RFP 70B06C20R00000097 SOO.docx

U.S. Customs and Border Protection

Statement of Objectives (SOO)

Employee Assistance Program (EAP)

Office of Human Resources Management (HRM) Workforce, Resilience and Engagement Division Employee Assistance Program (EAP) and WorkLife (WL) Services

May 22, 2020

1. BACKGROUND:

As a component of the United States (U.S.) Department of Homeland Security (DHS), the U.S. Customs and Border Protection (CBP) is a federal law enforcement agency responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the U.S., while facilitating the flow of legitimate trade and travel. CBP employees approximately 62,000 employees, to include approximately 21,000 Border Patrol Agents and nearly 22,000 CBP Officers. CBP employees are located in any of the 50 United States, the U.S. Virgin Islands, Puerto Rico, Guam, Bahamas, Canada, and other overseas locations. Many employees work and reside in remote areas along the northern and southern borders of the United States.

The mission of the CBP Office of Human Resources Management (HRM) is to promote a safe work environment for all CBP employees and deliver employee services and benefits that facilitate workforce effectiveness. HRM provides a variety of resources that help employees balance work and personal responsibilities, including an Employee Assistance Program (EAP), WorkLife (WL) services, and other family support programs. More than ever before, CBP employees seek employer-supported programs and resources to help alleviate workplace and personal issues.

CBP’s agency-wide EAP and WL services are available to all national and international employees, dependents, and/or those persons who have an equivalent relationship as a family member. CBP’s EAP and WorkLife services vendor will continue to provide EAP Core Technology services and must follow the guidelines established by federal law, along with the Department of Homeland Security and CBP directives, policies, and procedures. CBP’s agency-wide EAP services will be available to approximately 62,000 national and international CBP employees, dependents, and/or those persons who have an equivalent relationship as a family member.

2. SCOPE:

Provide a comprehensive, scalable Employee Assistance Program, integrated with WorkLife services, to all national and international CBP employees and their eligible family members. These employees and family members are stationed around the globe; CBP has representatives in all 50 states as well as the District of Columbia, the U.S. Virgin Islands, Puerto Rico, Guam, the Bahamas, and Canada. Of the approximate 62,000 employees onboard, more than 1,700 employees are located in over fifty countries around the world, with assets operating in Africa, Asia, Europe, North and South America, and the Middle East.

CBP’s EAP and WL services are targeted to a diverse workforce that includes union and non-unionized law enforcement, veterans, first responders, lawyers, program analysts, and administrative personnel. Employees and their eligible family members who have retired or separated by death may receive services for up to twelve (12) months after the effective date of separation. Access to EAP and WL services is required for all employees, namely officers and agents, who work and reside in rural and remote areas along the northern and southern borders, border towns, and other remote locations where access to behavioral health services is often limited. Most CBP employees work extended hours and/or weekends and are not tethered to a desk or computer. Historically, there has been a negative perception to seeking external assistance which has resulted in employee skepticism and reluctance to access EAP services and resources.

CBP’s EAP will incorporate EAP Core Technology and other innovative industry trends. The International Employee Assistance Professionals Association (EAPA) defines EAP Core Technology as the essential components of the employee assistance profession that create a unique approach to addressing workplace productivity issues and job performance. CBP’s essential core EAP components will include critical incident response, workplace and behavioral health focused trainings, topical and specialized trainings, and other specialty issues to include suicide prevention, alcohol/substance use, domestic violence, and enhancing intimate partner relationships.

CBP has a network of 1,070 Peer Support Members (PSM) and 335 Chaplains. PSMs and Chaplains are initially trained within the CBP Peer Support and Chaplain Training Program and are provided additional advanced training after their initial training. The CBP Peer Support and Chaplaincy Programs offer employees and their family members support and assistance in times of personal and professional need and in crisis situations. Traumatic Incident and Events Response (TIER) training is provided to interested Peer Support Members and Chaplains who are deployed, often to challenging and underserviced locations, across the United States to assist CBP employees and family members following traumatic incidents. TIER Team support includes defusing; peer support; information and referral services; group, family, and individual interventions; and preventative, educational, and informational programs. Events such as natural or manmade disasters and border crises are unpredictable and may affect this contract, requiring quick response with targeted solutions to meet the unique needs of the workforce. Response to these types of events are often coordinated with CBP’s Peer Support Members, Chaplains, and TIER Teams.

Targeted educational and awareness activities about EAP and WL services, the confidential nature of using the resources, and knowledge of CBP’s culture will be crucial in reaching employees and family members who otherwise may not participate and may be reluctant to seek or utilize services. WorkLife services will also support the most significant needs of CBP’s workforce, with special emphasis on legal and financial issues. These essential program and service components will be combined to create a unique approach to address the needs of CBP’s workforce.

In FY 2019, CBP’s employee assistance and worklife services utilization rates and trends:

a. 8,028 clinical cases (87% employees and 22% family members).

b. The average total rate of engagement, including employees and family members serviced through EAP, informational calls, management consultations, website usage, presentations, and critical incidents, was approximately 18,000.

c. 268 trainings and critical incident responses were provided to approximately 6,447 employees. 62 trainings were provided (23%) and the EAP provided 206 critical incident responses. Critical incident responses ranged from employee deaths (6%), federal government furlough (31%), grief and trauma debriefings (35%), natural disasters (3%), and other large-scale incidents (2%).

d. 325 management consultations and referrals.

e. Nearly 200 calls concerning suicide, domestic violence, or a related crisis.

f. 229 calls concerning alcohol or other drug misuse.

g. Approximately 50 Drug-Free Workplace cases, none of which require DOT regulation standards (all tests are conducted under Health and Human Services mandatory guidelines).

3. APPLICABLE DOCUMENTS / AUTHORITIES

The following laws and authorities established Federal agency responsibility for developing and maintaining prevention, intervention, and rehabilitation programs and services for Federal employees who have alcohol and/or other problems, and their family members. The contractor shall comply with all Federal laws, regulations and policies governing Federal EAPs.

a. Federal EAPs are established in accordance with the following public laws (PL):

1. PL 79-658 authorizes the establishment of health programs to promote and maintain the physical and mental fitness of federal employees;

2. PL 91-616 and 92-255 requires federal agencies to make available alcoholism and drug abuse programs to federal employees; and

3. Public Laws 96-180 and 96-181 authorizes agencies to provide counseling services, to the extent feasible, to family members of employees who have alcohol and drug problems, and to employees with family members who have substance abuse problems.

b. Comptroller General of the U. S. Decision, B-270446, dated February 11, 1997, authorizes the use of operating appropriations to cover the cost of extending its psychological assessment and referral services to its employee’s family members in limited situations, expressly work-related incidents that arise from law enforcement activities or traumatic incidents involving death or serious injury to its employees in the line of duty.

c. 42 Code of Federal Regulations (CFR) Part 2, Confidentially of Substance Use Disorder Patient Records and the Privacy Act of 1974 cover confidential requirements in relation to the EAP.

d. Executive Order 12564, dated September 15, 1986, Drug-Free Federal Workplace (DFW) requires agencies to establish drug-free federal workplace programs, to include drug testing and substance abuse education for federal employees and EAP services.

e. As defined by the executive order, EAPs are “agency-based counseling programs that offer assessment, short-term counseling, and referral services to employees for a wide range of drug, alcohol, and mental health programs that affect employee job performance.”

f. DHS Management Directive 3060.2 dated March 13, 2006 establishes DHS policy for Employee Assistance Programs, and DHS Management Directive 3062 dated April 25, 2006 sets procedures for traumatic incident management, including EAP’s role.

4. CORE OBJECTIVES: Comment by OCCMKE: Is there a distinction between the “core objectives” and the “additional services” listed later? If the intent is that the work described under the “core objectives” will be obtained as a package, with the “additional services” required as needed perhaps that should be explained. As currently written, I do not know why the tasks are divided out this way, or what purpose is served by doing so.

Describe, in detail, how your organization will deliver the following using EAP industry-led innovations to meet the unique needs of CBP’s workforce:

Objective 1 – EAP Core Technology

Provide a comprehensive, tailored EAP that incorporates the essential components of EAP Core Technology. The Contractor will incorporate the essential components of EAP Core Technology.

a. Management Consultation Provide consultation with, training of, and assistance to work organization leadership (managers, supervisors, and union officials), Peer Support Members, and Chaplains seeking to manage troubled employees, enhance the work environment, and improve employee job performance.

b. Marketing Actively promote the availability of EAP services to employees, their family members, and the work organization. All EAP and WorkLife services materials will be customized with CBP branding only. The contractor’s name, corporate logo, and any reference to the contractor will not be included on any websites, literature, materials, or other resources associated with CBP’s EAP and WorkLife services. All media and press inquiries will be forwarded to the COR and the CO.

c. Assessment Provide confidential and timely problem identification/assessment services for employee clients with personal concerns that may affect job performance.

d. Direct Services Provide constructive confrontation, motivation, and short-term intervention with employee clients to address problems that affect job performance.

e. Referrals

1. Provide referrals of employee clients for diagnosis, treatment, and assistance, as well as case monitoring and follow-up services.

2. Provide formal processes for supervisor, management, substance abuse, suicide, and drug free workplace referrals.

3. Provide processes for confirming timely linkages between employee client and affiliate network counselors.

f. Service Providers Establish and maintain effective relationships with affiliate network providers and protocols for service provider recruitment, training, and quality control management.

g. Medical & Behavioral Consultation Provide consultation to inform employees of availability and encourage the use of employer sponsored health benefits covering medical and behavioral problems including, but not limited to, alcoholism, drug abuse, and mental and emotional disorders.

h. Evaluation

Evaluate the effects of EAP services on the organization and individual job performance. The contractor shall be required to utilize the Workplace Outcomes Suite (WOS), a brief, psychometric instrument that documents the impact of the Employee Assistance Program workplace intervention. The WOS measures absenteeism, presenteeism, work engagement, life satisfaction and workplace distress. The WOS must be administered pre-EAP intervention, as part of the normal intake procedure, and again 60-90 days post-EAP intervention. The WOS will only be administered to CBP employees.

Objective 2 –Access to Services Provide access to services for employees who typically work extended hours and/or weekends and work and live in rural and remote areas where access to behavioral health services may be limited. Services will be provided in a manner that supports employees who may require alternative access, such as by telephone, video or Live Chat.

a. Utilize CBP’s existing toll-free EAP telephone line.

1. Provide a variety of methods for employees to access and request EAP and WL services.

2. Provide a Call Center with uninterrupted service availability.

i. Provide a call center with 24-hour live answer. Prerecorded messages are prohibited.

ii. Provide the metrics used to ensure quality assurance, including but not limited to, average speed of answer and call abandonment rate.

iii. Provide processes for handling and monitoring calls.

Objective 3 - Critical Incident Response (CIR) Onsite assistance will be provided for emergencies, including critical incidents and other crisis response needs. TIER deployments may be to challenging and underserviced locations with limited amenities.

a. Provide process for identifying, assigning, and deploying CIR members to critical incidents. Include response times.

b. Provide process for training CI responders.

c. Provide processes for tracking critical incidents and after-action reporting.

d. Coordinate and deploy with CBP TIER Teams to provide a wide range of services to support employees’ response and ability to recover from significant stress or traumatic incidents.

Objective 4 – Financial & Legal Services An integrated, comprehensive legal and financial assistance program will be provided to complement EAP services.

a. Provide a financial services program including consultation benefits.

b. Provide a legal services program including consultation benefits.

Objective 5 – Topical Training, Resources & Tools Provide tools, resources, training, and programs specifically targeted to the most prevalent issues affecting CBP’s workforce, including suicide prevention, alcohol/substance use, domestic violence, and enhancing intimate partner relationships.

a. Identify innovative strategies and formats to educate, support, and train the workforce.

b. Purchase license and administer the American Foundation for Suicide Prevention’s Interactive Screening Program (ISP).

c. Support CBP efforts with resources to increase awareness of designated commemorative months, such as National Domestic Violence Awareness Month.

d. Provide a catalog of trainings and presentations available to CBP employees and managers. Coordinate with CBP to create and provide targeted trainings and presentations to meet the existing and emerging needs of the workforce.

e. Provide processes used to manage training requests.

Objective 6 – Specialized EAP Training Specialized training will be provided in different formats to educate and increase CBP employee awareness of EAP and WL services.

a. Orientations Provide EAP introductory orientations for employees, supervisors and managers. Orientations will be customized to meet the unique mission and needs of CBP and its workforce.

b. Advanced Peer Support Member (PSM) and Chaplain Training Provide training to Peer Support Members and Chaplains on overall EAP and WL services and behavioral health topics that have the potential to impact employee home or work life.

Objective 7 – Program Management Effective Program Management is required to ensure seamless delivery of quality of services to CBP.

a. Identify how CBP’s EAP and WL services will be managed.

b. Provide processes to recruit, screen, train, and manage program staff, EAP clinicians, and affiliate network providers.

c. Identify methods to enhance affiliate network to meet the full scope of needs.

d. Identify key personnel with experience implementing and managing EAP and WL services for projects similar in size and scope.

Note: The Project Manager is a required position with firm requirements. If proposed, identify non-key personnel with any of the preferred characteristics.

1. Key Personnel

Project Manager:

Shall have full and complete responsibility for the professional management of the CBP EAP. The Project Manager shall have:

Required: At a minimum, a Bachelor’s degree from an accredited college or university.

Required: At a minimum, ten (10) years of experience as a program or project manager operating a program similar in size and scope.

Preferred: A minimum of ten (10) years of experience working with a federal government agency providing similar services (counseling, family programs, training, critical incidents, etc.).

Preferred: A minimum of ten (10) years of experience managing the delivery of similar services to law enforcement, veterans, military, and/or first responders.

2. Non-Key Personnel

Identify structure of management team that will support the project manager in implementing the CBP EAP. The following represents preferred characteristics of suggested non-key personnel.

Deputy Project Manager

At a minimum, a Bachelor’s degree from an accredited college or university.

At a minimum, five (5) years of experience as a program or project manager operating a program similar in size and scope.

A minimum of five (5) year of experience working with a federal government agency providing similar services (counseling, family programs, training, critical incidents, etc.).

A minimum of five (5) years of experience managing the delivery of similar services to law enforcement, veterans, military, and/or first responders.

Director, Counseling and Clinical Services

At a minimum, a Master’s degree from an accredited graduate program in a mental health related field and a current or former clinical license to practice.

At a minimum, five (5) years of management or supervisory experience in a program similar in size and scope.

Director, Trainings

At a minimum, a Bachelor’s degree from an accredited college or university.

A minimum of five (5) years of management or supervisory experience in a program similar in size and scope.

Director, Critical Incidents

At a minimum, a Bachelor’s degree from an accredited graduate program in a mental health and/or emergency management related field.

A minimum of five (5) years of management or supervisory experience in a program similar in size and scope.

Director, WorkLife Services

At a minimum, a bachelor’s degree from an accredited college or university.

A minimum of five (5) years of management or supervisory experience in a program similar in size and scope.

Director, Marketing

At a minimum, a bachelor’s degree from an accredited college or university.

A minimum of five (5) years of management or supervisory experience in a program similar in size and scope.

Director, Quality Assurance

At a minimum, a bachelor’s degree from an accredited college or university.

A minimum of five (5) years of management or supervisory experience in a program similar in size and scope.

e. Identify processes for submitting deliverables for approval.

f. Provide a program management plan, including Standard Operating Procedures, milestones, and risk management.

g. Provide program transition plans.

1. Transition In Plan - includes processes, procedures, and schedule for ensuring minimum service disruption during and after transition. At a minimum, the Transition In Plan shall include:

i. A detailed summary of all transition events and estimated milestone dates.

ii. Submission of all qualification summaries/profiles for personnel (15) business days after award of the first task order. Include identification of the principal Transition In team members by name, position, and responsibilities.

iii. Plans for coordination with the COR and other government representatives.

iv. Risks associated with the transition and the Contactor’s mitigation plans in the event that the Transition In Plan cannot be executed on schedule.

v. A work plan that identifies milestones and resources required.

A final (revised) Transition In Plan is due fifteen (15) calendar days following award of the first task order.

2. Transition Out Plan - includes processes for ensuring minimum disruption during the transition of the program from the incumbent to an incoming contractor. At a minimum, the Transition Out Plan shall include:

i. A plan to work with the new contractor to provide knowledge transfer and transition support.

ii. A plan to transfer routine events and all necessary services and resources for continuity of the program.

iii. A report on the status of all deliverables and services.

iv. A report on current issues, problems, or activities in process that require immediate action.

v. Delivery of Standard Operating Procedures, in hard copy or electronic format.

A final (revised) Transition Out Plan is due sixty (60) calendar days prior to the end of the first task order, unless otherwise directed by the CO. Transition Out support shall commence six (6) months prior to the expiration of the last task order.

Objective 8 – Data & Reporting Gather and measure targeted variables to evaluate impact and outcomes on CBP and its workforce.

a. Identify EAP information data collection system and reporting capabilities.

b. Identify strategy for responding to on-demand requests for utilization, satisfaction, and other program outcomes data.

c. Identify processes for collecting, analyzing, and reporting information for performance measurement.

1. Identify measures used to report standard EAP utilization.

2. Identify measures used to report program performance/service success and gaps.

3. Identify process for determining return-on-investment.

d. Maintain a system for receiving, reporting, and addressing utilization feedback (positive and negative).

e. Provide processes and systems for generating detailed monthly, annual, and ad hoc utilization and trends reports that are editable and shareable.

f. Provide process for preparing and submitting the WOS Outcomes Study Annual Report.

Objective 9 – Quality Assurance Plan (QAP) Maintain a quality control and assurance plan that continually measures and monitors the quality of program services and performance of staff, subcontractors, and affiliate network providers.

a. Identify the EAP and WL quality indicators your organization monitors and measures, including effectiveness, outcomes, efficiency, and timeliness.

b. Identify how your organization measures quality.

c. Identify the processes your organization uses to improve quality.

5. SERVICES OPTIONAL SERVICES (dependent on availability of funds)

Task 1 – Onsite EAP – Additional Services Onsite clinicians will be located in select CBP offices to support employees, namely those with limited access to resources and/or with high EAP utilization needs. Onsite EAP support will provide a wide range of services, including counseling, trainings, outreach and presentations, and critical incident responses.

The primary purpose of onsite EAP support is to increase accessibility for employees who work and live in remote areas, work extended hours and weekends, and have difficulty accessing needed EAP resources.

At a minimum, one (1) full-time clinician will be located onsite at identified CBP locations. Some CBP offices have multiple regional locations requiring minimum travel to nearby sites. Onsite clinicians may support more than one regional location, requiring travel and lodging. Onsite clinicians will be located in the following offices, stations, and ports:

a. Arizona (Yuma, Tucson)

b. California (San Diego, El Centro, Los Angeles, San Francisco)

c. Florida (Miami)

d. Illinois (Chicago)

e. Maine (Bangor)

f. Michigan (Detroit)

g. Montana (Havre)

h. New York (New York, Buffalo)

i. North Dakota (Grand Forks)

j. Seattle (Washington, Spokane, Blaine)

k. Texas (Marfa, Del Rio, Laredo, McAllen, El Paso)

l. Vermont (Swanton)

m. Washington DC Metro (Washington Dulles Airport/Baltimore, MD)

1. Provide processes for selecting, screening, training, managing, and supervising onsite clinicians.

2. Provide process for reporting onsite EAP activities and outcomes.

Task 2 – Worklife Services In addition to legal and financial assistance programs, other worklife services will be provided to support identified needs of CBP.

a. Identify additional worklife services other than dependent care programs and worklife kits, which will support the needs of the CBP workforce, including but not limited to child/eldercare locator services, health and wellness services, and career development services.

b. Provide process for assessing and determining additional worklife services designed to meet the unique needs of the workforce.

6. DELIVERABLES AND DELIVERY SCHEDULE

6.1 Deliverable / Delivery Schedule Comment by OCCMKE: Many of these deliverables’ due dates are tied to the date of contract award. The date of contract award is not a meaningful date in an IDIQ contract because the contractor does not have a specific obligation with respect to performance until an order is awarded. Rather, the date a task order is awarded should be the date from which delivery schedules are tiered. Delivery dates could be stated in reference to the date of award of the first delivery order, if applicable, or the precise due dates could be more specifically addressed in each delivery order. Please revise the table accordingly. Comment by PROCTOR, DIANNE R.: Since these objectives are in the CORE we will be issuing a Task Order with the Contract and this will correspond with the Award of the IDIQ.

When we issue additional Task Orders, deliverables will be set up based on the Task Order. Comment by OCCMKE: The dates that currently are triggered by the date of contract award all need to be changed to be triggered by the date of award of the first task order. Contractually, CBP cannot require any performance (such as submission of deliverables, until a task order is placed.

6.2 Delivery Address

All deliverables shall be submitted electronically to the COR with the following address labeled for reference purposes:

7. SPECIAL REQUIREMENTS

Note: The following elements cannot be changed under this section.

7.1 Kickoff Meeting

A kickoff meeting shall be held on a mutually-agreed upon date as soon as reasonably possible after date of award of the first task order with key members of the contractor’s staff who will be assigned major responsibility for carrying out the tasks of the contract meeting with the Contracting Officer, Contracting Officer Representative (COR) and other interested government personnel within CBP at a location to be determined at a later date. The kickoff meeting will introduce the project management team and review the project plan with CBP COR and other designated CBP personnel. This meeting will ensure the Contractor and the Government have a common understanding; in addition they will discuss the project’s objective’s, planned course of action, milestones and deliverables, and resolve any differences between the CBP technical requirements and the Contractor’s approach.

7.2 Access to EAP Counseling Services

The Contractor shall be required to provide access to EAP Counseling Services. The Contractor shall provide via email an EAP Counseling Service Plan to the COR within fifteen (15) calendar days after award of the first task order. The Contractor shall provide short-term, solution focused EAP counseling services to all CBP employees and their eligible family members, the majority of whom are law enforcement, veterans, and first responders.

EAP counseling services shall be accessible to CBP 24 hours a day, 7 days a week, 365 days a year through an existing, dedicated toll-free telephone number. The Call Center shall be staffed with counselors specially trained in EAP clinical assessment and crisis management.

Domestic and international employees and their eligible family members shall have the ability to speak with a qualified counselor immediately via telephone through the EAP Call Center. Recorded messages are prohibited.

The initial assessment appointment shall be scheduled to occur within three (3) business days of the initial request for service for routine cases. For priority and emergent cases, a counselor shall be available to meet with a client within one (1) day of intake. Crisis counseling via telephone shall be available by telephone 24/7 and in the event of an emergency, immediate crisis intervention must be provided. Appointments shall be offered at times and locations convenient and accessible to clients. To the extent possible, contractor shall defer to the choice(s) of the client with respect to language, gender, religious, cultural, and/or ethnic preferences when referring the client to a counselor.

8. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION:

8.1 Government Furnished Equipment (GFE)

There will be no Government Furnished Equipment furnished to the Contractor under this award.

8.2 Government Furnished Information (GFI)

Indicate when the GFI will be furnished Date/Event Indicate when the GFI will be returned

9. PLACE OF PERFORMANCE

9.1 Place of Performance Location

The Contractor’s administrative / business offices shall be located within the continental United States. Most work will be performed primarily at the Contractor’s site(s). Per multiple objectives, some activities will be performed at CBP locations throughout the Unites States and its territories.

10. HOURS OF OPERATION

10.1 Maintain Access to EAP Service Hours

Maintain EAP service availability twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty five (365) days a year, including all federal holidays. The EAP must be available through a toll-free number dedicated to CBP, including Teletypewriter (TTY) or TTY Relay service for hearing / speech- impaired clients. The contractor shall ensure that there is an adequate number of personnel trained to accept TTY calls.

10.2 Maintain Core/ After Core Administrative Office Hours

Maintain administrative office hours from 9:00 AM to 5:00 PM Eastern Time (ET), Monday through Friday, exclusive of Federal holidays. Key personnel must be accessible 24/7 via an on-call system.

11. PERIOD OF PERFORMANCE

The ordering period for this effort is one (1) base for nine (9) months with four (4) twelve (12) month option periods and one (1) six (6) month extension.

The period of performance shall not exceed sixty-three (63) months.

12. SECURITY

12.1 Background Investigation

A background investigation (BI) is required for onsite EAP counselors and other key personnel determined by CBP. Contractor employees shall not begin working under this requirement until the entire BI is completed with approval from CBP, Security Programs Division.

All personnel employed by the contractor for the performance of work outlined herein shall either currently possess or are able to favorably pass a background investigation. The contractor shall submit within fifteen (15) working days after task order award a list containing the full name, social security number, and date of birth of personnel claiming to have successfully passed a background investigation by the CBP, or submit such information and documentation as may be required by the Government to have a BI performed for all personnel. The information must be correct and be reviewed by a CBP Official for completeness.

This consists of SF-85P, "Questionnaire for Public Trust Positions;" FD-258, "Fingerprint Chart;", and TDF 67-325 US Customs Authorization for Release of Information. Forms can be obtained from CBP, DHS, or by contacting the designated COR.

This process requires completion of the SF-85P, "Questionnaire for Public Trust Positions;" FD-258, "Fingerprint Chart;", and TDF 67-325 US Customs Authorization for Release of Information. Forms can be obtained from CBP, DHS, or by contacting the designated COR.

All CBP contractors who require access to CBP Information Technology (IT) Systems and/or require a Personal Identification Verification (PIV) for unescorted access to a CBP facility in accordance with HSPD-12 must also complete a background investigation to determine their fitness for employment. The COR is responsible for initiating this process for each contract applicant by coordinating with the Office of Information Technology, Workforce Management Division. The contract applicant must complete required paperwork before initiating the Electronic Questionnaire for Investigation Processing (e-QIP) and fingerprinting. Instructions on how to obtain fingerprints from a local Fieldprint site will be provided. The COR will continue to work with the Contractor and contract applicant until the provisional and/or final decision are granted.

12.2 Confidentiality

The contractor shall ensure that all policies and procedures of the EAP are in compliance with both Federal and State laws and regulations, and assure the confidentiality of client contact with the EAP. Any and all counseling / consultation records, as well as any information obtained from employee visits to or, contacts with, the EAP shall be kept in a confidential manner.

In accordance with the EAP system of records and Section 122 and 303 of PL 93-282, the Privacy Act of 1974 and 42 CFR, Part 2 “Confidentiality of Substance Abuse Disorder Patient Records.”

Because the regulations prohibit implicit and negative disclosure about persons with alcohol and other drug abuse problems (e.g., whether or not a given person has utilized the EAP), the confidentiality of all EAP clients shall be maintained. Under the provisions of the Privacy Act or the Alcohol and Drug Abuse Patient Records regulations, information may not be disclosed to any person or organization without the written consent of the client or court order requiring the disclosure.

12.2.1 Disclosure of pertinent client information is permitted under the following circumstances:

a. The client gives prior written consent to disclose information, such as permission to provide confirmation to management of EAP appointments during duty time or progress reports that are provided as terms of a last chance agreement. This consent of release is specific indicating the nature and scope of topics to be released, to whom information is to be released, the purpose of the disclosure, and the date on which the consent terminates.

b. The client poses a danger to self or others.

c. There is a suspicion, of child and or elder abuse or neglect.

d. It is legally permissible or required to warn the target(s) or a credible threat of violence or a future criminal act made by a client, or to warn the legal authorities of such threat.

e. The disclosure of information is allowed by a valid court order.

f. The disclosure is made to medical personnel in a medical emergency.

The contractor is responsible for ensuring that the person to whom confidential information is released is notified of the prohibition on secondary disclosure of this information to another. The contractor shall document this notification to the client record.

12.3 Duty to Warn

In compliance with both Federal and State laws and regulations, the contractor must notify the COR via email upon receipt of information when the duty-to-warn is invoked.

12.4 Professional Liability Insurance

The contractor must carry and maintain malpractice/liability insurance of at least five (5) million dollars.

12.5 Non-Disclosure Agreements (NDA)

All Contractor personnel performing work under the terms of this contract shall complete and sign DHS Form 1100-6, Non-Disclosure Agreement. The Contractor shall provide the completed form to the COR via email before a Contract employee has access to any information, materials, or documents pertaining to the Contract.

13. SPECIAL CONSIDERATIONS

13.1 Address and Business Name Changes

The Contractor shall provide written notification and a communications plan to the COR for approval of all business relocation and/or business name changes within sixty (60) calendar days prior to the actual occurrence.

13.2 Changes to the PWS

No changes to the resulting PWS or cost increases shall be incurred without written prior approval of the Contracting Officer as coordinated by the COR. Any changes or cost increases will not take effect until the Contracting Officer executes a written modification.

13.3 Points of Contact

All contract questions and concerns shall be directed to the point of contact as designated below. The Contracting Officer is the only individual with the authority to modify this contract.

13.3.1 Contracting Officer and Contracting Officer’s Representative

Notwithstanding the contractor’s responsibility for management during performance, the administration of this task order will require coordination between the CBP and the contractor. The Contracting Officer (CO) will appoint a Contracting Officer’s Representative (COR) to assure orderly performance of the tasks and provide technical direction. The COR is:

Contracting Officer

TBD

COR

Name: TBD

13.4 Government Quality Assurance

The CBP COR has the right to audit the Contractor during the life of the contract.

13.5 Inspection and Acceptance

The Government reserves the right to reject any deliverable based on defects with respect to completeness, correctness, clarity, and consistencies. In the event of a rejection of any deliverable, the Contracting Officer will notify the contractor in writing after receipt of the deliverable of any deficiencies to be corrected. The contractor shall have five (5) business days to correct the deficiencies.

· Accuracy - all deliverables shall be accurate in presentation, content, and shall adhere to the guidelines set forth in this document. All documentation presented to the Government shall be complete, correct, clear, and consistent.

· Clarity - deliverables shall be clear and concise.

· Timeliness - deliverables shall be submitted on or before the due date specified in the statement of work or submitted in accordance with a later scheduled date mutually agreed upon by the Government and contractor. A deliverable is considered timely if submitted on or before the date specified in the Statement of Work and, if the Government provides any written notification of deficiencies, the contractor corrects the deficiencies within five (5) business days.

13.6 Travel

Travel may be required for the performance of this contract. Contractors shall follow the following guidance for travel:

a. Travel will be conducted on a reimbursable basis for the performance of this contract. Travel shall be in accordance with Federal and CBP Travel regulations. Reimbursement of travel expenses shall be in accordance with Federal Per Diem Rates.

b. Travel will be authorized as a NTE amount and will be reimbursed based on actual expenses in accordance with the Federal Travel Regulation (FTR).

c. All travel outside the place of performance must be approved by the COR in advance. Once Contractor travel is authorized, reimbursement for travel will be in accordance with the FTR. No travel will be reimbursed without prior approval from the COR. All completed travel documentation shall be submitted with the monthly invoice.

d. All travel will be reimbursed in accordance with the FTR, NTE Travel and Travel Related Costs. Travel shall be pre-authorized by the COR prior to the Contractor scheduling or taking travel. The COR’s authorization is to determine that travel is necessary and reasonable (including but not limited to the method of travel, estimated lodging, estimated ticket price, etc.). Travel charges submitted without pre-authorization will not be reimbursed.

e. Costs for transportation, lodging, meals, and incidental expenses shall be reimbursed in accordance with Federal Acquisition Regulation (FAR) Subsection 31.205-46 and acceptable accounting procedures.

13.6. 1 Pre-Authorization for Travel

The Contractor shall submit via email to the PM and COR requests for pre-authorization as far in advance as possible to obtain the best rates. At a minimum, pre-authorization requests shall be submitted no later than seven (7) calendar days prior to the traveler’s departure date. Failure to submit timely pre-authorization requests may result in unnecessary delays in approval and as a result higher than necessary prices.

13.6.2. Travel / Trip Reports

The contractor shall provide a Trip / Travel Reports for each Government-approved trip. Each Trip Report shall include the: traveler location visited; dates of travel; duration of travel; purpose of travel; activities and accomplishments; problems or issues encountered; lessons learned; recommendations and observations; and, actual un-burdened total cost for the trip. The contractor shall submit five (5) calendar days after each Government-approved trip, a Trip Report to the Contracting Officer Representative for review and acceptance. MS Access or Adobe Acrobat (PDF).

14. UNIQUE STANDARDS

14.1 CBP Requirements

CBP Enterprise Architecture Compliance The Offeror shall ensure that the design conforms to the Department of Homeland Security (DHS) and Customs and Border Protection (CBP) Enterprise Architecture (EA), the DHS and CBP Technical Reference Models (TRM), and all DHS and CBP policies and guidelines (such as the CBP Information Technology Enterprise Principles and the DHS Service Oriented Architecture - Technical Framework), as promulgated by the DHS and CBP Chief Information Officers (CIO), Chief Technology Officers (CTO) and Chief Architects (CA).

The Offeror shall conform to the Federal Enterprise Architecture (FEA) model and the DHS and CBP versions of the FEA model, as described in their respective EAs. All models will be submitted using Business Process Modeling Notation (BPMN 1.1 or BPMN 2.0 when available) and the CBP Architectural Modeling Standards. Universal Modeling Language (UML2) may be used for infrastructure only. Data semantics shall be in conformance with the National Information Exchange Model (NIEM). Development solutions will also ensure compliance with the current version of the DHS and CBP target architectures.

Where possible, the Offeror shall use DHS/CBP approved products, standards, services, and profiles, as reflected by the hardware, software, application, and infrastructure components of the DHS/CBP TRM/standards profile.

If new hardware, software, or infrastructure components are required to develop, test, or implement the program, these products will be coordinated through the DHS and CBP formal Technology Insertion (TI) process (to include a trade study with no less than four alternatives, one of which reflecting the status quo and another reflecting multi-agency collaboration). The DHS/CBP TRM/standards profile will be updated as TIs are resolved.

All developed solutions shall be compliant with the Homeland Security (HLS) EA.

All IT hardware and software shall be compliant with the HLS EA.

Compliance with the HLS EA shall be derived from and aligned through the CBP EA.

Description information for all data assets, information exchanges and data standards, whether adopted or developed, shall be submitted to the Enterprise Data Management Office (EDMO) for review, approval, and insertion into the DHS Data Reference Model and Enterprise Architecture Information Repository.

Development of data assets, information exchanges, and data standards will comply with the DHS Data Management Policy MD 103-01. All data-related artifacts will be developed and validated according to DHS Data Management Architectural Guidelines.

Applicability of Internet Protocol version 6 (IPv6) to DHS-related components (networks, infrastructure, and applications) specific to individual acquisitions shall be in accordance with the DHS EA (per OMB Memorandum M-05-22, August 2, 2005), regardless of whether the acquisition is for modification, upgrade, or replacement. All EA related component acquisitions shall be IPv6 compliant, as defined in the USGv6 Profile (NIST Special Publication 500-267) and the corresponding declarations of conformance, defined in the USGv6 Test Program.

Personal Identifiable Information (PII) When a contractor, on behalf of CBP, handles Sensitive PII data, stores and transmits, the contractor will Accredit (ATO) this information system to the (HHM) FIPS level.

14.2 ISO Requirements / ISO Terms and Conditions for Sensitive but Unclassified Requests DHS Security Policy Requirement All hardware, software, and services provided under this task order must be compliant with DHS 4300A DHS Sensitive System Policy and the DHS 4300A Sensitive Systems Handbook.

Encryption Compliance Requirement

1. FIPS 197 (Advanced Encryption Standard (AES)) 256 algorithm and cryptographic modules that have been validated under FIPS 140-2.

2. National Security Agency (NSA) Type 2 or Type 1 encryption.

3. Public Key Infrastructure (PKI) (see paragraph 5.5.2.1 of the Department of Homeland Security (DHS) IT Security Program Handbook (DHS Management Directive (MD) 4300A) for Sensitive Systems).

Security Review The Government may elect to conduct periodic reviews to ensure that the security requirements contained in this contract are being implemented and enforced.

The Contractor shall afford DHS, including the organization of the DHS Office of the Chief Information Officer, the Office of the Inspector General, authorized Contracting Officer’s Representative (COR), and other government oversight organizations, access to the Contractor’s facilities, installations, operations, documentation, databases and personnel used in the performance of this contract. The Contractor will contact the DHS Chief Information Security Officer to coordinate and participate in the review and inspection activity of government oversight organizations external to the DHS.

Access shall be provided to the extent necessary for the government to carry out a program of inspection, investigation, and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of DHS data or the function of computer systems operated on behalf of DHS, and to preserve evidence of computer crime.

Interconnection Security Agreement Requirements

Interconnections between DHS and non-DHS IT systems shall be established only through controlled interfaces and via approved service providers. Connections with other Federal agencies shall be documented based on interagency agreements; memoranda of understanding, service level agreements or interconnect service agreements.

Personal Identification Verification (PIV) Credential Compliance Requirement

Procurements for products, systems, services, hardware, or software involving controlled facility or information system shall be PIV-enabled by…