WWR_WWCC_Request_for_Proposal.pdf

SEE ADDENDUM

(No Collect Calls)

M0026418R0020 21-Jun-2018

b. TELEPHONE NUMBER

(703) 784-5260

8. OFFER DUE DATE/LOCAL TIME

04:00 PM 12 Jul 2018

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

M002649. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

CYNTHIA D PURDIE

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

M0008418SUWWRCC

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED OR X

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

MCINCR - RCO

2010 HENDERSON RD

CYNTHIA PURDIE

QUANTICO VA 22134

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE 16. ADMINISTERED BY

SEE SCHEDULE

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

FAX:

TEL: 703-784-5260

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

X 8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$11,000,000

NAICS:

624190

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF83

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

M0026418R0020

Section SF 1449 - CONTINUATION SHEET

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

Quantico Call Center Support

FFP

Task 1: Quantico Call Center Operations

FOB: Destination

PURCHASE REQUEST NUMBER: M0008418SUWWRCC

NET AMT

Camp Lejeune Contact Center Support

FFP

Task 2: Camp Lejeune Call Center Operations

Camp Pendleton Contract Center Support

FFP

Task 3: Camp Pendleton Center Operations

Field Support

FFP

Task 4: Field Service Representative

Program Management Support

FFP

Task 5: Program Management Support

Travel

COST

Not to Exceed (NTE) $18,900.00

Shall be IAW Joint Travel Regulations

ESTIMATED COST

Quantico Call Center Support

FFP

Task 1: Quantico Call Center Operations

Camp Lejeune Contact Center Support

FFP

Task 2: Camp Lejeune Call Center Operations

Camp Pendleton Contract Center Support

FFP

Task 3: Camp Pendleton Center Operations

Field Support

FFP

Task 4: Field Service Representative

Program Management Support

FFP

Task 5: Program Management Support

Travel

COST

Not to Exceed (NTE) $18,900.00

Shall be IAW Joint Travel Regulations

ESTIMATED COST

PERFORMANCE WORK STATEMENT

Wounded Warrior Call Center

1. Introduction

The Wounded Warrior Call Center (WWCC) provides assistance services for Wounded, Ill, and Injured (WII)

Marines, Naval personnel supporting Marine units, and their family members, throughout all phases of the recovery process. The core mission requirement of the Wounded Warrior Regiment (WWR) is to assist in the rehabilitation and transition of active duty WII Marines by executing a comprehensive program of support and assistance, including, but not limited to case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.); liaison with non-profit organizations and vocational rehabilitation concerns; and daily outreach and active communications with political and social alliances.

Integral to the execution of this function is the vital outreach and support role executed through the WWR's Call and

Contact Centers. Additionally, the WWCC will also include Marine For Life (M4L) services, providing transitioning Marines and their family members a connection to education resources, employment opportunities, and other veteran services that aid in their career and life goals outside of military service. The WWCC requirement will provide support to the WWR core mission with expert execution of a comprehensive outreach and assistance program for WII Marines through central operations at Quantico, VA, and satellite operations on each coast.

2. Background

2.1. Sergeant Merlin German Wounded Warrior Call Center (WWCC) provides a wide range of services capable of supporting the Marine Corps Wounded Warrior Regiment’s (WWR) Recovery Care Program (RCP). The WWCC uses phone calls, emails, text messages, social media, non-medical case managers, and Field Service Representatives

(FSR) to communicate with wounded, ill, and injured (WII) Marines to ensure the appropriate delivery of healthcare, benefits, and WWR support. The target populations for this service includes all active duty, separated, and retired WII

Marines, Sailors attached to Marine Corps units, and their family members. The responsible office for this service is the WWR.

2.2. M4L provides Marines several ways to connect: a toll-free telephone service, online network, and face-to-face.

The online network is comprised of Facebook, Twitter, LinkedIn, and the M4L website. In-person interactions focus on connecting Marine veterans with field staff (e.g., Employment and Education Resource Managers, four

Regional Network Coordinators, and M4L Representatives) to local resources and encourages networking through

M4L local events and meet ups. M4L connects transitioning Marines and their family members to education resources, employment opportunities, and other veteran services that aid in their career and life goals outside of military service. This effort also facilitates the connection of potential employers, schools, and veteran resources that have opportunities available. The target population for this service includes all Marines, Sailors attached to

Marine Corps units, and their family members. The responsible office for this service is the Personal and

Professional Development Branch (PPD), Marine and Family Division (MF), M&RA.

