AMENDMENT 0001 | KC-VAMC Screening and Escort Services (SES)

THIS IS A REQUEST FOR INFORMATION (RFI)/SOURCES SOUGHT

DISCLAIMER

This RFI/Sources Sought is issued solely for information and planning purposes and does not constitute a solicitation. All information received in response to this RFI/Sources Sought that is marked as proprietary will be handled accordingly. Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this RFI/Sources Sought.

The submission of pricing, capabilities for planning purposes, and other market information is highly encouraged and allowed under this RFI/Sources Sought in accordance with (IAW) FAR Part 15.201(e).

SOURCES SOUGHT DESCRIPTION

This is NOT a solicitation announcement. This is an RFI/Sources Sought. The purpose of this RFI/Sources Sought is to gain knowledge of potential qualified sources and their size classification relative to NAICS 621399 (unless another NAICS would be more appropriate, and that shared information is welcome). Responses to this RFI/Sources Sought will be used by the Government to make appropriate acquisition decisions. After review of the responses to this RFI/Sources Sought, a solicitation announcement may be published. Responses to this RFI/Sources Sought synopsis are NOT considered adequate responses for a solicitation announcement.

The information identified below is intended to be descriptive, not restrictive, and to indicate the quality of the supplies/services that will be satisfactory. It is the responsibility of the interested source to demonstrate to the Government that the interested parties can provide the Services that fulfill the required specifications.

If you are interested and are capable of providing the RFI/Sources Sought for services, please provide the requested information pursuant to the following questions:

Response to this RFI/Sources Sought should include company name, address, and point of contact to include E-mail address and phone number. Include also, your SAM Unique Entity ID, DUNS number, and Cage Code.

Please indicate the size status and representations of your business, such as but not limited to: Service-Disabled Veteran Owned Small Business (SDVOSB), Veteran Owned Small Business (VOSB), Hubzone, Woman Owned Small Business (WOSB), Large Business, etc.,

Is your company considered small under the NAICS code 621399 identified under this RFI/Sources Sought,

Does your company have a Federal Supply Schedule (FSS) contract with GSA, VA NAC, NASA SEWP, or any other Federal contract, that can be utilized to procure the requirement listed above? If so, please provide the contract number. Please provide general pricing of your solution for these services, for market research purposes only; e.g. Catalog list prices, FSS prices, or any other publicized price lists are applicable/acceptable,

Please submit your capabilities that show clear, compelling, and convincing evidence that you can meet the requirement described in the attached State of Work (SOW).

Responses to this notice shall be submitted on or before March 15, 2022 by 11:00 a.m. Central Time Zone. Responses to this notice shall be submitted via E-mail to Teresa Cabanting, Contract Specialist, at teresa.cabanting@va.gov and copy furnish to Jennifer Sotomayor, Contracting Officer, at jennifer.sotomayor@va.gov. Telephone responses shall NOT be accepted. All questions for this RFI/Sources Sought are to be sent via E-mail to Teresa Cabanting and copy furnished to Jennifer Sotomayor. Telephone questions will NOT be accepted.

If a solicitation is issued it shall be announced at a later date, and all interested parties must respond to that solicitation announcement separately from the responses to this RFI/Sources Sought.

Responses to this RFI/Sources Sought notice are not a request to be added to a prospective offerors list or to receive a copy of the solicitation.

Statement of Work

Screening & Escort Service (SES)

OBJECTIVE

The Department of Veterans Affairs (VA), Kansas City VA Medical Center (KCVA) is seeking a Screening and Escort Service (SES) Contract. The purpose of this service contract is to provide support for the Patient Aligned Care Team (PACT) design standards and requirements per Assistant Deputy Under Secretary for Health for Administrative Operations (10NA). PACT Space Module Design Guide (va.gov)

The overall objective of this service is to expedite the escort of patients and visitors throughout the KCVA campus while also providing COVID-19 screening procedures and excellent customer service. The SES will lead to enhanced patient care experience and ensure patient, visitor, and employee safety while safeguarding the Veterans Experience Office (VEO) Mission: To enable VA to be the leading customer service organization in the Government so that Veterans, their families, caregivers and survivors Choose VA . The SES will provide services to enhance our ability to establish a PACT Space Module design by increasing our caregivers face-to face time with Veterans and reducing time away from worksite while adding value to our Veterans through a patient centered safety screening, car to care and inpatient Escort service.

