D.1 Statement of Work (SOW).pdf

Lt. Col. Luke Weathers, Jr. VA Medical Center Memphis Fisher House

Statement Of Work (SOW)

Part A - General Information

A.1 INTRODUCTION: The Tennessee Valley Healthcare System (VISN 09) is seeking Housekeeping Services in support of the Memphis TN Fisher House, located at the Lt. Col. Luke Weathers, Jr. VA Medical Center. The Memphis Fisher House serves Veterans and their families by providing a safe, supportive, and loving comfort home away from home at no cost while their loved ones are receiving treatment at the VA Medical Centers or through VA Care in the Community.

The Memphis Fisher House is located on the Lt. Col. Luke Weathers, Jr. VA Medical Center Campus, 1117 Poplar Ave, Memphis TN, 38105.

A.2. BACKGROUND: The Fisher House is a standalone building consisting of 16 private suites (bedroom with bathroom), living and dining rooms, kitchen, family room, laundry room, guest bathroom, and office and is approximately 13,000 sq. ft. Construction of the Fisher House was completed in July 2024, featuring new furnishings and amenities comparable to those of a high-end hotel, ensuring a comfortable and luxurious stay for our Veterans and their families.

A.3. SCOPE OF WORK: The contractor shall furnish all labor and supervision, and its own office/business materials and supplies to provide janitorial services (labor only) to support daily functions at the Memphis Fisher House as stated in this Performance of Work.

PART B - Scope of Work

Provide all supervision and labor:

a) The Contractor shall furnish, at their own expense, all supervision and labor necessary to provide complete janitorial services to the interior and exterior of the Memphis Fisher House as outlined herein. Descriptions of cleaning requirements and janitorial duties will be further defined throughout this SOW and within attachment: SOP Cleaning the Fisher House. For any discrepancies between the SOW and SOP, the most stringent requirement shall apply. Janitorial supplies, tools, and equipment will be supplied by the Medical Center, a housekeeping cart will also be provided.

b) The Fisher House has approximately 13,000 square feet of cleanable space. The

Memphis Fisher House consist of 2 floors, hosting a variety of areas designed for the family members or legal guardians to use while caring for the Veteran: 16 private (bedroom with bathroom) suites, kitchen, dining room, family room, living room/library, guest and office bathrooms, laundry room, stairwells, hallways, manager’s office, elevator, decor and artwork, and all other cleanable areas both within and outside of the Fisher House.

c) Interior services shall include all common areas, guest rooms, offices, linen and storage rooms, bathrooms, and all other usable space within the Fisher House. Daily trash pulls and bed bug checks will be performed for all occupied rooms. Unoccupied rooms shall be refreshed weekly, which includes all cleanable surfaces and floors. Exterior services shall include front porch, patio, and trash collection in the direct vicinity of the Fisher House to include Fisher House parking lot, dumpster area, sidewalks, and all grassy areas and flower beds associated with the Fisher House. Cleaning shall be performed at established frequencies (included in this statement of work). NOTE: Fisher House guests are responsible for cleaning their own bedrooms and bathrooms during their stay, and therefore occupied guest rooms will only require cleaning by the contractor once per week to refresh the room or by request from the Fisher House Manager.

d) The contractor shall be responsible for collecting all linens to be sent out for laundering, which shall include bath towels, washcloths (standard and make-up), hand towels, shower curtains, sheets, pillowcases, quilts/comforters, pillow shams, blankets, mattress protectors/encasements, pillows, and kitchen towels. Dirty linens shall be separated and stored in linen carts provided by the VA Medical Center. Storage areas and processing for dirty linens will be designated by the COR.

e) The contractor shall be responsible for intake of clean linens to include stocking supply closets, restrooms, guest rooms, to include making beds and arrangement of linens, etc.

to the expectation of the Fisher House Manager/Staff.

f) The Contractor’s on-site supervisor is responsible for maintaining clean and neat linen and supply closets. The Contractor’s on-site supervisor is also responsible for notifying the Fisher House Manager of low supply quantities and unserviceable equipment.

g) Typical work shall include, but not be limited to vacuuming, mopping, bathroom cleaning, kitchen cleaning, window cleaning, dusting, changing light bulbs, carpet cleaning, steaming and upholstery cleaning, etc. (see frequency chart below).

h) Work Schedules: Janitorial Cleaning Services shall be performed Sunday through

Saturday (7 days per week). The Contractor shall provide 2 full-time (8 hours) on-site employees each weekday (Monday through Friday; 80 hours of labor) and one full-time (8 hours) on site-employee on weekends (Saturday and Sunday; 16 hours of labor) to meet cleaning requirements as stated within this SOW. The Contractor shall provide coverage within all normal business hours of the Fisher House of 7:00AM to 5:00PM Monday through Friday, five (5) days a week, utilizing staggered shifts. The Contractor shall provide coverage for eight (8) hours on Saturdays and Sundays, the exact weekend schedule shall be agreed upon by the Fisher House Manager/Contracting Officer’s Representative’s (COR) and the Contractor. The Contractor will in turn coordinate the weekend hours with Fisher House Manager/COR. Each Contractor’s employees are required to sign in and out of the Fisher House daily at the beginning and end of their scheduled shifts, to include lunches and breaks, providing date and time, respectively, on a log that is provided in the Fisher House Manager’s Office. This documentation is crucial to the Contractor to get paid for the required hours. The Contractor shall submit a proposed detailed schedule listing the staffing, work hours, and contingencies for maintaining required coverage monthly. Monthly schedules shall be submitted to the COR no later than 2 business days prior to the first business day of the new month. The

Contractor’s contingency plan shall outline the procedures for ensuring coverage in the event of call-ins, sick leave, vacation, pandemics, and other unforeseen circumstances.

