C.18 Draft RFP.docx

DRAFT M0026426R0001

Section SF 1449 - CONTINUATION SHEET

Program Management

FFP

Task 1- Program Management in accordance with PWS Section 6.1 for the Base Period.

FOB: Destination

PSC CD: G099

NET AMT

Call Center Support

Task 2- Call Center Support in accordance with PWS Section 6.2 for the Base Period.

NET AMT

Contact Center Support

Contact Center Support in accordance with PWS for the Base Period.

NET AMT

0003AA

Camp Lejeune Contact Center Support

Task 3- Contact Center Support in accordance with PWS Section 6.3 for the Base Period.

NET AMT

0003AB

Camp Pendleton Contact Center Support

Task 4- Contact Center Support in accordance with PWS Section 6.4 for the Base Period.

NET AMT

Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

0004AA

Seattle, WA. Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

0004AB

Jacksonville, NC. Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

0004AC

Wichita, KS. Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

0004AD

Orlando, FL. Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

0004AE

Minneapolis, MN. Field Service Support

Task 5- Field Service Support in accordance with PWS Section 6.5 for the Base Period.

NET AMT

Each

Travel

COST

Base Period Travel in accordance with PWS Section 13. Travel cost shall be in accordance with FAR 31.205-46. The Contractor shall provide a breakout of the travel expenses in accordance with FAR 31.205-46. The established travel handling rate proposed at solicitation and incorporated at award shall be used. The handling rate encompasses handling and indirect expenses the contractor may account for when processing travel cost. No additional indirect rates are applicable since there is a negotiated fixed price handling rate in the contract. Fee is strictly prohibited on travel costs. NOTE: Due to system limitations, "each" means "dollars."

ESTIMATED COST

FFP

Optional Phased Transition-In Period, in accordance with PWS Section 9.1, and FAR 52.217-7.

NET AMT

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR 52.217-9 for Option Period One.

NET AMT

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-9 for Option Period One.

NET AMT

Contact Center Support in accordance with PWS and FAR 52.217-9 for Option Period One.

NET AMT

1003AA

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR 52.217-9 for Option Period One.

NET AMT

1003AB

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR 52.217-9 for Option Period One.

NET AMT

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

1004AA

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

1004AB

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

1004AC

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

1004AD

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

1004AE

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period One.

NET AMT

Each

COST

Option Period 1 Travel in accordance with PWS Section 13. Travel cost shall be in accordance with FAR 31.205-46. The Contractor shall provide a breakout of the travel expenses in accordance with FAR 31.205-46. The established travel handling rate proposed at solicitation and incorporated at award shall be used. The handling rate encompasses handling and indirect expenses the contractor may account for when processing travel cost. No additional indirect rates are applicable since there is a negotiated fixed price handling rate in the contract. Fee is strictly prohibited on travel costs. NOTE: Due to system limitations, "each" means "dollars."

ESTIMATED COST

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR 52.217-9 for Option Period Two.

NET AMT

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-9 for Option Period Two.

NET AMT

Contact Center Support in accordance with PWS and FAR 52.217-9 for Option Period Two.

NET AMT

2003AA

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR 52.217-9 for Option Period Two.

NET AMT

2003AB

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR 52.217-9 for Option Period Two.

NET AMT

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

2004AA

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

2004AB

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

2004AC

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

2004AD

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

2004AE

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Two.

NET AMT

Each

COST

Option Period 2 Travel in accordance with PWS Section 13. Travel cost shall be in accordance with FAR 31.205-46. The Contractor shall provide a breakout of the travel expenses in accordance with FAR 31.205-46. The established travel handling rate proposed at solicitation and incorporated at award shall be used. The handling rate encompasses handling and indirect expenses the contractor may account for when processing travel cost. No additional indirect rates are applicable since there is a negotiated fixed price handling rate in the contract. Fee is strictly prohibited on travel costs. NOTE: Due to system limitations, "each" means "dollars."

ESTIMATED COST

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR 52.217-9 for Option Period Three.

NET AMT

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-9 for Option Period Three.

