ATTACHMENT I - CALL CENTER STATEMENT OF WORK.pdf

ATTACHMENT I

STATEMENT OF WORK

A. SUBJECT

The Federal Bureau of Prisons, Field Acquisition Office, Grand Prairie, Texas, intends to make a single award to an accredited institution for the provision of Advanced Occupational Training Program for the inmate population at the Federal Correctional Institution/Federal Prison Camp (FCI/FPC), located in Tallahassee, Florida. General Information regarding the Bureau of Prisons (BOP) and its facilities is located at www.bop.gov. Course completions will meet Federal Bureau of Prisons (BOP) standards for educational training. The Contractor shall possess a bachelors degree from an accredited college or university and/or experience in instruction in a business or service related field. The Government reserves the right to award without discussion and to make a single award. Therefore, each initial quote should contain the quoter's best terms from a cost or price standpoint. The base period of performance shall begin on the effective date of award through a 12 month period, with the government’s unilateral right to exercise up to four, 12 month option periods.

B. SERVICES TO BE PERFORMED

The BOP has requirement to offer inmates opportunities for improvement to their educational levels and workplace skills while incarcerated. The agreement is for the purpose of providing Advanced Occupational Training Program to the incarcerate students at FCI Tallahassee. The purpose of the provide needed skills for REENTRY employment in the community and to provide skills for existing work details within the institution. The Advanced Occupational Training Programs is to include, but is not limited to following course: Call Center

C. PLACE OF PERFORMANCE

Classes will be conducted at the FCI/FPC located at 501 Capital Circle NE, Tallahassee, FL.

The Contractor will teach the classes on a continuous basis for the term of the contract. The Contractor will sign a log book indicating the date of visit to the institution, time of arrival and time of departure.

D. SCHEDULE OF PERFORMANCE

A session will equal one (1) hour. The Contractor will normally work Monday through Friday (except Federal holidays) between the hours of 7:30 a.m. and 3:45 p.m. The courses shall be instructed using class room hours with four (4) to eight (8) hours of instruction per day or up to 30 hours of instruction per week. These hours will be mutually agreed upon by the Contractor and Government. The estimated maximum number of sessions per year is 1000.

The schedule shall not exceed thirty (30) hours per week, if the services are performed by an individual. The Contract Monitor (CM) will be responsible for defining each weekly schedule.

The schedule is subject to change based on the variable needs of the institution and the unpredictable nature of the correctional environment. Advance notice of schedule changes will be given whenever possible. Due to the nature of the correctional setting, delays in performance of work may be expected. Such delays may include, but are not limited to inclement weather, electrical or mechanical problems, or other security matters. In the event of any absence, the Contractor shall provide replacement coverage.

The Contractor’s instructors will need to be at the institution at least fifteen minutes prior to the start of their classes in order to be processed for entrance and escorted to the program area. The Contractor will notify the CM or Education Supervisor 24 hours in advance of class cancellation or any changes that may affect classes. If the Contractor fails to provide coverage, the Government may seek contractual remedy.

When contract employees report to the institution but are unable to perform services due to such delays, the Contractor will be paid for one (1) session. Normally, any remaining sessions for that day will be suspended and the Contractor will be free to leave. The Contractor will not be paid for the remaining unperformed sessions. However, if the institution requests that the Contractor remain at the institution for eventual performance, the Contractor shall be paid for such sessions.

E. CLASSROOM SUPPLIES

All supplies will be furnished by the Federal Bureau of Prisons which will be subject to the approval of the Supervisor of Education (SOE) and any other applicable institution authority.

The FCI will provide classroom space and adequate equipment, textbooks and tool kits to perform classroom instructions as well as training aids, materials, and textbooks. The Contractor will be required to notify the CM of material and supply needs sufficiently in advance to ensure adequate levels are maintained. Any records maintained by the Contractor under this contract will remain the property of the government.

The Contractor and/or their instructor(s) will not bring in any equipment, tools or class supplies without prior approval of the Supervisor of Education.

F. BUREAU OF PRISONS PROGRAM STATEMENTS

The following Bureau of Prisons Program Statements are applicable to this contract and are incorporated by reference with the same effect as if they were given in full text. The full text of these Program Statements may be accessed electronically at this address: http://www.bop.gov

1. Policy Statement 5300.21 - Education, Training, and Leisure Time Program Standards.

2. Policy Statement 5353.01 - Occupational Education Programs.

G. DESCRIPTION OF RESPONSIBILITIES

The Contractor will make available, on a nondiscriminatory basis, classroom instructions consistent with the requirements of this solicitation, the rules and procedures of the United States Penitentiary/Federal Prison Camp and all applicable federal and state laws and regulations in effect during the term of this contract. The manner and method in performing the task as outlined in the Statement of Work, are the sole responsibility and under the sole discretion of the Contractor, provided that the Contractor performs according to the accepted professional standards, methods and the guidelines referenced above. In addition, the Contractor will ensure the following:

The Vocational Training (VT) program to be taught, in a classroom setting, is Call Center Operations with an emphasis in Customer Service and Business Management which will give inmate students marketable skills. Instructions will also include related subject consistent with the technology. Upon completion of this training, students should be proficient at the skills.

1. The Contractor shall provide instructions and training with course requirements provided by an accrediting school. The Contractor will ensure the instruction in each program area includes those components that will lead to successful completion of that course.

Certificates of Completion for each course will be awarded to each student upon successful completion.

2. The Contractor shall possess a high degree of creative ability, computer skills, and work coordination skills. Enhance course instruction with Live work and On-The Job training to meet accrediting school’s expectations.

3. The Contractor will provide monthly reports, detailing the positive and negative aspect of the program. The reports will include a monthly planning calendar, student’s progress and lesson plan, etc.

4. The Contractor will perform examination and evaluation of students to determine mastery of course work.

H. CURRICULUM DEVELOPMENT

The Contractor shall be capable of teaching adult students at high school level. The Contractor shall use a variety of teaching techniques to include classroom lectures. The Contractor will update the curriculum as needed to include current skills. Both the Contractor and Supervisor of Education must approve any changes in scheduled programming to the curriculum.

The Contractor shall provide a written course syllabus to each student enrolled in the program and copies for the Supervisor of Education or CM. The syllabus shall include the topic, date, and the name of the instructor for each session.

I. PROGRAM/CLASSROOM MANAGEMENT

The Contractor will provide instructions and manage classes with a minimum of 20 students per class.

The Contractor shall be responsible to follow the following prescribed standards:

A. Develop and maintain a quality level of on-site education/training, enhanced by literature, pamphlets, books, handouts, and videos, as submitted by application.

B. Review and revise existing curriculum in order to provide the maximum benefit to the program participants.

C. Submit evaluation data and exam scores after completion and provide other information/data as required.

D. Ensure all contract instructors have completed the institution’s Contract/Volunteer Training session and subsequent yearly training sessions prior to being scheduled for instructional services.

J. INSTITUTION AND COMPUTER SECURITY

The Contractor agrees to follow all regulations prescribed by the institution for the safety and security of inmates. Specifically security measures include, but are not limited to:

1. Custody personnel may enter the classroom anytime to verify inmate accountability.

2. The Contractor will document any inmate infractions, including absences and tardiness, and report them to the Supervisor of Education.

3. The Supervisor of Education may alter schedule from time to time due to institution needs, e.g. emergency counts, fire alarms, census counts, early recalls, staff meeting/training, etc

4. Computer Service staff may review the contents of any computer at anytime to verify compliance with policies and procedure as set forth by the Bureau of Prisons concerning computer security.

5. Sign an Acknowledgment Form of Receipt and Understanding of the Computer Security Program Statement.

6. The Contractor shall maintain and monitor all items printed in the lab area and to ensure no printouts are removed form the class.

K. MINIMUM/SPECIAL QUALIFICATIONS/CONTRACTOR LICENSE/ACCREDITATION

The individual(s) /organization will be qualified instructors, certifiable or certified by the State of Florida, Department of Education and have at least six month of current teaching. The Contractor shall possess a bachelors degree from an accredited college or university and/or experience in instruction in a business or service related field. Experience working in a call center and a correctional setting are preferred.

All contract staff assigned to provide instructional services must demonstrate knowledge of business management principles, customer service and call center operations to include telephony and proprietary call center systems.

Quoters must specifically identify the individual that will be performing these services under any subsequent contract award. The quoter must provide proof that their candidate meets all qualifications. The candidate’s name and qualifications must be submitted at the time the quote is submitted. All Contractors must submit with their quote a resume, photocopies of documents evidencing accreditation, education, and training.

L. INMATE MANAGEMENT

The Contractor will report to institutional staff any infractions of institutional rules and regulations which come to his/her attention, to include report of absences at the beginning of each class and immediately after each break and inmates present who are not on the class roll.

All required reports regarding inmate progress, statistical information, etc. shall be submitted in writing to the Supervisor of Education for review and retention by the Government.

The provision of services under this proposed contract will require frequent and unsupervised contact with inmates. The Contractor will not be responsible for the management of inmates except to ensure that those inmates involved in activities within the Contractor’s scope of work shall abide by all rules, in effect, to ensure the safety and well being of all participants. The successful Contractor/instructors must attend the institution familiarization program as required by the Bureau of Prisons policy. He/she is to be constantly aware of security and maintain a professional relationship with inmates at all times. Any violation of the institution rules and regulations are to be brought immediately to the attention of any Government employee who is employed at the FCI, and reported to the CM for proper action.

M. INSTITUTION SECURITY

The Contractor agrees to adhere to all regulations prescribed by the institutions in regards to the safety, custody, and conduct of inmates. The Bureau of Prisons requires all non-employees to sign in and out of the institution for security reasons and periodic drug detection screening using IONSCAN® technology. The Contractor will be required to attend a one time orientation program, consisting of approximately four (4) hours, prior to performing any services under this contact. The date and time for this orientation will be mutually agreed upon by both parties, and reimbursement for attendance will be at the hourly contract rate.

N. RESTRICTIONS ON CONTRACT WORKERS

The Contractor shall not supervise inmates, supervise Bureau of Prisons staff, participate in inmate accountability, requisition, sign for, or pickup supplies, formulate policy or procedures, or attend meetings, staff recalls or staff functions.

O. PERFORMANCE CONDITIONS

The Contractor has sole responsibility and discretion for choosing and implementing the manner and method of performing tasks outlined in this Statement of Work as long as the requirements are met in accordance with the policies described above.

The services, although not directly supervised, shall be reviewed by institution medical records staff to ensure contract compliance. Contract monitoring reports will be prepared by the CM and maintained in the contract file.

P. NONPERSONAL STATUS

Award of this contract will result in a contractual arrangement only . The service is a contractual arrangement and not a personnel appointment; Payment is based on an end product or the accomplishment of a specific result; The service does not constitute an employer/employee relationship; and The Contractor will not be subject to Government supervision, except for security related matters. However, Contractor performance shall be monitored. All duties outlined in this Statement of Work shall be performed in accordance with standards and methods generally accepted within the Contractor’s own field of expertise. The CM will periodically evaluate the Contractor’s performance. In this evaluation, if the performance of the Vocational Instructor is deemed unacceptable, that provider will no longer perform those duties. In that event, the Contractor will be responsible for replacing the contract worker.

Q. PAYMENT TERMS

Contractor must provide a means for electronic payment to include bank routing and account number: Payment terms shall be as specified in FAR 52.212-4(g). The Government will make payment in accordance with the Prompt Payment Act 31 U.S.C. 3903 and prompt payment regulations at 5 CFR Part 1315. The Contractor can however offer discount payment terms for prompt payments as specified in block 12 on the SF-1449 form of this solicitation.

In order to ensure proper preparation of Contractor payment vouchers, all hours must be documented by the Contractor, showing the hours worked each visit. Payment will be made monthly following submission by the Contractor of an invoice reflecting hours of performance.

No sessions may be scheduled without the approval of the Supervisor of Education or CM.

R. PAYMENT TERMS

Contractor must provide a means for electronic payment to include bank routing and account number. Payment terms as specified in FAR 52.212-4(g). The Government will make payment in accordance with the Prompt Payment Act (31 U.S.C. 3903 and prompt payment regulations at 5 CFR Part 1315. The Contractor can however offer discount payment terms for prompt payments as specified in block 12 on the SF-1449 form of this solicitation. Partial or half sessions will not be authorized for payment.

Contractor, if an individual other than a corporation, upon contract award must complete several Human Resource Management forms. The forms are referenced as follows:

1. Direct Deposit (SF-1199A)

2. Federal/State/City/County Tax forms (as applicable)

3. Employee Locator Form (DOJ-233)

4. Race and National Origin Identification (SF-181)

5. Self-Identification of Handicap (SF-256)

6. Employment Eligibility Verification (I-9)

An award made to an individual resulting from this solicitation is not subject to 52.212-4(I), Prompt Payment Act.