OEOCR-393-2020-0011 SOW Language Line.docx

Statement of Work CMS Toll Free Language Interpreter Service

01/14/2020

1.0 Requiring Organization

The Centers for Medicare & Medicaid Services (CMS), Office of Equal

Opportunity and Civil Rights (OEOCR).

2.0 Background

The Office of Equal Opportunity and Civil Rights (OEOCR) provides agency-wide leadership and advice on issues of equal employment opportunity and civil rights. The Office works to maintain an agency workplace free from harassment and unlawful discrimination. OEOCR implements special emphasis programs, manages the EEO discrimination complaint program for applicants and employees, coordinates training pertaining to EEO laws and policies, and manages the reasonable accommodation program. The Office provides advisory, advocacy and liaison services to CMS leadership concerning equality in employment related issues.

CMS is an equal employment opportunity employer and does not discriminate on the bases of race, color, sex, religion, national origin, disability (mental and/or physical), age, and prior EEO activity.

3.0 Requirement

The contractor shall provide oral over-the-phone interpretation services. The interpretations shall be trained in healthcare terminology and provide accurate interpretation for CMS, HHS, Contractor staff, and State Health Insurance counseling and Assistance Programs (SHIPS) that support CMS operations. The contractor shall maintain the confidentiality of all interpretations. The quality of the interpretation service provided shall meet or exceed that which is required by Medical Interpreter Certification.

Within the stated funding, the contractor shall provide CMS staff a toll free line easily recognizable by CMS staff (e.g. 1-800-CMS1LEP).

Access requirements

1. The contractor shall provide Medical interpreter services nationwide for any language between the hours of 7:00 am through 9:00 pm eastern standard time.

2. Connection shall be provided via telephone to an interpreter 40 seconds or less for all languages.

Telephone Access

1. The contractor shall provide service wherever there is a telephone connection.

2. The contractor shall provide outbound calling to Limited English

Proficient customers.

3. The contractor shall provide multiple participant conferencing features.

Service and support

1. The contractor shall provide interpretation services, Monday through Friday between the hours of 7:00 am through 9:00 pm eastern standard time.

2. The contractor shall provide support materials that explain the telephone interpreter procedures. The support materials shall help CMS staff identify customer language needs, the scope of the interpreter over-the-phone interpretation services and communicate the language services availability to customers in their preferred language.

4.0 Scope

The contractor shall provide at least three ways to provide Language Over- the-Phone Interpretation Service with Limited English individuals.

1. The government must be able to receive a telephone call from a

Limited English individual.

2. Dial the Language Line Services designated toll-free number.

3. Multiple participant conferencing through the Language Line Services designated toll-free number.

5.0 Ability and skill level

Medical Certification The contractor interpreters shall be trained with Medical interpretation certification that includes, but is not limited to having:

1. A complex interpretation skill set coupled with professional training,

2. Real-life interpreting experience,

3. Medical interpretation competency and knowledge,

4. Interpretation skills that includes knowledge of protocols,

5. Bilingual language fluency, and

6. Knowledge of culture-specific medical practices.

6.0. EEO Authorities

Title VI of the Civil Rights Act of 1964, as amended. Civil Right Act of 1991.

The Age Discrimination in Employment Act of 1967, as amended. The Rehabilitation Act of 1973, as amended.

Equal Pay Act of 1963, as amended.

29 CFR Part 1614 – Equal Employment Opportunity in the Federal Government.

5 CFR Part 1200 – Merit Systems Protection Board.

Executive Order 11478 – Equal Opportunity in the Government. EEOC Management Directive (MD) 110.

Americans with Disabilities Act.

The Administrative Dispute Resolution Act.

EEOC MD 110 Chapter 6 and guidance specified by the Agency in this statement of work.

Agency’s ADR Program for Formal Complaints of Discrimination.

Agency’s Implementing Instructions on Contingent Workers. Agency’s Guidelines for Appeals and Requests for Reconsideration.

7.0 CONFLICT OF INTEREST

If for any reason the agency or the Contractor determines that the Contractor and/or an employee of the Contractor faces a potential, perceived, or real conflict of interest, the agency shall notify the Contractor or the Contractor shall notify the agency, and the Contractor and/or contract employee shall cease all work on, reassign the task, or proceed at the discretion of the agency. At the agency’s option, the Contractor may provide an acceptable replacement.

8.0 DELAY OF WORK

If the performance of the work is delayed or interrupted by failure of the agency, the Contractor shall advise the Contract Officer Representative (COR). The COR shall attempt to resolve the delay and shall advise the Contractor on how to proceed. If the performance of work is delayed or interrupted by failure of the Contractor to act within a reasonable time, the COR shall attempt to resolve the delay. If the delay cannot be resolved, the COR may cancel the contract.

9.0 EXTENSIONS OF TIME FRAMES

Any request by the Contractor to extend the performance of work beyond the period stipulated by the COR shall be coordinated and approved by the COR or other authorized party.

10.0 GOVERNMENT-FURNISHED PROPERTY

Use of Government- furnished equipment is not authorized under this contract.

11.0 DELIVERABLES/Reporting

The Contractor shall provide CMS with, at no additional cost, monthly reports of services rendered. These reports must include, but not be limited to:

Monthly Call Detail – Interpretation Service:

(1) Language requested

(2) Caller contact information (including, but not limited to, name, telephone number, and department or agency requesting such service)

(3) Date and Time of the Call

(4) Call Start and End Time

(5) Connection Time to Interpreter

(6) Interpreter Number

(7) Rate

(8) Minutes Per Call

(9) Total Charge per Call Monthly Call Summary Report – Usage by Language:

(1) Language requested

(2) Total Minutes Per Language

(3) Total Calls Per Language

(4) Average Length of Call Per Language

(5) Percentage of Total Minutes Per Language

(6) Average Interpreter Connect Time (seconds) per Language In addition to the standard reports described above, the Contractor agrees to provide ad hoc reports upon request.

12.0 PERIOD OF PERFORMANCE

The period of performance is one year from the date of award with two (2) one-year options.

image2.png image1.png