MDC Performance Work Statement Final CR1975.pdf

Performance Work Statement

DR 1975 AR Direct Housing Mission Maintenance and Deactivation

Attachment G

1. Background

1.a. FEMA is authorized to provide disaster assistance to individuals and households for emergencies, major disasters, and Incidents of National Significance under the Robert T. Stafford Disaster Relief and Emergency Assistance Act (Public Law 93-288), as amended.

1.b. On May 02, 2011Severe Storms produced Tornadoes and flooding resulting in a disaster being declared in the State of Arkansas on May 05, 2011. The disaster destroyed a number of dwellings and displaced many households. The damage is located in some 30 counties in Arkansas (see Attached). June 13, 2011 FEMA issued a Contract through FEMA Contracting for the installation of up to (200) temporary housing units. The FEMA/State Joint Field Office (JFO) is located in Little Rock, AR, which will be the initial reporting office for the housing mission.

1.c. This Performance Work Statement (PWS) shall facilitate the implementation of the

Individual Assistance (IA) program by providing long-term Maintenance and Deactivation of temporary housing units (mobile homes, park models, and other types of prefabricated housing as determined by FEMA) in support of DR-1975 recovery.

This PWS describes the effort required to maintain the condition of the temporary housing units and provide for the safety, health and welfare of the occupants. Note:

The Period of Performance is one (1) six month base period and two (2) six month option periods.

2. Summary

Approximately 25 to 200 units will support DR 1975 AR.

The Contractor shall resolve maintenance issues and address requirements of the units related to their long term maintenance and deactivation. The Contractor shall have the technical capability to make necessary repairs to the units as specified in each task/work order.

The Contractor shall plan, schedule, coordinate, inspect and ensure effective implementation of this FEMA temporary housing mission by providing technical assistance related to long term maintenance and deactivation of temporary housing units.

The Contractor shall provide adequate staffing and all resources, (to include but not limited to administration, management, supervision, labor, supplies, repair parts and materials, {excluding major repair materials}, tools and equipment), to perform and support emergency and routine/preventive maintenance. This includes scheduling and performing monthly preventative maintenance, as well as staging operations maintenance activities as required, and will include but not be limited to replacement of broken or faulty equipment, material, and systems contained within or on the structure (i.e. carpet, trim, air conditioning, etc…). The Contractor shall provide all equipment, labor and supplies necessary for the deactivation of units

The Contractor shall provide all services and activities in a timely and professional manner and in compliance with all applicable Federal, State and Local laws. In the event Federal, State and Local laws, Regulations and Ordnances conflict, the more restrictive regulation is to be followed.

The COTR will respond to a request for clarification within 48 hours of receiving the written request. Additionally, the Contractor will be responsible for obtaining all appropriate permits and licenses corresponding for the work being performed.

3. Contractor Qualifications

3.a. The Contractor shall use certified and licensed personnel to perform the work needed, (i.e. plumber, electrician, and/or HVAC technician, etc.) The Contractor shall provide personnel with the appropriate skill set for their position; and the degree of skill of the individuals will be commensurate with that required for the work. It is the Contractor’s responsibility to ensure that all subcontractor personnel meet or exceed the above Standards.

3.a.1. The Contractor shall provide documentation of each technician’s professional certification (i.e., state licenses, certificates of training course completion, letters from previous employers certifying experience, resumes, membership affiliations to professional organizations, or other such documentation) to FEMA as well as City, County, or other officials as necessary.

3.a.2. The Contractor shall have the ability and capacity to inspect, analyze, and repair temporary housing units. This includes maintaining the unit’s gas system, various types of HVAC systems, electrical, plumbing, and chassis/towing systems as well as repairing interior components and appliances.

Specifications

3.b. Roles and Responsibilities 3.b.1. FEMA Responsibilities

3.b.1.i. Provide occupant information to the Contractor via the COTR.

3.b.1.ii. Assign units to the Contractor for maintenance, deactivation, repositioning, or units that require cleaning

3.b.1.iii. Provide clarification of the rules and regulations regarding use of the units to tenants.

3.b.1.iv. Address domestic problems, disruptive tenants, and/or tenants refusing service.

3.b.1.v. Identify potential lots, pads and locations for the installation of units.

3.b.1.vi. Obtain the landowner’s authorization for entry and use of private sites.

3.b.1.vii. Obtain the commercial pad lease for any commercial sites.

3.b.2. Contractor Responsibilities 3.b.2.i. The Contractor shall provide and maintain an office and adequate storage and shop facilities to efficiently satisfy FEMA’s maintenance obligations and requirements within 150 mile radius of all units.

3.b.2.ii. The Contractor shall utilize professional services of experienced electricians, plumbers, carpenters, and pest control specialist or appliance technicians. The Contractor will not be required to make service calls for issues that occupants are generally responsible for such as changing light bulbs, maid service, washing windows, changing curtains, and changing linen for occupied units. The Contractor will not be responsible for picking up trash in the units or emptying the unit trash cans, etc.

3.b.2.iii. The Contractor shall identify a primary and alternate point-of-contact (POC) within 48 hours of contract award including phone numbers and email addresses.

3.b.2.iv. The Contractor shall dispose of all materials and supplies in compliance with all Federal, State, and Local laws, regulations and rules. This includes, but is not limited to, spent fuels, batteries, refrigerants, tires, etc. The Contractor shall pay any fees associated with the removal and disposal of hazardous waste.

3.b.2.v. The Contractor shall identify potential project constraints and report them to the COTR.