3. Scope. The scope of this effort is to provide a centralized call center capable of the following capabilities.

3.1. The WWCC effort operates a toll-free contact resource 24/7/365 supporting approximately 30,000 WII Marines with advocacy, resource identification, referral, information distribution, and care coordination services. The

WWCC is the primary source of contact for WII Marines and their family members to request and obtain appropriate assistance from the Marine Corps. The WWCC’s Customer Care Representatives (CCR) and Non-

Medical Case Managers (NMCM) conduct outreach calls to the WII Marines to ensure the delivery of healthcare and benefits are in line with current policy. The FSR provides extended support to targeted WII Marines who have complex non-medical cases. Additionally, the WWCC employs two (2) satellite Contact Centers collocated with

Wounded Warrior Battalion East in Camp Lejeune and Wounded Warrior Battalion West in Camp Pendleton.

3.2. The M4L Network supports over 30,000 transitioning Marines annually through the Transition Readiness

Seminar (TRS). The M4L Network extends support to transitioning Marines through education resources, employment opportunities, dissemination of information, and other veteran services. The M4L Network provides support for Marines and family members requiring assistance. M4L Network provides reinforcement for the Marine

Corps’ guiding philosophy of Marines taking care of Marines. The M4L Network operates its program support efforts from Quantico, Virginia, with four regional branches and representatives throughout the nation.

3.4. The WWCC will utilize a dedicated/secure telephone system capable of handling multiple simultaneous incoming and outreach phone calls to support the expected workloads, without delay or hold. The WWCC shall use only one (1) toll free telephone number for all incoming calls, and all incoming phone calls to the WWCC shall be answered by a CCR and filter to the WWCC and M4L as required. The average number of incoming calls from both targeted populations (WWCC and M4L) is 30 to 35 per day.

4. Tasks

4.1. Provide a Call Center located within 10 miles from Marine Corps Base Quantico, Virginia capable of—

(a) Providing Customer Care Representatives to make incoming and outreach telephone calls, text messaging, social media support, mobile application management, and e-mail to communicate with the WII Marines, attached Sailors, Veterans and their family members 24/7/365. All Customer Care Representatives must comply with all WWR and M4L training requirements.

(b) Providing voice, e-mail, and social media connectivity for both peer-to-peer and non-medical case management to the target population.

(c) Providing a mobile application that provides news, images, video, and resources to support wounded, ill, and injured Marines and their families.

(d) Provide Non-Medical Case Managers to provide support including financial, administrative, personal, and transitional support to WII Marines on active duty, separated, or retired and attached Sailors with non-complex cases. All Non-Medical Case Managers must comply with all WWR and M4L training requirements.

(e) Provide Customer Care Representatives capable of receiving and redirecting incoming calls and e-mails from the target population, potential employers, schools, and veteran resources that want to connect with the M4L Network to the HQMC Outreach Specialists, Monday through Friday from 0730 to 1930 EST.

All Customer Care Representatives must comply with all WWR and M4L training requirements.

(f) Provide an Information Technology (IT) Specialist capable of liaising with WWR IT/S-6 to properly configure hardware/software to ensure continuous support and functionality for mandatory applications.

In addition to complying with all WWR and M4L training requirements, the IT Specialist must comply with Department of Defense Directive (DODD) 8140.01.

4.2. Provide a satellite Contact Center managed by a Shift Supervisor in Camp Lejeune, NC, Monday through

Friday from 1200 to 2000 EST. Provide Non-Medical Case Managers to provide support including financial, administrative, personal, and transitional support to WII Marines on active duty, separated, or retired and attached

Sailors with non-complex cases. Provide Customer Care Representatives to make incoming and outreach telephone calls, text messaging, social media support, mobile application management, and e-mail to communicate with the

WII Marines, attached Sailors, Veterans and their family members 24/7/365. All contract employees must comply with all WWR and M4L training requirements.

4.3 Provide a satellite Contact Center managed by a Site Supervisor in Camp Pendleton, CA, Monday through

Friday from 1200 to 2000 PST. Provide Non-Medical Case Managers to provide support including financial, administrative, personal, and transitional support to WII Marines on active duty, separated, or retired and attached

Sailors with non-complex cases. Provide Customer Care Representatives to make incoming and outreach telephone calls, text messaging, social media support, mobile application management, and e-mail to communicate with the

WII Marines, attached Sailors, Veterans and their family members 24/7/365. All contract employees must comply with all WWR and M4L training requirements.

4.4. Provide Field Service Representatives to support WII Marines and Veterans who have complex non-medical case management and extended support needs. In addition to complying with all WWR and M4L training requirements, Field Service Representatives will attend semi-annual training in Quantico, VA and other location to be specified.

