M00264-21-R-0003-0001 Amendment.docx

M0026421R0003

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 1449 - CONTINUATION SHEET

The following have been modified:

52.212-1 ADDENDUM

52.212-1 ADDENDUM

INSTRUCTIONS TO OFFERORS

The Government intends to award a single Firm Fixed Price (FFP) contract with a cost reimbursable travel contract line item number (CLIN).

1. Submission Information

Each Offeror is required to submit a proposal that is sufficiently detailed and complete to fully demonstrate an understanding of, and compliance with, all of the requirements of the solicitation. Proposals shall contain only material directly related to this acquisition. Proposals are solicited on an “all or none” basis. Offerors shall not submit multiple proposals representing alternative terms and conditions for satisfying the requirements of this solicitation. Proposals must be prepared in accordance with these instructions. Failure to follow the instructions or conform to all the requirements outlined in this solicitation may result in the Offeror’s submission being determined unacceptable and ineligible for award. After receipt of proposals the Government may, with or without notice, negotiate with and, if desired, seek proposal revisions from as many or as few Offerors as it, in its discretion, deems appropriate.

Each Offeror’s submission shall be screened by the Contracting Officer or designee upon receipt to ensure completeness and compliance with the instructions contained herein. Elimination of a proposal is at the sole discretion of the Contracting Officer.

1. Submission of Questions and Proposals

Due to the firewall at Marine Corps Base Quantico, please be advised that it is the Offeror’s responsibility to ensure all electronic submissions are received by the Marine Corps Installations Nation Capital Region- Regional Contracting Office (MCINCR-RCO) in the timeframe given below.

Questions

All comments and questions must be submitted using Attachment 1, “Question & Answer” spreadsheet for ease of Government review and to minimize response times. Offerors shall use the form in its original file format and not convert the form to a version in Word, Adobe Acrobat (.pdf), or other file format. To ensure the Government understands the context of the question, and therefore responds accordingly, Offerors shall ensure the referenced document name, section number, page number, and paragraph number are provided as applicable.

Comments, questions, or inquiries concerning this solicitation shall not be submitted to any Government representative other than the Contracting Officer and/or Contract Specialist identified herein.

All questions must be received by 15 October 2020, 9 am. All questions must be sent electronically to Cyndi Guthridge at cynthia.guthridge@usmc.mil.

Proposals

Offerors are to submit both an electronic copy and a hard copy of its proposal.

Proposals must be uploaded and submitted through the Department of Defense SAFE (Secure Access File Exchange) no later than the date and time referenced in Block 8 of the SF 1449. Email notification of the proposal ‘drop-off’ must be sent to Cyndi Guthridge at cynthia.guthridge@usmc.mil no later than the date and time referenced in Block 8 of the SF 1449.

One (1) hard copy of the proposal must be received at the following location no later than the date and time referenced in Block 8 of the SF 1449. The hard copy must be stapled by volume. (No binders please.)

2010 Henderson Rd.

Quantico, VA 22134 ATTN: Cyndi Guthridge

The following site provides information for Marine Corps Base Quantico access: https://www.quantico.marines.mil/Base-Access/

In the event of a conflict between the electronic proposal and the hard copy proposal, the electronic copy takes precedence.

Volume I file format shall be in either Microsoft Word (.docx) or Adobe Acrobat (.pdf).

Volume II file format shall be in either Microsoft Word (.docx) or Adobe Acrobat (.pdf).

Volume III file format shall be in either Microsoft Word (.docx) or Adobe Acrobat (.pdf).

Volume IV file format shall be in Microsoft Excel (.xlsx).

1. Proposal Format

In order to maximize efficiency and minimize the time for proposal screening and evaluation, it is required the Offeror submit its proposal in accordance with the format and content specified throughout and below:

· Pages are to be typewritten;

· Single-spaced typed lines;

· No smaller than Times New Roman, 10 point type; Graphs, tables, charts, and diagrams shall be no smaller that 10 point type;

· 1/2 inch margins (all sides);

· Printable to an 8.5 x 11 inch paper;

· Spreadsheet files shall include all formulas. All rows, columns, cells and worksheets shall be visible. Limit is two decimal places (i.e. 12.34);

· Page limitations specified below shall not be exceeded. All material in excess of the specified page limits will neither be read nor evaluated. Cover pages, table of contents, appendices, references, plans, etc., as well as graphs, tables, charts, attachments and diagrams are included in the page count. When both sides of a sheet display printed material, it shall be counted as two (2) pages;

· Pages shall be numbered consecutively within each volume showing volume and page. For example page 12 of Volume I is numbered I-12 and page 5 of Volume II is numbered II-5;

· Each page must include the solicitation number, and the Offeror’s name;

· Each page of the Proposal should be affixed the following footer: “Source Selection Information: See FAR 2.101 and 3.104”;

· Hyperlinks are not permitted.

