Attachment_C_Armed_Security_Services_QASP.pdf

HSFE20-17-R-0007

CDP Armed Security Guard Services

Attachment C

Quality Assurance Surveillance Plan

FEDERAL EMERGENCY MANAGEMENT AGENCY

CENTER FOR DOMESTIC PREPAREDNESS

QUALITY ASSURANCE SURVEILLANCE PLAN

Armed Security Guard Services

I. Objective:

The purpose of this plan is to provide a quality surveillance plan for security services performed at the Center for Domestic Preparedness (CDP) Campus, 24 hours a day, 7 days a week, 365 days a year (24x7x365). This plan provides a basis for the Contracting Officer's Representative (COR) to evaluate the quality of the Contractor's performance. The oversight provided for in the contract and in this plan shall ensure service levels reach and maintain the required levels throughout the contract term. This plan shall provide the COR with a proactive way to avoid unacceptable or deficient performance, and provide verifiable input for the required annual past performance evaluations.

II. Performance Standards:

A. Frequency: The COR shall evaluate the current levels of performance according to the standards set forth in this contract. During performance of this contract, the COR shall take periodic measurements as specified and shall analyze whether negotiated frequency of measurement is appropriate for the work being performed.

B.. Management Responsiveness: The COR shall determine whether the Contractor has managed the contract effectively and efficiently with successful and timely response in protecting CDP personnel, facilities and property, screening and escorting visitors, monitoring surveillance equipment, etc.

III. Evaluation Methods:

The COR shall conduct performance evaluations based on the required performance levels as set forth in the contract.

A. Service Level Monitoring: The Contractor shall provide sufficient qualified personnel to provide security services for the CDP Campus, 24x7x365. Customer/visitor feedback shall be sought to ensure complaints, investigative reports, and responses to alarmed sites are resolved as quickly and efficiently as possible.

B. Certification: Prior to contract award, the Contractor shall provide the COR all certificates, medical evaluations, and other required permits for all individuals.

C. Visual Inspections: The COR shall conduct routine visual inspections (EXHIBIT 1) to ensure duties are being performed correctly, uniforms are worn properly, and routine checks to make sure firearms are returned to and inspected by the supervisor at the end of shift.

D. Safety Precautions: The Contractor shall provide the COR with its safety procedures to ensure operations are performed in a safe manner. This includes methods that ensure continuous strict adherence to proper safety procedures, particularly firearms safety.

IV. Measures:

1. ACCESS CONTROL

Performance Objective: The Contractor shall respond in a courteous and professional manner to information requests by anyone at all times. The Contractor shall verify identification of all persons entering the CDP Campus parking lots and buildings and/or issue/recover appropriate individual access control cards. Through technical direction, the COR or the Alternate COR, may require the Contractor to inspect packages, handbags, vehicles, etc., to detect weapons, contraband and the like through the use of visual inspection, Magnetometers, X-Ray and/or hand wands.

Performance measures:

a. Respond to information requests immediately.

b. Review of identification is timely, accurate and complete and appropriate access control documents are correctly issued/recovered.

c. Prepare daily staff journal reports and incident reports.

2. FIXED POSTS

Performance Objective: The Contractor shall man fixed posts/stationary positions at the entrances to buildings or at other designated areas as designated in the contract and/or directed by the COR to ensure only authorized access. The Contractor shall monitor closed-circuit television, fire alarm systems, intrusion detection equipment, and alarm monitoring equipment, or other such equipment, in order to dispatch security officers promptly to respond to emergency situations.

a. Fixed posts shall be properly manned at all times.

b. Shift Supervisors will be immediately notified of all incidents.

c. Security officers shall submit a written incident report to the Supervisor within a two-hour timeframe.

d. All written incident reports must be clear, accurate, and complete.

3. ROVING PATROL

Performance Objective: The Contractor shall assign Roving Patrol Guards in accordance with routes and schedules established in the Post Orders. Procedures for Roving Patrol Guards shall include, but are not limited to the following:

a. Hazardous Conditions: Report, in written format, daily, in accordance with procedures in the Officer Duty Book, any hazardous or potentially hazardous conditions and items in need of repair, including but not limited to; inoperative lights, emergency equipment (strobes/horns) not operating properly, leaky faucets, toilet stoppages, broken or slippery floor surfaces, etc.

b. Additional Duties may include: Turning off unnecessary lights, securing empty offices, opening and closing (secure) doors, windows and gates, etc.

Performance measure:

The guard shall immediately report to the Supervisor any deficient areas throughout CDP buildings and properties. A report shall be submitted daily to the Supervisor, by the end of the guard shift. The report must be accurate, complete and timely.

4. INJURIES AND ILLNESSES

Performance Objective: The Contractor shall obtain medical assistance when necessary in the event of injury or illness to anyone in CDP protected space or on government owned property, in accordance with the Officers' Duty Book. The Contractor shall escort medical personnel to the scene and control the scene so medical personnel can perform duties unhindered.

a. The guard shall immediately report all incidents to the Shift Supervisor.

b. The guard shall prepare a written report 2-hours after reporting the incident.

c. A report shall be submitted to the Supervisor by the end of the guard shift. The report must be accurate, complete and timely.

5. PERSONAL ESCORT DUTIES:

Performance Objective: If/when required, the Contractor shall provide a personal escort for designated personnel, when the COR or duly authorized Government representative gives direction, to deter threats to the personal safety of these individuals.

a. The Contractor shall log in all escorted personnel and their destination, prior to beginning the escort and log out the escorted personnel upon exiting the property.

b. If required, a daily report is submitted to the Supervisor, by the end of the guard shift of all escorted parties.

6. BUILDING RULES AND REGULATIONS:

Performance Objective: The Contractor shall monitor building occupants and visitors' behavior to ensure compliance with posted building rules and regulations.

a. Notifications of building rule violations are made immediately to the Supervisor.

b. Verbal notification is made immediately to the COR.

c. A written report is submitted to the COR, through the Supervisor, by close of business the next business day; report is complete and accurate.

7. LAW AND ORDER

Performance Objective: The Contractor shall enforce law and order on CDP properties in accordance with the contract and Federal, State and local laws and regulations. In performance of these prescribed security duties, the Contractor shall be responsible for the detection, detention and reporting of any person or persons attempting to or gaining unauthorized access to CDP facilities.

a. Notification is made immediately to the Supervisor when any unauthorized attempt to access CDP properties occurs.

b. Incident reports are submitted to the Supervisor within 2 hours of the incident, report is complete and accurate.

8. EMERGENCY/SPECIAL KEYS:

Performance Objective: The Contractor shall have control of and store Emergency/Special Keys issued by the CDP. The Contractor shall administer the CDP Key and Lock Control Program and receive, issue, and account for all emergency/special keys to various offices, gates, perimeter doors, etc., to CDP protected space.

a. A daily report is submitted to the Supervisor, specifying all keys issued and to whom.

b. Contractor shall complete key and lock control documents accurately.

9. SECURITY AND FIRE SYSTEMS:

Performance Objective: The Contractor shall monitor the fire alarm systems, intrusion detection systems, security video surveillance systems and other protection devices or building equipment, responding to all emergency alarms.

a. Report immediately to the Supervisor all security and fire systems incidents.

b. Reports are submitted at the end of shift to the Supervisor and included in the

Daily Staff Duty Journal; reports are complete and accurate.

10. LOST AND FOUND:

Performance Objective: When the Contractor receives notification of a found item, the Contractor shall make a receipt for the item, store and transfer the found item(s) to the COR.

a. The officer shall immediately log in the item upon receipt/possession.

b. A report is submitted to the Supervisor, by the end of the guard shift, outlining the description of the item, where found; report is complete, accurate and timely.

