CH31 National Contract Performance Work Statement (PWS) Revised 06-28-2022.docx

Performance Work Statement (PWS)

Veteran Readiness and Employment (VR&E) Chapter 31 Services National Contract Department of Veterans Affairs Vocational Rehabilitation and Employment Services

Contents

1.0 BACKGROUND

The Department of Veterans Affairs (VA) has authority, pursuant to Title 38 USC Chapters 18, 31, 35 and 36, to provide all services and assistance necessary to enable eligible Claimants with service-connected disabilities to obtain and maintain suitable employment and, if not employable, achieve independence in daily living to the maximum extent feasible. To accomplish this responsibility, the Veteran Readiness and Employment Service Division (VR&E) within each Veterans Benefit Administration (VBA) Regional Office’s (RO) jurisdiction undertakes an initial evaluation of the Servicemember/Claimant to determine his or her entitlement for these services and to assist and develop, in cooperation with the Servicemember/Claimant, an Individualized Written Plan of Services. Rehabilitation plans include: an Individualized Written Rehabilitation Plan (IWRP) that outlines training and job placement services needed to achieve employment goals; an employment placement under an Individualized Employment Assistance Plan (IEAP); an Individualized Extended Evaluation Plan (IEEP) to determine feasibility for employment; or if employment is not possible, services to enhance the Claimant’s independence in daily living under an Individualized Independent Living Plan (IILP).

The VA is charged with providing assistance to Claimants with service-connected disabilities through VR&E services. In order to assure services in close geographic proximity to Claimants and to provide timely services when staff turnover occurs, Contractor assistance may be required to supplement VR&E services. Specialized services may also be required to complement services typically provided by VBA Staff.

In order to provide these services, VR&E requires Contractor assistance in the following areas: (1) Initial evaluation; (2) Case management services; and (3) Job placement services to assist the Claimant in finding and maintaining suitable employment. The objective of the contract is to assist Servicemember/Claimants to obtain and maintain suitable employment.

The VA is procuring local services for Claimants through VA’s jurisdiction under a national contracting initiative. Under the terms of any awarded contract as a result of this solicitation, an authorized VR&E official will be responsible for: (1) approval of rehabilitation plans and (2) approval or authorization of any specific expenditure or benefit to, or on behalf of, the Servicemember/Claimant whose case is referred to the Contractor. It is understood that no obligation will be incurred under the contract by the Government for any services or benefit to, or on behalf of, a Servicemember/Claimant without prior authorization issued by the designated VR&E official.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement (PWS), the Contractor must always comply with the following:

· Chapters 18, 31, 35 and 36 of Title 38, United States Code

· M28R, Vocational Rehabilitation and Employment Manual

· Website for VR&E Program Information

· Commission on Rehabilitation Counselor Certification

· 38 CFR 21.283

3.0 SCOPE OF WORK

The VA has a requirement for Contractors to provide Chapter 31 related services in the following three Service Groups:

1. Initial Evaluation

2. Case Management

3. Employment Services

Services to be performed under the terms and conditions of the contract are restricted to the major rehabilitation track for those Servicemembers/Claimants whose primary rehabilitative objectives include:

1. Training and/or employment services resulting in employment suitable to the individual’s aptitudes, abilities, and interests; or

2. Achievement of independence in daily living in the event a feasible vocational goal cannot be obtained.

The rehabilitation objective for a Claimant in an employment and/or training track is successful placement in suitable competitive employment and completion of work experience, training, or instruction of a vocationally significant nature to assist the Claimant to achieve such employment. Emphasis shall be placed upon assistance designed to assure that the Claimant obtains and maintains suitable employment.

The following training, rehabilitation pursuits, and employment needs must be provided by the Contractor. Vocational assessment and testing:

1. Career exploration and development of appropriate rehabilitation plans.

2. Vocational counseling and case management.

3. Assistance in using VA services, and referrals to appropriate community services such as State Vocational Rehabilitation programs.

4. Job readiness assessment and services designed to enhance employability, employment referral, resume, and application services; and

5. Placement and post-placement services.

The rehabilitation objective for a Claimant for whom the achievement of a vocational goal has been determined to be infeasible is: (1) to enable the Claimant to achieve independence in daily living; or (2) to reduce the level of assistance required from others. The Contractor, in the case of an individual found by the VA to qualify for a program of independent living service, shall assess and recommend all services and assistance necessary to enable the Claimant to achieve maximum independence in daily living.

4.0 PERFORMANCE DETAILS

4.1 PERIOD OF PERFORMANCE

4.1.1 Duration of Performance Period

The Period of Performance (POP) will consist of five twelve-month ordering periods, i.e., one (1) 12-month Base Year with four (4) 12-month Option Years. The exercising of any option period(s) is at the sole description of the Government.