Upon contract award, the Contractor shall submit the staffing schedule for approval no later than ten (10) days.

i) Additional Work Hours: The contractor shall provide additional housekeeping hours as requested by the COR. The contractor will be notified 24 hours in advance for additional working hours when needed. Invoicing for additional hours must be preapproved prior to invoicing.

j) The Following Federal legal holidays are observed by this facility: Any holidays falling on Saturday will be observed on the preceding Friday; holidays falling on Sunday will be observed on the following Monday. The contractor will not normally be required to work on Federal Holidays. Any holidays requested to work would be billed against the additional hours’ work allotment.

New Year’s Day 1 January

Martin Luther King’s birthday 3rd Monday in January

President’s Day 3rd Monday in February

Memorial Day Last Monday in May

Juneteenth 19 June

Independence Day 4 July

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veteran’s Day 11 November

Thanksgiving Day 4th Thursday in November

Christmas Day 25 December

k) Janitorial Specific Attachments:

1. Attachment A: Daily Inspection Log

2. Attachment B. Weekly Inspection Log

PART C - SUPPORTING INFORMATION

C.1 Place of Performance:

a) Memphis TN Fisher House: Lt. Col. Luke Weathers, Jr. VA Medical Center, Memphis

Fisher House, 1117 Poplar Ave, Memphis, TN 38105.

C.2 Janitorial Requirement Specific Tasks/Services Summary:

a) All Floors: All floors, except carpeted areas, shall be swept, dust mopped, damp mopped, wet mopped, dry buffed, and spray buffed to ensure they have a uniform appearance and are free from dirt, debris, dust, scuff marks, stains and discoloration, and other foreign matter. Baseboards, corners, and wall/floor edges shall also be clean.

All floor maintenance solutions shall be removed from baseboards, furniture, trash receptacles, etc. Chairs, trash receptacles and other moveable items shall be moved to maintain floors underneath these items, this includes long curtains to avoid soiling the bottom of the curtains. All moved items shall be returned to their original and proper position.

b) Trash Removal: All trash containers shall be emptied and returned to their initial location. Boxes, cans, and papers placed near a trash receptacle shall be removed. All liners should be replaced each time trash is removed. The trash shall be deposited in the nearest outside trash collection container. Trash receptacles shall be left clean, free of foreign matter, and free of odors. The contractor is responsible for replacing all required trash receptacles with appropriate size bags for containers.

c) Clean Interior & Exterior Door Glass/Mirrors: Clean all interior and exterior glass, including glass in doors, partitions, walls, display cases, etc. After glass cleaning, there shall be no traces of film, dirt, smudges, water, or other foreign matter.

d) Clean Stairways: All floor surfaces shall be cleaned as appropriate for floor type. Dust, grease, and grime shall be removed from stair guards, handrails, and baseboards.

Contractor shall remove all marks, dirt, smudges, scuffs, and other foreign matter from adjoining stairwell walls to provide or maintain a clean, uniform appearance.

e) Vacuum Area Rugs: Vacuum carpeted areas. After vacuuming, the carpeted area shall be free of all visible dirt, debris, litter, and other foreign matter. Any spots shall be removed by carpet manufacturer’s approved methods as soon as noticed. All tears, burns, and unraveling shall be brought to the attention of the COR. Area and throw rugs (if any) are also included under this section.

f) Clean Area Rugs: Spot clean or shampoo dirty area rugs. Spots must be removed immediately.

g) Vacuum and Clean Floor Mats: Vacuum and clean interior and exterior floor mats.

After vacuuming or cleaning, mats shall be free of all visible lint, litter, soil, and other foreign matter. Soil and moisture underneath mats shall be removed, and mats returned to their normal location.

h) General Spot Cleaning: Perform spot cleaning on a continual basis. Spot cleaning includes, but is not limited to removing or cleaning smudges, fingerprints, marks, streaks, spills, etc., from washable surfaces of all walls, cabinets, counters, floors, partitions, vents, grillwork, door guards, door handles, push bars, kick plates, light switches, furniture (per manufacturer guidelines), temperature controls and fixtures.

After spot cleaning, the surfaces shall have a clean, uniform appearance, free of streaks, spots, and other evidence of soil.

i) General Dusting: All horizontal surfaces, décor, window treatments, and all vents must be dusted or cleaned to eliminate dust collection.

j) Basic Restroom Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of Work. Sweep and mop floor, after sweeping and mopping the entire floor surface including grout, shall be free from litter, dirt, dust, and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance.