NET AMT

Contact Center Support in accordance with PWS and FAR 52.217-9 for Option Period Three.

NET AMT

3003AA

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR 52.217-9 for Option Period Three.

NET AMT

3003AB

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR 52.217-9 for Option Period Three.

NET AMT

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

3004AA

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

3004AB

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

3004AC

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

3004AD

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

3004AE

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Three.

NET AMT

Each

COST

Option Period 3 Travel in accordance with PWS Section 13. Travel cost shall be in accordance with FAR 31.205-46. The Contractor shall provide a breakout of the travel expenses in accordance with FAR 31.205-46. The established travel handling rate proposed at solicitation and incorporated at award shall be used. The handling rate encompasses handling and indirect expenses the contractor may account for when processing travel cost. No additional indirect rates are applicable since there is a negotiated fixed price handling rate in the contract. Fee is strictly prohibited on travel costs. NOTE: Due to system limitations, "each" means "dollars."

ESTIMATED COST

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR 52.217-9 for Option Period Four.

NET AMT

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-9 for Option Period Four.

NET AMT

Contact Center Support in accordance with PWS and FAR 52.217-9 for Option Period Four.

NET AMT

4003AA

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR 52.217-9 for Option Period Four.

NET AMT

4003AB

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR 52.217-9 for Option Period Four.

NET AMT

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

4004AA

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

4004AB

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

4004AC

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

4004AD

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

4004AE

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR 52.217-9 for Option Period Four.

NET AMT

Each

COST

Option Period 4 Travel in accordance with PWS Section 13. Travel cost shall be in accordance with FAR 31.205-46. The Contractor shall provide a breakout of the travel expenses in accordance with FAR 31.205-46. The established travel handling rate proposed at solicitation and incorporated at award shall be used. The handling rate encompasses handling and indirect expenses the contractor may account for when processing travel cost. No additional indirect rates are applicable since there is a negotiated fixed price handling rate in the contract. Fee is strictly prohibited on travel costs. NOTE: Due to system limitations, "each" means "dollars."

ESTIMATED COST

PERFORMANCE WORK STATEMENT

SERGEANT MERLIN GERMAN

WOUNDED WARRIOR

OUTREACH AND RESOURCE SUPPORT SERVICES

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

This non-personal services requirement provides outreach and resource support to the United States Marine Corps Recovery Care Program (RCP) and is a vehicle the Wounded Warrior Regiment (WWR) will use to meet its mission. This contract supports the RCP’s, Sergeant Merlin German, Wounded Warrior Call Center (WWCC) that provides assistance services for wounded, ill, and injured (WII) Marines, Sailors attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status. The WWCC and satellite contact centers on each coast support the WWR core mission with execution of a comprehensive outreach and assistance program for WII Marines. Support and assistance includes, but is not limited to, non-medical case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.); liaison with non-profit organizations and vocational rehabilitation concerns; and daily outreach and communication. Integral to the execution of this requirement is the vital outreach and support role conducted at the WWCC and the Wounded Warrior Battalion Satellite Contact Centers located at MCB Camp Lejeune, NC and MCB Camp Pendleton, CA. WWCC services primarily focus on Disability / Retired personnel and veterans, while the Contact Centers primarily support Battalion operations and those still on active duty.

1. WWR MISSION

Wounded Warrior Regiment provides leadership and ensures compliance with laws and Department of Defense (DoD) regulations related to the support, recovery, and non-medical care of combat and non-combat WII Marines, Sailors attached to Marine units, and their family members in order to maximize their recovery as they return to duty or transition to civilian life.

1. BACKGROUND

The WWR’s RCP is supported by the WWCC. The WWCC is the primary source of contact for WII Marines and their family members to request and obtain appropriate assistance from the Marine Corps’ WWR. This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides these wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with WII Marines to ensure the appropriate delivery of resources, benefits, and WWR support is received. Support services are provided by WWCC and satellite Contact Centers via Customer Care Representatives (CCR), Non-Medical Case Managers (NMCM), and by Field Service Representatives (FSR).

