PWS Phone Answering Services - Philadelphia VAMC.pdf

PERFORMANCE WORK STATEMENT

Department Veteran Affairs Corporal Michael J. Crescenz VA Medical Center

Health Administration Services Philadelphia, Pennsylvania

Administrative Support Services Contract

1. GENERAL REQUIREMENTS AND INTRODUCTION.

1.1 . Currently, CMCVAMC has an immediate need for Telephone Operators. The effort required under this Performance Work Statement (PWS) will require the Contractor to provide all labor and supervision to perform non-personal services Telephone Operator

Switchboard services to the Corporal Michael J. Crescenz VA Medical Center

(CMCVAMC) and its primary satellite locations which are located in, Burlington, NJ, Sewell, NJ, Camden, NJ West Philadelphia, PA and Willow Grove, PA. However, there are other smaller locations associated with this command that may need support periodically. Those locations will be identified as needed

1.1.1 The duties would include, but are not limited to operating office machines, alarm monitoring, and delivering messages. The operators shall utilize Cisco phone Model CP 8841 and Automatic Call Distribution switchboard system, facility paging system, The Contractor shall be able to manage scope, schedule, and is expected to facilitate any action from inception to closure by tasking, tracking, supporting required functions/other personnel/activities, etc. The individuals for the positions are to provide comprehensive telephone and telecommunications support to the VAMC and all associated sites.

1.1.2 Contract personnel shall provide comprehensive telephone and telecommunications support to the, CMCVAMC and all associated sites by processing incoming, outgoing, networked and interoffice calls regarding hospital services, patient information, and providing emergency notification information.

1.1.3 Work includes a significant amount of telecommunications support assignments, which involves a significant amount of customer service in recognizing and routing patient and other inquiries to the correct

CMCVAMC location and program.

1.1.4 Work includes experience/knowledge of the Microsoft office software to include Outlook, Excel, and Word. The Contractor shall be able to manage scope, schedule, and is expected to facilitate any action from inception to closure by tasking, tracking, supporting required functions/other personnel/activities, etc.

1.1.5 Regularly provides excellent customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers. Shall index patient/employee locations via computer terminal and operate emergency equipment pertinent to patient, alarms, police, fires, elevator and disasters.

1.1.6 All routine incoming call both internal and external shall be answered with

(3) rings. All emergency response calls shall be answered within one (2) rings and emergency communicated within 15 seconds. All emergencies must be communicated a minimum 3 times via emergency paging system.

1.2 Definitions/Acronyms - Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and/or interpretation. In case of a conflict in language between the Definitions and other sections of this contract, the language in this section shall govern Contracting Officer (CO)- The person executing this contract on behalf of the Government with the authority to enter into and administer contracts and make related determinations and findings

1.2.1 Point of Contact (POC)- The person from the medical center to take necessary action to ensure Contractor performs in accordance with and adheres to the specifications contained in the contract and to protect the interest of the Government. The POC shall report to the Contracting Officer promptly any indication of non-compliance in order that appropriation action can be taken. The POC has been briefed on the avoidance of personal services and those actions that represent personal services, as well. To counter the circumstances that infer personal services and to preserve the non-personal nature of this contract, the Contractor shall adhere to the following guidelines in the performance of the contract.

1.2.2 CPARS- Contractor Performance Assessment Reporting System

1.2.3 HIPPA- Health Insurance Portability and Accountability Act

1.2.4 POP- Period of Performance

1.2.5 PWS- Performance Work Statement

1.2.6 QASP- Quality Assurance Surveillance Plan

1.2.7 VA- Veterans Affairs

2 PESONNEL QUALIFICAITONS AND REQUIREMENTS

2.1 All Contract personnel shall have a minimum of high school diploma with a minimum one -two years of call center experience and have knowledge and understanding of medical terminology in the related technical fields described.

2.2 All Contract personnel shall receive training in VA procedures and policies. No contract personnel shall be assigned to work under the contract until initial orientation and training are completed.

2.3 All Contract personnel shall be required to wear an identification badge provided by VA.

2.4 Personnel rosters shall be provided to the Contracting Officer. Personnel not shown on the roster as regulars or alternates shall not be permitted to work at VA facility. A copy of the roster shall be provided to VA Police Service.

2.5 CMCVAMC reserves the right to restrict any Contactor employees from performing services under this Contract who do not meet the required qualifications for the services they are to perform, who violate federal and/or any applicable regulations, or are identified as a potential threat to security, safety, health and/or operational mission of the VA and its veteran population.

The restriction of such Contractor personnel shall not relieve the Contractor from performing all the required services, in accordance with all terms, conditions and schedules contained herein.

2.5.1 The Contractor certifies that the Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and

Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals

2.5.2 While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien; foreign national non-immigrant who is in violation their status, as a result of their failure to maintain or comply with the terms and conditions of their admission into the United States.

Additionally, the Contractor is required to comply with all “E-Verify” requirements consistent with “Executive Order 12989” and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations.

2.5.3 The Contractor shall furnish qualified personnel as required by the Contract specifications to accomplish all services under this contract.

2.5.4 Contractor employees shall not represent themselves as VA employees while performing under this contract.

2.5.5 Employees are required to have a Security Clearance, and this will be reflected on individual task orders. Failure to maintain favorable security status will be grounds for immediate removal, and further performance under this contract will not be permitted. Contractor shall submit required forms and documentation to the Veteran

Health Administration Security Clearance Office for clearance processing.

2.5.6 The Government shall be authorized to restrict the employment of any contract employee, or prospective employee, who is identified as a potential threat to the health, safety, security and general well-being of the mission.

2.5.7 Completion of Information Security and Privacy and HIPAA training.

2.6 The Contractor shall provide safety and health program management in accordance with the

OSHA standards.

3 HOURS OF OPERATION

3.1 Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays. The normal work week will be Sunday through Saturday and will consist of no more than 40 hours per week. The following tours of duty and breaks periods are:

Tour Lunch Break

8:00AM - 4:30PM (1) thirty-minute (30) (2) 15 minute

4:00PM - 12:00PM n/a (2) 15 minute

12:00AM - 8:00AM n/a (2) 15 minute

The Contractor shall provide coverage appropriate for the workload with the concurrence of the using service and final concurrence of the Contracting Officer. The contractor will be required to provide coverage for all planned tours. There are no dedicated tours for FTE assigned, all FTE will rotate tour coverage. Flex tours may be assigned based on need of contracting officer.

Monday- Friday Tour FTE

8:00AM - 4:30PM 5

4:00PM - 12:00PM 2

12:00AM - 8:00AM 2

Holiday and Weekend Tour FTE

8:00AM - 4:30PM 2

4:00PM - 12:00PM 2

12:00AM - 8:00AM 2

The contractor will be required to performer services on all federal holidays and any approved unplanned holiday:

New Year's Day Labor Day

Martin Luther King' s Birthday Columbus Day

Washington's Birthday Veterans Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

4 PERFORMANCE STANDARDS, QUALITY ASURANCE (QA) AND QUALITY

IMPROVEMENTS

4.1 The Contractor shall have a Quality Control Program to assure requirements of the contract are provided as specified. The Contractor shall provide two copies of the program to the

Contracting Officer within one month from the onset of contract performance and changes thereafter as they occur. The program shall include, but not limited to the following:

4.1.1 A method(s) for identifying and preventing deficiencies in the quality of services performed before the level of performance become unacceptable.

4.1.2 The Government will monitor the Contractor's performance under this contract using the quality assurance procedures in the POC’s Surveillance Plan.

4.1.3 The Contractor shall meet with the POC according to a schedule established by the

POC.

4.1.4 A Performance Evaluation Meeting will be held bi-monthly to discuss and resolve any deficiencies to the contract. Other concerns of either the POC, CO or the Contractor will also be discussed during these meetings. This will be done on the regularly scheduled meetings with Project Manager.

5 TELEPHONE/SWITCHBOARD OPERATORS TASKS

5.1 Answer and process all incoming internal and external calls

5.1.1 Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order.

5.1.2 Incoming calls shall be routed appropriately throughout the facility.

5.1.3 Responsible for immediate, professional responses to and recording the following:

emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.

5.1.4 Follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.

5.1.5 Operate centralized telephone system to receive and connect incoming and outgoing calls utilizing the CMCVAMC computerized equipment and telecommunications software.

5.1.6 Provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers.

5.1.7 Operates the internal and external paging system to facilitate paging requests of authorized personnel.

5.1.8 Maintains and electronically prints inpatient ward information every two hours, each tour.

5.1.9 Responds to alarms appropriately based on hospital policy, announce emergency response codes, activate paging systems, dispatch information regarding alarms, operate two-way radio, and perform calmly, competently, and quickly in emergency situations.

5.2 Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary

5.2.1 Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems

(FTS) calls.

5.2.2 Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, when a situation of this type arises.

5.3 Reporting Telephone Equipment Malfunctions:

5.3.1 Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.

5.3.2 Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS).

5.3.3Tests the computer and telecommunications equipment for operation, monitoring, and controlling operations during processing, and takes prompt action in response to programmed instructions, machine failures, or unscheduled halts.

5.4 Performs work in support of the facility communication system and is responsible for operating on the following systems: Telephone systems, 911 calls, prioritizing calls, digital pagers, public address system, telephone devices for deaf (TDD), nurses responder hotline for

Critical Care, Emergency Department, Cardiac Catheterization Laboratory to announce medical emergencies; emergency communications equipment (Motorola Base radio emergency frequency and Motorola portable handheld radio).

5.5 Accurately utilizes the features of the telephone consoles, headsets, telephones and other related equipment. Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations.

5.6 Performs appropriate system maintenance procedures. Inputs collections and/or changes to data stored in the system. Monitors the errors and initiates corrective action. Assists in training other personnel in the proper use, operation, and care of computer and telecommunications equipment.

6 CONTRACTOR’S RESPONSIBLITIES

6.1 Contract personnel shall become familiar with the functions of the different services within the facility. With this knowledge, determine the area within the campus when the caller does not know the telephone extension.

6.2 Contractor shall always, including periods of excessively heavy workload and during absences of contract personnel, provide adequate coverage wherein telephone service is not impeded.

6.3 Contractor should also provide the following: Providing training to subordinate employee.

6.3.1 Prepare vacation schedules.

6.3.2 Monitor contract personnel time and leave to include call outs and lateness

6.3.3 Correct deficiencies

6.3.4 Maintain discipline within the area

7 GENERAL REQUIREMENTS

7.1 The award for services under this PWS will be limited to the services in the contract line items awarded in the task orders.

7.1.1 Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive or have access to Protected Health

Information (PHI). The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access of participation may result in any actual or potential PHI disclosure and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such PHI. The Contractor’s disclosure notification will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such PHI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he/she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the PHI.

7.1.2 Government-Furnished Equipment (GFE): All equipment and supplies needed to carry out the above duties to be provided by the Government. The Government will provide workspace, copier, and computer for use by the contractor.

7.1.3 Disclosures: The contractor shall make no public announcement or disclosure relative to information contained or developed under this contract, except as authorized by the Contracting Officer or the Public Affairs Office (PAO) associated with the

Government project specific agency or installation. All data generated under this contract shall become the property of the Government and distribution to any other source by the

Contractor is prohibited unless authorized by the Contracting Officer.

7.1.4 Travel: If travel is required, actual travel costs will not be reimbursed in accordance with the Federal Travel Regulations and the Government Joint Travel

Regulations (JTR) in accordance with FAR 31.205-46

7.1.5 Quality Assurance (QA): The Government shall perform QA of the Contractor’s performance under this contract using the method of surveillance specified in the Quality

Assurance Surveillance Plan (QASP), as identified on individual task orders. The

Government shall conduct QA inspections on customer service, call response/abandonments and calls handled. The Government reserves the right to perform

QA inspections at any time and reject any/all final products submitted. The Government will identify tasks and method of surveillance for each individual task order which will be reflected on the task order QASP. The QASP can be reviewed as a separate attachment.

7.1.6 Performance Metrics: The performance evaluation of the contractor will be based on the performance metrics below. Specific performance metrics will be addressed within each task order. Performance for each evaluation criteria will be scored as superior, acceptable, marginal, or unacceptable. Evaluation will be based on the criteria listed in the table below and measured against objectives established in each individual task order: quality, timeliness, safety, conformance, and management.

Performance

Standard

Superior

Performance

Acceptable

Performance

Marginal

Performance

Unacceptable

Performance

Quality Contractor exceeds the requirements in the PWS for the milestone/delive rable.

Contractor meets the requirements in the PWS for the milestone/deliverabl e.

Deliverables

/milestones are met within one training session

Contractor does not meet the requirements in the

PWS for the milestone/ deliverable.

Deliverables/milesto nes require more than two repeated training session.

Contractor does not meet the requirements in the

PWS for the milestone/deliverabl e.

Milestone/deliverab le is never accepted.

Timeliness Contractor provides acceptable milestones/ deliverables.

Contractor provides milestone/deliverabl e according to the schedule.

milestone/deliverable behind the project schedule, but not causing a delay in the construction milestone/deliverabl e behind the project schedule resulting in a delay.

Performance delays

>10% deviation from project schedule.

Conformance Conformance with the PWS and other contractual obligations in an excellent manner

Meets the standard for superior performance except for minor differences or omissions that do not negatively impact the project.

Commits significant exception to best practices or major omission that requires additional work to resolve or minor delays to the project milestones/schedule.

Commits multiple exceptions to best practices and/or major omissions that results in regulatory intervention, threat of fine or stop work, with major disruption in project milestones/ schedule.

Management Labor

Management is optimally effective and ensures complete compliance with requirements of the PWS.

Planning and control of labor is mostly effective and ensures sound compliance with requirements of the

PWS.

Significant lapse in planning and/or control of labor which requires some rework or minor delays to the project.

Multiple lapses in planning and/or control of labor, which requires CO or POC intervention to resolve and has a significant impact on project milestones and

7.2 Review of the work performed shall be identified in each task order award. However, review criteria are expected to fall under two categories of being either Positive or Negative. Under each category:

(1) Positive

• Positive performance evaluation

• Report of good performance in the Contractor Performance Assessment

Reporting System (CPARS).

(2) Negative

• Negative Performance evaluation

• Report of poor performance in CPARS

• Government determination not to award optional performance periods.

POINTS OF CONTACT

Will be provided at contract award.

8 INVOICE/PAYMENT

8.1 No advance payments under this contract will be authorized. All invoices shall follow the instructions in this subsection. Failure to do could result in a delay of payment.

8.2 Invoice requirements and supporting documentation: Supporting documentation and invoice must be submitted no later than the 15th of the month. Subsequent changes or corrections shall be submitted by separate invoice. In addition to information required for submission of a “proper” invoice in accordance with FAR 52.212-4 (g), all invoices must include:

8.2.1 Name and Address of Contractor

8.2.2 Invoice Date and Invoice Number

8.2.3 Contract Number and Purchase/Task Order Number

8.2.4 Date of Service

8.2.5 Hourly Rate

8.2.6 Quantity of hours worked

8.2.7 Total Price

9 VENDOR ELECTRONIC INVOICE SUBMISSION METHODS

9.1 Facsimile, e-mail, and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted electronic data transmission methods below:

9.2 VA’s Electronic Invoice Presentment and Payment System – The FSC uses a third-party contractor, OB10, to transition vendors from paper to electronic invoice submission. Please go to this website: http://ob10.com/us/en/veterans-affairs-us/ to begin submitting electronic invoices, free of charge.

9.3 The Contract may contact FSC at the phone number or email address listed below with any questions about the e-invoicing program or OB10:

9.3.1 OB10 e-Invoice Setup Information: 1-877-489-6135

9.3.2 OB10 e-Invoice email: VA.Registration@ob10.com

9.3.3 FSC e-Invoice Contact Information: 1-877-353-9791

9.3.4 FSC e-invoice email: vafsccshd@va.gov

http://ob10.com/us/en/veterans-affairs-us/ mailto:VA.Registration@ob10.com