Identified needs in patient services are:

Patient vehicle transfer and escort assistance as appropriate (physically help a patient in and out of their car).

Patient transfer and escort assistance within and around the facility to include inpatient/outpatient services.

Escort assistance of lab supplies/specimen, pharmacy supplies/medications, logistics supplies, and prosthetic devices (e.g., canes, wheelchairs, etc.).

All arrived patients, guests, and contractors screened in accordance with COVID-19 screening procedures.

All arrived patients, guests, and contractors greeted and connected to the appropriate staff to request VA services and care.

The Contractor s staff will primarily welcome, provide wayfinding, vehicle transfer and escort assistance to the patient/visitor desired clinic/location for appointments/meetings, inpatient escort, and provide COVID-19 screening, creating an efficient, caring, empathetic, and safe atmosphere. See RESPONSIBILITIES AND DUTIES.

VA Core Values describe how VA and VA contracted staff will accomplish its mission and inform every interaction with our customers and will be adhered by all contracting staff as an extension of VA. These Core Values are: Integrity, Commitment, Advocacy, Respect, and Excellence better known as I CARE.  I CARE Core Values and Characteristics are codified in our VA regulations at 38 C.F.R. Part 0 and define the standards of ethical conduct and related responsibilities of all VA employees. These Core Values, Characteristics, and Customer Experience Principles define VA employees, articulate what VA stands for, and underscore its moral obligation to veterans, their families, and other beneficiaries. They are intended to establish one overarching set of guidelines that apply to all VA Administrations and staff offices, confirming the values already instilled in many VA employees and enforcing their commitment to provide the best experience possible to veterans, servicemembers, their families, caregivers, and survivors.

The KCVA has approximately 50,022 unique patients (FY19), with an average age of 62. To meet the needs of all Veterans, with timely responses and doing it the RIGHT way, we need support staff roles to mobilize Veterans throughout the facility, allowing Registered Nurses, MSAs and KCVA staff to continue serving all Veterans assigned to their care or service. A Nurse, Rehab Therapist, Pharmacy Tech, etc., leaving an assigned area, postponing or missing assessments, treatments, and care management to perform patient escort services or perform COVID-19 screening duties is not supportive of our commitment to a safe patient environment and keeping all Veterans at the center and of our decisions, services and focus.

Contractor shall provide (including, but not limited to) all planning, labor, materials, supervision, supplies and services, which are required to provide an effective and efficient escort and screening services for patients and guests. See PERFORMANCE STANDARDS. To ensure KCVA has the capability to deliver the best care possible to our Veterans, KCVA has requested services that will fill these needs, in patient care, by providing services to meet patients at the main entrance, assure a smooth arrival, provide COVID-19 screening, real-time wayfinding, and escort support around the KCVA campus to include inpatient and outpatient services.

GENERAL INFORMATION

The KCVA is an approximately 850,000 square foot facility in Kansas City, MO. The facility contains numerous inpatient units and outpatient clinics, as well as ancillary services requiring patient escort during all hours of operation.

The KCVA lead for this contract is the VA Contracting Officer (CO) and the Contracting Officer s Representative (COR) who is responsible for the day-to-day management of the contract.

Based on operations at KCVA, it is estimated the SES representatives will come in contact with an average of 1500 visitors per day (See Average Daily Encounters FY18-FY21 Attachment). It is understood the number of visitors indicated herein are only estimated quantities and may fluctuate throughout the contract period.

The total number of staff, number of staff per periods of the day, and the contract length of time may fluctuate as staff and leadership learn more from each contract period.

The total number of staff will need to be adjusted based on operational needs. Screening services will be necessary as long as COVID 19 guidance requires screening. The Contractor will need to fluctuate staffing models as more information about COVID19 is obtained.

Building keys will not be provided to the Contractor. The KCVA will be opened and closed by VA security during business hours.

CONTRACTOR REQUIREMENTS

The Contractor shall have proven expertise and previous experience with patient flow, patient transfer and escort assistance. It is also preferred that the Contractor have proven expertise and previous experience with COVID-19 screening procedures. The Contractor shall consider quality of care and how their organization will help accomplish KCVA goal as a High Reliability Organization as the primary objectives during project planning and execution.

