NIH_Childcare_Waitlist R_R_Family_Educ_ STATEMENT_OF_WORK_03122021 (002).pdf

NIH/OD/ORS/DATS

Statement of Work (SOW)

NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and

Financial Resources and Referral Service, and Family Education and Support Services

March 12, 2021

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial Resources and Referral Service, and Family Education and Support Services

TABLE OF CONTENTS

Page

1.0 Introduction ………………………………………………………………….. 3

1.1 Background ………………………………………………………………….. 3

2.0 Scope …………………………………………………………………… 5

3.0 Objectives ………………………………………………………………….. 6

4.0 Requirements and Tasks ………………………………………………… 7

4.1 Requirements …………………………………………………………. 7

4.2 Tasks ………………………………………………………………….. 8

4.2.1 Childcare Waitlist Management ………………………………………... 8

4.2.2 Child and Adult/Elder Care, Legal & Financial Resources & Referral …. 10

4.2.3 Family Education and Support Services ………………………………. 11

4.2.4 Promotional Activities ………………………………………………… 13

4.2.5 Kick-Off Meeting …………………………………………………………. 13

4.2.6 Bi-Monthly Status Reports ………………………………………………… 14

4.2.7 Quarterly Status Reports ………………………………………………… 15

4.2.8 Annual Summary Report ………………………………………………… 15

4.2.9 Quality Assurance Plan ………………………………………………… 15

4.2.10 Monthly Contract Activity Meeting ………………………………………… 16

4.2.11 Meeting Minutes ………………………………………………………….. 16

4.2.12 Program Management …………………………………………………. 16

4.2.13 Incoming Transition Plan …………………………………………………. 16

5.0 Deliverables / Milestones and Delivery Schedule ………………………. 17

5.1 List of Deliverables ………………………………………………………….. 17

5.2 Presentation of Deliverables …………………………………………………. 17

5.3 Quality Control ………………………………………………………….. 18

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

Page

5.4 Quality Assurance …………………………………………………………. 18

5.5 General Acceptance Criteria ………………………………………………… 19

6.0 Personnel ………………………………………………………………….. 19

6.1 Key Personnel / Point of Contact ……………………………………….. 20

6.2 Additional Personnel ………………………………………………… 20

6.3 Resumes ………………………………………………………………….. 20

7.0 Place of Performance ………………………………………………… 20

8.0 Period of Performance ………………………………………………… 20

9.0 Invoicing Instructions ………………………………………………… 20

10.0 Data Rights ………………………………………………………………….. 21

11.0 Changes to the SOW …………………………………………………………. 21

12.0 Government Furnished Property and Information ………………………. 21

13.0 Assumptions ………………………………………………………………….. 22

14.0 Sources ………………………………………………………………….. 22

15.0 Security Requirements …………………………………………………. 23

Appendix A: Security and Privacy Language for Information and Information Technology Procurements …………………………. 24

Attachment 1 – Reporting and Deliverable Requirements

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

1.0 INTRODUCTION

The intent of this Statement of Work (SOW) is to secure a contractor that will provide administrative and technical services for the National Institutes of Health (NIH) Childcare Waitlist Management, Child and Adult/Elder Care, Legal/Financial Resources and Referral Service, and Family Education and Support Services program, hereafter referred to as “Waitlist/Resource Referral/Family Education Program.”

1.1 BACKGROUND

The NIH is an operating Division of the U.S. Department of Health and Human Services (HHS) and is the nation’s medical research agency, making important discoveries that improve health and save lives. The NIH’s mission is to seek fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to enhance health, lengthen life, and reduce the burdens of illness and disability. The NIH is made up of 27 Institutes and Centers, each with a specific research agenda, often focusing on diseases or body systems. There are approximately 39,500 NIH employees, trainees, fellows and contractors in the Washington, D.C. Metropolitan area, including Baltimore, Bethesda, Frederick and Rockville, Maryland. Approximately 8,400 employees, trainees, fellows and contractors live outside the Washington, D.C. Metropolitan area and are employed by the NIH in Research Triangle Park, North Carolina, Hamilton, Montana, Phoenix, Arizona, and Boulder, Colorado.

The NIH is soliciting proposals from qualified organizations to develop, administer, and manage the Agency’s Waitlist/Resource Referral/Family Education Program. The collaboration between the components – centralized childcare waitlist management, nationwide child and adult/elder care, legal and financial resources and referral service, and family educational and support services – is critical in assisting those in the NIH workforce locate quality child and adult care in a timely manner so they can begin and/or continue employment with the Agency. These services play a key role in the recruitment, retention and diminished absenteeism of the NIH workforce.

The NIH has an extensive childcare waitlist for its three sponsored childcare centers located in Montgomery County, Maryland. Seamless service between the Childcare Waitlist Management and the Childcare Resources and Referral Service is critical to the successful placement of children of employees, trainees, fellows, and contractors in local licensed childcare when placement in the NIH sponsored childcare centers is unavailable.

