FY17_PWS_-_VT_Veterans_Call_Center_-_Final_5Jan17.pdf

PERFORMANCE WORK STATEMENT (PWS)

VTARNG VT Veterans Outreach Call Center Team Services

Part 1 General Information

1. GENERAL: This is a non-personal services requirement to provide Veteran Call Center Support Services for VT Veterans. The Government shall not exercise any supervision or control over the contractor employees performing the services herein. Such contractor employees shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Scope: The contractor shall provide all personnel, equipment, tools, materials, supervision, quality control and other items and non-personal services necessary to perform Veterans Call Center Support Services as defined in this PWS, except as specified in Part 3 as Government Furnished. The contractor shall perform to the standards specified herein.

1.2 Background: The Vermont Army National Guard State Family Program Office has a requirement for contractor support to provide assistance to Veterans on a twenty-four hours basis by managing and responding to incoming telephone calls and emails ranging from routine requests for information to persons in crisis. The contractor will design and develop protocols for tracking, responding, referring and managing information related to Veteran and Family requests for information and or assistance. The contractor shall perform all functions necessary to develop and implement programs to identify emergency response organizations at the national, state and local levels, and to educate Veterans and unit members on available resources and services.

1.3 General Information

1.3.1 This PWS conveys the basic requirements, performance standards and assessment measures. Performance standards, when stated in the PWS, provided a general basis for measuring the performance for each requirement.

1.3.2 The contractor shall perform in accordance with the requirements of this PWS. The service requirements are summarized into performance objectives. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement when applicable.

1.3.3 Government Remedies. The Contracting Officer shall follow the requirements of FAR 52.246-4, Inspection of Services – Fixed price (Aug 1996) for contractor’s failure to correct non-conforming services. In the event that services fail to conform to contract requirements and cannot be remedied by re-performance, the Government reserves the right to reduce the contract price to reflect the reduced value of the non-conforming services. The Government will notify the contractor of weaknesses or discrepancies as they become apparent. The first notification will be to attempt to obtain re-performance if possible. Deficiencies that exceed the SDS acceptable levels will be issued on a Contract Discrepancy Report, DD Form 2772.

1.3.4 Quality Assurance (QA): The government shall evaluate the contractor’s performance under this order in accordance with the Quality Assurance Surveillance Plans. 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 quality level(s) and/or defect rate(s).

1.3.4.1. The Contractor employee performance will be evaluated at least monthly. For those tasks listed in the Service Delivery Summary (SDS), the Contracting Officer Representative (COR) will follow the methods of surveillance specified in the Government’s Quality Assessment Plan (QAP). Government personnel will record all surveillance observations.

When an observation indicates other than a “good” rating, the COR will require the Contract Manager or representative to initial the observation. The initialing of the observation does not constitute concurrence with the observation; only acknowledging that they have been made aware of the defective performance. Interim evaluations maybe prepared at any time during contract performance when determined to be in the best interest of the Government.

1.3.4.2 Quality Control. Reference FAR clause 52.246-4, Inspection of Services – Fixed Price. The contractor shall develop, implement and maintain a comprehensive quality control program that assures compliance with all requirements of this contract. The contractor shall maintain, enforce and document a Quality Control Plan (QCP). The QCP shall ensure that the Government receives the level of quality that is consistent with the requirements specified in this PWS.

1.3.4.3. Quality Control Plan. The contractor shall provide a Quality Control Plan as specified in paragraph 1.3.4.2 within 30 days of contract award.

1.3.5 Holidays, Work Location, Days & Times: Federal law (5 U.S.C. 6103) establishes the following public holidays which will be recognized for the purpose of this task order (http://www.opm.gov/policy-data- oversight/snow-dismissal-procedures/federal-holidays/#url=Overview):

New Year's Day

Birthday of Martin Luther King, Jr.

Washington's Birthday

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

1.3.6 Place, Performance of Services & Times: The contractor shall provide services in support of a call center that operates 24 hours, 7 days a week, 365 days of the year. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential. The Government shall not be liable for overtime hours incurred in excess of the aforementioned minimum coverage.

1.3.7 The Contractor cannot bill the Government for the time their employees participate in activities not identified in the PWS, such as morale picnics, early release authorizations (59 minute rule), etc. As such, timecards shall reflect actual hours worked.

1.3.8 Facility Closures: When an unforeseen Government facility closure occurs on a scheduled day of work, the Contractor shall not be required to perform any services on the day of the closure and shall receive no payment (unless the Contracting Officer designates the services as essential during the time of facility closure). In the event of a partial day unforeseen Government facility closure, the Government will notify the Contractor within one hour after notification of the facility closure is received. Payment of a partial day closure will be made for the actual time worked.

1.3.9 Unscheduled gate closures: The Installation Security Office may close the gates at any time causing all personnel entering or exiting a closed installation to experience a delay. This cannot be predicted or prevented. Labor hour and Time & Materials employees are not compensated for unexpected closures or delays.

1.3.10. Vehicles operated by contractor personnel are subject to search pursuant to applicable regulations. The award of this contract does not create a right for any individual contractor employee to have access to any installation. Any moving violation of any applicable regulation may result in the termination of the contractor employee’s installation driving privileges.

1.3.11 The contractor, its employees, and subcontractors shall become familiar with and obey the regulations of the installation; including fire, traffic, safety and security regulations while on the installation. Contractor employees should only enter restricted areas when required to do so and only upon prior approval. All contractor employees and subcontractors shall carry proper identification with them at all times. The contractor shall be responsible for compliance with all regulations and orders of the installation; respecting identification of employees, movements on installation, parking, truck entry, and all other installation regulations, which may affect the work.

1.3.12 Protection of Personally Identifiable Information (PII): The Contractor shall be responsible to protect all Personally Identifiable Information (PII) encountered in the performance of work in accordance with DFARS 224.103, DoDD 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R, Department of Defense Privacy Program. If the Contractor violates the aforementioned policies and a PII breach results, the Contractor shall be responsible for all notification costs, call-center support costs, and credit monitoring service costs for all individuals who’s PII has been compromised. In the event of such breach by Contractor, Contractor hereby agrees to hold the United States, the State of Vermont, VTARNG, and VTANG, harmless and to undertake their defense if any one, some, or all are sued directly or by a third party for the aforesaid breach of PII rules, regulations, and/or law.

http://www.opm.gov/policy-data-

1.3.13. Contractors shall frequently deal with highly sensitive personal issues. Health Insurance Portability and Accountability Act (HIPPA) and Privacy Regulations will be strictly followed to ensure confidentiality and right to privacy is maintained 100% of the time. Contract employees shall complete a confidentiality agreement prior to initiating work on this contract.

1.3.14 Contractor Employee Appearance and Dress. A professional appearance, along with training and experience, enhances credibility when dealing with veterans, their families, the public and any other organization or agency.

Employees will be well groomed and dressed appropriately when performing official duties. The normal dress code is casual business clothing. The team Leader will determine appropriate business attire (Vermont Veteran Outreach Program shirts, slacks and dress shoes). When at a public event, team or official meetings, members are reburied to wear the Outreach Shirt as part of their attire. The following items are considered inappropriate attire: Spaghetti-strapped shirts/dresses, tank tops, or revealing shirts, short mini-skirts, worn looking/old blue jeans, sheer clothing, tee-shirts, and any clothing with anti-government / military slogans. Vendor provided shirts (polos and long-sleeved shirts) shall display the VT Veterans Outreach logo, with the employee name embroidered on the clothing. The Government shall provide the Outreach logo.

1.3.15 Identification of Contractor Employees: All contractor 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. The contractor’s status as a “contractor” shall be predominantly displayed in all correspondence types (to include signature blocks on e-mail) and dealings with Government or non-Government entities/personnel.

Contractor decorum should leave no doubt that they are not acting in an official Government capacity and do not have the authority to bind the Government. 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. When contractor employees are working on Government facilities or participating at Government meetings, they shall wear identification badges distinguishing themselves as such. The badges shall have the company name, employee name and the word “contractor” displayed. Contractor issued badges are acceptable. The contractor shall retrieve all identification media (including vehicle passes) from their employees who depart for any reason. All identification media shall be returned to the Contracting Officer within 14 days of departure.

1.4 AT/OPSEC & Security Requirements.

1.4.1 Access and General Protection/Security Policy and Procedures. Contractor workforce must comply with all personal identity verification requirements (FAR Clause 52.204-9, Personal Identity Verification of Contractor personnel) as directed by DOD, HQDA and/or local policy. All contractor employees, including subcontractor employees, requiring access to an Army or VTARNG controlled installation, facility, or area shall comply with applicable security policies and procedures provided by the VTARNG security office. This includes policies pertaining to the use or prohibition of electronic recorders, devices, cameras, etc. If the Contractor is required to take photographs or videos on a Government Installation, the Contractor must obtain written permission from the Senior Commander. The contractor shall also provide all information required for background checks to meet installation and facility access requirements to be completed by the state Physical Security Manager, Director of Emergency Services, or Security Office. In addition to the changes otherwise authorized by the changes clause of this contract, should Force Protection Condition (FPCON) at any individual facility or installation change, the government may require changes in contractor security matters or processes.

1.4.1.1. All contractor employees, including subcontractor employees who are not in possession of the appropriate security clearance, will be escorted in areas where they may be exposed to classified and/or sensitive materials. The Vendor will coordinate with the COR and/or the facility security office for access when required.

1.4.1.2. All contractor employees, including subcontractor employees, who are not in possession of a current Common Access Card (CAC) will be vetted by the local security office to determine fitness and eligibility for access IAW DTM 09- 012, paragraph 2.b(4) may include but not limited to a Vermont Criminal Information Center (VCIC), National Criminal Information Check (NCIC) and National Terrorist Screening Database (NTSDB). The Vendor will ensure that the government has sufficient biographical information to conduct said screening including, but not limited to the person’s name, date of birth, and social security number. VCIC check will be conducted by the contractor with results forwarded to the VTARNG security office; NCIC and NTSDB will be conducted by the VTARNG security office as required.

Documentation of risk assessment will be recorded and reported as Access Approved/Access Denied. Negative findings will be destroyed within 60 days of risk assessment. Appeals of denial of access due to negative risk assessment may be made through VTARNG State Physical Security Manager for additional review.

1.4.1.3. The vendor must pre-screen applicants using the E-verify Program (http://www.dhs.gov/E-Verify) website to meet the established employment eligibility requirements. The vendor must ensure that the applicant has two valid forms of government issued identification. An initial list of applicants must be provided to the COR no later than 7 business days after contractor employee hire to start the CI-focused security screening process.

http://www.dhs.gov/E-Verify

1.4.1.4. The vendor is responsible for ensuring security documentation is completed by applicants. The Vendor must facilitate the security screening process for the CRPs (US/non-US citizens who do not require a security clearance and/or access to classified information) by ensuring the applicants complete the required security documentation (Privacy Act Advisement, SF85P, Fingerprint Cards, OFI Form 86C Special Agency Check (SAC), Intelligence Security Questionnaire, and a National Intelligence Agency Spreadsheet). The Vendor is responsible for translation services required for non- English speaking/writing applicants for assistance in completing the security screening packets. A blanket security CI-screening packet will be provided to the Vendor by the contracting Office upon request. For linguist support, the Vendor must acquire a PSI-CoE PSIP account to submit the required background investigations.

1.4.1.5. The Vendor must provide completed security screening packets in a sealed envelope/box to the VTARNG security office for access approval within 30 days after the employee hire.

1.4.1.6. The COR will notify the Vendor of the access determination for each applicant after the CI-focused screenings are complete. The Vendor must provide a final list of vetted/approval applicants to the COR at least 7 business days prior to the vendor employee start date to ensure that the Installation Security Office is notified in advance.

1.4.2. AT Level I Training. All contractor employees, to include subcontractor employees, requiring access to VTARNG controlled installation, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 45 calendar days after completion of training by all employees and subcontractor personnel. This is an annual training requirement. AT level I awareness training is available at the following website: http://jko.jten.mil/courses/atl1/launch.html

1.4.3. For contractors requiring Common Access Card (CAC). Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DoD facility and access, via logon, to DoD networks on-site or remotely; (2) Remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) Physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled NACI at the Office of Personnel Management.

1.4.3.1. CAC Requirements: Contractor will be in compliance with Army Directive 2014-05 and HSPD-12 Background Investigation Requirements: The contractor ensure Common Access Cards (CACs) are obtained by all contract or subcontract personnel assigned to work on the Government site and requiring access to a DoD network are required to, at a minimum, have received a favorable FBI fingerprint check. Contractors must have submitted to the Office of Personnel Management (OPM) a National Agency Check with Inquiries (NACI) or equivalent/higher investigation. It is the responsibility of the contractor to ensure that all employees requiring an initial background investigation complete a Personnel Security Investigation Portal (PSIP) form at attachment (TBD), at the earliest possible date and that this form is forwarded to the COR immediately. The COR will review the form for completeness and accuracy and forward to the VTNG Security manager who will initiate the investigation process via the PSIP. Contractor personnel will then receive two e-mail messages; the first will confirm that the request has been received by the Office of Personnel Management, and the second will provide instructions for the completion of the appropriate form via the Electronic Questionnaires for Investigations Processing (e-QIP) system. Upon completion of the e-QIP questionnaire and submittal of all required documents, including fingerprint card to the security manager, the BI will be initiated. The contractor shall ensure all instructions regarding background investigation processing, including those provided verbally, by e-mail or via a Government system are complied with immediately. The contractor is cautioned that the entire process from submittal of the PSIP form to return of the FBI fingerprint check may routinely take from 2-6 weeks and shall factor this lead time into its hiring/placement process. The contractor shall make all reasonable efforts to ensure that contractor employees meet CAC eligibility standards upon assignment to the contract and shall be held responsible for delays, failure to meet performance requirements or decreases in efficiency in accordance with the applicable inspection clause.

1.4.3.2. Trusted Associate Sponsorship System (TASS): The contractor is responsible for processing applications for Common Access Cards (CAC) for every contractor employee who deploys with the military force OR who has needed to access any government computer network in accordance with FAR 52.204-9, "Personal Identity Verification of Contractor Personnel." The contractor is responsible for managing requests for new or renewal CAC cards in sufficient time to ensure that all contractor employees have them when needed to perform work under this contract. The norm is at least ten calendar days advance notice to the Trusted Agent (TA), unless there are extenuating circumstances approved by the Contracting Officer's Representative (COR) or Contracting Officer. The contractor shall obtain an Army Knowledge Online (AKO) email address for each applicant, including subcontractors, who may be deployed or require logical access to a government computer network. This can be done by going to: http://www.us.army.mil and register as an "Army Guest," http://jko.jten.mil/courses/atl1/launch.html http://www.us.army.mil/ with the sponsor being the COR or a COR designated individual if the COR is ineligible to serve as an AKO Sponsor.

Note: If an employee of a contractor loses the privilege to access AKO, they lose the ability to renew their CAC.

Therefore it is critical that contractor employees maintain their AKO accounts. It is recommend that a "Corporate Facility Security Officer" (FSO) be designated to serve as your firm's single point of contact for Background Investigation (BI), the TASS application process and other CAC and security related matters. If a FSO is not established, each contractor employee requiring a CAC will be required to process their own applications. CAC applications shall be processed through the TASS. The contractor's FSO or contractor employee shall submit requests for a CAC via email to the designated TASS Trusted Agent (TA) before accessing the TASS website. The TASS TA for this requirement is located in the USPFO-VT Contracting Office. The government will establish a TASS application account for each CAC request and will provide each contractor employee a USER ID and Password, via email, to the FSO. The FSO or contractor employee shall access the TASS account and complete the CAC application (entering/editing contractor information as applicable) at: https://www.dmdc.osd.mil/tass/. The FSO or contractor employee will submit completed applications in TASS and will follow up to ensure that the TA is processing the request. A CAC cannot be issued without evidence that the FSO has initiated a National Agency Check with Written Inquires (NACI). The government will inform the contractor's applicant, via email, of one of the following:

a. Approved.* Upon approval, the information is transferred to the Defense Enrollment Eligibility Reporting System (DEERS) database and an email notification is sent to the contractor with instructions on obtaining their CAC. The contractor proceeds to a Real-Time Automated Personnel Identification System (RAPIDS) station (RAPIDS Site Locator:

http://www.dmdc.osd.mil/rsl/).

b. Rejected.* The Government, in separate correspondence, will provide reason(s) for rejection.

c. Returned. Additional information or correction to the application required by the contractor employee.

*The contractor shall maintain records of all approved and rejected applications.

1.4.3.3. At the RAPIDS station, the RAPIDS Verification Officer will verify the contractor by SSN and two forms of identification. Identity source documents must come from the list of acceptable documents included in Form I-9, OMB No.

115-0136, "Employment Eligibility Verification." Consistent with applicable law, at least one document from the Form I-9 list shall be a valid (unexpired) State or Federal Government-issued picture identification (ID). The identity documents will be inspected for authenticity and scanned and stored in the DEERS upon issuance of an ID. The photo ID requirement cannot be waived, consistent with applicable statutory requirements. The Verification Officer will capture primary and alternate fingerprints, picture, and updates to DEERS and will then issue a CAC. Issued CACs shall be for a period of performance not longer than three (3) years or the individual's contract end date (inclusive of any options), whichever is earlier. The contractor shall return issued CAC's to the DEERS office upon departure or dismissal of each contractor employee. Obtain a receipt for each card and provide to the TA/COR.

1.4.4. iWATCH Training. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR.

This training shall be completed within 30 calendar days of contract award and within 15 calendar days of new employees commencing performance with the results reported to the COR NLT 45 calendar days after contract award

1.4.5. Contractor Employees Who Require Access to Government Information Systems. All contractor employees with access to a government info system must be registered in the ATCTS (Army Training Certification Tracking System) at commencement of services, and must successfully complete the DOD Information Assurance Awareness prior to access to the IS and then annually thereafter.

1.4.5.1. Use of Government IS and access to Government networks is a revocable privilege, not a right. Users are the foundation of the DiD strategy and their actions affect the most vulnerable portion of the AEI. Users must have a favorable background investigation or hold a security clearance and access approvals commensurate with the level of information processed or available on the system. User’s will-

(1) Comply with the command's AUP for Government owned ISs and sign an AUP prior to or upon account activation.

(2) Complete initial and/or annual IA training as defined in the IA training BBP (https://informationassurance.us.army.mil).

(3) Mark and safeguard files, output products, and storage media per the classification level and disseminate them only to individuals authorized to receive them with a valid need to know.

(4) Protect ISs and IS peripherals located in their respective areas in accordance with physical security and data https://www.dmdc.osd.mil/tass/ http://www.dmdc.osd.mil/rsl/ https://informationassurance.us.army.mil/ protection requirements.

(5) Practice safe network and Internet operating principles and take no actions that threaten the integrity of the system or network.

1.4.6. OPSEC Training. Per AR 530-1, Operations Security, new contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty. All contractor employees must complete annual OPSEC awareness training. Compliance is confirmed through receipt of the DOD OPSEC Training Certificate provided at the conclusion of training. Training is conducted online at online through http://cdsetrain.dtic.mil/opsec/. Certificate shall be forwarded to COR within 15 days of completion of training.

1.4.7. Information assurance (IA)/information technology (IT) training. All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD, Army, NGB and VTARNG training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 and published DoD and VTARNG requirements within six months of employment. Compliance is confirmed through receipt of the DOD IA Training Certificate provided at the conclusion of training. Training is conducted online at https://ia.signal.army.mil/DoDIAA/default.asp. Certificate shall be forwarded to J6 IA Manager.

1.4.8 Threat Awareness Reporting Program. For all contractors with security clearances. Per AR 381-12 Threat Awareness and Reporting Program (TARP), contractor employees must receive annual TARP training by a CI agent or other trainer as specified in 2-4b. Coordination for TARP training is made through the state TARP Manager, G-2.

1.5 Reserved

1.6. Qualifications:

1.6.1 Call Center Coordinator: (GS11 equivalent) Highly desired Bachelor’s Degree or demonstrated practical experience in the area(s) of expertise required by the technical specifications, as well as demonstrated capability in program / project coordination applications with Three years experience. The contractor will be involved with complex programs involving multiple tasks. Other combinations of experience and education that meet the minimum qualifications may be substituted.

1.6.2. Call Center Specialist: (GS09 equivalent) Desired Bachelor’s degree or demonstrated practical experience in the area(s) of expertise required by the technical specifications, as well as a demonstrated capability in program / project coordination applications with two years experience.

1.6.3 Special Qualifications:

1.6.4 Demonstrated experience with military family benefits and familiarity with military family challenges is highly desired.

1.6.4.1 The contractor shall demonstrate knowledge of the following programs:

Family Readiness Program (AR/NGB 600-12) Suicide Prevention and Awareness Programs Resiliency programs Sexual Harassment Assault Response and Prevention Programs VA Enrollment Priority Groups Domestic Violence programs Equal Opportunity and Discrimination programs Emergency Services

1.6.4.2 Comprehensive knowledge of administrative policies, procedures, regulations, and directives, and other National Guard Bureau and VT Family related programs to provide recommendations, develop technical user manuals, and develop course instruction materials.

1.6.4.3 Skilled in oral and written communication to convey information, explain issues to management, individuals and/or groups to accept a position or recommendations and accomplish objectives with which they might initially disagree or are hesitant to accept.

1.6.4.4 Possess the knowledge and experience needed to use Microsoft Excel, Word and PowerPoint to accomplish administrative tasks.

1.7. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference http://cdsetrain.dtic.mil/opsec/ https://ia.signal.army.mil/DoDIAA/default.asp 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 challenges, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.8 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the task order and assists in task order 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 task order performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government 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 with regard to 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 order.

1.9 Contractor Travel: No travel anticipated for this requirement.

1.10 Non-personal Services: The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Contracting Officer immediately.

1.11 Contract Administration and Management. The following subsections specify requirements for contract, management, and personnel administration.

1.11.1 Contract Manager (CM)

The contactor shall provide a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the KO. The CM or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract.

1.11.2 Contract Management

The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor must maintain continuity between the support operations at place of performance as specified in the contract and the contractor's corporate offices. The contractor shall provide management of subcontracts so as to ensure transparency of services to the Government; this includes timely payment of sub-contractors and organic personnel, which is the singular responsibility of the contractor.

1.11.3 Contract Administration

The contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The contractor shall respond to Government requests for contractual actions within one (1) business day. The contractor shall designate and maintain a single point of contact between the Government and Contractor personnel assigned to support the contract. The contractor shall assign work effort and maintain proper and accurate time keeping records of personnel assigned to work on the requirement.

1.11.4 Subcontract Management

The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. In the event that a potential OCI is identified, the prime contractor is responsible for immediately preparing and submitting to the contracting officer for approval, and adequate mitigation plan. Contractors may add subcontractors to their team after notification to the Procuring Contracting Officer (PCO) or Contracting Officer Representative (COR).

1.12 Personnel Administration and Management

The contractor shall provide the following management and support as required. The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. The contractor shall make necessary travel arrangements for employees. The contractor shall provide necessary infrastructure to support contract tasks including both on-site and off-site support as specified at the order level. The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

1.12.1 Removal of Personnel: The Government reserves the right to require the contractor to remove contractor employees at any time for due to violation of law, regulation or imminent danger to government employees, facilities or interests. The contractor is responsible at all times for providing service at the required level and must develop a plan to ensure continuity of services in the event of unexpected departure or removal of contractor personnel.

1.12.2 The contractor has sole responsibility to supervise, remove, replace, discipline or approve leave for its employees.

In the event that an employee is removed or replaced, the contractor shall notify the Contracting Officer whenever changes are proposed. The Contractor shall also provide a minimum of a 7-day advance notice to the COR prior to removing an employee. This 7-day advance notice is not required in the case of emergency.

1.12.3 Employment and staffing difficulties shall not be justification for the contractor’s failure to meet established requirements. If such difficulties impair performance, the contractor may be subject to termination for cause.

1.12.4 Contractor Employee Qualifications. The contractor is responsible for providing a fully qualified work force. The contractor shall employ and utilize only experienced, responsible and capable persons in the performance of work under this contract. All employees must be citizens of the United States (or authorized aliens) and shall be able to furnish proof of citizenship if asked to do so by the Contracting Officer.

1.12.5 Exempt Professional Employees. Contractor employees supporting this task order requirement are identified as professional employees as defined in 29 CFR 541 and are not subject to the requirements of the Service Contract Act of 1965 (FAR Subpart 22.11 Professional Employee Compensation).

1.13 Combating Trafficking in Persons. The United States Government has adopted a zero tolerance policy regarding trafficking in persons. Contractors and contractor employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract; procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Government’s zero tolerance policy, the actions that will be taken against employees for violations of this policy.

Such actions may include, but are not limited to, removal from the contract, reduction in benefits, or termination of employment. The Contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17.

1.14 Monthly Hour / Expense Reporting. The Contractor shall itemize monthly costs, breaking down hours worked, travel expenses and reimbursable expenses (if applicable). Receipts and logs shall accompany request for reimbursable expenses. The contractor shall organize this information by CLIN and shall differentiate tasking costs individually and separately to facilitate cost monitoring. The report shall include costs incurred through the calendar month prior to the report. This report shall be submitted with the invoice.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor having a contract to provide specific supplies or service to the government.

The term used in this task order 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). A COR is 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; it may include non-physical things such as meeting minutes.

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.

2.1.7. PHYSICAL SECURITY. Actions taken 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 by the Government for surveillance of contractor performance.

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

2.1.11 QUALITY CONTROL PLAN (QCP). The contractor’s written document specifying necessary measures to be taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.12. 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. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.14. WORK WEEK. Is defined as Sunday through Saturday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

AFARS Army Federal Acquisition Regulation Supplement

AR Army Regulation

CBOC Community Based Outpatient Clinic

CFR Code of Federal Regulations

CONUS Continental United States (excludes Alaska and Hawaii)

COR Contracting Officer Representative

COTS Commercial Off the Shelf

DA Department of the Army

DD250 Department of Defense Form 250 (Receiving Report)

DD254 Department of Defense Contract Security Requirement List

DFARS Defense Federal Acquisition Regulation Supplement

DMDC Defense Manpower Data Center

DOD Department of Defense

FAR Federal Acquisition Regulation

HIPAA Health Insurance Portability and Accountability Act of 1996

KO Contracting Officer

NGB National Guard Bureau

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

OSFPD Office of the State Family Program Director

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 Plan

SFPD State Family Program Director

TE Technical Exhibit

VAMC Veterans Affairs Medical Center

VVO Vermont Veterans Outreach

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3.0 GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1 Services: None

3. 2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

3.3 Utilities & Conservation: The Government will provide all utilities in the facility for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities, such as turning off the water faucets or valves after using the required amount.

3.4 Equipment: The Government will provide scanners, copiers, fax machines, printers access to network resources and unclassified storage necessary for the performance of day to day services.

3.5 Materials: The Government will provide the contractor with access to all existing and relevant Standard Operating Procedures and Policies associated with the required services.

3.6 Government will provide artwork for team logos/branding.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4.0 CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this task order that are not listed under Section 3 of this PWS.

4.2 Facility Clearance: None

4.3 Call Center Shirts: Vendor provided shirts (polos and long-sleeved shirts) shall display the VT Veterans Outreach logo, with the employee name embroidered on the clothing. The Government shall provide the Outreach logo.

PART 5

SPECIFIC TASKS

5.0 Specific Tasks:

5.1 Basic Services. The following technical specifications are provided to demonstrate the task environment in which the service will be delivered. The following specifications are not directives on how the services are to be provided but an example of what will be required to successfully support the order objective. The contractor is encouraged to surpass the minimal technical specifications as well as demonstrate technical, operational, and administrative expertise to support the customer in exceeding organizational and departmental objectives.

5.1.1 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.

5.1.2 The contractor shall manage all aspects of the development and management of a Veterans Call Center program processes, materials, events, training and tracking and reporting. 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.

Technical Specifications:

5.2 The Veterans that reside in Vermont span conflicts including WWII, Korean War, Vietnam War, Afghanistan, Iraq as well as serving during peacetime. There are 46,7451 Veterans residing in in the state with only 40% of them enrolled in the VA; Vermont is designated as 64%2 rural with Chittenden County, population of 161,3823 and nearly 10,0004 veterans, is the only designated metro county5. 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.

5.2.1 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.

5.2.2 Contractor shall serve as the subject matter expert regarding the design, development, implementation and training directly related to the management of information and…