Inactive Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14)

B.2 STATEMENT OF WORK VISN 5 WHEELCHAIR AND MOBILITY AID REPAIRS Introduction / Background Information Intent Department of Veteran Affairs Medical Center (VAMC) has a requirement for providing Wheelc... B.2 STATEMENT OF WORK VISN 5 WHEELCHAIR AND MOBILITY AID REPAIRS Introduction / Background Information Intent Department of Veteran Affairs Medical Center (VAMC) has a requirement for providing Wheelchair & Mobility Aid Repair Services for the following facilities (Coverage Areas: DC, Virginia, West Virginia, Maryland): VA Medical Center VA Medical Center VA Medical Center 510 Butler Avenue 10 North Greene Street 50 Irving Street, NW Martinsburg, WV 25401 Baltimore, MD 21201 Washington, DC 20422 VA Medical Center VA Medical Center VA Medical Center One Medical Center Drive 1540 spring Valley Drive 200 Veteran Avenue Clarksburg, WV 26301 Huntington, MD 25704 Beckley, WV 25801 The Contractor shall be responsible for providing repair services on-site and in the community, assessing and repairing malfunctioning power and manual mobility aids. In the event a chair (i.e. scooter/power wheelchair/power wheelchair with assistant steering) cannot be fixed within a business day and is not safe to operate, the Contractor shall provide a suitable wheel chair for loaner. These services shall be provided to all beneficiaries serviced by the VA Medical Centers listed above. These services shall be required between the hours of 7:00 a.m. and 5:00 p.m., Monday through Friday, except in cases of emergency. The contractor shall be staffed and stocked to render services provided in accordance with all terms and conditions of this requirement for the duration of the performance period. Offerors should thoroughly review the specifications and be familiar with the area of coverage before submitting their proposal to be fully aware of the supplies and the services required. Failure to do so will not relieve the offeror from performing in accordance with the strict intent and meaning of the specifications without additional cost to the Government. Contractor Responsibilities: The Contractor has responsibility for providing services, supplies and equipment as ordered, under the timelines specified. The contractor shall be responsible for coordinating, supervising, monitoring, and evaluating the service provided and shall assure that the contracted services are performed according to the terms of the contract. The contractor shall also assure that its personnel meet the requirements of the contract and are competent to do the jobs assigned to them. It is the contractor s responsibility to schedule the times and dates for the provision of services within the timelines established (see Timeliness of Services). Wheelchairs and other mobility aids shall not be left unattended at the beneficiary s home, unless prior arrangements are made with the beneficiary. VAMC Facility Responsibilities The VA shall monitor the contractor s performance through record checks, customer satisfaction surveys, inspection of work performed, and weekly review of invoices submitted via OB10 (web based). Monitors will focus on quality of work, timeliness of repair services; customer satisfaction; accuracy of required documentation and adherence to Joint Commission standards. The Department of Veterans Affairs Medical Center (VAMC) will be responsible for ensuring Clinicians orders for the provision of wheelchair repair services are processed through the Prosthetic and Sensory Aids Service (P&SAS) at the respective VA Medical Center. Initiation of repair of wheelchair, and resolutions of problems related to equipment or patient care are under the direction of the COR or designee. Description of Facilities/Equipment/Instruments: For Medical Centers who wish to have on-site repair services VA or patient owned equipment/supplies shall be stored on, or within the premises provided by the Government. In cases where services are rendered at locations other than VA owned property the vendor shall maintain premises suitable for repair, storage of loaner wheelchairs, and storage of chairs awaiting parts until such time as the chair can be returned to the Veteran. Contractor is to provide necessary repair and safety equipment to facilitate repairs on wheelchairs and mobility aids. Services shall not be provided from any facility or other premises not approved per the contractor officer as written in the contract. An area separate and apart from the clean area is to be designated for the sanitizing of soiled mobility aids picked up from a Veteran beneficiary. This area shall contain adequate and appropriate supplies needed for proper cleaning and sanitizing, bagging and tagging, as well as protective equipment to guard against infection such as rubber gloves, gowns, masks, safety glasses, eye wash stations, a first aid kit, and be arranged in a neat and orderly fashion. Appropriate signage shall be in place and include universal precautionary measures. Personnel Policy: The Contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract, 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 VA employees for any purpose. Policies and Procedures: The contractor shall conform to all issues addressed in the VA Medical Center Memorandums pertaining to delivery of services. Scope / Performance Requirements: Specific Tasks The contractor s comprehensive procedure manual shall become part of this contract. The manual shall include but not limited to delivery/set-up, infection control, safety, rights and responsibilities, inventory, employee training (to include age specific), competency records, performance improvement. 