Performance Work Statement 2024 05 22.pdf

THE INTERNAL REVENUE SERVICE

NATIONWIDE SIGN LANGUAGE INTERPRETING SLI

AND

COMMUNICATION ACCESS REALTIME TRANSLATION (CART) SERVICES

PERFORMANCE WORK STATEMENT

(1) PURPOSE

The purpose of this requirement is to provide Sign Language Interpreting (SLI) and Communication Access Realtime Translation (CART) services for the Internal Revenue Services (IRS) Deaf and Hard of Hearing (DHOH) employees, applicants, guests, and visitors, at all IRS locations throughout the United States, Puerto Rico, and Guam.

(2) SCOPE

To ensure that DHOH employees, applicants, guests, and visitors have equal access to everyday activities and can participate in all aspects of the work environment. This initiative supports the Department’s strategic efforts to promote a diverse workforce that is inclusive and responsive to the needs of individuals with disabilities.

(3) BACKGROUND

The Rehabilitation Act of 1973 (29 U.S.C. 701), as amended, requires an employer to provide reasonable accommodation to qualified individuals with disabilities who are employees or applicants for employment, except when such accommodation would cause undue hardship.

The American Disability Act provides that "no qualified individual with a disability shall, by reasons of such disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of a public entity, or be subjected to discrimination by such entity." The IRS is committed to enhancing communications between hearing and DHOH employees by providing quality and professional interpreting/transliterating services in a wide variety of settings, in accordance with the client’s specifications an in accordance with EEOC.

The IRS seeks qualified SLI services for its employees. The IRS uses SLI services to facilitate communication for events and meetings; such as: work related meetings, training sessions, one-on-one interaction, classroom learning, seminars, lunch-n-learn sessions, safety talks, discussions on work related procedures, policies and assignments, disciplinary actions, conferences, and any work-related events attended by DHOH persons who communicate in sign language. In addition, any activities sponsored by IRS involving government employees, guests, and visitors, may also require SLI services. The requirements of the employees vary in length, in number of persons in attendance, and in the level of participation required of the DHOH employee.

(4) REQUIREMENTS

(4.1) Overview

The Vendor shall provide interpreting services which facilitate communication between the DHOH population and the hearing population. The Vendor shall provide SLI services as required for interpreter service requests from employees, applicants, guest and visitors of the offices and organizations serviced by the IRS. The Vendor shall provide qualified and experienced sign language interpreters within the identified locations at a 97% or above fill rate (measured monthly). The Vendor shall utilize appropriate methods, including but not limited to American Sign Language, Signed Exact English, Pidgin Sign language, Contact Sign, Close Vision, Oral, Legal, Protactile, and tactile for the Deaf-Blind, for the situation(s) and the individual(s) being served. The Vendor shall provide interpreters who possess the required certifications and skills to ensure effective communication occurs, that the subject matter and attitudes of both parties are conveyed while transmitting all conversations and communications accurately and objectively.

Sign Language Interpreter(s) (SLI) shall provide SLI services like face-to-face interpreting in accordance with Section 4 “Requirements” of the BPA PWS. However, the interpreter will be using various IRS computer software (e.g. Teams or ZOOM) and equipment to provide services to consumers in IRS locations that require remote services and Taxpayer Assistance Centers (TAC).

The interpreter will perform the services on an as needed basis. The IRS will determine the frequency (ad hoc, on call, or daily) based the Agency’s need.

(4.2) Sign Language Interpreters

The Vendor shall provide sign language interpreter services on an as-needed basis for any special events and/or meetings lasting any duration per day. However, events and/or meetings may span across several days. The SLI services provided will be performed at designated location and/or virtually throughout the nation.

The Vendor shall provide the name(s) of the interpreter(s) to the designated point of contact (POC) and the employee Pursuant to paragraph (8.2) Scheduling of Tasks.

The Authorized Government Representative (AGR) and/or Contracting Officer Representative (COR) –shall contact the Vendor primarily using the contractor’s scheduling system to request services. The system should meet IRS cybersecurity and privacy requirements in accordance with IRS Publication 4812, and IR 1052.239-9010. Contact with AGR can also be supplemented with e-mail, and secondarily via telephone or facsimile, with requests for, changes to, or cancellations of interpreter services, pursuant to paragraph (5.2) System Requirements. The AGR will provide pertinent information related to the assignment, including date, time, projected length of assignment, type of assignment, location, employee’s name requiring the service, designated points of contacts (POC) for the request, their respective telephone numbers, and sign language preference if other than American Sign Language (ASL). The AGR will also provide, if available, copies of speeches, documents, or training materials that will be used during the event in advance of the event. If the documents contain Security Sensitive Information (SSI) or classified information, the documents will be marked as such. However, there may be occasions when it is not possible for the government to provide these materials in advance.

The Vendor will send email notifications to the AGR, indicating that the request has been received and will issue a subsequent email when the appointment has been scheduled, confirmed and/or cancelled. The Vendor will make its database available to the Contracting Officer, COR, AGR, manager and other designated IRS staff upon request for the collection of statistics and generation of reports.

