S02 36C26124Q0683 MH EVAL RFQ.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. UEI: EFT:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

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

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

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

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

36C26124Q0683 08-09-2024

Joshua Barrios, joshua.barrios@va.gov 916-923-455 08-30-2024

15:00 PDT

612MCP

Department of Veterans Affairs

Network Contracting Office (NCO) 21 3237 Peacekeeper Way, Bldg 200 Suite 204 McClellan Park CA 95652

X 100

X

561320

$34 Million

N/A

X

Please see the Performance Work Statement (PWS).

612MCP

Department of Veterans Affairs

Network Contracting Office (NCO) 21 3237 Peacekeeper Way, Bldg 200 Suite 204 McClellan CA 95652

FMS VA-9(101) Financial Services Center

PO Box 149971 Austin TX 78714-9971

See CONTINUATION Page

This is a request for quote to provide mental health evaluation services in accordance with the Performance Work Statement (PWS) contained herein.

Please refer to the Addendum to FAR 52.212-1, Instructions to Offerors, and VAAR 852.273-73 for details on how to respond.

Questions regarding this RFQ are due 08/16/2023 by 3:00 pm

PDT.

Questions and quotes shall be submitted by email only to joshua.barrios@va.gov.

See CONTINUATION Page

X X

X 1

Emily Trinh

CONTRACTING OFFICER

36C26124Q0683

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

B.3 PERFORMANCE WORK STATEMENT

SECTION C - CONTRACT CLAUSES

C.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.2 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR

INFORMATION SYSTEMS (NOV 2021)

C.3 52.216-18 ORDERING (AUG 2020)

C.4 52.216-19 ORDER LIMITATIONS (OCT 1995)

C.5 52.216-22 INDEFINITE QUANTITY (OCT 1995)

C.6 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.7 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.8 52.232-19 AVAILABILITY OF FUNDS FOR THE NEXT FISCAL YEAR (APR

1984)

C.9 VAAR 852.201-70 CONTRACTING OFFICER'S REPRESENTATIVE (DEC 2022)

C.10 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.11 VAAR 852.204-70 PERSONAL IDENTITY VERIFICATION OF CONTRACTOR

PERSONNEL (MAY 2020)

C.12 VAAR 852.204-71 INFORMATION AND INFORMATION SYSTEMS SECURITY

(FEB 2023)

C.13 VAAR 852.211-76 LIQUIDATED DAMAGES – REIMBURSEMENT FOR DATA

BREACH COSTS (FEB 2023) ALTERNATE I (FEB 2023)

C.14 VAAR 852.215-70 SERVICE-DISABLED VETERAN-OWNED AND VETERAN-

OWNED SMALL BUSINESS EVALUATION FACTORS (JAN 2023) (DEVIATION)

C.15 VAAR 852.215-71 EVALUATION FACTOR COMMITMENTS (OCT 2019)

C.16 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS

(NOV 2018)

C.17 VAAR 852.237-70 INDEMNIFICATION AND MEDICAL LIABILITY INSURANCE

(OCT 2019)

C.18 VAAR 852.237-72 CRIME CONTROL ACT—REPORTING OF CHILD ABUSE

(OCT 2019)

C.19 VAAR 852.237-74 NON-DISCRIMINATION IN SERVICE DELIVERY (OCT 2019)

C.20 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020) . 58

C.21 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (MAY 2024)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.201-1 ACQUISITION 360: VOLUNTARY SURVEY (SEP 2023)

E.2 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL

ITEMS

E.3 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.4 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.5 52.204-29 FEDERAL ACQUISITION SUPPLY CHAIN SECURITY ACT

ORDERS—REPRESENTATION AND DISCLOSURES (DEC 2023)

E.6 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.7 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.8 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION

(OCT 2018)

E.9 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.10 VAAR 852.239-75 INFORMATION AND COMMUNICATION TECHNOLOGY

ACCESSIBILITY NOTICE (FEB 2023)

E.11 VAAR 852.273-70 LATE OFFERS (NOV 2021)

E.12 VAAR 852.273-73 EVALUATION - HEALTH-CARE RESOURCES (JAN 2003)

E.13 VAAR 852.273-74 AWARD WITHOUT EXCHANGES (NOV 2021)

E.14 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (MAY 2024)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

(continuation from Standard Form 1449, block 18A.)

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: TBD

b. GOVERNMENT: Contracting Officer

Network Contracting Office (NCO 21)

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System for Award Management

[ ] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly [ ]

b. Semi-Annually [ ]

c. Other [X] Monthly in accordance with issued task orders

4. GOVERNMENT INVOICE ADDRESS: Invoices will be electronically submitted to the

Tungsten website at http://www.tungsten-network.com/US/en/veterans-affairs/. Tungsten direct vendor support number is 877-489-6135 for VA contracts. The VA-FSC pays all associated transaction fees for VA orders. During Implementation (technical set-up) Tungsten will confirm your Tax Payer ID Number with the VA-FSC. This process can take up to 5 business days to complete to ensure your invoice is automatically routed to your Certifying Official for approval and payment. In order to successfully submit an invoice to VA-FSC please review “Instructions for invoice entry” within Useful information & downloads on the Tungsten Website. All invoices submitted through Tungsten to the VA-FSC should mirror your current submission of Invoice. Clarification of additional requirements should be confirmed with your Certifying Official (your CO or buyer). The VA-FSC requires specific information in compliance with the Prompt Pay Act and Business Requirements. Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have questions about the e-invoicing program or Tungsten, please contact the FSC at the phone number or email address listed below:

http://www.tungsten-network.com/US/en/veterans-affairs/

Tungsten Support Phone: 1-877-489-6135

Website: http://www.tungsten-network.com/US/en/veterans-affairs/ Tungsten e-Invoice email: VA.Registration@Tungsten-Network.com

Department of Veterans Affairs Financial Service Center

Phone: 1-877-353-9791 Email: vafsccshd@va.gov

More information on the VA Financial Services Center is available at http://www.fsc.va.gov/einvoice.asp

5. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO. DATE

http://www.tungsten-network.com/US/en/veterans-affairs/ mailto:VA.Registration@Tungsten-Network.com mailto:vafsccshd@va.gov http://www.fsc.va.gov/einvoice.asp

B.2 PRICE/COST SCHEDULE

Contractor shall provide Mental Health Evaluation services in accordance with the performance work statement contained herein. Quantities are considered estimated.

The guaranteed minimum award amount for this contract is $2,500.00. The maximum aggregate value of orders that can be placed under this contract is $2,000,000.00. The Government does not guarantee that it will place any orders under this contract more than the guaranteed minimum award amount.

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

330.00 EA __________________ __________________

Psychiatric Assessments

Contract Period: Ordering Period 1 POP Begin: 10-01-2024 POP End: 09-30-2025 PRINCIPAL NAICS CODE: 561320 - Temporary Help Services PRODUCT/SERVICE CODE: Q519 - Medical - Behavioral and Mental Health

Contract Period: Ordering Period 2 POP Begin: 10-01-2025 POP End: 09-30-2026 PRINCIPAL NAICS CODE: 561320 - Temporary Help Services

Contract Period: Ordering Period 3 POP Begin: 10-01-2026 POP End: 09-30-2027 PRINCIPAL NAICS CODE: 561320 - Temporary Help Services

Contract Period: Ordering Period 4 POP Begin: 10-01-2027 POP End: 09-30-2028 PRINCIPAL NAICS CODE: 561320 - Temporary Help Services

Contract Period: Ordering Period 5 POP Begin: 10-01-2028 POP End: 09-30-2029 PRINCIPAL NAICS CODE: 561320 - Temporary Help Services

GRAND TOTAL __________________

B.3 PERFORMANCE WORK STATEMENT

MOBILE CRISIS TEAM REQUIREMENTS

1.0 GENERAL

1.1 Service Provided: The contactor must provide licensed independent mental health professionals for on-call Emergency Department (ED) consultations five days a week (Monday through Friday) from 4:30 p.m. to 8:00 a.m. the following morning, and 24 hours a day on weekends and holidays. Psychiatric Assessments (hereinafter “mental health evaluations”) shall be performed for patients in the VA Northern California Health Care System Emergency Department (ED) at 10535 Hospital Way Bldg. 700, Mather, California 95655.

1.2 Place of Performance: The contractor shall provide licensed independent mental health professionals for VA Northern California Health Care System’s (VANCHCS) Emergency Department (ED) at Sacramento VA Medical Center at Mather, California. Located at 10535 Hospital Way, Mather, CA 95655.

1.3 Period of Performance: October 1, 2024 – September 30, 2029

Ordering Period 1: October 1, 2024 – September 30, 2025 Ordering Period 2: October 1, 2025 – September 30, 2026 Ordering Period 3: October 1, 2026 – September 30, 2027 Ordering Period 4: October 1, 2027 – September 30, 2028 Ordering Period 5: October 1, 2028 – September 30, 2029

1.4 Authority: Title 38 USC 8153, Health Care Resources (HCR) sharing Authority.

1.5 Policy/Handbooks- the contractor shall be subject to the following policies, including any subsequent updates during the period of performance:

1.5.1 - VA Directive 1663: Health Care Resources Contracting - Buying

1.5.2 - VHA Directive 2006-041 “Veterans’ Health Care Service Standards” (expired but still in effect pending revision)

2006-041

1.5.3 - VHA Handbook 1100.17: National Practitioner Data Bank Reports – 1100.17

1.5.4 -VHA Handbook 1100.18 Reporting And Responding To State Licensing Boards – 1100.18 https://www.bing.com/ck/a?!&&p=bb1b9071b87ba349JmltdHM9MTcwOTE2NDgwMCZpZ3VpZD0wZTNlZWFhYS0wMTVkLTY4YzEtMGFiMC1mZTllMDBlNzY5M2MmaW5zaWQ9NTIwNg&ptn=3&ver=2&hsh=3&fclid=0e3eeaaa-015d-68c1-0ab0-fe9e00e7693c&psq=VA+Directive+1663&u=a1aHR0cHM6Ly93d3cudmEuZ292L3ZhcHVicy92aWV3UHVibGljYXRpb24uYXNwP1B1Yl9JRD05NjkmRlR5cGU9Mg&ntb=1 https://www.bing.com/search?q=VHA+Directive+2006-041+&qs=n&form=QBRE&sp=-1&lq=0&pq=vha+directive+2006-041+&sc=2-23&sk=&cvid=881B77598A1F4ADCB68C3F9DBB6F096B&ghsh=0&ghacc=0&ghpl= https://www.bing.com/search?q=VHA+Handbook+1100.17%3A+National+Practitioner+Data+Bank+Reports+-&cvid=ec7dbe7bec954851ba5b46049067b22f&gs_lcrp=EgZjaHJvbWUyBggAEEUYOdIBBzM5MmowajSoAgCwAgA&FORM=ANAB01&PC=U531 https://www.bing.com/ck/a?!&&p=e758d23799be5ad7JmltdHM9MTcwOTE2NDgwMCZpZ3VpZD0wZTNlZWFhYS0wMTVkLTY4YzEtMGFiMC1mZTllMDBlNzY5M2MmaW5zaWQ9NTIwMw&ptn=3&ver=2&hsh=3&fclid=0e3eeaaa-015d-68c1-0ab0-fe9e00e7693c&psq=VHA+Handbook+1100.18%5c&u=a1aHR0cHM6Ly93d3cudmEuZ292L3ZoYXB1YmxpY2F0aW9ucy92aWV3cHVibGljYXRpb24uYXNwP3B1Yl9pZD05MTc0&ntb=1

1.5.5 - VHA Handbook 1100.19 Credentialing and Privileging – 1000.19

1.5.6 VHA Handbook 1907.01 Health Information Management and Health Records:

1907.01

1.5.7 Privacy Act of 1974 (5 U.S.C. 552a) as amended

http://www.justice.gov/oip/foia_updates/Vol_XVII_4/page2.htm

1.6 Definitions/Acronyms- Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and/or interpretation. In case of a conflict in language between the Definitions and other sections of this contract, the language in this section shall govern.

1.6.1 ABECSW: American Board of Examiners in Clinical Social Work

1.6.2 ACGME: Accreditation Council for Graduate Medical Education

1.6.3 ACLS: Advanced Cardiac Life Support

1.6.4 AOD: Admitting Officer of the Day

1.6.5 BLS: Basic Life Support

1.6.6 CDC: Centers for Disease Control and Prevention

1.6.7 CDR: Contract Discrepancy Report

1.6.8 CEU: Certified Education Unit

1.6.9 CME: Continuing Medical Education

1.6.10 CMS: Centers for Medicare and Medicaid Services

1.6.11 Contracting Officer (CO): The person executing this contract on behalf of the Government with the authority to enter into and administer contracts and make related determinations and findings.

1.6.12 Contracting Officer’s Representative (COR): A person appointed by the CO to take necessary action to ensure the Contractor performs in accordance with and adheres to the specifications contained in the contract and to protect the interest of the Government. The COR shall report to the CO promptly any indication of non-compliance in order that appropriate action can be taken.

1.6.13 COS: Chief of Staff

1.6.14 Credentialing: Credentialing is the systematic process of screening and evaluating qualification and other credentials, including licensure, required education, relevant training and experience and current competence and health status.

https://www.bing.com/ck/a?!&&p=3d28e6789d5516e9JmltdHM9MTcwOTE2NDgwMCZpZ3VpZD0wZTNlZWFhYS0wMTVkLTY4YzEtMGFiMC1mZTllMDBlNzY5M2MmaW5zaWQ9NTE5NA&ptn=3&ver=2&hsh=3&fclid=0e3eeaaa-015d-68c1-0ab0-fe9e00e7693c&psq=VHA+Handbook+1100.19&u=a1aHR0cHM6Ly93d3cudmVuZG9ycG9ydGFsLmVjbXMudmEuZ292L0ZCT0RvY3VtZW50U2VydmVyL0RvY3VtZW50U2VydmVyLmFzcHg_RG9jdW1lbnRJZD00MDk0ODYmRmlsZU5hbWU9VkEyNTUtMTItUi0wNDg1LTAxNC5QREY&ntb=1 https://www.bing.com/search?q=vha+handbook+vha+handbook+1907.01+pdf&qs=NW&pq=vha+handbook+vha+handbook+1907.01+&sc=8-34&cvid=03D0FF9E3F2343B48A8BDD36CAABBDFC&FORM=QBRE&sp=1&ghc=1&lq=0 http://www.justice.gov/oip/foia_updates/Vol_XVII_4/page2.htm

1.6.15 DEA: Drug Enforcement Agency

1.6.16 ED: Emergency Department

1.6.17 FSMB: Federation of State Medical Boards

1.6.18 HHS: Department of Health and Human Services

1.6.19 HICPAC: Healthcare Infection Control Practices Advisory Committee

1.6.20 HIPAA: Health Insurance Portability and Accountability Act

1.6.21 HR: Human Resources

1.6.22 ISO: Information Security Officer

1.6.23 LCSW: Licensed Clinical Social Worker

1.6.24 Medical Emergency: a sudden onset of a medical condition manifesting itself by acute symptoms of sufficient severity that the absence of immediate medical attention could reasonably result in: Permanently placing a patient's health in jeopardy, causing other serious medical consequences, causing impairments to body functions, or causing serious or permanent dysfunction of any body-organ or part.

1.6.25 MH: Mental Health

1.6.26 MOD: Medical Officer of the Day

1.6.27 National Provider Identifier (NPI): NPI is a standard, unique 10-digit numeric identifier required by HIPAA. The Veterans Health Administration must use NPIs in all HIPAA-standard electronic transactions for individual (health care practitioners) and organizational entities (medical centers).

1.6.28 Non-Contract Provider: any person, organization, agency, or entity that is not directly or indirectly employed by the Contractor or any of its subcontractors

1.6.29 OIG: Office of Inspector General

1.6.30 OSHA: Occupational Safety and Health Administration

1.6.31 NPPES: National Plan and Provider Enumeration System

1.6.32 POP: Period of Performance

1.6.33 PPD: Purified Protein Derivative

1.6.34 PWS: Performance Work Statement

1.6.35 Privileging (Clinical Privileging): Privileging is the process by which a practitioner, licensed for independent practice; e.g., without supervision, direction, required sponsor, preceptor, mandatory collaboration, etc.; is permitted by law and the facility to practice independently, to provide specific medical or other patient care services within the scope of the individual’s license, based upon the individual’s clinical competence as determined by peer references, professional experience, health status, education, training and licensure. Clinical privileges must be facility-specific and provider-specific.

1.6.36 QASP: Quality Assurance Surveillance Plan

1.6.37 VAAR: VA Acquisition Regulation

1.6.38 Veterans Health Administration (VHA): The central office for administration of the VA medical centers through throughout the United States.

The VHA is located in Washington, D.C.

1.6.39 Veterans Integrated Services Network (VISN): The regional oversight for VA medical centers.

1.6.40 VetPro: a federal web-based credentialing program for healthcare providers.

1.6.41 VANCHCS : Unless identified with the name of a different VA medical Center, for purposes of this contract, this term shall mean VA Northern California Health Care System.

2 QUALIFICATIONS:

2.1 Staff/Facility

2.1.1 License: Contract LCSW(s) assigned by the Contractor to perform the services covered by this contract shall have a current license. All licenses held by the personnel working on this contract shall be full and unrestricted licenses.

Contract LCSW(s) who have current, full and unrestricted licenses in one or more states, but who have, or ever had, a license restricted, suspended, revoked, voluntarily revoked, voluntarily surrendered pending action or denied upon application will not be considered for the purposes of this contract.

2.1.2 Board Certification: All contracts LCSW’s may be board certified by the American Board of Clinical Social Workers but are not required to be. All contract LCSW’s must be currently certified in Basic Life Support (BLS).

2.1.3 Credentialing and Privileging: Credentialing and privileging is to be done in accordance with the provisions of VHA Handbook 1100.19 referenced above. The Contractor is responsible to ensure that proposed LCSW(s) possess the requisite credentials enabling the granting of privileges. No services shall be provided by any contract LCSW(s) prior to obtaining approval by the VANCHCS Professional Standards Board, Medical Executive Board and Medical Center Director.

2.1.3.1 If a contract LCSW(s) are not credentialed and privileged or has credentials/privileges suspended or revoked, the Contractor shall furnish an acceptable substitute without any additional cost to the government.

2.1.4 Technical Proficiency: Contract LCSW(s) shall be technically proficient in the skills necessary to fulfill the government’s requirements, including the ability to speak, understand, read and write English fluently. Contractor shall provide documents upon request of the CO/COR to verify current and ongoing competency, skills, certification and/or licensure related to the provision of care, treatment and/or services performed. Contractor shall provide verifiable evidence of all educational and training experiences including any gaps in educational history for all contract LCSW(s) and contract LCSW(s) shall be responsible for abiding by the Facility's Medical Staff By-Laws, rules, and regulations (referenced herein) that govern medical staff behavior.

2.1.5 Continuing Medical Education (CME)/ Certified Education Unit (CEU) Requirements: Contractor shall provide the MH Service’s designated Program Support Assistant with copies of current CMEs as required or requested by the VANCHCS Contract LCSW(s) registered or certified by national/medical associations shall continue to meet the minimum standards for CME to remain current. Contractor shall report CME hours to the credentialing office for tracking.

These documents are required for both privileging and re-privileging. Failure to provide shall result in loss of privileges for contract LCSW(s).

2.1.6 Standard Personnel Testing (PPD, etc.): Contractor shall provide proof of the following tests for LCSWs within five (5) calendar days after contract award and prior to the first duty shift to the MH Service’s designated Program Support Assistant and Contracting Officer. Tests shall be current within the past year.

2.1.6.1 TUBERCULOSIS TESTING: Contractor shall provide proof of a negative reaction to PPD testing for all contract LCSW(s). A negative chest radiographic report for active tuberculosis shall be provided in cases of positive PPD results. The PPD test shall be repeated annually.

2.1.6.2. RUBELLA TESTING: Contractor shall provide proof of immunization for all contract LCSW(s) for measles, mumps, rubella or a rubella titer of 1.8 or greater. If the titer is less than 1.8, a rubella immunization shall be administered with follow-up documentation to the MH Service’s designated Program Support Assistant.

2.1.6.3. VARICELLA (CHICKEN POX) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with Varivax (Chicken Pox).

2.1.6.4. OSHA REGULATION CONCERNING OCCUPATIONAL EXPOSURE

TO BLOODBORNE PATHOGENS: Contractor shall provide generic self-study training for all contract LCSW(s); provide their own Hepatitis B vaccination series at no cost to the VA if they elect to receive it; maintain an exposure determination and control plan; maintain required records; and ensure that proper follow-up evaluation is provided following an exposure incident. The VANCHCS shall notify the Contractor of any significant communicable disease exposures as appropriate. Contractor shall adhere to current Center for Disease Control/Healthcare Infection Control Practices Advisory Committee (CDC/HICPAC) Guideline for Infection Control in health care personnel (as published in American Journal for Infection Control- AJIC 1998; 26:289-354 http://www.cdc.gov/hicpac/pdf/InfectControl98.pdf ) for disease control.

Contractor shall provide follow up documentation of clearance to return to the workplace prior to their return.

2.1.7. National Provider Identifier (NPI): NPI is a standard, unique 10-digit numeric identifier required by HIPAA. The Veterans Health Administration must use NPIs in all HIPAA-standard electronic transactions for individual (health care practitioners) and organizational entities (medical centers). The Contractor shall have or obtain appropriate NPI and if pertinent the Taxonomy Code confirmation notice issued by the Centers for Medicare and Medicaid Services (CMS) National Plan and Provider Enumeration System (NPPES) be provided to the Contracting Officer with the quote.

2.1.8 DEA (as required) - Contractor shall provide copy of current DEA certificate.

2.1.9 Conflict of Interest: The Contractor and all contract LCSW(s) are responsible for identifying and communicating to the CO and COR conflicts of interest at the time of quote and during the entirety of contract performance.

2.1.10 Citizenship related Requirements:

2.1.10.1 The Contractor agrees that the Contractor and any subcontractors shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals;

2.1.10.2 While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien; foreign national non-immigrant who is in violation their status, as a result of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor is required to comply with all “E-Verify” requirements consistent with “Executive Order 12989” and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations.

2.1.10.3 If the Contractor or subcontractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the Department of Veterans Affairs may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by

Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor’s place of business that services Department of Veterans Affairs patient referrals; or other place where the Contractor provides services to veterans who have been referred by the Department of Veterans Affairs; and shall form the basis for termination of this contract for breach.

2.1.11 Annual Office of Inspector General (OIG) Statement: In accordance with HIPAA and the Balanced Budget Act (BBA) of 1977, the Department of Health and Human Services (HHS) Office of Inspector General (OIG) has established a list of parties and entities excluded from Federal health care programs. Specifically, the listed parties and entities may not receive Federal Health Care program payments due to fraud and/or abuse of the Medicare and Medicaid programs.

2.1.11.1 Therefore, Contractor shall review the HHS OIG List of Excluded Individuals/Entities on the HHS OIG web site at http://oig.hhs.gov/exclusions/index.asp to ensure that the proposed contract LCSW(s) are not listed. Contractor should note that any excluded individual or entity that submits a claim for reimbursement to a Federal health care program, or causes such a claim to be submitted, may be subject to a Civil Monetary Penalty (CMP) for each item or service furnished during a period that the person was excluded and may also be subject to treble damages for the amount claimed for each item or service. CMP’s may also be imposed against the Contractor that employ or enter into contracts with excluded individuals to provide items or services to Federal program beneficiaries.

2.1.11.2 By submitting their quote, the Contractor certifies that the HHS OIG List of Excluded Individuals/Entities has been reviewed and that the Contractors are and/or firm is not listed as of the date the offer/bid was signed.

2.2 Clinical/Professional Direction: The qualifications of Contractor personnel are subject to review by VANCHCS Chief of Staff or his/her clinical designee and approval by the VANCHCS Medical Center Director as provided in VHA Handbook

1100.19. Clinical/Professional direction of all clinical personnel covered by this contract will be provided by the VANCHCS COS and/or the Chief of the Service or his designee. A COR may be appointed, however, only the CO is authorized to consider any contract modification request and/or make changes to the contract during the administration of the resultant contract.

2.3 Non-Personal Healthcare Services: The parties agree that the Contractor and all contract LCSW(s) shall not be considered VA employees for any purpose.

2.4 Inherent Government Functions: Contractor and Contract LCSW(s) shall not perform inherently governmental functions. This includes, but is not limited to, determination of agency policy, determination of Federal program priorities for budget requests, direction and control of government employees (outside a clinical context), selection or non-selection of individuals for Federal Government employment including the interviewing of individuals for employment, approval of position descriptions and performance standards for Federal employees, approving any contractual documents, approval of Federal licensing actions and inspections, and/or determination of budget policy, guidance, and strategy.

2.5 No Employee status: The Contractor shall be responsible for protecting Contract LCSW(s) furnishing services. To carry out this responsibility, the Contractor shall provide or certify that the following is provided for all their staff providing services under the resultant contract:

2.5.1 Workers’ compensation

2.5.2 Professional liability insurance

2.5.3 Health examinations

2.5.4 Income tax withholding, and

2.5.5 Social security payments.

2.6 Tort Liability: The Federal Tort Claims Act does not cover Contractor or contract LCSW(s). When a Contractor or contract LCSW has been identified as a provider in a tort claim, the Contractor shall be responsible for notifying their legal counsel and/or insurance carrier. Any settlement or judgment arising from a Contractor’s (or contract LCSW(s)) action or non-action shall be the responsibility of the Contractor and/or insurance carrier.

2.7 Key Personnel:

2.7.1 The VA Full Time Equivalency (FTE) for the services required is 0.25 VA FTE. FTE is defined by VA as a minimum of 80 hours every two weeks and does not include holidays.

2.8 Emergency Substitutions: During the first ninety (90) calendar days of performance, the Contractor shall make NO substitutions of key personnel unless the substitution is necessitated by illness, death or termination of employment. The Contractor shall notify the CO, in writing, within 15 calendar days after the occurrence of any of these events and provide the information required below. After 90 days, the Contractor shall submit the information required below to the CO at least 15 calendar days prior to making any permanent substitutions.

2.8.1 The Contractor shall provide a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the CO. Proposed substitutes shall have comparable qualifications to those of the persons being replaced. The CO will notify the Contractor within 15 calendar days after receipt of all required information of the decision on the proposed substitutes.

The contract will be modified to reflect any approved changes of key personnel.

2.8.2 For temporary substitutions where the key person shall not be reporting to work for three (3) consecutive workdays or more, the Contractor shall provide a qualified replacement for the key person. The substitute shall have comparable qualifications to the key person. Any period exceeding two weeks will require the procedure as stated above.

2.8.3 The Government reserves the right to refuse acceptance of any Contractor personnel at any time after performance begins, if personal or professional conduct jeopardizes patient care or interferes with the regular and ordinary operation of the facility. Breaches of conduct include intoxication or debilitation resulting from drug use, theft, patient abuse, dereliction or negligence in performing directed tasks, or other conduct resulting in formal complaints by patient or other staff members to designated Government representatives. Standards for conduct shall mirror those prescribed by current federal personnel regulations. Should the VA COS or designee show documented clinical problems or continual unprofessional behavior/actions with any contract LCSW (s), s/he may request, without cause, immediate replacement of said contract LCSW(s).

2.8.4 The CO and COR shall deal with issues raised concerning Contract LCSW(s) conduct. The final arbiter on questions of acceptability is the CO.

2.9 Contingency Plan: Because continuity of care is an essential part of VANCHCS’s medical services, The Contractor shall have a contingency plan in place to be utilized if the contract LCSW leaves Contractor’s employment or is unable to continue performance in accordance with the terms and conditions of the resulting contract.

3.0 HOURS OF OPERATION

3.1 VA Business Hours: Monday through Friday, 8:00am – 4:30pm

3.2 Work Schedule: As needed, Monday through Friday, 4:30 pm – 8:00 am the next morning, and 24 hours a day on weekends and holidays.

3.3 Federal Holidays: The following holidays are observed by the Department of Veterans Affairs:

• New Year’s Day

• Martin Luther King’s Birthday

• Washington’s Birthday

• Memorial Day

• Juneteenth

• Independence Day

• Labor Day

• Columbus Day

• Veterans Day

• Thanksgiving

• Christmas

• Any day specifically declared by the President of the United States to be a national holiday.

3.5 Vacation Leave/Absences: Vacation, leave, or absences shall be paid and responsibility of the contractor. Contract LCSW(s) shall coordinate leave/absences with the Mental Health (MH) Clinic Manager or designee. VANCHCS will only make payment to contractor during holidays for time spent conducting assessments.

3.5.1 Monitoring Procedures: The established productivity standards used for all VANCHCS LCSW(s) shall be used to monitor all Contractor employees. A copy of these standards can be obtained from the appropriate MH staff personnel.

3.6. Cancellations: Unless a state of emergency has been declared or clinics are otherwise cancelled by the VANCHCS, the Contractor shall be responsible for providing services.

4.0 CONTRACTOR RESPONSIBILITIES

4.1 Clinical Personnel Required: The Contractor shall provide Licensed Clinical Social Worker(s) who are competent, qualified per this performance work statement and adequately trained to perform assigned duties.

4.1.1 Contract LCSW(s) shall have at least two years experienced (per occupation history and reference checks) of performing mental health evaluations involving Welfare and Institution Code section 5150 determinations, be trained and currently certified by Sacramento County to perform 5150 evaluations; or if the VA provides re-certification, they must become appropriately recertified. LCSW must keep their 5150 certification up-to-date through Sacramento County or through the VA, if the VA provides recertification, every 2 years. LCSWs are subject to quality oversight directly by Mental Health Leadership. Mental Health Leadership may review the mental health evaluations to ensure proper protocols are followed. LCSWs shall be responsible for signing in and out when in attendance. Time sheets will be used by the COR to confirm hours/day and services provided against the contractor’s invoices.

4.1.2 Contractor employees will maintain a neat personal appearance and maintain professionalism while working at VANCHCS.

4.1.3 The contractor shall provide accurate and reliable contact telephone contact numbers (e.g., single phone number, on-call roster, etc.) for use by emergency room staff to request consultation.

4.1.4 The contractor will evaluate patients who may be considered by emergency room staff as an immediate danger to themselves or others or gravely disabled within 60 minutes of being called by the ED. The contractor and ED staff will determine the need for the contractor to evaluate the patient in the ED.

4.1.5 The contractor provides written results of the assessment. The contracted provider also completes as needed the Application for 72 Hour Detention for Evaluation and Treatment (MH 302) which is available in the ED.

4.1.6 If admission to the inpatient unit is necessary and appropriate (admission criteria is available in the Appendix to this Performance Work Statement (PSW)), the contractor will inform the ED, and consult with the Psychiatrist or Resident on-call by phone. The ED maintains a rotation schedule and the contact number for the on-call personnel.

4.1.7 Admission may not be appropriate for all patients and discharge disposition should be presented to the ED. For those patients who the contractor determines are in need of hospitalization, but who have medical conditions that preclude admission to the Inpatient Psychiatry Unit, the ED will transfer the patient to the appropriate medical unit with a 1:1 sitter for observation until a medical clearance is completed. A patient can request voluntary admission after evaluation if deemed appropriate by the contracted provider.

4.1.8 The VA Emergency Department is to provide a safe environment for the evaluation with access to a telephone. The ED will also maintain a current roster for the Psychiatrist or Resident on-call.

4.1.9 No patients will be billed for services provided under this contract.

4.1.10 Emergency Health Services - VANCHCS will render emergency health services for an incapacitating injury or otherwise serious illness occurring while on duty. All services, to include wages earned during period of initial medical evaluation provided by VANCHCS, will be reimbursed by the Contractor. The Contractor will furnish VANCHCS with the necessary injury/illness form(s) for reporting purposes. VANCHCS for statistical and/or billing purposes will retain a copy of the complete form(s).

4.1.11 Identification, Parking, Smoking, and VA Regulations - Contractor employees shall wear visible identification provided by VANCHCS at all times while on VANCHCS premises. It is the responsibility of the Contractor employees to park in the appropriate designated parking areas (non-patient parking sections). Information of designated parking areas is available from the Police Station. VANCHCS will not invalidate or make reimbursement for parking violations of the Contractor under any conditions. Smoking is prohibited inside any buildings at VANCHCS. Possession of weapons, illegal drugs or alcohol is prohibited. Enclosed containers, including tool kits, shall be subjected to search. Violations of VANCHCS regulations may result in citation answerable in the United States Federal District Court, not a local district, state, or municipal court.

4.1.12 Contractor certifies that all Contractor employees assigned to work for VANCHCS are current in Universal Precautions and are aware of pertinent Occupational Safety and Health Administration (OSHA) and Universal Precautions Regulations.

4.1.13 Contract employees will have the use of all required equipment, supplies and forms for performing services required by this contract.

4.1.14 Contractor employees who previously received a favorable adjudication as a result of a Government background investigation may be exempt from this contract requirement provided that they can provide documentation to support the previous adjudication. Proof of previous adjudication must be submitted by the Contractor to VA SIC through the VA Contracting Officer.

Proof of previous adjudication is subject to verification by the VA SIC. Some positions may be subject to periodic re-investigation.

4.1.15 For those Contractor employees who will work less than six (6) months (180 days) under this contract and does not require access to VA computer systems, a background investigation is not required; however, such employees will be required to initiate a SIC for Fingerprint Only prior to providing services under this contract.

4.1.16 Position Sensitivity: The position sensitivity has been designated as:

Low Risk

4.1.17 Background Investigation: The level of background investigation commensurate with the required level of access is: NACI

4.1.18 Contractor Responsibilities: In order to conduct a background investigation the Contractor shall submit or have their contract personnel submit the following required forms to the MH Administrative Officer. The appropriate Mental Health (MH) staff personnel will arrange a time for contract personnel to complete fingerprint verification.

4.1.18.1 Standard Form 85, Questionnaire for Non-Sensitive Positions

4.1.18.2 Standard Form 86A, Continuation Sheet for Questionnaires

4.1.18.3 Optional Form 306, Declaration for Federal Employment

4.1.18.4 Electronic Fingerprint Verification OR FD 258, U.S. Department of Justice Fingerprint Applicant Chart

4.2 Standards of Care: The contract LCSW(s) care shall cover the range of Psychiatric services as would be provided in a state-of-the-art civilian medical treatment facility and the standard of care shall be of a quality, meeting or exceeding currently recognized national standards as established by:

4.2.1 American Psychiatric Association Guidelines:

http://www.psych.org/practice/clinical-practice-guidelines

4.2.2 VA Standards: VHA Directive 2006-041 “Veterans’ Health Care Service Standards” (expired but still in effect pending revision) https://www1.va.gov/vhapublications/ViewPublication.asp?pub_ID=1443

4.2.3 The professional standards of the Joint Commission (TJC) http://www.jointcommission.org/standards_information/standards.aspx

4.2.4 The standards of the American Hospital Association (AHA) http://www.hpoe.org/resources?show=100&type=8 and;

4.2.5 The requirements contained in this Performance Work Statement.

4.2.6 The government may evaluate the quality of professional and administrative services provided, but retains no control over the medical, professional aspects of services rendered (e.g., professional judgments, diagnosis for specific medical treatment).

4.3 RECORDS/PATIENT INFORMATION

4.3.1 Authorities: Contract LCSW (s) providing healthcare services to VA patients shall be considered as part of the Department Healthcare Activity and shall comply with the U.S.C.551a (Privacy Act), 38 U.S.C. 5701 (Confidentiality of claimants records), 5 U.S.C. 552 (FOIA), 38 U.S.C. 5705 (Confidentiality of Medical Quality Assurance Records) 38 U.S.C. 7332 (Confidentiality of certain medical records), Title 5 U.S.C. § 522a (Records Maintained on Individuals) as well as 45 C.F.R. Parts 160, 162, and 164

(HIPAA).

4.3.2 HIPAA: This contract and its requirements meet exception in 45 CFR 164.502(e), and do not require a BAA in order for Covered Entity to disclose Protected Health Information to: a health care provider for treatment. Based on this exception, a BAA is not required for this contract. Treatment and administrative patient records generated by this contract or provided to the Contractors by the VA are covered by the VA system of records entitled ‘Patient Medical Records-VA (24VA10P2). Contractor generated VA Patient records are the property of the VA and shall not be accessed, released, transferred, or destroyed except in accordance with applicable laws and regulations. Contractor shall ensure that all records pertaining to medical care and services are available for immediate transmission when requested by the VA. Records identified for review, audit, or evaluation by VA representatives http://www.psych.org/practice/clinical-practice-guidelines https://www1.va.gov/vhapublications/ViewPublication.asp?pub_ID=1443 http://www.jointcommission.org/standards_information/standards.aspx http://www.hpoe.org/resources?show=100&type=8 and authorized federal and state officials, shall be accessed on-site during normal business hours or mailed by the Contractor at his expense. Contractor shall deliver all final patient records, correspondence, and notes to the VA within twenty-one (21) calendar days after the contract expiration date.

4.3.3 Disclosure: Contract LCSWs shall obtain permission from the VA before disclosing any patient information. Subject to applicable federal confidentiality or privacy laws, the Contractor, will be provided the Contractor with a copy of VHA Handbook 1907.1, Health Information management and Health Records and VHA Handbook 1605.1, Privacy and Release of Information. The penalties and liabilities for the unauthorized disclosure of VA patient information mandated by the statutes and regulations mentioned above, apply to the Contractor.

4.3.4 Professional Standards for Documenting Care: Care shall be appropriately documented in medical records in accordance with standard commercial practice and guidelines established by VHA Handbook 1907.01 Health Information Management and Health Records: 1907.01 and all guidelines provided by the VANCHCS.

4.3.5 Release of Information: The VA shall maintain control of releasing any patient medical information and will follow policies and standards as defined, but not limited to Privacy Act requirements. In the case of the VA authorizing the Contractor to release patient information, the Contractor in compliance with VA regulations, and at his/her own expense, shall use VA Form 3288, Request for and Consent to Release of Information from Individual’s Records, to process “Release of Information Requests.” In addition, the Contractor shall be responsible for locating and forwarding records not kept at their facility. The VA’s Release of Information Section shall provide the Contractor with assistance in completing forms. Additionally, the Contractor shall use VA Form 10-5345a, Individuals’ Request for and Authorization to Release Medical Records or Health Information, this is used when the Veteran is requesting for their records to be sent to a 3rd party, not just for the release of 38 U.S.C.

7332 information. Treatment and release records shall include the patient’s consent form. Completed Release of Information requests will be forwarded to the VA Privacy Officer at the following address: Shannon Caston, VANCHCS (001/PO/FOIA/FF), 103 Bodin Circle, Travis AFB, Fairfield, CA 94535; Phone (707)437-1823.

4.4 DIRECT PATIENT CARE: 95% of the time involved in direct patient care.

7.4.1 Per the contract responsibilities section of this PWS, the Contract Licensed Social Worker(s) (as appropriate and within scope of practice/privileging) shall be responsible for providing Psychiatric assessments.

4.5 ADMINISTRATIVE: up to 5% of time not involved in direct patient care.

Forms/paperwork associated with patient care (Evaluation, applications, etc.).

https://www.bing.com/ck/a?!&&p=5c51e8d21919fc75JmltdHM9MTcwOTE2NDgwMCZpZ3VpZD0wZTNlZWFhYS0wMTVkLTY4YzEtMGFiMC1mZTllMDBlNzY5M2MmaW5zaWQ9NTE5Mg&ptn=3&ver=2&hsh=3&fclid=0e3eeaaa-015d-68c1-0ab0-fe9e00e7693c&psq=VHA+Handbook+1907.01+&u=a1aHR0cHM6Ly93d3cudmVuZG9ycG9ydGFsLmVjbXMudmEuZ292L0ZCT0RvY3VtZW50U2VydmVyL0RvY3VtZW50U2VydmVyLmFzcHg_RG9jdW1lbnRJZD00ODcxODQzJkZpbGVOYW1lPTM2Qzc3NjE5UjAwMDMtMDAwMzAwNC5wZGY&ntb=1

4.6 PERFORMANCE STANDARDS, QUALITY ASSURANCE (QA) AND QUALITY

IMPROVEMENT (QI)

4.6.1 Quality Management/Quality Assurance Surveillance: Contractor performance will be monitored by the government using the standards as outlined in this Performance Work Statement (PWS) and methods of surveillance detailed in the Quality Assurance Surveillance Plan (QASP). The QASP shall be attached to the resultant contract and shall define the methods and frequency of surveillance conducted.

4.6.2 Patient Complaints: The CO will resolve complaints concerning Contractor relations with the Government employees or patients. The CO is final authority on validating complaints. In the event that The Contractor is involved and named in a validated patient complaint, the Government reserves the right to refuse acceptance of the services of such personnel. This does not preclude refusal in the event of incidents involving physical or verbal abuse.

4.6.3 The Government reserves the right to refuse acceptance of any Contractor personnel at any time after performance begins, if personal or professional conduct jeopardizes patient care or interferes with the regular and ordinary operation of the facility. Breaches of conduct include intoxication or debilitation resulting from drug use, theft, patient abuse, dereliction or negligence in performing directed tasks, or other conduct resulting in formal complaints by patient or other staff members to designated Government representatives. Standards for conduct shall mirror those prescribed by current federal personnel regulations. The CO and COR shall deal with issues raised concerning Contractor’s conduct. The final arbiter on questions of acceptability is the CO.

4.6.4 Performance Standards:

4.6.4.1 Measure: Legal Forms

Performance Requirement:

Standard: Demonstrates a concerned and positive attitude with workers, patients, and other stakeholders.

Acceptable Quality Level: Satisfactory rating = No more than 2 validated complaints during rating period.

Surveillance Method: 1) Service reports, 2) Supervisor review Frequency: Every six months Incentive: Positive Past Performance Disincentive: Negative Past Performance, (should there be deductions for this standard)

4.6.4.2 Measure: Interpersonal Communication/Customer Service

Standard: Demonstrates a concerned and positive attitude with workers, patients, and other stakeholders.

Acceptable Quality Level: Satisfactory rating = No more than 2 validated complaints during rating period.

Surveillance Method: 1) Service reports, 2) Supervisor review Frequency: Every six months…