There is also a need to enhance the resources available to the NIH workforce to help individuals maintain a healthy work-life balance, including assistance with child and dependent care. Family Education and Support Services are instrumental in the support of the NIH workforce as individuals strive to balance the demands of work and home life.

NIH Childcare Waitlist: At year end CY 2020, 699 children of NIH federal employees and trainees/fellows were registered on the NIH Childcare Waitlist. Administration of the Waitlist included approximately 600 registration actions during 2020. A separate list of children of federal employees working at other agencies comprised of 36 children is maintained separately. A new requirement in this

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial request for proposal is maintaining an additional separate list for NIH Contractors’ preschool-aged children.

The licensed capacity of the three NIH sponsored childcare centers is 579 children. Enrollments occur on a rolling basis throughout the year with waitlists maintained for each of the three centers. In CY 2020, there were approximately 390 enrollment actions managed through the NIH Childcare Waitlist.

NIH CHILDCARE

WAITLIST

CY 2019 CY 2020

TOTAL CHILDREN ON

WAITLIST

738 699

Federal employees 355 398

Trainees/fellows 250 281

Registration actions 790 600

Enrollment actions 390

NIH Resources and Referral Services: During CY 2020, there were 433 unique utilizations of the NIH Resources and Referral Services, a 7.5% increase from the previous calendar year. During CY 2019, there were 404 unique utilizations. Services were categorized as follows:

NIH RESOURCES AND

REFERRAL SERVICES

CY 2019 CY 2020

TOTAL 404 433

Child 141 207

Adult 90 44

Legal 135 121

Financial 36 41

Identity Theft 2 3

Work-Life 0 17

Parenting Coach 47 83

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

During CY 2020, the Parenting Coach requests increased by 77% over CY2019 demand.

A new requirement in this request for proposal is providing Elder Coach services to the NIH workforce;

this coaching service is aimed at providing family education and support services to assist NIH employees, trainees, fellows and contractors who have or anticipate adult dependent care demands.

NIH Family Education and Support Services: A total of 13 Lunch and Learn Webinars were offered to the NIH workforce during CY 2020, a slight increase over CY 2019’s total of 10 webinars. In addition, a pilot series of support groups focusing on parents and caregivers of children as well as general wellness and well-being were offered to the NIH workforce in CY 2020. A new requirement in this request for proposal is hosting and facilitating Support Groups to the NIH workforce.

2.0 SCOPE

The scope of this effort includes services necessary to provide for the development, administration, and management of a comprehensive Waitlist/Resource Referral/Family Education Program with three separate components that are coordinated and complementary of each other. Primarily, but not exclusively, the three separate components will be provided as an integrated work-life support program for the employees, trainees, fellows, contractors, and their eligible family members of the National Institutes of Health. These services play a key role in the recruitment, retention and diminished absenteeism of the NIH workforce.

This contract calls for the provision of a Waitlist/Resource Referral/Family Education Program for up to 48,000 NIH employees, trainees, fellows and contractors, and their eligible family members. While it is not anticipated that all 48,000 NIH staff will request use of the Waitlist/Resource Referral/Family Education Program, the Contractor awarded this contract shall be prepared to provide:

A. Project management, to include:

1) Centralized childcare waitlist services

2) Nationwide child and adult/elder care, legal and financial resources and referral service

3) Child, adult/elder and work-life educational and support services

B. Complete program documentation C. Business system development and analysis D. Business system integration and documentation E. Business system user support F. Quality assurance

All services provided and products delivered must comply with all Agency information technology system security regulations and requirements and Section 508 compliance requirements.

Any contract resulting from this SOW may be modified at any time to accommodate increases or decreases in the number of end users supported, the number of systems requiring support, the quantity of services and/or orders for the performance of tasks, and legislative changes that affect agency system and/or data requirements.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

This SOW does not constitute a personal services contract. As such, in accordance with Federal Acquisition Regulation (FAR) 37.104, the Contractor awarded this contract shall exercise relatively continuous supervision and control over its Contractor personnel. Contractor personnel are not Government employees. The Contractor shall provide all services, personnel, supplies and necessary equipment (except as set forth herein) to complete the duties as described in this SOW.

The Contractor shall not copyright or own exclusive rights to products or any data thereof developed by contractor employees for the NIH.

The Government requires the Contractor to adhere to and follow all applicable executive orders, presidential directives, federal laws, and HHS management policies, handbooks, guidelines, processes, and procedures when performing the duties described in Section 4 of this SOW.

3.0 OBJECTIVES

A key mission for the NIH is the recruitment, retention and diminished absenteeism of its employees, trainees, fellows and contractors. Providing a Waitlist/Resource Referral/Family Education Program with three separate components that are coordinated and complementary of each other plays an essential role in meeting this goal.

