Draft Performance Work Statement_SMT 6-07-2023.docx

B.3 PERFORMANCE WORK STATEMENT (PWS)

Special Mode Transportation (SMT) San Francisco Veterans Affairs Health Care System (SFVAHCS) 6/07/2023

1.0 GENERAL INFORMATION AND SCOPE OF WORK

1.1 The contractor shall provide all Non-Emergency, Special Mode Ground Transportation services as identified within the performance work statement (PWS) for beneficiaries of San Francisco Veteran Affairs Health Care System (SFVAHCS), and its associated healthcare facilities. The Contractor shall provide all transport vehicles, personnel, management, supplies, transportation, fuel, equipment, reports, and anything else necessary to successfully furnish Non-Emergency Special Mode Transportation service as identified in the Price and Cost Schedule and the PWS in accordance with all terms, conditions, and provisions stated herein. The Contracting Officer (CO) will exercise final authority over all aspects of any resultant contract.

1.2 The contractor’s responsibility shall cover non-emergent medical transportation services with VA San Francisco Health Care System. The Contractor shall transport ambulatory and non-ambulatory beneficiaries on gurneys, stair chairs, litters, wheelchairs, secure car w/attendant, alternate safe beneficiary handling equipment, and/or Geri chairs to and from and vice-versa the San Francisco VA Health Care System, Veterans’ residences, community nursing homes, or any other VA-authorized care facilities including the extended care facilities and the nine outlying community-based outpatient clinics (CBOCs), 365 days a year, 24 hours a day to include Federal Holidays.

1.2.1 The major facility is the San Francisco Veterans Affairs Health Care System (SFVAHCS) located at 4150 Clement Street, San Francisco, CA 94121. Approximately 90% of transports will be to or from the SFVAHCS.

1.3 The successful vendor is required to continuously be compliant with the requirement contained herein, and meet or exceed the standards of, but not limited to the Joint Commission and California State Department of Health Regulations. The following facilities shall be covered under this PWS; however, their physical addresses may change during the life of the contract, and this list may expand in conjunction with the Mission Act:

The nine CBOC locations are:

1-Santa Rosa North CBOC at 3841 Brickway Blvd, Santa Rosa, CA 95403 2-Eureka CBOC at 930 West Harris Street, Eureka, CA 95503 3- Ukiah CBOC at 630 Kings Court, Ukiah, CA 95482 4- Clearlake CBOC at 15145 Lakeshore Drive, Clearlake, CA 95422 5- San Bruno CBOC at 1001 Sneath Lane, Suite 300 3rd Floor, San Bruno, CA 94066 6- 6- Downtown San Francisco CBOC at 401 3rd Street, San Francisco, CA 94107 7-Oakland CBOC at 2221 Martin Luther King Jr. Way, Oakland, CA 94612 8-Twenty First Street VA Clinic at 525 21st Street, Oakland, CA 94612 9- Santa Rosa South CBOC at 2285 Challenger Way, Santa Rosa, CA 95407

1.4 Historically, the SFVAHCS averages 725 trips per month to and from the SFVAHCS. Ninety percent of trips are within a 40-mile radius of the SFVAHCS. Currently, there are 30-35 transport vehicles and 30-35 drivers utilized per day for this requirement. Please note, historical figures are provided for informational purposes only and are not guarantees for the level of work required under this contract. The demand may fluctuate significantly based on veteran and organizational needs.

1.5 Hours of Performance

1.5.1 Most trips are required during Normal Business Hours of 8:00AM-4:00 P M, Monday through Friday, excluding Federal Holidays.

1.5.2 Services may also be required after Normal Business Hours or on weekends when a beneficiary is discharged.

2.0 CONTRACTOR PERFORMANCE AND QUALIFICATIONS

2.1 The Contractor shall provide non-emergency transportation services on an “as needed” basis. Services may be required 24-hours per day/7-day a week, 365 days a year, within the State of California. The contractor shall provide all manpower, equipment, vehicles, fuel, materials and supplies to include all PPE required even in health pandemics at no additional cost. The contractor will provide supervision necessary to perform all tasks. Vehicles shall have appropriate fuel capacity to complete the transport without stopping for refueling, unless making a transport beyond the capability of the fuel tank of the vehicle.

2.2 The Contractor shall adhere to the Department of Veteran Affairs regulations and the policies, procedures, and regulations of SFVAHCS.

2.3 The Contractor shall meet all requirements of Federal, State, and City codes regarding operation of this type of business for the entire area to be covered by this service. The contractor shall ensure that drivers hold current Cardiopulmonary Resuscitation (CPR) certifications. The Contractor shall maintain licensure/certification with the state of California throughout the life of the contract. In the event the license/certification lapses or expires, this could be cause for termination of the contract or discontinuance of further ordering of services from the Contractor.

2.4 The contractor shall maintain documentation demonstrating they meet all requirements of Federal, State, County, and City codes regarding operation of this type of service for the entire coverage area. Documentation shall be made available to the VA immediately upon request by the Contracting Officer for the duration of this contract and applies to any sub-contractors employed by the contractor.

