Performance Work Statement (COVID Door Screeners).pdf

PERFORMANCE WORK STATEMENT

OVERVIEW: The Contractor shall be required to furnish all necessary personnel, supervision, PPE for door screeners, and supplies to provide door screening in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein. The Contractor shall provide Door Screening Services at all VA North Texas Health

Care System (VANTHCS) locations which will include greeting Veterans, employees, visitors, contractors and volunteers in a polite, prompt and helpful manner. While carrying out the screening process that has been determined by VANTHCS -Emergency Operation Committee

(EOC). Door screening shall be required to carry out requirements of evolving/changing guidance from EOC on screening requirements for VHA facilities during COVID-19.

GENERAL INFORMATION:

The Contractor shall provide Door Screening in response to COVID-19 for the Department of

Veterans Affairs - VA North Texas Health Care System at the following locations and addresses:

Dallas VA Medical Center

4500 South Lancaster Road

Dallas, Texas 75216

Fort Worth VA Outpatient Clinic (FWOPC)

2201 SE Loop 820

Fort Worth, TX 76119

Sam Rayburn Memorial Veterans Center (SRMVC)

1201 E. 9th St.

Bonham, TX 75418

Plano VA Clinic

3804 W. 15th Street

Plano, TX 75075

Tyler VA Clinic

7916 S. Broadway Avenue

Tyler, TX 75703

Polk VA Clinic

4243 S Polk St.

Dallas, TX 75224

Grand Prairie VA Clinic

2737 Sherman Street

Grand Prairie, TX 75051

Garland VA Medical Center

2300 Marie Curie Drive

Garland, TX 75042

The purpose of this contract is to provide door screening services in response to COVD-19 at all

VA North Texas Health Care System (VANTHCS) locations which will include greeting

Veterans, employees, visitors, contractors and volunteers in a polite, prompt and helpful manner. While carrying out the screening process that has been determined by VANTHCS -

Emergency Operation Committee (EOC). The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving the safety and well fare of our Veterans, staff, volunteers and guests. The U.S. Department of Veteran Affairs currently has established protocols related to COVID-19 and restricted access points at facilities and requirements for entering facilities on VA North Texas Health Care Campuses.

ANTICIPATED PERIOD OF PERFORMANCE: August 1, 2020 – July 30, 2021

ESTIMATED QUANTITY OF REQUIRED EMPLOYEES PER LOCATION:

Dallas 35 Employees

Bonham 30 Employees

Fort Worth 3 Employees

Polk 1 Employees

Grand Prairie 2 Employees

Plano 2 Employees

Tyler 2 Employees

Garland 2 Employees

DOOR SCREENING SERVICES AND HOURS OF PERFORMANCE: Proposed hours of operation are below Monday through Sunday at identified locations and Monday- Friday at certain clinic locations. Including holiday coverage at locations that will be operational. The Contractor shall adjust the level of door screening personnel needs as necessary to ensure an efficient operation. If deemed necessary by the Government, the hours of operation and entry doors may be periodically adjusted based upon volume, demand and new entry doors may open as needed at each location.

Days of Operations: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday

• Dallas VA Medical Center–

• Emergency Room Entry (Maintained coverage 24 hours)

• SRMVC –

• Building 1 entry -24 Hour coverage

• Domiciliary entry -24 Hour coverage

Days of Operations: Monday, Tuesday, Wednesday, Thursday, Friday

• FWOPC – 7:00AM – 4:30PM (2 entry doors)

• Plano Clinic – 7:00AM – 4:30PM (1 entry door)

• Tyler Clinic – 7:00AM – 4:30PM (1 entry door)

• Grand Prairie Clinic – 7:00AM – 4:30pm (1 entry door)

• Polk Clinic- 7:00AM – 4:30pm (1 entry door)

• Garland VA Medical Center– 6:00AM – 6:00PM (1 entry door) (could increase to 24-hour coverage)

• SRMVC - Building 2 - 6:00AM – 6:00PM (1 entry door)

• Dallas VA Medical Center:

• SCI Entry - 6:00AM – 6:00PM

• Building 1 Entry - 6:00AM – 6:00PM

• Clinical Addition Main Doors Entry - 6:00AM – 6:00PM

FEDERAL HOLIDAYS: When a holiday falls on a Sunday, the following Monday shall be observed as a legal holiday by U.S. Government agencies. When a holiday falls on a Saturday, the preceding Friday shall be observed as a legal holiday by U.S. Government agencies. Also included would be any other day specifically declared by the President of the United States as a

National Holiday. Observance of such days by Government personnel shall not be cause for additional period of performance or entitlement to compensation except as set forth in the contract. If the contractor's personnel work on a holiday, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost. The contractor agrees to continue to provide sufficient personnel to perform round-the-clock requirements of critical tasks already in operation or scheduled and shall be guided by the instructions issued by the contracting officer or his/her duly authorized representative.

The following is a list of U.S. Government holidays. If the holiday falls on a Saturday, the proceeding Friday is observed as the holiday; if the holiday falls on a Sunday, the following

Monday is observed as the holiday and any other day specifically declared by the President of the United States to be a national holiday.

HOLIDAY DATE

New Year’s Day Jan 1

Martin Luther King’s Birthday 3rd Monday in Jan

President’s Day 3rd Monday in Feb

Memorial Day Last Monday in May

Independence Day July 4

Labor Day 1st Monday in Sep

Columbus Day 2nd Monday in Oct

Veterans Day Nov 11

Thanksgiving Day 4th Thursday in Nov

Christmas Day Dec 25

SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in the door screening numbers with patients, staff, volunteers, contractors, or visitors to the Medical Center. Contractor shall be required to adjust the level of needs to accommodate.

PERFORMANCE AND NOTIFICATION:

• Electronic Transmissions: The Contractor shall propose an electronic media, (e.g.

facsimile, e-mail), available at all times during the period of performance to communicate requirements such as patient incidents, accidents, requests for services, special correspondence, etc. with the VA. Use of this communication system will be mutually agreed upon after award but prior to contract performance.

• Contractor Personnel Roster: Within seven (7) days after contract award the contractor shall provide the following employee information:

1. Name

2. Position

3. Title, and

4. Work assignment area

Thereafter, any personnel changes shall be submitted prior to any changes occur and only after approval of the Contracting Officer.

CONTRACTOR RESPONSIBILITIES:

The Contractor shall provide consistent, responsive, secure, and efficient door screening operation.

The Contractor shall be required to furnish all necessary and appropriate labor, supervision, materials, PPE, and supplies to provide door screening services in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein. The Contractor shall provide door screening services at designated entry points that have been approved by the Department of Veterans Affairs.

The Contractor shall provide consistent, responsive, secure, and efficient door screening operation. The Contractor shall be responsible for providing door screening services outlined by the Department of Veterans Affairs.

Contractor shall be responsible for screening patients, staff, guests, vendors, contractors and volunteers from inappropriately entering and gaining physical access to VA North Texas Health

Care System. Contractor shall be responsible for appropriately handling entry into the facility and denying access to individuals that do not meet the requirements outlined by VANTHCS – EOC.

Contractor will be responsible for assisting individuals with directions or basic facility questions.

Contractor shall designate a full-time supervisor to be on site during set-up, tear-down operations, and performance of the work. The Contractor shall provide adequate on-site supervision at all times in order to handle customer concerns and incidents. Duties of the supervisor shall also include but not be limited to customer relations, training, and improving all screening services and coordinating all work and additional services with the Contracting Officer’s Representative (COR).

Contractor shall develop and provide a communication plan for VANTHCS staff and Veterans to understand the door screening service process and how to contact them for concerns or questions related to screening. The plan should consist of the process, entry doors manned at each location, supervisor name/phone number, phone number to reach the entry door staff for questions, what the screening process consist of and the entry location at each facility, the location of where the staff is stationed at the facilities, the expectation of wait times for entry into the facility, and hours of operations and days at each location.

TRAINING/LICENSES/QUALIFICATIONS:

The Contractor shall provide fully trained, experienced, professional door screening staff, legal residents or U.S. citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of door screening, and a commitment to the highest level of respect, courtesy, compassion, and safety.

The Contractor shall furnish at its cost, evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of resumes, and copies of security background checks.

The Contractor shall be responsible for providing a facility orientation to all door screening staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the afore mentioned training. If deemed necessary by the Government, additional training shall be offered at the VA North Texas Health Care System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

CLAIMS/DAMAGE: Any claims of damage or missing/stolen property involving patients/customers shall be the responsibility of the Contractor. The VA assumes no responsibility for such claims. All claims shall be directed to and handled by the Contractor supervisor who shall immediately notify the COR. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days, unless extenuating circumstances warrant additional time and is authorized by the Contracting Officer.

All incidents or theft claims should be immediately reported to the VA Police for investigation.

CONTRACTOR PERSONNEL QUALIFICATIONS:

• Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. Contractor shall furnish an identifying badge with name, function, and name of Contractor and a photograph of the employee.

• Contractor shall complete and provide proof of all background checks on staff that meet the requirements of the VA.

• Contractor will be required to provide customer service training initially and annually to door screeners, as well as attend VA customer service training when appropriate.

• Contractor personnel will wear an appropriate and professional uniform. Appropriate and professional is defined as practical, clean and neat at all times. Undergarment should not be visible or show outside of outer clothing.

• It is the contractor’s responsibility to foster confidence and trust in patients, visitors, volunteers, contractors, and employees through professional behavior and appearance. All customer service complaints should be handled within 24 hours with a resolution. The contractor must let the COR know what action was taken to address the concern and if it was validated. If the contractor’s behavior becomes an issue in performing customer service or their duties it will be handled by the contractor immediately for quick resolution to ensure patient satisfaction and job performance is not compromised.

• Contractor personnel performing contract services shall meet at all times the qualifications specified in this contract, as well as any qualifications required by

Federal, State, County and local government entities from the place in which they operate.

• Within seven (7) days after receipt of award notification, the contractor shall provide evidence of required training, certifications, licenses and any other qualifications required for this contract. The initial documentation shall be provided to the Contracting

Officer (CO) prior to the commencement of performing any services under this contract.

• During the period of performance, if the Contractor proposes to add-on or replace personnel to perform contract services, the Contractor shall submit the required evidence of training, certifications, licensing and any other qualifications to the

Contracting Officer. At no time shall the Contractor utilize add-on or replacement personnel to perform contract services who do not meet the personnel qualifications of this contract and who have not been approved by the CO.

• Contractor shall be required to meet the following:

• Required to wear professional uniforms that consist of a collared polo shirt with logo on shirt, long black pants (No jeans). Uniforms will require prior approval by COR and Contracting Officer to ensure it meets expectations.

• The uniforms are required to look professional, neat and clean in appearance and should all match to clearly identify staff.

• Contractor will ensure that staff have closed-toe shoes that are clean and neat in appearance. Shoes should be closed toe to allow employee to respond to any type emergency.

• All outerwear that the contractors wear for inclement weather will need to match and will be considered a part of the uniform expectations, so staff look professional, easily identified and visible to customers. Will require prior approval by COR and Contracting Officer to ensure it meets expectations.

• Contractor shall submit uniforms/shoes for approval to COR and Contracting

Officer to ensure it meets expectations.

• Staff will serve for some Veterans and guests as an initial point of contact and should be dressed professional and be easily identified at entry points by

Veterans, staff and guests.

• Contractor shall be required to ensure staff do not smoke, and clothes are smoke free. VANTHCS is a smoke free campus.

• Hair should always be neat and clean and look professional.

• Required to wear their photo ID badges at all times.

• Contractor shall be required to greet individuals upon arrival in a polite, prompt, and helpful manner.

• Contractor shall be required to be familiar with the VA entry points and to answer questions pertaining to entry requirements, operation hours and days and locations.

• Contractor shall be required to be familiar with the VA facilities to answer general questions pertaining to drop off and pick up locations at entry points.

• Contractor shall be required to have general information and knowledge of locations for outpatient clinics, outpatient procedure areas as well as the different entry point for customers utilizing the VA such as buildings and locations on property.

DOOR SCREENERS: The Contractor shall be required at each site to:

• Contractor shall be responsible for using appropriate screening and selection criteria when employing screeners.

• Administer and interpret the temperature of individuals utilizing infrared thermometer and monitors thermal camera supplied by VA.

• Contractor shall maintain adequate infrared thermometers for all locations that are supplied by the VA, contractor will inform COR of need to replace or order more thermometers in an adequate amount of time to ensure inventory stays adequate to meet needs of entry doors.

• VA will provide 7 different colored wrist bands for each day of the week to contractor to issue out. Changing the color at midnight each day at the 24/7 locations or next business day at clinics. Contractor will inform COR of need to replace or order more wrist bands in an adequate amount of time to ensure inventory stays adequate to meet needs of entry doors at all locations.

• VA will provide face masks to be issued by the contractor at the door entry screening area for all staff, volunteers, contractors, Veterans and visitors daily. Door screeners will issue 1 mask per person. Contractor will inform COR of need of additional masks in an adequate amount of time to ensure inventory stays adequate to meet needs of entry doors at all locations.

• Report individual concerns outside established protocols while remaining cognizant of confidentiality requirements.

• Wear Personal Protective Equipment (PPE) as required within the established protocol required by VA.

• Contractor will supply Personal Protective Equipment (PPE) for door screeners (i.e. Face shields, gloves, face masks, etc.)

• VA will provide tables/chairs or podium for social distancing requirements at entry points of each location. Contractor will inform COR of need to replace or order more tables/chairs or podium in an adequate amount of time to ensure VA stays compliant with VHA requirements for social distancing if any chairs or tables get damaged or new entry locations are established.

• Contractor shall keep work area sanitized and clean at all times and will inform COR if cleaning supplies are required by EMS.

• Contractor shall provide exceptional customer service.

• Contractor must provide training on bloodborne pathogens, and the use of personal protective equipment.

• Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle any accidents or incidents involving staff on VA property.

• Contractor shall ensure that employees do not report to worksite if they are exhibiting signs of being ill.

• The contractor on site supervisor shall be the point of contact for VA Police and Safety to follow up regarding any legal or criminal investigations related to any accident involving the contractor.

• Provide communication devices for staff to communicate among one another to deliver service, report emergences, etc.

• Provide experienced, fully trained, and professional staff for door screening.

• Constantly assessing door entry situation taking into consideration needs to adjust the level of personnel required to perform under the contract.

• Provide screening recommendations as deemed appropriate and necessary to provide quality services.

• Contractor will be responsible for securing daily VA supplied items such as screening podium stands or tables/chairs, signage, color wristbands (7 different colors for each day of the week) and other supplies, materials, and/or miscellaneous items necessary to operate and manage door screening services.

• VA will supply all signage and social distancing information/signage. If contractor is wanting to post any signage it shall meet a minimum requirement of VA’s policy and hand-written signs shall not be allowed or posted. Will require approval from COR and Contracting

Officer to ensure it meets expectations.

• Contractor shall provide a system to track and report the number of people who have entered at each entry point at each location. Will require approval from COR and Contracting Officer to ensure it meets expectations.

• Provide tracking system for door screening service to capture workload, peak times and stats of the number of people entering each entry door by location daily, for weekly and monthly reports.

• Contractor shall provide a system to track and report # of COVID screened and those (+) and sent to COVID Clinic/ER.

• Contactor shall work with outpatient escort service for transporting individuals that are being screened for COVID.

• All door screeners will be required to be trained on how to respond to an emergency at any time.

• Contractors must receive training on bloodborne pathogens, and the use of personal protective equipment (PPE).

• Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle patient accidents involving staff on VA property. Required to submit SOP to COR to ensure it meets requirements.

• The contractor is required to immediately report any incident/accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify

COR of the incident that has occurred and the proper resolution.

• VA will supply items to contractor to clean and wipe down screening stands, tables, chairs, and equipment to ensure cleanliness of door screening services. Contractor shall develop an SOP for staff to follow to ensure the area and equipment is clean at all times and looks professional.

Prior to the commencement of services under this contract, the Contractor is responsible for providing the CO with verification that screeners shall have the following before they provide any services related to this contract:

• Contractor shall complete and provide proof of all background checks on all staff that meet the requirements of the VA.

• Health examinations including annual TB skin test verification that it was completed;

• Either received the Hepatitis B vaccine series, or is immune as a result of acquired infection, or have been offered and refused the vaccinations;

• Received measles-mumps-rubella (MMR) vaccine. Combined vaccine (MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956;

• A negative PPD within the last six months, or if a known reactor, a negative chest

X-ray upon hire;

• A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox).

• Flu vaccine or mask required as outlined in VHA directive.

• All Required training outlined in PWS.

CONTRACTOR EQUIPMENT AND INSPECTION:

The contractor shall be required to provide the following equipment specifications:

• The VA reserves the right to inspect the contractor’s equipment to ensure it is being maintained in good repair.

• Contractor shall be required to provide professional signage for screening staff operation as outlined in the PWS. The VA will have the final decision on all signage being posted.

• The VA reserves the right to restrict the Contractor's use of equipment that are not in compliance with contract requirements. The restriction of such equipment shall not relieve the contractor from performing in accordance with the strict intent and meaning of the contract and without additional cost to the VA.

• The door screening area is typically the first impression for Veterans when coming to the facility. It is important that the standard of cleanliness be maintained at all times.

CONTRACTOR PERFORMANCE AND NOTIFICATION:

• In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA COR manger and provide a justification for non-performance. The VA will re-procure services that cannot be performed by the Contractor. The Contractor shall indemnify the VA for excess re-procurement cost, which may result from the Contractor's inability to perform the required service or for non-response during off business hours. Payment of re-procurement costs shall not relieve the Contractor from any other provision in this contract. The VA will be the sole judge in determining when services will be re-procured.

The failure of the Contractor to perform services within the required time frames and in accordance with terms and conditions may result in termination of the contract.

• The Contractor will be notified who will be the COR, prior to commencement of contract.

• Electronic Transmissions: The Contractor shall always utilize email to communicate patient incidents, requests for services, special correspondence, etc. to the VA.

• Within seven days after contract award the contractor shall provide its Contractor-

Personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area.

• Contractor shall be provided with the name and contact information of the COR prior to commencement of contract.

• Contractor shall be required to wear uniforms that look professional, neat and clean in appearance and should all match to clearly identify them as a door screener. Will require review/approval of uniform to ensure it meets expectations.

• The Contractor shall notify the COR, in writing within 24 hours, of any complaints made by customers with regards to service and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the VA's review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

• Contractor shall coordinate and work with multi-disciplinary teams in the VA to ensure there is positive communication and teamwork.

• Contractor shall be required to carry out daily huddles before the commencement of the workday with outpatient escort to ensure communication of concerns, process improvement or changes are discussed among the services to ensure positive experience. Contractor is required to provide documentation monthly to COR of daily huddle meetings and topics discussed. Contractor shall communicate to COR any recurring issues or concerns so they can be addressed timely among the services.

CONTRACTOR'S RESPONSIBILITIES AND INSURANCE REQUIREMENTS:

• The Contractor shall obtain all necessary licenses and/or permits required to perform this work. Necessary licenses and permits required. The Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract.

• The Contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence.

• The Contractor shall maintain personal liability, and property damage insurance, as prescribed by the laws. Evidence of coverage is required before commencing work under this contract (copy of Certificate of Insurance), and it may not be changed or cancelled without thirty calendar days prior written notice to the COR.

QUALIFICATIONS:

The Contractor shall furnish at its cost evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of security background checks.

The Contractor shall be responsible for providing a facility orientation to all staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the aforementioned training. If deemed necessary by the Government, additional training shall be offered at the VA North Texas Health

Care System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

The Contractor shall be required at each site to:

(The following equipment and operating requirements shall be submitted to the COR and Contracting Officer for prior approval)

• Contractor will hand out wrist bands, masks, will ask verbal screening questions, delivering/coordinating and directing certain staff, guest, contractors and volunteers to established protocal areas for COVID Testing.

• Contractor will maintain, clean, secure VA issued professional podium stands, tables/chairs, equipment, and signs. Contractor will provide supplies, materials and/or miscellaneous items necessary to operate and manage door screening services. All signs shall be the appropriate requirements for facility standards and hand-written signs shall not be allowed.

• Provide communication devices for staff to communicate among one another to deliver service, report emergences, etc.

• Provide experienced, fully trained and professional staff to perform door screening services.

• Constantly assess door screening processes taking into consideration workload to adjust the level of personnel required to perform under the contract.

• Provide recommendations as deemed appropriate and necessary to provide quality services at VANTHCS.

• Provide tracking system for door screening services to capture workload at each location.

SAFETY REQUIREMENTS:

• In order to protect the lives and health of patients, the Contractor shall take such safety precautions as the Contracting Officer, or the COR, may determine to be reasonably necessary.

• The Contracting Officer, or the COR, will notify the Contractor of any safety non-compliance and the action to be taken.

• The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. If the Contractor fails or refuses to comply promptly, the Contracting Officer may issue an order, stopping all or any part of the work.

• The Contractor shall immediately notify the VA of any incidents involving injury to VA patients/staff/volunteers/guests. The Contractor shall promptly complete and submit to the Contracting Officer Technical Representative and the Contracting Officer, an Incident

Report with all information felt to be necessary for any full review.

• The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

• Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle incidents involving door screeners on VA property and how they handle all accidents involving contracted staff. SOP must be submitted to the COR and

Contracting Officer for approval.

• The Contractor shall notify the COR, in writing within 24 hours, of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the

VA's review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

INTERFERENCE WITH NORMAL FUNCTIONS:

• The Contractor’s personnel may be required to interrupt their work at any time so as not to interfere with the normal functioning of the medical facility, including utility services, fire protection systems, and passage of facility patients, personnel, equipment and emergency and/or service carts. These interruptions should only be occasional. Any interruptions considered to be excessive should be brought to the attention of the

Contracting Officer.

CONTRACTOR'S QUALITY CONTROL PROGRAM (QCP):

The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. A copy of this QCP will be forwarded to the CO in the complete Request for Quote (RFQ) package submitted by the contractor. The QCP is separate from the required Management/Technical Capabilities that will be provided by the contractor.

The CO will review the QCP and list any needed clarifications, and return to Contractor for response, if necessary. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

• An inspection plan covering all services required by this contract. The inspection plan must specify the areas to be inspected on either a scheduled or unscheduled basis and how often inspections will be accomplished and documented, and the title of the individual(s) who will perform the inspections.

• On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.

• For methods used for identifying the quality of service performed please reference the Quality Assurance Surveillance Plan (QASP).

• On-site records identifying the character, physical capabilities, certifications and ongoing training of each employee performing services under this contract.

• The methods of identifying and preventing phone/radio/electronic communication breakdowns. Provide a detailed procedure for alternative communications in the event of electronic and mechanical breakdown of vehicle communication.

• On-site records of any complaints or problems, with procedures taken to allow for corrections and/or elimination before effects caused interruption of performance of contract.

• Providing reports of patient/staff/guest complaints, peak hours, or concerns to COR weekly/monthly reports.

• Contractor shall be required to ensure that all patient complaints are handled timely and responded to within 24 hours. Corrective action should be taken to investigate any customer service issues by staff as well as processes regarding services. A report of these complaints and corrective action should be forwarded to COR.

CONTRACTOR FURNISHED EQUIPMENT AND SUPPLIES:

The Contractor shall furnish all the necessary resources, equipment and supplies.

• Equipment for Door Screeners shall contain at a minimum, the following:

• Contractor shall provide a two-way radio or cellular phones that shall be fully operational at all times during contract performance.

• Contractor shall provide real time tracking system for door screeners to capture workload, peak times, and stats on screening by location and entry point. Provide weekly and monthly reports showing workload by location and entry point for peak times, COVID +, dropped to ER for screening, how many masks and bracelets were issued out by location and entry points.

SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in employees, patients, volunteers, or visitors to VANTHCS. Contractors shall be required to adjust the level of staff to accommodate the workload.

PROPOSED PLAN: After notification of contract award, the Contractor shall have fifteen (15) calendar days for full operation implementation and to finalize staff requirements including

Government-administered background investigations, etc. The Contractor shall be required to implement their proposed door screener plan and perform on a day-to-day basis for the duration of the contract.

ORDERING ACTIVITY: The Contractor shall not accept any instructions issued by any person other than the Contracting Officer or delegated Government representative acting within the limits of his/her authority.

CHANGES TO CONTRACT: Only those services specified herein are authorized. Before performing any service of a non-contractual nature, the Contractor shall advise the Contracting

Officer of the reason(s) for the additional work and/or service. Changes to the resulting contract shall not be authorized and reimbursement shall not be made for any work or services performed outside the scope of this contract unless prior authorization is obtained in writing from the

Contracting Officer.

REDUCTION OF SERVICE: A notice to the Contractor to discontinue or reduce the level of service at the Government convenience shall not result in any service charge or assessment fee for the disconnection or reduced service. The Government shall have the option to terminate the contract if not satisfied with the services during the term of the contract.

PERFORMANCE STANDARD: Contractor shall ensure that 95% of the door screening wait is no more than five (5) minutes to go thru the door screening process. Contactor shall develop a system to monitor and report timelines of service and shall be made available to the VA upon request. The COR shall audit the turnaround time (TAT) or may conduct periodic unannounced inspections to assure that waiting periods do not exceed the performance requirements.

Additionally, the Contractor’s ability to manage the entry flow shall be periodically audited to assure that the services are provided in an efficient operational manner. Contractor shall use a system for door screening to account for real time information and efficiency.

COMPLAINTS: The Contractor shall promptly and courteously respond to complaints within 2 working days, including complaints brought to the Contractor’s attention by the Contracting Officer acting as the Quality Assurance Evaluator (QAE). The Contractor shall maintain a written record of all complaints, both written and oral showing the identity of the individual, the nature of the complaint, and the Contractor’s response. The Contractor shall permit the Government to inspect such records upon reasonable notice.

QUALITY ASSURANCE: The Contractor shall be responsible for complying with all appropriate regulations and guidelines of the Joint Commission (JC), Occupational Safety and Health

Administration (OSHA), and/or any other pertinent federal, state, and local policies relating to the herein mentioned work or door screening services. The Contractor shall provide adequate on-site supervision at all locations, at all times in order to achieve quality assurance and to handle all customer service concerns. All tasks accomplished by the Contractor personnel shall be performed to preclude damage or defacement to Government-owned furnishings, fixtures, equipment and facilities. The Contractor shall report any damage observed or caused by the

Contractor personnel to the COR. The Contractor shall be responsible for the replacement of items or to repair vehicles or facilities to previous condition, if the Contractor is determined to be at fault for the damage.

MONITORING PROCEDURES: The COR shall be responsible for monitoring the Contractor's performance. Performance deficiencies or poor performance identified during the term of the contract shall be reported to the Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given a reasonable time to take corrective action. If determined appropriate, the Contracting Officer, COR and/or other VA staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified in the cure notice. The Contractor shall notify the Contracting Officer and the COR when correction(s) have been made. If the appropriate correction is not made within the timeframe specified in the cure notice, the Government shall have the right to terminate the contract in its entirety.

REPORTS: The Contractor shall establish a method to validate the number of people per day entering each facility and entry point and submit a weekly and monthly report to the Contracting

Officer and COR within seven (7) calendar days after each month ends. The report shall summarize the number of people entering the facility by location and entry, peak times, COVID

+, transported to ER, number of masks and bands issued by location and entry point. (sorted showing times to illustrate workload by peak hours). The report shall also include any incidents, accidents or special situations with patients, visitors, VA employees, or VA volunteers. The reports must be legible and easy to understand, should be submitted weekly and monthly electronically.

Reports should be signed by the Supervisor and/or authorized representative of the Contractor.

Contractor may provide for approval a sample of the types of report forms used on similar projects.

CUSTOMER SATISFACTION SURVEYS: The VA North Texas Health Care System may conduct independent customer satisfaction surveys to evaluate door screening services. Participation by

Veterans in all surveys shall be voluntary. Results of surveys conducted by the Medical Center may be shared with the Contractor, particularly when service improvement is needed.

DISRUPTIVE BEHAVIOR: The Contractor shall provide adequate onsite supervision at all times in order to handle disruptive behavior of door screening staff performing under the contract. The

Contractor agrees to permanently remove any member of its staff from performing work associated with this contract, if at the sole discretion of the VA, the employee poses a health and safety risk to any patient or individual requiring services or if the COR disapproves of the conduct due to interferences with the business or operation of the VA North Texas Health Care System.

DENIAL/TERMINATION OF SERVICES: Action to limit, suspend or revoke service contract shall be in accordance with the procedures outlined in VA guidelines or Federal Acquisition

Regulations. The Contractor shall be notified by the Contracting Officer, when the necessity becomes apparent to exercise such authority. The Contracting Officer shall provide the

Contractor with copies of documentation initiating the revocation process if such action becomes apparent. The Government reserves the right to refuse acceptance of service provided by the

Contractor due to poor performance or failure to comply with the requirements specified herein.

The Contractor and COR shall deal with complaints concerning unacceptable performance.

However, the Contracting Officer is the final authority on validating complaints. In the event that contractor is involved and named in a validated complaint, the Government reserves the right to refuse acceptance of the services of such Contractor. The Contracting Officer shall be the final arbiter on questions of acceptability.

INSTALLATION APPROVAL: The Contractor shall not install any signs without the prior guidance or written consent from the Contracting Officer or the designated COR.

GOVERNMENT RESPONSIBILITIES: The participating VA Medical Center shall provide orientation and training on VA policies and procedures relating to security, patient privacy, safety, emergency procedures, accidents/injuries and communication with VA staff. The required training shall be scheduled at a post award meeting on a mutually agreeable date and coordinated with the COR.

CONTRACTING OFFICER REPRESENTATIVE (COR): Delegation of Authority letter(s) shall be forwarded to the using service and Contractor after agreement has been signed, identifying the individual(s) as the COR(s). No service shall be provided without the approval of the COR or his/her designee of this contract.

The Contractor shall not accept any instructions issued by any other person(s) other than the

Contracting Officer or his/her delegated representative(s) acting within the limits of his/her authority.

CONTRACTOR POINT OF CONTACT: The Contractor shall designate one (1) employee as the

Point of Contact (POC) responsible for administrative matters in the performance of services under this contract. The POC shall have full authority to act for Contractor on all matters relating to the daily performance of this contract. An alternate may be designated, but the Contractor shall notify the Contracting Officer and COR in writing those times when the alternate shall act as the

POC.

The Contractor shall provide the name and telephone number of the person designated as Point of Contact and Alternate on the space below:

Point of Contact, Name: ___ __________________

Telephone Number: _________________

Alternate Point of Contact, Name: _______________________

Telephone Number: _________________________

The POC shall be available by telephone Monday through Friday, between 8:00 a.m. and 4:30 p.m. excluding national holidays.

* The parties agree that the Contractor’s personnel including POC and subcontractors performing under this contract shall not be considered VA employees for any purpose. They all shall be considered employees of the Contractor.

PERSONNEL POLICY: The Contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract, such as providing Workers’ Compensation, professional liability insurance, health examination and social security payments. Payment for any leave, including sick leave or vacation time is considered the responsibility of the Contractor. The

Contractor shall follow all existing local, state, federal employment laws and/or union regulations relevant to fringe benefits and premium pay for their employees. Such personnel shall not be considered VA employees for any purpose. Cost quoted in the solicitation is all-inclusive of all incidental costs including housing, transportation and premium payments for applicable insurance coverage.

SERVICE CONTRACT ACT: The resulting contract shall be subject to the Service Contract Act of 1965 (as amended). Service employees performing under this contract shall be paid NO less than the wages as indicated in the applicable Wage Determination incorporated herein.

OVERTIME AND HOLIDAYS: Any overtime and/or holiday pay that may be entitled to the personnel performing under this contract shall be the sole responsibility of the Contractor and shall not be billed to nor reimbursed by the Government.

CONTRACTOR SUBMITTALS/INSURANCE REQUIREMENTS:

Contractor shall be required to provide copies of the following:

• The Contractor shall be required to comply with Federal and State Workers Compensation and liability insurance. Reference FAR clause 52.228-5-Insurance and Subpart 28.307- 2-Liability.

• Prior to contract award, the Contractor shall furnish to the Contracting Officer certification from the insurance company indicating that the coverage has been obtained and that it may not be changed or cancelled without guaranteed thirty (30) day notice to the Contracting Officer. New certifications shall be furnished at least thirty (30) days prior to the expiration date of the current insurance policy.

INCIDENTS AND EMERGENCY SITUATIONS: The Contractor shall respond to alerts or emergencies, by providing assistance to injured or stranded persons in emergency situations, and/or by notifying the VA Police. It is imperative that this area be open for emergency personnel to respond in emergency situations or when a fire alarm is activated. The Government may provide an Emergency Plan brochure to the Contractor at the time of contract award. The

Emergency Plan brochure describes reporting procedures for a variety of emergency scenarios including cardiac arrest, hazardous material spills, disruptive and/or dangerous behavior, etc. In the event of an incident or Emergency, door screening staff shall be required to call VA Police or if a Medical Emergency: 911.

UNIFORMS: Door screening staff shall be neat and clean in appearance. The Contractor shall be required to provide uniforms for all staff performing under this contract. Uniforms shall include polo collared shirts with the identification of the contractor by company name. Must also include black pants (no jeans) and black closed toed shoes. Uniforms must be consistent in style and color and shall be worn at all times during performance of the contract. The uniform style shall be approved by the COR prior to contract implementation.

PPD SKIN TEST:

The Contractor shall ensure that all contract personnel who shall be assisting or in direct contact with Veteran patients or with persons who provide direct care MUST provide the following documentation:

• PPD Skin test – Results from the last six months shall be accepted. If PPD is positive, the individual MUST provide documentation of the absence of active TB.

It shall be the responsibility of the Contractor to provide documentation of the above prior to assignment. On an annual basis or upon request, the Contractor shall be expected to provide evidence or copy of the results of each staff performing under the resulting contract. The COR shall be notified of any changes in individual status with appropriate documentation. In the event of an exposure, it is required that the Contractor has a plan that must be followed to protect the individual and others. Records shall be maintained as required by CFR 1910.1030.

DRUG/ALCOHOL POLICY: Contractor shall ensure that all staff performing under this contract complied with the participating VA North Texas Health Care System alcohol and drug free workplace policy. The Contractor shall be expected to conduct random alcohol and drug tests on all staff. Random alcohol and drug tests shall be conducted at least once a year on each employee performing under the resulting contract. Staff shall also be subject to drug and alcohol testing when reasons exist to suspect the use of illegal drugs and/or alcohol while on duty that impaired judgment, performance, and the safety of Veteran patients, VA employees, visitors, and contract staff. Upon request, the Contractor shall be expected to provide evidence or copy of the results of employee drug and alcohol testing.

BADGES: All contractor personnel shall be required to wear contractor issued employee picture identification (I.D.) badges at all times while on the VA grounds. Contractor shall provide employee ID badge with company logo.

CONTRACTOR PARKING: Door screening staff are permitted to park their own vehicles only in

Employee/Unrestricted Parking areas.

SMOKING POLICY: Smoking is not permitted within or around the VA facility grounds. Under

VHA Directive 1085, all VHA health care facilities are smoke-free for patients, visitors, contractors, volunteers, and vendors effective October 1, 2019.

CELL PHONE: Personal cell phone use shall not be permitted…