1. Proposal Content

The proposal must demonstrate an understanding of and an ability to meet all of the requirements set forth in the Request for Proposal’s (RFP’s) Performance Work Statement (PWS). The Offeror shall provide sufficient detail to substantiate the validity of all statements. The Offeror shall demonstrate that the proposal is in compliance with the requirements, terms, and conditions of the RFP. Comprehensive responses to the requirements of the RFP are required to enable the Government to evaluate the Offeror’s understanding of and capability to accomplish the requirements of the PWS. General statements that the Offeror can or will comply with the requirements, that standard procedures will be used, that well known techniques will be used, or paraphrasing the solicitation’s requirements in whole or in part, will NOT constitute compliance. Failure to conform to any of the requirements of the solicitation may form the basis for rejection of the proposal.

All terminology must comply with Marine Corps Order (MCO) 3040.4 and MCO 6320.2, and Wounded Warrior Regiment Order 3000.1, 3000.2B, and 6300.1.

Brochuremanship is NOT desired, rather clarity, completeness, and conciseness are essential. Since only the information submitted in response to this solicitation will be evaluated, with the exception of past performance information, the Offeror must make certain that its proposal is complete with regard to the information provided. Data previously submitted, or presumed to be known, e.g., previous projects performed for the Government, will not be considered in the evaluation unless that information is physically contained in the proposal. Information provided must be consistent amongst all volumes.

The Offeror is advised that the Government may selectively verify any information provided in the proposal. The Offeror is cautioned that it is responsible to ensure that material that it desires to have evaluated for a particular section is contained in that specific section.

Proposals shall be presented in four (4) separate volumes:

· Volume I (Administrative)

· Volume II (Technical Factors)

· Volume III (Past Performance)

· Volume IV (Price)

VOLUME I: Administrative (No page limit for this volume)

This volume shall address the following:

1. Solicitation and Amendments cover sheet with the appropriate blocks filled in by the Offeror;

1. Offer Letter. The Offer Letter shall be signed by an authorized company official and include the following:

· The solicitation number;

· Company Information. The name, address, DUNS number, CAGE Code, telephone number, and Tax Identification Number (TIN);

· Authorized Personnel. Provide the name, title, telephone number, facsimile number, and e-mail address of the company/division point of contact who can obligate your company contractually. Also, identify those individuals authorized to negotiate with the Government and who can answer questions regarding your proposal;

· Terms of any express warranty;

· “Remit to” address, if different than mailing address;

· Acknowledgment of solicitation Amendments (if applicable or not previously acknowledged);

· Agreement with terms. A statement specifying the extent of agreement with all terms, conditions, and provisions included in the RFP. Offerors are to clearly detail any exceptions taken and the rationale for the exceptions taken to the RFP. Please note that exceptions taken to the RFP may render the proposal unacceptable to the Government; and

· The total evaluated price for this effort that aligns with the completed Pricing Template.

1. Organization Conflict of Interest (OCI) - Offeror shall provide an affirmative statement that no OCIs exist or a detailed plan which mitigates existing or anticipated OCIs. Confirmation of DFARS 252.204-7012 compliance;

1. A completed copy of all solicitation representations and certifications. If the Offeror completed the representations and certifications in the System for Award Management (SAM), it shall include a statement stating its representations and certifications are up to date in SAM. Any representations and certifications that are not available for completion within SAM must be submitted in this volume;

1. Proposal expiration date (no less than 120 days).

THE TECHNICAL PROPOSAL MUST NOT CONTAIN ANY PRICING DATA.

VOLUME II: TECHNICAL PROPOSAL (Total page limit for Volume II is 70 pages which are separated by factors with the following page limits: Factors 1 and 2 combined is 20 page limit; Factor 3 is 50 page limit.)

