D.1 RFP M0026426R0001.pdf

SEE ADDENDUM

(No Collect Calls)

M0026426R0001 30-Sep-2025

b. TELEPHONE NUMBER

(703) 432-1684

8. OFFER DUE DATE/LOCAL TIME

10:00 AM 03 Nov 2025

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA X ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

M002649. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

BRADLEY A. HOOVER

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.X

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED OR X

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

MCINCR - RCO

2010 HENDERSON RD CAPT BRADLEY A. HOOVER

QUANTICO VA 22124

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE 16. ADMINISTERED BY

SEE SCHEDULE

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

FAX:

TEL: (703) 432-1684

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

X 8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$16,000,000

NAICS:

624190

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF97

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

M0026426R0001

Section SF 1449 - CONTINUATION SHEET

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12 Months 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

0002 12 Months Call Center Support

FFP

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

Period.

Contact Center Support

FFP

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

0003AA 12 Months Camp Lejeune Contact Center Support

FFP

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

Period.

0003AB 12 Months Camp Pendleton Contact Center Support

FFP

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

Period.

Field Service Support

FFP

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

Period.

0004AA 12 Months Seattle, WA. Field Service Support

FFP

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

Period.

0004AB 12 Months Jacksonville, NC. Field Service Support

FFP

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

Period.

0004AC 12 Months Wichita, KS. Field Service Support

FFP

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

Period.

0004AD 12 Months Orlando, FL. Field Service Support

FFP

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

Period.

0004AE 12 Months Minneapolis, MN. Field Service Support

FFP

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

Period.

0005 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

0006 1 Each OPTION Phased Transition-In Period

FFP

Optional Phased Transition-In Period, in accordance with PWS Section 9.1, and

FAR 52.217-7.

1001 12 Months OPTION Program Management

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR

52.217-9 for Option Period One.

1002 12 Months OPTION Call Center Support

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-

9 for Option Period One.

OPTION Contact Center Support

FFP

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

Period One.

1003AA 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR

52.217-9 for Option Period One.

1003AB 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR

52.217-9 for Option Period One.

OPTION Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1004AA 12 Months OPTION Seattle, WA. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1004AB 12 Months OPTION Jacksonville, NC. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1004AC 12 Months OPTION Wichita, KS. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1004AD 12 Months OPTION Orlando, FL. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1004AE 12 Months OPTION Minneapolis, MN. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period One.

1005 Each OPTION Travel

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."

2001 12 Months OPTION Program Management

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR

52.217-9 for Option Period Two.

2002 12 Months OPTION Call Center Support

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-

9 for Option Period Two.

OPTION Contact Center Support

FFP

Period Two.

2003AA 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR

52.217-9 for Option Period Two.

2003AB 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR

52.217-9 for Option Period Two.

OPTION Field Service Support

FFP

52.217-9 for Option Period Two.

2004AA 12 Months OPTION Seattle, WA. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Two.

2004AB 12 Months OPTION Jacksonville, NC. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Two.

2004AC 12 Months OPTION Wichita, KS. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Two.

2004AD 12 Months OPTION Orlando, FL. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Two.

2004AE 12 Months OPTION Minneapolis, MN. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Two.

2005 Each OPTION Travel

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."

3001 12 Months OPTION Program Management

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR

52.217-9 for Option Period Three.

3002 12 Months OPTION Call Center Support

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-

9 for Option Period Three.

OPTION Contact Center Support

FFP

Period Three.

3003AA 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR

52.217-9 for Option Period Three.

3003AB 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR

52.217-9 for Option Period Three.

OPTION Field Service Support

FFP

52.217-9 for Option Period Three.

3004AA 12 Months OPTION Seattle, WA. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Three.

3004AB 12 Months OPTION Jacksonville, NC. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Three.

3004AC 12 Months OPTION Wichita, KS. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Three.

3004AD 12 Months OPTION Orlando, FL. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Three.

3004AE 12 Months OPTION Minneapolis, MN. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Three.

3005 Each OPTION Travel

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."

4001 12 Months OPTION Program Management

FFP

Task 1- Program Management in accordance with PWS Section 6.1 and FAR

52.217-9 for Option Period Four.

4002 12 Months OPTION Call Center Support

FFP

Task 2- Call Center Support in accordance with PWS Section 6.2 and FAR 52.217-

9 for Option Period Four.

OPTION Contact Center Support

FFP

Period Four.

4003AA 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 3- Contact Center Support in accordance with PWS Section 6.3 and FAR

52.217-9 for Option Period Four.

4003AB 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 4- Contact Center Support in accordance with PWS Section 6.4 and FAR

52.217-9 for Option Period Four.

OPTION Field Service Support

FFP

52.217-9 for Option Period Four.

4004AA 12 Months OPTION Seattle, WA. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Four.

4004AB 12 Months OPTION Jacksonville, NC. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Four.

4004AC 12 Months OPTION Wichita, KS. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Four.

4004AD 12 Months OPTION Orlando, FL. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Four.

4004AE 12 Months OPTION Minneapolis, MN. Field Service Support

FFP

Task 5- Field Service Support in accordance with PWS Section 6.5 and FAR

52.217-9 for Option Period Four.

4005 Each OPTION Travel

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."

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 or return to active duty. 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.

2. 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.

3. 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 non-medical 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).

4. 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.

5. 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

Target Population Classification Location Contact Frequency

Very Seriously Injured (VSI) WWCC / Contact Centers Every 6 months

Seriously Injured (SI) WWCC / Contact Centers Every 12 Months

Not Seriously Injured (NSI) WWCC / Contact Centers as needs are identified

Integrated Disability evaluation

System (IDES) Contact Centers

Two times: 1) Referral to

IDES, 2), and at culmination of IDES findings

Disability Retirement List

(Temporary / Permanent

TDRL/PDRL) WWCC / FSR 120 Days

Assessments WWCC / Contact Centers Every Contact

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.

6. 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 will utilize the Government’s designated, published phone number. 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

Platform Monitoring

Facebook 0800-2000 M-F

Instagram 0800-2000 M-F

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.

FSR Location Average

Caseload

% per Site

Seattle, WA 25 20%

Jacksonville, NC 25 20%

Wichita, KS 25 20%

Orlando, FL 25 20%

Minneapolis, MN 25 20%

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.

7. 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

PWS

Reference Deliverable Title Content Due

5.4 and

6.1.1 Monthly Status Report Described in PWS 5.4 and 6.1.1 (e)

No later than the 10th business day of the month for the preceding month.

6.1.1 Quarterly Newsletter See 6.1.1 (f)

By the 10th business day following the end of a federal fiscal quarter.

6.1.1 Monthly Demographics Report

Target population statistics such as gender, age, common medical conditions, and others.

No later than the 10th business day of the month for the preceding month.

6.1.1 Standard Operating Procedures

At a minimum:

- 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

9.1 Phased Transition-In Plan

- Roles and Responsibilities

- 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

9.2 Transition-Out Plan Minimum content at PWS 9.2

No later than 90 calendar days prior to contract expiration

10.3 Visit Authorization Letter

Government form provided at time of award.

Initial VAL due within 10 business days of award.

Subsequent submissions as warranted due to contractor personnel staffing changes.

10.5 Non-Disclosure Agreement

Government form provided at time of award.

Within 10 business days of award and subsequent new hires.

5.7 Kick-off Meeting Minutes

-Title of Meeting with date, contract number, and contractor name

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

Within 2 business days of the meeting.

- Summary of the discussions, decisions, agreements reached

-Assigned action items and personnel responsible for addressing/executing action item

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:

• Strong interpersonal communication skill set, including negotiating skills, and excellent oral and written communication skills;

• Ability to work independently and remote from direct program management support or supervision;

• Familiarity with Veterans Administration benefits, medical care coordination, as well as, Disability

Retirement List (temporary and permanent), and various separations from military service;

• In-depth knowledge of Marine Corps culture.

• Bachelor’s Degree OR minimum of 5 years’ experience associated with helping, supervising, and providing guidance to service members;

• Five (5) years’ experience working with the federal government; and

• Three (3) years’ experience in non-medical case management/resource allocation.

8.3.2 Customer Care Representative (CCR)

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

• Strong interpersonal communication skills and excellent oral and written communication skills;

• Knowledge of Marine Corps culture;

• Understands the significance of the cultural bond and Marine ethos needed when dealing with Marines;

• Knowledge and understanding of a wide range of requirements relative to resource allocation and benefits delivery;

• High School Degree; and

• One (1) year of experience in call center operations or similar field.

8.3.3 Non-Medical Case Manager (NMCM)

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

• Counseling experience or similar work in civilian community service settings;

• Strong interpersonal communication skill set including negotiating skills;

• Excellent oral and written communication skills;

• Knowledge of Marine Corps culture;

• Understands the significance of the cultural bond and Marine ethos needed when dealing with Marines; and

• Bachelor’s Degree combined with 3 years’ of experience…