1. SCOPE

The objective of this Performance Work Statement (PWS) is to provide the supported population - active duty, separated, retired, veteran - of approximately 35,000 WII Marines, Sailors attached to Marine Corps units, veterans, and their family members a centralized outreach and resource call center to assist with the recovery process and transition to veteran status through successful execution of the PWS Tasks. The supported population is subject to change, and may increase during times of war or crises, such as national emergencies.

1. GENERAL REQUIREMENTS

The contractor must possess in-depth knowledge and expertise related to the population they will support. Knowledge of industry best practices in customer service, contact center operations, and prescribed rules of conduct concerning privacy and confidentiality of information to provide a fully integrated, support solution are critical to successful execution of the PWS tasks. The contractor must remain responsive to program changes and new service offerings. Apart from Field Service Representatives (FSRs), all effort under this requirement are performed at the locations identified and in accordance with Section 14.

5.1. Outreach Requirements

While the WWCC and Contact Centers receive incoming phone calls, conducting outgoing telephone calls, text messages, and emails are the primary means of supporting the supported population. The outreach intervals for current injury classification/severity are classified by the United States Marine Corps and are required per the below table:

Current Injury Classification Outreach Requirements

Note: 1) Current injury classification/severity may not be the same as initial classification/severity. Frequency of contact may increase in relation to the service member’s need. 2) Classifications are defined in Marine Corps Order (MCO) 3040.4 (see Section 19, References).

Contact is defined as actual communication, via talk, text, or email, with the Marine, Sailor, or family member. There must be three (3) contact attempts, all made at different times of the day. All contact must be documented in the Marine Corps Wounded Ill and Injured Tracking System (MCWIITS).

5.2 Required support services are provided by:

5.2.1 Customer Care Representative

Customer Care Representatives (CCRs), considered the first contact for inbound calls, answer all incoming calls, conduct scheduled outreach calls, monitor social media (WWCC personnel only), and conduct interviews and assessments of support requirements with Marines and/or family members. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting operations with manning dictated by anticipated incoming call volume and availability of target population for outreach.

Note: Based upon the WII population and other fluctuations, the WWR may require additional CCRs. In such circumstances, a future modification will be negotiated and agreed to.

5.2.2 Non-Medical Case Managers

Non-Medical Case Managers (NMCM) (required by DoD instruction 1300.24) provide extended support and outreach calls of non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during their initial CCR phone call. NMCMs work cases until all issues have been resolved before transferring them back to the CCR for continued outreach and support. The required number of NMCMs and their case load will vary based upon the needs of the target population. Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support (1,000 cases / 35,000 WWR population = 3%). NMCMs average 40 cases each on a continuous basis. NMCMs are located at the WWCC and at the Contact Centers located at Camp Lejeune and Camp Pendleton. Each NMCM will have a telephone number separate from the main call center number and the contact centers to manage cases requiring support beyond a CCR. Additionally, a NMCM will be assigned a 120 -day post End of Active Services (EAS) for a Recovering Service Member (RSM) whose case was supported by a Recovery Care Coordinator (RCC) while on active duty. NMCMs will utilize MCWIITS to document the WII Marine’s concerns and issues.

5.2.3 Field Service Representative

Field Service Representatives (FSRs) provide complex non-medical case management and extended support to the supported population. FSRs provide primary support to Marines on the Temporary Disability Retired List (TDRL). FSRs serve as facilitators and coordinators connecting transitioning WII Marines to federal, state, and local support and transition resources. FSRs serve as liaisons for WII Marines and their families with Veterans Administration Transition Case Management teams to coordinate veteran medical care and will advocate on their behalf with representatives from various medical facilities. FSRs will engage Veteran Affairs Transition Patient Advocates to help coordinate Veteran medical care and benefits. FSRs will disseminate information on family and caregiver support services (e.g., respite care, scholarship opportunities, counseling support), and information on education and employment resources to assist transitioning WII Marines in their local communities (e.g., resume development, interview skills, network/employment opportunities, and application completion). FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases and conduct face-to-face interviews.

