PWS_Case Coordination Services_Draft.pdf

Performance Work Statement (PWS) for

Case Coordination Services

1.0 GENERAL

1.1 INTRODUCTION

The Administration for Children and Families (ACF), Office of Refugee Resettlement (ORR) seeks a contractor to develop and maintain case coordination programs to provide child welfare-based, third-party recommendations (TPR) regarding the care and release of Unaccompanied Alien Children (UAC) in ORR custody. The recommendations involve safe and timely reunifications with family, transfers, and placements, and identifying UACs with special or developmental needs and corresponding services.

UAC apprehended by the Department of Homeland Security (DHS) immigration officials are transferred to the care and custody of ORR. ORR promptly places an unaccompanied alien child in the least restrictive residential setting that is in the best interests of the child, taking into consideration danger to self, danger to the community, and risk of flight.

Residential care services begin once ORR accepts a UAC for placement from United States Customs and Border Patrol (CBP) and ends when the child is released from ORR custody, turns 18 years of age, or the UAC’s immigration case results in a final disposition of removal from the U.S. ORR takes into consideration the unique nature of each child’s situation and incorporates child welfare principles when making placement, clinical, case management, and release decisions that are in the best interest of the child.

1.2 OBJECTIVE

ORR ensures that the interests of the child are considered in all decisions related to the care and custody of UAC. ORR is guided by the principles that all UAC should be treated with dignity, respect, and special concern for their vulnerability; all UAC must be placed in the least restrictive setting appropriate to their age and special needs; and each UAC must be provided care and services free from discrimination based on race, religion, national origin, sex, disability, or political belief.

ORR intends to acquire the services of bilingual in English and Spanish case coordinators to provide child welfare based recommendations on individual UAC cases, particularly in the areas of making recommendations for transfer and release, identifying children with special needs and developing subsequent recommendations, staffing UAC cases, reviewing individual service planning, collaborating with care providers in providing community support and medical services, and troubleshooting special or unique cases. In order to maintain the integrity of their duties, organizations providing case coordinators may not have a conflict of interest with ORR and/or its UAC service providers (i.e., organizations involved in the care and maintenance of children in federal custody, organizations that would receive financial benefit as a result of their recommendations, etc.).

Case coordinators shall coordinate with Federal Field Specialists (FFS), who act as the local ORR liaison with care providers and stakeholders, provide technical assistance and guidance to care providers on ORR policies and procedures, and make transfer and release decisions for UAC in their designated assignments.

ORR Headquarters is in Washington, D.C., where most federal staff are based other than the FFS are located nationally in areas of high apprehension and placement activity, including Phoenix, AZ; Los Angeles, CA; Miami, FL; Chicago, IL; El Paso, TX; Harlingen, TX; San Antonio, TX; Houston, TX; New York, New York; Portland, OR; Seattle, WA; and Washington, DC. As ORR expands the shelter network, providers may be located in other cities as well.

1.3 SCOPE OF WORK

The contractor shall develop and maintain regional and national case program(s) that provide child welfare-based recommendations on each UAC case, particularly in the areas of safe and timely release, identification of children with special needs, and development of corresponding recommendations, and placement recommendations. Child welfare best practice, as defined by ORR, aligns with a family-centered approach by ensuring UAC are released safely and timely to family members and other potential sponsors will provide a safe environment for the child and abide by the ORR Sponsor Care Agreement.

Case Coordinators are non-governmental contractor field staff assigned to one or more care providers primarily to review UAC’s cases and provide transfer and release recommendations to ORR staff. The Case Coordinator is responsible for integrating all areas of assessment from the Case Manager, Child Advocates, Clinician and Unification specialist, and other stakeholders into a release plan that will provide for the unaccompanied child’s physical and mental well-being. After staffing and reviewing a case, Case Coordinators must agree with the release recommendation in accordance with the ORR policy guide. If there is a disagreement or a particularly complex case, then the case will be elevated to the ORR/FFS for further guidance. Case coordination services are provided across both ORR’s standard network and the Influx Care Facilities (ICF). Many care providers are in Arizona, California, Florida, Illinois, Maryland, New Jersey, New York, Oregon, Texas, Virginia, and Washington, but they aren’t limited to such areas.

As ORR expands the shelter network, providers may be in other cities as well. ORR also opens ICFs as needed. Case Coordination services are provided both remotely and at provider sites, thus travel may be required.

1.4 BACKGROUND

In March 2003, ORR UAC Program (UACP) assumed the responsibility for the care and placement services for UAC who are in Federal custody because of their immigration status as mandated by Section 462 of the Homeland Security Act of 2002; P.L. No. 107-296. The program funds and designates placement and care for UAC referred by federal partners. The program ensures consideration of the child’s best interest in care, placement, and release decisions. It implements placement decisions, develops facilities for care through grants and contracts, and utilizes multiple levels of care such as shelters, foster care, and therapeutic settings for UAC. The program reunifies children with families or sponsors in the United States and coordinates the repatriation of children with immigration authorities. In addition to providing services to UAC, the program also maintains information collection and conducts statistical analysis.

As of July 2025, ORR oversees a national network of over 171 care provider programs, including shelters, group homes, staff-secure/secure facilities, foster care programs, and residential treatment centers through grants, contracts, and cooperative agreements. ORR care providers are required to follow cooperative agreements and are encouraged to pursue additional accreditation such Joint Commission on Accreditation, Council on Accreditation Commission on Accreditation of Rehabilitation Facilities or equivalent. They must also comply with ORR policies, protocols, and procedures, as detailed in their individual Cooperative Agreement/Statement of Work and ORR policies and procedures.

ORR identifies placement options for UAC according to their individual needs through this national network of care providers. Most care provider programs serve both UAC and domestic youth and maintain the two populations separately, but some smaller programs providing specialized care may serve the two populations together.

ORR is also responsible for the safe and timely release of UAC to vetted sponsors. Section 462 of the 2002 Homeland Security Act directs ORR to consider the following when making placement decisions: 1) the likelihood of a child’s appearance before all hearings or proceedings; 2) protections from traffickers and others seeking to harm UAC; and 3) settings that reduce the possibility of a child endangering themselves or others (6 U.S.C. §279 (b.) 2. (A.).

1.5 TYPE OF CONTRACT CONTEMPLATED

Firm Fixed Price/ Time and Materials

1.6 PERIOD OF PERFORMANCE (POP)

The period of performance of this contract is a base period of 12 months from the contract award date, with three (3) subsequent 12-month option periods.

June 30, 2026 – December 29 2030 Base Period: June 30, 2026-June 29, 2027 Option Year 1: June 30, 2027-June 29, 2028 Option Year 2: June 30, 2028-June 29, 2029 Option Year 3: June 30, 2029-June 29, 2030 Option to Extend Services - 52.217-8: June 30, 2030-December 29, 2030

1.7 PLACE OF PERFORMANCE

The contractor shall perform services remotely, at the contractor site, and/or at the care provider location.

In-person service requirements at care provider facilities are further outlined in sections 2.8.1 and 2.8.2.

Recognized Holidays:

New Year’s Day Labor Day Birthday of Martin Luther King Jr Columbus Day Washington’s Birthday Veterans Day Memorial Day Thanksgiving Day Juneteenth National Independence Day Christmas Day Independence Day

In addition to the days designated as Federal holidays, the Government observes the following days:

• Any other day designated by Federal Statute

• Any other day designated by Executive Order

• Presidential Inauguration Day (National Capital Region only)

• Any other day designated by the President’s Proclamation

When a U.S holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively. The Contractor shall refer to the Office of Personnel Management (OPM) website (currently at https://opm.gov, contact COR if necessary for the information) to see the observed dates for each holiday during a specific year. If submittal of any documentation (e.g., deliverables, submittals, etc.) deadlines fall on a holiday, the closest workday prior to the holiday shall apply as the deadline for submittal.

Above are federally recognized holidays, however, the contractor may be required to perform case coordination services on federal holidays and weekends during periods of surge or influx, as directed by the government. Holiday coverage shall be provided in accordance with the approved staffing plan.

1.8 APPLICABLE DOCUMENTS

• ORR Unaccompanied Alien Children Bureau Policy Guide. For reference, the full Policy Guide is currently available at https://www.acf.hhs.gov/orr/policy-guidance/unaccompanied-children-bureau-policy-guide. Contact the CO/COR for current location or for specific portions if necessary.

• Policy for Influx Care Facilities (See Section 7 of ORR Policy)

• ORR Field Guidance containing updates to standards. (Access will be granted to contractor after contract award.)

• The contractor shall comply with ORR Policy related to preventing, detecting, and responding to sexual abuse and harassment in accordance with ORR’s Zero Tolerance Policy (See Section 4.5.3 of ORR Policy Guide referenced in Section 1.3.1.1)

• UC Manual and Procedures (UC MAP) provides procedures that operationalize ORR policy. The UC MAP is accessed through ORR’s online case management system which will become available for contractor access after award. (Access to the UC MAP will be provided to the contractor at time of award) (https://orr-uc-apps.acf.hhs.gov/s/map-document)

Performance requirements are based on policy, regulations, and guidelines. The contractor is responsible for staying up to date with policy and regulatory changes and must adapt to the evolving nature of the working environment. The contractor is responsible for ensuring they are added to any relevant distribution lists and for ensuring attendance to all relevant meetings related to policy changes. The contractor shall notify the Contracting Officer’s Representative (COR) in the event of any significant discrepancies between ORR policy guidelines and operations.

2.0 SPECIFIC REQUIREMENTS/ TASKS

2.1 TASK ONE – TRANSITION-IN SERVICES

The contractor shall perform all necessary steps to transition services under this contract.

https://opm.gov/ https://orr-uc-apps.acf.hhs.gov/s/map-document

The contractor shall ensure that there will be minimum service disruption to vital Government business operations and no service degradation during and after the transition. All transition activities will be completed within 90 calendar days after the start date of the contract. Transition activities consist of the program management, coordination, and execution of all activities necessary to provide uninterrupted and continuing case coordination services including the following:

(a) Participate in planning sessions with the COR and FFS team and the incumbent contractor and provide updates to its transition plan(s) to address any specific changes because of these discussions.

(b) Observe or “shadow” the incumbent contractor during the initial transition-in of the transition period to gain experience and familiarization with the tasks. The incumbent contractor will then reverse-shadow the new contractor during the last portion of the transition-in period to observe and ensure the new contractor has gained the experience and familiarization with completing the tasks to ensure an understanding of the technical and functional procedures performed under this contract.

(c) Complete an inventory of all systems and database documentation, user manuals, and operations manuals including processes and procedures used by the incumbent contractor to accomplish operations, as well as an inventory of all transferable application source code/documentation, operational data, and network/systems within forty-five (45) calendar days after contract start. Report any potential gaps to the COR so that any deficiencies can be addressed before the completion of the transition period.

(d) Work with COR to develop a plan for the delivery of reports and deliverables for this contract.

(e) Coordinate with the incumbent contractor to complete the necessary forms for ORR to grant the new contractor the applicable access rights/permissions and User IDs to the systems, related applications, and servers needed to support the requirements and tasks in this contract.

(f) Transition all production and operations information and procedures used by the incumbent contractor to accomplish operations and all tasks in this contract. This includes but is not limited to all policies, Standard Operating Procedures (SOPs), operational procedures and protocols; IT security procedures;

jobs; programs; queries; files; and control documents for tracking, managing, and running all monthly/quarterly production jobs and control counts; detailed logic for all business rules, edit logic, database layouts, table structure, designs, stored procedure logic and utilities that are used by the incumbent contractor database administrators (DBAs), system administrators and operations staff.

(g) Coordinate the transition of all reports, procedures/utilities, supplemental programs, files, and special queries used by the incumbent contractor's system to ORR.

(h) Coordinate with the COR and the incumbent contractor to transfer to the new contractor any data subscriptions or software licenses that may be necessary to perform the activities outlined in this contract.

(i) Provide ORR with any documentation support needed during the transition-in period.

(j) All activities are required to be transitioned in a manner considering a prudent balance between timeliness, and cost efficiency and ensuring that all monthly core processes, schedules, application uptimes, and performance measures are maintained as well as met.

(k) The contractor is encouraged to suggest innovative solutions taking into consideration its organizational capabilities and experience while aligning these capabilities with ORR requirements to execute a timely and cost-effective transition.

2.1.1 Subtask: Transition-In Plan

The Contractor shall develop a Transition-In Plan that describes all activities necessary to ensure continuity of operations and the maintenance of service levels from award until operational responsibility is completely assumed. The Contractor’s Transition-In Plan shall describe the technical approach, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements to transition-in the services required by the contract. The Contractor shall provide the COR and CO a revised Transition-In Plan (original provided by all offerors in their proposals) within three (3) business days after the kick-off meeting. The Contractor shall provide additional revisions if requested and after receiving feedback from the COR – within (10) business days of receiving the COR request and comments. The Plan shall include a WBS in Microsoft Project format addressing deliverables, outcomes, schedule and work products. The Contractor shall provide periodic progress reviews to the COR with dates and frequency approved in the final Transition-In Plan.

The Transition-In Plan shall include:

a. The technical approach;

b. Planned transition activities to include hiring staff with appropriate background and training for the positions identified;

c. Transition activity timelines and milestones;

d. Transition resource requirements;

e. Transition security requirements;

f. Transition risks and mitigation or avoidance strategies;

g. Transition communication plan; and

h. Staff training.

2.1.2 Subtask: Transition-In Completion

The contractor shall provide a certification of readiness and documentation to support and demonstrate a full and accurate transition-in completion which shall be submitted in a format as determined by the contractor and COR.

2.2 TASK TWO- PROJECT MANAGEMENT

2.2.1 Subtask: Kick-off Meeting

a) Within ten (10) business days of the award or as directed by the COR, the contractor shall conduct an orientation meeting and briefing through a conference call. The completion of this briefing will include, but is not limited to, the following:

b) Introduction of both key contract and government personnel performing work, related to this

PWS.

c) Brief overview of contract administration and reporting.

d) Review of the contractor’s baseline Quality Control Plan (QCP).

e) Discussion of substantive risks and issues that may impact the delivery of the project.

f) Joint determination of the contents of a work plan to detail the specific activities and tasks to be associated with the period of performance specified in the PWS.

g) Discussion of a plan to delivery to the contractor any Government-Furnished Equipment, Information, or Materials (GFE/I/M) unless specifically provided at contract award.

h) Review by the contractor of its understanding of the work to be accomplished under this PWS to ensure that all parties have a common understanding of the work to be performed and of the respective responsibilities and obligations of the parties.

i) Review by both ACF/ORR and the contractor of the agreed-upon method to resolve, track, and report on risks and issues.

j) During the Kick-off Meeting, ACF Office of Chief Information Officer (OCIO) staff will provide an overview of the ACF OCIO Intake Request Form used to formalize/start the ACF OCIO Governance Framework requirements. The contractor shall submit an ACF OCIO Intake Request Form, https://help.acf.gov/hc/en-us/requests within five (5) business days of the award to formalize/ start ACF OCIO Governance Framework requirements.

2.2.2 Subtask: Project Management Plan

The contractor shall work to ensure child welfare best practices are a primary focus of their project management plan. The contract management plan shall include welfare best practices as defined by ORR and align with a family-centered approach by ensuring UAC are released safely and timely to family and /or family friends who will provide a safe environment for the child and abide by the ORR Sponsor Care Agreement.

The contractor shall provide a Project Management Plan (PMP) that fully documents its management approach for the recruitment, delivery, and execution of contracted services. The contractor shall provide the COR with a revised PMP (original provided by all offerors in their proposals) within fifteen (15) business days after the kick-off meeting. Any PMP revisions shall be submitted to the COR within ten (10) business days of receiving comments from the government. The contractor shall update its PMP when there are program management changes and changes to the information required. The PMP shall describe internal policies and procedures to be used in managing the contract and resources associated with the contract. It shall provide an organizational chart of the contractor’s line of business to be used in the performance of the contract. The PMP shall consist of a contract management plan and a communication plan. At a minimum, the contractor PMP shall include the listed below-listed requirements:

Contract Management Plan:

For purposes of accountability and transparency, the contractor shall prepare a Contract Management Plan describing the technical approach, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements of this contract. The Contract Management Plan shall include a plan for travel, professional development, and training. Provide a narrative describing how the contractor will fully integrate the management of the elements of this contract. The Contract Management Plan shall be updated annually by the contractor and approved by the COR and Contracting Officer (CO), as required

Communication The contractor shall facilitate Government and contractor communications by:

(a) Using industry best standards and proven methodologies to track and document TO requirements and activities.

(b) Allowing for continuous monitoring and evaluation by the Government.

(c) Ensuring all support and requirements performed are accomplished in the TO.

(d) Notifying the COR and FFS of any technical, financial, personnel, or general managerial problems encountered throughout the TO PoP.

https://help.acf.gov/hc/en-us/requests

e. Communications Plan:

Create and provide a Communications Plan that will be used to manage the portfolio of work defined in this contract and contain regular updates. Submit a draft within seven (7) business days of award and the final Communications Plan to the COR within ten (10) business days of receiving comments from the government. All communications will be managed by the COR.

(a) Communications Action Matrix: Create and provide a Communications Action Matrix that will be used to define details regarding the communications activities that are to be used to manage the work outlined in this TO.

(1) The matrix shall be developed and maintained by the contractor’s team.

(2) The matrix shall designate the owners responsible for each task and subtask. Include name, email, and phone number.

(3) Submit the matrix to the COR within ten (10) business days of receiving government comments on the matrix plan.

(4) The matrix shall be updated quarterly and provided to the COR.

f. Project Work Plan

The contractor shall prepare a work plan that proposes timeframes for specific tasks to be performed, as described in the PWS. The contractor shall update the work plan annually within ninety (90) calendar days before the commencement of the following option year. Within seven (7) business days of the award date, a work plan meeting shall be conducted. The purpose of the initial meeting is for the contractor to obtain relevant background information from the COR (including ORR policies and procedures), review the PWS and timeline, and identify any potential challenges. The contractor shall present an initial work plan and time for addressing all required tasks/deliverables. The meeting may take place in Washington, DC, or through a conference call. Additional telephonic meetings may be scheduled as the need arises and to conform to ORR's program modifications either by legislation or design. The contractor shall provide a written summary of the initial meeting to the COR within two weeks of the contract award. The documentation shall include a brief synopsis of discussions that occurred along with any decisions reached and action steps agreed upon.

2.2.3 Subtask: Risk Management Plan

The contractor shall establish and maintain a Risk Management Plan to include a comprehensive Issue/Risk Log to track risks and assign mitigation strategies. Risks are potential future events that, if they occur, would have an impact on the project whereas issues are events that have occurred and must be resolved as soon as possible. The contractor shall perform an initial risk assessment with the COR as part of Transition-In, identifying and assessing the probability and impact severity of all foreseeable programmatic and technical risks, and developing mitigation strategies for high and medium exposure risks. The contractor shall maintain and update the Risk Management Plan on an ongoing basis and conduct risk reviews as part of the bi-weekly meeting with the COR.

The Risk Management Plan shall include how risks will be identified, managed, and mitigated. The responsibilities for monitoring and review shall be clearly defined. The monitoring and review processes shall encompass, when applicable, all aspects of the risk management process for the purposes of:

(a) Ensuring that controls are effective and efficient in both design and operation.

(b) Obtaining further information to improve risk assessment.

(c) Analyzing and learning lessons from risk events, including near-misses, changes, trends, successes, and failures.

(d) Detecting changes in the external and internal context, including changes to risk criteria and to the risks, which may require revision of risk treatments and priorities.

(e) Identifying emerging risks.

The plan shall also include an Issue/Risk Log template that shall be used to track issues and risks and assign mitigation strategies to address each one. The contractor shall maintain the Issue/Risk Log and update it as needed. The Issue/Risk Log is an ongoing tool for the purposes of identifying, triaging, and managing risks. The Issue/Risk Log shall be monitored by the contractor at least weekly.

2.2.4Subtask: Monthly Progress Reports

The contractor shall provide monthly progress reports that include monthly accomplishments, trend analysis, regional challenges and track expenditure of resources relative to projected cost and schedule limitations. In coordination with ORR and pending the content approval of the COR, the monthly status reports may take the form of a PowerPoint briefing to expedite the identification and resolution of issues.

The contractor shall develop progress report content for review and acceptance by the government. The contractor shall submit the monthly status report to the COR no later than fifteen (15) calendar days following the close of the previous month. The COR may require the contractor to adjust report contents on an as-needed basis.

2.2.5 Subtask: Weekly Staffing Reports

Every Monday, the contractor shall submit a weekly staffing report (data as of the preceding Thursday) to demonstrate the hiring of Case Coordinators by location; identify newly hired case coordinators; and any staffing concerns or issues to comply with the requirements. In addition, the contractor shall notify the COR and FFS Manager(s) of any change in staffing assignment within 24 hours.

2.3 TASK THREE - SAFE AND TIMELY RELEASE PROCESS

a) The contractor shall work with the ORR Care Provider case manager to make release recommendations, including recommendations for home study/post-release services as applicable.

Additional responsibilities regarding oversight of the UAC’s cases include a thorough and timely review of release requests, supporting documentation, regular meetings with case managers who are assigned to UAC with complex cases, recommendations, and follow-up for home studies, case consultations, and transfer recommendations on levels of care and services. Refer to the UAC portal for appropriate forms. The contractor shall make safe and timely release recommendations independent of the release recommendation of the care provider’s case manager once a case manager has made a release recommendation.

b) The contractor shall review release requests from the ORR Care Provider case manager within one

(1) business day and develop recommendations to the designated ORR staff based on UAC Program policy and procedures, the care provider's clinical and case management team feedback and recommendations, the safety threshold criteria (utilized in child welfare systems), and the individual merits of each case.

c) The contractor shall submit a release recommendation within two (2) business days after the home study results have been submitted to the UAC portal.

d) The contractor shall work closely with care provider staff to identify missing information from release requests and related assessment documents as it relates to ORR policy and procedures.

e) The contractor shall make recommendations regarding safety planning and child welfare recommendations.

f) The contractor shall review pertinent documents related to each case submission (identity documents, child assessments, sponsor assessments, background checks, etc.)

g) The contractor shall consult with the case manager to determine if the UAC is eligible for release prior to receipt of Fingerprint Check results.

h) The contractor shall respond to requests for additional information from ORR staff regarding a home study referral within one (1) business day of request.

i) For all TPR’s, the Case Coordinator shall communicate with the Case Manager and the FFS that the Release Request has been completed and upload their recommendation into the UAC Portal.

j) Case Coordinators shall prioritize UAC that are beyond their average length of care by ensuring timely completion of assessments and release recommendations. Case Coordinators shall work closely with the care provider and FFS to identify these cases, utilize TKPI, the Case Tracker, and the ORR’s UAC Portal to identify these cases, and implement a priority plan to expedite a safe and timely release. Priority planning includes but is not limited to Case Coordinators; a) periodically reviewing all prior sponsorship options (not denied due to safety considerations) to assess changes in sponsor circumstances that may enable a reconsideration of sponsorship; b) ensuring the care provider is engaging Category 4 UC in Mobility Mapping and family-finding best practices; c) ensuring the care provider is establishing contact with all extended family members identified via mapping to request support with identifying undisclosed sponsorship possibilities. The contractor shall ensure the exchange of updates on information regarding the child, sponsor, and status of the home study between the ORR headquarters office, home study service provider, care provider, and FFSs throughout the duration of the home study process.

k) The contractor, in consultation with care providers’ clinical and case management staff and ORR, shall make recommendations for release with Post-Release Services according to ORR policy and procedures. Case Coordinators shall respond to requests for additional information from ORR staff regarding the referral within one (1) business day of request.

l) The contractor shall increase case coordination coverage to provide a thorough and timely review as required by ORR policy and procedures of release requests that can be focused and further support areas of greatest need (e.g., influx, in-person, telephonic case consultation, virtual case management, ad-hoc case review, and discharge teams).

2.4 TASK FOUR - TRACKING AND MANAGEMENT OF COMPLEX CASES

The contractor shall input complex case information in the UAC portal and track the status of those cases through Tableau’s TKPI. The case coordinators shall report weekly to field staff on how they are effectively assessing complex cases to assist in making release recommendations that are in the best interest of the child. Complex cases may include but are not limited to cases that involve significant medical and/or mental health concerns of the child, significant biopsychosocial circumstances of the sponsor, criminal history of the minor and/or sponsor, major behavioral issues exhibited by the minor, immigrant/legal issues, trafficking concerns, history of physical, sexual, emotional abuse, etc. and home study cases.

The contractor shall provide ongoing consultation and assistance to care provider staff and work closely with the ORR staff related to individual assessment of cases for transfer of a child to alternate placements as is required per UAC policy.

While complying with UAC policies and procedures, the contractor shall utilize child welfare and mental health expertise; and knowledge of the ORR network of care to inform transfer recommendations.

The contractor shall provide case coordination coverage to support transfer submission recommendations in UAC portal within one (1) business day of request.

The contractor shall work with care provider staff and ORR to identify children that would benefit from transfer to long-term foster care setting, ensure appropriate case planning, and make corresponding recommendations.

The contractor shall work with care provider staff and ORR to identify children who require therapeutic services or placement and make corresponding placement recommendations based on child welfare and mental health expertise. The contractor shall continue to act in their full capacity and role for all children placed in Specialized Placements (RTC, secure, staff secure, therapeutic staff secure, and out-of-network placements) as assigned, which includes, but is not limited to, meeting with the UAC and the care provider staff to obtain updates on the progress of each child and determine with ORR and the care provider staff, whether the child needs continued treatment or would benefit from a less restrictive level of care.

The contractor shall work with the care provider and ORR staff to identify children who are potential victims of human trafficking as specified in the UAC Policy.

The contractor shall ensure FFS are made aware of potential trafficking victims for referral to the Office of Trafficking in Persons (OTIP). FFS will be responsible for referral to OTIP.

The contractor shall collaborate with clinicians and care providers, providing input and reviewing safety plans for potential victims of trafficking, regarding placement, telephonic contacts, and visitation; release recommendations; and placement in community-based settings as specified in UAC Policy.

2.5 TASK FIVE - STAFFING

The contractor shall provide a high level of expertise in child welfare, juvenile justice, and serving immigrant youth and families at the field level. The contractor shall recruit, train, and maintain a staff of Case Coordinators ensuring a caseload ratio of no more than 1:85 at a time at ORR programs. A standard ORR Facility is an ORR shelter that includes shelter care, secure care, staff-secure, a residential treatment center, or long-term foster care (does not include ICFs or Health and Human Services (HHS) Processing Centers (HPCs).

An ICF is a type of care provider facility that is opened to provide temporary emergency shelter and services for UAC during an influx or emergency. ICFs may be opened on Federally owned or leased properties, in which case, the facility would not be subject to State or local licensing standards; or, at facilities otherwise exempted by the State licensing authority.

While not inclusive of all case coordination daily activities, overarching responsibilities of Case Coordinators include:

• Providing timely review and assessment of potential sponsors and UAC to make recommendations for release to ORR in conjunction with the Case Manager.

• Assisting ORR in ensuring that children are placed in the least restrictive setting while receiving all appropriate services.

• Meeting with individual UAC and care provider staff at designated ORR-funded care provider sites.

• Providing targeted child welfare-based assistance to care provider staff, as directed by ORR staff.

• Making recommendations for home study and post-release services for at-risk children.

• Making placement recommendations for children who require more specialized levels of care, such as long-term foster care and residential treatment centers.

• Participating in collaborative meetings with local stakeholders; and

• Participating in staffing of cases with care providers and designated ORR staff.

The contractor shall provide a monthly summary report of all case coordination activities at ICFs, including timely reviews, home study and post-release recommendations, and participation in case staffing. Reports shall include quantitative data (case counts, timelines, participation rates) and qualitative notes (issues, barriers, corrective actions). Reports are due to the COR no later than 15 calendar days following the close of the previous month.

Historically, ORR has experienced periods when a higher number of referrals of UAC are received than at other times of the year. These periodic intervals are called an “influx.” Annually, ORR reviews contingency plans based on actual and anticipated UAC referral numbers to monitor available resources in light of expected needs. During an influx, ORR may not have sufficient bed space available within its licensed care provider network to place UAC. In this situation, ORR arranges for the use of ICFs to provide supplemental bed capacity. Because of the emergency nature of ICFs, they may not be licensed or may be exempted from licensing requirements by State and/or local licensing agencies.

