Patient Parking SOW.docx

Albany Stratton VAMC Statement of Work — Patient Assisted Parking Services

1.0 INTRODUCTION

The Samuel S. Stratton VA Medical Center (located at 113 Holland Ave, Albany, NY 12208) requires a contractor to provide comprehensive Patient Assisted Parking Services exclusively at the main entrance of the medical center. No satellite parking lots are included in this requirement. All Veterans seeking parking assistance will arrive at the facility's front entrance, where attendants will receive and safely park their vehicles.

The contractor shall provide Parking Lot Attendant Services for one designated patient parking lot located at the facility. Patient Assisted Parking Services must maintain continuous coverage during all hours of operation, as referenced in paragraph 1.1 (Hours of Operation). This requirement involves direct interaction with Veterans of all abilities and their caregivers. Contract personnel must be capable of delivering respectful, professional, and meaningful customer service at all times.

Staffing & Roles:

· It is anticipated that some attendants will perform multiple roles throughout the day, including supervision, Patient Assisted Parking Services, and relief coverage for required employee break periods.

· At no time shall any parking lot remain unattended during its hours of operation.

· No individual attendant shall be responsible for more than one lot simultaneously.

· The patient parking lot and the facility's front circle must be adequately staffed to support all operational hours as well as break and lunch coverage.

· Past performance indicates that a minimum of five full-time Patient Assisted Parking Services staff, assigned with staggered start times, is necessary to provide continuous service to the patient parking lot and the front circle while maintaining acceptable wait times.

· Each attendant lot (patient parking lot and front circle) requires one full-time Lot Attendant to maintain continuous coverage throughout operating hours. Relief coverage for mandatory breaks shall be provided by the Patient Assisted Parking Services staff.

· All contractor employees are expected to be fully trained and capable of performing all required duties on the contract start date.

· The contractor shall furnish all necessary full-time labor, supervision, materials, equipment, and supplies required to perform these services in full compliance with the contract terms, specifications, and performance requirements.

Period of Performance:

· One base year followed by four option years.

· Base period: 10/1/2026-9/30/2027

· Option 1: 10/1/2027-9/30/2028

· Option 2: 10/1/2028-9/30/2029

· Option 3: 10/1/2029-9/30/2030

· Option 4: 10/1/2030-9/30/2021

1.1 HOURS OF OPERATION

Patient Assisted Parking Services shall be provided Monday through Friday, five (5) days per week.

· Services are not required on weekends or Federal Holidays.

· Hours of operation: 7:00 a.m. to 3:00 p.m.

· Highest volume of Veteran arrivals: 8:00 a.m. to 12:00 p.m.

1.2 CONTRACTOR QUALIFICATIONS

Licensing & Legal Requirements:

· The Contractor shall possess all licenses and permits required by all applicable Local, State, and Federal laws.

Employee Requirements: All Contractor employees must:

· Hold a valid U.S. driver's license with a minimum of two years of driving experience

· Be U.S. citizens

· Be fluent in the English language

· Have at least six (6) months of Patient Assisted Parking Services experience in a healthcare setting, working with patients of all abilities Organizational Requirements:

· The Contractor shall have a minimum of five (5) years of demonstrated experience successfully providing Patient Assisted Parking Services.

· The Contractor is responsible for coordinating, supervising, and evaluating all services performed, and must promptly correct any employee deficiencies as they arise.

· All employees shall perform their duties in a professional, courteous, and respectful manner at all times.

1.3 CONTRACTOR-PROVIDED ITEMS / SUPPLIES / EQUIPMENT

The Contractor shall provide and maintain all equipment necessary to perform Patient Assisted Parking Services, including but not limited to:

· Podium

· Lock boxes

· Walkie-talkies or radios

· Cones

· Claim-check system (app-based with a paper backup)

· Uniforms

· All approved signage, including "No Tipping" signs The Contractor is responsible for maintaining all equipment in good working condition.

(a) The Contractor shall furnish a podium, lock boxes, automated claim-check system, cones, and walkie-talkies or cell phones to support daily Patient Assisted Parking Services operations. The VA will provide secure onsite storage space for Contractor-supplied equipment and materials.

(b) VA Police will provide the Parking Lot Attendant assigned to the "front circle" with a police radio for emergency communication. This radio shall not be left unattended at any time. Attendants must remain within the parking area and ensure appropriate coverage before leaving their assigned location.

(c) Contractor employees shall sign in and sign out upon arrival and departure from the facility, using any method established by the Contractor to support completion of the required daily report.

(d) The Government requires the Contractor to utilize technology (software and/or app-based) that enables individuals using the service to request their vehicle in advance. The system must also provide the Government with the ability to monitor service volume and service times for quality control and performance oversight.

1.4 STAFFING

Staffing Levels:

· Minimum: three (3) attendants

· Maximum: five (5) attendants

· Levels are based on the day of the week and anticipated peak demand.

· Peak service hours typically occur between 8:00 a.m. and 12:00 p.m.

· Staffing levels must ensure that vehicle wait times for both drop-off and pick-up do not exceed ten (10) minutes at any time.

Daily Staffing Assignment:

· One (1) Supervisor assigned each day

· Minimum of two (2) Parking Attendants distributed between the patient parking lot and the front circle during the hours of 7:00 a.m. to 3:00 p.m.

· Attendants may serve in multiple roles, including Supervisor, Patient Assisted Parking Services Attendant, or Parking Lot Attendant.

· No parking area may be left unattended, and no individual may be responsible for more than one area simultaneously.

(a) Hours of Operation (Patient Assisted Parking Services Coverage):

· Services shall be provided Monday through Friday, five (5) days per week.

· No services are required on weekends or Federal Holidays.

· Patient Assisted Parking Services shall operate from 7:00 a.m. to 3:00 p.m.

· Highest volume of Veteran arrivals: 8:00 a.m. to 12:00 p.m.

1.5 UNIFORMS

· The Contractor shall furnish all uniforms, name badges, seasonal outerwear, and reflective outerwear for all Patient Assisted Parking Services staff.

· All uniforms and outerwear shall display the Contractor's logo and company name.

· Uniforms and outerwear must be consistent in style and shall be worn at all times while contractor staff are performing duties.

1.6 SIGNAGE

· The Contractor shall furnish and install all required signage, including signage indicating that tipping is prohibited.

· All signage must be reviewed and approved by the Contracting Officer's Representative (COR) prior to installation.

· The COR will designate and approve the placement of all signs.

1.7 PATIENT ASSISTED PARKING SERVICES PARKING LOT

The Lot:

· The designated Patient Assisted Parking Services area is the "patient parking lot," which contains approximately eighty-five (85) parking spaces reserved for patient parking assistance.

· The Contractor shall not alter the existing parking lot striping but may utilize the available space to maximize vehicle capacity.

· The Albany Stratton VAMC will provide all parking lot maintenance, cleaning, repairs, and snow removal services.

Coverage Area:

· Coverage also includes the main entrance curbside area, walkways, and driveways throughout the Albany Stratton VAMC campus.

· Patient Assisted Parking Services staff shall promptly notify the COR of any conditions that may present a safety hazard to patients, employees, or visitors.

Estimated Volume:

· Typical daily cars parked: approximately 85

· Busiest days: upward of 150

1.8 PARKING PROCEDURES

· Parking for all Patient Assisted Parking Services drop-offs and pick-ups shall occur at the front entrance ("front circle").

· No unattended running vehicles are permitted at any time.

· The designated drop-off/pick-up area is subject to change due to ongoing construction at the facility.

(a) Vehicle Wait Period:

· Patient Assisted Parking Services staff shall ensure that vehicle wait times for both drop-off and pick-up remain under ten (10) minutes at all times.

· The CO and/or COR may conduct periodic unannounced inspections to confirm compliance with the maximum wait-time requirement.

· The Contractor shall provide additional Patient Assisted Parking Services staff, as needed, to ensure that no vehicle exceeds the maximum wait period.

· The Contractor shall not charge the Albany Stratton VAMC any additional costs or fees for staffing adjustments required to meet this requirement.

· The Albany Stratton VAMC will provide advance notice to the Contractor regarding any special events that may increase visitor volume or affect parking demand.

(b) Vehicle Drop-Off:

· Upon vehicle drop-off at the "front circle," Patient Assisted Parking Services staff shall courteously ask the driver whether they wish to use the service for the duration of their visit.

· Staff shall issue a claim check/receipt and park the vehicle in the "patient parking lot," taking into consideration the expected length of stay.

· Patient Assisted Parking Services staff shall maintain full control of all vehicles parked under the service to maximize available space and ensure smooth operations.

· All parked vehicles must be locked, and all keys shall be secured in a lock box.

· Keys shall never be left in an unattended vehicle, nor shall unattended vehicles be left with the engine running.

The claim-check system shall be app-based unless the patient does not possess a smartphone, in which case a paper ticket shall be provided.

1.9 CUSTOMER SERVICE STANDARDS

· All patients and patient visitors shall be treated courteously and respectfully by all Patient Assisted Parking Services and parking attendant staff.

· Staff shall comply with all local driving laws and all Albany Stratton VAMC campus traffic regulations, including those governing pedestrian right-of-way.

· Patient Assisted Parking Services staff shall not assist drivers or passengers in entering or exiting vehicles.

· At no time shall any patient or visitor vehicle be driven, removed, or parked off the Albany Stratton VAMC campus.

2.0 CLOSE OF BUSINESS

At the close of each business day:

· Patient Assisted Parking Services staff shall arrange any remaining vehicles in the "patient parking lot" to ensure easy access for patients and their visitors.

· All remaining vehicle keys shall be turned over to the Albany Stratton VAMC Police.

· Patients and visitors whose vehicles remain at the end of the day may retrieve their keys from the Albany Stratton VAMC Police office.

2.1 VEHICLE DAMAGE, NEGLIGENCE CLAIMS & ACCIDENTS

· All vehicle damage and negligence claims arising during the performance of Patient Assisted Parking Services shall be the responsibility of the Contractor and shall be fully addressed and remedied by the Contractor.

· All accidents must be reported to the Albany Stratton VAMC Police.

2.2 VEHICLE THEFT

To prevent vehicle theft, Patient Assisted Parking Services staff shall:

· Ensure that the vehicle owner provides the vehicle key in exchange for a claim check.

· Not leave vehicles running, and not leave keys in the ignition prior to parking.

· Ensure the vehicle owner hands the keys directly to the Patient Assisted Parking Services staff, who will then park the vehicle.

2.3 VEHICLE COUNT REPORT AND STAFF COUNT

· The Contractor shall provide a daily count of all vehicles parked through the Patient Assisted Parking Services.

· This daily report shall be submitted to the COR at the close of each service day.

· In lieu of the standard practice of signing in and out with VA Police, the Contractor's daily report shall include each employee's name, hours worked, and the number of vehicles parked (as applicable).

2.4 TIPPING

· Tipping is strictly prohibited.

· Patient Assisted Parking Services staff shall not accept any monetary tips from any vehicle owner or passenger under any circumstances.

2.5 PERSONNEL PERFORMANCE

· All work shall be performed by the Contractor's employees who are fully trained and authorized to serve as Patient Assisted Parking Services staff at the Albany Stratton VAMC.

· Contractor employees shall comply with all facility rules, regulations, policies, and directives in effect at the Albany Stratton VAMC.

2.6 CONTRACTOR BADGES

· The Contractor's employees shall obtain Albany Stratton VAMC contractor identification (ID) badges prior to performing work at the facility.

· All Contractor employees shall be fingerprinted, and the Contractor shall complete all required security documentation for each employee.

· ID badges must be worn at all times while on Albany Stratton VAMC property and shall be surrendered upon completion of the contract or upon an employee's termination.

· Badges shall be worn on the outermost layer of clothing, above the waistline.

2.7 DAILY TIMESHEETS

· Contractor employees shall sign a timesheet each day to verify their names and arrival times for duty.

· The on-site Supervisor shall submit these timesheets to the COR at the end of each business day.

2.8 CONTRACTOR SITE VISITS

· Contractor management shall continuously monitor vehicle wait times.

· Contractor management shall conduct on-site visits as necessary.

· Contractor management shall remain available to meet with the COR to ensure that parking attendants consistently provide optimal service to all visitors at the Albany Stratton VA Medical Center.

2.9 VA REGULATIONS — PARKING / SMOKING / CELL PHONES

Identification:

· Contractor employees shall wear visible identification at all times while on Albany Stratton VAMC premises.

Parking:

· The Contractor is responsible for ensuring its employees park only in designated contractor parking areas.

· Information on appropriate parking locations is available from the Albany Stratton VAMC Police.

· Under no circumstances will the Albany Stratton VAMC invalidate or reimburse any parking violations incurred by the Contractor.

Prohibited on VAMC Grounds:

· Smoking and vaping

· Possession of weapons

· Personal use of cell phones, Bluetooth devices, or similar electronics during duty hours

· Lounging or waiting in Veteran waiting areas or lobbies Inspections & Violations:

· All enclosed containers, including tool kits, are subject to search.

· Violations of VA regulations may result in citations issued through the United States (Federal) District Court, not local or state courts.

Staff Areas:

· A designated area for staff use will be provided by the COR.

3.0 TRAINING / ORIENTATION

· The Contractor shall ensure that all employees complete required training and orientation prior to performing work under this contract.

· Documentation of completed training shall be provided to the COR and maintained on file.

· The Contractor shall ensure that all employees assigned to this contract comply with all performance, security, and competency requirements.

· The Contractor is responsible for ensuring that its employees are fully trained and competent to perform all required duties.

Pre-Performance Orientation Meeting: The Contractor and its employees shall attend a pre-performance orientation meeting prior to the commencement of onsite work. This meeting will be scheduled by the Albany Stratton VAMC and will include discussion of the following topics:

· (a) Employee competencies (e.g., fire and safety procedures, disaster response)

· (b) Medical emergency protocols

· (c) Procedures for handling lost claim checks, accidents, thefts, and other parking-related incidents

· (d) Uniform and identification badge requirements

· (e) Labor standards provisions

· (f) Required submittals (e.g., insurance certificates, licenses)

· (g) VA 20939 – Basic Privacy Training for Contractors without computer access

3.1 HOURS OF COVERAGE

The Contractor shall perform the required work at Albany Stratton VAMC Monday through Friday, excluding Federal Holidays, during the hours specified in Hours of Operation (Section 1.1).

Federal Holidays Observed by Albany Stratton VAMC:

Independence Day

3.2 PERSONNEL POLICY

· The Contractor shall assume full responsibility for the protection and management of its personnel performing services under this contract, in accordance with the Contractor's own personnel policies.

· This includes, but is not limited to: workers' compensation coverage, professional liability insurance, required health examinations, income tax withholding, and Social Security contributions.

· Both parties acknowledge that the Contractor, its employees, agents, and subcontractors shall not be considered employees of the Department of Veterans Affairs (VA) for any purpose.