Please see Attachment 2 for historical information to be utilized towards the proposal. All historical data provided herein is for informational purposes only. Historical data may not be indicative of the level of effort required to fully satisfy the tasks required in the PWS.

Each Factor in the Technical Proposal must be clearly labeled in the following order:

Factor 1: Geographic Requirement

The Offeror must provide sufficient evidence of its ability to provide at contract award a call center located within 15 minutes travel time of MCB Quantico’s Main Gate 1 / Fuller Gate OR Back Gate 2 / Russell Road (Commissary) that meets the capabilities required in PWS 6.1.1. Sufficient evidence is defined as an address, land lines/phone service records, leasing agreement, or letter of intent. (Both a leasing agreement and a letter of intent require lessor and lessee signatures.)

Factor 2: Staffing

The Offeror must provide a comprehensive staffing matrix showing its proposed labor mix and labor hours for each CLIN. The matrix must include the qualifications and capabilities (e.g. experience, training, education, etc.) and capacities (e.g. process X number of transactions per hour per person) for each proposed position and demonstrate how the proposed labor mix will allow the contractor to meet or exceed all requirements in the PWS (capability requirements and capacity requirements).

The Offeror must provide a resume for each individual filling a critical position identified in the PWS at Section 8.1 that demonstrates the requisite minimum skills, education, and experience, and a letter of intent for each individual filling a critical position. Resumes that exceed minimum requirements will therefore become the new minimum qualification for future replacements in accordance with PWS Section 20.

Factor 3: Management

The Offeror must submit a Standard Operating Procedure (SOP) as required in the PWS in Draft form. The Offeror’s Draft SOP must detail how it will operate their responsibilities in the day-to-day operation for successful execution of the PWS requirements. Details should include its management approach and processes, and quality measures. Minimum content required in the Draft SOP is listed in CDRL A004. Note, the Government intends to allow up to 30 days for transition in. Transition in shall not be separately priced; the cost attributed to transitioning in shall be included in the fixed price.

VOLUME III: PAST PERFORMANCE (Page limit for Volume III is 15 pages. Page limit includes the first page of the Assessor Past Performance Questionnaire, as applicable.)

Factor 4:

The Offeror must provide information on three (3) contracts within the last five (5) years (projects may be ongoing) that are relevant in scope and similar in size and complexity to the tasks required in the PWS, using Attachment 3, “Past Performance Questionnaire”. The Offeror must be the prime contractor on at least one (1) of those contracts. Past performance as the prime contractor will be considered more relevant than as a subcontractor. As the attachment specifies, each previous effort must include the contract or task order number (no solicitation number); dollar value; type of contract; period of performance; and an explanation of how it is relevant to this effort in terms of scope and how it is similar in size and complexity. The explanation should identify how much of the previous effort is relevant to the scope of the requirement by dollar value (i.e. what was the dollar value of the portion of the work performed under the previous effort applicable to this PWS). The Offeror’s past performance information must demonstrate actions employed to identify risks and overcome problems encountered.

For Single Award IDIQ contract past performance record, task orders under an IDIQ contract counts as one (1) past performance record.

For a Multiple Award IDIQ contract past performance record, each task order referenced in the proposal counts as a past performance record.

If the Offeror relies on past performance information contained in the Contractor Performance Assessment Report (CPARS), it shall ensure that the information is a final CPARS record. Draft records will not be considered. The Offeror shall ensure that an “Assessor Past Performance Questionnaire”, Attachment 4 is issued to the respective point of contact if there is not a CPARS records available for the past performance record referenced in the proposal.

All Offerors shall provide information that demonstrates historical compliance with the requirement of FAR 52.219-8 (Utilization of Small Business Concerns).

VOLUME IV: PRICE (Page limit is 5 pages, not including the SF 1449 CLIN schedule.)

Factor 5:

All information relating to pricing/cost data shall be included in this volume. The price must cover all resources required to complete the requirements of the proposed effort. Offerors are to include a narrative of its pricing methodology / basis of pricing. Offerors are to complete the SF 1449 contract line item number (CLIN) schedule, with prices not exceeding two (2) decimals, for each period of performance. The price data should support the level of resources proposed in Volume II, the Technical Proposal volume.

The Offeror shall use the not to exceed (NTE) amounts provided in the CLIN schedule and pricing template for CLIN X006; this CLIN is not fee bearing.

In addition to filling out the CLIN schedule, Offerors shall complete and submit the attached Excel Pricing Template, Attachment 5.

Due to the competitive nature of this procurement, the Government is not requesting submission of certified cost or pricing data. The Offeror shall not submit certified cost or pricing data substantiating the cost elements being proposed. If adequate competition is not obtained or should a situation develop that the Government will require submission of information other than cost or pricing data, the Offeror should be prepared to submit the cost or pricing data within five business days of request.

Due to the Government’s fiscal law environment, this contract may be incrementally funded. The Offeror is forewarned that partial funding may be used to execute this contract and when applicable, the incorporation of clause 252.232-7007 Limitation on Government’s Obligation will be utilized.

(End of Provision Addendum)

List of Proposal Request Attachments

As identified in the Exhibit/Attachment Table of Contents, the following clarifies which exhibits/attachments will and will not become part of the contract at time of award, The following will become part of the resultant contract:

Attachment 5: Price Template (as proposed), Exhibit A: CDRL A001 through CDRL A010

The following will not become part of the resulting contract:

Attachment 1: Q&A Document Attachment 2: Historical Information Attachment 3: Past Performance Questionnaire Attachment 4 Assessor Past Performance Questionnaire

52.212-2 EVALUATION

52.212-2 ADDENDUM

EVALUATION AND BASIS OF AWARD

1. Basis for Award

It is the Government’s intent to award a single Firm-Fixed-Price Order, with a cost reimbursable travel contract line item number (CLIN) to the responsible Offeror, whose proposal conforming to this solicitation, provides the best value to the Government utilizing the procedures in FAR Part 12, in conjunction with FAR Part 15 as applicable. Best value means the expected outcome of an acquisition that, in the Government’s estimation, provides the greatest overall benefit in response to the requirement. Best Value evaluation is, in and of itself, a subjective assessment by the Government of which proposal provides the optimal results to the Government. The Government intends to make an award off of initial proposal; therefore, Offerors should provide their most competitive and complete proposal assuming there will not be a future opportunity to revise its proposal. However, after receipt of proposals the Government reserves the right to (with or without notice) negotiate with and, if desired, seek proposal revisions from as many or as few Offerors as it, in its discretion, deems appropriate. The Government is not bound to make award to the highest technically-rated proposal nor is it bound to make award to the lowest-priced proposal.

The Government will perform an evaluation and comparative analysis (comparing Offeror responses to one another) to select the Offeror that is best suited to meet the requirements of the solicitation.

II. Evaluation Criteria

Factor 1: Geographic Requirement, is the most important factor and is considered go/no-go gate criteria. The Government will evaluate the Offeror’s evidence for compliance of its call center location is within a 15 minutes travel time from either MCB Quantico’s Main Gate 1 / Fuller Gate OR Back Gate 2 / Russell Road (Commissary). The Government will continue the evaluation process for Offeror’s meeting this criteria. Offeror’s not meeting this criteria will not be evaluated further and will not be considered for award.

In order to determine the proposal providing the best value, a tradeoff process of the following factors will be conducted:

Factor 2: Staffing Factor 3: Management Factor 4: Past Performance Factor 5: Price

Factors 2 and 3 are equally important, and are more important than Factor 4. The non-price factors (Staffing, Management, Past Performance) when combined are significantly more important that Factor 5: Price. Price becomes increasingly important when Offerors receive similar ratings for the non-price factors.

The Government will evaluate each Offeror’s proposal to determine the extent to which the Offeror has demonstrated its ability to accomplish the tasks listed in the PWS, as outlined in FAR 52.212-1 Addendum, Instructions to Offerors. The Government will evaluate more favorable technical approaches that exceed the minimum requirements outlined in FAR 52.212-1 Addendum, Instructions to Offerors and the PWS, and demonstrate an increased potential for success.

Factor 2: Staffing

The Offeror will be evaluated on:

· The comprehensive staffing matrix for each CLIN, to include the qualifications and capabilities and capacities for each proposed position, and how the proposed labor mix will allow the contractor to meet or exceed all PWS requirements;

· The proposed critical position’s skills, education, and experience meeting the standards established in the PWS at Section 8.1.

Factor 3: Management

The Offeror will be evaluated on:

· Its Draft Standard Operating Procedures (SOP) meeting the minimum content requirement and detailing the operational responsibilities, to include its management approach and processes, and quality measures, in day-to-day operations to successfully execute PWS requirements.

Factor 1 Rating Methodology

The use of a Go / No-Go rating method will be utilized for Factor 1. The Offeror will be rated ‘Go’ if it meets the gate criteria or rated ‘No Go’ if it does not meet the gate criteria. An Offeror rated “No Go” for Factor 1 will not be considered for award. The Government will not evaluate any other factor for Offerors who receive a rating of “No Go” for Factor 1.

Factor 2 and Factor 3 Rating Methodology

The use of a combined Technical / Risk rating method will be utilized for Factors 2 and 3. This method provides a single rating for risks associated with the Offerors technical proposal. The combined technical / risk rating includes consideration of risk in conjunction with the strengths, weakness, significant weaknesses, uncertainties, and deficiencies in determining technical ratings.

Based on a proposal’s strengths, weaknesses, and deficiencies, the Technical Evaluation Team will assign an adjectival rating from the following table for Factor 2 and for Factor 3.

Note: A proposal receiving an “Unacceptable” rating for Factor 2 or for Factor 3 will result in the entire proposal being determined ‘unacceptable’; therefore no further evaluation of the proposal will be performed and the Offeror will not be considered for award.

Factor 4: Past Performance

The past performance evaluation factor assesses the degree of confidence the Government has in an Offeror’s ability to supply services that meet users’ needs, based on a demonstrated record of performance. The past performance evaluation may take into account past performance information regarding predecessor companies or subcontractors that will perform major or critical aspects of the requirement when such information is relevant to the performance of tasks detailed in the PWS.

The Offeror will be evaluated on:

· The degree to which the Offeror’s three (3) past performance submissions are recent, and relevant in scope and similar in size and complexity to the tasks required in the PWS;

· Actions the Offeror employed to identify risks and overcome problems encountered.

Past performance evaluation will include an Offeror’s history of compliance with the requirements of FAR 52.219-8 (Utilization of Small Business Concerns).

Evaluators may use information obtained from the references and through any other Government or public records to evaluate the Contractor’s past performance. Contractors who have successfully performed requirements similar in scope, size, and complexity will be evaluated more favorably. Offerors not having information, or the information is not available, on past contract performance will be rated neutral.

The Past Performance Evaluation Team will evaluate Factor 4 using the following methodology and ratings:

The recency of the Offeror’s past performance will be evaluated first using ‘Recent’ or ‘Not Recent’. Recent is defined as performance occurring within the past five (5) years from the date of solicitation release.

Evaluators will then assess relevancy of each recent past performance. The Government shall evaluate relevancy by assessing whether the past performance effort proposed is relevant in scope, and similar in size and complexity of the work contained in the PWS using the table below:

PAST PERFORMANCE RELEVANCE RATINGS

Lastly, Evaluators will establish the overall quality of the Offeror’s past performance by reviewing all past performance information collected and determine the quality of the Offeror’s performance and general trends.

As a result of the recency, relevancy, and quality assessments, the Past Performance Evaluation Team will then assign an integrated performance confidence rating using the table below:

PAST PERFORMANCE CONFIDENCE ASSESSMENT RATINGS

Factor 5: Price

The total evaluated price utilized by the Government will be the sum of the proposed total in the pricing template attachment (base and option line items of all Firm-Fixed-Price CLINs, the Government's amount of the not-to-exceed ODC CLIN, and 50% of the last option period to incorporate FAR 52.217-8 into the total evaluated price). The Evaluation of the options does not oblige the Government to exercise the option periods. In order to be considered for award, the quoted price must be determined to be fair and reasonable. The Government may determine that a response is unacceptable if the option prices are significantly unbalanced, and the lack of balance poses an unacceptable risk to the Government. The Government will use price analysis techniques in FAR 15.404-1(b) to support the Contracting Officer’s determination that the price is fair and reasonable.

(End of Provision Addendum)

PERFORMANCE WORK STATEMENT

WOUNDED WARRIOR

CALL CENTER OUTREACH AND SUPPORT

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

This non-personal services requirement provides outreach and resource support to the United States Marine Corps Recovery Care Program (RCP) and is a vehicle the Wounded Warrior Regiment (WWR) will use to meet its mission. This contract is a follow-on for the RCP’s Sergeant Merlin German, Wounded Warrior Call Center (WWCC) that provides assistance services for wounded, ill, and injured (WII) Marines, Sailors attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status. The WWCC supports the WWR core mission with expert execution of a comprehensive outreach and assistance program for WII Marines through central operations at Marine Corps Base (MCB) Quantico, VA and satellite operations on each coast. Support and assistance includes, but is 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 communication with political and social alliances. Integral to the execution of this requirement is the vital outreach and support role conducted at the WWCC located in Quantico, VA and the Wounded Warrior Battalion satellite Contact Centers located at MCB Camp Lejeune, NC and MCB Camp Pendleton, CA.

1. WWR MISSION

Wounded Warrior Regiment provides leadership and enables non-medical care to combat and non-combat Wounded, Ill, and Injured (WII) Marines, Sailors attached to Marine units, and their family members in order to maximize their recovery as they return to duty or transition to civilian life.

1. BACKGROUND

The WWR’s RCP is supported by the WWCC. 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’ WWR. This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides these wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with WII Marines to ensure the appropriate delivery of resources, benefits, and WWR support is received by WII. Support services are provided by WWCC and satellite Contact Center Customer Care Representatives (CCR), Non-Medical Case Managers (NMCM), and by Field Service Representatives (FSR).

1. SCOPE

The objective of this Performance Work Statement (PWS) is to provide the supported population - active duty, separated, retired, veteran - of approximately 35,000 WII Marines, Sailors attached to Marine Corps units, and their family members a centralized outreach and resource call center to assist with the recovery process and transition to veteran status through successful execution of the PWS Tasks. The supported population is subject to change, and may increase during times of war or crises, such as national emergencies.

1. GENERAL REQUIREMENTS

The Contractor should possess in-depth knowledge and expertise related to the support population supported by this effort. Knowledge of industry best practices in customer service, contact center operations, and prescribed rules of conduct concerning privacy and confidentiality of information to provide a fully integrated, support solution is critical to successful execution of the PWS tasks. The Contractor is responsible for continuous quality improvements in response to program changes and new service offerings. With the exception of Field Service Representatives (FSRs), all effort under this requirement is performed at the physical locations identified and in accordance with Section 14.

5.1. Outreach Requirements

While the WWCC and Contact Centers receive incoming phone calls, conducting outgoing telephone calls, text messages, and emails are the primary means of supporting the supported population. The following outreach intervals for current injury classification/severity are required:

Current Injury Classification Outreach Requirements

Note: 1) Current injury classification/severity may not be the same as initial classification/severity. Frequency of contact may increase in relation to the service member’s need. 2) Classifications are defined in Marine Corps Order (MCO) 3040.4 (see Section 19, References).

Contact is defined as actual communication, via talk, text, or email, with the Marine, Sailor, or family member. There must be three (3) contact attempts, all made at different times of the day. All contact must be documented in the Marine Corps Wounded Ill and Injured Tracking System (MCWITTS).

5.2 Required support services are provided by:

5.2.1 Customer Care Representative

Customer Care Representatives (CCRs), considered the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as conduct an assessment of the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. Contact Center CCRs will typically work an 8-hour shift.

5.2.2 Non-Medical Case Management

Non-Medical Case Managers (NMCM) provide extended support and outreach calls of non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during the course of their initial phone call. NMCMs work cases until all issues have been resolved before transferring them back to the WWCC or Contact Centers CCR for continued outreach and support. The required number of NMCMs and their case load will vary based upon the needs of the target population. 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 average 40 cases each. NMCMs are located at the WWCC and at both satellite Contact Centers. Each NMCM will have a telephone number separate from the main call center number to manage cases requiring support beyond a CCR. Additionally, a NMCM may be assigned a 90-day post End of Active Services (EAS) for a Recovering Service Member (RSM) whose case was supported by a Recovery Care Coordinator (RCC) while on active duty. NMCMs will utilize MCWIITS to document the WII Marine’s concerns and issues.

5.2.3 Field Service Representative

Field Service Representatives (FSRs) provide complex non-medical case management and extended support to the supported population. FSRs serve as facilitators and coordinators connecting transitioning WII Marines to federal, state, and local support and transition resources. FSRs serve as liaisons for WII Marines and their families with Veterans Administration Transition Case Management teams to coordinate veteran medical care and will advocate on their behalf with representatives from various medical facilities. FSRs will engage Veteran Affairs Transition Patient Advocates to help coordinate Veteran medical care and benefits. FSRs will disseminate information on: family and caregiver support services (e.g., respite care, scholarship opportunities, counseling support), and information on education and employment resources to assist transitioning WII Marines in their local communities (e.g., resume development, interview skills, network/employment opportunities, and application completion). FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases and conduct face-to-face interviews.

5.3 Targeted Outreach Capability

The Contractor will integrate all platforms/databases, such as MCWIITS, Share Point, and share-drive that consolidate available resources, specific to the Marine being contacted during the course of the initial phone call. WWCC representatives will access information from MCWIITS prior to and during each call. MCWIITS provides the Marine’s current address, phone number, email, interest inventory items, support needs, Comprehensive Recovery Plan Goals, and available resources specific to the Marine’s needs. The intent is to make this information available to the WWR in the most efficient manner and would prevent possible violations of Personally Identifiable Information (PII) and Protected Health Information (PHI) or Health Insurance Portability and Accountability Act (HIPAA) policies. Access and training for MCWIITS will be provided by the Government. The end state will be well documented in MCWIITS and will include information, resources, and feedback specific to each WII service member and their family members.

5.4 Performance Metrics

The Contractor will establish, track, capture and provide performance metrics associated with call handling, call log references, intakes, referrals, and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. The Contractor’s methodology must ensure the validity of the results through sound analytical practices. The Contractor must maintain ninety-eight percent (98%) accuracy of all call log references. This information will be provided in the form of recurring monthly status reports, as well as in response to ad hoc inquiries. (CDRL A001)

5.5 Domestic Abuse and Sexual Assault

Call Center and Contact Center employees will not receive domestic abuse or sexual assault “restricted reports”. If the caller requests restricted reporting pursuant to domestic abuse or sexual assault, Call Center employees shall refer the caller to their Unit Victim Advocates (UVA) and/or Sexual Assault Response Coordinator (SARC) or appropriate civilian agency.

5.6 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 to the Contracting Officer’s Representative (COR) and local authorities 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.

5.7 Contract Kick-off Meeting

The COR and the Contracting Officer, in conjunction with the Contractor, will schedule a Kick-off Meeting to occur within five (5) business days after contract award at a location agreed to by the Government. The purpose of this meeting is to discuss the contract’s objectives and deliverables in order to achieve a clear and mutual understanding of the contract’s requirements, and to identify and resolve potential problems. The Contractor will provide meeting minutes to the COR within two (2) business days after the meeting. (CDRL A010)

6. PERFORMANCE TASKS

The Contractor is responsible for its overall responsiveness, cost control, quality of work, management of contractor team’s effort, and the accomplishment of overall program objectives. The Contractor will furnish everything needed to achieve the PWS objectives, unless otherwise stated as Government provided. The current versions of the Microsoft Office suite, Internet Explorer, ActivClient and Adobe Acrobat Pro must be provided to all employees under this contract.

To fulfill the WWR’s mission for the target population, the following is required:

6.1 TASK 1

Quantico Call Center Support

The Contractor will acquire and maintain suitable facilities and infrastructure, such as workspace, equipment (e.g. computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training, as well as program management and staff to support central execution of program requirements, supervisory functions, and interface with 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. The Contractor will liaise with WWR IT/S-6 to ensure the staff can access the required Government-owned systems at all times with the exception of system outages. The Contractor will collaborate with Government IT staff to obtain outage information and perform Government-recommended solutions. All Contractor IT equipment and Information Assurance (IA) enabled devices must be maintained and configured in accordance with the Security Technical Implementation Guides (STIGS) or other Government provided documentation (see Section 19) to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.

6.1.1 The Contractor will provide a fully operational Call Center located within 15 minutes travel time from MCB Quantico’s Main Gate 1 / Fuller Gate or Back Gate 2 / Russell Road (Commissary) operating and manned 24/7/365 with the following capabilities:

(a) A single toll-free phone system capable of:

· multiple and simultaneous incoming and outgoing phone calls without delay or hold;

· a call management system;

· a call recording capability and ability to record other pertinent data, such as phone call duration and recording (to be maintained for the duration of the contract);

· a back-up phone system to support the primary system to ensure no lapse in service;

· roll-over capability to accept calls during both satellite Contact Center’s non-operational hours; and

· will not include automated call answering, virtual queue, or routing.

(b) Government personnel will need to conduct frequent direct surveillance of t he contract performance as the contractor’s location. When Government personnel are on site the contractor shall provide up to three temporary workspaces, each consisting of a desk and chair.

6.1.2 Social Media (SM) Requirements

The Contractor will monitor social media sites 24/7/365 to ensure all critical support needs of the RSM is sufficiently met. Response to requests for assistance on applications or SM sites must be made within sixty (60) minutes. Social Media requirements are listed in the below table:

Social Media Requirements

6.1.3 The Contractor will provide CCRs 24/7/365 to receive all incoming telephone calls, conduct outreach telephone calls, text messaging, social media support and e-mail communication, and overall monitoring and response to comments and inquiries. Other duties and responsibilities as stated in 5.2.1 are included.

6.1.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs may also provide 90-day post EAS support to individuals assigned an RCC while on active duty, or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.1.5 The Contractor will initiate and maintain a subscription to a contact information search tool, subject to approval by the COR, to research specific Marine and Veteran contact information (phone, email, address).

6.2 TASK 2

MCB Camp Lejeune, NC Satellite Contact Center Support

6.2.1 The Contractor will provide staff for the Government’s satellite Contact Center at Camp Lejeune, NC, operating Monday through Friday from 0800 to 1630 ET;

6.2.2 The Contractor will ensure all calls are forwarded to the Quantico WWCC during all Contact Center non-operational hours;

6.2.3 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to individuals participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included;

6.2.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.3 TASK 3

MCB Camp Pendleton, CA Satellite Contact Center Support

6.3.1 The Contractor will provide staff for the Government’s satellite Contact Center at Camp Pendleton, CA, operating Monday through Friday from 0800 to 1630 PT;

6.3.2 The Contractor will ensure all calls are forwarded to the Quantico WWCC during all Contact Center non-operational hours;

6.3.3 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included;

6.3.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.4 TASK 4

Field Services

6.4.1 The Contractor will provide a Field Service Representative (FSR) at each of the five (5) locations listed below to support members of the support population who require extended support needs with complex, non-medical case management. FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases. The FSR average caseload is 25 individuals on a monthly basis.

Note: Based upon the WII population and other fluctuations, the WWR may require additional FSRs, as well as additional, or changing FSR locations. Once the effort necessitates 10 FSRs, an FSR Supervisor is required. The FSR Supervisor position will be considered a critical personnel position and will have minimum knowledge, skills, and ability qualifications assigned to it. In such circumstances, a future modification will be negotiated and agreed to.

6.4.2 The Contractor will ensure the FSR has immediate and rapid travel capability to conduct face-to-face interviews and other support within a 350 mile radius of their geographical area of responsibility as necessary; limited circumstances may warrant travel outside of this radius. Travel will also include Semi-Annual Training, conducted in conjunction with the District Injured Support Coordinators (DISC). Total FSR travel may be up to 30% of the time. All travel is in compliance with PWS Section 13.

6.4.3 The Contractor will provide equipment, furniture, materials, supplies, and other effects as required for all FSRs in the performance of this effort.

6.4.4 The Contractor will train and ensure operational readiness within 60 days for all additional, newly hired FSRs.

6.5 TASK 5

Program Management

Program Management is responsible for implementing, executing, and ensuring the overall program structure meets the requirements of this PWS.

6.5.1 The Contractor will provide a solely dedicated Program Manager (PM) responsible for all operations; staffing and training; support; and quality aspects of the program strategy. The PM will coordinate task activities to ensure successful completion of all PWS tasks, at all locations. The PM will serve as the primary interface with the COR responsible for this effort. PM support includes, but is not limited to:

(a) Effective and direct communication with WWR staff and other various staff involved with the effort;

(b) Collaborate and share information and data collected with WWR staff;

(c) Recommend and assist with overall coordination of care provided to the supported populations;

(d) Coordinate the delivery of all deliverables;

(e) Provide Monthly Status Report of performance metrics of Call Center and Contact Center outreach statistics (see PWS Section 5.4), as well as staffing and training status, and summaries of…