It is the responsibility of the Contractor to determine and propose an efficient and effective Project Staffing Plan (established posts throughout the facility). The Project Staffing Plan shall be reviewed and approved by the COR prior to contract activation.

Contractor s staff working in this capacity must be mature, dependable, and empathetic, and be able to be courteous and respectful while communicating effectively with patients, guests and staff.

All services shall be performed in accordance with industry standards, all terms, conditions, schedules, provisions, trainings, and requirements of the contract and this Statement of Work.

Contractor shall ensure all services are performed in accordance with all local, state, and federal laws; including but not limited to OSHA, VA, as well as and industry standards applicable to this type of service.

Contractor shall ensure a system that allows for the scheduling of inpatient escort for procedures/discharge/tests/etc. and provide timely adherence to the schedule.

Contractor shall ensure appropriate response time and debriefs for emergent escort needs as deemed by the COR or designee.

The Contractor shall communicate in writing any changes to proposed key personnel (manager/supervisor) to the COR, and CO, 30 days prior to changing personnel for VA approval.

A No Tipping policy will be strictly enforced. Contractor s staff are restricted from accepting tips of any kind. The COR may request the removal of any Contractor employee, without cause, if the Government suspects the employee of violating this condition.

Physical Requirements:

Staff must be able to lift or carry a minimum of 51 pounds.

Staff must be able to walk or stand for more than 8 hours.

Reference RESPONSIBILITIES AND DUTIES for additional information.

Contractor s staff working in this capacity must be able to answer questions, provide information and direct people to the desired location, thus creating an atmosphere that is caring, yet efficient.

Contractor s staff to provide information and feedback to the COR based on general questions about performance as requested.

Confidentiality:

Contractor s staff working in this capacity must be able to maintain strict confidentiality of Personally Identifiable Information (PII).

All staff with access to patient information in the performance of their duties needs to know their responsibilities in maintaining the confidentiality of VA sensitive information and PII, especially patient information, by completing the annual VA Privacy and Information Security Awareness and Rules of Behavior training. Training shall be provided by the VA.

Under 5 U.S.C. 552a, patient health records are confidential regardless of medium. The privacy of patient information and PII must be preserved, and the information must not be accessible to, or discussed with, any unauthorized persons, nor is the information to be discussed in public areas.

Patient names and Social Security Numbers (SSN) which is considered PII that is located on the outside of the paper health record must be protected from incidental viewing by the public while in escort.

Patient health records shall be in control at all times and not left unattended in any public area.

The privacy and security of patient information and PII stored in any media must be protected in accordance with, but not limited to: FAR Part 24, the Privacy Act of 1974 (5 U.S.C. 552a), the Freedom of Information Act (5 U.S.C. 552); Federal Information Security Management Act (44 U.S.C. 3541); Office of Management and Budget (OMB) Circulars A-123 and A-130; VA Directive and Handbook 6500 Managing Information Security Risk: VA Information Security Program; Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules (Title 45 Code of Federal Regulations (CFR) 160, and 164); VHA Handbook 1605.1, Privacy and Release of Information; and The Joint Commission standards for privacy and security.

Contractor shall maintain all required General Public Liability Insurance and Workman s Compensation and Employer s Liability Insurance throughout the life of the contract.

Staffing

Based on the above-mentioned daily visitor estimates, the Contractor will be responsible for adequate and efficient staffing for both screening and inpatient/outpatient escort services to meet KCVA operational needs and PERFORMANCE STANDARDS. Contractor must ensure a manager/supervisor will be onsite during all hours of operation.

Phases and locations of work.

The Base phase/period of the project is anticipated to commence on or about June 1, 2022 for a period of 12 months.

The COR may identify meetings, sessions, or training to be held at KCVA. This will be coordinated from the COR to designated Contractor point of contact (POC) within 12 hours of the next business day.

Contractor to assume security clearances, and basic computer training to take 30-45 days to obtain.

The COR and Contractor will revisit the staffing schedule every six months to ensure staffing levels and schedules are appropriate for facility visitor volumes or if screening services are still required.

The Contractor shall provide an on-site Subject Matter Expert (SME) in VA PACT design and patient flow. The Contractor shall provide on-site support for the initial six (6) weeks. This SME shall ensure all staff are trained on all VA-documented KCVA standard of work. This will include standard of work for escorts, screeners, and contractor onsite managers. The SME shall provide hands-on training in VA processes and systems to the staff; operationalize KCVA standard work with SES; and manage standard work change management process with COR and KCVA leadership.

Contractor shall assign a multidisciplinary team to fully execute all components of this contract and provide a staffing matrix for all phases of the project including the phasing out of screening duties as appropriate. See SCHEDULE FOR DELIVERABLES.

See CONTRACTOR REQUIREMENTS, Section 3.o. Staffing, of this document for more information.

To be eligible for employment, staff must:

Possess the ability to physically and mentally assist customers and resolve any customer issues that may arise.

Ability to fluently read, write and speak English. Spanish or any other language is acceptable as a secondary form of communication (as needed). English is the primary form of communication at the KCVA.

Drug Free.

Free of Disqualifying Crimes.

Able to participate in required trainings.

Knowledge and Training Expectations

All Contractor staff will be trained in providing excellent customer service demonstrating courtesy, kindness, empathetic and a caring demeanor.

Contractor staff shall have the proven experience with patient flow, patient transfer, escort assistance, and be able to intake solutions with the VA systems and KCVA s documented standard work.

Contractor staff must possess or learn ADA/handicap knowledge and skills. The need is mandatory, and the Contractor s representatives shall know how to accommodate, escort, communicate, and guide our patients and guests with empathy and finesse.

Training related to PII and security will be provided by the KCVA for all Contractor Employees/subcontractors. This training will be coordinated with the COR.

All Contractor staff will be required to obtain Government issued ID/security badges. This activity will be coordinated with the COR after award.

All Contractor staff must successfully complete training, certifications, and approval from Office of Information Technology (OIT) prior to computer access. This activity will be coordinated with the COR.

All Contractor staff must successfully complete required trainings by the KCVA learning organization. This activity will be coordinated with the COR after award.

Equipment, Supplies and Uniforms

The Contractor shall be responsible for providing parts of uniforms, equipment/supplies (e.g., time clocks, clip boards, other office equipment deemed necessary to support on-site staff). Communication devices such as a phone for mangers and radios for staff as well as Personal Protective Equipment (PPE) will be provided by the KCVA. If the contractor has their own communication devices these must be approved by the COR and CO prior to the contracts start date. See IDENTIFICATION AND UNIFORM REQUIREMENTS.

The Contractor shall perform a visual inspection of their staff to verify uniform standards and, if required, correct the issue to conform to the requirements.

Work Site/Working Conditions

The Contractor shall perform an on-site inspection with the COR to verify existing site conditions of designated staging areas. The Contractor shall provide the COR and CO a written notice of any pre-existing damages.

The Contractor shall keep their work site clean, free of debris, including staging and storage areas used by the Contractor.

The Contractor agrees to protect all building premises from damage and agrees to take necessary protective precautions and agrees to be held financial responsible for all damages transpired by the Contractor (accidentally, or on purpose).

PERIOD OF PERFORMANCE: Work shall begin immediately upon contract award:

BASE PERIOD: A period of 12 months from the date of award.

OPTION PERIOD 1: A period of 12 months beginning after the end of the base period.

OPTION PERIOD 2: A period of 12 months beginning after the end of the Option Period 1.

OPTION PERIOD 3: A period of 12 months beginning after the end of the Option Period 2.

OPTION PERIOD 4: A period of 12 months beginning after the end of the Option Period 3.

HOURS OF OPERATION/SCHEDULES

Contractor will provide 24-hour coverage for SES including nights, weekends, and Holidays.

Hours of peak outpatient usage are 0730 1100 and 1300 - 1400. Hours of peak inpatient usage are 0600 1900. The Contractor shall adjust and impose alternate schedules accordingly to meet outpatient and inpatient influx and flow. Overtime is not available under this contract.

The Supervisor s shifts are expected to cover on-site operations 24-hours; at least one (1) supervisor/manager on-site at all times, it is recommended to have at least three (3) employees/subcontractors to be on-site during peak hours for outpatient escort; at least four (4) employees/subcontractors to be on-site during peak hours for inpatient escort; at least (4) employees/subcontractors to be on-site during peak hours for screening services 0500-2200, at least (3) employees/subcontractors to be on-site for screening services 2200-0500. This may be adjusted by KCVA and COR for operational needs and is ultimately up to the Contractor to decide how best to staff the service and provide sufficient coverage.

SPECIAL EVENTS: The COR will be responsible to notify the Contractor s Supervisor at least two (2) weeks prior or as soon as possible to any special event.

KCVA business hours are Monday-Friday, 0730 1700, excluding Federal Holidays, and any other day specifically declared by the President of the United States to be a Federal Holiday.

Observed Holidays by the Department of Veterans Affairs:

Martin Luther King s Birthday 3rd Monday in January

President s Day 3rd Monday in February

Memorial Day Last Monday in May

Juneteenth June 19th

Fourth of July July 4th

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veteran s Day November 11th

Thanksgiving Day Last Thursday in November

Christmas Day December 25th

RESPONSIBILITIES AND DUTIES

Contractors staff will primarily welcome, provide COVID-19 screening, provide wayfinding assistance, and escort patients and guests to their desired inpatient and outpatient clinic/location; including, but not limited to parking lots, bus stop, to and from their vehicles, exam rooms, inpatient and outpatient clinics, as well as patient pick up and drop off locations.

Staff to understand and maintain I CARE Core Values and Characteristics as codified in VA regulations 38 C.F.R. Part 0,

Staff must be reliable and be able to be held accountable,

Staff to maintain and oversee KCVA owned wheelchair inventory for usage to include sanitation between use and returning misplaced wheelchairs throughout the KCVA campus,

Staff will be standing and or walking patients and guests around for at least 90% of their tour of duty,

Although, duties may call for the employee to Escort, walk, etc. patients and guests throughout the KCVA; there shall be at least two (2) employee who remains within immediate visual area to immediately assist patients with wayfinding,

Staff must possess critical thinking skills to manage urgent patient & visitor needs and escalate to VA medical professionals as appropriate,

Staff will greet every visitor with a smile and a polite greeting,

Staff will provide COVID-19 screening procedures as outlined in KCVA COVID-19 Standard of Work,

Staff will perform other duties that include, but not limited to the Escort of lab supplies/specimen, pharmacy supplies/medications, logistics supplies, and prosthetic devices (e.g., canes, wheelchairs, etc.), throughout the KCVA facility,

Staff will be utilized in case of an emergency or system failure (power outage, tube system outage, etc) to assist with escort needs or needs requested by the COR as a contingency.

The Contractor will designate on-site supervisor/managers as a representative of the Contractor to be onsite to cover 24-hour operations.

On-Site Supervisor/Manager Duties:

Duties of the supervisor/manger shall be to hire/staff, train, schedule, coordinate and manage staff to successfully achieve the objective of this SOW.

Duties of the supervisor/manger shall include, but not be limited to, customer relations, training and improving all staff services, improving SOW related to this contract, coordinating and scheduling all work and additional services.

On-site supervisor/manager is responsible for verifying all staff adhere to the IDENTIFICATION AND UNIFORM REQUIREMENTS.

On-site supervisor/manager is responsible for enforcing the No Tipping policy.

The on-site Supervisor/Manger is responsible for adhering to the MEETING AND REPORTING REQUIREMENTS.

On-Site supervisor/manager is responsible for notifying the VA immediately of any areas that may pose a safety hazard to patients, guest, and staff. It is the responsibility of the on-site supervisor/manager to see that all incidents are logged in the daily log, and reported to the COR, Nursing Officer of the Day/Administrative Officer of the Day (NOD/AOD), and other designees identified by the COR.

All incidents shall be summarized with event and action take in a monthly incident report; and delivered to the COR and/or designee.

On-site supervisor/manager will coordinate with COR s education POCs to ensure consistent training, knowledge transfer and support to volunteer staff.

Contractor Staff Responsibilities include but are not limited to:

While on duty, staff shall be prepared for patients, guests, and visitors.

Staff shall greet every visitor with a smile and a polite greeting.

Staff shall assist parking patients and guests as needed by removing wheelchairs and carts to/from their automobiles, as well as providing assistance to patrons getting in and out of vehicles as needed.

Staff shall provide COVID-19 screening of all KCVA guests and visitors.

Staff shall escort and assist wheelchair passengers carefully and courteously throughout the KCVA campus and make sure patients get to their desired location.

Staff shall maintain the entrances and common areas appearance of the entrance.

Staff shall be familiar with the KCVA facility and provide directions to facility visitors.

Staff shall be trained to field questions that patients have regarding facilities and services and will be expected to understand escalation procedures for patient and visitor requests should the question or need be beyond the scope of the staff member.

Staff shall be capable of critical thinking skills to handle urgent care/emergency care situations which will be escalated to medical professionals.

Staff are restricted from accepting tips of any kind. A No Tipping policy shall be strictly enforced. The COR may request the removal of any staff member without cause if the Government suspects the employee of violating this condition.

At the end of their shift, the work areas will be secured, all wheelchairs and other escort devices (e.g., canes, scooters, and wheelchairs) stowed away to their assigned locations.

Staff shall turn over their post to either another staff member or to the on-site supervisor.

IDENTIFICATION AND UNIFORM REQUIREMENTS

All Contractor staff shall always wear visible identification (company and individual name tags) and present a professional appearance under the performance of this contract. Staff are also required to wear Government-issued Identification card (PIV card).

Contractor s staff will dress in business casual attire and visibly wear their Government issued PIV card during operational hours.

All Contractor staff shall be scent-free, clean, and groomed.

Contractor has the option to require the manager/supervisor to wear uniform similar to the Staff members with visible identification or business casual attire.

Business casual is defined as a solid-colored, Pollo or long sleeve (button up) dress shirt; dress pants/appropriate skirt.

Khaki is acceptable.

Jeans (blue jean or colored) are NOT acceptable when on-site.

Contractor staff uniforms shall consist of the items listed below. All staff members shall wear approved uniforms while on-site at the KCVA and a name tag. Example of name tag:

JOHN/JANE SMITH

Screening and Escort Service

Uniforms must be regularly laundered, clean, free of stains/soils and free of adverse odors.

Scent-free sensitive workplace. Request Contractor staff avoid wearing scented products which may irritate patients, guests, co-workers, and staff.

When attending meetings, trainings, etc. Contractor staff members are to wear business casual attire.

MEETING AND REPORTING REQUIREMENTS

Meetings:

The Contractor shall attend a kick-off meeting expected to be scheduled within five (5) Calendar Days of contract award. This meeting will be held over the phone or virtual (e.g., Microsoft Teams).

Throughout all phases of awarded contract, the Contractor shall anticipate at minimum, a monthly progress meeting with the designated COR.

The Contractor on-site supervisor/manger is responsible for attending daily morning VA huddles held at the facility in person and/or virtual. These meetings are to be attended by the supervisor/manager only.

The Contractor on-site supervisor/manger is responsible for attending VA leadership meetings as requested. Meetings are to be attended by the supervisor/manager only.

The Contractor shall attend (in person) a close-out meeting expected to be scheduled within 30 calendar days of the final Contractor-performed activity. The Contractor shall provide all outstanding deliverables at this meeting. This meeting will be held over the phone, virtual or on-site at the KCVA facility.

The Contractor shall participate in additional meetings as required by the COR.

Reporting Requirements:

The Contractor shall immediately notify the VA Police and Security in the event of an emergency, or if an individual (employee, patients and visitors) requires medical assistance (e.g., injured or stranded persons) and log the incident with NOD/AOD & COR.

The Contractor, on-site supervisor/manager, is responsible for tracking, responding, and reporting of all customer service complaints to the COR or designee within 24-hours of complaint.

The Contractor, on-site supervisor/manager, is responsible for reporting incidents, or any violations noted during the performance of his/her duties to the appropriate Service Line Representatives to include the COR, NOD/AOD, Police, Safety, and/or Voluntary Services.

Throughout all phases of the contract the Contractor shall immediately communicate any identified issues to the COR that may create or have created any performance issues.

Coordination & Incident Logs

The Contractor, on-site supervisor/manager, shall notify the COR or designee, of any unusual events, including but not limited to accidents, safety problems, patients un-belting themselves and other such incidents that occur, which involve any VA patient being escorted under this contract. The COR or designee shall be notified within one (1) hour of the occurrence of the incident(s) by telephone and, if requested by the COR and/or CO, a written report of the incident(s) will be delivered to the COR or his/her designee by close of business the next working day. Failure to comply with provisions may be grounds for Termination for Cause.

The Contractor is responsible for maintaining, and compliance of, the daily incident logs in a monthly report to the COR and the Chief of Safety.

The Contractor shall provide the COR and Chief of Safety with monthly progress reports (original plus one copy, or one (1) electronic PDF document). Reports are due to the COR by the second workday of each month throughout the contract's duration.

The monthly progress report shall cover:

Any problems, incidents that arose, along with a statement explaining how the problem was resolved.

Any problems that have arisen but have not been completely resolved, with an explanation.

Any new risks identified during the preceding status period.

All work completed during the preceding status period compared to the planned activities.

The work to be accomplished during the subsequent status period

SCHEDULE FOR DELIVERABLES:

In accordance with this SOW, the Contractor shall produce the following deliverables and will be living documents throughout the performance of the contract:

Contractor has proven experience with patient flow, patient transfer and escort assistance within a VHA Healthcare system.

Training plan to ensure all staff are fully trained and proficient with the KCVA s standard work for the VA s system.

Staffing Plan and Organization Chart.

Transfer Scheduling Method Inpatient

*Please note, any electronic scheduling system that will utilize VA Network will need to be approved by VA OIT guidelines and the COR.

Evidence showing the proposed supervisor and lead(s) have experience with VHA Healthcare system patient flow, patient transfer, screening, and Escort assistance services.

The Contractor shall further develop and maintain the proposed project management plan to include the above documents, as well as an HRO Debrief Report with the COR to include lessons learned/improvement opportunities.

If for any reason any deliverables cannot be completed within the scheduled time frame required to meet the activation date, within three (3) days of discovery, the Contractor shall submit in writing to the CO and COR the reason for the delay including a firm commitment as to when the work will be completed. This notice to the CO and COR shall cite the impact on the overall project and include the project s schedule and risk. The CO shall then review the facts and issue a response, in accordance with applicable regulations.

The SOW outlines all the deliverables required for this contract.

GOVERNMENT FURNISHED ITEMS/PROPERTIES

The KCVA will provide the Contractor a location space at the KCVA campus large enough to accommodate the onsite Supervisor with one (1) workstation to include desk, chair, phone, and PC with monitors. The functional intent of this space is to provide a home base for the Supervisor to report incidents, check-in and out for shifts, scheduling of Escorts, return equipment to charge, and run reports. Other items to be brought on to the KCVA campus to support this space will need to be approved by the COR (e.g., lockers, fridge, etc.)

In support of the SOW, and as determined, the KCVA will provide access to computers as needed. NOTE: All Contractor staff must successfully complete training, certifications, and approval from OIT prior to access. Reference Knowledge and Training Expectations .

The KCVA will provide a communication device (phone and PC) for the Contractor s onsite supervisor/manager use to communicate to all necessary KCVA personnel.

The KCVA will provide communication devices (Radios) for the Contractor s onsite staff to use to coordinate duties unless the contractor provides a communication device approved by the COR (Please note that any communication device that would be using the VA network will need to be approved by VA OIT).

The KCVA will provide all proper PPE Supplies required for patient Escort and screening.

The Contractor shall be responsible for any loss or damage to any property provided to the Contractor by the KCVA.

Any items/property that is damaged or lost will be replaced by the Contractor to the satisfaction of the KCVA at no additional cost to the VA.

Other than the location space and workstation for onsite supervisor/manager, communication devices, and PPE supplies provided by the KCVA, the VA will NOT be furnishing additional items/property. If items/properties are provided, they will be identified in writing and agreed upon between the Contractor and COR after award.

Prior to the release of the final payment, all Government furnished equipment/property must be returned to the COR in same or better condition as it was issued.

CONTRACTOR/PROVIDED EQUIPMENT/SUPPLIES

Contractor shall furnish all required supplies, materials, personnel, signage and any necessary equipment (e.g., work vests, name tags, etc.) required to perform the services defined herein. See IDENTIFICATION AND UNIFORM REQUIREMENTS.

Uniform will be proposed and agreed upon by the VA s COR and the Contractor. All uniform styles must be approved by the COR prior to implementation.

PERFORMANCE STANDARDS

The Contractor shall staff appropriately to demonstrate an efficient operation with appropriate response times. An efficient operation is defined as: a patient or guest waits no more than one minute to be acknowledged by a staff member for outpatient services. Inpatient transfers must have the ability to be scheduled ahead of time and will require timely adherence to the agreed upon schedule (Please note, any electronic scheduling system that will utilize VA Network will need to be approved by VA OIT guidelines and the COR). Inpatient escort requests should field to the staff within one (1) minute of receiving request, the Escort must meet the requester within five (5) minutes of notice and be able to escort the patient/items to the final destination within ten (10) minutes of notice. After an escort has taken place, it should not take any more than five (5) minutes for the Escort to return to designated operations. Overall, no routine Escort should take longer than 15 minutes from request to return of the escort activity.

The KCVA is relying on Contractor s expertise when preparing (planning) staff and escort matrix and schedules. The mentioned estimates above are provided as a general guideline.

The COR or designee will make periodic unannounced inspections and will audit the turnaround time to assure the Contractor is in compliance with this SOW and to ensure the Contractor s ability to manage patient and guest flow in coordination with VA s system.

Contractor will be periodically audited to assure that the Contractor is putting the Veteran first and is providing a safe and efficient operation.

If required by the CO/COR, the Contractor shall, at its sole cost and expense, perform a drug screen and criminal background check on all Contracted employees/subcontractors of the Contractor who will provide services under this agreement. The Contractor agrees to terminate immediately any employee/subcontractors, if at the sole discretion of the KCVA, posts a risk to the health or safety of any Contractor employees/subcontractors or individual requiring services or if the COR disapproves of the conduct of any of the employees/subcontractors identified or interferes with the business or operations of the hospital.

PARKING, SMOKING, AND VA REGULATIONS

On-site parking is available for VA patients, guests and employees and will be made available for Contractor employees/subcontractors. The COR will identify appropriate parking for Contractor s staff.

KCVA will not invalidate or make reimbursement for parking violations of the Contractor or their employees/subcontractors under any conditions.

Smoking will NOT be allowed on the KCVA campus while the Contractor is under performance of the subject contract. The COR may request the removal of any Contractor employee without cause if the VA suspects the employee of violating this condition.

The Contractor shall abide by a zero-tolerance policy for drugs and alcohol. The Contractor shall provide proof of drug screening upon CO or COR request. The COR may request the removal of any Contractor employee without cause if the VA suspects the employee of violating this condition.

Possession of weapons is prohibited on all Federal Government property and VA campuses.

Enclosed containers, including tool kits, shall be subject to search.

Violations of VA regulations may result in a citation answerable in the United States (Federal) District Court, not a local district state, or municipal court.

CELLULAR PHONE USE

Personal cell phone use is not permitted while on duty but is permitted in designated break-room areas and/or outside away from main entrances.

Cellular phones and two-way radios are not to be used within six feet of any medical equipment.

CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

The Contractor shall maintain sufficient staff to be responsive to the patients, visitors, and guests.

Contractor employees/subcontractors shall be eligible to work in the United States.

Contractor employees/subcontractors will comply with all KCVA security, access and badging, and training requirements.

Security clearances will be coordinated with the designated COR.

GENERAL CONFIDENTIALITY AND NONDISCLOSURE

It is agreed that:

The preliminary and final deliverables, and all associated working papers and other material deemed relevant by the VA which has been generated by the Contractor in the performance of this contract are the exclusive property of the Government and shall be submitted to the CO at the conclusion of the contract.

The CO will be the sole authorized official to release, verbally or in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this contract. No information shall be released by the Contractor. Any request for information relating to this contract, presented to the Contractor, shall be submitted to the CO for response.

Press releases, marketing material, or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

CHANGES AND MODIFICATIONS

All modifications to the contract will be in accordance with FAR 52.212-4, Contract Terms and Conditions - Commercial Items, para. (c). The CO is the only person authorized to make changes to the contract.

Any changes to this contract shall be authorized and executed through written correspondence on a Standard Form (SF-30) by a CO. A copy of each change and resulting contract modification shall be kept in a project folder along with all other products of the project. Costs incurred by the Contractor through the actions of parties other than the CO shall be the total responsibility of the Contractor and no additional cost shall be charged to the Government.

End of Statement of Work