ECC Dispatcher Performance Work Statement.docx

Performance Work Statement

NIH EMERGENCY COMMUNICATIONS (DISPATCH) SERVICES

1. BACKGROUND AND GENERAL INFORMATION

1.1. Purpose and Objective

This is a Performance Work Statement (PWS) for the National Institutes of Health (NIH), Division of Emergency Management (DEM), Emergency Communications Center (ECC), to provide emergency communications services throughout NIH’s area of operations. The required services include monitoring alarm activities; monitoring video surveillance systems (VSS); receiving emergency and non-emergency calls for service; and dispatching police, fire, medical, and collateral resources to respond to calls for service. The purpose of services is to maintain a secure environment in which citizens and government employees can conduct business with confidence.

1.2. Scope of Work

The Contractor shall provide and maintain all management, supervision, manpower, training, certificates, licenses, insurance, pre-employment screenings, reports, files, and any other resources necessary to accomplish emergency communications services as described and required within this PWS and any revisions to PWS as specified in bilateral contract modifications.

1.3. Definitions

The following definitions apply to common terms referenced in this Performance Work Statement (PWS). These definitions are provided as a means for both the Contractor and the Government to communicate effectively during the performance of the required tasks.

The following personnel may be required as specified by Task/CLIN:

· Dispatcher: The definition of the Dispatcher labor category is equivalent to the Service Contract Act Directory of Occupations, number 27004, Alarm Monitor.

1.4. Place of Performance

The primary place of performance where ongoing emergency communications services will be required will be at the following NIH site:

· NIH Bethesda Campus, 9000 Rockville Pike, Bethesda, Maryland 20892.

1.5. Federal Management Regulations and Other Applicable Documents Government regulations and Federal and Departmental policies contain basic procedures for operation, maintenance, and protection of property. The Contractor shall abide by the regulations and procedures outlined within this contract.

The CO will notify the Contractor of new or revised regulations, directives, and/or requirements, when applicable, through the COR.

The COR will furnish emergency dispatch protocols and an ECC Operations Manual, training and exercise materials, operational memorandums, directives, and other supplemental information. These materials shall remain on Government property.

The ECC Operations Manual, training and exercise materials, operational memorandums, directives, or other supplemental information shall be identified and marked as For Official Use Only (FOUO)/Controlled Unclassified Information (CUI) information. The Contractor and contract personnel shall safeguard this type of information appropriately. The Contractor and contract personnel shall not reproduce, in any manner, any content of the ECC Operations Manual, training and exercise materials, operational memorandums, directives, or other supplemental information unless specifically authorized in writing by the COR.

The Contractor shall furnish and maintain Contractor-related information, policies, and directives separately from the Government provided resources and information.

2. TRANSITION/STARTUP

2.1. Start-Up and Phase-In

A smooth and orderly start-up is necessary to assure minimum disruption to vital Contractor-provided services and Government activities. The Government will consider no more than 45 days for start-up, from contract award date to performance start date.

2.2. Phase-Out of Contract and Continuity of Services

The Contractor shall provide a list of current contract personnel with suitability and certification expiration dates and personnel seniority list, when requested by the COR.

The Contractor shall provide personnel records, including but not limited to, training, certification, suitability, and performance management records to the Agency, at least 45 days prior to expiration of current contract.

Contractor noncompliance of Section 2.2 may negatively impact exit performance evaluation and NIH may withhold final payment until resolved.

2.3. Conferences and Meetings

The Contractor will be required to attend a Government-scheduled post award meeting after contract award, but prior to start of performance. This meeting will encompass an in-depth review of contract requirements and the Contractor’s Transition Plan.

During performance of the contract, the COR and the Contractor will meet, at a minimum, monthly to discuss and resolve relevant contract issues. The Contractor is responsible for scheduling these meetings. Meetings may be conducted via teleconference software or in person.

The Contractor shall prepare written minutes for all meetings and provide them to the COR within seven calendar days after a meeting date.

Should the Government not concur with the minutes as prepared, the Government will identify areas for clarification and/or disagreement within seven calendar days after receipt of minutes.

3. PLANS

3.1. General

Each plan submitted in accordance with Section 3, is subject to Government review, approval, and acceptance. The Government reserves the right to request revision(s) to submitted plan(s) if they do not adequately address and/or are not effective in meeting minimum contract requirements.

3.2. Transition / Start-up Plan

The Contractor shall provide a Transition Plan to the CO and the COR within seven calendar days after contract award, and weekly status reports detailing the transition. At a minimum, the plan shall address:

3.2.1. Staffing

· Staffing Levels.

· Process for onboarding new hires and replacement staff.

· Recruitment of new personnel.

· Strategy for providing post coverage during breaks and leave.

· Strategy for providing supervision of contract personnel.

· Key Personnel to include resumes.

· Organizational chart.

3.2.2. Communication with Contract Personnel

· Methods.

· Protocols.

· Equipment.

3.2.3. Provide a Detailed Calendar for:

· Daily and weekly transition events throughout transition period.

3.2.4. Status Reports on:

· Applications.

· Staffing.

· Certifications and licenses.

· Personnel clearances.

· Transition events.

3.3. Training Plan

The Contractor shall be responsible for providing the COR a Training Plan within 15 calendar days after contract award.

The Training Plan shall include:

· Proposed training and certification schedules.

· Strategy for meeting training requirements, to include any assumptions made by the Contractor for timely scheduling of Government-provided training.

3.4. Quality Control Plan

The Contractor shall provide the COR with a detailed Quality Control Plan within 15 calendar days after contract award.

The Contractor’s Quality Control Plan shall address:

· Type, level, and frequency of Contractor’s quality control actions.

· Inspection checklists.

· Reward and incentive programs.

· Discipline procedures.

· Deficiencies reported to COR.

· Reports.

3.5. Contingency and Continuity of Operations (Continuity) Plan The Contractor shall provide the COR with a detailed Continuity Plan within 15 calendar days after contract award. The Continuity Plan shall identify provisions made for acquisition of personnel, resources, and/or supplies, if necessary, for continuity of Government-contracted operations, until resumption of normal operations.

The Continuity Plan must, at a minimum, address and identify:

· Identifying and tracking emergencies.

· Tracking impact of emergencies on workforce.

· Compliance with applicable OSHA regulations.

· Realignment and augmentation of resources to ensure meeting of contractual requirements to include:

· Challenges associated with maintaining services during an extended emergency event, such as a pandemic that may occur in repetitious waves.

· Any time lapse associated with initiation of acquisition of necessary personnel, resources, and/or supplies and their actual availability on site.

· Prioritization and deployment of a limited or dwindling workforce.

· Educating and protecting of workforce to minimize operational impacts.

· Acquisition, storage, and distribution of personal protective equipment.

· Communication with workforce and the Government, to include:

· Any established alert and notification procedures for mobilizing identified “critical Contractor service personnel.”

· Approach for communicating expectations to personnel regarding their roles and responsibilities during an emergency.

· Any associated changes needed to the Contractor’s information technology infrastructure to support contract in an emergency.

4. QUALIFICATIONS OF PERSONNEL

4.1. General Qualifications

To be eligible to perform under this contract, personnel must meet following requirements:

· Be a citizen of the United States of America, (either by birth or naturalization); or be a Lawful Permanent Resident United States.

· Have been issued an approved Social Security Card by the Social Security Administration.

· Received, at a minimum, either a high school diploma or General Equivalency Diploma from an accredited institution recognized by U.S. Department of Education.

· Must fluently speak, read, comprehend, and compose coherent written reports in English.

· Must obtain and maintain a minimum of Tier 2- Non-critical Sensitive/Secret eligible clearance.

4.2. Medical and Physical Qualifications

The contractor shall ensure Dispatchers performing under this contract are able to meet the following conditions:

· Frequent and prolonged sitting, up to 12 hours per day, during daytime or nighttime.

· Ability to communicate with the general public, first responders, and senior staff, in a clear and calm manner, even in stressful situations (e.g., confrontations with angry, distraught, or disturbed callers).

· Ability to read and utilize policies and checklists and respond to both routine and emergency calls for service.

· Check radio equipment for proper operation.

· Monitor security and fire alarms and closed-circuit television to detect security risks or threats.

· Dispatch fire, medical, police, or collateral resources in response to calls for service, alarms, or emergencies.

The Contractor is responsible for ensuring Contractor personnel are able to perform the essential functions described in this PWS without any reasonable accommodation. If Contractor personnel allege a disability and require reasonable accommodation to perform essential job functions, it is sole responsibility of the Contractor to discuss reasonable accommodations with contractor personnel and to decide what accommodation, if any, to provide at its own expense.

The Contractor, not the Government, is responsible for complying with the provisions of the Americans with Disabilities Act of 1990 (42 USC 12101-12213), Rehabilitation Act of 1973 (29 USC 790-794), and applicable OSHA Occupational Safety and Health Standards (29 CFR 1910).

4.3. Dispatcher Qualifications

The Contractor shall provide personnel with experience in Dispatch Center operations. Experience must be verifiable and demonstrate responding to emergency and administrative telephones, general knowledge of access control systems, fire and security alarm systems, VSS, and 2-way radio base station operations.

Dispatchers performing these duties must have strong written and oral communication skills in English and be able to operate under stressful conditions. Dispatchers must be able to type 40 words per minute or faster.

Dispatchers shall have the ability to follow operating procedures and quick response checklists and must have a working knowledge of personal computer systems and be proficient in the use of Microsoft Word.

5. TRAINING, CERTIFICATION, AND LICENSURE

5.1. Training Requirements

5.1.1. Telecommunicator Protocols

To be eligible to perform as a Dispatcher under this contract, contract personnel shall meet the following training and certification requirements:

· Have and/or successfully complete the following certifications (and maintain these certifications throughout their tenure) under the conditions set forth below:

· Priority Dispatch Emergency Telecommunicator Certification prior to starting work on this contract.

· Priority Dispatch Emergency Medical Dispatcher Certification within two months of employment on this contract.

· Must complete CPR training from the American Red Cross (ARC) or the American Heart Association (AHA) to obtain Emergency Medical Dispatcher Certification. CPR training and certification must include a Basic Life Support Full Course, conducted by certified instructors, in accordance with ARC or AHA guidelines.

· Priority Dispatch Emergency Police Dispatcher Certification within four months of employment on this contract.

· Priority Dispatch Emergency Fire Dispatcher Certification within six months of employment on this contract.

Any incumbent or new hire Dispatcher that fails to obtain and maintain the required certification(s) and licensure within the established timelines will not be permitted to staff the Dispatcher position(s) on the contract effective immediately.

The COR has the discretion to accept or deny proposed exemptions for previous training and/or certifications obtained under another contract. Previous training and certification documentation and/or credentials must be valid and meet the requirements of this contract to be considered.

The Contractor may proceed with Contractor-provided training at their own risk while awaiting results of suitability adjudication process and may schedule required Government-provided training, testing, and qualification during the waiting period. The Contractor is responsible for all related costs incurred by Dispatchers while attending contract-mandated training, test, or examination, to include expenses for transportation, lodging, and meals (if applicable).

Dispatchers who are required to attend training and/or testing to maintain current certification, shall receive compensation in accordance with applicable Service Contract Act (SCA), DOL prevailing wage determination, or collective bargaining agreement. For pay purposes, the Government does not consider time spent by certified Dispatchers in training and testing as equivalent to time spent on duty, and therefore shall not be billable hours. The Contractor shall apply payment requirements of Fair Labor Standards Act (FLSA) for pre-certification training provided by the Contractor.

5.1.2. National Crime Information Center and Maryland Electronic Telecommunications Enforcement Resource System Training All Dispatchers shall be required to successfully complete the National Crime Information Center (NCIC) and Maryland Electronic Telecommunications Enforcement Resource System (METERS) training and certification. Dispatchers shall complete the NCIC and METERS certification program within 90 days of being granted access to training materials. The Contractor is responsible to ensure that training and certification are renewed every 2 years or as outlined by provisions established by the Department of Justice and Maryland State Police.

5.1.3. Government-Provided Training

Contractor personnel shall complete Government orientation and mandatory training prior to standing post. The Government will also provide on-the-job training covering NIH-specific policies and procedures and the operation of ECC systems and equipment.

The Contractor shall schedule and coordinate Government-provided training with the COR. The Government will only schedule this training after contract award. The Contractor shall ensure personnel attend scheduled training sessions. An absence includes any person properly scheduled for training/testing and who fails to report to appointed place, at proper time, and date. An absence may be excused or unexcused. Government trainers shall compile a list of Dispatchers who have an unexcused absence for each day of training and will forward this list to the COR.

5.1.4. Contractor-Provided Training

The Contractor is responsible for providing any training required by state or local jurisdictions pertaining to Dispatcher duties and functions required in this contract.

5.1.5. Unanticipated Training

The Government reserves right to order additional, unanticipated, “special training” under this contract which may be Government or Contractor provided. If special training is required, the Government will immediately notify the Contractor and identify the training required and time in which the Contractor must have the training completed. The Contractor may bill for unanticipated “special training” under the Surge Support Contract Line Item, to be reimbursed on a Labor Hour basis, provided sufficient funding exists at the task order level to do so.

5.2. Training Schedule

The Contractor is responsible for scheduling and coordinating all training and examination of contractor personnel. All scheduled and forecasted training shall be included in the monthly report submitted to the COR.

5.3. Training Certifications

The Contractor is responsible for all contractor personnel certifications and re-certifications. The Contractor shall maintain copies (paper or electronic) of required training and/or certifications in its personnel files and will provide copies to the COR upon request.

The status of all required training, certifications, and licensure for each contractor personnel and any training deficiencies identified shall be included in the monthly report submitted to the COR.

Licensing Fees The Contractor must pay all costs and fees associated with applying for, receiving, and maintaining licenses throughout the contract, including payment of all costs and fees for contractor personnel who are required by federal, state, or local regulating agencies to individually apply for licenses.

Where federal, state, or local regulating agencies require contract personnel to individually apply and pay for licenses, the Contractor shall reimburse contract personnel for all costs and fees associated with obtaining required licenses.

6. PERSONNEL FILES

The Contractor shall maintain personnel files for personnel who work under this contract. These files shall be made available to the Government immediately upon request. The Contractor must maintain legible electronic/scanned files containing training, certification, and licensing information required in the PWS. The Contractor shall maintain files for a minimum of five years after contract closeout, upon receipt of official contract closeout modification.

The Contractor shall also maintain a file containing copies of complaints, investigations, and disciplinary actions for all infractions committed under contract.

The CO, COR, or designee shall have express authority to review contract personnel files and/or request documentation which clearly identifies overall status of contract personnel, at any time during contract period.

7. WAIVERS AND DEFERMENTS

The COR may temporarily defer proposed timelines for required training, testing, certification, or licensure cited in this contract, when circumstances, such as emergencies or significant, unanticipated increases in required services occur.

Dispatchers shall not work under a temporary deferment without written consent from the COR. The Contractor shall request such deferments in writing to the COR and cite specific reasons for temporary deferment.

The Contractor shall provide a detailed plan of action, including timelines, to achieve full compliance with contract requirements in writing to the COR. If the COR grants a temporary deferment, the Contractor shall abide by proposed timeline. Upon expiration of temporary deferment and if training/testing requirements have not been met, the Dispatcher will be removed from working on contract.

The Government may be entitled to consideration, monetary or otherwise for granted deferments.

The Government will not grant any waivers or deferments of adjudications and clearance requirements or issue any permanent waivers to any requirements.

8. REQUIRED SERVICES

8.1. Dispatch Center

Dispatchers assigned to the ECC shall monitor alarm activities, monitor video surveillance systems (VSS), receive emergency and non-emergency calls for service, and dispatch police, fire, medical, and collateral resources to respond to calls for service. Dispatcher(s) must know how to handle various calls for service and how to interact with first responders. Dispatchers must be familiar with the requirements for initiating work requests on issues reported to them (e.g., broken window, door won’t properly secure, etc.). Dispatchers shall monitor the access control systems, fire alarm system, VSS, and alarm systems and report discrepancies for corrective action, as needed. Dispatchers shall make notifications to key members of the ECC, DEM, and NIH as identified or directed in Standard Operating Procedures.

In situations where decisions need to be made that aren’t already described in existing documents (e.g., this PWS, Standard Operating Procedures, etc.), such as emergency or unanticipated situations, the Dispatcher shall defer to the judgement of the most senior Government employee on duty and shall keep him/her abreast of all situations and seek guidance, as needed.

Dispatchers shall be neat in appearance and be attired in business casual clothing.

8.2. Service Coverage

8.2.1. Service Hours

The Contractor shall provide service 7 days a week, 365 days a year, to include the extra day for leap years, weekends, and Government holidays.

8.2.2. Schedule

The Contractor shall be responsible for scheduling work and notifying personnel of work schedules, in a manner consistent with effective contract management. The Contractor shall furnish a copy of most current schedule to the COR every two weeks. The schedule shall be aligned with NIH’s biweekly pay period schedule and shall be provided to the COR at least one week prior to the start of the pay period, which will allow the COR sufficient time to review and make comments.

Proposed changes to the schedule are expected to be minimal and shall be submitted to the COR at least 72 hours in advance. The COR must be contacted immediately for all changes regarding key personnel to the current work schedule.

8.2.3. Essential Coverage

Contractor personnel, excluding administrative staff and trainers, are considered essential. Contractor personnel may be required to report for duty 365 days a year including periods of inclement/severe weather or other adverse working conditions, even in situations in which NIH has been temporarily closed (e.g., furlough) unless directed otherwise by the COR. The Contractor shall organize the workforce in a way that critical functions are performed even when unforeseen absences of personnel occur. Whenever inclement weather or unusual facility closure is anticipated, the Contractor shall discuss the essential coverage requirements with the COR and the contractor personnel.

Overtime for contractor personnel working beyond 40 hours a week shall only be billed to the government if the government requested the additional support. Overtime due to contract short staffing will be billed at the regular rate not the overtime rate.

Unanticipated emergency overtime may be required and will be billed and reimbursed on actual overtime hours worked. All such overtime will be approved by the COR. The Contractor shall maintain a current emergency telephone roster to mobilize personnel as required for emergency situations.

The Contractor shall be required to maintain staffing levels on each task order at satisfactory levels to effectively carry out day-to-day operations. Levels below satisfactory will impact the ability to support daily operations and may impact the safety of NIH personnel. Any impact to daily operations due to staffing will be evaluated as unsatisfactory.

8.2.4. Staffing Levels

The Contractor shall provide personnel to provide 24/7/365 coverage for one position. The vendor shall propose a staffing plan and shift schedule that meets this requirement.

The Government reserves the right to request an increase or reduction in the level of contract personnel assigned to individual task orders if operational requirements or other conditions change or the level of effort appears to be inappropriate. The COR shall provide 30 calendar days’ notice of the need for changes. A bilateral task order modification shall be executed for any increase or decrease in the requirements of a specific task order.

8.3. Contract Effort Required

The Government reserves the right to adjust the level of services required to reflect budgetary considerations via bilateral modification to individual task orders. This also includes conditions, emergency requirements, changing facility configuration, and mission.

The hourly rate for emergency Dispatcher services shall be inclusive of all costs at locations specified by the Government when ordered.

In the case of an emergency condition requiring immediate attention, the Contractor shall take action at the direction of the COR to summon appropriate personnel as the situation demands.

9. ALARM MONITORING FOR THE SECURITY CONTROL CENTER (SCC) AT ROCKY MOUNTAIN LABORATORIES (RML) IN HAMILTON, MT

The National Institutes of Health (NIH), Division of Emergency Management (DEM), Emergency Communications Center (ECC) at the Rocky Mountain Laboratories (RML) in Hamilton, MT, requires Alarm Monitors for the Security Control Center (SCC) throughout NIH’s area of operations at RML. The required services include monitoring alarm activities, monitoring video surveillance systems (VSS), and dispatching appropriate resources to respond to alarms and suspicious activity observed on the VSS. The purpose of these services is to maintain a secure environment in which citizens and government employees can conduct business with confidence.

The Contractor shall provide qualified Alarm Monitors to support Security Control Center (SCC) operations 24 hours per day, 7 days per week, 365 days per year. Staffing shall consist of three (3) Alarm Monitors during daytime hours and two (2) Alarm Monitors during nighttime hours, ensuring continuous coverage at all times.

Alarm Monitors shall continuously monitor access control systems, fire and intrusion alarm systems, and video surveillance systems (VSS); assess alarms and suspicious activity; and dispatch appropriate response personnel in accordance with established Standard Operating Procedures. Alarm Monitors shall initiate required notifications, document incidents, and report system discrepancies for corrective action. In situations not addressed by established procedures, personnel shall defer to the senior Government official on duty and keep Government personnel informed of significant events.

10. WATCH OFFICER

The Contractor shall provide one (1) qualified Watch Officer to support NIH watch operations in a 24 hours per day, 7 days per week, 365 days per year watch environment, as scheduled by the Government. The Watch Officer shall perform all duties in accordance with NIH policies, standard operating procedures, and applicable federal emergency management doctrine.

The Watch Officer shall be capable of operating independently in a time-sensitive watch center environment; exercising sound judgment; accurately handling sensitive information; and working rotating shifts, including nights, weekends, holidays, and extended hours during emergencies, as directed. The Contractor shall ensure continuity of service for the Watch Officer position in accordance with contract requirements.

10.1. Specific Tasks

10.1.1. Situational Awareness and Monitoring

The Watch Officer shall monitor multiple information sources to maintain situational awareness of incidents, hazards, and events that may affect NIH personnel, facilities, research operations, or mission activities. The Watch Officer shall identify, verify, and assess information and provide timely updates as conditions evolve.

10.1.2. Incident Tracking and Reporting

The Watch Officer shall track incidents and events from initial notification through resolution and document all actions in accordance with NIH procedures. The Watch Officer shall maintain accurate watch logs and prepare written products, including summaries and situation reports, suitable for operational and leadership use.

10.1.3. Alerts and Notifications

The Watch Officer shall prepare and disseminate alerts and notifications in accordance with established notification and escalation procedures. Notifications shall be timely, accurate, and appropriate to the severity and potential impact of the incident or event, with follow-up updates provided as necessary.

10.1.4. Coordination and Support

The Watch Officer shall coordinate, as directed, with NIH offices and external partners to support information sharing and situational awareness. The Watch Officer shall support emergency management, continuity, special events, and incident response activities, including post-incident reporting, as requested by the Government.

11. CONDUCT OF CONTRACTOR PERSONNEL

The Contractor shall be responsible for maintaining satisfactory standards of personnel competency, conduct, appearance, and integrity, and imposing disciplinary action, when necessary, up to and including removal at its own discretion or by direction of the COR.

The Government reserves the right and prerogative to deny and/or restrict facility and information access or to direct removal from contract of any contract personnel whom:

· The Government determines presents a risk of compromising sensitive Government information to which they would have access to under this contract.

· Engages in serious misconduct, to include, but not limited to dishonest and untrustworthy behavior.

· Solicits or receives gifts based upon position.

· Engages in personal use of Government property.

· Uses Government property or non-public information for private gain.

· Engages in political or private fundraising while on duty.

· Promotes or endorses a political candidate or agenda while on duty.

The Government shall not be responsible for any additional costs borne by the Contractor in connection with personnel removed from the contract.

11.1. Government Directed Removal of Contractor Personnel

The COR may direct the Contractor, to remove contractor personnel under the following circumstances:

· Not maintaining satisfactory performance in accordance with contract.

· Found unfit for performing duties during tour of duty.

· Misuse, willful damage, or willful destruction of Government property.

· Violation of safety and security rules.

· Disqualification for employment/performance suitability or other security reasons.

· Arrest or Failure to make Notification of Arrest.

The COR will provide written, specific reasons for removal of contractor personnel. The Contractor may dispute a directed removal in writing, within seven days of notification. The COR will make a final determination and provide a written response to the Contractor.

11.2. Contract Personnel Reinstatements

When the Government takes action that may impact suitability or work fitness status of a contract personnel, the Contractor may appeal the decision to via submission of appeal to the COR. The Contractor will receive a written appeal decision with a brief explanation of the decision to uphold or reverse the COR’s decision. While an appeal is under consideration, the contract personnel shall not work under this Contract.

12. COMPLIANCE

The Contractor is responsible for compliance with workplace regulations, including, but not limited to OSHA regulations.

The Contractor shall, at all times, meet any applicable state and/or local requirements, except where precluded by local law or ordinance, prior to commencement of work under this contract, to include:

· Business and corporate licenses.

· Official bond(s) and insurance, and payment of any fees or costs involved or related to authorization for 911 call taking and dispatch operations.

13. GOVERNMENT FURNISHED PROPERTY

The Contractor shall use and/or operate Government-provided property in a responsible manner. The Contractor is solely responsible for care and accountability of Government-provided property in accordance with terms and conditions of this Contract.

The Contractor shall return all Government-provided property to the COR, to include identification, equipment, or access materials when property is no longer necessary for contract performance, expired, possessed by contract personnel who have been terminated or resigned, or at the direction of the COR within five calendar days of any event listed above.

The Contractor shall use Government property for official Government business only, in performance of this contract. The Contractor and contract personnel shall not use Government property in any manner for any personal advantage, business gain, or other personal endeavor.

The Contractor shall reimburse the Government for expenses associated with misuse or abuse of Government furnished property or equipment by contract personnel.

13.1. Accountability of Government Property

Property furnished by the Government under this contract shall remain Government property. Upon termination or conclusion of contract, the Contractor shall render an accounting of such property that has come into their possession during the contract period.

These physical resources may possibly be shared with Government employees and/or contract personnel from other tasks. The Government expects all personnel to work as a team and demonstrate a cooperative attitude that supports meeting the mission of the NIH. All positions must strive to ensure that timely, clear, and concise communication is maintained at all times between the Contractor and Government personnel.

If any Government-issued identification, equipment, or access materials are not available for return, the Contractor must submit a report to the COR, referencing any control number, name of individual to whom issued, last known location, and disposition of item.

The Government will repair or replace any Government-provided property that incurs damage or loss from improper use or negligence by contract personnel. The Government will deduct cost of such repairs or replacement from the Contractor’s invoice. The Contractor shall remunerate the Government for expenses associated with misuse Government furnished office equipment by contract personnel.

Unless otherwise specified, the Government is responsible for repair and maintenance of Government-provided property.

The Contractor is responsible for timely reporting to the COR of any property deficiencies or losses. The Contractor shall identify loss or damage to Government-provided property to the COR as soon as possible, but no later than 24 hours after discovery by the Contractor.

An up-to-date inventory of Government-provided property shall be included in the monthly report submitted to the COR.

13.2. Safeguarding Government Property

The Contractor shall take reasonable precautions to safeguard and protect Government property, as directed by the Government, or in the absence of such direction, in accordance with sound industrial practices.

Work under this contract may require contract personnel to have access to confidential, proprietary, sensitive, personal, business, technical, or financial information (property) belonging to the Government, or other private parties performing or seeking to perform work for the Government.

No contract personnel shall have authorization to read, photocopy, remove, or otherwise appropriate such information for personal use or disclose such information to third parties unless specifically authorized in writing by the COR. Violations of this policy may result in contractual actions up to and including Termination for Default, as applicable, and/or removal of contract personnel.

The Government may pursue any available contractual or legal remedies for the unauthorized use of information and/or property to include prosecution under the law.

14. QUALITY CONTROL, QUALITY ASSURANCE, AND PERFORMANCE EVALUATIONS

14.1. Quality Control

Dispatchers must meet quality assurance (QA) standards for the ECC established in policy by the Government. QA evaluations will be provided to the Contractor detailing any deficiencies identified.

The Contractor shall provide a Quality Assurance Surveillance Plan (QASP) within 15 calendar days after contract award delineating the methods by which they will monitor the following:

· Quality of services provided and actions taken or planned to address any deficiencies identified as part of the Government’s QA program.

· Maintaining staffing levels.

· Ensuring training and certifications are completed and maintained in a timely manner.

· Timely provision of deliverables.

Results of Quality Control Inspections shall be included in the monthly report submitted to the COR.

The Contractor shall brief the COR within 24 hours of any deficiencies noted during an inspection and actions taken or planned to correct a deficiency.

The Contractor shall brief the COR within 12 hours of discovery of any adverse information.

14.2. Quality Assurance

The Government will use methods deemed necessary to ensure the Contractor and contract personnel are following the terms of contract. These methods may include, but are not limited to, the following:

· Audits of records.

· Audits of security and administrative procedures.

· Surveys of employees regarding performance, to include, but not limited to, professionalism, courtesy, and knowledge of their assigned duties.

· Reviews of calls for service as part of the Government’s Quality Assurance/Quality Improvement, incident review, and After-Action Report programs.

Training and qualifying sessions sponsored or provided by the Contractor shall be subject to observation by the COR or any NIH personnel without advanced notice. The purpose of such observation is to ensure the Contractor is providing quality training and meeting training requirements defined in this contract.

If the Government identifies a breach of assigned duties by contract personnel during oversight activities, the COR shall contact the Contractor to discuss findings and steps needed to correct an issue(s).

The Government may take appropriate contractual remedies where the Contractor does not render services in accordance with the terms and conditions of this contact.

14.3. Performance Evaluations

The results of the Government and the Contractor quality control findings and overall performance will be discussed at the monthly meetings with the COR.

The COR may request that the Contractor take additional steps to improve both overall performance and adherence to submitted plans (Transition, Training, Quality Control, QASP, and Continuity Plans).

The Contractor’s non-adherence to submitted plans may reflect negatively during annual performance evaluation and/or result in the Government taking other contractual remedies.

The Government will formally evaluate, in writing, the Contractor’s performance at least once per year. When possible, the Government will provide the Contractor an opportunity to correct minor deficiencies, prior to completing performance evaluation.

The Contractor shall have an opportunity to respond, in writing, to performance evaluations. The Contractor response must be received within 30 days of receipt of performance evaluation.

If the Contractor does not respond in writing to a performance evaluation, the CO will presume the Contractor’s complete concurrence with performance evaluation findings.

The Government will use performance evaluations as a factor to determine whether to exercise any available option period and/or as a factor to determine whether to award any future contract(s).

15. DELIVERABLES:

All deliverables are due to the COR unless otherwise noted.

By the 10th day of each month, the Contractor shall provide a report detailing the following information per task order:

· Executive summary.

· Personnel.

· The total number of contractor personnel assigned to work on each task order by Labor Category.

· The total number of contractor personnel on-boarded (i.e., cleared through security, badged, and performing at least one shift) since the beginning of the task order by Labor Category.

· The number of contractor personnel who either were replaced by the Contractor, ceased performance under the task order, or left the Contractor’s employment during the performance of the task order.

· Training.

· Scheduled and forecasted training(s).

· Status of all required training, certifications, and licensure for each contractor personnel.

· Any training deficiencies identified and actions taken or planned to correct deficiencies.

· Property.

· Up-to-date inventory of Government-provided property.

· Quality control, quality assurance, and performance evaluations.

· Results of quality control inspections.

· Any deficiencies identified and actions taken or planned to correct deficiencies.

· An acknowledgement of non-performance/inadequate performance issues and remedial actions taken to prevent reoccurrence.

· Summary of any performance evaluations conducted in the last 30 days.

· Budget.

· Total labor hours expended by category (labor category, regular time, overtime, holidays)

· Total costs for each line item.

· Total estimated cost authorized, and total costs expended to date for each line Item.

· Challenges.

· Issues forecasted and steps taken or planned to address them.