(5) SPECIFIC REQUIREMENTS

(5.1) Major Duties of Interpreters

Interpreters shall interpret for DHOH employees, applicants, guests, visitors, and job applicants in a variety of settings and situations, including, but not limited to:

a. Formal and informal inter-office and intra-office staff meetings involving one-on-one, small or large group situations.

b. Formal and informal conferences, meetings, business luncheons and/or dinners, “live” broadcasts, and video conferences for staff, visitors, or organizers from outside the Agency involving one-on-one, small, or large group situations.

c. Training includes breakout sessions where the interpreter(s) shall sign for employees attending classroom situations involving an instructor and one or more DHOH employees. To assist interpreters in their preparation for training events, when possible, the IRS will provide all written training materials, including any visual aids the trainers intend to use to the Vendor at least seven

(7) calendar days in advance of any training session and when such materials are available in advance. The IRS will inform the Vendor in writing about the reason for providing the advance material and will also provide the name and contact information for a subject matter expert who will be available to the Vendor, if necessary, one week before the training so that the interpreter(s) can understand technical and other information sufficiently to provide quality interpreting, to determine appropriate signs, and to aid the interpreter(s) in effectively conveying the information. To the maximum extent practicable, the vendor shall ensure that the same interpreter(s) are present for the duration of any training session and are skilled and comfortable using the technical terms to be used during such training. Training situations, including lunch-n-learn sessions, may range in time from one hour to several days, which would include appropriate breaks and lunch.

d. Special Emphasis Program activities which include presentations to audiences of approximately 25 to 1000 employees may include DHOH employees. These events are generally sponsored by the IRS and may last on average of 1.0 to 2.5 hours.

e. Interagency meetings and local, state, regional, and national conferences where interpreting services are not otherwise provided.

f. Job interviews and job fairs.

g. Orientation programs for newly hired employees.

h. Periodic meetings between employees, management, and/or union officials regarding personnel issues.

i. Legal settings (i.e., Arbitrations, TITGA investigations). This will require a legally certified interpreter.

j. Full time interpreting for employees requiring services to fulfill essential job functions.

k. Meetings between IRS employee and customers regarding tax related issues to include assistance with tax returns and information, audits, collection activities and other tax related assistance and inquiries.

(5.2) System Requirements

The Vendor shall have a web-based system that Agency scheduling and contract administrative personnel can access to submit requests for services. The Vendor’s Program Manager will be responsible for submitting monthly Technical Progress Reports to provide descriptive information on all requested interpreting services. Reports should include: names of individuals receiving services; name of individual requesting service; name of interpreter(s); number of hours of services provided; number of late requests;

late cancellations; office usage; location usage; date range and unfulfilled requests; as well as any additional information deemed necessary and reasonable to track services; monitor performance; and process invoices. The system shall also allow the COR, AGRs, and other designated staff access to consumer profiles and job information to generate the same reports, if needed. The system should have adequate security to protect the information of consumers in accordance with IR1052.239-9010.

(5.3) Geographic Locations The Vendor shall provide qualified and experienced interpreters in different locations throughout the United States, Puerto Rico, and Guam where interpreting services are needed for IRS employees, customers and/or taxpayers.

(5.4) Personnel Required

a. The Vendor shall assign sign language interpreters on an as-needed basis. The interpreter will have contact with Agency supervisors, managers, and employees, applicants for employment, guests, and visitors.

b. Vendor personnel shall be able to provide sign language interpreting services in many different situations, including but not limited to; one-on-one meetings, conferences, special events, large and/or small group sessions, training sessions and conference calls.

c. Vendor personnel shall be qualified and/or certified as an American Sign Language, Signed Exact English, Pidgin Sign language, Contact Sign, Close Vision, Oral, Legal, Protactile and Tactile for the Deaf-Blind Interpreter.

d. When required for legal assignments, interpreters must possess a Specialist Certification:

Legal (SC:L). Experience interpreting in legal or classified environments.

e. The interpreter must be able to have contact with and communicate with IRS employees, applicants, guests, and visitors thereof.

f. Sign language interpreters are to be certified and/or qualified, competent, timely, and professional.

g. Physical dexterity and concentration are required.

h. Interpreters that provide ORI services shall be employees of Translation Excellence. Personnel must have passed the background investigation and have granted access before they will be assigned a location and receive computer access. Personnel is required to conduct themselves in the same manner as IRS staff and can be removed from the contract for any misconduct at the COR or CO discretion.

(6) QUALIFICATIONS OF SIGN LANGUAGE INTERPRETERS

(6.1) Professional Qualifications

The IRS will accept Certified and Qualified sign language interpreters Certified interpreters. Certified interpreters shall have one or more of the following credentials:

National Association of the Deaf (NAD) - Level III (Generalist), Level IV (Advanced), or Level V (Master) certification; National Interpreter Certification (NIC); Registry of Interpreters for the Deaf (RID) - Comprehensive Skills Certification (CSC), Master Comprehensive Skills Certification (MCSC), Certificate of Interpretation (CI), Certificate of Transliteration (CT), Interpretation Certificate (IC), Transliteration Certificate (TC), RID Reverse Skills Certificate (RSC), RID Certified Deaf Interpreter (CDI), Oral Interpreting Certificate (OIC), Oral Transliteration Certificate (OTC) and RID Specialist Certification: Legal (SC:L) for legal interpreting.