4.5. Provide a Program Manager capable of implementing, executing, and ensuring the overall program structure meets the requirements of this PWS. All USMC annual training data will be documented and included in the

Monthly Status Report (MSR) and submitted to the COR. The program manager must also be able to make recommendations and assist with the overall coordination of support to the target populations, assist with the drafting of SOPs and coordinate the delivery of all deliverables. The program manager must comply with all WWR and M4L training requirements.

4.6. Provide immediate and rapid travel capability for FSRs to support in their area of responsibility.

4.7. Provide written requests for reimbursement for in-scope costs such as printing, unforeseen technical costs and other related expenses to the COR in advance of the purchase.

5. Workload

5.1. WWCC Workload. The WWCC workload consists of a core target population of roughly 30,000 wounded, ill, or injured (WII) Marines and Sailors attached in support of Marines, both active duty and veteran. In the case of a national emergency, crisis or casualties of war the population of wounded, ill, or injured may increase.

5.1.2. Outreach Calls: To meet outreach requirements, the WWCC uses telephone calls, text messaging, and emails, to reach the core target population, which is the workload baseline of WWCC’s outreach efforts. The followings are the required outreach intervals for current injury classification (note: current injury classification may not be the same as initial classification. Frequency of contact may increase in relation to the service member’s need).

(a) Very Seriously Injured Marines are contacted every thirty (30) day interval

(b) Seriously Injured Marines are contacted every six (6) month interval

(c) Not Seriously Injured Marines are contacted every twelve (12) month interval

(d) IDES Marines (not affiliated or supported by WWR) (lists will be provided by WWR)

(1) Contacted on initial assignment to the Integrated Disability Evaluation System (IDES) within thirty

(30) days

(2) Contacted on assignment to the Informal Physical Evaluation Board (IPEB) within fourteen (14) days

(3) Contacted on receipt of official findings with fourteen (14) days

(e) Temporary Disability Retirement List (TDRL) Marines are to be contacted annually.

5.1.4. FSRs will be located in multiple locations throughout the United States, starting with the five (5) FSR locations listed below (subject to change of location based upon WWR needs). Any additional FSRs hired will need to be trained and operational within sixty (60) days of notification from the WWR. FSRs conduct face-to-face visits, emails and telephone outreach to WII Marines and their family members who are recovering within their assigned region. FSRs assist WII Marines with health, legal, benefits, employment, housing, and many other administrative and personal matters. The average FSR caseload is 25 disability retired and veteran Marines.

Location Caseload % per Site

Athens, TN 25 20%

Minneapolis, MN 25 20%

Denver, CO 25 20%

Phoenix, AZ 25 20%

Camp Lejeune, NC 25 20%

5.2. M4L Workload. The M4L Network supports around 30,000 Marines transitioning from the Marine Corps through separations and retirement annually through TRS. During TRS Marines and family members are educated on the opportunities the M4L Network provides and are encouraged to connect through the website or hotline. The

M4L Network also provides targeted follow up for all transitioning Marines who have connected to the M4L

Network. The M4L Network uses telephone calls and emails to connect the target population. The required outreach interval for follow up is post 60 days of first contact with the call center. Based on recent estimates, the workload for this effort is roughly 5,000 calls and 15,000 emails per year. These numbers include calls and emails from the target population requesting assistance and inquiries from potential employers, schools, and other veteran resources wanting to get connected with the M4L Network.

6. General Requirements. The Contractor is responsible for ensuring the execution of this effort complies with standards from both Department of Defense (DoD), the Department of the Navy (DON), and Marine Corps regulations. This requires reliance upon a highly trained, professional staff possessing a cultural understanding of, and underlying empathy for the program clientele. The Contractor shall ensure all personnel receive appropriate training and possess the skills required to execute the functions of the assigned role to the standards of quality outlined in the Performance Requirement Matrix (PRM) and codified in the Performance Requirements Summary

(PRS) portion of the Quality Assurance Surveillance Plan (QASP). The PRM provides the basic structure and minimum standards for program operation.

6.1. Call Center operations must maintain a toll free phone system capable of handling multiple simultaneous incoming and outgoing phone calls to support the expected workloads as well as a call management system, a call recording capability, and the ability to record other pertinent data to include but not limited to phone call duration.

The Contractor must have a back-up phone system to support the primary system to ensure no lapse in service.

6.2. The Call Center must have a conference room with audio/visual capability able to support up to fifty (50) occupants for training and six (6) workspaces are needed to support WWR/M4L staff when required.

6.3. Domestic Abuse and Sexual Assault. Call Center employees will not receive domestic abuse or sexual assault

“restricted reports”. If a person requests restricted reporting pursuant to domestic abuse or sexual assault, Call

Center employees shall refer that person to his/her unit’s Victim Advocates and/or Sexual Assault Response

Coordinator (SARC).

6.4. All contractor employees supporting the WWCC effort must pass the required background investigation and complete all Department of Defense (DoD) mandated training requirements needed to utilize Marine Corps unclassified networks and information systems, obtain a Common Access Card (CAC), as well as handle Personally

Identifiable Information (PII) and Health Insurance Portability and Accountability Act (HIPAA) information.

WWCC contractor employees are subject to Section 552 of Title 5, United States Code (commonly referred to as the

“Privacy Act of 1974”) and Department of Defense Directive 5400.11, “DoD Privacy Program,” May 8, 2007.

7. Specific Requirements

7.1. WWCC Specific Requirements:

(a) Targeted Outreach Capability. The contractor will be required to integrate all platforms/databases that consolidate available resources, specific to the Marine being contacted, and in the location that they have designated during the course of the initial phone call. WWCC representatives would access information from the Marine Corps Wounded Ill and Injured Tracking System (MCWIITS) and Wounded Warrior Resource Locator Tool immediately prior to and during each call. This information would include the Marine’s current address, phone number, email, interest inventory items, support needs, goals, and available resources specific to the Marine’s needs. The intent is to make this information available to the Recovering Service Members (RSM) in a manner that would prevent possible violations of PII or HIPAA policies. Access and training for the targeted outreach tool will be provided by the government supporting the need for the database to be accessed by the WWCC representatives. The end state will be information that will include potential resources and feedback specific to each WII service member and their family members.

(b) Social Media and Applications. The Contractor is responsible for supporting a Social Media (SM) Strategy, developed by WWR and in conjunction with WWR initiatives. This effort supports the WWR’s strategic plan through monitoring key SM platforms (e.g., Facebook and Twitter) and maintaining the WWR Mobile Application. Sites and applications must be constantly monitored 24/7 to ensure all critical support needs of the recovering Service members (RSM) are sufficiently met. Responses to requests for assistance on applications or SM sites must be made within sixty (60) minutes. The Contractor is responsible for updating and posting, when required, information provided by WWR to the applications and all social media sites within twenty-four (24) hours of a request from the WWR. Additionally, the contractor must conduct (4) quarterly updates and (1) full functionality review and update per year.

(c) Call Handling. The Contractor is responsible for capturing and providing WWR and M4L performance metrics associated with call handling, intakes, referrals and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. The Contractor is responsible for establishing and ensuring a comprehensive capability to track and capture performance metrics, and to provide this information in the form of recurring weekly/monthly/yearly reports, as well as in response to ad hoc inquiries. The Contractor shall establish a reporting protocol and coordinate the necessary management interface requirements for operational effectiveness and compliance with the associated quality standards. A principal method for capturing this information is through on-line surveys designed to target specific groups, perform ad hoc quality reviews, and to identify relevant issues that affect the targeted sample group. The Contractor shall develop a formal methodology for conducting surveys of the target population and ensuring the validity of the results through sound analytical practices. The Contractor must maintain ninety-eight percent (98%) accuracy of all call log references and ninety-eight per cent (98%) of responses to customer satisfaction surveys rating the service received as satisfactory or better.

(d) The WWCC effort will require a capability to support non-medical case management in situations where issues or concerns of the Marine’s their family cannot be adequately resolved during the course of the initial phone call and will require extended support. Typically, this involves cases handling Traumatic Service Member Group Life Insurance, Social Security Disability Claims, Temporary Disability Retirement List, and military issues dealing with pay, entitlements, awards and decorations. NMCMs work with government agencies to facilitate positive outcomes and ensure Marines are maximizing healthcare and benefit programs. NMCMs continue to work cases until all issues have been resolved before returning them to the WWCC CCR for continued outreach and support. Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support (1,000 cases / 35,000 WWR population = 3%). NMCMs will reside at the WWCC and satellite Contact Centers. Each NMCM will have a telephone number separate from the general call center number to manage cases that require more than 1 or 2 calls.

(e) The WWCC effort will require a capability to support members of the target population who have complex non-medical case management and extended support needs. FSRs geographically dispersed throughout the continental United States mitigate complex, open, and unresolved cases. FSRs may require travel up to thirty percent (30%) of the time in addition to Semi-Annual Training in conjunction with the District

Injured Support Coordinators (DISC). In addition to interfacing with WWR Staff, FSRs work closely with

Veterans Affairs personnel, Navy & Marine Corps Relief Society traveling nurses, other veteran services, and charitable organizations representatives local to the supported member.

(f) Contractor will maintain a subscription to LexisNexis to research specific Marine and Veteran contact information.

7.2. M4L Specific Requirements

(a) The M4L effort for call handling and email capabilities. The contractor will be required to integrate platforms/databases that consolidate all resources available and that are provided by M4L, specific to the service member or family member and in the location that they have designated during the course of the initial phone call or email request. The CCR will connect the service member or family member to the Regional Network Coordinator, M4L Representative, and other resources as they apply.

(b) Responses to requests for assistance via phone will require a follow-on email with required information which must be sent within twenty-four (24) hours.

(c) Responses to requests for assistance via email will require a follow-on email with required information which must be sent within forty-eight (48) hours.

(d) Customer Management System (CMS) will need to be accessed by the CCR representatives during each call. The CCR will be required to update and input the Marine’s current address, support needs, goals, and available resources specific to their needs and location. The intent is to make this information available to HQMC staff in a manner that would prevent possible violations of Personally Identifiable Information (PII) or Health Information Portability Privacy Act (HIPAA) policies.

(e) The M4L effort will require CCR’s to record all contacts made via phone or email, information collected should include but not limited to; source of contact, subject matter, affiliation, and special requests. M4L will provide the reporting document template to the contractor.

(f) M4L will require the CCR’s to forward all education, employment, and veteran community resources to the

Outreach Specialists at HQMC to be input into the Wounded Warrior Regiment Resource Locator Tool.

8. Deliverables, Allocation of Intellectual property, and use of data, information and materials

8.1. General. All reports, materials, information, and all associated intellectual property (e.g., training materials, Standard Operating Procedures (SOPs), computer software and hardware, scripts and source code, interfaces, Tools, Works, and related items), in whatever form, created, generated, or produced under this effort, hereinafter known as

“Items.” Deliverables shall become the property of the Marine Corps and not the Contractor, subcontractor, or individual author or researcher. The Marine Corps shall have the unrestricted, irrevocable, worldwide, royalty-free, right to use, modify, reproduce, perform, display, release, or disclose such Items, in whole or in part, in any manner, and for any purpose, and to have or authorize others to do so.

8.2. Format and Content. Deliverables will be in the form of reports and presentation packages, such as

PowerPoint slides, computations with backup information, and visual aids. At a minimum, reports shall contain information in sufficient detail to ensure that a professionally qualified third party can follow the logic of the report.

All data, analysis, recommendations, and other report content shall be similar in format to allow direct comparison among identified problems and solutions. Incorporate all government review comments, if any, into the final deliverable.

8.3. Deliverable Media. Provide deliverables via hard copy, Compact Disk (CD), Digital Versatile Disc (DVD) or other media device as determined and directed by the COR. Deliverables shall be non-password protected documents, and the Government shall have full access and usage rights.

8.4. Deliverables Requiring Government Review and Approval. The Government will have 10 business days to review and respond to the Contractor in writing as to the acceptance of each deliverable. The Government will provide a written description of all deficiencies and discrepancies discovered during the review to the Contractor.

The Contractor shall submit corrected deliverables within five (5) business days at no additional cost to the

Government.

8.5. The Contractor and all contracted personnel have an obligation to protect unauthorized use or disclosure of all

Government proprietary, confidential, sensitive, or classified Items including PII or Personal Privacy, obtained during this PWS. All Items obtained under this PWS are included in this clause, such as, but not limited to, information available for use relating to technical and statistical data, trade secrets, processes operations, style of work, apparatus, amount or source of any income, profits, losses, or expenditures of any person, firm, partnership, corporation, or association. Contract personnel shall not publish, divulge, disclose or Make known Items created or provided expressly for this contract, in any manner, or to any extent not previously authorized in writing by the

Contracting Officer or the COR. When the Contractor’s need for any such Items ends, they will return all Items promptly within ten (10) business days to the appropriate government program personnel.

8.6. Confidentiality. All contractor personnel shall safeguard personal client information in accordance with the

Privacy Act of 1974. Records containing personal information must include a Privacy Act statement signed by the client. Only disclose of personal information, not specifically authorized by the client, via a signed release of information, after approval by the Base Adjutant or Staff Judge Advocate. Improper disclosure of sensitive or private information in violation of the DON Privacy Act Program (SECNAVINST 5211.5D) or the Nuclear

Weapons Personnel Reliability Program (OPNAVINST 5510.162) may subject the Contractor or its personnel to criminal liability. Due to the type of personal information, the contractors will have access to; all contractor personnel must sign a non-disclosure of information agreement and comply with all HIPAA security requirements.

Non-disclosure agreements for each employee working under this contract must be submitted to the COR within fifteen (15) days of contract award and within fifteen (15) days of any new employee beginning work under this contract.

8.7. Requirements for Mandatory Reporting. The Privacy Act does not prohibit disclosure of life threatening or high-risk situations. All contractor personnel are required to report knowledge of such situations, including but not limited to child abuse or spouse abuse in which there is physical injury or threats of bodily harm, impairment due to drugs or alcohol by active duty personnel, suicidal ideations or threats, homicide threats, and sexual assault.

8.8. Information Security. Although not authorized access to classified information, contractor personnel may occasionally need to have knowledge of confidential or sensitive information, such as information about unit movements. The Contractor shall comply with SECNAVINST 5510.36A per the provisions of the Headquarters

Marine Corps Information and Personnel SOP. The Contractor shall ensure all personnel are aware of their responsibility to safeguard sensitive and privileged information.

9. Contractor Internal Management

9.1. The Contractor must possess in-depth knowledge and expertise related to the populations supported by this effort. The Contractor is responsible for providing suitable technical and management support to maintain ongoing responsibilities delineated by activity, as well as slight variances in the scope of activities. The Contractor shall also appoint a solely dedicated Program Manager to coordinate task activities and to serve as the overall expert for successful completion of all PWS tasks, at all locations, as well as to serve as the primary interface with the

Government’s staff representative responsible for this effort.

9.2. The Contractor shall be responsible for one hundred percent (100%) of the WWCC support, internal management, and administration. The Contractor shall furnish all services to ensure the effective and efficient performance of functions identified throughout this PWS. The Contractor must be capable of providing flexible, responsive, and high quality services and support; this includes providing highly qualified personnel to meet the

PWS's requirements. Moreover, the Contractor's use of personnel management applies highly qualified capabilities in the most productive manner. The Contractor will travel, if necessary, to conduct reviews to ensure the effective and efficient performance of tasks identified throughout this PWS.

9.3. The CCR supporting the WWCC are often the first line of communication, through the initiation of outreach calls or incoming calls from wounded Marines and their family members. The Contractor must hire personnel for these positions that possess a high level of professionalism and effective communication skills.

9.4. Local Travel. Training, meetings, and other requirements may require travel for attendance. However, the

Government will not reimburse the Contractor for local travel expenses. The Joint Travel Regulations define local travel as travel within a fifty (50) mile radius of the Government location for which services are being provided.

9.5. Non-Local Travel. This effort will require non-local travel. Non-local travel will be required in performance of this contract. Non-local travel is defined as travel outside of a 50-mile radius of the Government location for which services are being provided. The Government will reimburse the Contractor for non-local travel directed by the Government. The PM is required to request for travel and report all non-local travel trips and costs to the COR.

The Government will not reimburse the Contractor for travel expenses without the COR’s approval.

9.6. Hours of Operation. The Call Center shall be staffed and resourced according to the tasks (24/7/365).

Contractor employees may not have access to Federal workspace or COR on the following Federal holidays and any day deemed to be a holiday by the President of the U.S.:

New Year’s Day

Birthday of Martin Luther King, Jr

Washington’s Birthday

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

9.7. The PM shall be available to the WWR and MF staff during core hours of operation from 0800 to 1830 local time, Monday thru Friday except for Federal holidays.

9.8. Non-Personal Service Statement. Contractor management personnel will be responsible for the control, direction and supervision at all times of contractor employees performing services under this contract. The

Contractor’s management personnel shall ensure employees properly comply with the performance standards outlined in the PWS. Employee actions may not be interpreted or implemented in any manner that results in any contractor employee creating or modifying Federal Policy, obligation of appropriated funds of the U.S. Government, overseeing the work of Federal employees or other violations set forth as prohibitions in Parts 7.5 and 37.1 of the Federal

Acquisition Regulation (FAR).

9.9. General Management Practices. The Contractor shall employ management practices that support operational efficiency and cost effectiveness, and reinforce quality performance and high productivity by contractor personnel.

The Contractor shall ensure contractor-related activities, including meetings and visits to company offices, do not interfere with the performance of this effort.

9.10. Commitment to Quality. The Contractor must be able to demonstrate a commitment to quality by establishing internal practices and procedures to ensure program quality through ongoing evaluation, self-correction, and innovation.

9.11. Plans and Procedures. SOPs must be consistent quality of service delivery throughout the program; the

Contractor shall adhere to the SOPs provided within the contract proposal submission. The Contractor shall update the SOPs with lessons learned and new efficient processes. All updates shall be routed to the COR for review and comment prior to implementing the change(s) in the SOPs.

9.12. Contract Administration. The Contractor shall establish processes and assign appropriate resources to effectively administer the contract. This shall include internal management of tasks, personnel actions, subcontractor management, finance, and interface with the Government staff. At all times, the Contractor shall be responsible for the actions of their teaming partners and subcontractors.

9.13. Government Responsibilities and Interface. The WWR and MF will designate a COR who will represent the Contracting Officer by having oversight of all tasks within the contract to include technical oversight of performance, deliverable acceptance, invoice certification, and coordination of follow-on work efforts. The COR is not empowered to award, agree to, sign, or modify any contract, including delivery orders, or in any way to obligate the payment of money by the Government. The COR may not take any action which may affect contract or delivery order schedules, funds or scope. The Contracting Officer must make all contractual agreements, commitments or modifications involving price, quantity, quality, delivery schedules, labor mix, or other terms and conditions of the contract. The COR shall not disclose source selection or proprietary information, provide any budgetary information to the Contractor, authorize personal services, or interfere with the Contractor’s personnel practices or organized labor. The Marine Corps Installations Command National Capital Region – Regional Contracting Office

(MCINCR-RCO Contracting Officer will interface with Prime Contractor representatives for payment, administration, and all contractual issues.

10. Government Furnished Information (GFI)

10.1. The Contractor shall be familiar and comply with current applicable directives and instructions governing the references listed below. Unless specified otherwise, publications listed, or updated versions, are available online. If a publication is not available on the internet, the COR will provide this publication to the Contractor upon request.

JTR Travel Regulations

SECNAVM-5210.T Department of the Navy Records Management Program

NAVMC DIR 5210.11 E Marine Corps Records Management Program Manual

SECNAV-5510.36 Department of the Navy Information Security Program (ISP)

SECNAVINST 1850.4E DON Disability Evaluation System Manual

MCO 6320.2F Administration and Processing of Hospitalized Marines

MCO P3000.13 E Readiness Standard Operating Procedures (SOP)

MCO P1070.12K MARCOR Individual Records Administration Manual (IRAM)

Wounded Warrior Regiment Order 3000.1 (COR will provide a copy)

MARADMIN 624/08 Homeland Security Presidential Directive 12

Marine For Life Order (COR will provide copy) https://www.safehelpline.org/search.cfm http://centers.rainn.org/

10.2. The GFI will include directives, instructions, and access to any technical information and databases deemed appropriate to facilitate performance requirements (i.e., the MCWIITS). This information also includes PII, safeguarded by the Contractor in accordance with the signed non-disclosure agreement.

11. Government Furnished Facilities and Property

11.1 No Government furnished facilities or workspaces provided as a matter of routine within HQMC’s WWR and MF aboard Marine Corps Base (MCB) Quantico, Virginia. The Contractor has access to Government workspaces, as necessary, to provide the PWS specified support, which may include occasional, temporary, on-site support. The government will furnish the necessary workspaces, which will include desks, telephones, computers, and computer peripheral and connectivity for the WWR satellite Contact Centers located aboard Marine Corps installations Camp Pendleton and Camp Lejeune. The Contractor requires all personnel to keep Government property in their possessions (e.g., workspaces, furnishings and equipment) in a manner consistent with Marine Corps standards for fire prevention, health and safety.

12.0 Contractor Furnished Facilities and Equipment

12.1. The Call Center operations shall have off-site office spaces located no further than ten (10) miles from the

MCB Quantico’s front gate to house the Quantico-based contract employees. The Contractor is responsible for providing equipment, furniture, materials, supplies, and other effects as required for all off-site locations, including

FSRs, in the performance of this effort. The contractor will be responsible for providing and maintaining computers, printers, computer peripheral devices, software, commercial Internet access, and a company-provided e-mail address. The current versions of the Microsoft Office suite, Internet Explorer, ActivClient and Adobe Acrobat

Pro must be available to all employees under this contract. All Government-owned software in support of this effort will be provided and requires conditional approval from the proper authority for access to Information Technology systems. The government will provide updates to system requirements to the Contractor.

12.2. At the WWR Wounded Warrior Operations Center (WWOC) and at the Contact Centers located aboard

Marine Corps Installations Camp Pendleton and Camp Lejeune, the Government will be responsible for providing computers (workstations), computer peripherals, and Internet access as required in the performance of this effort.

The Contractor personnel will be required to access to the Marine Corps Enterprise Network (MCEN) and data using Common Access Cards (CAC). The contractor will request access to the secure systems and will establish user accounts for the systems that are not CAC-enabled. All contract employees will require a CAC to gain access to MCEN and Web-based applications. All contract employees are also required to have a visitor request submitted by the contract company in JPAS prior to arrival. Please see below references:

Contractor personnel must meet specific requirements in order to be granted these privileges and maintain these credentials. Compliance with all USMC communications regulations pertaining to network activities is mandatory.

Failure to comply with security requirements will result in revocation of access privileges and personnel removal from work under this contract. FIPS PUB 201 is available at: http://csrc.nist.gov/publications/fips/fips201-1/FIPS-

201-1-chng1.pdf. The Office of Management and Budget (OMB) associated guidance, M-05-24 can be found at:

http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

The Contractor(s) shall be required to obtain DoD CACs to work under this PWS. The Contractor(s) are also required to have a favorable T-3, T-3R or NACLC adjudication and to obtain privileged access to required servers.

Personnel with unfavorable adjudications are not eligible to perform work on this contract. If the contractor(s) do not have a current adjudication of T-3, T-3R or NACLC, then, prior to commencement of work on this contract, all contractor personnel, at a minimum, must have an initiated Electronic Personnel Security Questionnaire (EPSQ

SF86), which must be reflected as such within the DoD Personnel Security System (currently Joint Personnel Access

System (JPAS)) to perform work on this task to access Government systems in support of WWR.

http://www.safehelpline.org/search.cfm http://centers.rainn.org/ http://csrc.nist.gov/publications/fips/fips201-1/FIPS-201-1-chng1.pdf.

http://csrc.nist.gov/publications/fips/fips201-1/FIPS-201-1-chng1.pdf.

https://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

Contractor shall coordinate with the local site or activity as to procedures and issuance of the CAC. The Contractor shall provide necessary Information Assurance certificates from MarineNet (CYBERC) and coordinate with WWR

IT to complete a System Authorization Access Request (SAAR) form to obtain a .mil e-mail address. MCEN e-mail can be accessed on a MCEN workstation or on a Contractor workstation with a CAC reader. The account must be accessed at least once per every 30 day period.

13. Performance

13.1. The Contractor is responsible for establishing and maintaining a 24/7/365 operations to support the WWCC requirements as outlined. The Contractor is responsible for developing and implementing a support structure to meet program objectives set forth in the PRM in line with the PRS portion of the QASP. The Contractor shall establish the procedures and protocols to ensure compliance of service maintenance standards throughout the hours of operation, as well as capture metrics and implement actions for continuous service improvement. The Contractor is responsible for continuous quality improvements in response to program changes and new service offerings. In addition to conducting targeted outreach, the Contractor is responsible for continuously monitoring and supporting

WWR SM sites and maintaining the WWR Mobile Application for possible leads or emerging requirements needing immediate response for RSM.

13.2. The Contractor is responsible for ensuring the effectiveness of the WWCC operations, inclusive of facilities and infrastructure at off-site locations, and the overarching management required to maintain program standards.

The Contractor PM shall be the principal interface with WWR and MF staff and is responsible for all operations;

staffing and training; support; and quality aspects of the program strategy. This includes establishing a cohesive management framework ensuring proper execution of the program objectives of this effort are within program constraints and are compliant with the quality provisions set forth in the PRS or PRM portion of the QASP. Critical responsibilities include management of program priorities, scheduling, coordination with WWR and MF staff, and ensuring the overall quality of services and products. Throughout task order execution, the Contractor has the latitude to coordinate the use of staff, align program infrastructure for efficient, economic execution, define and produce interim/draft products, and ensure the overall quality of the deliverables/services. Specific responsibilities between the Government and Contractor, as well as a final schedule of task activities and deliverables shall be coordinated within five (5) business days of contract order award, reviewed monthly, and modified only through bilateral agreement. Cardinal changes to the requirements set forth in this PWS that depart from the Contractor’s accepted proposal represent willful action on the part of the Contractor and shall not be grounds for consideration after the fact. Substantive changes that require modification of the Contractor’s proposed solution are through formal, bi-lateral agreement with the government RCO. The Contractor may also offer changes in the scope and nature of the services provided that will improve upon current standards, or otherwise create value and benefits in the execution of the overall mission of the WWR and MF.

13.3. WWCC Operations (Call Center). The Contractor shall acquire and maintain suitable facilities and infrastructure no further than ten (10) miles from the MCB Quantico to support central execution of program requirements, supervisory functions, and interface with the Government staff. All information technology, peripheral, systems, equipment, and associated support infrastructure shall be identified and maintained in a state of operational readiness throughout the period of performance.

14. Quality Assurance Surveillance Plan (QASP)

14.1. Objective. This Quality Assurance Surveillance Plan (QASP) serves as the principal basis for assessing the overall performance quality associated with the USMC Wounded Warrior Call Center. This document will be used by the Government to assess the effectiveness of the Contractor’s quality with respect to management and technical services provided. This QASP provides the methodology by which the Contractor's performance will be monitored to determine compliance with established performance objectives. It will also establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. The plan is designed so that surveillance is limited to that which is necessary to verify the Contractor is performing management and technical services satisfactorily and relates directly to performance objectives of the performance objectives delineated in the PWS.

14.2. Government Surveillance. The Contracting Officer’s Representative (COR) will serve as the administering authority for this task order, and his authority will be limited to administering specific technical aspects of the…