, 3.2.3 Consistent Navigation, and 3.2.4 Consistent Identification.

· E205.4.1 Word Substitution when Applying WCAG to Non-Web Documents. For non-Web documents, wherever the term "Web page" or "page" appears in WCAG 2.0 Level A and AA Success Criteria and Conformance Requirements, the term "document" shall be substituted for the terms "Web page" and "page". In addition, in Success Criterion in 1.4.2, the phrase "in a document" shall be substituted for the phrase "on a Web page".

· Appendix A – Section 508 of the Rehabilitation Act: Application and Scoping Requirements

· E208 Support Documentation and Services

· Appendix C – Functional Performance Criteria and Technical Requirements

· 302 - Functional Performance Criteria

· 602 – Support Documentation

· 603 – Support Services Functional Performance Criteria

· 301.1 Scope - The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

· 302.1 Without Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

· 302.2 With Limited Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

· 302.3 Without Perception of Color - Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

· 302.4 Without Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

· 302.5 With Limited Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

· 302.6 Without Speech - Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

· 302.7 With Limited Manipulation - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

· 302.8 With Limited Reach and Strength - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

· 302.9 With Limited Language, Cognitive, and Learning Abilities - ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.

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