Specialized interpreters must have the following credentials:

a. Legal Interpreters must possess a RID Specialist Certification: Legal (SC:L or CLIP-R)

b. Certified Deaf Interpreter must have CDI credential

c. Protactile, tactile (deaf/blind) interpreters may have any of the certifications listed in above.

The following state certifications will also be considered equivalent to the above as follows (in the state for which the services are being rendered): Evaluation of Interpreters (BEI) Advanced; Missouri Interpreters Certification System (MICS) Intermediate, Advanced or Comprehensive; Illinois Board for Evaluation of Interpreters (IL BEI) Advanced or Masters; Interpreter Skills Assessment Screening (ISAS) Interpreting/Transliterating Levels 4 or above; Texas Board for Evaluation of Interpreters (TX BEI) Advanced or Master; Utah Professional or Master Level Certification, MCDHH Screened and Michigan Board for Evaluation of Interpreters (MI BEI) certified at Levels 2 and 3 or the QA III; Kansas Quality Assurance Screening (KQAS) Level 4 or higher; Quality Assurance Screening Test (QAST) - Levels III, IV and V;

Testing, Certification and Evaluation Unit Inc (TECUnit) certifications: Cued American English Competency Screening (CAECS-E) 4.0 score and Cued Language Transliterator State Level Assessment (CLTSLA) level 3 or higher; North Carolina Interpreter Classification System (NCICS) level A or B; and, the Virginia Quality Assurance Screening (VQAS) Interpreting Level IV and Transliterating Level IV

In addition, all Interpreters shall have a minimum of 3 years of current interpreting experience and shall conduct themselves according to the NAD and/or RID-NAD Code of Professional Conduct (CPC).

The vendor is expected to make every effort to fill requests with a certified interpreter. If the vendor is unable to fill a request with a certified interpreter and the request will be unfilled, the vendor may fill the job with an interpreter who is deemed qualified by the IRS standards (below):

• A minimum of three (3) years interpreting experience in a professional setting

• Experience in deaf culture and working knowledge of the RID Code of Ethics

• Proficiency in both simultaneous and consecutive interpreting in spoken CART Providers Professional

Qualifications:

The CART reporter must demonstrate knowledge; skills and abilities in the Core Competency areas defined by the National Court Reporters Association and must be a certified Real-time Reporter (CRR).

The CART reporter must have a skill level equivalent to a senior journeyman expert with at least three years specialized experience and have the ability to provide small venue CART services to be used by staff and visitors.

The CART reporter will e-mail all DHOH consumers the CART transcription within 2 business days upon completion of the assignment. The transcripts must include the following disclaimer: This CART file was produced for communication access and will not be 100% verbatim. This is not a legal document and may contain copyrighted, privileged or confidential information.

This draft transcript shall not be disclosed in any form, (written or electronic), as a verbatim transcript, or posted to any website or public forum. This transcript may not be sold, shared, disseminated, or otherwise to any other students or persons, as such will result in suspension of services (without explicit permission).

This is an unofficial transcript which should not be relied upon for purposes of verbatim citation. This draft transcript has not been proofread. It is scan-edited only and may contain errors, including but not limited to, proofreading errors, omissions, computer generated mistranslations, stenotype code, electronic transmission errors resulting in inaccurate or nonsensical word combinations, or untranslated stenotype symbols which cannot be deciphered by non-steno typists.

(6.2) Knowledge Required

Sign language interpreters provided by the Vendor shall have the following knowledge and skill set(s):

a. Fluency of sign language on the entire sign language continuum to effectively communicate between DHOH and hearing individuals.

b. Ability to interpret: (1) voice to sign, and (2) sign to voice.

c. Ability to interpret in a variety of settings, including those that require specialized and technical vocabulary such as in the information technology and accounting fields.

d. Applied knowledge of the Registry of Interpreters for the Deaf (RID) Code of Ethics.

e. Knowledge and skills to prepare for each interpreting assignment, including the knowledge needed to assist in setting up an environment that is conducive to meeting the communication needs of both the DHOH and the hearing consumer.

f. Ability to effectively assess the language needs of the DHOH consumer and determine when it is appropriate to interpret or transliterate for a particular assignment. Ability to apply the analytical skills necessary to determine which communication modes the DHOH consumer is utilizing.

g. Ability to identify and resolve through education, the communication barriers that exist between the DHOH employees and their managers and their coworkers.

h. Knowledge of telecommunication devices for the DHOH employees, in order to disseminate appropriate information to requiring offices; and,

i. If requested, the Vendor must provide a sign language interpreter with strong voicing skills.

