Attachment_One_PWS.pdf

HSFE90-14-I-0005 / Attachment 1

U.S. Department of Homeland Security

Language Services

PERFORMANCE WORK STATEMENT

December, 2013

1.0 INTRODUCTION

The objective of this solicitation is to establish a blanket purchase agreement (BPA) for language services for the U.S. Department of Homeland Security (DHS). One of the largest cabinet-level departments of the Federal Government, DHS was created through the integration of all or part of 22 different federal departments and agencies. DHS is charged with diverse missions: preventing terrorism and managing risks to critical infrastructure;

securing and managing the border; enforcing and administering immigration laws;

safeguarding and securing cyberspace; and ensuring resilience to disasters, and carries out these activities throughout the country at both Washington, D.C. headquarters locations and regional field offices.

Homeland Security has come to mean more than the work of a cabinet Agency but “….the coordinated work of hundreds of thousands of dedicated and skilled professionals, and more than ever, of the American public, of our businesses and families, communities and faith-based groups.” (Former Secretary of Homeland Security Janet Napolitano, Third Annual Address on the State of Homeland Security, February 26, 2013, Washington, D.C., The Brookings Institution)

To fulfill the DHS mandates in all aspects of this homeland security enterprise, DHS requires ready access to a comprehensive set of high-quality language services for interactions with individuals whom DHS serves and encounters. This must include the full array of language services to ensure effective communication with persons who are non-or-limited English speaking (e.g., foreign language interpretation; translations) and those who have a range of communication access needs (e.g., sign language; computer assisted real time translation), and other language services that support DHS in carrying out specific law enforcement activities (e.g., transcription).

DHS language requirements are varied and extensive, covering domestic and international operations and hundreds of languages including languages frequently encountered and the rarest of languages that DHS has not yet encountered. Language services are needed for a range of interactions and activities, including critical interactions in which an individual’s health, safety, or liberty are at stake or where the integrity or success of a DHS program or any part thereof depends on accurate, timely, and complete language services. The elimination of language and other communication barriers improves the performance, quality, and efficiency of operations throughout DHS and promotes compliance with federal civil rights requirements.

DHS requires all commercially available and state of-the-art language services to be delivered in diverse contexts, locations, and settings and personnel possessing varied security clearances, skills, and knowledge. The common required elements for all DHS language services are high-quality language services delivered in a cost effective manner and with the highest degree of professionalism.

2.0 SCOPE

The Contractor shall provide language services as described in this Performance Work Statement (PWS) to meet the mission needs of DHS. As identified in individual task orders (TOs), the services provided under this BPA will support DHS on a worldwide basis. The Contractor shall furnish the necessary personnel, materials, equipment, facilities, travel (within 50 miles of the work site), and other services required to satisfy the task order requirements. While this PWS identifies general and minimum requirements, additional requirements and the specific scope for work required by individual Component, Program Office or Operation will be based upon each task order for which the Contractor submits a proposal, if selected for award.

The Contractor shall be prepared for maximum call volume at all times. For historical purposes only, FEMA used over 100M seconds in language interpretation services between the years 2005 and 2010. Most recently, over 70M seconds were used between July and Oct 2011 in response to Hurricane Irene. At a minimum, the Contractor shall be able to interpret at least 30M seconds worth of calls in any given month. The data provided in this FEMA example is limited to one aspect of language services provided to only one component of DHS. The following paragraph elucidates the number of components, directorates, and DHS offices that would be authorized to place orders off of this BPA.

All DHS Components, Directorates, and Offices, are authorized to award and issue Task Orders for language services from this Blanket Purchase Agreement (BPA) in order to fulfill their requirements. These Components, Directorates, and Offices of DHS include but are not limited to:

• U.S. Customs and Border Protection (CBP)

• U.S. Citizenship and Immigration Service (CIS)

• Department of Homeland Security Headquarters (DHS HQ)

• Federal Emergency Management Agency (FEMA)

• Federal Law Enforcement Training Center (FLETC)

• U.S. Immigration and Customs Enforcement (ICE)

• Transportation Security Administration (TSA)

• United States Coast Guard (USCG)

• United State Secret Service (USSS)

• National Protection and Programs Directorate (NPPD)

• Citizenship and Immigration Services Ombudsman (CIS OMB)

• Office for Civil Rights and Civil Liberties (CRCL)

• Office of Intelligence and Analysis (I&A)

• Office of Operations Coordination and Planning (OPS)

• Office of Public Affairs (OPA)

• Science and Technology Directorate (S&T)

2.1 General Requirements

2.1.1 In order to fulfill DHS’s various missions, DHS personnel require routine access to the full range of language services delivered in myriad contexts. The Contractor, therefore, shall provide the full range of language services as defined under GSA Schedule 738II Language Services1: translation services (381 1), interpretation services (382 2), training & educational materials (382 3), comprehensive linguistic analytical support services (382 4), services for the visual & hearing impaired (382 5), ancillary supplies and/or services (382 6), and new item technology (382 99).

