70RDAD23R00000011 Draft RFP v2.0.docx

REQUEST FOR PROPOSAL 70RDAD23R00000011

SECTION M: EVALUATION FACTORS FOR AWARD

REQUEST FOR PROPOSAL 70RDAD23R00000011

SECTION M: EVALUATION FACTORS FOR AWARD

A.1 NOTICE TO OFFERORS

This is an unrestricted solicitation for the Indefinite-Delivery, Indefinite-Quantity (IDIQ) contract vehicle for Employee Assistance Program (EAP) and Work-Life support services. Offerors shall follow the instructions set forth in Section L of this solicitation to be considered for award.

Any amendment(s) to this solicitation will be posted to https://sam.gov/content/home.

(END OF SECTION A)

B.1 AUTHORITY

In accordance with 5 CFR Part 792, Federal agencies must provide employee assistance programs to assist employees with drug and alcohol abuse prevention, treatment, and rehabilitation, and permits Federal agencies to use appropriated funds to improve the affordability of childcare for lower-income employees. Additionally, in accordance with 5 U.S.C. 7901, Federal agencies may establish, within the appropriation limits available, health services programs to promote the physical and mental fitness of employees.

The authority for the award and administration of this IDIQ contract and all task orders thereunder it is defined in Section G.

B.2 BRIEF DESCRIPTION OF SERVICES

The scope of services includes a variety of EAP and Work-Life support services for all Department of Homeland Security (DHS) employees and eligible family members. Services may be provided to civilian, law enforcement, military personnel, or a combination thereof, throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).

B.3 IDIQ CONTRACT TYPE

This is a Single-Award IDIQ contract, which is available for use by DHS Headquarters and all DHS Components.

In accordance with Federal Acquisition Regulation (FAR) Section 12.207, the IDIQ contract allows task orders to be awarded on a Firm-Fixed Price (FFP), Time-and-Materials (T&M), Labor-Hour (L-H) basis, or a combination thereof. Additionally, task orders may include optional periods of performance and optional Contract Line Item Numbers (CLIN).

B.4 MINIMUM GUARANTEE AND MAXIMUM CEILING

The Government shall obligate itself at time of contract award in the amount of $26,000.00, which represents the Government’s minimum guarantee. The minimum dollar guarantee applies to the IDIQ contract as a whole and not each ordering period, if exercised. The minimum dollar guarantee will be funded by FY23 funds.

The maximum dollar amount for all task orders awarded thereunder the IDIQ contract is $180,000,000.00. An unlimited number of task orders may be awarded thereunder the IDIQ contract throughout the ordering period, including options, if exercised.

B.5 TASK ORDER PRICING

The IDIQ contract provides DHS Ordering Contracting Officers (OCO) the flexibility to determine fair and reasonable pricing tailored to task order requirements. The OCO has the authority and responsibility to determine price and, if applicable, cost reasonableness for the task order requirement.

The OCO shall identify the applicable contract type for all CLINs in each task order.

The Contractor shall propose and the OCO award all labor rates when performance is conducted at the Contractor’s facility(ies) at the Contractor Site Rate(s). The Contractor shall propose and the OCO award all labor rates at the Government Site Rate(s) when performance is conducted at the Government’s facility(ies) or a site not owned or leased by the Contractor.

B.5.1 FIRM-FIXED PRICE TASK ORDERS

FFP task orders are subject to the definitions prescribed therein FAR Section 16.202, Homeland Security Acquisition Regulation (HSAR) Subpart 3016.2, and any component-specific supplements.

B.5.2 TIME-AND-MATERIALS (T&M) AND LABOR-HOUR (L-H) TASK

ORDERS

T&M and L-H task orders are subject to the definitions prescribed therein FAR Sections 16.601 and 16.602, respectively, and any component-specific supplements.

All labor categories identified therein Attachment J.X are considered bona fide executive, administrative, and professional labor that are exempt from the Fair Labor Standards Act.

To the extent that any ancillary labor for services are within the scope of this IDIQ contract and subject to the Fair Labor Standards Act, in accordance with FAR Subpart 22.10 and any component-specific supplements, the OCO shall identify such work in the task order solicitation and make a determination as to whether wage determinations are to be applied or not.

This IDIQ contract does not include any provisions or clauses applicable to any Fair Labor Standards Act work that is part of a total solution within the scope of the IDIQ contract. The OCO shall incorporate the appropriate provisions and clauses in each task order solicitation and subsequent award when the Fair Labor Standards Act applies.

B.5.3 LABOR OUTSIDE THE CONTINENTAL UNITED STATES (OCONUS)

Outside the Continental United States (OCONUS) is defined as other than the 48 contiguous states plus the District of Columbia. It is anticipated that there may be task orders for work OCONUS.

The U.S. Department of State’s Bureau of Administration, Office of Allowances, publishes quarterly report indexes of living costs abroad, per-diem rate maximums, quarter’s allowances, hardship differentials, and danger pay allowances.

The Department of State Standardized Regulations (DSSR) is the controlling regulations for allowances and benefits available to all U.S. Government civilians assigned to foreign areas. For task orders issued thereunder this IDIQ contract, Contractor personnel assigned to foreign areas shall not receive allowances and benefits in excess of those identified in the DSSR.

For OCONUS task orders where costs are not specifically addressed in the DSSR, the Government will reimburse the Contractor for all reasonable, allowable, and allocable costs in accordance with FAR Part 31 and any component-specific supplements.

B.5.4 TRAVEL

Travel costs may be firm-fixed price or reimbursed at actual cost in accordance with the limitations set forth in FAR Subsection 31.205-46 and any component-specific supplements.

Unless otherwise directed by task order terms and conditions, the Contractor may apply indirect costs to travel consistent with the Contractor’s standard accounting practices.

B.5.5 MATERIALS

Materials may be included at the task order level in accordance with FAR 52.212-4(e)(1)(iii) ALT I (NOV 2021). OCOs shall determine the price(s) to be fair and reasonable and cost(s) to be allowable, allocable, and reasonable prior to task order award.

B.5.6 SUBCONTRACTING

All subcontracting shall follow the procedures prescribed therein FAR Part 12 and FAR Subpart 44.4, and any component-specific supplements.

(END OF SECTION B)

SECTION A: SOLICITATION/CONTRACT FORM

SECTION C: DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

SECTION B: SUPPLIES OR SERVICES AND PRICES/COSTS

C.1 BACKGROUND

The Department of Homeland Security (DHS) employs approximately 219,000 employees. Most of these employees work in the Continental United States, but there are DHS employees in Alaska, Hawaii, Puerto Rico, the United States Virgin Islands, Guam and other overseas locations. DHS recognizes that our employees face the same types of personal challenges that all other Americans face and is committed to providing our employees and their families with the right resources, at the right time, to enhance their wellness and increase resilience. Taking care of our workforce and their families is vital to the integrity of operational readiness, reliability, capability, continuity, and mission accomplishment; our success or failure has national security implications. A well and resilient workforce is a ready workforce. The Employee Assistance Program (EAP) is a key tool to providing support for employees and families who may be in need of assistance when faced with day-to-day life challenges requiring professional support to work through those issues.

A breakdown of DHS employees per country, state, and city is included therein Attachment J.6 (DHS Employee Count).

C.2 APPLICABLE GOVERNANCE AND AUTHORITIES

C.2.1 AUTHORITIES

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

Federal EAPs are established in accordance with the following Public Laws (PL): PL 79-658 authorizes the establishment of health programs to promote and maintain the physical and mental fitness of Federal employees; PL 91-616 and PL 92-255 requires Federal agencies to make available alcoholism and drug abuse programs to Federal employees; and PL 96-180 and PL 96-181 authorizes Federal agencies to provide counseling services, to the extent feasible, to family members of employees who may have alcohol or drug problems, or any other substance abuse problems.

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.

42 U.S.C. 290dd–2, Confidentiality of Substance Use Disorder Patient Records

5 U.S.C. 552a, Records Maintained on Individuals cover confidential requirements in relation to the EAP.

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

DHS Management Directive 254-02, dated May 31, 2007, establishes DHS policy for Employee Assistance Programs, and DHS Management Directive 254-03, dated May 31, 2007, sets procedures for traumatic incident management, including EAP's role.

The Omnibus Transportation Employee Testing Act of 1991, referred as “The Act”, requires drug and alcohol testing of safety-sensitive transportation employees. The Act states “rehabilitation is a critical component of any testing program for abuse of alcohol or use of illegal drugs, and should be made available to individuals, as appropriate.” In accordance with “The Act”, DOT established testing regulations, to include EAP, SAP and rehabilitation requirements.

C.2.2 COMPLIANCE DOCUMENTS

The following documents provide specifications, standards, or guidelines that shall be complied with in order to meet the requirements of the IDIQ contract. The Contractor shall comply with the following documents or any updates thereafter.

• Office of Personnel Management - Enterprise Human Resources Integration (EHRI):

C.2.3 REFERENCE DOCUMENTS

The following documents, or any updates thereafter, may be helpful to the Contractor in managing its solution and performing the services.

· Federal Cloud Computing Strategy, February 2011.

· Security Authorization of Information Systems in Cloud Computing Environments, December 2011.

· 25 Point Implementation Plan to Reform Federal Information Technology, December 2010.

· HSPD-12 – Policies for a Common Identification Standard for Federal Employees and Contractors.

· OMB M-11-11 "Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors”

· OMB M-06-16 – Acquisition of Products and Services for Implementation of HSPD-12.

· NIST Special Publication 800-171 Revision 2, Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations

C.3 SCOPE

The scope of this requirement calls for the provision of Employee Assistance and Work-Life Referral Service Program for all DHS employees and their immediate family members. “Immediate Family Members” is defined as members of the immediate household who are dependents, which may include children, elderly parents, and/or spouses/partners who share financial and family caretaking responsibilities.

DHS HQ intends to place the initial Task Order against the resultant IDIQ contract to procure Information System Security Compliance Services in order to obtain an Authorization Decision (AD). Once DHS grants an AD and DHS agrees the system is available for use in production, DHS and its Components will be able to procure other EAP services as described at the task order level.

The DHS Workforce is widely dispersed, and work in large metropolitan areas (i.e., a recognized area with 50,000 or more inhabitants), remote rural areas, and outside of the continental Unites States, including a number who are stationed in international locations. A large percentage of the DHS workforce is designated as Law Enforcement Officers (LEOs).

The EAP is designed to assist organizations in addressing productivity issues and clients in identifying and resolving personal concerns including, but not limited to, health, marital, family, financial, alcohol, drug, legal, emotional, stress, or other personal issues that may affect job performance. Services shall include, but are not limited to, assessment, short-term counseling, and/or referral services for employees and their family members; management consultation; organizational development services; training and education awareness; and, traumatic/critical incident support services.

The Contractor shall perform functions grounded in EAP Core Technologies including:

1. A focus on employees’ alcohol and other substance abuse problems;

2. Train management staff in the appropriate use of constructive confrontation techniques;

3. Providing expert consultation and training to supervisors, managers, and union stewards on how to use EAP policy and procedures for both employee problems and for management issues;

4. The creation and maintenance on micro-linkages with counseling, treatment, and other community resources for the successful referral of individual EAP cases (i.e., the Contractor must have knowledge of the availability and quality of resources in order to connect or link a client for appropriate treatment);

5. The creation and maintenance of macro-linkages between the work organization and counseling, treatment and other community resources for appropriate role and use of EAP (i.e., the Contractor must have knowledge of appropriate community resources that are available to the organization or individual);

6. The identification of employees’ behavioral problems including assessment of job performance issues (tardiness, absence, productivity, work relationships, safety, etc.)

The goal of the EAP is to enhance employee and workplace effectiveness through assisting employees with personal problems and productivity issues that may adversely impact their work performance by:

1. Providing high quality services to individuals for assessment and in-person or virtual counseling. This includes clinicians with knowledge of and experience with law enforcement (LE) officers and culture. Ensuring macro and micro linkages for the LE population possess knowledge and experience with the LE culture;

2. Contractor maintaining a training program and methodology to ensure service providers are unbiased to military service, understand military culture, and are aware of the issues facing Servicemen/Servicewomen and their dependents;

3. Ensuring that service providers have an understanding of and empathy for military personnel, civilian employees, and family members and military lifestyles, and ensuring macro and micro linkages for the DHS military population;

4. Providing support for work-life balance issues through a robust resource and referral network;

5. Assisting managers, supervisors, and team leads to improve employee job performance by providing consultative services;

6. Supporting organizational health through consultation with managers, supervisors and special operations groups who request help to address existing workplace issues that affect emotional wellbeing and Work-Life balance;

7. Providing training to employee groups on EAP and Work-Life topics;

8. Collaborating with specialized groups within each DHS Component (i.e. Peer Support, Chaplains, Critical Response teams) to provide consultation and support;

9. Providing professional services in response to critical incidents.

These services are to be provided to all DHS employees and eligible family members that are covered by this IDIQ contract. The Contractor and its subcontractor(s), consultant(s), affiliate(s), and their respective employees shall comply at all times with applicable provisions of federal, state and local law, including the Health Insurance Portability and Accountability Act (HIPAA) and National Archives and Records Administration (NARA) records retention schedules.

There is no cost to employees and eligible family members for EAP and Work-Life services. There are times when it is appropriate to refer employees or their family member(s) to outside community resources. When employees accept these referrals, some of their services may continue to be at no cost to them; however, there may be times when fees are assessed by an outside provider due to the nature and number of services required. At those times when services are in excess of the stipulated amounts, employees or their family member(s) will be responsible for any fees charged by the provider. The EAP works with employees or their family members to keep the cost within their financial means and works to ensure that referrals to counselors are coordinated with the employee’s health insurance.

C.4 REQUIREMENTS AND DESCRIPTION OF TASKS

The following task descriptions specify the scope of services that may be acquired under this IDIQ contract. Specific requirements will be delineated at the task order level. DHS employees and eligible family members are permitted to receive EAP and Work-Life services up to the allowable quantity prescribed for that specific service on an annual basis.

C.4.1 TASK 1: INFORMATION SYSTEM SECURITY COMPLIANCE – AUTHORIZATION DECISION (AD)

The Contractor shall not input, store, process, output, and/or transmit sensitive information within a Contractor information technology system without an Authorization Decision signed by the DHS Headquarter or DHS Component Chief Information Officer (CIO), or designee, in consultation with the DHS Headquarter or DHS Component Privacy Officer. Unless otherwise specified in the Authorization Decision, the Authorization Decision is valid for one (1) year. The Contractor shall adhere to current and updated federal and DHS-specific policies, procedures, and guidance for the Security Authorization (SA) process as defined in https://www.dhs.gov/publication/security-training-contract-policy and NIST Special Publication 800-37, Revision 2, Revision 2, Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy, January 2020.

The Contractor’s Information System Security Officer (ISSO) shall coordinate all security activities with the Federal ISSO and/or System Owner. The Portfolio Management Division Information System Security Manager (ISSM) will provide guidance to the Federal ISSO for management with the Contractor ISSO where needed.

All information technology and security compliance documents shall be submitted to the Contracting Officer’s Representative (COR), and reviewed and approved by the DHS Chief Information Security Office Directorate (CISOD) upon creation and after any subsequent changes before they go into effect. All security documentation and artifacts will be uploaded and documented in the DHS system of record.

C.4.1.1 INTELLECTUAL PROPERTY

All intellectual property resulting from activities undertaken in performance of this IDIQ contract and any resultant task order shall be governed under the applicable FAR patent and data rights clauses incorporated therein the IDIQ contract, including FAR 52.227-1, 52.227-2, 52.227-11, FAR 52.227-14, FAR 52.227-16, and FAR 52.227-17, along with any special IDIQ contract requirements prescribed therein Section H that relate to data and patent rights.

C.4.1.2 SECURITY

Contractor access to unclassified, but security sensitive information, may be required under this IDIQ contract. Contractor employees shall safeguard this information against unauthorized disclosure or dissemination.

C.4.1.3 DHS ENTERPRISE ARCHITECTURE COMPLIANCE

All solutions and services shall meet DHS Enterprise Architecture policies, standards, and procedures. Specifically, the Contractor shall comply with the following HLS EA requirements:

1. All developed solutions and requirements shall be compliant with the HLS EA;

2. All IT hardware and software shall be compliant with the HLS EA Technical Reference Model (TRM) Standards and Products Profile;

3. 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 Mobius;

4. Development of data assets, information exchanges and data standards will comply with the DHS Data Management Policy MD 103-01 and all data-related artifacts will be developed and validated according to DHS data management architectural guidelines;

5. 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 Enterprise Architecture (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 U.S. Government Version 6 (USGv6) Profile (National Institute of Standards and Technology (NIST) Special Publication 500-267) and the corresponding declarations of conformance defined in the USGv6 Test Program.

The Contractor shall utilize and adhere to the DHS Enterprise Security Architecture to the best of its ability and to the satisfaction of the Government. Areas of consideration could include:

1. Use of multi-tier design (separating web, application and data base) with policy enforcement between tiers;

2. Compliance to DHS Identity Credential Access Management (ICAM);

3. Security reporting to DHS central control points (i.e. the DHS Security Operations Center (SOC) and integration into DHS Security Incident Response;

4. Integration into DHS Change Management (for example, the Infrastructure Change Control Board (ICCB) process);

5. Performance of activities per continuous monitoring requirements

The Contractor shall participate in DHS’s Continuous Monitoring Strategy and methods, or shall provide a Continuous Monitoring capability that DHS determines acceptable. The DHS Chief Information Security Officer (CISO) issues annual updates to its Continuous Monitoring requirements via the Annual Information Security Performance Plan. At a minimum, the Contractor shall implement and maintain the following processes in accordance with the NIST Special Publication 800-137 Information Security Continuous Monitoring for Federal Information Systems and Organizations (https://csrc.nist.gov/publications/detail/sp/800-137/final):

1. Asset Management

2. Vulnerability Management

3. Configuration Management

4. Malware Management

5. Log Integration

6. Security Information Event Management (SIEM) Integration

7. Patch Management

8. Provide application event logs to the DHS SOC

9. Near-real-time security status updates to the DHS Security Operations Center (SOC)

The Contractor shall comply with requests to be audited and provide responses within three (3) business days to requests for data, information, and analysis from DHS and any applicable Component COR. The Contractor shall provide support during the audit activities and efforts. These audit activities may include, but are not limited to, the following: requests for system access for penetration testing, vulnerability scanning, incident response and forensic review.

C.4.1.4 DHS APPLICATION ARCHITECTURE COMPLIANCE

The Contractor shall ensure that the application is designed and developed for browser independence (i.e., the application will generally work with any of the major browsers). DHS HQ currently uses Microsoft Edge (Version 105.0.1343.50 (Official build) (64-bit)) configured with numerous Group Policy Objects (GPOs) as well as Firefox (102.3.0esr (64-bit)), similarly, secured with centrally managed security policies. Browser specific implementations or limitations on browser independence shall be approved in writing by DHS OCIO prior to development. Web Applications should be designed utilizing a responsive web design (RWD) approach, to provide an optimal viewing and interaction experience, independent of that particular platform capabilities the end user is utilizing. If DHS OCIO upgrades to a newer version of Microsoft Edge or Firefox, the Contractor shall ensure the application is compatible with the future version.

C.4.1.5 DHS OPEN-SOURCE COMPLIANCE

The Contractor shall follow the DHS Reusable and Open-Source Software Policy Directive (Policy Directive 142-04) when evaluating any technologies, tools, software, and/or application programmable interfaces (APIs) to support a system.

C.4.1.6 FEDRAMP CERTIFICATION COMPLIANCE

The Contractor’s enterprise architecture shall be hosted on a FedRAMP authorized, cloud-based software as a solution (SaaS), or in one of the DHS cloud-based environments. At a minimum, the Contractor’s enterprise architecture shall have a moderate impact level.

C.4.1.7 CYBER-SUPPLY CHAIN RISK MANAGEMENT (C-SCRM)

a. “Gray-Market” Equipment

i. The Contractor shall provide only new equipment unless otherwise expressly approved, in writing, by the Contracting Officer (CO). The Contractor shall provide only Original Equipment Manufacturer (OEM) parts to the Government. In the event that a shipped OEM part fails, all replacement parts shall be OEM parts.

ii. The Contractor shall be excused from using new OEM (i.e., "gray market”, "previously used”) parts only with formal Government approval, in writing, from the IDIQ CO. Such parts shall be procured from their original source and shipped only from the manufacturer’s shipment points.

iii. All equipment and parts obtained by the Contractor on behalf of the Government shall be provided to the DHS COR for DHS OCIO review and approval to validate requirements and approve the manufacturer or provider.

b. Hardware and Software Requests

i. The Contractor supplies the Government with hardware and software and shall provide the manufacturer’s name, address, state, and/or domain of registration, and the DUNS number for all components comprising the hardware and software. If subcontractors or subcomponents are used, the name, address, state, and/or domain of registration and DUNS number of those suppliers shall be provided.

ii. Subcontractors are subject to the same general requirements and standards as the Prime Contractor. Contractors employing subcontractors shall perform due diligence to ensure that these standards are met.

iii. The Government shall be notified when a new contractor/subcontractor/service provider is introduced to the supply chain, or when suppliers of parts or subcomponents are changed.

1. For software products, the Contractor shall provide all OEM software updates to correct defects for the life of the product (i.e., until the “End of Life (EoL)"). Software updates and patches shall be either: made available to the Government for all products procured under this IDIQ contract, replaced upon End of Support (EoS) is reached, or formally waived (in writing) by the IDIQ CO.

c. Supply-Chain Transport

i. The Contractor shall employ formal and accountable transit, storage, and delivery procedures (i.e., the possession of the component is documented at all times from initial shipping point to final destination, and every transfer of the component from one custodian to another is fully documented and accountable) for all shipments to fulfill contract obligations with the Government.

ii. All records pertaining to the transit, storage, and delivery will be maintained and available for inspection for the lessor of the term of the IDIQ contract, the period of performance, or one calendar year from the date the activity occurred.

iii. This transit process shall minimize the number of times enroute components undergo a change of custody and make use of tamper-proof or tamper-evident packaging for all shipments. The supplier, at the Government's request, shall be able to provide shipping status at any time during transit.

iv. All records pertaining to the transit, storage, and delivery shall be readily available for inspection by any agent designated by the Government as having the authority to examine them.

v. The Contractor is fully liable for all damage, deterioration, or losses incurred during shipping and handling, unless the damage, deterioration, or loss is due to the Government.

vi. The Contractor shall provide a packing slip, which shall accompany each container or package with the information identifying the contract number, the task order number, a description of the hardware/software enclosed (manufacturer name, model number, serial number), and the customer point of contact.

vii. The Contractor shall send a shipping notification to the intended government recipient; with a copy transmitted via email to the IDIQ CO, or designated representative. This shipping notification shall be sent electronically and will state the contract number, the task order number, a description of the hardware/software being shipped (manufacturer name, model number, serial number), initial shipper, shipping date and identifying (tracking) number.

d. Notifications

i. The Contractor shall notify the IDIQ PM, IDIQ CO, IDIQ COR, the DHS OCIO, and the DHS Component CIO through the Enterprise Security Operations Center (ESOC) directly of any suspected or potential violations of Section 889 of the National Defense Authorization Act (NDAA) for Information Communications Technology (ICT) at NDAA_Incidents@hq.dhs.gov.

e. Foreign Equities

The Contractor shall immediately notify the IDIQ PM, IDIQ CO, and IDIQ COR, who will report to the Office of the Chief Security Officer (OCSO), or cognizant component personnel security office, regarding any changes to corporate foreign ownership, control, or influence.

C.4.1.8 PROTECTION OF INFORMATION

Contractor access to information protected under the Privacy Act is required thereunder the IDIQ contract. Contractor employees shall safeguard this information against unauthorized disclosure or dissemination in accordance with the law and Government policy and regulation.

C.4.2 TASK 2: INTAKE

C.4.2.1 HOURS OF OPERATION/CALL CENTER OPERATIONS

The Contractor shall provide 24-hours a day/7-days a week (24/7) access to EAP and Work-Life staff including master’s level, licensed employee assistance program clinicians via one centralized toll-free, dedicated telephone number issued to DHS. DHS Components may elect to have their own distinct toll-free, dedicated telephone number. Furthermore, DHS Components may port their existing dedicated toll-free phone lines to the Contractor, and the same provisions will remain. At the conclusion of the IDIQ contract, ownership of the toll-free telephone numbers/lines will be transferred to DHS.

The Contractor is responsible for ensuring that services are immediately accessible and responsive to employees. All calls shall be initially answered within fifteen (15) seconds and the Contractor shall manage the volume of calls to keep waiting time to less than one minute. Each call will be answered with a greeting tailored to the Component from which the call originates. The Contractor shall ensure that both OCONUS and CONUS employees can contact the EAP telephonically toll-free. During calls all warm transfer wait times to other counselors shall be kept under sixty (60) seconds.

The Contractor shall also provide access to all services through their website. The website will provide a means for employees and eligible family members to request a callback from the Contractor. The Contractor shall ensure that all requests through the website are responded to on the next business day, or within twenty-four hours of the request, whichever is sooner. The Contractor’s telecommunications infrastructure shall be capable of supporting additional call volume, due to surge in the event of a major disaster.

The Contractor shall make outbound calls to clients. Follow up calls shall be made to clients in order to ensure services met the requirements, needs and expectations of the caller. Additionally, in order to meet the changing needs of the clients and DHS, other specific call back services may be added.

The Contractor’s technical infrastructure shall support translation/interpretation. Contractor telephone integration shall include a process and capability to use interpreter/translators for telephone calls. Minimally, translation services shall be provided for English-to-Spanish and Spanish-to-English. Translation services shall be offered on an immediate / on-demand basis to individuals calling the call center. Translation services shall also be available for legal documents (leases, marriage licenses, adoptions, utility bills, legal documents, etc.) within three (3) business days. The Contractor’s telecommunications system provides TDD/TTY capability.

Additionally, the Contractor’s telecommunications system shall provide the ability to trace calls.

C.4.2.2 CORE ADMINISTRATIVE OFFICE HOURS

The Contractor shall ensure that its administrative office is open 9:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, exclusive of Federal holidays. Contractor Key Personnel shall be accessible 24/7 via an on-call system.

C.4.2.3 INTAKE DATA ELEMENTS

The Contractor shall collect the following mandatory data elements from clients contacting the toll-free line for services. The Contractor may also request the voluntary data elements upon advising clients that these elements are not required. If a request is for counseling services, the Contractor may ask if the caller prefers to speak to a counselor experienced with assisting law enforcement personnel. The Contractor shall not collect any other data from clients unless approved in writing by the COR. The Contractor shall not collect social security numbers (SSNs) or birthdates.

Following contract award, the Contractor shall collaboratively develop the intake script with each participating DHS Component.

C.4.2.4 IMMEDIATE ACCESS TO A QUALIFIED COUNSELOR

Counselors specially trained in EAP clinical assessments, crisis management, and supervisory consultation shall be available to directly interact with callers in emergencies, acute/complex situations or when the caller requests to speak directly with a counselor. In such cases, the calls shall be warm transferred to the counselor, and counselors with law enforcement experience shall be offered to DHS employees who identify themselves as law enforcement or the law enforcement family members.

C.4.2.5 INTERNATIONAL CLIENTS

DHS overseas employees and their eligible family members stationed elsewhere shall be able to talk with a counselor 24/7 via telephone by either calling the centralized toll-free number, the DHS Component-specific toll-free number, or calling the Contractor collect.

C.4.3 TASK 3: ASSESSMENT, SHORT TERM COUNSELING, AND REFERRAL

C.4.3.1 AFFILIATE COUNSELOR NETWORK

The Contractor shall maintain a large network of affiliate counselors, ensuring coverage in all locations where DHS employees work and live. In large metropolitan areas (i.e., a recognized area with 50,000 or more inhabitants), the Contractor shall ensure that there are an adequate number of counselors to provide services to DHS employees within a reasonable commuting distance from work or home, defined herein as no further than fifteen (15) miles. In remote locations where qualified mental health professionals may not be readily available within the prescribed distance requirement, the Contractor shall provide alternative plans for servicing clients (i.e., expanded distance for provider access, remote counseling, etc). The Contractor shall provide an orientation about DHS to new affiliate counselors. Affiliate counselors shall not provide services until they have received the orientation, which may be accomplished by telephone or written communications.

C.4.3.2 INITIAL FACE-TO-FACE COUNSELING

The initial assessment appointment will be scheduled to occur within three (3) business days of the initial request for service for routine cases. Crisis counseling via telephone shall be available by telephone 24/7, and in the event of an emergency immediate crisis intervention shall be provided. Appointments shall be offered at times and locations convenient and accessible to clients. To the extent possible, the 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.

C.4.3.3 ALTERNATIVE MODES OF COUNSELING DELIVERY (TELEHEALTH SERVICES)

For DHS employees located in remote locations or who elect to participate in a virtual environment, the Contractor shall establish an infrastructure (i.e., equipment, counselors, etc.) to provide video and/or chat counseling for DHS employees and their eligible family members who wish to access counseling via this media rather than in a counselor's office or telephonically. Counseling provided through these alternate means shall be conducted by counselors who meet the minimum requirements of the IDIQ contract and shall be subject to the same requirements of face-to-face counseling.

C.4.3.4 ASSESSMENT

Counselors shall screen, identify, evaluate, and assess individual and family problems using industry best practices, standards, and modalities for the specific problem(s), including bio-psycho-social assessments. Clients should be assessed and referred within the first two to three EAP sessions unless the assessed problem can be resolved within a short-term, problem-solving framework.

C.4.3.5 SHORT-TERM COUNSELING/PROBLEM SOLVING

The counselors shall, as clinically appropriate, provide short-term, solution-focused counseling and problem-solving for either up to six (6) 60-minute EAP sessions per client per issue, or up to twelve (12) 60-minute EAP sessions per client per issue. The number of sessions will be chosen by each participating Component. Written documentation shall be retained for participants requiring services in greater duration than one telephonic session or in which the employee and/or family member provides background information. Documentation shall include the nature of the issue, the assessment as to any course of action required (i.e., face-to-face counseling, drug/alcohol referral, etc.), type of services rendered, follow-up requirements, and when necessary, goals related to treatment services. All records and documentation shall be maintained in a manner compliant with HIPAA and NARA regulations.

C.4.3.6 REFERRAL

If, during the assessment or counseling/problem solving phase, the Contractor concludes that a client's problem(s) necessitates specialized services or longer-term care, the Contractor shall refer the client to a community treatment resource. The Contractor shall advise clients of their responsibility to pay for treatment and rehabilitation services provided by community treatment resources and will assist the client to best utilize their insurance benefits by reviewing their benefits with them.

C.4.3.7 FOLLOW-UP

Within two (2) weeks of a client's referral to a community resource, the client shall be contacted to confirm the client has been linked successfully to the resource. If the client has not been successfully linked, the Contractor shall provide another referral to the client. The results of these 14-day call backs shall be noted in the client's record. If clinically appropriate and acceptable to the client, and if a signed authorization is obtained, follow-up with the referral resource by the Contractor shall be encouraged. If the client has been successfully linked with a resource, the Contractor shall complete the first Client Satisfaction Survey.

C.4.4 TASK 4: INFORMATION AND REFERRAL NETWORK

The Contractor shall establish a full range of EAP related-referral resources including resources for clinical diagnosis and treatment, psychosocial and medical issues, and family problems. The Contractor shall ensure that any age, gender, and/or ethnic preferences of the client are respected and will provide the client with a referral source which meets client needs. Referral resources shall include services that are culturally sensitive for law enforcement and military personnel. The Contractor shall make every effort to ensure that the cost of services is kept within the client's financial means, including reference to the Federal Employees Health Benefit Plan or Tricare as appropriate, and will facilitate the client's contacting and utilizing the community resource of choice.

C.4.5 TASK 5: SUBSTANCE ABUSE CASE MANAGEMENT

Federal code requires that all employees with a positive drug test be offered EAP services. In addition, some DHS Components have employees who perform safety/security-sensitive duties and are thus subject to alcohol testing under 49 CFR and must follow Part 40.

For clients formally referred to the EAP for substance abuse, counselors will provide comprehensive clinical evaluations for substance abuse; formulation of treatment and rehabilitation plans; referrals; case management for (one) 1 year; monitoring; and relapse prevention programs. For DHS employees who are subject to alcohol testing and who are referred to the EAP as a result of a positive alcohol screening, the client will be assessed by a Substance Abuse Professional (SAP) who meets federal standards to serve as a SAP, as identified in 49 CFR Part 40.

C.4.5.1 SUBSTANCE ABUSE LAST CHANCE AGREEMENT

In the event of a formal supervisory and Drug-Free Workplace Program (DFWP) referral for substance abuse, the Contractor shall advise the manager on how to formally refer the employee. If the client is referred by management or the DFWP, as part of a last chance agreement, due to a positive drug and/or alcohol test results, or the result of an alcohol-related offense, the client is required to sign a release permitting the EAP counselor, SAP, and treatment facility to inform the client's manager and DFWP about their assessment, treatment, attendance, and cooperation in meeting the treatment goals. In the event the client refuses to sign the release, the client's participation in the EAP will not satisfy the requirements of the last chance agreement and management/DFWP referrals.

The counselor or SAP shall assess the problem(s), review the client's health insurance coverage and refer the client to an appropriate community treatment program. If the SAP requires the client (employee) to undergo individualized counseling sessions, the six (6) 60-minute EAP sessions, provided by the Component, can be utilized to meet this requirement.

Documentation shall include the nature of the issue, the assessment as to any course of action required (i.e., face-to-face counseling, drug/alcohol referral, etc.), type of services rendered, follow-up requirements, when necessary, goals related to treatment services and return-to-duty and follow-up testing requirements when returning an employee to safety-sensitive duties. Documentation prepared by SAPs, to include EAP Contractors performing SAP services, and treatment facilities may be provided directly to the DFWP, upon request and with a signed release from the employee.

The counselor shall ensure that the client is admitted, monitor their treatment and keep the appropriate Component official advised as to the progress being made to the extent allowed by the release.

If the employee discontinues participation in a treatment program, documentation shall be included within the employee's treatment record and no further action shall be taken by the counselor or the Contractor.

Each Component has slightly different requirements for reporting and tracking substance abuse cases, and the Contractor shall ensure that Component requirements are included their operating procedures.

C.4.5.2 SUBSTANCE ABUSE AFTERCARE SERVICE

The Contractor shall provide substance abuse aftercare services to all DHS employees who have successfully completed a recommended course of treatment. Aftercare includes, but is not limited to, the clinician arranging for and participating in Aftercare Planning and Back-to-Work Conferences; relapse prevention services; and 12-month follow-up contact with the client. Such contact may be a monthly telephone contact or in person, depending on the clinical circumstances.

C.4.6 TASK 6: OPTIONAL ONSITE EAP SERVICES

Onsite clinicians will be located in select offices to support employees, namely those with limited access to resources and/or with high EAP utilization needs. 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.

Onsite EAP support will provide a wide range of services,…