2.5 The Contractor, upon request, shall provide quality data and information related to services for participation in SFVAHCS Performance Improvement Programs when requested to do so. Upon request the contractor shall also provide documentation of the competency of staff that shall be providing the contracted services. The Contractor shall ensure employees providing work on this contract are fully trained and competent to perform the required work; they shall also maintain records that document competence/performance level of employees working on this contract. Upon request, the contractor shall provide a current copy of their competency assessment checklist and annual performance evaluation to the Contracting Officers’ Representative (COR) for each contractor employee working on this contract.

2.6 Drug Testing Policy - The Contractor shall have internal policies and procedures for identifying and preventing employee drug and alcohol abuse. Copies of these policies and procedures shall be provided to the COR upon request.

2.7 Records and certifications shall be maintained by the contractor and shall be available to VA for inspection upon request.

2.8 During the period of performance, if the Contractor proposes to add-on or replace personnel to perform contract services, the Contractor shall submit the required evidence of training, certifications, licensing, and any other qualifications to the Contracting Officer. At no time, will the Contractor utilize add-on or replacement personnel to perform contract services who do not meet the personnel qualifications of the contract.

2.9 Contractor shall provide “door to door” assisted service for all patients to and from their designated appointments. Patients shall be picked up on the ward, in their homes, in the clinics, or at other areas designated by the VA and taken to the authorized destination or appointment. Assistance in maneuvering stairs and other barriers shall be provided by the driver and/or authorized attendant when necessary.

2.10 The Contractor shall provide an attendant upon request of the VA. The VA shall put the Contractor on notice with medical condition and special needs to determine the training and qualifications that the attendant needs. Contractor is responsible to ensure that proper staffing is used when transporting bariatric patients in a timely matter. The Contractor shall ensure that each person employed is trained, qualified, and certified to perform the duties required, including CPR certification and appropriate training for handling dementia patients, or other mental health problems.

2.11 Random spot checks of service will be performed by SFVAHCS Contracting Officer (CO), Contracting Officer Representative (COR).

3.0 CONTRACTOR PERSONNEL QUALIFICATIONS

3.1 “Contractor Employees” (from this point shall be referred to as “The Contractor”) shall always conduct themselves in a business-like manner while on VA premises and interacting with VA beneficiaries and VA staff.

3.2 Attire: The Contractor shall wear an identifying badge with name, function, and a photograph of the employee. The Contractor will wear an appropriate and professional uniform. Contractor personnel performing contract services shall always meet qualifications, as specified in Section 4.0.

3.2.1 Contractor employees shall be well-groomed, clean, and neat in appearance; clothes properly fitted, uniform appearance with nametags, and appropriately dressed for the work to be done. Contractor employees shall not wear clothing with slogans, drawings, or language which could be construed as being lewd, obscene, profane, racially offensive, sexually suggestive, and anti-American or which advocates the use of illegal drugs or other unlawful conduct.

3.3 Within seven (7) days after receipt of award notification, the Contractor shall provide evidence of required training certifications, licenses, and any other qualifications required for this contract. These individuals must complete a VA issued security check within thirty (30) days from the Government’s receipt of the list of names.

3.4 The Contractor shall ensure the following personnel requirements are met:

3.4.1 Ensure and certify personnel performing the services required under this contract are properly licensed and fully trained in the use of the vehicle and equipment that shall be used in carrying out contracted services.

3.4.2 Each vehicle shall be operated with proper personnel for adequate patient care.

3.5 All contractor personnel shall have continuous training to maintain their appropriate levels of competency, including HIPPA, infectious control, and CPR training to ensure that they know how to deal with Veterans in various health situations.

3.6 Whenever there is a change in personnel, evidence of training, certifications, and licenses shall be presented to the COR prior to start of work. The Contractor shall not employ drivers who do not meet the personnel qualifications of this contract.

3.7 The Contractor shall have and be vaccinated prior to performance of work:

3.7.1 Health examinations including annual Tuberculosis (TB) skin test result, also known as PPD;

3.7.2 Either received the Hepatitis B vaccine series or is immune as a result of acquired infection or have been offered and refused the vaccinations; Received measles-mumps-rubella (MMR) vaccine. Combined vaccine (MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956;

3.7.3 A negative PPD within the last (6) months, or if a known reactor, a negative chest X-ray within the past year;

3.7.4 A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox);

3.7.5 Received COVID-19 vaccination and booster vaccine, unless validated exemption received.

3.8 The Contractor Shall have received training in Universal Precautions and Blood Borne Pathogens, COVID-19 Protocol, Hazardous Material Management, Life Safety Management (fire preparedness), and Prevention and Management of Disruptive Behavior (PMDB).

3.9 The Contractor shall be able to obtain a security clearance within 60 days of contract award. Security clearances and fingerprinting are conducted by the SFVAHCS at no cost to the contractor.

4.0 CONTRACTOR DRIVER(S) QUALIFICATIONS

4.1 The Contractor shall be responsible for using appropriate driver screening and selection criteria when employing drivers. Such screening shall include but not limited to testing drivers for prohibited drug use and alcohol misuse; a criminal background check, to the maximum extent permitted by California state law, and Department of Motor Vehicle record screening.

4.2 The Contractor shall possess a valid commercial driver’s license with passenger endorsement in accordance with Federal, State, and local government requirements.

4.3 The Contractor shall complete the Standard and Advanced First Aid Course by a recognized National Organization such as American Red Cross or American Heart Association.

4.4 The Contractor shall have completed Basic Life Support Cardiopulmonary Resuscitation (CPR) or equivalent and shall be capable of providing necessary assistance when required.

4.5 The Contractor shall be trained and experienced to assist the beneficiary to properly disconnect/re-connect oxygen tubing for transport when necessary.

4.6 Common Courtesy. The Contractor shall be courteous to VA beneficiaries and shall not smoke while transporting beneficiaries.

4.7 Beneficiaries may bring a reasonable amount of equipment, such as folding wheelchair, consumable medical supplies, required durable medical equipment and personal suitcase. When transporting beneficiaries to or from medical facilities, the Contractor shall ensure that the beneficiary's personal effects are properly accounted for and delivered with the beneficiary as required. Drivers are not allowed to place any personal effects or other material in a passenger’s lap. The belongings can be placed in a secure/safe location in the vehicle.

4.8 The Contractor (or authorized attendant) shall observe the patient during transport. Any indication of a significant change in the patient’s condition shall be communicated immediately to the VA Medical Center serving the patient. Emergent diversions to the nearest appropriate medical facility are allowed and shall be communicated to the VA immediately. All diversions from destination, emergent or otherwise, shall be reported by the Contractor to the COR or authorized designee within 1 hour and followed up with a patient safety report.

4.9 The Contractor shall determine upon arrival at the Beneficiary/Patient pick-up Point, if the condition of the Beneficiary/Patient scheduled for pick-up is different than what was stated on the travel request, the contractor shall immediately notify the VA Travel Section and/or Administrative Officer of the Day (AOD) for further instruction in Patient Transport mode.

4.10 If a Beneficiary/Patient being transported declines to be properly seat-belted, he/she shall not be transported. The Transportation Assistants should be notified promptly and may discuss such safety requirement with the Beneficiary/Patient via Telephone and/or in person. If the patient removes the securing devices during the trip, the transportation office should be notified of this upon contractor employee’s arrival at destination. The Contractor is not required to transport any Beneficiary/Patient who refuses to be properly secured while being transported.

4.11 Contractor shall ensure proper loading/unloading techniques are followed always. Patients in wheelchairs shall be loaded onto ramps, ensuring all safety systems are working properly, e.g., roll back stops, and the driver must ride the lift with the patient during loading/unloading. NO patient shall be allowed to ride a motorized cart (scooter) on to the vehicle lift at ANY time. The contractor shall ensure that drivers receive appropriate safety training on loading/unloading techniques and such training shall be documented and made available to the COR or designee annually and/or prior to contract submission or renewal. Failure to comply with this provision may be grounds for Termination for Cause in accordance with FAR 52.212-4(m).

4.12 The Contractor must be courteous and considerate of all patients they are transporting. Any substantiated mistreatment of patients in the performance of this contract may be cause for immediate termination of the contract, or discontinuance of further ordering of services from the Contractor. Substantiated reports of mistreatment may be referred to appropriate law enforcement authorities as applicable. The VA reserves the right to request driver removal from transporting VA patients if mistreatment is substantiated.

4.13 The Contractor shall not employ any persons for work on this contract if such employee is considered by the VA contracting officer to be a potential threat to the health, safety, security, or operations of the VA. The Contractor shall understand, speak, read, and write the English Language. No employee of the contractor can be a Federal employee, nor can they have any conflict of interest.

5.0 CONTRACTOR EQUIPMENT, VEHICLES, AND INSPECTION

5.1 The contractor must submit a letter in duplicate, fully describing the make of vehicle(s), model, and year which the Contractor agrees to furnish under this offer including the location and telephone numbers of the establishment where calls are received, and vehicles are immediately available for dispatch. This letter must contain information as the metering devices or methods the offeror proposes to use in determining mileage. The Contracting Officer shall be notified in writing of any vehicle equipment adds/subtracts after award of contract.

5.2 The Contractor is responsible for determining the type of equipment/vehicles required for ensuring safe transport for the scheduled beneficiaries.

5.3 Contractor shall provide VIN numbers of all vehicles that shall be used for patient transport. Additionally, the contractor shall submit all additions/deletions to the list. This report shall be submitted to the Contracting Officer and Contracting Officer Representative in a timely manner.

5.4 The VA reserves the right to inspect Contractor's equipment and vehicles or require documentation of compliance with contract specifications, and State laws, rules, regulations, and guidelines governing transportation vehicles. VA inspections of Contractor equipment will not constitute a warranty that the Contractor's vehicles and equipment are properly maintained.

5.5 The VA reserves the right to restrict the Contractor's use of equipment and vehicles that are not in compliance with contract requirements. The restriction of such equipment and vehicles shall not relieve the Contractor from performing in accordance with the strict intent and meaning of the contract and without additional cost to the VA.

5.6 Vehicles shall meet all current applicable Federal, State, and local specifications and regulations including but not limited to, licensing, registration, and safety standards.

5.7 Vehicles shall be cleaned and maintained in good repair in accordance with manufacturer's instructions and specifications, always during the performance of this contract.

5.8 Contractor vehicles shall be clearly and legibly marked with the Company Name to be distinguished from Government Equipment. It is the responsibility of the contractor to ensure that their vehicle is parked in the appropriate designated parking areas.

5.9 Types of Vehicles. The types of vehicles used in this contract shall be capable of carrying or transporting beneficiaries via typical medical transport equipment, i.e., wheelchair, gurney, stair chair, litters, alternate safe beneficiary handling equipment and/or Geri chair. The vehicles shall also have room to transport the beneficiary’s companion(s). Vehicles should be able to lift beneficiaries weighing over 350 lbs. (bariatric) in addition to their scooter /wheelchair. The Contractor shall provide wheelchair for transport unless wheelchair is provided by the beneficiary. Oversized wheelchair and leg extension should be available on request.

5.10 The Contractor shall provide gurney for transport, the beneficiary will remain on the gurney through the duration of the beneficiary’s outpatient appointment, unless they will be admitted to the hospital or if other circumstances exist to aid the beneficiary.

5.11 Each Gurney vehicle shall be equipped with the following:

5.11.1 A crash table side or center mounting style litter fastener of the quick release type.

5.11.2 At least two (2) strap-type restraining devices per Gurney, cot, and litter to prevent longitudinal and transverse dislodgment of the patient during transit.

5.11.3 Air conditioning and heating system.

5.11.4 An inside rear-vision mirror which shall enable the driver to view the entire passenger compartment, at the level at which the passengers ride, in addition to the rear vision mirrors.

5.11.5 Floor covering material that can be easily maintained in a safe, sanitary, and odor free manner that shall extend the full length and width of the patient compartment.

5.11.6 A fully operational fire extinguisher, in an easily accessible location as a minimum.

5.11.7 A minimum of 5 feet in height, measured from the finished floor to the finished ceiling, for the patient compartment.

5.11.8 Operable two-way radio communications capability with the services base station.

5.12 The Contractor is not permitted to borrow medical equipment from the Medical Facility. The Contractor shall at no time and under any circumstances exchange equipment with VA.

5.13 If not performing work, the Contractor shall not park or leave unattended vehicles on VA premises, unless permitted or authorized by the VA.

5.14 All government equipment, linens, etc., taken with patients must be returned. SFVAHCS shall not participate in a linen exchange program or any supply exchange program. The Contractor shall provide all sheets, blankets and other equipment and supplies required for use while in transport, for direct patient care.

5.15 The Contractor shall have an oxygen tank available for beneficiary use when needed.

5.15.1 The Contractor shall assist the beneficiary in connecting or disconnecting tubes from the oxygen tank. All tubing used for oxygen tank must be single use only.

5.15.2 The size of the oxygen tank should be commensurate with the vehicle type, i.e., the standard oxygen tank may be approximately 24 cubic feet, 26-inch x 4.5 inch in diameter.

5.15.3 The Contractor shall always store and secure all oxygen tanks safely in the vehicle.

6.0 CONTRACTOR NON-PERFORMANCE

6.1 Non-Performance. If the Contractor is unable to perform services as required, the Contractor shall immediately notify the Contracting Officer, COR, and VA POC and provide a justification for non-performance.

6.2 The failure of the Contractor to perform services within the required time frames and performance requirements may result in termination of the contract.

6.3 The contractor shall miss no more than three patient pickups per 50. The COR will review the circumstances of each incident to determine who is at fault. A Letter of Concern shall be issued after every four missed pickups per 100 for which they are at fault, and the contractor shall provide a plan to prevent further instances.

7.0 DRIVING AUTHORIZED COMPANIONS

7.1 Companions (such as a relative, or the beneficiary caregiver, or a VA staff) may accompany a beneficiary when the VA determines that such an escort is in the best interest of the beneficiary and/or medically required.

7.2 When an authorized companion is required, the Contractor shall not separately charge for the beneficiary.

7.3 Service animals may be permitted to accompany authorized beneficiaries as allowed by SFVAHCS policy.

7.4 Contractor shall only be required to transport companion with patient and will not be required to return the companion back to point of origin if patient is admitted to hospital (unless the companion is a VA attendant or authorized VA caregiver).

7.5 The SFVAHCS reserves the right to send an authorized official (Registered Nurse, Licensed Practical Nurse, Nursing Assistant, or Physician) to attend the patient in a transfer from our facility when deemed necessary to the patient’s welfare by medical staff.

7.6 Contractor is required to return VA attendant to the point of origin. Reimbursement shall be limited to mileage rates as stated in the Price Schedule. The furnishing of the VA attendant does not relieve the Contractor from furnishing a qualified attendant in accordance with this contract.

7.7 The Contractor shall provide an attendant upon request of the VA. An attendant is defined as a Contractor employee other than the driver on a given trip that meets the qualifications needed for medical transport. The Contractor shall ensure that each person employed is trained, qualified, and certified to perform the duties required, including CPR certification.

8.0 REQUESTS FOR SERVICE

8.1 The Contractor may only accept requests for services from authorized VA personnel. Services rendered in response to requests from other than authorized VA personnel shall be at the risk of the Contractor and any cost related to the service shall be borne by the Contractor.

8.2 At the time of the request, the Contractor shall acknowledge their ability to provide the service within the requested response time. If the Contractor cannot provide the services for any reason, they must notify the VA personnel requesting the service of their inability to provide the service. The Contractor shall not charge the VA a cancellation fee when cancellations are made prior to the Veterans Transportation Service (VTS) dispatch.

8.3 The Contractor may transport more than one authorized beneficiary per trip. When more than one authorized beneficiary is transported, all authorized beneficiaries will be charged the base rate. If the authorized beneficiary is going a longer distance (over the 40-mile radius), only the authorized beneficiary going the greater distance will be charged.

8.4 The Contractor shall submit a trip ticket to account for all requests for service. The trip ticket shall indicate the date and time of service call, name of beneficiary requiring services, type of transportation requested, designated pick-up and delivery points, actual time of arrival at pick-up and delivery points and actual waiting time at pick-up and delivery points, and if waiting charges are claimed.

8.5 When VA orders a transport, the VA will provide the following information:

8.5.1 Name of beneficiary;

8.5.2 Last four of the beneficiary's Social Security Number;

8.5.3 Mode of transportation required, i.e., wheelchair, gurney, etc.

8.5.4 Pick-up and delivery point and time;

8.5.5 Required date and time of arrival;

8.5.6 Type of equipment required, i.e., stair chair, gurney, wheelchair, etc.

8.5.7 Beneficiary’s contact information;

8.5.8 Companion information;

8.5.9 Any other special instructions, i.e., hand-to-hand, 2-man assist, oxygen, etc.

8.6 Transporting Psychiatric Beneficiaries. The Contractor shall assist the beneficiary from the departure point to the vehicle and to their destination point. In addition to the driver, the Contractor shall also provide an attendant to accompany the beneficiary to the final scheduled destination. Upon delivery of the psychiatric beneficiary to the final scheduled destination, the Contractor shall obtain from the responsible staff for the beneficiary, a signed receipt; the receipt shall be retained by the Contractor. If the beneficiary is to be picked up for a return trip, a trip number shall be left with the staff member identifying the beneficiary's trip number to be used when calling for pickup. Also refer to definition of Secure Car Attendant in Sections 21.24 and 21.25.

8.7 Substitution of Beneficiary - The VA reserves the right to substitute between beneficiaries requiring services at any time so as to prevent delays, cancellations, or dry runs. There shall be no additional charge to the VA when such changes occur.

8.8 The Contractor may only accept requests for services from authorized VA personnel. Requests from unauthorized individual will be referred back to the VA. Services rendered in response to requests from other than authorized VA personnel shall be at the risk of the Contractor and any cost related to the service shall be borne by the Contractor.

8.9 Drivers shall return patients in the order that they are requested. Drivers shall not skip departing patients to cover a longer distance versus a shorter distance. Only with the approval of the VTS Supervisor will this be authorized. Repeated instances of skipping may lead to termination of the contract or discontinuance of further order placement.

8.10 When transporting patient(s) leaving the medical facility, the Contractor shall be required, if necessary, to transport a maximum of three items (boxes or luggage) of the patient’s personal effects at no additional cost to the VA. Weight and size of these items shall be limited to that which one person can reasonably pick up and load into the vehicle. All patients (including mental health) shall have belongings inventoried and maintained separately while being transported.

9.0 SCHEDULING

9.1 Trips are typically scheduled in advance and an itinerary is provided to the Contractor by 4:30 PM PST the prior business day, unless other circumstances warrant a delay.

9.2 The Contractor shall provide a toll-free number for accepting VA calls. Requests for service may be placed by telephone, email, or fax.

9.3 The contractor shall, always during the contract period, have on his/her premises a functioning telephone to communicate requirements with the VA (i.e., patient incidents, requests for service, special correspondence, etc.). Use of this communication system shall be mutually agreed upon after award but prior to contract performance.

9.4 Electronic Transmissions: The Contractor shall have a system that transmits VA sensitive information and meets FIPS 140-2 criteria for encryption. The VA submits daily itineraries to the Contractor via electronic transmission. Electronic media must be able to safely store and transmit PII (Federal Information Processing Standard (FIPS) 140-2 encryption). The Contractor’s electronic media shall be cleared by the ISO within 30 days of contract award. Contractors may request Microsoft Rights Management Services (RMS) encryption from the SFVAHCS. The contractor must have Microsoft Outlook and a Windows Operating System with Office application 2007 or higher in order to obtain Microsoft RMS encryption. The contractor must have the ability and capability to install the software provided by the Government in order to obtain e-mail encryption rights. In the alternative, if a contractor has Secure/Multipurpose Internet Mail Extensions (S/MIME) Public Key Infrastructure (PKI) encryption software, that software must be VA approved within 30 days of contract award.

9.5 Unscheduled Trip(s). The term refers to those trips required on an “As needed basis” and advance notice is not given. The following listed response times will be considered acceptable for “Unscheduled Trips” from listed SFVAHCS facilities and may be requested during or after normal business hours:

NOTE: Response time is defined as the time from the trip order to the pickup time. Response time will be calculated from the Contractor’s receipt of the telephonic/fax/email request for service. The Contractor is responsible for finding any replacement vehicles as necessary. Payment will be made in accordance with the applicable CLIN pricing. Contractor should acknowledge and inform the facility of the ability to provide the contracted services with the established response time for the specific request. If for any reason, they are unable to provide the service, they must notify the facility authorized requestor of their inability to provide the service. Repeated failure to meet required response timeframes may result in termination of the contract, or discontinuance of further orders.

10.0 TOLLS/WAIT TIME

10.1 Transportation services listed in this PWS shall include ferry, bridge, or road toll charges. The costs for all tolls shall be included in the contractor’s prices listed in the price schedule. The tolls will not be paid as a separate line item.

10.2 Please be aware that almost all trips, unless originating and ending within San Francisco city will require a toll.

10.3 “Waiting time” is billable for trips approved by the COR or authorized personnel. This will be approved prior to trip. If vendor invoiced wait time is not pre-approved, payment shall be denied.

10.4 Waiting Grace Period. The waiting grace period is fifteen minutes prior to time waiting charges commence. The base rate for transportation services shall include a fifteen-minute waiting grace period at origin and destination.

10.5 If the Contractor arrives and has to wait past the 15-minute grace period Contractor shall call the authorized personnel/COR so that they can contact the veteran regarding the wait to avoid wait time charges.

10.6 If the pickup is other than SFVAHCS locations, the contractor shall call the Beneficiary Travel Office, during normal working hours, or the AOD, after-hours, as soon as the contractor anticipates that a delay may develop for which he/she expects to claim reimbursement. This call is only for verifying his arrival at the pickup point and is not necessary if the contractor anticipates no delay for the claimed pick-up point and is not necessary if the contractor anticipated no delay for which he/she shall claim reimbursement.

11.0 DRY RUNS

11.1 The Contractor shall be entitled to the applicable base rate only when dry runs are encountered due to no fault or negligence of the Contractor, order of services must have been requested by authorized VA personnel.

11.2 Dry Run. A dry run is a request for service by authorized VA personnel, whereby the Contractor arrives at the designated pick-up point and no beneficiary is transported due to a change in the Medical Center's needs. The Contractor shall be entitled to the applicable base rate only when dry runs are encountered due to no fault or negligence of the Contractor. The charge shall include any mileage over 40 miles one way.

11.3 11.4

11.4.1 All dry runs must be validated by authorized VA personnel. Prior to the driver departing the pickup location, they must contact the authorized VA personnel to relay challenges with attempting to reach the beneficiary. Authorized VA personnel may identify an alternate phone number for the beneficiary or may contact the beneficiary.

11.4.2 Trip Cancellation -The Contractor shall be entitled to applicable mileage on distance runs one way; runs under 40 miles mileage will not be charged. The term cancellation is defined as a trip cancelled more than one (1) hour before the scheduled pick-up time. The cancellation is allowed if made by authorized VA personnel including the Veteran who requested the transportation. In these cases, the VA will make a determination that a previously scheduled trip may be cancelled, and a vehicle has already been dispatched to the designated pick-up point, the VA may notify the Contractor to cancel the order. Orders that are cancelled while the Contractor is already more than halfway to its destination, the Contractor shall be reimbursed to receive 50% of the scheduled base rate for the trip over 40 miles.

11.5 Should the Contractor arrive at the destination before VA cancels the order, or if the Contractor is unable to perform a scheduled pick-up for reasons beyond the Contractor's control, e.g., incorrect address, or beneficiary absence, or beneficiary refusal, then the Contractor shall receive 100% of base rate for a one-way trip as provided in the schedule, and applicable mileage if outside contract Mileage Threshold areas of coverage. Driver or Contractor Dispatcher must notify authorized VA personnel prior to departing to confirm circumstances.

11.6 Late Pickups will be reflected and documented in the Contract Performance Assessment Reporting System known as CPARS. CPARS reports are transmitted to the Past Performance information Retrieval System (PPIRS) which provides timely and relevant information on Contractor performance for use in source selection. If the VA decides that a previously scheduled trip may be cancelled, and a vehicle has already been dispatched to the designated pick-up point, the VA may notify the Contractor to cancel the trip. For orders that are cancelled while the Contractor is already in route before being notified, the Contractor shall be entitled to receive reimbursement in price schedule. This charge shall not be allowed if authorized VA personnel cancelled the trip (2) hours prior to the scheduled pickup time.

11.7 In the event of a patient dry run, the Contractor shall immediately call the Beneficiary Travel Office and notify there has been a no show. The Beneficiary Travel Office shall attempt to contact the Veteran and verify the Contractor has arrived at the correct address and shall authorize any wait times if Beneficiary Travel deems it necessary.

12.0 CONTRACTOR REPORTS/DELIVERABLES

12.0

12.1 Accident Reporting. The Contractor shall immediately notify the COR, POC, and the CO of any incidents or accidents occurring during transport/loading/unloading with any VA beneficiaries. The Contractor shall promptly complete and submit to the COR and CO an Incident/Accident Report within 24 hours of the accident/incident.

12.1.1 After-Hour Reporting. The COR will designate to the Contractor who shall be contacted if the incident or accident occurred after work hours. (Normal Business Hours except weekends and Federal Holidays Holidays).

12.1.2 The written Incident or Accident Report shall contain the following information:

12.0 12.1 12.1.1 12.1.2

12.1.2.1 Date and Time of the Incident/Accident.

12.1.2.2 Full Name of the Driver, Beneficiary and Companion(s).

12.1.2.3 Description in full detail of what happened. Provide information such as events leading up to the accident, what happened; what were the reactions from the driver, beneficiary, and any other riders; identify witnesses; describe what might have caused the accident; what actions were taken by the driver or others; who was notified (911, VA Police, COR, CO); if 911 was called, who/what reported; who was injured (describe the injury) and provide a timeline of the events.

12.1.2.4 Type of Vehicle to include license plate, year, make, and model.

12.1.2.5 The accident will be administratively reviewed to determine if the contract driver requires drug/medical screening, safety training, etc.

12.2 Complaint Reporting. The Contractor shall notify the COR or POC in writing within 24 hours of any complaints made by the beneficiaries with regards to transportation services. The Contractor may provide recommendations for improved services along with the beneficiary complaints for the VA's review, however it will be the Contractor’s responsibility to prepare and execute action plan.

12.3 Contractor Personnel Roster: Within seven (7) days after contract award the Contractor shall provide the following employee information: Name, Position, Title, and Work assignment area. The initial documentation shall be provided to the Contracting Officer Representative or Contracting Officer. Thereafter, any personnel changes shall be submitted within two (2) business days after the changes have occurred.

12.4 Listing of Government Employees. Prior to performance, the Contracting Officer or Contracting Officer Representative will provide the Contractor with a list of names or position titles and phone numbers of authorized Government personnel who may request services and receive calls from Contractor regarding contract performance. This list will be updated and submitted to the Contractor as changes occur. The Contractor shall ensure that requests for services are received from authorized VA medical center personnel, most commonly, Beneficiary Travel transportation assistants, transportation manager, or AOD after hours. The VA will provide and update a list of those individuals authorized to request transportation.

12.5 Transportation Log (Records of Travel). The Contractor shall track and retain a transportation log of all services provided for the duration of the contract. The Contractor shall provide a copy of its log to the COR and/or authorized VA personnel at the end of each month or whenever there is a discrepancy with invoicing and payment. Transportation Logs are due by the 15th of each month for the month prior.

13.0 CONTRACTOR'S INSURANCE REQUIREMENTS

13.0

13.1 The Contractor shall obtain the necessary licenses and/or permits required to perform this work. The Contractor shall take precautions necessary to protect persons and property from injury or damage during the performance of this contract.

13.2 The Contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence. The Contractor shall report any incidents involving VA beneficiaries or while on VA property within 24 hours.

13.3 The Contractor shall maintain personal and automobile liability, and property damage insurance, as prescribed by the laws of California State and by the Terms and Conditions of the contract. Evidence of coverage is required before commencing work under this contract (copy of Certificate of Insurance), and it may not be changed or cancelled without thirty calendar days prior written notice to the CO.

13.4 Worker’s Compensation and Employer’s Liability Insurance in accordance with the Office of Workers’ Compensation Programs (OWCP): Contractors are required to comply with applicable Federal and State worker’s compensation and occupational disease statutes. If occupational diseases are not commensurable under those statutes, they are covered under the employer’s liability section of the insurance policy, except when contract operations are so commingled with a Contractor’s commercial operations that it would not be practical to require this coverage. The Contractor must hold Employer’s liability coverage of at least a minimum of $100,000.

14.0 SAFETY REQUIREMENTS

14.0

14.1 In order to protect the lives and health of beneficiaries, the Contractor shall take such safety precautions as the COR, or designated representative, may determine to be reasonably necessary to ensure safe patient handling.

14.2 The COR, or designated representative, will notify the Contractor of any safety non-compliance and the action to be taken.

14.3 The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. If the Contractor fails or refuses to comply promptly, the CO may issue an order, stopping all or any part of the work.

15.0 CONTRACTOR’S CONTINGENCY PLAN / BACK-UP PLAN

15.0

15.1 The Contractor shall have a contingency / back-up plan in the event the Contractor is unable to perform services or have services performed as scheduled and required. The Contractor shall immediately notify the COR and/or designee and provide a justification for non-performance and institute the contingency and/or back-up plan as quickly as possible. Failure to comply with this provision is grounds for Termination for Cause in accordance with FAR 52.212-4(m).

15.2 The Contractor shall have a contingency / back-up plan to replace personnel (drivers) who cannot perform as scheduled. Back-up drivers shall be trained and meet the PWS requirements as stated in sections 3.0 and 4.0.

15.3 The Contractor shall furnish a copy of its contingency plan to the COR within 15 days after award of contract. The contingency plan shall have no more than a two-hour delay before implementation. The contingency plan shall include an alternate toll-free number to be used in case of vehicles / drivers / equipment failure.

16.0 INTERFERENCE WITH NORMAL FUNCTIONS

16.0

16.1 The Contractor shall interrupt their work at any time so as not to interfere with the normal functioning of the medical facility, including clinic workflow, utility services, fire protection systems, and passage of facility beneficiaries, personnel, equipment, and emergency and/or service carts. These interruptions should only be occasional. Any interruptions considered to be excessive shall be brought to the attention of the COR.

17.0 CONTRACTOR'S QUALITY CONTROL PLAN (QCP)

17.0

17.1 The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. An original and one (1) copy of this QCP will be forwarded to the COR along with the requested initial proposal. The COR will review the QCP and list any needed clarifications, and return to Contractor for response, if necessary. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

17.1.1 An inspection plan covering all services required by this contract. The inspection plan shall specify the areas to be inspected on either a scheduled or unscheduled basis and how often inspections will be accomplished and documented, and the title of the individual(s) who will perform the inspections.

17.1.2 On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.

17.1.3 The methods for identifying and preventing deficiencies in the quality of service performed, before the level of performance becomes unacceptable and organizational functions noting intermediate supervisory responsibilities and overall management responsibilities for ensuring total acceptable performance.

17.1.4 On-site records of all vehicle maintenance and repairs performed on vehicles used in the performance of this contract. Institute methods to identify and prevent vehicle breakdowns, and detailed procedure for alternative transportation of beneficiaries in the event of mechanical breakdown of vehicle.

17.1.5 On-site records identifying the character, physical capabilities, certifications, and ongoing training of each employee performing services under this contract.

17.1.6 The methods of identifying and preventing radio communication breakdowns. Provide a detailed procedure for alternative communications in the event of electronic and mechanical breakdown of vehicle two-way radios.

17.1.7 On-site records of any complaints or problems, with procedures taken to allow for corrections and/or elimination before effects caused interruption of performance of contract.

17.1.8 Performance Requirements Summary:

1) Transport beneficiaries to appointments as scheduled

2) Provide reliable, safe and on- schedule transports

revisions 100% inspection

100% inspection

complaints

6) Qualifications of Drivers Submit relevant current permits/licenses annually. Submit records of training completed annually

100% inspection

inspection/verification

18.0 GOVERNMENT FURNISHED PROPERTY: There is no Government-Furnished Property (GFP).

19.0 CONTRACTOR FURNISHED EQUIPMENT AND SUPPLIES

19.0

19.1 The Contractor vehicles shall contain at a minimum, the following:

19.1.1 Loading platform shall be integral to the vehicle and made of a least thirteen (13)- gauge steel. Platforms shall have raised edges, be counter balanced, self-adjusting to curbs and sidewalks, and self-storing. When not in use, the platform shall be securely stored so as not to block the vision of the driver or inconvenience the beneficiary.

19.1.2 Side and rear loading doors shall be operational from both inside and outside vehicle.

19.1.3 Vehicles shall have clamp cleats or belts to firmly anchor wheelchair and prevent movement in any direction.

19.1.4 Vehicles steps shall be treated with non-skid material.

19.1.5 Vehicles shall have safety belts for all occupants.

19.1.6 Vehicles shall have functional heating, air conditioning and adjustable temperature controls.

19.1.7 Vehicles shall contain four (4) emergency flares and warning lights, and one (1) five(5) pound ABC rated fire extinguished with fire extinguisher tag showing record of inspections.

19.1.8 Vehicles shall contain a First Aid Kit and Band-Aids, gauze, elastic bandages, sterile gauze pads, triangular bandages, cleansing wipes, tape, scissors, eye pads, and ammonia inhalants. All items shall be packed in sterile containers.

19.1.9 Vehicles shall carry two (2) clean blankets.

19.1.10 Vehicles shall have on board supplies to provide infections control precaution procedures.

19.1.11 Vehicles shall be equipped with a two-way radio fully operational at all times.

19.1.12 Vehicles shall have sheets, blankets, medical supplies (i.e., surgical gloves), personal protective equipment and other equipment for use while in transport, for direct beneficiary care.

19.1.13 The Contractor shall be required to transport non-ambulatory beneficiaries on gurneys, stair chair, litters, wheelchairs, alternate safe beneficiary handling equipment and/or Geri chairs, who are not in need of emergency transportation or medical attention but is requested by authorized VA personnel based on medical need.

19.1.14 The Contractor shall be required to provide Oxygen tanks, wheelchairs, with leg braces (as needed) on all vehicles. This includes oversized wheelchairs if needed. (All vans should be equipped with a wheelchair at all times.)

19.1.15 All internal and external lights on vehicles shall function properly.

19.1.16 All equipment in the patient area shall…