2.1.2 The Contractor shall provide high-quality language services through qualified linguists as specified in the PWS, and the Contractor shall deliver these services in a cost effective manner and with the highest degree of professionalism.

2.1.3 DHS requires language services for anticipated and/or routine interactions as well as language services that support surges and emergency situations. Therefore, the Contractor shall have the capacity to meet higher demands and fulfill critical and time-sensitive homeland security language needs. For both routine and unexpected situations, the Contractor must be able to provide 24-hour a day, 7-days a week capability for certain services (e.g., telephonic interpretation and translation, Video Relay Interpreting or VRI) to meet some Components’ needs, minimum leeway times to provide specific services (e.g., on-site interpretation, American and other sign language interpretation), and minimum turnaround times to deliver completed products or make available Contractor personnel on site.

2.1.3.1 The government will not be charged for calls made unless a call is placed with the Contractor that results in the actual use of interpretation or monitoring services. The government should not be charged for calls abandoned by the interpreter, instances when confidentiality is violated, interpreter is recused for bias, when connectivity is lost, when the interpreter is not fluent, or when a Contractor’s employee has not received a favorable Entrance on Duty (EOD)decision from DHS.

2.1.4 The Contractor shall be capable of providing linguists and other personnel with varying degrees of security clearances as required by each Component, Program Office, or Operation as specified by the task order by the ordering entity.

2.1.5 The Contractor shall have rigorous quality control processes for all language services as detailed below, and these must be made available to DHS Contracting Officers for regular inspection and verification.

2.1.6. The Contractor shall furnish all personnel and necessary equipment, materials, transportation, security clearance, background investigation verification, and other items or services necessary to perform the work described in this PWS, except as specified as Government furnished.

1 All references to the GSA Schedule are for definitional purposes only. All vendors are encouraged to respond to this Performance Work Statement.

2.1.7 The Contractor shall supply qualified language specialists to work on-site at the locations required and specified in individual TOs from local sources when possible.

Cost associated with local travel shall not be charged to DHS Components, unless approved by the DHS Task Order’s Contracting Officer (TO CO) and/or Contracting Officer’s Representative (COR) and specifically authorized in the BPA task order(s).

Non-local, domestic and/or international travel may also be required. The Contractor must obtain prior approval for such travel from DHS TO CO and/or COR.

2.1.8 The Contractor shall have the capability of telecommunication technology (i.e., landline and cell phone, email, fax (machine or electronic) and basic internet function) to provide services.

2.1.9 The Contractor Project Officers shall be available to receive, confirm and process requests, based on Components’ needs which may be for eight hours, five days a week or 24 hours a day, seven days a week by previous arrangement, and particularly during catastrophic events to include Hurricane Season which starts on June 1st and ends around November 30th, annually.

2.2 Language Service Required

2.2.1 Foreign Language Interpretation

DHS requires in-person and telephonic interpretation of oral communication to and from English and foreign languages in a variety of settings including but not limited to: screening and processing of individuals, interviews, reading of rights, law enforcement operations, medical screenings, communicating processes and responsibilities, presentations and discussions which may include the public, telephone hotlines, call centers, and other telephonic assistance. [SIN 382-2 Interpretation Services: Interpretation includes but is not limited to: simultaneous, consecutive, escort, community, telephonic and voiceovers. Interpreter forums may include meetings, conferences, seminars, detention and holding facilities, litigation, briefings, and training. Client consultation and project management services provided for scheduling, assignment and logistical coordination of linguist support.]

• Interpreter/monitors: The Contractor shall be able to provide third-party interpreters (telephonically) to serve as monitors of interviews between DHS personnel and other interpreters (provided by applicants for immigration benefits).

In these cases, the interpreters monitor the interpreted interviews for accuracy.

• Sight Translation: The Contractor shall also be able to provide sight translation -translation of a written document into spoken/signed language.

• Telephonic: The Contractor shall provide interpreters for call agents to support caller data entry services to commercial sources or other Federal agencies.

o The Contractor shall provide sufficient employees to fulfill the “peacetime” and “disaster surge” requirements.

o The Contractor shall provide telephone, IT and any other platform or connectivity system access service on an as-needed basis 24 hours per day, 7 days per week, 365 days per year in accordance with this PWS.

o Provide toll free prompt access to skilled language specialists for the required language.

o When taking calls, language specialists must be located within the continental United States and its outlying territories (i.e. Puerto Rico, Guam, etc).

o When requested, the Contractor will ensure each language specialist be identified by a unique code that the Contractor has assigned to maintain confidentiality. Other coding may be required to identify government office location or personnel, as specified in individual task orders. The Contractor shall meet additional requirements as specified in each task orders specified by Components, Program Office or Operation.

o The Contractor shall confirm start and end times of the call.

o The Contractor must have a back-up plan in place to address any malfunction of its technical systems used to support telephonic interpretation.

o The Contractor shall meet the surge requirements of DHS, which are heavily dependent upon disaster activity as well as special campaign requirements. It is impossible to know exactly how many seconds worth of calls the Contractor will receive in any given period of time. Therefore, DHS does not guarantee a minimum amount of call volume the Contractor will incur, nor can it be predicted which months, days or time of day will be the busiest.

o The Contractor shall provide detail of all calls received at the Contractor’s switch (phone system) and their subsequent status, such as dropped call, deflected call, hang-up, or reached interpreter. In addition, the Contractor shall provide a definition of all possible call statuses. See Section 19.0 Deliverables.

The Contractor shall meet additional requirements in each task order as specified by Components, Program Office or Operation.

2.2.2 Translation

DHS requires translation of many kinds of written documents, including but not limited to forms, instructions, websites, surveys, handbooks, posters, websites, and reports. [SIN 382-1 Translation Services: Services include the translation of written, electronic and multi-media material to and from English and native Foreign languages. Materials include, but are not limited to: Business, Legal, Medical, Technical, Documents, Braille, Software, Website localization for Internet and Intranet, Video subtitling, captioning, and Transcriptions for Title-III Monitoring.

Client consultation and Project management services include translation formatting, proofreading, text adaptation, editing, graphic design, and desktop publishing.]

• Vetting: DHS requires a secondary review of documents that have already been translated to validate that the translations are of high quality and/or to make changes or corrections where necessary to ensure the translated material accurately translates the English-language text. The Contractor shall be able to provide this service.

2.2.3 Sign Language Interpretation

DHS requires sign language interpretation to help support effective communication and ensure equal opportunity for individuals who are employed by DHS and those who are served or encountered in DHS programs and activities. Sign language services, like foreign language interpretation, are required in diverse settings to include: screening and processing of passengers, interviews, criminal investigations, reading of rights, communicating processes and responsibilities, presentations and discussions involving the public. Services are also required in a variety of employment related contexts including but not limited to staff meetings, personnel interviews, trainings, and briefings. [SIN 382-5: Services for the Visual and Hearing Impaired: Services under this SIN enhance the accessibility and availability of the spoken and written word by those who are visually and/or hearing impaired. Sign Language Services include ASL/English, Manually Coded English, Pigeon Signed English (PSE), Contact Sign, International Sign Other services include Closed Captioning, Voice-overs, Textbook or Audio Script Translation, Website (HTML) and Online Document Translation with typesetting services, Telephone Services (TDD and TTY), Close-Captioning, Deaf Interpreting, Tactile, and Cued English Transliteration. Braille, Text Adaptation, and Section 508 Compliant Language Services are also provided under this SIN. Products may be offered under this SIN that complement the services outlined to provide a total solution for full accessibility of all forms of communication.]

• Sign Language of Other Countries: The Contractor shall also be able to provide sign language interpreters who are proficient and experienced in sign language of countries around the world (e.g., Mexican Sign Language) in accordance with Appendix A.

• The Contractor shall also be able to provide sign language interpretation of requested language into American Sign Language (ASL) or other English sign languages.

2.2.4 Transcription/Captioning Services

DHS requires transcription services of converting speech from audio/video sources or other format into a written or electronic text document to and from English and native foreign language. See Section 19.0 Deliverables. [SIN 382-1 Translation Services])

2.2.5 Video Remote Interpretation (VRI)

DHS requires Video Remote Interpretation (VRI) services to help support effective communication and ensure equal opportunity for individuals who are employed by DHS and those who are served or encountered in DHS programs and activities when in-person, on-site interpreting services are not immediately available. Professionals providing VRI services must have the same certification requirements as on-site sign language interpreters. The Contractor shall be able to use and provide videoconferencing technology, equipment, and a high speed Internet connection with sufficient bandwidth to provide the interpretation services of a qualified interpreter from one location to people at a different location(s). [SIN 382-5 Services for the Visual and Hearing Impaired] o The Contractor shall provide sufficient employees to fulfill the “peacetime” and “disaster surge” requirements.

o The Contractor shall be able to use and provide videoconferencing technology, equipment, and a high speed Internet connection with sufficient bandwidth to provide the interpretation services of a qualified interpreter from one location to people at a different location(s) o The Contractor shall provide access to Video Relay Interpreting services on an as-needed basis 24 hours per day, 7 days per week, 365 days per year in accordance with this PWS.

o The Contractor shall provide a secured Advanced Encryption Standards (AES) encryption or other functionally equivalent secured site.

o Provide toll free prompt access to skilled language specialists for the required language.

o When accessing VRI services, interpreters must be located within the continental United States and its outlying territories (i.e. Puerto Rico, Guam, etc).

o When requested, the Contractor will ensure each interpreter be identified by a unique code that the Contractor has assigned to maintain confidentiality.

Other coding may be required to identify government office location or personnel, as specified in individual task orders. The Contractor shall meet additional requirements as specified in each task orders specified by Components, Program Office or Operation.

o The Contractor shall confirm start and end times of the call.

o The Contractor must have a back-up plan in place to address any malfunction of its technical systems used to support video relay interpreting.

o The Contractor shall meet the surge requirements of DHS, which are heavily dependent upon disaster activity as well as special campaign requirements. It is impossible to know exactly how many minutes worth of calls the Contractor will receive in any given period of time. Therefore, DHS does not guarantee a minimum amount of call volume the Contractor will incur, nor can it be predicted which months, days or time of day will be the busiest.

2.2.6 Communication Access Realtime Translation (CART)

DHS requires Communication Access Realtime Translation (CART) services to help support effective communication and ensure equal opportunity for individuals who are employed by DHS and those who are served or encountered in DHS programs and activities. Also known as “real-time captioning” or “Computer Aided Real Time Translation” services, CART service is defined by National Court Reporters Association (NCRA) as “the instant translation of the spoken word into English text using a stenotype machine, notebook computer and realtime software. The text appears on a computer monitor or other display.”2 It is a “word-for-word speech-to-text interpreting service for people who need communication access and benefits people who are late-deafened, oral deaf, hard of hearing, or who have cochlear implants.”3 The Contractor shall be able to use and provide required CART equipment and software to provide the interpretation service of a qualified interpreter in variety of settings to different sizes of groups and types of audiences. CART services are required within and outside government facilities. Upon request, transcripts shall be made available following the provision of CART services upon request. See Section 19.0 Deliverables. [SIN 382-5 Services for the Visual and Hearing Impaired]

2.2.7 Braille Transliteration

DHS requires Braille transliteration services to help support effective communication and ensure equal opportunity for individuals who are employed by DHS and those who are served or encountered in DHS programs and activities. The Contractor will provide transliteration services into Braille to serve DHS’s internal and external stakeholders. See Section 19.0 Deliverables. [SIN 382-5 Services for the Visual and Hearing Impaired]

2.2.8 Reader Services

DHS requires individuals to serve as readers for individuals who are blind, have low vision, or who have other disabilities to read aloud written information for those individuals. The services will support effective communication and ensure equal opportunity for individuals who are employed by DHS and those who are served or encountered in DHS programs and activities. The Contractor shall be able to provide this service remotely or at specific DHS locations.

2.2.9 Web Localization

DHS requires web localization services to help adapt an existing website to local language and culture in the target language when needed. The Contractor shall be able to provide webpage content translation and full-scale website localization services. [SIN 382-1 Translation Services]

For web localization services the Contractor shall be able to translate/edit the files and re-code internal html (or similar) links on both the existing English pages linking to the multilingual pages and on the multilingual pages themselves to jump to and between the appropriate language pages, setting up file naming conventions for each language, QA/Editing, functional testing, and debugging the completed site in each target language.

The Contractor shall be able to perform scalable services in case there is a need to pick and choose particular sections from DHS websites.

2 Source: http://www.ncra.org/Membership/content.cfm?ItemNumber=9133&navItemNumber=11460 3 Source: http://www.ncra.org/files/MCMS/E8670014-A951-44EA-8752-EF6BE64E76F3.pdf

When requesting these services, the Contractor shall be able to provide an implementation plan and a project development timeline to include the following tasks, if required, and a specific quote request will be made before the job is assigned:

• Full-service support for all web content: text, graphics, multimedia, on-line help audio/video and animation;

• Full-scale web site localization testing and troubleshooting in all languages

(including double-byte and bi-directional languages) for testing site performance, link integrity, character encodings, and browser compatibility in multiple environments;

• Web site content management to support translation, localization, testing and uploading in multiple languages on a daily, weekly or monthly basis;

• Expert in-house engineering, testing and validation staff with experience in multilingual environments in HTML, XML, SGML, XHTML, ASP, CGI, Cold Fusion, Java, Java Script, Shockwave, Flash, and database technology.

See Section 19.0 Deliverables.

2.2.10 Desktop Publishing Services & 508 Compliance

The Contractor will provide desktop publishing services to ensure the translated documents follow the same layout and graphic design as the English source document. See Section 19.0 Deliverables. [SIN 382-5 Services for the Visual and Hearing Impaired]

About Section 508 The Contractor will provide conversion and adaptation document services to ensure all final products are 508 compliant to serve all agencies' internal and external stakeholders (as mentioned above).

In 1998, Congress amended the Rehabilitation Act to require Federal agencies to make their electronic and information technology accessible to people with disabilities. Inaccessible technology interferes with an individual's ability to obtain and use information quickly and easily. Section 508 was enacted to eliminate barriers in information technology, to make available new opportunities for people with disabilities, and to encourage development of technologies that will help achieve these goals. The law applies to all Federal agencies when they develop, procure, maintain, or use electronic and information technology. Under Section 508 (29 U.S.C. 794d), agencies must give disabled employees and members of the public access to information that is comparable to the access available to others.

More information about Section 508 is available at www.section508.gov

2.2.11 Installation, Setup & Repair of Simultaneous Translation / Interpretation Equipment

[SIN 382-6 Ancillary Supplies and/or Services] http://www.section508.gov/

2.2.12 Comprehensive Linguistics Analytical Support Services (CLASS) DHS requires Comprehensive Language Services in support of local, national, or global requirements that support the missions of military, law enforcement, homeland and national security organizations among others. [SIN 382-4 Comprehensive Linguistics Analytical Support Services (CLASS): Services include but are not limited to: Collecting, translating/interpreting and delivering mission related data;

performing data analysis; cultural consulting; role-playing; Title-III monitoring and intercepts; interview support, preparing related reports and assessments; forensic processing; screening; related project/program management and control for linguist screening and, recruitment; logistical coordination; site supervision and quality control of all related services. Linguists with security clearances are included in the above mentioned services. Services provided under this SIN must include communication from a source language to a target language.] See Section 19.0 Deliverables.

2.2.13 Foreign and Sign Language Instruction/Training and Assessment

DHS requires training/instruction and assessment for DHS personnel on a variety of language service needs to include foreign language acquisition; skills and ethics of foreign language interpreting; working with interpreters; sign language; support in developing or conducting training to supervisors and managers as well as front line and other personnel regarding interacting with Limited English Proficiency (LEP) persons and persons who need communication access; and in evaluating the effectiveness of such training programs. [SIN 382-3 Training and Educational Materials: Services include customized or standardized off-the-shelf Foreign Language training courses at on and off site locations in classroom, private, semi-private, tutorial and in-country immersion forums. Instructional training for various language proficiency levels and testing is included. Educational material in publication, software, audio and video formats may be provided.]

3.0 LANGUAGE SPECIALIST TESTING AND QUALIFICATIONS

3.1 Foreign Language Translation

• All - Minimum Requirements

Language specialists must:

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o The Contractor shall have a minimum of one year of training or related experience in the given field, whether it be foreign language translation and interpretation, sign language interpretation; working with, interacting with, and/or effectively communicating with persons with disabilities; and at least one year of experience that involves training program development, evaluation, or instruction in a program of training, o Have a demonstrated proficiency in English and the target language, with a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent, o Hold a certificate for professional interpreter training (at least 40 hours), o Adhere to American Society for Testing and Materials (ASTM) standards governing standards of professional conduct and ethics for interpreters and translators, o Be knowledgeable of specialized vocabulary (terminology) in both English and the foreign language related to the Components’ roles and missions.

• The Contractor shall present proof of language specialists’ qualifications upon request. The Contractor may request a waiver of this requirement on an individual language specialist basis.

• Additional Requirements will be specified in each TO by individual Component, Program Office or Operation.

3.2. Foreign Language Interpretation

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o The Contractor shall have a minimum of one year of training or related experience in the given field, whether it be foreign language translation and interpretation, sign language interpretation; working with, interacting with, and/or effectively communicating with persons with disabilities; and at least one year of experience that involves training program development, evaluation, or instruction in a program of training, o Have a demonstrated proficiency in English and the target language, with a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent, o Adhere to the American Society for Testing and Materials (ASTM) standards governing standards of professional conduct and ethics for interpreters and translators, o Be knowledgeable of specialized vocabulary (terminology) in both English and the foreign language related to the Components’ roles and missions.

• Additional Requirements as specified in each TO by individual Component, Program

Office or Operation. For example, additional requirements may include:

o For customer call centers: specific connection time with language specialists and on-demand services.

o Have training and/or certification in legal interpreting.

o Have training and/or certification in medical interpreting.

o Have training and/or certification in interpreting for victims of crime, torture, and/or persecution.

3.3 Sign Language

Sign Language Interpreters must:

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o Fluency in American Sign Language or requested sign system;

certification/qualification in interpreting and transliterating from English to ASL, or other sign system, and from ASL, or other sign system, to English, o Have a minimum of three years of experience that involved transliterating and interpreting through the use of ASL or other sign system and at least one year of experience that involved training program development, evaluation, or instruction in a program of training, o Be registered with the Registry of Interpreters for the Deaf (RID) and hold a certification of NIC (National Interpreter Certification) or CDI (Certified Deaf Interpreter) or have a state-equivalent certification/licensure, o Comply with the Professional Code of Ethics established by RID, o Have an Associate, undergraduate or graduate degree from an accredited college or university with major study of American Sign Language for professionals holding certification in ASL, as appropriate, o Have knowledge of vocabulary as it relates to persons with disabilities in the emergency management field.

o Have knowledge of vocabulary as it relates to persons with disabilities in the emergency management field.

o Have training and/or certification in legal interpreting/mental health/medical interpreting.

3.4 Video Remote Interpretation (VRI)

Professionals Providing Video Remote Interpreting services must:

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o Fluency in American Sign Language or requested sign system;

certification/qualification in interpreting and transliterating from English to ASL, or other sign system, and from ASL, or other sign system, to English, o Have a minimum of three years of experience that involved transliterating and interpreting through the use of ASL or other sign system and at least one year of experience that involved training program development, evaluation, or instruction in a program of training, o Be registered with the Registry of Interpreters for the Deaf (RID) and hold a certification of NIC (National Interpreter Certification) or CDI (Certified Deaf Interpreter) or have a state-equivalent certification/ licensure, o Comply with the Professional Code of Ethics established by RID, o Recommend an Associate, undergraduate or graduate degree from an accredited college or university with major study of American Sign Language for professionals holding certification in ASL as appropriate, o Have knowledge of vocabulary as it relates to persons with disabilities in the emergency management field.

o Have knowledge of vocabulary as it relates to persons with disabilities in the emergency management field.

o Have training and/or certification in legal interpreting/mental health/medical interpreting.

3.5 Communication Access Realtime Translation (CART)

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o Have at least three years’ work experience with individuals who are Deaf or Hard of Hearing in a professional setting to be documented, o Qualified/certified members in good standing of National Court Reporters Association (NCRA) or equivalent, o Must have one of the following certifications from NCRA or equivalent:

RPR- Registered Professional Reporter CRR- Certified Realtime Reporter RDR- Registered Diplomatic Reporter CCP- Certified CART Reporter CBC- Certified Broadcast Captioner o Able to interpret and transcribe technical terminology, laws, regulations, concepts, practices, legal terminology, etc. pertaining to criminal investigation, forensic services, treasury obligation, personnel & payroll operation. A working knowledge of acronyms used by the department and its divisions, o Must process knowledge of Deaf and Hard of Hearing Community and Deaf Culture.

3.6 Braille Transliteration

• All -Minimum Requirements o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen,

• Braille transcriptions will follow quality standards for Grade 2 Braille and be consistent with Braille code specifications set forth by the Braille Authority of North America (BANA).

3.7 Reader Services

o Be 18 years old or older, o Hold a high school diploma or equivalent, o Be a U.S. citizen or an alien who has been lawfully admitted for permanent residence; however if the Contractor will access the DHS network or intranet, they must be a US citizen, o Have demonstrated experience as a reader for individuals with disabilities, o Able to use clear pronunciation along with proper rate, tone, pitch and volume, and describe and articulate visually based items (graphical elements of paper documents, assistance with filling out forms, organization of physical files, layout of organizational/flow charts, and computer system information not read by screen reader software.

3.8 Knowledge and Familiarity with Specialized Terminology, DHS Acronyms, and DHS

Functions

3.8.1 Anti-Terrorism, Immigration Enforcement, Screening, Customs, Asylum and other immigration benefits

3.8.2 Medical/health Care and other technical/scientific/business fields

3.8.3 Legal/quasi-legal, including Civil Rights and Civil Liberties, adjudications, formal proceedings.

3.8.4 Disasters (e.g. building, household, automotive, and medical), Survival, Rescue

3.8.5 Homeland security technologies related to borders and maritime security, chemical and biological defense, cyber security, explosives, resilience (infrastructure protection), and disaster management and operations related to first responders.

4.0 QUALITY CONTROL

The Contractor must develop and maintain a Quality Control Plan (QCP) to be submitted and approved by the Government which will outline what systems and activities the Contractor will implement to ensure that all services are provided in accordance with this PWS and the BPA. The QCP will fulfill the following requirements:

• Establish an internal quality control, inspection and feedback system for all services required by the contract. Provide the means to identify deficiencies in services

• Provide procedures to correct deficiencies and prevent recurrence.

The QCP will include, but not be limited to, the following elements:

• Methods to test, train, evaluate, and certify language specialists. The Contractor will explain how they will certify the proficiency of each language specialist in English and the required language. The Contractor will explain how they will train language specialists in the procedures and terminology specific to the DHS operation or service.

• Methods to track timeliness and performance with respect to established standards for responsiveness and quality of service.

• Methods to measure the effectiveness of the Contractor's quality control actions.

• The QCP will also identify the individuals within the Contractor's organization with oversight authority over quality initiatives.

A draft version of the Quality Control Plan must be submitted with the Contractor's proposal. The Contractor will provide a final version of the Plan within 30 days after BPA issuance and will continue to update and revise the Plan as needed throughout the life of the BPA. The Contractor will submit a quarterly report that details actions taken, status and progress in implementing the QCP. See Section 19.0 Deliverables..

The Contracting Officer (CO), in writing, may require that the contractor remove any employee the Contracting Officer deems, a) not to be fluent in the language requested, b) careless, or c) otherwise objectionable. Corrective action may be taken to resolve and remedy situations involving any removed employees after notification details have been sent to the COR and CO in accordance with procedures of a Quality Control Plan of the Contractor.

The Contractor shall certify each translation and return said certification with the completed translation. The technical and linguistic accuracy of each translation is of paramount importance to the Government. Each translation is to be a complete, precise, idiomatically correct rendering from the source language into the target language and is to be reviewed and certified by the Contractor as a true and accurate translation of the document as admissible in court. The individual certifying the translation shall be a person other than the original translator and fluent in both the language being certified and English. The project will not be considered complete until the certification is received.

The Contractor shall complete Interpretation Certification Forms for each Interpreter assignment. The certification shall outline the date the work was performed and the hours that services were provided. The certification form shall be signed after completion of the assignment by the requestor and/or a point of contact involved with the assignment. The signed certification, along with the work order for the assignment, shall be attached to the invoice submission in order to receive payment.

5.0 SECURITY CLEARANCES

5.1 ALL/MINIMUM: Contractor personnel and language specialists shall meet MBI (Minimum Background Investigation (MBI) security level requirements specified in the sections below.

5.2 As specified in each task order by specific Component, Program Office, or Operation

6.0 CONFIDENTIALITY, PRIVACY, AND SECURITY CONSIDERATIONS

6.1 Non-Disclosure Agreements are required to be signed by all Contractor personnel when their role requires them to come into contact with Sensitive But Unclassified, Government procurement sensitive information, and/or other sensitive information, or proprietary business information from other Contractors. The Contracting Officer will provide the prescribed non-disclosure forms as necessary to the Contractor when circumstances warrant. The Contractor shall maintain, transmit, retain in the strictest confidence, and prevent the unauthorized duplication, use, and disclosure of information.

If required by the individual task order, the Contractor shall provide information only to Homeland Security Presidential Directive 12 (HSPD-12) cleared employees, Contractors, and subcontractors having a need to know such information in the performance of their duties for this project.

The recipient certifies in writing that they will take the necessary steps to prevent the unauthorized disclosure and use of information. The Contracting Officer shall provide the prescribed non-disclosure forms as necessary to the Contractor when circumstances warrant.

Information made available to the Contractor by the Government for the performance or administration of this effort shall be used only for those purposes and shall not be used in any other way without the written agreement of the Contracting Officer.

If public information is provided to the Contractor for use in performance or administration of this effort, the Contractor, except with the written permission of the Contracting Officer, may not use such information for any other purpose. If the Contractor is uncertain about the availability or proposed use of information provided, the Contractor will consult with the COR regarding use of that.

The Contractor agrees to assume responsibility for protecting the confidentiality of Government records which are not public information. Each employee or subcontractor of the Contractor to whom information may be made available or disclosed shall use the information provided only for a purpose and to the extent authorized herein. Penalties for non-approved release of privacy data shall be subject to penalties described in accordance with the Privacy Act of 1974, 5 U.S.C. § 552a.

http://www.justice.gov/opcl/privstat.htm

Performance of this effort may require the Contractor to access and use data and information proprietary to a Government Component or Government Contractor which is of such a nature that its dissemination or use, other than in performance of this effort, would be adverse to the interests of the Government and/or others.

The Contractor and its personnel shall not divulge or release data or information developed or obtained in performance of this effort, until made public by the Government, except to authorized Government personnel or upon written approval of the Contracting Officer. The Contractor shall not use, disclose, or reproduce proprietary data that bears a restrictive legend, other than as required in the performance of this effort. Nothing herein shall preclude the use of any data independently acquired by the Contractor without such limitations or prohibit an agreement at no cost to the Government between the Contractor and the data owner that provides for greater rights to the Contractor.

All deliverables, source code, reports, audio productions, and data received, processed, evaluated, loaded, and/or created as a result of this contract shall remain the sole property of the Government unless specific exception is granted in writing by the Contracting Officer.

The Contractor shall appoint a senior official to act as the Corporate Security Officer.

The individual will interface through the COR on all security matters, to include physical, personnel, and protection of all Government information and data accessed by the Contractor.

The COR shall have the right to inspect the procedures, methods, and facilities utilized by the Contractor in complying with the security requirements under this contract.

Should the COR determine that the Contractor is not complying with the security requirements of this contract, the Contractor will be informed in writing by the Contracting Officer of the proper action to be taken in order to effect compliance with such requirements.

6.2 This acquisition may require the Contractor linguists to have access to sensitive or classified DHS information. A DD Form 254, Contract Security Classification Specification, will be issued as appropriate with the task orders. BPAs can be issued to Contractors with and without security clearances. Competition for services that require access to classified information, which are expected to be few in number, will be restricted at the task order level, as appropriate, to those BPA holders with the necessary clearances.

6.3 A Contractor and its personnel/employees shall NOT keep any Personal Identifiable

Information (PII) obtained through language services performed under this contract.

The Contractor further certifies that it has a security policy in place that contains procedures to promptly notify any individual whose personally identifiable information (as defined by OMB) was, or is reasonably believed to have been, breached. Any notification shall be coordinated with DHS, and shall not proceed until

DHS has made a determination that notification would not impede a law enforcement investigation or jeopardize national security. The method and content of any notification by the Contractor shall be coordinated with, and be subject to the approval of DHS. The Contractor assumes full responsibility for taking corrective action, which may include offering credit monitoring when appropriate.

6.4 The Contractor shall appoint a senior official to act as the Corporate Security Officer.

The individual will interface with the COR on all security matters, to include physical, personnel, and protection of all Government information and data accessed by the Contractor.

The COR shall have the right to inspect the procedures, methods, and facilities utilized by the Contractor in complying with the security requirements under this contract.

Should the COR determine that the Contractor is not complying with the security requirements of this contract; the Contractor will be informed in writing by the Contracting Officer of the proper action to be taken in order to effect compliance with such requirements.

7.0 PERSONNEL SECURITY REQUIREMENTS

• During the period of performance of this BPA, the rights of ingress and egress to and from any office for Contractor’s personnel shall be made available, as deemed necessary by the Government. All whose duties under this BPA require their presence at any Government facility, shall be clearly identifiable by a distinctive badge furnished by the Government, or shall be escorted at all times if a visitor's badge is not available. In addition, corporate identification badges shall be worn on the outer garment at all times. Obtaining the corporate identification badge is the sole responsibility of the Contractor. All prescribed information shall immediately be delivered to the appropriate Government Security Office for cancellation or disposition upon the termination of employment of any Contractor personnel. All on-site Contractor personnel shall abide by security regulations applicable to that site.

• Contractor language specialists may be required to undergo additional Federal Government background checks to obtain access to DHS facilities, sensitive government information,and/or IT systems as specified in each task order by specific Component, Program Office, or Operation.

8.0 EMPLOYMENT ELIGIBILITY VERIFICATION (E-Verify)

Executive Order 12989 mandates the electronic verification of all employees working on any federal contract. Each interpreter employee working on this contract will successfully pass the DHS Employment Eligibility Verification (E-Verify) program, which is operated by the Department of Homeland Security in partnership with the Social Security Administration to establish work authorization.

Each language specialist working on this BPA shall be a United States citizen or an alien who has been lawfully admitted for permanent residence or other who possesses other lawful status and is authorized to work in the U.S. and possess a valid Social Security Card issued and approved by the Social Security Administration. The Contractor shall be responsible to the Government for acts and omissions of his own employees and for any subcontractor(s) and their employees.

Subject to existing law, regulations and/ or other provisions of this contract, illegal or undocumented aliens will not be employed by the Contractor, or work on this contract. The Contractor will ensure that this provision is expressly incorporated into any and all subcontracts or subordinate agreements issued in support of this contract.

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