11. FLYING FLAGS:

Performance Objective: The Contractor shall fly the United States, State of Alabama and Department of Homeland Security flags at locations directed by the COR (which includes taking the flags down at sunset, where required, and putting them up at sunrise, to include holidays and Presidential proclamations). Frayed and worn flags shall be reported to the COR, for replacement by the Agency.

a. Flags shall be raised and lowered, in accordance with the Federal flag protocols.

b. The guard shall immediately report frayed and worn flags to the Supervisor.

c. A report of frayed and worn flags is submitted to the Supervisor by the end of the guard shift, report is complete; accurate and timely.

12. CIVIL DISTURBANCES/CRIMINAL ACTS:

Performance Objective: The Contractor shall perform other security functions, as may be necessary, in the event of situations or occurrences such as civil disturbances or attempts to commit other criminal acts adversely affecting the security and/or safety of the Government, its employees, property, and the general public lawfully in CDP facilities and properties.

a. Immediately report all disturbances to the Supervisor.

b. A report shall be submitted to the Supervisor two hours after the disturbance, report shall include events, locations and all other pertinent information. Report is complete, accurate and timely.

13. EMERGENCIES

Performance Objective: In case of an emergency situation, the Supervisor has the right to direct the activities of the guard force in order to coordinate the timely response to the emergency. All such direction shall be issued through the COR. Examples of emergencies include; such things as bomb threats, hazmat situations, fire, imminent or the potential for imminent personal danger to Government/CDP employees, students, visitors, etc.

a. Preferred Response - The Supervisor and officers on roving patrol shall respond to emergencies before using officers at fixed posts. Emergency response shall not extend beyond four (4) hours without oral or written authorization from the Contracting Officer.

b. Notifications - The Supervisor shall immediately notify the COR or Alternate COR of action(s) taken during normal business hours, i.e., emergency situations such as hazmat reports, fire, injuries, thefts, etc.

c. No additional costs shall be charged to the Government for the diversion of manpower and the Contractor shall not be penalized for the normal daily work not performed, which was otherwise scheduled, during the authorized diversion. A record of the diversion, with explanation, shall be prepared and forwarded to the COR the next duty day.

a. Immediately report emergency situations to the Supervisor.

b. Immediately notify the COR of the situation and action taken.

c. Emergency procedures are followed in accordance with the terms of the contract.

d. Within 2 hours of the emergency, a report is submitted to the Supervisor, who includes a report of diversions with an explanation; report is complete, accurate and timely.

14. INCIDENT REPORTS

Performance Objective: The Contractor shall prepare all necessary reports concerning incidents, accidents, hazmat situations, fires, bomb threats, unusual incidents, or unlawful acts for submission to the COR, or Alternate COR. Such incidents shall be entered in the Officer's duty log and an Incident Report prepared. All such reports shall be recorded on forms furnished by the Government, and shall be completed prior to the officer’s end of scheduled shift. All officers who respond shall prepare separate reports giving their knowledge of the incident. For most instances, two or more officers shall prepare reports on the same incident. The Supervisor shall review all reports and prepare a summary of the total response to an incident within twenty-four hours.

Performance measures: Incident reports are submitted to the Supervisor within 2 hours of incident; reports are complete, accurate, and timely.

15. PROPERTY MOVEMENT CONTROL

Performance Objectives: The Contractor shall identify and account for Government property being removed from CDP properties. Verify authority for the property to be removed in accordance with Government/CDP rules and regulations.

a. The Contractor shall record all Government property being removed.

b. A report is submitted to the Supervisor for inclusion in the Daily Staff Duty Journal;

report is accurate, complete and timely.

16. TRAINING

Performance Objective: The Contractor is responsible for ensuring all contract employees receive and successfully complete all required training prior to starting work on the contract. The training requirements are specified under EXHIBITS 2, 3 and 4.

a. Training is conducted by qualified Contractor personnel.

b. Training Schedule is in accordance with contract requirements;

1. The Training Schedule, EXHIBIT 5, shall be prepared by the Contractor and submitted to the Contracting Officer and Contracting Officer's Representative, within ten (10) days after receipt of the contract award notice, for approval and coordination. The Government reserves the right to modify, and/or revise the Training Schedule, as deemed necessary for the integration and scheduling of Government provided training (the Contractor should not submit any additional costs for revisions or amendments, unless such revisions or amendments result in an increase to required training hours or otherwise affect the cost of providing the required training). The Contractor shall follow the format of EXHIBIT 5;

Training Schedule, in preparing and reporting scheduled training.

c. Instructor Qualifications

The Contractor shall provide the instructor for all formal training. The instructor is to be certified to instruct or teach the specific subject or topic required. Documentation of certification to instruct the specific subject shall be in the form or a certificate issued by an accredited institution of learning (school, college, university, etc.), a government (Federal, State, County, etc.) educational certification body (agency board, commission, etc.) or by documentation that the person instructing has sufficient experience in/with the subject to be able to instruct the subject in an authoritative, practical and current manner.

Such certification (documentation) shall be current (by date) and shall meet the approval of the Contracting Officer's Representative. Copies of the instructor's certifications and documentation shall be submitted to the Contracting Officer's Representative prior to instruction/training class. A qualified shift supervisor shall provide all on-the-job training and documentation of such training shall be provided to the Contracting Officer's Representative.

d. Lesson Plan and other Training Materials

The Contractor shall provide one (1) copy of lesson plans and master training schedules to the COR within 3 days after the award and prior to performance of the contract. The lesson plans shall detail the presentation of all of the subjects listed in EXHIBIT 2. The Contractor shall be responsible for duplicating references, instructional materials, student handouts and other training materials as necessary to conduct training.

The CDP requires armed security guard services at the CDP campus located at 61 Responder Drive, Anniston, AL 36205.

The CDP Campus is comprised of 48 buildings incorporating approximately 944,076 square feet, located on approximately 184 acres. Access to CDP property and facilities is controlled by a physical access card system (PACS), and contract armed security officers. There are approximately 850 employees and 350 students on the CDP campus.

It is a 24-hour, seven day a week operation. The six CDP campus enclaves are rated as Level II to Level IV facilities in accordance with the Interagency Security Committee criteria.

e. Facilities

The Contractor shall insure that Contractor-presented training is conducted in an environment conducive to the presentation, application, and reception of the lesson objective(s). The Contractor shall identify the training facility to be used on EXHIBIT 5, Training Schedule and Plan. The Contracting Officer's Representative reserves the right to approve or disapprove the scheduled site. In the event of a dispute the matter shall be referred to the Contracting Officer.

Training presented by the Government shall be conducted at a site selected by the Contracting Officer's Representative.

f. Firearm Instruction and Qualification

The Contractor shall provide instruction in the nomenclature, functions, and proper and safe use of the firearm, and shall semi-annually qualify each prospective guard by the anniversary of their original enter on duty date for this contract with the issued firearm.

The criteria and standards set forth in EXHIBIT 3, Description of Training to be provided by the Contractor, and EXHIBIT 4, Requirement of Alabama Peace Officers Standards and Training (APOST) Commission’s 50 Round Basic Police Handgun Course FBI-Q Target and APOST Commission’s Basic Police Shotgun Familiarization Course FBI-Q Target shall be used. All instructors and qualifying APOST officials are subject to the approval of the Contracting Officer's Representative. Written certification of each prospective employee's firearms qualification as verified on APOST Form 5 and 5B shall be submitted to the COR prior to the employee's entry to duty. Unless qualified with the issued .40 caliber firearm, with a minimum score of 70, a prospective employee cannot perform duties under the terms of this contract.

g. Final Examination

Upon completion of training, and before assignment to duty, all guards required to undergo training shall be given a written examination administered by the Contractor and approved by the Contracting Officer's Representative. The examination shall consist of fifty (50) questions pertaining to the subject material identified in Exhibit 2, Training Requirements. To be eligible for this contract a guard must achieve a score of 75% correct answers or better. The Contractor shall certify scores. A written certification of test scores shall be provided to the COR.

h. Follow-up Orientation

The Contractor shall provide follow-up orientation for each employee within fourteen calendar (14) days of his or her initial assignment to duty. This orientation may be accomplished while the guards are on duty. The Contractor shall certify, in writing, to the Contracting Officer's Representative as to the completion of follow-up orientation for each guard. The follow-up orientation shall include the following reinforcement instruction:

(1) Facility organization and operations, (one (1) hour)

(2) Policy and specific procedures for responding to emergencies, bomb threats, incendiary devices, disasters, etc., (one (1) hour)

(3) Locations, procedures for and operation of fire alarms, sprinkler valves, and fire fighting equipment (one (1) hour)

(4) Procedures for the operation of security systems (one (1) hour)

(5) Access Controls, including one-on-one, On-The-Job Training (OJT) assignment(s) to gate(s) and access portals (four (4) hours)

(6) Post Orders and operations, (four (4) hours).

i. Evaluation of Training

The Contracting Officer's Representative shall evaluate the quality and completeness of training provided all contract personnel. Evaluations shall include reviews of techniques and methods of instruction, motivation, adequacy of classroom and supportive adjunct training materials and individual guard retentiveness.

When deemed appropriate, the Contracting Officer or the COR may request that alterations, changes, or modifications are made in the Contractor's training plans, program, schedule, and/or instructor cadre.

j. Waivers

Training waivers are not authorized.

k. Make-up Training

When necessary, the Contractor shall schedule guards, unable to attend regularly scheduled training, to make-up training sessions. The Contractor shall submit a monthly report to the COR on all training conducted.

EXHIBIT 1

CONTRACT SECURITY OFFICER INSPECTION REPORT

DATE: INSPECTION TIMES

BEGIN: END:

CONTRACTOR:

CONTRACT #:

INSPECTION REPORT #

INSTRUCTIONS: Check the appropriate block. Make comments only on the items checked "N".

P O S T I N S P E C T E D

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1. Was post staffed as required?

2. Was Security Guard alert?

3. Was Security guard in full uniform and did he/she present a neat appearance?

4. Was Security Guard observed, adequately performing post duties?

5. Were all required Incident Reports prepared and forwarded timely/accurate?

6. Did Security Guard have a valid Gun

Permit?

7. Are weapons properly stored/or worn?

8. Did supervisory contract personnel properly inspect all guards/posts?

MISCELLANEOUS CONTRACT REQUIREMENTS/INSPECTION

YES NO

1. Are all keys accounted for and use documented?

2. Are procedures for documentation of events (hazardous conditions due to weather or faulty equipment) being followed?

3. Are Lost & Found procedures followed?

4. Access control procedures followed?

5. Is the Flag properly displayed?

COMMENTS:

COR’s Signature & Date:

Contractor's Representative Signature & Date:

LEGEND: Y = YES N = NO N/I = NOT INSPECTED N/A = NOT APPLICABLE

EXHIBIT 2

DESCRIPTION OF TRAINING TO BE PROVIDED BY THE CONTRACTOR

SUBJECT

HOURS

DESCRIPTION

General Job Training 9 Overview of the Agency; Roles of an Armed Security Officer; Ethics & Professionalism; Contractor Company Administration; Post Duties

Human Interaction and Customer Service

20 Principles of Communications;

Professional Public Relations;

Understanding Human Behavior

Weapons and Defense Tactics 64 Defensive Tactics; Use of Handcuffs; Use of Intermediate Weapons; Use of Firearms; Initial Weapons Qualification

Inspections 12 Screener Training; Examining Identification & Credentials

Law Enforcement Support 11 The Law, Legal Authorities, Jurisdiction, and Responsibilities;

Crimes & Offenses; Search and Seizure; Authority to Detain; Use of Force; Crime Scene Protection;

Rules of Evidence; Crime Detection, Assessment and Response

Patrol 6 Importance of Patrol Methods and Patrol Hazards

Communications 6 Records, Reports and Forms;

Agency Specific Training;

Communications Equipment

Emergency Response 24 General Response Procedures;

Safety and Fire Prevention; Special Situations; Code Adam; Terrorism, Anti-Terrorism, and Weapons of Mass Destruction; Bomb Threats and Incidents; Hostage Situations, Sabotage, and Espionage; Civil Disturbances; Workplace Violence and Active Shooter; Cardio-pulmonary resuscitation (CPR), automatic external defibrillator (AED), First Aid; Emergency Communications; Agency Specific Training

Annual Refresher Training 40 (See Training Subjects listed above)

Annual Security Force Incident Response Training

40 Response Exercises for active shooter, perimeter/facility penetration attempts, toxic chemical agent/storage facility incidents, et al.

EXHIBIT 3

ALABAMA PEACE OFFICERS STANDARDS AND TRAINING COMMISSION’S

50 ROUND BASIC POLICE HANDGUN COURSE (FBI-Q TARGET)

I. General Information:

Firearm: .40 Caliber Glock Semi-Automatic Pistol; individually assigned and used in line of duty by the guard.

Equipment: Uniform, Belt, holster and cartridge pouch, body armor, protective eyewear and hearing protection

Ammunition: 50 Rounds, .40 caliber, full metal jacket, hollow point bullet

Firing Distances: 5 yards, 7 yards, 15 yards, 25 yards, Target: FBI-Q Silhouette

Commands: Range commands shall be determined by the range officer and/or the firearm instructor.

Consideration shall be given to the available physical facilities; i.e., facing targets, light signals, audible by either voice or whistle, etc.

II. Marksmanship Ratings: 100 Total Points Possible; 70 Points Required for Qualification

EXHIBIT 4

ALABAMA PEACE OFFICERS STANDARDS AND TRAINING COMMISSION’S

BASIC POLICE SHOTGUN FAMILIARIZATION COURSE (FBI-Q TARGET)

I. General Information:

Firearm: 12 Gauge Remington Model 870 Shotgun

Equipment: Uniform, cartridge pouch, body armor, protective eyewear and hearing protection

Ammunition: 10 Rounds, 12 Gauge 00 Buckshot, 9 Pellet

Firing Distances: 15 yards, 25 yards, 40 yards, 50 yards

Target: FBI-Q Silhouette

Commands: Range commands shall be determined by the range officer and/or firearm instructor.

Consideration shall be given to the available physical facilities; i.e., facing targets, light signals, audible by Either voice or whistle, etc.

II. Marksmanship Ratings: NA. Familiarization only.

EXHIBIT 5

TRAINING SCHEDULE AND PLAN

In addition to listing specific and other related information as shown below, attach a resume of each instructor.

This format shall be used for all training: initial and on-the-job.

DATE:

TIME:

SUBJECT:

NAME OF TRAINING FACILITY:

ADDRESS:

DAY:

MONTH:

FROM:

TO:

DESCRIBE SUBJECT-USE SHORT PARAGRAPH:

INSTRUCTORS:

FACILITY:

ADDRESS:

REMARKS:

EXHIBIT 6

REPORT OF TRAINING COMPLETION

NAME OF EMPLOYEE:

DATE:

The above named employee has completed training in the following subjects:

SUBJECT COMPLETION DATE COURSE HOURS

CONTRACTOR'S PRINTED NAME:

CONTRACTOR'S SIGNATURE: