Performance Work Statement CERS FY 2023 Miami.docx

B.4 PERFORMANCE WORK STATEMENT

1.0. Introduction

1.1. The Government requires a Contract Emergency Residential Services (CERS) Homeless Shelter for Veteran beneficiaries who may be chronically mentally ill and/or substance abusing within the Miami-Dade and Broward counties in support of the Miami VA Healthcare System and all of its satellite clinics, Social Work Services.

2.0. Description / Scope / Objective

The Contractor must provide all labor, equipment, tools, material, supervision and other items and services necessary to perform the work as defined in this Performance Work Statement.

3.0. Applicable Documents

3.1. The following laws, regulations, policies, and procedures in effect on date of contract issuance and all subsequent contractors or updates apply:

3.2. Acronyms used in this PWS are listed below for easy reference:

4.0. Performance Requirements

4.1. Services shall be furnished to beneficiaries for whom such care is specifically authorized by the VA for the proper intended performance of shelter services in accordance with any and all Governing doctrine: Federal, State, Local, Industry- Standards, Policies, Procedures, Codes or otherwise. It shall be understood that the beneficiaries to be cared for under this contract will normally require care and services above the normal level of room and board. Case management will be provided by the contractor.

4.1.1. The contractor shall guarantee an appropriate combination of accessibility and convenience to HCHV offices within Miami VA Healthcare System (MVAHS) with its availability of other medical specialty services; suitable capacity of the facility to handle projected levels of utilization; and ancillary services such as access to transportation, food acquisition, laundry services, etc. Additionally, convenient access for patient and MVAHS staff alike at an estimate of thirty five (35) beds per night.

4.1.2. The CERS program shall be located in Broward and/or Dade counties. Services shall be provided by the contractor to veterans for whom such care is specifically authorized by the VA. Case Management will be provided by the contractor provider to include but not limited to: obtaining vital documents such as state id, birth certificates, income verification and DD-214, income benefits, food stamps, discharge planning, employment and locating appropriate housing. In addition, the contractor provider case manager will facilitate structured group activities such as veteran community meetings, social/coping skills training, Alcoholics Anonymous, Narcotics Anonymous, vocational counseling and physical activities as appropriate. In addition, the contractor provider shall provide support for an alcohol/drug abuse-free lifestyle and assistance to gain and to apply knowledge of the illness/recovery process. The goal of this program is to aide veterans in gaining stable housing appropriate to their individual needs.

4.1.3. The contractor shall have daily collaboration with the VA program staff in order to provide supportive psychosocial services and linkages to VAMC medical, psychiatric and substance abuse treatment to assist veterans develop responsible living patterns and to achieve a more adaptive level of psychosocial functioning. All discharge dates will be communicated within 24 hours and daily census shared with the VA. All adverse outcomes such relapses, crisis, police and fire rescue involvement and/or incidents that require immediate discharges need to be immediately recorded and reported to the VA.

4.1.4. Meetings between the contractor and the VA shall be held at the Governments convenience and at a minimum quarterly to discuss contract oversight and management. Such meetings review performance measure, programmatic and patient-care issues and contract compliance.

4.1.5. The Government at any time with coordination with the contractor can inspect the facility within One (1) hour of notice.

4.2. Admission to the program should be considered low-demand with an emphasis on accessibility, without regard to Veterans sobriety status. Veterans in the pre-contemplation stage of substance abuse recovery must have access to the contracted services.

4.3. Services expected to be provided by the Contractor include, but are not limited to:

4.3.1. Structured group activities as appropriate – examples include group therapy, social skills training, Alcoholics Anonymous, Narcotics Anonymous, vocational counseling and physical activities as appropriate.

4.3.2. Collaboration with the VA program staff, which will provide supportive psychosocial services and linkages to VAMC medical, psychiatric and substance abuse treatment.

4.3.3. Individual professional counseling, including counseling on self-care skills, adaptive coping skills and, as appropriate, vocational rehabilitation counseling, in collaboration with VA programs and community resources.

4.3.4. Assistance to develop responsible living patterns and to achieve a more adaptive level of psychosocial functioning, upgraded social skills, and improved personal relationships.

4.3.5. Support for an alcohol/drug abuse-free lifestyle.

4.3.6. Assistance to gain and to apply knowledge of the illness/recovery process.

4.3.7. In lieu of immediate discharge implement a behavioral contract with Veterans that are using illicit substances and/or discharge to a treatment program. The Contractor shall encourage the Veteran to engage in substance abuse treatment.

4.3.8. Case management by a worker experienced in social services and discharge planning. Case management services include but not limited to:

4.3.8.1. Building a trusting and productive relationship with Veterans and service providers

4.3.8.2. Applying for birth certificates

4.3.8.3. Applying for disability benefits

4.3.8.4. Applying for food stamps

4.3.8.5. Obtaining state ID & transportation services

4.3.8.6. Creating and monitoring the Veteran’s service.

4.3.8.7. Referrals to VA and community agencies (i.e. employment, AA/NA, and housing)

4.3.8.8. Discharge planning as appropriate (permanent housing, treatment programs, transitional housing)

4.3.8.9. Weekly case management visits with Veterans

4.3.8.10. Provide crisis intervention to include supportive and emotional support to Veterans

4.3.8.11. Co-lead Veteran community meeting

4.3.8.12. Communicate adverse Veteran incidents to VA CERS social worker

4.3.8.13. Transport Veterans when needs arise

4.4. The Contractor shall provide and/or require attendance at Alcoholics Anonymous/Narcotics Anonymous (AA/NA) group meetings in the community as appropriate for the beneficiary’s case management plan. The contractor shall consult with VA HCHV staff regarding the beneficiary’s compliance with treatment and behavior at the facility.

4.5. The Contractor shall furnish air-conditioned rooms and bathing/shower facilities for Homeless Veterans housed within their facility. The living area shall be kept clean, orderly and uncluttered. Rooms considered to be regular living space shall not be used for storage. The dining area shall be comfortable, attractive, clean, uncluttered, and conducive to pleasant living/dining. The contractor shall furnish three meals per day.

4.6. The Contractor shall be able to accommodate male and female Veterans in the facility, with consideration given to privacy and security.

4.7. The Contractor should be able to accommodate a length of stay of 45-90 days, depending on the individual needs of the Veteran, the Veteran’s participation level and the treatment plan time frames.

4.8. Contractor shall have and keep all furnishings for all living areas in good operating condition. Broken furnishings shall be removed or repaired within 48 hours. Equipment located within common areas shall be kept in good condition (i.e., A/C, TV's, clocks, radio, etc.). Facility kitchen equipment and appliances (oven, refrigerator, etc.) shall be kept in good operating condition. All broken equipment shall be repaired or removed within 48 hours and reissued. Compliance shall be monitored via Veteran Feedback and or Satisfaction Surveys at a minimum quarterly.

4.9. The Contractor shall provide clean bed linens for each Veteran on a weekly basis.

4.10. The Contractor shall provide a washer and dryer on premises for resident’s use or provide off premises laundry services, at no additional cost to the resident. Laundry cleaning supplies shall be provided at no additional cost to the resident.

4.11. The Contractor shall provide a facility manager/monitor on site 24 hours per day, 7 days per week and admissions will be accepted 24 hours per day and 7 days per week. The HCHV Program Coordinator will be available for questions during regular business hours.

4.12. The Veteran will be responsible for dispensing his/her own prescribed medications. It is further agreed that beneficiaries receiving care under this contract will receive basic health and personal hygiene maintenance and any other services or supplies normally provided without extra charge.

4.13. The contractor’s facility program monitor shall be an individual, hired by the contractor, and approved by the VA HCHV clinical staff, to provide on-site assistance and guidance for Veteran residents, regarding basic questions associated with operation and structure of the Homeless Veterans Shelter. The monitor and HCHV staff shall be responsible for maintaining frequent and close communication regarding the residents. The monitor shall assist the HCHV Program Coordinator by observing behaviors and interactions of the residents and reporting such observations to HCHV staff. The monitor shall also serve as a liaison between the VA clinical staff and the facility manager. The monitor must be familiar with the various aspects of homelessness, Veterans' issues, mental health and substance abuse, as evidenced by his/her experience and/or training.

4.14. Clients shall be admitted into the Veteran's component of the residential facility only on referral of VA staff.

4.15. Orientation -All clients shall have an intake/orientation to the facility upon admission into the program as follows:

4.15.1. Rules shall be reviewed with each Veteran, by the facility program monitor, and then signed by the Veteran.

4.15.2. Each Veteran shall be accountable for all his/her personal possessions brought into the program. The Veteran will keep and use his/her personal possessions consistent with the available space, governing fire safety regulations, with restrictions on noise and possession of contraband material, drugs and medications.