Accomplishing this goal of providing a comprehensive work-life support program to the NIH workforce necessitates the services of an expert contractor with in-depth knowledge and expertise in all areas of program development, documentation, implementation, maintenance, and management to ensure that requirements are met and deliverable products comply with the Agency’s needs.

The objective of this statement of work is to obtain a contract to provide support for on-going program and service efforts and new efforts described within this Statement of Work, including:

3.1 Childcare Waitlist Management: A centralized childcare waitlist management system for NIH sponsored childcare centers located in Montgomery County, Maryland that will track applications of families waiting for available childcare spaces.

3.2 Child and Adult/Elder Care, Legal and Financial Resources and Referral Service: A nationwide child and adult/elder care, legal and financial (to include identity theft prevention) resources and referral service that will include: (i) consultations that assess a family’s childcare needs in order to provide a variety of childcare resources and referrals; (ii) consultations that assess caregiver support and services needed in order to provide a variety of adult/eldercare resources and referrals; and (iii) consultations that assess a family’s legal and financial needs, including identity theft prevention, in order to provide appropriate resources and referrals.

3.3 Family Educational and Support Services: Parent and child educational and support services that will include: (i) webinars and workshops; (ii) resources for special care; (iii) support group

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial facilitation; (iv) consultative services provided by parenting and eldercare specialist(s); and (v) contractor engagement in NIH outreach events.

Expected benefits of these coordinated and complementary services to the Government include:

A. Increased efficiency and economy in acquiring services B. Increased consistency and value of the program of services C. Increased confidence in the services D. Increased quality of individual deliverables and services provided E. Reduced program risks F. Reduced implementation costs; and G. Improved user acceptance.

4.0 REQUIREMENTS AND TASKS

In order to support the Agency mission, the Government requires comprehensive Waitlist/Resource Referral/Family Education services for the eligible employees, trainees, fellows, contractors of the National Institutes of Health. The following section of the SOW describes the requirements and tasks that shall be accomplished to support this SOW.

4.1 REQUIREMENTS

The Contractor must have demonstrated corporate experience and provide support staff to meet the following requirements:

A. Demonstrated experience in providing database management.

B. Functional knowledge of coordinated childcare waitlist administration and management.

C. Demonstrated experience in providing a web-based waitlist registration/tracking system that can be viewable via dashboard on demand by Agency personnel.

D. Proven experience in operating a customer service-oriented call center.

E. Demonstrated experience in providing a nationwide childcare resource and referral service.

F. Demonstrated experience in providing a nationwide adult/eldercare resource and referral service.

G. Demonstrated experience in providing a nationwide legal and financial resource and referral service.

H. Proven experience in providing educational webinars and workshops, both web-based and in-person settings.

I. Demonstrated experience in providing parent and/or elder coaching services.

J. Demonstrated experience in facilitating virtual support groups.

K. Demonstrated experience in implementing web-hosting technologies, such as Zoom, WebEx, Microsoft Teams.

L. Demonstrated experience in understanding of Section 508 regulations and compliance of these regulations in support of the design of and development of promotional materials, web-based applications, and web-hosting technologies.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

M. Functional knowledge of Maryland, Washington D.C. and Virginia state childcare licensing standards and regulations, and access to U.S. state-by-state childcare licensing standards.

The Contractor shall provide several general classes of services including (but not limited to) project management, database administration, reporting and technical planning, assessment, evaluation, design, development, monitoring, requirements analysis, graphic design, design, quality assurance testing and implementation. These services require careful interaction with the government project officer and management. The Contractor shall not play any role in directing or managing work of any other project or support contractor staff.

The contractor shall provide management and technical services within the scope of this contract to support the following tasks.

4.2 TASKS

The Contractor shall be responsible for providing all reference tools, training tools, and supplies to its personnel. The Contractor will be required to provide the following services:

4.2.1 CHILDCARE WAITLIST MANAGEMENT

The Contractor shall develop and maintain a centralized childcare waitlist management system for NIH sponsored childcare centers located in Montgomery County, Maryland, hereafter referred to as Waitlist, that tracks applications of families waiting for available childcare spaces.

Specifically, the Contractor shall:

A. At a minimum, manage and maintain an accurate account of childcare waitlist data, including child, parent/guardian and sibling information profiles and pertinent demographic information of the number of children waiting, due dates/birth years of children waiting, number of children enrolled, and number of spaces as they come available.

B. At a minimum, provide a registration system accessible and operable by web-based application, email, fax and/or telephone.

C. Desirable, but not mandatory, provide a web-based childcare waitlist registration and tracking system that is viewable via dashboard on demand by Agency personnel.

D. Receive and process applications and determine eligibility of Waitlist applicants based on guidelines given by the Agency, all in a timely manner.

E. Manage and maintain separate waitlist data for (1) NIH Federal Employees, (2) NIH Trainees/Fellows, (3) Other Federal Employees, and () NIH Contractors.

F. Provide consultation to customers, including Waitlist participants and potential participants appropriately, effectively, and in a timely manner.

G. Offer every customer contact information for the NIH Child and Adult/Elder, Legal and Financial Resources and Referral Services.

H. Maintain confidentiality of all information contained in Waitlist applications.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

I. Develop standard operating procedures for childcare waitlist management system and dashboard usage and updates.

J. Manage all technical and administrative tasks associated with the Waitlist program appropriately, effectively, and in a timely manner.

1) Maintain consistent communication with NIH Childcare Center Directors, hereafter referred to as Center Directors, and the Contacting Officer’s Representative (COR) and/or the designated alternate COR regarding the Waitlist.

2) Create and implement instructional training on Waitlist policies and procedures for the Center Directors, their staff and the COR and/or the designated alternate COR, on an annual basis, at a minimum, or at the request of the COR and/or the designated alternate

COR.

3) Provide reports relevant to Waitlist registrants as requested by the Center Directors to assist in the enrollment of children to their childcare centers.

4) Maintain communication with Waitlist registrants at least every four months, including a request for registrants to confirm and update their family and child(ren)’s information profiles.

5) Respond to all customer inquiries within two business days.

6) Conduct customer service satisfaction survey with new customers within 30 days of services rendered and share survey results with the COR and/or the designated alternate COR on at least a bi-monthly basis.

7) Maintain a record of all communications, data activity, and related actions.

K. Collect and submit data on all aspects of the contract, including reports of waitlist activity, service developments, customer usage and communications, quality assurance/customer satisfaction and other reports, as needed, in the form of bi-monthly and annual reports, as well as on demand as Agency’s needs dictate, to the COR and/or the designated alternate COR.

1) If the contractor becomes unable to deliver the reports or other deliverables specified here within the period of performance because of unforeseen difficulties, notwithstanding the exercise of good faith and diligent efforts in performance of the work, the contractor shall give the Contracting Officer immediate written notice of anticipated delays with reasons.

L. Participate in discussions and trainings with and by the COR and/or the designated alternate COR on policies and procedures related to the Waitlist and improving service.

M. Attend and participate in the meetings of NIH Stakeholder groups, such as the NIH Child Care Board, either virtually or at the NIH Bethesda campus, as requested by the COR and/or the designated alternate COR.

N. Develop upgrades for existing systems and tools based on strategic planning and program management needs, including expansion of data sets and analytical capability.

O. Conduct analyses to uncover policy and procedural gaps, operational inefficiencies, and other critical measures of effectiveness and overall Waitlist Management performance. The Contractor shall bring experience with a wide range of analytical tools and capabilities to enable the Agency’s continued development across reporting and analysis and will advise the Agency on ways to use data for strategic decision-making, based on industry and other Federal agency best practices.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

4.2.2 CHILD AND ADULT/ELDER CARE, LEGAL AND FINANCIAL RESOURCES AND

REFERRAL SERVICE

The Contractor shall develop and maintain a nationwide childcare and eldercare, legal and financial resources and referral service (hereafter referred to as Resource and Referral Services) to be referred to NIH employees, trainees, fellows, contractors, and their eligible family members seeking consultation and information.

A. Provide reliable, monitored and comprehensive nationwide resources and referral telephone services, staffed by work-life specialists and accessible and operable by toll-free telephone, at a minimum, and web-based application, desirable but not mandatory, available Monday through Fridays, 8:00 a.m. to 5:00 p.m. ET, excluding Federal holidays.

1) Provide nationwide childcare resources and referral service that will include appropriate and timely consultations by telephone and/or email that assess a family’s childcare needs in order to provide a variety of childcare resources including, at a minimum, information on: childcare standards and licensing regulations; choosing quality and affordable care;

locating licensed childcare centers, family home childcare providers, summer camps, preschools, before and after school care; services related to infants, toddlers, preschoolers, and school-aged children; services for children with special needs;

adoption; nanny care; and college planning.

a) Be knowledgeable of Maryland, Washington D.C. and Virginia state childcare licensing standards and regulations, and be able to access U.S. state-by-state childcare licensing standards as needed for referrals.

b) Be knowledgeable of and be able to access methods and options for transitioning children with special needs to adult services.

c) Be knowledgeable of and be able to access resources about college planning to include financial aid.

d) Be knowledgeable of and be able to access information on childcare licensing, childcare accreditation systems, checklists on how to find and evaluate quality childcare, and questions to screen childcare options in order to select the best options for children and families.

2) Provide a nationwide adult/eldercare resources and referral service that will include appropriate and timely consultations by telephone and/or email that assess caregiver support and services needed in order to provide a variety of adult/eldercare resource including, at a minimum, information on: housing options; transportation services; meal services; adult daycare; home health aides; preventing elder fraud; long distance caregiving; communicating with family members; evaluating care options; and community support groups.

3) Provide a nationwide legal and financial resources and referral service that will include appropriate and timely consultations by telephone and/or email that assess a family’s

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial legal and financial needs, including identity theft prevention, in order to provide viable options, programs, resources and referrals to address the family’s needs.

B. Determine eligibility of Resource and Referral Services customers based on guidelines given by the Agency, all in a timely manner.

C. Provide consultation to customers appropriately, effectively, and in a timely manner.

1) Respond to all customer inquiries within two business days.

D. Conduct customer service satisfaction survey with new customers within 30 days of services rendered and share survey results with the COR and/or the designated alternate COR on at least a bi-monthly basis.

E. Maintain confidentiality of all information obtained in all Resource and Referral Services consultations.

F. Develop standard operating procedures for Resource and Referral Services call center, and web-based application, if applicable, and updates.

G. Manage all technical and administrative tasks associated with the Resource and Referral Services program appropriately, effectively, and in a timely manner.

H. Maintain a record of all communications, data activity, and related actions.

I. Collect and submit data on all aspects of the contract, including reports of resources and referral services activity, service developments, customer usage and communications, quality assurance/customer satisfaction and other reports, as needed, in the form of bi-monthly and annual reports, as well as on demand as Agency’s needs dictate, to the COR and/or the designated alternate COR.

1) If the contractor becomes unable to deliver the reports or other deliverables specified here within the period of performance because of unforeseen difficulties, notwithstanding the exercise of good faith and diligent efforts in performance of the work, the contractor shall give the Contracting Officer immediate written notice of anticipated delays with reasons.

J. Participate in discussions and trainings with and by the COR and/or the designated alternate COR on policies and procedures related to the Resource and Referral Services and improving service.

K. Develop upgrades for existing systems and tools based on strategic planning and program management needs, including expansion of data sets and analytical capability.

L. Conduct analyses to uncover policy and procedural gaps, operational inefficiencies, and other critical measures of effectiveness and overall Resource and Referral Services performance. The Contractor shall bring experience with a wide range of analytical tools and capabilities to enable the Agency’s continued development across reporting and analysis and will advise the Agency on ways to use data for strategic decision-making, based on industry and other Federal agency best practices.

4.2.3 FAMILY EDUCATION AND SUPPORT SERVICES

The Contractor shall provide child, adult/elder and work-life educational and support services (hereafter referred to as Family Education) for NIH employees, trainees, fellows, contractors, and their eligible family members seeking information and/or consultation and information. The quantity and frequency of services and/or orders for the performance of tasks will be determined by the COR and/or the designated alternate COR.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

A. Develop, prepare and implement educational webinars and workshops featuring subject matter experts on a wide variety of topics, determined in conjunction with the COR and/or the designated alternate COR, related to:

1) Parenting, childcare and children.

2) Aging, adult-dependent care and elders.

3) Work-life.

B. Provide information and resources for special care options specific to:

1) Children, including, but not limited to, summer camps, back-up and emergency care.

2) Adult-dependents and elders, including, but not limited to, memory-related, back-up and emergency care.

C. Provide virtual support group administration, implementation and facilitation, by mental health specialist, regarding, but not limited to:

1) Parents/guardians/families and caregivers of children.

2) Families and caregivers of aging, adult-dependent and elderly loved ones.

3) Work-life well-being.

D. Determine eligibility of Family Education customers based on guidelines given by the Agency.

E. Provide consultative services of a parenting specialist with child development subject matter expertise (hereafter referred to as Parent Coach), by telephone and/or email, to provide guidance and answer specific questions related, but not limited to, physical, social, emotional, and cognitive topics to assist parents/guardians navigate the stages of childhood and parenthood.

F. Provide consultative services of an adult/elder care specialist with adulthood and aging subject matter expertise (hereafter referred to as Adult/Elder Coach), by telephone and/or email, to provide guidance and answer specific questions related, but not limited to, physical, social, emotional, and cognitive topics to assist families and caregivers navigate the stages of adulthood and aging.

G. Provide consultation to customers appropriately, effectively, and in a timely manner.

H. Respond to all customer inquiries within two business days.

I. Maintain confidentiality of all information obtained in all Family Education consultations.

J. Plan, attend and participate in NIH special topic outreach events aimed at promoting the

Waitlist/Resource Referral/Family Education Program and services, at the NIH Bethesda campus, as directed by the COR and/or designated alternate COR.

K. Provide promotional materials, such as flyers (print and digital), postcards, posters and subject-related articles, for educational webinars and workshops and support groups.

L. Conduct customer service satisfaction survey with new customers within 30 days of services rendered and share survey results with the COR and/or the designated alternate COR on at least a bi-monthly basis.

M. Develop standard operating procedures for Family Education services, and updates.

N. Manage all technical and administrative tasks associated with the Family Education program appropriately, effectively, and in a timely manner.