4.1.2. Hours of Operations and Federal Holidays

Hours of operation are defined as Monday through Friday, 7:30 AM - 5:30 PM. Local Time Zone. Any work to be performed at the Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO). There are eleven (11) Federal holidays set by law (USC Title 5 Section 6103, as may be amended) that VA follows:

Under current definitions, five are set by date:

· New Year's Day - January 1

· Juneteenth Day - June 19

· Independence National Independence Day - July 4

· Veterans Day - November 11

· Christmas Day - December 25 If any of the above falls on a Saturday, then Friday shall be observed as a holiday. Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

· Martin Luther King's Birthday - Third Monday in January

· Washington's Birthday -Third Monday in February

· Memorial Day - Last Monday in May

· Labor Day- First Monday in September

· Columbus Day - Second Monday in October

· Thanksgiving - Fourth Thursday in November Additionally, if, by Executive Order or similar action, the President of the United States excuses Executive Branch employees from duty (as of December 24, 2007 and December 26, 2014) and closes executive branch departments and agencies, the contractor will not schedule or conduct training on affected day(s).

4.2 PLACE OF PERFORMANCE

4.2.1 Tele VR&E-Counseling Sessions

4.2.1.1 Tele VR&E Requirements

Tele VR&E sessions shall adhere to the following requirements:

1. Use of VR&E video conferencing, also referred to as tele-counseling technologies, shall adhere to industry standards in performing medical sessions through the use of tele-counseling.

2. The Contractor shall document that videoconferencing was used for the referred session.

3. The Contractor shall only utilize software and technology which has been certified as HIPAA compliant by the VR&E for use.

4. The Contractor shall ensure Examiners are properly trained to perform tele-counseling sessions.

5. The Contractor shall outline a procedure to positively identify Claimants at the start of each tele-counseling session.

6. The Contractor shall verify the Claimant’s physical address for emergency purposes at the time of exam.

7. Claimant shall be willing to participate in Tele VR&E session.

4.2.1.2 Tele VR&E Equipment

The Contractor shall only utilize software and technology which has been certified as HIPAA compliant by the US Department of Health and Human Services. It is the responsibility of the Contractor to ensure that the Examiner has the appropriate equipment to complete Tele VR&E sessions. The Contractor shall not require the Claimant to purchase any equipment for the session.

A technology failure is only considered such once the videoconference has been successfully established at the outset of the Tele-VR&E session and is then unexpectedly disrupted and cannot be restored back to the intended full use of that modality alone (i.e., an alternative process is needed). VBA Contractors will follow a consistent process in addressing technology failures during tele-counseling appointments, prioritizing ethical practice, and patient safety.

The source of the technology failure can be on the part of the VBA Contractor the Claimant/Servicemember being examined, or both, and in some cases the source may be unknown. Regardless, in the event of a technology failure during a Tele-VR&E session, any steps to re-start, re-connect, and fix the problem should be attempted first, communicating such with the Claimant or Servicemember if possible.

In the event that the technology failure cannot be fixed, the VBA Contractor shall implement and document in accordance with the VBA Tele-VR&E Session Technology Failure Plan, using the alternatives outlined.

Procedures: Technology failures during videoconferencing may include but are not limited to one or more of the following:

· Video Failure

· Audio Failure

· Loss of Internet Connectivity

· Device Failure (i.e., computer/laptops, tablet, smartphone)

· Other issues

In the event that one or more of the noted common technology failures occurs during the videoconference and after at least one unsuccessful attempt of at least five minutes to restore the Tele-VR&E session back to the intended full use of that modality alone, the following alternatives are offered:

1) If there is audio failure, attempt to add an audio component via the telephone.

2) If there is video failure, continue the session using the audio component.

3) If there is video failure and audio failure and if it is at a point in the session where it is feasible to complete the session via the telephone, then do so.

4) If there is a loss of internet connectivity, device failure, other issues and if it is at a point in the session where it is feasible to complete the session via telephone, then do so.

5) In the event that the examiner determines that it is not feasible to complete the remainder of the session using these alternatives, the examiner should ensure safety to end the session due to technology failure and reschedule (notifying the claimant and the Contractor).

In the event of a technology failure, the examiner should make every attempt to keep the claimant apprised of any actions being taken to re-establish connection, resume with alternatives, or reschedule the session.

4.2.1.3 Tele VR&E Participation

In order to determine exclusionary factors and confirm participation in a tele-counseling evaluation, called a Tele VR&E exam, the Contractor shall contact the Claimant by phone. If during this telephone interview any of the exclusionary factors listed below become obvious, the Claimant shall not be scheduled for a Tele VR&E session. During the phone contact there is to be an explanation addressing concerns of privacy, dignity, and confidentiality, and assurance that the session is not recorded. The Claimant must possess mental capacity and adequate sensory abilities to participate. Exclusionary factors are listed below:

1. Inability to effectively communicate due to:

· Hearing impairment

· Language barrier

· Speech impediment

· Memory deficit

2. Inability to effectively verbalize/express information.

4.2.1.4 Tele Presenter

The Government will facilitate the general office support to include the issuance of PIV cards for Contractors to access information systems that will support Tele-counseling (VT) sessions. Contractors will have access to any essential systems needed to support the VT initiative. These systems will include but are not limited to: CWINRS, e-VA VBA Citrix Access Gateway (CAG) as necessary to support the office CWINRS and e-VA systems. The Contractor should initiate requests for initial resources immediately following receipt of notification of initiation of a background check for any resource requiring such access. The Government will provide access to information and data to include network access relative to performing the tasks required. The Contractor shall not divulge any information about VBA Claimants, tele-counseling data processing activities or functions, user identifications, passwords, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor shall observe and comply with the security provisions in effect at the VBA facility. Identification shall be worn and displayed as required, during all tele-counseling video conferencing.

Training requirements: The Contractor shall complete all mandatory training courses on the current VA training site, the VA Talent Management System (TMS), and will be tracked therein. The TMS may be accessed at https://www.tms.va.gov/SecureAuth35/. If you do not have a TMS profile, go to https://www.tms.va.gov/SecureAuth35/ and click on the “Create New User” link on the TMS to gain access.

4.2.1.5 Tele VR&E Face-to-Face Interaction

The session shall not be conducted solely by telephone; the Examiner shall have “face to face” interaction with the Claimant. The conference shall take place in real time and not be “store and forward” case review.

4.2.1.6 Tele VR&E Tasks

The primary place for performance of tasks under this PWS shall be at a designated Government sites and Contractor facilities located within each combined region and individual regional office jurisdiction. These counseling sessions are for Claimants that are seen by the contract Counselors in person. The Contractor shall be available to provide services within major population areas no more than 50 miles one way in major metropolitan area, and 100 miles one way in rural area, from the Claimants’ residence and/or training facility. See RO listing in Attachment A_VR&E Directory.

Claimants may also require services at alternate meeting locations. The Contractor shall provide services at an appropriate private, professional, and accessible setting or at the Claimant’s residence. Case management services for Claimants in training programs shall be held at the training facility unless alternate arrangements are requested by the Claimant or the facility is unable to provide private space. See Section 10.0 Geographical Service Areas for Counseling Services.

When available and at the VA’s sole discretion, VA may offer space for contract counselors to meet privately with Claimants. Note that in some situations, VA may determine that it is in the VA’s best interest for Contractors to meet with Claimants in designated VA or Department of Defense (DoD) space. In those cases, the task order for the RO will disclose these contingencies along with other considerations the Contractor must be aware of.

5.0 TRAVEL

VA may authorize travel at time of referral for specialized cases requiring the Contractor to meet with the Claimant at his or her home or some other approved location. For services that are 50 miles outside the radius of the closest RO, out-based offices or VA Medical Center to the referred Claimant, travel time to and from the destination will be invoiced at 50% of the unit price. (Column E on the spreadsheets of each regional office within Attachment D, Contracts Price_Cost Schedule) for CLIN 0006B5 for the base year, and of the corresponding CLIN for each option year (1006B5, 2006B5, 3006B5 and 4006B5).

Travel and mileage will be paid In Accordance With (IAW) the Federal Travel Regulations (FTR), www.gsa.gov/ftr, for the distance traveled to and from the destination. The travel distance (mileage) and time will be calculated by using MapQuest.com with the starting point being the Claimant’s address or meeting location. The VA COR will pre-approve the reimbursable travel labor rate and mileage prior to the travel. This pre- approval will take place at the time a request is made for a request for travel reimbursement upon receipt of referral. Travel that occurs without prior approval will not be reimbursed.

Example:

RO, out-based office or VAMC is 200 miles from referred Claimant. Mileage would be paid at the travel rate of 150 miles plus FTR as follows: 200 – 50 = 150 one way (150 miles/60 minutes = 2.5 hours of travel time) 2.5 hours X $10.00 ($10.00 = prorated per diem Travel Rate per hour) = $25.00 + mileage at FTR.

Note: This EXAMPLE equals: @25.00 Travel Rate + mileage at the FTR. The return trip would be commuted the same way.

Offerors must have appropriate office space to meet with the Claimant inside and outside the 50-mile radius and must provide for private, professional meeting space in accordance with Attachment A_VR&E Directory.

In special circumstances, VA may authorize reimbursement in accordance with Federal Travel Regulations when VA requires an in-home assessment or other specialized visits, such as might occur in approximately 10% of VA referrals. Service Group B-2 is an example of when specialized travel may be required. The Contractor is responsible for assisting Claimants in claiming reimbursement for authorized travel overseas and local as needed. The VR&E Officer or designee shall authorize Contractor travel at the time of request for travel once the referral is scheduled, in writing, prior to that start of the travel. Travel and per diem outside of the aforementioned parameters shall be separately reimbursed in accordance with Federal Travel Regulations, by the most effective cost measures by a separate Travel CLIN. The current General Services Administration (GSA) reimbursement rate for privately owned vehicles will prevail. http://www.gsa.gov/portal/content/100715. If the Claimant is authorized to travel at Government expense, Contractor shall submit completed VAF20-0968, Claim for Reimbursement of Travel Expenses within three (3) calendar days after completion of Claimant travel. Note that for foreign workload, it is expected that Contractors will meet these same requirements, with no more than 10% of travel being reimbursable by the VA. Travel may be authorized in unique cases (i.e., Training) outside the parameters above, however, in all cases; authorization to bill for travel must be approved at the time a request is made by the Contractor. See Attachment _ - Voucher for Mileage Allowance.

For Contractors providing services outside the continental United States (OCONUS), the following RO’s are responsible for services OCONUS: Pittsburgh (311). A list of OCONUS locations is listed in Attachment A_VR&E Directory. Contractors providing services OCONUS shall have appropriate staffing in the OCONUS region for the RO proposed and must submit pricing separately for OCONUS areas to be served. The following locations will be considered the OCONUS location for staffing purposes as follows:

· Pittsburgh (311) = Germany

· Honolulu (459) = Honolulu

· San Juan (355) = San Juan Note that for foreign workload, it is expected that the Claimant will travel to the OCONUS location 90% of the time. OCONUS Contractors shall meet the same qualification requirements as Contractors providing services in the United States.

6.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

· Initial Evaluation

· Case Management/Rehabilitation Services

· Employment Services For each of the three (3) major service groups – Initial Evaluation; Case Management/Rehabilitation Services; and Employment Services - VBA will provide case-related documents as needed from the Counseling Evaluation Rehabilitation (CER) file to the Contractor.

6.1 TASK 1 – QUALITY ASSURANCE PLAN

The Contractor shall submit with their proposal a Quality Assurance Plan (QAP) that will cover all services to be provided. The Contractor’s QAP will describe the Contractor’s Quality Assurance (QA) capability and how they will assess all aspects of the Contractor’s business and vocational and counseling operations, to ensure that the performance standards stated in the contract are met. The Government, at the technical program-level, expects to work with and through the Contractor’s quality assurance organization in 1) assessing and validating Contractor performance, 2) documenting Contractor-identified performance issues, 3) implementing performance improvement projects, and 4) monitoring corrective action as appropriate. The QA function will confirm the validity and reliability of management indicators and/or compliance with requirements. The QA function will review and report on high-risk processes. In the event of awards to a prime Contractor with one or more sub-contractors, the prime Contractor is expected to fully integrate sub-contractors into the QA process; therefore, all providers within the Contractor’s network shall be integrated into the QA process. The QA Plan should provide for growth and improvement of performance levels. See Attachment F_Quality Assurance Review of Reports.

Deliverable: Quality Assurance Plan

6.2 TASK 2 - PERSONNEL STAFFING PLAN

In view of the need for the Contractor to deliver the performance expected under this contract and to minimize staff turnover, the Contractor needs to be able to identify, recruit, hire, and retain competent, capable staff during the course of the contract period of performance. The Contractor shall provide a Personnel Staffing Plan. This plan will identify, recruit, hire, and retain competent, capable staff, and to minimize disruption to the contract due to turnover of staff. The Personal Staffing Plan will outline the staffing structure and how fully mission capable staff will be provided within thirty (30) calendar days of contract award.

Deliverable: Personnel Staffing Plan

6.3 TASK 3 – SERVICE GROUP A – INITIAL EVALUATIONS

6.3.1 A-1 Complete Initial Evaluation Plan

The Initial Assessment shall provide the VR&E counselor with sufficient information about the Servicemember’s/Claimant’s prior education, work history, military experience, and the vocational impact of disabilities in relation to the work environment/requirements to support a determination of entitlement. The initial evaluation shall also provide collaborative vocational exploration; testing; analysis of transferable skills; assessment of interests, aptitudes, and abilities; exploration of labor market conditions; and collaboration with the Servicemember/Claimant in the development of a draft rehabilitation plan leading to determination of feasibility to achieve a vocational goal, entry into suitable employment, and/or maximum independence in the community. The average number of hours to complete an initial assessment is eight (8) hours. The VA may order portions of an initial assessment as listed below, and the Contractor must meet the specified timeframes. Note that combined services below do not equal an initial evaluation but represent some aspects of the entire evaluation.

6.3.3 A-2 Vocational Evaluation

The report shall include medical, educational, and vocational history, including identification of functional capacity for work, barriers to employment, and assessment of transferable skills; vocational testing to include assessment of academic functioning, interests, aptitudes, and abilities and review the test analysis, results, and implications with the Claimant. A written report is due within 30 calendar days after referral by the VA, unless otherwise specified in the task order. The average number of hours to complete a Vocational Evaluation is five (5) hours.

6.3.3 A-3 Transferable Skills Analysis

The report shall include an analysis of the Claimant’s current physical capacity, along with worker traits, intellectual level and personal characteristics shown by testing, as well as the Claimant’s work and educational history in comparison to the characteristics and demands of specific jobs. The analysis shall also outline transferable skills for direct employment or skills that may be built upon for future employment. A written report is due within 30 calendar days after referral by the VA unless otherwise specified in the task order. Average time to complete a Transferable Skills Analysis is two (2) hours.

6.3.4 A-4 Vocational Exploration

The report shall include a collaborative effort between the contract Counselor and Servicemember/ Claimant that considers transferable skills, impact of disability condition and residual functioning, vocational testing results, labor market conditions and demands, assistive technology and job modifications, need for services to improve independence in the home and community, and other factors. Note that testing and transferable skills analysis may be required as a part of this package in some cases. Vocational Exploration shall result in the joint development of a draft rehabilitation plan (IWRP, IEEP, and IEAP). A written report is due within 30 calendar days after referral by the VA unless otherwise specified in the task order. Average time to complete Vocational Exploration is four (4) hours.

6.3.5 A-4(a) Vocational Testing (Individual)

The individual test must include an assessment of academic functioning, interests, and aptitudes. Scored, interpreted test results, and raw test materials shall be provided to the VA along with relevant testing related behavioral observations within seven (7) calendar days of testing. The average number of hours to complete an individual testing, documentation or scoring is three (3) hours.

6.3.6 A-4(b) Vocational Testing (Group)

Additional Servicemembers/Claimants may be added under this service to referral A-4(a) above, for the purpose of constituting a group testing session. Additional Servicemembers/ Claimants added shall be priced at a per-Servicemember/Claimant rate for testing materials, scoring, and document preparation only. The cost of time for proctoring the tests will be included in the cost of the service A-4(a) above. Referrals under this service will only be made as an add- on to a referral for service A-4(a). The average number of hours to score and document testing results for additional Servicemembers/Claimants is one (1) hour per Servicemember/Claimant. Scored, interpreted test results, and raw test materials shall be provided to the VA along with relevant testing related behavioral observations within seven (7) calendar days of testing. Group size shall not exceed 12.

All services provided in Service Group A must be provided by Counselors who meet the qualifications outlined below in Section 9, Key Personnel and are listed as such within the contract. The Contractor will utilize mandatory forms and work aids identified in the M28R manual, below.

6.3.7 A-4 Reports for Service Group A

Preparation of a written report and required forms to VA shall be in compliance with guidance in the M28R manual at (http://benefits.va.gov/WARMS/M28R.asp). Reports shall be delivered within 30 calendar days of referral. If the deliverable due dates cannot be met due to unavailability of the Servicemember/Claimant or other related issues, the Contractor shall contact the VA Counselor prior to the deadline to review extenuating circumstances and request an extension. Extensions are subject to VA approval. VA Vocational Rehabilitation Counselors, Employment Coordinators, VR&E Officers may approve extensions. These will be documented on the VR&E contract referral form.

Report templates for Service Group A are located in this contract under Attachment E – Report Templates.

6.3.8 A-4 Payments for Service Group A

The billable unit will be the delivery of the completed report, which documents the work performed. All Service Group A packages are flat-rate packages, payable if complete services are delivered within the stated performance standards.

6.3.9 Deliverables

6.3.9.a Complete Initial Evaluation 6.3.9.b Complete A-1 Vocational Assessment 6.3.9.c Complete A-2 Transferable Skills Analysis 6.3.9.d Complete A-3 Vocational Exploration 6.3.9.e Complete A-4 Vocational Testing (individual) 6.3.9.f Complete A-4 Vocational Testing (group) 6.3.9.g Complete Service Group A Reports

6.4 TASK 4 – SERVICE GROUP B – CASE MANAGEMENT

The Contractor will provide case management services as required to achieve the objectives of the written rehabilitation plan provided by the VA, to include supportive services, such as addressing medical, financial, academic, and community needs, and preparing Claimants to become ‘job ready.’ Case Management requires frequent and ongoing services that are provided during Claimants’ participation in rehabilitation plans to continually address and provide supportive services and track progress in the following areas: academic, job readiness, medical, financial, independent living, and community issues.

The Contractor providing case management support, in accordance with the rehabilitation plan, shall:

Establish rapport with the Claimant and maintain active contact with the Claimant via face-to-face meetings at the Claimant’s educational facility and through frequent phone and email contacts. The purpose of the contacts is to continually assess progress in all aspects of the rehabilitation plan and provide supportive services or referrals to address academic, medical, financial, or other problems/ stressors that present barriers to successful completion of the rehabilitation plan.

1) Obtain information needed to document the Claimant’s progress, including transcripts, academic schedules, medical reports, etc. Review information and address any problems and concerns with appropriate counseling, guidance, referrals, and/or consultation with VA counselor.

2) Develop and maintain a referral system to ensure that the Claimant is given access to available vocational rehabilitation, medical, or other VA benefits for which he or she is eligible.

3) Coordinate the receipt of services with appropriate medical providers or other providers. As appropriate, participate in treatment team and discharge planning to ensure continuity of services and incorporation of medical or vocational recommendations into the rehabilitation plan.

4) Serve as a liaison between service providers, educational facilities, etc. and the Regional Office - VR&E Division to ensure the Claimant’s receipt of the services and benefits, including subsistence allowance, books, tuition payment, medical referrals, etc.

5) Identify the supplies and services specifically required for the Claimant by the VA approved rehabilitation plan, and coordinate with VA to facilitate receipt of these items.

6) Serve as a liaison to the State vocational rehabilitation service, state workforce board employees, and other Federal, State and community agencies to ensure Claimant’s receipt of needed services.

7) Recommend revisions to the rehabilitation plan as the Claimant’s circumstances dictate; and

8) Continually document contacts and actions for the file on VA Form 28-119. Document required face-to-face case management meetings on VA Form 28-1905D in accordance with level of service. Utilize required forms for educational referrals (28-1905) and medical referrals (28- 8861), obtaining required VA signatures. Utilize these and other mandatory forms and work aids identified in the M28 manual.

6.4.1 Service Levels

Under the umbrella of case management, VA will specify the service level of case management support necessitated by the complexity of the individual case in the rehabilitation plan. The Contractor is required to perform the requirements in accordance with the service levels noted in B-1 through B-3 below.

6.4.1.1 B-1 Standard Case Management

This category includes Claimants pursuing long-term training programs who are in need of on-going support toward achievement of employment goals. Personal face- to-face contact must be made at least once per school term or more frequently if the Claimant’s circumstances dictate. The school term is defined by the training facility. Average face-to-face contact is once every 4 months, with routine support provided in an ongoing manner. Average hours meeting (to include prep-time, meeting, and post actions) for standard case management is one and a quarter (1.25) hours. Additional meetings (hours) may be requested and pre-approved by the VR&E officer as an individual case requires.

6.4.1.2 B-2 Intensive Case Management

This category of services includes Claimants who need substantial assistance to achieve rehabilitation goals and/or those in short term rehabilitation programs, such as certificate training programs, extended evaluation programs, etc. Personal contact must be made on a frequent basis to ensure close monitoring of progress and quick response to need for services, interventions, or referrals. At least one personal contact per month (no more than 30 days between each meeting) must be face-to-face. Monthly reports will also document on-going intervention as needed. The average hours per month to provide intensive case management is two (2) hours.

6.4.1.3 B-3 Interrupted Follow-Up Services

This category of services is provided to Claimants who need ongoing follow-up services during a period of medical or other interruption to ensure that service needs are met. Frequency of contact is dictated by Claimant needs and circumstances. This level of service requires a minimum of at least one monthly verbal contact (no more than 30 days between each contact). More frequent contact by phone and/or e-mail is recommended. Face-to-face contacts are preferred, but not required. If attempts to provide verbal and/or face-to-face contact are unsuccessful, documentation will reflect follow-up by mail and other appropriate avenues. Billing for this package will be considered if the file demonstrates sufficient effort for follow-up; however, failure of the Claimant to cooperate must be staffed with the VA at least monthly for consideration of payment beyond the first 30 days when the Claimant is not cooperating. The average hours per month to provide follow-up services is one (1) hour.

6.4.2 B-4 Additional Case Management

Additional meetings (hours) may be requested and pre- approved by the VR&E officer as an individual case requires.

6.4.3 Reports for Service Group B

The Contractor shall provide services to the Claimant as specified in the service levels above (i.e., Standard, Intensive, or Interrupted Follow-Up), and a case management report shall be submitted monthly for Standardized (case notes documenting on-going contact are sufficient except when documenting face-to-face meetings), Intensive and Follow-Up Service categories, and after each face-to-face contact for Standard Case Management Services (face-to-face meeting may be included with regular monthly report). The report shall describe the Claimant’s progress in relation to each objective of the rehabilitation plan, including interventions made and actions to be taken. The VA requires copies of documented case management activities (i.e., forms, phone contacts, etc.) to be submitted on a monthly basis. Under no circumstances may a Contractor continue to provide and bill for services when required follow-up is not being provided due to lack of follow-up by Contractor or non- cooperation by the Claimant. Reports are due within seven (7) calendar days of each face-to-face visit, with summary reports required each 30 calendar days and at conclusion of case management services. See Attachment E_Report Templates, for the report template.

All services provided in service group B must be provided by Counselors who meet the qualifications outlined below in Section 9, Key Personnel. Contractor will utilize mandatory forms and work aids identified in the M28 manual.

