Interpreter_Services_Final_PWS.1782251363543.pdf

Performance Work Statement (PWS)

HUD Interpreter Services

01/10/2022

Version 1.0

Vision Statement

1 General Information

1.1 Introduction

1.2 Background

1.3 Constraints

1.4 Description of Services

1.5 Non-Personal Services

1.6 Period of Performance

1.7 Place of Performance

1.8 Hours of Operation

1.9 Special Qualifications

1.10 Post Award/Kickoff Conference

1.11 Status Meetings

1.12 Contractor Travel

1.13 Transition In

1.14 Transition Out

2 Definitions and Acronyms

2.1 Definitions

2.2 Acronyms

3 Government-Furnished Property and Services

3.1 Government Services

3.2 Facilities

3.3 Equipment

3.4 Materials

3.5 Quality Assurance (QA)

4 Contractor-Furnished Items and Services

4.1 Facilities

4.2 Equipment

4.3 Material

4.4 Contractor Responsibilities

4.5 Contractor Personnel

4.6 Identification of Contractor Employees ..................................... Error! Bookmark not defined.

4.7 Quality Control .............................................................................. Error! Bookmark not defined.

4.7.1 Quality Control Plan .................................................................. Error! Bookmark not defined.

5 Specific Tasks

5.1 Program Management Plan

5.2 Monthly Reporting

5.3 Quarterly Reporting

5.4 Interpreting Services

5.5 Ad hoc Interpreting Services

6 Deliverables

6.1 Quality Control Plan

7 Performance Requirements Summary

Performance Work Statement (PWS)

HUD Interpreter Services

Vision Statement

The Department of Housing and Urban Development (HUD) intends to award a contract for Interpreter Services for four current employees with disabilities at HUD Headquarters.

1 General Information

1.1 Introduction

The United States Department of Housing and Urban Development (HUD) Headquarters requires the services of a contractor to provide prompt, professional sign language/oral interpreting services in a variety of settings.

1.2 Background

Pursuant to Section 501 of the Rehabilitation Act of 1973, as amended, the Department carries out an affirmative action plan for the hiring and advancement of persons with disabilities. A very basic concept of affirmative action and nondiscrimination is reasonable accommodation. With respect to persons who are deaf or hard of hearing, sign language or oral interpreters are needed to ensure full and effective communication in carrying out work, responsibilities and in meeting the mission and goals of HUDs various offices.

HUD presently employs four deaf or hard-of-hearing persons at its Headquarters location in Washington, DC who require assistance to communicate within the workplace on a full-time basis, which includes spoken, video conference, and telephone translation. Additional interpreting services may be required to support new hires in accordance with Section 501 of Rehabilitation Act. The Contractor may be required to travel to HUDs regional offices to provide interpreting services on an ad hoc basis. Several of these employees hold jobs which require daily communication with other staff members, as well as the public. During Fiscal Year 2021, the Department purchased approximately 9,600 hours of interpreting services to accommodate persons with disabilities.

1.3 Constraints

The services identified in this PWS will adhere to the rules, regulations, laws, standards, and conventions identified by HUD as well as within the Federal Government. Constraints include but are not limited to the following:

Document Title Source

Rehabilitation Act of 1973 (Section 501) https://www.eeoc.gov/laws/statutes/index.cfm https://www.eeoc.gov/laws/statutes/index.cfm

Privacy Act of 1974 https://www.justice.gov/opcl/privacy-act-1974

Interagency Language

Roundtable https://www.govtilr.org

NAD-RID Code of

Professional Conduct http://wasli.org/wp-content/uploads/2013/10/78_rid-code-of-ethics.pdf

HUD IT Security Policy

Handbook https://www.hud.gov/sites/dfiles/OCHCO/documents/240025CIOH.pdf

HUD Rules of Behavior https://www.hud.gov/sites/documents/RULESOFBEHAVIOR.PDF

Information Resources

Management Policies https://www.hud.gov/program_offices/administration/hudclips/handbook s/cio/2400.1

1.4 Description of Services

The Contractor shall provide services that supports interpreting for HUD Headquarters employees in a professional work environment. Interpreting services shall include:

• Program Management Plan

• Monthly Reporting

• Quarterly Reporting

• Interpreting Services

• Ad hoc Interpreting Services

Detailed descriptions of specific tasks are provided in Section 5 Specific Tasks and

Deliverables.

1.5 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the Contractor's responsibility to notify the Contracting Officer (CO) immediately. These services shall not be used to perform work of a policy, decision making, or management nature, i.e., inherently Government functions. All decisions relative to programs supported by the Contactor shall be the sole responsibility of the Government.