(6.3) Specialized Interpreters

When needed the IRS will request Specialized Interpreters and the vendor will provide interpreters with the certifications and special skills listed above under (6.1) Professional Qualifications. Specialized interpreters include:

a. Legal Interpreter (SC:L or CLIP-R),

b. Certified Deaf Interpreter or CDI, and

c. Protactile, tactile interpreter for the Deaf/Blind

d. Oral Interpreting

(7) CONSTRAINTS

(7.1) Standards of Conduct

The following standards have been developed to ensure interpreting service is provided in the most professional manner:

a) The Interpreters or the Vendor will contact the AGR within 15 minutes if the customer is not at the designated location or if the assignment is cancelled by the customer or manager.

b) The Interpreters are expected to not leave meetings and trainings (nor be requested to leave meetings or trainings) prior to the scheduled completion of each assignment absent an emergency.

c) The Vendor shall not perform any services on a volunteer basis for individuals, meetings, or events without vendor assignment/confirmation.

d) The Vendor shall abide by all confidentiality rules governing Sensitive but Unclassified (SBU) information. The Vendor should not discuss the content of any service(s) performed under this BPA with any persons other than the Contracting Officer, COR, AGR or approved management official.

e) The Vendor shall not offer personal opinions, advice, or counsel during or after an assignment.

f) The Vendor shall uphold all policies of the government not specifically listed in or as periodically updated during the duration of this BPA.

g) The interpreter shall dress in business casual attire, unless requested to dress otherwise.

h) The interpreter shall arrive with enough time to get through security when providing services on site.

(7.2) Personnel Substitutions

The Vendor shall provide the agency with a monthly list of new interpreters by the 5th business day of the month for obtaining security clearances. The Vendor shall only assign/send interpreters to appointments that have been cleared. If the need for a personnel substitution arises, the Vendor shall notify the Agency 24 hours in advance, or as soon as practicable.

The Vendor shall not assign/send interpreters to future assignments after notification of documented unsatisfactory performance, or insufficient knowledge, skill and/or experience to deliver services requested or for a client.

After the Vendor confirms the interpreter’s name(s), the AGR/COR may request a substitution pursuant to these provisions. The Vendor shall maintain consumer profiles in their database, which will include information regarding consumer preferences.

(7.3) Reassignment of Interpreter(s) as Needed

If an interpreter is on-site for a scheduled assignment and the needs of the agency have changed, the requestor and/or interpreter are to contact the AGR. The AGR has the option to assign the interpreter to another request without an additional charge or cancellation fee with the stipulation that if the new assignment runs over the original number of hours of the scheduled assignment, the difference will be invoiced. An interpreter will be reassigned only if:

a) the new assignment is similar in nature to the originally scheduled one.

b) the interpreter has no conflict of interest with the new assignment.

c) the location is the same.

d) the interpreter is available to stay if the time extends.

Further, if the original assignment ends early, the AGR has the option to assign the interpreter to another job/request to finish out the originally scheduled timeframe. The interpreter must contact the AGR and confirm their services are no longer needed prior to leaving. Additionally, if an event is being videotaped, the interpreter shall provide interpreting services whether or not there are people in attendance requiring interpreter services.

(8) ADMINISTRATIVE PROCEDURES

(8.1) Task Requests and Scheduling Plan

a. Task Requests will come from the AGR. The Vendor will be provided with a list of the AGRs. The requests will be communicated through the Vendor’s authorized scheduler, by telephone or email by an AGR. The Vendor shall schedule interpreters based on the task requests received.

b. The AGR will provide the following required information related to the assignment: date, time, projected length of assignment, type of assignment, location, room number, DHOH employee’s name, two designated points of contact with respective phone numbers, and sign language preference.

c. The AGR will contact the Vendor primarily via e-mail, and secondarily via telephone or facsimile, with requests for, changes to, or cancellations of interpreter services. If requested, the Vendor will confirm requests with multiple AGRs.

d. The Vendor shall provide a replacement interpreter in the event an assigned interpreter cannot fulfill an assignment. If the Vendor is unable to provide a replacement interpreter, the Vendor will not invoice the government. Task requests shall be handled in accordance with the Scheduling Plan. The Scheduling Plan shall be updated at least annually and must include how the Vendor will track the number of hours used by each Business Unit, and report that information to the IRS.

Please Note: A virtual interpreter for a face to face assignment request will not be considered as a replacement interpreter.

(8.2) Scheduling of Tasks

(8.2.a) Vendor’s Scheduling Process and Procedures

The policies and procedures for the scheduling of tasks under this BPA are in attachment A. The Vendor may be requested to input recurring requests into their database. Unique individual job identifiers (numbering and/or lettering scheme) are required for each assignment, including recurring (e.g., weekly, monthly, and quarterly) assignments. No government furnished property (i.e., cell phones, computers, etc.) will be provided to facilitate scheduling.

(8.2.b) IRS Job Fill/Confirmation of Assignment Requirements

The vendor must fill service requests as follows:

• If request is submitted more than 10 business days’ notice—vendor has 5 business days to fill/confirm an interpreter.

• More than 5 business days’ notice – vendor has 2 business days to fill/confirm an interpreter.

• 3-4 business days’ notice – vendor has 1 business day to fill/confirm an interpreter.

• Less than 2 business days’ notice – vendor will fill/confirm assignment within 4 hours of request.

If an interpreter has not been identified and/or confirmed within the timeframe, the government reserves the right to secure services through another vendor.

If services are secured through another contractor prior to the Vendor confirming a provider, the government will communicate with the Vendor and the vendor will mark the job request as “unfilled” The government will not be invoiced for unfilled services and the Vendor’s cancellation policy will not apply.

Unfilled requests will also count against the Vendor’s fill rate as stated in the Quality Assurance Surveillance Plan (QASP).

*Note: The IRS will use its best efforts to submit 30 % of its job requests for SLI or CART at least 2 weeks in advance.

(8.2.b.1) Recurring Requests

When the government submits recurring requests,

• All appointment dates for recurring requests must be filled according to the standards noted under

Section 8.2.b.

• If an interpreter has not been identified and/or confirmed within the timeframe, the government reserves the right to secure services with another vendor.

• If services are secured through another contractor prior to the Vendor confirming an interpreter, the Government will communicate with the Vendor and the Vendor will mark the job request as “unfilled”. The government will not be billed for the services and the Vendor’s cancellation policy will not apply. Unfilled requests will also be counted against the Vendor’s fill rate as stated in the

QASP.

(8.2.b.2) Notification of Quarterly Recurring Requests

The government will submit quarterly recurring requests.

• All appointment dates for recurring requests must be filled according to the standards noted under

Section 8.2.b.

• If an interpreter has not been identified and/or confirmed within the timeframe, the government reserves the right to secure services with another vendor.

• If services are secured through another contractor prior to the Vendor confirming an interpreter, the government will communicate with the Vendor and the Vendor will mark the job request as “unfilled”. The Government will not be billed for the services and the Vendor’s cancellation policy will not apply. Unfilled requests will also be counted against the Vendor’s fill rate as stated in the

QASP.

(8.2.c) Cancellations

The Agency has established the following conditions under which cancellation fees:

• A cancellation fee will not be permitted for cancellations made at least 2 business day, e.g., at least 48 hours Monday- Friday, prior to a scheduled appointment.

• A cancellation fee will not be permitted for appointment substitutions and/or reassignments when the new appointment occurs on the same day, at the same time, and location (facility). Refer also to (7.3) Reassignment of Interpreter(s) as Needed.

• Cancellations of job requests that are 2 or more business days will not be invoiced for days 3 and beyond. Example: If a week-long training session (M-F) is cancelled before the start time off the assignment on Monday, only Monday and Tuesday are billable).

(8.2.d) Building Closures and Delayed Openings/Early Dismissals

If a government building, or leased office space is closed due to circumstances beyond the agency’s control, jobs will automatically be cancelled with or without prior notice from the Government and will not be billable to the Agency. In emergency situations, Government facilities may be closed for extended periods of time (e.g., minutes, hours, days, weeks or even months). These instances include but are not limited to: inclement weather, natural disasters, technological/accidental hazards, government shutdown/furlough, and acts of terrorism. The Agency and/or the Office of Personnel Management (OPM) will provide as much advance notice as possible, but such notice is not required.

If OPM or the Agency determines that a specific location will operate on a delayed start or early dismissal due to inclement weather or other circumstances, jobs that are scheduled within the timeframe of the closure at the particular location will be cancelled and are not to be subject to a cancellation fee or billable to the agency. In the event of a delayed start, the Government is not required to give advanced notice.

However, an authorized government official (e.g., CO, COR, or AGR) will provide the vendor with as much advance notice as possible in the event of an early closure or dismissal.

Should a facility be temporarily closed for multiple weeks, the AGR will update appointment locations to the temporary facility.

(8.3) Travel Reimbursement (8.3.a) Travel

The interpreter may be required to travel under Call orders issued against this Agreement. Such travel costs are allowable, subject to the limitations contained in Federal Travel Regulations, FAR Subpart 31.205-46, Travel Costs, and as outlined herein. Where usual and customary, portal-to-portal (defined as "travel time") charges may apply and are allowable. Portal-to-portal charges are usual and customary in some states, including, but not limited to: AL, FL, GA, LA, MS, NC, SC, TN and TX. According to industry standards, charging on a portal-to-portal basis may vary - not only by state, but sometimes by city/area. In the case where mileage or portal-to-portal charges will be charged, the interpreter shall submit a quote of estimated mileage and tolls, or portal-to-portal charges with its notification of the SLI assignment. This estimation should include mileage from point of origin to the job site and from the job site to next assignment or back to the point of origin, as applicable.

The actual rate for mileage will be included in the respective Call order.

(8.3.b) Reimbursement

Reimbursement for travel costs incurred as outlined herein will be based on either mileage or portal-to-portal charges on a case- by-case basis.

Reimbursement based on mileage:

• Reimbursement for mileage for travel is authorized.

• Reimbursement for travel up to 80 miles roundtrip is allowable based on actual mileage from point of origin to the job site and from the job site to next assignment or back to the point of origin, as applicable. AGR will receive notification of mileage when the assignment confirmed.

• Reimbursement for travel exceeding 80 miles roundtrip is allowable but must be pre-approved by the CO or COR, based on actual mileage from point of origin to the job site and from the job site to next assignment or back to the point of origin, as applicable. Prior to such travel, the vendor must provide addresses of the applicable to and from points of travel to the AGR for approval from the Contracting Officer Representative (COR) or the Contracting Officer (CO).

*Note: The IRS does not authorize reimbursement for parking and other commuting expenses.

(8.4) Hours When Interpreter and Support Staff Are Required

Interpreter support may be required 7 days a week, including locations with night shift employees. Vendor support staff should be available during IRS normal business hours (8am-5pm) eastern standard time, for which services are being provided.

Vendor shall provide an after-hours contact phone number for emergency requests and changes.

(8.5) Number of Interpreters Required per Assignment

The number of interpreters required is subject to the approval of the AGR, depending upon the subject matter, type, and the duration of the assignment.

(8.6) Arrival of Interpreters

The interpreter will be provided with an IRS visitor’s badge that will be issued once the security requirements are met.P Badges must be worn and visible at all times. If for any reason the interpreter is unavailable, a substitute must be assigned to report to the designated location. The vendor must provide the AGR as much prior notice as possible on the reassignment.

All interpreters must have a Federal or state government issued photo ID and be able to obtain a temporary or permanent IRS badge, that is issued by Security for access to IRS buildings and field locations (and other IRS facilities). Interpreters should allow enough time to gain access to secured facilities for each assignment and be escorted to room/location to set up and prepare to work at the start time. Upon gaining entrance into the facility, if the designated POC is not at the front entrance to escort, the interpreters shall call the designated POC provided. The sign language interpreters must abide by all security protocol at the building.

(8.7) Failure to Provide Service

If the Vendor fails to provide sign language interpreter services as described above, the Vendor shall not invoice the IRS. The Vendor is expected to be able to provide interpreter services at or above a 97% fill rate.

(8.8) Government Monitoring of Quality Control

The Vendor shall maintain and utilize a quality control plan which correlates to the Performance

Requirements Summary and Quality Assurance Surveillance Plan throughout the life of the BPA. The quality control plan must contain, at a minimum:

• A description of the inspection system to cover all services in the QASP. The description must include specifics as to the areas to be inspected on both a scheduled and unscheduled basis, frequency of inspection, and the title and organizational placement of the inspectors.

• A description of the methods used for identifying and preventing defects in the quality of service performed.

• A description of the records to be kept to document inspections and corrective or preventive actions taken.

The records must be kept and made available to the contracting officer, when requested, throughout the performance period and for the period after completion until final settlement of any claims under this agreement.

In addition to the Vendor’s internal quality control measures, the COR will monitor the Vendor’s performance as documented in the Quality Assurance Surveillance Plan (QASP). This will include soliciting feedback from individuals who utilize interpreting services via a variety of means, as well as the COR making unannounced visits to scheduled events to monitor performance. A monthly discussion of BPA performance will be held and any concerns will be shared with the vendor and disincentives may apply as identified in the QASP.

(9) PRIVACY ACT AND DISCLOSURE REQUIREMENTS

All Vendor employees/sub-contractors assigned to the BPA are subject to the safeguards as detailed in the BPA Clauses. All Vendor employees/sub-contractors are required to sign the Conditional Access to Sensitive but Unclassified Information Non- Disclosure Agreement included as an attachment.

All Vendor employees, subcontractors, and freelance interpreters that will be rendering services where SBU/PII may be disclosed/discussed are subject to Tier 1 background investigations and a credit check prior to coming on to IRS facilities (see IRM10.23.2, Personnel Security, Contractor Investigations). The process takes approximately 90 days when all steps are completed timely. Favorable Background Investigations are based upon:

Background investigation forms; 11 IRS account history for federal tax compliance;

Selective service registration compliance; Citizenship/residency;

FBI fingerprint criminal history; Credit history report; and If applicable, prior background investigations.

For service requests where no SBU/PII implications are present (i.e. conferences, general training, lectures, staff meetings, etc.) the vendor may assign interpreters that have not gone through the Tier 1 background investigation. However, these interpreters cannot be assigned to requests where the manager has identified SBU/PII on Form 14690. The IRS acknowledges that during the normal course of providing interpreting services, Vendor employees/sub-contractors may be exposed to SBU data during conversations and meetings therefore, all are required to sign the Conditional Access to Sensitive but Unclassified Information Non-Disclosure.

(9.1) Ramp Up There will be a 90-day ramp up schedule starting on the date of award in which the Contractor shall identify sign language interpreter and CART providers and submit all documentation to initiate a background investigation, which is accepted for processing by Personnel Security. Each contractor who completes the submission of all paperwork within the first 90 days and successfully completes the fingerprint and eAPP requirements will receive a one-time payment of $200. This is applicable only to the first 200 contractors who complete this process during the first 90 days. All levels of effort associated with ramp- up shall only be charged to the corresponding contract line item for ramp up in Section I - Supplies Or Services And Prices/Costs. The ramp up is a one-time event in the base period of the contract and is not repeated when options are exercised or if there is Contractor staff turnover. Ramp up costs are at the Contractor’s expense if the contractor experiences staff turnover. A one-time request for payment for initial ramp-up activities will be made 90 days after contract award and verification of completed background investigation activities. After the first 90 days the $200 one-time payment will not be applied.

(9.2) Incentive After the first 90 days the IRS will pay a flat rate of $50 per hour for up to three (3) hours to complete the background investigation and the 5-year recertification. Invoice payment will only be approved after the individual receives full granted access, interim or final, whichever comes first. Vendor shall send a separate invoice (1 monthly) to edi.cors@irs.gov for review and approval for payment.

These trainings include:

• Cybersecurity Awareness

• FMSS (Facilities Management and Security Services) Physical Security

• Inadvertent Sensitive Information Access

• Insider Threat Awareness

• Privacy, Information Protection & Disclosure

• Records Management

• (UNAX) Unauthorized Access Briefing for IRS Contractors Briefing for IRS Contractors and UNAX Manual

Certification Process Job Aid

• Form 11370 – Contractor Security Awareness Training (SAT) Certification

Failure to timely complete training will result in access denial.

mailto:edi.cors@irs.gov

Contractor On-Boarding Requirements is as follows:

1.0 Contractor Employee On-Boarding Requirements

1.1 Staff-Like Access Definition and Requirements

Only those contractors/subcontractors who require staff-like access to IRS systems, data, or facilities will follow the outlined process below. Those whose access is infrequent, or will not need staff-like access, and will be 100% escorted while in IRS space, will be managed by the Contracting Officer’s Representative (COR). Escort access is only permitted for infrequent access to IRS facilities and is NOT permitted if subjects require sensitive but unclassified (SBU) data access or systems access.

Contractors/subcontractors are not permitted to have “staff-like access” to IRS facilities, systems, or SBU data until they are determined to be both eligible and suitable to perform work as an IRS contractor by IRS Personnel Security (PS). Each contractor/subcontractor assigned to work under an IRS contract shall undergo investigative processing commensurate with the risk level designation associated with the work to be performed, and comparable to that required for Federal employees who occupy the same positions and who have the same position sensitivity designation.

“Staff-like Access” is authority granted to perform one or more of the following:

• Enter IRS facilities or space (owned or leased) unescorted (when properly badged);

• Possess login credentials to information systems (IRS or Vendor-owned systems that store, collect, and

/or process IRS information);

• Possess physical and/or logical access to (including the opportunity to see, read, transcribe, and/or interpret) Sensitive but Unclassified (SBU) data, wherever the location; (See IRM 10.5.1 for examples of SBU data);

• Possess physical access to (including the opportunity to see, read, transcribe, and/or interpret) security items and products (e.g., items that must be stored in a locked container, security container, or a secure room, wherever the location. These items include, but are not limited to security devices/records, computer equipment, Identification media. For details and further security requirements, see IRM 1.4.6.5.1, Minimum Protection Standards); or,

• Enter physical areas, wherever the location, that store/process SBU information (unescorted).

• Staff-Like Access is granted to an individual who is not an IRS employee (and includes, but is not limited to: contractors/subcontractors, whether procured by IRS or another federal agency, Vendors, delivery persons, experts, consultants, paid/unpaid interns, other federal employees, cleaning/maintenance employees, etc.), and is approved upon required completion of a favorable suitability/fitness determination conducted by IRS Personnel Security.

1.2 Eligibility requirements

• Contractors must be eligible for IRS contract employment prior to submitting investigative forms/documentation used to determine their suitability. The vendor must communicate the eligibility requirements to their employees up front and state that only employees who meet the eligibility requirements should apply for IRS contract employment.

• 1.2.1 Contractor employees shall be federal tax compliant and must remain compliant while working on an IRS contract. Tax compliance will be determined by a check of the contractor employee’s federal tax accounts by trained IRS employees, to ensure that the contractor employees are not currently delinquent on their federal tax obligations.

1.2.2 Contractor employees shall be U.S. citizens or Lawful Permanent Residents (LPR), based on their designated risk level. For foreign-born subjects requiring staff-like access, they shall provide their Alien Registration number, full name, and date of birth.

a. If designated as low risk, contractors must be U.S. citizens or LPRs;

b. If designated as moderate risk, contractors must be U.S. citizens, or LPRs with a minimum of three consecutive years of U.S. residency from the date of legal entry as an LPR;

c. If designated as high risk, contractors must be U.S. Citizens.

1.2.3 Male contractors born after December 31, 1959, must be registered with Selective Service. If they are not registered, or are exempt from the requirement, they must provide a Status Information Letter from Selective Service.

1.2.3.1 Selective Service Registration Documentation – all male contractors/subcontractors requiring staff-like access who are born after 12/31/1959 must be registered with Selective Service (SS).

Registration can be verified at the SS website at www.sss.gov.