3.b.2.vi. The Contractor shall Pick-up and transport the units from the installation sites to Staging Location/Designated Holding Area.

3.b.2.vii. The Contractor shall Transport and return deactivated units to the FEMA designated Staging Location/Designated Holding Area.

3.b.2.viii. The Contractor shall provide a toll-free number, enabling residents of FEMA units maintained by the Contractor to contact the Contractor regarding maintenance issues 24 hours per day, seven (7) days per week. This service will be staffed with access to a live person 24 hours per day, seven (7) days per week.

3.b.3. Quality Control

3.b.3.i. The Contractor is responsible for developing and submitting its Quality Control Plan (QCP) within 10 days of award of the contract for government approval to demonstrate compliance with the schedule of contract deliverables. Upon acceptance, the Contractor will then use the QCP to guide and document the implementation of the required management and quality control actions to achieve the specified results.

3.b.3.ii. The Contractor, and not the government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract.

3.c. Warranty 3.c.1. All labor and work performed under this contract shall be warranted for six

(6) months from the date of acceptance of the labor and work, as indicated by the COTR’s signature on the work order form. The government accepts all manufacture’s warranties. The Contractor is responsible for making any necessary repairs under the terms and conditions of the contract at no additional cost to FEMA.

3.c.2. If the units being used are new, the Contractor shall coordinate warranty maintenance with the manufacturer, dealer or Mobile Home (MH) source.

3.c.3. FEMA will not be responsible for any required co-payment or deductions.

If the Contractor is paid by the manufacturer, dealer, or MH source to perform warranty maintenance, the Contractor shall reimburse FEMA for the amount received.

3.d. Safety

3.d.1. The Contractor shall furnish all required safety equipment and/or clothing, which may be required for personnel as mandated by Federal, State, and Local code. This will include maintaining a safe working environment for the Contractor’s employees, unit occupants, FEMA staff, other Contractors and the general public. At no time will the Contractor leave unattended or otherwise unprotected, any excavation or safety hazard that might cause injury to persons.

3.d.2. The Contractor shall comply with the Department of Labor and the Occupational Safety and Health Administration (OSHA) safety regulations, rules and requirements, as well as any Federal, State, County and Local laws, codes, and ordinances.

3.d.3. The Contractor shall ensure that all personnel applying pest control chemicals are properly licensed in accordance with applicable Federal, State and Local laws and regulations.

3.e. Records and Reports

3.e.1. All information/reports submitted to the COTR shall clearly indicate the Contractor’s name and contract number. When a unit is part of a report, the FEMA unit bar code and VIN shall be used for identification.

3.e.2. The Contractor shall provide timely and accurate reports as described and required by the Deliverables section of this PWS.

3.e.3. All reports will be developed and transferred via Microsoft Excel, Microsoft Access, or other media as determined as meeting the needs of the government and approved by the COTR in writing.

3.e.4. The contactor shall maintain records that are compatible with FEMA Information Technology (IT) database systems pertaining to all tasks assigned such as monthly preventative maintenance inspection, routine maintenance and emergency maintenance.

3.e.5. The Contractor shall securely maintain occupant information provided by FEMA to ensure no unauthorized use is made of said information.

3.e.6. At minimum, the Contractor shall maintain all records for three years after contract is complete. These records will be kept in a manner and location that will allow FEMA or its designee access to them within 10 business days. FEMA will provide the Contractor with written or verbal notification of its intent to inspect the records and the Contractor shall provide FEMA with a specific location for the record inspection. Record inspections shall be carried out in typical office surroundings.

3.e.7. Upon invoicing, the Contractor shall include hard copies of the invoice, backup spreadsheets with the individual work orders broken down by CLIN, and all supporting back up documentation as required by the COTR with the completed work orders.

3.f. Schedule of Contract Deliverables

3.f.1. At a minimum all work activities will be included in the Contractor’s Daily and Weekly Reports as defined by the COTR and mission requirements.

3.f.2. The Contractor shall meet with FEMA management on a daily basis or as needed determine by FEMA management at a time and location of mutual agreement to ensure a positive flow of communication and resolve open items. This briefing shall include, but is not limited to, the routine/preventive maintenance, emergency maintenance calls.

3.f.2.i. The Contractor shall provide cumulative progress reports to the COTR in a Microsoft Excel database.

3.f.2.ii. Daily and weekly Maintenance and Repair CLINs shall have a “tab” in the database, which at a minimum includes; work order/barcode/VIN/address, date/time call received, type of call, hours for completion, repair cost and status.

3.f.3. Percent To Completion and Monthly Invoices Reports (in excel) shall include the following on individual “tabs” but not be limited to:

3.f.3.i. Site Assessments 3.f.3.i.1. A spreadsheet with each unit invoiced, sorted list of work orders, the site control number, bar code number, and the name of applicant.

3.f.3.i.2. Site Inspection Request for each unit.

3.f.3.i.3. Signed Ingress-Egress agreement for each unit 3.f.3.i.4. Assessment Team Tracking Report for each unit.

3.f.3.i.5. Detailed site map for each unit

3.f.3.ii. Haul & Install 3.f.3.ii.1. A spreadsheet with each unit invoiced, sorted work order, the site control number, bar code number and name of applicant.

3.f.3.ii.2. Private Site Installation Work Order 3.f.3.ii.3. Unit Installation Work Order 3.f.3.ii.4. RFO Checklist 3.f.3.ii.5. RFO Status Report 3.f.3.ii.6. Unit Inspection Report 3.f.3.ii.7. Punch List for unit (where applicable)

3.f.3.iii. Lease-Ins 3.f.3.iii.1. A spreadsheet with each unit invoiced, sorted work order, the site control number and name of applicant.

