Kansas City Veterans Affairs Medical Center VAMC HAMR Service Line Management Training

Seeking interested vendor for the following requirement:

Send capability statement to Arnold.payne@va.gov

On or before 17 Jun 2014



STATEMENT of WORK:



Soft Skills Training for Schedulers and Front-line Staff

Kansas City VA Medical Center FY 2014



Overview: The Kansas City VA Medical Center (KCVAMC) is committed to providing excellent service to its patients. Currently, KCVAMC is not meeting the Patient Satisfaction Measures for the Office Staff questions on the SHEP Survey. To help meet these measures, the Health Administration Management and Revenue (HAMR) Service Line would like to purchase Soft Skills Training for Schedulers and Front-line Staff.



Scope: The scope of this contract will include two 2-day sessions, which will total four (4) training sessions. Each session will approximately have 30 - 45 participants each. KCVAMC would like the first 2-day session scheduled in June, and the second 2-day session scheduled in August.



The training should have actual role play and scenarios from Department of Veterans Affairs (VA) facilities throughout the nation.



The contractor does not need access to VA the network. The C&A requirements do not apply and that a Security Accreditation Package is not required.



Details/Specifications:

KCVAMC has requested that the training depict scenarios that will be drawn specifically from negative reports of contact that were reported as recurring at the Medical Center. The reports of contact will be provided to the Contractor in advance. The training should have role play that will be specific to the healthcare environment, provides action oriented hands on vignettes, examines practical techniques for managing communication/confrontations, and is beneficial for all employee levels, groups, and service lines. During a season of veterans returning home from war, all of our employees will be able to better identify with our customers' needs and realize how their behavior can affect their performance, as well as the communication with our veterans and with each other.



Suggested Time Frame & Format:



Training should begin at 8:00 am and end at 4:00 pm with time set aside for two 15-minute breaks and one 30-minute lunch.



Location and POC: The contractor shall provide the training at the KCVAMC, 4801 E Linwood Blvd, Kansas City, MO 64128. POC: Genevieve Joson, Deputy Chief, HAMR at 816-922-2429.