O. Maintain a record of all communications, data activity, and related actions.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

P. Collect and submit data on all aspects of the contract, including reports of Family Education services activity, service developments, customer usage and communications, quality assurance/ customer satisfaction and other reports, as needed, in the form of bi-monthly and annual reports, as well as on demand as Agency’s needs dictate, to the COR and/or the designated alternate COR.

1) If the contractor becomes unable to deliver the reports or other deliverables specified here within the period of performance because of unforeseen difficulties, notwithstanding the exercise of good faith and diligent efforts in performance of the work, the contractor shall give the Contracting Officer immediate written notice of anticipated delays with reasons.

Q. Participate in discussions and trainings with and by the COR and/or the designated alternate COR on policies and procedures related to the Family Education services and improving service.

4.2.4 PROMOTIONAL ACTIVITIES

The contractor shall create and provide ongoing promotional materials to enhance awareness of the comprehensive Waitlist/Resource Referral/Family Education services for the eligible employees, trainees, fellows, contractors of the National Institutes of Health that encourages utilization.

A. Provide ongoing advertising and promotional materials in electronic and reproducible format throughout the performance period.

1) Promotional materials include, but are not limited to, flyers, brochures, online banners, webinars, wallet cards, posters, and postcards.

B. Create and provide a Welcome campaign within 30 calendar days after award to introduce the comprehensive Waitlist/Resource Referral/Family Education services as a new/renewed NIH program.

1) Campaign materials may include, but are not limited to, an electronic brochure, webinars/videos, and electronic communications.

2) Promotional materials will include access instructions and a statement about participant eligibility.

C. Work with the COR and/or the designated alternate COR to customize promotional materials with NIH branding, including the NIH name and logos.

D. Work with the COR and/or the designated alternate COR to establish a strategy and timeline for updating promotional materials.

4.2.5 KICK-OFF MEETING

No later than 14 business days after contract award, key members of the contractor’s staff who will be assigned major responsibility for carrying out the tasks of the contract shall meet with the Contracting Officer, COR and the designated alternate COR, and other interested government personnel within NIH at a location to be determined at a later date. This meeting will ensure the Contractor and the Government have a common understanding; in addition they will discuss the project’s objectives, planned course of action, milestones and deliverables, and resolve any differences between the NIH technical requirements and the Contractor’s approach. The Contractor shall first conduct a briefing (i.e. 30–45 minutes)

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial describing the firm’s planned approach. The Contractor shall be prepared with appropriate briefing materials.

4.2.6 BI-MONTHLY STATUS REPORTS

The Contractor shall submit the Bi-monthly Status Report to the COR and/or the designated alternate COR electronically on or before the 15th calendar day of every second month by 3:00 PM ET. Each report shall summarize activities for the preceding two months, to include work accomplished, work planned, any problems encountered/anticipated and resolved, and any other pertinent issues, as well as identified significant work-ahead for the next reporting period. The format should be in Microsoft (MS) Suite to include MS Word, MS Excel, MS PowerPoint, MS Access or Adobe Acrobat (PDF).

At a minimum, this report shall include a narrative description of the following items:

A. Accomplishments made during the reporting period.

B. Plans for accomplishments in next reporting period.

C. A review of the overall progress in the conduct of this Contract.

D. Problems or delays that the Contractor has experienced in the conduct of services.

E. Specific action that the Contractor would like NIH to undertake to help alleviate an identified problem.

F. Childcare waitlist activity, including the number of children waiting by due dates/birth years of children; number of new registrations/closed profiles; number of children waiting by age group and center; number of children with immediate need for enrollment by age group; number of children enrolled; number of spaces declined; summary of reasons for declines; breakdown of employee classification of guardians for children waiting; service developments; customer usage and communications; and feedback/survey results received from any other means.

G. Resources and referral services activity, including number of unique customer uses specific to each service area, e.g., child, adult/elder, legal, financial, identity theft, work-life, parent coach, elder coach; cases by topic areas within each service area; overall utilization; caller demographic information; service developments, customer communications, and feedback/survey results received from any other means.

H. Family education and support services activity, including number of unique customer uses specific to each webinar, workshop, support group, parent coach consultation, elder coach consultation, or outreach event with numbers of link clicks, registrations, and attendees, if applicable; topic areas identified in support groups and coach consultations; overall utilization; service developments, customer communications, and feedback/survey results received from any other means.

Should the 15th day of the reporting month fall on the weekend, or Federal Holiday, the report is to be submitted the first Federal workday after the preceding weekend or Federal Holiday.

