Sign Language Services-CA-PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

DHS/FEMA/OEA

STATE OF CALIFORNIA

COMMUNICATION ACCESS SERVICE (CAS)

(SIGN LANGUAGE INTERPRETATION SERVICES)

JANUARY 10, 2025

1. GENERAL

This initiative supports response and recovery operations in the declared State of California.

The purpose of this requirement upon activation is to ensure that FEMA has the flexibility to respond to any declared disaster within the state, including emerging disasters for which specific language service needs have yet to be determined. This allows the Program Office to adapt rapidly to new disaster scenarios and scale language services to meet the needs of affected populations, while ensuring compliance with FEMA’s operational standards.

1.1 BACKGROUND

The Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), Office of External Affairs (OEA) seeks a contractor to provide Communication Access Services (Sign Language Interpretation Services) for all its components, including Disaster Operations, International-Intergovernmental-Congressional, Public Affairs, Private Sector, and Resource Management. This support extends to all FEMA Operations, involving joint efforts with other FEMA Directorates, Programs, Offices, Federal, State, Local, Tribal, and Territorial partners, as well as international and domestic organizations, voluntary, community, faith-based, profit, non-profit, and private organizations. Section 689e of the Post-Katrina Emergency Management Reform Act of 2006 (PKEMRA) mandates FEMA to work with state and local governments to address the needs of populations with limited English proficiency during emergencies and major disasters.

Commitment to Inclusion: FEMA emphasizes its commitment to the inclusion of people with disabilities and those with access and functional needs. Inclusive planning initiatives and emergency management practices are employed to meet the diverse needs of the whole community before, during, and after disasters.

1.2 Objectives

The objective of this service is to provide comprehensive Communication Access Service (Sign Language Interpretation support for FEMA emergency response and recovery operations in declared disaster states, counties, and tribes. This support aims to enhance the effectiveness and inclusivity of FEMA's response and recovery efforts through the following objectives:

Ensure accessibility and inclusivity across all communication platforms and formats by complying with Section 508 of the Rehabilitation Act.

• Ensure Accessibility:

o Provide Sign Language and other language interpretation identified in the declared

State to ensure that all FEMA communications are accessible to individuals who are Deaf, Hard of Hearing, or non-English speaking.

• Support Emergency Operations:

o Facilitate effective communication during disaster response and recovery operations by deploying qualified interpreters in-person and via Video Remote Interpretation.

• Maintain Compliance:

o Adhere to federal disability laws and regulations, ensuring that FEMA's services and information dissemination comply with legal standards for accessibility.

• Promote Efficient Coordination:

o Enable seamless coordination between FEMA components and their partners by providing reliable language access services, thus enhancing overall operational effectiveness.

1.3 SCOPE

The Department of Homeland Security (DHS) requires sign language interpretation services to support communication access and ensure equal opportunity for individuals impacted by declared disasters in the State of California.

The contractor shall be readily available to provide Communication Access Services, including Sign Language Interpretation Services, in various settings. These settings include, but are not limited to, one-on-one applicant interpretation, interviews, FEMA documentation interpretation, applicant-facing responsibilities, presentations, and public discussions.

Service Inclusions: The Contractor shall be equipped to provide sign language needs that include, but are not limited to, American Sign Language (ASL), and any other foreign or local sign languages identified and deemed necessary.

National, federal, or state certifications and specialized certifications (e.g., medical or legal) may be required as needed, depending on the expertise required for effective communication access.

The Government reserves the right to amend this contract to include newly presidentially declared disasters, additional counties, and any other expanded scope as deemed necessary. This flexibility is intended to ensure comprehensive support for response and recovery operations.

1.4 PERIOD OF PERFORMANCE

The Period of Performance (PoP) for this contract is 90 days, beginning the day after the award date.

Additionally, there is an option for one (1) 90-day extension period, subject to mutual agreement.

1.5 PLACE OF PERFORMANCE

For onsite sign language requests, the place of performance will be at designated government facilities, stakeholder facilities, applicant homes, or locations designated by the COR. The Contractor shall be readily available to deploy interpreters in the declared State, Counties, and Tribal locations.

For remote interpretation, the Contractor is not required to be onsite. This requirement can be performed at the Contractor's office, or a location designated by the COR.

Counties of Focus:

The primary focus of this contract is the entire state as designated by the Presidential disaster declaration. The vendor shall be fully prepared to support all statewide mission requirements. As additional information becomes available and assessments are completed, specific counties or regions may be added to the scope of services. The vendor is expected to scale its resources accordingly to ensure seamless coverage across any newly designated areas.

Appendix A

Presidential Declared Counties

Counties Total Population

Estimated Deaf Population

Los Angeles (County) 9.66 million 800,000

1.6 PERIOD OF PERFORMANCE:

The Period of Performance (PoP) for this contract is 90 days, beginning the day after the award date.

With option to extend period of performance.

2.0 SPECIFIC REQUIREMENTS/TASK

The contractor shall provide Communication Access Services (Sign Language Interpretation) to support disaster survivors and the general public who are deaf, hard of hearing (HoH), deaf-blind, blind, and those with speech disabilities. The contractor shall provide On-Site Sign and Remote Language Interpretation, as well as interpretation in any other sign languages deemed necessary to ensure equal access.

2.0.1 Receiving and Processing Requests: The Contractor shall be capable of receiving, confirming, and processing requests continuously from Monday through Sunday, 07:00 AM to 07:00 PM local standard time. Services may be required at any time within a 24-hour period, including weekends and holidays, to fulfill the requirements specified in this Performance Work Statement (PWS).

2.0.2 Response to Inquiries: The contractor must respond to all inquiries from the Contracting Officer Representative (COR) within 2 hours.

2.0.3 No Rush Fees: Contractors shall not charge the government rush fees for any requests, including those received after standard business hours, on holidays, or during weekends. All contractors must meet the strict turnaround times specified in the contract.

2.0.4 Rapid Deployment: The Contractor shall have the capacity to rapidly hire and staff interpreters who specialize in the languages listed in PWS Section 2.1 within 72 hours of award.

Additionally, the Contractor must demonstrate the ability to increase staffing levels as required to meet the demands of the assignment.

2.0.5 Not applicable.

2.0.6 Resume Submission: The Contractor shall be readily available to submit detailed resumes of interpreters who will provide language translations as specified in PWS Section 2.1. These resumes must include the interpreters' qualifications, experience, certifications, and any relevant linguistic proficiencies to ensure they meet the requirements of the assignment. Accepted levels for sign language interpreters are national certification through NAD-RID.

2.0.7 Quality Control: The Contractor shall establish and maintain robust quality control processes, including thorough assessments, project planning, and the selection of qualified interpreters.

2.0.8 Additional foreign sign languages may be requested at the call order level. Certified Deaf Interpreters (CDIs) have a specialized skill set as they are native ASL users with cultural understanding and native linguistic expertise. They work in tandem with a sign language interpreter to provide the utmost effective communication access available to all consumers. The CDI will have intuitive communication skills to capture cultural nuances and employ visual cues while interpreting a conversation between Deaf and hearing consumers. In circumstances when a DI/CDI cannot be obtained, it is under the discretion of the CO to allow a non-certified interpreter.

2.0 TASK ONE: ONSITE SIGN LANGUAGE INTERPRETER

Sign Language Interpretation: The Contractor shall provide onsite American Sign Language (ASL) and other sign language services at variety of government functions: including home inspections, meetings, briefings, town halls, emergency communications, and other events as needed. Upon request, The government reserves the right to add other necessary sign languages (e.g., Puerto Rican Sign Language (PRSL), and Spanish-Puerto Rican Sign Language (SPRSL) to meet FEMA’s communication needs.

2.0.1 Contractor Responsibilities: Upon government request, the contractor shall provide the following services:

2.0.1.1.1 Category A: American Sign Language (ASL). A minimum of two interpreters must be always on the roster.

2.0.1.1.2 Category B: (Upon Request) Other foreign or local sign languages as identified and deemed necessary.

If FEMA identifies a new sign language need not previously established, the Contractor must source interpreters for that language within 48-72 hours. Regular updates on recruitment efforts must be provided to the Contracting Officer Representative (COR). The Contractor shall maintain and share a real-time interpreter roster with the COR, ensuring immediate access to available interpreters for high-demand and rare languages.

2.0.1.2 Emergency Preparedness: Contractors shall be prepared to expand their search for interpreters to neighboring counties, cities, and, if necessary, other states, if they are unable to find interpreters locally or within the declared counties within a two-hour notice period. If an interpreter is unavailable for in-person service, the contractor must promptly notify the Contracting Officer's Representative (COR).

2.0.2 Operational Guidelines:

2.0.2.1 Advance Notice for Services: Every effort will be made to request onsite services at least 24 hours before the start of the assignment. If the contractor cannot fill the request, written notification via email must be given to the Requestor within two hours of the request. If no such communication is received, it is assumed the contractor has accepted and will fill the request.

2.0.2.2 If a service request is canceled with less than 48 business hours’ notice, the Contractor may bill for the full requested time. For cancellations with more than 48 hours' notice, no costs will be billed.

2.0.2.3 On-Site Modification: The contractor shall invoice the government for the total time worked, including the initial two-hour minimum of the assignment. Additional hours must be requested and approved by the COR. If the authorized government point of contact dismisses the interpreter(s) before the originally specified time, the contractor may invoice for the two-hour minimum rate. If interpreters are located locally, the contractor may invoice for mileage expenses.

2.0.2.4 Multiple Assignments: The two-hour minimum applies if there are multiple concurrent assignments lasting less than two hours total. There is no separate billing when assignments are scheduled together within the two-hour timeframe using the same interpreter(s) on the same day. The contractor may invoice for the total hours onsite from the originally scheduled time until completion.

2.0.3 Surge and Emergency Situations:

2.0.3.1 Capacity for Surge Staffing: FEMA requires onsite interpretation services for routine interactions and emergency situations. Therefore, the contractor shall have the capacity to deploy interpreter and increase staffing levels to meet time-sensitive needs, including deployment to various performance sites within 24-hour notice.

2.0.3.2 Staffing and Recruitment Plan: The contractor shall provide a staffing and recruitment plan detailing how interpreters will be recruited, trained, and retained locally and nationally to ensure FEMA’s needs are met. The plan shall include a contingency for replacing or substituting interpreters if the originally assigned ones are unavailable.

2.0.3.3 Qualified Providers: The Contractor shall maintain a real-time roster of interpreters across all categories, updated regularly and shared with FEMA for planning and audit purposes.

2.0.3.4 Interpreter Requirements: Two interpreters are required for assignments lasting more than 90 minutes, for detailed or technical assignments, or for general audience events lasting more than one hour. If a CDI/CHI team is assigned, two interpreters will be provided for every CDI in the team.

2.0.3.5 Local Priority Hiring: All resources must be hired within the declared state to ensure rapid deployment and familiarity with local dialects and cultural nuances. . If an interpreter is unavailable for onsite service, the Contractor shall immediately notify the COR. Interpreters shall be available Monday through Sunday from 07:00 AM to 07:00 PM Local standard time, with 24-hour availability required during emergencies.

2.0.3.6 Interpreters shall be deployed as required to adapt to evolving disaster conditions and shifting operational priorities.

2.0.3.7 Scalability: The Contractor shall increase interpreter deployment by 50% within 48 hours during surge events.

2.0.4 Technological Support: The Contractor shall provide interpreters with the necessary technology for effective service delivery.

2.0.5 Shift Management and Service Continuity:

2.0.5.1 The Contractor shall ensure continuous interpreter support throughout all disaster response phases:

2.0.5.2 Shift Scheduling: Interpreters shall be assigned to cover all operational hours, including overnight shifts.

2.0.5.3 Seamless Transitions: Shift handoffs shall be smooth to avoid any gaps in service.

2.0.5.4 Backup Resources: A reserve pool of interpreters shall be maintained to replace unavailable personnel due to illness, fatigue, or emergencies.

2.0.5.5 Emergency Escalation Protocol: If the Contractor cannot meet immediate interpreter needs due to unforeseen circumstances, the following protocol applies:

2.0.5.6 Notification: The Contractor shall notify the COR immediately, explaining the issue and providing alternative solutions.

2.0.5.7 Response Plan: A documented response plan shall be submitted to the COR within

24 hours, detailing corrective actions.

2.0.6 Deployment Planning and Prioritization: The Contractor, in collaboration with the COR, shall develop a deployment plan for interpreter services, including:

2.0.6.1 Priority Locations: Identifying key sites, such as Disaster Recovery Centers (DRCs), shelters, medical stations, and other FEMA operations.

2.0.6.2 Flexibility: Adjusting deployment locations and language needs based on changing conditions.

2.0.7 Coordination: Embedding interpreters with FEMA teams for survivor registration, field assessments, and outreach.

2.0.8 COR Oversight and Deployment Requests:

2.0.8.1 Interpreter Requests: All requests for interpreters shall be routed through the COR, who will relay them to the Contractor. The Contractor shall dispatch interpreters based on FEMA’s priorities.

2.0.8.2 Status Updates: The Contractor shall provide real-time updates to the COR on interpreter availability, deployment status, and arrival times.

2.0.8.3 Designated Liaison: The Contractor shall assign a Project Manager who will work directly with the COR to manage interpreter assignments, resolve operational issues, and communicate deployment progress.

2.1 TASK TWO: REMOTE SIGN LANGUAGE INTERPRETER

2.1.1 The Contractor shall be available to provide pre-scheduled video remote services upon request and during emergency conditions while maintaining fairness and quality standards.

This includes providing American Sign Language (ASL) and other sign language services via Video Remote Interpretation (VRI).

2.1.2 Ad-Hoc Virtual/Remote Services: The Contractor shall be prepared to provide ad-hoc virtual/remote interpreting services upon government request. These services must be available to all parties and stakeholders on an as-needed basis. The Contractor shall provide sign language interpreter(s) for assignments scheduled between 7:00 a.m. and 7:00 p.m., Monday through Sunday, including state and federal holidays.

2.1.3 Platform Appearance: Contractor shall log into the platform at least 15 minutes prior to a pre-scheduled assignment to ensure readiness and resolve any technical issues.

2.1.4 Operational Requirements: Contractor shall facilitate effective communication during disaster response and recovery operations by deploying qualified interpreters remotely as needed. Interpreters shall be adept at managing the specific needs of emergency situations, ensuring clear and precise communication.

2.1.5 Timely Platform Presence: Contractor shall appear on the platform no less than 15 minutes before a prescheduled assignment to ensure all necessary preparations are complete.

2.1.6 Advance Service Requests: Requests for in-person/remote services should be made at least 72 hours before the start of the assignment. If the Contractor cannot fill the request, written notification via email must be given to the Contracting Officer Representative (COR) within two (2) hours of the request. If no such written communication is received, it is assumed that the Contractor has accepted and will fill the request.

2.1.7 If a service request is canceled with less than 48 business hours’ notice, the Contractor may bill for the full requested time. For cancellations with more than 48 hours' notice, no costs will be billed.

2.1.8 Client Waiting Time: Contractor shall wait 30 minutes after the scheduled start of the event to allow time for clients to arrive. It is expected that providers remain on the job during the entirety of remote meetings.

2.1.9 Ensure high-quality video and audio with clear, high-definition, delay-free communication.

Provide on-demand interpreter access without advance scheduling, particularly in emergencies.

2.1.10 Technical Issues: Ensuring stable and reliable internet connections for both interpreters and clients can be challenging. Contractors shall have contingency plans, including backup internet connections and technical support, to address any connectivity issues promptly.

2.1.11 Coordination and Scheduling: Managing and coordinating interpreters across different time zones and schedules can be complex. Contractor shall provide a robust scheduling system and clear communication protocols to handle ad-hoc requests efficiently.

2.2 SUPPORT REQUIREMENT FOR SIGN LANGUAGE INTERPRETATION SERVICE

IN A DECLARED DISASTER

This requirement overs any declared disaster, including but not limited to:

• Natural disasters such as hurricanes, floods, wildfires, tornadoes, and earthquakes.

• Man-made disasters including large-scale accidents, chemical spills, or terrorist attacks.

• Pandemic and public health emergencies.

The contractor shall be prepared to provide sign language support in any affected area within the state, and across multiple disaster types, with the capacity to expand the scope as new events arise.

2.2.1 TASK ONE: ONSITE SIGN LANGUAGE INTERPRETER The Contractor shall follow the requirements outlined in Section 2.0 for providing onsite Sign Language and other sign language services during declared disasters. This includes services at Disaster Recovery Centers (DRCs), shelters, medical stations, and other locations as required.

2.2.2 TASK TWO: REMOTE SIGN LANGUAGE INTERPRETER The Contractor shall provide remote sign language services, including Remote Interpretation, for declared disasters. These services shall adhere to the requirements outlined in Section 2.1, ensuring interpreters are available on-demand during emergency operations, including weekends and holidays.

2.2.3 The Contractor shall provide certified and qualified remote sign language interpreters, including American Sign Language (ASL) and other required sign languages, to support communication access during declared emergencies or disasters. Interpreters must be available on-demand 24/7, including weekends and holidays, with the ability to respond within 30 minutes of a request.

2.2.4 The Contractor shall ensure interpreters are prepared to handle diverse emergency scenarios, including medical, legal, and disaster response communications, and possess knowledge of relevant terminology and protocols. The Contractor must maintain surge capacity to scale services based on the severity and scope of the emergency, ensuring uninterrupted communication support.

3. GENERAL INFORMATION

3.0.1 Interpreter Availability: The contractor shall provide a sign language interpreter to the requested location within a two (2) hour notice. If an interpreter is unavailable, the contractor shall contact the presiding official at least fifteen (15) minutes before the start time.

3.0.2 Check-In and Check-Out: Upon arrival, the contractor's employee(s) shall check in with the identified point of contact. They shall also notify the point of contact prior to departure.

Monitoring of the contractor's employee's time shall be demonstrated by record assignment logs. Any noncompliance shall be reported to the Contracting Officer immediately.

Interpreters shall email or text the COR upon arrival and departure.

3.0.3 Short Notice Assignments: For same-day assignments requested on short notice (less than three hours), the contractor shall accept the assignment and ensure that the interpreter arrives on or before the requested time.

3.0.4 Reporting: Interpreter(s) shall report to the authorized government point of contact at each assignment and remain for the indicated time. This includes all assignments regardless of length.

3.0.5 Assignment Confirmation: The contractor shall provide the names of the interpreter(s) who will fulfill the call order 48 hours or more before the assignment.

3.0.6 Rapid Deployment and Staffing: The contractor shall have the capacity to rapidly deploy interpreters and increase staffing levels quickly to meet urgent needs.

3.0.7 Quality Control: The contractor shall implement quality control processes for all services to ensure high standards and compliance.

3.0.8 Staffing and Recruitment Plan: The contractor shall provide a plan detailing how interpreters will be recruited, trained, and retained locally and nationally. This plan shall include a contingency plan for replacing interpreters when necessary.

3.0.9 Expertise in Disability Law and Sign Language Interpretation: Contractors shall have expertise in disability law and sign language interpretation, supplying qualified interpreters for various needs, including general, specialized, and cleared interpreting. Services shall be available regularly, after hours, and on short notice, ensuring accessibility for Deaf or Hard of Hearing survivors in emergency management.

3.0.10 No Government-Furnished Resources: The government will not provide any resources to the contractor for this contract.

3.0.11 Identification and Record-Keeping: Providers shall present a valid government-issued photo ID upon arrival and sign in and out. Interpreters shall obtain a signed record of the signing sheet for invoicing purposes.

3.0.12 Compliance with Federal Travel Regulations: Comply with all federal regulations regarding travel and reimbursement for travel over 50 miles.

3.0.13 Professional Attire: Ensure attire is business casual unless specified otherwise.

3.0.14 Response to Service Requests: Respond to service requests within 2 hours if unable to fulfill them.

3.0.15 Billing for Canceled Services: Bill for canceled services if the cancellation occurs with less than 48 business hours' notice.

3.0.16 Compliance with Federal Holiday and Inclement Weather Policies: Ensure compliance with federal holiday and inclement weather policies.

3.0.17 Qualified Personnel: The contractor shall provide qualified personnel who understand the role of interpreters and are not considered DHS employees. Ensure all interpreters meet certification and experience requirements and maintain proof of these qualifications.

3.0.18 Deaf Interpreters: Deaf interpreters shall have at least 150 hours of professional interpreting experience, with 50 hours in platform or conference interpreting. They shall adapt their interpreting modality to meet diverse needs and comply with the Professional Code of Conduct established by the National Registry of Interpreters for the Deaf (RID).

3.0.19 Certifications Required:

3.0.19.1 Certified Deaf Interpreter (CDI):

o Certification through the Registry of Interpreters for the Deaf (RID).

o Requires a combination of training, experience, and passing a written and performance exam.

3.0.19.2 National Interpreter Certification (NIC):

o Certification through RID.

o Requires passing a written test, interview, and performance assessment.

3.0.19.3 State-Specific Licensure: Interpreters shall comply with state-specific licensure requirements, which vary by state.

3.0.19.4 Specialized Certifications:

• Medical Interpretation Certification.

• Legal Interpretation Certification.

• Other specialized certifications as needed based on assignment requirements.

4.0 GENERAL INFORMATION

4.0.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. The quality control program shall be delivered to the COR within 15 days after contract award. Thereafter quality and risk related discussions will be a part of the Monthly Status Report. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system.

4.0.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

4.0.3 Recognized Holidays: The contractor is not required to perform work on the Government holidays listed below.

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Independence Day Christmas Day

4.0.4 Not Applicable

4.0.5 Not Applicable.

4.0.6 Not Applicable

4.0.7 Not Applicable

4.0.8 Not Applicable

4.0.9 Not Applicable

4.1.0 Post Award Conference/Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

4.1.1 Contracting Officer Representative (COR): The COR will be identified by separate letter.

The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including

Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract vehicle.

4.1.2 Key Personnel: The Contractor shall provide a Program Manager (PM) who shall act as the central point of contact with the Government for all BPA-wide technical issues. The PM must have at least five (5) years of experience in project management and working knowledge of various types of language services. The PM shall ensure all aspects of the BPA are being adhered to and serve as the main point of contact for the DHS BPA level CO or contracting officer representative (COR) for all issues, including supervisory/ management of contractor personnel, human resource management, performance management, security management, and quality assurance/quality improvement management. The PM shall ensure each DHS Component has 24 hours per day, 7 days a week, and 365 days per year support and shall ensure that a Contractor representative is available with two-hour advance notice to attend any conference call requested by the CO or COR during the period of performance to ensure BPA or call order compliance. In the event that the Program Manager is unavailable, an alternate Program Manager shall be designated.

4.1.3 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Ability to obtain a FEMA badge is required. It is also required for the contractor to display the badge while at FEMA Headquarters.

The Contractor shall provide 24 hours a day, 7 days a week, and 365 days per year support for each Component and shall ensure the Component Program Manager is available within two-hour advance notice to attend any conference call requested by the Component Contracting Officer or COR during the period of performance.

4.1.4 Contractor Travel:

• Contractor are required to travel to FEMA locations within the declared state or to government sites. Travel expenses may only be billed at cost in accordance with GSA Federal Travel Regulations (https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr).

• For local deployment within the declared counties, travel within fifty (50) miles will not be reimbursed.

• For travel outside the declared state or counties, the Contractor must submit the starting point and endpoint to track and verify travel mileage. The Contractor must formally request authorization for any other mode of transportation.

• No contractor profit, fee, or mark-ups (such as material handling fees) may be billed to the Government. Travel expenses will not be authorized without prior written approval from the Contracting Officer Representative (COR).

https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr

4.1.5 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

4.1.6 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5.

The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

4.1.7 Phase In/Phase Out Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the thirty (30) day phase in/ phase out periods with less than 8% personnel rotation during the contract period. The Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

4.1.8 Hours of Operation: The contractor is responsible for conducting business, between the hours of 7:00 am - 7:00 pm Monday through Sunday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

4.1.9 EQUIPMENT-GOVERNMENT FURNISHED:

Contractor provides all required equipment.

4.1.10 Delivery Scheduled:

On-site interpreters must report to their duty stations starting the day after receipt of award.

4.1.11 GOVERNMENT ACCEPTANCE PERIOD: The COR will review deliverables prior to acceptance and provide the contractor with an e-mail that provides documented reasons for non-acceptance. If the deliverable is acceptable, the COR will send an e-mail to the Contractor notifying it that the deliverable has been accepted, the contractor must address the issues outlined by the COR and resubmit the deliverable for review.

4.1.12 COR WILL HAVE THE RIGHT TO REJECT OR REQUIRE CORRECTION OF

ANY DEFICIENCIES FOUND IN THE DELIVERABLES THAT ARE CONTRARY TO

THE INFORMATION CONTAINED IN THE CONTRACTOR’S ACCEPTED

PROPOSAL.

In the event of a rejected deliverable, the Contractor will be notified in writing by the COR of the specific reasons for rejection. The Contractor may have an opportunity to correct the rejected deliverable and return it per delivery instructions.

The Contractor shall have three (3) business days to make corrections at no cost to the government and redeliver deliverables after comments are received from the contracting officer or COR.

4.6.3 Progress and Evaluation

4.6.3.1 Initial Progress Plan: The contractor will provide a written initial progress plan scoping deliverables status and progress; potential risks and mitigations; contract personnel continuity of operations plan; and the Sprint Schedule. The contractor will have produced this document within first two weeks (10 business days) of onboarding.

4.6.3.2 Progress Meetings: The contractor will schedule weekly progress meetings to present any progress on websites, dashboards, and written deliverables, as well as any problem areas, issues, or risks with proposed corrective actions. The contract will schedule these weekly meetings within 3 days of a project assignment.

4.6.3.3 Monthly Progress Report: The contractor will provide a written monthly progress report discussing the status and progress of deliverables; potential risks and mitigations; personnel actions for the period; and, a status of hours invoiced for that month plus a cumulative report of hours invoiced from the beginning of the period of performance to current month being reported on. The contractor will schedule these monthly meetings on or before the 15th day of each month and provide the monthly report one day before the meeting.

4.6.3.4 Final Deliverable: The contractor will provide a catalog of all final products and deliverables to include operation guides and all in-progress products and deliverables prepared during the contract term. The contractor will provide this final deliverable within two weeks (10 business days) after the last month of performance.

5.0 DELIVARBLES

The Contractor shall consider items in BOLD as having mandatory due dates. Items in italics are deliverables or events that must be reviewed and/or approved by the COR before proceeding to the next deliverable or event in this PWS.

Technical Exhibit 2 Deliverables Schedule

Item PWS Reference Deliverable/Event Due By Distribution

1 1.6.3.1 Initial Progress Plan 10 business days after onboarding COR

2 4.0.1 Quality Control Plan Within 15 days after contract award COR

3 4.0.2

Monthly Status Report: The monthly status report shall entail the name of the project number, type of service rendered, source language, target language, date requested, date delivered, requestor name, total cost, word count, rate, and CLINS.

This monthly status report shall also include the amount of administrative time utilized for scheduling services and the hours associated with the training program, as well as any progress issues, concerns, etc. for all work performed in the month.

COB on the 30th of each month COR

4 4.1.0 Post Award Conference Report 2 days after call order award COR

5 4.1.1 Resumes of Key Personnel Within 3 days after BPA award COR

6 4.0.3 Onsite Interpretation Service Report

Due 8 hours after receipt of the assignment COR

7 4.0.4 Remote Interpretation Service Report

Due 8 hours after receipt of the assignment COR

8 4.1.3 Staffing and Recruitment Plan Within 30 days after BPA award COR

9 4.1.6 Final Deliverable Within 2 weeks after the last month of performance COR

6.0 PERFORMANCE STANDARDS

The contractor shall meet the standards of performance required by DHS. The contractor shall be responsible for meeting the performance standards regardless of the levels of personnel qualification requirements required. The performance standards that apply to this PWS, and that the contractor shall achieve are outlined in the table below:

Service Output Performance Objective Acceptable Quality Level (AQL) Positive Incentive Negative

Incentive

Onsite Sign Language Interpretation

Ensure all FEMA communications are accessible to individuals who are Deaf, Hard of Hearing, or non-English speaking

No more than one customer complaint per month

Additional contract extensions or renewals

Reduction in payment or termination of contract

Remote Sign Language Interpretation

Facilitate effective communication during disaster response and recovery operations

No more than one customer complaint per month

Recognition and additional opportunities for future projects

Written warning or penalties for repeated failures

Quality Control Plan Implementation

Maintain high standards and compliance with quality control processes

Zero deviations from the standard

Positive performance evaluations and recommendations

Corrective action plans or withholding of payments

Timely Reporting and Documentation

Submit all required reports and documentation within specified timeframes

100% on-time submission rate

Commendation and potential for additional work

Late fees or reduction in payment

Rapid Deployment of Interpreters

Deploy qualified interpreters within the required timeframes during emergencies

Deployment within 72 hours of request

Bonus incentives for exceptional performance

Financial penalties for delays

Certification and Training Compliance

Ensure all interpreters meet certification and training requirements

100% compliance with certification standards

Positive recognition and future contract opportunities

Requirement to replace non-compliant personn

PART 2

Definitions & Acronyms

2.0 Definition and Acronyms

2.1 Definitions

2.1.1 CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2 CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government.

Note: The only individual who can legally bind the government.

2.1.3 CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S.

Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4 DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5 DELIVERABLE. Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

2.1.6 KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7 PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8 QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10 QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of a product or service shall meet contract requirements.

2.1.11 SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.13 WORKDAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.14 WORK WEEK. Monday through Friday, unless specified otherwise.

Acronyms

OA Office of the Administrator CO Contracting Officer COR Contracting Officer Representative FAR Federal Acquisition Regulation FEMA Federal Emergency Management Agency ICT Information and Communications Technologies OA Office of the Administrator OCI Organizational Conflict of Interest OPPA Office of Policy and Program Analysis PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program S&P Strategy and Policy Division TE Technical Exhibit

Need to Know

The contractor will limit access to the PII provided by FEMA under this contract only to the contractor’s authorized personnel who need to know the information to accomplish the tasks outlined in this contract.

Prohibition on Computer Matching

The contractor shall ensure no computer matching, as that term is defined in 5 U.S.C. § 552a(a)(8), will occur for the purpose of establishing in or verifying eligibility or compliance as it relates to cash or in-kind assistance or payments under federal benefit programs.

Recipient Requirement

If at any time during the term of this contract any part of FEMA PII, in any form, that the contractor obtains from FEMA ceases to be required by the contractor for the performance of the contract, or upon the termination of the contract, whichever occurs first, the contractor shall, within fourteen (14) days thereafter, promptly notify FEMA and securely return PII to FEMA, or, at FEMA’s written request destroy, un-install and/or remove all copies of such PII in the contractor’s possession or control, and certify in writing to FEMA that such tasks have been completed.

SAFEGUARDING OF CONTROLLED UNCLASSIFIED INFORMATION (JULY

2023)

(a) Definitions. As used in this clause— Adequate Security means security protections commensurate with the risk resulting from the unauthorized access, use, disclosure, disruption, modification, or destruction of information. This includes ensuring that information hosted on behalf of an agency and information systems and applications used by the agency operate effectively and provide appropriate confidentiality, integrity, and availability protections through the application of cost-effective security controls. Controlled Unclassified Information (CUI) is any information the Government creates or possesses, or an entity creates or possesses for or on behalf of the Government (other than classified information) that a law, regulation, or Governmentwide policy requires or permits an agency to handle using safeguarding or dissemination controls. This definition includes the following CUI categories and subcategories of information:

(1) Chemical-terrorism Vulnerability Information (CVI) as defined in 6 CFR part 27, “Chemical Facility Anti-Terrorism Standards,” and as further described in supplementary guidance issued by an authorized official of the Department of Homeland Security (including the Revised Procedural Manual “Safeguarding Information Designated as Chemical-Terrorism Vulnerability Information” dated September 2008);

(2) Protected Critical Infrastructure Information (PCII) as set out in the Critical Infrastructure Information Act of 2002 (title XXII, subtitle B of the Homeland Security Act of 2002 as amended through Pub. L. 116–283), PCII’s implementing regulations (6 CFR part 29), the PCII Program Procedures Manual, and any supplementary guidance officially communicated by an authorized official of the Department of Homeland Security, the PCII Program Manager, or a PCII Program Manager Designee;

(3) Sensitive Security Information (SSI) as defined in 49 CFR part 1520, “Protection of Sensitive Security Information,” as amended, and any supplementary guidance officially communicated by an authorized official of the Department of Homeland Security (including the Assistant Secretary for the Transportation Security Administration or designee), including Department of Homeland Security MD 11056.1, “Sensitive Security Information (SSI)” and, within the Transportation Security Administration, TSA MD 2810.1, “SSI Program”;

(4) Homeland Security Agreement Information means information the Department of Homeland Security receives pursuant to an agreement with State, local, Tribal, territorial, or private sector partners that is required to be protected by that agreement. The Department receives this information in furtherance of the missions of the Department, including, but not limited to, support of the Fusion Center Initiative and activities for cyber information sharing consistent with the Cybersecurity Information Sharing Act of 2015;

(5) Homeland Security Enforcement Information means unclassified information of a sensitive nature lawfully created, possessed, or transmitted by the Department of Homeland Security in furtherance of its immigration, customs, and other civil and criminal enforcement missions, the unauthorized disclosure of which could adversely impact the mission of the Department;

(6) International Agreement Information means information the Department of Homeland Security receives that is required to be protected by an information sharing agreement or arrangement with a foreign government, an international organization of governments or any element thereof, an international or foreign public or judicial body, or an international or…