At an ICF, the contractor shall provide a caseload ratio of no more than 1:85 cases to one Case Coordinator. The contractor shall have the capability and capacity to scale up and down as determined by ORR. Case Coordination services at an ICF site shall be virtual, telephonic, and onsite monthly to meet case management and site requirements. ORR may request additional case coordination support for ICFs.

Case Coordinators assigned and/or deployed to an influx site will staff complex cases as determined by Care Providers and FFSs. The contractor shall carry out all required main responsibilities as stipulated in the PWS. It is recognized that centralized teams may be utilized for providing timely review, assessment, and recommendation of release requests to ORR to ensure the release of UAC to a sponsor promptly once it is determined that the sponsor is able to provide for the child’s safety and well-being.

The contractor shall ensure that all Case Coordinators utilize ORR data sources including, but not limited to, Tableau, Throughput Key Performance Indicators (TKPI), and any other designated ORR data tools to inform staffing conversations, generate required reports and or ad-hoc reports and elevate trends to ORR and FFS.

2.5.1 Subtask: Staffing Plan

The contractor shall describe proposed staffing, including structure and level of expertise sufficient to fulfill contractual responsibilities in the Case Coordination program in an updated staffing plan within thirty (30) calendar days of contract award (original provided by all offerors in their proposals).

The contractor and COR will establish clear lines of reporting and communication as per ORR's policies and procedures or as needed for the efficient operation of the program after discussion between the COR and contractor. The contractor will maintain a clear and independent supervisory structure with their organization for all personnel issues including, among others, evaluation of job performance, designation of work responsibilities, work schedules, personal and sick leave, and professional development, etc.

In the event ORR determines that the contractor’s staffing levels or personnel performance do not conform to contract requirements, ORR will advise the contractor in writing and the contractor shall have thirty (30) calendar days to remedy the identified deficiencies. If, after consultation with the contractor, ORR has determined the actions taken do not remedy the concerns and that the personnel are incapable of carrying out the responsibilities outlined in the contract, ORR shall notify the CO for appropriate contractual action.

Any such determination by ORR will be made in a consultative manner with the contractor and the CO and should be coordinated and carried out within thirty (30) calendar days of the request. Replacement of the identified contractor personnel, if necessary, shall also be coordinated in consultation with ORR.

The contractor shall maintain case coordination operations for full service of the permanent network coverage Monday-Friday 8:00AM-5:00PM local time. The contractor shall only provide weekend and holiday case processing support via a Remote Ops Team during surge/influx periods upon the release of additional beds. Weekend and holiday support will be provided at the direction of the government. The contractor is responsible to maintain overall coverage of task assignments. However, special arrangements may be made with the COR for special agency holidays and events per the Contractor's policies. In the event that a case coordinator is unable to cover his/her region, a backup must be assigned for the duration of his/her absence. The contractor is responsible to notify ORR staff of coverage plan for any staff absence.

The contractor shall provide the necessary backup coverage in developing their staffing plan to ensure proper coverage of staffing during vacation, leave, replacement of staff, etc. The contractor is responsible for notifying ORR staff in writing of a coverage plan for any staff absence.

2.5.2 Subtask: Scale Up/Scale Down:

It is estimated that case coordinator services will be requested for up to 10,000 bed capacity for UAC (inclusive of influx sites) (5,000 for standard operations, an additional 1,000 beds will be released should the need arise for influx/surge in order to reach a total capacity of 10,000. Capacity may vary depending on migration patterns. The contractor shall commence scale-up and scale-down activities at the direction, coordination, and approval of the CO, but on advice of the COR. The contractor shall submit a plan to address fluctuations in capacity within fourteen (14) calendar days, for its implementation within forty-five

(45) calendar days of approval to increase and thirty (30) calendar days to decrease their operations under this award. The areas and/or projected bed capacity are subject to change should there be additions to the ORR shelter network. Upon reaching 85% of 5,000 for three (3) calendar days, an additional 1,000 beds will be released in (5) five increments for a total of 5,000 additional beds. The areas and/or projected bed capacity are subject to change should there be additions to the ORR shelter network.

ORR may activate and open an ICF when ORR’s operational capacity is at or exceeds 85% for a period of three (3) calendar days. Operational capacity refers to the net bed capacity of ORR’s State-licensed shelters and transitional foster care programs. ORR ceases placements of UAC at an ICF if operational capacity drops below 85% for a period of at least seven (7) consecutive days. ORR provides for the orderly transfer of UAC from an ICF provided operational capacity is below 75% and the transfer of UAC from ICFs into ORR’s licensed permanent network does not raise operational capacity above 75%.

The contractor shall designate Supervisory Case Coordinators responsible for overseeing staff, serving as point of contact for concerns/feedback from UAC, sponsors, and stakeholders regarding the contractor’s services, and provision of case coverage. The Supervisory Case Coordinators shall assist the Project Manager with work assignments and other team coordination needs as established in the position description.

The COR/ORR will work in consultation with the contractor to ensure locations and workloads are appropriate. ORR reserves the right to modify the number and location of Case Coordinators, Supervisory Case Coordinators, and Direct Operation Coordinators as well as staffing requirements based on the shifting demands of the program.

2.5.3 Subtask: Case Coordinator

The Case Coordinator roles shall have a master’s degree in social work or a social science-related discipline and at least two (2) years of demonstrated post-graduate child welfare experience or at least three years of demonstrated post-undergraduate child welfare experience. Alternatively, Case Coordinators shall have a bachelor’s degree in social work or a social science-related discipline and at least five years of demonstrated child-welfare experience, or a non-qualifying bachelor's degree and at least seven (7) years of demonstrated post-degree child-welfare experience. It is preferred but not required that Case Coordinators be bilingual in English and Spanish, to review case documents and interview children. Prior experience working with immigrant youth and families is highly preferred. Experience with Tableau is highly preferred.

2.5.4 Subtask: Key Personnel

ORR has designated the following positions as Key Personnel:

1. Project Manager and Deputy Project Manager

2. Supervisory Case Coordinator

3. Direct Operations Coordinator

Project Manager/Deputy Project Manager The contractor shall provide one (1) Project Manager and one (1) Deputy Project Manager. The Project Manager and Deputy Project Manager shall maintain a high level of expertise in child welfare, juvenile justice, and serving immigrant youth and families at the management level. Specifically, the Project Manager and Deputy shall have a master’s degree or higher in Social Work, a social science-related discipline, or background in law, and at least five (5) years of demonstrated child welfare experience.

Experience working with immigrant youth and families and underserved populations is strongly encouraged. The hire of the Project Manager and Deputy Project Manager, or any replacements thereof, must be approved in writing by the COR.

The Project Manager shall be the contractor's primary point of contact for COR and shall oversee staffing, management, and reporting. Based on direction from ORR, the Project Manager will direct work priorities to maintain a professionally managed program. The Project Manager or supervisory designee shall conduct annual site reviews of all Case Coordinators to evaluate Case Coordination compliance with the Contract, ORR policy and procedures, timely performance of tasks and deliverables, collaboration with ORR and stakeholders, and training needs. Summaries and findings from site reviews shall be incorporated into the quarterly performance report. Copies of site visit reviews shall be provided to the COR upon request. The contractor shall review the Project Manager Position description with the COR and obtain approval before advertising and disseminating job announcements.

Supervisory Case Coordinator The hire of the Supervisory Case Coordinators and Direct Operations Case Coordinator, or any replacements thereof, must be approved in writing by the COR. Supervisory Case Coordinators shall have a Master’s degree in social work (MSW) and five (5) years of postgraduate direct service delivery experience working with youth and trauma-informed care; or a Master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience is a program requirement.

Supervisory experience is required. Licensure preferred.

Direct Operations Coordinator Direct Operations Coordinators shall have a Master’s Degree in Social Work social science-related discipline and five years of demonstrated post-graduate child welfare, case management, social service, and/or mental health professional experience, or a Bachelor’s degree in Social Work, or social science-related discipline and eight years of demonstrated post-graduate child welfare, social service, case management and/or mental health professional experience or a non-qualifying bachelor's degree and at least ten (10) years of demonstrated post-degree child welfare experience. Bilingual in English / Spanish and Supervisory Experience is also preferred.

2.5.5 Subtask: Key Personnel Substitution

The contractor shall not replace any personnel designated as Key Personnel without the written concurrence of the CO. Before utilizing other than personnel specified at the time of proposal submission, the contractor shall notify the Government CO and the COR. This notification shall be no later than ten

(10) calendar days in advance of any proposed substitution and shall include justification including resume(s) and labor category of proposed substitution(s) in sufficient detail to permit evaluation of the impact on the contract performance.

2.6 TASK SIX - DUTY STATIONS WITH CARE PROVIDERS AND ORR STAFF

The contractor shall provide case coordinator coverage to support regular visits, to care providers that are located outside ORR’s main duty station areas.

2.6.1 Subtask: Weekly Visits

The contractor shall make, at a minimum, weekly visits to all care providers within their assigned local duty station to meet with care provider staff and to staff all cases. All weekly visits shall be captured and submitted in a weekly report to the assigned FFS Supervisor and FFS. The project manager shall compile all weekly reports for submission to the COR.

The contractor’s designated duty station shall be located within proximity of an ORR-funded care provider facility, as approved by the COR in consultation with the contractor, taking into consideration the number and location of care providers within the Case Coordinator's designed area.

Case Coordinators shall collaborate on weekly case staffing meetings with care providers and designated ORR staff, remotely, in-person or in the event of a surge/influx, at the care providers’ facility.