5.3 Targeted Outreach Capability

The contractor will integrate all platforms/databases, such as MCWIITS, and SharePoint that consolidate available resources, specific to the Marine being contacted during the course of the initial CCR phone call. WWCC representatives (CCR) will access information from MCWIITS prior to and during each call. MCWIITS provides the Marine’s current address, phone number, email, interest inventory items, support needs, Comprehensive Recovery Plan Goals, and available resources specific to the Marine’s needs. The intent is to make this information available to the WWR in the most efficient manner and would prevent possible violations of Personally Identifiable Information (PII) and Protected Health Information (PHI) or Health Insurance Portability and Accountability Act (HIPAA) policies. Access and training for MCWIITS will be provided by the Government upon award at an agreed to day/time, and as necessary throughout the life of the contract. The end state will be well documented in MCWIITS and will include information, resources, and feedback specific to each WII service member and their family members.

5.4 Performance Metrics

The contractor will establish, track, capture and provide performance metrics associated with call handling, call log references, intakes, referrals, and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. The contractor’s methodology must ensure the validity of the results through sound analytical practices. The contractor must maintain ninety-eight percent (98%) accuracy of all call log references. This information will be provided in the form of recurring monthly status reports, as well as in response to ad hoc inquiries.

5.5 Domestic Abuse and Sexual Assault

Call Center and Contact Center personnel will not receive domestic abuse or sexual assault “restricted reports”. If the caller requests restricted reporting pursuant to domestic abuse or sexual assault, Call Center personnel shall refer the caller to their Unit Victim Advocates (UVA) and/or Sexual Assault Response Coordinator (SARC) or appropriate civilian agency.

5.6 Requirements for Mandatory Reporting

The Privacy Act does not prohibit disclosure of life threatening or high-risk situations. All contractor personnel are required to report to the Contracting Officer’s Representative (COR) and local authorities knowledge of such situations, including but not limited to child abuse or spouse abuse in which there is physical injury or threats of bodily harm, impairment due to drugs or alcohol by active-duty personnel, suicidal ideations or threats, homicide threats, and sexual assault.

5.7 Contract Kick-off Meeting

The COR and the contracting officer, in conjunction with the contractor, will schedule a Kick-off Meeting to occur within five (5) business days after contract award at a location agreed to by the Government. The meeting will provide an introduction between key contractor personnel and relevant Government personnel who will be involved with the effort. The purpose of this meeting is to discuss the contract’s objectives and deliverables to achieve a clear and mutual understanding of the contract’s requirements, to identify and resolve potential problems, discuss plans submitted with its proposal, and other topics as warranted. The contractor will provide meeting minutes to the COR within two (2) business days after the meeting.

1. PERFORMANCE TASKS

The contractor is responsible for its overall responsiveness, cost control, quality of work, management of contractor team’s effort, and the accomplishment of overall program objectives. The contractor will furnish everything needed to achieve the PWS objectives, unless otherwise stated as Government provided. The current versions of the Microsoft Office suite, Internet Explorer, ActivClient and Adobe Acrobat Pro must be provided to all contractor personnel under this contract.

To fulfill the WWR’s mission for the target population, the following is required:

6.1 TASK 1

Program Management

Program Management is responsible for implementing, executing, and ensuring the overall program structure meets the requirements of this PWS.

6.1.1 The contractor will provide a solely dedicated (primary) Program Manager (PM) responsible for all operations; staffing and training; support; and quality aspects of the program strategy. The PM will coordinate task activities to ensure successful completion of all PWS tasks, at all locations. The PM will serve as the primary interface with the COR responsible for this effort. The contractor will also identify an alternate point of contact who will assume responsibilities when the primary is unavailable (sick, vacation, extended absences, etc.). PM support includes, but is not limited to:

(a) Effective and direct communication with WWR staff and other various staff involved with the effort;

(b) Collaborate and share information and data collected with the WWR staff;

(c) Recommend and assist with overall coordination of care provided to the supported populations;

(d) Coordinate the delivery of all deliverables;

(e) Provide Monthly Status Report of performance metrics of Call Center and Contact Center outreach statistics (see PWS Section 5.4), as well as staffing and training status, and summaries of overall monthly activities and issues supported.);

(f) Provide Quarterly Newsletter of Commander’s remarks, news stories, upcoming events, and general demographic information (format and content provide by the Government.);

(g) Provide Monthly Demographics Report (format provided by the Government.);

(h) Provide updates to and maintenance of Standard Operating Procedures (SOP), which was submitted with the contractor’s proposal, based on lessons learned, new efficient processes, or changes to policies or regulations.

