Draft PWS.pdf

Call Center Outreach and Support

PERFORMANCE WORK STATEMENT

WOUNDED WARRIOR

CALL CENTER OUTREACH AND SUPPORT

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

This non-personal services requirement provides outreach and resource support to the United States Marine Corps Recovery Care Program (RCP) and is a vehicle the Wounded Warrior Regiment (WWR) will use to meet its mission. This contract is a follow-on for the RCP’s Sergeant Merlin German, Wounded Warrior Call Center (WWCC) that provides assistance services for wounded, ill, and injured (WII) Marines, Sailors attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status.

The WWCC supports the WWR core mission with expert execution of a comprehensive outreach and assistance program for WII Marines through central operations at Marine Corps Base (MCB) Quantico, VA and satellite operations on each coast. Support and assistance includes, but is not limited to, non-medical case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.); liaison with non-profit organizations and vocational rehabilitation concerns; and daily outreach and communication. Integral to the execution of this requirement is the vital outreach and support role conducted at the WWCC located in Quantico, VA and the Wounded Warrior Battalion Satellite Contact Centers located at MCB Camp Lejeune, NC and MCB Camp Pendleton, CA.

2. WWR MISSION

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

3. BACKGROUND

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

4. SCOPE

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

5. GENERAL REQUIREMENTS

The contractor should possess in-depth knowledge and expertise related to the population they will support.

Knowledge of industry best practices in customer service, contact center operations, and prescribed rules of conduct concerning privacy and confidentiality of information to provide a fully integrated, support solution are critical to successful execution of the PWS tasks. The contractor is responsible for continuous quality improvements in response to program changes and new service offerings. Apart from Field Service Representatives (FSRs), all effort under this requirement are performed at the physical locations identified and in accordance with Section 14.

5.1. Outreach Requirements

While the WWCC and Contact Centers receive incoming phone calls, conducting outgoing telephone calls, text messages, and emails are the primary means of supporting the supported population. The following outreach intervals for current injury classification/severity are required:

Current Injury Classification Outreach Requirements

Target Population Classification Location Contact Frequency

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

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

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

Integrated Disability evaluation System (IDES) Contact Centers

Two times: 1) Referral to IDES, 2), and at culmination of IDES findings Disability Retirement List (Temporary / Permanent TDRL/PDRL) WWCC / FSR 120 Days

Assessments WWCC / Contact Centers Every Contact

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

Contact is defined as actual communication, via talk, text, or email, with the Marine, Sailor, or family member.

There must be three (3) contact attempts, all made at different times of the day. All contact must be documented in the Marine Corps Wounded Ill and Injured Tracking System (MCWITTS).

5.2 Required support services are provided by:

5.2.1 Customer Care Representative

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

Contact Center Representatives will typically work an 8-hour shift.

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

5.2.2 Non-Medical Case Managers

Non-Medical Case Managers (NMCM) (required by DoD instruction 1300.24) provide extended support and outreach calls of non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during their initial CCR phone call. NMCMs work cases until all issues have been resolved before transferring them back to the CCR for continued outreach and support. The required number of NMCMs and their case load will vary based upon the needs of the target population.

Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support (1,000 cases / 35,000 WWR population = 3%). NMCMs average 40 cases each. NMCMs are located at the WWCC. Each NMCM will have a telephone number separate from the main call center number to manage cases requiring support beyond a CCR. Additionally, a NMCM will be assigned a 120 -day post End of Active Services (EAS) for a Recovering Service Member (RSM) whose case was supported by a Recovery Care Coordinator (RCC) while on active duty. NMCMs will utilize MCWIITS to document the WII Marine’s concerns and issues.

5.2.3 Field Service Representative

Field Service Representatives (FSRs) provide complex non-medical case management and extended support to the supported population. FSRs provide primary support to Marines on the Temporary Disability Retired List (TDRL).

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

5.3 Targeted Outreach Capability

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

5.4 Performance Metrics

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

5.5 Domestic Abuse and Sexual Assault

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

5.6 Requirements for Mandatory Reporting

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

5.7 Contract Kick-off Meeting

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

6. PERFORMANCE TASKS

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

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

6.1 TASK 1

Quantico Call Center Support

The contractor will acquire and maintain suitable facilities and infrastructure, such as workspace, equipment (e.g.

computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training, as well as program management and staff to support central execution of program requirements, supervisory functions, and interface with Government staff. All Information Technology, peripheral, systems, equipment, and associated support infrastructure shall be identified and maintained in a state of operational readiness throughout the period of performance. The contractor will liaise with WWR IT/S- 6 to ensure the contractor staff can always access the required Government-owned systems, with the exception of system outages. The contractor will collaborate with Government IT staff to obtain outage information and perform Government-recommended solutions. All contractor IT equipment and Information Assurance (IA) enabled devices must be maintained and configured in accordance with the Security Technical Implementation Guides (STIGS) or other Government provided documentation (see Section 19) to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.

6.1.1 The contractor will provide a fully operational Call Center located within 25 - 30 minutes travel time from MCB Quantico’s Main Gate 1 / Fuller Gate or Back Gate 2 / Russell Road (Commissary) operating and manned 0800 to 2000 Monday through Friday with the following capabilities:

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

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

• a call management system;

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

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

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

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

(b) Government personnel will need to conduct frequent direct surveillance of the contract performance at the contractor’s location. When Government personnel are on site the contractor shall provide one (1) temporary workspace, consisting of a desk and chair.

6.1.2 Social Media (SM) Requirements

The contractor will monitor social media sites during operational times to ensure all critical support needs of the RSM is sufficiently met. Response to requests for assistance on applications or SM sites must be made within sixty

(60) minutes during operational times and within two hours of return from nonoperational times. Social Media requirements are listed in the below table:

Social Media

Platform Monitoring

Facebook 0800-2000 M-F

Instagram 0800-2000 M-F

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

6.1.4 The contractor will provide NMCMs 0800 to 1630 M-F for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs may also provide 120 days post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

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

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

6.2 TASK 2

MCB Camp Lejeune, NC Satellite Contact Center Support

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

6.2.2 The contractor will ensure all calls are forwarded to the Quantico WWCC during all Contact Center non-operational hours;

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

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

6.3 TASK 3

MCB Camp Pendleton, CA Satellite Contact Center Support

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

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

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

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

6.4 TASK 4

Field Services

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

FSR Location Average Caseload

% per Site

Southwestern US 25 20% North Central US 25 20% Central US 25 20% Southeastern US 25 20% Northeastern US 25 20%

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

6.4.2 The contractor will ensure the FSR has immediate and rapid travel capability to conduct face-to-face interviews and other support within a 350-mile radius of their geographical area of responsibility as necessary;

limited circumstances may warrant travel outside of this radius. Travel will also include Semi-Annual Training, conducted in conjunction with the District Injured Support Coordinators (DISC). Total FSR travel may be up to 30% of the time. All travel is in compliance with PWS Section 13.

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

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

6.5 TASK 5

Program Management

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

6.5.1 The contractor will provide a solely dedicated Program Manager (PM) responsible for all operations; staffing and training; support; and quality aspects of the program strategy. The PM will coordinate task activities to ensure successful completion of all PWS tasks, at all locations. The PM will serve as the primary interface with the COR responsible for this effort. PM support includes, but is not limited to:

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

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

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

(d) Coordinate the delivery of all deliverables;

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

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

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

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

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

7. DELIVERABLES

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

Delivery Schedule

PWS

Reference Deliverable Title Content Due

5.4 and

6.5.1 Monthly Status Report Described in PWS 5.4 and 6.5.1 (e)

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

6.5.1 Quarterly Report See 6.5.1 (f)

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

6.5.1 Monthly Demographics Report

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

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

6.5.1 Standard Operating Procedures

At a minimum:

- Introduction,

- Purpose,

- Scope,

- Standards of Conduct,

- Communication Structure (to include roles and responsibilities),

- Daily Operations (to include shift schedules and procedures)

- Continuity of Operations

- Quality Control Procedures

Final SOP within 60 business days after award.

Maintenance of and updates to SOP as necessary

9.1 Transition-In Plan

9.2 Transition-Out Plan Minimum content at PWS 9.2

No later than 90 calendar days prior to contract expiration

10.3 Visit Authorization Letter

Government form provided at time of award.

Initial VAL due within 10 business days of award.

Subsequent submissions as warranted due to contractor personnel staffing changes.

10.5 Non-Disclosure Agreement

Government form provided at time of award.

Within 10 business days of award and subsequent new hires.

5.7 Kick-off Meeting Minutes

-Title of Meeting with date, contract number, and contractor name -List of attendees: name, title, activity representing, contact information

- Summary of the discussions, decisions, agreements reached -Assigned action items and personnel responsible for addressing/executing action item

Within 2 business days of the meeting.

8. STAFFING

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

8.1 Critical Positions

The following position is identified as critical personnel. The contractor must ensure the below position is filled for the entire period of performance of this effort.

8.1.1 Program Manager

The Program Manager must have the ability to:

• Provide strong managerial, leadership, and communication skills.

• Achieve organizational objectives.

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

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

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

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

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

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

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

• Knowledge of Marine Corps culture.

• Sustained successful performance in positions of increased responsibility.

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

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

8.2 Substitution/Replacement of Critical Personnel

The contractor agrees that during the first 120 days of the contract performance period, critical personnel substitution/replacement is not made by the contractor unless the substitution/replacement is necessitated by the individual's sudden illness, death, transfer, or termination of employment. In any of these events, the contractor shall promptly notify the contracting officer and the COR in writing, and provide the information required in 8.2.1, below. After the initial 120-day period, all proposed substitutions/replacements of critical personnel must be submitted in writing to the contracting officer and COR with the information required in 8.2.1 at least 15 days in advance of the proposed substitutions.

8.2.1 Request for Substitution/Replacement

All requests for substitution/replacement of critical personnel or otherwise must provide a detailed explanation of the circumstances necessitating the proposed substitution/replacement; the qualification of the proposed substitute/replacement, and any other information requested by the contracting officer. All personnel substitutions must have qualifications equal to or higher than the qualifications of the individual they are substituting/replacing..

The contracting officer or the COR will evaluate such requests and promptly notify the contractor of approval or disapproval thereof.

8.3 Unsatisfactory Performance

The contractor will take appropriate corrective action within ten (10) business days of formal notification from the COR to correct any identified issues. In the event the issue remains unresolved in excess of ten (10) working days, the COR will notify the contracting officer so that appropriate action is taken, to include employee removal from current contract if warranted. The PM shall ensure that all Government owned property is accounted for and remains on-site should a contractor employee be removed.

9. TRANSITION PERIOD

9.1 Transition-In

The incumbent contractor shall ensure minimal service disruption to vital Government business and no service degradation during and after transition. Prior to the end of the existing contract period, the incoming contractor, in coordination with the Government and the incumbent contractor, shall provide phase-in support for up to thirty (30) days. The in-coming contractor will complete all transition-in activities in accordance with its submitted Transition- In Plan, within thirty (30) calendar days after contract award.

9.2 Transition-Out

The contractor awarded under this effort will take all actions necessary to ensure a smooth transition of PWS requirements at the end of the contract. The contractor will provide a Transition-Out Plan describing the method to facilitate and accomplish a seamless transition for transferring responsibility from the incumbent contractor to the subsequent incoming contractor prior to the expiration of this contract. The contractor shall provide a Transition-Out Plan to the COR no later than ninety (90) calendar days prior to contract expiration. The contractor shall maintain full staffing throughout the transition, and establish and maintain effective communication with the incoming contractor and Government personnel for the period of the transition via weekly status meetings.

The Transition-Out Plan should include, at a minimum:

• Points of contact;

• Project management processes;

• Location of technical and project management documentation;

• Appropriate contractor–to-contractor coordination to ensure a seamless transition, transition of key personnel, schedules and milestones, actions required of the Government, and any other item identified by the COR;

• Confirmation that all Government furnished items have been returned to the appropriate Government program personnel;

• Affirmation not to discuss, disclose, release, reproduce or otherwise provide or make available any such reports, materials, information, and all associated intellectual property (e.g., training materials, Standard Operating Procedures (SOPs), computer software and hardware, scripts and source code, interfaces, Tools, Works, and related items), in whatever form, created, generated, or produced under this effort, or any portion thereof, after completion of this contract;. Report all violations of this affirmation or the unauthorized use, disclosure, release, or reproduction of the preceding items within five (5) business days to the contracting officer and the COR.

10. SECURITY REQUIREMENTS

Contractor personnel will be required in the course of their duties to access the Marine Corps Enterprise Network (MCEN) and sensitive data using Common Access Cards (CAC). The US Government will initiate up to ten (10) background investigations over the life of the contract.

(a) To obtain DoD CACs and privileged access to required systems, contract personnel are required to have a favorable T-3, T-3R or NACLC adjudication. Personnel with unfavorable adjudications are not eligible to perform work on this contract. If contractor personnel do not have current adjudication of T-3, T-3R or NACLC, then, prior to commencement of work on this contract, all contractor personnel, at a minimum, must have an initiated Electronic Personnel Security Questionnaire (EPSQ SF86). The EPSQ SF86 must be reflected within the DoD Personnel Security System (currently Joint Personnel Access System (JPAS)) to perform work on this contract and to access Government systems in support of WWR.

(b) The contractor shall coordinate with the local site or activity as to procedures and issuance of the

CAC. The contractor shall provide necessary Information Assurance certificates from MarineNet (CYBERM) and coordinate with WWR IT to complete a System Authorization Access Request (SAAR) form to obtain a .mil e-mail address. MCEN e-mail can be accessed on a MCEN workstation or on a contractor workstation with a CAC reader.

The account will be the primary contact for e-mail communications regarding WII. It will be accessed at least once per every 30-day period.

(c) Contractor personnel must meet specific requirements in order to be granted these privileges and maintain these credentials. Compliance with all USMC regulations pertaining to network activities is mandatory.

Failure to comply with security requirements will result in revocation of access privileges and personnel removal from work under this contract. FIPS PUB 201 is available at: http://csrc.nist.gov/publications/fips/fips201-1/FIPS- 201-1-chng1.pdf. The Office of Management and Budget (OMB) associated guidance, M-05-24 can be found at:

http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

(d) While employed on this contract, the US Government will facilitate routine re-investigations as they come due in accordance with applicable Defense Security Service directives.

10.1 Information Security

Although not authorized access to classified information, contractor personnel may occasionally access or have knowledge of confidential or sensitive information, such as, but not limited to, PII and information about unit movements. The contractor shall comply with SECNAVINST 5510.36A per the provisions of the Headquarters Marine Corps Information and Personnel SOP. The Contractor shall ensure all personnel are aware of their responsibility to safeguard sensitive and privileged information.

10.2 Sensitive Data

Contractor personnel may, in the course of their duties on this contract, handle or have access to sensitive data covered under the Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). Contractor personnel must complete HIPAA and Privacy Act training through Joint Knowledge Online and MarineNet in order to obtain system access. All contractor personnel must complete this training no later than the end of the transition period and prior to full performance. WWCC contractor employees are subject to Section 552 of Title 5, United States Code (commonly referred to as the “Privacy Act of 1974”) and Department of Defense Directive 5400.11, “DoD Privacy Program,” May 8, 2007.

10.3 Visit Authorization Letter

All contractor personnel are required to be annotated on a Visit Authorization Letter (VAL) submitted to the WWR Security Coordinator (10) business days upon award. The COR will provide the required VAL content information to the contractor at time of award. The contractor will update the letter upon hiring of or removal of contract staff, and provide a copy to the COR and WWR Security Coordinator.

10.4 All contractor personnel must comply with WWR training requirements as prescribed in the most current version of the WWR Training and Education Plan (See References, Section 19.).

10.5 Confidentiality

All contractor personnel shall safeguard personal RSM information in accordance with the Privacy Act of 1974.

Records containing personal information must include a Privacy Act statement signed by the RSM. Only disclose personal information, not specifically authorized by the RSM, via a signed release of information, after approval by the Base Adjutant or Staff Judge Advocate. Improper disclosure of sensitive or private information in violation of the DON Privacy Act Program (SECNAVINST 5211.5D) or the Nuclear Weapons Personnel Reliability Program (OPNAVINST 5510.162) may subject the contractor or its personnel to criminal liability. Due to the type of personal information contractor personnel will have access to, all contractor personnel must sign a non-disclosure of information agreement and comply with all HIPAA security requirements. Non-disclosure agreements (SF-312) for each employee working under this contract must be submitted to the COR within ten (10) business days of contract award and within ten (10) business days of any new employee beginning work under this contract.

When and if required, the contractor will ensure strict compliance with the Defense Federal Acquisition Regulation Supplement requirements set forth in 252.235-7004 to submit all research protocols and exemption determinations for review and approval by a designated DoD Human Resource Protection Official. Furthermore, when directed by the COR, the contactor is required to comply with MCO5300.18, the Marine Corps Survey order, or other superseding guidance. Moreover, any contractor employee involved with Human Subject Research may be required to receive additional training.

10.6 Key Control

The contractor will develop a method of controlling and accounting for all keys issued to it by the Government. As required, keys issued to the contractor will not be duplicated without Government approval. The contractor will report the loss of any key to the COR, not later than two (2) hours after discovery of such loss. The contractor will be responsible for all expenses associated with the replacement of a key(s), re-keying, or replacement of locks.

11. WORKING ON A GOVERNMENT INSTALLATION

11.1 The contractor shall provide each of its personnel an identification badge, which identifies, by photograph, the individual as an employee of the contractor. These badges shall be clearly identifiable while on Government property and worn at all times and presented for examination upon request from the contracting officer, COR, Military Police, or any other Government Official with a need to see the badge.

11.2 The contractor and its personnel shall be subject to all installation traffic, security, and registration regulations for personnel and vehicles. Copies of current installation regulations may be obtained from the COR.

11.3 All contractor personnel attending meetings, answering Government telephones, working on site, where their contractor status is not known to third parties, must identify themselves as contractors, to include wearing ID badges, which identify them as contractor personnel. Contractor personnel shall also ensure that when logged onto Government equipment that their profile shows them as contractor personnel.

11.4 Contractor employees shall clearly identify themselves and the company they work for whenever making contact with Government personnel by telephone or other electronic means.

12. ALLOCATION OF INTELLECTUAL PROPERTY, AND USE OF DATA,

INFORMATION AND MATERIALS

12.1 In accordance with the DFARS data rights clauses associated with this effort, without limitation, all reports, materials (including, but not limited to, all training and training-related materials including, but not limited to, all SOPs, lessons learned, analyses/evaluations and analyses/evaluation criteria, on-line course materials, computer software/applications and hardware, source code, interfaces, tools, works, and other related items) data, information, and all electronic/digital files and other items described herein, and any other items, (hereinafter referred to individually or collectively as Items or Items) that are first created, generated, or produced and required to be delivered under, or as a result of, this PWS shall be provided to the U.S. Government/Marine Corps with the level of intellectual property/data rights provided by such DFARS data rights clauses.

Such data rights and related clauses include, but may not be limited to DFARS Clauses:

252.227-7013 - Rights in Technical Data--Noncommercial Items;

252.227-7015 - Technical Data–Commercial Items;

252.227-7017 - Identification and Assertion of Use, Release, or Disclosure Restrictions;

252.227-7020 - Rights in Special Works;

252.227-7025 - Limitations on the Use or Disclosure of Government-Furnished Information Marked with Restrictive Legends;

252.227-7027 - Deferred Ordering of Technical Data or Computer Software;

252.227-7028 - Technical Data or Computer Software Previously Delivered to the Government;

252.227-7037 - Validation of Restrictive Markings on Technical Data.

Using the format described by DFARS 252.227-7017, the Contractor will provide the COR with a data rights assertion listing for all deliverables including both non-commercial and commercial technical data and computer software. Furthermore, the contractor shall not use the contractor’s or a third-party’s proprietary data, information, software, items and/or other materials for any purpose without meeting the requirements of DFARS clauses 252.227-7020 and/or 252.227-7025, and without the specific, written approval by the contracting officer, prior to start of any work.

12.2 Unless otherwise directed by the COR, all documents produced or revised by contractors or developed through contractor participation must be marked as “Contractor generated documents” or otherwise identified in a manner that discloses the contractor’s participation.

12.3 The contractor and its personnel have an obligation to protect unauthorized use or disclosure of all Government proprietary, confidential, sensitive, or classified Items, including PII or Personal Privacy related information, obtained during the performance of this contract. All Items obtained under this PWS such as, but not limited to, information available for use relating to technical and statistical data, trade secrets, processes operations, style of work, apparatus, amount or source of any income, profits, losses, or expenditures of any person, firm, partnership, corporation, or association are subject to PII and HIPAA. Contract personnel shall not publish, divulge, disclose or make known Items created or provided expressly for this contract, in any manner, or to any extent not previously authorized in writing by the contracting officer or the COR. When the contractor’s need for any such Items ends, they will return all Items promptly within ten (10) business days to the appropriate government program personnel.

13. TRAVEL

13.1 Travel for the PM and the FSRs is anticipated. The PM may be required to travel to MCB Camp Lejeune and MCB Camp Pendleton at least once annually for the purpose of staff inspections. The FSR may be required to travel up to 30% of the time, as well as to attend one-week long semi-annual training events. In the event of travel, the contractor is responsible for implementing a travel management plan that ensures adherence to federal government procedures, and suitable contractor internal controls to prevent unauthorized cost incurrence. The contractor will adhere to FAR 31.205-46 for all travel requirements under this contract.

13.1.1 Local Travel

The Joint Travel Regulations define local travel as travel within a 50-mile radius of the Government location for which services are being provided. The Government will not reimburse the contractor for local travel for attendance at training, meetings, and other requirements within the 50-mile radius.

13.1.2 Non-Local Travel

Non-local travel is defined as travel outside of a 50-mile radius of the Government location for which services are being provided. Non-local travel will be required in performance of this contract, and identified in advance by, or to, the COR, when and if necessary.

13.1.3 Contractor Request and Approval

All non-local, non-emergency travel under the contract must be specifically requested in writing (e-mail will suffice) by the contractor and approved by the COR, prior to incurring any travel expense. The contractor shall submit the written request to the COR five (5) business days in advance. The travel request shall include as a minimum, the following:

• Contract number;

• Date, time, and place of proposed travel;

• Purpose of travel and how it relates to the contract;

• Contractor’s estimated cost of travel with a breakdown of the estimated costs of transportation, lodgings, meals, and incidentals; and

• Name(s) of individual(s) traveling.

The COR will review and approve or disapprove, as appropriate, all travel requests submitted giving written notice of such approval or disapproval to the contractor. Costs incurred without authorization will not be reimbursed.

Non-local emergency travel, emergency being a serious and often a dangerous situation involving an RSM requiring a timely in-person FSR response, is applicable and approved for the FSR only. The COR must be notified within 24 hours of all non-local emergency travel by the FSR under the contract. The contractor’s notification will include the bulleted items within 13.1.3.

13.1.4 Travel Reimbursement

Travel will be paid on a cost-reimbursement basis for actual costs incurred (no fee). Travel reimbursement is limited to travel during performance of the contract. Travel reimbursement does not include relocation expenses for contractor employees prior to their start of performance on this contract.

The contract includes a not-to-exceed funding limitation for travel costs. When the contractor expects total funding expended for reimbursable travel to reach 85 percent of the total funds available on the travel line item, the contractor will notify the contracting officer and the COR. The notice will state the estimated amount of additional funds required to continue performance for the period specified in the contract. The contractor will not exceed or incur costs that exceed the amount of funding stated on the reimbursable travel line item. The Government is not obligated to reimburse the Contractor for otherwise reimbursable travel in excess of the funded amount state on the reimbursable travel line item.

The contractor is not obligated to continue performance of any reimbursable work under this contract or otherwise incur costs for reimbursable travel in excess of the funded amount stated in the reimbursable travel line unless the contracting officer notifies the contractor in writing that the funded amount stated under the reimbursable travel line item has been increased.

14. PLACE OF PERFORMANCE / HOURS OF OPERATION

Place of Performance Hours of Operation Wounded Warrior Call Center: Contractor’s facility in accordance with PWS 6.1.1

0800 – 2000 ET Mon- Fri Wounded Warrior Battalion: MCB Camp Lejeune, NC

0800 – 1630 ET Mon - Fri Wounded Warrior Battalion: MCB Camp Pendleton, CA

0800 – 1630 PT Mon - Fri

With the exception of Field Service Representatives (FSRs), all effort under this requirement is performed at the above physical locations during the operational hours identified, and in accordance with this PWS.

Contractor personnel are authorized to telework in the local area of the locations above for up to 50% of their work hours.

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

The Call Center in Quantico, VA will maintain operational at all times, to include all holidays.