Requirements include:

1. If the subject is properly registered, he must provide an official letter of verification from the SS website to the IRS. Letters can be printed/saved from the SS website upon verification of registration;

2. If the subject is foreign-born, the subject must contact the Selective Service (SS) Office and obtain the following to provide to the IRS:

a. a letter from SS stating the subject was not required to register; or,

b. a letter from SS stating the subject was required to register, but it’s too late. The subject must also provide a written explanation as to why his non-registration was not knowing and willful.

3. If the subject is a US Citizen and was required to register but is not registered, the subject must provide a written explanation as to why his non-registration was not knowing and willful and provide it to the IRS.

1.3 Suitability Screening Requirements

Once deemed eligible, contractors will be screened for suitability or fitness for duty based on their backgrounds.

This process begins with timely submission of required investigative forms. The vendor shall assign a Vendor point of contact (POC) to manage this process.

Contractors/subcontractors needing staff-like access are not permitted to begin work on the contract until the required forms and documentation have been completed and properly submitted to PS (incomplete/inaccurate forms will be rejected by PS); and PS has granted, at a minimum, interim staff-like access approval to the contractor/subcontractor. Only those needing staff-like access are required to submit the forms.

1.3.1 Investigative Forms/Documentation

The COR and vendor will work together to determine risk levels for each unique position type required by the contract as prescribed by PS, prior to or concurrent with submission of investigative forms.

Once the contract is entered into the tracking systems, the IRS will send the assigned Vendor POC an e-mail that will include the current investigative forms for all investigative processes, general guidance for completing documents, and instructions for properly submitting the completed documents. In addition, the Vendor POC e-mail will include instructions for what selective service registration and citizenship documentation is required from each applicant needing staff-like access. The e-mail will include the following forms, due within 10 business days of receipt (if IRS approval is required to confirm the qualifications of proposed contractor personnel, i.e. key personnel, documents must be submitted within 10 business days of receipt of this approval).

http://www.sss.gov/

1. Risk Assessment Checklist (RAC) (this form provides PS with all required personal information about each contractor employee requiring staff-like access);

2. Master Survey / Position Designation Tool – This questionnaire asks the vendor POC and COR to identify the duties the subjects will be performing for IRS in order to determine risk level for the position. A separate risk assessment must be completed for each position type on the contract (i.e., Systems Administrator, Programmer, Clerk Typist, etc.).

3. Optional Form 306 (OF-306), Declaration for Federal Employment (investigative form used by PS to aid in determining subject’s eligibility and suitability for staff-like access);

4. Non-Disclosure Agreement (all contractors who will have staff-like access to Sensitive But Unclassified (SBU) information are required to complete an agreement);

5. Form 13340, Information Provided Concerning the Disclosure and Authorization Pertaining to Consumer Reports pursuant to the Fair Credit Reporting Act (FCRA) (provides consent for PS to check subject’s financial history); and,

6. Notice 1379, Tax Check Notice (provides subject with notification of IRS’ intent to check federal tax compliance).

1.3.2 Fingerprinting and e-QIP

Following submission of the required investigative forms, the Vendor POC must ensure the following: All individuals listed on the RAC are fingerprinted within 5 business days after sponsorship in USAccess. If an individual is not able to make an appointment within this timeframe, the vendor will provide documentation to the IRS that an appointment was not available and provide the date of the scheduled appointment. Note to Vendor POC: Sometimes the USAccess email ends up in the contractor employees Spam or Junk Mail and may go unnoticed by the contractor employee. The Vendor POC should remind the contract employee to search their Spam or Junk Mail folders shortly after the RAC is submitted for the USAccess email.

Contractor/subcontractor employees who are invited by PS to complete additional investigative forms in the Electronic Questionnaires for Investigations Processing (e-QIP) system must complete and release the forms in the e-QIP system within 7 calendar days of receipt of invitation.

1.4 Submission Requirements

Submitting a contractor package with missing or incorrect information will delay the on-boarding process. PS will not start the background investigation process until all required documentation is submitted complete and accurate. The Government will reject forms that are incomplete, illegible, inaccurate, and contradict other forms in the package.

The Vendor POC will send all the required forms by their associated due dates via encrypted e-mail or file transfer to the IRS.

2.0 Contractor Employee Training Requirements

Security Awareness Training is a requirement for IRS contractors (including subcontractors) to be completed within 10 business days of receiving approval of interim staff-like access to any IRS contract and annually thereafter. Contractor must complete the required contractor security training; Security Awareness Training (SAT) Form 14616 and UNAX Form 11370.

3.0 Contractor Employee Separation Contract Requirements

Contract employee separation occurs when a contractor employee is deceased, leaves for another contract/task order, the current contract expires, quits his/her job with the vendor company, cycles off IRS contracts within the vendor company, is removed for the good of the government, or is on extended absence due to military duty, pregnancy, illness, etc. The vendor POC is responsible for notifying PS and the COR within one business day of a contractor separating. This notification may be made at any time prior to the actual separation, but no later than one business day of leaving. If the contractor works on multiple contracts/task orders, notification can be combined, and the COR for each affected contract/task order shall be included on the joint notification.

When separating from the contract, the contractor employee is responsible for securing and returning the following to the COR on or before his/her last day of work on the contract, to…