Revised Attachment 1- PWS-inTransition Svcs 080625.pdf

DHA PWS Template V13 November 16, 2021

Department of Defense Defense Health Agency

Performance Work Statement inTransition Support Services

Behavioral Health Clinical Management Team Clinical Support Division, Medical Affairs

Solicitation Number: HT001125R0047 Version: 1

Date: 6 Aug 2025

November 16, 2021

PART 1

1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide inTransition Support Services.

1.2 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, and supervision necessary to facilitate inTransition Support Services as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this PWS.

inTransition Support Services will provide support to transitioning service members and/or veterans who are currently receiving psychological health (i.e., mental health or behavioral health) and/or moderate to severe traumatic brain injury (TBI) care. The program will also provide support to service members and veterans who wish to receive care at their new destination or with a new provider in their same location or wish to initiate psychological health care for the first time. inTransition support is achieved by establishing a contact center with adequate program staff and coaches capable of meeting the specific tasks outlined in this PWS.

The contact center will operate Monday through Friday Eastern Time (ET) and Pacific Time (PT), with the ability to accept inquiries via email, chat, and voicemail outside of the hours of operation defined in Section 1.7.3.

The contract requires licensed coaches who are trained and capable of providing mental health care. These licensed mental health professionals will bridge the gap between identification of and receipt of mental health care, as well as moderate to severe TBI care. The contract will provide services for a broad range of customers, to include Active-Duty service members, Reserve Component, National Guard, Coast Guard, and veterans.

1.3 Background: The Department of Defense (DoD) created inTransition in response to a 2007 report by the DoD Task Force on Mental Health. This report revealed a concerning number of service members were disengaging from mental health treatment as they transitioned from the DoD to Veteran Affairs (VA) healthcare systems. As a result, inTransition was established in 2010 to provide continuity of care support for service members, National Guard members, Reservists, and veterans seeking access to mental health care. The program was codified in DoD policy under Department of Defense Instruction (DoDI) 6490.10 Continuity of Behavioral Health Care for Transferring and Transitioning Service Members (latest version). Initially, inTransition was an “opt-in” support service for which eligible service members could choose to enroll in. However, in 2014, the Presidential Executive Action concerning “Improving Service Members’ Transition from DoD to VA and Civilian Health Care Providers” directed inTransition enrollment be mandatory for all transitioning service members receiving mental health treatment.

This action was subsequently codified in policy change to DoDI 6490.10, mandating that all service members who received mental health care within the year prior to separation be automatically enrolled in the inTransition program. Further, as a response to the U.S. Senate Committee on Armed Services Report for Fiscal Year 2019 “Warm Handoff for Transitioning Service Members Suffering from Posttraumatic Stress Disorder (PTSD) and TBI,” the program

November 16, 2021 was expanded to include providing services for those separating service members who received moderate to severe TBI care within the past year. inTransition procedures are codified in DHA- Administrative Instruction (AI) 6490.02 (latest version).

1.4 Objectives: The Contractor will provide inTransition Support Services through a contact center that provides response for customers by telephone, voicemail, website chat, email, and text messaging. The contact center will comprise an incoming triage service to respond to and direct calls and inquiries to the appropriate area (i.e., an inTransition coaching intake, external crisis line, etc.). The contract will also provide individual coaching support services to service members and veterans seeking a new mental health and/or moderate to severe TBI care provider or related resources. In addition, the contract will provide individual coaching support services to service members and veterans to maintain continuity of care as they transition between providers, geographic locations, and healthcare systems.

1.5 Scope: The scope of this effort encompasses all resources, processes, materials, equipment, technology, and facilities necessary to provide Active-Duty service members, Reserve Component, National Guard, Coast Guard, and veterans with support services available through the inTransition program. inTransition provides transition coaching services, referrals, and follow-up on the receipt of mental health and TBI care/support services.

inTransition “coaching to care” provides service members and veterans with a bridge of individual support when transitioning between health care systems and providers. inTransition coaches do not perform case management, nor deliver health care. inTransition contracted personnel will not provide therapy under the terms and conditions of this contract, nor are they a part of any direct health care service. Contracted personnel will not be required to confirm DoD/veteran status or eligibility for inTransition program services. Staff will support the service member or veteran in identifying and overcoming barriers to mental health care and help facilitate their connection to follow-on/desired health care and other support resources.

1.6 Period of Performance (PoP): The period of performance is for a 12-month base period, plus four, 12-month option periods.

1.6.1 Transition: Transition-in/Transition-out period IAW CDRL 4 & 5.

1.6.1.1 Transition-in period: Transition-in is defined as planning and implementing a complete transition to meet the requirements as defined in this PWS. Transition-in period shall not require more than 15 business days, and the incoming Contractor cannot perform under contract until the current contract ends. The transition-in period will include any onboarding and/or administrative actions, if applicable, at the incoming Contractor’s expense. The Contractor shall provide a draft Transition-in Plan for review and approval by the Contracting Officer Representative (COR) and Contracting Officer (CO) and a final plan within 5 days of contract award. The Transition-in Plan shall include, but is not limited to, the following:

• In-processing at the government facility for onsite Contractor personnel (e.g., CAC, training).

• Coordination with Government representatives;

• Review, evaluation, and transition of current support services;

November 16, 2021

• Development of schedule with timed activity sequencing charts, and established milestones;

• Development of the business rules for implementation of this transition-in support in conjunction with staff at DHA;

• Identification of all referral sources;

• Confirmation of program goals and success factors;

• Confirmation of how the program will be communicated;

• Development of talking points and rules of engagement for working with the service members, veterans, or their family, including person centric approaches with messages focusing on choice to participate;

• Assessment of synergies for communication of the program with other sources;

• Development and attainment of logistics and workflows for collaboration;

• Performance of in-service training with referral sources to ensure smooth interfaces;

• Employment of new staff for program;

• Completed customization of electronic record format;

• Test data transfers and aggregation initiatives to ensure robust data collection and reporting mechanisms;

• Selection of additional staff for program and orientation of all staff to the program;

• Allowance for software launch;

• Finalization of reporting processes; and,

• Contractor shall include their plan to shift to full performance on the 16th business day of performance (to include staff that meet the experience requirements and capable of providing full support IAW metrics and objectives and measures).

During the transition-in period, the Contractor shall prepare to meet all contract requirements and ensure incoming personnel are functionally trained and qualified on the full performance start date. Cybersecurity requirements will be fully met during the transition period and maintained throughout the life of the contract. Key personnel listed in 1.12 shall be available day one of award. All other personnel shall be available within 30 days of contract award.

1.6.1.1.1 During the transition-in period, the Contractor shall comply with the Common Access Card (CAC) requirements of DHA, as listed in paragraph 1.11.1, for personnel needing to be issued CAC identification, including DoD and DHA-directed training and forms submission, prior to network access.

1.6.1.2 Transition-out period: The transition-out plan shall facilitate the accomplishment of a seamless transition from the incumbent to an incoming contractor/Government personnel at the expiration of the contract.

The Contractor shall provide a draft Transition-out Plan for 15 business days of transitioning work from the existing contract to a new contract. This transition may be to a Government entity, another Contractor, or to the incumbent contractor under a new contract. In accordance with the Government-approved plan, the Contractor shall assist the Government in planning and implementing a complete transition from this contract to the new contract. This shall include formal coordination with Government COR and Contractor Program Manager (PM). It shall also

November 16, 2021 include delivery of copies of existing policies and procedures and delivery of required metrics and statistics. The Transition-out Plan shall include, but is not limited to, the following:

• Coordination with Government representatives;

• Review, evaluation, and transition of current support services;

• Transfer and transition of historical data collected to new contractor system, to include data dictionary for each type of data collected IAW CDRL 3;

• Transfer of all standard operating procedures, protocols, and assessments used by the contact center program staff and coaches;

• Transfer of hardware warranties and software licenses (if applicable);

• Transfer of all necessary business and/or technical documentation;

• Orientation phase and program to introduce Government personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes;

• Disposition of Contractor purchased Government owned assets, including facilities, equipment, furniture, phone lines, computer equipment, etc.; and

• Turn-in of all Government keys, ID/access cards, and security codes (if applicable).

The Transition-out Plan is to be submitted NLT 60 days before the final exercised option or end of contract, whichever comes first.

1.6.1.2.1 The Contractor shall comply with transition-out requirements of DHA for contractors who have been issued a CAC or who generate “records,” as defined by DoD (records manual), including DoD-directed disposition of records, and others displayed on the In/Out Processing Portal.

1.7 Administrative Specifications

1.7.1 Place of Performance: Work will be performed at the Contractor’s facility. However, the PM, Outreach Specialist, and Data Analyst should be available to attend monthly on-site meetings at the DHA Headquarters (HQ) in Falls Church, Virginia, as needed. The contact center will be based in the continental United States. All personnel will perform services at the Contractor’s facility, or remotely, if authorized by the Contractor.

1.7.2 Recognized Federal Holidays: Contractors are not required to perform services on the following recognized federal holidays below. Due to the nature of this contract, the Contractor shall provide an auto-response email, voicemail, and website chat auto-message during federal holidays, as well as outside of normal business hours. Services will resume next business day.

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Juneteenth Day Christmas Day Independence Day

1.7.3 Hours of Operation: Contractor personnel are responsible for conducting business Monday thru Friday between 0800 and 1700 ET and PT, except federal holidays. inTransition

November 16, 2021 inquiries made outside of these hours will be accepted via voicemail and email capabilities. The Contractor must maintain an adequate workforce to minimize interruptions in the specific tasks outlined in this PWS. To note, coaching services may be provided outside of these hours at the direction of the Contractor in accordance with service member or veteran individualized coaching needs.

1.8 Contractor Travel: Travel may be required to perform outreach services and attend monthly on-site meetings, as defined in Section 1.15.2 and Part 5. Costs associated with travel to DHA HQ are not reimbursable. Contractor personnel may be required to travel for conferences or presentations at Veteran Affairs (VA) facilities and military bases located within the United States. An After-Action Report will be submitted within 5 business days after the event IAW

CDRL 11.

All travel arrangements and costs associated with travel, to include transportation, meals, lodging, and incidentals, are the responsibility of the Contractor. Contractor shall be authorized travel expenses consistent with the cost principles and procedures in the Federal Acquisition Regulation (FAR) Part 31.2, Travel Costs. All travel requests require authorization and approval from the COR within 45 days of scheduled travel. Travel requests shall include planned flight itinerary, number of individuals traveling, estimated cost for incidentals and schedule. Invoices for travel will be submitted in Wide Area Workflow (WAWF) for review and reconciliation by the COR. The Government reserves the right to request any additional supporting documentation prior to approving invoices in WAWF for travel.

1.9 Other Direct Costs (ODC): ODCs consist of any cost associated with the performance of this contract, to include travel, contractor furnished supplies, equipment, and materials not otherwise provided by the Government (Part 3) and approved in advance by the COR. Refer to Part 4 for specific ODCs.

1.10 Quality

1.10.1 Quality Control (QC): The Contractor shall develop and maintain an effective QC program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services.

The Contractor shall prepare and submit a Quality Control Plan (QCP) that will demonstrate the Contractor’s ability to meet and maintain quality standards. At a minimum, the QCP must include a self-inspection plan, an internal staffing plan, and a quality management procedures and operations, response times to deficiencies, and customer satisfaction. A draft QCP shall be submitted to the COR and CO for review and approval prior to the contract start date. Once approved, the final QCP shall be submitted within 15 business days of award and will be updated annually thereafter. The Contractor will receive the CO’s acceptance in writing of any proposed change to the QCP within 15 business days of submission for approval IAW CDRL 7.

1.10.2 Quality Assurance: The government will assess the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan provides a systematic method for the Government to assess performance and to ensure that the

November 16, 2021

Contractor is meeting performance requirements. The QASP will coincide with the Performance Requirement Standards (PRS) as outlined in Section 7.1.1 of the PWS.

1.11 Contractor Personnel Requirements

1.11.1 Common Access Card (CAC): A CAC is the standard identification for eligible DoD contractor personnel. For all contractors who will require Government Furnished Equipment (GFE) or access to the DHA HQ, the Facilities Security Officer (FSO)/Company's Security point of contact (POC) will provide the Government all the required information per the DHA CAC Request Process as detailed at https://www.cac.mil/Common-Access-Card/Getting-Your- CAC/For-Contractors/ .

1.11.1.1 The Contractor will return all CACs to the COR upon early departure or expiration of this contract.

1.11.2 Contractor Onboarding and Training: Contracted personnel requiring GFE will complete all requirements, training, and forms as prescribed in the following requirements:

1.11.2.1 The DHA’s “Onboarding Checklist for Contractor Employees” is located at the DHA Onboarding and Offboarding Portal at https://info.health.mil/cos/admin/hr/IO/SitePages/Home.aspx

1.11.2.2 Contracted personnel shall comply with onboarding requirements of the DHA for contractors needing to be issued CAC identification, including DoD- and DHA-directed training and forms submission, prior to network access, as displayed in the In/Out-Processing Portal at:

https://info.health.mil/cos/admin/hr/IO/SitePages/home.aspx (note: Public Key Infrastructure (PKI)-restricted, printed versions available).

1.11.3 Physical Security: Contracted personnel shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each workday, government equipment and materials shall be secured.

1.12 Key Personnel (Contractor): Key personnel are required to ensure the success of this contract. The Contractor shall provide the following Key Personnel:

1.12.1 Program Manager (PM): The PM will be responsible for the overseeing performance of the contract. The Contractor shall designate a PM, and alternate, in writing to the COR and CO.

The PM, and alternate, shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The PM shall be available at the time of award and will work between 0800 to 1630, Monday thru Friday except federal holidays or when the Government facility is closed for administrative reasons. The alternate shall be available when the PM is unavailable and adhere to the same requirements of the PM.

1.12.2 Additional Key Personnel: The following personnel shall also be available at the time of award in order to maintain success of the program:

• Data Analytics Subject Matter Expert SME https://www.cac.mil/Common-Access-Card/Getting-Your-CAC/For-Contractors/ https://www.cac.mil/Common-Access-Card/Getting-Your-CAC/For-Contractors/ https://info.health.mil/cos/admin/hr/IO/SitePages/Home.aspx https://info.health.mil/cos/admin/hr/IO/SitePages/home.aspx

November 16, 2021

• Information Technology SME

• Contact Center coaches (two)

• Three contact center program staff

Key Personnel must meet the minimal qualifications as outlined in Section 7.1.4 of the PWS.

1.12.3 Key Personnel Replacements: For temporary and/or permanent replacement of any Key Personnel listed in Part 1.12.2, the Contractor shall provide a resume for review and approval to COR. Resumes shall be provided at least two weeks prior to making any personnel changes. The Government reserves the right to approve the most qualified candidate based on resumes provided. Any replacement personnel shall have equal or better qualifications as the individual being replaced. Also, the Contractor personnel must submit necessary information to be issued a clearance prior to reporting for performance.

1.13 Data Rights: The Government will retain rights to all data produced developing, deploying, training, using, and supporting DHA this contract. The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, if applicable, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the CO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights, refer to DFARS 252.227-7014 and DFARS 252.227-7020.

1.14 Reporting

1.14.1 Contractor Manpower Reporting: Not applicable

1.14.2 Non-Disclosure Agreement (NDA): All Contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA contractor NDA (DHA Form 49) prior to beginning work on the subject contract, refer to Section 7.1.3. The Contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors.

The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. The Contractor shall maintain originally signed NDAs of individual personnel and provide copy to the COR upon request IAW CDRL 1.

1.14.3 Government’s COR: The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of

November 16, 2021 technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the CO and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of this contract.

1.15 Contractor Identification

1.15.1 Contracted personnel performing services in a Government facility are required to possess and wear an identification badge that displays his or her name and the name of their company. All Contracted personnel shall identify themselves as contractor support personnel in all forms of communication with all entities with whom DHA has business dealings. The Contractor shall answer all telephone calls and have a personalized voice message with an introductory statement that includes the fact that the person is contractor support personnel.

Ensure all those with whom the person interacts in any face-to-face dealings while supporting the DHA understands that the person is contractor support personnel. Include a title block in all emails that states the fact that the person is contractor support personnel. Ensure all those with whom the person interacts in any face-to-face dealings while supporting DHA understands that the person is contractor support personnel.

1.15.2 Contracted personnel will be required to attend virtual, and occasionally, in-person meetings or otherwise communicate with Government and/or other contract representatives to meet the requirements of this contract. Contracted personnel shall make their contractor status known during introductions.

1.15.3 Contracted personnel, while performing in a contractor capacity, are prohibited from using their retired or reserve component military rank or title in any written or verbal communications associated with the contracts in which they provide services.

1.16 Contractor Access to DHA Network(s)

1.16.1 FSO/Security POC shall notify the DHA Personnel Security Office after being awarded a contract that requires access to a DoD system. Contracted personnel requiring access to the DHA networks for performance of their tasks require a background investigation and the security awareness training. The Contractor shall be prepared for this process as it could take two or more eeks. The FSO/Security POC shall submit a Standard Form (SF) 85/86 (Section 7.1.2) to DHA's Personnel Security Office for a background investigation. Follow the DHA Personnel Security Office guidelines for submittal of security clearances. Contractors requiring unclassified access may be granted interim access while their background investigation is being completed.

Conditions for interim access: A favorable review of their security questionnaire (SF-86);

favorable fingerprint checks; verification of US Citizenship; acceptable review of local records, if applicable. Defense Counterintelligence and Security Agency (DCSA) determines eligibility.

Standard Form (SF) 85/86 will be submitted via the National Background Investigation Services (NBIS) eApplication (eApp). The Defense Counterintelligence and Security Agency (DCSA)

November 16, 2021 has replaced the older eQIP (Electronic Questionnaires for Investigations Processing) system with the new NBIS eApp platform.

1.16.2 The FSO/Security POC must notify the Personnel Security Office when the contractor has submitted the SF 85/86. The FSO/Security POC, or the COR must notify the DHA Personnel Security Office in writing of a Contractor's termination from the contract, including the termination date.

1.17 Personnel Security

1.17.1 The Contractor shall comply with DoD Manual (DoDM) 8140.03 Cyberspace Workforce Qualification And Management Program (latest version); DoD Instruction (DoDI) 8500.01 Cybersecurity (latest version); DoDM 6025.18 Implementation of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule Compliance in DoD Health Care Programs, (latest version); DoDI 6025.18 HIPAA Privacy Rule Compliance in DoD Health Care Programs (latest version); and DoDM 5200.02 Procedures for the DoD Personnel Security Program (PSP) (latest version).

Contractor responsibilities for ensuring personnel security include, but are not limited to, meeting the following requirements:

1.17.1.1 Follow the DHA Personnel Security Office guidelines for submittal of security clearances. Contact the DHA Personnel Security Office for guidance on the appropriate background investigation required for personnel on the contract at dha.psb@health.mil.

1.17.1.2 Initiate, maintain, and document personnel security investigations appropriate to the individual’s responsibilities and required access to Controlled Unclassified Information (CUI).

1.17.1.3 DHA Personnel Security Office does not deny any access to any automated information system, network, or CUI. If a contractor receives an unfavorable background investigation, the request for access will be sent back to the FSO for further action. Any unfavorable adjudication will result in DHA Personnel Security Office not signing off on any access request.

1.18 Monthly Progress Report (MPR): The Contractor shall ensure that a MPR is submitted outlining the GFE inventory, billings, progress, status, and any problems/issues encountered in the performance of this contract IAW CDRL 2. The MPR is due 45 days after this contract is awarded and is due no later than the 15th day of each month thereafter. The Contractor shall require all subcontractors, if applicable, to provide input to the MPR where there are critical or significant tasks related to the prime contract. Critical or significant tasks shall be defined by mutual agreement between the Government and Contractor. The MPR will also include a log of all contact center activities (e.g., calls, emails, text messages, website chats, and coaching sessions). MPR format and any other items to be included will be directed by the Government.

1.19 Program Management Plan (PMP): The Contractor shall develop a PMP IAW CDRL 6 for approval by the COR. It will be used to manage, track, and evaluate the Contractor’s performance. The PMP shall consist of control policies and procedures in accordance with mailto:dha.psb@health.mil

November 16, 2021 standard industry practices for project administration, execution, and tracking. It shall include the following:

• Identification of milestones where Government information/activity is required and timeline dependencies for subsequent Contractor activities;

• Descriptions of the Contractor’s overall management approaches, policies, and procedures including suggested project metrics; and,

• A detailed staffing plan with key personnel identified by the Contractor and approved by the COR.

A draft PMP shall be submitted with proposal submission and the final PMP shall be submitted five (5) calendar days after the award. This PMP will be updated as required.

1.20 Continuity of Operations : During a disruption of normal operations, a national emergency, or during times of increased demand for program services, the Contractor shall be responsible for preparing and submitting Continuity of Operations Planning (COOP) and surge planning documents to adequately prepare for such events.

a. COOP The Contractor shall prepare and submit a COOP IAW CDRL 8. The COOP shall be submitted 10 calendar days after the contract award and updated on a quarterly basis. The COOP shall document Contractor plans and procedures to maintain operations during an emergency, to include:

• A description of the Contractor’s emergency management procedures and policy;

• A description of how the contractor shall account for its employees during an emergency;

• Planned temporary work locations or alternate facilities;

• How the contractor shall communicate with DHA during emergencies;

• A list of primary and alternate Contractor POCs, each to include telephone numbers and e-mail addresses;

• Procedures for protecting GFE (if any);

• Procedures for safeguarding sensitive and/or classified Government information (if applicable);

• Procedures for backing up all data sources; and

• A description of data security procedures.

The COOP shall be activated immediately after determining that an emergency has occurred, shall be operational within 12 hours of activation, and shall be sustainable until the emergency situation is resolved, and normal conditions are restored, or the contract is terminated, whichever comes first. In case of a life-threatening emergency, the COR shall immediately contact the PM to ascertain the status of any Contracted personnel who were located in Government controlled space affected by the emergency. When any disruption of normal, daily operations occurs, the PM and COR shall promptly open an effective means of communication and verify:

• Key POCs (Government and Contractor);

• Temporary work locations (alternate office spaces, telework, virtual offices, etc.);

• Means of communication available under the circumstances (e.g., email, webmail, telephone, etc.); and,

• Essential work products expected to continue production by priority.

The COR and the PM must make use of the resources and tools available to continue DHA contracted functions to the maximum extent possible under emergency circumstances.

b. inTransition Contact Center Surge Plan To manage potential significantly increased demand for services, the Contractor shall be prepared to have a team of contracted personnel available within 5 business days in preparation for a potential surge of contacts into the Contact Center, referrals to inTransition, and/or coaching services that are well above expected program capacity. Further validation of an actual surge would “activate” the surge team such that they are fulfilling all contract functions.

In the event the average contacts into and out of the Contact Center or coaching services increase 15 percent above the average numbers noted in Section 5.2.6 for a particular month, the Contractor shall ensure a sufficient number of Contact center staff are available to support this increase and ensure no delay in service member contact occurs.

The Contractor shall provide an inTransition Center Support Program Surge Plan and Metrics Report that includes, but is not limited to, the following:

• Number of available additional staff who can support the surge

• Approximate staffing to support the surge

• Delivery of results of contact surge metrics within 2 business days after each surge event

A Contact Center Surge Plan shall be due 30 days after contract award and will be updated as required with contact surge metrics for each surge event, submitted 2 days after each surge event

IAW CDRL 9.

INTENTIONALLY LEFT BLANK

November 16, 2021

PART 2

2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE

PUBLICATIONS/INSTRUCTIONS

2.1 Definitions

2.1.1 Category D: IT and Telecommunications Services (called D-Services)

2.1.2 Category R: Support (Professional/Administrative/Management) Services (called R- Services)

2.1.3 Contracting Officer (CO): A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

2.1.4 Contracting Officer’s Representative (COR): An individual, including a contracting officer’s technical representative, designated, and authorized in writing by the CO to perform specific technical or administrative functions. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 Nonpersonal Services Contract: A contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

The Government will prepare the QASP in accordance with the PRS, 7.1.1.

2.2 Acronyms:

CAC Common Access Card CAP Contractor-Acquired-Government Owned Property CDRL Contract Data Requirement List CMMC Cybersecurity Maturity Model Certification CO Contracting Officer(s) CONUS Continental United States (excludes Alaska and Hawaii) COOP Continuity of Operations Plan COR Contracting Officer Representative CUI Controlled Unclassified Information DC3 DoD Cyber Crime Center DFARS Defense Federal Acquisition Regulation Supplement DHA Defense Health Agency DHA-AI Defense Health Agency-Administrative Instruction DoD Department of Defense DoDI Department of Defense Instruction DoDM Department of Defense Manual DPCLO DHA Privacy and Civil Liberties Office

November 16, 2021

DSAs Data Sharing Agreements DSAA Data Sharing Agreement Application FAR Federal Acquisition Regulation FISMA Federal Information Security Modernization Act FSO Facilities Security Officer GFE Government Furnished Equipment HIPAA Health Insurance Portability and Accountability Act IA Information Assurance IT Information Technology ISCM Information Security Continuous Monitoring MHS Military Health System MPR Monthly Progress Report NDA Non-Disclosure Agreement NIST National Institute of Standards and Technology NLT No Later Than NRD National Resource Directory OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs OPM Office of Personal Management PHRC Psychological Health Resource Center PHI Protected Health Information PII Personally Identifiable Information PIT Platform Information Technology PK Public Key PKI Public Key Infrastructure POA&M Plan of Action and Milestones POC Point of Contact PoP Period of Performance PRS Performance Requirements Summary PSP Personnel Security Program PTSD Posttraumatic Stress Disorder PWS Performance Work Statement QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Plan RMF Risk Management Framework SOP Standard Operating Procedure SPRS Supplier Performance Risk System TBI Traumatic Brain Injury US United States VA Department of Veteran Affairs VCL Veterans Crisis Line WAWF Wide Area Workflow

2.3 Applicable Publications, DHA Administrative Instructions (AI), etc.

1. DHA-AI 6490.02 inTransition Program (latest version).

2. DoDI 6490.10 Continuity of Behavioral Health Care for Transferring and Transitioning

Service Members (latest version).

3. An Achievable Vision: Report of the DoD Task Force on Mental Health, June 2007.

4. Executive Action “DoD and VA Take New Steps to Support the Mental Health Needs of

Service Members and Veterans,” August 26, 2014

5. Executive Order 13822 “Supporting our Veterans during Their Transition from

Uniformed Service to Civilian Life,” January 9, 2018.

6. S. 2987, SASC Report for FY 2019, 115-262, Pages 203-204, Warm Handoff for

Transitioning Service Members Suffering from PTSD and TBI.”

November 16, 2021

PART 3

3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

The Requiring Activity Authority has assessed the need for Government Furnished Property, Equipment, and Services and determined:

3.1 Services: The Government:

☒ Will NOT provide Government Furnished Services in support of this contract. As a result, this paragraph is not applicable.

☐ WILL provide Government Furnished Services required in support of this contract.

3.2 Facilities: The Government:

☒ Will NOT provide Facilities in support of this contract. As a result, this paragraph is not applicable.

☐ WILL provide Facilities in support of this contract.

3.3 Utilities: The Government:

☐ Will NOT provide utilities in support of this contract. As a result, this paragraph is not applicable.

☒ WILL provide utilities in support of this contract. Up to three toll-free telephone numbers accessible to those calling from within the continental U.S. (CONUS) and U.S.

territories, as well as outside of the continental United States (OCONUS) will be available for use in the performance of this PWS. The three numbers to be provided within five business days of award are for CONUS inTransition Services, OCONUS inTransition Services, and CONUS/OCONUS Psychological Health Resource Center (PHRC) Services (if this optional support is executed).

3.4 Equipment: The Government:

☐ Will NOT provide equipment in support of this contract. As a result, this paragraph is Not Applicable.

☒ WILL provide equipment in support of this contract. The Government provided equipment is described below:

The Government will provide access to telephones, facsimile machines, and copiers while on-site at DHA HQ. Computer equipment, to include laptops, for use in performance under this contract will only be issued to the PM and alternate, Data Analyst, and Outreach Specialist to allow them to receive inTransition-related data, access and respond to inquiries in the inTransition DHA email mailbox and to post data and other materials to the DHA SharePoint platforms. This equipment is authorized for transaction of official Government business only and shall not be used for personal business. Personal long-distance calls are not authorized, and the cost of all personal long-distance calls made by contractor or subcontractor employees will be at the

November 16, 2021

Contractor’s expense. Use of telephones, facsimile machines, and computer equipment to include laptops are always subject to communications security monitoring. Contractor and subcontract employees may be issued keys signed for at scheduled and unscheduled key control inspections.

3.4.1 Procurement Integrated Enterprise (PIEE), GFP Module Application The Contractor shall be responsible for obtaining and maintaining access, training, and successful operation of the PIEE/GFP Module application for the entirety of the contract PoP.

The PIEE GFP Module application is located at the following website: https://wawf.eb.mil/piee-landing/. Access to PIEE/GFP Module application training materials and in-depth information applicable to the contractor’s responsibilities regarding GFP can be found at the following website: https://dodprocurementtoolbox.com/.

Contracting Office Responsibilities:

The Contracting Office shall ensure close coordination and validation of the GFP items with the COR and DHA Accountable Property Officer prior to uploading the GFP Attachment into the PIEE/GFP Module. At the time GFP is anticipated and identified, the Government will upload the GFP Attachment into the PIEE/GFP Module. It is the Contracting Office’s responsibility to prepare, upload and maintain the GFP Attachment in the PIEE/GFP Module in accordance with the GFP Attachment instructions provided at the DoD Procurement Toolbox.

The CO and COR shall manage and keep an inventory of any GFP associated with contract awarded through DHA, in accordance with applicable FAR Part 45, DoD FAR Supplement (DFARS) 245 with respective clauses, DHA-AI 095 (latest version) and Procurement Directive 45-01 (latest version) following the change in disposition of items listed on that PIEE/GFP Module Attachment. The contracting office will also review, acknowledge, reject and/or approve shipment orders provided by the contractor as appropriate. Functional roles can be determined within the contracting office and requested within the PIEE/GFP Module system.

Contractor Responsibilities:

A key contractor responsibility is to work with the CO and COR to ensure the PIEE/GFP Module data, to include the PIEE/GFP Attachment 5, provides a timely, complete, and accurate accounting of the GFP applicable to the contract. Contractors are required to report the receipt of any GFP shipped to them, regardless of whether it is listed on the GFP Attachment for their contract. Similarly, contractors are required to utilize the GFP Module application in conjunction with the shipment of GFP to the Government, or in reporting Property Loss of GFP issued (such as destruction or loss). Discrepancies or disputes regarding property shipped to or shipped from the contractor must be reported via the GFP Module application, with the CO having authority over final designation of status.

The Contractor shall maintain a detailed inventory accounting system for Government Furnished Equipment/Material or Contractor-Acquired-Government Owned Property (CAP). The inventory accounting system must specify, as a minimum: product description (make, model), Government tag number, date of receipt, name of recipient, location of receipt, current location, purchase cost (if CAP), and contract/order number under which the equipment is being used. The Contractor shall attach an update inventory report to each MPR IAW CDRL 2. Further, the Contractor’s https://wawf.eb.mil/piee-landing/ https://wawf.eb.mil/piee-landing/ https://dodprocurementtoolbox.com/

November 16, 2021 inventory must be available for Government review within one business day of COR request.

Final invoices will not be paid pending GFP reconciliation. Contractors shall be aware of and ensure compliance with applicable FAR Part 45, DFARS 245, Defense Pricing and Contracting Policies, PIEE Standards, DHA-AI 094 (latest version) and DHA Guidance.

3.5 Materials: The Government:

☒ Will NOT provide Materials in support of this contract/task order. As a result, this paragraph is not applicable.

☐ WILL provide Materials in support of this contract/task orders.

November 16, 2021

PART 4

4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 General: The Contractor will provide all supplies, equipment, facilities, and materials not provided by the Government, when required in support of this contract.

4.2 Secret Facility Clearance: N/A

4.3 Materials: The Contractor shall furnish the materials needed to perform services listed in Part 5 of this PWS. These materials will include, but are not limited to, Office Supplies, Contact Center Software, Information Sheets, Brochures and Wallet Cards. In addition, the Contractor shall procure brochures through an approved company once approved by COR.

4.4 Equipment: The Contractor shall furnish the equipment needed to perform services listed in Part 5 of this PWS, except for those GFE (i.e., laptops) to be provided by the Government for the PM, Data Analyst, and Outreach Specialist.

4.5 Facilities: The Contractor shall furnish Contractor-owned facilities and/or workspace needed to perform services listed in Part 5 of this PWS. The Contractor shall also furnish space in its facility for the storage of any Outreach materials needed to execute performance of the tasks in Part 5.

November 16, 2021

PART 5

5.0 SPECIFIC TASKS

5.1 Task Management Requirements: The Contractor shall provide management to ensure that this contract is performed efficiently, accurately, on time, and in compliance with the requirements of this PWS. The Contractor shall designate a PM to oversee this contract and manage contracted personnel performing the tasks under this contract.

5.1.1 Program Management

The Contractor will oversee performance of all contracted personnel for successful operation of the inTransition program and have a primary POC for communication with the Government/COR. The primary POC is responsible for the following:

• Ensure that NDAs are signed by all contracted personnel performing on this contract, including subcontractors, if applicable

• Serve as direct POC between Government and the Contact Center

• Serve as the primary POC during emergency situations

• Establish and ensure compliance with inTransition program’s procedures, in coordination with Government

• Supervise all aspects of inTransition program to include Contact Center operations and inTransition data

• Monitor, analyze, and report with regards to contract performance

• Ensure maintenance of the inTransition program action items tracker and performance metrics tracker (or dashboard)

• Identify areas for service improvement

• Coordinate with Government regarding implementation, operational, and programmatic issues

• Oversee performance of all contracted personnel

• Administrative support

5.2 Specific Tasks: The scope of this effort encompasses all resources, processes, materials, equipment, and technology to support the inTransition program as further defined in this PWS.

Contractor shall coordinate with the COR as to the timelines so to meet all contract deliverable deadlines. Contractor will demonstrate effective communication skills with Government personnel and stakeholders in execution of duties.

5.2.1 Administrative Support: The Contractor shall designate a primary POC, and alternate, to provide administrative support, to include but not limited to, coordination of meetings and briefings, and assistance with responding to taskers as needed. Administrative support will include:

1. Documenting and tracking meeting action items at all meetings with Government personnel where inTransition contracted personnel are present. The calendar for all inTransition documentation, meetings, and/or events shall be accessible in a centralized location (e.g., DHA SharePoint or inTransition MS Teams channel).

2. Supporting the development, modification, updating, and coordination of all necessary reporting documents and slides including, but not limited to quarterly and annual reports, November 16, 2021 conference representations, and requests for information from internal and external entities that are aligned with inTransition.

3. Maintaining a project tracker of all major tasks to include description, milestones, risks, and suspense dates.

4. Maintaining a performance measure tracker or “dashboard” that includes data from all tracked metrics.

5. Maintaining a working list of publicly available inTransition products, to include multimedia products and hard copy campaign materials.

6. Documenting trainings, process tool development (including but not limited to forms and spreadsheets), and tracking support for progress against task program management plans for all DHA required updates (e.g., In-Progress Reviews, Strategic Executive Reviews, internal and external data call, and internal and external briefs) to include performance measures for each of the tasks.

7. At the request of the Government, if needed, managing the DHA inTransition mailbox, to include responding to email requests for mental health and/or moderate to severe TBI resources, requests for inTransition products, and requests for referrals to the inTransition program for coaching services. Contractor will ensure all emails are responded to within one business day of receipt. Contractor will ensure that any PHI or PII regarding referrals to inTransition that need to be transmitted externally to the Contractor platform for the management of inTransition will be done so only via secure and approved methods, such as DoD Safe.

8. Storing and shipping inTransition products (e.g., brochures, wallet cards, etc.) to those requesting products. Contractor should seek Government approval prior to shipping materials to any entities outside of DoD or VA facilities.

9. Providing a written report of activities and progress to the COR NLT monthly IAW CDRL 2. The report shall include a qualitative and quantitative description of the status and progress of all aspects of the program.

10. Preparing and holding progress meetings with the COR. Frequency of these meetings is at the direction of the Government and COR and held weekly, at minimum.

11. Responding to all ad-hoc Government queries in no more than 2 hours from time of request during standard business hours to acknowledge the request or unless otherwise indicated by the…