Shower stalls must be cleaned weekly and after guest check-out with consistent removal of water stains, soap scum, and debris. Shower fixtures shall be polished and free of Lime and soap scum weekly and after guest check-out. Toilets in guest suites shall be disinfected with the appropriate disinfecting cleaners weekly and after guest check-out. The guest and office bathroom shall be disinfected with appropriate disinfecting cleaners daily. The Janitorial Contractor staff will sweep and mop the floors and baseboards of the guest en-suite bathroom floors with the appropriate disinfecting cleaners weekly or after guest check-out. Windows, furniture, doors, walls, counters, cabinets, shower curtains, ceilings, and all fixtures shall be dusted and cleaned with the appropriate cleaners weekly or after guest check-out. The guest and office bathroom will be cleaned to the previous specifications daily. Janitorial Contracting staff shall report any damage to bathrooms to the Fisher House Manager.

k) Stock Restroom/Kitchen Supplies: Contractor shall ensure all restrooms/kitchen are always stocked sufficiently so that supplies including bottled water, hand and dish soaps for dispensers, toilet tissue, paper towels, and facial towels do not run out.

Supplies shall be stored in designated areas. No overstocking shall be allowed. The contractor shall be responsible for stocking all required restroom supplies, i.e., hand soap, paper towels, hand tissue (facial tissue), sanitary products, and toilet tissue, for all restrooms (16 bathrooms (located in bedrooms), office bathroom and guest bathroom. Contractor shall coordinate with COR and Fisher House Manager to determine the appropriate levels of stock to be supplied for vacant rooms and frequencies for restocking occupied rooms.

l) General Kitchen and Dining Room Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of Work. Sweep and mop floor, after sweeping and mopping the entire floor surface including grout, shall be free from litter, dirt, dust, and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water.

Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Windows, furniture, doors, walls, counters, cabinets, curtains, ceilings, and all fixtures shall be dusted and cleaned with the appropriate cleaners according to the frequency chart. All counters and sinks will be cleaned using appropriate cleaning agent, and will be free of debris, streaks, swirl marks, detergent residue, or any evidence of soil, stain, or film. Appliances shall be cleaned according to the frequency chart using appropriate cleaning agents, and will be free of debris, streaks, swirl marks, detergent residue, or any evidence of soil, stain, or film. Discard expired food with direction from the Fisher House Manager/staff.

m) Cleaning Supplies, Tools, and General Supplies: All cleaning supplies, tools, and general supplies necessary to complete required tasks will be supplied by the VA. This includes cleaning supplies, tools such as scrub brushes, solvents, paper products, hand soap, sanitizers, chemicals, putty knives, etc. The contractor shall request any cleaning supplies or tools needed that are not typically supplied to the COR for consideration/approval. The contractor shall track and log all cleaning supplies, tools, and general supply stock levels and provide summaries and requests for restock to the COR/Fisher House staff daily to ensure timely delivery of supplies and tools. The VA will deliver cleaning supplies, tools, and general supplies to the Fisher House at set intervals determined by the COR and the Fisher House Manager. The contractor will be required to offload all cleaning supplies, tools, and general supplies and the stocking of each in designated locations.

n) Government Furnished Equipment: The VA will supply all general/routine cleaning supplies needed to care for the Fisher House to include, vacuum cleaners, etc. Each piece of equipment will be issued to the contractor and the contractor will be responsible for ensuring equipment is in good working condition. Some equipment will remain on site for the contractors use, however some items may be delivered and picked back up after use due to frequency of the needed task or storage restrictions. The COR will identify these items and provide them on a necessary basis upon the contractor’s request. The contractor shall request any equipment needs at least 24 hours in advance.

The Contractor shall conduct safety inspections on all equipment prior to use. The COR or Fisher House Manager may request to participate or observe these inspections.

Contractor shall report any damage to the COR immediately after the finding is noted.

Contractor shall keep a log of all safety inspections and provide them with the COR upon request. In the event a piece of equipment fails the contractor’s safety inspection, the contractor is to place the equipment out of use and notify the COR immediately.

The Contractor is to operate all equipment in accordance with the manufacturer’s instructions. The Contractor will not be responsible for any malfunctions to VA owned equipment due to normal wear and tear and may only be held liable due to misuse or negligence to comply with manufactures instructions. Any such case of damaged equipment where liability is in question, the Contractor and the COR will submit their factual findings and discrepancies to the CO for determination. The contractor shall ensure staff members have been appropriately trained for each piece of equipment prior to operation.

o) Cleaning Activities Creating Loud or Moderate Noise: Cleaning activities that generate moderate amounts of noise shall be performed within the hours of 9:00 am- 4:30 PM. The Janitorial Contractors staff is to take into great consideration the sake of family members and such who are needing rest as well as consideration to the Fisher House Staff members. In the event of a guest or VA complaint of loud noise, the Janitorial Contractor Staff should make every effort to reduce noise or stop task immediately and resume at a more favorable time for the guest or VA employee.

p) Staging of Check-in Rooms: At the beginning of each workday the contractor shall coordinate with the Fisher House Staff to identify any guest rooms scheduled for check-in and any special accommodations required (sharps container, medication refrigerator, shower chair, oxygen tag, roll-a-way bed, etc.).

q) Cleaning of Guest Suites: At the beginning of each workday the contractor shall coordinate with the Fisher House staff to identify any guest rooms scheduled for check-out or weekly cleaning and to determine list of priorities to include check-in times.

Each room must be cleaned and returned to pristine condition prior to check-in and no later than same day. The contractor shall notify the Fisher House staff upon completion of each guest room. The Fisher House staff and/or the COR reserves the right to inspect each room upon completion. Any deficiencies noted during these inspections shall be corrected immediately and prior to check-in of next guest.

The contractor shall accomplish all cleaning tasks in the guest suites to meet the requirements of this Statement of Work. Sweep and mop floor; after sweeping and mopping the entire floor surface, the floor shall be free from litter, dirt, dust, and debris.

Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Windows, furniture (dressers, chairs/stools, bed frames, and desks), doors, walls, counters, cabinets, ceilings, and all fixtures and electronics shall be dusted and cleaned with the appropriate cleaners weekly or after guest check-out. Strip used bed linens, replace with new linens, make beds based on the specification of the Fisher House location/manager. Janitorial Contracting staff shall report any damage to guest suites to the Fisher House Manager. The contractor shall be responsible for stocking all required guest suite supplies, to include but not limited to Fisher House Tote, Guest Journal, Patriot Magazines, nightlight, comment card, toilet paper, paper towels, facial tissues, etc.

r) Janitorial Contractors Staff and Communication Requirements: The contractor is required to ensure appropriate staffing to provide cleaning standards as per the requirements within this SOW. The Contractor is responsible for assigning and managing the Contractor’s employees and responsible for assuring completion and distribution of duties, required to maintain the highest quality of cleanliness within the Fisher House, and ensures compliance with the specifications of this SOW. All contractor employees working at the Fisher House must be able to communicate verbally and in writing, fluently in the English language. The contractor shall provide on-site daily communication with the COR and the Fisher House Manager. The Contractor is required to provide to the CO, the Janitorial Contactor staffing information. The required form(s) will include staff names, hours of coverage, and appointed responsibilities. This form and the required information are to be received within ten (10) days after award. All new hires or employees shall be submitted to the COR for approval. The contractor shall notify the COR of any such staffing changes to include new hires and terminations.

s) Building Exterior: The Contractor must remove the trash from the exterior trash cans and replace them with the appropriate trashcan liners. The Contractor must clean all benches, seating areas, tables, chairs, storage containers, pergola, bannisters, ceilings and corners, shutters and gutters. The contractor must also sweep/blow the patio, porch, driveway, parking lot, dumpster pad and sidewalks. The Contractor staff must report any damage to building exterior to the Fisher House Manager. Additionally, the Contractor shall be responsible for trash pickup in the Fisher House parking lot, inside the dumpster enclosure, and all trash on the grounds associated with the Fisher House.

Any trash or debris outside of these specified areas will not be the responsibility of the contractor. Mowing, weed eating, and landscaping will not be the responsibility of the contractor.

t) Unserviceable Items: Unserviceable and non-repairable items no longer usable for the purpose intended shall be reported to the COR and Fisher House Manager and returned or discarded per the COR’s direction.

C.3 Janitorial Cleaning Frequency Chart: This chart does not relieve the contractor from any additional requirement listed throughout this document, when a conflict exists, the most stringent requirement shall apply.

DEFINITIONS: All – 16 private (bedroom with bathroom) suites, kitchen, dining room, family room, living room/library, guest and office bathrooms, laundry room, stairwells, hallways, manager’s office, elevator, decor and artwork, porches, patios, and all other cleanable areas both within and outside of the Fisher House. Common Areas – kitchen, dining room, family room, living room/library, guest bathroom, laundry room, stairwells, hallways, elevator, décor and artwork. Guest Suites – bedroom and bathroom. Stairs - central staircase and fire exit stairways.

Frequency Room Description Action Daily Common Areas Cabinets, Shelving Dust Daily Common Areas Carpets, Rugs Vacuum, Spot Clean Daily Common Areas Doorknobs Disinfectant Wipe or Spray Daily Common Areas Doors Spot Clean

Daily Common Areas Drapes, Curtains, Window Treatments Dust, Check for Smooth Operation

Daily Common Areas Electrical Appliances Straighten, Dust, Ensure proper Operation

Daily Common Areas Faucets Disinfectant Wipe Polish All Chrome Taps

Daily Common Areas Floor Sweep, Damp Mop and Additional Spot Clean as Needed

Daily Common Areas Furniture (Non- Upholstered)

Straighten, Dust, Wipe Down, Spot Clean, apply Furniture Polish to All Wooden Furniture

Daily Common Areas Furniture (Upholstered) Vacuum, Straighten, Dust, Spot Clean, apply Furniture Polish to All Wooden Furniture

Daily Common Areas Light Switches Disinfectant Wipe Daily Common Areas All décor Straighten, Dust, Spot Clean Daily Common Areas Sink Wipe with Antibacterial Cleaner

Daily Common Areas Supplies Replenish Kitchen (to include bottled water), Laundry, Private Suites, All Restrooms, Storage Room Supplies

Daily Guest Bathroom Toilet, Sink, Floor Scrub Inside and Underside of Bowl;

Antibacterial Disinfectant on Seat/Rim/Handle

Daily All Trash Cans Empty, Spot clean, Replace Liner Daily Common Areas Walls & Doors Spot Clean

Daily Kitchen Microwave Spot clean, Wipe inside with damp rag (Soap & Water)

Daily Kitchen Oven Wipe Cooking Surface Clean, Spot Clean Face (Soap & Water)

Daily Kitchen Refrigerator Wipe Down Handles with Disinfectant Cleaner, Spot Clean inside and out (Soap & Water)

Daily Kitchen Refrigerator

Empty Guest Baskets (Upon Checkout), Wash with Antibacterial Cleaner. Discard Expired Food (With Direction from Fisher House Manager)

Daily Kitchen Stovetop Wipe With Soap & Water, Clean Cooktop with Stove Top Cleaner as applicable

Daily Laundry Washer, Dryer Wipe Exterior & Faceplate with Disinfectant Wipe, Clear Lent Trap

Daily or upon check-out

Common Areas and Guest Suites All Check all Rooms for Bedbugs and

Other Pests

Daily or as needed Kitchen Towels, Aprons & Cleaning Rags

Remove Used, Wash & Replace with Fresh

Daily or as needed Dining Tables Tables Wipe with Antibacterial Cleaner & properly position chairs

Daily or as needed Kitchen Dishwasher Disinfect Wipe (Faceplate), Load & Unload

Daily or as needed Common Areas Sink Scrub with Disinfectant Cleaner

Daily or as needed Kitchen Clean all Countertops Clean/scrub All Countertops until Free of Debris

Weekly All Mirror and Glass Framed Objects Clean with Glass Cleaner

Weekly All Trim Work, Door Framed, Base Boards Dust

Weekly All Plants, Decorative Items Dust

Weekly All Trash Can Clean Inside and Out with Soap/Water and Dry, Clean with Stainless Steel Cleaner

Weekly All Plumbing Fixtures Run all fixtures (sinks, showers, toilets) to comply with Legionella Prevention Standards

Weekly Common Areas Lighting Fixtures Straighten, Dust Chandeliers, lamp Shades, Replace Light Bulbs as Needed

Weekly Common Areas Telephones Disinfect Wipe

Weekly Managers Office Bathroom Toilet, Sink, Floor

Scrub Inside and Underside of Bowl;

Antibacterial Disinfectant on Seat/Rim/Handle

Weekly Kitchen Island Cabinets Empty Cubbies of Unoccupied Suites & Spot Clean with Soap & Water

Weekly or as needed Porch, Patio Floor, furniture

Sweep/Blow Floor (as Weather Permits), Wash furniture with Soap & Water, straighten tables, chairs, benches, and umbrellas

Weekly Porch, Patio Walkways/Sidewalk Sweep/Blow (Weather Permitting)

Weekly Stairs Railing Wipe with Microfiber Duster Weekly Stairs Stairs Sweep, Dust Stairs; Dust Spindles

Weekly Living Room/Library Cabinets, Shelves & Counters Dust, Clean

Weekly Laundry Washer, Dryer Clean with Applicable Cleaner

Weekly Porch, Patio Railing/Ceiling Clean with Soap & Water, Sweep Cobwebs (Weather Permitting)

Weekly, upon Check-out, or As Needed

Guest Suites Deodorize Room Freshener/Deodorizer for Room and Restroom

Weekly or upon Check-out Guest Suites Bed Frame Dust, Wipe with Antibacterial

Cleaner

Weekly or upon Check-out Guest Suites Bed Linens

Change at Check-out or weekly if occupied or at the request of the Fisher House Staff. Strip Used Bed Linens, Replace with New Linens, Make Beds Correctly and free of wrinkles

Weekly or upon Check-out Guest Suites Floors Sweep & Damp Mop Bedroom &

Bathroom Weekly or upon Check-out Guest Suites Closet Straighten Hangers, Inventory, Dust

Shelf, Spot Clean Weekly or upon Check-out Guest Suites Headboard, footboard and Baseboards Dust, wipe with Antibacterial Cleaner

Weekly or upon Check-out Guest Suites Television, DVD Player Dust, Wipe with Microfiber Cloth:

Disinfectant Wipe Remotes Weekly or upon Check-out Guest Suites Artwork & Décor Dust, Wipe with Microfiber Cloth

Weekly or upon Check-out Guest Suites Furniture (non-upholstered)

Straighten, Dust, Wipe Down, Spot Clean, apply Furniture Polish to All Wooden Furniture

Weekly or upon Check-out Guest Suites Furniture (upholstered)

Straighten, Dust, Spot Clean, apply Furniture Polish to All Wooden Furniture

Weekly or upon Check-out Guest Suites Restroom linen Remove Used Towles/Mat, replace with Fresh

Weekly or upon Check-out Guest Suites Supplies Replenish Guest Suites Supplies

Weekly or upon Check-out Guest Suites Sink/Shower

Scrub with Antibacterial Cleaner, Grout Cleaner, Disinfectant, Wipe Down/replace Curtain

Weekly or upon Check-out Guest Suites Lighting Fixtures &

Ceiling Fans Dust Light Fixtures, lamps & Ceiling Fans, Replace Light Bulbs as Needed

Weekly or as needed All Windows Open Windows and Air Room (Weather Permitting), Clean

Weekly or as needed Kitchen Cabinets Clean Face with Soap & Water

Weekly or as needed Common Area Baseboards Dust, Spot Clean

Weekly or as needed All

Drapes, Curtains, Window Treatments (To include Interior Shutters)

Vacuum, dust

Weekly or as needed Elevator Elevator

Wipe Down Call Buttons with Antibacterial Disinfectant. Wipe Doors and Handrails Free of Smudges with Stainless Steel Cleaner. Microfiber Dust Walls & Vacuum Floors.

Monthly All Ceiling Check, and Dust for Cobwebs, Lint, or Dust

Monthly All Ceiling Fan Dust

Monthly All Faucets Clean Aerator

Monthly Kitchen & Laundry Room Cabinets Deep Clean Cabinets (Inside/Outside) with Soap & Water

Monthly Laundry Ice/Water Machine Pull Out from Wall & Sweep, Clean Drip Tray

Monthly Guest Suites Vents Dust Vacuum

Monthly Kitchen Dishwasher Clean Filter, Run Empty Load W/White Vinegar or Dishwasher Cleaner

Monthly Kitchen Refrigerator/Freezer

Clean Inside with Antibacterial Cleaner, Discard Old Food (With Direction from Fisher House Manager)

Monthly Laundry Washer Run Cleaning Cycle, Clean Detergent Compartments and Run Empty Load W/White Vinegar or Washer Cleaner

Monthly or as needed All Windows Clean interior and Exterior Glass, Frames, Sills & Tracks

Monthly or as needed Dumpster Area Dumpster Pad Spot Sweep Inside Dumpster Area and Free Area of Loose Debris

Quarterly Kitchen Kitchen Range Hood Rinse Filter in Hot Soapy Water, Rinse in Water

Quarterly Laundry Washer, Dryer Vacuum Floor and Walls Surrounding Washer and Dryer, Pull Out and Clean Behind if Feasible

Quarterly or as needed Kitchen Oven

Scrub Clean/Self-Clean Cycle, Wash Oven Racks, Wipe Clean Inside and Out

Quarterly or as needed Kitchen Cabinets Clean inside and outside with Soap &

Water

Quarterly or as needed All Carpets, Rugs Shampoo Clean/Steam Clean

Bi-Annually All Carpets, Rugs Steam Cleaned

Bi-Annually All Exhaust, Intake Vents Dust, Vacuum

Bi-Annually or as needed Exterior Brick, Shutter, Doors Power wash/clean up to 15’ feet

Annually All Furniture (Upholstered) Steam Clean

Annually All Exterior Shutters Pressure Wash all Shutters on the Exterior of the House

C.4 Performance Monitoring and Quality Assurance:

a) Quality Control: The Contractor is responsible for quality control of this requirement.

The Contractor must be available by phone or for scheduled conferences. For continued performance issues, the Conractor will be expected to attend an on-site performance discussion/resolution meeting, within 3 business days of the request. A Contractor’s employee will need be responsible for daily communications with the Fisher House Manager and the COR. The Contractor will be responsible for conducting Janitorial inspections, assigning workloads, and ensuring compliance with this SOW and the Contractors Quality Control Program. The contractor shall develop and maintain a quality control program, to ensure Janitorial services are performed in accordance with commonly accepted commercial practices and the requirements provided in this SOW.

The contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. The contractor shall submit a written Quality Control Plan. At a minimum, the plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement, correcting deficiencies, Contractor’s procedures for daily and weekly inspections, Contractors internal training plan for staff members, Contractor’s communication plan, Contractor’s contingency plan to maintain adequate coverage.

Contractors Plan and procedures to comply with cleaning intervals listed within this SOW, daily, weekly, quarterly, annual, etc.

b) Contractor Shall Provide a Contingency Plan: To replace staffing personnel that cannot perform the assigned job duties and tasks. Provide a detailed description of your company’s ability to replace personnel within reasonable time-period as to not impact services to the facility. The contractor is to provide a complete listing of all Key Personnel and a written Contingency Plan. The contingency plan shall address at a minimum, replacement of employees.

c) Staffing: The contractor is to notify the COR within 3 calendar days of contracted personnel who resign, is released of their duties and or when new key personnel is scheduled to be working under this contract. This information shall be delivered in writing by email notification any verbal communication shall be followed up in writing within the time allotted (3 days). All proper background checks and other applicable documentation for new employees shall be provided to the COR and the Contracting Officer within ten (10) days of contract award and shall maintain up to date documentation for each employee.

d) Quality Assurance: The government will inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the Contracting Officer a Contract Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt.

e) Communication: The Contractor will need to maintain communication as needed with the Fisher House Manager and or COR throughout the duration of the contract. This is critical to providing quality service and understanding prioritizing daily tasks, and methods for communications shall be included in the contractors Quality Control Plan.

f) VA Monitoring and Inspections: The Fisher House Manager and the COR will provide additional monitoring of contractor performance to ensure services are received and in accordance with this SOW and contract documents. The COR and Fisher House Manager will evaluate the contractor’s performance through frequent and intermittent on-site inspections of the contractor’s quality control program and receipt and investigation of complaints from guests or personnel. The VA inspections can be conducted at any time and may not provide advanced notice. The VA may inspect each task as completed or spot checks of certain areas.

g) Customer Complaints: The COR will inspect and make determinations of the validity of customer complaint(s). The COR will issue, in writing any corrective actions needed due to customer complaints. Any complaints requiring disciplinary actions will be reported to the CO for determination. Customer Complaints shall not exceed 1 per month.

h) Quality Assurance Surveillance Plan: The VA will Develop a Quality Assurance

Surveillance Plan (QASP) that will be used to monitor contractor performance. The QASP will at a minimum address the following items:

1. Inspections: The COR and Fisher House Manager will conduct inspections.

Results shall be annotated on the inspection schedule. Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. The VA will utilize the Daily and weekly inspections logs included in this document to conduct inspections.

2. Unsatisfactory Inspections: Receiving four (4) or more unsatisfactory surveillances, within a 12-month period may result in unsatisfactory past performance documentation. Continued receipt of unsatisfactory surveillances during the contract period shall constitute a negative trend and the Contracting Officer may take any appropriate action in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

3. Periodic Surveillances: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS). Periodic surveillances will be conducted and may be adjusted, based on quality trends. The CFS or modified version thereof, shall be used for COR scheduled inspections and results documentation.

4. Unsatisfactory Inspection (Defect): Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. Repeat findings will be reported to the CO for appropriate actions.

5. Failure to Meet Performance: Threshold for any of these performance objectives shall result in a warning or letter of concern from the Contracting Officer.

6. Customer Complaints: The COR will receive and investigate any complaints regarding contractor’s performance under this contract. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

C.4.1 Uniforms and Dress Codes: Contractor personnel shall present a neat appearance and be easily recognized as contract employees. This may be accomplished by wearing distinctive clothing bearing the company name and/or by wearing appropriate badges that prominently display the contractor’s company name or a professional appearance commensurate with standards delineated for Government civilian personnel acting in similar capacities. The uniform will clearly identify the company, and the VA issued ID access card, with their picture and name (is to be always worn and visible). Employees must always present a clean, professional appearance. Everyone is expected to be well-groomed and wear clean clothing, free of holes, tears, or other signs of wear. Clothing with offensive or inappropriate designs or stamps are not allowed.

Clothing should not be too revealing. Jeans, shorts, and sandals are not considered appropriate or safe attire for this setting. Clothing and grooming styles dictated by religion or ethnicity are exempt. Uniforms should at a minimum consist of slacks and a collared shirt, however, sports jackets and ties are also acceptable. Uniforms shall be submitted to the COR for approval after award.

C.4.2 Special Considerations: Housekeeping staff will be trained by Fisher House Program Manager on the exact expectation of what the house/rooms are to look like once cleaned.

Housekeeping staff must be assigned to Fisher House and cannot have untrained housekeepers “rotating” in/out of the Fisher House.

C.4.3 Contractor Furnished Materials: Contractor shall be required to supply all materials, equipment to perform the Linen Laundry Services. When "furnish", "provide", "install", or similar term is used it shall mean a complete installation, ready for use.

C.4.4 Qualifications of Key Personnel: The Contractor shall have been in business for a minimum of three (3) years and be licensed to provide Janitorial and Laundry services in the State of Tennessee. They must demonstrate their past-history of providing similar medical-grade janitorial and laundry services. Contractor’s employees should be knowledgeable of standards associated with this type of work. The contractor will assure that the assigned staff members have housekeeping experience, are qualified and able to provide excellent customer service.

Fisher House guests are vulnerable and experiencing a medical crisis. Assigned staff must maintain appropriate boundaries and professional relationships.

C.4.5 Training Requirements: To ensure competent and safe performance of the work under this contract, the Contractor shall provide appropriate training to employees prior to the beginning of service under contract. This includes any OSHA or specified SDS training for chemicals, environment of care, etc., used in performance of the contract. Contractor Staff may be required to take additional training materials that provide education and understanding of the federal facility policies and procedures such as Privacy and HIPPA Awareness, Fire Drill and Emergency Preparedness, and Chemical Management and Safety. The CO has the right assign training to the Janitorial Contractor through the on- sight Contractor Superintendent, work leader, or point of contact. All trainings are mandatory and due to be completed within 30 days of assignment. The Contractor will be responsible for assuring adherence to assigned mandatory training. The CO has the right to request suspension of Contractor staff that have not completed the training, within the required 30 days, until training is completed. The Contractor shall develop an action plan for repeat findings requiring retraining of staff members. This action plan must be submitted to the CO for approval. For any areas deemed by the COR as areas requiring training or retraining, the staff member will have 5 business days from date of official notification to complete the training. The Contractor shall provide written notice to the COR upon completion of training. Repeat findings will be reported to the CO for appropriate actions. The Contractor is responsible for ensuring staff competency, training, and any required Licensures with respect to operating equipment.

C.4.6 Supervision/Communications. At all times during the performance, the Contractor's Project Manager must be available by cellular phone. The on-site workers must communicate daily with the Fisher House staff for any potential additional efforts. Janitorial staff member(s) will be required to be onsite during work hours.

C.4.7 Security Requirements:

a) All Contracting staff are to be properly vetted pre-employment through the Federal Police Security and PIV process as defined by VA Medical Center and federal law.

All Contractor’s Employees must go through the VA contractor Orientation to be eligible to complete the badging process. Contractor orientation is held at the Lt. Col.

