Request for Proposal.pdf

SEE ADDENDUM

(No Collect Calls)

M0026421R0003 06-Oct-2020

b. TELEPHONE NUMBER 8. OFFER DUE DATE/LOCAL TIME

09:00 AM 05 Nov 2020

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Prescribed by GSA – FAR (48 CFR) 53.212

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(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA X ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

M002649. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.X

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED OR X

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

MCINCR - RCO

2010 HENDERSON RD

CYNTHIA GUTHRIDGE

QUANTICO VA 22134

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE 16. ADMINISTERED BY

SEE SCHEDULE

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

(703) 784-3592FAX:

TEL: (703) 432-1084

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

X 8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$12,000,000

NAICS:

624190

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF90

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

M0026421R0003

Section SF 1449 - CONTINUATION SHEET

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12 Months Quantico Call Center Support

FFP

Task 1- Quantico Call Center Support in accordance with PWS Section 6.1 for the

Base Period.

FOB: Destination

PSC CD: G099

NET AMT

0002 12 Months Camp Lejeune Contact Center Support

FFP

Task 2- Camp Lejeune Contact Center Support in accordance with PWS Section

6.2 for the Base Period.

0003 12 Months Camp Pendleton Contact Center Support

FFP

Task 3- Camp Pendleton Contact Center Support in accordance with PWS Section

6.3 for the Base Period.

Field Services Support

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0004AA 12 Months Field Services Support: Idaho

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0004AB 12 Months Field Services Support: Minneapolis, MN

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0004AC 12 Months Field Services Support: Wichita Falls,KS

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0004AD 12 Months Field Services Support: Saint Cloud, FL

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0004AE 12 Months Field Services Support: Camp Lejeune, NC

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for the Base

Period.

0005 12 Months Program Management

FFP

Task 5- Program Management in accordance with PWS Section 6.5 for the Base

Period.

0006 Lot Travel

COST

In support of travel in accordance with PWS Section 13 and FAR 31.205-46 for the Base Period. Not to exceed $19,000.

ESTIMATED COST

Data

Contract Data Requirements List , Exhibits A001 through A010 in accordance with

PWS Section 7 for the Base Period. Not Separately Priced.

1001 12 Months OPTION Quantico Call Center Support

FFP

Task 1- Quantico Call Center Support in accordance with PWS Section 6.1 for

Option Period One.

1002 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 2- Camp Lejeune Contact Center Support in accordance with PWS Section

6.2 for Option Period One.

1003 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 3- Camp Pendleton Contact Center Support in accordance with PWS Section

6.3 for Option Period One.

OPTION Field Services Support

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1004AA 12 Months OPTION Field Services Support: Idaho

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1004AB 12 Months OPTION Field Services Support: Minneapolis, MN

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1004AC 12 Months OPTION Field Services Support: Wichita Falls,KS

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1004AD 12 Months OPTION Field Services Support: Saint Cloud, FL

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1004AE 12 Months OPTION Field Services Support: Camp Lejeune, NC

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period One.

1005 12 Months OPTION Program Management

FFP

Task 5- Program Management in accordance with PWS Section 6.5 for Option

Period One.

1006 Lot OPTION Travel

COST

In support of travel in accordance with PWS Section 13 and FAR 31.205-46 for

Option Period One. Not to exceed $20,000.

OPTION Data

PWS Section 7 for Option Period One. Not Separately Priced.

2001 12 Months OPTION Quantico Call Center Support

FFP

Task 1- Quantico Call Center Support in accordance with PWS Section 6.1 for

Option Period Two.

2002 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 2- Camp Lejeune Contact Center Support in accordance with PWS Section

6.2 for Option Period Two.

2003 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 3- Camp Pendleton Contact Center Support in accordance with PWS Section

6.3 for Option Period Two.

OPTION Field Services Support

FFP

Period Two.

2004AA 12 Months OPTION Field Services Support: Idaho

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Two.

2004AB 12 Months OPTION Field Services Support: Minneapolis, MN

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Two.

2004AC 12 Months OPTION Field Services Support: Wichita Falls,KS

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Two.

2004AD 12 Months OPTION Field Services Support: Saint Cloud, FL

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Two.

2004AE 12 Months OPTION Field Services Support: Camp Lejeune, NC

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Two.

2005 12 Months OPTION Program Management

FFP

Task 5- Program Management in accordance with PWS Section 6.5 for Option

Period Two.

2006 Lot OPTION Travel

COST

In support of travel in accordance with PWS Section 13 and FAR 31.205-46 for

Option Period Two. Not to exceed $20,000.

PWS Section 7 for Option Period Two. Not Separately Priced.

3001 12 Months OPTION Quantico Call Center Support

FFP

Task 1- Quantico Call Center Support in accordance with PWS Section 6.1 for

Option Period Three.

3002 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 2- Camp Lejeune Contact Center Support in accordance with PWS Section

6.2 for Option Period Three.

3003 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 3- Camp Pendleton Contact Center Support in accordance with PWS Section

6.3 for Option Period Three.

OPTION Field Services Support

FFP

Period Three.

3004AA 12 Months OPTION Field Services Support: Idaho

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Three.

3004AB 12 Months OPTION Field Services Support: Minneapolis, MN

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Three.

3004AC 12 Months OPTION Field Services Support: Wichita Falls,KS

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Three.

3004AD 12 Months OPTION Field Services Support: Saint Cloud, FL

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Three.

3004AE 12 Months OPTION Field Services Support: Camp Lejeune, NC

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Three.

3005 12 Months OPTION Program Management

FFP

Task 5- Program Management in accordance with PWS Section 6.5 for Option

Period Three.

3006 Lot OPTION Travel

COST

In support of travel in accordance with PWS Section 13 and FAR 31.205-46 for

Option Period Three. Not to exceed $20,000.

PWS Section 7 for Option Period Three. Not Separately Priced.

4001 12 Months OPTION Quantico Call Center Support

FFP

Task 1- Quantico Call Center Support in accordance with PWS Section 6.1 for

Option Period Four.

4002 12 Months OPTION Camp Lejeune Contact Center Support

FFP

Task 2- Camp Lejeune Contact Center Support in accordance with PWS Section

6.2 for Option Period Four.

4003 12 Months OPTION Camp Pendleton Contact Center Support

FFP

Task 3- Camp Pendleton Contact Center Support in accordance with PWS Section

6.3 for Option Period Four.

OPTION Field Services Support

FFP

Period Four.

4004AA 12 Months OPTION Field Services Support: Idaho

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Four.

4004AB 12 Months OPTION Field Services Support: Miineapolis, MN

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Four.

4004AC 12 Months OPTION Field Services Support: Wichita Falls,KS

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Four.

4004AD 12 Months OPTION Field Services Support: Saint Cloud, FL

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Four.

4004AE 12 Months OPTION Field Services Support: Camp Lejeune, NC

FFP

Task 4- Field Services Support in accordance with PWS Section 6.4 for Option

Period Four.

4005 12 Months OPTION Program Management

FFP

Task 5- Program Management in accordance with PWS Section 6.5 for Option

Period Four.

4006 Lot OPTION Travel

COST

In support of travel in accordance with PWS Section 13 and FAR 31.205-46 for

Option Period Four. Not to exceed $21,000.

PWS Section 7 for Option Period Four. Not Separately Priced.

PERFORMANCE WORK STATEMENT

WOUNDED WARRIOR

CALL CENTER OUTREACH AND SUPPORT

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

This non-personal services requirement provides outreach and resource support to the United States Marine Corps

Recovery Care Program (RCP) and is a vehicle the Wounded Warrior Regiment (WWR) will use to meet its mission. This contract is a follow-on for the RCP’s Sergeant Merlin German, Wounded Warrior Call Center

(WWCC) that provides assistance services for wounded, ill, and injured (WII) Marines, Sailors attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status.

The WWCC supports the WWR core mission with expert execution of a comprehensive outreach and assistance program for WII Marines through central operations at Marine Corps Base (MCB) Quantico, VA and satellite operations on each coast. Support and assistance includes, but is not limited to, case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.);

liaison with non-profit organizations and vocational rehabilitation concerns; and daily outreach and communication with political and social alliances. Integral to the execution of this requirement is the vital outreach and support role conducted at the WWCC located in Quantico, VA and the Wounded Warrior Battalion satellite Contact Centers located at MCB Camp Lejeune, NC and MCB Camp Pendleton, CA.

2. WWR MISSION

Wounded Warrior Regiment provides leadership and enables non-medical care to combat and non-combat

Wounded, Ill, and Injured (WII) Marines, Sailors attached to Marine units, and their family members in order to maximize their recovery as they return to duty or transition to civilian life.

3. BACKGROUND

The WWR’s RCP is supported by the WWCC. The WWCC is the primary source of contact for WII Marines and their family members to request and obtain appropriate assistance from the Marine Corps’ WWR. This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides these wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with WII Marines to ensure the appropriate delivery of resources, benefits, and

WWR support is received by WII. Support services are provided by WWCC and satellite Contact Center Customer

Care Representatives (CCR), Non-Medical Case Managers (NMCM), and by Field Service Representatives (FSR).

4. SCOPE

The objective of this Performance Work Statement (PWS) is to provide the supported population - active duty, separated, retired, veteran - of approximately 35,000 WII Marines, Sailors attached to Marine Corps units, and their family members a centralized outreach and resource call center to assist with the recovery process and transition to veteran status through successful execution of the PWS Tasks. The supported population is subject to change, and may increase during times of war or crises, such as national emergencies.

5. GENERAL REQUIREMENTS

The Contractor should possess in-depth knowledge and expertise related to the support population supported by this effort. Knowledge of industry best practices in customer service, contact center operations, and prescribed rules of conduct concerning privacy and confidentiality of information to provide a fully integrated, support solution is critical to successful execution of the PWS tasks. The Contractor is responsible for continuous quality improvements in response to program changes and new service offerings. With the exception of Field Service Representatives

(FSRs), all effort under this requirement is performed at the physical locations identified and in accordance with

Section 14.

5.1. Outreach Requirements

While the WWCC and Contact Centers receive incoming phone calls, conducting outgoing telephone calls, text messages, and emails are the primary means of supporting the supported population. The following outreach intervals for current injury classification/severity are required:

Current Injury Classification Outreach Requirements

Target Population Classification Location Contact Frequency

Very Seriously Injured (VSI) WWCC / Contact Centers Every 30 days

Seriously Injured (SI) WWCC / Contact Centers Every 6 Months

Not Seriously Injured (NSI) WWCC / Contact Centers Every 12 Months

Integrated Disability evaluation

System (IDES) Contact Centers

Two times: 1) Referral to

IDES, 2), and at culmination of IDES findings

Disability Retirement List

(Temporary / Permanent

TDRL/PDRL) WWCC / FSR 90 Days

Assessments WWCC / Contact Centers Every Contact

Note: 1) Current injury classification/severity may not be the same as initial classification/severity. Frequency of contact may increase in relation to the service member’s need. 2) Classifications are defined in Marine Corps Order

(MCO) 3040.4 (see Section 19, References).

Contact is defined as actual communication, via talk, text, or email, with the Marine, Sailor, or family member.

There must be three (3) contact attempts, all made at different times of the day. All contact must be documented in the Marine Corps Wounded Ill and Injured Tracking System (MCWITTS).

5.2 Required support services are provided by:

5.2.1 Customer Care Representative

Customer Care Representatives (CCRs), considered the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as conduct an assessment of the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach.

Contact Center CCRs will typically work an 8-hour shift.

5.2.2 Non-Medical Case Management

Non-Medical Case Managers (NMCM) provide extended support and outreach calls of non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during the course of their initial phone call. NMCMs work cases until all issues have been resolved before transferring them back to the WWCC or Contact Centers CCR for continued outreach and support. The required number of NMCMs and their case load will vary based upon the needs of the target population. Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support (1,000 cases / 35,000 WWR population = 3%). NMCMs average 40 cases each. NMCMs are located at the WWCC and at both satellite Contact

Centers. Each NMCM will have a telephone number separate from the main call center number to manage cases requiring support beyond a CCR. Additionally, a NMCM may be assigned a 90-day post End of Active Services

(EAS) for a Recovering Service Member (RSM) whose case was supported by a Recovery Care Coordinator (RCC) while on active duty. NMCMs will utilize MCWIITS to document the WII Marine’s concerns and issues.

5.2.3 Field Service Representative

Field Service Representatives (FSRs) provide complex non-medical case management and extended support to the supported population. FSRs serve as facilitators and coordinators connecting transitioning WII Marines to federal, state, and local support and transition resources. FSRs serve as liaisons for WII Marines and their families with

Veterans Administration Transition Case Management teams to coordinate veteran medical care and will advocate on their behalf with representatives from various medical facilities. FSRs will engage Veteran Affairs Transition

Patient Advocates to help coordinate Veteran medical care and benefits. FSRs will disseminate information on:

family and caregiver support services (e.g., respite care, scholarship opportunities, counseling support), and information on education and employment resources to assist transitioning WII Marines in their local communities

(e.g., resume development, interview skills, network/employment opportunities, and application completion). FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases and conduct face-to-face interviews.

5.3 Targeted Outreach Capability

The Contractor will integrate all platforms/databases, such as MCWIITS, Share Point, and share-drive that consolidate available resources, specific to the Marine being contacted during the course of the initial phone call.

WWCC representatives will access information from MCWIITS prior to and during each call. MCWIITS provides the Marine’s current address, phone number, email, interest inventory items, support needs, Comprehensive

Recovery Plan Goals, and available resources specific to the Marine’s needs. The intent is to make this information available to the WWR in the most efficient manner and would prevent possible violations of Personally Identifiable

Information (PII) and Protected Health Information (PHI) or Health Insurance Portability and Accountability Act

(HIPAA) policies. Access and training for MCWIITS will be provided by the Government. The end state will be well documented in MCWIITS and will include information, resources, and feedback specific to each WII service member and their family members.

5.4 Performance Metrics

The Contractor will establish, track, capture and provide performance metrics associated with call handling, call log references, intakes, referrals, and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. The Contractor’s methodology must ensure the validity of the results through sound analytical practices. The Contractor must maintain ninety-eight percent (98%) accuracy of all call log references. This information will be provided in the form of recurring monthly status reports, as well as in response to ad hoc inquiries. (CDRL A001)

5.5 Domestic Abuse and Sexual Assault

Call Center and Contact Center employees will not receive domestic abuse or sexual assault “restricted reports”. If the caller requests restricted reporting pursuant to domestic abuse or sexual assault, Call Center employees shall refer the caller to their Unit Victim Advocates (UVA) and/or Sexual Assault Response Coordinator (SARC) or appropriate civilian agency.

5.6 Requirements for Mandatory Reporting

The Privacy Act does not prohibit disclosure of life threatening or high-risk situations. All contractor personnel are required to report to the Contracting Officer’s Representative (COR) and local authorities knowledge of such situations, including but not limited to child abuse or spouse abuse in which there is physical injury or threats of bodily harm, impairment due to drugs or alcohol by active duty personnel, suicidal ideations or threats, homicide threats, and sexual assault.

5.7 Contract Kick-off Meeting

The COR and the Contracting Officer, in conjunction with the Contractor, will schedule a Kick-off Meeting to occur within five (5) business days after contract award at a location agreed to by the Government. The purpose of this meeting is to discuss the contract’s objectives and deliverables in order to achieve a clear and mutual understanding of the contract’s requirements, and to identify and resolve potential problems. The Contractor will provide meeting minutes to the COR within two (2) business days after the meeting. (CDRL A010)

6. PERFORMANCE TASKS

The Contractor is responsible for its overall responsiveness, cost control, quality of work, management of contractor team’s effort, and the accomplishment of overall program objectives. The Contractor will furnish everything needed to achieve the PWS objectives, unless otherwise stated as Government provided. The current versions of the

Microsoft Office suite, Internet Explorer, ActivClient and Adobe Acrobat Pro must be provided to all employees under this contract.

To fulfill the WWR’s mission for the target population, the following is required:

6.1 TASK 1

Quantico Call Center Support

The Contractor will acquire and maintain suitable facilities and infrastructure, such as workspace, equipment (e.g.

computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training, as well as program management and staff to support central execution of program requirements, supervisory functions, and interface with Government staff. All Information

Technology, peripheral, systems, equipment, and associated support infrastructure shall be identified and maintained in a state of operational readiness throughout the period of performance. The Contractor will liaise with WWR IT/S-

6 to ensure the staff can access the required Government-owned systems at all times with the exception of system outages. The Contractor will collaborate with Government IT staff to obtain outage information and perform

Government-recommended solutions. All Contractor IT equipment and Information Assurance (IA) enabled devices must be maintained and configured in accordance with the Security Technical Implementation Guides (STIGS) or other Government provided documentation (see Section 19) to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.

6.1.1 The Contractor will provide a fully operational Call Center located within a 10 mile radius of MCB Quantico’s

Main Gate 1 / Fuller Gate or Back Gate 2 / Russell Road (Commissary) operating and manned 24/7/365 with the following capabilities:

(a) A single toll-free phone system capable of:

• multiple and simultaneous incoming and outgoing phone calls without delay or hold;

• a call management system;

• a call recording capability and ability to record other pertinent data, such as phone call duration and recording (to be maintained for the duration of the contract);

• a back-up phone system to support the primary system to ensure no lapse in service;

• roll-over capability to accept calls during both satellite Contact Center’s non-operational hours; and

• will not include automated call answering, virtual queue, or routing.

(b) A conference room with audio/visual and internet capability to support up to fifty (50) people and three workspaces to support WWR staff surge capability.

6.1.2 Social Media (SM) Requirements

The Contractor will monitor social media sites 24/7/365 to ensure all critical support needs of the RSM is sufficiently met. Response to requests for assistance on applications or SM sites must be made within sixty (60) minutes. Social Media requirements are listed in the below table:

Social Media Requirements

Platform Content Posts Monitoring

Facebook 2x Daily M-F 24/7/365

Twitter 2 x Daily M-F 24/7/365

Flicker As Required 24/7/365

YouTube As Required 24/7/365

6.1.3 The Contractor will provide CCRs 24/7/365 to receive all incoming telephone calls, conduct outreach telephone calls, text messaging, social media support and e-mail communication, and overall monitoring and response to comments and inquiries. Other duties and responsibilities as stated in 5.2.1 are included.

6.1.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs may also provide 90-day post EAS support to individuals assigned an RCC while on active duty, or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and responsibilities as stated in 5.2.2 are included.

6.1.5 The Contractor will initiate and maintain a subscription to a contact information search tool, subject to approval by the COR, to research specific Marine and Veteran contact information (phone, email, address).

6.2 TASK 2

MCB Camp Lejeune, NC Satellite Contact Center Support

6.2.1 The Contractor will provide staff for the Government’s satellite Contact Center at Camp Lejeune, NC, operating Monday through Friday from 0800 to 1630 ET;

6.2.2 The Contractor will ensure all calls are forwarded to the Quantico WWCC during all Contact Center non-operational hours;

6.2.3 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to individuals participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included;

6.2.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non-complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and

6.3 TASK 3

MCB Camp Pendleton, CA Satellite Contact Center Support

6.3.1 The Contractor will provide staff for the Government’s satellite Contact Center at Camp Pendleton, CA, operating Monday through Friday from 0800 to 1630 PT;

6.3.2 The Contractor will ensure all calls are forwarded to the Quantico WWCC during all Contact Center non-operational hours;

6.3.3 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the

Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included;

6.3.4 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90-day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS. Other duties and

6.4 TASK 4

Field Services

6.4.1 The Contractor will provide a Field Service Representative (FSR) at each of the five (5) locations listed below to support members of the support population who require extended support needs with complex, non-medical case management. FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases. The FSR average caseload is 25 individuals on a monthly basis.

FSR Location Average

Caseload

% per Site

Idaho 25 20%

Minneapolis, MN 25 20%

Wichita Falls, KS 25 20%

Saint Cloud, FL 25 20%

Camp Lejeune, NC 25 20%

Note: Based upon the WII population and other fluctuations, the WWR may require additional FSRs, as well as additional, or changing FSR locations. Once the effort necessitates 10 FSRs, an FSR Supervisor is required. The

FSR Supervisor position will be considered a critical personnel position and will have minimum knowledge, skills, and ability qualifications assigned to it. In such circumstances, a future modification will be negotiated and agreed to.

6.4.2 The Contractor will ensure the FSR has immediate and rapid travel capability to conduct face-to-face interviews and other support within a 350 mile radius of their geographical area of responsibility as necessary;

limited circumstances may warrant travel outside of this radius. Travel will also include Semi-Annual Training, conducted in conjunction with the District Injured Support Coordinators (DISC). Total FSR travel may be up to 30% of the time. All travel is in compliance with PWS Section 13.

6.4.3 The Contractor will provide equipment, furniture, materials, supplies, and other effects as required for all FSRs in the performance of this effort.

6.4.4 The Contractor will train and ensure operational readiness within 60 days for all additional, newly hired FSRs.

6.5 TASK 5

Program Management

Program Management is responsible for implementing, executing, and ensuring the overall program structure meets the requirements of this PWS.

6.5.1 The Contractor will provide a solely dedicated Program Manager (PM) responsible for all operations; staffing and training; support; and quality aspects of the program strategy. The PM will coordinate task activities to ensure successful completion of all PWS tasks, at all locations. The PM will serve as the primary interface with the COR responsible for this effort. PM support includes, but is not limited to:

(a) Effective and direct communication with WWR staff and other various staff involved with the effort;

(b) Collaborate and share information and data collected with WWR staff;

(c) Recommend and assist with overall coordination of care provided to the supported populations;

(d) Coordinate the delivery of all deliverables;

(e) Provide Monthly Status Report of performance metrics of Call Center and Contact Center outreach statistics (see PWS Section 5.4), as well as staffing and training status, and summaries of overall monthly activities and issues supported;

(f) Provide Quarterly Report of Commander’s Situation report, news stories, upcoming events, and general demographic information (format and content provide by the Government.) (CDRL A002);

(g) Plan and conduct Quarterly contract status meeting. The primary purpose of these meetings is to review contract performance status and address contract-related issues. Meetings are expected to last no more than one (1) hour. At a minimum, the meeting will include appropriate Contractor representative, the Contracting Officer, the COR, and Government technical personnel, as appropriate; however the Contracting Officer may choose to include other Government attendees.

This meeting will be held via phone conference call, or at a location determined by the

Contracting Officer. The Contractor is responsible for setting up the phone conference facilities.

Each meeting will cover the following contract status topics, as appropriate:

- Status of contract deliverables/tasks (updates since last meeting);

- Performance issues encountered or expected (e.g., potential delays);

- Required Government actions;

- Compliance with staffing / critical personnel requirements (see PWS 8);

- Funding status of cost CLIN;

- Contract modifications, requests, claims, etc.;

- Invoice submission, payment status;

- Discussion on contractor performance against QASP metrics.

The Contractor will provide meeting minutes to the Contracting Officer within seven (7) business days of the meeting. (CDRL A003)

(h) Provide Monthly Demographics Report (format provided by the Government.) (CDRL A004);

(i) Provide updates to and maintenance of Standard Operating Procedures (SOP), which was submitted with the Contractor’s proposal, based on lessons learned, new efficient processes, or changes to policies or regulations. (CDRL A005)

6.5.2 The PM will be available to the WWR staff during core hours of operation from 0900 to 1500 ET, Monday thru Friday, except for all Federal holidays.

7. DELIVERABLES

Unless otherwise directed by the COR, all deliverables must be submitted to the COR in accordance with the format, content, and due dates detailed in the corresponding Contract Data Requirements List (CDRL). The COR is responsible for the tracking and acceptance of all deliverables. The Contractor must review all deliverables to ensure accuracy, functionality, completeness, professional quality, and overall compliance with contract requirements.

Unless otherwise indicated, the Government will provide written acceptance, comments, or change requests (if any) within ten (10) business days from receipt of the deliverable. If written acceptance, comments, or change requests are not provided within ten (10) business days, the deliverable is considered acceptable (i.e. final) as written by the

Contractor. If the Government provides comments or change requests, the Contractor will have five (5) business days from receipt of the Government’s correspondence to incorporate the comments or change request and resubmit the deliverable for Government review and approval at no additional cost to the Government. The deliverable is not considered received until non-compliance issues are resolved. Non-compliance with any Government comment or change request must be justified in writing. Deliverables shall be non-password protected documents, and the

Government shall have full access and usage rights.

Delivery Schedule

Deliverable Title PWS Reference CDRL

Monthly Status Report 5.4 A001

Quarterly Report 6.5.1 A002

Quarterly Status Meeting Minutes 6.5.1 A003

Monthly Demographics Report 6.5.1 A004

Standard Operating Procedures 6.5.1 A005

Transition-In Plan 9.1 A006

Transition-Out Plan 9.2 A007

Visit Authorization Letter 10.3 A008

Non-Disclosure Agreement 10.5 A009

Kick-off Meeting Minutes 7 A010

8. STAFFING

The Contractor must ensure the contractually required level of support for this requirement is maintained at all scheduled times. The Contractor must ensure that all contract support personnel are present for assigned work hours and duties. The Contractor must provide a fully qualified replacement for any employee that will be absent.

8.1 Critical Positions

The following positions are identified as critical personnel. The Contractor agrees to assign to this contract the identified personnel whose resumes were submitted and approved by the Government. The Contractor must ensure the below positions are filled for the entire period of performance of this effort.

8.1.1 Program Manager

The Program Manager must have the ability to:

• Provide strong managerial, leadership, and communication skills;

• Achieve organizational objectives;

• Collaborate and display positive interactions with members of the WWR and other government agencies;

• Assess, plan, implement, coordinate, monitor, and evaluate the PWS requirements;

• Coordinate team efforts to conduct comprehensive studies dealing with significant changes in workforce distribution, customer service positions, or related organizational structures; and

• Develop detailed plans, goals, and objectives for the long/short range implementation and administration of a major agency program; or an appropriate combination of education and experience demonstrating knowledge and skill equivalent to that above.

The Program Manager must possess the following minimum skills, education, and experience:

• Knowledge of the mission, organizational structure, operations, and interrelationships of the WWR;

• Knowledge of WII and veteran support, to include but not limited to; non-medical case management, Veterans Administration, IDES process, behavioral health support resources, Traumatic Service Member

Group Life Insurance process;

• Knowledge of Marine Corps culture;

• Sustained successful performance in positions of increased responsibility;

• Master’s Degree combined with 10 years working with the federal Government OR Bachelor’s Degree combined with 10 years personnel and program management and 5 years’ experience related to the

Department of Defense Wounded Warrior Programs; and

• Three (3) years of experience in outreach and support operations related to WII and veterans.

8.1.2 Field Service Representative (FSR)

The FSR must possess the following minimum skills, education, and experience:

• Strong interpersonal communication skill set, including negotiating skills, and excellent oral and written communication skills;

• Ability to work independently and remote from direct program management support or supervision;

• Familiarity with Veterans Administration benefits, medical care coordination, as well as, Disability

Retirement List (temporary and permanent), and various separations from military service;

• In depth knowledge of Marine Corps culture.

• Bachelor’s Degree OR minimum of 5 years’ experience associated with helping, supervising, and providing guidance to service members;

• Five (5) years’ experience working with the federal government; and

• Three (3) years’ experience in non-medical case management/resource allocation.

8.2 Substitution of Critical Personnel

The Contractor agrees that during the first 120 days of the contract performance period, no critical personnel substitutions will be made by the Contractor unless substitutions are necessitated by an individual's sudden illness, death, transfer, or termination of employment. In any of these events, the Contractor shall promptly notify the

Contracting Officer and the COR in writing, and provide the information required in 8.2.1, below. After the initial

120 day period, all proposed substitutions of critical personnel must be submitted in writing to the Contracting

Officer and COR with the information required in 8.2.1 at least 15 days in advance of the proposed substitutions.

8.2.1 Request for Substitution

All requests for substitutions must provide a detailed explanation of the circumstances necessitating the proposed substitutions; a complete resume (if applicable) for the proposed substitute, and any other information requested by the Contracting Officer. All critical personnel substitutions must have qualifications equal to or higher than the qualifications stated in the PWS. The Contracting Officer or the COR will evaluate such requests and promptly notify the Contractor of approval or disapproval thereof.

8.3 Unsatisfactory Performance

The Contractor will take appropriate corrective action within ten (10) business days of formal notification from the

COR to correct any identified issues In the event the issue remains unresolved in excess of ten (10) working days, the COR will notify the Contracting Officer so that appropriate action is taken, to include employee removal from current contract if warranted. The PM shall ensure that all Government owned property is accounted for and remains on-site should a contractor employee be removed.

9. TRANSITION PERIOD

9.1 Transition-In

The incumbent Contractor shall ensure minimal service disruption to vital Government business and no service degradation during and after transition. Prior to the end of the existing contract period, the incoming Contractor, in coordination with the Government and the incumbent contractor, shall provide phase-in support for up to thirty (30) days. The in-coming Contractor will complete all transition-in activities in accordance with its submitted Transition-

In Plan, within thirty (30) calendar days after contract award.(CDRL A006)

9.2 Transition-Out

The Contractor awarded under this effort will take all actions necessary to ensure a smooth transition of PWS requirements at the end of the contract. The Contractor will provide a Transition-Out Plan describing the method to facilitate and accomplish a seamless transition for transferring responsibility from the incumbent contractor to the subsequent incoming contractor prior to the expiration of this contract. The Contractor shall provide a Transition-

Out Plan to the COR no later than ninety (90) calendar days prior to contract expiration. The Contractor shall establish and maintain effective communication with the incoming contractor and Government personnel for the period of the transition via weekly status meetings.(CDRL A007)

The Transition-Out Plan should include, at a minimum:

• Points of contact;

• Project management processes;

• Location of technical and project management documentation;

• Appropriate contractor–to-contractor coordination to ensure a seamless transition, transition of key personnel, schedules and milestones, actions required of the Government, and any other item identified by the COR;

• Confirmation that all Government furnished items have been returned to the appropriate Government program personnel ;

• Affirmation not to discuss, disclose, release, reproduce or otherwise provide or make available any such reports, materials, information, and all associated intellectual property (e.g., training materials, Standard

Operating Procedures (SOPs), computer software and hardware, scripts and source code, interfaces, Tools, Works, and related items), in whatever form, created, generated, or produced under this effort, or any portion thereof, after completion of this contract;. Report all violations of this affirmation or the unauthorized use, disclosure, release, or reproduction of the preceding items within five (5) business days to the Contracting Officer and the COR.

10. SECURITY REQUIREMENTS

Contractor personnel will be required in the course of their duties to access the Marine Corps Enterprise Network

(MCEN) and sensitive data using Common Access Cards (CAC). The US Government will initiate up to ten (10) background investigations.

(a) To obtain DoD CACs and privileged access to required systems, contract personnel are required to have a favorable T-3, T-3R or NACLC adjudication. Personnel with unfavorable adjudications are not eligible to perform work on this contract. If contractor personnel do not have current adjudication of T-3, T-3R or NACLC, then, prior to commencement of work on this contract, all contractor personnel, at a minimum, must have an initiated Electronic Personnel Security Questionnaire (EPSQ SF86). The EPSQ SF86 must be reflected within the

DoD Personnel Security System (currently Joint Personnel Access System (JPAS)) to perform work on this contract and to access Government systems in support of WWR.

(b) The Contractor shall coordinate with the local site or activity as to procedures and issuance of the

CAC. The Contractor shall provide necessary Information Assurance certificates from MarineNet (CYBERC) and coordinate with WWR IT to complete a System Authorization Access Request (SAAR) form to obtain a .mil e-mail address. MCEN e-mail can be accessed on a MCEN workstation or on a Contractor workstation with a CAC reader.

The account will be the primary contact for e-mail communications regarding WII. It will be accessed at least once per every 30 day period.

(c) Contractor personnel must meet specific requirements in order to be granted these privileges and maintain these credentials. Compliance with all USMC regulations pertaining to network activities is mandatory.

Failure to comply with security requirements will result in revocation of access privileges and personnel removal from work under this contract. FIPS PUB 201 is available at: http://csrc.nist.gov/publications/fips/fips201-1/FIPS-

201-1-chng1.pdf. The Office of Management and Budget (OMB) associated guidance, M-05-24 can be found at:

http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

(d) While employed on this contract, the US Government will facilitate routine re-investigations as they come due in accordance with applicable Defense Security Service directives.

10.1 Information Security

Although not authorized access to classified information, contractor personnel may occasionally access or have knowledge of confidential or sensitive information, such as, but not limited to, PII and information about unit movements. The Contractor shall comply with SECNAVINST 5510.36A per the provisions of the Headquarters

Marine Corps Information and Personnel SOP. The Contractor shall ensure all personnel are aware of their responsibility to safeguard sensitive and privileged information.

10.2 Sensitive Data

Contractor personnel may, in the course of their duties on this contract, handle or have access to sensitive data covered under the Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). Contractor personnel must complete HIPAA and Privacy Act training through Joint Knowledge Online and MarineNet. WWCC contractor employees are subject to Section 552 of Title 5, United States Code (commonly referred to as the

“Privacy Act of 1974”) and Department of Defense Directive 5400.11, “DoD Privacy Program,” May 8, 2007.

10.3 Visit Authorization Letter

All contractor personnel are required to be annotated on a Visit Authorization Letter (VAL) submitted to the WWR

Security Coordinator (10) business days upon award. The COR will provide the required VAL content information to the Contractor at time of award. The Contractor will update the letter upon hiring of or removal of contract staff, and provide a copy to the COR and WWR Security Coordinator.(CDRL A008)

10.4 All contractor personnel must comply with WWR training requirements as prescribed in the most current version of the WWR Training and Education Plan (See References, Section 19.).

10.5 Confidentiality

http://csrc.nist.gov/publications/fips/fips201-1/FIPS-http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

All contractor personnel shall safeguard personal RSM information in accordance with the Privacy Act of 1974.

Records containing personal information must include a Privacy Act statement signed by the RSM. Only disclose personal information, not specifically authorized by the RSM, via a signed release of information, after approval by the Base Adjutant or Staff Judge Advocate. Improper disclosure of sensitive or private information in violation of the DON Privacy Act Program (SECNAVINST 5211.5D) or the Nuclear Weapons Personnel Reliability Program

(OPNAVINST 5510.162) may subject the…