7.1. Description of Supplies/Services: Wheelchairs & Scooters: Manual and power mobility devices designed to assist patients ambulate who are unable to walk safely or far without assistance. Emergency Repairs/Replacement: An emergency repair/replacement will be initiated by the contractor when the patient's health is at risk, and the incident occurs any day, Monday through Friday, from 5:00 p.m. through 7:00 a.m., or anytime on Saturday or Sunday. Hourly rates begin from the time the Contractor's service technician leaves his "on call" station until he returns (portal to portal). The COR will be notified on the next available business day regarding the nature of the incident, and the labor and any materials necessary to complete the repair/replacement. Repair Equipment: When a patient's wheelchair requires repair at the Contractor's facility, the contractor will provide a "LOANER" wheelchair for the patient's use until the patient's repaired items has been returned. Loaners to be on hand as needed per medical center: (2) Q6 EDGE SEAT SIZE 18 AND 20, (1) Q6 EDGE W/TILT & RECLINE (FOR HIGH END) SIZE 18 SEAT,(2) PRIDE VICTORY SCOOTER SIZE 18 SEAT AND (1)PRIDE MAXIMA (BARIATRIC); VICTORY SCOOTERS Delivery Rate per Visit: Service includes delivery and repair of scooters, and wheelchairs. 7.2. Timeliness of Services Upon receipt of a VA purchase order, the Contractor shall contact the beneficiary to schedule an appointment, arrive and assess the mobility aid at the veteran s residence, provide details repair needs assessment to include but not limited to equipment needed to repair to the VAMC point of contact, repair the mobility aid or make arrangements to repair it and provide a temporary replacement. Initial contact with the patient occurs immediately upon receipt of the order. Fulfillment of the requested service shall be completed within three (3) working days from receipt. Emergency services may be required when requested by the COR or designee. These services shall be provided within four (4) hours of receipt of request. In the event Contractor is unable to meet those delivery times, the Contractor shall notify the COR or designee or purchasing agent making the equipment request immediately. The VA reserves the right to obtain the service from another source and to charge the Contractor with any excess cost which may result there from. Contractor shall maintain a daily log of orders received and their associated scheduling status. This log shall be transmitted to the respective Medical Center COR or designee at the end of each business day. 7.3. Pickup/Repair In the event that a repair cannot be conducted on site, the Contractor shall pick up the mobility aid and bring it to the Contractor s repair facility and provide a loaner item to the patient. The contractor shall document the state of the mobility aid at the time of pickup, noting any missing equipment of existing damage. If parts must be ordered, the VA shall place the purchase order and may determine that the cost of repair necessitates that the chair be scrapped and replaced with a new item. If a repair item is needed the vendor will coordinate with VA to receive a part number. VA will order the part and have sent to vendor for the repair. Items identified for SCRAP shall be set aside and stored until the COR or designee conducts proper reconciliation of the item and authorizes its disposal. The Contractor shall dispose of the item. Any revenue generated as a result of scrap disposal will be remitted to the VA. Parts to be VA purchased and stored at vendor: Batteries, Tires, Arm Rests, Chargers, Joysticks, Seats, Caster Wheels; Tans axle, motors, brake assembly, wiring harness, dashboard computer Emergency repairs may be conducted during non-business hours of the Prosthetic & Sensory Aids Service at the discretion of the vendor however emergent repairs can only be performed to the extent of placing the equipment back into serviceable condition. Immediate contact must be made with the respective COR on the next working day. 7.4. Repair, Pickup & Return Distance Charges Distance charges under this contract shall be based on a flat rate per geographic zone of the beneficiary as defined in the contract. In rare instances it will be necessary to make a delivery/pick-up beyond the zone; a separate delivery charge will be used for these occurrences. For billing purposes, the trip ticket shall identify the name and address of the Veteran where the delivery/pick-up was made. 7.5. Sentinel Events/Incident Reporting The Contractor shall have a policy for reporting and documenting all accidents and injuries and documenting safety hazards and be a part of the Contractor s Standard Operating and Procedure Manual. All accidents, malfunctions, injuries, deaths, and equipment recalls, related to the provision, delivery and use of wheelchairs and mobility aids, shall be immediately reported to the COR or designee and to the manufacturer of the equipment, if applicable. The Contractor s employees that are providing the equipment and related services to meet the needs of patients shall have current education, training, and experience appropriate to the equipment and scope of services provided and demonstrates knowledge and competence. Site Inspections: On-site Contractor and VA beneficiary visits will be made on a scheduled and unscheduled basis. The Contracting Officer and/or the COR or designee and, other VA employees as necessary, will conduct contractor site inspections. The purpose of these inspections is to monitor the Contractor s performance as it relates to the contract and commercial practices. The Contractor agrees to make available all records and documentation necessary during such visits. In addition the Contractor agrees to visits by an accrediting body or other Government representative accompanied by the Contracting Officer, COR or designee necessary to review the contract services. These visits shall be allowed at no additional cost to the Government. Repair Orders: Repair orders will be issued under the contract by the COR or designee. The COR or designee will place orders for supplies or services. Each order will contain the beneficiaries name, home address and telephone number as well as the type of supplies or services prescribed. Orders may be placed by telephone, fax, or PKI secured email and will be confirmed in writing with a mobility aid prescription. The vendor will establish a designated telephone line for VA service calls and a designated fax number for transmission of these orders. If a delivery order is placed verbally a written copy of the verbal delivery order will be transmitted to the Contractor within 24 hours of placing the order. Confirmations shall be required for an order placed. Invoices shall be sent by mail or email to the ordering facility. Delivery shall be made to the appropriate VA facility, nursing home, or patient s residence specified in the order. Contractor shall provide a single source entry system/office to submit delivery orders. Reports: The Contractor will provide written, daily, monthly, quarterly, and annual reports and meet all Joint Commission Standards or equivalent accreditation for improving organizational performance. The Joint Commission standards may be accessed at www.JointCommission.org . A complete listing of all reports and the timelines for submission is outlined in Section D.3. Safety, Management and Infection Control The Contractor shall comply with all applicable state laws concerning licensing and operation of motor vehicles. Evidence of certification with Department of Transportation (DOT) Regulations are to be included with bid, or prior to contract award, as well as personal liability and property damage insurance coverage within the limits as required by law. The Contractor s vehicle walls, ceiling and floors should be of a surface that can be easily cleaned and sanitized and have areas clearly marked to separate clean and oiled/contaminated equipment/supplies. Delivery/pickup vehicles shall be equipped with a first aid kit, infection control supplies, standard operating procedure manual, vehicle registration, daily trip log/inspection, as well as items required for vehicle breakdown. The Contractor shall maintain a telecommunication system, i.e., telephone, fax machine, and e-mail system with PKI Encryption (preferred method) in order to preserve continual contact with the Department of Veterans Affairs and for emergency contact. The fax machine and all computers with e-mail access shall be kept secure and out of public view to maintain the safety and security of our Veteran Patients confidential medical information. The Contractor shall furnish the Prosthetics and Sensory Aids Service with a copy of their Standard Operating Procedure Manual, employee competencies and training and updates as they occur, quarterly reports of quality assessment and performance improvement activities, and patient satisfaction survey results. Safety and infection control procedures as well as documentation of all education and training received by personnel servicing this contract shall be a part of this manual. Education on safety and infection control is required on a yearly basis. Steel-toed shoes shall be worn by all employees performing under this contract in accordance with Occupational Safety and Health Administration (OSHA) requirements. Identification badges with a photograph, employee s name, and company name shall be worn at all times by the employees performing under this contract. Contractor personnel servicing VA beneficiaries shall present themselves in a neat, clean, and professional manner and verbally identify themselves. He/she shall then ask permission to enter the home. The Contractor s personnel servicing VA beneficiaries shall at all times demonstrate a high level of courtesy and