WRNMMC PWS_Language Translation Interpretation Services 06272025.docx

Department of Defense Defense Health Agency Performance Work Statement

Foreign & Sign Language Interpretation and Foreign Language Document Translation

Department of Patient Administration

Walter Reed National Military Medical Center (WRNMMC)

Solicitation Number:

Version:

Date:

PART 1

1.0 GENERAL INFORMATION

1.1 This is a non-personal services contract to provide Professional Verbal and Signed Language Translation, Interpretation Services, and Linguistic Document Transcription Services at WRNMMC. The Contractor shall provide Translation and Interpretation Services to patients and staff at Walter Reed National Military Medical Center (WRNMMC).

1.2 Description of services/introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Professional Verbal and Signed Language Translation, Interpretation Services, and Linguistic Document Transcription Services as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this PWS.

1.3 Background: WRNMMC Department of Patient Administration requires this services contract to support patients and customers with translation and/ or interpreting service. Services shall be performed at any location in WRNMMC, Bethesda, MD.

1.4 Objectives: Provide clear, concise, and transparent professional language translation, interpretation and language transcription services throughout WRNMMC.

1.5 Scope: Professional Verbal and Signed Language Translation, Interpretation Services, and Linguistic Document Transcription Services. Services include:

· Telephonic Interpretation

· On-site Language Interpretation

· On-site American Sign Language

· Document Transcription/Translation (Common Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Document Transcription/Translation (Exotic Languages-Words)

· Recognized Exotic Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

1.6 Period of Performance (PoP): October 1 2025 – September 30, 2026 plus 4 Option Years.

1.6.1 Transition: Transition-in/transition-out period

1.6.1.1 Transition-in period: The contractor shall comply with transition-in requirements of the DHA, as listed in paragraph 1.11.1, for contractors needing to be issued Common Access Card (CAC) identification, including Department of Defense (DoD) and DHA-directed training and forms submission, prior to network access.

1.6.1.2 Transition-out period: The transition-out plan shall facilitate the accomplishment of a seamless transition from the incumbent to an incoming contractor/Government personnel at the expiration of the contract.

1.6.1.2.1 The contractor shall comply with transition-out requirements of the DHA for contractors who have been issued a CAC or who generate “records”, as defined by DoD (records manual), including DoD-directed disposition of records, and others displayed on the In/Out (I/O) Processing Portal.

1.7 Administrative specifications

1.7.1 Place of performance: The work shall be performed at Walter Reed National Military Medical Center, Bethesda, Maryland and remotely based on need. For Telephonic Language Interpretation Services, the contractor shall perform services remotely via telephone communication with designated WRNMMC clients and/or representatives. Document Transcription/Translation services shall be performed at the Contractors facilities (off- site) or at WRNMMC. The nominated Contracting Officer Representative (COR) will give explicit instructions as to where and when the services will be required. Services will be performed throughout various locations throughout the medical facility on a case per case basis such as but not limited to: Medical departments/clinics, offices, training rooms, auditoriums and conference rooms.

1.7.2 Recognized Federal holidays: The contractor is not required to perform services on the following holidays.

Independence Day

1.7.3 Hours of operation: The contractor is responsible for conducting business Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. 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.

1.7.4 Emergency Services: On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours.

1.8 Contractor travel: Reserved.

1.9 Other Direct Costs (ODC): Reserved.

1.10 Quality

1.10.1 Quality Control (QC): The contractor shall develop and maintain an effective QC program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure nonrecurrence of defective services. The contractor’s QC program is the means by which the work complies with stated requirements. Within thirty calendar days after contract award, three copies of a comprehensive written QCP shall be submitted to the COR and within 5 working days when changes are made thereafter. After acceptance of the Quality Control Plan (QCP) the contractor shall receive the CO’s acceptance in writing of any proposed change to his QC system. See Part 7, Technical Exhibit 1 - CDRL A001.

1.10.2 Quality assurance (QA): The government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan provides a systematic method for the Government to evaluate performance and 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).

1.11 Contractor personnel

1.11.1 CAC requirements: For all contractors who will work in Government facilities, the Facilities Security Officer (FSO)/Company's Security point of contact (POC) will provide the Government all the required information per the DHA CAC request process current version 2.1, January 2018, or more recent when updated. See process attached at Part 7 Section 7.1.1 of the PWS. A CAC is the standard identification for eligible DoD contractor personnel. N/A

1.11.1.1 The contractor shall return all CACs to the COR upon the departure of the contractor(s). N/A

1.11.2 Contractor onboarding and training. The contractor shall complete all requirements, training, and forms as prescribed in the following requirements:

1.11.2.1 The DHA’s “Onboarding Checklist for Contractor Employees” is located at the DHA Onboarding and Offboarding Portal at https://info.health.mil/cos/admin/hr/IO/SitePages/Home.aspx

1.11.2.2 The DHA’s contractor training instructions embedded at Part 7 Section 7.1.2. (Government (DHA) requirements development staff must cut/paste onboarding checklist at https://info.health.mil/sites/DOP/OnboardingCtr/Contractor_OnBoarding_Checklist.pdf and embed most up-to-date form in Part 7, Section 7.1.2.)

1.11.2.3 The contractor shall comply with onboarding requirements of the DHA for contractors needing to be issued CAC identification, including DoD- and DHA-directed training and forms submission, prior to network access, as displayed in the In/Out-Processing Portal at: https://info.health.mil/cos/admin/hr/IO/SitePages/home.aspx (note: Public Key Infrastructure (PKI)-restricted, printed versions available).

1.11.2.4 The DHA’s new employee handbook at Part 7 Section 7.1.4.

1.11.3 Physical Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.11.4 Key control: Reserved.

1.11.5 Lock combinations: Reserved.

1.12 Key personnel (Contractor): Reserved.

1.13 Data rights: Reserved.

1.14 Reporting

1.14.1 Contractor Manpower Reporting (CMR): RESERVED.

1.14.2 Non-Disclosure Agreement (NDA): All contractor personnel who will obtain access to proprietary, classified, or confidential information or any information release of which is protected or governed by law or regulation associated with DHA acquisitions shall be required to complete and sign a DHA contractor NDA (DHA Form 49) prior to beginning work on the subject contract. The contractor shall execute an NDA on behalf of the company and shall ensure that all staff assigned to, including all subcontractors and consultants, or other personnel performing on contract/Task order execute an NDA protecting the procurement sensitive information of the Government and the proprietary information of other contractors. The NDA shall be executed not later than first day of employment and to be renewed upon exercising a contract option period. Assignment of staff who has not executed this statement or failure to adhere to this statement shall constitute default on the part of the contractor. The contractor shall maintain originally signed NDAs of individual employees and provide copy to the COR.

1.14.3 Government’s COR: 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 CO 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 contract.

1.14.4 Post award conference/periodic progress meetings: The contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the CO 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.

1.15 Contractor Identification

1.15.1 Contractor personnel performing services in a contractor capacity in a Government facility are required to possess and wear an identification badge that displays his or her name and the name of their company. All contractor personnel shall identify themselves as contractor support personnel in all forms of communication with all entities with whom DHA/Deputy Assistant Director for Acquisition (DAD-A)/Head of the Contracting Activity (HCA) has business dealings. The contractor shall: Answer all telephone calls and have a personalized voice message with an introductory statement that includes the fact that the person is contractor support personnel. Ensure all those with whom the person interacts in any face-to-face dealings while supporting the DAD-A understands that the person is contractor support personnel. Include a title block in all emails that states the fact that the person is contractor support personnel. Ensure all those with whom the person interacts in any face-to-face dealings while supporting DHA/DAD-A/HCA understands that the person is contractor support personnel.

1.15.2 Contractor personnel will be required to attend meetings or otherwise communicate with Government and/or other contract representatives to meet the requirements of this order. Contractor personnel shall make their contractor status known during introductions.

1.15.3 Contractor personnel, while performing in a contractor capacity, are prohibited from using their retired or reserve component military rank or title in any written or verbal communications associated with the contracts in which they provide services.

1.16 Contractor Access to Health Affairs (HA)/DHA Network(s)

1.16.1 FSO/Company's Security POC shall notify the DHA Personnel Security Office after being awarded a contract that requires access to a DoD system (If applicable, if not delete 1.16.1 and 1.16.2 and replace to 1.16 Reserved). Contractor personnel requiring access to the HA/DHA networks for performance of their tasks require a background investigation and the security awareness training. The contractor shall be prepared for this process as it could take two (2) or more weeks. The FSO/Security POC shall submit a Standard Form (SF) 85/86 to DHA's Personnel Security Office for a background investigation.

1.16.2 Company's FSO/Security POC must notify the Personnel Security Office when the contractor has submitted the SF-85/86. The FSO/Security POC, or the COR must notify the DHA Personnel Security Office in writing of a contractor's termination from the contract, including the termination date.

1.17 Personnel Security

1.17.1 The contractor shall comply with DoD 8570.01-M, “Information Assurance Workforce Improvement Program, CH4” November 10, 2015 as amended; 8500.01, “Cybersecurity”, dated March 14, 2014; DoD Manual (DoDM) 6025.18, “Implementation of the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule Compliance in DoD Health Care Programs” dated March 3, 2019, Department of Defense Instruction (DoDI) 6025.18 “HIPAA Privacy Rule Compliance in DoD Health Care Programs”, dated March 13, 2019; and DoDM 5200.02 “Procedures for the DoD Personnel Security Program (PSP),” incorporation change 3, effective September 24, 2020. Contractor responsibilities for ensuring personnel security include, but are not limited to, meeting the following requirements:

1.17.1.1 Follow the DHA Personnel Security Office guidelines for submittal of security clearances. Contact the DHA Personnel Security Office for guidance on the appropriate background investigation required for personnel on the contract. The DHA Personnel Security Office can be reached at (703) 275-6038.

1.17.1.2 Initiate, maintain, and document personnel security investigations appropriate to the individual’s responsibilities and required access to Controlled Unclassified Information (CUI).

1.17.1.3 DHA Personnel Security Office does not deny any access to any automated information system (AIS), network, or Controlled Unclassified Information (CUI). If a contractor receives an unfavorable background investigation, the request for access will be sent back to the FSO for further action. Any unfavorable adjudication will result in DHA Personnel Security Office not signing off on any access request.

PART 2

2.0 DEFINITIONS, ACRONYMS, AND APPLICABLE PUBLICATIONS/INSTRUCTIONS

2.1 Definitions:

2.1.1 Category D: Information Technology (IT) and Telecommunications Services (called D-Services)

2.1.2 Category R: Support (Professional/Administrative/Management) Services (called R-Services)

2.1.3 Contracting Officer (CO): A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

2.1.4 Contracting Officer’s Representative (COR): An individual, including a contracting officer’s technical representative (COTR), designated and authorized in writing by the CO to perform specific technical or administrative functions. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 Nonpersonal services contract: a contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

2.1.6 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance. The Government may either prepare the QASP or require the offerors to submit a proposed quality assurance surveillance plan for the Government’s consideration in development of the Government’s plan.

2.2 Acronyms:

2.3 Applicable Publications, DHA Administrative Instructions (AI), etc. Reserved.

PART 3

3.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

The Requiring Activity Authority has assessed the need for Government Furnished Property, Equipment, and Services and determined:

3.1 Services: The Government:

☐ Will NOT provide Government Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Government Furnished Services required in support of this contract/task orders. These Services are described below:

The Government may or may not provide personnel to escort/guide the Contractor to perform services in accordance with this PWS.

3.2 Facilities: The Government:

☐ Will NOT provide Facilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Facilities in support of this contract/task orders. The Government provided Facilities are described below:

The Government will provide the necessary workspace for the Contractor to provide the services outlined in the PWS.

3.3 Utilities: The Government:

☐ Will NOT provide Utilities in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Utilities in support of this contract/task orders. The Government provided Utilities are described below:

All utilities in the facility will be available for the contractor’s use in performance of tasks outlined in the PWS. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall instruct employees in utilities conservation practices.

3.4 Equipment: The Government:

☐ Will NOT provide Equipment in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Equipment in support of this contract/task orders. The Government provided Equipment is described below:

The Government will provide all the necessary equipment to perform the services outlined in the PWS.

3.5 Materials: The Government:

☐ Will NOT provide Materials in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ IS providing Materials in support of this contract/task orders. The Government-provided Materials are described below:

The Government will provide all the necessary materials to perform the services outlined in the PWS.

PART 4

4.0 CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 Services: The Contractor:

☐ Will NOT provide Contractor Furnished Services in support of this contract/task order. As a result, this paragraph is Not Applicable.

☒ WILL provide Contractor Furnished Services required in support of this contract/task orders. These Services are described below: Reserved.

4.2 General: The contractor shall furnish all supplies, equipment, facilities and services required to perform work listed under Section 5 of this PWS.

4.3 Secret Facility Clearance: Reserved.

4.4 Materials: Reserved.

4.5 Equipment: Reserved.

4.6 Facilities: Reserved.

PART 5

5.0 SPECIFIC TASKS

5.1 BASIC SERVICE DESCRIPTION: The Contractor shall provide professional level language and text translation services in support of the Patient Administration Department at Walter Reed National Military Medical Center. The Contractor personnel shall possess the necessary credentials, experience, and expertise to fluently and efficiently provide transparent linguistic and literature/document translations. The Contractor Translators shall possess the ability to fully interpret the speaker’s or signer’s meaning and subsequently translate the message to the necessary Health Care Worker (HCW) with little to no loss of original context. The Contractor Translators shall translate/transcribe word-text documentation taking account the necessary attributes of language to subsequently produce translated text that conveys the same meaning as the source text in a transparent and idiomatic manner. Verbal translation services are to be scheduled and rendered on-site in-person. Verbal translation services shall also be rendered telephonically/remotely. American Sign Language Translation services shall be scheduled and rendered on-site in person. Document translation service will be scheduled and rendered off-site or on-site at the Governments discretion. The Contractor shall provide the necessary personnel, equipment and materials to perform the work described in this PWS.

5.2 REQUIRED SERVICES: The services required include but may not be limited to the following:

· Telephonic Interpretation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Telephonic Interpretation: (Uncommon Foreign Languages-Words)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

· On-site Language Interpretation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· On-site American Sign Language:

· English and American Sign Language (ASL)

· Pidgin Signed English (PSE)

· Document Transcription/Translation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Document Transcription/Translation (Uncommon Foreign Languages-Words)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

5.3 CONTRACTOR QUALIFICATIONS: All Contractor’s shall meet or exceed the qualifications and standards for their specialty/title and perform essentially the same functions within the scope of acceptability for their linguistic profession and discipline.

Position Qualification Statement:

All contract employees provided by the contractor shall meet the qualifications for that specialty and perform essentially the same functions, within the scope of acceptable for their technical professional discipline and standard, as those required by DOD or government service technical professionals of similar experience and in similar duty assignments.

The Government has the right to test the contract employee the first day of the contract and any time during contract performance to determine whether the contract employee can perform all contract-required skills. If the contract employee cannot perform all those skills, the Government activity may request that the contract employee be replaced with a contract employee that can perform all the contract-required skills.

The Contractor employees shall possess the listed qualifications, certifications and experience or equivalent qualifiers but is not limited to the following:

Certification/Credentials: All interpreters shall have a certification obtained from a recognized certifying organization:

· Certification for interpreter providers must be obtained from organizations such as the Registry of Interpreters for the Deaf (RID, NIC, NIC Advanced, NIC Master, CI, CT, CI/CT or CSC), the National Association of the Deaf (NAD), or a recognized State agency.

· Interpreters shall have, at a minimum, a proficiency level of III unless the nature of the assignment requires a higher level. All interpreters shall conduct themselves according to the NAD and/or RID Code of Ethics.

· Credentialed/Certified Translators able to provide the following Common Languages but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian

· Credentialed/Certified Translators able to provide the following Uncommon Languages but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

Experience/Skillset:

· Sign Language interpreters shall have strong and documented knowledge and understanding of American Sign Language (ASL).

· Contract Interpreter/Translators shall possess the ability convert and convey orally spoken English into signed English and American Sign Language (ASL)

· Contract Interpreter/Translators shall be knowledgeable in Pidgin Signed English (PSE)

· Contract Interpreter/Translators shall possess the ability convert and convey orally with sign, PSE, and/or ASL (in reverse) back to oral English

· Must possess strong knowledge of required language to create most precise interpretation or translation.

· Must possess ability to work independently.

· Must possess strong verbal skills so that message is conveyed with clarity.

· Must possess clear and audible spoken voice.

· Must display motivation and assertiveness.

· Must meet qualifications as Interpreter for the Deaf.

· Must possess the ability to work independently

· Must possess Strong written and verbal skills.

Other Qualifications:

· Must meet competency standards as language Interpreter/Translator for medical facility.

· Must comply with the code of professional conduct for Interpreter/Translator.

· Must possess assortment of readily available interpreters knowledgeable in various common and uncommon foreign languages and dialects to provide a 24/7 telephonic service that can provide immediate unscheduled access to highly trained interpreters, connecting caller almost immediate to interpreters.

· Must possess assortment of readily available interpreters knowledgeable in various foreign languages and dialects that can be assigned to provide onsite interpretation and off-site translation services on 2 business days’ notice or less.

· Must possess assortment of readily available interpreters knowledgeable in American Sign Language (ASL) that can be assigned to provide onsite translation services on 2 business days’ notice or less

· Domestic and foreign language interpreters onsite or over the phone, shall have a documented mastery of their designated language.

5.4 SPECIFIC DUTIES/TASKS THE CONTRACT EMPLOYEES SHALL PERFORM: The contracted Interpreters, Translators and Transcriptionist will provide the following services and in strict compliance with standing orders and protocols set forth by the Medical Treatment Facility (MTF) guidelines to include, but will not necessarily be limited to the following:

The Contractor shall provide translation and interpreter services for requests received on 2 business days’ notice in advance. In some cases, sign language services will be requested for immediate service in which the Contractor shall respond within two business hours. Business hours are defined as Monday through Friday (08:00AM – 04:30PM), except Federal Holidays. Upon receipt of request, the Contractor shall provide to the COR or designee in writing (email is acceptable) receipt confirmation within one (1) business day of receipt of request. The name of the assigned interpreter(s) shall be provided to the COR or designee in writing (email is acceptable) no later than one (1) business day prior to start of assignment.

If, however, the Government should require interpreter services with less than 2 business days’ notice, the Contractor shall attempt to provide an interpreter if possible. The Government understands that the Contractor may not always be able to comply with short notice request. Inability to fill a short notice request will not be held adversely towards contractor performance. Contractor’s acceptance must be given within two (2) business hours of the time the request was placed during WRNMMC business days. If the Contractor fails to accept within the time specified, the Government will consider the assignment refused. If the Contractor accepts the request, the agency shall be billed at the hourly rate established. The Contractor shall provide the COR or designee the name(s) of the interpreter(s) as soon as possible but no later than two (2) business hours prior to the assignment.

In general, two (2) interpreters shall be required for assignments lasting more than two (2) hours; requiring detailed or technical interpreting or captioning; or involving general audiences that last more than one (1.5) hours.

The Contractor shall perform and abide by but is not limited to the following:

· Shall provide professional level Telephonic Interpretation:

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

· Shall provide professional level Language Interpretation (On-site/In-Person):

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

· Shall provide professional level American Sign Language (On-site/In-Person):

· English and American Sign Language (ASL)

· Pidgin Signed English (PSE)

· Shall provide professional level Document-Text Transcription/Translation: (Common Foreign Languages-Words)

· Recognized Common Languages such as but not limited to the following: Spanish, Arabic, Hindi, Mandarin, Cantonese, Japanese, Dari, French, German, and Italian.

· Shall provide professional level Document-Text Transcription/Translation (Uncommon Foreign Languages-Words)

· Uncommon Languages such but not limited to the following: Pashto, Amharic, Tagalog, Swahili, and Vietnamese.

· Shall respond to received faxes, emails and/or phone requests for services from WRNMMC wards, clinics and/or providers.

· For telephone translations, the Contractor shall perform the following:

· Contractor personnel shall track all caller access information to include:

· Date and time of request

· Requestor’s name/ rank/ department/ division

· Detailed description of services provided

· Language interpreted

· Total length of call

· Total cost.

· Provide a detailed monthly summary report on usage utilizing aforementioned collected data. Record will show trail of accountability required.

· Provide a separate unique access PIN for each WRNMMC Outpatient Clinic.

· Provide a separate unique access PIN for each WRNMMC Inpatient Ward.

· For onsite interpreting and translations, the Contractor shall perform the following:

· Contractor personnel shall report/track service information to include:

· Requestor’s name

· Requestor’s phone number

· Type and length of services provided.

· Interpreters/Translators shall arrive for assignments on time.

· While on duty, the interpreter shall not advise, recommend or suggest to individuals authorized to receive services at Government expense that such individuals should receive services from the interpreter when he or she is not on duty, or from a partner or group associated in practice with the interpreter, except with the express written consent of the WRNMMC. The interpreter shall not bill individuals entitled to those services rendered pursuant to this contract.

· The interpreter(s) shall not discuss personal business; distribute personal business cards or promotion of personal “cause” while on assignment in order to develop clientele from assignments originating from the Federal Government or WRNMMC.

· Interpreter(s) shall not act as an agent or employee of the Federal Government or WRNMMC.

· The interpreter(s) shall adhere to the Federal Government’s rules of protocol, ethics, procedures and professionalism while on assignment at WRNMMC.

· Interpreter(s) shall be dressed in business attire.

· Interpreters shall be neat, clean, well groomed, and in appropriate clothing when in patient care or public areas. All clothing shall be free of visible dirt and stains and shall fit correctly. Fingernails shall be clean and free from dirt and hair shall be neatly trimmed and combed.

· The interpreter shall obey station regulations, shall perform in a manner to preclude the waste of utilities, and shall not use Government telephones, fax machines, copiers or computers/email for personal business. Eating by the interpreter is prohibited in patient care areas and is restricted to designated areas. Smoking is prohibited in all clinic facilities.

· Contractor and its interpreter(s) shall keep all assignments. Canceled assignments are not tolerated except for true emergencies. If the scheduled interpreter(s) cancels an assignment, the Contractor shall provide a substitute interpreter(s) and notify the COR or designee within 24-hours. If the Contractor is not able to provide an interpreter(s), the contractor shall notify the COR or designee. If the Contractor interpreter does not meet qualifications or fails to appear at the event location within twenty (20) minutes of the scheduled assignment start time, the assignment shall be cancelled. The Government shall not incur any charges associated with such cancellations. Interpreters must arrive in time to be at the designated assignment at the determined start time. The Interpreter must allow sufficient lead time prior to the assignment start time to enter the secured grounds, park, be assigned an access badge and be escorted to the assignment location within the facility (approximately 10-15 minutes).

The Government may cancel the services no less than 2 business days before the scheduled appointment without penalty or charges assessed. If the Contractor is notified of a cancellation less than 2 business days prior to the scheduled assignment but, before interpreter(s) arrival on site, the Contractor may invoice for two (2) hours maximum. If upon arrival to the assignment and service is no longer required or the assignment ends early, the interpreter(s) shall notify the COR or designee. If the interpreter(s) cannot reach the COR or designee and the original scheduled time expires or the 2-hour minimum passed (whichever occurs first), the interpreter may leave, and the Contractor may invoice for a two (2) hour minimum. The 2-hour minimum does not apply if the assignment was scheduled for less than 2 hours or if the interpreter leaves prior to notifying the COR (or designee) or before the times stated above.

Assignments lasting more than two (2) hours shall be invoiced in half (1/2) hour increments for the actual duration of the assignment, not the estimated duration requested by the COR or designee when coordinating and scheduling the request.

The assignment is considered complete when the later of the following occurs:

· Conclusion of event equals or exceeds the estimated duration specified when scheduling the request.

· The COR or designee releases the interpreter(s).

For any assignment over 6 hours in duration and lunch breaks are offered during the assignment(s) for Deaf and/or Hearing-impaired employee(s), the same time for lunch breaks apply to the interpreter(s) and shall be included within the assignment(s) as paid time. Otherwise time taken for meals shall not be billed. Other breaks are billable.

The Government reserves the right to videotape/film/digitally record the signing and use as deemed necessary. A sample list of onsite interpreting events is listed below and subject to change dependent upon WRNMMC requirements:

· Staff meetings

· Commemorative programs

· Award ceremonies

· Safety talks

· On the job training (OJT)

· Committee meetings

· Discussions on work procedures, policies, or assignments for formal and informal settings.

· Special event programs

· Mid-year performance discussions, annual performance appraisals, disciplinary discussions

· Basic staff training, classroom training, formal training

· Interviews

· All hands meetings, and other ad hoc assignments similar in nature on an as-need basis

Any professional conduct in question warrants an immediate review at the discretion of the COR and the Contracting Officer. The COR or designee will contact the Contractor POC primarily via e-mail, and secondarily via telephone or facsimile, with requests for, changes to or cancellations of interpretation services

5.5 INVOICES

Contractor shall provide monthly invoices by email to the COR for review and concurrence before submitting the invoice for reimbursement through Wide Area Workflow (WAWF), see WAWF instructions on this contract for more details. The invoice shall detail the dates and times the services were performed, and total value. Once the invoice is approved it will be approved for submission via TBD. The COR has 7 days to review and accept invoices.

5.6 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

Contractor Responsibilities:

· The Contractor shall prescreen all personnel requiring access to the facility to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.

· The Contractor shall bear the expense of obtaining local background investigations.

· The Contractor shall be responsible for the actions of all personnel provided to work for MD under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident.

· Failure to comply with the Contractor personnel security investigative requirements may result in termination of the contract for default.

5.7 CONTRACTOR DELIVERABLES:

· Contractor will comply with the Health Insurance Portability and Accountability Act (HIPAA) as well as other privacy and security policies of the treatment facility.

· Interpreters/Translators shall comply with the Code of Professional Conduct.

· Interpreters/Translators shall adhere to standards of confidential communication.

· Interpreters/Translators shall possess the professional skills and knowledge required for the specific interpreting situation.

· Interpreters/Translators shall conduct themselves in a manner appropriate to the specific interpreting situation.

· Interpreters/Translators shall demonstrate respect for customers.

· Interpreters/Translators shall maintain ethical business practices.

· Interpreters/Translators demonstrate respect for colleagues, interns, and students of the profession.

PART 6

6.0 INFORMATION TECHNOLOGY & SECURITY

6.1 All work under this contract is unclassified.

6.2 The TIER 1 or TIER 2 levels and position sensitivity designation for positions under this contract is: (Requirement must be checked in order to be a requirement for this PWS.)

6.2.1 TIER II: Non-critical sensitive position.

6.3 Personally Identifiable Information (PII)/Protected Health Information (PHI), Procurement, and Federal information requirements: Reserved.

6.4 Training

6.4.1 Contractor employees performing cybersecurity/cyberspace functions shall comply with the following requirements: Not Applicable

6.5 Cybersecurity Requirements for Non-DoD IT or Covered Contractor IS: Reserved.

6.6 Risk Management Framework (RMF) for DoD IT: Reserved.

6.7. Facility Related Control Systems: Reserved.

6.8. System Communications - RESERVED

6.9 MHS Demilitarized Zone (DMZ) Medical Community of Interest (MedCOI) Business-to-Business (B2B) Gateway: Reserved.

6.10 Contractor Provided IT Infrastructure: Reserved.

6.11 System Authorization Access Request (SAAR), Defense Department (DD) Form 2875: Reserved.

6.12 MHS Systems Telecommunications: Reserved.

6.13 Establishment of Telecommunications: Reserved.

6.13.1 Telecommunications shall be established with the MHS through coordination with DHA.

6.14 Contractors Located On Military Installations: Reserved.

PART 7

7.0 ATTACHMENTS/TECHNICAL EXHIBIT LISTING

7.1 The following forms are to be completed by the FSO/Security POC, or COR once the contractor is granted the proper background investigation.

7.1.1 Contractor CAC Request Process.

7.1.2 DHA’s contractor training instructions.

7.1.3 DHA’s new employee handbook.

PART 7, ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective (The Service required—usually a shall statement from Part 5)

PRS # 1.

The contractor shall provide designate a point of contact prior to start date of the contract

Written notification to KO

PRS # 2

The contractor shall comply with Health and Immunization Requirements

documentation

PRS # 3

The contractor shall comply with Security Requirements

program review. Any noncompliance must be brought to the immediate attention of the KO

PRS # 4

The contractor shall only provide personnel that meet the Contract’s Qualifications.

documentation

PRS # 5

The contractor shall Maintain/accomplish the Contract’s duties and responsibilities.

documentation

PRS # 6

The contractor shall complete all contract deliverables on time

PRS # 7

The contractor shall maintain a 75% fill rate

PRS # 8

The contractor shall fill vacant positions within 30 days of vacancy

PRS # 9

The contractor shall comply with a 25 % turnover rate during the performance period

PRS # 10

The contractor shall strive to achieve customer satisfaction

7.2 Other Attachments

Attachment 2, Deliverable Schedule Table (Paragraph 6.5.2.1.1)

Attachment 3, Cybersecurity Regulations and Guidance (Paragraph 6.7.2.3)

Attachment 4, FRCS Responsibility Matrix (Paragraph 6.7.5.3)

Attachment 5, Risk Assessment Timeframes (Paragraph 6.7.7)

PART 7, ATTACHMENT 6

ESTIMATED WORKLOAD DATA

PART 7, TECHNICAL EXHIBIT 1

DELIVERABLES SCHEDULE

CDRL A001 – Quality Control Plan

Transition-out: 6 months prior to close of contract or unexercised option.

1.6.1.1 and 1.6.1.2.

DHA PWS Template V13 November 16, 2021 image1.png image2.emf

DODIN Decision Tree_160929.pptx System and/or

Information

Security

Requirements

Identified and

Implemented

IAW DoD

Issuances and

Standards.

System and

Information Security

Requirements IAW

Formal Agreement

(e.g., contract, MOA) based on applicable Federal, DoD, and MP Issuances/

Standards

DoD-owned and

DoD-Controlled

Systems*

DoD-Controlled

Systems Operated by a Contractor or

Another Entity** on

Behalf of DoD

DoDIN

(Networked or

Stand-Alone)

* Information systems (networks & major applications), platform IT systems, control systems, and other types of IT-based systems

** Non-DoD information system providing a capability

(e.g., email, content hosting, database, document processing) to 1 or more DoD entities. DoD does not have IT configuration control.

System and/or

Information

Security Requirements IAW Formal

Agreement (e.g., contract and

MOA) based

On applicable

DoD

Issuances/

Standards

IT Services

(Cloud

Computing) provided by

DoD Organization

To Another DoD

Organization

IT Services provided by DoD-owned &

DoD-Controlled Systems

IAW SLA or MOA

Jointly Developed System with

Mission Partner (MP) requires Formal Agreement

(Memorandum of Agreement (MOA), Memorandum of Understanding (MOU)

IT Services

(Cloud Computing) by Contractor or other Entity non-DoD

Systems**

DoD

Information

On Non-DoD

Systems

DoD & MP

Partnered

Systems

DoDIN systems

Non-DoDIN

Systems with

DoD Information

Note: Existing authorities and policies of the Director of National Intelligence (DNI) regarding the protection of SCI as directed by Executive Order 12333 (Reference (n)) and other laws and regulations may modify security…