Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF AUGUST 10, 2017 FBO #5739
DOCUMENT

D -- Copy of Health Coach - Attachment

Notice Date

8/8/2017
 

Notice Type

Attachment
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Department of Veterans Affairs;VAMC;10 N Greene St;Baltimore MD 21201
 

ZIP Code

21201
 

Solicitation Number

VA24517N0266
 

Response Due

8/11/2017
 

Archive Date

8/11/2017
 

Point of Contact

Gloria Prettiman
 

E-Mail Address

gloria.prettiman@va.gov
(gloria.prettiman@va.gov)
 

Small Business Set-Aside

Total Small Business
 

Description

Page 9 of 9 This is a sources sought for the DC VAMC to determine the availability of potential sources (and their size classification relative to NAICS 541519 having the skills and capabilities necessary to provide Call services in accordance with the attached SOW. All interested vendors are invited to provide information to contribute to this market survey/sources sought including, commercial market information. This is not a solicitation announcement. No award will be made from this sources sought. Requested information should be submitted by email to Gloria.prettiman@va.gov by 12:00pm EST August 11, 2017. Provide only the requested information below. REQUESTED INFORMATION STATEMENT OF CABABILITY: Submit a brief [ Five (5) pages or less] capability statement explaining your capability to perform services for the DC VAMC. Include past experience in performing these services for the VA, other Government (Federal or State) agency, or for a private medical facility. BUSINESS SIZE AND SOCIO-ECONOMIC STATUS: (a) Indicate whether your business is large or small (b) If small, indicate if your firm your firm is a certified Service-Disabled Veteran Owned Small Business (SDVOSB) or Veteran Owned Small Business (VOSB) (c) Include the DUNS number of your firm. (h) Provide your firms FSS or GSA Contract number if applicable. STATEMENT OF WORK WORK STATEMENT 17 March 2017 Executive Summary. The Washington, DC, Veterans Affairs Medical Center (DCVAMC), located within sight of the Nation s Capital, is part of the only health care system that specifically provides care to Veterans. Offering tertiary care in a Complexity Level IB hospital, allows ours staff to provide comprehensive primary and specialty care in medicine, surgery, neurology and psychiatry. The Medical Center has 175 acute care beds, 30 Psychosocial Residential Rehabilitation Treatment beds, and a 20-suite Fisher House. Also, the Medical Center is home to a120-bed Community Living Center (CLC) which provides Veterans with geriatric long-term care, hospice and palliative care. The more than 2,000 employees and volunteers of DCVAMC take great pride in providing world-class health care to all Veterans in an environment that fosters compassion, commitment and service. Our mission is to respect and serve our Nation s Veterans by honoring them with excellent health care at our main facility and at our five community-based outpatient clinics (CBOCs) located in Ft. Belvoir, VA; Southeast Washington, DC; and in Greenbelt, Charlotte Hall and Camp Springs, MD. The Medical Center also operates a Community Resource and Referral Center (CRRC) for homeless and at-risk Veterans which is open 24 hours a day, seven days a week. The Medical Center s culture and presence is transforming to meet the needs of more than 106,903 Veterans who are enrolled for VA healthcare in the Washington, DC, metropolitan area. In FY 2013, the Medical Center had more than one-million (1,263,472) patient encounters and we are excited about expanding programs and offering services to meet the unique needs of Veterans. Scope of Service. Introduction The Department of Veterans Affairs Medical Center in Washington DC (DC VAMC), 50 Irving Street, NW, Washington, DC 20422 has a requirement for Switchboard Services. The Contractor shall provide all personnel, supervision, management, related training, and other services necessary to perform twenty-four (24) hour switchboard services, including Federal Holidays. The major telephone equipment provided consists of six (6) switch and telephone console equipment integrated into either an Avaya PBX platform or a Cisco Unified platform. The materials provided shall reflect the latest equipment made available and associated policies and procedures and forms; consisting of a listing of hired employees and respected on-call schedules. The contract operators shall have accessibility to on-line employee and patient directory and other records needful to perform the services outline in the contract. The Contractor shall convert provided information into useful, practical directive and make proper distribution to its contract employees 1. PERSONNEL PERFORMANCE The Contractor shall provide Switchboard services twenty-four (24) hours a day, seven (7) days per week and three hundred and sixty-five (365) days each year, to include all City, State and Federal Holidays. The Contractor shall provide services through a total of nineteen (19) Contractor Full-Time Equivalent (FTEs) employees, with services rendered consistent to maintain peak-time and off-time call transfer volume. Performance shall include but not limited to the following: The Contractor shall receive all incoming calls from the main number (202) 745-8000 and shall refer calls to the proper party and/or the most appropriate extension number. At no time should calls be intentionally dropped. The Contractor shall place authorized long distance calls utilizing Federal Telecommunications Service (FTS) government access lines and utilize commercial long distance services only when FTS access is not available. However, every international call must be authorized before placed. The Contractor shall provide directory assistance to medical center staff and employees. Shall handle emergency calls (i.e. Code Blue, Code Orange, Hearing Impaired and any other formalized emergency group via paging, telephone system failures, pager system failures, fire alarms, assist in bomb threats, shall handle medical emergency calls, suicidal calls and disasters etc.) by contacting the designated technical adviser and/or Contracting Officer Representative (COR) during regular tour of duty hours and the Administrative Officer on Duty (AOD) during irregular tour of duty. The Contractor shall provide paging service to all medical center staff upon request from outside callers as well as from other medical center personnel. The Contractor shall document all calls requesting paging services to the medical staff and provide medical staff with the pager s name and telephone number upon request. Place the caller s telephone number directly into the user s pager when feasible to reduce the number of caller s being held on hold on the console. The Contractor shall maintain an operator log on all unusual or emergency incidents, such as Code Blues, any other hospital emergency codes, hearing impaired group calls and group paging, telephone or telephone system failures, pager system failures, fire alarms, microwave alarms, bomb threats and suicidal calls referring the caller to the suicidal coordinator of the day. Included on all registries will be date, time of incident and operator identification number when documenting the incident. All documentation is confidential and is the property of the DC VAMC. The Contractor shall maintain a record on general operation of service, such as telephone repairs; and pager repair exchange, placement of FTS. Commercial long distance, or international calls, alarm activation, the code blue, and any other recognizable hospital codes, hearing impaired group and other emergency pager group testing, telephone emergency pamphlets, program handouts and batteries etc. The Contractor shall provide general patient information as requested via telephone or in direct person to person contact and refer requestors to the appropriate service area, but at all times respecting the dignity and privacy of person/s associated with the DC VAMC and related programs. The Contractor shall use the communication network of the hospital to summon VA Medical Center s Police Services for emergency first responders for intrusion alarm, and urgent safety situations as needed. The Contractor shall dispense pager batteries for medical center assigned pagers. Replace broken clips or covers upon request and provides emergency stickers and flyers upon request. Exchanges broken patient telephone sets, keeping records of all patient phone related issues. Keeps on-call schedules of doctors, technicians, chaplains etc. The Contractor shall provide general medical center information, i.e., the medical center location, visiting hours, the nearest public transportation lines, and direction to the medical center from specific key locations etc. The Contractor shall provide phone access in contacting taxicab service. The Contractor shall maintain current and updated patient, employee and organizational files to enhance rapid response and accurate processing of calls and disbursement of information; updated material must be distributed immediately. Operators are essential to participate in cascade disaster drills for emergencies; conversations and action occurring during the emergency situation must be documented and provided upon request to the COR and key medical center manager. The Contractor shall exercise professionalism via telephone or in person at all times. The Contractor shall not use the phone system to conduct personal business. 2. PERSONNEL PROJECT MANGER The Contractor shall provide a Project Manager who shall be responsible for the performance of the work; this includes off-duty hours, weekends and holidays; the designated Project Manager shall appoint an alternate, who shall act for the contractor in the absence of the appointed Project Manager in writing to the Contracting Officer (CO) prior to start-up of the contract. The alternate shall be thoroughly trained in all critical aspects of the daily operational procedures of the contract. The Project Manager and/or alternate shall be available during normal working hours at least thirty (30) minutes prior to their start up hour to meet with the COR to discuss pressing problems/and or in the alternate thirty (30) minutes after designated hours. The Project Manager shall ensure that a workbook containing all work place procedures, related policy and/or memorandums and up to date departments and employee information etc. In addition, the Project Manager is primarily responsible in generating worksheets, required reports; serves to facilitate the communication package of the telephone unit and strive for consistency in the performance of the work requirements. She/he establishes procedures for the disbursement of new information to the telephone operators, i.e., new staff or employees or changes in the telephone extensions or pager numbers for input into VA information systems, including facility-maintained telephone/pager directories. The Project Manager shall interact with all service areas within the DC VAMC in order to ascertain staff and personnel information pertinent to maintaining current and accurate documentation. The Project Manager is expected to work with all VA assigned Contractors and Vendors in a professional manner on telecommunication related issues. Any concerns and/or problems are to be reported to the CO and/or COR for resolution. STAFFING The Contractor shall be responsible on the selection, assignment, reassignment, transfer, supervision, management and control of contractor employees in performance of this work. The practice of hiring relatives and/or friends under the direct supervision of the project manager is discouraged. The Contractor shall comply with the general intent and specific policies set forth in the performance work statement, concerning conduct of employees as referenced therein. As directed by the CO, the Contractor shall remove from performance of the contract any person who is identified as a potential threat to the health, safety, security, general well-being or operation mission of the activity and work environment. The Contractor shall not employ any person who is an employee of the United States Government if the employment of the person would create a conflict of interest (COI). The Contractor shall notify the CO and COR in writing of all hiring and dismissal of employee. The Contractor personnel shall participate and attend training sessions concerning medical center information. At no time will smoking be permitted in the DC VAMC Facility, in other than designated and posted places. Only authorized Government and contract employees are permitted in the work area; children and visitors are not permitted at any time. The Contractor shall adhere to the DC VAMC s Police Service Officers. 3. EMPLOYEE TRAINING The Contractor shall provide each employee training, a training package containing procedures on the developing each new and advancing employee; and established scheduled reviews for properly evaluating employees. All training shall be documented in each employee personnel folder. All training records are accessible to the CO and/or COR for review and comments. No employee will be allowed to work alone without having experienced emergency calls, i.e., and having demonstrated the ability to follow the proper procedure. 4. QUALITY CONTROL/ASSURANCE The Contractor shall establish and maintains a complete Quality Control (QC) Plan; the CO will evaluate the Contractor performance under the contract using the quality assurance procedures specified the Quality Assurance Surveillance Plan. 5. KEY CONTROL The Contractor shall establish and implement methods of ensuring that all keys issued to the contract employee are not lost or misplaced and are not used by unauthorized persons; that lost keys are reported immediately to the COR and at no time are keys to be duplicated. Work area access shall be recorded in the contractor s Quality Control Plan. 6. VA REGULATIONS / PARKING / SMOKING / CELL PHONES The Contractor shall abide by all DC VAMC station policies and regulations. The Contractor's employees shall wear visible identification at all times while on the premises of the DC VAMC. It is the responsibility of the Contractor to park in the appropriate designated parking areas. Information on parking is available from the DC VAMC Police/Security Service. The DC VAMC will not invalidate or make reimbursement for parking violations of the Contractor under any conditions. Smoking is prohibited inside any buildings at the DC VAMC. Possession of weapons is prohibited. Enclosed containers, including tool kits, shall be subject to search. Violations of VA regulations may result in citation answerable in the United States (Federal) District Court, not a local district, state, or municipal court. Cell phones and Bluetooth electronics for personal use are prohibited during duty hours. The Contractor s may not lounge in the Veterans waiting area or lobby. A designated area shall be provided by the COR. 7. TRAINING / ORIENTATION The Contractor shall ensure training completion and orientation of their employees. Documentations shall be provided to the COR and shall be kept on file with the COR. The Contractor shall ensure that all of their employees that are performing under this contract shall be in compliance of all requirements. The Contractor shall be responsible to ensure that its employees providing work on this contract are fully trained and completely competent to perform the required work. The Contractor and its employees shall attend a pre-performance orientation meeting prior to the commencement of work on site. The DC VAMC will schedule this meeting and will include discussion of the following topics: Employee Competencies (i.e. Fire and Safety, Disaster Procedures) Medical Emergencies Protocol Handling of lost claim checks, accidents, thefts, and other parking related incidents Uniform and Badges Labor Standards Provisions Submittals (i.e. Insurance Certification, Licenses) 8. SAFETY REQUIREMENTS The Contractor shall take such safety precautions as required by their insurance underwriters and shall comply with all applicable provisions of Safety and Health Regulations as set forth in 29 CFR 1925. 9. CORRESPONDENCE All correspondence relative to this contract shall bear the DC VAMC contract number, title, and name of the medical facility and shall be addressed to the Contracting Officer. 10. PERSONNEL POLICY The Contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract, in accordance with the personnel policy of the Contractor, such as providing worker s compensation, professional liability insurance, health examinations, income tax withholding, and social security payments. The parties agree that the Contractor, its employees, agents, and subcontractors shall not be considered DC VAMC employees for any purpose. 11. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS All contractor employees who require access to the DC VAMC s computer systems shall be the subject of a background investigation and must receive a favorable adjudication from the VA Office of Security and Law Enforcement prior to contract performance. This requirement is applicable to all subcontractor personnel requiring the same access. If the investigation is not completed prior to the start date of the contract, the contractor will be responsible for the actions of those individuals they provide to perform work for DC VAMC. Position Sensitivity - The position sensitivity has been designated as low risk. Background Investigation - The level of background investigation commensurate with the required level of access is minimum background investigation. 3. Contractor Responsibilities The contractor shall bear the expense of obtaining all background investigations. If the investigation is conducted by the Office of Personnel Management (OPM), the contractor shall reimburse VA within 30 days. The contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain a U.S. citizenship and are able to read, write, speak and understand the English language. VA Office of Security and Law Enforcement will provide required forms to the contractor. These shall be submitted by the contractor or their employees within 30 days of receipt: Forms may include: Standard Form 85P, Questionnaire for Public Trust Position Standard Form 85P-S, Supplemental Questionnaire for Selected Positions FD 258, U.S. Department of Justice Fingerprint Applicant Chart VA Form 0710, Authority for Release of Information Form Optional Form 306, Declaration for Federal Employment Optional Form 612, Optional Application for Federal Employment The contractor, when notified of an unfavorable determination by the Government, shall withdraw the employee from consideration from working under the contract. Failure to comply with the contractor personnel security requirements may result in termination of the contract for default. After contract award and prior to contract performance, the contractor shall submit a letter to the Contracting Officer providing the following information: List of names of contractor personnel. Social Security Number of contractor personnel. Home address of contractor personnel or the contractor s address. Billing information for the program office, Name and telephone number of the contracting officer. 4. Government Responsibilities The VA Office of Security and Law Enforcement will provide the necessary forms to the contractor or to the contractor's employees after receiving a list of names and addresses. Upon receipt, the VA Office of Security and Law Enforcement will review the completed forms for accuracy and forward the forms to OPM to conduct the background investigation. The VA facility will pay for investigations conducted by the Office of Personnel Management (OPM) in advance. In these instances, the contractor will reimburse the VA facility within 30 days. The VA Office of Security and Law Enforcement will notify the contracting officer and contractor after adjudicating the results of the background investigations received from OPM. The contracting officer will ensure that the contractor provides evidence that investigations have been completed or are in the process of being requested. Time and Place of Performance. Services are to be provided at Washington DC Veterans Affairs Medical Center (DCVAMC), with the exception that certain offsite services may be provided in accordance with the terms established herein. The site of performance shall be as follows below. Veterans Affairs Medical Center 50 Irving Street NW Washington, DC 20422 Contractor staff must be capable of performing the required services during the core hours specified in this. Specific staffing requirements for time and place of performance within these parameters shall be at the exclusive direction of the Government. Contractor shall be required to begin provision of services at the time and place of performance within one week of award date. Performance and Contract Reporting Requirements. This is a task order / delivery order services contract. Contractor is anticipated to provide services as requested by Government throughout the period of performance. Contractor must designate, in writing to the Contracting Officer or designee, Contracting Officer Representative (COR), a coordinator who will be responsible for scheduling, problem solving and other communication needs related to this contract.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/VAMHCS512/VAMHCS512/VA24517N0266/listing.html)
 

Document(s)

Attachment
 

File Name: VA245-17-N-0266 VA245-17-N-0266.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3718242&FileName=VA245-17-N-0266-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3718242&FileName=VA245-17-N-0266-000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN04618388-W 20170810/170808232918-e26faaeb74f546f310170ceb66ffde88 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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