3.f.3.iii.2. Work Order (for Private Site) Full Direct Assistance, Replacement Assistance Consideration (DARAC)’s Record (for Group Site)

3.f.3.iii.3. Signed Temporary Housing Occupant Dwelling Lease

3.f.3.iii.4. Signed Agreement to Rules of Occupancy 3.f.3.iii.5. Signed Park Rules and Regulations (where applicable) 3.f.3.iii.6. Signed Propane Use and Trailer Return Procedure 3.f.3.iii.7. Signed Temporary Housing Inspection Report 3.f.3.iii.8. Exhibit “A” Additional Comments (where applicable) 3.f.3.iii.9. Trailer Lease Checklist

3.f.3.iv. Maintenance and Deactivation

3.f.3.iv.1. Contractor shall maintain records pertaining to tasks assigned to include monthly preventative maintenance inspections, routine and emergency maintenance.

3.f.3.iv.2. Contractor shall provide detailed reports and summaries which address daily, monthly and cumulative information as well as County, zip codes, unit type, unit site, type of maintenance (preventative, routine, emergency) and type of service (maintenance or deactivation).

3.f.3.iv.3. Contractor shall maintain records for types of calls, response times, and also individual and cumulative unit information as to what was done or replaced.

3.f.3.v. Percentage to completion Report

3.f.3.v.1. Amount invoiced year to date (YTD) 3.f.3.v.2. Amount of work completed (Invoiced YTD+

Completed Work to be invoiced) 3.f.3.v.3. Obligated amount

3.g. Badging 3.g.1. The Contractor shall provide the names of all personnel (including temporary personnel and/or sub-Contractors) to the COTR in writing within two (2) business days prior to their arrival at the JFO for badging.

3.g.2. The Contractor shall provide to its personnel any security form that FEMA may provide for the purposes of background check as part of the Contractor’s personnel receiving a badge.

3.g.3. The Contractor shall provide identification badges for all personnel if FEMA does not issue identification badges. The Contractor’s ID badge shall include: company name, identification number, individual’s name and company phone number. The Contractor’s personnel (including temporary or sub-Contractors) shall wear an identification (ID) badge provided by FEMA or the Contractor. ID badges shall be visible at all times when performing work.

3.h. FEMA Points of Contact

3.h.1. Reporting Office:

3.h.1.i. Section: Joint Field Office (JFO) 3.h.1.ii. Address: 7400 Scott Hamilton Drive 3.h.1.iii. City: Little Rock 3.h.1.iv. State: AR 3.h.1.v. Zip: 72209

3.h.2. Regional Field Office:

3.h.2.i. Section: Joint Field Office (JFO) 3.h.2.ii. Address: 7400 Scott Hamilton drive 3.h.2.iii. City: Little Rock 3.h.2.iv. State: AR 3.h.2.v. Zip: 72209 3.h.2.vi. Phone: TBD

3.h.3. Contract Officer Technical Representative (COTR) 3.h.3.i. Name: Johnny Glaze 3.h.3.ii. Section: DHOPS 3.h.3.iii. Phone: 501-580-5113 3.h.3.iv. Email: Johnny.Glaze@DHS.GOV

3.h.4. Program Point of Contact (Individual Assistance Branch Designee):

3.h.4.i. Name: : Crystal Brown 3.h.4.ii. Section: IA-Region VI 3.h.4.iii. Phone: 501-569-4590 3.h.4.iv. Email: Crystal.Brown@dhs.gov

3.h.5. Coverage Area: (see attached).

FEMA reserves the option of moving the reporting office to one of the affected counties during the life of the contract.

4. GENERAL SCOPE OF WORK

Administration and Management

4.a. The Contractor’s management and administration (program management) responsibilities include, but are not limited to, the following:

4.a.1. Monitoring and coordinating performance of all assignments to ensure achievement of technical and financial project objectives and adherence to FEMA policies and authorities.

4.a.1.i. Monitoring and supporting the mission. This responsibility includes applicant identification identifying special needs, and provision of call center services, quality assurance and customer service. It also includes ensuring that the Contractor performs all work satisfactorily, subject to approval by the FEMA COTR.

4.a.2. The Contractor shall obtain information from the designated and appropriate FEMA representative as follows:

4.a.2.i. Contractual direction can only come from the Contracting Officer.

4.a.2.ii. Specific technical direction can only come from the COTR.

4.a.2.iii. However, other FEMA staff located at or in the Headquarters, Regional, or Disaster Field Offices and other designated offices can provide the Contractor with information relevant to the performance of the contract (e.g., FEMA safety officer at a disaster).

Phase-In/Transition

The contractor shall perform any and all efforts necessary during the phase-in period to ensure the ability to successfully perform the tasks and activities associated with this contract. This task shall be completed within thirty (30) days of contract award. This includes, but is not limited to, the contractor developing and establishing procedures for performing the tasks within the time periods identified. It also includes establishing professional relationships and familiarity with the coverage areas and FEMA requirements, establishing the contractor’s organizational structure, obtaining necessary equipment, development of a quality control system, establishing a toll free number (within 48 hours of award), and hiring qualified technicians. The Contractor shall accept and perform all work assigned to them during the 30 day Phase-In period. Phase-In is a one-time lump sum fee. Phase-In cost shall include Phase-In expenses plus the first month’s cost for maintenance to units assigned and accepted during the transition period. Note: Phase-In cost should not exceed Monthly Maintenance fee per unit times the number of units for one month.

After thirty (30) day Phase-In period the Contractor will invoice for maintenance under the Monthly Maintenance CLIN.

Contractors are expected to capture the following types of information in order to successfully perform their work during phase-in: identification numbers and information regarding the specific models, locations, residents, etc. for each of the units to be monitored /maintained, the effective dates and applicable warranty periods.

Phase-In Requirements: The Contractor shall develop and implement procedures for orderly transition of responsibility from the Contractor selected for the FEMA Haul & Install Contract. Phase-in includes, but is not necessarily limited to:

4.a.3. Ensuring that all necessary permits are obtained to perform work.

4.a.4. Providing FEMA with organizational charts indicating individual names with corresponding roles, responsibilities and contact information.

4.a.5. Develop a work order process for maintenance calls within one week of award and prepare for accepting the first work order requirement (i.e. hiring necessary staff an implementation for work plan necessary to successfully fulfill the work order requirements).

4.a.6. Develop a unit acceptance plan including: unit identification numbers, unit location, unit type, unit occupant contact information, and unit warranty to include the effective dates and applicable periods. FEMA reserves the right to modify plan prior to acceptance of the contractor’s plan.

4.a.7. Reserved

4.a.8. Phase-In Timeline: The timeline will commence at the Kickoff meeting.

Timeline will consist of two parts: (1) Information transfer and (2) Unit transfer.

4.a.8.i. Information transfer will take place during the week following the kickoff meeting for a period of one week.

4.a.8.ii. Unit transfer will commence immediately thereafter.

4.a.9. Kickoff Meeting: The kickoff meeting will be held approximately within three days of the award at the JFO or at an alternate location near the disaster area. The Contractor shall attend this two part kickoff meeting chaired by FEMA. The Contractor will be required to take the minutes of the Kickoff Meeting and provide to all attendees.

4.a.9.i. Part One: Discussions and reviews with FEMA COTR’s, DHOPS, Logistics, IA and other branches as appropriate, regarding Contractor’s established phase-in procedures.

4.a.9.ii. Part Two: Discussions with FEMA staff and current Haul & Install Contractor .

4.a.10. Reports: Phase-In and Transition Plan is due within 48 hours of final contract award.

4.a.11. Phase-Out Plan: The Contractor shall deliver, to the COTR for Government approval, a Phase-out Plan prior to the last 30 calendar days of the contract completion, or as negotiated by Contracting Officer. .

Unit Acceptance

4.b. The Contractor shall accept units from the Haul & Install Contractor for maintenance at a rate which shall achieve the transfer of all units during the 30 day phase-in period. Unit acceptance will begin no later than 3 days after the kick-off meeting.

4.b.1. Unit inspections

4.b.1.i. The Haul & Install Contractor representative and MDC representative shall be present at the unit inspection for acceptance of the units. If there is a dispute a FEMA representative will set up another inspection for that unit to resolve the issues.

4.b.1.ii. The MDC Contractor will accept units that are free of existing maintenance items.

4.b.1.iii. Units with existing maintenance items, at time of inspection, will be accepted under the condition the Haul & Install Contractor will repair unless damage has occurred after the acceptance by FEMA from the Haul & Install Contractor or the COTR is authorized to reassign these maintenance items to the MDC Contractor. This determination shall be made based on what is in the best interest of the government.

4.b.2. Schedule: Unit inspections will be scheduled by Haul & Install Contractor on a daily basis. This schedule will be provided to the MDC Contractor and

FEMA.

4.b.3. Performance Standards: Unit acceptance inspections shall occur on schedule 100% of the time.

4.b.4. Reporting: A copy of the inspection will be given to the COTR for each unit.

Maintenance – Routine/Preventive (Monthly)

4.c. The Contractor shall provide maintenance services of assigned units. This includes performing monthly preventive maintenance inspections, responding to routine maintenance calls, for units assigned to the contractor and/or identified by FEMA.

Maintenance not defined as emergency maintenance is defined as routine maintenance, unless identified by FEMA. This contract does not include grounds maintenance. The Contractor shall have the technical capacity to make necessary repairs to the units as specified in each work order. The Contractor shall provide tools, equipment and materials necessary for performing maintenance services on assigned units. Mileage costs for Routine/Preventive maintenance are included under this CLIN.

4.c.1. Process: The monthly routine/preventive maintenance includes all labor, parts, supplies, and materials up to $250 for each maintenance item including any return visits to the unit. The total of $250 covers parts individually or collectively per work order or routine/preventive maintenance service call.

4.c.1.i. The Contractor shall request approval in advance from the COTR for repairs for which costs are in excess of $250.

4.c.2. Maintenance Areas of Responsibility: The Contractor shall be responsible for all interior and exterior components of the unit to include, but not limited to:

4.c.2.i. Plumbing System - Plumbing includes all water and sewer lines and tanks inside the unit and all external lines from the unit to the utility main or the park owner’s connection. This includes inspecting plumbing lines, valves, shower heads, faucets and bladders (if applicable), sewer lines and sewer connections.

4.c.2.ii. Electrical System - Electrical includes all wiring and associated parts from the Power Company’s connection on the meter loop pole or pedestal, to and throughout the unit, including underground entrance cable. When connecting to an approved power source the responsibility will include all installed components up to the approved power source. This includes all appropriate inspections.

4.c.2.iii. Heating and Cooling System - This includes all major components and ducts to include wiring and associated parts.

This includes inspecting gas lines, valves, vent and exhaust systems.

4.c.2.iv. Replacement of Components - The Contractor shall replace all components necessary to make repairs authorized in this PWS.

The Contractor is not responsible for replacing items as light bulbs, stoppers, drain baskets, providing extra door keys, etc.

unless it is associated with the repair or replacement of a related component.

4.c.2.iv.1. Life safety items such as batteries for the smoke detectors are items that the Contractor shall replace.

4.c.2.iv.2. The Contractor shall replace Air Filters at a minimum of once every two months or as indicated in the unit manufactures specifications, which ever is more frequent.

4.c.2.v. Entrance/Exit components - This includes all work associated with servicing, building, and repairing doors, windows, screens, stairs, ramps, and securing the unit as needed.

4.c.2.vi. Appliances - This includes servicing all unit appliances such as ranges, refrigerator, microwave, water heater, furnace, air conditioner, etc.

4.c.2.vii. LP Gas tanks refills and servicing (as applicable) - The Contractor shall provide a full tank to make unit “ready for occupancy”. The Contractor shall be responsible for maintenance of the pipes, hoses, regulators, valves and all other components for the LP gas system. The occupant is responsible to re-fill LP gas tanks as needed.

4.c.2.viii. Interior Components - The Contractor shall perform repairs and maintain the unit cabinetry, countertops, doors and doorways, ceiling, walls, furnishings, appliances, mirrors, life-safety items (like batteries for smoke alarms) and other FEMA-provided accessories.

4.c.2.ix. Exterior Components - The Contractor shall make repairs to the exterior of the unit as required. This includes all exterior components to include but not limited to panels, sidings, windows, screens, blocking, anchoring, skirting, roofing, exterior doors, and other FEMA provided accessories.

4.c.2.x. Stair’s and Ramps - The Contractor shall maintain and make minor repairs to stairs and ramps serving the unit as required.

These repairs will be included as part of the monthly maintenance and is subject to the same requirements. If stairs are significantly damaged, the contractor will require COTR approval prior to performing work

4.c.3. Scheduling: The Contractor shall provide at a minimum 24 hours notice to the occupant prior to arrival to perform routine/preventive maintenance.

Occupant or occupant representative 18 years or older shall be present for all maintenance calls.

4.c.3.i. All routine maintenance service call repairs will be responded to within 48 hours after receipt of the requirement or during the monthly preventive maintenance inspection, whichever is sooner.

When a 48-hour completion time would expire on Saturdays, Sundays, or Holidays, the 48-hour time period will extend to the following business or work day or days, as appropriate.

4.c.3.ii. The Contractor shall complete routine/preventive maintenance items requested by the occupant that were not listed on the Contractor-generated work order while at the unit. The Contractor shall report additional repairs performed.

4.c.4. Performance Standards: The Contractor shall repair 90% of all routine/preventive service calls on the first visit. 100% complete within 72 hours of initial visit.

4.c.5. Reporting: The Contractor shall provide a monthly report summarizing the routine/preventive maintenance performed and written justification for any non- service.

Maintenance - Call Center

4.d. The Contractor shall establish a maintenance call center to provide occupants of FEMA units with a single method of contact to report maintenance and deactivation issues to the Contractor. The call center shall be included as part of the monthly maintenance and is subject to the same requirements.

4.d.1. The Contractor shall provide the occupant with the call center phone number on a medium that is durable and easy to read. This will be distributed during Unit Acceptance.

4.d.2. Call Center Operations: The Contractor shall provide a means for the occupant to contact the Contractor regarding maintenance issues.

4.d.2.i. The call center shall be operational within 48 hours of the kickoff meeting.

4.d.2.ii. The call center will operate 24 hours a day/7 days a week until the last unit has been deactivated.

4.d.3. Process: The Call Center will categorize calls as emergency or routine and respond accordingly.

4.d.4. Performance Standards: The Contractor’s call center shall answer and respond to all calls by an individual person, hold time shall not exceed five minutes.

4.d.4.i. Customer service standards will consist of a survey of occupants by the COTR or designee. Customer satisfaction will be gauged based on survey results from a minimum 5% random sample of unit residents. This rating scale is detailed in the QASP.

4.d.5. Reporting: The Contractor shall maintain records of each call and incorporate the records into the quality control process. These records shall be provided to the COTR on a daily or weekly basis as determined by

COTR.

4.d.5.i. The report shall include;

4.d.5.i.1. Temporary housing unit barcode 4.d.5.i.2. Occupant contact information 4.d.5.i.3. Unit location 4.d.5.i.4. Time of call 4.d.5.i.5. Time of initial response 4.d.5.i.6. Designation of call as either routine or emergency 4.d.5.i.7. Type of unit 4.d.5.i.8. Description and resolution of maintenance issue

Maintenance - Fumigations and Pest Control (MH/PM)

4.e. The goal of zero tolerance pest level shall be accomplished by performing monthly pest control inspections throughout and around the units during routine/preventive maintenance service calls. These inspections will be included as part of the monthly maintenance and is subject to the same requirements.

4.e.1. Pest control inspections and services: This includes the unit and surrounding area.

4.e.1.i. Ensuring that treatment is rendered as appropriate to control, prevent, and/or otherwise mitigate the presence of pests such as, but not limited to: insects, fleas, termites, wasps, bees, cockroaches, ants, fleas, ticks, spiders, hornets, Japanese beetles, and other invertebrate pests.

4.e.1.ii. Ensuring that treatment is rendered as appropriate to control, prevent, or otherwise mitigate the presence of pests such as, but not limited to rats, mice, pigeons, reptiles and other vertebrate pests. Treatment will include rodent traps and bait stations, animal captures and carcass removal.

4.e.1.iii. Providing bird nest removal and cleaning services to keep bird droppings off units. Clean areas littered by bird nests and droppings.

4.e.1.iv. Identify any problem areas, structural features, potential areas for pest infestation, or personnel operational practices contributing to pest infestations, and any other factor and report them to the COTR in monthly report.

4.e.2. Storage/Disposal: The Contractor shall maintain, secure, and operate storage facilities for applicable equipment and dangerous material substance in a manner that precludes or minimizes health hazards or environmental contamination. The contractor shall be responsible for damage or loss to the Contractor’s stored supplies or equipment.

4.e.3. Scheduling: The Contractor shall provide the occupant of the unit with at least 72 hours notice prior to a fumigation or pest control visit.

4.e.4. Performance Standards: 100% of units treated for pests as required.

4.e.5. Reporting: The Contractor shall provide a monthly schedule of the planned routine/preventive, pest control inspections; a monthly report summarizing the findings gathered during these inspections; and written justification for units not serviced will be provided to COTR.

Staging / Designated Holding Area

4.f. The contractor may set up a temporary Staging / Designated Holding Area to temporarily stage the units up to 48 hours after the issuance of a work order at the contractor own expense

Unit transportation to long term storage facility will be provided by either the contractor or other carrier as identified by COTR.

. The Contractor shall maintain units in a safe and secure environment until they are transported to a long term storage facility.

Major Repairs

4.f.1. Major repairs are repairs that fully or partially replace; will cost more than $250 for material and supplies. Major Material Items are identified as, but not limited to refrigerators, water heaters, ranges, axles, exterior doors, unit tires, complete furnace, complete HVAC, microwaves, furniture or any other component of the unit valued at over $250. The total of $250 covers parts individually or collectively per work order or routine/preventive maintenance service call.

4.g.

Note: Labor costs are covered under the monthly maintenance fee.

4.g.1. Process: The Contractor shall replace these items only after prior approval by the COTR for any component valued above $250 but not to exceed $1,000. For repairs in excess of $1,000, permission will only be granted by the Contracting Officer. Failure of the Contractor to follow the procedure outlined below will result in the Contractor not being paid for work.

4.g.1.i. Prior to a major repair, the Contractor shall first notify the COTR in writing and include an estimate of the total repair cost. This written report shall identify the item(s) by make, model number, part number, identification number and location, condition of the item, and itemized material cost of the item to be replaced.

4.g.1.ii. If the Contractor determines, after an inspection by a mechanic certified in a relevant field, that repair of a Major Material Item(s) is impractical, the Contractor shall promptly provide (within 24 hours) the COTR with a written report including the estimated cost of replacement.

4.g.1.iii. The COTR will verify and determine the practicality of repair versus replacement, and then will instruct the Contractor to proceed with repairs, provide the Contractor with the Major Material Item for replacement, or authorize the Contractor to purchase and replace the item.

4.g.1.iv. Any part replaced by the Contractor valued at $250 or above shall be returned with the completed work order and receipt for the items to the COTR, if requested. The Contractor shall be compensated for the actual cost of the replacement purchase for the original major item only, as documented on the purchase receipt.

4.g.1.v. Replaced parts shall be individually identified with a wire-on tag that contains the work order number, unit number, replacement date, and description of defect. If the parts are not returned to the

COTR the Contractor shall maintain the parts at the Contractor’s place of business until the COTR provides a written notice allowing for the disposal of the parts.

4.g.1.vi. The Contractor will, at all times, make a reasonable effort to acquire all parts at prices favorable to the Government.

4.g.1.vii. When the Contractor has backordered repair parts for major appliances to include the furnace, A/C, refrigerator, or range, or is otherwise unable to repair these appliances within 48 hours of receiving the work request, the Contractor shall provide a temporary appliance for the occupant. For furnaces and air conditioning, the Contractor shall provide temporary replacement items within six (6) hours when the ambient temperature threatens the health and safety of the unit occupant as defined under Emergency Maintenance section (4.i.1.iv.) and (4.i1.v) in this PWS. The cost for the temporary item will be the responsibility of the Contractor.

4.g.1.viii. All parts replaced shall be new unless provided by FEMA and shall be of a quality equal to, or better than the part being replaced.

4.g.2. Performance Standards: 100% of major repairs shall be accomplished within specified timeframe.

4.g.3. Reports: Included in daily and weekly reports.

Emergency Maintenance

4.h. Repairs that are authorized under Emergency Maintenance may be requested by the unit occupant to mitigate or eliminate a threat or hazard to the health, safety or security of the unit occupant or property. Mileage costs for Emergency maintenance are included under this CLIN.

4.i.

4.i.1. Process: Emergency maintenance is typically required in response to, but not limited to, one of the following problems:

4.i.1.i. Gas leak.

4.i.1.ii. Major water leak:

4.i.1.ii.1. Shut off valve cannot be located 4.i.1.ii.2. Poses a threat to persons and property 4.i.1.ii.3. Required immediate action to restore water service

4.i.1.iii. Actual sewage leak (health concern).

4.i.1.iv. Heating unit inoperable when outside temperature is, or is expected (according to local forecast) to go below 50 degrees Fahrenheit.

4.i.1.v. Air conditioning inoperable when outside temperature is, or is expected (according to local forecast) to go above 80 degrees Fahrenheit.

4.i.1.vi. Electrical failure (excluding local power company failure, or major electrical malfunction or for termination of service due to non-payment).

4.i.2. Emergency Maintenance shall include temporary repairs to resolve or mitigate the immediate threat or problem and continue to make repairs as routine maintenance to permanently resolve issue.

4.i.3. Permanent repair of temporary emergency repairs shall be completed on or before the next scheduled routine maintenance cycle so that the unit is fully functional.

4.i.3.i. If a temporary heating appliance is used, it shall be equipped with an automatic shut-off that activates if the heater is accidentally tipped over.

4.i.3.ii. Such temporary appliances shall be provided, at no additional cost to the Government or the occupant, until such time as the permanent appliances are fully operational.

4.i.4. If upon arrival to the unit, the Contractor determines that an emergency does not exist, or when the threat is mitigated, or there is no longer a threat to health, safety or security, the Contractor will treat the remaining repairs as Routine Maintenance, and repair in normal time frames outlined in Routine/Preventive Maintenance.

4.i.4.i. Scheduling: The Contractor shall respond to an Emergency Call within 6 hours with tools, equipment, and supplies necessary to make repairs.

4.i.4.i.1. If the Contractor makes temporary repairs, the Contractor shall attempt to notify the COTR or designee within 3 hours of an emergency repair request. This notification shall be to all of the COTR’s methods of contact. The Contractor shall document their attempts to contact the COTR and document it in the emergency repair work order. If the COTR or designee cannot be reached they shall be notified by 10 AM on the next business day.

4.i.4.ii. Permanent repair of temporary emergency repairs shall be completed on or before the next scheduled routine/preventive maintenance cycle so that the unit is fully functional.

4.i.4.iii. Performance Standards: 100% of emergency calls responded to within specified timeframe as defined.

4.i.4.iv. Reports/Notification: If emergency involves loss of life the COTR shall be notified immediately! If the Contractor makes temporary repairs, the Contractor shall notify the COTR within 3 hours of an emergency repair request.

Miscellaneous Maintenance

4.j. Miscellaneous maintenance is any task which is not addressed in other sections of this PWS. The Contractor shall not conduct any miscellaneous maintenance work without prior written authorization from the COTR. Mileage costs for Miscellaneous Maintenance is included under this CLIN.

4.j.1. Scheduling: as part of task defined in the PWS.

4.j.2. Performance Standards: as part of task defined in the PWS 4.j.3. Reports: Task will be reported in daily and monthly reports as they occur.

A specific Task Report will be made at the completion of the task.

Clean and Make Ready (MH/PM)

4.k. FEMA shall perform a move-out inspection. This inspection will be done with the occupant present or in some cases when the occupant has vacated the unit.

4.l. This move-out inspection consists of identifying the condition and preparing the unit for re-occupancy

4.l.1. The Contractor shall clean, test and make ready for use all appliances and components associated with the unit to include but not limited to plumbing, electrical, air conditioner, furnace, exhaust fans, etc.

. FEMA will notify the contractor to perform a “clean and make ready”. This includes cleaning and performing minor maintenance to the unit. This CLIN is to be used if the unit is going to be reoccupied.

4.l.2. This includes but is not limited to:

4.l.2.i. Assemble accessories and arrange for use.

4.l.2.ii. Assemble and/or arrange all furniture for occupancy.

4.l.2.iii. Clean and install storm window panels and screens.

4.l.2.iv. Remove window clips, travel blocking and protective taping.

4.l.2.v. Ensure the approved and fully charged ABC type fire extinguisher is hanging in the kitchen area.

4.l.2.vi. Mount exterior light fixtures, and install bulbs.

4.l.2.vii. Install interior light globes and covers.

4.l.2.viii. Re-install any fallen curtains.

4.l.2.ix. Install cabinet door panels and drawers and handle hardware.

4.l.2.x. Activate utility systems and make minor repairs (All parts changed shall be of a quality equal to, or better than the part being replaced).

4.l.2.xi. Test water system and make minor repairs (i.e., tighten, adjust, or replace fittings, flare nuts, faucet washers, ball cocks, shower diverters, faucet sets, etc.).

4.l.2.xii. Verify hot/cold water lines, reverse if required.

4.l.2.xiii. Install toilet tank lid.

4.l.2.xiv. Tighten or replace loose drain line connections (traps, strainer assemblies, etc.), replace toilet wax ring and tank gaskets, as needed.

4.l.2.xv. Tighten loose connections in electrical system.

4.l.2.xvi. Test electrical circuits and replace bulbs, breakers, switches, or receptacles, as needed.

4.l.2.xvii. Test exhaust fans for proper operation, repair as needed.

4.l.2.xviii. Appliances:

4.l.2.xviii.1. Activate, test and make any necessary minor repairs to the refrigerator, range, furnace, air conditioner, and water heater for proper operations.

4.l.2.xviii.2. Adjust pilots and burners, change orifices, water heater elements, etc., as needed.

4.l.2.xviii.3. Test smoke detectors and replace if faulty.

4.l.2.xix. Unit Exterior:

4.l.2.xix.1. Steps/ramps properly installed and secure.

4.l.2.xix.2. The unit is not missing any siding.

4.l.2.xix.3. The unit has no broken windows and/or doors.

4.l.2.xix.4. The unit is properly blocked, anchored, and leveled.

4.l.2.xix.5. The roof has been checked for leaking and/or damage.

4.l.2.xix.6. There are no water or sewer leaks.

4.l.2.xix.7. The ground is level and free of holes, trenches, or other safety hazards around the unit.

4.l.2.xix.8. All pipes have been properly secured and sloped.

4.l.2.xx. Final Clean-Up and Readiness:

4.l.2.xx.1. Clean floors, counters, kitchen equipment, bath fixtures, and windows as needed.

4.l.2.xx.2. Remove unit packing debris and excess set-up material from premises.

4.l.2.xxi. Discrepancies or missing items, report to COTR:

4.l.2.xxi.1. The Contractor shall provide written notification to the COTR when unit is ready for occupancy and final inspection. The COTR will inspect the unit within 2 work days.

4.l.2.xxi.2. At final inspection, any items/issues that the Contactor has not addressed/performed shall be captured in a punch list.

4.l.2.xxi.2.a. These items shall be corrected within two (2) work days after final inspection.

4.l.2.xxi.3. The Contractor shall provide a detailed documentation of what actions the Contractor took to remedy the punch list items.

4.l.2.xxii. Performance Standards: 95% of units shall be Clean & Made Ready within 72 hours of work order issuance.

4.l.2.xxiii. Reporting: will be included in daily and weekly reports as described in Deliverables section of this PWS.

Reposition (MH/PM)

4.m. Repositioning of a unit is required in order to facilitate the removal of debris for reconstruction of a pre-existing residence on a site or other reason deemed to be in FEMA’s or the applicant’s best interest.

4.m.1. As required, the Contractor shall follow the relevant procedures described in the permanent unit deactivation procedure and the relevant portions of the haul and install procedures.

Relocation (MH/PM)

4.n. Relocate the installed Unit from one site to another.

4.o. Note: The Contractor shall use the same material used in the original installation to re-install the unit, as long as the material is in good condition. The task will be complete and the unit RFO within three (3) days of permit issuance. Complete deactivation and reinstallation of the unit shall be completed within twelve (12) hours. Permitting applications shall be completed before movement of the unit.

4.o.1. As required, the Contractor shall follow the relevant procedures described in the permanent unit deactivation procedure and the relevant portions of the haul and install procedures.

4.o.2. The relocation of the unit may be in the same site or the unit may be transported to a different FEMA approved site.

4.o.3. Mileage costs for Relocation are included under this CLIN.

Install Power Pole/Pedestal and Meter Loop Service

4.p. The Contractor shall install an electric assembly. The assembly shall be the appropriate AMP (120/240-volt service) with a weatherproof, rain-tight locally-approved meter box and junction box containing the appropriate circuit breakers.

4.p.1. Furnish and install temporary power pole/pedestal and meter-base.

4.p.2. All components shall be installed in accordance with the National Electric

Code (NEC). All conduit connections on the meter pole/pedestal shall be water-tight. Power pole/pedestal dimensions shall meet minimum requirements.

4.p.3. The Contractor shall meet all State and local codes. The Contractor shall have all appropriate permits and licenses.

4.p.4. The unit of issue is each for the following install power pole/pedestal and meter loop CLINS.

Deactivation (MH/PM)

4.q. The Contractor shall deactivate, remove from site, and have units ready for transportation to locations identified and directed by the COTR. Deactivations occurring for time periods for less than a month will be paid a prorated Monthly Maintenance Fee. The cut-off date is the date the deactivation work order is received by the contractor. The Monthly Maintenance Fee Unit of Issue will convert from Month to Day. Example: Monthly Maintenance Fee ($275*12)/365=$3300/365=$9.04 per day). The Contractor is paid for a Monthly Maintenance Fee; therefore it makes no difference if the preventive maintenance inspection and repairs have been completed for the month the deactivation occurs.

Mileage costs for Deactivation are included under this CLIN up to 150-miles of Contractor’s Base of Operation. Distances beyond the 150-miles for Deactivations of temporary housing units are additive contract costs per mile beyond 150-miles from the contractor’s Base of Operations and will be covered under the Transportation Mileage CLIN’s.

4.q.1. Process: The following procedures will be utilized in the performance of all deactivation activities. The tasks described herein do not indicate the method, priority or sequence of actions.

4.q.2. Deactivation Preparation:

4.q.2.i. Pull the steps or ramps away from the unit and remove the step anchors from the steps and ground, as appropriate.

4.q.2.ii. Remove all anchors, poles where necessary, straps, clamps, and tie down bolts, backfill all holes resulting from installation. No anchors will be cut and left in the ground.

4.q.2.iii. Remove any skirting that has been placed around the base of the unit.

4.q.2.iv. Shut off and disconnect the LP gas at the source.

4.q.2.v. Disconnect the gas line at the entrance to the unit and securely cap the unit supply line, as appropriate.

4.q.2.vi. Notify the gas supplier in writing that services are no longer required (if applicable).

4.q.2.vii. Disconnect the electric power source at the service entrance box and at the unit junction box. The electrical service entrance cable is to be cut off a minimum of six (6) inches below grade, as appropriate.

4.q.2.viii. Locate the cable and telephone lines and appropriately disconnect if applicable.

4.q.3. Water and Sewer:

4.q.3.i. Locate the water service box and shut off the water supply.

Disconnect the water connection from the water supply.

4.q.3.i.1. Disconnect and remove the heater cable (if applicable) and insulation. Disconnect the water connection pipe from the unit supply pipe.

4.q.3.ii. Ensure that the toilet, sanitary line, and holding tank (if applicable) are free of sewage. Holding tanks shall be rinsed, the contents emptied until the liquid runs clear and free of any solids, and the valve shall be closed during transport. The Contractor shall have a suitable container to catch any liquid that may escape from the tank during the valve opening procedure. The

Contractor shall properly dispose of any material that escapes into the Contractor provided container.

4.q.3.iii. The valve shall be opened at the staging/storage site to ensure compliance with the above requirements.