6.1.2 The PM will be available to the WWR staff during core hours of operation from 0900 to 1500 ET, Monday thru Friday, except for all Federal holidays.

6.2 TASK 2

Call Center Support

The contractor will provide a fully operational Call Center (physical or virtual) operated and manned 0800 – 2000 Monday through Friday. The contractor will acquire and maintain, as applicable, suitable facilities and infrastructure, such as workspace, equipment (e.g. computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training. All contractor provided Information Technology, peripheral, systems, equipment, and associated support infrastructure shall be maintained in a state of operational readiness throughout the period of performance. The contractor will liaise with WWR IT/S-6 to ensure the contractor staff can always access the required Government-owned systems, with the exception of system outages. The contractor will collaborate with Government IT staff to obtain outage information and perform Government-recommended solutions. All contractor IT equipment and Information Assurance (IA) enabled devices must be maintained and configured in accordance with the Security Technical Implementation Guides (STIGS) or other Government provided documentation to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.

6.2.1 The contractor’s call center must have the following capabilities:

(a) A single toll-free phone system capable of:

· multiple and simultaneous incoming and outgoing phone calls without delay or hold;

· a call management system;

· a call recording capability and ability to record other pertinent data, such as phone call duration and recording (to be maintained for the duration of the contract);

· a back-up phone system to support the primary system to ensure no lapse in service;

· roll-over capability to accept calls during non-operational hours to ; and

· will not include automated call answering, virtual queue, or routing except during non operational times.

6.2.2 Social Media (SM) Requirements

The contractor will monitor social media sites during operational times to ensure all support needs of the RSM is sufficiently met. Response to requests for assistance on applications or SM sites must be made within sixty (60) minutes during operational times and within two hours of return from nonoperational times. This response is considered ‘engagement’; there are no ‘outreach’ SM requirements. Social Media requirements are listed in the below table:

Social Media

6.2.3 The contractor will provide CCRs 0800 to 2000 M-F to receive all incoming telephone calls, conduct outreach telephone calls, text messaging, social media support and e-mail communication, and overall monitoring and response to comments and inquiries. The CCR will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.1 are included.

6.2.4 The contractor will provide NMCMs 0800 to 1630 M-F for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs may also provide 120 days post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. NMCMs will be positioned at the Wounded Warrior Regiment Operations Center on a rotational basis, as determined jointly by the contractor and the COR. The purpose of the rotation is to increase WII cultural understanding of WWR operations and patient-centered care management services. The contractor shall incorporate regular face-to-face interactions with subject matter experts and directly collaborate with members of the multidisciplinary care team. These interactions are essential for building rapport, supporting comprehensive recovery plan adherence, and achieving intangible buy-in critical to long-term recovery care outcomes. Other duties and responsibilities as stated in 5.2.2 are included.

6.2.5 The contractor will initiate and maintain a subscription to a contact information search tool, subject to approval by the COR, to research specific Marine and Veteran contact information (phone, email, address).

6.2.6 The Government will provide a scheduling and management software package to support the social medial posts.

6.3 TASK 3

MCB Camp Lejeune, NC Satellite Contact Center Support

The contractor shall assign a MCB Camp Lejeune Satellite Contact Center single point of contact (site lead) who will provide technical oversight, administration, and guidance to the contractor support staff and be available for assistance to Government personnel.