Luke Weathers, Jr. VA Medical Center every Monday, and Tuesday at 8:30AM. The vetting process for all contracted employees includes:

1. Application: Submit a week in advance of attending contractor orientation

2. Contracting Orientation

3. Fingerprinting

4. Background Investigation

5. ID Photo and Processing of Digital PIV ID

b) Any violations more serious than a traffic or parking violation could possibly disqualify potential applicants (anything more specific would be referred to our Human Resources Department). Additionally, the Contractor staff are subject to removal based on any violations and/or criminal findings, more than the minimum stated violations, reported during employment. All criminal findings will be documented in a written report and forwarded to the CO at the beginning of the awarded contract, upon the hiring of new Contracting staff, and randomly throughout the term of the contract.

c) Contracting staff are responsible for completing and obtaining VA access cards in the specified timeframe. All Contractor staff will need their own telephone number and e-mail address as required by the security process. Verification of applicant’s information and facility access must be presented to the CO before working in the facility.

d) All Contractor staff shall always wear their identification while on premises. It is the Contractor staff’s responsibility to safeguard their ID card. It is the Contractor management responsibility to monitor authorized facility access.

e) The COR will issue the Contractor manual keys if manual keys are needed. If the

COR Issues keys for access, it is the Contractors responsibility to safeguard and control keys provided. The replacement of lost keys or lock replacement due to lost keys by the Contractor staff will be at the expense of the Contractor. The Contractor must collect any VA issued keys from any Contractor Staff that has been relieved of duty or no longer employed. In the event a key cannot be collected by such employee, the Contractor is to notify the COR immediately and will likely result in a rekey of any affected areas at the Contractors expense.

f) The Contractor Staff are required to immediately report lost, or stolen VA issued

ID cards and/or manual keys. The CO, in conjunction with Federal Police Security and PIV management, will determine the provision of temporary access during the reissuance of a replacement ID Card. The CO will provide the Contractor staff with applicable temporary facility access, while their replacement ID card is being processed. Appointments for re issuance shall be coordinated with the COR and will be by appointment only.

g) Contractor staff are prohibited from accessing the premises without proper permissions from the COR or CO. Sharing of PIV cards and providing access to others is prohibited. Loitering, soliciting, and unauthorized guests are prohibited.

Contractor employees are not to be accompanied in the facility or on the facility premises (other than the external visitors parking area) by acquaintances, family members, or any other persons unless said person is an authorized Contractor Staff with clearance to perform janitorial or laundry duties on the premises of the Fisher House.

h) Possession of weapons of any kind is prohibited. Possession of any contraband of any kind is prohibited. In the case of any suspicious or emergency event occurring at the Fisher House, Contractor management shall immediately release the employee records to the appropriate authority. The CO has the right to have a contractor’s employee removed from premises due to any violations.

i) The Contractor's staff are expected to practice proper professional etiquette while on the premises of the Fisher House. The CO has the right to have a contractor’s employee removed from the area if complaints are being received about their work or conduct.

j) On VA Property and at the Fisher House narcotics and alcohol of any kind, are strictly prohibited. The CO has the right to have a contractor’s employee removed from premises due to any violations.

k) The entire facility is monitored with video surveillance internally and externally.

Upon acceptance of this award, The Contractor, all personnel employed by Contractor, and any other individuals enlisted as Contractor staff or representatives of said Contractor’s company understand and accept that all are subject to video review. Upon acceptance of this award, any video surveillance can be used for suspicion of criminal actions, federal violations, and /or contractual violations.

l) Personal integrity of the Contracting staff is of the upmost importance. Violations of VA regulations may result in requested removal of offender based on findings, dismissal of contract and citation answerable in the United States (Federal) District Court, (not a local district, state, or municipal court.). Contractor POC is responsible for immediately reporting the dismissal of any Contracting staff to the CO, retrieving, and returning their PIV card and any keys issued by the COR.

m) It is the responsibility of the contractor to assure all Contractor staff park in the appropriate designated parking areas. Information on parking will be provided by the COR to the awardee. The VA will not validate or make reimbursement for parking violations of the contractor under any conditions.

C.4.8 The Contracting Officer’s Representative (COR): is responsible for the inspection of the work called for in this job. The Contracting Officer’s Representative will be identified in the task order by name, telephone number and location. Inspections made by the COR are for the sole benefit of the Government and do not relieve the Contractor of any quality control responsibilities.

C.4.9 Verification of Dimensions: The Contractor shall visit the job site to thoroughly familiarize himself with all the details of the work and working conditions. The Contractor shall also verify all dimensions in the field and shall advise the Contracting Officer of any discrepancy before performing any work. The Contractor shall be specifically responsible for the coordination and proper relation of his work to the building, structure, phasing and ensure the safety of employees and workmen. All Pre-Bid visits to the site must be requested and coordinated through the CO.

C.4.10 Smoking Policy: Smoking or Vaping is prohibited on Federal property.

C.4.11 Parking/Traffic Regulations: The Contractor shall not park on grassy areas. Drivers should be particularly concerned with pedestrian traffic. Yield to pedestrians in crosswalks.

Posted speed limits and all other traffic controls are to be always observed by operators. Seat belt use is mandatory on the VA grounds. The Contractor will be permitted to park vehicles in a designated staff parking lot, Contractor will be provided with permits for parking by VA.

PART D -…