PWS_National ASL_PDAP_20241107.pdf

Department of Homeland Security (DHS) U.S. Citizenship and Immigration Services (USCIS)

Civil Rights and DEIA Office (CRDO) Public Access Branch (PAB)

PERFORMANCE WORK STATEMENT (PWS)

1.0 TITLE OF PROJECT:

Public Accommodations for Deaf or Hard of Hearing Applicants.

2.0 BACKGROUND:

USCIS is the agency under DHS that is responsible for adjudicating requests for immigration benefits such as asylum, adjustment of status, and naturalization. USCIS’s mission is to uphold America’s promise as a nation of welcome and possibility with fairness, integrity, and respect for all we serve. The PAB in CRDO supports the USCIS mission by helping USCIS ensure that members of the public with disabilities have equal access to USCIS programs, services and activities.

USCIS customers, also referred to as applicants, sometimes must attend in-person appointments at USCIS offices located throughout the United States. Some customers with disabilities require communication accommodations for their appointments.

3.0 SCOPE:

To provide in-person and virtual communication accommodations services in support of

USCIS’s applicants who are hard of hearing, deaf, deafblind, or have other medical conditions or disabilities.

4.0 OBJECTIVE:

There are different types of appointments that members of the public have with USCIS, such as interview appointments, biometric appointments, oath ceremony appointments and Information Services Modernization Program (InfoMod). Due to the nature of interviews and the expected outcomes regarding benefits such as asylum and U.S. citizenship, the Contractor shall provide, to the maximum extent possible, in-person interpretation services for USCIS interviews.

When in-person interpretation services are not available, the contractor shall provide virtual interpretation services as authorized by the Government. The contractor shall provide virtual interpretation services for biometric appointments (available on-demand) and naturalization oath ceremonies, unless in-person services are specifically requested by the applicant. The contractor shall provide Communication Access Realtime Translation (CART) services (may be provided remotely).

It is possible for some events to take place after normal business hours, on weekends and holidays. It is possible that services may at some point be needed in some locations on a regular basis instead of ad hoc. Scheduled meetings, interviews, ceremonies, and other events are crucial for USCIS employees and members of the public with disabilities to attend, and it is imperative

DHS USCIS

CRDO PAB

that services are received so that they can fully participate.

5.0 APPLICABLE DOCUMENTS:

a. Section 504 of the Rehabilitation Act of 1973, as amended;

b. Section 508 of the Rehabilitation Act of 1973;

c. Title I of the Americans with Disabilities Act of 1990 (ADA);

d. The ADA Amendments Act of 2008;

e. Section 501 of the Rehabilitation Act of 1973, as amended;

f. The Genetic Information Nondiscrimination Act of 2008 (GINA): http://www.eeoc.gov/

6.0 SPECIFIC TASKS/REQUIREMENTS:

6.1 Interpretation Services

The Contractor shall provide a minimum of two (2) of each type of Interpreter (i.e., American Sign Language (ASL) and Deaf Interpreter (DI)) for in-person services and a minimum of one (1) of each type of Interpreter for virtual interpretation services for an average of 375 appointments, meetings or events for each twelve (12) month period, on an as-needed basis for appointments during normal business hours and occasionally outside of normal business hours. If the number of appoints exceeds 375 in a 12-month period the contractor shall provide in person and virtual interpretation services for an average of 375 appointments, meetings or events for the remaining portion of each twelve (12) month period.

Appointments, meetings, and events that require these services include but are not limited to:

Event Type Estimated Frequency Estimated Event Length Interviews (ASL) 55% One (1) to Three (3) hours Interviews (ASL and DI) 20% One (1) to Three (3) hours Oath Ceremonies 20% one (1) to two (2) hours Biometrics Less than 1 % five (5) to 20 minutes InfoMod, etc. Less than 1% typically, less than 30 minutes Public Engagements/ Trainings Less than 1% one (1) to two (2) hours Naturalization teacher training Less than 1% two (2) days Website Content Less than 1%

a. No Contractor employee is authorized to perform work at a Government site without a Government employee being present.

https://www.dol.gov/oasam/regs/statutes/sec504.htm https://www.section508.gov/manage/laws-and-policies http://www.eeoc.gov/laws/statutes/ada.cfm https://www.congress.gov/bill/110th-congress/senate-bill/3406 http://www.eeoc.gov/laws/statutes/rehab.cfm http://www.eeoc.gov/laws/statutes/gina.cfm http://www.eeoc.gov/

b. Should a Contractor badge provided by the Government be lost, damaged, or destroyed, the Contractor shall notify the Contracting Officer’s Representative (COR) or local office point of contact immediately upon discovery of the loss so that the badge can be replaced by the Government. ID badges are to be worn, conspicuously, at all times while Contractor employees are on site at USCIS facilities.

c. In the event the Contractor terminates employees assigned to this Task Order, or a Contractor employee resigns, the Contractor is obligated to inform the COR, in writing, within one (1) business day of the termination/resignation.

d. In the event an assigned interpreter becomes unavailable for a job, the Contractor shall send a qualified replacement interpreter.

6.2 Appointment Service Reports:

The Contractor is required to submit an Appointment Service Report Deliverable Item

Description (DID#1) detailing each service event, which is due no later than the seventh (7th) calendar day following the end of each month, and shall include the following information at a minimum:

Date, time, duration of hours/minutes.

USCIS location where the service was provided, or state virtual if services were provided virtually.

Amount charged.

Description of event.

Any problems and mitigation of issue(s)/follow-up needed.

Applicant’s Alien Number (A #).

Schedule Reports:

The Contractor shall submit a Schedule Report (DID#2) of the Contractor employees assigned for services one (1) week prior to the scheduled services.

6.3 Phase-in:

6.3.1 Security Clearance Package Submission & Entry On Duty (EOD) Process:

a. All Contractor personnel (maximum of six (6) hours per person) identified to work on this Task Order shall complete all forms required for security packages within the timeframes established and directed by the USCIS Office of Security and Integrity (OSI). The Government will provide the required forms upon request. The contractor shall adhere to the deadlines and timeframes established by USCIS OSI throughout the EOD process. Contractor personnel shall not perform services without an approved EOD from OSI. The contractor shall provide Security Package Submission Report (DID#3) within 5 business days After Date Of Award.

b. Contractor employees performing services for the following types of appointments and meetings only, will not be required to be cleared by USCIS, OSI; will not be subject to going through the EOD process listed in this PWS; and will not be required to complete the DHS/USCIS mandatory training listed in this PWS:

1. Oath ceremonies;

2. Biometrics appointments; and

3. Other ad hoc appointments identified by USCIS.

6.3.2 DHS/USCIS Mandatory Training:

The Contractor shall complete all initial and annual DHS/USCIS mandatory trainings (maximum of six (6) hours per person per calendar year) as early as possible during the onboarding process and in compliance with timeframes established by USCIS OSI. The contractor shall provide via email to the COR and CO the DHS/USCIS Mandatory Training Completion Report (DID#4) consisting of attestation and/or certificate proof of completion for each employee that performs services on the contract in accordance with the Security Requirements section of this task order.

7.0 CONTRACTOR PERSONNEL & QUALIFICATIONS:

7.1 The Contractor shall provide qualified personnel to perform all requirements specified in this PWS. An adequate number of cleared and qualified Contractor personnel shall be readily available to ensure continuity of services. All Contractor personnel working on this Task Order shall possess the necessary security clearance as addressed in the Security Requirements section of this Task Order. The Contractor shall be timely and responsive during the performance of work. Contractor personnel shall be courteous, respectful, responsible, and professional at all times. The Contractor shall provide all necessary personnel to meet the requirements herein.

7.2 Sign Language Interpreter (SLI), ASL & Video Remote Interpreter (VRI)

Qualifications:

Contractor personnel providing SLI, ASL, and VRI services, whether primary or additional, shall meet all the qualifications listed below and must go through the EOD process, as applicable, upon award of the Task Order:

a. Be 18 years old or older.

b. Hold a high school diploma or equivalent.

c. Be a U.S. citizen.

d. Fluency in ASL or requested system depending on the effective communication access needed by the Task Order.

e. Be certified/qualified in interpreting English to ASL, or other sign system, and transliterating from ASL, or other sign system, to English.

f. Have a minimum of three (3) years of experience that involved transliterating and interpreting using ASL or other sign system depending on the effective communication access needed by the contract.

g. Have a minimum of one (1) year of experience that involved training program development, evaluation, or instruction in a program of training.

h. Be registered with the Registry of Interpreters for the Deaf (RID) and hold a certification of National Interpreter Certification (NIC) or Certified Deaf Interpreter (CDI) or have a state-equivalent certification/licensure; and Comply with the Professional Code of Ethics established by RID or state professional ethics established by the states.

i. Have the ability to voice interpret when a deaf or hard of hearing person’s speech is not easily understood or the person requests voice interpretation.

j. Have the ability to imitate nuances, tone information, inflection, and the spirit of the speaker’s voice to enable the deaf or hard of hearing person to fully receive and send messages.

k. Interpreters must be courteous.

l. When more than one (1) interpreter is needed for an assignment, interpreters must work collaboratively and professionally with each other.

7.3 Deaf Interpreter and Certified Deaf Interpreter QUALIFICATIONS:

Contractor personnel providing DI/CDI services, whether primary or additional, must meet all the qualifications listed below and must go through the EOD process, as applicable, upon award of the Task Order:

c. Be a U.S. citizen.

d. Possess native or nearly native fluency in ASL or requested system depending on the effective communication access needed by the Task Order.

e. Be certified/qualified in interpreting English to ASL, or other sign system, and transliterating from ASL, or other sign system, to English.

f. Have demonstrated knowledge and understanding of interpreting, deafness, the Deaf community, and Deaf culture.

g. Have specialized training and/or experience in the use of gesture, props, drawings and other tools to enhance communication.

h. Be registered with the RID, hold a certification of CDI and comply with the

Professional Code of Ethics established by RID or state professional ethics established by the states.

i. Interpreters must be courteous.

j. When more than one (1) interpreter is needed for an assignment, interpreters must

k. On an as-needed basis, USCIS will consider accepting services from non-certified Deaf Interpreters when a Certified Deaf Interpreter is not available.

7.4 TACTILE INTERPRETER QUALIFICATIONS:

Contractor personnel providing tactile interpretation services, whether primary or additional, must meet all the qualifications listed below and must go through the EOD process, as applicable, upon award of the Task Order:

c. Be a U.S. citizen.

d. Fluency in ASL or requested system depending on the effective communication access needed by the Task Order.

e. Be certified/qualified in interpreting English to ASL, or other sign system, and transliterating from ASL, or other sign system, to English.

f. Be fluent in hand-over-hand sign language using any preferred sign system.

g. Have a minimum of three (3) years of experience that involved transliterating and interpreting using ASL or other sign system depending on the effective communication access needed by the contract.

h. Be registered with the RID and hold a certification of NIC or CDI or have a state-equivalent certification/licensure; and comply with the Professional Code of Ethics established by RID or state professional ethics established by the states.

i. Have the ability to voice interpret when a deaf or hard of hearing person’s speech is not easily understood or the person requests voice interpretation.

j. Have the ability to imitate nuances, tone information, inflection, and the spirit of the speaker’s voice to enable the deaf or hard of hearing person to fully receive and send messages.

k. Interpreters must be courteous.

l. When more than one (1) interpreter is needed for an assignment, interpreters must

7.5 CART REPORTER QUALIFICATIONS:

Contractor personnel providing CART services, whether primary or additional, must meet all the qualifications listed below and must go through the EOD process, as applicable, upon award of the Task Order:

c. Be a U.S. citizen or foreign national who has been lawfully admitted for permanent residence; however, if the Contractor will access the DHS network or intranet, they must be a U.S. citizen.

d. Qualified/certified members in good standing of National Court Reporters

Association (NCRA) or equivalent.

e. Must have one (1) of the following certifications from NCRA or equivalent:

1. Certified Realtime Reporter (CRR);

2. Certified CART Reporter (CCP); or

3. Certified Broadcast Captioner (CBC).

f. Be able to interpret and transcribe technical terminology, laws, regulations, concepts, practices, legal terminology, and other information pertaining to criminal investigations, forensic services, treasury obligation, and personnel and payroll operations. This includes a working knowledge of acronyms used by DHS and its components.

g. Have a high degree of accuracy and understanding of complex and technical subject matter.

h. CART reporters must be courteous and prompt.

7.6 Employment Eligibility Verification: The individual(s) or agent authorized to bind the

Contractor organization shall complete its Attestation of Compliance with FAR Clause 52.222- 54-Employment Eligibility Verification (DID#5) and submit via email to the CO.

8.0 CONTRACT STATUS MEETINGS:

The COR and the Program Manager may hold status meetings with the Contractor on an as-needed basis to review and discuss:

Compliance with schedule and deliverables; and

Issues that could positively or negatively impact the schedule or deliverables.

The Contractor shall participate in these meetings. The Contracting Officer (CO) may participate in these status meetings. Representatives from supported offices may be invited to participate in these meetings as well.

9.0 POST AWARD CONFERENCE:

The Contractor shall attend the Post-award conference led by the Government within 15 business days after award of the Task Order. The meeting will be held to establish the roles and responsibilities of the Government officials who will administer the contract. Items discussed will include the authority of Government personnel, administration of the contract, contract deliverable requirements, contract provisions, Government procedures for monitoring and measuring performance, and Contractor billing and payment procedures.

10.0 STAFFING PLAN:

The Contractor shall provide and implement the final staffing plan (DID#6) no later than three (3) business days after date of award. The staffing plan shall include, but not be limited to, the processes of:

Hiring initial staff;

The approximate number of staff for this requirement;

Rapid creation and submittal of security clearance packages;

Training additional staff; and

Plan for continuity of services, including but not limited to a contingency plan if there is a no show for a scheduled interpreter and retention of existing staff and plan for replacement(s) in the event Contractor employee(s) separate employment.

11.0 DELIVERABLES:

The Contractor shall provide all deliverables to the COR and the CO, as specified in the PWS, for review and acceptance.

The Contractor shall provide the deliverables in electronic format to the maximum extent possible.

All documentation developed by the Contractor shall become the property of the

Government; therefore, the Contractor shall ensure the documentation do not contain proprietary markings.

The Contractor shall submit the deliverables agreed upon to the CO and COR the following business day for review and acceptance.

The Government will have 15 business days to review and provide comments to the

Contractor prior to acceptance of all deliverables.

The Contractor shall respond as described above within seven (7) business days after receipt of Government comments.

DID

# Deliverable Due Date

PWS

Paragraph Reference Section

1 Appointment Service Report No Later Than The 7th Day Following the End of Each Month. 6.1

2 Schedule Report One (1) Week Prior to Scheduled Services 6.3

Security Package Submission Report

No Later Than Five (5) Business Day After Date Of Award, Weekly During Phase-In And As Needed To Maintain Adequate Staffing After Authorization To Proceed (ATP) Is Issued Via Modification.

6.4.1

4 DHS/USCIS Mandatory Training Completion Report Weekly, Until Complete. 6.4.2

5 Attestation of Compliance with FAR Clause 52.222-54 Employment Eligibility Verification

Shall Be In Accordance With The Enrollment And Verification Requirements At FAR 52.222- 54(B)(1) And (2).

7.7

Staffing Plan No Later Than Three (3) Business Day

After Date Of Award, Weekly During 10.0

DID

# Deliverable Due Date

PWS

Paragraph Reference Section

Phase-In And Monthly After Authorization To Proceed (ATP) Is Issued Via Modification.

12.0 TRAVEL:

When local interpreters (within 50 miles of Places of Performance in paragraph 13.0) are not available for an assignment, the Contractor may be required to travel more than a 50-mile radius to Places of Performance in paragraph 13.0 and the cost of travel may be offered as a reimbursable cost and may be billed against a Travel contract line-item number (CLIN).

12.1 Travel is required to support USCIS employees who are deaf are hard of hearing at special events, ceremonies, trainings, and other activities that are a part of the regular job duties of those employees. Travel locations will vary based on employee need and can range from a variety of site locations that may include USCIS Field Offices, Application Support Centers, and Service Centers nationwide, as well as, other federal buildings, commercial training facilities, and special event facilities. Travel locations will be within the continental United States.

Travel insurance will not be reimbursed by the Government. The Government will not reimburse local travel within a 50-mile radius from the Place of Performance.

Costs associated with long distance travel will be reimbursed in accordance with the Federal Travel Regulation (FTR), the current General Services Administration (GSA) per diem and mileage rate, and FAR 52.212-4, Alt I. For all long-distance travel, the Contractor shall obtain COR concurrence in writing before execution CO approval as soon as possible but no later than 48 hours prior to the required travel to minimize travel costs.

The Contractor shall submit a written request via email to the COR as far in advance as possible but no later than 48 hours from the date the travel requirement is known. Short notice travel requirements may arise; however, when the Contractor has advanced notice, the Contractor shall submit a written request for travel at least one (1) week in advance of any anticipated travel in order to allow sufficient time for notification and approval by the CO prior to booking travel arrangements.

Within 5 days of obtaining COR concurrence, the CO will provide approval/authorization for Contractor travel. The Contractor shall make all travel arrangements to include transmitting clearances and arranging for transportation to meet the travel requirement in accordance with the FTR. For any expenses exceeding $75.00, the Contractor shall provide receipt copies along with the invoice document pertaining to a particular travel event. No service fee will be allowed for travel costs.

All documentation associated with the travel and all receipts shall be submitted with monthly invoices.

The following information shall be provided in the request:

• Names of individuals who will be traveling;

• Names of the Government points of contact who will provide oversight;

• Inclusive dates and locations of the proposed travel;

• Reason for travel including business justification, goals, activities and expected outcomes; and

• Cost estimate for travel expenses.

12.2 PARKING: When free parking is not available, the Contractor shall notify the COR and obtain concurrence to use metered parking. Contractor personnel may be reimbursed for parking services not to exceed $2,080.00 per month.

13.0 PLACE(S) OF PERFORMANCE:

The Contractor shall perform in-person services, when requested, at the primary place(s) of performance outlined in Attachment E-USCIS Locations and other non-USCIS location(s) including but not limited to judicial oath ceremonies, home visits, etc. The Government will provide advance notice to the Contractor for the services required at the non-USCIS locations.

Locations for in-person services are subject to change based on Government need.

The Contractor shall perform virtual as specified and established by the Government.

For additional information please see the links contained here.

14.0 PERIOD OF PERFORMANCE (POP):

Base POP: 12 Months – [TBD] Optional Period # 1 POP: 12 Months – [TBD] Total Potential POP: 24 Months – [TBD]

15.0 HOURS OF OPERATION:

Normal business hours for USCIS are 6:00 AM to 6:00 PM local time, Monday through Friday, excluding Federal holidays. However, some offices conduct appointments on Saturdays.

The Contractor shall coordinate with the COR for the hours of operation specific to the Places of Performances outlined in paragraph 13.0.

16.0 FEDERAL HOLIDAYS:

https://www.uscis.gov/about-us/find-a-uscis-office

A current list of Federal holidays is located at the following website:

http://www.opm.gov/Operating_Status_Schedules/fedhol/2011.asp

17.0 OTHER UNIQUE REQUIREMENTS:

17.1 GOVERNMENT QUALITY ASSURANCE:

The COR will inspect Contractor performance for compliance with the PWS and

Performance Requirements Summary (PRS) requirements throughout the Task Order POP. The Government intends to monitor the Contractor’s performance by performing checks in accordance with the PRS.

17.2 CONTRACTOR DEFICIENCY REPORTS (CDRs):

When the Contractor’s performance is unsatisfactory, the CO will issue a CDR to the

Contractor. The Contractor shall reply to the CO in writing within seven (7) calendar days of notification and in accordance with instructions contained therein, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to preclude recurrence.

17.3 PERFORMANCE REQUIREMENTS SUMMARY (PRS):

PERFORMANCE STANDARDS:

This Task Order includes a PRS. The PRS plays an integral role in the administration of the Task Order. In addition to any applicable inspection clauses or other related terms and conditions contained in the Task Order, the PRS shall serve as a primary tool for inspection and acceptance of services as facilitated by the COR. Evaluation of the Contractor’s overall performance shall be in accordance with the performance standards set forth in the PRS, and will be conducted by the COR. The PRS constitutes a material aspect of the contract and will not be changed or otherwise modified without prior written approval of the CO.

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet those standards. The PRS of the PWS includes performance standards. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the stated Acceptable Quality Level (AQL).

The PRS tables below sets forth the expected requirements of the Task Order. The

PRS is not an exclusive remedy and inclusion of the PRS does not preclude the Government from using any other remedy available by law or contract terms, including reductions in payment in accordance with any clause for inspection of services. Changes to the standards will be made by bilateral agreement.

http://www.opm.gov/Operating_Status_Schedules/fedhol/2011.asp

PRS

Item

Objective Performance Requirement Description

Acceptable Quality Level

(AQL)

PWS

Reference Section

Measurement Disincentive

1 Fulfill Requests

Fulfill Service Requests In Accordance With the

PWS.

+95% 6.1, 6.2, 6.3, 6.4 & 6.5

Ongoing Monitoring

Service Requests Not Fulfilled Within the AQL Shall Result In A $300.00 Deduction Of The Monthly Invoice For Each One (1) Occurrence.

Prepare And Provide Service Reports

Deliver Reports In Accordance With The

PWS.

+95% 6.6 & 10.0 Ongoing Monitoring

Reports Not Delivered Within The Time Standard Shall Result In A $100.00 Deduction Of The Monthly Invoice For Each One (1) Calendar Day The Report Is Late.

Prepare And Provide Schedule Reports

Deliver Reports In Accordance With The

PWS.

+95% 6.6 & 10.0 Ongoing Monitoring

Reports Not Delivered Within The Time Standard Shall Result In A $100.00 Deduction Of The Monthly Invoice For Each One (1) Calendar Day The Report Is Late.

4 EOD

Contractor Assigns Personnel With Approved

EOD.

100% 7.1, 7.2.1 & 10.0

Ongoing Monitoring

Contractor Personnel Cannot Perform Services Without An Approved EOD.

Any Services Performed Without Authorization Is Not Billable To The Government.

An Additional Invoice Credit Equivalent To The

PRS

Item

Objective Performance Requirement Description

Acceptable Quality Level

(AQL)

PWS

Reference Section

Measurement Disincentive

Value Of Contract Services Assigned To An Interpreter Who Does Not Have An Approved EOD.

Security Clearance Package Submission

Submit Security Clearance Packages In Accordance With The

PWS.

100% 7.1, 7.2.1 & 10.0

Ongoing Monitoring

Reports Not Delivered Within The Time Standard Shall Result In A $100.00 Deduction Of The Monthly Invoice For Each One (1) Calendar Day The Report Is Late.

Prepare And Provide

DHS/USCI

S Mandatory Training Completion Report

Deliver Report Of Completed Mandatory Trainings In Accordance With The

PWS.

100% 7.1, 7.2.2 & 10.0

Ongoing Monitoring

Reports Not Delivered Within The Time Standard Shall Result In A $100.00 Deduction Of The Monthly Invoice For Each One (1) Calendar Day The Report Is Late.

7 Staffing Plan

Deliver Staffing Plan In Accordance With The

PWS.

100% 7.1, 7.2.3 & 10.0

Ongoing Monitoring

Staffing Plan Not Delivered Within The Time Standard Shall Result In A $100.00 Deduction Of The Monthly Invoice For Each One (1) Calendar Day The Staffing Plan Is Late.