6.3.1 The contractor will provide staff for the Government’s satellite Contact Center at Camp Lejeune, NC, operating Monday through Friday from 0800 to 1630 ET;

6.3.2 The contractor will ensure all calls are forwarded to the WWCC during all Contact Center non-operational hours Monday through Friday;

6.3.3 The contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to individuals participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included.

6.3.4 The contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 120-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.4 TASK 4

MCB Camp Pendleton, CA Satellite Contact Center Support

The contractor shall assign a MCB Camp Pendleton Satellite Contact Center single point of contact (site lead) who will provide technical oversight, administration, and guidance to the contractor support staff and be available for assistance to Government personnel.

6.4.1 The contractor will provide staff for the Government’s satellite Contact Center at Camp Pendleton, CA, operating Monday through Friday from 0800 to 1630 PT;

6.4.2 The contractor will ensure all calls are forwarded to the WWCC during all Contact Center non-operational hours Monday through Friday;

6.4.3 The contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included.

6.4.4 The contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs may provide up to 120-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.5 TASK 5

Field Services

6.5.1 The contractor will provide a Field Service Representative (FSR) at each of the five (5) locations listed below to support members of the support population who require extended support needs with complex, non-medical case management. FSRs are geographically dispersed throughout the continental United States at locations determined by the COR in order to mitigate complex open and unresolved cases. The FSR average caseload is 25 individuals on a monthly basis.

Note: Based upon the WII population and other fluctuations, the WWR may require additional FSRs, as well as additional, or changing FSR locations. Once the effort necessitates 10 FSRs, an FSR Supervisor is required. The FSR Supervisor position will be considered a critical personnel position and will have minimum knowledge, skills, and ability qualifications assigned to it. In such circumstances, a future modification will be negotiated and agreed to.

6.5.2 The contractor will ensure the FSR has immediate and rapid travel capability to conduct face-to-face interviews and other support within a 350-mile radius of their geographical area of responsibility as necessary; limited circumstances may warrant travel outside of this radius. Travel will also include Semi-Annual Training, conducted in conjunction with the District Injured Support Coordinators (DISC). Total FSR travel may range from 10% to 30% of the time. All travel is in compliance with PWS Section 13.

6.5.3 The contractor will provide phones, equipment, furniture, materials, supplies, and other effects as required for all FSRs in the performance of this effort.

6.5.4 The contractor will train and ensure operational readiness within 60 days for all additional, newly hired FSRs.

1. DELIVERABLES

Unless otherwise directed by the COR, all deliverables must be submitted to the COR in accordance with the content, and due dates detailed in the table below. The COR is responsible for the tracking and acceptance of all deliverables. The contractor must review all deliverables to ensure accuracy, functionality, completeness, professional quality, and overall compliance with contract requirements. Unless otherwise indicated, the Government will provide written acceptance, comments, or change requests (if any) within ten (10) business days from receipt of the deliverable. If written acceptance, comments, or change requests are not provided within ten (10) business days, the deliverable is considered acceptable (i.e. final) as written by the contractor. If the Government provides comments or change requests, the contractor will have two (2) business days from receipt of the Government’s correspondence to incorporate the comments or change request and resubmit the deliverable for Government review and approval at no additional cost to the Government. The deliverable is not considered received until non-compliance issues are resolved. Non-compliance with any Government comment or change request must be justified in writing. Deliverables shall be non-password protected documents, and the Government shall have full access and usage rights. Unless otherwise noted, deliverables are allowed in contractor format using in Microsoft Word, Excel, or Adobe Acrobat, or other media device as agreed upon by the COR. If a deliverable happens to be due on a federal holiday or weekend day, the deliverable is due the next business day.

Delivery Schedule

- Introduction,

- Purpose,

- Scope,

- Standards of Conduct,

- Communication Structure (to include roles and responsibilities),

- Daily Operations (to include shift schedules and procedures)

- Continuity of Operations

- Quality Control Procedures Final SOP within 60 business days after award.

Maintenance of and updates to SOP as necessary

- Plan of Action and Milestones

- Communications Plan

- Hiring, Recruiting, and Training Process

- Risk Mitigation Strategy

Final Plan addressing Government comments due within five (5) business days after contract Kick-off Meeting

Subsequent submissions as warranted due to contractor personnel staffing changes.