consideration when providing services. Health Test Contractor shall submit proof of the following with their offer. All testing shall be current within the past year. Tuberculosis Testing All contractor and /or subcontractor personnel shall provide documentation of a Two-Step Purified Protein Derivative (PPD) test performed within the past year and within ninety days of beginning at the VAMC. In case of a past positive PPD test, a negative chest radiograph report to rule out active tuberculosis shall be provided. The PPD test shall be repeated annually. Hepatitis B Vaccine The contractor shall provide training or a self-study training module to its personnel; provide Hepatitis B vaccination series at no cost to its personnel who elect to receive it; maintain and distribute an exposure determination and control plan to its personnel, maintain required records and ensure that proper follow-up evaluation is provided following an exposure incident. Contractor shall provide documentation that the employee(s) have received the Hepatitis B vaccination series or that the employee(s) declined to receive the series. Contractor shall ensure that all safety and infection control procedures are followed while performing under the terms and conditions of this contract for the protection of all parties involved. Measurement Standards Performance Objective Frequency Acceptable Quality Level Method of Performance Assessment Incentive / Disincentive Timeliness of deliveries Quarterly Performance criteria met in 98% or greater of cases Patient satisfaction / complaints, monthly review of invoices for accuracy, timeliness of equipment delivery, Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Adherence to Purchase Order Instructions Quarterly Performance criteria met in 98% or greater of cases Patient satisfaction / complaints, monthly review of invoices for accuracy. Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Adherence to Pick up Requirements Quarterly Performance criteria met in 98% or greater of cases Patient satisfaction / complaints, monthly review of invoices for accuracy, timeliness of equipment pickup. Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Repair Requests Handled Properly Quarterly Performance criteria met in 98% or greater of cases Patient satisfaction / complaints, monthly review of invoices for accuracy and appropriateness. Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Quality Assurance/Site Inspections Quarterly or As determined by the COR Performance criteria met in 98% or greater of cases Site inspection, record check, accuracy of required documentation submitted. Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Reports Quarterly or As determined by the COR Performance criteria met in 98% or greater of cases Site inspection, record check, accuracy of required documentation submitted. Incentive: Favorable contractor performance evaluation. Disincentive: 10% decrease in invoice for each noncompliant month. Qualifications: The Contractor will be responsible to ensure that Contractor employees providing work on this contract are fully trained and completely competent to perform the required work. The Contractor is required to maintain records that document competence/performance level of Contractor employees working on this contract in accordance with Joint Commission standards and other regulatory body requirements. Notwithstanding other contract requirements, upon request of the Contracting Officer, the Contractor will remove from the work site, any Contractor employee who does not comply with orientation requirements or meet competency requirements for the work being performed. When changes in Contractor personnel occur, the Contractor shall provide evidence of orientation, the current competence assessment, and current performance evaluation to the COR or designee within 5 working days of the change. Work Hours: The services covered by this contract shall be furnished by the contractor as defined herein. The contractor shall be required, in case of emergency, to furnish such services on a Federal Holiday or during off duty hours as described below. Contractor shall provide services at the VA Medical Centers and designated clinic locations that require on site presence through scheduled visits during regular business hours. Typical operating hours for the VA Prosthetics Service is Monday through Friday 7:00 a.m. to 5:00 p.m. Federal Holidays: The 10 holidays observed by the Federal Government are:        New Year s Day        Martin Luther King s Birthday        President s Day        Memorial Day        Independence Day        Labor Day        Columbus Day        Veterans Day        Thanksgiving        Christmas And any other day that is specifically declared by the President of the United States to be a federal holiday. When one of the holidays falls on Sunday, the following Monday shall be observed as a Federal Holiday. When a holiday falls on a Saturday, the preceding Friday shall be observed as a Federal Holiday. Off Duty hours: Hours other than those described in 2(b). Terms of the Contract: The contract base period starts on the contract effective date lasting 12 months, with