4.15.3. Upon admission and completion of the patient’s consent form, VA HCHV staff will fax or email to the contractor pertinent information about the client. (e.g. medication, discharge date, client information etc.).

4.15.4. Confirmation: VA HCHV staff will call to confirm that the contractor received the fax with the necessary information. The Contractor shall consult with VA HCHV staff regarding the Veteran’s compliance with the CONTRACTOR provider service plan to include VA services and care, and behavior at the facility.

4.16. The facility program monitor shall collaborate with the HCHV staff, who will conduct treatment and discharge planning reflecting a team assessment of health, social and vocational needs and the involvement of residents' families and appropriate community resources in resolving problems and setting goals.

4.17. All clients who are residents of the shelter shall be subject to the following discharge criteria:

4.17.1. Failure to work toward/complete treatment plans and goals.

4.17.2. Violation of major facility rules and guidelines that necessitate dismissal. The client can be administratively discharged from the facility immediately or the following morning if it is determined that he/she has violated the rules that were agreed to and signed upon admission to the facility. (the Agreement for Placement at the Facility)

4.17.3. Completion of the 90 days of participation in the program.

4.17.4. Clients will be apprised of their current status in relation to a discharge date from the contract facility (at least every 30 days).

4.17.5. Veterans exhibiting problems with mental health, medical, cognitive, and/or substance abuse issues shall be discussed with the VA in lieu of immediate discharge. Veterans will be apprised of their current status in relation to a discharge date from the contract facility.

4.18. Recreation: Shelter shall provide residents with a common area stocked with recreational items such as board games and/or reading materials that will promote socialization.

4.19. Absences of the Veteran from the shelter in excess of 24 hours will not be reimbursable except with the prior approval of the Contracting Officer’s Representative (COR) or designee. Absences shall be communicated to the HCHV program coordinator via telephone, fax and/or e-mail within 24 hours of absence. Reasons for absences over 24 hours may include: medical treatment, a personal or family emergency or special job/vocational needs.

4.20. Drug Screening Procedures: Determination of testing: Clients of the CERS Facility: Any client may be asked to submit to a urine drug screen and/or breathalyzer (for each ETOH intoxication) at any time by VA clinical staff or by the Contractor’s staff. Screenings will be administered as a result of the following:

4.20.1. Suspicion of drug-induced behaviors,

4.20.2. Reports by shelter staff and/or clients of possible substance abuse,

4.20.3. Missing prescriptions, moneys, or articles of others that have a marketable value,

4.21. Shelter shall not hire any person(s) who have been a resident or walk-in client of the HCHV program without prior approval of HCHV staff. In addition, no Veteran currently residing at the facility shall be hired, whether paid or voluntary, without prior consent of the HCHV staff.

4.22. Shelter shall make available upon request to the HCHV staff all the records of staff assigned to work with the Veterans including resumes, applications for employment and employee evaluation(s).

4.23. There shall be a minimum of one (1) shelter employee on duty at all times. At no time shall the shelter be left unattended.

4.24. In the event a beneficiary receiving care under this contract dies, the facility shall promptly notify the Department of Veterans Affairs office authorizing admission (Bed Control: 305-575-7000 x 3152; after hours/holidays: AOD: 305-575-7000 x 3636). The facility manager shall immediately assemble, inventory, and safeguard the patient's personal effects. The funds, deposits, and effects left by VA patients within the premises of the facility shall be delivered by the facility manager to the person or persons entitled thereto under the laws currently governing the facility for making disposition of funds and effects left by patients, unless the beneficiary died without leaving a will, heirs or next of kin capable of inheriting. When disposition has been made, the itemized inventory with a notation as to the disposition of the funds and effects will be immediately forwarded to the VA Decedent Affairs, Miami VA Healthcare System, 1201 NW 16th Street, room A225, Miami, FL 33125. Should a deceased Veteran die without leaving a will, heirs or next of kin, his/her personal property and funds wherever located vests in and becomes the property of the United States in trust. In these cases, the facility shall forward an inventory of any such property and funds in its possession to the appropriate VA office and will hold them (except articles of clothing necessary for proper burial) under Safeguard until instructions are received from the Department of Veterans Affairs concerning disposition.

4.25. In the event of a medical emergency, the facility monitor shall call 911. It is agreed that the CERS Facility shall also notify the VA when a medical emergency requiring hospitalization occurs. The Miami VAHCS Bed Control Clerk shall be notified at 305-575-7000. ext. 3152 between the hours of 8:00 A.M. to 4:00 P.M. (weekdays) or the Miami VAHCS Administrative Officer of the Day (AOD) at 305-575-7000. ext. 3636.

4.25.1. Following receipt of the phone call, the contact Hospital Clerk or AOD, as appropriate, will ask the responsible physician on duty to speak with the patient and/or HCHV Program Coordinator (305-575-7000 ext. 2513). Referral to a private hospital, however, does not constitute authority for VA payment. The following three (3) conditions on which a Veteran's eligibility for Department of Veterans Affairs payment in the non-VA hospital care is predicated (the absence of any one (1) precludes payment):

4.25.1.1. Treatment was rendered, in an emergency.

4.25.1.2. Treatment was for a service-connected disability.

4.25.1.3. Government facilities were not reasonably available.

4.26. The contractor agrees and warrants that it does not maintain nor provide dual or segregated patient facilities which are segregated on the basis of race, creed, color, or national origin. The Contractor shall neither require such segregated use by written or oral policies, nor tolerate such use by local custom. The term facilities shall include but not be limited to rooms, sections, eating areas, entrances, etc. It is further agreed that the Department of Veterans Affairs will have the right to inspection of the facility and all appurtenances by an authorized representative(s) designated by the VA, to determine whether acceptable standards are maintained and that adequate care is being rendered.

4.27. The contractor agrees to accept referral of and to provide all services specified in this contract for any persons determined eligible by the HCHV coordinator or his/her designee, regardless of the race, color, religion, sex or national origin of the person for whom such services are ordered. In addition, the contractor warrants that subcontracting shall not be used as a means of circumventing this requirement.

4.28. The contractor shall agree that the VA may readily have access to all records concerning the Veteran's care at the facility.

4.29. The contractor shall agree that the beneficiary may be provided facility care at the expense of the VA for a period not in excess of that stated in the length of treatment contracted, unless an extension of the authorization is provided in writing by the appropriate Department of Veterans Affairs staff member.

4.30. Patient’s Rights Policy: All business and clinical efforts shall be conducted on an ethical, honest, decent and proper manner consistent with the Miami VAHCS’ mission, vision, values, VHA regulations and Joint Commission (JC) Standards for ethical practice. This shall include, but shall not be limited to, all applicable areas of patient’s rights, billing procedures, admissions, transfers and discharge procedures. The Miami VAHCS and the CERS Facility contractor shall recognize the patient’s need for confidentiality, personal privacy, safety and security. As appropriate, the contractor shall abide by Medical Center Policy Memorandum (MCPM) 00-19-07 (Medical Center Code of Ethical Behavior) and MCPM 122-11-08 (Patient’s Rights)

4.31. Billing Policy: The VA has final approval of payments rendered to the contractor and requires a daily census for billing and census accuracy. All bills from contractor should be received within 7 working days, in order to ensure timely payment. The contractor can bill for the day of the arrival, but not the day of discharge. The Veteran is expected to be discharged in a timely manner in the morning hours of the designated discharge date.

4.32. Contractor is expected to participate in local VA and community homeless events such as Project Challenge, Stand down, homeless summits and COC meetings.

4.33. Inspections

4.33.1 COR arranges and leads site inspections at the contract facility with a VA team consisting of: social work, VA police, nutrition, pharmacy, nursing, fire/life safety, and any other person or team deemed necessary. Areas to be inspected include but are not limited to:

4.33.1.1. ADA compliance

4.33.1.2. Facility cleanliness

4.33.1.3. Food preparation and storage areas

4.33.1.4. Medication storage

4.33.1.5. Safety drills

4.33.1.6. Safety monitoring system

4.33.1.7. Veteran sleeping conditions

4.33.1.8. Case management services

4.33.1.9. Client records

4.33.1.10. Contractor performance outcomes

4.33.2 COR can implement corrective action plans with the contractor depending on the results of the inspection. Operations of the program can be impacted depending on the severity of the infraction(s) and compliance of the contractor to make recommended corrections.

4.34. The Contractor shall assign to this contract the following key personnel:

4.34.1. Case Manager for Veterans residing in facility

4.34.2. Available back-up personnel, in case of absence of the case manager.

4.34.3. During the first ninety (90) days of performance, the Contractor shall make NO substitutions of key personnel unless the substitution is necessitated by illness, death or termination of employment. The contractor shall notify the COR, in writing, within 15 calendar days after the occurrence of any of these events. After the initial 90-day period of the contract, the Contractor shall submit changes to the above key personnel staff to the HCHV Program Manager or COR at least 15 days prior to making any permanent substitutions.

4.34.4. VA strongly recommends that the caseload of the contractor case manager should range between 25-40 clients. The caseload should not exceed this recommendation due to the high needs of the veteran population.

4.34.5. The contractor shall not hire any person(s) who have been a client of the HCHV program without prior approval of HCHV staff. In addition, no veteran currently residing at the facility shall be hired by the contractor whether paid or voluntary, without prior consent of the HCHV staff.

4.34.6. The contractor shall make available upon request to the COR and/or VA authorities all the records of staff assigned to work with the veterans including resumes, applications for employment and employee evaluation(s).

4.34.7. The cost of any background investigations required is borne by the Contractor. All contractor employees who require access to the Department of Veterans Affairs' computer systems shall be the subject of a background investigation and must receive a favorable adjudication. This requirement is applicable to all subcontractor personnel requiring the same access. If the investigation is not completed prior to the start date of the contract, the Contractor will be responsible for the actions of those individuals they provide to perform work for VA.

4.34.8. The Contractor shall bear the expense of obtaining background investigations. If the Office of Personnel Management (OPM) conducts the investigation, the Contractor shall reimburse VA within 30 days.

4.35. All business, administrative and social service efforts shall be conducted on an ethical, honest, decent and proper manner consistent with the Miami VAHCS’ mission, vision, values, VHA regulations and Joint Commission (JC) Standards for ethical practice. This shall include, but shall not be limited to, all applicable areas of patient’s rights, billing procedures, admissions, transfers and discharge procedures. The Miami VAHCS and the Contractor shall recognize the patient’s need for confidentiality, personal privacy, safety and security. As appropriate, the Contractor shall abide by Medical Center Policy Memorandum (MCPM) 00-19-07 (Medical Center Code of Ethical Behavior) and MCPM 122-11-08 (Patient’s Rights).

4.36. COMMUNITY CONTRACTOR

4.36.1 A facility licensed by the state to operate as a Community Treatment Facility.

4.37. LICENSING

4.37.1. The facility shall be licensed or approved by the state in which it is located and must comply with local governmental regulations. A copy of this license shall be provided by the Contractor with their proposal and annually thereafter or whenever license is renewed.

4.38. LEVEL OF CARE

4.38.1. One level of care for VA veterans shall be provided. That shall include:

4.38.2. Americans with Disabilities Act (ADA). Upon admission of a disabled client, a room in compliance with Americans with Disabilities Act shall be furnished.

4.39. Supportive personal care;

4.39.1 Full attention shall be given to motivating and educating patients to achieve and maintain independence in the areas life skills and activities of daily living;

4.40. CLIENT RECORDS

4.40.1All records shall be kept in a locked cabinet in a locked office. Records should include the following:

4.40.2. Admission identification record

4.40.3. Admission evaluation

4.40.4. Rules

4.40.5. Releases of Information

4.40.6. Life/Care Plan

4.40.7. Follow-up notes

4.40.8. Summary discharge note by Contract Facility Staff

4.41. MEDICATIONS

4.41.1. The Veteran will be able to self-medicate. No medication administration services will be required by the Contractor. Medications shall be properly stored in a locked area and shall be ordered by a physician. Contractor shall notify HCHV, in advance, of PPD requirement(s) and follow-up for each veteran.

4.42. STANDARD PERFORMANCE EXPECTATIONS:

4.42.1. Contractor shall comply with FIRE, SAFETY AND SANITATION CODES and PRACTICES. Acceptable safety and sanitation practices shall be observed throughout the facility. The building shall conform to the standard of the Life Safety Code (National Fire Protection Association # 101) in effect on the date of award of the contract.

4.43. Contractor shall comply with established VA guidelines pertaining to Patient Right to Privacy, particularly pertaining to patient mail delivery without hindrance.

4.44. Contractor shall ensure that all VA contracted beds are available for use or being used by VA HCHV program and Emergency Room night and weekend staff at any given time.

4.45. Contractor provider shall discuss with COR and/or HCHV designee(s) program needs and plans toward service improvement and program efficiency. If required, contractor shall participate in meetings set-up by HCHV to discuss programs progress and needs, and establish an action plan for improvement.

5.0. Performance Location and Hours

5.1. Contractor facility shall be located within a reasonable distance of the MVAHS’ Bruce W. Carter VAMC. The Bruce W. Carter VAMC is located at 1201 NW 16th Street Miami FL 33125.

5.2. Primary place of performance is at the contractor facility.

6.0. Deliverables

6.1. The Contractor shall provide services to the veteran for up to 90 days, unless an extension of the authorization is provided in writing by the contractor and approved by assigned HCHV staff member.

6.2. The contractor shall provide a daily summary of veterans that have been admitted to determine census, bed availability, and billing accuracy.

6.3. The Contractor shall provide a weekly summary of patients that have been housed to determine census each Monday following the closing week (for this purpose, a week will run from Monday through Sunday).

6.4. Contractor shall provide a Veteran daily census and updates of Veteran admissions to and discharges from the program via fax and/or by phone. Contractor shall notify HCHV of admissions and discharges as they occur.

6.5. The contractor provider staff shall keep the HCHV program appraised of any issues impacting the Veterans by observing behaviors and interactions of the residents.

6.6. Contractor shall enter appropriate client data into the Homeless Information Management System (HMIS) and provide necessary data as requested.

7.0. Contractor Personnel and Management

7.1. Requests for approval of substitutions shall be in writing and shall provide a detailed explanation of the circumstances necessitating the proposed substitutions. The request shall contain a complete resume for the proposed substitute, and any other information requested or required by the Contracting Officer to approve or disapprove the request. Proposed substitutes shall have qualifications that are equal to or higher than the personnel being augmented. The Contracting Officer or his/her authorized representative shall evaluate such requests and promptly notify the Contractor in writing whether the proposed substitution is acceptable.

7.2. If the Contracting Officer determines that, (1) suitable and timely replacement of personnel who have been reassigned, terminated or have otherwise become unavailable for the contract work is not reasonably forthcoming, or (2) the resultant substitution would be so substantial as to impair the successful completion of the contract or the delivery order in accordance with the proposal accepted by the Government at time of contract award, the Contracting Officer may, (1) terminate the contract for default or for the convenience of the Government, as appropriate, or (2) at his discretion, if he finds the Contractor at fault for the condition, equitably adjust the contract price downward to compensate the Government for any resultant delay, loss or damage.

7.3. The Contractor shall replace any absent individual for any period greater than one workday so as to leave a full complement of trained qualified personnel at all times with no disruption of services.

8.0. Standards of conduct

8.1. Contractor Personnel. The Contractor shall be responsible for employing technically qualified personnel to perform the work specified in this PWS. The Contractor shall maintain the personnel, organization and administrative control necessary to ensure that the work delivered meets the contract specifications and requirements.

8.2. Contractor Badges. Notwithstanding the requirement to wear a Government furnished badge, Contractor personnel shall also wear a laminated contractor identification badge at all times when performing services under this Contract.

8.3. All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public or Congress that they are Government officials. They must also ensure that all documents or reports produced by Contractor personnel are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

8.4. Safety/Security Requirements. The Contractor shall comply with all applicable federal, state and local laws and ensure performance is secure while protecting material, equipment, and supplies from damage and loss. Government security personnel shall have the express right to inspect for security violations at any time during the term of the contract.

8.5. All information generated in performance of this contract becomes property of the Government and must be surrendered upon request and/or completion of the contract. The Contractor must protect against the destruction and/or misplacement of all information produced under this contract, unless directed under local policy to destroy. This includes both hard and soft copies of data.

8.6. The Contractor shall not release any information (including photographs, files, public announcements, statements, denials, or confirmations) on any part of the subject matter of this contract or any phase of any program hereunder without the prior written approval of the COR.

8.7. Standards of conduct

8.7.1. Conduct of Personnel. Contractor personnel shall conduct themselves in a professional manner (i.e. timeliness, communication; spoken and written etc.). The Contracting Officer may require the Contractor to remove from the job site any employee working under this contract for reasons of suspected misconduct, a suspected security breach, or suspected to be under the influence of alcohol, drugs, or any other incapacitating agent. Contractor employees shall be subject to dismissal from the premises upon determination by the Contracting Officer that such action is necessary in the interests of the Government. The hospital director or designated representative has the authority to bar individuals from the Government facility. The removal from the job site or dismissal from the premises shall not relieve the Contractor of the requirement to provide sufficient personnel to perform the services as required by this performance work statement. The Government shall not reimburse the Contractor for travel and other expenses associated with the removal of personnel.

