TE 18 DSA SOW.pdf

2024 IHP Field Services Contract Technical Exhibit #18

TE 18 DSA SOW 1 1/2/2024

Disaster Survivor Assistance – Statement of Work

1 Background

The Federal Emergency Management Agency (FEMA) is hereby requesting a proposal under CLIN XXXX for Disaster Survivor Assistance (DSA) personnel for the State of XX in accordance with Section 1.7 of the Performance Work Statement.

2 Scope

To conduct survivor contact services throughout Federally Declared locations as instructed through FEMA provided training ensuring applicants are informed of the recovery process and or to receive applicant information when conducting individual disaster registrations. The tasks will be performed through site visits to damaged residences and other locations within the affected area when paired with Federal assets.

3 Requirement

The contractor will provide XXXX adjudicated personnel to perform contact and or registration intake services with the survivor throughout the declared area, primarily at their damage dwelling. The assignment of field locations will be provided at a post-award briefing with an understanding that locations are subject to change daily.

3.1 Objective

The objective of this task is to provide contractor personnel to the field mirroring operational needs. The projected deployment is as follows:

• Within three weeks of the task order being issued: 25% of the requested personnel,

• During the 4th week: 50% of the requested personnel,

• During the 5th week: 75% of the requested personnel,

• During the 6th week: 100% of the requested personnel.

3.2 Period of Performance

The period of performance for this task order begins immediately upon award continuing until the task is no longer required and or 180 days from award, whichever is less. A 48 hour notice of task cessation will be provided to the Contractor by the Contracting Officer’s Representative (COR).

3.3 Personnel Requirements

All personnel assigned to this task order must have a moderate level background investigation per Section 7.7 of Contract Attachment 1 - PWS.

• DSA personnel will have extensive contact with the general public who are yet to apply for disaster assistance. Assigned individuals will be prepared to take the survivor’s application and answer basic questions pertaining to the Individuals and

TE 18 DSA SOW 2 1/2/2024

Households Program to include measures to receive assistance requiring patience, tact, and courtesy on the part of the contractor’s personnel.

• Personnel must have good communication skills and or customer service experience.

• Personnel must maintain attire customary with FEMA Field operations subject to their identification as a contracted entity with FEMA to include the wearing badges confirming their association.

• Contractors must be prepared to meet operational assignments utilizing Spanish/English multilingual personnel for up to 25% of the deployed contingent.

• All deployed personnel must have successfully completed all Duty Readiness Training per PWS Section 5.4 and Technical Exhibit 10 prior to performing DRC functions.

3.4 Supervision of Contract Personnel

FEMA will not be responsible for the supervision and control of contractor personnel while working on this task order. Day to day assignments will be provided by FEMA through a point of contact and or the federally partnered individual or crew lead when conducting the door to door outreach mission.

The Contractor will provide a field Task Order Manager (TOM) for coordinating the assignment of staff and projected locations on an as needed basis. The Contractor’s TOPR response will detail their span of control identifying the number of DSA personnel assigned to a designated TOM.

3.5 Training

The adjudicated personnel assigned to this mission are required, in advance of the task order award to have completed all mandatory training as outlined in Technical Exhibit 10 addressing information and privacy security, rules of behavior and unconscious biases.

FEMA staff will provide contracted personnel with appropriate DSA training prior to engaging with the public. Registration Intake (RI) training will be provided through FEMA’s virtual learning environment after task order award where the typical time to complete the training session is 8 hours. Additional DSA instruction will be provided by FEMA staff post task order award requiring a minimum of 24 hours of additional training.

3.6 Hours of Operation

Personnel must be available to work a minimum of 8 hours per day up to seven days per week. Daily shift times may vary and subject to start at any hour of the day to meet DSA operations. Personnel may be required to work extended hours of operation, evenings, holidays and weekends.

TE 18 DSA SOW 3 1/2/2024

3.7 Quality Assurance

The Contractor shall include in their Task Order Proposal Response (TOPR) submission a quality assurance plan detailing performance monitoring methodologies and reporting timeframes. Minimally, FEMA requires the following:

• The contractor to monitor each personnel assigned to the task on a weekly basis confirming performance, capability and customer satisfaction as indicated by FEMA DSA Lead.

• The contractor is to notate and address any negative customer service trends with the FEMA DSA Lead and report outcomes and corrective action to the FEMA COR and or their designee within 24 hours of the situation and or when a noticeable trend has occurred.

3.8 Reports

The Contractor shall provide the following reports:

• Staffing Report: On a weekly basis, the names and Contractor ID numbers of personnel working DSA assignments to include: County location and hours per day the individual completed.

• Summary: Within 15 days of completing the DSA task, summarize the personnel hours worked by the individual, duration and any lessons learned.

4 Other Applicable Conditions

4.1 Government Furnished Property

The Government will provide the following property to the Contractor for work required under this task order:

• iPad tablets and iPhones to include cellular communication.

• Associated software to initially address the taking of registrations via applications to the Agency’s proprietary software application – NEMIS.

4.2 Submission of Invoices

The Contractor will follow existing invoicing schedules for cost reimbursement to the designated COR based in section 1.5 Quality Assurance in the contractor’s Performance Work Statement.

4.3 Security

Should DSA personnel be assigned or permitted to enter Federal facilities, such locations are subject to personal security conditions and restrictions on firearms, smoking and the application of general safety practices per Section 5.14.10 of the PWS.

DSA personnel will follow all procedures and conditions for the securing of controlled unclassified information as stipulated in Part 7 of the PWS.

TE 18 DSA SOW 4 1/2/2024

4.4 Personnel Acquired

Contractor TOPR submissions should identify their means to acquire DSA personnel.

Statements should provide a count of staff currently available to assume DSA operational activities, the time to deploy personnel to the field, and should resources be exhausted or not available the means to acquire additional members.

Statements will include a need for Just-in-Time onboarding as specified in PWS Section 5.8.