four (4) one (1) year option renewal periods. The contract is subject to availability of VAMC appropriations. The Contractor shall perform no services after the expiration of the previous year until the contracting officer authorizes such services in writing. The Contracting Officer will be the only person authorized to approve changes or modify any of the requirements under this contract. The Contractor shall communicate with the Contracting Officer on all matters pertaining to contract administration. Only the Contracting Officer will be authorized to make commitments or issue changes that affect price, quantity, or quality of performance of this contract. In the event the Contractor effects any such change at the direction of any person other than the Contracting Officer, the change shall be considered unauthorized by the local VAMC and no adjustment will be made in the contract price to cover any increase in costs incurred as a result thereof. The COR will be responsible for the overall technical administration of this contract as outlined in the COR Delegation of Authority. Contracting with Parties Listed on the OIG List of Excluded Individuals/Entities: In accordance with The Health Insurance Portability and Accountability Act (HIPAA) and the Balanced Budget Act (BBA) of 1977, the Office of Inspector General has established a list of parties and entities excluded from Federal health care programs. Specifically, the listed parties and entities may not receive Federal Health Care program payments due to fraud and/or abuse of the Medicare and Medicaid programs. Therefore, all offerors shall review the OIG List of Excluded Individuals/Entities on the OIG web site at www.hhs.gov/oig to ensure that the proposed candidate(s) and/or firm(s) are not listed. Offerors should note that any excluded individual or entity that submits a claim for reimbursement to a Federal health care program, or causes such a claim to be submitted, may be subject to a minimum and maximum Civil Monetary Penalty (CMP) for each item or service furnished during a period that the person or entity was excluded and may also be subject to treble damages for the amount claimed for each item or service. CMP s may also be imposed against health care providers and entities that employ or enter into contracts with excluded individuals or entities to provide items or services to Federal program beneficiaries. By signing the offer the Contractor certifies that he/she has reviewed the OIG List of Excluded Individuals/Entities and that the proposed candidate(s) and/or firm are not listed as of the date the offer was signed. Tort Claims: Individual(s) providing the services under the contract are not covered by the Federal Tort Claims Act. When an individual(s) providing the services has been identified as a provider in a tort claim, the individual(s) providing the services is responsible for notifying the Contractor s legal counsel and/or insurance carrier. Any settlement or judgment arising from an individual(s) providing the services action or non-action is the responsibility of the Contractor and/or insurance carrier. Personnel Policy: The Contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract. To carry this out the Contractor shall provide the following for these personnel: 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 VA employees for any purpose. Payment: Payment to the Contractor shall be made with purchase cards upon receipt of a properly prepared detailed invoice. Invoices will be submitted to the requesting purchase card holder. Payment for services will be at the zone rates specified in the Schedule of Supplies/Services. Payment for any leave, including sick leave, holiday, or vacation time, shall be the responsibility of the Contractor. VA will pay for actual hours worked as detailed in the invoice received for services rendered only. The Contractor shall submit invoices covering the services performed under this contract which contain the following information: Name and Address of Contractor Invoice Number and Date Contract/Purchase Order Number Breakdown of Charges i.e., zone charges, labor rates, and supplies, etc. Designation of Picked up Equipment as Scrap, Repaired or Pending Authorization for Repair Delivery Charges for travel outside the zoned delivery area as verified by the provision of delivery vehicle s odometer Veteran s Name, Address, Telephone Number, and last 4 of SSN Date Services were rendered Itemized list of Items Picked up/Delivered/Repaired including Serial Numbers The item delivered should be annotated as new or used equipment Review of warranty completed for item to be repaired NOTE: Invoices for payment may be rejected if all information required by FAR Clause 52.212-4(g) is not included. Invoices without the required information will be returned. Billing: Billings rendered by the Contractor to the VAMC for services furnished a VAMC beneficiary under the terms of this contract shall be billings in full. Neither the beneficiary his insurer, nor any third party shall be billed. The Department of Veterans Affairs Financial Service Center (FSC) is the designated agency office for invoice receipt in accordance with the Prompt Payment Act (5 CFR Part 1315). FSC or its designated representative may contact the vendor to provide specific instructions for electronic submission of invoices. The vendor shall be responsible for any associated expenses. FSC may utilize third-party contractors to facilitate invoice processing. Inquiries related to billing discrepancies must be able to be looked up and referenced by the purchase order number that initiated the request for services. The vendor must be able to send and receive order and billing inquiries via encrypted email using PKI to ensure the security of confidential information. Management and Supervision: The Contractor shall complete background investigations to ensure that employees do not have a record of criminal offenses or substantiated incidents of patient abuse; and, if required to perform their duties, employees are properly licensed and insured to operate motor vehicles. Contractor shall follow the COR delegation of authority relative to any aspect of the contract. Contractor agrees he/she shall not directly or through his/her dealers solicit the beneficiaries of the Department of Veterans Affairs. The Contractor is to contact the patient or caregiver only to make arrangements for rendering services or supplies authorized by VA. Quality Assurance: The contractor s comprehensive procedure manual shall become part of this contract. The manual shall include but not limited to infection control, safety, rights and responsibilities, inventory, employee training, education, licensure and competency records, employee immunizations, performance improvement plan, etc. The contractor s performance improvement reports shall be provided to the VAMC s. They will be submitted on a quarterly basis, based on the Federal Government s Fiscal Year which runs from October 1 to September 30. Therefore, reports would be due no later than the last business day of January, April, July, and October. The service by the contractor shall clearly show a commitment to courtesy and concern to the veteran and his caregivers by all personnel concerned in the furnishing of services as specified under the terms of this contract. Before entering a patient s home, the contractor s representative(s) shall present a picture identification card/badge to the patient/primary caregiver and verbally identify themselves. The contractor s representative(s) will ask permission to enter the home. All costs associated with obtaining cards/badges are the contractor s responsibility. The Department of Veterans Affairs is allowed according to public law 99-272 and 101-508, to seek reimbursement from health insurance carriers for the cost of medical care and treatment provided to veterans for their non-service connected conditions. The contractor may not bill any veteran or their health insurance carrier for care provided to a veteran while employed by or working under contract with the Department of Veterans Affairs. ADP Security Responsibilities: In performance of official duties, the Contractor s employee(s) have regular access to printed and electronic files containing sensitive data, which must be protected under the provisions of the Privacy Act of 1974 (5 U.S.C. 552a), and other applicable laws, Federal Regulations, Veterans Affairs statutes and policies. The Contractor s employee(s) are responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion and (2) following all applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in a computer access agreement which the Contractor s employee(s) signs. 12.Confidentiality of Patient Records: a. The Contractor is a VA contractor and shall assist in the provision of health care to patients seeking such care from or through VA. As such, the Contractor is considered as being part of the Department health care activity. Contractor is considered to be a VA contractor for purposes of the Privacy Act, Title 5 U.S.C. 552a. Further, for the purpose of VA records access and patient confidentiality, Contractor is considered to be a VA contractor for the following provisions: Title 38 U.S.C. 5701, 5705, and 7362. Therefore, Contractor may have access as would other appropriate components of VA, to patient medical records including patient treatment records pertaining to drug and alcohol abuse, HIV and sickle cell anemia, to the extent necessary to perform its contractual responsibilities. However, like other components of the Department and not withstanding any other provisions of the contract, the Contractor is restricted from making disclosures of VA records, or information contained in such records, to which it may have access, except to the extent that explicit disclosure authority from VA has been received. The Contractor is subject to the same penalties and liabilities for unauthorized disclosures of such records as VA. The records referred to above shall be and remain the property of the VA and shall not be removed or transferred from VA except in accordance with U.S.C. 551a (Privacy Act), 38 U.S.C. 5701 (Confidentiality of claimants records), 5 U.S.C. 552 (FOIA), 38 U.S.C. 5705 (Confidentiality of Medical quality Assurance Records), 38 U.S.C. 7332 (Confi...