DRAFT PWS SafeHelpline.pdf

PERFORMANCE WORK STATEMENT (PWS)

DoD Safe Helpline

1. INTRODUCTION

1.1 The Sexual Assault Prevention and Response Office (SAPRO) requires contractor support services for the Department of Defense (DoD) Safe Helpline (SHL). The SHL is the sole sexual assault response hotline for the DoD that enables military readiness by providing the DoD community with specialized assistance that is flexible, supports changing technology, legal guidance, DoD policy and Directives, empowers victims to report their sexual assault, and restores survivor resilience.

1.2 The DoD SHL is a confidential worldwide service that provides anonymous, live, one-on-one crisis intervention, support, information, and resources to members of the DoD community who have been affected by sexual assault, in support of the Department's Sexual Assault Prevention and Response program. Services include a telephone helpline, online helpline, website, text-for-information service, mobile self-care app, anonymous online peer support, and resource database for Transitioning Service Members (TSM), publicly searchable responder database, follow-up support and self-paced educational courses.

2. BACKGROUND

2.1 SAPRO represents the Secretary of Defense as the central authority charged with preventing sexual assault in the military and facilitating recovery for victims. SAPRO promotes military readiness by reducing incidents of sexual assault through advocacy and execution of programs, policy, planning, and oversight across the DoD Community. The Safe Helpline was launched in February 2001 as the result of the Defense Task Force on Sexual Assault in the Military (DTF-SAMS) Recommendation 27, issued in December 2009, which endorsed the establishment of a universal hotline to enhance victim care and facilitate victim reporting. Additional requirements for the DoD Safe Helpline are contained in the congressionally mandated Response Systems Panel Recommendation 6, issued in 2014, requiring the Secretaries of the Military Services to set forth clear guidance that DoD Safe Helpline is the single 24/7 sexual assault crisis hotline; requirements for sustaining the DoD Safe Helpline are included in the DoDI 6495.02, incorporating change 3, dated May 24, 2017, and in the forthcoming DoD-wide Sexual Assault Prevention and Response Strategic Plan, 2023 - 2027. In addition, Section 549H of the Fiscal Year 2022 National Defense Authorization Act (NDAA) grants DoD Safe Helpline the authorization to perform intake of official restricted and unrestricted reports for eligible adult sexual assault victims.

2.2 The DoD Safe Helpline is the Department's only anonymous, secure service providing support for DoD community consistent with DoD Instruction (DoDI) 6495.02 and the forthcoming DoD Sexual Assault Prevention and Response Strategic Plan, 2022-2026. The Helpline provides live, one-on-one, anonymous confidential assistance, and referral services on a 24/7/365 worldwide basis. The Helpline serves to enhance victim care and increase victim reporting, as sexual assault underreporting poses a serious challenge to military readiness with potential costs and consequences of sexual assault being extremely high.

2.3 In 2015, the Secretary of Defense directed the development of a Department-wide strategy to prevent and report retaliation. The DoD Safe Helpline is part of the strategy in response to the directive.

2.4 In June 2021, the Independent Review Commission (IRC) on Sexual Assault in the Military

(SAM) presented the Secretary of Defense with its report and recommendations addressing four broad areas: accountability, prevention, climate and culture, and support and care of victims. The IRC recommended 82 ways the DoD can improve climate and culture, prevent sexual assault and sexual harassment, provide better care for victims, and hold perpetrators appropriately accountable. The DoD Safe Helpline supports, recommendation 4.2 a - Increase Access to and Visibility of Civilian, Community-based Care for Sexual Assault Survivors.

3. SCOPE

3.1 The contractor shall provide all personnel, management, oversight, materials and equipment necessary to support, maintain, assess, promote and administer the DoD Safe Helpline services addressing prevention and response. The objective is to provide Helpline support services to prevent victimization, facilitate victim care, restore resiliency, and increase reporting that are flexible and responsive to changing technology, legal guidance and DoD policy and Directives.

4. REQUIREMENTS The Contractor shall:

4.1 Provide Safe Helpline services 24 hours a day, 7 days a week, 365 days a year. Safe

Helpline shall be staffed, and all services shall operate at all times except in cases of emergencies, planned maintenance, or technical outages (see technical uptime requirements in Section 13.1).

4.1.1 Submit an emergency operations plan for Government approval no later than 45 days after contract start date. The plan will detail technical, staffing and communications steps that will be taken in the event one or more services is unavailable due to emergencies, planned maintenance, or technical outages.

4.1.2 No later than 60 days after contract start date, acquire and maintain the following items to allow for limited redundancy when any service is unavailable: toll-free helpline number for CONUS use; direct-dial helpline number for OCONUS use; direct-dial SMS number;

and Safe Helpline website. To minimize risk of these resources being unavailable when needed, the limited redundancy measures will be housed within separate vendors or cloud hosting regions (subject to DMDC approval). Submit a redundancy plan to Government for approval.

4.1.3 Obtain the Government's approval prior to publishing revised web content regarding requirements contained in this PWS, as outlined below, and utilizing Government approved templates and documents listed in Appendices A and B.

4.2 Provide and maintain operations to include development, updates, security, analytics, testing and maintenance for:

4.2.1 Online capability, the contractor shall provide:

4.2.1.1 A Website, to include:

4.2.1.1.1 The dedicated www.safehelpline.org, .com, and .net URLs that is mobile optimized for DoD community members to access DoD Safe Helpline services and information quickly and easily on computers, smart phones and tablets;

4.2.1.1.2 Website layout, content, art, design and site rating functionality, updated bi- annually to ensure accuracy of content, functional links, and user-friendly layout. Bi-annual update will also include a summary of all ad-hoc changes requested by the Government during the previous 6- months. Provide website rating functionality for users to rate the website, using a thumbs up/thumbs down rating option.

4.2.1.1.2.1 A Microsoft Word copy of all web content to reflect the current version displayed online; and when changes are made. Copies are due within 15 days of award of contract and within 15 days of making any changes.

4.2.1.1.2.2 Obtain the Government’s approval prior to publishing revised web content regarding requirements contained in this PWS, as outlined below, and utilize Government approved templates and documents.

4.2.1.1.3 Online access to anonymous self-guided educational programs via safehelpline.org.

4.2.1.1.4 A site-wide search capability.

4.2.1.1.5 A searchable Responder Database consisting of Sexual Assault Response

Coordinators (SARCs)/Sexual Assault Prevention and Response Victim Advocates (SAPR VAs), military responders (i.e., medical, confidential legal resources, spiritual, and military police), TSM resources, civilian sexual assault service provider, and other referral data for direct access by website users.

4.2.1.1.5.1 Data verification of SARC and responder data contained in the Responder Database, semi-annually not later than the 15th of October and 15th of April.

4.2.1.1.6 A dedicated webpage that provides an overview of the Military Feedback Form

(MFF) and includes a link to the DD Form 2985 at Washington Headquarters Services and instructions for users to access and submit through SAPRO’s dedicated email. This webpage will not collect or transmit any data.

4.2.1.1.7 A dedicated webpage that provides information on available outreach materials and instructions for placing orders via a designated email address or phone number managed by contractor personnel. This webpage will not collect or transmit any data.

4.2.1.2 A mobile application that allows the user to access DoD Safe Helpline online capabilities and manage the short-and long-term effects of sexual assault. Update design and code base, as determined by industry best practices.

4.2.2 Telephone capability via a dedicated, toll-free commercial line (877-995-5247), which can be accessed internationally via the Defense Switched Network (DSN) Global Operator to ensure worldwide access. The telephone capability shall also be available internationally via the Safe Helpline mobile application through Voice Over Internet Protocol (VOIP)-based telephone access.

4.2.3 Texting (SMS) capability via dedicated SMS codes for inside the continental U.S. (55-

247) and outside the continental U.S. (571-470-5546) that provide automated and manual Sexual Assault Response Coordinator (SARC)/Sexual Assault Prevention and Response Victim Advocates (SAPR VAs), military responders (i.e., medical, confidential legal resources, spiritual, military police), TSM resources, civilian sexual assault service provider, and other referral data to be provided to the user.

4.2.4 Self-paced educational programs. Maintain relevant self-paced educational courses and provide users with anonymous access via the Safe Helpline website and Safe Helpline app that supports the Department's efforts to prevent victimization, facilitate victim care, restore resiliency, and increase reporting. Currently seven courses are available online.

Provide usage data (number of people that access the course and completion rate) that is not personally identifiable and metrics in monthly and annual reports.

4.3 Responder Administration Website for Government authorized POCs from the Military

Services, National Guard, and Coast Guard to input SARC and military responder (chaplains, confidential legal resources, military police, and medical) contact information into the Responder Database. The Database and website shall be updated, as needed, and provide and maintain a capability for POCs to modify SARC/SAPR VA, military responder, and base information.

4.4 Referrals Database and Staff Dashboard

4.4.1 The referrals database shall include contact information for SARCs/SAPR VAs; military responders (chaplains, confidential legal resources, military police, and medical); TSM, Veterans Affairs (VA), and Military resources, civilian sexual assault service providers, and other referral data or links as required by the Government.

4.4.1.1 TSM referral database shall include referrals for the Departments of Veterans Affairs and

Labor, medical treatment facilities, Vet Centers, and other resources provided by the Government.

4.4.1.2 Other referral resources such as Military OneSource, Psychological Health Center of

Excellence, National Suicide Prevention Lifeline shall be added to the Referral Database in accordance with the Referral Template

4.4.2 The dashboard shall provide Safe Helpline staff access to technical support, training materials, and referral information while in a session with a user.

4.4.3 Deliver the results of a quality control assessment of the military and TSM Dashboard annually not later than the 15th of January and immediately upon update. Complete implementation of all changes within 60 days of receiving approval from the Government.

4.5 Warm Hand-off Transfer Capability. When the resource referral is available, offer callers the option to be transferred to their nearest SARC, Military OneSource consultant, Psychological Health Center of Excellence provider, and/or civilian sexual assault service provider, and if possible, Veterans Affairs Benefits Coordinator and Military Sexual Trauma Coordinator, via the dedicated toll-free telephone capability in accordance with the Safe Helpline Telephone Transfer Protocol. When transfer directly to the resource is not available, provide the referrals contact information for the visitor to follow up at a later time.

Provide transfer and referral metrics within 10 days of request by the Government.

4.6 Qualified Personnel:

4.6.1 Provide qualified personnel that meet or exceed the stated Knowledge, Skills, and

Abilities (KSA) and education qualification requirements in the offeror’s proposal; which was considered as an evaluation factor relevant to the award decision and incorporated into the resulting award. During performance of the contract, the Contracting Officer’s Representative (COR) may ask to see resumes to verify personnel meet or exceed the qualifications that were incorporated into the award from the contractor’s proposal. The Contractor shall submit resumes within 3 days of COR request for review. The contractor shall not submit resumes for approval by the Government prior to hiring personnel, as it is the Contractor’s responsibility to provide qualified personnel to perform the work of the contract. The resumes that fail to meet the proposal KSAs for the position will be documented as a performance discrepancy.

4.6.2 The contractor shall staff according to the proposed staffing plan; which was considered as an evaluation factor relevant to the award decision and incorporated into the resulting award. The contractor shall maintain minimal personnel turnover throughout the life of the contract. Ensure continuation of services during personnel absences due to sickness, leave, and voluntary or involuntary termination from employment such that impact to the Government is minimal.

4.6.3 Provide supervision for all Online, Telephone sessions to provide support to Safe

Helpline staff and perform tasks to monitor the quality of service provided through the sessions.

4.6.4 Contractor personnel must have taken the Safe Helpline training curriculum (See 4.7.1).

Crisis hotline/intervention experience is required for administrative and assistance personnel.

4.6.5 Provide technology capabilities to supervise multiple sessions, transfer sessions, and allow supervisors who are online together to chat to ensure seamless shift transitions and continuous support 24/7.

4.7 Training Support and Execution:

4.7.1 Develop, administer, and maintain initial and refresher training to the highest industry standards utilizing adult learning theory the curriculum, facilities, technology, and materials and execution for all Safe Helpline hotline staff, assistant shift managers, and supervisory staff.

4.7.1.1 The curriculum will have standardized baseline training requirements for victim assistance personnel to maintain standards of competence as outlined in DoDI 6495.02 and DoDI 6400.07. In addition, the curriculum shall contain basic information on Military structure, command structure, the Military Services, Military Service Academies, and all services and support provided by Safe Helpline.

4.7.1.1.1 Deliver the training curriculum to the Government annually not later than 15 January of each year.

4.7.1.2 The curriculum shall contain general training related to rape and sexual assault response, online and telephone hotline support, neurobiology of trauma, and supervisory training for Safe Helpline shift managers and supervisors.

4.7.1.3 Administer training as part of Safe Helpline staff onboarding and conduct monthly in-service trainings and scenario activities to support continuous education and refresher training.

4.7.1.4 Training can be conducted in-person and/or virtually and shall employ adult learning theory in development and execution.

4.7.1.5 Provide and execute the Staff Training Evaluation after the twentieth session.

4.7.1.5.1 Deliver annually in conjunction with the annual training curriculum the results of the

Staff Training Evaluations completed for the prior year.

4.7.2 Develop, administer, and maintain the curriculum, technology, and materials for online self-paced educational trainings available on the Safe Helpline website to the highest industry standards and utilizing adult learning theory.

4.7.2.1 Maintain training for civilian sexual assault service providers on working with TSMs.

4.7.2.2 Adapt existing training on Safe Helpline services and tailor for appropriate use in allied service providers’ professional training (e.g., chaplains, Sexual Assault Medical Forensic Examiners, etc.).

4.8 Privacy and Mandatory Reporting Compliance:

4.8.1 Privacy Policy.

4.8.1.1 Implement, and maintain internal DoD Safe Helpline privacy policies for all services that:

4.8.1.1.1 Comply with the requirements of the Privacy Act for any identifiable information

(PII) that is voluntarily disclosed without solicitation during a session, and ensure confidentiality and anonymity of communications between staff and visitors;

4.8.1.1.2 Ensure communications between staff and visitors receiving services from DoD Safe

Helpline are confidential and anonymous and are not shared with the Government except in aggregate reports of non-personally identifying information; and

4.8.1.1.3 Deliver via email a summary of all breaches of privacy or mandatory reporting within

24 hours of discovery and provide a summary of number of mandatory reports submitted monthly in the Monthly Report.

4.8.1.2 Online Capability to include:

4.8.1.2.1 Requiring visitors prior to accessing the DoD Safe Helpline online capability to accept the user Terms of Service in which the user must acknowledge that they have read the User Computer Safety Procedures, Privacy Policy, and User Agreement.

Vvisitors will agree to a separate Terms of Service Ground Rules and Administrative Actions.

4.8.2 Mandatory Reporting Policy. The contractor shall provide, implement, and maintain mandatory reporting protocols that:

4.8.3 Follow applicable state regulations for mandatory reporting requirements in accordance with the applicable state requirements such as for reasonable suspicion of child abuse, elder abuse, abuse of a vulnerable or disabled person or suicide or threat of harm to others. Report to the proper authorities per state requirements and notify the COR and Safe Helpline Program Manager within one business day of any mandatory reports submitted.

4.9 Communication Support. The Contractor shall:

4.9.1 Not speak on the Government's behalf regarding Safe Helpline users and data.

4.9.2 Utilize Government-approved messaging and obtain necessary Government approval prior to conducting media and other outreach activities and inquiry responses.

4.9.3 Conduct outreach to SARCs, SAPR VAs and other DoD stakeholders to encourage and assist them in promoting Safe Helpline on bases and installations and through online and social media.

4.9.4 Deliver a Communication Plan outlining planned outreach activities to be performed over the contract year no later than 30 business days after Award and update annually.

4.9.4.1 Communications planning and products shall include promotion of all Safe Helpline services through videos, online and print products, and other product development, to be tailored to general audiences (e.g., DoD community members, civilian sexual assault service providers, general public) as well as specific stakeholder groups (e.g., SARCs, military responders, etc.).

4.9.5 Develop, implement, and deliver annually not later than the 15th of July an education awareness and outreach concept plaln in accordance with DoDI 6495.02 Vol 01 to publicize the DoD Safe Helpline and facilitate victim reporting through its connection to the nearest SAR, and other resources as warranted that includes free online and print promotion opportunities, no more than 13 paid online and print promotion opportunities, and 1 surge online or print opportunity that are responsive to emerging trends in order to educate victims and other stakeholders about the DoD Safe Helpline.

4.9.5.1 Update existing promotional materials and develop a maximum of five new promotional materials to support new initiatives and focus areas

4.9.6 Deliver a draft article no later than 1 July and 1 November and place government approved articles on the contractor's website and in an e-newsletter no later than 15 August and 15 December.

4.9.7 Display the DoD Safe Helpline prominently on the contractor's website.

4.9.8 Post a minimum of four links to DoD Safe Helpline on the contractor's social media feeds monthly.

4.9.9 Provide administrative support and Safe Helpline subject-matter-expert sexual assault prevention and response event support in the form of Safe Helpline briefings and demonstrations as approved and/or requested by the Government. The Government anticipates approximately 35 events in the local DC/Maryland/Virginia area, and 50 events outside the DC/Maryland/Virginia area to include 2 OCONUS events (OCONUS events will be virtual, and the contractor will need to adjust their working hours to accommodate the time changes). No more than 4 event and exhibit fees to be paid by contractor with no more than three conference exhibits outside the Washington D.C. area.

A minimum of 25% of events will be in-person.

4.9.10 Develop and ship Safe Helpline outreach materials within 14 business days after requested by SARCs and SAPR VAs through the outreach materials request process via contractor’s dedicated email or telephone number. Material to include 50 banners and 10 exhibit displays, to SARCs and SAPR VAs on Military bases.

http://process/

4.9.11 Make promotional materials available at no charge on website for download, including printing and fulfilling email or telephone call requests by SARCs and other Service representatives.

4.9.12 Collaborate with the Government communications team and military media and develop artifacts (graphics, draft communication, and recommendations) to feature DoD Safe Helpline services on an on-going basis, estimated at no more than 10 per month.

Additionally, provide capacity to surge outreach and communications in response to significant DoD events (e.g., release of DoD reports, etc.) upon Government request.

Surges will be paid through the time and materials line item.

4.10Pre- Reporting Follow-Up Support:

4.10.1 Offer follow-up support services to all Safe Helpline users who call the Safe Helpline telephone and utilize Safe Helpline chat capability and who have not reported their assault to a military authority. For users who opt to receive follow-up services, provide follow-up support to include a call from the Safe Helpline follow-up support specialist, who will contact the user regarding referrals discussed during their call/session and help to address ongoing issues or difficulties. Support services will focus on connecting users to appropriate resources and services for ongoing care and treatment.

4.11Reportal, Assessment Support, and Reports:

4.11.1 Provide and maintain a secure portal accessible to authorized POCs, called the Reportal, which depicts aggregated non-personally identifiable information updated in real-time to include the elements in the Reportal Fields.

4.11.1.1 The Reportal shall be maintained and upgraded as needed.

4.11.2 Provide and maintain user comment cards using a five-point Likert scale and at least one open-ended question for the Online Helpline and an Interactive Voice Response (IVR) for the Telephone Helpline to ensure that users can share direct feedback about their interactions with these services.

4.11.3 Develop, execute, and maintain the following;

4.11.3.1 A session assessment completed by Safe Helpline staff after every online and telephone session with a user to capture non-identifying information regarding the incident and resources provided. Review and update the assessment form annually and deliver the form to be used not later than 15 January.

4.11.3.2 A supervisor checklist for Online/Telephone Sessions

4.11.3.3 The results and free text user feedback from the Website Page Rating

Functionality, Online User Comment Cards and Telephone Interactive Voice Response.

4.11.4 Provide monthly assessment reports not later than the 10th day of the month, quarterly assessment reports not later than the 15th of March, the 15th of July, and the 15th of November and an annual assessment highlights report not later than the 15th of January.

Provide full annual assessment report not later than the 1st of February, of all data, highlighting trends and including recommendations for action, as appropriate.

4.11.4.1 The Monthly Report shall include at a minimum the following: contents of the

Reportal and Safe Helpline service usage data; a small sample of anecdotes from interactions with users; the Previous month's progress and highlights, to include completion of deliverables, meetings held, and outreach conducted; planned work for next month; results of comment cards and IVR; results of the quality control plan tests, monthly uptime (service availability) report for all Safe Helpline services and independent sites/portals; results of the website page rating functionality and free text comments; Retaliation report; PREA report; Privacy and Mandatory Reporting; in-service report; Marketing report to include website usage data, advertising report, outreach conducted and materials distribution; social media highlights; analytics from Google (as specified in the Google Analytics Template); and other ad hoc information as identified by the Government. Assessment of included data included in report for Service Usage and Website Visitors; ensuring it's relevant to the specific analysis or the purpose.

4.11.4.2 The Quarterly Report shall include at a minimum the following: the results of the

Supervisor Checklist for Online/Telephone Sessions;,; basic descriptive statistics for user characteristics, event characteristics, reporting concerns and user feedback from Online and Telephone helpline sessions; and other ad hoc information as identified by the Government. Assessment of included data included in report for Service Usage and Website Visitors; ensuring it's relevant to the specific analysis or the purpose.

4.11.4.3 The complete Annual Report shall include at a minimum the following:

quantitative and qualitative analysis of all assessment data for on-going evaluation, annual evaluation, and program support consistent with DoD SAPRO research to include user characteristics, reporting analysis, topics discussed and event characteristics, user feedback, Safe Helpline service usage, a way ahead, review of methodology or assessment changes and revisions, and other information determined necessary by the Government throughout the year.

4.11.4.4 Ensure analysis provided in all reports supports DoD SAPRO's research assessment topics, as described in the Annual Report each year and the Report to the President of the United States on Sexual Assault Prevention and Response, dated 2014, to include data points from the new surveys and metrics, as applicable.

4.12Section 508 Compliance.

4.12.1 The Contractor will provide verification of Section 508 compliance at time of award and shall conduct annual verification reviews.

4.12.2 The Contractor shall be prepared to provide and shall provide all data and information requested during any Section 508 compliance verification or audit within three business days of receiving the request. Verifications or audits or reviews may occur annually and at any time the Government deems appropriate.

4.12.3 The contractor shall develop and manage the outreach and engagement Section 508 of the Rehabilitation Act of 1973 (29 U.S.C 794) and the Architectural and Transportation Barriers Compliance Board’s (U.S. Access Board) information and communication technology (ICT) accessibility standards at 36 CFR 1194.1 for final Government deliverables. The following standards have been determined to be applicable to this contract:

• E204, “Functional Performance Criteria”

• E205, “Electronic Content”

• E207, “Software”

• E208, “Support Documentation and Services”

4.12.4 Section 508 compliance for outreach and engagement materials includes:

4.12.4.1 Any contractor-produced content produced in any format that could be placed on a website or online application or intended for electronic distribution, unless otherwise directed by the Government; or

4.12.4.2 Any contractor-produced content written, created, or produced for any communications materials intended for public or internal use; to include reports, documents, charts, posters, presentations (such as MS PowerPoint) or video material that could be placed on a government website or online application, a government-funded website or online application

4.12.5 Section 508 compliance for new documents and products. The contractor shall coordinate the development of all new electronic media unless otherwise directed by the Government to ensure it is Section 508 compliant, including all electronic documents (Word, PowerPoint, Excel, and PDFs), audio, video, and website and online applications.

4.12.6 Section 508 compliance for legacy documents and products. The contractor shall identify SAPRO legacy content that is not Section 508 compliant; propose a timeline to make all designated legacy content Section 508 compliance.

4.12.7 Make certain all Electronic and Information Technology, as defined at FAR 2.101, supplied under this contract, conform to the Architectural and Transportation Barriers Compliance Board Electronic and Information Technology Accessibility Standards (36 CFR §1194). The applicable standards are available at https://www.access-board.gov/ict/. The following standards have been determined to be applicable to this contract:

• E204, “Functional Performance Criteria”

• E205, “Electronic Content”

• E207, “Software”

• E208, “Support Documentation and Services” https://www.access-board.gov/ict/

4.13Project Plan: Deliver a project execution timeline that documents the activities required to complete each deliverable in the PWS with associated tasks and subtasks necessary to execute with assigned due dates pursuant to the Project Plan Template no later than 10 business days after Award. The Project Plan template will be provided by the Government.

4.14Attend Meetings:

4.14.1 Management Meetings. Participate in Management Meetings every week throughout the contract period of performance to discuss progress against the PWS in a format approved by the Government. Ensure that a meeting agenda is provided NLT COB the day before the meeting and any relevant read-ahead documents are provided to the government NLT 48 hours prior to the meeting.

4.14.2 Communications Strategy Meetings. Participate in initial communications strategy meeting with the Government and participate in bi-weekly meetings regarding the progress of contractor communications efforts to the public sector and civilian sexual assault service providers.

4.15Provide Transition of Contract Services. Provide a plan for transition of contract services to ensure minimum disruption to vital Government business to the Government within 60 days of contract expiration. This plan shall address how the Contractor will work with the successor contractor and Government personnel to ensure that there will be no service degradation during and after the 30-day transition period.

5. DELIVERABLES

The Contractor shall provide deliverable(s) in a format mutually agreed upon by the Government and the Contractor. All deliverables will be reviewed for timeliness, accuracy, and format. If a deliverable due date falls on a weekend or holiday, the Contractor shall submit the deliverable on the last workday prior to the due date. In fulfillment of this effort, the Contractor shall provide the following deliverables to the COR.

Deliverable PWS Para.

Delivery Date

Emergency Operations Plan 4.1.1 No later than (NLT) 45 days after contract start

Acquire and maintain OCONUS redundancy services and submit redundancy plan

4.1.2 NLT 60 days after contract start

Usage data for self-paced educational courses 4.2.6 Monthly: NLT the 10th of the month;

Annually; NLT the 15th of January Within 15 days as requested by the government.

Microsoft Word copies of all web content 4.2.1.1.2.1 Bi-annually; first deliverable NLT 15 days after contract award and within 15 days of making any changes

Delivery Date

Data verification of Responder Database 4.2.1.1.5.1 Semi- annually; NLT the 15th of October and 15th of April

Military Feedback Form Web Page 4.2.1.1.6 No later than (NLT) 30 days after contract start

Outreach Materials Web Page 4.2.1.1.7 No later than (NLT) 30 days after contract start

Quality Control Assessment Results of military and TSM Dashboard

4.4.3 Annually; NLT the 15th of January and

immediately upon update.

Training curriculum and staff training evaluation results

4.7.1.1.1;

4.7.1.5.1

Annually; NLT 15th January

Privacy and Mandatory Reporting 4.8.1.1.3

Monthly: in the Monthly Status Report -NLT the 10th day of the month and within 24 hours of discovery

Communications Plan 4.9.4 NLT 30 business days after award and annually by 30 June

Advertising Plan 4.9.5 Annually; NLT the 15th of July

Draft Articles to government for review and approval

4.9.6

Bi-Annually; NLT the 1st of July and 1st of November.

Final Articles placed on contractor's website and in an e-newsletter

4.9.6 Bi-Annually; NLT the 15th of August

and the 15th of December

Exhibit Display 4.9.10 Shipped within 14 business days of request and approval from the Government Program Manager

Outreach materials to SARCs, SAPR VAs and other Stakeholders

4.9.11

Shipped within 14 business days of request from SARCs and SAPR VAs through the outreach materials request process via email/telephone or available online for immediate download

Session Assessment Form 4.13.3.1 Annually, NLT Jan 15th

Monthly Report 4.13.4.1 Monthly: NLT the 10th of the month

Quarterly Report 4.13.4.2

Quarterly: NLT the 15th of March, the 15th of July, and the 15th of November

Annual Report 4.13.4.3 Annually: NLT 1st of February with an executive summary by 15th January.

Delivery Date

Project Plan 4.15 NLT 10 business days after Award

Meeting Agenda 4.16.1 NLT COB the day before the meeting

Read-ahead documents for meetings 4.16.1 NLT 48 hours prior to meeting

Transition of Contract Services 4.17 60 days prior to contract expiration

Contractor Manpower Reporting 7.0 Annually; NLT October 31st of each calendar year

Employees & Clearance Documentation 9.9 NLT 10 calendar days after contract award

Quality Control Plan 13.0 NLT 30 business days after award and start of each Option Year

Safe Helpline Web Domain Name and Address, and Data Collected

17.1 Within 24 hours of contract expiration

Copy of employee(s)’ training certificate 18.2 30 days after contract award and within 30 days after new hire

Appendix Documents 19.1 Annually, NLT 1st September

Section 508 Compliance 4.14 Within 5 days of award. Annually, NLT 1st January.

6. PERFORMANCE REQUIREMENT SUMMARY (PRS):

6.1 Purpose: The PRS lists performance objectives for the required services the Government will surveil. The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled "Inspection of Services" or "Inspection" or "Default".

6.2 Components. The PRS states the performance objective (required service), and threshold

(performance standard, accept and reject points (if applicable)) in either a qualitative or quantitative fashion for each critical success factor.

Performance Objective PWS

Paragraph Performance Criteria Threshold

Provide Quality Services to Safe Helpline users with a monthly average minimum customer comment score of 5 on user comment cards, telephone comments.

4.13.2 Performance is acceptable with a monthly

average score of 3 out of five or above on User Comment Cards, Telephone Comment Feature

Maintain a monthly Website Rating of 80% or above.

4.2.1.1.2 Performance is acceptable when a positive

Website Rating and educational program feedback is met 60% of the time.

Respond to text within 1 hour 100% of the time

4.8.1.2.2. Performance is acceptable when the texts are

answered within 1 hour 98% of the time and there are zero instances when texts are not answered within 2 hours.

Provide a minimum of 100 monthly downloads for the Safe Helpline Mobile App.

4.2.1.2 Performance is acceptable when 100 new

downloads for Safe Helpline Mobile App are completed per month.

Ensure staff are adequately trained and supervisors provide needed support to staff

4.6 – 4.7 Performance is acceptable when a score of 3 or above out of five on the Staff Training Evaluation User Comment Cards is met and a rating of "Met Expectations" for 6 of the 7 questions on the Supervisor Checklist for telephone sessions and online sessions

Develop and submit all required deliverables

As listed in 5.0

Performance is acceptable when: (a) 95% of deliverable requirements are met and received on time, (b) Deliverables are research-informed and based on best practices, as applicable, and

(c) Deliverables are free of grammar, spelling, and punctuation errors 95% of the time.

Pass Security reviews 4.2.4-4.2.6, 9.21.3,

9.23.3 and 9.28

Performance is acceptable when the anonymity of the Safe Helpline is assured as evidenced by passing Security reviews 100% of the time.

Ensure that information technology systems are operational and accessible twenty-four hours a day, seven days a week (24x7) with a Monthly Uptime Percentage of 100%.

13.1 Performance is acceptable with a Monthly

Uptime Percentage of at least 99%.

7. CONTRACTOR MANPOWER REPORTING:

7.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract via SCR which has replaced the legacy Enterprise Contractor Manpower Reporting Application (ECMRA).

SCR is in the System for Award Management (SAM) (https://sam.gov). Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, the reporting period for contractors in SAM is generally open from mid-October to mid-December for reporting against the prior government fiscal year, all data shall be reported no later than October 31 of each calendar year, unless a later date is otherwise authorized by the Department of Defense.

8. CONTRACTOR TRAVEL AND OTHER DIRECT COSTS (ODC)

8.1 The Government anticipates contractor travel outside the Washington D.C. metropolitan area includes four training locations with multiple events within the continental U.S., and two locations with multiple events OCONUS, and support during Sexual Assault Awareness Month as needed, but no more than five trainings within the continental U.S. Contractor costs for Government authorized travel are included in this contract. All travel shall be in accordance with FAR 31.205-46 and applicable travel regulations (Joint, Federal, or Standardized). All Contractor travel and ODC purchases will have to be pre-approved by the Contracting Officer prior to execution. Contractor payment claims shall include applicable documentation to support actual costs incurred (e.g., airfare, hotel/lodging receipts and ODC purchase receipts) No fee or G&A will be allowed, only actual costs will be reimbursed. Failure to provide appropriate documentation may result in a loss of reimbursement of travel expenses.

9. RECORDS MANAGEMENT

9.1 Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

9.2 In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

9.3 In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

9.4 Defense Human Resources Activity and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of Defense Human Resources Activity or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Contracting Officer’s Representative (COR). Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to the COR and the Defense Human Resources Activity Component Records Management Officer at dodhra.mc-alex.dhra-hq.mbx.records@mail.mil so DHRA may report promptly to NARA in accordance with 36 CFR 1230.

9.5 The Contractor shall immediately notify the COR upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment.

Disclosure of non-public information is limited to authorized personnel with a need-to-know in accordance with all applicable privacy, security, and information protection policies. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected.

The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the COR. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to DHRA control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the COR. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (7.4).

9.6 The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and Defense Human Resources Activity guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.

9.7 The Contractor shall only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with Defense Human Resources Activity policy.

9.8 The Contractor shall not create or maintain any records containing any non-public Defense Human Resources Activity information that are not specifically tied to or authorized by the contract.

9.9 The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

9.10 The Defense Human Resources Activity owns the rights to all data and records produced as part of this contract. The contractor shall not include any contractor markings on deliverables created under the contract. All deliverables under the contract are the property of the U.S. Government for which Defense Human Resources Activity shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. The contractor shall not use or disclose any data or deliverables under this contract for any purposes other than performing the contract, unless expressly approved by the Government.

10.1 Personnel Security. Overarching security requirements are unclassified. Contractor and subcontractor personnel require unclassified access to DoD network(s), Information Technology (IT) systems, and Government Furnished Equipment (GFE). Contractor and subcontractor personnel must obtain, DoD credentials, (also known as the Common Access Card (CAC)) for physical and logical access to federally controlled facilities and DoD Information Systems (IS) containing Personally Identifiable Information (PII) or Controlled Unclassified Information

(CUI).

10.1.1 The Contractor and Subcontractor personnel on this contract will be designated performing in noncritical-sensitive positions with unclassified access. Personnel assigned to this contract are required to obtain and maintain a Tier 3 background investigation (BI) and adjudication or suitability determination. This designation aligns with investigative requirements outlined by Defense Counterintelligence and Security Agency (DCSA) and is in accordance with the DoD Personnel Security Program, as defined in DoDI 5200.02, DoDM 5200.02. Specifically, Title 32, Code of Federal Regulations Part 156 applies to unclassified contracts, and Part 117 applies to contracts covered by the National Industrial Security Program (NISP).

10.1.2 No employee may perform under this contract or have access to DoD information or systems under this contract until they have completed a Tier 3 or higher Tier background investigation (BI) that meets the requirement or be in the process of a Personnel Security Investigation (PSI) with a minimum of interim eligibility approval.

10.2 Security Clearances. N/A

10.3 Staffing. Contractor personnel requiring access to DHRA-sponsored resources (e.g., DHRA-sponsored credentials, DoD networks, DoD IT systems, DoD Information Systems (IS), CUI/PII data, or federally controlled facilities) must be citizens of the United States.

This citizenship requirement also applies to personnel assigned to or working on the contract at any remote site.

10.4 Onboarding. All Contractor personnel working on behalf of DHRA contracts, regardless of their access level, must be processed using the DHRA onboarding system (EAFi or DoD Service Center). They must also provide a completed Defense Logistics Agency Headquarters (DLAH) Form 1728, Request for HQC Contractor Badge and/or Information Technology (IT) Access, using a secure method (e.g., encrypted email or DoD SAFE). The DHRA Security and DLA Personnel Security (PERSEC) offices will then validate that the contractor meets DoD background investigation requirements.

10.5 Listing of employees & Clearance Documentation. The Contractor shall maintain a current listing of employees. Within 10 calendar days of contract award, the Contractor shall provide the COR with a list of all personnel assigned to the contract or task order.

The personnel list must include the following information: contract number, contract expiration date, employee information (full legal names), DHRA center/office, location of performance, clearance level needed (e.g., Top Secret, Secret, Confidential or None [for unclassified access]), and IT access needed (e.g., privilege, authorize or other). The Contractor shall provide the COR and DHRA Security with an updated list whenever personnel status or information changes.

10.6 Access to Sensitive Information. To the extent that the work under this contract requires the Contractor to have access to DoD sensitive information, the Contractor shall, upon receipt, treat such information as sensitive and safeguard it from unauthorized use and disclosure. The Contractor shall not appropriate such information for its own use or disclose such information to third parties unless specifically authorized by the Government in writing.

10.6.1 The Contractor shall only allow access to sensitive information to those employees who need it to perform services under this contract and who have acknowledged that it shall be used solely for that purpose. The Contractor shall prevent its employees from discussing, divulging, or disclosing any sensitive information to any person or entity except those within the Contractor’s organization directly performing the contract.

10.7 Operations Security (OPSEC) Requirements. The Contractor is not required to develop an OPSEC Plan. However, the Contractor shall comply with DoD Directive 5205.02E and the requiring activity's OPSEC program. Contractor employees must complete Level I OPSEC Awareness training. New employees must be trained within 30 calendar days of their reporting for duty and annually thereafter. The Contractor shall maintain all OPSEC training records and shall provide copies to the COR upon request.

10.8 Information Technology (IT) Investigation Requirements. The contractor/subcontractor personnel supporting this contract will require Privilege (High) access to DHRA IT & Information.

10.8.1 Contractor personnel, who perform work on sensitive networks, IT systems or applications, must possess and maintain the appropriate background investigation (BI) and adjudication determination.