8.7.2. Contractor personnel are not authorized to carry or possess personal weapons to include, but not limited to, firearms and knives with a blade length in excess of three inches, while assigned under this contract.

8.7.3. Working Attire and Appearance. Contractor personnel shall present a professional appearance commensurate with standards delineated for Government civilian personnel acting in similar capacities.

8.7.4 The Government reserves the right to review Contractor personnel qualifications. Upon request, resumes shall be provided to the Contracting Officer prior to clearance approval, for review and acceptance by the COR. The intent is verification purpose and not for the Government to become the hiring authority.

9. TRAVEL- Not Authorized

10. NON-PERSONAL SERVICE STATEMENT

10.1. Contractor employees performing services under this order will be controlled, directed, and supervised at all times by management personnel of the contractor. Contractor management will ensure that employees properly comply with the performance work standards outlined in the PWS. Contractor employees will perform their duties independent of, and without the supervision of, any Government official. The tasks, duties, and responsibilities set forth in the contract may not be interpreted or implemented in any manner that results in any contractor employee creating or modifying Federal policy, obligating the appropriated funds of the United States Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee, or otherwise violating the prohibitions set forth in Parts 7.5 and 37.1 of the Federal Acquisition Regulation (FAR). The Government will control access to the facility and will perform the inspection and acceptance of the completed work.

11. PERSONNEL QUALIFICATIONS

11.1. The Contractor shall be responsible for employing technically qualified personnel to perform the work specified at the contractor. The work history of each contractor employee must contain experience directly related to the task and functions he/she is intended to perform under this contract. The Government reserves the right, during the life of the resulting contract, to request work histories on any contractor employee for the purposes of verifying compliance with the above requirements; additionally, the Government reserves the right to review resumes of contractor personnel proposed to be assigned. Personnel assigned to, or utilized by, the Contractor in performance of work shall be fully capable of performing the requirements contained in the contractor in an efficient, reliable, and professional manner.

11.1.1 Case Manager shall have at minimum an Associate degree in Social Work or area of Social Services.

11.1.2. VA recommends that the caseload of the contractor case manager should range between 25-40 clients. The caseload should not exceed this recommendation due to the high needs of the veteran population.

11.2. Be authorized to work in the United States

11.3. During the first ninety (90) days of performance, the contractor shall make NO substitutions of key personnel unless the substitution is necessitated by illness, death, or termination of employment. The contractor shall notify the COR, in writing, within 15 calendar days after the occurrence of any of these events and provide the information required by paragraph (c) below. After the initial 90-day period of the contract, the contractor shall submit the information required by paragraph (c) to the COR at least 15 days prior to making any permanent substitutions.

11.4. The contractor shall provide a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the Contracting Officer. Proposed substitutes shall have comparable qualifications to those of the persons being replaced. The Contracting Officer will notify the contractor within 15 calendar days after receipt of all required information of the decision on the proposed substitutes. The contract will be modified to reflect any approved contractors of key personnel. For temporary substitutions where the key person will not be reporting to work for three (3) consecutive work days or more, the contractor will provide a qualified replacement for the key person. This substitute shall have comparable qualifications to the key person. Any period exceeding two weeks will require the procedure as stated above.

12. PERFORMANCE STANDARDS AND QUALITY MEASUREMENT

12.1. HCHV staff will request from contractor performance outcomes obtained through Government information systems and records, direct observation, periodic inspections by federal, state, and/or local authorities, customer/patient user surveys and complaint records, analysis of contractor’s progress reports, scheduled progress or status meetings. Contractor shall comply with such request as needed.

12.1.1. Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome.

12.1.2. No more than three negative instances recorded pertaining to any or each of the three tasks per Fiscal Year will result in a positive outcome.

12.1.3. No more than five negative instances recorded pertaining to any or each of the three tasks per Fiscal Year will result in a neutral outcome.

12.2. Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets, or does not meet these standards. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the Acceptable Quality Level (AQL). The Quality Assurance Surveillance Plan (QASP) method of surveillance will be by random inspection.

12.2.1. The QASP and its performance objectives are as follows:

Standard

4.0.

1. Negative Exits

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