Government form provided at time of award.

Within 10 business days of award and subsequent new hires.

-List of attendees: name, title, activity representing, contact information

- Summary of the discussions, decisions, agreements reached -Assigned action items and personnel responsible for addressing/executing action item Within 2 business days of the meeting.

8. STAFFING

The contractor must ensure the contractually required level of support for this requirement is maintained at all scheduled times. The contractor must ensure that all contract support personnel are present for assigned work hours and duties. The contractor must provide a fully qualified replacement for any employee that will be absent. Absent is defined as not present at work when scheduled and would, therefore, not meet the requirement to have a fully staffed and capable call center. Instances of emergency or sudden illness are exceptions to an immediate need of a replacement.

8.1 Critical Positions

The following positions are identified as critical. The contractor must ensure the below positions are filled for the entire period of performance of this effort.

8.1.1 Program Manager

The Program Manager must have the ability to:

· Provide strong managerial, leadership, and communication skills.

· Achieve organizational objectives.

· Collaborate and display positive interactions with members of the WWR and other government agencies.

· Assess, plan, implement, coordinate, monitor, and evaluate the PWS requirements.

· Coordinate team efforts to conduct comprehensive studies dealing with significant changes in workforce distribution, customer service positions, or related organizational structures; and

· Develop detailed plans, goals, and objectives for the long/short range implementation and administration of a major agency program; or an appropriate combination of education and experience demonstrating knowledge and skill equivalent to that above.

The Program Manager must possess the following minimum skills, education, and experience:

· Knowledge of the mission, organizational structure, operations, and interrelationships of the WWR.

· Knowledge of WII and veteran support, to include but not limited to; non-medical case management, Veterans Administration, IDES process, behavioral health support resources, Traumatic Service Member Group Life Insurance process.

· Knowledge of Marine Corps culture.

· Sustained successful performance in positions of increased responsibility.

· Master’s Degree combined with 10 years working with the federal Government OR Bachelor’s Degree combined with 10 years personnel and program management and 5 years’ experience related to the Department of Defense Wounded Warrior Programs; and

· Three (3) years of experience in outreach and support operations related to WII and veterans.

8.1.2 Field Service Representative (FSR) Supervisor

Based upon the WII population and other fluctuations, the WWR may require additional FSRs, as well as additional, or changing FSR locations. Once the effort necessitates 10 FSRs, an FSR Supervisor is required. The FSR Supervisor position will be considered a critical personnel position and will have minimum knowledge, skills, and ability qualifications assigned to it. In such circumstances, a future modification will be negotiated and agreed to.

8.2 Substitution/Replacement of Critical Personnel

The contractor agrees that during the first 120 days of the contract performance period, the substitution/replacement of critical personnel shall be avoided unless the substitution/replacement is necessitated by the individual's sudden illness, death, transfer, or termination of employment. In the case of any of these events, the contractor shall promptly notify the contracting officer and the COR in writing, and provide the information required below in 8.2.1. After the initial 120-day period, all proposed substitutions/replacements of critical personnel must be submitted in writing to the contracting officer and COR with the information required in 8.2.1 at least 15 days in advance of the proposed substitutions.

8.2.1 Request for Substitution/Replacement

All requests for substitution/replacement of critical personnel or otherwise must provide a detailed explanation of the circumstances necessitating the proposed substitution/replacement; the qualifications of the proposed substitute/replacement, and any other information requested by the COR. All personnel substitutions must have qualifications equal to or higher than the qualifications of the individual they are substituting/replacing. The COR will evaluate such requests and promptly notify the contractor of approval or disapproval thereof.

8.3 Qualifications

8.3.1 Field Service Representative (FSR)

The FSR must possess the following minimum skills, education, and experience:

8.3.2 Customer Care Representative (CCR)

The CCR must possess the following minimum skills, education, and experience:

8.3.3 Non-Medical Case Manager (NMCM)

The NMCM must possess the following minimum skills, education, and experience: