Safe_Helpline_PWS_6.26.15.docx

Performance Work Statement (PWS)

1.0 INTRODUCTION

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

2.0 BACKGROUND

2.1 SAPRO serves as the single point of accountability and oversight for sexual assault policy, provides guidance to the DoD components, and facilitates the resolution of issues common to all Military Services and Joint Commands and is responsible for management of the DoD Safe Helpline and the DoD Sexual Assault Advocate Certification Program.

2.2 The Safe Helpline was launched in February 2011 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 sexual assault 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, 2014, and in the Secretary of Defense approved DoD-wide Strategy for Sexual Assault Prevention and Response re-issued in 2015.

2.3 The DoD Safe Helpline is the Department’s only anonymous, secure service providing support for adult Active Duty, National Guard, Reserve Component members, and deployed Civilian personnel and Contractors consistent with DoD Directive (DoDD) 6495.01 and DoD Instruction (DoDI) 6495.02, as well as Coast Guard members and Transitioning Service Members (TSM). The Helpline provides live, one-on-one, 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.

2.4 In FY 2014, the DoD estimated an underreporting rate of 75%. In order to increase reporting, the Department is building confidence in the reporting process by delivering consistent and effective victim support, response, and reporting options through various avenues, to include the DoD Safe Helpline, as directed, in 2015, by the Secretary of Defense in the DoD-wide Sexual Assault Prevention and Response Strategic Plan.

2.5 The Department was unable to demonstrate progress in the Report to the President of The United States on Sexual Assault Prevention and Response, dated 2014 regarding survivors experience with perceived retaliation associated with reporting sexual assault. In order to address this issue, in 2015 the Secretary of Defense directed the development of a Department-wide strategy to prevent and report retaliation, offering the development of additional options for reporting retaliation experienced by sexual assault victims.

2.6 Research tells us that sexual assault victims who have been assaulted once are more likely to be assaulted again. In order to decrease the likelihood for re-victimization of military members the Secretary of Defense directed that an educational program be developed that can be accessed anonymously to address prior victimization.

3.0 SCOPE

The contractor shall provide all personnel, management, materials and equipment necessary to support, maintain, assess, and promote the DoD Safe Helpline services addressing prevention and response. The objective is to provide Helpline support services to target specialized educational opportunities supporting prevention, facilitate victim care, restore resiliency, and increase reporting that are flexible and responsive to changing technology, Secretary of Defense Directives, legal guidance and DoD policy and Directives.

4.0 REQUIREMENTS The Contractor shall:

4.1 Provide Safe Helpline Service Support. Coordinate service support with the Government and obtain the Government’s approval prior to launching new and revised services and web content regarding requirements contained in this PWS, as outlined below.

4.2 Provide a Self-Guided Educational Program to Address Prior Victimization:

4.2.1 Develop a self-guided educational program that can be accessed anonymously on the Safe Helpline that helps restore resiliency of military members, including cadets and midshipmen, who have been victims of sexual assault that is grounded in research and best practices to address the special life circumstances of those with prior sexual assault victimization

4.2.2 Provide users with anonymous access for this program on the Safe Helpline website (safehelpline.org) and via the Safe Helpline mobile app.

4.3 Develop an Avenue for Reporting:

4.3.1 Collaborate with the Government to develop terms of service, policies, and protocol that include procedures to accept official reports of sexual assault from military members via the DoD Safe Helpline. Include:

4.3.1.1 A process for receiving, responding to, referring, and following-up on reports of sexual assault. All appropriate referral options must be included, e.g. referral of reports to a SARC and Law Enforcement.

4.3.1.2 A process for documenting and fulfilling Congressional reporting requirements.

4.3.1.3 Addressing safety and other legal issues associated with a report of sexual assault.

4.3.1.4 Verifying callers are eligible for DoD sexual assault reporting and services.

4.3.1.5 Procedures for utilizing and storing DD Form 2910.

4.3.1.6 A process for required government notifications of official reports

4.4 Enhance the Safe Helpline Website:

4.4.1 Provide online access to the anonymous self-guided educational program via safehelpline.org.

4.4.1.1 Update program content and site rating functionality bi-annually and as requested by the Government;

4.4.1.2 Provide an announcement for reporting retaliation on the safehelpline.org home page; provide a link to the DoDIG “for more information”; provide a link to the DoDIG “to make a report to the DoDIG”; and provide a link to the military feedback form as an additional option for reporting retaliation.

4.4.1.3 Provide a Microsoft Word copy of all web content which reflects the current version displayed online to the Contracting Officer Representative (COR).

4.4.1.4 Implement/Incorporate, and maintain DoD Safe Helpline privacy policies for the self-guided educational program and for reporting retaliation through the DoD Safe Helpline

4.4.1.5 Require visitors 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 prior to accessing the DoD Safe Helpline online capability for the anonymous, self-guided educational program.

4.4.1.6 The Terms of Service for the self-guided educational program capability shall be posted on the website where it shall be available for visitors to review prior to beginning service.

4.4.1.7 Develop website page rating functionality and Online User Comment Card for the self-guided educational program and for reporting retaliation.

4.4.1.8 Provide and maintain a description for reporting retaliation and links on the military feedback form to the DoD IG Whistleblower Reprisal Investigations Directorate and the Defense Hotline for visitors wanting to file professional and social retaliation complaints directly with DoD IG.

4.4.1.9 Provide and maintain a method to capture visitor complaints regarding the anonymous self-guided educational program addressing prior victimization and work with the Government to resolve all issues.

4.5 Provide Training Support and Execution:

4.5.1 Develop and maintain training curriculum for Safe Helpline staff on the following:

4.5.1.1 Anonymous, self-guided educational program.

4.5.1.2 Reporting retaliation to include definitions of retaliation terms and procedures for filing a report with the DoD IG, SAPRO, and the Military Services.

4.5.2 Review and update training curriculum on a semi-annually basis and as needed.

4.5.3 Incorporate self-guided educational program and reporting retaliation into current Safe Helpline training curriculum and deliver the training curriculum to the COR upon development, update semi-annually, and as needed.

4.5.4 Incorporate new training into current Safe Helpline training that is delivered to Safe Helpline staff upon hire and as refresher, as appropriate.

4.6 Conduct Annual security reviews of the self-guided educational program:

4.6.1 Add the results of this security review in existing Safe Helpline Annual Report.

4.6.2 Utilize DoD Safe Helpline’s Secure platform which does not collect or store IP addresses of users, protects the anonymity of visitors, and ensures no visitor can be linked to any particular piece of information.

4.7 Provide Communication Support:

4.7.1 Do not speak on the Government’s behalf regarding Safe Helpline self-guided educational program and reporting retaliation.

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

4.7.3 Incorporate guided educational program and reporting retaliation into Safe Helpline communications plan and products.

4.7.4 Develop and deliver Safe Helpline outreach materials for self-guided educational program addressing prior victimization and reporting retaliation, and distribute to Commanders, SARCs and SAPR VAs, and conduct outreach to Commanders, SARCs, VAs and other DoD stakeholders to encourage and assist them in promoting the self-guided educational program addressing prior victimization, and reporting retaliation information and options on bases and installations and through online and social media.

4.7.5 Update existing Safe Helpline ad plan to include self-guided educational program addressing prior victimization and reporting retaliation option.

4.7.6 Update existing Safe Helpline ads and add five new ads specifically related to reporting retaliation and the self-guided educational program addressing prior victimization.

4.7.7 Develop ten Safe Helpline conference displays using approved display messaging and provide support staff for ten presentations.

4.7.7.1 Deliver the conference displays to the Military bases, as approved by the Government.

4.7.8 Work with the Government communications team and military media to feature DoD Safe Helpline educational program and reporting retaliation option.

4.7.9 Make promotional materials available on the Safe Helpline website for download by SARCs and other Service representatives.

4.8 Data Collection Support for the purpose of program assessment. Provide, execute, capture, deliver, and maintain data using existing Safe Helpline mechanisms the following data points and data as indicated below:

4.8.1 The results and free text user feedback from the Website Page Rating Functionality, Online User Comment Card for the self-guided educational program and reporting retaliation

4.8.2 Analytics regarding the self-guided educational program and reporting retaliation.

4.8.3 The results of the website page rating functionality and free text comments.

4.9 Feedback and Complaint Support. Deliver input received from the military/DoD feedback and complaint portals to the government within 24 hours of receipt.

4.10 Assessment Support:

4.10.1 Add reporting retaliation and self-guided educational program to existing Safe Helpline monthly, quarterly, and annual evaluations in order to ensure the self-guided educational program functions as designed.

4.10.2 Perform quantitative and qualitative analysis of all assessment data for on-going evaluation, annual evaluation, and program support consistent with DoD SAPRO research.

4.10.3 Ensure analysis supports DoD SAPRO’s expanding research assessment topics, as described in 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.

4.11 Project Execution Process Plan:

4.11.1 Deliver a project execution process plan for Part 1 enhancing web content for reporting retaliation and enhancing the mobile app and online capability to provide a self-guided educational program grounded in research and best practices to address the special life circumstances related to prior sexual assault victimization and to help restore resiliency of cadets, midshipmen, and other military members who have been victims of sexual assault. Include in this plan a description of a mechanism to obtain anonymous user feedback about the educational program. Project execution process plan must document the activities required and associated tasks and subtasks’ necessary to execute the deliverable.

4.11.2 Deliver a project execution process plan for Part 2 developing required documents associated with providing an avenue for reporting. Project execution process plan must document the activities required and associated tasks and subtasks’ necessary to execute the deliverable.

4.12 Update Reports. Add the status of all contract requirements to the existing Safe Helpline Monthly, Quarterly, and Annual Status Reports

4.13 Attend Meetings:

4.13.1 Management Meetings Every Two Weeks. Participate in Management Meetings every two weeks, or more, if needed, throughout the contract period of performance in order to discuss progress against the PWS in a format approved by the Government.

4.13.2 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.

4.13.3 Participate in a Post-Award Conference. This meeting shall provide an introduction between the Contractor personnel and Government personnel who will be involved with the contract. The meeting shall provide the opportunity to discuss technical, management and security issues. The Post Award Conference will aid both the Government and Contractor in achieving a clear and mutual understanding of all requirements, and identify and resolve any potential issues. The Contractor shall be prepared to discuss any items requiring clarification and gather information as necessary to support each deliverable. The Contractor shall provide a written summary of the Post-Award Conference.

4.14 Provide Transition of Contract Services. Provide a plan for transition in and out services to ensure minimum disruption to vital Government business. This plan shall address how the Contractor will work with the incumbent, successor contractor and Government personnel to ensure that there will be no service degradation during and after the 30 day transition period.

5.0 DELIVERABLES

Sec.

Delivery Date

6.0 CONTRACTOR MANPOWER REPORTING

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Sexual Assault Prevention and Response Office via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/. 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, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk at help desk at: http://www.ecmra.mil

7.0 CONTRACTOR TRAVEL

Anticipated contractor travel includes ten presentations at conferences within the continental U.S. and additional travel during Sexual Assault Awareness Month to support the Government, as needed, but no more than five sessions within the continental U.S and one oversees. 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). Contractor payment claims shall include applicable documentation to support actual costs incurred (e.g. airfare and hotel/lodging receipts) as well as any receipts valued at or above $75.00. Failure to provide appropriate documentation may result in loss of reimbursement of travel expenses.

DoD Instruction (DoDI) 8500.1, Cybersecurity The Privacy Act (5 U.S.C. 552a) DoD 5400.11-R, and DoD Directive 5400.11, DoD Privacy Program DoD 6025.18-R, DoD Health Information Privacy Regulation DoD 5200.2-R, Personnel Security Program HSPD-12, Homeland Security Presidential Directive.

9.0 QUALITY CONTROL

The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract.

10.0 QUALITY ASSURANCE

10.1 The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS. The Government will make every effort to ensure that the surveillance methods described below are conducted in an objective, fair, and consistent manner.

10.1.1 Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.

10.1.2 Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

10.2 Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

11.0 APPLICABLE DOCUMENTS

DoD 5400.11r, Department of Defense Privacy Program Washington Headquarters Services Administrative Instruction 15, OSD Records Management Program Records Disposition Schedule Department of Defense Instruction 6495.02, Sexual Assault Prevention and Response Program http:www.dtic.mil/whs/directives/corres/pdf/540011r.pdf http:www.dtic.mil/whs/directives/corres/pdf/a015p.pdf http:www.sapr.mil