6.4.4 B-1 Payment for Service Group B

All Service Group B services are monthly packages, which may be referred for time periods of one or more months. Payment is dependent upon delivery within established performance standards. Although referrals may be made for multiple months, billing will be accepted for monthly increments. No payments under Service Group B will be issued on a pro-rated basis (partial month).

6.4.5 Deliverables

Complete B-1 Standard Case Management Services Complete B-2 Intensive Case Management Services Complete B-3 Interrupted Follow-Up Services Complete B-4 Additional Case Management Services Complete Service Group B Case Management Reports

6.5 TASK 5 – SERVICE GROUP C – EMPLOYMENT SERVICES

Employment Services are for those Claimants deemed capable of re-entering into the workforce. The Contractor will be required to place Claimants into suitable employment, as defined by CFR 21.283(b). Suitable employment must be consistent with criteria in VA’s M28 manual guidance. When evaluating quality of Contractor work, VA will consider performance in all areas, with future referrals being made based on overall quality. Poor performance in any category could impact future contract referrals for all categories of services. The link for VA’s Annual Budget Submission online is http://www.va.gov/budget/products.asp. Services provided are to assist Claimants to obtain and maintain suitable employment consistent with the Claimant’s rehabilitation plan. This includes job readiness assistance, résumé development, interview skills and job placement services, and post-placement follow- up.

At each stage, contract Counselors may consider and recommend additional services if needed, including but not limited to: remedial or developmental instruction; personal or adjustment counseling; adaptive equipment or assistive technology; independent living services; medical services; financial services, etc.; and/or other benefits from the VA, State vocational rehabilitation programs, and/or community programs.

6.5.1 C-1 Stage 1: Job Readiness Assessment and Job Readiness (Roadmap to Employment):

The Contractor shall complete the job readiness assessment within 30 calendar days after Contractor’s receipt of the referral for job readiness assessment services. The job readiness assessment will be conducted via at least one face-to-face meeting (which may include tele-counseling) with the Servicemember(s)/Claimant(s) and shall address the Servicemember(s)/Claimant(s) job readiness skills in the following areas: job seeking skills; interview skills; application preparation skills; disability disclosure and self-advocacy skills; knowledge of labor market conditions; realistic job/salary expectations; quality of resume or need for assistance to refine resume; and approach to job search process. Average hours to complete the Roadmap to Employment is ten (10) hours.

6.5.1.1 Job Readiness Services

The Contractor shall provide direct services necessary to assist Servicemember(s)/Claimant(s) with job readiness, in accordance with the Servicemember(s)/Claimant(s) rehabilitation plan. Services include:

1) Training in interview skills, including recorded mock interviews for playback and instructional/ constructive feedback, and addressing appropriate dress/grooming, typical interviewing questions and appropriate, concise responses;

2) Résumé preparation services s to include monthly live webinars on resume writing and assure each Servicemember(s)/Claimant(s) in attendance has a marketable resume in accordance with his/her IWRP/IEAP;

3) Provide training on job seeking skills through social media branding, networking and skills building and assistance to the Servicemember(s)/Claimant(s) to understand local labor market. This includes salary and benefit information, and soft skills to include clarifying expectations, attitude, dependability, budgeting, and problem solving;

4) Provide training to the Servicemember(s)/Claimant(s) on how to identify suitable job openings, and how to schedule interviews; including providing job bulletins providing a calendar of relevant hiring events, and

5) Provide training to the Servicemember(s)/Claimant(s) on disability awareness, for appropriate disclosure of disability information, including how to self-advocate effectively for reasonable accommodations, services, and equipment

6.5.1.2 Reports for C-1 Stage 1

The report shall be delivered within thirty (30) calendar days of initial appointment. See Section J for how the report shall be submitted. The Contractor will utilize mandatory forms and work aids identified in the M28R manual.

6.5.1.3 Deliverables

1) Complete Stage 1 Job Readiness Assessment Report, with an explanation of services and Servicemember(s)/Claimant(s) improvement related to interviewing skills, social media branding and networking

2) Copy of the Servicemember(s)/Claimant(s) initial resume and updated resume

3) Copies of any job bulletins and job leads provided to the Servicemember(s)/Claimant(s)

6.5.2 C-2 Stage 2: Job Placement Services and Follow-up

The Contractor shall meet individually with the Servicemember(s)/Claimant(s) to provide individualized job placement services within 14 calendar days after Contractor’s receipt of the referral for job placement services and continue to provide case-specific services throughout the final employment follow-up. The following job placement services may be required by the Contractor to assist the Servicemember(s)/Claimant(s) in preparing for and obtaining suitable employment in compliance with their VR&E program goal.

6.5.2.1 Job Placement Services:

The Contractor shall provide direct services necessary to assist the Servicemember(s)/Claimant(s) in entering suitable employment, in accordance with the Servicemember(s)/Claimant(s) rehabilitation plan. Services include:

1. Scheduling job interviews, providing job leads, and follow-up services with employers to facilitate hiring actions and successful job placement.

2. When necessary, accompany Servicemember(s)/Claimant(s) on job interviews, assist with the identification of required job accommodations.

3. Assist the Servicemember(s)/Claimant(s) with coordination of access to State Workforce Agency and school placement services.

4. Make recommendations to VR&E for supplies or services specifically required for the Servicemember(s)/Claimant(s) to secure and maintain suitable employment.

The Contractor will meet face-to-face (which may consist of tele-counseling sessions) with Servicemember(s)/Claimant(s) being provided job placement assistance at least once during each 30 calendar day period or more frequently if the situation dictates; the Contractor shall provide at least five documented and viable job leads (unless fewer are approved by VA and thus noted on referral form) and follow-up each week; and corresponding reports that document job placement activity of both the Contractor and Servicemember(s)/Claimant(s), to be received at VA by the last day of each month (following the first report that will be submitted within 30 days after referral).

The Contractor will provide a calendar of scheduled dates for group or individual sessions for social media branding and review during job search activities as well as a monthly calendar for the Servicemember(s)/Claimant(s) with hiring events relevant to the Servicemember(s)/Claimant(s) needs/goals.

The average number of hours per month per Servicemember(s)/Claimant(s) for and Job Placement Services and follow-up is eight (8) hours. This information is given for the offeror to identify adequate staffing.

6.5.2.2 C-3 Follow-up Services

The contractor is required to provide continued follow-up and guidance until the Servicemember(s)/Claimant(s) achieve “rehab ready” status, meaning that the Servicemember(s)/Claimant(s) has maintained employment for at least 60 calendar days with no adjustment issues for traditional employment or one year for self- employment or contract jobs. At least one meeting will be conducted face-to-face during each thirty (30) calendar day period.

More extensive job placement follow-up services may be required prior to declaring the Servicemember(s)/Claimant(s) “rehab ready.” The Contractor shall meet with the Servicemember(s)/Claimant(s) as determined necessary to ensure stability on the job. These follow-up meetings may be held via e-mail, face-to-face, phone, etc.

Final employment follow-up will be reported when suitable employment can be considered to be achieved, which is when the Servicemember(s)/Claimant(s) has been employed no less than 60 days or the VA specified length of follow-up (e.g. – temporary employment MUST be followed for a minimum of one year) in a position consistent with the IWRP/IEAP objective(s); follow-up reveals satisfactory adjustment with no aggravation of disability conditions, and expectation of continuing, undisrupted employment. The report will be submitted to the VA representative within 5 days after the last day of required follow-up. The Servicemember(s)/Claimant(s) will be considered to have achieved a Rehabilitated Status when the VA case manager is in receipt of a properly executed and complete final employment follow-up report, and concurrence is obtained from the VA case manager (VRC) regarding the Servicemember(s)/Claimant(s) achievement of suitable employment.

6.5.2.3 Reports for C-2 Stage 2

The report shall be delivered within thirty (30) calendar days of initial referral and every thirty (30) calendar days thereafter. The Contractor will utilize mandatory forms and work aids identified in the M28R manual.

6.5.2.4 Deliverables

· Complete Stage 2 Job Placement Services

· Complete Stage 2 Job Services Reports

6.5.3 C-3 Stage 3

The contractor will perform the following:

1) Develop OJT and/or NPWE opportunities for Servicemember(s)/Claimant(s) related to IWRP/IEAP within 30 days of referral.

2) Coordinate with VA case manager and/or Employment Coordinator to fully develop the OJT/NPWE to include completion of paperwork (VA staff will be required to sign the documentation, the documents will not be signed by the Provider)

3) Monitor and case manager Servicemember(s)/Claimant(s) in OJT/NPWE for time period assigned in agreement. Follow-up contacts and supportive counseling with the Servicemember(s)/Claimant(s) to ensure successful adjustment & placement and furnish a brief report at 30-day intervals from the start date of the Servicemember(s)/Claimant(s) OJT/NPWE. Contractor is expected to contact the Servicemember(s)/Claimant(s) at least one time per month during the follow-up period. Contractor will also communicate with the employer at least one time per month. Contractor will communicate with VA Case Manager immediately if any issues arise with the Servicemember(s)/Claimant(s) and/or employer.

6.5.3.1 Reports for C-3 Stage 3

For Stage 3, the contractor is required to provide two (2) bi- monthly progress reports by the 15th and 30th of each month (15th and 28th in February) in accordance with the M28R manual.

Submit a final report to VA case manager within two weeks of completion of OJT/NPWE time period.

IF OJT/NPWE transitions into permanent employment, provide a minimum of 60 days follow-up. Furnish brief reports at 30-day intervals from date Servicemember(s)/Claimant(s) is permanently employed (after completion of the OJT/NPWE).

Final employment follow-up will be reported when suitable employment can be considered to be achieved, which is when the Servicemember(s)/Claimant(s) has been…