Attachment_2_Call_Center_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

8.0 Background: The Veterans that reside in Vermont span conflicts including WWII, Korean War, Vietnam War, Afghanistan, Iraq as well as serving during peacetime. There are 46,745[footnoteRef:1] Veterans residing in in the state with only 40% of them enrolled in the VA; Vermont is designated as 64%[footnoteRef:2] rural with Chittenden County, population of 161,382[footnoteRef:3] and nearly 10,000[footnoteRef:4] veterans, is the only designated metro county[footnoteRef:5]. The VTNG Veterans Outreach Program functions to identify Veterans in need of assistance, initiates support plans if requested and works with the Veteran and their family to educate and connect them with existing programs (national, state and local) that can assist them with their needs for medical care and/or other non-medical services. This program does not replace functions performed by service or benefit organizations, but is designed to assist Veterans in identifying their support requirements and matching and connecting them with organizations that can meet their needs. [1: ] [2: ] [3: ] [4: ] [5: ]

The contractor shall manage all aspects of the development and management of a Veterans Call Center program, processes, information/referral, training and tracking and reporting for all 14 counties. Contractor shall perform data / trend analysis on data gathered from program clients and sources of potential community service and emergency response providers for use in developing recommendations on improvements to processes, and evaluating effectiveness of programs. Call Center contractors will handle a variety of incoming calls ranging from routine requests for information to callers in distress and/or crisis. Call Center Operators will exercise appropriate judgment and discretion in identifying and referring the caller to the appropriate service provider or source of information. All plans, reports, training materials and program handouts shall be reviewed and approved by the VTNG State Family Program Director or designated Government Official prior to release / use.

Contractor shall serve as the subject matter expert regarding the design, development, implementation and training directly related to the management of information and actions generated by incoming calls from Veterans. Types of requests for service may include but not limited to issues with substance abuse, domestic violence, callers announcing suicide, callers experiencing behavioral health issues, anger management issues, homelessness, requests for information related to Veterans benefits or benefits available within communities and emergency support services.

Veteran Outreach Call Center in 2015 showed a 62% increase in call volume over 2014. Contractor shall triage all incoming calls/situation reports including the Commander’s Critical Information Requirements (CCIRs), primarily CCIR # 6 which is defined as death, serious injury, or attempted self-harm of a VTNG member with special focus is on emergent issues: CCIR# 6, family emergencies and suicidal behaviors. Metrics for 2015 report 30 separate incidents involving emergent issues were triaged.

Contractor shall coordinate with the SFPD to identify and maintain visibility of programs and services of benefit to Veterans. Ensures call center goals and objectives complement existing programs provided and managed by the SFPD and state leadership.

Call Center must be staffed 24 hours a day, 7 days a week, 365 days a year.

8.2 Purpose: This Quality Assurance Surveillance Plan is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

- What will be monitored

- How monitoring will take place

- Who will conduct the monitoring

- How monitoring efforts and results will be documented

8.2.1 The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

8.2.2 The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

8.2.3 The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

8.2.4 Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

8.2.5 Authority. Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provide for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

8.2.6 Roles and Responsibilities. The following personnel shall oversee and coordinate surveillance activities.

8.2.6.1 Program/Project Manager (PM) – The PM (if the individual’s supervisor) nominates (or request the individual’s supervisory nominate the COR using VCE-COR or as directed by the Contracting Officer based upon the dollar value of the action. The PM/Supervisor ensures the COR meets all COR training requirements outlined by the Contracting Office for the action before taking action regarding the nomination of the COR. The contract shall not be awarded until a qualified COR is appointed in writing by the Contracting Officer. The PM/Supervisor is not authorized to perform any COR duties but provides support to help the COR properly provide the necessary federal government oversight needed. The PM/Supervisor is required to include the performance of the COR in the COR/s annual performance rating. While the PM may serve as a direct conduit to provide Government guidance and feedback to thru the COR to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government’s behalf. It is highly recommended the PM/Supervisor also nominate an alternate COR.

Assigned PM:

Organization or Agency:

Telephone:

Email: l

8.2.6.2 Contracting Officer (KO) – The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Assigned KO:

Organization or Agency:

Telephone:

8.2.6.3 Contracting Officer’s Representative (COR) The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. If required to use DOD COR Tool by the Contracting Officer, the COR will always make sure these records are accurately and timely uploaded to the DOD COR Tool system. The purpose is to ensure the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment (or more frequently as directed by the Contracting Officer) to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf. The COR shall meet with the KO periodically as directed (usually monthly or quarterly at a minimum) to discuss the CORs performance. These meeting are in addition to the progress and similar type meeting involving at a minimum the contractor, COR and KO. The COR and alternate as applicable should communicate frequently to ensure both are aware of the current on-going oversight status and contract performance status.

Assigned COR:

Organization or Agency:

Telephone:

Email:

8.2.6.4 Contractor Representatives (STATE: Titles provided may vary – adjust after award);

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract. (Complete this section after the contract award)

2.5.1 Program Manager - <upon award, enter name>

Telephone: <enter number> Email: <enter address>

2.5.2 Task Manager - <upon award, enter name>

Telephone: <enter number> Email: <enter address>

2.5.3 Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

8.3.0 Government Contract Surveillance. The goal of the QASP is to ensure contractor performance is effectively monitored and documented. The COR is responsible for maintaining quality assurance surveillance for the federal government. The COR will ensure monthly quality assurance inspections are accomplished accurately and timely. All records shall be uploaded to DOD CORT as applicable.

8.3.1 The Surveillance Matrix (See Attachment 1) is the list of performance objectives and standards that must be performed by the government. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

8.3.2 Performance Rating Definitions. In evaluating the quality of contractor’s performance, the following performance ratings may be used. Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards.

8.4.2 Corrective Action Report (CAR) (See attachment 2). Used identify, document and resolve issues or performance concerns/failures.

8.4.3 Customer Complaint Form (See attachment 3). Provides a format for customers who are supported by the contractor to report on the contractor’s performance. CORs should use this as method to become aware of issues but these forms are not to be used to evaluate the contractor unless complaint is valid and applicable to the contract (consult with the Contracting Office if there are any questions).

Performance Rating Criteria

8.4.4 (Attachment 1) Performance Assessment Report. For use by the COR to report the period (monthly or as directed by the KO) assessments of the contract performance.

Vendor Quality Control Plan 1.3.4.3

Outreach Call Center 5.3, 5.3.1, 5.3.2, 5.3.3, 5.3.4, 5.3.5, 5.3.6, 5.3.7, 5.3 8, 5.4, 5.4.1, 5.4.2, 5.4.3, 5.4.4,.5, 5.5.1, 5.5.2, 5.5.3, 5.5.4 Call Center coverage

Call Center Services

Call Center Surveys

Community Capacity building

Plan ensures contractor approach provides effective support & coverage 24/7/365

Services provided in accordance with established priority list

Conduct follow up Veteran surveys

Liaison with existing community emergency response providers to ensure response procedures are current No gaps in support or coverage 100% of the time

95% of time

Veteran surveys reflect program meeting informational goals 98% of time

95% of time Observation / COR

Observation / COR

Training 5.6, 5.6.1, 5.6.2, 5.6.3, Training (Cont) Emergency response training

HIPAA Training

Contractor initial/refresher training (annually) on items noted in paragraph 1.6.4.1

Completion certificate submitted within 30 days of employee hire 100% of the time

No late instances

Observation / COR

Reports and Trend Analysis 5.7, 5.7.1, 5.7.2, 5.7.3, 5.7.4, 5.7.5, 5.7.6, 5.7.7, 5.7.8, 5.7.9 Monthly activity report

Historical Tracking

Monthly trend report 5th work day of each month

5th work day of each month

5th work day of each month

Late no more than once over a three month period

Observation / COR

Attachment 2: Corrective Action Report (CAR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY |_| MAJOR |_| MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

Attachment 3: Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR