PWS - Management Support for IHS Executive Secretariat.pdf

STATEMENT OF WORK:

Correspondence Management Support for IHS Executive Secretariat

I. Introduction The Indian Health Service (IHS), an agency within the Department of Health and Human Services, is responsible for providing federal health services to American Indians and Alaska Natives. The mission of IHS is to raise the physical, mental, social, and spiritual health of American Indians and Alaska Natives to the highest level. The IHS, an Operating Division within the Department of Health and Human Services (HHS), operates a comprehensive health services delivery program for American Indians and Alaska Natives, while providing opportunities for maximum Tribal involvement in developing and managing programs designed to meet their health needs. The IHS ExecSec is responsible for handling and coordinating correspondence on behalf of senior executives and ensuring effective communication within the organization and with external stakeholders. The ESS team provides correspondence management support to the IHS Office of the Director (OD), and all IHS Area Offices and Headquarters (HQ) Offices. The objective is to enhance efficiency, accuracy, and timeliness in managing correspondence, thereby improving overall operational effectiveness.

II. Purpose

The purpose of the contract is to provide non-personal correspondence management support services (writing, editing, and coordination support) to the IHS Office of Executive Secretariat Staff (ExecSec) under the Office of the IHS Director. Contractor services shall include drafting, editing, reviewing, tracking, and managing internal and external correspondence to ensure accuracy, clarity, consistency, and timeliness.

III. Tasks

The contractor shall provide the following services:

Correspondence Management:

a. Receive, review, and process incoming correspondence, including letters, memos, emails, and other forms of communication.

b. Ensure accurate and complete documentation of all incoming and outgoing correspondence.

c. Maintain a tracking system for correspondence, including assignment of appropriate action officers and tracking the status of each item.

d. Document standard operating procedures (SOPs) and guidelines for correspondence management processes.

e. Finalize approved responses and ensure timely delivery to the appropriate recipients.

f. Comply with NARA standards for document management.

g. Maintain a database or electronic filing system for easy retrieval and reference of correspondence.

Correspondence Writing/Editing/Quality Control:

a. Conduct thorough reviews of outgoing correspondence to ensure accuracy, clarity, consistency, and adherence to established standards.

b. Verify the proper use of templates, formats, and styles in correspondence.

DRAFT

c. Coordinate with relevant stakeholders to gather information and draft responses to correspondence, ensuring adherence to established guidelines and policies.

d. Perform proofreading, editing, and formatting tasks as necessary.

e. Cross-reference information and data to ensure consistency and accuracy across different correspondence items.

f. Prepare (write) draft replies for review and approval by designated officials.

IV. Schedule of Deliverables The contractor shall deliver the following:

Task(s) Deliverable Medium and Format

Submit to Due Date

1 Deliverable 1.

Monthly report that describes/summarizes the activities performed each month. Report shall include descriptions of issues encountered and proposed solutions and be an aggregate of the daily and weekly reports identified in deliverables 2 and 3 below.

Reports are subject to change based on IHS Leadership requirements.

Electronic PDF Adobe Acrobat or MS Word

Email:

ExecSec Director and attach as supporting documentation with IPP invoice submission for COR review

Monthly on last business day of the month

2 Deliverable 2. Weekly reports summarizing the volume and status of incoming and outgoing correspondence, including metrics on response times and outstanding items.

Reports are subject to change based on IHS Leadership requirements.

Electronic PDF Adobe Acrobat or MS Word

ExecSec Director

Weekly, by COB on Fridays or the next business day if a Friday is a federal holiday

3 Deliverable 3.

Daily reports summarizing the actions using template from leadership.

Reports are subject to change based on IHS Leadership requirements.

Electronic PDF Adobe Acrobat or MS Word

ExecSec Director

Daily at 4:00 PM or as requested by leadership

4 Deliverable 4. Ongoing completed and reviewed correspondence items including draft responses, final versions, and supporting documentation; composing correspondence as needed.

Microsoft Office Suite;

SharePoint online; Adobe;

MS Teams;

OneDrive;

Internal system

ATS

ESS Director As assigned

5 Deliverable 5. Ongoing updated records of correspondence management activities, including relevant databases, filing systems, and documentation of processes and procedures.

Microsoft Office Suite;

SharePoint online; Adobe;

MS Team;

OneDrive;

Internal system

ATS

ESS Director As assigned

6 Deliverable 6. As assigned, updated manuals and SOPs related to correspondence management.

Microsoft Office Suite;

SharePoint online; Adobe;

MS Teams;

OneDrive;

Internal system

ATS

ESS Director As assigned

V. Acceptable Quality Level (AQL) and Performance Standards

Timely

AQL: All correspondence shall be processed and responded to within the established timelines and in accordance with organizational guidelines.

AQL: Documentation shall be completed in compliance with the originating site policies and procedures. The originating site will monitor contractor compliance with this.

Communication: AQL: The contractor shall maintain regular communication with the ESS Director to address any concerns, provide updates, and seek clarification as necessary. No more than two substantiated complaints from IHS internal or external customers in any three-month period.

Reliability: AQL: Contractor shall ensure resources assigned are available at a minimum 40 hours/week during core work hours of 9:00-5:30 EST

Accuracy: AQL: Correspondence shall be reviewed and edited meticulously to ensure accuracy, consistency, and adherence to HHS, IHS, and Federal Government guidelines and standards.

Confidentiality: AQL: The contractor shall maintain strict confidentiality and handle sensitive or classified correspondence with utmost discretion. Zero instances of breaches of HIPAA or Privacy Act violations.

Description of Labor Categories

Senior Writer General Experience: Four (4) years of related experience.

Functional Responsibilities: Researches, organizes, writes, edits, and produces final products for a wide variety of complex documentation. Recommends overall organization and layout, editorial standards, and information relevance. Coordinates documents with internal and external stakeholders as needed. Develops department editing standards and styles. Checks documents for spelling, grammar, and content problems. Interviews with subject-matter experts and leadership personnel as needed to develop or confirm content and requirements.

Minimum Education: Bachelor’s Degree

Communications Specialist General Experience: Two (2) years of related experience.

Functional Responsibilities: Supports the program office, project team, and stakeholders with internal and external communications, planning, tracking, and scheduling of project activities and tasks. Gathers, analyzes, and composes technical information and documentation. Conducts research and ensures the use of proper program and technical terminology. Interprets and reviews reporting documentation for editing and graphics in the preparation of communications, documentation tasks, and reporting deliverables. Establishes schedules for document production and conducts quality assurance/control inspections at specific intervals to ensure standards are met.

Minimum Education: Bachelor’s Degree or equivalent experience

Period of Performance:

BASE YEAR plus one (1) option year.