1.6 Period of Performance

The period of performance shall be for one base period of 12 months and four 12-month option periods.

https://www.justice.gov/opcl/privacy-act-1974 https://www.govtilr.org/ http://wasli.org/wp-content/uploads/2013/10/78_rid-code-of-ethics.pdf http://wasli.org/wp-content/uploads/2013/10/78_rid-code-of-ethics.pdf https://www.hud.gov/sites/dfiles/OCHCO/documents/240025CIOH.pdf https://www.hud.gov/sites/documents/RULESOFBEHAVIOR.PDF https://www.hud.gov/program_offices/administration/hudclips/handbooks/cio/2400.1 https://www.hud.gov/program_offices/administration/hudclips/handbooks/cio/2400.1

1.7 Place of Performance

The place of performance shall be the HUD Headquarters (HQ) building located at the US Department of Housing and Urban Development at 451 7th St., SW: Washington, DC 20410.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 6:00am to 6:00pm EST Monday thru Friday except for Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. Weekly hours shall not exceed a forty (40) hour work week. The Government reserves the right to change hours of operation or restrict contractor access. Work outside of these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends, and after duty hours.

The Contractor shall at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within the contract when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.9 Special Qualifications

All interpreters shall have a certification obtained from a recognized certifying organization.

Certification for interpreter providers shall be obtained from organizations such as the Registry of Interpreters for the Deaf (RID), National Interpreter Certification (NIC), NIC Advanced, NIC Master, Certificate of Interpretation (CI), Certificate of Transliteration (CT), CI/CT or Comprehensive Skills Certificate (CSC) or a recognized State agency. Interpreters shall have, at a minimum, a proficiency level of III unless the nature of the assignment requires a higher level. Requirements for proficiency levels should be in accordance with the Interagency Language Roundtable website at https://www.govtilr.org. All interpreters shall conduct themselves according to the National Association of the Deaf (NAD) and/or RID Code of Ethics.

1.10 Post Award/Kickoff Conference

If requested, the Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. If needed, the Contracting Officer will notify the Contractor of the specific date, location, and agenda within five business days after contract award.

1.11 Status Meetings

The Contracting Officer, Contracting Officers Representative (COR) and other Government personnel, as appropriate may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance or progress of the requirement. The Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post Award Conference and subsequent meetings may be held via teleconference.

https://www.govtilr.org/

1.12 Contractor Travel

Prior to travel, the Contractor shall coordinate with and receive Government authorization from the COR for all travel. Reimbursement of travel costs will be in accordance with the Federal Travel Regulation and in accordance with FAR 31.205-46. The Contractor shall travel using the lower cost mode transportation commensurate with the mission requirements. When necessary to use air travel, the Contractor shall use the tourist class, economy class or similar lodging accommodations to the extent they are available and commensurate with the mission requirements. HUD will not reimburse Contractor's local travel. Local travel is defined as travel within fifty (50) miles of Washington, DC. All other travel will be reimbursed on a cost reimbursable basis; no profit or fee will be paid.

1.13 Transition In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In services as required. As a successor, the Contractor shall have sufficient personnel on board during the 30-calendar day Transition-In period to ensure a smooth transition with the incumbent Contractor. The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized. During the Transition-In period, the Contractor shall become familiar with the requirements to commence full performance of services by the end of the contract Transition-In period. Transition-In is not required if the successor Contractor is the incumbent Contractor.

1.14 Transition Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel on board during the 30-calendar day Transition-Out period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor during the Transition-Out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures, and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor Contractor is achieved by the end of the new contract Transition-In period.

2 Definitions and Acronyms

2.1 Definitions

Business/Workdays - Every official workday of the week which are days between and including Monday to Friday. This does not include public holidays and weekends.

Calendar Day - Any day of the week.

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contracting Officer (CO) - A person with authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: the only individual who can legally bind the Government.

Contracting Officer's Representative (COR) - An employee of the U.S. Government appointed by the Contracting Officer to perform contract administration activities regarding technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

Defective Service - A service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable - Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

Government Furnished Property (GFP) - Government-furnished property means property in the possession of, or directly acquired by, the Government and subsequently furnished to the

Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification.

Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

Performance Requirements Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met.

Performance Standard - The Contractor's performance level required by the Government.

Performance Work Statement (PWS) - A statement of work for performance-based acquisitions that describe the required results in clear, specific, and objective terms with measurable outcomes.

Physical Security - Actions that prevent the loss or damage of Government property.

Quality Assurance (QA) - Policies and procedures adopted by the Government to ensure that supplies and services acquired under Government contracts conform to the contracts quality requirements.

Quality Assurance Surveillance Plan (QASP) - A plan describing how the agency will survey, observe, test, sample, evaluate and document the Contractor's performance in meeting critical performance standards identified in the contract.

Quality Control (QC) - All necessary measures taken by the Contractor to assure that the quality of a product of service shall meet contract requirements.

Service Contract - A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

Subcontractor - Any person, other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor. The

Government does not have privity of contract with a subcontractor.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level ASL - American Sign Language CI - Certificate of Interpretation CO - Contracting Officer COR - Contracting Officers Representative CSC - Comprehensive Skills Certificate CT - Certificate of Transliteration DC - District of Columbia FAR - Federal Acquisition Regulation GFP - Government Furnished Property HQ - Headquarters HUDAR - HUD Acquisition Regulation NAD - National Association of the Deaf NIC - National Interpreter Certification PM - Program/Project Manager PMP - Program Management Plan POC - Point(s) of Contact PRS - Performance Requirements Summary QA - Quality Assurance QASP - Quality Assurance Surveillance Plan QC - Quality Control QCP - Quality Control Plan RID - Registry of Interpreters for the Deaf SW - Southwest U.S. - United States

3 Government-Furnished Property and Services

The Contractor shall ensure accurate control and accountability of all Government-Furnished Property in accordance with the terms and conditions of this contract. The Government will furnish, at no cost to the Contractor, the GFP shown below.

3.1 Government Services

No Government services will be provided.

3.2 Facilities

No Government facilities will be provided.

3.3 Equipment

The Government will provide computers. Each computer will have the basic necessary software to perform the duties ascribed to the requirement. Each workspace provided by the Government may have a phone, desk, and chair. Additional furniture may be provided upon determination of need by the Government.

3.4 Materials

No Government materials will be provided.

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable quality level.

4 Contractor-Furnished Items and Services

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable quality level.

4.1 Facilities

Not applicable

4.2 Equipment

Not applicable

4.3 Material

Not applicable

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing, and updated as necessary throughout the contract period. U.S.

Government records, copies of original results and reports, verified original data, corrected data, and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S. Government. These files/results must be surrendered to the COR.

4.5 Contractor Personnel

The Contractor shall provide a Contract/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the

Contract/Project Manager. These Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key Personnel. The Contract/Project Manager and alternate shall have full authority to act on all contact matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to receive assignment, guidance, and direction from the COR, PM, and CO per HUDAR 2452.237-73, "Conduct of Work and Technical Guidance" and shall be allocated enough hours to the requirement to ensure successful performance. These points of points of contact shall each be an employee of the Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract/Project Manager or alternate shall be available between the hours of 8:00am to 4:30pm Monday through Friday EST, except Federal Holidays or when the Government facility is closed for administrative reasons.

4.6 Identification of Contractor Employees

All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees.

Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer shall identify their workspace area with their name and company affiliation, or at a minimum, "Contractor" after name.

4.7 Quality Control

The Contractor shall establish and maintain a complete quality control program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non reoccurrence of defective services.

The Contractor's quality control program is how he assures himself that his work complies with the requirements of the contract. The Contractor shall provide the associated Quality Control Plan to the Government as directed.

4.7.1 Quality Control Plan

The Contractor shall develop, maintain, enforce, and document a Quality Control Plan (QCP).

The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor's methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor's methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance Surveillance Plan (QASP).

The QCP shall also provide the Contractor's methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system.

The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government's QASP. The QCP shall address Quality Management Approach, Quality Assurance, Quality Control and Quality Standards.

5 Specific Tasks

5.1 Program Management Plan

The Contractor shall submit a draft Program Management Plan (PMP) to the COR via email no later than seven business days after the Post-award/Kick-off conference. Upon receipt of COR/PM comments, the Contractor shall incorporate the comments and submit the final draft no later than three business days after receipt of comments. Subsequent updates from the COR/PM shall be submitted no later than three business days after each COR/PM submission.

The PMP shall address all requirements contained in this PWS and define a detailed plan and schedule for the program throughout the periods of performance. The PMP shall show the processes by which the Contractor shall operate to assist HUD in meeting its goals of providing interpreter services.

The PMP shall at a minimum include the following:

• Daily tasks and activities that shall be performed

• Monthly tasks and activities that shall be performed

• Staffing

• Ad hoc interpreting services

• Describe the planned deliverables schedule

• Provide the staff, financial and other resources (including subcontractors) allocated to each task

Performance Standards

a) Standard: Submit draft Program Management Plan no later than seven business days after the Post-award/Kick-off conference AQL: 3 additional business days

b) Standard: Submit final Program Management Plan no later than three business days after COR/PM submission

Deliverables

A001 Draft Program Management Plan

A002 Final Program Management Plan

A006 Quality Control Plan

5.2 Monthly Reporting

The Contractor shall provide monthly reports that shall identify the supported HUD program office, assigned interpreter, start and end times of services and cumulative hours for each day of service. The monthly report shall be submitted to the COR, via email, copying the PM, by the tenth business day of each month following services.

Performance Standards

a) Standard: Submit monthly report to the COR, copying the PM, by the tenth business day of each month.

A003 Monthly Report

5.3 Quarterly Reporting

The Contractor shall submit quarterly reports to the COR, via email, copying the PM by the tenth business day at the beginning of each fiscal quarter. The quarterly report shall contain a list of monthly services provided within each quarter according to the details provided in the monthly report.

Performance Standards

a) Standard: Submit quarterly report to the COR, copying the PM, by the tenth business day at the beginning of each fiscal quarter.

A004 Quarterly Report

5.4 Interpreting Services

The Contractor shall provide real-time simultaneous and consecutive interpreting services according to the Registry of Interpreters for the Deaf that shall support four HUD employees.

Services may include travel to HUD’s regional offices, as approved by the COR. Interpreters shall be able to interpret technical and information technology terms from American Sign Language (ASL) to English.

Performance Standards

a) Standard: Interpret technical and information technology terms from ASL to English with 95% customer satisfaction based on random surveys.

AQL: 3% deduction of monthly invoice.

5.5 Ad hoc Interpreting Services

The Contractor shall provide up to four additional, simultaneous, and consecutive, interpreters on an ad hoc basis that shall provide services in accordance with the Registry of Interpreters for the Deaf. Ad hoc interpreting services may require travel. The COR will notify the Contractor of required ad hoc services and service locations. The Contractor shall provide the COR with acknowledgement of ad hoc interpreting service requests within 24 business hours.

The Contractor shall provide up to proficiency level V services as requested by the COR.

Services for proficiency level IV and higher services are anticipated to occur up to five times per year.

Performance Standards

a) Standard: Provide a minimum proficiency level of level III, up to level V when required, up to five times per year upon request.

AQL: 3% deduction of monthly invoice.

A005 Ad hoc Interpreting Services Acknowledgement

6 Deliverables

The Contractor shall complete all work and submit all deliverables as specified herein. The Government reserves the right to make changes to delivery dates.

Number Name Frequency Quantity

A001 Draft Program Management Plan Once 1

Submit draft Program Management Plan no later than seven business days after the

Post-award/Kick-off conference

A002 Final Program Management Plan Once 1

Submit final Program Management Plan no later than three business days after COR/PM submission

A003 Monthly Report Monthly 1

Submit monthly report to the COR, copying the PM, by the tenth business day of each month.

A004 Quarterly Report

Submit quarterly report to the COR, copying the PM, by the tenth business day at the beginning of each fiscal quarter

Quarterly 1

A005 Ad hoc Interpreting Services

Acknowledgement

Submit to the COR via email within 24 business hours after initial request for services

Once 1

A006 Quality Control Plan Once 1

Submit to the COR via email no later than 10 business days after contract award and no later than 5 business days upon any changes.

6.1 Quality Control Plan

The Contractor's QCP shall be delivered to the COR within 10 business days after contract award and no later than 5 business days upon any changes. After acceptance of the QCP, the Contractor shall receive the Contracting Officer's acceptance in writing of any proposed change to its quality control system.

7 Performance Requirements Summary

The summary chart below lists the contract's primary requirements, the associated performance standards, the expected target performance, and the methods of surveillance. While some contract requirements may not be listed in the chart below, requirements not appearing on the PRS chart do not negate the Contractor's obligation to perform all requirements as specified in the contract. Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement, whether listed below, is unacceptable.

HUD will develop a Quality Assurance Surveillance Plan to be used to provide contract oversight. In conjunction with the Contractor's Quality Control Plan and various other methods of assessing performance, the COR and PM may perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met.

Regular review of Contractor performance is critical to the overall success of the contract. On a monthly basis, the COR will evaluate the quality of the product or services.

8 Related Documents

The Contractor shall abide by all applicable regulations, publications, manuals, policies, and procedures in the performance of this contract.

Performance Requirement Summary (PRS)

Statements Standards/AQLs Incentive/Remedy

5.1 Program

Management Plan

a) Standard: Submit draft Program Management Plan no later than seven business days after the Post-award/Kick-off conference AQL: 3 additional business days

b) Standard: Submit final Program Management Plan no later than three business days after COR/PM submission AQL: 3 additional business days

1% deduction of monthly invoice.

5.2 Monthly Reporting a) Submit monthly report to the

COR, copying the PM, by the tenth business day of each month.

AQL: 3 additional business days

5.3 Quarterly Reporting a) Submit quarterly report to the

COR, copying the PM, by the tenth business day at the beginning of each fiscal quarter.

AQL: 3 additional business days

5.4 Interpreting Services a) Standard: Interpret technical

and information technology terms from ASL to English with 95% customer satisfaction based on random surveys.

AQL: Zero deviation

3% deduction of monthly

5.5 Ad hoc Interpreting

Services

a) Standard: Provide a minimum proficiency level of level III, up to level V when required, up to five times per year upon request.

AQL: Zero deviation

3% deduction of monthly