Each report shall summarize activities for the preceding two months, to include: work accomplished;

work planned; problems encountered or anticipated; problems resolved; expenditure rate with corresponding roll up to major task component; and all other pertinent issues.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

4.2.7 QUARTERLY STATUS REPORTS

The Contractor shall submit the Quarterly Status Report to the COR and/or the designated alternate COR electronically on or before the 15th calendar day of October, January, April, and July by 3:00 PM ET. The format should be in Microsoft (MS) Suite to include MS Word, MS Excel, MS PowerPoint, MS Access or Adobe Acrobat (PDF). The purpose is to ensure that all stakeholders are fully informed of the quarter’s activities as identified below:

A. Action Items Status B. Significant Activities and Accomplishments C. Quality Metrics on Tasks In-Progress D. Significant Completed Milestones, Products, and Deliverables E. Problems and Corrective Actions Taken F. Projected Activities G. Risks/Opportunities/Issues/Concerns H. Financial Data, if applicable: Funding Summary; Expenditure Summary; Hours Expenditure

Summary; Expenditure Projection; Hours Projection; Burn Rate Analysis and additional items as mutually agreed upon.

I. Projected Expenditures, if applicable

4.2.8 ANNUAL SUMMARY REPORT

The Contractor shall submit, 60 calendar days prior to the end of the contract, the Annual Summary Report that highlights project results. The report shall be submitted to the COR and/or the designated alternate COR electronically. The Annual Summary Report shall include:

A. Lessons Learned B. Challenges C. Trends and Opportunities for future program planning

The COR and/or the designated alternate COR will determine the format of the final project summary.

4.2.9 QUALITY ASSURANCE PLAN

The Contractor shall submit a Quality Assurance Plan (QAP) to the COR and/or the designated alternate COR no later than 45 calendar days after the start of the contract.

The Contractor shall maintain an approved QAP that establishes the quality assurance activities they will perform throughout the performance of this contract. The QAP will provide the basis for the Government to evaluate the quality, accuracy, timeliness and responsiveness of Contractor performance and each deliverable. The plan shall outline the Contractor team with responsibility for the development and implementation of an appropriate and effective quality assurance program. Additionally, the QAP shall demonstrate how the Contractor will monitor program activities and assist detecting, isolating, preventing and correcting deficiencies in a timely manner within task order cost constraints. All resources, schedules, Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial policies, standards, processes, procedures, tools, and records used to perform quality assurance activities shall be listed in the plan.

4.2.10 MONTHLY CONTRACT ACTIVITY MEETING

The COR and/or the designated alternate COR shall convene a monthly meeting to discuss contract activity with the Contractor’s designated point of contact (POC). This will ensure that all participants are well-informed and up to date on all activities and are provided an opportunity to identify other activities and establish priorities, as well as coordinate resolution of identified problems. The Government anticipates the meetings taking place via telephone or virtual meeting platform. Date and time will be mutually agreed upon by the COR and/or the designated alternate COR and the POC.

4.2.11 MEETING MINUTES

The Contractor shall provide minutes of meetings including attendance, issues discussed, decisions made, and action items assigned, to the COR and/or the designated alternate COR electronically within five business days following the meeting.

4.2.12 PROGRAM MANAGEMENT

The Contractor shall manage the program and have frequent communication with the COR and/or the designated alternate COR. This is essential to achieving the government’s objectives. Problems anticipated or encountered must always be reported to the COR in a timely manner. Specifically, the Contractor shall:

A. Provide a Project Manager with full and complete responsibility for managing the comprehensive Waitlist/Resource Referral/Family Education services program.

B. Provide ad hoc project updates for special requests.

1) The Contractor shall work with the COR and/or the designated alternate COR to determine the appropriate format for providing ad hoc program updates and statistics on usage and trends.

C. Ensure that all policies and procedures of the comprehensive Waitlist/Resource Referral/Family Education services program are in compliance with both Federal and State laws and regulations and assure the confidentiality of participant contacts.

4.2.13 TRANSITION PLAN

A. Incoming Transition Plan:

The Contractor shall provide 14 calendar days after contract award a detailed Transition Plan that includes phase-in and phase-out procedures for services, products, and deliverables required under this SOW. The Incoming Transition Plan shall include:

1) Potential problems and mitigation plans.

2) Assumption of full contract responsibilities.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

3) Transferring of documentation and projects currently in process.

4) Document all current work and processes.

5) Coordinate the work with the new and/or existing Contractor.

The Contractor shall make all necessary preparations to begin contract performance in accordance with its Incoming Transition Plan in order to ensure no impact to daily operations or scheduled critical activities.

B. Outgoing Transition Plan:

The Contractor shall make all necessary preparations to transfer contract performance regardless of contract renewal status (e.g., being awarded contract recompete) or if the government chooses to discontinue services. Contractor shall submit a transition plan no later than 30 days prior to contract expiration that will at a minimum included the following items:

1) Potential problems and mitigation plans.

2) Transferring of documentation and projects currently in process.

3) Document all current work and processes.

4) Coordinate the work with the new and/or existing Contractor, including any planned activities or requirements upcoming between Final Transition Plan and contract expiration date.

5) System data of current waitlist registrants, including their current position on the waitlist.

Data shall be provided at no additional costs to the government and shall be in either a database or .CSV file format.

5.0 DELIVERABLES / MILESTONES AND DELIVERY SCHEDULE

The contractor shall deliver those items to NIH as outlined in Attachment 1 – Reporting and Deliverable Requirements.

5.1 LIST OF DELIVERABLES

The Contractor shall submit all deliverables on their respective due dates, which are considered significant in the performance of this contract in accordance with the Reporting and Deliverable Requirements table under Section 5.0, Attachment 1.

5.2 PRESENTATION OF DELIVERABLES

Text, Briefings, and any Charts or other Graphics shall be organized and formatted as follows:

A. Marked with HHS/NIH logo and header.

B. Text may be formatted in any of the commonly available word processing programs marketed by the IBM®, Corel®, or Microsoft® corporations.

C. Provide a single file that contains the whole document ready for printing. It should reproduce the printed report exactly.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial

D. Tables and tabular material shall not be converted into graphical images but be included with the word processing files or delivered as spreadsheet files (Excel®).

E. Graphic figures such as bar and line charts, diagrams, and other drawings if required, shall be delivered in the GIF (Graphics Interchange Format) or the JPEG (Joint Photographic Experts Group) format. Graphical elements may be merged with the text to form a single file for printing purposes or they may be delivered as separate files.

F. Adobe’s Portable Document Format (PDF®) if required may not be substituted for the above word processing formats. An unlocked, PDF version may be provided in addition to the word processing version, but it is not required. Provide presentations, such as PowerPoint®, as separate files.

5.3 QUALITY CONTROL

The Contractor shall employ its commercial quality control program/procedures to identify, prevent, and ensure non-recurrence of defective services. Through implementation of the Contractor’s quality control program/procedures, the Government shall receive quality services meeting the requirements of this contract.

All work under this contract shall be monitored by the COR and/or the designated alternate COR, who will act as the primary technical representative of the Government. Final inspection and acceptance of all work performed, reports and other deliverables shall be performed at the place of delivery by the COR and/or the designated alternate COR.

The COR and/or the designated alternate COR, with the assistance of the other affected Project Managers, is responsible for:

A. Setting task priorities, revising task priorities when necessary B. Communicating these priorities to the Contractor C. After consultation with the Contracting Officer when appropriate, modifying delivery dates and schedules, so that the revised priorities can be met, and D. Formally assessing the level of contractor performance and ascribing the extent to which quality assurance and acceptable performance levels have been met.

5.4 QUALITY ASSURANCE

The COR and/or the designated alternate COR shall review, for completeness, preliminary or draft documentation that the Contractor submits, and may return it to the Contractor for correction. Absence of any comments by the COR and/or the designated alternate COR shall not relieve the Contractor of the responsibility for complying with the requirements of this SOW. Final approval and acceptance of documentation required herein shall be by electronic communication of approval and acceptance by COR and/or the designated alternate COR. The Contractor shall not construe any letter of acknowledgment of receipt material as a waiver of review, or as an acknowledgment that the material is in conformance with

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder Care, Legal and Financial this SOW. Any approval given during preparation of the documentation, or approval for shipment shall not guarantee the final acceptance of the completed documentation.

5.5 GENERAL ACCEPTANCE CRITERIA

General quality measures as set forth below shall be applied to each work product received from the contractor under this statement of work.

A. Accuracy - all deliverables shall be accurate in presentation, content, and shall adhere to the guidelines set forth in this document. All documentation presented to the Government shall be complete, correct, clear, and consistent.

B. Clarity - deliverables shall be clear and concise, well written and grammatically correct, using appropriate terminology. Any/All diagrams shall be easy to understand and be relevant to the supporting narrative.

C. Consistency to Requirements - All work products must satisfy the requirements of this statement of work.

D. File Editing - All text and diagrammatic files shall be editable by the Government.

E. Format - deliverables shall be submitted in hard copy (where applicable) and in media mutually agreed upon prior to submission. Hard copy formats shall follow any specified directives or manuals.

F. Timeliness - deliverables shall be submitted on or before the due date specified in the statement of work or submitted in accordance with a later scheduled date mutually agreed upon by the Government and contractor. A deliverable is considered timely if submitted on or before the date specified in the Statement of Work and, if the Government provides any written notification of deficiencies, the contractor corrects the deficiencies within five business days.

Overall clarity, accuracy, and timeliness will determine acceptance of services.

The Government reserves the right to reject any deliverable based on defects with respect to completeness, correctness, clarity, and consistencies. In the event of a rejection of any deliverable, the COR and/or the designated alternate COR will notify the contractor in writing within five business days of the receipt of the deliverable of any deficiencies to be corrected. The contractor shall have five business days to correct the deficiencies.

This is not intended to restrict or limit the Government's review of contractor performance and the Government, at its option, may perform additional tests and inspections, as it deems necessary.

6.0 PERSONNEL

The Contractor is responsible for providing personnel with the necessary level of expertise to support the task activities and requirements in this SOW.

Statement of Work – NIH Childcare Waitlist Management, Child and Adult/Elder…